Grievance Handling Project

BIJJARAGI MOTROS
INTRODUCTION
This project mainly concentrates on the “Grievance Handling

Towards Bijjargi Motors Vijayapur”.
A consumer may have set of interests, benefits, attitudes and life style before
purchasing a product. But there might be a major change in his taste of preference after the
purchase has been made. In such a position it is difficult for the marketer to know the
behaviour of the consumer. With this view in mind the research study will be conducted to
find out the consumer preference towards store and loyalty.
To carry on the study the research has been conducted as per the marketing
research process. As the study requires the customer (potential) opinion it will also help
to know the awareness level of store and loyalty in Vijayapur district and also the opinion
regarding the vehicle as well as the overall performance of Bijjargi Motors Vijayapur.
The study will also help us to identify the factors that influence to buy the store and
loyalty which will helpful to company for better improvement of the vehicles & stores.
For this study I had collected the primary data through questionnaire and the company
catalogues, brochures are collected for secondary information. To collect primary data
survey is conducted on individuals this study is limited to the Vijayapur district only. The
sample size that I had taken is 10.
GOVT FIRST GRADE COLLEGE VIJAYAPUR Page 1

BIJJARAGI MOTROS
HISTORY OF AUTOMOBILE INDUSTRY
The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.
The dream a carriage that moved on its own was realized only in the 18th century
when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started
to be used in these cars.
India's transport network is developing at a fast pace and the automobile industry
is growing too. The automobile industry also provides employment to a large section of
the population. Thus the role of automobile industry cannot be overlooked in Indian
Economy. All kinds of vehicles are produced by the automobile industry. It includes the
manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The
industry can be broadly divided into the car manufacturing, two-wheeler manufacturing
and heavy vehicle-manufacturing units.
The major car manufacturers in India are Hindustan Motors, MarutiUdyog, Fiat
India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India
Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,
to name just a few.

BIJJARAGI MOTROS
RATAN TATA
Chairman of Tata Sons and major Group companies, including Tata Motors,
Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian
Hotels, Tata Tele-services and Tata Auto Company.
Vision Statement
―To be the Most Sought after Organization for Enabling
Tata Group Companies Achieve Industry Leadership‖
Values
“Credibility, Integrity, Excellence & Continuous Learning and Sharing‖
The Tata Group is one of India's largest and most respected business
conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million), the
equivalent of about 2.8 per cent of the country's GDP, and a market capitalisation of
$62.2 billion as on July 12, 2007. Tata companies together employ some 2, 46, 000
people. The Group's 28 publicly listed enterprises among them stand out names such as
Tata Steel, Tata Consultancy Services, Tata Motors and Tata Tea have a combined
market capitalisation that is the highest among Indian business houses in the private
sector, and a shareholder base of over 2 million. The Tata Group has operations in more
than 54 countries across six continents, and its companies export products and services to
120 nations. Products of TATA Motor Heavy Vehicles.

BIJJARAGI MOTROS
INDIAN AUTOMOBILE INDUSTRY
last year with total sales of vehicles reaching around 10 million vehicles till
November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the
market, the increase in production is set to improve further driven by a buoyant economy,
with increasing purchasing power, new product launches, coupled with attractive finance
schemes from automobile manufacturers and financial institutions. The domestic
passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,
second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will
close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005-
06.
Destination India: India is on every major global automobile player's roadmap, and
itisn't hard to see why:
 India is the second largest two-wheeler market in the world
 Fourth largest commercial vehicle market in the world
 11th largest passenger car market in the world
 Expected to be the seventh largest by 2016
Robust production: The cumulative growth of passenger vehicles segmentduring

April-February 2007 compared to the corresponding period in the last year was 22.91
per cent, while that of passenger cars in the same duration was 24.76 per cent, says
the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles
segment grew by 36.12 per cent during the April-February 2007 period, while three
wheeler sales grew by 14.5 per cent, it added.

BIJJARAGI MOTROS
Ashok Leyland HMT Tractors Royal Enfield
Audi AG Honda Motors Co. Ltd. San Motors
BEML Indofarm Tractors Skoda Auto India
BMW Kinetic Motor Co. Ltd. Sonalika Tractors
Bentley Motors Limited Lamborghini Suzuki Motors
Chevrolet LML India Swaraj Mazda Ltd.
Daewoo Motors Mahindra & Mahindra Tafe Tractors
Ltd.
Eicher Motors Maruti Suzuki India Ltd. Tata Motors
Escorts Ltd. Mercedes Benz Telcon
Fiat India Pvt Ltd Mitsubishi Motors Terex Vectra
Force Motor Monto Motors Toyota Kirloskar Motors
Ford Motors Nissan Motors TVS Motor Co.
General Motors Porsche Volvo
Hero Honda Reva Electric Co. Yamaha Motor
Hindustan Motors Rolls-Royce Motor
Economic Survey 2013-14 says:
The installed capacity of the automotive industry has been growing at a

compounded annual rate of over 16 per cent since 2001-02. It produced a wide
variety of vehicles including 1.7 million four wheelers (passenger cars, light,
medium and heavy commercial vehicles, multi-utility vehicles such as jeeps), and
over 8 million two and three wheelers (scooters, motor-cycles, mopeds, and three
wheelers) in 2006-07.
India is the second-biggest market for small cars after Japan. It accounts for 60% of
the domestic market.

BIJJARAGI MOTROS
Facts Figures
It seems that India has finally arrived in the big league of Asian car markets.
Steady and impressive annual growth rate, presence of international automakers,
relaxation of foreign exchange and equity regulations, reduction of tariffs on imports and
few others are the components of its booming auto market. The country has now come to
be recognized as a potential emerging auto market. The perception of foreign investors
has changed, everybody wanting to be here.
For the first time, in the financial year end in 2005, the total sales of passenger
vehicles - cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to
touch 1.06 million, with exports of 166,000 vehicles.
Study says that by 2010 India will take over Germany in sales volumes and Japan
by 2012. And by 2050, Indians will buy every sixth car produced in the world. Apart
from serving the domestic market, the auto sector has turned as a sourcing base for the
global auto majors. The auto component market is also in its full swing. As per the
research of RNCOS, one of the leading industry firms, the Indian automobile component
industry is estimated to triple from USD 63 billion to USD 190 billion within a span of
six years by 2012.
Indian Automobile Industry Estimation:
Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the
vastness of Indian automobile industry. Industry analysts predict this industry to touch
USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that
for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.
Automobile Dealers Network in India
In terms of Car dealer networks and authorized service stations, Maruti leads the
pack with Dealer networks and workshops across the country. The other leading
automobile manufacturers are also trying to cope up and are opening their service stations
and dealer workshops in all the metros and major cities of the country.Dealers offer
varying kind of discount of finances who in tern pass it on to the customers in the form of
reduced interest rates.

