Sangeeth Maruthi Suzuki 2

Chapter-1
EXECUTIVE SUMMARY
In partial fulfillment of MBA program of Bangalore University, a study was

undertaken during the month of Februarary - March 2008, at Mandovi Motors Pvt
Ltd, leading dealer of Maruti Suzuki vehicles.
The study titled “EMPLOYEE SATISFACTION AT MANDOVI MOTORS”,

focuses on knowing the employees perception with regard to implementation of
HR practices in the company. The study also focuses on finding out the perception
gap between the top management and middle management with regard to the
implementation of the HR practices.
A survey was conducted with the help of a structured questionnaire. The

respondents included employees from both the top management and middle
management.
The sample size was 75.
The data was collected with the help of structured questionnaires and depth
interviews. The secondary data was gathered with the help of in-house journals and
also through the company websites. Data gathered was analyzed in order to draft
suggestions and to know the implications of the study.
The analysis of the data revealed that some more improvements are needed in the
feedback system, reward system and compensation paid by the company.
1
INTRODUCTION TO THE STUDY
For the effective running of any organization, a HR department plays a major role.
This is because the HR department lays down the policies and procedures that
decide the working of the employees. These policies or procedures consist of
various facilities and benefits that keep the employees happy, satisfied and
motivate them to work better.
MANDOVI MOTORS PVT LTD has established a HR department recently. This

study is undertaken with a main objective of identifying the Employee Stisfaction
at Mandovi Motors. This study also attempts to find out the perception gap
between the top management and the middle management, with regard to the
implementation of these HR practices.
2
INDUSTRY PROFILE
Indian Automobile Industry
Following India’s growing openness, the arrival of new and existing models, easy
availability of finance at relatively low rate of interest and price discounts offered
by the dealers and manufacturers, all these have stirred the demand for vehicles and
a strong growth of the Indian automobile industry.
The data obtained from ministry of commerce and industry, shows a high growth
observed since 2001-02 in automobile production, continuing in the first three
quarters of the 2004-05. Annual growth was 16.0 percent in April-December 2004;
the growth rate in 2003-04 was 15.1 percent. The automobile industry grew at a
compound annual growth rate (CAGR) of 22 percent between 1992 and 1997.
Automobile Dealers Network in India
In terms of car dealer networks and authorized service stations, Maruti leads the
pack with dealer networks and workshops across the country. The other leading
automobile manufactures are also trying to cope up and are opening their service
stations and dealer workshops in all the metros and major cities of the country.
Dealers offer varying kinds of discount of finances who in turn pass it on to the
customers in the form of reduced interest rates.
Major Manufacturers of Automobiles in India
Following are the major automobile manufacturing companies in India
• Toyota motors
• Ford motors
• Hyundai motors
• Honda motors
• Tata motors
• Maruti Suzuki motors
• General motors
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Government of India has liberalized the norms for foreign investment and import
of technology which appears to have benefited the automobile sector. The
production of total vehicles increased from 4.2 million in 1998-1999 to 7.3 million
in 2003-2004. It is likely that the production of such vehicles will exceed 10
million in the couple of years to come. The industry has adopted the global
standards and this was manifested in the increasing exports in the sector.
The Key Factors behind This Upswing
Sales incentives, introduction of new models as well as variants coupled with easy
availability of low cost finance with comfortable repayment options continued to
drive the demand and sales of automobiles during the first two quarters of the
current year. The risk of an increase in the interest rates, the impact of delayed
monsoons on rural demand and increase in the costs of inputs such as steel are the
key concerns for the players in the industry.
As the players continue to introduce new models and variants, the competition may
intensify further. The ability of the players to contain costs and focus on exports
will be critical for the performance of their respective companies.
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COMPANY PROFILE
Mandovi Motors Pvt. Ltd. is the First and Largest Dealership of Maruti Suzuki
Cars in Karnataka. Its parent company has nearly 75 years of experience in the
Automotive Industry.
The company has a strong culture of excellence in everything that it does. This has
helped the company earn tremendous loyalty from Customers, resulting in a large
percentage of its business coming through references from the existing Customers.
This has also enabled Mandovi to become the
• First Automobile dealer in South India to cross a sale of 50,000 cars in 1997.
• First Dealer in Karnataka to cross a sale of 100,000 cars.
• Only Dealer in Karnataka to service more than 12,000 cars every month. It is
testimony of the trust the Customers place in the company, by patronizing its
workshops because of high quality service and personalized attention they get.
• First Autodealership to get ISO Certification in Karnataka.
• First Maruti dealer in India to get Top position in JD Power customer
satisfaction study (Non Metro), three times in a row.
Today, Mandovi boasts of the largest network among all the Maruti dealers in
Karnataka, with 12 Showrooms and Sales Information Centers, 15 Workshops and
4 Showrooms for Used Car Sale (True Value). It has a team of over 1200 dedicated
professionals committed to provide the best possible service to its customers.
VISION STATEMENT
“To be the market leaders in the passenger car market in Karnataka”
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Following is the quality policy of Mandovi Motors
''Mandovi pledges to make Quality a

way of life through commitment to
continuous improvement in Customer
Satisfaction and adhering to Quality
Management Systems''
The foundation of Mandovi is based on hard work, sincerity, integrity and

commitment of its team. It nurtures a culture of excellence and innovation. The
company is continuously striving to create a “One Stop Shop” for our Customers.
The aim of the company is to become “The Preferred Destination” for purchase
and service of Maruti Cars, as well as for allied services like Vehicle Insurance and
Pre-Owned Cars, in the cities the company operates.
The Founder
Mandovi is considered as one of the most professionally

managed Maruti Dealerships.
It is guided by the high standards set by its founder

(Late) Shri Aroor Sripathi Rao, its Managing Director
and other Directors who have lead the organisation from
the front. These standards ensure that the goals of
achieving excellence in every area of its operations are
realized by Mandovi.
Every member of Mandovi’s team of over 1200 people works jointly as a single
unit to consistently achieve record performances in all the fields like Sale of new
cars, used cars, Service, Body repair and Insurance.
Showrooms and Workshops in Bangalore

