A

SUMMER INTERNSHIP
&
MINI PROJECT REPORT
ON
CUSTOMER SATISFACTION
AT

RAVIRATNA MOTORS PVT. LTD.

(Authorized Maruti Dealer)
SUBMITTED BY: DHAVAL PATEL
GTU ENROLLEMENT NO.: 107710592032

SUBMITTED TO: SHRI M.H. KADAKIA INSTITUTE OF MANAGEMENT AND

COMPUTER STUDIES (MBA PROGRAMME)
AFFILIATED TO: GUJARAT TECHNOLOGICAL UNIVERSITY, ABAD
GUIDED BY: Mr. HARSHESH PATEL,
ASSISSTANT PROFESSOR,
KIMCOS.
IN THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
BATCH: 2010-2012

DECLARATION

I, Mr. DHAVAL PATEL. Students of

Shri M.H. Kadakia

Institute of Management and Computer Studies, Ankleshwar,

affiliated to Gujarat Technological University, Ahmedabad, hereby
declare that this project is result of culmination of my sincere efforts.
I declare that this submitted work is done solely by me and to the
best of my knowledge.
I also declare that all the information collected from various
primary & secondary sources has been mentioned in this project report.

---------------------------(DHAVAL PATEL)

ACKNOWLEDGEMENT

It was a feeling of immense pleasure and pride for me that I got

this precious opportunity to prepare a project for summer training
as a part of curriculum in Gujarat Technology University.
This project shall be incomplete if I dont convey the heart felt
gratitude to those people from whom I have got considerable
support and Encouragement during this project. Many people
have helped and provided Direction, technical information and its
my pleasure to say vote of thanks to all of them.
I would like to greatly thank to:

Mr. Pinakin Shah (CEO, Raviratana Motors Pvt. Ltd)

Mr. Ramanlal Patel (M.D, Raviratana Motors Pvt. Ltd)

Mr. Darshan Chauhan (HR Head, Raviratna Motors Pvt. Ltd)

Dr. Nimesh Joshi (I/c. Director and asst. Prof. of Marketing at

KIMCOS)

Prof. Harshesh Patel (Asst. Prof. , Project Guide, Marketing

Faculty of KIMCOS)
I am greatly thankful to all advisors who helped me knowingly and
unknowingly for getting information and taking interest in this
report.

Regards,
DHAVAL PATEL

INDEX

GENERAL
INFORMATION

ABOUT THE INDUSTRY

INTRODUCTION

Automobile industry, industry that produces automobiles and other gasolinepowered vehicles, such as Buses, Trucks and motorcycles. The automobile industry
is one of the most important industries in the world, affecting not only the
economy but also the culture of the world.

The automobile has enable people to travel and transport goods faster, and has
opened wider market areas for business and commerce. The auto industry has also
reduced the overall cost of the transportation by using methods such as mass
production (making several products at once, rather than one at a time), mass
marketing (selling products nationally rather than locally), and globalization of
the production (assembling products with parts made with worldwide).

About SUZUKI
Headquarters in HAMAMATSU, JAPAN.
6 Production Plants in Japan.
Largest Producer of Compact Cars in the world.
Products are manufactures in 22 Countries, sold in 190 Countries.
One of the largest manufacturers of motor cycle in the world. Makers of the
Hayabusa, the fastest production bike in world.

HISTORY OF AUTOMOBILE INDUSTRY

Automobile production has grown from small companies making simple so-called
horseless carriages to international corporations that mass- produced
advanced, reliable automobiles for consumers.

Early Automobile Concept:-

In the 15th Century, Italian inventor Leonardo da Vinci envisioned possibilities for
power-driven vehicles. By the late 17th century, English physicist Sir Isaac Newton
had proposed a stream carriage, and by the late 18th century French army captain
Nicholas-Joseph Cannot actually built one.

Henry Ford and Mass Production:-

American Henry Ford helped popularize that idea that anyone could own a car.
Ford Achieved initial success by making cars in large quantities to reduced costs
and by making them simple enough so many consumers could easily operated
them.

Other Automaker:-

European and Japanese automaker were also growing is this new industry. In 1914,
Nissan Motor Co. Ltd. completed its car in Japan. Fiat produced automobile in
Italy, and Daimler and Benz merged together in 1926 to begin production of the
Mercedes-Benz line of automobiles.

Indian Automobile Industry:The Indian passenger car industry as we see today is relatively recent in origins.
Except the ubiquitous and the Premier Padminis there was no much moving
around with an Indian tag. The restrictive policies of the Indian govt. did not allow
foreign player to set the shop in India and in the absence of the adequate
technology and purchasing power it resulted in the slow growth of the industry
even after a long period of time since independence .The entry of Maruti Udyog
Ltd., a Government of India Joint Venture with Suzuki Japan, in Oct 1982 with a
so-called peoples car in and a more favorable policy framework was a new start
up for the Indian Automobile Industry.

ECONOMIC IMPORTANCE

Automobile manufacturer are among largest Companies in the World.

These corporations are often multinational, meaning they are partially owned by
several foreign countries. The U.S. Automobile industry produced 12.8
million vehicles in 2000. It provides three-fourth of the industrys total direct
employment in the United States

HOW CARS ARE BUILT

Making a car involves several major decisions about design of car, how it will be
built, and how it will be sold. It involves three major steps.

1. Research, Design, and Development :Researcher analyzes market trends, consumer survey, and buying
patterns to determine what kinds of the cars to make. Designer work to
shape these new ideas into tangible Parts or products.
2. Manufacturing and Assembly :Before a new car is built, the factory must first be retooled. Retooling a
factory involves changing the machines on the factory floor to produce a
different style of automobile.
3. Sales and Service :Market researcher contributes to the original process and
contributes their studies throughout the manufacture and sale of a
car. The advertising department uses results from polls and focus
groups (small groups of potential consumers) to shape advertising tools for
dealers and directly at the public.

FUTURE AUTOMOBILE INDUSTRY TREND

At the start of the 21st century, the trends and manufacturing flexibility
continue. Computerization continues to be a major part of auto design and
more efficient automobiles design.

Computer-aided design tools are already used in the automobile industry and will
continue to save months of the design time and improve quality of cars.
Alternative energy sources for cars, such as natural gas, electricity, ethanol,
vegetable oil, sunlight, and water, will vie consumer use in future.

Future vehicles will likely to be made of different materials. For example,

improve plastics or composite will reduce car weight, provide fuel economy, allow
for smoother surface and more complex shapes, and batter manages crash
energy. Safety will continue to be concern for automakers.

MAJOR PLAYERS IN THE PESSENGER CAR INDUSTRY

COMPANY
PROFILE

MARUTI UDYOG LTD.

ENTRY OF MARUTI UDYOG LTD.

MUL MARKET SHARE
TECHNOLOGY
PRODUCT RANGE
SALES AND SERVICE NETWORK

Manufacturers

Market Share

MODEL

HYUNDAI

19

CURRNTLY

MARUTI SUZUKI

55

UNDER

TATA

14

OTHERS

12

PRODUCTION
THE OBJECTIVE OF MUL
OUR VISION OUR CORE VALUES
ISO 9001:2000

ENTRY OF MARUTI UDYOG LTD.

Joint venture with Suzuki Motor Corporation Japan (SMC) SMC is the world
largest manufacture of small cars in the world. With lagesy of products renowned
for their economy, reliability & high technology.

MUL MARKET SHARE

MARUTI UDYOG LTD has a 55 % market share while all the remaining
manufacture could only make up 45%. MUL is the world leader in the
share market and sets a benchmark that is hard to achieve.

TECHNOLOGY

Joint venture with SMC Japan, the most technically advanced compact car
Manufacturer in the world.
MUL has introduced the latest 16/4 technology for engines.
Technology that has been tried tested and trusted around the world reliability,
economy and performance.

PRODUCT RANGE

16 models with 50 variant to satisfied any customer need.

At least 2 models available in A, B, & C Segment.
Models available to meet the varied requirements of the customers life style.
Models and variants available to suit various customer need.
Range of vehicles to support physically challenged persons.

SALES AND SERVICE NETWORK

321 Dealer Workshops.

250 Sales Outlets in 156 Cities.
1484 Authorized Service Station.
26 Spare Parts Stockiest.
816 Cities Covered

MODEL CURRNTLY UNDER PRODUCTION

PRODUCT NAME
MARUTI 800
MARUTI ALTO
MARUTI ESTILO
MARUTI A-STAR
MARUTI WAGONA R
MARUTI RITZ
MARUTI SWIFT
MARUTI ESTEEM

PRODUCT NAME
MARUTI DZIRE
MARUTI SX4
MARUTI OMNI
MARUTI EECO
MARUTI GYPSY
MARUTI GRAND VITARA
MARUTI KIZASHI
MARUTI BALANO

THE OBJECTIVE OF MUL

Modernization in the Indian Automobile Industry. Production of fuel-efficient

vehicles to conserve scare resources. Production of large number of motor
vehicles which has necessary for economic growth.

OUR VISION
The leader in the Indian Automobile Industry, Creating Customer Delight
and Shareholders Wealth; A pride of India

OUR CORE VALUES

Customer Obsession
Innovation and creativity
Fast, Flexible and First Mover
Networking and Partnership
Openness and Learning

ISO 9001:2000
At Maruti , our approach to quality is in keeping with the Japanese Practice
Build it into the product.
In 2001, MUL became one of the first Automobile Companies anywhere in the
world the get an ISO 9000:2000 certification. A. V. Belgium, global auditors for
International Organization (ISO), certified Maruti after a four.

Milestone of MUL

1982

Government of Indias (Gol) joint Venture with Suzuki Motor

Corp.

1983

The First Maruti 800 rolled out on Dec.14,1983.

1985

Maruti Gypsy launched.

1986

Cumulative production reaches to 0.1 million units.

1987

SMCs stake rose from 26 to 40%; Maruti started

exporting Car
1990

Maruti 1000 launched.

1991

Liberalization of the Indian economy.

1992

SMCs stake increased to 50%.

1993

Maruti Zen Launched.

1994

Maruti Esteem Launched; Production reaches to one million

cars.

1997

Production reaches two million cars.

1998

Launched a website to strengthen ties with customers and

dealers.

1999

Maruti Baleno ,Wagon R launched.

2000

Alto LX and VX1.1 launched; Production reaches to 3 million

cars.

2001

Maruti Versa launched. True value opened at Hyderabad,

Bangalore & Chennai.

2002

SMCs stake increased to 54.2% upgraded versions off all

vehicles launched to meet stricter emission norms; Maruti
enters into insurance with Maruti Insurance Distributors
Services and Maruti Insurance Brokers Limited.

2003

Suzuki Grand Vitara Launched; Production reaches to 4 million

cars. Marutis initial public Offer (IPO) over subscribed by 10
times .

2004

Alto overtakes M-800 as the best selling car in India.

2005

New look Omni (rs.229,000) launched with an improved engine

to meet norms; Production reaches to 5 million. Suzuki Swift
launched in May in direct competition with Hyundai Gets.
Prices of slashed by Rs. 16,000.

2006

Maruti Suzuki launch ZEN Estilo.

2007

Highest selling car year of maruti. In 2007 the company name

was change to maruti udhyog limited to maruti Suzuki india
limited and also in this year launch maruti swift diesel car.

2008

The maruti Suzuki launch A-star and maruti-800 duo launch at

this year.

2009

Maruti Suzuki launch K-series engine cars and also launch

reloaded the grand vitara car.

2010

Maruti Suzuki introduced next generation CNG technology and

also launch alto K-series engine.

THE INDUSTRY
&

SEGMENTATION
OF
MARUTI CARS

Society of Indian automobile manufactures (siam)

Segment
Car
A1
A2
A3

Name
Mini
Compact
Mid-Size

A4
A5
A6
B1

Executiv
e
Premium
Luxury
Suv

B2

Uv

Van

UVo

Van

Length(mm)
Car
Up to 3400 Maruti 800, reva, nano
3401-4000
Estilo, wegonR, A-star, alto, swift, ritz
4001-4500
Sx4, swift desire, Hyundai, verna, ford fiesta,
Honda city
4501-4700
Honda civic, skoda Octavia, toyota corolla
4701-5000
5001-above
-

Accord, e-class, 5-series

7-series, 5-series,
Maruti gypsy, Honda crv, ford endeavour,
fortuner, grand vitara
Mahindar bolero, Toyota innova, Cheverolet
tavera
Maruti omni, maruti eeco

ORAGANIZATION CHAT OF SALES DEPARTMENT

TARGET MARKET 7 P

PRODUCT LIFE CYCLE (PLC)

MULs Major Competitors in India

Hyundai Motors India Limited (HMIL)

HMIL, the wholly-owned subsidiary of Hyundai Motor Company (HMC), is the
world largest carmaker in India. Its product range include Santro, Getz, Accent,
Elanta,Sonata and Terrcan , a Sport vehicle (SUV).The Santro model gave a
tough run to the M-800 and Alto.

Tata Motors
Tata Motors, the flagship brand of the Tata Group in automobiles, changed its
name from Tata Engineering to Tata Motors on July 29, 2003.Tata Motors is into
the manufacture of multi-utility vehicles , light and heavy commercial vehicles ,
and passenger cars.Its product range in passenger car include Indica , Indigo and
Marina.The Tata Indica , Indias first indigenously designed and manufactured
car, Launched in 1999,proved to be a huge success.

General Motors
General Motors (GM) is the global leader in car manufacture. GM India was
formed in 1994 through a tie-up between C K Birla Group and General Motors
Corporation, USA in 1999, it became wholly-owned subsidiary of GM.The product
range of GM India includes Astra, Corsa, Swing, and Vectra under the Opel brand,
and Optra, Tavera, and Forrester under the Chevrolet brand.

GM India decided to focus on smaller cars to exploit the small car market. After
acquiring Daewoo Motors-the ailing Korean giant in October 2002, GM planned
to market Daewoo Matiz as Cherolet Spark, and Deawoo Kalos as Cherolet Aveo.

INTRODUCTION

TO RAVIRATNA
MOTORS
PVT.LTD.
CONSTITUTION

A Raviratna Motors is a Private Limited Company incorporated under

certificate of incorporation no 04-37190 from register of companies, Gujarat. Thus
the company commenced its business w.e.f.18/01/2000. Raviratna Motors Pvt.Ltd.
is an authorized dealer of Maruti Udyog limited for the territory Dist : Bharuch and
Narmada .It deals with all facilities for pre-sales and post-sales of Maruti Cars .

The authorized share capital of the company is of Rs.50.00 lacks of

Equity shares while 12.50 lacks of Preference share capital in share of Rs.10.0/each.

The company is incorporated mainly for fostering the object of

establishing a trade showroom as authorized dealer of

Maruti Udyog limited

dealing into models of Maruti Vehicles and its spares and accessories under
rending the authorized dealers sales after service. The company would establish
also a service workshop.

As authorized dealers , the company would sale the various models of

Maruti Vehicles under fixed commission rates, while dealing into the spares and
accessories would be purely a commercial trade with specific rates of margin. The
sales after service would also be belled in compliance of standard policy of Maruti
Udyog limited.

The company was incorporated on 1 st of November 2000. It is promoted

by Shree Manubhai K. Patel. Who would look after the accounts & financing
management of the company under day to day supervision of the Shree Ramanbhai
K Patel. shree Manubhahi k. Patel. who would also like to appraise the marketing
under the active participation of Shreee Pinakin J Shah who spends full time in the
showroom to look after day to day affair.

Shree Rasikbhai K. Patel who is elder brother of Shree Manubhai K.

Patel is also one of the shareholders of the company has been appointed as key
personnel to look after the sales after service and also the business dealing into
spares and accessories.

SHOWROOM OF MARUTI PRODUCTS UNDER DEALERSHIP

The showroom of dealing into products of Maruti Udyog Ltd. Under their
registration dealership is already constructed at national highway no: 8, Opp Yogi
Petrol Pump, Zadeshwar ,Bharuch as per approved layout ,plans and specifications
using the best quality of land. The capital cost of the showroom as estimated here
in above at Rs.70 lacks or there about is being financed from shareholder capital
funds & their unsecured loan.
The showroom also consist of various inter departments which
includes Marketing & Sales departments as already mentioned by Mr. Sanjay Patel

who is the sales persons of the showroom and also look after the various works and
assignment allotted by the employees.
In the sales department we have three sales executives who look after
the various corporate & other customers and clients. We also have two sales girls
who just contact customers on phone provide the information and convince the
customers.
We have gigantic workshop of 20 cars at time 20 cars are serviced &
repaired. The workshop has got all the models & sophisticated equipment, which
are latest & computerized in technology. The workshop is decided into section i.e.
running repairs & accidental repairs. Running repairs section deals with all the
cars, which have servicing maintenance the repairs works & the accidental section
deals with those, which had met with the accidents, there is separate department for
spares & accessories which is use for training.

BOARD OF DIRECTORS

As mention earlier Shree Manubhai Patel who is the promoter is supported with
the involvement of the following main persons whose names are as follows.

Mr. Pinakin Shah CEO

Mr. Rasiklal Patel BOD
Dr. Bharatbhai Patel BOD
Mr. Nileshbhai Patel BOD
Mr. Ramanlal Patel M.D
AUDITOR
Mr. N. N. Shah
BANK
HDFC BANK

Salient Features of Raviratna Motors Pvt. Ltd.

Nearest Railhead

Nearest Airport

: Bharuch

: Baroda

Location

: At N.H.No:8, Bharuch

NO. Of employees

: 150

Project Cost

: 2.5 crores

Source of Water

: River Narmada

Workshop

20 bays

ACHIVEMENT

Raviratna Motors Pvt. Ltd. Is one of the biggest showrooms of the Maruti in Gujarat , providing the
customers the various models of Maruti cars .

For the year 2005 Raviratna Motors was awarded with the title of

Customer Satisfaction Index (CSI)

Customer Care Index (CCI)

For the year 2005 Raviratna Motors was awarded with the title of

Best performance in sale satisfaction

Timely Order Placement

Authorized Maruti Centre Workshop

Raviratna Motors Pvt. Ltd.

As far as workshop is connected it has a division of i.e. the spare part division. This separate
spare parts division in dealership is treated as a separate profit centre. This has manpower of,

1. Spare Manager

2. Sales Manager

3. Internal Staff

4. Computer Operator

The report is also sending to MUL regarding the monthly sales report. Special vehicles service
report, Claim report, Sales report ,service report, Warrantee claim report.

The workshop its deals with the major labor work such as

1. free service labor

2. Paid service labor

3. Running repair labor

4. Accident labor

The main products are,

MARUTI 800 Change Your Life

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3335 mm

Fuel tank Capacity

28 Liters

Overall Width

1440 mm

Seating Capacity

4 Persons

Overall Height

1405 mm

Price:

Wheelbase

2175 mm

Rs. 2,25,649 to Rs. 2,53,014

Engine:
Type

4 stroke cycles, water cooled SOHC (1CV2)

Number of cylinders

Piston Displacement

796 cc

MARUTI Omni Fits all

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3370 mm

Fuel tank Capacity

36 Liters

Overall Width

1440 mm

Seating Capacity

5 to 8 Persons

Overall Height

1640 mm

Price:

Wheelbase

1840 mm

Rs. 2,58,669 to Rs. 2,63,996

Engine:
Type

4 stroke cycles, water cooled

Number of cylinders

Piston Displacement

796 cc
MARUTI Alto Lets go

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3495 mm

Fuel tank Capacity

35 Liters

Overall Width

1495 mm

Seating Capacity

4 Persons

Overall Height

1460 mm

Price:

Wheelbase

2360 mm

Rs. 2,70,617 to Rs. 3,34,309

Engine:
Type

FC Engine, 4 valves per cylinder MPFI

Number of cylinders

Piston Displacement

796 cc

MARUTI Zen No.1 Premium Compact Car

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3535 mm

Fuel tank Capacity

35 Liters

Overall Width

1495 mm

Seating Capacity

5 Persons

Overall Height

1405 mm

Price:

Wheelbase

2335 mm

Rs. 3,73,823 to Rs. 4,42,272

Engine:
Type

4 stroke cycles, water cooled SOHC (1C2V)

Number of cylinders

Piston Displacement

993 cc

MARUTI Wagon R For the Smarter Race

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3495 mm

Fuel tank Capacity

35 Liters

Overall Width

1495 mm

Seating Capacity

4 Persons

Overall Height

1660 mm

Price:

Wheelbase

2360 mm

Rs. 3,55,309 to Rs. 4,14,473

Engine:
Type

FC Engine, 4 valves per cylinder MPFI

Number of cylinders

Piston Displacement

1061 cc

MARUTI Versa The Joy of Traveling together

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3675 mm

Fuel tank Capacity

40 Liters

Overall Width

1475 mm

Seating Capacity

5 to 8 Persons

Overall Height

1660 mm

Price:

Wheelbase

2360 mm

Rs. 3,95,247 to Rs. 5,18,623

Engine:
Type

4 Stock cycle, all-aluminum water cooled SHOC,

Number of cylinders

Piston Displacement

1298 cc

MARUTI Esteem Welcome to the Big World

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

4095 mm

Fuel tank Capacity

40 Liters

Overall Width

1575 mm

Seating Capacity

5 Persons

Overall Height

1395 mm

Price:

Wheelbase

2365 mm

Rs. 4,79,889 to Rs. 5,50,095

Engine:
Type

4 Stock cycle, all-aluminum water cooled SHOC,

Number of cylinders

Piston Displacement

1298 cc

MARUTI Swift Youre The Fuel

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

3695 mm

Fuel tank Capacity

43 Liters

Overall Width

1690 mm

Seating Capacity

5 Persons

Overall Height

1530 mm

Price:

Wheelbase

2390 mm

Rs. 4,32,348 to Rs. 5,46,431

Engine:
Type

4 Stock cycle, all-aluminum water cooled SHOC,

Number of cylinders

Piston Displacement

1298 cc

MARUTI Baleno Owners Choice

SPECIFICATIONS:
Dimensions:

Capacity:

Overall Length

4225 mm

Fuel tank Capacity

Overall Width

1690 mm

Seating Capacity

51 Liters
5 Persons

Overall Height
Wheelbase

1390 mm
2480 mm

Price:
Rs. 6,34,794 to Rs. 7,23,032

Engine:
Type

all-aluminum Contemporary, 16 Valves SHOC,

Number of cylinders

Piston Displacement

1590 cc

Common SAFETY EQUIPMENT to all above cars.

Steel side impact beams

Laminated windshield
Additional body reinforcement
Child safety door locks
Engine sub-frame
Halogen headlamps
Collapsible steering column
Ability to Diagnose Breakdown
High Mount Stop Lamp
Lockable glove box
Remote keyless entry
Front & Rare seat belts

Sanjay patel
(Assistant)

S. Jani
(Account manager)

Pinakin shah
(CEO)

FINANACE DEPARTMENT/ACCOUNT DEPARTMENT

Bela Parekh
(Assistant)

Darshan chauhan
(HR manager)

Pinakin Shah
(CEO)

HR DEPARTMENT