55597013 Toyota Final Project Report

8/10/2019 55597013 Toyota Final Project Report

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GLOBAL BUSINESS SCHOOL

\ A PROJECT REPORT DISSERTATION

ON

To Understand the customer satisfaction for pre and

Post salesAT SHODHA TOYOTA (HUBLI)

Submitted to in partial fulllment of the reuirement

of the

Degree of

POST GRADUATE DIPLOMA IN MANAGEMENT AND

MASTER IN INTERNAIONAL MANAGEMENT

2008-2010

GLOBAL BUSINESS SCHOOL OF MANAGEMENT.

Bairidevrakoppa, behind of Hyundai showroom, Hubli.

Submitted

BY

SABANNA.T.TELSANG

REG NO. 12

UNDER THE GUIDENCE OF

!a"e #
http://www.toyotabharat.com/


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Internal External

Prof.Santosh Nandur Mrs.Shilpa Jatteppanava

S.NO CONTENTS PG ,NO

# Introduction $

% Showroom photo &

$ Company address '

&The company road map '

' Dealer mission (

( Unique 3s (

) Contact persons )

* My objectives *

+ Product detail *,+

#- Company Marketing aria +

## Company Touch points +,#-#% Company mission #-

#$ Objective of the company #-

#& Organization strengths ##

#'Working hours of employees ##

#( Canteen facilities ##

#)Technical specification of company products

#%,$-

#*Awaited modals of company products $#

#+ Special features $#

%- Story of Toyota company $$

%# Employees job description $$

%$ Customer serve report

$&,'-

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%& Company organization chart '#

%' Questionnaire

'%,'&

%( Suggestions ''

%) Declaration '(

%* Conclusion 57

Introduction:

Shodha motors Pvt. Ltd., is the exclusive 3S dealership of Toyota Kirloskar

Motors Ltd. 3S Stands for sales, service and spare parts under one roof is

Toyotas unique Approach to customer care and service.

Shodha Toyota is one of the first of its kind in Hubli, similar to other

Toyota dealership in India, meeting Toyota international standards. It is fully

equipped with all tools, Equipments and spare parts, from the day of

commencement of its operations. Mr. Yamazaki Managing Director, Toyota

Kirloskar Motors Ltd., in the presence of the honorable Minister for large and

medium industries, Govt of Karnataka Mr. .R V Deshpande , the deputy

managing director of TKML ,Mr.K.K Swami ,and director of marketing TKML ,

Mr. S. Aoki , inaugurated Shodha TOYOTA on 28thApril 2001 .

Shodha Toyota Consist of the Following Board of Directors

Managing Director : Mr. Prasad Deshpande

CEO : Mr. Ganesh kumar

Director : Mrs.Prakash naik , Kalpana Naik

Director : Mrs. Meghana Deshpande

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Qualis is a quality proven multi purpose vehicle, which was launched in the

year 2000. The organization has a strong sales team, which sells more than 30

Vehicles in a month. It also conducts various promotional activities as and

when required. The service is also not weak in serving the vehicles. Minimum10 vehicles per Day come for service. The service team provides a satisfactory

service to the customers. This can be verify by Customer Relation Officer who

is always intouch with the customer and follows up the customers which

includes both purchased as well as serviced one. The Organization believes in

KAIZEN (continuous improvement) Principle. where in each individual and

process has to improve continuously. Shodha Toyota is ISO certified company,

which speaks about the standard Working conditions.

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!a"e '
http://www.toyotabharat.com/http://www.shodhatoyota.com/index.asp


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CONTACT US

Shodha Motors Pvt Ltd

Opp.KSFC

Hubli Dharwad Road

(NH4)

Rayapur

Hubli-580 002

Telephone:

+91-83-6222-5001/2/ 3

Fax:

+91-83-6222-5004

E-mail:

[email protected]

ROAD MAP

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mailto:[email protected]:[email protected]


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DEALER PRINCIPAL

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Mr. Prasad Deshpande

DEALERMISSION

"Total customer satisfaction is our mission". To achieve this we willalways strive to improve processes continuously and deliver quality

service as per customer needs and thus build "Customer for Life".

