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Chapter III
An overview of car industry
“Automobile industry is the industry of industries.”
Peter Drucker
3.1 Introduction
An automobile, autocar, motorcar or car is wheeled motor vehicle used for
transporting passengers; it also carries its own engine or motor. Most definitions of the
term specify that automobiles are designed to run primarily on roads, to have seating for
one to eight people, to typically have four wheels, and to be constructed principally for
the transport of people rather than goods.
3.2 Etymology
The word automobile comes, via the French automobile, from the Ancient Greek
word αὐτός (autós, “self”) and the Latin mobilis (“movable”); meaning a vehicle that
moves itself, rather than being pulled or pushed by a separate animal or another vehicle.
The alternative name car is believed to originate from the Latin word carrus
or carrum (“wheeled vehicle”), or the Middle English word carre (“cart”) (from Old
North French), or from the Gaulish word karros (a Gallic Chariot).
3.3 History of automobiles
The birth of the car occurred over a period of years. It was only in 1885 that the
first real car rolled down on to streets. The earlier attempts, though successful, were
steam powered road-vehicles.
The first self-propelled car was built by Nicolas Cugnot in 1769 which could
attain a speed of up to 6 kms/ hour. In 1771 he again designed another steam-driven
engine which ran so fast that it rammed into a wall, recording the world‟s first accident.
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In 1807 Francois Isaac de Rivaz designed the first internal combustion engine.
This was subsequently used by him to develop the world‟s first vehicle to run on such an
engine, one that used a mixture of hydrogen and oxygen to generate energy.
This spawned the birth of a number of designs based on the internal combustion
engine in the early nineteenth century with little or no degree of commercial success.
In 1860 thereafter, Jean Joseph Etienne Lenoir built the first successful two-stroke gas
driven engine. In 1862 he again built an experimental vehicle driven by his gas-engine,
which ran at a speed of 3 kilometers per hour. These cars became popular and by 1865
could be frequently espied on the roads.
The next major leap forward occurred in 1885 when the four stroke engine was
devised. Gottileb Damlier and Nicolas Otto worked together on the mission till they fell
apart. Daimler created his own engines which he used both for cars and for the first four
wheel horseless carriage. In the meanwhile, unknown to them, Karl Benz, was in the
process of creating his own advanced tri-cycle which proved to be the first true car.
This car first saw the light of the day in 1886.
The season of experiments continued across the seas in the United States where
Henry Ford began work on a horseless carriage in 1890. He went several steps forward
and in 1896, completed his first car, the Quadricycle in 1896. This was an automobile
powered by a two cylinder gasoline engine. The Ford Motor Company was launched in
1903 and in 1908 he catapulted his vehicle, Model T Ford to the pinnacle of fame.
Continuing with his innovations, he produced this model on a moving assembly line, thus
introducing the modern mass production techniques of the automobile industry. The modern
car therefore comes from a long list of venerated ancestors.
3.4 Automotive industry in India
The automotive industry in India is one of the largest in the world and one of the
fastest growing globally. India manufactures over 17.5 million vehicles (including
2 wheeled and 4 wheeled) and exports about 2.33 million every year. It is the world's
second largest manufacturer of motorcycles, with annual sales exceeding 8.5 million in
2009. India's passenger car and commercial vehicle manufacturing industry is the seventh
largest in the world, with an annual production of more than 3.7 million units in 2010.
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According to recent reports, India is set to overtake Brazil to become the sixth largest
passenger vehicle producer in the world, growing 16-18 per cent to sell around three
million units in the course of 2011-12. In 2009, India emerged as Asia's fourth largest
exporter of passenger cars, behind Japan, South Korea, and Thailand.
As of 2010, India is home to forty million passenger vehicles and more than
3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%),
making the country the second fastest growing automobile market in the world. According to
the Society of Indian Automobile Manufacturers, annual car sales are projected to increase
up to five million vehicles by 2015 and more than nine million by 2020. By 2050, the
country is expected to top the world in car volumes with approximately six hundred and
eleven million vehicles on the nation's roads.
3.4.1 Overview
The Indian automobile industry is manufacturing over eleven million vehicles and
exporting about 1.5 million every year. The dominant products of the industry are two
wheelers with a market share of over 75% and passenger cars with a market share of
about 16%. Commercial vehicles and three wheelers share about 9% of the market
between them. About 91% of the vehicles sold are used by households and only about 9%
for commercial purposes. The industry has attained a turnover of more than USD thirty
five billion.
3.4.2 History
The first car ran on India's roads in 1897. Until the 1930s, cars were imported
directly, but in very small numbers. Embryonic automotive industry emerged in India in
the 1940s. Mahindra and Mahindra was established by two brothers as a trading company
in 1945, and began an assembly of Jeep CJ-3A utility vehicles under license from Willys.
The company soon branched out into the manufacture of light commercial vehicles
(LCVs) and agricultural tractors.
Following the independence in 1947, the Government of India and private sectors
made efforts to create an automotive component manufacturing industry to supply to the
automobile industry. However, the growth was relatively slow in the 1950s and 1960s
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due to nationalisation and the license raj which hampered the Indian private sector. After
1970, the automotive industry started to grow, but the growth was mainly driven by tractors,
commercial vehicles and scooters. Cars were still a major luxury. Japanese manufacturers
entered the Indian market ultimately leading to the establishment of Maruti Suzuki
Udyog. A number of foreign firms initiated joint ventures with Indian companies.
In the 1980s, a number of Japanese manufacturers launched joint-ventures for
building motorcycles and light commercial-vehicles. It was at this time that the Indian
government chose Suzuki for its joint-venture to manufacture small cars. Following the
economic liberalisation in 1991 and the gradual weakening of the license raj, a number of
Indian and multi-national car companies launched operations. Since then, automotive
component and automobile manufacturing growth has accelerated to meet domestic and
export demands.
Following economic liberalisation in India in 1991, the Indian automotive industry
demonstrated a sustained growth as a result of increased competitiveness and relaxed
restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki
and Mahindra and Mahindra expanded their domestic and international operations. India's
robust economic growth led to the further expansion of its domestic automobile market
which attracted a significant India-specific investment by multinational automobile
manufacturers. In February 2009, monthly sales of passenger cars in India exceeded
100,000 units and grew rapidly to a record monthly high of 182,992 units in October
2009. From 2003 to 2010, car sales in India progressed at a CAGR of 13.7%, and with
only 10% of Indian households owning a car in 2009 (whereas this figure reached 80% in
Switzerland for example). This progression is unlikely to stop in the coming decade.
An attempt has been made to make trend analysis for the production, sales and
exports in the Indian automobile industry and the results are tabulated as follows:
3.5 Trend analysis under the method of least square
The method of least square is most widely used in practice to predict the future
trend. This method may be used either to fit a straight line trend or a parabolic trend.
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Yc = a + bx a= ∑y/N b= ∑xy / ∑X2
Yc = Trend Value
a= Constant
N= Number of the years
b= Rate of change
x= Unit of time
The following table shows the trend analysis by using the method of least square
for the prediction of the year 2015.
3.5.1 Analysis of trend on production, sales and export of automobiles in
India
Production is the activity of making tangible goods. In the economic sense production
means both making goods and rendering services that add value to a product even though
no physical change has taken place. Production is one of the most important areas of
performance. In business enterprises, production function will be considered to be very
effective and useful because it must operate primarily to satisfy customer's demand and it
must permit production activities to operate in an economical and efficient manner.
Production without adequate sales is not worthy. Export of production brings more
revenue and prospects to the company.
The trend analysis of a company may give an idea as to how the company has
performed in the year under review as compared to the past or how the company has
performed as compared to other companies of the same industry. The trend analysis by
the least square method for the prediction of automobile production has been done.
Subsequently trend analysis on sales and exports of the automobile industry in India has
also been worked out and is illustrated below.
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Table 3.1
Trend analysis by the least square method for the prediction of automobile production in India
for the years 2005-06 and 2014-2015
S.N. Year
Type of vehicle
Passenger
Vehicles
Trend
value
Commercial
Vehicles
Trend
value
Three
Wheelers
Trend
value
Two
Wheelers
Trend
value Total
Trend
value
1 2005-06 1209876 1206025 353703 384800 374445 405751 6529829 6949594 8467853 8942675
2 2006-07 1309300 1352039 391083 411426 434423 436232 7608697 7351059 9743503 9555495
3 2007-08 1545223 1515731 519982 439894 556126 469004 8466666 7775715 11087997 10210310
4 2008-09 1777583 1699242 549006 470332 500660 504237 8026681 8224903 10853930 10909999
5 2009-10 1838697 1904970 417126 502876 501030 542116 8418626 8700040 11175479 11657635
6 2014-15 - 3373283 - 702658 - 778723 - 11520558 - 16238250
*MAPE 3 13 7 4 18
**MAD 44139 59190 32980 30951 118192
Fitted Trend
Equation
Yt = 1075780 *
(1.12107**t)
Yt = 359897 *
(1.06919**t)
Yt = 377400 *
(1.07512**t)
Yt = 6570055 *
(1.05777**t)
Yt = 8369156 *
(1.06853**t)
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It shows that the trend movement for the automobile in passenger vehicles for the
year 2006 reads 1206025. The trend movement for the year 2015 the automobile
production in passenger vehicles by 3373283with the MAPE and MAD is
3 and 44139 respectively. Next, the trend movement for the year 2006 the automobile
production in commercial vehicles by 384800. The trend movement for the year 2015 the
automobile production in commercial vehicles by 702658with the MAPE and MAD is
13 and 59190 respectively. It is shows that the trend movement for the year 2006 the
automobile production in three wheelers by 405751. The trend movement for the year
2015 the automobile production in three wheelers by 778723with the MAPE and MAD is
7 and 32980 respectively. It is shows that the trend movement for the year 2006 the
automobile production in two wheeler by 6949594. The trend movement for the year
2015 the automobile production in two wheeler by 11520558with the MAPE and MAD is
4 and 30951 respectively. Finally, the trend movement for the year 2006 the automobile
production in all the categories by 8942675. The trend movement for the year 2015 the
automobile production in passenger vehicles by 16238250with the MAPE and MAD is
18 and 118192 respectively.
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Table 3.2
Trend analysis by least square method for the prediction of automobile sales in India
for the years 2005-06 and 2014-2015
S.N. Year
Type of vehicle
Passenger
Vehicles
Trend
value
Commercial
Vehicles
Trend
value
Three
Wheelers
Trend
value
Two
Wheelers
Trend
value Total
Trend
value
1 2005-06 1061572 1068077 318430 344400 307862 337294 6209765 6608653 7897629 8353842
2 2006-07 1143076 1187973 351041 369728 359920 346469 7052391 6870386 8906428 8779156
3 2007-08 1379979 1321328 467765 396918 403910 355893 7872334 7142485 10123988 9226124
4 2008-09 1549882 1469653 490494 426107 364781 365574 7249278 7425360 9654435 9695849
5 2009-10 1551880 1634628 384122 457444 349719 375517 7437670 7719439 9723391 10189488
6 2014-15 - 3094878 - 700244 - 441125 - 9745291 - 13726240
*MAPE 4 12 7 4.89855E+00 4.25935E+00
**MAD 54606 50642 23498 3.53719E+05 3.97772E+05
Fitted Trend
Equation
Yt = 960281 *
(1.11225**t)
Yt = 320808 *
(1.07354**t)
Yt = 328363 *
(1.02720**t)
Yt = 6356891 *
(1.03960**t)
Yt = 7949132 *
(1.05091**t)
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It shows that the trend movement for the year 2006 the automobile production in
passenger vehicles by 1068077. The trend movement for the year 2015 the automobile
production in passenger vehicles by 3094878with the MAPE and MAD is 4 and 54606
respectively.
Next, the trend movement for the year 2006 the automobile production in commercial
vehicles by 344400. The trend movement for the year 2015 the automobile production in
commercial vehicles by 700244with the MAPE and MAD is 12 and 50642 respectively.
It shows that the trend movement for the year 2006 the automobile production in
three wheelers by 337294. The trend movement for the year 2015 the automobile production
in three wheelers by 441125with the MAPE and MAD is 7 and 23498 respectively.
It shows that the trend movement for the year 2006 the automobile production in
two wheeler by 6608653. The trend movement for the year 2015 the automobile production
in two wheeler by 9745291with the MAPE and MAD is 4.89855E+00 and 3.53719E+05
respectively.
Finally, the trend movement for the year 2006 the automobile production in all the
categories by8353842. The trend movement for the year 2015 the automobile production
in passenger vehicles by 13726240with the MAPE and MAD is 4.25935E+0018 and
3.97772E+05 respectively.
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Table 3.3
Trend analysis by least square method for the prediction of automobile exports in India
for the years 2005-06 and 2014-2015
S.N. Year
Type of vehicle
Passenger
Vehicles
Trend
value
Commercial
Vehicles
Trend
value
Three
Wheelers
Trend
value
Two
Wheelers
Trend
value Total
Trend
value
1 2005-06 166402 152038 29940 36668 66,795 74870 366,407 385135 629,544 661989
2 2006-07 175572 179698 40600 39324 76,881 88951 513,169 489468 806,222 804516
3 2007-08 198452 212390 49537 42174 143,896 105679 619,644 622064 1,011,529 977728
4 2008-09 218401 251029 58994 45230 141,225 125554 819,713 790581 1,238,333 1188233
5 2009-10 335739 296698 42673 48507 148,074 149166 1,004,174 1004749 1,530,660 1444060
6 2014-15 - 808837 - 73806 - 419477 - 4233742 - 4652504
*MAPE 8 15 14 3 5
**MAD 18318 6866 16863 18541 58048
Fitted Trend
Equation
Yt = 128635 *
(1.18193**t)
Yt = 34190.7 *
(1.07246**t)
Yt = 63018.8 *
(1.18806**t)
Yt = 303041 *
(1.27090**t)
Yt = 544713 *
(1.21530**t)
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It shows that the trend movement for the year 2006 the automobile production in
passenger vehicles by 152038. The trend movement for the year 2015 the automobile production
in passenger vehicles by 808837 with the MAPE and MAD is 8 and 18318 respectively.
Next, the trend movement for the year 2006 the automobile production in commercial
vehicles by 36668. The trend movement for the year 2015 the automobile production in
commercial vehicles by 73806with the MAPE and MAD is 15 and 6866 respectively.
It shows that the trend movement for the year 2006 the automobile production in
three wheelers by 74870. The trend movement for the year 2015 the automobile production
in three wheelers by 419477with the MAPE and MAD is 14 and 16863 respectively.
It shows that the trend movement for the year 2006 the automobile production in
two wheeler by 385135. The trend movement for the year 2015 the automobile production in
two wheeler by 4233742 with the MAPE and MAD is 3 and 18541 respectively.
Finally, the trend movement for the year 2006 the automobile production in all the
categories by 661989. The trend movement for the year 2015 the automobile production
in passenger vehicles by 4652504 with the MAPE and MAD is 5 and 58048 respectively.
3.6 Profile of Maruti Suzuki
Maruti Suzuki India Limited, a partial subsidiary of Suzuki Motor Corporation of
Japan, is India's largest passenger car company, accounting for over 45% of the domestic car
market. 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 Suzuki Udyog Limited was renamed
Maruti Suzuki India Limited. The company's headquarters are located in New Delhi.
Maruti Suzuki is the leading automobile manufacturer of India and Nepal, and the
market leader in the car segment, both in terms of volume of vehicles sold and revenue
earned. Until recently, 18.28% of the company was owned by the Indian government, and
54.2% by Suzuki of Japan. The BJP-led government held an initial public offering of
25% of the company in June 2003. As of 10 May 2007, the Government of India sold its
complete share to Indian financial institutions. With this, Government of India no longer
has any stake in Maruti Suzuki Udyog.
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3.6.1 History of Maruti Suzuki
Maruti Suzuki Udyog Limited (MUL) was established in February 1981, though
the actual production commenced in 1983 with Maruti Suzuki 800, based on the Suzuki
Altokei car which, at the time, was the only modern car available in India, its only
competitors- the Hindustan Ambassador and Premier Padmini, which were both around
25 years out of date at that point. Through 2004, Maruti Suzuki has produced over
5 Million vehicles. Maruti Suzuki is sold in India and in various several other countries,
depending upon export orders. Models similar to Maruti Suzuki (but not manufactured by
Maruti Suzuki Udyog) are sold by Suzuki Motor Corporation and manufactured in
Pakistan and other South Asian countries.
The company annually exports more than 50,000 cars and has an extremely large
domestic market in India selling over 730,000 cars annually. Maruti Suzuki 800, till 2004,
was the India's largest selling compact car ever since it was launched in 1983. More than
a million units of this car have been sold worldwide so far. Currently, Maruti Suzuki Alto
tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment.
Due to the large number of Maruti Suzuki 800s sold in the Indian market, the term
“Maruti Suzuki” is commonly used to refer to this compact car model (“Maruti” is another
name of the Hindu god, Hanuman).
More than half the cars sold in India are Maruti Suzuki cars. As already mentioned,
the company is a subsidiary of Suzuki Motor Corporation, Japan, which owns 54.2 per cent
of Maruti Suzuki. The rest is owned by public and financial institutions. Nearly 75,000
people are employed directly by Maruti Suzuki and its partners. It has been rated first in
customer satisfaction among all car makers in India from 1999 to 2011 by J D Power
Asia Pacific.
Brief descriptions of the models produced and imported by Maruti Suzuki are
given below.
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3.6.2 Cars produced in India
3.6.2.1 Maruti Suzuki 800 (Launched in 1983)
Maruti Suzuki 800 is India's iconic car that had actually put India on wheels.
It was first launched in 1983 to bring the joy of motoring to millions of people across the
country.
Powertrain and Performance
Maruti Suzuki 800 is available in four variants powered by 796 cc Inline 3 engine
that generates 37 bhp. The M800 duo runs on petrol and LPG offering 37 bhp and 35 bhp
of power output respectively. It is available as petrol variant and duo variant in both
standard and air-conditioned versions.
The duo variant runs on both LPG and petrol with a convenient petrol/LPG
switching option that ensures zero power drops while changing fuel modes. It beholds a
company fitted 20-litre LPG cylinder that is absolutely safe and occupies a minimal boot
space. The duo variant works on the Gas Mixer System based on the Integrated Gas
Technology that offers optimised performance and fuel efficiency.
All the four variants are mated to a 4-speed, all synchromesh manual transmission,
MacPherson Strut front suspension, and coil spring rear suspension with gas filled shock
absorbers. Moreover, with a small turning radius of 4.4 m along with sleek and slim
dimension, the M800 is a delight to maneuver anywhere and everywhere.
Build and Styling
The New Maruti Suzuki 800 is adorned with a completely new grille accentuated
by the Suzuki trademark. Moreover, the clear lens headlamps, rear combination lamps,
and sleek dimension of the car add a touch of excitement to this otherwise sober car.
In the interior, the dual tone upholstery exudes warmth along with a host of
functional amenities available. The reclining and sliding front seats, glove compartment,
sun visors, front door pocket, floor and luggage room carpets, and cabin light add comfort
to every journey.
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The New Maruti Suzuki 800 also ensures new age security and superb safety to
drive away the car with a complete peace of mind. The specifically placed crumple zone
absorbs the impact energy in case of an accident. Furthermore, the high mount stop lamp,
collapsible steering column, rear seat belts, and side impact beams improves the safety of
the car as well as passengers. To ensure security of the car the new 800 also comes equipped
with an ICATS (Intelligent Computerised Anti-Theft System) technology. ICATS is an
electronic system that works on digitally encrypted codes to ensure that the car starts with
an original key only. This ensures car security and delivers a stress free drive.
The reasons stated by the customers of Maruti Suzuki for purchasing Maruti 800
cars are: India‟s iconic car, value for money, integrated gas technology, lower cost of
ownership, new age security.
The problems faced by its customers are: No prestige value and lack of innovation.
3.6.2.2 Maruti Suzuki Omni (Launched in 1984)
Even after two decades of its launch, the Omni still sells in the Indian market
without much face-lift or change in mechanical aspects. It is the cost and the space,
which has been selling this van. The cost per kilometer, including spares, maintenance
and the cost of the car, is what has retained the car in the market.
The Omni uses Maruti Suzuki 800's four-stroke, 796cc engine, which transfers
power to the rear wheels through 4-speed manual transmission. Initially, it was accepted
as an economic passenger van; later it was launched again in cargo version. Both the
variants run on 12-inch wheels, which are suitable mainly for city drive.
The new Omni has some better refinements; the headlamps and the bumper have
been revamped, leaving the front with a different look. The side panel also received some
sleek graphics but the interiors take the major share of improvements.
The Omni also comes equipped with a re-designed steering wheel, booster-assisted
front disc brakes, dual toned upholsteries and cushion on its inner wall. It is a lone player
in the segment and comes in five colours viz. Caribbean Blue, Icy Blue, Bright Red,
Silky Silver and Superior White. It is available in six variants - Cargo MPI, LPG Cargo,
Ambulance MPI, Std LPG 5-str, Std MPI 5-str, and Std E MPI 8-str with ample features.
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Powertrain and Performance
Power comes standard from the 800 cc MPFi engine with two valves-per-cylinder.
This MPFi engine shells out 35 bhp and transfers it to the rear wheels through the 4-speed
manual transmission. The Omni gets an LPG option too. It is value for money and is
capable enough to carry passengers or 450 kilograms of cargo. It gives a mileage of
12/17 kmpl in city/highway.
Build and Styling
The Omni interiors get all-new dashboard with add-ons like cup holders and
slightly upscale plastic than the previous one. The all-new steering is better off than its
predecessor. Seating still remains basic, with some changes like dual toned upholsteries.
The 5-seater Omni gets an optional LPG kit fitted from the factory. It delivers 27 bhp at
4,500 rpm and gets a 62.1 litre LPG cylinder plus a 5-litre reserve petrol tank.
In business section, Maruti Suzuki Omni has three variants: the ambulance, cargo
and cargo LPG. The ambulance comes with factory-fitted amenities like box-type stretcher
stand-cum-seat, rear seat with backrest that seats two persons, 12-volt plug point for
operating a suction machine, ECG machine, stand for oxygen cylinder and saline bottle,
flasher light and siren, folding stretcher and medicine box.
New dash and steering design dual tone upholstery, booster assisted front disc
brakes, affordable, roomy interiors and fuel efficient are the reasons the owners of Omni
purchase them for.
The problems stated by its customers are: being unstable at high speeds, seating to
be improved and being underpowered.
3.6.2.3 Maruti Suzuki Gypsy (Launched in 1985)
Maruti Suzuki Gypsy is India's first off-road vehicle and was launched in 1985 at
a time when India was evolving. It is a four wheel drive SUV that created waves in the
Indian automobile industry at the time of launch.
This SUV is designed on the platform of Suzuki SJ long wheelbase. It is a 4 X 4
off roader available in the three variants, Soft Top, Hard Top, and Ambulance Car. The
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excellent SUV beholds excellent off-road capabilities and is ideal for adventurous trips
and off-road driving.
Powertrain and Performance
Under the hood, Maruti Suzuki Gypsy is equipped with a 1.3-litre MPFI petrol
engine that churns out 80 bhp of power output. MPFI is a multi point fuel injection
system that ensures improved performance and fuel efficiency.
The engine is mated to a 5-speed all synchromesh manual transmission that offers
nearly seamless shifts. Furthermore, front and rear leaf spring suspension with double
action damper helps improve handling and traction.
Maruti Suzuki Gypsy is a perfect car on any terrain under any weather condition.
When driving on hills, higher ground clearance ensures better off-road capability and the
diaphragm spring clutch helps reduce wear of parts. When driving in snowy conditions
the high thermal conductivity of the engine ensures that the engine is effectively ignited
even in the midst of snow. High thermal conductivity of the engine ensures that there is
no overheating and the car drives smoothly even in the hot deserted areas.
Build and Styling
Maruti Suzuki Gypsy is designed with the simple yet powerful structure that
beholds the traditional appeal of a SUV. It is a boxy like structure that is fitted with
driver's side rear view mirror, a spare wheel cover, front footstep assembly, and a foldable
front windscreen on the exterior. The aggressive yet impressive fascia adds more expression
to the appeal.
The standard features in the car are reclining and sliding front seats, fabric
upholstery in the hard top, adjustable head restraints, a front package tray, a lockable
glove compartment, floor carpet, steering lock, and an inside rear view mirror.
Apart from the standard features there are certain distinctive characteristics in
three different variants of the Gypsy. The Hard Top version of the car features fabric
upholstery and a fiber reinforced plastic top, while the Soft Top version has a foldable
windscreen and a removable canvas top.
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The attractive features of Gypsy are: India's first petrol off-road vehicle, higher
ground clearance, light-weight SUV, greater responsiveness, excellent off-road capability,
and high cruising speeds.
One key disadvantage of Maruti Suzuki Gypsy is that it lacks important safety
features like airbags, antilock braking system, traction control, and electronic brake force
distribution.
The problems with the Gypsy are its exterior look, uncomfortable seating and low
fuel efficiency.
3.6.2.4 Maruti Suzuki Alto (Launched in 2000)
The Alto with its compact dimensions and sturdy built is just right for Indian
roads. Besides, it needs minimal maintenance and is extremely fuel efficient, making it
just the perfect car for the average Indian working class. In addition Maruti Suzuki's wide
service network and the lure of this little car are perfectly understandable.
Powertrain and performance
The Alto is equipped with a 796cc engine that serves up 46.3 bhp worth of power
and 62 Nm of torque. A 5-speed, all synchromesh, manual transmission is standard in the
Alto. The car has both petrol and CNG options. The front suspension has a McPherson
Strut with torsion type roll control device, while the rear sports coil spring gas-filled
shock absorbers with three link rigid axle and isolated trailing arms.
The ride quality is pleasant and comfortable but handling does not exactly measure
up. Steering is spongy at times. A stiff suspension soaks up bumps like a pro. Brakes are
hugely responsive too. A stiff chassis gives the Alto its fabulous driving character.
Build and Styling
The Alto is based on the Wagon R's platform but has an identity of its own. It has
a clean silhouette and a minimalist design minus any frippery. The word 'Unpretentious'
would describe it the best. A chunky front bumper, a dashing front grille and a bold 'S'
badge are among the new design cues on the front fascia.
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The Alto is equipped with ample interior comforts; a super cool A.C., electronic
power steering, and convenient cup holders among them. It also offers fabric seats, a
moulded carpet, a luggage compartment carpet, cabin lamp, an electronic tripmeter, a floor
front console with cup holders, a floor rear console, a glove box and front door pockets.
The Alto's standard safety features include side impact door beams, a child safety
lock, clear lens headlamps, rear caps, a collapsible steering column, a high rigid monocoque
frame made of high tensile steel, front and rear seat belts, booster assisted brakes and rear
seat head restraints.
The physical features that attracted most of the Alto customers included: excellent
fuel economy, tight turning radius, responsive steering, low cost of maintenance and
stylish new interiors.
The problems stated by its customers are: Substantial and sturdy quality and the
lack of legroom.
3.6.2.5 Maruti Suzuki WagonR (Launched in 2002)
Maruti Suzuki new WagonR was first launched in 1993 in Japan. The WagonR
made its Indian debut in 2002. Since its launch, Maruti Suzuki has sold 8.8 lakh units of
the car in India and exported 5.5 lakh units to various countries.
In 2006, the WagonR got a facelift and the new WagonR Duo, which could run
on LPG apart from petrol, was launched. The new WagonR, also known as “The Blue-
Eyed Boy” has got lot of improvements such as new features along with a new dynamic
look. Right from the new K-series engine to stylish new interiors, Maruti Suzuki has done
everything to impress the Indian crowd.
The new Maruti Suzuki WagonR is available in a range of attractive colours
including superior white, midnight black, baker's chocolate, breeze blue, and fire brick
red, silky silver and glistening grey.
Powertrain and Performance
The all new WagonR comes in four variants, the LX, LXi, the high-end VXi and a
CNG variant. The new car gets its power from a 998cc three-cylinder K10B engine and
this engine is coupled by a 5-speed manual transmission that provides smooth maneuvering
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of the car. The BS IV compliant engine can stir up 67 bhp at 6200 rpm and a maximum
torque of 90 Nm at 3900 rpm. The new WagonR is economical and its performance is out
of this world with a mileage of 18 kmpl.
Build and Styling
The new WagonR with a bold and aggressive stance looks more muscular when
judged against its predecessor. It has a fresher and curvier look, the V-character line
amplifying the car's athletic personality. The bigger and sweeping headlamps sparkle
with the blue tint giving the car the feel of a superstar. The sloping roof, extra-wide
bumpers broadening towards the corners and the blazing fenders only add to the agile
looks of the blue-eyed boy.
The new WagonR comes as a big-hearted package with roomy interiors. The dual-tone
interiors offer a soothing ambience with the 3-D fabric seats with 60:40 split rear seats.
Silver accentuation all around is a treat to the eye. The new tilt steering wheel, ergonomic
gear knob and the new speedometer design make driving less tiresome and keep the
driver yearning for more and longer drives. The new WagonR has the best-in-class wheel
base of 2400 mm which is over 40 mm more than the original WagonR. The legroom too
is extremely generous compared to the rest in the segment. The 240mm front seats offer a
warm welcome to even tall users. The headroom is grand.
The car is eco-friendly with a utility basket just below the co-driver's seat making
it loud and clear 'while I am here, do not throw waste out of the car'. There is a front door
map pocket and soft inserts on the floor console to safeguard the cell-phone camera unit
add a pinch of grace to the interiors.
The electrical outside rear view mirror (ORVM) offers great visibility. Keyless
entry and foldable assist-grips are added features that the new WagonR sports. A new
HVAC unit providing a temperature reduction of four degrees than the existing model
comes in the face- lifted version of the WagonR.
The new WagonR comes swarmed with safety features. The high-end variant
includes ABS & dual airbags, rear defogger, wiper & washer, driver seat belt indicator
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and the immobiliser i-CATS (intelligent Computerised Anti-Theft system) security
system take care of car, driver and passenger safety.
The reasons stated by customers of Maruti Suzuki for purchasing WagonR are:
loaded with state-of-art technology, modern and curvier looks, bigger and sweeping
headlamps with the blue tint, remote keyless entry, ergonomic gear knob, and extremely
spacious interiors.
