Summer Internship ProjectCustomer Satisfaction Index

Sudhanshu Sharma-40103 Accman Institute of Management

1|Page 7/22/2010

Content

S. No. 1 2 3 4

Particulars Preface Acknowledgement Executive Summary Anand Group -Introduction -Philosophy -Group Companies

Page No. 3 4-5 6

5 6 7 8 9 10 11 12 13 14 15 3

Company Profile-Gabriel India Limited Introduction- Ride Control Products Objective- Project Questionnaire Research Methodology Data Analysis SWOT Analysis Findings Conclusion Recommendations Bibliography

Preface:
The Companies that best satisfy their customer will be the winners. It is the special responsibility of marketers to understand the need and wants of the market place and to help their companies not merely looking for sales they are investing in long term, mutually satisfying customer relationships based on delivery quality, service and value. Philip Kotlar

Summer Training is a necessary part for fulfillment of PGDM course. The Summer Training has given a chance to try and apply the academic knowledge into the Business Environment and gain insight of Corporate Culture. I undertook my training at Gabriel India ltd, a leading manufacturer of shock absorbers, Struts & Front Forks.

ACKNOWLEDGEMENT: It takes immense pleasure for me to express my sincere gratitude to all who have guided me in the completion of this project. I would take this opportunity to thank Accman Institute of Management, Greater Noida, for giving me the platform to work with one of the most renowned organization. It was a beatifying experience to be attached to such a reputed organization, which is a market leader in India. We express our deep sense of gratitude to Gabriel India ltd. for providing us an opportunity to complete our summer training project. We would like to thank Mr.C.S.Subramanian (Director-Marketing) for his constant support and providing the itinerary at all stages of the project. His guidance and vision helped us in exploring different ways to complete this challenging task. I owe special thanks to Mr. Durgesh Choudhary (Manager-Marketing), Mr. Pradeep Hingane (Engineer-Marketing), for their support during the training period.

I am deeply indebted to my faculty guide Mr. Subir Guha and Mr. S.C.Ghosh (Chief-CRIC) who have supported me immensely throughout the project through discussions and by always showing me the right course to pursue.

Sudhanshu Sharma Accman Institute of Management

EXECUTIVE SUMMARY
This project was undertaken for a period of eight weeks at Gabriel India ltd. for the partial fulfillment of the PGDM (Post Graduate Diploma in Management) course from Accman Institute of Management, Greater Noida. The objective of the project was to understand the OEMs response toward Gabriel India limited as a supplier. To complete this project, a survey was conducted on OEMs with the help of questionnaire in the region of Pune. The sample size was 10 OEMs. After the survey, it was observed that it is one of the most efficient suppliers of the shock absorbers & Struts.

Anand Group:
Anand Automotive Limited is a leading manufacturer of automotive components and systems in India, supplying to virtually every vehicle and engine manufacturer in the country. It began operations in 1961 with the establishment of GABRIEL INDIA in the Mumbai for the production of shock absorbers. Anand group is Pacing with the target to achieve $1billion by2012. It has its own in-house technical and management institute for the continuous training of its employees.

Anand Group Logo

Anand Group Philosophy

Vision: Develop corporate competence to act globally Aspire and dare to be innovative Attain leadership in technology Achieve excellence through entrepreneurship Bridge the gap between precept and practice Corporate Organization:
Decentralize Management to augment efficiency Foster team spirit Encourage individual accountability and shared authority Optimize performance through Supervisory Board, Policy Committee and Group Operating Committee Draw upon the experience of senior advisors to inspire, motivate, guide, and monitor the Management without diluting its authority and accountability

Growth:
Leverage core competencies with those of our partners Be a major player Invest 2% of sales in R&D Devote 2% of sales to training and education

Corporate Planning:
Institute strategic planning Be committed to plans at all levels Attain leadership in technology

People:
Business is 90% people Develop skills and promote people from within Infuse skill and experience when necessary for excellence and growth Move people across functional and organizational lines Involve people in setting goals and evaluating performance

Corporate Quality:
Develop excellence in people, distribution, manufacturing and environment Benchmark against the worlds best

Corporate Communication:
Have transparency in all dealings Communicate relevant information regularly to all stakeholders

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Customers:
Be market driven and competitively focused Provide better value for money to customers Grow with customers Improve relations with overseas customers

