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Executive summary
Manickbag Group was founded in 1920 by 2 families, Dharmappa Mirji and Manickchand
Shah. he name Manickbag was adop!ed because i! was s!ar!ed on a land, which was dona!ed
by one Mr" "Manickchand #" $a%eri of &ombay !o 'ain boarding and i!, was full of bamboo
jungle and hence !he area was known as Manickbag" he au!omobile indus!ry !oday is !he
mos! produc!i%e indus!ry" Due !o !he increase in income in bo!h rural and urban sec!or and
easy finance being pro%ided by all !he financial ins!i!u!es, !he passenger car sales
ha%e increasing day by day and o!her cars like #orsche, &en!ley, (udi and &M) all are in
*ndian marke!s !o achie%e marke! share" +ne fac!or !ha! could help !he companies in !heir
marke!ing of !heir produc! is by knowing and crea!ing a personali!y for !heir brands" he
repor!s shall a!!emp! !o answer some of !he ues!ions regarding cars in *ndia !he marke! in
*ndia is growing %ery fas! wi!h many lu-urious cars coming from na!ional and in!erna!ional
manufac!urers"" .ence, i! has become %ery essen!ial for all players !o come up wi!h
inno%a!i%e and a!!rac!i%e cars !o cap!ure !he a!!en!ion and a!!rac! !he cus!omers" he sur%ey is
on cus!omer sa!isfac!ion abou! sales ac!i%i!ies a! Manickbag au!omobiles, .ubli "he
/ompany will also come !o know how cus!omer is sa!isfied wi!h !he informa!ionser%ices
gi%en by !he salespeople a! Manickbag au!omobiles, .ubli !hrough s!ruc!ured i fel! !hisduring my in!erac!ion wi!h responden!s"
Title of the study:
( s!udy on cus!omer sa!isfac!ion af!er sales ac!i%i!ies a! Manickbag au!omobiles, #%!, !d,.ubli 33"
Objectives of the study:
1" o know cus!omer sa!isfac!ion le%el abou! %arious sales ac!i%i!ies a! Manickbag
au!omobiles, #%!, !d , .ubli"
2" o ascer!ain !he cus!omers opinion abou! !he uali!ies of salespeople a! Manickbag
au!omobiles"
4" o inden!ify !he areas for impro%emen! in sales ac!i%i!ies a! Manickbag au!omobiles"
5" o sugges! ac!ions !o be !aken by Manickbag au!omobiles ,!o impro%e cus!omer
sa!isfac!ion
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Manickbag Automobiles, Pvt, Ltd, Hubli
Research Methodology:
1" ype of research6 Descrip!i%e research"
2" Sample popula!ion6 cus!omers of Manickbag au!omobiles, #%!, !d, from .ubli 7
Dharwad"
4" Sampling me!hod6 8on probabili!y con%enience sampling pro%ided by company:"
5" Sample si;e6 100 nos"cus!omer"
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Manickbag Automobiles, Pvt, Ltd, Hubli
10" ?5C of !he responden!s are highly sa!isfied, 42C sa!isfied and 5C are neu!ral abou!
salespeople3s eagerness !o help !hem"
11" =egarding promp! a!!en!ion 5
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Manickbag Automobiles, Pvt, Ltd, Hubli
imitations:
!. he sur%ey is limi!ed !o only .ubli 7 Dharwad ci!y"
2" he s!udy will be reflec!ing !he response gi%en by samples !o ues!ions in !he
ues!ionnaire and i! is assumed !hey are !ru!hful"
"onclusion:
* conclude !ha! !he Manickbag au!omobiles, #%!, !d, .ubli should gi%e more impor!ance !o
all !he cus!omers" (! presen!, !he demand for a!a Mo!ors car is good compared !o
compe!i!ors3 produc!s 7 !heir dis!ribu!ion ne!work is good 7 !hey are pro%iding good
ser%ices !o cus!omers, * fel! !his during my in!erac!ion wi!h responden!s
he *ndian (u!omobile *ndus!ry is manufac!uring o%er 11 million %ehicles and e-por!ing
abou! 1"< million e%ery year !he dominan! produc!s of !he indus!ry are !wo wheelers wi!h a
marke! share of o%er @
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climbs up un!il !he !hird !ier suppliers" .owe%er !he produc!s, as channeled in e%ery
!radi!ional au!omo!i%e indus!ry, flow from !he !op of !he supply chain !o reach !he consumers"
*n!eres!ingly, !he le%el of !rade e-por!s in !his sec!or in *ndia has been medium and impor!s
ha%e been low" .owe%er, !his is rapidly changing and bo!h e-por!s and impor!s are
increasing" he demand de!erminan!s of !he indus!ry are fac!ors like affordabili!y, produc!
inno%a!ion, infras!ruc!ure and price of fuel" (lso, !he basis of compe!i!ion in !he sec!or is high
and increasing, and i!s life cycle s!age is grow!h" )i!h a rapidly growing middle class, all !he
ad%an!ages of !his sec!or in *ndia are ye! !o be le%eraged" 8o!e !ha!, wi!h a high cos! of
de%eloping produc!ion facili!ies, limi!ed accessibili!y !o new !echnology and soaring
compe!i!ion, !he barriers !o en!er !he *ndian (u!omo!i%e sec!or are high" +n !he o!her hand,
*ndia has a wellFde%eloped !a- s!ruc!ure" he power !o le%y !a-es and du!ies is dis!ribu!ed
among !he !hree !iers of Go%ernmen!" he cos! s!ruc!ure of !he indus!ry is fairly !radi!ional,
bu! !he profi!abili!y of mo!or %ehicle manufac!urers has been rising o%er !he pas! fi%e years"
Major players, like a!a Mo!ors and Maru!i Su;uki ha%e ma!erial cos! of abou! B0C bu! are
recording profi!s af!er !a- of abou! ?C !o 11C"he le%el of !echnology change in !he Mo!or
%ehicle *ndus!ry has been high bu!, !he ra!e of change in !echnology has been medium"
*n%es!men! in !he !echnology by !he producers has been high" Sys!emFsuppliers of in!egra!ed
componen!s and subFsys!ems ha%e become !he order of !he day" .owe%er, fur!her in%es!men!
in new !echnologies will help !he indus!ry be more compe!i!i%e" +%er !he pas! few years, !he
indus!ry has been %ola!ile" /urren!ly, *ndia3s increasing per capi!a disposable income which is
e-pec!ed !o rise by 10?C by 201< and grow!h in e-por!s is playing a major role in !he rise
and compe!i!i%eness of !he indus!ry" a!a Mo!ors is leading !he commercial %ehicle segmen!
wi!h a marke! share of abou! ?5C"Maru!i Su;uki is leading !he passenger %ehicle segmen!
wi!h a marke! share of 5?C .yundai Mo!or *ndia and Mahindra and Mahindra are focusing
e-panding !heir foo!prin! in !he o%erseas marke!" .ero .onda Mo!ors is occupying o%er 51C
and sharing 2?C of !he !wo wheeler marke! in *ndia wi!h &ajaj (u!o" &ajaj (u!o in i!self is
occupying abou!
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companies ha%e manufac!uring uni!s where engines are manufac!ured and par!s supplied by
firs! !ier suppliers and second !ier suppliers are assembled" (u!omakers are !he key !o !he
supply chain of !he au!omo!i%e indus!ry" A-amples of !hese companies are Mo!ors, Maru!i,
oyo!a, and .onda" *nno%a!ion, design capabili!y and branding are !he main focus of !hese
companies"
-ealers: +nce !he %ehicles are ready !hey are shipped !o !he regional branch and from !here,
!o !he au!hori;ed dealers of !he companies" he dealers !hen sell !he %ehicles !o !he end
cus!omers"
%arts and $ccessory: hese companies pro%ide produc!s like !ires, windshields, and air bags
e!c" !o au!omakers and dealers or direc!ly !o cus!omers"
Service %roviders: Some of !he ser%ices !o !he cus!omers include ser%icing of %ehicles,
repairing par!s, or financing of %ehicles" Many dealers pro%ide !hese ser%ices bu!, cus!omers
can also choose !o go !o independen! ser%ice pro%iders
KLE ‘S, IMSR, HUBLI Pg &
http://en.wikipedia.org/wiki/Toyotahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Toyota
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"OM%$/ %ROF#E
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Tata "om&any %rofile:
a!a Mo!ors imi!ed is *ndia3s larges! au!omobile company, wi!h consolida!ed re%enues of
=s"1, 24,144 crores SD 2@ billion: in 2010F11" *! is !he leader in commercial %ehicles in
each segmen!, and among !he !op !hree in passenger %ehicles wi!h winning produc!s in !he
compac!, midsi;e car and u!ili!y %ehicle segmen!s" he /ompany is !he worldIs four!h larges!
!ruck manufac!urer, and !he worldIs !hird larges! bus manufac!urer" he /ompanyIs o%er
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pickup %ehicles in hailand" he new plan! of a!a Mo!ors hailand: has begun produc!ion
of !he Nenon pickup !ruck, wi!h !he Nenon ha%ing been launched in hailand in 200B" a!a
Mo!ors is also e-panding i!s in!erna!ional foo!prin!, es!ablished !hrough e-por!s since 19?1"
he /ompanyIs commercial and passenger %ehicles are already being marke!ed in se%eral
coun!ries in Aurope, (frica, !he Middle Aas!, Sou!h Aas! (sia, Sou!h (sia and Sou!h (merica"
*! has franchiseejoin! %en!ure assembly opera!ions in Kenya, &angladesh, kraine, =ussia,
Senegal and Sou!h (frica" he founda!ion of !he /ompanyIs grow!h o%er !he las!
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new range of world s!andard !rucks called #rima" *n !heir power, speed, carrying capaci!y,
opera!ing economy and !rims, !hey will in!roduce new benchmarks in *ndia and ma!ch !he
bes! in !he world in performance a! a lower lifeFcycle cos!" a!a Mo!ors is eually focused on
en%ironmen!Ffriendly !echnologies in emissions and al!erna!i%e fuels" *! has de%eloped
elec!ric and hybrid %ehicles bo!h for personal and public !ranspor!a!ion" *! has also been
implemen!ing se%eral en%ironmen!Ffriendly !echnologies in manufac!uring processes,
significan!ly enhancing resource conser%a!ion" hrough i!s subsidiaries, !he /ompany is
engaged in engineering and au!omo!i%e solu!ions, cons!ruc!ion euipmen! manufac!uring,
au!omo!i%e %ehicle componen!s manufac!uring and supply chain ac!i%i!ies, machine !ools and
fac!ory au!oma!ion solu!ions, highFprecision !ooling and plas!ic and elec!ronic componen!s
for au!omo!i%e and compu!er applica!ions, and au!omo!i%e re!ailing and ser%ice opera!ions"
a!a Mo!ors is commi!!ed !o impro%ing !he uali!y of life of communi!ies by working on four
!hrus! areas O employabili!y, educa!ion, heal!h and en%ironmen!" he ac!i%i!ies !ouch !he li%es
of more !han a million ci!i;ens" he /ompanyIs suppor! on educa!ion and employabili!y is
focused on you!h and women" hey range from schools !o !echnical educa!ion ins!i!u!es !o
ac!ual facili!a!ion of income genera!ion" *n heal!h, our in!er%en!ion is in bo!h pre%en!i%e and
cura!i%e heal!hcare" he goal of en%ironmen! pro!ec!ion is achie%ed !hrough !ree plan!a!ion,
conser%ing wa!er and crea!ing new wa!er bodies and, las! bu! no! !he leas!, by in!roducing
appropria!e !echnologies in our %ehicles and opera!ions for cons!an!ly enhancing en%ironmen!
care" )i!h !he founda!ion of i!s rich heri!age, a!a Mo!ors !oday is e!ching a refulgen! fu!ure"
)alues and &ur&ose
%ur&ose:
(! !he a!a group we are commi!!ed !o impro%ing !he uali!y of life of !he communi!ies we
ser%e" )e do !his by s!ri%ing for leadership and global compe!i!i%eness in !he business sec!ors
in which we opera!e"
+ur prac!ice of re!urning !o socie!y wha! we earn e%okes !rus! among consumers, employees,
shareholders and !he communi!y" )e are commi!!ed !o pro!ec!ing !his heri!age of leadership
wi!h !rus! !hrough !he manner in which we conduc! our business"
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"ore)alues:
a!a has always been %aluesFdri%en" hese %alues con!inue !o direc! !he grow!h and business
of a!a companies" he fi%e core a!a %alues underpinning !he way we do business are6
• #ntegrity: )e mus! conduc! our business fairly, wi!h hones!y and !ransparency"
A%ery!hing we do mus! s!and !he !es! of public scru!iny"
• 0nderstanding: )e mus! be caring, show respec!, compassion and humani!y for our
colleagues and cus!omers around !he world, and always work for !he benefi! of !he
communi!ies we ser%e"
• Excellence: )e mus! cons!an!ly s!ri%e !o achie%e !he highes! possible s!andards in our
dayF!oFday work and in !he uali!y of !he goods and ser%ices we pro%ide"• 0nity: )e mus! work cohesi%ely wi!h our colleagues across !he group and wi!h our
cus!omers and par!ners around !he world, building s!rong rela!ionships based on
!olerance, unders!anding and mu!ual coopera!ion"
• Res&onsibility: )e mus! con!inue !o be responsible, sensi!i%e !o !he coun!ries,
communi!ies and en%ironmen!s in which we work, always ensuring !ha! wha! comes from
!he people goes back !o !he people many !imes o%er"
KLE ‘S, IMSR, HUBLI Pg !
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Manufacturing 0nits:
a!a Mo!ors owes i!s leading posi!ion in !he *ndian au!omobile indus!ry !o i!s s!rong focus on indigeni;a!ion" his
focus has dri%en !he /ompany !o se! up worldFclass manufac!uring uni!s wi!h s!a!eFofF!heFar! !echnology" A%ery
s!age of produc! e%olu!ionFdesign, de%elopmen!, manufac!uring, assembly and uali!y con!rol, is carried ou!
me!iculously" +ur manufac!uring plan!s are si!ua!ed a! 'amshedpur in !he Aas!, #une and Sanand in !he )es! and
ucknow #an!nagar in !he 8or!h and Dharwad in !he Sou!h"
'amshedpur *'harkhand +
n 195
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*! manufac!ures all cri!ical au!omobile cas!ings e"g" /ylinder &lock, /ylinder .ead e!c" *! has a sophis!ica!ed
Kunkel )agner .igh #ressure Moulding line of a ra!ed produc!ion capaci!y of 90 moulds hour" his is suppor!ed
by a sand cooler and sand mi-er from Kunkel )agner" *!s mel!ing shop has Medium Lreuency *nduc!ion
Lurnaces for mel!ing and /hannel Lurnaces for holding" he pouring is done by a /hannel #ress #our coupled
wi!h a S!eam *nocula!ion Dispenser" he core shop has a s!a!eFofF!heFar! /old &o- Machine, making four cores
per minu!e" *! has elabora!ed sand and me!allurgical labora!ories" *n 1994 !he foundry was *S+ 9002 cer!ified by
!he &ureau Heri!as >uali!y *n!erna!ional, which was la!er followed by !he more s!ringen! >S 9000 cer!ifica!ion
from !he &H>* in !he year 2000" /urren!ly i! is cer!ified as S6 1?959 by &H/"
#une Maharash!ra : 6
he #une uni! is spread o%er !wo geographical regionsF #impri B00 acres: and /hinchwad 140 acres:" *! was
es!ablished in 19?? and has a #roduc!ion Angineering Di%ision, which has one of !he mos! %ersa!ile !ool making
facili!ies in !he *ndian subFcon!inen!" *! houses a Hehicle manufac!uring comple- which is one of !he mos!
in!egra!ed au!omo!i%e manufac!uring cen!ers in !he /oun!ry producing a large %arie!y of indi%idual i!ems and
aggrega!es" *! is engaged in !he design and manufac!ure of sophis!ica!ed press !ools, jigs, fi-!ures, gauges, me!al
pa!!ern and special !ools, as well as models for !he de%elopmen! of new ranges of au!omobile produc!s" *!s
capabili!ies ha%e enabled a!a Mo!ors !o in!roduce new produc!s and impro%e e-is!ing ones wi!hou! resor!ing !o
impor!s of dies or fi-!ures"+%er !he years, !his di%ision has de%eloped e-per!ise in design and manufac!ure of
au!oma!ed dies, fi-!ures and welding euipmen!" *!s large design group is fully con%ersan! wi!h s!a!eFofF!heFar!
/(D facili!ies and manufac!uring facili!ies comprising of ligh! and hea%y /8/ machine shops, jigs boring room,
plas!ic !empla!e shop, wood pa!!ern and model pa!!ern shop, fi%e a-is precision machine !ools and laser con!rol
machines" o cope wi!h such a di%erse range, four assembly lines ha%e been es!ablished, one each for M/Hs and
./Hs, /Hs, !ili!y %ehicles and one for #assenger /ars *ndica and *ndigo:"he #assenger /ar Di%ision in IKI
block e-ecu!es !he en!ire process of car manufac!ure o%er fi%e shops F !he engine shop, !he !ransmission shop,
press and body shops, pain! shop and !he !rim and final assembly shop" he shops are fully au!oma!ed ensuring
!ha! !here is minimal chance for error in !he manufac!uring processes"(f!er !he car is comple!ely assembled, i!
goes !hrough se%eral checks like wheel alignmen!, sideslip !es!, brake !es!, shower !es!, and a shor! !es! run before
i! is ready for dispa!ch" (ll sys!ems such as ma!erials managemen!, main!enance and o!her ac!i%i!ies are
compu!eri;ed, enabling smoo!h opera!ions and minimum in%en!ory needs"he Alec!ronics Di%ision is engaged in
!he produc!ion of a wide %arie!y of Machine ool /on!rollers, #/s, es! rig ins!rumen!a!ion, Ser%omo!ors,
#ro-imi!y Swi!ches" *n addi!ion, i! has de%eloped a number of componen!s such as flashers, horns, !imers !ha! areused in a!a Mo!orsI %ehicles"*ndus!ry e-per!s ra!e !he fully au!oma!ed Loundries a! /hinchwad and Ma%al
KLE ‘S, IMSR, HUBLI Pg #
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among !he bes!, worldwide" he *ron Loundry a! /hinchwad produced 4@,000 ons of high precision cas!ings in
200?F0@ while !he *ron Loundry a! Ma%al produced 15000 ons of spheroidal *ron cas!ings in 200?F0@" hese
include /ylinder &locks, /ylinder .eads, Gear &o- .ousing, e!c" o dispense wi!h !he need for ou!sourcing, an
(luminum Loundry wi!h an annual capaci!y of 4,400 !ones has been es!ablished"
ucknow "# : 6
a!a Mo!ors ucknow is one of !he younges! produc!ion facili!ies among all !he a!a Mo!ors loca!ions and was
es!ablished in 1992 !o mee! !he demand for /ommercial Hehicles in !he *ndian marke!" he s!a!eFofF!heFar! plan!
is s!rongly backed by an Angineering =esearch /en!re and Ser%ice se!Fup !o suppor! wi!h la!es! !echnology and
ca!er !o !he comple-i!ies of au!omobile manufac!uring" Lully &uil! Hehicle business, which is one of !he fas!
growing areas of our business, is also es!ablished in ucknow"+ur plan!, rolls ou! commercial %ehicles and is
speciali;ed in !he designing and manufac!uring of a range of modern buses which includes owFfloor, l!ra owF
floor, /8G 7 =A &uses" he ucknow facili!y also speciali;es in manufac!uring ./&S .igh capaci!y &us
Sys!em: buses"*n ligh! of /ompany3s aggressi%e grow!h plans, we are curren!ly in e-pansion phase and
produc!ion a! ucknow would grow manyFfold in near fu!ure" he e-pansion shall be in !he areas of pain!ing,
welding, %ehicle assembly 7 !es!ing and u!ili!y ser%ices, dri%en by la!es! !echnology" o achie%e !hese plans we
in%i!e people who ha%e good echnical Knowledge, seek /hallenging +ppor!uni!ies and ha%e a Dri%e for
Angineering A-cellence !o come and par!ner us in our journey"
#an!nagar!!arakhand : 6
he /ompany has se! up a plan! for i!s miniF!ruck (ce and !he passenger carrier Magic based on !he (ce
pla!form: a! #an!nagar in !!arakhand" he plan! began commercial produc!ion in (ugus! 200@" his is !he
companyIs four!h plan!, af!er 'amshedpur commercial %ehicles:, #une commercial %ehicles and passenger
%ehicles: and ucknow commercial %ehicles:" he plan! is spread o%er 9
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Sanand (hmadabad : 6
a!a Mo!ors3 plan! for !he a!a 8ano a! Sanand, in (hmadabad dis!ric! of Gujara!, marks !he culmina!ion of !he
/ompany3s goal of making !he a!a 8ano a%ailable !o hundreds of !housands of families, desirous of !he car a
safe, affordable and en%ironmen!al friendly mode of !ranspor!" he capaci!y of !he plan!, !o begin wi!h, will be
2
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Manickbag Automobiles, Pvt, Ltd, Hubli
shop and eyland ser%ice for repairs of eyland Hehicles" *n !he 19B0 a branch for Mico
of Manickbag Diesels was opened in &ijapur" *n !he year 19B5 i!s firs! branch was
opened in .ubli" Lur!her !hey opened branches *n 1994 Manickbag (u!omobiles
branches were opened a! &ijapur and (nkola in 1994" *n 1999 a!a Mo!ors passenger car
dealership was !aken up 7 was awarded all *ndia bes! SS* 7 /S* by our honorable
chairman Shri =a!an a!a in !he %ery firs! year of opera!ion *n 2004 Manickbag
(u!omobiles was !ransformed in!o Manickbag (u!omobiles #%! !d
-E$ERS %ROF#E:
•ame of the com&any:Manickbag (u!omobiles #%!"!d
• ature of the com&any: #ri%a!e imi!ed /ompany
• Managing -irector:Sarang Shah
• 1oard of -irectors:Shashikan!Mirji
• (shok Mirji
• &ushanMirji
• Shin Mirji
• Sanjo!Mirji
• =amesh Shah
• Hijay Shah
• $ddress: Manickbag (u!omobiles #%!" !d
Hidyanagar, .ubliF
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KLE ‘S, IMSR, HUBLI Pg (
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OR3$#4$T#O STR0"T0RE OF
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KLE ‘S, IMSR, HUBLI Pg !)
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Executives
Store
5ee&er
"ustomer
"are
-enting 7
%ainting #n
charge
1ac'
Office
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Manickbag Automobiles, Pvt, Ltd, Hubli
Tata Motors %roduct %rofile:
Tata ano #ndigo e9cs
#ndica )ista Tata )enture
Tata Sumo )icta #ndica
KLE ‘S, IMSR, HUBLI Pg !
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Manickbag Automobiles, Pvt, Ltd, Hubli
Tata Sumo Tata safari
#ndigo Mana
Tata 6inger
Tata Safari -icor
-e&artmentation:
There are t8o main divisions in the firm these are:
KLE ‘S, IMSR, HUBLI Pg !!
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Manickbag Automobiles, Pvt, Ltd, Hubli
!. "ommercial )ehicle -ivision +")-,:
More !han half a cen!ury of impressi%e presence and a!a Mo!ors con!inues !o pro%ide *ndia
wi!h !op of !he line commercial %ehicles" a!a Mo!ors is *ndia3s larges! and among !he world3s
!op fi%e medium and hea%y commercial manufac!ures" )e ha%e o%er 140 models pro%iding a
wide %arie!y of commercial !ranspor! solu!ions"
A-amples for /ommercial Hehicles6 a!a (ce, a!a #ickup ruck:, a!a 50@ A- and A-2,
a!a 1
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Manickbag Automobiles, Pvt, Ltd, Hubli
Functions:
Searching cus!omer"
arge!ing !he cus!omer"
Mee! !he cus!omer demand wi!h appropria!e supply"
Gi%ing uo!a!ions !o cus!omers"
Sol%ing !he cus!omer problems"
SER)#"E -E%$RTMET
Objectives:
o pro%ide high class ser%ice !o !he cus!omers"
Sol%e !he cus!omer problem wi!h !he produc!"
Main!ain good rela!ionship wi!h e-is!ing cus!omer and new cus!omer"
Functions:
o pro%ide be!!er uali!y ser%ice !o !he cus!omers"
$""O0TS -E%$RTMET
Objectives:
#ro%iding finance informa!ion !o !he %arious depar!men!"
/on!rolling !he cos!s of depar!men!"
Functions:
(udi!ing !he records of !he depar!men!"
Main!aining books of accoun!"
=aising funds from bank"
#reparing *ncome a- and cos! shee!"
2R -E%$RTMET
Objective: o help !he organi;a!ion !o reach i!s goals and !o ensure effec!i%e u!ili;a!ion and
ma-imum de%elopmen! of human resources"
KLE ‘S, IMSR, HUBLI Pg !#
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Manickbag Automobiles, Pvt, Ltd, Hubli
Functions:
Man #ower planning"
=ecrui!men!, selec!ion and placemen! of personnel"
raining !o employees"
#erformance appraisal, #romo!ion, &onus and also incremen! !o !he employees"
=emunera!ion of employees"
De%eloping and main!aining mo!i%a!ion for workers by pro%iding incen!i%es"
'ob =o!a!ion"
(iding in !he self de%elopmen! of employees a! all !he le%els"
3EER$ 2R %O#"#ES # M$#"51$3 $0TOMO1#ES
Manickbag (u!omobiles #%!" !d" recogni;es i!s employees as !he mos! impor!an! asse! for i!s
con!inued grow!h" .=M in Manickbag shall s!ri%e !o ensure con!inuous organi;a!ional
grow!h by nur!uring !he s!reng!hs of i!s employees and pro%iding !he en%ironmen! and
oppor!uni!y for e%ery indi%idual !o rise !o his personal goal wi!hin !he framework of
organi;a!ional, socie!al and na!ional objec!i%es" *! shall endea%or !o uphold !he digni!y of
indi%iduals by recogni;ing !heir wor!hy con!ribu!ions and making !hem feel proud par!ners in
progress !hrough !he following measures"
"
!, $8ards and "elebrations:
(nnual awards shall be gi%en in !he following ca!egories6
i: &es! performing Sales A-ecu!i%e MH:
ii: &es! performing Sales A-ecu!i%e /ar:
iii: Mos! disciplined employee Sales organi;a!ion:
i%: Mos! disciplined employee Ser%ice organi;a!ion:
%: Amployee of !he year"
%i: (ward for e-emplary ini!ia!i%e inno%a!ion a! work place"
%ii: &es! mechanic &es! !echnician"
KLE ‘S, IMSR, HUBLI Pg !$
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Manickbag Automobiles, Pvt, Ltd, Hubli
KLE ‘S, IMSR, HUBLI Pg !%
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Manickbag Automobiles, Pvt, Ltd, Hubli
$$/S#S
$-
#TER%RET$T#OS
!: .ow do you ra!e sales person3s response for your enuiry of %ehicle a! Manickbag
(u!omobilesQ
-.e/uenc0 cumulative1.e/
2e.centage
cumulative1e/
Hig3l0 satis4ed "' )) "'
Satis4ed #' )) '%5eit3e. satis4ed no. 6issatis4ed ' )) (#
6is satis4ed % )) ))
Hig3l0 6is satis4ed ) ))
7otal ))
KLE ‘S, IMSR, HUBLI Pg !&
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Manickbag Automobiles, Pvt, Ltd, Hubli
"'8
#'8
'8%8
Hig3l0 satis4ed Satis4ed
5eit3e. satis4ed no. dis satis4ed 6is satis4ed
Hig3l0 dis satisied
#nter&retation: 4B C of !he responden!s are highly sa!isfied , 5BC of !he responden!s
are sa!isfied wi!h !he sales persons response a! enuiry , BC of responden!s are nei!her
sa!isfied nor dissa!isfied and ?C responden!s are dissa!isfied of !he sales persons response of
%ehicle " his indica!es majori!y of !he cus!omers B?C: are sa!isfied wi!h response of
salespeople of Manickbag (u!omobiles for !heir enuiries"
;, )ha! is your opinion abou! sales person a! Manickbag au!omobiles !o pro%iding
produc! informa!ion<
-.e/uenc0 cumulative1.e/
2e.centage
cumulative1.e/
9e.0 good "' )) "'
:ood #! )) ')5eit3e. good no.bad ! )) (!
Bad ' )) ))
9e.0 bad ) )) 7otal ))
KLE ‘S, IMSR, HUBLI Pg !'
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Manickbag Automobiles, Pvt, Ltd, Hubli
9e.0 goood; "'8
:ood; #!8
5eit3e. good no. bad; !8
Bad; '8
#nter&retation: he abo%e !able and graph indica!es 4BC of !he responden!s said
pro%iding of produc! informa!ion is %ery good by Manickbag (u!omobiles salespeople, 52C
said good, 12C said nei!her good nor bad and BC of !he responden!s said i! is bad" hus,
mos! of !he cus!omers are sa!isfied wi!h pro%iding of produc! informa!ion by salespeople"
4: .ow did you find response from Manickbag au!omobiles salespeople on your uires
doub!s abou! !he rela!ed ser%ices 7 produc!Q
Lreuency cumula!i%e
fre
percen!ag
e cumula!i%e fre9e.0 good #) )) #)
:ood #' )) ''5eit3e. good no.bad & )) ($
9e.0 bad ) )) )
Bad $ )) ))
7otal ))
KLE ‘S, IMSR, HUBLI Pg !(
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Manickbag Automobiles, Pvt, Ltd, Hubli
#)8
#'8
&8$8
9e.0 good :ood
5eit3e. good no. bad 9e.0 bad
Bad
#nter&retation: he abo%e !able and graph abou! response of Manickbag salespeople !o
ueriesdoub!s abou! produc! and ser%ices indica!es 50C of !he responden!s say i! is %ery
good, 5BC say i! is good,@C say nei!her good nor bad, and
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Manickbag Automobiles, Pvt, Ltd, Hubli
"!
#&
( )!
-.e/uenc0 cummualtive 1.e/
#nter&retation: he abo%e !able and graph shows 42C of !he cus!omers are highly
sa!isfied wi!h !he speed of comple!ing sales process, 5@C of !he cus!omers are sa!isfied,
9Cof !he cus!omers are neu!ral, 10C of !he cus!omers are dissa!isfied and 2C of !he
cus!omers are highly dissa!isfied" hus, i! can be in!erpre!ed !ha! majori!y of !he
cus!omers @9C: are sa!isfied wi!h speedy comple!ion of sales process, bu! 21C are ei!her unsure or no! sa!isfied" he company may look a! a!!ending !he concerns of !he cus!omers
in delays in comple!ing sales process for impro%ed cus!omer sa!isfac!ion"
>, Do you find !he offer by Manickbag au!omobiles for !es! dri%e of !he %ehicle before
purchaseQ
-.e/uenc0 cumulative1.e/
2e.centage
cumulative1.e/
KLE ‘S, IMSR, HUBLI Pg "!
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Manickbag Automobiles, Pvt, Ltd, Hubli
1" /ommunica!ion skills
2" Knowledge of !he produc!
4" /oncern for !he cus!omer
5" Aagerness !o help
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Manickbag Automobiles, Pvt, Ltd, Hubli
#%
"'
%
) )
"ommunication s'ill
#nter&retations: Lrom !he abo%e !able and graph i! can be in!erpre!ed !ha! 5?C of !he
responden!s are highly sa!isfied wi!h communica!ion skills of salespeople, 4BC are sa!isfied,
and 1?C of !he responden!s are neu!ral wi!h !he communica!ion skills of !he sales person"
2: Knowledge of !he produc! 6
-.e/uenc0 cumulative1.e/
Pe.centage
=umulative1.e/
Hig3l0 satis4ed &) )) &)
Satis4ed ") )) ))
5eut.al ) ))
6is satis4ed ) ))Hig3l0dissatis4es ) ))
7otal ))
KLE ‘S, IMSR, HUBLI Pg "$
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Manickbag Automobiles, Pvt, Ltd, Hubli
Hig3l0 stais4ed 5eut.al Hig3l0 dis satis4es
&)
")
) ) )
5no8ledge of the &orduct
#nter&retations: he abo%e !able and graph shows !ha! @0C of !he corresponden!s are
highly sa!isfied and 40C of !he corresponden!s are sa!isfied wi!h !he sales person regarding
knowledge of !he produc!" his indica!es each and e%ery salesperson a! Manickbag
(u!omobiles has comple!e knowledge on produc!s and !hey are efficien! a! pro%iding !he
same !o cus!omer"
4: /oncern for !he cus!omer 6
-.e/uenc0 cumulative1.e/ Pe.centage
=umulative1.e/
Hig3l0 satis4ed #% )) #%
Satis4ed "" )) &(
5eut.al % )) ($
6is satis4ed $ )) ))Hig3l0dissatis4ed ) ))
7otal ))
KLE ‘S, IMSR, HUBLI Pg "%
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Manickbag Automobiles, Pvt, Ltd, Hubli
#%
""
%$
)
cocern for the customer
#nter&retations: he abo%e !able and graph regarding salespeople3s concern for !he
cus!omer indica!es 5?C of !he responden!s are highly sa!isfied, 44C are sa!isfied,1?C are
neu!ral and
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Manickbag Automobiles, Pvt, Ltd, Hubli
Hig3l0 satis4ed 5eut.al Hig3l0 dis satis4ed
%#
"!
# ) )
Eagerness to hel&
#nter&retations: he abo%e !able and graph indica!es ?5C of !he responden!s are highly
sa!isfied, 42C of !he responden!s are sa!isfied and 5C of !he responden!s are neu!ral wi!h
reference !o !he sales person3s eagerness !o help !hem" his indica!es majori!y of !he
cus!omers find salespeople a! Manickbag (u!omobiles are eager !o help !hem"
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Manickbag Automobiles, Pvt, Ltd, Hubli
Hig3l0 satis4ed 5eut.al Hig3l0 dis satis4ed
#$
"#
&
#)
%rom&t attention
#nter&retations: he abo%e !able and graph regarding promp! a!!en!ion indica!es 5
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Manickbag Automobiles, Pvt, Ltd, Hubli
$#
"!
#) )
%leasent manners
#nter&retations: he abo%e !able and graph indica!es
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Manickbag Automobiles, Pvt, Ltd, Hubli
#$$$
) ) )
%atience to handle *uires
#nter&retations: he abo%e !able and graph indica!es 5
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Manickbag Automobiles, Pvt, Ltd, Hubli
"&
%"
) ) )
Friendliness
#nter&retations: Lrom !he abo%e !able and graph i! can be in!erpre!ed !ha! 4@C !he
responden!s are highly sa!isfied and ?4C of !he responden!s are sa!isfied wi!h !he
salespeople3s3 na!ure of being friendly wi!h !hem"
9: (f!er concluding sales seal and ge!!ing deli%ery of %ehicle did !he sales person e-plain
!o you !he main!enance precau!ionsQ
-.e/uenc0 cumulative
1.e/Pe.centage
=umulative1.e/
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Manickbag Automobiles, Pvt, Ltd, Hubli
))!)")#)$)
"#
#&
!! $
#nter&retations: (ccording !o abo%e !able and char! on sa!isfac!ion abou! main!enance
informa!ion sharing by salespeople, 45C of !he responden!s are highly sa!isfied, 5@C are
sa!isfied, 12C are neu!ral, 2C highly dissa!isfied and
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Manickbag Automobiles, Pvt, Ltd, Hubli
9e.0 good :ood 5eut.al 9e.0 bad Bad)
$
)
$
!)
!$
")
"$
#)
#$
$)
""
#%
"
)'
-.e/uenc0
cummualtive 1.e/
#nter&retation: (ccording !o abo%e !able and char! on response of salespeople !o cus!omers
when !hey approached !hem af!er sales, 44C of !he cus!omers said %ery good , 5?C said
good , 14C of !he cus!omers are neu!ral and B C of !he cus!omers said bad"
!B: )ha! is your o%erall ra!e for !he ser%ices pro%ided by sales !eam a! Manickbag
au!omobiles<
-.e/uenc0 cumulative1.e/
Pe.centage
=umulative1.e/
9e.0good "& )) "&
:ood #' )) '$5eut.al ! )) (&9e.0bad ) )) )
Bad " )) ))
7otal ))
KLE ‘S, IMSR, HUBLI Pg #$
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Manickbag Automobiles, Pvt, Ltd, Hubli
Findings
Findings
KLE ‘S, IMSR, HUBLI Pg #&
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Manickbag Automobiles, Pvt, Ltd, Hubli
1" +u! of 100 responden!s con!ac!ed B?C are sa!isfied wi!h !he salespeople on response
!o !heir enuiry of car a! Manickbag (u!omobiles in .ubli and Dharwad"
2" B0C of !he responden!s are sa!isfied wi!h !he salespeople abou! pro%iding of !he
produc! informa!ion !o !hem"
4" BBC of !he responden!s said !he response of Manickbag salespeople !o ueriesdoub!s
abou! produc! and ser%ices is good"
5" B0C of !he cus!omers find !he con%incing abili!y of Manickbag salespeople !o be
good, 15C of !he cus!omers said nei!her good or bad and ?C of !he cus!omers said
bad"
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Manickbag Automobiles, Pvt, Ltd, Hubli
1@" =egarding response of salespeople !o cus!omers when !hey approached !hem af!er
sales, 44C of !he cus!omers said %ery good, 5?C said good, 14C of !he cus!omers are
neu!ral and B C of !he cus!omers said bad"
1B" =egarding o%erall ra!ing of cus!omers for !he ser%ices pro%ided by Manickbag
(u!omobiles salespeople, 4@C responden!s feel %ery good, 5BC feel good, 12C feel
neu!ral and 4C feel bad"
S033EST#OS:
1" 19C of !he cus!omers are sa!isfied abou! !ime !aken !o comple!e !he sales process by
!he company responden!s men!ioned 2F4 hours !ime * !aken in accoun!s depar!men!"
o complele!e !he billing process o be informed !o e-pedi!e !he billing process so !ha!
!he sales process can comple!e wi!hin an hour"
KLE ‘S, IMSR, HUBLI Pg #(
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Manickbag Automobiles, Pvt, Ltd, Hubli
2" he company should inform salespeople !o pro%ide proper main!aince informa!ion
since 19C are dissa!isfied salespeople should be pro%ided wi!h regular !raining abou!
!he car main!aince so !ha! !hey can gi%e correc! informa!ion !o !he cus!omers"
4" he company should inform salespeople !o a!!end cus!omers for !heir ueries e%en
af!er sales !his will build good cus!omer rela!ionship and cus!omer loyal!y"
"O"0S#OS 7 #M#T$T#O:
"O"0S#O: * conclude !ha! !he Manickbag au!omobiles, #%!, !d, .ubli should gi%e
more impor!ance !o all !he cus!omers" (! presen!, !he demand for a!a Mo!ors car is good
KLE ‘S, IMSR, HUBLI Pg $)
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Manickbag Automobiles, Pvt, Ltd, Hubli
compared !o compe!i!ors3 produc!s 7 !heir dis!ribu!ion ne!work is good 7 !hey are pro%iding
good ser%ices !o cus!omers, * fel! !his during my in!erac!ion wi!h responden!s
#M#T$T#OS:
• * faced difficul!y in collec!ing da!a because of busy schedule of !he responden!s"
• he s!udy will be reflec!ing !he response gi%en by samples !o ues!ions in !he
ues!ionnaire and i! is assumed !hey are !ru!hful"
Cuestionnaire:
* (mru!" S" Madikar A-am 8o6 M&(12002011: s!udying in M&( *H!h SAM a! KA3S
*MS=, .&*" nder!aking a major concurren! projec! M/#: on ( s!udy on cus!omer
sa!isfac!ion abou! sales ac!i%i!ies a! Manickbag (u!omobiles, #%!, !d, .&*" *n !his
KLE ‘S, IMSR, HUBLI Pg $
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Manickbag Automobiles, Pvt, Ltd, Hubli
a: Hery good
b: Good
c: 8ei!her good nor bad
d: Hery bad
e: &ad
5: .ow you find !he salespeople in con%incing you !o buy your %ehicle a! Manickbag
(u!omobilesQ
a: Hery good
b: Good
c: 8ei!her good nor bad
d: Hery bad
e: &ad
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Manickbag Automobiles, Pvt, Ltd, Hubli
@: .ow would you ra!e !he efficiency of salespeople a! Manickbag (u!omobiles on !he
following fac!orsQ
.ighly
sa!isfied
Sa!is
fied
8eu!
ral
Dis
sa!isfied
.ighly Dis
sa!isfied
1: /ommunica!ion skill
2: Knowledge of !he produc!
4: /oncern for !he cus!omer
5: Aagerness !o help
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Manickbag Automobiles, Pvt, Ltd, Hubli
a: Hery good
b: Good
c: 8eu!ral
d: Hery bade: &ad
10: )ha! is your o%erall ra!e for !he ser%ices pro%ided by sales !eam a! Manickbag
(u!omobilesQ
a: Hery good
b: Good
c: 8eu!ral
d: Hery bade: &ad
hank Eou
1#1#O3R$%2/
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