BIJJARAGI MOTROS
Automobile Export Numbers
Category 1998-99 2013-14
Passenger Car 25468 593507
Multi Utility Vehicles 2654 59056
Commercial Vehicles 10108 77056
Two Wheelers 100002 2083938
Three Wheelers 21138 353392
EVEN Growth
Opposing the belief that the growth in automobile industry has catered
only to the top income-stratum of society, Growth of exports of 32.8 % in the first three
quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as
against passenger car.

BIJJARAGI MOTROS
Between 1998-99 and 2013-14, output of commercial vehicles has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output
continues to dominate the volume statistics of the sector. In 2013-14, for every passenger
car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler
segment, there is a greater preference for motorcycles followed by scooters, with both
production and domestic sales of motorcycles increasing at faster rates than for scooters
in the current and previous years. However, mopeds have registered low or negative
growth. Export growth rates have been high both for motorcycles and scooters.

BIJJARAGI MOTROS
TATA MOTORS IN INDIA
Type Public (NYSE: TTM)
Founded 1960
Headquarters India
Industry automotive
Products commercial vehicles
INR 369.88 billion or $9.07 billion

Revenue
(F.Y. 2006, converted)([2])
Website http://www.tatamotors.com/
Profile:

BIJJARAGI MOTROS
Tata Motors, the flagship company of Tata group. Established in 1945 Tata
Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore
(USD 5.5 billion) in 2005-06. The company began manufacturing commercial
vehicles in 1954 with a 15-year collaboration agreement with Daimler Benz of
Germany.
It is the leader by far in commercial vehicles in each segment, and the second-
largest in the passenger vehicles market with winning products in the compact, midsize
and utility vehicle segments. The company is the world's fifth-largest medium and heavy
commercial vehicle manufacturer.
Tata Motors Limited, formerly known as TELCO (TATA Engineering and

Locomotive Company), is India‘s largest passenger automobile and commercial vehicle
manufacturing company. It is also the world's 5th largest commercial vehicle
manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India
on the automotive map by designing and developing its own range of cars. Tata Motors
date back to 1945 when they started making Trains.
Tata Motors was first listed on the NYSE in2004. Tata Motors had created the
wealth Rs 320bn during 2001-2006 and stood among top 10 wealth creators in India.. In
2004 it also bought Daewoo's truck manufacturing unit in South Korea. In March 2005, it
acquired a 21% stake in Hispano carrocera SA, giving it controlling rights in the
company. Tata Motors and the Fiat group have signed a new memorandum of
understanding (MoU) to establish a 50:50 joint venture to manufacture passenger
vehicles, engines and transmission systems for both domestic and export markets Tata
Motors is a company of the Tata and Sons Group, founded by Jamshetgi Tata. It is
currently headed by RatanTata.The company has the workforce of 22000 employees
working in its three plants and other regional and zonal offices across the country.
Tata Motors' range of passenger cars is still not comprehensive by international

standards. In commercial vehicles, Tata Motors commands an imposing 65% market
share in the domestic heavy commercial market. The company is trying to modernize its

BIJJARAGI MOTROS
range of commercial vehicles. Tata Motors hived off its vehicle finance business into a
separate subsidiary, TML Financial Services (TMLFS), in
September 2006. The company plans to build a car that will cost just under Rs 1,00,000
considering that 2 wheelers in India cost Rs 50,000/-.
Indigenously developed mini-truck. Tata motors manufacturing units are located

at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant manufactures
the passenger cars.
AREA OF BUSINESS:
Tata Motors' product range covers passenger cars, multi-utility vehicles as well
as light, medium and heavy commercial vehicles for goods and passenger transport.
Seven out of 10 medium and heavy commercial vehicles in India bear the trusted Tata
mark. The company developed India's first indigenously developed light commercial
vehicle, India's first sports utility vehicle and, in 1998, the Tata Indica — India's first
indigenously manufactured passenger car. Within two years of launch, Tata Indica
became India's largest selling car in its segment.
Research and development
Tata Motors invests approximately up to 2 per cent of its annual turnover on

research and development, with an emphasis on new product / aggregates development
and technology up gradation. Its Engineering Research Centre in Pune employs over
1,400 scientists and engineers and has India's only certified crash-test facility and hemi-
anechoic chamber for testing of noise and vibration.
The company also draws on the resources of leading international design and
styling houses like the Institute of Development in Automotive Engineering, SPA, Italy,
and Stile Bertoni, Italy. The company has also been implementing several
environmentally sensitive technologies in manufacturing processes and uses some of the
world's most advanced equipment for emission checking and control.

BIJJARAGI MOTROS
Environmental responsibility
Tata Motors has led the Indian automobile industry's anti-pollution efforts
through a series of initiatives in effluent and emission control. The company introduced
emission control engines in its vehicles in India before the norm was made statutory. All
its products meet required emission standards in the relevant geographies. Modern
effluent treatment facilities, soil and water conservation programs and tree plantation
drives at its plant locations contribute to the protection of the environment and the
creation of green belts.
Global Competition
Tata Motors have some distinct advantages in comparison to other MNC

competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as
against 30-35 per cent of sales in developed economies. Tata motors have extensive
backward and forward linkages and it is strongly interwoven with machine tools and
metals sectors. India is an excellent source for IT based engineering solution for products
& process Integration. There are strong supporting industries
Exports
Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle East,
South and South East Asia and Australia. The company also has assembly operations in
Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the company has
received more than 50 awards from the government of India's Engineering Export
Promotion Council, for its export initiatives. While currently about 14 per cent (as on
March 31, 2005) of its revenues are from its international business, the company intends
to increase its international business through organic and inorganic growth routes.

