A STUDY ON THE WORKING OF MARUTI SUZUKI S.

M CARS

A Summer Internship Report submitted to the SRM INSTITUTE OF SCIENCE

AND TECHNOLOGY inpartial fulfilment of the requirements for the award of the Degree
of

MASTER OF BUSINESS ADMINISTRATION

Submitted by

Aswin D (Reg. No. RA2252001010028 )

Under the guidance of

Dr.K Santhana Lakshmi (Faculty Guide)

FACULTY OF MANAGEMENT

SRM INSTITUTE OF SCIENCE AND

TECHNOLOGY KATTANKULATHUR-
603 203
JULY 2023
 BONAFIDE CERTIFICATE

This is to certify that the Summer Training Report entitled “A Study on the Working of MARUTI
SUZUKI S.M CARS”, in partial fulfillment of the requirements for the award of the Degree of Master
of Business Administration is a record of original training undergone by Aswin D (Reg.No
RA2252001010028 ) during the year 2022 To 2024 of his study in the Faculty of
Management, SRM IST, Kattankulathur under my supervision and the report has not formed the basis for
the award of any Degree/Fellowship or other similar title to any candidate of any University.

Place: Chennai Signature of Guide

Date: 20.07.2023 Dr.K Santhana lakshmi
<Designation>
Faculty of Management
SRM IST, Kattankulathur

Countersigned
<Program Coordinator>

Submitted to the Faculty of Management, SRM IST, Kattankulathur for the examination held
on

INTERNAL EXAMINER EXTERNAL EXAMINER

 DECLARATION

1. Aswin D, hereby declare that the Summer Training Report, entitled “A Study on the Working
of MARUTI SUZUKI S.M CARS” , submitted to the SRM IST in partial fulfillment of the
requirements for the award of the Degree of Master of Business Administration is a record of original
training undergone by me during the period 14.06.2023 to 17.07.2023 under the supervision and guidance
of Dr K Santhana Lakshmi SRM IST, Kattankulathur and it has not formed the basis for the award of
any Degree/Fellowship or other similar title to any candidate of any University.

Place: Chennai Signature of the Student

Date: 20.07.2023
 ACKNOWLEDGEMENT

First and foremost, I offer my sincerest gratitude to our Chancellor, SRM University, for his academic
support and the facilities provided to carry out the project work at the Institute. His wide vision and
concern for students have been inspirational.
I express my heartfelt thanks to our Dean, Faculty of Management, SRM
IST, Kattankulathur who provided all facilities for carrying out this project. I take this opportunity to
express my profound gratitude and deep regards to my guide Dr.K Santhana Lakshmi for the exemplary
guidance, monitoring and constant encouragement throughout the course of this project.
I also take this opportunity to express a deep sense of gratitude to PeriyaSamy, for his/her cordial support,
valuable information and guidance, which helped me in completing this task through various stages. I owe
my wholehearted thanks and appreciation to the entire staff of the company for their cooperation and
assistance during the course of my project.
I thank God Almighty for showering his perennial blessing on me for giving me the courage to pursue this
project work successfully. I owe a lot to my parents, who encouraged and helped me at every stage of my
personal and academic life, and longed to see this achievement come true.
Aswin D
RA2252001010028
 TABLE OF CONTENTS

CHAPTER CONTENTS PAGE NO.

I Introduction 1

1.1 About the Industry 1

1.2 About Maruthi Suzuki 12

II VARIOUS DEPARTMENTS 32

2.1 Human Resources Department 33

2.2 Marketing Department 33

2.3 Finance Departments 35

2.4 Service Departments 40

III SWOT ANALYSIS 42

IV CONCLUSION 47

V REFERENCE 48
 CHAPTER 1

INTRODUCTION

1.1 ABOUT THE INDUSTRY

Over a period of more than two decades the India Automobile industry has been
driving its own growth through phases. The entry of Suzuki Corporation in Indian
passenger car manufacturing is often pointed as the first sign of India turning to a market
economy. Since then the automobile sector witnessed rapid growth year after year. By
late-90's the industry reached self reliance in engine and component manufacturing from
the status of large scale importer. With comparatively higher rate of economic growth
rate index against that of great global powers, India has become a hub of domestic and
exports business. The automobile sector has been contributing its share to the shining
economic performance of India in the recent years. With the Indian middle class
earning higher per capita income, more people are ready to own private vehicles
including cars and two-wheelers. Product movements and manned services have boosted
in the sales of medium and sized commercial vehicles for passenger and goods transport.
Side by side with fresh vehicle sales growth, the automotive components sector has
witnessed big growth. The domestic auto components consumption has crossed rupees
9000 crores and an export of one half size of this figure

Overview Of Automobile Industry

The Indian automobile industry is going through a technological change where each firm
is engaged in changing its processes and technologies to sustain the competitive
advantage and provide customers with the optimized products and services. Starting from
the two wheelers, trucks, and tractors to the multi utility vehicles, commercial vehicles
and the luxury vehicles, the Indian automobile industry has achieved tremendous amount
of success in the recent years.As per Society of Indian Automobile Manufacturers (SIAM)
the market share of each segment of the industry is as follows:.

1
The market shares of the segments of the automobile industry

Figure 1.1

The automobile industry had a growth of 15.4 % during April-January 2007, with the
average annual growth of 10-15% over the last decade or so. With the incremental investment of
$35-40 billion, the growth is expected to double in the next 10 years. Consistent growth and
dedication have made the Indian automobile industry the second- largest tractor and two-wheeler
manufacturer in the world. It is also the fifth-largest commercial vehicle manufacturer in the world.
The Indian automobile market is among the largest in Asia.The key players like Hindustan Motors,
Maruti Udyog, Fiat India Private Ltd, Tata Motors, Bajaj Motors, Hero Motors, Ashok Leyland,
Mahindra & Mahindra have been dominating the vehicle industry. A few of the foreign players
like Maruti Suzuki Kirloskar Motor Ltd., Skoda India Private Ltd., Honda Siel Cars India Ltd.
have also entered the market and have catered to the customers’ needs to a large extent. Not only
the Indian companies but also the international car manufacturing companies are focusing on
compact cars to be delivered in the Indian market at a much smaller price. Moreover, the
automobile companies are coming up with financial schemes such as easy EMI repayment
systems to boost sales. There have been exhibitions like Auto-expo at Pragati Maidan, New Delhi
to share the technological advancements. Besides, there are many new projects coming up in the
automobile industry leading to the growth of the sector. The Government of India has liberalized
the foreign exchange and equity regulations and has also reduced the tariff on imports,
contributing significantly to the growth of the sector. Having firmly established its presence in the
domestic markets, the Indian automobile sector is now penetrating the international arena.

