INTRODUCTION

Maruti Suzuki India Limited, formerly known as Maruti Udyog Limited, is an automobile
manufacturer in India. It is a 56.21% owned subsidiary of the Japanese car and motorcycle
manufacturer Suzuki Motor Corporation. As of July 2018, it had a market share of 53% of the
Indian passenger car market Maruti Suzuki manufactures and sells popular cars such as
the Ciaz, Ertiga, Wagon R, Alto K10, Swift, Celerio, Swift Dzire, Baleno and Baleno
RS, Omni, Alto 800, Eeco, Ignis, S-Cross and Vitara Brezza. The company is headquartered
at New Delhi. In May 2015, the company produced its fifteen millionth vehicle in India, a Swift
Dzire.

Maruti was established in February 1981 with production starting in 1983 with the Maruti
700 Which is 100 % Indian Made & The Second Model is Maruti 800 DX based on the Suzuki
SS80 Which is imported From Japan Car Manufacturer SUZUKI As of May 2007, the
Government of India, through Ministry of Disinvestment, sold its complete share to Indian
financial institutions and no longer has any stake in Maruti Udyog.

Maruti was established in February 1981 with production starting in 1983 with the Maruti
700 Which is 100 % Indian Made & The Second Model is Maruti 800 DX based on the Suzuki
SS80 Which is imported From Japan Car Manufacturer SUZUKI As of May 2007, the
Government of India, through Ministry of Disinvestment, sold its complete share to Indian
financial institutions and no longer has any stake in Maruti Udyog.

In 2000, Maruti became the first car company in India to launch a Call Center for internal and
customer services. The new Alto model was released. In 2001, Maruti True Value, selling and
buying used cars was launched. In October of the same year the Maruti Versa was launched. In
2002, Esteem Diesel was introduced. Two new subsidiaries were also started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited. Suzuki Motor Corporation increased
its stake in Maruti to 54.2 per cent.

Maruti Suzuki has three manufacturing facilities in India. All manufacturing facilities have a
combined production capacity of 1,700,000 vehicles annually. The Gurgaon manufacturing
facility has three fully integrated manufacturing plants and is spread over 300 acres (1.2 km2).
The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The Gurgaon
Facilities manufactures the Alto 800, WagonR, Ertiga, S-Cross, Vitara Brezza, Ignis and Eeco.
The Manesar manufacturing plant was inaugurated in February 2007 and is spread over 600
acres (2.4 km2). Initially it had a production capacity of 100,000 vehicles annually but this was
increased to 300,000 vehicles annually in October 2008. The production capacity was further
increased by 250,000 vehicles taking total production capacity to 800,000 vehicles annually. The
Manesar Plant produces the Alto 800, Alto K10, Swift, Ciaz, Baleno, Baleno RS and Celerio. On
25 June 2012, Haryana State Industries and Infrastructure Development Corporation demanded
Maruti Suzuki to pay an additional Rs 235 crore for enhanced land acquisition for its Haryana
plant expansion. The agency reminded Maruti that failure to pay the amount would lead to
further proceedings and vacating the enhanced land acquisition. The launch of the Dzire
happened in the month of May 2017 and the variant is said to have good mileage
The Gujarat manufacturing plant became operational in February 2017. The plant current
capacity is about 250,000 units per year. But with new investments Maruti Suzuki has plan to
take it to 450,000 units per year.
In 2012, the company decided to merge Suzuki Powertrain India Limited (SPIL) with
itself.[29] SPIL was started as a JV by Suzuki Motor Corp. along with Maruti Suzuki. It has the
facilities available for manufacturing diesel engines and transmissions. The demand for
transmissions for all Maruti Suzuki cars is met by the production from SPIL.
NECCESITY:

Maruti Suzuki India Ltd said auto makers in the country will have to build factories nationwide,
including at new untapped regions, to diversify their production bases and meet an expected
more than threefold surge in sales by 2030.
“Multi-location plants will be a business necessity for both OEMs (original equipment
manufacturers) and component manufacturers to grow and de-risk our business," Kenichi
Ayukawa, Maruti’s managing director, said at the annual conference of the Automotive
Component Manufacturers Association of India.
India’s automotive industry is mainly dominated by the hubs of Gurugram and Manesar belt in
Haryana, Gujarat and Chennai, with pockets of automotive manufacturing presence in Rajasthan,
Uttar Pradesh and Andhra Pradesh.
Citing the example of Gurugram, where the Suzuki Motor Corp. unit began its journey in the
1980s, Ayukawa said “many such auto-clusters have to be developed throughout the country".
“This will help us sustain the next phase of growth and insulate us from unforeseen business
risks. I urge component manufacturers to gear up for multi-locations facilities and align
investments accordingly," Ayukawa said.
The new regions would need the latest infrastructure and other facilities to make it attractive for
people to reside, he added.
An 8-9% expansion of the Indian economy would grow the passenger vehicle industry to about
10 million units a year by 2030 from about 3.2 million units, Ayukawa said.
The government expects the passenger vehicle market to triple to 9.4 million units by 2026 from
3.2 million currently if the economy grows at an average of 5.8% a year, said a document titled
Automotive Mission Plan (AMP) 2016-26.
A 7.5% annual expansion of the economy will expand the market further to 13.4 million units,
making it the world’s second largest after China.
On the same premise, the commercial vehicle industry is expected to grow to 2 million and 3.9
million units, respectively, from 700,000 at the end of 2014-15.
The two-wheeler market is likely to grow to between 50.6 million and 55.5 million units from
the 18.5 million units currently.
To achieve the projections, the auto industry will need additional investments of ₹ 4.5 trillion
to ₹ 5.5 trillion.
“As you note, the scale of operations before us will increase nearly three times of the present
levels. Clearly, we have to triple our efforts to meet the growth in volumes. It implies a
transformation in our mind set and change in our outlook. Our businesses will therefore, need to
be re-looked and aligned to new scale of operations," Ayukawa said.
Over the next decade, the auto sector is expected to contribute more than of 12% of India’s gross
domestic product (GDP), up from 7% now, and comprise more than 40% of the manufacturing
sector, compared with 16% now, according to Automotive Mission Plan 2016-26.
Auto industry will contribute about 13% of total excise duty collection. The projections come at
a time when the government is seeking to attract foreign investment in manufacturing through
the Make in India initiative. Share of manufacturing in GDP has stagnated at about 15% in the
past decade.
Ayukawa also stressed on the need to invest in new technologies.
“Even if we look at a small EV penetration by 2030, still a large volume of (internal combustion)
engines will need some form of electrification. So, please have a good appetite for new
technologies, its research and adoption to Indian market conditions," he said.
“Efforts are needed to set up a complete ecosystem from procurement of raw materials to
charging infrastructure and recycling of the batteries. Similarly, connected cars will require
special infrastructure at another level," he added.
Company’s Portfolio:
Maruti Udyog Limited (MUL),INDIA’s finest and Asia’s largest automobile industry was
established in 1981 by an act of parliament.MUL, the first automobile company in the world to
be honored with an ISO 9000:2000 certificate, is a subsidiary of Suzuki Motor Corp (holds a
54% equity stake). The Government of India remains a significant equity stakeholder
(10%).With its early mover advantage in Indian market; Maruti retains a dominant Market share
despite increasing competition.

