bheema ready project

7/29/2019 Bheema Ready Project

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EXECUTIVE SUMMARY

The Indian two wheelers industry has grow from a meager 900

vehicles in 1950 to a staggering figure of over 1.5 million vehicles in 1988.

The group of India enters into collaboration with Honda group of Japan

on January 19, 1984 and started with the name of Hero Honda a successful

two wheelers manufacturing company in four stroke vehicles.

The Hero Honda company is having 11 different verities of products as

fallows;

Splendor+, Karizma, CBZ Extreme, Achiever, Passion +, CD-Down, Pleasure,

Super Splendor, Glamour, CD Deluxe, Achiever.

The research conducted in the realm of two wheelers reflects that

the total respondents 100 per cent sample respondents own Hero Honda

brand vehicles.

In todays dynamic and competitive marketing world marketer trying to

fulfill the needs and wants of customers in a effective ways better than the

competitors .Now the ultimate aim of the marketer is not only to sell his

products along with that he is trying to defeat the competitors of the same

sector. Through marketing survey we can easily find out the market

potentiality of each company as well as we can know the marketing strategies

adopted by the companies to become No.1.

This project is a small effort towards understanding theCustomer satisfaction towards HERO HONDA in Gulbarga City.

This project report is mainly focused on Market of Hero Honda in Gulbarga

City. The people met were all types of customers like Students, Employees,

Government Servants and others.

DEPARTMENT OF MANAGEMENT STUDIES.TUMKUR TUMKUR UNIVERSITY

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Hero Honda Motors (India) Ltd. is the World's biggest manufacturer of

motorcycles (by quantity). Starting as a bicycle company, it set up a 50/50

joint venture, set up in 1984 with Honda Japan, to manufacture and sell

motorcycles in India. Honda brought in the technological know-how and Hero

the India presence, and the local manufacturing ability.

Hero Honda Motors captured the market for motorcycles in India, by

offering an affordable 4-stroke, 100 CC motorcycles that was extremely fuel

efficient.

They also established dealerships al over the country even rural areas

The strategy of Hero Honda Motors was to capture the market by offering a

superior product at an affordable price, with excellent customer service.

(Rightcost)

The strategy has been successful to date and Hero Honda Motors

(India) Ltd. is the dominant market leader with over 50% of market share,

ahead of closest competitors Bajaj (Kawasaki JV) and TVS-Suzuki.

The market is showing signs of maturing, with a reduction in business

growth.

So it is important for a company to know how customer perceives and

satisfied their products, service or the organization as a whole. The

understanding of customers satisfaction is very difficult and vital task for the

company. If the company makes an attempt to find the customersatisfaction, it is easy to offer the service according to customer.

To determine the customer satisfaction level towards the services of to

Sri Venkatesh automotives Gulbarga improve their quality of services.


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CHAPTER-1

INTRODUCTION

The Indian two wheelers industry has grown from meager 900 vehicle

in 1950 to staggering figure over1.5million vehicles in 1988, with petrol price

costing eight times as much as 15 years ago, few persons now a days afford

to maintain a car .The opinion is either to own two wheeler or aviate for

public transportation system .But the service offered by public transport in

different cities, by and large had deteriorated and thus covalence and

independent in traveling short distance it is also a status symbol of the middle

class people are urban and semi-urban region.

Beyond 1950s the motorcycle were manufactured in our country itself

by using simple technology low engine capacity etc.After1980s when the

government introduces liberal import licensing policy the Hero group made

collaboration with Honda Group of Japan and started with the name Hero

Honda a successful two wheeler manufacturing company .after the

collaboration the company had increased its vehicle CC capacity, engine

capacity and mileage and they enter in to four stroke and today they are the

Indias No1.Manufacturer of two wheelers.

Following is the criteria of Hero Honda in two wheelers market which

have made in to be world No1 price, after sales service .Aesthetic works, fuel

efficiency, resale value and technical competence, power, etc.

In todays world buyers are becoming increasingly aware of advantages of

fuel economy which explains the prolific sales of Hero Honda


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CUSTOMER SATISFACTION DEFINED.

The reason for a business firm to come into being is the existence of a

customer who has unfilled needs and wants. Hero Honda has advantage of

having the widest product range in all market segments in which it operates,

putting itself in a unique position of providing just product, but the best

economic solution to their customer thus fulfilling the unfilled needs.

Hero Honda keeps itself abreast of the new and emerging technologies

and adopting them to deliver high quality and high performance vehicles to

their end customers. Customer satisfaction has been conceptualized in several

ways. It consists of expectations, performance interaction,

pleasured/displeasure, and the evaluation of the benefits of consumption.

Consumer satisfaction is result of confirmation of expectation. Hero

Honda has been focusing on the improvement & Excellency in processes,

which it uses to satisfy there to accomplish, this it has focused on improving

customer-orientation and value chain integration. Thus meeting of customer

expectation.

Significance of customer satisfaction:

The satisfaction of customers is of paramount importance for any

business as it determines the future cash inflows to the business. For

marketing its products, the companies have to depend upon repurchase by

existing customer as well as first-time purchases by new customer. In a

competitive market, existing customers will repurchase only if they are

satisfied with the products of the marketer.


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MODELWISE WARRANTY DETAILS

WARRANTY POLICY

Scope of Warranty

Hero Honda Motors Limited warrants all its twowheelers

manufactured/assembled in Dharuhera Plant and Gurgaon Plant, distributed

in India and sold through its authorized dealers to be free, under normal use

and condition, from any defect both in material and workmanship, subject to

the following terms and conditions.

Terms and Conditions

1. All Hero Honda two-wheelers are warranted for a certain period specified

in terms of time and kms from the date of purchase, whichever term gets

satisfied earlier.

2. It is mandatory for the customer to avail all free and paid services as per

the recommended schedule to be eligible for the warranty benefits.

3. If a defect is observed in any Hero Honda two-wheeler, Hero Honda's only

obligation/liability is to repair or replace those parts which is/are

considered to be the cause of malfunction free of charge of both labours

and material, when Hero Honda acknowledges that such malfunction has

not come out of misuse or improper handling etc. such defective two-

wheeler should be brought to the nearest Hero Honda dealer/authorized

service centre by the owner for necessary inspection and subsequent

repairs.


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Limitations of Warranty

The warranty shall not apply:

If any of the free services or subsequent paid service is not availed as per

the recommended service schedule given in the owner's manual.

If Hero Honda recommended engine oil is not used.

To normal wear and tear components like bulbs, electrical wiring, filters,

spark plugs, clutch plates, brake shoes, fasteners, shims, washers, oil seals,

gaskets, rubber parts (other than tyres and tubes), plastic components, chain

and sprockets and in case of wheel rim misalignment or bend.

If there is any damage due to modification or fitting of accessories other

than the ones recommended by Hero Honda.

If the two-wheeler has been used in any competitive events like track

races or rallies.

If there is any damage to the painted surface due to industrial pollution or

other extraneous factors.

For claims 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 two-wheeler.

If there is any damaged caused due to usage of improper oil/grease, non

genuine parts


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For two-wheelers which have been used for any commercial purposes as

taxi etc.

For maintenance repairs required due to misuse while driving or due to

adulteration of oil, petrol or due to bad road conditions.

For consumables like oil, grease etc. used during free services or used

during warranty repairs.

If any part of the vehicle is tampered/repaired by unauthorized

persons/workshops etc.

For two-wheelers not used in accordance with the owner's manual

supplied with each two-wheeler by Hero Honda.

Warranty on Proprietary ItemsWarranty on proprietary items like tyres, tubes & battery etc. will be directly

handled by the respective Original Equipment Manufacturers (OEMs) except

AMCO for batteries and Dunlop/Falcon for tyres, tubes. In case of any defect

in proprietary items, other than the above two mentioned OEM's the dealer

must approach the branch office/dealer of the respective manufacturers.

For AMCO batteries and Dunlop/Falcon tyres, tubes claims will be accepted at

our Authorised Dealership/Service Centers, w.e.f 1st May2002, as per the

mutually agreed terms and conditions between Hero Honda and these two

OEM's. While for other OEM's in case the claim is not accepted for any invalid

reason, then the claim along with the refusal note from the OEM can be sent


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to the warranty section at Gurgaon Plant after due recommendation of the

area service engineer

Hero Honda CBZ X-TREME is warranted for a period of 3 years or40,000 kms, whichever is earlier, from the date of purchase.

Hero Honda Karizma is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase

Hero Honda Achiever is warranted for a period of 3 years or 40,000kms, whichever is earlier, from the date of purchase


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Hero Honda Glamour FI is warranted for a period of 3 years or40,000 kms, whichever is earlier, from the date of purchase

Hero Honda Glamour is warranted for a period of 3 years or 40,000kms, whichever is earlier, from the date of purchase

Hero Honda Super Splendor is warranted for a period of 3 years or40,000 kms, whichever is earlier, from the date of purchase.

Hero Honda Passion Plus is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase.


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Hero Honda Splendor+ is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase

Hero Honda Pleasure is warranted for a period of 2 years or 24,000kms, whichever is earlier, from the date of purchase.

Hero Honda CD Deluxe is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase


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Hero Honda CD Dawn is warranted for a period of 2 years or 30,000kms, whichever is earlier, from the date of purchase

SERVICE & MAINTENANCE SCHEDULE

Our constant Endeavour is to support the company's

mandate of providing highest level of customer satisfaction by

taking good care of your two-wheeler service and maintenance

through our vast network of more than 2100 committed Dealers

and Service outlets spread across the country.

Our state-of-the-art authorized workshops have well laid out

standards for two-wheeler servicing with fully equipped

infrastructure having quality precision instruments, pneumatic

tools and a team of highly trained service technicians. Having your

two-wheeler serviced at an authorized workshop ensures highest

standards of service quality and reliability.

Service ScheduleDEPARTMENT OF MANAGEMENT STUDIES.TUMKUR TUMKUR UNIVERSITY

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Hero Honda offers free services on all its two-wheelers. You

should avail these services within the stipulated conditions of time

period or km range, whichever condition gets satisfied earlier from

the date of purchase. After the completion of free services or its

validity period you must continue availing paid services as per the

recommended service schedule.


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Service Schedule:

Type of FreeService 1 st 2 nd 3 rd 4 th 5 th 6 th

Validity in Kmsfromthe date ofpurchase

500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500

Validity inDays fromthe date ofpurchase

EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE

DATE OF PURCHASE

Paid Service Each Paid Service needs to be availed after every 2000 kmsor 60 days from the previous service, whichever is earlier.


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Service Schedule:



500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500

Validity in Daysfrom the dateof previousservice

60 100 100 100 100 100

Paid Service Each Paid Service needs to be availed after every 2000 kms or60 days from the previous service, whichever is earlier.


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Service Schedule:



500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500


60 100 100 100 100 100



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Service Schedule:



500

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500


60 100 100 100 100 100


Service Schedule:


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500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500


60 100 100 100 100 100


Service Schedule:


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500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500

Validity in Daysfromthe date ofpurchase


DATE OF PURCHASE


Service Schedule:


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500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500


EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE DATE

OF PURCHASE


Service Schedule:


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750 -

1000

3500 -

4000

7500 -

8000

11500 -

12000

15500 -

16000

19500

20000


40 - 55140 -

155

280 -

295430 - 445 570 - 585 715 - 730


NOTE: An OIL CHANGE coupon is provide between 3rd and 4th service to beavailed between 9500 - 10000 KMS

or 350 - 365 days from the date of purchase, whichever is earlier.

Service Schedule:


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500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500


EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE DATE

OF PURCHASE


Service Schedule:


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500 -

750

2500 -

2800

5000 -

5500

7000 -

7500

9000 -

9500

11000 -

11500



DATE OF PURCHASE



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CAHPTE R-2

REVIEW OF THE LITERATURE

About the study customer satisfaction.

Customer satisfaction is the key to success. Getting your customers to tell

you whats good about your product or services and where you need

improvement helps you to ensure that your business measures up to their

expectations. The attached file contains a customer satisfaction survey from

designed to help you gather this important information it was designed to

make it easy for customer to fill out & to make it easy for you to quickly

customize to exactly match your companys activities. It also includes

suggestions for distributing the form, ensuring that customer will return the

form and following up on comments.

LITERATURE REVIEW

A detailed survey of literature is called the review of literature. It is very

important from the researchers point of view as it helps them to keep

themselves update concerning particular issues and gain some additional

informations. Some of these are as follows;

Reports; Seminars reports, Survey finding etcBooks; Textbooks, Encyclopedias, Reference books etc.Journals; National and international journals which are published monthly,quarterly, half-yearly and annually.


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The review of the literature is important in the following ways; To gain relevant and new informations.

To design research.

To gain background knowledge of the research topic.

To understand the concepts and relationship.

Primary dataThe primary data is collected through questionnaires by identifying

the following strata operating in Gulbarga city

Family

Friends

Respondents of Hero Honda

Others


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CHAPTER-3

RESEARCH DESIGN

TITLE OF THE STUDY

A study on the post sales service of the Hero Honda Motor Cycle on

customer satisfaction at Sri Venkatesh automotives Gulbarga to improve

quality of service.

STATEMENT OF THE PROBLEM;

A Study on customer satisfaction

It is important for a company to know how customer perceives and

satisfied their products, service or the organization as a whole. The

understanding of customers satisfaction is very difficult and vital task for the

company. If the company makes an attempt to find the customer satisfaction,

it is easy to offer the service according to customer.

To determine the customer satisfaction level towards the services of to

Sri Venkatesh automotives Gulbarga improve their quality of services.

OBJECTIVES OF THE STUDY:

To analyze various post sales service provided by Sri VENKATESHAutomotives Gulbarga.

To determine customer satisfaction level based on post sales service

provided.

To understand the behavior of the staff with customers.

To suggest measures to improve customer satisfaction and improve

quality of service.


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SCOPE OF STUDY:

The study covers the users of Hero Honda bikes in Gulbarga city.

The study covers the customer owning Hero Honda two wheelers in

Gulbarga city.

PURPOSE OF STUDY:-

The main purpose of the study is to know whether the customers aresatisfied with the services provided by Sri VENKATESH Automotives is

satisfied or not.

Research Proposal

The research will be conducted to gather information from 100

respondents & a structured questionnaire will be used to collect the

information from the respondents. The data which is collected from them will

be analyzed and classified.


