CONTENTS Chapter 1 Executive Summary Introduction of study Introduction Automobile Industry Tata motors Chapter 2 TIKARI AUTOMOBILES Organization Profile Benefits of employee & customer 7 P’s Chapter 3 HR department Service department Sales department Chapter 4 Findings Suggestion Conclusion Questionnaire
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Project summary report on tata motors by bharat goyal
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CONTENTS
Chapter 1
Executive Summary
Introduction of study
Introduction
Automobile Industry
Tata motors
Chapter 2
TIKARI AUTOMOBILES
Organization Profile
Benefits of employee & customer
7 P’s
Chapter 3
HR department
Service department
Sales department
Chapter 4
Findings
Suggestion
Conclusion
Questionnaire
Bibliography
DECLARATIONI Ankit Baberwal undersigned the student of BBA – 5 th SEM by declare that the project
report is my own and has carried out under the guidance and supervision of Mr. Ravinder
of Ganga Institute of technology and management. Further I declare that it has not been
submitted to any other university of examination.
Date: Sign. Of Student
PREFACEIn this age of neck to neck competition, there is much importance given to practical
knowledge. The theoretical knowledge is not sufficient to understand the boundless field
of business management.
Today every person wants to be a master in the field they are in. The Practical training is
life of management student. In modern world the importance of management is
increasing day by day. Industrial training provide a student sufficient knowledge to
develop an education to connect theory and practical.
So to fulfil our purpose I have done training at “TIKARI AUTOMOBILS”.
ACKNOWLEDGEMEMT
It is my pleasure to present this report before you. I sincerely would like to show my
gratitude towards all those who helped me throughout my project work.
I am heartily thankful to Mr. Ravinder,my trainee for giving me his guidance for
prepairing this report. He has been an exceptional mentor during these two months of
SIP. It has been a great learning experience of being a trainee under him.
I would like to express my special thanks to all the another official who has helped me a
lot during this SIP. Their critical advices helped me to take this report more effective.
INDEX
1. Sector’s Profile
2. Company Profile
3. Executive Training
4. Introduction to study
5. Methodology
6. Analysis of performance V/s Target
7. SWOT analysis
8. Suggestion
9. Limitation
10. Questionnaire
11. Conclusion
12. Bibliography
INDEX
1. introduction to study
2. Introduction to automobile industry
3. Brief History
4. Automobile sector in India
INTRODUCTION TO STUDY
Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us.
We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your work to other vendors even though you have given us a lot of work already, we can handle it). One possible response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us.
INTRODUCTION TO AUTOMOBILE INDUSTRY
Market area in India has been witnessing several changes in charter and
Complexity since the last few years. These changes include a higher reach of mass media,
particularly due to an increased penetration of satellite Channels, availability of a greater
assortment of products and services. Higher level of consumer spending on items other
than basic necessities, more discerning choice behavior exhibited by consumers, and a
clear Indication of consumer preference for better value in products and services.
The passenger vehicle segment in the automobile industry plays a vital role in
India .The present day market is such that the passenger vehicle is affordable by Middle
class people in urban and semi-urban areas; it is also more convenient for traveling short
and long distance. Over the years the sales figured of the four wheelers has increased to a
very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now
the sales have shot up to millions.
The Indian automobile industry is now striding inroads into the rural middle class
after its inroads into the urban markets and rural rich. It is trying to bring in varying
products to suit requirements of different class segments of customers.
Vehicles that can be considered automobiles were demonstrated as early as 1769
and 1885 marked the introduction of gasoline powered internal combustion engines.
History of Automobile Industry
The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.
The dream a carriage that moved on its own was realized only in the 18th century
when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started
to be used in these cars.
India's transport network is developing at a fast pace and the automobile industry
is growing too. The automobile industry also provides employment to a large section of
the population. Thus the role of automobile industry cannot be overlooked in Indian
Economy. All kinds of vehicles are produced by the automobile industry. It includes the
manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The
industry can be broadly divided into the car manufacturing, two-wheeler manufacturing
and heavy vehicle-manufacturing units.
The major car manufacturers in India are Hindustan Motors, Escorts Ltd, Maruti
Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda
Siel Cars India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota
Kirloskar Motor Ltd. Sawarj buses many mores.
RATAN TATA
Chairman of Tata Sons and major Group companies, including Tata Motors,
Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim
ends with customer satisfaction & to continue the service relation with latest technology
along with human relation.
