ssvn my tvs acs
Content
A STUDY ON SERVICE EFFECTIVENESS IN MY TVS ALL CAR SERVICE STATION, MADURAI By:-S.SriVigneshwaran Reg. No:-5106
Page 1
VISHWA VISHWANI INSTITUTE OF SYSTEMS & MANAGEMENT Under the Guidance of Prof.Vishwanath. M.B.A., M.A (Eco)., M.phil Hyderabad And Mr. Vijayakumar B.E.D.A.E., Deputy Manager. & Mr.Muthuchamy, Marketing Executive
T V Sundaram Iyengar & Sons Limited in
Page 2
Introduction
T.V. Sundaram Iyengar & Sons Limited established in 1911, is the parent and holding company of the TVS group. TVS & sons ltd is the largest automobile distribution company in India with a turnover exceeding US $ 450 million (over RS. 15,000 million). It employs over 500 persons. The company operates through three divisions TVS & Sons Sundaram motors and Madras auto service. We are part of the renowned TVS group, with core values of Quality, Service and Reliability. TVS & Sons is the parent company that handles distribution and dealership. The customer centric business division was formed to reach out to customers through an independent integrated multi-brand car service solution that focused on the car customers and their needs. That s how MyTVS was born!
Page 3
MyTVS was launched in Tamil.Nadu in 2003, and it provides multi-brand independent after market integrated service solution for car consumers. We are proud to have a relationship brand with two core values- Trust & Relationship Where TRUST is synonymous with TVS Trust, Value & Service And My signifies a CLOSE RELATIONSHIP MyTVS aims to satisfy the total service needs of a car owner. It is customer centric business. My TVS All Car Service has integrated services such as Car Insurance, Accident claims coordination, Used Car Finance, Car Overdraft.
Page 4
OBJECTIVES To know the reason for customer preference towards ³My TVS´ All Car Service station. To know the inventories level in ³My TVS´ All Car Service station. A service campaign is organized in ³My TVS´ All Car Service station. To meet the potential customers of ³My TVS´ All Car Services station. To know the service effectiveness in ³My TVS´ all car service station. To know the service process of ³My TVS´ All Car service station.
Page 5
NEED FOR THE STUDY To study the customer satisfaction with services in My TVS All Car Services. To study about My TVS services effectiveness. To identify the customers of MY TVS All Car Services in the market. To know the services provided by the competitor in the market. To know the employee behavior in My TVS All Car Services. To know the overall performance of this My TVS All Car Services.
Page 6
Scope of the Study A Study on service effectiveness of MY TVS ALL CAR SERVICES would help company to know about the state of mind of customers. Though there are many service outlets, some customers prefer MY TVS because of integrated multi brand car servicing solution, proximity to customers-physically and emotionally, personalized services, transparency & trust, adherence to quality standards. Therefore, a study on services effectiveness helps the company to find ways to retain the customers and to attract new customers.
Page 7
LIMITATIONS OF THE STUDY Non-Random Sampling (convenience sampling) is used. Small sample size. The data is collected only in single branch of My TVS, so the findings cannot be generalized in all branches. Data collected from questionnaire may not be accurate. Sometimes customers are unwilling to response. Information provided by the customers may vary from actual.
Page 8
RESEARCH METHODOLOGY
Page 9
RESEARCH DESIGN A research design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. The researcher has used Descriptive Research Design. Descriptive researches are those studies that are concerned with the characteristics of a particular individual or a group. It has chosen to make an investigation with specific prediction of characteristics and attitudes of the employees. Research methodology defines that how the survey undertakes. This involves the specification of the research design; sources of data, methods of primary data collection and sampling methods that are used. A survey method is adopted, which includes a face-to-face contact with Consumers backed by a structured questionnaire.
Page 10
PRIMARY DATA: The tool used for collecting the required data is a questionnaire. A well laid out questionnaire was prepared keeping in mind all the necessary aspects like the questions simplicity and consumers. The questionnaire has been enclosed in this report. A Simple random sampling method is used. The software used for analysis is SPSS. Along with my Project Guide the data was collected through faceto-face interactions.
