Final 2

An Organisation Study on Mandovi Motors Pvt Ltd
CHAPTER 1 INTRODUCTION 1.1 AUTOMOBILE DEALERS AND SERVICES
NATURE OF THE INDUSTRY Automobile dealers are the link between the manufacturer of the automobile and the consumer. With their large inventories of cars, dealers provide consumers with a wide array of vehicles to meet their needs at different price points. GOODS AND SERVICES The automobile dealer industry sells most of the automobiles, light trucks, and vans that operate on the road today. Sales of these vehicles are subject to changing consumer tastes, the popularity of the manufacturer's vehicle models, and the intensity of competition with other dealers. Along with the sale of the car, most dealers also sell additional automobile-related services to potential buyers. These services include extended warranties, undercoating, insurance, and financing. After market sales departments sell these services and other merchandise after vehicle salespersons have closed a deal. Sales of these packages greatly increase the revenue generated for each vehicle sold. Because sales of automobiles fluctuate significantly, automotive dealers offer generous incentives, rebates, and financing deals during slow periods to maintain high sales volumes and to reduce inventories. Performing repair work on vehicles is another profitable service provided in this industry. Service departments at motor vehicle dealers provide repair services and sell accessories and replacement parts. Although most service departments perform repairs only, some dealers also have body shops to do collision repair, Indian Academy School of Management Studies Page 1
An Organisation Study on Mandovi Motors Pvt Ltd refinishing, and painting. The work of the service department has a major influence on customers' satisfaction and willingness to purchase future vehicles from the dealer. INDUSTRY ORGANIZATION The automobile dealer industry is comprised of two segments. New car dealers, often called franchised dealers, primarily sell new cars, sport utility vehicles (SUVs), and passenger and cargo vans. These franchised dealers sell and lease vehicles manufactured by a particular companywhich may include several brands. Used car dealers comprise the other segment of the industry, and are sometimes referred to as independent dealers. These dealers sell a variety of vehicles that have been previously owned or formerly rented and leased. Improvements in technology have increased the durability and longevity of new cars, raising the number of high-quality used cars that are available for sale. Used car dealers by definition do not sell new cars, but most new car dealers do sell some used cars. According to the National Automobile Dealers Association, new vehicle sales account for more than half of total sales revenue at franchised new car and new truck dealers. These sales also generate additional revenue in other departments of new car dealers, which are more profitable to the dealer. By putting new vehicles on the road, dealers can count on new repair and service customers and future trade-ins of used vehicles. Independent used car dealers usually have smaller staffs than their franchised counterparts. Most are stand-alone dealers, but increasingly nationwide companies are opening large superstores across the country. These large used car and truck dealers typically contract out warranty and other service-related work to other dealers or to satellite service facilities.
Indian Academy School of Management Studies
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An Organisation Study on Mandovi Motors Pvt Ltd RECENT DEVELOPMENTS In recent years, the sale of used cars has become a major source of profits for many new car dealers in the wake of shrinking margins on new cars. To make them acceptable to more customers, some dealers promote "certified pre-owned" vehicles to customers who want a warranty on their used vehicle. This often raises the price, but in return provides customers with peace of mind. In economic downturns, the relative demand for these and other used cars often increases as sales of new cars decline. In an effort to achieve greater financial and operational efficiency and flexibility, greater emphasis is being placed on aftermarket services, such as financing and vehicle maintenance and repair, at both new and used car dealers. These services typically provide large profit margins for dealers, and remain less susceptible to economic downturns. They are also part of an effort to enhance customer loyalty and overall customer service. There has been a recent decline in the leasing of cars. With a car lease, a customer makes monthly payments for the use of a vehicle over a period of time, after which the vehicle is usually returned to the dealer. The major domestic car makers have cut back their leasing programs significantly, instead focusing on new car sales. Leasing is still expected to play a role in many new car dealers business plans in the coming years, however. The increased use of the Internet to market new and used cars and light trucks has also had a significant impact on automobile dealers. Through the Internet, consumers can easily access vehicle reviews; view pictures of vehicles; and compare models, features, and prices. Many Web sites allow consumers to research insurance, financing, leasing, and warranty options. As a result, consumers are generally better informed and spend less time meeting with salespersons.
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1.2 AUTOMOBILE DEALERS AND SERVICES IN INDIA
Today, the Indian auto industry is one of the largest industrial sectors with a turnover that contributes to roughly 5 per cent of India's GDP. More importantly, it contributes to employment of over 2 million people directly and indirectly to another 10 million. The industry is important for national policy in that it contributes 19 per cent of indirect taxes. INDIAN MARKET SCENARIO Until a decade ago, the auto sector in India had been a relatively protected industry limiting the entry of foreign companies with high tariffs against imports. Today, as part of a broader move to liberalise its economy, India has opened up the sector to Foreign Direct Investments, and since then has also progressively relaxed trade barriers. Today, almost all of the major global companies present in India producing twowheelers and passenger cars in almost all segments. For the passenger car market, this segment has been growing at a rapid pace. INDUSTRY GROWTH DRIVERS The passenger car penetration in India is at 8.5 vehicles per thousand people absolute terms. It is among the lowest in the world. As per capita GDP of a society grows, mobility needs for its population rapidly increase.
The proportion of young people, who are economically active, is rising in the overall population. This has led to increasing urbanisation and the
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An Organisation Study on Mandovi Motors Pvt Ltd need for mobility which translates into a higher demand for two and four wheelers in India.
Relatively good availability of money and a favourable interest rate regime has also been a strong contributor to sustained demand.
The Indian auto industry is expected to get a boost from the road development programmes that the country has undertaken especially the Golden Quadrilateral programme and the NSEW corridors with feeder roads.
India's competitiveness has enabled it to make a steady foray in International markets with passenger car exports crossing the 100,000 mark in 2004. Multinationals use India as a manufacturing hub for small cars in addition to growing exports from indigenous makers such as Tata Motors and furthermore, India's two-wheeler manufacturers have also stepped up their export plans and apart from export, have also announced CKD operations in many new markets outside India.
As India forges free trade agreements (FTA) with Thailand, MERCOSUR and other trading blocs, the industry has the potential to emerge even stronger. However, against this optimism, the industry has felt the effects of cost pressure.
The global movement of oil prices has dealt a setback to the country's economic policy. While the threat of inflation seems to have been temporarily brought under control, sustained fuel price hikes and the consequent hike in operating costs for vehicle owners can cause a
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An Organisation Study on Mandovi Motors Pvt Ltd depression in demand.
The past two years have also seen considerable pressure for the industry from input costs. Prices of steel, which is a primary input for the industry, have doubled over the last three years. The situation has forced players to resort to innovative ways to control costs whilst meeting rising customer expectations.
FUTURE TRENDS Buoyed by recent performance, many manufacturers have rolled out plans for increasing capacity. Prominent among them, Maruti, Hyundai and Tata - the passenger car makers - have announced plans for substantial scaling up of vehicle and engine production. India is also emerging as a credible hub for R&D and vehicle development. Global majors (among OEMs) and several global Tier One suppliers have scaled up operations of their Indian technical centres and the quality and value of development in India is witnessing noticeable improvement. As infrastructure improves, both the government and industry will need to pay even greater attention to road safety. The safety record of India, as far as fatalities and serious injury is concerned is dismal. This will need to be addressed at all points: products, infrastructure and user behaviour. DEALER ROLE
The environment, looking ahead, is
expected to greatly
increase the
importance of contact with customers. Every manufacturer will need to strive
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An Organisation Study on Mandovi Motors Pvt Ltd even harder to ensure that customer experience with every aspect of contact with the product (through sales, after-sales service and product use and ownership) will exceed their expectations. Here the role of the dealer and the network is invaluable. The increased emphasis on brand and the importance of relationship with the customer will further change the way' we conduct our business. Increase in distribution reach will push up the sales of passenger cars, as it brings a large number of households into the target population. Typically, these households have the potential to purchase a car, but defer the decision due to the lack of sales and service infrastructure. With most urban centres covered by dealership networks, car manufacturers are looking for new dealerships in smaller towns to increase penetration and sales in semi-urban and rural areas. Current established dealers can help OEM's scale up their networks quickly by setting up satellite dealerships along with service facilities in the neighbouring semi urban/rural areas. The importance of vehicle in India has reached that critical level wherein second hand vehicle business is expected to emerge in a more organised form than it is today. Availability of a good & credible second hand vehicle market will not only help current owners upgrade to their next vehicle but will also bring a large number of new low budget customers into the vehicle ownership cycle. The time is ripe for dealerships to set up multi-brand second hand vehicle trading and refurbishment facilities to expand the customer base in their respective locations. We are also witnessing a period of affordable cost for loans and easy availability of vehicle financing. This too causes us to view the future with some optimism. The Indian automobile industry has received positive response in the current market scenario. The competition is getting tougher for all the small and big players. To remain in the race, the biggies like Maruti, Hyundai and General Indian Academy School of Management Studies Page 7
An Organisation Study on Mandovi Motors Pvt Ltd Motors are coming up with their latest models and at the same time introducing several automobile service stations in India to draw the loyalty of the customers. MARUTI SERVICE CENTRES IN INDIA It is the world of high competition for the car manufacturing companies in India. In this automobile race, Maruti Suzuki has been able to build a larger consumer base on account of its world-class car models and sales services. The company has also opened numerous automobile service stations in India across its various regions to provide complete customer satisfaction. Some of the Maruti's automobile service centres in India have been listed below : Maruti Service Centres are in Karnataka., West Bengal, Tamil Nadu, Uttar Pradesh., Andhra Pradesh, Maharashtra, Delhi.
HYUNDAI MOTOR SERVICE CENTRES IN INDIA Hyundai Motor India Ltd stands on the second position in the list of biggest car manufactures in India in terms of sales record. The car manufacturing company has posted a growth against previous highest year. To keep to ensure of 46.1% in the market its growth and the momentum of
customer satisfaction, the company has opened
various automobile service centres in India. Some of the main car service centres of Hyundai Motors in India have been listed below: Hyundai Motors Service Centres are in Tamil Nadu, Andhra Pradesh, Maharashtra, Delhi, Karnataka
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GENERAL MOTORS SERVICE CENTRES IN INDIA With registering constant growth in the Indian car market, General Motors has become a household name here in the nation. According to reports, the sales figures of the company surged to 11,111 vehicles from 4,921 in the month of January 2010. The company is eyeing such robust growth in near future also. To keep up with this pace and to satisfy the needs of its ever growing customer base, the car giant has opened a number of automobile service stations in India across its diverse regions. General Motors Service Centres are in Karnataka, Maharashtra, Kerala, Delhi, West Bengal. TATA MOTORS SERVICE CENTRES IN INDIA Tata Motors is Indias largest automobile company, with consolidated net profit of 9,274 crore in 201011. It is the leader in commercial vehicles and among the top three in passenger vehicles. Tata Motors has products in the compact, midsize car and utility vehicle segments. Some of the main car service centres are Tata Motors Service Centres in Mumbai, Chennai, Kolkata FORD INDIA SERVICE CENTRES IN INDIA
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An Organisation Study on Mandovi Motors Pvt Ltd Established in 1995, Ford India is a wholly owned subsidiary of Ford Motor Company, a global automotive industry leader. Ford India manufactures and distributes automobiles and engines made at its modern integrated manufacturing facilities at Maraimalai Nagar, near Chennai. The company's models include the Endeavour, Fiesta and the Figo. Some of the main car service centres are Ford India service stations are in Agra, Delhi, Mumbai, Kolkata, Hyderabad, Chandigarh.
1.3
AUTOMOBILE DEALERS AND SERVICES IN KARNATAKA
It is only right that the state whose capital is called the 'silicon valley of the country' should manifest its buoyant economy in the form of flashy cars. Karnataka is one of the most industrialized states in the country .The opulence in Indian Academy School of Management Studies Page 10
An Organisation Study on Mandovi Motors Pvt Ltd the state has spawned many car dealers who are well spread throughout the state.
The rich automobile market in Karnataka, as is evident from the range of car dealers in Bengaluru, has attracted car dealers from almost all the car brands.
There are lots of car dealers in Karnataka listed who are committed to provide the best quality services when buying any car from these car dealers in Karnataka. It is believed that it is not just cars which makes any customer a happy customer but also car dealers plays a crucial role while willing to buy any car for a family. A good car dealer always informs the car from the top to bottom, from the starting to the end. One will never face any issues with the car and after sale or after sales service if the car dealer is the best service provider.
TOP CAR DEALERS IN KARNATAKA Concorde Motors (India) Ltd. Prerana Motors Pvt. Ltd. Mandovi Motors Pvt. Ltd Pratham Motors Pvt. Ltd. Advaith Motors Sundaram Motors Shahwar Motives Pvt. Ltd. Bimal Auto Agency Southern Motors Garuda Autocraft Pvt Ltd Kalyani Motors Pvt. Ltd Akshara Motors Private Limited
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1.4 OBJECTIVES OF THE STUDY
To know the service quality & standards maintained in the company.
To understand the structure of the organisation. Page 12
To know the vision and mission of the organisation.
To determine the present status and future plan of the organisation and also determine in what way the company is different from others.
To know the various departments and their responsibilities.
To determine the corporate social responsibility carried out by the organisation.
To understand the strength, weaknesses, opportunity, threat.
To get an exposure to the different functions of the organization and
understand how they are performed and coordinated.
CHAPTER 2 PROFILE OF THE ORGANISATION
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2.1 HISTORY OF THE ORGANIZATION

Mandovi Motors was established in 1963 as a Volkswagen spares and service dealership on the banks of River Mandovi- Goa. Then it was appointed for Suvega Mopeds at Bengaluru in 1965. Maruti Udyog Limited (MUL) was the countrys youngest manufacturer, which was formed in 1983, as a result of a joint venture between Maruti Udyog Ltd and Suzuki Motors Corporation of Japan. During its short span of ten years, until the car industry was delicensed, Maruti Udyog Ltd has become Indias largest car manufacturer with the sales of over two lakhs vehicles per annum and around 81% of the market share. Mandovi Motors Pvt. Ltd. is the first and largest Dealership of Maruti Suzuki Cars in Karnataka. Its parent company has nearly 75 years of experience in the Automotive Industry. In the year 14th June 1984 Maruti Udyog Limited inaugurated an era of automotive revolution across India. Down south, it was Mandovi Motors Pvt. Ltd. Who created a pioneering impact by launching the dealership of vehicles manufactured by Maruti Udyog Limited. Mandovi motors Bengaluru was awarded ISO 9001 CERTIFICATION in recognition of its high standards in 1996 and for Mangalore it was certified during 1997. The company has a strong culture of excellence in everything that it does. This has helped the company earn tremendous loyalty from Customers, resulting in a large percentage of its business coming through references from the existing Customers. This has also enabled Mandovi to become the First Automobile dealer in South India to cross a sale of 50,000 cars
in 1997.
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First Dealer in Karnataka to cross a sale of 100,000 cars.
Only Dealer in Karnataka to service more than 17,500 cars every
month. It is testimony of the trust the Customers place in the company, by patronizing its workshops because of high quality service and personalized attention they get.
First Auto dealership to get ISO Certification in Karnataka.
First Maruti dealer in India to get Top position in JD Power
Customer satisfaction study (Non Metro), three times in a row. Today, Mandovi boasts of the largest network among all the Maruti dealers in Karnataka, with 16 Showrooms and Sales Information Centers, 18 Workshops and 5 Showrooms for Used Car Sale (True Value). It has a team of over 2100 dedicated professionals committed to provide the best possible service to its customers. FOUNDER Mandovi is considered as one of the most professionally managed Maruti Dealerships. It is guided by the high standards set by its founder (Late) Shri Aroor Sripathi Rao, its Managing Director and other Directors who have lead the organisation from the front. These standards ensure that the Indian Academy School of Management Studies Page 15
An Organisation Study on Mandovi Motors Pvt Ltd goals of achieving excellence in every area of its operations are realized by Mandovi. PERFORMANCE HIGHLIGHTS Mandovi sells an average of 1000 vehicles per month.
All workshops put together Mandovi services around 20000 cars a month.
Mandovi has expanded its network with at least one facility per year for customers in the last 25 years.
Mandovi is the first dealer in the south to deliver 1 lakh car in the dealership history.
Mandovi does a turnover of 1 crore per month worth Maruthi genuine spares.
Mandovi has the turnover of 400 crores per year.
ACHIVEMENTS AND AWARDS Mandovi group is in this business from the past 75 years and has become pioneer in this Industry and with the help of dedicated employees along with the guidance, supervision and with rich experience of the core management team,
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An Organisation Study on Mandovi Motors Pvt Ltd has become the recipient of many awards and recognition in the automotive industry.
MARUTI SUZUKI AWARDS BANGLORE S.N YEAR 1 2 3 4 1993 1994 1996 1997 AWARD Achieving highest sales of the Omni 1992-93 Marketing company of the year award[SME] 1994 [LIC] All India dealers award best advertising campaign 1996 All India dealers-award platinum sales, service and spare combined-1997 No. 1 dealer for sales regional(south-2)-1999 Award for advertisement campaign all india-january-1999 Special award for consistent & innovative advertising Award for best marketing campaign Highest Omni sales All India best body repair shop(anepalya) Best decorated showroom in Bengaluru-Dec ember 2002
5 6 7 8 9 10 11
1999 1999 1999 1999 2000 2000 2002
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12 13 14 15 16
2002 2002 2002 2003 2003
For achieving the highest sales south 2-january 2002 For achieving the highest sales south 2-February 2002 For achieving the highest sales south 2-March 2002 Best true value channel partner -2002-03 All India 2nd highest MGP Off take 7 years in a row from 19972003 All India highest growth in service load All India least customer complaint All India service Excellence Award Maruti Suzuki awarded to MMPL For sharing our vision, our dreams a being part of this journey of togetherness since 25 years Excellence in marketing-most consistent lead management-winner Maruti Suzuki regional award (Karnataka 07--08-sales) Excellence in sales 10000+club Workshop Consumption Growth in MGP Maruti Suzuki highest sales volume Bengaluru
17 18 19 20
2005 2005 2005 2008
21 22 23 24 25
2008 2008 2008 2008 2009
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26 27 28 29 30
2009 2009 2009 2009 2009
Maruthi Suzuki excellence in sales performance Maruti Suzuki-overall performance-Bengaluru Best performance in CSI Bengaluru MGP workshop consumption more than 12 crores category All India highest growth Versa & Omni
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2.2 VISION AND MISSION AND QUALITY POLICY
VISION To be the market leader in Karnataka passenger car industry. MISSION To achieve the customer satisfaction through quality of service. QUALITY POLICY To make quality a way of life, through commitment to continual improvement in customer satisfaction and adhering to quality management system.
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2.3 ORGANISATIONAL STRUCTURE
SHOWROOM AND STOCKYARD Chief Executive Officer Management Representative
CGM (Sales)
CGM Operations
CGM (Works)
HR Manager
Sr. Executive Admin
Manager (Systems)
HR Executive Exe (Stockyard) Supervisor (PDI)
Sr. Exe (Systems) Sr. Manager (sales) Customer Care Manager
Sr. Exe (PreDel)
Asst. stockyard
Asst. Supervisor
Cust. Care Exe.
Asst. Manager Delivery (Delivery Controller)
Washing
Mechanic
System Operator
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Team Managers
Sales Executives
WORKSHOP AND SPARES Chief Executive Officer
Management Representative HR Manager HR Executive
SGM (WORKS)
Manager Works WG/VN/JP/YP/BSV
Manager (Systems)
Manager (Spares)
Final Inspection Sup
In house Trainer Eqpts & Tools Maintenance Supervisor
Service Advisor
Executive (Systems)
Supervisor
Cust Care Mgr.
Technical Advisor
System Executive
MOS Floor Coordinator Cust. Care Exe
Counter Sale Executive Front Office Executive
Quick Repair Indian Academy School of Management Studies
Mechanics Page 22
Supervisor
PRE OWNED CAR DIVISION
Chief Executive Officer
Management Representative
Asst. general Manager (True Value) JPN & VN
Manager (True Value) JPN & VN
CCM VN & JPN
Refurbishment Coordinator
HR Manager
Data Entry Operator
Asst. Manager (True Value) JPN & VN
CCE VN & JPN
HR Executive
T.L. (Sourcing)
T.L. (Sales)
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Sourcing Executives
Sales Executives
2.4 POLICIES AND PROCEDURES
Mandovi Motors follows ISO 9001:2008 Quality Management System. Mandovi pledge to make quality a way of life, through commitment to continual improvement in customer satisfaction and adhering to Quality Management System. The quality management principles are as follows Customer focused organization-strive to exceed customer expectations.
Leadership to establish unity of purpose and direction.
Involvement of people at all levels.
Process approach for efficient utilization of resources.
System approach to management for effectiveness and efficiency.
Continual improvement in overall performance.
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Factual approach to decision making based on the analysis of data and
information.
Mutually beneficial supplier relationship to enhance ability of both and
create value. System procedures have been defined and the following standards are arrived Sales Operations Standard. Service Quality Standard. POC Operations Standard. Spares Operations Standard. HR Operations Standard.
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2.5 SERVICES
Some of the services provided by Mandovi to its customer to satisfy its customers are as follows. MARUTI ON ROAD SERVICE 24 hour on road service vehicle which will service customer vehicle any time when they get stranded on the road. TOWING SERVICE When the vehicle met with an accident Mandovi provides the towing in service from the spot to the workshop. PICK AND DROP SERVICE On customer request maintenance, repair is done duly picking up the car from customer residence and dropping it back after service. REPLACEMENT VEHICLE Customer gets a replacement vehicle in case repair work for his car is not done in 24 hours. SHUTTLE SERVICE When a customer drops his car in the morning for service, the shuttle vehicle drops him back to the important locations in Bengaluru. Indian Academy School of Management Studies Page 26
PERIODIC FREE CHECK UP A set of customer gets selected for a free check u of vehicles. The campaigns are done based on the seasonal needs like monsoon check-up, during rainy season, AC check-up during summer season etc. FREE REPEAT JOBS Any repair work done if the problem repeats within a month that is considered as repeat job. All such jobs are done free of labour charges. SERVICE MARKET REMINDERS The history of each car repaired is maintained, database is reviewed on daily basis and customer is reminded that his car is due for service through sms, tele call or email. POST SERVICE FOLLOW UP Each customer is called after 72 hours of service and repair, feedback is taken with regard to quality of service. Any complaints will be resolved within 48 hours.
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2.6 PRESENT STATUS: GROWTH
Mandovi started its operations in the year 1984 and completed 27 years of association with Maruti Suzuki India Limited. Mandovi has consistently registered growth in sales and service load in all these years From one sales outlet and one service outlet during 1984, today Mandovi has 16 Showrooms and Sales Information Centers, 18 Workshops and 5 Showrooms for Used Car Sale (True Value)..
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2.7 FUTURE ACTIVITIES
FUTURE STRATEGY The future strategy is to reach out to customers in the ever expanding spheres of sales and service. Being intensely customer focused, they strive to exceed customer expectation by adhering to system approach to management and adapt to changes based on customer expectation. FUTURE PLAN The future plan includes Upgrading of all existing out-lets with required skill-sets in the human resource
and infrastructure.
Continuously improving processes at all the outlets for efficient utilization of
resources and further improve the customer service.
Setting up of new outlets for sales and after sales service at strategic
locations.
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CHAPTER 3 DEPARTMENTAL STUDY 3.1 HR DEPARTMENT
HR is an acronym for human resources, that element within a company which deals with the human aspects/needs of workers. Many companies have an HR department, which may provide a broad range of services to its employees. Some who work in HR are considered part of the department, but many people outside of such a department may have something to do with not just the financial aspects of work, but also the human element of employing workers. The Human Resource Department deals with management of people within the organisation. There are a number of responsibilities that come with this title. First of all, the Department is responsible for hiring members of staff; this will involve attracting employees, keeping them in their positions and ensuring that they perform to expectation. It is responsible for organisation of people in the entire Company and plans for future ventures and objectives involving people in the Company. The Human Resource Departments main objective is to bring out the best in their employees and thus contribute to the success of the Company. HR is one of the important department of the dealership organization.
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An Organisation Study on Mandovi Motors Pvt Ltd Sustainability of dealership depends on retention of quality manpower at management and technical departments.
HR department monitors Advertising available jobs, screening applicants, setting up interviews and potentially hiring applicants.
Recruitment through reference, campus and advertisement.
Organizes manpower motivation program.
Monitors performance appraisal key parameters.
Organize in house and external training programs to enhance competency of man power.
Top management will review quarterly the HR activities.
Handling
complaints
about
employer
abuses,
sexual
harassment,
discrimination or hostile work environment charges.
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An Organisation Study on Mandovi Motors Pvt Ltd THE STRUCTURE OF THE HR DEPARTMENT
Deputy General Manager ( HR )
HR Manager
Training Manager
HR Executive
Trainers
SELECTION PROCESS
The selection of employees are carried out in the following manner.
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JOINING FORMALITIES New Member is required to submit without fail certain document and details as prescribed in the offer letter/letter of Intent. Passport size and stamp photos, Certificate of Education, Experience Certificates, residential address proof, relieving letter and salary slip of previous employment and medical fitness certificate.
EMPLOYEE KIT To get adjusted to the work and to learn the business process in a smooth way employee kit is given to the employee. Certain set of handbooks, uniforms, identity card stationeries, code of conduct.
COMPENSATION
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An Organisation Study on Mandovi Motors Pvt Ltd Salary is paid on before 7th of each month. Salary break ups are briefed in a letter of appointment. For employees knowledge is given about his/her pay system. Leave can be availed only with prior permission. An employee can avail earned leave of 18 days and CL 12 days only after confirmation and 1year of service. Apart from above 5 national general holidays and 5 festival holidays are given. IDENTITY CARD Is issued to all the employees and will be valid up to 3 years. In case of loss of ID cards, the same should be reported to the HR department. PROBATION Every newly joined employee is kept on probation for a minimum period of 6month to maximum of 2year.
DRESS CODE Every permanent employee is provided uniform it should be worm as per company rules. TRANSFER POLICY Based on business requirement the employee transfer is processed through management decision. Employee service will be transferred to any branch or department of M/s Mandovi Motors Pvt Ltd, anywhere in Karnataka due to exigencies of work and also to its sister concerns if required.
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An Organisation Study on Mandovi Motors Pvt Ltd COMMUNICATION Communication in the organization is based on the following
Daily/weekly/monthly meeting Notice boards Circulars Mails/telephones Mandovi happening, an in-house magazine.
PERFORMANCE MANAGEMENT SYSTEM It is a method of evaluating the performance of the employee in a proper manner to give a proper growth in respect to responsibilities, positions and compensations as well. Based on his/her achievement, promotion/increment/rewards will be given in a suitable way. It identifies areas of improvement and facilities for training, improves performance and transparency in a management system. EXIT INTERVIEW Exit interview is done to those employees who retire or resign from the company. Employee will need to fill the exit interview form, to understand the reason for separation and get some suggestions for an improvement. Also no due form needs to be a signed by concerned departmental heads and submitted to HR manager. TRAINING Indian Academy School of Management Studies Page 35
Training is given to employees to enhance his/her performance, efficiency in the job, to keep abreast with the latest technology, market condition and to retain the existing man power. The training givens are two types: Internal External
EMPLOYEE WELFARE
BIRTHDAY CELEBRATION AT WORKPLACE Birthday of employees are celebrated on a particular day of the month at different units. SUGGESTION SCHEME A suggestion box located at each unit. Here the employee can give his/her suggestion which will be evaluated by a panel of evaluators, who will in turn verify and reward them suitably. MANDOVI ANNUAL DAY IN ALL LOCATION Annual day is celebrated yearly once to celebrate and facilitate the employees for get together as a family. They review themselves and they award the top performers who have contributed the whole year. FESTIVAL ADVANCE/SALARY ADVANCE AND LOANS Is given to the permanent employees based on certain criteria once in a financial year which will be recovered on EMI basis for particular number of months. Indian Academy School of Management Studies Page 36
An Organisation Study on Mandovi Motors Pvt Ltd MERITORIAL AWARD TO EMPLOYEES CHILDREN FOR ACADEMIC EXCELLENCE This is given to children of confirmed employees who excel in their academic (X & XII standards). It applies to only one child per year and if both parents are employee of Mandovi then only one of them can claim this award. ACCIDENT INSURANCE This policy covers emergency situations, specially accidents which may occur either in company or outside of the company. GROUP MEDI CLAIM POLICY Scheme for employees and their family members where an employee need to pay 60% of the premium and the rest 40% is borne by the management. HUM TUM SAATH SAATH (LOW PERFORMERS COUNSELING) This is done in order to motivate to employees who are showing low performance in their job. A maximum time is given and training imparted to the employees to motive their performance. PERFORMANCE BASED REWARD SCHEME The top performer in various categories is rewarded from time to time. This reward includes certificate/memento and it is personally presented by MD.
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An Organisation Study on Mandovi Motors Pvt Ltd QUARTERLY INTERNAL MAGAZINE-MANDOVI HAPPENING Mandovi happening is an internally based quarterly magazine which gives insight of things happening in and outside Mandovi an initiative by HR department. COUNSELING Is done to certain employees who are either identified by departmental head are HR manager. Employees can also approach the HR manager voluntarily and things are kept very confidential. GRATUITY This is applicable as per the law. An employee who has completed 5 continuous year of experience in the organization is eligible to get gratuity. GRIEVANCE HANDLING Grievance is handled by HR manager through certain defined procedure and grievance handling cell is constituted to attend the aggrieved at the earliest. The report of the same should be submitted with observation to the CEO. CORPORATE SOCIAL RESPONSIBILITY CSR: Corporate Social Responsibility is a part of responsibility that any organization owes to the society and through which the organization can get a good brand image. Mandovi has also contributed towards this concern by the following good work.
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An Organisation Study on Mandovi Motors Pvt Ltd Advertisement related to road safety.
Bus shelters for general public at various places.
Signal boards for RTO at different part at Mysore.
Campus interview at colleges (ITI, DIPLOMA... etc)
Job fair A way in which the company provides an opportunity in giving employment to the employed.
On the job training for ITI students.
Project for students for various professions.
Eco - Friendly Green workshops.
Blood donation camps.
Fund raising for natural calamities
CAREER GROWTH
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An Organisation Study on Mandovi Motors Pvt Ltd The career growth is based on the experience level and also based on the proficiency level of a person. The following figure shows the career growth for employees in service and sales department.
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3.2 ADMINISTRATION AND FINANCE DEPARTMENT
The finance department is one of the most important departments in a business, as it helps provide the financing and accounting information necessary to make various decisions. However, this department has a role that encompasses a number of duties. The finance department is responsible for keeping track of all sales and capital spending at a business.
PROFIT AND LOSS The finance department should provide management with a profit-and-loss statement that will show the overall strengths or weaknesses of a business. UPDATE MANAGERS Managers need the most current information to make the best decisions for their departments. The finance department has a duty to provide them with the most
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An Organisation Study on Mandovi Motors Pvt Ltd accurate and timely information possible. This would include information such as costs to produce a product.
DGM Accounts
Manager Accounts
Senior executive Accounts
Executive Accounts
Cashier
At Mandovi Tally accounts software is used for accounting. Monthly trial balances are taken of each outlet, profits, income and expenditure is monitored.
Quarterly review of business finance results is done and actions are arrived to reduce costs and improve profits.
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An Organisation Study on Mandovi Motors Pvt Ltd Half yearly and annually balance sheets are generated as per the statutory requirements. Total working capital deployed 40 crores. Current ratio- 1. Return on capital employed 18%. Earning before interest depreciation tax- 25%. Debt equity ratio- 0.75. Annual turnover- 400 crores.
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3.3 SALES DEPARTMENT
A sale is the act of selling a product or service in return for money or other compensation. It is an act of completion of a commercial activity.
Sales department of Mandovi Motors to all means of communications to promote their products and services Promotion had four distinct elements
Advertising newspaper, pamphlets.
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An Organisation Study on Mandovi Motors Pvt Ltd Public relations events conducted in Garuda or other mall in Bangalore, exhibitions, trade fairs.
Word of mouth telecalling and sales force.
Point of sale.
3.3.1 PDI AND STOCKYARD

Pre- delivery inspection is an important process for a car dealership. In this department trained technical supervisors will unload the new vehicles received from Maruti Suzuki follow the check list for inspection and ensure the vehicle is Okayed and certifying that the vehicle is ready for delivery and communicate to sales department.
The inventory, proper storage and safety of the vehicles are managed in this department with proper stock yard.
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3.3.2 PRE-SALES PROCESS
The main function of this department is to identify new customers for Maruti Suzuki cars. The sales executives identify the customers through various sources like Walk-in, reference, advertisement, promotions etc. The demonstration and test drive is given to the customer by sales executives. The Team Managers assists further in providing financial facility through various banks like SBI, ICICI, HDFC etc. Based on customer need, close the sale and deliver the vehicle. CUSTOMER CARE AT SALES Page 46
Customer feedback is obtained for customer experience at various
processes from pre-sales to delivery. Customer Satisfaction index is measured monthly and corrective actions are taken for further improvement.
Post sales follow up is done to understand voice of customer with regard
to sales experience at Mandovi. Any dissatisfaction, the complaint is resolved within 48 hour. Periodically customer meets are conducted to have customer feedback on the product and service and is reported to MSIL (Maruti Suzuki India Limited) for further improvement.
Quarterly Internal audit of all the sales process are conducted and
corrective actions are taken on weak areas.
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3.3.3 AFTER SALES SERVICE PROCESS
Service Quality Standards are clearly defined, which is been followed at all MSIL workshops. SERVICE INITIATION PROCESS
When the customer arrives at workshop, the service advisor attends him within 5 minutes, listens o his demanded repairs, goes for a test drive if necessary, inspects and provides clarity to customers with regard to the recommended repairs. He also provides cost of repair estimate and time commitment for completion of the repair work. SERVICE PROCESS AT SHOP FLOOR
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An Organisation Study on Mandovi Motors Pvt Ltd Based on the type of repair, commitment of time, the supervisor allocates the vehicles to the mechanics and monitors the repairs work at various stages and ensures the vehicle is ready before 30 minutes of the promise time and ensures final inspection of the jobs done. Finally, washing is done and the vehicle is kept ready for delivery. DELIVERY PROCESS
Customer is reminded once the vehicle is ready. Upon arrival of the customer, the service advisor who opened the job card in the morning attends to him explains the jobs done on the vehicle, explains the charges for the jobs done upon customer satisfaction, he delivers the vehicles duly collecting the invoice amount.
CUSTOMER CARE AT SERVICE
Regular Measurement of CSI (Customer Satisfaction Index) is done monthly, based on customer feedback received. CSI is measured monthly and corrective actions are taken on the week process. Post service follow up is done for every
Page 49
An Organisation Study on Mandovi Motors Pvt Ltd customer after 72 hours of service, feedback obtained and any complaints are resolved within 24 hours.
3.3.4 SPARES
Spare parts are monitored through warehouse professional software designed by MSIL is being used to monitor Consumption pattern Inventory ageing Critical Parts ABC and XYZ analysis.
Every day urgently required spares not available list is generated based on feedback from all workshops and spares are obtained within 48 hours.
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3.3.5 MARUTI GENUINE ACCESSORIES
Mandovi Motors also deals with Maruti Genuine Accessories. Maruti Genuine Accessories (MGA) is a new initiative to offer you high quality accessories at competitive prices. It follows world class engineering and design processes to develop each and every item of MGA. Every MGA item has perfect mechanical and electrical compatibility with the vehicle and offers unmatched performance. These include: Alloy wheels Door Visors Carpets
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An Organisation Study on Mandovi Motors Pvt Ltd For Lamps Designer Mats Stereo System Security system Seat & Body covers
3.4 SERVICE DEPARTMENT
Mandovi is the authorized dealer for Maruti Suzuki India Limited.
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It sells and does after sales service for all Maruti Suzuki cars. For rendering of quality after sales service, the organization structure, resources machines and equipments and procedures are followed as per Service Quality Standards. Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customer expectation.
3.5 MAJOR PROBLEMS
Mandovi has multiple workshops in Bengaluru; there is internal competition between the workshops to grab new customers. Few workshop had the access
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An Organisation Study on Mandovi Motors Pvt Ltd to data over a following up of customers for after sales service. This resulted in multiple calls to a single customer by different workshops resulting customer irritation. Few workshops couldnt follow up the customers because of non availability of data. Solution - The control of data distribution was centralized and every fortnight top management distributed the leads to different workshops based on geographic location and the problem got solved. Mandovi Motors was facing the shortage of inventory, spares etc.. due to communication gap between various departments. Solution - The top management will continuously monitor the various processes periodically and gives feedback to the middle management and down the level as and when the corrective actions are required. Some of the analysis are listed below
Stock analysis Periodically detailed stock analysis is carried out and communicated to middle management of the group to take initiative to liquidate stock ageing.
Daily monitoring Top management monitors key parameters on daily basis and communicate to middle management the status and action required.
Pending booking analysis Periodically pending bookings are reviewed, analyzed and middle management is alerted to follow up and close the sale.
Some of the analysis are listed below for regular process improvement Lost case analysis. Page 54
An Organisation Study on Mandovi Motors Pvt Ltd Repeat job analysis. Delays deliver analysis. Spares ageing analysis. Re-visit analysis.
CHAPTER 4 SWOT ANALYSIS
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4.1 STRENGTH
Experienced and committed manpower in the top management.
Excellent brand value in the market.
Largest after sales network in Karnataka.
Customer focus orientation of the top management.
Effective system approach to management.
1st automobile dealer in Dakshina Kannada to get the AV Belgium ISO9001:2008 certification for quality standards and procedures.
1st automobile dealer in south Asia to have Hunter Safe Lane (complete brake suspension and wheel alignment diagnostic test.)
1st automobile dealer in Karnataka to build eco friendly workshop which is located at Mangalore with passive solar cooling design.
4.2 WEAKNESS
Attrition in trained manpower.
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An Organisation Study on Mandovi Motors Pvt Ltd Proficiency level of second line manpower in the dealership.
In house training mechanism, identification of training need and competency measurement needs improvement.
Majority of the workshop are built on lease property.
4.3 OPPORTUNITY
Growth in the Passenger car market.
Manufacturers strength to which any type of price war in the market.
Huge volume for After Sales Service.
Huge product mix to generate volume.
4.4 THREAT
Addition of new outlets and dealership resulting in reduction of market share.
Global players entering mid car segment.
Impact of global phenomena on Indian economy.
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Growing customer expectation.
CHAPTER 5 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
Page 58
5.1 FINDINGS
Mandovi has a good brand image in the market.
All the workshops are over crowded and sometimes anxiety for delivery of vehicles.
customer
shows
There is lack of personal attention during peak period (especially between 5 p.m and 7 p.m) at workshops.
Vehicle parking, road test and final inspection process are not efficiently done.
Mandovi is involved in Corporate Social Responsibility such as Blood Donation Camp
Free Emission Checkup Camp
Eco Friendly Green Workshop in Mangalore.
Mandovi motors contribute atleast six social institutions every year.
5.2 CONCLUSIONS
Indian Academy School of Management Studies Page 59
Mandovi Motors has helped me in accomplishing the objective of organization study.
Customer has the choice. The market is finding lot of dealerships and workshops.
Leverage Mandovis brand value, establish more facilities for the customers at the right vehicle population areas and be proactive in anticipating customer expectations through feedback.
Mandovi believes in customer satisfaction and are providing quality service to the customer.
Mandovi has a well structured organization where the feedback from various departments are taken and necessary action is taken to improve the process.
The attrition rate is very high in Mandovi motors.
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5.3 RECOMMENDATIONS
The movement from customer satisfaction to customer delight should happen through
Individual attention to each customer.
Doing the job right first time.
Need to reduce the attrition level by providing additional benefits to the employees along with the salary.
Infrastructure for after sales should be further customer packets.
expanded to service large
Mandovi motors should establish Eco-friendly green workshop at all its centres.
Parking is an important factor as the days go special attention to be given to ensure enough parking bays at any workshops and showrooms.
Manpower retention is very important. Regular motivational programs to retain manpower need to be planned.
Page 61
An Organisation Study on Mandovi Motors Pvt Ltd The competency of manpower need to be measured as this is an important factor to work towards customer delight. Leverage Mandovis brand image for customer retention and track each individual customer.
E- Commerce is an important media in the future for business generation. Improve company website and make it interactive.
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BIBLIOGRAPHY
1. Mandovi
motors,
2011;
accessed
and
retrieved
from
http://www.mandovimotors.in on August 14, 2011.
2. http://business.mapsofindia.com/automobile. Business maps of india.com,
August 1, 2011.
3. http://www.fadaweb.com/role_of_dealers.htm. Federation of Automobile
Dealers Associations, July 20, 2011.
Page 63

4. Mandovi Motors. Mandovi 25th year anniversary (Magazine). Number 25,
(August 2011): pp.1-40.
Page 64

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An Organisation Study on Mandovi Motors Pvt Ltd

CHAPTER 1 INTRODUCTION 1.1 AUTOMOBILE DEALERS AND SERVICES

Indian Academy School of Management Studies

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

1.2 AUTOMOBILE DEALERS AND SERVICES IN INDIA

Indian Academy School of Management Studies

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd depression in demand.

The environment, looking ahead, is

importance of contact with customers. Every manufacturer will need to strive

Indian Academy School of Management Studies

customer satisfaction, the company has opened

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

Indian Academy School of Management Studies

AUTOMOBILE DEALERS AND SERVICES IN KARNATAKA

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

1.4 OBJECTIVES OF THE STUDY

To know the service quality & standards maintained in the company.

To understand the structure of the organisation. Page 12

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

To know the vision and mission of the organisation.

To know the various departments and their responsibilities.

To determine the corporate social responsibility carried out by the organisation.

To understand the strength, weaknesses, opportunity, threat.

To get an exposure to the different functions of the organization and

understand how they are performed and coordinated.

CHAPTER 2 PROFILE OF THE ORGANISATION

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

2.1 HISTORY OF THE ORGANIZATION

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

First Dealer in Karnataka to cross a sale of 100,000 cars.

Only Dealer in Karnataka to service more than 17,500 cars every

First Auto dealership to get ISO Certification in Karnataka.

First Maruti dealer in India to get Top position in JD Power

Mandovi has the turnover of 400 crores per year.

Indian Academy School of Management Studies

1999 1999 1999 1999 2000 2000 2002

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

2002 2002 2002 2003 2003

2005 2005 2005 2008

2008 2008 2008 2008 2009

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

2009 2009 2009 2009 2009

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

2.2 VISION AND MISSION AND QUALITY POLICY

Indian Academy School of Management Studies

An Organisation Study on Mandovi Motors Pvt Ltd

2.3 ORGANISATIONAL STRUCTURE

SHOWROOM AND STOCKYARD Chief Executive Officer Management Representative

Sr. Executive Admin

HR Executive Exe (Stockyard) Supervisor (PDI)

Sr. Exe (Systems) Sr. Manager (sales) Customer Care Manager

Sr. Exe (PreDel)

Cust. Care Exe.