1 Sr No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 CONTENT Industry Overview History of Automobile Industry Features of Automobile Industry Automobile Industry of India Role of Government In Automobile

Industry Environmental analysis of Automobile Industry (PEST) Different Players of Automobile Industry Future and Growth of Automobile Industry Introduction of TATA Motors Major Competitors Marketing Strategies of TATA Motors Customer Perception: Why TATA Motors SWOT Analysis of TATA Motors Introduction of HYUNDAI Motors Company profile & products Comparison Segments Consumer satisfaction level Recommendation Conclusion Bibliography Page No.

Industry Overview
Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the then Government and the policies were also not favorable. The liberalization policy and various tax reliefs by the Govt. of India in recent years has made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18 % per annum, has become a hot destination for global auto players like Volvo, General Motors and ford.

A well developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the canvas of the Indian economy. Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divided into 03 broad categories : Cars, twowheelers and heavy vehicles.

History of Automobile Industry

3 The automobile as we know it was not invented in a single day by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is estimated that over 100,000 patents created the modern automobile. However, we can point to the many firsts that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo Da Vinci and Isaac Newton. In 1769, the very first self-propelled road vehicle was a military tractor invented by French engineer and mechanic, Nicolas Joseph Cugnot (1725 - 1804). Cugnot used a steam engine to power his vehicle, built under his instructions at the Paris Arsenal by mechanic Brezin. Nicolas Cugnot was the inventor of the first automobile. The automotive industry has certain trends it has to follow, just like fashion designers and musical composers. In times of recession and decreasing sales there is less room to take chances and manufacturers are prone to follow the common pattern as a safer bet rather than releasing a controversial product or idea that might or might not be successful. However throughout the automotive industry's history, great innovators have "boldly gone where no man has gone before" to set new trends which have dynamically altered the industry as a whole. 1942 Hindustan Motors Ltd incorporated and their first vehicle was made in 1950. In 1944 Premier Automobiles Ltd incorporated and in 1947 their first vehicle was produced. In 1947 the Government of Bombay accepted a scheme of Bajaj Auto to replace the cycle rickshaw by the auto and assembly started in a couple of years under a license from Piaggio. Manufacturing Program for the auto and scooter was submitted in 1953 to the Tariff Commission and approved by the Government in 1959. In 1983 Maruti Udyog Ltd was started in collaboration with Suzuki, a Japanese firm. In 1983-84 Bajaj Tempo Ltd. entered into a collaboration with Daimler-Benz of Germany for manufacture of LCVs. In 1997 National Highway Policy has been announced which will have a positive impact on the Automobile Industry The Indian Automobile market in general and Passenger Cars in particular have witnessed liberalization. Many multinationals like Daewoo, Peugeot, General Motors, Mercedes-Benz, Honda, Hyundai, Toyota, Volvo and Fiat entered the market. In late 90s TELCO entered passenger car segment launching Tata Indica. In 2001 Indica V2 launched - 2nd generation Indica.Launch of the Tata Safari EX Tata Motors completes acquisition of Daewoo Commercial Vehicle Indica V2 becomes India's number one car in its segment.

In 2008 Tata Motors reached an agreement with Ford to purchase their Jaguar and Land Rover operation for US$ 21 billion. The was completed on 2nd June. Tata Motors Launches the least expensive production car in the world. TATA NANO at Rs 1,00,000. The super mini was unveiled during the Auto Expo 2008 exhibition in Pragati Maidan, New Delhi

In September 2009, Ford Motors announced its plans to setup a plant in India with an annual capacity of 250,000 cars for US$500 million. The cars will be manufactured both for the Indian market and for export. Mahindra & Mahindra launched the Mahindra Xylo in January 2009, and as of June 2009, the Xylo has sold over 15000 models. Also in early 2008, Mahindra commenced its first overseas CKD operations with the launch of the Mahindra Scorpio in Egypt, in partnership with the Bavarian Auto Group.

Preview of Automobile Industry

The automobile industry, one of the core sectors, has undergone metamorphosis with the advent of new business and manufacturing practices in the light of liberalization and globalization. The sector seems to be optimistic of posting strong sales in the next couple of years in view of a reasonable surge in demand. The Indian automobile market is gearing towards having international standards to meet the needs of the global automobile giants and become a global hub. Players are strategizing to consolidate their position and gradually increase market penetration with the launch of new models, targeting different segments. Since the sector is price driven, huge investment is envisaged to remain competitive through cost advantage, for which indigenization is highly important. The product becomes dearer if it is manufactured using imported parts. IT in the automobile sector plays a crucial role.. Some players are working towards development of efficient production systems that control the entire production process with high precision and accuracy. Such systems working on real time operating systems allow efficient control of different parts of manufacturing and production. It is essential to leverage skills of different engineering disciplines to build these kinds of integrated systems. Analysts foresee high scope in the electronics for auto sector and expect the retailing of such electronics products to contribute a major chunk of future revenues. The government is increasing the research and development (R&D) fund for the automobile industry. All

5 laboratories in the country researching on automobile technology, such as BHEL which is developing cell technology as alternative fuel, have also been brought together through the setting up of a national R & D working group. The group is working out a plan to link all major laboratories across the country to give a thrust to automotive research.

Indian automobile sector being a driver of product and process technologies, and has become a excellent manufacturing base for global players, because of its high machine tool capabilities, extremely capable component industry, most of the raw material locally produced, low cost manufacturing base and highly skilled manpower Not only a large number of world manufacturers have set up production bases in India but also a large number of foreign companies are collaborating with the auto component suppliers and vendors. Indian Automobile Components Industry has been making rapid strides towards achievement of world-class Quality Systems by imbibing ISO 9000/QS 9000 Quality Systems whereby the Indian Automotive industry has become more competitive in the export market due to its technological and quality advances, so much so that in quality conscious markets such as Europe and America, it is emerging as a major player, based on its performance. India today exports: Engine and engine parts, electrical parts, drive transmission & steering pats, suspension & braking parts among others. It is trying to bring in varying products to suit requirements of different class segments of customers. The Government should promote Research & Development in automotive industry by strengthening the efforts of industry in this direction by providing suitable fiscal and financial incentives. The current policy allows Weighted Tax Deduction under I.T. Act, 1961 for sponsored research and in-house R&D expenditure. This will be improved further for research and development activities of vehicle and component manufacturers from the current level of 125%. n addition, Vehicle manufacturers will also be considered for a rebate on the applicable excise duty for every 1% of the gross turnover of the company expended during the year on Research and Development carried either in-house under a distinct dedicated entity, faculty or division within the company assessed as competent and qualified for the purpose or in any other R&D institution in the country. This would include R & D leading to adoption of low emission technologies and energy saving devices. Government will encourage setting up of

6 independent auto design firms by providing them tax breaks, concessional duty on plant/equipment imports and granting automatic approval.

Features of the Automobile Industry

The structure of the auto market has been changing at a faster pace along with the global changes in the Industry. There are several global automobile companies who were hesitate to come and invest in India ten years ago, now have kept India as a priority destination for their investment. Along with the entry of multinational auto companies, the profile of domestic auto companies too witnessed a structural change. The stiff competition to access market prompted companies to go for different models with differing qualities and efficiency. The market too expanded at a rapid pace with the entry of soft financial assistance from several financial institutions to middle income households. MNCs need to carefully plan their entry into emerging markets. Early commitment to a market often results in first mover advantages that are difficult to replicate... In the 1990s, the Indian Government removed several restrictions in a bid to attract foreign investors into the automobile industry. Among the first to enter was Daewoo of South Korea, with its model Cielo, targeted at the upper end of the market. Other MNCs such as Ford and General Motors also entered the Indian market, followed by Hyundai, Honda, Toyota, Volkswagen etc. Most MNCs began their operations in India as joint ventures with local partners. Examples include Suzuki, G.M, Ford and Daewoo. With the exception of Suzuki, these joint ventures have become fully owned subsidiaries of the foreign partners

Broadly, entry strategies may be classified into two major types :1. A foreign investor may directly set up its operations in India through a branch office or a representative office or liaison office or project office of the foreign Company ; or 2. It may do so through an Indian arm i.e. through a subsidiary company set - up in India under Indian laws.

The impact of Indias initiatives in economic liberalization and globalization (post 1991) is most apparent in the automotive sector. Automotive industry is a key driver of economic growth contributing around four to five percent to the Indian GDP. Introduction of reforms and entry of international companies has intensified competition in the Indian automotive sector. Previously, Indian automotive market was characterized by weak air pollution regulations. In addition, low labor cost of maintenance and the psyche of Indian consumer to delay the discarding of the old vehicle reduced the scrap rate. All these factors resulted in prolonged operational existence of vehicle on Indian roads. The benefit of this practice is the comparatively higher revenues for automotive component suppliers, due to increased demand in the aftermarket. But recent pronouncement of GOI to prohibit polluting vehicles in the National Capital Region (NCR) is likely to force the old polluting vehicles off road. This will reduce the average life span of vehicles on road and the overall impact would be reduced per vehicle parts consumption. Two wheelers generate the highest volumes and are more popular in rural and semi urban markets primarily due to lower income levels and poor road conditions. Therefore, these could be classified as entry-level vehicles. Good performance of the economy has led to higher all round growth leading to high GDP growth of 8%. Excise duty reduction on passenger vehicles helped to reduce the ultimate price to the customer. Good performance of the economy has led to higher all round growth leading to high GDP growth

Automobile Industry of India

A Nations economy is well known from its transport system. For instant and rapid growth in economy, a well-developed and well-networked transportation system is essential. As India's transport network is developing at a fast pace, Indian Automobile Industry is growing too. Also, the Automobile industry has strong backward and forward linkages and hence provides employment to a large section of the population. Thus the role of Automobile Industry is very essential in Indian economy. Indian Automobile Industry includes the manufacturing of

8 trucks, buses, passenger cars, defense vehicles, two-wheelers, etc. The industry can be broadly segmented into into the Car manufacturing, two-wheeler manufacturing and heavy vehicle manufacturing units. The major Car manufacturer are Hindustan Motors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd ., General Motors India Pvt. Ltd., Honda Siel Cars India Ltd. Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd, TATA Motors. The two-wheeler manufacturing is dominated by companies like TVS, Honda Motorcycle & Scooter India (Pvt.) Ltd., Hero Honda, Yamaha, Bajaj, etc. The heavy motors like buses, trucks, defense vehicles, auto rickshaws and other multi-utility vehicles are manufactured by Tata-Telco, Ashok Leyland, Eicher Motors, Bajaj, Mahindra and Mahindra, etc. The Indian Automobile Market growth is expected to grow at a CAGR of 9.5 percent amounting to Rs. 13,008 million by 2010 which is a big in number. The Commercial Vehicle Segment has been contributing to the automobile market to a great extent. So as in passenger luxury cars now many foreign companies like Mercedes, Suzuki, Chevorlet, Honda, Mitsubishi, Toyota, Hyundai etc. have been investing in the Indian Automobile Market in various ways such as technology transfers, joint ventures, strategic alliances, exports, and financial collaborations like Maruti joined hands with Suzuki in passenger cars, same as Mahindra with Renault, hero joint ventures Honda in two wheeler segment, Ashoka with Leyland in commercial vehicle segment. The auto market in India can boast of attractive finance schemes, increasing purchasing power, and launch of the latest products investments in the automobile industry by the foreign companies in India help in strengthening the India`s economy. India`s giant automotive manufacturer company TATA MOTORS has largest share in commercial vehicle and now they have acquired the jaguar and range rover globally, capturing international market too, also they are exporting their key products in the international market. Total sales of major car manufacturers in India registered a figure of 0.674 million units at the end of March, 2007. The number of car exports in India was 39,295 units. General Motors, Maruti, and Honda accounted for 60 percent of the market sales at the end of April,

9 2007. As the increase in per capita income is observed in India. There has been an increase in the purchase of motorcycles and cars both in the rural as well as urban areas.{figures from reliable sources} Some vital statistics regarding the automobile market in India has been mentioned below: Two wheelers - 2nd largest in the world Commercial Vehicle - 4th largest in the world Passenger car- 11th largest in the world

The modern automobile market in India has been considering key issues in the process of growth: Customer care, and not just 'service' Domestic as well as multinational investments Searing through cut-throat competition Road safety Anti-pollution norms Coordination with the government to enable advancement Used vehicle trade

The future of Indian Automobile market is bright as it looks forward to manufacturing and implementing new innovations such as electric cars as provided by Reva,CNG technology is used in new upcoming models of Maruti and Honda has launched their new hybrid car in the Indian market. alternate fuels like CNG and LPG, and probably customized Internet automobile orders.

Segmentation of Automobile Industry

Among the two-wheeler segment, motorcycles have major share in the market. Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% share in Scooter and TVS makes 82% of the mopeds in the country.

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40% of the three-wheelers are used as goods transport purpose. Piaggio holds 40% of the market share. Among the passenger transport, Bajaj is the leader by making 68% of the threewheelers. Cars dominate the passenger vehicle market by 79%. Maruti Suzuki has 52% share in passenger cars and is a complete monopoly in multipurpose vehicles. In utility vehicles Mahindra holds upto 40% of the total share of the automobile industries In commercial vehicle, Tata Motors dominates the market with more than 60% share. Tata Motors is also the world's fifth largest medium & heavy commercial vehicle manufacturer.

The market shares of the segments of the automobile industry

11 The automobile industry had a growth of 15.4 % during April-January 2007, with the average annual growth of 10-15% over the last decade or so. With the incremental investment of $3540 billion, the growth is expected to double in the next 10 years. Consistent growth and dedication have made the Indian automobile industry the secondlargest tractor and two-wheeler manufacturer in the world. It is also the fifth-largest commercial vehicle manufacturer in the world. The key players like Hindustan Motors, Maruti Udyog, Fiat India Private Ltd, Tata Motors, Bajaj Motors, Hero Motors, Ashok Leyland, Mahindra & Mahindra have been dominating the vehicle industry. A few of the foreign players like Toyota Kirloskar Motor Ltd., Skoda India Private Ltd., Honda Siel Cars India Ltd. have also entered the market and have catered to the customers needs to a large extent. Not only the Indian companies but also the international car manufacturing companies are focusing on compact cars to be delivered in the Indian market at a much smaller price. Moreover, the automobile companies are coming up with financial schemes such as easy EMI repayments system to boost sales.

There have been exhibitions like Auto-expo at Pragati Maidan, New Delhi to share the technological advancements. Besides, there are many new projects coming up in the automobile industry leading to the growth of the sector. The Government of India has liberalized the foreign exchange and equity regulations and has also reduced the tariff on imports, contributing significantly to the growth of the sector. Having firmly established its presence in the domestic markets, the Indian automobile sector is now penetrating the international arena. Vehicle exports from India are at their highest levels. The leaders of the Indian automobile sector, such as Tata Motors, Maruti and Mahindra and Mahindra are leading the exports to Europe, Middle East and African and Asian markets.

12 The Ministry of Heavy Industries has released the Automotive Plan 2006-2016, with the motive of making India the most popular manufacturing hub for automobiles and its components in Asia. The plan focuses on the removal of all the bottlenecks that are inhibiting its growth in the domestic as well as international arena.

Role of Government in Automobile Industry

The government is making efforts to overcome the constraints at their research centers for automobile industry. India can also learn from countries like Japan that are already using these technologies for a wide number of applications. The Indian auto industry should launch programmes for market development and a wider acceptance of alternative energy-driven vehicles in India. It should also work in tandem with the government to make India a world leader in this area. Indian automobile industry is also consistently trying to meet the emerging challenges of environmental pollution and better safety standard. According to a study, automobile exhaust contributes more than 60% of the atmospheric pollution in metropolitan cities, with the growing number of vehicles; the pollution in the cities is continuously increasing. To meet these emerging challenges of newer emission norms Indian automobile industry has already braced itself up with new investment and fresh technological induction. With the growing number of vehicles, the pollution in the cities is ever increasing. Government initiated controls by notifying emission standards from the year 1992 which were further tightened under the Motor Vehicle Act. For meeting these norms, unleaded petrol was also introduced in metropolitan cities from 1995, which enabled fitments of catalytic convertors on new petrol driven vehicles. The government seems most keen to hand over a huge replacement market on a platter to the automobile industry without ensuring that manufacturers take responsibility of the emission performance of the vehicles they produce for its useful life. In fact the most important action point that was recorded after the ministerial consultation was that manufacturers would have to give emissions warranty for two- wheelers from But ultimately, the government could not muster enough courage to push the mighty automobile industry and enforce it.

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Government will encourage and assist establishment of specialized training institutes for the automobile sector through the active association of interested automobile industries. These institutes will be set up in Bidadi Industrial area and Dharwad Growth center. The Institute will be managed by the participating automobile industries and will train skilled category of auto workers, in specified skill areas such as painting, welding, auto mechanical, etc. It also is making an effort able to enlist the support of multilateral aid institutions to provide part of the funding for this project, which promises tremendous environmentimprovement benefits for the vehicle, which create pollution.

Competitive Edge
Highly Competitive at Lower Scales

Indian Auto Companies are highly cost competitive even at lower volumes due Appropriate levels of automation Low cost automation Autonomation High Quality & Productivity Indian Auto Companies have achieved a High level of Productivity by embracing Japanese Concepts and Best Practices: TQM T P M Toyota Production Systems In fact cost productivity is our key differentiator viz-a-viz competition from other low cost economies.

Just-In-Time Delivery & Logistics

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Indian Auto Companies have proven capability to supply on JIT basis out of Warehouses situated near the Customers Most Indian companies have arrangements with major Logistic Providers for JIT Supplies. Adequate Warehousing support and onsite Engineering support

Environmental Analysis of Automobile Industry

POLITICAL FACTORS
ARAI provides technical expertise in R&D, testing, certification, homologation and framing of vehicle regulations. ARAI is a co-operative industrial research association established by the automotive industry with the Ministry of Industries, Government of India. It works in harmony and complete confidence with its members, customers and the Government of India to offer the finest services, which earned for itself ISO 9001, ISO 14001, OHSAS 18001 and NABL accreditations. ARAI is well-equipped with state-of-the-art infra-structural facilities and highly qualified manpower. The Indian Auto Industry is harmonizing both Safety & Emission regulations with International Standards for sustained growth of the Industry for combating the environment and become a global export hub. India has a well established and Regulatory Framework under the Ministry of Shipping, Road Transport and Highways in which SIAM (SOCIETY OF INDIAN AUTOMOBILE MANUFACTURERS) plays a very important role. All the stake holders are part of the regulation formulation setup. The ministry issues the notifications under the Central Motor Vehicle Rules and Motor Vehicles Act. The Safety Regulations are being aligned with the ECE regulation and the Road Map prepared by SIAM (SOCIETY OF INDIAN AUTOMOBILE MANUFACTURERS) envisages alignment by 2010. The In use Vehicle Emission norms have been tightened with effect from 1st October 2004 and computerization model has been developed by SIAM (SOCIETY OF INDIAN

15 AUTOMOBILE MANUFACTURERS), which is already in place in the Major Metro Cities and would be extended throughout the country in a phased manner.

ECONOMICAL FACTORS

Indias huge geographic spread- Mass transport system.

There is a very large transportation system in India for the public which helps the economy to the large scale. Increasing road development

The new development of road system is contributing a lot towards the transportation system of the country. Better and wide roads and the material used to build the roads is very long lasting and environment friendly. With the better material used the life of the roads is increased which is helping the economy of the country as less expenses will occur. Higher GDP growth

With the better transportation system the material is moved to different places in short time and easily which helps in increase of the GDP as more products can be made in same time. Increasing Per Capita income

The per capita income of India is increasing due to which the buying power of the consumers has also increased making people buy cars and bikes. Cheaper (decline interest rates) and easier finance scheme

The banking system in India is in a good shape. It provides people with easier and cheaper finance schemes which help the consumers to buy vehicles easily. This helps in the increase in sales of the automobile industry which also helps in the th increase of countrys economy.

Technical factors
India is harmonizing its Emission Norms for Four Wheelers with the European Regulation and has adopted Euro III, equivalent norms in 11 Metropolitan Cities from Apr 1 2005. For

16 Two Wheelers, which constitutes 70% of the vehicle population unique Indian emission norms, which are one of the tightest in the world have been adopted. The Fuel Quality plays a very important role in meeting the stringent emission regulation. The fuel specifications of Gasoline and Diesel have been aligned with the Corresponding European Fuel Specifications for meeting the Euro II, Euro III and Euro IV emission norms. The use of alternative fuels has been promoted in India both for energy security and emission reduction Delhi and Mumbai have more than 100,000 commercial vehicles running on CNG fuel. Delhi has the largest number of CNG commercial vehicles running anywhere in the World. India is planning to introduce Biodiesel; Ethanol Gasoline blends in a phased manner and has drawn up a road map for the same. The Indian auto Industry is working with the authorities to facilitate for introduction of the alternative fuels. India has also setup a task force for preparing the Hydrogen road map. The use of LPG has also been introduced as an auto fuel and the oil industry has drawn up plans for setting up of Auto LPG dispensing station in major cities. The latest technology is being adopted by the companies and is being launched in India as well. One of the latest technologies is the Hybrid Engines which are launched by Honda motors in India. A lot of new safety measures are now taken into consideration before the car or any other motor vehicle is launched to ensure its safety and reliability.

SOCIAL FACTORS
The Automotive Research Association of India ( ARAI ) has been playing a crucial role in assuring safe, less polluting and more efficient vehicles. Reducing pollution helps creating a better and healthy environment for the society. 85% of the cars in India are financed. The banks are giving finance options easily helping the people who cannot afford to buy themselves. Low interest rates translating to low financing and acquisition costs hence greater affordability.

17 The new technology of Hybrid engines launched in India (Honda CIVIC) is very much safe and helps the environment making it better for the social community. This technology is coming worldwide and is also available in Canada now. New measures are being taken to make the automobiles less polluting. This well help in reducing the exploitation of atmosphere. Better atmosphere gives better life.

Different players in Automobile industry

Hyundai: Can The Dream Run Continue?
Hyundai has become the undisputed number two in the Indian auto market, and the only one -- even rivals admit -- with the capability of giving leader Maruti a run for its money in the total volume stakes though Hyundai in India currently sells just about a quarter of the numbers that Maruti does. Hyundai got everything right because it got the value-price-technology equation almost perfectly right from day one. The Santro was an instant winner from the day it was introduced in the Indian market because it offered the optimum mix of space and technology in the small car market, at a highly competitive price. And with easy consumer financing available in the market, Hyundai did not have to work too hard to persuade even entry-level car buyers to go for the Santro instead of the Maruti 800. And when it launched mid-size Accent some time later, Hyundai proved that it could get its value-price equation consistently right across different segments That apart, the big worry for Hyundai is that other than the Santro (the Atos in Korea), it doesn't have any other small car in its armoury. Unlike Suzuki, which is primarily a small car

18 specialist, Hyundai can only introduce bigger cars in the Indian market either from its own product range, or those of Kia Motors, which it took over last year.

Hyundai is looking a bit vulnerable now because globally it is a minnow in the car market. It lacks the sheer money power and product muscle to keep fighting the Fords and GMs in any market. And if Ford does take over Daewoo Motors, Hyundai's number two position in India could be seriously under threat

Telco-The Home Grown Challenger

Telco did not boast a great reputation for developing even world-class commercial vehicles, forget passenger cars. When the Indica hit the market, the consensus opinion was that Telco had goofed up again.. The Indica was riddled with quality problems. A year down the line, almost everyone grudgingly admits that the Indica has been a success. The Telco formula of pushing the biggest small car with a rugged diesel engine has been a major hit in the semiurban and rural markets. The Indica cost $400 million from start to finish whereas the Hyundai Accent is said to have cost $1.6 billion to develop. Telco has already introduced the premium Safari, which again focuses on a small niche. It is a smart strategy as it avoids taking any of the big guns head on. But in the long run, Telco knows it has to take on its rivals in the mainstream markets as well. It is ramping up capacity to 160,000 from the current 120,000 cars anticipating that it will get the demand. But Telco is also the weakest player in the small car market -- and unless it keeps springing surprises, it could be the first casualty in this round of the car battles.

Hindustan Motors
Hindustan Motors Ltd (HML) is the oldest passenger car manufacturer in the country. It also has a small presence in the multi-utility vehicle and the heavy commercial vehicle segments. The later is generally manufactured for exports. Other than the automotive sector, the company has diversified into earth moving equipments and power products. In the passenger car segment, the company has the well known Ambassador and Contessa models. It has recently tied with Mitsubishi of Japan for manufacturing the Lancer range of cars. At present, the company has a market share of 4.2% in the car segment.

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Models of Hindustan Motor Ambassador Nova Diesel Contessa motors

Maruti Udyog Ltd.

December 1983 heralded a revolution in the Indian car industry. Maruti collaborated with Suzuki of Japan to produce the first affordable car for the average Indian. At this time, the Indian car market had stagnated at a volume of 30,000 to 40,000 cars for the decade ending 1983. This was from where Maruti took over. Nineteen years back Maruti introduced the first small car in the Indian auto market. They started with their model Maruti 800 which was very popular at that time and still its major cash cow. The models, which were available at that time, were Premier Padmini and Ambassador. Customers were interested in having some different types of models with some fashionable looks. That was the perfect time to enter into market and Maruti took right step to introduce its different models. Maruti established its monopoly over Indian auto market India's largest automobile company, Maruti entered the Indian car market with the avowed aim to provide high quality, fuel - efficient, low - cost vehicles. Its cars operate on Japanese technology, adapted to Indian conditions and Indian car users. Maruti comes in a variety of models in the small segment.

Models of MUL

Alto Maruti 800 Zen Wagon R Omni Esteem Baleno

Mitsubishi Motors

20 The history of Mitsubishi as an automobile manufacturer dates back long before the Motor Vehicles Division of Mitsubishi Heavy Industries Ltd. was incorporated as Mitsubishi Motors Corporation in 1970. Mitsubishis epoch making vehicles, which rolled off the assembly line in 1917, were the Model-A, Japans first series production passenger cars. Always the innovators, the Mitsubishi Model-A were the pioneers of vehicles in Japan. In early years, the ship and aircraft-manufacturing arm of Mitsubishi produced vehicles. Therein the provenance of Mitsubishi Motors engineering excellence and the resultant reputation for outstanding reliability and all around performance of its vehicles. Today, Mitsubishi Motors ranks as one of the largest vehicle manufacturer, and one of the very few that can boast a vehicle lineup which extends from mini cars to heavy-duty trunk buses and other specialized commercial vehicles. The all new Mitsubishi Lancer comes to you from two automotive giants: Hindustan Motors and Mitsubishi Motors. A technical collaboration between the two, the project brings together their formidable expertise and experience to provide you with a whole new automotive experience. Mitsubishi Motors brings the most contemporary technology on Indian roads. The Lancer has an impeccable rallying pedigree and has proven it's mettle in the toughest conditions. The combination of high technology and classic build quality continues to woo customers the world over

Models of Mitsubishi MITSUBISHI MONTERO SPORT 3.5XS Montero Endeavor

Innovation in Automobile Industry

Innovation has brought about a sea change in the Indian automotive sector, where slick styling, technology and new models have become the formula for success. These very factors led to the instantaneous success of Suzuki when it first rolled out the technologically

21 superior Maruti 800 into the traditional Indian market. Even today it is the technology and a high degree of indigenisation, which have helped MUL attain a price barrier, which is very difficult for competition to penetrate. This coupled with governmental support have perhaps been the clinchers for MUL's progress, despite recent competition from the likes of global players like Daewoo, Hyundai, General Motors Ford and the indigenously designed Tata Indica. However, what auto companies need to do is develop ergonomic products, with slick styling, at an affordable price for the quality conscious Indian market. This can easily be done by commissioning any international design house. Indian auto companies need to take corrective measures to counter balance the shift in demands from motorcycles to cars. This is where Indian companies which do not have joint ventures with international automotive majors might well lag behind. Especially since, the development of fuel-efficient cars in-house is a long and arduous task, involving huge financial and manpower investments. It is in this department that foreign companies are already miles ahead. Thus one option, which might well become quite popular for Indian auto companies, is the joint venture route with an international major. The projected growth factors in an anticipated export thrust, as product quality efficiencies go up in the auto industry and cost

Emerging Market Trends

The automotive industry is the barometer of Indian economy. The sign of recovery are most visible in the growing demand for automobiles. The aspirations of Indian consumer are rising with the growing demand. The cumulative effect of growing customer demand, increased competition, technology upgradations along with the traits are likely to be observed in the following trends. International companies like Hyundai, Honda, Toyota, etc. are gaining market share. Technological up gradation will be primary requisite for success in the market. With the entry of new models, medium sized cars segment is further divided into low prestige and high prestige cars. Customers are upgrading from entry level small cars to sophisticated small cars and from sophisticated small cars to prestige car segment. Stricter Pollution norms are likely to force vehicle manufacturers to adopt latest technology in maintaining emission standards. This is likely to curtail the average life

22 span of vehicle on road while the maintenance cost and the genuine parts consumption per vehicle is expected to increase. Due to free imports local industry is expected to face increased competition from international automotive companies. With the increasing number of vehicle population the two wheeler owners will have viable option of used cars. The vehicle with higher resale value and good service network is likely to dominate the market. All the trends derived out of present dynamics of the Indian automotive vehicle market are indicators of internationalization of this market. India has become focus of international growth seeking companies as not only a cost competitive sourcing base but also a growing high potential market. In the near future the competition will be prominent in all the functions of business and only the companies with global standards are likely to survive. Indian manufacturers are gearing up for the challenge but surely the current scenario is apparently in favor of international players. The early movers are likely to secure a position to command the global competition

Local market trends

Sales, particularly in the small car segment, will drive passenger car sales in the near term. However, within the next two years, capacity is expected to be twice the total demand for cars. With developments in the small car segment acquiring a degree of stability in terms of price competition, the action is shifting to the mid-size car segment. Sales in this segment will pick up as new models come in and income levels rise but it is still some time till it comes anywhere close to the economy sized segment. What will also drive car sales is the wide availability of finance schemes by a variety of banks and FI's. Sales in the used car market is also expected to do well as more and more older models get replaced by newer ones at a faster pace. The coming in of Euro III and IV norms will also increase scrap page rates.

23 In view of expected surplus in the domestic market, India will emerge as one of the leading car sourcing point in the Indian subcontinent. Consumers will be the beneficiaries as a result of marketing war, as they will be offered technologically superior products at better prices and terms and conditions. But the customer has a risk of model discontinuation as a result of shake-out expected in the industry.

Indian Auto Industry Reports Enhanced Performance

14 April, 2009 The Indian automobile industry has reported enhanced performance in all sectors during March 2009. The industry has seen a massive growth in the two-wheeler and car segment. It is believed that exports from Maruti-Suzuki and Hyundai showed a tremendous growth with their penetration in the European market. In the domestic market both passenger cars and utility vehicles has reported high sales. The key factor that has contributed to the high sales of utility vehicles is the upcoming national elections. In the domestic market Hyundai reported decline of domestic car sales and Maruti Suzuki reported 21.9% rise in sales. Furthermore, even Mahindra & Mahindra also reported high sales with a rise of 9.4% in its domestic sales. Medium and heavy commercial vehicles are also on a gradual recovery phase and fortunately this segment is greatly influenced by the elections. Light Commercial Vehicle segment is also in a secular growth phase and is expected to reach good sales by the end of 2009. Recently on the Bombay Stock Exchange auto sector was down with 0.87%. The top losers were Bharat Forge with -5.63%, Bajaj Auto with -4.02% and Mahindra & Mahindra with -3.15%. However, Escorts, Cummins India, and Amtek Auto gained the most with 6.21%, 5.41%, and 4.74% respectively.

24

How would India auto industry fare in 2009?

In 2009 estimated rate of growth of India auto industry is going to be 9 percent. Auto industry in India has been hit hard by ongoing global financial recession. Sales figures of India automobile industry for December 2008 have shown devastating after effects of global financial slowdown. However, there is still hope for automobile industry of India in 2009 as there are certain factors working in its favor. India is blessed with a middle class, which is getting economically stronger with every passing day. This class is being touted as potential consumers for India auto industry in years to come in the future world of Globalization. Indian economy has been, more or less, able to withstand tremors of global financial meltdown. Even though its rate of growth has slowed down considerably, there are hopes of an economic revival. Work force of auto industry of India is relatively well trained. All these factors indicate that there could be a decent future for India auto industry in days to come.

25

26

Introduction of Tata Motors

Tata Motors is India's largest automobile company, with revenues of US$ 8.8 billion in 200708. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain, besides India. Among them are Jaguar Land Rover, and an industrial joint venture with Fiat in India. With over 4 million Tata vehicles plying in India, Tata Motors is the countrys market leader in commercial vehicles and among the top three in passenger vehicles. It is also the world's fourth largest truck manufacturer and the second largest bus manufacturer. Tata cars, buses and trucks are being marketed in several countries in Europe, Africa, the Middle East, South Asia, South East Asia and South America Tata Motors Limited is a multinational corporation headquartered in Mumbai, India. Part of the Tata Group, it was formerly known as TELCO (TATA Engineering and Locomotive Company).In 1945 Tata Engineering and Locomotive Company established to manufacture engineering and locomotive products which was renamed as Tata Motors in 2003. Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.7093885 crores (USD 14 billion) in 2008-09. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer. Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954.

27 The company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat power trains. Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two iconic British brands that was acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest truck maker. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2006, it formed a joint venture with the Brazil-based Marcopolo, a global leader in bodybuilding for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. Tata Motors is also expanding its international footprint, established through exports since 1961. With over 2,000 engineers and scientists, the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centers in Pune, Jamshedpur, Lucknow, in India, and in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, Indias first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became Indias largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the world have been looking forward to. The Tata Nano has been subsequently launched, as planned, in India in March 2009. The standard version has been priced at Rs.100, 000 (excluding VAT and transportation cost). In June 2009, the exciting new range of premium luxury vehicles from Jaguar and Land Rover were introduced for the Indian market. These include the Jaguar XF, XFR and XKR and Land Rover Discovery 3, Range Rover Sport and Range Rover.

28

Brief Time Line And History

It has been a long and accelerated journey for Tata Motors, India's leading automobile manufacturer. Some significant milestones in the company's journey towards excellence and leadership. 1945:-Tata Engineering and Locomotive Co. Ltd. was established to manufacture Locomotives and other engineering products. 1948:-Steam road roller introduced in collaboration with Marshall Sons (UK). 1954:-Collaboration with Daimler Benz AG, West Germany, for manufacture of medium commercial vehicles. The first vehicle rolled out within 6 months of the contract. 1959:-Research and Development Centre set up at Jamshedpur 1985:-First hydraulic excavator produced with Hitachi collaboration 1993:-Joint venture agreement signed with Cummins Engine Co. Inc. for the manufacture of high horsepower and emission friendly diesel engines. 1994:- 1. Launch of Tata Sumo - the multi utility vehicle 2. Joint venture agreement signed with M/s Daimler - Benz / Mercedes Benz for manufacture of Mercedes Benz passenger cars in India.

29 3. Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing Turbochargers to be used on Cummins engines. 2001:-1. Indica V2 launched - 2nd generation Indica. 2. Launch of the Tata Safari EX 3. Indica V2 becomes India's number one car in its segment. 2002:-1.Unveiling of the Tata Sedan at Auto Expo 2002. 2...Launch of the Tata Indigo. 3. Tata Engineering signed a product agreement with MG Rover of the UK 2003:-1. Launch of the Tata Safari Limited Edition. 2. The Tata Indigo Station Wagon unveiled at the Geneva Motor Show. 3. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited. 2004:-1.Tata Motors unveils new product range at Auto Expo '04. 2. Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement 3. Indigo Advent unveiled at Geneva Motor Show 4. Tata Motors completes acquisition of Daewoo Commercial Vehicle Company 5. Tata Motors lists on the NYSE 2005:- 1. Tata Motors acquired 21% of Aragonese Hispano Carrocera sensing an opportunity in fully built bus segment. Tata Ace, India's first indigenously developed sub-one ton mini truck, was launched in May 2005 2006:- Tata Motors has formed Joint Ventures with Marco polo in Brazil and introduce low floor busses in Indian market.

30 2008:- Tata Motors reached an agreement with Ford to purchase their Jaguar and Land Rover operation for US$ 21 billion. Completed on 2nd June Tata Motors Launches the least expensive production car in the world TATA NANO at Rs 1, 00,000. The super mini was unveiled during the Auto Expo 2008 exhibition in Pragati Maidan, New Delhi

2009:- Tata Motors is India's largest automobile company, with standalone revenues of US$ 5.5 billion in 2008-09. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, the business comprising the two iconic British brands. It also has an industrial joint venture with Fiat in India. With over 4 million Tata vehicles plying in India, Tata Motors is the countrys market leader in commercial vehicles and among the top three in passenger vehicles. It is also the world's fourth largest truck manufacturer and the second largest bus manufacturer. Tata cars, buses and trucks are being marketed in several countries in Europe, Africa, the Middle East, South Asia, South East Asia and South America.

Various Products of TATA Motors

Passenger cars Indica V2 Indica Vista Indica V2 Xeta Indigo Manza Indigo CS
Indigo Marina

Indigo XL NANO The Peoples Car

31

Manza Aura Plus Safire Rs.6, 06, 075 Engine 1398 cc Average City 12 kmpl Highway- 15 kmpl

Tata Indica V2 turbo DLS Rs.3, 90, 485 Engine 1200 cc Average City 14 kmpl Highway- 17 kmpl

Indigo CS GLE BS III Rs. 3, 72, 560 Engine 1193 cc Average City 12.5 kmpl Highway- 15.2 kmpl

Indica Vista 1.2 Safire Rs. 3, 90, 560 Engine 1175 cc Average City 12 kmpl Highway- 16 kmpl

32

Indigo Marina GLS Rs. 4, 77, 061 Engine 1200 cc Average City 14 kmpl Highway- 17 kmpl

Nano STD LX BSI Rs. 1, 25, 340- 1, 85, 3745 Engine 624 cc Average City 22 kmpl Highway- 27 kmpl

Utility Vehicles
Safari Safari Dicore Sumo Grande Sumo Victa

33 Xenon XT

Safari Dicor 2.2 GX 4x2 Rs. 9, 99, 385 Engine 2200 cc Average City 11.2 kmpl Highway- 15 kmpl

Safari Dicor Rs. 9, 05, 105 Engine 2179 cc Average City 10.45 kmpl Highway- 15 kmpl

Sumo Grande EX Rs. 7, 26, 450 Engine 2179 cc Average City 13 kmpl Highway- 15 kmpl

Commercial Passenger Vehicles

Buses Winger Magic

34

Winger Rs. 4, 60, 000 Engine 1200 cc Seats - 9 - 13 Warranty 36000km/12months

Marco Polo Rs. 25, 00, 000 Rs30, 00, 000 Seats - 45-50

Magic Rs. 2, 60, 000 Engine 700 cc Seats - 5 - 7 Warranty 150000km/18months

Trucks
Construct TATA Novas TL 4x4 TATA Ace

35

Trucks (Novas) Rs. 15 -18 Lakh Load upto - 14 tonnes

ACE Rs. 2, 60, 000 Warranty 36000km/12months Load upto 1-2 tonnes

Trucks Rs. 8- 9 lakh Load upto - 9 tonnes

Defence Vehicles of TATA Motors:

These are the different vehicles used in defence and military

36

Marketing Strategies of Tata motors

1. Product, Branding, and Advertising
Every business started from 0, from no one knows it until everyone know it. Advertising is one of the most common ways to make car buyer or car enthusiast aware of the new car with special promotion price. Another more important way of advertising is to create an image or brand image. Take BMW Z3 for example, it was introduced in 1996 and shortly the car has

37 been used in the famous James Bond movie. This is similar to Nissan 350 Fair lady Z in the recent 2007 Fast and the Furious 3 Tokyo Drift. Over the years Tata Motors have been successful in creating their brand image especially they use some famous stars as their spokesman. Other important marketing strategies are such as the packaging, innovations, and quality control. Tata Motors provide many innovative features to attract car lover. One of these innovations is the Tata Safari 4X4 Dicor that has Reverse Guide System. A weather-proof camera is fixed to the rear car to help the driver while reversing the car.

2. Pricing Strategy
There are various factors to determine a price of a car. These factors are such as market condition (it cant be too low or too high with the prices of same vehicle from competitors, it has to be at par), cost incurred to build a car, profit by company, dealer profit. Giving discount every month and special promotion for certain type of vehicle also one of the strong strategy use by Tata Motors. Discount can be made from Companys profit or from dealers profit at certain range.

3. Place
Place of dealership does play an important role. The channel of distribution, physical location, and dealership method of distribution and sales is generally adopted. The distribution of vehicle must be in a very systematic way, from the plant to dealership and to end user. This is not only in India itself but also to the world-wide dealership.

4. Maintenance and Support

After sales service is also another important marketing strategy for most of the car buyer to choose for the right car. End user will not want to spend a lot of time to travel to a far place just to service the car such as change engine oil, oil filter and some simple checking. Parts and accessories must also easy to access when it is needed to keep the customer satisfy from

38 buying Tata cars until maintaining the car or even until they sell the car and change to a newer Tata model.

Joint Ventures
Tata Motors has formed a 51:49 joint venture in bus body building with Marcopolo of Brazil. This joint venture is to manufacture and assemble fully-built buses and coaches targeted at developing mass rapid transportation systems. The joint venture will absorb technology and expertise in chassis and aggregates from Tata Motors, and Marcopolo will provide know-how in processes and systems for bodybuilding and bus body design. Tata and Marcopolo have launched a low-floor city bus which is widely used by Delhi, Mumbai and Bangalore Transport Corporations. Tata Motors also formed a joint venture with Fiat and gained access to Fiats diesel engine technology. Tata Motors sells Fiat cars in India and is looking to extend its relationship with Fiat and Iveco to other segments. Fiat's first body-on frame pickup will have the same styling as Tata Xenon and is to be named Fiat Terra. Tata has also formed numerous JV's with many small companies in various countries around the world.

39

Tata Daewoo Commercial Vehicle (One Of The Successful Joint Ventures)

With the success of Tata Indica, Tata Motors aimed to increase its presence worldwide. In 2004, it acquired the Daewoo Commercial Vehicle Company of South Korea. The reasons behind the acquisition were: Company's global plans to reduce domestic exposure. The domestic commercial vehicle market is highly cyclical in nature and prone to fluctuations in the domestic economy the company plans to diversify into various markets across the world in both MHCV as well as LCV segments. To expand the product portfolio Tata Motors recently introduced the 25MT GVW Tata Novus from Daewoos (South Korea) (TDCV) platform. Tata plans to leverage on the strong presence of TDCV in the heavy-tonnage range and introduce products in India at an appropriate time. This was mainly to cater to the international market and also to cater to the domestic market where a major improvement in the Road infrastructure was done through the National Highway Development Project

40 Tata remains India's largest heavy commercial vehicle manufacturer and Tata Daewoo is the 2nd largest heavy commercial vehicle manufacturer in South Korea. Tata Motors has jointly worked with Tata Daewoo to develop trucks such as Novus and World Truck and buses namely, GloBus and StarBus.

Tata Novus one of the best selling commercial trucks in South Korea

Tata MarcoPolo released this low-floor bus in India

CUSTOMER PERCEPTION: WHY TATA MOTORS In todays scenario customer are brand loyal and they prefer the BEST Reasons to switch on for TATA MOTORS 100% reliability Geared for future R & D Edge Tech - driven Backed by TATA name

SWOT
By looking at the Marketing strategies of TATA motors, the SWOT analysis (the Strengths, Weakness, Opportunities, Threats) can clearly tells why Tata Motors marketing strategies is one of the successful stories in automobile industry nowadays.

41

Swot Analysis of TATA Motors Strengths

The internationalization strategy so far has been to keep local managers in new acquisitions, and to only transplant a couple of senior managers from India into the new market. The benefit is that Tata has been able to exchange expertise. For example after the Daewoo acquisition the Indian company leaned work discipline and how to get the final product right first time. The company has a strategy in place for the next stage of its expansion. Not only is it focusing upon new products and acquisitions, but it also has a programme of intensive management development in place in order to establish its leaders for tomorrow. The company has had a successful alliance with Italian mass producer Fiat since 2006. This has enhanced the product portfolio for Tata and Fiat in terms of production and knowledge exchange. For example, the Fiat Palio Style was launched by Tata in 2007, and the companies have an agreement to build a pick-up targeted at Central and South America.

Weaknesses
The companys passenger car products are based upon 3rd and 4th generation platforms, which put Tata Motors Limited at a disadvantage with competing car manufacturers. Despite buying the Jaguar and Land Rover brands (see opportunities below); Tat has not got a foothold in the luxury car segment in its domestic, Indian market. Is the brand associated with commercial vehicles and low-cost passenger cars to the extent that it has isolated itself from lucrative segments in a more aspiring India? One weakness which is often not recognised is that in English the word tat means rubbish. Would the brand sensitive British consumer ever buy into such a brand?

42 Maybe not, but they would buy into Fiat, Jaguar and Land Rover (see opportunities and strengths).

Opportunities
In the summer of 2008 Tata Motors announced that it had successfully purchased the Land Rover and Jaguar brands from Ford Motors for UK 2.3 million. Two of the Worlds luxury car brand have been added to its portfolio of brands, and will undoubtedly off the company the chance to market vehicles in the luxury segments. Tata Motors Limited acquired Daewoo Motors Commercial vehicle business in 2004 for around USD $16 million. Nano is the cheapest car in the World - retailing at little more than a motorbike. Whilst the World is getting ready for greener alternatives to gas-guzzlers, is the Nano the answer in terms of concept or brand? Incidentally, the new Land Rover and Jaguar models will cost up to 85 times more than a standard Nano! The new global track platform is about to be launched from its Korean (previously Daewoo) plant. Again, at a time when the World is looking for environmentally friendly transport alternatives, is now the right time to move into this segment? The answer to this question (and the one above) is that new and emerging industrial nations such as India, South Korea and China will have a thirst for low-cost passenger and commercial vehicles. These are the opportunities. However the company has put in place a very proactive Corporate Social Responsibility (CSR) committee to address potential strategies that will make is operations more sustainable. The range of Super Milo fuel efficient buses are powered by super-efficient, ecofriendly engines. The bus has optional organic clutch with booster assist and better air intakes that will reduce fuel consumption by up to 10%.

Threats
Other competing car manufacturers have been in the passenger car business for 40, 50 or more years. Therefore Tata Motors Limited has to catch up in terms of quality and lean production.

43 Sustainability and environmentalism could mean extra costs for this low-cost producer. This could impact its underpinning competitive advantage. Obviously, as Tata globalizes and buys into other brands this problem could be alleviated. Since the company has focused upon the commercial and small vehicle segments, it has left itself open to competition from overseas companies for the emerging Indian luxury segments. For example ICICI bank and DaimlerChrysler have invested in a new Pune-based plant which will build 5000 new Mercedes-Benz per annum. Other players developing luxury cars targeted at the Indian market include Ford, Honda and Toyota. In fact the entire Indian market has become a target for other global competitors including Maruti Udyog, General Motors, Ford and others. Rising prices in the global economy could pose a threat to Tata Motors Limited on a couple of fronts. The price of steel and aluminium is increasing putting pressure on the costs of production. Many of Tatas products run on Diesel fuel which is becoming expensive globally and within its traditional home market.

Introduction to Hyundai motors

44

45

History
Hyundai (Korean pronunciation) is a group of companies founded in South Korea. The first Hyundai company was founded in 1947 as a construction company. Some of the best-known Hyundai divisions are Hyundai Motor Company, the world's fourth largest automaker and Hyundai Heavy Industries, the world's largest shipbuilder. Other companies currently or formerly controlled by members of Chung's extended family may be loosely referred to as a part of the Hyundai chaebol. In 1998 Hyundai bought Kia Motors, another South Korean company. Hyundai Group underwent a massive restructuring following the 1997 East Asian financial crisis and the founder's death in 2001. Today many companies bearing the name Hyundai are not part of or connected to the Hyundai Group. Some of the larger former members of the conglomerate include Hyundai Group, Hyundai Kia Automotive Group, Hyundai Department Store Group, Hyundai Heavy Industries Group, and Hyundai Development Group. Following the conception, Hyundai Group's business remains manufacturing of elevators, container shipping services, and tourism. Chung Ju-Yung founded the Hyundai Engineering and Construction Company in 1947. Hyundai Motor Company was later established in 1967. The companys 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 as chassis engineer and Peter

46 Slater as chief development engineer. In 1975, the Pony, the first Korean car, was released, with styling by Giorgio Giugiaro of Ital Design and power train technology provided by Japans Mitsubishi Motors. Exports began in the following year to Ecuador and soon thereafter to the Benelux countries. In 1991, the company succeeded in developing its first proprietary gasoline engine, the four-cylinder Alpha, and transmission, thus paving the way for technological independence. In 1983, 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. The Pony afforded a much higher degree of quality and refinement in the lowest price auto segment than the Eastern-bloc imports of the period then available. 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 1996, Hyundai Motors India Limited was established with a production plant in Irrungattukotai near Chennai, India. 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. 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 April 28, 2006, Chung was arrested, and charged for embezzlement of 100 billion South Korean won (US$106 million).[10] As a result, Hyundai Vice Chairman and CEO, Kim Dong-jin, replaced him as head of the company. Research & Development Hyundai has 5 R&D centres worldwide. Located in South Korea, California, United States, Germany, Japan and Hyderabad, India.

Hyundai In India Hyundai's manufacturing plant at Irungattukottai near Sriperumbudur, India. Hyundai Motor India Limited is currently the second largest carmaker after Maruti Suzuki and largest auto exporter in India.[42] 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 and the i20. Other models include Getz Prime, Accent, Terracan, Elantra (Discontinued), second generation Verna, Tucson,Santa Fe and the Sonata Transform. Hyundai has two manufacturing plants in India located at

47 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 facilty in Hyderabad Andhra pradesh , employing now nearly 450 engineers from different parts of the country.Basically the Hyundai Motors India Engineering (HMIE) gives technical & engineering support in Vehicle development and CAD & CAE support to Hyundai's main R&D center in Namyang Korea. In 2010,Hyundai started its design activities at Hyderabad R&D Center with Styling,Digital Design & Skin CAD Teams. Customer Satisfaction Survey for HYUNDAI In this world of competition any organization cannot avoid Customers. It has become a necessity for an organization for its survival in any industry so that customer Satisfaction plays important role in each an every product life cycle. Today Companies are facing toughest competition ever. The intense competition makes the companies to take the necessary steps. To retain their existing customer as well as attract new once. In the environment of advancement of the technology the companies are trying hard to keep the pace with latest development. This survey will help the company to know the customers satisfaction level and feedback of customers at the product. It will also help company to know about the competitors. This will help company to know about wants and expectation of customers. The company can also know if there are any problems faced by the customers. COMPANY PROFILE

Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company (HMC), South Korea and is the second largest car manufacturer and the largest passenger car exporter from India. HMIL presently markets 37 variants of passenger cars across segments. The Santro in the B segment, the Getz Prime, i10 and the Premium hatchback i20 in the B+ segment, the Accent and the Verna in the C segment, the Sonata Embera in the E segment and the Tucson in the SUV segment. Hyundai Motor India Ltd, continuing with its tradition of being the fastest growing passenger car manufacturer, registered total sales of 489,328 vehicles in the calendar year (CY) 2008, an increase of 49.6 percent over CY 2007. In the domestic market it clocked a growth of 22.4 percent as compared to245, 387 units in 2007 while overseas sales grew by 92.5 percent, with exports accounting for 243,931 units in 2008.

48 Hyundai has different product as follow: 1. Santro Xing: Santro is one most small family related comfortable car, which come under Economy segment. It is mostly sellable by the Hyundai Motors. It has been most good performance by the buyers. And also good result of it.

2. Hyundai

i10:

3. I 20:

49

4: Accent

5. Verna:

50

Comparison between cars of both the companies .

Segments
1. Small cars 2. Middles cars 3. Utility cars 4. Luxury cars

On the basis of
1. Features 2. Engine 3. Safety 4. Performance 5. Interior and exterior

Small cars Tata indica v2 DLE vs Hyundai i10-lite

Tata Indica V2 DLE BSIII Hyundai i10 D-lite

Tata Indica V2 DLE BSIIIDetails New Car On-Road Price Cup Holders Tubeless Tyres Central Locking Tachometer Front Fog Lights AM/FM Radio Mileage (Highway) Mileage (City) 17.4 km/liter 13.6 km/liter

Hyundai i10 D-liteDetails New Car On-Road Price

16.8 km/liter 12.3 km/liter

51 Mileage (Overall) Fuel Tank Capacity Maximum Speed 0-100kmph 1/4 Mile Engine Type Displacement Power Torque Valve Mechanism Bore Stroke Valves per Cylender Fuel Type Fuel System Front Suspension 2 Diesel MPFI Independent, Wish Bone type, with McPherson strut, Anti-roll Bar McPherson Strut with Stabilizer Bar and 13.6 km/liter 37 Liters 135 Km/Hour Km/Hour 25.7 seconds 22.6 seconds 475 IDI with Microprocessor based Engine Management System (ECU) 1405 54PS @5500rpm 83Nm @2500rpm SOHC 67 77 3 Petrol 13.2 km/liter 35 Liters 149 Km/Hour N/A N/A iRDE 1.1, 4-cylinder Petrol 1086 67PS @5500rpm 99Nm @2800rpm

Rear Suspension Steering Type Power Assisted Minimum Turning Radius Front Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base

Independent, Semi trailing arm with CTBA with coil spring coil spring Rack and pinion Rack & Pinion Electric 4.9 Ventilated Disc 13 Inch 165/65R13 Radial 3675 mm 1665 mm 1485 mm 2400 mm 4.7 Disc Tubeless tyres 13 inch 155/80 R13 3565 mm 1595 mm 1550 mm 2380 mm

52 Ground Clearance Rear Track Front Headroom Front Legroom Rear Legroom Boot Space Kerb Weight 170 mm 1,380 mm 960 mm 1,290 mm 870 mm 217 995 860 165 mm 1,385 mm

Price Tata Indica V2 DLE BSIII Price (Ex-Showroom) EMI

Hyundai i10 D-lite

Rs. 3,55,011 Rs. 9,164 (for 36 month loan)

Rs. 3,48,804 Rs. 9,004 (for 36 month loan)

Pictures Tata Indica V2 DLE BSIII Exterior Hyundai i10 D-lite

53

Interior

Safety Tata Indica V2 DLE BSIII

Hyundai i10 D-lite

54 Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer

Tata Indica v2 xeta GLE vs Hyundai i10 Mnaga

Tata Indica V2 Xeta GLE

Hyundai i10 Magna

Tata Indica V2 Xeta GLEDetails New Car On-Road Price Power Windows Power Steering Cup Holders Rear Wash Wiper Tubeless Tyres Central Locking Steering

Hyundai i10 MagnaDetails New Car On-Road Price

55 Adjustment Tachometer Defogger (Rear) Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity No of Doors Maximum Speed Engine Type Displacement Power Torque Valve Mechanism Bore Stroke Cylinder Configuration Valves per Cylender Fuel System Front Suspension 15.3 km/liter 12.1 km/liter 11.8 km/liter 37 Liters 5 Doors 153 Km/Hour 475 SI Multi Point Fuel injection System with 32-bit microprocessor 1193 65PS @5000rpm 100Nm @2600rpm SOHC 75 67.5 In-line 2 MPFI Independent, Wish Bone type, with McPherson strut, Anti-roll Bar Independent, Semi trailing arm with coil spring Rack and pinion McPherson Strut with Stabilizer Bar and CTBA with coil spring Power Inline 16.1 km/liter 13.2 km/liter 13 km/liter 35 Liters 4 Doors N/A iRDE 1.1, 4-cylinder Petrol 1086 66.7 @ 5,500 (PS@rpm) 10.1 @ 2,800 (kgm@rpm)

Rear Suspension Steering Type Power Assisted Minimum Turning Radius Front Brakes Wheel Type Wheel Size

4.9 m Ventilated Disc Steel 4.5J x 13 Disc Tubeless tyres 13 inch

56 Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Front Headroom Front Legroom Rear Legroom Boot Space 165 x 65 R13 Radial 3675 mm 1665 mm 1485 mm 2400 mm 170 mm 1,380 mm 960 mm 1,290 mm 870 mm 217 860 Hyundai i10 Magna 155/80 R13 3565 mm 1595 mm 1550 mm 2380 mm 165 mm 1,385 mm

Kerb Weight 1060 Price Tata Indica V2 Xeta GLE Price (Ex-Showroom) EMI

Rs. 2,98,522 Rs. 7,706 (for 36 month loan)

Rs. 3,98,085 Rs. 10,276 (for 36 month loan)

Safety Tata Indica V2 Xeta GLE Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer

Hyundai i10 Magna

Pictures Tata Indica V2 Xeta GLE Exterior Hyundai i10 Magna

57

Interior

58

Tata indica xeta GLS vs Hyundai santro Xing GL Tata Indica V2 Xeta GLS Hyundai Santro Xing GL

Tata Indica V2 Xeta GLSDetails New Car On-Road Price Tubeless Tyres Central Locking Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity Maximum Speed Engine Type Displacement Power Torque Bore Stroke Cylinder Configuration 152 km/liter 18.1 km/liter 22.3 km/liter 37 Liters 153 Km/Hour 475 SI Multi Point Fuel injection System with 32-bit microprocessor 1193 65PS @5000rpm 100Nm @2600rpm 75 67.5 In-line

Hyundai Santro Xing GLDetails New Car On-Road Price

17.8 km/liter 13.7 km/liter 12.7 km/liter 35 Liters 141 Km/Hour Hyundai Epsilon Engine 1086 63 @ 5,500 (PS@rpm) 9.8 @ 3,000 (kgm@rpm) 66 77 Inline

59 Valves per Cylender Clutch Type Front Suspension Independent, Wish Bone type, with McPherson strut, Anti-roll Bar Independent, Semi trailing arm with coil spring 2 3 Stick gear shifting & frequent clutch McPherson Strut with Stabilizer Bar Torsional Beam Axle, 3 Link Offset Coil Spring

Rear Suspension Steering Type Minimum Turning Radius Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Front Headroom Front Legroom Rear Legroom Boot Space Kerb Weight

Rack and pinion, power assisted Power 4.9 m Steel 4.5J x 13 165 x 65 R13 Radial 3675 mm 1665 mm 1485 mm 2400 mm 170 mm 1,380 mm 960 mm 1,290 mm 870 mm 217 1065 218 854 4.4 m Pressed Steel 13 Inch 155/70 R13 3565 mm 1525 mm 1590 mm 2380 mm 172 mm 1,300 mm

Price Tata Indica V2 Xeta GLS Price (Ex-Showroom) EMI

Hyundai Santro Xing GL

Rs. 3,12,696 Rs. 8,072 (for 36 month loan)

Rs. 3,40,871 Rs. 8,799 (for 36 month loan)

SAFTEY Tata Indica V2 Xeta GLS

Hyundai Santro Xing GL

60

Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indica V2 Xeta GLS Exterior

Hyundai Santro Xing GL

61

Interior

Tata Indica v2 xeta GLX vs Hyundai santro xing GLS Tata Indica V2 Xeta GLX Hyundai Santro Xing GLS

Tata Indica V2 Xeta GLXDetails New Car On-Road Price Rear Wash Wiper Tubeless Tyres

Hyundai Santro Xing GLSDetails New Car On-Road Price

62 Tachometer Front Fog Lights Rear Defroster Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity Maximum Speed Engine Type Displacement Power Torque Bore Stroke Cylinder Configuration Valves per Cylender Fuel System Clutch Type Front Suspension Independent, Wish Bone type, with McPherson strut, Anti-roll Bar Independent, Semi trailing arm with coil spring Power 4.9 m Steel 4.5J x 13 165 x 65 R13 Radial 3675 mm 1665 mm 15.3 km/liter 12.1 km/liter 11.9 km/liter 37 Liters 152 Km/Hour 475 SI Multi Point Fuel injection System with 32-bit microprocessor 1396 70@4,800 (PS@rpm) 12.4@2,600 (kgm@rpm) 75 79.5 In-line 2 MPFI 17.8 km/liter 13.7 km/liter 14 km/liter 35 Liters 141 Km/Hour Hyundai Epsilon Engine 1086 63PS @5500rpm 89Nm @3000rpm 66 77 Inline 3 Multipoint Fuel Injection Stick gear shifting & frequent clutch McPherson Strut with Stabilizer Bar Torsional Beam Axle, 3 Link Offset Coil Spring Rack & Pinion 4.4 m Tubeless tyres 13 Inch 155/70 R13 3565 mm 1525 mm

Rear Suspension Steering Type Minimum Turning Radius Wheel Type Wheel Size Tyres Overall Length Overall Width

63 Overall Height Wheel Base Ground Clearance Rear Track Front Headroom Front Legroom Rear Legroom Boot Space Kerb Weight 1485 mm 2400 mm 170 mm 1,380 mm 960 mm 1,290 mm 870 mm 217 995 218 854 1590 mm 2380 mm 172 mm 1,300 mm

PRICE Tata Indica V2 Xeta GLX Price (Ex-Showroom) EMI

Hyundai Santro Xing GLS

Rs. 3,58,920 Rs. 9,265 (for 36 month loan)

Rs. 3,62,949 Rs. 9,369 (for 36 month loan)

SAFTEY Tata Indica V2 Xeta GLX Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indica V2 Xeta GLX Exterior

Hyundai Santro Xing GLS

Hyundai Santro Xing GLS

64

Interior

65

Tata Indica v2 xeta LPG vs Hyundai santro xing eco Tata Indica V2 Xeta LPG GLS Hyundai Santro Xing eco (GLS) Tata Indica V2 Xeta LPG GLSDetails New Car On-Road Price Power Windows Tubeless Tyres Central Locking Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity Maximum Speed 0-100kmph 1/4 Mile Engine Type 15.7 km/liter 10.9 km/liter 11.86 km/liter 37 Liters 152Km/Hour Km/Hour 18.1seconds 22.3seconds 475 SI Multi Point Fuel injection System with 32-bit microprocessor 16.8 km/liter 11.8 km/liter 12.8 km/liter 35 Liters 141 Km/Hour N/A N/A Hyundai Epsilon Engine Hyundai Santro Xing eco (GLS)Details New Car On-Road Price

66 Displacement Power Torque Bore Stroke Cylinder Configuration Valves per Cylender Fuel Type Fuel System Front Suspension 1193 65PS @5000rpm 100Nm @2600rpm 75 67.5 In-line 2 LPG MPFI 1086 63PS @5500rpm 89Nm @3000rpm 66 77 Inline 3 CNG Multipoint Fuel Injection

Independent, Lower Wish Bone, McPherson Strut with McPherson Strut with Coil Stabilizer Bar Spring Independent, Semi trailing arm with Coil Spring mounted on shock absorber Torsional Beam Axle , 3 Link Offset Coil Spring

Rear Suspension Steering Type Power Assisted Minimum Turning Radius Front Brakes Rear Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight PRICE

Rack and pinion, power assisted Power

4.9 Ventilated Discs Drums Steel 4.5J x 13" 165 x 65 R13 Radial 3690 mm 1665 mm 1485 mm 2400 mm 165 mm 1380 217 1065

4.4 Ventilated Disc Drum Radial 155/70 R13 3565 mm 1525 mm 1590 mm 2380 mm 164 mm 1300 854

67 Tata Indica V2 Xeta LPG GLS Price (Ex-Showroom) EMI SAFTEY Tata Indica V2 Xeta LPG GLS Hyundai Santro Xing eco (GLS) Hyundai Santro Xing eco (GLS)

Rs. 3,36,980 Rs. 8,699 (for 36 month loan)

Rs. 3,84,389 Rs. 9,923 (for 36 month loan)

Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indica V2 Xeta LPG GLS Exterior

Hyundai Santro Xing eco (GLS)

68 Interior

Tata Indica vista Aura 1.2 vs Hyundai i10 Mnaga 1.2 Tata Indica Vista Aura 1.2 Safire Hyundai i10 Magna 1.2

Tata Indica Vista Aura 1.2 SafireDetails New Car On-Road Price Rear Wash Wiper Front Fog Lights Rear Defroster Defogger (Rear) AM/FM Radio CD Player Mileage (Highway) Mileage (City) 14 km/liter 10 km/liter

Hyundai i10 Magna 1.2Details New Car On-Road Price

16 km/liter 12 km/liter

69 Mileage (Overall) Fuel Tank Capacity No of Doors Engine Type Displacement Power Torque Valve Mechanism Valves per Cylender Fuel System Front Suspension MPFI Independent; lower wish bone; McPherson Strut with Coil Spring Semi-Independent; twist beam with coil spring and shock absorber Rack and pinion, Hydraulic Drum 13 Inch 175 / 70 R13 (tubeless) 3795 mm 1695 mm 2470 mm 1075 McPherson Strut with Stabilizer Bar Coupled Torsion Beam Axle (CTBA) with coil spring Rack & Pinion Drums Steel 13 inch 155/80 R13 (tubeless) 3565 mm 1595 mm 2380 mm 1385 860 10.8 km/liter 37 Liters 5 Doors New 1.2L, MPFI, Safire Petrol engine 1172 65 PS @ 5500 rpm 96 Nm @ 3000 rpm 12.8 km/liter 35 Liters 4 Doors 1.2 Kappa, 4-cylinder Petrol 1197 80 PS @ 5200 rpm 111 Nm @ 4000 rpm DOHC 4

Rear Suspension Steering Type Rear Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Wheel Base Rear Track Kerb Weight PRICE Tata Indica Vista Aura 1.2 Safire Price (Ex-Showroom)

Hyundai i10 Magna 1.2

Rs. 4,06,029

Rs. 4,15,020

70 Rs. 10,481 (for 36 month loan) Rs. 10,713 (for 36 month loan)

EMI SAFTEY Tata Indica Vista Aura 1.2 Safire Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer Tata Indigo CS LX

Hyundai i10 Magna 1.2

Hyundai i10 Asta 1.2

Tata Indigo CS LXDetails New Car On-Road Price Cup Holders Rear Wash Wiper Tubeless Tyres Central Locking Steering Adjustment Tachometer Rear Defroster AM/FM Radio CD Player Fuel Tank Capacity Engine Type Displacement Power Torque 42 Liters Turbocharged diesel engine with Intercooler 1405 70PS @4000rpm 140Nm @1800rpm

Hyundai i10 Asta 1.2Details New Car On-Road Price

35 Liters 1.2 Kappa, 4-cylinder Petrol 1197 80 PS @ 5200 rpm 111 Nm @ 4000 rpm DOHC

Valve Mechanism SOHC

71 Bore Stroke Fuel Type Front Suspension 75 79.5 Diesel Independent Mc Pherson strut with anti-roll bar Independent 3-link Mc Pherson strut with anti-roll bar Rack and pinion type with collapsible steering column Petrol McPherson Strut with Stabilizer Bar Coupled Torsion Beam Axle (CTBA) with coil spring Rack & Pinion 4.7 Tubeless tyres 13 inch 155/80 R13 (tubeless) 3565 mm 1595 mm 1550 mm 2380 mm 1385 980 1170 1065 860

Rear Suspension Steering Type

Minimum Turning 5 Radius Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Rear Track Front Headroom Front Legroom Kerb Weight Radial 14" 175/65 R14 3988 mm 1620 mm 1540 mm 2450 mm

PRICE Tata Indigo CS LX Price (Ex-Showroom) EMI SAFTEY ata Indigo CS LX Anti-Lock Braking System

Hyundai i10 Asta 1.2

Rs. 5,01,978 Rs. 12,958 (for 36 month loan)

Rs. 4,93,812 Rs. 12,747 (for 36 month loan)

Hyundai i10 Asta 1.2

72 Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indigo CS LX Exterior Hyundai i10 Asta 1.2

Interior

73

Tata Indigo Manza Aqua ouadrajet vs Hyundai i10 magna 1.2

Tata Indigo Manza Aqua Quadrajet

Hyundai i10 Magna 1.2

Tata Indigo Manza Aqua QuadrajetDetails New Car On-Road Price Power Door Locks Traction Control Cup Holders Rear Wash Wiper Alloy Wheels Central Locking Front Fog Lights Rear Defroster Defogger (Rear) Leather Seats Power Seats AM/FM Radio Cassette Player CD Player ------------

Hyundai i10 Magna 1.2Details New Car On-Road Price

74 Sun-Roof Moon-Roof Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity Engine Type Displacement Power Torque Valve Mechanism Cylinder Configuration Valves per Cylender Fuel Type Fuel System Front Suspension Diesel Common Rail Independent; Lower Wishbone; McPherson Strut with Coil Spring Semi-independent, Twist Beam with Coil Springs and Hydraulic Shock Absorbers Power Assisted Rack & Pinion Hydraulic, Tilt adjustable 5.1 Drum 5.5 J x 15 185/60 R15 Tubeless Radials 4413 mm 1703 mm Drums Steel 13 inch 155/80 R13 (tubeless) 3565 mm 1595 mm McPherson Strut with Stabilizer Bar 1248 90PS @4000rpm 200Nm @1750rpm --18 km/liter 14 km/liter N/A 44 Liters 16 km/liter 12 km/liter 12.8 km/liter 35 Liters 1.2 Kappa, 4-cylinder Petrol 1197 80 PS @ 5200 rpm 111 Nm @ 4000 rpm DOHC Inline 4 Petrol

Rear Suspension

Coupled Torsion Beam Axle (CTBA) with coil spring

Steering Type Minimum Turning Radius Rear Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width

Rack & Pinion

75 Wheel Base Rear Track Boot Space Kerb Weight PRICE Tata Indigo Manza Aqua Quadrajet Price (Ex-Showroom) EMI 460 1200 860 2520 mm 2380 mm 1385

Hyundai i10 Magna 1.2

Rs. 5,79,136 Rs. 14,950 (for 36 month loan)

Rs. 4,15,020 Rs. 10,713 (for 36 month loan)

PICTURES Tata Indigo Manza Aqua Quadrajet Exterior

Hyundai i10 Magna 1.2

Interior

76

SAFTEY Tata Indigo Manza Aqua Quadrajet Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer

Hyundai i10 Magna 1.2

----

Tata Indigo manza Aura vs Hyundai i20 1.4 Hyundai i20 1.4 CRDi EraDetails

Tata Indigo Manza

77 Aura QuadrajetDetails New Car On-Road Price Power Door Locks Traction Control Cup Holders Folding Rear-Seat Rear Wash Wiper Alloy Wheels Tubeless Tyres Central Locking Remote Boot Steering Adjustment Front Fog Lights Rear Defroster Defogger (Rear) Leather Seats Power Seats AM/FM Radio Cassette Player CD Player Sun-Roof Moon-Roof Mileage (Highway) Mileage (City) Fuel Tank Capacity No of Doors Engine Type Displacement Power Torque Valve Mechanism Valves per Cylender 1248 90PS @4000rpm 200Nm @1750rpm 18 km/liter 14 km/liter 44 Liters 4 Doors N/A N/A 45 Liters 5 Doors 1.4L 88.7bhp CRDi 16V 1,396 cc 90@4000(PS@rpm) 22.4 @ 1750 - 2750(kgm@rpm) DOHC 4 New Car On-Road Price

78 Fuel Type Fuel System Gears/Speeds Front Suspension Diesel Common Rail 5 Independent; Lower Wishbone; McPherson Strut with Coil Spring Semi-independent, Twist Beam with Coil Springs and Hydraulic Shock Absorbers Diesel CRDI 6 Mc-Pherson strut with coil spring Coupled torsion beam axle with coil spring

Rear Suspension

Steering Type Power Assisted Minimum Turning Radius Front Brakes Rear Brakes Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight

Power Assisted Rack & Pinion Power Hydraulic, Tilt adjustable

5.1 Ventilated Disc Drum 5.5 J x 15 185/60 R15 Tubeless Radials 4413 mm 1703 mm 1550 mm 2520 mm 165 mm 1503 mm 460 1200 Disc Drum 14 185/65 R 14 3940 mm 1710 mm 1505 mm 2525 mm

PRICE Tata Indigo Manza Aura Quadrajet Price (Ex-Showroom) EMI

Hyundai i20 1.4 CRDi Era

Rs. 6,08,609 Rs. 15,710 (for 36 month loan)

Rs. 5,75,100 Rs. 14,845 (for 36 month loan)

79 SAFTEY Tata Indigo Manza Aura Quadrajet Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer Hyundai i20 1.4 CRDi Era

MID SIZE CARS

Tata indigo Marina GLS vs Hyundai verna transform Hyundai Verna Transform SX VTVT (Petrol) Hyundai Verna Transform SX VTVT (Petrol)Details New Car On-Road Price

Tata Indigo Marina GLS

Tata Indigo Marina GLSDetails New Car On-Road Price Power Windows Power Door Locks Cup Holders Alloy Wheels Tubeless Tyres Central Locking Steering Adjustment Tachometer Front Fog Lights Rear Defroster

80 Defogger (Rear) AM/FM Radio CD Player Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity No of Doors Maximum Speed Engine Type Displacement Power Torque Valve Mechanism Stroke Cylinder Configuration Valves per Cylender Fuel System Front Suspension 12.8 km/liter 10.3 km/liter 10.1 km/liter 42 Liters 5 Doors 152 Km/Hour MPFI Petrol Engine with 32-Bit Microprocessor 1396 85@5,500 (PS@rpm) 12@3,500 (kgm@rpm) SOHC 79.5 In-line 2 Electronic MPFI Independent, lower wishbone, McPherson strut with anti-roll bar Independent 3-link McPherson strut with anti-roll bar Rack and pinion type with collapsible steering column 5 Drum Steel 175/65 R14, Radial 4158 mm 1625 mm 1575 mm 15.1 km/liter 9.7 km/liter 10.78 km/liter 45 Liters 4 Doors 186 Km/Hour CRDi with Variable Geometry Turbocharger 1599 103PS @5500rpm 147Nm @3000rpm DOHC 87 in-line 4 CRDI MacPherson Strut with coil springs and anti-roll bar Coupled torsion beam axle Power assisted Rack & Pinion 5.05 m Disc & Drum Alloy Wheels 185/65 R14 4310 mm 1695 mm 1490 mm

Rear Suspension Steering Type Minimum Turning Radius Rear Brakes Wheel Type Tyres Overall Length Overall Width Overall Height

81 Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight PRICE Tata Indigo Marina GLS Hyundai Verna Transform SX VTVT (Petrol) 2450 mm 165 mm 1,360 mm 670 1105 2500 mm 170 mm 1460 352 1173

Price (Ex-Showroom) EMI SAFTEY

Rs. 4,85,800 Rs. 12,540 (for 36 month loan)

Rs. 7,51,869 Rs. 19,409 (for 36 month loan)

Tata Indigo Marina GLS

Hyundai Verna Transform SX VTVT (Petrol)

Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indigo Marina GLS Hyundai Verna Transform SX VTVT (Petrol)

Exterior

82

Interior

83

Tata indigo XL vs Hyundai verna CRDi VGT

Tata Indigo XL Classic Dicor

Hyundai Verna Transform SX CRDi VGT AT (Diesel) Hyundai Verna Transform SX CRDi VGT AT (Diesel)Details New Car On-Road Price

Tata Indigo XL Classic DicorDetails New Car On-Road Price Folding Rear-Seat Alloy Wheels Steering Adjustment Leather Seats Power Seats Cassette Player Mileage (Highway) Mileage (City) Mileage (Overall) Fuel Tank Capacity Maximum Speed Engine Type Displacement Power Torque Stroke Cylinder Configuration Fuel System Transmission Type Gears/Speeds Front Suspension 13.6 km/liter 11 km/liter 12.2 km/liter 42 Liters 156 Km/Hour 1.4L Turbo-charged DiCOR 1396 70PS @4000rpm 140Nm @1800rpm 79 Inline Common Rail Direct Injection Manual 5 Independent McPherson strut

18.1 km/liter 12 km/liter 13.8 km/liter 45 Liters 186 Km/Hour CRDi with Variable Geometry Turbocharger 1493 110PS @4000rpm 236Nm @1900rpm 87 in-line CRDI Automatic 4 MacPherson Strut with coil

84 with Coil spring & Anti-roll bar Rear Suspension Steering Type Minimum Turning Radius Front Brakes Rear Brakes Wheel Type Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight PRICE Tata Indigo XL Classic Dicor Hyundai Verna Transform SX CRDi VGT AT (Diesel) Independent 3-link McPherson strut with anti-roll bar Rack and pinion type with collapsible steering column 5.5 Disc Drum Steel 175/65 R14 (tubeless) 4377 mm 1620 mm 1540 mm 2650 mm 165 mm 1,360 mm 450 1165 springs and anti-roll bar Coupled torsion beam axle Power assisted Rack & Pinion 5.05 m Ventilated Disc Disc & Drum Alloy Wheels 185/65 R14 4310 mm 1695 mm 1490 mm 2500 mm 170 mm 1460 352 1173

Price (Ex-Showroom) EMI SAFTEY

Rs. 6,15,083 Rs. 15,878 (for 36 month loan)

Rs. 9,23,013 Rs. 23,826 (for 36 month loan)

Tata Indigo XL Classic Dicor

Hyundai Verna Transform SX CRDi VGT AT (Diesel)

Anti-Lock Braking System

85 Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES Tata Indigo XL Classic Dicor Hyundai Verna Transform SX CRDi VGT AT (Diesel)

Exterior

Interior

86

Tata Indigo XL classic vs Hyundai accent GLE CNG Tata Indigo XL Classic Petrol Hyundai Accent GLE CNG

Tata Indigo XL Classic PetrolDetails New Car On-Road Price Power Door Locks Cup Holders

Hyundai Accent GLE CNGDetails New Car On-Road Price

87 Folding Rear-Seat Tubeless Tyres Front Fog Lights Rear Defroster Leather Seats Power Seats AM/FM Radio CD Player Mileage (Highway) Mileage (Overall) Fuel Tank Capacity Maximum Speed Engine Type Displacement Power Torque Valve Mechanism Bore Stroke Cylinder Configuration Valves per Cylender Fuel Type Fuel System Front Suspension 15.9 km/liter 12.2 km/liter 42 Liters 164 Km/Hour 16 km/liter 12 km/liter 45 Liters N/A

1.4L MPFi DOHC with 32-bit In-Line Engine Microprocessor 1396 101PS @6100rpm 124Nm @3500rpm DOHC 75 79 Inline 4 Petrol MPFI Independent McPherson strut with Coil spring & Anti-roll bar McPherson Strut with coil spring & Stabilizer Bar 75.5 83.5 SOHC 3 CNG 1495 95@ 5,550 (PS@rpm) 12.5 @ 3,500 (kgm@rpm)

Rear Suspension Steering Type Minimum Turning Radius Front Brakes

Independent 3-link McPherson Dual Link with Coil Spring & strut Anti-roll Bar with anti-roll bar Rack and pinion type with collapsible steering column 5.5 Disc Power assisted rack & pinion 5.0 Ventilated Disc

88 Steel wheel rims with wheelcap 14 Inch 175/65 R14 (tubeless) 4377 mm 1620 mm 1540 mm 2650 mm 165 mm 1,360 mm 13 Inch 175/70 R 13 4250 mm 1670 mm 1370 mm 2440 mm 172 mm 1425 970 1245 803 450 1130 0

Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Front Headroom Front Legroom Rear Legroom Boot Space Kerb Weight PRICE Tata Indigo XL Classic Petrol Price (Ex-Showroom) EMI

Hyundai Accent GLE CNG

Rs. 5,37,702 Rs. 13,880 (for 36 month loan)

Rs. 5,36,699 Rs. 13,854 (for 36 month loan)

SAFTEY Tata Indigo XL Classic Petrol Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer PICTURES

Hyundai Accent GLE CNG

89 Tata Indigo XL Classic Petrol Exterior Hyundai Accent GLE CNG

Interior

90

LEXURY CARS
Tata safari Dicor 2.2 LX vs Hyundai sonata transform 2.4

91

Hyundai Sonata Transform 2.4 VTVT(M/T)

Tata Safari DICOR 2.2 LX 4x2

Hyundai Sonata Transform 2.4 VTVT(M/T)Details New Car On-Road Price Power Door Locks Cup Holders Rear Wash Wiper Alloy Wheels Tubeless Tyres Front Fog Lights Rear Defroster Defogger (Rear) Leather Seats Power Seats AM/FM Radio CD Player Mileage (Highway) Mileage (City) Mileage (Overall) Seating Capacity Fuel Tank Capacity No of Doors Maximum Speed Engine Type Displacement Power Torque Valve Mechanism Bore 12 km/liter 8 km/liter 8.8 km/liter 5 Person 70 Liters 4 Doors N/A 2.4 VTVT 2359 175PS @6000rpm 234Nm @4000rpm

Tata Safari DICOR 2.2 LX 4x2Details New Car On-Road Price

15.5 km/liter 10.45 km/liter 13.1 km/liter 7 Person 65 Liters 5 Doors 483 DL Turbo-Charged Inter Cooled Km/Hour In-Line Engine 2179 90PS @4300rpm 190Nm @3000rpm DOHC 83

92 Stroke No of Cylinders Cylinder Configuration Valves per Cylender Fuel Type Fuel System Petrol MPFI Independent Double Wishbone with coil spring and gas shock absorber and antiroll bar Fully independent Multilink with coil springs, Gas shock absorber and anti-roll bar Rack & Pinion 4-Cylinder 90 4 8 Valves 2 Diesel CRDI Independent Double Wishbone with Torsion bar

Front Suspension

Rear Suspension

5 link Suspension with coil springs

Steering Type Power Assisted Minimum Turning Radius Front Brakes Rear Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight PRICE

Rack & Pinion with Power Assist Power steering 6

Ventilated Disc Solid Disc Alloy 6.5 J X 16 215/60 R16 (Tubeless) 4800 mm 1832 mm 1485 mm 2730 mm 170 mm 1550 0

Ventilated Disc brake with Twin Pot caliper Drum brake, Auto Adjusting Type 16 inch 235/70 R 16 4650 mm 1918 mm 1925 mm 2650 mm 205 mm 1,470 mm 981 1920

93 Hyundai Sonata Transform Tata Safari DICOR 2.2 LX 2.4 4x2 VTVT(M/T) Price (Ex-Showroom) EMI

Rs. 14,62,604 Rs. 37,755 (for 36 month loan)

Rs. 8,02,182 Rs. 20,707 (for 36 month loan)

SAFTEY Hyundai Sonata Transform 2.4 Tata Safari DICOR 2.2 LX 4x2 VTVT(M/T) Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer ___________________________________________________________________________

94

UTILITY VEHICALS
Tata safari DICOR 2.2 LX vs Xenon XT Tata Safari DICOR 2.2 LX 4x2

Tata Xenon XT EX 4x4

Tata Safari DICOR 2.2 LX 4x2Details New Car On-Road Price Power Door Locks Cup Holders Rear Wash Wiper Alloy Wheels Tubeless Tyres Front Fog Lights AM/FM Radio Mileage (Highway) Mileage (City) Mileage (Overall) Seating Capacity No of Doors Maximum Speed Engine Type Power Torque Bore Stroke Cylinder Configuration Valves per Cylender 15.5 km/liter 10.45 km/liter 13.1 km/liter 7 Person 5 Doors 483 DL Turbo-Charged Inter Cooled Km/Hour In-Line Engine 90PS @4300rpm 190Nm @3000rpm 83 90 8 Valves 2 4

Tata Xenon XT EX 4x4Details New Car On-Road Price

12 km/liter 8.5 km/liter 9.2 km/liter 5 Person 4 Doors N/A 2.2 L 16 Valve DOHC VTT DiCOR 140PS @4000rpm 320Nm @1750rpm

95 Direct injection Common Rail

Fuel System Front Suspension Rear Suspension Steering Type Power Assisted Brake Type

CRDI

Independent Double Wishbone with Independent Double Torsion bar wishbone 5 link Suspension with coil springs Rack & Pinion with Power Assist Power steering Vacuum Assisted Independent Hydraulic Ventilated Disc brake with Twin Pot caliper 16 inch 235/70 R 16 4650 mm 1918 mm 1925 mm 2650 mm 205 mm 1,470 mm 981 1920 1990 Ventilated disc brake, Twin Pot Caliper Alloy Wheels 16 Inch 215/75 R16 5126 mm 1860 mm 1833 mm 3150 mm 200 mm Parabolic Leaf Springs Power steering

Front Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Boot Space Kerb Weight

PRICE Tata Safari DICOR 2.2 LX 4x2 Price (Ex-Showroom) EMI

Tata Xenon XT EX 4x4

Rs. 8,02,182 Rs. 20,707 (for 36 month loan)

Rs. 8,71,721 Rs. 22,502 (for 36 month loan)

SAFTEY Tata Safari DICOR 2.2 LX 4x2 Anti-Lock Braking

Tata Xenon XT EX 4x4

96 System Driver Air-Bags Passenger Air-Bags Immobilizer

Tata Safari DICOR 2.2 LX 4x2 Exterior

Tata Xenon XT EX 4x4

Interior

97

Tata Xenon XT EX 4x2

Tata Safari DICOR 2.2 GX 4x4 Tata Xenon XT EX 4x2Details New Car On-Road Price Tata Safari DICOR 2.2 GX 4x4Details New Car On-Road Price

Rear Wash Wiper Rear Defroster Defogger (Rear) Leather Seats CD Player Mileage (Highway) Mileage (City) Mileage (Overall) 12 km/liter 8.5 km/liter 9.2 km/liter 15.5 km/liter 10.45 km/liter 13.1 km/liter

98 Seating Capacity No of Doors Maximum Speed 0-100kmph Engine Type Torque Cylinder Configuration Fuel System Front Suspension Rear Suspension Steering Type Brake Type Front Brakes Wheel Type Wheel Size Tyres Overall Length Overall Width Overall Height Wheel Base Ground Clearance Rear Track Kerb Weight PRICE Tata Xenon XT EX 4x2 Tata Safari DICOR 2.2 GX 4x4 1900 Direct injection Common Rail Independent Double wishbone Parabolic Leaf Springs Power steering Vacuum Assisted Independent Hydraulic Ventilated Disc brake with Twin Ventilated disc brake, Twin Pot Pot Caliper caliper Alloy Wheels 16 Inch 215/75 R16 5125 mm 1860 mm 1833 mm 3150 mm 200 mm Alloy 6.5Jx16 235/70 R16, 105 S 4650 mm 1918 mm 1925 mm 2650 mm 205 mm 1470 mm 2040 5 Person 4 Doors N/A N/A 2.2 L 16 Valve DOHC VTT DiCOR 320Nm @1750rpm 7 Person 5 Doors 152Km/Hour Km/Hour 16.2seconds 2.2 L 16-Valve DOHC VTT DiCOR 320Nm @1700rpm Inline CRDI Independent Double Wishbone with Torsion bar 5 link Suspension with coil springs Rack & Pinion with Power Assist

Price (Ex-Showroom)

Rs. 7,74,269

Rs. 11,13,875

99 Rs. 28,753 (for 36 month loan)

EMI SAFTEY

Rs. 19,987 (for 36 month loan)

Tata Xenon XT EX 4x2

Tata Safari DICOR 2.2 GX 4x4

Anti-Lock Braking System Driver Air-Bags Passenger Air-Bags Immobilizer Ref:-http://www.gaadi.com

satisfaction level of consumer : Questioner. Consumer replay for TATA Motors Consumer replay for Hyundai Motors

QUESTIONNARIES: Name of the customer Place

:
:

100 Ph E-Mail Vehicle Model Vehicle Number Address 1. : : : : : ? c) Mahindra

The Vehicle that you previously used a) Hyundai b) Toyota

d) Not used any vehicle

e) Some other vehicle

2.

What made you to buy this vehicle a) Model d) Brand name b) Price e) Other benefits

? c) Quality

3.

Are you satisfied about the explanation about the benefits / features/ warranty of the b) Very satisfied c) Satisfied

vehicle and the financial schemes and the delivery procedure at the time of purchase.? a) Delighted

d) Some what dissatisfied

e) Very dissatisfied

4.

How is the reception at the time of enquiry by the sales personal? a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied

e) Very dissatisfied

101 5. Is it ease of obtaining appointment i.e., are you satisfied with the reception of the service advisor. ? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

6.

Are you satisfied with the time taken to open the job card (work order) ? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

8.

Are you satisfied with the facilities of the service station like customer waiting room etc.? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

9.

Are the services being attended correctly to the relevant complaint ? a) Delighted b) No

10.

Are you satisfied with the quality of washing? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

11.

Are you satisfied with the delivery made i.e., Is the delivery made in times as per the conditions desired by you from service station.? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

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12.

Are you satisfied with the explanation if job done and bill at the time of delivery?

a) Delighted d) Some what dissatisfied

b) Very satisfied e) Very dissatisfied

c) satisfied

13. Do you feel labour and spare parts charge reasonable a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied

? c) Satisfied

14. a) Yes

Are you receiving our service reminders regularly b) No

15.

Are you satisfied with the overall performance of the workshop? a) Delighted d) Some what dissatisfied b) Very satisfied e) Very dissatisfied c) Satisfied

Consumer replay for TATA Motors

1. What made you to buy this vehicle?

TABLE 1

S. No. 1. 2. 3. 4. 5. Model Price Quality

Features

No. of Respondents 23 13 21 29 14

% 23 13 21 29 14

Brand Name Other Benefits

103

100

100

Inference :
29% of the customers opted Tata vehicle basing on the brand name, 23% basing on the model, 21% basing on the quality, 14% basing on other benefits and 13% basing on the price. The brand name of the TATA and quality of product should be taken care of while providing service. CHART 1

2.

Are you satisfied about the explanation about the benefit / features / warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase?

TABLE 2

S. No. 1. 2. 3. 4. 5. 6.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response

No. of Respondents 4 27 45 12 12 100

% 4 27 45 12 0 12 100

Inference :
76% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, out of which 27% are very satisfied, also 12% are somewhat dissatisfied, so the company had to made more effort to satisfy the dissatisfied customers. CHART 2

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3. How is the reception at the time of enquiry by the sales personnel?

TABLE 3

S. No. 1. 2. 3. 4. 5. 6.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response

No. of Respondents 12 30 42 4 12 100

% 12 30 42 4 0 12 100

Inference :
42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry, 30% are very satisfied, 12% are delighted so the sale personnel are performing their task quite efficiently. Also there are 4% customers that are somewhat dissatisfied and 12% had not responded to the above question. CHART 3

4.

Are you satisfied with the time taken to open the job card (work order). ? TABLE 4 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 23 44 25 8 100 % 23 44 25 8 0 100

Inference :

105
44% of the customers are very satisfied by the time taken to open the job card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied.

CHART 4

5.

Are you satisfied with the reception of the service advisor? TABLE 5 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 11 50 30 9 100 % 11 50 30 9 0 100

Inference :
As we see that 61% of the customers are more than just satisfied by the reception of the service advisors, thus the service advisors are performing their duties with perfection, there are only 9% customers that are somewhat dissatisfied from service advisors. CHART 5

6.

Are you satisfied with the facilities of the service station like customer waiting room etc., TABLE 6 S. No. 1. 2. 3. 4. Features Delighted Very satisfied Satisfied Somewhat dissatisfied No. of Respondents 13 30 51 4 % 13 30 51 4

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5.

Very dissatisfied

2 100

2 100

Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, the valuable suggestions can be taken from the unsatisfied customers to improve the facilities. CHART 6

7.

Are the services being attended correctly to the relevant complaint? TABLE 10 S. No. 1. 2. Yes No Features No. of Respondents 85 15 100 % 85 15 100

Inference :
85% of the customers say that the service is being attended correctly to relevant complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.
CHART - 10

8.

Are you satisfied with the solutions to all the problems reported by you?
TABLE 8 S. No. 1. 2. 3. 4. Features Delighted Very satisfied Satisfied Somewhat dissatisfied No. of Respondents 6 40 34 16 % 6 40 34 16

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5. Very dissatisfied 4 100 4 100

Inference : 40% of the customers are very satisfied with the solutions to all the problems
reported by them, 34% are satisfied, 16% are somewhat dissatisfied, 6% are delighted and 4% are very dissatisfied. Thus 20% of the customers are not totally satisfied with the solution for their problem thus the service advisor has to provide most satisfactory solution.
CHART 8

9.

Are you satisfied with the delivery made i.e., is the delivery made in time as per the conditions desired by you from service station. ?
TABLE 13 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 10 33 34 19 4 100 % 10 33 34 19 4 100

Inference :

34% of the customers are satisfied with the delivery made from the service

station, 33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 9% are very dissatisfied.
CHART 13

10.Are you satisfied with the explanation of job done and bill at the time of delivery. TABLE 14 S. No. 1. 2. 3. Features Delighted Very satisfied Satisfied No. of Respondents 10 41 37 % 10 41 37

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4. 5. Somewhat dissatisfied Very dissatisfied 12 100 12 0 100

Inference :
41% of the customers are very satisfied with the explanation of job done and bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.
CHART 14

11. Are your receiving our service reminders regularly ?

TABLE 17 S. No. 1. 2. Yes No Features No. of Respondents 56 44 100 % 56 44 100

Inference :
56% of the customers are receiving the service remainders regularly. Whereas 44% of the customers are not receiving the service remainders regularly.

CHART - 17

13. Have you been informed about the next service schedule ? TABLE 18

S. No.
1. 2. Yes No

Features

No. of Respondents
60 40

%
60 40

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100 100

Inference :
60% of the customers have been informed about the next service schedule. Where as 40% of the customers are not informed about the next service schedule.

CHART 18

Consumer replay for Hyundai motors: What made you to buy this vehicle? TABLE 1

S. No. 1. 2. 3. 4. 5. Model Price Quality

Features

No. of Respondents 33 13 14 29 11 100

% 33 13 14 29 11 100

Brand Name Other Benefits

Inference :
29% of the customers opted Hyundai vehicle basing on the brand name, 33% basing on the model, 14% basing on the quality, 14% basing on other benefits and 11% basing on the price. The brand name of the HYUNDAI and quality of product should be taken care of while providing service.

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CHART 1

Are you satisfied about the explanation about the benefit / features / warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase?
TABLE 2 S. No. 1. 2. 3. 4. 5. 6. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response No. of Respondents 5 25 48 12 10 100 % 5 25 48 12 0 10 100

Inference :
48% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, out of which 25% are very satisfied, also 12% are somewhat dissatisfied, so the company had to made more effort to satisfy the dissatisfied customers.
CHART 2

How is the reception at the time of enquiry by the sales personnel?

TABLE 3 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 12 30 42 4 % 12 30 42 4 0

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6. No response 12 100 12 100

Inference :
42% of the customers are satisfied by the reception of the sales personnel at the time of enquiry, 30% are very satisfied, 12% are delighted so the sale personnel are performing their task quite efficiently. Also there are 4% customers that are somewhat dissatisfied and 12% had not responded to the above question.
CHART 3

Are you satisfied with the time taken to open the job card (work order).
TABLE 4 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 15 44 25 16 100 % 15 44 25 16 0 100

Inference :
44% of the customers are very satisfied by the time taken to open the job card, 25% are satisfied, 15% are delighted and 16% are somewhat dissatisfied.
CHART 4

Are you satisfied with the reception of the service advisor?

TABLE 5

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S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 11 50 30 9 100 % 11 50 30 9 0 100

Inference :
As we see that 50% of the customers are more than just satisfied by the reception of the service advisors, thus the service advisors are performing their duties with perfection, there are only 9% customers that are somewhat dissatisfied from service advisors.
CHART 5

Are you satisfied with the facilities of the service station like customer

waiting room etc.?

TABLE 6

S. No. 1. 2. 3. 4. 5.

Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied

No. of Respondents 12 30 52 3 3 100

% 12 30 52 3 3 100

Inference :
52% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, the valuable suggestions can be taken from the unsatisfied customers to improve the facilities.
CHART 6

113 Are the services being attended correctly to the relevant complaint?

TABLE 10

S. No. 1. 2. Yes No

Features

No. of Respondents 85 15 100

% 85 15 100

Inference :
85% of the customers say that the service is being attended correctly to relevant complaint. Where as 15% feel that the service is not attended correctly to relevant complaint.

CHART - 10

Are you satisfied with the solutions to all the problems reported by you?

TABLE 8 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 3 38 34 15 10 100 % 3 38 34 15 10 100

114

Inference :
38% of the customers are very satisfied with the solutions to all the problems reported by them, 34% are satisfied, 15% are somewhat dissatisfied, 3% are delighted and 10% are very dissatisfied. Thus 20% of the customers are not totally satisfied with the solution for their problem thus the service advisor has to provide most satisfactory solution.
CHART 8

Are you satisfied with the delivery made i.e., is the delivery made in time as per the conditions desired by you from service station.

TABLE 13 S. No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 10 33 34 19 4 100 % 10 33 34 19 4 100

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Inference :
34% of the customers are satisfied with the delivery made from the service station, 33% are very satisfied, 19% are somewhat dissatisfied, 10% are delighted and 4% are very dissatisfied.
CHART 13

Are you satisfied with the explanation of job done and bill at the time of delivery.
TABLE 14 No. 1. 2. 3. 4. 5. Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No. of Respondents 10 41 37 12 100 % 10 41 37 12 0 100

Inference :
41% of the customers are very satisfied with the explanation of job done and bill at the time of delivery, 37% are satisfied, 12% are somewhat dissatisfied and 10% are delighted.

CHART 14

Are your receiving our service reminders regularly ?

TABLE 17

S. No.

Features

No. of Respondents

116
1. 2. Yes No 52 48 100 52 48 100

Inference :
52% of the customers are receiving the service remainders regularly. Whereas 48% of the customers are not receiving the service remainders regularly.

CHART - 17

Have you been informed about the next service schedule ?

TABLE 18

S. No. 1. 2. Yes No

Features

No. of Respondents 60 40 100

% 60 40 100

Inference :
60% of the customers have been informed about the next service schedule. Where as 40% of the customers are not informed about the next service schedule.

CHART 18

GROWTH OF AUTOMOBILE INDUSTRY IN INDIA:

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GROSS TUNROVER OF THE AUTOMOBILE INDUSTRY IN INDIA

Year 2004-05 2005-06 2006-07 2007-08 2008-09
(IN USD MILLION)

20,896 27,011 34,285 36,612 38,238

Conversion Rate Rs.40 = 1USD

Domestic Market Share for 2009-10 Passenger Vehicles Commercial Vehicles Three Wheelers Two Wheelers 15.86 4.32 3.58 76.23

Automobile Domestic Sales Trends

(Number of Vehicles) 2007-08 2008-09 2009-10

Category

2003-04

2004-05

2005-06

2006-07

118 Passenger Vehicles Commerci al Vehicles Three Wheelers Two Wheelers Grand Total 902,096 260,114 284,078 1,061,57 1,143,07 2 6 318,430 351,041 307,862 359,920 1,379,97 1,549,88 1,552,70 9 2 3 467,765 490,494 384,194 403,910 364,781 349,727 1,949,77 6 531,395 440,368

5,364,24 6,209,76 7,052,39 7,872,33 7,249,27 7,437,61 9,371,23 9 5 1 4 8 9 1 6,810,53 7,897,62 8,906,42 10,123,9 9,654,43 9,724,24 12,292,7 7 9 8 88 5 3 70

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The figures show that the automobile sector in India has been growing robustly. The market shares of the different types of vehicles will clearly depict the demand pattern in this sector. Domestic Market Share for 2008-09 Passenger Vehicles Commercial Vehicles Three Wheelers Two Wheelers 15.96% 3.95% 3.6% 76.49%

RECOMMENDATION

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1. Like other competitors TATA Motors should use different technology available at its hand as well as, use international technology to serve the customers with the betterment of the product. EG Greater mileage in terms of Passenger Vehicles. Because mileage is given the first consideration. 2. Building up Brand name is must, because in todays scenario customers are Brand conscious. Brand is created in terms of Advertisement, so one has to use the available medium to promote the product. Advertisement can done best by television, newspapers, magazines, word of mouth. 3. Tata Motors should provide a better vehicle to their customers by focusing on proper space, price, mileage etc. E.g. Tata Sumo and Tata Indica was a great success of Tata motors. 4. Maruti Suzuki leads the rank in terms of passengers cars, so Tata Motors should have a competitive edge over and should come up with something economical, something different, something new, in order to beat the best in the business. 5. Tata Motors should do the Market survey on the continue basis to improve their service and increase efficiency and should satisfy the existing customer with their brand. Customer retention is must in every aspect of business.

6. Tata Motors should provide their customers with a proper after sales service, increase warranty period, assured gifts and discount on festive occasions.

BIBLIOGRAPHY

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www.hindustan .com www.wikipedia.com www.google.com Newspapers www.gadi.com

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