Page 11
From the customer lodge in My TVS ACS Offices. From the Apartment From the College
Face- to- Face conservation
From the Friends
From the Hospital
From the Camp
Page 12
SECONDARY DATA: Secondary data means the data, which are collected from various books, magazines, journals, and Websites. Company brochures.ext Secondary data sources are censuses, surveys, organizational records and data collected through qualitative methodologies or qualitative research. STATISTICAL TOOLS:Statistical Package for Social Sciences Microsoft Excel are used for data analysis. SPSS and
Page 13
COMPANY PROFILE
Page 14
About The Company T V S & SONS LTD Company Founder Name Born Occupation Established in Shir.T V Sundaram Iyengar In 1877 (Madras) Chennai Industrialist 1911
Annual turnover exceeding US $ 450 million (over Rs.16.000 million)
Page 15
Types of Business:Dealerships. Distribution. Logistics. Global Business. My-TVS TVS Proqual.
Page 16
Ashok Leyland. Honda. Mahindra
Dealership:-
& Mahindra. Special Products. BPCL.
Page 17
TVS Group of Companies:-
1)Axles India Limited (2) Balika tours and travels (3) Brakes India limited (4) India Japan lighting limited (5) India motor parts and accessorial limited (6) Indian Nippon electrical limited (7) India equipment leasing limited (8) Lakshmi Auto components limited (9) Lakshmi General Finance limited (10) Lucas Indian limited (11) Southern Roadways (12) Sundram Clayton limited (13) TVS electronics limited (14) TVS finance limited
Page 18
Page 19
Strategic Business Units Dealership line of Business (DLOB) AL SBU E.Comet SBU M&M SBU Parts Distribution SBU Customer Centric Business My TVS-24*7 Emergency service My TVS-All car service My TVS-Quality used cars My TVS-Collision repair service Petroleum products Insurance Special products SBU Tools & Garages equipment SBU Core Strength of TVS Relationship and Trust Customer centricity
Page 20
INDUSTRY OVERVIEW
Page 21
The Automobile industry in India is the seventh largest in the world with an annual production of over 2.6 million units in 2009. In India emerged as Asia's fourth largest exporter of automobiles, behind Japan, South Korea and Thailand. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and Mahindra, expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market which attracted significant Indiaspecific investment by multinational automobile manufacturers. In February 2009, monthly sales of passenger cars in India exceeded 100,000 units. Page 22
LITERATURE REVIEW
Page 23
MyTVS All Car Service:MyTVS All Car Service, a revolutionary concept with new millennium features is the latest Introduction from the TVS group for servicing new generation cars. The engineering know how of new generation cars like Santro, Indica, Maruti & Fiat UNO, differs from each one and only an expert mechanic can understand its language, communicate with its technology and fix problems and fix problems with an appropriate spares. At first they do only Fiat car services, but it is expanded and they now do multiband cars also,
Page 24
DATA ANALYSIS
Page 25
DATA ANALYSIS AND INTERPRETATION The data after collection has to be processed and analyzed in accordance with the outline laid down for the purpose at the time of developing the research plan. This is essential for a scientific study and for ensuring that we have all the relevant data. A Processing implies editing, coding, classification and tabulation of collected data so that they acquiescent to analysis. The term analysis refers to the computation of certain measure along with searching for pattern of relationship that exist among data groups thus in the process of analysis relationship or difference supporting or confliction with original or new hypothesis should be subjected to statistical test of significance to determine with what validity data can be set to indicate any conclusion Page 26 .
Q1) Occupation
Private employee b) Government employee c) Business man Chart 4.1
Page 27
Q2) Number of family members a)1-2 b) 2-4 c) 4-6 d) 6 and above
Page 28
Q3) which car do you have Segment A / Segment B / Segment C / Segment D
Page 29
Q4) How did you come to know about the My TVS All Car Services a)News paper b) T.V c) Radio d) friendship e) camp
Page 30
Q5) For what purpose the vehicle is used a)Official b) personal c) traveling
Page 31
Q6) what is the problem you come across while using the vehicle normally a) Engine problem b) Battery problem c) Mileage problem d) Others
Page 32
Q7) what is the average maintenance cost / [per month] a) Rs.1000 to 2000/-- b) Rs.2000 to Rs.4000/-- c) Rs.4000 and above
Page 33
Q8) How long you owned the vehicle a) 0-1year b) 2-7year c) 8-12year
d) 13-15year and above
Page 34
Q 9) What do you feel about the service engineers in My TVS A C S a) Excellent b) Good c) Fair
Page 35
Q10) How many times did you come to MY TVS All Car Services in the last 2 years a) 0-1 time b) 2-3 c) 4-5 d) 5-7 and above
Page 36
Q11) Are you satisfied with the MY TVS All Car Services work shop infrastructure / Reception a) Yes b) No c) Average
Page 37
Q12) Are you satisfied with the employee behavior, while coming for services? a) Good b) Friendly c) Fair d) V-good
Page 38
Q13) how do you feel about the overall performance of this MY TVS ACS? a) Highly satisfied b) Satisfied c) Dis-satisfied d) Highly dissatisfied
