INTRODUCTION:

Placing customer satisfaction first, Integrating sales with service and service parts in a single

convenient location. We contribute to speedy and efficient service, allowing customers to

experience the convenience and pleasure of owning Toyota automobile.

Dealer Principal

MR. J K GUPTA

DEALER PRINCIPAL

Castle Toyota Pvt. Ltd., is the exclusive 3S dealership of Toyota, Kapurthala Road, Jalandhar.

3S Stands for sales, service and spare parts under one roof is Toyota‘s unique Approach to

customer care and service.

Castle Toyota is one of the first of its kind in Jalandhar, similar to other Toyota dealership in

India, meeting Toyota international standards. It is fully equipped with all tools, Equipments and

spare parts, from the day of commencement of its operations. Mr. Yamazaki Managing Director,

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 CASTLE TOYOTA
Kapurthala Road,

Jalandhar-144001

WORKING HOURS
Service09:30 AM - 06:00 PM

Sunday Holiday

Lunch01:00 PM - 01:30 PM

CONTACT NUMBERS
Phone+91 18130 70000
+91 18130 70001
+91 18130 70002

Service+91 18130 70008

Service Helpline+91 98760 02112

EMAIL
ID-jal@castletoyota.co.in

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Qualis is a quality proven multi purpose vehicle, which was launched in the year 2000. The

organization has a strong sales team, which sells more than 30 Vehicles in a month. It also

conducts various promotional activities as and when required. The service is also not weak in

serving the vehicles. Minimum 10 vehicles per Day come for service. The service team provides

a satisfactory service to the customers. This can be verify by Customer Relation Officer who is

always in touch with the customer and follows up the customers which includes both purchased

as well as serviced one. The Organization believes in ‘’ KAIZEN’’ (continuous improvement)

Principle. where in each individual and process has to improve continuously. Shodha Toyota is

ISO certified company, which speaks about the standard Working conditions.

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 PRODUCT

Innova

Innovating to provide All you desire:

TOYOTA KNOWS THE ROADS OF THE

WORLD. This unmatched expertise and

experience has been combined with a deep

understanding of what owners look for in

their cars to give shape to a never-before

automobile, The Toyota Innova. The Innova

is a result of a unique process that has

broken new grounds in the way automobiles

are created. The Innova brings together

qualities never before seen together in an

automobile. Fantastic ride quality and

luxury coupled with versatile space;

superior performance and driving pleasure

with world class safety, advanced styling

with solid durability..

Prado

Go Ahead and Conquer them all. Other cars

will slow down and give way. The

SUV..Ultimate from Toyota. An absolute

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powerhouse that goes to any extreme. With

sculpted looks, spoiling comfort and

 Gushing streams or rushing traffic. On road

or off it. On your Land Cruiser Prado..go

ahead, conquer them all....

Camry

Toyota's flagship Prestige sedan. It delivers

the highest standards of driving refinement

and performance. The Camry's spacious,

luxurious and quite cabin has a finely

PRODUCT GALARY
crafted interior that provide unparalleled

comfort. The driver and passengers are

provided with an array of thoughtful

amenitities designed for....

Corolla Altis

Once in a lifetime comes a car that redefines

luxury and style. Which looks and feels like

it belongs to a class above. And provides a

driving experience so far beyond anything

you’ve experienced, that you’ll either be

overcome with awe, or stunned by envy. The

all-new Corolla Altis.

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TOYOTA COMPANY MARKETING AREA

1) DAVANGERI 7) BAGALAKOT

2) HAVERI 8) RAICHURE

3) BALLARI 9) GADAG

4) DHARWAD 10) BIJAPUR

5) BELGAUM 11) GULBURGA

6) KOPPAL 12) BIDAR

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TOUCH POINTS FOR THE CUSTOMER

Toyota company : First touch point is showroom, while the customer will coming the

showroom first security will well come them, and well great them then second point is while the

customer entering the showroom the company employees will well come them and well greeting

them very well, and tee, copy will give them and employees will do request to the customer to sit

on the chair they will have chair salesman will explain about product, and another one very

important customer touch point is company have beautiful girls, these girls will also well come

them great them and will explain about which product they have. And will give them quotation

to the customer about which product they have chosen. Then sales person and tally calling team

keep touch with them.

