DIVISIONS AND DEPARTMENTS

CORPORATE SERVICES DIVISION

ADMINISTRATION
HUMAN RESOURCE DIVISION
WORKSHOP AND BODY SHOP
ACCOUNTS
INFORMATION TECHNOLOGY DIVISION
MARKETING AND SALES SECRETARIATE
INSURANCE DIVISION
AUTO FINANCE DIVISION
EDP (Electronic data processing)
TRAINNING AND DEVLOPMENT CELL

NEW INITIATIVES IN ROHAN MOTORS LIMITED (one stop shop

to meet all your needs)
In an effort to become a complete car company, Maruti has entered the car
insurance business as well. It offers the customer all the advantages of settling
insurance claims directly with any of the company’s authorized dealers.

This business provides complete fleet solutions to corporate and institutions.

Branded Maruti N2N, this service includes the following: customized car policies,
economical car leasing, maintenance, servicing, registration, insurance, emergency
assistance, accident management and eventual re-sale of cars.

MARUTI FINANCE

Maruti Finance offers the best finance packages to consumers across the entire
Maruti range. The service is being extended across the country in a phased manner.

MARUTI GENUINE ACCESSORIES

A single point of contact,Hassle-free transactions,Emergency Assistance ,Virtually

Cashless Repairs Post accident repairs and insurance support at any dealer
workshop

MARUTI TRUE VALUE

Maruti has taken its first steps in the pre-owned car business under the brand name
of Maruti True Value. Using their technological expertise, network support and the
experience they have gained in the last 18 years, the company ensures the
customers gets great value and completes the transaction zero hassles.

EXTENDED WARRANTY

4 years or 80,000 kms.

Can be bought anytime during primary warranty, best at time of purchase.

ANYTIME MARUTI

Maruti Suzuki has also set up state-of-the-art call centers (operational in Delhi,
Gurgaon, Mumbai, Chennai, Bangalore and Hyderabad) Branded Anytime Maruti,
this 24 hour help-line clarifies all doubts and queries regarding Suzuki any time of
the day or night.

PRODUCT PROFILE OF ROHAN MOTORS LTD.

ALTO - LET’S GOS
The alto is a great combination of economy, practicality and styling. A runaway
success on the roads of Europe, it exemplifies the benchmark in build, quality and
reliability in a compact car. This is testified by the 24 hour endurance record set on
August 3, 2003 of covering 3082 kms in 24 hours at an average speed of 128
kmph.

BALENO – SURPRISING PERFORMANCE

India’s true performance sedan is upwardly mobility, redefined. The 13 advanced
noise reduction technologies ensure the cabin is quiet and peaceful. The flat
torques of 132 Nm allows one to enjoy 94 bhp of refine power. Enjoying a cult
following among those who appreciate technology as an art form, the Baleno is a
truly awesome performer.

GRAND VITARA XL – 7 - LIVE THE GRAND LIFE

Live the grand life with the new GRAND VITARA XL –7. This luxurious 7 seater, 4
wheel drive sports utility vehicle comes equipped with a powerful V6 engine, 166
bhp of power and 236 Nm of torque. Which enables you to conquer any terrain with
utmost ease? Enjoyed by both the adventurous and successful, the new restyled
Grand Vitara XL –7 is now available in India directly imported from Suzuki, Japan.

GYPSY – ADVENTURES UNLIMITED

Be it the wild outdoors or the urban jungle, the Gypsy King glide by with ease. The
adventurous streak runs through all the gypsy siblings. This 1300 cc off – road
vehicle combines the raw of 80 bhp (at 6000rpm) with superb 4 – wheel drive
maneuverability and a rugged frame (it’s available in both soft and hard top
versions). It’s useful fifth gear, of course, delivers over drive for on – road cruising.

OMNI – FITS ALL

The Omni is truly India’s Original Multipurpose Vehicle. Today it is available in six
avatars – 5 seater, 8 seater, cargo, ambulance, CNG and LPG. It meets diverse
needs across different user segments and can double up both as a people carrier
and a goods carrier. This faithful workhouse is easy on the pocket, yet tough on the
job.

VERSA - THE JOY OF TRAVELLING TOGETHER

Equipped with twin AC, large sliding doors and flexible seating, the Versa
encourages families and friends to enjoy long drives and gateways together. In
spite of being so spacious, its design allows for easy maneuverability in the city.

MARUTI 800 - CHANGE YOUR LIFE

It has gone beyond being just a car; it has actually changed the lifestyles of
countless people, by bringing the joy of motoring to millions across the length and
the breadth of the country. Standing testimony to this claim is the fact that more
than 2 millions Maruti 800s have been sold till date. Today, India best selling
continues to be the final word on value and economy at the entry-level segment.

WAGON R-INSPIRIED ENGINEERING

The Wagon R’S original tall body design, spaciousness, ergonomically designed
interior and flexible seating all set it apart from other cars. It complements the
buyers unique personality enables him to live a multi-dimensional life by the sheer
excellence of its engineering and its versatility.

ZEN –SURRENDER TO THE NEW ZEN

If you are looking for a car with drop – dad looks and unmatched performances,
then you need look beyond the Zen. With its new contemporary and aggressive
look, the Zen preserves its core values of driver appeal, unmatched reliability and
economy. 600000 satisfied customers in India and around the world bear testimony
to this fact.

