Cs Autofin Tata Kiran

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INTRODUCTION

Automobile Industry:

Industry that produces automobiles and other gasoline-poweredvehicles, such as buses, trucks, and motorcycles. The automobile industry isone of the most important industries in the world, affecting not only theeconomy but also the cultures of the world. It provides jobs for millions of

people, generates billions of dollars in worldwide revenues, and provides thebasis for a multitude of related service and support industries. Automobilesrevolutionized transportation in the 20th century, changing forever the way

people live, travel, and do business.

The automobile has enabled people to travel and transport goodsfarther and faster, and has opened wider market areas for business andcommerce. The auto industry has also reduced the overall cost oftransportation by using methods such as mass production (making several

products at once, rather than one at a time), mass marketing(selling productsnationally rather than locally), and globalization of production (assembling

products with parts made worldwide). From 1886 to 1898, about 300automobiles were built, but there was no real established industry. A centurylater, with automakers and auto buyers expanding globally, automaking

became the world's largest manufacturing activity, with nearly 58 millionnew vehicles built each year worldwide.

As a result of easier and faster transportation, the United States andworld economies have become dependent on the mobility that automobiles,trucks, and buses provide. This mobility allowed remote populations tointeract with one another, which increased commerce. The transportation ofgoods to consumers and consumers to goods has become an industry initself. The automobile has also brought related problems, such as air

pollution, the emission of greenhouse gases that contribute to globalwarming, congested traffic, and highway fatalities. Nevertheless, theautomobile industry continues to be an important source of employment andtransportation for millions of people worldwide.

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Automobile India

The history of the automobile industry in India actually began about4,000 years ago when the first wheel was used for transportation. In the early

15th century, the Portuguese arrived in China and the interaction of the twocultures led to a variety of new technologies, including the creation of awheel that turned under its own power. By the 1600s, small steam-poweredengine models were developed, but it was another century before a full-sizedengine-powered automobile was created.

The dream a carriage that moved on its own was realized only in the18th century when the first car rolled on the streets. Steam, petroleum gas,electricity and petrol started to be used in these cars.

The automobile, as it progressed, was a product of many hands, ofrevolutionary concepts, and of simple, almost unnoticed upgrading. India'stransport network is developing at a fast pace and the automobile industry isgrowing too. The automobile industry also provides employment to a largesection of the population. Thus the role of automobile industry cannot beoverlooked in Indian Economy. All kinds of vehicles are produced by theautomobile industry. It includes the manufacture of trucks, buses, passenger

cars, defense vehicles, two-wheelers, etc. The industry can be broadlydivided into the car manufacturing, two-wheeler manufacturing and heavyvehicle-manufacturing units.

The major car manufacturers in India are Tata Motors, HindustanMotors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd., GeneralMotors India Pvt. Ltd., Honda Siel Cars India Ltd., Hyundai Motors IndiaLtd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd., to name just afew.

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Objectives of study

To know the factors influencing on after sales service of the TATA

Motors in AUTOFIN LIMITED

To know whether the dealer renders after sales service, how fat the

consumer is satisfied with it.

To know the customer perception towards the service.

To know the dealer performance.

To know whether the problem is resolving completely at service

station.

To know whether the vehicle is delivering on time at service station.

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Scope and limitations of the study

The scope is very limited because attitude of the people change

according to the time.

The study is restricted to both Hyderabad and Ranga Reddy Dist and

that to among 100 respondents.

The study is conducted for 45 days.

The study is restricted to certain area. So it could not give an accurate

picture about Andhra Pradesh of India.

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RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceivedto answer to research question & control variance. It is the overall operation

pattern to framework of project that stipulated the information to becollected from which sources by word procedure. What are the two possiblesources of data for securing in the above mentioned information in the

primary & secondary data.

Research design: the study undertaken to access the after sales service ofTATA owners in Hyderabad and R.R.Dist.

Research procedure: the questionnaire designed for the study in thestructured & disguised in nature. It consists of multiple choice & shortquestions.

Data: information required for the project is mainly primary data. Theinformation was collected by survey method. With the help of questionnaire

by meting various car owners (TATA).

Secondary data is collected form the company journals, magazines,broachers & websites.

Sample design: the sampling unit was confined to end consumers of theproduct i.e. TATA car owners to know there satisfaction level regardingperformance of car performance of car and service.

Sample universe: the survey was done in Hyderabad and R.R.D.ist onlyaccording to my convenience. It is not giving the complete picture of AndhraPradesh (or) India.Sample frame/unit: professionals, business people, employees etc, who areusing TATA Cars.

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Sample size: the total sample size is 100 only.

Sample method: the information is planned to be collected by samplemethod, the sample method followed is random sampling method. The

probability random sampling method is stratified random sampling.

Analytical Method: simple percentage method is used for the analysispurpose.

Period of study: study is during the month of November & December 2007.

Data collection:

The information is collected through questionnaires and personal interviews.And the information of customers is known by companys service sheet andthe free service sheet.

A Direct structure questionnaire has been asked to all the respondents in thesample followed by direct personal interviews.

Duration of day 45 days.

Descriptive Studies:

In descriptive studies, when the researcher is interested in knowing thecharacteristics of certain groups such as age. Sex, educational leveloccupation of income, a descriptive study is necessary. Descriptive studiesare well structured. It is therefore, necessary that the researcher givessufficient thought to framing research questions and deciding the types ofdata to he collected and the procedure to be used for this purpose-Theobjective of such a study is to answer the who, what and how of thesubject under investigation.

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SOURCES OF DATA:

A classification of data is very important procedure in this concept. The

collected data can be classified into two types.

1. primary data

2. secondary data

Primary data

The primary data is very important source for to make suggestions tothe title obtained. This data can be collected in various methods like survey,interviewing, feedback, i.e. Group Discussion etc., for collection of primarydata the survey method is used, which involved predetermined questions.The structured questionnaire contained a form list of question framed so asto get the facts. But it involves high risk and huge expensive method to getthe facts.

Secondary Data

Collection of secondary data is very easy compared with primary data.

But this data is also very important for the growth of an organization, topredict the future and will help to make the future plan regarding sales andimprove the measures of sales.

This data can be collected form the magazines. Annual reports of theorganization and other published data.

Sample procedure

The sample size consists of 100 consumers. The sample consists ofBusinessman, Doctors, Engineers, Officers and Contractors etc.

The survey was conducted in the form of an interview amongrandomly chosen sample of 100 consumers of TATA customers Sample sizeform the dealer randomly.

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COMPANY PROFILE

Tata Motors Limited is India's largest automobile company, with

revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leaderby far in commercial vehicles in each segment, and the second largest in thepassenger vehicles market with winning products in the compact, midsizecar and utility vehicle segments. The company is the world's fifth largestmedium and heavy commercial vehicle manufacturer, and the world'ssecond largest medium and heavy bus manufacturer.

The company's 22,000 employees are guided by the vision to be "best

in the manner in which we operate, best in the products we deliver, and bestin our value system and ethics." Tata Motors helps its employees realisetheir potential through innovative HR practices. The company's goal is toempower and provide employees with dynamic career paths in congruencewith corporate objectives. All-round potential development and performanceimprovement is ensured by regular in-house and external training. Thecompany has won several awards recognising its training programmes.