The problems with WagonR are: that they are available only in petrol variants.
ABS and dual airbags are present only in the high-end variant.
3.6.2.6 Maruti Suzuki Swift (Launched in 2005)
With cutting edge technological features, 'Swift' was created with Japanese technology
and European styling and the result was an innovative, sporty and elegant design.
Keeping in mind Indian roads, the suspension was modified and good ground
clearance was provided. A 2005 debutante, Maruti Suzuki Swift has won many awards
including 'the car of the year,' from various motoring associations like Overdrive, CNBC
Autocar and BBC-Top Gear, for its comfort, safety features and concept car like styling.
The Swift is available in five versions in both BS III and BS IV compliant: LXi, VXi,
ZXi (petrol), and LDi and VDi (diesel). Now it has included VI BS IV the Swift One
Million Edition as a new petrol variant.
Powertrain and Performance
Peppy in traffic and smooth on the highway, the Swift with its 5-speed manual
transmission offers a comfortable ride. Powering the Swift is the 1.3L engine that
generates 87 bhp at 6,000 rpm and 113 Nm of torque at 4,500 rpm, contributing to a
smooth ride. It is really 'swift' in performance; it sprints from 0-100 kmph in just 10 seconds
and clocks a maximum speed of 160 kmph. Swift runs 11 kmpl in city conditions and 13 km
on highway.
The all-new diesel comes with the latest CRDi fuel injection system. The turbo-
charged 1.3L makes 75 bhp at 4,000 rpm and 190 Nm of torque at 2,000 rpm. The low
reviving engine needs fewer downshifts in city conditions as there is ample power at low
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rpm. There are six computers on board for engine management system, electronic power
steering, automatic climate control, anti-lock braking system, central locking and airbag
deployment.
Build and Styling
Swift comes in striking colours such as solid bright red, metallic garnet orange,
pearl metallic arctic white, metallic ozone blue, metallic silky silver, metallic iridium
gold, metallic azure grey and metallic midnight black.
As for the comfort, the Swift is fitted with front and rear electric windows.
The central door locking facility is available only for the VXi and ZXi variants. All the
three trims come equipped with 3-spoke urethane steering wheel. The high-end Swift
comes fully loaded with added safety features and accessories including automatic
climate control, driver seat height adjuster, and 12V accessory socket in the luggage area,
electromagnetic type tailgate opener, rear window wiper and de-mister, dual front
airbags, Anti-lock Braking System (ABS) with Electronic Brake-force Distribution
(EBD), keyless entry and seatbelt pre-tensioners. Standard features on the base model
include power steering, air-conditioning, brake assist, seat-belts for all seating positions,
child lock on rear doors and side impact beams.
The customers of Swift cars listed that the following are the reasons for purchasing it.
The reasons are: dynamic European styling, six on-board computers, latest diesel technology,
cute and cheeky looks, excellent driving manners, stiffened suspension for Indian roads.
The problem with the Swift is its Petrol engine demands more refinement.
3.6.2.7. Maruti Suzuki Estilo (Launched in 2009)
Maruti Suzuki Zen Estilo has been redesigned and more than a decade old brand
name Zen has been pushed into history and renamed as Maruti Suzuki Estilo. The new
Maruti Suzuki Estilo has been redesigned to suit the Indian taste.
The new Maruti Suzuki Estilo rolls out in four variants -- LXi, VXi, ZXi and
CNG variants. All the variants are powered by 1.1L K-Series 3 cylinder engine mated
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with Bharat IV compliant. The top-end model comes with optional safety features like
Anti-lock Braking System (ABS), airbags and alloy wheels.
Powertrain and Performance
The Estilo is powered by the A-Star's 1.0 L K-Series 3-cylinder engine. Power is
transferred to the front wheels by a 5-speed manual transmission. The Estilo has enough
sprinting power in the second and the third gears; in the third gear, it reaches a maximum
of 100 kmph. The fourth and the fifth gears stabilise speed. The Estilo clocks 60 kmph in
just 6 seconds and manages 100 kmph in 16 seconds, an all-time better than its stable
mate WagonR.
Build and Styling
The new Estilo is a smart, elegant and contemporary car. It is carved on the
Monoform Aerodynamic Design that allows it to cut through air current. The tall boy
stance creates some drag but that seems to be minimal.
The exterior styling combines drop-gorgeous front fascia that is stunning and has
sleek lines. The car has been designed keeping in view the latest trends. The New Estilo
boasts elegant head lamps, larger bumpers with built-in fog lamps. The tail lamp cluster
is an excellent design, making good use of curves, lines and space. The B and C-pillars
have given a black shade, and look sporty and go well with tinted glasses. Moreover, the
body-coloured door handles and the exterior rear view mirror highlight the style of the car.
The interiors are just not Maruti Suzuki type; they are quite upscale and plush.
The dual-toned dash imparts the impression of a luxurious sedan. The instrument cluster,
the AC and the music system on the console are properly placed, adding convenience.
The seats are ergonomically designed with shoulder support and adjustable head restraints
for comfort. The design offers enough headroom and legroom. The Estilo has minimal
standard features such as power windows, power steering, power controls, body-coloured
bumper, tachometer, remote keyless entry, power rear door opener, electric mirror adjuster
and rear door defogger.
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The customers of Estilo cars listed that the following are the reasons for
purchasing it: acceleration upscale, roomy interiors, colour range, drop dead gorgeous
styling, powerful engine for its class, pricing.
The problem with the Estilo is that its transmission is not satisfactory.
3.6.2.8 Maruti Suzuki SX4 (Launched in 2007)
Maruti Suzuki SX4 was launched in 2007. The SX4 is the second international
offering from Maruti Suzuki. The SX4 is being touted as the tallest, widest, and broadest
sedan in its class. It is available in nine variants the main variants are VXi, ZXi, VXi
CNG and diesel variants.
Powertrain and Performance
All the SX4 variants derive power from a contemporary and economical 1.6-litre
In-line 4 VVT petrol engine that can generate a power of 103 bhp@5600 rpm and
145 Nm of torque @4,100 rpm and CNG pumps out to 85.8 bhp@5600 rpm and torque
of 122 Nm@4000 rpm whereas 1.3-litre In-line 4 VGT diesel engine pumps out to
88.7 bhp@4000 rpm and torque of 200 Nm@1750 rpm.
The VXi, ZXi, VXi CNG and diesel variants are maneuvered by a highly
responsive electronic power steering and are mated to a smooth shifting 5-speed manual
transmission. On the other hand, the ZXi BS IV AT and ZXi BS IV Leather AT are
paired with a 4-speed automatic transmission gearbox.
Ventilated disc brakes in the front and drum brakes in the rear provide sharp
stopping power to the SX4 and minimise its stopping distance. All the versions of the
ZXi come with Anti-lock Braking System (ABS) that makes one‟s command of the car
safe on highways.
A ground clearance of 170 mm and 180 mm endows the new SX4 VXi and ZXi
versions respectively to be driven on all kinds of roads without any worry of its floor
being damaged. With a turning radius of 5.3 metres, SX4 can be driven, turned, or swerved
in narrow lanes without any hitch.
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The VXi stands on 195/65 R15 tubeless tyres while the ZXi is propped on 205/60
R16 tubeless tyres. The fuel tank of both the variants can hold a maximum of 50 litres.
Build and Styling
Influenced by the latest European design trends, the new SX4 boasts of a trapezium
form, with wide treads and large wheels. Measuring 4,490 mm in length and 1,735 mm in
width, the new SX4 looks imposing. Arched fenders further add to its athletic and
muscular stance. At the rear, the SX4 has got a large tail gate with a multi-faced tail light
cluster and rear bumper that improves its expediency. All the nine variants come with
body-coloured bumpers, rear fog lamps, electrically adjustable outside mirrors, and a
glass antenna.
With a wheelbase measuring 2,500 mm and a high roof-line, SX4 offers roomy
and comfortable interiors. The VXi comes with a manual air-conditioner while a single-
zone auto air-conditioner maintains temperature in the ZXi. The ZXi is also equipped
with a driver‟s seat height adjuster, a feature absent from the VXi.
The customers of SX4 cars state the following are the reasons for purchasing it:
The reasons are: BS IV compliant 1.6L VVT petrol, CNG and 1.3L VGT Diesel engine,
Choice of nine variants, Comes loaded with features at competitive price, Influenced by
European styling, Comfortable interiors, Low running costs.
The problems problem with SX4 is its rear styling is not very attractive and has to
be further improved.
3.6.2.9 Maruti Suzuki Swift DZire (Launched in 2008)
Maruti Suzuki has been reborn as a make with a portfolio of global models. With
the aging of Esteem, Maruti Suzuki scrapped the model from 2008 and has now
introduced the new Swift DZire sedan. Swift DZire is the sedan version of the famous
Swift hatchback and resembles its sibling in most aspects.
While designing the new sedan, Maruti Suzuki has made an effort to retain the
original overall design theme of the Swift hatchback. But the rear of the car is a complete
deviation from the Swift and resembles the recently launched Maruti Suzuki SX4 Sedan.
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Swift DZire which comes in both BS III and BS IV compliant has six variants -
LXi, VXi, and ZXi and LDi, VDi, and ZDi. The trims are packed with upscale
accessories, quality interior materials and safety features that are the first for the segment.
Powertrain and Performance
The DZire provides a choice of the same two engines available on the hatchback
version of the Swift. The petrol engine is a 1298cc 16-valve In-line 4 that delivers
83.8 bhp@6000 rpm and a maximum torque of 113 Nm@4500 rpm. The diesel variants
get a 1248cc turbocharged DDiS engine that generates 73.9 bhp@4000 rpm and a
maximum torque of 190 Nm@2000 rpm.
Swift DZire variants have lower kerb weight in their class with petrol variants
ranging from 1010-1035 kg and diesel variants ranging from 1090-1115 kg. The lower
kerb weight advantage translates to a good performance of the car. The gearbox is slick
and the clutch is smooth. This makes driving the car a pleasure.
Build and Styling
Swift DZire retains the cheeky appeal of its hatchback sibling with a more premium
look. Though the front fascia looks almost the same as the hatchback, it has got a flashy
chrome grille and slightly sharper design headlamps.
The DZire's back is entirely different from the hatchback. The trunk lid is raised
and has a lip that merges with the shoulder line of the car. A thick chrome garnish on the
top of the rear number plate attempts to offset the heaviness of the oversized trunk lid.
The car's interior has a luxurious look and feel with the use of good materials. The steering
wheel is the same unit that is offered with the Swift and SX4.
Compared to the hatchback, the most notable changes in the sedan are in the top-
end variants that now come with standard steering mounted controls for the music
system, and the new music system has been well integrated into the dashboard to add a
lot of charm. The DZire also has a comfortable seating position for rear occupants
compared to the Swift hatchback.
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The VXi, ZXi, VDi, and ZDi come with quality fittings like integrated audio
system, tachometer, and convenience features such as audible headlights-on reminder,
centre and front cabin lights, vanity mirror, rear seat centre armrest, and front electric
power windows. The top-end ZXi and ZDi variants are equipped with more upscale
features like front airbags, ABS with EBD brake assist, rear window defogger, adjustable
tilt steering, and automatic climate control.
The reasons the customers of Swift DZire cars list for purchasing them are: striking
chrome grille, climate control, generous trunk, handling, interior materials, and price.
The problems with Swift DZire are its rear legroom, difficult reverse driving,
substandard music player which has not even a pen drive provision for playback.
3.6.2.10 Maruti Suzuki A-Star (Launched in 2008)
The scintillating A-star is made in India for the global market to meet European
standards. It shines above all with its brilliant styling, superior engineering, excellent
performance, and unmatched fuel efficiency. It is designed to meet the 'end of life vehicle'
(ELV) specifications according to which the car components are up to 85% recyclable.
Powertrain and Performance
Maruti Suzuki A-star is the first car from Maruti Suzuki fitted with the latest
invention in engine technology, the new generation KB Series engine. Powered with the
K10B engine, the car is cautiously designed to meet the present as well as future emission
norms in India as well as overseas. In the present scenario, the car's engine is in compliance
with the BS-III emission norms. In India, the car is available in three variants, LXi, VXi,
and the top-end version ZXi.
The innovative and powerful KB engine in the A-star churns out 66 bhp @ 6200 rpm
and a torque of 90 Nm @ 3500 rpm. The engine is mated with a 5-speed manual and
automatic transmission.
This new A-Star is designed keeping in mind Indian road conditions and
aspirations of Indian consumers. With a turning radius of 4.5 metres and a ground clearance
of 170 mm, the A-star boasts of an improved performance and high acceleration.
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The McPherson strut and coil spring front suspension and an independent trailing link at
the rear helps in precise road handling and enhances riding comfort.
Build and Styling
Artistically crafted with detail, precision and wild imagination, Maruti Suzuki A-
star delivers impressive aesthetics. The brilliant aerodynamic design along with a host of
appealing features like sweeping expressive lamps, comet shaped tail lamps, striking
bumper, and a wide sporty grille with good engine ventilation adds to the exciting
impression of the car exterior.
Coming to A-star's interior, it is a blend of modernity and ethnicity. A peep into the
car will make one to rejoice in the world of technology, advancement, and innovations.
The interior holds a well-carved aero-dashboard with an integrated car audio system with
AUX-in facility. An impressive instrumentation with a smart tacho pod, digital trip
meter, odometer, fuel gauge, and clock adds to the engaging ambience of the car.
Some of the best safety features in the car include the high rigid body structure,
crushable structure energy dispersing frame, airbags, and anti-lock brakes. The crushable
structure of the car is attributed to a new concept known as Total Effective Control
Technology (TECT) concept. According to this concept, the structure of the car absorbs
impact energy away from the car passengers in case of collisions.
The features of A-Star that attracted its customers are: KB series engine, Penta
drive, ELV specifications, aerodynamic design, good engine ventilation and excellent
fuel efficiency.
As per the opinion of its customers the problems with A-Star car are: that there is
no diesel variant and that LPG cannot be used as fuel for K series engine.
3.6.2.11 Maruti Suzuki Ritz (Launched in 2009)
Maruti Suzuki Ritz is the fifth global car of the company after the launch of the
Swift, Grand Vitara, SX4, and the A-Star. The car is based on an all-new platform and marks
a new benchmark in the small car industry. The highlight of the car is the revolutionary
K12M that is BS-IV compliant engine. The introduction of this new K-series engine in
the Ritz makes the car India's first BS-IV compliant passenger car.
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Powertrain and Performance
Maruti Suzuki Ritz is available in 9 variants: five in petrol and four in diesel
including Limited Edition Genus BS IV variants. The petrol variants of the car are
powered by a responsive 1.2-litre K12M engine that generates 83.8 bhp and the diesel
variants of the car are powered by 1.3-litre common rail multi-jet diesel engine that
churns out a maximum power of 73.9 bhp.
The new K12M engine uses plastic parts, shortened piston skirts, and raisin
coatings on the piston to keep the weight of the engine low and also maintain low noise,
vibration and harshness (NVH). Moreover, the engine also carries a very high grade
engine oil, high-tech spark plugs, plastic intake manifold, and DOHC camshaft. Lightweight
petrol engine along with the advanced Smart Distributor Less Ignition System ensures
impressive fuel efficiency. Smart Distributor Less Ignition is an innovation that ensures
superior atomization to offer uniform and optimised combustion. This further helps to
improve the engine's performance. The diesel engine with 1.3-litre capacity is sourced
from Fiat and modified to comply with the forthcoming emission norms. It also offers
better drivability and diesel performance.
Build and Styling
Smartly designed Maruti Suzuki Ritz showcases a clean, bold, and stylish structure
that is completely different from the traditional Maruti Suzuki's design. The new designing
concept with the smartly shaped headlights, gently rising nose, sloping roofline, and
Suzuki brand emblem placed in the centre of the trapezoidal grille give the car glamorous
looks. Short overhangs and vertical tailgate create a compact appearance.
The interior of the car is spacious and packed with a host of functional features.
The car's seating is ergonomically designed with the rear seats higher than the front seats
so that all passengers can enjoy a good view. The stylish dashboard with coloured
surface, well-designed instrumentation, metallic silver border on the centre console, and a
stylish cockpit reflect a fresh ambience. Moreover, a digital liquid crystal display is
positioned in the lower half of the speedometer to provide better and clear information to
the driver.
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The customers of Alto Ritz cars purchasing them for the following: India's First
BS-IV compliant passenger car, revolutionary k12m engine, Maruti Suzuki‟s fifth global car,
smart distributor less ignition, digital liquid crystal display and impressive fuel efficiency.
The problem with Ritz is that automatic transmission is not available.
3.6.2.12 Maruti Suzuki Alto K10 (Launched in 2010)
Maruti Suzuki Alto K10 is equipped with the latest offering from the company,
the K-Series engine. The new Alto K10, which is BS-IV, E-10 and ELV compliant, is
available in four variants-the LXi and the VXi including metallic.
The new Alto K10, with its potent engine and sturdy built, is just right for the
Indian roads. The low maintenance and highly fuel efficient car will be just perfect for
the average Indian working class. The new Alto K10 will be available in six colours i.e.
sunlight copper, fire brick red, ecru beige, midnight black, superior white and silky silver.
Powertrain and Performance
The new engine embedded in the A-star, Wagon-R, and Estilo has already been
well accepted by Indian consumers. The 998 cc K-Series engine now finally makes it into
the Alto K10 as well.
The K10's advanced fuel efficient three-cylinder engine spews out 67 bhp at 6200 rpm
and delivers a peak torque of 90 Nm at 3500 rpm. The car can leap from a standstill to
100 kmph in merely 13.3 seconds. Unlike the earlier Alto's Lever Shift Mechanism, the
998 cc K-Series engine has been coupled with a 5-Speed Manual Transmission with
Cable Gear Shift.
The stiff suspension soaks up bumps like a pro and brakes are highly responsive
too. The front suspension has a McPherson Strut with torsion type roll control device,
while the rear sports coil spring gas-filled shock absorbers with three link rigid axle and
isolated trailing arms. A taut chassis gives the Alto K10 its fabulous driving character.
The Alto K10 is BS-IV, E-10 and ELV compliant.
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Build and Styling
Alto K10 has been upgraded inside and out with new headlamps, a fresh radiator
grille and enhanced interiors. Ritzy fog lamps are something extra one gets to behold in
the new Alto model. However, though the car has been stretched in length to incorporate
the new engine, the wheelbase remains the same. Tinted glasses make a special
appearance in the car. Alto K10 has ample ground clearance of 160 mm and it finds no
difficulty in quick turns and maneuvers. It has a turning radius of 4.6 metre.
The interiors show off a dual-tone finish and a new racy instrument cluster with
tachometer, an amber-illuminated speedometer, an electronic trip meter and a remote fuel
lid opener. Maruti Suzuki has enhanced features in this new Alto K10. The K10 comes
with a stylish 3-spoke collapsible steering column further making the driver's life easy.
Power steering, internally adjustable ORVM, power windows for front passengers,
stylish gear knob, remote boot opener and accessory socket come standard in the Alto K10.
The car also finally gets its Central Locking System. Build quality has been enhanced and
there's decent storage space with convenient cup holders, twin glove boxes and door
pockets. Cargo space is plentiful too.
The reasons the customers of Alto K10 cars list for purchasing them include
phenomenal fuel economy, tight turning radius, responsive steering, stylish collapsible 3-
spoke steering Colum, attractive cost of ownership and modish new interiors.
The problems with Alto K10 are that its exterior look is not very attractive and
has to be further enhanced, and that LPG cannot be used as fuel for K series engine.
3.6.2.13 Maruti Suzuki Eeco (Launched in 2010)
Maruti Suzuki introduced the Versa in October 2001. Maruti Suzuki replaced the
Versa with the Eeco which was rolled out at the 2010 Auto Expo. Maruti Suzuki Eeco
comes loaded with plenty of features to give a tough competition to the other cars in its
segment. The Eeco is specifically designed for Indian families and Indian roads.
The Eeco is a five-door, C segment vehicle which is a perfect blend of style and
substance. With an option for 5 and 7 seats, the Eeco comes in three variants in metallic
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and non-metallic. Moreover, these three variants come in an exciting selection of six
colours, namely, superior white, bright red, silky silver, blue blaze, midnight black and
glistening grey.
