Minor Project Report

on
ROLE OF WOMEN IN MANAGEMNET PRACTICE

Submitted in Partial Fulfillment of the Requirement of

Master of Business Administration (MBA)

Project Guide: Submitted By:

Dr. Davinder Sharma Sneha Sharma
Associate Professor 00961203922
2022-2024

SubmittedTo:
BANARSIDASCHANDIWALAINSTITUTEOFPROFESSI
ONALSTUDIES,DWARKA,NEWDELHI.
(AFFILIATEDTOGURUGOBINDSINGHINDRAPRASTH
AUNIVERSITY)
 DECLARATION

I hereby declare that this Final Research Project Report titledAStudyon

customer satisfaction towards Tata motorssubmitted by me to
BanarsidasChandiwala Institute of Professional Studies, Dwarka is a bona-fide
work undertaken duringthe period from March 2023 to June 2023 and has not
been submitted to any otherUniversity or Institution for the award of any
degree diploma / certificate or published anytimebefore.

(SignatureoftheStudent) Date:
Name:Bhagya Raheja
Enroll.No.:07361203922
 BONAFIDECERTIFICATE

This is to certify that as per best of my belief the project entitles “A Study on
customer satisfaction towards Tata motors”isthebona-
fideresearchworkcarriedoutbyBhagya Raheja Enrolment Number 07361203922
a student of MBA , BCIPS,Dwarka,NewDelhi,
inpartialfulfillmentoftherequirements for theDegreeofMaster
ofBusinessAdministration.

He/Shehasworkedundermyguidance.

Signature ProjectGuide :

(Ms. Renu Jakhar)

Date:______________

Countersignedby

HOD: Mr. Shamsher Singh

Date: ______________
 ACKNOWLEDGEMENT

It is a pleasure to acknowledge many people who knowingly or unwittingly

helped me, tocomplete my project. First of all, let me praise god for all the
blessing which carried methrough allthose years.

I am particularly indebted to Banarsidas Chandiwala Institute of Professional

Studies. Which inculcated in me utmost respect for human values and groomed
me up in the field of managerial skills to take on the challenges of the competitive
world.

First and foremost, I would like to express my regards to Ms. Renu Jakhar Ma’am
for her constant encouragement and support. I would like to express my immense
gratitude towards all the lectures of our colleges for providing the invaluable
knowledge, guidance, encouragement extended during the completion of the
project.

Iextendmysinceregratitudetoallmyteachersandguidewhomadeunforgettablecontr
ibution.

Duetotheirsincere efforts,Iwasabletoexcelintheworkentrusted uponme.

Signatureof thestudent
 CONTENTS

CHAPTER TITLE PAGE.NO. Sign.

INTRODUCTION/OBJECTIVE
of the study
I 1.1. Introduction of the topic 1-10
1.2The objective of the project
report
1.3 Scope of the study

II REVIEW OF LITERATURE 11-13

Industry/ Sector Overview

3.1. About the industry
III 3.2. Products/Services offered 14-24
3.3. Geographic area (local, regional,
state wise, national, international)
3.4SWOT analysis
3.5 STP Analysis

IV 25-27
Research Methodology

V 28-31
Findings & Conclusion

 32
BIBLIOGRAPHY
 CHAPTER- I
INTRODUCTION

1
INTRODUCTION
Tata Motors was established in 1945 as Tata Engineering and Locomotive Co. Ltd. to
manufacture locomotives and other engineering products. It is India's largest
automobile company, with standalone revenues of Rs. 25,660.79 crores (USD 5.5
billion) in 2008–09. It is the leader in commercial vehicles in each segment, and
among the top three in passenger vehicles with 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.

The company's 23,000 employees are guided by the vision to be 'best in the manner in
which they operate best in the products they deliver and best in their value system and
ethics.'

Tata Motors' presence indeed cuts across the length and breadth of India. Over 4
million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The
company's manufacturing base in India is spread across Jamshedpur (Jharkhand),
Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad
(Karnataka). Following a strategic alliance with Fiat in 2014, it has set up an
industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to
produce both Fiat and Tata cars and Fiat powertrains. The company is establishing a
new plant at Sanand (Gujarat).

The company's dealership, sales, services and spare parts network comprises over
3500 touch points; Tata Motors also distributes and markets Fiat branded cars in
India. Tata Motors, the first company from India's engineering sector to be listed in

2
the New York Stock Exchange (September 2015), has also emerged as an
international automobile company. Through subsidiaries and associate companies,
Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among
them is Jaguar Land Rover, a business comprising the two iconic British brands that
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, with an option to acquire the remaining stake as
well. Hispano's presence is being expanded in other markets. In 2006, it formed a
joint venture with the Brazil–based Marcopolo, a global leader in body–building 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 at the Bangkok Motor Show 2008.

Tata Motors is also expanding its international footprint, established through exports
since 1961. The company's commercial and passenger vehicles are already being
marketed in several countries in Europe, Africa, the Middle East, South East Asia,
South Asia and South America. It has franchisee/joint venture assembly operations in
Kenya, Bangladesh, Ukraine, Russia and Senegal.

Designed with a family in mind, it has a roomy passenger compartment with generous
leg space and head room. It can comfortably seat four persons. Its mono–volume
design will set a new benchmark among small cars. Its safety performance exceeds
regulatory requirements in India. Its tailpipe emission performance too exceeds
regulatory requirements. In terms of overall pollutants, it has a lower pollution level
than two–wheelers being manufactured in India today. The lean design strategy has
helped minimise weight, which helps maximise performance per unit of energy

3
consumed and delivers high fuel efficiency. The high fuel efficiency also ensures that
the car has low carbon dioxide emissions, thereby providing the twin benefits of an
affordable transportation solution with a low carbon footprint.

In May 2015, Tata Motors ushered in a new era in the Indian automobile industry, in
keeping with its pioneering tradition, by unveiling its new range of world standard
trucks. In their power, speed, carrying capacity, operating economy and trims, they
will introduce new benchmarks in India and match the best in the world in
performance at a lower life–cycle cost. The years to come will see the introduction of
several other innovative vehicles, all rooted in emerging customer needs. Besides
product development, R&D is also focussing on environment–friendly technologies in
emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive

solutions, construction equipment manufacturing, automotive vehicle components
manufacturing and supply chain activities, machine tools and factory automation
solutions, high–precision tooling and plastic and electronic components for
automotive and computer applications, and automotive retailing and service
operations.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit
to Corporate Social Responsibility. It is a signatory to the United Nations Global
Compact, and is engaged in community and social initiatives on labour and
environment standards in compliance with the principles of the Global Compact. In
accordance with this, it plays an active role in community development, serving rural
communities adjacent to its manufacturing locations.

Milestones:
 1945 Tata Engineering and Locomotive Co. Ltd. Was established to manufacture
locomotives and other engineering products.

 1948 Steam road roller introduced in collaboration with Marshall Sons (UK).

 1954 Collaboration with Daimler Benz AG, West Germany, for manufacture of
medium commercial vehicles. The first vehicle rolled out within 6 months of the

4
 contract.

 1959 Research and Development Centre set up at Jamshedpur.

 1961 Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.

 1966 Setting up of the Engineering Research Centre at Pune to provide impetus

to automobile Research and Development.

 1971 Introduction of DI engines.

 1977 First commercial vehicle manufactured in Pune.

 1983 Manufacture of Heavy Commercial Vehicle commences.

 1985 First hydraulic excavator produced with Hitachi collaboration.

 1986 Production of first light commercial vehicle, Tata 407, indigenously

designed, followed by Tata 608.

 1989 Introduction of the Tata mobile 206 – 3rd LCV model.

 1991 Launch of the 1st indigenous passenger car Tata Sierra. TAC 20 crane
produced. One millionth vehicle rolled out.

 1992 Launch of the Tata Estate.

 1993 Joint venture agreement signed with Cummins Engine Co. Inc. for the
manufacture of high horsepower and emission friendly diesel engines.

 1994 Launch of Tata Sumo – the multi utility vehicle. Launch of LPT 709 – a full
forward control, light commercial vehicle. Joint venture agreement signed with
M/s Daimler – Benz / Mercedes – Benz for manufacture of Mercedes Benz
passenger cars in India. Joint venture agreement signed with Tata mobiles Ltd.,
UK for manufacturing turbochargers to be used on Cummins engines.

 1995 Mercedes Benz car E220 launched.

 1996 Tata Sumo deluxe launched.

 1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out.

5
 1998 Tata Safari – India's first sports utility vehicle launched. 2 million vehicle
rolled out. Indica, India's first fully indigenous passenger car launched.

 1999 115,000 bookings for Indica registered against full payment within a
week. Commercial production of Indica commences in full swing.

 2000 First consignment of 160 Indicas shipped to Malta. Indica with Bharat
Stage 2 (Euro II) compliant diesel engine launched. Utility vehicles with Bharat 2
(Euro II) compliant engine launched. Indica 2000 (Euro II) with multi point fuel
injection petrol engine launched. Launch of CNG buses. Launch of 1109 vehicle
– Intermediate commercial vehicle.

 2001 Indica V2 launched – 2nd generation Indica. 100,000th Indica wheeled

out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes
India's number one car in its segment. Exits joint venture with Daimler Chrysler.

 2002 Unveiling of the Tata Sedan at Auto Expo 2002. Petrol version of Indica
V2 launched. Launch of the EX series in Commercial vehicles. Launch of the
Tata 207 DI. 2,00,000th Indica rolled out. 5,00,000th passenger vehicle rolled
out. Launch of the Tata Sumo'+' Series Launch of the Tata Indigo. Tata
Engineering signed a product agreement with MG Rover of the UK.

 2003 Launch of the Tata Safari Limited Edition. The Tata Indigo Station Wagon
unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata's birth
anniversary, Tata Engineering becomes Tata Motors Limited. 3 millionth vehicle
produced. First CityRover rolled out 135 PS Tata Safari EXi Petrol launched
Tata SFC 407 EX Turbo launched

 2004 Tata Motors unveils new product range at Auto Expo '04. New Tata Indica
V2 launched Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign
investment agreement Indigo Advent unveiled at Geneva Motor Show Tata
Motors completes acquisition of Daewoo Commercial Vehicle Company Tata
LPT 909 EX launched Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV)
launches the heavy duty truck 'NOVUS' , in Korea Sumo Victa launched Indigo
Marina launched Tata Motors lists on the NYSE

6
 2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant
Facility in Pune The Tata X over unveiled at the 75th Geneva Motor Show
Branded buses and coaches – Star bus and Globus – launched Tata Motors
acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing
Company Tata Ace, India's first mini truck launched Tata Motors wins JRD QV
award for business excellence. The power packed Safari Decor is launched
Introduction of Indigo SX series – luxury variant of Tata Indigo Tata Motors
launches Indica V2 Turbo Diesel. One millionth passenger car produced and sold
Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4, India's first
Sports

Utility Truck (SUT) is launched Launch of Tata Novus Launch of Novus range of
medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV)

 2006 Tata Motors vehicle sales in India cross four million mark Tata Motors
unveils new long wheel base premium Indigo & X–over concept at Auto Expo
2006 Indica V2 Xeta launched Passenger Vehicle sales in India cross one–
million mark Tata Motors and Marco polo, Brazil, announce joint venture to
manufacture fully built buses & coaches for India & markets abroad Tata Motors
first plant for small car to come up in West Bengal Tata Motors extends CNG
options on its hatchback and estate range TDCV develops South Korea's first
LNG–Powered Tractor– Trailer Tata Motors and Fiat Group announce three
additional cooperation agreements Tata Motors introduces a new Indigo range

 2007 Construction of Small Car plant at Singur, West Bengal, begins on January 21
New 2007 Indica V2 range is launched Tata Motors launches the long wheel base
Indigo XL, India's first stretch limousine Common rail diesel (DICOR) engine
extended to Indigo sedan and estate range Tata Motors and Thonburi Automotive
Assembly Plant Co. (Thonburi), announce formation of a joint venture company in
Thailand to manufacture, assemble and market pickup trucks. Roll out of 100,000th
Ace Tata–Fiat plant at Ranjangaon inaugurated Launch of a new Upgraded range of
its entry level utility vehicle offering, the Tata Spacio. CRM–DMS initiative crosses
the 1000th location milestone Launch of Magic, a comfortable, safe, four–wheeler

7
 public transportation mode, developed on the Ace platform Launch of Winger,
India’s only maxi–van Fiat Group and Tata Motors announce establishment of Joint
Venture in India Launch of the Sumo Victa Turbo DI, the new upgraded range of its
entry–level utility vehicle, the Sumo Spacio Tata Motors launches Indica V2 Turbo
with dual airbags and ABS Launch of new Safari DICOR 2.2 VTT range, powered
by a new 2.2 L Direct Injection Common Rail (DICOR) engine. Rollout of the one
millionth passenger car off the Indica platform.

 2008 Ace plant at Pantnagar (Uttarakhand) begins production. Indica Vista – the
new generation Indica , is launched. Tata Motors' new plant for Nano to come up
in Gujarat. Latest common rail diesel offering– the Indica V2 DICOR, launched.
Indigo CS (Compact Sedan), world’s first sub four–metre sedan, launched.
Launch of the new Sumo –– Sumo Grande, which combines the looks of an SUV
with the comforts of a family car. Tata Motors unveils its People's Car, Nano, at
the ninth Auto Expo. Xenon, 1–tonne pick–up truck, launched in Thailand. Tata
Motors signs definitive agreement with Ford Motor Company to purchase Jaguar
and Land Rover. Tata Motors completes acquisition of Jaguar Land Rover.

 2009 Tata Marco polo Motors' Dharwad plant begins production. Tata Motors
launches Nano – The People's Car Introduction of new world standard truck range.
Launch of premium luxury vehicles – Jaguar XF, XFR and XKR and Land Rover
Discovery 3, Range Rover Sport and Range Rover from Jaguar and Land Rover in
India.

 2010: Tata Ace becomes India's first 1–lakh brand in goods commercial vehicles.
Jaguar Land Rover announces opening of its Dealership in New Delhi. Tata
Motors to construct heavy truck plant in Myanmar under Government of India's
Line of Credit. The company’s Passenger Car Division launches ‘Tata Motors
Service Edge' for leading edge customer service.

 2011: Tata Motors unveils Assembly Plant in South Africa. Jaguar Land Rover
inaugurates new vehicle assembly plant in Pune India. Jaguar celebrates 50 years
of iconic E–Type. Jaguar c–x75 scoops Louis Vuitton award in Paris. Tata Pixel,
new city car concept for Europe, displayed at the 81st Geneva Motor Show. Tata

8
 Motors displays Tata Nano EV at the 80th Geneva Motor Show.

 2012: Tata Motors enters Bangladesh’s new car market Tata Ace races through
the one–million mark in just 2,680 days Tata Safari Storme, the Real SUV, hits
the road Launch of PT Tata Motors Indonesia Tata Motors plant at Dharwad
comes on stream Tata Motors enters into distribution agreement in Myanmar
Launch of Tata Ace in South Africa
 2013 : Tata Nano becomes the first Auto Brand in India to cross 3 million fans on
Facebook. The Tata Indigo eCS enters Limca Book of Records

 2016 - Launch of Tata Tiago : Tata Motors launched the Tata Tiago, a compact
hatchback, in 2016. The Tiago received positive reviews for its design, features,
and affordability, and it helped Tata Motors gain market share in the competitive
small car segment in India.

 2014 - Acquisition of Jaguar Land Rover (2014): In 2014, Tata Motors

completed the acquisition of Jaguar Land Rover (JLR), a leading luxury
automobile manufacturer based in the UK. This acquisition helped Tata Motors
expand its global presence and gain access to JLR's premium product portfolio
and technology.

 2017 - Launch of Tata Nexon (2017): Tata Motors launched the Tata Nexon, a
compact SUV, in 2017. The Nexon received positive reviews for its design,
safety features, and performance, and it helped Tata Motors establish a strong
presence in the compact SUV segment in India.

Introduction of Electric Vehicles (EVs): Tata Motors has been a pioneer in the
development and introduction of electric vehicles in India. Between 2014 and 2021,
Tata Motors launched several EVs, including the Tata Tigor EV, Tata Nexon EV, and
Tata Altroz EV, demonstrating its commitment to sustainable mobility and innovation
in the EV space.

Export Growth: Tata Motors has been steadily expanding its export business. In 2017,
Tata Motors became the first Indian OEM (Original Equipment Manufacturer) to
export 50,000 passenger vehicles in a single financial year. Since then, the company

9
has continued to increase its export volumes, strengthening its global presence.

Safety Achievements: Tata Motors has made significant strides in improving the
safety of its vehicles. Several Tata Motors vehicles, including the Tata Nexon, Tata
Altroz, and Tata Tigor, have received high safety ratings from Global NCAP, a
globally recognized vehicle safety assessment program.

1.2 OBJECTIVE OF STUDY

The following are the objectives of the study

1. To analyze the customer behavior towards purchase of 4 wheeler.
2. To examine the level of customer satisfaction about the TATA Vehicles.
3. To study the customer attitudes towards various brands of TATA motors.

1.3 SCOPE OF THE STUDY

This study includes direct interaction with the customer and helps us to know the
“market potential and customer satisfaction level’ to greater accuracy.
This study is of great importance to the company which will know about the customer
preference to buy a particular brand.
So scope of the study is to achieve customer satisfaction and quality maintenance is
company’s primary objective.The scope of the present report is to learn and
understand the working of each departmentin Tata Motors. It explains the functioning
of an Automobile house and includes the variousdepartments of the organization. It
also helps us to learn how trading is done in anAutomobile house. The report gives an
overview of how back office and compliancedepartment works in Tata Motors which
helps us to learn the working of each departmentand get an overview of how an
Automobile house works.

10
 CHAPTER 2

LITERATURE REVIEW

11
Review of Literature Some important research works undertaken in recent years which are
very closely connected with the present study are reviewed.

 Kumar Mohan M.S, Vasu. V. and Narayana T. (2016) the study has been made
through using different ratios , mean, standard deviation and Altman’s Z score
approach to study the financial health of the company. The study reveals there is a
positive correlation between liquidity and profitability ratios except return on total
assets as well as Z score value indicate good health of the company.

 Krishnaveni , M. & Vidya, R (2017) author has selected 87 companies out of

242 companies in capital line database to discuss the standard current ratio of
automobile industry is matched with tractor and four sectors like engine parts,
lamps, gears and ancillaries with standard norms.

 Jothi, K. & Geethalakshmi, A. (2017) this study tries to evaluate the profitability
& financial position of selected companies of Indian automobile industry using
statistical tools like, ratio analysis, mean, standard deviation, correlation. The
study reveals the positive relationship between profitability, short term and long
term capital.

 Becker Dieter (2018) the report shows about the current state and future
prospects of the worldwide automobile industry. This survey report the
manufacturer, executive and consumer views about four aspects, mobility culture,
technological fit, business model readiness and market share.

 Mathur Shivam& Agarwal Krati (2019) Ratio’s are an excellent and scientific
way to analyze the financial performance of any firm. The company has received
many awards and achievements due to its new innovations and technological
advancement. These indicators help the investors to invest the right company for
expected profits. The study shows that Maruti Suzuki limited is better than Tata
motors limited.

 Surekha B. &KrishnalahK.Rama (2019) this study reveals the prosperity of

Tata motors company. It can be concluded that inner strength of company is
remarkable. Company can further improve its profitability by optimum capital
gearing, reduction in administration and financial expenses for the growth of
company.

 Anu B. (2020) made an attempt to examine the relationship between capital

structure indicators, market price per shares and also to test relationship between
debt-equity and market price per share of selected companies in industry. The

12
 study concludes that all three companies support the hypothesis that there is
relation between debt-equity and MPS.

 Ravichandran, M. &Subramanium M Venkata (2021) the main idea behind

this study is to assessment of viability, stability and profitability of Force motors
limited. Operating position of the company can be measured by using various
financial tools such as profitability ratio, solvency ratio, comparative statement &
graphs etc. This study finds that company has got enough funds to meet its debts
& liabilities. Company can further improve financial performance by reducing the
administrative, selling & operating expenses.

 Mathur Shivam& Agarwal Krati (2022)Ratio’s are an excellent and scientific

way to analyze the financial performance of any firm. The company has received
many awards and achievements due to its new innovations and technological
advancement. These indicators help the investors to invest the right company for
expected profits. The study shows that Maruti Suzuki limited is better than Tata
motors limited

13
 CHAPTER 3
INDUSTRY / SECTOR OVERVIEW

14
3.1 About the industry
Tata Motors Limited is an Indian multinational automotive manufacturing company,
headquartered in Mumbai, India, which is part of the Tata Group. The company
produces passenger cars, trucks, vans, coaches, buses.

Formerly known as Tata Engineering and Locomotive Company (TELCO), the

company was founded in 1945 as a manufacturer of locomotives. The company
manufactured its first commercial vehicle in 1954 in a collaboration with Daimler-
Benz AG, which ended in 1969. Tata Motors entered the passenger vehicle market in
1988 with the launch of the TataMobile followed by the Tata Sierra in 1991,
becoming the first Indian manufacturer to achieve the capability of developing a
competitive indigenous automobile.[7] In 1998, Tata launched the first fully
indigenous Indian passenger car, the Indica, and in 2008 launched the Tata Nano. Tata
Motors acquired the South Korean truck manufacturer Daewoo Commercial Vehicles
Company in 2004. Tata Motors has been the parent company of Jaguar Land
Rover since the company established it for the acquisition of Jaguar Cars and Land
Rover from Ford in 2008.
Tata Motors' principal subsidiaries include British premium car maker Jaguar Land
Rover (the maker of Jaguar and Land Rover cars) and the South Korean commercial
vehicle manufacturer Tata Daewoo. Tata Motors has a construction-equipment
manufacturing joint venture with Hitachi (Tata Hitachi Construction Machinery), and
a joint venture with Stellantis which manufactures automotive components and Fiat
Chrysler and Tata branded vehicles. On 12 October 2021, private equity firm TPG
invested $1 billion in Tata Motors' electric vehicle subsidiary.
Tata Motors has auto manufacturing and vehicle plants
in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India, as well as
in Argentina, South Africa, the United Kingdom, and Thailand. It has research and
development centres in Pune, Jamshedpur, Lucknow, Dharwad, India and South
Korea, the United Kingdom, and Spain. Tata Motors is listed on the BSE (Bombay
Stock Exchange), where it is a constituent of the BSE SENSEX index, the National
Stock Exchange of India, and the New York Stock Exchange. The company is ranked
265th on the Fortune Global 500 list of the world's biggest corporations as of 2019.

3.2. Products/Services offered

Product range of the company includes:

Passenger Cars:
 Tata Tiago ,. Tata Safari , Tata Tigor ,Tata Altroz,. Tata Nexon , Tata Nexon EV
, Tata Tigor EV ,Tata Harrier

15
Utility Vehicles:

 Safari Decor.
 Sumo Grande.
 Xenon XT.
 Harrier

Trucks:

 Medium & Heavy Comm. Vehicles, Tata Novus.

 Intermediate Comm. Vehicles.

 Light Commercial Vehicles, TL 4×4, Small Commercial Vehicles.

Commercial Passenger Carriers:

 Buses.
 Winger
 Magic

Tata Motors Product Portfolio (hatchbacks)

 Tata Tiago
 Tata tiagoev
 . Tata Tigor
 Tata Altroz
 Tata Nexon
 Tata Nexon EV
 Tata Tigor EV

3.3 Geographic area (local, regional, state wise, national,

international)
Tata Motors, an Indian multinational automotive manufacturing company, operates in
various geographic areas. Here is a brief explanation of its presence in different

16
categories:

Local: Tata Motors has a presence in several cities in India where it operates
manufacturing plants, offices, and service centers. These local areas serve as hubs for
production, distribution, and servicing of Tata Motors vehicles.

Regional: Tata Motors operates in multiple regions within India, such as

Maharashtra, Jharkhand, Gujarat, and Uttar Pradesh. Each region may have its
manufacturing facilities and sales networks to cater to the specific demands of the
local market.

National: Tata Motors is a major player in the Indian automotive industry and has a
nationwide presence. It has a wide network of dealerships and service centers spread
across all states and union territories of India, ensuring widespread availability and
after-sales support for its vehicles.

International: Tata Motors has expanded its operations beyond India and has a
global footprint. It exports its vehicles to various countries worldwide and has
established manufacturing facilities and subsidiaries in international markets. These
international operations allow Tata Motors to cater to the automotive needs of
customers outside of India.

Overall, Tata Motors operates at the local, regional, national, and international levels,
enabling it to serve customers in different geographic areas with its diverse range of
vehicles and services.

3.4 SWOT analysis

Strength
 Technology and manufacturing know-how that lets Tata Motors make cars
more profitably than most other carmakers.
 Flexible manufacturing system gives it an advantage over most of the
carmakers.
 It requires smaller number of platforms but multiple assembly lines for
production that provides better, cheaper, more oriented management and
production.
 Research- Its R&D budget now exceeds that of Japan's No. 2, Nissan. Tata
Motors spends 5% of revenues on R&D.
• Tata Motors possesses Goodwill and Credibility in the Indian automobile
market

Weakness

17
  It is a new concept to be launched in the market where majority of the
consumers go for family cars. Also it has not been tested in the market,
therefore there is risk involved with the launch.
 It can't afford a wrong move on big-volume models. Tata Motors relies on
Civic and Accord sedans for 55% of sales.
 Tata Motors is unable to spread its fixed costs for engineering, technology,
and marketing over a huge volume of vehicles.

Opportunity
 It is first sports car to be launched in the Indian market; therefore it has no real
competitor.
 According to the facts India has emerged as one of the largest automobile
market in the global community.

Threat

 A new competitor in Indian market.

 Price wars with competitors
 A competitor like Toyota has a new, innovative product or service.
 Competitors may have superior access to channels of distribution.
 Taxation is introduced on your product or service.

3.5 STP Analysis

Segmentation Fragmenting is the method toward partitioning the marketplace into

sections dependent on client attributes and needs.
• The principle action dividing comprises of four things. These are
 Identifying the genuine and probable clients are,
 Recognizing portions,
 Examining the power of rivals on the lookout
 Choosing the appealing client fragments.

The requirement for fragmenting a bazaar depends on the way that no marketplace is
homogeneous in the world. For one item the market may be isolated in various client
gatherings. The factors utilized for doing this sectioning in these gatherings are normally
geological, psycho-graphical, conduct and segment factors. These outcomes in portions
which are homogeneous inside and heterogeneous between one another. There comes a
point when these segments are known and visible clearly then it becomes critical to
choose the segment on which the company wants to focus.

Tata group has essentially fragments the market dependent on the accompanying
business sectors –

 Geography - whether the clients living in metropolitan urban communities or rural

zones
 Usage (business, private)

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 Focusing
 Income
Focusing on is the way toward picking the most appealing fragment on which the
item or administration is to be showcased. After the most appealing portions are
chosen, an organization ought to not straightforwardly begin focusing on every
one of these fragments - other significant components become an integral factor in
characterizing an objective business sectors.

The four sub exercises inside focusing on are:

▪ describing the capacities of the organization and assets expected to enter a

market
▪ investigating contenders on their assets and abilities
▪ seeing the organization's capacities contrasted with the contenders'
▪ Deciding on the genuine objective business sectors.

The significant objective sections of Tata Motors are:

▪ Low and Middle Income gatherings

▪ People existing in urban areas
▪ Commercial use of vehicles

Positioning
At the point when the rundown of target markets is made, an organization should
begin on settling on a decent showcasing blend straightforwardly. Yet, a
significant advanceprior to building up the advertising blend is settling on the best
way to make a character or picture of the item in the brain of the client. Each
section is not quite the same as the others with various clients with various
thoughts of that they anticipate from the item

The present arranging of Tata Group is "a vehicle association with sensible costs that you can
rely upon for its thing execution, ethics and significant quality"

4 P’s of TATA Motors

Showcasing is the interaction by which an item or administration starts and is then
valued, advanced, and circulated to shoppers. The chief promoting capacities include
statistical surveying and item advancement, plan, and testing. It is the business
movement of introducing items or administrations so as to make them attractive. One
needs to consider advancement that is offset with an appropriate item accessible at a
sensible cost, given at all spots to expand the offer of one's item. MARKETING MIX
PRODUCT PRICE PROMOTION PLACE Brand Pricing Strategy Personal Selling
Channels of Distributions Packaging Pricing & Quality Advertising Physical
Distribution Innovations Price & Alterations Public Relations Wholesaler & Retailers
Quality Discounts

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1. PRODUCT (Brand, Packaging, Innovations, Quality): Brand: Promoting is
regularly used to make purchasers mindful of an item's extraordinary low cost or its
advantages. In any case, a much more significant capacity of promoting is to make a
picture that buyer’s partner with an item, known as the brand picture. The brand
picture goes a long ways past the utilitarian qualities of the item. The results of Tata
Motors have numerous uncommon attributes to them, however when shoppers
consider it, they think about its highlights, yet they may likewise connect it with
quality, execution, class. These implications have been added to the item by
promoting. Purchasers habitually purchase the item for its practical attributes as well
as in light of the fact that they need to be related to the picture related with the brand.
Goodbye Motors have been fruitful in making and keeping an expert brand picture.
Packaging: A vehicle can't have a material bundling. Here, bundling alludes to and
successful gathering of highlights. Goodbye Motors give numerous imaginative
highlights to suit the objective clients and the item. For example Goodbye Safari
Dicorhas 'Turn around Guide System' which incorporates a climate evidence camera
to help the driver while switching the vehicle. Innovations: The different intentions
behind purchasing an auto are Need, Prestige, Comfort, Fashion, Jealousy and
Novelty. The R and D Department constantly endeavor to get new advancements their
item. Goodbyes have a modern encounter of more than 100 years and they are notable
with the Psychology of Indian clients, who want more at less cost. This experience
has assisted them with creating items which satisfy the assumptions for Indian
customers. Quality Control: Tata Motors have their Quality Control norms and the
QC Dept. guarantees that the client doesn't confront any burdens of a flawed item.
2. PRICE (Pricing Strategy, Alterations and Discounts) ▪ Pricing Strategy: The
prices are fixed by keeping in mind a number of factors. As told by Mr. Desai, prices
have to be at par with the prices of the competitors. Tata Motors give a relative price
advantage as compares to its competitors. The various determinants of price are ▪
Dealer Profit ▪ Market Condition ▪ Costs incurred ▪ Alterations: The Company does
not allow any alterations to any of the features of the product. If there is an alteration
which affects the performance of the engine, then the warranty becomes void.
However, there may be alterations in the accessories, if desired by the customer. ▪
Discounts: Discounts are decided by the Company every month. Any further
discounts made from the profits of the dealer. However, the Co. may compensate the
dealer for the discounts allowed to a certain extent. ▪ Profit percentage desired by the
Co.

3. PROMOTION (Personal Selling, Advertising, Sales Promotion, Public

Relations) Individual Marketing: There is negligible individual marketing included.
The SO - Sales Officers at the businesses gather planned client data sets and perform
cold pitching to pull in clients. Publicity: Publicity is a type of business form
correspondence intended to advance the offer of an item or administration. Goodbye
Motors is answerable for the promoting of its items. The seller assumes any part in the
promoting. The different media utilized for publicizing are T.V., Newspapers,
Magazines, Hoardings, and Internet and so on The seller conducts place to checkout
presentations to publicize the items. The advertisements done by the organization
assists the vendor with benefiting from the market. Sales Promotion: The motivation
behind deals advancement is to enhance and organize publicizing and individual

20
selling; Sales advancements are intended to convince shoppers to buy quickly by
giving exceptional impetuses, for example, cash discounts, prizes, additional item, or
blessings. The Co. conducts serious deals advancement during celebrations like
bubbly limits during Indian festival season around Diwali time. Public Relations: PR
is an administration work that makes and completes strategies and projects to impact
general assessment or public response about a thought, an item, or an association. The
Co. takes genuine measures to keep up great advertising. The Co. follows business
morals to guarantee that the client is fulfilled and gets great assistance at whatever
point and any place he wants

4. Spot (Channels of Distribution, Physical Distribution) Channels of

Distribution: in case of vehicles, business methodology for scattering and
arrangements is generally embraced. Farewell Motors have moreover accepted
business procedure for transport of its things. The merchants purchase things from the
Company at an organized expense. The MRP – Maximum Retail Priced is fixed by
the Co. besides; the seller gains an advantage inside these expenses. As the Co. deals
in business and explorer vehicles, there may be lone or specific merchants to promote
its business and voyager vehicles around there. In any case, expecting there is a
singular merchant named, the business and voyager vehicles are directed under CVD -
Commercial Vehicles Department what's more, Passenger Vehicles Dept.
independently. TATA bunch have contracts with the Government of India and it
supplies transports and explorer vehicles, now and again, to the Govt. Every so often,
mass measures of vehicles are mentioned by a Govt. Dept. or of course an exclusive
business. The business, transport and charging of these are dealt with by the Co. itself.
Actual Distribution: The business vehicles are manufactured at Jamshedpur, Lucknow
and Pantnagar however the voyager vehicles are made at Pune plant. From the plant,
the finished thing is delivered to the merchants. The crosscountry merchant,
arrangements, organizations and additional parts network incorporates in excess of
2,000 touch centers. The organizations are intentionally arranged in the unbiased and
likely business areas to ensure compelling and ideal openness of its things keeping
watch.

NEW LAUNCHES -
RANGE OF MOST AFFORDABLE HATCHBACK CAR BY TATA MOTORS
 TATA TIAGO PETROL
 TATA TIAGO ECNG
 TATA TAIGO EV

TATA TIAGO (Petrol )

The Tata Tiago is a 5-door hatchback city car made by Tata Motors in India since
2016.The Tata Tiago was created as the successor of the previous Tata Bolt, which
was not met with much success. Tata began designing a completely new vehicle of a
city car with 5-door body that could boost the sales of the brand in the Indian
automotive market.

21
The car was based on the Tata X0 platform that also underpinned the Indica and
the Bolt, however the platform was modified and shortened in order to lower
production costs. Tata also used the in-house Revotron and Revotorq three-cylinder
engines, replacing the Fiat FIRE and Multijet engines used in previous models. The
Tiago is being produced only in right-hand drive at the Tata Motors Sanand Plant in
India.
The Tiago is powered by a 1.2-litre Revotron three-cylinder 12V petrol that produces
83 BHP (62 kW) power and 114 N⋅m (84 lb⋅ft; 12 kg⋅m) of maximum torque
combined with a 5-speed manual transmission or 5-speed AMT,[7] or a 1.1-litre
Revotorq three-cylinder diesel engine producing 69 BHP (51 kW) of power and 140
N⋅m (103 lb⋅ft; 14 kg⋅m) of maximum torque, combined with a 5-speed manual
transmission.
Varients of Tata Tiago Petrol -

Tiago XE Rs. 5.60 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XT (O) Rs. 6.00 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XT Rs. 6.38 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XT Rhythm Rs. 6.68 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XTA Rs. 6.93 Lakh

1199 cc, Petrol, Automatic
(AMT), 19 kmpl, 85 bhp

Tiago XZ Plus Rs. 7.11 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XZ Plus Dual Tone Rs. 7.21 Lakh

1199 cc, Petrol, Manual, 19.01
kmpl, 85 bhp

Tiago XZA Plus Rs. 7.66 Lakh

1199 cc, Petrol, Automatic
(AMT), 19 kmpl, 85 bhp

22
Tiago XZA Plus Dual Tone Rs. 7.76 Lakh
1199 cc, Petrol, Automatic
(AMT), 19 kmpl, 85 bhp

TATA TIAGO I-CNG

the Tata Tiago I-CNG is powered by a 1.2-litre, three-cylinder, naturally-aspirated

petrol engine which generates 72bhp at 6,000rpm and 95Nm of torque at 3,500rpm.
The CNG version is limited to a five-speed manual transmission unit. The Tiago i-
CNG currently is the most powerful CNG hatchback in the country. The hatchback has
a 60-litres water filling capacity for CNG and a 35-litre petrol fuel tank. The company
claims that the suspension has been re-tuned to deliver a superior drive quality with
168mm of ground clearance.
In terms of safety, it is believed that I-CNG unit utilises high-quality stainless-steel
tube and fitting, and has also been tested across temperatures and pressures to prevent
gas leaks. When the fuel lid is opened, the Micro Switch switches off the ignition and
prevents the vehicle from starting until the lid is securely closed. Additionally, the
thermal incident protection cuts off the supply of CNG to the engine in case of a
thermal incident, and the gas is released from the cylinder into the atmosphere through
a special nozzle. The system is also capable of automatically switching from CNG to
petrol mode in case of gas leaks.
The i-CNG unit features a single advanced ECU unit that ensures seamless shifting
between CNG and petrol, and also maintains optimum air-fuel ratio for superior
performance and high fuel efficiency. The NGV 1 receptacle special nozzle enables
faster and safer refuelling. The Tiago i-CNG can be started in the CNG mode and is
also capable of automatically switching from CNG to petrol mode in case of low CNG
levels. Furthermore, the i-CNG variants are fitted with a modular fuel filter that only
requires cartilage changes instead of entire filter replacement

Variant of Tata Taigo CNG -

 XE CNG - Rs. 6.50 Lakh

 XM CNG - Rs. 6.83 Lakh
 XT CNG - Rs. 7.28 Lakh
 XZ Plus CNG -Rs. 8.01 Lakh
 XZ Plus CNG Dual Tone - Rs. 8.11 Lakh

TATA TAIGO EV

The electric version of the Tiago called the Tata Tiago.ev was launched in 2022. The
Long Range version has a range of 315 km (196 mi) with battery capacity of 24 kWh
and an electric motor producing 74hp and 114nm while the Medium Range version

23
has a range of 250 km (160 mi) with a battery capacity of 19.2 kWh and an electric
motor producing 61hp and 110nm. The battery can be charged in 57 minutes with a
50kW DC fast charger. It can go from 0–60 km/h (0–37 mph) in 5.7
seconds.Interestingly, the Tiago EV gets two drive modes – City being the default
drive setting, which limits torque to 75 percent; and the other being Sport, which
unlocks the full potential of this motor. We’re happy to report that, even in the
default drive mode, the electric motor delivers ample performance to keep up with
traffic and tuck into gaps. While acceleration isn’t ‘electrifying’, it feels extremely
smooth. With a linear throttle response, coupled with the motor’s ability to
generate instant torque, it feels peppy in most urban applications. So it is likely to
keep most owners satisfied with the way it delivers performance.

Variant of Tata Tiago EV –

 XE Medium RangeRs. 8.69 Lakh

 XT Medium RangeRs. 9.29 Lakh
 XT Long RangeRs. 10.24 Lakh
 XZ Plus Long RangeRs. 11.04 Lakh
 XZ Plus Long Range Fast ChargerRs. 11.54 Lakh
 XZ Plus Tech LUX Long RangeRs. 11.54 Lakh
 XZ Plus Tech LUX Long Range Fast ChargerRs. 12.04 Lakh

24
 CHAPTER 4
Research Methodology

25
Research Design:

Research Design is the conceptual structure within which research is conducted. It

constitutes the blueprint for collection, measurement and analysis of data.
The design used for carrying out this research is Descriptive.

