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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!
*
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ERTIFI TE
This is to certify that M! Ajeet /uma! Sin.% student of MBA 3RD
Semester of 'm Co$$e.e O& Mana.ement Edu4ation Gwa$io! has
successfully completed his Summer Training dated from +, days and
this report is submitted by -im for the completion of the training
reuirement under my guidance and super%ision.
Date 5 m!-D%a!mend!a /u"%wa%P$a4e5
3
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KNOWLEDGEMENT
t is great pleasure for me to put on record my appreciation and
gratitude to!ards /lacement and Training 0oordinator 'm Co$$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_manufacturing8/12/2019 History of Hero Hondahhhhh
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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$$ Munja$+T%e 8in. o& Road
The %enerated patriarch and %isionary of the -ero group& Mr. Bri#imohan all Mun#al is
the first generation entrepreneur !ho stared %ery small and through sheer hard !or( and
perse%erance today made this t!o !heelers %enture the Go1t!o !heelers company.
T0E STOR7 OF T0E INDOMITA'2E ENTREPRENEUR5+
2ne the brightest stories of ndian entrepreneurship began se%enty one
Lears ago !hen a si) year old boy uietly !al(ed in to a ne!ly opened 'ur(ul ndian %alue
based schoolC near his home in Famalia no! in /a(istanC determined to again admission
instantly. Thus began an e)traordinary saga of Entrepreneurial achie%ement.
Today& !e (no! that boy as Bri#mohan all Mun#al& the much %enerated /atriarch of
the -ero 'roup one of the largest corporation group in country.
Bri#mohan all inspirations to enter the t!o !heelers !orld come from a desire to pro%e the
cheapest from transport for the poorest of the poor. /ost N
/artition& Bri#mohan all Mun#al and his brother relocated to udhiana. They had to began from
scratch. They set up manufactures of bicycle components .rom then on there !as no loo(ingbac(. n typically modest manner
B.M.Mun#al accords a great deal of credit for high success to his
family and team. -e tra%ersed the road success fallo!ing these
P!in4i9$e"5
Trusting his uncanny instincts.
A uniue approach to people None from the heart.
Ahead of time& e%ery time. The idea corporate citien sho!ing other the !ay.
-is leadership and sagacity has earned his great respect and he
has personally been responsible for (indling the spirit of entrepreneurship amongst his
employees !ho today constitute a family of about forty successful Entrepreneurs.
11
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PRODUCT PROFI2E
Fo$$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.
13
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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.
17
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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+
())>
18
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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$idit# in
Da#" &!om t%e
date o&
9!eiou"
"e!i4e
5@ 1@@ 1@@ 1@@ 1@@ 1@@
Paid Se!i4e
Each /aid Ser%ice needs to be a%ailed after e%ery *@@@
(ms or 5@ days from the pre%ious ser%ice& !hiche%er is
earlier.
Service Schedule:
*5
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T#9e o& F!ee
Se!i4e1 st * nd 3 rd + th , th 5 th
1a$idit# in
/m" &!om
t%e date o&
9u!4%a"e
,@@ :
6,@
*,@@ :
*7@@
,@@@ :
,,@@
6@@@ :
6,@@
8@@@ :
8,@@
11@@@ :
11,@@
1a$idit# in
Da#" &!om
t%e date o&
9u!4%a"e
EA0- REE SER0E S AD 2R 35, DALS
R2M T-E DATE 2 /$R0-ASE
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:
*6
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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:
*7
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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:
*8
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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.
/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"
ea!$ie! &!om t%e date o& 9u!4%a"e
0e!o 0onda G$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"
ea!$ie! &!om t%e date o& 9u!4%a"e
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0e!o 0onda Su9e! S9$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"
ea!$ie! &!om t%e date o& 9u!4%a"e
0e!o 0onda P$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"
ea!$ie! &!om t%e date o& 9u!4%a"e
0e!o 0onda CD Dawn i" wa!!anted &o! a 9e!iod o& ( #ea!" o! 6)))) 8m" w%i4%ee! i"
ea!$ie! &!om t%e date o& 9u!4%a"e
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
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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.
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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$" Re"9ondent Pe!4enta.e LH
Splendor 35 35?
/assion 3* 3*?
0BJ 1@ 1@?2ther ** **?
TOTAL *))
3632
10
22
010
20
30
40
spl pass CBZ Others
PERSENTAGE
Interpretation
+6
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As from the abo%e graph it is clear that all 1@@ respondents are ha%ing
different -ero -onda bi(es.
Q*. Do you come for ser%ice !ith appointment
Respondent percentage?
!ith opp 5, 5,?
!ithout opp 3, 3,?
65
35
0
20
40
60
80
with pp with!t
pp
PERSENTAGE
Interpretation
+7
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The abo%e graph clearly sho!s that 5,? of the respondents come for
ser%icing of their -ero -onda bi(es !ith prior appointment and remaining 3,? of
the respondents come !ithout prior appointment.
6- A!e #ou awa!e o& tota$ numbe! o& &!ee "e!i4e" o&&e!ed b# 1en8ate"%
Dea$e!"K
Respondent percentage?
LES 8+ 8+?
G2 + +?
Total 1@@
"6
4
0
50
100
#ES NO
PERSENTAGE
Interpretation
+8
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rom the abo%e graph its clear that ma)imum number of the
respondents that is 85? of the respondents are a!are about the total number of
free ser%ices offered by and only +? of the respondents don
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%arious sub ser%ices pro%ided in each free ser%ice. 2nly **? of respondents are
una!are about %arious sub ser%ices.
>- 0ow wa" t%e a99!oa4% o& t%e "ta&& du!in. "e!i4e"K
Respondent percentage?
E)cellent *@ *@?
'ood *8 *8?
air +8 +8?
Bad * *?
20
2"
4"
20
10
20
30
40
50
E%ele&t G' (air Ba'
PERSENTAGE
Interpretation
As from the abo%e graph its seem that ma)imum number of the customers
of the en(atesh Automoti%es that is +8? of respondents are feel that the
,1
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approach of the staff during ser%ice is air that is not satisfactory or
dissatisfactory. And *8? of the respondents feels that the beha%ior the staff is
good and *@? of the respondents feels that the beha%ior is e)cellent and
remaining *? are feels it is bad.
?- Did t%e# de$ie! #ou! e%i4$e on timeK
Respondent percentage?
Les 38 38?
Go 51 51?
Total 1@@
3"
61
0
20
40
60
80
#es N
PERSENTAGE
Interpretation
,*
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The abo%e graph clearly sho!s that 51? of the respondents ha%e not get
their bi(e on time that is they did not get timely deli%ery and remaining 38? of
the respondents feels that they ha%e got timely deli%ery.
@- Du!in. "e!i4in. o& #ou! e%i4$e a$$ #ou! 4om9$aint" we!e add!e""ed
9!o9e!$#K
Respondent percentage?
Les 85 85?
Go + +?
Total 1@@
"6
4
0
50
100
#es N
PERSENTAGE
Interpretation
,3
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As from the abo%e graph its seem that ma)imum number of the customers
of the en(atesh Automoti%es that is 85? of respondents are satisfied !ith
respect to addressing their problems or sol%ing their problems.
- 3%i4% &a4to!" #ou wi$$ 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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As from the abo%e graph its seem that ma)imum number of the customers
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
Respondent /ercentage?
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
Respondent /ercentage?
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.
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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
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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
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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