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    1

    CHAPTER-1

    INTRODUCTION

    &

    INDUSTRY PROFILE

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    INTRODUCTION

    Indian automobile industry is very fascinating. India has a very good history in

    the field of automobile especially in car segment. Before Indian independence,

    usually cars were imported from developed countries. It was a status symbol to

    have a car at that time. Only rich and royal families would afford to have one.

    Cars from reputed companies like ford, gm etc., made their presence felt on

    Indian roads.

    The first motorcar appeared in India in 1898. At that time, Bombay had the first

    taxicabs. In 1903, an American company began to operate a public taxi service

    with a fleet of 50 cars. In for manufacturing cars namely,

    - Hindustan Motors Limited, Calcutta

    - Premier Automobiles Limited, Bombay

    However, after the independence, self-reliance became the mantra. Depending

    on Foreign technology banned and import, substitution became the order of the

    day. In 1952, the tariff commission spelled out the future for auto industry.

    Companies like Ford and Gm that had assembly operation in India packed their

    Babbages home.

    The Indian passenger car industry was staid, low growth oriented market withvery few players until early 1980s. It sheltered existence due to various control

    and restrictions. The consequent lack of domestic competition meant that there

    were few changes made to the designs of the existing cars. For over two

    decades, the Indian customer had to choose from the Ambassador, the Fiat, the

    Standard or Dolphin. There was very little incentive to innovate or even

    plagiarize. Customer service and customer orientation was given a back seat.Least importance has been given to marketing strategies

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    hatchback Ritz, A-Star, Swift, Wagon-R, Estillo and sedans DZire, SX4, in the

    'C' segment Maruti Eeco and Sports Utility vehicle Grand Vitara.

    It was the first company in India to mass-produce and sell more than a million

    cars. It is largely credited for having brought in an automobile revolution to

    India. It is the market leader in India, and on 17 September 2007, Maruti Udyog

    Limited was renamed as Maruti Suzuki India Limited. The company's

    headquarters are located in New Delhi. In February 2012, the company sold its

    10th million vehicle in India.

    Maruti Udyog Limited (MUL) was established in February 1981, though the

    actual production commenced in 1983 with the Maruti 800, based on the Suzuki

    Alto kei car which at the time was the only modern car available in India, its

    only competitors- the Hindustan Ambassador and Premier Padmini were both

    around 25 years out of date at that point. Through 2004, Maruti Suzuki has

    produced over 5 Million vehicles. Maruti Suzukis are sold in India and variousseveral other countries, depending upon export orders. Models similar to Maruti

    Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor

    Corporation and manufactured in Pakistan and other South Asian countries.

    The mid 1981 incorporated as Maruti Udyog Limited saw a revolution in

    passenger car market when the government decided to issue licenses to allautomobile manufactures to produce allied vehicles as well.

    This move saw the entry of Maruti Udyog Limited, which launched Maruti 800.

    This model was considered a modern car with contemporary market leader and

    has retained a document presence in Indian market since then. The launch of

    Marutis models- primarily the 800-tripled the car sales from 63,500 in 1984 -

    1985 to 1,78,500 in 1989-1990. Car sales stood at 3,45,355 in 1995-1996.

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    Marutis spectacular success however, did not mean that its competitors failed

    to respond to the challenge. Late 1980s and early 1990s at last saw the

    emergence of the marketing orientation. Passenger car manufactures tried to

    position themselves in various segments. Introduction of new models was done,

    mostly with foreign collaboration. For the first time, international car

    manufacturers began to evince keen interest in Indian car market. Early birds

    among them were Daimler-Benz and Daewoo. Other aspirants were GM, Ford,

    and Peugeot.

    FEATURES OF MARUTI UDYOG LIMITED

    50:50 joint venture between Government of Indian and Suzuki Motors

    Corporation.

    Largest automobiles company in India.

    Largest exporter of Car from India.

    Market leader in market share.

    Largest dealers and service network

    This structure ensures better communication and speedy decision making

    processes. It also creates an environment that builds trust, transparency and a

    sense of belonging amongst employees.

    First Customer

    Mr. Harpal Singh, Marutis first customer, proudly received the keys of

    the Maruti 800 car from the Prime Minister Smt. Indira Gandhi on

    December 14, 1983.

