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A TRAINING PROJECT REPORT ON “A Study of Customer Perception with special reference to TVS Motors” A Training Project Report Submitted in partial fulfillment of the requirements for the Award of the degree of Bachelor of Business Administration University of Kota , Kota (Raj.). Academic Session 2014-2015 Submitted to: - Submitted by:-
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TRAINING PROJECT REPORT

A

TRAINING PROJECT REPORT

ON

A Study of Customer Perception with special reference to TVS Motors

A Training Project Report

Submitted in partial fulfillment of the requirements for the

Award of the degree of

Bachelor of Business Administration

University of Kota , Kota (Raj.).

Academic Session 2014-2015Submitted to: - Submitted by:-

Mrs. PRIYA CHOUDHARY

Mr. VISHAL BHARGAVA

Lecturer (MIMT)

BBA-III YEAR

MODI INSTITUTE OF MANAGEMENT AND TECHNOLOGY, KOTA

Affiliated To University Of Kota, Kota (Rajasthan)

PREFACE

Good decisional research project result in helping to make the best decisions that can be made at the least cost of making it.

Marketing is a subject for all people and all seasons. We all live be exchanging something so marketing is the study of exchange process, how transitions are initiated, motivated, facilitated, and consummated.

Marketing management deals with how organizations and people can better manage their exchange activities to produce income for themselves and satisfaction for others. Marketing consist of asset of principles for choosing target markets, evaluating customer needs, developing wants satisfying products and service, and delivering value to customers and profit to the company. Effective marketing decisions are based on sound information; the function of marketing research is to provide information that will assist marketing managers in making decisions.

The report is a humble attempt to sketch the various important attempts of promotional activities of TVS Motors.

This project report will helpful in analysis the costumer perception and how this helps TVS Motors to make increase in sales.

ACKNOWLEDGEMENTI feel immense pleasure in expressing a whole hearted thanks to all the officials who have guided me all the way through my training in the organization of Maheshwari Motors, Kota.I express my deep gratitude to Mr. Anil Maheshwari (Managing Director), Mr. Pankaj Gupta (Sales Manager) of Maheshwari Motors, Kota. Provided me an insight into the working in Maheshwari Motors that enhanced my knowledge and with their support & cooperation this training has taken a presentable form.

Its a pleasure of the researcher to have guidance Mrs.Priya Choudharyof Lecturer MODI INSTITUTE OF MANAGEMENT AND TECHNOLOGY, KOTA in for his valuable suggestion & encouragement I express my sincere acknowledgement to efforts of the personnel of various personnel of Maheshwari Motors whose informative guidance motivated me to understand various dynamics of the Maheshwari Motors.VISHAL BHARGAVADECLARATION

I hereby declare that the presented report entitled A Study of Customer Perception with special reference to TVS Motors is based on the original work and indebtedness on other work \ publication has been duly acknowledged at relevant place.

Submitted By:

VISHAL BHARGAVA BBA Part-IIIEXECUTIVE SUMMARY

It would be safe to say that most companies engage in some form of promotional activity every day of the year. Promotion is one of the four Ps of marketingprice, product, place, and promotion. Promotion is generally thought of as a sequence of activities designed to inform and convince individuals to purchase a product, subscribe to a belief, or support a cause. All of the various tools available to marketing managers for promotional activities constitute what is known as the promotional mix.Marketing managers use different components of the promotional mix as tools for achieving company objectivesadvertising, personal selling, public relations, and sales promotion. Each of these elements can be further divided into additional subcomponents or strategies. The majority of a company's promotional resources are usually spent on these four elements for a simple reason: Companies perceive these methods as the most effective means to promote their products. Other specialized promotional techniques, however, are also used to enhance promotional objectives.TVS Motor is the third largest two-wheeler manufacturer in India and ranks among the top ten globally. It is the first company in the world to be honoured with The Deming Prize for Total Quality Management. The company was the first in India to launch 2-seater 50cc moped and 100cc Indo-Japanese motorcycles. At present TVS Apache, TVS Victor, TVS Scooty, TVS Centra and TVS Fiero are the popular bikes in Indian market.In meeting customers' requirements and measuring customers' satisfaction indexes, customer perception should be definitely a key consideration. Qualified services in the operation execution layer, technical management layer and business development layer are necessary. However, it is even more important to efficiently understand customer expectations and make efforts to exceed their expectations. Therefore, customer perception management becomes a central topic. Frankly speaking, among all indexes in customer satisfaction management, the biggest challenge is customer perception management, or customer perception satisfaction.The main objective of this study is to know the customer perception regarding TVS product line.CONTENTSS.No.

TOPIC

Chapter I

Company Profile Chapter II

Conceptual Frame Work Chapter- III

Project Profile

Chapter- IV

Research Methodology Chapter VI

Findings, Conclusion and Limitation

Chapter VII

Suggestion & Recommendations

Bibliography

Appendices

CHAPTER 1

COMPANY PROFILE

TVS MOTOR COMPANY LIMITED-

AN INTRODUCTION

"Inspiration In Motion"TVS Motor Company is one of the premiere automobile companies in India. The word TVS stands for TV Sundaram Iyengar and Sons Limited which is the holding company for the TVS Group of companies. The firm is engaged in the manufacturing of almost all kinds of automotive components, two wheelers and a few other industrial products. The company was founded by TV Sundaram Iyengar in 1911. The company is headquartered in Chennai and its manufacturing and R&D units are located at Mysore and Hosur, near Bangalore, and Baddi in Himachal Pradesh. TVS Motor Company is the first two-wheeler manufacturer in the world to be honored with Deming Prize for Total Quality Management.TVS Motor is the third largest two-wheeler manufacturer in India and ranks among the top ten globally. It is the first company in the world to be honoured with The Deming Prize for Total Quality Management. The company was the first in India to launch 2-seater 50cc moped and 100cc Indo-Japanese motorcycles. At present TVS Apache, TVS Victor, TVS Scooty, TVS Centra and TVS Fiero are the popular bikes in Indian market. TVS Motor Company is the only two-wheeler company in the world to be awarded the world's most prestigious and coveted recognition in Total Quality Management. Technology Award 2002 from Ministry of Science, Government of India for the successful commercialization of indigenous technology for TVS Victor. Asian Network for Quality Award 2004 - TVS Scooty Pep won the prestigious 'Outstanding Design Excellence Award' from Business World and National Institute of Design. The 'Good Advertising' award by Auto India Best Brand Awards 2009. TEAM TECH 2007 Award - TVS Motor Company bags TEAM TECH 2007 Award of Excellence for Integrated use of Computer Aided Engineering Technologies.

Senior Management

Venu Srinivasan

K.N.Radhakrishnan

Chairman & Managing Director

President & CEO

H. Lakshmanan

H.S. Goindi

Director

President - Marketing & Sales

T. Kannan

Harne Vinay Chandrakant

Director

President NPI

C.R. Dua

S.G. Murali

Director

Executive Vice President Finance

K.S. Bajpai

Company Secretary

Director

K.S. Srinivasan

R. Ramakrishnan

Director

Prince Asirvatham

Director

Quick Facts

FounderT V Sundaram Iyengar

CountryIndia

Year of EstablishmentAugust 1980 (TVS Group in 1911)

IndustryManufacturing of two-wheelers and auto components

Business GroupTVS Group

Listings & its codesNSETVS - Suzuki Ltd: TVSSUZUKI TVS Motor Company Limited: TVSMOTOR TVS Motor Company Limited: TVS-SUZUKI BSETVS Motor Company Ltd.: 532343

Head OfficeTVS Motor Company Jayalakshmi Estates V Floor 8, Haddows Road, Chennai - 600006 Tel.: +(91)-(44)-28272233Fax: +(91)-(44)-28257121

FactoryPost Box No. 4 Harita, Hosur - 635 109Tel.: +(91)-(4344)-276780 Fax: +(91)-(4344)-276878

Post Box No.1 Byathahalli Village, Kadakola Post Mysore - 571 311Tel.: +(91)-(821)-2596561 Fax: +(91)-(821)-2596550/ 2596553

Websitewww.tvsmotor.in

Milestones of TVS Motor

1980 India's first 2 seater 50cc Moped TVS 50, launched in Aug.

1984 First Indian Company to introduce 100cc Indo-Japanese motorcycles in Sept.

1994 Launched first indigenous Scooterette (sub-100 cc variomatic scooters), TVS Scooty in June.

1996 Introduced first catalytic converter enabled motorcycle, the 110cc Shogun in Dec.

1997 Launched India's first 5-speed motorcycle, the Shaolin in Oct.

2000 Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in April.

2001 Launched TVS Victor, 4-stroke 110 cc motorcycle, in August, India's first fully indigenously designed and manufactured motorcycle.

2004 Launched TVS Centra in January, a world-class 4-stroke 100 cc motorcycle with the revolutionary VT-i Engines for best-in-class mileage.

Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for rough terrain.

Company Flashback

TVS Motor Company Limited is the flagship company of TVS Group, the USD 2.2 billion group. The Group is the third largest two-wheeler manufacturer in India and globally among the top ten, with an annual turnover of over USD 650 million.

Currently, the group has more than 30 companies and employs over 40,000 people worldwide. With steady growth, expansion and diversification, it commands a strong presence in the manufacturing of two-wheelers, auto components and computer peripherals. They also have vibrant businesses in the distribution of heavy commercial vehicles (HCV) passenger cars, finance and insurance.