Established in 1945, Tata Motors' presence indeed cuts across the

length and breadth of India. Over 4 million Tata vehicles ply on Indianroads, since the first rolled out in 1954. The company's manufacturing baseis spread across India - Jamshedpur (Jharkhand) in the east, Pune(Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh) andPantnagar (Uttarakhand). A new plant is being set up in Singur (close toKolkata in West Bengal) to manufacture the company's small car. Thenation-wide dealership, sales, services and spare parts network comprisesover 2,000 touch points. The company also has a strong auto financeoperation, TML Financial Services Limited, supporting customers to

purchase Tata Motors vehicles.

Tata Motors, the first company from India's engineering sector to belisted in the New York Stock Exchange (September 2004), has also emergedas an international automobile company. In 2004, it acquired the DaewooCommercial Vehicles Company, Korea's second largest truck maker. Therechristened Tata Daewoo Commercial Vehicles Company has launched

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several new products in the Korean market, while also exporting these

products to several international markets. Today two-thirds of heavycommercial vehicle exports out of South Korea are from Tata Daewoo. In2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed

Spanish bus and coach manufacturer, with an option to acquire theremaining stake as well. Hispano's presence is being expanded in othermarkets. In 2006, it formed a joint venture with the Brazil-based Marcopolo,a global leader in body-building for buses and coaches to manufacture fully-

built buses and coaches for India and select international markets. TataMotors also entered into a joint venture in 2006 with Thonburi AutomotiveAssembly Plant Company of Thailand to manufacture and market thecompany's pickup vehicles in Thailand. In 2006, Tata Motors and Fiat Autoformed an industrial joint venture at Ranjangaon (near Pune in Maharashtra,India) to produce both Fiat and Tata cars and Fiat powertrains for the Indianand overseas markets; Tata Motors already distributes and markets Fiat

branded cars in India. In 2007, Tata Motors and Fiat Auto entered into anagreement for a Tata license to build a pick-up vehicle bearing the Fiatnameplate at Fiat Group Automobiles' Plant at Crdoba, Argentina. The

pick-up will be sold in South and Central America and select Europeanmarkets.

These linkages will further extend Tata Motors' international

footprint, established through exports since 1961. While currently about18% of its revenues are from international business, the company's objectiveis to expand its international business, both through organic and inorganicgrowth routes. The company's commercial and passenger vehicles arealready being marketed in several countries in Europe, Africa, the MiddleEast, Australia, South East Asia and South Asia. It has assembly operationsin Malaysia, Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the companys growth is a deep understanding ofeconomic stimuli and customer needs, and the ability to translate them intocustomer-desired offerings through leading edge R&D. The R&Destablishment includes a team of 1400 scientists and engineers. Thecompany's Engineering Research Centre was established in 1966, and hasfacilities in Pune, Jamshedpur and Lucknow. The ERC has enabled

pioneering technologies and products. It was Tata Motors, which developedthe first indigenously developed Light Commercial Vehicle, India's firstSports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

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indigenous passenger car. Within two years of launch, Tata Indica becameIndia's largest selling car in its segment. The ERC in Pune, among whosefacilities are India's only certified crash-test facility and hemi-anechoicchamber for testing of noise and vibration, has received several awards from

the Government of India. Some of the more prominent amongst them are theNational Award for Research and Development Efforts in Industry in theMechanical Engineering Industries sector in 1999, the National Award forSuccessful Commercialization of Indigenous Technology by an IndustrialConcern in 2000, and the CSIR Diamond Jubilee Technology Award in2004.

The company set up the Tata Motors European Technical Centre(TMETC) in 2005 in the UK. TMETC is engaged in design engineering anddevelopment of products, supporting Tata Motors' skill sets. Tata DaewooCommercial Vehicle Company and Hispano Carrocera also have R&Destablishments at Gunsan in South Korea and Zaragoza in Spain.

The pace of new product development has quickened through anorganization-wide structured New Product Introduction (NPI) process. The

process with its formal structure for introducing new vehicles in the market,brings in greater discipline in project execution. The NPI process helped

Tata Motors create a new segment, in 2005, by launching the Tata Ace,Indias first indigenously developed mini-truck. The years to come will seethe introduction of several other innovative vehicles, all rooted in emergingcustomer needs. Besides product development, R&D is also focusing onenvironment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering andautomotive solutions, construction equipment manufacturing, automotivevehicle components manufacturing and supply chain activities, machinetools and factory automation solutions, high-precision tooling and plasticand electronic components for automotive and computer applications, andautomotive retailing and service operations.

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True to the tradition of the Tata Group, Tata Motors is committed in

letter and spirit to Corporate Social Responsibility. It is a signatory to theUnited Nations Global Compact, and is engaged in community and socialinitiatives on labour and environment standards in compliance with the

principles of the Global Compact. In accordance with this, it plays an activerole in community development, serving rural communities adjacent to itsmanufacturing locations.

With the foundation of its rich heritage, Tata Motors today is etchinga refulgent future.

ABOUT US

Powered by a pioneering spirit and a chain of constant innovations forover 50 years, Tata Motors Limited (TML) has redefined the art of buildingmotor vehicles. Today, Tata Motors Limited is the sixth largest medium andheavy commercial vehicle manufacturer in the world, with a significant

presence in Asia, Europe, Africa and Latin America.

World-class auto components are the backbone of all world-classvehicles. Keeping this in mind, Tata Motors Limited has collaborated withmajor players in the Auto Industry. The Joint Venture with Cummins,associations with companies like Johnson Controls, Toyo Radiators, Chuo

Springs, Ficosa, Yazaki, Yutaka-Giken, Sungwoo Hitech, Owens Coring,Knorr-Bremse, Farurecia and Menzolit Fibron, reaffirm Tata Motorscommitment to delivering higher productivity and profitability to thetransportationindustry.

Tata Motors Limited marked its emergence as a strong multi-nationalplayer with the acquisition of the Daewoo Commercial Vehicles Plant inMarch 2004. The robotized factory at Gunsan in South Korea, bus-body

manufacturing plants in Ukraine and South Africa and assembly plants inBangladesh and Malaysia, are testimony to the strong presence of TataMotors Limited across the world.

The Company also gained enhanced credibility as a global powerhouse when the Government of Senegal approached Tata MotorsLimited for technological assistance in setting up a bus-body plant at Thies.

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Right from the earliest trucks that helped move goods around the

country, to chassis for buses that virtually form the backbone of the Indianpublic transport system today, Tata vehicles have, quite literally, moved thenation ahead. Tata Motors is India's only fully integrated automobile

manufacturer with a portfolio that covers trucks, buses, utility vehicles andpassenger cars. With over 3 million

GreenMatters:Tata Motors,a Company that cares about the future... True to the

tradition of the Tata Group, Tata Motors is committed in letter and spirit toCorporate Social Responsibility. It is a signatory to the United NationsGlobal Compact, and is engaged in community and social initiatives onlabour and environment standards in compliance with the principles of theGlobal Compact. In accordance with this, it plays an active role incommunity development, serving rural communities around itsmanufacturing locations.

Tata Motors believes in technology for tomorrow. Our productsstand testimony to this. Our annual expenditure on R&D is approximately2% of our turnover. We have also set up two in-house Engineering ResearchCenters that house India's only Certified Crash Test Facility. We ensure that

our products are environmentally sound in a variety of ways. These includereducing hazardous materials in vehicle components, developing extendedlife lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has

been making conscious effort in the implementation of severalenvironmentally sensitive technologies in manufacturing processes. TheCompany uses some of the world's most advanced equipment for emissioncheck and control.

Tata Motors concern is manifested by a dual approach -1) Reduction of environmental pollution and regular pollution control drives

2) Restoration of ecological balance.

Our endeavors towards environment protection are soil and waterconservation programmers and extensive tree plantation drives. Tata Motorsis committed to restoring and preserving environmental balance, by reducingwaste and pollutants, conserving resources and recycling materials.

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Reducing Pollution:Tata Motors has been at the forefront of the Indian automobile

industry's anti-pollution efforts by introducing cleaner engines. It is the firstIndian Company to introduce vehicles with Euro norms well ahead of the

mandated dates. Tata Motors joint venture with Cummins EngineCompany, USA, in 1992, was a pioneering effort to introduce emissioncontrol technology for India. Over the years, Tata Motors has also madeinvestments in setting up of an advanced emission-testing laboratory.

With the intention of protecting the environment, Tata Motors hasupgraded the performance of its entire range of four and six cylinder enginesto meet international emission standards. This has been accomplished withthe help of world-renowned engine consultants like Ricardo and AVL. Theseengines are used in Tata Motors vehicles in the Indian market, as well as inover 70 export markets.

Tata Motors is constantly working towards developing alternativefuel engine technologies. It has manufactured CNG version of buses andfollowed it up with a CNG version of its passenger car, the Indica.

Restoring EcologicalBalance:

Tata Motors has set up effluent treatment facilities in its plants, toavoid release of polluted water into the ecosystem. In Pune, the treated wateris conserved in lakes attracting various species of birds from around theworld thus turning the space into a green belt.

Tree plantation programmers involving villagers and Tata Motorsemployees; have turned acres of barren village green. Tata Motors has

planted as many as 80,000 trees in the works and the township and morethan 2.4 million trees have been planted in Jamshedpur region. Over half amillion trees have been planted in the Poona region. Tata Motors has

directed all its suppliers to package their products in alternate materialinstead of wood.

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End of Life Vehicle Treatment and Recycling:

India is a recycling society with many people making value out therecovery of waste materials discarded from products at the end of theiruseful life.

However, Europe, and some other export markets, haverecognized that they have become a 'throwaway' society in recent decades,and are now introducing waste prevention regimes in different industrysectors to collect and recycle valuable resource rather than it ending up inlandfill.

In the Automotive sector, the European End of Life Vehicle(ELV) Directive, points responsibility for this issue to vehiclemanufacturers, and the scrap car recovery industry. Similar regulations are

being introduced in Japan and Korea.

Naturally, Tata Motors has already met the 'producerresponsibility' aspects of the ELV Directive, such as compliance to Heavymetals and other hazardous substance restrictions. Also, material codemarking of plastic parts has been introduced to aid achievement of

demanding European recycling targets.

Central to this European regulation is for manufacturers to provide free take-back networks for environmentally sound treatment ofElves. Last owner contacts for access to Tata Motors subscribed take-backschemes can be found in: www.tatamotors.com/takeback.php

Only specially authorized vehicle dismantler and shredderoperators are allowed to treat ELVs in Europe, and they have access to TataMotors ELV treatment information by registering on:

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COMMUNITYDEVELOPMENT:

The Company's Community Service Division works throughvarious societies to improve the conditions of neighboring villages -encouraging economic independence through self-initiated cottage industries

and contributing to community and social forestry, road construction, ruralhealth, education, water supply and family planning.

Tata Motors has been making numerous well-planned efforts in thearea of rural development, with specific focus on the following:

Health & Sanitation:Mobile health service staff provides preventive and curative health

services under the "Health for All" programme. They train village health

workers in conducting the same. Safe drinking water facilities are providedto ensure health of the villagers.

Employment Generation

Tata Motors encourages self-sufficiency with the aim to improvingthe confidence, morale and lives of its employees and their dependents. TheCompany has worked on some novel ideas around its townships. Employees'

relatives at Pune have been encouraged to form various industrial co-operatives engaged in activities such as re-cycling of scrap wood into cratesand furniture, welding, steel scrap baling, battery cable assembly etc. TheTata Motors Grihini Social Welfare Society caters to employees' womendependents'. The women folk make a variety of products, ranging from

pickles and uniforms to electrical cable harnesses etc.

Community Centers:These centers are situated in various parts of Jamshedpur, Pune and

some of their neighboring towns. The centers regularly organize variousprogrammers & neighboring populations are encouraged to participate inthese activities.

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Some of our Services:

Comprehensive AC repairs conducted using modern AC chargingmachines.

Comprehensive accidental repairs done by experts in Body and Paintshop Technology

Value Added Services - Car Care Treatments, Anti Rust Applications,18 + 18 / 18 + 30 extended Warranty benefits, fuel additives, enginedecarburizing, etc.

Service Packages - Gold club member ship, Annual Maintenancecontract, Annual Scheduled Service contract, Vehicle Health checkup

plan, etc.

Availability of Value for Money Reconditioned aggregates like engines,

power steering, AC compressors (Reconditioned by OEMs)

workshops Qualified and trained Technicians, Service Advisors and Customer

Relationships Officers. Use of special tools and quality parameters for repairs. Best in industry labour charges. 24 hours helpline and a breakdown help line vehicle 100% assurance of usage of genuine Tata Motors spare parts. Usage of specially blended lubricants and long lasting paints 1 year warranty on workmanship on all kinds of repairs

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Dear Customer

As a valued Tata Motors' Customer, you are entitled to get following supportfrom this workshop:

Quality servicing / repairs of your car!

Free repair of the complaint that reappears within 3000 kms or 1month (whichever is earlier) after being attended at this set-up.

Quality washing of your car!

If you are not satisfied with the washing quality of your car, we willclean it again to your satisfaction!

On-time delivery!

If you do not get your car back on the promised day*; we will waiveoff 10% on the labour bill of your car!

*In case of increase in job content / parts not available. ServiceAdvisor will intimate you the revised delivery date & time in advance

Follow-up call after service!

This workshop wills contact you on the 4th day after the delivery ofthe vehicle, to ensure your satisfaction with the service. Hence, werequest you to provide us your latest phone number.

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RECOMMENDED PRODUCT

If you do not get the above services, please let us know throughthe "Customer's Voice" form kept near the drop box. It has been our

objective and our Endeavour to introduce high quality lubricants andcoolants time and again for the benefit of esteemed customers like you.These quality lubricants are of superior quality and are rigorously tested atour Engineering Research Centre, Pune. Use of the same in your vehiclesensures superior engine and other aggregate performance and enhances itslife.

We have tied up with M/s Castrol India Ltd, M/s HindustanPetroleum Ltd, M/s Exxon Mobil Lubricants Pvt Ltd & M/s SCCI India PvtLtd for supply of these lubricants and Coolants in the Dealer / Tata

Authorized Service Centre workshops.

Our Partners in this Endeavour

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ORGANIZATION PROFILE

Brief History of AUTO FIN LIMITED HYDERABAD

The AUTOFIN LIMITED was established in November, 05, 2005.They are the authorized Dealers for all kinds of TATA Cars in the territoryof Andhra Pradesh. The chairman of AUTOFIN LIMITED is Gautham Jain,Managing Director is Varun Jain. They have 3 sales outlets and 1 workshopin twin cities. The shorooms are located in prime localities at:

Medical Highway, Bowenpally, Secunderabad.

Salem nagar colony, Malakpet, Hyderabad.

Opp:Paradise Hotel, Paradise, Secunderabad.

The AUTOFIN LIMITED is Having 18,000 Sft workshop of highstandards is located in Bowen Pally. It is not only one of the largest inIndia, but also one of the most well equipped and modern work shops.Manned with a team of technicians with vast knowledge & experience,most of them are trained at TATA plant. All vehicles are repaired &

subsequently pass through internal quality check for workmanship. Theyare assured of genuine spares and timely deliveries. And one work shopis located at

Medical highway, Bowenpally, secunderabad.

The average fiscal sales for the year 2006-07 were approximately4000 vehicles and turnover of around 120 crores. They received thefollowing Awards for Excellence.

Rated as the best decorated show room for 3 times

No. 1 in sales in South India.

Auto fin limited is today among the top 10 TATA dealers in customersatisfaction and service.

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HISTORY

It has been a long and accelerated journey for Tata Motors, India'sleading automobile manufacturer. Some significant milestones in thecompany's journey towards excellence and leadership.

1945to 1950

Tata Engineering and Locomotive Co. Ltd. was established tomanufacture locomotives and other engineering products.

Steam road roller introduced in collaboration with Marshall Sons(UK).

1951 to 1960

Collaboration with Daimler Benz AG, West Germany, formanufacture of medium commercial vehicles. The first vehiclerolled out within 6 months of the contract.

Research and Development Centre set up at Jamshedpur.

1961to 1970

Exports begin with the first truck being shipped to Ceylon, now SriLanka.

Setting up of the Engineering Research Centre at Pune to provideimpetus to automobile Research and Development.

1971to 1980

Introduction of DI engines.

First commercial vehicle manufactured in Pune.

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1981 to 1990

Manufacture of Heavy Commercial Vehicle commences.

First hydraulic excavator produced with Hitachi collaboration.

Production of first light commercial vehicle, Tata 407,indigenously designed, followed by Tata 608. .

1991to 2000

Launch of the 1st indigenous passenger car Tata Sierra.

TAC 20 crane produced.

One millionth vehicle rolled out.

Launch of the Tata Estate.

Joint venture agreement signed with Cummins Engine Co. Inc. forthe manufacture of high horsepower and emission friendly dieselengines.

Launch of Tata Sumo - the multi utility vehicle.

Launch of LPT 709 - a full forward control, light commercialvehicle.

Joint venture agreement signed with M/s Daimler - Benz /Mercedes - Benz for manufacture of Mercedes Benz passengercars in India.

Joint venture agreement signed with Tata Holset Ltd., UK formanufacturing turbochargers to be used on Cummins engines.

Mercedes Benz car E220 launched.

Tata Sumo deluxe launched.

Tata Sierra Turbo launched.

100,000th Tata Sumo rolled out.

Tata Safari - India's first sports utility vehicle launched. 2 millionth vehicles rolled out.

Indica, India's first fully indigenous passenger car launched.

115,000 bookings for Indica registered against full payment withina week.

Commercial production of Indica commences in full swing.

First consignment of 160 Indicas shipped to Malta.

Indica with Bharat Stage 2 (Euro II) compliant diesel enginelaunched.

Utility vehicles with Bharat 2 (Euro II) compliant engine launched.

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Indica 2000 (Euro II) with multi point fuel injection petrol enginelaunched. .

2001 to 2004

Indica V2 launched - 2nd generation Indica. 100,000th Indica wheeled out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler. Unveiling of the Tata Sedan at Auto Expo 2002. Petrol version of Indica V2 launched. Launch of the EX series in Commercial vehicles. Launch of the Tata 207 DI. 2,00,000th Indica rolled out. 5,00,000th passenger vehicle rolled out. Launch of the Tata Sumo'+' Series Launch of the Tata Indigo. Tata Engineering signed a product agreement with MG Rover of the

UK.

Launch of the Tata Safari Limited Edition.

The Tata Indigo Station Wagon unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering

becomes Tata Motors Limited. 3 millionth vehicle produced. First City Rover rolled out 135 PS Tata Safari EXi Petrol launched Tata SFC 407 EX Turbo launched Tata Motors unveils new product range at Auto Expo '04. New Tata Indica V2 launched Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign

investment agreement Indigo Advent unveiled at Geneva Motor Show Tata Motors completes acquisition of Daewoo Commercial Vehicle

Company Tata LPT 909 EX launched Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the

heavy duty truck 'NOVUS' , in Korea

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Sumo Victa launched Indigo Marina launched Tata Motors lists on the NYSE

2005

Tata Motors rolls out its 500,000th Passenger Vehicle The Tata Xover unveiled at the 75th Geneva Motor Show Branded buses and coaches - Starbus and Globus - launched Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish

bus manufacturing Company Tata Ace, India's first mini truck launched Tata Motors wins JRD QV award for business excellence. The power packed Safari Dicor is launched Introduction of Indigo SX series - luxury variant of Tata Indigo Tata Motors launches Indica V2 Turbo Diesel. One millionth passenger car produced and sold Inauguration of new factory at Jamshedpur for Novus Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV)

2006

Tata Motors unveils new long wheel base premium Indigo & X-overconcept at Auto Expo 2006

Indica V2 Xeta launched Passenger Vehicle sales in India cross one-million mark Tata Motors and Marco polo, Brazil, announce joint venture to

manufacture fully built buses & coaches for India & markets abroad Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate range TDCV develops South Korea's first LNG-Powered Tractor- Trailer Tata Motors and Fiat Group announce three additional cooperation

agreements Tata Motors introduces a new Indigo range

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2007

Tata Motors launches the long wheel base Indigo XL, India's first

stretch limousine

Tata Motors' integrated Customer Relationship Management(CRM)- Dealer Management System (DMS) initiative crosses the

significant milestone of covering 1000 locations in India and

abroad.

Tata Motors introduces Magic & Winger - creates new segments in

urban and rural passenger transportation.

FEATURES

Mission, vision and values

Tata Motors constantly looks for ways to offer the customer the bestvalue for money. Beginning with a single truck model way back in the1950s, today we have over 150 models and variants of vehicles, designed totransport goods and passengers. Our commercial vehicles can haul loads

ranging from 2 tonnes to 40 tonnes. Likewise we have mini buses that canseat 12 people and buses that can accommodate as many as 60. Tippers,Tractor-trailers, 4x4 off road vehicles, multi-utility vehicles-our range arevast.

A significant breakthrough has been the development andcommercialization of the truly Indian cars- Tata Indica and Tata Indigo.

Our vehicles are capable of meeting stringent Euro norms. And wehave been able to do so by using technology, which is environmentallysustainable.

Browse through our product range below to know more about ourInternational market models.

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Previous news& achivements

December 2007

Tata Motors introduces its new range of medium and Heavycommercial

Tata Motors, Fiat jointly participating at New Delhi Auto Expo ...

Total vehicle sales at 46,947 nos.

November 2007

Tata Motors rolls out its one millionth car off the Indica ...

Total vehicle sales at 49,354 nos. grow by 13%

October 2007

Consolidated Net Revenue grows by 6.22% to Rs.8205.23 crores in2nd ...

Tata Motors flags off initiative to support primary and secondary ...

Tata Motors Limited - Board Meeting

Tata Motors launches Indica V2 Turbo with dual airbags and ABS

Tata Motors launches new extra fuel efficient Sumo Victa Turbo DI ... Fiat Group and Tata Motors announce establishment of Joint Venture

in. Tata Motors launches new Safari range with new generation 2.2 liter


September 2007

Announcement from Tata Motors

Tata Motors appoints 1st batch of 17 Singur Youth


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August 2007

Tata Motors to expand product range offering

Appointment of Independent Non-Executive Director Total vehicle sales at 42,098 nos.

July 2007

Tata Motors Consolidated Net Revenue grows by 13% toRs.7631.28...

Tata Motors bags National Award for Excellence in Cost

Management Total vehicle sales at 44,317 nos.

June 2007

Tata Motors prices a US$ 450 Million (excluding Green Shoe Option)

Tata Motors begins health camps in Singur

Raising of additional long term resources in the international market

Tata Motors introduces Magic and Winger

Total vehicle sales at 42,558 nos. Year-on-Year increase 3%; ...

May 2007

Tata Motors CRM-DMS initiative crosses the 1000th locationmilestone

P.M. TELANG APPOINTED EXECUTIVE DIRECTOR

Consolidated Revenue in 2006-07 grows by 36% to Rs.36987.82crores ...

Tata Motors establishes another benchmark with Tata Indigo ...

Tata Motors Limited - Board Meeting

Tata Indigo XLs range expanded

Total vehicle sales at 40,486 nos., up 11% Exports up 13%

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April 2007

Tata Motors Announces Upgraded Entry Utility Vehicle Range

Delhi High Court upholds DTC order of 500 low-floor buses fromTata ...

Tata Motors launches mini truck - Tata ACE - in Nepal

Tata Motors to supply 500 state-of-the-art low-floor buses for Delhi Fiat announces the launch of the new Polio Stile Maharashtra Chief Minister inaugurates Fiat's new production facility

Tata Motors posts sale of 5,79,378 nos. in 2006-07, highest ever by ...

March 2007

Tata Motors rolls out the 100,000th Ace in just 22 months Sales...

First ever SAARC Car Rally flagged off from Bangladesh TataMotors is...

Statement on Tata Motors Small Car Project Tata Motors unveils the Tata Elegant Concept

Total vehicle sales at 53,707 nos., up 19%

February 2007

204 Singur residents take test for advanced training

Tata Motors receives Golden Peacock Global Award for CorporateSocial ...

Fiat and Tata announce agreement for pick-up production inArgentina

Iveco and Tata Motors explore strategic alliance opportunities

Tata Motors selects second batch of trainees from among Singur 5Second batch of ITI-educated Singur youth take tests for Tata

Motors ...

Tata Motors extends its common rail diesel (DICOR) engine to the

First self-help group of Singur women start food supply for Tata ...

An engine which uses air as fuel

Total vehicle sales at 55,440 nos., up 19%

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January 2007

Singur community comes forward for Tata Motors Small Car plant;About ...

Tata Motors Revenue Growth of 37% at Rs.6957 Crores

Tata Motors sales cross half a million mark in 2006

Tata Motors begins initial steps for construction of Small Car plant ...

Plant commissioned in Pakistan to assemble Tata Daewoo trucks Tata Motors launches the long wheel base Indigo XL, Indias first ...

New 2007 Indica V2 range launched

Tata Motors selects first batch of trainees from among Singur ... Total vehicle sales at 48, 792 nos., up 37% Exports u

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BOARD OF DIRECTORS

Name of thedirector

Category Attedenceat meetings

As on march 31 2009 Share-holding

No.ofdirectorshi

ps

Commitepositions

Board

General

Member

Chairmen

Ratan N tata Non-ExecutiveChairman,

8 Yes 14 - - 53288

NA Soonawala Non-Executive,Promoter

8 Yes 6 - 3 0

JJ Irani Non-Executive,Pormoter

7 Yes 11 2 - 1850

JK Setna Non-Executive,Independent

2 Yes - - - 0

VR mehta Non-Executive,Independent

8 Yes 6 2 3 9332

R

Gopalakirshnan

Non-Executive,

Pormoter

5 Yes 11 4 - 3750

NN Wadia Non-Executive,Independent

4 Yes 10 1 - 0

SA Naik Non-Executive,Independent

8 Yes 2 1 1 1310

SM Palia Non-Executive,Independent

6 Yes 9 2 4 200

Ravi kanth Managing Director 8 Yes 6 1 - 0

Praveen P

Kadle

Executive Director 8 Yes 9 7 - 1227

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PRODUCT DETAILS

Four models for Tata Indica V2:-

Indica V2 DLX:

Power steering, Central locking system, four power window. Aboutconvenience of driving, HVAC system provides good cooling effect. Doorhandles, body colored bumpers, ORVM and wheel arch flair are few moreadvantages.

Indica V2 DLG:

This model have body colored bumpers, the wheel arch flairs, internallyadjustable OVRM and central locking system. Front windows are powerwindows. To avoid the scorching heat in a summer days, HVAC system ofcooling can soothe anybody inside the car.

Indica V2 DLS:

Power steering and other features like internally adjustable OVRM, sillvalence, body colored bumpers, and the wheel arch flair have made this carcomfortable and secured for driving.

Indica V2 DLE:

Adjustable internally OVRM on the driver's side, sill valence, grey wheelarch flairs add a new touch in terms of security as well as elegance.

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Indica V2 Xeta GLX:

Central locking system, Power steering , Four power windows. HVACsystem gives nice cold feelings. Body colored bumpers, OVRMs, doorhandles and the wheel arch flairs.

Indica V2 Xeta GLG:

With the different looks and almost with the alike features of the GLX. It hasfront power window facility.

Indica V2 Xeta GLS:

Power steering, Body colored bumpers, Internally adjustable OVRM, sillvalence, wheel arch flairs.

Indica V2 Xeta GLE:

Sill valence, grey wheel arch flairs and internally adjustable OVRM on theside of the driver.

Four models for Tata Indica V2 Turbo:

Indica V2 Turbo DLG

DLG with its power steering and front power windows is a verycomfortable car with its HVAC system of cooling and, is reliable car with itscentral locking system.

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Indica V2 Turbo DLX:

DLX is the most advanced version of Indica V2 Turbo for its addedfew features along with the features of DLG. Its leathered wrapped steering,luxurious seats and adjustable headrest provide total comfort of long-driving.

Indica V2 Xeta

The new Indica Xeta. Its extra Efficiency Torque Advantage petrolengine delivers 12.4 kgm torques, for a smoother and more responsive drive.With instant pick up and fewer gear changes in stop-start city traffic.

The technologically superior MPFI engine comes with a 32-bitmicroprocessor, and sports 12 sensors, including a knock control sensor toreduce damage from adulterated fuel. The result? Even more enjoyable longdrives, with a frugal fuel consumption at 14 kmpl.

Its spacious cabin - the biggest in its class, seats three people comfortably inthe rear, with ample elbow room and generous leg room. The luxurious

beige interiors come as a standard feature Step into the Xeta. You'll realizewhy the Indica Xeta is not just a common car.

Indica V2

Uniquely styled and innovatively packaged, the Indica is designed andengineered to meet the highest standards of international quality and also to

stand up to the tough demands of Indian roads and weather conditions.Every feature of the car reflects a deep understanding of the Indian marketand promises much more than any other car in its category.

The Indica is brought to you by TATA Motors, the people who know Indialike no one else does. So when you get behind the wheel of an Indica, youcan feel proud about driving one of the finest cars in the country.

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Indica Turbo

The new Indica V2 Turbo is the only car in the B segment to offer a Turbocharger. The car features a Turbo diesel engine that delivers an improved topspeed and an enhanced output of 68PS @ 4500 rpm. While the increasedtorque of 130Nm @ 2500 rpm is the highest in its class. Apart from thechanges in the engine, the car also features 14" wheels among other classleading features.

It is available in 3-colour options including:

The exclusive Cherry Red colour, which is available in the Europeanmarket.

The Indica V2 Turbo is available in DLG and DLX models, at an incremental cost to the consumers.

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PRODUCT PICTURES

PRODUCTS OF TATA MOTORS

INDICA V2 INDICA LX

SAFARI DICOR TURBO

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TATA SUMO SAFARI DELUX

SUMO VICTA

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INDICA V2

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The Tata Motors People's Car Luxury Version (Tata nano)

CAR OF THE YEAR-2008

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Customer Satisfaction

Definition of Customer Satisfaction

Kotler (1997) defines customer satisfaction as follows:

Satisfaction is a person's feelings of pleasure or disappointment resultingfrom comparing a Products perceived performance (or outcome) in relationto his or her expectations.

Brown (1992) defines customer satisfaction as:

The state in which customer needs, wants and expectations throughout theproduct or service's life are met or exceeded resulting in repeat purchase,loyalty and favorable worth-of mouth.

According to Jones and Sasser (1995), four basic elements affect customersatisfaction.

They are: The basic elements of the product or service, basic supportservices, a recovery process for counteracting bad experiences, and

extraordinary service. There are many definitions of the key elements of theservices, but this one is considered appropriate in the context of care or aftersales services.

Satisfaction is a function of perceived performance and expectation. If the performance matches the expectations the customer is satisfied. If theperformance exceeds the expectation the customer is highly satisfied anddelighted. If the performance does not match the expectations the customeris dissatisfied. Satisfaction is a persons feelings of pleasure of

disappointment resulting for comparing a products perceived performance(out-come) in relation t his/her expectation. The link between customersatisfaction and customer loyalty is proportional. Suppose customersatisfaction is rated on a scale from 1 5. At a very low levels of customersatisfaction.

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.Level-1, customers are likely to abandon.

Level-2 to 4, customers are fairly satisfied but still find tit easy to

switch when a better offer comes along.

Level-5, the customer is very likely to repurchase an even spread good

word of mouth about the company.

Customers are very likely to repurchase LEVEL5

Customers are fairly satisfied LEVEL 2-4

Low level of customer satisfaction LEVEL 1

The key to generating high customer loyalty is to deliver highcustomer value. A companys value proposition is much more than its

positioning on a single attribute. Most of the successful companies are

raising expectations and delivering performances to match. These companiesare aiming for TCS Total Customer Satisfaction. Customer satisfaction is

both a goal and a marketing tool. Companies that achieve high customersatisfaction ratings make sure that their target market is known.

After sales support management system is apart of ERP EnterpriseResource Planningsolution dealing with the support module after the salesof product. It creates an advanced environment to the organization, whichare in to technical support after sales e.g. Companies offering electronicgoods and motor vehicles etc.

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The functional features include:

Customer complaints tracking

Service engineers information tracking

Job scheduling for the complaints

Spares management

Online support

Reports

Customer complaints tracking

Complaint is the start point of any technical support system. With outa client request the technical support is not initiated. Complaint trackingis done as follows:

Client may come down or make a phone call or complaint online

The client is validated. The client may have an annual maintenance

contract or may have a product in warranty or of warranty.

The intensity of the complaint is to be estimated to allocate

resources.

Expected service type has to be finalized. It may be online

assistance indoor or onsite assistance.

Service Engineers information tracking:

Information about the engineers is inevitable in job scheduling.

Information about the engineers has to be added, deleted or modified in the

database. It may contain the following: the name, id of the engineer; the skill

set of the manager; the status of the engineer.

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Job scheduling for the complaints:

Job scheduling means sequencing the request to its intensity,assignment of a service engineer and creating a job card. It is done tooptimize the technical resources and to render the best service to thecustomer. Minor problem are processed by technicians requests are handled

by the expert team.

The job card includes the following:

The compliant id, the assigned engineer id, the data and time of service,the spare details, no. of man hours required etc.

The spare part name and serial number

The available quantity of each spare part

The prize, warranty and other specifications

The supplier information.

Online support:

The service is done online also. The client may visit the website toobtain basic support information about the product and FAQ. He can chatwith the service engineer on phone or online.

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Report:

The report reflects the current status of the system. The reports that can begenerated are as follows:

Customer request report status of the system. The reports that can be

requests.

Service engineer report provides the information about the skills and

strengths of the support team.

Job scheduling report states the allotment of engineers to jobs.

Spares report discloses the availability of all the shapes in the system.

Receipts and payments report gives information about the cash flow in

the system.

Bills generation.

Customer satisfaction tracking:

Customer satisfaction is the key concept to dictate the future of theorganization. In order to maximize the customer satisfaction along withquick response and efficient service some other activities are to be

performed.

They may be as follows:

Reception of the customer with hospitality.

Entertaining environment to the customer.

Providing guidance about the usage and maintenance of the

product.

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Offering gift and discounts.

Operationalisation of Customer Satisfaction

As customer needs and expectations are changing all the time, thiswill lead to a situation whereby customers keep setting ever higherstandards, and therefore to achieve perfection is impossible. Markets should

be seen as a group of individual companies, and each of them must betreated individually with different requirements, experiences, commitments,and relationships. Implementing customer satisfaction philosophy meansidentifying customers, then identifying their needs and expectations andfinally, measuring their perceptions. Knowing the needs of the customer

makes it easier to anticipate the ideal set of products and services. A majorflaw for all the companies has proved to be their inability to understandother ways that customers can be satisfied. By implementing direct andcontinuous employee contacts with the customers, the customers'requirements and expectations can be determined. This employee-customerconnection additionally conveys the message that the company cares abouttheir customers.

Customer needs can be determined through marketing research,

customer interviews, reading customer concerns, or involving customers inthe design of services and service deliveries. In order to decide if the servicecan be provided at a profit, it is necessary to link value equation to thestrategic service vision. Working together with both supplier and customercan increase profitability by expanding margin potential.

A customer satisfaction study should begin by asking about the factorsaffecting customer satisfaction, how important those factors are for thewhole, and the level of customer satisfaction. A problem with customersatisfaction surveys (Naumann, 1994) is that a poor customer satisfaction

programme yields vague data and raises customer expectations. If customerexpectations are raised and a company's performance remains the same, thecustomer's overall satisfaction will decrease.

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Business Definition for: After-sales Service

Customer support following the purchase of a product or service. Insome cases, after-sales service can be almost as important as the initial

purchase. The manufacturer, retailer, or service provider determineswhat is included in any warranty (or guarantee) package. This willinclude the duration of the warranty traditionally one year from thedate of purchase, but increasingly two or more years maintenanceand/or replacement policy, items included/excluded, labor costs, andspeed of response. In the case of a service provider, after-sales service

might include additional training or helpdesk availability. Of equalimportance is the customer's perception of the degree of willingnesswith which a supplier deals with a question or complaint, speed ofresponse, and action taken.

After Sales Excellence

After Sales Excellence is a key driver for customer satisfaction and loyalty

but also a very important source of revenues and profits throughout a vehicle

lifecycle. Our after sales experts support our clients in all relevant areas of

after sales service to improve the internal cost base, the retail attractiveness

as well as customer satisfaction. Our results are measurable - significant

improvements on key indicators such as warranty costs, service quality, and

fixed first visit rate.

Supply Chain Excellence

Our Supply Chain Excellence service enables you to realize substantial

improvements in your supply chain performance in terms of cost, efficiency,

lead times, demand management, customer service and working capital

requirements. We measure, improve and qualify supply chain organizations

and processes and support our clients by identifying and rapidly

implementing cost and efficiency savings in the entire supply chain. This

can be achieved with the comprehensive, cross-functional redesign of all

logistics processes leveraging the entire supply chain including customers

and suppliers. With our proven Integrated Supply Chain Excellence Audit

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we quickly identify gaps to proven best practices and benchmarks within,

and beyond, the Automotive Industry.

Value Chain DesignConstantly reviewing the companies value chain in a rapidly evolving

environment; deriving required core competencies and partnerships is a key

management responsibility. We help our clients design their value chain in

terms of a global engineering footprint, production and service network,

thereby improving efficiency and customer satisfaction in alignment with

corporate strategy.

Customer Contacts and Relationships

In all cases, the supplier had been involved with the customer sincethe beginning of the network building. It is difficult to distinguish whethersome of the changes in customer-supplier relationship were due to theduration of the relationship between the two parties and whether some of thechanges were caused by changes in the customer's needs resulting from thecustomer's new position in the network life cycle curve. For the results ofthis research, that question in terms of the underlying factors has notaddressed, but for future studies, it would be relevant to clarify which of

these two factors is the more significant or in fact, whether they can bedistinguished.

Relation of the Care to Customer Satisfaction

Innis and La Londe (1994) discovered that several customersatisfaction variables significantly affect a customer's total customersatisfaction. Customer service attributes received high ratings for theimportance of customer satisfaction. Attributes for physical distribution of

customer service were rated higher than many marketing attributes.

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Most Important Services

Barsky (1995) proposed that what is important for one customer maynot be important for another. Barsky proposes this in the area of prioritymarketing, and the idea was applied to different services in general. When a

buyer considers closer integration with a supplier, they may consider that itwill most likely limit the number of potential suppliers and fear that the

partner may take advantage of this by increasing prices or delivering poorerquality or poorer service. Interlocking with the supplier can limit theopportunity to acquire innovations if the supplier lacks the capability of

being a leading-edge supplier. Research has shown that there are frequentlydifferences between the views of the supplier's management on customervalue and the customers' views on what they say they value. This wasstudied in the present study as well.

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DATA ANALYSES

1. What is the model of cares used by customers?

A) Indica DLX

B) Indica V2

C) TATA Sumo

D) TATA SafariE) TATA Dicor

S.No Models No.of Respondents

Percentage

1

2

3

4

5

Indica DLX

Indica V2

TATA Sumo

TATA Safari

TATA Dicor

37

37

13

10

03

37

37

13

10

03

Total No.of Respondents 100 100%

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37 37

13

10

3

0

5

10

15

20

25

30

35

40

Indica

DLX

Indica

V2

TATA

Sumo

TATA

Safari

TATA

Dicor

Interpretation:

It is observed that 37% of the total respondents use Indica

DLX, 37% of the respondents use Indica V2,13% of the respondents use

TATA Sumo,10% of the respondents use TATA Safari and last 03% of

respondents use TATA Dicor model.

.

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2. Which type of Car have you bought?

A)New

B) Pre Owned

S.No Buyers No. of Respondents

Percentage

1

2

New

Pre Owned

94

6

94

6

Total No. of Respondents 100 100%

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94

6

0

10

20

30

40

50

60

70

80

90

100

New Pre Owned

Interpretation:

From the survey conducted it is observed that 94% of the respondentspurchased new cars and 6% of the respondents purchased Pre Owned cars.

3. Whether the price of the Vehicle is?

A) Affordable

B) Not Affordable

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85%

15%

Affordable

Not Affordable

S.No Price No. of Respondents

Percentage

1

2

Affordable

Not Affordable

85

15

85

15


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Interpretation:

It is observed that 85% of the people feel that the price of vehicle is

affordable, and 15% of people feel that the price of vehicle is not affordable.

4. What is the purpose of buying this Car?

A) Personal use

B) Rental use

C) Other use

S.No Purpose of

buying

No. of

Respondents

Percentage

1

2

3

Personal use

Rental use

Other use

87

10

3

87

10

3


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87%

10%

3%

Personal use

Rental use

Other use

Interpretation:

From the data collected it is observed that 87% of the customers use

their vehicle for personal use, 10% of the customers use their vehicle use for

rental and 3 % of the buyers use for other use.

5. Who influenced in buying this Car?

A) Your selfB) Family

C) Friends

D) Advertisement

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48

32

12

8

0

5

10

15

20

25

30

35

40

45

50

Your self Family Friends Advertisement

S.No Influenced No. of Respondents

Percentage

1

2

3

4

Your self

Family

Friends

Advertisement

48

32

12

8

48

32

12

8


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Interpretation:

From the study it is observed that 48% is influenced by themselves,

36% feel that the family place a vital role to purchase there vehicle, and then

comes to friends 12% and then advertisement 8%.

6. What does this car convey?

A) Status

B) Necessity

C) Comfort

D) Other

S.No Car Conveys No. of Respondents

Percentage

1

2

3

4

Status

Necessity

Comfort

Other

24

54

18

04

24

54

18

04


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24

54

18

4

0 10 20 30 40 50 60

Status

Necessity

Comfort

Other

Interpretation:

From the data collected it is concluded that 24% of the consumers

purchase the vehicle to maintain the status, where as 54% of the consumers

purchase the vehicle because of their necessity. 18% of the consumers

purchases as it gives comfort, 12% of the consumer purchase the vehicle for

other reason.

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7. What are the reasons for buying this Car?

A) Price

B) Mileage

C) Service

D) Brand Image

S.No Crucial No. of Respondents

Percentage

1

2

3

4

Price

Mileage

Service

Brand Image

34

53

7

6

34

53

7

6


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34

53

7 6

0

10

20

30

40

50

60

Price Mileage Service Brand Image

Interpretation:

It is concluded from the study that 34% of them say that price is

crucial, 53% of them say mileage and 7% & 6% of them say

service and brand image.

8. You use your Car mostly for?

A) Office

B) Family

C) Long drives

D) Shopping

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44

45

9

2

0 10 20 30 40 50

Office

Family

LongDrives

Shopping

Interpretation:

S.No Car used for No. of Respondents

Percentage

1

2

3

4

Office

Family

Long Drives

Shopping

44

45

9

2

44

45

9

2


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It was observed that 44% of the respondents use there vehicle

for going to office, 45% of the respondents use there vehicle to

take there family out and 2% and 9% of the respondents use there

vehicle of shopping and long drives.

9. How long you will use this vehicle?

A) 1-2 years

B) 2-4 years

C) 4-8 years

D) 8 years & above

S.No How long youwill use

No. ofRespondents

Percentage

1

2

3

4

1-2 years

2-4 years

4-8 years

8 years & above

5

15

68

12

5

15

68

12


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5

15

68

12

0

10

20

30

40

50

60

70

80

1-2 years 2-4 years 4-8 years 8 years &

above

Interpretation:From the study it is observed that 5%and 15% of the consumer

keep their vehicle 1-2 years and 2-4 years and 68% and 12% of

consumers keep their vehicle for 4-8 years and 8 years &above.

10.Rate your satisfaction for the service provided by the

Organization?

A) Excellent

B) Good

C) O.K

D) Poor

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7

61

24

8

0 10 20 30 40 50 60 70

Excellent

Good

O.K

Poor

Interpretation:

S.No Satisfaction levelat service station

No. ofRespondents

Percentage

1

2

3

4

Excellent

Good

O.K

Poor

7

61

24

8

7

61

24

8


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From the survey conducted satisfied level at service center

show at X-axis and No.Respondents at Y-axis. 7 % of the

consumers said excellent, 61% said good and 24% and 8% of the

consumers said ok and poor.

11.Are you satisfied with mileage give by your Car?

A) yes

B) no

S.No Satisfied withmileage

No. ofRespondents

Percentage

1

2

Yes

NO

81

19

81

19


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81%

19%

Yes

NO

Interpretation:

It is observed that 81% of the respondents are satisfied with

mileage given by there car and 19% are not satisfied with mileage

given by there cars.

12.Express your satisfaction level on performance of your Vehicle?

A) satisfiedB) O.K

C) Not satisfied

S.No Performance of your vehicle

No. ofRespondents

Percentage

1

2

3

Satisfied

O.K

Not satisfied

80

20

00

80

20

00


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80%

20%

0%

Satisfied

O.K

Not satisfied

Interpretation:

It was observed that 80% of customers are satisfied on the

overall performance of the vehicle and 20% of the customers are at

constant (o.k).

13.Comment on the prices charged at service station?

A) High

B) Medium

C) Reasonable

D) Low

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8

38

56

2

0 10 20 30 40 50 60

High

Medium

Reasonable

Low

+

Interpretation:

S.No Comment onprices

No. ofRespondents

Percentage

1

2

3

4

High

Medium

Reasonable

Low

8

38

56

2

8

38

56

2


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It was observed that 8% of the respondents feel that the prices charged at

service station was high and 38% feel it is medium and 56% of the

respondents feel that the prices are reasonable cost and 2% feel that the

prices are low.

14.How is the performance of the executives?

A) Excellent

B) Good

C) O.K

D) Poor

S.No Performance of Executives

No. ofRespondents

Percentage

1

2

3

4

Excellent

Good

O.K

Poor

8

62

23

7

8

62

23

7


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8

62

23

7

0 20 40 60 80

Excellent

Good

O.K

Poor

Interpretation:

it is observed that 8% of the respondents feel that performance of

executives is excellent, 62% of the respondents said that performance of

the executives is good, 23% the respondents said the performance of the

executives is ok and 7% of the respondents said that performance of the

executives is poor.

15.Suggestions for the company?

--------------------------------------------------------------------

--------------------------------------------------------------------

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FINDINGS:

Most of the buyers are professionals and business people using the

TATA cars.

94% of the respondents purchase new cars only.

Nearly about 85% of the customers feel that the price of vehicle is

affordable.

About 87% of the respondents use TATA cars for there personal use.

The reason for purchase only TATA is necessity for 54% of the

customers, 24% of the consumers feels status and 18% feel

comfortable.

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Many of the respondents are satisfied with regard to mileage, price.

45% of the respondents use there vehicle to take there family out and

44% use for going to office.

61% of the respondents were satisfied with service provided by the

dealer at the service center, 24% and 7% of the respondents said ok

and excellent, and 8% of the respondents were not satisfied with

service at service station.

Above 56% of the respondents feel the prices are reasonable at the

service center. Where 8% and 38% of the respondents feel that the

prize are high and medium respectively.

62% of the respondents feel that the overall performance of the

vehicle is good, 8% and 23% of the respondents feel that the

performance of the vehicle is excellent and o.k.

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SUGGESTIONS

It is suggested that some more place should be provided for

luggage.

To provide better service to customers at work shop

To make the vehicle more spacious inside

To improve the comfort ness in the vehicle

Skilled and experienced persons should be provided at service

center, so that problems of the vehicle should be resolved

completely.

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Engine capacity should be increase, this leads to increase mileage

and pickup once when A/C is on

To increase the place of parking at work shop.

CONCLUSION

The global business environment is buzzing with the single most important

issue of Building a competitive edge by creating and retaining a large

number of customers than their goods and services every organization is

there fore seized of the task of establishing sustaining its worth to the

customer, who has been rendered unpredictable by competition

Therefore every business is making a continuous effort for achieving

customer effort for achieving customer loyalty

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In short it is total organizational culture and brand equity, which face

challenge. So that there is a perennial struggle amongst organizations to

sustain their existence in the market place, and hence in order to sustain the

stiff competition the company has to take up market Research frequently to

know the changing needs & preference of the customers.

This helps the company to reframe the policies in providing cutting edge

technology to satisfy the customer & retain him for a life time.

BIBLIOGRAPHY

Principles of Marketing : Philip Kotler & Gary Armstrong

Marketing Research : G.C.Beri

Consumer Behavior : Leon G. Shiftman

Services Marketing : Adlarian Palmer

Magazines : Auto India

: Business Today

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Journals : ICFAI General of Marketing

: Retail Marketing

Web Sites : www.tatamotors.com

: www.autofinlimited.com

: www.google.com

QUESTIONNAIRE

What is the model of cares used by customers?

b) Indica DLX

c) Indica V2

d) TATA Sumo

e) TATA Safari

2. Which type of Car have you bough

a) New

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b) Pre Owned

3. Whether the price of the Vehicle is?

a) Affordable

b) Not Affordable

4. What is the purpose of buying this Car?

a) Personal use

b) Rental use

c) Other use

5. Who influenced in buying this Car?

a) Your self

b) Family

c) Friends

d) Advertisement

6. What does this car convey?

a) Status

b) Necessity

c) Comfort

d) Other

7. What are the reasons for buying this Car?

a) Price

b) Mileage

c) Service

d) Brand Image

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8. You use your Car mostly for?

a) Office

b) Family

c) Long drives

d) Shopping

9. How long you will use this vehicle?

a) 1-2 years

b) 2-4 years

c) 4-8 years

d) 8 years & above

10.Rate your satisfaction for the service provided by the Organization?

a) Excellent

b) Good

c) O.K

d) Poor

11.Are you satisfied with mileage give by your Car?

a) yes

b) no

12.Express your satisfaction level on performance of your Vehicle?

a) satisfied

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b) O.K

c) Not satisfied

13.Comment on the prices charged at service station?

a) High

b) Medium

c) Reasonable

d) Low

14.How is the performance of the executives?

a) Excellent

b) Good

c) O.K

d) Poor

15.Suggestions for the company?

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Documents

Cs Autofin Tata Kiran