Toyota Final Project Report

GLOBAL BUSINESS SCHOOL

\ A PROJECT REPORT DISSERTATION ON “To Understand the customer satisfaction for pre and

Post sales’’ AT SHODHA TOYOTA (HUBLI)

Submitted to in partial fulfillment of the requirement of the

Degree of POST GRADUATE DIPLOMA IN MANAGEMENT AND MASTER IN INTERNAIONAL MANAGEMENT 2008-2010

GLOBAL BUSINESS SCHOOL OF MANAGEMENT. Bairidevrakoppa, behind of Hyundai showroom, Hubli.

Submitted BY SABANNA.T.TELSANG REG NO. 12 UNDER THE GUIDENCE OF

Internal External

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http://www.toyotabharat.com/


Prof.Santosh Nandur Mrs.Shilpa

Jatteppanava

S.NO CONTENTS PG ,NO

1 Introduction 32 Showroom photo 43 Company address 54 The company road map 55 Dealer mission 66 Unique 3s 67 Contact persons 78 My objectives 89 Product detail 8,9

10 Company Marketing aria 911 Company Touch points 9,1012 Company mission 1013 Objective of the company 1014 Organization strengths 1115 Working hours of employees 1116 Canteen facilities 1117 Technical specification of company products 12,3018 Awaited modals of company products 3119 Special features 3120 Story of Toyota company 3321 Employees job description 3323 Customer serve report 34,5024 Company organization chart 5125 Questionnaire 52,5426 Suggestions 5527 Declaration 5628 Conclusion 57

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Introduction:

Shodha motors Pvt. Ltd., is the exclusive 3S dealership of Toyota Kirloskar Motors Ltd. 3S Stands for sales, service and spare parts under one roof is Toyota‘s unique Approach to customer care and service. Shodha Toyota is one of the first of its kind in Hubli, similar to other Toyota dealership in India, meeting Toyota international standards. It is fully equipped with all tools, Equipments and spare parts, from the day of commencement of its operations. Mr. Yamazaki Managing Director, Toyota Kirloskar Motors Ltd., in the presence of the honorable Minister for large and medium industries, Govt of Karnataka Mr. .R V Deshpande , the deputy managing director of TKML ,Mr.K.K Swami ,and director of marketing TKML , Mr. S. Aoki , inaugurated Shodha TOYOTA on 28th April 2001 .

Shodha Toyota Consist of the Following Board of Directors

Managing Director : Mr. Prasad DeshpandeCEO : Mr. Ganesh kumarDirector : Mrs.Prakash naik , Kalpana Naik Director : Mrs. Meghana Deshpande

Qualis is a quality proven multi purpose vehicle, which was launched in the year 2000. The organization has a strong sales team, which sells more than 30 Vehicles in a month. It also conducts various promotional activities as and when required. The service is also not weak in serving the vehicles. Minimum 10 vehicles per Day come for service. The service team provides a satisfactory service to the customers. This can be verify by Customer Relation Officer who is always in touch with the customer and follows up the customers which includes both purchased as well as serviced one. The Organization believes in ‘’ KAIZEN’’ (continuous improvement) Principle. where in each individual and process has to improve continuously. Shodha Toyota is ISO certified company, which speaks about the standard Working conditions.

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http://www.shodhatoyota.com/index.asp

http://www.toyotabharat.com/


CONTACT US

Shodha Motors Pvt LtdOpp.KSFCHubli Dharwad Road (NH4)RayapurHubli-580 002

Telephone: +91-83-6222-5001/2/ 3

Fax:+91-83-6222-5004

E-mail:[email protected]

ROAD MAP

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mailto:[email protected]

mailto:[email protected]


DEALER PRINCIPAL

Mr. Prasad Deshpande

DEALER MISSION

"Total customer satisfaction is our mission". To achieve this we will always strive to improve processes continuously and deliver quality service as per customer needs and thus build "Customer for Life".

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By Integrating sales, after-sales service and service parts storage in a single convenient location, 3S dealers contribute to the High level of quality associated with Toyota throughout the World.