Page 39
FINDINGS
From the analysis and observations of interactive graph of SPSS version 15.0, it can be interpreted that, there are certain areas where service center is providing good service but there are certain areas where improvement is required for attracting customers. The analysis of the above variables individually is as follows, Minimum and Maximum number of cars owned by the owner to whom the researcher have interviewed are 1 and 4 cars, but from the table descriptive statistics it shows that out of 75 cars, on an average of 2 or 3 cars owners is found. Most of the customers are personal use car owners; the company needs to attract business people and government people to increase the sales services. Segment B car owners are mostly the customers for MY TVS all car services. The complaints of Mileage problem by customers is more, MYTVS department manager has to look into the problem and resolve. From the above interactive graph of opinion regarding service engineers efficiency, most of the customers opted for good service, but survey researcher provided options from lowest of fair to the highest of excellent. In this regard department manager can re engineer about 40 Page the effectiveness of service to improve the service from good to excellent
SUGGESTIONS Based on the study conducted titled services effectiveness the following suggestions are put forth for perusal and implementation. It is suggested that prompt attention and sincere service is mandatory. It is suggested that front office employees and technicians to be made standard. It is suggested that the company should appoint some more trained technicians and service engineers. It is suggested that good advertisement is needed It is suggested that development in car parking place is needed It is suggested to ensure the safety for tools of customers It is suggested that to improve the mobile network coverage It is suggested that to provide the water facilities and air conditioning facilities inside the customers lounge. It is suggested to reduce the labor charges.
Page 41
CONCLUSION My TVS all car services station has launched their various services which are doing very well in the Southern India. My TVS all car services station has good brand image. But in the Indian context the service of the station is not doing well & its market share is also falling. According to the researchers survey it can be concluded that in Southern India it is performing well. This research helped the researcher to realize inner potential & to succeed in the carrier. This helped the researcher to use the theoretical knowledge & put it in practice. On a personal side it gives the researcher a chance to understand different people s mindset and to gain market knowledge.
Page 42
THANK YOYu..
Page 43
Page 1
VISHWA VISHWANI INSTITUTE OF SYSTEMS & MANAGEMENT Under the Guidance of Prof.Vishwanath. M.B.A., M.A (Eco)., M.phil Hyderabad And Mr. Vijayakumar B.E.D.A.E., Deputy Manager. & Mr.Muthuchamy, Marketing Executive
T V Sundaram Iyengar & Sons Limited in
Page 2
Introduction
T.V. Sundaram Iyengar & Sons Limited established in 1911, is the parent and holding company of the TVS group. TVS & sons ltd is the largest automobile distribution company in India with a turnover exceeding US $ 450 million (over RS. 15,000 million). It employs over 500 persons. The company operates through three divisions TVS & Sons Sundaram motors and Madras auto service. We are part of the renowned TVS group, with core values of Quality, Service and Reliability. TVS & Sons is the parent company that handles distribution and dealership. The customer centric business division was formed to reach out to customers through an independent integrated multi-brand car service solution that focused on the car customers and their needs. That s how MyTVS was born!
Page 3
MyTVS was launched in Tamil.Nadu in 2003, and it provides multi-brand independent after market integrated service solution for car consumers. We are proud to have a relationship brand with two core values- Trust & Relationship Where TRUST is synonymous with TVS Trust, Value & Service And My signifies a CLOSE RELATIONSHIP MyTVS aims to satisfy the total service needs of a car owner. It is customer centric business. My TVS All Car Service has integrated services such as Car Insurance, Accident claims coordination, Used Car Finance, Car Overdraft.
Page 4
OBJECTIVES To know the reason for customer preference towards ³My TVS´ All Car Service station. To know the inventories level in ³My TVS´ All Car Service station. A service campaign is organized in ³My TVS´ All Car Service station. To meet the potential customers of ³My TVS´ All Car Services station. To know the service effectiveness in ³My TVS´ all car service station. To know the service process of ³My TVS´ All Car service station.
Page 5
NEED FOR THE STUDY To study the customer satisfaction with services in My TVS All Car Services. To study about My TVS services effectiveness. To identify the customers of MY TVS All Car Services in the market. To know the services provided by the competitor in the market. To know the employee behavior in My TVS All Car Services. To know the overall performance of this My TVS All Car Services.
Page 6
Scope of the Study A Study on service effectiveness of MY TVS ALL CAR SERVICES would help company to know about the state of mind of customers. Though there are many service outlets, some customers prefer MY TVS because of integrated multi brand car servicing solution, proximity to customers-physically and emotionally, personalized services, transparency & trust, adherence to quality standards. Therefore, a study on services effectiveness helps the company to find ways to retain the customers and to attract new customers.
Page 7
LIMITATIONS OF THE STUDY Non-Random Sampling (convenience sampling) is used. Small sample size. The data is collected only in single branch of My TVS, so the findings cannot be generalized in all branches. Data collected from questionnaire may not be accurate. Sometimes customers are unwilling to response. Information provided by the customers may vary from actual.
Page 8
RESEARCH METHODOLOGY
Page 9
RESEARCH DESIGN A research design is the arrangement of condition for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. The researcher has used Descriptive Research Design. Descriptive researches are those studies that are concerned with the characteristics of a particular individual or a group. It has chosen to make an investigation with specific prediction of characteristics and attitudes of the employees. Research methodology defines that how the survey undertakes. This involves the specification of the research design; sources of data, methods of primary data collection and sampling methods that are used. A survey method is adopted, which includes a face-to-face contact with Consumers backed by a structured questionnaire.
Page 10
PRIMARY DATA: The tool used for collecting the required data is a questionnaire. A well laid out questionnaire was prepared keeping in mind all the necessary aspects like the questions simplicity and consumers. The questionnaire has been enclosed in this report. A Simple random sampling method is used. The software used for analysis is SPSS. Along with my Project Guide the data was collected through faceto-face interactions.
Page 11
From the customer lodge in My TVS ACS Offices. From the Apartment From the College
Face- to- Face conservation
From the Friends
From the Hospital
From the Camp
Page 12
SECONDARY DATA: Secondary data means the data, which are collected from various books, magazines, journals, and Websites. Company brochures.ext Secondary data sources are censuses, surveys, organizational records and data collected through qualitative methodologies or qualitative research. STATISTICAL TOOLS:Statistical Package for Social Sciences Microsoft Excel are used for data analysis. SPSS and
Page 13
COMPANY PROFILE
Page 14
About The Company T V S & SONS LTD Company Founder Name Born Occupation Established in Shir.T V Sundaram Iyengar In 1877 (Madras) Chennai Industrialist 1911
Annual turnover exceeding US $ 450 million (over Rs.16.000 million)
Page 15
Types of Business:Dealerships. Distribution. Logistics. Global Business. My-TVS TVS Proqual.
Page 16
Ashok Leyland. Honda. Mahindra
Dealership:-
& Mahindra. Special Products. BPCL.
Page 17
TVS Group of Companies:-
1)Axles India Limited (2) Balika tours and travels (3) Brakes India limited (4) India Japan lighting limited (5) India motor parts and accessorial limited (6) Indian Nippon electrical limited (7) India equipment leasing limited (8) Lakshmi Auto components limited (9) Lakshmi General Finance limited (10) Lucas Indian limited (11) Southern Roadways (12) Sundram Clayton limited (13) TVS electronics limited (14) TVS finance limited
Page 18
Page 19
Strategic Business Units Dealership line of Business (DLOB) AL SBU E.Comet SBU M&M SBU Parts Distribution SBU Customer Centric Business My TVS-24*7 Emergency service My TVS-All car service My TVS-Quality used cars My TVS-Collision repair service Petroleum products Insurance Special products SBU Tools & Garages equipment SBU Core Strength of TVS Relationship and Trust Customer centricity
Page 20
INDUSTRY OVERVIEW
Page 21
The Automobile industry in India is the seventh largest in the world with an annual production of over 2.6 million units in 2009. In India emerged as Asia's fourth largest exporter of automobiles, behind Japan, South Korea and Thailand. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti Suzuki and Mahindra and Mahindra, expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market which attracted significant Indiaspecific investment by multinational automobile manufacturers. In February 2009, monthly sales of passenger cars in India exceeded 100,000 units. Page 22
LITERATURE REVIEW
Page 23
MyTVS All Car Service:MyTVS All Car Service, a revolutionary concept with new millennium features is the latest Introduction from the TVS group for servicing new generation cars. The engineering know how of new generation cars like Santro, Indica, Maruti & Fiat UNO, differs from each one and only an expert mechanic can understand its language, communicate with its technology and fix problems and fix problems with an appropriate spares. At first they do only Fiat car services, but it is expanded and they now do multiband cars also,
Page 24
DATA ANALYSIS
Page 25
DATA ANALYSIS AND INTERPRETATION The data after collection has to be processed and analyzed in accordance with the outline laid down for the purpose at the time of developing the research plan. This is essential for a scientific study and for ensuring that we have all the relevant data. A Processing implies editing, coding, classification and tabulation of collected data so that they acquiescent to analysis. The term analysis refers to the computation of certain measure along with searching for pattern of relationship that exist among data groups thus in the process of analysis relationship or difference supporting or confliction with original or new hypothesis should be subjected to statistical test of significance to determine with what validity data can be set to indicate any conclusion Page 26 .
Q1) Occupation
Private employee b) Government employee c) Business man Chart 4.1
Page 27
Q2) Number of family members a)1-2 b) 2-4 c) 4-6 d) 6 and above
Page 28
Q3) which car do you have Segment A / Segment B / Segment C / Segment D
Page 29
Q4) How did you come to know about the My TVS All Car Services a)News paper b) T.V c) Radio d) friendship e) camp
Page 30
Q5) For what purpose the vehicle is used a)Official b) personal c) traveling
Page 31
Q6) what is the problem you come across while using the vehicle normally a) Engine problem b) Battery problem c) Mileage problem d) Others
Page 32
Q7) what is the average maintenance cost / [per month] a) Rs.1000 to 2000/-- b) Rs.2000 to Rs.4000/-- c) Rs.4000 and above
Page 33
Q8) How long you owned the vehicle a) 0-1year b) 2-7year c) 8-12year
d) 13-15year and above
Page 34
Q 9) What do you feel about the service engineers in My TVS A C S a) Excellent b) Good c) Fair
Page 35
Q10) How many times did you come to MY TVS All Car Services in the last 2 years a) 0-1 time b) 2-3 c) 4-5 d) 5-7 and above
Page 36
Q11) Are you satisfied with the MY TVS All Car Services work shop infrastructure / Reception a) Yes b) No c) Average
Page 37
Q12) Are you satisfied with the employee behavior, while coming for services? a) Good b) Friendly c) Fair d) V-good
Page 38
Q13) how do you feel about the overall performance of this MY TVS ACS? a) Highly satisfied b) Satisfied c) Dis-satisfied d) Highly dissatisfied
Page 39
FINDINGS
From the analysis and observations of interactive graph of SPSS version 15.0, it can be interpreted that, there are certain areas where service center is providing good service but there are certain areas where improvement is required for attracting customers. The analysis of the above variables individually is as follows, Minimum and Maximum number of cars owned by the owner to whom the researcher have interviewed are 1 and 4 cars, but from the table descriptive statistics it shows that out of 75 cars, on an average of 2 or 3 cars owners is found. Most of the customers are personal use car owners; the company needs to attract business people and government people to increase the sales services. Segment B car owners are mostly the customers for MY TVS all car services. The complaints of Mileage problem by customers is more, MYTVS department manager has to look into the problem and resolve. From the above interactive graph of opinion regarding service engineers efficiency, most of the customers opted for good service, but survey researcher provided options from lowest of fair to the highest of excellent. In this regard department manager can re engineer about 40 Page the effectiveness of service to improve the service from good to excellent
SUGGESTIONS Based on the study conducted titled services effectiveness the following suggestions are put forth for perusal and implementation. It is suggested that prompt attention and sincere service is mandatory. It is suggested that front office employees and technicians to be made standard. It is suggested that the company should appoint some more trained technicians and service engineers. It is suggested that good advertisement is needed It is suggested that development in car parking place is needed It is suggested to ensure the safety for tools of customers It is suggested that to improve the mobile network coverage It is suggested that to provide the water facilities and air conditioning facilities inside the customers lounge. It is suggested to reduce the labor charges.
Page 41
CONCLUSION My TVS all car services station has launched their various services which are doing very well in the Southern India. My TVS all car services station has good brand image. But in the Indian context the service of the station is not doing well & its market share is also falling. According to the researchers survey it can be concluded that in Southern India it is performing well. This research helped the researcher to realize inner potential & to succeed in the carrier. This helped the researcher to use the theoretical knowledge & put it in practice. On a personal side it gives the researcher a chance to understand different people s mindset and to gain market knowledge.
Page 42
THANK YOYu..
Page 43