Business Portfolio:
The Group's principal activity is to manufacture, purchase and sale of Motor Vehicles and Spare
parts. The other activities of the Group comprises of facilitation of Pre-Owned Car Sales, Fleet
Management and Car Financing. The Group also provides services like framing of customized
car policies, economical leasing of cars, maintenance management, registration and insurance
management, emergency assistance and accident management. The product range includes ten
basic models with more than 50 variants. The Group has operations in over 100 cities with more
than 150 outlets and also exports cars to other countries.
OBJECTIVES
Visions of any company are those values on which company works. As the MUL is started by
Governmental initiatives it tends to be more consumer oriented and hence cost effective, but on
the other hand Suzuki’s participation ensures not only need of the profit, but of the need of
maximum profit. The only way for this Nora’s dilemma of selecting principals for company’s
working vision ,was to maximize profit and reducing cost by maximizing output and sales Hence
MUL declared its Vision as-
“The Leader in the Indian Automobile Industry, Creating Customer Delight1 and Shareholder's
Wealth2; eventually become a pride of India”
Customer Delight1 is making sure that performance, after sales service and customer support are
best and beyond expectation. Shareholder’s wealth2 is the prime concern for running business
smoothly.MUL knows this and understands “customer is king”, he can change the fortune of any
company, hence goes company’s brand line: COUNT ON US!
Mission is the statement of an organization’s purpose, what it want to accomplish in the larger
environment and its goals which are specific, realistic and motivating. Missions are described
over visions and visions demand certain objectives. The main objectives/Missions of MUL are:
- Modernization of the Indian Automobile Industry.
- Developing cars faster and selling them for less.
- Production of fuel-efficient vehicles to conserve scarce resources.
- Production of large number of motor vehicles which was necessary for economic growth.
- Market Penetration, Market Development Similarly Product Development and Diversification.
- Partner relationship management, Value chain, Value delivery network .

SWOT ANALYSIS: Consists of analysis of internal environment (Strength and weakness) and
external environments
(Opportunity and Threat).

STERNGHTHS: Contemporary technology. Japanese Management practices (that had

captured Japan over USA to the status of
top Auto manufacturing country in the world)Early mover advantages. Recruitment is done in
very tedious mann-
-er ensuring talent and best professionals, Working culture, after sale services , distribution,
diversification, R&D
WEAKNESS: Still depends upon SUZUKI COPORATION, Japan For tech. support, 10%
components are manufactured outside
India. Though MUL has launched luxury cars as well it’s still considered as poor man’s brand.
Diversification is not
supported with all India presence of Manufacturing Units. Bureaucracy, Technological
disadvantages, Decades of
isolation, inertia and subservience to the whims of government bureaucrats have made
MUL unaccustomed
to international standards or keen competition.

OPPURTUNITY: first company to roll out suitably designed cars before 2008 as per
Govt.’s Proposal of new ethanol (renewable)
mixed fuel. Other companies lacks economy of scale, so market is still open. Importing
new technology is
controlled by Govt. so there is plenty of untapped market and with increase in Income
scale, Demand is rising
THREAT: Numbers of new Technology driven players and manufactures are in market.
Govt .reducing support and cutting
down the Gas supply quota.(TOI, New Delhi,11th june,07).

CONCLUSION

Maruti Udyog limited had a prime objective to meet the growing demand of a personal mode of
transport, which is caused due to lack of efficient public transport system. It changed the 4Ps of
marketing mix into 4Cs.Product to Customers Solution, Price to Customer’s cost, Similarly Place
to Customer’s convenience and Promotion to Customer’s Communications. This enabled MUL
to become Market leader. Things are now changing with LPG polices and disinvestment ;the real
competitions has already began. The smarter will certainly will be next leader, but till
then...MUL will going to the brand ,on which customers will always…..COUNT ON.
CHAPTER II

REPORT ON INDUSTRIAL TRAINING :

I have been under training at Maruti Suzuki peaks workshop Kalu chak Jammu ( J&K ) and my
experience here was very good as all the staff there was very helpful and friendly .

They helped me a lot during my training period and I learned lot of things from them as it helped
me to gain experience .

I specially thank to Mr. Ganesh sir who is mechanical engineer by profession and under whom I
was working there . He helped me a lot and he teach me various things and I came to know about
many new and different things.

Peaks auto pvt limited is a car showroom and workshop . In this workshop we repair different
cars of maruti Suzuki.

The main purpose of this workshop is to give better repairing to public.we almost worked on all
parts of cars from service maintainence to engines filters etc .
Automobile engine:

A machine for converting thermal energy into mechanical energy or power to produce force
and motion.

An engine or motor is a machine designed to convert one form of energy into mechanical
energy . Heat engines, like the internal combustion engine, burn a fuel to create heat which is
then used to do work. Electric motors convert electrical energy
into mechanical motion, pneumatic motors use compressed air, and clockwork motors
in wind-up toys use elastic energy. In biological systems, molecular motors,
like myosins in muscles, use chemical energy to create forces and eventually motion.
 How do we get power from petroleum:
Cars, trucks, trains, ships, and planes—all these things are powered by fuels made
from petroleum. Also known as "crude oil", petroleum is the thick, black, energy-rich liquid
buried deep underground that became the world's most important source of energy during the
20th century. After being pumped to the surface, petroleum is shipped or piped to a refinery
and separated into gasoline, kerosene, and diesel fuels, and a whole host of
other petrochemicals—used to make everything from paints to plastics.

Petroleum fuels are made from hydrocarbons: the molecules inside consist mostly of carbon
and hydrogen atoms (with a fewer other elements, such as oxygen, attached for good
measure). wood, paper, and coal also contain hydrocarbons. We can turn hydrocarbons into
useful energy simply by burning them. When you burn hydrocarbons in air, their molecules split
apart. The carbon and hydrogen combine with oxygen from the air to make carbon dioxide gas
and water, while the energy that held the molecules together is released as heat. This process,
which is called combustion, releases huge amounts of energy. When you sit round a camp fire,
warming yourself near the flames, you're really soaking up energy produced by billions of
molecules cracking open and splitting apart!

People have been burning hydrocarbons to make energy for over a million years—that's why
fire was invented. But ordinary fires are usually quite inefficient. When you cook sausages
on a camp fire, you waste a huge amount of energy. Heat shoots off in all directions; hardly
any goes into the cooking pot—and even less into the food. Car engines are much more
efficient: they waste less energy and put more of it to work. What's so clever about them is
that they burn fuel in closed containers, capturing most of the heat energy the fuel releases,
and turning it into mechanical energy that can drive the car along.

What are the main parts of cars :

Car engines are built around a set of "cooking pots" called cylinders (usually anything from two
to twelve of them, but typically four, six, or eight) inside which the fuel burns. The cylinders are
made of super-strong metal and sealed shut, but at one end they open and close like bicycle
pumps: they have tight-fitting pistons (plungers) that can slide up and down inside them. At the
top of each cylinder, there are two valves (essentially "gates" letting things in or out that can be
opened and closed very quickly). The inlet valve allows fuel and air to enter the cylinder from
a carburetor or electronic fuel-injector; the outlet valve lets the exhaust gases escape. At the top
of the cylinder, there is also a sparking plug (or spark plug), an electrically controlled device
that makes a spark to set fire to the fuel. At the bottom of the cylinder, the piston is attached to a
constantly turning axle called a crankshaft. The crankshaft powers the car's gearbox which, in
turn, drives the wheels.

How does a four-stroke engine make power?

1. Intake: The piston (green) is pulled down inside the cylinder (gray) by the momentum
of the crankshaft (gray wheel at the bottom). Most of the time the car is moving along, so
the crankshaft is always turning. The inlet valve (left) opens, letting a mixture of fuel and
air (blue cloud) into the cylinder through the purple pipe.
2. Compression: The inlet valve closes. The piston moves back up the cylinder and
compresses (squeezes) the fuel-air mixture, which makes it much more flammable. When
the piston reaches the top of the cylinder, the sparking plug (yellow) fires.
3. Power: The spark ignites the fuel-air mixture causing a mini explosion. The fuel burns
immediately, giving off hot gas that pushes the piston back down. The energy released by
the fuel is now powering the crankshaft.
4. Exhaust: The outlet valve (right) opens. As the crankshaft continues to turn, the piston
is forced back up the cylinder for a second time. It forces the exhaust gases (produced
when the fuel burned) out through the exhaust outlet (blue pipe).
How many cylinders does an engine need?

One problem with the four-stroke design is that the crankshaft is being powered by the cylinder
for only one stage out of four. That's why cars typically have at least four cylinders, arranged so
they fire out of step with one another. At any moment, one cylinder is always going through each
one of the four stages—so there is always one cylinder powering the crankshaft and there's no
loss of power. With a 12-cylinder engine, there are at least three cylinders powering the
crankshaft at any time—and that's why those engines are used in fast and powerful cars.

About clutch
A clutch is a mechanical device that engages and disengages the power transmission,
especially from driving shaft to driven shaft.

• Clutches are used whenever the transmission of power or motion must be controlled either
in amount or over time (e.g., electric screwdrivers limit how much torque is transmitted
through use of a clutch; clutches control whether automobiles transmit engine power to the
wheels).
• In the simplest application, clutches connect and disconnect two rotating shafts (drive shafts
or line shafts). In these devices, one shaft is typically attached to an engine or other power
unit (the driving member) while the other shaft (the driven member) provides output power
for work. While typically the motions involved are rotary, linear clutches are also possible.
Gear box That part of a car's transmission containing the train of gears, and to which the gear
lever is connected.

Main component of clutch:

About propeller shaft :

• A drive shaft, driveshaft, driving shaft, propeller shaft (prop shaft), or Cardan shaft is a
mechanical component for transmitting torque and rotation, usually used to connect other
components of a drive train that cannot be connected directly because of distance or the need
to allow for relative movement between them.

• As torque carriers, drive shafts are subject to torsion and shear stress, equivalent to the
difference between the input torque and the load. They must therefore be strong enough to
bear the stress, whilst avoiding too much additional weight as that would in turn increase
their inertia.
 • To allow for variations in the alignment and distance between the driving and driven
components, drive shafts frequently incorporate one or more universal joints, jaw couplings,
or rag joints, and sometimes a splined joint or prismatic joint.

About diffrential :
It is used to transfer the power to rear axle from gear box in rear wheel drive vehicles

• The differential is used to transfer the rotary motion of the propeller shaft into reciprocating
motion of the rear wheels.

• It is used to negotiate curves.

About wheels and Axle:
• The wheel and axle is one of six simple machines identified by Renaissance scientists drawing
from Greek texts on technology. The wheel and axle is generally considered to be a wheel
attached to an axle so that these two parts rotate together in which a force is transferred from one
to the other. In this configuration a hinge, or bearing, supports the rotation of the axle.

• This system is a version of the lever with loads applied tangentially to the perimiter of the
wheel and axle, respectively, that are balanced around the hinge, which is the fulcrum. The
mechanical advantage of the wheel and axle is the ratio of the distances from the fulcrum to the
applied loads, or what is the same thing the ratio of the radial dimensions of the wheel and axle.
Chassis and Body

• It is the main machine portion having all the components required for the operation and
running of the automobile. therefore, the portion of the automobile without body is called
chassis.

• Body provides supports in a vehicle.

About Suspension System In Automobile:
• Suspension is the system of tires, tire air, springs, shock absorbers and linkages that connects a
vehicle to its wheels and allows relative motion between the two.

Suspension systems serve a dual purpose — contributing to the vehicle's roadholding/handling

and braking for good active safety and driving pleasure, and keeping vehicle occupants
comfortable and a ride quality reasonably well isolated from road noise, bumps,
vibrations,etc.These goals are generally at odds, so the tuning of suspensions involves finding the
right compromise.

It is important for the suspension to keep the road wheel in contact with the road surface as
much as possible, because all the road or ground forces acting on the vehicle do so through the
contact patches of the tires. The suspension also protects the vehicle itself and any cargo or
luggage from damage and wear. The design of front and rear suspension of a car may be
different.
Function of Colling system :
• cooling system to take care of that heat. In fact, the cooling system on a car driving down the
freeway dissipates enough heat to heat two average-sized houses! The primary job of the cooling
system is to keep the engine from overheating by transferring this heat to the air, but the cooling
system also has several other important jobs.

• The engine in your car runs best at a fairly high temperature. When the engine is cold,
components wear out faster, and the engine is less efficient and emits more pollution. So another
important job of the cooling system is to allow the engine to heat up as quickly as possible, and
then to keep the engine at a constant temperature.

Steering system :
• The most conventional steering arrangement is to turn the front wheels using a hand–operated
steering wheel which is positioned in front of the driver, via the steering column, which may
contain universal joints (which may also be part of the collapsible steering column design), to
allow it to deviate somewhat from a straight line. Other arrangements are sometimes found on
different types of vehicles, for example, a tiller or rear–wheel steering. Tracked vehicles such as
bulldozers and tanks usually employ differential steering — that is, the tracks are made to move
at different speeds or even in opposite directions, using clutches and brakes, to bring about a
change of course or direction.

Braking system:
• A brake is a mechanical device that inhibits motion, slowing or stopping a moving object or
preventing its motion.

• Most brakes commonly use friction between two surfaces pressed together to convert the
kinetic energy of the moving object into heat, though other methods of energy conversion may
be employed. For example, regenerative braking converts much of the energy to electrical
energy, which may be stored for later use. Other methods convert kinetic energy into potential
energy in such stored forms as pressurized air or pressurized oil. Eddy current brakes use
magnetic fields to convert kinetic energy into electric current in the brake disc, fin, or rail, which
is converted into heat. Still other braking methods even transform kinetic energy into different
forms, for example by transferring the energy to a rotating flywheel.

• Brakes are generally applied to rotating axles or wheels, but may also take other forms such as
the surface of a moving fluid (flaps deployed into water or air). Some vehicles use a combination
of braking mechanisms, such as drag racing cars with both wheel brakes and a parachute, or
airplanes with both wheel brakes and drag flaps raised into the air during landing.

Lighting System And Accessories :

• The lighting system of a motor vehicle consists of lighting and signalling devices mounted or
integrated to the front, rear, sides, and in some cases the top of a motor vehicle.

This lights the roadway for the driver and increases the conspicuity of the vehicle, allowing
other drivers and pedestrians to see a vehicle's presence, position, size, direction of travel, and
the driver's intentions regarding direction and speed of travel. Emergency vehicles usually carry
distinctive lighting equipment to warn drivers and indicate priority of movement in traffic.
Maintenance and Service

Problem Statement
To measure the service quality of the car maintenance procedure as there is always doubt in the
customer’s mind that what has been done by the service station?

Whether we should follow the periodic service schedule specified by manufacturer or not?

Introduction

Maintenance can be defined as the activities required to conserve as nearly as long, as possible the
original condition of an vehicle while compensating for normal wear and tear.

A vehicle service is a maintenance procedure carried out at a set time interval or after the particular
distance vehicle has travelled.

Service Procedure Followed By Service

Stations :
Create an Inspection Report for any external Damages and let them come into knowledge of customer.
Get customer feedback about the Vehicle and its performance.

If no special Complaint is made send the vehicle for pre service cleaning.

After pre service cleaning common step followed are:

Check/Change the Engine oil if needed. Check/Replace the Oil Filter if needed.

Check/Clean/Replace the Air Filter if needed

Check/Clean/Replace the Fuel Filter if needed

Check/Clean/Replace the Spark Plugs

Check level and refill Coolant.

Tune the Engine.

Check level and refill Brake Fluid.

Check level and refill Power Steering Fluid.

Check level and refill Transmission Fluid.

Grease and lubricate components.

Inspect and replace the timing belt if needed.

Check all the electric terminals and battery.

After servicing vehicle is sent for post service cleaning

After post service cleaning tyre pressures is checked.

Finally vehicle is prepared for delivery.

While delivering the vehicle to customer a maintenance sheet is given to customer in which next service
due on and some basic tips for vehicle maintenance is mentioned .

Literature Review to resolve above problems

Here, study of measuring service quality of car maintenance is done with help of Servqual.

A model was developed with the help of servqual by Parasuraman, Zeithaml and Berry in 1985.

Its is an five gap model which shows discrepancy between service station and customer.

Here another problem is that whether the consumer should stick to the prescribed service schedule.

To support I have done study of another paper about the Automobile Engine reliability for periodic oil
change.

With the help of the above research paper and the hand on experience in the workshop I came to
conclusion that yes the customer should always follow the prescribed service schedule. Conclusion
There is a lot to learn in service and maintenance of vehicle process.

More improvement in service procedure can be done to achieve highest service satisfaction.

There are many problems while servicing a vehicle for which we have to go beyond engineering
application and prescribed method.