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    Car Market Scenario

    When Maruti began operations in 1983, there were only two other car

    companies in India and the total size of the Indian passenger car market was a

    merely 40,000 units per year. From the start, Maruti caught the imagination of

    Indian car customers and launched four new models, including a hatchback, a

    mini multipurpose van, an entry sedan and a SUV, over the next decade. Each

    of these models was an instant draw with the Indian consumers.

    VISION

    The Leader in the Indian Automobile Industry, Creating Customer Delight and

    Shareholders wealth; a pride of India

    Maruti CultureOur employees are our greatest strength and asset. It is this underlying

    philosophy that has molded their workforce into a team with common goals and

    objectives. Their Employee-Management relationship is therefore characterized

    by:

    Participative Management.

    Team work & Kaizen.

    Communication and information sharing.

    Open office culture for easy accessibility

    To implement this philosophy, we have taken several measures like a flat

    organizational structure. There are only three levels of responsibilities ranging

    from the Board of Directors Division Heads to Department Heads. Other

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    Exclusive service and sales of MARUTI-SUZUKI passenger class

    vehicles.

    The retail units full-fledged with customer lounges, spares and

    accessories showrooms etc.

    Also has counters of various car-finance companies, offering complete

    customer care.

    An ISO 9002 company.

    MARUTI True Value (Pre-Owned Car)

    Selling and buying of your used cars is now hassling free through Maruti truevalue.

    You can trust True Value to get you quality Pre-owned cars. Our

    comprehensive 120 point check looks into everything. Thats why you can buy

    or sell used cars with your eyes closed.

    Advantage of Maruti True Value buyers

    Buy Maruti certified pre-owned cars.

    Get a Maruti warranty and three free services.

    120 point inspection includes checking seller bona fides.

    Cars refurbished at Maruti authorized workshops.

    Cars fitted with Maruti genuine parts.

    Flexible car finance and insurance options.

    Advantage of a seller

    Transparent evaluation gets you the right price

    Hassle free payments

    Assurance that your car goes into the right hands

    Attractive exchange options.

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    CHAPTER-2

    COMPANY PROFILE

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    History of the company (SAGAR AUTOMOBILE)

    For decades of the city of Bangalore, the fastest growing and the happening

    city of Asia has been witnessing the quite happening of Sagar group, the

    forerunner in path breaking ventures that has been touching the chord of

    populace and every segment of it.

    Sagar group of companies was established in 1960. Late Sri..Dayananda Sagar

    was the founder of Sagar group. The Sagar group of company comprises of

    Educational Institutions, Hospitals, Pharmacies, and Convention centers,

    Technology, Infrastructure and Automobiles.

    Sagar group is a pioneer in creating sophistication in the selling of

    Automobiles. Sagar Automobiles are one of the authorized dealers of Maruti

    Suzuki vehicles. It is a part of 500 crores Sagar group of companies. Dr. D.

    Hemchandra Sagar is the Chairman: The group caters to growing 4 Wheelers

    segment.

    Maruti range of vehicle retailing outlets

    Has state of the art maintenance facilities

    Excellent team of sales, services and management personnel

    A strong 20000-customer base in their segment.

    It has an exclusive service and sales outlets of Maruti-Suzuki vehicles.

    Sagar Automobiles are one of the leading dealers for the cars in Karnataka,

    which was awarded dealership in November 1995. it has an exclusive service

    and Maruti-Suzuki passenger class vehicles. The retail unit is full-fledged with

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    customer lounges, spares and accessories showrooms etc,. Sagar Automobiles

    has counters of various car-finance companies, offering complete customer

    care. It is an ISO 9001:2000 certified company.

    Sagar Automobile has several branches in Bangalore:

    BasavanagudiServices

    Veerasandra Industrial AreaBody Repairs Centre

    Bannergahatta Road Sales, Services, Accessories, Spare parts, True

    value (Pre-owned Cars), Finance, Insurance and RTO.

    Competitors /Co-Dealers

    - RNS Motors

    - Bimal auto agency , Whitefield,

    - Mandovi motors wheelers Road

    - Pratham motors Road

    - Kalyani Motors

    - Garuda Autocraft

    Vision

    Companys vision is to strive to be the number 1 dealer of Maruti cars.

    Mission

    Companys mission is to output maximum sales with total customer

    satisfaction.

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    Values

    -

    Commitment- Integrity

    - Passion

    - Discipline

    Promoters Profile of Sagar Automobiles

    Sagar automobiles have just two promoters who hold the equal share.

