CONTENTS

S.NO PARTICULARS PAGE .NO

1. INTRODUCTION 1

2. COMPANY PROFILE 8

3. ORGANIZATION CHART 15

4. FUNCTIONS OF ORGANIZATION 16

5. CONCLUSION 28
INTRODUCTION OF THE STUDY

1
 CHAPTER-I

INTRODUCTION OF THE STUDY

The project study is about customer perception and service quality towards tvs

two wheeler at viswam (tvs Dealer), it is located at CHP colony Tiruchengode town.

Individuals act and react on the basis of their perception not on the basis of objective

reality. The customer’s perception what the consumer thinks about the product or

producer, or brand etc.

The consumer perception is most important to the marketers than their

knowledge of objective reality. Perception may be defined as a process by which

individuals organize and interact their sensors in order to give meaning to their

environment.

Customer is one of the important factors influencing a products success or

failure in the market and it have a significant influence on the perception of the

general public towards the company owning the customer perception of the company

but also the company itself. This study has been conducted to know the customer

perception and service quality towards TVs two wheeler.

Customer plays an important role in the purchasing decision of a product. A

brand is a name, term, sign, symbol, design or a combination of them intended to

identify the goods and services of one seller or a group of sellers and to differentiate

them from those its competitors.

A quality is thus a product or service that adds dimensions and differentiates it

in some way from other products or services designed to satisfy the same need. The

final consumer receives certain benefits with the consumption of those products or

service.

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 Brands create added value for both firms and customers. After creating a

brand, it is even more important to maintain that brand. The success of a firm

depends largely on its capability to attract customers towards its quality. In particular,

it is critical for the survival of a company to retain its current consumers and to make

them loyal to the quality. Firms

selling brands with a high rate of loyal consumer has a competitive advantage over

other firm’s brands sum, loyalty to the firm’s brands represents a strategic asset while

has been identified as quality of customer are willing to pay higher prices and are

fewer prices sensitive.

DEFINITION OF SERVICE QUALITY

The term service quality is defined as the biased behavioral response

expressed over time by some decision-making unit with respect to one or more

alternative brands out of a set to such brands and is a function of psychological

decision-making and evaluative processes.

Service quality refers to the degree to which a consumer consistently

purchases the same quality within a product class. It is the consumers’ conscious or

unconscious decision, expressed through intention or behavior to repurchase a

customer continually. It accurse because the consumer perceive that the brand offers

the right product features, image, or level of quality at the right price. There is a

strong relationship between consumers and service where customers show on active

preference for one customer overall other and will continue to buy that quality over

time, even when thus may also buy other brand in the same category from time to

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time to a greater or lesser degree, the more a customer buys, the more likely he or she

would buy from that company again and again.

Three measures for quality have been used by most of the researchers in the

marketing literature, namely, proportion of purchase method; sequence of purchase

measure; and The probability of purchase measure; In the case of proportion of

purchase measure, quality is defined in terms of percentage of total purchases devoted

to the single most frequently purchased brand, according to service of purchase

measure, customer perception can be defined as to tendered for a customer to buy a

particular blank consistently.

The present study uses the sequence of purchases measure to study the

customer perception, (i.e.) an individual’s service quality is described as the

consistency in purchasing a single brand within a given product class, particular brand

for more than six mentas and continue using that brand in future are considered

customer perception.

MEANING OF CUSTOMER PERCEPTION AND SERVICE QUALITY:

Perception is one of our highest achievements in our earthly and external

spiritual personality, quality means being absolutely true to all times in any

circumstances. Being true to our living partners, children, family members, relatives,

friends, employees, employers, neighbors, etc.,

Customer perception is the idea that you will use a manufactures product

again an again. It may be consumables where you always purchase their quality or

even big ticket item. Service quality can even translate to thing like authors,

information products and even blogs. If you have customers that are willing to pay

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more for your product over similar products or go out of their way to get it, that is true

service quality.

Customer perceptions vary from person to person. Different people

perceive different service about the same products. But more than that. We assign

different meanings to what we perceive and the meaning might change for a certain

person. One might change one’s perspective or simply make things mean something

else.

INTRODUCTION TO THE INDUSTRY

The Britannica Encyclopedia describes a motorcycle as a bicycle or tricycle

propelled by an internal-combustion engine (or, less often, by an electric engine).