WORKING HOURS Morning 9.30a.m. to 2.00 pm Noon
Noon 2.00p.m. to 2.30 p.m. Break for lunch
Noon 2.30p.m to 5.30p.m. Evening.
ACTIVITIES: Sale of Light Vehicles of TATA Motors
Repairs/services of all ranges of TATA vehicles
Sales of spare parts of TATA vehicles (Light &Heavy vehicles)
VARIOUS FACILITIES AVAILABLE AT TIKARI AUTOMOBILES LTD.
Good infrastructure, well qualified & trained man power, state of art diagnostic
equipments & innovative ideas are the key elements in making Tikari Automobiles
successful operation (ASO).
FACILITIES AVAILABLE
Sl.No. Facilities & System Availability1. Good infrastructure 2. Trained man power 3. Computerized engine
facility
4. Computerized wheel aligner
5. Computerized wheel balancer
6. Pneumatic lines & tools
7. Stand by vehicles for customers
8. Service promotion activity
9. Feedback card analysis
10. Customer complaint handling
11. Customer care management
12. Quick repair facility
MISSION AND VISION
The mission and vision of the organization was ultimately the customer
to satisfy the customer and have a potential customer bases this is what the have earned in
these year. A potential and prospective customer bases that are satisfied with kinds of
products they are Dealing with and the kind of service they are giving to the customer.
The company has two divisions :
Light Motor Vehicle section
Heavy Motor Vehicle Section
Light motor Vehicle section is also called “Auto care Centre” and “Heavy
Vehicle Section” is called motor section.
This company started with Auto care centre in 1991.
K.S.T. No. 5251781-0
C.S.T. No. 5256781-3
In the year 1998 company started heavy vehicle section with
K.S.T No. 5713459-5
C.S.T.No. 5718459-8
In the year 2008 recently Feb, Tikari Motors started to sell the products of TATA
Motors Light Vehicles in Bijapur.
Roles and Responsibilities:
Managing Director : RAJU BIJJARAGI
As Managing director he will be the responsible for the over all
functioning and administration of the company.
The Managing director also decides the major changes and adoption of
new technology He will provide all types of support to the management
representative in implementing and maintaining quality system in the
company.
He will chair the steering committee [management review] meeting and
assess the effectiveness of the quality system.
He will be the authority for approving the quality manual, quality policy
and quality objection of the company.
Assistant General Manager:
Mr. Kumar G Kalmath He is the head of marketing and sales department
He will guide the staff to maintain all concerned records
He will be the responsible for sales promotion planning.
He will be the responsible for realizing sales targeting set by the
company.
He will be having the authority to the control all staff of sales wing.
He will be the responsible for the maintains of quality system in the sales
deportment
He will be chief authority for sales related issues.
CRM (Customer relationship manager ) Mr. Ramesh
Responsible for taking the customers care when came for vehicle
servicing
He will be the single point responsibility to resolve all customer
complaints and issues within dealership.
He will be responsible to provide clean and attractive ambience to
customers.
Responsible to minimize customer complaints
Responsible for take care of front office of workshop.
He Identify and bridge in customers’ perception.
He will be responsible to monitor customer satisfaction.
Work Manager: Mr.Muniraj
Workshop auditing
He will responsible to Improve quality repairs
Maintain repeat complaint analyses reports
He will be the responsible to reduce customers’ complaints and improve
productive Hours.
He is the head of workshop having authority to control the workshop.
He will be the responsible for the maintains of quality system in his
deportment.
He acts as the grievance handler in the workshop of organization.
Spares Manager:
Mr: Anand
He his the head of spares deportment
He will be having the authority to control his colleague
He will liaison with managing director and works manager for placing
indents of spares of Tata Motors
He will be responsible if any mishandling of spares takes place.
He will guide his colleague to maintain all required records.
He is the authorized to prepares bill and spare discrepancy report
Company has following facilities:
1. Good & pure water facility
2. Large space for parking for both light & heavy vehicles
3. Good infrastructure
4. Rest room for customers as well as employees
5. Separate cash counter section.
6. Spare part division for each section
7. Uniforms for all the employees
8. Entertainment facilities for the customers
9. Refreshments (Tea) for the customers.
10. Customer lounge & toilet facilities for the customers & employees
Auto Care Centre
Auto care centre means Light motor vehicle (Cars) is being selling
serviced & repaired (minor & major). This section was started in 1991 and brand
new showroom was established in 2008.
K.S.TNo.5251781-0
C.S.T.No. 5256781-3
The products are
SAFARI
SUMO
SIERRA
ESTATE
SPACIO
INDICA
INDIGO
This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being
serviced/repaired every day.
MANPOWER:
WORKERS IN CAR SECTION
Workers -50
Managerial Staff - 8
Manager-2
Accountant-4
Supervisors-3
CRO-1
HEAVY VEHICLE SECTIONTikari Motors started heavy vehicles section in the year 1998.
Following vehicles are services in this section
TATA 407
TATA 608
TATA BUS
TATA 6 Wheeler Track
TATA 10 Wheeler Track
This section has more than 32 employees. At a stretch nearly 5-10 vehicles are
being serviced / repaired every day.
WORKERS IN AUTOMOBILE SECTION
Workers -30
Managerial Staff - 4
Manager-2
Accountant-2
Supervisors-3
CRO-1
Divisions:This motor section is divided 4 further divisions. They are listed below
1) General work
2) Body work
3) Electrical work
4) Engine work
Front office workers totally 30 employees are engaged.
Benefits to Employees:
1) Uniform: Company provides uniform to all the employees after they are been
selected.
2) Salary: The Company pays salary to the employees according their
qualifications, experience, and their ability.
3) Bonus: At the end of every year bonus is paid to every employee.
4) Incentives: According to the employee’s performance incentives are been paid.
5) Compensation : if any accident happens and if serious damages are caused
accidentally `to the employee at the work place compensation is been paid.
6) First aid kit : Company has arranged first aid kit in every division of the motor
section for the safety of the employees.
7) Water facility: Company provides pure & healthy drinking for the employees.
8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to
all the employees. A Television set is been kept in the division where the
employees can entertain themselves during the lunch hours.
9) Training Facilities : Company provides training facilities to their employees.
10) Experience : it is a best opportunity to employees for a improving the work
style and growing relation with customer in the specific field on the job purpose.
Rules & Regulations for the employees:
1. The employee should be in the company premises before 9 am and should work
up to 5 pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or
customers then the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the
Head-office at Mumbai.
8. All the employees should undergo training and development program.
Benefits to Customer:
Quality & error free service.
Genuine spare parts.
Highly sophisticated workers for quality work.
Reasonable rates.
Rest room for customers.
Good & pure drinking water.
Two times tea for the customers who to stay for days together to get their
vehicles serviced/ repaired.
Mobile service is been provided for any serious breakdowns at any place. ATM
(All Time Mobile Service).
Value added benefits:
A camp for free service twice a year.
Discount on spares & lubricants during the camp.
Free labour charge.
Gifts to the vehicle drivers.
Health check up (AIDS awareness & check up) for vehicle drivers.
Mess for drivers/ customers is been constructed.
Bathroom & toilet facilities for customers.
SMP (Service Marketing Person) stays always in touch with customers either
personally or through telephonic conversations.
7P’s
Product: All type of TATA products service provided in Tikari Motors (Light
& Heavy Vehicles).
The services are: General Work Body Work
Electrical WorkEngine Work
Price: Tikari Motors Charges medium price which should be affordable to all
level of customers and customer save their money instead of going to other
districts like Hubli, Gulbarga & Hospet.
Place: Service Place is convenient which is on Highway NH -13 and this place
is nearer to other Districts.
Promotions: To increase the service Tikari Motors providing Free Washing Mela, Free
Check up etc. It also helps to increase the sales in spares department.
Physical Evidence:
1. It is very important, so Tikari Motors always maintain clean & safe
around the Tikari Motors.
2. Customer they can view, where the mechanics of Tikari Motors working
area.
3. Tikari Motors providing visitors room/lounge to their customers.
SOLAPUR HOSPET
HUBLI GULBARGA
BIJAPUR
4. Tikari Motors always offer welcome Tea/Soft drink to their customers.
5. Customers can see the new technology, when they enter into the service
station.
Performance appraisal (Measurement): The performance of the various personnel is found out through
various DQCTC audit and reports. These are included management basis.
Basis on the D-2 audit G.M (General Manager), W.M (Work
manager), C.R.M (Customer relation manager) has to do some basic preparation to
conducting review.
1. collect all the back-up sheets( audit forms)
2. Do the qualitative analysis of the report a note down the areas where performance
has gone down for each person.
