INTRODUCTION TO AUTOMOBILE INDUSTRY

INTRODUCTION TO AUTOMOBILE INDUSTRY

Automobile, self-propelled vehicle used primarily on public roads but adaptable to other surfaces. Automobiles changed the world during the 20th century, particularly in the United States and other industrialized nations. From the growth of suburbs to the development of elaborate road and highway systems, the so-called horseless carriage has forever altered the modern landscape. The manufacture, sale, and servicing of automobiles have become key elements of industrial economies. But along with greater mobility and job creation, the automobile has brought noise and air pollution and automobile accidents rank among the leading causes of death and injury throughout the world. But for better or worse, the 1900s can be called the Age of the Automobile, and cars will no doubt continue to shape our culture and economy well into the 21st century. Automobiles are classified by size, style, number of doors, and intended use. The typical automobile, also called a car, auto, motorcar, and passenger car, has four wheels and can carry up to six people, including a driver. Larger vehicles designed to carry more passengers are called vans, minivans, omnibuses, or buses. Those used to carry cargo are called pickups or trucks, depending on their size and design. Minivans are van-style vehicles built on a passenger car frame that can usually carry up to eight passengers. Sport-utility vehicles, also known as SUVs, are more rugged than passenger cars and are designed for driving in mud or snow..

1

In 2007 manufacturing plant in more than 25 countries produced 73.2 million passenger cars .The automobile is built around an origin various systems supply the origin with fuel, cool it daring operation, lubricate its moving parts and remove exhaust gases it creates. The origin produces mechanical power that is transmitted to the automobile’s wheels through adverting which includes a transmission. One or more dive shafts, a differential gear and axles. Suspension system which includes sparing and shock absorbers, customs the ride and help protect the vehicle from being damaged by bumps heavy loads and other shersis. Wheel and tares support vehicles on the road way and when rotated by powered axles, propel the vehicle forward or backward. Steering speed. An electrical system start and operate the engine monitor and control many aspects of the vehicle operation and powers such components as head light and radios. Safety features such as bumpers air bugs and seat bells help protect occupants in an accident.

2

HISTORY OF AUTOMOBILE INDUSTRY

The history of the automobile actually began about 4100 years ago when the first wheel was used to transportation in India. In the early 15th century Portuguese arrived in china and the interaction of the two culture leaded to variety of new technologies including the creation of a wheel . By the 1600’s small steam powered engine models had been developed but it was another century before a full sized engine powered vehicle was created. In 1769 French Army Officer captain Nicolas joseph Cugsnot built what has been called the first automobile cugnots parel wheeler steam powered vehicle carried four person. Designed to move artillery pieces. It has a top speed of a title more than 3.2km/h and had a stop every 20 minutes to build up a fresh head of steam. As easily in 1801 successful but very heavy steam

automobile type

introduced in England laws barred them from public road and forced their owners to run them like train or private tracks their owners to run them like train or private tracks in 1802 a steam powered coach designed by British Engineer. Richard Trethvick journed more than 160km from corn wall to London . Steam powered caught the attention of other vehicle builders. In 1804, American inventor Oliver Evans built a steam powered car in 1828.

3

British inventor a valter Handcock build a series of steam carriages in the mid 1830’s thus were used for the first omnibus service in London. By the mid 1800’s England had an extensive network of coach line. Horse-drawn stagecoach companies and the new rail road companies pressured the British parliament to approve heavy its on steam-powered road vehicles. The tolls quickly drove a steam quickly drove a steam coach operators out of business. During the early 20th century steam cars were popular in the United states. Most famous was the Stanley steamer, built by American Twin brothers Freelan and Francis Stanley. A Stanley steamer established a world land speed record in 1906 of 205.44 km /h. Manufactures produced about

125 models of steam powered

automobiles, including the Stanley until 1932. The first successful self propelled road vehicle was a steam automobile invented in 1770 by the French engineer Nicolas Joseph Cugsnot.

4

PROFILE OF INDUS GROUP

1.

Introduction of Indus Motors In the year 1985 Indus groups started the business as four wheeler

distribution of Maruti Suzuki. And then Indus Motors become one of the largest car service network in India. This organization is no.1 dealer on Kerala and second biggest in the country. Mr P.V Abdul Wahab. M.P is the chief managing director of Indus Group. Maruti Udyog Lt one of the leading companies in the four wheeler Industry. By taking the dealership

of the Maruti Suzuki Indus started the distribution of

their car in the whole kerala. Most of the year the sales, service and spares departments bugged four awards from Maruti Suzuki for outstanding performance. In Kerala Indus have four dealership in Cochin, Calicut, Trivandrum and Muvattupuzha. Indus Motors are selling above 1300 Vehicles per month. In last year Indus Motors sold 3000 numbers.

2.

Promoters of Indus Group

The main promoter of the groups are Mr. P.V.Abdul Wahab M.P the chief Managing director and the direction Ajit Nair and ceo Thomas kuruvilla.

5

3.

Present Position

The group have four dealership in kerala. This organization is no-1 dealer in kerala and served biggest dealer in the century. They are selling 1300 car in every month and last year sold more than 22790 maruti cars.

6

PROFILE OF INDUS MOTORS (P)LTD

Peeves groups one of the traditional business group on kerala, started its business as four wheeler distributor of Maruti Suzuki as will established producer of four wheeler . Indus Motors started the business in 1985. this organization was the first distribution of Mrauti Suzuki cars on the whole kerala. Indus Motors , taking distributor of Maruti Suzuki in Kerala offers a valued after sale service for its customers. Indus Motors are No:1 in the region for customer satisfaction with 15 service centers across kerala from kasargod to Trivandrum. Indus has the largest service network in India.

Main Departments 

Marketing and Sales department



Accounts department



Administrative department’

7

ORGANISATION STRUCTURE OF INDUS MOTORS

CHIEF MANAGING DIRECTOR

DIRECTOR

GENERAL MANAGER

GENERAL MANAGER

(SPARES)

(SALES)

GENERAL MANAGER (SERVICE)

ASSISTANT GENERAL MANAGER (SALES) SENIOR SALES MANAGER

MARKETING EXECUTIVES

SALES OFFICER

OFFICE

8

MECHANIC

TEAM LEADERS

SALES DEPARTMENT STRUCTURE OF INDUS MOTORS

Senior Sales Manger

Assistant Sales Manager

Team Leader

Sales Officer

Sales Executive

9

SALES FUNCTION OF INDUS MOTORS

PRE-SALE PROCESS

SALES PROCESS

POST-SALE PROCESS

•

Pre Delivery Process

Post-Sales feed back call

Walk in Enquiry

• Tele- Enquiry • Follow-up  Product Demonstration

Delivery Process

Feed back form

 Test Drive

Value add Service

Complaint handling

 Finance Process

Customer meets

 Showroom Ambiance

10

ROLE OF INDUS SALES EXECUTIVES

A part from regular jobs of creating prospects visiting than, understanding the need of the prospects , suggesting suitable cars, having knowledge on Maruti Udyog Ltd (MUL) and competitions cars, delivering the cars, Mutilating customer database etc. We have also maintain good relationship with them. You are expected to be the customer. Advisor for life and make that one time customer into his customer for life. You have to be single window interface with your customer on all matters related to car ie, finance, Service, insurance

etc. Once the emotions gets the

confidence in a sale executive, the would revisit, recommend and re-purchase from Indus through the some person. These customers for life

in future will not only

result in more business but give referrals of their friends relatives etc and help to increase sales substantially. Role of the sales Executives can be defined as follows.

I

Pre-sale Activities



Knowledge about Maruti Udyog Ltd range of cars, variants features, colours, prices etc.

11



Competitors models, features, prices etc



Maruti finance, Maruti Insurance, Extended warranty, true value division etc.



Accessories , Ranges offered, Priors, Fitting charges etc



Knowledge about the initial warranty of 2 year



Free Service and periodical services for different models.



RTO Registration formalities Documents required for registration, road tax and registration charges



Booking , payment, Delivery formalities.



Availability and waiting period.



Current Schemes for Customer for different models.



How to give demonstration, test drive and delivery



Preventive maintenance, safe driving and now to save on petrol.



Identification of prospects.

II

Sales Related Activities



Visit the prospects



Understanding the needs of the customer



Give a proposition to the customer including exchange



Create interest and preference for MUL and Indus.

12



Give a detailed demonstration and test drive.



Provide classification to queries and handle objections.



Give reference of happy customers



Proper follow –up with the customer



Secure order from customer



Ensure timely delivery of the Vehicle



Make the delivery a Memorable experience.

III

Post- Sale Activities



Visit the customer within a week of delivery and advice the following



Free service and periodical services.



About the initial warranty for 2 years and extended warranty



Give tips on preventive maintenance



Give tips on sale driving



Give- lips on how to save on petrol



Explain about motor Insurance Policy



Explain about Indus Service network



Maintain data’s of all customer



Regular contact at least once in 3 month



Sound greeting for birthday, Anniversary etc

13

Inform customer about new/ product and product up gradation

 and schemes

Advice for exchange and for up gradation using loyalty

 benefits

Be customer advisor for life and ensure our presence at all time



of his needs

MARKETING ACTIVITIES OF INDUS MOTORS

A.

Product Decision

B.

Identifying the market Areas

C.

Analysis of competition

D.

Customer relationship and satisfaction

E.

Use of Marketing fools and techniques

F.

Sales Procedures.

A.

Product Decision An important function of the marketing dept of any organizations is product

decision. The company selects all these cars produced by Maruti Suzuki.Indus

14

motors being the distributor of Maruti Suzuki do not produce any cars. But they only markets the cars produced by Maruti Suzuki B.

Identification of market areas Indus motors markets their product in the whole kerala. One main districts

Indus motors market their products are at Cochin, Calicut, Muvattupuzha and Trivandrum. C.