ESTEEM – PERFORMANCE, QUALITY AND FUEL EFFICIENCY

Undoubtedly one of India’s favorite entry – level “C” class vehicles, the esteem is
the perfect combination of power, comfort and economy. It’s also the preferred
choice of rally drivers across the country for its performance and reliability. The
Esteem offers the option of an 85 bhp petrol engine for those who desire power and
a 57 bhp diesel for those who value economy. Not surprisingly, it tops its class in
quality surveys.

SWIFT- YOU ARE THE FUEL

The hot looks, sexy interiors, the automatic climate control, the air bags, the power
steering. …………………Moreover, all so affordable. The wait is over. Swift has
entered MUL’s portfolio. What are you waiting for?

A-STAR-STOP @ NOTHING
Powered by state of art 998 cc engine, it’s the best fuel efficient car in its category
with, mileage coming around 20km per liter.

SX-4 – MEN ARE BACK

Revolutionary European design, world class “drive by wire” .Most spacious in its
class, Steering mounted audio controls; with maximum ground clearance, high on
safety with dual airbags.

SWIT DZIRE- THE HEART CAR

A car having everything you desire stunning looks, luxurious interiors, enough
power to capture your heart. Just slide in desire and take it for a spin. Its sure steal
many of hearts including yours.
 Total Quality Management (TQM)
TQM is a set of management practices throughout the organization, geared to
ensure the organization consistently meets or exceeds customer requirements.
TQM places strong focus on process measurement and controls as means of
continuous improvement.
Total quality management (TQM) is a philosophical belief which centers on
achieving high performance throughout the organization through a high
commitment to excellence. Many businesses today are implementing TQM into
their organizations as they strive to achieve better products, services and aim to
provide an overall higher dedication to quality.
When an organization dedicates itself to achieving TQM, the process is ongoing.
While its true goals are set, once they are reached, new goals are already in place
because there is no proverbial "finish line"; TQM prides itself that there is always
room for improvement.
The basics of TQM are a framework of values which are deeply ingrained into an
organization's culture. It doesn't depend on any particular attribute, but rather a
multitude of them. Dedication and cohesiveness within the company is also vital to
achieving TQM. In order to succeed, leaders must understand the essentials of
TQM and effectively be able to integrate them into their organization's cultural
makeup. The core of TQM revolves around people-centric principles.
What are the key attributes which make up total quality management?
*Continuous improvement. To achieve TQM, an organization must commit to
ongoing improvement. This includes managers and employees in every capacity
across the organization. As part of the philosophical makeup, TQM followers
believe there is always room for progress. Additionally they'll continually ask
themselves questions such as "Which procedures can be done better or more
efficiently?" and if they pinpoint any areas, they'll explore improved methods to
get the task done. When everyone in the company accepts a degree of ownership,
innovative ideas are developed and ongoing improvements are able to be made
with valuable organizational input.
*Focus is on the customer. Customers are the heart of a successful business;
without them, there would be no growth or achievement. TQM philosophies
accept and understand this notion. The TQM centered company expects all
managers and employees will commit themselves to providing the best customer
service possible. If any weaknesses or dissatisfaction arise, TQM stipulates
everyone works hard to improve or come up with a solution.
*Integrity. Strong ethics are deeply entwined with TQM principles. Organizations
which embrace these concepts tend to make ethically sound decisions and the right
choices. As a result, solid business practices result and this adds significantvalue to
an organization.
*Teamwork. TQM roots and prides itself with utilizing teamwork. Teams which
come together and work well with one another typically bring inventive ideas and
strong performances to their jobs. Overall an emphasis on teamwork nurtures a
happy work environment and benefits both the internal members of the company
and the external community members.
*Training. Since one of the fundamentals of TQM is continuous improvement and
growth, TQM believes training to be an important component. Members of the
organization are encouraged to participate in training which focuses on
communication and interpersonal skills. Good leadership is important for this
aspect of TQM because it is the leaders who will be offering the right tools and
teaching employees how to use them.
*Leadership. What's interesting about the TQM environment is leadership does not
bully employees, but rather provides support and encourages growth. A key part in
this approach is to promote an encouraging environment where managers and
employees respect one another. It does not believe in engaging in punishment
when things don't go right. Instead, leaders who follow TQM philosophies work
with their employees to resolve the problem and focus on ways of improvement
for the future. They recognize low morale doesn't benefit the employees or the
organization, and as a result offer motivation and encouragement. In the TQM
workplace, it's highly unlikely you'll find any degrading behavior occurring.
Total quality management is a philosophy which is people centric. In order to
achieve TQM, an organization must be dedicated and focused on improvement and
commitment. There is really never any "finish line" because they believe there is
always room to improve and continuously strive to do better. TQM includes
everyone in the organization and requires a committed resolve to work towards the
best quality products and services. Total commitment to ongoing high quality is
what TQM is all about.
 Steps in implementing TQM

1 Obtain CEO Commitment

2 Educate Upper-Level Management
3 Create Steering Committee
4 Outline the Vision Statement, Mission
Statement, & Guiding Principles
5 Prepare a Flow Diagram of Company
Processes
6 Focus on the Owner/Customer (External)
& Surveys
7 Consider the Employee as an Internal
Owner/customer
8 Provide a Quality Training Program
9 Establish Quality Improvement Teams
10 Implement Process Improvements
11 Use the Tools of TQM
12 Know the Benefits of TQM
 1 Obtain CEO Commitment
a) There is a consistent growth of 8-10% every
year .
b) To retain 100% customer satisfaction, we
have created a working environment with a
dedicated team in sales, service and spares
and we also provided infrastructure under
one roof.
c) Timely incentive schemes for different
models, attractive facilities , satisfactory
service, and availability of genuine spares.
d) We take care of CSI and SSI.
e) We have annual plan of advertising which is
implemented from the first month of
financial year.