1980 is the red letter year for TVS when India's first two-seater moped rolled out. It ushered in an era of affordable personal transportation.Globally, TVS Motor Company is the first two-wheeler manufacturer to be honoured with the hallmark of Japanese Quality - The Deming Prize for Total Quality Management. Indian automobile industry has grown leaps and bounds since 1898, a time when a car hadtouched the Indian streets for the first time. At present it holds a promising tenth position inthe entire world with being number two in two wheelers and fourth in commercial vehicles.Withstanding a growth rate of 18% per annum and an annual production of more than 2million units, it may not be an exaggeration to say that this industry in the coming years willsoon touch a figure of 10 million units per year.Besides a steady growth in India's fiscal system, the expansion of Indian middle class hasalso played a major role in drawing the attention of international auto manufacturers towardsthe Indian Automobile Market. Moreover, India is one nation which provides skilledworkforce at cut-throat prices making itself a preferable manufacturing centre. Themagnetism of the Indian markets and the decline of global auto industries such as Japan,Europe and US have triggered the influx of new conglomerates along with huge capitalinvestments in the sector. Overseas auto players like Suzuki, Hyundai, Honda, etc have theirmanufacturing units in India and are maximum utilization of their Indian functions to expandtheir business.As per a recent research conducted by Deloitte, 2020 will witness the emergence of at leastone Indian auto firm that would not only feature among the best six car manufacturers butwould also dominate the international auto sector. Moreover, the global car sector wouldwitness an enormous competence building in low-priced nations like India and China as mostof the producers would alter base from industrial regions.Domestic Automobile MarketAs per statistics launched by Society of Indian Automobile Manufacturers (SIAM), thepassenger car transactions in domestic market have surged to 145,905 units in January 2011against the 2010 sales of 110,300 units. This indirectly refers to the 32.28% growth in thedomestic car sales. In January 2010, the total sales of automobiles grew to 1,114,156 units ascompared to the previous fiscal year's 768,698 units sales.Segments of Indian Automobile MarketTwo-wheelers In this segment, motorcycles accounts for major Indian Automobile marketshare. The chief players in this segment is Hero Honda which delivers 50% motorbikes to theIndian market besides sharing 46% in scooter market and TVS for 82% in moped market.Three-wheeler Around 41% of the three-wheelers in India is utilized for merchandise transferpurpose. In this segment Piaggio and Bajaj are the leading players with 40% and 68% ofmarket share respectively. TVS motors is a new entrant in this segment

TVS Brands TVS Apache

TVS Apache RTR FI 160

TVS Centra

TVS Fiero FX

TVS Flame

TVS Scooty

TVS Star

TVS Victor

TVS Victor GLX 125

TVS XL SuperAbout the CompanyTVS Motor Company Limited is the third largest two-wheeler manufacturer in India and globally among the top ten. It is the flagship company of TVS Group, a USD 2.2 billion conglomeration of companies. At present, the group is comprised of more than 30 companies and employs more 40,000 people worldwide. Its dealer and service network is widely spread in India.

TVS has enjoyed a steady growth since its inception. It has continuously expanded and diversified, and brought in new verticals within its fold. Today it boasts a strong presence in the manufacturing of two-wheelers, auto components and computer peripherals. The company is also involved in the distribution of heavy commercial vehicles, cars, finance and insurance. With such a portfolio, the company contributes a lot to Indian economy.

The company launched the first of its two-wheeler product in 1980. It was a 50cc moped, which was successful because of its capability to carry two people. It collaborated with Suzuki Motor Corporation of Japan, for the manufacture of 100 cc motorcycles under the brand name of Ind-Suzuki Motorcycles. Subsequently, the company changed its name to TVS Suzuki Ltd. However, the collaboration with Suzuki was only for motorcycles. The collaboration with Suzuki ended in 2001 and thereafter, the name was changed to TVS Motor Company. The company has set up an overseas manufacturing unit in Indonesia.

TVS Apache

TVS Apache is an exciting offer from TVS. A powerful blend of contemporary design and engineering, TVS Apache is superbly styled with fantastic finish. The mighty machine has sleek finish with lines that flow smoothly and seamlessly.

TVS Centra

TVS Centra is an efficient bike in the popular 100 cc segment in India. Thanks to the VTI (Variable Timing Intelligent) engine technology, it is one of the most fuel efficient bikes in India. Coming with a slew of innovative technologies and superb design, the bike promises style, mileage and riding comfort. TVS Fiero F2

TVS Fiero FX 2 is a dynamic looking body with lots of power packed features. The all-new twin pod instrument cluster comprises the speedometer and trip tachometer. Triple rated 5-step shock absorber at the rear and hydraulically damped front suspension imparts stability and comfort.

TVS Scooty Pep+

TVS Scooty Pep+ is an addition on TVS Scooty Pep. The two-wheeler has been successful all over the market due to its sleek dual tone body with complementary colored mirrors, appealing body lining and 5 different types of metallic colors. TVS Star

The TVS Star is TVS' entry-level bike that challenges the dominance of the Bajaj CT 100 in the economy-segment. TVS has launched different kinds of motorcycles which are marketed with all customized specifications.

TVS Super XL

TVS Super XL has been incorporated with all features a two-wheeler needs to sell itself. The vehicle has been designed with rural vehicles in mind. With proper safety, speed and easy-to-ride features, it has been able to taste success in its target market.

TVS Victor

TVS Victor is an impressively styled powerful motorcycle. The bike is available in new graphics and alloy wheels, which accentuate its sporty style. The fuel tank has rounded lines with an aircraft styled fuel filler lid.

TVS Motor Company Limited - Company Profile SnapshotCompany Profile:TVS Motor Company Limited

Ticker:532343

Exchanges:BOM

2009 Sales:37,467,000,000

Major Industry:Automotive

Sub Industry:Diversified Automotive Mfrs.

