INTRODUCTION

MARUTI UDYOG LIMITED

Maruti is India's largest automobile company. The company, a joint venture with Suzuki
of Japan, has been a success story like no other in the annals of the Indian automobile
industry.

Today, Maruti is India's largest automobile company. This feat was achieved by the
missionary zeal of our employees across the line and the far-sighted VIsion of our
management.

The Company Mission:

To proVIde a wide range of modern, high quality fuel efficient vehicles in order to meet
the need of different customers, both in domestic and export markets.

The Company VIsion:

We must be an internationally competitive company in terms of our products and

serVIces. We must retain our leadership in India and should also aspire to be among the
global players.

Their focus is on:

 Building a continuously improVIng organisation adaptable to quick changes

 ProVIding value and satisfaction to the customer

 Aligning and fully involVIng all our employees, suppliers and dealers to face
competition

 Maximising Shareholder's value

 Being a responsible corporate citizen

At Maruti, they have a clear perspective on manpower. They see it as a unique resource,
in the sense that optimal productviIty of other resources depends largely on the way
human resources are utilised. The basic philosophy of management that underlies the
Maruti culture is that all employees of the company should be moulded into a team which
then strives as one, to achieve commonly shared company goals and objectives. To make
this philosophy tenable, the Company takes several initiatives. Inputs are sought from
employees at all levels. They believe that everyone should contribute to the formulation
of company policies, goals and objectives. Secondly, at Maruti, they encourage
leadership in the best sense of the word. According to us, a leader is one who must be
impartial, must have the ability to rise above his own subjectviIty, and, most importantly,
must practice what he preaches.

They understand that the process of creating a sense of belonging that all employees can
identify with is a lengthy one. To ensure that this translates into concrete reality, they
have taken several simple but specific and well thought out measures. The first step in
this direction has been the introduction of a common uniform for all employees. Another
measure is the creation of a common canteen where all employees have lunch, stand in
common queues, and sit on the same table. Common toilets, common transport and
similar facilities for all levels of employees are other measures that reinforce their
emphasis on genuine equality in the workplace.

At Maruti They do not believe in the notion of organisational hierarchies. As a matter of

fact, the management structure and systems in Maruti have been designed to promote
decentralisation of authority. Maruti has a horizontal management structure with only
four functional levels of responsibility to facilitate quicker decision making.

Another focus area of the Maruti culture is the maintenance of a smoothly functioning
communication network. Maruti believes that communication channels between labour
and management cannot simply consist of haVIng a labour representative on the Board of
the Company. They have faith in the ability of labour to effectively participate in
management and make constructive suggestions. To encourage this, they ensure that
there is a thorough dissemination of information at all levels, through newsletters or VIa
a letter from the Chief Executive to all employees. Meetings with the Union are held
regularly, and programmes being contemplated by the Company are discussed with the
Union. The Sahyog Samiti, a collection of representatives of non-unionised employees,
training programmes in Japan, Quality Circles, productivity-linked incentive schemes,
and an ethos of discipline and teamwork, all contribute to the Maruti culture.

Several measures of performance have made amply clear that Maruti has established a
truly healthy work culture. They have met all project and performance targets since
inception. Their productviIty levels are constantly improVIng. The Company has had
good labour relations with employees from the very beginning, and they have been
successful in the export market. Yet, the Maruti culture is one that does not believe in
resting on its laurels. They adhere to the spirit of Kaizen, which states that constant
improvement is always possible. The most basic tenet of productviIty that they hold dear
is that " Today should be better than Yesterday and Tomorrow should be better than
Today".

Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament,
to meet the growing demand of a personal mode of transport caused by the lack of an
efficient public transport system.

Suzuki Motor Company was chosen from seven prospective partners worldwide. This
was due not only to their undisputed leadership in small cars but also to their
commitment to actively bring to MUL contemporary technology and Japanese
management practices (which had catapulted Japan over USA to the status of the top auto
manufacturing country in the world).

A licence and a Joint Venture agreement was signed between Government of India and
Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.

The objectives of MUL then were:

 Modernization of the Indian Automobile Industry.

 Production of fuel-efficient vehicles to conserve scarce resources.

  Production of large number of motor vehicles, which was necessary for economic
growth.

Core Value

 Customer Obsession

 Fast, Flexible and First Mover

 Innovation and CreatviIty

 Networking and Partnership

 Openness and Learning

VIsion

The leader in the India Automobile Industry, Creating Customer Delight and
Shareholder’s Wealth; A pride of India”

Technological Advantage

We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti
Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a
fuel-efficient 4-valve engine to create optimum engine delivery. This means every Maruti
Suzuki owner gets the ideal combination of power and performance from his car.

Our other innovation has been the introduction of Electronic Power Steering (EPS) in
select models. This results in better and greater maneuverability. In other words, our cars
have become even more pleasurable to drive.

