Final Project

INTERNSHIP IN

“INDUS MOTORS Pvt.Ltd”

A report submitted in partial fulfillment of the requirement for the

MBA degree of Bharathiar University.

By

ANEESH B

Reg. No.:10P35F1026

August 2011

GAIN MORE KNOWLEDGEREACH GREATER HEIGHTS

Presidency College , Kempapura - Hebbal ,Bangalore – 560024

Presidency College Page 1

DECLARATION

I, hereby, declare that this Internship report titled organization study is

prepared by me in “INDUS MOTORS Pvt .Ltd”, Bangalore during the

Academic year 2011-2012 under the able guidance of faculty Dr. Rajiv R K Massey

Presidency College, Bangalore, as partial fulfillment of requirement of the award of

Master in Business Administration of Bangalore University.

I also declare that this project is the result of my own and has not been

submitted to any other university or institution for the award of any degree or

diploma.

ANEESH B


ACKNOWLEDGEMENT

This project has been an educating experience for me. I have learnt patience,

diligence and tenacity. On the path of learning, the presence of an experienced

guide is indispensable.

I would like to thank my guide Dr. Rajiv R K Massey for his valuable support and

guidance.

I would also like to thank “INDUS MOTORS Pvt Ltd”, Manager, Mr. Aslam

for his corporation and suggestions.

Words are not enough to express our gratitude to Presidency College ,Director

Mr. Brahm Sharma and other staff members of MBA department and each one of

them whose valuable suggestions and hints has really made this project come true.

Last but not the least , I would like to thank my friends for their help and support, without which the completion of this project would not have been possible.


TABLE OF CONTENTS

SR. NO.

CONTENTSPAGE NO.

1 COMPANY PROFILE 5-25

2 ORGANISATIONAL STRUCTURE 26-28

3FUNCTIONAL AREAS(DEPARTMENT AND DIVISION)

29-51

4SWOT ANALYSIS,VISION, MISSION, GOALS AND OBJECTIVES

52-57

6 FINDINGS AND SUGGESTIONS 58-60

7 CONCLUSION 60-61

8 BIBLIOGRAPHY 62-63


CHAPTER – I

COMPANY PROFILE


INDUSTRY PROFILE

GLOBAL CAR INDUSTRY

The passenger car segments has emerged as a major driving force for upstream

industries like steel, rubber, plastics, glass, and electronics and downstream

industries like advertising and marketing, transport and insurance. The car industry

generates large amount of employment opportunities in the economy.

The global automotive car market is growing at a rate of only 2 percent per annum

and it is not expected to pick up in the near term. Growth has dropped due to the

increasing level saturation in the larger car market of the world. Worldwide the trend

is towards ensuring that one’s products are superior in terms of quality. This will

enhance the useful life of cars and hence, slow down growth is sales. The world car

production increased from 44.66 million in 1996 to an estimated 48.30 million cars in

1999. Japan, Canada and USA brought about the major increases, which contribute

to 53% of the world’s car production.

The USA and Japan are the leaders with around 42% of the total world market.

However, since the last two or three years, the international passenger car industry

has been witnessing an over capacity of more than 30%. The trend suggests that

industry volumes may grow by just 2% or around 10 million vehicles per year. If this

situation continues for the next few years the world car market may witness shakeout

in the near future. Already signs towards these are being observed as the

phenomenon of mergers catches on. The recent mergers in the international car

market are Ford- Volvo, Renault- Nissan and Daimler-Chrysler. Among the top car

manufacturing companies General Motors and Ford Motors group of USA lead with a

contribution of 15.8% and 11.6% of world car production, respectively. Volkswagen

and Toyota stand third and fourth more than 9% contributions each to the world car

production.


The global domination of the larger automotive manufacturer is slowly on the wane

and the trend in sakes is shifting towards more “ regiocentric ” products. Automakers

that have been enjoying a generally prosperous spell would have to rethink on the

way vehicles are designed, manufactured, distributed or sold. Already, players like

General Motors Volkswagen and Toyota have begun to re-examine their dealer

relationship and pricing strategies. Carmakers would now have to think in terms of a

new customer focus and provide better financing and servicing. Strategic tie-ups,

mergers and acquisitions have become a talk of the day. A few instances are

Daimler Benz’s tie-up with Chrysler of the US, Ford’s acquiring of Daewoo and tie-

ups with Volvo Car Corporation and Renault acquiring a stake in Nissan. Such deals

will certainly lead to economy in terms of costs but remains to be seen whether they

will also create significant new opportunities for growth.

With global consolidation in the car industry, it is expected that more international

player will work closely to bring about operational efficiencies. By nature the car

industry is highly capital intensive and vast amount of money are being spend on

R&D. with the players getting together to produce more technologically superior cars,

they can drive greater benefits from their R&D efforts. Profits, which are under

pressure due to wafer thin margins, will be boosted due to greater economies of

scale. Moreover, bigger capacities among player’s means lesser fixed cost per

produced. Even if mergers are not on the near future, technology sharing and the

offering of equity stakes is inevitable.


THE BIRTH OF AUTOMOBILE

In the early 15th century the Portuguese arrived in china and the interaction of two

cultures lead to a variety of new technologies, including the creation of a wheel that

turned the generation. By 1660’s a full sized engine powered vehicle was created.

By the mid 15th century the idea of the self propelled vehicle have been put into

action with the development of experimental vehicles powered by means of springs,

clock works and etc..

Nicolas Joseph Cugnot of France is considered to have invented the first true

automobile in 1769, designed by Cugnot and constructed by M. Berzin, it is also the

first American who obtained patent for self propelled carriage which could attain

speeds up to 6km/hour. The early steam powered vehicle were only practiced one

on a perfectly flat surface as strong as iron. In 1771 he again designed another

steam driven engine which ran so fast that rammed into a well, recording the world’s

first accident.

INDIAN AUTOMOBILE INDUSTRY

India has one of the largest automobile industries in Asia. Shown here is Maruti

Suzuki’s A-Star which was completely designed in India. Indian automakers like Tata

Motor’s have opened several manufacturing bases around the globe. Shown here is

Tata Indigo during an Auto exhibition in Italy. The automobile industry in India is the

tenth largest in the world with an annual production of appropriate 2 million units.

India is expected to overtake China as the world’s fastest growing car market in

terms of the number of units sold and the automotive industry is one of the fastest

growing manufacturing sector in India. Because of its large market (India has a

population of 1.1 billion; the second largest in the world), a low base of car

ownership (25 per 1000 people) and a surging economy, India has become a huge

attraction for car manufacturers around the world.


Though several major foreign automakers, like ford, Suzuki, GM, and Honda have

their manufacturing bases in India, India automobile market is dominated by

domestic companies. Maruti Suzuki is the largest passenger vehicle company; Tata

Motors is the largest commercial vehicle company while Hero Honda is the largest

motorcycle company in India. Other major Indian automobile manufactures include

Mahindra & Mahindra, Ashok Leyland and Bajaj Auto.

The automotive industry directly and indirectly employs 13 million individuals in India.

The industry is valued at about US$ 35 billion contributing about 3.1% of India’s GDP

(nominal). India’s cost-competitive auto components industry is the second largest in

the world. In addition, India’s motorcycle market is also the second largest in the

world with annual sales of about 5 million units.

In India there are 100 people per vehicle, while this figure is 82 in China. It is

expected that Indian automobile industry will achieve mass motorization status by

2014.

Almost all major international car manufactures, from across the world are present in

India and those that are not here have made announcement to this effect. The

passenger vehicle market is dominated by compact cars and the rest of the market

fragmented, with about 12-13 manufactures fighting for one-third of the market

space.

Another characteristic of the India market is our low car penetration of 8 cars per

thousand people (much less than other developing countries) which indicates the

scope for growth. No doubt the demand is projected to grow over two-fold in the next

few years expecting which various manufactures have started/announced their plans

to increase the production capacity. Compiling all announcements, the total figure

will exceed 4 million.

India Automobile Industry includes the manufacture of trucks, buses, passenger car,

defense vehicle, two wheelers etc. The industry can be broadly divided into the car

manufacturing, two wheeler manufacturing and heavy vehicle manufacturing units.


Cars dominate the passenger vehicle market by 97%. Maruti Suzuki has 52% share

in passenger cars and is a complete monopoly in multipurpose vehicles. In utility

vehicles Mahindra holds 42% share. In commercial vehicle, TATA Motors dominates

the market with more than 60% share. Tata Motors is also the world’s fifth largest

medium & heavy commercial vehicle manufacturer.

HISTORY OF INDIAN CAR

The first imported car was seen on Indian road 1942 Hindustan Motors

incorporated 1994. Premier automobiles started 1948- First car manufactured in

India 1953- The Government of India decreed that only those firms which have

manufacturing program should be allowed to operate 1995- Only seven firms

namely, HM, API, ALL, SMPIL, PAL, M&M and TELCO received approval. In 1960 -

1970 the two wheeler and three wheeler industry established a foothold in the Indian

scenario. In 1970 – 1980 not much change was witnessed during this period. The

major factors affecting the industry were the implementation of the MRTP Act

(Monopolies and Trade Restrictive Practices Act), FERA (Foreign Exchange

Regulation Act) and Oil Shock of 1973 and 1979. In 1980 – 1990 – the first phase of

liberalization was announced by the Govt. with the liberalization of the government’s

protectionist policies, the advantage hitherto enjoyed by the Indian car manufactures

like monopoly, oligopoly, slowly began to disappear. This period is also marked by

the entry of a large number of firms in the market. 4 Japanese manufactures entered

the Commercial Vehicle and Two Wheeler market. The Government agreed to the

demand for allowing foreign collaboration in the automobile sector. The industry

witnessed resurgence due to major policy changes like relaxation in MRTP and

FERA, de-licensing of some ancillary products, broad banding of the products and

modification in the licensing policy. Also, the concessions it gave to the private sector

and the new foreign collaboration policy, all resulted in higher growth and better

performance of the industry than in the earlier decades.


The Government of India tied up with Suzuki Inc. of Japan which produced India’s

most successful car-Maruti. In 1991 Under the Government’s new National Industry

Policy, the license raj was dispensed with, and the automobile industries were

allowed to expand freely. 1993-With the winds of liberalization sweeping the Indian

car market, many multinationals like Daewoo, Peugeot, General motors, Mercedes-

Benz and Fiat came into the Indian car market. 1997-The National Highway Policy

was announced which will hopefully have a positive impact on the automobile

industry.

The Government also laid down the emission standards to be met by car

manufacturers in India in the coming millennium. There were two successive

stringent emission levels to be met by April 2000 and April 2005, respectively. These

norms were benchmarked on the basis of those already adopted in Europe, hence

the names Euro I (equivalent to India 2000) and the Indian equivalent of Euro II.

1999-The Hon’ble supreme Court passed an order directing all car manufactures to

comply with Euro I emission norms (India 2000 norms) by the 1st of May, 1999 in

National Capital Region (NCR) of Delhi. The deadline was later extended to 1st June,

1999.

Since the first car rolled out the streets of Mumbai (then Bombay) in 1898, the

Automobile Industry of Indian has come a long way. During its early stages the auto

industry was overlooked by the Indian Government and the policies were also not

favorable. The liberalization policy and various tax reliefs by the Government of

Indian in recent years have made remarkable impacts on Indian Automobile Industry.

Indian auto industry, which is currently growing at the pace of around 18% per

annum, has become a hot destination for global auto players like Volvo, General

Motors and Ford. Today Indian automotive industry is fully capable of producing

various kinds of vehicles and can be divides into 03 broad categories: Cars, two-

wheeler and heavy vehicle.


SNIPPETS

The first automobile in India rolled in 1897 in Bombay

India is being recognized as potential emerging auto market

Foreign players are adding to their investments in Indian auto industry

Within two-wheelers, motorcycles contribute 80% of the segment size.

Unlike the USA, the Indian passenger vehicle market is dominated by cars

(79%).

Tata Motors dominates over 60% of the Indian commercial vehicle market

2/3 of auto component production is consumed directly by OMEs

India is the largest three-wheeler market in the world

India is the largest two-wheeler manufacturer in the world.