Analyzing Competitors The main competitors of Indus motors car distributors are,

D.

Popular Motors

-

Maruti Suzuki

KTC Hundai

-

Hundai

Koyenco

-

TATA

Customer Relationship Program Under the modern concepts, all marketing activities revolve around the

customers, the organization that really understand how customer will respond different product features. Indus motors always tries to understand its customers. It gets feedbacks about the customers from the field executives. From the financial instruction from customer it self who comes to them enquiry about this car and from their off customers. By these reports Indus Motors improve this customer relationship. Indus motors have all type of customer. Which include doctors, engineers, advocates, employees, business mans students etc. Of maintain a well customers satisfaction and relationship under motors provide following service. 15

1.

Test Drives

2.

Free checkup and service

3.

Sending greetings and complements

4.

Free gifts at the time of delivery

5.

Help line.

6.

Marketing tools and techniques.

E.

The following are the tools and technique by Indus Motors to marketing

their product 1.

Loan Mela

2.

Exchange Mela

3.

Marketing Executives

4.

sending mailers and brochures

F.

Saler Procedure The saler producedure at Indus Motors begins where the customer come to

them for purchasing a car they want Indus motors enquire about model of the car color customer require customer payment details etc. Indus Motors offer spot delivery for their customer after receiving the amount of car. On delivery the customer has to fill in a form called delivery details. Suppers the customer has taken the car through loan or finance from any financial institution and Indus motors has to give a copy of sales invoice, a key of the car of the financial institution. 16

MARUTI SUZUKI

Having began operator in 1981 as fledging collaboration between the Indian government and Suzuki Motors of Japan. Maruti Suzuki is one of the coaching car makers in the small car segment to day with a manufacturing faculty in Gurgaon (Haryana). Maruti Suzuki has the capacity to produce around half a million units every year. The company have the highest satisfaction rating with Respect to other cars among a portfolio of its eleven powerful Brands which includes Maruti 800, Zen, Esteem, Alto, Wagnor, Baleno, VITARAXLF With a strong focus o innovation, customer obsession, partnership, network and learning, Maruti Suzuki has managed to creator a market for all car segments as true sub continents middle income bracket swelled in size with the opening up of the economy in early 90’s India witnessed a string of overseas layers setting up

17

shop, but none could deturone the indigmous auto ruler with a major thrust on localization Maruti Suzuki has even helped in lifting up the domestic automobile components industry. Consistently emphasizing on modern manufacturing process and including a japans works culture among their ranks, Maruti Suzuki has been blessed with scarce labour unrest. Brand Maruti Suzuki has always put the customers

at the fore front

manifested in its add-on services such as insurance, authorized service station, driving school, among others, all aimed at marketing the life of Maruti Suzuki owner comfortable. Here’s one who drive home with inimitable case, despite the speed breaker of interwise competition in the Indian Auto bazaar. Maruti is the most respected automobile company in India. Maruti is a joint venture by Suzuki and Government of India. Suzuki motor corporation in the world header in compacts car Maruti has 56% market share in India. Maruti Suzuki is one of the leading companies in the four wheeler industry. Maruti Suzuki is No: 1 is customer satisfaction study by ID power. The first Maruti car war delivered on 14th December 1983 to Mr. Harpal Singh by the prime minister late Smt. Indira Gandhi. Since them Maruti has sold above. So latch cars in India.

MARUTI SUZUKI SPECIAL HINDS

1981: India’s largest automobile company is born incorporated an Maruti Udyog Ltd. 18

1982: JVA and Chinese agreement executed between Suzuki and Goal Suzuki acquire 26% state in Maruti. 1984: 14th December 1983 Maruti 800 delivered to Mr. Harpal Singh by Indira Gandhi. 1984: Launches Omni 1985: Launches Gypsy 1986: Reaches me 1, 00,000 vehicle mark since commencement of production. 1987: export first lot of 500 cars to Hungary. 1988: Reaches as installed capacity of 1, 00,000 units 1990: Launches a three box car, the Maruti 1000 1991: Reaches cumulative indigenization of 65% for all vehicle produced. 1992: Suzuki increases its state in Maruti to 50% 1993: Launches Zen 1994: Launches Esteem 1995: Produces the one million vehicles since the commandment of production. 1996: Launches a 24 hour emergency on road vehicle service started in 21 cities in India. 1999: Launches Malone and Wagoner 2000: Rated No:1 in JD power Asia Pacific’s 2001 India customer satisfaction index study Bags by honors of the shiny to done annually till date. 2001: Launches Versa 2001-2002: Launches true value Maruti finance, Maruti insurance corporate team. 19

2002: Suzuki motors corporation assume mgt control 2003: Enter into partnership with state bank of India 2003: Production of four million vehicle. 2004: Launch Grand vitara XL-7 2004: Listed in BSE and after public issue over subscribed to times. 2005: May 2005 Launches Swift 2006: Launches Zen Estilo