Production/R&D

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti
Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two
vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to
make a car. More importantly, with an incredible range of 11 models available in 50
variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.
Production Milestones

1st vehicle produced, December 1983

1,00,000 vehicles produced by August, 1986

5,00,000 vehicles produced by June, 1990

10,00,000 vehicles produced by March, 1994

15,00,000 vehicles produced by April, 1996

20,00,000 vehicles produced by October, 1997

25,00,000 vehicles produced by March, 1999

30,00,000 vehicles produced by June, 2000

35,00,000 vehicles produced by December 2001

40,00,000 vehicles produced by April, 2003

45,00,000 vehicles produced by April, 2004

AWARDS

2011
Number one in JD Power SSI for the second consecutive year
Number one in JD Power CSI for the sixth time in a row - the
only car to win
it so many times
M800, WagonR and Swift topped their segments in the TNS
Total
Customer Satisfaction Study
Leadership in the JD Power Initial Quality Study - Alto
number one in its
segment for the 2nd time in a row, Esteem number one in its
segment for
 the 3rd year in a row, Swift number one in the premium
compact segment
WagonR and Esteem top their segments in the JD Power
APEAL study
TNS ranks Maruti 4th in the Corporate Reputation Strength
(CSR) study
(#1 in Auto sector)-Feb 05
Maruti bagged the "Manufacturer of the year" award from
Autocar-CNBC
( 2nd time in a row)-Feb 05
First Indian car manufacturer to reach 5 million vehicles sales
Business World ranks Maruti among top five most respected
companies in
India-Oct 04
Maruti ranked among top ten (Rank7) greenest companies in
India by
Business Today - Sep '04

2009
Maruti Suzuki was No. 1 in Customer atisfaction, No. 1 in
Sales Satisfaction No.1 in Product Quality (Esteem and Alto)
and No. 1 in Product Appeal (Esteem and Wagon R)
No. 1 in Total Customer Satisfaction (Maruti 800, Zen and
Alto)
Business World ranked us among the country's five most
respected companies
Business World ranked us the country's most respected
automobile company
 Voted Manufacturer of the year by CNBC
Voted one of India's Greenest Companies by Business Today-
AC Nielson ORG-MARG

2006
Maruti 800, Maruti Zen and Maruti Esteem make it to the top
10 automotive brands in "Most Trusted Brand survey 2003"
J D Power ranked 3 models of Maruti on top: Wagonr, Zen
and Esteem
Maruti 800 and Wagonr top in NFO Total Customer
Satisfaction Study 2003.
MUL tops in J D Power CSI (2001) for 4th time in a row

2001
MUL tops in J D Power CSI (2001) for 2nd time in a row:
another international first

2000
Maruti bags JD Power CSI - 1st rank; unique achievement by
market leader anywhere in the world

1999
MSM launched as model workshop in India; achieves highest
CSI rating.
Central Board of Excise & Customs awards Maruti with
"Samman Patra", for contribution to exchequer and being an
ideal tax assessee
1998
CII's Business Excellence Award

1996
Maruti wins INSSAN award for "Excellence in Suggestion
Scheme"
Awarded the Star Trading House status by Ministry of
Commerce

1994-95
Engineering Exports Promotion Council's award for export
performance

1994
Best Canteen award among Haryana Industries as part of
employee welfare

1992-93
Engineering Exports Promotion Council's award for export
performance

1991-92
Engineering Exports Promotion Council's award for export
performance
 RESEARCH METHODOLOGY
RESEARCH DESIGN

 Introduction

The two wheeler industry in India collectively produces 20 Lakh vehicles a

year. Some players have managed to cut through consumer resistance with
innovation, pricing and aggressive marketing. The competition level in the two
wheeler industry is very high now. Many brands are fighting in the market for
maximum share. They have to bring out a lot of differentiation among them. The
major duty of the marketer is to know the reasons for preferring particular motor
bike by the consumers.

 Review of Literature

The Customer Perception Report includes questions in four key area s,

Expectations, Purchase Decisions, Customer Service, and Future Purchases.
So the customer should be invited to participate in the survey. Setting
realistic expectations during the sales process is a vital component of
making happy customers. How a company sets and meets product and
service expectations plays a pivotal role in fashioning customer opinions.
How a company meets or exceeds expectations is measured in three
important areas: product/service, support, and price. These three areas will
be used to factor a score for the Expectations category. The results of the
three questions will be used to factor an overall expectations perception
score.
The Purchase Decision category gives us a better understanding of how the
customer perceives the purchase process. Two key areas for questions include an
open ended question on why they purchased and a ratings question on their
experience. The rating
Question data will be used for the analysis of Purchase Decision category. The
open ended responses from the “Why” questions will be used for product strengths
analysis. The results of the purchase experience question will be used for the
overall Purchase perception analysis. Customer service is one of the most
important differentiations a company can have. For this report, customers will rate
a company in three key areas: customer service, timeliness for problem resolution,
and expertise. These three areas will be used to factor a score for the Customer
Service category.

 Purpose of Literature Review

Literature review is one of the prime parts of every project. The very basic
purpose of the literature review is to gain insight on the theoretical background
of the research problem. It helps the researcher to gain strong theoretical basis
of the problem under study and also help to explore whether any one has done
research on the related issue. That’s why literature review helps one to find out
the path of problem solving. In this regards the very basic purpose of the
literature review in this dissertation is same as mentioned

Methodology

The research will be done through survey method. The collection of data
will be done through questionnaire, interview and related websites

The sample size taken for this research is 100 customers those who having
HERO motor bikes.

The area of this survey consist of Lucknow city

The collection of data will be done with the help of a structured

questionnaire. The designing of questionnaire needs precision and classification of
the subject, so that the respondents can easily understand the question and can
answer it sincerely and correctly.

 Sources of Data
  Primary data:-

Primary data consists of original information for the specific purpose at

hand. It is first hand information for the direct users of respondents. The tools used
to collect the data may vary and can be collected through various methods like
questionnaire, personal interview

 Secondary data:-

Secondary data is the data which is already been collected and assembled. This
data is available with the companies or firms and it can be collected from newspapers,
periodicals, magazines, websites etc.

 Sample Design

The sample size taken for this research is 100 customers having HEROmotorbikes.

 Sampling Technique

Convenient Sampling technique is used for this project.

 Data Collection Tool

Questionnaires as the primary form of collecting data.

 Statistical techniques

1. Bar Diagrams

2. Pie-Chart

 Statistical tools

1. Statistical software like Microsoft Excel

 Limitations of the study:-

1. In this study it is not possible to collect the opinion of all the customers
owing to personal constraints. So the assumptions are drawn on the basis
of the information given by the respondents.

2. The study needs to be completed within a specified time of one month

and in certain restricted areas. So the findings cannot be generalized for
the company as a whole.

3. This study covers only a limited HERO sector. So this study will not be
applicable for those areas.
 CONCLUSION

The price of a car is just one-third of what it cost you over its lifetime. Running and
maintaining it make up the other two-thirds. Take into account resale value and its real
cost becomes clear. Maruti Suzuki stands for value as much as it stands for performance.
In spite of rising input costs, we try our best to keep prices down. Their running costs and
resale values are unbeatable too. Nothing matches the delight their cars deliver. In the JD
Power CSI study 2005, 85% of Maruti Suzuki owners stated that they would definitely
recommend the car they drive to someone else. Infact, you don’t buy a Maruti Suzuki.
You invest in it.

After the rash of new cars launches the past two years, the relative lull in the auto
industry is showing up in the customer satisfaction indices. According to the 2005 four-
wheeler Total Customer Satisfaction (TCS) study conducted by the specialist dviIsion of
TNS Automotive, the automobile ownership experience or customer ownership
experience has declined in all areas compared to 2004. The study is one of the largest
syndicated automotive studies in India, representing the responses of more than 7,000
new car buyers. The comprehensive study covers over 50 models with customer
evaluations taken in the key areas of sales satisfaction, product quality, vehicle
performance and design, after-sales serVIce, brand image, and cost-of-ownership. The
TCS index score proVIdes a measure of satisfaction and loyalty a given model enjoys
with its customers. According to TNS Automotive, the decline is predominantly for
older, small and entry mid-size car models. The ageing of these models seems to be
posing a stiffer challenge for manufacturers to sustain past performance levels at a time
when customer expectations are rising sharply.

The study reveals a significant increase in the importance of sales satisfaction, product
quality (both performance and design) and brand image since 2003, indicating rising
customer expectations over the years. This year's study shows the Maruti Suzuki Swift
and the Toyota Innova as the winners, with the two vehicles achieVIng segment-best
ratings by performing well in areas of greater relevance, particularly product and brand
image. Sales satisfaction is weak in both these models, largely because of the longer
waiting time for new deliveries.
 RECOMMENDATION

Facade/Quality of Dealership should be improve

Uniform of Sales Executives

Proper VIsiting cards should be available to the executives

Mostly dealers don’t have their specific website

All Japanese 5’s concept (Seiro, Sieton, Sciso, Seioetse, Shitsuke) should
be put into practice at Dealership

Maruti should regard as generous discount offers during Festival Season

like Navratra, Dusshera, and Diwali to gear-up their sales

Maruti should advertise in Sports because sports are increasingly cutting

into the share of mass entertainment channels

Maruti can start Money Bond Scheme instead of gviIng Cash Discount
with more value. Customers eligible for an income bond, encashable after a
15year period.
 LIMITATIONS OF THE STUDY

Since the road to improvement is never ending, so this study also suffers from
certain limitations. Some of them are as follows:

 Because of illiteracy, it was a time consuming method in which continuous

guidance was required.

 Questionnaire method involves some uncertainty of response. Co-operation

on the part of informants, in some cases, was difficult to presume.

 It is possible that the information supplied by the informants may be

incorrect. So, the study may lack accuracy.
 BIBLOGRAPHY
Reference Books, Journals, Newspaper, Web Sites, Reports, etc are to be listed, out
here

Books

Kotler Philips, Marketing Management Analysis, Planning Implementation &

Control Edition 1998. Prentice hall of India Ltd. New Delhi

Magazines Jourals & Newapaper

Name of the articles, Business Today: 15-22May 2000

Name of the articles, The times of India . Mumbai: 21 st May 2000

http://www.marutisuzuki.com/