India is the second largest tractor manufacturer in the world.

The number one global motorcycle manufacturer is in India.

India is the fourth largest car market in Asia - recently crossed the 1 million

mark.


COMPANY PROFILE

About Indus Motors

Indus Motor Company Private Limited is the No. 1 dealer in the country for

Maruti Suzuki India Ltd. For last 5 years in a row. They are the number one dealer in

the country for any car manufacturer and have sold a record of 28447 cars for FY

08-09. The dealer is having 4 dealerships in Kerala and 2 in Chennai and has 52

sales outlets and 39 service centers spread across nook and corner of Kerala.

Indus Motor Company Private Limited has started their operation in 1984

and got Maruti dealership in 1986. The initial years of the company were not so

encouraging and it struggled to survive in the slowly growing automobile market. The

company was taken over by Pee Vees Group owned by Mr. P.V Abdul Wahab (MP)

in 2003. The new management has restructured the business operation and induced

fresh capital to the company. From 5702 cars sold in 2002-2003 period, the

company has witnessed heavy growth o 20-30% every year. They have set new

benchmark of service in the automobile sector. With the launch of M-800 by Maruti

Suzuki India Limited (MSIL) in 1984, the company got its first dealership in Calicut.

Over years, the company expanded its dealership to Trivandrum, Cochin,

Muvattupuzha (Ernakulam district) and other districts of Kerala. Indus entered the

competitive Chennai market in 2007 to diversify its geographical presence.

Indus Motor Company Private Limited, having its registered office at Indus House,

Chakorathukulam, Calicut and the corporate office at opposite South Gate of Cochin

Shipyard, Thevara, Kochi-682015, was incorporated on 11th July, 1984 with the main

objective of dealing motor vehicles in the state of Kerala. The Pee Vees group has

interests in Educational institution, Plantations, Civil constructions and LPG and

Petroleum.

Infrastructure and management expertise which Indus put behind their business has

borne fruit-Maruti gave two coveted awards to Indus- Thevara workshop was

adjusted the best Model Workshop in India and Indus was the second highest seller

of Genuine Maruti Spare in India. JD Power associates have rated Indus as No. 1

south India Sale Satisfaction.


Indus become the no. 1 dealer in India

Indus Motor Pvt. Ltd. The authorized Maruti dealer has

become No. dealer in India. With an all time record sale of 40832 Maruti cars in the

financial year 2010-2011. The no. 1 Maruti dealer in Kerala becomes No. 1 India. No

other Maruti dealer in India has been able to reach such heights within one year.

In the All India Dealers Conference 2010 held at Macau, Indus bagged 11 awards

from Maruti Suzuki including ‘THE OVER ALL EXCELLENCE AWARD’. And the

Award for Highest Car Sale in India. Indus has the sales record in new Maruti cars,

True Value cars, Maruti Genuine Accessories, Customer Satisfaction Index and

Sales Satisfaction Index that has also contributed to Indus Success. Indus will be

committed to provide quality service to all their customers and will maintain the No. 1

position.

Another prestigious Award received by In Balance Score Card with Platinum Plus.

This performance linked Award is based on the operational Excellence,

Infrastructure & above all customer satisfaction.

Sales and Services

Indus Motor Company Private Limited provides the entire range of products and

services available in the Maruti Suzuki. Indus is the pioneers of new and services

available in the Maruti Suzuki. Indus is the pioneers of new and innovative sales

strategies like “Unlimited Car Care Package”. UCP that provides a Maruti customer,

lifelong care for his car, Indus is the highest seller of Maruti cars in All India Ranking

for April-December 2003 for models Maruti 800 and Alto.

The main aim of Indus Motor is to increase sales and all the other departments try

their maximum to increase sales.


Sales outlets

Indus has its own authorized service network divided has certain sections or ease

cures of Maruti owners there are service divisions, Maruti genuine parts division,

vehicle sale division, Maruti insurance renewal division, Maruti accessories division

and Maruti true vale exchange division.

The authorized service stations are at Kanhangad, Kannur, Thalassery, Cochin,

Palakkad, Thrissur, Kalamassery, Edappally, Kayamkulam, Kottayam and

Trivandrum.

Service outlets

Indus Motor Company Private Limited has about 35 service network available

through Kerala from Trivandrum to Kanhangad for immediate service work. All

workshops are ideally located in all the cities. Expertise service personnel will be

helping the vehicle problems. Breakdown, accident recovery vehicles are available to

you round the clock. Indus had the facilities for insurance renewal.

Maruti True Value

Maruti True Value is where you can purchase a used Maruti car which has been

checked on 120 points specified by Maruti and evaluated by a service engineer sent

from Maruti Suzuki and will get free service too.

Spare Parts

Communications plays very important role for running spare parts operations

effectively and efficiently. Indus Motor spare parts department got with online

transactions. It connects MUL and Indus branch spare parts. Network spare parts

availability and other spare parts related enquiry can check with through network

system.


Maruti finance

Some finance companies are tied up with Indus Motors to give finance help to the

customers. It helps customers very much.

HDFC bank

Kotak car finance

Axis bank

Sundaram finance

Magam

Indus Ind. Bank

Maruti insurance

Maruti insurance helps the customer to insuring the cars. It includes comprehensive

insurance and 3rd party insurance. Comprehensive insurance means insuring the

driver, co-driver and also the vehicle. 3rd party insurance means insuring the co-

driver and other vehicle only (3rd party’s vehicle). The main agencies that insuring

cars in Indus Motor are:

Royal Suntharam

Baja Alliance

National insurance

ICICI

QUALITY POLICY

Through customer satisfaction quality services achieved by through constant

adherence and continual improvement in quality services and systems following

P.D.C.A (Plan, Do, Check Act) technique in all our functions and actions complying

with the requirements.


BRANCHES OF INDUS MOTOR Co. Pvt. Ltd.

Trivandrum

Venpalavattom

Kollam

Muvattupuzha

Eranakulam

Kottayam

Kayamkulam 1

Kayamkulam 2

Kanjirapally

Pathanamthitta

Kalamassery

Kanhangad

Thrissur

Guruvayoor

Palakkad

Kottakkal

Nallalam

Panicker road

Koya road

Vadakara

Thalassery

Kannur

Kakkanad

Nilambur

Kothamangalam

Pattamby

Adoor

Thodupuzha

Ranny

Angamaly


PRODUCT PROFILE

Kizashi

A- Star

Alto

Alto K-10

Swift

Swift Dzire

Maruti 800

WagonR

SX4

Omni

New Estilo

Gypsy

Grand Vitara

Ritz

Eeco


Kizashi

A- Star

Alto


Alto K-10

Swift

Swift Dzire


Maruti 800

WagonR

SX4


Omni

New Zen Estilo

Gypsy


Grand Vitara

Ritz

Eeco


AWARDS RECEIVED BY INDUS MOTORS

All India best performance

All India Highest sales

Platinum Dealer in balance Scorecard

Best in Customer satisfaction in Service – TVM

Best in Customer Satisfaction in sales – Chennai

Highest sales in Maruti Genuine Accessories

Highest Rural sale in India

Best performance in institutional Sales

Zonal Highest sale

Dealer in 1000 Club

OTHER AWARDS


Name of the Awards Division Dealership

OVER ALL EXCELLENCE

(WINNER)

GENERAL GROUP

PLATINUM in BSC GENERAL GROUP

No. 1 IN VEHICLE SALES

(WINNER)

SALES GROUP

HIGHEST MGA OFFTAKE

(WINNER)

SALES GROUP

BEST MI PENETRATION

(WINNER)

SALES GROUP

BEST PERFORMANCE IN

SPECIAL SCHEME

SALES GROUP

HIGHEST EXCHANGE

PENETRATION (WINNER)

SALES COCHIN

BEST MKT SHARE CITY (A

CATEGORY)

SALES COCHIN

BEST PERFORMANCE IN

INSTITUTIONAL SALES

SALES COCHIN

HIGHEST CAR SALES

VOLUME (WINNER)

SALES COCHIN

BEST MKT SHARE CITY (B

CATEGORY)

SALES CALICUT

HIGHEST CAR SALES

VOLUME (1st Runner up)

SALES CALICUT

BEST EMPLOYEE

RETENTION (WINNER)/

SALES CHENNAI


CHAPTER – II

ORGANIZATIONAL

STRUCTURE

(HIERARCHY)

BOARD OF DIRECTORS


CHAIRMAN AND MANAGING DIRECTOR

Mr. P.V Abdul Wahab


VICE CHAIRMAN

Mr. P.A. Ibrahim Haji

DIRECTOR

Mr. P.V. Ali Mubarak

DIRECTOR

Mr. P.V. Muneer

DIRECTOR

Mrs. P.V. Yasmin Wahab

DIRECTOR

Mr. T.P. Ajith

DIRECTOR

Mr. Jaber Abdul Wahab

DIRECTOR

Mr. P.A. Mohammed Shafi

DIRECTOR

Mr. Ajmal Abdul Wahab

DIRECTOR

Mr. T.P. Anil Kumar

CGM-Service

CEO

CMD


AGM-Finance & Arts

Insurance & MDS-Manager

HR, Administration & IT Managers

AGM-Spares

Works Managers

Zonal Managers Store In chargeSr. Managers (Fin & Acts)

Acts Managers

Accounts Officers

Accountant

Assistant Accountant

Cashiers

Audit Manager

Supporting Staffs

CCM

Asst. Mgr-Service

Asst. Manager

Service Engineer

Service Engineer

Supervisors Supervisors

Mechanics Mechanics

CGM-Sales

Accessories Vehicle Used car

Dealership Heads

Regional Managers

Territory Managers

Team Leaders

Sales Executives

Supporting Staff

Stock & PDI

Mgr. Accessories

Mgr Used car

SSI

Supporting Staff

Supporting Staffs

CHAPTER – III

FUNCTIONAL AREAS

PEOPLE

Mr. P.V Abdul Wahab (MP) is the chairman of Indus Motor Co. [P] Ltd. and Mr. P. A.

Ibrahim Haji is the vice chairman


Boards of directors are Mr. P. V. Muneer, Mr. P. V. Ali Mubarak, Mrs. Yasmin

Wahab, Mr. T. P. Ajith Kumar, Mr. Jaber Abdul Wahab, Mr. Ajmal Abdul Wahab, Mr.

T. P. Mohammed Shafi.

Finance department head is Mr. K.P. Anas

Sale department head is Mr. P. D. Sebastian (CGM)

Service department head is Mr. Amanulla.

Insurance department head is Mrs. Susheela. C

Administration department head is Mr. Kamal Raj.

Human Resource department head is Mr. Ubaidulla.

INDUS MOTORS QUALITY POLICIES

To maintain all quality leadership in all Products & Services.

Total customer satisfaction through Quality Products & Services.

Commitment of management to quality.

To create a culture amongst all employees towards total quality concept.

Total quality through performance leadership.

CUSTOMER SERVICE

Customer care manager is accountable for the SSI of the dealership and he/she

must ensure the implementation of all policies/procedures in this regard. Qualities of


a customer care officer are enthusiasm, customer-service orientation, honesty, high

energy and team – orientation.

INDUS MOTORS WITH THEIR CUSTOMERS

Sales Operation Standards are another important factor of Indus Motors. Sales

Operation Standards (S0S). These are basically a set of requirements in terms of

infrastructure and workflow processes that should be meeting at the dealership. By

adhering to SOS, it have a much higher chance of ensuring customer satisfaction

and hence retention.

The purpose of sales operation standards: -

Two main element directly impact customer after the purchase are satisfaction with

dealer performance and vehicle quality. Dealer performance encompasses all

phases of the consumer-dealer relationship cycle, including vehicle delivery and

dealer service. An unpleasant experience with the dealer during the process of

buying the vehicle can lead to dissatisfaction, second thoughts and erosion of

confidence in the dealer/manufacturer.

