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1 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

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MBA 10008049

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EXECUTIVE SUMMARY

The aim of marketing is to meet and satisfy the needs and wants of the customers. India has long-term potential to become a significant vehicle market. It has huge population of nearly one billion people (of which 150-250 million are middle class), and a current vehicle population of 3.5 million (equivalent to only 3.4 cars per 1000 people).

In spite of numerous market deterrents, the Indian automotive market has become the focus of attention
In spite of numerous market deterrents, the Indian automotive market has become
the focus of attention as several major auto manufacturers have announced large capital
investment plans to be carried out in the near future.
Prior to the early 90‟s there were only four car companies manufacturing and
selling cars in India. Foreign investment was effectively banned and foreign technology
transfers were subject to government approvals. By 1993 the Indian government deli-
censed the Indian car industry, which eased other foreign auto manufacture‟s entry into
the market first under joint partnerships, then wholly owned subsidiaries. Currently, India
is in the midst of an economic-recovery where vehicle sales rose 47 percent to 73,000
units in March 2000, up from 49,410 units in March 1999. The Indian passenger car
industry has grown more than ten times in the last ten years with sales increasing to more
than 4lakh vehicle.

The global automotive car market is growing at a rate of only 4% per annum. Fortunes of the automobile industry will continue to hinge on the large, price sensitive customer, who will take time to graduate to the higher end of the market. Unite then the small car will continue to drive demand. And that is the eventuality that most of the car- manufacturers are gearing up for.

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Topic of the study:

"A study on Market potential for Toyota Etios car in Hubli city"

Objectives of the study:-

  • To ascertain the awareness level about Toyota „Etios‟.

 To know different factors which influences to buy Toyota „Etios‟.  To study the importance
To know different factors which influences to buy Toyota „Etios‟.
To study the importance of Brand name while purchasing a car.
Customer Satisfaction level with existing product (car).
Management problem:
Hubli-Dharwar is a one of the important commercial market of Karnataka and
there are lots of potential people who can buy Toyota Etios. As the Etios is the new
model launched by the Toyota in the mid size car segment, there is need to find the
market potential for Toyota Etios. So this has been objective behind selecting the topic.
This will help the company people the market potential of Toyota Etios.
Benefits of the Study:

This project was an opportunity for Toyota Etios will help the company at various information regarding awareness of Toyota Etios and importance given to aesthetics while purchasing a car.

  • Importance given to Brand name while purchasing a car.

  • Importance given to the Price while purchasing a car.

  • Importance given to Comfortness, safety etc while purchasing a car.

  • Interest level of people to buy Toyota Etios.

  • Percentage of people willing to have test drive of Toyota Etios.

  • Customer satisfaction level with the existing product.

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MBA 10008049

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

Benefits to Me from this Study:

It will help me in understanding:-

 The market for mid size cars in general and market in Hubli city in particular
The market for mid size cars in general and market in Hubli city in particular
Customers Decision Making Process while purchasing a car.
Customer‟s choices of brands while purchasing mid size segment cars.
It will help in understanding, reviewing and suggesting improvements in creating
a market for „mid size segment car‟.
Limitations:
I faced difficulty in collecting data because of busy schedule of the respondents.
Because of the busy schedule respondents may not have answered properly which
may not hold true in case they would have been given lot of time to answer.
It was difficult to get information from the organization guide due to their busy
schedule.
Methodology

The term methodology refers to the process, principals and procedures by which the problems are approached and answers are seeked. The method chosen by an individual are gently influenced by his/her assumptions and interests.

Type of Research:-

Descriptive market research

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Data collection:

The data is collected from two source namely primary and secondary data.

Primary Data:

The primary data will be collected through questionnaires and discussions. Secondary Data: The secondary data was
The primary data will be collected through questionnaires and discussions.
Secondary Data:
The secondary data was gathered from different Books, Company profile,
Internet.
Data Presentation:
The data collected will be represented in the form of tables and graphs.
Sampling Population
The people of the Hubli city.
Sampling unit:
Business people, Professionals, Employees, college students of Hubli city.
Sample Size:

100

Sampling Method:

Samples are going to be select on Non probability convenient sampling method.

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Findings of the study:-

As Toyota is a leading automobile maker and has a good response from the Indian market so most of the respondents are aware of Toyota automobiles.

It‟s seen that 87% of the respondents are aware of Toyota Etios.

 86% of respondents are giving main preference to Brand name while making buying decision. 
86% of respondents are giving main preference to Brand name while making
buying decision.
67% of respondents said Mileage is Most important while buying a car.
44% of respondents give Most important to price factor, where 41% of customers
say it is important.
57% of customers say Safety is Most important, & 27% says its Important factor.
83% of customers
satisfied.
are
satisfied with their car,
&
14%
of customers are not
Suggestions:
Price, Mileage, performance, safety & brand name are the main attributes which
are going to grab the market share for Etios and hence this should be highlighted
in advertisement & make them to know.

Also the Dealer should place attractive hoardings of the Toyota brands at Strategic locations in Hubli city.

Services after sales should be improved to overcome the service barriers.

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  • Personal contact should be done to the potential customer so as to convenience the customers as there is lot of varieties of mid size cars in the market.

Conclusion:

It is a great privilege to me to study in the esteemed organization that has helped me to procure immense knowledge about the working of the organization. I would conclude that Shodha Toyota is one of the Best Organizations dealing in selling of the

vehicle produced by the world‟s largest car manufacturing company. Based on the data analysis, I conclude
vehicle produced by the world‟s largest car manufacturing company.
Based on the data analysis, I conclude that when consumer purchases a car: Price,
Mileage, Safety and brand name of car influence him to buy a car, and also customers
choose the well quality cars.
The study helped me to gain valuable insights in Opportunity Analysis and
Consumer Behavior, towards potential for Toyota Etios. This project titled has been a
knowledge gaining experience for me. By interacting with the respondents and making
visits to the customers, I have been able to understand that understanding customers is an
art and it takes a very strong brand image for a company to retain itself in the market.

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CHAPTER 1 1.INTRODUCTION
CHAPTER 1
1.INTRODUCTION

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INTRODUCTION TO STUDY:

The automobile sector has today become one of the vital areas in markets. Various upcoming features have enhanced the global competition in today's Automobile sector. Implementing new technologies, new features and considering the customers preference are the important factors for the company's existence in the competitive market. So if the company wants to face the competition, it has to have the update knowledge of the consumer tastes and preference. Our research is undertaken to study the market potential for Toyota Etios car in Hubli City.

INDIAN AUTOMOBILE HISTORY
INDIAN AUTOMOBILE HISTORY

During the 1920s, cars exhibited design refinements such as balloon tires, pressed-steel wheels, and four-wheel brakes. The origin of automobile is not certain. In this section of automobile history, we will only discuss about the phases of automobile in the development and modernization process since the first car was shipped to India. We will start automotive history from this point of time. The automobile industry has changed the way people live and work. The earliest of modern cars was manufactured in the year 1895. Shortly the first appearance of the car followed in India. As the century turned, three cars were imported in Mumbai (India). Within decade there were total of 1025 cars in the city. The dawn of automobile actually goes back to 4000 years when the first wheel was used for transportation in India. In the beginning of 15th century Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. By 1600s small steam-powered engine models was developed, but it took another century before a full-sized engine-powered vehicle was created. The actual horseless carriage was introduced in the year 1893 by brothers Charles and Frank Duryea. It was the first internal-combustion motor car of America, and it was followed by Henry Ford's first experimental car that same year.

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AUTOMOBILE INDUSTRY IN INDIA

The Automotive industry in India is one of the largest in the world and one of
The Automotive industry in India is one of the largest in the world and one of the
fastest growing globally. India's passenger car and commercial vehicle manufacturing
industry is the seventh largest in the world, with an annual production of more than 3.7
million units in 2010. According to recent reports, India is set to overtake Brazil to
become the sixth largest passenger vehicle producer in the world, growing 16-18 per cent
to sell around three million units in the course of 2011-12. In 2009, India emerged as
Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and
Thailand.
As of 2010, India is home to 40 million passenger vehicles and more than 3.7
million automotive vehicles were produced in India in 2010 (an increase of 33.9%),
making the country the second fastest growing automobile market in the world.
According to the Society of Indian Automobile Manufacturers, annual car sales are
projected to increase up to 5 million vehicles by 2015 and more than 9 million by 2020.
By 2050, the country is expected to top the world in car volumes with approximately 611
million vehicles on the nation's roads.
Current Scenario:
The Indian automobile industry crossed a landmark with total vehicle production
of 10 million units.
Car sales during the year 2009 is 8, 93,934 units in March 2009 by rising 1.09%
over 8, 84,313 units in March 2008.
Snippets
India, sourcing base for global auto majors.
By 2012, India is expected to witness over Rs 40,000 crore of investment.
Passenger car and motorcycle segment is set to grow by 8-9%.
Commercial vehicle to grow by 5.2 per cent.
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INDIAN AUTOMOBILE INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9 per cent.

