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CHAPTER-1
INTRODUCTION
&
INDUSTRY PROFILE
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INTRODUCTION
Indian automobile industry is very fascinating. India has a very good history in
the field of automobile especially in car segment. Before Indian independence,
usually cars were imported from developed countries. It was a status symbol to
have a car at that time. Only rich and royal families would afford to have one.
Cars from reputed companies like ford, gm etc., made their presence felt on
Indian roads.
The first motorcar appeared in India in 1898. At that time, Bombay had the first
taxicabs. In 1903, an American company began to operate a public taxi service
with a fleet of 50 cars. In for manufacturing cars namely,
- Hindustan Motors Limited, Calcutta
- Premier Automobiles Limited, Bombay
However, after the independence, self-reliance became the mantra. Depending
on Foreign technology banned and import, substitution became the order of the
day. In 1952, the tariff commission spelled out the future for auto industry.
Companies like Ford and Gm that had assembly operation in India packed their
Babbages home.
The Indian passenger car industry was staid, low growth oriented market withvery few players until early 1980s. It sheltered existence due to various control
and restrictions. The consequent lack of domestic competition meant that there
were few changes made to the designs of the existing cars. For over two
decades, the Indian customer had to choose from the Ambassador, the Fiat, the
Standard or Dolphin. There was very little incentive to innovate or even
plagiarize. Customer service and customer orientation was given a back seat.Least importance has been given to marketing strategies
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hatchback Ritz, A-Star, Swift, Wagon-R, Estillo and sedans DZire, SX4, in the
'C' segment Maruti Eeco and Sports Utility vehicle Grand Vitara.
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
Limited was renamed as Maruti Suzuki India Limited. The company's
headquarters are located in New Delhi. In February 2012, the company sold its
10th million vehicle in India.
Maruti Udyog Limited (MUL) was established in February 1981, though the
actual production commenced in 1983 with the Maruti 800, based on the Suzuki
Alto kei car which at the time was the only modern car available in India, its
only competitors- the Hindustan Ambassador and Premier Padmini were both
around 25 years out of date at that point. Through 2004, Maruti Suzuki has
produced over 5 Million vehicles. Maruti Suzukis are sold in India and variousseveral other countries, depending upon export orders. Models similar to Maruti
Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor
Corporation and manufactured in Pakistan and other South Asian countries.
The mid 1981 incorporated as Maruti Udyog Limited saw a revolution in
passenger car market when the government decided to issue licenses to allautomobile manufactures to produce allied vehicles as well.
This move saw the entry of Maruti Udyog Limited, which launched Maruti 800.
This model was considered a modern car with contemporary market leader and
has retained a document presence in Indian market since then. The launch of
Marutis models- primarily the 800-tripled the car sales from 63,500 in 1984 -
1985 to 1,78,500 in 1989-1990. Car sales stood at 3,45,355 in 1995-1996.
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Marutis spectacular success however, did not mean that its competitors failed
to respond to the challenge. Late 1980s and early 1990s at last saw the
emergence of the marketing orientation. Passenger car manufactures tried to
position themselves in various segments. Introduction of new models was done,
mostly with foreign collaboration. For the first time, international car
manufacturers began to evince keen interest in Indian car market. Early birds
among them were Daimler-Benz and Daewoo. Other aspirants were GM, Ford,
and Peugeot.
FEATURES OF MARUTI UDYOG LIMITED
50:50 joint venture between Government of Indian and Suzuki Motors
Corporation.
Largest automobiles company in India.
Largest exporter of Car from India.
Market leader in market share.
Largest dealers and service network
This structure ensures better communication and speedy decision making
processes. It also creates an environment that builds trust, transparency and a
sense of belonging amongst employees.
First Customer
Mr. Harpal Singh, Marutis first customer, proudly received the keys of
the Maruti 800 car from the Prime Minister Smt. Indira Gandhi on
December 14, 1983.