Accolades and Awards 2001: Auto- “car of the year” –business standard monitoring 2002: Maruti 800- “Hall fame Award” “more trusted car brand” in India Zen- No:1 customer satisfaction Alto- “Car of the year”- over drive survey 2003: Maruti 800- “Most affordable car” NFO Alto car survey Zen- No: 1 customer satisfaction Esteem- “best entry mid size car”- JD power. 2004: Alto- Best small car of the year” – Business standard mortaring. Esteem – No:1 in customer satisfaction best entry middle size car- JD power

20

RESEARCH PROBLEM The attributes and habits of people are changing. There changes are affecting the automobile industry. So a lot of new companies are entering this field. As a result consumer persepection in terms of models and concepts about vehicle are changing . In this stability competition will be tough and high. Satisfaction of customer can be measured in terms of whether he is satisfied after purchase by 5he providence of offers and other performance which is expected by him from the company. Satisfaction of customer is essential for the growth of the company. We can understand customer satisfaction through establishing complaint and suggestion system which is by providing opportunity to give their suggestion and complaints like their likes and dislikes, customer satisfaction survey which by

21

conduction survey among customers to know their satisfaction and by analyzing the reason of loosing customers or their switching to other supplies. If these is a good competition, there is a need to perform well from the part of organization. If may lead to innovation, new ideas, technologies and new method for retaining customers. Now in India Indus is facing lot of competition from many dealers of Maruti Sizuki and other automobile manufactures. So it is very essential to study the “customers after sales satisfaction towards Maruti Suzuki and Indus Motors

OBJECTIVE

Primary Objective :- To know the buyers attitude towards Maruti Suzuki after sales based upon style, power, driving comfort, and after sales service. Secondary Objective :- To find out the attitude of customer towards other companies like Hyundai, Tata, Toyota etc

22

RESEARCH METHODOLOGY

Primary Data Source

1.

Market Survey report using structured questionnaire

Secondary Data Source

1.

Other data collected from company

2.

Data collected from magazines and websites

23

REVIEW OF LITERATURE

Review of literature shows the previous studies carried out by researchers in the field. The main purpose of the review of literature is to indicate the problems that are already investigate and those that need further investigation. The researches should undertake extensive literature survey connected with the problem. The researches

should undertake

extensive literature survey connected with the

problem. The researcher should refer academic journals conference, proceeding, Govt.reports books etc. Depending on the nature of the problem. A critical reading of relevant literature becomes dispensible Not only in locating the research problem, but also in analyzing the procedures. In this process it should be remembered that

24

one source lead to another. The studies will help the organizations to implement. There valuable suggestions and opinions. At Indus itself cot of studies are conducted by various management students. Some of the suggestion and findings are as follows. 1)

Aiswarya.V.III Semester; MBA student at K.M.C.T school of

Business

calicut found that Indus ie focusing on the problem area. She suggested focusing on remedical area, which is too effective. 2)

Study conducted by Pooja Krishna, a sales executives found that 24.94%

customers are known the Indus through others. Really it is a failure of sales and market executives. 3)

Ajith kumar, the student of Farook institute of management studies in 2007

says that the repair work

should be

done in speed. Indus

implements this

suggestion now. 4)

The study conducted by Laurence, the student of MBA find out that 22% of

the customers failed to be satisfied by the facilities provided by Indus. And he suggest that Indus should concentrate more on list customer’s survey. Collection of customer’s suggestion.

25

PRODUCT PROFILE – MARUTI SUZUKI

I

MARUTI-800

Economy:

Remarkable full efficiency- The maruti 800 has topped every fuel efficiency

survey conducted in the past. 

Maruti 800 Tops in the petrol list, city figure, 14.1 K.P.L and highway 19.5

K.P.L 

Lowest fuel list per kilometers-Rs.1.94 per km



Also the lowest cost of maintenance



Special finance scheme-affordable almost like a two wheeler

Comfort:a.

Easier Drive 26



Slim external dimension and excellent all round vision



Tight tuning radius of just 4.4 meters.

b.

Cool Drive



Maruti 800 AC-The most affordable air conditioned car in the country

c.

Better life style:-



Own India’s most popular car for as Rs.25.00/ p.m



Enter a whole new world of comfort and safety.

SAFETY:

Front and rear seat belt



Side impact barns



Head lamp leveling



Laminated windshield



Additional body reinforcement



Collapsible steering column



High mount stop lamp

PRICE Model

Showroom list

On road list

Ordinary

194487

212921

AC

215565

234683

27

II

OMNI

Economy 

Omni has an extremely low owner reports running and maintenance lists

amongst all vehicles as in India 

The average mileage is 14.0 KPL



Omni to have the lowest spare parts list

Comfort a.

Space



Big interior dimension



Ample head room, riley room and shoulder room



Along with ample luggage room

b.

Maneuverability



Compact exterior dimension with minimal overhangs

28



Tight turning radius 4.1 meters

Safety 

Front safety road



Side impact door barns



Thermoplastic bumpers



To inch drum brakes



Front and rear seat belt



Laminated windshield



Rear high mount stop light

Engine 

Powerful and efficient



EURO II complant



Multi full option

a.

