“A comparative study on after sale service in two wheeler sector of Bajaj,

Yamaha, Hero, Honda and TVS”

PROJECT REPORT
Submitted for the
Partial fulfillment of the requirements for the award of the Degree of

BACHELOR OF BUSINESS ADMINISTRATION

(Mahatma Gandhi University2017-2020)
Submitted by:

NAME

Visakh U S, Akhil Baby, Anandhu Suresh, Soniya Johny, Sreelakshmi S Kumar

REG No:

Under the guidance of

Mrs. RAJIMOL P S

(Asst. professor, Department of Management Studies)

Sanjo College of Management & Advanced Studies

(AFFILIATED TO MAHATMA GANDHI UNIVERSITY KOTTAYAM)

Rajakkad. P.O,Mullakkanam, Idukki District, 685566

 SANJO COLLEGE OF MANAGEMENT AND
ADVANCED STUDIES
Rajakkad p.o, Mullakkanam

Idukki, Kerala.

PROJECT STUDY

CERTIFICATE

This is to certify that the report is a bonafide record of the project study titled “A comparative
study on after sale service in two wheeler sector of Bajaj, Yamaha, Hero, Honda and TVS”
done by NAME , Semester III in partial fulfillment of the requirements for the degree of
Bachelor of Business Administration of Mahatma Gandhi University, Kottayam.

Miss. Mrs. Rajimol P S

H.O.D Faculty Guide

Submitted for the Viva-Voice Examination held on.................................

………………………… …………………….

Internal Examiner External Examiner

DECLARATION

I NAME, hereby declared that the project work entitled “A comparative study on after
sale service in two wheeler sector of Bajaj, Yamaha, Hero, Honda and TVS” is a bonafide
piece of work carried out under the valuable guidance and supervision of Rajimol P S,
Department of BBA, Sanjo College of Management & Advanced Studies Mullakkanam, in
partial fulfillment of the requirements of the award of the degree of Bachelor of Business
Administration of Mahatma Gandhi University. I also declare that this report has not been
submitted to any other university or institution for the award of any other degree/diploma and
this represents my independent work.

Place:

Date: NAME
CHAPTER 1:INTRODUCTION

INTRODUCTION ON A TOPIC

Digitalization is causing major transformational pressure in sale and after service. They
have been so many ways to focus on customers and offer them factorized services before, during
and after their purchasing decisions. Whether he objects in questions is a car manufacturing\g
plant or wind turning sales and after sale process must always focus on the customer if they are
to achieve and maintain constantly high level satisfaction. When the customer is present in the
showroom, innovative and above all situation. Specific form of dialog are required information
and offers in real time with no delay are crucial to sale and after sale service.however,mobile
solution not only play a part in the process of purchasing automobile-industry always benefit
from this trend and is able to based on it.

The Indian auto industry became the fourth large world with sale increasing 9.5 per cent
year on –year to 4.02 million. Unit in 2017 .the two-wheelers segment dominate the market in
term of growing middle class and a young population more ever the growing interest of he
companies in exploring the rural markets further sided the growth of the sector. India is also
prominent out explorer and has strong export growth expected for the near future.

The auto industry is set to witness major changes In the form of electric vehicle shored
mobility. Short stage 6th emission and safety norms .in order to keep up with the growing
demand, several auto make have chatted have investing heavily in various segment of the
industry during the last few month .the industry has attracted foreign direct investment worth us
18.413 million during the period April 2000 to December 2017.according to data realized by
department of DPP.

AUTOMOBILE EXPERIENCE

For dealers, digitalization calls for new mind set “digital thinking”.it must not be seen us
a cost factor but as a tool to generate revenue growth. Correctly networked, it can provide dealers
with 360 0view of the customers and offers custom new digital ways of interacting and added
value I purchasing a car and workshop service

GENARATION MAINTANCE

System support its customers across all industries in digitalizing there maintains and
servicing process thanks to high-quality service life cycle management port filo- the potential for
saving and process improvement is particularly high for plant, machinery and capital good with
long service lives.

Whether it is a new C R M system web portal analyzes or maintains system. This project is also
done to know to sales and after sales service on automobile industry. The impact of automobile
industry on the rest of the economy has been so pervasive and momentous that is characterized
our second industrial good.

This project is done in five different two wheeler howrooms to analyse theaftersales
services prevailing there. There has been dramatic modification in transportation industry people
use different types of two wheelers & four wheelers for their different preferences like safety,
speed, reliability, average, outlook etc. Companies are now faced with an increasing number of
tactical options that must be efficiently and effectively applied to an increasing number of
product variations for the other company. Companies can outperform competition only if they
can go about winning customer by meeting & satisfying customer needs.hence it is a study of
aftersales services in some two wheeler showrooms. So, customer‟s satisfaction after sales &
before sales is become important for any particular two-wheeler company.

INTRODUCTION TO INDUSTRY

Indian market before independence was seen as a market for important vehicles while
assembling of cars manufactured by general motors and other brands was the order of the
day. Indian auto mobile industry mainly focused on servicing, dealership, financing and
maintains of vehicles later only after a decade from independence manufacturing started India’s
Transportation requirement were met by Indian railways playing an important role the till the
1950s.Since independence the Indian automobile industry faced several challenges and road
blocks like manufacturing capability was restristicted by the rule of license and could not be
Increased but still it lead to growth and success it has achieved today .For nearly three decades
the total production of passenger cars was limited to 40000 yearly. Even the production was
confined to three main manufactures hindhusthan motors, premier automobiles and standard
motors. There was no exporters or research and development initiative taking place, Initially
labor was unskilled and had to go through a process of learning through trail and error.in the
1950s the Morris oxford, became the ambassador the fiat 1100 became the premier
padmini,Then in 1960s nearly 981of the product was developed indigenously there were
significant changes witnessed by the end of 1970s in the automobile industry. Tong and huge
initiatives like joint ventures for light commercial vehicles did not success.Contessa.the rover
and the premier 118 NE, which were the new models; hit the market .till later part of 1980s India
by and large followed a socialist system. The main focus of the government was development
through heavy, long gestation capital intensive did not succesed.contessa, the rover and the
premier 118NE, which were the new models, hit the market. Till later part of 1980s India by and
large followed socialist system. The main focus of the government was development through
heavy, longgestation, capital intensive projects like steel manufacturing. Priority was to the
quality of finished goods and customers feedback.

Auto mobiles industry includes two-wheeler, trucks,cars,buses and three wheeler which
play crucial role in the growth of the Indian economy India has emerged as Asia’s fourth
southKorea and Thailand. The country is expected to top the world in car volumes with
approximately 611 million vehicles on the nation’s roads by 2050.the economic progress of this
industry is indicated by the amount of goods and services produced which give the capacity for
transportation and boost the sale of vehicles. There is a huge increase in automobile production
with a catalyst effect by indirectly increase the demand for a number of raw materials like
steel,plastics,rubber,glass,paint,electronics and services.
HISTORY OF BIKES IN INDIA

India is the second largest manufacturer and producer of two-wheelers in the world. It
stands next only to Japan and China in terms of the number of two-wheelers produced and
domestic sales respectively. This distinction was achieved due to variety of reasons like
restrictive policy followed by the Government of India towards the passenger car industry, rising
demand for personal transport, inefficiency in the public transportation system etc.The Indian
two-wheeler industry made a small beginning in the early 50s when Automobile Products of
India (API) started manufacturing scooters in the country. Until 1958, API and Enfield were the
sole producers.

In 1948, Bajaj Auto began trading in imported Vespa scooters and three-wheelers.
Finally, in 1960, it set up a shop to manufacture them in technical collaboration with Piaggio of
Italy. The agreement expired in 1971. In the initial stages, the scooter segment was dominated by
API, it was later overtaken by Bajaj Auto. Although various government and private enterprises
entered the fray for scooters, the only new player that has lasted till today is LML.

Under the regulated regime, foreign companies were not allowed to operate in India. It
was a complete seller market with the waiting period for getting a scooter from Bajaj Auto being
as high as 12 years. The motorcycles segment was no different, with only three manufacturers
viz Enfield, Ideal Jawa and Escorts. While Enfield bullet was a four-stroke bike, Jawa and the
Rajdoot were two-stroke bikes. The motorcycle segment was initially dominated by Enfield
350cc bikes and Escorts 175cc bike.

The two-wheeler market was opened to foreign competition in the mid-80s. And the then
market leaders - Escorts and Enfield - were caught unaware by the onslaught of the 100cc bikes
of the four Indo-Japanese joint ventures. With the availability of fuel efficient low power bikes,
demand swelled, resulting in Hero Honda - then the only producer of four stroke bikes (100cc
category), gaining a top slot.

The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and
Hero Honda brought in the first two-stroke and four-stroke engine motorcycles respectively.
These two players initially started with assembly of CKD kits, and later on progressed to
indigenous manufacturing. In the 90s the major growth for motorcycle segment was brought in
by Japanese motorcycles, which grew at a rate of nearly 25% CAGR in the last five years.

The industry had a smooth ride in the 50s, 60s and 70s when the Government prohibited
new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the
80s. The industry witnessed a steady growth of 14% leading to a peak volume of 1.9mn vehicles
in 1990. The entry of Kinetic Honda in mid-eighties with a variometric scooter helped in
providing ease of use to the scooter owners. This helped in inducing youngsters and working
women, towards buying scooters, who were earlier inclined towards moped purchases. In the
90s, this trend was reversed with the introduction of scooterettes. In line with this, the scooter
segment has consistently lost its part of the market share in the two-wheeler market.

In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a
decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0.4mn vehicles. Barring
Hero Honda, all the major producers suffered from recession in FY93 and FY94. Hero Honda
showed a marginal decline in 1992.

The reasons for recession in the sector were the incessant rise in fuel prices, high input
costs and reduced purchasing power due to significant rise in general price level and credit
crunch in consumer financing. Factors like increased production in 1992, due to new entrants
coupled with the recession in the industry resulted in companies either reporting losses or a fall
in profits.

India is one of the very few countries manufacturing three-wheelers in the world. It is the
world's largest manufacturer and seller of three-wheelers. Bajaj Auto commands a monopoly in
the domestic market with a market share of above 80%, the rest is shared by Bajaj Tempo,
Greaves Ltd and Scooters India. The total number of registered two-wheelers and three-wheelers
on road in India, as on March 31, 1998 was 27.9mn and 1.7mn respectively. The two wheeler
population has almost doubled in 1996 from a base of 12.6mn in 1990.

Mobility, especially in terms of transportation defines success of a nation or a

community. Before the British laid foundation for railway track in India to infuse mass
transportation in the country, affluent people had the luxury of being driven around in cars and
the lower and upwardly mobile populous were dependents on cars pulled by bullocks and horse
carriages still the introduction bycles. The evaluation of pedal powered cycle into a motor
powered two-wheelers helped people move faster and further.people could move out of rural
India and move towards the big cities hoping to find new jobs and starting new business in a new
emerging India. The first motor bike commissioned in India was the 350 c.c powered bullet
manufactured I England and assembled in madras by the royal Enfield U K company. Back then
royal Enfield was a Britishcompany. The rugged bullet was orders by the Indian army.

INTRODUCTION TO THE ORGANISATION

 BAJAJ

The Bajaj Group is amongst the top 10 business houses in India. Founded in 1926,at the
highest of India's movement for independence from the British. 1945 November 29,Bajaj Auto
comes into existence as m/s Bach raj Trading Corporation Private Limited. In 1948 sales in India
commence by importing two and three wheelers. In 1959 Bajaj Auto obtains license from the
Government of India to manufacture two and three wheelers. In 1960 Bajaj Auto becomes a
public limited company. The three-wheeler goods carrier is introduced. Bajaj is a global two-
wheeler and three-wheeler Indian manufacturing company. Over the last decade the company
has successfully changed its image from a scooter manufacturer to a two wheeler manufacturer.
It’s product range encompasses scooterettes, scooters and motorcycles its growth in numbers has
come in the last four years after successful introduction of a few models in the motorcycle
segment.
Bajaj gives 3 free services. First, second and third services. Bajaj also gives 2year warranty.
Bajaj market is more customers oriented in the sense all the business operations revolve around
satisfying the customer by meeting their needs through effective service. The group has an
illustrious history. The integrity, dedication, resourcefulness and determination to succeed which
are characteristic of the group today, are often traced back to its birth during those days of
relentless devotion to a common cause. Jamnlal Bajaj, founder of the group, was a close
confidant and disciple of Mahatma Gandhi. In fact, Gandhiji had adopted him as his son. This
close relationship and his deep involvement in the independence movement did not leave
Jamnlal Bajaj with much time to spend on his newly launched business venture. We are
celebrating 125th Birth anniversary of Shri. Jamnlal Bajaj on 4th of November 2014.
His son, Kamalnayan Bajaj, then 27, took over the reins of business in 1942. He too was close to
Gandhiji and it was only after Independence in 1947, that he was able to give his full attention to
the business. Kamalnayan Bajaj not only consolidated the group, but also diversified into various
manufacturing activities. The present Chairman of the group, Rahul Bajaj, took charge of the
business in 1965. Under his leadership, the turnover of the Bajaj Auto the flagship company has
gone up from INR.72 million to INR. 120 billion, its product portfolio has expanded and the
brand has found a global market. He is one of India’s most distinguished business leaders, bike
manufacturer India and internationally respected for his business acumen and entrepreneurial
spirit. Bajaj Auto Ltd (BAL) is one of the leading two & three wheeler manufacturers in India.
The company is well known for its R&D product development process engineering and low-cost
manufacturing skills. The company is the largest exporter of two and three-wheelers in the
country. The company has two subsidiaries namely Bajaj Auto International Holdings BV and
PT Bajaj Indonesia. On 29 November 1945 Bajaj Auto came into being under the name M/s
Bachraj Trading Corporation Private Limited. In 1948 Bajaj Auto started selling imported two-
and three-wheelers in India. In 1959 Bajaj Auto obtained license from the Government of India
to manufacture two- and three-wheelers. In the year 1960 Bajaj Auto became a public limited
company. In the year 1970 Bajaj Auto rolled out its 100000th vehicle. In 1971 Bajaj Auto
launched three-wheeler goods carrier. In 1977 the company launched Rear Engine Auto
rickshaw. On 19 January 1984 the foundation stone was laid for Bajaj Auto's new plant at Waluj
Aurangabad. On 5 November 1985 Bajaj Auto commenced production at Waluj plant. In 1998
Bajaj Auto commenced production at its Chakan Pune plant. In November 2001 Bajaj Auto
launched its premium bike 'Pulsar'. In February 2003 Bajaj Auto launched Caliber115 in the
executive motorcycle segment. Pursuant to the Scheme of Arrangement of Demerger Bajaj
Holdings & Investments Ltd (BHIL erstwhile BAL) was demerged into three undertakings with
effect from the effective date viz. 20 February 2008.

The holding company operated in the segments such as automotive insurance and
investment and others. Considering the growth opportunities in the auto wind-energy insurance
and finance sectors the holding company de-merged its activities into three separate entities each
of which can focus on their core businesses and strengthen competencies. The auto business of
the holding company along with all assets and liabilities pertaining thereto including investments
in PT Bajaj Auto Indonesia and in a few vendor companies transferred to Bajaj Investment &
Holding Ltd (BHIL). In addition a total of Rs15000 million in cash and cash equivalents also
transferred to Bajaj Investment & Holding Ltd. As the part of the scheme Bajaj Holdings and
Investment Ltd was renamed as Bajaj Auto Ltd (BAL). The appointed date of this de-merger was
closing hours of business on March 31 2007.In April 9 2007 the company inaugurated their
green field plant at Pant agar in Uttarakhand. In the first year of operations the plant produced
over 275000 vehicles.

The company's vehicle assembly plant at Akurdi was shut down from September 3 2007 due
to higher cost of production. In November 2007 Bajaj Auto International Holdings BV a wholly
owned subsidiary company acquired 14.51% equity stake in KTM Power Sports AG of Austria
Europe's second largest sport motorcycle manufacturer for Rs345 crore. During the year 2007-08
the company launched XCD 125 DTS-Si and the Three-wheeler Direct Injected auto rickshaw.
The Chakan plant completed the cumulative production of over 2 million Pulsar. During the year
2009-10 the company expanded the production capacity of Motorized Two & Three Wheelers by
300000 Nos. to 4260000 Nos. The company launched Pulsar 220 F Pulsar 180 UG Pulsar 150
UG Pulsar 135 LS and Discover DTS-sj in the market. During the year 2010-11 the company
expanded the production capacity of Motorized Two & Three Wheelers by 780000 Nos. to
5040000 Nos. The company launched Avenger 220 DTS-i KTM Duke 125 Discover 150 and
Discover 125 in the market. The company plans to maintain the capacity of two and three-
wheelers at the current level of 5040000 numbers per annum during the year ending 31 March
2012. The 4 wheel vehicle development work is under progress and commercial launch of the
first product from this platform is scheduled for 2012.In 2012 Bajaj Auto tied up with Japan's
Kawasaki in Indonesia. In 2013 the Company has introduced another variant of premium
motorcycles under the Bajaj-KTM joint venture namely Duke 390cc for a price of Rs1.83 lakh.
The company also received 'CII Design Excellence Award in 2014 Bajaj Auto bagged order in
Sri Lanka -People's Choice Bike of the Year - CNBC TV18 Overdrive Awards
  TVS

TVS motor company Ltd, the flagship company of TVS Group is the third largest two
wheeler manufacturer in India. The company manufactures a wide range of two wheelers from
mopeds to racing inspired motorcycles. The company having their manufacturing plants at Hosur
in Tamil Nadu. TVS motor will be responsive to customer requirements consonant with its core
competence and profitability. TVS motor will provide total customer satisfaction by giving the
customer the right product, at the right price, at the right time. TVS motor will be one among the
top two-wheeler manufacturers in India and one among the top 5 two-wheeler manufacturers in
Asia. TVS motor will have profitable operations overseas especially in Asian markets,
capitalizing on the expertise developed in the areas of manufacturing, technology and marketing.
TVS motor has won several management awards notable among them being the emerging
Corporate Giant in the private sector awarded by the Economic Times and the Harvard Business
School Association Of India. In TVS motor Ltd, there is decentralization of authority. The
subordinates can take right decision without the prior approval of the superiors. TVS was
established by Mr. TV Sundaram Iyengar. He began with Delhi first bus service in 1911 and
founded T.V. Sundaram Iyengar and Sons Limited, a company in the transportation business
with a large fleet of trucks and buses under the name of Southern Roadways Limited. When he
died in 1955, his sons took the company ahead with several forays in the automobile sector,
including finance, insurance, two-wheelers/ three wheelers, tires and components, housing,
aviation, logistics etc.

The group has managed to run 97 companies that account for a combined turnover of nearly
US$6 billion. Clayton was founded in 1962 in collaboration with Clayton DE André Holdings,
United Kingdom. It manufactured brakes, exhausts, compressors and various other automotive
parts. The company set up a plant at Hosur in 1978, to manufacture mopeds as part of their new
division. In 1980, TVS 50, India's first two-seater moped rolled out of the factory at Hosur in
Tamil Nadu, Southern India. A technical collaboration with the Japanese auto giant Suzuki Ltd.
resulted in the joint-venture between Sundaram Clayton Ltd and Suzuki Motor Corporation, in
1982. Commercial production of motorcycles began in 1984.
 TVS Motor Company is the third largest two-wheeler manufacturer in India, with a revenue
of 15129 Cr INR (2017-18). The company has an annual production capacity of 4 million 2
wheelers & 120,000 3 wheelers.
TVS Group spans across industries like Automobile, Aviation, Education, Electronics,
Energy, Finance, Housing, Insurance, Investment, Logistics, Service and Textiles. Has over 90
Companies under the umbrella. TVS Motor Company Ltd (TVS Motor), a member of the TVS
Group (Revenue around INR. 40,000 Cr ), is the largest company of the group in terms of size
and turnover.

 YAMAHA

Yamaha derived its name from Torakusu Yamaha, the company’s founder. It started off
by manufacturing Western musical instruments in Japan back 1887, and it wasn’t till 1955 that
the company’s motorcycle division was set up. While Yamaha still manufactures musical
instruments, with the distinction of being regarded as one of the leading names in the field, it
also forms one fourth of the big four Japanese manufacturers in the two-wheeler industry. With a
rich legacy of motorcycle racing under its belt, Yamaha gained fame for its two-stroke
motorcycles which exceled in premier class racing. Be it superbikes or motocross, Yamaha
became one of the best manufacturers to bank on. Even today, Yamaha continues to be one of
the top dogs across different forms of two-wheeler racing. This success in racing has helped
Yamaha establish its name across the globe, making it one of the biggest two-wheeler
manufacturers in the world. While Yamaha motorcycles were being locally manufactured and
sold in India some time before that, the company first, officially entered the country in 1985. It
continued with its joint-venture with Escorts till 2001, after which it became a 100 per cent
subsidiary of Yamaha Japan. Yamaha might be considered to be a sporty brand internationally,
though the company’s Indian portfolio consists of a wide range of two-wheelers spread across
different segments. Right from 100cc commuter motorcycles to liter-class superbikes, Yamaha
has all of them. In its attempt to increase its volumes, the company off late has been focusing on
scooters. The Fascino has helped Yamaha immensely in this cause, while the rest of the scooter
range has also been performing decently. For the enthusiast audience, Yamaha has the Fazer, FZ-
S, YZF-R15 and the YZF-R3. For budget-conscious customers, there are the Saluto RX, Saluto
and the SZ-RR. The superbike range is imported as CBU and consists of YZF R1, YZF R1-M,
Mix .
Yamaha is a Japanese motorized vehicle producing company that supplies motorcycles,
marine products such as boats and out board motors etc. The company has a firm standing in the
competitive motorcycle market due to their advanced technology and brand awareness. Yamaha
has a reputation of making well-designed and personalized motorcycles that are universally
accepted. Behind the characteristics is the Yamaha's effort to identify customer's need and create
original parts adjusting to each motorcycle model. Furthermore, the motorcycles use adjustable
parts to enable riders to customize their own motorcycles. These features are inherited from the
former Yamaha's company spirit, ”adjust the instruments to people “. These unique
characteristics push Yamaha motor forward to the second largest motorcycle company after
Honda.
The value and experiences Yamaha delivers customers by way of its motorcycles and
scooters first of all provide full safety and peace of mind while riding. Next, they believe these
experiences accumulate to form a bond between rider and machine that serves as bedrock for yet
more value and experiences. To all their customers fully enjoying Yamaha products. Yamaha
Motor made its initial foray into India in 1985 as a joint-venture. In August 2001, it became a
100% subsidiary of Yamaha Motor Co., Ltd, Japan (YMC). In 2008, Mitsui & Co. Ltd. entered
into an agreement with YMC to become a joint-investor in India Yamaha Motor Private Limited
(IYM).
IYM's manufacturing facilities comprise of 3 State-of-the-art Plants at Surajpur (Uttar
Pradesh), Faridabad (Haryana) and Kanchipuram (Tamil Nadu). The infrastructure at These
plants support production of two-wheelers and parts for the domestic as well as overseas
markets.
IYM is highly customer-driven and has a country-wide network of over 2,200 customer
touch-points including 500 dealers. Presently, its product portfolio includes Sports model YZF-
R3 (321 cc), YZF-R15 version 3.0 (155 cc), YZF-R15 S (149 cc); Blue-Core Technology
enabled models such as FZ 25 (249 cc), Fazer 25 (249 cc), FZ-S FI (Fuel-Injected, 149 cc), FZ
FI (Fuel-Injected, 149 cc), Fazer FI (Fuel-Injected, 149 cc), SZ-RR version 2.0 (149 cc), Saluto
(125 cc), Saluto RX (110 cc), Cygnus Ray-ZR (113 cc), Fascino (113 cc), Cygnus Alpha (113
cc), Cygnus Ray Z (113 cc); latest superbike MT-09 (847 cc) and YZF-R1 (998 cc).
The other Yamaha Motor Group Companies in India include:
Yamaha Motor India Pvt. Ltd. (YMI) is a 100% subsidiary of YMC and functions as
the regional headquarters and corporate control body of India business operations for YMC. YMI
is responsible for Corporate Planning & Strategy, Business Planning & Business Expansion and
Quality & Compliance Assurance of Yamaha India Business.
Yamaha Motor India Sales Pvt. Ltd. (YMIS) is a 100% subsidiary of YMC and
supports IYM to market and sell its motorcycles & scooters in domestic as well as export
markets.
Motor Research & Development India Pvt. Ltd. (YMRI) is a 100% subsidiary of
YMC and has been established by YMC to provide R&D and Product development services to
IYM for its domestic as well as export markets. YMRI is the fifth overseas R&D headquarters
for Yamaha Motor Group following Italy, Taiwan, China, and Thailand.
Yamaha Motor Company and Yamaha Motor India Pvt. Ltd. have already reached towering
heights in the automobile industry in India, Japan and all over the world; however, the company
still strives hard to get better each day and provide their customers with the best they can
possibly have. The President of Yamaha Motor Company Hiroyuki Yanagi has conveyed a
message to the work force employed with Yamaha to work under its mission for excellence. The
YMC President says, “We will establish YAMAHA as the 'exclusive & trusted brand' of
customers by 'creating Kando' (touching their hearts) - the first time and every time with world
class products & services delivered by people having 'passion for customers'. We have to be the
Exclusive & Trusted Brand renowned for marketing and manufacturing of YAMAHA products,
focusing on serving our customer where we can build long term relationships by raising their
lifestyle through performance excellence, proactive design & innovative technology. Our
innovative solutions will always exceed the changing needs of our customers and provide value
added vehicles.”
  HERO

Hero MotoCorp Limited is the world's largest manufacturer of two-wheelers. The

company has four manufacturing facilities namely Dharuhera and Gurgaon in Haryana Haridwar
in Uttarakhand and Neemrana in Rajasthan. The company is based in New Delhi India. The
company offers a range of bikes starting from CD Dawn CD Deluxe Splendor Plus Splendor
NXG Passion and Passion Pro. The 125 cubic centimeter segment offers Glamour Super
Splendor and Glamour F1. It also has an offering called Achiever in 135 cubic centimeter
segment. In the 150 cubic centimeters and above the company offers brands like Hunk CBZ X-
treme Karizma and the Karizma ZMR. It also offers a 100 cubic centimeter scooter Pleasure.
Hero MotoCorp Limited was incorporated in the year 1984 with the name Hero Honda Motors
Ltd. The company was established as a joint venture company between Honda Motor Company
of Japan and Hero Group. In the year 1983 they signed a joint collaboration agreement and
formed the company. The joint venture between India's Hero Group and Honda Motor Company
Japan has not only created the world's single largest two wheeler company but also one of the
most successful joint ventures worldwide. In the year 1985 the company commenced their
commercial production at Dharuhera plant in Haryana and introduced their first motorcycle CD
100 in the market. In the year 1989 they launched the new motorcycle model Sleek in the market
and in the year 1991 they introduced new motorcycle model CD 100 SS in the market. In the
year 1995 the company introduced their extraordinary product Splendor in the market.

In the year 1997 the company inaugurated their second manufacturing facility at Gurgaon
in Haryana. Also they introduced new motorcycle model Street in the market. In the year 1999
they launched Hero Honda CBZ the first 150cc motorcycle in the Indian two wheeler industry. In
the year 2001 the company introduced new models Passion and Joy in the market. In the next
year they introduced new models Dawn and Ambition in the market. In the year 2003 the
company launched new motorcycle models namely CD Dawn Splendor+ and Passion Plus in the
market. Also they launched Hero Honda Karizma the industry's first 223cc motorcycle. In the
year 2004 they introduced new models Ambition 135 and CBZ* in the market. During the year
they renewed the joint technical agreement with the Honda Motors Company Japan.In the year
2005 the company launched Super Splendor CD Deluxe Glamour and Achiever in the market. In
the year 2006 the company forayed into scooter segment and launched 100cc gearless scooter
Pleasure in the market. In the year 2007 the company launched Splendor NXG CD Deluxe
Passion Plus and Hunk in the market. During the year 2007-08 the company commissioned their
third plant at Haridwar in Uttarakhand with an initial installed capacity of 500000 units. This
plant had lean manufacturing and practices that ensure efficiency.

During the year the company launched new models (including variants) including
Splendor NXG Hunk New Super Splendor New Passion Plus Commemorative Splendor+ and a
Refreshed version of Pleasure. During the year 2008-09 the company increased the installed
capacity of Motorized 2 wheelers up to 350CC engine by 1800000 Nos to 5200000 Nos. Also
they launched eight models: Passion Pro (100 cubic capacity-4 Stroke) CBZ-Extreme (150 cubic
capacity - 4 Stroke) Pleasure New Aesthetics Splendor NXG (Self Start) CD Deluxe (Self Start)
Glamour FI Glamour (Carb) and HUNK Special Edition. Also they launched new motorcycle
model Karizma - ZMR in the market. During the year 2009-10 the company increased the
installed capacity of Motorized 2 wheelers up to 350CC engine by 200000 Nos to 5400000 Nos.
The company launched nine new models during the year. During the year 2010-11 the company
launched six new models including variants of existing models successfully. They refreshed
Glamour and Glamour FI. They introduced the New Hunk Super Splendor and Splendor Pro.
The company launched the new upgraded versions of CBZ Extreme and Karizma. Also they
breached the landmark 5 million figure cumulative sales in a single year. During the year the
Indian Promoter Group of the company which comprised of Hero Investments Pvt Ltd (HIPL)
Bahadur Chand Investment Pvt Ltd (BCIPL) and Hero Cycles Limited (Hero Cycles) re-aligned
the shareholding in the company following a family agreement. As a result Hero Cycles
transferred its shareholding in the company to HIPL on May 28 2010. As a result of these
transactions the Indian Promoter Group of the company now comprises of HIPL and BCIPL
owned and controlled entirely by the Munjal Family headed by Brijmohan Lall Munjal. Also
during the year the Indian Promoter Group and Honda Motor Co Ltd Japan (Honda) entered into
a Share Transfer Agreement (the Agreement) on January 22 2011. As per the terms of the
Agreement Honda had agreed to transfer its entire shareholding of 26% in the Company to the
Indian Promoter Group bringing an end to the joint venture between the two promoter groups of
the company.
 The acquisition was completed on March 22 2011 and the shares held by Honda were
transferred to the Indian joint venture partner. In addition to the Agreement the Indian Promoter
Group and Honda also entered into a License Agreement on January 1 2011. As per this
agreement Honda has given to the company the right and license to manufacture assemble sell
and distribute certain products and their service parts under their Intellectual Property Rights. In
July 2011 the company changed their name from Hero Honda Motors Ltd to Hero MotoCorp
Ltd. In February 2012 the company entered into a strategic partnership with Erik Buell Racing
(EBR) of USA for contemporary technology and design inputs to enable the company to launch
high end bikes for the domestic and international markets. IN 2013 Hero Motocorp commenced
construction of its new plant & Global Parts Centre. The company Commences Construction of
Its 'GAME-CHANGING' Centre of Global Innovation And Research & Design. In 2014 Hero
Motocorp Heralds A New Era Of Technology Leadership. The company Sets New Benchmark
For The Global Two Wheeler Industry. The company Launches Splendor I smart With Game
Changing I3s Technology.

 HONDA

Honda was founded in the late 1940s as Japan struggled to rebuild following the second
World War. Company founder Soichiro Honda first began manufacturing piston rings before
turning his attention to inexpensive motorcycles. Mr. Honda always had a passion for
engineering, and this became evident by the wild sales success of his motorcycles in the 1960s
and by competing head-to-head against the world’s best on racetracks. Today, Honda is a
juggernaut, offering class-leading machines in most every category.

Honda followed up its success with motorbikes by groundbreaking scooters like the
Honda Active, which has owners all over the country beaming with pride and pleasure. After a
period of successful marketing of its products it never looked down, It geared up with great bikes
like Honda Shine, which really shined in the 125cc bike market, Honda Stunner ,which robed the
hearts of young stars and with twisted the minds of people with its Honda Twister and trying to
get the glory of unicorn with its Honda Dazzler It has good amount of market share among
scooter segment with high demanded Honda Active and followed by Aviator and Dio.It even
entered in to fun biking culture by introducing the international standard racing bikes.

Honda Motor Company, Japan with its headquarters in Tokyo, has manufacturing
operations in32 countries with 109 production bases.The company principal of Honda
Worldwide is dedication to supplying products of the highestquality yet at a reasonable price for
worldwide customer satisfaction. It has 3 business divisions namely 2-wheelers, 4-wheelers
Honda entered India as Shriram Honda Power Equipment Limited (now Honda Siel Power
Products Ltd) in May 1985, as joint venture between the Honda Motor Company, Japan, and Siel
Ltd. dealing mostly in manufacture and distribution of power products. Post liberalization, the
Honda Motor Company established four other subsidiaries, one of which was Honda Motorcycle
and Scooter India (Private) Ltd (HMSI), an adjuvant dealing primarily with the manufacturing
and distribution of two-wheelers in India, the density of which has been increasing exponentially
on Indian roads. Established in August 1999, the foundation stone of the first factory of HMSI
was laid on 14th December 1990 and completed in January 2000.

Honda's joint venture with Hero started off HMSI's product line with scooters. The first
to enter in the market from the base of the HMSI in Manesar was the Honda Activa. Honda
Activa began as an easy-to-ride two-wheeler. It had a four-stroke, single cylinder engine with air
cooling. It had a great pick-up and thanks to its user-friendly features it was highly reliable. Its
launch was coincident with the generational movement from heavy manual scooters to lighter,
automatic ones, and thus, Activa became an instant hit in India. This vehicle featured the dual
options of kick-starting as well as self-starting. This ensured a consumer range of not only the
young generation, but also the older one, which was more used to the two-stroke, kick-starting
Chetak. Its USP includes a comfortable yet stable ride, offering a stylish exterior and greatly
controlled drive. Next in line was the Honda Dio, which was introduced in 2001. Dio, too, like
Activa, rode the wave of exponential preference for lightweight scooters to its popularity, and is
India's first moto scooter. As its predecessor, it was equipped with an air-cooled, four-stroke,
singlecylinder engine.
 Its USP over Activa included a wedge design which offered the Dio a slimmer, more
aerodynamic look. This innovative sleek design made it easier to navigate in traffic. The long
front suspension of the Dio offered it a long stroke. Coming fitted with a highly efficient shock
absorption system afforded Dio riders a comfortable and smooth ride.
Then came Honda Eterno, India's first 150 cc geared scooter. It had the same air-cooled, four-
stroke, single cylinder engine as its predecessors, but where Activa and Dio had a capacity of a
little more than 100 cc, this beauty came loaded with 150 cc capacity. Built for performance,
Eterno was lightweight, it was sturdy and it was fuel efficient. It could accelerate fast, as well as
offer a smooth ride on any kind of road. The entire design of this class of scooters meant it was
built keeping in mind the needs of an average India. Not too heavy on style, this scooter made
the perfect family vehicle with its wide and flat foot board. Built with wheel-side design
(packing the engine and drive system into a single unit) making the engine compact and light,
Eterno outshone its predecessors in the category of lightweight scooters.
In 2013, Honda launched its first personal compact scooter, Activa-I, before which
Honda had launched scooters only in the categories of moto scooters and family scooters.
Designed entirely to have a unisex appeal, the Activa-I is lightweight, compact, and easy to
handle. It is fitted with an innovative combi-brake system, that is purported to reduce breaking
distance by 24%. Yet again, this model comes fitted with the air-cooled four-stroke engine. With
a 109 cc engine, Activa-I can be truly said to be back to the personal compact lightweight
category. The wide front panel marries rider protection with good aesthetics while the specially
designed ergonomic grab rail ensures that rider can put the scooter on stand with less force.
Additionally, the style and looks of Active-I have been tweaked to give it a fresher, more
appealing finish. It is quite visible that every effort has been put into making this a unisex
scooter. Even the colour range offered is rather peppy and fresh – beige metallic, pearl sunbeam
white, alpha red metallic and purple metallic. All this USP combined, and with its marvelously
great looks, Activa -I is sure to give its competitors a run for their money

Honda is also the fastest growing company in country today. With a host of facilities
under its wings, the first factory of HMSI is spread over 52 acres including a covered area of
about 100,000 sq. meters in Manesar, District Gurgaon, Haryana with an annual capacity of 1.65
million units. To meet the ever increasing demands of the products, Honda has started operations
of its second plant in Tapukara, District Alwar, Rajasthan. Expanding to full operations, Honda
production capacity has jumped 30% year on year to 2.8 million per annum in FY 12- 13.
Honda’s third plant at Narsapura Industrial Area near Bengaluru, Karnataka is equipped to
manufacture 1.2 million units. Utilizing production technologies refined at Manesar & Tapukara
plants as starting point, the 3rd plant is employed with state-of-the-art manufacturing, automation
and environment friendly technologies to deliver quality products.

SCOPE AND IMPORTANCE OF THE STUDY

There has been dramatic modification in transportation industry people use different
types of two wheelers & four wheelers for their different preferences like safety, speed,
reliability, average, outlook etc. Companies are now faced with an increasing number of tactical
options that must be efficiently and effectively applied to an increasing number of product
variations for the other company. Companies can outperform competition only if they can go
about winning customer by meeting & satisfying customer needs.hence it is a study of aftersales
services in some two wheeler showrooms. So, customer‟s satisfaction after sales & before sales
is become important for any particular two-wheeler company.

After sale service should be an integral part of any company’ssales strategies. A good
after sale service can with it excellent help you gain market share, reduce after sales related
overheads on Products and services sold and most important of all key to customer relation. Most
customers will not make a repeat purchase or continue with a company’s services in case of bad
experienceThe scope of this study is limited to five two wheeler shoerooms like BAJAJ,
YAMAHA, HERO, HONDA AND TVS

OBJECTIVES

 To study the work culture of five two wheeler showrooms in the industry
 To know the after sales services in prevailing in two wheeler industries.
 To compare the after sales service in automobile industry by reference few 2 wheelers
 To understand about the after sales services
CHAPTER 2: RESEARCH METHODOLOGY

MEANING OF RESEARCH

Research is a systematic search for pertinent information on specific topic.it can be

termed as an art of scientific investigation too .research means search of knowledge it aims at
discovering the true.it is the process systematic and depth study or search of any particular topic,
subject or are of investigation backed by collection,computation,presentation and interpretation
of relevant data. Research is necessary to examine of the validity of the conclusion or to find out
some new fact and generating new idea in connection with the existing one

According to CLIFFORD WOODY

“Research comprises defining and redefine problems formulating hypothesis or suggested

solution collecting, organizing and evaluating data making deduction and making conclusions
and at last carefully listening the conclusion too.

RESEARCH DESIGN

Research design plan action, the strategy and the structure of the overall produce by
which we intent to gain more knowledge of a specific problem or a specific aspect if the
subject.it is an arrangement of condition for collection a d analyses of data in a manner. That
aim to combine relevant to the research propose with economy in produce.

According to E.N Ker linger

“Research design is the plan structure and strategy of invention conceived so as to obtain
answer to research question and to control variance.”

METHODS OF DATA COLLECTION

 Primary data
 Secondary data
Primary Data

 Schedule Method
A schedule is device used in collecting field data when survey method is applied. A
schedule is containing assets of questions and table

 Interview method

Personal interviews is a process of communication where there is aface to face conversation

between investigator and the person who respond

Secondary Data

When and investigator uses the data that has already been collected by others such data is
called secondary data .secondary data is the form of finished products.

 Source of secondary data

The secondary data is collected from the annual report of the company
journel,magazine,books and web sites and also obtained by the means of discussion with
expert college’s and guide.

RESEARCH METHODOLOGY

Research methodology is some the total of the ways and means of planning conduction and
reporting to the outcomes of a researchstudy. It starts with the approach to identify the research
problem, define the same, plan and designerresearch. Designers execute the same and concludes
with the review of reported findings.

According to Abraham Kaplan

“Research methodology is the description, explanation and justification of various methods

of conducting research
.

LIMITATION OF STUDY

1. The study is limited by the knowledge and experience of the researcher on the
project.
2. Confidential data could not be obtained
3. Illiteracy of some respondance.
4. Interview and interviewee bias may be there which may distort the findings.
5. Lack of time is another limiting factor.
CHAPTER 3 :ANALYZES AND FINDINGS
FEATURE TVS BAJAJ YAMAHA HERO HONDA
S

Services  It  It  First  It  It
provide provid service provide provid
s 1 es first in s 1st es 1st
year servic after service servic
service es in 30 s in es in
s 500 to days. 500 to 500 to
 First 750km must 750km. 750
service  2nd done 2nd km
s is 500 servic service service betwe
to es in s s in en 15
750km 4000 incorre 3000 to to 30
 After to ct 3500k days.
free 5000k time. m.  2nd
service m  It  It gives servic
must  Free gives 5 e 2500
service labour first service to
in 6servi s 3000
every ces  After km
3000k free the  It
m and  Free comple gives
6000k labour tion of totally
m free 4 free
 Free service servic
labour or its e
validity  If
period done 4
you servic
must es
continu proper
e ly we
availin can
g paid take
service extent
as warran
ty. It
gives
discou
nt in
 labour
and oil
 Free
labour

FEATURES TVS BAJAJ YAMAHA HERO HONDA

Customer Good Average Below Below Excellent

relationship average average

Analyze Analyze the Analyze the Gives a Analyze the Analyze the
the period production production feedback production production
satisfaction satisfaction satisfaction from to satisfaction satisfaction
through ph. through ph the through ph. through ph.
Calls calls customer calls calls

FEATUR TVS BAJAJ YAMAHA HERO HONDA

ES
Warra  It gives  It gives  It gives  The  It gives
nty normal 5 years 5 year recom 3 year
ly 2 warrant warran mende warran
years y ty d ty
warran service
ty s
 If schedu
extent led
5 years  Free
labour
 5 year
warran
ty

Follow up  Inform  Follow  Inform   Inform

service up service service
details from details Inform details
to head service throug
custom office details h calls
ers throug messag
h calls es
 ANALYSSIS AND FINDINGS

TVS

We observed five 2 wheelers showrooms. Bajaj, Yamaha,Hero,Honda,Tvs. In TVS one

year free services. First service in 500 to 750 km.It gives 5 services.2nd service gives after 3
months with 2500 to 3000 km.3rd service after 6 months. After free service must services in
every 3000 km and 6000 km.Tvs gives free labour .TVS gives normally 2 yearswarrenty.It we
can take 5 year extent warrenty.Tvs correctly inform service details to customers.It helps
customer to know the service time. TVS keeps good relationship with customers. TVS analysis
the product satisfaction throught to phone calls. TVS has release a service mobile app to know
the services details and updated about the company, upcoming products and providing tips to get
best performance from their vehicles.

BAJAJ

Bajaj provide first services in 500 to 850km.2nd services in 4000 to 5000 km.It provides
only 2 year free services, It gives free labour. Bajaj gives 5 year warrenty. Bajaj inform service
details to customers from head office.It keep average relationship with customers. Bajaj analyses
the product satisfaction through phone calls. Bajaj market is more customer oriented in the sense
all the business operations revolve around satisfying the customer by meeting their needs though
effective service.

HERO

Hero provide first services in 500 to 750 km.2nd services in 3000 to 3500km.hero
provides 5 free services.3rd services in 6000 to 6500km.after the completion of free services or
its validity period you must continue availing paid services us the recommended service
schedule. Hero gives free labour. Hero gives 5 year warranty it inform service details through
phone calls.

HONDA

Honda provides 1st services in 500 to 750km between 15 to 30 days.2ndservice 2500 to

3000km.it gives totally for free service, if done for service properly we can take extend
warrantee. If gives discount in lab our and oil. Honda gives free label. Honda gives 3 year
warrantee. Honda informs service details through calls and messages. Honda keeps excellent
relationship with customers. Honda analyze the products satisfaction through phone calls.

YAMAHA
Yamaha gives 1st service in after 30 days. Yamaha give 1st 6 services are free.1st service
validity in 1000 km. from the date of purchase. Each paid service need to be availed after every
3000 km or 90 days from the previous service, whichever is earlier. The service time different in
every product .Yamaha gives free labour, Yamaha gives 5 year warrantee. Yamaha followed
customers to inform service details. Yamaha keeps a below average level relationship with the
customers. It analyze the product satisfaction through the gives a feedback form to the
customers.

If TVS compares with other 4 company .TVS provide 1 year free service. But BAJAJ
provide 2year services. YAMAHA provide 1st 6 service free. HERO gives 5 servicer free and
HONDA gives 4 free service, if done 4 service properly in Honda we can take extend warranty
and it gives discount in lab our and oil. All 5 company gives free labor only charge the oil and
other spare parts .but Honda gives a discount in lab our and oil. TVS normally gives 2tear
warranty .we can take extend warranty up to 5 years. TVS follow all the customers through
phone calls. TVS keep good relationship with customers better than for other company. All the
companies analyze the product satisfaction

BAJAJ provide 2 year free service. Provide for free labour. Bajaj gives 5 years
warrantee. Bajaj follow up from head office. In other four company follow up through phone
calls. Bajaj keeps below average level relationship with customers. Bajaj analys the product
satisfaction through phone calls.
 YAMAHA 1st service in after 30 days. Is the services correctly it gives 6 services free.
Yamaha provides free labour. Yamaha give 5 year warranty. Follow up through phone calls.
Below average level relationship with customers. There is a different in analysis the product
satisfaction. Yamaha gives a feedback foam to the customers to analysis the product satisfaction.

HERO provide 1st services in 500 to 750 km. It gives 5 free services. After the
completion of free service or its validity period you must continue availing paid services as the
recommended service schedule. Hero provide 5 year warrantee, Follow up through phone calls.
It keep below average relationship with customers. It analysis the product satisfaction through
phone calls.

Honda gives 1stservices in 500 to 750 km between 15 to 30 days.2nd service 2500 to 3000
km. It gives totally 4 free services. If done 4 services properly we can take extent warrantee. It
gives discount in labour and oil. Honda gives 3 years warrantee. It inform service detail through
calls and messages. Honda keeps an excellent customer relationship. It analysis the product
satisfaction through phone calls.

Finally compare the all 5 company, I feel HONDA is the best one in after sales services.
HONDA provide 1st service in 500 to 750 km between 15 to 30 days.2nd service 2500 to 3000
km. HONDA gives totally 4 free services. If done 4 services properly we can take extent
warrantee. And also give discount in labour oil changes. HONDA gives 3 years warranty.
HONDA inform service details through calls and messages. HONDA keeps a excellent
relationship to the customers. HONDA analysis the product satisfaction through phone calls.
HONDA is major player in 2 wheelers market. HONDA is the world’s largest manufacture of 2
wheelers. HONDA is a fastest growing company in our country today. From all the above table
and comparison we make to know that HONDA keeps very good relationship to the customers.
HONDA provides very good after sales service.
 CHAPTER 4: CONCLUSION
CONCLUSION

The study conducted on the after sales service in 5 automobile company

HONDA,BAJAJ,HERO,TVS and YAMAHA. According to the study we find that
HONDA is the best one in after sale service. They gives good after sales service. They keep a
very good relationship towards the customers. It communicates the after sale service to the
customers through phone calls and messages. They are doing very much than the others.
REFERENCE
PHILIP KOTTER

Marketing management

https:/www.yamaha-motor-india.com

https:/www.bajaj auto.com

https:/www.tvs motor.com

https:/www.hero motors.com

https:/www.honda two-wheelers india.com