RAJESH AGRAWAL

MECANICAL ENGINEERING

B. Tech 3rd year

Ghaziabad
 ACKNOWLEDGEMENT

I feel immense pleasure in presenting this project report to MARUTI SERVICE

MASTERS and for allowing me to participate in summer training project.

I take this opportunity to thank CAPTAIN A.CHAUDHARY (Director and

CEO, Maruti Service Masters) for allowing me to participate in this prestigious

summer training campaign.

Most importantly we would also like to express our sincere thank towards

V.M.CHAWLA (General Manager) ,PRAVEEN KUMAR (General Manager

workshop) , Mr. DEVENDER KUMAR (Manager) , Mr. SHAILENDRA SHARMA

(Training in-charge) , Mr. AJAY NARAYAN (Training faculty).

I also express my thanks to all the staff members of MSM, all our friends for their

support and suggestions shown during the completion of our project.

Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Limited) is a subsidiary
of Suzuki Motor Corporation, Japan. Maruti Suzuki has been the leader of the Indian car market
for over two and a half decades. The company has two manufacturing facilities located at
Gurgaon and Manesar, south of New Delhi, India. Both the facilities have a combined capability
to produce over a 1.5 million (1,500,000) vehicles annually. The company plans to expand its
manufacturing capacity to 1.75 million by 2013.

The Company offers 15 brands and over 150 variants ranging from people's car Maruti 800 to
the latest Life Utility Vehicle, Ertiga. The portfolio includes Maruti 800, Alto, Alto K10, A-star,
Estilo, WagonR, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Kizashi, Grand Vitara, Gypsy and
Ertiga. In an environment friendly initiative, in August 2010 Maruti Suzuki introduced factory
fitted CNG option on 5 models across vehicle segments. These include Eeco, Alto, Estilo,
Wagon R and Sx4. With this Maruti Suzuki became the first company in India to introduce
factory fitted CNG vehicles.

In terms of number of cars produced and sold, the Company is the largest subsidiary of Suzuki
Motor Corporation. Cumulatively, the Company has produced over 10 million vehicles since the
roll out of its first vehicle on 14th December, 1983.

Maruti Suzuki is the only Indian Company to have crossed the 10 million sales mark since its
inception. In 2011-12, the company sold over 1.13 million vehicles including 1, 27,379 units of
exports.

The Company employs over 9000 people (as on 31st March, 2012). Maruti Suzuki's sales and
service network is the largest among car manufacturers in India. The Company has been rated
first in customer satisfaction in the JD Power survey for 12 consecutive years. Besides serving
the Indian market, Maruti Suzuki also exports cars to several countries in Europe, Asia, Latin
America, Africa and Oceania

Suzuki Power train India Limited, a subsidiary of Suzuki Motor Corporation, Japan, supplies
diesel engines as well as transmissions for vehicles to Maruti Suzuki India Limited.
Recently Maruti Suzuki Board of Directors approved a proposal to merge Suzuki Power train
India Limited (SPIL) with Maruti Suzuki India Ltd.
It is expected that the necessary regulatory approvals and legal requirements for the merger may
be completed by end December 2012.
Once the merger is approved, the books of accounts of SPIL will be merged with MSIL with
effect from April 1, 2012.

With the merger, Maruti Suzuki India Limited will bring its entire diesel engine capacity under
one single management control.

We began our operations in 1983, with the first Maruti 800 rolling out from our Gurgaon plant.
Over the next two decades Maruti Suzuki car models led by Maruti 800 brought about a
revolution in the Indian car market.

As the automobile market grew so did our production capacities, production process and
infrastructure. Our scale and manufacturing today is completely different from when it began.
Today, Maruti Suzuki's plants are comparable with the best in the world in terms of quality,
productivity and operational efficiency.

The Company started its business in the year 1909 as

Suzuki Loom Works and then was incorporated as Suzuki
Motor Corporation in the year 1920.

With headquarters at Hamamatsu, Japan, Suzuki has

steadily grown and expanded its business across
geographies. During the post WW II period, the company's
'Power Free' motorized bike earned a good reputation.

Post the success of its first motorized bike 'Power Free', the
company launched a 125cc motorcycle 'Colleda', and later
launched its first lightweight car 'Suzulight' that marked the
start of Japan's automotive revolution. Each of these
products were epoch- making in their own right as they
were developed and manufactured by optimizing the most
advanced technologies of that period.

Suzuki today offers its customers a wide range of motorcycles, automobiles, outboard motors
and related products such as generators and motorized wheelchairs.
Suzuki's trademark is recognized throughout the world as a brand that offers high quality,
reliable and genuine products. Suzuki stands behind this global symbol with a determination to
maintain this confidence in the future as well, never stopping in creating such advanced 'value-
packed' products.

Suzuki positively tackles environmental issues with all its products and business activities.
Suzuki is continually carrying out research for the further development of four-wheel vehicles
particularly in the improvement of fuel economy and the reduction of gas emissions and noise .

Suzuki develops products for the new generation and changeable lifestyles, constantly creating
new technologies and applying them to products with affluent imagination. The team covers a
wide range of latest advances in energy, environment, electronics, communication, information
and control applications.

In recent years, the Company has expanded its presence in the overseas markets.

It is not uncommon to find a Suzuki badge car in countries as different as Algeria, Netherlands,
Chile, Sri Lanka, France and Italy.

The Company has exported over one million units cumulatively.

Some leading overseas markets for the Company include advanced western markets such as
Netherlands, Germany, France and UK besides non European markets like Australia South
Africa, Algeria, Chile, Indonesia, Sri Lanka and Nepal.

Today, Maruti Suzuki exports, models such as A-star, Alto, Estilo, Ritz, M-800 across to over
125 countries. In 2011-12 the Maruti Suzuki exported over 127,300 units.

Maruti Suzuki has been actively promoting motorsports in the country for over a decade now. To
popularize action sport, the Maruti Suzuki motorsport calendar is packed with exciting motoring
events. Be it for a motorsport enthusiast, an amateur or a professional, there are events that offer
the thrill and joy of motorsport to one and all. The events include Autocross, Treasure Hunt and
professional rallies including Maruti Suzuki Raid-de-Himalaya, Maruti Suzuki Desert Storm and
Maruti Suzuki Dakshin Dare. These events provide rallying thrills as well as promote safe
driving habits.

For families, there are events like Women's Fun Drive and Treasure Hunt throughout the year,
across cities. This year we will be organizing the fourth edition of Maruti Suzuki Auto car
Young Driver contest, a nationwide search for India's best young driving talent.

COMPANY MILESTONES
 1970: The Indian government launched a new car company called Maruti Technical
Services Limited which created competition for the existing Ambassador Car Company.
 1971: The government changed the name of the company to Maruti Limited. Indira
Gandhi’s son, Sanjay Gandhi became the managing director of the company.
 1977: The Company was liquidated as a result of corruption. There was a Maruti Scandal
in 1978 where the court issued a notice to Maruti. Sanjay Gandhi passed away.
 1981: The Company was re-established when the founders’ mother, Indira Gandhi took
charge. The Company was now called Maruti Udyog Limited. After partnership with
Japanese giant Suzuki Motor Corporation in a Joint Venture Agreement, the company
was called Maruti Suzuki Company.
 1983: Maruti produced its first car, the Maruti 800. It took the company thirteen months
to produce this car. This changed the landscape of the Indian car market as Maruti 800
was the most cost-effective and fuel-efficient car in India.
 1984: Maruti produced a large mini-van called the Omni that seated up to eight people.
This was an addition to its existing offering of the Maruti 800.
 Between 1985 and 1995: Maruti launched the Gypsy, the Maruti 1000, the Zen, the
Esteem, and the Maruti On Road Service, a 24-hour service which gives customers 24-
hour access to technicians and vans who are ready to help with any problem of the car
round the clock. In 1987, the company made its first export sale, selling 500 cars to
Hungary.
 1996: This was a prominent year for Maruti as five new models of its cars were launched
including the Gypsy (E), Omni (E), Gypsy King (E), the automatic Zen and the Esteem in
a 1.3 litre engine. Gypsy has the engine from the Esteem. The engine had a horsepower
of 65 bhp.
 2000: Maruti launched India’s first call center and the Altrura, a luxury car. It also
introduced the 16-Valve MPFI G13BB engine in the Gypsy and the power increased to
80 bhp.
 2002: The WagonR Pride, Esteem (diesel version), Alto Spin LXi were introduced.
Maruti Finance was started diversifying the company from its initial product offering of
only cars to finance. Maruti also inaugurated a children’s park in Delhi as part of its
Corporate Social Responsibility Initiative.
 2003: Maruti launched the Grand Vitara.
 2005: Maruti launched the Swift.
 2006: Maruti had produced up to six million cars.
 2007: Maruti launched the SX4, Swift Diesel and the company was renamed from Maruti
Udyog Limited to Maruti Suzuki India Limited.
  2008: Maruti launched the Swift DZire, the A-Star and inaugurated the K-series engine
plant in Gurgaon.
 2009: The Company shipped the first batch of A-Star cars from the Mundra port.

MARUTI TEAM
Shinzo Nakanishi has been the Chief Executive Officer and Managing Director of Maruti Suzuki
India Limited since 2007. He has created an Indian brand for cars for the middle-class. He joined
Suzuki Motor Company, the parent company of Maruti Suzuki India Limited in 1971.

Prior to becoming Chief Executive Officer of Maruti Suzuki India Limited, he served as the
Chairman of Maruti Suzuki India Limited from 2002 to 2007. He currently is also the Senior
Managing Executive Officer and Executive General Manager of Global Marketing at Suzuki
Motor Company.

Maruti Suzuki appointed Ajay Seth as the Chief Financial Officer. Prior to becoming the Chief
Financial Officer, Mr. Seth served as the Vice President of Finance for Maruti Suzuki India
Limited.

S. Ravi Ayer is the Company Secretary and Chief Legal Officer of Maruti Suzuki India Ltd.
Since 2004, Mr. Ayer worked as the Company Secretary and Chief Legal Officer of Maruti and
has been Director of Maruti Insurance Brokers Limited.

Mr. R. C Bhargava, Mr. Shinzo Nakanishi, Mr. Shuki Oishi, Mr. K Asai and Mr. Tsuneo Ohashi
comprise the board members of Maruti Suzuki India Limited, while Mr. Amal Ganguly is the
Chairperson of the Audit Committee and Mr. R.C Bhargava is the Chairperson of the Corporate
Governance Committee.

Prior to joining Maruti, Mr. R.C. Bhargava worked at Bharat Heavy Electricals Limited. In 1981
he joined Maruti as the Marketing Director and in 1985 he was appointed as the Chief Executive
Officer of Maruti. In 1990, he was named the Chairman and Managing Director and even when
Maruti went into a 50-50 joint venture with Suzuki he remained at the Chief Executive Officer
until 1997.

Before becoming a board member of Maruti Suzuki India Limited, Mr. Shinzo Nakanishi was
the Managing Director and CEO of Maruti in 2007, the Senior Managing Executive Officer and
Executive General Manager of Maruti in 2004 and the Managing Director and Executive General
Manager of Suzuki in 2003. He also worked as the Director of Suzuki in 1999 and in different
positions of Maruti in 1971-1998.

Mr. Tsuneo Ohashi was the Director and Managing Executive Officer of Maruti in 2008, the
Joint Managing Director in 2006 and worked at various levels of Suzuki from 1974-2005.

Lastly, Mr. Amal Ganguly was the Chairman and Senior Partner of Price Waterhouse Coopers
from 1996 – 2003, the Partner of PWC from 1969-1996 and the Senior Manager of PWC from
1962-1969

RECOGNITION & AWARDS

As one of the top Indian brands of cars, Maruti Suzuki has won many national and international
awards since it began production.
Some of the major accomplishments of Maruti are listed below:

1. Maruti Suzuki Alto received the TNS Voice of Customer Award in 2008. TNS Global is
a market research firm. In the same year Maruti received the CNBC-Autocar India Award
in the category Best Value for Money Car for the SX4. It also received the CNBC-
Autocar India Best Mid Size Car Award and the CNBC-Autocar India Car of the
Viewers’ Choice Award for the SX4. Maruti Suzuki India Limited received The Car
Manufacturer of the Year Award in 2008.
2. In 2009, Maruti won the JD Power Asia Pacific Customer Satisfaction Index (CSI)
Survey award, the JD Power Asia Pacific Sales Satisfaction Index (SSI) Survey award,
the Most Preferred Car Brand Award at CNBC AWAAZ Consumer Award, the Golden
Peacock Eco-Innovation Award, and the Gold-Award by India Manufacturing Excellence
Awards (IMEA).
3. In 2010, Maruti won the CNBC-TV18 Overdrive Manufacturer of the Year Award and
the Autocar Manufacturer of the Year Award.
4. Alto’s “Boondon Mein” campaign won the Silver medal of the prestigious “Effie Award”
in 2006 and 2007.
5. Alto won the “Car of the Year” and “Most Exciting New Car of the Year” by India’s
automobile magazine in 2000.

Some of the international awards that Maruti has won include the following:

1. Japan – It won the Car of the Year award by the Automotive Researchers' & Journalists'
Conference, the 2005-2006 Car of the Year, the Goof Design Award by Japan Industrial
Design Promotion Organization and the 2005-2006 Carview of the Year Award.
2. Iceland & Ireland – Maruti Suzuki won the Car of the Year 2006 given out by the BIBD
Association of Automotive Journalists, the Samperit Irish Car of the Year 2006 given out
by the Irish Motoring Writer’s Association.
3. New Zealand and Australia – Maruti won the Fairfax AMI Small Car of the Year Award
by Autocar, the National Business Review Small Car of the Year Award by The National
Business Review and the 2005 Carsguide Car of the Year.
4. Malaysia – Maruti Swift was the winner in the NST MasterCard Car of the Year 2005
“Small Car” category.
5. China – Maruti Swift won the 2005 CTV COTY “Economical Car” by CCTV.
 CAR MODELS
Current models
800 (Launched 1983)

Omni (Launched 1984)

Gypsy (launched 1985)

WagonR (Launched 1999)

Alto (Launched 1997)

Swift (Launched 2005)

Estilo (Launched 2007)

SX4 (Launched 2007)

Swift DZire (Launched 2008)

A-star (Launched 2008)

Ritz (Launched 2009)

Eeco (Launched 2010)

Alto K10 (Launched 2010)

Maruti Ertiga, (2012)

Maruti XA Alpha based compact SUV will be launched in the year 2014

Grand Vitara (Launched 2007)

Kizashi (Launched 2011)

Discontinued models

1000 (1990–2000)

Zen (1993–2006)
 Esteem (1994–2008)

Baleno (1999–2007)

Versa (2001–2010)

Grand Vitara XL7 (2003–2007)

CONTACT DETAILS

Head Office
Maruti Suzuki India Limited
Nelson Mandela Road,
Vasant Kunj,
New Delhi - 110070
Tel: +91-(0)11-46781000
Fax: +91-(0)11-46150275, 46150276
Email: contact@maruti.co.in
Website: http://www.marutisuzuki.com
Plants
Maruti Suzuki India Limited
Gurgaon Plant
Old Palam Gurgaon Road,
Gurgaon - 122015
Tel: +91-(0)124-2346721

Maruti Suzuki India Limited

Manesar Plant
Plot no.1, Phase 3A,
IMT Manesar,
Gurgaon - 122051
MSM is a joint venture of Maruti Udyog Limited; Sumitomo Corporation Japan; Sumitomo
Corporation India and Maruti Countrywide (a GE Capital group company)
The joint venture between companies from 3 leading business groups had been envisaged to
leverage the strengths, knowledge base and resources of each strategic partner to the maximum
advantage of the joint venture company

branches of msm

 MSM Okhla (Main Branch) Established on 13thAugust 1999

F39, Okhla Industrial. Area Phase II, (Near C Lal Chowk) New Delhi-20

 MSM GTK, Established 17th August 2006

9, SSI, GTK Road (Near KDR Factory) Delhi-33

 MSM Chennai, Established on 30th January 2004

9, South Phase, Thiru-vi-kaIndustrial Estate, (Behind Eveready Factory), Ekkadutangal,
Chennai-600032

Objectives of msm

 To set up model automobile workshops, having superior technology, systems and

processes, in order to satisfy customer needs to a greater level and also act as a

model to other players.

 To provide the complete range of services to the Maruti customer over the entire

product life cycle, thereby becoming a single window for all customer needs.

 To become a platform for introduction of various new initiatives of the

shareholders in the automotive retail sector.

 Business profile of msm

 Service & Repairs.

 Body & Paint Repairs (Accident Repairs).

 Sale of Maruti Genuine Parts & Maruti Genuine Accessories.

 Extended Warranty Program.

 Sale of Refurbished Used Cars (True Value).

 Used Cars Finance.

 Maruti Insurance.

 Annual Maintenance Contract.

 Customer Care.
 Redefining car care

 Complete maintenance solutions, which include free and paid services,

warranty jobs and running repairs.

 Maruti Suzuki trained manpower for professional and personalised care.

 Hi-tech systems and equipment in place for diagnostics and repairs

 Only Maruti genuine parts used.

 Japanese practices and standards adopted so your Maruti Suzuki gets the

best care.

 Free Service

 Paid Service

 Warranty Repairs

 Computerized Wheel Alignment & Balancing

 Suspension & Brake testing

 Engine Check by hand held Mini Computer

 Overhauling:-

 Steering

 Suspension

 Clutch

 Brake

 AC Compressor

 Engine

 Gear Box
 Super express service

1. The schedule starts from the time of job card opening.

2. The 2hours express service is offered on select scheduled services only (excluding 40K,

80K, and 120K… major services). Diagnostic problems, Overhauling and dismantling of

major assemblies are not included.