    Dr. D. Hemachandra Sagar

    (Chairman of the group)

    He is a qualified doctor in medicine and surgery and a member of

    various medical and educational associations.

    Dr. D.Premachandra Sagar

    (Vice Chairman of the group)

    He is also a qualified medical doctor.

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    Swot analysis

    Strengths

    The company is a part of 500 crores Sagar group of companies

    Sagar Automobile has several branches in Bangalore

    It has Excellent team of sales, services and management personnel

    It has a strong 20000-customer base in their segment

    Weaknesses

    The delearship cannot give any benifits or discounts to customers

    without the approval of maruti Suzuki

    The deleaship does not get any assistance from Maruti Suzuki for

    advertising , all costs are to be made by delearship itself

    Opportunities

    The Company can extend its sevice centres across the state to attract

    more customers

    To recive good ratings by Maruti Suzuki , company has to achieve

    certain targets

    The company can increase sales sales by providing various exchange

    benefits or bonus

    Threats

    Increase in number of delears has reduce the sales of the company

    Due to increase in number of automobile brands , people wide range

    of cars to choose. This will reduce the sales of maruti .

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    Products of Maruti Suzuki

    1. Maruti 800(Launched 1983)

    2. Maruti Omni(Launched 1984)

    3. Maruti Gypsy(launched 1985)

    4. Maruti Wagon R(Launched 1999)

    5. MarutiAlto (Launched 2000)

    6. MarutiSwift (Launched 2005)

    7. MarutiEstilo (Launched 2009)

    8. MarutiSX4 (Launched 2007)

    9. MarutiSwift Dzire (Launched 2008)

    10. MarutiA-star (Launched 2008)

    11. MarutiRitz (Launched 2009)

    12. MarutiEeco (Launched 2010)

    13. MarutiAlto K10 (Launched 2010)

    14. Maruti Ertiga (Launched 2012)

    15. Maruti Stingray (Launched 2013)

    16. Maruti celerio (Launched 2014)

    http://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Wagon_R-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Gypsy-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_Omni-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.htmlhttp://www.autoinfoz.com/car-photo-gallery/Maruti_Suzuki/Maruti_800-car-photo-gallery.html
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    CHAPTER-3

    ORGANISATIONAL DESIGN

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    Souring ManagerSourcing

    Executives,

    Sales Manager

    Sales Executives,

    Telecaller, Data

    Entry Operator,

    Refurbishment

    Executive,

    Driver, Helper

    ORGANISATION CHART

    SAGAR AUTOMOBILES

    CHAIRMAN

    DR. D. HEMACHANDRA SAGAR

    GM -

    Sales &

    Marketing

    Basavan-

    gudi

    Service

    Finance

    ManagerAccess-

    ories

    Sales

    Manager

    GM

    Works

    Sr. WorksManager

    Asst.Works

    Manager

    Body

    Repairs

    Asst. Mgr

    Asst Managers

    Team Leaders

    Sales Executives

    Customer Care

    Manager & Team

    Secretary

    Front Office Exe

    RTO Executives

    Delivery Section

    Drivers

    Works

    Manager

    Floor

    Manager

    Lobby

    Manager

    Customer

    Care Manager

    PDI

    Supervisor

    Front OfficeExecutives

    Workmen

    Stores in-

    charge

    Sales

    Executives

    Sales

    Assistants

    AccountsExecutive

    Fitters

    Administration

    Asst Mgr.

    HR Executive

    Housekeeping

    supervisor

    Security

    Office Boys

    Contract

    Security

    Cleaning boys

    Asst.Manager-

    Finance &

    Accounts

    Accounts

    Executives

    CashiersSupervisors

    Insurance

    Executives

    Painters

    Tinkers

    Mechanics

    Helpers

    Service

    Advisors

    Supervisors

    Customer

    Care Team

    Mechanics

    Helpers

    True

    Value-

    GM

    MarutiInsurance

    Asst. Mgr

    Insurance

    Executives

    Telecallers

    Ins. Asst

    HRManager

    AGM

    VICE CHAIRMANDR.D.PREMACHANDRA SAGAR

    Asst.