In order to ensure 100% satisfaction of customers during the sales and delivery

process, certain basic minimum standards have been laid down by Indus Motors

named “sales operation standards”. Delivering more than what the customer expects

results in a satisfied customer. A satisfied customer is the most valuable asset of

Indus motors since it is this satisfaction which will decide the customer’s future

intention of 3 R s that is Recommendation, Revisit and Repurchase; this is very

important tools which help Indus in increasing their business.

VARIOUS DEPARTMENTS IN INDUS MOTORS

Indus motors have different departments for its functioning. The main departments includes :


Sales department

Service department

Insurance department

Finance department

Administration department

Human resource department

SALES DEPARTMENT

Sales Department includes marketing, sales promotion. The head of the

department (sales) is P.D Sebastian (CGM). The main function of this department is

to attract and retain customers, increase sales volume considering a particular


BOARD OF DIRECTORS

CEO

SALES SERVICE INSURANCE FINANCE ADMINISTRATION HUMAN RESOURCE

period of time, to find out persons or agencies to carryout sales activities and explore

new market. Promotion and marketing is an important component of the

development of an organization. Promotion maybe defined as “the co-ordination of

all seller-initiated effort to set up channels of information and persuasion to facilitate

the sale of goods and services”. Sales promotion is a supporting component in a

marketing mix. The sales promotion mix consist of advertising, personal selling,

publicity, sales promotion. These all are following by Indus Motor Co. Pvt. Ltd.

Advertising is a non-personal paid means of communication using in Indus Motor

where the source is clearly identified as the sponsoring organization. If focuses upon

group of persons, rather than individuals to attract to Indus.

Personal selling consists of person to person communication between the sales

person and their prospects, means sales person of Indus Motor and the customer.

Personal selling may be very intense means of promotion.

Publicity is the dissemination of information by personal or non personal means and

is not directly paid for the Indus Motors and for which organization is not clearly

identified as the source. The most common type of publicity using in Indus Motors is

the news release (also known as press release) and photographs.

Sales promotion consists of a wide variety of activities, other than personal selling

like advertising and publicity that stimulate consumer purchasing and other dealer

effectiveness such as displays, shows and expositions, demonstration and various

non recurrent selling efforts not in the ordinary routine. Sales promotion activities are

impersonal and are directed at the ultimate consumers. These activities tend to

supplement the advertising and personal selling efforts.

Sales Support Techniques


These are some sales supporting techniques used by Indus Motors. It can be

grouped into two main areas ‘printed materials’ and ‘special offers’. Printed

materials include brochures, folders, direct main materials, display materials etc.

1. A brochure describes and illustrates about the company in detail.

2. The folder is a single piece of illustrated paper which can be folded.

3. Display of cars, it attracts the attention of customers and visitors.

4. Notices it contains diagrams as well as written information. They can be

created in such a way as to attract attention.

5. In paper advertising many option are available (copy alone or with graphics)

6. Flex open the door to the new ways of reaching out to the customers. It has

made advertising more appealing and easier than times. Attractive flex boards

catch the mind of the customer.

The sales supporting elements are usually for attracting the customers of Indus

Motors. The attractive displays, brochures etc will attract the customers easily;

through this attraction the customers are willing to buy the car. So for the promotion

of every product and services good advertisements and displays are essential. The

important thing for the high sales of Indus Motors is their good customer relation,

every organization will have a direct or in direct relation with the customer, it will

increase the sales of cars, accessories etc and advertisement are the second

element.

Special Offers

Special offers like temporary price reduction, free gifts, premiums and various types

of programs are being used extensively. The Maruti dealer adopts these techniques

as an additional sales support tool.

MARKETING DEPARTMENT


According to American marketing association,” Marketing is the performance of the

business activities the direct the flow of goods and services from the producer to

customer or the user”. Marketing involves all the activities involved in the creation of

place, time and possession utilities. Marketing is a process of making goods means

cars useful to the society.

It can be used as

A concept (understanding needs and responding)

A process

A function (analyzing market opportunities, planning, implementation, control

etc)

A series of techniques (a blend of behavior and management science)

In Indus Motors, marketing is come under sales department, marketing is an

important tool for sales otherwise it leads to failure. Advertisements, Displays are

some of the tools of marketing. And some special schemes and discounts offered by

Maruti Suzuki are some of the normal techniques used to attract the customers.

Marketing also include test driving this helps the customers to know about the car

and its mileage etc and also the facilities and features of the car. Through marketing,

the sales executive develops a good contract between the customers this helps to

buy cars from Indus again; goods contact between the companies. This helps to the

success of the company.

Marketing in Indus Motors focuses on car sales and services. It deals with display of

cars also. The main aim of Indus is to satisfy and delight the customers. It

surrounded by needs of a customer, Focuses on delivering value to the customer.

Modern marketing concept helps to study the needs, desires and preferences of

customers. In Indus Motors customers are king. The two main objectives of modern

marketing concepts are customer satisfaction and profit maximization.


SALES DEPARTMENT

CHIEF GENERAL MANAGER

Sales department of Indus Motors headed by chief executive officer. Chief General

Manager is another heads of the sales department. He decides the target of sales

department and divides the work to the employees under them. Under chief general

manager, there are assistant general manager in sales. Assistant general manager

controls the regional heads. Under regional head are team leaders to control the

executives and motivate and inspire then. These all collective called sales

department.

SERVICE DEPARTMENT

Indus Motors Company [P] Ltd. provides the service and entire range of product and

available in the Maruti Suzuki family. Chief general manager of service department is


REGIONAL HEAD

SALES FORCE

REGISTRATION

PDI INSURANCE CORPORATE

Mr. Amanulla. Other department heads (service) are Mr. Madhavan kutty and Mr.

Unni A.K (AGM). INDUS Motors provides good services to customers. Service

department have good service station. Indus Motors service network is available

throughout Kerala from Trivandrum to Kasargod for immediate service work. Of all,

Ernakulum has the best service station. This is one of the reasons to attract the

customers to Indus Motors for servicing and buying too.

The head of the service department is the chief general manager, service, he

controls the service department under him there are assistant general manager in

service and assistant general manager in spare. Service manager controls the whole


CHIEF GENERAL MANAGER

GENERAL MANAGER

AGM SPAREAGM SERVICE

WORK MANAGER

ASSISTANT WORK MANAGER

CUSTOMER CARE MANAGER

ASSISTANT CUSTOMER CARE MANAGER

CUSTOMER CARE EXECUTIVES

service works come under Indus, service includes rectification of complaints,

periodical servicing etc. Indus motors help the customers in every situation like break

down, accident recovery etc. This is the main advantages of Indus Motors. Assistant

general manager for spare helps the customers by two year free warranty if the

spares of the cars get damaged or get any problem.

For a task, that is servicing of car, work manager is responsible for its care,

maintenance and repair with the help of the subordinates including assistant

managers, technicians etc. to clear the problem and deliver the car in the promised

time. He ensures the customers satisfaction and quality service.

INSURANCE DEPARTMENT

The next important department is insurance department, in this department

insurance of new cars and old cars. This is another important feature of Indus

Motors. Insurance department head is Mrs. Susheela C Nair. In this department of


Indus Motors dealing with insuring the cars, it includes comprehensive insurance and

3rd party insurance. Comprehensive insurance means insuring the driver, co-

passenger and also the vehicle. 3rd party insurance means insuring the other vehicle

only (3rd party’s vehicle). Next important thing is the renewal of the insurance, Indus

Motors remind the customers, for that there is a section in insurance department

called telecalling section, and also send proposal to the customers. Indus Motors

with Maruti Suzuki India Ltd., they insuring cars with the tie up some insurance

companies. The four main insuring agencies of Indus Motors are Royal Suntharam,

Bajaj Alliance, National Insurance and ICICI. Insuring Maruti cars, through this Indus

aims customer satisfaction and good customer relation.

FINANCE DEPARTMENT

Finance department is another important department of Indus Motors. Finance

department head is Mr. K.P Anas. In this department all the transactions, accounts,


AUTO INSURANCE DIVISION

MANAGER SUPPORT DIVISION

ASSISTANT MANAGER

INSURANCE DEPARTMENT HEAD

auditing etc. are involved. This department includes financial matters with the

customers and company too. This department also deals with financial and

budgetary control, accounting of expenditure on works, costing of services and

operation of facilitate cost control, property, lease infrastructure, cost of stock,

payment of salary, managing funds, incentives and remuneration preparation of

budget, appropriation of accounts, treasury management, custody of funds, internal

and external records, debt administration, statutory and tax reports etc.

Objectives:

Profit Maximization

Wealth Maximization

Presidency College Page 40FINANCE DEPARTMENT HEAD

ADMINISTRATION DEPARTMENT

The next important is administration. Administration department head is Mr. Kamal

Raj. In this department of Indus Motors includes office administration and legal

activities.


FINANCE MANAGER

ASSISTANT FINANCE MANAGER

ACCOUNTS HEAD

CAHIER

ADMINISTRATION

Administration department is to co-ordinate the activities of all departments of Indus

Motors. This department has contact with all other department of Indus, service,

sales, insurance, finance etc. it also convincing the meeting of the board of Indus. It

also include annual plans, welfare, solving labor issues etc. this department also

provide additional assistance for the preparation of the documentation when

necessary to other department, develop a performance based budget which will

evaluate all activities.

LEGAL

Legal department deals with the legal activities of Indus Motors. This department

deals with all the legal matters of the company, its business matters; these are

controlled by the legal advisory body. This legal advisory body also helps to solve

the cases which related to Indus Motors. Legal department is responsible for

providing legal services and advices to Indus Motor, its divisions and employees.

The department faces a large number of legal matters, including business

development, contract management, employee law, sales and lease matters, debt

collection, bankruptcy, case prosecution etc. prosecution of cases in courts litigation

management, documentation, preparation and drafting, prevent lawsuits from

coming onto company, protection of common rights in judicial sitting and all these

activities create the workflow of legal department.

HUMAN RESOURCE DEPARTMENT

Human Resource (HR) department head is Mr. Ubaidulla, Human Resource

manager. The department has other office assistance also.


Human Resource Management is an integral part of management which is

concerned with people at work and their relationship within the organization. As per

modern management, employees are the key resource of an organization and a

happy employee definitely contributes immensely towards the growth and

development of an organization. It has become a necessity for the management to

look after welfare, basic satisfaction and needs of employees and keep them

motivated. That’s why Indus also trusts in this, their employees and customers.

“Human Resource Management refers to the set of activities associated with human

resource planning, recruitment, selection, orientation, training, appraisal, motivation,

remuneration etc. human resource management aims at developing people through

work”

Human resource head in Indus works with the organization’s top executives on

strategic planning-using their expertise to suggest and change policies which affect

the workforce of Indus. Human resource specialists serve as a mediator between top

management and employees. If there is any problem or dissatisfaction among

employees, the HR’s duty is to solve the problem, otherwise it became a big issue

and it affects the organization. But Indus has a good HR department that act as a

mediator between the management and employees for satisfaction, planning,

selection, development etc.

Objectives of Human Resource Department in Indus Motors

To maintain effective coordination between HRM and others.

HRM department helps in motivating the employees in attaining individual’s

goals and in return will lead to attain the organization.

A qualified applicant for specific type of job.


To ensure the above objectives by eras of a systematic scheme of centralized

recruitment this will be regular and effective.

Major functions of HR department

Manpower planning

Recruitment and selection

Induction and orientation

Training and development

Planning

Recruitment

Selection

Orientation

Training

Development

Motivation


HR MANAGER HEAD

MANAGER SOURCING

SOURCING EXECUTIVES

HRM DEPARTMENT

1. Establishment Section

Establishment section of Indus Motor involved with the activities like

recruitment, selection, promotions and performance appraisal record of day-

to-day activities as well as manpower adjustment. The selection is basically

involved with establishment activities.

Recruitment and Selection

It is a process of selection for prospective employees and stimulating and

encouraging them for job in an organization. Selection is process of putting

right person to right job according to job specification of organization.

Procedures or Recruitment Rules

1. Corporate personnel directorate will engage recruitment.


ESTABLISHMENT TRAINING AND DEVELOPMENT

WELFAREINDUSTRIAL RELATION

2. Mode of selection by group discussion and personal interview.

3. All India advertisement will release every year, inviting application from

candidates’.

4. Selected candidates will undergo induction training for period of a year.

2. Training and Development

Training is any kind of action to import or improve the employee attitude, skill

and knowledge. The efficiency of an organization is depends directly on the

capability and talent of its employees and how motivated they are. Capacity of

a person is depends upon his ability to work and type of training has helped

improve productivity, which in turn has helped both employees and

organization. Training is no doubt costly affair but greater importance has to

be paid to the pay back. In the past, Indian business organizations were not

giving adequate importance to this aspect and they could not complete with

world organizations due to this reason.

Effective training enables employees to learn to do their jobs better and

performance more proficiently. With increasingly advance technology,

continuous training of personnel has become essential to the success of the

organization. From organizational point of view, training shortens the time

required for employees to reach peak efficiency level. Cost of training is


considerably less than the cost of gaining experience particularly in the

context of advanced technology and expensive equipment.

Training and development is any attempt to improve current or future

employee’s ability to perform through learning, usually by changing the

employee’s attitude or increasing his or her skills and knowledge. Training

refers to the process of imparting specific skills. Development refers to the

learning opportunities designed to help employee’s growth.

Training

“Activities designed to provide learning with knowledge and skill needed for

employee’s present job” There must be a behavioral change after training.

The mission of a training function is to bring about a behavioral change, and

real test of behavioral change is the trainees or participants improved

performance on the job.

Development

Development is boarder than the term training. It is a systematic planning

and application of training and other activities through the person with the


whole range of knowledge, skill and experience needed the effective

performance in the present and the future job.

Purpose of training

Job requirements- Employee’s needs specific skills required for

performing job.

Technology changes- Due to rapid changes in technology, necessary

training should be given to the employees.

Bridging the gap between required performance level and actual

performance level.

INDUS MOTORS’ RELATION WITH THEIR EMPLOYEES

Indus motors have good relation between their employees, this help the organization

to develop and make goodwill among the economy and in society; this will also

attract the customers because of the company name and the services offered by

Indus Motors. Employee relation is essential among this, because unity leads the

Indus to achieve the target that means maximum sale of cars per month (1150-

1250/month)

Stress in employees


Stress is an element included in every organization for achieving the target, for

reducing the stress of employees; Indus motors gives some family tour programs,

department get together, festival celebration etc.

Motivation to employees include: - Monitory, gifts, rewards and social motivations.

1. Monitory motivation

Monitory motivation elements of Indus motors mainly include the monthly

salary, if the employee work efficiently they get increase in their salary amount,

another important monitory motivation includes traveling allowance, free mobile

phones to all employees.

Wages incentives

In wages incentives, an additional reward are given only to those employees who

perform exceptionally well in Indus, while other employees get normal wages. The

instrumentality perform expectancy theory is applicable, as the employees feel

secured as all of them get base pay, unlike the piece rate wherein base pay is not

assured. Feeling a sense of security helps employees develop themselves under

wages incentives. Uncertainty of pay makes people restless and troublesome.

Wages incentives provide safety and security to the job, besides giving additional

wages to high performers.

Profit sharing

Profit sharing is practical type of motivation to monitor employees for better

performance. Indus motors declares bonus on additional profitability at an agreed

rate of sharing, because the increase in profitability is not only due to organizational

structure, machines, method and management but also the outcome of employees.

The additional profit so shared between employees and organization is paid either in

cash or bonus share is a deferred benefit.


Incentives/special incentives

Incentives/ special incentives mean an employee in Indus motors sold more cars or

accessories or finance they get a special incentives. These are some of the

parameters of incentives. This will helps to motivate the employees. Through this

motivation, the company gets maximum profit and can achieve the common goal.

Other parameters of incentives include medical ESI, PF and bonus.

2. Gifts and rewards as motivational element

Gifts and rewards include special packages, tour to India and abroad, gift

packages from Maruti/dealership as performance rewards for maximum sales of

cars, accessories, finance, exchange etc.

3. Social motivation

Social motivation means more than 3500 families are depending on Indus.

And it also include department get-together and family tours etc

COMPLETE DEALERSHIP INVOLVEMENT

Complete dealership involvement means everybody in the showroom performs to the

best of his/her ability in order to ensure that the customer is completely satisfied with

the show experience. For that it include:-

Guard

Qualities: - qualities include service-oriented, patient, approachable, professional

(dress, manners). The guard is the first individual with whom a customer interacts.

Lobby manager

The lobby manager is responsible for managing the facilities in the showroom.

He/she ensure that every customer inside the showroom is comfortable. Another

very important role of lobby manager is to regularly maintain and update the bulletin

board should be near the customer langue.

Salesperson


Qualities of salesperson in Indus include

Listen carefully to the customer and find out what he/she needs.

Win the confidence of the customer and establish a rapport for a long-term

relationship with the customer.

Be warm and friendly

Explain about the product, features and benefits to the customers patiently.

Never rush through the proceedings.

Maintain honestly and integrity in his/her dealing so as to gain the trust of the

customer.

Service advisor

Service advisor plays very important role in showroom. Service advisor should

actively participate in every delivery. He should explain all the operating controls of

the car, service, warranty etc. using the delivery checklist. The customer’s signature

should then be taken on the checklist. A copy of the delivery checklist should be

retained with the dealership and original handed over to the customer. He should

also hand over his visiting card to the customer and ask the customer to contact him

for any vehicle-related problem. Qualities of a service advisor include enthusiasm,

customer-service orientation, and high energy.

Customer care manager

Customer care manager (CCM) is the term of the customer care team and

spearheads the customer care related activities at the showroom. Customer care

manager is accountable for the SSI of the dealership and he/she must ensure the

implementation of all policies/procedures in this regard.


CHAPTER - IV

SWOT ANALYSIS / VISION,

MISSION, GOALS AND

OBJECTIVES

VISION AND MISSION


VISION

Transform Indus into World Class Dealership

Remain No.1 in India

Delighted customers and Delighted Employees

MISSION

We will pursue the development of our financial and human resources through

diversified business activities, in an ethical and socially responsible manner and in

pace with the advancements of the day.

We will uphold a professional code of conduct in the pursuit of our goals and are

committed to taking up social responsibilities as a corporate citizen by dedicating a

significant share of our productive surpluses for espousing social causes that would

benefit our employees, their families and the society at large.

VALUES AND BELIEFS

The enduring belief that our corporate destiny is inextricably entwined with those of

our employees and customers carries us towards a profitable and ethical business

model.

OBJECTIVES


Achieving Market Leadership by Delivering Value to Customers

Following our “Customer First” philosophy in manufacturing and providing

high quality vehicles and services that meet the needs of Pakistani customers.

Enhancing the quality and reach of our 3S Dealership Network.

Employing customer insight and feedback for continuous corporate renewal,

including product development, improving service and customer care.

Bringing better Quality to India

Maximizing QRD (Quality, Reliability and Durability) by built-in engineering.

Transferring technology and promoting indigenization at IMC and Vendors.

Raising the bar in all support functions to meet Maruti Global Standards.

Optimizing Cost by Kaizen

Fostering a Kaizen culture and mindset at IMC, its Dealers and Vendors.

Implementing Maruti Production System.

Removing waste in all areas and operating in the lowest cost quartile of the

industry.

Respecting our People


Treating employees as the most important sustainable competitive resource.

Providing a continuous learning environment that promotes individual

creativity and teamwork.

Supporting equal employment opportunities, diversity and inclusion without

discrimination.

Building competitive value through mutual trust and mutual responsibility

between the Indus Team and the Company.

Becoming a Good Corporate Citizen

Following ethical business practices and the laws of the land.

Engaging in philanthropic and social activities that contribute to the

enrichment of Indian society, especially in areas that are strategic to both

societal and business needs e.g. Road Safety, Technical Education,

Environment Protection, etc.

Enhancing corporate value and respect while achieving a stable and long-

term growth for the benefit of our shareholders.


SWOT ANALYSIS

SWOT analysis is a technique that used in organization to find out employee’s

organization’s Strength, Weakness, Opportunities, and Threats. Through this the

organization can find out their strengths and weakness etc and also can solve the

problems.

Strengths:

Good customer relations

Good employee relations

Largest network

All facilities in a single roof

Freedom to every employees

Highest quality product (cars)

Sound financial capacity and goodwill

Provides good welfare measures to the employees

High morale of employees

Weakness:

Lack of man power retention.

Delay in implementing new systems.

No internal control.

Lack of motivation.

Wide gap in communication.

Management is not given more powers to take timely decision

Immediate planning and execution is not carried.

Employees lack of awareness in their own job.


Opportunities

Wide spread demand for product.

The efficiency of the worker can promoted and appreciated.

Indus can deliver the cars and accessories very faster to the customer.

Customers’ special interest on the product.

Threats:

Competition: - both dealership competition and product competition.

Dealership completion: - competition with other Maruti dealers like Popular

Motors, Sai Motors, Hercules.

Product competition: - competition with other company’s (means product

competition) like Hyundai, Ford, Tata.

Increased instability in the economy.


CHAPTER – V

FINDINGS AND SUGGESTIONS


FINDINGS

Indus Motors Pvt. Ltd. The authorized Maruti dealers have become No. 1

Dealer in india.

Indus will be committed to provide quality service to all their customers and

will maintain the No. 1 position.

Indus Motors service network is available throughout Kerala from Trivandrum

to Kasargod for immediate service work.

Some finance companies are tied up with Indus Motors to give finance help to

the customers. It helps customers very much.

Most of the Customers prefers Maruti Cars due to its High Resale Value.

Maruti Maintenance Cost is less it helps to attract more customers.

Majority of the Customer Satisfied that company is able to deliver the cars on

time.


SUGGESTIONS

Customer benefits given have to improve as the Competition is

high.

Service Department function has to be improved.

The technical Competence has to be improved.

Customers Suggestions has to be considered

Management must provide opportunities to the employees to

express their opinion, problems and suggestions

Provide value added service and offers such as prize scheme ,

lucky draw etc. to promote sales

Sales can be improved by reducing the service charge and spare

parts costs


CONCLUSION


CONCLUSIONS

All the glamour is attached to car companies while most people don't realize that as buyers of cars they will seldom, if ever, deal directly with the car manufacturer. Dealerships are the public face of the car company, maintaining the brand that the manufacturer has built. The entry of multinational car companies into India really shook the market and brought professionalism into the concept of dealerships here. These companies have certain standards of excellence and they spend hours training personnel at dealerships. Initial costs of land and equipment are high, the latter because many machines are imported. But the biggest investment is in people. Not having well-trained staff can ruin whatever is built. This business is about customer satisfaction, like the hospitality business. One has to have a hands-on approach

Indus Motors Pvt. Ltd. The authorized Maruti dealers have become No. 1 Dealer in India. With an all time record sale of 40786 Maruti cars in the financial year 2010-2011. The No.1 Maruti dealer in Kerala becomes No. 1 in India. No other Maruti dealer in India has been able to reach such heights. In the All India Dealers Conference 2007 held at Athens, Greece, Indus bagged 11 awards from Maruti Suzuki including ‘The over All Excellence Award’. And the Award for Highest Car Sales in India. Indus has the sales record in new Maruti cars, True Value cars, Maruti Genuine Accessories, Customer Satisfaction Index and Sales Satisfaction Index that has also contributed to Indus Success. Indus will be committed to provide quality service to all their customers and will maintain the No. 1 position. This performance linked Award is based on operational Excellence, Infrastructure & above all Customer Satisfaction.


BIBLIOGRAPHY


BIBLIOGRAPHY

BOOKS REFERRED:

Human Resource Management (VSP..Rao)

Human Resource Management (Ashwathappa.)

WEBSTES REFERRED:

www.indusmotor.com

www.wikipedia.com

www.Maruti Suzuki.com

PERSONAL GUIDE:

HR department head – Mr. Ubaidulla

Finance Department head – Mr. K. P. Anas

Sales Manager Mr.Aslam


http://www.Maruti/

Final Project

Documents

chief general

assistant

3rd party

includes comprehensive

ajmal abdul

jaber abdul

mkt share

legal advisory