Summer Training Project Report on

“Study Various HR Policies of Maruti Suzuki India Ltd.”

Submitted to

St. Soldier Management & Technical Institute

(Jalandhar)
In Partial Fulfilment of the Requirement for the
Award of Degree of
Master of Business Administration (MBA)

Submitted by Supervisor
kajal Miss. Priyanka
Roll no. 1812721 Assistant Professor

St. Soldier Management & Technical Institute

JALANDHAR (2018-2020)

Table of Content
Sr. Chapters Page No.
No.
Student Declaration

Faculty Declaration

Company Certificate

Acknowledgement

 Introduction to Training Company

1. Chapter-1

Introduction to Company

2. Chapter-2

Introduction to Research Topic

3. Chapter-3

Need, Objective, Scope of the Study

4. Chapter-4

Review of Literature

5. Chapter-5

Research Methodology

6. Chapter-6

Data Analysis and Interpretation

7. Chapter-7

Suggestions

8. Chapter-8

Findings & Conclusion

Appendix (Questionnaire)

Bibliography
 Student Declaration

I, “Kajal”, hereby declare that I have undergone my summer training at “Raja Ram & Sons
Distributors” from 05-06-2019 to 20-07-2019. I have completed a research project titled
“Study Various HR Policies of Maruti Suzuki India Ltd.” under the guidance of Mrs.
Anurag Aggarwal
(RRS).
Further I hereby confirm that the work presented herein is genuine and original and has not
been published elsewhere.

(Student name and Signature)

 Faculty Declaration
I hereby declare that the student Miss. Kajal of MBA (III) has undergone his summer training
under my periodic guidance on the Project titled “Study Various HR Policies of Maruti
Suzuki India Ltd.”
Further I hereby declare that the student was periodically in touch with me during his training
period and the work done by student is genuine & original.

(Signature of Supervisor)

CERTIFICATE
This is to certify that the project entitled “Study Various HR Policies of Maruti Suzuki
India Ltd.” in Raja Ram & Sons Distributors Jalandhar. is bonafide work carried out by
Kajal, student of MBA, St. Solider Management & Technical Institute, during the year 2019,
in Partial
fulfilment of the requirements for the Degree of Masters of Business Administration and
that the project has not formed the basis for the award previously of any degree, diploma,
internship, fellowship or any other - award of similar title.

Signature of the guide:

Date:
Place:
 ACKNOWLEDGEMENT

It is well-established fact that behind every achievement lays an unfathomable sea of

gratitude to those who have extended their support and without whom the project would
never have come into existence.
I express my gratitude to PTU, JALANDHAR providing me an opportunity to work on this
thesis as a part of the curriculum.

I am using this opportunity to express my gratitude to everyone who supported me

throughout the course of this MBA project. I am thankful for their aspiring guidance,
invaluably constructive criticism and friendly advice during the project work. I am sincerely
grateful to them for sharing their truthful and illuminating views on a number of issues
related to the project.
I express my warm thanks to Mr. Anurag Aggarwal for their support and guidance at RRS
Also, I express my gratitude to Miss.Priyanka (Assist. Prof.) who, as my college guide was
a
constant source of inspiration and encouragement to me and all the people who provided me
with the facilities being required and conductive conditions for my MBA project.
Company Profile

Established in 1923 by Late Sh. Raja Ram in a small town of Amritsar in India. He
successfully extended its operations in North India, was leading importer and distributor of
auto parts in pre-industrialization era of India, has been associated only with blue-chip
corporate. Over the years, this name has become synonym to genuine, honest, ethical
business dealing in this region based in the city of Jalandhar in Province of Punjab in India.
With the third generation entering in to the business in the year 2004, they have taken
business to new heights by diversifying into various sectors like electronics, ferrous and non-
ferrous scrap, cement, real estate, electrical LV, MV and HV switchgears, automobiles apart
from traditional field of auto components. The company is fast spreading its arms across the
globe having its associate concern offices in Nigeria, UAE and Sweden and has targeted to
have associates in Australia, US, and Brazil in very near future.

Promoters

ANKUR AGGARWAL : Mr. Ankur Aggarwal a man of exemplary vision and strong
social commitment, is a name to count upon, when it comes to the challenges faced in
business segments like foreign direct investment, business setting up, import-export. The
young and dynamic Mr. Ankur Aggarwal possess inherent qualities of converting challenges
into blessings by sincerity of purpose and firm determination. He has incredible foresight,
financial acumen and enterprising spirit.

 
 
ANURAG AGGARWAL: A qualified Chartered Accountant, is a hardworking, result
oriented and having analytical and innovative mind. He specializes in internal audit, financial
management, cost consultancy and evolving new need-based business process systems. He
possess exemplary farsighted vision and has capability to understand the intricacies of any
new business. He is highly proficient in providing consultations concerning accountancy,
taxation, audit, legal matters.
 
 
ABHAY AGGARWAL : With ‘Quality is Priority’ as an ultimate aspiration, Mr.
Abhay Aggarwal is actively involved in running STANDARD RADIO. He posses unmatched
cool head and patience to handle any severe and hot situation. He has excellent grip of is core
business and believe inn hands on approach of doing business.
 
 
RAJIV DUGGAL : Mr. Rajiv Duggal , a Graduate in Mechanical Engineering &
PGDBM with over 20 year’s experience as a proactive leader and planner with expertise in
Business Development, Strategic Planning and Market Analysis. A skilled communicator
with exceptional presentation skills and abilities in forging Business partnerships in
International market.
 
 
JATINDER MEHDIRATTA : He is the key person driving and sustaining the core
business of the group. He controls and manages all the domestic trading operations of auto
parts of all the brands. He has excellent administrative and marketing skills and enjoys die
hard loyalty of the customers and other team members of the organization.
 
 
RAJESH VERMA : He controls and manages the automobiles business of group. Apart
from his qualification of MBA (Marketing), he carries with him 20 years experience in
automobiles trade having worked for ANAND group of companies at the level of VP
( marketing), before he joined our group. He is pioneer of the trade and enjoys great respect
in the market.

MISSION:
 We shall strive to continuously expand our business and be the supplier of first choice to all
our customers. We shall simultaneously look out for new and emerging business
opportunities related to our field of competence.
 
VALUES:

• Commitment- Do whatever it takes to deliver superior value.

• Courtesy- Towards our Customers, Employees, Vendors and Society at large.
• Integrity- Honesty in every action.
• Speed- Act with urgency to deliver what we promise.
• Team work- Thinking and working together across hierarchy levels.
 

OUR COMPITITIVE EDGE:

We are driven by an open minded approach to bold and challenging ideas. The fact that we
speak the language of our customers sets us apart from our competitors.
 
SERVICES:
 
Our company is equipped with the latest and hi-tech office equipment and is backed by a
team of highly qualified, competent and experienced personnel. We are result oriented people
and every client is special to us. That's why we occupy a prominent position in our
professional circle and are growing from strength to strength. Service with Smile is our
password. The company caters to a very wide spectrum of prestigious business houses and
noted professionals. The management firmly believes in absolute transparency of dealings of
the company. Entire success of our organization is the result of our dedication and
commitment to the highest level of personalized service to our clients. It is our hallmark.
Whatever we commit we make it happen and endeavor to see that our client take legitimate
pride in choosing us. We follow the fine tradition of business ethics and ethos of showing
warmth. We steadfastly adhere to quality and excellence. 

PRODUCTS:

 
Raja Ram & Sons offers Quality. We boast of our capacious and firmly constructed storage
facility supported by a competitive and highly skilled team of personnel, which helps us to
supply quality assured automotive parts to customer specifications. Our reputation for high-
quality products, combined with on-time deliveries, favorable technical assistance and
excellent after sales service, has made Raja Ram & Sons the ultimate source for Hero
MotoCorp motorcycle parts and for Maruti Genuine spare parts. We give full stress to the
Quality of Spare Parts. We guarantee the supreme quality, ingenuity and durability of the
Spare Parts.
 
 CHAPTER - 1

COMPANY PROFILE

Maruti Suzuki India Ltd.

Introduction
Maruti Suzuki India Ltd. primarily manufactures cars and has been the most favourite
automobile brand among Indian people since its inception. The company had started in 1982;
however, it commenced the production of automobiles a year later in 1983. The very first
model of Maruti, Maruti Suzuki 800, made its way to Indian roads in December 1983. The
very first unit was bought by Mr. Harpal Singh of Delhi and he was handed over the keys of
the car by the then Prime Minister of India Indira Gandhi. The second in the series was
India's first MUV Maruti Suzuki Omni that was launched in November 1984. The other
models that came into market in subsequent years were Gypsy in 1985, Maruti 1000 in 1990,
Zen in 1993, Esteem in 1994, WagonR in 1999, Swift in 2005, Grand Vitara in 2007, Maruti
Suzuki A-Star in 2008, Ritz in 2009, Eeco in 2009, Alto K10 in 2010, Kizashi in 2011, Ertiga
in 2012, Alto 800 in 2012, Stingray in 2013, Celerio in 2013 and CIA in 2014.

Maruti Suzuki Production in India

Maruti Suzuki India Ltd. has its manufacturing facilities at two locations in India. The
Gurgaon facility comprises three plants with the annual capacity of manufacturing about
3,50,000 vehicles; however, it is enabled to manufacture close to 9,00,000 units annually; the
credit goes to the productivity advancements. Around 2,40,000 K-Series engines are also
produced at the Gurgaon facility annually. Maruti 800, WagonR, Alto, Estilo, Gypsy, Omni,
Eeco, Ritz and Ertiga are manufactured at the Gurgaon facility.
Inaugurated in 2007, the Maruti Suzuki India Ltd. Manesar facility is spread over an area of
around 600 acres. The Manesar facility was initially capable of manufacturing 1,00,000 units
a year; however, later, in October 2008, the productivity increased to 3,00,000 vehicles
annually. The production capacity of the Manesar facility eventually increased to 8,00,000
vehicles. Maruti Suzuki Celerio, A-Star, Ritz, Swift, SX4 and Swift Dzire are manufactured
at the Manesar facility.
Maruti Suzuki India is planning to set up its third manufacturing facility in Ahmedabad,
Gujarat, soon over an area of 600 acres.

Overview of Maruti Suzuki India Limited

Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Ltd) is a subsidiary of
Suzuki Motor Corporation, Japan. Maruti Suzuki has been the leader of the Indian car market
for over two and a half decades. It is largely credited for having brought in an automobile
revolution to India. Maruti Suzuki India Limited accounting for nearly 50 percent of the total
industry sales. In terms of number of cars produced and sold, the company is the largest
subsidiary of Suzuki Motor Corporation, cumulatively; the company has produced over 10
million vehicles since the roll out of its first vehicle on 14th December, 1983. Maruti Suzuki
is the only Indian company to have crossed the 10 million sales mark since its inception. The
company has two manufacturing facilities located at Gurgaon and Manesar, south of New
Delhi, India. Both the facilities have a combined capability to produce over a 1.5 million
(1,500,000) vehicles annually. 116 Maruti Suzuki offers 16 brands and over 150 variants
ranging from people’s car Maruti 800 to the latest Life Utility Vehicles, Ertiga. Maruti
Suzuki’s portfolio includes Maruti 800, Alto, Alto K10, A-Star, Estilo, Wagon-R, Ritz, Swift,
Swift Dzire, SX4, Omni, Eeco, Kizashi, Grand Vitara, Gypsy and Ertiga.
The company employs over 9000 people (as on 31st March 2012). Maruti Suzuki’s sales and
service network is the largest among car manufacturers in India. The company has been rated
first in customer satisfaction in the JD Power survey for 12 consecutive years. Over two and
half decades, Maruti Suzuki has won the hearts of customers through high quality products
and services. The company is engaged in the business of Manufacturing, Purchase and sale of
motor vehicles and Spare parts. The other activities of the company includes facilitation of
pre-owned car sales, fleet management and car financing. The company has seven subsidiary
companies, namely Maruti Insurance Business Agency Ltd, Maruti Insurance Distribution
Services Ltd, Maruti Insurance Agency Solutions Ltd, Maruti Insurance Agency network Ltd,
Maruti Insurance Agency Services Ltd, Maruti Insurance Agency Logistics Ltd and True
Value Solutions Ltd. The first six subsidiaries are engaged in the business of selling motor
insurance policies to owners of Maruti Suzuki vehicles and seventh subsidiary, True Value
Solutions Ltd is engaged in the business of sale of certified pre-owned cars under the brand
‘Maruti True Value’. Maruti Suzuki believes in the simple concept of “smaller, fewer, lighter,
shorter and neater.” The work culture is unique where a common uniform and a common
canteen for everyone from the Managing Director to the worker.

Maruti Suzuki strongly believes on following core values-

• Customer Obsession
• Fast, Flexible & First Mover
• Innovation & Creativity
• Networking & Partnership
• Openness & Learning

Manufacturing Facilities of Maruti Suzuki

Maruti Suzuki has achieved its goal because of its unbelievable Manufacturing excellence.
With an object to fulfil the demand of market, today Maruti Suzuki’s plants are comparable
with the best in the world in terms of Quality, Productivity and Operational efficiency. Maruti
Suzuki has two state-of-the art manufacturing facilities in India. Both manufacturing facilities
have a combined production capacity of 12,50,000 vehicles annually.

• Gurgaon Manufacturing Facility

The Gurgaon manufacturing plant is spread over 300 acres. This facility houses three fully
integrated plants. Together the three plants churn out around nine lakh units annually. The
recently launched Alto 800 is manufactured at this same plant. 13. According to the
statement of Mr.R.C.Bhargava (Chairman-MSIL), Maruti Suzuki India Limited finalized
Rs.1700 crore investment for doubling the diesel engine capacity at Gurgaon Manufacturing
Facility to 6,00,000 units by 2014. Of this, Rs.950 crore is being invested for the first phase
of 1.5 lakhs diesel engines by mid-2013. 14
• K Series Plant
The Gurgaon premises also having the K-Series engine plant. Commissioned in 2008, the K-
Series engine plant has an installed capacity of over 7.7 lakh units per annum. Since inception
of this plant, till date over 10 lakh K-Series engines have been rolled out. In this plant K-
Series engines are available in 1 litre, 1.2 litre, and 1.4 litre capacities. Presently, Alto-K10,
A-Star, Estilo, Wagon-R, Swift, Swift Dzire, Ritz and Ertiga are powered by the K-Series
engines.

• Manesar Manufacturing Facility

In February 2007, the 600 acre Manesar facility located around 25 Kms south of Gurgaon
facility was inaugurated. This facility houses two fully integrated plants with a capacity of 5.5
lakh units annually. Both manufacturing facilities are highly 119 automated with advanced
robotics, contemporary paint, weld and machining infrastructure. This plant produces the
SX4 vehicles.

• Suzuki Power train

Suzuki Power train India limited is a joint venture of Maruti Suzuki with Suzuki Motor
Corporation, Japan at Manesar. This plant manufactures world class diesel engines and
transmissions for cars. 15 Suzuki Power train India Limited (SPIL) supplies about 3,00,000
diesel engines a year to Maruti, while petrol engines are made in-house. Currently, Maruti
has a 30 percent stake in SPIL, while the rest lies with Japanese parent Suzuki Motor
Corporation (SMC) 16 Maruti Suzuki’s Manesar Power train plant can be seen as follows

1: Suzuki Power Train plant at Manesar

Services offered by Maruti Suzuki India Limited

• Sales and Service Network (Stations)
Maruti Suzuki’s Sales and Service network is the largest among car manufacturers in India.
The company had 802 sales outlets in 555 cities and 2740 service workshops in 1335 cities as
on 31 March 2010. The service network of the company includes Dealer Workshops, Maruti
Authorized Service Stations (MASSs), Maruti Service Masters (MSM) and Maruti Service
Zones (MSZ). In FY 2011-12, Maruti Suzuki had opened its 1000 th Sales outlet, another
landmark 120 achieved. The company with over 2950 service outlets reaches its customers
across 1400 cities. The following chart clearly depicts the wide network of Maruti Suzuki.

• Maruti Insurance
Maruti launched Insurance service in the year 2002. Maruti provides vehicle insurance to its
customers with the help of the National Insurance Company, Bajaj Allianz, New India
Assurance and Royal Sundaram. This service was set up by the company with the inception
of two subsidiaries Maruti Insurance Distributors Services Pvt Ltd and Maruti Insurance
Brokers Pvt Limited.

• Maruti Finance
With an intention to promote the bottom-line growth, Maruti launched Maruti Finance in
January 2002. Maruti had started two joint ventures Citicorp Maruti and Maruti Countrywide
with City Group and GE countrywide respectively to assist its client in securing loan. For
this, Maruti tied up with ABN Amro bank, HDFC bank, ICICI Bank, Kotak Mahindra,
Standard Chartered bank and Sundaram Finance to start this venture including its strategic
partners in car finance. In March 2003, Maruti entered into a strategic partnership with State
Bank of India.

• Maruti True Value

With an intention to not only generate incomes for dealers but to also promote sale of new
Maruti cars by offering to buy old cars at reasonable prices and selling a new car in exchange,
Maruti Suzuki launched a subsidiary, True Value. Under True Value, the seller has the
option to be paid in cash/cheque, or get a True Value car in exchange or a brand new Maruti
Suzuki car in exchange. As a mark of confidence, and to promote reassurance to customers,
every vehicle bought under Maruti True Value is inspected and certified by Maruti Engineers
and the car carries a one year warranty and three free services.

• Maruti Driving School

Accidents and Road Safety has always been a key concern area for both the government and
people on the road. With an objective to improve road safety and inculcate safe and
systematic driving habits among people, Maruti Suzuki has opened Maruti Driving Training
School (MDS). These driving schools are equipped with Practical Training and Attitude
Training. World class driving simulators are used to give a hands-on feel to learners before
taking the vehicles on the road. Having started in Bangalore in March 2005, Maruti Driving
School has spread its network throughout the country in collaboration with the dealers; the
company has set up over 200 Maruti Driving Schools across the country. One distinguishing
feature of Maruti Driving School is lady instructor for training females. According to the
statement by Mr.R.C. Bhargava (Chairman-Maruti 122 Suzuki), Modernization of
automobile industry was incomplete unless people learnt to drive safely on the road.

• Institute of Driving & Traffic Research (IDTR)

Maruti Suzuki introduced world class driving training facilities to India by launching
Institute of Driving & Traffic Research. These include a specially formulated multilingual
theory curriculum, scientifically laid-out driving tracks and advanced driving simulators that
replicate Indian driving conditions. The first IDTR was set up at Loni (on the outskirts of
Delhi), in 2000 in collaboration with the Delhi government. In 2010-11, the IDTR was set up
at Gujrat, in collaboration with the Tribal Development Department of Gujrat. The intention
of this initiative was to develop the driving skills of tribal youth. The IDTR is presently exist
at Haryana (two IDTR, each at Rohtak and Bahadurgarh), two in New Delhi (Loni and Sarai
Kale Khan), one in Gujrat (Vadodara), one in Uttarakhand (Dehradun).

• National Road Safety Mission

National Road Safety Mission is the flagship Road Safety initiative introduced by the
company in December 2008. Under these initiatives, the company took a commitment of
training over 5,00,000 people in safe driving practice in a span of 3 years. The main objective
of this initiative was to make them employable in driving profession.

• N2N Fleet Management

N2N is the short form of End to End Fleet management which provides lease and fleet
management solution to corporate. The list of clients who have signed up this service
includes Reckitt Benckiser, Sona Steering, Gas Authority of India Ltd (GAIL), Dupont,
Doordarshan, Singer-India, Transword etc. This service includes end to end solutions across
the vehicle’s life, which includes Leasing, Maintenance, Convenience services and
Remarketing.

Awards/Recognition won by Maruti Suzuki Because of outstanding

performance and continuous innovations, Maruti Suzuki got various
awards and achievement as follows:
• Business Standard India’s company of the year 2011 award 123
• Ranked amongst the top 10 most admired companies by Wall Street Journal
• 11th time in a row, the Company ranked highest in JD Power Asia Pacific 2010 India
Customer Service Index (CSI) study
• NASSCOM and CNBC TV 18 IT user award
• Ranked highest in JD Power Sales Satisfaction Index (SSI)
• Ranked one in JD Power initial quality study 2010 for model-Dzire
• CNBC-TV18 award 2011 for Manufacturer of the year.
• Corporate campaign ‘Kitna Deti Hai’ rated amongst the best campaigns of the year 2010 by
CNBC-TV18’s program on advertising & marketing
• NHRDN (National HRD Network) Trailblazer Award 2010 for HRD Excellence

Product
Offers 14 models of car such as , Maruti 800, Omni, Zen Alto, Wagon R, Gypsy, Esteem,
Baleno, Versa, Swift, SX4, etc.

Services offered
Current sales of automobiles

1. Maruti Estilo
2. Maruti 800: Launched – 1983
3. Maruti Omni: Launched – 1984
4. Maruti Gypsy: Launched – 1985
5. Maruti Alto: Launched – 2000
6. Maruti Wagon-R: Launched – 2002
7. Maruti Versa: Launched – 2003
8. Maruti Grand Vitara Launched – 2004
9. Maruti Suzuki Swift: Launched – 2005
10. Maruti Suzuki SX4: Launched – 2007
11. Maruti Swift Dzire: Launched – 2008
12. Maruti Suzuki A-STAR: Launched – 2008
13. Maruti Suzuki Ritz: Launched – 2009
14. Maruti Suzuki Estilo: Launched – 2009

Promotional Offers
Maturi focused its promotions strategy on targeting two-wheelers owners, by enter in new
domains and reaching out potential customers through its ‘True value’.

In 2003, to attract customer Maruti launched novel offers like “Change your life” campaign
and also offered vehicle insurance for just Rupee one only.

Television Campaign
In 2003, came out with a toy car advertisement that became popular for its simplicity.

“Kya Karron Papa Petrol khatam hi hani Hota.”

The sales figure for the year 2003 reached up to 196,820, vehicles.

The company Mission;

To provide a wide range of modern, high quality fuel efficient vehicles in order to meet the
need of different customer, both in domestic and export markets.

The company visions.

We must be an internationally competitive company in terms of our product and services. We
must retain our leadership in India and should also alpire to be among the global players.
The focus is on:

 Building a continuously improving organization adaptable to quick changes

 Providing value and satisfaction to the customer
 Aligning and fully involving all our employees, suppliers and dealers to face
competition
 Maximising Shareholder’s value
 Being a responsible corporate citizen.

At Maruti, they have a clear perspective on manpower. They see it as a unique resource, in
the sense that optimal productivity of other resources depends largely on the way human
resources are utilized. The basic philosophy of management that underlies the Maruti culture
is that all employees of the company should be moulded into a team which then strives as
one, to achieve commonly shared company goals and objectives. To make this philosophy
tenable, the company takes several initiatives. Inputs are sought from employees at all levels.
They believe that everyone should contribute to the formulation of company policies, goals
and objective. Secondly, at Maruti, they encouraged leadership in the best sense of the word.
According to us, a leader is one who must be impartial, must be impartial, must have the
ablity to rise above his own subjectivity, and most importantly, must practice what he
preaches.

The objectives of Maruti Suzuki Ltd. were:

 Modernizations of the Indian Automobile Industry.

 Production of fuel-efficient vehicles to conserve scarce resources.
 Production of large number of motor vehicles, which was necessary economic
growth.

Vision
The leader in the Indian Automobile Industry Creating Customer Delight and Shareholder’s
wealth; A pride of India”.

Technological Advantage
We have introduced the superior 16*4 Hypertech engines across the entire Maruti Suzuki
range. This new technology harnesses the power of a brainy 16-bit computer to a fuel-
efficient 4-valve engine to create optimums engine delivery. This means every Maruti Suzuki
owner gets the ideal combination of power and performance form his car.

Our other innovation has been the introduction of Electronic Power Steering in select models.
This result in better and Greater manoeuvrability. In other words, our cars have become even
more pleasurable do drive.

Production/R&D
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti
Udyog Plant has already rolled our over 4.3 million vehicles, In fact, on and average, two
vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to
make a car, More importantly, with an incredible range of 11 models available in 50 variants,
there’s Maruti Suzuki made here to fit ever car-buyer’s budget, and dream.
Sales
The company reached a total production of one million vehicles in March 1994.

“The first Indian company to cross this milestone”.

Their sales in the domestic market during March 2008 in 64,214 units.

Maruti has more than 5 Million satisfied customers in India and is currently having a share of
around 54% in the domestic Passenger car market.

SWOT Analysis of Maruti Suzuki

Strength

 The Quality Advantage

 A Buying Experience Like No other
 Quality Service Across 1036 Cities
 One Stop Shop
 The Low-cost Maintenance Advantage
 Lowest Cost of Ownership
 Technological Advantage

Weakness

 The cost involved In R&D and infrastructure is low in India As compared to other
country.
 Indian is growing as an export hub along with the Indian Market growing attractively
into becoming an attractive one for investors.
 Suzuki’s Investment in India, is also important as it has completely divested now as a
result MUL will now became a 100% subsidiary of Suzuki in the coming year.

Opportunities

 Maruti have laid down a clear road map to achieve an annual sale of one million cars
in the domestic market and 200,000 exports by 2010-11.
 It has capacity to manufacture 100,000 diesel engines a year. This will be scaled up to
300,000 engines/by 2010.
 Huge export market such as Europe, America and other Indians car.
 A large domestic person who wants to buy a car.

Threat

 The threat of Maruti faces is the growing competition in compact cars.

  New emission norms like Bharat Stage 3 which has come into effect from April 2005
has increased car prices by Rs.20000 and Bharat stage 4 which is coming into force in
2007 will contribute in increasing car prices further.
 Rise in petrol prices and growing popularity of other substitute fuels like CNG will be
another threat of Maruti.
 There is a threat to Maruti models ageing. Maruti models like Maruti 800 which is in
market for the last twenty years and other like Zen and Esteem which have also
entered the decline phase are the other threats.

TARGET MARKETING
Target Marketing involves breaking a market in segment and then concentrating your
marketing efforts on one or a few key segments. The beauty of target marketing is that it
makes the promotion, pricing and distribution of your product and services easier and more
cost-effective. Target marketing is the selection of customers you wish to service. The
decisions involved in it are:

 Which segment to target

 How many products to offer
 Which products to offer in which segments

There are three steps to targeting:

One of the first things you need to do is refine your product or service so that you are not trying to be
‘all things to all people’.Next, you need to understand that people purchase products or services for
three basic reasons:

 To satisfy basic need

 To solve problems.
 To make themselves feed good.

Product Life Cycle Stages of Maruti

THE PRODUCT LIFE CYCLE

A product’s life cycle (PLC) can be divided into several stages characterized by the revenue
generated by the product. The life cycle concept may apply to a brand or to a category of
product. Its duration may be as short as a few months for a fad item or a century or more for
product categories such as the gasoline-powered automobile. Product development is the
incubation stage of the product life cycle. There are no sales and the firm prepare to introduce
the product. As the product progresses through its life cycle, changes in the marketing mix
usually are required in order to adjust to the evolving challenges and opportunities.

The four stages of product life cycle are:

 Introduction stage
 Growth stage
 Maturity stage
 Decline
 Chapter – 2

Introduction of Research Topic

 HR POLICIES OF MARUTI SUZUKI INDIA LTD.
RECRUITMENT
Recruitment is an important part of an organization’s human resource planning and their
competitive strength. Competent human resources at the right positions in the organisation
are a vital resource and can be a core competency or a strategic advantage for it.
The objective of the recruitment process is to obtain the number and quality of employees
that can be selected in order to help the organisation to achieve its goals and objectives. With
the same objective, recruitment helps to create a pool of prospective employees for the
organisation so that the management can select the right candidate for the right job from this
pool.
Recruitment acts as a link between the employers and the job seekers and ensures the
placement of right candidate at the right place at the right time. Using and following the right
recruitment processes can facilitate the selection of the best candidates for the organisation.
In this is competitive global world and increasing flexibility in the labour market, recruitment
is becoming more and more important in every business. Therefore, recruitment serves as the
first step in fulfilling the needs of organisations for a competitive, motivated and flexible
human resource that can help achieve its objective

INTERNAL SOURCES OF RECRUITMENT

1. TRANSFERS
The employees are transferred from one department to another according to their efficiency
and experience.

2. PROMOTIONS
The employees are promoted from one department to another with more benefits and greater
responsibility based on efficiency and experience.
3. Others are Upgrading and Demotion of present employees according to their
performance.

4. RETIRED AND RETRENCHED EMPLOYEES may also be recruited once

again in case of shortage of qualified personnel or increase in load of work. Recruitment such
people save time and costs of the organizations as the people are already aware of the
organizational culture and the policies and procedures.
5. The dependents and relatives of deceased employees and disabled employees are also done
by many companies so that the members of the family do not become dependent on the
mercy of others.
 EXTERNAL SOURCES OF RECRUITMENT

1. PRESS ADVERTISEMENTS
Advertisements of the vacancy in newspapers and journals are a widely used source of
recruitment. The main advantage of this method is that it has a wide reach.

2. EDUCATIONAL INSTITUTES
Various management institutes, engineering colleges, medical Colleges etc. are a good
source of recruiting well qualified executives, engineers, medical staff etc. They provide
facilities for campus interviews and placements. This source is known as Campus
Recruitment.

3. PLACEMENT AGENCIES
Several private consultancy firms perform recruitment functions on behalf of client
companies by charging a fee. These agencies are particularly suitable for recruitment of
executives and specialists. It is also known as RPO (Recruitment Process Outsourcing)

4. EMPLOYMENT EXCHANGES

Government establishes public employment exchanges throughout the country. These

exchanges provide job information to job seekers and help employers in identifying suitable
candidates.

5. LABOUR CONTRACTORS

Manual workers can be recruited through contractors who maintain close contacts with the
sources of such workers. This source is used to recruit labour for construction jobs.

6. UNSOLICITED APPLICANTS

Many job seekers visit the office of well-known companies on their own. Such callers are
considered nuisance to the daily work routine of the enterprise. But can help in creating the
talent pool or the database of the probable candidates for the organization.

7. EMPLO YEE REFERRALS/ RECOMMENDATIONS

Many organisations have structured system where the current employees of the organisation
can refer their friends and relatives for some position in their organisation. Also, the office
bearers of trade unions are often aware of the suitability of candidates. Management can
inquire these leaders for suitable jobs. In some organizations these are formal agreements to
give priority in recruitment to the candidates recommended by the trade union.

8. RECRUITMENT AT FACTORY GATE

Unskilled workers may be recruited at the factory gate these may be employed whenever a
permanent worker is absent. More efficient among these may be recruited to fill permanent
vacancies.

SELECTION
It is the process of searching the potential candidate. It is negative in nature in the Indian
context. But it is positive in the US context.

Steps in Selection Process of Maruti Suzuki Ltd.

Selection process consists of a series of steps, at each stage, facts may come light which may
lead to the rejection of the applicant. It is a series of successive hurdles or barriers which an
applicant must cross. These hurdles or screens are designed to eliminate an
unqualified candidate at any point in the selection process There is no standards
selection procedure to be used in all organizations or for all jobs. The
complexity of selection procedures increases with the level and responsibility of the
position to be filled.

1} Preliminary Interview (screening applications)

Initial screening is done to weed out totally undesirable/unqualified candidates at the
outset. It is essentially a sorting process in which prospective candidates are given
the necessary information about the nature of the job and the organization, at the
same time, the necessary information is also elicited from the candidates about their
education, skills, experience, salary expected and the like. It helps to determine
whether it is worthwhile for a candidate to fill up the application form.

2} Application Form
Application form is a traditional and widely used device for collecting information from
candidates. It should provide all the information relevant to selection, where reference
for caste, religion, birthplace, may be avoided as it may be regarded an evidence of
discrimination.

3}Selection Test
Psychological tests are being increasingly used in employee selection, where a test may
involve some aspect of an individual’s attitudes, behaviour and performance. Tests are
useful when the number of applicants is large, as at best it reveals that the
candidates who scored above the predetermined cut off points are likely to be more
successful than those scoring below the cut-off point.

4} Employment Interview
Interview is an essential element of selection and no selection procedure is complete
without one or more personal interviews, where the information collected through
application letter or application forms and tests can be cross-checked in the interview,
where candidates demonstrates their capabilities and strength in relevant to their
academic credentials. selection in interview serves three purposes:

a) obtaining information about the background, education, training, work history and
interests of candidate.

b) giving information to candidates about the company, the specific job and human
resource policies; and

c) establishing a friendly relationship between the employer and the candidate so as to

motivate the successful applicant to work for the organization.

However, in practice interview becomes a one-sided affair serving only the first purpose.

5} Medical Examination
Applicants who have crossed the above stages are sent for a physical examination
either to the company’s physician or to a medical officer approved for the
purpose. Such examination serves the following purposes: -

a) It determines whether the candidate is physically fit to perform the job,

where those who are physically unfit are rejected.

b) It reveals existing disabilities and provides a record of the employee’s health at the
time of selection. This record will help in settling company’s liability under the
workmen compensation Act for claim for any injury.

c) It prevents the employment of people suffering from contagious diseases.

d) It identifies candidates who are otherwise suitable but require specific jobs due to
physical handicaps and allergies.

6} Reference Checks
The applicant is asked to mention in his application form, the names and addresses of two
or more persons who know him well. These may be his previous employers, heads of
education institutions or public figures. These people are requested to provide
their frank opinion about the candidate without incurring any liability. In government
and public sector organizations, candidates are generally required to route their
applications through their present employers, if any. The opinion of referees can be
useful in judging the future behaviour and performance of candidate but is not advisable
to rely exclusively on the referees because they are generally biased in favour of
the candidate.

(a)Most candidates are employed at the time of their application, and do not wish their
employers to know they are looking elsewhere.

(b) Because of a prospective employer would be breaking a confidence if he or

she asked for a reference before an offer of a job had been made and accepted.

(c) By the time an offer has been accepted, selection is over, and the reference is too late
to affect it.

(d) An offer may be made ‘subject to satisfactory references’, but as most references
are received after the candidate has started work, they can only be used to warn managers
of possible faults in the candidate which in serious cases may eventually lead to
warnings followed by dismissal.

(e) Employers giving references are usually extremely cautious; many references merely
state the job title, the date of employment, and reasons for leaving.

(f) References are occasionally biased, giving a good reference to hasten an

employee’s departure or a poor one because of a grudge.
Therefore, the best references are obtained in person, where there is a chance to see
whether nonverbal behaviour matches what is said. If such a meeting cannot be
arranged, telephoning is the next best alternative.

7} Final Approval
In most of the organizations, selection process is carried out by the human resource
department, where the decisions of the department are recommendatory. The candidates
shortlisted by the department are finally approved by the executive of concerned
departments or units.

8} Employment.
Employment is offered in the form of an appointment letter mentioning the
post, the rank, the salary grade, the date by which the candidate should join and other
terms and conditions in brief. In some organizations, a contract of service is signed by
both the candidate and the representative of the organization. It is at this point where a
selected applicant is handled with a letter of offer for a job:
a) The wage or salary offered must not only be appropriate to the job and attractive to the
candidate but consistent with the earnings of present employees.

b) The job must be named, and any special conditions stated, for instance, the
first year you will be under training at the head office, then you will be transferred to up-
country branches.

c) The candidate must know the essential conditions of employment, such as hours of
work, holidays, bonuses and fringe benefits.

d) Any provisos must be clearly stated, for example, your employment will be subject to
satisfactory references and medical examinations. Appointment is generally made on
probation of one or two years, where upon satisfactory performance during this period,
the candidate is finally confirmed in the job on the terms employed with, whether
permanent or contractual basis.

9} Induction.
The process of receiving employees when they begin work, introducing them to
the company and to their colleagues, and informing them of the activities, customs and
traditions of the company is called induction. At this juncture various induction
courses are done to recruit in order to acclimatize them with the new working
environment.

10} Follow – up (Evaluation)

All selection should be validated by follow-up, it a stage where employee is asked
how he or she feels about progress to date and the worker’s immediate
supervisor is asked for comments, which are compared with the notes taken at the
selection interview. If a follow-up is unfavourable it is probable that selection has been a
fault; the whole process from job specification to interview is then reviewed to see if a
better choice can be made next time.

Training

Maruti arranges the training at several intervals. The training is mandatory for all the
employees. The training schedule of all employees is maintained by the HR manager.

EDP
In the EDP Department following are managed:

 Post-Sale Process is managed.

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

IMPORTANCE OF TRAINING
Optimum Utilization of Human Resources-Training and Development helps in optimizing
the utilization of human resource that further helps the employee to achieve the
organizational goals as well as their individual goals.
• Development of Human Resources-Training and Development helps to provide an
opportunity and broad structure for the development of human resources’ technical and
behavioural skills in an organization. It also helps the employees in attaining personal
growth.
• Development of skills of employees-Training and Development helps in increasing the
job knowledge and skills of employees at each level. It helps to expand the horizons of
human intellect and an overall personality of the employees.
 • Productivity-Training and Development helps in increasing the productivity of the
employees that helps the organization further to achieve its long-term goal.

• Team Spirit-Training and Development helps in inculcating the sense of teamwork,

team spirit, and inter-team collaborations. It helps in inculcating the zeal to learn
within the employees.

• Organization Culture -Training and Development helps to develop and improve the
organizational health culture and effectiveness. It helps in creating the learning culture
within the organization.

• Organization Climate-Training and Development helps building the positive perception

and feeling about the organization. The employees get these feelings from leaders,
subordinates, and peers.

• Quality -Training and Development helps in improving upon the quality of work and
work-life.

• Healthy work-environment-Training and Development helps in creating the healthy

working environment. It helps to build good employee, relationship so that individual
goals align with organizational goal.

• Health and Safety-Training and Development helps in improving the health and safety
of the organization thus preventing obsolescence.

• Morale-Training and Development helps in improving the morale of the work force.

• Profitability-Training and Development leads to improved profitability and more

positive attitudes towards profit orientation
• Training and Development aids in organizational development i.e. Organization gets
more effective decision making and problem solving. It helps in understanding and
carrying out organizational policies.

• Training and Development helps in developing leadership skills, motivation, loyalty,

better attitudes, and other aspects that successful workers and managers usually display.
 Training and Development
Human Resource Management (HRM), a relatively new term, that emerged during the 1930s.
Many people used to refer it before by its traditional titles, such as Personnel Administration
or Personnel Management. But now, the trend is changing. It is now termed as Human
Resource Management (HRM). Human Resource Management is a management function that
helps an organization select, recruit, train and develops.

HUMAN RESOURCE MANAGEMENT

Human Resource Management is defined as the people who staff and manage organization. It
comprises of the functions and principles that are applied to retaining, training, developing,
and compensating the employees in organization. It is also applicable to non-business
organizations, such as education, healthcare, etc Human Resource Management is defined as
the set of activities, programs, and functions that are designed to maximize both
organizational as well as employee effectiveness…………… ……………………
Scope of HRM without a doubt is vast. All the activities of employee, from the time of his
entry into an organization until he leaves, come under the horizon of HRM.
The divisions included in HRM are Recruitment, Payroll, Performance Management,
Training and Development, Retention, Industrial Relation, etc. Out of all these divisions, one
such important division is training and development.

TRAINING AND DEVELOPMENT is a subsystem of an organization. It ensures

that randomness is reduced and learning, or behavioural change takes place in structured
format.

TRADITIONAL AND MODERN APPROACH OF TRAINING AND

DEVLOPMENT

Traditional Approach – Most of the organizations before never used to believe in

training. They were holding the traditional view that managers are born and not made. There
were also some views that training is a very costly affair and not worth. Organizations used to
believe more in executive pinching. But now the scenario seems to be changing.

Modern Approach
The modern approach of training and development is that Indian Organizations have realized
the importance of corporate training. Training is now considered as more of retention tool
than a cost. The training system in Indian Industry has been changed to create a smarter
workforce and yield the best results

TRAINING AND DEVELOPMENT OBJECTIVES

The principal objective of training and development division is to make sure the availability
of a skilled and willing workforce to an organization. In addition to that, there are four other
objectives: Individual, Organizational, Functional, and Societal.

Individual Objectives – Help employees in achieving their personal goals, which in turn,
enhances the individual contribution to an organization.

Organizational Objectives – Assist the organization with its primary objective by

bringing individual effectiveness.

Functional Objectives - Maintain the department’s contribution at a level suitable to the

organization’s needs.

Societal Objectives – Ensure that an organization is ethically and socially responsible to

the needs and challenges of the society.
 Chapter – 3

Need, Objective, Scope of the Study

  NEED FOR THE STUDY:

Now a day’s business is extremely competitive for all the products and it is needless to say
that any company has to win the confidence of its customers. So it is necessary to clarify the
position of the product of a particular company about its quality and market demand.
Following are the basic needs for this study:
1. To conduct a market survey and study the brand awareness of Hero Splendor in MOHALI.
2. To collect the pre purchase behavioral attitude of the prospective buyers.
3. To come out with necessary suggestions to improve the level of consumer awareness and
attitude towards the vehicle and hence to improve its sales.

 OBJECTIVE OF THE STUDY:

The following are the objective of the study.

1. To identify the prospective consumer behavior in relation to Hero Splendor.
2. To identify the purchase behavior of customers.
3. To study the factors influencing the buying decisions of the consumers.
4. To come out with necessary suggestions & conclusions based on analysis, by interpretation
of the data.

 SCOPE OF THE STUDY:

The scope of project study by the researcher is mainly focused on the understanding of the
consumer’s satisfaction & dissatisfaction. The information, which was gathered from the
project study, makes the project more useful by developing the needed information for
internal company records. This information also proves useful to managers in the right form
at the right time in order to help them for better marketing decisions.
To achieve the goals of a business, the company has to monitor the market situation on a
regular basis to be updated on the market trends. Thus the survey has a great scope both for
the company as well as the Brand.