Project Report

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TAKHATPUR,BARIPADA
DEPARTMENT OF COMMERCE
PROJECT REPORT
“CUSTOMER RELATIONSHIP MANAGEMENT OF HERO MOTOR CORP.,LTD”
SESSION-2017-2020
Guided By:- Submitted By:-
DR.ANAM CHARAN RAUL LEBA HEMBRAM
Lecture In Commerce Dept. CLASS ROLL NO-BC17-131
M.P.C (Auto) College EXAM ROLL NO-3417018
REGD-10050/17

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CERTIFICATE
This is to certify that LEBA HEMBRAM a student of +3 3rd
Year in Commerce, M.P.C.(Auto)
College,Takhatpur,Baripada,Class Roll No-BC17-131, Exam Roll No-3417018 has undertaking
the project work on title “CUSTOMER RELATIONSHIP MANAGEMENT OF HERO
MOTOR CORP., LTD” under my guidance towards particular fulfillment of the degree. This is
an original piece of work for the fulfillment of the degree.
Place:
Signature of the Guide
Date:

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DECLARATION
Here by declare that the seminar talk entitled “CUSTOMER RELATIONSHIP
MANAGEMENT OF HERO MOTOR CORP., LTD” submitted to M.P.C (Auto) College,
Takhatpur,Baripada, is an original one and has not been submitted provisionally to any other
institution including this one.
Place:
Signature of the Student
Date:

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ACKNOWLEDGEMENT
I am very much thankful to the management of the “CUSTOMER RELATIONSHIP
MANAGEMENT OF HERO MOTOR CORP.,LTD”for giving me an opportunity to do this
project. The completion of this project report is a successful and satisfactory outcome of so many
helping hands.
My usual thanks to Dr.Anam Charan Raul, Lecture in Commerce,Department who is constant
source of help an inspiration to me and for her guidance without which the work could not been
possible,Above all my regards and and thanks are due to my parents ,family members and
friends for consistent support during the project.
With deep gratitude
LEBA HEMBRAM
B.Com Final Year
Exam Roll No-3417018
Class Roll No-BC17-131
REGD-10050/17

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CONTENTS
CHAPTER
NO.
TOPICS PAGE
NO.
CHAPTER-1 Introduction 6-10
CHAPTER-2 Objective of the Study 11
CHAPTER-3 Review of Literature 12-21
CHAPTER-4 Company Profile 22-48
CHAPTER-5 Scope of the study 49
CHAPTER-6 Research Methodology 50-53
CHAPTER-7 Data analysis & Interpretation of the study 54-65
CHAPTER-8 Findings, 66-67
Suggestions 68-69
Conclusion, 70
CHAPTER-9 Bibliography 71

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CHAPTER-1
INTRODUCTION
CUSTOMER RELATIONSHIP MANAGEMENT
Customer relationship management is perhaps the most important concept of modern marketing.
Until recently CRM has been defined narrowly as a customer data management activity. By this
definition, it involves managing detailed information about individual customers and carefully
managing customer “touch points” in order to maximize customer loyalty.
More recently, however, customer relationship management has taken on a broader meaning. In
this broader sense, customer relationship management is the overall process of building and
maintaining profitable customer relationships by delivering superior customer value and
satisfaction. It deals with all aspects of acquiring, keeping, and growing customers.
RELATIONSHIP BUILDING BLOCKS: CUSTOMER VALUE AND SATISFACTION
The key to building lasting customer relationships is to create superior customer value and
satisfaction. Satisfied customers are more likely to be loyal customer and to give the company a
larger share of their business.
CUSTOMER VALUE attracting and retaining customers can be a difficult task. Customers
often face a bewildering array of products and services from which to choose. A customer buys
from the firm that offers the highest customer perceived value the customer’s evaluation of the
difference between all the benefits and all the benefits and all the costs of a marketing offer
relative to those of competing offers.
CUSTOMER SATISFACTION customer satisfaction depends on the products perceived
performance relative to a buyer expectation. If the products performance falls short of
expectations, the customer is dissatisfied. If performance matches expectations, the customer is
satisfied. If performance exceeds expectations, the customer is highly satisfied or delighted.

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Outstanding marketing companies go out of their way to keep important customers satisfied.
Highly satisfied customers make repeat purchases and tell other about their good experiences
with the product. The key is match customer expectation with company performance. Smart
companies aim to delight customers aim to delight customers by promising only what they can
deliver, then delivering more than they promise.
However, although the customer centered firm seeks to deliver high customer satisfaction
relative to competitors, it does not attempt to maximize customer satisfaction. A company can
always increase customer satisfaction by lowering its price or increasing its services. But this
may result in lower profits. Thus the purpose of marketing is to generate customer value
profitably. This requires a very delicate balance: the marketer must continue to generate more
customer value and satisfaction but not “give away the house”.
CAPTURING VALUE FROM CUSTOMERS
The first four steps in the marketing process involve building customer relationships by creating
and delivering superior customer value. The final step involves capturing value in return, in the
form of current and future sales, market share, and profits. By creating superior customer value,
the firm creates highly satisfied customers who stay loyal and buy more. This, in turn, means
greater long run returns for the firm. Her, we discuss the outcomes of creating customer value:
customer loyality and retention, share of market and share of customer, and customer equity.
CREATING CUSTOMER LOYALTY AND RETENTION
Good customer relationship management creates customer delight. In turn, delighted customers
remain loyal and talk favorable to others about the company and its products. Studies show big
differences in the loyalty of customers who are less satisfied, some what satisfied, and
completely satisfied. Even a slight drop from complete satisfaction can create an enormous drop
in loyalty. Thus the aim of customer relationship management is to create not just customer
satisfaction, but customer delight. Companies are realizing that losing a customer means losing
more than a single sale. It means losing the entire stream of purchases that the customer would
make over a lifetime of patronage. For example, here is a dramatic illustration of customer
lifetime value:

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GROWING SHARE OF CUSTOMER
Beyond simply retaining good customers to capture customer life time value, good customer
relationship management can help marketers to increase their share of customer the share they
get of the customers purchasing in their product categories. Many marketers are now spending
less time figuring out how to increase share of market and more time trying to grow share of
customer. Thus banks want to increase” share of wallet” supermarkets and restaurants want to
get more share of stomach car companies want to increase share of garage and airlines want
greater share of travel .
BUILDING CUSTOMER EQUITY
We can now see the importance of not just acquiring customers, but of keeping and growing
them as well. Customer relationship management takes a long term view. Companies want not
only to create profitable customers, but to “own” them for life., capture their customer lifetime
value, and earn a greater share of their purchases.
WHAT IS MARKETING
Marketing, more than any other business function deals with customers. Although we will soon
explore more-detailed definitions of marketing, perhaps the simplest definition is this one:
Marketing is managing profitable customer relationships. The twofold goal of marketing is to
attract new customers by promising superior value and to keep and grow current customers by
delivering satisfaction.
Wal-Mart has become the world Largest retailer, and the worlds largest company, by delivering
its promise,” Always low prices. Always! “ At Disney theme parks ”imaginers” work wonders
in their quest to “ make a dream come true today.” Dell , leads the personal computer industry by
consistently making good on its promise to “be direct” Dell makes it easy for customers to
customer design their own computer and have them delivered quickly to their doorsteps or
desktops. These and other highly successful companies know that if they take care of their
customers, market share and profits will follow.

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Sound marketing is critical to the success of every organization. Large for-profit firms such as
procter & Gamble, Sony, Wall-mart, IBM, and Marriott use marketing. But so do not for profit
organizations such as colleges, hospitals, museums, symphony orchestras, and even churches.
MARKETING DEFINED
What is marketing? Many people think of marketing only as selling and advertising
and wonder every day we are bombarded with television commercials, direct ail offers, sales
calls, and internet pitches. However, selling and advertising are only the tip of the marketing
iceberg.
Today marketing must be understood not in the old sense of making a sale” telling and
selling” but in the new sense of satisfying customers needs. If the marketer does a good job of
understanding consumer needs; develops products that provide superior value; and prices
distributes, and promotes them effectively these products will sell very easily. Thus, selling and
advertising are only part of a larger “marketing mix” a set of marketing tools that work together
to satisfy customer needs and build customer needs and build customer relationships.
Broadly defined, marketing is a social and managerial process by which individuals and groups
obtain what they need and want through creating and exchanging value with others. In a
narrower business context marketing involves building profitable, value laden exchange
relationships with customers. Hence, we define marketing as the process by which companies
create value for customer and build strong customer relationship In order to capture value fro
customers in return.
Customer value and satisfaction
Consumers usually face a broad array of products and services that might satisfy a given need.
How do they choose among many marketing offers? Customers form expectations about the
value and satisfaction that various marketing offers will deliver and buy accordingly satisfied
customer buy again and tell others about their good experiences. Dissatisfied customers often
switch to competitors and disparage the product to others.
Marketers must be careful to set the right level of expectations. If they set expectations too high,
buyers will be disappointed. Customer value and customer satisfaction are key building blocks

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for developing and managing customer relationships. We will revisit these core concepts later in
the chapter.

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CHAPTER-2
OBJECTIVE OF THE STUDY
❖ The main objective was to study the customer behavior towards motor vehicle with
special reference to Hero motor cycles in the district of Mayurbhanj. The Various sub
objectives were to find out the following:
❖ To study the various methods of customer awareness regarding the product, PASSION
Plus.
❖ To find the market share of Passion plus according to the segmentation.
❖ To find the ways to develop better relationship with the customers.
❖ To find the source of awareness regarding the bike in the customers mind.
❖ To find the tough competitors for the Passion plus in the market.
❖ The factors affecting the customers buying decision regarding the purchase of motor
Cycles.
❖ The buyer’s opinion on the after sales services and attributes offered by the Passion plus
manufacturing motorcycles.
❖ To the customers preferences towards two wheelers.
❖ To the satisfaction levels of customers about after sale service.

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CHAPTER-3
REVIEW OF LITERATURE
CUSTOMER RELATIONSHIP MANAGEMENT
The concept of relationship marketing was first coined by Berry in 1983. He considered it to
consist of attracting, maintaining and enhancing customer relationships within organizations. In
the years that followed, companies were engaging more and more in a meaningful dialogue with
individual customers. In doing so, new organizational forms as well as technologies where used,
eventually resulting in what we know as Customer Relationship Marketing (CRM). The main
difference between RM and CRM is that the first does not acknowledge the use of technology,
where the latter uses Information Technology (IT) in implementing RM strategies.
Customer relationship management (CRM) is a customer-centric business strategy with the
goal of maximizing profitability, revenue, and customer satisfaction. Technologies that support
this business purpose include the capture, storage and analysis of customer, vendor, partner, and
internal process information. Functions that support this business purpose include sales,
marketing, customer service, training, professional development, performance management,
human resource development, and compensation. Technology to support CRM initiatives must
be integrated as part of an overall customer-centric strategy. Many CRM initiatives have failed
because implementation was limited to software installation without alignment to a
customercentric strategy.
The essence of CRM
The exact meaning of CRM is still subject of heavy discussions. However, the overall goal can
be seen as effectively managing differentiated relationships with all customers and
communicating with them on an individual basis. Underlying thought is that companies realize
that they can supercharge profits by acknowledging that different groups of customers vary
widely in their behavior, desires, and responsiveness to marketing.

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CRM is the philosophy, policy and coordinating strategy connecting different players within an
organization so as to coordinate their efforts in creating an overall valuable series of experiences,
products and services for the customer.
The different players within the organization are in identifiable groups:
❖ Customer Facing Operations - The people and the technology support of processes that
affect a customer's experience at the frontline interface between the customer and the
organization. This can include face to face, phone, IM, chat, email, web and
combinations of all medium. Self-service kiosk and web selfservice are doing the job of
vocals and they belong here.
❖ Internal Collaborative Functional Operations - The people and technology support of
processes at the policy and back office which ultimately affect the activities of the
Customer Facing Operations concerning the building and maintaining of customer
relationships. This can include IT, billing, invoicing, maintenance, planning, marketing,
advertising, finance, services planning and manufacturing.
❖ External Collaboration functions - The people and technology support of processes
supporting an organization and its cultivation of customer relationships that are affected
by the organization's own relationship with suppliers/vendors and retail
outlets/distributors. Some would also include industry cooperative networks, e.g.
lobbying groups, trade associations. This is the external network foundation which
supports the internal Operations and Customer facing Operations.
❖ Customer Advocates and Experience Designers - Creative designers of customer
experience that meet customer relationship goals of delivering value to the customer and
profit to the organization (or desired outcomes and achievement of goals for non-profit
and government organizations).
❖ Customer and Employee Surveyors and Analysts - Customer Relationships are both
fact driven and impression driven - the quality of an interaction is as important as the
information and outcome achieved, in determining whether the relationship is growing or
shrinking in value to the participants.

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Technology considerations:
The technology requirements of a CRM strategy must be guided by an overall view of who is the
customer and what value they are to get from engaging with the organization.
The basic building blocks:
A database for customer lifecycle (time series) information about each customer and prospect
and their interactions with the organization, including order information, support information,
requests, complaints, interviews and survey responses.
Customer Intelligence - Translating customer needs and profitability projection into game plans
for different segments or groups of customers, captured by customer interactions (Human,
automated or combinations of both) into software that tracks whether that game plan is followed
or not, and whether the desired outcomes are obtained.
Business Modeling - Customer Relationship Strategy, Goals and outcomes: Numbers and
description of whether goals were met and models of customer segments and game plans worked
as hypothesized.
Learning and Competency Management Systems - Customer Capacity and Competency
Development - Training and improving processes and technology that enable the organization to
get closer to achieving the desired results. Complex systems require practice in order to achieve
desired outcomes, especially when humans and technology are interacting. Iteration is the key to
refining, improving and innovating to stay ahead of the competition in Customer Relationship
Management. (Successful tools, technology and practices will be copied by the competition as
soon as they are proven successful.)
Analytics and quality monitoring - Voice recognition, video pattern matching, statistical
analysis, activity-based costing to ultimately determine profitability of customer relationship
policies and activities over the lifecycle of each group of customers sharing a defined set of
characteristics.

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Collaboration and Social networks - Profiling and interactive technology that allows
the customers to interact with the business and their fellow customers and others: prospective
customers, strategic partners.
The building blocks can be implemented over time separately, but eventually need to
be dynamically coordinated. The ongoing alignment of the basic building blocks distinguishes an
elegant seamless CRM implementation which successfully builds mutually valuable
relationships.
Operational CRM:
Operational CRM provides support to "front office" business processes, including sales,
marketing and service. Each interaction with a customer is generally added to a customer's
contact history, and staff can retrieve information on customers from the database when
necessary.
One of the main benefits of this contact history is that customers can interact with different
people or different contact channels in a company over time without having to describe the
history of their interaction each time. Consequently, many call centers use some kind of CRM
software to support their call center agents.
Operational CRM processes customer data for a variety of purposes:
❖ Managing Campaigns
❖ Enterprise Marketing Automation
❖ Sales Force Automation Analytical CRM:
Analytical CRM
Analytical CRM analyzes customer data for a variety of purposes:
❖ Design and execution of targeted marketing campaigns to optimize marketing
effectiveness
❖ Design and execution of specific customer campaigns, including customer acquisition,
cross-selling, up-selling, retention

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❖ Analysis of customer behavior to aid product and service decision making (e.g. pricing,
new product development etc.)
❖ Management decisions, e.g. financial forecasting and customer profitability analysis
Collaborative CRM
The function of the Customer Interaction System or Collaborative Customer Relationship
Management is to coordinate the multi-channel service and support given to the customer by
providing the infrastructure for responsive and effective support to customer issues, questions,
complaints, etc.
Collaborative CRM aims to get various departments within a business, such as sales, technical
support and marketing, to share the useful information that they collect from interactions with
customers. Feedback from a technical support center, for example, could be used to inform
marketing staffers about specific services and features requested by customers.
Strategy:
Several commercial CRM software packages are available which vary in their approach to
CRM. However, as mentioned above, CRM is not just a technology but rather a comprehensive
customer-centric approach to an organization's philosophy in dealing with its customers. This
includes policies and processes, front-of-house customer service, employee training, marketing,
systems and information management. Hence, it is important that any CRM implementation
considerations stretch beyond technology, towards the broader organizational requirements.
The objectives of a CRM strategy must consider a company’s specific situation and its
customers' needs and expectations. Information gained through CRM initiatives can support the
development of marketing strategy by developing the organization's knowledge in areas such as
identifying customer segments, improving customer retention, improving product offerings and
by identifying the organization's most profitable customers. CRM strategies can vary in size,
complexity and scope. Some companies consider a CRM strategy to only focus on the
management of a team of salespeople. However, other CRM strategies can cover customer
interaction across the entire organization. Many commercial CRM software packages that are

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available provide features that serve sales, marketing, event management, project management
and finance.
Successes:
While there are numerous reports of "failed" implementations of various types of CRM projects,
these are often the result of unrealistic high expectations and exaggerated claims by CRM
vendors.
Many of these "failures" are also related to data quality and availability. Data cleaning is a major
issue. If the company CRM strategy is to track life-cycle revenues, costs, margins and
interactions between individual customers, this must be reflected in all business processes. Data
must be extracted from multiple sources (e.g., departmental/divisional databases, including sales,
manufacturing, supply chain, logistics, finance, service, etc.), requiring an integrated, and
comprehensive business processing system to be in place with defined structures and data
quality. If not, interfaces must be developed and implemented to extract data from different
systems. This creates a demand far beyond customer satisfaction to understand the full
businessto-business relationship. For this reason, CRM is more than a sales or customer
interaction system.
The experience from many companies is that a clear CRM requirement with regard to reports
(e.g., input and output requirements) is of vital importance before starting any implementation.
With a proper demand specification, a great deal of time and money can be saved based on
realistic expectations of systems capability. A well operating CRM system can be an extremely
powerful tool for management and customer strategies.
Privacy and data security
One of the primary functions of CRM software is to collect information about customers. When
gathering data as part of a CRM solution, a company must consider customer privacy and data
security with respect to legal and cultural environments. Some customers prefer assurance that
their data is not shared with third parties without their consent and that it cannot be illicitly
accessed by third parti. Customer relationship management is perhaps the most important
concept of modern marketing. Until recently CRM has been defined narrowly as a customer data

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management activity. By this definition, it involves managing detailed information about
individual customers and carefully managing customer “touch points” in order to maximize
customer loyalty.
More recently, however, customer relationship management has taken on a broader meaning. In
this broader sense, customer relationship management is the overall process of building and
maintaining profitable customer relationships by delivering superior customer value and
satisfaction. It deals with all aspects of acquiring, keeping, and growing customers.
EXCHANGES AND RELATIONSHIPS
Marketing occurs when people decide to satisfy need and wants through exchange relationships.
Exchange is the act of obtaining a desired object from someone by offering something in return.
In the broadest sense, the marketer tries to bring about a response to some marketing offer. The
response may be more than simply buying or trading products and services. A political
candidate, for instance, wants votes, a church wants membership, and a social action group wants
idea acceptance.
Marketing consists of actions taken a build and maintain desirable exchange relationships with
target audiences involving a product, service, idea, or other object. Beyond simply attracting
new customers and creating is to retain customer and grow their business with the company.
Marketers want to build strong relationships by consistently delivering superior customer value.
We will expand on the important concept customer relationship management later in the chapter.
SELECTING CUSTOMERS TO SERVE
The company must first decide who it will serve. It does this by dividing the market in to
segments of customers (market segmentation) and selecting which segments it will go after
(target marketing) .some people think of marketing management as finding as many customers as
possible and increasing demand. But marketing manager know that they cannot serve all
customers in every way. By trying to serve all customers, they may not serve any customers
well. Instead, the company wants to select only customer that it can serve well and profitably.
For example, Nordstrom stores profitable target families with more modest means.

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Some marketers may even seek fewer customers and reduced demand. For example, many
power companies have trouble meeting demand during peak usage periods. In these and other
cases of excess demand, demand, and companies may practice reduce the number of customers
or to shift their demand temporarily or permanently? For instance, to reduce demand for space on
congested expressways Washington, D.C., the metropolitan Washington council of Governments
has set up a web site encouraging commuters to carpool and use mass transit.
Thus marketing managers must decide which customers they want to target, and on the level,
timing and nature of their demand. Simply put, marketing management is customer
management and demand management.
MARKETING MANAGEMENT ORIENTATIONS
Marketing management wants to design strategies that will build profitable relationships with
target consumers. But what philosophy should guide these marketing strategies? What weight
should be given to the interests of customers, the organizations and society? Very often, these
interests conflict.
There are five alternative concepts under which organizations design and carry out their
marketing strategies the productions, product, selling, marketing, and societal marketing
concepts.
THE PRODUCTION CONCEPT
The production concept holds that consumers will favor products that are available and highly
affordable. Therefore, management should focus on improving productions and distribution
efficiency. This concept is one of the oldest orientations that guide sellers.
PRODUCT CONCEPT
The idea that consumers will favor products that offer the most in quality, performance, and
features and that the organizations should therefore devote its energy to making continuous
product improvements.

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SELLING CONCEPTS The idea that consumers will not buy enough of the firms’ products
unless it undertakes a large scale selling and promotions efforts.
MARKETING CONCEPTS The marketing management philosophy that holds that achieving
organizational goals depends on knowing the needs and wants of target markets and delivering
the desired satisfactions better than competitors do.
THE SOCIETAL MARKETING CONCEPT A principle of enlightened marketing that holds
that a company should make good marketing decisions by considering consumers wants the
companies’ requirements, consumers’ long-run interests, and society’s long run interests.
BUILDING CUSTOMER RELATIONSHIPS
The first three steps in the marketing process understanding the marketplace and customer needs,
designing a customer driven marketing strategy, and constructing marketing programs all lead up
to the fourth and most important step building profitable customer relationships
It needs to be emphasized at the very outset that there is no unified, tested and universally
established theory buying behavior. What we have today are certain ideas on buying behavior.
Some of these ideas are taken their cue from economics, others from psychology, and yet other is
drawn simultaneously from several of the social sciences. Professional researchers as well as
business firms have studied the subject extensively, contributing to a large assortment of
knowledge on buyer behavior. However, a universally accepted theory on the subject is yet to
emerge. It is with this understanding of the limitations of buyer behavior studies that we have to
precede further.
Buying behavior concerned with the activities and actions of people and organizations that
purchase and use economic goods and services, including the influences on these activities and
actions.
The Consumer’s Environment
The many environmental influences combine to form a total life setting for consumers.
Purchasing and using product and services are among the ways in which people respond to and

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interact with the world about them. Marketing managers must understand the live setting of
consumers to fully appreciate what consumers are trying to accomplish with particular purchase.
Only then can a company demonstrate the relevance of its marketing offer to customers by
showing how it will help them deal with their life setting. Ultimately, convincing customers of
the product offer’s relevance is crucial to sales growth in markets.
Marketing stimuli consist of the four Ps: product, price, place and promotion. Other stimuli
include major forces and events in the buyer’s environment: economic, technological, political,
and cultural. All these inputs enter the buyer’s black box where they are turned into a set of
observable buyer responses: product choice, brand choice, dealer choice, purchase timing and
purchase amount.
The marketer want to understand how the stimuli are changed into response inside the
consumer’s black box, which has two parts: First, the buyer’s characteristics influence how he or
she perceives and reacts to the stimuli; Second, the buyer’s decision process itself affect the
buyer’s behavior.

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CHAPTER-4
COMPANY PROFILE
Hero is the World's No.1 two-wheeler manufacturing company having the trust of more than 5
million customers. The company is a joint venture of Hero Cycles of India and Handa Motor of
Japan. Achiever, CBZ, CD Dawn, Karizma, Passion, Pleasure and Splendor are its famous
brands on Indian roads.
Type :- Public company
Founded :- January 19, 1984 in Gurgaon, Haryana, India
Headquarters :- New Delhi, India
Key people :- Brijmohan Lal Munjal JI,
Founder:- Mr. Brijmohan Lal Munjal JI, Chairman Mr. Toshiaki Nakagawa, Joint
Managing Director Mr. Pawan Munjal, Managing Director, CEO
Industry:- Automotive
Products :- Motorcycles, Scooters
Revenue :- U$ 4.9 billion 2019/Rs-34658 Crore.
Slogan :- Desh Ki Dhadkan
Website www.Hero.com

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Hero started out, as a joint venture between Hero Group, the world’s largest bicycle
manufacturers and the Hero Motor Company of India, has today become the world’s single
largest Two-Wheeler company. Coming into existence on January 19, 1984, Hero Motors
Corp.Limited gave India nothing less than a revolution on two-wheels made even more famous
by the ‘Fill it – Shut it – Forget it’ campaign.
Driven By the trust of over 5 million customers, the Hero product range today commands a
market share of 48% making it a veritable giant in the industry. Add to that technological
excellence, an expansive dealer network, and reliable after sales service, and you have one of the
most customer – friendly companies.
Brijmohan Lall Munjal – The king of the Road
The venerated patriarch and visionary of the Hero Group, Mr. Brijmohan Lall Munjal is a first
generation entrepreneur who started very small and through sheer hard work and perseverance
has today made his two-wheeler venture the world’s no.1 Two Wheeler Company.
Customer satisfaction, a high quality product, the strength of Hero technology and the Hero
group’s dynamism have helped HHML scale new frontiers and exceed limits.Hero, the brand
name synonymous with two-wheelers in India, is a multi-unit, multi-product, geographically
diversified, Group of Companies – the reflection of the steely ambition and indomitable grit of
the Munjal Family…
Mission Statement Of Brij Mohan Lall Munjal
“It’s our mission to strive for synergy between technology, systems and human resources to
produce products and services.
Hero has a reputation of being the most fuel-efficient and the largest selling Indian motorcycle.
Its commitment of providing the customer with excellence is selfevident. A rich background of
producing high value products at a reasonable price led the world's largest manufacturer of
motorcycles to collaborate with the world's largest bicycle manufacturer.

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It was this affinity in working cultures of Handa Motor Company of Japan and the Hero Group
that resulted in the setting up of Hero Motors Ltd. A relationship so harmonious that Hero has
managed to achieve indigenization of over 95 percent, a Hero record worldwide.
Tactical promotions and excellent marketing helped Hero establish itself as an intelligent
purchase. Its unique features like fuel conservation, safety riding courses and mobile workshops
helped the group reach in the interiors of the country.
Finance services helped facilitate purchase, as did an efficient dealer network across the country.
Well-entrenched in the domestic market, Hero Motors Ltd. turned its attention overseas, and
exports have been steadily on the rise.
Over the years, the Company has received its share of accolades, including the National
Productivity Council's Award (1990-91), and the Economic Times - Harvard Business School
Association of India Award, against 200 contenders.
Sales Performance
Dec2015 Dec2016 April2017-18 April 2018-19
Domestic 2225250 238822 1892540 2155479
Exports 5501 6282 43441 72815
Financials at a Glance
(Rupees in Crores)
PARTICURARS 2014-15 2015-16 2016-17 2017-18 2018-19
Total Income 3191 4539 5195 5997 7563
Profit Before Tax 377 694 885 1072 1217
Profit After Tax 247 463 581 728 810

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Total Debt 66 116 134 175 202
Net Fixed Assets 454 491 517 589 715
OPBIT*/Net Sales% 13.2 15.0 16.7 16.8 15.7
OPBT*/Net Sals*% 11.7 13.9 15.5 15.6 14.6
Dividend Per Share 3.0 17.0 18.0 20 20
Dividend Payout 26.7 75.5 69.8 61.9 56.3
Outlook
Hero will continue to provide Hero motors with full and latest technological support. Both of
them will develop and expand the two-wheeler business in the country. They agree to strengthen
model line up. Hero Motor Co. Ltd., India, renewed its Technical Collaboration Agreement for
another 10 years, uptill 2019. The previous renewal was in 1994 after the establishment in 1984.
Handa has strengthened its R&D facilities in India and together with R&D in Japan, it will
continue to provide Hero with the Leading Edge Honda Technology. According to Mr.
Brijmohan Lall, Chairman, Hero Motors Limited, Hero honda is a 'Showcase' of an ideal
partnership where both the partners have combined their unique strengths and have successfully
created the 'World's No. 1' two-wheeler company.
Company Flashback
Two-wheelers in India is a synonymous to the brand Hero , a unit of Hero Group. Established in
1984 as a joint venture of The Hero Group (India) and Honda Motor Co. Ltd. (Japan), Hero is
the 'world's No. 1' two-wheeler company.
Driven by the trust of over 5 million customers, the product range of Hero commands a market
share of approximately 50%. Starting with a sale figure of only 43,000 units in 1985-86, the
company has reached a high of 26, 21, 400 units in 2017-18. According to Pawan Munjal,

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Managing Director and CEO of Hero , the gap with its nearest rival, Bajaj Auto, is over a million
units in 2018-19.
On a compounded annual growth rate (CAGR) basis, the sales volume of the company have been
growing at 33% for the last 6 years (as stated in 2018-19) and the net sales value at 36% over the
same period. Parallel to it, the profit of the company have been growing at 50% CAGR.
The company enjoys debt free status since March 01 and had zero level of contingent liabilities
as of 31st March 03. The entire long term debt of Rs. 116 Cr. as on 31st March 03 represents an
interest free loan from the Government of Haryana on account of sales tax deferment, and has no
costs attached to it.
Service Statement
Hero ’s constant endeavor is to support the company’s mandate of providing highest level of
customer satisfaction by taking CARE of your motorcycle service & Maintenance through our
vast network of more than 1000 committed dealers & service outlets spread across the country.
Hero’s state-of-the-heart authorized workshop have well laid out standards for motorcycle
servicing supported by fully equipped infrastructure in terms of quality precision instruments,
pneumatic tools & a team of highly trained service technicians. Having your motorcycle serviced
at an authorized workshop ensures highest standards of service quality and reliability.
KEY POLICIES
Environment policy: Towards creating and preserving a cleaner environment Hero Motors Ltd.
Manufacturer of two-wheelers is committed to prevention of pollution, continual improvement of
our environment performance and compliance with all applicable environmental legislation and
regulations.
Towards this, we shall strive to:
❖ Create proactive environmental management systems that address all environmentally
significant aspects related to our products and process.
❖ Minimize the generation of waste and conserve resources through better technology and
practices, and

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❖ Promote environmental awareness amongst our employees and motivate them to fulfill
our commitments.
Hero pledges towards creating and preserving cleaner environment.
Quality policy:
Hero continues to firmly believe in providing the customer value for money, for years of their
products and services. This they shall maintain and improve.
In decision-making, quality, safety and service they give much consideration for productivity,
cost and delivery. Quality shall be built into every aspect of their work life and business
operations. Quality improvements and customer satisfaction shall be the responsibility of every
employee.
TPM POLICY
Hero adopts Total productivity maintenance as a means of creating a safe and participative
work environment in which all employees target the elimination of losses in order to
continuously enhance the capacity, flexibility, reliability and capability of its processes, leading
to higher morale and greater organizational profitability.
HERO BRAND
Their Brand Identity:
Hero Brand is the visual expression of their thoughts and actions. It conveys to everyone that
their intention is to constantly inspire confidence. Their customers are the primary audience for
their brand. Indeed, their brand identity is shaped as much always reinforces the distinctiveness
and the power of their brand. They can do this by living upon brand essence and by continuously
seeking to enhance their customer’s experience. In doing so, they ensure a special place for
ourselves in the hearts and the minds of their customers.

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Brand Essence:
❖ Our Brand Essence is the soul of our brand.
❖ Our Brand essence encapsulates our mission at Hero .
❖ It is the singular representation of our terms of endearment with or customers.
❖ It provides the basis on which we grow profitably in the market.
❖ Our Brand Essence is Excitement.
❖ Hero Honda strives to inspire confidence through excitement engineering.
❖ Blending together youthful creativity and competitive technology to exceed the spoken
and the implicit expectations of our customers.
❖ By challenging the given. By exploring the unknown and there by stretching ourselves
toward tomorrow, today.
Brand Values: We live our brand by its values of learning, innovation, perfection, speed and
Transparency. Hero will inspire confidence through excitement engineering.
Learning: Learning is how we ensure proactively. It is a value that embraces knowledge as the
platform for building well informed, reasoned a decisive action.
Innovation: Innovation is how we create the future. It is a value that provokes us to reach
beyond the obvious in pursuit of that which exceeds the ordinary.
Perfection: Perfection is how we set new standards. It is a value exhibits our determination to
excel by endeavoring to establish new benchmarks all the time.
Speed: Speed is how we convey clear conviction. It is a value that keeps us sharply responsive,
mirroring our commitment towards our goals and processes.
Transparency: Transparency is how we characterize ourselves. It is a value that makes us
worthy of credibility through integrity, of thrust through Sensitivity and of loyalty
interdependence.
Hero Group Companies Are:
❖ Hero Honda Motors Limited
❖ Hero Cycles Limited

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❖ Hero Auto Limited
❖ Munjal Showa Limited
❖ Majestic Auto Limited
❖ Hero Exports
❖ Munjal Auto Industries Limited
❖ Sunbeam Auto Limited
❖ Munjal Casting
❖ Highway Industries Limited
❖ Rockman Cycle Industries Limited
❖ Hero Cycles Cold Rolling Division
❖ Munjal Auto Components
❖ Satyam Auto Components Limited
❖ Hero Global Design
❖ Hero Honda Fin lease Limited
❖ Easy Bill Limited
❖ Munjal Sales Corporations
❖ Hero Financial Services Limited
BOARD OF DIRECTORS
No. Name of the Directors Designation
1. Mr. Brijmohan Lall Munjal Chairman & Whole-time Director
2. Mr. Pawan Munjal Managing Director & CEO
3. Mr.Vkram Kasbekar Executive Director Operations
(Plants ) &Chief Technology Officer (CTO)
4. Mr. Toshiaki Nakagawa Joint Managing Director
5. Prof.Jagmohan Singh Raju Non-executive & Independent Director
6. Ms.Tina Trikha Additional and Independent Director
7. Mr. Sumihisa Fukuda Technical Director
8. Mr. Om Prakash Munjal Non-executive Director
9. Mr. Sunil Kant Munjal Non-executive Director
10. Mr. Masahiro Takedagawa Non-executive Director

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11. Mr. Satoshi Matsuzawa
(Alternate Director to Mr. Takashi Nagai) Non-executive Director
12. Mr. Pradeep Dinodia Non-executive & Independent Director
13. Gen.(Retd.) Ved Prakash Malik Non-executive & Independent Director
14. Mr. Analjit Singh Non-executive & Independent Director
15. Dr. Pritam Singh Non-executive & Independent Director
16. Ms. Shobhana Kamineni Non-executive & Independent Director
17. Mr. Sunil Bharti Mittal Non-executive & Independent Director
18. Mr. Meleveetil Damodaran Non-executive & Independent Director
19. Mr.M.Damodaran Non Executive & Independent Director
20. Mr.Paul Edgerley Non Executive & Independent Director
21. Mr. Arun Nath Maira Non-executive & Independent Director
4.1 INTRODUCTION TO TWO WHEELER INDUSTRY
India is the second largest producer and manufacturer of two-wheelers in the world. Indian two-
wheeler industry has got spectacular growth in the last few years. Indian two-wheeler industry
had a small beginning in the early 50's. The Automobile Products of India (API) started
manufacturing scooters in the country.
Bikes are a major segment of Indian two wheeler industry, the other two being scooters and
mopeds. Indian companies are among the largest two-wheeler manufacturers in the world. Hero
and Baja Auto are two of the Indian companies that top the list of world companies
manufacturing two-wheelers.
The two-wheeler market was opened to foreign companies in the mid 1980s. The openness of
Indian market to foreign companies leads to the arrival of new models of two-wheelers into
India. Easy availability of loans from the banks, relatively low rate of interest and the discount of
prices offered by the dealers and manufacturers lead to the increasing demand for two-wheeler
vehicles in India. This lead to the strong growth of Indian automobile industry.
History

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The inspiration for arguably the first motorcycle was designed and built by the German inventors
Gottlieb Daimler and Wilhelm Maybach in Bad Cannstatt (since 1905 a city district of Stuttgart)
in 1885.[1] The first petroleum-powered vehicle, it was essentially a motorised bicycle, although
the inventors called their invention the Reitwagen ("riding car"). However, if one counts two
wheels with steam propulsion as being a motorcycle, then the first one may have been American.
One such machine was demonstrated at fairs and circuses in the eastern U.S. in 1867, built by
Sylvester Howard Roper of Roxbury, Massachusetts.
In 1894, Hildebrand & Wolfmülle r became the first motorcycle available for purchase. In the
early period of motorcycle history, many producers of bicycles adapted their designs to
accommodate the new internal combustion engine.
As the engines became more powerful, and designs outgrew the bicycle origins, the number
of motorcycle producers increased.
Until the First World War, the largest motorcycle manufacturer in the world was Indian,
producing over 20,000 bikes per year. By 1920, this honour went to HarleyDavidson, with their
motorcycles being sold by dealers in 67 countries, until 1928 when DKW took over as the largest
manufacturer.
After the Second World War, the BSA Group became the largest producer of motorcycles in the
world, producing up to 75,000 bikes a year in the 1950s. The German company NSU
Motorenwerke AG held the position of largest manufacturer from 1955 until the 1970s.
From the 1960s through the 1990s, small two-stroke motorcycles were popular worldwide, partly
as a result of East German Walter Kaaden's engine work in the 1950s.
Today, the Japanese manufacturers, Honda, Kawasaki, Suzuki, and Yamaha dominate the
motorcycle industry, although Harley-Davidson still maintains a high degree of popularity in the
United States. Recent years have also seen a resurgence in the popularity of several other brands
sold in the U.S. market, including BMW, KTM, Triumph, Aprilia, Moto Guzzi and Ducati.
Outside of the USA, these brands have enjoyed continued and sustained success, although
Triumph, for example, has been re-incarnated from its former self into a modern world-class
manufacturer. In overall numbers, however, the Chinese currently manufacture and sell more

32. 32
motorcycles than any other country and exports are rising. The quality of these machines is
asserted to be somewhat lower than their Japanese, European and American counterparts.
Additionally, the small-capacity scooter is very popular through most of the world. The Piaggio
group of Italy, for example, is one of the world's largest producers of two-wheeled vehicles. The
scooter culture has, as yet, not been adopted widely in North America.
Construction
Motorcycle construction
Motorcycle construction is the engineering, manufacturing, and assembly of components and
systems for a motorcycle which results in performance, cost and aesthetics desired by the
designer. With some exceptions, construction of modern mass-produced motorcycles has
standardised on a steel or aluminium frame, telescopic forks holding the front wheel, and disc
brakes. A one- to eight-cylinder gasoline powered engine coupled to a manual, five- or six-speed
sequential transmission drives the swingarm-mounted rear wheel by a chain, driveshaft or belt.
Key players in the Two-wheeler Industry :
After facing its worst recession during the early 1990s, the two-wheeler industry bounced back
with a 25% increase in volume sales in February 1995. The scooters are considered as family
vehicles. There are many two-wheeler manufacturers in India. Major players in the 2-wheeler
industry are Hero Motors Ltd (HHML), Bajaj Auto Ltd (Bajaj Auto) and TVS Motor Company
Ltd (TVS). The other key players in the two-wheeler industry are Kinetic Motor Company Ltd
(KMCL), Kinetic Engineering Ltd (KEL), LML Ltd (LML), Yamaha Motors India Ltd
(Yamaha), Majestic Auto Ltd (Majestic Auto), Royal Enfield Ltd (REL) and Honda Motorcycle
& Scooter India (P) Ltd (HMSI).
Types of Two-wheelers in India :
There are mainly three types of two-wheelers available in India. They are Motorcycles, Scooters
and Scooterettes/Mopeds.
Motorcycles in India :

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Bikes comprise a major segment of Indian two wheeler industry. Some of the major two wheeler
auto player who have their share in the two wheeler bikes industry are as follows:
Company : Bajaj Auto Ltd
• Bajaj Avenger
• Bajaj CT 100
• Bajaj Platina
• Bajaj Discover DTSi
• Bajaj Pulsar DTSi
• Bajaj Wave
• Bajaj Wind 125
• Sonic DTSi
Company : HERO
• Hero Achiever
• Hero CD Dawn
• Hero CD Deluxe
• Hero Glamour
• Hero Glamour-Fi
• Hero Karizma
• Hero Passion Plus
• Hero Pleasure
• Hero Super Splendor

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• Hero Splendor NXG
• Hero CBZ X-Treme
Company : Kinetic Motor Company
• Kinetic Aquila
• Kinetic Boss
• Kinetic Challenger
• Kinetic Comet
• Kinetic GF
• Kinetic Stryker
Company : TVS MOTOR
• TVS Apache
• TVS Centra
• TVS Fiero
• TVS Star
• TVS Victor
Company : Yamaha Motor India
• Yamaha CruxS
• Yamaha G5
• Yamaha Gladiator
Scooters in India :

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The scooter and the scooterette share in the Indian two wheeler market is 13.4%. The main
models available in India are Bajaj Chetak, Honda Eterno, Kinetic Blaze, LML NV SPL and
LML Select II.
Scooterettes/Mopeds :
TVS Motors launched India's first 50cc, 2 seater moped: TVS Moped 50. TVS also launched
India's first indigenous scooterette: Scooty in 1994. This segment has about one-fourth share in
the Indian two wheeler industry. The major models available in India are Bajaj Wave, Bajaj
Kristal DTSi, Bajaj Blade DTSi, Hero Pleasure, Kinetic Kine, Kinetic 4S, Kinetic Nova, Kinetic
Zoom, Kinetic V2 Range, Kinetic King 100, Kinetic Luna Super, Kinetic Luna TFR, Yo Smart,
Honda Dio, Honda Activa, TVS Scooty and TVS XL.
PRODUCTS PROFILE
Hero Passion Plus
With the maximum power of 7.5 PS @ 8000 rpm, this comes with 4 stroke single cylinder air-
cooled OHC engine. Its tubular double cradle frame along with its 9 new two-tone body colors
and two tone front fenders give its style statement to the extremely finicky bike lovers. To
mention few more styling features, this bike is equipped with body color rear view mirror,
aluminum die cast rear grip, heat protector on the muffler, and new dials in the instrument panel
etc.
Its enough luggage space with locking facility, lockable seat and helmet holder are the important
features for rider's convenience. Comfort of the journey is defined by the arrangement of
adjustable rear cushion, wide and spacious seat and broad rear tyre.
Its wider wheel base provides proper safety to the biker. Safety of riding is further taken care by
the arrangement of several lighting fitting like position lamp, side reflector, headlight with
halogen lamp, multi reflector winker etc.

36. 36
It is found in different colors:
• Moon Yellow
• Cloud Silver
• Amranth Maroon
• Tornado Grey
• Tahitian Blue
• Black with Magna Red Stripes
• Black with Purple Stripes
• Candy Blazing Red
• Turquoise Blue
• Tasmanian Green
TECHNICAL SPECIFICATIONS OF HERO PASSION PLUS
Dimension&Weight
Overall height 1060mm
Overall lenth 1980mm
Overall width 720
Wheelbase 1235mm
Ground 160mm
Kerb weight 116kg
Fuel Tank Capacity 12.8 litre

37. 37
No. of cylinders Single Cylinder
Displacement 97.2 cc
Electrical 12 V-2.5 Ah
Transmission
No. of Gears 4 Speed Constant Mesh
Clutch Multi-Plate Wet Type
Performance
Maximum Power 7.5 PS @ 8000 rpm
Start Kick Starter
Suspensions
Front Telescopic Hydraulic Fork
Rear Swing Arm with 5 step adjustable hydraulic damper
Brakes
Front Internal Expanding Shoes
Type 130mm/ Hydraulic Disc Type (Optional)
Rear Internal Expanding Shoes Type 130 mm
Tyres
Front 2.75 x 18” - 4 PR / 42 P
Rear 3.00 x 18” - 4 / 6 PR
1) Hero ’s new glomour

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2) Hero ’s new glomour embraces the contemporary black theme but now it looks more like a
glamour
3) Hero GLOMOUR is available in six colours - sports red, Black & sports red, Force silver,
Vibrant blue, palace maroon and Black & Frost blue
4) Hero GLOMOUR features new graphics, body coloured rear grip, 5 spoke alloy wheels, all
black engine and yellow black instrument panel like new karizma
VEHICLES
Some like our looks; some go for speed and power. The truth is, our motorcycles have it all –
style, speed, performance, comfort and safety. So go ahead and make your choice, whichever
bike you go for, you are in for a great ride
Hero Splendor
Hero Splendor is one of the largest selling motorcycle in the world. The bike specializes in dual
use motorcycles that are underpower but very fuel efficient. It is an executive segment
motorcycle specially made for the office goers

39. 39
Technical Specifications
Dimension & weight
Overall height 1040 mm
Overall length 1950 mm
Wheelbase 1230 mm
Ground Clearance 159 mm
Kerb weight 100.3kg
Fuel Tank Capacity 10.5 litres
Engine
Type 4 - Stroke, air cooled
No. of cylinders 1
Displacement 97.2 cc
Electrical 12V-2.5AH
Company Stroke Maximum Power Displacement
Hero Motors Ltd 4-Stroke, air
cooled
7.1 bhp/ 8500 rpm 97.2 cc

40. 40
Transmission
No. of Gears 4 - speed
Performance
Maximum Power 7.1bhp/8500rpm
Start Kick start/self
Suspension
Front Telescopic hydraulic fork
Rear Hydraulic spring loaded type with both side action.
Tyre
Tyre (front) 2.75 x 18-4 PR
Tyre (rear) 2.75 x 18-6 PR
Brakes
Type of brake (front) Drum type (130 mm Diameter)
Optional: Disc type (240 mm Diamter)
Type of brake (rear) Drum type (110 mm Diameter)
Hero CD-Dawn
Value Nayae Zamane Ki
Hero CD-Dawn is the true-value 4 stroke 100 cc motorcycle from the company. It has strong
features of fuel efficiency, economy and rock-solid dependability. The bike comes in unique
suspension, which smoothens and absorbs the bumps on unkind roads and provides a continuous
riding comfort. As a whole it ensures an exceptionally stable ride.

41. 41
The Hero CD-Dawn is well equipped with standard suspension set-up of telescopic hydraulic
fork at the front and it has a swing arm with hydraulic shock absorbers at the rear. The bike
ensures a stable hassle-free ride with the double tubularcradle frame. If we talk about the style, it
features a rectangular multi focal reflector headlight.
Company Stroke Maximum Power Displacement
Hero Motors Ltd. 4-Stroke 5.44 kw (7.4 PS) at 8000 rpm 97.2 cc
Technical Specifications of Hero CD-Dawn
The given table will give full information about the technical specification of the car like the
dimensions & weights, the engine, suspension, brakes, tyres and other such related information.
Dimensions & Weights
Length 1980 mm
Width 720 mm
Height 1045 mm
Wheel base 1230 mm
Ground clearance 150 mm
Kerb Weight 108 kg
Fuel Tank Capacity 10.5 Litre

42. 42
Engine
Type Air - Cooled , OHC
Stroke (2/4) 4-stroke
No. of cylinders Single cylinder
Displacement 97.2 cc
Electrical 12 V, 2.5 Ah
Bore x stroke 50.0 mm x 49.5 mm
No. of Gears 4 - speed constant mesh
Clutch Multiplate, wet
Suspension
Front Suspension Telescopic hydraulic shock absorber
Rear Suspension Swing arm with hydraulic shock absorber
Brakes
Front Brake Drum brakes, 110 mm
Rear Brake Drum brakes, 110 mm
Tyres
Front Tyre Size 2.75 x 18-4 PR Size
Rear Tyre Size 2.75 x 18-6 PR Size
Performance
Maximum Power 7.4 PS @ 8000rpm
Max. Torque 0.79 Kg-m @ 5000 rpm

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Start Kick Start
Hero CD Deluxe
Jiyo Deluxe... Chalao Deluxe
The Hero CD Deluxe is a 100 cc bike with a new front bikini fairing and graphics. The bike
comes in style with a halogen-equipped MFR headlight. It has the same frame and engine as of
earlier CD 100 series, so one can expect it to be well-built and reliable. The wheelbase of the
bike is 1230 mm and the fuel tank has the capacity of 10.5 litres.
Company Stroke Maximum Power Displacement
Hero Motors Ltd. 4-Stroke OHC 5.44 kw (7.4 PS) at 8000 rpm 97.2 cc
Technical Specifications
Dimensions & Weights
Length 1970 mm
Width 720 mm
Height 1045 mm
Wheel base 1230 mm
Ground clearance 159 mm

44. 44
Kerb Weight 108 kg
Fuel Tank Capacity 10.5 Litre
Engine
Type Air - Cooled , OHC
Stroke (2/4) 4-stroke
No. of cylinders Single cylinder
Displacement 97.2 cc
Electrical 12V, 35/ 35 Watt AC
Bore x stroke 50.0 mm x 49.5 mm
No. of Gears 4 - speed constant mesh
Clutch Multi Plate Wet Type
Suspension
Front Suspension Telescopic hydraulic fork
Rear Suspension Swing Arm with Hydraulic Shock Absorbers
Brakes
Front Brake Drums brakes, Internal Expanding Type - 130 mm Dia
Rear Brake Drums brakes, Internal Expanding Type - 110 mm Dia
Tyres
Front Tyre Size 2.75
Rear Tyre Size 2.75
Performance

45. 45
Maximum Power 5.44 Kw / 7.4 PS @ 8000 rpm
Max. Torque 0.79 Kgm @ 5000 rpm
Start Kick Sta
DEALER PROFILE (ADITYA MOTORS)
ADITYA MOTORS PVT LTD is dealership type of business. ADITYA MOTORS PVT LTD.,
is established on 21st March 2003. The business is running by only one man. The owner name is
ADITYA GRUOP the firm is located at Habsiguda in Hyderabad. Generally the sale will be
either on cash basis or on institutional basis. Bank like ICICI, HDFC and CENTURION are
providing loans to customers.
ADVERTISING STRATEGY OF ADITYA MOTORS: They are giving the Adds through
newspapers, wall paintings, hoardings and field staff. They are upgrading sales by introducing
the schemes, group bookings, institutional sales and customer door-to-door activities.
CATEGORIZATION OF STAFF MEMBERS: Staff members are categorized for
technicians, 25 members are allotted for field staff, 5 members are recruited for sales for persons,
5 persons are placed for evaluating for spare parts, 5 members are allotted for managerial
accounts and another 3 persons for cash transaction and other members are allotted for remaining
work.
CUSTOMER RELATIONSHIP: To entertain the customers the showroom providing a
customers huge having pool game, Internet facility and television with home theatre system.
They provide bike maintenance programs on every week.
According to other dealers ADITYA motors in first in sales and best in service. They treat
customer, is the very important person At aditya motors customer satisfaction is their motto,
why because, the well satisfied customer is the best advertisement. They provide better value for
the customers and as well as employees also. At ADITYA motors the customer is the boss.
SALES STRATEGY OF ADITYA MOTORS:

46. 46
Averagely they are selling 25 vehicles per day. ADITYA motors PVT LTD. Is the A.P s No.1
dealership in sales and other Activities? It is a QLAD (quality leader through quality dealer). At
aditya motor they gave the quality service to the customers why because “The cost is long
forgotten but the quality is remembered for ever”. They treat quality has a...
Q - Quest for excellence
U - Understanding customer’s needs
A - Action to achieve customer’s appreciation
L - Leadership determined to be a leader
I - involving all the people
T - Team Spirit to work for a common goal
Y -Yard sticks to measure programs.
WARRANTY ON PROPRIETARY ITEMS:
Warranty on proprietary items like Tyros, Tubes and Battery etc, will be directly handled by the
respective original manufactures (OEM’s) except AMCO for batteries and Dunlop and Falcon
Tyres and Tubes. In case of any defect in proprietary items, other than the above two mentioned
OEM’s the dealers must approach the branch office dealer of the respective manufacturers. For
AMCO batteries and Dunlop and Falcon Tires, Tubes claims will be accepted at our authorized
dealership. As per the mutually agreed terms and conditions between HERO and of these two
OEM’s in case the claim is not accepted for invalid reasons. Then the claim along with the
refusal note from the OEM can be sent to the warranty section at Gorgon plant after due to
recommendation of the area service engineer.
❖ If any of the six free services or subsequent paid services is not availed as per the
recommended schedule given in the owner’s manual.

47. 47
❖ If HERO recommended engine oil is not used.
❖ To normal wear & tear components like bulbs, electric wiring, filters, spark plug, clutch
plates, brake shoes, fasteners, shims washers, oil seals, gaskets, rubber parts (other than
tyre and tube) plastic components, chain & sprockets and in case of wheel rim
misalignment or bend.
❖ If there is any damage due to modification or fittings of accessories other than ones
recommended by HERO .
❖ If the motor has been used in any competitive events like tracking Races or Rallies.
❖ If there is any damage to the painted surface due to industrial pollution or other
extraneous factors
❖ For clams made for any consequential damage due to any previous malfunction.
❖ For normal phenomenon like noise, vibration, oil seepage, which do not affect the
performance of the motorcycles.
❖ If there is any damage caused due to usage of improper oil, grease, nongenuine parts.
❖ For motorcycles which have been used for any commercial purpose as taxi etc.
❖ For maintenance repaired due to misuse while driving or due to adulteration of oil, petrol
or due to bad road condition.
❖ For consumable oil, grease etc. used during free services or used during warranty repairs.
❖ If any part of the vehicle is tampered repaired by unauthorized person or workshops etc.
❖ For motorcycles not using accordance with the owner’s manual supplied with each
motorcycle by HERO .
All HERO motors are warranted for a period of 2 years or 30000 kilometers from date of
purchase, whichever is earlier. This is i.e., 1st April 2001. It is mandatory for The customer to
avail all free and paid services as per recommended schedule to be eligible for the warranty
benefits. That the customers have to be ensuring that each paid service is availed with in 60 days
from the date of previous service or as per the recommended schedule. If a defect is observed in
any HERO motorcycle, Hero Honda’s only obligation/liability is to repair or to replace those
parts. Which are considered to be the cause of malfunction free of charge of both labor and

48. 48
material, when HERO acknowledges that such malfunction as not come out of misuse or
improper handling etc. such defective motor cycles should be brought to the nearest HERO
dealer or authorized service center by the owner for necessary inspection and subsequent repairs.
✓ SOCIAL SERVICE ACTIVITIES
ADITYA motors participate and conduct social service activities. Recently the phoenix motors
organized a BLOOD DONATION CAMP for the trust on 21st January 2016. They motivated on
the customers to participated in this camp and also provide certificate for the customers

49. 49
CHAPTER-5
SCOPE OF THE STUDY/ LIMITATIONS
LIMITATIONS:
In undertaking the study, the researcher encountered certain problems. Firstly, the respondents
were not available readily and the data collected as per the convenience of the respondents.
Secondly, the organizational policies had its influence on the respondent’s opinions at the time of
collection of data. Thirdly, the limitations of sampling had an effect on the study as it was
concentrating on a particular segment of organizations.
The sample size is restricted to 100 respondents only.
❖ Due to certain constraints, the survey is limited to the twin cities to Bhubaneswer and
Cuttack.
❖ The survey cannot be generalized to rural areas as it is limited to twin cities only.
❖ Some respondents did not provide the requisite information pertaining to the
questionnaire

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CHAPTER-6
RESEARCH METHODOLOGY
The systematic design, collection, analysis, and reporting of data relevant to a specific marketing
situation facing an organization
DEFINING THE PROBLEM
Defining the problem and research objectives is often the hardest step in the research process.
The marketing problem on which the survey is expected to focus should be clearly defined.
Before this clear definition is possible, it may be necessary to undertake some exploratory
research into certain aspects of the client's business. Example, the sale organization methods of
publicity, distribution arrangements etc., in an attempt to pinpoint areas of significance of the
inquiry. Preparatory work of nature carried out conscientiously and objectively, is an essential
element in the systematic study of marketing problems. Management and researchers should
work closely together in this crucial task of developing survey objectives.
DEVELOPEING RESEARCH PLAN:
A research design is purely and simply the frame work of plan for a study that guides the
collection and analysis of the data. It is a map or blue print according to which the research is to
be collected. The research design specifies the methods for data collection and data analysis.
The researcher specifically pinpoints that to carry out the research properly.
1. How the data be collected.
2. Which instruments for data collection would be used, and
3. What sampling plan would be used?

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The researcher has to carefully decide and make a choice from the group of different alternatives
available to him
FIELD WORK/DATA COLLECTION:
This stage will be central point of the research activities. An effective sampling plan would have
been devised in stage two and the efficiencies of various methods of collecting data would have
been evaluated. At this stage, the survey methodology has to be put into proactive. Since time
constraints an inevitable, it would be advisable to plan operations on a time schedule. Since so
much of the efficiency of the company research progress depends on reliable and valid data
being gathered by research, activities during this stage of research should be carefully planned
and executed.
DATA ANALYSIS AND EVALUATION:
The data analysis and evaluation of the fourth step in the Research process. The data are first
edited, ceded and tabulated for the purpose of analyzing them. The editing, coding and tabulating
is a most when the interviewer has amassed a huge amount of data concerning the Research
project at hand. The analysis can be conducted by using simple statistical tools like percentages,
averages and measures dispersion. The collected data may be analyzed by using diagrams,
graphs, charts, picture Etc., Finally meaning data may be extracted from the analysis thus
conducted.
REPORTS PRESENTATION:
The last state in the research process should be done thoroughly. During the preceding stage
research will be planning how to present their findings. Tables, graphs and other diagram data to
illustrate the principle findings of the researchers.
RESEARCH INSTRUMENTS
Marketing research has a choice of two mail research instruments in collecting the primary data.
They are questionnaires and mechanical devices.

52. 52
QUESTIONNAIRE
It is a formalized instrument for asking information directly from the respondent concerning
behavior, demographic characteristics, level of knowledge and or attitude, belief, and feelings.
Because of its flexibility, it is by and large the most common instrument used to collect the
primary data.
Questionnaires contain two types of questions or a combination of Closed-End questions and
Open-End questions. Closed-end questions include all the possible answers, and subjects make
choices among them. Open-end questions allow respondents to answer in their own words. In
this research I used Closed-end questions and Open-end questions. In Closed-end I used multiple
choice questions, Rating scale question and Dichotomous questions.
SAMPLING DESIGN
After deciding the research approach and instruments research must design the sample from
which the data is to be collected. Thus, the research has to decide whether he will conduct a
census or a sample survey to collect the data needed for his study.
In this project sample survey method has been taken i.e. only a portion of whole population is
surveyed.
SAMPLING SIZE
Sampling size is the number of people being surveyed. In my research, 50 consumers are my
sample size.
SAMPLING PROCEDURE
In my survey, I selected consumers randomly in the petroleum outlet who visited for their two-
wheelers. Therefore, it is random sample.
CONTACT METHOD
Once the sampling plan has been determined, marketing research must decide how the consumer
should be contacted. The choices are mail, telephone or personal interview.

53. 53
In my research I had done personal interviewing. It is most versatile of the three methods
because we can ask more questions and can record additional observations about the respondent.
SECONDARY DATA:
It is the data were collected for another purpose and already existing. Secondary data provide a
starting point for research and offer the advantage of low cost and ready availability. The various
sources from which secondary data is collected are
1. Company profile and records.
2. Magazines.
3. News papers
4. Reference books related to subject.
The sample size of survey is only 100 respondents.

54. 54
CHAPTER-7
DATA ANALYSIS
&
INTERPRETATION
Analyzed survey report
1. Specify your Education:
a) Non-Graduate b) Graduation
c) PostGraduate d)Postgraduation
Professional
Qualification of the customer No of customers
Non-Graduate 16
Graduation 29
Post Graduate 35
Post graduation professional 20
0
5
10
15
20
25
30
35
No
of
customers
Qualification of customers

55. 55
Interpretation: The above table shows out of 100 respondents, non- Graduates are using 11%,
Graduates are using 30%, Post-Graduates Are using 33%, and post graduate professionals are
using 26%. Most of the respondents are Post-graduates with 33%.
2. Specify your Occupation:
a) Student b) Employee c) Self Employee
Occupation of the customer No of customers
Student 34
Employee 42
Self Employees 24
Farmers 20
Interpretation: From this question we come to know that many customers of the Hero are
employees. Next comes to the students. This question is framed to know the major segment of
customers for the Hero .
0
10
20
30
40
50
No
of
customers
Occupation of customers

56. 56
3. Specify your Income level:
a) 5000-10,000 b) 10,000-15,000
c) 15,000-20,000 d) 20,000above
Income level of the customer No of customers
5000-10,000 37
10,000-15,000 32
15,000-20,000 22
20,000above 9
Interpretation: This question is meant to know the income level and economic status of the
customers who are purchasing the Hero , From the analysis of the above data we come to know
that majority of the customers lay between 5,000-10,000 earning income group.
4. Could you let me know when did your purchase your bike (herohonda)
a) < 6months
b) 6-1years c) 1-2years d) > 2years
0
10
20
30
40
No
of
customers
Income level of customers

57. 57
Time period No. of customers
Below 6 months 25
6-1 years 22
1-2 years 30
Above 2 years 23
Interpretation: From the above analysis we come to know that most of the customers have
purchased the Hero bike before 1-2 years. From this we can know how well the promotional
strategies from the past 1year are.
5. Do you own any other bike other than Hero ?
a) yes b) No
Customers reply No of customers
Yes 60
No 40
0
10
20
30
Below 6
months
6-1 years 1-2 years above 2
years
Time period

58. 58
Interpretation: The above table shows out of 100 Respondents, 60% respondents had the bike
before this bike and 40% respondents don’t had any bike before this bike. Most of the
respondents had the bike before this bike with 60%.
6. Which type the Two Wheeler do you possess ?
a) Moped b) Scooter c) Bike
Type of vehicle No. of customers
Moped 15
Scooter 20
bike 25
NO
60%
YES
40%
Customer Response
0
5
10
15
20
25
Moped Scooter Bikes
No
od
customers
Type of wheeler

59. 59
Interpretation: from the above analysis we come to know the customers earlier usage of
vehicle. Most of the customers used the bikes before purchasing this bike. More than 40% of
the customers used to have only bikes earlier.
7. Would you tell me why you brought Hero Honda?
a) Technology b) Style, look d) After sale services
e) Brand image
Customer Opinion No. of customers
Technology 14
Style, look 18
After sale service 3
Brand image 9
Interpretation: This question is meant to know the customers preference and their likes for
shifting to Hero .Most of the customers who are using the Hero Honda preferred Hero only
because of its mileage.
0
2
4
6
8
10
12
14
16
18
Technology Style look After sale
service
Brand
image
No
of
customers
customer preference

60. 60
8. What factors that influenced you while purchasing Hero Honda?
a) TV ads b) Paper ads
c) Friends d) Test Drive
Influencing factors No. of customers
TV ads 26
Paper ads 16
Friends 55
Test Drive 3
Interpretation: This question is meant to know the source of awareness for customers
regarding the bike.Most of the customers of hero came to know about the bike through friends
and relatives.
0
10
20
30
40
50
60
TVS ads Paper ads Friends Test Drive
No
of
customers
Influencing factors

61. 61
9. While purchasing hero honda which other brands of bike did you consider?
a) Bajaj Pulsar b) TVS Apache
c) Honda Shine d) any other___________
Bike considered by customers No. of customers
Bajaj Pulsar 42
TVS Apache 12
Honda Shine 12
Any other 34
Interpretation: The tough competitors for the hero honda in the market are know from the
above question. Most of the customers considered Bajaj pulsar, while purchasing the hero.
10.Did your choice of selection of the bike met as per your expectations?
a) Very Much b) To large extent
0
5
10
15
20
25
30
35
40
45
Bajaj pulsar TVS Apache Honda Shine Any other
NO
OF
CUSTOMERS
NAME OF THE BIKES

62. 62
Customers response No of customers
Very Much 82
To large extent 18
Interpretation: We can know whether the customer is satisfied or not with the performance of
the bike from the above question. Majority of the customers i.e. more than 80% of the customers
are very much satisfied with the performance of the Hero .
11.How would you rate your overall satisfaction about after sales services?
a) Extremely satisfied b) Satisfied
c) Some what satisfied d) not satisfied
Customers response No. of customers
Extremely satisfied 28
Satisfied 60
Some what satisfied 9
Not satisfied 3
82%
18%
PRODUCT PERFOMANCE
VERY MUCH
TO LARGE EXTENT

63. 63
Interpretation: The service quality of the dealer is known from the question. Most of the
customers are satisfied with after sale service, only a very few customers infer that they are not
satisfied with the after sale service.
12. In your opinion how can dealer attract and satisfy the existing customer?
a) Gift offer (during special occassion)
b) Extend service period
c) Toll free number (for emergency)
d) Any other_______________
Offers No. of customers
Gift Offer (during special occassion) 38
Extend service period 42
0
10
20
30
40
50
60
EXTREMELY
SATISFIED
SATISFIED SOME
WHAT
SATISFIED
NOT
SATISFIED
NO
OF
CUSTOMERS
CUSTOMER REACTION

64. 64
Toll free number (for emergency) 15
Any other 5
Interpretation: Most of the customers expect for extension in the free service period given by
the dealer. From this question we come to know the most favorite offer liked by the customers.
13.Would you like to suggest the Hero Honda Bike to others?
a)Yes b) No
Customer response No. of customers
YES 92
NO 8
0
5
10
15
20
25
30
35
40
45
Gift
Offer(during
special
occasion)
Extent service
period
Toll free
number(for
emergency)
Any other
no
of
customers
OFFERS

65. 65
Interpretation: Most of the customers inform that they suggest the Her Hero bike to their
friends and relatives. From this we come to know how buzz marketing or word of mouth helps
in promoting the product in the market.
92
8
customers response
YES
NO

66. 66
CHAPTER-8
FINDINGS
As a result of the research work and the subsequent interaction with the consumers in the market
an in-depth study report of motorcycle market was made. The study reveals the exact position of
motorcycle companies and response of consumers to their perception tool. Market condition
could be observed minutely and closely enabling me to formulate my views and opinion about
the market.
The major observations and findings:
❖ More than 45%of the respondents felt the ownership of Motor cycle as necessity, while
30% of them felt it is as comfort. 10% of the respondents felt it is as luxury and 15% of
respondents felt it is as status.
❖ 49%of the respondents were satisfied with the after sales service of Hero , while 44% felt
it as good, 5%as bad and2% as excellent
❖ 65%of the respondents felt that the price of Hero as economical, while 04%of them felt
it as expensive and 31% of them felt that the price as moderate.
❖ When asked about the opinion on Hero motorcycles advertisement 31% have not seen
the advertisement, while69% have seen the advertisement and gave their opinion as 17%
as excellent, 48%as very good and 30%as ok.

67. 67
❖ There are many criteria’s considered by customers while choosing the motorcycle
company or particular model. Here I found, 38%customers considered mileage factor
while selecting any variety.
❖ Customers have right to expect from company. 32%customers expect long service from
the company.
❖ With out proper motivation no one will buy the particular motor cycle it is found that
23% customers affected by work of mouth, 16% by sales man, 54% by reliability and
07% by dealers.
❖ It is observed that Hero Honda is a market leader in motorcycle industry.

68. 68
CHAPTER - V
SUGGESTIONS
❖ Target segment for bikes should be below the age group of 25-35 years.
❖ Please upgrade the 100cc Passion plus bike to 125cc bike and also introduce the
bike in to market with a self starter engine
.
❖ At high speed body of the Passion plus are shaking.
❖ Maintenance is heavy.
❖ Gear problem exists in Splendor.
❖ In Passion plus problem is with head light focus.
❖ Pick up should be increased to all bikes, especially in Passion plus.
❖ Weight of new Passion plus 2015 is very low, it should be increased.
❖ Compared to the old Passion plus model the new models labels and colors are not
good. It must be rectified.
❖ The new Passion plus launched into the market is of old style and old model, so
please upgrade the bike with new look and style.

69. 69
❖ The company throughout its R&D needs to improve fuel efficiency of all bikes.
❖ Road show, participations in Industrial exhibitions and sales campaigns need the be
conducted regularly.
❖ The quality of the new Passion plus has drastically reduced when compared to the
old Passion plus, so please try to rectify it.
❖ Most of the customers are asking for extended service period.
❖ To retain the old customers, the company has to give them surprise gifts on
special occasions like birthdays and festivals etc.,
For servicing:
❖ Mechanics should call back the customers if they find any problems in the vehicle
during servicing.
❖ At least one experienced mechanic should be appointed in order to cope up with
mileage problem.
❖ Number of mechanics should be increased.
❖ The service men are using the customer’s bikes for their own purpose when the
customer gives the bikes to the service. This must not be done by them,
management should take proper steps to avoid this kind of actions.
❖ The service men at the authorized dealers are unable to take care of the bike and
they are unable to resolve the queries and the problems told by the customers
regarding the bikes.

70. 70
CONCLUSION
Market of Hero is very wide. Lot customers have been satisfying
with the different models of bikes and their good service. Customers satisfied with the
price of hero bike which will suitable for their economical levels Company should
aim at advertising not only to capture the market but also strive in retaining such captured
market. The company should take survey for the benefit of the company. It was found
even though company performing well; there is lot of market to be captured.
Hero got a brand name in the customers and in the market also Thus
Business world is trying to get closer to the customers by adapting a key survival
strategy. “Don’t just sell, but satisfy: Don’t just satisfy but pamper don’t just pamper, but
charm your customers.

71. 71
CHAPTER-9
BIBLIOGRAPHY
REFERENCE BOOKS:
PRINCIPLES OF MARKETING KOTLER, ARMSTRONG
MARKETING RESEARCH G.C.BERRY
WEBSITES:
www.hero.com
www.adityaindia.com
www.wikipedia.com
AUTOMAGAZINES:
OVERDRIVE
NEWS PAPERS:
THE TIMES OF INDIA
THE HINDU