Powertrain & Performance
The four variants of the Eeco are 5STR STD, 5STR A/C, 7STR STD and 5-STR
A/C CNG. The 5STR STD and the 5STR A/C and 5-STR A/C CNG are 5-seaters, while
7STR STD has three rows of seats to accommodate seven persons. All the three variants
are strapped with a new, powerful and highly fuel efficient 1196 cc engine. The engine
can deliver 73 bhp of power @6000rpm and a torque of 101Nm@3000rpm. Moreover,
the 1.2-litre engine is mated to rear drive 5-speed manual gearbox with Diagonal Shift
Assistance (DSA) technology for smoother gear changing. The Eeco gives an average
fuel efficiency of 15.1 km/l while meeting BS-IV emission norms.
Build and Styling
Having been specially designed for India, the Eeco has a superior suspension
which allows for a smooth and comfortable ride on rough Indian roads. Equipped with
fully-tuned McPherson-strut suspension on the front and 3-link rigid suspension on the
rear, the Eeco offers the best driving comfort. The system eases diagonal motion and
allows for a gear change without any break in the continuity of the action, thereby
improving the gear shift feeling.
The exterior body of the Eeco continues the long standing Maruti Suzuki tradition
of combining functional design with spacious volume. Trendy and contemporary body
graphics adorn the sides of the MPV giving it an appealing look.
The dual tone interiors in the shades of beige and grey provide a rich and spacious
feeling. The Eeco come with an outstanding ergonomic layout with ample legroom and
headroom at the front and rear for passengers, apart from providing a comfortable driving
position. The presence of sliding doors eases entry and exit for passengers even in
congested road conditions. The Eeco 5STR A/C comes with an air-conditioning option to
combat the extreme climatic condition in the country. These features make the Eeco the
most suitable vehicle for large Indian families that want a car for both - work and family
outings and fun together.
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The customers of the Eeco purchasing it for the following reasons: fuel-efficient, value
for money, BS-IV compliant, sliding driver seat, dual tone styling, clear lens headlamps.
The problem with the Eeco is that its exterior is not very attractive and has a boxy look.
3.6.3 Imported cars
Maruti Suzuki imports the following cars from Japan.
3.6.3.1 Gran Vitara (Launched in 2007)
Grand Vitara known by many different names in different countries was introduced
in other countries way back in 1989, but it arrived in India 18 years later after its initial
launch in the world market. However, it is not being manufactured in India; instead it is
imported from the Suzuki's plant in Japan.
Powertrain and Performance
Grand Vitara is available in an all-time four-mode 4-wheel drive (4WD) configuration:
4 High for normal driving, 4 High Lock for medium off-roading, 4 Low Lock, for when
the vehicle is stuck in mud, sand, or snow, and Neutral for the vehicle being towed.
Grand Vitara is powered by a 163.5 bhp 2.4-liter VVT petrol engine, which
replaces the 119 bhp 2.0-litre, I-4 cylinder engine in the older version. It may be linked to
either a 5-speed manual transmission or 4-speed automatic transmission, depending upon
the variant.
The hard, prompt responses are provided by power-assisted hydraulic rack and pinion
steering. It rides on McPherson strut front suspension and multi-link rear suspension, which
soak up the impact of bumps and road irregularities, thereby giving a smooth ride.
Build and Styling
For the new Grand Vitara, the front fascia is marked by a big body-coloured
bumper, a wide grille with the company's insignia in the middle and distinct multi-reflector,
halogen projector headlamps. The car rides royally on a 17-inch alloy against 16-inch for
the older model.
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The electrically-adjustable outside door mirrors and a rear window demister are
the standard features. Grand Vitara also features 2-speed, variable intermittent wiper and
washer in the front and 1-speed intermittent wiper and washer in the rear.
Grand Vitara has a spacious and stylish interior. The height of the driver's seat can
be adjusted, and it features a reclining rear seat, which can be folded in the ratio of 60:40.
All seats are fabric-trimmed and the rear seat has a centre armrest.
The comfort of passengers is given a prime importance with green tinted glass to protect
from heat and harmful ultraviolet rays. It also offers automatic climate control, and standard
features such as central door locking, power windows, and remote controlled door locks.
Grand Vitara gets all new features like Multi Information Display (MID) and
centre speaker mounted on the dash board along with a 6-CD changer. A gear position
indicator is exclusive to the automatic transmission variant. With rear seatback raised, the
Grand Vitara's maximum boot capacity is 398 litres, which can be expanded to 758 litres
by tumble-folding the rear seatback.
Grand Vitara features new rear disc brakes which add to the overall Suzuki Safety
System. Other features enhancing safety to passengers are front and rear side impact door
beams, a head impact protection structure, a Supplemental Restraint System (SRS), front
dual airbags, an anti-lock braking system (ABS) with electronic brake-force distribution
(EBD), brake assist, 3-point emergency locking retractor (ELR) seatbelts with pre-tensioners,
force limiter and height adjusters in the front and 3-point ELR seatbelts in the rear,
ISO FIX child-seat anchorages, child-proof rear door locks, and an engine immobiliser.
The attractive features of Grand Vitara are: more powerful engine, all-time four-
mode 4WD system, loaded with safety features, stylish interiors, impressive driving
dynamics, and smooth ride.
The limitation of Grand Vitara is it that is available only in petrol version.
3.6.3.2 Kizashi (Launched in 2011)
Suzuki Kizashi concept was first unveiled at the 2007 Frankfurt Motor Show. The luxury
car from the Japanese car maker is a harmonious amalgamation of cabin spaciousness,
beautiful styling, dynamic character and a very passionate handling.
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Maruti Suzuki Kizashi is available in a single petrol engine variant with two
transmission options: a 6 speed manual and a continuous variable transmission with
paddle shift system. The range of colour options available for Maruti Suzuki Kizashi is
snow white pearl, super black pearl and premium silver metallic.
Powertrain and Performance
Maruti Suzuki Kizashi is launched in India with the same engine specifications,
which are used in Japan and the US. The car is equipped with a 2.4 litres, 4 cylinder
16 valve, J-Series DOHC engine. The powerful engine is capable of generating a maximum
power of 175 bhp at 6,500 rpm and a max torque of 230/4,000 Nm/rpm. The aluminium
pistons bring enhanced power and efficiency. Suzuki Kizashi is available in a single
petrol engine variant with two transmission options: a six speed manual and a Continuous
Variable Transmission, both with six forward ratios. The CVT has a paddle shift system
with hear selector paddles behind the steering wheel.
Maruti Suzuki Kizashi, boasts of sporty handling and control along with a very
perky acceleration. The premium sedan comes with a standard front wheel drive system.
While the manual gearbox Kizashi can do the 0-100 kmph stint in a matter of 7.8 seconds,
the Kizashi with the CVT can do the same in 8.8 seconds. The top speed of the manual
and the CVT Kizashi are 215 kmph and 205 kmph respectively.
The 2.4 litre engine of the Kizashi comes with the direct ignition system (DIS) for
powerful sparks directed to the plugs; this brings about ultimate fuel efficiency and
reduces CO2 emission. Maruti Suzuki Kizashi offers an overwhelming fuel efficiency of
12.53 kmpl (CVT) and 12.45 kmpl (6-speed MT). The Kizashi has a fuel tank capacity of
63 litres.
Build and Styling
The luxury sedan has a beautifully crafted exterior design which brings forth an
enchanting combo of European style and Japanese craftsmanship. It is a car that is tailored
for a driving enthusiast. The low-slung front of the car is sporty and elegant. The honeycomb
grille is complemented by jewel like projector headlamps.
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The body coloured rear view mirrors are electronically powered. Adding grace to
the car are the door handle bars that are also painted in body shade. The rear of the
Kizashi seems wider and more upswing. Similar to the headlamps, the tail light cluster is
big and bold and also houses rear parking assist and turn indicators. The car is fitted with
attractive 17 inches alloy wheels.
Maruti Suzuki Kizashi features a futuristic looking dashboard having a matt black
centre piece lined with silver edges sitting stylishly against the beige interior of the car.
The latest audio system consists of 7 speakers and CD/MP3 player along with integrated
Bluetooth and a USB port. Its smart Pass keyless entry and start system which allows the
automatic unlocking of the door and the engine start without keys.
The seats are covered in plush beige leather that looks very inviting. Additionally,
the driver's seat is 10 way adjustable with 3 position memory. The co-driver's seat is four-
way adjustable and also features an adjustable lumbar support. There are a plenty of
storage options with overhead console with sunglasses holder, cup and bottles holder
(four each) and centre console box. The rear seat has 60/40-split folding feature with
centre pass-through. The Kizashi has a big boot.
The attractive features of the Kizashi are: push button start - keyless start, dual
zone - automatic climate control, 10 way adjustable power driver seat, multi reflector
projector headlamps, dual exhaust pipe with finisher, anti-lock braking system (ABS)
with electronic brake force distribution (EBD), stylish and luxurious instrument panel.
The problem of the Kizashi is that it is not as dynamic as expected by the customers.
Along with the sale of the above mentioned cars the following add-on services are
provided by Maruti Suzuki.
3.7 Value added services provided by Maruti Suzuki
3.7.1 Maruti Suzuki Insurance
In 2002 Maruti Suzuki launched its vehicle insurance to its customers with the
help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal
Sundaram. The service was set up by the company with the inception of two subsidiaries:
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Maruti Suzuki Insurance Distributors Services Pvt. Ltd and Maruti Suzuki Insurance
Brokers Pvt. Limited.
3.7.2 Maruti Suzuki Finance
To promote its bottom line growth, Maruti Suzuki launched Maruti Suzuki
Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two
joint ventures- Citicorp Maruti Suzuki and Maruti Suzuki Countrywide-with Citi Group
and GE Countrywide respectively to assist its clients in securing loan. Maruti Suzuki tied
up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard
Chartered Bank, and Sundaram to start this venture including its strategic partners in car
finance. Again the company entered into a strategic partnership with SBI in March 2003.
Since March 2003, Maruti Suzuki has sold over 12,000 vehicles through SBI-Maruti
Suzuki Finance. SBI-Maruti Suzuki Finance is currently available in 166 cities across India.
Citicorp Maruti Suzuki Finance Limited is a joint venture between Citicorp
Finance India and Maruti Suzuki Udyog Limited. Its primary business stated by the
company is hire-purchase financing of Maruti Suzuki vehicles. Citi Finance India Limited is
a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware,
which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi Finance India
Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%. GE Capital,
HDFC and Maruti Suzuki came together in 1995 to form Maruti Suzuki Countrywide.
3.7.3 Maruti Suzuki True Value
Maruti Suzuki True service is offered by Maruti Suzuki to its customers. It is a
market place for used Maruti Suzuki vehicles. One can buy, sell or exchange used Maruti
Suzuki vehicles with the help of this service in India.
3.7.4 Maruti Genuine Accessories
Many of the auto component companies other than Maruti Suzuki started to offer
components and accessories that were compatible. This caused a serious threat and loss
of revenue to Maruti Suzuki. Maruti Suzuki started a new initiative under the brand name
Maruti Suzuki Genuine Accessories to offer accessories like alloy wheels, body cover,
carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These
products are sold through dealer outlets and authorised service stations throughout India.
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3.7.5 Maruti Suzuki Driving School
As part of its corporate social responsibility Maruti Suzuki launched Maruti
Suzuki Driving School in Delhi. Later the services were extended to other cities of India
as well. These schools are modeled on international standards, where learners go through
classroom and practical sessions. Many international practices like road behaviour and
attitudes are also taught in these schools. Before driving actual vehicles participants are
trained on simulators.
3.8 Sales and service network of Maruti Suzuki
The following table shows the expansion of countrywide network of Maruti
Suzuki during the year which ended on 31st March 2011:
Table No. 3.4
Number of sales and service network of Maruti Suzuki
Number of 31 March
2011
31 March
2010 Increase
Sales Outlets 933 802 131
Cities covered by sales network 666 555 111
Service Stations 2946 2740 206
Cities covered by service network 1395 1335 60
Maruti Suzuki Driving Schools 164 83 81
3.9 Manufacturing facilities
Maruti Suzuki has two state-of-the-art manufacturing facilities in India the Gurgaon
manufacturing facility and Manesar manufacturing facility. Both manufacturing facilities
have a combined production capacity of 1,250,000 vehicles annually.
3.9.1 Gurgaon Manufacturing Facility
The Gurgaon Manufacturing Facility has three fully integrated manufacturing
plants and is spread over 300 acres (1.2 km2). All three plants have an installed capacity
of 350,000 vehicles annually but productivity improvements have enabled it to manufacture
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700,000 vehicles annually. The Gurgaon Facilities also manufacture 240,000 K-Series
engines annually. The entire facility is equipped with more than 150 robots, out of which
71 have been developed in-house. The Gurgaon Facilities manufactures 800, Alto,
WagonR, Estilo, Omni, Gypsy and Eeco vehicles.
3.9.2 Manesar Manufacturing Facility
The Manesar Manufacturing Plant was inaugurated in February 2007 and is spread
over 600 acres (2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but
this was increased to 300,000 vehicles annually in October 2008. The production capacity
was further increased by 250,000 vehicles taking the total production capacity to 550,000
vehicles annually. The Manesar Plant produces A-star, Swift, Swift DZire and SX4 vehicles.
3.10 Awards and milestones of Maruti Suzuki
With the above facilities and opportunities Maruti Suzuki has reached the
following milestones:
Table No. 3.5
Awards and Milestones of Maruti Suzuki
Year Awards and Milestones
1986 All Indian Engineering Export Promotion Council (EEPC) Award
1987
All Indian Engineering Export Promotion Council (EEPC) Award
Excellent performance in Suzuki International QC circle competition
National Productivity Council (NPC) Award for best performance
Maruti Suzuki 800 and Omni accepted as taxi by Maharashtra government
1988 Indian National Suggestion Scheme Association (NSSAN) Award
All Indian Engineering Export Promotion Council (EEPC) Award
1989 First in CEI QC competition
Good housekeeping award by Haryana government
1990
All Indian Engineering Export Promotion Council (EEPC) Award
Red Cross Blood Donor award by Haryana government
Good housekeeping award
INSSAN award
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Year Awards and Milestones
1991
All Indian Engineering Export Promotion Council (EEPC) Award
Performance acknowledged by Economic Times and Howard Business School
Association of India
Corporate Performance award for best in public sector
1992 All Indian Engineering Export Promotion Council (EEPC) Award
1993
All Indian Engineering Export Promotion Council (EEPC) Award
NPC award
Runners up in Best Production Performance in Automobile industry
1994 National award for energy conservation
All Indian Engineering Export Promotion Council (EEPC) Award
1995
INSSAN award
ISO-9002 certificate
EXIM Star Trophy for outstanding export performance by JLN Port-Trust
1996 Certificate of significant Achievement under the CII Business Excellence Award
1997 National Export Award for excellence in exports in the Engineering Goods
Category (Motor vehicles, Auto spare parts and components)
1998 CII-EXIM award for Business Excellence
2000 No. 1 in Customer Satisfaction in JD Power survey
2001 No. 1 in Customer Satisfaction in JD Power survey
2002 No. 1 in Customer Satisfaction in JD Power survey
2003
No. 1 in Customer Satisfaction in JD Power survey
Mr Jagdish Khattar, MD was conferred the „Manager Entrepreneur of the year
2003‟ award by the consulting firm Ernst & Young
2004 No. 1 in Customer Satisfaction in JD Power survey
2005
JD Power IQS results for the year 2005:
Alto has retained No.1 rank in the compact segment – 2nd
time in a row
Esteem showed repeated performance and got Rank No.1 for third successive
year in Entry Midsize Segment
Swift comes at the top in the premium compact segment (new segment)
Maruti Suzuki was rated among the top three Corporate Image Monitor (CIM)
Study 2005, conducted by AC Neilson ORG-MARG
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Year Awards and Milestones
TNS Total Customer Satisfaction study declared Maruti Suzuki 800, Wagon R
and the Swift on top in their respective segments
October: No. 1 in Customer Satisfaction in JD Power survey
November: Maruti Suzuki 800 (Entry compact), Zen (1st) and Wagon R (2
nd)
(Premium compact) and Swift (Upper premium compact), Esteem (Entry midsize)
score top ranks in TNS Total Customer Satisfaction Survey 2005.
Baleno secured third position in midsize car category
2006
TNS study 2006: Bharat Petroleum and Maruti Suzuki India rank highest for
social responsibility
JD Power Asia Pacific have announced the results of the Initial Quality Study
(IQS) for the year 2006:
Compact segment: Maruti Suzuki top rank with Zen (previous model) followed
by Santro, Alto and Wagon R
Premium compact segment: Swift top rank followed by Hyundai Getz
Entry Midsize segment: Esteem at 2nd
rank
Awards and Accolades won by Swift:
BS Motoring car of the year
CNBC TV18 Auto car of the year
Overdrive car of the year
NDTV profit car India Automobile of the year
CNBC TV18 Auto car Best Design and Styling
CNBC TV18 Auto car Best Value for Money car
CNBC TV18 Auto car viewers‟ choice
NDTV profit car India Small car of the year
NDTV profit car India viewers‟ choice of the year
Apollo Tyres Top Design of the year 2006-cars
2007
January: The government of India awarded O Suzuki with the coveted Padma
Bhushan. Mr Suzuki and Suzuki Motor Corporation showed confidence in India
twenty five years ago, much before it became fashionable to invest in India.
Suzuki and Maruti Suzuki built a manufacturing base of component suppliers of dealers and service workshops across the country.
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Year Awards and Milestones
February: India‟s leading daily, the Economic Times and Avaya Global Connect
Limited has awarded Maruti Suzuki the „Avaya Global Connect-Customer
Responsiveness Awards 2006‟ in automotive category. The award is given to
those companies who not only invest in customer focus but also invent new
benchmarks.
Maruti Suzuki was conferred “Auto-monitor-car manufacturer of the year” award
March: Maruti Suzuki was ranked as India‟s most Respected Automobile
Company by the leading magazine Business World. Companies were rated on
innovativeness, quality and depth of management, finance performance, ethic and
transparency, quality of products/services, people practices and talent
management and global competitiveness.
June: Awarded the prestigious Golden Peacock Award for excellence in the field
of environment management in automobile sector.
“All India-Best Kaizen Competition” organised by CII – Maruti Suzuki gets the
first prize.
November: No. 1 in Customer Satisfaction in JD Power survey
Bagged prizes in the following categories:
India CSI award
India IQS-highest ranked model in the premium compact car segment (Swift)
India APEAL-highest ranked model in compact car segment (Zen-Estilo)
India APEAL-highest ranked model in premium compact car segment (Swift)
India APEAL-highest ranked model in mid-size car segment (SX4)
December: Corporate Social responsibility-Adopts three villages in Manesar
NDTV awards:
Won “Car Manufacturer of the year”
Mr Jagdish Khattar, for MD, received the „Next Gen Automotive Man of the year
award
The ICICI-NDTV Profit Viewer‟s Choice Awards was bagged by SX4 in the
midsize car segment
ET Avaya Global Connect Awards:
Maruti Suzuki bags the award for „Most Customer Responsive Company‟ in the
Automobile sector. The awards are instituted by Avaya Global Connect and the
Economic Times in association with EMST & Young and AC Nielson, Professor
M.Janakiraman of Indian Institute of Management, Lucknow, has designed the methodology.
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Year Awards and Milestones
CNBC Awards:
TV18 Auto Midsize car Award-SX4
TV18 Auto car value for money- SX4
TV18 Auto car Award for viewer‟s choice-SX4
TV18 Auto car Manufacturer Award-Maruti Suzuki
TV18 Auto car Man of the year Award- Mr Jagdish Khattar
2008 Auto Monitor Awards for 2007:
“Manufacturer of the year” (Passenger car category)
Young Achievers, a new category in the year 2008-Mr Rajesh Singh Gogu and
Mr Saurabh Singh were awarded for designing concept „A Star‟.
May: Excellent Partner award by Army on its Diamond Jubilee Celebration in
automobile category for the car supply under CSD scheme.
June:
Maruti Suzuki features among the world‟s 200 most reputed companies in the
Annual worlds‟ Most Reputed Company Survey-2008. Maruti Suzuki ranked at 17
th position in the passenger car sector. It finishes fourth globally.
