Project summary report on tata motors by bharat goyal

CONTENTS
Chapter 1
 Executive Summary
 Introduction of study
 Introduction
 Automobile Industry
 Tata motors
Chapter 2
TIKARI AUTOMOBILES
 Organization Profile
 Benefits of employee & customer
 7 P’s
Chapter 3
 HR department
 Service department
 Sales department
Chapter 4
 Findings
 Suggestion
 Conclusion
 Questionnaire
Bibliography

DECLARATION
I Ankit Baberwal undersigned the student of BBA – 5th
SEM by declare that the project
report is my own and has carried out under the guidance and supervision of Mr. Ravinder
of Ganga Institute of technology and management. Further I declare that it has not been
submitted to any other university of examination.
Date: Sign. Of Student
PREFACE
In this age of neck to neck competition, there is much importance given to practical
knowledge. The theoretical knowledge is not sufficient to understand the boundless field
of business management.
Today every person wants to be a master in the field they are in. The Practical training is
life of management student. In modern world the importance of management is
increasing day by day. Industrial training provide a student sufficient knowledge to
develop an education to connect theory and practical.
So to fulfil our purpose I have done training at “TIKARI AUTOMOBILS”.

ACKNOWLEDGEMEMT
It is my pleasure to present this report before you. I sincerely would like to show my
gratitude towards all those who helped me throughout my project work.
I am heartily thankful to Mr. Ravinder,my trainee for giving me his guidance for
prepairing this report. He has been an exceptional mentor during these two months of
SIP. It has been a great learning experience of being a trainee under him.
I would like to express my special thanks to all the another official who has helped me a
lot during this SIP. Their critical advices helped me to take this report more effective.
INDEX
1. Sector’s Profile
2. Company Profile
3. Executive Training
4. Introduction to study
5. Methodology
6. Analysis of performance V/s Target
7. SWOT analysis
8. Suggestion
9. Limitation
10. Questionnaire
11. Conclusion
12. Bibliography

INDEX
1. introduction to study
2. Introduction to automobile industry
3. Brief History
4. Automobile sector in India
INTRODUCTION TO STUDY
Customer perception is an important component of our relationship with our customers. Given that 90% plus
of our orders at some point involve the phone, how we handle the telephone is essential to creating a
perception for our customer that aligns with the company mission of service. The following is a great way of
handling the phone.
1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you?
2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then
be sure they are not on hold very long otherwise offer to call them back.
3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal
cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers
perception is of an organized systematic company that can handle their project. Getting it done right and on
time consistently.
4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet
the person by their name.
5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that
you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it
really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells
me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call
and ask: How busy are you? What they really care about is can we take care of another project they have for us.
We know from talking to clients that often they feel that they are bothering us or have a concern that they
might be overloading us. It is curious to know that sometimes these are our best clients that have this concern.
Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your

work to other vendors even though you have given us a lot of work already, we can handle it). One possible
response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or
words to that effect. They are the customers. They do not want to hear about our situation they want to talk
about what we can do for them.
6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it
set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible
calamity occurred. Here are keys to contacting customers with bad news:
* Prepare rehearse and organize what you are going to communicate to them and how you are going to
communicate it to them.
* Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being
broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually
do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or
problem is, you can share that with them, but it should not be something that you want to volunteer early in
the conversation.
* Be absolutely certain that you have options to give the customer in these situations. This allows them to be
more in control rather than a victim. What are options? What are solutions? Do not call them with the
problem unless you are also providing solutions to them.
* Learn what you could have done to prevent this problem from occurring and do so next time. Again, the
customer is calling us to take on their problems and to solve their problems. They really do not want (nor do
they care) to know about our problems.
7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank
them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a
referral. Thank them for the professional manner in which they and their company interact with us.
INTRODUCTION TO AUTOMOBILE INDUSTRY

Market area in India has been witnessing several changes in charter and
Complexity since the last few years. These changes include a higher reach
of mass media, particularly due to an increased penetration of satellite
Channels, availability of a greater assortment of products and services.
Higher level of consumer spending on items other than basic necessities,
more discerning choice behavior exhibited by consumers, and a clear
Indication of consumer preference for better value in products and
services.
The passenger vehicle segment in the automobile industry plays a vital role in
India .The present day market is such that the passenger vehicle is
affordable by Middle class people in urban and semi-urban areas; it is also
more convenient for traveling short and long distance. Over the years the
sales figured of the four wheelers has increased to a very large extent. The
sale of the four-wheeler in 1950 was nearly 300 units whereas now the
sales have shot up to millions.
The Indian automobile industry is now striding inroads into the rural middle class
after its inroads into the urban markets and rural rich. It is trying to bring in varying
products to suit requirements of different class segments of customers.
Vehicles that can be considered automobiles were demonstrated as early as 1769
and 1885 marked the introduction of gasoline powered internal combustion engines.
History of Automobile Industry

The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.
The dream a carriage that moved on its own was realized only in the 18th century
when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started
to be used in these cars.
India's transport network is developing at a fast pace and the automobile industry
is growing too. The automobile industry also provides employment to a large section of
the population. Thus the role of automobile industry cannot be overlooked in Indian
Economy. All kinds of vehicles are produced by the automobile industry. It includes the
manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The
industry can be broadly divided into the car manufacturing, two-wheeler manufacturing
and heavy vehicle-manufacturing units.
The major car manufacturers in India are Hindustan Motors, Escorts Ltd, Maruti
Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda
Siel Cars India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota
Kirloskar Motor Ltd. Sawarj buses many mores.

RATAN TATA
Chairman of Tata Sons and major Group companies, including Tata Motors,
Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian
Hotels, Tata Tele-services and Tata Auto Company.
Vision Statement
“To be the Most Sought after Organization for Enabling
Tata Group Companies Achieve Industry Leadership”
Values
“Credibility, Integrity, Excellence & Continuous Learning and Sharing”
The Tata Group is one of India's largest and most respected business
conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million),
the equivalent of about 2.8 per cent of the country's GDP, and a market
capitalisation of $62.2 billion as on July 12, 2007. Tata companies together
employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises —
among them stand out names such as Tata Steel, Tata Consultancy Services,
Tata Motors and Tata Tea — have a combined market capitalisation that is the
highest among Indian business houses in the private sector, and a shareholder
base of over 2 million. The Tata Group has operations in more than 54 countries
across six continents, and its companies export products and services to 120
nations. Products of TATA Motor Heavy Vehicles.

INDIAN AUTOMOBILE INDUSTRY
The Indian auto industry has grown at an impressive 16.82 per cent over
the last year with total sales of vehicles reaching around 10 million vehicles till
November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the
market, the increase in production is set to improve further driven by a buoyant economy,
with increasing purchasing power, new product launches, coupled with attractive finance
schemes from automobile manufacturers and financial institutions? The domestic
passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,
second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will
close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005-
06.
Destination India: India is on every major global automobile player's roadmap, and it
isn't hard to see why:
• India is the second largest two-wheeler market in the world
• Fourth largest commercial vehicle market in the world
• 11th largest passenger car market in the world
• Expected to be the seventh largest by 2016
Robust production: The cumulative growth of passenger vehicles segment during
April-February 2007 compared to the corresponding period in the last year was 22.91
per cent, while that of passenger cars in the same duration was 24.76 per cent, says
the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles
segment grew by 36.12 per cent during the April-February 2007 period, while three
wheeler sales grew by 14.5 per cent, it added.