3. Prior appointment is required.

4. The customer should await the job completion at the workshop premises.

5. The decisions of the Works Manager / Management shall be binding.

So It is the new innovative plan done by MSM and the name of this new design is

EXPRESS WAY, According to the customer demand and time saving, it has been implemented by
which we can service any first and second servicing car in one hour fifteen minutes and its is

very new innovative plan to impress and manage the customer.

It is the special department only related to accidental case, according to the customer demand

and concentrated on the DELHI traffic, we have got many accidental case related to the body

damage and any type of problem developed due to major or minor accident in the traffic.

So it is specially created to handle with that accidental case from the

first process like job card opening to the end process delivery of the cars.

About the body shop experts……

 Best Infrastructure in place, like digital crash repair systems, MIG-MAG, Spot

welders and paint booths, to bring vehicles back to factory finish.

 Fast and seamless repairs, using 2K painting technology

 Virtually cashless repairs

 Customization options include interior painting, 2-tone painting and a choice of

over 70,000 colors.

And the services are……..

 Accidental Crash Repairs

 Insurance Claims

 Cashless Settlements

 Non Insurance Jobs

 24*7 Towing Assistance

 Salvage Deposit Support

 Exterior Rubbing and Polishing

 Customization

 2 Tone Painting

 Body Color Bumper, Rear View Mirror, Door Handles.

 Dry Denting
At the time of servicing, Many parts has been demanded as per the maintenance of the cars, so

customer always demand genuine parts which will used at the time of servicing.

So it will establish specially to full-fill the requirement of the customer and better

customer satisfaction. The whole parts and accessories which is authorized by MARUTI

SUZUKI INDIA LTD. So Customer can easily purchase and used in his cars because of

reasonable value and authorization of Maruti Industry.

 Maruti true value
Maruti True Value business expands the family of Maruti customers, providing
reassurance to existing Maruti customers in pre owned cars are transparent and
fair. Through that, the company endeavors to extend the relationship and emotional
connect that it enjoys with the customer.

True Value has transparent Maruti True Value processes and systems ensure that
the seller gets the right price and is paid promptly.

Under True Value, the seller has the option to be paid in cash /cheque, or get a
True Value car in exchange or a brand new Maruti Suzuki car in exchange. True
Value category cars bought by Maruti True Value dealers are taken to state-of-the-
art workshops. and fair evaluation process, which is currently missing in the
largely unorganized market for pre-owned cars.

True Value Category cars are refurbished in state of art workshops using Maruti
Genuine Parts and by skilled technicians. These cars are then sold through maruti
True Value outlets.

As a mark of confidence, and to provide reassurance to customers, every vehicle

bought under Maruti True Value is inspected and certified by Maruti Engineers
and the Car carries a one-year warranty and three free services. Convenient finance
options are also offered to buyers of Maruti True Value cars.

about resale of their cars and further emphasizes Maruti s Commitment towards
enhancing customer satisfaction by continuous association during the vehicle
ownership life cycle.

No one knows your Maruti car better than Maruti - based on this premise; Maruti
channelizes its expertise to ensure that transactions

True Value has………

 The best palace to Buy/Sale pre-owned cars

 Maruti certified quality pre-owned cars on sale.

 Free Evaluation of Maruti Suzuki cars.

 Attractive finance options available.

Advantage of Sellers:-

 The right price for your car.

 120-point scientific evaluation

 Hassle-free, Prompt payment

 No commissions to be paid

 Attractive Exchange options

 Advantage of Buyers:-

 Maruti Suzuki certified pre-owned cars

 Cars refurbished by MSM

 Up to one year/15,000 kms warranty

 3 free services

 Attractive finance options available

Maruti insurance
Since 1983 Maruti Suzuki has provided its customer with world class cars and unmatched

services. The drive to meet all automobile related needs under one roof has earned the trust and

respect of over7 millions satisfied customers.

Maruti Insurance is a unique value added car insurance service offered by Maruti Suzuki to all

its customers that lets you sit back and relax.

Maruti insurance having tie-up with the two major insurance companies…

1. ICICI Lombard 2. National Insurance Company

Advantages
 The vehicle owners do not have to pay the repair charges. They have to pay for the
compulsory excess and applicable depreciation only.
 Maruti Insurance offers its policy holders insurance services, at all Maruti authorized
dealer all over India. These insurance services may include buying new policy,
endorsements issuance, claims settlement, and effecting renewals.
 The auto insurance offers a hassle-free and fair claim settlement. The company pays for
payable and the customer does not have to bear the cost of repair or replacement of auto
parts. He or she does not have to go through the hassles of personal involvement or
follow up with surveyors or insurance companies.
 One the customer insures with Maruti Insurance, he or she can get the damaged vehicles
repaired at authorized Maruti dealer workshops where they can absolutely sure of Maruti
Genuine spare parts and trained technicians.
 When a policy holder is renewing with Maruti Insurance for the first time, the no claim
bonus (NCB) is transferred to Maruti Insurance policy at the time of renewal,
 automatically. The policy is issued instantly through the Internet, making it more
convenient for you.

 Maruti provides motor insurance for Maruti vehicles only, which excludes Third Party .
 Maruti Insurance is available to customers only through Maruti dealer network all over

India.

 Maruti Insurance provides insurance for Maruti vehicles up to 7 years old. One of the
biggest

Plus points of insuring under Maruti Insurance, the vehicle can remain under cover as long as

It lasts

ANNUAL MAINTENANCE CONTRACT

(amc)
Annual Maintenance Contract is a type of policy by which MSM can retain his customer to sell

this product. It Contains a one year contract or limited mileage maintenance plan by which

customer can take benefits for the whole year and will service his cars as per required for

maintenance and not to go for others and take advantages of this great scheme.
 Benefits

 No Prior Booking will be required

 Free Pick-up & Drop Facility

 Priority on Job card Opening

 Free Washing on every visit

 Free Dry-Clean once in a year

 Free top up of oils & coolant on workshop visit

 Waiving of compulsory insurance charge on accident repair.

 5% discount on Bridgestone Tyres & Tubes

 5% discount on Dry-Cleaning & Exterior Enrichment

 6 months MSM warranty on parts

 Rs.1000/- off on CNG fitment

AMC is not just a policy, we explain AMC as a privilege club membership in

that way a customer is a loyal member of MSM and he can demand for any of the services,
which will be define all the AMC plan, So it’s a good approach to retain the customer and also
beneficial on the customer side because after join this AMC Club, he is a part of AMC Club and
take benefits as much as possible.
 Customer care

Customer Care, which is the most important part of the MSM, by which The organization
interacts with the customer and gets whole the details like problems, feedback, satisfaction
category and so many things related to the services and our products.

These are the following activities done by our customer care departments………..

 Post Service Follow-up (PSF)

 Customer Complaint

 Service Marketing Report

 Service Booking

 Service Camps

 SMS

 Internal CSI (34 Points – 10 Scale)

 Instant Feedback Card

 Customer Lounge Feedback Card

 Delay Deliveries

 Estimate Variation Report

 Repeat Job

 Carry Over Ratio

 Tolerance Time Report

 Unique List

 Customer Not Visited

CUSTOMER SATISFACTION:-
Customer satisfaction we can measure by the various methods which are
followings………
1. COMPLAINT AND SUGGESTION SYSTEM:-
A customer-centered organization makes it easy for its customer to deliver suggestions and

complaints. Many restaurants and hotel provides forms for guests to report likes and dislikes.

Some customer centered companies P&G General Electric, Whirlpool-establish not lines with

too-free 800 telephone numbers. Companies are also adding web pages and email to facilitate

two-way communication. These information's flows provide companies' with many good ideas

and enable them to act quickly to resolve problem.

2. CUSTOMER SATISFACTION SURVEYS:-

Studies show that although customers are dissatisfied with one out

of every four purchases, less than 5% of dissatisfied customer will complain. Most customers

will buy less or switch suppliers. Complaint levels are thus not a good measure of customer

satisfaction. Responsive companies measure customer satisfaction directly by conducting

periodic surveys. They send questionnaires or make telephone calls to random sample of recent

customer. They also solicit buyers, views on their competitors' performances. Whole collecting
customer satisfaction data, it is also use fuel to ask additional questions to measure re-purchase

intention; this will normally be high, if the customer satisfaction is high. It is also useful to

measure the likelihood or willingness to recommend the company and brand to others. A high

positive word-of mouth score indicates that the company is producing high customer satisfaction.

3. LOST CUSTOMER ANALYSIS:-

Companies should contact customer who had stopped buying or

who have switched to another suppliers to learn why this happened. When IBM loses a customer,

it mounts a through effort to learn where it failed. Not only is it important to conduct exit

interviews when customers first stop buying, but is also necessary to monitor the customer loss

rate. If it is increasing this is clearly indicates that the company is falling to satisfy customers.

The pay to generating high customer loyalty is to deliver high customer value. According to

Michael Lanning, in his Delivering Profitable Value, a company must develop a competitively

superior value proposition and a superior value - delivery system. A company's values

proposition is much more than it’s positioning on a single attribute, it is a statement about the

resulting experience customer will have the offering and their relation. Shop with the suppliers.
The brand must represent a promise about the total resulting experience that customer can

expect. Whether the promise is kept depends upon the company's ability to manage its value-

delivery system. The value delivery system includes all communications and channel experience

the customer will have on the way to obtaining the offering. 9 A similar theme is emphasized by

Simon Know and Stan Macklan in their competing on value. Too many companies create a value

gap by falling to alight brand value with customer value. Brand marketers try to distinguish their

brand item other buy a slogan or with a unique selling proposition or by augmenting the basic

offering with added services. But they are less successful in delivering customer value, primarily,

because their marketing people focus on brand development whether customer will actually

receive the promised notice propositions will depend upon the marketer's ability to influence

various Cole processes. Know and Maklun wan company's Cole processes as designing the

brand profile. In addition to tracking customer value expectations and satisfaction, companies

need to monitor their competitor's performance in these areas. For example, a company was

pleased to find that 80 percent of its customers said they were satisfied.
Various sections at

msm

 Paid service bays

 Engine room
 Ac bay
 Super express bay
 Washing bay
 Running repair bay
 Rubbing polishing bay
 Dry cleaning bay
 Anti rust coating section
 Body shop
 Wheel balancing
 Wheel alignment
 Job card section
 Spare parts Store
 PUCC
 Customers lounge
 Help desk & job allocation
 Customer care system & SQS
 Vehicle Final inspection

wheel alignment
Wheel alignment sometimes referred to as tracking, is part of standard automotive
maintain that consists of adjusting the angles of the wheels so that they are set to
the car maker's specification. The purpose of these adjustments is to reduce tyre
wear, and to ensure that vehicle travel is straight and true (without "pulling" to one
side). Alignment angles can also be altered beyond the maker's specifications to
obtain a specific handling characteristic. Motorsport and off-road applications may
call for angles to be adjusted well beyond "normal" for a variety of reasons.
Primary angles

The primary angles are the basic angle alignment of the wheels relative to each
other and to the car body. These adjustments are the camber, caster and toe. On
some cars, not all of these can be adjusted on every wheel.

These three parameters can be further categorized into front and rear (with no
caster on the rear, typically not being steered wheels) so summarily the parameters
are:

 Front: Caster (left & right)

 Front: Camber (left & right)
 Front: Toe (left, right & total)
 Rear: Camber (left & right)
 Rear: Toe (left, right & total)
 Rear: Thrust angle

The secondary angles include numerous other adjustments, such as:

 SAI (Steering Axis Inclination) (left & right)

 Included angle (left & right)
 Toe out on turns (left & right)
 Maximum Turns (left & right)
 Toe curve change (left & right)
 Track width difference
 Wheelbase difference
 Front ride height (left & right)
 Rear ride height (left & right)
 Frame angle
Setback (front & rear) is often referred as a wheel alignment angle. However
setback simply exists because of the measuring system and does not have any
specification from car manufacturers.

Measurement
A camera unit (sometimes called a "head") is attached to a specially designed
clamp which holds on to a wheel. There are usually four camera units in a wheel
alignment system (a camera unit for each wheel). The camera units communicate
their physical positioning with respect to other camera units to a central computer
which calculates and displays how much the camber, toe and caster are misaligned.

Often with alignment equipment, these "heads" can be a large precision reflector.
In this case, the alignment "tower" contains the cameras as well as arrays of LEDs.
This system flashes one array of LEDs for each reflector whilst a camera centrally
located in the LED array "looks for" an image of the reflectors patterned face.
These cameras perform the same function as the other style of alignment
equipment, yet alleviate numerous issues prone to relocating a heavy precision
camera assembly on each vehicle serviced.

Camber wear pattern

Riding height is measured, usually in inches, from the rocker panel to the ground.
Good wheel alignment charts provide specs, but the main thing is that the
measurements should be within one inch from side to side and front to rear. Riding
height is not adjustable except on vehicles with torsion bar type springs. The best
way to fix this problem is to replace the springs (Note: springs should only be
replaced in matched pairs). Changes in riding height will affect camber and toe so
if springs are replaced or torsion bars are adjusted, then the wheel alignment must
be checked to avoid the possibility of tire wear. It is important to note that the only
symptom of weak coil springs is a sag in the riding height. If the riding height is
good, then the springs are good.

Wheel balancing
Wheel balancing is a separate issue from wheel alignment, with different
adjustments and measurements, as well as different symptoms for wheels that are
out of balance. Essentially, when a car’s wheels are correctly balanced they will
rotate with vibration. The simple explanation of wheel balancing includes
reference to spots on the wheel and/or tire that are heavier than the rest of the
wheel. The mechanic or service person usually places a lead weight on the side of
the wheel opposite to the heavier spot, to balance out the weight.

In contrast, wheel alignment has to do with angles, whether the wheel is perfectly
parallel, toes in or angles in or out at the top, for example. This may also cause
some wobbling or vibration but it is different from the effects of wheels that are
out of balance. Most of the time, a service person looking for problems with
alignment will look for unusual wear on the tire. The driver will have difficulty
keeping the car traveling in a straight line.

When car wheels are not properly balanced, there will be vibration when the car is
driven at a higher speed on the open road. This often occurs when the car reaches
approximately 50 miles per hour but can also be noticeable at 60 or 70 mph.
Passengers may also feel this vibration through the floor of the car or even through
the seat. Tires will wear improperly when out of balance as well, but this shows up
with cupping or concave wear.

According to most technical and service information, even an ounce of extra

weight on one side of the wheel can lead to significant vibration. In recent years,
service personnel use a specially designed machine that turns the tire at a high rate
(spins). This locates any heavy spots on the outer edge of the wheel. That is when a
lead weight can be attached on the side opposite the offending spot. Sometimes,
less-expensive tires will lose balance and cause symptoms similar to unbalanced
wheels. Buying better tires is one way to avoid this problem that is associated with
wheel balance problems.

Wheels can be balanced while they are on the vehicle or they can be balanced with
shop machinery, as mentioned earlier. Technical information on wheel balancing,
wheel alignment, tire care and other related subjects lists the types of balancing
procedures as “static” and “dynamic.” Static balancing takes place when the wheel
and tire are still. A bubble-balance procedure is used for this method.

Dynamic balancing is the method that spins the tire and wheel. New technology
allows service personnel to use a computer-readout style of balancer. This method
indicates places where the wheel is heavier and indicates where to place weight to
compensate. The common balancing weight is made of lead and is tightly pressed
or clipped onto the wheel. While these have been in common use for years with
steel wheels, some of the new alloy and designer-style rims don’t work well with
the rough lead weight. There are new types of weights that attach with an adhesive,
which may eliminate scarring and scratching.

Types of sensors in car

 Air-fuel ratio meter
 Blind spot monitor
 Crankshaft position sensor
 Curb feeler, used to warn driver of curbs
 Defect detector, used on railroads to detect axle and signal problems in
passing trains
 Engine coolant temperature sensor, or ECT sensor, used to measure the
engine temperature
 Hall effect sensor, used to time the speed of wheels and shafts
 MAP sensor, Manifold Absolute Pressure, used in regulating fuel metering.
 Mass flow sensor, or mass airflow (MAF) sensor, used to tell the ECU the
mass of air entering the engine
 Oxygen sensor, used to monitor the amount of oxygen in the exhaust
 Parking sensors, used to alert the driver of unseen obstacles during parking
maneuvers
 Radar gun, used to detect the speed of other objects
 Speedometer, used measure the instantaneous speed of a land vehicle
 Speed sensor, used to detect the speed of an object
 Throttle position sensor, used to monitor the position of the throttle in an
internal combustion engine
 Tire-pressure monitoring sensor, used to monitor the air pressure inside the
tires
 Torque sensor, or torque transducer or torque meter measures torque
(twisting force) on a rotating system.
 Transmission fluid temperature sensor, used to measure the temperature of
the transmission fluid
 Turbine speed sensor (TSS), or input speed sensor (ISS), used to measure
the rotational speed of the input shaft or torque converter
 Variable reluctance sensor, used to measure position and speed of moving
metal components
 Vehicle speed sensor (VSS), used to measure the speed of the vehicle
 Water sensor or water-in-fuel sensor, used to indicate the presence of water
in fuel
  Wheel speed sensor, used for reading the speed of a vehicle's wheel rotation

Feedback
MSM provides a wide range of facilities to the owners of maruti products with all
the available ease in handling the problems relating to it. It provides
uninterruptable service to the customers with their complete satisfaction. It
provides a close relating medium to the customers and their cars.
However the productivity of the firm depends on various factors and in context to
MSM it can be improved by following suitable steps:

 Increasing floor area

 Motivating technician
 Making suitable arrangements and well aerated work place
 Building interaction with every members
 Availing all security product
 Improving tools and technologies
 Improvising automation