Facts & Figures

India, in auto sector, is turning to be a sourcing base for the global auto majors.
India, in auto sector, is turning to be a sourcing base for the global auto majors.
The passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming
couple of years, says the ICRA report. The industry is likely to maintain the growth
momentum picked up in 2009-10. The ICRA's analysis points on the auto sector that the
passenger car market in the country was inching towards cars with higher displacements.
The sports-utility-vehicle that was getting crowded every day, would witness intense
competition as many SUVs had been competitively priced, the report said. Honda,
Suzuki, Toyota, General Motors and Hyundai, the global automakers had already
launched their premium SUVs in the market to broaden their portfolio and create product
excitement in the segment estimated at about 10,000 units annually. Heavy commercial
vehicles market would rise at 5.5 per cent and sales of light buses and trucks would
achieve 4.7 per cent growth. For the tractors, the report predicts a growth at 4.6 per cent.
Automobile industry

The first auto vehicle rolled out in India at the end of 19th century. Today, India is the 2nd largest tractor and 5th largest commercial vehicle manufacturer in the world.

Vehicle production

India is the 11th largest Passenger Cars producing countries in the world and 4th largest in Heavy Trucks. Toyota Motor Corporation is the 3rd largest auto manufacturer in the world. It is currently the 7th largest car maker in India.

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Graph Showing Turnover of automotive Industry in India

GROSS TUNROVER OF THE AUTOMOBILE INDUSTRY IN INDIA Year (IN USD MILLION) 2004-05 20,896 2005-06 27,011
GROSS TUNROVER OF THE AUTOMOBILE
INDUSTRY IN INDIA
Year
(IN USD MILLION)
2004-05
20,896
2005-06
27,011
2006-07
34,285
2007-08
36,612
2008-09
38,238
Conversion Rate Rs.40 = 1 USD

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CHAPTER 2 2. TOYOTA COMPANY OVERVIEW
CHAPTER 2
2. TOYOTA COMPANY
OVERVIEW

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COMPANY HISTORY

The Toyota Motor Co. Ltd was first established in 1937 as a spin-off from Toyota Automatic Loom Works, one of the world's leading manufacturers of weaving machinery.

Japan‟s “King of Inventor” Sakichi Toyota headed the Toyota Automatic Loom Works. The patent rights to
Japan‟s “King of Inventor” Sakichi Toyota headed the Toyota Automatic Loom
Works. The patent rights to one of this machine had been sold to Platt Brothers (UK) and
provided the seed-money for the development and test building of Toyota's first
automobiles. August 1997 marked the 60th anniversary of TMC.
Headquartered in Aichi, Japan, Toyota Motor Corporation, commonly known as
Toyota, was founded by Kiichiro Toyoda in 1937. Toyota Industries, to manufacture
automobiles. Vehicles were originally sold under the name Toyoda, from the family
name of its founder. World's Third largest automaker, Toyota stepped in the indian
markets through a collaboration with the Kirloskar Group in 1997, launching its flagship
sedan, Corolla. Toyota, the engineering prodigy, has offered the Indian market with its
ace models like Toyota Camry, Corolla, Land Cruiser, Prado, Altis and Innova

Production systems were improved in the late 1950s, culminating in the establishment of the 'Toyota Production System. It came to known as TPS in 1970 but was established much earlier by Taiichi Ohno. Based on the principles of Just-in-time and Kaizen, the system is a major factor in the reduction of inventories and defects in the plants of Toyota and its suppliers, and it underpins all our operations across the world.

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Toyota launched its first small car in 1947. Production of vehicles outside Japan began in 1959 at a small plant in Brazil, and continued with a growing network of overseas plants. Toyota believes in localizing its operations to provide customers with the products they need where they need them; this philosophy builds mutually beneficial in long-term relationships with local suppliers and helps the company to fulfill its commitments to local labor.

Over and above manufacturing, Toyota also has a global network of design and 'Research and Development
Over and above manufacturing, Toyota also has a global network of design and 'Research
and Development facilities embracing the three major car markets of Japan, North
America and Europe.
In every community in which the company operates, Toyota strives to be a responsible
corporate citizen; close relationships with people and organizations in the local
community are essential contributors to mutual prosperity. Across the world, Toyota
participates enthusiastically in community activities ranging from the sponsorship of
educational and cultural programmers to international exchange and research.
Today, Toyota is the world's third largest manufacturer of automobiles in unit sales and
in net sales. It is by far the largest Japanese automotive manufacturer, producing more
than 5.5 million vehicles per year, equivalent to one every six seconds.
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About Toyota Kirloskar Motor Ltd Toyota Kirloskar Motor Ltd. (TKML) was founded on 6 October 1997,India after Maruti Suzuki, Hyundai, Tata, Mahindra, Chevrolet, and Ford. The TKML is practicing Toyota Production System at their plant at Bidadi, Bangalore. The Toyota Production System was born out of need. The two pillars that this system is based on are Just In Time and Automation. The Toyota Production System relies on absolute elimination of waste as essential. Toyota is by far the largest Japanese automotive manufacturer, producing more than 4.5 million vehicles per year, equivalent to one car manufactured every six seconds. Toyota's plant in India is situated at Bidadi, Karnataka, which is a green belt Toyota's commitment to preserving environment is very high. Toyota all over the world provides a wide selection of innovative, reasonable priced and high- quality products through an exclusive dealer network with the best sales and aftersales service at global Toyota standards. Timely customer feedback through the service network also allows the company to respond to emerging customer needs and introduce new products tailored to the Indian Market. TKML sold 74,759 vehicles in India in the year 2010 registering a growth rate of 38% compared to 2009 sales. On 16 March 2011, it announced that it was increasing production to 2,10,000 vehicles per annum due to increase in demand for its models especially the Etios and Fortuner. 16 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE " id="pdf-obj-15-2" src="pdf-obj-15-2.jpg">
About Toyota Kirloskar Motor Ltd Toyota Kirloskar Motor Ltd. (TKML) was founded on 6 October 1997,India after Maruti Suzuki, Hyundai, Tata, Mahindra, Chevrolet, and Ford. The TKML is practicing Toyota Production System at their plant at Bidadi, Bangalore. The Toyota Production System was born out of need. The two pillars that this system is based on are Just In Time and Automation. The Toyota Production System relies on absolute elimination of waste as essential. Toyota is by far the largest Japanese automotive manufacturer, producing more than 4.5 million vehicles per year, equivalent to one car manufactured every six seconds. Toyota's plant in India is situated at Bidadi, Karnataka, which is a green belt Toyota's commitment to preserving environment is very high. Toyota all over the world provides a wide selection of innovative, reasonable priced and high- quality products through an exclusive dealer network with the best sales and aftersales service at global Toyota standards. Timely customer feedback through the service network also allows the company to respond to emerging customer needs and introduce new products tailored to the Indian Market. TKML sold 74,759 vehicles in India in the year 2010 registering a growth rate of 38% compared to 2009 sales. On 16 March 2011, it announced that it was increasing production to 2,10,000 vehicles per annum due to increase in demand for its models especially the Etios and Fortuner. 16 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE " id="pdf-obj-15-4" src="pdf-obj-15-4.jpg">

About Toyota Kirloskar Motor Ltd

Toyota Kirloskar Motor Ltd. (TKML) was founded on 6 th October 1997, as a joint venture between Toyota Motor Corporation, Japan and the Kirloskar Group. Toyota Motor Corporation is the 3rd largest auto manufacturer in the world. It currently is the 7th largest car maker in India after Maruti Suzuki, Hyundai, Tata, Mahindra, Chevrolet, and Ford. The TKML is practicing Toyota Production System at their plant at Bidadi, Bangalore.

The Toyota Production System was born out of need. The two pillars that this system is
The Toyota Production System was born out of need. The two pillars that this
system is based on are Just In Time and Automation. The Toyota Production System
relies on absolute elimination of waste as essential.
Toyota is by far the largest Japanese automotive manufacturer, producing more
than 4.5 million vehicles per year, equivalent to one car manufactured every six seconds.
Toyota's plant in India is situated at Bidadi, Karnataka, which is a green belt Toyota's
commitment to preserving environment is very high.

Toyota all over the world provides a wide selection of innovative, reasonable priced and high- quality products through an exclusive dealer network with the best sales and aftersales service at global Toyota standards. Timely customer feedback through the service network also allows the company to respond to emerging customer needs and introduce new products tailored to the Indian Market.

TKML sold 74,759 vehicles in India in the year 2010 registering a growth rate of 38% compared to 2009 sales.

On 16 March 2011, it announced that it was increasing production to 2,10,000 vehicles per annum due to increase in demand for its models especially the Etios and Fortuner.

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VISION & MISSION
VISION
&
MISSION

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Mission

Our mission is to design, manufacture and market, automobiles that offer global standard and Quality that
Our mission is to design, manufacture and market, automobiles that offer global standard
and Quality that exceeds customer expectations and provides superior value and excellent
after sales service.
Vision
 Contribute to the Indian Industry and economy through technology transfer,
human resource development and vehicles that meet global standards at a
competitive price.
Contribute to the well – being and stability of team members.
 Contribute to the overall growth of its business associates and in the automobile
Industry.