By Integrating sales, after-sales service and service parts storage in a

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single convenient location, 3S dealers contribute to the High level of

quality associated with Toyota throughout the World.

CONTACT PERSON

r. Ganesh Kumar

CEO

Mobile: +91-99728-44388

r. Govin Govannavar

!ea - Cus"omer #ervi$e

Mobile: +91-99728-44%77

rs.#hil&a 'a""e&&anavar

Mana(er - Cus"omer )ela"ions

Mobile: +91-97313-98**3

!a"e +
http://www.shodhatoyota.com/html/spares.htmhttp://www.shodhatoyota.com/html/service.htmhttp://www.shodhatoyota.com/html/sales.htm


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!a"e ##

Innova

Innovating to provide All you desire:

TOYOTA KNOWS THE ROADS OF THE

WORLD. This unmatched expertise andexperience has been combined with a deep

understanding of what owners look for in

their cars to give shape to a never-before

automobile, The Toyota Innova. The Innova

is a result of a unique process that has

broken new grounds in the way

automobiles are created. The Innova brings

together qualities never before seen together

in an automobile. Fantastic ride quality and

luxury coupled with versatile space;

superior performance and driving pleasurewith world class safety, advanced styling

with solid durability..

Prado

Go Ahead and Conquer them all. Other

cars will slow down and give way. The

SUV..Ultimate from Toyota. An absolute

powerhouse that goes to any extreme. With

sculpted looks, spoiling comfort and

thrilling features. City lanes or jungle trals.

Gushing streams or rushing traffic. On

road or off it. On your Land Cruiser

Prado..go ahead, conquer them all....

Camry

Toyota's flagship Prestige sedan. It delivers

the highest standards of driving refinement

and performance. The Camry's spacious,

luxurious and quite cabin has a finely

crafted interior that provide unparalleled

comfort. The driver and passengers are

provided with an array of thoughtful

amenitities designed for....

Corolla AltisOnce in a lifetime comes a car that

redefines luxury and style. Which

looks and feels like it belongs to a

class above. And provides a driving

experience so far beyond anythingyouve experienced, that youll either


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TOYOTA COMPANY MARKETING AREA

1) DAVANGERI 7) BAGALAKOT

2) HAVERI 8) RAICHURE

3) BALLARI 9) GADAG

4) DHARWAD 10) BIJAPUR

5) BELGAUM 11) GULBURGA

6) KOPPAL 12) BIDAR

TOUCH POINTS FOR THE CUSTOMER

Toyota company: First touch point is showroom, while the customer willcoming the showroom first security will well come them, and well great them

then second point is while the customer entering the showroom the company

employees will well come them and well greeting them very well, and tee, copy

will give them and employees will do request to the customer to sit on the chairthey will have chair salesman will explain about product, and another one

very important customer touch point is company have beautiful girls, these

girls will also well come them great them and will explain about which product

they have. And will give them quotation to the customer about which product

they have chosen. Then sales person and tally calling team keep touch with

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them.

The Mission statement of Shodha Toyota

Total customer satisfaction is our mission. To achieve this we will always

strive to improve processes continuously and deliver quality service as per

customer needs and thus build Customer for Life.

Objectives for Shodha Toyota

*To understand & define customer vehicle requirements clearly and executing

the order as per the sales Process so as to achieve 100%customer satisfaction.

* To procure spare parts and materials from approved suppliers and keep

optimum stock levels so as that Customer requirement fulfilled.

* To understand and define customer service needs clearly and executing them

as per service process so as to Achieve 100% customer satisfaction.

* To allocate work competent personal and improve their competence level

through effective training.

* To improve process continuously at every opportunity.

* To maintain pressure environment, hygienic facilities and clean atmosphere

with an aim to serve people and Society.

* To meet the requirements of all interested parties viz., suppliers, directors,

employees, Toyota kirlosker motor Ltd., suppliers and statutory and

regulatory bodies with en aim to enhance stockholder satisfaction.

The Human Resource Department governs the activities of

Recruitment

Selection

Training and development

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The Organization conducts strong in house training programmes for new as

(200903) well as presently working employees.

Strength of the organization:

The organization has strength of minimum 80 employees, which varies

according to the requirement.

