CONTENTSCHAPTERS

CHAPTER 1 INTRODUCTION

1.1 ABOUT “J.N. GROUP”1.2 ABOUT COMMERCIAL AUTOMOBILE1.3 FUTURE CHALLENGES

CHAPTER 2SEGMENT2.1 ABOUT “TATA ACE”2.2 BACKGROUND2.3 FEATURES2.4 SPECIFICATIONS

CHAPTER 33.1 METHODS OF DATA COLLECTION

CHAPTER 44.1 METHODOLOGY

CHAPTER 55.1 AREA & PEOPLE

CHAPTER 66.1 QUESTIONNAIR (FORMAT)6.2 QUESTIONNAIR (FILLED)

CHAPTER 77.1 RESULT PROCESS7.2 RESULT7.3 GRAPHS & CHARTS

CHAPTER 8 8.1 COMPLAINTS

CHAPTER 9 9.1 SUGGESTIONS

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CHAPTER 1 INTRODUCTION

ABOUT “JN GROUP”

BACKGROUND In the year 1933, Late Mr. Jai Narayan Gupta sowed the seeds of

the J N Group in Dehradun. Since then the group has been into diverse

fields like Dealership, Manufacturing, Finance, Transportation,

Maintenance, Tyre retreading, Health care, Naturopathy & Education.

After starting at Dehradun the group has now spread over the

Central, Northern and Western parts of India covering Utter Pradesh,

Madhya Pradesh, Rajasthan, Maharashtra & New Delhi.

The Group Chairman Dr. Ishwer Chandra Gupta is an M.Com.,

L.L.B. & the first Indian Ph.D. in Hire Purchase. Under his able

guidance, Mr. Kailash Gupta has provided direction & dynamism to the

group and created a lasting framework for enhancement of the Group’s

strength.

GROWTH AND DEVELOPMENT OF THE COMPANY

Expansion and diversification efforts of over the last 50 years

have resulted in multi-product, multi-disciplinary organisation. Today

the group has 16 finance companies under its unbrella. The group has 5

prime dealerships. The manufacturing industries of the Group are leaders

in their own field. All the industries have excellent sheet metal

fabrication and components manufacturing machinery.

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CONTRIBUTION TOWARDS ITS CUSTOMER

In order to satisfy its customers, the Group provides an excellent

after sales service for which it has established Servicing & Repair

Workshop, unique its kind is the Commercial Auto Centre which is a

modern centre, best in India for auto repairing facilities all under the

same roof.

CONTRIBUTION TO SOCIETY

The group has established Jai Narayan Charitable Trust thgough

which various social activities are undertaken. The Group also has

established a unique Naturopathy and Homoeopathy Clinic at Jabalpur

which provides medical and health care to the society at minimal cost.

The Group serves the society at large by schools, dharmshalas and

scholarships for outstanding needy students.

VALUING ITS HUMAN RESOURCES

All the personnel are the part of the big family i.e. J.N. Group

who also cooperate to fulfil the different objectives and without them it

would not have been possible for the Group to reach to such heights of

success. The Group has highly talented management team comprising of

well qualified Engineers, Chartered Accountants, Management Grudates,

Taxation and Law experts. It recognizes immense value of its human

resources and has constantly nurtured and cared for them by continually

providing them personal growth and social welfare benefits.

FOCUS FOR THE FUTURE

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The Group plans to keep up its position as a leader during the

coming years and for this, it has planned renewed emphasis for the next

five years on its manufacturing, marketing and servicing activities. The

Group is also focusing greater attention on boosting the quality, on

customer satisfaction and enter the export markets. Keeping in mind the

Group’s philosophy, some of the areas planned diversification and to

seek collaborations are Environment and Control, Special Purpose

Vehicles, Agro Industries and Floriculture.

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ABOUT COMMERCIAL AUTOMOBILE The Commercial Automobile Pvt. Ltd. is situated at the heart of

jabalpur.

Commercial autombile is a renowned name in the field of Passenger car

division & commercial vehicle division with dealership of TATA

Motor’s.

Commercial automobile pvt. Ltd. Have two Divisions

1) Passenger car division.

2) Commecial vehicle division.

