A

SUMMER TRAINING
REPORT
ON
WARRANTY
ANALYSIS

1.1 Introduction
Tata Motors Limited (formerly TELCO, short for Tata Engineering and
Locomotive Company) is an Indian multinational automotive manufacturing
company headquartered in Mumbai, Maharashtra India, and a subsidiary of
the Tata Group.
Its products include passenger cars, trucks, vans, coaches, buses,
construction equipment and military vehicles. It is the world's 17th-largest
motor vehicle manufacturing company, fourth-largest truck manufacturer,
and second-largest bus manufacturer by volume.
Tata

Motors

has

auto

manufacturing

and

assembly

plants

in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India,

as well as in Argentina, South Africa, Thailand, and the United Kingdom. It
has research and development centers in Pune, Jamshedpur, Lucknow,
and Dharwad, India and in South Korea, Spain, and the United Kingdom.
Tata Motors' principal subsidiaries purchased the British premium car
maker Jaguar Land Rover (the maker of Jaguar, Land Rover, and Range
Rover cars) and the South Korean commercial vehicle manufacturer Tata
Daewoo.
Tata Motors has a bus-manufacturing joint venture with Marco polo
S.A. (Tata Marcopolo ), a construction-equipment manufacturing joint
venture with Hitachi (Tata Hitachi Construction Machinery), and a joint
2

venture with Fiat Chrysler which manufactures automotive components and

Fiat Chrysler and Tata branded vehicles.
Founded in 1945 as a manufacturer of locomotives, the company
manufactured its first commercial vehicle in 1954 in collaboration
with Daimler-Benz AG, which ended in 1969. Tata Motors entered the
passenger vehicle market in 1991 with the launch of the Tata Sierra,
becoming the first Indian manufacturer to achieve the capability of
developing a competitive indigenous automobile.
In 1998, Tata launched the first fully indigenous Indian passenger car,
the Indica, and in 2008 launched the Tata Nano , the world's cheapest car.
Tata Motors acquired the South Korean truck manufacturer Daewoo
Commercial Vehicles Company in 2004 and purchased Jaguar Land
Rover from Ford in 2008.
Tata Motors is listed on the (BSE) Bombay Stock Exchange, where it is a
constituent of the BSE SENSEX index, the National Stock Exchange of
India, and the New York Stock Exchange. Tata Motors is ranked 287th in
the 2014 Fortune Global 500 ranking of the world's biggest corporations.

1.2

History

Tata group was founded in 1945 by JAMSHEDJI TATA. Tata motors is part
of Tata group and Tata motors found by Mr. RATAN TATA. The Company
was incorporated on 1st September 1945 at Mumbai to manufacture diesel
vehicles for commercial use, excavators, industrial saunter, dumpers,
3

heavy forgings and machine tools. The commercial diesel vehicles which
were known `Tata Mercedes Benz' (TMB) is now called `Tata' vehicles after
the expiry of the collaboration agreement with Daimler-Benz AG, West
Germany. The company also used to manufacture pulp and paper making
machinery. In 1960 the company's name, which was Tata Locomotive &
Engineering Company Ltd. was changed to Tata Engineering & Locomotive
Company Ltd. In the year 1987 the company undertook to set up a new
forge shop, a high output foundry line, a new paint shop as well as
augmentation of engine and gearbox manufacturing facilities, all at
Jamshedpur
In 1991 during the year the company entered into a collaborative
agreement with an internationally renowned engine research and
development organization to jointly develop higher horsepower, fuel
efficient diesel and petrol engines to meet the future requirements of the
company.
The last quarter saw the company launching two new passenger vehicles,
the SIERRA and the ESTATE totally designed and manufactured In India.
The company acquired a BIFR company, M/s Noduron Founders
Maharashtra Ltd. The total cost for Telco worked out to Rs.18crores

as

against setting up of similar critical castings foundry. During the year

company launched new earth moving equipment TWK-3036 Tata Front End
Wheel Loader. Two new models in the
EX series of hydraulic excavators were launched. A 10 tone pick and carry
articulated crane, designed and developed in-house was also introduced
During the year company entered into an agreement with Nachi- Fujikoshi
Corporation, Japan to manufacture arc and spot welding robots suitable for
automobile

manufacturing

applications.
4

During

the

year, company

undertook to set up a joint venture with Asian Glass Co. Ltd., Japan to
manufacture float glass to be used as wind shields for automobiles. ACC
along with Tata Exports Ltd., participated in the joint venture. The joint
venture named as Floathlass India Ltd., the Company would have a stake
of 16.33%.
Tata Cummins Ltd., Mercedes-Benz (India) Ltd., Tata Holset Ltd., Tata
Precision Industries, Singapore and Nita Company Ltd., are the joint
Ventures of the Company Taking advantage of the broad banding policy
announced by the Government of India,
The Company entered into a collaboration agreement with Honda Motor
Co. Ltd., Japan, for the manufacture of their `ACCORD' model of cars in
India. On 22nd April, an agreement was entered into between DaimlerBenz AG and Mercedes Benz AG, Germany to setup a joint venture
company Mercedes-Benz India to manufacture `E' class paneyer cans and
engines in India.
During the year 1995 a new double pick-up and Army Version of various
Telco Vehicles were developed. A new petro engine and turbo diesel
engine, an up-graded 709 LCV, new sports utility vehicle Safari expected to
be launched shortly. A 25 ton 6 X 2 truck and a bus with Cummins engine
were launched.
Tata Engineering and Locomotive Company (TELCO), has acquired a
second hand paint shop, machine line and cylinders from the Australian
unit of the Japanese auto giant, Nissan. TELCO is believed to have picked
up the unit for Rs. 70 crore. The total cost of import duty would be Rs 100
crore. During the year a machine tool division was expanded so as to
double its machine building capacity and significantly

Reduce production times. The Company has launched "TATA SAFARI" in

its Multi utility vehicle segment.
Tata Holsters turbo charger plant inaugurated on November 25, 1996.
In 1997, the Tata Engineering and Locomotive Company Ltd. (TELCO) has
emerged as numerous in the Review 200 survey conducted by the Far
Eastern Economic Review in association with Citi Bank. The Company
introduced a 9-tonne vehicle which was well received in the market. A 40
tone tractor trailer powered by a Tata Cummins Engineering was
introduced. The Company developed a low floor bus chassis to meet the
specific needs of urban transport. The Company signed a new agreement
with Hitachi for manufacture of upgraded versions of existing range of
excavators.
The year 1998- Tata Engineering and Locomotive Company Ltd (Telco)
announced a tie-up with Tata Finance Ltd and ANZ Grind lays Banks as the
official financiers for its small car "Indica" to be launched in December. Tata
Engineering Locomotive Company Ltd (Telco) sold its construction
equipment business into a new subsidiary company, Telco Construction
Equipment Company Ltd. The Company in its small car segment has
launched "Tata Indica" which evoked an overwhelming response in the
Indian market. A new range of Cummins engine powered vehicle which
include a 35 tone and a 40 tonne articulated truck and two variants of
buses.
To make substantial improvement in the quality of bus bodies available with
TATA vehicles, the Company encouraged collaboration between Fuji Heavy
Industries of Japan and the Automobile Corporation of Goa. The new

project undertakes production of bodies on TATA chassis, conforming to the

most exacting international standards.
Concorde Motors Ltd., a Joint Venture between Tata Engineering and
Jardine International Motors (Mauritius) Ltd. was appointed as dealer for
the Company's passenger cars in several cities across the country, in Feb
1998.
The year 1999-Telco became the first Indian manufacturer to offer
commercial vehicles meeting euro-I emission norms, a year before they are
due to be introduced in the country. It is proposed to make TCECL a onestop shop for construction equipment and earthmoving machinery. In Oct
1999, the Company won the National award for R&D Efforts in
Development of Indigenous Technology in the Mechanical Engineering
Industries Sector instituted by Department of Scientific and Industrial
Research, Ministry of Science and Technology for the year 1999. SKF
Bearings India Ltd has signed an agreement with Telco to supply hub
bearings for its latest model TATA INDICA.
2000 saw the Company working towards introducing two new petrol-driven
variants of its small car Indica, powered by a multi-point fuel injection
engine. The Company launched the Indica 2000, the Euro II Complaint, 75
BHP multi-point fuel injection (MPFI) version of Indica. The Company has
won the National Technology Award for indigenous development and
commercialization of the Tata Indica car. The Company has launched its
new hi-tech Indica 2000 car with MPFI petro engine in Guwahati.
Tata Engineering & Locomotive Co. is renamed as Tata Engineering Ltd. It
replaced its three-shift production line with a one-shift daily schedule
starting from 26th June.

In the same year FICCI-SEDF- Business world-Compaq award for social

responsiveness was awarded to the company. The Central Pollution
Control Board for Environmental Technology award has been presented to
Tata Engineering in recognition of its contribution towards efforts to
conserve the environment. TATA Engineering on September 10 announced
the addition of MPFI petrol version to the Indica V2 range.
In year 2002 Foreign Institutional Investors (FII) hike stake in the company
to 13.34% launches six new products in light, medium and heavy vehicles
segments on Jan 15 during Auto Expo. Announces financial restructuring.
Displays its Tata Sedan car at the Geneva Motor show. Indica adjudged top
selling B-segment car in 2002.Launches two new motorsport cars (The
Zero and Double Zero Pace cars).
High Court Approves Tata Engineering's Financial Restructuring. Tata
Engg, BPCL tie up to market co-branded lubricants .Tata Steel's investment
in Tata Engineering has been hiked to Rs 117.98 crore over the last year.
Telco names Sedan as Tata Indigo .Unveils 'EX' series of medium and
heavy commercial vehicles. Indica sales cross two-lakh mark .Collaborates
with Nippon-Arcelor for technical knowhow on CR
Steel. Receives Teris (The Energy and Resources Institute) CORE-BCSD
(Corporate roundtable on development of strategies for sustainable
development

and

environment-business

council

for

sustainable

development) corporate social responsibility (CSR) awards for '01-02.

Unleashes Safari's petrol version; priced at Rs 9.35 lakh.
The year 2003- Tata Unveils City Rover .Tata Motors Ltd signed a binding
Memorandum of Understanding (MoU) with Daewoo Commercial Vehicle
Company Ltd (DWCV), Korea for the acquisition of this company. It
introduces Tata SFC 407 EX Turbo Light Commercial Vehicle (LCV). The
8

Company changed from 'TELCO ' to 'TATAMOTORS' w.e.f December 24,

2003. In the same year Tata Safari ranks No 1 in MUV/SUV segment.
2004:- The year of glory. Tata Motors launch an upgraded version Indica on
January 15, 2004, in a bid to shore up sales of the small car.
Auto Expo: Tata unveils new version of Indica. Tata Motors unveils Indica
V2. Tata Motors launches new Indica V2 in Kerala. Tata Motors introduces
new 'Indi cab' for tour operators. The much hyped Rs one lakh passenger
car project of Tata Motors was going ahead as planned. Tata Motors enters
agreement with Ukraine bus building firm. Tata Motors enters into
agreement with Etalon. In a move to consolidate its
Presence in the light commercial vehicles segment, Tata Motors has
launched a new variant of its 407 series with increased pay load capacity
called SFC 407EX. Tata Motors buys Daewoo truck unit for Rs 465 crore.
Tata Motors unveils Tata SFC 407 EX. Tata Motors inks agreement with
Austrian, French companies. Acquires Daewoo Commercial Vehicle
Company Ltd (DWCV), Korea. Tata Motors launches most anticipated new
6-tn truck in India.
Tata Motors, the country's largest commercial vehicles manufacturer
unveiled the new LPT 909EX Turbo Truck in Tamil Nadu. Tata Motors and
Tata Africa unveiled a range of passenger cars, utility vehicles, pick-ups,
trucks and buses for the South African market. Tata Motors has launched a
face lifted version of its multiutility vehicle, Tata Sumo. Tata motors rolls out
Tata SFC 407EX BS II turbo light commercial vehicle.
Tata Motors unveils Tata Safari DICOR in Kerala market on August 11,
2005.

Tata Motors rolls out 2 luxury variants of Indigo. Tata Motors

unveiled new Indica V2 Turbo with a price tag of Rs 4.10 lakh for DLG
variant and Rs 4.31 lakh for DLX.
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Tata Motors ropes in CVTech to make parts for its small car. Tata Daewoo
inks pact with Pakistan co.
Tata Motors has been presented the Golden Peacock Global Award for
Corporate Social Responsibility (CSR) in the Large Business category by
the Institute of Directors in 2007. Tata Motors buys Nissan facility in S.
Africa. Tata Motors has got a prestigious order from the Delhi Transport
Corporation (DTC) for 500 non-AC, CNG-propelled buses. Tata Motors Ltd
has appointed Mr. P M Telang as Executive Director (Commercial
Vehicles).
In 2008, Tata Motors acquired the British car maker Jaguar Land Rover,
manufacturer of the Jaguar, Land Rover, and Daimler luxury car brands,
from the Tata World Truck range jointly developed with Tata Daewoo the
range went on sale in South Korea, South Africa, the SAARC countries,
2009, its Lucknow plant was awarded and engineering company Trilix for
1.85 million. The acquisition formed part of the company's plan to
enhance its sty lined it would invest around 6 billion in the development of
Futuristic Infantry Combat Vehicles in collaboration with DRDO.
In 2013, Tata Motors announced it will sell in India, the first vehicle in the
world to run on compressed air (engines designed by the French company
MDI) and dubbed "Mini CAT".
In 2014, Tata Motors introduced first Truck Racing championship in India
"T1 Prima Truck Racing Championship".
On 2 November 2015, Tata Motors announced Lionel Messi as global
brand ambassador at New Delhi, to promote and endorse passenger
vehicles globally.

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1.3 Operations
Tata Motors has vehicle assembly operations in India, the United Kingdom,
South Korea, Thailand, Spain and South Africa. It plans to establish plants
in Turkey, Indonesia, and Eastern Europe.

1.4 Tata Motors Cars

Tata Motors Cars is a division of Tata Motors which produces passenger
cars under the Tata Motors marquee. Tata Motors is among the top four
passenger vehicle brands in India with products in the compact, midsize
car, and utility vehicle segments. The companys manufacturing base in
India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra),
Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Dharwad (Karnataka)
and Sanand (Gujarat). Tata's dealership, sales, service, and spare parts
network comprises over 3,500 touch points; Tata Motors has more than 250
dealerships in more than 195 cities across 27 states and four Union
Territories of India. It has the third-largest sales and service network
after Maruti Suzuki and Hyundai.
Tata also has franchisee/joint venture assembly operations in Kenya,
Bangladesh, Ukraine, Russia, and Senegal. Tata has dealerships in 26
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countries across 4 continents. Though Tata is present in many countries, it

has only managed to create a large consumer base in the Indian
Subcontinent, namely India, Bangladesh, Bhutan, Sri Lanka and Nepal.
Tata is also present in Italy, Spain, Poland, Romania, Turkey, Chile, South
Africa, Oman, Kuwait, Qatar, Saudi Arabia, United Arab Emirates, Bahrain,
Iraq and Syria.

Tata Daewoo
Daewoo (officially Tata Daewoo Commercial Vehicle Company and formerly
Daewoo

Commercial

Vehicle

Company)

is

commercial

vehicle

manufacturer headquartered in Gunsan, Jeollabuk-do, South Korea, and a

wholly owned subsidiary of Tata Motors. It is the second-largest heavy
commercial vehicle manufacturer in South Korea and was acquired by Tata
Motors in 2004. The principal reasons behind the acquisition were to
reduce Tata's dependence on the Indian commercial vehicle market (which
was responsible for around 94% of its sales in the MHCV segment and
around 84% in the light commercial vehicle segment) and expand its
product portfolio by leveraging on Daewoo's strengths in the heavy-tonnage
sector.
Tata Motors has jointly worked with Tata Daewoo to develop trucks such as
Novus and World Truck and buses including GloBus and StarBus. In 2012,
Tata began developing a new line to manufacture competitive and fuelefficient commercial vehicles to face the competition posed by the entry of
international brands such as Mercedes-Benz, Volvo, and Navistar into the
Indian market.

12

Tata Hispano
Hispano Motors Carrocera, S.A. was a bus and coach manufacturer based
in Zaragoza, Aragon, Spain, and a wholly owned subsidiary of Tata Motors.
Tata Hispano has plants in Zaragoza, Spain, and Casablanca, Morocco.
Tata Motors first acquired a 21% stake in Hispano Carrocera SA in
2005, and purchased the remaining 79% for an undisclosed sum in 2009,
making it a fully owned subsidiary, subsequently renamed Tata Hispano. In
2013, Tata Hispano ceased production at its Zaragoza plant.

Jaguar Land Rover

Jaguar Land Rover PLC is a British premium automaker headquartered
in Whitley, Coventry, United Kingdom, and has been a wholly owned
subsidiary of Tata Motors since June 2008, when it was acquired from Ford
Motor Company. Its principal activity is the development, manufacture and
sale of Jaguar luxury and sports cars and Land Rover premium four-wheeldrive vehicles. It also owns the currently dormant Daimler, Lanchester,
and Rover brands.
Jaguar Land Rover has two design centres and three assembly plants in
the UK. Under Tata ownership, Jaguar Land Rover has launched new
vehicles including the Range Rover Evoque, Jaguar F-Type, the Jaguar XF,
13

the Jaguar XJ (X351) the second-generation Range Rover Sport, the

fourth-generation Land Rover Discovery, and the Range Rover (L405).
TML Drivelines
TML Drivelines Ltd. is a wholly owned subsidiary of Tata Motors engaged in
the manufacture of gear boxes and axles for heavy and medium
commercial vehicles. It has production facilities at Jamshedpur and
Lucknow. TML Forge division is also a recent acquisition of TML Drivelines.
TML Drivelines was formed through the merger of HV Transmission and HV
Axles.

1.5 Tata Technologies

Tata Technologies Limited (TTL) is an 86.91%-owned subsidiary of Tata
Motors which provides design, engineering, and business process
outsourcing services to the automotive industry. It is headquartered in Pune
and also has operations in Detroit, London, and Thailand. Its clients include
Ford, General Motors, Honda, and Toyota.
The British engineering and design services company Incant International,
which specializes in engineering and design services and product lifecycle
management in the automotive, aerospace, and engineering sectors, is a
wholly owned subsidiary of TTL. It was acquired by TTL in August 2005
for 4 billion.

1.6 European Technical Centre

14

The Tata Motors European Technical Centre (TMETC) is an automotive

design,

engineering,

and

research

company

based

at Warwick

Manufacturing Group (WMG) on the campus of the University of Warwick in

the United Kingdom. It was established in 2005 and is a wholly owned
subsidiary of Tata Motors. It was the joint developer of the World Truck.
In September 2013, it was announced that a new National Automotive
Innovation Campus would be built at WMG at Warwick's main campus at a
cost of 100 million. The initiative will be a partnership between Tata
Motors, the university, and Jaguar Land Rover, with 30 million in funding
coming from Chandigarh, India.

1.7 Joint Venture

Tata Marcopolo
Tata Marcopolo is a bus-manufacturing joint venture between Tata Motors
(51%) and the Brazil-based Marcopolo S.A. (49%). The joint venture
manufactures and assembles fully built buses and coaches targeted at
developing mass rapid transportation systems. It uses technology and
expertise in chassis and aggregates from Tata Motors, and know-how in
processes and systems for bodybuilding and bus body design from
Marcopolo. Tata Marcopolo has launched a low-floor city bus which is
widely used by Chandigarh, Kolkata, Chennai, Coimbatore, Delhi,
Hyderabad, Mumbai, Lucknow, Pune, Agra, Kochi, Trivandrum, and
Bengaluru transport corporations. Its manufacturing facility is based in
Dharwad.
15

Fiat-Tata
Fiat-Tata is an Inventure between Tata and Fiat which produces Fiat and
Tata branded passenger cars, as well as engines and transmissions. Tata
Motors

has

gained

access

to

Fiats diesel

engine and transmission technology through the joint venture.

The two companies formerly also dilution joint venture through which Fiat
products were sold in India through joint Tata-Fiat dealerships. This
distribution arrangement was ended in March 2013; Fiats have since been
distributed in India by Fiat Automobiles India Limited, a wholly owneinery

1.8 Notable vehicles

Tata Ace
Tata Ace Totally developed sub-one-ton minitruck, was launched in May
2005. The minitruck was a huge success in India with auto analysts
claiming that Ace had changed the dynamics of the light commercial
vehicle (LCV) market in the country by creating a new market segment
termed the small commercial vehicle segment. Ace rapidly emerged as the
first choice for transporters and single truck owners for city and rural
transport. By October 2005, LCV sales of Tata Motors had grown by 36.6%
to 28,537 units due to the rising demand for Ace. The Ace was built with a
16

load body produced by Auto line Industries. By 2005, Auto line was
producing 300 load bodies per day for Tata Motors.
Ace is still a top seller for TML with 500,000 units sold by June 2010. In
2011, Tata Motors invested Rs 1000 crore in Dharwad Plant, Karnataka,
with the capacity of 90,000 units annually and launched two models of 0.5T capacity as Tata Ace Zip, Magic Iris.
Ace has also been exported to several Asian, European, South American,
and

African

countries

and

all-electric

models

are

sold

through

Polaris Global Electric Motorcars division. In Sri Lanka, it is sold through

Diesel and Motor Engineering (DIMO) PLC under the name of DIMO Batta.

Tata 407
Tata 407 is an LCV that has sold over 500,000 units since its laminates
market share of the LCV category, accounting for close to 75% of LCV
sales.

Tata Hexa Crossover

Tata Motors, has unveiled the Hexa crossover concept at the 2015 Geneva
Motor Show. The concept previews the company's upcoming six-seater
crossover, which is likely to be launched in 2016.

17

2) Pantanagar plant (Uttarakhand)

2.1 Introduction
Incidentally, lower priced and lower margin products such as Ace and Nano
are being manufactured from Singur, Rudrapur and Pantnagar, as these
locations

give

tax

benefits.

TATA Motors is coming with a mammoth project of ACE vehicles with a

picturesque

landscape

of

1000-acre

modern

industrial

area

Our flex manufacturing unit set up with a production capacity of 50000 tons
in a year. We can also produce 5000 tons of Foam board in a year.
Although Tata Motors had initially planned to roll out the Nano from Singur,
this plan is reportedly being reworked to Pantnagar in Uttarakhand. Tata
Motors has planned a capacity of 2.25 lakh units for Ace, the sub-onetonne truck, while the existing capacity in Pune is just around 60,000 units
a year. The Company has set up a plant for its mini-truck Ace and the
passenger carrier Magic (based on the Ace platform) at Pantnagar in
Uttarakhand. The plant began commercial production in August 2007. This
is the company's fourth plant, after Jamshedpur (commercial vehicles),
Pune (commercial vehicles and passenger vehicles) and Lucknow
(commercial vehicles). The plant is spread over 953 acres, of which 337
acres is occupied by the vendor park. State-of-the-art facilities include weld
shops, paint shops, engine and gear box shops and assembly lines. The
company has invested over Rs.1000 crores in the plant. Vendors for the
18

vehicle have made additional investments to set up their plants in the

vendor park adjoining the plant. The operation has generated about 7500
direct and indirect jobs in the plant, among vendors and service providers
in the area. It was also acting as a backup plant for production of Nano. As
the problem arose there in Singur it was decided to start production of
Nano from Pantnagar plant meanwhile a plant is being constructed for
Nano at Sanand, Gujarat. Now, the NANO production has been shifted to
Sanand in Gujarat. The plant is now acting home to various new products
to be soon or has been already launched by TATA MOTORS.
It is now producing Tata safari, Tata Sumo, truck Tata Ace (275 cc), Super
Ace (475 cc), Magic, Magic Iris, Tata CNG, Sumo, Penguin and Venture.
Venture is being produced in 2 variants and is also exported out of India to
South Africa, Thailand and many others.

2.3 DESCRIPTION OF SHOP:

ASSEMBLY SHOP:
Also known as TCF Shop (TRIM CHASSIS FITTING). In this
shop all the assembly works like Engine, Suspension, Tires,
Lights, and Dashboard etc. fitting is carried out.
WELD SHOP:
Also known as BIW Shop (BODY IN WHITE) .Here
different parts are welded together and the whole
structure of the car is built.
POWER TRAIN SHOP:

19

This shop is divided into Power Train and Engine shop.

Here various operations related to Engine, Gear Trains
etc. are performed.
PAINT SHOP:
The TAIKISHA paint shop is the beauty parlors of the
car plant. This shop paints the car in various shades. It
takes 18 steps spread over less than 10 hours to
accomplish the task.

2.4. PRODUCTS MANUFACTURED:

1

Venture

Ace

Super Ace

Magic Iris(CNG & Diesel)

Sumo Gold

MHCV 3118c truck.

Tata safari

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3)

WARRANTY

A guarantee or promise which provides assurance by one party to

the other party that specific facts or conditions are true or will
happen.

Tata motors warranty terms

Whichever is earlier?

3.1) Method of warranty

1= EPV expenses per vehicle
2= IPTV induce on per thousand vehicles

21

The main purpose of TML is to reduce warranty budget with the

help of EPV/IPTV.

Example:
calculation

22

Existing method of EPV

4) WARRANTY ANALYSIS
A warranty analysis uses information about historical warranty claims to
predict the number and cost of warranty claims in the future. Warranty
analysis helps you allocate resources to address future product failures
adequately.
The number of failures in the next month, the next six months, or the next
year may indicate the magnitude of a problem. Use this tool to perform
failure forecasting analysis.
4.1 Example of a warranty analysis
Suppose the quality manager of a lawn equipment manufacturer needs to
budget for future warranty claims. Lawn mowers are covered by a one-year
warranty and the cost to the company for each warranty claim is $1000.
Each month, the manager records the number of lawn mowers from each
shipment that fails within the warranty period in order to collect data to
project future warranty claims.
This graph predicts the cumulative cost of warranty claims for the next six
months and displays a confidence interval for this prediction. With 95%
confidence, the manager can conclude that the cumulative cost of all valid
warranty claims in the next six months will be between $60,000 and
$92,000.
23

4.2)

perform a reliability warranty analysis

The usual steps in a warranty data analysis are:

1. Use Pre-Process Warranty Data to convert the data from triangular
matrix format to arbitrary censoring format.
2. Use Distribution ID Plot, Arbitrary Censoring to choose an appropriate
distribution for the existing data.
3. Use Warranty Prediction to predict the number or cost of future
failures.
Use Pre-Process Warranty Data to convert data from a matrix
format for easy analysis

24

It is common to keep track of reliability field data in the form of

number systems shipped and number of systems returned from the
shipment over time. When several shipments are made at different
dates and their corresponding returns noted, the recorded data are in
the form of a triangular matrix.

4.3) NEW VECHILE WARRANTY FROM TATA MOTORS

Each TATA vehicle & parts thereof manufactured by Tata Motors are
guaranteed to be free from material and workmanship defects, subject to
the terms & conditions mentioned in owner's manual.
The warranty begins from the date of delivery of the vehicle to the first
owner. The delivery date is considered as start date for the warranty period.
For warranty related support, the vehicle owner shall contact the concerned
Tata Motors.
Tata Motors warrants each TATA vehicle & parts thereof manufactured to
be free from defects in material and workmanship, subject to terms &
conditions mentioned in the Owner's manual.

4.4) TOPS (PART) WARRANTY

Tata Motors Original Parts (TOP) comes with a warranty period of 6
months or 10,000 kms. Whichever is earlier from date of part purchase
& fitment on the vehicle. The part shall be purchased and fitted on the
vehicle from Tata Motors authorized dealers / TASCs only (who will be
assisting the TOP warranty). The vehicle owner shall retain the customer's
copy of the original repair bill for all future reference.

25

Parts will not be covered under this warranty if it breaks down or fails to
perform due to abuse, misuse, alteration, accident or have been improperly
lubricated or repaired. Also, normal wear & tear failures will not be
considered under this warranty. This warranty shall not apply to the
incidental or consequential damages, loss of time, inconvenience & loss of
use of the vehicle or commercial loss.

4.5) VALUE ADDED SERVICE

1. EXTENDED WARRANTY
Extended Warranty (EW) for SCV range of vehicles is a new initiative under
Customer Care - CVBU. It is a Value Added Service offered to customers
for providing an enhanced period of assurance even after the expiry of
warranty. Extended Warranty initiative is to support customer retention and
life cycle ownership cost. This makes the vehicle more attractive for the
customer as well as enables long term customer relationship.
Currently selected SCV models are covered under EW. Normal warranty of
Ace range of vehicles expires at the end of 12 months or 36,000 km,
whichever occurs earlier (for Ace, Zip, and Magic & Iris) & 12 months or
50,000km, whichever occurs earlier (for Super Ace). Extended warranty
provides coverage for further 12 months or 36,000 km (whichever occurring
earlier) for Ace, Magic, Zip & Iris and 12 months or 50,000kms (whichever
occurring earlier) for Super Ace. Extended Warranty is optional to a
customer & it needs to be opted along with the purchase of the vehicle or
within a specified period of its purchase i.e. 45 days at a nominal cost. EW
is an extension of warranty hence its terms & conditions are similar to that
of manufacturer's warranty with certain exclusions.

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Extended Warranty is a Value added service from TML which has been
developed for offering enhanced & long term customer relationship,
security against unforeseen breakdowns, High Quality repairs by trained
manpower & genuine spare parts, Hassle Free documentation & repairs
should any need arise, Pan India service through 1400 Authorized service
facilities. All this is provided to customers at a very nominal cost.

4.6) WARRANTY SETTLEMENT PROCESS OF TML

Warranty claim settlement within 30 days from claim generation date
Warrant failed part should reach within 75 days of packing slip
generation.
Warranty failed part received after 75 days and within 120 days of
packing slip generation should be debited 25% material cost.
Warranty failed part received beyond 120 days and within 150 days
of packing slip generation will be debited 60% of the part value in
irrespected to plant location.
Warranty failed part received beyond 150 days after the packing slip
generation will be debited 100% of part value irrespective of plant
location.

4.7) Step-wise warranty settlement process

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1. Warranty claim generation and claim settlement flow in

VCM/CRM system

Dealer/TASS should raise warranty claim within 7 days of crm job

card closure
Claim raise in crm shall undergo auto system validation check if any
discrepancy observed the claim get differed by system to cp.CP
should resubmitted the claim with need full correction within three
days beyond which the system shall reject the claim. Claim after
system check clearance proceed to next level system.
Warranty claim if involve any special charges shall require ASM /
ASO certification and provisional clearance in the system within a 10
period of 3 days (the special charges claim shall be subject to
verification by the CSM at the time of warranty audit and debit action
initiated if required
Central warranty cell than verifies the claimed code correctness
(venders/job codes / labor codes /etc)incomplete details
(observation/root cause).any discrepancy observed in the claim shall
be differed back to CP for needful correction , following which the
claim shall again undergo all step from starting. CP should resubmit
the claim after needful correction within 7 days.
Warranty claim after successful validation of stage d is considered
settled and credit advice get system generated.
Settled warranty claim amount shall get credit to CP through system
credit run which is scheduled thrice in a week,: every Monday
,Wednesday and Friday.

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5) Benchmark Practice for tracking Warranty

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