2. Educate Upper-Level
Management

3. Create Steering Committee

We worked as a steering committee. we visited all the
DIVISIONS AND DEPARTMENTS of company. We studied
following DIVISIONS AND DEPARTMENTS:

CORPORATE SERVICES DIVISION

ADMINISTRATION
HUMAN RESOURCE DIVISION
WORKSHOP AND BODY SHOP
ACCOUNTS
INFORMATION TECHNOLOGY DIVISION
MARKETING AND SALES SECRETARIATE
INSURANCE DIVISION
AUTO FINANCE DIVISION
EDP(Electronic data processing)
TRAINNING AND DEVLOPMENT CELL

4. Outline the Vision Statement,

Mission Statement, & Guiding
Principles
5. Prepare a Flow Diagram of
Company Processes

COMPLETE DEALERSHIP INVOLVEMENT:

CUSTOMER APPROCHES

Guard

GM, Sales

As we can see from the above pictorial, there are several touch points for a
customer at a dealership. All touch points have their roles and responsibilities
defined. Right from the moment when the guard opens the door of the showroom
and the customer walks in, to the time when the customer drives away with the car
after the delivery process, the customer interacts with several people in the
showroom. It is very important that everybody in the showroom performs to the
best of his/her ability in order to make the customer feel completely satisfied with
the showroom experience.

PROCESS FLOW
There are three broad processes at a showroom.

➢ Pre-sales
➢ Sales
➢ Post –sales

All these are inter-related to each other.

The pre-sales process is very important because if a customer has a satisfying

experience during this process, it greatly increases the chances of him purchasing
the car from your showroom. At this stage, the customer is indecisive as to which
car to buy and from where to buy.

Walk in Enquiry Telephonic

Enquiry

Product
Demonstration

The pre-sales activities include:

Test Drive

• Cold Calling and Identification of Prospects

 • Creation of Customer Card
• Acquire Knowledge about MUL ‘s range of cars, competitor cars
• Knowledge about other allied services like finance, insurance, pre owned
cars, extended warranty etc.
• Knowledge about accessories, range offered, prices etc. and about
preventive maintenance of the car.
THE SALES ACTIVITIES INCLUDE:

• Visit the prospects

• Understanding needs of the prospects
• Give a proposition to the customer.
• Create interest and preference for MUL
• Give a detailed demonstration and test drive
• Provide clarification to queries and handle objections
• Follow-up with the customer
• Secure order from customer
• Offer allied services like finance, insurance, accessories etc.
• Advice customer on all matters related to his car.

In case there are too many Sales cases, a special focus is required to
serve these customers since ultimately, the customers are also the showroom’s
customers and there are suggested ways to handle them.
Pre Delivery Process
The thumb rule says, “ Promise your customers a little less than what you are
capable of delivering and deliver a little more than what you promised to your
customers.” There are certain procedures such as the sales executive should
ensure that the details of his cars planned for delivery should be given to the PDI-in
charge on the previous day, he should act as a single point interface to complete all
formalities and should be present at the time of delivery and actively take part in
the delivery process.
The Delivery Day
This is the time when the dealership has to go an extra mile to ensure a memorable
experience for the customer. There are certain prescribed rules such as each
dealership should have a Vehicle Delivery schedule board such as the following:

S Customer’s Vehicle Delive Salespers Status

.No Name Details/ ry on
Chassis No. Time Name
The Delivery Process & Ceremony

A service advisor is called and all operations as per the Delivery Checklist (such as
basic operations, warranty policy & free coupons, feedback forms etc) are
explained. A photograph of the customer along with the vehicle is taken and
delivered to the customer’s residence. The CCM should do a brief ceremony and
hand over the gift/bouquet to the customer. GM/Sales Manager should meet each
customer and thank him/her. Customers are generally inquisitive about the engine,
AC and fuel economy of the vehicle, Warranty and service policy and tips to
maintain their car better. There are formats for the sheets to explain the above
queries.

The delivery timing is also important, as there are instances when customers want
to take delivery of their car only on a particular auspicious day/time. This causes
‘bunching’ of deliveries and the chances of not being able to provide adequate
customer care are high. This affects the SSI score.
The DSE should remember the following points:

• Ensure timely delivery of the vehicle.