The Mission statement of Shodha Toyota

“Total customer satisfaction is our mission. To achieve this we will always strive to improve

processes continuously and deliver quality service as per customer needs and thus build

Customer for Life’’.

Objectives for Shodha Toyota

* To understand & define customer vehicle requirements clearly and executing the order as per

the sales Process so as to achieve 100%customer satisfaction.

* To procure spare parts and materials from approved suppliers and keep optimum stock levels

so as that Customer requirement fulfilled.

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* To understand and define customer service needs clearly and executing them as per service

process so as to Achieve 100% customer satisfaction.

* To allocate work competent personal and improve their competence level through effective

training.

* To improve process continuously at every opportunity.

* To maintain pressure environment, hygienic facilities and clean atmosphere with an aim to

serve people and Society.

* To meet the requirements of all interested parties’ viz., suppliers, directors, employees, Toyota

kirlosker motor Ltd., suppliers and statutory and regulatory bodies with en aim to enhance

stockholder satisfaction.

The Human Resource Department governs the activities of

 Recruitment
 Selection
 Training and development

The Organization conducts strong in house training programmes for new as (200903) well as

presently working employees.

Strength of the organization:

The organization has strength of minimum 80 employees, which varies according to the

requirement.

Working hours of employment

In Shodha Toyota, the employees work for eight hours per day and enjoy holiday on Sundays.

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  Service 9:00am To 6:00pm
 Sales 9:00am To 6:30pm
 Admin & Finance 10:00am To 7:00pm

Canteen Facility

The employees as well as customer can enjoy the food (veg & non-veg) in organization it self.

Shodha Toyota has a canteen facility where in the employee gets subsidized food where as

customer get the same thing at a cheaper rate.

ENGINE CLASSIFICATION

Classification of Heat Engines:-

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 Heat engines can be classified as in figure (1-1); external combustion type in which the

working fluid is entirely separated from the fuel- air mixture (ECE), and the internal -

combustion (ICE) type, in which the working fluid consists of the products of combustion of the

fuel- air mixture itself.

Modern Developments of I.C.E. :

The modern I.C.E. is a product of research and developments extending over a

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long period of time many engines were proposed and tested, these include:

1. Stratified charge engine.

2. Dual Fuel and Multi- Fuel engines.

3. Sterling engine.

4. Free Piston engine.

5. Variable compression Ratio engine.

6. Combination of reciprocating engine with gas turbine.

(1)

Advantages of I.C.E. over E.C.E.:

1. More mechanical simplicity and lower weight/power ratio.

2. They do not need auxiliary equipment, such as boiler & condenser.

3. They could be started and stopped in a short time.

4. Their thermal efficiency is higher than other heat engines.

5. Their initial cost is low.

These advantages make I.C.E. more suitable in the transport sector; motor cars,

small ships, submarines, and small aircrafts.

Types of Internal Combustion Engines:

I.C.E. can be divided into several groups according to different features as

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characteristics: operating cycles, method of charging the cylinder, fuel used, general

design (position and number of cylinders, method of ignition, rotating speed, etc.), and

method of cooling the engine.

Fuel Used:

1. Liquid fuels

a. Volatile liquid fuels: petrol, Alcohol, benzene. Fuel /Air mixture is usually

ignited by a spark; Spark ignition.

b. Viscous liquid fuels: fuel oil, heavy and light diesel oil, gas-oil, bio-fuels.

Usually combustion of fuel takes place due to its contact with high temperature

compressed air (self-ignition); Compression ignition.

2. Gaseous fuels: Liquid Petroleum Gas ( LPG ), Natural gas ( NG ), Town gas, Blast

Furnace gas; ignition usually by a spark.

3. Dual and Multi-Fuels:

Dual fuel engines are operated with two types of fuels, either separately or mixed

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together. Multi-fuel engines could be operated by a mixture of more than two fuels,

gaseous; such as: Hydrogen, methane, L.P.G. etc., combined with one or more of

liquid fuels, such as alcohol, ethers, esters, gasoline, diesel etc...

Method of Charging the Engine:

1. Naturally aspirated engine: Admission of charge at near atmospheric pressure.

2. Supercharged engine: Admission of charge at a pressure above atmospheric.

Number of Piston Stroke to Complete the Thermodynamic Cycle:

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Four stroke engines: the cycle of operation is completed in four strokes of the piston or two

revolution of the crank shaft. Each stroke consists of 180of crank shaft rotation. The series of

operations are shown in figure ( 1 – 6 ):

I.C. Engine Parts and Details:

The main components of the reciprocating internal combustion engine are shown In fig.

Engine parts are made of various materials and perform certain functions, some of which will be

explained: cylinder block (g) it is integral with crank case (m), both are made of cast iron. The

piston (e) reciprocates inside the cylinder, which include the combustion chamber.

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 CHASSIS FRAME AND BODY

Introduction of Chassis Frame: Chassis is a French term and was initially used to

denote the frame parts or Basic Structure of the vehicle. It is the back bone of the vehicle. A

vehicle with out body is called Chassis. The components of the vehicle like Power plant,

Transmission System, Axles, Wheels and Tyres, Suspension, Con-trolling Systems like Braking,

Steering etc., and also electrical system parts are mou-nted on the Chassis frame. It is the main

mounting for all the components including the body. So it is also called as Carrying Unit.

Layout of Chassis and its main Components:

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The following main components of the Chassis are:

1.Frame: it is made up of long two members called side members riveted together with the help

of number of cross members.

2.Engine or Power plant: It provides the source of power.

3.Clutch: It connects and disconnects the power from the engine fly wheel to the transmission

system.

4.Gear Box

5.U Joint

6.Propeller Shaft

7.Differential

FUNCTIONS OF THE CHASSIS FRAME:

1. To carry load of the passengers or goods carried in the body.

2. To support the load of the body, engine, gear box etc.,

3. To withstand the forces caused due to the sudden braking or acceleration

4. To withstand the stresses caused due to the bad road condition.

5. To withstand centrifugal force while cornering

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TYPES OF CHASSIS FRAMES:

1. Conventional frame: It has two long side members and 5 to 6 cross members joined together

with the help of rivets and bolts. The frame sections are used generally.

a. Channel Section - Good resistance to bending

b. Tabular Section - Good resistance to Torsion

c. Box Section - Good resistance to both bending and Torsion

2. Integral Frame: This frame is used now a days in most of the cars. There is no fram-e and all

the assembly units are attached to the body. All the functions of the frame carried out by the body

itself. Due to elimination of long frame it is cheaper and due to less weight most economical

also. Only disadvantage is repairing is difficult.

3. Semi - Integral Frame: In some vehicles half frame is fixed in the front end on which engine

gear box and front suspension is mounted. It has the advantage when the vehicle is met with

accident the front frame can be taken easily to replace the damag-ed chassis frame. This type of

frame is used in FIAT cars and some of the European and American cars.

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VARIOUS LOADS ACTING ON THE FRAME:

Various loads acting on the frame are

1. Short duration Load - While crossing a broken patch.

2. Momentary duration Load - While taking a curve.

3. Impact Loads - Due to the collision of the vehicle.

4. Inertia Load - While applying brakes.

5. Static Loads - Loads due to chassis parts.

6. Over Loads - Beyond Design capacity.

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The Automobile bodies are divided in two groups

 1.Passenger Body
 2.Commercial body

STEERING SYSTEM

Introduction: This system provides the directional change in the movement of an Automobile

and maintain in a position as per the driver’s decision without much strain on him.

REQUIREMENTS OF STEERING SYSTEM:

a. It must keep the wheel at all times in to rolling motion with out rubbing on the road.

b. This system should associate to control the speed.

c. It must light and stable.

d. It should also absorb the road shocks.

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e. It must easily be operated with less maintenance.

f. It should have self-centering action to some extent.

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 Functions of Steering
System:

1. It helps in swinging the

wheels to the left or right.

2. It helps in turning the

vehicle at the will of the
driver.
3. It provides directional
stability.
4. It is used to minimize the
tyre wear and tear.
5. It helps in achieving self-
centering efforts.
6. It absorbs major part of the
road shock

Types of Steering
Gear Boxes:

1. Worm and Wheel Steering

Gear.
2. Worm and Roller Steering
Gear.
3. Re-circulating Ball type
Steering Gear.
4. Rack and Pinion type
Steering Gear.
5. Cam and Roller Gear type

1.Worm and Wheel Type: This type of steering gear has a square cut screw threads at the end of

the steering column; which forms a worm, at the end of it a worm wheel is fitted and works

rigidly with it. Generally covered shaft is used for the worm wheel. The worm wheel can be

turned to a new position the drop arm can be readjusted to the correct working position.