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Technology Transfer

“Growing Together “

Toyota

“Technology Transfer”

Production System Guided by the principle of "Growing Together", Toyota Group companies have contributed to the
Production
System
Guided by the principle of "Growing Together", Toyota Group companies have
contributed to the growth of the automotive industry in each country they operate in,
through strong partnerships based on a high level of localization and technology transfer.
Along with manufacturing and sales activities, Toyota Group companies provide
extensive know-how related to product development, manufacturing and sales through
technological transfers to local corporations. And those corporations also transfer
technology to their affiliate companies. In this manner, manufacturing and sales levels
will be steadily improved on a broad basis.

Toyota products made in India have become increasingly competitive as a result of continual, comprehensive improvements made ill operations. The introduction of the world-famous Toyota Production System and cutting-edge technology has advanced industrial innovation. Our professionals in manufacturing and sales contribute to higher competitiveness and the growth of Indian industries in this new century.

Toyota branded vehicles rank annually among the world's highest-quality cars in third party surveys of customer satisfaction.

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Environment, Technology and Employment

Toyota is committed to manufacture technically advanced and environment friendly products. Our plant at Bidadi surrounded by a greenbelt, meets high environmental standards and has also obtained ISO 14001 certification on 26th April 2001.

Toyota has always believed that the best way to serve society is by providing automobiles that
Toyota has always believed that the best way to serve society is by providing automobiles
that will not only make people happy, but will also be environment friendly. Wastewater
at TKM is collected and purified to a level that can be used for fishponds and rice fields.
To realize high quality vehicle production at reasonable prices, Toyota seeks the best
balance between human resources and advanced robot technology.
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Strengths: 1. Toyota Motor Corporation (TMC) is the world‟s largest vehicle manufacturer by production and sales.
Strengths: 1. Toyota Motor Corporation (TMC) is the world‟s largest vehicle manufacturer by production and sales.
Strengths: 1. Toyota Motor Corporation (TMC) is the world‟s largest vehicle manufacturer by production and sales.
Strengths: 1. Toyota Motor Corporation (TMC) is the world‟s largest vehicle manufacturer by production and sales.
Strengths:
1.
Toyota Motor Corporation (TMC) is the world‟s largest vehicle manufacturer by
production and sales.
2.
Toyota Motor Corporation is the part of “Toyota Group” one of the biggest
conglomerates in the globe.
3.
Toyota is best known for environmentally safe, Quality, durability, reliability, and
value for money and convenient.
4.
In 1997, Toyota began manufacturing of the globe‟s best-selling hybrid car, the
Prius.
5.
The principles and beliefs based on Continuous Improvement and Respect for
People.
6.
Toyota has very strong presence in Europe due to the accomplishment of Toyota
Team Europe.
7.
It presently maintains more than 16 percent of the US market.
8.
For the year 2005, Toyota ranked 8 on Forbes 2000 directory of the world‟s
leading companies.
9.
Toyota‟s sales had risen 9.2 percent mostly on demand for Camry sedans and

Corolla 10. It has initiated new technologies including first bulk-produced hybrid gasoline- electric automobile which had two million sales worldwide in 2010. 11. For the first quarter of 2008, Toyota was number one in worldwide vehicles sales.

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Weaknesses:

  • 1. Toyota was badly hit by the 2008 financial crisis and declared its first annual loss in 70 years history.

  • 2. In May, 2009, Toyota Motor Corporation reported a record yearly net loss of US$4.2 billion.

3. In 2005, Toyota faced criticism because of large-scale re-call and quality issues. 4. Toyota offers
3.
In 2005, Toyota faced criticism because of large-scale re-call and quality issues.
4.
Toyota offers most of its brands in the Japan and United States, where as
competitors‟ get global efficiency.
Opportunities:
1.
Joint ventures with French motoring companies Peugeot and Citroen has provided
various opportunities for the company to produce cars in France.
2.
In 2009 quoting declining production numbers, the State Bank of India (SBI)
decreased interest rates on automotive loans.
3.
North American consumers shifted to more fuel-efficient and higher-quality
product of European and Japanese automakers.
4.
Indian GDP is about 6% which indicate a better economy and infrastructure in
Indian rural sides which can sustain growth and improvement of poverty in
economy.
  • 5. Produce fuel-efficient, less prize, higher-quality and smaller automobiles that can attract the consumers.

  • 6. Government of China reduced automotive taxes in order to support declining sales.

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Threats:

  • 1. The financial Meltdown resulted in liquidity deficit in the U.S banking system which ultimately decreased consumer wealth.

  • 2. Industry is facing adverse impact of fluctuations in foreign currency conversion rates.

3. Increased competition, market saturation, forceful marketing campaigns and rising competitive pressures. 4. Increasing maintenance costs
3.
Increased competition, market saturation, forceful marketing campaigns and
rising competitive pressures.
4.
Increasing maintenance costs of vehicles, rising fuel price and changing customer
preference are challenging threats.
TOYOTA COMPETITORS
International
National
Nissan
Tata
Fiat
Maruti Suzuki
Honda
Ford
Range Rover & Land Rover
Honda
Volkswagen
Skoda
Audi
Hyundai
Chevrolet
General Motors
Renault
Mahindra
Ford
Volkswagen
Mitsubishi
Skoda
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Toyota Motor Corporation Global Vision
Toyota Motor Corporation
Global Vision

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TOYOTA MOTOR CORPORATION (TMC) has established the basic concept for “2011 Global Vision- a company-wide management outlook that sets the direction for long-term management. TMC President Fujio Cho announced the details of this

vision within the company today, calling on all to “take on the challenges of innovation

with complete passion and dedication”.

“2011 Global Vision” evolved from the course outlined in “2005 Vision”, which TMC set in 1996.
“2011 Global Vision” evolved from the course outlined in “2005 Vision”, which
TMC set in 1996. Since then, Toyota has positioned the early part of the 21st century as
its “Second Founding Period” and has been engaged in efforts to realize harmonious
growth. But current conditions have convinced Toyota that it is now time to: create new
dreams for future growth; determine the direction in which to proceed; and carry out
concrete reforms. These conditions include global political, economic and social trends,
as well trends toward next-generation technologies, such as environmental and
information technologies, and various changes in the management environment.
Centered on the basic theme “Innovation into the Future”, the core objective of
“2011 Global Vision” is to set a course for a more prosperous society based on making
things and technological innovation. It proposes the corporate image for which all of
Toyota should strive and the paradigm change Toyota should undergo with consideration
toward what society is expected to be like in the 2011‟s.

Since its foundation, Toyota has sought to contribute to society by “making things” and “making automobiles”. Toyota plans to break down the contents of this paradigm change for easier linkage to an internal reform movement that aspires to create a global corporation where each employee is passionate about future growth and about building a prosperous society in the new century.

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4 Innovations for the Future

1.

Toward a Recycling-based Society

As we move toward a “recycling society” on a global scale, demands are rising that

we move away from the era of large-scale production and large-volume consumption and disposal toward a recycling based society that promotes conservation of resources, reusing and recycling. Toyota will endeavor to become a leader of global regeneration through its outstanding environmental technologies.

2. Toward the Age of ITS and Ubiquitous Networks Information and telecommunications technologies are advancing, the
2.
Toward the Age of ITS and Ubiquitous Networks
Information and telecommunications technologies are advancing, the use of IT in
automobiles is progressing, mobile information services are improving dramatically, and
transport infrastructure and infrastructure-respondent preventive safety are developing.
Against this backdrop, Toyota will aim to be a leader in creating vehicles and a motorized
society in which people can live safely, securely and comfortably.

3.

Toward Development of Motorization on a Global Scale

Motorization is advancing in China and other emerging markets and people around the world are enjoying the high degree of mobility afforded by automobiles. In order to promote this, Toyota will expand the appeal of automobiles throughout the world and largely increase the number of fans of Toyota, resulting in Toyota being able to include in its view a global share of about 15% early on in the 2011‟s.

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  • 4. Toward a Matured Society

As nationalism steadily declines and respect for all peoples expands throughout the world, global companies are shifting toward societies where people of a variety of nationalities and ethnicities can engage in lively exchanges of ideas. Toyota seeks to become a truly global enterprise that is respected by all peoples around the world.

Paradigm change To become the corporation of our future vision, Toyota will boldly undertake a worldwide
Paradigm change
To become the corporation of our future vision, Toyota will boldly undertake a
worldwide review of existing corporate structures, frameworks and methods and
implement a paradigm change in order to address issues such as development of a wide
range of cutting-edge technologies, construction of corporate structures that can be
successful in global cost competition, global expansion of business, product development
that responds sensitively to the immediate market, establishment of efficient local
management and construction of sales structures suitable for individual markets.

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CHAPTER 3

3.ORGANIZATION PROFILE
3.ORGANIZATION
PROFILE

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TOYOTA MOTORS PVT LTD SHODHA TOYOTA

About Shodha Motors

Shodha Toyota consists of the following Board of Directors:

Group CEO : Mr. R G Kulkarni Managing Director : Mr. Prasad Deshpande Director : Mrs.
Group CEO
:
Mr. R G Kulkarni
Managing Director
:
Mr. Prasad Deshpande
Director
:
Mrs. Meghana Deshpande.
Director
:
Mrs. Kalpana Nayak
Mr. Prasad
Deshpande (MD)
Mr. R.G. Kulkarni
(Group CEO)

Shodha Toyota is engaged in Sales and Service of Toyota Vehicles. Shodha Toyota covers 12 district of Northern Karnataka. The CEO R.G. Kulkarni, heads Shodha Toyota, who looks after all the 3S (i.e., Sales, Service and Spare Parts) activities of the organization.