2
Top Ten Players in Indian Automobile Sector

India are at their highest levels. The leaders of the Indian automobile sector, such as Tata
Motors, Maruti and Mahindra and Mahindra are leading the exports to Europe, Middle
East and African and Asian markets. The Ministry of Heavy Industries has released the
Automotive Plan 2006-2016, with the motive of making India the most popular
manufacturing hub for automobiles and its components in Asia. The plan focuses on the
removal of all the bottlenecks that are inhibiting its growth in the domestic as well as
international arena.The domestic players as well as the foreign players dominate the
Indian automobile sector. The key players contributing to the growth of the sector are
discussed below.

• Maruti Suzuki India

• Hero Motors Limited

• Tata Group

• Bajaj Auto Limited

• Mahindra Group

• Ashok Leyland

• Yamaha Motor India

• Hyundai Motors India Limited

• Maruti SuzukiKirloskar Motor Private Limited

• Honda Siel Cars India Limited

3
Industry profile

a.)Origin and development of the industry.

The automotive industry in India is one of the largest in the world and one of the
fastest growing globally. India's passenger car and commercial vehicle manufacturing
industry is thesixth largest in the world, with an annual production of more than 3.9
million units in 2011. According to recent reports, India overtook Brazil and became the
sixthlargest passenger vehicle producer in the world(beating such old and new auto
makers as
Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil),
growing 16 to 18 per cent to sell around three million units in the course of 2011-12. In
2009, India emerged as Asia's fourth largest exporter ofpassenger cars,behind Japan,
South Korea, and Thailand.[3] In 2010, India beat Thailand to become Asia's third largest
exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles.
More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of
33.9%), making the country the second (after China) fastest growing automobile market
in the world. According to the Society of Indian Automobile Manufacturers, annual
vehicle sales are projected to increase to 5 million by 2015 and more than 9 million by
2020.[6] By 2050, the country is expected to top the world in car volumes with
approximately 611 million vehicles on thenation's roads.
The majority of India's car manufacturing industry is based around three clusters in the
south, west and north. The southern cluster consisting ofChennaiandBangaloreis the
biggest with 35% of the revenue share. The western hub nearMumbaiandPunecontributes
to 33% of the market and the northern cluster around theNational Capital
Regioncontributes 32%.Chennai, is also referred to as the "Detroit of India" with the India
operations of Ford,Hyundai,Renault,Mitsubishi,Nissan,BMW,Hindustan
Motors,Daimler,Caparo, andPSA Peugeot Citroënis about to begin their operations
by 2014. Chennai accounts for 60% of the country's automotive exports.
GurgaonandManesarinHaryanaform the northern cluster where the country's largest car
manufacturer,Maruti Suzuki, is based. The Chakancorridor nearPune,Maharashtrais the
western cluster with companies likeGeneral Motors,Volkswagen,Skoda,Mahindra and
Mahindra,Tata Motors,Mercedes Benz,Land Rover,FiatandForce Motorshaving assembly
4
plants in the area.Aurangabadwith Audi,SkodaandVolkswagenalso forms part of the
western cluster. Another emerging cluster is in the state ofGujaratwith manufacturing
facility of General Motors in Haloland further planned forTata Nanoat Sanand. Ford,
Maruti Suzuki and Peugeot-Citroenplants are also set to come up in Gujarat. Kolkata
with Hindustan Motors,Noida with Honda and Bangalore with Toyotaare some of the
other automotive manufacturing regions around the country
b) Future Plans of maruti
On May 11, 2011, Maruti announced its plans to design new car models at its
Rohtak Plant in India. The new car models will be crafted for the next four years for the
Indian and International Market. Maruti is experimenting with new car models in an
effort to stay ahead of its competition and will be responsible for 25 per cent of Suzuki, its
parent company’s, revenues. In the financial year 2010-2011 Maruti Suzuki reported a net
sales figure of 37,522 crore rupees. Maruti will invest in a new plant in Gujarat which will
produce 6 million units a year which is being done in an effort to make the company the
leader in the car market. The company is having a look at different plants as shown by the
Government of India. In another effort, Maruti will introduce four new cars in the Indian
market: The mass-market hatchback, a utility vehicle, a new and improved Swift, and a
unique SX4. The company plans to release the design of the YE3, the hatchback by
JuneJuly 2011 while the car will actually be shown in the Auto Expo 2012. The company
plans to design the YE3 without any involvement of Suzuki which is a major feat since
most of its cars have been designed in collaboration with Suzuki in the past. The YE3
will be a four-door, four seat hatchback and will be available in a 600-800cc engine and a
five speed manual transmission. The company also plans to launch the Maruti R3 under a
different name. The Maruti R3 is a Multi-Utility Vehicle that will come in a Rs. 7 lakhs –
Rs. 9 lakhs ex-showroom price and is a six-seater compact van strapped with three rows
of seats and rear-hinged rear doors. The car will come in both 1.2 litre K-Series engines
and a 1.6 litre Variable Valve Timing engine, each of which have been present in the
popular models of Swift and SX4. The R3 will compare to an Innova. The company plans
to sell it in emerging markets.

5
 It will be showcased in the Auto Expo 2012. The company plans to get a diesel
engine for the car from Volkswagen. The third new model of Maruti, the new Swift will
be launched by July 2011 will a 1.3 litre multi-jet diesel engine and a 1.2 litre K-Series
engine. The new Swift fall in the Rs. 3.5 - 5.5 lakhs bracket depending on the model and
approximately 17,000 units will be produced each year. Along with coming up with new
cars and new plants, Maruti is also expanding its transportation capacity. The company
has forged partnerships for this with the Adani group to set up a mega car terminal at the
Mundra port.

6
1.2 ABOUT MARUTI SUZUKI

1) ORIGIN OF MARUTI SUZUKI

FIGURE 1.2

(1) Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by the
lack of an efficient public transport system.
(2) Suzuki Motor Company was chosen from seven prospective partners worldwide. This
was due not only to their undisputed leadership in small cars but also to their
commitment to activelybring to MUL contemporary technology and Japanese
management practices (which had catapulted Japan over USA to the status of the top auto
manufacturing country in the world).
(3) A licence and a Joint Venture agreement was signed between Govt of India and Suzuki
Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982

The objectives of MUL then were:

• Modernization of the Indian Automobile Industry.

• Production of fuel-efficient vehicles to conserve scarce resources. Production of

large number of motor vehicles which was necessary for economic growth.

7
 Maruti Suzuki India Limited

Type Public

Traded as BSE : 532500 NSE : MARUTI

BSE SENSEX Constituent

Industry Automotive

Predecessor(s) Maruti Udyog Limited

Founded 1981

Headquarters New Delhi, India[1]

Key people Shinzo Nakanishi (CEO

& MD)

Products Automobiles

Revenue 37,522crore(US$6.79 billion)(2010-11)[2]

Net income 2,288crore(US$414.13 million)(2010-11)[2]

Employees 6,903 (2011)[3]

Parent Suzuki Motor Corporation

8
2) Growth, development & present status of the organization

Our Vision

Figure 1.3 Maruti Vision Graph

Our core values

1) Customer obsession.

2) Fast, Flexible and First mover.

3) Innovation and creativity.

4) Networking and partnership.

5) Openness and learning.

9
Technological Advantage

We have to introduced the superior 16 * 4 hypertech engines across the entire

Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit
computer to a fuel-efficient 4-value engine to create a optimum engine delivery. This
means every Maruti Suzuki owner gets the ideal combination of power and performance
from his car. Our other innovation has been the introduced of electronic power
steering(EPS) in select models. This result in better and greater maneuverability. In other
words our cars have become even more pleasurable to drive.

Production /R & D

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the
Maruti Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an
average, two vehicles roll out of the factory every minute. And it takes on an average,
just 14 hours to make a car. More importantly, with an incredible range of 11 models
available in 50 variants, there's a Maruti Suzuki made here to fit every car-buyer's
budget. And dream.

PRODUCTION MILESTONES

1st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

1st vehicle produced, December 1983

10
1 ,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

15,00,000 vehicles produced by April, 1996

20,00,000 vehicles produced by October, 1997

25,00,000 vehicles produced by March, 1999

30,00,000 vehicles produced by June, 2000

35,00,000 vehicles produced by December 2001

40,00,000 vehicles produced by April, 2003

45,00,000 vehicles produced by April, 2004

11
Company History

Figure 1.4

MILESTONES

2005

• The fiftieth lakh car rolls out in April, 2005

• Growth in overall sales by 15.8%

2004

• New (non A/C) variant of Alto

• Alto becomes India's new bestselling car

• LPG variant of 'Omni Cargo'

12
 • Versa 5-seater, a new variant

• Baleno LXi, a new variant

• Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the
highest ever since the company began operations 20 years ago

2003

• New Suzuki Grand Vitara XL-7

• Redesigned and all-new Zen

• New upgraded WagonR

• Enters into partnership with State Bank of India

• Production of 4 millionth vehicles. Listed on BSE and NSE after a public

issue oversubscribed 10 times

2002

• WagonR Pride

• Esteem Diesel. All other variants upgraded

• Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor

Services and Maruti Insurance Brokers Limited

• Alto Spin LXi, with electronic power steering

• Special edition of Maruti 800, India’s first colour-coordinated car

13
 • Maruti True value in Mumbai

• Maruti Finance in Mumbai with 10 finance companies

• Suzuki Motor Corporation (SMC) increases its stake in Marutito 54.2 percent

2001

• Zen LXi

• Maruti True Value launched in Bangalore and Delhi

• Maruti Versa, India’s first luxury MPV

• Alto Spin LXi, with electronic power steering

• Alto Vxi

• Customer information centers launched in Hyderabad, Bangalore and Chennai

• Launch of versa

2000
• First car company in India to launch a Call Center

• New Alto

• Altura, a luxury estate car

• IDTR (Institute of Driving Training and Research) launched jointly with the Delhi
government to promote safe driving habits.
14
1999

• Maruti 800 EX ( 796cc, hatchback car)

• Zen LX (993cc, hatchback car)

• Zen VXi (993cc, hatchback car with power steering)

• Omni XL ( 796cc, MUV, high roof)

• Baleno (1600cc, 3 Box Car)

• Wagon R

• Launch of Maruti - Suzuki innovative traffic beat in Delhi andChennai as

social initiatives

1998

• Maruti launches website as part of CRM initiatives

• Zen D (1527 cc diesel, hatchback car)

• Zen VX & Zen VX Automatic

• New (Omni & Omni E) (796cc, MUV)

• Launch of website as part of CRM initiatives

15
1997

• 1998 Esteem (1299cc, 3 box car) LX, VX and AX

• New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

• Produced the 2 millionth vehicle since the commencement of production

1996

• Gypsy (E) (970cc, 4WD 8 seater)

• Omni (E) (796cc, MUV, 8 seater)

• Gypsy King (1298cc, 4WD, off road vehicle)

• Zen Automatic (993cc, hatchback car)

• Esteem 1.3L (1298 cc, 3 box Car)AX

• Launch of 24-hour emergency on-road vehicle service

1995

• Esteem 1.3L (1298 cc, 3 box car)VX

• With the launch of second plant, installed capacity reached200,000 units

16
1994

• Esteem1.3L (1298cc, 3 box car)LX

• Produced the 1 millionth vehicle since the commencement of production

1993

• Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere
as the Alto

1992

• SMC increases its stake in Maruti to 50 percent

1991

• Reaches cumulative indigenisation of 65 percent for allvehicles produced

1990

• Maruti 1000(970cc, 3 box), India’s first contemporary sedan

1988

• Installed capacity increased to 100,000 units

17
1987

• Exported first lot of 500 cars to Hungary

1986

• Maruti 800 ( New Model-796cc, hatchback Car)

• Produced 100,000 vehicles (cumulative production)

1985

• Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984

• Omni, a 796cc MUV

• Installed capacity reached 40,000 units
1983

• Maruti 800, a 796 cc hatchback, India’s first affordable car.

