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GENERAL INTRODUCTION

1) INDIAN AUTOMOBILE INDUSTRY PROFILE

In India there are 100 people per vehicle, while this figure is 82 in china. It is expected that India automobile industry will achieve mass motorization status by 2014.

Introduction

Since the first car rolled out on the streets of Mumbai (Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the government and the polices were also not favorable. The Liberalization police and various tax reliefs by the Govt. of India in recent years have made remarkable impact on Indian Automobile industry. Indian auto industry, which is currently growing at the pace of around 18% per annum, has become a hot destination for global auto player like Volvo, general motors and ford.

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HISTORY
The automobile history dates back to the late 18th century. Nicolas Joseph Cugnot, a French engineer is credited with inventing the first self-propelled automobile. Cugnot's vehicle used steam power for locomotion. The vehicle found military application in the French army. Cugnot's automobile was never commercially sold. In the beginning automobile industry was dominated by steam-powered vehicles. The vehicles were expensive and difficult to maintain. The incidence of frequent boiler explosions also kept potential purchasers away. Commercial history of automobiles started with the invention of gasoline powered internal combustion engines. The German inventor, Karl Benz constructed his first gasoline powered vehicle in 1885 at Mannheim, Germany. Commercial production of Benz cars started in 1888. Levassor of France was the first company to exclusively build and sell motor cars from 1889. The early 1900s saw many automobile manufacturing companies coming into existence in a number of European countries and the United States. The first mass produced automobile in the United States was the curved-dash Oldsmobile. It was a three-horsepower machine and sold 5,000 units by 1904. The economics of the US car market was disrupted by the arrival of Henry Ford and his Model T car. The Model T was the world's first mass produced vehicle- a million units were sold by 1920- a space of 10 years.

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INDIAN AUTOMOBILE INDUSTRY:Indis automobile sector consist of the passenger cars and utility vehicles, commercial vehicles, two wheelers and tractors segment. The total market size of the auto sector in India is approximately Rest 540 billion and has been growing at around 8 percent per annum for the last few years. Since the last four to five years, the two wheel segment has driven the overall volume growth on account of the spurt in the sales of the motorcycle. However, lately the passenger cars and commercial vehicles segment has also seen a good growth due to high discount lower financial rate and pickup in industrial activity respectively. The automobile industry is fairly concentrate as in most of the segment two or three players has cornered a major chunk of the total sales. For instance in passenger car segment, MUL, Tata Motors and Hyundai motors control around 85% of the total annual sales. Similarly, in the two wheelers segment the sales volume of Hero Honda, Bajaj auto and TVS motors constitute around 80% of the total sales and in the commercial vehicle segment the market leader Telco controls around 56% of the total annual sales. The auto components industry on the other hand is highly fragmented through there are dominate players in some of the critical segment.

Outlook
The expected rise in income levels, wide choice of models and easy availability of finance at low interest rates will drive growth in passenger cars segment, which is likely to be over 12 percent per annum for a next four to five years. Two wheelers growth is likely to marginally slow down, but still grow at an average annual growth rate of around 10 percent. The commercial vehicles segment is likely to grow at a rend rate of 6-8 percent driven mainly by the increase in industrial and economic activity on account of the expected growth in the economy, though annual growth rates may fluctuate widely with the cyclical ups and downs of the economy. Tractor industry growth is likely to turnaround and posts a growth in volume in 2005-06. However, it will likely to turnaround and posts a moderate growth of around 4-5 percent annual growth rate over the medium term.

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Scope of Indian automobile sector


The Indian automobile industry is going through a phase of rapid change and high growth. With the new project coming up on a regular basis the industry is undergoing technological change. The major players are expanding their plants and focusing on mass customization, mass production, etc.. Nearly every automobile company is investing at a higher rate than ever before to achieve a high growth trajectory. The overall investment in the sector has been increasing quite rapidly. It is expected that by the end of the 2011 Indian automobile sector will be investing a huge amount 40,000 crores.

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THE KEY PLAYER IN INDIAN AUTOMOBILE INDUSTRY ARE:y y y y y y y y y y Maruti Udyog Limited Hero motors limited Tata groups Bajaj Auto limited Mahindra group Ashok Leyland Yamaha motors India Hyundai motors India limited Toyota kirloskar motors privates limited Honda Siel cars India limited

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2) Company profile

A) Background and inception of the company


Company Profile Tata Motors Limited 2 Headquarters - Mumbai. TML is currently headed by Ratan Tata. Tata Motors manufactures HCV, LCV, Passenger cars, MUV and Military Vehicles. Global operations - UK, South Korea, Thailand and Spain. TML - world's fourth largest truck manufacturer. Worlds second largest bus manufacturer.

Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs. 92,519 crores (USD 20 billion) in 2009-10. 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 24,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics." Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 5.9 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 2005, 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.