Working hours of employment

In Shodha Toyota, the employees work for eight hours per day and enjoy

holiday on Sundays.

Service 9:00am To 6:00pm

Sales 9:00am To 6:30pm

Admin & Finance 10:00am To 7:00pm

Sunday will be a holiday.

Canteen Facility

The employees as well as customer can enjoy the food (veg & non-veg) inorganization it self. Shodha Toyota has a canteen facility where in the employee

gets subsidized food where as customer get the same thing at a cheaper rate.

Toyota Corolla

Corolla with its superior design and features are fully loaded with

luxurious interior. Interior of this car include leather upholstery,

two tone color scheme, wood grain central console, lumbar support,elevated seating, superior cooling, 6 CD play audio system, premium

sound, audio controls on steering wheel etc. Safety features include

dependable airbags, collision test, safe brake pedal design, 3 point

ELR/ALR seat belts etc.

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It includes the following models:

Corolla 1.8 E

Corolla 1.8 G

Corolla 1.8 J

Corolla Altis

TECHNICAL SPECIFICATIONS OF TOYOTA INNOVA

Grade E G V

Model

Code

G1 G4

Seating

Capacity

7S 8S 8S 8S7S8S 8S7S8S

Engine Diesel PetrolDieselPetrolDiesel PetrolDiesel

DIMENSI

ONS

Overall Lx W x H

4555 mm x 1770 mm x1750 mm

Wheel

Base

2750 mm

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Corolla 1.8 E

It has special features like 5 M/T, Fabric or leather seat, wood grain

panel, fog lamp, 6 speaker, in dash 6 CD changer, silhouette meter

etc.

View Technical Specification of Corolla 1.8E

Corolla 1.8 G

With all the features in Corolla 1.8G, it has special feature like 4

A/T.

View Technical Specification of Corolla 1.8G

Corolla 1.8 J

It has special features like 5 M/T, fabric seat, manual air-

conditioning, AM/FM radio/cassette, 4speaker, analog meter etc.

View Technical Specification of Corolla 1.8J

COROLLA ALTIS

Price Range:- Rs 10 lakh and Rs 13 lakhs.

The all-new Corolla Altis redefines luxury and style. This dynamic

and advanced car has a lower and wider body which provides a

stable ride, and presents a more bold and advanced lock. Its other

secial features are multi-information disla deendable GOA
http://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#techhttp://auto.indiamart.com/cars/toyota-corolla/#tech


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Minimum

Ground

Clearance

176 mm

MinimumTurning

Radius

5.4 m

Tyres 205 / 65R15

Gross

Weight

(kg)

2240 2240 2290 2240 2290 2240 2290

ENGINE

Engine

Type

16V

DOHC16V DOHC 16V DOHC 16V DOHC

Fuel

DelivarySystem

CommonRail

EFI

w/VVT-i

Com

monRail

EFI w/VVT-i CommonRail EFI w/VVT-i CommonRail

Displacem

ent

cc(cm3)

2494 1998 2494 1998 2494 1998 2494

Max

Output

KW(ps) @

rpm

75 (102)@

3600

100

(136)

@5600

75

(102)

@3600

100

(136) @5600

75 (102)@

3600

100

(136) @5600

75 (102)@

3600

Max

Torque

Nm(kg-m)

200(20.4)

@ 1400-

3400

182(1

8.6) @

4000

200(2

0.4) @

1400-

182(18.

6) @

4000

200(20.4) @

1400-3400

182(18.

6) @

4000

200(20.4) @

1400-3400

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@ rpm 3400

Fuel Tank

Capacity

(Ltrs)

55

CHASIS

Front

Suspensio

n

Independent, Coil Spring, Double Wishbone, with Stabilizer

Rear

Suspensio

n

4-Link, Coil Spring

Front

BrakeDisc

Rear

BrakeDrum

Transmiss

ion5 M/T

EXTERIO

R

FEATURE

S

Tubeless

Tyres

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Alloy

Wheels

Wiper

Front Mist Mist

Intermit

tent +Mist

Intermitten

t + Mist

Intermit

tent +Mist

Intermitten

t + Mist

Wiper

Rear

Fog

Lamps

Front

Outside

Rear View

Mirrors

Black /

Manual

Colour /

Manual

Colour /

Manual

Colour /

Manual

Chrome

/

Electric

al

Chrome /

Electrical

INTERIOR

FEATURE

S

Digital

Clock

Tachomet

er

Tripmeter

Door Ajar

Waning

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Seat Belt

Waning

Driver

OnlyDriver Only D + P D + P

Front

Map Lamp(with

Sunglass

Holder)

Power

Outlet

(DC)

(Cigraette

Lighter)

Glove Box

Sunvisor

(Driver

with

Ticket

Holder)

Sunvisor

(Passenge

r)

with vanity mirror

Wooden

Panel

SEAT &

INTERIOR

TRIM

Front

SeatsSeparate(1+1)

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Rear No.1

Seats

Capt

ain

Seat

(1+1)

2+1

(6/4

tum

ble)

2+1

(6/4

tumbl

e)

2+1

(6/4

tumbl

e)

2+1

(6/4

tumble)

Capta

in

Seat(

1+1)

2+1(

6/4

tumb

le)

2+1

(6/4

tumble)

Capta

in

Seat(

1+1)

2+1

(6/4

tum

ble)

Rear No.2

Seats2+1(5/5 with Space-up)

Front Seat

Slide

Rear No.1

Seat Slide

Reclining

Seats (all)

Seat

MaterialPVC PVC Fabric Fabric

Fabric

HighFabric High

COMFOR

T &

CONVENI

ENCE

Air

Condition

Type

Manual /

Single

Manual /

Single

Manual

/ Dual

Manual /

Dual

Manual

/ Dual

Manual /

Dual

Tilt

Steering

Column(M

anual)

Power

Steering

Power

Windows

Auto

down(Dr

Auto

down(Drive

Auto

down(Dr

Auto

down(Drive

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ivers

Side)rs Side)

ivers

Side)rs Side)

Child Lock

Rear

Window

Defogger

Wireless

Door Lock

Audio

System

1 DinAM/FM

CST

1 DinAM/FM

CST

2 Din

AM/FM

CST 1-

CD

(with

MP3)

2 Din

AM/FM

CST 1-CD

(with MP3)

Speaker 4 no's 4 no's 4 no's 4 no's 6 no's 6 no's

SAFETY

Goa Body

ABS

SRS

Airbags (D + P) (D + P)

Immobilise

r

COLOUR

White

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Super

White

Silver

Metallic

Beige Mica

Metallic

Dark Red

Mice

Metallic

Light

Green

Mica

Metallic

Black Mica

Toyota Prado

Toyota Prado with its sturdy but elegant, strong but sophisticated structure is

one of the all in one mid size sport utility vehicle in the market. It is well

equipped with the various high end standard equipments.

It can be found with various type oftransmissionlike 6speed manual

transmission, 5 speed automatic and manual transmission, 4 speed overdrive

automatic transmission. It has several other features like black color front and

fear bumpers, multi-reflector front headlamps, black color radiator grille, black

color exterior mirrors, front and rear mud flaps, molded door trims with

integrated armrests, molded headlining with cloth facing, fully trimmed

compartment, driver's footrest, front bucket seats, power windows with driver

auto/up down and anti-jam function, intermittent rear wiper and washer, rear

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window demister, low fuel warning light, headlamp on/off, AM/FM radio with

MP3 compatible single disc CD player with 6 speakers and antenna in rear side

glass, engine immobilizer, remote central locking including tail gate etc.

It is found in different colors: Black

Beige Metallic

Dark Red Mica

Silver Metallic

White

TECHNICAL SPECIFICATIONS OF TOYOTA PRADO

Dimensions

Overall

Length (mm)4715

Width (mm)1875

Height (mm) 1905

Front Overhang (mm) 855Rear Overhang (mm) 1070

Wheelbase (mm) 2790

Front track (mm) 1575

Rear track (mm) 1575

Capacity

Min ground clearance (mm) 220

Maximum negotiable angle (degree)42

Angle of approach (degree)32

Angle of departure (degree)26

Ramp break over angle (degree)20

Wading depth (mm) 700

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Limit angle of vehicle turn over (degree)42

Gross vehicle weight (kg) 2850

Curb weight (kg) 1900-2070

Seating capacity (person)8

Engine Type: 1GR-FE, Petrol

Displacement (cc) 3956

Configuration V6

Valve mechanisam DOHC VVT-i, 24 valve

Fuel injection system EFI

Power 173kW(235PS)@5200rpm

Torque 362Nm(36.9 kg-m)@3800rpm

Fuel tank capacity (litre) 87

Power Train Type: 5-Speed Automatic

Gear ratio

1st 3.520

2nd 2.040

3rd 1.400

4th 1.000

5th 0.716

Reverse 3.224

Suspension

Front Double Wishbone typesuspension

Rear 4 link type suspension with lateral

rod

Toyota Electronic Modulated Suspension(all wheels) with air suspension

Standard

Brakes

Front Ventilated Disc

Rear Ventilated Disc

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Tyres & Wheels 265/65R17 aluminum wheel 7.5

JJ tubeless

SteeringGear type Power assisted, Rack & pinion

Min. turning radius (meter)5.7

Toyota Qualis

Note:- Company has stopped manufacturing this model.

The Qualis is powered by a mighty, high performance 2.4 litre diesel engine. It

delivers a maximum power of 54 KW at 4200 rpm and a maximum torque of

151 Nm at 2400 rpm. The 2.4 litre straight four-cylinder diesel engine

guranteees smooth starts and powerful acceleration with a maximum speed of

130 km/h. It has a number of safety features like a crumple zone, three point

ELR seatbelts, side door beams etc.

Toyota Kirloskar has acquired 430 acres of land in Bidadi and hopes a

production of 20,000 vehicles in the first year of operation and 35,000 vehiclesin the following year.

The car is offered in more than 10 ranges, including a special model for the

farm sector, which will have cheaper air conditioners and washable seat covers.

AWAITED MODELS OF TOYOTA KIRLOSKAR MOTORS

MODEL TYPE

Corolla Cng Premium Car

Fortuner SUV

Toyota Lexus LS 460 Luxury Cars

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Corolla ALTIS Special Features

The Corolla Altis is the revising new generation of the corolla, the worlds

largest selling car. Engineered toperfectin and styled with flamboyance, it

is designed to inspire envy, on and off the road.

Cearten features available

Keyless Entry

Anti lock breaking system

SRS Duel Airbags

Vvt-I Valuable Valve timing- intelligent

Whiplash Injury Lessing Seat

8-Way fower Driver Seat Cruise control

Side Airbag

MP3

Vehicle Stability control

Globale Outstanding Assessment

Side Image Beam

D-3D

Curtain Airbag

Design

Say hello to design you cant take eyes off. Cutting- edge aerodynamics. Smooth

lines. Elegant curves. Striking lamps. The corolla Altis is designed to stun,

head to toe.

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Performance

Hit the road in the corolla Altis. Rev up to absolute power with the super

efficient VVT-i engine. Silky smooth suspensions. Choice of two transmissions

(automatic with sequentialShift and manual). The stuff Star performers are made of.

a) A high performance fuel efficient VVT-I engine delivers power at your

Command.

b) The intelligently designed super ECT transmission with sequential shift

promises a thrilling yet smooth driving experience.

* Optitron 3d combination meter for crystal clear display.comerhensivereadings.

* Multi information display for comprehensive readings.

* Audio control on the steering wheel to put convenience at your finger tips.

* Premiums audio system with 6-cd changer and remote control.

* 8-Way adjustable power driver seat with power lumber support for greater

comfort.

* Convenient cruise control for hassle free drive.

Comfort

Step into the new corolla Altis. You will find luxury you can sink into.

Impeccable leather seats. Ample legroom and headroom. Premium audio

system, with the controls conveniently fixed on the steering wheel.

Safety:

Inside, the corolla altis keeps you cocooned in total safety. Robust GOA body

framework. WIL concept driver seat. HID headlamps. A host of thoughtful

features, so that you feel nothing less than absolute peace of mind.

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1)ABS (Anti- lock Breaking System) With EBS (Electronic Break Force

Distribution) for Smooth and assured stops.

2)Striking HID (High intensity Discharge) headlamps that long and are very

easy to maintain.

3)Electro chromatic rearview mirror to reduce the glare from rear approaching headlights, making night driving safer.

COLOUR CHOICE OF COROLLA ALTIS

1) Light Blue Metallic

2) Dark Red Mica Metallic

3) Champagne mica Metallic

4) White Pearl Mica

5) Silver Metallic

The Toyota Story

Toyota started out in 1933 as the automobile department of Toyoda Automatic

Loom Works, Ltd., in Japan. In 1937 the Toyota Motor Company was founded,

and by 1947 over 100,000 vehicles had been produced. The first Toyota arrived

in the U.S. in 1957. Today more than half of the Toyotas sold in America are

produced there. Toyota markets cars worldwide through its overseas network of

more than 160 importers/distributors and numerous dealers.

Employees Job Description

*Job Description Overview1.Head customer service

2.Kaizen leader

3.TSM Coordinater

4.Manager Customer Relation

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5.Manager service

6.Manager service Parts

7.Environmental Management Representative

8.Assistant Manager Service

9.Customer Relation Officer

10. Job Controler

11. Accessories Sales Officer

12. Service Advicer General

13. Waranty Administrator

14. Service Parts Assistant

15. Service Advisor-B&P

16.Service

Q no:1 How did come to know about Toyota

cars ?

Sales 54

showroom 36

News paper 2

Hording 8

T V 0

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Q2 : Toyota Company

advertisement

Excelent 34

Verygood 54

Neutral 12

Good 0

Pood 0

Q3 :Rate of the Toyota sales

person

Excellent 30

Verygood 36

Good 30

Poor 4

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Q4: Awareness of all the models and prices of

TOYOTAYes 65

No 35

Q6 Did the dealer offer you of finance

providers

Yes 64

NO 36

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Q no 7a: Sales person

appearance

points

1 0

2 0

3 0

4 4

5 66 6

7 18

8 34

9 20

10 10

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7b: Courasity and

friendliness

Points

1 0

2 0

3 2

4 6

5 6

6 0

7 16

8 14

9 40

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Yes 94

No 6

Q NO 9 Did the sales person ask about usage and

needs?

Yes 66

No 34

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Q11 How do you rate of car

service center

Excellent 44

very good 26

Neutral 16

Good 12

Poor 2

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Q12 At the showroom how is the delivery

mode?

In time 34

On time 54

sometime delayed 12

Always delayed 0

Q13 The price of the spare partsis

very high 38

High 28

Moderate 34

Low 0

very low 0

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Q14 How do you rate the overall after sales

service?

Excellent 28

Verygood 26

Neutral 24

Good 10

Poor 2

Q15 a : was the dealership

clean?

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Yes 86

No 14

a)did the dealership have proper signage to guide you through the

showroom

Yes 84

No 16

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Q NO 16a: Was your vehicle delivered on a

promised date?

Yes 82

No 18

16 b: was the vehicle delivered within 45

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minit?

Yes 76

No 24

Q No 17*1 : Was the vehicle delivered with all feature promised at the time of

sale?

Yes 96

No 4

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*2 : Were you explained vehicle delivery quality inspection

form?

Yes 90

No 10

*3 : Were you interoduced to service/cr dep. At the time of

dilevery?Yes 88

No 12

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*4 : Was your vehicle delivered with special

ceremony?

Yes 84No 16

*5 :Were you personaly thanked for the purchase of your

vechicle?

Yes 94

6

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No

6 :Were you contracted after you took delivery of your vehicle to ensure everythingwas satisfactory ?

Yes 96

No 4

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QUESTIONNAIRE

Objective

a) To understand the customer satisfaction for pre andpost sales

I am Sabanna and pursuing MBA nd sem from !BS" !lobal

Business School) and as a part of academics #e need to carr$ out

summer implant project for % month. So &indl$ cooperate #ith us '

(ll in the uestionnaire. I assure $ou that all information provided

#ill be &ept

*on(dential and #ill be used purel$ for academic purposes.