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The organization chart reveals that it has 3 departments, Administration and Accounts department, Sales department and lastly Service department.

Administration and Accounts department consists of Finance and Admin Manager, followed by Human Resource Officer, Accounts Officer, Cashier, Maintenance Officer, Receptionist and EDP Officer.

The Sales department consists of Sales Manager, Assistant Sales Manager, Showroom Sales Officers, Field sales Officers
The Sales department consists of Sales Manager, Assistant Sales Manager,
Showroom Sales Officers, Field sales Officers and finance sales officer.
The Service Department comprises of Service manager, who is responsible for
both the spares and service activities. The service department consists of Parts-In charge,
Parts-Assistants, Accessories-In charge, Warranty Clerk, Service Advisors, Job
Controller, Chief General Technicians, Technicians, Washers, Cleaners, Painter and
lastly Gardeners.

Qualis is a quality proven multipurpose vehicle, which was launched in the year 2000. The organization has a strong sales team, which sells more than 30 vehicles in a month. It also conducts various promotional activities as and when required.

The service is also not weak in serving the vehicles. Minimum 10 vehicles per day come for service. The service team provides a satisfactory service to the customers. This can be verify by Customer Relation Officer who is always in touch with the customers and follows up the customers which includes both purchased as well as serviced one.

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The organization believes in “KAIZEN” principle, where in each individual and process has to improve continuously.

Shodha Toyota is situated on Poona- Bangalore NH, 11Kms from Hubli. Hubli is a business center and is well connected by road, rail and air.

The customer base includes Industrial houses, Businessmen, Government Departments and others. They have implemented Quality Management System in accordance with ISO-9001: 2000 and they are in the process of obtaining the desired result.

Shodha Toyota, Hubli, is the latest to join the network of exclusive Toyota '3S' dealership. '3S',
Shodha Toyota, Hubli, is the latest to join the network of exclusive Toyota '3S'
dealership. '3S', which signifies Sales, Service & Spare parts under one roof, is Toyota's
unique approach to customer care and service. The Sales, Service and Spare Parts officers
in the Dealership have been given extensive training by Toyota.
Shodha Toyota is one of the first of its kind in Hubli, similar to other Toyota Dealerships
in India, meeting Toyota International Standards. It is fully equipped with state-of-the-art
tools & equipment and necessary spare parts, from the day of commencement of its
operations. Mr. S. Yamazaki Managing Director, Toyota Kirloskar Motor Ltd., in
presence of the Honorable Minister for Large & Medium Industries, Govt. of Karnataka,
Mr. R. V. Deshpande, the Deputy Managing Director of TKML, Mr. K. K. Swamy, and
Director of Marketing - TKML, Mr. S. Aoki, inaugurated the facility on 29th April 2001.

Qualis, launched as a premium MPV a year ago, conforms to the global Toyota Standard. Toyota Qualis is poised in a category all to itself, having set new benchmarks for Quality, Reliability and Perfom1ance. It is powered with most efficient 2.4L diesel engine and comes in different variants, and conforms to Euro standards by wide margins.

Toyota Qualis launched in January 2000, has 35% market share in the MPV segment, selling 21,785 Qualis (domestic sales) in its first year of operation itself, exceeding its yearly target of 20,000 units. 2001 saw a demand for Qualis on the rise, with record sales of 3,010 units in March alone.

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Strength of the Organization:

Toyota believes that an organization gets its strength from its employees. We cultivate a corporate culture that truly reflects the qualities of 'Continuous Improvement' and 'Respect for People' in all our activities, collective and individual. We not only encourage employees to give their suggestions on improving our products, practices and work environment, but also reward them for their valuable inputs.

Total employees = 173 as per Aug 2011. Working hours of employment: In Shodha Toyota, the
Total employees = 173 as per Aug 2011.
Working hours of employment:
In Shodha Toyota, the employees work for eight hours per day.
Service
Sales
Admin & Finance
9:00am
To
6:00pm
9:30am
To
6:30pm
9:30am
To
6:30pm
On Sundays- 10.00 am to 2.00pm (OT will be given)
Attendance Maintenance:
The presence of an employee can be verified by the attendance register, wherein
each employee has to sign it twice (morning and after launch) as a day is divided in two
parts (1 st half day and second half day).
Canteen Facility:

The employees as well as customers can enjoy the food in organization it. Shodha Toyota has a canteen facility where in the employee gets subsidized food where as customers get the same thing at a cheaper rate.

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FACILITIES

Shodha Motors - Hubli

Showroom Service Reception Spare parts Warehouse Events PROMOTIONS
Showroom
Service Reception
Spare parts Warehouse
Events
PROMOTIONS

Monsoon Campaign

Smiles

Toyota Genuine Life Long Body Coating

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SHODHA TOYOTA MISSION STATEMENT “TOTAL CUSTOMER SATISFACTION IS OUR MISSION” TO ACHIVE THIS WE WILL ALWAYS
SHODHA TOYOTA MISSION STATEMENT
“TOTAL CUSTOMER SATISFACTION IS OUR MISSION”
TO ACHIVE THIS WE WILL ALWAYS STRIVE TO IMPROVE PROCESSING CONTINUOUSLY
AND DELIVER QUALITY SERVICE AS PER CUSTOMER NEEDS AND THUS BUILD
“CUSTOMER FOR LIFE”

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RESPONSIBILITIES OF TOP MANAGEMENT:-

1. To define and document mission statement and quality objectives for the organization. 2. To set-up
1.
To
define and
document
mission
statement
and
quality objectives
for
the
organization.
2.
To
set-up
organization
structure
by
defining
levels
of
authority
and
responsibilities.
3.
To define the authority and responsibility for taking corrective and preventive
actions for the non-conformances observed in the QMS.
4.
To plan for quality by providing required resources to the personnel.
5.
To recruit and to provide adequate training to motivate personnel in all areas of
objectives.
6.
To review the performances of all the functional departments and overall
performance of the unit with respect of quality.
  • 7. To plan for quality with the help of process based approach. An approach for all process to achieve the desired results.

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Objectives of the Organization

Managing Director in co-ordination with General Manager has defined following quality objectives for Shodha Toyota.

  • 1. To understand and define customer vehicle requirements clearly and executing the order as per the sales process so as to achieve 100% customer satisfaction.

2. To procure spare spare parts and materials from approved suppliers and keep optimum stock levels
2.
To procure spare spare parts and materials from approved suppliers and keep
optimum stock levels so that customer requirements are fulfilled.
3.
To understand and define customer service needs clearly and executing them as
per service process so as to achieve 100% customer satisfaction.
4.
To allocate work to competent personnel and improve their competence through
effective training.
5.
To improve process continuously at every opportunity.
  • 6. To maintain pressure free environment, hygienic facilities and clean, atmosphere with an aim serve people and society.

  • 7. To meet the requirements all interested parties, via suppliers, directors, employees, Toyota Kirloskar Motors Ltd, suppliers, statutory and regulatory bodies with an aim to enhance stake holder‟s satisfaction.

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DEPARTMENTS SALES DEPARTMENT SALES MANAGER Assistant Assistant Sales Manager Sales Manager (6 Dist.) (6 Dist.) Field
DEPARTMENTS SALES DEPARTMENT SALES MANAGER Assistant Assistant Sales Manager Sales Manager (6 Dist.) (6 Dist.) Field

DEPARTMENTS

SALES DEPARTMENT

SALES MANAGER Assistant Assistant Sales Manager Sales Manager (6 Dist.) (6 Dist.) Field Field Field Field
SALES MANAGER
Assistant
Assistant
Sales Manager
Sales Manager
(6 Dist.)
(6 Dist.)
Field
Field
Field
Field
Field
Field
Field
Field
Sales
Sales
Sales
Sales
Sales
Sales
Sales
Sales
Officers
Officers
Officers
Officers
Officers
Officers
Officers
Officers
(Belgaum
(Dwd dist.
(Belgaum
(Gulb &
(Davanager
(Raichur)
(Bellary &
(Bagalkot
Rural)
& Gadag)
City)
Bidar)
i)& Haveri)
Koppal)
&

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It is an important part of the Shodha Toyota, Hubli it mainly comprises of sale of utility Vehicle and passenger cars namely Qualis, Corolla and Camry. The Toyota Sales Process has six modules, which follow the steps in Toyota sales Process.

These modules include:

1. Preliminary Activities 2. Approach and Qualifying 3. Presentation and Demonstration 4. Negotiation and Closing 5.
1.
Preliminary Activities
2.
Approach and Qualifying
3.
Presentation and Demonstration
4.
Negotiation and Closing
5.
Delivery
6.
Follow Up
1.
Preliminary Activities:
Preliminary Activities include collection of all databases of the customers and
generation of the yearly sales target activity takes place. The general Manager and the
Sales Manager plan this activity. Sales target are set for that particular year. Further it
also includes monthly sales planning which depends on the ability of the sales officer and
the potential area of the monthly sales targets will be allocated to each sales officers.
2.
Approach and Qualifying:

Sales territory of Shodha Toyota is distributed within 12 districts. Each district has one Assistant sales Manager who collects the information of the customers and informs the sales Manager. Here then the sales Manager sends direct mail advertising about the vehicle of the customer.