Country:INDIA

Employees:4104Business DescriptionTVS Motor Company Limited. The Group's principal activity is to manufacture and sell motor cycles and components. The Group operates in two segments: Automotive Vehicles and Automotive Components. Automotive Vehicles include motorcycles, mopeds, ungeared scooters and three wheelers. The products of the Group include TVS Apache, TVS Scooty, TVS Fiero, TVS Super XL, TVS Victor, TVS Centra, and TVS Star etc. Its plants are located at Hosur, Tamil Nadu, Mysore, Karnataka and Solan, Himachal Pradesh.

TV Sundaram Iyengar and Sons Limited (TVSs) is the holding company for the TVS Group of companies engaged in the manufacturing of various automotive components, two wheelers and a few other industrial products. They are also into the financial services sector. The turnover of the entire group was close to $2 billion in 2003.

TVS was founded by T. V. Sundaram Iyengar in 1911.

It is the only automotive manufacturer in India to get the prestigious Deming Prize. One of its subsidiaries Sundaram Clayton was the first company in India to receive the Deming followed by Sundaram Brake Linings also getting the Deming Prize. This prize is "given to organizations or divisions of organizations that have achieved distinctive performance improvement through the application of TQM in a designated year."[2] Sundaram Clayton went on to be awarded the Japan Quality Medal.The TVS group of companies is mainly situated in Padi, Tamil Nadu, in the outskirts of Chennai (formerly Madras).

THE MAJOR PRODUCTSMotorcycles

TVS AX 100

TVS Fiero

TVS Samurai

TVS Shaolin

TVS Shogun

TVS Apache (150 cc,13.7 Ps @8500rpm)

TVS Apache RTR 160

TVS Apache RTR 160 EFI (Electronic Fuel Injection)

TVS Apache RTR 180 (17.3ps)

TVS Centra

TVS Fiero

TVS Fiero F2

TVS Fiero FX

TVS Flame

TVS Flame (125 cc,ccvti technology)

TVS MAX 100

TVS MAX R 100

TVS Star

TVS Star City

TVS Star Sport

TVS Supra

TVS Victor (110 cc)

TVS Victor EDGE (125 cc)

TVS Victor GLX (125 cc)ScooterettesTVS Scooty KS (60 cc) (2nd Largest used Scooter in India)

TVS Scooty ES (60 cc)

TVS Scooty Pep (90 cc) (3rd largest used scooter in India)

TVS Scooty Pep + (90 cc)

TVS Teenz (60 cc)

TVS Streak (90 cc)

Launch: 8 December 2006, Engine Volume: 65cc, Top Speed: 50 km/h, Mileage: 3035 km/l, Colors: Black, Red, violet.

TVS Teenz Electric

Stepthru

TVS NEO 110

Mopeds

TVS 50 (The most used moped in India and its subcontinent, has been manufactured 11, 26,325 (its variants and derivates included) times (August 2005) and still going on in service.

TVS XL (60 cc)

TVS Eco

TVS Champ (50 cc)

TVS Super Champ (60 cc)

TVS Sport (70 cc)

TVS XL Super (70 cc)

TVS XL Super Heavy Duty (70 cc)

Star of Asia Award to Mr. Venu Srinivasan, CMD TVS Motor Company by Business Week International.

He was also honored with Doctorate in Science by University of Warwick, United Kingdom.

Mr Venu Srinivasan was conferred with the prestigious JRD Tata Corporate Leadership Award for the year 2004.SAP ACE AWARD 2007 for TVS MOTOR COMPANYNew Delhi, 27 August 2007:

TVS Motor Company Limited has won this years SAP ACE 2007 Awards for Customer Excellence in the Most Innovative Net weaver Category. An eminent jury comprising of powerful industry names judged the company on various stringent parameters including use of SAP solutions to enable strategic decision making, SAP as a change agent for business transformation and to manage growth.

This award is the result of several SAP implementations that we have put in place at TVS Motor Company to effectively manage the supply chain, which is a critical factor, especially for our new product introduction process. Our speed is heavily dependent on the speed of our suppliers and the entire supply chain. An apt example would be our dealer management system, which enables us to get product performance, customer complaints etc. By seamlessly integrating SAP, we have successfully reduced time for data transfer, reduced time for error solving and also been able to provide online support for the dealers says Mr. T G Dhandapani, CIO, TVS Motor Company, who received the award on behalf of the company.TVS Motor Company won the award for which fifty large enterprises including the likes Titan Industries, Mahindra and other corporate were nominated.Application of SAP in new product development process has resulted in 20% reduction in lead time. This has largely been effected by supplier collaboration using Integrated Project Management. Also, it has enabled early supplier involvement through web-enabled collaboration which would reduce the design iteration and also contribute to improve lead time for development Mr. Dhandapani added.Last year, TVS Group company, Sundaram -Clayton had won the first ever SAP ACE Awards for its innovative implementation in Discreet Manufacturing Category.Exports growth in FY2006 (YTD) vis--vis FY2005 (YTD)

Continuing with the exports expansion from last year, TVS has seen a robust growth in its exports in the months of April till date as compared to the same last year. Till now in this year the total exports numbers are up by 77 percent to 43,115 units.

Key Developments:

Planned capacity additions in two and three wheeler segments

The company is planning to significantly ramp up its production capabilities domestically as well as abroad. In this direction it is setting up of a manufacturing facility for two wheelers in Indonesia with an initial annual capacity of 1.20 lakhs two wheelers. The investment of the project would be up to Rs 225 crore. Also it is setting up a production facility for three wheelers in the existing plant at Mysore with an initial annual capacity of 1.00 lakh vehicles. The estimated cost of this project is Rs.100 crore. Further in Himachal Pradesh the company is establishing a two wheeler manufacturing unit with an initial annual capacity of 3.00 lakhs units at an estimated cost of Rs.90 crore. To fund these projects the company has already organized a line of credit to the tune of Rs 437 crore. These enhanced capacities would enable the company to meet the increasing market demand in the coming years.

Financial Performance:

Net Sales jumps by 20.3 percent

During June05 quarter, the continued growth in volume aided by new product launches helped TVS motor to grow its topline by 20.29 percent. The net sales which were Rs 611.06 crore in Q1FY05 have reached to Rs 735.06 crore in Q1FY06. Total two wheeler sales have jumped by 21.19 percent powered by 27.81 percent jump in the motorcycle sales and 65.7 percent rise in export sales. The other income of the company has surged by 64.42 percent in Q1FY06 to Rs 11.54 crore as against Rs 7.01 crore in Q1FY05. Overall the total income of the company has increased by 20.8 to Rs 746.6 crore which was Rs 618.07 crore in June04 quarter. Valuations:

At the market price of Rs 100, TVS Motors is quoting at a price to earnings ratio of 17.55x its TTM June05 earnings. Its EV/Sales is at 0.85x whereas its EV/EBIDT is at 8.87x.COMPANY PERFORMANCE

New Product Launches and Initiatives

During the year 2008-09, the following significant variants were launched.Scooty Streak

TVS Scooty Streak comes with a smartand sleek unisex styling. The sharp head

lamps, LED tail-lamps and contemporarystyling takes the Scooty Streak into a different league making it the most stylish scooter for young girls.The LiTech engine makes the Scooty Streak light, zippy and themost fuel efficient scooter in its class.

Apache RTR RD

The Apache RTR 160 RD comes with a factory fitted 200mm Rear Petal Disc

Brake. With this, the Apache RTR adds anew performance dimension offering

Incomparable braking, thereby matchingthe aspirations of the youth of today for a fast, muscular, powerfuland yet, totally safe two wheeler.TVS Tru4 Oil

TVS Tru4, indigenously developed oil by the Company in association with BPCL, is poised to become a global brand with initial exports to Sri Lanka and Indonesia. This oil is specifically designed for improving the engine performance significantly.TVS MOTOR COMPANY LIMITED

Financial HighlightsRupees in crores

DETAILS 2008-092007-082006-072005-06 2004-05

Sales and other income 3,7413,3103,9213,3062,955

Profit before interest, depreciation and tax 189132203275291

Profit before tax 313591168200

Profit after tax 313267117138

Net fixed assets 1,0361,0431,003794770

Share capital 2424242424

Reserves and surplus 786798786742655

Networth 735769751673614

Total borrowings 906666634385187

Earnings per share (Rs.)1.311.342.84.935.79

Dividend per share (Rs.) 0.70.70.851.31.3

Book value per share (Rs.) 30.6332.0431.2928.0425.58

TVS SCOOTERETTES/MOPED

MODELCAPACITY

TVS Scooty TVS Scooty ES TVS Scooty Pep TVS Pep Plus59.9 CC74.6 CC87.8 CC

TVS Spectra DX/AX150 CC

TVS XL TVS XL Super TVS XL Super HD69.9 CC

AWAITED MODEL OF TVS MOTORS

MODELCAPACITY

TVS Taurus Fiero F3145.45 CC

TVS MOTORCYCLES

MODELCAPACITY

TVS Apache RTR159.5 CC

TVS Centra99.8 CC

TVS Flame125 CC

TVS Fiero TVS Fiero F2 TVS Fiero FX147 CC

Suzuki Max 10098.2 CC

Suzuki Max 100R98.2 CC

Suzuki Samurai98.2 CC

Suzuki Shogun108.2 CC

Suzuki Shaolin138.2 CC

TVS Star TVS Star TVS Star City99.7

TVS Victor TVS Victor GLX TVS Victor GX TVS Victor Edge124.8 CC109.3 CC125

CHAPTER II

CONCEPTUAL FRAMEWORK

Meaning of Marketing: -Marketing is defined by the American Marketing Association as the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. The term developed from the original meaning which referred literally to going to market, as in shopping, or going to a market to buy or sell goods or services.Marketing is an integrated communications-based process through which individuals and communities discover that existing and newly-identified needs and wants may be satisfied by the products and services of others.

What are Customers: - Customers are the most important people ever, in the office, in person, by mail or by telephone.

Customers are not dependent on company companies are dependent on them.

Companies are not doing favors by serving them they are doing us favors by giving us the opportunity to do so.

Customers are not cold statistics they are flesh-and-blood human beings with feelings and emotions like our own, and with biases and prejudices.

CATEGORIES OF CUSTOMER

Perception: -

Perception is a mental process, where by an individual select data or information from the environment, organize it & then drown significance or meaning from it.

It is basically a cognitive or thinking process and an individuals activities, emotions, feelings etc.

Customer Perception: -

The concept of customer perception does not only relate to individual customers in consumer markets. It is also valid in business to business situations. For example, a competitor benchmarking survey of a large industrial supplier revealed that the market leader, although recognized for excellent quality and service and known to be highly innovative, was perceived as arrogant in some regions. If we take into consideration that there are about four other large players with a similar level of quality and innovative ideas, this perceived arrogance could develop into a serious problem. Customers here are well aware the main characteristics of all the offerings available at the market are largely comparable. So they might use the development of a new product generation of their own to switch to a supplier that can serve them not better or worse, but with more responsiveness and understanding.

Companies have done a lot to improve customer satisfaction and customer relationships in the past. As discussed above, this will not be enough any more.

Any serious effort to manage customer perceptions starts with a good measurement system. Companies must be truly willing to look at the whole process of interaction through the customers eyes. For many companies, this Two Wheelers in India was set up as a joint venture between TVS and Dunlop, UK in1960. The company supplies wheels as Original Equipment to all major vehiclemanufacturers in the country. Wheels India is entering into collaboration with Titan, theworld leader in off-highway vehicle wheels relating to earthmoving, construction andagricultural equipment. Manufacturing Plants are located at Chennai, Tamil Nadu,Rampur, UP and Ranjangaon, Maharashtra. Wheels India has a workforce of 100.Products and ServiceWheels for commercial vehicle, cars, jeeps, tractors construction equipment / earth moverand defense vehicle, wire wheels for export and air suspension systems for commercialvehicle.Launched Models: 1. Indias first 2 seater 50cc Moped TVS 50, launched in Aug 1980. 2. First Indian Company to introduce 100cc Indo-Japanese motorcycles in Sept 1984. 3. Launched Indias first indigenous Scooterette (sub-100 cc variomatic scooters), TVS Scooty in June 1994. 4. Introduced Indias first catalytic converter enabled motorcycle, the 110cc Shogun in Dec 1996. 5. Launched Indias first 5-speed motorcycle, the Shaolin in Oct 1997. 6. Launched TVS Fiero, Indiaa first 150 cc, 4 stroke motorcycle, in April 2000.Launched TVS Victor, 4-stroke 100 cc motorcycle, in august 2001; Indias first fullyindigenously designed and manufactured motorcyclerequires a more or less extensive shift in mindset, since most departments from development to sales will be involved. To satisfy customers perception is the biggest challenge

In meeting customers' requirements and measuring customers' satisfaction indexes, customer perception should be definitely a key consideration. Qualified services in the operation execution layer, technical management layer and business development layer are necessary. However, it is even more important to efficiently understand customer expectations and make efforts to exceed their expectations. Therefore, customer perception management becomes a central topic. Frankly speaking, among all indexes in customer satisfaction management, the biggest challenge is customer perception management, or customer perception satisfaction.As a matter of fact, one of the major characteristics of service is intangible; hence the core value of services is not like a physical product but the spiritual experience and perception of customers. The final aim and ideal effect of service provisioning is to have customers perceive and enjoy the service. Such perception is both at psychological and behavior levels, and it is the contents of high quality life in the modern society. Customers are seeking for material deliverables as well as perceptive enjoyment when purchasing a service product. Since perceptive enjoyment is a vital service objective, one of the key service management objectives shall be meeting customers' perceptive enjoyment.

Customer perception, no matter how difficult to be measured, can be improved via continuous practice. It's always pleasant and easy to pursuing customers' perception, though sometimes measuring it would be relatively difficult. Constantly taking customers oriented and standing in their shoes to consider their requirements, shall be the precondition of improving customers' perception. Furthermore the key method of improving customers' perception is to fully understand, elaborately configure, effectively manage, and exceed customers' expectations. Huawei has set up 103 local and customized service organizations throughout the world with its rapid development of global market, and it provides telecommunication service for over one billion subscribers in more than 100 countries. Its excellent and stable service team, clear and efficient business flow, and integrated and effective support platform are the foundation of satisfying customers, meanwhile, there are more important elements which have been attracting hundreds of telecommunication operators, such as timely delivery, professional services, customized service portfolio without stopping optimization, all-around managed services, and innovated business models, etc.

"Total Customer Satisfaction" and "Service Creates Value" truly reflect the truth of establishing and developing win-win partner relationships with customers. Whenever you are thinking what you can do for customers, how and to what extent you shall serve the customers, or how to realize your differentiated service value, please don't forget to think the question: "How to improve customers' perception?" Let's practice together, do the right thing and do it wisely. Positive effects of increasing market share on customer perception: -

Increasing market share can send out positive signals by acting as an indicator of superior quality that is recognized by more and more other customers. This effect is particularly strong for premium priced products. Customers normally assume that a product must be of exceptional quality if it can gain such an unexpected market success despite its high price. Many brands offer positive emotional benefits of using a product that is popular in the markets. The value of a product or service can rise through increasing number of users of the same product, e.g. number of members of an online community, better availability of software for popular computer systems.Negative effects of increasing market share on customer perception: -

For premium and luxury products, customers may translate an increasing market share into a loss of exclusivity and thus perceive it as less valuable. The quality of services may suffer if they are consumed by increasing numbers of users. Diseconomies of scales and congestions can be observed with busy airports and many other services so that customers may look out for other providers that promise more timely service and convenience.

CHAPTER III

PROJECT PROFILEFUNACTIONAL AREA OF THE PROJECT

Functioning Activity: - Customer Perception regarding TVS Motors.Customers perception is one of the most important things which a company can not ignore because in todays competitive environment customer is the king of market. Customer perception does not only relate to individual customers in consumer markets. It is also valid in business to business situations.Different customers have different perception regarding TVS Motors and its products line. It is because different customer customers have different taste and preferences. But TVS Motors doing their efforts in building image and perception among its customer and in the market. And for this purpose TVS Motors has adopted certain quality measure and objectives.CUSTOMER SATISFACTION AND QUALITY

The continued improvement in quality of its products has resulted in the company winning several quality awards as well as bringing in more value for its customers. Last year, TVS Apache, which was awarded 'Bike of the Year 2006' by several leading auto magazines, was chosen as the number 1 motorcycle brand in its class, in an all India customer satisfaction survey conducted by TNS Automotive. Recently, TVS Apache won the 'NDTV Car & Bike AAA viewers choice Bike of the Year 2007' award, thus reinforcing customer's preference.

During the year, the company offered a unique 5year warranty scheme for its discerning TVS StaR customers.TVS Motor is the third largest two-wheeler manufacturer in India and ranks among the top ten globally. It is the first company in the world to be honored with The Deming Prize for Total Quality Management. The company was the first in India to launch 2-seater 50cc moped and 100cc Indo-Japanese motorcycles. At present TVS Apache, TVS Victor, TVS Scooty, TVS Centra and TVS Fiero are the popular bikes in Indian market.This company has been honored with- The Deming Prize' for Total Quality Management (TQM) with the hallmark of Japanese Quality.OPERATIONS REVIEWQuality

The Company has significantly improved quality of all its products through a systematic task force approach.

Total Quality Management (TQM)

The Company has been using the philosophies of TQM as the corner stone of its management. It has continued to benefit from100% participation of employees in TQM activities for the third year in succession. The employees have completed more than 1,300 projects through QC Circles and Cross Functional Teams. Last year, the Company had carried out Theme based suggestions' to improve the effectiveness. Overall during 2008-09, the Company was able to achieve an average of 40 suggestions per employee.

Cost Management

The Company continues its rigour on costs through an effective deployment system. Value engineering exercise and aggressive global sourcing projects are being pursued, to reduce material cost to improve the profitability.CHAPTER IV

RESEARCH METHODOLOGY

INTRODUCTION

Research methodology is a framework, a blue print for the research, which guide the collection and analysis of data.

Research methodology is being framed in order to achieve the research objectives. It is an expression of what is expected of the research exercise in terms of result and the analytical input need to convert data into research findings.

Research methodology minimizes the degree of uncertainly involved in the management decisions. Research lays the structure for decision-making.

Objectives of the study

To know the meaning of perception.

To understand the importance of customer perception.

To find out scope of customer perception. To know what is the perception of customers regarding TVS brand or its products.

RESEARCH DESIGN

A Research design is the basic plan that guides the collection, measurements and analysis of data. Type of Research: This research is descriptive in nature.Descriptive research includes surveys and fact- finding enquires of different kind. The major purpose of descriptive research is description of the state of affairs as it exists at present. The main characteristic of this method is that the researcher has no control over the variables. The data collected here may relate to the demographic or the behavioral variables of the respondents under study.

Research Instrument:In the survey method I have used questionnaire as a research instrument this is written & organization format contemning the entire question relevant to solicited the required information.

Because of its flexibility the data is collected from large population about their awareness attribute, opinion past present behavior to check that the questionnaire surveys the necessary purpose it should be tested as a limited scale and this is technically known as pilot survey.

This questionnaire consist multiple choices and some this close-ended structured question are easy to summarize and there is no scope for misinterpretation.