Personal details

Name /

0obile no /

Email id /

A"e /

In1ome / a2 # to ' L b2 ' to #- L 12 #- to %- L d2 %- to '-L

O11upation / a2 Go3t4 b2 !ri3ate 12 !rofe55ional d2 Other5

#2 Ho6 did 7ou 1ome to 8no6 about 9o7ota 1ar5:a2 Sale5 man b2 Sho6room 12 Ne65 paper5 d2 Hoardin"5

e2 9 ;

%2 Ho6 i5 the ad3erti5ement for 9o7ota:

a2 Ee5 b2 No

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a2 Ee5 b2 No

b2 @a5 the 3ehi1le deli3ered 6ithin &' min5 : a2 >e5 b2 No

#)2 ?eli3er7 pro1e55

@a5 the 3ehi1le deli3ered 6ith all feature5 promi5ed at the time of 5ale:

a2 >e5 b2 No

6ere 7ou ee5 b2 No

6ere 7ou introdu1ed to 5er3i1e FC ?ep. At the time of deli3er7:

a2 >e5 b2 No

@a5 7our 3ehi1le deli3ered 6ith 5pe1ial 1eremon7:

a2 >e5 b2 No

@ere 7ou per5onall7 than8ed for the pur1ha5e of 7our 3ehi1le:

a2 >e5 b2 No

@ere 7ou 1ontra1ted after 7ou too8 deli3er7 of 7our 3ehi1le to en5ure

e3er7thin" 6a5 5ati5fa1tor7:

a2>e5 b2 No

#*2 @e 3alue 7our feedba18. or an7 1omment5 or 5u""e5tion5 , 6hi1h ha5 not

been 1o3ered b7 abo3e ue5tion5 ,plea5e let u5 8no6.

......DDDDDDDDDDDDDDDDDDDDD...

DDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDD

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DDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDD

DDDDDDDDDDDDDD.

!la1e/

?ate /

*ustomer Signature

.

Than&s for sparing $our most valuable time.

SUGGESTION

1.Organization should consider more of non-monetary motivators like

appreciation, more challenging works and targets to be met, etc.

2.The ideas and suggestions of the employees must be welcomed by the

superiors to increase the employees morale and make them feel that they

are part of the company.

3.As the world today is more demanding and competitive more effortsshould be put by the management to motivate the employees and try to

increase the efficiency of the employees and retain them.

4.The company should see that the incentives and recognition given should

rise to the level of complete satisfaction of the employees.

5.The employees should be appreciated by their superiors for their success

and efforts put by them atleast by giving the appreciation letter. This will

somewhere create a good image about the company in the eyes of theemployees and in turn increase their efficiency.

6.The management can also employ negative motivators to some limit to

increase the efficiency of the employees.

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7.The employees performance should be evaluated periodically and they

should be promoted whenever necessary.

8.Performance appraisals should be carried on so that the employees get

motivated and tend to increase their efficiency.

9.The company labour charges should be little bit reduce for customer.

10. The company need to decrease the spare parts rates, for increase

the customer and development.

DECLARATION

I hereby declare that the project report titled To Understand CustomerSatisfaction for Free and Post Sales (Shodha Toyota)is based on an independentstudy conducted during the academicyear 200809 under the guidance of

Ganeshkumar(Chief executive officer)and

Shilpa S.J(H R Manager of the Toyota Company).

I also declare that this project has not been submitted for the award of any

Degree /Diploma of any other University / Institution.

I further declare that this report is entirely based on the information

provided to me by the company and is a result of my own efforts.

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I submit this report in fulfillment of the requirement ofPost Graduate

Program inManagementDegree awarded by Karnataka University

Date : SABANNA+ T+

T,-SAN!

Place : HUBLI

Conclusion:

As per my conclusion this Shodha Toyota company growth is very good, and

while doing the project that company well supported to me, and from this

project I assumed lot off thing like behavior of , employee, and customer with

employee ,managers. And I have done customer survey in that company so that

I have understand through that research, company spare parts rate is very

high, so the company have to do decrease little bit spare parts rate ,company

little bit have to increase for product advertisement, this is very need. This

company has good environment, has well organizational culture.

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55597013 Toyota Final Project Report

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