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 Sales letter  Circulars  Price list  Catalogs  Leaflets  Pamphlets  Broacher
Sales letter
Circulars
Price list
Catalogs
Leaflets
Pamphlets
Broacher
Postal
Qualifying includes whether the customer is a potential buyer. People may be targeted
according to their standard of living, designation and their ability to pay.
3.
Presentation and demonstration:
Once the customer approach the showroom the presentation and demonstration activity is
carried out. This activity includes display of the vehicle and features such as safety and
security, style and design, interiors, information regarding the engine are brought into
light.
4.
Negotiation and closing:

Once the customer decides to buy the vehicle the sales manager negotiates with him and further documentation takes place. Once the customer is satisfied the deal is closed. He will be given some other special benefits like financial options, free one-year insurance and other such schemes.

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  • 5. Delivery:

After the execution of the above - mentioned activities Delivery of the vehicles takes place.

6. Follow Up: Responsibilities of the showroom extent not only after the sales of the vehicle
6.
Follow Up:
Responsibilities of the showroom extent not only after the sales of the vehicle but there is
an extend courtesy which includes a phone call from the sales Department on the 3 rd day,
followed by a “thank you” Letter along with a phone call by the sales Manager and a
photograph taken on the date of the delivery of the owner.

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RESPONSIBILITIES OF SALES MANAGER

  • 1. To Plan set target and sales of vehicles.

2. Monitoring daily targets of all sales officers. 3. Conducting sales meeting regularly 4. Monitoring daily
2.
Monitoring daily targets of all sales officers.
3.
Conducting sales meeting regularly
4.
Monitoring daily customer / weekly reports enquires.
5.
Ensuring effective territory coverage by sales officers.
6.
Achievements of sales target.
7.
Identifying the inventory and provide inventory to sales officers.
8.
Interaction for event / promotional activities with TKM
9.
Coordinating Customer Relationship Management
10.
Motivating sales officers, their performance review and periodic appraisal.
11.
Co-ordinating training program.

12.

To ensure show room housekeeping, perfect condition of display vehicles and test drive vehicles.

13.

To attend management review meeting and indicating corrective and preventive actions.

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SERVICE DEPARTMENT

Head Customer Service Manager-Service Manager-Parts Accessories Sales Parts Assistant Service Advisor Job Controller Officer Warranty Chief
Head Customer Service
Manager-Service
Manager-Parts
Accessories Sales
Parts Assistant
Service Advisor
Job Controller
Officer
Warranty
Chief
Chief
Chief
Clerk
Gen.
Gen.
Tech
Tech.
Tech.
(Body &
Paints)
Gen
Gen
Gen
Gen
Gen
Gen
Gen
Gen
Gen
Gen
Tec
Tec
Tec
Tec
Tec
Tec
Tec
Tec
Tec
Tec
Washing
Denter Body
Paint Tech
Tech
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Head Customer Service, heads workshop or servicing departments, he is assisted by a service Manager. 3 Service Advisors, a job Controller and a Part in charge then assist the service Manager.

When a vehicle is brought for servicing, then service Manager refers it to any of the
When a vehicle is brought for servicing, then service Manager refers it to any of
the advisors, who then prepares a job card, jots down the problems, what the customer‟s
complaints are about? He then gives advises for repairs, replacements and then further
process of repairs and general check up starts that is when the responsibility is handed
over to the Chief Technicians who carry on the work on the work and after all mechanical
work is completed, the vehicle is sent to washing where the outer body is given the water
wash and the interiors are given air blow.
In the same way accident cases are dealt with and the procedures for repairs goes
hand in hand with the insurance agent who inspects the vehicle and then gives orders for
further repairs. On an average 15 vehicles are serviced in a day.

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RESPONSIBILTIES OF SERVICE MANAGER

The service Manager is the leader of the dealer service workshop He is responsible to:

1. Plan, lead, Organize and control the service department. 2. Analyze and ensure customer satisfaction. 3.
1.
Plan, lead, Organize and control the service department.
2.
Analyze and ensure customer satisfaction.
3.
Direct Staff towards Customer oriented thinking.
4.
Oriented Dealer organization in accordance with customer needs.
5.
Co-ordinate service and warehouse operation
6.
Observe dealership Guidelines and fulfill manufacture‟s priority tasks.
  • 7. Generate profit for the dealership, monitor cost effectiveness, analyze major service indicators and develop market for dealership.

  • 8. Manage service shop infrastructure, environmental and safety issues.

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ADMINISTRATION DEPARTMENT

Administration Departments looks about the financial aspects of the company. The accounts department at Shodha Toyota
Administration Departments looks about the financial aspects of the company.
The accounts department at Shodha Toyota is fully computerized and Finance/
Administrator heads it. The other persons under the Finance / Administrator are human
Resource Officer, Accounts Officer, Electronic Data Processing Officer, Cashier,
Receptionist and Housekeeping supervisor.
All the information regarding the financial aspects is maintained in the computers.

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Liva New Etios
Liva
New Etios

Corolla Altis

Liva New Etios Corolla Altis 47 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

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Prius Fortuner New Land Cruiser MBA 10008049 48
Prius
Fortuner
New Land Cruiser
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Innova New Land Cruiser Prado Camry 49 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

Innova

New Land Cruiser Prado
New Land Cruiser Prado

Camry

Innova New Land Cruiser Prado Camry 49 MBA 10008049 INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

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NDTV Car & Bike Awards 2011:  Ista Green Award – Prius  Sub-Compact Sedan of
NDTV Car & Bike Awards 2011:
 Ista Green Award – Prius
 Sub-Compact Sedan of the year – Etios
Subros Car & Bike India Awards 2011:
 Engine of the year – Altis Diesel
 Green Technology of the year – Prius
Auto India:
 Best Brand Awards 2011 – Toyota
 Most Eco-friendly – Toyota
Over Drive CNBC TV 18 Awards 2011:
 Car of the year – Toyota Etios
 Mid Size Car of the year - Toyota Etios
 Green award of the year – Prius
Bloomberg UTV Auto Car Award 2011:
 Saloon car of the year 2011 – Etios
 Green Award of the year – Prius
NDTV Car & Bike Awards 2011:  Ista Green Award – Prius  Sub-Compact Sedan

TNS Award Total Customer Satisfaction Study Qualis,

Corolla & Camry 2010.

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Overview of Toyota Etios Toyota Etios - An outstanding combination of compact size and avant-garde technology.
Overview of Toyota Etios Toyota Etios - An outstanding combination of compact size and avant-garde technology.

Overview of Toyota Etios

Toyota Etios- An outstanding combination of compact size and avant-garde technology. Toyota Motor Corporation the 3rd largest auto manufacturer in the world has launched its highly awaited sedan, Toyota Etios on Dec 1 st 2010. This is the first ever and the last (as per the company) low cost sedan from Toyota stable. Toyota Etios is available in 6 colors comes with 5 variants namely Toyota Etios J, Toyota Etios G, Toyota Etios G safety, Toyota Etios V and Toyota Etios VX, from Rs 4.96 lakhs to 6.86 lakhs.

Toyota Etios is targeted at masses in India. As per the company, to develop this people's
Toyota Etios is targeted at masses in India. As per the company, to develop this people's
car, over 2,000 engineers were engaged to give it small size without compromising on the
eye-catching interior, Power, Performance and Higher fuel economy. The exterior of the
car is sporty and sharp. Front face of the Toyota Etios looks like a smiling face of human
with dimples at cheek (headlamps).
Toyota has promised to provide world class technology and quality with the Toyota
Etios. The design concept for the car is Bold Simplicity which is referred to affordable
luxury and functionality in one machine. This will compete with the Tata Indigo CS, Maruti
Swift Dzire, Tata Indigo Manza, Chevrolet Aveo and the Ford Fiesta. Toyota holds a tremendous
brand recognition and reputation in India. This new innovation of Toyota, Etios sedan comes
equipped with 1.5 litre petrol engine. The Toyota Etios engine will produce 90 PS of
peak power at 5600 rpm. The engine generates maximum torque of 132 Nm at 3000 rpm.
This simply indicates huge power hidden in this vehicle.
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Toyota Etios is available in 5 variants namely:  Toyota Etios J  Toyota Etios G
Toyota Etios is available in 5 variants namely:
Toyota Etios J
Toyota Etios G
Toyota Etios G safety
Toyota Etios V
Toyota Etios VX
Toyota Etios Q Class – Sedan (Available now only in Petrol, Diesel will be launched in
September 2011).
Toyota Etios is available in 6 different colors: Symphony Harmony Serene Vermilion Celestial White Silver Beige
Toyota Etios is available in 6 different colors:
Symphony
Harmony
Serene
Vermilion
Celestial
White
Silver
Beige
Bluish Silver
Red
Black
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TECHNICAL SPECIFICATION OF TOYOTA ETIOS:

Car Dimensions Length (mm) Width (mm) Height (mm) Ground Clearance (mm) Wheel Base (mm) : 4265
Car Dimensions
Length (mm)
Width (mm)
Height (mm)
Ground Clearance (mm)
Wheel Base (mm)
:
4265
:
1695
:
1510
:
170
:
2550
Kerb Weight (Kgs.)
:
915
Capacity
Fuel Tank Capacity (Litres)
:
45
Seating Capacity
:
5
Trunk Capacity (Litres)
:
595
Engine Details
Engine Model
Displacement (CC)
Cylinders
Max. Torque
Max. Power
No of Valves
Valve Mechanism
:
2NR-FE
:
1496
:
4
:
:
132 Nm @ 3000 rpm
90 PS @ 5600 rpm
:
16
:
DOHC
Transmission
Fuel Efficiency & Performance
Highway (kmpl)
Overall (kmpl)
FuelType
:
18
:
17.6
:
Petrol
Steering & Brakes
SteeringType
Minimum Turning Radius
:
(Electronic) Power Assisted
:
4.9
Front Brakes
:
Ventilated Disc
Rear Brakes
:
Drum
Suspension & Wheels
Front Suspension
Rear Suspension
Wheel Type
Wheel Size
Tyres
:
:
:
:
:
MacPherson Strut
Torsion Beam
Steel
14 Inches
175/65 R14
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INTERIOR

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FEATURES OF TOYOTA ETIOS: Comfort & Convenience         
FEATURES OF TOYOTA ETIOS: Comfort & Convenience         

FEATURES OF TOYOTA ETIOS:

Comfort & Convenience             Air
Comfort & Convenience
Air conditioner with Heater & Clean Air Filter
Power Windows
Electric Power Steering
Central Locking
Cooled Glove Box
Front Cabin Lights
Front Power Outlet (12V)
Sporty Front Headrest
Pillow Type Rear Headrest
Tilt Steering
Digital Tripmeter
Speakers 4
Interior Features
Internally Adjustable ORVM
Luggage Room Lamp
7 Bottle Holders (1 Litre)
Front Door Pockets
Rear Door Pockets
Day/Night Inside Rear View Mirror
Driver - Side Sunvisor
Remote Fuel Lid Opener
Remote Tailgate Opener
Assist Grip with Coat Hook 3
Exterior Features
Body Coloured Bumpers
Side Protection Moulding Chrome Insert
Intermittent Wiper
Tubeless Tyres
Full Wheel Caps
Chrome Garnish on Boot
Front Grille Chrome Ornament
12 Spoke Sporty Alloy Wheels
Safety Features
Immobilizer
Keyless Entry
Door Ajar Warning
ABS (Anti-Lock Braking System)
EBD (Electronic Brake Distribution)
SRS Airbags
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Advantages:

  • Good Performance

  • Reliability

  • Value for money

  • Good mileage

 High power and torque for high speeds and great pickup. Disadvantage:  Long waiting for
High power and torque for high speeds and great pickup.
Disadvantage:
Long waiting for delivery.
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CHAPTER 4 4. METHODOLOGY
CHAPTER 4
4. METHODOLOGY

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Methodology

The term methodology refers to the process, principals and procedures by which the problems are approached and answers are seeked. The method chosen by an individual are gently influenced by his/her assumptions and interests.

For this project both primary and secondary data are required, hence both types of data have
For this project both primary and secondary data are required, hence both types of data
have been collected.
The study method involves the following:
Framing the objectives of the study
Based on the objectives determine the means of data collection.
Framing of Questionnaire.
Analyzing the data.
From the analyzed data interpret the results.
From the results determine the satisfaction level.
Finally suggestion, conclusions and recommendations based on the interpreted
results.
1.
Survey:

It is a systematic gathering of information from the respondents for the purpose of understanding and or predicting some aspects of behavior of population of interest. It provides data on attitude, feeling beliefs, past and intended behavior, knowledge, ownership, personal characteristics and other descriptive items.

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Questionnaire

We use questionnaire as a research tool consisting of a series of questions and other prompts for the purpose of gathering information from respondents and statistical analysis of the responses were made later. It is comprised of closed-ended questions. In closed-ended questions respondent pick an answer from given options.

Research Approach Exploratory research: Exploratory research is concerned with discovering the general nature of the problem
Research Approach
Exploratory research:
Exploratory research is concerned with discovering the general nature of the problem
and the variable that relate to it. Exploratory research is characterized by high degree of
feasibility and it tends to rely on secondary data.
Data collection approach
To carry out this research, primary data and secondary are collected.
Primary data (survey data)
It refers to the systematic collection of information directly from respondents. This data is
collected for the descriptive research. The survey data collected during the study includes
the data collected through questionnaire and face-to-face interview with customer to
know about the consumer behavior and their interest level.

Secondary data

The first step in data collection approach is to look for secondary data. Usually it is the data developed for some purpose other than for helping to solve the problem at hand. Secondary data are collected through various magazines, internal experts, and website.

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Measurement Techniques Used:

 Tables  Graphs Sampling Population The people of the Hubli city. Sampling unit: Business people,
Tables
Graphs
Sampling Population
The people of the Hubli city.
Sampling unit:
Business people, Professionals, Employees, college students of Hubli city.
Sample Size:
100
Sampling Frame
The people who own the four wheeler cars.
Sampling Method:
Samples are going to be select on Non probability convenient sampling method.

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CHAPTER 5 5. ANALYSIS AND INTERPRETATION
CHAPTER 5
5. ANALYSIS AND
INTERPRETATION

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Analysis & Interpretation:-

1. Occupation

Table 1 Occupation Cumulative Occupation Frequency Percent Valid Percent Percent Employee 48 48.0 48.0 48.0 Businessman
Table 1
Occupation
Cumulative
Occupation
Frequency
Percent
Valid Percent
Percent
Employee
48
48.0
48.0
48.0
Businessman
38
38.0
38.0
86.0
Professional
12
12.0
12.0
98.0
Politician
1
1.0
1.0
99.0
Others
1
1.0
1.0
100.0
Total
100 100.0
100.0
Graph 1

Interpretation:

Table 1 reveals that 48% of respondents are employees, 38% are Businessman, 12% are professionals, 1 politician and 1 student.

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2.

Annual Income

Table 2 Cumulative Annual incomes Frequency Percent Valid Percent Percent Less than 2 lakh 2-4 lakh
Table 2
Cumulative
Annual incomes
Frequency
Percent
Valid Percent
Percent
Less than 2 lakh
2-4 lakh
4-6 lakh
More than 6 lakh
Total
3 3.0
3.0
3.0
29
29.0
29.0
32.0
49
49.0
49.0
81.0
19
19.0
19.0
100.0
100 100.0
100.0
Graph 2

Interpretation:

Table 2 reveals that 49% of respondents are having their annual income between 4-6 lakh, 29% of respondents between 2-4 lakh, 19% of respondents are having their annual income more than 6 lakh, and 3% of respondents have annual income less than 2 lakh.

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  • 3. Do You Own A Car?

Table 3 Cumulative Frequency Percent Valid Percent Percent Yes 97 97.0 97.0 97.0 No 3 3.0
Table 3
Cumulative
Frequency
Percent
Valid Percent
Percent
Yes
97 97.0
97.0
97.0
No
3 3.0
3.0 100.0
Total
100
100.0
100.0
Graph 3

Interpretation:

Table 3 reveals that 97% of respondents own a car and 3% of respondents do not own a car.

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  • 4. Which Company Car Do You Own?

Table 4 Cumulative Company‟s Frequency Percent Valid Percent Percent Missing 3 3.0 3.0 3.0 Toyota 17
Table 4
Cumulative
Company‟s
Frequency
Percent
Valid Percent
Percent
Missing
3 3.0
3.0
3.0
Toyota
17
17.0
17.0
20.0
Maruti suzuki
26
26.0
26.0
46.0
Tata
25
25.0
25.0
71.0
Honda
5 5.0
5.0
76.0
Ford
14
14.0
14.0
90.0
others
10
10.0
10.0
100.0
Total
100 100.0
100.0
Graph 4

Interpretation: From the above graph 26% of respondents own Maruti Suzuki, 25% of respondents own Tata products, 17% of respondents own Toyota, 14% own Ford, 5% own Honda, 10% others & 3% of respondents do not own car.

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  • 5. Are You Satisfied With The Car You Are Presently Using?

Table 5 Cumulative Frequency Percent Valid Percent Percent Missing 3 3.0 3.0 3.0 Yes 83 83.0
Table 5
Cumulative
Frequency
Percent
Valid Percent
Percent
Missing
3 3.0
3.0
3.0
Yes
83
83.0
83.0
86.0
No
14
14.0
14.0
100.0
Total
100 100.0
100.0
Graph 5

Interpretation:

From the above graph 83% of respondents are satisfied with their car, 14% of respondents are not satisfied & 3% of respondents do not own car.

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  • 6. Will you shift or change your existing car in future?

Table 6 Change Cumulative of car Frequency Percent Valid Percent Percent Missing 3 3.0 3.0 3.0
Table 6
Change
Cumulative
of car
Frequency
Percent
Valid Percent
Percent
Missing
3 3.0
3.0
3.0
Yes
48
48.0
48.0
51.0
No
49
49.0
49.0
100.0
Total
100 100.0
100.0
Graph 6

Interpretation:

From the above graph 49% of respondents said they don‟t change their car, 48% of respondents says that they may shift their existing car in future, & 3% of respondents did not own a car.

