History of Hero Hondahhhhh

8/12/2019 History of Hero Hondahhhhh

1/64

A

SUMMER TRAINING REPORT

ON

CUSTOMER SATISFACTION DEFINED

At

Submitted to

Jiwaji unie!"it# Gwa$io!

Fo! T%e Pa!tia$ Fu$&i$$ment o&

Ma"te! o& 'u"ine"" Admini"t!ation

()*(+*,

Project guide:- faculty guide :-

M!-Deend!a Pa$ Sin.% M!-D%a!mend!a/u"%wa%

SUBMITTED BY

AJEET /UMAR SING0

M.B.A 3RD SEM

1


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'1M CO22EGE OF MANAGEMENT EDUCATION

G3A2IOR

DE L R TION

This is to declare that the Summer Training Report has been accomplished by me

and being submitted in partial fulfillment of reuirement for the a!ard of the

Degree of Master of Business Administration from 'm Co$$e.e O&

Mana.ement Edu4ation Gwa$io! to "i!a#i $ni%ersity& '!alior.

The !or( has not been submitted by me any!here else for the a!ard of any

degree or diploma. All source of information are based on my on training

e)perience and learning

.

Date5 AJEET /UMAR SING0

P$a4e5 M'A 6

RD

Seme"te!

*


3/64

ERTIFI TE

This is to certify that M! Ajeet /uma! Sin.% student of MBA 3RD

Semester of 'm Co$$e.e O& Mana.ement Edu4ation Gwa$io! has

successfully completed his Summer Training dated from +, days and

this report is submitted by -im for the completion of the training

reuirement under my guidance and super%ision.

Date 5 m!-D%a!mend!a /u"%wa%P$a4e5

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KNOWLEDGEMENT

t is great pleasure for me to put on record my appreciation and

gratitude to!ards /lacement and Training 0oordinator 'm Co$$e.e O&

Mana.ement Edu4ation Gwa$io! my special than(s to my respected

faculty M!-D%a!mend!a /u"%wa% for her %aluable support and

suggestions for the e)ecution of Summer Training. than( her for the

right direction and pro%iding direction for the completion of my summer

training pro#ect.

Date5 Ajeet /uma! Sin.%

P$a4e5 M'A 6RD Seme"te!

+


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TA'2E OF CONTENTS

1. -istory of the organiation and ob#ecti%e

*. 2rganiation structure

3. inancial performance 4 /osition

+. /ersonnel

,. /roduction

5. Mar(eting6. Strength 4 !ea(ness of organiation

7. Suggestion

8. Any other point obser%ed

0hapter 9: ntroduction

0hapter 9: * Methodology

ntroduction of the pro#ect

1. The study and its ob#ecti%es

*. The samples

3. The tools

0hapter 3 Result and Discussion

0hapter +9: suggestion and discussion

0hapter9 , conclusions

References

Anne)ure

,


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0ISTOR7 OF 0ERO 0ONDA

The legend of -ero -onda

;hat started out #oint %enture bet!een -ero group& the !orlds largest bicycle

manufacturer and the company of "apans& has today become the !orld


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A/ and remained through the turn of the century from its association !ith /iaggio of taly

manufacturer of espa scootersC.

The licence ra# that e)isted bet!een the 18+@s to 187@s in ndia did not allo! foreign companies

to enter the mar(et and imports !ere tightly controlled. This regulatory mae& before the

economic liberaliation& made business easier for local players to ha%e a seller


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Growth

-ero -onda e)perienced great gro!th throughout its early days. The Mun#al family

started a modest business of bicycle components. By *@@* -ero 'roup had sold 75 million

bicycles producing 15@@@ bicycles a day. Today -ero -onda has an assembly line of nine

different models of motorcycles a%ailable. t holds the record for most popular bi(e in the !orld

by sales for ts Splendor model. -ero -onda Motors imited !as established in #oint %enture

!ith -onda Motors of "apan in 187+& to manufacture motorcycles. t is currently the largest

producer of T!o ;heelers in the !orld. t sold 3 million bi(es in the year *@@,:*@@5. Recently

it has also entered in scooter manufacturing& !ith its model /EAS$RE mainly aimed at girls.

-$GF is the latest offering from the --M stable.

A -ero -onda HSplendorH bi(e

Just-in-Time Manufacturing

The -ero 'roup through the -ero 0ycles Di%ision uses#ust:in:time manufacturing. The 'roup

boasts of superb operational efficiencies. E%ery assembly line !or(er operates t!o machines

simultaneously to sa%e time and impro%e producti%ity. The fact that most of the machines are

either de%eloped or fabricated in:house& has resulted in lo! in%entory le%els.

n -ero 0ycles imited& the #ust:in:time in%entory principle has been !or(ing since the

beginning of production in the unit. This is the "apanese style of production. n ndia& -ero is

probably the only company to ha%e mastered the art of the #ust:in:time in%entory principle.

7
http://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/File:Hero_honda_2006_03.JPGhttp://en.wikipedia.org/wiki/File:Hero_honda_2006_03.JPGhttp://en.wikipedia.org/wiki/Just-in-time_manufacturing


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Models

-ero -onda Ambition 133

-ero -onda Ambition 13, -ero -onda 0D 1@@

-ero -onda 0D 1@@ SS

-ero -onda 0D Da!n

-ero -onda Splendor

-ero -onda SplendorI

-ero -onda Super Splendor

-ero -onda 0D Da!n

-ero -onda "oy

-ero -onda Street

-ero -onda 0BJ

-ero -onda 0BJ E)treme

-ero -onda /assion

-ero -onda /assionI

-ero -onda /assion /ro

-ero -onda Farima

-ero -onda -un(

-ero -onda /leasure

-ero -onda 'lamour

-ero -onda Splendor GK'

8


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MI2ESTONE OF 0ERO 0ONDA5+

7ea! Eent

())*

Bi(e ma(er of the year by o%erdri%e Magaine

;inner of re%ie! *@@:Asia to -ero -onda by center for social and

En%ironment 'reen Rating pro#ect.

.

())(

Bi(e ma(er of the year by o%erdri%e Magaine.

;inner of re%ie! *@@:Asia


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T0E C0AIRMAN5+

'!ijimo%an 2a$$ Munja$+T%e 8in. o& Road

The %enerated patriarch and %isionary of the -ero group& Mr. Bri#imohan all Mun#al is

the first generation entrepreneur !ho stared %ery small and through sheer hard !or( and

perse%erance today made this t!o !heelers %enture the Go1t!o !heelers company.

T0E STOR7 OF T0E INDOMITA'2E ENTREPRENEUR5+

2ne the brightest stories of ndian entrepreneurship began se%enty one

Lears ago !hen a si) year old boy uietly !al(ed in to a ne!ly opened 'ur(ul ndian %alue

based schoolC near his home in Famalia no! in /a(istanC determined to again admission

instantly. Thus began an e)traordinary saga of Entrepreneurial achie%ement.

Today& !e (no! that boy as Bri#mohan all Mun#al& the much %enerated /atriarch of

the -ero 'roup one of the largest corporation group in country.

Bri#mohan all inspirations to enter the t!o !heelers !orld come from a desire to pro%e the

cheapest from transport for the poorest of the poor. /ost N

/artition& Bri#mohan all Mun#al and his brother relocated to udhiana. They had to began from

scratch. They set up manufactures of bicycle components .rom then on there !as no loo(ingbac(. n typically modest manner

B.M.Mun#al accords a great deal of credit for high success to his

family and team. -e tra%ersed the road success fallo!ing these

P!in4i9$e"5

Trusting his uncanny instincts.

A uniue approach to people None from the heart.

Ahead of time& e%ery time. The idea corporate citien sho!ing other the !ay.

-is leadership and sagacity has earned his great respect and he

has personally been responsible for (indling the spirit of entrepreneurship amongst his

employees !ho today constitute a family of about forty successful Entrepreneurs.

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PRODUCT PROFI2E

Fo$$owin. a!e t%e 9!odu4t" o& 0e!o 0onda5

*- S9$endo!:

(- /a!i;ma

6- C'< E=t!eme

,- G$amou!

>- Pa""ion :

?- CD+Dawn

@- P$ea"u!e

- Su9e! S9$endo!

B- CD De$u=e

*)- A4%iee!

**- 0un8

*(- S9$endo! NG

*6- 9a""ion 9!o

*,- 0un8 new

*>- 0un8 SP2 Edition

SER1ICE STATEMENT2ur constant Endea%our is support the company


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An En%ironment Social& A!are 0ompany At -ero -onda& our goal is not to sell you

bi(e& but also to help you e%ery step of the !ay in ma(ing your !orld better place to li%e in.

besides its

!ill to pro%ide a high uality ser%ice to all of its customers& -ero -onda ta(es a stand as

socially responsible enterprise respectful of its en%ironment and respectful of the important

issues.

=;e must do something for the community from !hose land !e generate our !ealth>. A

famous uote of Mr.Bri#mohan all Mun#al& our 0MD.

MAINTENANCE SC0DU2ES5

/roper care 4 maintenance are paramount for trouble free operation 4 optimum performance of

motorcycle. -ero -onda offers 5 free ser%ices on all its motorcycles. t should a%ail these

ser%ices !ithin a year or as per the belo! mentioned (m rang& !hiche%er is earlier.

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1+

irst ree Ser%ice ,@@:6,@ (m

Second ree Ser%ice *,@@:*7@@ (m

Third ree Ser%ice ,@@@:,,@@ (m

ourth ree Ser%ice 6@@@:6,@@ (m

ifth ree Ser%ice 8@@@:8,@@ (m

Si)th ree Ser%ice 11@@@:11,@@ (m


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Lou should ensure that each paid ser%ice is a%ailed !ithin 5@ days from date of ser%ice or as per

the recommended schedule.

SCOPE OF 3ARRANT7

-ero -onda Motors imited !arrants all its motorcycle manufactured Oassembled in

Dharuhera /lant and 'urgaon /lant&

distribution in ndia and sold through in authoried dealers to be free& under normal use

and condition& from any defect both in material and !or(manship& sub#ect to fallo!ing term and

conditions

TERMS AND CONDITION5

a. All -ero -onda motorcycle !arranted for a period of 1* years or 3@@@@(ms from the

date of purchase& !hiche%er is earlier .this is !.e.f 1stApril*@@1

b. t is mandatory for the customer to a%ail all free and paid ser%ice as pre the

recommended schedule to be eligible for the !arranty benefits. The customer has to

ensure that each paid ser%ice is a%ailed !ithin 5@ days from the date of pre%ious ser%ice

or as per the recommended schedule.

c. f the defect is obser%ed in any -ero -onda motorcycle& -ero -onda


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To normal !are 4 tear components li(e bulbs &electrical& !iring& filter& spar( plugs

&clutch plates& bra(e shoes&fasteners&shims& !ashers& oil sales &

f there is any damage due to the modification or fitting of accessories other than

the one other than the ones recommended by -ero -onda t the motorcycle has been used in any competiti%e e%ent li(e trac( races or rallies.

f there is any damage to printed surface due to industrial pollution or other

e)traneous factors.

or claim made for any conseuential damage due to any pre%ious malefaction.

or normal phenomenon li(e noise& %ibration& oil seepage& !hich due to effect the

performance of the motorcycle. f there is any damage caused due to usage of improper oil& grease& non genuine

parts.

The motorcycle !hich ha%e been used for any commercial purpose as ta)i etc.

or maintenance repaired due to misuse !hile of dri%ing or due to adulteration of

oil& petrol or due to bad road condition.

or consumables li(e oil& grease& etc used during !arranty repair.

3ARRANT7 ON PROPRIETAR7 ITEM

;arranty on proprietary item li(e tyres& tubes 4 battery etc !ill be directly handled by

the respecti%e 2riginal Euipment Manufacturers 2EM


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or AM02 battery 4 Dunlop Oalcon tyers& tubes claim !ill be accepted at Authoried

DealershipO ser%ice center& !.e.f 1stMay *@@* as pre

the manually agreed term 4 conditions bet!een -ero -onda 4 those t!o 2EM


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modal. Ans!er all the ueries& if any of the customers. The customer should be offered a

test dri%e of the

bi(e of herOhim choice 4 if heOshe e)press the desire to test dri%e a test dri%e should be

arranged ta(ing all necessary care.

3C After this& the sales e)ecuti%e !ill ta(e the customer to the !or( shop 4 sho! himOher

the %arious infrastructure ser%ice facilities in the !or(shop beside the uality of the

ser%ice !e render. Also e)plain that& because of the uality ser%ice reporting are the

highest in the entire Gorth:Farnata(a< and !e surpassed our competitor in all respects

and !e are the number one dealers in 'ulbarga.

+C Bring customer bac( to the sales counter and offer himOher a cup of tea and ta(e do!n

the name and address in the enuiry register. Go!& the sales process begins and during

the process price of %arious models& nsurance T.R& /.R& /MS& passport etc. should be

e)plained to the customer in detail. Also enuire in to as to !hether heOshe intends to

buy by cash or !ould go in the finance assistance. n the latter case& offer the ser%ice of

financial institution representati%e stationed in our sho!room. During the process

inter:act !ith customer and gi%e himOher an impression that you are caring from

himOher.

,C All out efforts should be made to sell the product by persuading the customer !ithout

offering free accessories and should offered fail accessories may be offered free of cost.

Gormally& e%ery customer ta(e free Naccessories offer for granted and as(s for

compliment Ocash discount etc. n that e%entuality the A.S.M should be consulted and as

the last resort not loose the sale the A.S.M duly consulting !ith

'.M may ta(e suitable decision and stri(e do!n the deal. The deli%ery of compliments and

payment of cash discount should be made in the. 0hamber of '.M and through him. This

!ill a%oid a situation !here e%ery buyer putting forth a similar demand.

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5C ;hen sale of motorcycle M.0C is o%er& the customer should be ta(en to the cashier for

payment of cashOdo!n payment D.DO0heue etc. as the case is and all assistance should

be rendered to himOher to complete this formality.

6C 2nce this formality is o%er& the customer should be ta(en to the selection room and

heOshe be gi%en a free hand in selecting the motorcycle of hisOher choice. After selection

of motorcycle& 0hassis and engine number of the motorcycle should be noted do!n&

besides informing the /2 in charge to

7C 'et the motorcycle ready in all respects study fitting the accessories as agreed to at the

time of sale.

8C The customer is brought to the passport e)ecuti%e for brief again on the passport and its

ad%antages by the passport e)ecuti%e. During this process effort should be made to

0on%ince the customer to go in for passport and formalities be completed& should the

customer get con%inced.

1@CGo!& the customer should be ta(en to the documentation assistant& to complete the

formality of T.R& /.R.& nsurance co%er note& n%oice& Sale letter and gate pass issuance

etc. A copy of n%oice is gi%en to the customer& if heOshe demands in norm all course thecustomer gets these document on the ne)t !or(ing dayC.

;ith gate pass the customers be brought the passport e)ecuti%e for issuance of ser%ice

boo( and !arranty card.

The customer should be no! ta(en to the !or(shop again and he should be introduced to

the !or( manager !ho !ill brief himOher on the ser%ice matter during under !arranty& post

!arrant and /MS. By this time& the motorcycle !ith the (ey !ill be handed o%er congratulating

himOher on possessing a !orld class product.

A3ARDS ACCO2ADES5

Awa!d" and Re4o.nition to 0e!o 0onda Moto!" 2imited5+

())>

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0onsumer A!ards *@@, : ndiaPs most preferred t!o:!heeler brand by 0GB0 in the

PAutomobilesP category

Bi(e Ma(er of the Lear A!ard by 2%erdri%e Magaine

0;A Gational A!ard for E)cellence SecondC in 0ost Management *@@+ in thepri%ate sector category by 0;A

1@th Motilal 2s!al ;ealth 0reator A!ard for as the most consistent !ealth creator for

the period 1881:*@@,

()),

;inner of the Re%ie! *@@ N Asia


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the relationship bet!een company that begins !hen customer start using a -ero -onda

motorcycle.

ORGANISATION PROFI2E

S-R EGFATES- A$T2M2TES9 A$T-2$RESED DEAEARS 2

-ER2-2GDA '$BAR'A

STARTED 9 "$GE: *@@@

2$GDER 9 FRS-GARA".B.F$FARG

T$RG2ER 2 *@@7:*@@89 *, 0R2RES

SAES 2 *@@7:*@@89 6,@@ M2TER0L0ES

ADDRESS 9 S-R EGFATES- A$T2M2TE STBT R2AD'$BAR'A:,7,1@,

FARGATAFA

/-9 @7+6*:**8355 &*5@3+1

ORGANISATION C0ART

*1

0hair person

partnersC

'eneral Manager

-ead Mechanics;or( super%isor ;or( Manager Mechanics


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ORGNISATION DEPARTMENTS

Sales Department

**

Accounts

Department

Spar /art

Department

Sales Department

Ser%icingDepartment

Sales E)ecuti%es


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3o!8 Mana.e!

Ser%ice Department

Deli%ery Department

RT2 !or( Department

Spare part Department

-.R. Department

SA2ES DEPARTMENT5

n this department all the matters regarding sales4 purchases are handled. -ere sales e)ecuti%e

meet the customer 4 brief them !ith the all the details reuired information.

-ere sales e)ecuti%e gi%es uotations& brief description about the reuired bi(e model.

Finan4ia$ 9e!&o!man4e Po"ition

*3


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n this department all the matters regarding ser%ice 4 repair are ta(en care. This department is

!ell structured !or( super%isor address the problem 4 gi%es the customer deli%ery time then he

passes the !or( slip to head mechanic. Then head mechanics distributes the !or( !ith the

mechanics teams. And problem sal%ing process is carried out.De$ie!# Se4tion5

n this section deli%ery of ne! bi(es are gi%en to the customers. -ere order is recei%ed by

deli%ery section in charge !ere he cross chec(s the document produced by the customer then he

gi%es the (eys of the bi(e to the customer.

-ere customer can ha%e test ride of bi(es 4 can select the bi(e.

RTO wo!8 de9a!tment5

n this department all the matters regarding issuing of temporary registration& temporary

insurance& temporary passing of ne! bi(es are handled. All the necessary paper !or( reuired

for temporary passing is handled in this department.

S9a!e 9a!t de9a!tment5

n this department spare part reuired by mechanics are stored. And issued on reuirement of

the mechanics !hen necessary.

n this department large stoc( of -ero -onda spare part are stored to a%oid customer

incon%enience.

-$MEAG RES2$RSES9

n this department maintain the all human bodies. And select the employee.

Pe!"onne$

*+

3o!8 Su9e!i"o!

0ead Me4%ani4"

MC

C

MC

C

MC MC MC


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SER1ICE MAINTENANCE SC0EDU2E

2ur constant endea%our is to support the companyPs mandate of pro%iding

highest le%el of customer satisfaction by ta(ing good care of your t!o:!heeler

ser%ice and maintenance through our %ast net!or( of more than *1@@

committed Dealers and Ser%ice outlets spread across the country.

2ur state:of:the:art authorised !or(shops ha%e !ell laid out standards for t!o:

!heeler ser%icing !ith fully euipped infrastructure ha%ing uality precision

instruments& pneumatic tools and a team of highly trained ser%ice technicians.-a%ing your t!o:!heeler ser%iced at an authorised !or(shop ensures highest

standards of ser%ice uality and reliability.

Se!i4e S4%edu$e

-ero -onda offers free ser%ices on all its t!o:!heelers. Lou should a%ailthese ser%ices !ithin the stipulated conditions of time period or (m range&

!hiche%er condition gets satisfied earlier from the date of purchase. After the

completion of free ser%ices or its %alidity period you must continue a%ailing

paid ser%ices as per the recommended ser%ice schedule.

Service Schedule:

*,


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T#9e o& F!ee

Se!i4e1 st * nd 3 rd + th , th 5 th

1a$idit# in

/m" &!om

t%e date o&

9u!4%a"e

,@@ :

6,@

*,@@ :

*7@@

,@@@ :

,,@@

6@@@ :

6,@@

8@@@ :

8,@@

11@@@ :

11,@@

1a$idit# in

Da#" &!om t%e

date o&

9!eiou"

"e!i4e

5@ 1@@ 1@@ 1@@ 1@@ 1@@

Paid Se!i4e

Each /aid Ser%ice needs to be a%ailed after e%ery *@@@

(ms or 5@ days from the pre%ious ser%ice& !hiche%er is

earlier.

Service Schedule:

*5


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T#9e o& F!ee


1a$idit# in

/m" &!om

t%e date o&

9u!4%a"e

,@@ :

6,@

*,@@ :

*7@@

,@@@ :

,,@@

6@@@ :

6,@@

8@@@ :

8,@@

11@@@ :

11,@@

1a$idit# in

Da#" &!om

t%e date o&

9u!4%a"e

EA0- REE SER0E S AD 2R 35, DALS

R2M T-E DATE 2 /$R0-ASE

Paid Se!i4e



earlier.

Service Schedule:

*6


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T#9e o& F!ee


1a$idit# in

/m" &!om

t%e date o&

9u!4%a"e

,@@ :

6,@

*,@@ :

*7@@

,@@@ :

,,@@

6@@@ :

6,@@

8@@@ :

8,@@

11@@@ :

11,@@

1a$idit# in

Da#" &!om t%e

date o&

9!eiou"

"e!i4e

5@ 1@@ 1@@ 1@@ 1@@ 1@@

Paid Se!i4e



earlier.

Service Schedule:

*7


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T#9e o& F!ee


1a$idit# in

/m" &!om

t%e date o&

9u!4%a"e

,@@ :

6,@

*,@@ :

*7@@

,@@@ :

,,@@

6@@@ :

6,@@

8@@@ :

8,@@

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1a$idit# in

Da#" &!om t%e

date o&

9!eiou"

"e!i4e

5@ 1@@ 1@@ 1@@ 1@@ 1@@

Paid Se!i4e



earlier.

Service Schedule:

*8


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T#9e o& F!ee


1a$idit# in

/m" &!om

t%e date o&

9u!4%a"e

,@@ :

6,@

*,@@ :

*7@@

,@@@ :

,,@@

6@@@ :

6,@@

8@@@ :

8,@@

11@@@ :

11,@@

1a$idit# in

Da#" &!om t%e

date o&

9!eiou"

"e!i4e

5@ 1@@ 1@@ 1@@ 1@@ 1@@

Paid Se!i4e



earlier.

/roduction

3@


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0e!o 0onda C'< +TREME

i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)))) 8m" w%i4%ee! i" ea!$ie! &!om t%e date o&

9u!4%a"e-

0e!o 0onda /a!i;ma i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"

ea!$ie! &!om t%e date o& 9u!4%a"e

0e!o 0onda A4%iee! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)))) 8m" w%i4%ee! i"


0e!o 0onda G$amou! FI i" wa!!anted &o! a 9e!iod o& 6 #ea!" o!

,)))) 8m" w%i4%ee! i" ea!$ie! &!om t%e date o& 9u!4%a"e

0e!o 0onda G$amou! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)))) 8m" w%i4%ee! i"


31


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0e!o 0onda Su9e! S9$endo! i" wa!!anted &o! a 9e!iod o& 6 #ea!" o! ,)))) 8m" w%i4%ee!

i" ea!$ie! &!om t%e date o& 9u!4%a"e-

0e!o 0onda Pa""ion P$u" i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"

ea!$ie! &!om t%e date o& 9u!4%a"e-

0e!o 0onda S9$endo!: i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"


0e!o 0onda P$ea"u!e i" wa!!anted &o! a 9e!iod o& ( #ea!" o! (,))) 8m" w%i4%ee! i"

ea!$ie! &!om t%e date o& 9u!4%a"e-

0e!o 0onda CD De$u=e i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"


0e!o 0onda CD Dawn i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"


3*


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Mar(eting

n this department all the matters regarding sales4 purchases are handled. -ere

sales e)ecuti%e meet the customer 4 brief them !ith the all the details reuired

information.

-ere sales e)ecuti%e gi%es uotations& brief description about the reuired bi(e

model.

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FINANCIA2 PERFORMANCE

3+


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3,

Mar '12 Mar '11 Mar '10

1* mths 1* mths 1* mths

Sources 2f unds

Total Share 0apital 38.8+ 38.8+ 38.8+

Euity Share 0apital 38.8+ 38.8+ 38.8+Share Application Money @.@@ @.@@ @.@@

/reference Share 0apital @.@@ @.@@ @.@@

Reser%es +&*+8.78 *&815.1* 3&+*,.@7Re%aluation Reser%es @.@@ @.@@ @.@@

Get!orth +&*78.73 *&8,5.@5 3&+5,.@*

Secured oans 88+.7, 1&+,7.+, @.@@$nsecured oans @.@@ 3*.61 55.@3

Total Debt 88+.7, 1&+81.15 55.@3

Total iabilities ,&*7+.57 +&++6.** 3&,31.@,Mar P1* Mar P11 Mar P1@

1* mths 1* mths 1* mths

Application 2f unds

'ross Bloc( 5&3@7.*5 ,&,37.+5 *&6,@.87

ess9 Accum. Depreciation *&,**.6, 1&+,7.17 1&@8*.*@

Get Bloc( 3&67,.,1 +&@7@.*7 1&5,7.670apital ;or( in /rogress 183.8, 1*,.1+ +7.1+

n%estments 3&85+.*5 ,&1*7.6, 3&8*,.61n%entories 56,.,6 ,*+.83 +35.+@

Sundry Debtors *6*.31 13@.,8 [email protected]

0ash and Ban( Balance ,5.1@ +6.6, 1&753.+7

Total 0urrent Assets 1&@@3.87 6@3.*6 *&+@7.*6oans and Ad%ances 8*5.88 673.+7 +37.+5

i)ed Deposits *@.6* *3.66 +3.63

Total 0A& oans 4 Ad%ances 1&8,1.58 1&,1@.,* *&78@.+5Deffered 0redit @.@@ @.@@ @.@@

0urrent iabilities 3&,*@.55 ,&315.+@ 3&85,.58

/ro%isions 1&@8@.@6 1&@71.@6 1&@*5.3,Total 0 4 /ro%isions +&[email protected] 5&386.+6 +&88*.@+

Get 0urrent Assets :

*&5,8.@+

:+&775.8, :*&1@1.,7

Miscellaneous E)penses @.@@ @.@@ @.@@

Total Assets ,&*7+.57 +&++6.** 3&,31.@,

0ontingent iabilities *,*.5* 131.8@ 63.@+Boo( alue RsC *1+.73 1+7.@3 163.,*


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St!en.t% wea8ne"" o& o!.ani;ation

St!en.t%

1.Strong brand name and huge mar(et

*.E)cellent distribution through franchisees

3.Most reliable for ndian roads as it reuires lo! maintenance

+.'ood mileage

3ea8ne""

ocuses on #ust mileage and no po!er

O99o!tunit#1. E)pansion in rural and tier:* cities

*. nno%ations in technology

T%!eat"

1. Ge! entrants

*. 0ompetitors

3. o! cost bi(es

35


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Int!odu4tion

CUSTOMER SATISFACTION DEFINED.

The reason for a business firm to come into being is the e)istence of a

customer !ho has unfilled needs and !ants. -ero -onda has ad%antage of

ha%ing the !idest product range in all mar(et segments in !hich it operates&

putting itself in a uniue position of pro%iding #ust product& but the best

economic solution to their customer thus fulfilling the unfilled needs. -ero

-onda (eeps itself abreast of the ne! and emerging technologies and adopting

them to deli%er high uality and high performance %ehicles to their end

customers. 0ustomer satisfaction has been conceptualied in se%eral !ays. t

consists of e)pectations& performance interaction& pleasuredOdispleasure& and

the e%aluation of the benefits of consumption.

0onsumer satisfaction is result of confirmation of e)pectation. -ero -onda

has been focusing on the impro%ement 4 E)cellency in processes& !hich it

uses to satisfy there to accomplish& this it has focused on impro%ing customer:

orientation and %alue chain integration. Thus meeting of customer e)pectation.

37


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38

MODE23ISE 3ARRANT7 DETAI2S

3ARRANT7 PO2IC7

S4o9e o& 3a!!ant#

-ero -onda Motors imited !arrants all its t!oN!heelers manufacturedOassembled in

Dharuhera /lant and 'urgaon /lant& distributed in ndia and sold through its authorised

dealers to be free& under normal use and condition& from any defect both in material and

!or(manship& sub#ect to the follo!ing terms and conditions.

Te!m" and Condition"

1. All -ero -onda t!o:!heelers are !arranted for a certain period specified in term

of time and (ms from the date of purchase& !hiche%er term gets satisfied earlier.

*. t is mandatory for the customer to a%ail all free and paid ser%ices as per th

recommended schedule to be eligible for the !arranty benefits.

3. f a defect is obser%ed in any -ero -onda t!o:!heeler& -ero -ondaPs onl

obligationOliability is to repair or replace those parts !hich isOare considered to b

the cause of malfunction free of charge of both labour and material& !hen -er

-onda ac(no!ledges that such malfunction has not come out of misuse or imprope

handling etc. such defecti%e t!o:!heeler should be brought to the nearest -er

-onda dealerOauthorised ser%ice centre by the o!ner for necessary inspection an

subseuent repairs.

2imitation" o& 3a!!ant#

The !arranty shall not apply9

f any of the free ser%ices or subseuent paid ser%ice is not a%ailed as per th

!e4ommended "e!i4e "4%edu$e gi%en in the o!nerPs manual.

f -ero -onda !e4ommended en.ine oi$ is not used.


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C%a9te! 5+ (

Met%odo$o.#

+@


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INTRODUCTION

The ndian t!o !heelers industry has gro!n from meager 8@@ %ehicle in

18,@ to staggering figure o%er1.,million %ehicles in 1877& !ith petrol price

costing eight times as much as 1, years ago& fe! persons no! a days afford to

maintain a car .The opinion is either to o!n t!o !heeler or a%iate for public

transportation system .But the ser%ice offered by public transport in different

cities& by and large had deteriorated and thus co%alence and independent in

tra%eling short distance it is also a status symbol of the middle class people are

urban and semi:urban region.

Beyond 18,@


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Re"ea!4% P!o9o"a$

The research !ill be conducted to gather information from 1@@ respondents

4 a structured uestionnaire !ill be used to collect the information from the

respondents. The data !hich is collected from them !ill be analyed and

classified.

Tit$e

A study on the post sales ser%ice of the -ero -onda Motor 0ycle on

customer satisfaction at en(atesh automoti%es 'ulbarga to impro%e uality of

ser%ice.

Mana.ement 9!ob$em

To determine the customer satisfaction le%el to!ards the ser%ices of to

en(atesh automoti%es 'ulbarga impro%e their uality of ser%ices.

Re"ea!4% P!ob$em

n this the research problem is to understand !hether the customers are

satisfied !ith their ser%ices or not. f not then to find ho! they can impro%e their

ser%ice uality to satisfy their customer.

+3


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Obje4tie

To analye %arious post sales ser%ice pro%ided by en(atesh Automoti%es

To determine customer satisfaction le%el based on post sales ser%ice

pro%ided.

To understand the beha%ior of the staff !ith customers.

To suggest measures to impro%e customer satisfaction and impro%e uality

of ser%ice.

Sou!4e" o& data

P!ima!# data5This data !ill be collected directly from respondents by

personnel inter%ie! through uestionnaire.

Se4onda!# data5This data is generally de%eloped and published for some

purpose other than for helping to sol%e the problem at hand. n this study the

secondary data is collected from interaction and discussions !ith officials At

en(atesh Automoti%es Authoried dealers 'ulbarga. 4 also this data collect

from Magaines& ;ebsites of the firm -ero -onda.

ue"tionnai!e

A structured uestionnaire !ill designed to collect the data from the

respondents. Before collecting the data a pilot sur%ey of 1@ respondents !ill be

++


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done to (no! the accuracy of the uestionnaire and to (no! the uestions !hich

can be easy to understandable by the respondents. After this sur%ey the corrections

!ill made. And used to collect information from 1@@ respondents from %arious

areas in 'ulbarga city.

Met%od o& Sam9$in. Po9u$ation5

ndi%iduals !ho buy -ero -onda motor 0ycles fromen(atesh Authoried

Dealers

Sam9$e F!ame5ndi%iduals !ho buy -ero -onda motor 0ycles from en(atesh

Authoried Dealers

E=tent5'ulbarga

TimePe!iod o& t%e "tud#51,:@5:*@@8to 1,:@7:*@@8.

Sam9$e unit5ndi%iduals Businessman& Students& /rofessionals&C

Sam9$e Met%od5 non:probability sampling& 0on%enience sampling method.

Sam9$e "i;e51@@ respondents.

Mea"u!ement Te4%niue

During this research uestionnaire is used as measurement techniues for

obtaining information directly from the respondents.

Ana$#"i" o& t%e Data

+,


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n this study the relationship bet!een independent %ariable and independent

%ariables are e)pressed in the form of percentage of the total population and the

data is analyed by using S/SS Soft!are.

C%a9te! 6

Re"u$t and Di"4u""ion

+5


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*- Do #ou own a 0e!o 0onda Moto!4#4$eK

Mode$" Re"9ondent Pe!4enta.e LH

Splendor 35 35?

/assion 3* 3*?

0BJ 1@ 1@?2ther ** **?

TOTAL *))

3632

10

22

010

20

30

40

spl pass CBZ Others

PERSENTAGE

Interpretation

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As from the abo%e graph it is clear that all 1@@ respondents are ha%ing

different -ero -onda bi(es.

Q*. Do you come for ser%ice !ith appointment

Respondent percentage?

!ith opp 5, 5,?

!ithout opp 3, 3,?

65

35

0

20

40

60

80

with pp with!t

pp

PERSENTAGE

Interpretation

+7


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The abo%e graph clearly sho!s that 5,? of the respondents come for

ser%icing of their -ero -onda bi(es !ith prior appointment and remaining 3,? of

the respondents come !ithout prior appointment.

6- A!e #ou awa!e o& tota$ numbe! o& &!ee "e!i4e" o&&e!ed b# 1en8ate"%

Dea$e!"K


LES 8+ 8+?

G2 + +?

Total 1@@

"6

4

0

50

100

#ES NO

PERSENTAGE

Interpretation

+8


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rom the abo%e graph its clear that ma)imum number of the

respondents that is 85? of the respondents are a!are about the total number of

free ser%ices offered by and only +? of the respondents don


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%arious sub ser%ices pro%ided in each free ser%ice. 2nly **? of respondents are

una!are about %arious sub ser%ices.

>- 0ow wa" t%e a99!oa4% o& t%e "ta&& du!in. "e!i4e"K


E)cellent *@ *@?

'ood *8 *8?

air +8 +8?

Bad * *?

20

2"

4"

20

10

20

30

40

50

E%ele&t G' (air Ba'

PERSENTAGE

Interpretation

As from the abo%e graph its seem that ma)imum number of the customers

of the en(atesh Automoti%es that is +8? of respondents are feel that the

,1


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approach of the staff during ser%ice is air that is not satisfactory or

dissatisfactory. And *8? of the respondents feels that the beha%ior the staff is

good and *@? of the respondents feels that the beha%ior is e)cellent and

remaining *? are feels it is bad.

?- Did t%e# de$ie! #ou! e%i4$e on timeK


Les 38 38?

Go 51 51?

Total 1@@

3"

61

0

20

40

60

80

#es N

PERSENTAGE

Interpretation

,*


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The abo%e graph clearly sho!s that 51? of the respondents ha%e not get

their bi(e on time that is they did not get timely deli%ery and remaining 38? of

the respondents feels that they ha%e got timely deli%ery.

@- Du!in. "e!i4in. o& #ou! e%i4$e a$$ #ou! 4om9$aint" we!e add!e""ed

9!o9e!$#K


Les 85 85?

Go + +?

Total 1@@

"6

4

0

50

100

#es N

PERSENTAGE

Interpretation

,3


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of the en(atesh Automoti%es that is 85? of respondents are satisfied !ith

respect to addressing their problems or sol%ing their problems.

- 3%i4% &a4to!" #ou wi$$ 4on"ide! mo"t w%i$e .iin. #ou! e%i4$e &o! "e!i4e

at 1en8ate"% Automotie"K

Respondent /ercentage?

'ood Ser%ice ,@ ,@?

Timely Deli%ery *@ *@?

Staff Beha%ior 1* 1*?

A%ailability of spare parts 17 17?

Total 1@@

50

20

1218

0

10

20

30

40

50

GS T) SB ASP

PERSENTAGE

Interpretation

,+


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of the en(atesh Automoti%es that is 5+? of respondents satisfied !ith the post

sales ser%ice of the en(atesh Automoti%es and 15? of respondents completely

satisfied and 15? of the respondents feels the post sales ser%ice is fair and

remaining +? of the respondents are dissatisfied.

*)- T%e 9aid "e!i4e at 1en8ate"% Automotie" i"K


0heap 15 15?

Moderate 5* 5*?

0ostly ** **?

Total 1@@

16

62

22

0

20

40

60

80

*heap +'erate *stl-

PERSENTAGE

,5


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Interpretation

As from the abo%e graph its seem that 5*? of the respondents feels that the

paid ser%ice at en(atesh Automoti%es is moderate and **? feels the paid ser%ice

is costly and remaining 15? of the respondents feel the paid ser%ice is cheap.

Q11- Do #ou want to 9!e&e! &o! &utu!e 9aid "e!i4e at 1en8ate"%

Automotie"K


Les +7 +7?

Go ,* ,*?

Total 1@@

48

52

46

48

50

52

#es N

PERSENTAGE

,6


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Interpretation

The abo%e graph clearly sho!s that +7? of the respondents !ants to gi%e or

prefer future paid ser%ice at en(atesh Automoti%es and remaining ,*? don


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Su..e"tion"

1. Ma)imum number of the respondents is una!are of the total number of sub

ser%ices !hich en(atesh automoti%es are pro%iding. So it is suggest that in

en(atesh automoti%es ser%ice station they should stic( a pamphlet or

hoarding !hich gi%es information about sub ser%ices.

*. Gearly half of the respondents feel that the beha%ior of the staff is fair. So it

suggests that the beha%ior is also a part of the ser%ice so the staff member

should beha%e !ell and maintain good relationship !ith the customers to

impro%e their ser%ice uality.

3. More than half of the respondents did not get deli%ery of bi(es on time. This

sho!s that customers are not satisfied !ith

+. respect to this. So it suggests that maintain timely deli%ery of their bi(es to

satisfy the customers.

,8


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,. Ma)imum numbers of respondents belie%e that the paid ser%ice at

en(atesh automoti%es is moderate and nearly half of them don


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REFERENCE

REFERENCE 'OO/S

1. MARFETG' RESEAR0- Tull and -a!(ins.

*. 02GS$MER BE-A2R Schiffman 4 Fanu(

3E'SITE

*- www-%e!o%onda-4om-

(- www-.oo.$e-4om

51
http://www.google.com/http://www.google.com/


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ue"tionnai!e

This is an anonymous sur%ey

/lease do not mention your nameC

Dear Respondent&

Than(ing in Ad%ance.

/lease tic( C mar( for ans!er.

1. Do you o!n a -ero -onda motor cycle

1CLes *C Go

*. f yes !hich model

3. -o! often you go for ser%icing

+. Do you come for ser%ice !ith appointment

1C;ith appointment *C !ithout appointment

,. Are you a!are of total no of free ser%ices offered by en(atesh

Automoti%es

5*


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1C Les *C Go

5. Do you (no! the %arious sub ser%ices pro%ided during free ser%ices

1C Les *C Go

6. -o! !as the approach of the staff during ser%ices

1C E)cellent *C 'ood 3C air

+C Bad ,C ery bad

7. Did they deli%er your %ehicle on time

1C Les *C Go

8. During ser%icing of your %ehicle all your complaints !ere addressedproperly

1C Les *C Go

1@.;hich factor you !ill consider most !hile gi%ing your %ehicle for ser%ice at

en(atesh

1C 'ood ser%ice *C Timely Deli%ery

3C Staff Beha%ior +C A%ailability of spare ,Cothers

11. am satisfied !ith the after sales ser%ice pro%ided at en(atesh

Automoti%es

1C 0ompletely satisfied *C satisfied

3C air +C Dis satisfied

,C completely dis satisfied.

1*.f you are not satisfied 'i%e reasons

13.The paid ser%ice at en(atesh is

53


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1C 0heap *C Moderate 3C 0ostly

1+.Do you !ant to prefer for future paid ser%ices at en(atesh Automoti%es

1C Les *C Go

1,.f Go !hy 'i%e reasons

15.Any suggestions to impro%e uality of ser%ice at en(atesh Automoti%es

Documents

History of Hero Hondahhhhh