DATA COLLECTION

The decision-making must be objective and fact based in nature. This is achieved by collecting and analyzing appropriate data. Data may be broadly divided into two categories namely primary data & secondary data. The primary data are those data, which are collected for the first time by the organization, which have already been collected by some other agency but also can be used by organization under considering. Primary data may be collected by observation, oral investigation and questionnaire method or by telephone interview. In this study, for primary data collection we have used questionnaire method. This is written and in organized format containing all questions relevant to soliciting type, in which all questions and answers is specified and comments in the respondents own words are held to a minimum. The unstructured questionnaire is useful in carrying out in depth interviews where the aim is to probe for attitudes and reasons. For this study we are using structured questionnaire (annexure-A) and carry out the personal interviews with users and dealers. Some times we have carried out in-depth interviews and observe the situation to get more in depth information about the topic. In the structured personal interview method the information is likely to be more accurate and reliable because the interviewer can clear up doubts and cross check the respondents. Moreover this method is most flexible, no response is very low, supervision & control is possible. Marketing researcher has a choice of two main research instruments in collecting primary data i.e. Questionnaire & mechanical device. For a better option I had gone for Questionnaires. A Questionnaires consists of a set of questions presented to respondents for their answers. Because of its flexibility, the Questionnaire is by far the most common instrument used to collect primary dataFor secondary data we have used the data prepared by TVS motor company.

SAMPLE DESIGN

Sampling indicates the selection of a part of a group or an aggregate with a view to obtaining the information about the whole. This aggregate or totality of all members is known as population although they need not be human beings. For this study in designing the sampling the sampling plan, we have used the non-probability convenience sampling method. The sampling units for this study are consumer, retailers.The suggestions of all above users may be very useful to improve the customers perception. Who is to be surveyed? It should be defined in a research plan the target population that will be surveyed. Once the sampling unit is determined, a sampling frame must be developed so that everyone in the target population has an equal or known chance of being selected. As I had gone for random sampling, there is no need to go for sampling unitWho is to be surveyed? It should be defined in a research plan the target population that will be surveyed. Once the sampling unit is determined, a sampling frame must be developed so that everyone in the target population has an equal or known chance of being selected. As I had gone for random sampling, there is no need to go for sampling unitLimitation of studyEvery research has its limitations; this research is not an exception in this manner there are certain factors in conducting this research also, these are

Time constraint as we are using interview method that is more time consuming especially when sample is scattered in large geographical area.

Skilled manpower required in interview method the interviewer has to visit the individuals, put question to them, which elicit the relevant information about the subject of enquiry. This requires costly skilled manpower.

Financial constraint the method used for this study is very expansive

Secrecy of data some of the data are confidential and not to be

Published so we have limitation of information.

CHAPTER VII

FINDINGS AND CONCLUSION

FINDINGS & CONCLUSION Perception is a mental process, where by an individual select data or information from the environment, organize it & then drown significance or meaning from it.

It is basically a cognitive or thinking process and an individuals activities, emotions, feelings etc.

Different customers have different perception regarding TVS Motors and its products line. It is because different customers have different choice and preferences. But TVS Motors doing their efforts in building image and perception among its customer and in the market. And for this purpose TVS Motors has adopted certain quality measure and objectives. TVS conduct the promotional activities but these activities are not much more effective.

Promotional activities helps to create awareness of a brand in market, which later on helps to increase the sales also creates good image.

The image of TVS brand is satisfactory. Mostly customers prefer this brand because it offers its products at lower prizes. CHAPTER VIII

SUGGESTIONS

&

RECOMMENDATIONS

SUGGESTIONS & RECOMMENDATIONS

A questioner system must used for knowing the perception of the consumers because it helps in knowing the perception of the consumers and their attention on promotional activity. These promotional activities must be conducted timely or regularly so as to increase the effectiveness of these activities.

As most of people think that TVS lower segment bike are not much powerful as they are shown. So it is a major reason behind the negative perception. So company must made some changes in its lower segments bikes.

Public relation, publicity are much more effectives for TVS. So TVS must give more attention on these promotional activities because it helps them to the negative perception of customers in positive.

The company should give advertisement of CBZ X-TREME in all the advertising medias. The company should show good qualities of CBZ X-TREME in comparison of the other bikes. The company should mention the after sales services provided by them in the advertisement of CBZ X-TREME

They should make the advertisement by using one of the best pairs of the bollywood. They should show in their advertisement that CBZ X-TREME is affordable for middle class people. They should display the hoardings of CBZ X-TREME at the petrol pumps, bus stations, railway station etc.(It is shown in the advertisement of CBZ X-TREME that it gives more mileage with less cost in comparison of the other bikes.(They can also display the public reviews about the CBZ X-TREME in the advertisement.

BIBLOGRAPHY

BOOKS:-

Agarwal, P.K., Marketing Management, Pragati Prakashan, Meerut, Second Edition 1999

Kotler, Philip, Marketing Management, Pearson Education (Singapore) Pte. Ltd; New Delhi, Eleventh Edition.

Kothari C. R., Research Methodology Methods & Techniques, New Age International Publishers, New Delhi, Second Edition.

AzarKazmi, Batra Advertising and Sales Promotion, Excel Book,

Burnett, John J., Promotion Mgt., A.I.T.B.S.

WEB SITE SAMPLE:

www.tvsmotorsltd.com www.google.comAPPENDICES

Motorcycle Apache RTR 160CC Apache 150CC

Metro - 100CC Star LX - 100CC

Victor GLX - 125CC Victor GX -100CC Max 100CCScooterette Scooty Streak - 90CC

Scooty Pep + - 90CC XL Super - 2 Stroke 70CC XL HD - 2 Stroke 70CC