Petrol

b.

CNG

c.

LPG

CNG:

5 seater



Factory fitted kit



Commercial and private registration possible

LPG:29



5 seater and cargo version



Factory fitted kit from vialle, Netherland



Legally registered.

Price Model

Showroom list

Onroad list

5 seater

235903

260480

8 seater

237874

245479

Omni LPG

246841

272235

IV

VERSA

Comfort Flex seating 

1st row option



Slide and rectine the front row seat to adjust space between the first and

middle rows 

2nd row option



Bucket type seats with reclining and sliding facility



Bench type sent with back folding forward and third seat folding up.



Bench seat folds down into a taste



3rd row option

30



Large suitcase. Fold down and somersault third row seat



All round cooling



Powerful Air condition system with 130cc compressor



Single or Twin AC option



Twin AC with 2 independent cooling unit



Individual control for and rear



Deals for all three seating rows

Safety 

Side impacting absorbing becomes, in all 4 doors



Front impact beam



Steel pipe frame in rear seat



Anti –Roll bar and danger rebound spring



Vaccum Assisted Breaks and a load sensing

Proportioning Value 

Height adjustable restraints

Technology  

Meta tech Engine Powerful and responsive 16 Value , 16 bit Ecm, 1298cc,82 PHP , all

aluminum construction 

Smooth and quiet as compared to most noisy diesel.

31

Electronic power steering

 

Vehicle Speed sensitive



Maintaince free



Lesser load on engine



Computer controlled self diagnosis

PRICE Model

Showroom list

On road list

Ordinary

360101

388204

Deluxe (5 seater)

433494

464095

Deluxe (8 Seater)

433494

447255

Full option

471247

503132

V

GYPSY

On Various Terrains 

Hills

 Higher surround clearance of 210 mm  Wide tracks for better stability 

Snow



4x4 for better g4rip and traction



Light floated

32

  

Petrol engine for quick cold starting Desert Avoid over heating; Aluminum engine for excellent thermal

conductivity 

4x4 for better grip and traction



Light footed



Streams



High frond clearance-210 mm



4x4 for better grip and traction

 

Dirt Tracks Steering damps for eliminating road shock to the steering wheel

 Wide tracks for better stability 

High ways



Excellent damps for eliminating road shock to the steering wheel



5 speed gearbox for efficient and guide highway driver

 

Urban Jangle Staining cool and cool image; for city street rising

Price Model

Showroom list

On road list

Ard Top

525944

560463

Soft Top

506263

539183 33

VI

ZEN

Comfort Comfort and convenience:

New seats with improved high and amber support.



Convenient controls

34



Handy storage species



Powerful AC

Safety 

Protective monologue body



Collapsible Steering column



Side impact becomes



Engine sub-frame



Laminated front wind screen



Anti-whiplash rear seat head restraints.

Style International Styling 

Multi reflector clear head and tail lamps



Front and rear log lamps



New grill



New fender



New front and rear bumpers

New interior styling with features like 

Aluminium polished gear knob



New under console



New fabric seats



Head restraints for rear seats 35



New look instrumentation

Technology 32x4 Hyper Tech 

32 bit ECM for reliability and speed



4 values per cylinder for an idea mix or great efficiency and performance

Electronic Power Steering 

Vehicle speed sensitive



Maintenance free



Lesser load on engine



Computer controlled self diagnosis

PRICE Model

Show room list

On road list

Deluxe

355204

382703

Full option

379733

408026

VII ESTEEM Comfort 

Spacious contoured seats

36



Height adjustable driver seat



Deut seat centre arm rest



Excellent high and lumbar support



All wheel independent suspension



Central cocking



Power window



Power Steering

Safety 

Monologue body with rigid passenger cell and front and rear crumple zones



Collapsible steering column



Side impact becomes



Front ventilated disk brakes and rear self adjusting drum brakes

Style 

Sparking clear lens head lamp units



Elegant chrome front grille



Clear lens front fog lamp



Stylish new rear with clear lens combination



New trunk lid garnish



Plush new up holsters



Ergonomically designed dash board

37



New white dials



Silver finished controls



Sporty gear stalk

Performance 

Faster Acceleration in its class (0-100cm 11.49 sec)



MPFI; 16 value , 32 bit, 1300 cc all Aluminum



85 bhp & 6000 rpm



Torque of 110 NM 4500 rpm



Aerodynamic body



All wheel independent suspension

Technology 

32 bit ECM for reliability and speed



4 Value pressure cylinder for an ideal MIX of great

efficiency and

performance PRICE Model

Showroom list

On road list

Deluxe

473391

580112

Full option

507370

544247

38

VIII BALENO Comfort 

A cockpit like dashboard



Till steering for a personalized driving position



Spacious seating with adequate head, legend shoulder room



An Ac rated even better than the Maruti S Class



Graceful integrators with thoughtful features like armrest, electronic control

ORVM’s and AC switches etc. 