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RESEARCH METHODOLOGY

METHODOLOGY:-

In this part the methodology used for conducting this research will be

presented. First he research purpose will be discussed, followed by what kind

of research approach is used. After this the research strategy and data

collection method is being discussed, as well as sample selection and analysis

of data. Finally, the quality standards will be discussed.

TYPES OF STUDY

Research can be divided into different categories of studies. The

different types of studies mentioned by the authors may be categorized into

following three groups

Exploratory research

Descriptive research

Explanatory research.

In my project I am using Descriptive research as Ill describe thatmy whole study is on topic of CUSTOMER SATISFACTION and it include the

answer of all the question including what age group like which type of Brand,

which type of style, which income group is effected that company needed in

figures as closer as possible and try to analysis it in simple way and show in

pie charts as clear as possible

RESEARCH APPROACH:-

Definition of qualitative versus quantitative research explains the

researchers approach to the study. Yin (1994) also mentioned; when

conducting research there are two different methods that can be used;

Qualitative and Quantitative. These methods refer to the way the researchers

treats and analyses the collected data.


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QUALITATIVE RESEARCH:-

Qualitative research is less formal and based on unsystematic and

unstructured observations. This can be for example in-depth interviews or an

interview guide with open answers. Qualitative verbal analysis is often used in

order to gain better understanding.

QUANTITATIVE RESEARCH:- The quantitative research is based on numerical data, which then are

analyzed and presented in figures with statistics. For the reason that the

quantitative research often is more structured than qualitative one, the

planning of quantitative research is more standardized. A positive aspect of

the quantitative approach is that it is rather easy to generalize from the

gathered information.

DATA COLLECTION METHOD

There are two types of data collection methods that are used in the research.

Primary data Secondary data

SOURCES OF DATA

Primary data: This data will be collected directly from respondents bypersonnel interview through questionnaire.

Secondary data: This data is generally developed and published forsome purpose other than for helping to solve the problem at hand. In this

study the secondary data is collected from interaction and discussions with

officials At Sri Venkatesh Automotives Authorized dealers at Gulbarga. & also

this data collect from Magazines, Websites of the firm Hero Honda.


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REVIEW OF THE STUDY

A detailed survey of literature is called the review of literature. It

is very important from the researchers point of view as it helps them to keep

themselves update concerning particular issues and gain some additional

informations. Some of these are as follows.

Reports; Seminars reports, Survey finding etc .Books; Textbooks, Encyclopedias, Reference books etc.Journals; National and international journals which are published monthly,quarterly, half-yearly and annually.

The review of the literature is important in the following ways ; To gain relevant and new informations.

To design research.

To gain background knowledge of the research topic.

To understand the concepts and relationship.

INSTRUMENT DESIGN:

Methods Adopted For Communication.

Research instruments mainly deal with those instruments which were

conducted in order to collect relevant data pertaining to this project.

Therefore the main instrument utilized to carry out research was the

questionnaire.


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Questionnaire:

A structured questionnaire will designed to collect the data from the

respondents. Before collecting the data a pilot survey of 10 respondents will

be done to know the accuracy of the questionnaire and to know the questions

which can be easy to understandable by the respondents. After this survey

the corrections will made used to collect information from 100 respondents

from various areas in Gulbarga city.

Here the data are collected by interviewing the person through set of

question. The structure non designed questionnaire is taken as research

instrument, which consists of mainly two types of questionnaire, namely

o Open ended questions

o Multiple choice questions

The questionnaire prepare for the purpose of the project has been placed at

the end of this project which helps to analyze the data and draw relevant

inferences.

Structure of the Instrument:

The questionnaire consisted of the personal information namely the name,age, gender, occupation of the respondents. Thereafter it consists of the open

ended and multiple choice questions relating to the purpose of the project.

The datas collected through this questionnaire helped in analyzing and

drawing interferences in the interest of the project.

Statistical Tools Used For Data Analysis:

Data collected was analyzed, tabulated and percentages were calculated

using tables and bar graphs for the purposes of easy understanding.


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SAMPLE SELECTION

In this study I tried to use cluster sampling for selecting

appropriate sample. For this reason some requirements had to be fulfilled by

the chosen sample in order to be suitable for this study. This company is

active in not only in watches but also in sunglasses and some other product

also. Company producing watches so It must have the after-sales service

system and have long time experience in this field. So this company can givethe field of complete study

The sampling method used to carry out this research is stratified random

sampling.

Sampling Size:

The sample size decision is guided by the consideration of resource

constraints because time and money are limited. It was limited to 100 samplesize.

Sample Frame:

Individuals who buy Hero Honda motor Cycles from Sri VENKATESH

Automotives

Sampling technique:

Non probability, Judgmental sampling

Instrument for data collection:The structured questionnaire is a tool for collecting data.

Sample design:

In this study convenient random sampling method is used.


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Research methodology:-

Data source Primary (field Survey)Secondary Data (Internet).

Area of research GULBARGA city.

Research approach Survey Method.

Research instrument Questionnaire.

Sample plan Personal interview.

Sample unit Two wheeler owners.

Sampling method Convenience sampling.

Sample size 100 customers.


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LIMITION OF THE STUDY:-

In this research sample size is such a large so we cannot survey the

whole population it need such a large amount of resources in terms of money

and physical resources or man power by taking just a small amount of survey

and by using with any of the technique we cannot find the exact problem or

exact situation so that correct verification and correct measurement can be

done by company.

Findings of the study are based on the assumption that respondentshave disclosed accurate information.

The study was limited to 100 respondents because many respondents

were reluctant to respond.

Time and resource constant.

Since the research is heavily dependent on personal opinions of the

respondent, bios/prejudice might have crept it.

Since the resource research is restricted to only one brand, the

problem of generalization becomes obvious.

Because of time constrain my study confines only to Gulbarga city & it

is not possible to make extensive study.

By busy working schedule of executives it is difficult to extract more

Information from respondents


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CHAPTER-4

COMPANY PROFILE

HERO HONDA

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 grid of the Munjal family.

Trace the sags of Hero through more than 45 of Enterprise &

Achievements, of version and planning always blazing through the trials of

success.

HISTORY OF HERO HONDA

The legend of Hero Honda

What started out joint venture between Hero group, the worlds largest

bicycle manufacturer and the company of Japans, has today become the

worlds dingle largest two wheelers company .coming in to existence January

19, 1948, Hero Motors limited gave India nothing less than are evaluation on

two wheelers, the made famous by fill it shut it and forget it campaign

.Driven by the trust of over 5 million customers. The Honda product range

today command market share 48% making it veritable giant in the industry.

Add to that technologic excellence, an expansive dealer network, and reliable

after sale service, and you have one of the customer-friendly companies.


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This is provided by the companys over the year:

1985.86 43000 units

1989.90 96,200 units

1998.99 5, 30,600 units

1999-0 0 7,61,210 units

2000.1 10,29,555 units

2001-02 14, 25, 195 units

2002-03 16, 77, 537 units

Customer satisfaction, high quality product, the strength of Honda

technology and the Hero group dynamic helped HHML sales new frontiers and

exceed limits.

In the word of Mr. Brijmohan Lall Munjal, the chairman and managing

Director we will continue to make afford required for the development, of

motorcycle industry, through new product development, technology

innovation, investment in equipment of facilities and through efficient

management

Hero Honda is worlds third largest two wheeler maker. India has the

largest number of two wheelers in the world with 41.6 million vehicles. India

has a mix of 30 percent automobiles and 70 percent two wheelers in the

country. India was the second largest two wheeler manufacturer in the world

starting in the 1950s with the birth of automobile products of India (API) that

manufactured scooters. API manufactured the but, another company; Bajaj

auto ltd . surpassed API and remained through the turn of the century from its

association with Piaggio of Italy (manufacturer of Vespa scooters).


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The license raj that existed between 1940 to 1980 in India did not allow

foreign companies to enter the market and imports were tightly controlled.

This regulatory maze, before the economic liberalization, made business

easier for local players to have a sellers market. Customers in India were

forced to wait 12 years to buy a scooter from Bajaj. The CEO of Bajaj

commented that he did not need a marketing department, only a dispatch

department. By the year 1990, Bajaj had a waiting list that was twenty-six

times its annual output for scooters.

The motorcycle segment had the same long wait times with three

manufacturers Royal Enfield, and Escorts. Royal Enfield made a 350cc Bullet

with the only four-stroke engine at that time and took the higher end of the

market but there was little competition for their customers. Ideal Jawa and

Escorts took the middle and lower end of the market respectively.

In the mid-1980s, the Indian government regulations changed andpermitted foreign companies to enter the Indian market through minority

joint ventures. The two-wheeler market changed with four Indo-Japanese

joint ventures: Hero Honda, T.VS Bajaj Kawasaki and Kinetic Motor Company

(Kinetic Honda). The entry of these foreign companies changed the Indian

market dynamics from the supply side to the demand side. With a larger

selection of two-wheelers on the Indian market, consumers started to gain

influence over the products they bought and raised higher customer

expectations. The industry produced more models, styling options, prices, and

different fuel efficiencies. The foreign companies new technologies helped

make the products more reliable and with better quality. Indian companies

had to change to keep up with their global counterparts.

The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors

ranked at 108.


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Growth

Hero Honda experienced great growth throughout its early days.

The Munjal family started a modest business of bicycle components. By 2002

Hero Group had sold 86 million bicycles producing 16000 bicycles a day.

Today Hero Honda has an assembly line of nine different models of

motorcycles available. It holds the record for most popular bike in the world

by sales for Its Splendor model. Hero Honda Motors Limited was established

in joint venture with Honda Motors of Japan in 1984, to manufacture

motorcycles. It is currently the largest producer of Two Wheelers in the

world. It sold 3 million bikes in the year 2005-2006. Recently it has also

entered in scooter manufacturing, with its model PLEASURE mainly aimed at

girls. HUNK is the latest offering from the HHML stable.

A Hero Honda "Splendor" bike

Just-in-Time ManufacturingThe Hero Group through the Hero Cycles Division uses just-in-time

manufacturing .

The Group boasts of superb operational efficiencies. Every assembly line

worker operates two machines simultaneously to save time and improve

productivity. The fact that most of the machines are either developed or

fabricated in-house, has resulted in low inventory levels.


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http://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/File:Hero_honda_2006_03.JPGhttp://en.wikipedia.org/wiki/Just-in-time_manufacturinghttp://en.wikipedia.org/wiki/Just-in-time_manufacturing


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In Hero Cycles Limited, the just-in-time inventory principle has been

working since the beginning of production in the unit. This is the Japanese

style of production. In India, Hero is probably the only company to have

mastered the art of the just-in-time inventory principle.

Models

Hero Honda Ambition 133

Hero Honda Ambition 135

Hero Honda CD 100

Hero Honda CD 100 SS Hero Honda CD Dawn

Hero Honda Splendor

Hero Honda Splendor+

Hero Honda Super Splendor

Hero Honda CD Dawn

Hero Honda Joy

Hero Honda Street

Hero Honda CBZ

Hero Honda CBZ Extreme

Hero Honda Passion

Hero Honda Passion+

Hero Honda Passion Pro

Hero Honda Karizma

Hero Honda Hunk

Hero Honda Pleasure

Hero Honda Glamour

Hero Honda Splendor NXG


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MILESTONE OF HERO HONDA:-

1983: Joint Collaboration Agreement with Honda Motor Co. Ltd. Japansigned.Shareholders Agreement signed.1984: Hero Honda Motors Ltd. Incorporated.1985:First motorcycle "CD 100" rolled out.

1987 :First motorcycle "CD 100" rolled out.

1989 :New motorcycle model - "Sleek" introduced.

1991 :New motorcycle model - "CD 100 SS" introduced.

500,000th motorcycle produced.

1992: Raman Munjal Vidya Mandir inaugurated - A School in the memory ofFounder Managing Director, Mr. Raman Kant Munjal.

1994: New motorcycle model - "Splendor" introduced.1,000,000thmotorcycle produced.

1997: New motorcycle model - "Street" introduced.Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated.

1998: 2,000,000th motorcycle produced.1999: New motorcycle model - "CBZ" introduced.Environment Management

System of Dharuhera Plant certified with ISO-14001 By DNV Holland.

Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of

founder Managing Director, Mr. Raman Kant Munjal.


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2001 Bike maker of the year by overdrive Magazine

Winner of review 200-Asias leading companies award (9th Rank

Amongst top 10 Indian companies).

Passion model introduced

Achieved OM-One million productions in one single year.

Entrepreneur of the year Award conferred upon the chairman,

Mr.Brijmohan Lall by Ernst & Young

The leave Award for Environment to Hero Honda by center for social

and Environment Green Rating project..

2002 Bike maker of the year by overdrive Magazine.

Winner of review 200-Asias leading companies award (4th Rank

Amongst top 10 Indian companies).

Sponsored India, England Womens cricket series.

Sponsored Hero Honda master golf championship.

Entrepreneur of the year award conferred upon chairman,

Mr. Brijmohn Lall by Business standard.

2003

Winner of the review 200-Asian leading company Award (3rd Rank

among top 10 Indian company)

Most Respected Company in automobile sector by Business World.

Bike maker of the year by overdrive magazine


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THE CHAIRMAN:-

Brijimohan Lall Munjal-The king of Road

The venerated patriarch and visionary of the Hero group, Mr.

Brijimohan Lall Munjal is the first generation entrepreneur who stared very

small and through sheer hard work and perseverance today made this two

wheelers venture the No1two wheelers company.


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Board of Directors

Chairman: Brijmohan Lall Munjal

Managing Director: Pawan Kant Munjal

Joint Managing Director: Akio Kazusa

Whole-time Director: Shinichi Nakayama

Director: Satyanand Munjal

Director: Om Prakash Munjal

Director: S P Virmani

Director: M P Wadhawan

Director: O P Gupta

Director: S ToshidaDirector: Yukihiro Aoshima

Director: N N Vohra

Director: Pradeep Dinodia

Director: V P Malik

Company Secretary: Illam C Kamboj


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THE STORY OF THE INDOMITABLE ENTREPRENEUR:-

One the brightest stories of Indian entrepreneurship began seventy

one Years ago when a six year old boy quietly walked in to a newly opened

Gurkul (Indian value based school) near his home in Kamalia (now in

Pakistan) determined to again admission instantly. Thus began an

extraordinary saga of Entrepreneurial achievement.