• Advise on service and warranty
• Gives tips on preventive maintenance of the car.
• Ensure that the entire delivery process is hassle free
• Make the delivery a memorable experience for the customer.
• Maintain relationships with the customer

Post Sales Follow UP (PSF)

PSF should be done in order to get first hand feedback from the customer about the
experience they had during the sales & delivery process.
Before staring the PSF process, there is a PSF sheet for each customer.
The first PSF is obtained within 72 hours. All dissatisfied customers’ PSF sheets
should be flagged with red color flags, customers not contacted with yellow.

Format for Reporting the Post Sales Follow-Up (PSF)

Parameter Value

A Number of cars sold

B Number of customers contacted

C PSF percentage (B/A *100)

D Number of satisfied customers

E Number of Dissatisfied Customers

F Satisfaction % (D/B * 100)

G Number of dissatisfied customers attended & complaints

resolved
List down top five reasons for dissatisfaction:

1.

2.

3.

4.

5.
Counter measures taken to address the above reasons of
dissatisfaction:

A second PSF call is made 15 days after the delivery with a suggested script.

Feedback Form System

The feedback form system is a very important tool to obtain customer’s feedback
on the experience that they had during the purchase of their car. It has a defined
format.

There is a lucky draw to get high percentage response.

Customer Complaint Handling System.

Complaints are an opportunity to strengthen relationships with the customers and
even enhance their confidence. There are specified some rules to handle them.
 Customer Complaints received by dealer are through

✔ E-mail
✔ Internal Feedback Forms
✔ Direct
✔ Maruti Udyog Limited
✔ Telephone
✔ PSF
✔ Letter
✔ Consumer Forum / Legal Notices
Steps to be followed after receiving a customer complaint.

CCM should give a control number to all complaints received

& record the same in the customer complaints control
register.

CCM should get in touch with the customer on the phone &
express regret on the inconvenience faced by the customer

Take immediate action to ensure that the customer complaint

is resolved.

Write a letter of apology to the customer

The concerned DSE should visit the customer, hand over the
letter and take satisfaction note from the customer.

Send a copy of the letter & the satisfaction note to MUL and
also file a copy of the same in Customer complaints
Register/File(for complaints received from MARUTI.)
 Discuss all customer complaints in the weekly meeting of GM
(Sales) on SSI with the entire showroom staff. Necessary
counter measures should be taken to ensure that such
complaints are not repeated.
Review of Customer Care Activities.
The review of customer care activities is done through morning meetings and
weekly meetings on customer care. The documents that are necessary during the
weekly review are: PSR related, Internal SSI forms related, MUL related and other
information related.

Customers for Life

A week after the delivery, the concerned sales person must fix an appointment with
the customer and visit him along with the service advisor. He should personally
hand over the photographs clicked also the vehicle’s registration certificate and try
to become the customer’s car advisor for life and never lose touch with the
customer.

Show Room Ambience

The hours of operation, outside and insides of the showroom along with reception,
car display area, selling area, customer lounge and delivery area should be taken
care of.

Customer Meets
Organizing customer meets helps in improving SSI, helps in introducing the
workshop staff to the customers and in getting referrals and there are guidelines for
the same.

Marketing Activities:
Marketing is based on target. Maruti gives the targets, which are equally distributed
to the marketing teams. To achieve the targets, different marketing activities are
planned and followed. The targets are easily achieved and to encourage the
employees different incentive schemes are placed like spot incentive, slab
incentives etc.
The following activities are done to achieve the targets:

➢ Road Shows: 2-3 times a month. The marketing personals are involved in the
road shows as per the nomination (one from each team but not more than
four)
➢ Tele-calling
 ➢ Direct Sales
➢ Personal Reference
➢ Advertisement
➢ Leads from Maruti

Presently as per the targets, efforts are made in different areas of activity to
capture the data and to generate the leads. Further efforts are made to convert the
leads into prospective customer. This is how effort estimation is done.

Activities Targ L Actual Conversion

et ead Sale Ratio
s
Road Shows
Tele-calling
Direct Sales
Personal
Reference
Advertisement
Corporate
Sales

The marketing department is divided into 5 Teams. For all the different marketing
teams, one Team Leader is assigned. The team leaders take care of their team’s
activities and report to the marketing manager that is further reported to the vice
president. The marketing is totally target based and based on targets given by MUL,
the task is distributed to different teams.
The customers are handled by the same personnel from the beginning to the end.
Spot incentive Schemes etc is placed in the system to motivate the employees. The
conversion and Target fulfillment is traced out via the software.

Corporate Sales
The team of four people is actively working for this area. The data is given by
Maruti and the rest is generated by self-effort.

Finance Process:

➢ The executive completes all the formalities related to the Finance and
verifies the documents.
➢ The FI form is filled by the Executive.
 ➢ With the verification checklist the verification is done
➢ When the Cheque and other documents are found correct the Disbursal
Advice Form is filled which is tallied by the Accounts Department. To track
the verification record, a verification status register is maintained.

Reception and Lobby Manager

The lobby manager takes care of the customers coming to the showroom.

➢ She asks the purpose of their coming and sends them to the concerned
executive.
➢ Gets the DSA’s forms filled up.
➢ Takes care of the car polishing & showroom decorating.
➢ Updates the magazines regularly.
➢ Records the enquires and distributes them to the concerned persons.
➢ Displays car delivery schedule on daily basis.
➢ Offers test-drive.

