Customer Satisfaction

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported experience
with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."
[1]
In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
[1]

It is seen as a key performance indicator within business and is often part of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
[2]

"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these ratings
dip, they warn of problems that can affect sales and profitability.... These metrics quantify an
important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing,
which is both free and highly effective."
[1]

Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do
this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service has met
or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers
have high expectations and the reality falls short, they will be disappointed and will likely rate their
experience as less than satisfying. For this reason, a luxury resort, for example, might receive a
lower satisfaction rating than a budget motel—even though its facilities and service would be
deemed superior in 'absolute' terms."
[1]

The importance of customer satisfaction diminishes when a firm has increased bargaining power.
For example, cell phone plan providers, such as AT&T andVerizon, participate in an industry that is
an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell
phone plan contracts have a lot of fine print with provisions that they would never get away if there
were, say, 100 cell phone plan providers, because customer satisfaction would be far too low, and
customers would easily have the option of leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
Contents
[hide]
 1 Purpose
 2 Theoretical Ground
o 2.1 The Disconfirmation Model
 3 Construction
 4 Methodologies
 5 See also
 6 References
 7 External links
Purpose[edit]

A business ideally is continually seeking feedback to improve customer satisfaction.
"Customer satisfaction provides a leading indicator of consumer purchase intentions and
loyalty."
[1]
"Customer satisfaction data are among the most frequently collected indicators of market
perceptions. Their principal use is twofold:"
[1]

1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with with the company's goods and services."
[1]

2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm‘s customers will make
further purchases in the future. Much research has focused on the relationship between
customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are
most strongly realized at the extremes."
On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to become return
customers and might even evangelize for the firm. (A second important metric related to satisfaction
is willingness to recommend. This metric is defined as "The percentage of surveyed customers who
indicate that they would recommend a brand to friends." When a customer is satisfied with a product,
he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing
advantage.) "Individuals who rate their satisfaction level as '1,' by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to prospective
customers. Willingness to recommend is a key metric relating to customer satisfaction."
[1]

Theoretical Ground[edit]
"In literature antecedents of satisfaction are studied from different aspects. The considerations
extend from psychological to physical and from normative to positive aspects. However, in most of
the cases the consideration is focused on two basic constructs as customers expectations prior to
purchase or use of a product and his relative perception of the performance of that product after
using it.
Expectations of a customer on a product tell us his anticipated performance for that product. As it is
suggested in the literature, consumers may have various "types" of expectations when forming
opinions about a product's anticipated performance. For example, four types of expectations are
identified by Miller (1977): ideal, expected, minimum tolerable, and desirable. While, Day (1977)
indicated among expectations, the ones that are about the costs, the product nature, the efforts in
obtaining benefits and lastly expectations of social values. Perceived product performance is
considered as an important construct due to its ability to allow making comparisons with the
expectations.
It is considered that customers judge products on a limited set of norms and attributes. Olshavsky
and Miller (1972) and Olson and Dover (1976) designed their researches as to manipulate actual
product performance, and their aim was to find out how perceived performance ratings were
influenced by expectations. These studies took out the discussions about explaining the differences
between expectations and perceived performance."
[3]

The Disconfirmation Model[edit]
"The Disconfirmation Model is based on the comparison of customers‘ [expectations] and their
[perceived performance] ratings. Specifically, an individual‘s expectations are confirmed when a
product performs as expected. It is negatively confirmed when a product performs more poorly than
expected. The disconfirmation is positive when a product performs over the expectations(Churchill &
Suprenant 1982). There are four constructs to describe the traditional disconfirmation paradigm
mentioned as expectations, performance, disconfirmation and satisfaction."
[3]
"Satisfaction is
considered as an outcome of purchase and use, resulting from the buyers‘ comparison of expected
rewards and incurred costs of the purchase in relation to the anticipated consequences. In operation,
satisfaction is somehow similar to attitude as it can be evaluated as the sum of satisfactions with
some features of product."
[3]
"In the literature, cognitive and affective models of satisfaction are also
developed and considered as alternatives(Pfaff, 1977). Churchill and Suprenant in 1982, evaluated
various studies in the literature and formed an overview of Disconfirmation process in the following
figure:"
[3]

Construction[edit]
Organizations need to retain existing customers while targeting non-customers.
[4]
Measuring
customer satisfaction provides an indication of how successful the organization is at providing
products and/or services to the marketplace.
"Customer satisfaction is measured at the individual level, but it is almost always reported at an
aggregate level. It can be, and often is, measured along various dimensions. A hotel, for example,
might ask customers to rate their experience with its front desk and check-in service, with the room,
with the amenities in the room, with the restaurants, and so on. Additionally, in a holistic sense, the
hotel might ask about overall satisfaction 'with your stay.'"
[1]


Customer Satisfaction Measurement Touch Screen Device In a Hotel
As research on consumption experiences grows, evidence suggests that consumers purchase
goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic
benefits are associated with the sensory and experiential attributes of the product. Utilitarian benefits
of a product are associated with the more instrumental and functional attributes of the product (Batra
and Athola 1990).
[5]

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also
vary depending on other options the customer may have and other products against which the
customer can compare the organization's products.
Work done by Parasuraman, Zeithaml and Berry (Leonard L)
[6]
between 1985 and 1988 provides the
basis for the measurement of customer satisfaction with a service by using the gap between the
customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. Work
done by Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to expectation.
The usual measures of customer satisfaction involve a survey
[7]
from software providers such
as Confirmit, Medallia and Satmetrix
[8]
with a set of statements using a Likert Technique or scale.
The customer is asked to evaluate each statement and in term of their perception and expectation of
performance of the organization being measured. Their satisfaction is generally measured on a five-
point scale.

"Customer satisfaction data can also be collected on a 10-point scale."
[1]

"Regardless of the scale used, the objective is to measure customers‘ perceived satisfaction with
their experience of a firm‘s offerings."
[1]
It is essential for firms to effectively manage customer
satisfaction. To be able do this, we need accurate measurement of satisfaction.
[9]

Good quality measures need to have high satisfaction loadings, good reliability, and low error
variances.
[10]
In an empirical study comparing commonly used satisfaction measures it was found
that two multi-item semantic differential scales performed best across both hedonic and utilitarian
service consumption contexts. According to studies by Wirtz & Lee (2003),
[11]
they identified a six-
item 7-point semantic differential scale (for example, Oliver and Swan 1983), which is a six-item 7-
point bipolar scale, that consistently performed best across both hedonic and utilitarian services. It
loaded most highly on satisfaction, had the highest item reliability, and had by far the lowest error
variance across both studies. In the study,
[11]
the six items asked respondents‘ evaluation of their
most recent experience with ATM services and ice cream restaurant, along seven points within
these six items: ―pleased me to displeased me‖, ―contented with to disgusted with‖, ―very satisfied
with to very dissatisfied with‖, ―did a good job for me to did a poor job for me‖, ―wise choice to poor
choice‖ and ―happy with to unhappy with‖.
A semantic differential (4 items) scale (e.g., Eroglu and Machleit 1990),
[12]
which is a four-item 7-point
bipolar scale, was the second best performing measure, which was again consistent across both
contexts. In the study, respondents were asked to evaluate their experience with both products,
along seven points within these four items: ―satisfied to dissatisfied‖, ―favorable to unfavorable‖,
―pleasant to unpleasant‖ and ―I like it very much to I didn’t like it at all‖.
[11]

The third best scale was single-item percentage measure, a one-item 7-point bipolar scale (e.g.,
Westbrook 1980).
[13]
Again, the respondents were asked to evaluate their experience on both ATM
services and ice cream restaurants, along seven points within ―delighted to terrible‖.
[11]

It seems that dependent on a trade-off between length of the questionnaire and quality of
satisfaction measure, these scales seem to be good options for measuring customer satisfaction in
academic and applied studies research alike. All other measures tested consistently performed
worse than the top three measures, and/or their performance varied significantly across the two
service contexts in their study. These results suggest that more careful pretesting would be prudent
should these measures be used.
[11]

Finally, all measures captured both affective and cognitive aspects of satisfaction, independent of
their scale anchors.
[11]
Affective measures capture a consumer‘s attitude (liking/disliking) towards a
product, which can result from any product information or experience. On the other hand, cognitive
element is defined as an appraisal or conclusion on how the product‘s performance compared
against expectations (or exceeded or fell short of expectations), was useful (or not useful), fit the
situation (or did not fit), exceeded the requirements of the situation (or did not exceed).
[14]

Methodologies[edit]
American Customer Satisfaction Index (ACSI) is a scientific standard of customer satisfaction.
Academic research has shown that the national ACSI score is a strong predictor of Gross Domestic
Product (GDP) growth, and an even stronger predictor of Personal Consumption Expenditure (PCE)
growth.
[15]
On themicroeconomic level, academic studies have shown that ACSI data is related to a
firm's financial performance in terms of return on investment (ROI), sales, long-term firm value
(Tobin's q), cash flow, cash flow volatility, human
capital performance, portfolio returns, debt financing, risk, and consumer spending.
[16][17][18]
Increasing
ACSI scores has been shown to predict loyalty, word-of-mouth recommendations, and purchase
behavior. The ACSI measures customer satisfaction annually for more than 200 companies in 43
industries and 10 economic sectors. In addition to quarterly reports, the ACSI methodology can be
applied to private sector companies and government agencies in order to improve loyalty and
purchase intent.
[19]
ASCI scores have also been calculated by independent researchers, for example,
for the mobile phones sector,
[20]
higher education,
[21]
and electronic mail.
[22]

The Kano model is a theory of product development and customer satisfaction developed in the
1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive,
One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some insight into the
product attributes which are perceived to be important to customers.
SERVQUAL or RATER is a service-quality framework that has been incorporated into customer-
satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction Barometer
[23]
) to indicate the
gap between customer expectations and experience.
J.D. Power and Associates provides another measure of customer satisfaction, known for its top-box
approach and automotive industry rankings. J.D. Power and Associates' marketing research consists
primarily of consumer surveys and is publicly known for the value of its product awards.
Other research and consulting firms have customer satisfaction solutions as well. These include A.T.
Kearney's Customer Satisfaction Audit process,
[24]
which incorporates the Stages of Excellence
framework and which helps define a company‘s status against eight critically identified dimensions.
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate
to the survey is desirable.
[25]
The American Customer Satisfaction Index (2012) found that response
rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap
and e-mail) were averaging between 5% and 15% - which can only provide a straw poll of the
customers' opinions.
In the European Union member states, many methods for measuring impact and satisfaction of e-
government services are in use, which the eGovMoNet project sought to compare and harmonize.
[26]

These customer satisfaction methodologies have not been independently audited by the Marketing
Accountability Standards Board (MASB) according to MMAP (Marketing Metric Audit Protocol).
See also[edit]
 Business case
 Customer service
 Customer Loyalty
 The International Customer Service Institute
References[edit]
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b

c

d

e

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Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein
(2010). Marketing Metrics: The Definitive Guide to Measuring Marketing Performance.Upper
Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2. The Marketing
Accountability Standards Board (MASB) endorses the definitions, purposes, and constructs of
classes of measures that appear in Marketing Metrics as part of its ongoing Common Language:
Marketing Activities and Metrics Project. Material used from this publication in this article has
been licensed under Creative Commons Share Alike and Gnu Free Documentation License. See
talk.
2. Jump up^ Gitman, Lawrence J.; Carl D. McDaniel (2005). The Future of Business: The
Essentials. Mason, Ohio: South-Western. ISBN 0-324-32028-0.
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A Central Phenomenon in Marketing". [1]
4. Jump up^ John, Joby (2003). Fundamentals of Customer-Focused Management: Competing
Through Service. Westport, Conn.: Praeger. ISBN 978-1-56720-564-0.
5. Jump up^ Batra, Rajeev and Olli T. Athola (1990), ―Measuring the Hedonic and Utilitarian
Sources of Consumer Attitudes,‖ Marketing Letters, 2 (2), 159-70.
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Effects in Satisfaction Measures of Service Attributes,‖ International Journal of Service Industry
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13. Jump up^ Westbrook, Robert A. (1980), ―A Rating Scale for Measuring Product/Service
Satisfaction,‖ Journal of Marketing, 44 (Fall), 68-72.
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15. Jump up^ Fornell, C., R.T. Rust and M.G. Dekimpe (2010). "The Effect of Customer Satisfaction
on Consumer Spending Growth," Journal of Marketing Research, 47(1), 28-35.
16. Jump up^ Vikas Mittal; Carly Frennea (2010). "Customer Satisfaction: A Strategic Review and
Guidelines for Managers." Marketing Science Institute: MSI Fast Forward (10-701).
17. Jump up^ Anderson, E.W., C. Fornell & S.K. Mazvancheryl (2004). "Customer Satisfaction and
Shareholder Value." Journal of Marketing, Vol. 68, October, 172-185.
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Satisfaction and Stock Prices: High Returns, Low Risk," Journal of Marketing, 70(1), 3−14.
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of Perceived Performance, Citizen Satisfaction and Trust with US Federal Agencies."
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1. "Mahindra acquires Kinetic Motors". DNA.
2. Jump up^ "Mahindra opens two-wheeler R&D centre". The Hindu (Chennai, India). 5 July 2012.
3. Jump up^ "Mahindra launches motorcycle Centuro at Rs45,000 - Money - DNA". dnaindia.com.
2013. Retrieved 2 July 2013. "launched its new motorcycle 'Centuro'"
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into 110cc scooter segment with Gutso]
5. Jump up^ "Cars and Bike awards 2010". NDTV.
6. Jump up^ http://www.sportzpower.com/?q=content/new-mahindra-rodeo-rz-wins-pit-stop-
monsoon-rally-very-1st-year-participation. Missing or empty |title= (help)
7. Jump up^ "Campaign India Digital Media Awards 2012". Campaign India.
8. Jump up^ Shamim Khan steers the New Mahindra Ro





The Hyundai Motor Company (Hangul: 현대자동차
주식회사; hanja: 現代自動車株式會社; RR: Hyeondae Jadongcha
Jushikhwesa; Hangul: 현대; hanja: 現代; MR: Hyŏndae, IPA: [hj

nd],
[4]
modernity; KRX: 005380) is
a South Koreanmultinational automotive manufacturer headquartered in Seoul, South Korea. The
company was founded in 1967 and, along with its 32.8% owned subsidiary, Kia Motors, together
comprise the Hyundai Motor Group, which is the world's fifth largest automaker based on annual
vehicle sales in 2012.
[5][6][needs update]
In 2008, Hyundai Motor (without Kia) was ranked as the eighth
largest automaker.
[7]
As of 2012, the Company sold over 4.4 million vehicles worldwide in that
year,
[8]
and together with Kia total sales were 7.12 million.
[9]

Hyundai is currently the fourth largest vehicle manufacturer in the world. Hyundai operates the
world's largest integrated automobile manufacturing facility
[10]
in Ulsan, South Korea, which has an
annual production capacity of 1.6 million units. The company employs about 75,000 people
worldwide. Hyundai vehicles are sold in 193 countries through some
6,000 dealerships and showrooms.
Contents
[hide]
 1 History
o 1.1 Research and development
o 1.2 Business
 2 Design emphasis
 3 Regional operations
o 3.1 North America
 3.1.1 USA
 3.1.2 Canada
 3.1.3 Mexico
o 3.2 South America
 3.2.1 Brazil
 3.2.2 Panama & Dominican Republic
o 3.3 Asia
 3.3.1 China
 3.3.1.1 Beijing Hyundai
 3.3.1.2 Hawtai partnership
 3.3.1.3 Commercial vehicles
 3.3.2 India
 3.3.3 Japan
 3.3.4 Philippines
 3.3.5 Turkey
o 3.4 Europe
 3.4.1 Germany
 3.4.2 Czech Republic
 3.4.3 Russia
o 3.5 Africa
 3.5.1 Egypt
 3.5.2 Libya
o 3.6 Oceania
 3.6.1 Australia
 3.6.2 New Zealand
 4 Electric vehicles
 5 Environmental record
 6 Motorsport
 7 Model lineup
o 7.1 SUVs and vans
o 7.2 Commercial vehicles
 8 Concept car
 9 Marketing
o 9.1 Live Brilliant
o 9.2 Corporate social responsibility
o 9.3 Sports sponsorship
o 9.4 Other sponsorships
 10 Controversies
o 10.1 Inflated fuel economy numbers
o 10.2 Wrongly advertised engine and horsepower
 11 See also
 12 References
 13 External links
History[edit]

The world's largest automobile manufacturing plant in Ulsan, South Korea, produces over 1.6 million vehicles
annually.
Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai
Motor Company was later established in 1967. The company's first model, the Cortina, was released
in cooperation with Ford Motor Company in 1968. When Hyundai wanted to develop their own car,
they hired George Turnbull, the former Managing Director of Austin Morris at British Leyland. He in
turn hired five other top British car engineers. They were Kenneth Barnett body design, engineers
John Simpson and Edward Chapman, John Crosthwaite ex-BRM as chassis engineer and Peter
Slater as chief development engineer.
[11][12][13][14]
In 1975, the Pony, the first Korean car, was released,
with styling by Giorgio Giugiaro of ItalDesign and powertrain technology provided by
Japan's Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to
the Benelux countries.
In 1984, Hyundai exported the Pony to Canada, but not to the United States, because the Pony
didn't pass emissions standards there. Canadian sales greatly exceeded expectations, and it was at
one point the top-selling car on the Canadian market. In 1985, the one millionth Hyundai car was
built.
[15]

In 1986, Hyundai began to sell cars in the United States, and the Excel was nominated as "Best
Product #10" by Fortune magazine, largely because of its affordability. The company began to
produce models with its own technology in 1988, beginning with the midsize Sonata. In the spring of
1990, aggregate production of Hyundai automobiles reached the four million mark.
[15]
In 1991, the
company succeeded in developing its first proprietary gasoline engine, the four-cylinder Alpha, and
also its own transmission, thus paving the way for technological independence.
In 1996, Hyundai Motor India Limited was established with a production plant in Irungattukottai
near Chennai, India.
[16]

In 1998, Hyundai began to overhaul its image in an attempt to establish itself as a world-class brand.
Chung Ju Yung transferred leadership of Hyundai Motor to his son, Chung Mong Koo, in
1999.
[17]
Hyundai's parent company, Hyundai Motor Group, invested heavily in the quality, design,
manufacturing, and long-term research of its vehicles. It added a 10-year or 100,000-mile
(160,000 km) warranty to cars sold in the United States and launched an aggressive marketing
campaign.
In 2004, Hyundai was ranked second in "initial quality" in a survey/study by J.D. Power and
Associates. Hyundai is now one of the top 100 most valuable brands worldwide. Since 2002,
Hyundai has also been one of the worldwide official sponsors of the FIFA World Cup.
In 2006, the South Korean government initiated an investigation of Chung Mong Koo's practices as
head of Hyundai, suspecting him of corruption. On 28 April 2006, Chung was arrested, and charged
for embezzlement of 100 billion South Korean won (US$106 million).
[18]
As a result, Hyundai Vice
Chairman and CEO, Kim Dong-jin, replaced him as head of the company. On 30 September 2011,
Yang Seung Suk announced his retirement as CEO of Hyundai Motor Co. In the interim replacement
period, Chung Mong-koo and Kim Eok-jo will divide the duties of the CEO position.
[19]

Research and development[edit]
Hyundai has 6 centres worldwide, located in Korea (three offices), Germany, Japan and India.
Additionally, there is an American design centre in California that develops designs for US
markets.
[20]

Business[edit]
See also: Hyundai
In 1998, after a shake-up in the Korean auto industry caused by overambitious expansion and
the Asian financial crisis, Hyundai acquired rival Kia Motors. In 2000, the company established a
strategic alliance with DaimlerChrysler and severed its partnership with the Hyundai Group. In 2001,
the Daimler-Hyundai Truck Corporation was formed. In 2004, however, DaimlerChrysler divested its
interest in the company by selling its 10.5% stake for $900 million.
Hyundai has invested in manufacturing plants in the North America, India, the Czech
Republic,Russia, China and Turkey as well as research and developmentcentres in Europe, Asia,
North America and the Pacific Rim. In 2004, Hyundai Motor Company had $57.2 billion in sales
in South Korea making it the country's second largest corporation, or chaebol. Worldwide sales in
2005 reached 2,533,695 units, an 11 percent increase over the previous year. In 2011, Hyundai sold
4.05 million cars worldwide and the Hyundai Motor Group was the world's fourth largest automaker
behind GM, Volkswagen and Toyota - a distinction it earned when it surpassed Ford Auto Group in
2009.
[21][22]
Hyundai vehicles are sold in 193 countries through some 5,000 dealerships.
The Hyundai brand power continues to rise as it was ranked 65th in the 2007 Best Global Brands by
Interbrand and BusinessWeek survey, with brand value estimated at $5.0 billion. Public perception
of the Hyundai brand has been transformed as a result of dramatic improvements in the quality of
Hyundai vehicles. As of 2011, it is the world's fastest growing car brand for two years
running.
[23][unreliable source?]

Design emphasis[edit]
In 2006, Hyundai hired Thomas Bürkle as head of the company's design center
in Russelsheim, Germany. Burkle had previously worked for BMW, having designed the BMW 3
Series (E46), and the BMW 6 Series (E63).
[24][25]
Hyundai's current design philosophy is known
as Fluidic Sculpture,
[26]
which is heavily inspired by nature.
[27]

Regional operations[edit]
North America[edit]

The Hyundai Genesis, named the 2009 North American Car of the Year.

The 6th Generation Hyundai Sonatawas awarded 'Top Safety Pick' fromInsurance Institute for Highway Safety(IIHS)
in the United States.
[28]


The Hyundai Elantra was crownedNorth American Car of the Year at the 2012 Detroit Auto Show.

The Hyundai Tiburon, also known as the Tuscani in South Korea and as the Coupe in Great Britain. it was
discontinued in 2008.

The 2012 Hyundai Veloster is a compact 3-door sports car first produced in 2011 as a replacement for the
discontinued Hyundai Tiburon.

The Hyundai Tucson, also known as ix35 in Europe and Brazil from second generation.

Hyundai Santa Fe was awarded the Top Pick by Consumer Reports in 2008.

A Hyundai Universe Space Luxury, the latest modern coach by Hyundai. Successor to the Hyundai Aero.
USA[edit]
Hyundai Motor America began selling cars in the USA on 20 February 1986, with a single model,
the Hyundai Excel. TheExcel was offered in a variety of trims and body styles. That year, Hyundai
set a record of selling the most automobiles in its first year of business in the United States
compared to any other car brand; total sales in 1986 were 168,882.
Initially well received, the Excel's faults soon became apparent; cost-cutting measures caused
reliability to suffer. With an increasingly poor reputation for quality, Hyundai sales plummeted, and
many dealerships either earned their profits on repairs or abandoned the product. At one point,
Hyundai became the butt of many jokes (i.e. Hyundai stands for "Hope you understand nothing's
driveable and inexpensive") and even made David Letterman's Top Ten Hilarious Mischief Night
Pranks To Play In Space: No.8 – Paste a "Hyundai" logo on the main control panel.
[29]

In response, Hyundai began investing heavily in the quality, design, manufacturing, and long-term
research of its vehicles. It added a 10-year or 100,000-mile (160,000 km) powertrain warranty
(known as the Hyundai Advantage) to its vehicles sold in the United States. By 2004, sales had
dramatically increased, and the reputation of Hyundai cars improved. In 2004, Hyundai tied with
Honda for initial brand quality in a survey/study from J.D. Power and Associates, for having 102
problems per 1000 vehicles. This made Hyundai second in the industry, only behind Toyota, for
initial vehicle quality. The company continued this tradition by placing third overall in J.D. Power's
2006 Initial Quality Survey, behind only Porsche and Lexus.
[30]
Hyundai is ranked number 4 in World's
Most Admired Companies under the motor vehicles section of CNN, after BMW (Bayerische Motoren
Werke), Volkswagen and Daimler in 2011.
Hyundai continues to invest heavily in its American operations as its cars grow in popularity. In 1990,
Hyundai established the Hyundai Design Center in Fountain Valley, California. The center moved to
a new $30 million facility in Irvine, Californiain 2003, and was renamed the Hyundai Kia
Motors Design and Technical Center. Besides the design studio, the facility also housed Hyundai
America Technical Center, Inc. (HATCI, established in 1986), a subsidiary responsible for all
engineering activities in the U.S. for Hyundai. Hyundai America Technical Center moved to its new
200,000-square-foot (19,000 m
2
), $117 million headquarters in Superior Township,
Michigan (near Ann Arbor) in 2005. Later that same year, HATCI announced that it would be
expanding its technical operations in Michigan and hiring 600 additional engineers and other
technical employees over a period of five years. The center also has employees in California
and Alabama.
Hyundai incorporated a new manufacturing facility, Hyundai Motor Manufacturing Alabama, in April
2002. The new plant inMontgomery, Alabama was completed during 2004, at a cost of $1.7 billion.
Production started in May 2005. It employed more than 3000 workers in 2012.
[31]
Currently, the plant
assembles the Hyundai Elantra, the Hyundai Sonata, and theHyundai Theta engine. It is Hyundai's
second attempt at producing cars in North America since Hyundai Auto Canada Inc.'s plant
in Quebec closed in 1993.
Hyundai America Technical Center completed construction of its Hyundai/Kia proving ground
in California City, California in 2004. The 4,300-acre (17 km
2
) facility is located in the Mojave
Desert and features a 6.4-mile (10.3 km) oval track,
[10]
a Vehicle Dynamics Area, a vehicle-handling
course inside the oval track, a paved hill road, and several special surface roads. A 30,000-square-
foot (2,800 m
2
) complex featuring offices and indoor testing areas is located on the premises as well.
The facility was built at a cost of $50 million. An aerial view can be found here.
[32]

In 2003, Consumer Reports, based on complaints about 2002 model new cars that in general are
less than one year usage, ranked Hyundai's reliability tied with Honda's; however, J.D. Power and
Associates put Hyundai's 2002 vehicles below the industry average according to its annual Initial
Quality Survey, which looks at problems in the first 90 days of ownership.
[33]

In 2006, J.D. Power and Associates' quality ranking, overall the Hyundai brand ranked 3rd, just
behind Porsche and Lexus, and beating longtime rival Toyota.
[34]
But Hyundai's ranking fell to twelfth
in 2007.
[35]
However, in 2009, Hyundai was the Highest Ranked Non-Premium Nameplate in the J.D.
Power and Associates Initial Quality Study.
[36]

In the 2007 Strategic Vision Total Quality Awards, Hyundai Motor leads the most vehicle segments
in Strategic Vision's Total Quality Index, measuring the ownership experience. They attempt to
measure more than just the number of problems per vehicle. Hyundai tops in Strategic Vision Total
Quality Awards. For the first time ever, Hyundai has risen to share the position of having the most
models leading a segment. three models with the top Total Quality Index (TQI) score in their
segments, including the Hyundai Azera, Entourage, Santa Fe.
[37][38]

In 2007 at the New York International Auto Show, Hyundai unveiled its V8 rear-drive luxury sedan
called the Concept Genesis to be slotted above the Azera in the Hyundai line-up. This concept made
its American debut in mid-2008. The Genesis reintroduced rear-wheel drive to the Hyundai range
following a long period of only producing front-wheel drive cars.
[39]

In 2007 at the Los Angeles International Auto Show, Hyundai unveiled its second rear-drive concept
car, the Concept Genesis Coupe, will be Hyundai's first sports car due to make its debut in early
2009.
[40]

In 2008, Hyundai Santa Fe and Hyundai Elantra were awarded 2008 Consumer Reports "top picks".
The magazine's annual ratings, based on road tests and predicted safety and reliability are
considered highly influential among consumers.
[41]
TheHyundai Elantra was Consumer Reports' top-
ranked 2008 vehicle among 19 other compacts and small family cars, beating out the Honda Civic,
Toyota Corolla and Toyota Prius.
[42]

In 2008, at the North American International Auto Show, the production version of the luxury &
performance-oriented Hyundai Genesis sedan made its debut, dealerships will have the Genesis as
soon as summer 2008. In 2008, at the New York International Auto Show, Hyundai debuted its
production version of the performance-oriented rear-drive Hyundai Genesis Coupe, slated to hit
dealerships in early 2009.
On 6 January, Hyundai reported sales of December 2008 fell to 24,037, from 46,487 in previous
year and sales for the year dropped 14%, a day after the company launched 'Hyundai Assurance' in
order to spark sales amid tough economic conditions.
[43]

In 2009, Hyundai announced the five-door hatchback variant of the Elantra compact sedan will carry
the name Elantra Touring when it goes on sale in the spring as a 2009 model.
[44]

In 2009, the Hyundai Genesis luxury sedan was named 2009 North American Car of the Year, the
first for Hyundai.
[45]
The Genesis has received a number of well-recognized automobile awards
worldwide. It also won the 2009 Canadian Car of the Year after winning its category of Best New
Luxury Car under $50,000.
[46]
The Hyundai's V8 Tau engine in the Genesis, which develops 375 hp
(280 kW) on premium fuel and 368 hp (274 kW) on regular fuel, received 2009 Ward's 10 Best
Engines award.
[47]

In 2009, 4 models from Hyundai and two from Kia, earned the Top Safety Award by the Insurance
Institute for Highway Safety (IIHS).
[48]

In 2009, Hyundai/Kia vehicles were named as "least expensive vehicles to insure". Hyundai/Kia
vehicles were the least expensive to insure and occupied the 'top five' least expensive slots, said
Insure.com.
[49]

In 2009, according to a preliminary report from the Environmental Protection Agency published in
November 2009, which is based on 2009 pre-model year production projections provided by
automakers,
[50]
Hyundai, at an average of 23.4 mpg-US(10.1 L/100 km; 28.1 mpg-imp), is the second
most fuel-efficient automaker in America, after Honda's combined U.S. fleet of Honda and Acura
models at an average of 23.6 mpg-US (10.0 L/100 km; 28.3 mpg-imp).
[51]

In 2010, a Consumer Reports reliability survey ranked Hyundai (including Kia) as the fourth-best
automaker. The ratings reflect the performance, comfort, utility and reliability of more than 280
vehicles that the magazine recently tested.
[52]

In 2010, the Hyundai Equus made its North American debut at the North American International Auto
Show
In January 2012, the Hyundai Elantra was named the North American Car of the Year at the North
American International Auto Show, selling more than 200,000 cars since the model's redesigned
debut.
[53]

Canada[edit]

Hyundai Auto Canada office in Markham
In 1989, Hyundai Auto Canada Inc. opened a stamping and assembly plant in Bromont, Quebec,
employing 800. The plant cost $387.7 million, with Quebec and Canadian federal government
subsidies of $131 million.
[54]
The plant was designed to manufacture approximately 2000 Hyundai
Sonatas per week.
[54]
Subsequently, Chrysler and Hyundai considered a joint venture that would
have Chrysler rebranding the Sonata manufactured at Bromont – only to later announce the deal
had failed.
[55]
The Bromont plant was operational for four years before it closed – with Hyundai's
sales unable to support the plant. With boost in sales in 2009, Hyundai Auto Canada Inc. is currently
planning to build a new plant in Canada and resume production in Canada.
[56]
Hyundai subsequently
sold the plant,
[56]
which was eventually purchased by Olymbec inc, a Quebec real estate developer.
Hyundai is the No.1 import car brand in Canada without a local plant. Sales over 100,000 cars-per-
year mark in 2012.
Mexico[edit]
Hyundai Motor México entered the Mexican market in 2014 with the Hyundai Grand i10, the Hyundai
Elantra, and the Hyundai ix35.
[57]
Soon afterwards, theHyundai Sonata joined the lineup. Prior to the
introduction of the Hyundai brand for non-commercial vehicles, Hyundai passenger vehicles, light-
duty cargo vans, and passenger vans were distributed by Chrysler de México, branded as Dodge.
South America[edit]
Brazil[edit]
Hyundai has been a major presence in the Brazilian luxury car market for some time.
[clarification needed]
In
October 2012, Hyundai launched a new small bi-fuel car, theHB-20, designed specifically for the
Brazilian mass-market. This car, the first product of the new "Projeto HB" (Hyundai Brazil), is built at
a new Hyundai factory in Brazil, located in Piracicaba, São Paulo.
[58]
The HB-20 is of very similar size
to the Hyundai i20, launched in other parts of the world in 2008.
Panama & Dominican Republic[edit]
Hyundai is No.1 sales car brand in Panama & Dominican Republic.
Asia[edit]
China[edit]
Hyundai models sell well in China.
[citation needed]
Hyundai is currently working with its Chinese partner
Beijing Automobile Industry Holding Co. to develop an electric car for sale only in China.
[59][60]
In
September 2011, it was announced that Korean celebrity Lee Min Ho, who is popular in China, will
promote Hyundai's new 'Veloster' in China.
[61]

Beijing Hyundai[edit]
A joint venture with Beijing Automotive Group,
[62]
Beijing Hyundai Motor manufactures many Hyundai
vehicles,
[citation needed]
as well as a few models which are exclusive to the Chinese market.
[63]
This
company sold 700,000 passenger cars in 2010. 855,995 car sales in 2012.
[64][65]
Beijing Hyundai has
3 assembly plants, each 300,000 unit annual capacity in NE Beijing outskirts. Beijing Hyundai
produce most of the taxies in Beijing of the year 2013.
Hawtai partnership[edit]
Between 2002
[66]
-2010,
[67]
Hawtai Motor made Chinese-market versions of the Hyundai
Matrix,
[68]
the Hyundai Santa Fe
[66][69]
and the Hyundai Terracan.
[66][69]
The Santa Fe was the fifth most-
purchased SUV in China in 2010,
[70]
and some of Hawtai's versions may greatly differ from those sold
in other markets.
[71]

Commercial vehicles[edit]
In October 2010, Hyundai signed agreement with Sichuan Nanjun Automobile on setting up a
commercial vehicle joint venture—Sichuan Hyundai Motor Co. Ltd.
[60]

India[edit]

Hyundai's manufacturing plant at Irungattukottai near Sriperumbudur, India.
Hyundai Motor India Limited is currently the second largest auto exporter from India.
[72]
It is making
India the global manufacturing base for small cars.
Hyundai sells several models in India, the most popular being the Santro Xing, i10, Hyundai EON
and the i20. On 3 September 2013, Hyundai launched its much-awaited car, Grand i10 in petrol and
diesel variants. Other models include theGetz, Accent, Elantra, second generation Verna, Santa Fe
and the Sonata Transform. Hyundai has two manufacturing plants in India located at Sriperumbudur
in the Indian state of Tamil Nadu. Both plants have a combined annual capacity of 600,000 units. In
the year 2007, Hyundai opened its R&D facility in Hyderabad, employing now nearly 450 engineers
from different parts of the country. Hyundai Motor India Engineering (HMIE) gives technical &
engineering support in vehicle development and CAD & CAE support to Hyundai's main R&D centre
in Namyang, Korea. In mid 2014, Hyundai launched Xcent, a sedan based on successful Grand i10.
Recently, on 11 August 2014, Hyundai India Motor Limited launched theElite i20 in petrol and diesel
variants.
In 2007, Hyundai started its support engineering centre with CAD/CAE teams in Hyderabad, India.
Hyundai expanded its engineering activities in India with Vehicle Engineering team in 2010. In 2011,
Hyundai started its design activities at Hyderabad R&D Centre with Styling, Digital Design & Skin
CAD Teams and Packaging team . Indian engineers are heavily involved in making of Indian
vehicles like Grand i10, Elite i20 along with other Global cars.
Japan[edit]
Despite having growing sales worldwide, Hyundai struggled in Japan, having sold only 15,000
passenger cars from 2001 to 2009.
[73]
Following an announcement on November 2009, Hyundai
pulled their passenger car division out of the Japanese market and focused on their commercial
vehicle division instead.
[73]
The company said that it is possible for them to come back to Japan fully
if market conditions continue to improve.
[74]
Currently the only Hyundai vehicle available in Japan is
the Hyundai Universe bus.
Philippines[edit]
Hyundai is currently the third top selling automotive brand in the country. Hyundai's Getz, i10,
Accent, SantaFe, Sonata and Grand Starex were among the models which brought Hyundai to the
third spot. Hyundai almost doubled its sales in 2010 with 11,086 in 2009 to 20,712. Hyundai
becomes the fastest growing automotive brand in the country.
[citation needed]

Turkey[edit]
In September 1997, Hyundai opened a manufacturing plant in Turkey, located in İzmit, Kocaeli
Province. The facility, named Hyundai Assan Otomotiv, was built as a 50-50% joint venture between
the Hyundai Motor Company and the Kibar Holding of Turkey, the first stage investment raising to
US$180 million.
[75]
It currently has an annual production capacity of 125,000 units and it
manufactured the Accent, the H-100, the Starex, the Matrix and since 2010, the i20.
[76]
In
May,2013,Hyundai Turkey Izmit plant capacity increased up to 200,000units with 470million Euro
investment.New i10 and i20 plan to be produced.
[77]

Europe[edit]
See also: Hyundai Motor Europe GmbH
Germany[edit]
Hyundai has been operating an R&D centre in Frankfurt, Germany since 1994,
[78]
that has been
responsible for monitoring technology developments in Europe and designing and engineering new
cars for the European market.
[79]
In September 2003, the company opened its new European
headquarters in Rüsselsheim, after an investment worth 50 million euro.
[80]
The site became the new
location for the R&D centre and for the world rally team of the company.
[81]

Czech Republic[edit]
On November 2008, Hyundai opened its European plant in Nošovice, Czech Republic, following an
investment of over 1 billion euros and over two years of construction.
[82][83]
The plant, which mainly
manufactures the i30, ix20, ix35 for the European market, has an annual capacity of 300,000
cars.
[84]
The new Hyundai plant is 90 kilometres north of Kia Motors' Ţilina Plant in Slovakia.
Russia[edit]
In Russia, the production of the Hyundai Accent, Sonata, Elantra and Santa Fe models has been
taking place at the TagAZ plant,
[85]
located in in Taganrog, since 2001,
[86]
in the form of complete
knock-down kits assembly.
[87]
Since 2006, the factory has also been assembling the Hyundai
Porter,
[85]
County, Aero Town and the HD 500 commercial vehciles.
[86]

In June 2008, Hyundai started the construction of a new manufacturing plant in Saint
Petersburg with a planned yearly capacity of 100,000 cars,
[88]
that will eventually be increased to
200,000 units.
[89]
It started mass production in January 2011,
[89]
with two models: the Hyundai
Solaris and the Kia Rio.
[90]

Africa[edit]
Egypt[edit]
Hyundai cars are manufactured in Egypt also, the local manufacturer of these vehicles is
the Ghabbour Group, which is located in Cairo. They have a big model range and offers sports
models of some car models which are only offered on the Egypt market. Formerly, the company had
assembled vehicles such as Verna.
Libya[edit]
Hyundai is no.1 car sales in Libya in 2012.
Oceania[edit]
Australia[edit]
Hyundai sales increases sharply ranking No. 4 position in Australia in 2012. No.2 sales maker
without local plant.
New Zealand[edit]
A growing market for Hyundai's cars, sales in New Zealand were up 27% in late 2011, compared to
2010 sales.
[91]

Electric vehicles[edit]

This section
requires expansion.(September
2010)
Main articles: Hybrid electric vehicle and Electric vehicle
Hyundai Motor Company began developing FFVs in 1988. The test vehicle was 1991
MY Scoupe FFV.
[92]
Since March, 1992, in Seoul, Korea, through at least November 1993, field
trials of several FFVs had been performed over more than 30,000 miles.
[citation needed]


The Hyundai Sonata Hybrid uses a lightweight lithium polymer battery.
The first pure electric car developed by Hyundai was the Sonata Electric Vehicle in 1991. The car
started as a Sonatasedan based model.
[93]
Hyundai later produced electric vehicles utilizing the
Excel, Grace, Accent, Atos and Kia Sportage platforms.
Hyundai planned to have six electric vehicles available for testing by the end of 1992. The company
was using batteries fromOvonic Battery Company Inc. in Troy, MI.
[94]
The Excel and the Sonata
were the two different models on which the electric vehicles were based. The vehicles were
scheduled to likely be tested in the United States and in Korea.
[dated info]

The new hybrid-electric FGV-1 was unveiled at the Seoul Motor Show in 1995. The car featured full-
time electric drive technology.
[95]
The 1995 Hyundai FGV-1 was the result of Hyundai's first
experiments with hybrid propulsion systems in 1994.
Hyundai produced its second generation hybrid-electric vehicle in 1999. The company is using
the “parallel” type design, which utilizes either the ICE or theelectric motor.
[95]
The FGV-2 was the
second vehicle to be produced. Others are the Elantra HEV and the Hyundai Accent HEV, which
were unveiled in 1999 and 2000, respectively.
[citation needed]

The new hybrid electric Sonata made its debut at the Los Angeles International Auto Show in
November 2008. The car featured lithium polymer batterytechnology.
[96]
The 2011 Hyundai Sonata
Hybrid sales in the U.S. began near the end of February 2011.

The Hyundai BlueOn electric car(Hyundai i10 EV) at the 2011 Frankfurt Motor Show.
Hyundai began producing hybrid electric vehicles in 2009. The company is using Hybrid Blue Drive,
which includes lithium polymer batteries, as opposed to lithium-ion.
[97][98][99]
The Avante was the first
vehicle to be produced. Other are the Santa Fe Hybrid, the Elantra, Sonata Hybrid and the Hyundai
i20, which will replace the Hyundai Getz.
Hyundai Elantra LPI Hybrid (or Avante in the local market) was launched in the South
Korean domestic market in July 2009. The Elantra LPI (Liquefied Petroleum Injected) is the world's
first hybrid electric vehicle to be powered by an internal combustion engine built to run on liquefied
petroleum gas (LPG) as a fuel. The Elantra PLI is a mild hybrid and the first hybrid to adopt
advanced lithium polymer (Li–Poly) batteries.
[100][101]

The Hyundai Blue Will plug-in hybrid has made its U.S. debut at the North American International
Auto Show in Detroit 2010.
[102][103][dated info]

At the 2010 Geneva Motor Show, Hyundai unveiled the i-flow, a concept car using a variant of the
BLUE-WILL hybrid system. The i-flow Concept uses a 1.7-liter twin-turbo diesel engine along with
electric batteries to achieve fuel economy of 3 litres per 100 kilometres (94 mpg-imp; 78 mpg-US).
Hyundai says a production car based on the i-flow's design will be in production by 2011.
[104]

The Hyundai BlueOn is a subcompact 5-door hatchback electric car produced by Hyundai Motor
Company. The prototype, an electric version of i10, was first unveiled at the Frankfurt Motor Show in
2009. The pre-production testing model was unveiled in Seoul in September 2010, when the first of
30 units were delivered to South Korean government agencies for field testing. The carmaker plans
to build 2,500 units by the end of 2012. The BlueOn is equipped with a LG 16.4 kWhlithium
polymer (Li–Poly) battery pack and charges in 6 hours with a 220 V power outlet and in 25 minutes
to 80% with three-phase electric power (in a 380 V outlet). The maximum speed is 130 km/h
(81 mph) and 0–100 km/h is achieved in 13.1 seconds. According to Hyundai Motor Company, the
total investment to developed the BlueOn, its first production electric car, was around 40
billion won (US$34.3 million).
[105][106]

As of March 2014, cumulative global sales totaled 200 thousand hybrids, including both Hyundai
Motors and Kia Motors hybrid models.
[107]

Environmental record[edit]
On 23 April 2008, Hyundai Motor announced the beginning of a five-year project to turn 50 km² of
infertile land into grassland by 2012. Hyundai is doing so with the help of the Korean Federation for
Environmental Movement (KFEM). The project, named Hyundai Green Zone, is located 660 km
north of Beijing. The goal of the project is to end the recurring dust storms in Beijing,
block desertification and protect the local ecosystem. Local weeds will be planted in the region that
have the ability to endure sterile alkaline soil. This is the first environmental project of the company's
social contribution programme. Hyundai also made electric car concept i10 recently.
[108][109]

Hyundai Motor plans to aid Chevron Corporation in the construction of up to six hydrogen fueling
stations that will be located in California, including locations at theUniversity of California-Davis and
the Hyundai America Technical Center in Chino. Hyundai is going to provide a collection of 32
Tucson fuel cell vehicles, which are powered by UTC Fuel Cell power plants.
[110]

Motorsport[edit]

Alister McRae driving an Accent WRC at the 2001 Rally Finland.
Hyundai entered motorsport by competing in the F2 class of the World Rally Championship in 1998
and 1999. In September 1999, Hyundai unveiled the Accent WRC, a World Rally Car based on
the Hyundai Accent. The Hyundai World Rally Teamdebuted the car at the 2000 Swedish Rally and
achieved their first top-ten result at that year's Rally Argentina, when Alister McRae and Kenneth
Eriksson finished seventh and eighth, respectively. Eriksson later drove the car to fifth place in New
Zealand and fourth in Australia. In 2001, Hyundai debuted a new evolution of the Accent WRC,
which was intended to improve reliability, but the performance of the car was still not good enough to
challenge the four big teams (Ford,Mitsubishi, Peugeot and Subaru). However, at the season-
ending Rally GB, the team achieved their best result with McRae finishing fourth and Eriksson sixth.
For the 2002 season, Hyundai hired the four-time world champion Juha Kankkunen, along
with Freddy Loix and Armin Schwarz. Kankkunen's fifth place in New Zealand was the team's best
result, but they managed to edge out Škoda and Mitsubishi by one point in the battle for fourth place
in the manufacturers' world championship. In September 2003, after a season hampered by budget
constraints, Hyundai announced withdrawal from the WRC and planned to return in 2006, which did
not happen.
[111]

In 2006, following the announcement that Korea was scheduled to earn a Formula One Grand Prix,
Hyundai planned to enter the sport.
[112]
The Korean Grand Prixwas first held in 2010, but Hyundai
have not entered the championship. Hyundai announced they would be revealing their future rally
plans at the 2011 Chicago Auto Show, on February 9.
[113]
The current plans for rallying are focused
around the newest Hyundai release, the Veloster.
[114]
In September 2012 Hyundai announced that
they were due to start the WRC with a rally model of its i20 to rival the likes of the Ford Fiesta,
the Citroen DS3 and the Mini Countryman.
Hyundai i20 WRC

Hyundai i20 WRC
The Hyundai i20 WRC is a World Rally Car built by Hyundai for use in the 2014 World Rally
Championship.
[115]
It is based on the Hyundai i20 subcompact car, and was unveiled at the 2012
Paris Motor Show. The launch of the i20 marks Hyundai's return to the World Rally
Championship after a ten-year absence.
[116]
The car is scheduled to make its first competitive
appearance at the 2014 Rallye Monte Carlo, but may compete during the 2013 season to aid
development.
[117]

The car will be operated by Hyundai's performance division, Hyundai Motorsport from a base
in Frankfurt, Germany.
[118]

Model lineup[edit]


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Canada. 2008-10-24.
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48. Jump up^ Top Safety Picks 2009, Insurance Institute for Highway Safety, 2009
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Soul
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Trends: 1975 Through 2009". U.S. Environmental Protection Agency.
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Efficiency Lead as Hyundai Gains". Bloomberg.
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Mahindra & Mahindra Limited (M&M) is an
Indian multinational automobile manufacturing corporation headquartered in Mumbai, Maharashtra,
India.
[2]
It is one of the largest vehicle manufacturers by production inIndia and the largest seller of
tractors across the world.
[3]
It is a part of Mahindra Group, an Indianconglomerate.
It was ranked as the 10th most trusted brand in India, by The Brand Trust Report, India Study
2014.
[4]
It was ranked 21st in the list of top companies of India in Fortune India 500 in 2011.
[5]

Its major competitors in the Indian market include Maruti Suzuki, Tata Motors, Ashok
Leyland, Toyota,Hyundai, Mercedes-Benz (Merc) and others.
[6]

Contents
[hide]
 1 History
 2 Operations
o 2.1 Automobiles
o 2.2 Automobile Assembly Plants
o 2.3 Military Defence
o 2.4 Energy
o 2.5 Farm equipment
 3 Employees
 4 Awards and recognitions
 5 See also
 6 References
 7 External links
History[edit]
Mahindra & Mahindra was set up as a steel trading company in 1945 in Ludhiana as Mahindra &
Mohammed by brothers K.C. Mahindra and J.C. Mahindra andMalik Ghulam Mohammed.
[7]
After
India gained independence and Pakistan was formed, Mohammed emigrated to Pakistan. The
company changed its name to Mahindra & Mahindra in 1948.
[8]
It eventually saw business
opportunity in expanding into manufacturing and selling larger MUVs, starting with assembly under
licence of the Willys Jeep in India. Soon established as the Jeep manufacturers of India, the
company later commenced manufacturing light commercial vehicles(LCVs) and agricultural tractors.
Today, Mahindra & Mahindra is a key player in the utility vehicle manufacturing and branding sectors
in the Indian automobile industry with its flagship UV Scorpio and uses India's growing global market
presence in both the automotive and farming industries to push its products in other countries.
Over the past few years, the company has taken interest in new industries and in foreign markets.
They entered the two-wheeler industry by taking over Kinetic Motors in India.
[9]
M&M also has
controlling stake in REVA Electric Car Company
[10]
and acquired South Korea's SsangYong Motor
Company in 2011.
[11]
In the 2010-11 M&M entered in micro dripp irrigation with the takeover of EPC
Industrie' Ltd, Nashik.
Operations[edit]
Automobiles[edit]
Automotive
Mahindra & Mahindra Limited


Mahindra Scorpio



Mahindra Pik-Up



Mahindra Bolero


Mahindra XUV 500



Mahindra Quanto



Mahindra Thar


Mahindra Xylo



Mahindra-Renault Verito



Mahindra e2o
Mahindra & Mahindra, branded on its products usually as 'Mahindra', producesSUVs, saloon cars,
pickups, commercial vehicles, and two wheeled motorcycles and tractors. It owns assembly plants
in India, Mainland China (PRC),
[12]
the United Kingdom,
[13]
and has three assembly plants in the
United States. Mahindra maintains business relations with foreign companies like Renault
SA, France.
[14]

M&M has a global presence
[15]
and its products are exported to several countries.
[16]
Its global
subsidiaries include Mahindra Europe S.r.l. based in Italy,
[17]
Mahindra USA Inc., Mahindra South
Africa
[18]
and Mahindra (China) Tractor Co. Ltd.
[19][20]

Mahindra started making passenger vehicles firstly with the Logan in April 2007 under the Mahindra
Renault joint venture.
[21]
M&M will make its maiden entry into the heavy trucks segment
with Mahindra Navistar, the joint venture withInternational Truck, USA.
[22]

Mahindra produces a wide range of vehicles including MUVs, LCVs and three wheelers. It
manufactures over 20 models of cars including larger, multi-utility vehicles like the Scorpio and
the Bolero. It formerly had a joint venture with Fordcalled Ford India Private Limited to build
passenger cars.
At the 2008 Delhi Auto Show, Mahindra executives said the company is pursuing an aggressive
product expansion program that would see the launch of several new platforms and vehicles over
the next three years, including an entry-level SUV designed to seat five passengers and powered by
a small turbodiesel engine.
[23]
True to their word, Mahindra & Mahindra launched the Mahindra Xylo in
January 2009, and as of June 2009, the Xylo has sold over 15000 units.
[24]

Also in early 2008, Mahindra commenced its first overseas CKD operations with the launch of the
Mahindra Scorpio in Egypt,
[25]
in partnership with the Bavarian Auto Group. This was soon followed
by assembly facilities in Brazil. Vehicles assembled at the plant in Bramont, Manaus, include Scorpio
Pik Ups in single and double cab pick-up body styles as well as SUVs.
[26]

Mahindra planned to sell the diesel SUVs and pickup trucks starting in late 2010 in North
America
[27]
through an independent distributor, Global Vehicles USA, based in Alpharetta,
Georgia.
[28]
Mahindra announced it will import pickup trucks from India in knockdown kit (CKD) form
to circumvent the Chicken tax.
[29]
CKDs are complete vehicles that will be assembled in the U.S. from
kits of parts shipped in crates.
[29]
On 18 October 2010, however, it was reported that Mahindra had
indefinitely delayed the launch of vehicles into the North American market, citing legal issues
between it and Global Vehicles after Mahindra retracted its contract with Global Vehicles earlier in
2010, due to a decision to sell the vehicles directly to consumers instead of through Global
Vehicles.
[30]
However, a November 2010 report quoted John Perez, the CEO of Global Vehicles USA,
as estimating that he expects Mahindra‘s small diesel pickups to go on sale in the U.S. by spring
2011, although legal complications remain, and Perez, while hopeful, admits that arbitration could
take more than a year.
[31]
Later reports suggest that the delays may be due to an Mahindra scrapping
the original model of the truck and replacing it with an upgraded one before selling them to
Americans
[32]
In June 2012, a mass tortlawsuit was filed against Mahindra by its American dealers,
alleging the company of conspiracy and fraud.
[33]

Mahindra & Mahindra has a controlling stake in Mahindra Reva Electric Vehicles. In 2011, it also
gained a controlling stake in South Korea's SsangYong Motor Company.
[34]

Mahindra has launched its relatively heavily publicised SUV, XUV 500, code named as W201 in
September 2011. The new SUV by Mahindra has been designed in-house and it is developed on the
first global SUV platform that could be used for developing more SUVs. In India, the new Mahindra
XUV 500 comes in a price range between Rs 11.40 lakh to Rs 15 lakh. The company is expected to
launch 3 products in CY'15 (2 SUVs and 1 CV) and an XUV 500 hybrid. M&M‘s two wheeler
segment will launch a new scooter in Q1FY'15.
[35]
Besides India, the company also targets Europe,
Africa, Australia and Latin America for this model.
[36]
Mahindra President Mr Pawan Goenka stated
that the company plans to launch six new models this fiscal.
[37]
The company launched CNG version
of its mini truck Maxximo on 29 June 2012.
[38]
A new version of Verito in diesel and petrol options
was launched by the company on 26 July 2012 to compete with Maruti's Dzire and Toyota Kirloskar
Motor's Etios.
[39]


Wikimedia Commons has
media related
to Mahindra vehicles.
Automobile Assembly Plants[edit]
 Bangalore, Karnataka, India
 Mahindra e2o
 Chakan, Maharashtra, India
 Mahindra Maxximo
 Mahindra XUV500
 Mahindra Pik-Up
 SsangYong Rexton
 Haridwar, Uttarakhand, India
 Mahindra Bolero
 Nasik, Maharashtra, India
 Mahindra Thar
 Mahindra Xylo
 Mahindra Quanto
 Mahindra Bolero
 Mahindra Scorpio
 Mahindra Pik-Up
 Mahindra Verito
 Mahindra XUV500
Military Defence[edit]
The company has built and assembled military vehicles, commencing in 1947 with the importation of
the Willys Jeep that had been widely used in World War II.
[40]
Its line of military vehicles include
the Axe. It also maintains a joint venture with BAE Systems, Defence Land Systems India.
[41]

Energy[edit]
Mahindra & Mahindra entered the energy sector in 2002, in response to growing demands for
increased electric power in India.
[42]

Since then, more than 150,000 Mahindra Powerol engines and diesel generator sets (gensets) have
been installed in India, offering standard proper quality power, as do most larger companies, in
areas with arguably less reliable grid electricity. The inverters, batteries, and gensets are
manufactured at three facilities in Pune(Maharastra), Chennai (Tamil Nadu), and Delhi; and 160
service points across India offer 24-7 support to most key markets. Powerol is present in countries
across Latin America, Africa, the Middle East, and Southeast Asia—and expanding into the United
Arab Emirates, Bangladesh, and Nepal.
[42]
Mahindra Powerol's energy services consist mostly of
power leasing and telecom infrastructure management.
[43]
In 2006, it became a major market leader
in the telecom segment (and in 2011, its market share passed 45 percent). In 2007, it won the Frost
and Sullivan "Voice of the Customer" award for best practices in telecom.
Mahindra Cleantech Ltd focuses in eco-friendly, or 'green' power. In response to growing
acceptance of Solar Power, it formed a subsidiary, Mahindra Solar, in 2010 to offer a range of solar
solutions, both off grid and on grid, alongside Engineering, Procurement, and Construction (EPC).
[44]

Mahindra EPC is the Engineering Procurement & Construction arm of the Mahindra group. A
portfolio company under the Cleantech arm of Mahindra Partners, they offer solar solutions spanning
On-Grid solutions, EPC (Engineering, Procurement and Construction) and Off-Grid Product
solutions. The company commenced its operations in the year 2011 and has successfully
commissioned over 60 MW worth of Solar PV projects.
[45]

Meanwhile, its off-grid products include power packs and rooftop setups for business organisations
and public institutions alongside rural electrification through lanterns and home and street lighting
systems. The company works closely with Mahindra‘s farm equipment division to offer lighting
products to some of the more rural areas in India. It also works with Mahindra Powerol to offer solar
power backup to telecom sites in India. In 2011, Mahindra Solar received a CRISIL rating of SP1A in
2011, the highest rating for any solar photovaltaic off-grid company.
[44]

Farm equipment[edit]
Main article: Mahindra Tractors
Mahindra began manufacturing tractors for the Indian market during the early '60s. It is the top
tractor company in the world (by volume) with annual sales totaling more than 200,000 tractors.
Since its inception, the company has sold over 2.1 million tractors.
[46]
Mahindra & Mahindra‘s farm
equipment division (Mahindra Tractors) has over 1,000 dealers servicing approx. 1.45 million
customers.
[47]

Mahindra tractors are available in 40 countries, including India, the United States, China, Australia,
New Zealand, Africa (Nigeria, Mali, Chad, Gambia, Angola, Sudan, Ghana, and Morocco), Latin
America (Chile, Argentina, Brazil, Venezuela, Central America, and the Caribbean), South Asia (Sri
Lanka, Bangladesh, and Nepal), the Middle East (Iran and Syria) and Eastern Europe (Serbia,
Turkey, and Macedonia.
[47]
Mahindra Tractors manufactures its products at four plants in India, two
in Mainland China, three in the United States, and one in Australia. It has three major subsidiaries:
Mahindra USA, Mahindra (China) Tractor Company, and Mahindra Yueda (Yancheng) Tractor
Company (a joint venture with the Jiangsu Yueda Group).
[47]

In 2003, the Farm Equipment Sector of Mahindra & Mahindra won the Deming Application
Prize
[48][49]
and in 2007 it received the Japan Quality Medal for implementing Total Quality
Management in its entire business operations.
[50]
The company has garnered the highest customer
satisfaction index (CSI) in the industry at 88 percent.
[47]
It earned a 2008 Golden Peacock Award in
the Innovative Product/Services category for its in-house development of a load car.
[47]
In its 2009
survey of Asia‘s 200 most admired and innovative companies, the Wall Street Journal named
Mahindra & Mahindra one of the 10 most innovative Indian companies.
[47]

In addition to tractors, Mahindra sells other farm equipment. It has expanded its product-line to
include farm-support services via Mahindra AppliTrac (farm mechanisation products), Mahindra
ShubhLabh (seeds, crop protection, and market linkages and distribution), and the Samriddhi
Initiative (farm counselling and information services).

 Consumer
 Mahindra e2o
 Mahindra Thar
 Mahindra Bolero
 Mahindra Xylo
 Mahindra Scorpio
 Mahindra Scorpio Getaway
 Mahindra Verito
 Mahindra XUV500
 Mahindra Quanto
 Mahindra Verito Vibe
Employees[edit]
As on 31 March 2013, the company had 34,612 employees, out of which 699 were women (2%). It
also had around 16,000 temporary employees on the same date.
[1]

Awards and recognitions[edit]
 Bombay Chamber Good Corporate Citizen Award for 2006-07.
[51]

 Businessworld FICCI-SEDF Corporate Social Responsibility Award 2007.
[52][53]

 The Brand Trust Report ranked M&M as India's 10th Most Trusted Brand in its India Study 2014
survey (from 20,000 brands analyzed).
[4][54]

 Its Farm Equipment division received the Deming Prize in 2003.
[48]

 Its Farm Equipment division received the Japan Quality Medal in 2007.
[55]

 The US based Reputation Institute ranked M&M amongst the top Ten Indian companies in its
'Global 200: The World's Best Corporate Reputations' list for 2008.
[56]

 Bluebytes News rated M&M as India's second Most Reputed Car Company (reported in their
study titled Reputation Benchmark Study) conducted for the Auto (Cars) Sector in 2012.
[57][58]

See also[edit]
 Mahindra Group
 Mahindra & Mahindra Financial Services Limited
 List of companies of India
 Automotive industry in India
 Mahindra EPC
 Mumbai portal

 Companies portal

 Cars portal

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"Annual Report 2012-13". Mahindra & Mahindra.
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En.wikipedia.