Smooth riding with suspension

Safety 

Rigid managing body with front and rear crumple zones



Collapsible steering column]



Front height adjustable seal belt



Ventilated broke discs and self adjusting rear drum brakes

Technology All wheel independent suspension 

Smooth ride



Excellent handling and road grip

DDL (Dual coil Distributor Less ignition) 

Reliability and excellent performance. 39

32x4 Hyper Tech 

32 bit Ecm for reliability and speed



4 values pressure cylinder for an ideal mix of great efficiency and

performance Technology 

13 noise reduction technologies



Front Hoard Insulator



Dash board silences



Steering support tube



Floor carpet silencer



Roof insulation frame



Chassis sub frames



Floating acceleration cable



Wheel housing insulator



Resonators and silencer



Quarter panel insulator

Price Model

Showroom list

On Road list

Deluxe

563405

608393

Full option

649788

692676

40

IX

GRAND VITARA XL.7

Comfort Seating for seven or cargo various sizes 

Reclining 1st,2nd,3rd row seats



1st row can hilly recline in cline with 2nd row for flat resting plate



Sliding folding sent backs for 2nd and 3rd row



2nd row can fold in to a table



Leather seats



Fully auto climate control with micron our filtration system



Till steering and height adjustable drawers seat



Over 14 handy storage places

Performance 

2 Liter DOHC v6 engine



166 bhp 6000rpm



Load low end torque – 236 NM 4500 rpm



Variable our intake system for performance and efficiency at al engine

speeds 

Direct ignition systems for reliability and efficiency

41



Zero maintenance timing chain for durability and reliability

Handling 

Drive select 4x4 shift on the fly (UP to 100 kpr)



Independent coil and strait suspension at the front



5 links axle coil spiting at the rear



16 mch wheel rims for better road holding on all surface



Street lower brace for increased body rigidity .

Safety 

Highest safety rating by us crash testing agency 1.1.4.5



Overall rating – good



Shady ladder frame with built in front and rear crumple zones



Steel reinforced passenger compartment with high tensile strength steel in A,

B and C pillars 

High tensile strength steel side impact beam



Secure ISO- fix child seating system



Dual front Airbags



Seal felt with pretend screeners and load limiters to hold a person in till air

bags can deploy perfectly 

Antilock break system (ABS) with electronic Break Circe distribution for

perfect controlled stop irrespective of the surface. Price 42

Model

Showroom Cost

Deluxe (Limited Edition) 1801805

X

On Road Cost 1890058

Wagon R

Comfort 

First class Airline seating



Split rear seats for flexible passenger and boot space.



Full flat folding seats for enhanced luggage space



Powerful AC



Super smooth ride with McPherson strut suspension at the front and trailing

with coil spring at the rear 

Key less entry

Style 

Original tall boy design



Clear lance head lamps and tail lamps



Classy chrome grille



Elegant upholstery



Sporty & roof rails

Technology 43



1061 cc mpfi low friction engine develops 64 bhp @ 6200 rpm



DDLI (Dual Coil Distributor less ignition) system for reliability and

excellent performance 

32 X 4 Hyper tech



16 bit and 32 bit Ecm for reliability and speed



4 valves per cylinder for an ideal mix of great efficiency and performance



Electronic power steering



Vehicle speed sensitive



Maintenance free



Lesser load on engine



Computer controlled self diagnosis

Safety 

Meets stringent international safety norms



Head lamp leveling



Twin Air bags- optimal in vxi



ABS- optional vxi



Side impact beams in front and rear doors



Rigid passenger cell with protective crumple zones



8 inch Booster Assisted brails



Anti roll bar

44



Good visibility with high seating position

Price Model

Showroom Cost

On road Cost

Ordinary

332912

360334

Deluxe

382728

380825

Deluxe (with airbag)

407224

437176

Full option

454393

485950

XI

ALTO

Comfort It’s cool 

Super cool AC



Power full and effective compressor

Delightful Drive 

Right turning radius



Speed sensitive maintenance fuel electric power steering



Gas filled absorbers



McPherson struts with torsion type anti roll- bar suspension

Safety 

Adhering to straighten international safety standard



Highly ride monologue frame 45



Dual side impact door beams



Dual diagonal 20cm booster assisted brakes



Rear door child safety lock



Non- jamming door



Large halogen lamps

Technology Electronic power steering 

Vehicle speed sensitive



Maintenance free



Lesser load on engine



Computer controlled diagnosis

32 x 4 hyper techs 

32 bit ECM for reliability and speed



4 valves per cylinder for an ideal mix of great efficiency



And performance

Performance Brilliant performer 

16 x 4 hyper tech technology



Out standing fuel efficiency



2 impressive road handling

46



Excellent pick- up and acceleration

Global Accolades The global car 

Exported to many countries including advanced countries in Europe like UK,

Holland etc 

Doing very well its in segment around the world



Particular’s car price guide UK gives the following rates



3 star on value



4 star on running cost



3 star on reliability

Price Model

On Showroom cost

On road cost

Ordinary

233664

252424

Deluxe

267341

287192

Deluxe (Limited Edition)