CONTACT PERSON

Mr. Ganesh KumarCEO

Mobile: +91-99728-44388

Mr. Govind GovannavarHead - Customer Service

Mobile: +91-99728-44577

Mrs.Shilpa JatteppanavarManager - Customer Relations

Mobile: +91-97313-98003

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http://www.shodhatoyota.com/html/service.htm

http://www.shodhatoyota.com/html/spares.htm


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Innova

Innovating to provide All you desire: TOYOTA KNOWS THE ROADS OF THE WORLD. This unmatched expertise and experience has been combined with a deep understanding of what owners look for in their cars to give shape to a never-before automobile, The Toyota Innova. The Innova is a result of a unique process that has broken new grounds in the way automobiles are created. The Innova brings together qualities never before seen together in an automobile. Fantastic ride quality and luxury coupled with versatile space; superior performance and driving pleasure with world class safety, advanced styling with solid durability..

Prado

Go Ahead and Conquer them all. Other cars will slow down and give way. The SUV..Ultimate from Toyota. An absolute powerhouse that goes to any extreme. With sculpted looks, spoiling comfort and thrilling features. City lanes or jungle trals. Gushing streams or rushing traffic. On road or off it. On your Land Cruiser Prado..go ahead, conquer them all....

Camry

Toyota's flagship Prestige sedan. It delivers the highest standards of driving refinement and performance. The Camry's spacious, luxurious and quite cabin has a finely crafted interior that provide unparalleled comfort. The driver and passengers are provided with an array of thoughtful amenitities designed for....

Corolla AltisOnce in a lifetime comes a car that redefines luxury and style. Which looks and feels like it belongs to a class above. And provides a driving experience so far beyond anything you’ve experienced, that you’ll either be overcome with awe, or stunned by envy. The all-new Corolla Altis.


TOYOTA COMPANY MARKETING AREA

1) DAVANGERI 7) BAGALAKOT

2) HAVERI 8) RAICHURE

3) BALLARI 9) GADAG

4) DHARWAD 10) BIJAPUR

5) BELGAUM 11) GULBURGA

6) KOPPAL 12) BIDAR

TOUCH POINTS FOR THE CUSTOMER

Toyota company : First touch point is showroom, while the customer will coming the showroom first security will well come them, and well great them then second point is while the customer entering the showroom the company employees will well come them and well greeting them very well, and tee, copy will give them and employees will do request to the customer to sit on the chair they will have chair salesman will explain about product, and another one very important customer touch point is company have beautiful girls, these girls will also well come them great them and will explain about which product they have. And will give them quotation to the customer about which product they have chosen. Then sales person and tally calling team keep touch with them.

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The Mission statement of Shodha Toyota “Total customer satisfaction is our mission. To achieve this we will always strive to improve processes continuously and deliver quality service as per customer needs and thus build Customer for Life’’.

Objectives for Shodha Toyota* To understand & define customer vehicle requirements clearly and executing the order as per the sales Process so as to achieve 100%customer satisfaction.

* To procure spare parts and materials from approved suppliers and keep optimum stock levels so as that Customer requirement fulfilled.* To understand and define customer service needs clearly and executing them as per service process so as to Achieve 100% customer satisfaction.* To allocate work competent personal and improve their competence level through effective training.* To improve process continuously at every opportunity.* To maintain pressure environment, hygienic facilities and clean atmosphere with an aim to serve people and Society.* To meet the requirements of all interested parties’ viz., suppliers, directors, employees, Toyota kirlosker motor Ltd., suppliers and statutory and regulatory bodies with en aim to enhance stockholder satisfaction.

The Human Resource Department governs the activities of

Recruitment Selection Training and development

The Organization conducts strong in house training programmes for new as (200903) well as presently working employees.

Strength of the organization: The organization has strength of minimum 80 employees, which varies according to the requirement.

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Working hours of employmentIn Shodha Toyota, the employees work for eight hours per day and enjoy holiday on Sundays.

Service 9:00am To 6:00pm Sales 9:00am To 6:30pm Admin & Finance 10:00am To 7:00pm

Sunday will be a holiday.

Canteen Facility The employees as well as customer can enjoy the food (veg & non-veg) in organization it self. Shodha Toyota has a canteen facility where in the employee gets subsidized food where as customer get the same thing at a cheaper rate.