BIJJARAGI MOTROS
Awards
Tata Motors has been chosen as India's Most Trusted Brand in cars in a Readers
Digest-AC Nielsen consumer survey in 2006.
Tata Motors' mini-truck, Ace, which has created an all-new category in the
commercial vehicles market, received the BBC-Top Gear' Design of the Year 2006. The
company's Star bus low-floor city bus and the Novus heavy truck were adjudged second
and third respectively.
For the second consecutive year, Auto Monitor as the ‗Commercial Vehicle
Manufacturer of the Year‘ rated Tata Motors for 2006.
The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005
for Business Excellence, for being a role model of excellence in management. The award
particularly recognizes excellence in the management of quality as a fundamental
process. The two divisions of the company also won the Tata Group's JRD QV Awards
for Business Excellence in 2005. The Jamshedpur plant and the car plant at Pune
received the Union Ministry of Power's National Energy Conservation Award, which
recognize significant initiatives to reduce energy intensity and improve energy efficiency.
The Jamshedpur plant won the award for the fourth year in a row. The
Commercial Vehicle Business Unit and the Passenger Car Business Unit also received
the CII's National Award for excellence in energy management. The Foundry Division at
the Pune plant received the GargiHuttenesAlbertus Green Foundry of the Year Award.
Manufacturing
Tata Motors owes its leading position in the Indian automobile industry to its
strong focus on indigenization. This focus has driven the Company to set up world-class
manufacturing units with state-of-the-art technology. Every stage of product evolution-
design, development, manufacturing, assembly and quality control, is carried out
meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in
the West and Lucknow in the North.

BIJJARAGI MOTROS
Products
 Passenger Cars, Indica, Indigo

 Utility Vehicles- Safari, Sumo
 Trucks- NOVUS and others
 Bus- Starbus, Globus and others
 Defence Vehicles
Research Tata Cars in India
The India Cars. They understand market and Indian roads better here. Have been
successful in creating right brand equity and share. Offering very practical and economic
cars are their prime motive and they are doing well with it. However Tata cars cannot be
considered as perfect by any means. They have expertise in diesel technology and lack in
petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.
Products
Passenger cars and utility vehicles
 Tata Sierra
 Tata Nano
 Tata Sumo
 Tata Safari
 Tata Indica
 Tata Indigo

BIJJARAGI MOTROS
BIJJARGI MOTORS
Company profile of Bijjargi Motors
Bijjargi Motors has made deep inroads in the cars market at north region of
Karnataka with top breeds cars from the house of Tata Motors. As a professionally
managed car dealer.Bijjargi Motors is committed to excellence in serving all our
esteemed customers.
Bijjargi Motors has earned a new name & fame since it has become an authorized
dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with
no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate
cars & leave no stone unturned to provide great service. A modern show room of Bijjargi
Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel
experience & drive dynamics on actual driving condition. The showroom even supports
you with the service centre, to assure you of quality service. The Sales Team at bijjargi
Motors is made up of dedicated show room & field professional with associated with
various sections to guide our valuable customers through the entire sales process right
from assisting in the choice of model, colour& features to extend a helping hand for our
customers.
We Bijjargi motors are proud to say that we have been made an elite dealer by Tata
Motors for recognition for outstanding achievements & dedicated dealership
enhancement.
Bijjargi Motors of Vijayapur has been the winner for best seller award from Tata
Motors& in our services too.
Show Room of Bijjargi Motors
Make your dreams & aspirations come true. This elegant exclusive modern show room
of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising
expectation of the customers. Here a fleet of well maintained Tata Cars awaits your
perusal. We are connectively located at ―NH-13 BYE- PASS, INDI

BIJJARAGI MOTROS
ROAD CROSS, at VIJAYAPUR‘. We are providing better access to both the proud
owner as well as prospective buyers. We have market & service of Tata Motors
vehicles like Tata Indica, Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through
our sales & services out lets.
The showroom through its large workshop would offer sales service, Spare parts &
accessories support to its customers. Our service centre is out fitted with the latest
modern equipments & updates with Tata challenging world standards. Our technical
team is qualified & trained to analyze & provide accurate solution as service point of
view.

BIJJARAGI MOTROS
accessories support to its customers. Our service centre is out fitted with the latest
modern equipments & updates with Tata challenging world standards. Our technical
team is qualified & trained to analyze & provide accurate solution as service point of
view.

BIJJARAGI MOTROS
Objectives of Bijjargi Motors:
 To give quality service to customers.
 To know the expectations of the customers & to fulfil the expectations.
 To Maintenance of good relations with customers.
 To Quality service & reasonable charge.
 To maintain the healthy environment in the organization.
 To give full support to the employees & the customers.

BIJJARAGI MOTROS
ORGANIZATION PROFILE
Company Name : BIJJARGI MOTORS
Established on : In the year 1991
Address : BIJJARGI MOTORS
Indi cross, Vijayapur 586104
Plant Area : 2.5 Acre
Capital : 1.5 Crore
Owner/Partner : Partner
Managing Director : Raju.Bijjargi
Total No of Employees : 160

BIJJARAGI MOTROS
BIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)
Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12)
members as staff. At present the company has almost tripled the strength i.e. (39) in
st nd
numbers. In the first financial year we placed 1 rank in spare part section & 2 rank in
service section for the financial year 2004 -2005. Due to our excellent service many
customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy
commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are
satisfied.
Due to this reason Bijjargi Automobiles service network got popularized from north India
to south India & got a brand name throughout India. Bijjargi Automobiles has been place
d in top ranking continuously since 2004 to current financial year, our staffs are
completely skilled in handling light & heavy commercial vehicle in terms of repair,
service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are
Piramal& company, Essel Transport Company, ManishaParivahan Pvt Ltd, Kataria
Movers pvt, Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers.
Our final aim ends with customer satisfaction & to continue the service relation with
latest technology along with human relation.
WORKING HOURS
 Morning 9.30a.m. to 2.00 pm Noon

 Noon 2.00p.m. to 2.30 p.m. Break for lunch
 Noon 2.30p.m to 5.30p.m. Evening.
ACTIVITIES:
 Sale of Light Vehicles of TATA Motors

 Repairs/services of all ranges of TATA vehicles
 Sales of spare parts of TATA vehicles (Light &Heavy vehicles)

BIJJARAGI MOTROS
VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD.
Good infrastructure, well qualified & trained man power, state of art diagnostic
equipments & innovative ideas are the key elements in making Bijjargi Automobiles
successful operation (ASO).
FACILITIES AVAILABLE
Sl.No. Facilities & System Availability

1. Good infrastructure
2. Trained man power
3. Computerized engine facility
4. Computerized wheel aligner
5. Computerized wheel balancer
6. Pneumatic lines & tools
7. Stand by vehicles for customers
8. Service promotion activity
9. Feedback card analysis
10. Customer complaint handling
11. Customer care management
12. Quick repair facility

BIJJARAGI MOTROS
MISSION AND VISION
The mission and vision of the organization was ultimately the customer to satisfy
the customer and have a potential customer bases this is what the have earned in these
year. A potential and prospective customer bases that are satisfied with kinds of products
they are Dealing with and the kind of service they are giving to the customer.
The company has two divisions:
 Light Motor Vehicle section
 Heavy Motor Vehicle Section
Light motor Vehicle section is also called ―Auto care Centre‖ and ―Heavy
Vehicle Section‖ is called motor section.
This company started with Auto care centre in 1991.
K.S.T. No. 5251781-0
C.S.T. No. 5256781-3
In the year 1998 company started heavy vehicle section with
K.S.T No. 5713459-5
C.S.T.No. 5718459-8
In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA
Motors Light Vehicles in Vijayapur.