275341

295451

Full option

285678

306123

Full option (Limited Edition)

293678

314382

47

XII SWIFT Comfort Rally based suspension system 

Rally bred, European influenced and specially adapted for India the handling

is easily amongst the finest in the class 

The swift platform has a wide track, and a long wheel base giving the swift

amazing stability and also a very roomy Cubin 

Front suspension comprises of McPherson struts with anti roll bar mounted

on a sub frame, where as rear suspension. Comprises of coil spring with gas

48

dampers and a torsion beam set up gives the swift a superior combination of handling stability and ride comfort 

Tube less radials shod on 14 rich rim make sure that the swift remain sure for

led as ever 

The new generation of electronic power steering places the assist motor at

the pinion and No:1 on the column. This give more assist and significantly lower cabin noise 

A rooming cabin all round thanks in part to the wide for print. The swift has

excellent head, leg and shoulder room for all occupants. The seating is very comfortable and gives the occupants a very natural posture with excellent back and leg support 

The swift has very low cabin noise levels thanks to collaborate and advanced

technologies used in various areas of the car like sound absorbing material vibrating dumpers and special construction techniques. 

An excellent suspension not only makes the swift a nimble handler but also

provides is comfortable ride over all kind of surface

AUTOMATIC CLIMATIC CONTROL 

Black control over the weather inside with just the push of a button. The

swift has a sophisticated fully auto climate control system, that can maintain the set temperature inside come rain, sun or snow.

49



The system does this by using advanced micro computers along with an

interior and exterior sensor 

The swift comes locked with features all designed to make it very convenient

use 

Central locking system and key less entry system with anti theft alarm



Electronic boot opening



Power windows



Speed sensitive electronic steering



Sporty short throw gear laves



Cigarette lighter and luggage room accessory socket



Dual trip digital trip meter etc

Styling Dynamic European styling 

Styled in Europe the swift has a distinctively sporty bold and exacting design



A distinctive sporty front face with uniquely vertically oriented clear head

lamps and a large back mesh bumper grille in the front 

At the side clearly defined shoulder lines complemented by bolding flared

wheel areas and side sills inlay farmer emphasize the cars straight and stability

50



A substantial looking expressively sled largest meets a large wide rear

bumpers that forms a solid visual base for the lower part of the body one rear for light is also neatly integrated with the bumper 

The glass home has a next sleek “wraparound” effect with the blacks out film

on the A and B pillars Technology 6 microprocessors connected by CAN 

The swift has 6 microprocessor of computers that take care of various

function of the car 1.

Engine

2.

Power steering

3.

Air bags

4.

ABS and EBS

5.

Body

6.

Auto AC



All 6 microprocessor of the swift are connected together by CAN (Control

Area Network) communication setup this ia like a LAN setup that we have in officer for communication between computers 

The advantages of having the LAN system are few wires required as all

signal travel on the main wire. This make the system more reliable and computers (TECH 2) which lead to foster repair times

51

Performance Advanced AL Tech 32 Engine 

All aluminum construction



32 bit ECM



1300 cc



16 valves



87 bhp @ 6000 rpm



113 Nm Torque @ 4500 rpm



DDLI



8 sensor system

Price Model

Showroom cost

On road cost

Ordinary

399384

432587

Deluxe

425911

460016

Deluxe (Anti lock break system) 445935

480721

Full option (With Air bag)

542857

506026

DATA ANALYISIS Most Preferable Maruti Model MODEL Maruti 800 Zen Esteem

PERCENTAGE 46.6 6.6 6.6

52

Alto WagonaR Swift

16.5 10 13.7

Maruti Model 50

46.6

45

PERCENTAGE

40 35 30 25

Series1

20

16.5

13.7

15

10

10

6.6

6.6

5

Sw i ft

on aR W ag

Al to

em Es te

Ze n

M

ar ut

i8

00

0

MODEL

Interpretation

The above graph shows that most people choose Maruti 800 than other Maruti Suzuki Model. The rate of Maruti 800 is multiple than next most preferable Maruti Model. The least preferable Maruti Models are Zen and Alto. Mode of Awareness of Indus MODE Magazine Friends Advertisement Self Alignment

PERCENTAGE 16.6 50 23.3 10.1 53

Mode of Awareness of Indus

10%

17% Magazine

23%

Friends Advertisement Self Alignment 50%

Interpretation Most of the customers are known about Indus through their friends. There is a lack of advertisement from the part of Indus Motors. So they have to concentrate more on advertisement

Satisfaction of customers towards Maruti Suzuki OPINION Yes No

PERCENTAGE 93.3 6.7

54

Satisfaction of customers towards Maruti Suzuki 100 90 80 PERCENTAGE

70 60 50

Series1

93.3

40 30 20 10 6.7

0 Yes

No OPINION

Interpretation

The above graph shows customer satisfaction of Maruti Suzuki. Above 95% customers are satisfied with Suzuki that means Maruti Suzuki gain satisfaction from the part of their customer. This may be the one of the reason of success of Maruti Suzuki.

Reason of customer satisfaction of Maruti Suzuki REASON Style Driving comfort Mileage

PERCENTAGE 30 16.7 23.3 55

Service

30

Reason of customer satisfaction of Maruti Suzuki

30%

30%

Style Driving comfort Mileage

17%

23%

Service

Interpretation This graph show that reason of customer satisfaction of Maruti Suzuki service and style of their product Maruti Suzuki have large number of service stations in the country. So it may be the most reason of selecting Maruti Model by people.

Whether customer continue the use of Maruti Suzuki OPINION Yes

PERCENTAGE 83.3

56

No

16.7

Whether customer continue the use of Maruti Suzuki

90 80 70 60 PERCENTAGE

50 40

83.3

Series1

30 20 16.7

10 0 Yes

No OPINION

Interpretation This graph check whether the customer continue the use of Maruti Suzuki. In out of 30 Customers 25 persons are saying that they will continues the use of Maruti Suzuki Model. This shows how customers are satisfied with Maruti Model. Whether the customers own any other car

OPINION Yes No

PERCENTAGE 26.7 73.3

57

Whether the customers own any other car

80 70 60 50 40 30 20 10 0

73.3

26.7 Series1 S1 Yes OPINION

PERCENTAGE

No

Interpretation This is used to test whether the customer of maruti own any other cars, most of the people doesn’t own any other car, but 26% of people own other companies car.

Attraction to Indus Motors ATTRACTIONS Service Customer care Convenience Product availability

PERCENTAGE 40 3.3 16.7 40

58

Attraction to Indus Motors

40%

40%

Service Customer care Convenience Product availability

3% 17%

Interpretation Most of the people are attractive to Indus Motors due to their service and product availability. Indus motor providing a high quality service to their customers and the customer will get product very easily because it is available in Indus Motors at any time Customer’s satisfaction about Indus Customer care OPINION Yes No

PERCENTAGE 40 60

59

Customer’s satisfaction about Indus Customer care

40% Yes No 60%

Interpretation The above graph shows that whether the customer of Indus motors are satisfied with the customer care facilities provided by Indus motors. Only 40% of customer are satisfied with Indus customer care. Other 60% are not satisfied. So Indus motors has to give more concentration on customer care. Service Provided by Indus Motors MARK Excellent Very good Good Poor

PERCENTAGE 26.7 40 30 3.3

60

Service Provided by Indus Motors

40 35 30 25 40

PERCENTAGE 20 15

Series1

30

26.7

10 5

3.3

0 Excellent Very good

Good

Poor

M ARK

Interpretation This graph shows customer comment on service provided by Indus motors. 40% of customer are giving ‘very good mark for the service. 27% of customers are saying that service provided by Indus motors is Excellent, only 3% of people are giving poor mark for the service of Indus Motors.

FINDINGS 

Indus Motors are providing very good services for Maruti Suzuki

Customers

in Kerala

61



Information transfer and data processing between employees are very

good 

They are providing good services for their customers



Main competitor of Indus Motors is Maruti Popular



Customers are Highly satisfied with Indus Motors Service



Indus provide Maruti insurance service to their customers



Indus Motors are providing high quality spares and parts.



Unity of employees are very good



The sales performance of Indus Motors are very good in condition



They doesn’t provide any huge advertisement



Customer care services of Indus Motors are very poor

SUGGESTIONS

62



Activities of field executives should be improved



No of field executives are very poor



Provide more facilities to customers



Maruti Suzuki concentrate on launching new models along with the up

gradation of previous model. 

Give more importance to advertisement



Focus more on customer care activities



Watch the activities of competitors very well



Motivate employees very well

CONCLUSION After the study and analysis I am concluding that Indus motors are providing very good service for Maruti Suzuki customers in Kerala. This is because of the 63

unity of the employees and the quality of the strategies which they are following. Indus Motors are little ahead than other dealers of Maruti Suzuki and other four wheeler companies in Kerala. Information transfer and data processing between the departments and top-level managers and employees are very good . After the analysis done through questionnaire the overall performance of the Indus Motors are very good in condition. After the study and analysis I also conclude that the most customers of the Maruti Suzuki are satisfied with it and are willing to continue with Maruti Suzuki and also satisfied with the service provided by Maruti Suzuki Indus Motors. Indus group is one of the largest car service networks in India . They are started Business as four wheeler distributor of Maruti Suzuki. Indus starated in 1985 under the Brand name Indus motors Pvt Ltd. This organization is no:1 dealer in Kerala and 2nd Biggest dealer in the Country. Indus has opted promotional media such as newspapers, posters, catalogues, Video Films etc. the marketing tools and techniques such as loan Mela and Exchange Mela and Marketing executives are adopted by Indus Motors are the same that are adopted by other four wheeler distributors, But Indus compared to other cars the efficiency and usage attract more customers to purchase their brand of car. This target has been achieved by Indus inspite of heavy competition from other brand of cars such as Santro, accent etc.

64