    Spares

    Manager

    SparesExecuti

    ves

    SparesAssista

    nt

    EDP

    Edecutives

    Runner

    boysDriver

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    CHAPTER-4

    BUSINESS LEVEL

    FUNCTIONS AND

    PROCESSES

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    Sales/Marketing Department

    Pre-Sales

    Enquiry levels there are enquiry-tracking cards.

    - Walk in customers

    - Telephone enquiries from both dealers as well as maruti udyog

    limited.

    - Referrals

    - Call cards-door to door or shop to shop

    - Events

    - Websites

    - True value or exchange

    - Workshop

    All Enquiries are entered into CIS book and the same is updated into DMS

    giving DMS No.

    After entering the enquiry, the same is followed up and recorded on day to

    day.

    Once order is booked, CIS sheet is marked as `booked and the photocopy

    of CIS is attached to folder. Further follow ups will be entered in Folder

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    under Voice of Customer. Colour change, vehicle availability, documents

    required, registration, date of delivery.

    Confirming vehicle allocation, payment has to be obtained.

    Delivery given as per commitment.

    At the time of delivery IFB is given to customer and collected immediately.

    Maruti sends feedback card to customers within 7 days.

    Within 72 hours of delivery PSF is done by dealer. Next PSF is done after15 days of delivery to check RC book delivery, etc.

    During Sales

    - Follow upfrom the date of booking to the date of delivery of the

    car.

    Post Sales

    - Sales satisfaction index is based on 2 feedback forms one from the

    dealer and other from Maruti Udyog Limited.

    Auto card

    Auto card is a service provided by Maruti Udyog Limited to its customersonly. This is where the customer, with the use of this service can gain

    points by swiping the magnetic card provided by Maruti Udyog Limited at

    shopping mall, refueling centers or by referring any individual to this

    system.

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    This card can also be used as a credit card, which has a credit limit of rs

    75,000.whatever spent using this card is to be paid back to bank within 50

    days. MUL has a tie-up with city bank.

    In this system each point gained is equal to 1rp.there are cut-off points,

    which can be gained while, doing shopping, refueling or referring . So

    whatever points put-up by customer can be used at showrooms in terms of

    discount at the time of exchange, servicing or insurance and shopping of

    maruti genuine accessories.

    Finance

    Various financial institutions such as icici, kotak mahindra, hdfc,

    sbi, sbm, Citibank and sundaram provide loans for maruti-Suzuki

    customers. Equated monthly installments (emi) differ from one bank to

    other.

    Maruti Insurance

    Company is tied up with national insurance and Bajaj alliance. It offers

    dual benefits-protection for car and complete peace of mind.

    Benefits of Maruti Insurance

    -Mere cashless post-accident repairs.

    - Nationwide repairs to all maruti authorized dealer workshop.

    - Easy settlement of claims with virtually no follow-up.

    - Transfer of no-claim bonus as per the rules.

    - Dealer assisted towing facility up to an amount of Rs.1500

    - Personnel accident insurance.

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    Service Department

    Service in sagar automobiles are classified as

    -schedule

    - customer complaint

    Schedule services are services, which have to be done on timely basis like

    changing of oil etc. Other type of service is done when there is any

    complaint from the customer about the car he/she is using.

    Services are done by all technical persons who have complete knowledge.

    For every material used, there is a specific character attached to it, the

    technical persons who do the service know about all such characters of the

    material they are using completely.

    Only the genuine parts and items recommended by Maruti are used to

    provide quality service. Service is based on the specifications imposed by

    Maruti Udyog Limited.

    Definition Of Services

    1. Reliability- Relates to the ability of the service provider to perform

    the promised service dependable and accurately.

    2. Access-customers can directly be accessed to the service people if

    there is a sudden breakdown. There is a breakdown service for 24 hrs

    wherein customers call up for service people and the service is done

    free. There is also booking service available and also pick up and

    drop facilities for servicing.

    3. Security- Strict measures are taken which assures quality service,

    which is free from danger, risk or doubt.

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    Customers are give immediate response as to what exactly the problem is and

    how to go about the problem. Service provider takes much effort understand the

    customer need. In case if the service delayed, it is on hand informed to the

    customer and about the cost changes too. Service providers are in constant

    touch with the customers. There is performance satisfaction indication (PSI)

    group where these people call up to the customer to know about the service

    done and are also asked to rate about the service provided.

    Quality Policy Followed By the Company

    -

    Committed to integrated customer care.- Provide value added innovative service towards total customer

    satisfaction.

