PROJECT TITLE Survey regarding the satisfaction of the customer who visit workshop for the service

Punjab technical university jalandhar

Submitted To: Lect Ms Ishpreet kaur

Submitted By: Davinder Kumar 81407317082 Year 2008/09

CT INSTITUTION OF MANAGEMNT AND INFORMATION TECHNOLOGY

Acknowledgement
This project report bears the imprint of those who had rendered their wholehearted support and encouragement without whose help this effort of mine would be in vain. I express my deep sense of gratitude and sincere thanks to my project guide Ms. Ishpreet kaur for his directions, suggestion and information provided which were of utmost importance for the successful completion of the project. I am also thankful to Mr. Karan Kapur for his proper guidance. I thankful to the employees of Cargo Motors for assisting me in the timely completion of project.

At last, I also thank to my family and my friends those helped me in my training period and in the completion of project.

Davinder Kumar

DECLARATION

I hereby declare that project entitled Survey regarding the satisfaction of the customer who visit workshop for the service submitted to PUNJAB TACHNICAL UNIVERSITY, JALANDHAR in partial fulfillment of the requirement for Master Degree of business administration (SEM IIIrd) is my original work. It is by my own and not copied one from other.

DAVINDER KUMAR MBA 3RD SEM 81407317082

CERTIFICATE

This is to certify that the survey entitled, Survey regarding the satisfaction of the customer who visit workshop for the service submitted in partial fulfillment of the requirement for the award of degree of Masters of Business Administration (MBA) from Punjab Technical University, Jalandhar is a bonafide summer training project work carried out by DAVINDER KUMAR, under my supervision and guidance and to the best of my knowledge and information, no part of summer training project work has been submitted for any other degree or diploma.

Lect: ISHPREET KAUR

PREFACE
Without practical training, management education is meaningless so long with the theory; practical training is provided to management students to expose them to the actual working environment of any organization. Such training provides a framework of knowledge relating to the concepts and practices of the assigned topics in the organization. The summer training is an integral part of the course curriculum of Master of Business Administration (M.B.A. 3rd ). In this the student is in the position to analyze the integral working of an organization with mature eyes and understand the dynamics in a much better manner. This particular project has been conducted at Cargo Motors. In the first phase of the research project, there is a introduction of Cargo Motors, company profile and vehicles of Cargo Motors are given. After that a market research is performed with a sample size of 100 people and their vehicles. The research study was limited to the Pathankot. Here, in my survey, I have contacted the respondents through random sampling. The main objective of the research is to know the customer satisfaction level and their perception regarding the service of the Cargo Motors in the workshop and the demand of the particular vehicle.

EXECUTIVE SUMMARY
The report contains the organizational study done at Cargo motors title Survey regarding the satisfaction of the customer who visit workshop for the service The report gives an overview of the automobile sector and company profile and awareness of customer about different type of products and services provided by Cargo Motors. This study was conducted to find out the customer satisfaction of the service of the vehicles regarding Cargo Motors The methodology adopted for the study was through a structured direct interview, which is targeted to the different persons in Pathankot. For this purpose sample size of 100 was taken. The data collected from the different -different people was analyzed thoroughly and presented in the form of charts and tables. Cargo motor must advertise regularly and create brand value for its products and services. There are so many competitors like Maruti, Ford, and Hyundai etc. National companies are using television advertisements to promote their products. There are no of customers of the Cargo Motor. So they want to provide better service of customers. Every city cargo motor has his workshop so that they can provide better service of the consumer. The main branch of the Cargo Motor is in the Jalandhar. There are two workshops in the Pathankot market. First workshop is for small scale vehicles like Tata summon, tata Indica, Tata ace and tata magic etc. second workshop is for the large scale vehicles like 207,407,709,909,1109,1613,2515,2518,4018 etc. On the whole Cargo Motor is a good place to work at every new recruit is provided with extensive training on the products of Cargo Motors. This training enables an advisor/sales manager to market the policies better. Cargo Motor is a one of the part of the Tata Motors and it is very good reputation of the mind of the customer and as well as market share. The company should try to create awareness about itself in India. . With an improvement in the sales techniques used a fair bit of advertising and modifications to the existing product portfolio. The main objective of this company is that improves the quality of the product and provides better service of the consumer

Sr. No. 1 2 3 5 6 7 8 9 10 10 11 12 13 14 15 16 17 History

CONTENTS Subject Covered

Page No. 1-7 8-10 11-13 14-17 18-26 27-28 29-29 30-30 31-32 33-33 34-35 36-36 37-48 49-49 50-50 51-53 54-54

Introduction of Tata motors Models of Tata motors Welcome to Cargo motors Type of vehicles Environment efforts Tata in Asia Pacific Important facts Structure Objectives Research methodology Limitations Data Interpretation Findings Suggestions Conclusion &Questioners Bibliography

HISTORY

JRD Tata
Founder of Tata Motors (1938-1993)

No success in material terms is worthwhile unless it serves the needs and interests of the country and its people by fair and honest means. JRD Tata, a man who has grown into a legend touched the lives of countless people, rich and poor, manager and worker, as he became the embodiment of the principles and philosophy of the House of Tatas. He led the Tata Group for 55 years. During that period, as a financial daily put it, The Tata groups crowning achievement was the making of Tata Engineering & Locomotive Company, a giant that has earned a reputation for investing in men as much as in machines, in nurturing and developing creativity instead of simply buying technology from abroad, in making products appropriate for India and yet good enough for the international markets. JRDs principles and vision laid the foundation for Tata Motors growth. His style of management was to pick the best person for the job at hand and let him have the latitude to carry out the job. He was never for micro-management. It was he who zeroed in on Sumant Moolgaokar, the engineering genius who successfully steered our Company for many years. He was a visionary whose thinking was far ahead of his time. The dream of a passenger car developed in India was born in his time and remained an enduring vision through the years. This provided support to many activities in Tata Motors, which were necessary to see the dream become a reality. e.g., establishment of a full-fledged R&D department at Pune, in-house development of gear box technology, entry into passenger car market and so on.

JRD firmly believed in employee welfare and espoused the principles of an eighthour working day, free medical aid, workers' provident scheme, workmens accident compensation schemes, which were later adopted as statutory requirements in the country. In 1956, he initiated a programmed of closer "employee association with management" to give workers a stronger voice in the affairs of the Company. He believed that the social responsibilities of industrial enterprises should extend even beyond serving people, to the environment. He commented on building the lake near the site of the Tata Motors, Pune plant, We did not have to create a lake to produce a truck, but we did. His emphasis on values, on ethics, on investing in education, research, science, and technology, health care and in improving the quality of life of ordinary people was a forerunner of the more recent concepts of corporate social responsibility. His every visit to the Tata Motors plant was characterized by a keen interest not only in machines and manufacturing processes but also in the employees. He was at home with any age group and his infectious enthusiasm and warmth as also his courtesy, philanthropy and humanity were legendary even in his lifetime. JRD Tata was awarded the countrys highest civilian honors, the Bharat Ratna, in 1992 -- one of the rare instances when the award was granted during a persons lifetime. And, on his death, the Indian Parliament was adjourned in his memory, an action that spoke much more than any words could have done. Jamsetji Tata, the founder of the Tata Group laid the foundation for what is today the Tata Group philosophy on Corporate Social Responsibility (CSR). "The wealth gathered by Jamsetji Tata and his sons in half a century of industrial pioneering formed but a minute fraction of the amount by which they enriched the nation. The whole of that wealth is held in trust for the people and used exclusively for their benefit. The cycle is thus complete; what came from the people has gone back to the people many times over." J.R.D. Tata This has formed the framework on which the philosophy of Tata Motors Corporate Social Responsibility is based...the philosophy of giving back to the community. It has chartered the course that Tata Motors has adopted in its relationship with the community in which it operates.

Sumant Moolgaokar Chairman, Tata Motors (1972-1988) A man with a Vision Sumant Moolgaokar is often referred to as the architect of Tata Motors. Leading the Company for nearly four decades, he was responsible for building Tata Motors into an organization capable of competing with the worlds best - in terms of people, processes and technology. A man with a vision, he had the ability to see what Tata Motors would be. He believed that in order to build an industry, you not only had to build a factory, but also the men and the technology. His vision was not limited to the Company but encompassed even the nation and he was often seen as not just building a factory, but building a nation. His long-term strategies were always in tune with the needs of the country. He was able to foresee that for India to become an industrial nation, it would need specially trained minds, while also being in a position to independently make its own machinery, tools and equipment. With this mind, from the very beginning Tata Motors trained its employees in the required skills and technologies. Sumant Moolgaokar was also instrumental in setting up the Engineering Research Centre, the Machine Tool and the Press Tool Division. That he had the ability of translating his vision into reality was well known. He drove the Company and its people, steering it through its most difficult and challenging times. Setting the standard Expect the best, ask for it, pursue it relentlessly and you will get it., he often said. He believed that the key to bringing out the best from people was to expect the best from them. This pursuit of excellence in conceptualization and execution form the very foundation of the Tata Motors culture. He also possessed the rare gift of bringing out the best in the people who worked with him and was known for personally looking into the development of people with promise - encouraging and motivating them. A nature love His love and commitment for nature and the environment was well known. No expense for installing equipment at the Tata Motors plants was too much, when it was to prevent any kind of pollution arising from the operations. When the Pune plant was being set-up, under Moolgaokar, the first thing that Tata Motors did was plant trees. The barren rocky land was blasted to plant trees. Trees needed water and for that a dam was built that is today a beautiful lake. A lake that has become a safe resting place for several migratory birds.

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RatanTata Chairman, Tata Motors

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had a strong conviction that our engineers, who could put a rocket into space, could produce our own car. It was this very conviction of Ratan Tata that led to the birth of Indica - the car that put India on the automobile world map. Developing an indigenous Indian car was a daunting task. One that Tata Motors took head-on, encouraged by the faith and confidence Chairman Ratan Tata had in the Companys engineering skills. Conceived within a time frame of 31 months - from concept to commercialization at a total cost of $ 400 million, the Indica is a small step towards fulfilling Ratan Tatas vision of Tata Motors as a great car manufacturer. On the Tata Motors board since 1981, Ratan Tata continues the traditions of Jamsetji Tata and JRD Tata, instilling ethics and credibility in the Company. He has steered the Company in challenging times, emerging victorious under even adverse conditions. Under his leadership, Tata Motors is charting for itself a global path in the automotive world. The agreement with MG Rover, UK to manufacture and sell Rover branded Indicas in UK and Western Europe is a step in that direction. Ratan Tatas global ambitions for Tata Motors have taken wing with the recent acquisition of Daewoo Commercial vehicle Co., South Korea and Tata Motors entry in the South African market. The Daewoo acquisition will give Tata Motors a substantial presence in the Korean market in addition to synergies in manufacturing, marketing and research. According to Ratan Tata, the acquisition is a historic occasion for Tata Motors and the Tata Group as this is the largest acquisition by any Indian company in Korea. He believes that the South Africa could be a possible stepping stone for other countries in Africa. Among the many firsts Tata Motors has achieved under Ratan Tatas leadership is the listing of the Company on the New York Stock Exchange (NYSE) - the first company in the Indian engineering sector to list its securities on the NYSE. His next mission for Tata Motors is the development of the Rs 1 lakh car - the peoples car. As he says, India is capable of doing anything it wishes to do if you do not constrain the people...

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Its been an eventful journey, 1954 to 2004. Over the years Tata Motors has evolved from a truck manufacturer to becoming Indias only fully integrated automobile manufacturer with a product range designed to meet Indias transportation needs. Its been an eventful journey, 1954 to 2004. Over the years Tata Motors has evolved from a truck manufacturer to becoming Indias only fully integrated automobile manufacturer with a product range designed to meet Indias transportation needs. past five decades. From the first Tata truck that rolled out in 1954 to the present day, Tata Motors has been on a journey of consent evaluation and growth In a message to employees at the inception of Tata Motors (then Tata Engineering and Locomotive Co) in 1945, Mr. JRD Tata had said, Undertaking the manufacture of boilers first, then locomotives and eventually engineering machinery is an important step forward in the countrys march towards industrial self-sufficiency. The founders of Tata Motors also envisioned that in the post-independence era, the socio-economic and political developments taking place would mean the movement of men and material across the nation. To meet the huge transportation needs and taking the opportunity to be a part of nation building; Tata Motors collaborated with Daimler Benz of Germany in 1954 to manufacture trucks. The two parted ways in 1969 and the Companys vehicles got a new name - from Tata Mercedes Benz Trucks, they were now Tata trucks. Mr. Sumant Moolgaokar, Chairman, Tata Motors (1972-1988) had said, Profits should come from productivity and not by raising prices in a favorable market. Our greatest asset is customer affection. This has remained the Companys credo throughout. But the story of Tata Motors is not just about trucks and buses. Realizing the opportunity for entering a new segment, Tata Motors launched two passenger vehicles - the sports vehicle, Tata Sierra in 1991 and the Tata Estate in 1992. The first fully indigenously developed small car - Tata Indica followed soon after. A car that rewrote the rules of the Indian car industry and propelled India into a select group of nations that manufactures its own car. Tata Motors, with its full range of commercial and passenger vehicles, is all about meeting Indias needs. With trucks that move men and material in places where even roads are non-existent; Tata Motors helps Indias armed forces guard the nations borders. It ensures that little children reach school safely in their Tata school buses. Equally important to Tata Motors is its belief that it has a special responsibility to the community in which it operates. This has formed the guideline for its community development programmer that strives to improve the quality of the life of the people. 12

Having won the hearts of millions of Indians, Tata Motors is set to tap opportunities in global markets. With the Companys recent acquisition of Daewoo Commercial Vehicle Co., South Korea, and its foray into international markets, Tata Motors is geared for its cruise on the world track. On a relentless quest for excellence, Tata Motors looks forward to new challenges. The Tata Empire has changed dramatically since Ratan Tata took over from his uncle J.R.D. Tata in 1991 -- coincidentally the same year that the Indian government began moving away from its rule by regulation toward economic liberalization. Before 1991, Tata Group and its holding company Tata Sons were said to be like many of the empires of old Asia -- weakly centralized, unable to control its satraps and begums and rajahs, full of formal pomp but empty of power. The Tata Sons holding company and the various family philanthropic trusts had diluted their holdings in many of the companies. Under Ratan Tata, the center began to take hold. He moved Tata Group out of sectors where it was not competitive, such as textiles and cement, and invested more family capital in sectors that he thought held more promise. Remarkably, considering the state of overcapacity in the world automobile industry, Tata thought and thinks autos to be one such sector. Where Westerners see a stagnant, legacy industry cursed by overcapacity, he sees it, from an Indian perspective, as a growth industry. The company that is now Tata Motors made trucks, buses and construction equipment, and it still has a 60% share of India's commercial-vehicle market. But under new marching orders from Ratan Tata, the motor company introduced its first India-designed car in 1997. After some early stumbles, its Indica small car and midsize Indigo each accounts for about a quarter of their market segments, for a 16% total share of the Indian car market. The Indian car market grew 17% last year, and Tata Motors' volume grew 27%. Tata Motors (TTM), with a market value of $3.5 billion, is by far the biggest of the Tata companies accessible to American individuals; its American depositary receipts have been listed on the Big Board since September. It reported nearly $4 billion of revenue for the fiscal year ended in March, up 32% from the previous years, and earnings of $283 million, or 79 cents a share, up 41% in dollar terms. The consensus estimate for 2006 is 90 cents a share. The ADRs have been trading at a little below 10, in the middle of a trading range between 12.25 and 8.65 since the listing. Tata Motors soon will incorporate Tata Finance as a wholly owned subsidiary, and the company says it intends to finance up to 40% of its sales within a few years, up from a current 18%. The company noticed what happened in the U.S. and other countries when captive credit companies made it possible for every car dealer to offer financing with small money down and affordable monthly payments. 13

Tata Motors is still recovering from an ill-fated partnership with the now-bankrupt Rover Group in Britain, and it has warned of trouble ahead -- increasing competition and a decline in the commercial vehicle sector, and of course the effect of higher fuel prices. Nonetheless, the company plans to make good on a $1.35 billion five-year capital-expenditure program that started in April 2004. That includes the launch of a basic $2,000 car, which, if Tata succeeds, could be the Model-T Ford of the 21st-century developing world. But cars are still cars.

Chairman's chamber
Ratan N Tata is the chairman of Tata Sons, the Tata promoter company "One hundred years from now, I expect the Tatas to be much bigger than it is now. More importantly, I hope the group comes to be regarded as being the best in India best in the manner in which we operate, best in the products we deliver and best in our value systems and ethics. Having said that, I hope that a hundred years from now we will spread our wings far beyond India..." Ratan Tata

Leadership with trust

Tata companies operate in seven business sectors: communications and information technology, engineering, materials, services, energy, consumer products and chemicals. They are, by and large, based in India and have significant international operations. The total revenue of Tata companies, taken together, was $70.8 billion (around Rs325,334 crore) in 2008-09, with 64.7 per cent of this coming from business outside India, and they employ around 357,000 people worldwide. The Tata name has been respected in India for 140 years for its adherence to strong

Intoduction of Tata Motors

Tata Motors is one of the premier car manufacturing companies in India. In fact it continues to dominate the car manufacturing sector in India accounting for revenues of more than Rs. 35,000 crores in the year 2007-08. Apart from cars, Tata Motors also happens to be one of the largest manufacturers of trucks and buses in India. Over 23,000 people are employed with this Indian firm.

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Beginning of Tata Motors The firm was initially known by the name of TELCO, Tata Engineering and Locomotive Company. During the early years, TELCO used to manufacture locomotives. It was only later that it ventured into the commercial vehicle segment. JRD Tata founded Tata Motors in the year 1945 In 1954, Tata Motors operationalised its activities in the commercial vehicle sector. The Middle Years During the middle years in the history of Tata Motors, the company started expanding its operations dynamically. The first commercial vehicle to have come out of the Tata Motors' fold was a copy of the Daimler Benz model. In the later years, heavy commercial vehicles started making its appearance. In 1960, Tata Motors manufactured its first ever commercial vehicle. In 1986, the first LCV, Tata 407 was introduced. Present time In present times, Tata Motors continues to be a brand to reckon with. It's no mean task to be the largest car manufacturing company in India. In 2004, Tata Motors got itself listed on the NYSE. In 2005, the company became one of the top 10 corporations in India. In March 2008, Tata Motors acquired the British Jaguar Land Rover business from Ford Motors. Popular Tata Motors Brands Some of the popular Tata Motors products have been listed below. Safari Dicor Tata Indigo Tata Indigo SX Tata Indica Tata Indigo Marina Tata Magic Tata Sumo

Tata Motor's Nano Car

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Tata Motors is manufacturing a car, Nano that aims to be the world's most inexpensive production car. The Nano car is priced around Rs. 1,00,000. That has caused other automobile companies like Bajaj Auto and Mahindra-Renault to announce plans to launch cars within the same price range. International operations In recent years, Tata Motors has expanded globally and now has significant presence in several, major countries of the world. Tata Motors carries out production and assembly operations in the following countries. South Korea Thailand South Africa Argentina The car manufacturing company also has plans to expand operations to other international locations like: Turkey Indonesia Eastern Europe In the last decade, Tata Motors has managed to become a global brand and is definitely one of the major car manufacturing companies to watch out for. Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.70, 938.85 crores (USD 14 billion) in 2008-09. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer. The company's 23,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics." Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The company is establishing a new plant at Sanand (Gujarat).

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The companys dealership, sales, services and spare parts network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India.

Jamshedpur plant MANUFACTURING

Established in1945, the Jamshedpur unit was the company's first unit and is spread over an area of 822 acres. It consists of 4 major divisions - Truck Factory, Engine Factory, Cab & Cowl Factories, and the Novus. The divestments in March 2000 hived off the Axle and Engine plants into independent subsidiaries viz. HVAL &HVTL, respectively. The Truck Division boasts of two assembly lines. The main assembly line, measuring 180m in length has 20 work stations with a vehicle rolling out every 8 mins. The other line is dedicated to special purpose vehicles and for meeting the requirements of the Indian Army. The uniqueness of the Factory lies in its possession of Advanced facilities for manufacturing long members comprising of a set-up of 5000 Tones Hydraulic press line, cut-to-length line for strip preparation purchased from M/s Kohler of Germany and a Camber Correction line. Facility for hot forming of axle halves with a 3000 tone press and heating furnace. Flexibility in manufacturing frames with an off line Proto-typing facility The area 1954 where the construction is running we can show with the help of diagram

MODELS OF TATA MOTORS

Tata has provided so many models of the vehicles these all are given below.
A series of new products reflecting a changing consumer mindset. The Commercial vehicle division was moving towards not just selling a vehicle but a transport

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solution. In passenger vehicles, the Tata Indigo made its mark on Indian roads. With the acquisition of the Daewoo plant in Korea, heavy commercial vehicles with a loading capacity ranging from 15T GVW to 45T GVW were added to the Tata Motors range.

207 DI

Safari

Indica V2

LPT 1109

Sumo Victa

Tata Novus range

EX range

Safari EXi Petrol

Indigo

The nineties marked the Companys foray into the passenger vehicle segment with the Tata Sierra and the Tata Estate. In the MUV segment, we saw success with the Sumo and the Safari. The late nineties saw a dream realized the launch of the Tata Indica- Indias first fully indigenous passenger car.

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Indica

LPT 709

Tata Sierra

Tata Safari

Tata Estate

Sumo Deluxe

Tata Sumo

Approximately 32 applications for LCV manufacture had been approved by the Government of India, and most with foreign collaboration. To this, Telcos R&D had a savvy market answer- the 407 specifically created for Indian roads and quick to become the market favorite. We also launched the first fully indigenous pick-up, the Tata mobile, a vehicle ahead of its time.

608 Pick Up

SFC 407

Tata Mobile

Tata 1210
Telcos bread and butter model- the 1210 semiforward truck conquers Indian roads. The term semi-forward meant that the drivers cabin 19

was brought forward half the way towards the front end. In the bargain additional loading space on the platform was created. It also satisfied the psychological need of the driver to have something ahead of him to take the first shock in the event of a collision Tata 1210

Tata Mercedes Benz trucks

All hands Indian and German stretched forth for the job. Step by step the men carried out the assembly and finally, the first Tata Mercedes Benz vehicle was assembled. The coveted place in history went to a 5-tonne load carrier. For Telco, the Auto Era was on the road!
Tata Mercedes Benz trucks

First truck of the Tata in Pune

June 1969 to Dec 1976, Telco gave the market as many Tata vehicles as the Tata Mercedes Benz vehicles produced in the earlier 14 years.

First truck at the Pune in 1977

Welcome to Cargo Motors

Cargo Motors is a division of Imperial Holdings and proudly represents one the leading names in the South African motor industry. In line with the Mercedes-Benz SA Dealer Network Strategy the Cargo / Mercurius business is divided into the following Brands:

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Mercedes-Benz Passenger Cars Mercedes-Benz Commercial Vehicles Chrysler Jeep Dodge Passenger Cars Mitsubishi Passenger Cars and Freightliner/Fuso Commercial Vehicles.

Cargo's activities include new and used vehicle sales, parts and service, financial services and fleet support. At Cargo Motors, we believe "The brand promises, the experience delivers" and that is why we strongly commit to deliver excellent, professional and passionate service to our customers. Thank you for visiting our website and it would be a great pleasure to welcome you soon at one of our Cargo Motors dealerships

CARGO/MERCURIUS MOTORS
The Cargo/ Mercurius Motors is one of the leading names in the South African motor industry. The company was formed in 1955 when Jack Mincer bought the Saker-Bartle group. This group of companies included D H Saker, the franchise holder for Studebaker cars and trucks as well as Vanguard cars and MercedesBenz trucks. The potential of Mercedes-Benz having its own identity was soon recognized and "Cargo" was formed purely for this franchise (Mercedes Benz trucks), while D H Saker retained Studebaker and Vanguard. The name "Cargo" is a combination of the first letters of the first names of the founders of Daimler-Benz, CAR(L) Benz and GO(TTLIEP) Daimler. On occasion, it has also been said that means just CAR GO or that in our early years, we mostly sold trucks and were therefore in the "CARGO" business. Cargo's main source of income in 1955 was derived from truck sales but in the same year the first car, a Mercedes-Benz 180 was imported and sold. In 1956 a total of 93 cars were sold. Cargo's initial premises consisted of a showroom and offices in 92 Marshall Street and a corrugated iron workshop in Harrison Street. The total personnel complement was about 20. The original franchise area comprised of 37 magisterial districts stretching from the Northern Cape and Bechuanaland to Swaziland including the Transvaal, except Pretoria and Northern Transvaal. The area was covered by traveling salesmen and later a steadily growing network of Cargo branches and dealers. In 1956, Cargo's workshop in Harrison Street was moved to Bacon Road where we

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occupied only a small section of the building mainly used by D H Saker. Also in the late fifties, D H Saker was renamed Lindsay Saker. In 1962 a general representative for South Africa was appointed by Daimler-Benz A G in the form of UCDD (United Car and Diesel Distributors) (Pty) Limited which became known as Mercedes-Benz of South Africa (Pty) Limited. This meant a total reorganization of the dealer network. In 1998, Mercedes Benz SA became DaimlerChrysler South Africa. In 1963, Cargo Johannesburg and Lindsay Saker went public and a holding company called Saficon Investments Limited was formed to incorporate both, providing them with finance and guidance. This was followed by the purchase of Cargo's sister companies in Klerksdorp, Germanton and Benoni. Still in the sixties, the rising Mercedes-Benz population in Johannesburg necessitated the expansion of our services and in line with Cargo's strategy to bring our services to our customers' doorsteps; we acquired several service stations, namely Illovo, Braamfontein, Cartograms and North cliff. Meanwhile in October 1968 Cargo city in Stott Street was completed. Based in Selby, Cargo city was one of the largest Mercedes-Benz service centers outside of Germany. In the 1970's Cargo continued to expand its operation by opening more service stations in Morningside, Sand ton, Wynberg and Language - the latter two being predominantly truck facilities. Due to product) and Western Star (maintenance only) form part of the commercial vehicle arm of Cargo Motors. In July 2004, Cargo Motors took over the Mercurial dealerships in Airport, East Rand Mall and Kempton Park and later acquired Polo wane in February 2005 Cargo and Mercurial both owned by the Imperial Group were consolidated under the Cargo Management structure as agreed by DaimlerChrysler South Africa. Although Cargo/Mercurial operates under separate names they are effectively run as one business. In October 2005 Magic Merkel Motors in Tandem was purchased and trades under the name of Merkel Motors and forms part of the Polo wane Market Center. Towards the end of 2001 the DaimlerChrysler Dealer Network Strategy was proposed which focused on Brand Separation. This necessitated the creation of Brand operated Lifestyle Centers e.g. Mitsubishi, Chrysler Jeep and Mercedes Benz Commercial Vehicles Lifestyle Centers This upgrade to facilities is largely complete with Mercedes Benz Passenger Cars Lifestyle Center due for completion in 2007. The Cargo/Mercurial business is divided into Brands. The Brand Centers catering for the specific Brand i.e. Mercedes-Benz Passenger Cars; Mercedes-Benz Commercial Vehicles; Mitsubishi Passenger Cars; Freightliner/Fuso Commercial Vehicles. The business operates territorially on the East Rand and has Market

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Centers in Polokwane/Tzaneen and Potchefstroom and Klerksdorp, which are multi branded. Cargo/Mercurial Motors is a progressive, stable company ranking with the best in the industry. We have a complement of approximately 1 100 employees. We proudly live up to the following values:

Honesty and Integrity Respect Passion Care

TATA & FIAT

IN a development that could see a major realignment in the domestic automobile industry, Tata Motors and Fiat came together on a single platform on Friday to announce a strategic relationship for sales and marketing of Fiat cars through Tata dealerships. Both Tata Motors' Chairman, Mr Ratan Tata, and Fiat SPA Chief Executive Officer, Mr. Sergio Marchionne, who had specially flown in to be present at the press conference, were quick to point out that it was not a joint venture yet, but dropped enough hints to suggest that this first step could see both the auto giants entering into a deeper relationship. "This is not a joint venture, but this is the start of a relationship which could go beyond even a joint venture," Mr Tata said. "It is a relationship which is beginning to form. We want to give it time," Mr Marchionne said. Earlier, Tata Motors' Managing Director, Mr. Ravi Kant, told reporters that a selection of Fiat cars along with service and spares will be available across Tata dealers from March. Dealers will display the new Fiat logo along with that of Tata. This deal is the first of several joint initiatives that has been started after the two carmakers signed a memorandum of understanding in September 2005.

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Mr Marchionne agreed that Fiat has not been successful in making any dent in the Indian market. "Today's agreement is a recognition that we do need to have a major presence in the market," he said. Mr Tata also said that though the Tata Motors was running at nearly full capacity, no decision has been made on utilising Fiat's capacity. "Whether we do it in Pune, Ranjangaon or a new location remains to be seen," Mr Tata said. He said the current alliance was an evolving relationship that did not have any barriers. "It is very prudent not to over promise or overstate. Probably this is the healthiest way to start a relationship with no holds barred to where we go," Mr Tata said. Mr Marchionne said there is a possibility of the product portfolio in India being expanded, though it will not be done this year. He said during the last 12 months, Fiat has taken a conscious decision to open itself to other car companies globally. "It is also important to share its technology, revenues and product development capabilities," he said. Mr Marchionne said even though the company has tied up with Suzuki for the diesel engine plant being set up in India, it would not pose a problem for any new joint ventures with other partners. He said Fiat was financially stable after a long time. "We have the highest of financial stabilities so far and probably we have the best dealership team so far," he said.

Type of vehicles
Two types of vehicles: these are given below: Heavy and medium vehicles
Tata Motors is India's largest and among the worlds top five medium and heavy commercial vehicle manufacturers.

24

Tata Motors provides a wide variety of commercial transportation solution and covers the entire gamut, right from Tippers to Special Purpose Vehicles, to 6x4 and 4x4 off-road vehicles. The range of commercial vehicles includes multi-axle and heavy-duty trucks, tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies. The comprehensive product range has enhanced the companys image as a valueadded M&HCV manufacturer. The company ranks as the worlds fourth largest truck manufacturer in the combined category of Light, Medium and Heavy Commercial Vehicle. If you are looking for smooth and consistent performance of your heavy commercial vehicle and pick-up trucks, then explore the Tipper range from Tata Motors.

Tata Motors is India's largest and among the worlds top five medium and heavy commercial vehicle manufacturers. Tata Motors provides a wide variety of commercial transportation solution and covers the entire gamut, right from Tippers to Special Purpose Vehicles, to 6x4 and 4x4 off-road vehicles. The range of commercial vehicles includes multi-axle and heavy-duty trucks, tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies. The comprehensive product range has enhanced the companys image as a valueadded M&HCV manufacturer. The company ranks as the worlds fourth largest truck manufacturer in the combined category of Light, Medium and Heavy Commercial Vehicle. Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport heavy loads efficiently. These heavy commercial vehicles offer superior fuel efficiency, faster turnaround time, improved tyre life and better drivability

There are heavy demands of the tipper vehicles

right from Tippers to Special Purpose Vehicles, to 6x4 and 4x4 off-road vehicles. The range of commercial vehicles includes multi-axle and heavy-duty trucks, tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies. The comprehensive product range has enhanced the companys image as a valueadded M&HCV manufacturer. The company ranks as the worlds fourth largest

25

truck manufacturer in the combined category of Light, Medium and Heavy Commercial Vehicle. Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport heavy loads efficiently. These heavy commercial vehicles offer superior fuel efficiency, faster turnaround time, improved tyre life and better drivability.

1)

LPT 1613 TC with new tilt cabin and load body - The new tilt cabin and load body is Tata Engineering's response to address the prevailing anomalies where the truck bodies do not conform to any engineering or safety standards, making them potentially unsafe and less economical. The cabin in the LPT1613 TC is an all-steel construction manufactured to global engineering and safety standards. The load body design ensures that the unladed weight of the vehicle is nearly 1 ton lower than existing vehicles, thus enhancing the transporters' profitability

LPT 1613

26

Power : 130 HP Weight : GVW 15660 /16200 kg Drive : 4x2 Available in Right Hand Drive Details | Product shot

SE 1613 697 TCIC 4x2 4x2

SE 1613 TC 4x2 BS2

LPT 1613 697 TCIC

LPT 1613 TC 4x2 BS2 BS2

SK 1613 697 TCIC 4x2 BS2

SK 1613 TC 4x2

LPK 1613 697 TCIC 4x2 BS2

These all are available in the market and heavy demand every customer. These vehicles have same chase but different -2 bodies.

2)

is that type of model of the cargo motors in which has heavy capacity for keep up the load these are looking very power full.

2515:-

2515

27

The meaning of 2515 is 25 ton keeping capacity and 150 harsh powers

LPT 2515 Power : 142 HP Weight : GVW 25000 kg Drive : 6x2 Available in Right Hand Drive

LPT 2515 TC 6x2 BS2 BODY

2515 BULKER

LPT 2515 LOAD

3)

2518:2518 is a same as the 2515 only different between both are chase no and H.Power.

LPT 2518 Power : 176 HP Weight : GVW 25000 kg Drive : 6x2 Available in Right Hand Drive

28

LPT 2518 LOAD BODY

LPK 2518 TC

4) 4018:4018 is a very heavy vehicle all the cargo motors. This is very popular vehicle this is use for the heavy work load.

LPS 4018 Power : 177 HP Weight : GVW 40200 kg Drive : 4x2 Available in Right Hand Drive

4018 bulker

Light Commercial Vehicles (LCVs)

SFC 909 Turbo High Deck

29

LPK 909 Power : 90 HP Tipper Body Vol: 5 cubic meter Available in Right Hand Drive

Bharat Stage II Compliant The new 6-Ton payload truck offers a vehicle designed for multipurpose applications. At the heart of the new SFC 909 is the modern technology 497 Turbo engine, which provides superior pickup and fuel efficiency. SFC construction and Scam Air Brakes ensure driver safety in both highway and off-highway applications. Factory fitted runner mounted high deck load body provides a ready-to-use truck that can be put to use from the first day. Bigger 8.25 x16 -16 PR tires along with a reinforced chassis and suspension ensure that the SFC 909 can take on any road and load abuse. The 160-litre fuel tank provides added convenience to our customers.

The new TATA 207DI Single Cab Pick Up

207 DI EX Power : 63 HP @ 2800 rpm Drive : Available in Right Hand Drive and Left Hand Drive Available in single and crew cab version

The nascent Pick-Up segment gets a vehicle it deserves in the form of the 207DI. The legendary 407 engine or the TATA 497SP27 High Torque engine used here, delivers a huge 18.0 mkg of torque at 1500 2000 rpm with a maximum engine output of 60hp at 2800 rpm. The 3 litre or 2956 cc engine ensures fantastic pulling power on a gradient and an excellent pick

30

up at rated payload. The rugged, macho looks of the vehicle are combined with a power steering that makes driving it effortless. With a loading area of 7.9ft x 5.4ft, it offers the largest loading area in the pick up segment, thus proving its multiple applicability and less number of trips for the user.

The new Tata 207DI Crew Cab Pick Up - Like its single cab variant, the 207DI Crew Cab, comes with the legendary 407 engine. With two bucket seats in the front and a seating capacity of three behind, driving this machine with its Power Steering, Steering Tilt mechanism, huge 18.0 mkg of torque and a powerful 60 hp at rated pay load, is an effortless, yet exhilarating experience.

Designed for urban and rural use, the The 207 DI EX allows easy and extra loading, and offers better stability and handling to the customer. Built to last, the new TATA 207 DI EX offers higher fuel efficiency, rugged stronger suspension, larger clutch, and better maneuverability along with power steering for a better ride. In all the TATA 207 DI EX is packed with high safety and handling characteristics.

Tata ace

ACE Power : 16 HP @ 3200 rpm Available in Right Hand Drive

- The ACE is a small vehicle that opens up big opportunities. Ideal for short, narrow roads as well as long highway hauls, for

31

small bulky loads and large heavy ones, the ACE is an innovative 4-wheeler offering from Tata Motors. The small exterior belies the power-packed technologically-superior engine which gives the ACE high power and high loading capacity. Get the big ACE advantage. Make a small decision

Tata winger

Winger Power : 90 HP @ 4300 rpm Available in Right Hand Drive

Brings distances closer. Takes your business further. Be it a relaxing trip with the family to tourist destinations, airport transfers or transport of delegates to corporate conferences, the Winger Maxi Van makes a perfect choice. This spacious van not only provides a smooth ride, but also helps passengers arrive at their destination feeling fresh and relaxed

Buses
The Low Floor integral rear engine coach - This bus combines the flexibility of a modular design with the safety provided by a welded tubular type shell construction. The 160 hp Euro II Cummins engine with automatic transmission and pneumatic suspension (both at front and rear) provide for excellent passenger comfort and reduced diver fatigue. An automatic ticketing machine makes it ideal for urban transportation eliminating the 32

need for a conductor. The internationally acclaimed Global Positioning System (GPS) enables transport managers to monitor, analyze and optimize operation of their fleet. Attachments to the GPS provide operators with service and maintenance schedules enabling high degree of uptime and maximization of passenger facilities.

Environment efforts
Green Matters Tata Motors, a Company that cares about the future... True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In accordance with this, it plays an active role in community development, serving rural communities around its manufacturing locations.

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Tata Motors believes in technology for tomorrow. Our products stand testimony to this. Our annual expenditure on R&D is approximately 2% of our turnover. We have also set up two in-house Engineering Research Centres that house India's only Certified Crash Test Facility. We ensure that our products are environmentally sound in a variety of ways. These include reducing hazardous materials in vehicle components, developing extended-life lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has been making a conscious effort by implementing several environmentally sensitive technologies in manufacturing processes. The Company uses some of the world's most advanced equipment for emission check and control. Tata Motors concern is manifested by a dual approach 1. Reduction of environmental pollution and regular pollution control drives 2. Restoration of ecological balance. Our endeavors towards environment protection are soil and water conservation programmed and extensive tree plantation drives. Tata Motors is committed to restoring and preserving environmental balance, by reducing waste and pollutants, conserving resources and recycling materials. Restoring Ecological Balance Tata Motors has set up effluent treatment facilities in its plants to avoid release of polluted water into the ecosystem. In Pune, the treated water is conserved in lakes attracting various species of birds from around the world thus turning the space into a green belt. Tree plantation programmed involving villagers and Tata Motors employees, have turned acres of barren village land green. Tata Motors has planted as many as 80,000 trees in the works and the township and more than 2.4 million trees have been planted in Jamshedpur region. Over half a million trees have been planted in the Poona region. Tata Motors has directed all its suppliers to package their products in alternate material instead of wood.

Reducing Pollution
Tata Motors has been at the forefront of the Indian automobile industry's antipollution efforts by introducing cleaner engines. It is the first Indian Company to introduce vehicles with Euro norms well ahead of the mandated dates. Tata Motors' joint venture with Cummins Engine Company, USA, in 1992, was a pioneering effort to introduce emission control technology for India. Over the years, Tata Motors has also made investments in setting up of an advanced emission-testing laboratory.

34

With the intention of protecting the environment, Tata Motors has upgraded the performance of its entire range of four and six cylinder engines to meet international emission standards. This has been accomplished with the help of world-renowned engine consultants like Ricardo and AVL. These engines are used in Tata Motors vehicles in the Indian market, as well as in over 70 export markets. Tata Motors is constantly working towards developing alternative fuel engine technologies. It has manufactured CNG version of buses and followed it up with a CNG version of its passenger car, the Indica.

Tata in Asia Pacific

Asia Pacific is a key market for the Tata Group. The Group enjoys a strong brand presence in many countries in this region and several Tata companies have a significant market share in the industry segments in which they operate.

Indian subcontinent

Taj Hotels Resorts and Palaces Tata Communications Tata Motors Tata Steel Tata Tea

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Tetley Group

South East Asia

INCAT NatSteel Tata Communications Tata Consultancy Services Tata Motors Tata Precision Industries Tata Steel Tata Technologies

East Asia
Corus TACO Tata Communications Tata Consultancy Services Tata Motors Tata Steel Tata Tea

Australia

Taj Hotels Resorts and Palaces Tata Communications Tata Consultancy Services Tata Interactive Systems Tata Steel Tetley Group

Important_facts
1) In 1968, Russias space shuttle, after completing its orbit and making its scheduled landing in the Indian Ocean completed its journey over land in a Tata truck

36

2) In the 1971 war, 45,000 trucks were used by the Indian army, at heights of up to 15,000 feet where even roads did not exist. 3) The name Indica is derived from the words Indias Car. 4) Tata Motors is the youngest passenger car company in the world 5) Tata Motors September sales at 52,513 vehicles, growth of 6 per cent 6) Exports:- the Companys sales from exports at 2,863 vehicles in September 2009 were lower by 35 per cent compared to 4,413 vehicles in September last year. The cumulative sales from exports for the fiscal at 13,223 vehicles were lower by 40 per cent over 22,040 in the same period last year. 7) Tata Motors reported a 51 per cent increase in total vehicle sales during April 2006.

Structure of the cargo motors in Punjab Cargo house BSF chunk jalandhar

37

CARGO HOUSE BSF CHUNK JALANDHAR

AMRITSAR

PATHANKOT

BATALA

PATHANKOT HAS TWO WORKSHOPS PCD DALHOUSE ROAD PATHANKOT BRANCH MANAGER MR. SANJEEV KUMAR

CVD MALIKPUR

MANAGER MR. VENU GOPAL

The brief explain of the Malikpur Organizational structure is given below.

VENU GOPAL
MANAGER

VEHICAL INSPECTION AREA & SERVICING STATION

SECURITY RECEPTION OFFICE

VEHICLE DELIVERY

TOOL STORE & GEN ROOM

SPARE PARTS

WARRANT Y STARE PARTS

BATH ROOM ETC

REPAIR BAY

GUEST ROOM

There are further part of the Repair bay, we can explain with the help of diagram is given below.

38

REPAIR BAY

NEW ENGINES

ENGINE OVER HAULING

VEHICLE REPAIR

PIT

DENTING, PAINTING & WELDING

WELL USED AREA

OBJECTIVES OF THE STUDY

39

The main objective of the study is to know the satisfaction level of the consumer for the service of the vehicles.

Another objective for this survey is to know the perception of the customer regarding to the service of the vehicles

To know which type of vehicle is mostly come for the service in the workshop.

To know the relationship between customer and company.

To know the preference of the customer regarding vehicle which they want to buy.

RESEARCH METHODOLOGY

40

Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge: market research specifies the information. Required to address these issues: designs the method for collecting information: manage and implements the data collection process analyses the results and communicates the finding and their implications. Research problem is the one which requires a researcher to find out the best solution for the given problem that is to find out the course of action, the action the objectives can be obtained optimally in the context of a given environment.

Data Collection :- The objectives of the project are such that both primary
and secondary data is required to achieve them. So both primary and secondary data was used for the project. The mode of collecting primary data is personal interview and sources of secondary data are various magazines, books, newspapers, & websites etc.

1. Primary Data: The primary data was collected to measure the vehicles
coming for repair in workshop and their frequency of coming. The primary data was collected by means of personal interview and analysis was done on the basis of response received from the customers. The interview has been conducted in such a manner that the consumers satisfaction level can be measured and consumer can enter his responses easily.

2. Secondary Data: The purpose of collecting secondary data was to achieve

the objective of studying the recent trends and developments taking place in cargo vehicles.

Sample size
100 people and vehicles were selected.

Sampling Unit
I take the sample from Pathankot city

41

Sampling Technique
I choose random sampling technique.

Analysis and Interpretation

After the data collection, it was compiled, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

LIMITATIONS OF THE STUDY

42

It is said, Nothing is perfect and if the quite is true, I am sure that there would be few shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. These are:

1. Limited scope The survey was conducted in Pathankot thus the respondents belonged to only this region of the country. This could have brought bias into the study. 2. Assumption for the purpose of analysis Some assumption was made while doing analysis and interpretation; there could be few limitations in regard to these. 3. Work seasons There is very importance for the season of the work because if there are working season then they require for the service of the vehicles.

Data Analysis and Interpretation

For the purpose of analyzing, raw data was summarized in a master table and from this table the results have been carried out. The questions having multiple

43

alternative choices. In the case of questions on likert scale, the mean scores were calculated. In case of ranking questions the total score has been added and final ranking is given by calculating mean. In case of checklist questions the average of total no. of responses was calculated. In case of explanatory questions, the general suggestions were summarized.

Analysis and Implementation

Q1. How many vehicles you have of cargo motors? (1) 1 to 2 No of vehicles 1 to 2 3 to 5 More then 5 ( ) (2) 3 to 5 ( ) (3) more then 5 ( )

%age of vehicles 59% 32% 9%

no of vehicles

60 40 20 0 1 to 2 3 to 5 more then 5

Interpretation: The above graph clearly shows that 59% of the respondents are
having 1-2 vehicles of cargo motors. Q2 from where did you heard about this workshop? (1) Magazines. ( ) (2) Newspapers. ( ) (3) Television. ( ) 44

(4) Local advertisement. (5) Friends (6) Others.

( ) ( ) ( )

Sources Magazines Friends Newspapers Television Local advertisement Others

%age 5 35 10 15 16 19

sources
35 30 25 20 15 10 5 0

magazines friends newspapers television local advertisment others

Implementation:- It clearly show that friends are the best the guides of the
consumers. Customers who have heard about the workshop from friends are more than other sources.

Q3 From how long you are coming to this workshop? (1) Less then six months. ( ) (2) Six month to one year. ( )

45

(3) One year to two years. (4) More then two years. Time Less then six months Six month to one year One year to two years Two years to four years More then four years

( ) ( ) %age 11 15 26 30 18

time come for service

11 0

less then six months two to four years

Interpretation:- There are show that old customers are more then the new
customers but not totally old only with in the two to four years older customers are very high population are come in the workshop for service.

Q4. Are you satisfied with the companys free service plans? (1) Very dissatisfied ( ) (2) Somewhat dissatisfied ( )

15 20

26 40 60

six month to one year more then four years

30 80

one year to two years

18 100 120

46

(3) Nether satisfied nor dissatisfied (4) Very satisfied (5) Somewhat satisfied

( ) ( ) ( )

Free services Very dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Very satisfied

%age 12 26 30 23 9

free services

30 25 20 15 10 5 0 very dissatisfied somewhat dissatisfied neither satisfied nor dissatisfied somewhat satisfied very satisfied

Implementation:- the diagram clearly show that there are neither satisfied nor
dissatisfied people more then the other people. Very satisfied people are less then the other.

Q5. Do you feel there is change requiring improvement in the procedure of the service? (1) Strongly disagree ( ) 47

(2) Somewhat disagree (3) Nether agree nor disagree (4) Strongly agree (5) Somewhat agree Improving the service procedure strong disagree Somewhat disagree Neither agree nor disagree Somewhat agree Strong agree %age 1 7 15 26 51

( ( ( (

) ) ) )

Improvement of service
60 50 40 30 20 10 0 strong disagree somewhat disagree neither agree nor disagree somewhat agree strong agree

Implementation:- this chart shows that clearly there are 51 percent consumers
are strong agree from this question. Strong disagree percentage is only 1percentage consumers.

Q6. Do you agree that the services are done on time? (1) Strongly disagree ( ) (2) Somewhat disagree ( ) 48

(3) Nether agree nor disagree (4) Strongly agree (5) Somewhat agree

( ) ( ) ( )

Service in time Strongly disagree Somewhat disagree Neither agree nor disagree Somewhat agree Strongly agree

%age 40 24 17 12 7

Agree from the service

40 30 20 10 0 strongly disagree somewhat disagree neither agree nor disagree somewhat agree strongly agree

Interpretation:-In this diagram show people tells that workers are doing service
not firstly they always delay the work of service 40 percentage consumers are strongly disagree that workers are doing service his vehicles not in time, and 7 percentage consumers are say workers are doing his service in time.

Q7. Do you face any of the following problems when you come for the service? (1) timeliness ( ) (2) customer relationship ( )

49

(3) infrastructure (4) others Problem for service Timeliness Customer relationship Infrastructure Others

( ) ( ) %age 46 15 5 34

problem for service

other infrastructure customer relationship timeliness 5

0 10

15
20 30 40

46
50

Interpretation:-

In this diagram we have clearly show that there are 46 percentage customers having timeliness problem, so there is a big factor which is affected by the customer service. 5 percent customers have customer relationship problem.

Q8. How will you rate the cargo motor in maintaining good customer relationship? (1) Good ( ) (2) Average ( ) (3) Poor ( )

50

Rate of good customer relationship Good Average Bad

%age 20 57 33

bad Average good

Interpretation:-

this diagram is show the rate of good customer relationship from the customer. There are 57 percentage of customer has customer relationship.20 percentage has tell there are good customer relationship but this is less rate given by the consumers

Q9. Are you satisfied with the service charges? (1) Very dissatisfied (2) Somewhat dissatisfied (3) Nether satisfied nor dissatisfied (4) Very satisfied (5) Somewhat satisfied

( ( ( ( (

) ) ) ) ) 51

Satisfactory service charges Strongly dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Strongly satisfied

%age 21 26 23 17 13

service charges
strongly dissatisfied 30 25 20 15 10 5 0 somewhat dissatisfied neither satisfied nor dissatisfied somewhat satisfied strongly satisfied

strongly dissatisfied

Interpretation:-

In this there are show service charges satisfaction in the diagram and 26 percentage of the customers are somewhat dissatisfied. 13 percentage customers are strongly satisfied, so we can say that there are somewhat dissatisfied customers.

Q10. Which type of vehicles you want to buy? (1) 1613 (2) 2515 (3) 2518 (4) 4018 (5) Other

( ( ( ( (

) ) ) ) )

52

VEHICLES 1613 2515 2518 4018 OTHERS

%age 35 12 16 18 19

Demand of the vehicles

OTHER 1613 2515 2518 4018 150

19 0

Interpretation:- This diagram is clearly shows that 1613 is a main vehicle which
is most of the people want to purchase this vehicle. Another side there are 2515 is a that vehicle which is less popular and very less people want to buy this vehicle.

Q11. Will you want to come for service next time? (1) Yes (2) No (3) Cant say No of customer Yes ( ) ( ) ( ) Percentage 72 53

35 50

12

16

18 100

No

28

80 70 60 50 40 30 20 10 0 yes no

Interpretation:- In this above diagram we have 72% those people, who want to
come for service and 28% those people they dont want to come for service in the workshop.

Q12. If you dont come again, then what is the reason behind this? 54

(2) Poor timing. (3) Infrastructure (4) Poor dealing of Employees (5) Others Reason for not coming again Poor timing Infrastructure Poor dealing of Employees Others %age 44 3 7 18

( ( ( (

) ) ) )

70 60 50 40 30 20 10 0 4 12 14 70 poor timing infrastructure poor dealing of employees others

Interpretation:- In this there are mixed solution given by the consumers. There
are 44 consumers are agree to say that there are lack of time so they cannot come again this workshop. 3 percent consumers are not coming from the Infrastructure reason

Findings
There are 35 percent of people want to buy 1613 vehicle, because there is heavy demand of 1613 vehicles because service station is near by army. 55

When there are any vehicle come for service then, the service is not in time because some workers are not working properly and they create bad environment. There are only one complains from the customer side that service is not in time. There are some customers are going to another private service station, because the cargo motors always delay the service, so that they go to the other service station. There are 72% people want to come for service, because there are not another service station in the Pathankot area.

SUGGESTIONS AND RECOMMENDATIONS

56

Pathankot is an army area and there are heavy demands of heavy vehicles so, there should be proper supply of the vehicles, so that they can full fill the demand of the customer. Manager should be proper control of the lazy worker, because they create bad environment in the workshop. Some time there is lack of parts of vehicles so that service is not in time. There should be proper sitting facility in their service center

CONCLUSION
The development of project CUSTOMER SATISFECTION is a original creative. As MBA student has tried to increase my experience
57

and knowledge by working in a practical world. The project has been a rewarding experience in many ways. We have gained as in sight into the working of project CUSTOMER SATISFACTION. In course of development of this project I have introduced too much questions and got a survey regarding the consumer satisfaction about different vehicles. The project CUSTOMER SATISFACTION is based on information about various vehicles those who are come in the workshop for service. I found that the satisfaction level of the customers those are come for the service in the workshop. There are demand is more then the supply. Because there are in army and they want to demand the vehicles, there are also suitable GRIF they are regular demand for the 1613 vehicles and they dont complete the demand of the GRIF. Finally, we would like to mention that this project has given us an idea of handling real situations. We have made our sincerest efforts to complete this work as much perfection as possible.

QUESTIONARE
Q1. How many vehicles you have of cargo motors? (1) 0 to 2 ( ) (2) 3 to 5 ( ) (3) more then 5 ( ) 58

Q2 from where did you heard about this workshop? (5) Magazines. ( ) (6) Newspapers. ( ) (7) Television. ( ) (8) Local advertisement. ( ) (9) Others. ( ) Q3 How long you are coming to this workshop? (5) Less then six months. ( ) (6) Six month to one year. ( ) (7) One year to two years. ( ) (8) More then two years. ( ) Q4. Are you satisfied with the companys free service plans? (1) Very dissatisfied ( ) (2) Somewhat dissatisfied ( ) (3) Nether satisfied nor dissatisfied ( ) (4) Very satisfied ( ) (5) Somewhat satisfied ( ) Q5. Do you feel there is change required for improving the procedure of the service? (1) Very disagree ( ) (2) Somewhat disagree ( ) (3) Nether agree nor disagree ( ) (4) Very agree ( ) (5) Somewhat agree ( ) Q6. Do you agree that the services are done on time? (1) Very disagree ( ) (2) Somewhat disagree ( ) (3) Nether agree nor disagree ( ) (4) Very agree ( ) (5) Somewhat agree ( ) Q7. Which problem you face when you come for the service? (5) timely ness ( ) (6) customer relationship ( ) (7) infrastructure ( ) (8) others ( ) Q8. How will you rate the cargo motor in maintaining good customer relationship? (1) Good ( ) 59

(2) Average (3) Poor

( ) ( ) ) ) ) ) )

Q9. Are you satisfied with the service charges? (1) Very dissatisfied ( (2) Somewhat dissatisfied ( (3) Nether satisfied nor dissatisfied ( (4) Very satisfied ( (5) Somewhat satisfied ( Q10. Which type of vehicles you want to buy? (1) 1613 (2) 2515 (3) 2518 (4) 4018 (5) Other

( ( ( ( (

) ) ) ) )

Q11. Will you want to come for service next time? (1) Yes (2) No (3) Cant say ( ) ( ) ( )

Q12. If you dont come again, then what is the reason behind this? (1) Poor timing. ( ) (2) Infrastructure ( ) (3) Poor dealing of Employees ( ) (4) Others ( )

Thanks for the participating in the survey

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BIBLIOGRAPHY www.Cargomotors.com www.tatamotors.com Magazines Newspapers

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