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2. Re-circulating Ball Type: In this type of gear box the endless chain of balls are pr-ovided

between the worm and nut members. The nut form a ring of rack having an ax-ial movement. So

that the sector on the rocker shaft racks, the balls roll continuously between the worm and nut.

Being provided with return chambers at the ends of the worm. This method reduces friction

between worm and nut members. This type of ste-ering gear is used for heavy vehicles.

3. Rack and Pinion Type: This is common manual type of steering gear box is used in most of

the vehicles. In this type of steering a pinion is provided the bottom end of the steering column.

The teeth of the pinion wheel in mesh with corresponding teeth pro-vided on the rack, the end of

which are connected to the stub axle through the rod. The rotating motion of the pinion operates

the rack in FORE and AFT direction which in turn operates the stub axle.

4. Cam and Lever Type: The cam and lever steering uses one or two lever studs fit-ted in taper

roller bearing. When the worm in the form of helical groove rotates the stub axle and it also

rotates along with it. This imports a turning motion to the drop arm shaft.

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5. Worm and Sector Type: In this
type the worm on the end of the
steering shaft mesh-es with a sector
mounted on a sector shaft. When the
worm is rotated by rotation of the
steering wheel, the sector also turn
rotating the sector shaft. Its motion is
transmitted to the wheel through the
linkage. The sector sh-aft is attached to
the drop arm or pitmen arm.
6. Power Steering: Power steering
reduces much strain on the part of the
driver while ne-gotiating sharp curves.
It makes easy to turn sharp corners. It
is usuallyarranged to be op-erative
when the effort of steering wheel exc-

The steering Geometry includes (18)

Caster Angle: This is the angle between backward or forward tilting of the king pin from the

vertical axis at the top. This is about 2º to 4º. The backward tilt is called as positive caster. The

forward tilt is called negative caster.

Camber: The angle between wheel axis to the vertical line at the top is called camber angle. It is

approximately ½º to 2º.

King-pin inclination: It is the angle between vertical line to the king pin axis. The inc-lination

ten-ds to keep wheels straight ahead and make the wheels to get return to the straight position

after completion of a turn. The inclination is normally kept 7º to 8º.

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Toe-in: It is the amount in
minimum at the front part of the
wheel points inwards app-
roximately 3 to 5 mm. It
prevents side slipping excessive
tyre wear, proper rolling of front
wheels and steering stability.

Toe-out: It is the difference in

ang-les between two front
wheels and vehicle frame
during turning. It is us-ed to
prevent dragging of tyre during
turn. Reversible steering: When
the deflection of road wheels is
transmi-tted through the
steering wheel to ro-ad surface,
the system is called Rev-ersible.

If every imperfection of road

surface causes the steering to
rotate it causes much strain on
the part of the driver to control
the vehicle. It causes much
strain on the part of th-e driver
to control the vehicle. There
fore such of the reversibility is
not d-esired. But, some degree
of reversi-bility desired, so that
the wheel be-comes straight

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 FUEL AND COMBUSTION

Fuels:

Fuel is any material when burnt will produce heat energy. Various fuels commonly

used are as follows:

1. Solid Fuels:

Coal is the most important solid fuel; there are other types of solid fuels, such as: nuclear fuels,

solid wastes (wood, sugar-cane). Coal is divided into groups acc-ording to their chemical and

physical properties. An accurate chemical analysis for the fuel by mass is called the "ultimate

analysis", which gives the percentage of the important elements present in the fuel. Another

approximate analysis of fuel called the "proximate analysis" gives the percentage of moisture,

volatile matter, and combustible solid (fixed carbon) and ash.

2. Liquid Fuels:

Liquid fuels are widely used for I.C.E. Practically all liquid fuels have two basic

Combustible elements; carbon and hydrogen, present separately or in a combination

called hydrocarbons.

3. Gaseous Fuels:

Gaseous fuels are may be either natural or manufactured; natural gas: is a

mixture of components, consisting mainly of methane (60-98%) with small amount of other

hydrocarbons. In addition it consists; N2, CO2, H2 and traces of other gases. Its sulfur content

ranges from very little (sweet) to larger amounts (sour). It is classified as associated or

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unassociated depending on whether it is associated with oil or not. It is stored as compressed

natural gas (CNG) or as liquid (LNG) at pressure ranging between 70 to 210 kPa.

Corolla ALTIS Special Features

The Corolla Altis is the revising new generation of the corolla, the world’s largest selling

car. Engineered toperfectin and styled with flamboyance, it is designed to inspire envy, on

and off the road.

Cearten features available

 Keyless Entry
 Anti lock breaking system
 SRS Duel Airbags
 Vvt-I Valuable Valve timing- intelligent
 Whiplash Injury Lessing Seat
 8-Way fower Driver Seat
 Cruise control
 Side Airbag
 MP3
 Vehicle Stability control
 Globale Outstanding Assessment
 Side Image Beam
 D-3D
 Curtain Airbag

Design

Say hello to design you can’t take eyes off. Cutting- edge aerodynamics. Smooth lines. Elegant

curves. Striking lamps. The corolla Altis is designed to stun, head to toe.

Performance

Hit the road in the corolla Altis. Rev up to absolute power with the super

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efficient VVT-i engine. Silky smooth suspensions. Choice of two transmissions (automatic with

sequential

Shift and manual). The stuff Star performers are made of.

a) A high performance fuel efficient VVT-I engine delivers power at your

Command.

b) The intelligently designed super ECT transmission with sequential shift

promises a thrilling yet smooth driving experience.

* Optitron 3d combination meter for crystal clear display.comerhensive readings.

* Multi information display for comprehensive readings.

* Audio control on the steering wheel to put convenience at your finger tips.

* Premiums audio system with 6-cd changer and remote control.

* 8-Way adjustable power driver seat with power lumber support for greater comfort.

* Convenient cruise control for hassle free drive.

Comfort
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Step into the new corolla Altis. You will find luxury you can sink into. Impeccable leather seats.

Ample legroom and headroom. Premium audio system, with the controls conveniently fixed on

the steering wheel.

Safety:

Inside, the corolla altis keeps you cocooned in total safety. Robust GOA body framework. WIL

concept driver seat. HID headlamps. A host of thoughtful features, so that you feel nothing less

than absolute peace of mind.

1) ABS (Anti- lock Breaking System) With EBS (Electronic Break Force Distribution) for

Smooth and assured stops.

2) Striking HID (High intensity Discharge) headlamps that long and are very easy to maintain.
3) Electro chromatic rearview mirror to reduce the glare from rear –approaching headlights,

making night driving safer.

COLOUR CHOICE OF COROLLA ALTIS

1) Light Blue Metallic

2) Dark Red Mica Metallic
3) Champagne mica Metallic
4) White Pearl Mica
5) Silver Metallic

The Toyota Story

Toyota started out in 1933 as the automobile department of Toyoda Automatic Loom Works,

Ltd., in Japan. In 1937 the Toyota Motor Company was founded, and by 1947 over 100,000

vehicles had been produced. The first Toyota arrived in the U.S. in 1957. Today more than half of

the Toyotas sold in America are produced there. Toyota markets cars worldwide through its

overseas network of more than 160 importers/distributors and numerous dealers.

Employees Job Description

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 *Job Description Overview
1. Head customer service
2. Kaizen leader
3. TSM Coordinater
4. Manager Customer Relation
5. Manager service
6. Manager service Parts
7. Environmental Management Representative
8. Assistant Manager Service
9. Customer Relation Officer
10. Job Controler
11. Accessories Sales Officer
12. Service Advicer General
13. Waranty Administrator
14. Service Parts Assistant
15. Service Advisor-B&P

16.Service

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 CONCLUSION

As per my conclusion this Shodha Toyota company growth is very good, and while doing the

project that company well supported to me, and from this project I assumed lot off thing like

behavior of , employee, and customer with employee ,managers. And I have done customer

survey in that company so that I have understand through that research, company spare parts rate

is very high, so the company have to do decrease little bit spare parts rate ,company little bit

have to increase for product advertisement, this is very need. This company has good

environment, has well organizational culture.

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 BIBLIOGRAPHY

www.google.com

www.wikipedia.com

www.how.com

www.toyota.in

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