BIJJARAGI MOTROS
ROLES AND RESPONSIBILITIES:
MANAGING DIRECTOR:
RAJU BIJJARGI
 As Managing director he will be the responsible for the over all

functioning and administration of the company.
 The Managing director also decides the major changes and

adoption of new technology He will provide all types of support to the
management representative in implementing and maintaining quality
system in the company.
 He will chair the steering committee [management review]

meeting and assess the effectiveness of the quality system.
 He will be the authority for approving the quality manual, quality

policy and quality objection of the company.
Assistant General Manager:

Mr. Kumar G Kalmath
 He is the head of marketing and sales department
 He will guide the staff to maintain all concerned records
 He will be the responsible for sales promotion planning.
 He will be the responsible for realizing sales targeting set by the

company.
 He will be having the authority to the control all staff of sales

wing.
 He will be the responsible for the maintains of quality system in

the sales deportment

BIJJARAGI MOTROS

He will be chief authority for sales related issues.
CRM (Customer relationship manager)
Mr. Ramesh
 Responsible for taking the customers care when came for vehicle
servicing
 He will be the single point responsibility to resolve all customer

complaints and issues within dealership.
 He will be responsible to provide clean and attractive ambience to

customers.
 Responsible to minimize customer complaints
 Responsible for take care of front office of workshop.
 He Identify and bridge in customers‘ perception.
 He will be responsible to monitor customer satisfaction.
Work Manager:
Mr.Muniraj
 Workshop auditing
 He will responsible to Improve quality repairs
 Maintain repeat complaint analyses reports
 He will be the responsible to reduce customers‘ complaints and

improve productive Hours.
 He is the head of workshop having authority to control the

workshop.

his deportment.

BIJJARAGI MOTROS

He acts as the grievance handler in the workshop of organization.
Spares Manager:
Mr: Anand
 He his the head of spares deportment

CRM (Customer relationship manager)
Mr. Ramesh
 Responsible for taking the customers care when came for vehicle
servicing
 He will be the single point responsibility to resolve all customer

complaints and issues within dealership.
 He will be responsible to provide clean and attractive ambience to

customers.
 Responsible to minimize customer complaints
 Responsible for take care of front office of workshop.
 He Identify and bridge in customers‘ perception.
 He will be responsible to monitor customer satisfaction.
Work Manager:
Mr.Muniraj
 Workshop auditing
 He will responsible to Improve quality repairs
 Maintain repeat complaint analyses reports
 He will be the responsible to reduce customers‘ complaints and

improve productive Hours.
 He is the head of workshop having authority to control the

BIJJARAGI MOTROS
workshop.

his deportment.

He acts as the grievance handler in the workshop of organization.
Spares Manager:
Mr: Anand
 He his the head of spares deportment

 He will be having the authority to control his colleague
 He will liaison with managing director and works manager for

placing indents of spares of Tata Motors
 He will be responsible if any mishandling of spares takes place.
 He will guide his colleague to maintain all required records.
 He is the authorized to prepares bill and spare discrepancy report
Company has following facilities:
1. Good & pure water facility
2. Large space for parking for both light & heavy vehicles
3. Good infrastructure
4. Rest room for customers as well as employees
5. Separate cash counter section.
6. Spare part division for each section
7. Uniforms for all the employees
8. Entertainment facilities for the customers

BIJJARAGI MOTROS
9. Refreshments (Tea) for the customers.
10. Customer lounge & toilet facilities for the customers & employees

BIJJARAGI MOTROS
Auto Care Centre
Auto care centre means Light motor vehicle (Cars) is being selling serviced &
repaired (minor & major). This section was started in 1991 and brand new showroom
was established in 2008.
K.S.TNo.5251781-0
C.S.T.No. 5256781-3
The products are
 SAFARI
 SUMO
 SIERRA
 ESTATE
 SPACIO
 INDICA
 INDIGO
This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being
serviced/repaired every day.

BIJJARAGI MOTROS
MANPOWER:
WORKERS IN CAR SECTION
Workers -50
Managerial Staff - 8
Manager-2
Accountant-4
Supervisors-3
CRO-1
HEAVY VEHICLE SECTION
Bijjargi Motors started heavy vehicles section in the year 1998.
Following vehicles are services in this section
TATA 407
TATA 608
TATA BUS
TATA 6 Wheeler Track
TATA 10 Wheeler Track
This section has more than 32 employees. At a stretch nearly 5-10 vehicles are being
serviced / repaired every day.
WORKERS IN AUTOMOBILE SECTION
Workers -30
Managerial Staff - 4
Manager-2

BIJJARAGI MOTROS
Accountant-2
Supervisors-3
CRO-1
Benefits to Employees:
1) Uniform: Company provides uniform to all the employees after they are
beenselected.
2) Salary: The Company pays salary to the employees according theirqualifications,

experience, and their ability.
3) Bonus: At the end of every year bonus is paid to every employee.
4) Incentives: According to the employee‘s performance incentives are beenpaid.
5) Compensation: if any accident happens and if serious damages are

causedaccidentally `to the employee at the work place compensation is been
paid.
6) First aid kit: Company has arranged first aid kit in every division of themotor
section for the safety of the employees.
7) Water facility: Company provides pure & healthy drinking for theemployees.
8) Refreshment facility: Company provides 2 times tea i.e. morning & eveningto
all the employees. A Television set is been kept in the division where the
employees can entertain themselves during the lunch hours.
9) Training Facilities: Company provides training facilities to their employees.
10) Experience: it is a best opportunity to employees for a improving the work
style and growing relation with customer in the specific field on the job
purpose.

BIJJARAGI MOTROS
Rules & Regulations for the employees:

1. The employee should be in the company premises before 9 am and should work
up to 5 pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or
customers then the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the
Head-office at Mumbai.
8. All the employees should undergo training and development program.
Benefits to Customer:
 Quality & error free service.

 Genuine spare parts.
 Highly sophisticated workers for quality work.
 Reasonable rates.
 Rest room for customers.
 Good & pure drinking water.
 Two times tea for the customers who to stay for days together to get their
vehicles serviced/ repaired.
 Mobile service is been provided for any serious breakdowns at any place.
ATM (All Time Mobile Service).

BIJJARAGI MOTROS
Value added benefits:
 A camp for free service twice a year.
 Discount on spares & lubricants during the camp.
 Free labour charge.
 Gifts to the vehicle drivers.
 Health check up (AIDS awareness & check up) for vehicle drivers.
 Mess for drivers/ customers is been constructed.
 Bathroom & toilet facilities for customers.
 SMP (Service Marketing Person) stays always in touch with customers

either personally or through telephonic conversations.
7P’s
Product: All type of TATA products service provided in Bijjargi Motors(Light
& Heavy Vehicles).
The services are: General Work Body
Work Electrical
Work Engine Work
Price: Bijjargi Motors Charges medium price which should be affordable toall
level of customers and customer save their money instead of going to other
districts like Hubli, Gulbarga &Hospet.
Place: Service Place is convenient which is on Highway NH -13 and thisplace is

nearer to other Districts.
Promotions: To increase the service Bijjargi Motors providing Free Washing Mela,Free
Check up etc. It also helps to increase the sales in spares department

BIJJARAGI MOTROS
ORGANIZATION STRUCTURE
OVER ALL CHART OF ORGANIZATION STRUCTURE
Dealership Principal / Managing

Director
General Manager General Manager or Head

(Customer support)
Dealership Principal / Managing Workshop Body Shop Spare Parts Finance Manager
Manager Manager Manager
Director
1)Customer 1)Quality 1)Team per 1)Workshop 1)Accountant

Relation officer Auditor 100vehicles Sales
2)Account
2)Service advisor 2)Warranty 2)Team 2)Counter Manager
I & II Supervision/P leader 1 Sales team
DI team 3)Accounts
3)Service Advisor 3)Dent 3)Field
quick repair 3)Inhouse Beater 3 Salesman
Trainer/TTP (1/30
4)Service vehicles)
marketing officer 4)Sweeper
security 4)Painter 3,
5)Reception cum (1/30
Telephone vehicles)
operator
5)Technicians
(L-1),
(1/30
vehicles)

BIJJARAGI MOTROS
Physical Evidence:
1. It is very important, so Bijjargi Motors always maintain clean & safe
around the Bijjargi Motors.
2. Customer they can view, where the mechanics of Bijjargi Motors
working area.
3. Bijjargi Motors providing visitors room/lounge to their customers.
4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers.
5. Customers can see the new technology, when they enter into the service
station.
6.
People: If once the Customer satisfied in service they became the permanentcustomers
to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to
other people to get their vehicle service in the Bijjargi Motors.
Process: They maintain all records who visit to their service station and they
providehigher technology, skilled & skilled mechanics and technicians to complete the
work of the vehicles.

BIJJARAGI MOTROS
GRIEVANCE HANDLING
TOWARDS
BIJJARGI MOTORS VIJAYAPUR

BIJJARAGI MOTROS
Bijjargi Motors Pledge is:
Tata Car care – beyond compare,
Dear Customer it is own salesman pledge that we shall always endower to
1) D- Diagnostics
Listen to customer carefully understand the problem and identify and exact
cause by using diagnostics.
2) Q- Quality
Ensure repair quality on par with O.E Build quality by using genuine space
standard repairs process. Special tools and quality parties.
Do it right first and every time car deliver car neat and clean.
3) C- Cost
Provide paper repair estimate explain work carried out and its changes.
4) T- Time
Prepare and time estimate,
Be prompt at all times
(Repair order to preparation and billing delivery and complaint
Handling)
Provide fast service bin with time and standard/ using quick repair bays
delivery at promised time.
5) C- Customer and Complaint Handling
All customers after service to ascertain satisfaction.
Record analysis and resolve all complaint be courteous at all time.

We forever remain committed to service and excellence

BIJJARAGI MOTROS
H. R. (Human Resource) Department.
1. Recruitment
2. Job analysis
3. Advertisement
4. Selection
5. Appointment
6. Performance appraisal
Job Analysis:
After the man power audit (DQ-1) is carried out the DQCTC team leader
should discuss following with the dealership principal.
 Number of people to be recruited.
 Job analysis of each position.
a) Job description given in the site naukari.com (link TATA motors
Dealers)
B) Job specification education, skill, experience, special qualities.
C) The salary offered far this position in the market.

BIJJARAGI MOTROS
Advertisement:
Dealership should give the advertisement for the posts to be filled the advertisement
can be placed in
 Job search site – NAUKARI.Com
Tata motors has tied up with naukari.com for provide channel to the dealerships to
get man power as per standard dealers need to register and place the vacancy
notification or the site.
The individual response can be viewed only by that dealer and not by any dealer.
Local manpower/ automobile magnize.

Dealership own website.
Selection:
First stage in the selection in short listing of candidates applies the following
short listing.
Does the candidate have required qualifications as specified by tata motors?
What is his experience in the similar position else where?
What is the skill level he has? Preference should be given if he has worked on
higher technology car like CRDI, EURO Cars.
Second stage is interviewing
The panel of the interviews should include ideally 2-3 people general manager works
manager any other experienced person from industry final interview by CEO or dealer
principal for the past of worker manager/ general manager/ spare parts Manager do
involve CSE‘s in the panel.
This interview should be targeted at assessing the capabilities of the person to the take up
with the current profile, ability to deliver results and learning attitude.

BIJJARAGI MOTROS
Appointment:
Dealership should after an appointment letter mentioning the terms and conditions
remuneration and various benefits. It is a good strategy for improving retention that the
candidate signs a 3-4 years bond with the company. Alternatively a small portion from
retention money and can be rein based after 3 years.
It is good to finalized at least 2-3 candidates for each vacancy. This date will be helpful
in care dealership need to appoint some body in the immediate future.
Performance appraisal (Measurement):
The performance of the various personnel is found out through various DQCTC audit
and reports. These are included management basis.
Basis on the D-2 audit G.M (General Manager), W.M (Work manager), C.R.M
(Customer relation manager) has to do some basic preparation to conducting review.
Customer expectation as per JDP (James David Power) Parameters.
Service quality
 Ability to diagnose problems properly
 Quality of work performance on the vehicles
 Toughness in fulfilling requests
 Availability of pets for service
Problems experienced
 Trouble free operation
 Freedom from squeals and rattles
 Ease of maintain and repair overall quality relialibility and duties
User friendly service

 Consideration for the customers free
 Standing behind their service
 Convents days and hours of operation

BIJJARAGI MOTROS
Standard Modules
A) Performance management
a. Ensuring repair quality
Sign specific tools/equipments

Adhering to quality parameters
specified
Carrying out all prework standard checks
To ensure this a work manager has to do a (c-2) (b) job card, audit on daily
basis for each team. It should be a live audit.
To ensure that the quality parameters have indeed has been adhered to work
manager should ask the technical to show the quality parameter value set on
any particular car.
b. Ensuring washing quality
c. Ensuring timely delivery
d. Improving worships productivity.
B) Customer complaint management

a. Work manager has to refers to (c-8) on daily basis to know and resolve the
open complaint.
b. Whenever a complaint vehicle comes to workshop for resolution, work
manager will himself diagnose the problem with service advisor.
c. Complaint open for more than 3 days work manager should put up this
comments obey the complaint cannot be closed
C) Human resource management

a. training
b. incentives/rewards
c. house keeping
review

BIJJARAGI MOTROS
Daily review
Conduct review with TC on the C-2(B)

Conduct daily review along with CRM(customer relationship
management)on the shop floor in the front of daily meeting board Discuss
the repeat complaint received during the calls made on the previous day
with the concerned team
Weekly review
Conduct weekly review along CRM in the shop floor in front of C-5 and C-
6 board
Discuss the critical performance parameters
Set targets for next weak and prepare action plan for each group
Monthly review
Participate in the monthly review meeting along with TATA motors

representatives.
Discuss the performance scores critical manpower like quality audit
Discuss process score like C-2,C-4
Prepare monthly action plan and set targets for composite score for the next
month

BIJJARAGI MOTROS
Work Profile, Roles and Responsibilities of sales department
Sales manager
 Conduct a meeting at sharp 9.30am, taking daily

commitment(delivers{finance and ex-warranty},new enquiry generation and
booking)
 Taking knowledge of CRMDMS and operating system.
 Taking care daily enquiries and opening the green forms
 Taking care of requirements of vehicles.
 Taking care of committed daily target.
 Arranging the weekly training according to the requirements of the sales

executives.
 Planning for the demo camp and test drive camp every month 10to 22
nd
and execute them successfully.
 Submit report to AGM & TATA motors (with necessary documents) of

the demo camp after the event.
 Replaying to any mail or sending any mail has mark to AGM
 Vehicle allotment
Keeping knowledge about competitive products, scheme and price.

BIJJARAGI MOTROS
1. Showroom executive
 Attending the walk-in customers.
 Taking care of green forms of the prospective customers.
 Maintaining the showroom walk in & inquiry register.
 Taking care of water & tea for the customers.
 Guiding the customers to solve there quarries, & informing the

responsible persons.
Taking care of the cleanness of showroom & display vehicles in showroom
2. Sales executive
 At morning, daily commitment of green & yellow forms &

delivery
 Taking care of finance, insurance, warranty, commitments of

relative customers.
 Executive has to take care of customers before booking to hand

over the final documents to customers.
 Prior approval of SM before commitment
 Taking care of outdated (30days) green forms.
 At evening, report of the morning commitments.
 Keeping knowledge about competitive products, scheme & price.

BIJJARAGI MOTROS
Finance Manager
 Providing the full information of finance scheme & finance documents to
the customer & charges of documents.
 Finance manager has take care all the financial issues (receipt, invoice,
insurance copy & key), it may be in house or non in house, bank.
 Taking care of the RO & finance amount.
 After receiving the payment by the financier arrange to send documents
for financier (finance company or bank).
 Replaying to any mail or sending any mail has to AGM
SSM
 Taking care of vehicle delivers in time.
 Making the available all the resources at the times of delivery.
 Before delivery checking the file of the customer & taking the signature of
accountant, sales manager, and assistant general manager on that file.
 Taking care of white forms, maintaining the quality of white form.
 Sending the photo & thanking letter to customer.
 Making calls to customer within 48 hours after the delivery of vehicle.
 Corresponding with TATA motors (RSSM, SSM, and TML).
 Taking care of empower card.
Replaying to any mail or sending any mail has to AGM

BIJJARAGI MOTROS
BACK OFFICE
1. System operator
 Opening green and yellow forms in CRMDMS
 Invoicing, sales certificate
 Taking care of out dated green & yellow form
 At the end of the day mailing the daily reports (stock, A/C, billing) to
AGM.
 Taking care of the documents of TP.
 Replaying to any mail or sending any mail has mark to AGM.
2. System admin
 Sending daily enquiries reports to PCDB
 Taking care of punching of vehicles
 Checking the TML & TMLD payments
 Checking the mails & informing the concern person
 Taking care of mails correspondence.
 Taking care of reports like rolling plan, activity plan, off take & retails,
opening & closing stock of the month.
 Taking care of connectivity of CRMDMS
 Providing the training & solving the problem of the CRMDMS
 Taking care of computers of the organization.
 Replaying to any mail or sending any mail has mark to AGM.

BIJJARAGI MOTROS
3. Billing personal
 Taking care of back office work.
 File updating, maintaining the soft copy of customer data.
 Putting payments receipt in customer‘s file.
 Taking care of extended warranty & sending payments in time according

to global administration commitments.
 Sending finance documents after receiving the payment from the financier.
 Taking care of TP & all documents of the customers.
 Replaying to any mail or sending any mail has mark to AGM

BIJJARAGI MOTROS
INTRODUCTION
Introduction and Definition of Grievance:
A grievance is any dissatisfaction or feeling of injustice having connection

with one‘s employment situation which is brought to the attention of management.
Speaking broadly, a grievance is any dissatisfaction that adversely affects
organizational relations and productivity. To understand what a grievance is, it is
necessary to distinguish between dissatisfaction, complaint, and grievance.
1. Dissatisfaction is anything that disturbs an employee, whether or not the unrest

is expressed in words.
2. Complaint is a spoken or written dissatisfaction brought to the attention of the

supervisor or the shop steward.
3. Grievance is a complaint that has been formally presented to a management

representative or to a union official.
According to Michael Jucious, ‗grievance is any discontent or dissatisfaction

whether expressed or not, whether valid or not, arising out of anything connected with
the company which an employee thinks, believes or even feels to be unfair, unjust or
inequitable‘.
In short, grievance is a state of dissatisfaction, expressed or unexpressed, written

or unwritten, justified or unjustified, having connection with employment situation.
Market area in India has been witnessing several changes in charter and
Complexity since the last few years. These changes include a higher reach of mass media,
particularly due to an increased penetration of satellite Channels, availability of a greater
assortment of products and services. Higher level of consumer spending on items other
than basic necessities, more discerning choice behavior exhibited by

BIJJARAGI MOTROS
consumers, and a clear Indication of consumer preference for better value in products and
services.
The passenger vehicle segment in the automobile industry plays a vital role in
India. The present day market is such that the passenger vehicle is affordable by Middle
class people in urban and semi-urban areas; it is also more convenient for traveling short
and long distance. Over the years the sales figured of the four wheelers has increased to a
very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now
the sales have shot up to millions.
The Indian automobile industry is now striding inroads into the rural middle class
after its inroads into the urban markets and rural rich. It is trying to bring in varying
products to suit requirements of different class segments of customers.
Vehicles that can be considered automobiles were demonstrated as early as 1769
and 1885 marked the introduction of gasoline powered internal combustion engines.
Features of Grievance:
1. A grievance refers to any form of discontent or dissatisfaction with any aspect

of the organization.
2. The dissatisfaction must arise out of employment and not due to personal or
family problems.
3. The discontent can arise out of real or imaginary reasons. When employees
feel that injustice has been done to them, they have a grievance. The reason for
such a feeling may be valid or invalid, legitimate or irrational, justifiable or
ridiculous.
4. The discontent may be voiced or unvoiced, but it must find expression in some
form. However, discontent per se is not a grievance. Initially, the employee
may complain orally or in writing. If this is not looked into promptly, the
employee feels a sense of lack of justice. Now, the discontent grows and takes
the shape of a grievance.
5. Broadly speaking, thus, a grievance is traceable to be perceived as non-
fulfilment of one‘s expectations from the organization.

BIJJARAGI MOTROS
6. Miscellaneous:
These may be issues relating to certain violations in respect of promotions, safety

methods, transfer, disciplinary rules, fines, granting leaves, medical facilities, etc.
Effects of Grievance:
Grievances, if not identified and redressed, may adversely affect workers, managers,
and the organization.
The effects are the following:
1. On the production:
a. Low quality of production
b. Low productivity
c. Increase in the wastage of material, spoilage/leakage of machinery
d. Increase in the cost of production per unit
2. On the employees:
a. Increase in the rate of absenteeism and turnover
b. Reduction in the level of commitment, sincerity and punctuality
c. Increase in the incidence of accidents
d. Reduction in the level of employee morale.
3. On the managers:
a. Strained superior-subordinate relations.

b. Increase in the degree of supervision and control.
c. Increase in indiscipline cases

BIJJARAGI MOTROS
Need for a Formal Procedure to Handle Grievances:
A grievance handling system serves as an outlet for employee frustrations,

discontents, and gripes like a pressure release value on a steam boiler. Employees do not
have to keep their frustrations bottled up until eventually discontent causes explosion.
The existence of an effective grievance procedure reduces the need of arbitrary

action by supervisors because supervisors know that the employees are able to protect
such behavior and make protests to be heard by higher management. The very fact that
employees have a right to be heard and are actually heard helps to improve morale. In
view of all these, every organization should have a clear-cut procedure for grievance
handling.
RESEARCH PROBLEM
The Research Problem
OBJECTIVES OF THE STUDY

1. To Study The existing grievance of the employee at Bijjargi Motors
2. To know the employees opinion about the present settlement system in .
3. To study the satisfaction of workers towards the present management
decision for the Employee‘s grievance .
RESEARCH METHODOLOGY
The methodology is the method used in the collecting the information, which
assists for the research problem
Description of research
Marketing research design specifies the procedure for conducting a research
project. The survey was conducted with the objective ―To study the grievance
Handling towards store and loyalty of Bijjargi motors
Data Collection Method:

BIJJARAGI MOTROS
 Primary data: In this study the primary data is collected by survey

researchI.e. systematic collection of information directly from the
respondents.
 Secondary Data: The company manuals& reports.
SAMPLING METHOD
Define Population: Population is defined in terms of elements, sample units
Sampling Unit: VIJAYAPUR.
Sampling Frame: Potential Customers for Tata Motors
Sampling Method Selected: Non Probability Sampling Method is chosen.
Sample Size: All Employees
Instrument: Questionnaire

BIJJARAGI MOTROS
1. Is work culture support you in your organization?
Mostly Rarely Some time Not at all
70% 20% 7% 3%
80%
70%
60%
50%
40%
Series1
30%
20%
10%
0%
Interpretation
The above graph interprets that put of 100 respondents 70% responds as
they were fully satisfied 20% were satisfied 7% were ok and 3% were not
satisfied with the supportive culture in the organization.

BIJJARAGI MOTROS
2. How Often You Have Good Faced Grievance In Your
Organization?
2% 8% 40% 50%
60%
50%
40%
30%
Series1
20%
10%
0%
Interpretation
The above graph interprets that put of 100 respondents 50% responded
they have never faced grievance in the organization . 40% of the works
sometime faced .8% of rarely faced 2% have faced grievance in the
organization.

BIJJARAGI MOTROS
3. Most of your grievance is related to ?
Work Supervision Work group Economic

environment
30% 70% 0% 0%
80%
70%
60%
50%
40%
Series1
30%
20%
10%
0%
Work Supervision Work group Economic
environment
Interpretation
The above graph interprets that out of 100 respondents 70% of employee is
responded as there grievance is related to supervision. 30% of employee‘s
grievance is related to work environment.

BIJJARAGI MOTROS
4. How often your complaints and grievance being taken care off.
Mostly Really Some time Not at all
70% 25% 5% 0%
80%
70%
60%
50%
40%
Series1
30%
20%
10%
0%
Mostly Really Some time Not at all
Interpretation
The above graph interprets that out of 100 respondents 98% of employee
responded that always complaints and grievance taken in care. 2%
responded as really.

BIJJARAGI MOTROS
5. How much time your superior take on a complaint ?
2 weeks 6weeks Indefinite Depended upon the

level
0% 0% 0% 100%
120%
100%
80%
60%
40% Series1
20%
0%
2 weeks 6weeks Indefinite Depended
upon the
level
Interpretation
The above graph interprets that out of 100 respondents 100% of the
employee are responded as per there problem level.

BIJJARAGI MOTROS
6. To what level the management is effective in grievance settlement?
Completely To certain extent To satisfactory Not at all
90% 10% 0% 0%
100%
90%
80%
70%
60%
50%
40% Series1
30%
20%
10%
0%
Completely To certain To Not at all
extent satisfactory
Interpretation
The above graph interprets that out of 100 respondents 90% of employee is
completely taken care of their grievance. 10% of the respondents as to
certain extent taken care.