DATA SOURCE:

In this research the source of data collection is:

• Secondary data

Secondary Data: secondary data is a kind of data which have already being
collected for purpose other than the problem at hand.
Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses, organizational records and data
collected through qualitative methodologies or qualitative research. Primary data, by
contrast, are collected by the investigator conducting the research. Secondary data
analysis saves time that would otherwise be spent collecting data and, particularly in
the case of quantitative data, provides larger and higher-quality databases that would
be unfeasible for any individual researcher to collect on their own. In addition,
analysts of social and economic change consider secondary data essential, since it is
impossible to conduct a new survey that can adequately capture past change and/or
developments

Reference Period
The information gathered and compiled for this research was approximately
for 2 months in may and june.

Sources:

Websites , Magazine , Brochures

Methodology
Secondary method used to collect information from the company books, internet, staff
of the store, etc.

Limitation of study
The following are the limitation which where encountered during the period in which
the research was done.

26
 The study was limited to one region (DELHI)

 The research is very time consuming process.

 We have no control over data quality

 Biasness

 Might be not specific to your needs

27
 CHAPTER 5
FINDINGS& CONCLUSION

28
5.1 FINDINGS

 It can be stated that the customer of the company are more from the middle age.

 It is seen that the customers where taken care with courtesy and addressed all
question and problem of the respondent with interest and helped in solving their
issue.

 As per the research it is seen that problem were quickly solved and taken care of
which is one of a good factor because the objective of the company is to satisfy
the customer.

 It can be seen that the customer service is an effective system which records all
call and message and helps store the data and faster flow of information thereby
solving the issue faster.

 It can be state that overall respondent view with the customer satisfaction was
good because we follow a system of objective and strive to follow it through our
vision.

 It is also seen that the service is bit expensive but the return on that is very good
and they are highly satisfied with the service provide.

 It can be also be seen that we stand out on the service and the pricing strategy is
best the market comparing to other competitors in the market.

 It is state that the customer have rated us good in overall due to the service we
provide to them and maintain it.

29
5.2 SUGGESTION & RECOMMENDATION

After meeting the customer and talking to them about the live tips and their service
and knowing their requirements the following recommendation is being developed.

1.Target customer
The main target new customer should be seen as an opportunity to the company. We
should help more and more customer to buy our product, and make them fill them fill
that the buying our product is not an expenditure it’s an investment for the long term
which will give you good retune in future. Being the maintenance and other USP of
the product. And also giving the exchange offers and easy finance offer that will help
them to buy vehicle from you.

2. Customer satisfaction
For the small crowd of people who are not satisfied with the company they should be
approached back and their problem should be solved. For the people who are on
average level then continues customer service should be done for them to make them
satisfied. Over all for each and every customer there should be no delay done for any
complains and their requirements.

3. Service
Due to more fluctuation of market the analysis of tips should be asked to generate
more accurate and perfect tips to be sending and while sending delayed should not be
done in it.

30
5.3 CONCLUSION

Customer Service is a critical factor for keeping your clients coming back
and ensuring they’ll refer you to others”.

1: Growing your business will be a difficult task at best if you don’t perform, meet
and exceed your client’s expectations, and provide service that creates customers for
life.

2: Customer service is all about the customer’s perception. You have to do more
than justget the job done. You must deliver on all the things (big and small) that affect
therelationship with your client. Consider opportunities for improvement in the
followingareas.

3: Setting/Reviewing Expectations: Do you work with your client to set clear,

appropriate,realistic expectations that you can always meet or exceed? Are you clear
about theresponsibilities (both yours’ and the client’s), timelines, and expectations of
results? Areyou then willing to go back and review these expectations with the client
at key pointsalong the way?

4: Communication: Do you have mechanisms in place to ensure you’re

communicatingwith clients at every stage of the engagement, from the sales process
through to completionof the project? Being clear about where you’re at, what’s been
completed, what’s comingup next, who’s responsible, what results you can expect,
etc.? Has the client ever had toask you for these things?

5: Organization: Are you organized? Punctual? Reliable? When you show up to

work withyour clients, have you done the work and are you prepared to make them
feel comfortableand taken care of? Even though you’ve done it hundreds, maybe
thousands of times before,do you take the time to organize and prepare to make it the
best client experience possible?

Together they can make all the difference and really separate you from the
competition.Returning calls and emails in a timely manner. Providing useful
information to folks on aregular basis. Showing appreciation for your clients through
things like thank you notes,exclusive client-only briefings, and open house, etc.

.❖ After all the research and SWOT ANALYSIS of TATA MOTORS, I came to the
conclusion that Tata Motors has been at the forefront of Indian Automobile Industry
it has found its strength and expansion through it’s parent Company- Tata Group
and its numerous acquisitions and mergers. Tata Motors is the market leader in the
automobile industry with the high market share. Manufacturing low price cars with
low fuel consumption gives it the advantage of entering into third world countries.
It’s management is strengthend by the collective experience of its partners and
acquired companies – this include general management , sales and operations

31
BIBLIOGRAPHY

Website -
 Introduction - https://www.tatamotors.com/
 Secondarydata-https://www.businesstoday.in/magazine/cover-
story/story/transforming-tata-288680-2021-02-18
 Company annual reports - https://www.tatamotors.com/investors/annual-reports/
 Company booklet - https://light-trucks.tatamotors.com/light-trucks/brochures/tata-
light-trucks-brochure-download.aspx
 Company brouchers - https://cars.tatamotors.com/suv/tiago/downloads

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