Ford project final

Vidyabharathi foundation

Institute of business management and research. hubli

A STUDY ON“Organization study.” In metro ford. Bellary.

A Report Submitted in Partial Fulfillment of

the Requirement for the Award of

MASTER’S DEGREE IN BUSINESS ADMINISTRATION2009-2010

SUBMITTED BYPearl sahana mitra

Exam no:-09P35f0575

Institute Guide: Company Guide:

Ms. shwetha Mr. vishwanath

Faculty (branch Manager.) (metro ford)

ibmr, MBA, hubli. Bellary.

1 INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, HUBLI

DECLARATION

I hereby declare that this project report titled as. “ORGANISATIONAL STUDY”.

METRO FORD. BELLARY.

It has been prepared by me as part of my academics during the june 7th- july 10th

2010. For the partial fulfillment of degree of "Master of Business

Administration", under the guidance and supervision of Ms, shwetha Faculty of

INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH. HUBLI.

To the best of my knowledge and belief the matter presented in this report has not

been submitted earlier for the award of any degree to any university. This report

is prepared by me on my own efforts.

PEARL SAHANA MITRA.

ACKNOWLEDGEMENT


This project is a great opportunity to express my heartily thanks to those people

who timely supported me a long way in the completion of project report.

First and foremost, I would like to express my sincere thanks to Mr. vishwanath.,

the Branch Manager METRO FORD For his kind guidance and valuable

suggestion for my project.

I acknowledge gratefully, the assistance and co-operation of the management and

employees of METRO FORD . BELLARY

At the same juncture I would like to thank our Director MS. SHWETHA for her

kind co-operation and valuable suggestions till the complete this project.

I also express my sincere thanks and dedicate my work to my Parents & Family

Members who have been always a moral support and strong pillars at all walks

of my life and at every stage with a cheer enthusiasm.

PEARL SAHANA

MITRA

CONTENTS


C h a p t e r - I

E x e c u t i v e s t u d y

i n t r o d u c t i o n

O b j e c t i v e s

P u r p o s e o f s t u d y

S c o p e o f t h e s t u d y

L i m i t a t i o n s o f t h e s t u d y

C h a p t e r – I I

O v e r v i e w o f o r g a n i z a t i o n

H i s t o r y o f o r g a n i z a t i o n

P r o d u c t p r o f i l e

O r g a n i z a t i o n c h a r t

M a n p o w e r a n d d e p a r t m e n t

C h a p t e r – I I I

O b s e r v a t i o n

Q u e s t i o n n a i r e

B i b l i o g r a p h y



EXECUTIVE SUMMARY


The project report was carried on to know the influential factors to buy cars

at metro ford provided by the company will help to enhance the company’s

sales. To know the satisfaction level of existing consumers this will help to

maintain loyalty of the costumer. The project report entitled “organizational

study”. is undertaken in partial fulfillment of requirement of MBA

INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH. HUBLI.

It was an opportunity to learn the practical aspects of industries. This topic

is concerned to know their organizational behavior, the way it woks and the

marketing strategies it uses to attract the customers. Metro ford in Bellary

has good sales when compared to other car dealership.

DATA COLLECTION APPROACH


Using both primary and secondary sources collected the information required the

sources are as follows:

Primary sources:

a) Questionnaire

b) Personal Interview

Secondary sources:

a) Company websites

b) Related information from Internet

c) Company reports

d) Text books

Objectives:-

To analyze various post sales service provided by metro ford.

To determine customer satisfaction level based on post sales service provided.

To understand the behavior of the staff with customers.

To suggest measures to improve customer satisfaction and improve quality

of service.

Purpose of study :-


The main purpose of the study is to know the organizational study . and way it

works in and out of the organization.

Scope of the study:-

The study covers the users ford in Bellary city.

The study covers the customer owning metro ford in Bellary city.

Limitation of the study :-

1) Because of time constrain my study confines only to bellary & it is not possible to

make extensive study.

2) By busy working schedule of executives it is difficult to extract more

Information from them.

