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Submitted By :
VISHAL SISHODIA
(A0101909161)
MBA Class of 2011
Company Choosen Amity Business School
• Honesty
Service
•Treat with courtesy and respect
Advisor
• Knowledge of Advisor & Explanation to FAQs
Which Car Company do you own V/S how do you rate the service standards
and service quality provided
Inference: Maruti service standards and service quality are rated good as
compared with other brands
Amity Business School
Which Car Company do you own V/S How do you rate the Spare parts Availability
Inference: Maruti Suzuki is rated high compared to Honda and GM on Spare parts Availability
Amity Business School
Which Car Company do you own * How Do you rate Customer Relationship
Management (i.e. listening to requests, fulfillment of commitment, problem
resolution time etc).
Inference: Honda and maruti vehicles incur less problems as compared to other brands
which shows superior product quality .
Amity Business School
CRM
Spare Pars Availability
Dealership Network
Inference: Maruti Suzuki is rated high owing to its vast dealer network and spare
parts availability. But need to work on its service time delivery
AMITY BUSINESS SCHOOL
3000
2700
2400
2100
1800
1500
1200
900
600
300
0
Sales outlet cities covered dealer service maruti city covered by true value
Authorized service outlet
service
Amritsar
Jalandhar
Ludhiana
Chandigarh Patiala
Karnal
Delhi
Jaipur Agra
Lucknow
Ahmedabad Kanpur
Vadodara Bhopal
Rajkot Kolkatta
Surat Nagpur
Nasik
Aurangabad Raipur Bhubaneshwar
Mumbai
Pune Vizag
Hyderabad
Vijayawada
Goa
Present Plan
Bangalore
Cities : 55 71
Mangalore
Calicut
Chennai Outlets : 105 135
Coimbatore
Cochin
Madurai
Trivandrum
Conclusion Amity Business School
Dealership Network
Customer Has Options
SERVICE COVERAGE
RATIO
ADEQUA
Thank you