Ashok Leyland HMT Tractors Royal Enfield
Audi AG Honda Motors Co. Ltd. San Motors
Bajaj Auto Hyundai Motors Scooters India Ltd
BEML Indofarm Tractors Skoda Auto India
BMW Kinetic Motor Co. Ltd. Sonalika Tractors
Bentley Motors Limited Lamborghini Suzuki Motors
Chevrolet LML India Swaraj Mazda Ltd.
Daewoo Motors
Mahindra & Mahindra
Ltd.
Tafe Tractors
Eicher Motors Maruti Suzuki India Ltd. Tata Motors
Escorts Ltd. Mercedes Benz Telcon
Fiat India Pvt Ltd Mitsubishi Motors Terex Vectra
Force Motor Monto Motors Toyota Kirloskar Motors
Ford Motors Nissan Motors TVS Motor Co.
General Motors Porsche Volvo
Hero Honda Reva Electric Co. Yamaha Motor
Hindustan Motors Rolls-Royce Motor
Economic Survey 2007-08 says:
The installed capacity of the automotive industry has been growing at a compounded
annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles
including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial
vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers
(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.

India is the second-biggest market for small cars after Japan. It accounts for 60% of the
domestic market.
Facts Figures
It seems that India has finally arrived in the big league of Asian car markets. Steady and
impressive annual growth rate, presence of international automakers, relaxation of
foreign exchange and equity regulations, reduction of tariffs on imports and few others
are the components of its booming auto market. The country has now come to be
recognized as a potential emerging auto market. The perception of foreign investors has
changed, everybody wanting to be here.
For the first time, in the financial year end in 2005, the total sales of passenger vehicles -
cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch
1.06 million, with exports of 166,000 vehicles.
Study says that by 2010 India will take over Germany in sales volumes and
Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.
Apart from serving the domestic market, the auto sector has turned as a sourcing base for
the global auto majors. The auto component market is also in its full swing. As per the
research of RNCOS, one of the leading industry firms, the Indian automobile component
industry is estimated to triple from USD 63 billion to USD 190 billion within a span of
six years by 2012.
Indian Automobile Industry Estimation:
Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the
vastness of Indian automobile industry. Industry analysts predict this industry to touch
USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that
for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.
Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti
leads the pack with Dealer networks and workshops across the country. The other leading
automobile manufactures are also trying to cope up and are opening their service stations
and dealer workshops in all the metros and major cities of the country. Dealers offer
varying kind of discount of finances who in tern pass it on to the customers in the form of
reduced interest rates.
Automobile Export Numbers
Category 1998-99 2004-05 (Apr-Dec)
Passenger Car 25468 121478
Multi Utility Vehicles 2654 3892
Commercial Vehicles 10108 19931
Two Wheelers 100002 256765
Three Wheelers 21138 51535
Percentage Growth 16.6 32.8
The industry has adopted the global standards and this was manifested in the increasing
exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports
registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to
exceed two and- a-half times the export figure for 2001-02.
EVEN Growth
Opposing the belief that the growth in automobile industry has catered
only to the top income-stratum of society, Growth of exports of 32.8 % in the first three
quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as
against passenger car.

Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times
compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output
continues to dominate the volume statistics of the sector. In 2003-04, for every passenger
car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler
segment, there is a greater preference for motorcycles followed by scooters, with both
production and domestic sales of motorcycles increasing at faster rates than for scooters
in the current and previous years. However, mopeds have registered low or negative
growth. Export growth rates have been high both for motorcycles and scooters.
THE KEY FACTORS BEHIND THIS UPSWING:
Sales incentives, introduction of new models as well as variants coupled with easy
availability of low cost finance with comfortable repayment options continued to drive
demand and sales of automobiles during the first two quarters of the current year. The
risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,
and increase in the costs of inputs such as steel are the key concerns for the players in the
industry.

As the players continue to introduce new models and variants, the
competition may intensify further. The ability of the players to contain costs and focus on
exports will be critical for the performance of their respective companies.
The auto component sector has also posted significant growth of 20 per
cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,
there is a potential for higher growth due to outsourcing activities by global automobiles
giants. Today, this sector has emerged as another sunrise sector.
Why India: The economy of India is emerging. The following table shows the ranking of
India in the past four years.
Rank 2005 2004 2003 2002
1 China China China China
2 India Thailand Thailand Thailand
3 Thailand India USA USA
4 Vietnam Vietnam Vietnam Indonesia
5 USA USA India Vietnam
6 Russia Russia Indonesia India
7 Korea Indonesia Korea Korea
Twin Advantages:
• Scaling costs
• Optimizing resources
INDUSTRY GROWTH
The passenger car and motorcycle segment in Indian auto Industry is growing by
8-9 per cent.
• The automobile industry crossed a landmark with total vehicle production of 10
million units.

• Car sales was 8,82,094 units against 8,20,179 units in 2004-05.
• The two-wheeler market grew by 13.6 per cent with 70,56,317 units against
62,09,765 units in 2004-05.
• Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05
Passenger car business unit
The company's passenger car range comprises the compact car Indica, the
midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the
Tata Safari and its variants are the company's multi-utility vehicle offerings.
In addition to the growth opportunities in the domestic market, the company is
pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial
Vehicle Company, Korea's second-largest truck maker, now named Tata
Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent
stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an
option to acquire the remaining stake as well.
Indian Auto Market Growth for the year 2007-08
1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as
against 78,97,629 units in 2004-05.
2. The automotive industry crossed a landmark with total vehicle production of 10
million units.
3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales
was 8,82,094 units against 8,20,179 units in 2004-05.
4. The growth of domestic passenger car market was 7.5 per cent
5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.

6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units
7. Motorcycles had the upward march, 17.1 per cent in domestic market touching
58,15,417 units against 49,64,753 units in 2004-05.
8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units
in 2004-05.
9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against
3,18,430 units in 2004-05.
10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent
against 23 per cent growth in the year ended March 31, 2005.
11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units
12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units
in 2004-05.
TATA MOTORS IN INDIA
Type Public (NYSE: TTM)
Founded 1960
Headquarters India
Industry automotive
Products commercial vehicles
Revenue
INR 369.88 billion or $9.07 billion
(F.Y. 2006, converted)([2])
Website http://www.tatamotors.com/

Profile:
Tata Motors, the flagship company of Tata group. Established in 1945 Tata
Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD
5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954
with a 15-year collaboration agreement with Daimler Benz of Germany.
It is the leader by far in commercial vehicles in each segment, and the second-largest in
the passenger vehicles market with winning products in the compact, midsize and utility
vehicle segments. The company is the world's fifth-largest medium and heavy
commercial vehicle manufacturer.
Tata Motors Limited, formerly known as TELCO (TATA Engineering
and Locomotive Company), is India’s largest passenger automobile and commercial
vehicle manufacturing company. It is also the world's 5th largest commercial vehicle
manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India
on the automotive map by designing and developing its own range of cars. Tata Motors
date back to 1945 when they started making Trains. Tata Motors was first listed on the
NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood
among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck
manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano
carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group
have signed a new memorandum of understanding (MoU) to establish a 50:50 joint
venture to manufacture passenger vehicles, engines and transmission systems for both
domestic and export markets Tata Motors is a company of the Tata and Sons Group,
founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the
workforce of 22000 employees working in its three plants and other regional and zonal
offices across the country.

