In May 1995, Maruti got ISO 9002 certification.

The audit for this coveredquality assurance in

production, installation, marketing and sales as well as after sales services. We were also one of the first

companies in the world to pioneer ISO9000 certification for our dealers. In October 1993, MUL passed the Conformity Of

Production (COP) Audit,which is based on a European Union Directive. This authenticated our qualitysystems and testing

facilities for export to Europe.Their emphasis on total quality has meant that today they are in a position to guidevendors

and dealers in establishing and consolidating their individual qualitysystems. This commitment to quality has ensured a

consistently satisfying productand world-class sales and after-sales services. TS16949:2002 -

A new feather was added recently in Marutis cap in thefield of quality when the Quality Management

System of its Press Shop &

associated functions

(collectively termed as Press Function) got certification for conformance to the requirements of TS16949:2002

standard.The need for TS certification of Press Function had its genesis in the prestigious proje ct that Maruti

earned for the supply of stamped panels to General Motors Indiafor one of its forthcoming models.As a part

of Quality system requirements, GM requires all its suppliers to becertified to either ISO TS 16949 or QS

9000.These standards address Quality System requirements, which are particularlyspeci fic to the

automotive industry and requires an organization to be in compliancewith ISO 9000 systems as a

basic requirement. However, whereas QS 9000 would become defunct and cease to exist after Dec 2006,

TS 16949 is going to be thestandard of the future.The TS 16949 standard, brought out by ISO in the year 1999, is an

extension of theISO 9001:2000 standard that prescribes Quality management system

requirementsthat are specifically applicable to the automotive industry.TS 16949 has gained high popularity and almost all

major automobile players acrossthe globe including GM, Ford, Daimler Chrysler, Nissan, Honda are

embracing & promoting it.

ISO 9001:2000

THEORITI CAL

PERSPEC TIVE
Consumer is strictly, the ultimate consumer of a product, the

ultimate user of a product; the person who derives the satisfaction or the benefit offered. The'consumer' is

not necessarily the customer, since there are often 'customers' in the buying/ distribution chain; moreover, the consumer is

frequently not the person whomakes the buying decision; for instance, in the case of many household products,where

the housewife may make the purchase but consumption or use is by the wholefamily. 'Consumer' is not normally applied

to the purchase of industrial goods andservices where the customer is usually a corporate body.

Nevertheless, consumablegood s are sold to industry for corporate purposes and the consumers of these goodscan

be identified for marketing practice. Consumer behavior is the study of buying habits or patterns of

behaviour of consuming public either in general or in specific groups.