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Car Market Scenario
When Maruti began operations in 1983, there were only two other car
companies in India and the total size of the Indian passenger car market was a
merely 40,000 units per year. From the start, Maruti caught the imagination of
Indian car customers and launched four new models, including a hatchback, a
mini multipurpose van, an entry sedan and a SUV, over the next decade. Each
of these models was an instant draw with the Indian consumers.
VISION
The Leader in the Indian Automobile Industry, Creating Customer Delight and
Shareholders wealth; a pride of India
Maruti CultureOur employees are our greatest strength and asset. It is this underlying
philosophy that has molded their workforce into a team with common goals and
objectives. Their Employee-Management relationship is therefore characterized
by:
Participative Management.
Team work & Kaizen.
Communication and information sharing.
Open office culture for easy accessibility
To implement this philosophy, we have taken several measures like a flat
organizational structure. There are only three levels of responsibilities ranging
from the Board of Directors Division Heads to Department Heads. Other
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Exclusive service and sales of MARUTI-SUZUKI passenger class
vehicles.
The retail units full-fledged with customer lounges, spares and
accessories showrooms etc.
Also has counters of various car-finance companies, offering complete
customer care.
An ISO 9002 company.
MARUTI True Value (Pre-Owned Car)
Selling and buying of your used cars is now hassling free through Maruti truevalue.
You can trust True Value to get you quality Pre-owned cars. Our
comprehensive 120 point check looks into everything. Thats why you can buy
or sell used cars with your eyes closed.
Advantage of Maruti True Value buyers
Buy Maruti certified pre-owned cars.
Get a Maruti warranty and three free services.
120 point inspection includes checking seller bona fides.
Cars refurbished at Maruti authorized workshops.
Cars fitted with Maruti genuine parts.
Flexible car finance and insurance options.
Advantage of a seller
Transparent evaluation gets you the right price
Hassle free payments
Assurance that your car goes into the right hands
Attractive exchange options.
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CHAPTER-2
COMPANY PROFILE
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History of the company (SAGAR AUTOMOBILE)
For decades of the city of Bangalore, the fastest growing and the happening
city of Asia has been witnessing the quite happening of Sagar group, the
forerunner in path breaking ventures that has been touching the chord of
populace and every segment of it.
Sagar group of companies was established in 1960. Late Sri..Dayananda Sagar
was the founder of Sagar group. The Sagar group of company comprises of
Educational Institutions, Hospitals, Pharmacies, and Convention centers,
Technology, Infrastructure and Automobiles.
Sagar group is a pioneer in creating sophistication in the selling of
Automobiles. Sagar Automobiles are one of the authorized dealers of Maruti
Suzuki vehicles. It is a part of 500 crores Sagar group of companies. Dr. D.
Hemchandra Sagar is the Chairman: The group caters to growing 4 Wheelers
segment.
Maruti range of vehicle retailing outlets
Has state of the art maintenance facilities
Excellent team of sales, services and management personnel
A strong 20000-customer base in their segment.
It has an exclusive service and sales outlets of Maruti-Suzuki vehicles.
Sagar Automobiles are one of the leading dealers for the cars in Karnataka,
which was awarded dealership in November 1995. it has an exclusive service
and Maruti-Suzuki passenger class vehicles. The retail unit is full-fledged with
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customer lounges, spares and accessories showrooms etc,. Sagar Automobiles
has counters of various car-finance companies, offering complete customer
care. It is an ISO 9001:2000 certified company.
Sagar Automobile has several branches in Bangalore:
BasavanagudiServices
Veerasandra Industrial AreaBody Repairs Centre
Bannergahatta Road Sales, Services, Accessories, Spare parts, True
value (Pre-owned Cars), Finance, Insurance and RTO.
Competitors /Co-Dealers
- RNS Motors
- Bimal auto agency , Whitefield,
- Mandovi motors wheelers Road
- Pratham motors Road
- Kalyani Motors
- Garuda Autocraft
Vision
Companys vision is to strive to be the number 1 dealer of Maruti cars.
Mission
Companys mission is to output maximum sales with total customer
satisfaction.
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Values
-
Commitment- Integrity
- Passion
- Discipline
Promoters Profile of Sagar Automobiles
Sagar automobiles have just two promoters who hold the equal share.
Dr. D. Hemachandra Sagar
(Chairman of the group)
He is a qualified doctor in medicine and surgery and a member of
various medical and educational associations.
Dr. D.Premachandra Sagar
(Vice Chairman of the group)
He is also a qualified medical doctor.
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Swot analysis
Strengths
The company is a part of 500 crores Sagar group of companies
Sagar Automobile has several branches in Bangalore
It has Excellent team of sales, services and management personnel
It has a strong 20000-customer base in their segment
Weaknesses
The delearship cannot give any benifits or discounts to customers
without the approval of maruti Suzuki
The deleaship does not get any assistance from Maruti Suzuki for
advertising , all costs are to be made by delearship itself
Opportunities
The Company can extend its sevice centres across the state to attract
more customers
To recive good ratings by Maruti Suzuki , company has to achieve
certain targets
The company can increase sales sales by providing various exchange
benefits or bonus
Threats
Increase in number of delears has reduce the sales of the company
Due to increase in number of automobile brands , people wide range
of cars to choose. This will reduce the sales of maruti .
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Products of Maruti Suzuki
1. Maruti 800(Launched 1983)
2. Maruti Omni(Launched 1984)
3. Maruti Gypsy(launched 1985)
4. Maruti Wagon R(Launched 1999)
5. MarutiAlto (Launched 2000)
6. MarutiSwift (Launched 2005)
7. MarutiEstilo (Launched 2009)
8. MarutiSX4 (Launched 2007)
9. MarutiSwift Dzire (Launched 2008)
10. MarutiA-star (Launched 2008)
11. MarutiRitz (Launched 2009)
12. MarutiEeco (Launched 2010)
13. MarutiAlto K10 (Launched 2010)
14. Maruti Ertiga (Launched 2012)
15. Maruti Stingray (Launched 2013)
16. Maruti celerio (Launched 2014)
http://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.html8/11/2019 automobile- maruti suzuki
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CHAPTER-3
ORGANISATIONAL DESIGN
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Souring ManagerSourcing
Executives,
Sales Manager
Sales Executives,
Telecaller, Data
Entry Operator,
Refurbishment
Executive,
Driver, Helper
ORGANISATION CHART
SAGAR AUTOMOBILES
CHAIRMAN
DR. D. HEMACHANDRA SAGAR
GM -
Sales &
Marketing
Basavan-
gudi
Service
Finance
ManagerAccess-
ories
Sales
Manager
GM
Works
Sr. WorksManager
Asst.Works
Manager
Body
Repairs
Asst. Mgr
Asst Managers
Team Leaders
Sales Executives
Customer Care
Manager & Team
Secretary
Front Office Exe
RTO Executives
Delivery Section
Drivers
Works
Manager
Floor
Manager
Lobby
Manager
Customer
Care Manager
PDI
Supervisor
Front OfficeExecutives
Workmen
Stores in-
charge
Sales
Executives
Sales
Assistants
AccountsExecutive
Fitters
Administration
Asst Mgr.
HR Executive
Housekeeping
supervisor
Security
Office Boys
Contract
Security
Cleaning boys
Asst.Manager-
Finance &
Accounts
Accounts
Executives
CashiersSupervisors
Insurance
Executives
Painters
Tinkers
Mechanics
Helpers
Service
Advisors
Supervisors
Customer
Care Team
Mechanics
Helpers
True
Value-
GM
MarutiInsurance
Asst. Mgr
Insurance
Executives
Telecallers
Ins. Asst
HRManager
AGM
VICE CHAIRMANDR.D.PREMACHANDRA SAGAR
Asst.
Spares
Manager
SparesExecuti
ves
SparesAssista
nt
EDP
Edecutives
Runner
boysDriver
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CHAPTER-4
BUSINESS LEVEL
FUNCTIONS AND
PROCESSES
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Sales/Marketing Department
Pre-Sales
Enquiry levels there are enquiry-tracking cards.
- Walk in customers
- Telephone enquiries from both dealers as well as maruti udyog
limited.
- Referrals
- Call cards-door to door or shop to shop
- Events
- Websites
- True value or exchange
- Workshop
All Enquiries are entered into CIS book and the same is updated into DMS
giving DMS No.
After entering the enquiry, the same is followed up and recorded on day to
day.
Once order is booked, CIS sheet is marked as `booked and the photocopy
of CIS is attached to folder. Further follow ups will be entered in Folder
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under Voice of Customer. Colour change, vehicle availability, documents
required, registration, date of delivery.
Confirming vehicle allocation, payment has to be obtained.
Delivery given as per commitment.
At the time of delivery IFB is given to customer and collected immediately.
Maruti sends feedback card to customers within 7 days.
Within 72 hours of delivery PSF is done by dealer. Next PSF is done after15 days of delivery to check RC book delivery, etc.
During Sales
- Follow upfrom the date of booking to the date of delivery of the
car.
Post Sales
- Sales satisfaction index is based on 2 feedback forms one from the
dealer and other from Maruti Udyog Limited.
Auto card
Auto card is a service provided by Maruti Udyog Limited to its customersonly. This is where the customer, with the use of this service can gain
points by swiping the magnetic card provided by Maruti Udyog Limited at
shopping mall, refueling centers or by referring any individual to this
system.
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This card can also be used as a credit card, which has a credit limit of rs
75,000.whatever spent using this card is to be paid back to bank within 50
days. MUL has a tie-up with city bank.
In this system each point gained is equal to 1rp.there are cut-off points,
which can be gained while, doing shopping, refueling or referring . So
whatever points put-up by customer can be used at showrooms in terms of
discount at the time of exchange, servicing or insurance and shopping of
maruti genuine accessories.
Finance
Various financial institutions such as icici, kotak mahindra, hdfc,
sbi, sbm, Citibank and sundaram provide loans for maruti-Suzuki
customers. Equated monthly installments (emi) differ from one bank to
other.
Maruti Insurance
Company is tied up with national insurance and Bajaj alliance. It offers
dual benefits-protection for car and complete peace of mind.
Benefits of Maruti Insurance
-Mere cashless post-accident repairs.
- Nationwide repairs to all maruti authorized dealer workshop.
- Easy settlement of claims with virtually no follow-up.
- Transfer of no-claim bonus as per the rules.
- Dealer assisted towing facility up to an amount of Rs.1500
- Personnel accident insurance.
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Service Department
Service in sagar automobiles are classified as
-schedule
- customer complaint
Schedule services are services, which have to be done on timely basis like
changing of oil etc. Other type of service is done when there is any
complaint from the customer about the car he/she is using.
Services are done by all technical persons who have complete knowledge.
For every material used, there is a specific character attached to it, the
technical persons who do the service know about all such characters of the
material they are using completely.
Only the genuine parts and items recommended by Maruti are used to
provide quality service. Service is based on the specifications imposed by
Maruti Udyog Limited.
Definition Of Services
1. Reliability- Relates to the ability of the service provider to perform
the promised service dependable and accurately.
2. Access-customers can directly be accessed to the service people if
there is a sudden breakdown. There is a breakdown service for 24 hrs
wherein customers call up for service people and the service is done
free. There is also booking service available and also pick up and
drop facilities for servicing.
3. Security- Strict measures are taken which assures quality service,
which is free from danger, risk or doubt.
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Customers are give immediate response as to what exactly the problem is and
how to go about the problem. Service provider takes much effort understand the
customer need. In case if the service delayed, it is on hand informed to the
customer and about the cost changes too. Service providers are in constant
touch with the customers. There is performance satisfaction indication (PSI)
group where these people call up to the customer to know about the service
done and are also asked to rate about the service provided.
Quality Policy Followed By the Company
-
Committed to integrated customer care.- Provide value added innovative service towards total customer
satisfaction.
- Update ad improve service consistently and continually to develop
customer care.
- Strongly adhere to the concept of corrective and preventive
measures.