• Production was started under JVA

1982
• License and JV agreement signed between Maruti Udyog Ltd. and SMC of Japan

1981

• Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies
Act, 1956

18
3) Organization Structure of Maruti

Organization Structure

Managing Director
Shinzo Nakanishi legal & secretary
SRA
Chairman of the Board
R. Bhargava Engineering
Figure 1.5 KA
Director
Osamu Suzuki sales & marketing
SO
Director
Davinder Brar Managing Executive Officer
IR

Managing Executive Officer

Director MP
Manvinder Banga
Adminstration
Director SS
Pallavi Shroff
Production
Director TO
Kenichi Ayukawa
Supply chain
Director SM
Amal Excutive officer(KA)
Ganguli

19
4) Product and services of the Maruti suzuki
The Company Offers A Portfolio Of 14 Brands, Ranging From The People”S
Car, Maruti 800, To The Luxury Sedan, Kizashi.

Figure 1.6

Maruti 800 Change your life

Figure 1.7

Maruti 800 has gone beyond just being a car; it has transformed the lives of millions
of people across the country by bringing the joy of motoring to them.

\
20
ALTO Let’s Go

Figure 1.8

Alto is a great combination of economy, practicality and styling. Its refreshed model
offers smart changes in the interiors. Alto is the largest selling car in India and
globally. The Alto K10 has an appealing design that is well-complemented with
elegant and smart accessories. The powerful 1litre K-series engine makes the Alto
K10 an exhilarating drive. Thoughtful engineering has made the Alto K10, a truly
eco-friendly car.
ESTILO Take a fresh view of life

Figure 1.9

With its aerodynamic contours and smooth curves, the Estilo is a perfect combination of
sturdiness and class. The all-new Estilo comes with the K-series engine, Detent Pin
Transmission Technology and cable system that offer smooth gear shifting and great
handling.

21
WAGONR For the smarter race

Figure 1.10

Based on a new platform, the all-new WagonR is the tallest in its class and has a distinct
sloping stance. The new WagonR is powered with the K-series engine that delivers
improved power and fuel efficiency. The new frame type front suspension, three point
control arm and gas filled McPherson struts lead to better stability and riding comfort.

A-STAR Stop @ nothing

Figure 1.11

Made in India to meet European standards, the A-star symbolises the beginning of a
revolution with its unique aerodynamic styling. Powered by the K-series petrol engine,
the A-star is ELV compliant and ensures maximum recyclability of all parts when they
complete their life span. The A-star is exported to many countries under the brand name
Suzuki Alto and Suzuki Celerio.

22
 RITZ Live the moment

Figure 1.12

The Ritz combines modern European design, the latest in engine technology and Suzuki's
global expertise in compact cars. It is an exceptional blend of modern design and
practicality with its aerodynamic share and best-in-class headroom and legroom. The
K12M petrol engine and 1.3 litre DDiS diesel engine powering the Ritz are supremely
refined and silent.

SWIFT You are the fuel

Figure 1.13
the new Swift comes with a new platform that makes it longer and wider. Lighter
bodyweight along with improved engine dynamics, leads to best-in-class acceleration and
a high power to weight ratio. While the plush, eye-riveting interiors add exuberance, the
new Swift gets an enhanced external appeal with futuristic styling yet retains the
characteristic sporty, bold and youthful DNA of 'brand Swift'. The new Swift is powered
by the advanced K-series and DDiS engines. *Launched in August 2011

23
DZIRE The heart car

Figure 1.14

With its desirable exteriors and luxurious interiors, the DZire is a car that has everything
one can desire. The car comes with excellent handling and luggage space and a spirited
engine. It has reassuring security features such as dual front airbags, Anti-lock Brakes
System (ABS) and Electronic Brake-force Distribution (EBD).

SX4 Men are back

Figure 1.15

Revolutionary European design; world class "drive-by-wire" technology; most spacious

in its class; steering-mounted audio controls; maximum ground clearance in its class;
high on safety with dual airbags; Anti-lock Brake System (ABS) and Electronic
Brakeforce Distribution (EBD) are the SX4's salient features. The recently added VVT
technology adds a feather to its crown. SX4 now also comes with a 1.3 litre diesel engine.
24
 KIZASHI TOP OF THE HEAP

Figure 1.16
Kizashi with its dynamic contours mirrors an athlete in motion and makes a bold and
powerful impression. The fine balance of elegance and sportiness makes it a design
marvel. A product of in-house engineering and designing by Suzuki, it is India's first
sports luxury sedan. Powered by a 2.4 litre engine, the car has upscale interiors and
excellent safety features provided by the eight standard airbags.

NEW GRAND VITARA 2.4-Reloaded

Figure 1.17

Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV
heritage to the next level. The Vitara model first hit the roads in Japan in 1988 as a 3door
part-time four wheel drive . In its second avatar, the Vitara came armed with a stylish
design, superior engineering and a new name, the Grand Vitara

25
 OMNI Ab kamyabi se hai sirf omni bhar ka fasla

Figure 1.18

Omni is truly India's original MPV. Today it is available in five variants, 5 seater, 8
seater, cargo, ambulance and liquefied petroleum gas (LPG). It meets diverse needs
across different user segments and can double up both as a people carrier and a goods
carrier. It is easy on the pocket, yet tough on the job

EECO Happiness family size

Figure 1.19
Be it a short trip, a picnic or a drive to the market, things are always best enjoyed when
done with the family. Eeco has a perfect mix of power, style, space, comfort and safety
that ensures you and your family have an enjoyable experience every time. The Eeco is
available as a 5-seater and a 7-seater and in the cargo version as well.

26
GYPSY KING There is a gypsy in everyone

Figure 1.20

With superb manoeuvrability, smooth handling and raw energy, packed into a sleek yet
rugged frame, the Gypsy King is the real adventure MUV whether ploughing through dirt
tracks, climbing formidable terrain or making way through city traffic. Maruti Suzuki is
proud to support the operations of the country's defence services with the tailor made
Gypsy King.

ERTIGA Elegant from every Angle

Figure 1.21

SAFE IN EVERY SENSE - Reliable and proven Heartect Platform coupled with Quad
Airbags in Ertiga are engineered to cocoon every passenger in complete safety and peace
of mind. Heartect Platform - Quad Airbags, Hill Hold Technology, ABS with EBD.

27
5) Market Profile of the MARUTI SUZUKI

There are Four major Competitors

 Daewoo Motors India Ltd.
 Hindustan Motors Ltd.

 Mahindra & Mahindra Ltd.

 TATA motors.

(1) Daewoo Motors India Ltd.

Figure 1.22

The company was first established as National Motor in 1937 in Bupyeong-gu,

Incheon,South Korea. The name was changed to Saenara Motor in November 1962.
Saenara was assembling and selling Datsuns Bluebird P310.[1]Very first automobile
company in Korea, Saenara was equipped with modern assembly facilities, and was
established after the Automobile Industry Promotion Policy was announced by the South
Korean government in 1962.[2]Saenara Motor was then bought by Shinjin Industrialin
1965, which changed its name to Shinjin Motorsafter establishing collaborations with
Toyota. After Toyota's withdrawal in 1972, Shinjin Motor started a joint venture with
General Motorsunder the name General Motors Korea (GMK), but was renamed again in
1976 to Saehan Motor. GMK shortly sold their Rekordunder the GMK marque, together
with the Holden Toranabased Chevrolet 1700.

28
(2) Hindustan Motors Ltd.

Figure 1.23

Hindustan Motors is an Indian automaker based in Kolkata, West Bengal, India. It is

part of the Birla Technical Servicesindustrial group. The company was the largest car
manufacturer in India before the rise of Maruti Udyog. It is the producer of the
Ambassadorcar, widely used as a taxicaband as a government limousine. This car is
based on the Morris Oxford, a Britishcar that dates back to 1954. One of the original three
car manufacturers in India, founded in 1942 by Mr. B.M. Birla,it was a leader in car sales
until the 1980s, when the industry was opened up from protection. Manoj Jha was the
Managing Director and R.Yeshwanth. Mr.Manoj Jha stepped down from the post on 21
February '2012.It began in Port Okha near Gujarat, and in 1948, moved to West Bengal.
The Place is now Called Hindmotor.

(3) Mahindra & Mahindra Ltd.

Figure 1.24

29
Mahindra & Mahindra Limited (M&M) (BSE:500520) is an Indian multinational
automaker headquartered in Mumbai, Maharashtra, India. It is one of the largest
automobile manufacturers by production in India and a subsidiary of Mahindra
Groupconglomerate. The company was founded in 1945 in Ludhianaas Mahindra &
Mohammed by brothers K.C. Mahindra and J.C. Mahindraand Malik Ghulam
Mohammed.[3]After India gained independence and Pakistanwas formed, Mohammed
emigrated to Pakistan where he became the nation's first finance minister. The company
changed its name to Mahindra & Mahindra in 1948. [4]It is ranked #21 in the list of top
companies of India in Fortune India 500in 2011.
(4) Tata Motors

Figure 1.25

Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45%.

Tata Motors Limited is India's largest automobile company, with consolidated

revenues of USD 14 billion in 2008-09. It is the leader in commercial vehicles and among
the top three in passenger vehicles. Tata Motors has winning products in the compact,
midsize car and utility vehicle segments. The company is the world's fourth largest truck
manufacturer, and the world's second largest bus manufacturer with over 24,000
employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4
million vehicles in India.Tata Motors is the first company from India's engineering sector
to be listed in the New York Stock Exchange (September 2004), has also emerged as an
30
international automobile company. Through subsidiaries and associate companies, Tata
Motors has operations in the United Kingdom, South Korea, Thailand and Spain. Among
them is Jaguar Land Rover, a business comprising the two British brands which was
acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South
Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles
Company has launched several new products in the Korean market, while also exporting
these products to several international markets. Today two-thirds of heavy commercial
vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired
a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, and
subsequently the remaining stake in 2009. Hispano's presence is being expanded in other
markets.In 2006, Tata Motors formed a joint venture with the Brazilbased Marcopolo, a
global leader in bodybuilding for buses and coaches to manufacture fully built buses and
coaches for India and select international markets. In 2006, Tata Motors entered into joint
venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture
and market the company's pickup vehicles in Thailand. The new plant of Tata Motors
(Thailand) has begun production of the Xenon pickup truck, with the Xenon having been
launched in Thailand in 2008. Tata Motors is also expanding its international footprint by
franchises and joint ventures assembly operations in Kenya, Bangladesh, Ukraine, Russia,
Senegal and South Africa. With over 3,000 engineers and scientists, the company's
Engineering Research Centre, established in 1966, has enabled pioneering technologies
and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow,
Dharwad in India, and in South Korea, Spain, and the UK. It was Tata Motors, which
developed the first indigenously developed Light Commercial Vehicle, India's first Sports
Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car.
Within two years of launch, Tata Indica became India's largest selling car in its segment.
In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first
indigenously developed mini-truck. In January 2008, Tata Motors unveiled its People's
Car, the Tata Nano, a development which signifies a first for the global automobile
industry. Nano brings the comfort and safety of a car within the reach of thousands of
families. The standard version has been priced at USD 2,200 or Rs.100,000 (excluding
VAT and transportation cost). The Tata Nano has been subsequently launched as planned,
in India in March 2009.
31
 CHAPTER 2

VARIOUS DEPARTMENT

TYPES OF DEPARTMENTS

1. HUMAN RESOURCE MANAGEMENT

2. MARKETING TEAM

3. FINANCE DEPARTMENT

4. SERVICE DEPARTMENT

2.1 HUMAN RESOURCE MANAGEMENT

Human resource management is the strategic approach to the effective and efficient management
of people in a company or organization such that they help their business gain a competitive
advantage. It is designed to maximize employee performance in service of an employer's strategic
objectives.

Recruitment & selection, performance management, learning & development, succession planning,
compensation and benefits, Human Resources Information Systems, and HR data and analytics
are considered cornerstones of effective HRM.

 Analysis of Organizational Plans and Objectives. ...

 Preparing a Human Resources Inventory. ...
 Assessing Future Supply and Demand. ...
 Matching Supply and Demand. ...
 Establishing an Action Plan.

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HUMAN RESOURCE DEPARTMENT

HUMAN RESOURCE DEPARTMENT

↓
HUMAN RESOURCE MANAGER
↓

HUMAN RESOURCE ASST. MANAGER

2.2 MARKETING DEPARTMENT

The major responsibilities of this department include sales and promotion, advertising,
visual merchandising, organizing special events, public relation etc.

MARKETING DEPARTMENT CHART

Marketing Department
↓
Marketing Department Layout
↓
Marketing Manager

Marketing Associates

33
WORK IN MARKETING DEPARTMENT

Marketing head office can summarize all the data and furnished the information to the
secretary operating committee for review in the operating committee meeting.

MARKETING PROCESS

The Marketing process is the front end of the lousiness activities of Iman Apparels and
is responsible for the sales and science of the entire product m. Market coordination, one of the
activities of marketing process receives annual forecast from the marketing need quarters. It
also receives monthly indents from marketing. Further to these, market co-ordination receives
additional indents also and when required of finished product is compiled based on these
indents.
The consolidated requirement are furnished to the production planning department,
one of the activated of product realization, to draw up the production programmed for the
ensuring month. The data furnished by the market co-ordination help the production planning
department to schedule the requirement of resources once the resource are made available,
value adding activities are caused out to produce products to meet the customer requirements.

Quality assurance department, one of the activities of measurement, analysis and

ensure the quality of the product against the specifications. Research and development
department to develop the methods for the up – graduation of the existing products and also
for the innovation of new products as required by the customers.

Complaints received from the customers are communicated to the R&D. QA and
production department for the corrective and preventive actions to prevents its occurrence
again. Top management provides the resources for all the process and continual improvement
of the product based on data analysis.

The organization shall establish document, implement and maintain quality

management system and continually improve its effectiveness in accordance with the
requirements of this international standards.

34
COMMUNICATION OF MARKET REQUIREMENT
 Copy of the annual sales forecast, monthly indents and additional indents is sent to
production planning department.
 Follow up to down with production planning to ensure that production orders
have been issued.
 Daily follow up is done with individual production department to determine
daily production and delivery to finished product stores.

MONTHLY REPORT

All Marketing officers shall furnish a monthly report to the marketing head office on the
following

 Product wise sales realization

 Transfer of fund to head office
 Total outstanding
 Stock statement
 Stock movement reports
 Details of defective materials returns
 Customer complaints
 Details of Debit/Credit Notes
 Other salient activities if any

2.3 FINANCE DEPARTMENT

The account department follows double entry system and maintains subsidiary books. They are

 journal

 ledger

 purchase book

 sales book

35
  packing material register

 stock register

 petty cash book

 cash book

 purchase return book

 sales return book

CASH BOOK

The cash book is maintained to record all cash transaction i.e. Cash receipts and cash
payments. The credit transactions do not find any entry or place in the cash book. So each sale,
purchase and other expenses are recorded.

PURCHASE BOOK
It is maintained to record all credit purchase of goods made by the company.
Cash purchase does not find any place in this book

SALES BOOK
In the sales book, the company does only the credit sales. Cash sales do not find any place
in this book

LEDGER ACCOUNT

The company after preparing the above said books prepares the ledger account. The
ledger account is prepared at the end month. The ledger account is prepared by posting from
the subsidiary books.

TRAIL BALANCE

After preparing ledger accounts, the trail balance is prepared. The posting is made from the
ledger accounts.
36
ACCOUNTING PROCESS

Process of accounting is as follows:

Business

Entry Book

Subsidiary Book (Journal)

Ledger

Trial balance

Trading profit & loss a/c

Balance Sheet

FUNCTIONS OF ACCOUNTS DEPARTMENT

While some people may have a differing opinion, the essential roles and duties of virtually
any accounting department should include the following:

 Money out – making payments and keeping the bills paid.

 Money in – processing incoming payments.
 Payroll – make sure everyone gets paid (including the government).
 Reporting – preparing financial reports, e.g. P&L, Balance sheets and budgets.
 Financial Controls – to avoid errors, fraud and theft.

Accounts Payable (money out) – In order to maintain great relationships with vendors making
sure that everyone gets paid on time is a vital role. The role of the accounting department
includes keeping an eye on opportunities to save money, for example, determining if there are
37
discounts or incentives available for paying certain vendors more quickly. At the very least,
AP (Accounts Payable) should be scheduled to assure that the least amount of money has to
go out per payment, i.e., no late payment charges Finance department is blood of any business
organization to survive. Any organization handicapped by finance will never complete an
ultimate result in failure and a burden to economy. Finance department is concerned with
planning and controlling of company finance resources.

The company policy is formulated and credit worthiness of the customer is evaluated
audits such as cash audit, internal audit, cost audit is done per month. in the finance
department of no. of staff members contributing towards the effective functioning of the
department

The finance department is also responsible for management of the organization’s cash
flow and ensuring there are enough funds available to meet the day to day payments. This area
also encompasses the credit and collections policies for the company’s customers, to ensure
the organization is paid on time, and that there is a payment policy for the company’s suppliers.
In most organizations there will be some form of forecast prepared on a regular basis to
systematically calculate the ongoing cash needs.

Where there are cash needs beyond the day to day working capital, the finance
department is responsible for advising and sourcing longer term financing. Financing may be
obtained though bank or private lender debt or, in applicable firms, share issues to private
investors. If the organization is ready to target angel investors or venture capitalists the finance
department will be key in preparing the documents required for these presentations and may
work with outside consultants on a company valuation.

In larger firms considering public share offerings the finance department will assist
with the preparation of the offering documents but will likely also use outside consultants to
advise on this complicated process.

Finally, the finance department should be called upon to provide information to assist
managers in making key strategic decisions, such as which markets or projects to pursue or the
payback periods for large capital purchases. The finance department can often contribute an
objective perspective based on special financial assessment techniques.

38
FINANCE AND INSURANCE

The finance and insurance department, or ‘F&I’ department, at automobile dealerships is

where the dealership builds their revenue streams by constructing deals with customers and selling
additional products and services. These professionals play a direct role in the success and growth
of the business and, when properly trained, can achieve incomes making it an excellent career
investment.

THE ROLE OF THE F&I DEPARTMENT IN THE CAR-BUYING PROCESS

The F&I department is staffed with experienced professionals who have the training
needed to understand all of the financial aspects of car buying. A quality F&I educationincludes a
thorough understanding of how to interpret credit scores as well as how to structure and
understand loans.

Remember that most people do not buy cars with cash. Instead, they rely on loans to allow
them to finance the car that they want. Someone at the car dealership needs to have the training to
understand the loan terms and make sure that it has been set up properly for the purchase of this
particular car.

The F&I professional will also want to try and get the customer to finance their cardirectly
through the dealership. This would make it easier for them to generate revenue from the car sale,
as the income from loan payments will then directly benefit the dealership. For this reason, F&I
professionals must know how to create deals that can try to compete with the offers the customer
may have received through outside financing options.

In addition to the technicalities involved with the loans needed for the purchase, the F&I
professional will also have a thorough understanding of the extra products that the car dealership
offers. They will try to sell these extras to the customer as they pay for the car. These additional
add-ons will include options such as extended service contracts, maintenance packages, or
antitheft precautions. The F&I professional, therefore, must know how each of these options
offered by their particular dealership works, and how they benefit customers. Their goal is to help
the customer buy the car they want, while also helping their dealership in the process.

39
 Finally, the F&I professional will often be one of only a few people at the dealership who
has the training neededto go through some of the final sale forms needed to actually complete the
sale of the car. They can help answer customer questions and make sure that all of the paperwork
is in order to complete the large purchase.

THE IMPORTANCE OF GOOD F&I TRAINING

Clearly, the F&I professional plays an important role in the sale of cars and the health of a
dealership. A good F&I professional will help their dealership generate considerable income and
bring them more customers. The F&I professional helps customers to connect with their preferred
car and helps them see a path towards purchasing it.

This type of rigor will help to demonstrate to the dealerships that the professional has the
training needed to correctly navigate the loans and financing of car sales.

2.4 SERVICE DEPARTMENT

Automotive Servicesmeans services, including but not limited to design services, logistics
services, assembly services, warranty administration services, technical support services and
diagnostic services, reasonably related or incidental to the development, manufacture, sale or
distribution of Automotive Products and any other automotive services. Automotive Services
means the repair, rebuilding or reconditioning of motor vehicles or parts thereof, including
collision service, painting and steam cleaning of vehicles and commercial carwashes.

The automotive services industry encompasses fields such as auto parts manufacturing,
automotive process assembly, and car engine machine repair. Automotive services may also
specialize in brake design, clutch repair, or diesel engine repair.

Maintenance tasks commonly carried out during a motor vehicle service include:

 Change the engine oil

 Replace the oil filter

 Replace the air filter

40
  Replace the fuel filter

 Replace the cabin or a/c filter

 Replace the spark plugs

 Check level and refill brake fluid/clutch fluid

 Check Brake pads/Liners, Brake discs/Drums, and replace if worn out

 Check Coolant Hoses

 Check the charging systems

 Check the battery

 Check level and refill power steering fluid

 Check level and refill Automatic/Manual Transmission Fluid Grease and lubricate
components

Automotive Customer Service Representative - Essential Duties. Supervises all vehicle

deliveries, ensuring that each customer is informed of the vehicle's warranty details,
maintenance requirements, and features, particularly those related to safety.

The role of CS in the auto industry should be to ensure strong and lasting relationships
with customers, by creating reliable and efficient service centers. What are the markers of good
CS in this case?

 Quick response time

 Availability of support on multiple channels
 Personal and detailed/customized communication, usually through CRM software
 Mechanisms for addressing frequent and easily solved questions, even outside of office
hours, such as chatbots
 "Extras" or "add-ons" such as coupons or discounts for a car wash, or little freebies like a
car air freshener.

41
 CHAPTER 3

SWOT ANALYSIS

Strengths of Maruti Suzuki

The strengths of a company are the unique qualities that provide it with an advantage in acquiring more
market share, attracting more customers, and maximizing profitability. Maruti Suzuki’s strengths are as
follows:
 Market Share: Maruti Suzuki has a large market share with a share value of 45 percent which is
comparatively more if compared to its competitors and this is one of the biggest strengths of Maruti
Suzuki.
 Number of Sales: Maruti Suzuki registered the highest number of domestic sales in the previous
fiscal year, with 9,66,447 units. This has recently surpassed the national sales mark of 10 million.
 Brand Value: Maruti Suzuki has high brand recognition and a large consumer base. Also earned
a good reputation for selling second-hand vehicles of good quality through its true value chain.
 Strong Advertising & Reliable Suppliers: Effective approaches of advertising, good product
range, and largest dealers network to attract people. It has a strong base of reliable suppliers of raw
material thus enabling the company to overcome any supply chain bottlenecks.
 Product Quality: Maruti Suzuki engine capacity is supreme which provides more mileage as
compared to its competitors, their cars require less maintenance and service cost is the lowest in the
market. These advantages give Maruti Suzuki a complete edge over its competitors in terms of capturing
the market of the lower and middle class whose percentage is more as compared to the rich class.
 Cost Optimization: Maruti’s cost optimization strategies have benefitted the company in the
long run, for example during Covid-19 the brand localized its imports and re-structured its way of
functioning.

42
Weaknesses of Maruti Suzuki

Weaknesses are elements of a company or brand that can be strengthened. The following are Maruti
Suzuki’s flaws:
 Weak Interior Quality: Maruti Suzuki’s interior quality is weak in comparison with the high-
quality interior of Hyundai, Maruti Suzuki, Volkswagen etc. Also, the build quality of Maruti Suzuki cars
is a little bit low compared to these competitors.
 Government Intervention: Government intervenes because of having a share in Maruti Suzuki
as it’s owned by the government and a public company. Strategic decisions are dependent upon
government approvals.
 Penetration Inability: Maruti Suzuki’s one of biggest inabilities is not being able to penetrate the
world market. The company is only popular in India and some of the Asian regions other than this Maruti
Suzuki’s presence in Europe and the North American market is not that fascinating.
 Weak Managerial & labour Relationship: The relationship between management and labour
unions is not good. Employee strikes, worker’s wages strikes have declined the reputation of Maruti
Suzuki in terms of being the best working place.
 Diversification in the Workforce: The workforce at Maruti Suzuki Motors is analyzed with
mostly local workers, and low amounts of workers from other ethnical backgrounds. Lack of
diversification makes it difficult for employees from different ethnical backgrounds to adapt at the
workplace, leading to loss of talent.

43
Opportunities for Maruti Suzuki

Potential areas of attention for a corporation to enhance results, expand sales, and, ultimately, profit are
known as opportunities. Maruti Suzuki’s opportunities are
 LPG Version of Cost-Effective Hatchbacks:Maruti Suzuki is popular in the taxi sector and
most of the taxis are connected with LPG. A recently positive move by Maruti Suzuki is that it
introduced its LPG version of Wagon R which is a smart move taken by the company.
 Collaborations: Maruti Suzuki can jointly work with big car manufacturers to bring innovations
to the market by improving relations. Just like recently, Maruti Suzuki is working with Toyota on a
project to launch small electric SUVs in the market.
 Technological Developments: Technology succeeds with numerous advantages among many
departments. Operations can be automated to diminish costs. Technology enables better data to be
obtained from customers and improves trading accomplishments.
 Immense Production Potential: Maruti Suzuki has immense potential in foreign markets and it
is a rapidly growing market for automobiles. It can tap into European and other untouched markets where
growth potential is even more.
 Transport Industry: The transportation industry has been thriving in recent years and has
significant growth potential in the future. This has reduced transportation costs, which benefits Maruti
Suzuki by lowering its overall cost

44
Threats to Maruti Suzuki

Environmental variables that can damage a company’s growth are known as threats. Maruti Suzuki’s
threats include the following:
 Fall in Market Share: Maruti Suzuki has experienced a great fall in its market share because of
the higher increment in market share of other brands, such as Figo, Ford, and Volkswagen. Also, Maruti
Suzuki registered a sales drop in January 2022.
 Intense Competition: China intends to join the Indian car market which can create immense
competition. Also, Maruti Suzuki has other competitors from global automotive brands.
 Controversies: Maruti Suzuki is facing certain controversies such as its cars failing accident tests
and safety benchmarks which is one of the most important aspects customers look into before purchasing
any car.
 Costs and Expenses: Higher fuel costs including demonetization expenses and economic
recession has caused decreasing purchases by customers.

DIGITAL MARKETING
Digital marketing, also called online marketing, is the promotion of brands to connect with potential
customers using the internet and other forms of digital communication. This includes not only email,
social media, and web-based advertising, but also text and multimedia messages as a marketing channel.

CUSTOMER RELATIONSHIP
Customer relationship management (CRM) is a technology for managing all your company's
relationships and interactions with customers and potential customers. The goal is simple: Improve
business relationships. A CRM system helps companies stay connected to customers, streamline
processes, and improve profitability.

LOANS
When you take out a car loan from a financial institution, you receive your money in a lump sum, then
pay it back (plus interest) over time. How much you borrow, how much time you take to pay it back and
your interest rate all affect the size of your monthly payment.

45
EMI

An equated monthly installment (EMI) is a fixed payment amount made by a borrower to a lender at a
specified date each calendar month. Equated monthly installments are applied to both interest and
principal each month so that over a specified number of years, the loan is paid off in full

INSURANCE

More popularly known as motor insurance, this type of insurance provides cover for loss or
damage to any vehicle like car, two-wheeler or commercial vehicle, etc. Description: This
insurance helps mitigate monetary harms due to accidents causing damage to the vehicles.

46
 CHAPTER 4

CONCLUSION

The automobile industry is one of the most important drivers of the economic growth of
India and one with high participation in global value chains. The growth of this sector has been on
the back of strong government support which has helped it carve a unique path among the
manufacturing sectors of India.

Gained knowledge about marketing, how it is done in the showroom, human resource
management, finance and insurance, how they provide finance and insurance for cars, how to deal
with customers, different types of customer services done in the car showroom.

47
 REFERENCES
Website
s

https://www.marutisuzuki.com/corporate/investors/details-of-the-business

https://www.ukessays.com/essays/commerce/introduction-to-the-maruti-suzuki-india-limited-
commerce-essay.php

www.wikipedia.com

https://www.marutisuzuki.com/service-workshop-in-attur

Books

Kotler Philips, Marketing Management: 30th Edition

Chabra T.N., Marketing management 2005

C.B. Gupta, Marketing management 2006

48