Tata Motors' range of passenger cars is still not comprehensive by international
standards. In commercial vehicles, Tata Motors commands an imposing 65% market
share in the domestic heavy commercial market. The company is trying to modernize its
range of commercial vehicles. Tata Motors hived off its vehicle finance business into a
separate subsidiary, TML Financial Services (TMLFS), in September 2006. The
company plans to build a car that will cost just under Rs 1,00,000 considering that 2
wheelers in India cost Rs 50,000/-.
Indigenously developed mini-truck. Tata motors manufacturing units are
located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant
manufactures the passenger cars.
AREA OF BUSINESS:
Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,
medium and heavy commercial vehicles for goods and passenger transport. Seven out of
10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The
company developed India's first indigenously developed light commercial vehicle, India's
first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously
manufactured passenger car. Within two years of launch, Tata Indica became India's
largest selling car in its segment.
Research and development
Tata Motors invests approximately up to 2 per cent of its annual turnover on
research and development, with an emphasis on new product / aggregates development
and technology up gradation. Its Engineering Research Centre in Pune employs over
1,400 scientists and engineers and has India's only certified crash-test facility and hemi-
anechoic chamber for testing of noise and vibration.
The company also draws on the resources of leading international design
and styling houses like the Institute of Development in Automotive Engineering, SPA,

Italy, and Stile Bertoni, Italy. The company has also been implementing several
environmentally sensitive technologies in manufacturing processes and uses some of the
world's most advanced equipment for emission checking and control.
Environmental responsibility
Tata Motors has led the Indian automobile industry's anti-pollution efforts through a
series of initiatives in effluent and emission control. The company introduced emission
control engines in its vehicles in India before the norm was made statutory. All its
products meet required emission standards in the relevant geographies. Modern effluent
treatment facilities, soil and water conservation programmes and tree plantation drives at
its plant locations contribute to the protection of the environment and the creation of
green belts.
Global Competition
Tata Motors have some distinct advantages in comparison to other MNC
competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as
against 30-35 per cent of sales in developed economies. Tata motors have extensive
backward and forward linkages and it is strongly interwoven with machine tools and
metals sectors. India is an excellent source for IT based engineering solution for products
& process Integration. There are strong supporting industries
Exports
Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle
East, South and South East Asia and Australia. The company also has assembly
operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the
company has received more than 50 awards from the government of India's Engineering
Export Promotion Council, for its export initiatives. While currently about 14 per cent (as
on March 31, 2005) of its revenues are from its international business, the company
intends to increase its international business through organic and inorganic growth routes.

Milestones
It has been a long and accelerated journey for Tata Motors, India's leading
automobile manufacturer. Some significant milestones in the company's journey towards
excellence and leadership.
1945 • Tata Engineering and Locomotive Co. Ltd. was established to manufacture
locomotives and other engineering products.
1948 Steam road roller introduced in collaboration with Marshall Sons (UK).
1954 • Collaboration with Daimler Benz AG, West Germany, for manufacture of
medium commercial vehicles. The first vehicle rolled out within 6
months of the contract.
1959 Research and Development Centre set up at Jamshedpur.
1961 • Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.
1966 Setting up of the Engineering Research Centre at Pune to provide impetus
to automobile Research and Development.
1971 • Introduction of DI engines.
1977 First commercial vehicle manufactured in Pune.
1983 • Manufacture of Heavy Commercial Vehicle commences.
1985 First hydraulic excavator produced with Hitachi collaboration.

1986 • Production of first light commercial vehicle, Tata 407, indigenously
designed, followed by Tata 608.
1989 Introduction of the Tatamobile 206 - 3rd LCV model.
1991 • Launch of the 1st indigenous passenger car Tata Sierra.
• TAC 20 crane produced.
• One millionth vehicle rolled out.
1992 Launch of the Tata Estate.
1993 Joint venture agreement signed with Cummins Engine Co.Inc. for the
manufacture of high horsepower and emission friendly diesel engines.
1994 • Launch of Tata Sumo - the multi utility vehicle.
• Launch of LPT 709 - a full forward control, light commercial vehicle.
• Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz
for manufacture of Mercedes Benz passenger cars in India.
• Joint venture agreement signed with Tata Holset Ltd., UK for
manufacturing turbochargers to be used on Cummins engines.
1995 Mercedes Benz car E220 launched.
1996 • Tata Sumo deluxe launched.
1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out.
1998 • Tata Safari - India's first sports utility vehicle launched.
• 2 millionth vehicles rolled out.
• Indica, India's first fully indigenous passenger car launched.
1999 115,000 bookings for Indica registered against full payment within a week.
Commercial production of Indica commences in full swing.
2000 • First consignment of 160 Indicas shipped to Malta.
• Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.
• Utility vehicles with Bharat 2 (Euro II) compliant engine launched.
• Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.

2001 Indica V2 launched - 2nd generation Indica.
100,000th Indica wheeled out.
Launch of CNG Indica.
Launch of the Tata Safari EX
Indica V2 becomes India's number one car in its segment.
Exits joint venture with Daimler Chrysler.
2002 • Unveiling of the Tata Sedan at Auto Expo 2002.
• Petrol version of Indica V2 launched.
• Launch of the EX series in Commercial vehicles.
• Launch of the Tata 207 DI.
• 2,00,000th Indica rolled out.
• 5,00,000th passenger vehicle rolled out.
• Launch of the Tata Sumo'+' Series
• Launch of the Tata Indigo.
• Tata Engineering signed a product agreement with MG Rover of the UK.
2003 Launch of the Tata Safari Limited Edition.
The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.
On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes
Tata Motors Limited.
• 3 millionth vehicles produced.
• First City Rover rolled out

• 135 PS Tata Safari EXi Petrol launched
• Tata SFC 407 EX Turbo launched
2004 • Tata Motors unveils new product range at Auto Expo '04.
• New Tata Indica V2 launched
• Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment
agreement
• Indigo Advent unveiled at Geneva Motor Show
• Tata Motors completes acquisition of Daewoo Commercial Vehicle
Company
• Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy
duty truck 'NOVUS' , in Korea
• Sumo Victa launched
• Indigo Marina launched
• Tata Motors lists on the NYSE
2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant
Facility in Pune
• The Tata Xover unveiled at the 75th Geneva Motor Show
• Branded buses and coaches - Starbus and Globus - launched
• Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus
manufacturing Company
• Tata Ace, India's first mini truck launched
• Tata Motors wins JRD QV award for business excellence.
• The power packed Safari Dicor is launched
• Introduction of Indigo SX series - luxury variant of Tata Indigo
• Tata Motors launches Indica V2 Turbo Diesel.
• One millionth passenger car produced and sold
• Inauguration of new factory at Jamshedpur for Novus
• Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched
• Launch of Tata Novus

• Launch of Novus range of medium trucks in Korea, by Tata Daewoo
Commercial
Vehicle Co. (TDCV)
2006 • Tata Motors vehicle sales in India cross four million mark
• Tata Motors unveils new long wheel base premium Indigo & X-over
concept at Auto Expo 2006
• Indica V2 Xeta launched
• Passenger Vehicle sales in India cross one-million mark
• Tata Motors and Marco polo, Brazil, announce joint venture to
manufacture fully built buses & coaches for India & markets abroad
• Tata Motors first plant for small car to come up in West Bengal
• Tata Motors extends CNG options on its hatchback and estate range
• TDCV develops South Korea's first LNG-Powered Tractor- Trailer
• Tata Motors and Fiat Group announce three additional cooperation
agreements
• Tata Motors introduces a new Indigo range
2007 • Tata Motors launches the long wheel base Indigo XL, India's first stretch
limousine
Awards
Tata Motors has been chosen as India's Most Trusted Brand in cars in a
Readers Digest-AC Nielsen consumer survey in 2006.
Tata Motors' mini-truck, Ace, which has created an all-new category in the
commercial vehicles market, received the BBC-Top Gear' Design of the Year

2006. The company's Star bus low-floor city bus and the Novus heavy truck were
adjudged second and third respectively.
For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle
Manufacturer of the Year’ rated Tata Motors for 2006.
The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005
for Business Excellence, for being a role model of excellence in management. The
award particularly recognizes excellence in the management of quality as a
fundamental process. The two divisions of the company also won the Tata
Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant
and the car plant at Pune received the Union Ministry of Power's National Energy
Conservation Award, which recognize significant initiatives to reduce energy
intensity and improve energy efficiency.
The Jamshedpur plant won the award for the fourth year in a row. The
Commercial Vehicle Business Unit and the Passenger Car Business Unit also
received the CII's National Award for excellence in energy management. The
Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green
Foundry of the Year Award.
Manufacturing
Tata Motors owes its leading position in the Indian automobile industry to its
strong focus on indigenization. This focus has driven the Company to set up world-class
manufacturing units with state-of-the-art technology. Every stage of product evolution-
design, development, manufacturing, assembly and quality control, is carried out
meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in
the West and Lucknow in the North.

Jamshedpur:
This was the first unit of the Company established in 1945 and is spread over an
area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box
division) and Axle. The divestments in March 2000.
Pune:
The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and
Chinch wad (126 acres). It was established in 1966 and has a Production Engineering
Division, which has one of the best motors.
Lucknow:
Established in 1991 and covering an area of 600 acres, the Lucknow Plant was
established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in
the Northern Indian market. In 1995, the unit started manufacturing bus.
Products
Passenger Cars, Indica, Indigo
Utility Vehicles- Safari, Sumo
Trucks- NOVUS and others
Bus- Starbus, Globus and others
Defence Vehicles
Research Tata Cars in India
The India Cars. They understand market and Indian roads better here. Have been
successful in creating right brand equity and share. Offering very practical and economic
cars are their prime motive and they are doing well with it. However Tata cars cannot be
considered as perfect by any means. They have expertise in diesel technology and lack in
petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.

Products
Passenger cars and utility vehicles
• Tata Sierra
• Tata nano
• Tata Sumo
• Tata Safari
• Tata Indica
• Tata Indigo
• Tata Indigo Marina
XECUTIVE SUMMARY
This project mainly concentrates on the
“Organization Study & Study of Customer perception and
loyalty towards TKIARI AUTOMOBILES (authorised service
station low floor buses of Tata Motors)”DELHI
A consumer may have set of interests, benefits, attitudes and life style before
purchasing a product. But there might be a major change in his taste of preference after
the purchase has been made. In such a position it is difficult for the marketer to know the
behaviour of the consumer. With this view in mind the research study will be conducted
to find out the consumer preference towards store and loyalty.
To carry on the study the research has been conducted as per the marketing
research process. As the study requires the customer (potential) opinion it will also help
to know the awareness level of store and loyalty in Delhi district and also the opinion
regarding the vehicle as well as the overall performance of tikari automobiles(authorised

service station of Tata motors). The study will also help us to identify the factors that
influence to buy the store and loyalty which will helpful to company for better
improvement of the vehicles & stores. For this study I had collected the primary data
through questionnaire and the company catalogues, brochures are collected for secondary
information. To collect primary data survey is conducted on individuals (potential
customers) this study is limited to the Delhi only. The sample size that I had taken is 50.
This study will also help company to know the customer like as well as there need, want
Satisfaction towards Tikari Services of Tata & other service stations of tata in delhi.
INTRODUCTION
END A PROFILE AND
INTRODUCTION
OF TATA MOTORS

TIKARI
AUTOMOBILE
Company profile of Tikari Motors
Tikari Motors has made deep inroads in the cars market at north region of
Karnataka with top breeds cars from the house of Tata Motors. As a professionally
managed car dealer. Tikari Motors is committed to excellence in serving all our esteemed
customers.
Tikari Motors has earned a new name & fame since it has become an authorized
dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with
no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate
cars & leave no stone unturned to provide great service. A modern show room of Tikari
Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel
experience & drive dynamics on actual driving condition. The showroom even supports
you with the service centre, to assure you of quality service. The Sales Team at Tikari
Motors is made up of dedicated show room & field professional with associated with
various sections to guide our valuable customers through the entire sales process right
from assisting in the choice of model, colour & features to extend a helping hand for our
customers.
We Tikari motors are proud to say that we have been made an elite dealer by Tata
Motors for recognition for outstanding achievements & dedicated dealership
enhancement.

Tikari Motors of Bijapur has been the winner for best seller award from Tata
Motors& in our services too.
Show Room of Tikari Motors
Make your dreams & aspirations come true. This elegant exclusive modern show room
of Tikari Motors an authorized dealership of Tata Motors is designed to meet the rising
expectation of the customers. Here a fleet of well maintained Tata Cars awaits your
perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at
BIJAPUR’. We are providing better access to both the proud owner as well as
prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,
Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out
lets.
The showroom through its large workshop would offer sales service, Spare parts &
accessories support to its customers. Our service centre is out fitted with the latest
modern equipments & updates with Tata challenging world standards. Our technical team
is qualified & trained to analyze & provide accurate solution as service point of view.

Objectives of Tikari Motors:
 To give quality service to customers.
 To know the expectations of the customers & to fulfil the
Expectations.
 To Maintenance of good relations with customers.
 To Quality service & reasonable charge.
 To maintain the healthy environment in the organization.
 To give full support to the employees & the customers.
 To provide training & development to the employees to satisfy the
Customers to the maximum extent.
 To Job satisfaction for employees.
 To Main objective is to satisfy the customers to the maximum extent
ORGANIZATION PROFILE
Company Name : TIKARI AUTOMOBILE

Established on : In the year 1991
Address : TIKARI AUTOMOBILE
Indi cross, Bijapur 586104
Plant Area : 2.5 Acre
Capital : 1.5 Crore
Owner/Partner : Partner
Managing Director : Raju.Tikari
Total No of Employees : 160
TIKARI AUTOMOBILE LOGO IS
TIKARI AUTOMOBILES (Tata Motors Authorized Service Station)
Tikari Automobiles an authorized service station started in Feb 2004, having with (12)
members as staff. At present the company has almost tripled the strength i.e. (39) in
numbers. In the first financial year we placed 1st
rank in spare part section & 2nd
rank in
service section for the financial year 2004 -2005. Due to our excellent service many
customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy
commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are
satisfied.
Due to this reason Tikari Automobiles service network got popularized from north India
to south India & got a brand name through out India. Tikari Automobiles has been place
d in top ranking continuously since 2004 to current financial year, our staffs are
completely skilled in handling light & heavy commercial vehicle in terms of repair,
service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal
& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,
Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim

ends with customer satisfaction & to continue the service relation with latest technology
along with human relation.
WORKING HOURS
• Morning 9.30a.m. to 2.00 pm Noon
• Noon 2.00p.m. to 2.30 p.m. Break for lunch
• Noon 2.30p.m to 5.30p.m. Evening.
ACTIVITIES:
Sale of Light Vehicles of TATA Motors
Repairs/services of all ranges of TATA vehicles
Sales of spare parts of TATA vehicles (Light &Heavy vehicles)
VARIOUS FACILITIES AVAILABLE AT TIKARI AUTOMOBILES LTD.
Good infrastructure, well qualified & trained man power, state of art diagnostic
equipments & innovative ideas are the key elements in making Tikari Automobiles
successful operation (ASO).
FACILITIES AVAILABLE
Sl.No. Facilities & System Availability
1. Good infrastructure
2. Trained man power
3. Computerized engine
facility
4. Computerized wheel
aligner
5. Computerized wheel
balancer

6. Pneumatic lines & tools
7. Stand by vehicles for
customers
8. Service promotion activity
9. Feedback card analysis
10. Customer complaint
handling
11. Customer care management
12. Quick repair facility
MISSION AND VISION
The mission and vision of the organization was ultimately the customer
to satisfy the customer and have a potential customer bases this is what the have earned in
these year. A potential and prospective customer bases that are satisfied with kinds of
products they are Dealing with and the kind of service they are giving to the customer.
The company has two divisions:
 Light Motor Vehicle section
 Heavy Motor Vehicle Section
Light motor Vehicle section is also called “Auto care Centre” and “Heavy
Vehicle Section” is called motor section.

This company started with Auto care centre in 1991.
K.S.T. No. 5251781-0
C.S.T. No. 5256781-3
In the year 1998 company started heavy vehicle section with
K.S.T No. 5713459-5
C.S.T.No. 5718459-8
In the year 2008 recently Feb, Tikari Motors started to sell the products of TATA
Motors Light Vehicles in Bijapur.
Roles and Responsibilities:
Managing Director:
RAJU BIJJARAGI
 As Managing director he will be the responsible for the over all
functioning and administration of the company.
 The Managing director also decides the major changes and adoption of
new technology He will provide all types of support to the management
representative in implementing and maintaining quality system in the
company.
 He will chair the steering committee [management review] meeting and
assess the effectiveness of the quality system.
 He will be the authority for approving the quality manual, quality policy
and quality objection of the company.
Assistant General Manager:

Mr. Kumar G Kalmath
 He is the head of marketing and sales department
 He will guide the staff to maintain all concerned records
 He will be the responsible for sales promotion planning.
 He will be the responsible for realizing sales targeting set by the
company.
 He will be having the authority to the control all staff of sales wing.
 He will be the responsible for the maintains of quality system in the sales
deportment
 He will be chief authority for sales related issues.
CRM (Customer relationship manager)
Mr. Ramesh
 Responsible for taking the customers care when came for vehicle
servicing
 He will be the single point responsibility to resolve all customer
complaints and issues within dealership.
 He will be responsible to provide clean and attractive ambience to
customers.
 Responsible to minimize customer complaints
 Responsible for take care of front office of workshop.
 He Identify and bridge in customers’ perception.
 He will be responsible to monitor customer satisfaction.
Work Manager:

Mr.Muniraj
 Workshop auditing
 He will responsible to Improve quality repairs
 Maintain repeat complaint analyses reports
 He will be the responsible to reduce customers’ complaints and improve
productive Hours.
 He is the head of workshop having authority to control the workshop.
 He will be the responsible for the maintains of quality system in his
deportment.
 He acts as the grievance handler in the workshop of organization.
Spares Manager:
Mr: Anand
 He his the head of spares deportment
 He will be having the authority to control his colleague
 He will liaison with managing director and works manager for placing
indents of spares of Tata Motors
 He will be responsible if any mishandling of spares takes place.
 He will guide his colleague to maintain all required records.
 He is the authorized to prepares bill and spare discrepancy report
Company has following facilities:

1. Good & pure water facility
2. Large space for parking for both light & heavy vehicles
3. Good infrastructure
4. Rest room for customers as well as employees
5. Separate cash counter section.
6. Spare part division for each section
7. Uniforms for all the employees
8. Entertainment facilities for the customers
9. Refreshments (Tea) for the customers.
10. Customer lounge & toilet facilities for the customers & employees
Auto Care Centre
Auto care centre means Light motor vehicle (Cars) is being selling
serviced & repaired (minor & major). This section was started in 1991 and brand
new showroom was established in 2008.
K.S.TNo.5251781-0
C.S.T.No. 5256781-3
The products are
 SAFARI
 SUMO
 SIERRA
 ESTATE
 SPACIO
 INDICA
 INDIGO


This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being
serviced/repaired every day.
MANPOWER:
WORKERS IN CAR SECTION
Workers -50
Managerial Staff - 8
Manager-2
Accountant-4
Supervisors-3
CRO-1
HEAVY VEHICLE SECTION
Tikari Motors started heavy vehicles section in the year 1998.
Following vehicles are services in this section
• TATA 407
• TATA 608
• TATA BUS
• TATA 6 Wheeler Track
• TATA 10 Wheeler Track
This section has more than 32 employees. At a stretch nearly 5-10 vehicles are
being serviced / repaired every day.
WORKERS IN AUTOMOBILE SECTION
Workers -30
Managerial Staff - 4

Manager-2
Accountant-2
Supervisors-3
CRO-1
Divisions:
This motor section is divided 4 further divisions. They are listed below
1)General work
2)Body work
3)Electrical work
4)Engine work
Front office workers totally 30 employees are engaged.
Benefits to Employees:
1)Uniform: Company provides uniform to all the employees after they are been
selected.
2)Salary: The Company pays salary to the employees according their
qualifications, experience, and their ability.
3)Bonus: At the end of every year bonus is paid to every employee.
4)Incentives: According to the employee’s performance incentives are been paid.
5)Compensation: if any accident happens and if serious damages are caused
accidentally `to the employee at the work place compensation is been paid.
6)First aid kit: Company has arranged first aid kit in every division of the motor
section for the safety of the employees.

7)Water facility: Company provides pure & healthy drinking for the employees.
8)Refreshment facility: Company provides 2 times tea i.e. morning & evening to
all the employees. A Television set is been kept in the division where the
employees can entertain themselves during the lunch hours.
9)Training Facilities: Company provides training facilities to their employees.
10) Experience: it is a best opportunity to employees for a improving the work
style and growing relation with customer in the specific field on the job purpose.
Rules & Regulations for the employees:
1. The employee should be in the company premises before 9 am and should work
up to 5 pm.
2. Employee should wear the uniforms everyday as it is mandatory.
3. Every employee should follow the safety rules.
4. Company has provided holiday at every Sunday and other local festivals.
5. If any employee damages any of the tools & equipments of the company or
customers then the damages will be deducted from his salary.
6. Every 15 days all administrative staff should attend the General Meeting.
7. All the details of any TATA vehicles serviced or sold should be updated to the
Head-office at Mumbai.
8. All the employees should undergo training and development program.
Benefits to Customer:

 Quality & error free service.
 Genuine spare parts.
 Highly sophisticated workers for quality work.
 Reasonable rates.
 Rest room for customers.
 Good & pure drinking water.
 Two times tea for the customers who to stay for days together to get their
vehicles serviced/ repaired.
 Mobile service is been provided for any serious breakdowns at any place.
ATM (All Time Mobile Service).
Value added benefits:
 A camp for free service twice a year.
 Discount on spares & lubricants during the camp.
 Free labour charge.
 Gifts to the vehicle drivers.
 Health check up (AIDS awareness & check up) for vehicle drivers.
 Mess for drivers/ customers is been constructed.
 Bathroom & toilet facilities for customers.
 SMP (Service Marketing Person) stays always in touch with customers either
personally or through telephonic conversations.
7P’s

Product: All type of TATA products service provided in Tikari Motors (Light
& Heavy Vehicles).
The services are: General Work
Body Work
Electrical Work
Engine Work
Price: Tikari Motors Charges medium price which should be affordable to all
level of customers and customer save their money instead of going to other
districts like Hubli, Gulbarga & Hospet.
Place: Service Place is convenient which is on Highway NH -13 and this place
is nearer to other Districts.
Promotions: To increase the service Tikari Motors providing Free Washing Mela, Free
Check up etc. It also helps to increase the sales in spares department.
Physical Evidence:
1. It is very important, so Tikari Motors always maintain clean & safe
around the Tikari Motors.
2. Customer they can view, where the mechanics of Tikari Motors working
area.
SOLAPUR HOSPET
HUBLI GULBARGA
BIJAPUR

3. Tikari Motors providing visitors room/lounge to their customers.
4. Tikari Motors always offer welcome Tea/Soft drink to their customers.
5. Customers can see the new technology, when they enter into the service
station.
Performance appraisal (Measurement):
The performance of the various personnel is found out through
various DQCTC audit and reports. These are included management basis.
Basis on the D-2 audit G.M (General Manager), W.M (Work
manager), C.R.M (Customer relation manager) has to do some basic preparation to
conducting review.
1. collect all the back-up sheets( audit forms)
2. Do the qualitative analysis of the report a note down the areas where performance
has gone down for each person.
3. Analyze yourself the reasons for poor performance.
Work manager:
DQCTC
D- Diagnostic
Q- Quality
C- Cost
T- Time
C- Customer and complaint handling
Work manager role are

1) To give hassle free service experience to the customer by
-Minimizing the repeat complaint and revisits within service and intervals
-Ensuring that work is called out as per time schedule so that there is no
deviation in promise time.
2) Improve the revenues the work shop through
-improving productivity
-Minimizing repeat complaints by ensuring the repair and maintenance is
Carried out as per the standard process defined by the TATA motors.
3) To manage the training needs of the technicians.
Customer expectation as per JDP (James David Power) Parameters.
Service quality
♦ Ability to diagnose problems properly
♦ Quality of work performance on the vehicles
♦ Toughness in fulfilling requests
♦ Availability of pets for service
Problems experienced
♦ Trouble free operation
♦ Freedom from squeals and rattles
♦ Ease of maintain and repair overall quality relialibility and duties

User friendly service
♦ Consideration for the customers free
♦ Standing behind their service
♦ Convents days and hours of operation
♦ Cleanliness and appearance of service facility.
Customer perception is an important component of our relationship with our customers. Given that 90% plus
of our orders at some point involve the phone, how we handle the telephone is essential to creating a
perception for our customer that aligns with the company mission of service. The following is a great way of
handling the phone.
1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you?
2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then
be sure they are not on hold very long otherwise offer to call them back.
3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal
cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers
perception is of an organized systematic company that can handle their project. Getting it done right and on
time consistently.
4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet
the person by their name.
5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that
you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it
really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells
me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call
and ask: How busy are you? What they really care about is can we take care of another project they have for us.
We know from talking to clients that often they feel that they are bothering us or have a concern that they
might be overloading us. It is curious to know that sometimes these are our best clients that have this concern.
Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your
work to other vendors even though you have given us a lot of work already, we can handle it). One possible

response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or
words to that effect. They are the customers. They do not want to hear about our situation they want to talk
about what we can do for them.
6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it
set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible
calamity occurred. Here are keys to contacting customers with bad news:
* Prepare rehearse and organize what you are going to communicate to them and how you are going to
communicate it to them.
* Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being
broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually
do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or
problem is, you can share that with them, but it should not be something that you want to volunteer early in
the conversation.
* Be absolutely certain that you have options to give the customer in these situations. This allows them to be
more in control rather than a victim. What are options? What are solutions? Do not call them with the
problem unless you are also providing solutions to them.
* Learn what you could have done to prevent this problem from occurring and do so next time. Again, the
customer is calling us to take on their problems and to solve their problems. They really do not want (nor do
they care) to know about our problems.
7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank
them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a
referral. Thank them for the professional manner in which they and their company interact with us.
Instrument: Questionnaire
DATA ANALYSIS AND INTERPRETATION
Frequencies
Do you have own TATA motor car?
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 96.1 98.0 98.0

no 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing System 2 2.0
Total 102 100.0
noyes
Frequency
120
100
80
60
40
20
0
Data analysis
From the above graph it has been observed that out of 50 respondents,
 98% are owner of Tata motor car
 2% are not.
Interpretation
Most of respondents have own Tata car.
Frequencies
Which motor car you have?
Percent
Valid Tata indica 50 49.0 50.0 50.0
Tata indigo 10 9.8 10.0 60.0
Tata sumo 20 19.6 20.0 80.0
Tata safari 20 19.6 20.0 100.0

Total 100 98.0 100.0
Total 102 100.0
Which motor car you have?
Missing
tata safari
tata sumo
tata indigo
tata indica
Data analysis
From the above graph it has been observed that out of 50 respondents.
 There are 50% respondents have TATA indica car,
 10% respondents have TATA indigo,
 20% respondents have TATA sumo,
 20%respondents have TATA safari.
Interpretation
Most of respondents have TATA INDICA car.
Frequencies
Since how long you are using this car (year)?
Percent
Valid 0-2 30 29.4 30.0 30.0
2-4 30 29.4 30.0 60.0
4-6 20 19.6 20.0 80.0
more than 6 20 19.6 20.0 100.0

Total 100 98.0 100.0
Total 102 100.0
Since how long you are using this car(year)?
Missing
more than 6
4-6
2-4
0-2
Data analysis
 30% of the respondents are using 0-2 year.
 30% of the respondents are using 2-4 year,
 20% of the respondents using 4-6 year.
 20%of the respondents are using more than 6 years. 2% missing.
Interpretation
Most of respondents are using in between 0-2 year to 2-4 years.
Frequencies
Where did you purchase tata motor car?
Frequency Percent Valid
Percent
Cumulative
Percent
Valid TIKARI
AUTOMOBI
LE
70 68.6 70.0 70.0
Manikbag
motors 10 9.8 10.0 80.0

Bhagyodaya
motors 10 9.8 10.0 90.0
Sterling
motors 10 9.8 10.0 100.0
Total 100 98.0 100.0
Total 102 100.0
Where did you purchase tata motor car?
Missing
sterling motors
bhaguodaya motors
manikbag motors
bijjaragi motors
Data analysis
 70% of the respondents purchased car in TIKARI AUTOMOBILE.
 10%of the respondents purchased in Manikbag,
 10%of the respondents purchased in Bhagyodaya,
 10%of the respondents purchased in Sterling.
Interpretation
Most of respondents have purchased (70%) car in TIKARI AUTOMOBILE Bijapur.
Frequencies
Why did you purchase in that show room?
Percent
Cumulative
Percent
Valid on time
delivery
10 9.8 10.0 10.0
service 35 34.3 35.0 45.0
nearest 40 39.2 40.0 85.0

availability 15 14.7 15.0 100.0
Total 100 98.0 100.0
Total 102 100.0
Why did you purchase in that show room?
Missing
availability
nearest
service
on time delivery
Data analysis
 10%of the respondents purchased car in that showroom because of on time
delivery,
 35%of the respondents purchased car because of service,
 40% of the respondents purchased car because of nearest showroom,
 15% of the respondents purchased car because of availability.
Interpretation
Most of respondents are to purchase a car in TIKARI AUTOMOBILE because of nearest
place for purchase.
Frequencies
How do you rate the dealership facility in TIKARI AUTOMOBILE?
Percent
Valid Highly
satisfied
33 32.4 33.0 33.0
satisfied 48 47.1 48.0 81.0
dissatisfied 9 8.8 9.0 90.0
Highly
satisfied
5 4.9 5.0 95.0
average 5 4.9 5.0 100.0

Total 100 98.0 100.0
Total 102 100.0
How do you rate the dealership facility
in bijaragi motors?
Missing
average
highly dissatisfied
dissatisfied
satisfied
highly satisfied
Data analysis
 34% of respondents are highly satisfied with dealership facility in TIKARI
AUTOMOBILE,
 47% of the respondents satisfied with dealership facility in TIKARI
AUTOMOBILE ,
 9% of the respondents dissatisfied with the dealership facility in TIKARI
AUTOMOBILE,
 5% of respondents are highly dissatisfied with dealership facility in TIKARI
AUTOMOBILE,
 5% of the respondents on an average.
Interpretation
Most of respondents are (47%) satisfied with the dealership facility in TIKARI
AUTOMOBILE Bijapur.
Frequencies
How do you rate the fairness of your deal in TIKARI AUTOMOBILE?
percent
Cumulative
Percent
Valid highly
satisfied
46 45.1 46.0 46.0
satisfied 29 28.4 29.0 75.0
highly
dissatisfied
5 4.9 5.0 96.0

average 4 3.9 4.0 100.0
Total 100 98.0 100.0
Total 102 100.0
How do you rate the fairness of your
deal in bijjaragi motors?
Missing
average
highly dissatisfied
dissatisfied
satisfied
highly satisfied
Data analysis
 46% of the respondents are highly satisfied with Fairness of deal in TIKARI
AUTOMOBILE,
 29% of the respondents satisfied with the fairness of deal in TIKARI
AUTOMOBILE,
 16% of the respondents dissatisfied with the fairness of deal in TIKARI
AUTOMOBILE.
 5% of the respondents highly dissatisfied,
 4% of respondents on an average.
Interpretation
Most of respondents are highly satisfied (46%) with the fairness of deal in TIKARI
AUTOMOBILE Bijapur.
Frequencies
How do you rate your experience of the sales person of TIKARI AUTOMOBILE?
Frequency Percent Valid Percent Cumulative Percent
Valid highly satisfied 67 65.7 67.0 67.0
satisfied 24 23.5 24.0 91.0
highly dissatisfied 3 2.9 3.0 98.0
average 2 2.0 2.0 100.0

C Total 100 98.0 100.0
Missing
System 2 2.0
Total 102 100.0
How do you rate your experience of the sales
person of bijjaragi motors?
Missing
average
highly dissatisfied
dissatisfied
satisfied
highly satisfied
Data analysis
 67% of the respondents are highly satisfied with experience of the sales person in
TIKARI AUTOMOBILE.
 24% of the respondents satisfied,
 4%of the respondents dissatisfied,
 2%of the respondents on an average.
Interpretation
Most of respondents are highly satisfied (67%) with experience of the sales person in
Bijaragi motors Bijjaragi.
Frequencies
How do you rate the financial process in Bijaragi motors?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Highly
satisfied 38 37.3 38.0
38.0
Satisfied 47 46.1 47.0 85.0
Dissatisfied 9 8.8 9.0 94.0

highly
average 3 2.9 3.0 100.0
Total 100 98.0 100.0
Total 102 100.0
How do you rate the financial process in
bijaragi motors?
Missing
average
highly dissatisfied
dissatisfied
satisfied
highly satisfied
Data analysis
 38% respondents highly satisfied with the financial process in TIKARI
AUTOMOBILE,
Interpretation
Most respondents satisfied (47%) with the financial process in TIKARI AUTOMOBILE.
Frequencies
How do you rate the purchase process in TIKARI AUTOMOBILE?
Cumulative
Percent
Valid highly
satisfied 44 43.1 44.0 44.0
satisfied 45 44.1 45.0 89.0

highly
average 2 2.0 2.0 100.0
Total 100 98.0 100.0
Total 102 100.0
How do you rate the purchase process
in bijjaragi motors?
Missing
average
highky dissatisfied
dissatisfied
satisfied
highly satisfied
Data analysis
 44% respondents highly satisfied with the purchase process in TIKARI
AUTOMOBILE,
 2%of the respondents highly dissatisfied,
Interpretation
Most of respondents are satisfied (45%) with the purchasing process TIKARI
AUTOMOBILE.
Frequencies
How do you rate the delivery timing in TIKARI AUTOMOBILE?
Cumulative
Percent

Valid highly
satisfied 30 29.4 30.0 30.0
satisfied 60 58.8 60.0 90.0
Total 100 98.0 100.0
Total 102 100.0
How do you rate the delivery timing
in bijjaragi motors?
Missing
dissatisfied
satisfied
highly satisfied
Data analysis
 30% of respondents highly satisfied with the delivery timing in TIKARI
AUTOMOBILE.
 60% of the respondents satisfied with the delivery timing in TIKARI
AUTOMOBILE,
 10% of the respondents dissatisfied with the delivery timing in TIKARI
AUTOMOBILE,
Interpretation
Most of the respondents (60%) satisfied with the delivery timing in TIKARI
AUTOMOBILE Bijapur.
Frequencies
Are you satisfied with overall performance of TIKARI AUTOMOBILE?

Percent
Cumulative
Percent
Valid highly
satisfied 80 78.4 80.0 80.0
Satisfied 20 19.6 20.0 100.0
Total 100 98.0 100.0
Total 102 100.0
Are you satisfied with overall performance
of bijjaragi motors?
Missing
satisfied
highly satisfied
Data analysis
 80% of the respondents highly satisfied with the over all performance of TIKARI
AUTOMOBILE,
 20% of the respondents satisfied with the overall performance of TIKARI
AUTOMOBILE.
Interpretation
Most of respondents are highly satisfied (80%) with the overall performance of TIKARI
AUTOMOBILE Bijapur.
Frequencies
Do you recommend your friend & relative to purchase motor car in TIKARI
AUTOMOBILE?

Percent
Valid Yes 85 83.3 85.0 85.0
No 15 14.7 15.0 100.0
Total 100 98.0 100.0
Total 102 100.0
Do you recommend your friend & relative to purchase motor car in bi
Do you recommend your friend & relative to purchase motor car in bijjara
noyes
Frequency
100
80
60
40
20
0
Data analysis
 85 % of the respondents recommend their friend/relative to purchase motor car in
TIKARI AUTOMOBILE.
 15% of the respondents do not recommend their friend and relative to purchase
motor car in TIKARI AUTOMOBILE.
Interpretation
Most respondents (85%) recommend friend/ relative to purchase a motor car in TIKARI
AUTOMOBILE Bijapur.
FINDINGS

• From graph 1st
it can be analyzed that 98% of the respondents have own TATA
motor car, 2% of are not.
• From the graph 2nd
it can be analyzed that 50% of the respondents using tata
indica car, 10% of the respondents using tata indigo car, 20% of the respondents
are using tata sumo, 20% of the respondents are using tata safari.
• From graph 3rd
it can be analyzed that 30% of the respondents are using 0-2 years,
30% of the respondents using 2-4 years, 20% of the respondents using 4-6 year,
20% of the respondents using more than 6 years.
• From graph 4th
it can be analyzed that 70% of the respondents are purchased car
in TIKARI AUTOMOBILE, 10% of the respondents are purchased car in
manikbag, 10% of the respondents are purchased car I bhagyodaya motors, 10%
of the respondents purchased car in sterling motors.
• From graph 5th
it can be analyzed that 10% of the respondents are purchased,
because of on time delivery, 35% of the respondents are purchased, because of
service, 40% of the respondents are purchased, because of nearest, 15% of the
respondents are purchased, because of availability.

• From graph 6th
it can be analyzed that 33% of the respondents are highly satisfied,
48% of the respondents are satisfied, 9% of the respondents are dissatisfied, 5%
of the respondents are highly dissatisfied, 5% of the respondents are on an
average.
• From graph 7th
29% of the respondents are satisfied, 16 % of the respondents are dissatisfied,
5% of the respondents are highly dissatisfied, 4% of the respondents are on an
average.
• From graph 8th
average.
• From graph 9th
average.
• From graph 10th
it can analyze that 44% of the respondents are highly satisfied,
average.

• From the graph 11th
it can be analyzed that 30 %of the respondents are highly
satisfied, 60% of the respondents are satisfied, and 10% of the respondents are
dissatisfied.
• From the 12th
graph it can be analyzed that 80% of the respondents are highly
satisfied, 20 % of the respondents are satisfied.
• . From the 13th
graph it can be analyzed that 85 % of the respondents
recommended their friends relatives to purchase a car in TIKARI
AUTOMOBILE, 15% of the respondents do not recommend their friend relative
to purchase car in TIKARI AUTOMOBILE.

SUGGESTIONS
According the research I suggest Tikari motors that they need to
deliver the vehicles at promised time as well as in time for the first time purchase or by
the time of taking service after purchase by which it can attract more customer by referral
of satisfied customer of Tikari motors
And I also suggest the Tikari motors to increase basic facilities in the showroom.

CONCLUSION
To conclude, most of the respondents are very much satisfied with the service
provided by the TIKARI AUTOMOBILE. Looking into the long term perspective it is
very best sign for the company.
By measuring respondent’s satisfaction level it will bring out positive benefit to
TIKARI AUTOMOBILE, sale person and customers. Respondent’s satisfaction boosts
more sales and faithful customer to the TIKARI AUTOMOBILE; it will also help to the
TIKARI AUTOMOBILE to introduce more and more promotional activities, good
margin and better service.
And also customer perception towards to TIKARI AUTOMOBILE is very much
helpful in the selling of products more with the help of store loyalty, as many of the
customers are loyal with the Tikari motors

QUESTONNARIES
Dear sir/madam,
Name: _________________________________________
Occupation: ____________________________________
Mobile: ________________________________________
Address: _______________________________________
______________________________________
______________________________________
1) Do you have own TATA Motors car?
a) Yes b) No
2) Which motor car you have?
a) Tata Indica b) Tata Indigo
c) Tata Sumo d) Tata Safari
3) Since how long you are using this car(year)
a) 0-2 b) 2-4
c) 4-6 d) more than 6
4) Where did you purchase tata motor car?
a) TIKARI AUTOMOBILE b) Manikbag Motors
c) Bhagyodaya motors d) sterling motors
5) Why did you purchase in that show room?

a) On time delivery b) Service
c) Nearest d) Availability
6) How do you rate the dealership facility in TIKARI AUTOMOBILE?
a) Highly satisfied b) Satisfied
c) Dissatisfied d) Highly dissatisfied
e) Average
7) How do you rate the fairness of your deal in TIKARI AUTOMOBILE?
e) Average
8) How do you rate your experience of the sales person of Bijjaragi
motors?
e) Average
9) How do you rate the financial process in TIKARI AUTOMOBILE?
e) Average
10) How do you rate the purchase process in TIKARI AUTOMOBILE?

e) Average
11) How do you rate the delivery timing in TIKARI AUTOMOBILE?
e) Average
12) Are you satisfied with overall performance of TIKARI AUTOMOBILE?
e) Average
13) Do you recommend your friend & relative to purchase motor car in
TIKARI AUTOMOBILE?
a) If yes, Why___________________________________
b) If no, Why____________________________________
14) Any suggestion _____________________________________
_____________________________________
_____________________________________
_____________________________________
BIBILIOGRAPHY

Reference Book:
Marketing Research by Parasuraman
Marketing Research by Tull and Hawkins
Website:
www.google.com
www.tatamotors.com

Project summary report on tata motors by bharat goyal

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