CONTENTS

Sl. NO. TITLES CHAPTER 1 Executive Summary Introduction Literature review Management Problem Research Problem Purpose of the study Scope of the study Objectives of the study CHAPTER 2 Organization Profile Organization chart Sampling Research Design Data collection methods Measuring tools PAGE No.

I.

3 6 7 10 10 11 11 11

II.

12 27 48 49 50 51

III.

CHAPTER 3 Result & discussion with Charts & graphs Findings Recommendation Conclusion

52 66 69 70

IV

CHAPTER 4 Appendix Questionnaire Bibliography 71 74

Chapter 1

EXECUTIVE SUMMERY A project report contains the marketing research on a Relook in to the market (a Tata journey on the Bellad Canoe) of heavy commercial vehicles at Hubli city. It is effort by the researcher to re-orient companys strategies post liberalization. This study is entitled as A Relook into the Market, (A Tata Journey on Bellad Canoe) at Hubli city. This topic is concerned to their requirements as the Bellad Engineering (authorized dealer of the Tata Commercial Vehicles (trucks)) want to know the awareness level and

demand for at Hubli and also to find the market to Tata Commercial Vehicles in Bellad Engineering (P) Ltd in the liberalized era. The information is collected through structured questionnaire that include all the requirements what the Bellad Engineering Pvt.Ltd (truck Ltd) wanted. The questionnaire was administered to the truck owners of the different companys in Hubli city. DATA COLLECTION APPROACH: The information necessary for this research study is collected by tapping primary and secondary sources. The sources are as follows Primary Sources: a) Questionnaire b) Personal interaction Secondary Sources: a) Company Websites b) Related Information from Internet

c) Company reports, Books and publications

SELECTION OF SAMPLE: Sampling allows us to concentrate our attention upon relatively small number of people and hence devote more energy to ensure that the information collected from them is accurate. 1. Population: People from the city of Hubli 2. Sampling Frame: people who own heavy vehicles 3. Sampling Unit: Contractor, Transport agencies, builders 4. Sampling Size: 100 5. Sampling Method: convince random sampling

Method of Analysis It involves a recorded observation into dissipate statement. The measurement and evaluation of data is done in graphical representations, and using MS excel. OBJECTIVES 1. To identify the factors which are influencing customer to buy a truck

2. To find its awareness level of customer regarding tata commercial vehical with respect to other brands 3. To identify the consumer expectation towards new trucks from tata commercial Vehicles at hubli city. 4. To find customer expectation from authorized dealers of Tata Commercial Vehicles (trucks).

RECOMMENDATION Local dealer should conduct demonstration and Test drives for existing truck owners and potential customers. Dealer should co-ordinate with company to conduct truck exhibition in local market. Create more awareness of the Bellad Engineering Pvt.Ltd and the micro-finance facilities available for customers. Bellad Engineering (P) Ltd should educate customer on vehicle maintains and service etc.

CONCLUSION The majority of the people are ready to purchase truck in future, there is demand for trucks. Therefore Hubli is a market for Tata Commercial Vehicles (truck) so the company and dealers should carry more promotional activities like giving ads in News paper, local TV channel, and hoardings. Conduct more demos and free test drive so that customer are satisfied with what they expect from new trucks.

LIMITATION: Restricted sample size is 100 Survey is restricted to Hubli city

The Rational
The project entitled A report on Relook into the Market (A Tata Journey On The Bellad Canoe at Hubli city. This is in partial fulfillment requirement of MBA course in Marketing under the banner of KLES Institute of Management Studies Hubli. It was an opportunity to learn the practical aspects of industry. This topic selected because The Tata Commercial Vehicles is into the commercial vehicle past half a century, the Bellad Engineering Pvt.Ltd Hubli is the dealer of Tata Commercial Vehicles they want to know the market post liberalization scenario into The Market of Tata Commercial Vehicles (trucks). This Study helps to the organization for the purpose of taking decision like how to coup up with competition, understand what modification and augmentations to be made in the product etc. It helps the organization to re-gauge the customer perception in the globalize era of competition. This study will help the company to reconsider its segmentation Targeting & positing strategies.

LITERATURE REVIEW

The Hubli city located in the border of Karnataka state, and also has located on the Highway of Puna and Bangalore. This city is very near to Puna and Bombay and also Goa. It Have industries like Micro finish, KT Switch Gear, Tata Motor etc and many more. In this a rea we can find big Transportation companies like Mujawar, Sait &Co, VRL and other small

Transports. So this is a big market for the heavy commercial vehicles.

In the above graph we can find that the level of increasing the vehicles sales, last two years growth is 48.75 lakh vehicles and 54.35 vehicles respectively for the year 2004 and 2005.

The vehicles demand is increasing at very high rate, due to easy finance facility, declining loan interest rates and low taxes and duties. This study was made at Hubli City. The market for the Hubli City is considered to be growing at a faster rate. Hence the vehicle companies can find lot of customers.

Market potential in the competitive era. Market potential is the limit approached by market demand as industry marketing expenditure approach infinity for a given marketing environment. The phase for a given market environment is crucial. Consider the market potential for automobiles in a period of recession versus a period prosperity. The market potential is higher during prosperity. Market analysts distinguish between the position of the market demand function and movement along it. Companies cannot do anything about the position of the market demand function, which is determined by the marketing environment. However, companies influence their particular location on the function when they decide how much to spend on marketing. Company demand is the companys estimated share of market at the alternative levels of company marketing effort in a given time period. The company share of the market demand depends on how its products, services, price, communications, and so on are perceived relative to the competitors. If other things are equal, the companys market share would depend on the size and effectiveness of its market expenditures relative to Competitors. Marketing model builders have developed sales response function to marketing mix, and marketing effectiveness.

Why the study Tata Commercial Vehicles is the company is into Heavy Commercial vehicle in the market past half a century. It is imperative to know the market and factor influencing while buying trucks and awareness level with respect to other brands in the liberalization Era of competition. Hence they want to study the Hubli is good market for changes in the customer perception with reference to available of competitive product by other manufacturer. 1) Post liberalization foreign giants like Man Force, Volvo, Eichers etc entering markets. 2) They have lealest technology. 3) They have global brands 4) Customer perception has been changing with the advent of IT and flow of information. Thus the Statement of problem is as follows A RELOOK INTO THE MARKET (A TATA JOURNY ON THE BELLAD CENNOE) AT HUBLI CITY.

PURPOSE OF THE STUDY The purpose of the study is to get practical knowledge and is to get experience and also to know the various challenges that are faced in corporate world. This study also helps to the organization for the purpose of taking decisions towards their target market and to know what are the customers expectations from Tata Commercial Vehicles products and thus formulate the strategies to meet the competition. The main intention of choosing this topic is To find the market changes for Tata Commercial Vehicles (trucks). To identify the factors which are influencing customer to buy a truck To know the awareness level with respect other brands To identify the consumer expectation towards Tata Commercial Vehicles

SCOPE OF THE STUDY The main important important purpose of study is to find the good market for Tata Commercial Vehicles (trucks).The study is conducted in Hubli city included the customer of Bellad Engineering(P) Ltd and also in different areas like transport companies and Existing truck owners of different companies in Hubli city. Decision making with regards to STP, product augmentation, competitive Promotion strategy and after sales service. Because of the competitive scenario company need data in order to come up with strategy related to STP.

OBJECTIVES F THE STUDY

1.

To identify the factors which are influencing the customers them to buy a truck

2. To find its awareness level with respect to other brands 3. To identify the consumer expectation towards new trucks 4. To find customer expectation from authorized dealers of Tata Commercial Vehicles(trucks)

Chapter 2

ORGANIZATION PROFILE

Tata Motors Limited is India's largest automobile company, with revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader by far in commercial vehicles in each segment, and the second largest in the passenger vehicles market with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fifth largest medium and heavy commercial vehicle manufacturer, and the world's second largest medium and heavy bus manufacturer. The company's 22,000 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." Tata Motors helps its employees realize their potential through innovative HR practices. The company's goal is to empower and provide employees with dynamic career paths in congruence with corporate objectives. All-round potential development and performance improvement is ensured by regular in-house and external training. The company has won several awards recognizing its training programmes.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 is spread across India - Jamshedpur (Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur (close to Kolkata in West Bengal) to manufacture the company's small car. The nation-wide dealership, sales, services and spare parts network comprises over 2,000 touch points. The company also has a strong auto finance operation, TML Financial Services Limited, supporting customers to purchase Tata Motors vehicles.

Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. In 2004, it acquired the Daewoo Commercial Vehicles Company, Korea's second largest truck market. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. Hispano's presence is being expanded in other markets. In 2006, it formed a joint venture with the Brazilbased Marco polo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. Tata Motors also entered into a joint venture in 2006 with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand. In 2006, Tata Motors and Fiat Auto formed an industrial joint venture at Ranjangaon (near Pune in Maharashtra, India) to produce both Fiat and Tata cars and Fiat power trains for the Indian and overseas markets; Tata Motors already distributes and markets Fiat branded cars in India. In 2007, Tata Motors and Fiat Auto entered into an agreement for a Tata license to build a pick-up vehicle bearing the Fiat nameplate at Fiat Group Automobiles' Plant at Cordoba, Argentina. The pick-up will be sold in South and Central America and select European markets. These linkages will further extend Tata Motors' international footprint, established through exports since 1961. While currently about 18% of its revenues are from international business, the company's objective is to expand its international business, both through organic and inorganic growth routes. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, Australia, South East Asia and South Asia. It has assembly operations in Malaysia, Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the companys growth is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. The R&D establishment includes a team of 1400 scientists and engineers. The company's Engineering Research Centre was established in 1966, and has facilities in Pune, Jamshedpur and Lucknow. The ERC has enabled pioneering technologies and products. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. The ERC in Pune, among whose facilities are India's only certified crash-test facility and hemianechoic chamber for testing of noise and vibration, has received several awards from the Government of India. Some of the more prominent amongst them are the National Award for Research and Development Efforts in Industry in the Mechanical Engineering Industries sector in 1999, the National Award for Successful Commercialization of Indigenous Technology by an Industrial Concern in 2000, and the CSIR Diamond Jubilee Technology Award in 2004. The company set up the Tata Motors European Technical Centre (TMETC) in 2005 in the UK. TMETC is engaged in design engineering and development of products, supporting Tata Motors' skill sets. Tata Daewoo Commercial Vehicle Company and Hispano Carrocera also have R&D establishments at Gunsan in South Korea and Zaragoza in Spain. The pace of new product development has quickened through an organizationwide structured New Product Introduction (NPI) process. The process with its formal structure for introducing new vehicles in the market brings in greater discipline in project execution. The NPI process helped Tata Motors create a new segment, in 2005, by launching the Tata Ace, Indias first indigenously developed mini-truck. The years to come will see the introduction of several other innovative vehicles, all rooted in

emerging customer needs. Besides product development, R&D is also focusing on environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive solutions, construction equipment manufacturing, automotive vehicle components manufacturing and supply chain activities, machine tools and factory automation solutions, high-precision tooling and plastic and electronic components for automotive and computer applications, and automotive retailing and service operations. 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 adjacent to its manufacturing locations.

AWARDS
CVBU Pune wins Rajiv Gandhi National Quality Award for 2007... PCBU bags Handa Golden Key Award... Tata Motors receives Uptime Champion Award 2007... Aggregates Business, CVBU, bags 'Best Supplier Award' from ECEL... 'NDTV Profit' Business Leadership Award... Tata Motors bags National Award for Excellence in Cost Management... Tata Motors' TRAKIT bags silver award for 'Excellence in Design'... Tata Motors Pune - CVBU has bagged the "Golden Peacock National Quality Aw... Tata Motors was awarded four prestigious honors, at the 'CNBC TV18- Autocar Au... Tata Motors chosen as India's Most Trusted Brand in Cars... Business Today selects Mr. P.P. Kadle as India's Best CFO in 2005... Pune Foundry Division bags prestigious Green Foundry Award... Tata Motors is 'Commercial Vehicle Manufacturer of the Year'... ACE bags 'Best Commercial Vehicle Design' at the BBC-Top Gear Awards.... Jamshedpur bags National Energy Conservation Award for the fourth consecutive ye... Tata Motors bags the prestigious' CII-EXIM Bank award' for business excellence... Tata Motors receives JRD QV awards for Business Excellence... 'Car Maker of the Year' Award for Tata Motors... Tata Motors is 'Commercial Vehicle Manufacturer of the Year'... TNS Voice of the Customer Award for Indica Diesel... 'CFO of the Year Award 2004' awarded to Mr. Praveen P Kadle, Executive Director -... Tata Motors wins the prestigious 'Corporate Platinum' Award at the India Manuf... Tata Motors wins 'Golden Peacock Award' for Corporate Social Responsibility... Tata Motors CVBU Pune wins National Energy Award... Tata Motors - Jamshedpur wins 'Energy Efficient Unit Award'...

Tata Motors wins the first CSIR Diamond Jubilee Technology Award... Tata Motors Training Division Wins "Golden Peacock National Training Award 2004"... Tata Motors Jamshedpur & Lucknow win awards... TATA MOTORS CASE STUDY WINS FIRST PRIZE IN IIIE PRODUCTIVITY CONTEST... TATA MOTORS WINS AWARD FOR FAIR BUSINESS PRACTICES... Tata Indica and Tata Safari EXi win awards... Tata Motors-Car plant gets two ISO certifications... Tata Motors bags awards at 14th National Convention of INSAAN... Indica and Safari win accolades... TATA MOTORS PUNE AWARDED SECOND PLACE IN NATIONAL LEVEL COMPETITION IN ENERGY CO... Tata Motors Receives "India's Best Employer" Award From The Employee... Tata Motors, CVBU, Pune has won the prestigious Handa Golden Key award institute... CVBU RECEIVES COMMENDATION CERTIFICATE FOR 'STRONG COMMITMENT TO TQM'... Tata Motors team wins The Runners Up Position at The Asian Business Simulation C... THE PRESTIGIOUS BALANCED SCORECARD COLLABORATIVE HALL OF FAME AWARD... Tata Motors receives all India trophy for Top Exporters... Tata Indigo ad campaign wins Effie award... Golden Peacock Environment Management Award - 2003... Industry and Technology Award, 2002... Advertising Awards... Tata Indigo - Most Exciting New Car of the Year - ICICI Bank & Overdrive Awa... Tata Engineering - A Socially Responsible Corporate, says TERI... 'Prof. Vasant Rao Rolling Trophy' for Value Engineering - 2002... Tata Engineering was conferred Bharat Gaurav Puraskar... Best Value for Money Car of the Year - Tata Indigo CNBC Auto Car Auto Awards 2... 'Voice of the Customer Award' for 'Best Diesel Small Car' - Tata Indica by NFO A... India CFO Award 2002...

Tata Engineering bags INSAAN awards... National Best Training Establishment Award... Envirointernational... Good Corporate Citizen award... National Award for Successful Commercialization of Indigenous Technology... National Award for R&D Efforts... Regional Top Exporter's Trophy... Best Company Award at Workskills Competition... EEPC Award for Tata Engineering...

MANAGEMENTS:
Board of Directors

Mr. Ratan N Tata (Chairman) Mr. N A Soonawala Dr. J J. Irani Mr. J K Setna

Mr. V R Mehta Mr. R Gopalakrishnan Mr. Nusli N Wadia Mr. Helmut Petri Mr. S A Naik Mr. Ravi Kant Mr. P P Kadle Mr. P K M Fietzek Mr. S M Palia

Senior Management

Mr. Ravi Kant Mr. P P Kadle Mr. A P Arya Mr. P M Telang Mr. Rajiv Dube Mr. C Ramakrishnan Mr. Shyam Mani Mr. K C Girotra Mr. R S Thakur Mr. R R Akarte Mr. M V Rajarao Mr. H K Sethna

Managing Director Executive Director (Finance and Corporate Affairs) President (Heavy and Medium Commercial Vehicles) President (Light and Small Commercial Vehicles) Sr. Vice President (Manufacturing and Commercial Passenger Cars) Vice-President (Chairman's Office) Vice-President (Sales & Marketing - ommercial Vehicle Business) Vice President (Lucknow Works & FBV) Vice President (Finance) Vice President (ERC) Vice President (Manufacturing) Company Secretary

TATA TRUCKS
Tata Trucks India is a division of Tata Motors, which is Indias largest commercial Vehicle manufacturer with a 59-per cent market share and ranks among the top six manufacturers of medium and heavy commercial vehicles in the world. Established in 1954, Tata Motors is Indias first engineering company to be listed in New York Stock Exchange. Over the years, Tata Motors have made significant investments in many companies that facilitate and support its various business activities The Companys manufacturing base is spread across Jamshedpur, Pune and Lucknow. It is supported by a nation-wide dealership, sales, services and spare parts network. The company has over 130 models of light, medium and heavy commercial vehicles, buses ranging from 12 seaters to 60 seaters, tippers, special purpose vehicles, off-road vehicles and defence vehicles. Tata products are : Medium and Heavy Commercial Vehicles Tata Novus LPT 1615 TC Turbo Heavy -duty Truck SE 1613 TC Turbo Truck LPT 1613 TC Turbo Truck SE 1613 Turbo Truck

LPT 1613 Turbo Truck LPO 1613 TC Turbo Car Carrier LPT 2515 TC Turbo Truck LPT 2516 TC Intercooler Turbo Truck LPT 2516 TC Turbo Heavy-duty Truck SK 1615 TC Turbo Heavy-duty Tipper LPK 1615 TC Turbo Heavy-duty Tipper LPK 1615 TC Turbo Two-way Tipper LPK 2516 TC Turbo Heavy-duty Tipper LPS 3015 TC Turbo Tractor LPS 3516 TC Turbo Tractor LPS 3516 TC Turbo LPG tanker LPS 4021 TC Powerful vehicle for transporting heavy cargo Intermediate Commercial Vehicles LP 1109 Turbo Truck LPT 1109 Turbo Truck Light Commercial Vehicles TL 4x4 Tata SFC 410 EX Tata LPT 712 EX Tata 207 DI EX- Single cab Tata 207 DI - Single cab Tata 207 DI - Crew cab

SFC 407 EX Turbo SFC 407 Turbo Truck LPT 709 E Turbo Container truck LPT 407 Turbo Truck SFC 709 E Aerial lift turbo Truck

Small Commercial Vehicles Tata Ace Buses Tata Globus Coaches Tata Starbus Range SFC 407 Turbo Mini Bus LP 407 Turbo Mini Bus LP 709 E Turbo Bus LPO 1510 CGS bus LP / LPO 1510 LP / LPO 1512 TC Turbo Bus LPO 1610 TC RE Semi Low Floor Bharat Stage - II Bus LPO 1616 TC Luxury Bharat Stage - II Bus

LP 1109 Bharat Stage II Defence Vehicles Tata 407 (4 x 4) Soft Top Troop Carrier Tata 407 / (4 x2) Hard Top Troop Carrier Tata LPTA 713 TC (4 x4) Tata LPT 709 E Hard Top Troop Carrier

Tata SD 1015 TC (4 x4) Tata LPTA 1615 TC (4 x 4) Tata LPTA 1621 TC (6 x6) Tata LPTA 1615 TC (4 x2) IN NEWS Tata Motors declared an 18% rise in quarterly profit at Rs 458 crs on 19th May 2006.

ENVIRONMENTAL RESPONSIBILITIES: Tata Motors has led the Indian Automobile Industrys Anti-Pollution efforts through series of initiative in effluent and emission control. The company introduced emission control engines in its vehicles in India before the norms was made statutory. Modern effluent treatment facilities, soil and water conservation programs of the environment and the creation of green belts. EXPORTS:

Tata Motors vehicles are exported to over 70 countries in Europe, Africa, South America, Middle East Asia and Australia. The company has also assembly operations in Malaysia, Bangladesh, Kenya, South Africa and Egypt. LOCATION: Tata Motors has manufacturing plants at Jamshedpur, Pune, Lucknow and Dharwad as well as integrated national sales, services and spares parts network that is focused on providing users with easy access services solutions.

COMPANY PROFILE
BELLAD ENGINEERING (P) LTD.
BELLAD ENGINEERING (P) Ltd is a multi franchise automobile dealership based at Hubli servicing the North Karnataka. The Bellad Group with a standing of more than three decades in Automobile industry established their prestigious commercial vehicles Dealership in the year 2007 Ideally located on Hubli Dharwad highway the dealership can boast of a spacious 4000 sq ft. and well lit showroom with Sample frontage. The showroom has the complete range of commercial vehicles for display and test drive and professional and trained sales staff always eager to serve and delight our value customers. The service center with an area of 6000 sq ft has two post lifts, pneumatic tools, computerized wheel alignment and wheel balancing machines and a most modern paint booth which can handle any make of car. The service personnel highly trained and professional with up to date knowledge owing to the groups policy of implementing

continuous learning programs. A 24 hours emergency road service attached to the service division is always on call and is a confidence booster to our customer. The parts center in an area of 2000 sq ft is well stocked and has a wide range of accessories to suit the varying needs of our customers. The dealership with its professional management looks forward to their growth by focusing on customer centric and value added offers to their customers. Bellad Engineering (P) Ltd with their network of branches at Bagalkot and Karwar are striving hard to satisfy their customers. ORGANIZATION CHART Managing Director

Deputy General Manager

HRD

M. W/S

Parts Manager

Sales Manager

Account Manager M.T.V

Team Leader

Team Leader

Team Leader

Team Leader

Sr. Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Sales Executive

Reception Data Entry

SALES DEPARTMENT Managing Director

Deputy General Manager

Sales Manager

Team Leader hu

Team Leader

Team Leader CTD

Team Leader TMK

Sales Executives

Sales Executives

Sales Executives

Sales Executives

DEPARTMENTS STUDY A) INVENTORY DEPARTMENT MAINTAINING GOOD INVENTORY REQUIRES: 1. 2. 3. 4. 5. 6. 7. 8. 9. Parts Classification Scientific Demand Forecasting Correct stocking rules Ordering based on EOQ, not rule of Thumb Frequent ordering or fast moving parts Minimize / eliminate VOR purchase Proper record maintenance Proper storage of parts Regular physical stock checking

CAUSES OF BAD INVENTORY: 1. 2. 3. 4. Wrong parts ordering Improper storing of parts No scientific ordering Continuous stock ordering

FUNCTIONS OF SUGGESTED ORDER QUANTITY 1. 2. 3. 4. It shows the previous month transactions Present month required parts quality It shows the time taken for to place the order and getting the same order It shows the safety stock

QUANTITY SUGGESTED FOR ORDERING BASED ON THE FOLLOWING FUNCTIONS FACTORS 1. 2. 3. 4. Forecast demand for the month under consideration Supply rule table for the part ,Current stock availability for the part Pending purchase orders to be realized Back orders for the part, if any (Pending customer order)

B) SERVICE DEPARTMENT WORKMEN SUPERVISERS HEAD OF THE DEPT WORKS MANAGER 35 04 01 01

When customer enter the workshop with vehicle then his vehicle problem is entered in the job card The job cards are of three copies Customer copy A/C copy For technician

Three free services provided by the company. After the free services the cost of one paid service is Rs- 450

Following Reports are maintained by services section Customer complaints Campus report Free service reports Test conducted report Feed back report Tools and equipment file.

Functions of PDI 1. PDI is the co-ordination of sales and services 2. check the damages of the vehicle 3. Register the engine no 4. The main function of PDI is over all checking of vehicle, external damages through check, paint, electrical connection.

Terms and conditions for the service 1. The vehicle is driven and tested ( including test drive outside the workshop) repaired and stored at the sole risk, responsibility and liability of the in case of damage due to an accident repairs will be carried out the insurance of the vehicle. 2. The customer indemnity Bellad Engineering (P) Ltd (BEPL) against any risk liability responsibility for loss or damage to the vehicle and or life or property of all persons arising out of repairing / servicing / test driving of the vehicle when the vehicle is in BEPL custody and the customer confirms, to have obtained insurance of the vehicle together with accessories and other accompaniments.

3. The customer will not hold BEPL responsible / liable for any delay in delivery or in carrying out of repairs or procurement of spare parts for reasons beyond BEPL control.

4. The customer undertakes to delivery of the vehicle within 48 hours of advice regarding completion of the work. In the event of delay the customer has no objection to BEPL charging storage charges at Rs 250 per day along with the charges of repair spare parts etc.

5. The customer has no objection to BEPL levying estimation charges of Rs 500 or 10% of the total lab hours charge whichever is highest if the job is not entrusted to BEPL after obtaining the estimate and agree to pay the same in addition to storage charges referred to above.

6. Delivery to customer will not be given on credit.

7. Demand draft and pay order should be made in favour of Bellad Engineering (P) Ltd payable at Hubli.

8. No vehicle will be delivered without receipt.

9. Vehicle will not be delivered to customer after 6:30 pm.

Needs Improvements 1. Company will provide quality workshop 2. Daily training of manpower 3. Usage of proper tools and equipments 4. Company will deliver the car at the promised time. 5. Company will fix the problem on the first visit. 6. Company will provide proper estimation of charges before start of jobs. 7. Company will explain the charges taken and work carried out. 8. Company will be helpful and have patience in listening to the needs of the customer. 9. Company will not over estimate the repair time. 10. Company will take of services and repair as per customers convenience.

C)

SALES DEPARTMENT MD DGM T.L S.E T M.V. = = = = = Managing Director Deputy General Manager Team Leader Sales Executive Tata motors value

The following chart explains the Sales Department. In that Sales Manager handles the sales promotion activities, Customer Care Executive handles the identifying the customer problems and solving. Branch Managers are district wise and their work is to take the information form the sales executives about the needs of vehicles and send the same information to the Sales Manager and bring the vehicles from Sales Manager to Sales executives. Karnataka in Hubli Bellad Engineering (P) Ltd. showroom is located on PB road at Unkal Cross. The workshop located at there itself, carries out after sales operations, free service, paid service and Running repairs. Besides this the workshop also in to selling of pre-owned trucks and Ranks First for the sale of pre-owned trucks in India. The stockyards situated at attach to showroom carries the pre-delivery inspection of all the vehicles and gets them ready for the sales. It has paved surface stocking area of about 50 to 100 commercial vehicles.

Quality Management System: Bellad Engineers has a documented and established quality management system to ensure that The documentation structure of Bellad Engineers can be represented in the following manner.

1. QULITY MANUAL 2. QULITY SYSTEM ROCEDURES 3. WORK INSTRUCTIONS AND CHECKLIST 4. FORMS AND CARDS 5. REFERENCE STANDARDS AND EXTERNAL ANNUAL

The quality manual describes the ISO 9001: 2000 standards adapted at Bellad Engineering (P) Ltd.

The quality management system procedure manual Bellad Engineers contents the detail of how the processes in the organization are being conducted, control and recorded and meet the customer demands The work instructions and checklist contains how the specified activities are to be carried out. The forms and records support the activities carried out and controlled. All the external manuals and standards are controlled.

Management Commitment: The management of Bellad is committed to quality management system through leadership and actions. The management shall provides the basic infrastructure and continually upgrade the work environment. The management is also committed to The quality policy and quality objective of organization. Ensures that the policy is understood, implemented and maintained at all the levels of the organization Ensure focus on the customer requirement throughout the organization. Ensure availability of necessary resources. Review the established quality management system periodically through the Management reviews. Customer Focus at Sales: The Field executives visit the customers and explain the features of the vehicle to them Demonstration and test drives shall be given whenever required. The Performa invoice/price list terms and conditions will be given. The order booking forms duly collected from the customer and clarity with regard to the terms and conditions are explained and the copy id handed over to customer along with the receipt or payment made. Any amendment required by the customer, it should be recorded on the order booking

Forms The delivery is insured as per the checklist duly explaining all the features mentioned In the checklist.

Customer Focus at Service: a) The customer can book the vehicle for the servicing/repairs either through the telephone or personally the front office.

b) The telephone operator shall enter the detail in booking register. c) The list of the vehicles shall be given to front office ~very morning to accept the vehicles for servicing for that date. d) The customer can bring their vehicle for servicing without booking. However such vehicle shall be accepted only after ensuring that there is enough capacity for the booked vehicles. e) On the bases of kilometers run by the vehicle and customer requirement, the customer shall explained about the type of the servicing/repairs and spare parts required and to ensure that the service station has the required capacity to accept the vehicle. f) Before accepting the vehicle, a mutually acceptable delivery time and date is fixed with the customer. g) The customer's consent shall be taken on the estimated cost of the repair/service of the vehicle.

h) All the details of the work required along with the date and time of the delivery and the established cost shall be recorded in the job order card before commencement of the work. i) Incase of any change in the terms any change in the services, the cost or the delivery time then the client shall be informed verbally over the phone and any change shall be recorded in the Job Order Card.

Quality Policy:

The management of Bellad Engineers shall always remain committed to its objectives for quality for with the main thrust on meeting the customer expectation and requirements. The management's commitment to quality reflected in its quality policy.

"We at Bellad Engineering (P) LTD pledged to make quality a way of life through commitment to Continual improvement customer satisfaction and adhering to quality management system"

The management ensures that the policy is understood implemented and maintained at all levels of the organization and continual improvement in customer satisfaction.

At present our quality objectives are We ensure that customer complaints do not exceed 8 per 10,000 vehicles. We ensure that repeat job do not exceed 2 % We ensure CSI of90% with minimum of 15% feed back cards. We ensure SSI of80% at sales with minimum of20% feedback cards. We ensure to conduct 3 free emission/service check camps per quarter. We ensure to launch I incentive scheme per month. We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality management system.

QUALITY MANAGEMENT SYSTEM PLANNING The quality plan at Bellad Engineers comprises the identification of the following.

The various models of vehicles from Tata motors Ltd sold and serviced at Bellad Engineering (P) Ltd. The various types of services done at Bellad Engineering (P) Ltd. The external manual acquired from Tata Motors Ltd to sell and service the vehicles.

The various models of vehicles from Tata Motors Ltd. Sold and serviced at Bellad Engineering (P) Ltd.
Tata Novus LPT 1615 TC Turbo Heavy -duty Truck SE 1613 TC Turbo Truck LPT 1613 TC Turbo Truck SE 1613 Turbo Truck LPT 1613 Turbo Truck LPO 1613 TC Turbo Car Carrier LPT 2515 TC Turbo Truck LPT 2516 TC Intercooler Turbo Truck LPT 2516 TC Turbo Heavy-duty Truck

SK 1615 TC Turbo Heavy-duty Tipper LPK 1615 TC Turbo Heavy-duty Tipper LPK 1615 TC Turbo Two-way Tipper The various types of servicing done at Bellad Engineering (P) Ltd. Services-Free service and paid service. Running repair. Quick service repair. Break down service.

The external manuals acquired from Tata Commercial vehicles Ltd. To sell and service the Vehicles. Sales policy bulletin Marketing circulars Service manuals Service circulars Service bulletin Warranty bulletin Spares parts price catalogue Spares parts price list

Spare parts procedure manuals

Spare parts bulletin Spare parts circulars Tata service quality standards Customer care manual Service marketing manual.

Competence, Awareness and Training:

a) Recruitment is done as per MUL norms of education and experience. b) There exists well-defined system to identify and provide training to all the personnel procedure No. BEPL/HBL/PR/12. c) Induction training and on job training shall be provided

d) All concerned shall be trained on the latest sales/service/spares/bulletins/circulars from MUL. e) As per the MUL scheduled training programmer Executives/Mechanics/Manager will be deputed for training. f) Training records shall maintain.

Identification and Trace ability: Identification:

1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDIOK on the windshield, MUL Invoice and job order card, PDI and

stockyard register. 2. Identification of vehicles at the service workshop shall be through vehicle model, Registration number and unique job order Nos.

3. Inspection and test status of service/repair of vehicles shall be identified through the job order card. 4. Completed job order card and the stamp of the final inspector shall identify Final OK vehicles. 5. Identification of spare parts shall be in the form of part Nos., as per heavy vehicles guidelines. 6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL Invoice, stockyard register.

Trace ability:
1. Traceability shall be established though vehicle registration No. Job order number And the date of job order. 2. Traceability of new vehicle at stockyard is established through chassis and engine No, Key no, and parking slot No.

Monitoring and Measurement: Customer Satisfaction:

1. Feedback received from the customer on their perception and service experience Customer satisfaction measure (percentage) is generated using software supplied by commercial Ltd. 2. Results of customer satisfaction measure are discussed in the management review meetings and counter measure for the continual improvement is initiated.

Internal Audit:
There is a well-defined procedure No.: BEPL/HBL/04 to conduct internal audit and examine the implementation of Quality Management System.

Monitoring and Measurement of Processes:

1. Pre-sales process is monitored and measured by the number of enquires and the Closure of sales. 2. Sales process is monitored customer personal docket checklist, commitment and Delivery. 3. In service, repeat jobs, customer complaints, feedback card , final Inspection are monitored. 4. Statistical graphs are used to indicate the measures.

IMPROVEMENT Continual Improvement

Bellad Engineering pvt ltd, Hubli shall continually improve the effectiveness of the Quality management System through commitment to Quality policy, Quality objectives as well as use of audit results, management review meeting decisions, analysis of data, corrective and preventive actions.

Corrective Action:
There is a documented system procedure No. BE/HBL/PR/06 to implement corrective action on all the non-conformities arising from: Customer complaints Repeat Jobs System Non Compliances Post Service Follow Ups

Post Sales Follow ups

Road test Final inspection Internal Audit findings Supervision by supervisor\ Work Managers External Audits.

Preventive Action
There is a documented System Procedure No.BE/HBL/PR/07 to identify potential NonConformities like recurring Non-Conformities determined from Repeat job, Final Inspection, washing Quality as well as for potential Non-Conformities determined during MRM, Meetings and Audits and Analysis of Customer Feedback.

SAMPLING

Sample: Representation of a particular population. And is the subset of the population. Concerned to the project, the sample represented is, as sample size of 100 people in number & the sample is consisting of the existing truck owners in Hubli, i.e. Transport companies, contractors, businessmen and builder.

Stages in the selection of a sample The target population Specify the sampling frame Specify sampling unit Specify sampling method Determine sample size The target population: Concerned to the project, selected the target population as, the people of Hubli city. Select the Sampling frame: Concerned to the project, the sampling frame here is basically the existing truck owner in Hubli, i.e. people who own heavy vehicles

Sampling unit:

Concerned to the project, the sampling unit is Contractor, Transport agencies,

builders

Sampling method: Concerned to the project, the method used is convince random sampling

Determination of the sample size:

Concerned to the research, sample size selected is 100.

RESEARCH DESIGN

Define the Research problem

Estimate the value of information

Select the value of information

Select the Data Collection Method

Select the Measurement Technique

Select the Sample

Select the Analytical Approach

Evaluate the Ethics of the Research

Specify the Time & the Financial cost

DATA COLLECTION METHODS

Primary Data Collection:

Interview: The administrator of a questionnaire to an individual or group of individuals is called an interview.

Type of Interview: Structured Interview, it refers to the extent to which an interviewer is restricted to following the wording and instructions in the questionnaire. Concerned to the project, using the structured questionnaire with open-ended, close ended. And the questionnaire was addressed to the customers who visited the outlets and also those customers who visited the market area through convenience sampling.

Measuring Tools: Descriptive type of research, using the questionnaire was being incorporated. These questionnaire are used to collect the primary data for further descriptive research

Chapter 3

RESULTS AND DISCUSSION WITH CHATS AND GRAPHS

1)

Which truck do u own?

If yes which company

50

40

30

20

Frequency

10

0 TATA Ashok Leyland Eicher Volvo

If yes which company

Interpretation: From the above graph we can see that 41% respondents are the owner of TATA truck and
Frequency Percent Valid Cumulative Percent Percent

Valid TATA 41 41.0 41.0 41.0

Ashok Leyland

38

38.0

38.0

79.0

Eicher

17

17.0

17.0

96.0

Volvo

4.0

4.0

100.0

Total

100

100.0

100.0

38% of them Ashok Leyland and 17% of them are Eicher and reaming 4% of the them

are owner of Volvo. Most of the respondents are owner of the TATA trucks, second priority is for Ashok Leyland and third is for Eicher.

2. Basic

criteria for choosing the above mentioned company?

Frequency Valid Brand name

Percent

Valid Percent Cumulative Percent

40

40.0

40.0

40.0

Space

4.0

4.0

44.0

Mileage

32

32.0

32.0

76.0

Load capacity Maintenance

16

16.0

16.0

92.0

8.0

8.0

100.0

Total

100

100.0

100.0

Basic criteria for choosing the above mentioned company

Maintainance

Load capacity Brand name

Mileage

Space

Interpretation: From the source of field survey, out of 100 respondents 40% of them said with brand name and 32% of them are mileage and 16% of them said load capacity and 8% respondents are said maintenance and 4% are said space, are criteria for choosing the trucks. Therefore brand name plays very important role while choosing the trucks and maintenance also.

3.

Whenever you think of truck which brand come to your mind?

Frequency Percent Valid Cumulative Percent Percent

Valid TATA

53

53.0

53.0

53.0

Ashok leyland

24

24.0

24.0

77.0

Volvo

8.0

8.0

85.0

Eicher

15

15.0

15.0

100.0

Total

100

100.0

100.0

Whenever you think of truck which brand comes to your mind

60

50

53

40

30 24

Frequency

20

15 10 8 0 TATA Ashok leyland V olvo Eicher

Whenever you think of truck which brand comes to your mind

Interpretation: According to the survey out of 100 respondent, 53% are said TATA, 24% of them said Ashok Lylend, 15% of them are Eicher and remaining 8% of them said Volvo. Therefore TATA brand name is well positioned in the minds of custome

4. Are you aware of Bellad Engineering Pvt.Ltd?

Frequency Percent

Valid Cumulative Percent Percent

Valid Yes

78

78.0

78.0

78.0

No

22

22.0

22.0

22

Total

100

100.0

100.0

100

Are you aware of bellad engineering Pvt.Ltd

NO YES

Interpretation: From the above graph we can see that 78% of the respondents are aware of Bellad Engineering Pvt.Ltd and 22% of them not aware. There is scope to create more awareness about the Bellad Engineering Pvt.Ltd in the city.

5. If yes which media/means?

Frequency Percent Valid Cumulative Percent Percent

Valid Sales Persons

16

16.0

28.6

28.6

Friends

20

20.0

35.7

64.3

Internet

8.0

14.3

78.6

Newspaper/magzine

12

12.0

21.4

100.0

Total Missing System Total

56

56.0

100.0

44

44.0

100

100.0

If yes which media

20 15 10 5 0 sales person Frineds Internet Newspaper and magazine

Interpretation: From the above graph we can see that out of 100 respondents 56 are aware of collaboration with Tata Motors, 16 (28.6%) are aware through sales person, 20(35.7%) are through friends and 12 (21.4%) from internet and 8 (14.3%) from news paper and magazine.

6. Which unique feature do you know in Tata Commercial Vehicles Truck?

Frequency

Percent

Valid Cumulative Percent Percent

Valid Fuel Efficiency

18

18.0

32.1

32.1

Load capacity

12

12.0

21.4

53.6

Aesthetic look

16

16.0

28.6

82.1

Less Maintenance Total Missing System Total

10

10.0

17.9

100.0

56

56.0

100.0

44

44.0

100

100.0

Which unique feature do you know in TATA commercial vehicals

20 15 10 5 0 fuel efficiency Load capacity Aesthetic look Less Maintaince

Interpretation:

Out of 56 respondents 18 (32%) of them said fuel efficiency and 16 (28.6) of them said aesthetic look and 10 (17.9%) of them said less maintenance 12 (21.4%) respondents said load capacity feature know by the respondents. Most of the respondents are well aware about the features of Tata Commercial Vehicles Trucks.

7. What do you expect from new trucks?

More mileage as expect from new trucks. Frequency Percent Valid PercentCumulative Percent Valid 1 84 84.0 84.0 84.0

9.0

9.0

93.0

7.0

7.0

100.0

Total

100

100.0

100.0

Horse power as a expect from new trucks. Frequency Percent Valid Cumulative Percent Percent Valid 4 24 24.0 24.0 24.0

36

36.0

36.0

60.0

40

40.0

40.0

100.0

Total

100

100.0

100.0

Hydraulic power as a expect from new trucks. Frequency Percent Valid PercentCumulative Percent Valid 1 8 8.0 8.0 8.0

31

31.0

31.0

39.0

34

34.0

34.0

73.0

19

19.0

19.0

92.0

2.0

2.0

94.0

6.0

6.0

100.0

Total

100

100.0

100.0

Self explanatory display as a expect from new trucks. Frequency Percent Valid PercentCumulative Percent Valid 2 4 4.0 4.0 4.0

7.0

7.0

11.0

28

28.0

28.0

39.0

36

36.0

36.0

75.0

25

25.0

25.0

100.0

Total

100

100.0

100.0

Mileage Horse power High carrying Hydraulic power Self Explanatory Large storage space

1 84 0 8 8 0 0

2 9 0 45 31 4 11

3 7 0 43 34 7 9

4 0 24 4 19 28 25

5 0 36 0 2 36 26

6 0 40 0 6 25 29

What do you expect from new trucks 100 80 60 40 20 0

Mileage Horse power High carrying Hydrolic power Self Explanatory Large storage space 1 84 0 8 8 0 0 2 9 0 45 31 4 11 3 7 0 43 34 7 9 4 0 24 4 19 28 25 5 0 36 0 2 36 26 6 0 40 0 6 25 29

Interpretation:

Out of 100 respondents 84 have given 1st rank for mileage as their foremost expectation in trucks and second most expectation for load carrying capacity this has been expected by 45 respondents out 100.

8. Which are the following factors that influence while purchasing trucks?
Loan facility as factor that influence while purchasing trucks Frequency Percent Valid Cumulative Percent Percent

Valid 1 59 59.0 59.6 59.6

38

38.0

38.4

98.0

1.0

1.0

99.0

1.0

1.0

100.0

Total Missing System Total

99

99.0

100.0

1.0

100

100.0

Dealers loyalty as factor that influence while purchasing trucks Frequency Percent Valid Cumulative Percent Percent

Valid

6.0

6.1

6.1

2.0

2.0

8.2

3.0

3.1

11.2

57

57.0

58.2

69.4

30

30.0

30.6

100.0

Total Missing System Total

98

98.0

100.0

2.0

100

100.0

History & image of the company as factor that influence while purchasing trucks Frequency Percent Valid Cumulative Percent Percent

Valid 1 2 2.0 2.0 2.0

1.0

1.0

3.1

94

94.0

95.9

99.0

1.0

1.0

100.0

Total Missing System Total

98

98.0

100.0

2.0

100

100.0

Price as factor that influence while purchasing trucks Frequency Percent Valid Cumulative Percent Percent

Valid 1 35 35.0 35.7 35.7

11

11.0

11.2

46.9

5.0

5.1

52.0

47

47.0

48.0

100.0

Total Missing System Total

98

98.0

100.0

2.0

100

100.0

Word of mouth communication as factor that influence while purchasing trucks Frequency Valid 1 1 1.0 1.0 1.0 Percent Valid Cumulative Percent Percent

47

47.0

48.0

49.0

29

29.0

29.6

78.6

21

21.0

21.4

100.0

Total Missing System Total

98

98.0

100.0

2.0

100

100.0

Loan facility Dealers loyalty History & image of Co' Price Word of mouth comm.

1 59 6 2 35 1

2 38 2 1 11 47

3 1 3 94 0 0

4 1 57 1 5 29

5 0 30 0 47 21

Factor influence w hile purchasing trucks

100 90 80 70 60 50 40 30 20 10 0 Loan facility Deal ers loyality History & im age of Co' Pri ce Word of m outh com m 1 59 6 2 35 1 2 38 2 1 11 47 3 1 3 94 0 0 4 1 57 1 5 29 5 0 30 0 47 21

Interpretation: From the graph it is clear that out 100 respondents 59 have given 1st rank to Loan facility, which influence while purchasing truck and out 100 respondents 47 believe that word of mouth communication is second most influencing factor for purchasing a truck. So most influential factor is finance facility and word of mouth about the trucks.

9) Would you like to purchase a truck in future?

Frequency Percent Valid Cumulative Percent Percent

Valid Yes

73

73.0

73.0

73.0

No

27

27.0

27.0

100.0

Total

100

100.0

100.0

Would you like to purchase a truck in future

No

Yes

Interpretation: From the above graph 73% respondents are ready purchase the truck in future and 27% of them are not to purchase in future. There is lot of markets for trucks. 10) Would you like to purchase a Tata Commercial Vehicles truck in future?

Frequency Percent Valid PercentCumulative Percent Valid Yes

27

27.0

37.0

37.0

No

46

46.0

63.0

100.0

Total Missing System Total

73

73.0

100.0

27

27.0

100

100.0

Would you like to purchase TATA commercial vehicals in futures

NO YES

Interpretation: In 73 respondents 27 (37%) are interest in purchasing Tata commercial vehicals in future and 46 (63%) are not interest. At present in Hubli city there is a demand for 27 trucks. 11 Which are the additional facilities you need for purchase a Tata Commercial Vehicles truck in future?
FrequencyPercentValid PercentCumulative Percent Valid Installments 4 4.0 14.814.8

Exchange offer

3.0

11.125.9

Service nation wide

8.0

29.655.6

less interest

12

12.0

44.4100.0

Total Missing System Total

27

27.0

100.0

73

73.0

100 100.0

Which additional acilitess you need from TATA commercial vehicals

12 10 8 6 4 2 0 Installments Exchange offer Service nation wide less interest

Interpretation: Out of 27 respondents 12(44.4) of them said less interest, 8 (29.6%) them are said service station should be there nation wide and 4 (14.8%) of them are installments and remaining are 3 (11.1%) exchange offer. 12 Which segment of truck do you prefer to buy?
Frequency Percent Valid Cumulative Percent Percent

Valid Flat bed truck Tripper

7.0

25.9

25.9

4.0

14.8

40.7

Tractor head Half body truck Total Missing System Total

2.0

7.4

48.1

14

14.0

51.9

100.0

27

27.0

100.0

73

73.0

100

100.0

Which segment of truck do you prefer to buy

16 14 12 10 8 6 4 2 0 Flat bed truck Tripper Tractor head Half body truck 7

14

Frequency

4 2

Which segment of truck do you prefer to buy

Interpretation: Out of 27 respondents 14 (51.9%) are interested to purchase half body truck,07 (25.9%) are interest in flat bed truck, 4 (14.8%)for tripper and 2 (7.4%) for tractor head.

FINDINGS
From the field survey, out of the 100 respondents 100 are all owner of truck in different company. 41% of the respondents are the owner of TATA, 38% of them are Ashok Leyland and 17% of them are Eicher and remaining 4% are Volvo. Criteria for choosing there trucks because of a) Brand Name b) Mileage c) Load capacity d) Space 40% 32% 16% 4%

53% of people said TATA brand come to their mind, 24% are as Ashok Leyland, 15% of them Eicher and reaming 8% said Volvo.

When asked to the respondents, awareness of the Bellad Engineering Pvt.Ltd 78% are aware and 22% are not aware.

72% of the respondents are aware about Tata commercial vehicles and 28% are not aware.

66% of respondent are aware about Tata commercial vehicles collaboration with Tata

It is found that out 56 respondents are aware about collaboration of the Tata motors through as follows 20 (35.7%) of them are said through Friends. 16 (28.6%) of them are said through. 12 (21.4%) of them said through News Paper. 8 (14.3%) of them said through Internet.

Out of 56 respondents 18 (32.1%) of them said fuel efficiency and 16 (28.6%)of them said aesthetic look and 10 (17.9%)of them said less maintenance1 12(21.4%) respondents said load capacity feature know by the respondents in Tata Commercial Vehicles trucks.

Out of 100 respondents 84 have given 1st rank for mileage as their foremost expectation in trucks and second most expectation for load carrying capacity.

Out 100 respondents 59 have given 1st rank to Loan facility which influence while purchasing truck and out 100 respondents 47 believe that word of mouth communication is second most influencing factor for purchasing a truck.

73% of respondents say they are ready to purchase truck in future and 27% are not.

Out of 73 respondents 46 (63%) are interest in purchasing Tata commercial vehicals in future and 27 (37%) are not interest.

Out of 27 respondents 14 (51.9%) are interested to purchase half body truck,07 (25.9%) are interest in flat bed truck, 4 (14.8%)for tripper and 2 (7.4%) for tractor head.

Chapter 4

RECOMMENDATIONSR Majority of the people are ready to purchase a truck in future therefore there is a lot of demand for trucks, so there is large market for Tata Commercial Vehicles in Hubli. Hence company grab the market with aggressive & innovative strategies.

Most of the people are aware of Bellad Engineering Pvt.Ltd, for Multi Utility Segment now it has taken dealership of Tata Commercial Vehicles so it has to create more awareness among potential market regarding the company (has to increase the ad spend).

Due to hike in the price of the Fuel most of the respondents are expecting more mileage for new trucks so that company should concentrate more on mileage of the truck.

While purchasing truck the most influential factors are loan facility, History and image of the company, word of mouth, so provide Finance or loan facility and provide a very effective after sales service to existing customer, which will help to

maximise the positive word of mouth communication about dealers as well as truck.

Local dealer should conduct demonstration and Test drives for existing truck owners and potential customers. So they can know about special Feature available in Tata

Commercial Vehicles regarding Mileage, load efficiency and other utility in the Tata Commercial Vehicles (truck)

Dealer should co-ordinate with company to conduct truck exhibitions in local market to create awareness, educate people and hence capture more market share.

CONCLUSION

Winning the heart and minds of the today sophisticated vehicle buyers will require collaboration, commitment and communication on the part both manufacturer and dealers. The majority of the people are ready to purchase truck in future, there is demand for trucks. Therefore Hubli is good market for Tata Commercial Vehicles (truck) so the company and dealers should carry more promotional activities like giving ads in News paper, local TV channel, and hoardings. Conduct more demos and free test-drive so that customer are satisfied with what they expect from new trucks.

QUESTIONNAIRE

1. Which truck do you own? 1) TATA [ ] 2) Ashok Leyland 3) Eicher [ ] 4) Volvo [ ]

2. Basic criteria for choosing the above mentioned company. 1) Brand Name [ ] 4) Load capacity [ ] 2) Space [ ] 3) Mileage [ ] 5) Maintenance [ ]

3. Whenever you think of a truck which brand come to your mind? 1) TATA [ ] 3) Volvo [ ] 2) Ashok Leyland [ ] 4) Eicher [ ]

4. Are you aware of Bellad Engineering (P)Ltd? 1) Yes [ ] 2) No [ ]

5. Are you aware of new produt launch by the house of Tatas? Yes [ ] No [ ]

If yes through which Media / Means? 1) sales person [ ] 2) Friends [ ] 3) Existing truck owners [ ] 4) Demos [ ] 5) Internet [ ] 6) News paper [ ] 6. Which unique features do you know in tata trucks? 1) Fuel Efficiency [ ] 3) Aesthetic look [ ] 2) Load capacity [ ]

4) Less Maintenance [ ]

7. What do you expect from new trucks? Rank the following attributes (Rank from 1 to 6, 1 for highest and 6 for least) 1) More mileage per/liter 2) Horse power 3) High carrying load 4) Hydraulic power 5) Self explanatory display 6) Large storage space [ [ [ [ [ [ ] ] ] ] ] ]

8. Rank the following factors that influence while purchasing trucks? (Rank from 1 to 5, 1 for highest and 5 for least) 1) Loan facility 2) Dealers loyalty 3) History & image of the company 4) Price factors 5) Word of mouth communication [ [ [ [ [ ] ] ] ] ]

9. Would you like to purchase a truck in future? 1) Yes [ ] 2) No [ ]

10. Would you like to purchases Tata Commercial Vehicles truck in future? 1) Yes [ ] 2) No [ ]

11. Which are the additional facilities you need for purchase a Tata Commercial Vehicles Truck? 1) Loan & Banking [ ] 4) In time delivery [ ] 2) Installments [ ] 3) exchange offer [ ] 6) less interest [ ]

5) Service nation wide [ ]

12. Which segment of truck do you prefer to buy? 1) Flat bed truck [ ] 3) Tractor Head [ ] 2) Tripper [ ] 4) Half body trucks [ ]

Name: _________________________ Occupation: Address: ________________________ Annual Income: _________________________ Phone No:

______________________ __________________

_______________________

Thank-You for Your co-operation

BIBLIOGRAPHY 1. Marketing Management Philip Kotler

2. Marketing Research Tull and Hawkins Parusramn & grewl

3. Website www.knowthis.com Forbes.com Tatamotors.com

4. Materials Magazines, Journals, Newspaper and Books

Q1 Sl. No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 1 1 2 2 1 2 1 3 1 1 2 1 3 1 2 1 1 4 1 4 1 1 2 2 4 3 3 2 2 2 3 1 1 1 1

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1 1 1 1 1 1 2 2 2 2 2

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. . . . . . . . . . .

47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96

3 2 2 2 2 2 2 2 2 2 2 2 2 1 1 1 1 1 1 1 1 1 2 2 2 2 3 3 3 2 2 3 2 2 2 2 2 2 2 2 2 1 1 1 3 3 3 3 3 1

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1 1 1 1 1 1 1 1 1 1 1 3 3 4 3 4 3 4 3 4 3 4 4 4 4 4 4 2 4 2 4 2 4 2 4 2 4 2 1 1 2 2 2 2 2 1 2 2 1 2

1 1 1 1 2 2 2 2 1 2 1 2 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 1 1 2 1 2 1

2 . 2 . 2 2 . 2 . 2 . 2 2 . 2 . 3 . . 3 . 3 . . 3 . . . 3 3 3 3 3 . 3 . . 3 . 3 . . 4 . 4 4 . 4 4 4

3 3 . 3 1 4 1 4 1 . 3 1 . 1 . 2 3 . 1 . 2 3 . . . . . . . . . . 1 . . 2 . 4 . . 4 4 . 4 3 . 4 3 4 4

3 1 6 4 3 1 1 1 1 1 2 1 1 1 1 1 1 2 1 3 6 5 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

6 5 5 5 2 2 2 3 2 5 3 2 2 5 2 2 5 1 3 4 5 4 1 3 3 2 3 4 3 3 4 3 3 4 2 6 3 2 . 2 4 4 4 4 2 4 4 4 4 2

5 6 4 6 1 3 3 4 6 4 4 3 3 4 4 3 4 3 2 5 4 3 5 2 4 3 4 2 4 1 5 6 2 5 4 5 4 3 . 3 5 5 5 5 3 5 5 5 5 3

4 3 3 2 4 4 4 5 5 3 5 4 4 3 3 4 3 4 4 6 2 2 2 4 2 5 2 6 2 5 6 5 4 3 3 4 5 5 3 5 6 6 6 6 5 6 6 6 6 5

2 2 2 3 5 5 5 6 4 2 6 5 5 2 5 5 2 5 5 2 3 1 3 6 5 4 5 5 5 4 2 4 6 2 5 3 6 4 3 4 2 2 2 2 4 2 2 2 2 4

1 4 1 1 6 6 6 2 3 6 1 6 6 6 6 6 6 6 6 1 1 6 6 5 6 6 6 3 6 6 3 2 5 6 6 2 2 6 4 6 3 3 3 3 6 3 3 3 3 6

2 1 1 2 1 2 1 1 2 1 1 2 1 1 1 1 2 1 2 1 2 1 2 2 2 1 1 1 1 2 1 1 2 1 1 1 2 1 2 1 2 2 1 2 2 1 1 1 1 2

5 4 4 5 4 5 4 4 5 4 4 5 4 4 4 4 5 4 5 4 5 4 5 5 5 4 4 4 4 5 4 4 5 4 4 4 5 4 5 4 5 5 4 5 5 4 4 4 4 5

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

1 5 5 1 5 1 5 5 1 5 5 1 5 5 5 5 1 5 1 5 1 5 1 1 1 5 5 5 5 1 5 5 1 5 5 5 1 5 1 5 1 1 5 1 1 5 5 5 5 1

4 2 2 4 2 4 2 2 4 2 2 4 2 2 2 2 4 2 4 2 4 2 4 4 4 2 2 2 2 4 2 2 4 2 2 2 4 2 4 2 4 4 2 4 4 2 2 2 2 4

2 2 2 2 2 1 1 1 2 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 1 1 1 2 2 2 2 2 2 1 2 1 1 1 1 1 1 1 1 1 1 2 1 1 1 2

. . . . . 2 2 2 . 1 2 1 2 . 1 2 2 1 2 1 1 2 1 2 1 2 1 . . . . . . 1 . 1 1 2 1 1 2 2 2 2 2 . 1 1 1 .

5 5

5 5 5 5 5 6

6 6 6 6 6 6

6 6 6

. . . . . . . . . 1 . 4 . . 1 . . 4 . 4 4 . 4 . 4 . 4 . . . . . . 2 . 2 4 . . 4 . . . . . . 2 4 2 .

97 98 99 100

1 1 4 4

1 1 1 1

1 1 2 2

1 1 1 1

4 4 4 4

3 . 4 4

1 1 1 1

4 4 2 2

5 5 3 3

6 6 5 5

2 2 4 4

3 3 6 6

1 1 1 1

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3 3 3 3

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. 3 3 .