INTRODUCTION


This is a brief history of Henry ford

Henry Ford (July 30, 1863 – April 7, 1947) was the American founder of

the Ford Motor Company and father of modern assembly lines used in

mass production. His introduction of the Model T automobile revolutionized

transportation and American industry. He was a prolific inventor and was

awarded 161 U.S. patents. As owner of the Ford Motor Company, he

became one of the richest and best-known people in the world. He is

credited with "Fordism", that is, the mass production of large numbers of

inexpensive automobiles using the assembly line, coupled with high wages

for his workers. Ford had a global vision, with consumerism as the key to

peace. Ford did not believe in accountants; he amassed one of the world's


largest fortunes without ever having his company audited under his

administration. Henry Ford's intense commitment to lowering costs resulted

in many technical and business innovations, including a franchise system

that put a dealership in every city in North America, and in major cities on

six continents. Ford left most of his vast wealth to the Ford Foundation but

arranged for his family to control the company permanently.

Born

July 30, 1863

Greenfield Township, Dearborn,

Michigan, U.S.

Died

April 7, 1947 (aged 83)

Fair Lane, Dearborn, Michigan,

U.S.

Occupation Business, Engineering

Net worth

▲$188.1 billion, based on

information from Forbes –

February 2008.

Religion Protestant Episcopal


Spouse(s) Clara Jane Bryant

Children Edsel Ford

Parents William Ford and Mary Ford


OVERVIEW OF THE ORGANISATION


Ford Motor Company

Henry Ford with Thomas Edison and Harvey Firestone. Ft. Myers, Florida,

February 11, 1929.

In response, Malcomson brought in another group of investors and convinced the

Dodge Brothers to accept a portion of the new company. Ford & Malcomson was

reincorporated as the Ford Motor Company on June 16, 1903, with $28,000

capital. The original investors included Ford and Malcomson, the Dodge brothers,

Malcomson's uncle John S. Gray, Horace Rackham, and James Couzens. In a

newly designed car, Ford gave an exhibition on the ice of Lake St. Clair, driving

1 mile (1.6 km) in 39.4 seconds, setting a new land speed record at 91.3 miles per

hour (147.0 km/h). Convinced by this success, the race driver Barney Oldfield,

who named this new Ford model "999" in honor of a racing locomotive of the day,

took the car around the country, making the Ford brand known throughout the

United States. Ford also was one of the early backers of the Indianapolis 500.


http://en.wikipedia.org/wiki/File:Ford_Edison_Firestone1.jpg

HISTORY OF METRO FORD

Metro Ford opened its doors for the first time in July 1983. Since that time

our mission has not wavered: "We are in business to sell and service new

and used vehicles and provide an outstanding experience to our

customers."

We have been at the same location for 27 years and are now in the midst

of a rebirth. We recently inaugurated a brand new multi-million dollar

showroom designed to enhance that experience.

"Metro Ford has been a driving force in Miami's growth since 1983, and our

new facility will continue to provide a great sales and customer service

experience for years to come" said Lombardo Perez, Sr., President of

Metro Ford.

The 9,000 square-foot facility includes a state-of-the art computer and

communications system, new furniture, and new lighting throughout the

showroom, executive offices and newly landscaped grounds.


In September 2009 Metro Ford acquired Miami Lincoln Mercury and moved

the entire operation, Sales, Service and Parts, to our location at 9000 NW

7th Avenue, Miami. The next step in the modernization of Metro Ford

Lincoln Mercury will be the Service and Parts Departments to

accommodate the huge influx of Lincoln Mercury customers. The project

should be completed by the Fall of 2010.

LABOUR PHILOSOPHY

Henry Ford was a pioneer of "welfare capitalism," designed to improve the

lot of his workers and especially to reduce the heavy turnover that had

many departments hiring 300 men per year to fill 100 slots. Efficiency

meant hiring and keeping the best workers.

Ford announced his $5-per-day program on January 5, 1914. The

revolutionary program called for a raise in minimum daily pay from $2.34 to

$5 for qualifying workers. It also set a new, reduced workweek, although


the details vary in different accounts. Ford and Crowther in 1922 described

it as six 8-hour days, giving a 48-hour week, while in 1926 they described it

as five 8-hour days, giving a 40-hour week.(Apparently the program started

with Saturdays as workdays and sometime later it was changed to a day

off.) Ford says that with this voluntary change, labor turnover in his plants went

from huge to so small that he stopped bothering to measure it

Labor unions

Ford was adamantly against labor unions. He explained his views on

unions in Chapter 18 of My Life and Work. He thought they were too

heavily influenced by some leaders who, despite their ostensible good

motives, would end up doing more harm than good for workers. Most

wanted to restrict productivity as a means to foster employment, but Ford

saw this as self-defeating because, in his view, productivity was necessary

for any economic prosperity to exist.


International business

Ford's philosophy was one of economic independence for the United

States. His River Rouge Plant became the world's largest industrial

complex, pursuing vertical integration to such an extent that it could

produce its own steel. Ford's goal was to produce a vehicle from scratch

without reliance on foreign trade. He believed in the global expansion of his

company. He believed that international trade and cooperation led to

international peace, and he used the assembly line process and production

of the Model T to demonstrate it.

He opened Ford assembly plants in Britain and Canada in 1911, and soon

became the biggest automotive producer in those countries. In 1912, Ford

cooperated with Agnelli of Fiat to launch the first Italian automotive

assembly plants.


Honors

In December 1999, Ford was among 18 included in Gallup's List of

Widely Admired People of the 20th Century, from a poll conducted of the

American people.

In 1928, Ford was awarded the Franklin Institute's Elliott Cresson

Medal.

The United States Postal Service honored Ford with a Prominent

Americans series (1965–1978) 12¢ postage stamp

Company Profile


Metro Ford, one of the leading Authorized Dealers of Ford India,

commenced operations in October 1996.

Metro Ford is a constituent of the V.S.T Group of Companies, having

varied businesses.

The V.S.T Group have been in Automobile business for over 60 years,

presently having multi brand franchises in the States of Karnataka and

Tamil Nadu.

Metro Ford have the following world class Sales Showrooms and state-of-

the art Service Workshops, in the interest and for the convenience of

Customers in Bangalore and North Karnataka.


Company Flashback

Ford Motor Company, an American company, manufactures and sells automobiles

worldwide. The company was launched from a converted wagon factory with Rs.

28,000 cash from twelve invesors. Henry Ford, the founder, was 40 years old when

the company was founded. Today, it is the largest family-controlled company in

the world. It has been in continuous family control for over 100 years.

Ford introduced itself in India in 1988 with its Ford Escort model. Later in 2001 it

was replaced by locally produced Ford Ikon. Since then it has added Fusion,

Fiesta, Mondeo and Endeavour to its product line.

Ford introduced itself in India in 1988 with its Ford Escort model. Later in 2001 it

was replaced by locally produced Ford Ikon. Since then it has added Fusion,

Fiesta, Mondeo and Endeavour to its product lin.

Our Mission & Vision


Mission

Metro Ford will strive to provide a pleasant buying experience to all our

prospective Customers, from the time he / she expresses the interest to

purchase a Ford Car till the Car of his / her choice is delivered in perfect

condition. To provide after-sales-service which is prompt, efficient,

convenient and reasonable to ensure Customer’s delight. To provide a

congenial working environment to all Employees along with fair

compensation and other welfare benefits.

Vision

Metro Ford will keep in pace with Growth Plan of Ford India in providing

the required Sales and Service Infrastructure for the convenience of

prospective Customers. To achieve the Customer Satisfaction and Market

Share objectives of Ford India in the Segment and in the Areas of

operation.


Vision of Ford.

Our vision: become the main company of the world in products and services of the car.

Definition of the values of a company - examples.

Values : Define the group beliefs, and rules that control the management

of the company. It represents the institutional philosophy and the support to

the cultural organization.

The main objective of corporative values is to have a framework of

reference that inspire and control the life of our company.

Values of Ford

Our values: make well things to our people, our environment and our

society, but to our clients.

Finance Options


Auto finance plays a very vital role in the car market. A majority of our

car sales are through finance. We have a very good business

understanding with all the financing institutions in Bangalore.

A few institutions which have tied up with us are:

ICICI

CitiBank

HDFC

Kotak

G-Mac

Orix Auto Finance

State Bank of India

Sundaram Finance

Axis (UTI)

Reliance

Lease Plan

ALD Automotive

These institutions work on varying interest rates. We will help you to set

the best probable deal from any of them. Listed below are a few


documents which are crucial for finance approvals.

TERMS AND CONDITIONS

Individual (Self Employed)

o Address Proof.

o Signature verification.

o Latest 2 years IT returns with computation of Income.

o Bank Statement for past 6 months.

o Post dated cheques.

Individual (Salaried)

o Address Proof.

o Signature verification.

o Form 16 with latest Salary slip.

o Bank Statement for past 6 months.

o Post dated cheques.

Car loans from Ford Finance:


1. Pre approved loans for ICICI Credit Card Holders.

Value Added Services

Waxoyl and 3M Car Treatment

Pickup and Drop

Insurance Renewal

Extended Warranty

Assistance for Insurance Claim

Valuation

Estimations

Finance Assistance

Exclusive Interactive Reception Facility

Internet Browsing for Customers (Limited)

Coffee Shop

Customer feedback call

2 Free services

Fiat S.p.A.

Renault S.A.


COMPETITIORS

General Motors Company

Daimler AG

Toyota Motor Corp.

Ford Motor Co.

Volkswagen AG

Honda Motor Co., Ltd.

Fiat S.p.A.

Renault S.A.


PRODUCT PROFILE

FORD FIESTA – THE BEST CHOICE

FORD FIESTA

LUXURY:- THE SHINE WITHIN Luxurious leather interiors

Metallic insets on trim

Mahogany wood- finished centre console

2 DIN MP3

SUPERLATIVE SAFETY

Anti- lock braking system (ABS) with EBD

Driver and front passenger airbags

Central locking and PATS (passive anti- theft system)

Programmable keyless entry & auto re- locking

STYLING :-THE WOW FACTOR


Kinetic design

Hyper silver alloys

Twin barrel crystal headlamps

Two tone color co-ordinate interiors

EXTERIOR COLOURS AVAILABLE

diamond white

moon dust silver

sea grey

paprika red

panther black

morello

chill metallic

FORD FIESTA RANGE AVAILABLE:-

1.6 DURATEC petrol EXI, ZXI, SXI and S

1.4 DURATORQ diesel (TDCi) EXI, ZXI, and SXI

FORD IKON


SENSIBLE BHI. CRAZY BHI

FORD IKON FEATURES

EXTERIOR

Kinetic design

All new stylish clear headlamps

Sporty front bumper with fog lamps bezels

All new clear type tail lamps

Stylish 7 – spoke wheel covers

Internally adjustable outside mirrors

INTERIORS

Plush two-tone beige environment

New seat fabric

LCD display odometer


Tachometer

Coin holder on floor console

Front 12 v power outlet

Boot lamp

Chrome insert on gear knob and packing brake button

Vanity mirror on passenger sun visor

SAFETY AND SECURITY

Collapsible steering coloumn

Front seat belt load limiters

Anti submarine seats

Child safety rear door locks

Front fog lamps

Day/ night rear view mirror

Central locking system

COMFORT AND CONVENIENCE


Air conditioning with heater

Power steering

Front & rear power windows

400 litres luggage compartment

Electric boot release

EXTERIOR COLOURS AVAILBLE

Diamond white

Morello

Sea grey

Paprika red

Moon dust silver

Panther black

Chill metallic

FORD FIGO


SMART & SMARTER

FEATURES

EXTERIOR APPEARANCE

Body colored front & rear bumpers

Left hand side outside mirrors

Full wheel covers

Body colored outside mirrors

Body colored outside door handles

Chrome finisher on radiator grille

Chrome finisher on tailgate appliqué

COMFORT AND CONVENINENCE

Air conditioning with heater


Power steering

Remote fuel filler opening

Anti- drip wiping

Front power windows

Remote boot open

Driver seat height adjust

Electrically adjustable outside mirrors

6 speed variable intermittent front wipers

FEATURES

INTERIORS

Vibrant coral ip

Day/ night inside rear view mirror

Cup holders in front central console

Foldable grab handles with coat hooks

Removable parcel tray

INFOTAINMENT AND CONNECTIVITY

wiring to antenna base

MP3 player with radio (AM/FM) + 4 speakers


Bluetooth phone interface

Full phone book access

Sms notification

Auto streaming

EXTERIOR COLORS AVAILABLE:-

Diamond white

Moon dust silver

Chill

Panther black

Sea grey

Squeeze

Colorado red

FORD ENDEAVOUR


TAKE THE LEAD

MUSCLE CLAD IN CONTEMPORARY NEW SKIN

The new ford Endeavour is built to lead. A perfect combination of power,

style, comfort and safety, the exciting new ford Endeavour can take on

anything the road throws at it. Under the bold new hood, behind the

imposing new headlights, beneath the chrome highlights and sculpted

tailgate and in the purposeful air intakes, lurks a beast that was born to be

ahead.

POWER AT ITS PEAK

The all new ford Endeavour owes its power to the best in- class 3 – litre

duratorq TDCi engine, delivering 380 NM of earth biting torque and 156 PS

of raw power to give you the true 4*4 experience. You also have the option

of a 2.5 litre duratorq TDCi engine that delivers 143 PS of power and 330

NM torque, adding quickness and agility to ultimate driving.


MORE SPACE FOR MORE ACTION

The space inside the ford Endeavour is in sharp contrast with the harsh

terrain on the outside. With innovative stowage spaces. All new- plush

camel interiors and refreshed instrument panel, your ride will be as

comfortable as it can be.

Colors available

Sea grey

Morello

Moon dust silver

Diamond white

METRO FORD ORGANISATIONAL CHART


MANPOWER AND DEPARTMENT


M .D. Tiruvengadaswam y

G.M .- sales prem chand shetty

G.M .- service G.S. prashanth

B.M . vishwanath. H.S

B.D.M .-

sales

sures

h.B

Sales consultants

1)Eshwa

r-bellary

2)dalveer singh

3) laxmikant

h redd

y- gulbarga

4) m anjunat

h-raichur

Receptionist/QCS-

EXECUTIV

E Guruprakash

Service/

Advisor

Irayya. T.

M ath

Spare

parts incharge balarama. n

Technician

1)bala

ganesh

2) vali

SR.. TECHNICIAN

Technician 1)ravi 2)Mohammed 3) umesh kumar

Painter

DCRC

Yasmeen

House keeping mahesh

A/C- EDP

Nagaraj.c.scashier Vijay kum ar.

joffice

boy gadhilingappa ravi

A.G.M - Finance K. Raghavendra

7 people work as sales executives

2 people for accounts section

7 people for service department

3 people for house keeping

In metro ford showroom it is a dealership of selling the ford cars. And

in dealership showrooms there is no need for human resource . so

we only have finance department and marketing department. There

are total number of 19 employees including the branch manager.

Selection of employees is done by the branch manager himself. He

tries to choose a fresh candidate because he can train them to his

standards and take work from them in a systematic manner.

Training to the employees is given for 1 week in Bangalore . training

is given to the suitability of the candidate. It can be given according

to the necessity of the candidate. If any new product is launched

then he needs to update his knowledge about the product.


Metro ford in Bellary is a dealership showroom it is been in existence

from 5 years.

When compared to other car showrooms metro ford has maintained

its brand strategy. It is doing good to all types of income groups. May

be it is middle or upper middle class. They give the finance options

according to the compatibility of the customers. The record they have

done in Bellary is for 100 days they sold 100 cars. They have a

customer feedback call. They have the facility of calling the

customers and know their queries. They keep asking feedbacks

from customers.

FORD SERVICE OFFERINGS


EXTENDED WARRANTY (EW) :- covers electrical and

mechanical failures beyond the standard warranty on

your ford

SCHEDULED SERVICE PLAN(SSP) :- Covers periodic

maintenance services as per the recommended service

schedule in the owners manual.

TOTAL MAINTENANCE PLAN(TMP) :- covers wear

and tear parts, periodic maintenance services and

electrical and mechanical failures.

PREFFERD INSURANCE(PI) :- for hassle- free

insurance coverage.

EXTENDED WARRANTY (EW)


Protect your ford against mechanical and electrical defects beyond

the standard warranty. Choose from a range of plans that we have to

offer.

BENEFITS OF THE FORD EXTENDED WARRANTY

100% backed by ford

Replacement or repair of any defective electrical or mechanical

part

Service at any ford dealership across India

No out-of-pocket expenses for repairs under coverage

Transferrable upon sale of vehicle

Peace-of-mind motoring

SCHEDULED SERVICE PLAN (SSP)


With a ford of SSP, you get the opportunity to pay up- front and get great

savings on scheduled service for up to 5 years.

BENEFITS OF THE SCHEDULED SERVICE PLAN

Savings of up to 10% on all paid service

Drive-in and drive-out cashless service with a one- time

payment.

Available at all ford dealerships across India

The cost of the scheduled service plan can be incorporated as

part of your EMI’S

Transferrable upon sale of vehicle

TOTAL MAINTENANCE PLAN (TMP)


Comprehensive maintenance plan ( for up to 3 years / 1,20,000 km )

that ensures that nothing gets in the way of enjoying your ford – the

ultimate peace – of – mind offering.

COVERAGE

Mechanical and electrical repairs

Periodic maintenance services

Replacement of wear and tear parts

BENEFITS

Includes the cost of parts and labour

Protection from price inflation – maintenance prices locked at rates

at purchase.

Transferrable upon sale of vehicle.

Wide variety of plans suited to your usage needs

PREFERRED INSURANCE


At ford, we have tied up with leading insurance providers to ensure that you

always get the best coverage and hassle free service. No matter where you

are in the country.

BENEFITS OF THE PREFERRED INSURANCE

Quick and easy insurance

Competitive rates and priority approvals

Offered at all ford dealerships in India

Near cashless service

Immediate renewals

QUICK SERVICE


When it comes to service. No one knows your car better than the

expert technicians at your ford service centre. And knowing how

important your time is, we offer you with the one – of- a kind quick

service facility- a full service of your ford in 90 minutes.

In the 90 minutes, we ensure that your vehicle is quickly checked,

required services completed and your car cleaned and handed over.


24* 7 ROADSIDE ASSISTANCE

When you’re out on the road, the last thing you would want is to be stuck

with a flat tyre, an empty gas tank or a dry battery. But worry no more as

the ford roadside assistance is just a phone call away, 24 hours a day, and

7 days a week.

BENEFITS OF ROADSIDE ASSISTANCE

Flat tyre replacement

Lost/ locked key assistance

Battery assistance

Towing assistance

Fuel delivery

Round-the-clock service

Taxi assistance

FORD GENUINE PARTS


Never compromise on the quality and performance of your ford. To ensure

that you can always get the best out of your vehicle, visit an authorized ford

service centre, where our expert technicians use only certified genuine ford

parts.

BENEFITS OF GENUINE FORD PARTS

Retains the structural & functional integrity of your ford vehicle

Confidence and peace- of- mind about the performance of your

vehicle at all times.

Covered under a 6 month / 10,000 km warranty the global ford

standards

Guaranteed standards of fit and finish

Increases the value of your vehicle upon resale

SERVICE PLEDGE


Ford service strives to give you the best service and care for your car

at all times and to show our commitment. We follow our service

pledge.

In case the promise are not kept , you can write a mail to the dealer

principal. Ask your dealership for the respective email address.

If the above promises are still not kept, you can escalate it to the

highest level by sending a mail to the MD of ford India at

[email protected]

FORD SERVICE

PROMISE THAT WE WILL……………..

Explain to you the required vehicle servicing, estimated cost and time before hand

Deliver the vehicle at the promised time

Ensure that the bill is within the estimate and explain the bill in detail

Respond to any query or concern within 24 hrs

MICHAEL BONEHAM, MD AND PRESIDENT

FORD INDIA PVT LIMITED



Ford Partners

At Ford Motor Company, we forge partnerships to better connect with our

customers. Together with companies like these, we can offer a broad range

of innovative products and services.


http://www.microsoft.com/

http://www.sirius.com/

http://www.sonystyle.com/

http://www.roush.com/

http://www.bp.com/

http://www.seaworld.com/

http://www.aquaticabyseaworld.com/

QUESTIONNAIRE

Please tick ( ) mark for answer.


http://www.eddiebauer.com/

http://www.discoverycove.com/

http://www.watercountryusa.com/

http://www.buschgardens.com/

http://www.adventureisland.com/

http://www.sesameplace.com/

1. Do you own a ford car ?

(1)Yes (2) No

2. If yes which model?

3. How often you go for servicing?

4. Do you come for service with appointment?

(1)With appointment (2) without appointment

5. Are you aware of total no of free services offered by metro ford ?

(1) Yes (2) No

6. Do you know the various sub services provided during free services?

(1) Yes (2) No

7. How was the approach of the staff during services?

(1) Excellent (2) Good (3) Fair

(4) Bad (5) Very bad

8. Did they deliver your vehicle on time?

(1) Yes (2) No

9. During servicing of your vehicle all your complaints were addressed properly?

(1) Yes (2) No

10. Which factor you will consider most while giving your vehicle for service at metro ford ?


(1) Good service (2) Timely Delivery

(3) Staff Behavior

(4) Availability of spare parts (5) others

11. I am satisfied with the after sales service provided at metro ford ?

(1) Completely satisfied (2) satisfied

(3) Fair (4) Dis satisfied

(5) completely dis satisfied.

12. If you are not satisfied? Give reasons

13. The paid service at metro ford is?

(1) Cheap (2) Moderate (3) Costly

14. Do you want to prefer for future paid services at Metro ford?

(1) Yes (2) No

15. If No why? Give reasons

16. Any suggestions to improve quality of service at Metro ford?

BIBLIOGRAPHY

www.metroford.com


http://www.metroford.com/

www.metrofordindia.com

www.ford.com

www.google.com

www.india.ford.com


http://www.india.ford.com/

http://www.google.com/

http://www.ford.com/

http://www.metrofordindia.com/

Education

Ford project final