3. Analyze yourself the reasons for poor performance.
Work manager:
DQCTC
D- Diagnostic
Q- Quality
C- Cost
T- Time
C- Customer and complaint handling
Work manager role are
1) To give hassle free service experience to the customer by
-Minimizing the repeat complaint and revisits within service and intervals
-Ensuring that work is called out as per time schedule so that there is no
deviation in promise time.
2) Improve the revenues the work shop through
-improving productivity
-Minimizing repeat complaints by ensuring the repair and maintenance is
Carried out as per the standard process defined by the TATA motors.
3) To manage the training needs of the technicians.
Customer expectation as per JDP (James David Power) Parameters.
Service quality Ability to diagnose problems properly
Quality of work performance on the vehicles
Toughness in fulfilling requests
Availability of pets for service
Problems experienced Trouble free operation
Freedom from squeals and rattles
Ease of maintain and repair overall quality relialibility and duties
User friendly service Consideration for the customers free
Standing behind their service
Convents days and hours of operation
Cleanliness and appearance of service facility.
Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us. We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your work to other vendors even though you have given us a lot of work already, we can handle it). One possible response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that
effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us.
Instrument: Questionnaire
DATA ANALYSIS AND INTERPRETATION
Frequencies
Do you have own TATA motor car?
Frequency Percent Valid Percent Cumulative Percent
Valid yes 96.1 98.0 98.0
no 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
Data analysisFrom the above graph it has been observed that out of 50 respondents,
98% are owner of Tata motor car 2% are not.
Interpretation Most of respondents have own Tata car.
Frequencies
Which motor car you have?
Frequency Percent Valid Percent Cumulative Percent
Data analysisFrom the above graph it has been observed that out of 50 respondents.
30% of the respondents are using 0-2 year. 30% of the respondents are using 2-4 year, 20% of the respondents using 4-6 year. 20%of the respondents are using more than 6 years. 2% missing.
InterpretationMost of respondents are using in between 0-2 year to 2-4 years.
Data analysisFrom the above graph it has been observed that out of 50 respondents.
70% of the respondents purchased car in TIKARI AUTOMOBILE. 10%of the respondents purchased in Manikbag, 10%of the respondents purchased in Bhagyodaya, 10%of the respondents purchased in Sterling.
InterpretationMost of respondents have purchased (70%) car in TIKARI AUTOMOBILE Bijapur.
Frequencies
Why did you purchase in that show room?
Frequency Percent Valid Percent
Cumulative Percent
Valid on time delivery
10 9.8 10.0 10.0
service 35 34.3 35.0 45.0nearest 40 39.2 40.0 85.0
Data analysisFrom the above graph it has been observed that out of 50 respondents.
10%of the respondents purchased car in that showroom because of on time delivery,
35%of the respondents purchased car because of service, 40% of the respondents purchased car because of nearest showroom, 15% of the respondents purchased car because of availability.
InterpretationMost of respondents are to purchase a car in TIKARI AUTOMOBILE because of nearest place for purchase.
Frequencies
How do you rate the dealership facility in TIKARI AUTOMOBILE?Frequency Percent Valid Percent Cumulative
Data analysisFrom the above graph it has been observed that out of 50 respondents.
34% of respondents are highly satisfied with dealership facility in TIKARI AUTOMOBILE,
47% of the respondents satisfied with dealership facility in TIKARI AUTOMOBILE ,
9% of the respondents dissatisfied with the dealership facility in TIKARI AUTOMOBILE,
5% of respondents are highly dissatisfied with dealership facility in TIKARI AUTOMOBILE,
5% of the respondents on an average.
InterpretationMost of respondents are (47%) satisfied with the dealership facility in TIKARI AUTOMOBILE Bijapur.FrequenciesHow do you rate the fairness of your deal in TIKARI AUTOMOBILE?
Data analysisFrom the above graph it has been observed that out of 50 respondents.
46% of the respondents are highly satisfied with Fairness of deal in TIKARI AUTOMOBILE,
29% of the respondents satisfied with the fairness of deal in TIKARI AUTOMOBILE,
16% of the respondents dissatisfied with the fairness of deal in TIKARI AUTOMOBILE.
5% of the respondents highly dissatisfied, 4% of respondents on an average.
InterpretationMost of respondents are highly satisfied (46%) with the fairness of deal in TIKARI AUTOMOBILE Bijapur.FrequenciesHow do you rate your experience of the sales person of TIKARI AUTOMOBILE?