Corporate Citizenship:
Observe ethical and legal business practices Shoulder social responsibilities Promote community welfare

Vendors:
Support continuous improvement of vendors Develop mutually beneficial relationship with them

Business Philosophy:
World Class Manufacturing:
Quality, Zero Defects Best Technology Lowest Cost, No Scrap, JIT Excellent Housekeeping Asset Maintenance

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Return on Investment:
At least 10% Return on Sales Minimum Inventory & No Wastage Corporate Planning & Strategy Quarterly Reviews

Growth Ahead Of Market:

In the Top Two No less than 25% of Market Share 16% exports Customer Orientation

Continuous Improvement:
Diversification, Acquisition Encourage Creativity Decentralized Management Managing Change

Anand group-Companies
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Anand automotive India Limited

Gabriel India Limited

Sujan

Mahle

Victor Gaskets India Limited.

SNS Foundation

ValeoFriction Materials IndiaLimited

Takata India Private India Limited.

Spicer India Limited

Perfect Circle India Limited

Mando Iimited Limited

Henkle Terson India Limited

Haldex India Limited

Federal Mougal Bearings India Limited.

Degremont Limited.

Chang Yun India Limited

CY Myutech Automotive India Limited

Camfil

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Emcom Technologies

ANAND AUTOMOTIVE INDIA LIMITED.

Established: 1975 Product/services: Provides a comprehensive range of technical and management consultancy services to Anand Companies in the areas of market research, technology up gradation, quality improvement , manpower planning , hiring and training , business planning , finance, exports, and legal matters. All together it works as a parent company.

ENCOM TECHNOLOGIES:
Established: 1997 Products: exhaust muffler assemblies. Catalytic converter. Instrument panel reinforcement Assemblies and door Side impact beams It has joint venture with Anand group, its main product line is Euro-4,5 and its working on 06 and EPA. It was started in Nasik as a supplier to Ford India and then tie up with Toyota in 1999. It has established a plant at Sanand to support Nano.

SUJAN:
It was established by Mr. Jaiswal Singh with Mrs. Anjali Singh in 2000. Under this there are two beautiful resorts: o Sher Bagh: situated at Ranthambore o Serai Jaisalmer: situated at Thar Desert. o

MAHLE:
Largest manufacturer and exporter of air, oil fuel, and hydraulic filter oil, mist separators air intake manifold and carbon canister for application in railway, automotive and aviation industries.

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BHER INDIA LIMITED:

Established: 1997 Products: Air conditioning systems Engine cooling components Heat exchanges for automobiles Joint venture with Anand group for automotive air conditioning and engine cooling system. Manufacturing unit is at Chakan in Pune.

CAMFIL:
It came into existence when Anand automotive system had acquisition with Anfilco limited in 2008 in Gurgaon. Products: Gas turbines Compressors Railway locomotives Heating ventilation Automotive paint line filters.

CHANG YUN INDIA LIMITED:

Established:1992, in collaboration with CY Myutec to manufacture synchronizer rings for automotive industry. Product: Synchronizer ring Manufacturing unit: Gurgaon

CY MYUTEC AUTOMOTIVE INDIA LIMITED:

Established: 2008 Products: Synchronizer ring. It came into existence as joint venture of Anand group with Chang Yun of Korea. Manufacturing unit: Chennai.

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DEGREMONT LIMITED:
It came into existence when Anand group had collaboration with Dugremont Frame. Its products are concern with sustainable water solutions and offer full range services from concept to commissioning covering design, supply construction, commission operation and maintenance of the water and waste matter treatment plants.

FEDERAL MOUGAL GEARING INDIA LIMITED:

It is leading supplier of OMES and replacement market in the automotive industry. It came into existence when federal Mougal had joint venture with Anand group for engine bearing and known as Federal Mougal engine bearing India ltd.

GABRIEL INDIAL LIMITED:

It came into existence when there was financial as well as technical collaboration of Anand group with Arvin Meritor. It is based on JIT. Products: 20 million Shock absorbers, Struts and Front forks

HALDEX INDIA LIMITED:

Established: 1998 Products: brakes, Consep, ADV.

HENKEL TERSON INDIA LIMITED.

Established: 1997 Came into existence Anand group had joint venture with Henkel Germany. Products: Sealants, Coatings adhesive and NHV products. Manufacturing unit: Gurgaon.