PCD & CVD both are situated at the heart of city,PCD’s Serviving center

is situated at Prem nagar, Madan mahal & CVD’s servicing center is

situated at Ghana, jabalpur (M.P.).

The CVD Servicing center which is situated at Ghana is 5th in ranking in

M.P.

This organisation is well known for it’s Service facalities &

Vehicles.

BEST DEALERSHIP AWARD

July 3rd, In a Grand Ceremony held at Pune, Tata Moter’s

Managing Director shri Ravikant had given the award of best Service

dealership to the Director Mr. Rahul Agrawal of Commercial Automobile

Pvt. Ltd. Workshop’s General Manager Mr. S.C. Ghosh said that this

award is the result of Great efforts & best service provided by the

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workshop. He Said the importance of this award is that it is given on the

basis of evaluation of customer satisfaction.

This workshop which is situated at Ghana is a 9001- 2000 certified workshop and all type of services are provided with well equipped modern and new machineries.

Present Global ChallengeVolvo, a leading manufacturer of trucks, buses, cars, construction

equipment, and aero engines, has entered in India in 1998. Its main focus

is in the area of fully built buses. In India, it has focused on providing

economical transport solutions in consonance with its values of safety,

quality, and environmental care. Its competitive advantage is its high

technology which makes the vehicle a very comfortable option to travel

through. Its trucks are reputed for their performance and economy and are

the flag bearers in their production activities in India. It is still operating

in the niche market of high end buses where the TATA compete through

its Spanish buses.

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Future Challenges

Mahindra and Mahindra: JV with ITEC, North American leader in

heavy trucks. M&M has formed a 51:49 JV called Mahindra

International with ITEC, USA, (parent NAVISTAR), to

manufacture commercial vehicles and to bolster its position in the

CV business. ITEC is the leader in medium and heavy trucks and

buses in North America, and is the world's largest manufacturer of

medium-duty diesel engines. Mahindra International aims to have a

presence across the CV market (6-35 tonnes GVW) with variants

of passenger transport, cargo and specialised load applications and

is likely to start producing medium/heavy commercial vehicles

from FY09.

Force Motors: JV with MAN for manufacturing high-tonnage

vehicles Force Motors has paired up with MAN in a 70:30 JV to

manufacture high-tonnage and specialty vehicles, such as long-haul

trucks, tippers, tractor trailers and multi-axle vehicles in the 16-32

tonne range at its Pithampur plant, with an initial capacity of

24,000 units per annum and at an investment of Rs7bn. The JV

plans to sell nearly half of its production in the domestic market,

while the rest is to be exported to the Middle East, Turkey, Russia,

Asia and Africa. Further, the two companies have formed another

JV to manufacture buses in India from end-2007.

Ashok Leyland: Acquisition of Czech Republic-based Avia Ashok

Leyland (ALL) recently acquired the truck unit of Czech Republic-

based Avia for US$35m. Avia manufactures 6-9 tonne LCVs and

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has a capacity of 20,000 units per annum. The acquisition has

given ALL direct access to an entire range of Avia trucks, Avia’s

press shop with dies and tools, welding lines, state-of-the-art paint

shop and R&D facilities. ALL has also entered into technology

agreements with Hino Motors of Japan and ZF of Germany to

complement its in-house R&D efforts and developing

complementary components and aggregates.

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CHAPTER 2 SEGMENT

Tata Ace

The Tata Ace is a mini-truck (similar to Japanese Kei Truck) lauched in

May 2005 by Tata Motors in India. It has revolutionized the entire

commercial vehicle industry with robust sales figures. It is in competition

with the prevalent three-wheeled goods carriers from Bajaj Auto, Piaggio,

Mahindra and Force Motors.

Tata Ace has created a new mini segment in India. Priced between 2.25 to

2.35 lakhs INR, the company aims to convert three wheeler users to 4

wheelers. One of the idea that has made the launch of this vehicle might

be that the government policy in India not to allow HMVs (that are

categorized by vehicles weighing above 3 tonnes) to enter cities after 7

p.m. to reduce traffic jams and pollution. TATA has found the gap in the

market and released Ace. The 700 cc engine delivers a power of 16 hp

(12 kW) @ 3200 rpm and a torque of 3.8 m·kgf (37 N·m @ 2000 rpm

gives a tough competition to Piaggio's mini truck (3-wheeler). It has a

permissible loading capacity of 750 kg (1650 lb). It also has a modern

cabin compared to its three wheeler rivals. It is best suited for use by

villagers in carrying goods over short distances. The project was headed

and executed by Girish Wagh.