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  • 7. Do You Intend To Buy New Car?

Table 7 Buy a Cumulative car Frequency Percent Valid Percent Percent Yes 63 63.0 63.0 63.0
Table 7
Buy a
Cumulative
car
Frequency
Percent
Valid Percent
Percent
Yes
63
63.0
63.0
63.0
No
37
37.0
37.0
100.0
Total
100 100.0
100.0
Graph 7

Interpretation:

Table 7 reveals that 63% of respondents said that they intend to buy a new car. And 37% of respondents said No.

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  • 8. In What Price Range Would You Like To Buy Car?

Table 8 Cumulative Price range Frequency Percent Valid Percent Percent Missing 1-3 lakh 3-6 lakh 6-9
Table 8
Cumulative
Price range
Frequency
Percent
Valid Percent
Percent
Missing
1-3 lakh
3-6 lakh
6-9 lakh
above 9 lakh
Total
37
37.0
37.0
37.0
1 1.0
1.0
38.0
13
13.0
13.0
51.0
30
30.0
30.0
81.0
19
19.0
19.0
100.0
100 100.0
100.0
Graph 8

Interpretation: Table 8 reveals that 37% of respondents do not plan to buy new car, 30% of respondents would like to buy car between 6-9 lakh, 19% above 9 lakh, 13% between 3-6 lakh, 1% of the respondent from 1-3 lakh.

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  • 9. Do you give importance to brand name while purchasing a car?

Table 9 Cumulative Brand Frequency Percent Valid Percent Percent Yes 86 86.0 86.0 86.0 No 14
Table 9
Cumulative
Brand
Frequency
Percent
Valid Percent
Percent
Yes
86
86.0
86.0
86.0
No
14
14.0
14.0
100.0
Total
100 100.0
100.0
Graph 9

Interpretation:

From the above graph 86% of customers are Brand conscious. And 14% of respondents are not brand conscious.

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  • 10. Are you aware of Toyota Etios?

Table 10 Cumulative Frequency Percent Valid Percent Percent Yes 87 87.0 87.0 87.0 No 13 13.0
Table 10
Cumulative
Frequency
Percent
Valid Percent
Percent
Yes
87
87.0
87.0
87.0
No
13
13.0
13.0
100.0
Total
100 100.0
100.0
Graph 10

Interpretation:

Table 10 reveals that 87% of the respondents are aware of Toyota Etios and 13% of respondents are not aware of Toyota Etios.

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11. How do you came to know about the Toyota Etios ?

Table 11 Cumulative Frequency Percent Valid Percent Percent Missing 13 13.0 13.0 13.0 Tv ad's 15
Table 11
Cumulative
Frequency
Percent
Valid Percent
Percent
Missing
13
13.0
13.0
13.0
Tv ad's
15
15.0
15.0
28.0
Newspaper
12
12.0
12.0
40.0
Pamphlets
17
17.0
17.0
57.0
Dealers
13
13.0
13.0
70.0
Friends
28
28.0
28.0
98.0
Others
2 2.0
2.0 100.0
Total
100 100.0
100.0
Graph 11

Interpretation: Table 11 reveals that 28% of respondents came to know about Etios from friends, 17% through Pamphlets, 15% through TV ads, 13% through Dealers, 13% are missing because they are not aware of Etios. & 2% from other sources.

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12. What factors influence you to buy Toyota Etios?

Table 12 Cumulative Frequency Percent Valid Percent Percent Missing 13 13.0 13.0 13.0 Price 25 25.0
Table 12
Cumulative
Frequency
Percent
Valid Percent
Percent
Missing
13
13.0
13.0
13.0
Price
25
25.0
25.0
38.0
Mileage
23
23.0
23.0
61.0
Safety
11
11.0
11.0
72.0
Service
1 1.0
1.0
73.0
Performance
13
13.0
13.0
86.0
Design
14
14.0
14.0
100.0
Total
100 100.0
100.0
Graph 12

Interpretation: From the above graph 25% of the respondents influenced by the Price, 23% likes Mileage, 14% like Design, 13% customers like the Performance, 13% are not aware of Etios. 11% influenced Safety, 1% likes Service.

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13. What importance do you attach to the following parameters while making a decision to buy a car?

Table 13 Mileage Cumulative Mileage Frequency Percent Valid Percent Percent Neutral 2 2.0 2.0 2.0 Important
Table 13
Mileage
Cumulative
Mileage
Frequency
Percent
Valid Percent
Percent
Neutral
2 2.0
2.0
2.0
Important
31
31.0
31.0
33.0
Most important
67
67.0
67.0
100.0
Total
100 100.0
100.0
Graph 13

Interpretation:

From the above graph 67% of respondents says Mileage is Most important, & 31% of respondents said mileage is Important only 2% of respondents said it is Neutral.

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Price

Table 14 Cumulative Price Frequency Percent Valid Percent Percent Least important 2 2.0 2.0 2.0 Neutral
Table 14
Cumulative
Price
Frequency
Percent
Valid Percent
Percent
Least important
2 2.0
2.0
2.0
Neutral
13
13.0
13.0
15.0
Important
41
41.0
41.0
56.0
Most important
44
44.0
44.0
100.0
Total
100 100.0
100.0
Graph 14

Interpretation: From the above graph 44% of respondents give Most important to price factor, 41% of respondents says it is important to them, 13% says its neutral & 2% say its least important.

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Performance

Table 15 Cumulative Performance Frequency Percent Valid Percent Percent Least important 2 2.0 2.0 2.0 Neutral
Table 15
Cumulative
Performance
Frequency
Percent
Valid Percent
Percent
Least important
2 2.0
2.0
2.0
Neutral
16
16.0
16.0
18.0
Important
39
39.0
39.0
57.0
Most important
43
43.0
43.0
100.0
Total
100 100.0
100.0
Graph 15

Interpretation: From the above graph 43% of respondents give Most important to performance factor, 39% say it is important to them, 16% says Performance is Neutral & 2% of respondents says Least important.

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Comfort

Table 16 Cumulative Comfort Frequency Percent Valid Percent Percent very least important Least important Neutral Important
Table 16
Cumulative
Comfort
Frequency
Percent
Valid Percent
Percent
very least important
Least important
Neutral
Important
Most important
Total
2
2.0
2.0
2.0
7
7.0
7.0
9.0
40
40.0
40.0
49.0
25
25.0
25.0
74.0
26
26.0
26.0
100.0
100 100.0
100.0
Graph 16

Interpretation: From the above graph 40% of respondents says Comfort is Neutral, 26% say it is Most important to them, 25% said it is Important, 7% said it is Least important & 2% for Very least important.

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Safety

Table 17 Cumulative Safety Frequency Percent Valid Percent Percent very least important Least important Neutral Important
Table 17
Cumulative
Safety
Frequency
Percent
Valid Percent
Percent
very least important
Least important
Neutral
Important
Most important
Total
1
1.0
1.0
1.0
1
1.0
1.0
2.0
14
14.0
14.0
16.0
27
27.0
27.0
43.0
57
57.0
57.0
100.0
100 100.0
100.0
Graph 17

Interpretation: From the above graph 57% of respondents say Safety is Most important, 27% say it‟s Important, 14% say Safety is Neutral, 1% respondent says it‟s Least important & another 1% for Very least important.

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Resale Value

Table 18 Cumulative Resale value Frequency Percent Valid Percent Percent Very least important Least Important Neutral
Table 18
Cumulative
Resale value
Frequency
Percent
Valid Percent
Percent
Very least important
Least Important
Neutral
Important
Most important
Total
2
2.0
2.0
2.0
9
9.0
9.0
11.0
37
37.0
37.0
48.0
29
29.0
29.0
77.0
23
23.0
23.0
100.0
100 100.0
100.0
Graph 18

Interpretation:

From the above graph 37% of respondents give Neutral to resale value factor, 29% says Resale value is important, 23% said it is Most important, 9% said its Least important & 2% said Resale value is Very least important.

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Design

Table 19 Cumulative Design Frequency Percent Valid Percent Percent Very least important Least important Neutral Important
Table 19
Cumulative
Design
Frequency
Percent
Valid Percent
Percent
Very least important
Least important
Neutral
Important
Most important
Total
1
1.0
1.0
1.0
6
6.0
6.0
7.0
21
21.0
21.0
28.0
43
43.0
43.0
71.0
29
29.0
29.0
100.0
100 100.0
100.0
Graph 19

Interpretation: From the above graph 43% of the respondents said that Design is Important parameter, 29% said Design is Most important, 21% said it is Neutral, 6% said it is least important & 1% respondent said Design is Very least important.

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12. Which products of Toyota do you know?

Table 20 Cumulative Products Frequency Percent Valid Percent Percent Innova 38 38.0 38.0 38.0 Corolla Altis
Table 20
Cumulative
Products
Frequency
Percent
Valid Percent
Percent
Innova
38
38.0
38.0
38.0
Corolla Altis
13
13.0
13.0
51.0
Qualis
16
16.0
16.0
67.0
Etios
18
18.0
18.0
85.0
Fortuner
10
10.0
10.0
95.0
Camry
5 5.0
5.0 100.0
Total
100 100.0
100.0
Graph 20

Interpretation: From the above graph maximum are aware of Innova i.e. 38%, 18% respondents for Etios, 16% Qualis, 13% for Altis, 10% for Fortuner & 5% for Camry.