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MANDO INDIA LIMITED:

Established: 1997 It came into existence when Anand group had joint venture with Mando Corporation to manufacture Brake system. Manufacturing unit: Chennai. Products: Brakes systems and complements this with manufacture of shock absorbers.

PEREFECT CIRCLE INDIA LIMITED:

It came into existence when Anand group had joint venture with Dana holdings which is recently acquired by MAHlE ENGINE. Product: piston ring Manufacturing unit: Nasik It is well known for its Dynamometers. It is diversified as Grey iron oil pump cover and can shaft thrust plate.

TAKATA INDIA PRIVATE INDIA LIMITED:

Established: 2008 Products: Seat belts, Air bags, Steering wheels. It had joint venture with Anand group.

SPICER INDIA LIMITED.

Established: 1993 Products: Drive shafts. It came into existence when Dana Holdings Corporation had joint venture with Anand group.

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VALEO FRICTION MATERIALS INDIA LIMITED:

Established: 1997 Products: Environment friendly clutch facing using water based process It had joint venture with Anand group. Manufacturing unit: Chennai

VICTOR GASKETS INDIA LIMITED.

It came into existence when Anand group had joint venture with Hamamatsu Gaskets Corporation. Products: Gaskets. Products sell under ISEAL and VICTOR. Manufacturing unit: Mumbai. Chakan (Pune)

SNS FOUNDATION.
It is the CSR arm of the Anand group and is an NGO established in 1976. Development activities complement Govt. Of India programmes of education for all as well as initiatives aimed at eradicating child labour. Particular emphasis is laid on education of girls, health ad family welfare , HIV/AIDS , environmental issues and vocational training to promote access to means of lively hood especially women.

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In Brief:
A small beginning made in 1961 with just 150 people Anand Automotive, today, has become one of the most synonymous names in the Indian Auto Industry having 14 locations 14 JVs, 8 technical licenses 19 companies 42 plants 700 Million US $ sales 7,500 employees

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Gabriel India Limited

Gabriel India Limited has strong presence as a producer and supplier of high quality Ride Control Products for the Indian Automotive Industry participating in all segments i.e. Passenger Cars, Utility Vehicles, Commercial Vehicles and Two Wheelers. Starting its operations in 1961, from its factory in Mulund, Mumbai, Company had participated in the development of Automotive Industry in India and increased its production capacities through presently six facilities and establishing its brand name in OE as well as Aftermarket.

Board of directors:
Mr. Prakash Kulkarni Mr. Arvind Walia Mr. Deepak Chopra Mr. Russi Jal Taraporwala Ms. Padmini Khare Mr. Rajeev Vasudeva Mr. Gurdeep Singh Mr. John Crable : Executive Chairman : Managing Director : Director : Independent Director : Independent Director : Independent Director : Independent Director : Director

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Management
Mr. Prakash Kulkarni Mr. Arvind Walia Mr. Kishor Rao Mr. Anshul Bhargava Mr. CS Subramanian Mr. Rajendra Abhange Mr. Shyamal Sengupta Mr. Shridhar Nanal Mr. Nalin Jaini Mr. Alok Agarwal : Executive Chariman : Managing Director : Finance Controller :Company Secretary : Head-Marketing : Head-Technical : Head-Strategic Sourcing : Head-R&D : Head-Human Resource : Special Projects

Plant Head: Mr. CR Vijaykumar Mr. PLR Reddy Mr. Mahendra Kumar Singh Mr. Umesh Shah Mr. Jegapriyan Govind Mr. Ashish Rikhie

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Vision:
Gabriel India shall be a global manufacturing & marketing company of ride control products respected by customers and other stake holders for our benchmarked performance in product engineering, quality, cost, delivery and speed of response. We shall earn and sustain the status of being preferred supplier of ride control products from our customers.

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Plants:

Khandsa

Parwanoo

Nasik

Dewas

Chakan

Hosur

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Products: Shock Absorber Front Forks Struts Chakan Manufacturing Unit:

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CUSTOMERS:

Exports OMES:
1. 2. 3. 4. Arvin Meritor IBI, France Nupnau, Finland Yamaha Motors Hydraulic System, Japan

Domestics OMES:
Ashok Leyland Bajaj Motors Enfield Fiat Force Motors Ford General Motors Hindustan motors Honda motorcycles and scooter Hyundai Mahindra and Mahindra Mahindra 2 Wheeler Mahindra Renault Maruti Suzuki Mitsubishi Swaraj Mazda Tata Motors Toyota TVS Motors Volvo Eicher Commercial Vehicles Yamaha

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Detailed Study of Products: Shock absorber:

It is the mechanical device designed to smooth out damp shock impulse and dissipate kinetic energy. It is technically named as damper or damp shot. It is in the form of cylinder with a sliding piston inside, filled with fluid (hydraulic fluid) or air, this fluid filled cylinder/ piston combination is called as dashpot. Use: it is used to absorb dissipate energy. After absorbing the dissipated energy where it goes? Energy is converted into heat in hydraulic cylinder the hydraulic fluid will heat up. In the air cylinder the hot air is usually exhausted to the atmosphere. In electromagnetic type of absorbers the energy is stored and then used later. Generally it help in cushion on uneven roads, it reduces the effect of traveling over rough ground lead to improve ride quality and increase in comfort , without this, vehicle would have bouncing ride as energy stored in the spring and then released to vehicle, possibly exceeding the allowed range of suspension movement.

Types of Different Shock Absorber:

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Types: Air shock absorbers Spring shock absorbers Damper GABRIEL PRODUCTS.

Working of shock absorbers:

Shock absorbers allow the use of soft springs while controlling rate of suspension movement in response to bumps. They also along with hysteresis in the tire itself, damp the motion of unsprung weight up and down on the springiness of the tire.

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Torsions bars: is used to store the energy, an ideal spring cannot be shock absorber because it cant lonely absorb the energy. In the vehicles there are both torsion bars and hydraulic shock absorbers. Hydraulic fluid converts the mechanical energy into thermal energy when the shock absorbers fluid medium is forced through orifices at high velocities. It is a fluid that acts as a medium to convert or transform mechanical energy into the heat energy. Working: The air and fluid inside the chamber by the piston and the sliding movement is reduced by the piston and sliding movement is reduced by the pressure that is produced. The suspension system rate of movement determines how much resistance is provided by the shock absorber. Stronger resistance is provided by the shock absorber in fast moving suspension. It dampens the effect of a vehicles bounce while traveling on a bumpy road.

Strut:
A strut is a structural component designed to resist longitudinal compression. Struts provide outwards-facing support in their lengthwise direction, which can be used to keep two other components separate, performing the opposite function of a tie. They are commonly used in architecture and engineering, for instance as components of an automobile chassis, where they can be passive braces to reinforce the chassis and/or body, or active components of the suspension. An automotive suspension strut combines the primary function of a shock absorber (as a damper), with the ability to support sideways loads not along its axis of compression, somewhat similar to a sliding pillar suspension, thus eliminating the need for an upper suspension arm. This means that a strut must have a more rugged design, with mounting points near its middle for attachment of such loads. The most common form of strut in an automobile is the Macpherson strut. Macpherson struts are often purchased by the automakers in sets of four completed sub-assemblies: These can be mounted on the car bodies as part of the manufacturers' own assembly operations. The Macpherson strut combines a shock absorber and a spring in a single unit, by means of which each wheel is attached to the car body.

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Types of Struts:

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Objective of the study:

To evaluate Customer Satisfaction Index. To know the present position of the Gabriel India Ltd. as a supplier to different OMEs in the manufacturing industry of the shock absorber. To know the position of the Gabriel in comparison with its competitors. To Create SWOT Analysis for product and services of the Gabriel India Limited. To prepare Analysis format for future periodic review.

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Questionnaire:
Summer Internship Project-Questionnaire.xls

Sample Selection:
Gabriel India Limited is one of the biggest manufacturer and supplier for Ride Control Product. It has immense market share of OEMs. Presently Gabriel India Limited has almost 30 OEMs customer in all over the world for its different products. At the time of sample selection we cover only OEMs not aftermarket customer. We targeted all 30 OEMs and got 10 responses for all the five parameters by the finishing time of project. Complete study of this project has been completed over the responses of those 10 received feedback. To avoid any kind of inconsistency or fault all the feedback had been taken either on personal visit, telephonic conversation or via E-mail.

Data Collection:
During Summer Project I collected all the data fromo Primary sources o Secondary sources Primary data: The entire questionnaires were sent to OEMs through mail or by personal visit. Secondary data: For preparing project some companies related data was collected through secondary sources like o Company annual report

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o CNN live o Company official website o News papers

Research Work Place:

Pune, Chinchwad, Kurli, Chakan, Pimpri village.

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Research Methodology:
Summer Internship Project-Reseach Methodology.xls Orientation Project brief and initialization o Study of the company o Study of the products o Plant visit Preparation of the questionnaire Internal validation of the questionnaire Preparation and methodology for analysis Present and firm up methodology Test questionnaire with few customers interviews Revise questionnaire Finalize respondents Email questionnaire Receive complete questionnaire Present drat report Final project report

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Analysis: Summer Internship Project- File Analysis.xls

SWOT Analysis:
Another objective of the project to evaluate position and performance of the company by SWOT analysis was completed in two ways: o SWOT analysis for each companys feedback/perception o Combined SWOT analysis

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Company-wise SWOT Analysis:

BAJA AUTO LIMITED

STRENGTH: As per feedback given by BAJAJ in different dimensions its strength is customer support; complaint handling; and is pacing with competitors in delivery of the product. WEAKNESS: It is lacking in product development -response to any new development needs improvement. Example: New canister development for the shocks absorber is on since last 6 months and complaint handling. OPPORTUNITY: It can be more efficient in certain dimensions like customer support; complaint handling; and delivery to pace forward than the competitors. THREAT: It is lacking in certain dimensions which can led the competitor to move forward than Gabriel. CONCLUSION: if we consider the percentage then Gabriel is one of the efficient suppliers of Bajaj Auto Ltd.

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Ashok Leyland

STRENGTH: Responses as per quality concerned (PRODUCT QUALITY) keeps good rating in compare of other criteria. WEAKNESS: o Schedule compliance OEMs (DELIVERY) o Printing labeling and identification also weakness for Gabriel. o Customer support team is also not working properly. OPPORTUNITY: Ashok Leyland is one of market leader in its field and Gabriel is pacing in competition with the competitors in dimensions like delivery and product development; it can be more efficient to pace ahead of the competitors and can increase the sell by retaining the customers. THREAT: Competitors is more efficient than Gabriel.

CONCLUSION: if we see overall feedback by Ashok Leyland than Gabriel is an efficient supplier and need to be cover up in certain dimensions like customer support.

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Daimler

STRENGTH: o Product aesthetics o Quality of packaging; o Trend of PPM o Design of product to meet quality demanded and RFQ is a strong point o Ease of contact o Co-ordinations with all departments WEAKNESS: Customer support, Delay in receiving and to find out solutions. OPPORTUNITY: Chances to improve; as such there are no such competitor as supplier in Daimler THREAT: Any supplier might penetrate as competitor for Daimler.

CONCLUSION: Recently Gabriel has started supply to Gabriel and we see overall feedback by DAIMLER for Gabriel, shows an average supplier and need to be cover up in certain dimensions like customer support.

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Suzuki India Motors

STRENGTH:

Suzuki motors appreciate Gabriel for Product quality. WEAKNESS: Same as other OEMs Suzuki also made complain in Customer support system and Complaint handling. OPPORTUNITY: Gabriel is pacing is pacing with the competitor in dimensions like product quality and development; it can be more efficient and can pace ahead than the competitors. THREAT: Competitor is more efficient than Gabriel in many dimensions as delivery and customer support.

CONCLUSION: if we see overall feedback by SIMPL then Gabriel is an efficient supplier and need to be cover up in certain dimensions like customer support and delivery. As Suzuki has not any issue with quality so Gabriel must improve Customer support system to improve relationship and remain potential supplier.

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Tata Motors

Supplier:

o o o o o

Schedule compliance (OEMs & SPD) Documentation, Printing, Labeling, Identification Communication skill by management Ease of contact Sharing of product information

Weakness: o Pre-Dispatch Inspection o No improvement in Delivery o Response Rate o Just-In-Time service o No active action on earlier Survey

Opportunity: o Improvement in Delivery, R&D, Technology, Response rate may provide future project as they were complaining about it. Threat: o Frequent visiting team of Renowned Auto. o Advance technology and High response rate of competitors

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Combined SWOT Analysis

The Strength: o Wide product range o Broad customer base o In-house testing capability o New product development o Installed capacity o Geographical spread o Human resource capital The Weakness: o Tier 2 &3 capacity & capability o High dependence on workforce The Opportunity: o Domestic market growth o Global business o Growing aftermarket The Threat: o New competition from global players o China import o Exchange rate fluctuation

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Findings:
Company-wise: Comparative Study between Gabriel and Tenneco:

Ashok Leyland
40 35 30 25 Rating 20 15 10 5 0 Product Quality 33 36 Product Development 34 34 Customer Support 22 29 Complaint handling 20 23

Delivery 30 35

Ashok Leyland Gabriel Ashok Leyland Tenneco

Finding:
Ashok Leyland Nissan has compared Gabriel and Tenneco and given almost Ratings. For Ashok Leland Nissan Customer Satisfaction Index is 77.5%. This can be considered good still in compare of competitor (87%), its lacking and need to improve customer support system.

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Ashok Leyland-Nissan
35 30 25 Rating 20 15 10 5 0 Product Quality 32 32 Product Developm ent 23 31 Delivery Customer Support 29 29 Complaint handling 19 20

Ashok Leyland Nissan Gabriel Ashok Leyland Nissan Tenneco

30 31

Finding:
Ashok Leyland Nissan has compared Gabriel and Tenneco and given almost Ratings. For Ashok Leland Nissan Customer Satisfaction Index is 73.89%. Which can be considered good still in compare of competitor (79.44%), its lacking and need to improve product Development system.

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Bajaj Auto
40 35 30 25 Rating 20 15 10 5 0 Product Quality 30 32 Product Development 34 35 Customer Support 25 25 Complaint handling 20 20

Delivery 32 33

Bajaj auto Gabriel Bajaj auto Tenneco

Finding:
Bajaj Auto has compared Gabriel and Tenneco and given almost Ratings. For Bajaj Auto Customer Satisfaction Index is 78.33%. Which can be considered good still, its lacking and need to improve customer support system.

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Daimler
35 30 25 Rating 20 15 10 5 0 Product Quality 28 32 Product Development 20 28 Customer Support 24 24 Complaint handling 20 14

Delivery 28 25

Daimler Gabriel Daimler Tenneco

Finding:
Daimler has compared Gabriel and Tenneco and given almost Ratings. For Daimler Customer Satisfaction Index is 68.89%. This can not be considered good for a new customer. Need to work out for delivery and complaint handling.

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Enfield
35 30 25 Rating 20 15 10 5 0

Product Quality 33 29

Product Development 29 26

Delivery 32 32

Customer Support 28 25

Complaint handling 20 20

Enfield Gabriel Enfield Tenneco

Finding:
Enfield has compared Gabriel and Tenneco and given almost Ratings .Enfield is one of customer where Gabriel has taken lead over competitor. For Enfield Customer Satisfaction Index is 78.89%. This can be considered good. Still Need to work out for Customer Support System.

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Force Motors
40 35 30 25 Ratings 20 15 10 5 0 Product Quality 35 31 Product Development 32 28 Customer Support 13 12 Complaint handling 20 20

Delivery 34 28

Force Motors Gabriel Force Motors Tenneco

Finding:
Force Motors has compared Gabriel and Tenneco and given almost Ratings .Force Motors is one of customer where Gabriel has taken lead over competitor. For Enfield Customer Satisfaction Index is 74.44%. Still so poor rating in Customer Support is big issue for Gabriel India Limited.

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M&M
35 30 25 Ratings 20 15 10 5 0 Product Quality M&M Gabriel M&M Tenneco 29 31

Product Development 30 28

Delivery 21 28

Customer Support 16 29

Complaint handling 12 20

Finding:
M & M compared Gabriel and Tenneco for different parameters .M & M is one of customer where Gabriel has got very poor rating. For Enfield Customer Satisfaction Index is 60%. Again so poor rating in Customer Support is big issue for Gabriel India Limited.

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Suzuki
35 30 25 20 15 10 5 0

Rating

Product Quality 33 33

Product Development 33 33

Delivery 26 30

Customer Support 24 28

Complaint handling 17 18

Suzuki Gabriel Suzuki Tenneco

Finding:
Suzuki compared Gabriel and Tenneco for different parameter. For Suzuki Customer Satisfaction Index is 73.89%. Which is good still Customer Support system improvement may give lead to Gabriel.

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Tata Motors
40 35 30 25 Rating 20 15 10 5 0 Product Quality 18 25 Product Development 27 29 Customer Support 24 25 Complaint handling 20 20

Delivery 34 38

Tata Motors Gabriel Tata Motors Tenneco

Finding:
Gabriel is potential supplier for Nano and Indica. Tata Motors has compared Gabriel and Tenneco for different parameter. For Tata Motors Customer Satisfaction Index is 68.33%. Which is for a potential supplier can not be considered in good category. For getting Future project need to work upon Customer support system and technological advancement.

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Yamaha
30 25 20 Ratings 15 10 5 0

Product Quality 27 26

Product Development 26 24

Delivery 23 23

Customer Support 19 20

Complaint handling 15 17

Yamaha Gabriel Yamaha Tenneco

Finding:
Yamaha Motors has compared Gabriel and Tenneco for all five criteria. For Yamaha Motors Customer Satisfaction Index is only 60%. Though Tenneco also has same rating but again Delivery and Customer Support System two major areas where attention is necessary.

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Criteria-Wise Comparative Graphical Presentation:

Product Quality
350 303 300 250 200 150 100 50 0 Gabriel India Limited Tenneco Product Quality 303

Findings:
In case of product quality Gabriel and Tenneco are market leader and most of the companies have given almost same ratings.

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Product Development
284 283.8 283.6 Total Score 283.4 283.2 283 282.8 282.6 282.4 Gabriel India Limited Company Tenneco Product Development

Findings:
From Product development point of view Gabriel has got lead over Tenneco. Tie up with so developed and established companies and research team has helped Gabriel.

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Delivery
300 298 296 294 Obtained Score 292 290 288 286 284 282 Gabriel India Limited Company Tenneco Delivery

Finding:
Tenneco has taken Lead of almost 12 points which is big difference. Most of the companies were not satisfied with logistic system of Gabriel.

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Customer Support
245 240

Obtained Score

235

230 Customer Support 225

220

215 Gabriel India Limited Company Tenneco

Findings:
Customer Support System is explored as a big issue for Gabriel. Almost all companies made complaint about customer support system.

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Complaint Handling
196 194 192 Obtained Score 190 188 186 184 182 180 Gabriel India Limited Company Tenneco Complaint Handling

Finding: For a few companies which are in Pune were satisfied. But feedback receive from outsider were little bit dissatisfy with performance.

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Company-wise Ratings: For performance or Customer satisfaction Index Ranking:

Enfield

Baja Auto

Ashok Leyland

Suzuki Motors

Force Motors

Ashok Leyland Nissan

Daimler

Tata Motors

Yamaha

Mahindra & Mahindra

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Parameter/Criteria-wise rating: On Basis of Received

Product Quality

Complaint Handling

Product Delivery

Product Developmet

Customer Support

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Conclusion:
Working environment in Gabriel is so cooperative and learning. Brand image of Gabriel is so strong that we did not face any inconveniency for getting feedback. Overall project paced with planned instruction. Theres no doubt that Gabriel India Ltd. is one of the leading companies in the manufacturing of the shock absorber. It is the most efficient suppliers to its OEMs and it has bright future in international market as well. For improving quality and technology Gabriel India is going under different tie-up with quality improvement institutions like KYB Corporation, Japan, KYBSE, Spain and Yamaha motors Hydraulic systems, Japan . Almost all the OEMs customers are facing same problem Customer Support System. There are just a few dimensions that should be undertaken and cover up to pace and lead as a market leader in the manufacturing of the shock absorber.

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Recommendations:
The most important thing is that the company must keep an eye on what the OEMs are telling about the different dimensions in the Gabriel and, punitive action must be concerning to the grievances properly. Constant touch should be kept with the OEMs. Orders by the OEMs should be executed in a proper manner to avoid irregular availability. New product development should be communicated properly and particularly on time. As Gabriel is known for JIT service, but for last two three months it is not working properly. Gabriel needs to concentrate over services. Customer Support system needs to be improved. No. of man force at customer plants need to improved. For entire 7 plants, no. of employees in marketing department is less than requirement. As complaint made by the entire customer no. of visit by senior management is less. So need to inculcate trainees under senior management. Hope these all recommendations would be applied effectively.

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Bibliography:
Books and journal
Principles of Marketing By Philip Kotler Marketing Research By N.K. Malhotra Annual report- Gabriel India limited

Websites
www. anandgroupindia.com www.wikipedia.org

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Pain during training is medicine of joy for lifetime.. Thank you very much

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