The motors on mini bikes, scooters, and mopeds, or motorized velocipedes,

are usually air-cooled and range from 25 to 250 cubic cm (1.5 to 15 cubic inches) in

displacement; the multiple-cylinder motorcycles have displacements of more than

1,300 cubic cm.

The automobile was the reply to the 19th-century dream of self-propelling

the horse-drawn carriage. Similarly, the invention of the motorcycle created the self-

propelled bicycle. The first commercial design was a three-wheeler built by Edward

Butler in Great Britain in 1884. This employed a horizontal single-cylinder gasoline

engine mounted between two steer able front wheels and connected by a drive chain

to the rear wheel.

The 1900s saw the conversion of many bicycles, or pedal cycles by adding

small, centrally mounted spark ignition engines. There was then felt the need for

reliable constructions. This led to road trial tests and competition between

manufacturers. Tourist Trophy (TT) races were held on the Isle of Man in 1907 as

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reliability or endurance races. Such were the proving ground for many new ideas from

early two-stroke-cycle designs to supercharged, multivalve engines mounted on

aerodynamic, carbon-fiber reinforced bodywork.

TWO WHEELER INDUSTRY IN INDIA

The Indian two wheeler market with a volume of about 3.7 million is the

second largest manufacturer and producer of two-wheelers in the world. It stands next

only to Japan and china in terms of the number of two-wheelers produced and

domestic sales respectively.

The Indian two-wheelers industry can be classified into three major segments

namely- scooters, motorcycles and mopeds. The key players in the Indian two-

wheeler markets are TVS, BAJAJ AUTO and HERO HONDA. Together they account

for more than 75% of the industry. YAMAHA and HONDA the two major players

entered the market in 2001, making moves with wholly owned companies.

The Indian motorcycle industry can be broadly categorized into Indian

motorcycles and Indo-Japanese motorcycles. Indo-Japanese motorcycles segment is

dominated by Hero group, Bajaj and Escorts in collaboration with Japanese

manufacturers like Honda, Kawasaki and Yamaha respectively. The Indian

motorcycle is dominated by Bajaj (m80), Escorts and Royal Enfield.

Sales of Hero Honda, the country’s largest motorcycle maker, went up by 36%

to 5.51 lakh units while the closest rival Bajaj Auto, surged 41.1% to 2.81 lakh

motorcycles. Sales in Chennai-based TVS motor soared 93% to 2.61 lakh units owing

to the success of its 110CC motorcycle Victor, while the Yamaha showing signs of

resurgence with its Crux motorcycles, registered a 6.13% rise selling one lakh units

during the review period

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COMPANY PROFILE

7
 COMPANY PROFILE

TVS Motor Company Profile

The viswam Group was established back in 1989, when the

founder of the company, N S VISWANATHAN created an enduring business,

led by a family of like-minded workers and managers united by a set of high, yet

shared principles. Driven by this inspiration, the viswam group has today emerged as

Tiruchengode leading player in the automobile and automotive components

industries. The employing a work force of around 150 people. Viswam TVs Motor

Company is the largest among the group companies in Tiruchengode terms of size

and turnover.

TVS Motor Company has,

TVS Motor Company, the flagship company of the TVS Group, is India’s third

largest two-wheeler manufacturer and one among the top ten in the world

 4 manufacturing plants (Hour in Tamilnadu, Mysore in Karnataka, Aligarh in

Himachal Pradesh – India and Karawang - Indonesia)

 16% market share in the two-wheeler industry in India

 Product offerings in all segments of the two-wheeler industry in India

 Product offerings for the three-wheeler industry in India

 More than 15 million customers

 Products exported to more than 50 countries worldwide

Leading from the front, the Chairman of TVS Motor Company, Mr.Venu

Srinivasan, has won many laurels for the company. The most recent awards conferred

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on him, while being head of the Confederation of Indian Industries include the Honors

Cause Doctor of Science (D. Sc.) for his outstanding contributions in the field of

Quality Movement and Manufacturing Excellence, the distinguished civilian honor

‘Order of Diplomatic Service Merit’ (Heung-In Medal) conferred by the President of

the Republic of Korea, His Excellency Lee Myung-bak in recognition of his valuable

contribution in promoting Korea-India bilateral relations and the prestigious honor by

the President of Indian with the Padma Sheri award for his valuable and outstanding

contributions in the field of Trade and Industry. The JRD Tata Corporate, The Star of

Asia award by Business Week, The Jamshedji TATA Lifetime Quality Achievement

Award, Emerging Corporate Giant - Times & Harvard Business School Association

are some of the other high-profile awards bestowed on him.

Resilience, can-do attitude, indomitable spirit to continuously better industry

norms, doing business with a human touch and putting customers at the forefront are

some of the salient features that best define Team TVS.

Driven by technology and innovation at the helm, TVS Motor Company boasts of

a rich talent pool, manufacturing facilities that conform to world class standards and

constantly emphasizes a strong commitment to ensure best practices. The Company

has been a competitive player, constantly challenging industry standards and creating

revolutionary innovations. Take for example the many firsts that the Company has

been credited with, such as the deployment of a catalytic converter in a 100 cc

motorcycle or even the first four stroke 150cc motorcycle; both premiered from TVS

Motor Company. Also, there is the Apache, which in 2006 became the first Indian

motorcycle to win six prestigious awards in a row and that too, immediately on being

launched.

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 The company’s penchant for quality resulted in it becoming the first two-wheeler

manufacturer to win the coveted Deming Award in 2002. The year 2007 also proved

to be a special one for the Company as in that year;

It became the first Indian automobile manufacturer to roll out as many as seven

new products on a single day, a testimony to manufacturing prowess. TVS Motor

Company is committed to achieve total customer satisfaction through excellence in

quality, its management philosophy being based on five pillars of TQM (Total Quality

Management). Quality awareness therefore percolates through the entire organization

from new product development to after sales services.

The current product portfolio of the company comprise of motorcycles including

TVS Star in the economy segment, TVS Flame in the executive segment and TVS

Apache RTR in performance segment. TVS Scotty Pep+, TVS Scotty Teens, TVS

Scotty Teens Electric and TVS Scotty Streak make up the scooterette segment while

XL Super and Heavy Duty form the mopeds segment. The company recently

launched India’s first clutch less motorcycle, TVS Jive along with an automatic metal

bodied scooter TVS WEGO therefore offering consumers a comprehensive product

portfolio

TVS Motor Company is renowned for its human resource management. The

principle of Total Employee Involvement (TEI) that the company employs, gives

equal opportunity to each employee to create a promising career path. Employees get

exposure to various skill developmental aspects like Cross Functional Teams (CFT),

Supervisory Improvement Teams (SIT), and Quality Control Circles (QCC) among

various others. Specific care is taken to ensure the creation and maintenance of an

incomparable working environment with employee welfare at the focal point.

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 TVS Motor Company believes in going beyond the product and reaching out to

people. It values customers and their expectations. In fact, it is this attribute that has

inspired the company to innovate with concepts like 99 colors for TVS Scotty Pep+,

balancing wheels for first-time scooter riders and among many others, racing

technology in the Apache RTR for performance lovers. This has resulted in the

company enjoying a base of more than 15 million satisfied customers.

Constant innovation has led to regular setting of new benchmarks to meet fresh

challenges and customer requirements. While adopting new technologies and

processes, there is the ever present rationale to continually remain a ‘green’ company,

sensitive to the ever changing needs of the environment.

As part of its global operations, TVS Motor Company has set up a manufacturing

facility in Indonesia, which caters specifically to the Indonesian and ASEAN Markets.

PT TVS Motor Company Indonesia, wholly owned subsidiary of TVS Motor

Company, manufactures TVS Neo, the new generation of babes for those markets.

TVS Motor Company has international presence in more than 50 countries in

Asian, African and Latin American Continents and will enter more international

markets in due course. In India, the company functions through a strong network of

sales, service, authorized service centers and other certified service points.

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TVS Motor Company Limited

Post Box No 4,

Haiti, Hosur – 635109

Tamilnadu, INDIA

Phone : 91 4344 276780 – 84 (5 lines)

Fax : 91 4344 276878 / 277423

Website : www.tvsmotor.in

VISION

TVS Motor will be responsive to customer requirements consonant with its

core competence and profitability. TVS Motor will provide total customer satisfaction

by giving the customer the right product, at the right price, at the right time.

MISSION

We are committed to being a highly profitable, socially responsible, and leading

manufacturer of high value for money, environmentally friendly, lifetime

personal transportation products under the TVS brand, for customers

predominantly in Asian markets and to provide fulfillment and prosperity for

employees, dealers and suppliers.

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DEALER PROFILE- VISWAM TVS FOR
MAIN DEALER

13
 DEALER PROFILE

The Viswam Authorized main dealers in Tiruchengode, Tamil Nadu was

started in 1987 From modest beginnings Viswam Authorized main dealers has come a

long way as an automobile dealership. Today it has emerged as India’s

largest and most Prestigious dealerships for TVS vehicles. Under the visionary

guidance of Mr. Viswanathan Gounder, purely due to total customer satisfaction.

The rapid and impressive strides made the company reflect its emphasis on customers

and care. The customers have reciprocated with continuing loyalty .the largest

showroom in the country welcomes every customer as he walks in. the showroom has

been designed to international standards to offer a customer complete attention. The

integrated complex has the showroom; the service centre spares retail under one roof.

The customer is taken through a product demonstration and offered support at every

stage – from vehicle selection and color choice to the registration formalities. Utmost

care is taken to ensure that the customer has to spend the least possible time to get a

vehicle that is without complaints, and complete in paper work. All taken care of by

the Viswam men. For the customer this means walk in and ride out with the minimum

fuss. Efficient after sales service forms part of the package. To keep the vehicle

running smoothly and the customer happy.

Contact Details

Viswam TVS

No.294,VellurRoad,

Tiruchengode -637 211, Tamil Nadu, India

Phone number:(91)-(4288)-251555(91)-9443742112

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ORGANIZATION CHART

CHAIRMAN

MANAGING
DIRECTOR

GENERAL MANAGER GENERAL MANAGER

(SALES) (SERVICE)

ASST.GENERAL
MANAGER
MARKETING (SERVICE)
EXECUTIVES
ASST. GENERAL
MANAGER
(SPARES)

CUSTOMER
RELATION
MANAGER

SPARE PARTS
MANAGER

BODY SHOP
MANAGER

SERVICE ADVISOR

SUPERVISOR

FOREMAN,
MECHANICS
AND HELPERS

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 FUNCTIONS OF ORGANIZATION

 SALES DEPARTMENT

 SPARE PART DEPARTMENT

 ACCESSORIES DEPARTMENT

 BODY SHOP DEPARTMENT

 SHOP FLOOR DEPARTMENT

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SALES DEPARTMENT

A sales department attempts to make the company’s products appear more

valuable to the consumer.

The sales department of any corporation or business is the catalyst of how well

the products are introduced in to the marketplace. A business cannot last long without

sales of its goods and services. This makes the sales department the most important

part of supply and demand of a product. Because of this, the sales department has

several duties and responsibilities within the company.

SPARES PARTS DEPARTMENT

Auto parts is one of the auto motive service industry the TVS of the using

constituting the whole TVS in automotive products and services, collectively referred

to as auto parts.

A wide variety of auto parts TVS brand is now more and more, more TVS

type TVS throughly be divided into heavy vehicles mini-TVS, bike three categories

with the improvement of people’s living standards. People are spending more and

more TVS auto parts market becomes bigger and bigger.

In recent auto part factory also developed rapidly for this reason the development of

service industries increasingly sunny parts, especially the courier services is born

urgent ocean auto services LTD this industry leader in product offering for dealers

across the country as well as an auto repair shop owner ,and according to customer

needs free agency checked 24 hours to reach the air express three days arrival CRE

or EMS.

Precisely because of our reasonable price, fast delivery, quality assurance and

professional service, won strong praise collaborators.

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BODY SHOP DEPARTMENT

Body shopping is the practice of consultancy firms recreating information

technology works in order to contract their services out on short –teem.

SHOP FLOOR DEPARTMENT

A shop floor management system plays a key role in managing the flow of

materials inside the plant. An effectively implemented shop floor management system

serves as a mediator between production control and the shop floor. The JD Edwards

Enterprise One Shop Floor Management system from Oracle provides an effective

way to maintain and communicate information that the system requires to complete

production requests.

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ACCESSORIES

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ACCESSORIES DEPARTMENT

ACCESSORIES INTRODUCTION
Although the air conditioning in most cars is up to the job, there are car fans

available to help keep your car cool in particular hot weather. This may be particular

useful for passengers the back of the car. Simply plug into your car cigarette lighter

socker. In reality the way a car looks and feels can be altered beyond all recognition

and the way you add accessories to your car is individuals as your choice of car.

BENEFITS FOR EXTERIOR BEATIFICATION

 Bound to the paint surface

 Removes

 Fine &medium scratches and swirl marks

 Oxidation
 Stubborn stains
 Other plaint imperfections like orange peels, dust nubs,etc……

 Protect from

 Ur damage
 Oxidation
 Environmental pollution like smoke, dust etc….

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BENEFITS FOR INTERIOR ENRICHMENT
 Clean & protect

 Carpets
 Upholstery
 Interior vinyl
 Leather | fabric
 Plastics
 Rubber surfaces

 Removes all dirt and restores leather seats and side padding

 Prevents fading of leather

 Protect all fabric surfaces by making them stain proof

 Produces a true color of leather fabric giving a natural and rich appearance

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BENEFITS FOR ANTIRUSTUNDERDOBY COATING

 Protect under body substrates from

 Environmental conditions
 Si pacts
 Abrasions

 Insulates against cold and head

 Protect against corrosion
 Protect door panels from

 Environmental condition
 Insulates against cold and head
 Protects against corrosion

BENEFITS FOR AC TREATMENT

 Cleans air condition or coils and dusts

 Disinfects the dust and help to stop buildup for Would

 Removes all bad and foul odors from the ducts

 Improves in car air quality for the well-being of driver and passengers

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BENEFITS FOR HEADLIGHT RESTORATION

 Removes all dirt, dust, hard water marks from the glass

 Removes the oxidation formed which clears the passage of light

 Makes night driving safer

BENEFITS FOR GLASS POLISH & WINDCREENPROTECTION

 Dramatically improves all weather visibility , safety and driving comfort

 Water repellent creates a super slick , non-slick coating which cause rain or
water to bead up for aerodynamic run off

 Helps during night driver no glare

 Removes all hard water stain hens improving visibility

 Avoid future hard water mark stain for minimum of one year

 Disperses on windshield and reduces the need for wipers

 keeps windshield glass clean

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BENEFITS FOR ALLOG WHEEL PROTECTION

 Protects alloy wheels from constant attack from

 Break dust
 road salt
 grime

 Only regular washing needed after protection

 No need for expensive alloy wheel cleaner

 No creaking or scaling off the alloy coating

BENEFITS FOR MICRO FIBRECLOTE

 Revolutionary cleaning power cuts cleaning time by help because micro

fibred is more powerful then conventional cloth

 No need for expensive detergents chemicals or polishes

 Extra ordinary soft touch with luxurious miraculous cleaning

 Result in gleaming mean free finish excellent for ceramics glass mirrors
stainless steel work tops car these and may more applications

 Do not dry in direct sunlight or do not put in dryer

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  Do not use bleach of softener as it breaks down they microfiber and removes
static effect

 Do not working hard after rinsing

 Can be hand wash or machines washed

BENEFITS FOR WIND SHIELO WASHER ADD LTLVE

 This is a highly concentrated cleaning agent for use wind shield wash
systems

 Just add this protect to the windshield wash tank and it till last till the
water gets over

 It reduces the need for wiper and it safe for glass and rubber

 It is also safe to use on modern plastic head lights

 It has a practical cleaning system using minimal concentrate for crystal clear
view

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SAFETY & UTILITY

 Mud flap: protects your car from slush

 PND (portable navigation device):guides you to your destination

 TYRE puncture repair kit: seals a leak of your TYRE in a jiffy

 Window curtain: customer-shaped to fit your car windows, ensure The

 Privacy that you needed

 Roof carrier: to carry your luggage conveniently

 Door visor: unique and stylish range of window visors to add a new dimension

of

 design &beauty to your car

 Side Step: To step in & out of your car comfortably

 Parking AID: Assists while you park

COMFORT
 Seat cover: available in fabric, art leather & leather to give you the extra
 Comfort
 car refrigerator: mini portable car refrigerator
 air freshener: freshener perfumes to get your car small clean & fresh
 carpets: fabric floor mats given a rich &elegant feel in the interior of the car
 universal rubber mats

GOOD LISTENING
 Head Units: Single din & Double din (with & without multimedia)
 Speakers: round, ova l& component
 Woofers: Box, Tupe & woofer with inbuilt amplifier
 Amplifier: 2 channels, 4 channels & mono block

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MERCHANDISE
 T-shirts&shirts
 Watch
 Alarm clock
 Scale models
 Pen drives
 Caps & hats
 Water bottles
 Mugs
 Stationary kit
 Soft toys

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CONCLUSION
Since “THE VISWAM TVS, TIRUCHENGODE is only integrated

company process and its working. I also learned how people of different department

strive hard towards the company’s goals and made me image my responsibility in

such organization. It paved me to mingle with the company persons and to have a

cordial relation in my future endeavor.

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