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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 the Customer 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.

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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 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 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. Bajaj (Kawasaki JV) and TVS-Suzuki. The market is showing signs of maturing, with a reduction in business

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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 twowheeler 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 Items Warranty 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 or 40,000 kms, whichever is earlier, from the date of purchase.

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

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

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

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

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

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

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

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

Hero Honda CD Deluxe is warranted for a period of 2 years or 30,000 kms, 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 30,000 kms, 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 Schedule
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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

Free

Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the date purchase

in from EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE of DATE OF PURCHASE

Paid Service

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

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Service

Schedule:

Type

of

Free

Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date of service previous 60 100 100 100 100 100

Paid Service

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

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Service

Schedule:

Type

of

Free

Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date of service previous 60 100 100 100 100 100

Paid Service

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

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Service

Schedule:

Type

of

Free

Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date of service previous 60 100 100 100 100 100

Paid Service

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

Service

Schedule:

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Type Service

of

Free

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date of service previous 60 100 100 100 100 100

Paid Service

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

Service

Schedule:

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Type Service

of

Free

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date purchase EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE of DATE OF PURCHASE

Paid Service

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

Service

Schedule:

DEPARTMENT OF MANAGEMENT STUDIES.TUMKUR TUMKUR UNIVERSITY

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Type Service

of

Free

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date purchase EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE DATE of OF PURCHASE

Paid Service

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

Service

Schedule:

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Type Service

of

Free

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 750 of 1000 - 3500 4000 - 7500 8000 - 11500 12000 - 15500 16000 - 19500 20000

Validity in Days from the date of purchase 40 - 55 140 155 - 280 295 430 - 445 570 - 585 715 - 730

Paid Service NOTE: availed

Each Paid Service needs to be availed after every 4000 kms or 150 days from the previous service, whichever is earlier.

An OIL CHANGE coupon is provide between 3rd and 4th service to be between 9500 10000 KMS or 350 - 365 days from the date of purchase, whichever is earlier.

Service

Schedule:

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Type Service

of

Free

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date purchase EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE DATE of OF PURCHASE

Paid Service

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

Service

Schedule:

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Type

of

Free

Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity in Kms from the date purchase 500 of 750 - 2500 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity in Days from the date purchase EACH FREE SERVICE IS VALID FOR 365 DAYS FROM THE of DATE OF PURCHASE

Paid Service

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

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CAHPTER-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 etc Books; 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 data The 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 quality of service. Venkatesh automotives Gulbarga to improve

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 VENKATESH Automotives 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 are

satisfied 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 that my 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 by personnel interview through questionnaire. Secondary data: This data is generally developed and published for some 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 give the 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 sample size.

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 respondents have 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 1989.90 1998.99 1999-0 0 2000.1 2001-02 2002-03 43000 units 96,200 units 5, 30,600 units 7,61,210 units 10,29,555 units 14, 25, 195 units 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 and permitted 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 Manufacturing The 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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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. Japan
signed. 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 of


Founder Managing Director, Mr. Raman Kant Munjal.

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


motorcycle 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). 2003 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. 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.

Board of Directors

Chairman: Managing Director: Joint Managing Director: Whole-time Director: Director: Director: Director: Director: Director: Director: Director: Director: Director: Director: Company Secretary:

Brijmohan Lall Munjal Pawan Kant Munjal Akio Kazusa Shinichi Nakayama Satyanand Munjal Om Prakash Munjal S P Virmani M P Wadhawan O P Gupta S Toshida Yukihiro Aoshima N N Vohra Pradeep Dinodia V P Malik 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. Karizma 3. CBZ Extreme 4. Glamour 5. Passion + 6. CD-Dawn 7. Pleasure 8. Super Splendor 9. CD Deluxe 10. Achiever 11. Hunk 12. Splendor NXG 13. passion pro 14. Hunk new 15. 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 standard for motorcycle authorized servicing workshop supported have well laid out equipped

by fully

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

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

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,


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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 ITEM Warranty 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 inter-act with customer and from him/her.

in our showroom. During the process

give him/her an impression that you are caring

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 twowheeler 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 AUTOMOTIVES OPP.PRAGANYA SCHOOL TIRANDAS TALKIES ROAD STBT GULBARGA -585102 Ph.229366,2060341 (08472) KARNATAKA Mobile No: 9448219820

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ORGANISATION CHART

Chair person (partners)

General Manager

Accounts Department

Spar Part Department

Sales Department

Servicing Department

Sales Executives

Work Manager

Work supervisor

Head Mechanics

Mechanics

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WORK ALLOCATION CHAR

Work Manager

Front Officer Supervisor

Work Shop Supervisor Team A Team B Team C

Washing Supervisor Worker 1 Worker 2 Worker 3

Delivery Supervisor

Name Name Name

Warranty In charge

Service Follow-up (post service followup)

Passport program in charge

Computer Operator

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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

Work manager

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 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.

Title
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.