The mini truck is produced at the facility in Pune works, Tata Motors. A

new facility is coming up in Pant Nagar, Uttranchal as well. The Tata Ace

succeeded in creating an entirely new segment that competitors are

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known to be working on different models to compete against the Tata

Ace.

In June 2007 Tata Motors has also launched the passenger variant of

ACE, named MAGIC and also Indias first Maxivan - The Tata Winger,

which an entirely new platform. The company's objective is "to change

the way an average Indian travles" Tata Motors' two new vehicles

Magic and Winger will attempt to cater to the two ends of the people

movers segment.

“Tata Motors has always been at the forefront with its commitment

to offer transportation solutions, which will change the way India travels.

The Magic and the Winger are our latest initiatives in that direction and

more will follow,” said P.M. Telang, executive director of Tata Motors

commercial vehicle business unit.

The new Winger is being offered with two different roof heights and

two different wheelbase lengths and two different engine options, which

makes it a truely verstaile vehicle. The new Winger has been launched

simultaneously along with the new passenger carrier version of Tata

Motors' mini-truck. Based on the same platform as the Ace mini-truck,

the new passenger version, christened Magic will aim to capture the

market for the Budget people mover or share-auto category.

Tata Motors' two new vehicles, Magic and Winger, will try to cater to the

two ends of the taxi segment. The Winger, which is a sturdier and more

refined product, will attempt to wrestle market share in the Staff (ITES/

BPO employees) transportation segments, Hotel & Inter-urban Tourist

segments, Airport drop & pickup etc.

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BACKGROUND

Tata Motors is India’s only full range manufacturer of

automobiles with a portfolio covering: Trucks, Buses, Utility vehicles and

Passenger Cars.

It has the distinction of being the fifth largest medium and heavy

commercial vehicle manufacturer in the world, with a significant

presence in Asia, Europe, Africa and Latin America. Tata Motors has a

manufacturing base in Bangladesh and a bus body plant in Senegal.

Tata Motors offers the most comprehensive range of commercial,

passenger and multi-utility vehicles. Over 150 models - from 2 tonne

LCVs to 40 tonne tractor-trailers and buses that can seat 13 to as many as

67 people - provide a wide variety of transport solutions. Through the

synthesis of inherent competencies with state-of-the-art systems,

processes and technology, Tata Motors has continuously evolved, adding

value to its products, and is now heading towards being a global player.

The goal is not just to better its product portfolio, but also

to keep expanding it, emerging as a commercial vehicle manufacturer

with a complete and comprehensive product range. The acquisition of the

Daewoo Commercial Vehicle Co., South Korea in March 2004 was an

important step in that direction - a logical extension of the product

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portfolio for Tata Motors. The hugely successful launch of the fully-built

coaches and branded buses (under the 'Globus' and 'Starbus' brand names,

respectively) March 2005, was an extension of the product portfolio to

plug a significant gap in the market.

Recognizing a gap in the market for small commercial vehicles, Tata

Motors worked towards an innovative solution. In an era where there is a

need is to transport goods speedily, conveniently and in a cost effective

manner, while providing comfort, style and easy maintenance, Tata

Motors has developed the Tata Ace - India's first mini-truck.

Ideal for short, narrow village roads as well as long highway hauls, for

small bulky loads and large heavy ones, the Ace is an innovative 4-

wheeler offering for the first time in this category. The small exterior

belies the power-packed technologically-superior engine which gives the

Ace high power and high loading capacity.

A new revolution in transport, which is set to change the competitive

landscape of the small commercial vehicle segment. Tata Ace - the small,

big machine.

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FEATURES

VERSITALITY SAVINGS STYLE

PERFORMANCE COMFORT SAFETY

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SPECIFICATONS

TATA ACE

TATA ACE Bharat Stage II and III

ENGINEModel : TATA 275 IDI NA BS-II (and BS-III)Type : 4-stroke, naturally aspirated, indirect injection diesel engine

Max. Output : 16 hp @ 3200 rpmMax. Torque : 3.8 mkg @ 2000 rpmDisplacement : 700 ccSpecial Items : catalytic converter (only in BS III)

CLUTCH : Single plate dry friction diaphragm typeGEAR BOX : GBS 65-4/5.27

Type : Synchromesh (4 forward gears), Sliding mesh (reverse gear)STEERING : Mechanical, variable ratio (20.5 to 24.5), 380 mm dia

BRAKESType : Dual circuit hydraulically activatedFront : Disc brakesRear : Drum brakes (200 mm dia x 30 mm)

Parking Brake : Cable operated mechanical linkages acting on rear wheelsSUSPENSIO

NType : Parabolic leaf spring suspension at both front and rearShock

absorber: Hydraulic double-acting telescopic type both at front and rear

WHEELS AND TYRESTyres 145R12 LT 8PR RADIALFUEL TANK

Capacity 30 liters

PERFORMANCEMax. Speed : 64 kmph

Max. Gradeability

: 16%

Grade : 15%

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restartabilityLOAD BODYType : Pickup type. Hinged rear tail gate

Loading height

: 675 mm

Load Body (external)

: Length ? 2200 mm

: Width ? 1500 mm: Height ? 300 mm

DIMENSIONS

All in mm

Overall Length (A)

: 3800

Width : 1500Wheel base

(D): 2100

Overall height ©

: 1820

Track Front (E)

: 1300

Track Rear (F)

: 1320

Min Turning Circle Dia

: 8.6 m

WEIGHTSMax. GVW : 1550 kgKerb weight : 805 kg

Seating capacity

: Driver + 1

CHAPTER – 3

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METHOD OF DATA COLLECTION

DATA COLLECTION

PRIMARY SOURCE SECONDARY DATA

INTERVIEW PUBLICATIONS METHOD (directories/trade journels/ news papers etc.)

INVOICES FOR VEHICLE

OBSERVATION BILLS RAISED FOR METHOD CUSTOMER

COMPANY RECORD

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DATA COLLECTION

PRIMARY SOURCES

Primary Data is one, which is collected directly by the researcher,

for this purpose various

Tools Were undertaken during the survey. Broadly we can classify

them into INTERVIEW METHOD & OBSERVATION METHOD.

INTERVIEW METHOD

For the collection of data from the Individual customers, interview

scheduling is very useful tool. Research’s main aim of using this tool is to

find out the customer’s satisfaction in respect of various segments,

although Information regarding vehicle’s mileage, engine power loading

capacity, braking & suspension system & overall performance were also

collected with this tool.

As the Interview schedule is formed for the collection of specific

data and observation it stimulates the process of data collection, as per the

schedule a set of standard questions were asked to the Respected

Customer’s.

OBSERVATION METHOD

Observation is the oldest method used by the researcher in

investigation or in any kind of field Training. Through this method the

observer directly or indirectly observes the condition and records the

events. The advantage of this method is that it cross checks the data and

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information, supplements and validates the data through interview

scheduling.

SECONDARY DATA

Secondary data is also of much significance in the research,

secondary data are those data which was recorded earlier by the

researcher or other researcher’s for further use.

The source of secondary data or the secondary data could be taken out

from –

Publications (directories/trade journals/ news paper etc.)

Invoices for vehicle.

Bills raised for customers.

All customer’s who bought from us in the last 4 years – a one

time list compilation.

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ACTIVITIES FOR SURVEY

PLANNING THE COVERAGE

Establish coverage norms for different TATA ACE

categories.

Area based coverage –

eg :- Monday :- 40-50 kms (Towards west).

Tuesday :- 50-60 kms (Towards east).

VISITS

Prepration before –

- Customer full detail (Name, contact no.)

- Customer location detail (address, geographical area)

- Product details.

- Financial schemes details.

- Register or diary & pen.

- Competition comparison chart.

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CHAPTER 4 METHODOLOGY

In this survey of Commercial Vehicle Segment (TATA ACE) we adopt

the following methodology to reach the conclusion.

Step no. 1 - First of all we make Close ended Questionnaire which

have four segments.

i) Regarding Staff.

ii) Regarding Vehicle.

iii)Regarding Finance

iv) Regarding Servicing

Step no. 2 - All the above segments have three options.

a) Good.

b) Neutral.

c) Bad.

Step no. 3 - Then we fill- up these

Questionnaire by asking questions to customers through Direct

interview & Telephonic interview.

Step no. 4 - After having the filled

questionnaire, we calculate the percentages of Good, Neutral, Bad of

each customer according to Segment & Overall.

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Step no. 5 - Then we took out the Average of

the percentages of each Segment & Overall.

Step no. 6 - And at the last the Overall average

percent is the Actual result which shows the Overall Performance of

the Vehicle, and also each Segment performance.

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CHAPTER 5 AREA & PEOPLE

ABOUT JABALPUR

Jabalpur (Hindi: जबलपुर,, Urdu: پُور َجبَل ) is a city in the state of

Madhya Pradesh in India. It is located in the Mahakoshal region in the

geographic center of India.

Jabalpur is the administrative headquarters of Jabalpur district and

Jabalpur division. The city is considered to be a Sanskardhani, literally

meaning a "cultural centerplace".

The numerous gorges in the neighboring rocks have been taken

advantage of to surround the city with a series of lakes, which, shaded by

fine trees and bordered by fantastic crags, add much beauty to the

suburbs. However, many of these lakes now have been encroached upon

for the purpose of fishing or for building works, although greenery still

exists.The city itself dates from the nineteenth century, and is laid out in

wide and regular streets. It has a beautiful collection of marble rocks

called Bhedaghat surrounding the holy Narmada River. Many visitors

every year come to visit Jabalpur because of this major attraction.

Jabalpur is an important junction for the Indian Railways.

Jabalpur has a big Defence and Military Center - HQ of the MPBO

Area, the headquarters of West Central Railway Zone, the Madhya

Pradesh State Electricity Board,[1] and the Madhya Pradesh High Courts.

[2] It is also known for housing spiritual leaders like Maharishi Mahesh

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Yogi of Transcendental Meditation and Bhagwaan Rajneesh (Osho)and

Vivek Ji.

Geography

Jabalpur is located at 23.17° N 79.95° E.[6] It has an average

elevation of 411 metres (1348 feet).

Demographics

As of 2001 India census GR India, Jabalpur had a population of

951,469. Males constitute 52% of the population and females 48%.

Jabalpur has an average literacy rate of 75%, higher than the national

average of 59.5%: male literacy is 79%, and female literacy is 70%. In

Jabalpur, 12% of the population is under 6 years of age. Jabalpur is

among the cities having Million plus population in India according to the

2001 Census.

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CHAPTER 8 COMPLAINTS

The Customer Complaints Regarding different Segments are :-

For Staff :- The Staff members behavior were very good before the

commencement of the vehicle but after sale they start ignoring the

customer’s complaints.

For vehicle :- For vehicle (TATA ACE ) Customer’s complaints

are-

The major problem in the commercial vehicle ACE is it’s Tyre

problem, it’s tyre performance is very bad, Customer’s didn’t

want radial tyres because they Skits & have no grip on road.

Engine cooling system did not good work in hot seasons.

Lack of solid back up at front Design, customer want a metal

strip at front which provide a solid structure.

For After Sales Service :-

After Sale Service is bad, i.e. No response for

customer complaints.

Excess service charges have charged.

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Vehicle’s delivery time is too late, i.e. vehicle is

not delivered within the given time limit.

CHAPTER 9SUGGESTIONS

Some suggestions Regarding different segment’s are:-

The Staff members should behave Equal & Good, before & After

selling of Vehicle.

The customer complaints regarding any segment should not be

Ignored & should be given full attention.

As the tyre performance is poor, they should be replaced with the

new one i.e. Radial tyre should be replaced with the normal or sporty

grip (MRF) tyres.

Engine cooling system should be improved so that Driving become

comfortable .

Servicing center should deliver the vehicle in given Time Limit.

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