Project Report on Human Resource Practice in Maruti Suzuki

Presented By: HITESH BULANI 185 SANDEEP SUDHEENDRAN - 191

INTRODUCTION
Maruti Suzuki India Limited is a leading four - wheeler automobile manufacturer in South Asia. It is largely credited for having brought in an automobile revolution to India. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited. Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800.

Cont
Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The Indian government held an initial public offering of 25% of the company in June 2003. As of May 10, 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog. Currently 4 plants spread over 3.2 million square meters. Producing one car every 26 seconds.

History (SMC)
Suzuki motor corporation (smc) a 100-year-old company is currently the ninth largest carmaker in the world. Having started off as a loom maker for Japan's silk industry, Suzuki diversified into making motorized bicycles in 1952, when the textile market collapsed.

History (MUL)
The company was incorporated as Maruti Motors Limited on 4 June 1971, and Sanjay Gandhi took full advantage of his position, acquiring land in Gurgaon, where a factory was built and operations started. After Sanjay Gandhi death Indira Gandhi decided to revive Maruti. Maruti Udyog Limited was incorporated on 24 Feb. 1981, and V.Krishnamurthy(formerly of BHEL), R.C. Bhargava(from the IAS) and D.S.Gupta (also ex-BHEL) were tasked with the job of launching India s people s car once again.

Some Awards
Maruti bagged the "Manufacturer of the year" award from Auto carCNBC (2nd time in a row)-Feb 05. Business World ranks Maruti among top five most respected companies in India-Oct 04. No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto). Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive brands in "Most Trusted Brand survey 2003 etc.

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JD Power CSI Awards achieved during the time period of 2000-2007

Human Resource Practices in Maruti Suzuki

HR VISION
Lead and Facilitate continuous change towards organizational excellence ; create a learning and vibrant organization with high sense of pride amongst its members.

HR INITIATIVES
Prepare MUL Strategic Business Plan to achieve the Vision & Goal Improve the performance Appraisal system - its process, skill & usage Improvements in internal & external Training & its effective utilization. Systematic career planning; Job Rotation; Empowerment; Job enrichment Periodic communication meeting at various levels; Roll out of Vision Retention of Talent

CULTURE BUILDING INITIATIVES SINCE INCEPTION Japanese Management philosophy of Team Spirit Common uniform Open office Common Canteen Communication and decision making Morning Meetings Morning Exercises INDUCTION AND SUCCESSION
Transparent Recruitment & Selection process Recruitment on an All India Basis no sector or region specific. Engineers, MBAs / PGDM CAMPUS ALL-INDIA TEST CAs - Rank Holders Lateral Entry for Experienced Professionals.

MATTER USUALLY DISCUSSED IN THE MARUTI INDUCTION

Overview of Maruti and Suzuki Building understanding of the car market in India and various segments Understand MUL s product range and positioning in each segment Understanding the basics in the automobile industry Role of financing as a sales tool and the various financing options available Ensuring personal effectiveness

RECRUITMENT PROCESS OF MARUTI UDYOG LTD.

For a particular city. For a particular Dealership. RECRUITMENT OF SALES EXECUTIVES : The test checks sales aptitude and reasoning and is a pre- interview shortlist device. It helps dealers recruit the right profile of people for their dealership. The Regional Office will be involved throughout the implementation of the MARS (Maruti Recruitment System) while recruiting Sales Persons.

STEPS IN SELECTION PROCESS OF MARUTI UDYOG LTD.

1. Preliminary Interview (screening applications) 2. Application Form 3. Selection Test 4. Employment Interview 5. Medical Examination 6. Reference Checks 7. Final Approval 8. Employment 9. Induction 10. Follow up (Evaluation)

The various training Programs in Maruti Suzuki are as follows:

-:Training process for Sales Executives:1. Induction 2. Product programs 3. Selling Skills/ Consultative Selling Process 4. Customer care 5. Advisor for life program 6. Delivery Process

-:Training process for Sales Managers /General Managers/ Branch

Heads:1. Dealership Management Program 3. Branch Managers Program 2.Sales Managers/Team Leaders Program

Maruti create values in following ways

Feedback Form System. Customer Complaint Handling System. Customer Complaints received by dealer are through. E-mail  Internal Feedback Forms  Direct  Telephone  Letter  Consumer Forum / Legal Notices

Steps to be followed after receiving a customer complaint CCM give a control number to all complaints received & record the same in the customer complaints control register. CCM get in touch with the customer on the phone & express regret on the inconvenience faced by the customer. Take immediate action to ensure that the customer complaint is resolved. Write a letter of apology to the customer Send a copy of the letter & the satisfaction note to MUL and also file a copy of the same in Customer complaints Register/File(for complaints received from MARUTI.) Discuss all customer complaints in the weekly meeting of GM (Sales) on SSI with the entire showroom staff. Necessary counter measures should be taken to ensure that such.

Review of Customer Care Activities. Customers for Life Show Room Ambience Customer Meets Reception and Lobby Manager The lobby manager takes care of the customers coming to the showroom. She asks the purpose of their coming and sends them to the concerned executive. Takes care of the car polishing & showroom decorating. Updates the magazines regularly. Records the enquires and distributes them to the concerned persons. Displays car delivery schedule on daily basis. Offers test-drive. Delivery Customer Care A customer feedback form by the Maruti is also filled. Customer Care Manager (CCM)

FINDINGS
1) They treat all the employees equally 2) They try their best to increase the efficiency of the employees by providing them different motivation programs. 3) They make new recruits aware about the company and working pattern of the Company. 4) They focus on each and every department of the organization.

RECOMMENDATIONS
Almost 18 years the 800 is on its last stage. So Maruti should think a replacement of this model or should improve this model, otherwise it will face a tough competition from the TATA NANO.  Home delivery servicing process.

 The company should give freedom to employees to form the informal groups, it can help the company to know about the thinking of the employees easily through rumors.