In the TNS Corporate Reputation Index Maruti Suzuki stands fifth in the all India
rankings. In auto sector, it tops the ratings.
October:
No. 1 in Customer Satisfaction in JD Power survey
Maruti Suzuki 800 crosses twenty-five lakh mark
December:
Maruti Suzuki celebrates its Silver Jubilee
Maruti Suzuki launches National Road Safety Program
2009
January:
A Star bags Zigwheels Car of the year award
A Star rated best small car of the year-Autocar-UTVi
CNBC TV18 Overdrive awards:
Automotive technology of the year: newly launched K10 engine
Manufacturer of the year
Special commendation to the Indian Auto Industry: a tribute to MSILs Silver Jubilee.
MSIL adopts whistle Blower policy
MSIL signs MOU with Uttarakhand government to develop IDTR at Uttarakhand
MSIL signs MOU with Haryana government to develop two IDTRs at Haryana
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Year Awards and Milestones
February:
Swift reaches 3,00,000 milestone. It is the fastest car model to reach this
milestone. Launched in May 2005, the sporty car achieved this feat in only three
years and eight months. Online club called „Swift Life‟ for all Swift owners.
50th Maruti Suzuki Driving School unveils
May:
The Reputation Institute has completed its 2009 Global Reputation Pulse Study.
MSIL Global Reputation ranking up from 77 to 49 (all companies, all sectors). MSIL reputation ranking up from 4 to 3 (global car companies)
June:
MSIL won the Golden Peacock Award
2010
11th time in a row, the Company ranked highest in JD Power Asia Pacific 2010
India Customer Service Index (CSI) study
Ranked highest in JD Power Sales Satisfaction Index (SSI)
NASSCOM and CNBC TV 18 IT user award
CII/ITC Significant Achievement in Sustainability Award
Mobile Marketing Association (MMA) Asia Pacific and the Global Awards for its
digital campaign – „Sports Sponsorship goes mobile‟. The Company is the first advertiser from India to win this award
Ranked one in JD Power Initial Quality Study 2010 for its model - DZire
NHRDN (National HRD Network) Trailblazer Award 2010 for HRD Excellence
Car India Awards:
Best automobile manufacturer of the year 2010
“Hall of Fame” award for single handedly changing the face of Indian automobile industry
Alto ranked no. 1 in TNS four-wheeler Total Customer Satisfaction (TCS)
Study
2011
Business Standard India‟s Company of the year 2011 award
CNBC-TV18 award 2011 for Manufacturer of the year
Autocar awards 2011:
Compact car of the year 2011 –WagonR
Best variant of the year – Alto K10
JD Power Automotive Performance Execution and Layout (APEAL) study -
„DZire‟ was winner three times in a row.
Car of the year (COTY) award for „WagonR‟ at entry level mini car category.
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3.11 Problems faced by the customers of Maruti Suzuki
The problems faced by customers of Maruti Suzuki can be divided into three
categories; namely, problems with the physical features of Maruti Suzuki vehicle, problems
at the Maruti Suzuki dealer showroom and problems in service workshop of Maruti Suzuki.
The problems with the various models of vehicles of Maruti Suzuki cannot be
generalised. The twin common problems with Maruti Suzuki vehicles are that they are
not suitable for tall persons (except WagonR and Ritz) and their diesel versions are limited.
Hence the problems with the physical features of the vehicles have been taken up individually
and have been already discussed along with the description of Maruti Suzuki vehicles.
The problems faced by customers at the purchase point and service stations are
listed below:
3.11.1 Problems faced by customers during the purchase of a vehicle
1. The waiting period for Swift, Swift DZire and SX4 (Diesel version) cars was too long.
2. When the customers wanted to book for Swift and Swift DZire cars, they were
discouraged by sales person and compelled to book other vehicles.
3. Customers were indirectly discouraged by the sales person when they choose diesel
version cars.
4. Vehicles were not delivered at the promised time. Mainly customers who booked
Swift, Swift DZire and SX4 diesel cars made this complain.
5. No offer was given to Swift, Swift DZire and SX4 cars.
6. Test drive was not adequate.
7. The quantity of free fuel provided with cars at the time of delivery was inadequate.
8. The operations of the car were not clearly explained at the time of delivery.
9. Customers were not given a test drive of the purchased vehicle before delivery.
10. The cleanliness of the car at the time of delivery is not satisfactory.
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11. There were mistakes in the name or address of the customer or the financier in the RC
book. This is due to the carelessness of dealer employees in filling up forms.
12. The details of registration fee and insurance fee were not explained in detail.
13. Customers were compelled to take up the extended warranty.
14. The cost of basic accessories supplied was not explained in detail in advance.
15. The knowledge of the salesman was inadequate.
16. Time spent by the salesman before the purchase of a car was satisfactory, but the time
spent by the salesman during the delivery of the vehicle was not satisfactory.
3.11.2 Problems faced by customers during the servicing of a vehicle
1. Customers were not attended by the service personnel whenever they took their
vehicle to the service station. This was mainly due to the scarcity of the service personnel
when compared to the number of customer‟s turn-up for servicing. The position was
still worse during the week ends.
2. The space for accommodating vehicles is not sufficient in some of the workshops.
The vehicles were parked under the hot sun without necessary protection. As a result,
vehicles were prone to scratches and damages due to the vandalism of passers-by.
3. Customers have the doubt about the cleanliness of the refilling of engine oil. They said at
several occasions they found dust in the oil cane which is used for refilling. Eventhough
the oil barrel was dust-free and the oil cane with dust might damage the engine.
4. The replacement of spare parts was not transparent.
5. Customers feared that their spare parts might be stolen or replaced with old spare parts.
6. When vehicles were taken for free services (I, II and III free services) the service
persons at the receiving point ticked in the check list (Free Inspection Coupon) even
without looking at the problems of the vehicle.
7. Vehicles were not serviced properly right at the first time.
8. Customers complained that the internet facility was not available in the customer
waiting area.
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9. Customers complained have never been provided with any loaner Maruti Suzuki
vehicle if their vehicle was retained for more than 24 hours for warranty repair at a
workshop.
10. Customers were not provided with transportation for dropping and picking them from
the nearest convenient location.
11. Some service persons did not understand the nature of the problems of the vehicle.
12. Some of the customers respond that they are not satisfied with the quality of water
service when compared with the quality of water service done in the private water
service stations. The under-body cleaning is not properly done. Due to the large
number of vehicles waiting in a queue, the service persons are compelled to speed up
their washing. This leads to an inferior quality of water service.
13. Because of haste in water servicing the clothes which are used for wiping the vehicle
body are not rinsed properly. The clothes which acquire sand particles while servicing
a vehicle leads to scratches in the vehicle body of other vehicles too. It can be seen
even in new vehicles coming for the first free service, which get scratched due to this
problem.
14. The persons who operate vehicles during water service do not have a driving license
and do not have proper driving skills. In some service stations the place of water
servicing is narrow and congested. The water servicing persons who do not have
proper driving skills handle vehicles roughly and drive them through a narrow path.
This causes damages to vehicles. The customers who own a new vehicle get frustrated
seeing their fresh cars handled roughly.
15. While performing the service, customers are asked to sign in an undertaking that
services are done at the risk of them. This causes a sense of insecurity in the mind of
customers while their vehicles are being serviced. Customers also feel that they
should not be penalised at the cost of negligence and carelessness of service persons.
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3.12 Future challenges ahead of Maruti Suzuki
Maruti Suzuki has always been identified as a traditional carmaker producing
value-for-money cars, and now the biggest hurdle Maruti Suzuki is facing is to shed this
image. Maruti Suzuki wants to change it for a more aggressive image. Maruti Suzuki
Baleno has failed due to one of the major reasons being that customers could not identify
Maruti Suzuki with a car as sophisticated as Maruti Suzuki Baleno. Maruti Suzuki is
looking forward to bringing about a perception change about the company and its cars.
Maruti Suzuki started the exercise with the new-look Zen, and Suzuki's decision to pick
India as one of the first markets for this radically different-looking car gave this
endeavour a new thrust. Maruti Suzuki has also changed its logo at the front grill. It has
replaced the traditional Maruti Suzuki logo on grill „stylish „M‟ with S‟. The major thrust
in the facelift endeavour is with the launch of 1.3 litre Swift. It‟s a style statement from
Maruti Suzuki to Indian market.
The next threat Maruti Suzuki faces is the growing competition in compact cars.
Companies like Toyota, Ford, Honda and Fiat have come with small segment cars. Ford has
launched Focus and Fiesta; General Motors, Aveo in 2006; Chevrolet, Spark in 2006;
Hyundai, its new compact car in 2006; Honda, Jazz in 2006, General Motors has reduced the
prices of its Corsa, Fiat has come up with Panda and new Fiat Palio. Skoda has launched
Fabia. This competition poses a major threat to Maruti Suzuki leadership in compact cars.
New emission norms like Bharat Stage 3 which has come into effect from April
2005 have increased car prices by Rs.20000 and Bharat Stage 4 has come into force in
2007 has contributed in increasing car prices further. This could be of serious concern to
Maruti Suzuki which is a low-cost provider of passenger cars.
Rise in petrol prices and growing popularity of other substitute fuels like
Compressed Natural Gas (CNG) will be another threat to Maruti Suzuki. There is also a
threat to Suzuki from R&D investment by Toyota and Honda in Hybrid cars. Hybrid cars
could run on both petrol and gaseous fuels.
There is a threat to Maruti Suzuki models ageing. Maruti Suzuki models like
Maruti Suzuki 800 which is in market for the last twenty years and others like Zen and
Esteem which have also entered the decline phase are the other threats. Maruti Suzuki is
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planning phased out Zen in 2007 and there were rumours of phasing out Maruti Suzuki
800 also. This all makes Suzuki to replace these brands with new launches. As Swift and
WagonR are replacing the Zen market, Maruti Suzuki will have to keep on making
modifications in its present models or else its models will face extinction.
3.13 Conclusion
The background knowledge gathered from the review of literature and the
understanding from the presentation of the overview of car industry in general and the
Indian automobile industry in particular helped the researcher understand the data
collected and analyse and interpret them empirically. The presentation of the analyses
and the interpretation of the data collected from the customers of Maruti Suzuki in
Coimbatore district is made in the next chapter.
