Study On Automobile Industry & Workshop With Special Reference To Toyota

THE HISTORY OF TOYOTA-AT A GLANCE P R O J E C T T I T L E: A Study on Automobile Industry with Special Reffrence to TOYOTA
NAME AND ADDRESS OF THE COLLEGE:

LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS MAHALAXMI (WEST), MUMBAI-400034
S U B M I T T E D B Y:
TAHER KASUBHAIWALA T.Y.BMS SEMISTER-6 SEAT NO-140
P R O J E C T G U I D E:
PROF. ARUN POOJARI
Y E A R O F S U B M I S S I O N:
2012-2013
THE HISTORY OF TOYOTA-AT A GLANCE
CERTIFICATE:
THIS IS TO CERTIFY THAT THE PROJECT ENTITLED A
Study on Automobile
Industry with Special Reffrence to TOYOTA COMPLETED BY TAHER

KASUBHAIWALA ROLL NO.140 IS AN AUTHENTIC WORK CARRIED OUT BY HIM AT LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS UNDER MY GUIDANCE. THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.
SIGNATURE OF THE GUIDE
COLLEGE STAMP
(PROF. ARUN POOJARI)
DECLARATION:
I TAHER KASUBHAIWALA THE STUDENT OF LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMIC, TY.BMS HEREBY DECLARE THAT I HAVE COMPLETED THIS PROJECT ON A Study on Automobile Industry with Special Reffrence
to TOYOTA
IN THE ACADEMIC YEAR 2012-2013 UNDER THE GUIDENCE OF PROF.ARUN POOJARI. THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF MY KNOWLEDGE.
STUDENT SIGNATURE
COLLEGE STAMP
(TAHER KASUBHAIWALA)
ACKNOWLEDGEMENT:
WITH GREAT PLEASURE I THANK MR. ARUN POOJARI A PROFESSOR OF LALA LAJPAT RAI COLLEGE OF COMMERCE AND ECONOMICS FOR BEING AN INSPIRATION IN THE COMPLETION OF THIS PROJECT. I ALSO THANK HIM FOR PROVIDING ME GUIDANCE AND NUMEROUS SUGGESTIONS THROUGHOUT THE ENTIRE DURATION OF THE PROJECT. I AM THANKFUL FOR HIS INVALUABLE HELP WITHOUT WHICH THIS PROJECT WOULD NOT HAVE MATERIALISED. I EXPRESS DEEP GRATITUTDE TO MY ENTIRE COLLEGE, FRIENDS AND FAMILY MEMBERS WHOSE EFFORTS AND CREATIVITY HELPED ME IN GIVING THE FINAL STRUCTURE TO THE PROJECT WORK. NEVERTHELESS I WOULD LIKE TO THANK THE COLLEGE LIBRARIAN FOR PROVIDING ALL THE SUPPORT IN COMPLETING MY PROJECT. I AM ALSO THANKFUL TO ALL THOSE SEEN AND UNSEEN HANDS WHICH HAVE BEEN OF HELP IN THE COMPLETION OF THIS PROJECT WORK.
- TAHER KASUBHAIWALA
EXECUTIVE SUMMARY:
Toyota, a young and vibrant company in India, has grown since its inception in 1997 and today's dynamic business environment offers us many unique opportunities. As a leader in the automotive sector, our major challenge is to innovate continuously, keeping in mind the changing needs of customers, stakeholders and society at large. In order to counter these challenges, we at Toyota Kirloskar Motor (TKM) follow the best practices as guided by the Toyota Way. Having laid the second foundation for our operations in India, we are now at an important stage. Further, our renewed 'Vision and Mission' directs us towards Toyota's ultimate goal of becoming 'the most admired company in the country'. Toyota is a valued corporate citizen the world over. In India, TKM contributes to society through its efforts in the areas of education, community care and the environment. The latest significant step towards realizing our vision is the second plant in Bangalore that entails strengthening infrastructure, development of human resources and creating an eco-friendly company that works in harmony with nature and society. Team Toyota India will continue to delight its customers through advanced technologies and services, thereby fulfilling its commitment to economic, environmental and social stewardship in the Indian society
TABLE OF CONTENT:
CHAPTER PARTICULARS
1.
PG. NO.
INTRODUCTION, RESEARCH AND METHOLODOGY: 1.1 Introduction 1.2 1.3 1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 Objective of the Study Scope of the Study Research Methodology Collection of Data Research Instrument Research Design Steps in Research Limitations
2.
ABOUT THE ETIOS:
3.
DATA ANALYSIS AND INTERPRETATIONS:

4.
CONCLUSION: 5.1 5.2 5.3 5.4 5.5 5.6 5.7 5.8 About the Company Limitations Findings Recommendation Suggestions Conclusion Annexure Bibliography
CHAPTER-1 INTRODUCTION, RESEARCH AND METHOLODOGY.
1.1 INTRODUCTION: Guided By Strong Values:

Toyota, a young and vibrant company in India, has grown since its inception in 1997 and today's dynamic business environment offers us many unique opportunities. As a leader in the automotive sector, our major challenge is to innovate continuously, keeping in mind the changing needs of customers, stakeholders and society at large. In order to counter these challenges, we at Toyota Kirloskar Motor (TKM) follow the best practices as guided by the Toyota Way. Having laid the second foundation for our operations in India, we are now at an important stage. Further, our renewed 'Vision and Mission' directs us towards Toyota's ultimate goal of becoming 'the most admired company in the country'. Toyota is a valued corporate citizen the world over. In India, TKM contributes to society through its efforts in the areas of education, community care and the environment. The latest significant step towards realizing our vision is the second plant in Bangalore that entails strengthening infrastructure, development of human resources and creating an eco-friendly company that works in harmony with nature and society. Team Toyota India will continue to delight its customers through advanced technologies and services, thereby fulfilling its commitment to economic, environmental and social stewardship in the Indian society.
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VISION:
technologies and services. growth to become a major player in the Indian auto industry and contribute to the Indian economy by involving all stakeholders. Toyota Way. yota operations.
MISSION:
superior quality at a competitive price. s model throughout the value chain by continuous improvement.
mutual trust and teamwork. an eco-friendly company in harmony with nature and society. THROUGH THESE ACTIVITIES ESTABLISH A SUPERIOR BRAND IMAGE IN INDIA.
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Toyota Legacy:
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66 Years of Corporate Tradition

Since the company manufactured its first passenger vehicle in 1936, Toyota has continuously pursued the number one position for total customer satisfaction in all areas, ranging from manufacturing and products to sales and service. Toyota exported its first Japanese-made passenger car to the United States in 1957. Since then, Toyota has steadily expanded its global presence with the establishment of overseas bases. Toyota's Lexus and Toyota branded vehicles rank annually among the world's highest quality cars in third party surveys of customer satisfaction. Using such success as a springboard, Toyota is pursuing a policy of sustained development and hopes to use innovation and strong R & D to create cars that are greener, safer and more fun to drive As a global company, Toyota realizes that local commitment is a prerequisite to success on a worldwide scale. Toyota's activities are highly appreciated around the world, a result of the company's devotion to customer-oriented activities and social contributions in every market it operates.
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OBJECTIVES OF THE STUDY:
Study of Growth Pattern of Automobile Industry . Study about Toyota Etios. To find out the extent to which consumers read the labeling information before making a purchase for Etios. Focus on Etios production process.
SCOPE OF THE STUDY:
The scope of the study is mainly emphasized on the perception level of the customers on customer feed back. The scope of the study involves the collection of the data form the customers at dealer of Toyota .
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RESEARCH METHODOLOGY:
INTRODUCTION :
The first and foremost step in the research process consists of problem identification. One the problem is defined, the next is the research design becomes easier. The research design is the basic framework, which provides guideline for the rest of the research process. The research design specifies the methods of data collection and analysis.
The methodology of the study is classified into the following steps. I. II. III. Collection of primary data Collection of secondary data Sampling Procedure
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I. Collection of Primary Data: Communication and observation are the two basic means used for collecting primary data. Communication involves questioning the respondents to secure the desired information by using data collection instrument called Questionnaire. The questionnaire used in my study is consisting of closed-end questions and one open ended question.
Closed-end questions:
Fixed alternative questions are used in the questionnaire. This consists of, A. Dichotomous Questions: The respondent is given a choice between only two alternatives. B. Multiple-choice Questions: The respondents are given a set of alternatives to answer.
Open-ended question:
The customers are asked to give suggestions to improve the service of dealer in the form of open-ended question at the end of the questionnaire.
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THE HISTORY OF TOYOTA-AT A GLANCE II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of study. Internal secondary data is collected within the company. This data includes company records, previous research reports and other relevant information.
External secondary data is generated from outside. This data includes publications, government records and Internet etc.,
III. Sampling Procedure:

Sample Size: 100
Sample Element:
Customer who visit Madhusudhan Dealer of Toyota .
Sampling Unit:
The study is restricted to the customers who come for service of their Toyota four wheelers at dealer.
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THE HISTORY OF TOYOTA-AT A GLANCE Sampling Procedure:

Simple random sampling approach has been adopted.
Research approach:
The survey method is used, as it is the best for a descriptive research.
Mode of communication:
Three different methods of communications can be approached with questionnaires. 1. Personal interview 2. Telephone interview 3. Mail interview Among the three personal interview is the most versatile and flexible mode of communication. Further explanations and classifications can be made if desired. So the personal interview was conducted for the study.
Statistical analysis:
Data analysis and interpretation are necessary ingredients to make the primary data obtained useful for tacking effective strategic moves. The primary data, which has been collected by survey using a structural questionnaire, has been systematically organized, tabulated and edited, so as to properly analyze and achieve the objectives.
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THE HISTORY OF TOYOTA-AT A GLANCE LIMITATIONS OF THE STUDY:
Another limitation is that the scope of the researchers study is Mumbai . So the population considered may not be the actual representative of the population of the nation. The information given by the respondents can be biased. Frequency of usage, in the question that ask for highly consumed brand.
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CHAPTER-2 FEATURES OF TOYOTA ETIOS
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THE HISTORY OF TOYOTA-AT A GLANCE ABOUT THE ETIOS;
The Etios is powered by a 1.5-litre petrol engine that produces 90PS of power at 5600rpm and max torque of 132Nm comes in at 3000rpm. This is a supremely refined engine, butter smooth in trademark Toyota way.
The diesel engine comes in the form of the 1.4-litre oil-burner from the Corolla Altis diesel and produces 68 PS of power at 3800 rpm and 170 Nm of torque at 1800-2400 rpm. On the performance front, the Etios petrol boasts good bottom-end torque and this means it takes off whenever you floor the pedal, irrespective of the gear you are in. Out of 132Nm of peak torque, 110Nm is available from a little above 1000rpm and this gives it good driveabilty around town. The power too feels very linear and the acceleration is strong and enjoyable. The gear ratios are perfect for both city and highway use. And by the way, the exhaust note is pretty sporty too. I couldnt help but keep revving it to the redline in every gear just to listen to it. The diesel engine on the other hand feels sluggish as compared to its petrol sibling and also the EtiosLiva diesel. This is a heavier car and it is pretty evident in the way it pulls. There is very little grunt at the bottom-end of the revs. Instead, you get a meaty mid-range to help you tackle the average metro traffic with ease.
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What I dislike though is the lack of enough cabin insulation you end up hearing a lot of diesel clatter especially when driving hard.
The Etios is meant to ferry the great Indian middle class and is actually very good in terms of its ride.
It utilises conventional MacPherson struts at the front and a torsion beam rear. The set-up is well suited to Indian roads and the car rides beautifully over broken patches. None of the harshness is transferred to the cabin. This plushness takes a toll on the handling though. Push it hard and there is a lot of body roll and the steering feels a bit vague and doesnt inspire confidence. The Etios is no drivers car and Toyota isnt targeting enthusiasts either. Drive this car around sanely and its a very relaxing drive, especially in the city.
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THE HISTORY OF TOYOTA-AT A GLANCE Production System:
Hormonizing with the Environment:
Globally, Toyota has indicated a strong and diverse commitment to the pursuit of harmonious growth through its technically advanced and environment-friendly products. There have been relentless efforts in the crucial fields of mobility, city transportation, resources, society and environment, through research & development. Protecting the environment has always been a priority at TKM, starting with the eco-friendly engines that are manufactured for the Toyota vehicles, to the advanced technology that is used for purification or recycling of waste water at the plant. Apart from this, the plant at Bidadi, Karnataka, is surrounded by a green belt, meets high environmental standards and has achieved the ISO 14001 certification in its very first year of operations.
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THE HISTORY OF TOYOTA-AT A GLANCE Setting benchmarks for Production Excellence:
Quality is ensured in every vehicle that rolls out of Toyota Kirloskar Motor, through in-built audits at every process of the system. The company's operational excellence is based on the improvement tools and methods developed by Toyota under the Toyota Production System (TPS), greatly emphasizing superlative quality and minimal waste. In line with Toyota's growing comfort with its India operations, the company set up Toyota Kirloskar Auto Parts (TKAP), which commenced production of transmissions in May 2004, for its global requirements. Another initiative is the Toyota Techno Park India (TTPI), a non-profit industrial infrastructure company aimed at boosting local industries and related job opportunities. Setting benchmarks for the automobile industry, the manufacturing facility consists of 4 divisions (shops) Press, Weld, Paint and Assembly.
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Q Class
Sytle
Luxury
Comfort
Performance
Safety
Concept
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27
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CHAPTER-3 DATA ANALYSIS AND INTERPRETATION.
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1. The Vehicle that you previously used. TABLE 1
S. No. 1. 2. 3. 4. 5.
Features Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle
No. of Respondents 23 8 9 34 26 100
% 23 8 9 34 26 100
Inference :
34% of the customers previously not used any vehicle, 26% used some other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota.
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CHART - 1
40
No. of Respondents
35 30 25 20 15 10 5 0
8
9 23
34 26
Maruthi Toyota Mahindra Not used any vehicle Some Other vehicle
Maruthi
Toyota
Mahindra
Not used Some Other any vehicle vehicle
Vehicle used before
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2.
What made you to buy Toyota vehicle. TABLE 2
S. No. 1. 2. 3. 4. 5. Model Price
Features
% 23 13 21 29 14 100
Quality Brand Name Other Benefits
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.
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CHART 2
35 No. of Respondents 30 25 20 15 10 5 0 Model Price Quality Brand Name Other Benefits 13 14 23 29

Model
21
Price Quality Brand Name Other Benefits
Reason for buying Toyota Vehicle
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3. 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 3
S. No. 1. 2. 3. 4. 5. 6.
Features Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response
% 4 27 45 12 0 12 100
Inference :
45% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to the above question.
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CHART 3
50
Delighted
45
No. of Respondents
45 40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 0 12 27
Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied No response
12
No response
Satisfaction Level
4.
How is the reception at the time of enquiry by the sales personnel ?
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TABLE 4
S. No. 1. 2. 3. 4. 5. 6.
% 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, 4% are somewhat dissatisfied and 12% had not responded to the above question.
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5.
How is the reception at the time of enquiry by the sales personnel ?
TABLE 4
S. No. 1. 2. 3. 4. 5. 6.
% 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, 4% are somewhat dissatisfied and 12% had not responded to the above question.
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CHART 4
45
42
Delighted Very satisfied Satisfied
No. of Respondents
40 35 30 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 0 12
Somewhat dissatisfied Very dissatisfied No response
12
No response
Satisfaction Level
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6.
It is ease of obtaining appointment i.e., 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 :
50% of the customers are very satisfied by the reception of the service advisor, 30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied.
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CHART 5
60 50 50 40 30 30 20 11 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 9 0

Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied
No. of Respondents
Satisfaction Level
41
7.
Are you satisfied with the time taken to open the job card (work order).
TABLE 6
S. No. 1. 2. 3. 4. 5.
% 23 44 25 8 0 100
Inference :
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.
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CHART 6
50 45 44
No. of Respondents
40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 8 0 23 25

Satisfaction Level
43
8.
How is the attitude of the service personnel ?
TABLE 7
S. No. 1. 2. 3. 4. 5.
% 11 28 46 14 1 100
Inference :
46% of the customers are satisfied by the attitude of the service personnel, 28% are very satisfied, 14% are somewhat dissatisfied, 11% are delighted and 1% is very dissatisfied.
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CHART 7
50 45
46
No. of Respondents
40 35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 1 14 11 28

Satisfaction Level
45
9.
Are you satisfied with the facilities of the service station like customer waiting room etc.,
TABLE 8
S. No. 1. 2. 3. 4. 5.
% 8 30 51 11 0 100
Inference :
51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted.
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CHART 8
60 51 50 40 30 30 20 11 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 8 0

No. of Respondents
Satisfaction Level
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10.
Have you been informed about any other extra jobs required for your vehicle that you are unaware? TABLE 9
S. No. 1. 2. Yes No
Features
No. of Respondents 73 27 100
% 73 27 100
Inference :
73% of the customers say that they are being informed if any extra job is required to their vehicle. Where as 27% of the customers are not informed about the extra job required for their vehicle. CHART 9
27%
Yes No
73%
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11.
Are the services being attended correctly to the relevant complaint ? TABLE 10
S. No. 1. 2. Yes No
Features
% 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
15%
Yes No
85%
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12.
Are you satisfied with the solutions to all the problems reported by you ?
TABLE 11
S. No. 1. 2. 3. 4. 5.
% 6 40 34 16 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.
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CHART 11
45 40 40
No. of Respondents
35 30 25 20 15 10 5 0 Delighted Very satisfied 6
34
Delighted Very satisfied Satisfied
16
Somewhat dissatisfied Very dissatisfied
Satisfied
Somewhat dissatisfied
Very dissatisfied
Satisfaction Level
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13.
Are you satisfied with the quality of washing ?
TABLE 12
S. No. 1. 2. 3. 4. 5.
% 12 53 27 7 1 100
Inference :
53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied.
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CHART 12
60 53 50 40 30 20 12 10 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 7 1 27

No. of Respondents
Satisfaction Level
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14.
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.
% 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.
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CHART 13
40 35 33 34
No. of Respondents
30
Delighted
25 20 15 10 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 4 19

Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied
Satisfaction Level
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15.
Are you satisfied with the explanation of job done and bill at the time of delivery.
TABLE 14
S. No. 1. 2. 3. 4. 5.
% 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.
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CHART 14
45 40
41 37
No. of Respondents
35 30 25 20 15 10 10 5 0 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 12

Very dissatisfied Delighted Very satisfied Satisfied Somewhat dissatisfied
Satisfaction Level
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16.
Is the general appearance of the workshop satisfactory ?
TABLE 15
S. No. 1. 2. 3. 4. 5.
% 8 40 46 4 2 100
Inference :
46% of the customers are satisfied with the general appearance of the workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied.
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CHART 15
50 45 40
46
No. of Respondents

Satisfaction Level
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17.
Do you feel the labour and spare part charge reasonable.
TABLE 16
S. No. 1. 2. 3. 4. 5.
% 3 7 42 42 6 100
Inference :
42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted.
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CHART 16
45 40
42
42
No. of Respondents
35 30 25 20 15 10 5 0 Delighted Very satisfied Satisfied Somewhat dissatisfied Very dissatisfied 3 7 6

Satisfaction Level
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18.
Are your receiving our service reminders regularly ?
TABLE 17
S. No. 1. 2. Yes No
Features
% 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
44%
Yes
56%
No
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19.
Have you been informed about the next service schedule ? TABLE 18
S. No. 1. 2. Yes No
Features
% 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
40%
Yes
60%
No
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20.
Are you satisfied with the overall performance of the workshop.
TABLE 19
S. No. 1. 2. 3. 4. 5.
% 4 42 46 7 1 100
Inference :
46% of the customers are satisfied with the overall performance of the workshop, 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.
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CHART 19
50 45 42
46
No. of Respondents

Satisfaction Level
65
CHAPTER-4 CONCLUSION.
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LIMITATIONS OF THE STUDY:
The present study is confined to a minimal sample size and may not reflect the opinion or response of the entire population in general. The results of our study are entirely confined to the responses of the Mumbai consumers and might deviate in terms of actual population as a whole. Recommendations given after the study are entirely dependent on the survey and the secondary analysis done in the report.
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THE HISTORY OF TOYOTA-AT A GLANCE FINDINGS:

34% of the customer previously not used any vehicle, 26% used some other vehicle, 23% used maruthi, 9% used mahindra and 8% used Toyota. 29% of the customer opted Toyota vehicel 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. 45% of the customers are satisfied about the explanation about the benefits, features, etc., at the time of purchase, 27% are very satisfied, 12% very satisfied, 12% are somewhat dissatisfied, 4% are delighted and 12% had not responded to the above question. 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, 4% are somewhat dissatisfied and 12% had not responded to the above question. 50% of the customers are very satisfied by the reception of the service advisor, 30% are satisfied, 11% are delighted and 9% are somewhat dissatisfied. 44% of the customers are very satisfied by the time taken to open job card, 25% are satisfied, 23% are delighted and 8% are somewhat dissatisfied. 46% of he customers are satisfied by the attitude of the service personnel, 28% are very satisfied, 140% are somewhat dissatisfied, 11% are delighted and 1% very dissatisfied.
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51% of the customers are satisfied by the facilities of the service station, 30% are very satisfied, 11% are somewhat dissatisfied and 8% are delighted. 73% of the customers say that they are being informed if any extra job is required to their vehicle. Where as 27% of the customers are not informed about the extra job required for their vehicle. 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. 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. 53% of the customers are very satisfied with the quality of washing, 27% are satisfied, 12% are delighted, 7% are somewhat dissatisfied and 1% is very dissatisfied. 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 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.
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46% of the customers are satisfied with the general appearance of the workshop, 40% are very satisfied, 8% are delighted, 4% are somewhat dissatisfied and 2% are very dissatisfied. 42% of the customers are satisfied by the labour and spare parts charge, 42% are somewhat dissatisfied, 7% are very satisfied, 6% are very dissatisfied and 3% are delighted. 56% of the customers are receiving the service remainders regularly, where as 44% of the customers are not receiving the service remainders regularly. 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. 46% of the customers are satisfied with the overall performance of the workshop 42% are very satisfied, 7% are somewhat dissatisfied, 4% are delighted and 1% is very dissatisfied.
Recommendations :
Majority of customers like to recommend ETIOS 0 to others. It indirectly reflected that they are all satisfied with the performance of ETIOS.
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THE HISTORY OF TOYOTA-AT A GLANCE SUGGESTIONS:

Prompt delivery of the vehicle should be made. Top priority must be given to taxes and long distance vehicles then local vehicles. Facilities like A/C. News papers, Drinking water and weeklies must be provided and they must be up to the standards in customer waiting room. Dealer name must advertise it self about its service station by having boarding mainly at sales point and at customer waiting room. A separate phone must be made available to deal with customers to inform them whether the service station is ready to accept their Vehicles for service The organization must appoint persons to deal with the customers in phone and to explain the customers about the job done at the time of delivery. Shelter must be their while going through job card. The organization must instruct the workers not only to considers the job card they must also go through the vehicle and if they find and things extra jobs to be done them they must inform the owner and they must entire it in job card and then go through the work. Labour charges should be decreased Service reminders should be sent regularly Billing should be made faster.
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THE HISTORY OF TOYOTA-AT A GLANCE CONCLUSION:

The overall performance of the services in the workshop is satisfactory to many of the customers. Nothing in the world can be perfect. Some faults are seen in the services though not major ones but some of the problems may give side effect and make cause more trouble in the future. So the problems need to be identified and solved immediately. Some of the main things are as follows. Prompt delivery should be made. Charges are high and need to be decreased. The efficiency of workers is to be increased. Check list should be maintained so that any other extra jobs that the customers are unaware can be solved.
If the problems identified are solved effectively, then the customer satisfaction level increases on the organization.
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THE HISTORY OF TOYOTA-AT A GLANCE ANNEXURE: CUSTOMER FEED BACK:

Dear sir/Madam Mr .doing my BMS ect of college ========. My project title is study on Customer satisfaction towords Toyota Satisfaction SERVICE with reference to Toyota dealer name in Mumbai. I would be greatly oblige if you can spare your most valuable time to answer the following questions, which my urge in bringing out this project . Name of the customer Place Ph E-Mail Vehicle Model Vehicle Number Address : : : : : : :
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QUESTIONNARIES: 1. The Vehicle that you previously used a) Maruti b) Toyota c) Machindra [ ]
d) Not used any vehicle e) Some other vehicle 2. What made you to buy this vehicle a) Model d) Brand name 3. b) Price e) Other benefits c) Quality [ ]
Are you satisfied about the explanation about the benefits / features/ warranty of the vehicle and the financial schemes and the delivery procedure at the time of purchase. a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied 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
74

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 6. [ b) Very satisfied c) Satisfied e) Very dissatisfied ]
Are you satisfied with the time taken to open the job card (work order) [ ] a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied e) Very dissatisfied [ ]
7.
How is the attitude of the service personnel a) Delighted d) Some what dissatisfied
b) Very satisfied c) Satisfied e) Very dissatisfied
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 c) Satisfied e) Very dissatisfied
9.
Are the services being attended correctly to the relevant complaint [ ] a) Delighted b) No
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10. Are you satisfied with the quality of washing a) Delighted d) Some what dissatisfied 11. b) Very satisfied e) Very dissatisfied [ c) Satisfied ]
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 ]
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 ] [ ]
c) satisfied
13. Do you feel labour and spare parts charge reasonable a) Delighted d) Some what dissatisfied 14. b) Very satisfied e) Very dissatisfied
Are you receiving our service reminders regularly a) Yes b) No
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15. Are you satisfied with the overall performance of the workshop[ ] a) Delighted d) Some what dissatisfied b) Very satisfied c) Satisfied e) Very dissatisfied
Sir, I heartfully thank you for sparing your valuable time for me
Place Date
: : Signature.
77
THE HISTORY OF TOYOTA-AT A GLANCE BIBLIOGRAPHY
Marketing research (third edition, published by Tata McGraw hill, new delhi). PROF. G.C.BERI Marketing Management (the Millennium edition & 8th Edition) PHILIP KOTLER
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Study On Automobile Industry & Workshop With Special Reference To Toyota

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Study On Automobile Industry & Workshop With Special Reference To Toyota

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THE HISTORY OF TOYOTA-AT A GLANCE P R O J E C T T I T L E: A Study on Automobile Industry with Special Reffrence to TOYOTA

NAME AND ADDRESS OF THE COLLEGE:

THE HISTORY OF TOYOTA-AT A GLANCE

THIS IS TO CERTIFY THAT THE PROJECT ENTITLED A

Industry with Special Reffrence to TOYOTA COMPLETED BY TAHER

SIGNATURE OF THE GUIDE

(PROF. ARUN POOJARI)

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

ABOUT THE ETIOS:

DATA ANALYSIS AND INTERPRETATIONS:

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

CHAPTER-1 INTRODUCTION, RESEARCH AND METHOLODOGY.

THE HISTORY OF TOYOTA-AT A GLANCE

1.1 INTRODUCTION: Guided By Strong Values:

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

66 Years of Corporate Tradition

THE HISTORY OF TOYOTA-AT A GLANCE

OBJECTIVES OF THE STUDY:

SCOPE OF THE STUDY:

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE II. Collection of Secondary Data:

III. Sampling Procedure:

THE HISTORY OF TOYOTA-AT A GLANCE Sampling Procedure:

THE HISTORY OF TOYOTA-AT A GLANCE LIMITATIONS OF THE STUDY:

THE HISTORY OF TOYOTA-AT A GLANCE

CHAPTER-2 FEATURES OF TOYOTA ETIOS

THE HISTORY OF TOYOTA-AT A GLANCE ABOUT THE ETIOS;

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE Production System:

Hormonizing with the Environment:

THE HISTORY OF TOYOTA-AT A GLANCE Setting benchmarks for Production Excellence:

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

THE HISTORY OF TOYOTA-AT A GLANCE

CHAPTER-3 DATA ANALYSIS AND INTERPRETATION.

THE HISTORY OF TOYOTA-AT A GLANCE

No. of Respondents 23 8 9 34 26 100

THE HISTORY OF TOYOTA-AT A GLANCE

Not used Some Other any vehicle vehicle

Vehicle used before

THE HISTORY OF TOYOTA-AT A GLANCE

What made you to buy Toyota vehicle. TABLE 2

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

No. of Respondents 23 13 21 29 14 100

Quality Brand Name Other Benefits

THE HISTORY OF TOYOTA-AT A GLANCE

35 No. of Respondents 30 25 20 15 10 5 0 Model Price Quality Brand Name Other Benefits 13 14 23 29

Price Quality Brand Name Other Benefits

Reason for buying Toyota Vehicle

THE HISTORY OF TOYOTA-AT A GLANCE

No. of Respondents 4 27 45 12 12 100

THE HISTORY OF TOYOTA-AT A GLANCE