Today, we know that boy as Brijmohan Lall Munjal, the much

venerated Patriarch of the Hero Group one of the largest corporation group in

country. Brijmohan Lall inspirations to enter the two wheelers world come

from a desire to prove the cheapest from transport for the poorest of the

poor. Post Partition, Brijmohan Lall Munjal and his brother relocated to

Ludhiana. They had to began from scratch. They set up manufactures of

bicycle components .From then on there was no looking back. In typically

modest manner B.M.Munjal accords a great deal of credit for high success to

his family and team. He traversed the road success fallowing these

Principles:

Trusting his uncanny instincts.

A unique approach to people one from the heart. Ahead of time, every time.

The idea corporate citizen showing other the way.

His leadership and sagacity has earned his great respect and he

has personally been responsible for kindling the spirit of entrepreneurship

amongst his employees who today constitute a family of about forty successful

Entrepreneurs.


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PRODUCT PROFILE

Following are the products of Hero Honda:1. Splendor+2. Karizma3. CBZ Extreme4. Glamour5. Passion +6. CD-Dawn7. Pleasure8. Super Splendor9. CD Deluxe10.Achiever11.Hunk12. Splendor NXG13. passion pro14. Hunk new15. Hunk SPL Edition


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SERVICE STATEMENT

Our constant Endeavour is support the companys 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 dealer & service outlets spread across the

country.

Our state-of-the-art authorized workshop have well laid out

standard for motorcycle servicing supported by fully equipped

infrastructure in terms of quality precision instruments ,pneumatic tools

& team of highly trained service technicians. Having your motorcycle

serviced at an authorized workshop ensures highest standards of service

quality.

INITIATIVES

An Environment Social, Aware Company At Hero Honda, our goal is

not to sell you bike, but also to help you every step of the way in

making your world better place to live in. besides its will to provide a high

quality service to all of its customers, Hero Honda takes a stand as socially

responsible enterprise respectful of its environment and respectful of the

important issues.

We must do something for the community from whose land we

generate our wealth. A famous quote of Mr.Brijmohan Lall Munjal, our CMD.


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MAINTENANCE SCHDULES:Proper care & maintenance are paramount for trouble free operation &

optimum performance of motorcycle. Hero Honda offers 6 free services on all

its motorcycles. It should avail these services within a year or as per the

below mentioned km rang, whichever is earlier.

You should ensure that each paid service is availed within 60 days from date

of service or as per the recommended schedule.

SCOPE OF WARRANTY

Hero Honda Motors Limited warrants all its motorcycle

manufactured /assembled in Dharuhera Plant and Gurgaon Plant,


Page 45

First Free Service 500-750 km

Second Free Service 2500-2800 km

Third Free Service 5000-5500 km

Fourth Free Service 7000-7500 km

Fifth Free Service 9000-9500 km

Sixth Free Service 11000-11500 km


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distribution in India and sold through in authorized dealers to be free,

under normal use and condition, from any defect both in material and

workmanship, subject to fallowing term and conditions

TERMS AND CONDITION:

a. All Hero Honda motorcycle warranted for a period of 12 years or

30000kms from the date of purchase, whichever is earlier .this is

w.e.f 1st April2009

b. It is mandatory for the customer to avail all free and paid service as

pre the recommended schedule to be eligible for the warranty

benefits. The customer has to ensure that each paid service is availed

within 60 days from the date of previous service or as per the

recommended schedule.

c. If the defect is observed in any Hero Honda motorcycle, Hero Hondas

only obligation / liability is to repair or replace those part(s) which

is/are considered to be the cause of malfunction free of charge.

d. Of both labour and material, when Hero Honda acknowledges that

such malfunction has not come out of misuse or improper handling

etc. Such defective motorcycle should

e. Be brought to the nearest Hero Honda dealer / authorized service

center by the owner of necessary inspection & subsequent repairs.

LIMITATION OF WARRANTY:The warrant shall not apply:


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If any of six services or subsequent paid service is not availed as

per the recommended schedule given in the owners manual.

If Hero Honda recommended engine oil is not used.

To normal ware & tear components like bulbs ,electrical, wiring,

filter, spark plugs ,clutch plates, brake shoes, fasteners, shims,

washers, oil sales ,

If there is any damage due to the modification or fitting of

accessories other than the one other than the ones

recommended by Hero Honda

It the motorcycle has been used in any competitive event like

track races or rallies.

If there is any damage to printed surface due to industrial

pollution or other extraneous factors.

For claim made for any consequential damage due to any

previous malefaction.

For normal phenomenon like noise, vibration, oil seepage, which

due to effect the performance of the motorcycle.

If there is any damage caused due to usage of improper oil,

grease, non genuine parts.

The motorcycle which have been used for any commercial

purpose as taxi etc.


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For maintenance repaired due to misuse while of driving or due

to adulteration of oil, petrol or due to bad road condition.

For consumables like oil, grease, etc used during warranty repair.

WARRANTY ON PROPRIETARY ITEMWarranty on proprietary item like Tyres, tubes & battery etc will be

directly handled by the respective Original Equipment Manufacturers (OEMs)

except AMCO for batteries & Dunlop/Falcon of Tyres, tubes. In case of any

defect in proprietary item, other than the above two mentioned OEMs the

dealer must approach to the brand official dealer of the respective

manufacturers.

For AMCO battery & Dunlop /Falcon tyres, tubes claim will be accepted

at Authorized Dealership/ service center, w.e.f 1st May 2002 as pre

the manually agreed term & conditions between Hero Honda & those two

OEMs. While for other OEMs in case the claim is not accepted for any

invalid reason, then the claim along with the refused note from the OEM can

be send to the warranty section Gorgaon plant after due recommendation of

the area service engineer.

SPARES FEATURES & BENEFITS:


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The Performance & Safety of the bike not only depends up on the

world class designer & workmanship assured by Hero Honda but also on the

parts being used in the assembly line.

Even the first components manufactured need replacement from time

to time .And to ensure the continued impeccable.

Performance of vehicle, the spare part should also be made replaced

as good as the components fitted by Hero Honda.

As responsible Hero Honda bike owner, we recommended that for your

safety long life, high performance of the bike, use only Hero Honda genuine

part.

To identify a Hero Honda genuine parts we have a differentiator with

us, a hologram, which comes with special security features & very simple for

a customer to identify a genuine, & a non genuine spare parts.

Our each packing hologram which can he identified by the features like

3D EFFECT

EXPANDING & SHRINKIG EFFECT

KINETIC EFFECT.

SALES PROCESS:-1) When a customer walks into our showroom, the receptionist will greed

him/her & led to a sale executive.

2) On introduction of the sale executive will take the customer, to the

selection room & show the various modals displayed treat & explain in


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detail the salient feature of each modal. Answer all the queries, if any

of the customers. The customer should be offered a test drive of the

bike of her/him choice & if he/she express the desire to test drive a

test drive should be arranged taking all necessary care.

3) After this, the sales executive will take the customer to the work shop

& show him/her the various infrastructure service facilities in the

workshop beside the quality of the service we render. Also explain

that, because of the quality service reporting are the highest in the

entire North-Karnataka and we surpassed our competitor in all

respects; and we are the number one dealers in Gulbarga.

4) Bring customer back to the sales counter and offer him/her a cup of

tea and take down the name and address in the enquiry register. Now,

the sales process begins; and during the process price of various

models, Insurance T.R, P.R, PMS, passport etc. should be explained to

the customer in detail. Also enquire in to as to whether he/she intends

to buy by cash or would go in the finance assistance. In the latter

case, offer the service of financial institution representative stationed

in our showroom. During the process inter-act with customer and

give him/her an impression that you are caring from him/her.

5) All out efforts should be made to sell the product by persuading the

customer without offering free accessories; and should offered fail

accessories may be offered free of cost.


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Normally, every customer take free accessories offer for granted and asks

for compliment /cash discount etc. In that eventuality the A.S.M should be

consulted and as the last resort not lose the sale the A.S.M duly

consulting with G.M may take suitable decision and strike down the deal.

The delivery of compliments and payment of cash discount should be

made in the Chamber of G.M and through him. This will avoid a situation

where every buyer putting forth a similar demand.

6) When sale of motorcycle (M.C) is over, the customer should be taken

to the cashier for payment of cash/down payment D.D/Cheque etc. as

the case is; and all assistance should be rendered to him/her to

complete this formality.

7) Once this formality is over, the customer should be taken to the

selection room and he/she be given a free hand in selecting the

motorcycle of his/her choice. After selection of motorcycle, Chassis and

engine number of the motorcycle should be noted down, besides

informing the POI in charge to

8) Get the motorcycle ready in all respects study fitting the accessories as

agreed to at the time of sale.

9) The customer is brought to the passport executive for brief again on

the passport and its advantages by the passport executive. During this

process effort should be made to Convince the customer to go in for

passport and formalities be completed, should the customer get

convinced.


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10) Now, the customer should be taken to the documentation assistant, to

complete the formality of T.R, P.R., Insurance cover note, Invoice, Sale

letter and gate pass issuance etc. A copy of Invoice is given to the

customer, if he/she demands (in norm all course the customer gets

these document on the next working day).With gate pass the

customers be brought the passport executive for issuance of service

book and warranty card.

The customer should be now taken to the workshop again and he

should be introduced to the work manager who will brief him/her on the

service matter during under warranty, post warrant and PMS. By this time,

the motorcycle with the key will be handed over congratulating him/her on

possessing a world class product.

AWARDS & ACCOLADES:Awards and Recognition to Hero Honda Motors Limited:-2005

Consumer Awards 2005 - India's most preferred two-wheeler brand by

CNBC in the 'Automobiles' category

Bike Maker of the Year Award by Overdrive Magazine

ICWAI National Award for Excellence (Second) in Cost Management

2004 in the private sector category by ICWAI


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10th Motilal Oswal Wealth Creator Award for as the most consistent

wealth creator for the period 1991-2005

2004 Winner of the Review 200 Asias Leading Companies Award (3rd

Rank amongst the top 10 Indian companies)

GVC Level 1 (Highest Rating) by CRISIL for corporate Governance

Adjudged as the Best Value Creator Large Size Companies 2003-04

by the Outlook Money

Corporate Excellence Award 2004 by Indian Institute of Materials

Management

Adjudged as the Organization with Innovative HR Practices by HT

Power Jobs for HR Excellence

ICSI National Award for Excellence in Corporate Governance 2004 by

the Institute of Company Secretaries of India

2003 Winner of the Review 200 Asias Leading Companies Award (3rd

Rank amongst the top 10 Indian companies)

Most Respected Company in Automobile Sector by Business World Bike

Maker of the Year by Overdrive Magazine

HERO HONDA PASSPORT PROGRAMMER:The Hero Honda passport is an initiative design especially for customer

.A first of its kind customer Relationship program in the India two wheelers

industry this unique program is way of the saying that customer are special to


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company. It is part of an effort to build strengthen the relationship between

company that begins when customer start using a Hero Honda motorcycle.

EVENTS

2009 Hero-Honda world No1 for six year in a row

Launches all new Sporty and Stglish Karizma ZMR

Hero-Honda campus ROCK IDOLS INDIA Music competition

2008 Sponsord India-England Cricket Hero-Honda cup 2008 Hero-Honda to launvh 12 new bikes Hero-Honda achived yet

another milestone of two crore bikes

Hero-Honda launchd Pleasure and Karizma Red coulor

2007 New launches including refreshed passion plus and super

splendor reported good numbers .

The brand Hero-Honda awarded the Most preferred two-

wheeler brand at the CNBC Awaaz Awaards

2006 Retains World No -1 position for the Fifth year in a row

Currents plants capacities exponded to allow for 900,000

additional units.

Historic milestone of 15 million customer base

New product launches contribute 36% of volumes penetrates

125cc-135cc segment with 37% growth

2005 Hero-Honda Touches new heights, registers annual growth of

27% in volumes, 26% in total turnover

Launch of SARVA GUNA SAMPANNA Super Splendor

Hero-Honda continues assistance to Tsunami victions


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Contributes Rs 2 crore to PMs Relief fund

2004 Hero- Honda begins 2004 in the 5th gear

Hero-Honda is again third year in a row crosses the 2 million

sales .

Over 2 million motorcycles in a single year

2003 Winner of the Review 200 - Asia's Leading Companies Award

(3rd Rank amongst the top 10 Indian Companies)

Most Respected Company in Automobile Sector by Business

World

Bike Maker of the Year by Overdrive Magazine

2002 Bike Maker of the Year by Overdrive Magazine

Winner of the Review 200 - Asia's Leading Companies Award

(4th Rank amongst top 10 Indian Companies)

Sponsored 'India-England Women's Cricket Series'

Sponsored 'Hero Honda Masters Golf Championship'

Dawn model introduced Entrepreneur of the Year Award

conferred upon the Chairman, Mr. Brijmohan Lall by Business

Standard

Company of the Year for Corporate Excellence by the Economic

Times

Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh,

Harbhajan Singh and Zaheer Khan as Brand Ambassadors


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Business Leadership Award conferred upon the Chairman, Mr.

Brijmohan Lall by Madras Management Association

ORGANISATION PROFILE

SRI VENKATESH AUTOMOTIVES GULBARGA

STARTED: 19 JUNE- 2000

FOUNDER: KRISHNA KULKARNI

SALES OF 2009-2010: 7500 MOTERCYCLES

ADDRESS: SRI VENKATESH AUTOMOTIVESOPP.PRAGANYA SCHOOL

TIRANDAS TALKIES ROAD STBT

GULBARGA -585102

Ph.229366,2060341 (08472)

KARNATAKA

Mobile No: 9448219820


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ORGANISATION CHART


Page 57

Chair person

(partners)

General Manager

Accounts

Department

Spar Part

DepartmentSales Department Servicing

Department

Head Mechanics

Work supervisor

Work Manager

Mechanics

Sales Executives


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WORK ALLOCATION CHAR


Page 58

Team A

Washing

Supervisor

Computer

Operator

Passport

program in

charge

Service Follow-up

(post service follow-

up)

Warranty In charge

Work Shop

Supervisor

Delivery

SupervisorFront Officer

Supervisor

Team B

NameWorker 1

Name

Name

Worker 3

Worker 2

Team C

Work Manager


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Work manager

ORGNISATION DEPARTMENTS

Sales Department

Service Department

Delivery Department

RTO work Department

Spare part Department

H.R. Department

SALES DEPARTMENT:In this department all the matters regarding sales& purchases are handled.

Here sales executive meet the customer & brief them with the all the details

required information.

Here sales executive gives quotations, brief description about the required

bike model.

SERVICE & REPAIR DEPARTMENT


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Work Supervisor

Head Mechanics

M/C

C

M/C

C

M/C M/C M/C


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In this department all the matters regarding service & repair are taken

care. This department is well structured work supervisor address the problem

& gives the customer delivery time then he passes the work slip to head

mechanic. Then head mechanics distributes the work with the mechanics

teams. And problem salving process is carried out.

Delivery Section:

In this section delivery of new bikes are given to the customers. Here order is

received by delivery section in charge were he cross checks the document

produced by the customer then he gives the keys of the bike to the customer.

Here customer can have test ride of bikes & can select the bike.

RTO work department:

In this department all the matters regarding issuing of temporary registration,

temporary insurance, temporary passing of new bikes are handled. All the

necessary paper work required for temporary passing is handled in this

department.

Spare part department:

In this department spare part required by mechanics are store and issued on

requirement of the mechanics when necessary.

In this department large stock of Hero Honda spare part are stored to avoid

customer inconvenience.

HUMEAN RESOURSES:

In this department maintain the all human bodies. And select the

employee.


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Research ProposalThe research will be conducted to gather information from 100

respondents & a structured questionnaire will be used to collect the

information from the respondents. The data which is collected from them will

be analyzed and classified.

Title

A study on the post sales service of the Hero Honda Motor Cycle onCustomer Satisfaction at SRI VENKATESH Automotives Gulbarga toimprove quality of service.

Management problem

To determine the customer satisfaction levels towards the services of

to SRI VENKATESH Automotives Gulbarga improve their quality of services.

Research Problem

In this the research problem is to understand whether the customers

are satisfied with their services or not. If not then to find how they can

improve their service quality to satisfy their customer.

Objective

To analyze various post sales service provided by SRI VENKATESH

Automotives

To determine customer satisfaction level based on post sales service

provided.

To understand the behavior of the staff with customers.


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To suggest measures to improve customer satisfaction and improve

quality of service.

Sources of data

Primary data: This data will be collected directly from respondents bypersonnel interview through questionnaire.

Secondary data: This data is generally developed and published forsome purpose other than for helping to solve the problem at hand. In this

study the secondary data is collected from interaction and discussions with

officials At SRI VENKATESH Automotives Authorized dealers at Gulbarga. &also this data collect from Magazines, Websites of the firm Hero Honda.

Questionnaire

A structured questionnaire will designed to collect the data from the

respondents. Before collecting the data a pilot survey of 10 respondents will

be done to know the accuracy of the questionnaire and to know the questions

which can be easy to understandable by the respondents. After this survey

the corrections will made and used to collect information from 100

respondents from various areas in Gulbarga city.


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Method of Sampling

Population: Individuals who buy Hero Honda motor Cycles SRI VENKATESHAutomotives Sample Frame: Individuals who buy Hero Honda motor Cycles from SRIVENKATESH AutomotivesExtent:GulbargaTime/Period of the study: 01-002-2010 to 30-04-2010.

Sample unit: Individuals (Businessman, Students, Professionals,)Sample Method: non-probability sampling, Convenience sampling methodSample size: 100 respondents.

Measurement Technique

During this research questionnaire is used as measurement techniques

for obtaining information directly from the respondents.

Analysis of the Data

In this study the relationship between independent variable and

independent variables are expressed in the form of percentage of the total

population and the data is analyzed by using SPSS Software.


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CHAPTER-5

DATA ANALYSIS AND INTERPERTATION

Q1. Do you own a Hero Honda Motorcycle?

Table-1

Models Respondent Percentage (%)Splendor 36 36%

Passion 32 32%

CBZ 10 10%Other 22 22%

TOTAL 100

Graph-1

3632

10

22

0

10

20

30

40

spl pass CBZ Others

PERSENTAGE

Interpretat ionAs from the above graph it is clear that all 100 respondents are having

different Hero Honda bikes.


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Q2. Do you come for service with appointment?

Table-2

Respondent percentage%

with opp 65 65%

without opp 35 35%

Graph-2

Interpretat ionThe above graph clearly shows that 65% of the respondents come for

servicing of their Hero Honda bikes with prior appointment and remaining

35% of the respondents come without prior appointment.


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65

35

0

20

40

60

80

with opp without

opp


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Q3. Are you aware of total number of free services offered by Sri VenkateshAutomotives?

Table-3Respondent percentage%

YES 94 94%

NO 4 4%

Total 100

Graph-3

96

4

0

50

100

YES NO

PERSENTAG

Interpretat ionFrom the above graph its clear that maximum number of the

respondents that is 96% of the respondents are aware about the total

number of free services offered by and only 4% of the respondents dont

know or unaware about this.


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Q4. Do you know the various sub services provided during free services?

Table-4


YES 78 78%

NO 22 22%

Total 100

Graph-4

78

22

0

20

40

60

80

Yes No

PERCENTAGE%

Interpretat ionAs from the above graph its seem that maximum number of the

customers of the Sri Venkatesh Automotives that is 78% of respondents are

aware about various sub services provided in each free service. Only 22% of

respondents are unaware about various sub services.


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Q5. How was the approach of the staff during services?

Table-5Respondent percentage%

Excellent 20 20%

Good 29 29%

Fair 49 49%

Bad 2 2%

Graph-5

20

29

49

20

10

20

30

40

50

Exelent Good Fair Bad

PERSENTAGE


customers of the Sri Venkatesh Automotives that is 49% of respondents are

feel that the approach of the staff during service is Fair that is not satisfactory

or dissatisfactory. And 29% of the respondents feel that the behavior the staff

is good and 20% of the respondents feel that the behavior is excellent and

remaining 2% are feels it is bad.


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Q6. Did they deliver your vehicle on time?

Table-6

Respondent Percentage%

Yes 39 39%

No 61 61%

Total 100

Graph-6

39

61

0

20

40

60

80

Yes No

PERSENTAGE

Interpretat ionThe above graph clearly shows that 61% of the respondents have not

get their bike on time that is they did not get timely delivery and

remaining 39% of the respondents feels that they have got timely

delivery.


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Q7. During servicing of your vehicle all your complaints were addressedproperly?

Table-7


Yes 96 96%

No 4 4%

Total 100

Graph-7

9 6

4

0

5 0

1 0 0

Y e s N o

P E R S E N T A G


customers of the Sri Venkatesh Automotives that is 96% of respondents

are satisfied with respect to addressing their problems or solving their

problems.


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Q8. Which factors you will consider most while giving your vehicle for serviceat Sri Venkatesh Automotive? Table-8


Good Service 50 50%

Timely Delivery 20 20%

Staff Behavior 12 12%

Availability of spare parts 18 18%

Total 100

Graph-8

5 0

2 0

1 21 8

0

1 0

2 0

3 0

4 0

5 0

G S TD S B A S P

P E R S E N T A G

Interpretat ionAs from the above graph its seem that the various factors they

consider while giving their bikes for servicing. 50% of respondents consider

good service and 20% of respondent consider timely delivery and 12%

consider the staff behavior and remaining 18% consider availability of spare

parts.


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9. Are you satisfied with the after sales services provided at Sri VenkateshAutomotives?

Table-9Respondent Percentage%

Completely 16 16%

Satisfy 64 64%

Fair 16 16%

Dis satisfy 4 4%

Total 100

Graph-9

16

64

164

0

20

40

60

80

compl sat fair Dis sat

PERSENTAG


customers of the Sri Venkatesh Automotives that is 64% of respondents

satisfied with the post sales service of the Sri Venkatesh Automotives and

16% of respondents completely satisfied and 16% of the respondents feels

the post sales service is fair and remaining 4% of the respondents are

dissatisfied.


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Q10. The paid service at Sri Venkatesh Automotives is?

Table-10


Cheap 16 16%

Moderate 62 62%

Costly 22 22%

Total 100

Graph-10

16

62

22

0

20

40

60

80

cheap moderate costly

PERSENTAGE

Interpretat ionAs from the above graph its seem that 62% of the respondents feels

that the paid service at Sri Venkatesh Automotives is moderate and 22%

feels the paid service is costly and remaining 16% of the respondents feel the

paid service is cheap.


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Q11. Do you want to prefer for future paid service at Sri VenkateshAutomotives?

Table-11


Yes 48 48%

No 52 52%

Total 100

Graph-11

4 8

5 2

4 6

4 8

5 0

5 2

Ye s No

P E R S E N T A G

Interpretat ionThe above graph clearly shows that 48% of the respondents wants to

give or prefer future paid service at Sri Venkatesh Automotives and remaining

52% dont prefer future paid service.


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CHAPTER-6

Swot Analysis

1. STRENGTH Sri Venkatesh Automotives located in the Gulbarga City and availability

of good Infrastructures.

The technological standards of the company

Modern equipments

High production efficiency

Good sources of spare parts material

Good service with concern to all motor bikes

Large suppliers of Hero Honda Motor cycle

2. WEAKNESS The Organization needs improvements and should concentrate on

timely service on machineries

Delay in delivery of bikes

The promotion procedure of the organization is too rigid

No scheme offers are given

In the factory the departments are not computerized.


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3. OPPORTUNITIES The above projects will give the maximum profit to the company.

If the factory setup the own distillery unit they can get the more

profit.

As sufficient power is not supplied by the KPTCL, so there is a greater

opportunity for power generation.

Wastages after the production process of cane sugar cane can be used

for making plywood.

4. THREATS Stiff competition by other companies like, TVS and YAMAHA.

Government Intervention.

Cost of service is higher compared to other organization

because it is applying old techniques for service.

And environmental laws

Thus all above swot analysis is based on the customer survey and it is

according to the customer feed back which gives the result to the study.


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CHAPTER-7

Findings1. In this survey it was found that 96% of the respondents in Gulbarga

are aware about total number of free services which are providing by

Sri Venkatesh automotives.

2. In this it was found that 78% of the respondents unaware about total

number of sub services which have given in each free service.

3. From the survey it was found that 49% of the respondents feels that

the behavior of the staff during the service is fair that is no satisfactory

or dissatisfactory.

4. In this it was found that 61% of the respondents did not get their

bikes delivery on time.

5. In this survey it was found that 96% of the respondents are satisfied

with respect to addressing their complaints. This indicates that in Sri

Venkatesh automotives proper care has given on solving customer

problems.

6. It was found in the survey that 64% of the respondents satisfied with

the post sales service of the Sri Venkatesh automotives. This shows

that the overall performance of the Sri Venkatesh automotives is good.

7. In this survey it was found that the 62% of the respondents feels that

the cost of paid service is moderate.


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CONCLUSION

The Hero Honda is the No.1 two-wheeler company in India which

produces wide variety of products with different models, aesthetics etc, by

which it has captured a large market share in two-wheeler market.

From this survey it was found that the overall performance of the Sri

Venkatesh Automotives is good. And maximum numbers of the customers are

satisfied with their post sales service.

As from the project we conclude that there is a huge market for Hero

Honda. The new features of Hero Honda were appreciated by customers and

company has a good reputation in the market for its quality products.

It is observed that Sri Venkatesh Automotives is performing well to

satisfy the customer needs and requirements in time. Since last decade it is

earning a good percentage of profit. As there is great Potentiality for Splendor

plus the dealer should take optimum use of this opportunity.

From this survey it was found that the overall performance of the Sri

Venkatesh Automotives is good. And maximum numbers of the customers are

satisfied with their post sales service.


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CHAPTER-8

Suggestions1. Maximum number of the respondents is unaware of the total number

of sub services which Sri Venkatesh automotives are providing. So it is

suggest that in Sri Venkatesh automotives service station they should

stick a pamphlet or hoarding which gives information about sub

services.

2. Nearly half of the respondents feel that the behavior of the staff is fair.

So it suggests that the behavior is also a part of the service so the staff

member should behave well and maintain good relationship with the

customers to improve their service quality.

3. More than half of the respondents did not get delivery of bikes on time.

This shows that customers are not satisfied with respect to this. So it

suggests that maintain timely delivery of their bikes to satisfy the

customers.

4. Maximum numbers of respondents believe that the paid service at Sri

Venkatesh automotives is moderate and nearly half of them dont want

to give their bikes for paid service because they did not find any

difference between local garages and in their service station. So is

suggesting them to give advertisement with regards to paid services.


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QuestionnaireThis is an anonymous survey

(Please do not mention your name)

Dear Respondent,

I Mr.BHEEMASHANKAR S M IVsem M.B.A Student of TUMKURUNIVERSITY OF MANAGEMENT STUDIES TUMKUR as for curricular part of

this course. I am undertaking a project a study on the post sales serviceof the Hero Honda motor cycles on customer satisfaction at SriVENKATESH AUTOMOTIVES, GULBARGA to improve quality of service

This is sincerely meant for academic purpose. The information which is

provided by you will be kept confidential and used for only academic.

Thanking in Advance.

Please tick ( ) mark for answer.

1. Do you own a Hero Honda motor cycle?

(1)Yes (2) No

2. If yes which model?

3. How often you go for servicing?

4. Do you come for service with appointment?

(1)With appointment (2) without appointment

5. Are you aware of total no of free services offered by Sri Venkatesh

Automotives?

(1) Yes (2) No

6. Do you know the various sub services provided during free services?

(1) Yes (2) No

7. How was the approach of the staff during services?

(1) Excellent (2) Good (3) Fair

(4) Bad (5) Very bad


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8. Did they deliver your vehicle on time?

(1) Yes (2) No

9. During servicing of your vehicle all your complaints were addressed

properly?

(1) Yes (2) No

10. Which factor you will consider most while giving your vehicle for

service at Sri Venkatesh Automotives?(1) Good service (2) Timely Delivery

(3) Staff Behavior (4) Availability of spare

(5) Others

11. Are you satisfied with the after sales service provided at Sri Venkatesh

Automotives?

(1) Completely satisfied (2) satisfied

(3) Fair (4) Dis satisfied

(5) Completely dis satisfied.

12.If you are not satisfied? Give reasons

13. The paid service at Sri Venkatesh Automotives is?

(1) Cheap (2) Moderate (3) Costly

14. Do you want to prefer for future paid services at Sri Venkatesh

Automotives?

(1) Yes (2) No


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15.If No why? Give reasons

16.Any suggestions to improve quality of service at Sri Venkatesh

Automotives?


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BIBLIOGRAPHY

bheema ready project

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