BIJJARAGI MOTROS
7.Does the upper management pressure main reason for your
grievance
Yes No
10% 90%
100%
90%
80%
70%
60%
50%
Series1
40%
30%
20%
10%
0%
Yes No
Interpretation
The employees responded that the top level management does not
pressure or reason for the grievance.

BIJJARAGI MOTROS
8. Are you satisfied with the exiting grievance settlement system ?
Yes No
95% 5%
100%
90%
80%
70%
60%
50%
Series1
40%
30%
20%
10%
0%
Yes No
Interpretation
95% the employees interprets that they are satisfied with there grievance
settlement system . 5% were not satisfied with the existing settlement
system.

BIJJARAGI MOTROS
9.Is the decision taken by the top management related to your

grievance satisfaction?
Mostly Partly Hardly Never
75% 15% 7% 3%
80%
70%
60%
50%
40%
Series1
30%
20%
10%
0%
Mostly Partly Hardly Never
Interpretation
75% the employees responded that they are satisfied with the decision
taken by the top management. 15% were partly satisfied 7% hardly
satisfied 3% were not satisfied.

BIJJARAGI MOTROS
FINDINGS
 70% responds as they were fully satisfied 20% were satisfied 7% were ok
and 3% were not satisfied with the supportive culture in the
organization.
 50% responded they have never faced grievance in the organization .

40% of the works sometime faced .8% of rarely faced 2% have faced
grievance in the organization.
 70% of employee is responded as there grievance is related to

supervision. 30% of employee’s grievance is related to work
environment.
 60% of the employee share the grievance with there colleagues. 30%
share with the HR dept . 5% with superior and 5% with the function
head
 98% of employee responded that always complaints and

grievance taken in care. 2% responded as really
 100% of the employee are responded as per there problem level.
 90% of employee is completely taken care of their grievance. 10% of the

respondents as to certain extent taken care.
 The employees responded that the top level management does not
pressure or reason for the grievance.
 95% the employees interprets that they are satisfied with there
grievance settlement system . 5% were not satisfied with the existing
settlement system.
 75% the employees responded that they are satisfied with the
decision taken by the top management. 15% were partly satisfied 7%
hardly satisfied 3% were not satisfied.
SUGGESTIONS
BIJJARAGI MOTROS
1. Upward communication should be improved
2. In working hour meeting the employee to
a. Understand in better way
b. Motivate
CONCLUSION

BIJJARAGI MOTROS
This report concludes
There is well depended culture in the organization. Supportive

management for the convenience of the workers . The employees
will be solved as per the difficulty level of the problem time will
be taken in care . The decisions taken by the management to the
works grievance were satisfactory.

BIJJARAGI MOTROS
QUESTIONNAIRE
Instruction:
Given below are some statements. Please read each of them carefully and select
the appropriate choice as given below, by making a tick mark in the box across each
item
GENERAL INFORMATION
Name (optional) ............................................................................................
Age ................................DEPT ............................................
Survey information
1. Is work culture support you in your organization ?
(A) Mostly (B) Rarely
(C) Some time (D) Not at all
2. How often you have good faced grievance in your organization ?
3. Most of your grievance is related to ?
(A) Work environment (B) Supervision
(C) Work group (D)Economic
4. Whom do you report or share if you have grievance ?
(A) Superior (B) Colleagues

(C) Function head (D) HOD

BIJJARAGI MOTROS
5. How often your complaints and grievance being taken care off .
6. How much time your superior take on a compliant ?

(A) 2 weeks (B) 6weeks
(C) Indefinite (D) Depend upon the level
7. To what level the management is effective in grievance settlement
(A) Completely (B) To certain extent
(C) To satisfactory (C) Not at all
8. Does the upper management pressure main reason for your grievance
(A) Yes (B) No
9. Are you satisfied with the existing grievance settlement system ?
(A)Yes (B) No
10. Is the decision taken by the top management related to your grievance
satisfaction
(A) Mostly (B) Partly
(C) Hardly (D) Never
11. Is the grievance handling procedure explained to you ?
(A) Yes (B) No
THANK YOU

Grievance Handling Project

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BIJJARAGI MOTROS

This project mainly concentrates on the “Grievance Handling

GOVT FIRST GRADE COLLEGE VIJAYAPUR Page 1

HISTORY OF AUTOMOBILE INDUSTRY

GOVT FIRST GRADE COLLEGE VIJAYAPUR Page 2

―To be the Most Sought after Organization for Enabling

Tata Group Companies Achieve Industry Leadership‖

“Credibility, Integrity, Excellence & Continuous Learning and Sharing‖

GOVT FIRST GRADE COLLEGE VIJAYAPUR Page 3

INDIAN AUTOMOBILE INDUSTRY

 India is the second largest two-wheeler market in the world

 Fourth largest commercial vehicle market in the world

 11th largest passenger car market in the world

 Expected to be the seventh largest by 2016

Robust production: The cumulative growth of passenger vehicles segmentduring

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Economic Survey 2013-14 says:

The installed capacity of the automotive industry has been growing at a

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Automobile Dealers Network in India

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Automobile Export Numbers

Category 1998-99 2013-14

Passenger Car 25468 593507

Multi Utility Vehicles 2654 59056

Commercial Vehicles 10108 77056

Two Wheelers 100002 2083938

Three Wheelers 21138 353392

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TATA MOTORS IN INDIA

Type Public (NYSE: TTM)

Products commercial vehicles

INR 369.88 billion or $9.07 billion

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Tata Motors Limited, formerly known as TELCO (TATA Engineering and

Tata Motors' range of passenger cars is still not comprehensive by international

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considering that 2 wheelers in India cost Rs 50,000/-.

Indigenously developed mini-truck. Tata motors manufacturing units are located

Research and development

Tata Motors invests approximately up to 2 per cent of its annual turnover on

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Tata Motors have some distinct advantages in comparison to other MNC

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 Passenger Cars, Indica, Indigo

Passenger cars and utility vehicles

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Company profile of Bijjargi Motors

Show Room of Bijjargi Motors

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 To give quality service to customers.

 To know the expectations of the customers & to fulfil the expectations.

 To Maintenance of good relations with customers.

 To Quality service & reasonable charge.

 To maintain the healthy environment in the organization.

 To give full support to the employees & the customers.

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Company Name : BIJJARGI MOTORS