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Vidyabharathi foundation
Institute of business management and research. hubli
A STUDY ON“Organization study.” In metro ford. Bellary.
A Report Submitted in Partial Fulfillment of
the Requirement for the Award of
MASTER’S DEGREE IN BUSINESS ADMINISTRATION2009-2010
SUBMITTED BYPearl sahana mitra
Exam no:-09P35f0575
Institute Guide: Company Guide:
Ms. shwetha Mr. vishwanath
Faculty (branch Manager.) (metro ford)
ibmr, MBA, hubli. Bellary.
1 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
DECLARATION
I hereby declare that this project report titled as. “ORGANISATIONAL STUDY”.
METRO FORD. BELLARY.
It has been prepared by me as part of my academics during the june 7th- july 10th
2010. For the partial fulfillment of degree of "Master of Business
Administration", under the guidance and supervision of Ms, shwetha Faculty of
INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH. HUBLI.
To the best of my knowledge and belief the matter presented in this report has not
been submitted earlier for the award of any degree to any university. This report
is prepared by me on my own efforts.
PEARL SAHANA MITRA.
ACKNOWLEDGEMENT
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This project is a great opportunity to express my heartily thanks to those people
who timely supported me a long way in the completion of project report.
First and foremost, I would like to express my sincere thanks to Mr. vishwanath.,
the Branch Manager METRO FORD For his kind guidance and valuable
suggestion for my project.
I acknowledge gratefully, the assistance and co-operation of the management and
employees of METRO FORD . BELLARY
At the same juncture I would like to thank our Director MS. SHWETHA for her
kind co-operation and valuable suggestions till the complete this project.
I also express my sincere thanks and dedicate my work to my Parents & Family
Members who have been always a moral support and strong pillars at all walks
of my life and at every stage with a cheer enthusiasm.
PEARL SAHANA
MITRA
CONTENTS
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C h a p t e r - I
E x e c u t i v e s t u d y
i n t r o d u c t i o n
O b j e c t i v e s
P u r p o s e o f s t u d y
S c o p e o f t h e s t u d y
L i m i t a t i o n s o f t h e s t u d y
C h a p t e r – I I
O v e r v i e w o f o r g a n i z a t i o n
H i s t o r y o f o r g a n i z a t i o n
P r o d u c t p r o f i l e
O r g a n i z a t i o n c h a r t
M a n p o w e r a n d d e p a r t m e n t
C h a p t e r – I I I
O b s e r v a t i o n
Q u e s t i o n n a i r e
B i b l i o g r a p h y
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5 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
EXECUTIVE SUMMARY
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The project report was carried on to know the influential factors to buy cars
at metro ford provided by the company will help to enhance the company’s
sales. To know the satisfaction level of existing consumers this will help to
maintain loyalty of the costumer. The project report entitled “organizational
study”. is undertaken in partial fulfillment of requirement of MBA
INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH. HUBLI.
It was an opportunity to learn the practical aspects of industries. This topic
is concerned to know their organizational behavior, the way it woks and the
marketing strategies it uses to attract the customers. Metro ford in Bellary
has good sales when compared to other car dealership.
DATA COLLECTION APPROACH
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Using both primary and secondary sources collected the information required the
sources are as follows:
Primary sources:
a) Questionnaire
b) Personal Interview
Secondary sources:
a) Company websites
b) Related information from Internet
c) Company reports
d) Text books
Objectives:-
To analyze various post sales service provided by metro ford.
To determine customer satisfaction level based on post sales service provided.
To understand the behavior of the staff with customers.
To suggest measures to improve customer satisfaction and improve quality
of service.
Purpose of study :-
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The main purpose of the study is to know the organizational study . and way it
works in and out of the organization.
Scope of the study:-
The study covers the users ford in Bellary city.
The study covers the customer owning metro ford in Bellary city.
Limitation of the study :-
1) Because of time constrain my study confines only to bellary & it is not possible to
make extensive study.
2) By busy working schedule of executives it is difficult to extract more
Information from them.
INTRODUCTION
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This is a brief history of Henry ford
Henry Ford (July 30, 1863 – April 7, 1947) was the American founder of
the Ford Motor Company and father of modern assembly lines used in
mass production. His introduction of the Model T automobile revolutionized
transportation and American industry. He was a prolific inventor and was
awarded 161 U.S. patents. As owner of the Ford Motor Company, he
became one of the richest and best-known people in the world. He is
credited with "Fordism", that is, the mass production of large numbers of
inexpensive automobiles using the assembly line, coupled with high wages
for his workers. Ford had a global vision, with consumerism as the key to
peace. Ford did not believe in accountants; he amassed one of the world's
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largest fortunes without ever having his company audited under his
administration. Henry Ford's intense commitment to lowering costs resulted
in many technical and business innovations, including a franchise system
that put a dealership in every city in North America, and in major cities on
six continents. Ford left most of his vast wealth to the Ford Foundation but
arranged for his family to control the company permanently.
Born
July 30, 1863
Greenfield Township, Dearborn,
Michigan, U.S.
Died
April 7, 1947 (aged 83)
Fair Lane, Dearborn, Michigan,
U.S.
Occupation Business, Engineering
Net worth
▲$188.1 billion, based on
information from Forbes –
February 2008.
Religion Protestant Episcopal
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Spouse(s) Clara Jane Bryant
Children Edsel Ford
Parents William Ford and Mary Ford
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OVERVIEW OF THE ORGANISATION
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Ford Motor Company
Henry Ford with Thomas Edison and Harvey Firestone. Ft. Myers, Florida,
February 11, 1929.
In response, Malcomson brought in another group of investors and convinced the
Dodge Brothers to accept a portion of the new company. Ford & Malcomson was
reincorporated as the Ford Motor Company on June 16, 1903, with $28,000
capital. The original investors included Ford and Malcomson, the Dodge brothers,
Malcomson's uncle John S. Gray, Horace Rackham, and James Couzens. In a
newly designed car, Ford gave an exhibition on the ice of Lake St. Clair, driving
1 mile (1.6 km) in 39.4 seconds, setting a new land speed record at 91.3 miles per
hour (147.0 km/h). Convinced by this success, the race driver Barney Oldfield,
who named this new Ford model "999" in honor of a racing locomotive of the day,
took the car around the country, making the Ford brand known throughout the
United States. Ford also was one of the early backers of the Indianapolis 500.
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HISTORY OF METRO FORD
Metro Ford opened its doors for the first time in July 1983. Since that time
our mission has not wavered: "We are in business to sell and service new
and used vehicles and provide an outstanding experience to our
customers."
We have been at the same location for 27 years and are now in the midst
of a rebirth. We recently inaugurated a brand new multi-million dollar
showroom designed to enhance that experience.
"Metro Ford has been a driving force in Miami's growth since 1983, and our
new facility will continue to provide a great sales and customer service
experience for years to come" said Lombardo Perez, Sr., President of
Metro Ford.
The 9,000 square-foot facility includes a state-of-the art computer and
communications system, new furniture, and new lighting throughout the
showroom, executive offices and newly landscaped grounds.
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In September 2009 Metro Ford acquired Miami Lincoln Mercury and moved
the entire operation, Sales, Service and Parts, to our location at 9000 NW
7th Avenue, Miami. The next step in the modernization of Metro Ford
Lincoln Mercury will be the Service and Parts Departments to
accommodate the huge influx of Lincoln Mercury customers. The project
should be completed by the Fall of 2010.
LABOUR PHILOSOPHY
Henry Ford was a pioneer of "welfare capitalism," designed to improve the
lot of his workers and especially to reduce the heavy turnover that had
many departments hiring 300 men per year to fill 100 slots. Efficiency
meant hiring and keeping the best workers.
Ford announced his $5-per-day program on January 5, 1914. The
revolutionary program called for a raise in minimum daily pay from $2.34 to
$5 for qualifying workers. It also set a new, reduced workweek, although
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the details vary in different accounts. Ford and Crowther in 1922 described
it as six 8-hour days, giving a 48-hour week, while in 1926 they described it
as five 8-hour days, giving a 40-hour week.(Apparently the program started
with Saturdays as workdays and sometime later it was changed to a day
off.) Ford says that with this voluntary change, labor turnover in his plants went
from huge to so small that he stopped bothering to measure it
Labor unions
Ford was adamantly against labor unions. He explained his views on
unions in Chapter 18 of My Life and Work. He thought they were too
heavily influenced by some leaders who, despite their ostensible good
motives, would end up doing more harm than good for workers. Most
wanted to restrict productivity as a means to foster employment, but Ford
saw this as self-defeating because, in his view, productivity was necessary
for any economic prosperity to exist.
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International business
Ford's philosophy was one of economic independence for the United
States. His River Rouge Plant became the world's largest industrial
complex, pursuing vertical integration to such an extent that it could
produce its own steel. Ford's goal was to produce a vehicle from scratch
without reliance on foreign trade. He believed in the global expansion of his
company. He believed that international trade and cooperation led to
international peace, and he used the assembly line process and production
of the Model T to demonstrate it.
He opened Ford assembly plants in Britain and Canada in 1911, and soon
became the biggest automotive producer in those countries. In 1912, Ford
cooperated with Agnelli of Fiat to launch the first Italian automotive
assembly plants.
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Honors
In December 1999, Ford was among 18 included in Gallup's List of
Widely Admired People of the 20th Century, from a poll conducted of the
American people.
In 1928, Ford was awarded the Franklin Institute's Elliott Cresson
Medal.
The United States Postal Service honored Ford with a Prominent
Americans series (1965–1978) 12¢ postage stamp
Company Profile
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Metro Ford, one of the leading Authorized Dealers of Ford India,
commenced operations in October 1996.
Metro Ford is a constituent of the V.S.T Group of Companies, having
varied businesses.
The V.S.T Group have been in Automobile business for over 60 years,
presently having multi brand franchises in the States of Karnataka and
Tamil Nadu.
Metro Ford have the following world class Sales Showrooms and state-of-
the art Service Workshops, in the interest and for the convenience of
Customers in Bangalore and North Karnataka.
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Company Flashback
Ford Motor Company, an American company, manufactures and sells automobiles
worldwide. The company was launched from a converted wagon factory with Rs.
28,000 cash from twelve invesors. Henry Ford, the founder, was 40 years old when
the company was founded. Today, it is the largest family-controlled company in
the world. It has been in continuous family control for over 100 years.
Ford introduced itself in India in 1988 with its Ford Escort model. Later in 2001 it
was replaced by locally produced Ford Ikon. Since then it has added Fusion,
Fiesta, Mondeo and Endeavour to its product line.
Ford introduced itself in India in 1988 with its Ford Escort model. Later in 2001 it
was replaced by locally produced Ford Ikon. Since then it has added Fusion,
Fiesta, Mondeo and Endeavour to its product lin.
Our Mission & Vision
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Mission
Metro Ford will strive to provide a pleasant buying experience to all our
prospective Customers, from the time he / she expresses the interest to
purchase a Ford Car till the Car of his / her choice is delivered in perfect
condition. To provide after-sales-service which is prompt, efficient,
convenient and reasonable to ensure Customer’s delight. To provide a
congenial working environment to all Employees along with fair
compensation and other welfare benefits.
Vision
Metro Ford will keep in pace with Growth Plan of Ford India in providing
the required Sales and Service Infrastructure for the convenience of
prospective Customers. To achieve the Customer Satisfaction and Market
Share objectives of Ford India in the Segment and in the Areas of
operation.
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Vision of Ford.
Our vision: become the main company of the world in products and services of the car.
Definition of the values of a company - examples.
Values : Define the group beliefs, and rules that control the management
of the company. It represents the institutional philosophy and the support to
the cultural organization.
The main objective of corporative values is to have a framework of
reference that inspire and control the life of our company.
Values of Ford
Our values: make well things to our people, our environment and our
society, but to our clients.
Finance Options
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Auto finance plays a very vital role in the car market. A majority of our
car sales are through finance. We have a very good business
understanding with all the financing institutions in Bangalore.
A few institutions which have tied up with us are:
ICICI
CitiBank
HDFC
Kotak
G-Mac
Orix Auto Finance
State Bank of India
Sundaram Finance
Axis (UTI)
Reliance
Lease Plan
ALD Automotive
These institutions work on varying interest rates. We will help you to set
the best probable deal from any of them. Listed below are a few
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documents which are crucial for finance approvals.
TERMS AND CONDITIONS
Individual (Self Employed)
o Address Proof.
o Signature verification.
o Latest 2 years IT returns with computation of Income.
o Bank Statement for past 6 months.
o Post dated cheques.
Individual (Salaried)
o Address Proof.
o Signature verification.
o Form 16 with latest Salary slip.
o Bank Statement for past 6 months.
o Post dated cheques.
Car loans from Ford Finance:
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1. Pre approved loans for ICICI Credit Card Holders.
Value Added Services
Waxoyl and 3M Car Treatment
Pickup and Drop
Insurance Renewal
Extended Warranty
Assistance for Insurance Claim
Valuation
Estimations
Finance Assistance
Exclusive Interactive Reception Facility
Internet Browsing for Customers (Limited)
Coffee Shop
Customer feedback call
2 Free services
Fiat S.p.A.
Renault S.A.
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COMPETITIORS
General Motors Company
Daimler AG
Toyota Motor Corp.
Ford Motor Co.
Volkswagen AG
Honda Motor Co., Ltd.
Fiat S.p.A.
Renault S.A.
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PRODUCT PROFILE
FORD FIESTA – THE BEST CHOICE
FORD FIESTA
LUXURY:- THE SHINE WITHIN Luxurious leather interiors
Metallic insets on trim
Mahogany wood- finished centre console
2 DIN MP3
SUPERLATIVE SAFETY
Anti- lock braking system (ABS) with EBD
Driver and front passenger airbags
Central locking and PATS (passive anti- theft system)
Programmable keyless entry & auto re- locking
STYLING :-THE WOW FACTOR
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Kinetic design
Hyper silver alloys
Twin barrel crystal headlamps
Two tone color co-ordinate interiors
EXTERIOR COLOURS AVAILABLE
diamond white
moon dust silver
sea grey
paprika red
panther black
morello
chill metallic
FORD FIESTA RANGE AVAILABLE:-
1.6 DURATEC petrol EXI, ZXI, SXI and S
1.4 DURATORQ diesel (TDCi) EXI, ZXI, and SXI
FORD IKON
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SENSIBLE BHI. CRAZY BHI
FORD IKON FEATURES
EXTERIOR
Kinetic design
All new stylish clear headlamps
Sporty front bumper with fog lamps bezels
All new clear type tail lamps
Stylish 7 – spoke wheel covers
Internally adjustable outside mirrors
INTERIORS
Plush two-tone beige environment
New seat fabric
LCD display odometer
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Tachometer
Coin holder on floor console
Front 12 v power outlet
Boot lamp
Chrome insert on gear knob and packing brake button
Vanity mirror on passenger sun visor
SAFETY AND SECURITY
Collapsible steering coloumn
Front seat belt load limiters
Anti submarine seats
Child safety rear door locks
Front fog lamps
Day/ night rear view mirror
Central locking system
COMFORT AND CONVENIENCE
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Air conditioning with heater
Power steering
Front & rear power windows
400 litres luggage compartment
Electric boot release
EXTERIOR COLOURS AVAILBLE
Diamond white
Morello
Sea grey
Paprika red
Moon dust silver
Panther black
Chill metallic
FORD FIGO
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SMART & SMARTER
FEATURES
EXTERIOR APPEARANCE
Body colored front & rear bumpers
Left hand side outside mirrors
Full wheel covers
Body colored outside mirrors
Body colored outside door handles
Chrome finisher on radiator grille
Chrome finisher on tailgate appliqué
COMFORT AND CONVENINENCE
Air conditioning with heater
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Power steering
Remote fuel filler opening
Anti- drip wiping
Front power windows
Remote boot open
Driver seat height adjust
Electrically adjustable outside mirrors
6 speed variable intermittent front wipers
FEATURES
INTERIORS
Vibrant coral ip
Day/ night inside rear view mirror
Cup holders in front central console
Foldable grab handles with coat hooks
Removable parcel tray
INFOTAINMENT AND CONNECTIVITY
wiring to antenna base
MP3 player with radio (AM/FM) + 4 speakers
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Bluetooth phone interface
Full phone book access
Sms notification
Auto streaming
EXTERIOR COLORS AVAILABLE:-
Diamond white
Moon dust silver
Chill
Panther black
Sea grey
Squeeze
Colorado red
FORD ENDEAVOUR
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TAKE THE LEAD
MUSCLE CLAD IN CONTEMPORARY NEW SKIN
The new ford Endeavour is built to lead. A perfect combination of power,
style, comfort and safety, the exciting new ford Endeavour can take on
anything the road throws at it. Under the bold new hood, behind the
imposing new headlights, beneath the chrome highlights and sculpted
tailgate and in the purposeful air intakes, lurks a beast that was born to be
ahead.
POWER AT ITS PEAK
The all new ford Endeavour owes its power to the best in- class 3 – litre
duratorq TDCi engine, delivering 380 NM of earth biting torque and 156 PS
of raw power to give you the true 4*4 experience. You also have the option
of a 2.5 litre duratorq TDCi engine that delivers 143 PS of power and 330
NM torque, adding quickness and agility to ultimate driving.
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MORE SPACE FOR MORE ACTION
The space inside the ford Endeavour is in sharp contrast with the harsh
terrain on the outside. With innovative stowage spaces. All new- plush
camel interiors and refreshed instrument panel, your ride will be as
comfortable as it can be.
Colors available
Sea grey
Morello
Moon dust silver
Diamond white
METRO FORD ORGANISATIONAL CHART
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MANPOWER AND DEPARTMENT
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M .D. Tiruvengadaswam y
G.M .- sales prem chand shetty
G.M .- service G.S. prashanth
B.M . vishwanath. H.S
B.D.M .-
sales
sures
h.B
Sales consultants
1)Eshwa
r-bellary
2)dalveer singh
3) laxmikant
h redd
y- gulbarga
4) m anjunat
h-raichur
Receptionist/QCS-
EXECUTIV
E Guruprakash
Service/
Advisor
Irayya. T.
M ath
Spare
parts incharge balarama. n
Technician
1)bala
ganesh
2) vali
SR.. TECHNICIAN
Technician 1)ravi 2)Mohammed 3) umesh kumar
Painter
DCRC
Yasmeen
House keeping mahesh
A/C- EDP
Nagaraj.c.scashier Vijay kum ar.
joffice
boy gadhilingappa ravi
A.G.M - Finance K. Raghavendra
7 people work as sales executives
2 people for accounts section
7 people for service department
3 people for house keeping
In metro ford showroom it is a dealership of selling the ford cars. And
in dealership showrooms there is no need for human resource . so
we only have finance department and marketing department. There
are total number of 19 employees including the branch manager.
Selection of employees is done by the branch manager himself. He
tries to choose a fresh candidate because he can train them to his
standards and take work from them in a systematic manner.
Training to the employees is given for 1 week in Bangalore . training
is given to the suitability of the candidate. It can be given according
to the necessity of the candidate. If any new product is launched
then he needs to update his knowledge about the product.
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Metro ford in Bellary is a dealership showroom it is been in existence
from 5 years.
When compared to other car showrooms metro ford has maintained
its brand strategy. It is doing good to all types of income groups. May
be it is middle or upper middle class. They give the finance options
according to the compatibility of the customers. The record they have
done in Bellary is for 100 days they sold 100 cars. They have a
customer feedback call. They have the facility of calling the
customers and know their queries. They keep asking feedbacks
from customers.
FORD SERVICE OFFERINGS
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EXTENDED WARRANTY (EW) :- covers electrical and
mechanical failures beyond the standard warranty on
your ford
SCHEDULED SERVICE PLAN(SSP) :- Covers periodic
maintenance services as per the recommended service
schedule in the owners manual.
TOTAL MAINTENANCE PLAN(TMP) :- covers wear
and tear parts, periodic maintenance services and
electrical and mechanical failures.
PREFFERD INSURANCE(PI) :- for hassle- free
insurance coverage.
EXTENDED WARRANTY (EW)
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Protect your ford against mechanical and electrical defects beyond
the standard warranty. Choose from a range of plans that we have to
offer.
BENEFITS OF THE FORD EXTENDED WARRANTY
100% backed by ford
Replacement or repair of any defective electrical or mechanical
part
Service at any ford dealership across India
No out-of-pocket expenses for repairs under coverage
Transferrable upon sale of vehicle
Peace-of-mind motoring
SCHEDULED SERVICE PLAN (SSP)
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With a ford of SSP, you get the opportunity to pay up- front and get great
savings on scheduled service for up to 5 years.
BENEFITS OF THE SCHEDULED SERVICE PLAN
Savings of up to 10% on all paid service
Drive-in and drive-out cashless service with a one- time
payment.
Available at all ford dealerships across India
The cost of the scheduled service plan can be incorporated as
part of your EMI’S
Transferrable upon sale of vehicle
TOTAL MAINTENANCE PLAN (TMP)
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Comprehensive maintenance plan ( for up to 3 years / 1,20,000 km )
that ensures that nothing gets in the way of enjoying your ford – the
ultimate peace – of – mind offering.
COVERAGE
Mechanical and electrical repairs
Periodic maintenance services
Replacement of wear and tear parts
BENEFITS
Includes the cost of parts and labour
Protection from price inflation – maintenance prices locked at rates
at purchase.
Transferrable upon sale of vehicle.
Wide variety of plans suited to your usage needs
PREFERRED INSURANCE
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At ford, we have tied up with leading insurance providers to ensure that you
always get the best coverage and hassle free service. No matter where you
are in the country.
BENEFITS OF THE PREFERRED INSURANCE
Quick and easy insurance
Competitive rates and priority approvals
Offered at all ford dealerships in India
Near cashless service
Immediate renewals
QUICK SERVICE
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When it comes to service. No one knows your car better than the
expert technicians at your ford service centre. And knowing how
important your time is, we offer you with the one – of- a kind quick
service facility- a full service of your ford in 90 minutes.
In the 90 minutes, we ensure that your vehicle is quickly checked,
required services completed and your car cleaned and handed over.
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24* 7 ROADSIDE ASSISTANCE
When you’re out on the road, the last thing you would want is to be stuck
with a flat tyre, an empty gas tank or a dry battery. But worry no more as
the ford roadside assistance is just a phone call away, 24 hours a day, and
7 days a week.
BENEFITS OF ROADSIDE ASSISTANCE
Flat tyre replacement
Lost/ locked key assistance
Battery assistance
Towing assistance
Fuel delivery
Round-the-clock service
Taxi assistance
FORD GENUINE PARTS
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Never compromise on the quality and performance of your ford. To ensure
that you can always get the best out of your vehicle, visit an authorized ford
service centre, where our expert technicians use only certified genuine ford
parts.
BENEFITS OF GENUINE FORD PARTS
Retains the structural & functional integrity of your ford vehicle
Confidence and peace- of- mind about the performance of your
vehicle at all times.
Covered under a 6 month / 10,000 km warranty the global ford
standards
Guaranteed standards of fit and finish
Increases the value of your vehicle upon resale
SERVICE PLEDGE
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Ford service strives to give you the best service and care for your car
at all times and to show our commitment. We follow our service
pledge.
In case the promise are not kept , you can write a mail to the dealer
principal. Ask your dealership for the respective email address.
If the above promises are still not kept, you can escalate it to the
highest level by sending a mail to the MD of ford India at
FORD SERVICE
PROMISE THAT WE WILL……………..
Explain to you the required vehicle servicing, estimated cost and time before hand
Deliver the vehicle at the promised time
Ensure that the bill is within the estimate and explain the bill in detail
Respond to any query or concern within 24 hrs
MICHAEL BONEHAM, MD AND PRESIDENT
FORD INDIA PVT LIMITED
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Ford Partners
At Ford Motor Company, we forge partnerships to better connect with our
customers. Together with companies like these, we can offer a broad range
of innovative products and services.
51 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
QUESTIONNAIRE
Please tick ( ) mark for answer.
52 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
1. Do you own a ford car ?
(1)Yes (2) No
2. If yes which model?
3. How often you go for servicing?
4. Do you come for service with appointment?
(1)With appointment (2) without appointment
5. Are you aware of total no of free services offered by metro ford ?
(1) Yes (2) No
6. Do you know the various sub services provided during free services?
(1) Yes (2) No
7. How was the approach of the staff during services?
(1) Excellent (2) Good (3) Fair
(4) Bad (5) Very bad
8. Did they deliver your vehicle on time?
(1) Yes (2) No
9. During servicing of your vehicle all your complaints were addressed properly?
(1) Yes (2) No
10. Which factor you will consider most while giving your vehicle for service at metro ford ?
53 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
(1) Good service (2) Timely Delivery
(3) Staff Behavior
(4) Availability of spare parts (5) others
11. I am satisfied with the after sales service provided at metro ford ?
(1) Completely satisfied (2) satisfied
(3) Fair (4) Dis satisfied
(5) completely dis satisfied.
12. If you are not satisfied? Give reasons
13. The paid service at metro ford is?
(1) Cheap (2) Moderate (3) Costly
14. Do you want to prefer for future paid services at Metro ford?
(1) Yes (2) No
15. If No why? Give reasons
16. Any suggestions to improve quality of service at Metro ford?
BIBLIOGRAPHY
www.metroford.com
54 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI
www.metrofordindia.com
www.ford.com
www.google.com
www.india.ford.com
55 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI