Tata Motors (Sip)

8/9/2019 Tata Motors (Sip)

1/46

DEMAND GENERATION LEVERS FOR

SMALL COMMERCIAL VEHICLES- cargo

REPORT SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENT

FOR

FOR POST GRADUATE PROGRAMME IN MANAGEMENT

BY

RANJEETA KUMARI &ARCHI BARDHAN

UNDER THE GUIDANCE OF

INDUSTRY GUIDE COLLEG GUIDE

MR.DEEPAK K OKTE

PROF. SAMBIT BANIK

TERRITORY MANAGER EIILM,

KOLKATA

TATA MOTORS LTD JSR

EASTERN INSTIUTE FOR INTEGRATED LEARNING IN MANAGEMENT

6 WATERLOO STREET, KOLKATA

1


2/46

(MAY –JUNE)

Declarat!"

I hereby solemnly declare that the ro!ect t"tled demand #enerat"on and le$ers %or small

commerc"al $eh"cle &Tata ace ht' s(bm"tted by me "s a bona %"de )or* based on my o)n

(nderstand"n# and has not been co"ed %rom any (bl"shed so(rce or )ebs"te

Mr. Deepak k okte Ranjeeta k!ar"

Terr"tor# !ana$er Ar%&" 'ar(&an

Tata Motor) Lt(. *SR +G+M -/001

E""2!, Ko2kata


3/46

ACKNO#$ED%EMENT

I )o(ld l"*e to than* my ro!ect #("de+ Mr, Deea* o*te+ mana#er sales S-.+ Tata Motors+

(nder )hose $al(able #("dance and s(ort+ I ha$e been able to comlete s(mmer

"nternsh" ro!ect, /e has been a constant hel thro(#ho(t,

I )o(ld l"*e to than* M"th"la motors the $endor o% the small commerc"al $eh"cle+ to so(rce

me )"th the (se%(l data and Mr, A*shay and M"ss 0"ran )ho al)ays %o(nd o(t t"me to

ans)er my (nend"n# 1(er"es,

I )o(ld also l"*e to than* Pro%, Samb"t ban"*+ my mentor+ )ho constantly heled me "n

e$ery oss"ble )ay,

!


4/46

OBJECTIE

De!an( $enerat"on an( 2e3er) 4or )!a22 %o!!er%"a2

3e&"%2e TATA ACE

The ob!ect"$e o% the ro!ect "s to #enerate demand %or small commerc"al $eh"cle &sc$' Tata

A%e "n FM-2 sector as )ell as #enerate demand o% Tata E3 4 /T model to the c(stomer

already (s"n# Tata Ace, The research on the ro!ect heled me "n *no)"n# the %(nct"on o%

the m(lt" (t"l"ty $eh"cle as )ell as r"ce and resent comet"tor o% the $eh"cle, It also hels

me "n *no)"n# the strate#"es adoted by the comany to comete as )ell as d"%%erent sales

romot"on tact"cs to sale,

"


5/46

TATA MOTORS $TD.

“Tata motors is committed towards maximizing customer

satisfaction and strive to achieve the goal of excellence by

continual improvement by ongoing design and development of

sale of reliable, safe, cost eective, quality product and service

of international standard by using environment sustainable

technologies for improving levels of eciency and productivity

within it’s plants and ancillaries

' Mr. Rata" Tata car*a"

#


6/46

HISTORY OF TATA MOTORS

TATA MOTORS Ltd "s a art o% the TATA 2ROUP o% -oman"es, It )as %o(nd and named

as TEL-O &TATA EN2INEERIN2 AND LO-OMOTI.E -OMPAN5 LIMITED' and

establ"shed as a locomot"$e man(%act(r"n# (n"t "n the year 6789 and later on started

man(%act(r"n# commerc"al $eh"cle %rom the year 679: )"th %orm"n# a !o"nt $ent(re )"th

DAIMLER BEN; A2+ 2ermany *no)n as TATA EN2INEERIN2, Later on at be#"nn"n#

o% TATA SAFARI? "n 677 and s"nce then has ne$er loo*ed bac*, The la(nch o%

TATA A-E "n the year


7/46

In May+


8/46

co(ntry, In$estments "n ma*"n# a(to arts by a %ore"#n $eh"cle ma*er )"ll also be

cons"dered a art o% the m"n"m(m %ore"#n "n$estment made by "t "n an a(toma*"n#

s(bs"d"ary "n Ind"a, The mo$e "s a"med at hel"n# Ind"a emer#e as a h(b %or #lobal

man(%act(r"n# and so(rc"n# %or a(to arts, The ol"c"es adoted by 2o$ernment )"ll

"ncrease comet"t"on "n domest"c mar*et+ mot"$ate many %ore"#n commerc"al $eh"cleman(%act(res to set ( shos "n Ind"a+ )hom )"ll ma*e Ind"a as a rod(ct"on h(b and

eort to nearest mar*et, Th(s Tata Motors )"ll ha$e to %ace to(#h comet"t"on "n near

%(t(re+ )h"ch m"#ht a%%ect "ts #ro)th ne#at"$ely,

-(rrently+ the resence o% S((*" thro(#h "ts s(bs"d"ary+ Mar(t" S((*" "n the Ind"an

mar*et may also be alarm"n#, Mar(t" has a##ress"$ely la(nched %am"ly cars to (nderm"ne

the Tata models, Tata has cont"n(ed to be stron# "n the MU. and SU. sector d(e to lac*

o% comet"t"on and correct r"c"n#, /o)e$er+ Tata no) %aces st"%% comet"t"on %rom %ello)

comatr"ot Mah"ndra 2ro( as )ell as m(lt"nat"onal brand l"*e Toyota and -he$rolet, In

add"t"on+ the #ro)"n# resence o% %ello) Ind"an comet"tors+ Mah"ndra and Force Motors

not only "n the Ind"an b(t also "n the 2lobal mar*et may a%%ect TataGs sales, Mah"ndra and

Force ha$e %ormed !o"nt $ent(res )"th Rena(lt and MAN resect"$ely, Mah"ndra has also

%ormed a 96:7 C. called Mah"ndra Na$"star )"th ITE-+ USA &arent Na$"star

Internat"onal'+ to man(%act(re commerc"al $eh"cles and to bolster "ts os"t"on "n the -.

b(s"ness Asho* Leyland+ )h"ch "s the second lar#est commerc"al man(%act(rer "n Ind"a has

rema"ned TataGs b"##est comet"tor "n the Ind"an hea$y commerc"al $eh"cle mar*et and

)"th "ts ac1("s"t"on o% -ech Re(bl"cbased A$"a "t may mana#e to "ncrease "ts resence"n ne"#hbor"n# mar*ets s(ch as Sr" Lan*a+ Neal )here Tata Motors has a monooly, To

co(nter the #ro)th o% these $ar"o(s coman"es Tata has come ( )"th re$"sed or ne)

models l"*e Ind"ca ."sta+ Ind"#o ."sta+ 3enon+ Tata Horld Tr(c* and a a##ress"$e

mar*et"n# ol"cy,

&


9/46

The rod(ct LOB &l"ne o% b(s"ness' "s demonstrated belo)

/-. hea$y commerc"al $eh"cles

L-. l"#ht commerc"al $eh"clesL-. "ntermed"ate commerc"al $eh"cle

S-.- small commerc"al $eh"cles car#o

S-.P small commerc"al $eh"cles assen#er

'

TATA TATA

PVBUCVBU

BUSEHCV

LCV CARS

ICV

SCV-

SCV-


10/46

As sho)n abo$e Tata Motors "s man(%act(r"n# as t)o d"%%erent (n"ts

6, -.BU &commerc"al $eh"cle b(s"ness (n"t' The -.BU has lants located "n Camshed(r

P(ne

Pantna#ar

Dhar)aal

L(c*hno)

2(!arat &anand'


11/46


12/46


13/46

CUSTOMER ACUISITION SALES +ROCESS

Tata motors %ollo) a strate#"cally based c(stomer ac1("s"t"on sales rocess, D(r"n# th"s

ac1("s"t"on rocess c(stomer "s loo*ed %or)ard "n %ollo)"n# sta#es

-(stomer Ac1("s"t"on ProcessJSales Plann"n# Process

En1("ryJ-ontact Q(otat"on Ad$ance Payment .eh"cle Del"$ery

There are : stes "n )h"ch Tata Motors -.BU cate#or"e the"r c(stomers "n the short term

-= These are "nterested -(stomers,

-6 These are those c(stomers )ho ha$e rece"$ed Q(otat"onJ Per%orma In$o"ce,

-< The c(stomers )ho ha$e made do)n ayment %all "nto th"s cate#ory,

-8 -(stomers to )hom Del"$ery o% $eh"cle "s made a#a"nst DDJ -he1(eJ RO,

The -(stomer Ac1("s"t"on rocess establ"shes ho) -.BU trac*s -(stomers &"ncl(d"n#

c(stomers s(ch as ne)+ otent"al+ reeat+ comet"t"on+ lost c(stomers', Th"s hels -.BU

to trac* er%ormance a#a"nst the sales tar#et set on $"rt(ally on da"ly bas"s+ and hels Tata

1!

S)ag* I S)ag* II S)ag* III S)ag* IV

-= -6 -< -8+ro)pe%t C)to!er)Un"3er)e1


14/46

Motors to ach"e$e those tar#ets, Th(s -.BU (ses "n%ormat"on #athered "n L4L

aroaches both %or Short term and Lon# term "n order to reta"n c(stomer %oc(sed "n the"r

act"ons and to cont"n(o(sly sat"s%y the chan#"n# needs o% the c(stomers,

FINANCING A 7E8ICLE

In the rel"m"nary sta#es o% the ro!ect I )as to learn ho) to %"nance a $eh"cle+ )h"chseemed to be a necess"ty at the latter art o% the ro!ect, At Tata Motors -.BU >Mar*et"n#

and Sales D"$"s"on? e$ery "nd"$"d(al e$en the S(mmer Tra"nees are ta(#ht ho) to %"nance

a $eh"cle be%ore enter"n# the %"eld, Th"s "s "mortant beca(se the c(stomers o%ten as*

se$eral 1(est"ons on ho) to %"nance the $eh"cle and )h"ch scheme "s the most

1"


15/46

s("tableJro%"table to them at that o"nt o% t"me and "% anyone %a"ls to sat"s%y "ts c(stomer@s

1(est one "s l"*ely to s(%%er the loss o% a c(stomer )h"ch "s al)ays %atal to any "nd(stry and

comany,

Mr, Deea* 0 O*te &TSM+ S-.-' ta(#ht me ho) to %"nance a $eh"cle and )hat are the

doc(ments re1("red d(r"n# the roced(re, Tata Motors ro$"des %"nance to "ts c(stomers

thro(#h Tata Motors F"nance and Sr"ram %"nance, At the end o% the ro!ect I can comment

only on one %actor and that "s )h"le %"nanc"n# one sho(ld al)ays see t)o th"n#s

6' The "ntent"on


16/46

SMALL COMMERCIAL 7E8ICLES/ CARGO

Tata motors o%%er a )"de ran#e o% $eh"cles "n the small commerc"al $eh"cles car#o

se#ment, Last years sales o%


17/46

L-. TRU-0S


18/46

A MINI ELEPHANT

Small "s b"#

1&


19/46

TATA ACE C!*+ett!r,

1'


20/46

TATA ACE

E-MODE$ SPECIFICATION

Engine

Mo(e2 TATA =;: IDI NA 5S / II OR 5S >III

T#pe ?/Stroke, Natra22# A)p"rate(, In("re%t Inje%t"on,

D"e)e2 En$"ne

Capacity

Ma@. Otpt 06 8+ 9=-- rp!

D")p2a%e!ent ;-- %%

Spe%"a2 "te!) Cata2#t"% %on3erter on2# "n 5S III1

C2t%& S"n$2e p2ate (r# 4r"%t"on ("ap&ra$! t#pe

Gear 5o@ G5S 6:/:B :.=;

T#pe S#n%&ro!e)& : 4orar( Gear)1, )2"("n$ !e)& re3er)e $ear1

Steer"n$ Me%&an"%a2, %&an$ea'2e rat"o =-.: to =?.:1, 9- !! ("a

Brakes

T#pe Da2 %"r%"t (ra2"%a22# a%t"3ate(

Front 5rake) D")% 'rake

Rear 5rake) Dr! 'rake) =--!. D"a 9- !!1

(


21/46

+ark"n$ 5rake) Ca'2e operate( !e%&an"%a2 2"nka$e) a%t"n$ on rear &ee2)

Suspension

Front an( Rear / +ara'o2"% )pr"n$ ))pen)"on

S&o%k A')or'er / 8#(ra2"% (o'2e/a%t"n$ te2e)%op"% t#pe

Wheels and Tyres

T#re) / 0::R 09 LT +R Ra("a2

Dimension (ft)

Len$t& 0=.?6;006

W"(t& ?.=0=:?

8e"$&t 6.0-:6?9-?

W&ee2 'a)e 6.;69;

Front Tra%k ?.=;--=6

Rear Tra%k ?.969:0;-6

2oa("n$ (e%k 2en$t& ;.=0;?;;;2oa("n$ (e%k "(t& ?.=0=:?

8e"$&t o4 )"(e pane2) -.?=:0;

Loa("n$ &e"$&t 4ro! t&e $ron( =.=:;=0;:

M"n Trn"n$ C"r%2e D"a .6!

Fuel Tank 9- 2"ter)

Performance

Max. speed 70kmph

Max. Gradeability 21%

Weight

1


22/46

Ma@ G7W 0::-k$

Ker' We"$&t 0:k$

Seat"n$ %apa%"t# Dr"3er 0

TATA ACE HT MODE$ SPECIFICATION

E!"E

Mo(e2 TATA =;: IDI NA 5S/II or 5S/III

T#pe ?/Stroke, Natra22# A)p"rate(, In("re%t Inje%t"on,

D"e)e2 En$"ne

C#P#C"T$

Ma@. Otpt 06 8+ 9=-- rp!

[email protected] 9. !k$ =--- rp!

D")p2a%e!ent ;-- %%

Spe%"a2 Ite! Cata2#t"% %on3erter on2# "n 5S III1

C2t%& S"n$2e p2ate (r# 4r"%t"on ("ap&ra$! t#pe

Gear 5o@ G5S 6:.?B 6.90

T#pe S#n%&ro!e)& ? 4orar( Gear)1, )2"("n$ !e)&

Re3er)e $ear1

STEERING Me%&an"%a2, C&an$ea'2e rat"o =-.: to =?:1, 9- !! ("a

B%#&ES

T#pe Da2 %"r%"t (ra2"%a22# a%t"3ate(

Front 5rake D")% 'rake


23/46

Rear 5rake Dr! 'rake =-- !! ("a. 9- !!1

+ark"n$ 5rake Ca'2e operate( !e%&an"%a2 2"nka$e) a%t"n$ on rear

W&ee2)

S'SPES"

Front Rear +ara'o2"% )pr"n$ ))pen)"on

S&o%k A')or'er 8#(ra2"% (o'2e/a%t"n$ te2e)%op"% t#pe

WEE*S #D T$%ES

T#re) 0?: R0=LT +R Ra("a2 T'e t#re)

D"+ES" (FT)

Len$t& 0=.?6;006

W"(t& ?.=0=:?

8e"$&t 6.-:90?60

W&ee2 'a)e 6.;69;

Front Tra%k ?.=6:-06

Rear Tra%k ?.99-;-66

Loa("n$ (e%k 2en$t& ;.-=-;9 2oa("n$ (e%k "(t& ?.606-0-:

8e"$&t o4 )"(e pane2) -.?=:0;

Loa("n$ &e"$&t 4ro! t&e $ron( =.=0;?;;;

M"n Trn"n$ C"r%2e D"a .6!

Fe2 Tank 9- 2"ter)

PE%F%+#CE

Ma@. )pee( 6?k!p&

Ma@. Gra(ea'"2"t# ==J

WE"!T

!


24/46

Ma@ G7W 0::-k$

Ker' We"$&t 0:k$

Seat"n$ %apa%"t# Dr"3er 0

• E+TRA SPEED

• E+TRA MILEAGE

• E+TRA REVENUE

•

E+TRA SAVING

"


25/46

SMALL IS BIG

• /"#her %(el e%%"c"ency

• /"#h t(rn aro(nd

• O%%road caab"l"t"es• Log *a. ca/a0)2

#


26/46

$


27/46

RESERCH PROCEDURE

RESER-/ OBCE-TI.E

To #enerate demand,

To %"nd o(t c(stomer sat"s%act"on "nde,

To *no) c(stomer re%erences %or a small commerc"al

$eh"cle &S-.',

RESER-/ PRO-EDURE

DATA SOUR-ETh"s methodolo#y "ncl(de both+

• Pr"mary data collect"on

•Secondary data collect"on

Pr"mary data collect"on "ncl(ded s"mle 1(est"onna"re, Th"s 1(est"onna"re has both

closed end 1(est"ons as )ell as oened end 1(est"ons@, Pr"mary data )as collected "n both

)ays )h"le meet"n# eole ersonally and thro(#h telehon"c con$ersat"on, Personal

"nter$"e) )as ta*en to FM-2 d"str"b(tor and telehon"c con$ersat"on )"th the e"st"n#

c(stomer o% Tata Ace,

Secondary research $"a Internet+

%


28/46

RESEARC8 A++ROAC8 S(r$ey research aroach )as %ollo)ed,

CONTACT MET8OD/

+er)ona2 "nter3"e FM-2 d"str"b(tor )as "nter$"e)ed ersonally,

Te2ep&on"%-(stomer o% Tata ace )as s(r$eyed to *no) abo(t the"r sat"s%act"on "nde as

)ell as #enerate demand o% ne) model Tata Ace E3 4 /T

RESEARC8 INSTRUMENT A str(ct(red 1(est"onna"re )as (sed as research

"nstr(ment,

SAM+LING +LAN

In saml"n# lan+ dec"s"on abo(t samle (n"t+ samle s"e and samle roced(re "s ta*en,

• Samle (n"t FM-2 d"str"b(tor as )ell as e"st"n# c(stomer o%

Tata ace )as be"n# s(r$eyed,

• Samle s"e The samle s"e %or ersonal "nter$"e) 6<

Telehon"c s(r$ey 6=8

• Saml"n# roced(re C(d#ment saml"n#

&


29/46

DATA INTERPRETATION

'


30/46

QUESTIONHISE ANAL5SIS OF PERSONAL

INTER.IEH QUESTIONNAIRE

e)t"on 0

Use o)n $eh"cles or h"re

O3N VEHICLE HIRE(

"

$

&

1(

1

It )as %o(nd that 66 c(stomer &FM-2 d"str"b(tor'(se the"r o)n $eh"cle %or del"$er"n#

#oods to reta"ler@s ,Only 6 c(stomer h"re $eh"cle %or del"$er"n# #oods to reta"lers,

!(


31/46

e)t"on =

Which vehicles 3 wheelers or 4wheelers

! 3HEELER !4" 3HEELER

(

1

!

"

#

$

%

&

'

1(

7 c(stomer (se 8)heeler and rest 8 (se 8as )ell as :)heeler %or d"str"b(t"n# #oods to

reta"lers,

!1


32/46

UESTION 9

W&"%& %o!pan# 3e&"%2e)

BAJAJ PIGGIO TATAACE4BAJAJ MAHINDRA ALL FOUR

(

(5#

1

15#

5#

!

!5#

"

"5#

It )as %o(nd that :c(stomer (se Ba!a!+ 8 c(stomer (se P"a##"o+ < c(stomer (se both

Tata ace 4Ba!a! and only one c(stomer (se the ent"re : $eh"cle,

Fo22o"n$ are t&e rea)on 4or )"n$ 9 &ee2er) ? &ee2er).

8)heelers are (sed to del"$er #oods to local mar*et,

:)heelers are (sed to del"$er #oods to %ar d"st"nct laces,

!


33/46

UESTION 6

Aarene)) o4 Tata A%e

0--J CUSTOMER ARE AWARE OF TATA ACE

!!


34/46

UESTION 6

Intere)te( "n Tata A%e

INTERESTED NOT INTERESTED

(

1

!

"

#

$

%

&

It )as %o(nd that only 9 c(stomers are "nterested to (rchase Tata Ace and rest are not

"nterested to (rchase beca(se o% ar*"n# roblem, The most common %eedbac* "s that

they d"str"b(te #oods only "n Camshed(r and Tata Ace cannot #o "n all the area o% b"st((r

and sa*ch"+ beca(se Tata Ace re1("red more sace %or ar*"n# then 8 )heelers,

!"


35/46

UESTION/WISE ANALYSIS OF TELE+8ONIC

CON7ERSATION

UESTION 0

Sat")4a%t"on 2e3e2 o4 %)to!er

HIGHLY SATISFIED SATISFIED DISSATISFIED HIGHLY DISSATISFIED

(

1(

(

!(

"(

#(

$(

%(

It )as %o(nd that ma"m(m c(stomer "s h"#hly sat"s%"ed )"th the $eh"cle er%ormance ",e,

=c(stomer "s h"#hly sat"s%"ed


36/46

UESTION =

Rea)on) 'e&"n( ("))at")4a%t"on

ENGINE MILEAGE PICK UP SERVICING

(

"

$

&

1(

1

En$"ne 6= c(stomer says that they ha$e roblem "n en#"ne, They rely that en#"ne become

ecess hot as )ell as cran* sha%t brea* do)n eas"ly,

M"2ea$e : c(stomer rel"es that the m"lea#e o% the $eh"cle "s not #ood "t cons(me more

d"esels,

+"%kp c(stomer says that the $eh"cle doesn@t #"$e #ood "c*(, They rely that some

t"mes "t "s d"%%"c(lt to start the $eh"cle,

Ser3"%"n$ pro'2e! 9 c(stomers rely that they don@t )ant to (rchase th"s $eh"cle

beca(se o% ser$"c"n# roblem, They say that most o% the sare arts are not a$a"lable and

ta*e more t"me then re1("red e$en %or m"nor rocesses,

!$


37/46

UESTION ? A$ree to pr%&a)e

YES NO

(

1(

(

!(

"(

#(

$(

%(

&(

'(


38/46

FINDIN%S

In FM-2 sector 76 o% the s(r$eyed c(stomers (se the"r o)n $eh"cle %or del"$er"n#

#oods to reta"lers and 7 c(stomer h"re $eh"cle %or del"$er"n#

Only :< c(stomers "n FM-2 sectors are "nterested to (rchase and rest 9

c(stomers are not "nterested to (rchase beca(se o% ar*"n# roblem,

9 o% Pre$"o(s -(stomers are h"#hly sat"s%"ed


39/46

RECOMMENDATION

Tata Ace needs to "mro$e more on some techn"cal asects l"*e en#"ne+ m"lea#e+

tor1(e+ "c*(+ etc, More o$er+ the )heel o% the $eh"cle sho(ld be "ncreased to carry

hea$"er loads,

As most o% the sare arts o% the $eh"cle are (na$a"lable "n local areas+ Tata

Motors sho(ld ma*e s(re that all the sare arts are read"ly

a$a"lable "n the nearby a#enc"es to a$o"d any *"nd o% "ncon$en"ence to the

c(stomers,

!'


40/46

$EARNIN% AT TATA MOTORS

Learn"n# at Tata Motors ta(#ht me ho) ro%ess"onal or#an"at"on l"*e Tata Motors

)or*s, /o) a(tomob"le mar*ets )or*s+ ho) sales rocess ta*e lace+ ho) orderta*e lace ,Hh"le )or*"n# )"th Tata Motors I come to *no) abo(t the %ollo)"n#

o"nts,

Tata Motors heled me to *no) abo(t the sales rocess,

Tata Motors ta(#ht me ho) to coord"nate )"th $endors,

I learnt ho) to deal )"th the mar*ets demand o% $eh"cles,

Tata Motors ro$"ded me oort(n"ty to #o "n the mar*ets )"th the"r sales %orce %or

better learn"n# and (nderstand"n# o% the mar*ets,

"(


41/46

$IMITATIONS

Th"s research )as l"m"ted to FM-2 d"str"b(tor and to a art"c(lar area ",e, east

s"n#bh(m The telehon"c s(r$ey )as l"m"ted to the c(stomer o% Tata Ace and to a art"c(lar

area ",e, Dhanbad+ Ranch"+ /aar"ba#h There )as t"me constra"nt as th"s research )as to be comleted )"th "n a sec"%"ed

er"od o% t"me, D(r"n# ersonal "nter$"e) some o% the c(stomer )as not a$a"lable so the $"s"t )as

done


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CONC$USION

The most common %eedbac* %rom the c(stomer )as that the m"lea#e o% the $eh"cle

sho(ld be more,

Tor1(e as )ell as "c*( sho(ld be "mro$ed,

There )as some d"ssat"s%act"on )"th the ser$"ce centre amon# the c(stomers,

The #eneral $"e) o% the c(stomer re#ard"n# the ser$"ce centre )as that "t "s not ( to

the mar* and not comm"tted as )ell, Most o% the sare arts are not a$a"lable "n the ser$"ce centre,

On the other hand there are c(stomers )ho are $ery m(ch sat"s%"ed )"th the .eh"cles er%ormance

"


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REFERENCES

/el %rom $ar"o(s boo*s and )ebs"tes )ere ta*en to comlete th"s ro!ect s(ccess%(lly,

WE5SITES

))),#oo#le,com

))),tatamotors,com

5OOKS

Mar*et"n# mana#ement by 0otler and 0eller 68th ed"t"on,

-hater cond(ct"n# mar*et"n# research and %orecast

ANNE-URE

"!


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PERSONAL INTER.IEH QUESTIONNAIRE

6 Are yo( (s"n# o)n $eh"cle %or del"$er"n# #oods

5es No

< I% yes+ then )h"ch $eh"cle

a'


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-omany yo( )or* %or TELEP/ONI- SUR.E5

QUESTIONNAIRE

6 Are yo( sat"s%"ed )"th the $eh"cle er%ormance so %ar

a' /"#hly sat"s%"ed b' sat"s%"ed c' D"ssat"s%"ed d' /"#hly d"ssat"s%"ed

< I% no then+ #"$e reasons

8 Do yo( ha$e any %(t(re re1("rements

a1 5es b' No

? Hhat do yo( l"*e most "n o(r $eh"cle Please sec"%y

: -on%"rmat"on o% address

"#


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