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13. How do you feel about the products provided by Toyota Company?

Table 21 Cumulative Frequency Percent Valid Percent Percent Excellent 23 23.0 23.0 23.0 Best 34 34.0
Table 21
Cumulative
Frequency
Percent
Valid Percent
Percent
Excellent
23
23.0
23.0
23.0
Best
34
34.0
34.0
57.0
Good
37
37.0
37.0
94.0
Average
6 6.0
6.0 100.0
Total
100 100.0
100.0
Graph 21

Interpretation: From the above graph 37% of the respondents says that the products of Toyota Company are Good, 34% says they are the Best, 23% of respondents says products of Toyota are Excellent, & 6% of them said they are Average.

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14. Would you like to have test drive for Toyota Etios?

Table 22 Test Cumulative drive Frequency Percent Valid Percent Percent Yes 72 72.0 72.0 72.0 No
Table 22
Test
Cumulative
drive
Frequency
Percent
Valid Percent
Percent
Yes
72
72.0
72.0
72.0
No
28
28.0
28.0
100.0
Total
100 100.0
100.0
Graph 22

Interpretation:

Table 22 reveals that 72% of respondents say they would like to go for test drive & 28% of them said No.

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15. Are you interested to buy a Toyota Etios?

Table 23 Cumulative Purchase Frequency Percent Valid Percent Percent Yes 18 18.0 18.0 18.0 No 82
Table 23
Cumulative
Purchase
Frequency
Percent
Valid Percent
Percent
Yes
18
18.0
18.0
18.0
No
82
82.0
82.0
100.0
Total
100 100.0
100.0
Graph 23

Interpretation:

From the above graph 82% of respondents are not interested to buy the car. & 18% of respondents are interested to buy a Toyota Etios.

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CHAPTER 6 6. FINDINGS & SUGGESTIONS
CHAPTER 6
6. FINDINGS
&
SUGGESTIONS

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Findings:

As Toyota is a leading automobile maker and has a good response from the Indian market so most of the respondents are aware of Toyota automobiles.

 Among 100 sampled customers 48 of customers were employees, 38 of customers were Businessman, 12
Among 100 sampled customers 48 of customers were employees, 38 of customers
were Businessman, 12 of customers were professionals, 1 politician and 1 student.
It‟s seen that 87 of the respondents are aware of Toyota Etios.
Out of 100 respondents 72 of respondents are interested to have a test drive of
Toyota Etios.
18 of respondents are interested to buy a Toyota Etios.
Out of 100 respondents 86 of customers are giving main preference to Brand
name while making buying decision.
Out of 100 respondents 67 of respondents said Mileage is Most important while
buying a car.
44 of customers give Most important to price factor, where 41 of customers says
it is important.
57 of customers say Safety is Most important, & 27 says its Important factor.

83 of customers are satisfied with their car, 14 of customers are not satisfied.

Among 100 samples 25 of the customers

likes the

Price of Etios,

23

of the

customers likes Mileage, 14 customers like Design, & 13 customers like its Performance.

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Suggestions:

  • Regularly communicate the customers regarding various offers and schemes for Toyota products.

 Also the Dealer should place attractive hoardings of the Toyota brands at Strategic locations in
Also the Dealer should place attractive hoardings of the Toyota brands at
Strategic locations in Hubli city.
Personal contact should be done to the potential customer so as to convenience
the customers as there is lot of varieties of mid size cars in the market.
Price, Mileage, performance, safety & brand name are the main attributes which
are going to grab the market share for Etios and hence this should be highlighted
in advertisement & make them to know.
Some of the respondents (18) are interested to buy Etios. We should convert them
into our customer immediately, so that they don‟t go for other brand.
  • Services after sales should be improved to overcome the service barriers.

  • To maintain long term relation with customers the company has to treat the customers as a part of company, like sending festival greetings, birthday wishes, membership, loyalty programmes.

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Conclusion:

It is a great privilege to me to study in the esteemed organization that has helped

me to procure immense knowledge about the working of the organization. I would conclude that Shodha
me to procure immense knowledge about the working of the organization.
I would conclude that Shodha Toyota is one of the Best Organizations dealing in
selling of the vehicle produced by the world‟s largest car manufacturing company.
Based on the data analysis, I conclude that when consumer purchases a car: Price,
Mileage, Safety and brand name of car influence him to buy a car, and also customers
choose the well quality cars.
The study helped me to gain valuable insights in Opportunity Analysis and
Consumer Behavior, towards potential for Toyota Etios. This project titled has been a
knowledge gaining experience for me. By interacting with the respondents and making
visits to the customers, I have been able to understand that understanding customers is an

art and it takes a very strong brand image for a company to retain itself in the market.

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QUESTIONNAIRE

Dear Sir/Madam, I am pleased to introduce myself as P. Sunil Naidu, an MBA student from
Dear Sir/Madam,
I am pleased to introduce myself as P. Sunil Naidu, an MBA student from IEMS B-
School, Hubli. As a part of my curriculum, I have undertaken project on the topic of
“A study on Market potential for Toyota Etios car in Hubli city” at Shodha
Toyota,Rayapur. I assure you that the information provided by you will be kept as
confidential, & will be used for this study only. I request you to co-operate me in
understanding this study by responding to the following questionnaire.
Name:- ___________________________________
Place:- ___________________________________
Occupation:-
a) Employee
[
]
b) Businessman [
]
c) Professional
[
]
d) Politician
[
]

e) Others (specify) ____________________

Annual income:- a) less than 2 lakh [

 

]

b) 2 lakh to 4 lakh

[

]

 

c) 4 lakh to 6 lakh

[

]

d) more than 6 lakh

[

]

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1) Do you own a car ?

a) Yes

[

]

b) No

[

]

If “ Yes” go to question No. 2 If “ No” go to question No. 5

2) Which company car do you own? a) Toyota [ ] b) Maruti Suzuki [ ]
2) Which company car do you own?
a) Toyota
[
]
b) Maruti Suzuki
[
]
c) Tata
[
]
c) Honda
[
]
d) Ford
[
]
e) Others (specify) _____________________
3) Are you satisfied with the car you are presently using?
a) Yes
[
]
b) No
[
]
4). Will you shift or change your existing car in future?
a) Yes
[
]
b) No
[
]
If „yes‟ please mention time period you would like to change your car _________
5). Do you intend (Plan) to buy new car?
a) Yes
[
]
b) No
[
]

If “Yes” which model _________________ If “No” go to question No 7.

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6). In what price range would you like to buy car?

a) 1 lakh to 3 lakh

[

]

b) 3 lakh to 6 lakh

[

]

c) 6 lakh to 9 lakh

[

]

d) Above 9 lakh

[

]

7). Do you give importance to brand name while purchasing a car ?

a) Yes [ ] b) No [ ] 8). Are you aware of “Toyota Etios”? a)
a) Yes
[
]
b) No
[
]
8). Are you aware of “Toyota Etios”?
a) Yes
[
]
b) No
[
]
If “Yes” go to question No. 9
If
“No” go to question No. 11
9). How do you came to know about the “Toyota Etios”?
a) T.V ads
d) Dealers
[
]
b) News paper
[
]
c) Pamphlets
[
]
[
]
e) Friends
[
]
f) Others (specify) ________________
10).Which factors will influence you to buy “Toyota Etios”?
a) Price
[
]
b)
Mileage
[
]
c)
Safety
[
]
d)
Service
[
]
e) Performance
[
]
f)
Design
[
]

11).What importance do you attach to the following parameters while making a decision to buy a car? (Please tick the appropriate option)

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Parameters Most Very Important Important Neutral Least Least Important Important Mileage Price Performance Comfort Safety Resale
Parameters
Most
Very
Important
Important
Neutral
Least
Least
Important
Important
Mileage
Price
Performance
Comfort
Safety
Resale value
Design
12).Which products of Toyota do you know? (Mark any 1)
a)
Innova
[
]
b) Corolla Altis
[
]
c)
Qualis
[
]
d)
Etios
[
]
e) Fortuner
[
]
d) Camry
[
]
13). How do you feel about the products provided by Toyota Company?
a)
Excellent [
]
b) Best
[
]
c) Good
[
]
d) Average
[
]
d)
Bad
[
]
14).Would you like to have test drive for “Toyota Etios”?
a)
Yes
[
]
b) No
[
]

15). Are you interested to buy a “Toyota Etios”?

a) Yes

[

]

b) No

[

]

(Thank You for Ur Valuable Time)

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CHAPTER 7 7.BIBLIOGRAPHY
CHAPTER 7
7.BIBLIOGRAPHY

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Websites:

http://www.carsingh.com/new/Toyota-Etios.html

www.toyotabharat.com

www.shodhatoyota.com www.toyota etios.com Books and Magazines:  Auto car, over drive magazines. REFERANCE BOOKS:  
www.shodhatoyota.com
www.toyota etios.com
Books and Magazines:
Auto car, over drive magazines.
REFERANCE BOOKS:
Marketing management
Marketing Research
: Philip kotler ..
: S.L. Gupta

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MBA 10008049

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE