CHAPTER -3

COMPANY PROFILE

MARUTI SUZUKI INDIA LIMITED

Maruti Suzuki India Limited is a publicly listed automaker in India. It is a leading
four-wheeler automobile manufacture in South Asia. Suzuki Motor Corporation of Japan and
Indian organization jointly hold the company. It was the first company in India to mass-produce
and sell more than a million cars. It is the market leader in India Limited. The company’s
headquarters remain in Gurgaon, near Delhi.

Maruti Suzuki Indian Ltd (previously known Maruti Udyog Ltd) is one of India’s
leading automobile manufacturers and the market leader in the car segment, both in terms of
volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned
by the Indian government, and 54.2% by Suzuki of Japan. The Indian government held an initial
public offering of 25% of the company in June 2003.As of May 10, 2007, Govt. of India sold its
complete share to Indian financial institutions. With this, Govt. of India no longer has stake in
Maruti Udyog.

Maruti Udyog Limited (MUL) was established in February 1981, though the actual
production commenced in 1983. Through 2004, Maruti has produced over 5 million vehicles.
Maruti are sold in India and various several other countries, depending upon export orders. Cars
similar to Maruti (but not manufactured by Maruti Udyog) are sold by Suzuki in Pakistan and
other South Asian countries.

The company annually exports more than 30000 cars and has an extremely large
domestic market in India selling over 500,000 cras annually. Maruti 800, till 2004, was the
India’s largest selling compact car ever since it was launched in 1983.More than a million units
of this car have been sold worldwide so far. Currently, Maruti Alto tops the sales charts.

HISTORY:

Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been
the leader of the Indian car market for over two decades.

Maruti Suzuki was born as a government company, with Suzuki as a minor partner, to
make a people’s car for middle class India. Over the years, the product range has widened,
ownership has changed hands and the customer has evolved. What remains unchanged, then and
now, is Maruti’s mission to motorise India.

Its manufacturing facilities are located at two facilities Gurgaon and manesar south of New
Delhi. Manesar and Gurgaon facilities have a combined capability to produce over 1.5million
unit annually. The company plans to expand its manufacturing capacity to 1.75million by 2013.
 Maruti is clearly an “employer of choice” for automotive engineers and young managers
from across the country. Nearly 75,000 people are employed directly by Maruti and its partners.

The company vouches for customer satisfaction. For its sincere efforts it has been rated (by
customers) first in customer satisfaction among all car makers in India for seven years in a row
in annual survey y J D Power Asia Pacific.

Maruti Suzuki Today:

More than half the cars sold in an India are Maruti cars. The company is a subsidiary of
Suzuki Motor Corporation, japan, which owns 54.2 per cent of Maruti. The rest is owned by the
public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock
Exchange in India.

In 2011-12, Maruti Suzuki sold about 1.13 million vehicles, of which 1, 27,379 were
exported. In all per ten million Maruti cars are on Indian roads since the first car was rolled out
on December 14, 1983.

Maruti Suzuki offers 15 models, ranging from the people’s car, Maruti 800, for less than Rs
200,000($ 5000) ex-showroom to the latest life utility vehicle, Ertiga.

Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars
for three decades. Suzuki’s technical superiority lies in its ability to pack power and performance
into a compact, lightweight engine that is clean and fuel efficient.

Today they have come up with many other areas they are as follows:

Authorized Service Stations:

Maruti is one of the companies in India which has unparalleled service network. To
ensure the vehicles sold by them are serviced properly Maruti had more than 2946 listed
Authorized service stations and 30 Express Service Stations on 30 highways across India.

Service is a major revenue generator of the company. Most of the service stations are
managed on franchise basis, where Maruti trains the local staff. Other automobile companies
have not been able to match this benchmark set by Maruti. The Express Service stations help
many stranded vehicles on the highways by sending across their repair man to the vehicle.

Maruti Insurance:
Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The
service was set up the company with the inception of two subsidiaries Maruti Insurance
Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited.
 This service started as a benefit or value addition to customers and was able to ramp up
easily. By December 2005 they were able to sell more than two million insurance policies since
its inception.

Maruti Finance:
To promote its bottom line growth, Maruti launched Maruti Finance in January 2002.
Prior to the start of this service Maruti had started two joint ventures Citicorp Maruti and Maruti
Countrywide with City Group and GE Countrywide respectively to assist its client in securing
loan.

Maruti Driving School:

As part of its corporate social responsibility Maruti Udyog launched the Maruti Driving
School in Delhi. Later the services were extended to other cities of India as well. These schools
are modeled on international standards, where learners go through classroom and practical
sessions. Many international practices like road behavior and attitudes are also taught in these
schools. Before driving actual vehicles participants are trained on simulators.

Future Plans:

Suzuki and Maruti have drawn up a 5-year investment plan of Rs 9000crore/ $22.5
billion Yen, up to year 2011.This investment will be used to expand capacity in Maruti’s new
plant and the diesel engine plant of Suzuki and Maruti located in Manesar, upgrade the existing
plants in Gurgaon, revamp engines and in launching new models.

The key areas of investment will also be to Develop R&D capability and infrastructure so
that we can develop a full model at Maruti, and also help develop products for other Suzuki
operations in Asia. Maruti targets to make and sell a million cars in the domestic market by
2011.

We also expect to export 200,000 cars by 2011, and lead India’s quest to be a global
manufacturing hub for compact hub for compact cars.

New Delhi, December 17: Maruti Suzuki India Ltd, the country’s biggest carmaker, will
start designing cars in India by 2011, for which it has sent close to hundred employees for
training in Japana, senior company official said.

“We are training about 100 people in research and development area at Suzuki Japan. They
have been sent to Japan for two years and would come back in batches between 2008-10,”
Maruti Suzuki India’s Executive Director (HR) S Y Siddiqui said.

The official said most of the current human resource investment and training activities
were targeted for the year 2011.
 “Plants can be set up at any given time, but for their efficient functioning, the employee’
skills, behavioral pattern and leadership quality are a must,” he noted.

Maruti Suzuki is targeting to sell one million cars every year by 2011, according to the
company’s newly appointed MD and CEO Shinzo Nakanishi, who will assume the top position
from Jagdish Khattar on December19.

Nakanishi said earlier this month that the company would invest Rs 1,750 crore in
setting up a research and development wing at manesar over the next three years.

MSIL, in collaboration with its parent Suzuki Motor co, has already developed a new
concept hatcha-A star-which would be displayed for the first time during the upcoming Auto
Expo in January.

BOARD OF DIRECTORS:
Chairmen Mr.R.C. Bhargava

Managing Director and CEO Mr. Shinzo Nakanishi

Director Mr. Manvinder Singh Banga

Director Mr. Amal Ganguli

Director Mr. D.S. Brar

Director Mr. Osamu Suzuki

Director and Managing Executive Officer (Engg.) Mr. Keeichi Asia

Director Mr. Kinji Saito

Director Mr. Pallavi Shroff

Director Mr. Kenichi Ayukawa

Director and Managing Executive Officer (Prod.) Mr. Tsuneo Ohashi

Director and Managing Executive Officer Mr.Kazuhiko Ayabe

(Supply Chain)
NOW WE SHALL SEE IN WHICH YEAR WHICH CAR LAUNCHED:-
Maruti 800: Launched 1983. Maruti 800 LPG 2008

Maruti Omni: Launched 1984. LPG 2006

Maruti Gypsy: Launched 1985

Maruti 1000: Launched 1990

Maruti Zen: Launched in 2003. Production ended in 2006.

Maruti Esteem: Launched 1994

Maruti Wagon-R: Launched 1999 Modified 2006 LPG 2006

Maruti Baleno: Launched 1999. Production ended late 2006/early 2007.

Maruti Alto: Launched 2000. Currently the largest selling car in India

Maruti Grand Vitara: Launched 2003

Maruti Grand Vitara XL-7

Maruti Versa: Launched 2004

Maruti Swift: Launched 2005

Maruti Zen Estilo Launched 2006

Maruti Swift Diesel Launched in 2007 Swift Dzire 2008

Maruti Suzuki SX4 Launched in May 2007

Maruti Grand Vitara Sports Utility Vehicle Launched in July 2007

Maruti Suzuki Kizashi2010

Maruti Suzuki Sx4 Diesel 2011

Maruti Suzuki Swift Dzire 2010

Maruti Suzuki Ritz 2010

Maruti Suzuki Ertiga 2012

Now we shall see the monthly sales of all the cars

 New Delhi, November 1, 2007: Car market leader Maruti Suzuki India Limited sold
64,258 vehicles in the domestic marketing October 2007.
 The company had sold 55,894 vehicles in the domestic market in October 2006.
 In all, Maruti Suzuki India Limited sold 69,415 vehicles in October 2007. This includes
5,157 units of exports.
 Maruti’s volume in the domestic A2 segment went up by 20.9% and in A3 segment grew
by 54.7% during the month compared to sale in October 2006.
 AWARDS:
First we shall see the awards won in the year 2006.

 Aftermarket award in South America in December 2006.

 Visteon named innovations 2007 design and Engineering Awards honoree for in –vehicle
wireless charging in November 2006.
 Saftey award in September 2006.
 2006 J.D. power and Associates multimedia quality study in August 2006.
 Best quality award in April 2006.
 Consumer choice Maruti Suzuki Swift small family favourite in 2010.
 Maruti Suzuki wins the Business World International Business Award 2012. (Export auto
and engineering category) 2012
 Ranked No. 1 in the J.D. power Customer satisfaction index for the 12th time in a row.
 Ranked 4th in a index of thought leaders in India published by London Based
communication agency Globe scan.

And above this they have a received many other award in the year 2006.

Now we shall see the awards won in the year 2007.

 Best supplier of the year in January 2007.
 Export performance awards in March 2007.
 High Honours for corporate citizenship in April 2007.
 Development capabilities named excellent June 2007.
 LAHOTI MOTORS
Introduction:-

LAHOTI MOTORS is one of the dealers of Maruti Suzuki in Karnataka. This dealership is
taken in the year 2010 by Mrs.Usha Lahoti who was a very well know person.

This dealership in car was a slow starter but subsequently blossomed in to a very profitable
business due to the single minded efforts, honest motivates and leadership qualities of a great
person was is the founder of Lahoti Motors showroom Mrs.Usha Lahoti.

He has acquired dealership in Bidar and Yadgir as well.

This is a very well know Showroom for its service. There are totally 72 employees in the
showroom working for different departments.There is totally 3 departments.

They will provide a warranty for 2 years or 40,000 kms. And they will provide 3 free
services to new customer.

 First service will be after 1000kms or 1 month

 Second service will be after 5000kms or 6 month
 Third service will be after 10,000kms or 1 year.

They will also organize free camps for check up of cars once in a month and they are
organized in all the places which are within the Kalaburgi district. This is the only
dealer in both kalagurgi and Bidar which is able to sell about a monthly average of 50-
60cars monthly.
Board of Directors:-

Mrs.Usha Lahoti : CEO

Mr. Shikanta Lahoti : MD

Mr. Shripad Deshpande : D.G.M.

Mr. Ravindra Deshpande : Account Dept.

Smt. Anushree : Executive Director

Mr. Ananda.S.M : H.R.M

Mr. Srinivas Joshi : Customer Care Manager

 ORGANIZATION CHART

CEO

Usha Lahoti

Executive-Director

Anushree Lahoti

HR Manger Admin HT A/C G.M Sales Manager

Anand.S.M Shivanand Ravindra.D Dilip Ghokale Shripad D

Noola

Account
 Lobby Manager
 Office Boys Division
 Pantry Incharge
 System
 Company can divided into different department and it includes 12 departments.
 The company hierarchy includes first CEO, Exeutive Director, HR Manager,Sales
Manager, Account Manager and Administrators.
 In this one department is depends on another one, totally departments will lead to
increase the sales.
 Some employees of group has their own leader according to the area segment.
 It includes centralized decision making and it should be centralized only because owners
have to take decision.

VISION & MISSION

Vision

We Lahoti Motors family of auto dealership exists provide the best overall purchase
and customer service experience.

This level of customer satisfaction is possible because our sales and service
employees are empowered to perform in a manner which will please our customer and
ensure their loyalty.

Mission

“Our mission at Lahoti Motors Pvt. Ltd. Auto group is to a world class
automotive dealership. Our management will have consists policies and procedures to
ensure our trust and reputation in the community of automobile industry. We always try
to create stability and provide a higher quality of life for our employees and their
families”.
 QUESTIONNAIRE

NAME…………………..
AGE…………………….
GENDER……………….

1) Monthly Income
a) 10000 b) 10001-20000
b) 20001-3000 d) 30001-40000
e) 40001-50000 f) 50000 & above

2) Which brand of car you aware off?

a) Hound b) Hyundai c) Suzuki b) Renault e) Ford

3) Do you have your own Maruti Suzuki car?

a) Yes b) No

4) If yes, which one you have?

a) Suzuki Swift Dzire b) Suzuki Brezza c) Suzuki Alto 800 d) Suzuki Omni Van

5) Which is the color of your car?

a) Black b) Silver c) White d) Red

6) How did you come to know about this model?

a) Newspaper b) Magazine c) Advertisement d) Dealer

7) What is the main reason for purchasing of car?

a) Average b) Style c) Comfortably d) Attractive e) Necessary

8) How did you purchase a car?

a) By cash b) By loan c) By scheme d) EMI basis

9) For what purpose do you prefer a car?

a) College b) Job c) Business d) House holds e) Other specifies………

 10) What kind of service do you expect from a dealer?

a) Fast delivery of car b) Good & prompt servicing c) Mobile servicing

11) Servicing of the car is done in………..period

a) Monthly b) Quarterly c ) 6 months d) Annualy

12) Are you facing problem which is beyond the dealer limit?

a) Yes b) No

13) If Yes, specify the reason…………

14) Dose the dealers provide any assistance regarding the new product/new technology
in the market?

a) Yes b) No

15) How often do you change your car?

a) Once in 3 years b) Once in 5 years c) Once in 8years

16) Do you have any point of dissatisfaction with the 4wheeler you are using presently?

a) Yes b) No

17) What are the influences to purchase Maruti Suzuki?

a) Brand b) Speed c) Model d) Engine capacity

e) Riding comfort f) Good color

18) When did you purchase Maruti Suzuki car?

a) Before – 2003 b) 2003-2006 c) 2007-2008 d) Less than 6 months

19) Are you satisfied with the price what you have paid for the product?

a) Satisfied b) Not satisfied c) Neither

20) Do you think the price & attributes of the Maruti Suzuki car?

a) Yes b) No
21) Have you ever serviced your car?

a) Yes b) No

22) How many of your family members prefer Maruti Suzuki car?

a) 1 b) 2

c) 3 b) More than 3
Table No.01

Table showing the monthly income

Options No. of respondent percentage

10000 14 28%
10001-20000 13 26%
2001-30000 12 24%
30001-40000 05 10%
40001-50000 04 08%
50000&Above 02 04%
Total 50 100%
30

25

20

15
No.o respondent
10
Precentage

0
Table No-02

Table showing the brand of car you aware

Options Respondents Percentage

Hound 06 12%
Hyundai 06 12%
Suzuki 20 40%
Renault 10 20%
Ford 08 16%
Total 50 100%
GRAPH-02

45

40

35

30

25
No.of respondents
20 Percentage

15

10

0
Hound Hyundai Suzuki Renault Ford
Table No-03

Table showing the you have your own Maruti Suzuki car

Options Respondents Percentage

Yes 35 70%
No 15 30%
Total 50 100%
GRAPH-03

80

70

60

50

40 No.of respondents
Percentage
30

20

10

0
YES No
Table No-4

Table showing the if yes which one you have

Options Respondents Percentage

Suzuki Swift Dzire 14 28%
Suzuki Brezza 10 20%
Suzuki Alto 800 12 24%
Suzuki Omni Van 14 28%
Total 50 100%
GRAPH-4

30

25

20

15 No of respondents
Persentage

10

0
Suzuki Swift Dzire Suzumi Brezza Suzuki Alto 800 Suzuki Omni Van
Table No-5

Table showing the color of your car

Options No of respondents Percentage

Black 15 30%
Silver 09 18%
White 18 36%
Red 08 16%
Total 50 100%
GRAPH-5

40

35

30

25

20 No of respondents
Percentage
15

10

0
Black Silver White Red
Table-06

Table showing the you come to know about this model

Options No of respondents Percentage

Newspaper 17 34%
Magazine 08 16%
Advertisement 15 30%
Dealer 10 20%
Total 50 100%
GRAPH-6

40

35

30

25

20 No of respondents
Persentage
15

10

0
Newspaper Magazine Advertisement Dealer
Table No -7

Table showing the main reason for purchasing of car

Options No of respondent Percentage

Average 10 20%
Style 08 16%
Comfortable 20 40%
Attractive 08 16%
Necessary 04 08%
Total 50 100%
GRAPH-7

45

40

35

30

25
No of respondent
20 Percentage

15

10

0
Average Style Comfortably Attractive necessary
Table No-8

Table showing the did you purchase o car

Options No of respondents Percentage

By cash 25 50%
By loan 20 40%
By scheme 02 04%
By EMI basis 03 06%
Total 50 100%
GRAPH-8

60

50

40

30 No of respondents
Percentage

20

10

0
By cash By loan By scheme By EMI basis
Table No-9

Table showing the purpose do you prefer a car

Options No of respondents Percentage

College 10 20%
Job 25 50%
Business 10 20%
House holds 4 08%
Other specifies 1 02%
Total 50 100%
GRAPH-9

60

50

40

30 No of respondents
Percentage
20

10

0
College Job Business House holds Other
specifies
Table No -10

Table showing the what kind of service do you expect from a dealer

Options No of respondents Percentage

Fast delivery of car 20 40%
Good& prompt servicing 25 50%
Mobile servicing 5 10%
Total 50 100%
GRAPH-10

60

50

40

30 No of respondents
Percentage
20

10

0
Fast delivery of car Good& prompt Mobile servicing
servicing
Table No-11

Table showing the servicing of the car is done in period

Options No of respondents Percentage

Monthly 10 20%
Quarterly 20 40%
6month 10 20%
Annualy 10 20%
Total 50 100%
GRAPH-11

45

40

35

30

25
No of respondents
20 Percentage

15

10

0
Monthly Quarterly 6month Annualy
Table No-12

Table showing the are you facing problem which is beyond the dealer limit

Options No of respondents Percentage

Yes 20 40%
No 30 60%
Total 50 100%
GRAPH-12

70

60

50

40
No of respondents
30 Percentage

20

10

0
Yes No
Table No-13

Table showing the dealers provide any assistance regarding the new product/new technology in
the market

Options No of respondents Percentage

Yes 35 70%
No 15 30%
Total 50 100%
GRAPH-13

80

70

60

50

40 No of respondents
Percentage
30

20

10

0
Yes No
Table No-14

Table showing the do you change your car

Options No of respondents Percentage

Once in 3 years 15 30%
Once in 5 years 25 50%
Once in 8 years 10 20%
Total 50 100%
GRAPH-14

60

50

40

30 No of respondents
Percentage

20

10

0
Once in 3 years Once in 5 years Once in 8 years
Table No-15

Table showing the do you have any point of dissatisfaction with the 4wheeler you are using
presently

Options No of respondents Percentage

Yes 17 34%
No 33 66%
Total 50 100%
GRAPH-15

40

35

30

25

20 No of respondents
Percentage
15

10

0
Yes No
Table No-16

Table showing the what are the influence to purchase Maruti Suzuki

Options NO of respondents Percentage

Brand 10 20%
Speed 09 18%
Model 05 10%
Engine capacity 11 22%
Riding comfort 10 20%
Good color 05 10%
Total 50 100%
GRAPH-16

25

20

15

No of respondents
10 Percentage

0
Brand Speed Model Engine Riding Good color
capacity comfort
Table No-17

Table showing the did you purchase Maruti Suzuki car

Options No of respondents Percentage

Before-2003 10 20%
2003-2006 14 28%
2007-2008 11 22%
Less than 6month 15 30%
Total 50 100%
GRAPH-17

35

30

25

20
No of respondents
15 Percentage

10

0
Before-2003 2003-2006 2007-2008 less than 6month