Delivery
The daily delivery schedule is displayed on the board. At the time of delivery the discount
detail sheet and delivery checklist is filled to avoid the problems. The barriers in delivery are
bank approval and Client’s personal problems.

Customer Care
The customer feedback is taken after 72 hours of the sale. If any problem exists,
the marketing personal meets the client directly. The problem is sorted out to make
the client satisfied. When the client is satisfied, a letter of satisfaction is got signed
by the client.

To trace the satisfactory level of the customers, customer feedback is taken via
Customer Feedback Form. If the marks in the customer feedback form are less than
7, an apology letter is sent to the client, the problem is sorted out and the client is
treated with a token of gift. When the client is satisfied, a satisfactory note is got
signed by the client.
A customer feedback form by the Maruti is also filled.
To maintain relationships with clients: gifts, bouquets and greetings are sent
occasionally and schemes are introduced. The source of customer complaints are:
Complaints from Maruti, Direct complaint, Compliant from the customer
feedback form and via calls. To keep track on them, a customer compliant
register is maintained. The complaints are logged-in the register.

Customer Care Manager (CCM)

The CCM takes care of the complaints and initiates corrective and preventive
actions. The CCM makes the respective person know about the Complaint and when
the problem is solved, the compliant register is updated. The lucky draw system is
placed to encourage the customer to give feedback.

The CCM is responsible for the Delivery Ceremony, sends the snaps of the
ceremony to the clients, and makes the client know about the feedback form. If the
client has any, compliant he can directly meet the director.

Accounts

➢ Reconciliation is done once in 7 days.

➢ Sales tax on quarterly basis.
➢ Sales (Suppliers Maruti & Accessories) Analysis Daily Basis.
➢ A retention period of 45 days is given for payment.

EDP(Electronic Data processing)

In the EDP Department following are managed:

➢ Post Sale Process is managed.

➢ Sales Analysis is done.
➢ Backup is taken time to time.

HR
The HR manager sets the KRA’s for the managers. She is responsible for the
employee details and their training needs. She also monitors the satisfaction level
of the employees.
Training
Maruti arranges the training at several intervals. The training is mandatory for all
the employees. The training schedule of all employees is maintained by the HR
manager.

DMS (DATA MANAGEMENT SOFTWARE)

Today’s market is a customer-oriented one, where the customer is the king. If a
person wants to purchase something, he would like to make enquiries at all
reachable sources. Now it depends upon the seller that how efficiently he manages
these enquiries and makes efforts to convert the same into productive ones. It is
very important to keep track of each and every enquiry until and unless it is not
converted or closed. It is also important to keep an eye on the marketing team; so
that you know what they are doing in market and what response, they are getting
from the market.

DMS can keep a record of all enquiries and can generate timely reports whenever
required. At the time of enquiry feeding, it will ask for all required details. After
collecting all information, it can generate a Performa Invoice/Offer Letter for the
customer. DMS not only generates Performa Invoice or allot the enquiries to sales
executives, but it will keep record of the enquiry until and unless the enquiry is not
converted or closed.

DMS generates several reports that help the management as well as the sales
team. It generates reports like enquiry register, booking register, test drive register,
visiting register, pending enquiry register, enquiry lost with reason, per day enquiry
list, closed enquiry register, conversion ratio, expenses per enquiry, target v/s
achievement report (executive wise/overall) and many more that will definitely help
Maruti who believe in customer care and 100% conversion of enquiry.

The minimum system specifications for using DMS are:

○ Pentium PC (with CD ROM Drive to install the s/w)
○ 80 Column DOT MATRIX PRINTER (can be shared within the network)
○ Windows 95/98/Me or Windows NT/2000/XP
○ 64 MB RAM
○ 200 MB free hard disk space
There are several DMS Forms, which are described below:

Model Details
This section is categorized into three options. They are:

Basic Models
As the name itself suggests, the information about all the basic models have to be
entered using this form. An important thing is the availability of the color option.
That means within each & every basic model, there is an option to allow/disallow
the color’s availability. Suppose, if you select the non-metallic option for a particular
basic model then you can see only non-metallic colors to select/deselect in the
model variant detail form.

Model Variant
To make an entry for a variant model, it is necessary to select its basic model. Now,
you have automatically got the information of the colors availability. If it is
“Metallic” then there you have two frames (one is price detail & the second is colors
detail for the metallic) to specify the information regarding that option. The other
frame (which belongs to non-metallic option) is disabled. If you have allowed both
color types in the color availability box of the Basic Model Master, then you are free
to make entries into the “Metallic” and “Non-Metallic” frames. There are options to
enter sale price, booking price, RTO amount, and insurance amount & handling
charges.

After this, select (put ticks) the colors from the frames that are available with the
model. Only the selected colors will be displayed in the enquiry form with this
model.

There is an option - “Active” - to make you free from the burden to select the
models from the bunch, in the enquiry form. If you select “No”, then the variant
model will not be displayed in the enquiry form, but still it will remain in the
database.

Accessories Details
In this form, you can specify the details of the accessories and basic models on
which these are applicable. You can specify the rates of the accessories along with
the associated model. According to your selection, you will have the list of
accessories in the booking form with their sale & purchase price. You can change
the price of the accessory in the booking form, which is applicable to that sale only.
Please note that the accessories specified here are free and hence their prices will
not be added in the vehicle’s cost.