Location: J P Nagar
6
No.70, Sarakki Industrial Estate, Bannerghatta Main Road,
J.P.Nagar, 3rd Phase, Bangalore - 560 078
Timings: 9:00am-7:00pm
Location: Vijayanagar
No.2/106, 17th Cross, Magadi Chord road,
Vijayanagar, Bangalore - 560 040
Location: Wilson Garden

No.24/4, 7th Main, Wilson Garden, Bangalore - 560 027
Location: Yeshwantpura
No.17/a, 2 and 3, Gorgunte Palya Industrial Suburb,
2nd Stage, Tumkur Road, Yeshwanthpura, Bangalore-560 022
Mandovi has the largest network of High Quality Workshops for Service and
Repair of Maruti Cars, in - Bangalore, Mangalore and Mysore.
Bangalore
Location: Lavelle Road
No.40/4, Lavelle Road, Bangalore - 560 001
Location: Wheeler Road

No .132, Wheeler Road, Cox Town, Bangalore - 560 005
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Mandovi offers a wide range of accessories for the Maruti Car. Maruti Genuine
Accessories (MGA) is a new initiative to offer the customer high quality
accessories at competitive prices. The company follows world Class engineering
and design processes to develop each and every item of MGA.
With more of its Customers purchasing Cars by

financing them, Mandovi, offers to its Customers,
multiple Financing options, through multiple
finance companies. This ensures that Customers get
the most competitive financing options possible.
About Maruti Finance
Mandovi has launched Maruti Finance products from Maruti, at all its Showrooms
at Bangalore, Mangalore and Mysore. Maruti has tied up with 8 finance companies
to form a consortium. This consortium comprises Citicorp Maruti, ICICI Bank,
HDFC Bank, Kotak Mahindra, Sundaram Finance, Magma Leasing Ltd,
Cholamandalam Finance and Mahindra and Mahindra financial Services limited.
Maruti Finance offers the best rates of interest. The instalment schemes are
designed to suit customers’ convenience and other requirements.
Value Added Services
Extended warranty
Maruti Finance gives the customer the privilege of extended warranty that goes up
to four years! This means four years of hassle-free maintenance.
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Loans for Insurance and Accessories
Loans for insurance and accessories are built into the EMI's, keeping the whole
deal simple and hassle free.
In its effort to offer the best of services to the

Customers, Mandovi is now providing the complete
range of Automobile Insurance products. It offers
the benefits of a simple, efficient and faster renewal
process for Car Insurance Policy. The customer can now renew his Car Insurance
policy either by calling Mandovi’s dedicated “Call Center” for Insurance at –
9880912423, or can even renew it any time, by visiting any of our Workshops or
Showroom.
To ensure that this process is seamless, the customers are able to renew the
Insurance Policy from the comforts of their home -
• Mandovi has setup a dedicated “Call Center” for servicing Customers at,
Bangalore, Mangalore and Mysore.
• Through this “Call Center”, it reminds the Customers to renew their Car
Insurance Policy well in advance, before it expires.
• The Customer Care Executive re-confirms the complete details of customer’s
Car and existing policy over the phone itself.
• Based on the information provided, in-case no confirmation is required; the
Customer Care Executive computes the Premium amount. This amount is collected
from the customer and the Insurance Policy is delivered to his home.
About Maruti Insurance
Mandovi is providing Car Insurance, through Maruti Insurance: Maruti

Insurance has tied up with National Insurance Company, Bajaj Allianz, New India
Assurance and Royal Sundaram to bring this service for all its customers.
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At Maruti Insurance, the customer can get the advantage of a 'One Stop Shop' for
all his car insurance needs. From identifying the most suitable car coverage to
virtually hassle-free claim assistance provided by Mandovi.
Benefits of Maruti Insurance
Near Cash-less accident repairs: Mandovi provides its customers with near cash-
less repairs in their claim settlement. This means that, the Customer, would not
have to pay for the repair charges to the extent it is payable by Insurance Co. He
will just pay for the compulsory excess (fixed as per tariff according to the cubic
capacity (cc) of the car) and applicable depreciation, which varies depending on the
age of the vehicle and the type of the replaced parts. Rest of the amount will be
settled directly between Mandovi and the Insurance Company.
Seamless services across all our Workshops: The customer will get all the
services like buying new policy, effecting renewals, endorsements and claims at all
Mandovi’s Showrooms and Workshops in Bangalore, Mangalore and Mysore. The
services cover right from policy issuance to emergency assistance to post accident
repairs and claim settlement.
Faster and Fair Claim settlement: With Maruti Insurance there are no hassles
like Insurance Co. is not giving fair claim settlement. Whatever is payable by
standards is admissible by Insurance Co. The customer is not forced to bear the
undue differential cost of repair/ replacement.
Easy settlement of claims with no follow-ups: There would not be any need of
the customer's personal involvement with the surveyor or Insurance Company, nor
would the customer have to worry about salvage disposal in the process of
settlement of claims. All this will be taken care by the company.
Repairs at Authorized Dealer workshops across India: After an accident, the

damaged vehicles may be repaired at any Maruti Authorized Dealer workshops that
are equipped with the best facilities and infrastructure. This would lead to quality
repairs with Maruti genuine spare parts and trained mechanics with Maruti
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Insurance the customer need not compromise on the quality of repairs and thus
health of the car, by going to smaller roadside workshops.
Towing facility: Towing assistance would be provided, for getting the vehicle to
the workshops in Bangalore, Mangalore or Mysore, in case of accidents where the
vehicle has been rendered immobile. This facility is available free of cost up-to
Rs.1500/-. If the cost incurred for towing is more than Rs.1500/- then the excess
amount will be borne by the customer.
Easy transfer of No claim bonus: No matter which Insurance Company the

customer's vehicle was previously insured with, his no claim bonus earned on
previous policy will be easily transferred to Maruti Insurance policy that a
customer is buying at the time of renewal.
Instant Policy issuance: No longer would the customer need to wait for the policy
document, which sometimes takes months to get delivered from the Insurance
Company. With Maruti Insurance, the policy is issued through Internet and it is
instantaneous. Chief
Executive
Faster refunds and cancellations and PolicyOfficer
Verification: Maruti Insurance is
Managemen
completely driven by IT systems and thus it is possible to have a faster response
t
time for cancellations and refunds compared to other Insurance companies. At the
representati
time of payment of claims also, the policy ve and premium credit verification is
instant. This adds to both Dealer and Customer comfort 'Insurance is a subject
matter of solicitation' Manager
SGM (sales) SGM (work) HR manager
(systems)
ORGANIZATION STRUCTURE
Exe
Sr Exe Sr Exe Superviso HR
(stockyard
(Admin) (systems) r PDI Executive
)
Cust.
Sr Sr Asst.
Care Asst.
manager exe( sales stockya
manag supervisor
(sales) -del) rd
er
Deliver
Team Cust.
y washin Mechani System
manage Care
controll g c operator
rs Exe.
11 er
Sales
executiv
e
12
WORKSHOP AND SPARES
Chief
Executive
Officer
Manageme
nt
representa
tive
SGM (works)
Manager works Manager Manager

Manager WG/NV/IP (systems) (spares)
Cust.
Care Final Service Executive
inspection Supervisor
Manage advisor (systems)
Sup
r
Maruti
Cust. Counter
on Supervis System
Care sales
Road or Executive
Exe Executive
service
Quick Mechani Front office

repair cs Executive
13
Organisation Structure, Responsibilities and Authority
The responsibilities are defined in a broad base manner and the authority is
commensurate with the responsibilities assigned.
Chief Executive Officer

• Shall be responsible for the overall policy of the company.
• Shall liaison with the Maruti Officials.
• Shall be involved in Strategic Planning of the company.
• Shall look into overall and budgeting.
• Shall chair the Management Review Meetings.
• Shall review customer complain?
• Shall ensure that all employees are trained.
• Shall liaison with the government bodies.
• Shall focus on future planning and growth of the company.
• Shall motivate the departmental heads to achieve targets and customer
satisfaction.
• Shall plan cost control, budgeting and company policy decision.
Sr. General Manager (Sales)

• Shall be responsible for the overall activities of Marketing, Sales, Service and
Spares.
• Shall be responsible Market planning and Sales Promotional activities.
• Shall be responsible for the recruitment and training of the Sales Force
Personnel.
• Shall involve in new initiatives of the company.
• Shall organize the performance review meetings.
• Shall attend Management review meetings.
• Shall involve in Maruti meetings.
• Shall put forward continual improvement suggestions to CEO.
• Shall monitor customer satisfaction in Sales.
• Shall communicate to down the line with regard to improvements.
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Quality Management Representative
• Shall be responsible for effective implementation of the Quality Management
System.
• Shall report to the Top Management at regular intervals on the performance of
the Quality Management System
• Shall be responsible for conducting the Management Review Meetings as per
schedule and maintenance of records for the same.
• Shall be responsible for planning, conducting and co-ordinating Internal Quality
Audits and the follow-up audits of the entire quality system.
• Shall take corrective and preventive action as deemed necessary.
• Shall maintain all the records concerned with Internal Quality Audits.
• Shall responsible for the control of documents, data and quality records.
• Shall be responsible for implementing asnd maintaining the system for analysis
of data.
• Shall be responsible for promoting customer requirements throughout the
organization.
• Shall be responsible for implementing corrective actions based on analysis of
data.
• Shall be responsible to liaison with external parties on Quality Management
System matters.
Manager (Sales)
• Shall ensure the smooth functioning of the marketing, sales and delivery
operations.
• Shall be responsible for the activities of Sr.General Manager (Operations) in his
absence.
• Shall interact with MUL in matters concerning colour, dispatch and monthly
reports.
• Shall in consultation of the Sr.General Manager (Operations) interact with the
accounts department to arrange for payments to MUL.
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• Shall ensure MUL issued Sales Policy and Marketing Bulletins are adhered to.
• Shall ensure a corrective action on customer complains.
• Shall involve in new initiatives of the company.
HR Manager
• Shall be responsible for Recruitment and Training
• Shall ensure Consultation with HOD’s, Manpower Planning, Incentive Schemes
and Motivational Programs
• Shall ensure exit meeting and other HR activities.
HR Executive
• Shall assist HR manager in HR activities
Delivery Controller
• Shall ensure that the allotment of the vehicles is done as per the priority list.
• Shall co-ordinate with the stockyard and the PDI and ensure that all the vehicles
dispatched from MUL are received and the same are invoiced.
• Shall ensure that the customer is informed about the arrival of his vehicle.
• Shall interact with the Pre-Delivery Inspection and Delivery Sections to ensure
the smooth delivery of the vehicles.
• Shall monitor the operations at the enquiry and payment counters.
• Shall compile Customer Feedback Data on a monthly basis and shall handle
customer complains sin coordination with General Manager.
• Shall ensure that all the formalities have been completed and that the vehicle is
kept ready for delivery on the day of the delivery.
Sales Executives
• Shall follow the Pre-Sales process, Vehicle Booking and pre-delivery
procedures.
Field Executives
• Shall follow the procedures pertaining to the Marketing to both the individual
and Corporate Customers.
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• Shall attend the Daily Marketing Brief.
• Shall be responsible for the physical delivery of the vehicles during the peak
hours.
Manager (Systems)
• Shall be responsible for the smooth operations of the network and shall maintain
a supervision security for it.
• Shall be responsible for all the software modifications and additions.
• Shall approve all these modifications and additions.
• Shall have accessibility to source codes of the soft ware.
• Shall be responsible for all changes in the Master File.
• Shall compile statistical data on payments and enquiry once a month.
• Shall prepare Sales Invoice.
• Shall daily take print out of e-mail and give it to the concerned person.
• Shall prepare Interest Refund Cheques as per the Invoice Balance.
• Shall maintain the Sales Invoice Register.
a supervision security for it in the absence of the Assistant Manager Systems.
Sr. Executive Systems

• Shall have an overall control over the systems operations in the Control Room,
the Front Office and the SubStores.
• Shall in consultation with Manager Spares prepare the Order Draft?
a supervision security for it.
• Shall approve all these modifications and additions.
• Shall be responsible for all changes in the Master File.
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Executive Systems
• Shall be in charge in case the Sr.Executive Systems is absent.
• Shall maintain the Adjustment Book.
• Shall change price of spares in the Master File.
• Shall prepare the Discrepancy Report.
• Shall prepare VOR.
• Shall enter Inward Parts into the computer.
a supervision security for it in the absence of the Assistant Manager Systems.
Lobby Manager
• Greet Customers upon their arrival.
• Shall look after showroom décor and house keeping.
• Shall enter the Job Card and Gate Pass details.
• Shall raise invoices once the vehicle repair/servicing is completed after checking
the spare part details entered.
• Shall enter the Spare Part Code Number into the computer and give an issue
voucher when a Spare Part is issued to the Work Station against an Internal Part
Order.
• Shall enter the labour details and update the vehicle history.
• Shall raise the Counter Sale Invoice.
• Shall raise an Issue Voucher while giving a part from the Sub Store to Work
Shop.
• Shall prepare Warranty Reports.
• At the various Work Stations shall login only after entering their respective
passwords.
• Only the Software applicable to a particular Work Station shall be available to
that System operator for data entry.
Sr. General Manager (Works)
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• Shall be responsible for the overall activities of the work shop.
• Shall be responsible for the recruitment and training of the Work Shop
Personnel.
• Shall be responsible for the overall activities of Spare Parts.
• Shall be responsible Spare Parts Market planning and Sales Promotional
activities?
• Shall be responsible for the recruitment and training of the Work Shop
Personnel.
• Shall be responsible for implementing and maintaining the system for Statistical
Techniques.
• Shall be responsible for the identification and implementation of statistical
techniques.
• Shall be responsible for implementing corrective actions based on statistical
analysis.
• Shall be monitoring the overall Systems Operations in the Work Shop.
• Shall have an overall control over the Work Station operations in the Control
Room, the Front Office, the Work Shop and the Washing Bay.
• Shall in consultation of General Manager (Works) do the Man Power and
Training Planning.
• Shall handle customer complains.
• Shall do the load planning.
Service Advisor
• Shall attend to customer enquiries coming to the Front Office and shall conduct
road tests when required.
• Shall take inventory of vehicle.
• Shall deliver the cat to the customer.
• Shall co-ordinate between the workshop and the front office and follow-up on
the status of the vehicle.
• Shall enter labour rates on completion of job, on the job card.
• Shall subcontract the required vendors when need arises.
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• Shall answer customer enquiries on status of vehicle by consulting mechanic/
supervisor/ job control card.
Sr. Manager Shop floor

• Shall be responsible for the activities of workshop shop floor in his absence.
Manager Works
• Shall have an overall control over the work station operations in the control
room, the front office, the work shop and the washing bay.
• Shall in consultation of General Manager (works) do the man power and
training planning.
• Shall handle customer complaints.
• Shall do the load planning.
Telephone Operator
• Shall take appointment of vehicle for repairs/ servicing.
• Shall attend to all incoming calls from both internal and external customers.
• Shall record all the telephonic customer complaints inform the same to the
GM/DGM and the front office.
• Verifies Job Control Sheet to call respective Service Advisor/ Supervisor to attend
to the customer queries regarding repair work on his car left at workshop.
Warranty Coordinator
• Shall issue and account for the parts placed under warranty.
• Shall raise the warranty claim to MUL once in a fortnight.
• Shall interact with the local vendors for warranty replacements.
Supervisor
• Shall take inventory of vehicle.
• Shall conduct road tests as part of Final Inspection.
• Shall be responsible for Time Control of the mechanics.
• Shall follow-up the work in progress and shall carry out in-process inspection at
random.
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• Shall deliver the vehicle to the customer and shall attend to the customer
queries.
Mechanic
• Shall carry out the work as per the Job Order Card or the Checklist.
Service Mechanic
• Shall attend to all the Job Order Cards that require Special Service.
Final Inspection Supervisor

• Shall inspect all vehicles after the job is complete to verify the job done and
shall stamp ` Final Inspection Complete’ on the Job Order Card.
Executive Service Reception

• Shall open the Job Order Cards and the Quick Service Cards.
• Shall generate vehicle history.
Customer Care Manager

• Shall be responsible for daily Post Service Follow-up.
• Shall keep the Senior Manager (Works) inform about the Post Service Follow-
ups and Customer complaints.
• Shall be responsible for handling the customer complaints.
Supervisor (Washing and Cleaning)

• Shall ensure that Washing and Cleaning of vehicles are carried out by his team.
• Shall be responsible for the daily upkeep of the equipments in the Washing
Section.
• Shall ensure availability of all necessary cleaning materials.
House Keeping Cell (I/C)

• Shall monitor the functioning the functioning of office-boys and cleaning
personnel.
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• Shall ensure cleanliness of the workshop premises at all times.
Manager Spares
• Along with the Systems Manager and an assistant from the Spares Department
shall review and approve the indent sent to MUL.
• Shall approve the invoice pertaining to the purchase of proprietary spares from
approved suppliers forwarded to him by the Asst. Manager for payment clearance.
• Shall review, approve and send the Discrepancy Report prepared by the Counter
Sales Staff to MUL within 15 days from the date of receipt of the consignment
from MUL.
Assistant Manager
• Shall indent and procure necessary proprietary spares from authorized vendors.
• Shall allot the running inward serial No. (RC No.) To the invoice and shall make
entry into the RC Ledger.
• Shall acknowledge the consignment as per LR on the LR.
• Shall make arrangements to acquire parts from alternate but approved source in
case a requisition is raised from Sub-stores.
Counter Sales Man (Main Store)

• Shall collect the Lorry Receipt (LR), MUL Invoices, and Pick Tickets from the
truck driver and verify the documents.
• Shall unload the consignment from the trucks to the unloading bay.
• Shall verify the consignment against the Lorry Receipt and report to the
Assistant Manager if there is any discrepancy.
• Takes the Inward Inspection Checklist from the Executive (Systems) for inward
inspection.
• Shall prepare a Discrepancy Report (DR) in case any discrepancy is found
during inspection.
• Shall collect invoices from the suppliers, check quantity as per invoice and check
for damages when the consignment is delivered from the local suppliers.
• Check the bin locations as per the part no. and part names and shall bin the spare
parts.
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• Pick the parts from the bin and shall raise an invoice when sales are being made
to customer.
Counter Sales Man (Sub Store)

• Shall check the stock of the item in the Sub store and the Main store.
• In case the item is not available, the Counter Sales Man shall enter the same into
the Nil Stock Register
• In case the item is available the Counter Sales Man shall raise an Issue Voucher.
• Shall physically verify the items issued and collect the mechanic’s signature.
• Shall transfer and update stocks for use at sub stores received from Main Store.
Supervisor Oil Crib

• Shall indent the Oil Crib requirement with the Management Spares.
• Shall be responsible for the storage, issue and maintenance of lubricants and
consumable.
Sales Executive
• Shall collect the outstanding payments.
• Shall introduce new customers.
• Shall collect market feedback.
• Shall follow up with regular customer.
Driver
• Shall deliver spares to the customers.
• Shall book and collect outstation consignments.
• Shall collect local purchase items.
Delivery Man
• Shall physically verify and approve the parts invoiced by the Counter Sales Man
(Main Store).
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• Shall file the Invoices and the Purchase Order.
• Shall assist in consignment clearance.
Attender
• Shall keep the warehouse clean.
• Shall pack all the parts that are to be dispatched.
• Shall assist in other sundry works.
Stockyard Executive
• The Executive Stockyard shall ensure the proper unloading of the vehicles.
• The Executive Stockyard shall confirm that all the vehicles have been washed
and then carry out the visual inspection.
• The Executive Stockyard shall co-ordinate with Body Repair WorkShop in case
of transit damages.
• The Executive Stockyard shall procure the short supply spares from the sub-
store and give the same to the PDI section for fitment.
• The Executive Stockyard shall ensure the timely completion of PDI and
Despatch the vehicles to the showroom.
• On receipt of delivery challan from the showroom Stockyard Executive shall
ensure that the vehicles scheduled for despatch are washed.
Stockyard Assistant
• The Stockyard Assistant shall assist the Stockyard executive and in his absence
monitor the overall operations of the stockyard.
PDI Supervisor
• PDI Supervisor shall monitor the PDI operations.
• PDI Supervisor shall conduct a road test on all the vehicle on completion of
PDI.
• PDI Supervisor shall give the PDI details to the systems operator sub-stores to
generate the PDI report.
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Assistant Supervisor
• The Assistant Supervisor shall assist the PDI supervisor and in his absence shall
monitor the PDI operations.
Mechanic
• The mechanic shall carry out the PDI as per the checklist.
Systems Operator
• The systems operator shall feed the PDI details into the computer and shall
generate a report on the same.
Management Representative
• Purpose
To establish, implement and maintain Quality System effectively.
The Management has appointed General Manager as the Management

Representative and defined the responsibility and authority as under, in addition to
his own responsibility as General Manager.
• The Person
The Management Representative of Mandovi Motors, Mysore is General Manager.
• Responsibility and Authority

Shall ensure the Quality Management Systems are established, implemented and
maintained as per the procedure.
Shall report to the Top Management at regular intervals on the performance of

Quality System.
Shall be responsible for conducting the Management Review Meetings as per the
schedule and maintenance of records for the same.
Shall be responsible for planning, conducting and coordinating with the Audit team
for the Internal Quality Audits and follow-up audits of the entire Quality system.
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Shall be responsible to promote the customer requirements awareness, quality
policy and objective awareness throughout thse organization.
Shall liaison with the external agencies like Certification bodies.
Shall be responsible for the control of documents, data and quality records through
Internal Audit.
MANDOVI MOTORS HAS THE FOLLOWING SLOGAN FOR ITS HR

PRACTICES
“DESERVE BEFORE YOU DESIRE”
MONDOVI MOTORS – HR PRACTICES
Salary and Benefits

• Includes the following amenities
Basic Salary
DA
HRA
Conveyance
PF Family Pension (As per Statutory)
ESI (as applicable)
Company Car (as applicable)
Telephone (as applicable)
Casual Leave
Earned Leave
Sick Leave
Bonus
Leave Encashment
Paid Outing
Performance incentives
Group Insurance for Field Staff
Transport Facility
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Job Security
• Necessary confidence, Training and Support is provided to every employee to
take the
• Best out of out of him and feel him competitive and secured.
Office Life
• Motivational outings, get-together and counseling are periodically organized
inorder to enhance interpersonal relationship.
Working condition
• Work place layout as per MUL CI with all amenities
• Working hours (8 hours) and extra allowance for more than 8 hours
• Equipments, Tools, Security, Environment and safety as per policy and the law
are undertaken.
Company Policy
• Rules and regulations, discipline like attendance, uniforms inter personal
relationship, is communicated through appointment letter and circulars
(periodically)
Status
• Well defined designations for each employee, photo visiting cards, authority
suitable for designation is given
Supervision and autonomy

• Responsibilities and Activities are well defined as each employee knows what
has to be done, when it will be supervised complete support and independence is
given to employee for execution of job.
Recognition and Advancement

• Top management, always acknowledge and appreciates performers in open
meeting, by main, by circular, by promotion, by special incentives, periodically.
27
SATISFYING BASIC NEEDS AND ENSURING MOTIVATION ARE
IMPORTANT IN HR PRACTICES
BASIC NEEDES
FACTORS DEFINITION
Salary and Benefits These include basic income, fringe
benefits, bonuses, holidays, company
car etc
Working condition These includes working hours, work
place layout, facilities and equipment,
provided for job
Company policy This is rules and regulations-formal
and informal – that govern employers
and employees.
Status A person’s status is determined by
their rank, authority and relationship to
others, reflecting a level of acceptance.
Job Security This is the degree of confidence that
the employee has regarding
employment.
Supervision autonomy This factor concerns the extent of
control that an individual has over the
content and execution of job.
Office Life This is the level and type of
interpersonal relations within the
individuals working environment.
Personal Life An individuals personal life is the time
spent on family, friends and interests-
restricted by times and spent at work.
MOTIVATORS
MOTIVATORS WHY THEY WORK
Achievement Achieving objective is a great source
28
of satisfaction which motivates self.
Recognition The achievement acknowledged by
senior staff members/ management
will be viewed as reward in itself.
Job interest The job that provides positive,
satisfying pleasure to individuals i.e.
responsibilities should be matched to
individual’s interest.
Responsibility The opportunity to exercise authority
and power which demands leadership
skills, risk taking, decision making
and self direction all of these rise self
esteem
Advancement Promotion, progress and rising
rewards for achievement are
important. This is the main motivator
should be honest about promotion and
the likely time scale.
Mandovi Motors Pvt ltd.
Has listed the following as demotivated signs
• Depressed appearance and body language

• Lack of enthusiasm at work
• Monotonous tone of voice without life
• High level of absenteeism
• Casual attitude to customers
• Non-cooperation to colleagues
• Spreading unwanted rumours
• Spoiling company image
• Letting out company secrets
29
The following criteria are used for understanding motivation in
persons
• They freely volunteer effort and ideas as well as other contributions.

• They always react well to requests and new ideas
• They work to achieve, not “to rule”
• They seem to be happy at work
• They always respond frankly to question
Managing Under performance

Under performance are the most common phenomena in organisations. Most
organisations react to under performance in ways that only worsen the problem.
They blame the people for not being able to deliver without bothering to find the
reasons behind the fall performance. There may be several reasons for employee
under performance. Most of them have to do with lack of motivation from the side
of the organizations or due to employee’s own personal reasons.
Organizational reasons for lack of motivation: Reasons for under performance can
be due to appreciation for efforts put in by the employees. It is mostly a result of
faulty appraisal system that measures the output rather than the effort. Also a
rumor creates a sense of uncertainty and fear. An interesting job can be
demotivating mostly because of faulty job design or a mismatch between the skills
and the job requirements. The other two reasons can be because of no help from
superiors and peers, largely because of an opaque culture and organizational
politics that is a result of a culture.
Employee under performance is a chronic handicap that cripples many

organizations. Many human Resource consultants and researchers have diagnosed
under performance. The reasons for under performance are mainly personal
problems, burnout, lack of competency, fear of failure in trying something new,
quality of life choice, lack of desire to contribute ore energy or time to the
business, externally driven reasons such as the loss of a client recently or economic
30
downturn, failure to keep up in their field, struggling because of poor time
management inefficiencies and lastly lack of knowledge about what they should be
doing to succeed.
The leaders have to exercise extreme caution while dealing with an

underperforming employee. They should steer clear of biases such as the halo-
harn effect. Hence the leaders have to keep in mind that way one judges under
performance depends a whole lot on how one measure performance and what
variable one uses in the organisation
From the collection of Mr. Balakrishna B.V Sr
GM-Operation.
MANDOVI MOTORS PVT. LTS

PERSONAL GROWTH OPPORTUNITIES
SALES SERVICE SPARES
GM (Sales) GM (Works) GM (Spares)
AGM (Sales) AGM (Works) AGM (Spares)
DGM (Sales) DGM (Works) DGM (Spares)
Sr. Mgr (Sales) Sr. Mgr (Service) Sr. Mgr (Spares)
Mgr (Service) (Works
Mgr (Sales) Mgr (Spares)
Mgr)
Asst. Mgr (Sales) Asst. Mgr (Service) Asst. Mgr (Spares)
Team Leader Service Adviser Sr. Exe (Spares)
Sr. Exe (Sales) Supervisor Exe (Spares)
Exe (Sales)
DESIGN OF THE STUDY
STATEMENT OF THE PROBLEM:
The rotation of man power at Mandovi Motors is too high. The company is
investing money on training the man power and there is loss of productivity and
cost incurred if trained man power leaves the organization (with reference to sales
executives at Mandovi Motors).
OBJECTIVES OF THE STUDY:

 To understand HR practices at Mandovi Motors.
 To access the employee satisfaction at Mandovi Motors.
31
 To understand employee perception & satisfaction level with regard to HR
systems.
 To understand management perception of HR system being practiced.
RESEARCH METHODOLOGY
Based on the understanding of HR system at Mandovi, questionnaire designed to

understand employee satisfaction by one to one talk and collect the information as
accurately as possible.
RESEARCH DESIGN
Sources of Data Collection
Primary data : Interaction with Chief General Manager Operations, HR

Department and understand the facts and data with regard to man power
competency training in-house, motivational methods and best practices. Interaction
with employee by way of structured questionnaire and other perception with regard
to Mandovi in the market.
32
Secondary data:
The secondary data was collected by the following sources

Journals – Mandovi happening
Website – www.mandovimotors.net
Mandovi’s Annual Report
SAMPLING PLAN
Random sampling is applied and Sample Size is 75.
LIMITATIONS OF THE STUDY
• The perception of the employees may change over a period of time.

• The data and information obtained are assumed to be objective and
accurate.
• Study could not cover the perception of all the employees.
• The study is restricted to Mandovi Motors Pvt Ltd., J P Nagar Branch.
33
DATA ANALYSIS & INTERPRETATION
1. Table showing employees working in this company.
Sl. No of Percentage
No Particulars Respondents %
1 < 1 year 2 8
2 2-5 years 11 44
3 5-10 years 8 32
4 < 10 years 4 16
Interpretation:
From the above table it is found that 11 respondents constituting 44% of the total
like 2-5 years employee working in this company, followed by 8 respondents
constituting 32% of the total like 5-10 years working in this company.
34
2. Table showing employee satisfaction with their current job.
1 strongly satisfied 5 20
2 Satisfied 19 76
3 less satisfied - -
4 not satisfied 1 4
.
4 not satisfied
4.5
4
3.5
3
2.5
2 4 not satisfied
1.5
1
0.5
0
- -
19 76
5 20
No of respondents %
Interpretation:
like satisfied with their current job, followed by 5 respondents constituting 20% of
the total like strongly satisfied
35
3. Table showing satisfaction of employees regarding personal
accomplishment.
No of Percentage
Sl. No Particulars Respondents %
1 very good 10 40
2 good 14 56
3 average 1 4
4 poor 0 0
80
70
60
50
%
40
No of respondents
30
20
10
0
very good average poor
good
1 2 3 4
Interpretation:
From the above table it is found that 14 respondents constituting 56% of the
total like good satisfaction of employees regarding personal accomplishment,
followed by 10 respondents constituting 40% of the total like very good.
36
4. Table showing that the employees are satisfied with the recognition receive
from the company for their contributions.
2 Satisfied 18 72
3 less satisfied 1 4
4 not satisfied 0 0
100
90
80
70
60
%
50
40 No of respondents
30
20
10
0
satisfied
satisfied
satisfied
satisfied
strongly
less
not
1 2 3 4
Interpretation:
like satisfied with the recognition receive from the company, followed by 6
respondents constituting 24% of the total like strongly satisfied
37
5. Table showing that the employees are satisfied with the compensation plans
based on their job responsibilities.
2 Satisfied 20 80
4 not satisfied 0 0
120
100
80
%
60
No of respondents
40
20
0
satisfied
satisfied
satisfied
satisfied
strongly
less
not
1 2 3 4
Interpretation:
From the above table it is found that 20 respondents constituting 80% of the
employees are satisfied with the compensation plans, followed by 4 respondents
constituting 16% are strongly satisfied.
6. Table showing that the employees are satisfied with their competency to
handle their roles & responsibilities in the organization.
38
No of Percentage
1 strongly matches 7 28
sometime
2 matches 8 32
3 Matches 10 40
4 not matches 0 0
60
50
40
%
30
No of respondents
20
10
0
sometime
matches
matches
matches
strongly
matches
not
1 2 3 4
Interpretation:
like matches with their competency handled their roles in the organization,
followed by 8 respondents constituting 32% of the total like sometime matches.
7. Table showing that the employees are satisfied with the management
empowering for utilizing their abilities & skills.
No of Percentage
strongly
1 satisfied 6 24
2 Satisfied 17 68
39
4 dissatisfied 1 4
90
80
70
60
50 %
30
20
10
0
satisfied
dissatisfied
satisfied
satisfied
strongly
less
1 2 3 4
Interpretation:
like satisfied with the management empowering the skills, followed by 6
respondents constituting 24% of the total like strongly satisfied.
40
8. Table showing that the employees are satisfied with the workload v/s time
ratio pertaining to their responsibilities.
2 Satisfied 19 76
4 dissatisfied 1 4
100
90
80
70
60 %
50
30
20
10
0
satisfied
satisfied
satisfied
dissatisfied
strongly
less
1 2 3 4
Interpretation:
like satisfied with the work over time ratio, followed by 3 respondents constituting
12% of the total like strongly satisfied.
41
9. Table showing that the employees are satisfied with the company
ambience/work environment.
1 highly satisfied 8 32
2 Satisfied 16 64
4 dissatisfied 0 0
90
80
70
60
50 %
30
20
10
0
satisfied
dissatisfied
satisfied
satisfied
highly
less
1 2 3 4
Interpretation:
like satisfied with the company work environment, followed by 8 respondents
constituting 32% of the total like highly satisfied.
42
10. Table showing that the employees are satisfied with their overall job
security.
1 highly satisfied 9 36
2 Satisfied 15 60
4 dissatisfied 0 0
80
70
60
50
%
40
No of respondents
30
20
10
0
satisfied
dissatisfied
satisfied
satisfied
highly
less
1 2 3 4
Interpretation:
like satisfied with their overall job security, followed by 9 respondents constituting
36% of the total like highly satisfied.
43
11. Table showing that the employees are satisfied with the company’s
in-house training they needed to carryout your responsibilities efficiently &
effectively.
1 strongly agree 7 28
2 Agree 17 68
3 Disagree 1 4
4 strongly disagree 0 0
90
80
70
60
50 %
30
20
10
0
agree
disagree
disagree
strongly
strongly
agree
1 2 3 4
Interpretation:
like agree with the company in-house training, followed by 7 respondents
constituting 28% of the total like strongly agree.
44
12. Table showing that the employees are satisfied with the company’s
personality development / grooming training.
2 Satisfied 16 64
4 not satisfied 0 0
90
80
70
60
50 %
30
20
10
0
satisfied
satisfied
satisfied
satisfied
strongly
less
not
1 2 3 4
Interpretation:
like satisfied with the company’s personality development, followed by 8
respondents constituting 32% of the total like strongly satisfied.
45
13. Table showing that the employees are satisfied with the induction
training in the company.
2 Satisfied 17 68
4 dissatisfied 0 0
90
80
70
60
50 %
30
20
10
0
satisfied
dissatisfied
satisfied
satisfied
strongly
less
1 2 3 4
Interpretation:
like satisfied with the induction training, followed by 6 respondents constituting
24% of the total like strongly satisfied.
46
14. Table showing that the employees are work in teams to solve problems
& get the job done.
1 Yes 25 100
2 No 0 0
120
100
80
2 No
60
1 Yes
40
20
0
No of respondents %
Interpretation:
From the above table it is found that total no. of respondents constituting 100% of
the total like satisfied with the problem solving with the team work.
47
15. Table showing that the employees are involved in decision making that
affects positively for your job.
No of Percentage
1 Yes 18 72
2 No 7 28
120
100
80
2 No
60
1 Yes
40
20
0
No of respondents %
Interpretation:
like satisfied with the decision making, followed by 7 respondents constituting
28% of the total like not satisfied.
16. Table showing that the employees are technical/product training provided
in the company.
48
Sl. Particulars No of Percentage
No Respondents %
1 Excellent 5 20
2 Very good 8 32
3 Good 12 48
4 Poor 0 0
Interpretation:
like good that are technical training provided in the company, followed by 8
respondents constituting 32% of the total like very good.
49
17. Table showing that the management flexible & understands the
importance of balancing your works and personal life (QWL).
1 Excellent 4 16
2 Very good 9 36
3 Good 10 40
4 Poor 2 8
Interpretation:
like good with the flexible management, followed by 9 respondents constituting
36% of the total like very good.
50
18. Table showing that the employees are encouraged to develop new &
more efficient ways to do your work.
1 Yes 25 100
2 No 00 00
Interpretation:
From the above table it is found that overall respondents constituting 100% of the
total likes satisfied with the new development to do work.
19. Table showing that the employees are treated with respect by the
management & the people you work with.
51
1 Yes 24 96
2 No 1 4
Interpretation:
like treated with respect by the management, followed by only 1 respondent
constituting 4% of the total like not.
52
20. Table showing that the employees are satisfied with the HR policies of the
company.
Strongly
1 Satisfied 4 16
2 Satisfied 16 64
3 Less Satisfied 5 20
4 Dissatisfied 0 0
Interpertation:
From the above table it is found that 64% of the employees are satisfied with the
HR policies of the company, 16% are strongly satisfied & 20% are less satisfied.
21. Table showing that the employees are satisfied with the reasonableness of
their work responsibilities.
53
1 Yes 23 92
2 No 2 8
Interpretation:
reasonableness of their work responsibilities & 8% are less satisfied.
54
22. Table showing that the employees are satisfied with the welfare facilities
provided by the company.
1 Yes 23 92
2 No 2 8
Interpretation:
welfare facilities provided by the company & 8% are less satisfied.
55
23. Table showing that the employees are satisfied with the team spirit in
their work environment.
1 Excellent 7 28
2 Very good 9 36
3 Good 9 36
4 Poor 0 0
Interpretation:
From the above table it is found that 28% of the employees say excellent with the
team spirit in their work environment, 36% says yery good & remaining says good.
24. Table showing that the employees recommend others to work for this
company.
56
Sl. Particulars No of Percentage
No Respondents %
1 Yes 21 84
2 No 04 16
Interpretation:
From the above table it is found that 84% of the employees says yes to recommend
others to work for this company & 16% says no.
57
FINDINGS:
 Employees appear to be dissatisfied with the annual increase in the

compensation.
 Fewer employees are satisfied with the compensation plans based on their job
responsibilities.
 20% of the employees are strongly satisfied with their current jobs.
 There is a huge gap in perception between the top management and middle
management with regard to compensation.
 The employees are not clear that the current pay system has a positive effect on
their productivity.
 The employees are not clear that they can progress with the company’s system.
 The employees feel that there are no well defined promotion opportunities in
the company.
 Table 15 shows there are about 28% of the people shows that employee
participation have a negative impact.
 Table 20 shows about 20% of the employees are not/less satisfied with HR
policies of the company.
 Table 24 shows that about 84% of the people recommend others to join this
company.
58
SUGGESTIONS
 Promotion opportunities can be increased to motivate the employees
 Job analysis and job evaluation can be done to fix up the right compensation for
the right job.
 Annual increase in compensation can be taken care to satisfy the employees and
motivate them to perform better.
 The management can put more efforts in making the employees understand
their progress with the company’s system.
 It is suggested to implement innovative ideas in the reward system. Other than
cash incentives, hall of fame, paid trip to other country bonus, gifts and such other
ideas can be implemented,
 It is suggested that the management takes necessary steps to improve the feedback
system which will help the employees to know where they stand with regard to
their performance and what is expected from them in the future.
 Management has to encourage employee participation more & see that they take
it positively. Otherwise it tends to have a negative impact for the whole division,
department & the whole organisation.
 The company should make aware the HR policies to every emlpoyee & frequent
surveys lessen this dissatisfaction.
 The company should aim to get 100% satisfaction of their employees for making
others to join this organisation.
59
Bibilography:
Author Name Book Name Publications

k. Ashwatappa HR & Personal TATA Mc Graw- Hill
Management Publishing Co. Ltd
P. Subba Rao HRM Himalaya Publications
House
Journals – Mondovi Happenings

Web Site: www.mondovimotors.net
www.google.com
Annual Report:
Mandovi’ss Annual Report.
60

Sangeeth Maruthi Suzuki 2

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Chapter-1

In partial fulfillment of MBA program of Bangalore University, a study was

The study titled “EMPLOYEE SATISFACTION AT MANDOVI MOTORS”,

A survey was conducted with the help of a structured questionnaire. The

MANDOVI MOTORS PVT LTD has established a HR department recently. This

Indian Automobile Industry

Automobile Dealers Network in India

Major Manufacturers of Automobiles in India

Following are the major automobile manufacturing companies in India

The Key Factors behind This Upswing

This has also enabled Mandovi to become the

“To be the market leaders in the passenger car market in Karnataka”

''Mandovi pledges to make Quality a

The foundation of Mandovi is based on hard work, sincerity, integrity and

Mandovi is considered as one of the most professionally

It is guided by the high standards set by its founder

Showrooms and Workshops in Bangalore

Location: Wilson Garden

Location: Wheeler Road

With more of its Customers purchasing Cars by

About Maruti Finance

Value Added Services

In its effort to offer the best of services to the

About Maruti Insurance

Mandovi is providing Car Insurance, through Maruti Insurance: Maruti

Benefits of Maruti Insurance

Repairs at Authorized Dealer workshops across India: After an accident, the

Easy transfer of No claim bonus: No matter which Insurance Company the

Manager works Manager Manager

Quick Mechani Front office

Chief Executive Officer

Sr. General Manager (Sales)

Sr. Executive Systems

Sr. General Manager (Works)

Sr. Manager Shop floor

Final Inspection Supervisor

Executive Service Reception

Customer Care Manager

Supervisor (Washing and Cleaning)

House Keeping Cell (I/C)

Counter Sales Man (Main Store)

Counter Sales Man (Sub Store)

Supervisor Oil Crib

The Management has appointed General Manager as the Management

• Responsibility and Authority

Shall report to the Top Management at regular intervals on the performance of

Shall liaison with the external agencies like Certification bodies.

MANDOVI MOTORS HAS THE FOLLOWING SLOGAN FOR ITS HR

“DESERVE BEFORE YOU DESIRE”

MONDOVI MOTORS – HR PRACTICES

Salary and Benefits

Supervision and autonomy

Recognition and Advancement

Mandovi Motors Pvt ltd.

Has listed the following as demotivated signs

• Depressed appearance and body language

• They freely volunteer effort and ideas as well as other contributions.

Managing Under performance

Employee under performance is a chronic handicap that cripples many

The leaders have to exercise extreme caution while dealing with an

From the collection of Mr. Balakrishna B.V Sr

MANDOVI MOTORS PVT. LTS

STATEMENT OF THE PROBLEM: