Contents of the Internship (Project) Report

To find out what the customer thinks about services of TATA motors and customers perception after
sales service 2.

To find how the service after sales is done. 3.

To analyze the various aspects of after sales and their impact on customers. 4.

To find the opinion about the facilities provided by KHT Motors. 5.

Opinion about the service charges. 6.

Customer
s opinion regarding the cost of spares.
7.

To know whether services are done properly on time and delivered to customer. 8.

To know the customers opinion on performance of car after service

Cover page
A certificate from the Organization (Scanned copy of the certificate)
A certificate from the guide, HOD and Head of the Institution (Scanned copy of the certificate)
indicating the bonafide performance of Internship by the student.
Declaration (Scanned copy of the declaration) An undertaking by the student to the effect
that the work is independently carried out by him/her.
Acknowledgement
Table of contents
List of Tables and Graphs
Executive summary
Chapter 1
Introduction: Introduction about the Internship, Topic chosen for study, Need for
the study, Objectives of the study, Scope of the study, Methodology adopted, Literature
review and Limitations of the study

Chapter 2
Industry profile and company profile: (Promoters, Vision, Mission & Quality
Policy, Products / Services profile, Areas of Operation, Infrastructure facilities, Competitors
information, SWOT analysis, Future growth and prospects and Financial Statement

Chapter 3
Theoretical background of the study elaborative information on the subject
chosen for better understanding and usage in the analysis.

Chapter 4:
Analysis and interpretation of the data Collected with relevant tables and graphs.
Results obtained by using statistical tools must be included.

Chapter 5
Summary of Findings, Conclusion and Suggestions / recommendations.

Bibliography

Annexure relevant to the project such as figures, graphs, photographs etc.








Topics for marketing project
1) Evaluation of Customer satisfaction after sales and service at mandovi motors
2) Customer perception after sales and service at mandovi motors
3) Marketing Strategies & promotional Activities with Mondovi motors
4) Customer awareness and preferring maruti Suzuki cars with reference to Mondovi motors



This topic has been chosen to measure of the gap between the expectation of the customers and the service they receive from
the organization
This gap between the expectation and the servi ce received lead to dissatisfaction among the customers and this in turn results in
loosing customers. The studies conducted regarding customer expectations to know the actual needs of the customers
enhanced organizations responsiveness
The study conducted on evaluation of customer satisfaction with reference to Mandovi motors states the following objectives
To make an assessment of customer satisfaction of Maruti suzuki alto post sales services.
To assess the reasonable time taken for services and delivery.
To assess the expectations of the customer towards Mandovi motors
To study the attitude of the customers towards the facilities provided at the center
This project aims to provide information to Mandovi motors about the nature of study, methods used in research
methodology. This study will enable the company to gain an insight as to the areas where it has to make improvements so
as to increase its sales, market shares and customer acceptance
The data collected is information through primary and secondary data from the referred unit. This report includes both primary
data as well as secondary data
primary data is collected by interviewing the customers and by discussions with the personnel in charge for the firm. This
includes questionnaire.
Secondary data is collected from annual reports submitted by the company, past records and also from journals
The study is confined only to the customers of Mysore city.

Due lack of time, the study was limited to only 9+ respondents.

As the main objective of this study is customers views, there is always a little amount of bias that might have crept
in knowingly or unknowingly.

The conclusions arrived at are based on my limited knowledge and the data that was at my disposal.

Due to time constraint, this study is limited to a small project report.

Today companies are facing their toughest competition ever. The answer lies in doing a better job of meeting and
satisfying customer needs .only customer oriented compani es a r e adopt i ng at bui l di ng cus t omer s , not j us t
pr oduct s . They ar e s ki l l ed i n market engineering, not just product engineering.

Mar ket i ng i s onl y one f act or i n at t r act i ng and keepi ng cus t omer s . The bes t marketing department in the world
cannot sell products that are poorly made or fail to meet anyone s needs . The ma r ket i ng depar t ment can be
ef f ect i ve onl y i n compani es whose various departments and employees have designed and implemented competitively superior
customer value delivery system

I n e a r l y d a y s a c o mp a n y s f i r s t t a s k wa s t o c r e a t e c u s t o me r s . Bu t t o d a y s customers face a vast array of
product and brand choice, prices and suppliers .Customers estimated which offer will deliver the most value .Customers are value ma(imi"es
within the bounds of search costs and limited knowledge, mobility and income. They form an expectation of value and act on it. Whether or
not the offer lives up to the value expectation affects both from the firm they perceive offers the highest customer delivered value.

Customer delivered value is the difference between total customer value and total customer cost. Total customer value is the bundle
of benefits customers expect from a gi ven pr oduct and s er vi c es . Tot a l cus t omer s c os t i s t he bundl e of cos t s t he
cus t omer expects to incur in evaluating, obtaining, using and disposing of the product or services.
Values reflect the growing concern of getting more for money, time and effort invest ed .value is critical to todays
customers. The first step in creating value involves what value means from the customers point of view, how value perceptions are
formed, how they can be influenced and how customers relate quality, price and value in their deliberations about products and
services.
In addition to judging products on the basis of quality and satisfaction, customers evaluate them according to their perceived value. value
can be defined as the customers overall assessment of a product based on perceptions of what is received and what is given.
A value is ultimately to customers perception of what is received versus cost in t e r ms o f mo n e y , t i me a n d e f f o r t . Bu y e r s
o p e r a t e u n d e r v a r i o u s c o n s t r a i n t s a n d o c c a s i o n a l l y ma k e c h o i c e s t h a t g i v e mo r e we i g h t t o
p e r s o n a l b e n e f i t t h a n t o t h e companys benefits .Delivered value maximization is useful framework that applies to
many situations and yields rich insights. first the seller must assess the total customer cost associated with each
competitors offer to know how his/her own offer rates in the buyers mind. The seller can also try to increase total customer value
or to decrease total customer cost. The former calls for strengthening or augmenting the offers products, services, personnel
and image benefits
Toda y, i n t he cus t omer dr i ven economy, a l l f i r ms a r e engaged i n a r at r ace t o attract customers and build a long
term relationship with their loyalty is through customer loyalty and satisfaction .whether the buyer is satisfied after purchase
depends on the of f er s per f or ma nce i n r el at i on t o t he buyer s e xpect at i ons . Sat i s f act i on i s a per s ons feelings or
pleasure or disappointment resulting from comparing a products perceived performance in relation to his/her expectations. if the
performance falls short of expectations the customer is dissatisfied. if the performance matches the expectation the customer is satisfied.
if the performance exceeds expectations, the customer is highly s a t i s f i e d o r d e l i g h t e d . A s a t i s f i e d c u s t o me r
wi l l a c t a s t h e s p o k e s p e r s o n f o r t h e companys products and bring it more buyers. There is also a high
correlation between l oya l t y and pr of i t abi l i t y. A s ma l l per cent age of l oya l cus t omer s wi l l i ncr eas e t he
companys sales. so marketers have to ensure customer value satisfaction
For this they have to ensure
Products are developed to meet customer requirements

Brands are poised so as to convey distinctiveness

Communications are used to convey to the customer to experience what goes into using a value added product

Delivery to reinforce the promptness in making available to the consumers a value added product

Rel at i ons hi ps ar e bui l t t o of f er cus t omer s va l ue t o enabl e t he cus t omer t o experience value satisfaction

Many companies are aiming for high satisfaction because customers who are just satisfied still find it easier to switch when a better offer
comes along. High satisfaction or delight creates an emotional bond with the brand, not just a rational preference. The result i s h i g h
c u s t o me r l o y a l t y . To d a y c o mp a n i e s a r e a i mi n g a t T CS ) To t a l Cu s t o me r S a t i s f a c t i o n . A
c u s t o me r s d e c i s i o n t o b e l o y a l o r n o t i s t h e s u m o f ma n y s ma l l encounters add up to customer loyalty,
companies need to create a Branded Customers Experience


The key to generating high customer loyalty is to deliver high customer value. A company must develop a competitive superior proposition
and a superior value delivery system. A companys value proposition is much more than its positioning on a single attr ibute,
it is a statement about the resulting experience customers will have from the offering and their relationship with the supplier.
The brand must present a promise about the total resulting experience that customers can expect. whether the promise is kept
depends upon t he c ompany s abi l i t y t o mana ge i t s va l ue del i ver y s ys t em. The va l ue delivery system includes all
communications and channel experiences the customer will have on the way to obtain the offering.
Large number of companies creates a value gap by failing to align brand value with the customer value.brand marketers try to
distinguish their brand from others by a slogan or with a unique selling proposition or augmenting the basic offering with
added services. but they are less successful in delivering customer value, primarily because their marketing people focus
on brand development. in addition to tracking customer va l ue expect at i ons and s at i s f act i on compani es need t o
moni t or t hei r c ompet i t or s performance in these areas. For customer centered companies, customer satisfaction is both a goal and
marketing tool. companies that achieve high customer satisfaction ratings make sure that their market knows it
Tools for tracing and measuring customer satisfaction
Compliant and suggestion systems
A customer centered organization makes it easy for customers to deliver suggestions and complaints. some customer companies establish
hotlines with toll free 800 numbers. companies are also adding web pages and email to facilitate two way communications. These
information flows provide companies with many good ideas and enable them to act quickly to resolve problems
Customer satisfaction surveys
Studies show that although customers are dissatisfied with one out of every four purchases, less then four percent of
dissatisfied customers will complain. Most customers will buy less or switch suppliers. Responsive companies measure customer
satisfaction directly by conducting surveys. They send questionnaire or make telephone calls to a random sample of recent
customers. They also solicit buyers views on their competitors performance. while collecting customer satisfaction data, it is also useful to
ask additional questions to measure repurchase intentions. This will measure the likelihood or willingness to recommend the company
and brand to others. A high positive word of mout h communi cat i on s cor e i nd i cat es t hat t he company i s
pr oduci ng hi gh cus t omer satisfaction
Lost customers
Companies should contact customers who have stopped buying or have switched to another supplier to learn why this happened. !t is
very important to conduct interviews and to monitor the customer loss rate. !f it is increasing, t his clearly indicates that
the company is failing to satisfy customer
Wh e n c u s t o m e r s r a t e t h e i r s a t i s f a c t i o n w i t h a n e l e m e n t o f t h e c o m p a n y s performance say
delivery, the company needs to recognize that customers vary in how t h e y d e f i n e g o o d d e l i v e r y . ! t c o u l d me a n e a r l y
d e l i v e r y , o n t i me d e l i v e r y , o r d e r completeness and so on. The company must reali ze that two customers can
report being highly satisfied for different reasons. :ne may be easily satisfied most of the time and the other may be hard to please but
was pleased but pleased on this occasion









To know the customer satisfaction regarding Anantha PVC pipes.

To identify customer interest in buying pipes.

To find service rendered by the company.

To know price impact on product purchase.

To find word of mouth impact on product purchase



2.4 HYPOTHESIS

The purpose of usage influence customer satisfaction.

Rural/Urban market influence customer satisfaction
2.9 STATISTICAL TOOLS
For data analysis statistical tools used are simple percentage and chi- square test
2.8 SAMPLING
P o p u l a t i o n = 5 0 0 0 S a m p l e s i z e = 1 0 0 S a m p l e
u n i t = C u s t o m e r s o f A n a n t h a P V C P i p e s



Maruti is Indias most saleable car. There are a variety of Maruti car brands that has
dominated the Indian roads. Maruti cars are buyable from the car dealerships, used car
dealers, car websites and car owners. Maruti car reviews explain the worth of buying Maruti
Car. There are Maruti used car dealer and know more about the car prices.
About Mandovi Motors: Mandovi Motors Pvt Ltd is one of the leading dealers of Maruti
Suzuki cars, in Bangalore. A state of the art showroom, experienced staff, and enviable
sellers record are a few of the reasons why it makes sense to choose Mandovi Motors was
established in 1963 as a Volkswagen spares and service dealership. There were appointed as
dealers for suvega mopeds at Bangalore in 1965. After that, M/s Maruti udyog Ltd appointed
Mandovi Motors as dealers for maruti vehicles in the year 1983. Mr. Ashok Rao is the
Managing director of the company.
Mandovi motors are one of the top maruti dealers in India. They are the 1st authorized
dealers for maruti in Karnataka and commenced our operations at Bangalore on 14th June
1984. Mandovi also started Maruti Suzukis authorized dealership at Mysore in 1986 and
later in 1989 at Mangalore. Mandovi Motors Pvt Ltd has over 2200 employees and the
company is certified as ISO-9001/2000 for its quality system by AIB international Ltd.,
Brussels an accredited body from Belgium.
Achievements of Mandovi Motors:
The most aggressive dealer in Bangalore
They are N0.1 in corporate sales for 2008-2009.
Best Dealer in Karnataka in overall performance for 2008-2009.
Best Dealer in India for Three times in a row for 2008-2009.
Best Dealer in Sales Growth for 2008-2009.
Best Dealer for Man Power retention for 2008-2009.
No.1 in accessories sales for 2006-2007 in Karnataka & No.1 all
Over india.
Company Culture:
Culture is a pattern of behaviors that is encouraged, developed & incorporated by like-
minded people in a society (in our case, a company).Mandovi is now 27 years old, & their
culture has been developed enough to formalize it. Culture cannot be dictated by heads of
society, leaders, or even directors / owners (as in their company). These are a set of behaviors
/ attitudes that are developed by the members of the society, or company.
In order for our company to grow & prosper in these changing times, it is very important that
we identify & respect the culture we live by. It is of utmost importance that ALL members of
their organization agree with & respect their culture.. That is the only way they can grow
in harmony & happiness.
Respect for all members of the Organization:
They are all working towards the same objective, & every member of our company is as
important as the other. This means respect for everyone, including washers, maintenance staff
etc is very important. There is a hierarchy and seniority within their organization that must be
respected, however, aside from respecting their seniors, they all must appreciate the dignity
of labor at all levels in their company. They are all part of the organization that works
together to achieve our objective. This attitude brings mutual respect & harmony in their
work environment.

Integrity:
They are all here to achieve our company objectives without compromising on their integrity
& ethics. Honesty is expected & respected amongst us all.
They would like all of us to be 100% honest & ethical to all their colleagues & customers.
There is no place for unethical team members, who will lie or cheat their peers for personal
gains. This is what creates faith amongst one another in their organization as well as with
their customers.
Loyalty:
They are a very young team, & many of them have started their careers here. The company
respects all team members who work loyally towards the goals of the company. They are
very keen on giving Opportunities for further growth within our organization before doing
external recruiting. This increases opportunity for growth within their organization, along
with reducing attrition.
Positive Teamwork:
They can only succeed if they work positively as a team. Their company should be broken up
into different teams within departments & outlets. This sub classification of teams within
teams will help us manage their organization better, & will increase accountability.
Teamwork at a micro level also helps us identify the managers of the future. Each team
should have a Captain & a Vice Captain. Managers can make this a very interesting aspect of
their company, where teams are interchanged; Captains & vice Captains are appointed on
rotation to give everyone an opportunity. Managers have the flexibility to create sub teams.
This will help us identify
successions plans for the future, groom managers for the future & increase motivation within
their organization.
Ownership & Respect for the workplace:
Work is Worship & Mandovi their workplace is our Temple. They think they should not &
cannot let it be abused. All should feel the ownership to keep our workplace clean, respectful
& livable. This means, bathrooms should be kept clean, lights & fans should be turned off
while leaving the offices, litter should be picked up, etc. It is also their duty to point out to
others who are not respecting their workplace. Managers & senior staff should lead by
example. Damaging company infrastructure should not be accepted.
All here to solve problem:
Every country, society, & organization has problems. There are many who highlight
problems but refuse to participate in finding long term solutions for the same. There are those
who ignore problems with the hope that it will disappear & some who pass problems on to
other Departments / Teams. Mandovi all agree that any company problem is our problem. It
is their duty to do their very best in solving the problem. This will create ownership of
processes within their organization. It will also encourage suggestions & systems that help us
improve.





Transparency & objectivity:
Mandovi think its their collective endeavor to be as transparent & as objective as possible.
They have to let everyone know that they are a fair organization that rewards performers.
They must move towards a totally Objective appraisal & incentive system where performance
is the only criteria.
Customer is friend as well as source of live hood:
All the above principles are in vain if we cannot respect our customers. Their utmost
satisfaction is the only way we can secure our future growth. Their convenience, their
satisfaction & their trust is what we must strive for every day. All our trainings, systems &
processes have to be made keeping the Customer as a focal point. Mandovi not only strive to
keep our customers happy, but strive in creating a friendship with them. All members of
Mandovi must have these guidelines at the back of their mind during any interaction or work.
This must be the cornerstones on which we base our growth. All policies, objectives, &
decisions must be made keeping our culture in mind.
CONCLUSION
Mandovi Motors says That price of a car is just one-third of what it cost over its lifetime.
Running and maintaining it make up the other two-thirds. Take into accounts resale value and
its real cost becomes clear. Maruti Suzuki stands for value as much as it stands performance
and that makes Mandovi Motors put Ltd is one of the leading dealers of Maruti Suzuki cars,
in Bangalore. In spite of rising input costs, they try their best to keep prices down as per
stated by Maruti Suzuki. Their running costs and resale values are unbeatable too. Nothing
matches the delight cars deliver. Maruti Suzuki owners stated that they would definitely
recommend the car they drive to someone else. Its says You dont buy a Maruti Suzuki, You
invest in it. Mandovi Motors deliver sales satisfaction, product quality, vehicle performance
and design, after-sales service, brand image and cost-of-ownership. Mandovi Motors have:
Uniform Pricing, good strength, they have more coverage Area frequent regular events in
malls or other places. They are oriented driven company and have more varieties of car
offering with maximum sales of cars as compared to other brands. They also offer good sale
service, spare parts are cheap as compared to any other brand with cheap prices & reliable
quality.
Suggestions:
Mandovi Motors can focus on certain aspects like:
1. They go for certain initiatives at the enterprise level like Six Sigma wherein they can
maintain and improve on the quality of the workforce in the organization.
2. They can go for some other data base also like Dealer Management System wherein they
can have 2 way flow of information with the customer more effectively. They can use
Database for future contact.
3. They can look for more creative measures to do the advertisements and promotion so that
more and more customer gets attracted.
4. They can suggest Maruti Suzuki to offer more generous discount during Festival Season
like Navratra, Dusshera, and Diwali to gear up their sales to much extend.
5. They can go for having a quality control department which can monitor all the day to day
activities of the different department and can give feedback to members depending on their
performance.

Findings:
1. The Automobile industry has shown a significant growth all over the world and contributes
to the countrys GDP
2. The Automobile industry has come up with new passenger car industry due to the various
factors as distribution systems, new generation of engines, Entry of foreign manufactures,
manufacturing technologies, components, tyres, value added services changing demand
structure, auto finance.
3. With rapidly rising oil prices, industries such as the automotive industry are experiencing a
combination of pricing pressures form raw materials costs and changes in consumer buying
habits.
4. This extra-ordinary growth that the Indian automobile industry has witnessed is a result of
a two major factors namely, the improvement in the living standards of the middle class, and
an increase in their disposable incomes.
5. In February 2009, monthly sales of passenger cars in India exceeded 100,000 units.
6. Suzuki Motor Corporation Japan is the world Leader in Compact Cars.
7. Maruti is the Most Respected Automobile Company in India. Maruti ranks 1st in the
customer Satisfaction study by JD power for the last 6 years.
8. In Passenger car industry Maruti Suzuki have a high market share compare to other
company and thats the reason Mandovi Motors has chosen Maruti Suzuki for car dealership.
9. Growth in Urbanization especially in Bangalore and other areas responsible for increase in
demand of Car.
10. Maruti ranks 1st in the Customer Satisfaction study by JD power for the last 6 years.
11. Maruti Suzuki offers wide range of cars with multiple colours with affordable price rates
and till date ALTO has been recorded as the best selling care in India.
12. Mandovi Motors Pvt Ltd is one of the leading dealers of Maruti Suzuki cars, in
Bangalore. A state of the art showroom, experienced staff, enviable sales record is a few of
the reasons why it makes sense to choose Mandovi.
13. They are proud in achieving 4000+ car sales in record time of one year nine months.
14. Mandovi not only strive to keep their customers happy, but strive in creating a friendship
with them.
15. In Bangalore Mandovi Motors have many competitors like Kalyani Motors, RNS Motors
etc. so competition is major threat for the company, Also a political Dominance, perception
of Government.
16. In current fiscal policy government reduce the excise duty and import duty so In India
Tata Launch a Peoples car Nano so that also a threat as per the price factor of the car.
17. Analysis shows that in car industry High Entry Barrier so this indirectly effect the dealers
like Mandovi Motors to do their business.
18. As Mandovi Motors have tie up with the corporate so this provide them an opportunity to
have win to win situation as the corporate customer gets a good discount on the car purchases
which leads to increase in car sale of Mandovi Motors.
19. Mandovi Motors is performing quit well in the current market and very day they get
around 100 to 200 customer walk in their showroom and it also provides a customer
satisfaction in related to the product as well as services.
20. Improved workflow and escalation of customer grievances for faster resolutio


VISION:
Surpassing customer expectation, delighting the customers and to be Indias top most dealership for
MSIL.

MISSIONS & POLICIES
Based on Corporate Culture, Mandovi Motors further convert their vision into more tangible
missions/ policies. Their management work towards these missions so as to lead the
organization in the desired direction. The following are some of main missions.
Human Resources are an Asset that must be taken seriously.
All Appraisals & Incentives should be altered to be 100% Objective.
Internal Recruiting should be 1st choice prior to placing external recruitment ads.
Strict Adherence to Expenses as per Budget
SWOT ANALYSIS:
Strengths:
Distributor network brand loyalty, Japan technology and Service distribution
After sales service
Cost-effective
Low maintenance
Indian middle-class
Low price
High fuel efficiency
Strong brand image & loyalty
Weaknesses:
Lack of experience in foreign market.
Low Resale value.
Low engine capacity.
Opportunity:
High end car segment
Improve handling
Attracting youth
Perspective huge market of government and software company employees
Threats:
Stiff competition from local players.
Rising customers expectations.
Fuel price
Foreign brands
Small car competition.

CORPORATE SOCIAL RESPONSIBILITY:
CSR: Corporate Social Responsibility is a part of responsibility that any organization owes to the
society and through which the organization can get a good brand image. Mandovi has also
contributed towards this concern by the following good work.
Advertisement related to road safety.
Bus shelters for general public at various places.
Signal boards for RTO at different part at Mysore.
Campus interview at colleges (ITI, DIPLOMA etc)
Job fair A way in which the company provides an opportunity in giving employment to the
employed.
On the job training for ITI students.
Project for students for various professions.
Eco Friendly Green workshops.
Blood donation camps.
Fund raising for natural calamities.


HUM TUM SAATH SAATH (Low performers counseling):
This is done in order to motivate to employees who are showing low performance in their
job. A maximum time is given and training imparted to the employees to motive their
performance.
Performance based reward scheme:
The top performer in various categories is rewarded from time to time. This reward includes
certificate/memento and it is personally presented by MD.
Quarterly internal magazine-Mandovi happening:
Mandovi happening is an internally based quarterly magazine which gives insight of things
happening in and outside Mandovi an initiative by HR department.
Counseling:
Is done to certain employees who are either identified by departmental head are HR manager.
Employees can also approach the HR manager voluntarily and things are kept very
confidential.
Gratuity:
This is applicable as per the law. An employee who has completed 5 continuous year of
experience in the organization is eligible to get gratuity.
Grievance handling:
Grievance is handled by HR manager through certain defined procedure and grievance
handling cell is constituted to attend the aggrieved at the earliest. The report of the same
should be submitted with observation to the CEO.



Suggestion scheme:
A suggestion box located at each unit. Here the employee can give his/her suggestion which
will be evaluated by a panel of evaluators, who will in turn verify and reward them suitably.
Mandovi annual day in all location:
Annual day is celebrated yearly once to celebrate and facilitate the employees for get together
as a family. We review ourselves and we award the top performers who have contributed the
whole year.
Festival advance/salary advance and loans:
Is given to the permanent employees based on certain criteria once in a financial year which
will be recovered on EMI basis for particular number of months.
Meritorial award to employees children for academic excellence:
This is given to children of confirmed employees who excel in their academic (X & XII
standards). It applies to only one child per year and if both parents are employee of Mandovi
then only one of them can claim this award.
Accident insurance:
This policy covers emergency situations, specially accidents which may occur either in
company or outside of the company.
Group Medic claim policy:
Scheme for employees and their family members where an employee need to pay 60% of the
premium and the rest 40% is borne by the management.