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Tata Motors, the first Company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), 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, 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 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 in 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, Senegal and South Africa. The foundation of the Company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. 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

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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, which India and the world have been looking forward to. The Tata Nano has been subsequently launched, as planned, in India in March 2009. A development, which signifies a first for the global automobile industry, the Nano brings the comfort and safety of a car within the reach of thousands of families. The standard version has been priced at Rs.100,000 (excluding VAT and transportation cost). 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 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 2009, Tata Motors introduced 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 called Prima. 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. Tata Motors is equally focussed on environment-friendly technologies in emissions and alternative fuels. It has developed electric and hybrid vehicles both for personal and public transportation. It has also been implementing several environment-friendly technologies in manufacturing processes, significantly enhancing resource conservation.

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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. Tata Motors is committed to improving the quality of life of communities by working on four thrust areas employability, education, health and environment. The activities touch the lives of more than a million citizens. The Company's support on education and employability is focussed on youth and women. They range from schools to technical education institutes to actual facilitation of income generation. In health, our intervention is in both preventive and curative healthcare. The goal of environment protection is achieved through tree plantation, conserving water and creating new water bodies and, last but not the least, by introducing appropriate technologies in our vehicles and operations for constantly enhancing environment care. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.

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B) NATURE OF THE BUSINESS CARRIED


Tata Motors in one of the major players of the automobile manufacturing companies in India. It has three different manufacturing units in India they are, Jamshedpur in the East, Pune in the West and Lucknow in the North and all three manufacturing units specialize in the manufacturing of different automobile like Jamshedpur unit produces trucks, engines and axles, the Pune unit caters to the production of Medium Heavy Commercial vehicles and Heavy Commercial Vehicles, utility vehicles and passenger cars and the Lucknow unit produces MCVs, Tata Sumos along with a number of spare parts. Some of the well known cars manufactured by Tata Motors are: Tata Indica, Tata Indigo, Tata Indigo Marina, Tata Sumo and Tata safari. Tata Motors is a very significant contributor to the automobile industry in India. With a domestic sales record of 122,120 vehicles in 2009 and exports of 5220 vehicles across the globe it has managed to bag a current market share of 67.4% in the commercial vehicles segment and 12.5% in the passenger cars segment. The company has reported revenues of Rs 6404.63 crores with operating profits of Rs 728.0 crores.

The company continues to upgrade its resources to leverage emerging opportunities be it in the commercial vehicles segment or passenger cars segment. In May 2009 the company unveiled its new range of world standard trucks comprising multi-axle trucks, tractor-trailers, tippers, mixers and special purpose vehicles. In the passenger cars segment the company launched the much awaited Tata Manza , opened the first Jaguar and Land Rover showroom in Mumbai and long with the Fiat Linea, Fiat 500 and the Palio, the company commenced the distribution of the Fiat Grande Punto in June 2009. Diesel cars are becoming a more popular and feasible option these days due to the continuous rise in the price of petrol. People are also becoming more aware of the myths that surrounded diesel vehicles and are realizing that most myths are false. Tata manufactures all its cars in both the petrol and diesel versions but the Tata Indica V2 stands out as one of the most preferred diesel cars in the country. Intact it is among the country's top ten hottest selling diesel cars due to

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its exceptional performance of 14 kmpl and a price tag of just Rs 2.6 lakhs.

Tata Trucks are amongst the most sought-after heavy commercial vehicles (HCV) in India. Products of Tata Motors Limited the largest automobile companies in India with a consolidated revenues of Rs. 70,938,85 crores (in 2008-09), Tata Trucks not only outplayed its competitors by its qualities, but also by its services. It's also the leading player in the list of TNS TruckTrak 2006 Customer Satisfaction Study in Trucks.

Tata Motors is the fourth largest truck manufacturers in the world. Established in 1945, it first rolled out its vehicle in 1954. Since then, more than 4 million Tata vehicles run on the Indian roads. It has its manufacturing units located in various locations across the country including Jamshedpur, Pantnagar, Pune, Dharwad, and Lucknow. Another plant is coming up at Sanand in Gujarat With 2% of annual turnover being spend on research and development activities, Tata Motors Limited aims at delivering improved and environmentally sound technology for a better tomorrow. The group has recently established two domestic Engineering Research Centres in India that constitutes licensed Crash Test service. Tata Motors is the biggest automobile firm of India with combined profits of Rs.70, 938.85 crores registered in FY 2008-09. The group has spread its operations in international markets such as Thailand, UK, Spain and South Korea with the support of its associate firms. Among many of its sub-ordinates, Tata Motors Limited has industrial tie-up with Jaguar Land Rover, a joint venture between two renowned British trademarks.

In February 2010, Tata Motors Group's international sales witnessed a growth of 59% against the figures of February 2009. The products which registered sales of 89,768 units are Tata Daewoo, Tata passenger vehicles, Land Rover, Hispano Carrocera and Jaguar.

For the FY 2009 - 2010, the aggregate sales were higher by 17% and stood at 771,238 against the growth registered in 2008-09.

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Commercial vehicles and passenger vehicles sales in February 2010 were 42,660 units and 47,108 units respectively. It can also be translated as 70% growth in the commercial vehicles sales and 50% in passenger vehicles sales.

Collective Commercial vehicles and passenger vehicles sales for FY 2009-10 are 365,120 units and 406,118 units respectively.

Jaguar Land Rover international sales witnessed 55% growth in 2010 at 17,197 units, while Land Rover sales went 62% higher at 13,905 units. However, the collective Jaguar Land Rover sales for 2009-10 declined by 16% and stood at 170,444 units.

Standing tall at the first position in terms of commercial vehicles and third in passenger vehicles, Tata Motors delivers more than 4 million vehicles for its domestic customers. In terms of truck and bus manufacturing, it is the fourth and second biggest, respectively, in the world

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C) Vision, mission and quality policy:-

Vision:The vision statement of Tata Motors is "Best in the manner in which we operate, best in the product we deliver and best in our value system and ethics."

The vision statement of Tata Motors is "Best in the manner in which we operate, best in the product we deliver and best in our value system and ethics."

The vision statement of Tata Motors Limited, India's largest automobile company, is to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics." To evolve into a world class Indian car brand

Mission:To provide passenger vehicles that offer customers exceptional value, and through this build a company that provide its shareholders with superior return, and is seen by society and other stakeholders as a valuable contributor to their development

Shareholders:To consistently create shareholder value by generating returns in excess of weighted average cost of capital (WACC) during the upturn and atlest equal to weighted average cost of capital (WACC) during the downturn of the business cycle.

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Customer:To strengthen the Tata brand and create lasting relationships with the customers by working closely with business partners to provide superior value for money over the life cycle

EMPOYEES:To create a seamless organization that incubates and promotes innovation, excellence and the Tata core values.

VENDER AND CHANNEL PARTNERS:To foster a long term relationship so as to introduce a broad range of innovative products and services that would benefit our customer and other stakeholders.

COMMUNITY:To proactively participate in reshaping the countrys economic growth, To take a holistic approach toward environment protection

Quality policy:" We shall strive to deliver products to meet and exceed Customer expectations of Quality, Delivery and cost " We are committed to create value for all our stakeholders by continually improving our systems and process through innovation, involving all our employees. This policy shall form the basis of establishing and reviewing the Quality Objectives and shall be communicated across the organization. This policy will be reviewed to align with business direction and to comply with all the requirements of the Quality Management Standard.

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D) Product profile:-

Product Profile Tata Motors Limited

Passenger Cars & Utility vehicles Tata Sumo/Spacio Tata Safari Tata Indica Tata Indigo Tata Winger Tata Magic Tata Nano Tata Xenon XT Tata Xover (2009) Tata Manza (2009)

Commercial Vehicles are Tata Ace Tata Starbus Tata Globus Tata Marco polo Bus Tata Novus Tata 407 EX Military Vehicles Tata LSV Tata 407 Troop Carrier Tata Winger Passenger Mini Bus

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Defence Vehicles
Tata 407 (4 x 4) Soft Top Troop Carrier Tata LPT 709 E Hard Top Troop Carrier Tata LPTA 1621 TC (6 x6) Tata LPTA 1615 TC (4 x2) Tata SD 1015 TC (4 x4) Tata 407 / (4 x2) Hard Top Troop Carrier Tata LPTA 1615 TC (4 x 4) Tata LPTA 713 TC (4 x4).

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E) AREA OF OPERATION:The kind of market segmentation followed by Tata motors is fully market coverage. This means that the entire products manufactured by the company are sold in various markets.

a) Global b) National c) Regional

Global:Global operations - UK, South Korea, Thailand and Spain. TML - world's fourth largest truck manufacturer. Worlds second largest bus manufacturer. Tata motors a growing global footprint and has established itself in market across the world as one of the worlds most prestigious auto brands. The emphasis is now on establishing a solid local presence in these countries as this was the key to long-term success and building trust with the customer. With subsidiaries in south Africa, Europe and strong presence in over 15 countries , it aspire to be globally renowned in utility vehicles.

NATIONAL: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 2005, it has set up an industrial joint venture with Fiat

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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.

REGIONAL:The company also operates within the local market. It has dealers within Gujarat ; here the dealers ultimately reach the customers.

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F) Ownership pattern:The Board, being elected by the shareholders, is a representative of the Companys shareholders and is a bridge between them and the executive management. The Board therefore has a fiduciary relationship and a corresponding duty to all its stakeholders to ensure that their rights are protected. Through the governance mechanism in the Company, the Board alongwith its Committees endeavors to strike the right balance with its various stakeholders. The Company has a Non-Executive Chairman and the day-to-day operations of the Company are overseen by the Chairman, Mr. Ratan N Tata as a member of the Committee of Directors, comprising himself and Mr. R Gopalakrishnan. They have delegated appropriate powers to the Managing Director and Executive Directors to look after the day to day affairs of the Company. The role of the Chairman and the Managing Director (CEO) are distinct and separate. The relationship between the Board, the Committees and the senior management functions is illustrated below: Being a global player, Tata Motors has ensured that its corporate governance practices are compatible with the international standards. Tata Motors has adopted the Tata Business Excellence Model (TBEM) as a means of driving excellence. In order to track process on longterm strategic goals, a Balanced Score Card methodology is used. This enables the Company to go beyond financial performance to incorporate considerations of environment and society, as well.

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Shareholders & Government There are several means that have been established to facilitate two-way process of communication between the stakeholders and the Board of the Company. The Quarterly/Half Yearly/Annual results are regularly submitted to the Stock Exchanges in accordance with the Listing Agreement and are published in the newspapers and posted on the Companys web-site. The information regarding the performance of the Company is shared with the shareholders every six months through the half yearly communiqu and each year through the Annual Report. The Company also regularly posts the information as specified under Clause 41 of the Listing Agreement on the Electronic Data Information Filing and Retrieval System (EDIFAR) launched by Securities and Exchange Board of India.

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G) COMPETITORS: -

COMPETITORS Tata Motors relies heavily on its sales in India. Tata Motors now faces stiff competition from fellow compatriots like Mahindra, Maruti as well as multinational brands like Toyota and Chevrolet. It has faced controversy over developing the aNanos. Ashok Leyland, Tata's biggest competitor in the Indian heavy commercial vehicle market 20 Any person or entity which is a rival against another.A company in the same or similar industry which offers a similar product or service -LEADERSHIP WITH TRUST

H) INFRASTRUCTURAL

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I) Achievement/Award:y y y y Awards Tata Motors Limited 8 India's Most Trusted Car Brand. 'Golden Peacock Environment Management Award' in 2003. Forbes Global 2000 list for the year 2005 - Tata Motors ranked at 1215. Tata Motors bagged the prestigious 'CII-EXIM Bank Award' for business excellence in 2005. y y
y y

Tata Motors bagged National Award for Excellence in Cost Management in 2006. Tata Motors - Investor Relations, ranked first in India in 2008.
Tata Motors' Jaguar Won Asian Guild's Enterprise 2010 award. 2 Dec 2010 ... The Lucknow unit of Tata Motors Limited has won the "Best of All" awards for 2009,

9 Nov 2004 ... Tata Motors , India's leading automaker , has won the 'Golden Peacock Award' for Corporate Social Responsibility

2 Sep 2006 ... Tata Motors' Commercial Vehicle Business Unit (CVBU) has won the CII-Exim Bank Award for Business Excellence for the year 2005. ...

y y

Tata Motors' today said its small car 'Nano' has received the good design award for 2010 5 May 2010 ... Their revolutionary car, Nano, has won gold prize at 2010 Edison Awards. Tata Motors won a gold prize for the development of the low-cost ...

Milestones : y y y y y Milestones Tata Motors Limited Indica - Indias first fully indigenous passenger car. Sierra - Indias first sports utility vehicle launched in 1992. Tata Motors acquires Daewoo Commercial Vehicle Company in 2004. Tata Motors gets listed on the NYSE in 2004. Acquisition of Jaguar and Land Rover in 2008. y Tata Motors launches Nano - The People's Car in 200

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J) WORK FLOW MODEL

STAMPING

WELDING

PAINTING

GENERAL ASSEMBLY

ENGINE

QUALITY

PRODUCATION CONTROL

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K) FUTURE GROWTH AND PROSPECTS:-

In India which are pretended to be arrival for sale to the general public in the near future the company the company, plan, make its position stronger also in premium vehicle segment. To attract, recruit, induct and groom young managerial talent for future leadership position in the group.

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3) MCKENCYS 7S MODEL

Structure

Strategy

System

Shared Value

Skill

Style

Staff

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Explanation of each element:-

Strategy:- strategy is crated to maintain and make competitive benefit over the competition.

Structure:- structure is the way the organization is constructed and who report to whom.

System:- in system the daily activities and events that staff members join in to get the job done.

Shared value:- shared values are also called super ordinate goals. These values are the center values of the company that are evidence in the corporate culture and the general work.

Style:- you have to adopt the style of leadership.

Staff:- in staff employees and their general capabilities are included.

Skills:- skills are the actual skills of the employee who are working for the company.

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MCKENCYS 7S MODEL RELATING TO TATA MOTORS

y STRUCTURE:Structure refers to the organization hierarchy, which provides information about who reports to whom and how takes are divided and integrated. A Tata motor has an organization structure that implies centralization of authority at the top departmentalization of jobs. Hierarchy of command, narrow span and intense division of labour, this type of structure provides a clear and well defined work setting to its employees.

RESPONSIBILTY OF TOP MANAGEMENT IN TATA MOTORS y y y y y Empowerment of people Building excellence throughout the organization Open and transport communication Setting up of performance management system Motivate the manager.

FOLLOWING ARE THE DEPARTMENTS IN TATA MOTORS y y y y y Technical department Production department Human resource department Material department Finance department

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SKILLS

One of the important attributes or capability possesses by the organization are skills. The term skill include those characteristics or strength which most of the people use to describe the company.

Tata motor believe that human resource is the single largest factor responsible for more effective utilization of all the other resource.

The following are skills possessed by Tata motors.

1. Communication skill and technical skills 2. Initiative 3. Interpersonal skills 4. Analytical skills 5. People sensitivity

STYLE:It refer to the way of working and the reporting relationship. Style means how manager collectively spend their time and attention and how they used symbolic behavior. How the management act its more important then what management say. Management is a employee oriented. The working of management is democratic in style.

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Tata motors the representative of workers takes active participation in all the managerial activities where the interest of employee are involved. Functional heads takes the day today decisions.

Whenever the dispute arises it will be settled at the initial stage through mutual discussion between the management and employees.

Strategy:-

It is a coherent set of actions aimed at gaining a suitable advantage over competition, improving positions and allocating resources.

The main strategy is to ensure maximum utilization of available resources. For this purpose the company believes in promoting from within the organization and thereby encourage its people to strive for higher management stability. The set up also allows them to take the advantage of common pool of technical and marketing talent of the highest quality.

Tata adopts the following other strategy.

1. Adopts dynamic business strategy 2. Maintaining and improving quality 3. Business intelligence 4. Create innovative solution for the future 5. Long standing client relationship

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System:System refer to the organization methods that are used for the flow of information from

one department to other department. Tata has an adequate system of internal control designed to provide reasonable assurance on the achievement of the objective relating to efficiency and effectiveness of operation, reliability of financial reporting. There is a system compliance to follow rules and regulations and for safeguard of assets.

Staff:The company is accommodating various employees, they comprise of staff, workers and

trainees. The people in organization are very dedicated and work towards the improvements of the organization.

Shared values:-

Intensity to win y y Make customer successful Team, innovate, excel

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Act with sensitivity y y Respect for the individual Thoughtful and responsible

Unyielding integrity y y Delivering on commitments Honesty and fairness in action

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4) SWOT ANALYSIS
A SWOT analysis is a strategic planning tool used to evaluate the Weaknesses, Opportunities & Threats involved in a project strengths,

or in a business venture

or in any other situation requiring a decision.

STRENGTHS
TATA motors is market leader In automobile industry with high market share. TATA motors company have hugr employee base. TATA motors employee productivity percentage is higher. TATA motors produce low price car with low fuel consumption. TATA motors is the reputable brand in Indian industry TATA motors limited is indias largest automobile company with revenues of Rs. 35651.48 crores(8.8 billion) in 2007-07 The companys dealership. Sales. Service and spare parts network comprises over 3500 touch points. Tata motors has been aggressively acquiring foreign brands to increase its global presence. The research and development department of tata motors is very strong. Tata motors posses high corporate responsibility.

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Weaknesses

Shareholders of TATA motors are not getting much from their investments due to low ROI on shares. The thing which customer not like about TATA motors vehicles is weak safety standards. Domestic sales are not impressive. TATA always followed the low cost advantage strategy although the other segment such as luxury car are still untapped.

Opportunities
As it is low cost vehicle product so it can take the advantage of this strength to exploit the opportunity by entering into the third world countries. Incorporate safety features in the vehicles to gain more customer satisfaction and allow the safety cautious people to become the customer of TATA motors. Manufacturing luxury vehicles to attract corporate segment Joint venture and acquisition in other countries.

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Threats
The prices of material such as steel, plastic, rubber is rising which also raise the total production cost of vehicle. TATA motors has cost advantage over its competitors.If the competitors will follow the same strategy then it may reduce the sales of TATA motors. Low safety standards Fluctuation in the economic condition Rising prices of petrol, diesel and CNG

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5) ANALYSIS OF FINANCIAL STATEMENT:-

Balance Sheet of Tata Motors


Mar '06 12 mths Sources Of Funds Total Share Capital Equity Share Capital Share Application Money Preference Share Capital Reserves Revaluation Reserves Networth Secured Loans Unsecured Loans Total Debt Total Liabilities 382.87 382.87 0.00 0.00 5,127.81 26.39 5,537.07 822.76 2,114.08 2,936.84 8,473.91 Mar '06 12 mths Application Of Funds Gross Block Less: Accum. Depreciation Net Block Capital Work in Progress Investments Inventories Sundry Debtors Cash and Bank Balance Total Current Assets Loans and Advances Fixed Deposits Total CA, Loans & Advances Deffered Credit Current Liabilities Provisions Total CL & Provisions 7,971.55 4,401.51 3,570.04 951.19 2,015.15 2,012.24 715.78 327.66 3,055.68 5,964.61 791.77 9,812.06 0.00 6,673.61 1,215.04 7,888.65

------------------- in Rs. Cr. ------------------Mar '07 12 mths Mar '08 12 mths Mar '09 12 mths Mar '10 12 mths

385.41 385.41 0.00 0.00 6,458.39 25.95 6,869.75 2,022.04 1,987.10 4,009.14 10,878.89 Mar '07 12 mths

385.54 385.54 0.00 0.00 7,428.45 25.51 7,839.50 2,461.99 3,818.53 6,280.52 14,120.02 Mar '08 12 mths

514.05 514.05 0.00 0.00 11,855.15 25.07 12,394.27 5,251.65 7,913.91 13,165.56 25,559.83 Mar '09 12 mths

570.60 570.60 0.00 0.00 14,394.87 0.00 14,965.47 7,742.60 8,883.31 16,625.91 31,591.38 Mar '10 12 mths

8,775.80 4,894.54 3,881.26 2,513.32 2,477.00 2,500.95 782.18 535.78 3,818.91 6,208.53 290.98 10,318.42 0.00 6,956.88 1,364.32 8,321.20

10,830.83 5,443.52 5,387.31 5,064.96 4,910.27 2,421.83 1,130.73 750.14 4,302.70 4,831.36 1,647.17 10,781.23 0.00 10,040.37 1,989.43 12,029.80

13,905.17 6,259.90 7,645.27 6,954.04 12,968.13 2,229.81 1,555.20 638.17 4,423.18 5,909.75 503.65 10,836.58 0.00 10,968.95 1,877.26 12,846.21

18,416.81 7,212.92 11,203.89 5,232.15 22,336.90 2,935.59 2,391.92 1,753.26 7,080.77 4,618.90 0.00 11,699.67 0.00 16,117.80 2,763.43 18,881.23

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Net Current Assets Miscellaneous Expenses Total Assets Contingent Liabilities Book Value (Rs)

1,923.41 14.12 8,473.91 2,185.63 143.94

1,997.22 10.09 10,878.89 5,196.07 177.59

-1,248.57 6.05 14,120.02 5,590.83 202.70

-2,009.63 2.02 25,559.83 5,433.07 240.64

-7,181.56 0.00 31,591.38 3,447.50 262.30

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6) LEARNING EXPERIENCE
The learning experience in the company was very pleasant. The response and support I got from the management and staff was appreciable. The company helped me to know the practicalities. This learning about management from practical perspective and about organization as to how it works in management aspects and the polices and procedures. Totally it was a highly useful training for me in the company. During the first week, it was totally a new experience into the organization. On the first day of the training ,HR manager explained about whole working process of the organization and other departments. The project period was very informative and useful as it enabled us to have a corporate look over the functioning of each and every department of the company apart from our theoretical knowledge. To conclude, this project has given me practical exposure in the study of organization. It was a great experience working, the functioning of the an organization in accordance with the present market trends. The main purpose of the organization study is to make student acquainted with the practical knowledge about the overall functioning of the organization.

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PART-B a) GENERAL INTRODUCTION

1) PROBLEM DEFINITION DEFINITION:In order to carry out the research programmed, the researcher should know the basic problem. A competent researcher will not accept a research, until he understands the problem definit ion is the core of research process. As such it denotes the particular most important step to be performed. According to researchers viewpoint problem identification represents conversion of the management problem in to research problem. In the case, the topic is to know the customer satisfaction towards TATA MOTORS the basic problem is to know the satisfaction of the consumer is at present towards the TATA MOTORS. What people think about it? The main problem is to know how many people are interested in purchasing the TATA MOTORS vehicle.

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2) OBJECTIVES OF THE STUDY:-

The main objective of the study can be explained as below:-

To know how many persons are willing to buy the TATA MOTORS CAR?

To know the different criteria that the customer undertakes while purchasing the cars.

Through customer satisfaction, we can know the current position of TATA MOTORS in the market.

Also the study will provide detail about the automobile sectors and the position of the company will be known.

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3) SCOPE OF THE STUDY:-

Scope of the study is to know the customer satisfaction about TATA MOTORS through of different areas. I.e. different areas. In Surat city.

4) RESEARCH METHODOLOGY

Research is an organized inquiry designed and carried out to provide information for solving problems. Fred Kerlinger.

Research is careful inquiry or examination to discover new information or relationships and to existing knowledge. - Francis Rammel.

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RESEARCH COMPONENTS:-

Research design:Research design is the plan for collecting the information related to the study. Research design explains the methods that are used for collecting the information. The research design will focus attention on the different methods that are used for collection of the data. Also it will help to solve the problem. Different forms of collecting the data will be tasted in the research design.

In this case, survey method is used to collect the necessary data in the survey method, the personal interview is used to collect the information from the respondents, and questionnaires are used. The respondents are visited personally, and the detail information is collected related to the study. The question mainly focuses attention on the consumer behavior to fulfill the objective of the study.

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DATA COLLECTION METHOD:-

There are two types of methods used data collection i.e secondary data & primary data. I collect primary data. (1) Primary Data:Primary data are those, which are collected for the first time and they are original in character. The researcher he to study a particular problem collects there.

Questionnaire carrying various questions regarding research method. Researchers personally visited to the consumer and ask the questions and sub questions to him and recorded the answer in the questionnaire.

During the visit to consumer the researcher observe that the consumers are frightened to disclose of information due to the income tax and sales tax authority. For this study the researcher did not simply relied on the questionnaire but also adopted the observation method for collecting real facts. SAMPLING PLAN:-

Sampling plan includes. (A) Sampling unit (B) Sample size (C) Sampling method

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(A) Sampling Unit:In my study the market survey was conducted in surat city. Conducted I have covered different areas under my study. Different areas like pandesara & other areas of the cit y are covered by reseachers during the study.

(B) Sample Size:One of the most important parts for the research is to decide sample size. I have taken 100 samples. The sample size explains how many consumers are covered in the study?

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5) LIMITATION OF THE STUDY:-

The time period of the survey being only two months it was not possible to conduct a highly in depth and details study.

Different people have a different thought, process and different attitudes. As a result their manner of answering the questions of the study differs the answers received sometimes good while sometimes they where negative.

A census survey is not possible due to time period so I have selected sample surve

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E) ANALYSIS & INTERPRETATION:TABLE NO:-1 Table showing the genders of the respondents Category Male Female Total Percentage 85 15 100

percentage
100 50 percentage 0 male female percentage

ANALYSIS: y 85% of the respondents are male y 15% of the respondents are female.

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TABLE NO:-2 Table showing distribution on the basis of the occupation

Occupation Professional Govt. employer Private employer Businessman Other Total

Percent 35 15 10 35 05 100

Other 5%

Percent

Businessman 35%

Professinonal 35%

Private Employee 10%

Govt. Employee 15%

ANALYSIS: y 35% are Professionals , 15% are Govt. Employee,10% are private Employee y 35% are Businessman and 05% are other.
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TABLE NO:-3 This table showing SOURCE OF FINANCE Percentage


Model Of Purchase

Loan Cash Total

85 15 100

Percent
100 80 60 40 20 0 Loan Cash Percent

ANALYSIS:In source of finance 85% respondent are buy car by loan which is very high & then by cash which is15%, deference between this is very high.

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TABLE NO:-4 Table showing the reasons of purchase from shreeji automart pvt ltd (authorized dealer).
Reason Of Purchase Quick Delivery Customer Care After Sales service All

Percentage 20 35 40 05 100

Total

All 5%

Percent
Quick Delivery 20%

After Sales service 40%

Customer Care 35%

ANALYSIS:y y y y 20% respondent are satisfactory with Quick delivery 30% respondent are satisfactory with Customer care 40% respondent are satisfactory with After sales service 05% respondent are satisfactory with All

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TABLE NO:-5 This table showing about price of TATA CAR when compared with its facility
Facility High Normal Low

Percentage 10 80 10 100

Total

Percent
90 80 70 60 50 40 30 20 10 0 High Normal Low 10 10 Percent 80

ANALYSIS:Here we can see that 80% respondent give normal, and then second high which is 10% , so performance of tata car is best.

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TABLE NO:-6
This table showing satisfaction with Tata car
Satisfaction

Percentage 60 40 100

Yes No Total

Percent
70 60 50 40 30 20 10 0 Yes No Percent

ANALYSIS:y 60% respondent are satisfied with Tata car y 40% respondent are unsatisfied with Tata car

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TABLE NO:-7
MOST TWO FEATURES OF TATA CAR

Attribute New model & design Mileage Pick-up Other

Percentages 30 40 20 10 100

Total

Other Pick-up

10 20 40 30

Mileage New model & design 0 10 Percent 20 30

40

ANALYSIS:In most features that in first is mileage which is 40%, then on second is new model and design which is 30% & on third pick up which is 20%, out of 100 respondents. So mileage is most features selected by respondents.

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TABLE NO:-8
This table showing the maintenance cost of Tata car
Maintenance Cost Medium Cost Low Cost High Cost

Percentages 60 35 05 100
60

Total

60 50 40 30 20 10 0 Medium Cost Low Cost High Cost Percent 5 35

ANALYSIS:y 60% responders are satisfied because of medium maintains cost y 05% responders are unsatisfied because of high cost of maintains.

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TABLE NO:-9 This table showing performance of Tata car Performance


Excellent Good Poor

Percentages 30 55 15 100

Total

Percent
60 50 40 30 Percent 20 10 0 Excellent Good Poor

ANALYSIS:Out of 100 responders 30% are feel its excellent performance and 55% responders are feel its good performance and remaining 15% feel its poor performance.

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TABLE NO:-10 Table showing the satisfied with service provide by shreeji automart (authorized dealer) Service Yes No Total Percentages 71 29 100

Percent
80 70 60 50 40 30 20 10 0 Yes No

Percent

ANALYSIS:y 71% Are satisfied with service provide by shreeji automart and 29% not satisfied

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TABLE NO:-11
This table showing satisfaction with Tata motors responding to customers needs

Satisfaction with company Yes No Total

Percentages 67 33 100

Percent
70 60 50 40 30 20 10 0 Yes No Percent

ANALYSIS:This chart shows that 33% customers are unsatisfied with car, 67% customers are satisfied.

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TABLE NO:-12
Table showing, satisfy the quality of workmanship of shreeji workshop

Quality of workmanship
Highly Satisfied Satisfied Not Satisfied

Percentages 10 65 25 100

Total

Percent
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Not Satisfied Percent

ANALYSIS:y 10% responders are highly satisfied with service quality provide by shreeji, 65% responders are satisfied and 25% responders unsatisfied with service quality provide by shreeji workshop.

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TABLE NO:-13
Table showing the reasons to go for Tata car
Category Price fual efficiency traveling comfort brand name Other

Percentages 00 25 54 17 04 100

Total

percentage
60 40 20 0 percentage percentage

ANALYSIS:
y y y 25% of responders prefer Tata car for fuel efficiency 54% of responders prefer Tata car for Traveling comfort 17% of responders prefer Tata car for brand name From the above statement it is clear that maximum no of responders chose tata car for traveling comfort.

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TABLE NO:-14
Table showing opinion on the information given by sales representative

Category Satisfactory Convincing Unsatisfactory Bad Total

Percentages 45 29 16 10 100

Percentage
60 40 20 0 Percentage Percentage

ANALYSIS:y 45% of responders are satisfactory on the information and demonstration givan by sales representative. y 29% of respondent are convincing on the information and demonstration givan by sales representative. Maximum no of responders are satisfactory on the information and demonstration givan by sales representative.

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TABLE NO:-15
Table showing whether TATA has to increase its services centers both in Rural and URBAN AREAS?

Category Yes No Total

Percentages 89 11 100

percentage

100 50 percentage 0 yes no percentage

ANALYSIS:y 89% respondent say YES regarding whether TATA has to increase its services centers both in rural and urban areas. Maximum no of responders say YES regarding wther TATA has to increase its services centers both in rural and urban areas.

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B) FINDING:Based on the data gathered by administrating schedules to customer the following observations are made. y Maximum number of respondent have chose Tata cars, as it is well suited for traveling both in rural and urban areas. y The maximum no of people are very much satisfied with the overall performance of Tata cars. y y y Most of the customer has the opinion that looks of Tata cars leads to their satisfaction. Customers are dissatisfied with the fuel consumption. Some customers are extremely satisfied with safety and comfort & some are neutral in their opinion. y y y y y Most of the customers are using the vehicle for their own purpose. Customers are not much with the maintenance cost. Customers are of the neutral opinion regarding the design. Maximum no... Of customers are of the wish that not to recommend Tata cars to others. Customers are much satisfied with the information and demo given by sales representative. y Most of customers are of opinion that Tata should increases its service centers in rural and urban areas.

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C) SUGGESTIONS

The study is aimed at analyzing customer satisfaction with sample 100 members, which has helped in getting an overall view of customer satisfaction toward Tata cars considering different criteria.

Recommendation Tata company has to implement good customer relationship management strategy that enhances customer satisfaction level.

The company can undertake R&D to improve the existing feature which field helps increase in the customer satisfaction.

The company should promote about the entire feature offered by it.

As majority of the customer give opinion that they are satisfied is the factors, services and design of the product of the company should taken not only maintain the existing standard but also enhance them.

To increase the mileage efficiency.

To provide mobile services where one should be able to reach the spot in case of any break down.

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To bring down the cost of spares and improve.

Customer care is the best way to build long term relation, because they also have emotional and psychological needs when they purchase a car.

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D) CONCULUSION

Tata is one of the best companies because of its good environment. The experience in the organization was great because I have learnt many practical concept and came to know how actually an organization works.

This study is done to know the customers satisfaction towards Tata cars, with the help of data collected from customers through questionnaires. By this study we also knew that customers have mixed opinion about Tata cars.

The result of the survey conducted showed that most of the customers purchase car based on mileage followed by price. This study also shows that customers prefer looks of the car.

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F) Bibliography

Website www.tatamotors.com www.google.com

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QUESTIONNAIRE

STUDY ON CUSTOMER SATISFACTION TOWARD TATA MOTORS (CARS) WITH SPECIAL SIGNIFICANCE TO SHREEJI AUROMATR. AUTHORISED DEALER

Customer name: Address: Vehicle number: Model: 1. Occupation: a) Professional b) Govt. employee c) Private employee d) student e) Business f) Others 2. Family income: a) Below Rs-75000 b) Rs 75000 to Rs 125000 c) Rs 125000 to 150000 d) above Rs 150000

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3. Model of purchase: a) Loan b) cash 4. Mention reason to purchase the vehicle from SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER) a) Quick delivery b) Customer care c) After sales service d) All

5. What do you feel about the price of TATA CAR when compared with its facilities? a) High b) Normal c) Low

6. Do you satisfied with your TATA CAR? a) Yes b) No 7. What attribute made you to purchase? a) New model & design b) Mileage c) Pick-up d) Others

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8. What is the maintains cost of your TATA CAR? a) Medium cost b) Low cost c) High cost 9. Please specify the overall performance of your TATA CAR? a)Excellent b) Good c)poor 10. Do you satisfied with the services provide SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER)? a) Yes b) No 11. Do you satisfied with SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER) responding to your needs? a) Yes b) No 12. Do you prior appointment for your service and maintenance? a)All the time b)Sometime c)Never 13. Are you satisfied with the workshop service? a) All the time b) Sometime c) Never

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14. Are the opening and closing time of our workshop convenient? a) Yes b) No

15. Do you satisfy the quality of workmanship of our workshop? a) Highly satisfied b) Satisfied c) Not satisfied 16. Do you think TATA MOTORS has to increase its services center both in Rural and Urban areas ? a) YES b) NO

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