- Maintain our leading position by providing total quality service in
out items, services and relationship.
True Value Department
Selling and buying of used cars is now hassle free through Maruti True Value.
Trust true value to get quality pre-owned car. A comprehensive 120-point check
looks into everything. That is why buying and selling of cars can be done by
closed eyes. With Maruti true value, you enjoy all the advantages of dealing
directly with Indias most trusted car company.
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Advantage of true value buyers
Buy a Maruti certified pre-owned car.
Get a Maruti warranty and 3 free services.
120-point inspection includes checking seller bonafides.
Cars refurbished at Maruti authorized workshops.
Cars fitted with Maruti genuine parts.
Flexible car finance and insurance options.
Advantage to the seller
Transparent evaluation gets the right price.
Hassle free payments.
Assurance that cargoes to right hands.
Attractive exchange options.
INTRODUCTION TO HUMAN RESOURCE MANAGEMENT
Human Resource Management (HRM) can be viewed as a comparatively new
approach to Personnel Management, which considers people as the key
resource. It subscribes to the notion that it is important to communicate with
employees, to involve them in what is going on and to foster their commitment
and identification with the organisation. In addition a strategic approach to the
acquisition, motivation of people is heavily emphasised.
HUMAN RESOURCE MANAGEMENT
Every business unit needs human resource (manpower) for the conduct of
different business activities. In fact, no organization can exist or operate
efficiently without the support of human resource.
Organisations and individuals should develop and progress simultaneously for
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their survival and attainment of mutual goals. Modern management has to
develop the organisation through human resource development. Employee
training and development is an important sub-system of human resource
development. Employee training and development is a specialised function and
is one of the fundamental operative functions of human resources management.
INTRODUCTION TO TRAINING AND DEVELOPMENT
William James of Harvard University estimated that employees could retain
their jobs by working a mere 20-30 percent of their potential .His research led
him to believe that if these same employees were properly motivated they
could work at 80-90 percent of their capabilities .Behavioral science concepts
like motivation and enhanced productivity could well be used for such
improvements through the effective and efficient use of training and learning
resources.
TRAINING AND DEVELOPMENTis a subsystem of an organization. It
ensures that randomness is reduced and learning or behavioral change takes
place in structured format.
Organisations and individuals should develop and progress simultaneously for
their survival and attainment of mutual goals. Modern management has to
develop the organisation through human resource development. Employee
training and development is an important sub-system of human resource
development. Employee training and development is a specialised function andis one of the fundamental operative functions of human resources management.
Due to daily changing business environment, manufacturing process,
technological advancement and rapid growth in the demand of the products and
services etc, the workforce of any organization has to be very well equipped
with the skills, ability, and talent required to cope up with the market
competition.
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Now a days many organizations are conducting training programmed to
improve the productivity of employees.
MEANING OF TRAINING AND DEVELOPMENT
After an employee is selected ,placed and introduced ,he or she must be provide
with training facilities .training is the act of increasing the knowledge and skill
of an employee for doing a particular job .Training improves ,changes moulds
the employees knowledge ,skill ,behaviour ,aptitude, and attitude towards the
requirements of the job and organization.
TRAINING
The traditional approach and modern approach for Training and Development
The traditional approach
Most of the organizations before never used to believe in training. They were
holding the traditional view that managers are born and not made .There were
also some views that training is a very costly affair and not worth . But now thescenario seems to be changing.
The modern approach
The modern approach of training and development is that Indian Organizations
have realized the importance of corporate training. Training is now considered
as more of retention tool than a cost. The training system in Indian Industry has
been changed to create a smarter workforce and yield the best results.
Training is a short term educational process and utilising a systematic and
organised procedure by which employees learn technical knowledge and skills
for a definite purpose.
Training is a long term investment in human resource using the equation
Performance = ability + motivation
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Training can have an impact on both these factors .It can heighten the skills and
abilities of the employees and their motivation by increasing their sense of
commitment and encouraging them to develop and use new skills .It is a
powerful tool that can have a major impact on both employee productivity and
morale, if properly used.
Dale S. Beach defines training as the organised procedure by which people
learn knowledge and attain skills for a definite purpose."
It is a learning process that involves the acquisition of knowledge, sharpening ofskills, concepts, rules, or changing of attitudes and behaviours to enhance
the performance of employees.
Training is activity leading to skilled behaviour.
Its not what you want in life,but it knows how to reach it.
Its not where you want to go, but it knows how to get there.
Its not how high you want to rise, but it knows how to take off.
It may not be quite the outcome you were aiming for, but it will be
an outcome.
Its not what you dream of doing, but its having the knowledge to do it
It's not a set of goals, but its more like a vision
Its not the goal you set, but its what you need to achieve it
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Trainingis about knowing where you stand (no matter how good or bad
the current situation looks) at present, and where you will be after some
point of time.
Why there is a need for TRAINIG AND DEVOLOPMENT in any
Organization:-
Organization viability and the transformation process
The primary concern of an Organization is its viability and hence its efficiency
.There is a continuous environmental pressure for efficiency ,and if anOrganization does not response to this pressure ,it may find itself rapidly losing
whatever share of market it has .Employee ,training therefore imparts specific
skills and knowledge to employees in order that they contribute to the
Organizations efficiency ,and be able to cope with the pressures of the
changing environment .
Technological advancesThere has been tremendous development in industrial technology.
Mechanization and automation of the plant is necessary for the organizations
survival; hence, it has to train its employees for more skilled positions. New
skills are required to operate new machinery, or familiarity with new processes
and production techniques has to be introduced.
Organizational ComplexityWith increasing mechanization, automation and development in
technology,many organizations have emerged as complex organizations that
produce a wide range of products or offer a wide range of services. This had
led to complex problems of coordination and integration of activities.
Eventually the need for training and retraining is felt at the all levels in
such organizations, from shop floor to top executives
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Human Relations
The growing complexity of organizations has led to various human problems,
like alienation, inter-personal and inter-group problems. Hence, training
in human relations is becoming extremely important for tackling these
problems. Due to its great relevance in the current automated, mechanized and
extremely competitive business environment, where skills are becoming
obsolete faster than ever, we have chosen to study in detail the training and
development needs of employees.
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CHAPTER-5
FINDINGS
&
CONCLUSIONS
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Findings
Sagar Automobiles are one of the authorized dealers of Maruti Suzuki vehicles.
It is a part of 500 crores Sagar group of companies. Dr. D. Hemchandra Sagar is
the Chairman: The group caters to growing 4 Wheelers segment.
Maruti range of vehicle retailing outlets
Has state of the art maintenance facilities
Excellent team of sales, services and management personnel
A strong 20000-customer base in their segment.
Sagar Automobile has several branches in Bangalore:
BasavanagudiServices
Veerasandra Industrial AreaBody Repairs Centre
Bannergahatta Road Sales, Services, Accessories, Spare parts, True
value (Pre-owned Cars), Finance, Insurance and RTO.
Conclusion
Sagar Automobiles are one of the recognised and leading dealers for Maruti
Suzuki cars in Karnataka, which was awarded dealership in November 1995
and was started in 1997. It has an exclusive service of Maruti-Suzuki passenger
class vehicles. The main aim of the company is to provide good service for its
customers. Their retail unit is full-fledged with customer lounges, spares and
accessories, showrooms etc,. Sagar Automobiles has counters of various car-
finance companies, offering complete customer care. It is an ISO 9001:2000
certified company.
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ACKNOWLEDGEMENT
It gives me immense pleasure to thank
Prof. N.V.H.Krishnan ( Registrar Jain University )
Prof. Dinesh Nilkant ( Centre HeadCMS Business school )
Mr. Joyson Baptist Pereira(Head-HR-SAGAR AUTOMOBILES )
Prof. SunandaJaiprakash( Mentor ) Who have helped and guided me to study
and learn the organisational structure of sagar automobiles
I would further like to thank all the faculty ( CMS Businss school ) parents
,relatives and friends who have contributed in various ways to compile the
project.