Color Details
In this form, you are having the options to add or modify the model colors.
According to your specification of the colors, you will have the list of the colors in
the Model Variant Details form (In Metallic frame you will have the list of the
metallic colors and in Non-Metallic frame you will have the list of the Non-Metallic
colors).

Executive Details
This form is used to create an executive profile. You can make a new entry as well
as change an existing entry. A photograph of the executive can also be scanned
into the system and can be saved with the profile. A username and password must
be provided if you are making a new entry. This is because DMS considers each
executive as a user with the operator level rights. He has to feed his entries and
alter them on his own. In some companies, the executives may not be directly
using the software. For them, we have provided a User Manager with the help of
which you can create a new user with manager level rights.
Financer Details
In the financer master form, we are maintaining all the information related with the
finance company. Only the company name & the city in which it is situated have to
be entered.

Insurance Details
Here you can maintain the information regarding the insurance companies. Only
insurance company name & its working city are necessary to make the alteration in
to that form.

Status Details
The status details are one of the most important features of AutoSoft. The status
that is being entered defines the exact position of an enquiry. Hence, it is very
important to select an appropriate name for the status, so that it can be self-
defining. The ‘Close’ field is used to determine whether an enquiry with the given
status is active or not. We are providing a list of most commonly used status names
and we think that these may fulfill all your needs. However, in case if you want to
enter or alter a status you can do it with the Status Details form. Some predefined
status is related with report generations are locked from changes. The others can
be altered as your requirement.

Area Details
This form can be used to manage various work areas in your dealership. The
enquiries can be categorized into various areas, so that in future you can pay more
attention on a specific region where your market is strong and maybe you can
arrange a camp in that area.

Mode Details
There can be various ways through which an enquiry can be made. These are the enquiry
modes, which can be specified using this form. Mode is basically used in the Enquiry Details
form to maintain the customer communication with our company.
Training Details
The strength of any organization is its manpower. Each organization would like to
have executives who are well trained so that they can be more productive. The
vehicle manufacturers conduct several trainings so that they can achieve their
goals. In the Training master form, you can enter the information about the training,
which have been conducted during a particular time period. We are also
maintaining the information regarding the attendance of the executives in a specific
training. That is, how many executives out of the given list have attended the
training? With the help of these training details we are generating various MIS
reports. The details provided here can help the management to find out an efficient
person for a special task. Searching facility is also available, so you can find out the
total information of a particular training with just one click over there.
Offer Details
In today’ s market, each dealer is facing very tough competition and to
overcome this competition, he may have to put on some attractive
offers for the customers to enhan ce the overall sales. The Offer Details
form is used just to maintain such special offers that are applicable to
various basic models .

Transaction Forms
Mainly there are three daily transaction forms available for the users of
DMS. They are:

Enquiries Form
Status Updating Form

Bookings Form

Apart from these, a target setting option and enquiry allotment option
for the executives is also included in the Daily Transaction Section. Let
us discuss them in detail: -

Enquiry Form:
This form can be used to enter the details of a new enquiry as well as
to update the details of an existing enquiry. As being an enquiry
tracking system, this form is the most important input interface. The
details furnished here are displayed in the reports related with the
customers.

This form consists of some mandatory and non-mandatory fields. As in

the other forms, all mandatory fields are marked with a red star. If the
executive is not allotted, the enquiry will be treated as DIRECT
ENQUIRY. The user can select the basic model from the list and the
model variants will be displayed accordingly. Colors can be metallic or
non-metallic, depending on the specifications of the basi c model. The
colors displayed in the list are filtered according to the model variant
and the metallic/non-metallic property. The quotation can be printed
from the same form. If the customer is interested in more than one
model, he can be given more than one quotation and the details of all
these models will be saved in the database. The user can specify the
next meeting date on the enquiry form so that he can get a reminder
on the particular day. To minimize the duplicate entries, we have made
it compulsory to enter at least one address or phone number along
with the name of the customer. If any other entry is found which have
the same set of Information, an alert is generated.
Status Updating form:
This form is used to update the status of an existing enquiry. The
status can be updated via the telemarketing form. Remarks can also be
saved along with the status each time. The user can directly call the
customer from the system just by clicking on the Call icon. This feature
requires that you have a modem installed with the computer. Also the
phone dialer provided in the operating system must be installed. You
can do this by selecting the Add-Remove Programs option from the
Control Panel. Select the Window s Setup page from the window. Click
Communications -> Phone Dialer. Select install. This will install the
phone dialer.
To update the status of an enquiry, open the form from the menu by
selecting ‘Daily Processing’ -> ‘Status Updation’ or by clicking the
button given on the toolbar. After this, you can select the desired
enquiry shown in the table by clicking on it and you will be taken to a
different interface with the help of which you can change the status.
Many search options are provided in the form so that you can select
the desired enquiry. A list of closed enquiries can also be displayed in
the table by checking the box in the top left corner (‘Show Closed
Enquiry’).
After selecting the enquiry from the table, the ‘Enquiry Remarks’ form
is displayed. If you want, you can contact the customer at his contact
number using the dial facility provided in the software itself. You just
have to click on the ‘Call’ button next to the phone number to be
dialed. After contacting the customer you can select a statu s from the
list and enter some remarks in the ‘Remarks Detail’ table. A contact
mode can also be specified along with the remarks.

Booking Form:

If customers booked with us,

you can enter the booking
details into the database using
this form. The user can feed
the finan ce, insurance and
accessories details so that he
can facilitate from the data. If
the birth and marriage dates
are entered, the entries are
saved separately to display
reminders. A printed output of
the booking form can be
obtained by clicking the Print
button.

Enquiry Allotment Form:

This form is very useful for those dealerships in which the enquiries are allotted to
different executives in a bulk. All the enquiries are displayed in the table and the
user can allot an enquiry to any other executive. He also can change the area of the
enquiry. Many details apart from the name of the customer are shown in the table,
like model, address etc. so that proper allotment can be made. The existence of this
form has eliminated the need of searching each enquiry through the enquiry form
and changing the executive/area one by one.
Executive Monthly Targets:
The management can set some targets for its working executives, so that they can
be more productive. DMS can help you to set some targets for the executives and
generate several reports to find whether the targets were achieved or not along
with any deviation. There are two different options to set the targets, which are
described below:
Test Drive and Cold Calls Target: With the help of this form, the user can set a
target number of test drives and cold calls (enquiries generated by the executive)
for each executive for a specific month.

Conversion Target: This option opens the monthly planner for the executives.
Using this form the user can set various monthly targets in bookings, accessories,
discount, payout percentage etc. These targets can be set separately for each basic
model. The targets are set for a single booking. An overall finance target can also
be set for each executive. The target achievement reports based on these
information’s helps the management to make a judgments about an executive’s
performance.

The reports that DMS can generate are:

 Executive reports such as action plans, reminders etc
 Reports for registers such as Enquiry, booking, mode wise, Area wise etc
 Transaction reports such as per day enquiry, model wise enquiry etc
 MIS reports such as expenses per enquiry, conversion ratios etc
 Analysis reports such as Target vs. Achievement
 Training reports and other general reports

6 . Focus on the Owner/Customer

(External) & Surveys
7 . Consider the Employee as an
Internal Owner/customer

8 . Provide a Quality Training

Program

SALES AND TRAINING DEPARTMENT

Vision
“Equipping MUL and Rohan Motor’s Sales Fraternity with the requisite mindset, knowledge and
skills, and enhance the business value of our associates to sustain our position of leadership and
build customer loyalty to MUL”

Objectives

 To ensure multiple knowledge and skill development of DSEs required

selling cars and handling competition
 Consultative Selling Approach.
 Continuous Feedback and Performance monitoring.
 To employ training as a tool to achieve customer delight and customer
loyalty
 Make DSEs as Car Advisors and be a single window interface with the
customer

Organization structure
Functions of the Sales Training Department

The Functions include:

a) Training and Development of dealer Sales Executives
b) Recruitment of Sales Executives
c) III.CD Based E-learning

Training and Development of dealer Sales Executives

1. Development and Updating of Training Modules

The Sales Training Department develops new modules along with training
agencies based on market requirements, specific needs identified and
feedback received

2. Conducting Training

Annual Training Calendar is fixed based on:

• Number of Sales Executives in the sales network

• Training path requirement of Sales Executives
• Review of training programs done in the previous year
• Market Share/ Market situation/Focus areas and new product launches

• Training conducted regionally based on fixed monthly calendar.

• Training Path /Norms for all Dealer Sales persons are as follows:
 ➢ All Dealer Sales Executives need to attend Induction Training before or
within a month of joining the dealership (depending on when the
program is scheduled in the region)
➢ After Induction then the Sales executives needs to attend a segment B
program.
➢ They also should attend ‘ Car Advisor for life Program’ which trains him
to be a one point contact with the customers handling all his car related
needs like finance, insurance, extended warranty, MGA etc and how to
develop and maintain relationship with customers
➢ After gaining experience, he can attend other courses like segment C
etc.

3. Monitoring and feedback:

Monitoring and Evaluation of Sales force is done on a continuous basis. Pre-

tests and post-tests are conducted during training. Feedback is taken from
participants on trainers and from trainers on participants. Monitoring is also
done through tests and audits at the dealerships.

4. Communication:

➢ Sales Training Department sends monthly Newsletter “Creating Winners”

to all DSE’s. It is a monthly communication containing articles on various
aspects of product knowledge, selling skills, market etc. It is a forum for
effective communication of new ideas and strategies. It also provides two-
way communication.
➢ An Annual Selling Skill Contest is organized to test the selling skills of the
sales executives. It is conducted at regional levels and culminates in an
all India level contest.

RECRUITMENT OF SALES EXECUTIVES:

 SAT has developed a CD based Test for recruitment as a
part of Maruti Recruitment System (MARS). The test checks sales aptitude and
reasoning and is a pre- interview shortlist device. It helps dealers recruit the right
profile of people for their dealership. The Regional Office will be involved
throughout the implementation of the MARS while recruiting Sales Persons. All Sales
Executives need to be registered with Maruti after recruitment through extranet. A
unique ‘Maruti Suzuki Personal Identification Number (MSPIN) is being issued which
the DSEs have to remember and use in all communications like Trainings, reward
schemes etc

CD Based E-learning
SAT is now looking at reinforcing classroom training through CD
and E- learning modules. This module would help executives refresh and update
their knowledge they would have gathered in classroom trainings.

Sales Operation Standards (SOS)

In order to ensure 100% satisfaction of customers during the sales and delivery
process, certain basic minimum standards have been laid down, which have been
named as “Sales Operation Standards.” These are a set of requirements in terms of
infrastructure and workflow processes that should be met at a dealership. By
adhering to SOS, Maruti have a much higher chance of ensuring customer
satisfaction and hence retention. A satisfied customer is the most valuable asset for
any organization since it is this satisfaction which will decide the customer’s future
intention of the 3Rs i.e. Recommendation, Revisit, and Repurchase; 3 very
important tools which help MUL in increasing their business. Therefore satisfying
customers 100% of the time should be an obsession and is achieved by ensuring
that the SOS are in place all the time
ORGANISATIONAL STRUCTURE:

MI
Support
Manager
Manager
sDelivery
CCE
Manager
taff:
Support
Acces Manager
Team
Lobby
Sales
Manager
IT s
sField
Supporttaff:
s ories
GM Sales
Leader
HR
DSA
CEO
taff:
MI Billing,
(Sales
s&ales ) , Peons etc.
Drivers
Service
Execs
Corporate
Cons
Cons
Manager
Acces ,
Sales
Manag
Call Teles
ultant
sultant
Advis
Sales
er-
ories
Staff
Centre ales
or
- etc.
s taff: Counter
Aamir
Vineeta
M.
Khan
9.Establish Quality Improvement
Teams
10. Implement Process
Improvements

11. Use the Tools of TQM

FISHBONE DIAGRAM (Tools for generating ideas )
Cause and Effect Diagram and Situation Analysis:
From the above diagram we can analyze that the main problems leading to
customer dissatisfaction are placed on fish bone diagram. The four attribute as
shown above are responsible for their own causes thus known as cause and effect
analysis:

Customer himself is responsible for dissatisfaction if he could not explain his

faults or becomes impatient. Employees working in the organization are also
responsible as can’t understand the customer, may be lacking general
knowledge on job or work not completed on given time. Again the working
system plays a major role if they are not satisfying the given standard and
required machines and tools may not be available, absenteeism of
workers can also taken into consideration.

PARETO CHART (Tools to organize data)

Problems Faced Frequency Cumulative Percentage

High price 9 0.30

Employee experience 6 0.50

Poor Service 5 0.66

Equipment Problem 5 0.82

Delivery Time 3 0.92

Billing Problems 2 1.00

Table 1

Table 2

Analysis of Pareto chart:

Here we are focusing on critical issues by ranking them in terms of importance and
frequency the problems faced by customers as shown here the major problem is

the price and according to the priority the problems are arranged. Standard Unit of
Measurement and the Time Period is studied. The time period studied is to be of a
reasonable length of time to collect the data. As shown in table one the problems
are arranged in decreasing order so from the graph it is clears that which is a major
problem in customer point of view. Then on the second table we are making a line
chart where cumulative frequencies of the problem occurrence are shown. On the
vertical axis we are taking the cumulative frequency and on the horizontal axis we
are taking the problems faced by the customers in Rohan Motors.
CONTROL CHART:
Here control charts are used for measuring the CUSTOMER SATISFACTION INDEX
(CSI)

850 800 835 835 838 802 805 806 845

803 845
803 803
798 799
785
800 769 759
800 809
800 786 801
750 798 785 795 793 796 794 798
772
684
CSI

700

650
Act 2007 Tgt 2008
Act 2008
600
Feb Mar Apr May Jun July Aug Sep oct nov dec
Here Q4 08 CSI TARGETWAS = 803

CSI Factor wise Scores-

Q4-08 Late s t F2F CSI(Date :- Avg^

CSI factor
CSI 28-12-08 ) CSI

Service Delivery (10%) 786 751 769

In- Service Experience (9%) 785 766 773

User friendly Service (14%) 792 760 770

servic e initiation 789 764 775

Service Advisor (11%) 792 756 774

Service Quality (18%) 792 757 774

Vehicle Performance (28%) 792 800 796
OVERALL CSI 739 765 752

ANALYSIS OF THE WEAK AREAS AND ACTION TAKEN:

 Weak CSI attributes Observations
Measures
taken

Most of the customer are given same Delivery time is staggered so

delivery time of 5:30 that he can give time to all
Service delivery
1 Service advisor not free at the time of customer as per job
(768) delivery as he is occupied with other to accompany at the time of
customer delivery
Fairness of charges while Job card Transperency of all charges
opening and delivery to be carried at the time of
Inconvinient operation hrs (Car estimation and explaning it to
delivered till 7:00) customer on recieving and
User friendly service
2 delivery
(770) Car delivery time extended till
8:00Pm and informed to
customer at job card opening

Separate family lounge and

smoking zone made
Inservice experience No family lounge and smoking zone
3 Peon instructed to offer tea
(773) Peon was not offering tea very hour
every hour Tracking Sheet
Made

12. Know the Benefits of TQM