    - Update ad improve service consistently and continually to develop

    customer care.

    - Strongly adhere to the concept of corrective and preventive

    measures.

    - Maintain our leading position by providing total quality service in

    out items, services and relationship.

    True Value Department

    Selling and buying of used cars is now hassle free through Maruti True Value.

    Trust true value to get quality pre-owned car. A comprehensive 120-point check

    looks into everything. That is why buying and selling of cars can be done by

    closed eyes. With Maruti true value, you enjoy all the advantages of dealing

    directly with Indias most trusted car company.

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    Advantage of true value buyers

    Buy a Maruti certified pre-owned car.

    Get a Maruti warranty and 3 free services.

    120-point inspection includes checking seller bonafides.

    Cars refurbished at Maruti authorized workshops.

    Cars fitted with Maruti genuine parts.

    Flexible car finance and insurance options.

    Advantage to the seller

    Transparent evaluation gets the right price.

    Hassle free payments.

    Assurance that cargoes to right hands.

    Attractive exchange options.

    INTRODUCTION TO HUMAN RESOURCE MANAGEMENT

    Human Resource Management (HRM) can be viewed as a comparatively new

    approach to Personnel Management, which considers people as the key

    resource. It subscribes to the notion that it is important to communicate with

    employees, to involve them in what is going on and to foster their commitment

    and identification with the organisation. In addition a strategic approach to the

    acquisition, motivation of people is heavily emphasised.

    HUMAN RESOURCE MANAGEMENT

    Every business unit needs human resource (manpower) for the conduct of

    different business activities. In fact, no organization can exist or operate

    efficiently without the support of human resource.

    Organisations and individuals should develop and progress simultaneously for

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    their survival and attainment of mutual goals. Modern management has to

    develop the organisation through human resource development. Employee

    training and development is an important sub-system of human resource

    development. Employee training and development is a specialised function and

    is one of the fundamental operative functions of human resources management.

    INTRODUCTION TO TRAINING AND DEVELOPMENT

    William James of Harvard University estimated that employees could retain

    their jobs by working a mere 20-30 percent of their potential .His research led

    him to believe that if these same employees were properly motivated they

    could work at 80-90 percent of their capabilities .Behavioral science concepts

    like motivation and enhanced productivity could well be used for such

    improvements through the effective and efficient use of training and learning

    resources.

    TRAINING AND DEVELOPMENTis a subsystem of an organization. It

    ensures that randomness is reduced and learning or behavioral change takes

    place in structured format.

    Organisations and individuals should develop and progress simultaneously for

    their survival and attainment of mutual goals. Modern management has to

    develop the organisation through human resource development. Employee

    training and development is an important sub-system of human resource

    development. Employee training and development is a specialised function andis one of the fundamental operative functions of human resources management.

    Due to daily changing business environment, manufacturing process,

    technological advancement and rapid growth in the demand of the products and

    services etc, the workforce of any organization has to be very well equipped

    with the skills, ability, and talent required to cope up with the market

    competition.

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    Now a days many organizations are conducting training programmed to

    improve the productivity of employees.

    MEANING OF TRAINING AND DEVELOPMENT

    After an employee is selected ,placed and introduced ,he or she must be provide

    with training facilities .training is the act of increasing the knowledge and skill

    of an employee for doing a particular job .Training improves ,changes moulds

    the employees knowledge ,skill ,behaviour ,aptitude, and attitude towards the

    requirements of the job and organization.

    TRAINING

    The traditional approach and modern approach for Training and Development

    The traditional approach

    Most of the organizations before never used to believe in training. They were

    holding the traditional view that managers are born and not made .There were

    also some views that training is a very costly affair and not worth . But now thescenario seems to be changing.

    The modern approach

    The modern approach of training and development is that Indian Organizations

    have realized the importance of corporate training. Training is now considered

    as more of retention tool than a cost. The training system in Indian Industry has

    been changed to create a smarter workforce and yield the best results.

    Training is a short term educational process and utilising a systematic and

    organised procedure by which employees learn technical knowledge and skills

    for a definite purpose.

    Training is a long term investment in human resource using the equation

    Performance = ability + motivation

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    Training can have an impact on both these factors .It can heighten the skills and

    abilities of the employees and their motivation by increasing their sense of

    commitment and encouraging them to develop and use new skills .It is a

    powerful tool that can have a major impact on both employee productivity and

    morale, if properly used.

    Dale S. Beach defines training as the organised procedure by which people

    learn knowledge and attain skills for a definite purpose."

    It is a learning process that involves the acquisition of knowledge, sharpening ofskills, concepts, rules, or changing of attitudes and behaviours to enhance

    the performance of employees.

    Training is activity leading to skilled behaviour.

    Its not what you want in life,but it knows how to reach it.

    Its not where you want to go, but it knows how to get there.

    Its not how high you want to rise, but it knows how to take off.

    It may not be quite the outcome you were aiming for, but it will be

    an outcome.

    Its not what you dream of doing, but its having the knowledge to do it

    It's not a set of goals, but its more like a vision

    Its not the goal you set, but its what you need to achieve it

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    Trainingis about knowing where you stand (no matter how good or bad

    the current situation looks) at present, and where you will be after some

    point of time.

    Why there is a need for TRAINIG AND DEVOLOPMENT in any

    Organization:-

    Organization viability and the transformation process

    The primary concern of an Organization is its viability and hence its efficiency

    .There is a continuous environmental pressure for efficiency ,and if anOrganization does not response to this pressure ,it may find itself rapidly losing

    whatever share of market it has .Employee ,training therefore imparts specific

    skills and knowledge to employees in order that they contribute to the

    Organizations efficiency ,and be able to cope with the pressures of the

    changing environment .

    Technological advancesThere has been tremendous development in industrial technology.

    Mechanization and automation of the plant is necessary for the organizations

    survival; hence, it has to train its employees for more skilled positions. New

    skills are required to operate new machinery, or familiarity with new processes

    and production techniques has to be introduced.

    Organizational ComplexityWith increasing mechanization, automation and development in

    technology,many organizations have emerged as complex organizations that

    produce a wide range of products or offer a wide range of services. This had

    led to complex problems of coordination and integration of activities.

    Eventually the need for training and retraining is felt at the all levels in

    such organizations, from shop floor to top executives

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    Human Relations

    The growing complexity of organizations has led to various human problems,

    like alienation, inter-personal and inter-group problems. Hence, training

    in human relations is becoming extremely important for tackling these

    problems. Due to its great relevance in the current automated, mechanized and

    extremely competitive business environment, where skills are becoming

    obsolete faster than ever, we have chosen to study in detail the training and

    development needs of employees.

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    CHAPTER-5

    FINDINGS

    &

    CONCLUSIONS

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    Findings

    Sagar Automobiles are one of the authorized dealers of Maruti Suzuki vehicles.

    It is a part of 500 crores Sagar group of companies. Dr. D. Hemchandra Sagar is

    the Chairman: The group caters to growing 4 Wheelers segment.

    Maruti range of vehicle retailing outlets

    Has state of the art maintenance facilities

    Excellent team of sales, services and management personnel

    A strong 20000-customer base in their segment.

    Sagar Automobile has several branches in Bangalore:

    BasavanagudiServices

    Veerasandra Industrial AreaBody Repairs Centre

    Bannergahatta Road Sales, Services, Accessories, Spare parts, True

    value (Pre-owned Cars), Finance, Insurance and RTO.

    Conclusion

    Sagar Automobiles are one of the recognised and leading dealers for Maruti

    Suzuki cars in Karnataka, which was awarded dealership in November 1995

    and was started in 1997. It has an exclusive service of Maruti-Suzuki passenger

    class vehicles. The main aim of the company is to provide good service for its

    customers. Their retail unit is full-fledged with customer lounges, spares and

    accessories, showrooms etc,. Sagar Automobiles has counters of various car-

    finance companies, offering complete customer care. It is an ISO 9001:2000

    certified company.

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    ACKNOWLEDGEMENT

    It gives me immense pleasure to thank

    Prof. N.V.H.Krishnan ( Registrar Jain University )

    Prof. Dinesh Nilkant ( Centre HeadCMS Business school )

    Mr. Joyson Baptist Pereira(Head-HR-SAGAR AUTOMOBILES )

    Prof. SunandaJaiprakash( Mentor ) Who have helped and guided me to study

    and learn the organisational structure of sagar automobiles

    I would further like to thank all the faculty ( CMS Businss school ) parents

    ,relatives and friends who have contributed in various ways to compile the

    project.