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 by personnel interview through questionnaire. Secondary data: This data is generally developed and published for some 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 VENKATESH Automotives Sample Frame: Individuals who buy Hero Honda motor Cycles from SRI VENKATESH Automotives Extent: Gulbarga Time/Period of the study: 01-002-2010 to 30-04-2010. Sample unit: Individuals (Businessman, Students, Professionals,) Sample Method: non-probability sampling, Convenience sampling method Sample 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 Splendor Passion CBZ Other TOTAL Respondent 36 32 10 22 100 Graph-1 Percentage (%) 36% 32% 10% 22%

PERSENTAGE 40 30 20 10 0 spl pass 10 36 32 22

CBZ

Others

Interpretation
As 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 with opp without opp 65 35

percentage% 65% 35%

Graph-2

80 60 40 20 0

65 35

with opp

without opp

Interpretation
The 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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Q3. Are you aware of total number of free services offered by Sri Venkatesh Automotives? Table-3 Respondent YES NO Total 94 4 100 Graph-3 percentage% 94% 4%

PERSENTAGE 96

100 50

4 0 YES NO

Interpretation
From 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 Respondent YES NO Total 78 22 100 Graph-4 percentage% 78% 22%

PERCENTAGE% 78 80 60 40 20 0 Yes No 22

Interpretation
As 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-5 Respondent Excellent Good Fair Bad 20 29 49 2 Graph-5 percentage% 20% 29% 49% 2%

PERSENTAGE 50 40 30 20 10 0 49 29 20 2 Exelent Good Fair Bad

Interpretation
As from the above graph its seem that maximum number of the 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 Yes No Total 39 61 100

Percentage% 39% 61%

Graph-6

PERSENTAGE

80 60 40 20 0 Yes 39

61

No

Interpretatio n
The 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 addressed properly? Table-7 Respondent Yes No Total 96 4 100 percentage% 96% 4%

Graph-7

P E R S E N TA G E 96

100 50

4 0 Y es No

Interpretation
As from the above graph its seem that maximum number of the 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 service at Sri Venkatesh Automotive? Table-8 Respondent Good Service Timely Delivery Staff Behavior Availability of spare parts Total 50 20 12 18 100 Graph-8 Percentage% 50% 20% 12% 18%

P E RS E NTA G E 50 40 30 20 10 0 50

20 12

18

GS

TD

SB

ASP

Interpretation
As 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 Venkatesh Automotives? Table-9 Respondent Completely Satisfy Fair Dis satisfy Total 16 64 16 4 100 Graph-9 Percentage% 16% 64% 16% 4%

PERSENTAGE 80 60 40 20 0 16 compl sat 16 4 fair Dis sat 64

Interpretation
As from the above graph its seem that maximum number of the 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 Respondent Cheap Moderate Costly Total 16 62 22 100 Graph-10 Percentage% 16% 62% 22%

PERSENTAGE 80 60 40 20 0 16 cheap moderate 22

62

costly

Interpretation
As 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 Venkatesh Automotives? Table-11

Respondent Yes No Total 48 52 100 Graph-11

Percentage% 48% 52%

P E RS E NTA GE 52 52 50 48 46 Yes No 48

Interpretation
The 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
Findings 1. 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
Suggestions 1. 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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Questionnaire This is an anonymous survey (Please do not mention your name) Dear Respondent, I Mr.BHEEMASHANKAR S M IVsem M.B.A Student of TUMKUR UNIVERSITY OF MANAGEMENT STUDIES TUMKUR as for curricular part of this course. I am undertaking a project a study on the post sales service of the Hero Honda motor cycles on customer satisfaction at Sri VENKATESH 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. If yes which model? 3. How often you go for servicing? 4. Do you come for service with appointment? (1)With appointment Automotives? (1) Yes (2) No (2) without appointment 5. Are you aware of total no of free services offered by Sri Venkatesh (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 (4) Bad (2) Good (5) Very bad Page 81 (3) Fair

DEPARTMENT OF MANAGEMENT STUDIES.TUMKUR TUMKUR UNIVERSITY

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 (3) Staff Behavior (5) Others 11. Are you satisfied with the after sales service provided at Sri Venkatesh Automotives? (1) Completely satisfied (3) Fair (5) Completely dis satisfied. 12.If you are not satisfied? Give reasons (2) satisfied (4) Dis satisfied (2) Timely Delivery (4) Availability of spare

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
REFERENCE BOOKS AUTHOR NAME, PUBLISHER NAME
1 . Philip Kottler 2. Schiff man 3. Richard I. Levin . Himalaya David S. Rubin 4. S.N.Murthy Himalaya Marketing Management Consumer Behavior Statistics for Management (Eleventh Edition) (fifth) Pear son

TITLE OF THE BOOK,

EDITION,

Pear son

(Seventh Edition)

Business Research methods

(Second Edison)

Websites:
1. www.google.com 2. www.busnessline.com 3. www.herohonda.com

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