Toyota Corolla

Corolla with its superior design and features are fully loaded with luxurious interior. Interior of this car include leather upholstery, two tone color scheme, wood grain central console, lumbar support, elevated seating, superior cooling, 6 CD play audio system, premium sound, audio controls on steering wheel etc. Safety features include dependable airbags, collision test, safe brake pedal design, 3 point ELR/ALR seat belts etc.

It includes the following models:

Corolla 1.8 E

Corolla 1.8 G

Corolla 1.8 J

Corolla Altis

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http://auto.indiamart.com/cars/toyota-corolla/#18-j

http://auto.indiamart.com/cars/toyota-corolla/#18-g

http://auto.indiamart.com/cars/toyota-corolla/#18-e


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Corolla 1.8 E

It has special features like 5 M/T, Fabric or leather seat, wood grain panel, fog lamp, 6 speaker, in dash 6 CD changer, silhouette meter etc.

View Technical Specification of Corolla 1.8E

Corolla 1.8 G

With all the features in Corolla 1.8G, it has special feature like 4 A/T.

View Technical Specification of Corolla 1.8G

Corolla 1.8 J

It has special features like 5 M/T, fabric seat, manual air-conditioning, AM/FM radio/cassette, 4speaker, analog meter etc.

View Technical Specification of Corolla 1.8J

COROLLA ALTIS

Price Range:- Rs 10 lakh and Rs 13 lakhs.

The all-new Corolla Altis redefines luxury and style. This dynamic and advanced car has a lower and wider body which provides a stable ride, and presents a more bold and advanced lock. Its other special features are multi-information display, dependable GOA body, diffusing washer spray, anti-lock brakes, slidable armrest, optitron meter and vanity mirror.

View Technical Specification of Corolla Altis

http://auto.indiamart.com/cars/toyota-corolla/#tech





TECHNICAL SPECIFICATIONS OF TOYOTA INNOVA

Grade

E G V

Model Code

G1 G4

Seating Capacity

7S8S

8S 8S7S8S 8S7S8S

Engine

Diesel

Petrol

Diesel

Petrol

Diesel

Petrol

Diesel

DIMENSIONS

Overall L x W x H

4555 mm x 1770 mm x 1750 mm

Wheel Base

2750 mm

Minimum Ground Clearance

176 mm

Minimum

5.4 m

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Turning Radius

Tyres

205 / 65R15

Gross Weight (kg)

22402240

2290

2240

2290224

02290

ENGINE

Engine Type

16V DOH

C

16V DOHC

16V DOHC 16V DOHC

Fuel Delivary System

Common Rail

EFI w/ VVT-i

Common

Rail

EFI w/

VVT-i

Common Rail

EFI w/

VVT-i

Common Rail

Displacement cc(cm3)

24941998

2494

1998

2494199

82494

Max Output KW(ps) @ rpm

75 (102)

@ 3600

100 (136) @ 56

75 (102)@ 3600

100 (136) @

5600

75 (102)

@ 3600

100 (136) @

5600

75 (102)

@ 3600

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00

Max Torque Nm(kg-m) @ rpm

200(20.4)

@ 1400

-3400

182(18.6) @ 4000

200(20.4) @ 1400-

3400

182(18.6) @

4000

200(20.4) @

1400-3400

182(18.6) @

4000

200(20.4) @

1400-3400

Fuel Tank Capacity (Ltrs)

55

CHASIS

Front Suspension

Independent, Coil Spring, Double Wishbone, with Stabilizer

Rear Suspension

4-Link, Coil Spring

Front Brake

Disc

Rear Brak

Drum

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e

Transmission

5 M/T

EXTERIOR FEATURES

Tubeless Tyres

Alloy Wheels

Wiper Front

Mist Mist

Intermittent +

Mist

Intermittent + Mist

Intermittent +

Mist

Intermittent + Mist

Wiper Rear

Fog Lamps Front

Outside Rear View Mirrors

Black /

Manual

Colour /

Manual

Colour / Manual

Colour /

Manual

Chrome

/ Electrica

l

Chrome / Electrical

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INTERIOR FEATURES

Digital Clock

Tachometer

Tripmeter

Door Ajar Waning

Seat Belt Waning

Driver

Only

Driver Only

D + P

D + P

Front Map Lamp (with Sunglass Holder)

Pow

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er Outlet (DC) (Cigraette Lighter)

Glove Box

Sunvisor (Driver with Ticket Holder)

Sunvisor (Passenger)

with vanity

mirror

Wooden Panel

SEAT & INTERIOR TRIM

Front Seats

Separate(1+1)

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Rear No.1 Seats

Captain Seat (1+1)

2+1(6/4 tumble)

2+1

(6/4 tumble)

2+1

(6/4 tumble)

2+1(6/4 tumble)

Captain Seat(1+1)

2+1(6/4 tumble)

2+1(6/4 tumble)

Captain Seat(1+1)

2+1(6/4 tumble)

Rear No.2 Seats

2+1(5/5 with Space-up)

Front Seat Slide

Rear No.1 Seat Slide

Reclining Seats (all)

Seat Material

PVC PVCFabr

icFabric

Fabric

High

Fabric High

COMFORT & CONVENIENCE

Air Condition

Manual /

Singl

Manual /

Manual / Dua

Manual /

Manual / Dua

Manual /

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Type e Single l Dual l Dual

Tilt Steering Column(Manual)

Power Steering

Power Windows

Auto

down(Driver

s Side

)

Auto down(Driver

s Side)

Auto

down(Driver

s Side

)

Auto down(Driver

s Side)

Child Lock

Rear Window Defogger

Wireless Door Lock

Audio System

1 Din AM/FM CST

1 Din AM/F

M CST

2 Din AM/FM CST 1-

2 Din AM/F

M CST 1-CD (with

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http://auto.indiamart.com/cars/toyota-innova/

http://auto.indiamart.com/cars/toyota-innova/


CD (with

MP3)

MP3)

Speaker

4 no's

4 no's4

no's4 no's

6 no's

6 no's

SAFETY

Goa Body

ABS

SRS Airbags

(D

+ P)(D +

P)

Immobiliser

COLOUR

White

Super White

Silver Metallic

Beige

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Mica Metallic

Dark Red Mice Metallic

Light Green Mica Metallic

Black Mica

Toyota Prado

Toyota Prado with its sturdy but elegant, strong but sophisticated structure is one of the all in one mid size sport utility vehicle in the market. It is well equipped with the various high end standard equipments.

It can be found with various type of transmission like 6speed manual transmission, 5 speed automatic and manual transmission, 4 speed overdrive automatic transmission. It has several other features like black color front and fear bumpers, multi-reflector front headlamps, black color radiator grille, black color exterior mirrors, front and rear mud flaps, molded door trims with integrated armrests, molded headlining with cloth facing, fully trimmed compartment, driver's footrest, front bucket seats, power windows with driver auto/up down and anti-jam function, intermittent rear wiper and washer, rear window demister, low fuel warning light, headlamp on/off, AM/FM radio with MP3 compatible single disc CD player with 6 speakers and antenna in rear side glass, engine immobilizer, remote central locking including tail gate etc.

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http://auto.indiamart.com/cars/toyota-prado/



It is found in different colors: Black Beige Metallic

Dark Red Mica

Silver Metallic

White

TECHNICAL SPECIFICATIONS OF TOYOTA PRADO

Dimensions

Overall

Length (mm) 4715

Width (mm) 1875

Height (mm) 1905

Front Overhang (mm) 855

Rear Overhang (mm) 1070

Wheelbase (mm) 2790

Front track (mm) 1575

Rear track (mm) 1575

Capacity

Min ground clearance (mm) 220

Maximum negotiable angle (degree)

42

Angle of approach (degree)

32

Angle of departure (degree)

26

Ramp break over angle (degree)

20

Wading depth (mm) 700

Limit angle of vehicle turn over (degree)

42

Gross vehicle weight (kg) 2850

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Curb weight (kg) 1900-2070

Seating capacity (person)

