Ms presenation

Automobiles Services Marketing of Services

Mahesh-A-Kapse

Meaning of Services

A service is an intangible commodity. More specifically, services are an intangible equivalent of economic goods. In other word services are deeds, processes and performances.

Introduction to Maruti Suzuki Ltd

Established in February 1981. The actual production commenced in 1983 with the Maruti

800. Manufacturing facilities are located at two

facilities Gurgaon and Manesar south of Delhi. Gurgaon facility has an installed capacity of 900,000 units

per annum. The Manesar facilities with a capacity of 550,000 units per

year.

Vision of Maruti Suzuki

The Leader In Indian Automobile IndustryCreating Customer DelightAnd Shareholder's WealthA Pride Of India.

Services provided by Maruti Suzuki

Maruti InsuranceLaunched in 2002 National Insurance Company Bajaj AllianzNew India Assurance and Royal Sundaram

Maruti Finance

launched Maruti Finance in January 2002.Two joint ventures Citicorp Maruti & GE

Countrywide in providing loans.ABN Amro Bank, HDFC Bank, ICICI

Limited, Kotak Mahindra, Standard Chartered Bank.

SBI-Maruti Finance -2003

Maruti True Value

It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India.

If car bought under this service- one-year warranty and three free services.

Maruti Suzuki Dil Se NRI programme

Service through on can gift a car to your loved once through online transaction.

Service Reminders

The company give a reminder call for servicing of their cars so also for the payments of the premiums of the insurance.

The company may even assist the customers or give a free service of home drop and pick of the car after servicing.

Online test drive booking

Maruti Driving School

Driving schools are modelled on International Lines.200 Maruti Driving Schools across the country.World-class driving simulators are used. Lady instructors appointed to train women.Four types of courses offered.

Simulators

Courses Offered in Driving School

Learners course-Requirements

Learner's License or Permanent License HolderTotal Duration

12 days to 40 days based on type of training schedule i:e 21.5 hours.

Duration of Theory- 7 Hrs split in 4 sessionsDuration of Practicals-10 Hrs split in 10 sessionsDuration of Simulator- 2.5 Hrs split in 5 sessionsDuration of Demo- 0.5 Hrs in one sessionPass Percentage- Overall min 70% (with 30% weightage

to theory & 70% weightage to practical)

Advance Course-1

Total Duration

It can vary from 6 days to 15 days based on type of training schedule. 9.5 Hrs

Duration of Theory- 2 Hrs in 1 sessionDuration of Practical-7 Hrs in 10 sessionsDuration of Simulator-1.5 Hrs in 5 sessionsDuration of Demo-0.5 Hrs in one sessionPre-Test-Theory Test of 20 Questions; Practical

Evaluation using 20 point evaluation sheetEligibility Criteria-Min. score of 60 % in theory &

practical pre-test individually

Refreshers CourseCourse duration -4hoursCourse structure -2 hours of theory

2 hours of practical training

Defensive driving course

Permanent License Holder; Batch Mode DeliveryTotal Duration-1 day to 2 days -duration is 8 HrsPre-Test-Theory Test (20 Qs) & Practical Test on.Min 70 % in theory & practical individually

Maruti Suzuki wins on Customer Satisfaction

satisfaction is determined -problems experienced; service quality; user-friendly service; service advisor; service initiation; service delivery

2,855 service centres across 1,363 cities.