servicequalityandconsumersatisfactionformarutiservicecenter-111002144001-phpapp02

8/13/2019 servicequalityandconsumersatisfactionformarutiservicecenter-111002144001-phpapp02

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AResearch Project Report

ON

SERVICE QUALITY AND CONSUMERSATISFACTION FOR MARUTI SERVICE

CENTER IN NOIDA

A report submitted to U! Te"#$i"%& U$i'ersit( )or t#e p%rti%&)u&)i&&me$t o) M*A De+ree

Submitted to, - Submitted b(, -!ro) A. SIN/0 .A!IL .UMARSIN/0DIRECTOR M*A- IVt# Sem/re%ter Noid% I$stitute o) Te"#$o&o+( Ro&& $o123456722628

/re%ter Noid% I$stitute o) Te"#$o&o+(79 .$o:&ed+e !%r;


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CERTIFICATE

T#is is to "erti)( t#%t t#e Rese%r"# Report e$tit&ed SERVICE QUALITY ANDCONSUMER SATISFACTION FOR MARUTI SERVICE CENTER IN

NOIDA *ei$+ submitted b( .A!IL .UMAR SIN/0 i$ )u&)i&&me$t o) t#ere=uireme$t o) U! TEC0NICAL UNIVERSITY is % re"ord o) %$ i$depe$de$t :or;do$e b( #is u$der m( +uid%$"e %$d super'isio$

Prof R!"#$%r A&!# Co"'r"# F!'*+,

F!'*+,r!+r No%#! I".+%++ of T'$"o*o/, NIT r!+rNo%#!

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DECLARATION

I .A!IL .UMAR SIN/0 do De"&%re t#%t t#e Rese%r"# Report e$tit&edSERVICE QUALITY AND CONSUMER SATISFACTION FOR

MARUTI SERVICE CENTER IN NOIDA*ei$+ submitted to t#e U!TEC0NICAL UNIVERSITY )or t#e p%rti%& )u&)i&&me$t o) t#ere=uireme$t )or t#e de+ree o) M%ster o) *usi$ess Admi$istr%tio$ is m(

o:$ e$de%'ors b%$d it #%s $ot bee$ submitted e%r&ier to %$( i$stitutio$ >u$i'ersit( )or %$( de+ree

P*!'1 -

D!+1 - (APIL UMAR

SIN3)

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ACKNOWLEDGEMENT

Duri$+ t#e e$tire "o'eri$+ o) rese%r"# pro?e"t :or; I #%'e re"ei'ed

e$d&ess #e&p )rom m( %&& te%"#ers :#o e$"our%+i$+ me )or de'e&opi$+ ide%s

%$d supporti$+ me i$ e%"# %$d e'er( step )or "omp&eti$+ t#e :#o&e pro?e"t

I %m +re%t&( t#%$;)u& to m( rese%r"# pro?e"t +uide A S$!r4! )or

%ssi+$i$+ %$ i$$o'%ti'e pro?e"t t#%t de'e&oped % )ee&i$+ o) )u&&( pr%"ti"%& :or;

I$ )%"t $o pro?e"t "ou&d be "omp&eted :it#out me%$i$+)u& su++estio$s

%$d +uid%$"e o) A S$!r4!:#o #e&ped me duri$+ m( t%s; %$d s#%red #is

pre"ious time :it# me

I +r%te)u& T#%$;s to m( respe"ted te%"#ers Mr R!"#$%r A&!#

I o:e m( #umb&e +r%titude to %&& t#ose tre%sures o) ;$o:&ed+e t#%t %re

e=u%&&( respo$sib&e )or t#e su""ess)u& "omp&etio$ o) t#is t%s;

(!5%* 4!r S%"/$)

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INDEX

I$trodu"tio$

Ob?e"ti'es o) t#e Stud(

Comp%$( !ro)i&e

o Mi&esto$es

o A:%rds

o ISO 224,6222 "erti)i"%te

M%ruti !rodu"ts

Rese%r"# Met#odo&o+(

M%r;et Rese%r"#

o Customer S%tis)%"tio$

o M%r;et Se+me$t%tio$

o !ositio$i$+

o Supp&iers

o Ad'ertisi$+ B Commu$i"%tio$

o V%&ues B Visio$

M!r+% A+$or% Sr%' N+or8

o

ider Are% Co'er%+e

o *etter ser'i"e =u%&it(

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Sur'e(

o SOT A$%&(sis

o SCM Str%te+ies

Re"omme$d%tio$

Limit%tio$ o) Stud(

Fi$di$+s B I$terpret%tio$

Summ%r( B Co$"&usio$

*ib&io+r%p#(

Questio$$%ire


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INTRODUCTION

I$di% is o$e o) t#e most import%$t emer+i$+ "%r e"o$omies i$ t#e :or&d

tod%( !remier Automobi&e Ltd 1!AL8 e%r$ed t#e disti$"tio$ o) m%$u)%"turi$+

t#e )irst "%r i$ t#e "ou$tr( 0i$dust%$ Motors 10M89 :#i"# st%rted %s %

m%$u)%"turer o) %uto "ompo$e$ts +r%du%ted to m%$u)%"ture "%rs i$ 4@

T#%$;s to t#e Li"e$"e Raj:#i"# restri"ted )orei+$ "ompetitors to e$ter t#e

I$di%$ "%r m%r;et9 I$di%$ ro%ds :ere ru&ed b( Amb%ss%dor C%r )rom 0i$dust%$

Motors %$d t#e Fi%t )rom !remier Auto Ltd )or m%$( o) t#e i$iti%& (e%rs

T#e "o$tro& imposed o$ "%r m%;ers re&%ted to produ"tio$ "%p%"it( %$d

distributio$ T#e /OI "o$tro& e'e$ ete$ded to )i%tio$ o) pri"es )or "%rs %$d

de%&er "ommissio$s T#e t#ree de"%des o) t#e p%sse$+er "%r i$dustr( i$ I$di%

up to t#e e%r&( 42s9 pro'ed to be t#e 9#!r8 !/.9)or t#e "o$sumer9 %s #is

"#oi"e t#rou+#out t#is period :%s &imited to t:o mode&s A4:!..!#or %$d

P!#4%"% It :%s o$&( i$ 449 %)ter t#e e$tr( o) M%ruti Ud(o+9 t#%t t#e "%rm%;ers :ere +i'e$ % )ree #%$d to )i t#e pri"es o) "%rs9 t#us9 e))e"ti'e&(

%bo&is#i$+ %&& "o$tro&s re&%ti$+ to t#e pri"i$+ o) t#e e$d produ"t

I$ t#e e%r&( 2Gs9 % series o) &iber%& po&i"( "#%$+es :ere %$$ou$"ed

m%r;i$+ %$ot#er tur$i$+ poi$t )or t#e %utomobi&e i$dustr( T#e 'er( )%"e o) t#e

i$dustr( :%s "#%$+ed )or e'er i$ 45 :it# t#e e$tr( o) pub&i" se"tor M%ruti

Ud(o+ i$ % ?oi$t 'e$ture :it# t#e SuHu;i Corpor%tio$ o) %p%$

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M%ruti Ud(o+ Ltd i$trodu"ed GM%ruti 22G i$ 45 pro'idi$+ % "omp&ete

)%"e &i)t to t#e I$di%$ "%r i$dustr( T#e "%r :%s &%u$"#ed %s % ;Po5*. '!r;

:it# % pri"e t%+ o) Rs @29222 T#is "#%$+ed t#e i$dustr(Gs pro)i&e dr%m%ti"%&&(

M%ruti 22 :%s :e&& %""epted b( midd&e i$"ome )%mi&ies i$ t#e "ou$tr( M%$("omp%$ies #%'e e$tered t#e "%r m%$u)%"turi$+ se"tor9 to t%p t#e midd&e %$d

premium e$d o) "%r i$dustr( T#e $e: e$tr%$ts %re D!oo (M!+%&) T!+!

(I"#%'!) !"# 3,"#!% (S!"+ro) i$ upper e$d o) e"o$om( "%r m%r;et M

For# P/o+ M%+.:%.$% 3o"#! !"# F%!+ #%s e$tered t#e mid-siHed "%r

se+me$t %$d Mer"edes-*e$H is i$ t#e premium e$d o) m%r;et

OBJECTIVE OF THE STUDY

To ;$o: t#e "urre$t %$d )uture st%$di$+ o) t#e M%ruti Ud(o+ Ltd

To ;$o: t#e 'isio$s %$d '%&ues o) t#e "omp%$(

To "%&"u&%te t#e m%r;et o) di))ere$t br%$ds o) M%ruti

To )i$d out t#e m%i$ )%"tor %))e"ti$+ t#e bu(i$+ be#%'ior or bu(i$+

de"isio$ o) t#e "o$sumers


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To ;$o: t#e e))e"ti'e$ess o) %d'ertiseme$t o) M%ruti "%rs i$ bu(i$+

de"isio$ o) t#e "ustomer

To ;$o: t#e positio$ %$d se+me$ts i$ :#i"# t#e :#o&e m%r;et is

di'ided To ;$o: t#e &e'e& o) "o$sumer s%tis)%"tio$ %$d t#e )%"tors %))e"ts it

To ;$o: t#e &e'e& o) ser'i"e =u%&it( )or m%ruti ser'i"e "e$ter

COMPANY PROFILE

M%ruti Ud(o+ Limited 1MUL8 :%s est%b&is#ed i$ Feb 44 t#rou+# %$

A"t o) !%r&i%me$t9 to meet t#e +ro:i$+ dem%$d o) % perso$%& mode o) tr%$sport

"%used b( t#e &%"; o) %$ e))i"ie$t pub&i" tr%$sport s(stem

SuHu;i Motor Comp%$( :%s "#ose$ )rom se'e$ prospe"ti'e p%rt$ers

:or&d:ide T#is :%s due $ot o$&( to t#eir u$disputed &e%ders#ip i$ sm%&& "%rs

but %&so to t#eir "ommitme$t to %"ti'e&( bri$+ to M%ruti Ud(o+ Limited

"o$tempor%r( te"#$o&o+( %$d %p%$ese m%$%+eme$t pr%"ti"es 1:#i"# #%d

"%t%pu&ted %p%$ o'er USA to t#e st%tus o) t#e top %uto m%$u)%"turi$+ "ou$tr(

i$ t#e :or&d8

A &i"e$se %$d % oi$t Ve$ture %+reeme$t :%s si+$ed bet:ee$

/o'er$me$t o) I$di% %$d SuHu;i Motor Comp%$( 1$o: SuHu;i Motor

Corpor%tio$ o) %p%$8 i$ O"t 46


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T#e ob?e"ti'es o) MUL t#e$ :ere,

Moder$iH%tio$ o) t#e I$di%$ Automobi&e I$dustr(

!rodu"tio$ o) )ue&-e))i"ie$t 'e#i"&es to "o$ser'e s"%r"e resour"es

!rodu"tio$ o) &%r+e $umber o) motor 'e#i"&es :#i"# :%s $e"ess%r( )or

e"o$omi" +ro:t#

SMC %$d MUL #%'e dr%:$ up %$ i$'estme$t p&%$ o) Rs 222 "rore i$

I$di% upto 6242

V%.%o"

"The Leade ! #he Id!a A$#%&%'!(e Id$)#*+ Cea#!, C$)#%&e

De(!,h# ad Shaeh%(de-) Wea(#h. A /!de %0 Id!a"

Cor V!*.

Customer Obsessio$

F%st9 F&eib&e %$d First Mo'er

I$$o'%tio$ %$d Cre%ti'it(

Net:or;i$+ %$d !%rt$ers#ip

Ope$$ess %$d Le%r$i$+

T'$"o*o/%'!* A#!"+!/

e #%'e i$trodu"ed t#e superior 4 J @ 0(perte"# e$+i$es %"ross t#e

e$tire M%ruti SuHu;i r%$+e T#is $e: te"#$o&o+( #%r$esses t#e po:er o) %

br%i$( 4-bit "omputer to % )ue&-e))i"ie$t @-'%&'e e$+i$e to "re%te optimum

e$+i$e de&i'er( T#is me%$s e'er( M%ruti SuHu;i o:$er +ets t#e ide%&

"ombi$%tio$ o) po:er %$d per)orm%$"e )rom #is "%r

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Our ot#er i$$o'%tio$ #%s bee$ t#e i$trodu"tio$ o) E&e"tro$i" !o:er

Steeri$+ 1E!S8 i$ se&e"t mode&s T#is resu&ts i$ better %$d +re%ter

m%$eu'er%bi&it( I$ ot#er :ords9 our "%rs #%'e be"ome e'e$ more p&e%sur%b&e

to dri'e

Pro#'+%o"


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329229222 'e#i"&es produ"ed b( Apri&9 6223

M%*.+o".

200> T#e )i)tiet# &%;# "%r ro&&s out i$ Apri&9 6223

/ro:t# i$ o'er%&& s%&es b( 43K200? Ne: 1$o$ A>C8 '%ri%$t o) A&to

A&to be"omes I$di%Gs $e: best se&&i$+ "%r

L!/ '%ri%$t o) GOm$i C%r+oG

Vers% 3-se%ter9 % $e: '%ri%$t

*%&e$o Li9 % $e: '%ri%$t

M%ruti "&osed t#e )i$%$"i%& (e%r 6225-2@ :it# %$ %$$u%& s%&e o)

@76466 u$its9 t#e #i+#est e'er si$"e t#e "omp%$( be+%$ oper%tio$s

62 (e%rs %+o 200@ Ne: SuHu;i /r%$d Vit%r% L-7

Redesi+$ed %$d %&&-$e: e$

Ne: up+r%ded %+o$R

E$ters i$to p%rt$ers#ip :it# St%te *%$; o) I$di%

!rodu"tio$ o) @ mi&&io$t# 'e#i"&e Listed o$ *SE %$d NSE %)ter

% pub&i" issue o'ersubs"ribed 42 times2002 %+o$R !ride

Esteem Diese& A&& ot#er '%ri%$ts up+r%ded

M%ruti I$sur%$"e T:o $e: subsidi%ries st%rted, M%ruti

I$sur%$"e Distributor Ser'i"es %$d M%ruti I$sur%$"e *ro;ersLimited

A&to Spi$ Li9 :it# e&e"tro$i" po:er steeri$+

Spe"i%& editio$ o) M%ruti 229 I$di%s )irst "o&our-"oordi$%ted

"%r

M%ruti True '%&ue i$ Mumb%i

M%ruti Fi$%$"e i$ Mumb%i :it# 42 )i$%$"e "omp%$ies

SuHu;i Motor Corpor%tio$ 1SMC8 i$"re%ses its st%;e i$ M%ruti

to 3@6 per"e$t

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200 e$ Li

M%ruti True V%&ue &%u$"#ed i$ *%$+%&ore %$d Dei

M%ruti Vers%9 I$di%s )irst &uur( M!V

A&to Spi$ Li9 :it# e&e"tro$i" po:er steeri$+ A&to Vi

Customer i$)orm%tio$ "e$ters &%u$"#ed i$ 0(der%b%d9

*%$+%&ore %$d C#e$$%i

L%u$"# o) 'ers% 2000 First "%r "omp%$( i$ I$di% to &%u$"# % C%&& Ce$ter

Ne: A&to

A&tur%9 % &uur( est%te "%r IDTR 1I$stitute o) Dri'i$+ Tr%i$i$+ %$d Rese%r"#8 &%u$"#ed

?oi$t&( :it# t#e Dei +o'er$me$t to promote s%)e dri'i$+ #%bits BBB M%ruti 22 E 1 7""9 #%t"#b%"; "%r8

e$ L 15""9 #%t"#b%"; "%r8

e$ Vi 15""9 #%t"#b%"; "%r :it# po:er steeri$+8

Om$i L 17""9 MUV9 #i+# roo)8

*%&e$o 1422""9 5 *o C%r8 %+o$ R

L%u$"# o) M%ruti - SuHu;i i$$o'%ti'e tr%))i" be%t i$ Dei %$d

C#e$$%i %s so"i%& i$iti%ti'esBB M%ruti &%u$"#es :ebsite %s p%rt o) CRM i$iti%ti'es

e$ D 14367 "" diese&9 #%t"#b%"; "%r8

e$ V B e$ V Autom%ti"

Ne: 1Om$i B Om$i E8 17""9 MUV8 L%u$"# o) :ebsite %s p%rt o) CRM i$iti%ti'es

BB7 4 Esteem 146""9 5 bo "%r8 L9 V %$d A

Ne: M%ruti 22 17""9#%t"#b%"; C%r8 St%$d%rd %$d De&ue

!rodu"ed t#e 6 mi&&io$t# 'e#i"&e si$"e t#e "omme$"eme$t o)

produ"tio$BB6 /(ps( 1E8 172""9 @D se%ter8

Om$i 1E8 17""9 MUV9 se%ter8

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/(ps( .i$+ 146""9 @D9 o)) ro%d 'e#i"&e8

e$ Autom%ti" 15""9 #%t"#b%"; "%r8

Esteem 45L 146 ""9 5 bo C%r8A

L%u$"# o) 6@-#our emer+e$"( o$-ro%d 'e#i"&e ser'i"e BB> Esteem 45L 146 ""9 5 bo "%r8V

it# t#e &%u$"# o) se"o$d p&%$t9 i$st%&&ed "%p%"it( re%"#ed

6229222 u$its

BB? Esteem45L 146""9 5 bo "%r8L

!rodu"ed t#e 4 mi&&io$t# 'e#i"&e si$"e t#e "omme$"eme$t o)

produ"tio$

BB@ e$15""9 #%t"#b%"; C%r89 :#i"# :%s &%ter eported i$ Europe

%$d e&se:#ere %s t#e A&toBB2 SMC i$"re%ses its st%;e i$ M%ruti to 32 per"e$tBB Re%"#es "umu&%ti'e i$di+e$is%tio$ o) 3 per"e$t )or %&& 'e#i"&es

produ"edBB0 M%ruti 49222172""9 5 bo89 I$di%s )irst "o$tempor%r( sed%$

B I$st%&&ed "%p%"it( i$"re%sed to 49229222 u$itsB7 Eported )irst &ot o) 322 "%rs to 0u$+%r(B6 M%ruti 22 1Ne: Mode&-7""9 #%t"#b%"; C%r8

!rodu"ed 49229222 'e#i"&es 1"umu&%ti'e produ"tio$8B> L%u$"# o) M%ruti /(ps( 172""9 @D o))-ro%d 'e#i"&e8B? Om$i9 % 7"" MUV

I$st%&&ed "%p%"it( re%"#ed @29222 u$itsB@ M%ruti 229 % 7 "" #%t"#b%";9 I$di%s )irst %))ord%b&e "%r

!rodu"tio$ :%s st%rted u$der VAB2 Li"e$se %$d V %+reeme$t si+$ed bet:ee$ M%ruti Ud(o+ Ltd

%$d SMC o) %p%$B M%ruti Ud(o+ Ltd :%s i$"orpor%ted u$der t#e pro'isio$s o) t#e

I$di%$ Comp%$ies A"t9 43

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A!r#.

200>

Number o$e i$ D !o:er SSI )or t#e se"o$d "o$se"uti'e (e%r

Number o$e i$ D !o:er CSI )or t#e sit# time i$ % ro: - t#e o$&( "%r

to :i$

it so m%$( times

M229 %+o$R %$d S:i)t topped t#eir se+me$ts i$ t#e TNS Tot%&

Customer S%tis)%"tio$ Stud( Le%ders#ip i$ t#e D !o:er I$iti%& Qu%&it( Stud( - A&to $umber o$e i$

its se+me$t )or t#e 6$d time i$ % ro:9 Esteem $umber o$e i$ its se+me$t

)or t#e 5rd (e%r i$ % ro:9 S:i)t $umber o$e i$ t#e premium "omp%"t

se+me$t

%+o$R %$d Esteem top t#eir se+me$ts i$ t#e D !o:er A!EAL stud(

TNS r%$;s M%ruti @t# i$ t#e Corpor%te Reput%tio$ Stre$+t# 1CSR8 stud(

14 i$ Auto se"tor8-Feb 23

M%ruti b%++ed t#e PM%$u)%"turer o) t#e (e%rP %:%rd )rom Auto"%r-

CN*C 16$d time i$ % ro:8-Feb 23

First I$di%$ "%r m%$u)%"turer to re%"# 3 mi&&io$ 'e#i"&es s%&es

*usi$ess or&d r%$;s M%ruti %mo$+ top )i'e most respe"ted "omp%$ies

i$ I$di%-O"t 2@

M%ruti r%$;ed %mo$+ top te$ 1R%$;78 +ree$est "omp%$ies i$ I$di% b( *usi$ess Tod%( - Sep G2@

200?

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M%ruti SuHu;i :%s No 4 i$ Customer s%tis)%"tio$9 No 4 i$ S%&es

S%tis)%"tio$ No4 i$ !rodu"t Qu%&it( 1Esteem %$d A&to8 %$d No 4 i$

!rodu"t Appe%& 1Esteem %$d %+o$ R8

No 4 i$ Tot%& Customer S%tis)%"tio$ 1M%ruti 229 e$ %$d A&to8 *usi$ess or&d r%$;ed us %mo$+ t#e "ou$tr(Gs )i'e most respe"ted

"omp%$ies

*usi$ess or&d r%$;ed us t#e "ou$tr(Gs most respe"ted %utomobi&e

"omp%$(

Voted M%$u)%"turer o) t#e (e%r b( CN*C

Voted o$e o) I$di%Gs /ree$est Comp%$ies b( *usi$ess Tod%(-ACNie&so$ OR/-MAR/

200@

M%ruti 229 M%ruti e$ %$d M%ruti Esteem m%;e it to t#e top 42

%utomoti'e br%$ds i$ PMost Trusted *r%$d sur'e( 6225P

D !o:er r%$;ed 5 mode&s o) M%ruti o$ top, %+o$r9 e$ %$d Esteem

M%ruti 22 %$d %+o$r top i$ NFO Tot%& Customer S%tis)%"tio$ Stud(

6225

MUL tops i$ D !o:er CSI 162248 )or @t# time i$ % ro:

200

MUL tops i$ D !o:er CSI 162248 )or 6$d time i$ % ro:, %$ot#er

i$ter$%tio$%& )irst

2000

M%ruti b%+s D !o:er CSI - 4st r%$; u$i=ue %"#ie'eme$t b( m%r;et

&e%der %$(:#ere i$ t#e :or&d

BBB

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MSM &%u$"#ed %s mode& :or;s#op i$ I$di% %"#ie'es #i+#est CSI

r%ti$+

Ce$tr%& *o%rd o) E"ise B Customs %:%rds M%ruti :it# PS%mm%$

!%tr%P9 )or "o$tributio$ to e"#e=uer %$d bei$+ %$ ide%& t% %ssessee

BB

CIIGs *usi$ess E"e&&e$"e A:%rd

BB6

M%ruti :i$s INSSAN %:%rd )or PE"e&&e$"e i$ Su++estio$ S"#emeP A:%rded t#e St%r Tr%di$+ 0ouse st%tus b( Mi$istr( o) Commer"e

BB?-B>

E$+i$eeri$+ Eports !romotio$ Cou$"i&Gs %:%rd )or eport per)orm%$"e

BB?

*est C%$tee$ %:%rd %mo$+ 0%r(%$% I$dustries %s p%rt o) emp&o(ee

:e&)%re

BB2-B@


BB-B2


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ISO B0012000

At M%ruti9 our %ppro%"# to =u%&it( is i$ ;eepi$+ :it# t#e %p%$esepr%"ti"e--Pbui&d it i$to t#e produ"tP Te"#$i"i%$s t#emse&'es i$spe"t t#e =u%&it(

o) :or; Super'isors edu"%te %$d i$stru"t te"#$i"i%$s to "o$ti$u%&&( impro'eprodu"ti'it( %$d =u%&it( T#e mo'eme$t o) =u%&it( i$di"%tors is re'ie:ed i$:ee;&( meeti$+s b( t#e top m%$%+eme$tI" 200 M!r+% U#,o/ L+# :'!4 o" of +$ f%r.+ !+o4o:%* 'o45!"%.

!",$r %" +$ or*# +o /+ !" ISO B00012000 'r+%f%'!+%o"AV *e&+ium9+&ob%& %uditors )or I$ter$%tio$%& Or+%$iH%tio$ )or St%$d%rdiH%tio$1ISO89"erti)ied M%ruti %)ter % )our d%( &o$+ %udit9 "o'eri$+ '%ried p%r%meters &i;eCustomer Fo"used or+%$iH%tio$9 Le%ders#ip9 I$'o&'eme$t o) peop&e9 !ro"ess%ppro%"#9 S(stem %ppro%"# to M%$%+eme$t9 Co$ti$u%& impro'eme$t9 et"I" M!, BB> M!r+% /o+ ISO B002 'r+%f%'!+%o" T#e %udit )or t#is "o'ered

=u%&it( %ssur%$"e i$ produ"tio$9 i$st%&&%tio$9 m%r;eti$+ %$d s%&es %s :e&& %s%)ter s%&es ser'i"es e :ere %&so o$e o) t#e )irst "omp%$ies i$ t#e :or&d topio$eer ISO 222 "erti)i"%tio$ )or our de%&ers

I" O'+o:r BB@ MUL 5!..# +$ Co"for4%+, Of Pro#'+%o" (COP)

A#%+ $%'$ %. :!.# o" ! Ero5!"

U"%o" D%r'+% T#is %ut#e$ti"%ted our =u%&it( s(stems %$d testi$+

)%"i&ities )or eport to Europe

T#e emp#%sis o$ tot%& =u%&it( #%s me%$t t#%t tod%( it is i$ % positio$ to

+uide 'e$dors %$d de%&ers i$ est%b&is#i$+ %$d "o$so&id%ti$+ t#eir i$di'idu%&

=u%&it( s(stems T#is "ommitme$t to =u%&it( #%s e$sured % "o$siste$t&(

s%tis)(i$+ produ"t %$d :or&d-"&%ss s%&es %$d %)ter-s%&es ser'i"es

E45*o, Q!*%+, M!.r.

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21/75

.%iHe$ is b%sed o$ t#e "o$"ept o) m%;i$+ i$"reme$t%& impro'eme$ts i$

its produ"ts It i$"orpor%tes % series o) "o$ti$uous sm%&& %$d simp&e

impro'eme$ts9 :#i"# %im %t i$'o&'i$+ emp&o(ees %t %&& &e'e&s

T#e Su++estio$ S"#eme is b%sed o$ t#e s%me pri$"ip&e U$der t#is

s"#eme9 emp&o(ees %re e$"our%+ed to m%;e su++estio$s )or impro'eme$t i$

%$( %re% o) our oper%tio$ O'er 329222 su++estio$s %re re"ei'ed )rom

emp&o(ees e'er( (e%r

M%ruti #%s :o$ t#e First p&%"e i$ ;E'**"' %" S//.+%o" S'$4

Co"+.+ 200@;9 :#i"# is t#e t# "o$se"uti'e %:%rd :o$ i$ %s m%$( (e%rs T#is

"o$test is or+%$iHed b( Indian National Suggestion Schemes Association

1INSSAN8 Si$"e 4 M%ruti #%s :o$ t#is %:%rd 42 times

PQu%&it( Cir"&esP %re +roups o) )i'e to ei+#t members )rom % p%rti"u&%r:or; %re% :#o :or; %s % te%m to ide$ti)( priorities %$d so&'e :or; re&%ted

prob&ems i$ t#e %re%

It be&ie'e t#%t it is t#is u$:%'eri$+ "ommitme$t to =u%&it( t#%t :i&& &e%d

to t#e )urt#er +ro:t# o) t#e or+%$iH%tio$ %s "ompetitio$ i$"re%ses

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22/75

3ATS NE

Maruti Leads March with Stellar Performance

Your )%'ourite "%r "omp%$(9 M%ruti Ud(o+ Limited #%s "&osed t#e

)i$%$"i%& (e%r 6223-2 :it# %$ %$$u%& s%&e o) 67222 "%+. t#e #i+#est e'er

si$"e t#e "omp%$( be+%$ oper%tio$s 62 (e%rs %+o T#is %$$u%& s%&e )i+ure

i$"&udes eports o) 77> "%+. t#e #i+#est e'er si$"e M%ruti be+%$ eporti$+

"%rs i$ 49 % +ro:t# o) 3K o'er 622@-23 M%rutiGs %$$u%& s%&e i$ 6223-2

represe$ts % +ro:t# o) 52 per "e$t o'er 622@-23 Duri$+ M%r"# 6229 t#e"omp%$( so&d 36722 u$its9 i$"&udi$+ 66 eports T#is is t#e #i+#est e'er s%&e

i$ t#e domesti" m%r;et i$ % mo$t# b( M%ruti T#is is %&so t#e #i+#est e'er

eport i$ % mo$t# b( t#e "omp%$(

T#e re"ord s%&e per)orm%$"e :%s % )itti$+ e$d to %$ e'e$t)u& (e%r duri$+

:#i"# t#e "omp%$(Gs !ub&i" Issue :%s o'ersubs"ribed 42 times %$d be"%me %

&%$dm%r; )or t#e I$di%$ sto"; m%r;ets %$d t#e /o'er$me$tGs Di'estme$t

pro+r%mme

Duri$+ t#e (e%r9 M%ruti e%r$ed )urt#er "ustomer %ppre"i%tio$9 bei$+

r%$;ed FIRST i$ DP%1e C$)#%&e Sa#!)0a2#!% S$3e* )or % re"ord )ourt#

(e%r i$ % ro:

T#e "omp%$(Gs %+o$R9 e$ %$d Esteem mode&s topped t#eir

"%te+ories i$ t#e D !o:er I$iti%& Qu%&it( Stud( 6223 Qu%&it( impro'eme$ts

%&o$+ t#e "#%i$9 $ot%b&( b( t#e "omp%$(Gs "ompo$e$t supp&iers9 "o$tributed to

t#is %"#ie'eme$t

*esides9 %+o$R :%s r%$;ed FIRST i$ its "%te+or( i$ T%#a( C$)#%&e

Sa#!)0a2#!% S$3e* "o$du"ted b( NFO Automoti'e

T#e (e%r %&so s%: M%ruti m%;e m%?or strides to:%rds its +o%& o)

be"omi$+ SuHu;i Motor Corpor%tio$Gs R %$d D #ub )or Asi% outside %p%$ It

i$trodu"ed up+r%ded 'ersio$s o) %+o$R %$d e$9 t#e &%tter "omp&ete&(

desi+$ed %$d st(&ed i$#ouse

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23/75

I$di%Gs most popu&%r "%r9 M%ruti 229 stre$+t#e$ed its &e%ders#ip :it# %

47 per "e$t +ro:t# e'e$ %s M%rutiGs p%rt$ers#ip :it# St%te *%$; o) I$di% %$d

its Asso"i%te *%$;s e$%b&ed it to re%"# "%r )i$%$"e to sm%&&er to:$s %$d "ities

%"ross t#e "ou$tr(Duri$+ t#e (e%r9 M%ruti "o$so&id%ted its &e%ders#ip i$ t#e A 6 1premium

"omp%"t8 se+me$t9 :it# A&to +ro:i$+ b( o'er 452 per "e$t %$d )i$is#i$+ %s t#e

"ou$tr(Gs )%stest +ro:i$+ A6 Se+me$t mode& )or t#e (e%r

it# t#e &%u$"# o) /r%$d Vit%r% L-7 duri$+ t#e (e%r9 M%ruti m%r;ed

its e$tr( i$to t#e top-e$d Luur( SUV se+me$t o) t#e I$di%$ "%r m%r;et

T#e re"ord s%&es per)orm%$"e :%s %b&( supported b( M%rutiGs

de%&ers#ips Duri$+ t#e (e%r9 t#e "omp%$( e$ded its re&%tio$s#ip :it# se'er%&

$o$-per)ormi$+ de%&ers#ips %$d e$#%$"ed it :it# t#e +ood per)ormers T#e

$e: "%r s%&es $et:or; +re: )rom 6@5 out&ets to 629 :it# "o'er%+e ep%$di$+

)rom 42 "ities to 46

T#e de%&ers#ips %&so p%rti"ip%ted i$ t#e ep%$sio$ o) M%rutiGs $e:

busi$esses9 i$"&udi$+ M%ruti I$sur%$"e9 M%ruti Fi$%$"e9 M%ruti True V%&ue

1!re O:$ed "%rs8 %$d N6N 1Corpor%te Le%se %$d F&eet M%$%+eme$t Ser'i"es8

T#ese ser'i"es m%de M%ruti 'e#i"&es e'e$ more %ttr%"ti'e )or "ustomers

M!r+%9. .r%' "+or8 8"o" for %+. .%& !"# G!*%+, 5!"##

+o % *!"#4!r8 000 '%+%. !"# +o". #r%"/ +$ ,!r

T#e M%ruti-m%$%+ed I$stitute o) Dri'i$+ Tr%i$i$+ %$d Rese%r"# i$

Dei m%de m%?or "o$tributio$ to s%)e dri'i$= :#i"# :%s :ide&( re"o=$ised

$ot%b&( b( t#e 0o$Gb&e Dei 0i+# Court

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24/75

6@


25/75

MARUTI PRODUCTS

M!r+% V%+!r!

T#e /r%$d Vit%r% is

#%$dsome %$d % 'er( "%p%b&e o))-

ro%d 'e#i"&e9 it is %bo'e %'er%+e

%t t#is e$d o) t#e m%r;et :it#

+ood =u%&it( )%bri"s %$d p&%sti"s

It is e=uipped :it# %$ er+o$omi"d%s#bo%rd %$d is superb&( b%";&it

:it# +re%t #e%ti$+ "o$tro&s T#e "%r #%s e"e&&e$t #e%droom %$d re%r &e+room

0o:e'er9 )ro$t p%sse$+er )oot :e&& #%s &imited &e+room T#e #e%drests %re

di))i"u&t to %d?ust9 espe"i%&&( to +et t#em %t t#e "orre"t #ei+#t )or our #e%ds or

$e";s It is %&so di))i"u&t to %d?ust dri'ers se%t :it# t#e door s#ut Do$Gt +et me

:ro$+ t#e SuHu;i /r%$d Vit%r% #%s true o)) ro%d per)orm%$"e9 "%r-&i;e e%se to

dri'e %$d is e"e&&e$t '%&ue )or mo$e( It :ou&d +o :#ere m%$( % so-"%&&ed

)our-:#ee& dri'e :ou&d )%&ter :it#out &%";i$+ "om)ort or re)i$eme$t T#e

/r%$d Vit%r% "omes :it# % se"urit( "o$s"ious i$te+r%ted r%dio si$+&e s&ot CD

p&%(er9 :#i"# is "%p%b&e %$d 'er( e%s( to use T#is m%"#i$e is % ?o( to dri'e

%$d %$ e"e&&e$t %&ter$%ti'e to t#e )%mi&( "%r

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26/75

M!r+% !/o" R

T#e 424"" M!FI &o:

)ri"tio$ e$+i$e de&i'ers %$

%:esome @b#p622rpm

po:er )or smoot#er pi";-up %$d

)%ster %""e&er%tio$ t#%$ ot#er "%r

e$+i$es i$ t#is "%te+or(

A 4 bit o$-bo%rd

"omputer :it# di%+$osti" "%p%bi&it( mo$itors e$+i$e per)orm%$"e

"o$ti$uous&( It "#e";s t#e "o$ditio$ o) t#e e$+i$e %s soo$ %s (ou tur$ it o$ %$d

mo$itors t#e %ir-)ue& r%tio )or optimum )ue& e))i"ie$"(

T#e @ '%&'es per "(&i$der e$+i$e "o$)i+ur%tio$ +i'es better )ue&

e"o$om( t#%$ ot#er "%rs As per Auto"%r 1M%(G2@8 %+o$R +i'es % mi&e%+e o)4@43 ;mp& %s %+%i$st 455 ;mp& b( S%$tro i$+ T#is #%s bee$ m%de possib&e

due to t#e superior %+o$R e$+i$e

Du%& Distributor-&ess Di+it%& I+$itio$ 1DDLI8 me%$s %$ i$st%$t9 #%ss&e-

)ree st%rt e'er( time %$d more e))i"ie$t po:er distributio$ A )&%t tor=ue "ur'e

e$sures =ui"; pi";-up %t #i+#er +e%rs %$d &o:er rpm You :o$Gt $eed to "#%$+e

t#e +e%rs o)te$ Its $ot ?ust per)orm%$"e9 %+o$R %&so #%s $umerousi$$o'%ti'e )e%tures

%""ordi$+&(9 i$"&udi$+ % $e: e$+i$e %+o$ R is %p%$s top se&&i$+ mode&9

%$d it is to be see$ i) its su""ess "%$ be emu&%ted i$ I$di%

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27/75

M!r+% A*+o

T#e #ottest &itt&e t#i$+ is

re%&&( % #ot "%;e %mo$+ t#e "%r&o'ers ust +et i$side %$d tr( t#is

"oo& "%r You :i&& de)i$ite&( )%&& i$

&o'e :it# it Fi$%&&( (our )%$t%s(

"omp%"t "%r is $o: % re%&it(

ItGs u$i=ue )e%tures m%;e it

disti$"t )rom t#e ot#er "%rs T#e e&e"tro$i" t%"#ometer #e&ps impro'eu$m%t"#ed )ue& e))i"ie$"( It is %&so e=uipped :it# % remote "o$tro&&ed )ue& &id

%$d tru$; ope$er A di+it%& trip meter i$di"%ted t#e mi&es (ou #%'e e$?o(ed

ridi$+ o$ t#is "oo& "%r

It is % #i+#&( s%)e "%r to dri'e o$ I$di%$ ro%ds 0i+# te$si&e stee& side door

be%ms +u%rd %+%i$st )ro$t9 re%r %$d side "o&&isio$ imp%"t It #%s room )or

%&most e'er(t#i$+ m%;i$+ it % re%& )%mi&( "%r !ut %&& (ou :%$t i$to % &o:room( &u++%+e "omp%rtme$t It %&so #%s more boot sp%"e t#%$ ot#er "%rs

Its sedu"ti'e &i$es %$d st(&is# "ur'es "omp&eme$t t#e mus"u&%r &oo; T:o

pressed &i$es o$ eit#er side +i'e it % disti$"t "#%r%"ter %$d %$ u$i=ue #%&o+e$

#e%d &%mp m%;e it % be%ut( T#e "oo& i$teriors o) t#e "%r i$"&ude % po:er)u&

AC9 :#i"# is ide%& )or I$di%Gs "&im%te

M!r+% E.+4

Loo;ed %t %+%i$st ot#er "%rs i$ t#e

I$di%$ m%r;et i$ t#e mid-siHe se+me$t9 t#e

Esteem seems % bit ordi$%r( For o$e9 it

de)i$ite&( $eeds % $e: &oo; %s it is t#e

rep&i"% o) t#e e%r&ier M%ruti 4222i$trodu"ed i$ t#e mid-ei+#ties T#e M%ruti

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28/75

4222 :%s :it#dr%:$ %s it :%s %$ etreme&( u$derpo:ered 'e#i"&e9 %$d $o o$e

"%$ de$( t#%t t#e Esteem #%s % +re%t e$+i$e u$der its #ood

T#e )%"t rem%i$s9 t#ou+#9 t#%t t#e desi+$ #%s bee$ %rou$d )or "&ose to

t:o de"%des %$d % $e: &oo; "ou&d do :o$ders )or t#e "%r T#is is be"%use t#e

EsteemGs m%i$ %sset is its e$+i$e9 :#i"# &e%'es $o doubt i$ %$(o$eGs mi$d t#%t

t#e %p%$ese m%;e t#e best petro& motors o$ t#is p&%$et T#e %&&-%&umi$ium

e$+i$e :it# its #o&&o: "%ms#%)t9 :#i"# "uts do:$ rot%tio$%& i$erti%9 is

etreme&( &i+#t %$d respo$si'e

T#e Esteem t(pi)ies SuHu;iGs epertise i$ usi$+ t#e )our-'%&'e-per

"(&i$der9 mu&ti-poi$t )ue&-i$?e"tio$ "ombi$%tio$ to "re%te % po:er m%"#i$e

T#e mid-siHe Esteem "%$ re%"# 422 ;mp# speed )rom st%$dsti&& i$ ?ust 44@

se"o$ds =ui";er t#%$ t#e L%$"er %$d t#e Astr%

T#e po:er-to-:ei+#t r%tio o) t#e Esteem is %&so t#e most )%'our%b&e )or

% mid-siHe "%r T#e po:er steeri$+ i$ t#e '%ri%$ts is =ui"; %$d dire"t :it# %

"ert%i$ de+ree o) )ee& T#is is % boo$ i$ ti+#t "it( dri'i$+ "o$ditio$s T#e

+e%rbo is s&i"; %$d s#i)ti$+ % re%& ?o(

T#e Esteem is %'%i&%b&e i$ % &%r+e $umber o) '%ri%$ts Ne: Euro 6

'%ri%$ts o) t#e Esteem L9 V %$d A %re t#e bi++est %ttr%"tio$ $o: As )or

t#e diese& '%ri%$ts t#ere is t#e Esteem Di %$d t#e b%se Esteem D 'ersio$ T#e$

t#ere is t#e Esteem Vi %$d t#e Esteem L Euro 4 'ersio$

T#e Euro 6 'ersio$s %re % de)i$ite up+r%de o$ t#e e%r&ier 'ersio$s %s

t#e( "ome :it# 3 b#p %+%i$st t#e e%r&ier :e%;er 37 b#p '%ri%$ts Amo$+ t#e

t:o diese& '%ri%$ts9 t#e Di is t#e top-o)-t#e-&i$e 'ersio$ :it# po:er steeri$+9

:i$do:s9 re%r de)o++er %$d #%&o+e$ &%mps9 to $%me % )e: )e%tures

T#e Vi 'ersio$ %$d t#e Euro 69 V %$d A "ome :e&& e=uipped :it#

po:er steeri$+ %$d po:er e'er(t#i$+ *ut t#e VI 'ersio$ is % step %#e%d %s it

#%s % re%r de)o++er9 % &%mi$%ted :i$ds#ie&d %$d % $umber o) etr% %dd-o$)e%tures su"# %s prote"ti'e mou&di$+s o$ t#e side

6


29/75

M!r+% H!*"o

T#e *%&e$o #%s t#e &oo;s %$d

)ee& o) % :i$$er T#is :%s M%rutiUd(o+Gs )irst D-se+me$t "%r &%u$"#ed

i$ I$di% to "ompete :it# t#e

Mitsubis#i L%$"er %$d t#e 0o$d% Cit(

T#is is %&so SuHu;iGs bi++est p%sse$+er

"%r %$d i$ %p%$ %$d ot#er m%r;ets T#e *%&e$o is "%&&ed t#e Cu&tus i$ %p%$

T#e *%&e$o is prob%b&( t#e best-e=uipped "%r i$ t#e m%r;et tod%( It is%'%i&%b&e i$ t:o '%ri%$ts o$e t#e b%se 'ersio$ %$d t#e top-e$d *%&e$o

A&tur% *ot# %re ide$ti"%& i$ %&most e'er( %spe"t e"ept t#%t t#e A&tur% 'ersio$

is bi++er %$d #e%'ier %$d is e=uipped :it# some st%$dout )e%tures &i;e +rip

%ssist9 :#i"# is t#ere bot# i$ t#e )ro$t %$d t#e re%r9 e&e"tri"%&&( oper%ted A>C

&ou're s:it"#es9 % re%r :i$ds#ie&d :iper %$d :%s#er9 roo) r%i&s9 )oot rest %$d

&u++%+e #oo;s

Ot#er )e%tures prese$t i$ bot# t#e mode&s i$"&ude % re%r de)o++er9 t#ird

br%;e &i+#t9 tru$; &i+#ti$+9 re%r s%)et( be&ts %$d t#e 'er( use)u& G;e(-$ot-

remo'ed buHHerG *( %$( st%$d%rds9 t#e "%r is 'er( sp%"ious %$d #ere %t &%st is

o$e "%r t#%t pro'ides %mp&e &e+room )or t#e re%r p%sse$+ers

T#e *%&e$oGs 4-&itre e$+i$e :it# 4 '%&'es9 mu&ti-poi$t-)ue&-i$?e"tio$9

% #o&&o: "%ms#%)t %$d distributor-&ess e&e"tro$i" i+$itio$ is % +em It is %SO0C u$it :#ere %&& )our '%&'es %re oper%ted 'i% ro";ers dri'e$ b( % si$+&e

"%ms#%)t It +i'es @b#p %t 9222 rpm %$d % tor=ue o) 45@;+m %t 59222rpm

T#e spirit o) t#e "%r is bott&ed i$ % #i+#&( respo$si'e %$d )ue&-e))i"ie$t 432""

SO0C e$+i$e

T#e *%&e$o is ide$ti"%& to t#e 0o$d% Cit( i$ &e$+t# %$d :idt# t#ou+# it

is sm%&&er t#%$ t#e L%$"er %$d t#e Astr% T#e *%&e$oGs re"t%$+u&%r9 mes#ed

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30/75

+ri&&e st%$ds out )rom t#e bod(:or; :it# its "#rome border T#e bo$$et )&o:s

smoot#&( %rou$d t#e +ri&&e %re% %$d b&e$ds i$to t#e bumper

T#e *%&e$o is suspe$ded o$ % )u&&(-i$depe$de$t set-up9 :it#

M%"!#erso$ struts9 bot# )ro$t %$d re%r A$ %$ti-ro&& b%r is st%$d%rd i$ t#e )ro$t

T#e suspe$sio$ is mou$ted o$ % sub-)r%me9 :#i"# redu"es $oise9 'ibr%tio$ %$d

#%rs#$ess &e'e&s

T#e *%&e$o re%"#es 2-422 ;mp# i$ 4445 se"o$ds %$d % top speed o)

42 ;mp# %$d +i'es % mi&e%+e o) 444 ;mp& i$ to:$s %$d 43 ;mp& o$

#i+#:%(s T#e *%&e$o is M%rutiGs )irst upper-e$d mode& to "ompete :it# t#e

Ope& Astr%9 t#e Mitsubis#i L%$"er %$d t#e 0o$d% Cit( T#e *%&e$o is SuHu;iGs

bi++est %$d most import%$t p%sse$+er "%r

M!r+% 00

T#e M%ruti 22 is t#e &%r+est-se&&i$+ "%r i$ I$di% %$d :it# +ood

re%so$ T#is "%r o))ers t#e best '%&ue )or

mo$e( %mo$+ %&& I$di%$ "%rs

"ombi$i$+ e%se o) dri'i$+9 +ood )ue&

e"o$om( %$d re&i%bi&it(

0istori"%&&(9 it #%s t#e b&essi$+s

o) t#e +o'er$me$t be#i$d it %&so *ut t#e "%rGs &o:-"ost stru"ture rem%i$s

u$m%t"#ed No m%$u)%"turer tod%(9 m%(be $ot e'e$ M%ruti Ud(o+ itse&)9

:ou&d be %b&e to m%;e % "%r &i;e t#e 22 tod%(9 %t t#e s%me pri"e 0e$"e9 t#e

"ost %d'%$t%+e o) t#e i$domit%b&e 22 is t#e re%so$ be#i$d its p#e$ome$%&

su""ess

T#e M%ruti 229 :#i"# e$%b&ed mi&&io$s o) urb%$ midd&e-"&%ss )%mi&ies

to be"ome )irst-+e$er%tio$ o:$ers o) % )our-:#ee&er be"%use o) its %))ord%b&e

pri"e9 #%s see$ se'er%& impro'eme$ts o'er t#e (e%rs t#e m%i$ re%so$ :#( it

#%s stu"; %rou$d )or so &o$+

52


31/75

T#e &%test impro'eme$t i$ t#e M%ruti 22 is t#e i$trodu"tio$ o) % mu&ti-

poi$t )ue&-i$?e"tio$ 1M!FI8 s(stem to meet $e: emissio$ $orms T#e M!FI

s(stem is "omp&eme$ted b( % )our-'%&'e per-"(&i$der #e%d %$d )i'e-speed

+e%rbo +i'i$+ it % &e'e& o) per)orm%$"e 'er( )e: "%rs i$ t#is se+me$t "%$m%t"# It is %&so t#e most m%$oeu'r%b&e "%r %rou$d ItGs "omp%"t9 $imb&e %$d

t#e e%siest t#i$+ to dri'e i$ urb%$ surrou$di$+s !%r;i$+ is %&so $ot % prob&em

)or t#is b%b(

For t#ose :%$ti$+ to s%'e o$ )ue& t#e M%ruti 22 is t#e %$s:er T#e i$"re%sed

po:er #%s$Gt "#%$+ed its )ue& e))i"ie$"( It +i'es % #i+#:%( ru$ o) 64 ;mp&9

:#i&e i$ t#e "it( it +i'es 45 ;mp&

M!r+% ,5.,

T#e M%ruti /(ps( is I$di%Gs

'ersio$ o) t#e SuHu;i im$(9 :#i"#

:%s %t o$e time o$e o) t#e best-se&&i$+

)our-:#ee& dri'es i$ t#e :or&d T#e/(ps( "%$ +o $e%r&( %$(:#ere9 t#ou+#

is $ot %s so&id % :or;#orse %s t#e

M%#i$dr% eeps

*ut "o$sideri$+ its siHe %$d :ei+#t9 it is tou+# %$d "%$ t%;e % &ot o)

b%tteri$+ As % perso$%& )our-:#ee&-dri'e car9 it does :e&& %s it is re)i$ed9

better )i$is#ed %$d is mu"# e%sier to dri'e t#%$ %$( eep A$d it is %&soetreme&( re&i%b&e %$d9 to % &%r+e ete$t9 troub&e-)ree

I$ I$di% it is %'%i&%b&e i$ t:o Euro 6 '%ri%$ts t#e 0T %$d t#e ST

'ersio$ T#e 0T 'ersio$ #%s )e%tures &i;e )%bri" up#o&ster( %$d % )ibre

rei$)or"ed p&%sti" top9 :#i&e t#e ST 'ersio$ #%s % )o&d%b&e :i$ds"ree$ %$d %

remo'%b&e "%$'%s top

54


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Ap%rt )rom t#is t#e t:o %re $e%r&( t#e s%me %s t#e( bot# +i'e 2 b#p

po:er 222 rpm %$d "ome :it# % 4522"" e$+i$e pu&&ed b( % tor=ue o) 425

Nm @322 rpm

M!r+% O4"%

T#e M%ruti Om$i V%$ is

b%si"%&&( % %p%$ese "ommer"i%& '%$

t#%t #%s bee$ "o$'erted :it# some

modi)i"%tio$s i$to % p%sse$+er

'e#i"&e T#is is b%si"%&&( %$u$derpo:ered 'e#i"&e m%i$&( due to its

e"essi'e :ei+#t

It is #e%'ier t#%$ % "%r be"%use its bod( is $ot %erod($%mi" A&so due to

its #i+# st%$"e it %ppe%rs to be s&i+#t&( u$st%b&e I$ #i+#-speed "ross:i$ds9 t#e

Om$i be"omes u$st%b&e %$d s#%;( be"%use its :#ee&s %re sm%&& %$d t#e "e$tre

o) +r%'it( #i+#

T#e Om$i %&so #%s % te$de$"( to pit"# %$d bou$"e o$ %$ u$e'e$ terr%i$

T#e ride =u%&it( is %&so $ot up to re+u&%r st%$d%rds due to t#e suspe$sio$9

:#i"# %ppe%rs to be o) &e%) spri$+ &i$e%+e 0o:e'er9 m%$oeu'r%bi&it( is 'er(

+ood )or % "%r o) su"# dime$sio$s %$d is )%r superior to t#%t o) t#e 22 Its

tur$i$+ "("&e9 too9 is better t#%$ t#e 22s

I$ terms o) sp%"e e))i"ie$"(9 t#e Om$i be%ts t#e #i+#er-pri"ed breed o)

sm%&& "%rs T#e 'e#i"&e "%$ %""ommod%te )i'e p%sse$+ers %$d st%"; t#eir

&u++%+e e%si&( T#e re%r sides o))er +re%ter "om)ort :it# p&e$t( o) &e+room %$d

door-to-door "%rpets T#e s&idi$+ doors #e&p i$ e%s( e$tr( %$d eit :#e$ i$ %

"ro:ded p%r;i$+ &ot

M!r+% Vr.!

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I) (ou %re &oo;i$+ out )or % st%tio$ :%+o$ t#%t (ou "%$ dri'e to :or;

%$d %&so t%;e out (our )%mi&( %$d )rie$ds )or %

pi"$i"9 (ou "%$ s%)e&( re%"# out )or t#e M%ruti

Vers%9 % mi$i-'%$ :it# t#e &oo;s o) % "%r

T#e M%ruti Vers%9 u$&i;e t#e Om$i9 #%s

% )%ir&( :e&&-de)i$ed s$out :it# % t#ree -+roo'e

+ri&&e T#e bo$$et9 t#e #e%d&i+#ts9 t#e b&%";

"#i$ spoi&er %$d t#e bumper :it# % #u+e %ir-i$t%;e "%p%"it( +i'e it % sport(

&oo; It is %$ i$"redib&( &i+#t "%r De";ed i$ % "o$'e$tio$%& '%$ &%(out9 t#e

Vers%Gs e$+i$e is &o"%ted u$der t#e )ro$t se%ts

Its bo$$et #ouses t#e r%di%tor %$d e&e"tri" )%$ %s :e&& %s t#e AC

"o$de$ser %$d reser'oirs )or t#e "oo&%$t9 :%s#er )&uid %$d br%;e )&uid T#e

Vers% uses dis" br%;es )or t#e )ro$t %$d %&so #%s % pressure-re+u&%ti$+ '%&'e

T#e side p%$e&s %re t%ste)u&&( de&i$e%ted :it# s$%HH( +r%p#i"s9 :#i"#

ete$d )rom t#e t%i& &%mp to t#e )ro$t door T#e "%r emp&o(s t#e pro'e$ %$d

u&tr% re&i%b&e 46"" )our-"(&i$der SO0C o) t#e Esteem M%ruti e$+i$eers

#%'e t%;e$ spe"i%& "%re to redu"e $oise9 'ibr%tio$s %$d #%rs#$ess &e'e&s to

%""ept%b&e &imits T#e( #%'e %&so m%de %ppre"i%b&e e))orts to impro'e s%)et(

)e%tures i$ t#e "%r9 %$d t#e mo$o"=ue "o$stru"tio$ pro'ides % ri+id s%)et( "e&&

:it# side imp%"t b%rs to prote"t %+%i$st )ro$t%& imp%"ts Firm suspe$sio$

setti$+s e$sure "om)ort %$d "o$tro&

T#e Vers%Gs i$teriors #%'e % )%mi&i%r M%ruti ri$+ T#e i$teriors %re

t%ste)u&&( do$e :it# brus#ed %&umi$ium &oo;9 t#ou+# % subst%$ti%& borro:i$+

#%s bee$ m%de )rom t#e M%ruti )%mi&( p%rts bi$ to bri$+ do:$ "osts it# %

simi&%r d%s#bo%rd9 steeri$+ :#ee& %$d i$strume$t p%$e&9 t#ere is 'er( &itt&e

di))ere$"e bet:ee$ % Vers%9 t#e A&to or % %+o$R *ut t#e $e: SD 'ersio$

o) t#e Vers% #%s % &e%t#er-:r%pped steeri$+ :#ee& %$d met%&&i" )i$is#ed

d%s#bo%rd

55


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T#e SD 'ersio$ is % se'e$-se%ter9 :#i&e t#e b%se Vers% D %$d t#e

midd&e '%ri%$t D6 is %$ ei+#t-se%ter O$e "%$ s&ide %$d re"&i$e t#e )ro$t ro:

se%ts to %d?ust sp%"e bet:ee$ t#e )irst %$d midd&e ro:s T#e SD %$d D6

'ersio$s o) t#e Vers% %re e=uipped :it# t:i$ %ir "o$ditio$ers o$e i$ )ro$t%$d o$e %t t#e re%r T#e re%r AC #%s i$depe$de$t "o$tro&s %$d o'er#e%d du"ts

T#e Vers% is prob%b&( %mo$+ t#e s%)est "%rs to dri'e S%)et( )e%tures

i$"&ude side-imp%"t %bsorbi$+ be%ms9 )ro$t-imp%"t be%ms %$d % stee& pipe

)r%me i$ t#e re%r se%t 0ei+#t %d?ust%b&e #e%d restr%i$ts9 br%;e boosters %$d %

"o&&%psib&e steeri$+ "o&um$ %re t#e ot#er s%)et( )e%tures

T#e Vers% bo%sts o) % po:er)u& 4-'%&'e9 46"" e$+i$e +e$er%ti$+ 6

b#p %t 222 rpm9 %$d "o$tro&&ed b( % 4-bit e$+i$e m%$%+eme$t s(stem T#e

"%r %&so possesses #i+#er po:er to :ei+#t r%tio $ot prese$t i$ %$( ot#er MUV

T#e Vers% "%$ re%"# 422 ;mp# )rom st%$dsti&& positio$ i$ ?ust 453 se"o$ds

M!r+% "

T#e e$ is b%sed o$ t#e 44

SuHu;i Cer'o Mode9 % %p%$ese-

m%r;et-o$&( mode& T#e M%ruti e$

:%s t#e )irst "%r b( M%ruti desi+$ed

)or t#e :or&d:ide m%r;et9 :it# I$di%

bei$+ t#e o$&( produ"tio$ #ub T#e

"%rGs desi+$ %$d spe"i)i"%tio$s %re"o$tempor%r( :it# :or&d st%$d%rds

I$ esse$"e9 t#e e$9 1so&d %s SuHu;i A&to %bro%d8 :#i"# &oo;s &i;e %$

etreme&( :e&&-)ed M%ruti 229 dri'es &i;e % dre%m It o))ers more t#%$

%de=u%te per)orm%$"e %$d is de&i+#t)u& to #%$d&e

T#e e$ :%s %&so t#e )irst I$di%$ "%r to :i$ %""o&%des %bro%d9 bei$+

'oted t#e best "%r i$ its "%te+or( i$ *e&+ium %$d t#e Net#er&%$ds i$ 47 i$

5@


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%dditio$ to bei$+ t#e top "%r i$ t#e U. i$ terms o) oper%ti$+ "osts i$ t#e s%me

(e%r

e$ :%s t#e )irst "%r to #%'e %&&-%&umi$ium e$+i$e9 e&e"tro$i" distributor

pump9 e&e"tri" )ue& pump i$ t#e )ue& t%$;9 su"tio$ reso$%tor %$d % d%s# p%$e& o)

s%$d:i"# "o$stru"tio$ St%rti$+ )rom t#e 5"" e$+i$e9 de'e&opi$+ 32b#p i$

"%rburetted )orm %$d 33b#p i$ )ue&-i$?e"ted )orm9 most o) t#e po:er o) t#e

e$ "omes i$ %t t#e #i+#er re%"#es o) t#e po:er b%$d

T#e )i'e-speed u&tr%-s&i"; +e%rbo i$ t#e e$ "o$ti$ues to be o$e o) best

boes i$ %$ I$di%$ "%r A "o&&%psib&e steeri$+ "o&um$ is %$ot#er s%)et( )e%ture

prese$t i$ %&& t#e '%ri%$ts o) t#e "%r T#e e$ is %'%i&%b&e i$ )our '%ri%$ts t#e

L9 V9 Vi %$d D A de&ue mode& #%s %&so ?ust bee$ &%u$"#ed it bo%sts o)

"e$tr%& :ood )i$is# "o$so&e %$d suede &e%t#er up#o&ster(

A""essories i$ t#e "%r i$"&ude9 musi" s(stem9 su$ 'isors o$ bot# sides9

)ro$t %$d re%r %ssist +rip9 )%bri" up#o&ster(9 po:er :i$do: %$d po:er steeri$+

is %'%i&%b&e i$ t#e V %$d Vi '%ri%$ts

S%)et( )e%tures i$ %&& t#e '%ri%$ts i$"&ude, e$er+( %bsorbi$+ "o&&%psib&e

steeri$+ "o&um$9 side-imp%"t door be%ms i$ )ro$t %$d re%r9 "#i&d-proo) &o";s o$

re%r doors9 re%r :i$ds#ie&d :iper %$d :%s#er9 "e$tr%& &o";i$+ %$d prote"ti'e

mou&di$+s o$ side

M!r+% S%f+

M%ruti Ud(o+9 )&us# :it# boo;i$+s )or

t#e $e: S:i)t9 :i&& r%mp up its

produ"tio$ )rom 622 to 632-62 u$its per

d%(9 st%rti$+ 4 u$e T#e p&%$t :i&& be

s#ut )or % :ee; prior to t#%t )or %$$u%& m%i$te$%$"e :or;

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36/75

L%u$"#ed o$ M%( 63 i$ Ne: Dei9 t#e S:i)t #%s %&so bee$ &%u$"#ed i$

se'er%& ot#er "ities si$"e t#e$9 i$"&udi$+ Mumb%i9 A#med%b%d9 0(der%b%d %$d

C#e$$%i it# %$ estim%ted 629222 boo;i$+s9 t#e "%r is boo;ed )or t#e "omi$+

t#ree mo$t#s or so Me%$:#i&e9 t#e "omp%$( #%s %&re%d( %$$ou$"ed %$i$"re%se i$ pri"es )or t#e "%r9 m%r;i$+ t#e e$d o) Gi$trodu"tor( pri"i$+G :#i"#

M%rutiGs MD9 %+dis# .#%tt%r #%d %&&uded to %t t#e &%u$"# As % resu&t9 %&&

boo;i$+s e))e"ti'e u$e :i&& be m%de %t t#e $e: ret%i& t%+s #i&e t#e b%se

mode& LiGs pri"e #%s bee$ i$"re%sed b( Rs 92229 t#ose o) t#e Vi %$d i

#%'e bee$ r%ised b( Rs 429222 e%"# M%ruti #%s s%id t#e pri"es %re )or )res#

boo;i$+s %$d :i&& $ot imp%"t t#e estim%ted 629222 boo;i$+s %&re%d( re"ei'ed

T#e i$"re%ses i$ ret%i& pri"e t%+s9 b%re&( t:o :ee;s %)ter t#e &%u$"#9 :i&&

bri$+ t#e S:i)tGs pri"e "&oser to t#%t o) its "&osest "ompetitor9 t#e 0(u$d%i /etH9

pri"es o) :#i"# st%rt %t %rou$d Rs @3 &%;# Sour"es s%id t#%t :#i&e M%ruti #%d

i$di"%ted t#%t pri"es :ou&d "#%$+e9 t#e timi$+ #%s "ome %s % bit o) % surprise9

%s o$e :ou&d #%'e epe"ted t#e i$trodu"tor( pri"i$+ to be i$ )or"e )or %t &e%st %

mo$t# A""ordi$+ to ot#er sour"es9 M%ruti #%d $ot epe"ted so m%$( boo;i$+s9

%$d t#e "omp%$( :ou&d$Gt mi$d t#e &itt&e etr% bre%t#i$+ sp%"e i) some

pote$ti%& "ustomers "%$"e&&ed t#eir boo;i$+s

M%rutiGs s%&es i$ t#e )irst t:o mo$t#s o) t#is )is"%& #%'e bee$ do:$ b(

%bout )our per"e$t9 %t %$ estim%ted 29@7 u$its %s %+%i$st @9232 u$its i$ t#e

(e%r-e%r&ier period Eports #%'e %&so )%&&e$ b( 4 per"e$t i$ t#is period T#e

"omp%$(Gs 'o&ume i$ t#e domesti" A6 se+me$t +re: b( 65 per"e$t :#i"# is

i$"&usi'e o) 694 u$its o) t#e S:i)t9 disp%t"#ed duri$+ M%( 6223 I$ t#e A5

se+me$t9 M%rutiGs s%&es +re: @ per"e$t duri$+ t#e mo$t# "omp%red to s%&es i$

t#e (e%r-e%r&ier period

T#e "omp%$( #%s &%id t#e )ou$d%tio$ sto$e o) its $e: p&%$t %t M%$es%r

T#e $e: p&%$t :i&& i$'o&'e %$ i$'estme$t o) o'er Rs 59622 "rore9 o) :#i"# Rs

49322 "rore :i&& be spe$t to bui&d % $e: "%r %ssemb&( p&%$t %$d Rs 497@ "rore

)or % diese& e$+i$e m%$u)%"turi$+ )%"i&it( )or &o"%& "o$sumptio$ %$d eports

5


37/75

Maruti 800 Days Are Numbered f!!!!!"

4 T#e .# or .'o"#-$!"# "%r m%r;et i$

I$di% is &i;e&( to be"ome more or+%$iHed i$

)uture T#e "%r de%&ers :i&& t#emse&'es de%&

:it# used "%rs It is epe"ted t#%t % used

se"o$d #%$d I$di"%9 S%$to9 Astr% or Cie&o :i&&

be pri"ed "&ose to % $e: M%ruti 22 T#is

"ou&d put % =uestio$ m%r; o$ t#e pre'%&e$t

%ssumptio$ t#%t % &%r+e $umber o) "urre$t +o-$*r .r.i$ I$di% :i&&

/r!#!+ +o ! M!r+% 00i$ )uture :it# #i+#er i$"omes

6 A$ %$%&(sis o) t#e :or&d "%r m%r;et s#o:s t#%t $o "%r "omp%$( i$ t#e

:or&d9 :it# t#e epe"t%tio$ o) t#e %p%$ese9 #%s % "%r i$ its r%$+e9 :#i"# is

dire"t&( "omp%r%b&e to t#e M%ruti 22 Co$tr%r( to popu&%r be&ie)9 t#e Ford

Fiest%9 Ope& Cors% %$d t#e V /o&) :ou&d "ompete :it# M%ruti Esteem or

M%ruti e$9 %$d $ot :it# M%ruti 22 A&& t#ese "%rs9 t#ou+# sm%&& b(

ester$ st%$d%rds9 %re #i+#-po:er "%rs :#i"# :ou&d be pri"ed i$ I$di% i$

t#e &uur( r%$+e /i'e$ t#%t o$&( 52K o) t#e m%r;et is estim%ted )or "%rs

%bo'e 4222"" %$d :it# so m%$( "omp%$ies %&re%d( i$ t#e I$di%$ m%r;et9

t#e i$dustr( seems to be #e%di$+ )or % s#%;e out T#e )irms t#%t :ou&d be

%b&e to desi+$ %$d proper&( imp&eme$t sou$d m%r;eti$+ str%te+ies %re &i;e&(

to be t#e :i$$ers

5 T$ !., f%"!"'%"/s"#emes %re %&so posi$+ t#re%t to t#e M%ruti be"%use

"ustomers "%$ dire"t&( +r%du%te to SE/MENT * :it#out #%'i$+ )irst time

pur"#%se %t M%ruti 22 Si$"e "%r pur"#%se is I$di% is % o$e time de"isio$

%$d peop&e :i&& pre)er to #%'e o$e i$'estme$t t#%t :i&& di))er $ot 'er(

#i+#&( )or better )e%tures

@ D%.* "/%" '!r. %re %&so posi$+ % bi+ t#re%t due to t#eir )ue& "ost

di))ere$ti%& si$"e i$ I$di% peop&e do +i'e % &ot o) emp#%sis o$ )ue&

e))i"ie$"( %$d pri"e do p&%( %$ import%$t ro&e i$ t#is "%te+or( 0u+e

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su""ess o) INDICA i$ t#e sub urb%$ %$d rur%& %re%s is ?ust %$ I$di"%tor o)

t#e )uture so M!r+% 00 :!rI$di% is s&ippi$+ out o) (our #%$ds

5


39/75

Re)ea2h Me#h%d%(%,*

T#e t(pe de"isio$ %$d spe"i)i"%tio$ o) % :or; or t%ste is %s import%$t %s

its t%r+et %$d %"#ie'eme$t

T#e stud( o) %imed to pro'ide t#e "omp%r%ti'e %""ou$t re+%rdi$+ t#e

Tot%& mode&s o) M%ruti "%rs i$ t#e m%r;et I )ou$d out t#e positio$ %$d

"o$ditio$ o) se&e"ted mode&s %$d '%rious t#i$+s For t#is pro?e"t sur'e(9 I m%de

t#e =uestio$$%ire %$d "o&&e"ted d%t% )rom t#e ?our$%&s9 i$ter$et9 %$d m%+%Hi$es

R.!r'$1

Rese%r"# "%$ %&so be de)i$ed %s s"ie$ti)i" %$d s(stem%ti" se%r"# to time

i$)orm%tio$ )or spe"i)i" topi"

Pro:*4 I#"+%f%'!+%o"1

De)i$e t#e prob&em "#ose$ )or i$'esti+%tio$ su"# %s-,

1%8 A$%&(sis o) %)ter s%&es- ser'i"es

1b8 A$%&(sis t#e &e'e& o) "ustomer < s%tis)%"tio$

1"8 M%r;et s#%re o) di))ere$t br%$ds et"

R.!r'$ #.%/"

Rese%r"# desi+$ is t#e b%si" )r%me:or; :#i"# pro'ides +uide&i$es )or

d%t% "o&&e"tio$ %$d d%t% %$%&(sis t#e rese%r"#er espe"i%&&( pi$ poi$t t#%t to

"%rr(out rese%r"# proper&(

48 0o: t#e d%t% :ou&d be "o&&e"ted

68 #i"# i$strume$t )or d%t% "o&&e"tio$ :ou&d be used

58 #%t s%mp&i$+ p&%$ :ou&d be used

5


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T#e d%t% "o&&e"tio$ met#ods %re b%si"%&&( o) t#ese t(pes- obser'%tio$9

eperime$t%tio$ %$d sur'e( I used t#e sur'e( met#od o) d%t% "o&&e"tio$

be"%use i$ t#e M%r;et Rese%r"# met#od I "%$ +%t#er % :ide r%$+e o) '%&u%b&e

i$)orm%tio$ o$ o'er be#%'ior o) "o$sumer )or produ"t

Sour"es o) i$)orm%tio$, t#rou+# !rim%r( B se"o$d%r( D%t%

Pr%4!r, #!+!1!rim%r( d%t% is t#%t :#i"# d%t% "o&&e"t i$ $e: b( prim%r(

sour"es

Questio$$%ire

I used t#e sur'e( met#od )r%$; =uestio$$%ire :it# +e$er%& )%"e-to-)%"e

i$ter%"tio$ o) "o$sumers

S'o"#!r, #!+!1t#ese d%t% %&re%d( eist i$ t#e "omp%$ies m%+%Hi$es

I "o&&e"t t#e se"o$d%r( d%t% )rom,-

M%+%Hi$es

our$%&s

I$ter$et

A$$u%& Reports

S!45* .%&, S%mp&i$+ p&%$ is to de"ide t#e popu&%tio$ )or stud( M( tot%&

s%mp&i$+ )or rese%r"# is 422 )or di))ere$t %re%s o) A+r%

C$)#%&e Sa#!)0a2#!%

T$ Q!*%+, A#!"+!/

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M%ruti SuHu;i o:$ers eperie$"e )e:er prob&ems :it# t#eir 'e#i"&es

t#%$ %$( ot#er "%r m%$u)%"turer i$ I$di% 1D !o:er IQS Stud( 62238 T#e

M22 :%s "#ose$ No4 i$ t#e premium "omp%"t "%r se+me$t %$d t#e Esteem

%$d S:i)t i$ t#e e$tr( &e'e& mid - siHe "%r se+me$t %"ross p%r%meters

T#e D !o:er A!EAL Stud( 6223 pro"&%imed t#e %+o$ R $o 4 i$

t#e premium "omp%"t "%r se+me$t %$d t#e Esteem No4 i$ t#e e$tr( &e'e& mid -

siHe "%r se+me$t T#is stud( me%sures o:$er i$ terms o) desi+$9 "o$te$t9 &%(out

%$d per)orm%$"e o) 'e#i"&es %"ross p%r%meters

A H,%"/ E5r%"' *%8 No O+$r

M%ruti SuHu;i #%s % s%&es $et:or; o) 527 st%te-o) -t#e-%rt s#o:rooms

%"ross 4 "ities9 :it# % :or;)or"e o) o'er 222 tr%i$ed s%&es perso$$e& to

+uide our "ustomers i$ )i$di$+ t#e ri+#t "%r Our #i+# s%&es %$d "ustomer "%re

st%$d%rds &ed us to %"#ie'e t#e No4 $%mep&%te i$ t#e D !o:er SSI Stud(

6223

Q!*%+, Sr%' !'ro.. 0@6 C%+%.

I$ t#e D !o:er CSI Stud( 62239 M%ruti SuHu;i s"ored t#e #i+#est

%"ross %&& 7 p%r%meters, &e%st prob&ems eperie$"ed :it# 'e#i"&e ser'i"ed9

#i+#est ser'i"e =u%&it(9 best i$-ser'i"e eperie$"e9 best ser'i"e de&i'er(9 best

ser'i"e %d'isor eperie$"e9 most user-)rie$d&( ser'i"e %$d best ser'i"e

i$iti%tio$ eperie$"e

6K o) M%ruti SuHu;i o:$ers )ee& t#%t :or; +ets do$e ri+#t t#e )irst

time duri$+ ser'i"e T#e D !o:er CSI stud( 6223 %&so re'e%&s t#%t 7K o)

M%ruti SuHu;i o:$ers :ou&d prob%b&( re"omme$d t#e s%me m%;e o) 'e#i"&e9

:#i&e 2K o:$ers :ou&d prob%b&( repur"#%se t#e s%me m%;e o) 'e#i"&e

O" S+o5 S$o5

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42/75

At M%ruti SuHu;i9 (ou :i&& )i$d %&& (our "%r re&%ted $eeds met u$der o$e

roo) #et#er it is e%s( )i$%$"e9 i$sur%$"e9 )&eet m%$%+eme$t ser'i"es9

e"#%$+e- M%ruti SuHu;i is set to pro'ide % si$+&e-:i$do: so&utio$ )or %&& (our

"%r re&%ted $eeds

T$ Lo Co.+ M!%"+"!"' A#!"+!/

T#e %"=uisitio$ "ost is u$)ortu$%te&( $ot t#e o$&( "ost (ou )%"e :#e$

bu(i$+ % "%r A&t#ou+# % "%r m%( be %))ord%b&e to bu(9 it m%( $ot $e"ess%ri&(

be %))ord%b&e to m%i$t%i$9 %s some o) its re+u&%r&( used sp%re p%rts m%( be

pri"ed =uite steep&( Not so i$ t#e "%se o) % M%ruit SuHu;i It is i$ t#e e"o$om(

se+me$t t#%t t#e %))ord%bi&it( o) sp%res is most "ompetiti'e9 %$d it is #ere

:#ere M%ruti SuHu;i s#i$es

Lo.+ Co.+ of O"r.$%5

T#e #i+#est s%tis)%"tio$ r%ti$+s :it# re+%rd to "ost o) o:$ers#ip %mo$+%&& mode&s %re %&& M%ruti SuHu;i 'e#i"&es, e$9 %+o$ R9 Esteem9 M%ruti 229

A&to %$d Om$i

e %re proud to #%'e t#e &o:est "ost o) oper%tio$>;m 1%mo$+ petro& 'e#i"&es8 -

t#e top mode&s %re %&& M%ruti SuHu;i mode&s, M%ruti 229 A&to9 S:i)t 9e$9

Om$i %$d %+o$ R

Ma4e#!, Re)ea2h

M%r;eti$+ m%$%+ers o)te$ "ommissio$ )orm%& m%r;eti$+ studies o)

spe"i)i" prob&ems B opportu$ities T#e( m%( re=uest % m%r;et sur'e( % produ"t

pre)ere$"e t#%t % s%&es )ore"%st b( re+io$ or %$ %d'ertisi$+ e'%&u%tio$

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M%r;eti$+ rese%r"# is t#e s(stem%ti" desi+$9 "o&&e"tio$ %$%&(sis %$d

reporti$+ o) d%t% %$d )i$di$+s re&e'%$t to % spe"i)i" m%r;eti$+ situ%tio$ )%"i$+

"omp%$(

M%r;eti$+ rese%r"# %s % s(stem%ti" +%t#eri$+ re"ordi$+ %$d %$%&(Hi$+ o)

d%t% %bout prob&ems re&%ti$+ to m%r;eti$+ o) +oods %$d ser'i"e

/e$er%&&(9 i$ I$di%9 %""ur%"( %$d re&i%bi&it( is &%";i$+ i$ most m%r;eti$+

rese%r"# i$'esti+%tio$ Let us t%;e t#e e%mp&e o) %d'ertisi$+ medi% &i;e

$e:sp%per9 TV Et"9 +i'i$+ %d'ertiseme$ts it#out % "&e%r met#odo&o+( %$d

ob?e"ti'es 1rese%r"# desi+$89 t#e rese%r"#er "%$$ot %dopt % p%rti"u&%r tr%"; )or

"o$du"ti$+ rese%r"#

%&tm%$ B *ur+er 14738 de)i$e m%r;eti$+ rese%r"# %s t#e )ie&d :#i"#

i$'o&'es t#e di%+$osis o) i$)orm%tio$ $eeds %$d t#e se&e"tio$ o) re&e'%$t

i$terre&%ted '%ri%b&es %bout :#i"# '%&id %$d re&i%b&e i$)orm%tio$ is +%t#ered9

re"orded %$d %$%&(Hed

T#e $%ture o) m%r;eti$+ rese%r"# "%$ better be u$derstood i) :e ep&%i$

it )rom se'e$ poi$ts o) 'ie:9 'iH

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45/75

MARET SEMENTATION

T#e I$di%$ %utomobi&e m%r;et is sti&& i$ its e'o&utio$%r( or e%r&( +ro:t#

st%+e T#ere)ore9 $o )ied or :ide&( %""epted met#od o) se+me$ti$+ t#e m%r;et#%s e'o&'ed %s (et Se+me$t%tio$ #%s most&( bee$ do$e o$ produ"t t(pes or

pri"e r%$+es T#ere #%s #%rd&( bee$ %$( ;i$d o) se+me$t%tio$ o$ ps("#o+r%p#i"

or be#%'ior%& p%r%meters %s see$ i$ de'e&oped "%r m%r;ets T#e se+me$t%tio$

pro'ided i$ t#is p%per is b%sed o$ %$ u$derst%$di$+ o) t#e "urre$t st%te o) t#e

i$dustr( T#ese se+me$ts %re =uite di))ere$t )rom t#e se+me$ts ;$o:$ i$ t#e

US9 Europe%$ or %p%$ese m%r;ets T#e )o&&o:i$+ se+me$ts b%sed o$ pri"e %$d

t(pe o) "%r #%s bee$ ide$ti)ied,

S/4"+ A1

E"o$om( se+me$t9 "omprisi$+ "%rs pri"ed &ess t#%$ RS 6329222 %$d i$

t#is "%te+or( M!r+% 00 M!r+% O4"% !"# A*+o %re m%?or p&%(ers :it#

M%ruti 22 %s u$disputed m%r;et &e%der

S/4"+ H1

Mid-siHe se+me$t9 "omprisi$+ "%rs i$ t#e RS 6329222 %$d Rs @329222

pri"e br%";et9 e+9 M!r+% " M!r+% A*+o S%f+ T!+! I"#%'! M!+%&

3,"#!% S!"+ro !"# F%!+ P!*%o%re m%?or p&%(ers

S/4"+ C1

!remium se+me$t9 "omprisi$+ "%rs pri"ed %t #i+#er t#%$ Rs @329222-

492229222 e+9 M!r+% E.+4 T!+! S%rr! P/o+ @0B O5* A.+r! C%*o

For# E.'or+ M%+.:%.$% L!"'r

S/4"+ D1

Luur( se+me$t9 "omprisi$+ "%rs pri"ed %t #i+#er t#%$ RS429229222 e+9 Mr'#.-H"& HM !"# A#%

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POSITIONIN

Si$"e t#e I$di%$ "%r m%r;et is i$ % st%te o) )&u9 t#e positio$i$+ o) most

"omp%$ies i$ t#e "o$sumerGs mi$d %ppe%rs to be "o$)used 0o:e'er9 t#e"omp%$ies #%'e de'e&oped im%+e-b%sed positio$i$+ str%te+ies )or t#eir br%$ds

Some o) t#em %re

M%ruti, Sm%&& Comp&ete C%r :it# V%&ue )or mo$e( "o$"ept

/e$er%& Motors Ope& 1/M8 < /erm%$ e$+i$eeri$+

D%e:oo - F%mi&( "%r

0o$d% - superior e$+i$e per)orm%$"e

!eu+eot - sou$d-)ree diese& e$+i$e

Ford - smoot# dri'e

I$di"% - more "%r per "%r

SUPPLIER

T#ere %re %bout 9532 sm%&& %$d &%r+e "ompo$e$t m%$u)%"turers i$ I$di%9 out

o) :#i"# %bout 532 %re i$ t#e or+%$iHed se"tor %$d %re re+istered :it# t#e

Automoti'e Compo$e$ts M%$u)%"turers Asso"i%tio$ T#ere is % siHe%b&e

rep&%"eme$t m%r;et )or p%rts %$d "ompo$e$ts9 but t#is m%r;et is #e%'i&(

domi$%ted b( m%$u)%"turers :#o se&& u$br%$ded produ"ts %t 'er( &o: pri"es

ADVERTISIN = COMMUNICATION

Ad'ertisi$+ i$ t#e I$di%$ p%sse$+er "%r i$dustr( #%rd&( eisted ti&& t#e

o$set o) "ompetitio$ Tod%( #o:e'er9 t#e i$dustr( is o$e o) t#e #i+#est

spe$ders o$ %d'ertisi$+ %mo$+ "o$sumer dur%b&es Ad'ertisi$+ #%s bee$

"o$"e$tr%ted to t#e pri$t medi% T#e "omp%$( %&so re"o+$iHes t#%t e))e"ti'e !R

eer"ises :ou&d be % "riti"%& "ompo$e$t o) its m%r;eti$+ e))orts i$ )uture

Re"o+$iHi$+ t#is $o: "omp%$ies %re )o"usi$+ o$ &ot o) "ompetiti'e %d'ertisi$+

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i$ :#i"# t#e )e%tures esse$ti%& or $e: '%&ue %dds %re "omp%red ete$si'e&(

M%ruti is o$ its dri'e )or t#e bi+ time LEADERS3IP FACT%d'ertiseme$t

"%mp%i+$ :or;i$+ o$ te$ "ore stre$+t#s o) M%ruti T#is "%mp%i+$ #%s bee$

ete$si'e&( &%u$"#ed t#rou+# out I$di% :it# !ri$t Medi%

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VISION AND VALUES

VISION

T$ *!#r %" +$ I"#%!" A+o4o:%* I"#.+r, 'r!+%"/ '.+o4r

#*%/$+ !"# .$!r$o*#r. !*+$J A 5r%# of I"#%!

VALUES

CUSTOMER O*SESSION

FAST9 FLEI*LE B FAST MOVER

INNOVATION AND CREATIVITY

NETOR.IN/ AND !ARTNERS0I!

O!ENNESS AND LEARNIN/

3R VISION

Le%d %$d F%"i&it%te "o$ti$uous "#%$+e to:%rds or+%$iH%tio$%&

e"e&&e$"e "re%te % &e%r$i$+ %$d 'ibr%$t or+%$iH%tio$ :it# #i+# se$se o) pride

%mo$+st its members

CULTURE HUILDIN INITIATIVES SINCE INCEPTION

K!5!". M!"!/4"+ 5$%*o.o5$, of T!4 S5%r%+

Commo$ u$i)orm

Ope$ o))i"e

Commo$ C%$tee$

Ope$ O))i"e < E%s( %""essibi&it(9 Speed(

Commu$i"%tio$ %$d de"isio$ m%;i$+

Mor$i$+ Meeti$+s

Mor$i$+ Eer"ises

TRAININ = DEVELOPMENT

A$$u%& Tr%i$i$+ !&%$ - A&& Le'e&s

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Topi"s se&e"ted b%sed o$ Visio$9 V%&ues B Dep%rtme$t%& Feedb%"; o)

Comp%$(-:ide M%$%+ers

Te"#$i"%& Tr%i$i$+ o$ &%test Te"#$o&o+ies %bro%d %t SMC9 %p%$

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M!r+% D!*r N+or8

M%ruti de%&er $et:or; is o$e o) its

+re%test stre$+t#s %$d it s"ore o'er

m%$( m%$u)%"turers due to t#is

stre$+t# o$&( It %&so )orm p%rt o) its

"ommu$i"%tio$ str%te+( b( +i'i$+

%d'ertiseme$t re&%ted it its ser'i"e

"e$tre "o'er%+e M!r+% .r%'

.+!+%o" 3!% ,! T#is $et:or; +i'eit % +i'e %d'%$t%+e o'er "omp%$ies &i;e

FIAT t#%t %re %i&i$+ )rom poor ser'i"e

"e$tre "o'er%+e %$d #%s to be%r #u+e &osses due to &ost s%&es T#e "omp%$( #%s

set up % "ommittee o) dire"tors to $e+oti%te :it# t#e 573-odd 'e$dors o$ %

re+u&%r b%sis i$ order to redu"e "osts %$d impro'e produ"ti'it(9 bot# :it#i$ %$d

outside t#e "omp%$( T$ *!+.+ L!#r.$%5 F!'+"%mp%i+$ &%u$"#ed b( t#e

M%ruti %s p%rt o) promotio$ str%te+( ('o5%. !++!'$# !+ +$ "# of r5or+) is

%&so &%(i$+ % &ot o) stress upo$ t#e ser'i"e depe$d%bi&it( o) M%ruti supp&( "#%i$

%$d its ser'i"e $et:or;

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MARUTI AUT3ORIED SERVICE STATIONS (MASS)

34


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MARUTI AUT3ORIED SERVICE STATIONS (MASS)

A NICO*AR AND0RA !RADES0 ARUNAC0AL !RADES0 ASSAM *0UTAN *I0AR C0ANDI/AR0 C0ATTIS/AR0 DADRA B NA/AR

0AVELI

DEL0I /OA /URAT 0ARYANA 0IMAC0AL !RADES0 AMMU B .AS0MIR

0AR.0AND .ARNATA.A .ERALA MAD0YA !RADES0 MA0ARAS0TRA MIORAM ME/0ALAYA NA/ALAND ORISSA !UNA* RAAST0AN TAMIL NADU UTTAR !RADES0

o NOIDA

CITY MOTORSC-6 SECTOR 5

AUTO !OINTC-427 SECTOR-6

NODIA CAR SCANA-3 SECTOR -4

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H++r Sr%' Q!*%+,

Your M%ruti is %$ %utomoti'e m%r'e& %$d t#e pride o) mi&&io$s o)o:$ers E'er( "ompo$e$t is spe"i%&&( desi+$ed to de&i'eru$m%t"#ed !er)orm%$"e9 s%)et( B Com)ort *e it M%ruti /e$ui$e!%rts or %$( p%rt *ut $o p%rt9 $o m%tter #o: stri$+e$t&(e$+i$eered9 is desi+$ed to &%st )ore'er So s#ou&d t#e $eed )orrep&%"eme$t e'er %rise9 be:%re o) spurious sp%res

T#ese "#e%p imit%tio$s &e%d to epe$si'e "o$se=ue$"es9 bot# topre'ious &i'es %$d m%"#i$e Fre=ue$t&( burde$ (our po";et :it#s&eep )ue& %$d m%i$te$%$"e bi&&s Redu"e (our priHed possessio$

to % pie"e o) ?u$; You bou+#t st%&&io$ #( +et s%dd&ed :it# %mu&e

You %re +u%r%$teed outst%$di$+ per)orm%$"e :it# M%ruti/e$ui$e !%rts !er)orm%$"e t#%t "omes )rom +e$ui$e p%rts9 m%deto t#e st%$d%rds o) t#e ori+i$%&s )itted i$ e'er( $e: M%ruti T#ese%re %ut#e$ti"%ted b( SuHu;i Motor Corpor%tio$ B M%ruti Ud(o+Ltd Moreo'er9 M!FI 'e#i"&es :#i"# +i'e (ou better per)orm%$"ere=uire e'e$ better "%re9 espe"i%&&( i$ terms o) us%+e o) M%ruti

/e$ui$e !%rts

T#ere %re t:o t(pe o) ser'i"e pro"ess4 Dire"t&(6 Eter$%&

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Po.+ .r%' fo**o 5 5ro'..

A)ter 5 d%(si$)orm%tio$ +i'e$ b(

ser'i"e %d'iser

A)ter d%(s #%$d&e b("ustomer "%re

ee"uti'e

Ti&& 2 d%(s t#ei$)orm%tio$ +i'e$ tot#e "ustomer

Diss%tis)ied re+ister#%$d&e b( ""m )o&&o:up pi"; up or o$ spotrep%iri$+

Customer do";et )i&eJCustomer "omp&%i$tJVe#i"&e #istor(Job "%rd "op(JLetter "ommu$i"%tio$JCustomer "omp&%i$t report

JS%tis)%"tio$ $ote

I) S%tis)ied9 t#%$; (ou&etter is to be se$d

3@


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For4!+ -

INSTANT FEEDHAC CARD PROCESS

33


56/75

For4!+ -2

MARUTI SERVICE QUALITY STANDARD CARD

3


57/75

37


58/75

MARUTI SERVICE 5UALITY STANDARD

Maruti

#onda

$enral Motor

%ort

3


59/75

For4!+-@

CUSTOMER SATISFACTION CARD PROCESS

T$!"8 Yo for /++%"/ ,or '!r .r%'#!+ o+ or8.$o5 o*# *% +o 8"o

$o 5rfor4# P*!. .5!r ! f 4o4"+. +o /% . ,or

!*!:* f#:!'8 o" +$ fo**o%"/ !. %+ %** $*5 . %" %45ro%"/

or .r%'.

!&e%se put % ti"; m%r;1 8 i$ t#e %ppropri%te bo

E'**"+ oo# Ar!/ U"!''5+!:*

4 De&i'er( o) 'e#i"&e o$ time

6 A'%i&%bi&it( o) sp%re p%rt )or t#e ser'i"e

5 0o: mu"# time is t%;e$ to rep%ir t#e 'e#i"&e b( our

@ *e#%'iors o) st%)) duri$+ ser'i"i$+ o) 'e#i"&e

3 Abi&it( o) st%)) to u$derst%$d prob&em :it# 'e#i"&e

or; do$e %t de&i'er( %$d det%i&s o) epe$ses

7 /etup o) 'e#i"&e %$d its "&e%r$ess

Mode o) p%(me$t

A&& t#e $e"ess%r( rep%irs do$e

42 #%t ;i$d o) )eedb%"; is %s;ed )orm u %)ter ser'i"e

44 F%"i&it( o) ser'i"e %$d m%i$te$%$"e

46 A)ter ser'i"e :#et#er t#e i$)orm%tio$ #%s bee$"o&&e"ted )orm (ou

45 #%t did t#e( i$)ormed (ou %)ter ser'i"e

4@ Ru&e o) ser'i"e "#%$+e

43 !&e%se des"ribed t#e :#o&e mode o) t#e ser'i"e"e$ter :or;

As per (our s%tis)%"tio$ :ou&d (ou &i;e to su++est %$( o$e %bout our :or;s#op )or t#eser'i"e Y. No M!,: Nr

3


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CUSTOMER SATISFACTION SURVEY

I" '.+o4r .!+%.f!'+%o" M!r+% U#,o/ L+# %. No fro4 *!.+ 7 ,r.

T$%r 'rr"+ '.+o4r .!+%.f!'+%o" %"# %. B6? +$,

r +r,%"/ $!r# +o r!%. '.+o4r .!+%.f!'+%o" %"# 5 +o

00

0

0

0

0

)00

aruti $eneral

Motor

#onda %ord a a

2


61/75

SURVEY

O$e o) t#e most "ommo$ %$d :ide&( used prim%r( d%t% "o&&e"tio$

met#ods is sur'e( it# use o) sur'e(9 :e "%$ +%t#er % :ide r%$+e o) '%&u%b&e

i$)orm%tio$ o$ o'ert be#%'ior o) t#e "o$sumer9 'iH9 %ttitudes moti'e9 %$d

opi$io$s T#e e%r&ier t:o met#ods 1obser'%tio$ %$d eperime$t8 %re $ot

"%p%b&e to (ie&d su"# i$)orm%tio$ T#e prim%r( d%t%9 usi$+ %$( o) t#ese t#ree

%bo'e me$tio$ed met#od "%$ be "o&&e"ted )rom %$( popu&%tio$ "omprised %$(

t(pe o) respo$de$t +roup &i;e "ustomers9 midd&eme$9 "ompetitors9 s%&esme$9

"omp%$( emp&o(ees9 et"

Sur'e(s %re best suited )or des"ripti'e rese%r"# Comp%$ies u$dert%;e

sur'e( to &e%r$ %bout t#e peop&es ;$o:&ed+e9 be&ie)9 pre)ere$"es9 %$d

s%tis)%"tio$ %$d to me%sure t#ere m%+$itudes i$ t#e +e$er%& popu&%tio$

MARUTI SOT ANALYSIS

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STRENT3

E%r&( mo'er Ad'%$t%+e

Est%b&is#ed supp&( "#%i$s %$d de%&er $et:or;s

Stro$+ br%$d $%mes

/ood reput%tio$ %mo$+ "ustomers

Cost %d'%$t%+es )rom E"o$omies o) s"%&e

Mus"&e po:er i$ +o'er$me$t po&i"ies

ider ser'i"e $et:or;

*etter ser'i"e =u%&it(

+,A-N,SS

L%"; o) i$ #ouse RBD spe$di$+

Re%"ti'e i$ &%u$"#i$+ $e: mode&s

Cost %d'%$t%+e i$ M%ruti 22 se+me$t +oi$+ do:$

No prese$"e i$ diese& e$+i$e se+me$t :#i"# is +i'es post pur"#%se )ue&

e"o$om(

Disi$'estme$t po&i"( %mbi+uit( is p&%(i$+ o$ )uture str%te+ies

*#R,A*

S#i)ts i$ "o$sumer t%stes %:%( )rom t#e )irmGs produ"ts

Emer+e$"e o) substitute $e: mode&s b( "ompetitors

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Disi$'estme$t pro"ess +etti$+ s&o:er %$d de"re%si$+ e))i"ie$"(

M%ruti 22 s%&es +oi$+ do:$ :#i"# is st%r per)ormer o) "omp%$( ti&& $o:

/o'er$me$t de"re%si$+ "ustom duties o$ se"o$d #%$d %$d imported "%rs

T%t% I$di"% %$d 0(u$d%i +etti$+ #o&d i$ medium siHe se+me$t

.PP.R*/N*

Ne:"%r "%$ be &%u$"#ed

*%tter( C%rs:it# &o: pri"e

Disi$'estme$t %$d SuHu;i +%i$i$+ )u&& "o$tro&

Diese& '%ri%$ts o) $e: "%rs

0u+e i$st%&&ed "%p%"it( "%$ be used )or eports )rom I$di%

Rur%& "ustomers "%$ be +r%du%ted )rom s"ooter to e$tr( &e'e& M%ruti

22

Risi$+ midd&e "&%ss i$"ome

Fi$%$"i$+ optio$s

Se"o$d #%$d "%r s%&es m%r;et

Auto p%rts m%r;et

SCM STRATEIES

SCM .+r!+/%.1

It e$"omp%sses %&& pro"esses )rom WMo+$r !r+$ +o 5o%"+ of .!*9 Se%m&ess)&o: o) m%teri%& %$d i$)orm%tio$ is t#e ;e( )or supp&( "#%i$ T#is #e&ps i$

5


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redu"i$+ i$'e$tor( :#i"# i$ tur$ &e%ds to &o: "osts %$d i$"re%ses )&eibi&it(9impro'i$+ pri"e-'%&ue o))eri$+s T#is resu&ted i$ redu"i$+ t#e i$di+e$ousi$'e$tor( &e'e& %t MUL +o 2B #!,. %"BB-BB fro4 "%" #!,. %" BB>-B6

M!+r%!* $!"#*%"/ !"# .+or!/1

T#is is bei$+ e))e"ti'e&( m%$%+ed b( usi$+ re"("&%b&e p%";%+i$+ :it# p&%sti"bi$s %$d met%& tro&&e(s T#is #%s do$e %:%( t#e ?ob o) u$p%";i$+ t#e supp&ies%t t#e )%"tor( u$it It %&so %ids de"e$tr%&iHed u$&o%di$+ $e%r t#e %ssemb&( &i$e%$d uses +r%'it( "o$'e(ors usi$+ $o e&e"tri" po:er or m%$po:er

E+"## "+r5r%.1

MUL de'e&oped % &o$+-term re&%tio$s#ip :it# t#e 'e$dors b( &oo;i$+ %t t#em%s ete$ded e$terprises It trusted its 'e$dors to t#e ete$t o) %s;i$+ t#em to dose&)-i$spe"tio$ o) p%rts supp&ied b( t#em %$d b( $ot +oi$+ i$ )or % se"o$d=u%&it( "#e"; %t t#e )%"tor( poi$t T#is #%s resu&ted i$ mi$imiHi$+ dup&i"%tio$o) :or; %$d t#us %'oidi$+ per)orm%$"e o) $o$-'%&ue %ddi$+ %"ti'ities

V"#or .*'+%o"1

Mu"# %tte$tio$ #%s bee$ p%id b( MUL i$ t#e se&e"tio$ o) its 'e$dors %s most o)t#em #%'e bee$ ide$ti)ied %s OEMs %'oidi$+ Tier-I "%te+or( T#is #%s &ed to %$e))e"ti'e per"o&%tio$ o) %&& SCM pr%"ti"es %"ross t#e or+%$is%tio$

Mo#*!r%&!+%o"1

T#is #%s bee$ t#e ;e( %re% o) )o"us )or MUL It e$"our%+ed proimit(:%re#ousi$+ b( &o"%ti$+ most 'e$dors $e%r b( t#e )%"tor( u$it %t /ur+%o$Modu&%riH%tio$ o) 'e$dors #%s #e&ped MUL i$ %ddressi$+ t#e spe"i)i"

prob&ems o) % p%rti"u&%r set o) 'e$dors

M!+r%!* +r!".5or+!+%o"1

T#is is t#e most t%$+ib&e )orm o) &o+isti" "ost %$d t#is #%s bee$ %"#ie'ed b( %mi&;-ru$ s(stem T#is u$i=ue met#od o) poo&i$+ supp&ies o) '%rious 'e$dors o)o$e %re% i$ % tru"; #%s resu&ted i$ % dr%sti" "ut i$ t#is "ost MUL ide$ti)ied t#e'e$dors &o"%ted i$ % p%rti"u&%r %re%9 "&%ssi)ied t#eir produ"tio$ p%tter$ %$d%"#ie'ed tr%$sport%tio$ o) supp&ies )rom t#em %t o$e +o

D*%/$+ '.+o4r.1

@


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*( pro'idi$+ better pri"e-'%&ue o))eri$+ T#is "%$ be %"#ie'ed b( re-e$+i$eeri$+ %$d re-"o$)i+uri$+ pro"esses t#%t redu"e "osts At M%ruti9 t#is #%s

bee$ su""ess)u&&( %"#ie'ed b( %d#eri$+ to ;%iHe$ pri$"ip&es di&i+e$t&(

E-.o*+%o"1

T#e m%;er o) t#e &itt&e "%r t#%t m%r;ed t#e be+i$$i$+ o) % $e: re'o&utio$ i$ t#e%uto se"tor9 t#is #ome+ro:$ s(stem :%s ete$ded to its s%&es %$d de%&er$et:or; t#rou+# %$ em%i&-b%sed orderi$+ s(stem :it# %bout 632 out&ets Fori$st%$"e9 i) % de%&er #%s to p&%"e %$ order9 #e +e$er%tes it i$ #is o:$ m%"#i$e:it# %&& t#e spe"i)i"%tio$s 1e+ "o&or9 mode& et"8 %$d se$ds it t#rou+# %$ em%i&to M%ruti T#e s(stem t#ere %utom%ti"%&&( "#e";s t#e order9 "&%ssi)ies it%""ordi$+&( %$d se$ds it to t#e respe"ti'e d%t%b%se

3


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RECOMMENDATION4 *%&e$o :#i"# #%s bee$ r%$;ed )irst s#ou&d &%u$"# some upper +r%de

'%ri%$ts o) t#is "%r be"%use it is $ot bei$+ :ide&( e$dorsed b( upper i$"ome

+roup6 Esteem %$d *%&e$o s#ou&d t%;e$ "orre"ti'e me%sures )or te"#$o&o+i"%& up

+r%d%tio$9 to impro'e t#eir per)orm%$"e su"# %s- )ue& e))i"ie$"(9 &o:

m%i$te$%$"e %$d =u%&it( st%$d%rd up to "ustomer epe"t%tio$

5 No$ perso$%& too&s #%'e %$ imp%"t i$ bu(i$+ "riteri% o) t#e "ustomer :#ere

&uur( "%r m%r;et %s :#o&e s#ou&d t%;e "orre"t me%sure to impro'e t#eir

%d'ertiseme$ts so t#%t t#e( m%( seem $ubi&e9 b%ir( %$d )u$ "r%H( to i$)&ue$"e

t#e de"isio$ pro"ess o) bu(ers

@ M22 %$d Om$i %re re=uired to t%;e some steps to impro'e t#eir &oo;s

3 Dis"ou$t s"#eme #%s $o e))e"t i$ bu(i$+ de"isio$ i$ "%se o) A&to %$d

Esteem #e$"e t#e( s#ou&d m%;e t#eir dis"ou$t s"#eme %ttr%"ti'e sur'e( %$d

"ustomer

M%ruti s#ou&d bro%de$ t#eir s%&es ser'i"es9 $et:or; %$d sp%re p%rts

%'%i&%bi&it( be"%use it is prime "riterio$ o) bu(i$+ pro"ess

7 *%&e$o %&t#ou+# #%s bee$ r%$;ed $o 4 "%r it %s &uur( "%r9 #%s u$su""ess)u&

to r%ted "ustomer mi$d %$d per"eptio$ %s )%r %s &%"; o) t#e "%r %re "o$"er$ed9

#e$"e it s#ou&d t%;e me%sures to +i'e its siHe %$d s#%pe $e: &oo;

LIMITATION OF THE STUDY

4 T#e edu"%tio$%& B %:%re$ess &e'e& o) t#e respo$de$ts :it# respe"t to t#e

=uestio$$%ires is &o: 0e$"e t#e( respo$d o$e =uestio$ i$ %))irm%ti'e9

but s%me i$terre&%ted =uestio$ #%s bee$ respo$ded i$ $e+%ti'e

6 T#e s%mp&e < p&%$ is too sm%&& to +i'e t#e rese%r"# % :ide "o'er%+e :it#

re)ere$"e to t#eir opi$io$

5 S%mp&e


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@ T#e respo$de$t i$"&ude t#ose peop&e :#o #%s "%r 1but $ot % spe"i)i"%&&(

% &uur( "%r8 %$d #e$"e9 t#eir opi$io$ "ou&d be b%sed :it# t#e &o:er

i$"ome +roup

3 T#e respo$de$ts %re $ot i$terested to re'e%& t#eir i$"ome &e'e& C%usi$+% #urd&e i$ )i$di$+ out t#e pri"e %s % bu(i$+ de"isio$

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FINDING 6 INTERPRETATION

4 #e$ I sur'e(ed t#e "o$sumer9 t#e$ I )ou$d t#%t peop&e be&o: 49229222

i$"ome +roup is pre)erred 5632K M%ruti229 5@K Om$i %$d 26K

M%ruti e$ Esteem is $ot pre)erred b( t#e be&o: i$"ome +roup

6 49229222-59229222 i$"ome +roup pre)erred 63@K Me$9 @236K

%+o$R %$d 4436K A&to i$ t#e %bo'e 522222 i$"ome +roup pre)erred

5@Kb%&e$o9 32@K S:i)t9 4436K %+o$R %$d 7K Me$

5 Ne:sp%per %re most %))e"ti'e %d'ertiseme$t mode T#e b%&e$o +ot

6K9 "it( 435K9 s%)%ri 4436K %$d Sie$% 5@K I$ t#e TVse"tio$9 o$&( "it( +ot 7K i$ t#e m%+%Hi$e e))e"ti'e$ess t#e b%&e$o

+ot 5@K9 "it( i$ $i&9 s%)%ri 435K %$d sie$% 4436K o$&( s%)%ri +ot

t#e 5@ o) t#e sur'e( report mode o) %d'ertiseme$t

@ I$ t#e r%te o) e))e"ti'e$ess o) di))ere$t s%&e promotio$%& %"ti'ities9 i$ t#e

:%rr%$t( se"tio$9 b%&e$o #%s 4436K9 "it( 5@K9 s%)%ri 7K %$d

5@K i$ pri"e s"#eme se"tio$9

3 K b%&e$o9 5@K9 "it(9 5@Ks%)%ri %$d 4436K Sie$% I$ +u%r%$tee

se"tio$4436 K b%&e$o9 7K "it(9 435 K s%)%ri %$d 5@K Sie$% I$

dis"ou$t s"#eme se"tio$ s%)%ri %$d "it( +ot t#e respo$se T#e per"e$t%+e

is 5@K "it(9 5@K s%)%ri

T#e most s%tis)(i$+ %)ter s%&e ser'i"es is M%ruti b%&e$o 9 %)ter t#is s%)%ri

t#%$ t#e "it( %$d Sie$%

7 I$ t#e su++estio$ o) ot#er se"tio$9 I )ou$d out t#%t t#e M%ruti b%&e$ot%;e t#e &e%d to #is "ompetitors

O$ t#e b%sis o) t#ese )i$di$+ :e "o$"&uded t#%t t#e b%&e$o +ot t#e )irst

r%$;i$+ %mo$+ its "ompetitors T#e re%so$s be#i$d t#%t t#e b%&e$o is t#e

M%rutis produ"t9 %)ter s%&es ser'i"es %re more s%tis)(i$+9 e%s(

%'%i&%bi&it( o) sp%re p%rts9 pri"e %$d &oo;s

T#e most s%tis)(i$+ better ser'i"es =u%&it( pro'ided i$ M%ruti ser'i"e

"e$ters


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SUMMARY AND CONCLUSION

A)ter %$%&(Hi$+ t#e =uestio$$%ire %$d stud(i$+ t#e )%"ts %'%i&%b&e i$ t#e

m%+%Hi$es I "%$ "o$"&ude t#%t t#ere is $o "o$tro'ers( to te&& t#%t M%ruti Ud(o+Ltd is sti&& t#e u$disputed ;i$+ i$ "%rs m%r;et to #%'e % m%r;et s#%re o) 33K


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*ut t#e times %re $o: "omi$+9 "o$sumers per"eptio$s %re %&so "#%$+i$+ %t %

+re%t p%"e

I$ t#e m%r;et s#%re o) 3K o) M%ruti9 t#ere is % +re%t "o$tributio$ o)

SuHu;i9 :#e$ M%ruti #%'e $o stro$+ "ompetitor *ut tre$ds #%'e "#%$+ed $o:

A)ter "omi$+ o) 0o$d% %$d T%t%9 peop&e #%'e % +ood "#oi"e due to

"#%$+i$+ $eeds %$d dem%$ds o) +e$er%& peop&e T#e( bri$+ $e: "o$"ept i$

"%rs re+u&%r&( It pro'ides +ood =u%&it( i$ '%rious %spe"ts

A/ F!'+or, As bei$+ t#e o&dest "omp%$( M%ruti #%'e 3K m%r;et s#%re i$

"%rs9 but i) :e "o$sider t#e %+e )%"tor :e )i$d t#%t ot#er "omp%$ies impro'ed

t#eir positio$ i$ )our :#ee&er m%r;et

C*!.. 1M%ruti #%'e % +ood m%r;et s#%re i$ &o:er i$"ome +roup *e"%use9 t#e

peop&e o) t#is i$"ome +roup #%'e $o "#oi"e M%ruti229 M%ruti e$9 %$d A&to

%re t#e popu&%r br%$d i$ t#is se+me$t *e"%use t#e )our :#ee&er is % su""ess

:#i&e t#e #i+#er i$"ome +roup is "o$siders )our :#ee&er is % $e"ess%r( t#i$+ to

t#ese peop&e but it %&so m%i$t%i$ t#eir $%ture

T#e #i+#est i$"ome +roups $eed is di))ere$t Sm%&& "%rs %re $ot %

$e"essit( to t#em T#ese peop&e pre)er9 +e$er%&&( "ost&(9 +ood t#i$+s %""ordi$+

to t#ere presti+e

Af+r .!*. .r%'1

e %&& ;$o: t#%t t#e produ"ti'e %$d e$dorseme$ts o) t#e )our :#ee&er is

=uite #i+#9 so it is di))i"u&t to m%i$t%i$ t#eir =u%&it( o) %)ter s%&e ser'i"es t#us it

be"omes mu"# more import%$t )or t#e "omp%$( to #%'e % step #e%d o) its

"ompetitor b( pro'idi$+ better %)ter s%&es ser'i"es T#is "%$ #e&p t#e "omp%$(

to i$"re%se it s%&es %$d %&so to m%;e % "ustomers br%$d &o(%&t(

I$ )our :#ee&er m%r;et %)ter s%&es ser'i"es :or;s %s % %d'ertisi$+ too&

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BIBLIOGRAPHY

I$ order to prep%re m( rese%r"# pro?e"t report9 I #%'e +o$e t#rou+# t#ese

boo;s B m%+%Hi$es,

!#i&ip .ot&er , M%r;eti$+ M%$%+eme$t

R%m%$u? M%Hoomd%r , !rodu"t M%$%+eme$t i$ I$di%

A B M

Ne:s !%pers

*usi$ess Tod%(

:::m%rutii$di%"om

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:::m%rutisuHu;i"om

:::%uto"%ri$di%"om

:::m%rutiud(o+"om

5UESTIONAIRE

NAME1-

ADDRESS1-

CONTECT NO

Q - 4,- Do (ou #%'e % )our :#ee&er 1A8 YES X

1*8 NO X

Q < 6,- I) (es9 :#i"# "omp%$( do (ou #%'e

1A8 M%ruti X

1*8 T%t% X

1C8 0(u$d%i X

XD 0o$d% X

76
http://www.marutisuzuki.com/http://www.marutisuzuki.com/


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Q < 5,- Spe"i)( t#e pri$t medi% :#i"# i$)&ue$"ed (ou most i$ bu(i$+ it

1A8 NES!A!ER X

1*8 TV ADS B MOVIES X 1C8 OT0ERS X

Q < @,- #i"# )e%tures o) )our :#ee&er %))e"ted (our bu(i$+ de"isio$

1A8 LOO.S>STYLE X

1*8 MAINTENANCE>MILA/E X

1C8 !IC.U!>!OER X

1D8 RE-SALE VALUE X

1E8 !RICE X

1F8 AFTER SALES SERVICE X

Q


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Q


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Q

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