8

Engine Type: 1GR-FE, Petrol

Displacement (cc) 3956

Configuration V6

Valve mechanisam DOHC VVT-i, 24 valve

Fuel injection system EFI

Power 173kW(235PS)@5200rpm

Torque 362Nm(36.9 kg-m)@3800rpm

Fuel tank capacity (litre) 87

Power Train Type: 5-Speed Automatic

Gear ratio

1st 3.520

2nd 2.040

3rd 1.400

4th 1.000

5th 0.716

Reverse 3.224

Suspension

Front Double Wishbone type suspension

Rear 4 link type suspension with lateral rod

Toyota Electronic Modulated Suspension (all wheels) with air suspension

Standard

Brakes

Front Ventilated Disc

Rear Ventilated Disc

Tyres & Wheels 265/65R17 aluminum wheel 7.5 JJ tubeless

Steering

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Gear type Power assisted, Rack & pinion

Min. turning radius (meter) 5.7

Toyota Qualis

Note:- Company has stopped manufacturing this model.

The Qualis is powered by a mighty, high performance 2.4 litre diesel engine. It delivers a maximum power of 54 KW at 4200 rpm and a maximum torque of 151 Nm at 2400 rpm. The 2.4 litre straight four-cylinder diesel engine guranteees smooth starts and powerful acceleration with a maximum speed of 130 km/h. It has a number of safety features like a crumple zone, three point ELR seatbelts, side door beams etc.

Toyota Kirloskar has acquired 430 acres of land in Bidadi and hopes a production of 20,000 vehicles in the first year of operation and 35,000 vehicles in the following year.

The car is offered in more than 10 ranges, including a special model for the farm sector, which will have cheaper air conditioners and washable seat covers.

AWAITED MODELS OF TOYOTA KIRLOSKAR MOTORSMODEL TYPECorolla Cng Premium CarFortuner SUVToyota Lexus LS 460 Luxury Cars

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http://auto.indiamart.com/cars/sport-utility-vehicle.html

http://auto.indiamart.com/cars/premium-cars.html


Corolla ALTIS Special Features The Corolla Altis is the revising new generation of the corolla, the world’s largest selling car. Engineered toperfectin and styled with flamboyance, it is designed to inspire envy, on and off the road.Cearten features available

Keyless Entry Anti lock breaking system SRS Duel Airbags Vvt-I Valuable Valve timing- intelligent Whiplash Injury Lessing Seat 8-Way fower Driver Seat Cruise control Side Airbag MP3 Vehicle Stability control Globale Outstanding Assessment Side Image Beam D-3D Curtain Airbag

DesignSay hello to design you can’t take eyes off. Cutting- edge aerodynamics. Smooth lines. Elegant curves. Striking lamps. The corolla Altis is designed to stun, head to toe.

Performance Hit the road in the corolla Altis. Rev up to absolute power with the super efficient VVT-i engine. Silky smooth suspensions. Choice of two transmissions (automatic with sequential Shift and manual). The stuff Star performers are made of.

a) A high performance fuel efficient VVT-I engine delivers power at your Command.

b) The intelligently designed super ECT transmission with sequential shift promises a thrilling yet smooth driving experience.* Optitron 3d combination meter for crystal clear display.comerhensive readings.* Multi information display for comprehensive readings.

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* Audio control on the steering wheel to put convenience at your finger tips.* Premiums audio system with 6-cd changer and remote control.* 8-Way adjustable power driver seat with power lumber support for greater comfort.* Convenient cruise control for hassle free drive.

ComfortStep into the new corolla Altis. You will find luxury you can sink into. Impeccable leather seats. Ample legroom and headroom. Premium audio system, with the controls conveniently fixed on the steering wheel.

Safety:Inside, the corolla altis keeps you cocooned in total safety. Robust GOA body framework. WIL concept driver seat. HID headlamps. A host of thoughtful features, so that you feel nothing less than absolute peace of mind.1) ABS (Anti- lock Breaking System) With EBS (Electronic Break Force

Distribution) for Smooth and assured stops.2) Striking HID (High intensity Discharge) headlamps that long and are very

easy to maintain.3) Electro chromatic rearview mirror to reduce the glare from rear –

approaching headlights, making night driving safer.

COLOUR CHOICE OF COROLLA ALTIS

1) Light Blue Metallic2) Dark Red Mica Metallic3) Champagne mica Metallic4) White Pearl Mica5) Silver Metallic

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The Toyota Story

Toyota started out in 1933 as the automobile department of Toyoda Automatic Loom Works, Ltd., in Japan. In 1937 the Toyota Motor Company was founded, and by 1947 over 100,000 vehicles had been produced. The first Toyota arrived in the U.S. in 1957. Today more than half of the Toyotas sold in America are produced there. Toyota markets cars worldwide through its overseas network of more than 160 importers/distributors and numerous dealers.

Employees Job Description

*Job Description Overview1. Head customer service2. Kaizen leader3. TSM Coordinater4. Manager Customer Relation5. Manager service 6. Manager service Parts7. Environmental Management Representative8. Assistant Manager Service9. Customer Relation Officer 10. Job Controler 11. Accessories Sales Officer 12. Service Advicer General 13. Waranty Administrator14. Service Parts Assistant 15. Service Advisor-B&P

16.Service

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Q no:1 How did come to know about Toyota cars ? sales 54showroom 36News paper 2Hording 8T V 0

Q2 : Toyota Company advertisement Excelent 34verygood 54Neutral 12Good 0Pood 0

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Q3 :Rate of the Toyota sales personExcellent 30Verygood 36Good 30Poor 4

Q4: Awareness of all the models and prices of TOYOTAYes 65No 35

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Q6 Did the dealer offer you of finance providersYes 64NO 36

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Q no 7a: Sales person appearance points

1 02 03 04 45 66 67 188 349 20

10 10

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7b: Courasity and friendlinesspoints

1 02 03 24 65 66 07 168 149 40

10 16

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7c : sufficient time allowed before deciding

1 22 03 04 25 66 07 148 269 26

10 20

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7 d :Sales person knowledge about vehicles

1 02 03 64 45 06 27 168 189 34

10 18

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7 e : Fullfilled all commitments1 02 03 04 25 46 67 68 109 36

10 34

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Q 8 Did the sales person offer you a test driveYes 94No 6

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Q NO 9 Did the sales person ask about usage and needs?

Yes 66No 34

Q11 How do you rate of car service centerExcellent 44very good 26

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Neutral 16Good 12poor 2

Q12 At the showroom how is the delivery mode?In time 34On time 54

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sometime delayed 12Always delayed 0

Q13 The price of the spare parts isvery high 38high 28moderate 34low 0very low 0

Q14 How do you rate the overall after sales service?Excellent 28verygood 26

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Neutral 24Good 10poor 2

Q15 a : was the dealership clean?Yes 86No 14

a)did the dealership have proper signage to guide you through the showroomyes 84

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No 16

Q NO 16a: Was your vehicle delivered on a promised date?

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Yes 82No 18

16 b: was the vehicle delivered within 45 minit?Yes 76No 24

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Q No 17*1 : Was the vehicle delivered with all feature promised at the time of sale?Yes 96No 4

*2 : Were you explained vehicle delivery quality inspection form?Yes 90No 10

*3 : Were you interoduced to service/cr dep. At the time of dilevery?Yes 88No 12

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*4 : Was your vehicle delivered with special ceremony?Yes 84No 16

*5 :Were you personaly thanked for the purchase of your vechicle?Yes 94

6

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No

6 :Were you contracted after you took delivery of your vehicle to ensure everything was satisfactory ?Yes 96No 4

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QUESTIONNAIRE

Objective

a) To understand the customer satisfaction for pre and post sales

I am Sabanna and pursuing MBA 2nd sem from GBS( Global Business School) and as a part of academics we need to carry out summer implant project for 1 month. So kindly cooperate with us & fill in the questionnaire. I assure you that all information provided will be keptConfidential and will be used purely for academic purposes.

Personal details

Name :

Mobile no :

Email id :

Age :

Income : a) 1 to 5 L b) 5 to 10 L c) 10 to 20 L d) 20 to 50L

Occupation : a) Govt’ b) Private c) Professional d) Others

1) How did you come to know about Toyota cars?a) Sales man b) Showroom c) News papers d) Hoardings e) T V

2) How is the advertisement for Toyota?

a) Excellent b) Very good c) Neutral d) Good e) Poor

3) How do you rate Toyota salespersons?

a) Excellent b) Very good c) Good d) Poor

4) Are you aware of all the models & prices of Toyota?

a) Yes b) No

5) Deal : a) please rate the following area using the 10 points

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1) Where you satisfied with price offered against price paid?

6) Did the dealer offer you a choice of finance providers ?

a) Yes b) No

7) Please rate the following areas using the 10 points

1) Sales person appearance

2) Courtesy and friendliness

3) Sufficient time allowed before deciding

4) Sales person knowledge about vehicle

5) Fulfilled all commitments

8) Did the sales person offer you a test drive? a) Yes b) No

9) Did the sales person ask about usage and needs? a) Yes b) No

10) What model car do you have ?

a) Model : ………….

b) Brand : …………..

11) How do you rate the car servicing at the Service center ?

a) Excellent b) Very good c) Neutral d) Good d) Poor

12) At the showroom how is the delivery mode?

a) In time b) On time c) Sometime delayed d) Always delayed

13) The price of the spare parts is

a)Very high b) High c) Moderate d) Low e) Very Low

14) How do you rate the overall after sales service?

a) Excellent b) Very good c) Neutral d) Good e) Poor

15) Dealership Facility

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1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10

1 2 3 4 5 6 7 8 9 10


a) Was the dealership clean? a) Yes b) No

b) Did the dealership have proper signage to guide you through the showroom

a) Yes b) No

16) Delivery Timing

a) Was your vehicle delivered on a promised date? a) Yes b) No

b) Was the vehicle delivered within 45 mins ? a) Yes b) No

17) Delivery process

* Was the vehicle delivered with all features promised at the time of sale? a) Yes b) No

*were you explained vehicle delivery quality inspection form? a) Yes b) No

*were you introduced to service /CR Dep. At the time of delivery? a) Yes b) No

*Was your vehicle delivered with special ceremony? a) Yes b) No

*Were you personally thanked for the purchase of your vehicle? a) Yes b) No

*Were you contracted after you took delivery of your vehicle to ensure everything was satisfactory?

a)Yes b) No

18) We value your feedback. For any comments or suggestions , which has not been covered by above questions ,please let us know.

......………………………………………………………...…………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………….

Place: Date : Customer Signature

.

Thanks for sparing your most valuable time.

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SUGGESTION

1. Organization should consider more of non-monetary motivators like appreciation, more challenging works and targets to be met, etc….

2. The ideas and suggestions of the employees must be welcomed by the superiors to increase the employee’s morale and make them feel that they are part of the company.

3. As the world today is more demanding and competitive more efforts should be put by the management to motivate the employees and try to increase the efficiency of the employees and retain them.

4. The company should see that the incentives and recognition given should rise to the level of complete satisfaction of the employees.

5. The employees should be appreciated by their superiors for their success and efforts put by them atleast by giving the appreciation letter. This will somewhere create a good image about the company in the eyes of the employees and in turn increase their efficiency.

6. The management can also employ negative motivators to some limit to increase the efficiency of the employees.

7. The employees performance should be evaluated periodically and they should be promoted whenever necessary.

8. Performance appraisals should be carried on so that the employees get motivated and tend to increase their efficiency.

9. The company labour charges should be little bit reduce for customer.

10. The company need to decrease the spare parts rates, for increase

the customer and development.

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DECLARATION

I hereby declare that the project report titled “ To Understand Customer Satisfaction for Free and Post Sales ” (Shodha Toyota) is based on an independent study conducted during the academic year 2008–09 under the guidance of Ganeshkumar (Chief executive officer) and

Shilpa S.J (H R Manager of the Toyota Company).

I also declare that this project has not been submitted for the award of any

Degree /Diploma of any other University / Institution.

I further declare that this report is entirely based on the information

provided to me by the company and is a result of my own efforts.

I submit this report in fulfillment of the requirement of Post Graduate

Program in Management Degree awarded by Karnataka University

Date : SABANNA, T, TELSANG

Place : HUBLI

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Conclusion:

As per my conclusion this Shodha Toyota company growth is very good, and while doing the project that company well supported to me, and from this project I assumed lot off thing like behavior of , employee, and customer with employee ,managers. And I have done customer survey in that company so that I have understand through that research, company spare parts rate is very high, so the company have to do decrease little bit spare parts rate ,company little bit have to increase for product advertisement, this is very need. This company has good environment, has well organizational culture.

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Documents

Toyota Final Project Report