INDEX

TOPIC ACKNOWLEDGMENT PREFACE INTRODUCTION ABOUT MAHINDRA & MAHINDRA PERFORMANCE REVIEW SWOT ANALYSIS RESEACH METHODOLOGY FINDINGS AND ANALYSIS MODEL QUESTIONNAIRE CONCLUSION BIBLIOGRAPHY PAGE NO. 02 04 06 13 30 37 42 50 73 78 80

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT
As we submit this project we must acknowledge many of those who have encouraged and facilitated the successful of the project. Our deepest thanks to all the people who directly or indirectly supported us in making this project very object oriented and useful for others. I express my gratitude to Mr. Vadibhai Patel, Director of GLSIBA Collage and my project guide Miss Swati Modi and Mr. Anand Mehta for their support and a heart felt thanks to all my faculty members.

PREFACE

PREFACE
In the partial fulfillment of the course of BBA, while is three-year full time course conducted by the Gujarat University in the college GLSIBA, the students are required to prepare a project in the final year, that is undertaken in the subject in which the student specializes. It suffices to the practice training and fieldwork, which students are required to undergo as the part of BBA. This project is thus composed as a part of the academic requirement under the course curriculum.

INTRODUCTION

INTRODUCTION OF THE INDUSTRY:The history of the automobile actually began about 4,000 years ago when the first wheel was used for transportation in India. Several Italians recorded designs for wind-driven vehicles. The first was Guido davigevano in 1335. It was a windmill-type drive to gears and wheels. Vaturio designed a similar vehicle that was also never built. Later Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and a differential mechanism between the rear wheels. In the early 15th century, the 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 the 1600s, small steam-powered engine models were developed, but it was another century before a full-sized engine-powered vehicle was created. Catholic priest named Father Ferdinand Verbiest is created to have built a steam-powered vehicle for the Chinese Emperor Chien Lung in about 1679. There is no information about the vehicle, only the event. Since James watt didnt invent the steam engine until 1705, we can guess that this was possibly a model vehicle powered by a mechanism like Heros steam engine a spinning wheel with jets on the periphery. Although by the mid-15th century the idea of a self-propelled vehicle had been put into practice with the development of experimental vehicles powered by means of springs, clockworks, and the wins, Nicolas-Joseph Cugnot of France is considered to have built the first true automobile in 1769. Designed by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power for which there is a record. Cugnots three-wheeled steam-powered vehicle carried four persons and was meant to move artillery pieces. It had to top speed of a little more than 3.2 km/h (2 mph) and had to stop every 20 minutes to build up a fresh head of steam. Carl Benz and Gottlieb Daimler, both Germans, share the credit of changing the transport habits of the world, for their efforts laid the foundation of the great motor industry as we know it today. First, Carl Benz inverted the petrol engine in 1885 and a year later Daimler made a car driven by motor of his own design and the rest is history.

Daimlers engine proved to be a great success mainly because of its less weight that could deliver 1000 rpm and needed only very small light vehicle to carry them. France too had joined the motoring scenario by 1890 when two Frenchmen Panhard and Levassor began producing vehicles powered by Daimler engine, and Daimler himself, possessed by the automobile spirit, went on adding new features to his engine. He built the first V-Twin engine with a glowing platinum tube to explode the cylinder gas-the very earliest from of sparking plug. The engines were positioned under the seat in most of the Daimler as well as Benz cars. However, the French due of Panhard and Levassor made a revolutionary contribution when they mounted the engine ion the front of the car under a bonnet. Charles Duryea built a motor carriage in America with petrol engine in 1892, followed by Elwood Haynes in 1894, thus paving the way for motorcars in that country. For many years after the introduction of automobiles, three kinds of power sources were in common use: steam engines, gasoline or petrol engine, and electric motors. In 1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, and Chicago. Of these, 1,170 were stem cars, 800 were electric cars and only 400 were gasoline cars. In ten years from the invention of the petrol engine, the motorcar had evolved itself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing companies in the united state, a number that rose to 241 by 1908. In that year, Henry Ford revolutionized the manufacturing of automobiles with his assembly-line style of production and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. The introduction of the Model T transformed the automobile from a playing of the rich to an item that even people of modest income could afford; by the late 1920s the car was commonplace in modern industrial nations. Herbert Austin and William Morris, two different carmakers, introduced mass production methods of assembly in the UK, thus paving the way for a revolution in the automobile industry. Austin Seven was the worlds first practical four-setter baby car which brought the pleasures of motoring to many thousands of the people who could not buy a larger, more expensive car.

Even the bull-nose Morris with front mounted engine became the well-loved model and one of the most popular cars in the 1920s. Automobile manufacturing in the 1930s and 1940s refined and improved on the principles of Ford and other pioneers. Cars were generally large, and many were still extremely expensive and luxurious; many of the most collectible cars date from this time. The increased affluence of the United States after World War II led to the development of large, petrol consuming vehicles, while most companies in Europe made smaller, more fuel-effecting cars. Since the mid-1970s, the rising cost of fuel has increased the demand for these smaller cars, many of which have been produced in Japan as well as in Europe and the United States. The history of motor vehicles has surely been a well-traversed one. The automobile, as it progressed, was a product of many hands, of revolutionary concepts, and of simple, almost unnoticed upgrading. In the end, the one who received the most for these challenges changes was the motorist, whose interest, money, and enthusiasm have forced the automoguls to upgrade, perfect, and add to previous achievements in order to stay in the competition. In terms of the lives of average people, there is little doubt that the automobile id the most revolution since the wheel. The basic premise of the automobile is simple; choose a wheeled vehicle from the many types typically pulled by horse or oxen add a motor and create a self-propelled, personal transportation vehicle. The earliest ancestor of the modern automobile is probably the Fardier, a three-wheeled, steam-powered, 2.3-mph vehicle built in 1771 by Nicolas Joseph Cugnot for the French minister of war. This cumbersome machine was never put into production because it was much slower and harder to operate than a horse-drawn vehicle. Amedee Bollee, also a Frenchman, built an improved 12passenger steam car in 1873, but the steam engine proved impractical for a machine that was intended to challenge the speed of a horse-and-buggy. The invention of the practical automobile had to await the invention of a workable internal combustion engine.

The milestone vehicles were built in Germany in 1889 by Gottlieb Daimler and Wilhelm Maybach. Powered by a 1.5 hp, two cylinder gasoline engine, it had a four-speed transmission and traveled at 10 mph. Another German, Karl Benz, also built a gasoline-powered car the same year. The gasoline-powered automobile, or motor car, remained largely a curiosity for the rest of the nineteenth century, with only a handful being manufactured in Europe and the United States. The first automobile to be produced in quantity was the 1901 Curved Dash Oldsmobile, which was built in the United States by ransom E. Olds. Modern automobile mass production and its use of the modern industrial assembly line is credited to Henry Ford of Detroit, Michigan, who had built his first gasoline-powered car in 1896. Ford began producing his Model T in 1908, when it was discontinued; over 18 million had rolled off the assembly line.

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FAMOUS AUTOMOBILE MAKERS:Nicolaus August Otto: Nicolaus August Otto invented the gas motor engine in 1876. Gottlieb Daimler:In 1885, Gottlieb Daimler invented a gas engine that allowed for a revolution in car design. Karl Benz:Karl Benz was the German mechanical engineer who designed and in 1885 built the worlds first practical automobile to be powered by an internal-combustion engine. John Lambert:Americas first gasoline-powered automobile was the 1891 Lambert car invented by john W. Lambert. Duryea Brothers:They founded Americas first company to manufacture and sell gasoline powered vehicles. Rudolf Diesel:Rudolf Diesel invented the diesel-fuel internal combustion engine. Henry Ford:Henry Ford improved the assembly line for automobile manufacturing (Model-T), invented a transmission mechanism, and popularized the gas powered automobile. Charles Franklin Kettering:Charles invented the first automobile electrical ignition system and the first practical engine driven generator.

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MAJOR PLAYERS IN AUTOMOBILE INDUSTRY:

1. Maruti 2. Maruti Suzuki 3. Opel 4. Mahindra & Mahindra 5. Tata 6. Fiat 7. Toyota 8. Honda 9. Mitsubishi 10. Ford 11. Chevrolet 12. Hyundai 13. Mercedes 14. Skoda 15. Hindustan Motors

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ABOUT MAHINDRA & MAHINDRA

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ABOUT MAHINDRA & MAHINDRA:

M&M is one of the leading Automobile Companies in India. It is 55 years old and it has a range of 28 vehicles starting from personal use to business use, tourister, and multipurpose use and sports utility vehicles. The M&M urges as a SBU through its different segments like Automotive, Tractor, Auto components/engineering, IT and Telecom, Bristlecone, Financial services, trading and Leisure. The organization hierarchy of M&M starts from Chairman-Keshub, below it Board of Directors, below it there is a Management Board consists of President and Vice-President and Executives. This meets once in a month to discuss issues that affect the company as a whole. M&M has won various awards in automotive segment like TQM award from Japan in tractors, TPM award for its automotive division. M&Ms association with the automobile business dates back to 1945. The company was incorporated in 1945 and was originally formed to manufacture utility vehicles for the Indian market, initially by importing and assembling Willys Jeep kits. The manufacturer of utility vehicles commenced in 1954in collaboration with Willys Overland Corporation and its successors, Kaiser Jeep Corporation and American Motor Corporation (now part of DaimlerChrysler group).The Company has recently entered the three-wheeler market. Over the years, the M&M brand of vehicles have come to represent high quality, ruggedness, durability, reliability easy maintenance and operational efficiency and economy. These are the qualities that have endeared the vehicles to individuals as well as institutions like The Indian Armed Forces. M&M is the leader in the MUV business in the country since inception. M&M has comprehensive manufacturing facilities with high level of vertical integration. M&Ms automotive division has four manufacturing plants, three in the state of Maharashtra and one in Andhra Pradesh. In Maharashtra, its plants in Mumbai and Nasik manufacture Multiutility vehicles and engines are produced at the Igatpuri plant.
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The plants at the Mumbai and Nasik are equipped with R&D facility and having ISO/TS 16949 certificates. The Mumbai plant has also been recommended for TPM excellence award. Engine plant at Igatpuri has QS 9000 certificate. Light commercial vehicle and three-wheeler plant at Zaheerabad have ISO 9001:1994 certification. Both of these plants are also working towards TS 16949 certification. Plants in Mumbai and Igatpuri are also ISO 14001 certified. M&M has a strong R&D setup, with over 300 engineers and scientists in the automotive division. The Companys technical progress is proven by negligible import content in vehicle and by the design and development of a totally up warded new contemporary SUV- SCORPIO. The divisions marketing efforts are supported by a network of more than 275 dealers across the country, which are managed by 20 sales officers. Additionally, the division has a national network of authorized service stations and stockiest to meet customer needs for servicing and spare parts. Having conquered a substantial portion of Indias Semi-urban and rural markets, the division has in recent years secured significant success in urban regions following the introduction of premium MUVs like BOLERO and SUVS like SCORPIO. SCORPIO is M&Ms first indigenous developed SUV- an off road vehicle with car like comforts. The SCORPIO was launched in June2002 and has been universally acclaimed. It was declared to be the Car of the Year by CNBC Auto car, BBC Wheels and Business Standard Motoring. M&Ms automotive division also exports its products to several countries in Africa, Asia and European & Latin American countries.

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RECENT ACHIEVEMENTS OF MAHINDRA & MAHINDRA

1. Business of the year award to Mr. ANAND MAHINDRA, M.D.

OF M&M for the year 2006.

2. SCORPIO is celebrating its 4TH Anniversary in the year 2006,

providing its purchasers benefits up to Rs. 40,001*.

3. In the year 2006 SCORPIO becomes the largest selling Four-

wheeler in the Sports utility vehicle {SUV} Segment.

4. SCORPIO also achieved a significant position in exports. 5. SCORPIO is the car of the year at the CNBC Auto Awards. 6. K.C.Mahindra Awarded for Excellence in Automotive Design. 7. MAHINDRA & MAHINDRA has been assigned the Highest

Corporate Governance Rating by CRISIL.

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HISTORY:
1947: OCTOBER, First batch of 75 utility vehicles imported in CKD condition from Willys Overland Export Corporation. Lease of 11071 Sq. yds at Mazagaon from British India Seam navigation. The first Wiillys Overland Jeep built in India at the Assembly Plant, Mazagaon, and Bombay. Phased manufacture of Vehicles undertaken in collaboration with Kaiser Jeep Corporation and American Motors Corporation. Indigenous content of Jeep goes up to 70%. 137 acres of land purchased at Kandivli to centralize manufacturing operations. FC 150 Petrol Trucks introduced. Two wheels drive Utility Vehicles introduced. 101 wheelbase and Metal Body UVs introduced. Indigenous content goes up by 97%. Export of vehicles started, export of total 1200 UVs together with spare parts to Yugoslavia. Exports also made to Ceylon, Singapore, Philippines and Indonesia. Contracts concluded to export of 3304 vehicles, mainly to Yugoslavia and Indonesia. Separate R&D section set up.

1949:

1954:

1962:

1965: 1967:

1969:

1970:

1971:

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1974:

Maximiller campaign launched to conserve fuel. CJ4A introduced with new transmission and axle ratio in Collaboration agreement with Jeep Corporation. (Subsidiary of AMC, Detroit) FC 260 Diesel light truck introduced. CJ 500 D Diesel introduced with MD 2350 Diesel Engine. Government of India approves in principle, the technical collaboration with Peugeot, France for the manufacture of XDP 4.90 Diesel Engine. Nasik Trucks Assembly Plant formally inaugurated. Peugeot Engine Assembly Plant at Ghatkopar inaugurated. NC 665 DP Mini Trucks rolls out from Nasik Assembly Line.

1975:

1979:

1981:

1983:

FJ 460 models introduced with 4 speed gearbox. Engine plant at Igatpuri was formally inaugurated by Mr. Jean Boillot, President of Automobiles Peugeot of France for the manufacture of 25000 Peugeot and petrol engine. New Mahindra Vehicles-MM 540 Launched in Bombay. NC 640 DP with 4-speed gearbox introduced. Mahindra MM 440 Introduced. CJ 640 DP Vehicles introduced. MM 540 DP metal Body Wagonette introduced.

1985:

1986: 1988:

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1989:

M&M signed a Memorandum of understanding with Hyderabad Allwyn Nissan Limited to from Mahindra Nissan Allwyn Ltd., as its associate company with LCV operations in Andhra Pradesh. Introduced of CJ 500 DI model with bags order to export 10000 CKD kits. Commander range of models: 650 DI, 750 DP/HT were launched with tremendous market response. Mahindra Armada launched. M&M was the only manufacturer to withstand the demand recession, with increasing sales. Mahindra Nissan Allwyn Ltd. (MNAL) merged with M&M and Zaheerabad LCV operations becoming part of automotive sector. FJ series of LCVs were shifted from Nasik to Zaheerabad. Business Process Re-engineering Project initiated in the Division. Igatpuri Engine Plant receive ISO 9002 certificate from TUV of Germany. Single Cab/project was initiated.

1991:

1993:

1995:

1996:

New LCV model Cabking DI 3150 & Mahindra Classic Vehicles were Launched.

The company was the first automobile manufacturer to get all the engine types approved for the new emission norms effective from 1st April, 96. IDAM (Integrated Design & Manufacturing) set up for designing entirely new vehicle with the help of internationally renowned consultants

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1997:

1998:

Commercial production of Food Escort commenced at Nasik Plant. License & Technical Assistance Agreement was signed with Mitsubishi Motors Corporation for Manufacturing of SL Body at Zaheerabad (Voyager with XD 3 and BA 10). Soft/Hard top versions of CL/MM 550,8 setter Armada, Commander 650 DI with longer wheel base and MM 540/550 XDB models were introduced. Kandivli and Nasik plants received ISO 9002 certificate from RE-TUV. Die shop Inauguration at Nasik Plant 2-8/8/97. Voyager launched by the Chairman at Zaheerabad plant. Complete localiosation of Cabking model at Zaheerabad plant. 400 nos. Army order successfully executed at Kandivli Plant in Mar98.

Duty Structure:The government focused on far reaching indirect tax reforms in the 1999-2000 budgets, in a bid to promote efficient industrial growth and productivity. The budget in a reduction in the multiplicity of duty rates, rationalization of the rate structure, and curtailed scope for discretion by
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abolishing the power to grant ad hoc duty exemption in excise and customs. An Authority for Advance Rulings for Excise and Customs was set up to inject grater transparency and provide binding rules to help prospective investors about their duty liability in advance. However, the automobile industry had to concern with marginally raised duties (1%) as a result of the modification in the duty structures and increase diesel prices (Re.1). The significant increase in the defense spending is expected to reflect positively on the overall growth of the automobile industry, through the absence of any relief for car manufacturers may further contribute to a slum in the sector.

CUSTOM DUTY:Customs duties on automobiles have been rationalized and since liberalization have been reduced drastically. The 1999-2000 budgets saw a modest reduction in the peak rate of protective customs duty from 45% to 40%. This was accompanied by a reduction in seven major ad valorem rates of basic customs to five as a result of rationalization and simplification. These rates were-an unchanged duty rate of 5%, a 15% duty rate by substituting the 10% rate by merging 20% duty rates, a 35% duty rate by merging 30% duty rates and an unchanged duty rate of 40%. The budget also indicated that the customs duty structure would be phased down to Asian levels in five years. An additional customs duty of Re.1 per liter has been imposed on high-speed diesel oil.

The customs duty rate on motor vehicles now ranges from 50% to 110%, while rates on components and parts vary from 37.5% to 87.5%. The detailed duty structure for customs duty on auto components is represented in the chart given below. The rate of customs duty on auto components for the year 1999-2000 is as follows:

RATES OF CUSTOMS DUTY ON AUTO COMPONENTS (1999-200) 21

Tariff 8407.31 8407.32

Item Heading

8407.33

8407.34 8408.2 8409.91

8413.81 8414.9 8421.23 84.83

Rate of CVD Duty Reciprocating piston engine of a kind 35% 16% used for the propulsion of vehicles of a cylinder capacity not exceeding 50cc. Reciprocating piston engines of a kind 35% 16% used for the propulsion of vehicles of a cylinder capacity exceeding 50cc but not exceeding 250cc. Reciprocating piston engines of a kind 35% 16% used for the propulsion of vehicles of a cylinder capacity exceeding 250cc but not exceeding 1000cc. Reciprocating piston engines of a kind 35% 16% used for the propulsion of vehicles of a cylinder capacity exceeding 1000cc. Compressed ignition IC engine/diesel 35% 16% engine/semi-diesel engines used for propulsion of vehicles. Parts of engine covered under heading 35% 16% nos. 84.07 and 84.08 suitable for use solely or principally with spark ignition Piston Engines. Pumps for liquids whether or not fitted 25% 16% with a measuring device, liquid elevators Parts of Turbochargers 35% 16% Filter 25% 16% Transmission shafts (Including crank shafts and cam shafts) and cranks; bearing housing and plan shaft bearings; gear and gearing; ball screws; gear boxes and other speed changers including torque converters; fly-wheels and pulleys, including 25% 16%

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84.84

85.03 8505.2 8505.3 85.45 73.18 73.26

73.2 0.14 83.01 39.17 40.1 40.09 40.16 70.09 85.11 84.82 85.12 85.39 87.08 \

pulley blocks; clutches and shaft coupling (including universal joints) Gaskets and similar joints of metal sheeting combined with other material of two or more layers of metal; sets or assortment of gasket and similar joints, dissimilar in composition, put up in pouches, envelops or similar packing, mechanical seals Commutator Electro magnetic couplings, clutches and Brakes Electro magnetic lifting heads Carbon Brushes Screws, bolts, nuts and washers Other articles of iron and steel used by component manufacturers such as back plate, piston ring, thrust plate, circlips, and bolts. Leaf spring & helical springs Glass cover lens for automotive lamps Lock Tubes, pipes, hoses and fittings there of V Belts Break hose Weather-strips, oil seals Rear view Mirrors Spark plug, fly wheel magnetos, distributor ignition coil, starter motor, distributor(alternator) cutouts Ball or roller bearing

25%

16%

25% 25% 25% 25% 35% 35%

16% 16% 16% 16% 16% 16%

35% 45% 45% 35% 40% 40% 40% 40% 40%

16% 16% 16% 24% 16% 16% 16% 16% 18% 16% 16% 16% 16%

15%+ (Rs.150/Kg) Windscreen wipers, headlights and 40% indicators lights Automotive Bulbs 40% Parts of motor vehicles 40%

10% surcharge is applicable on basic customs Duty for all items except those which are at 40% Custom Duty
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EXCISE DUTY:There has been continued rationalization of excise duty with respect to automobiles. The 1997-98 revised duty structure had the following revised rated for motor vehicles:

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1. A duty of 40% on motor vehicles designed for transport of not more than six persons (excluding the driver). 2. Aduty of 25% on vehicles designed for transport of more than six persons, but more than 12 persons. 3. A duty of 15% for public transport vehicles and vehicles for transport of goods. 4. A the on two-wheelers varied from 15% to 20% depending upon engine capacity. 5. Excise duty on auto components was reduced from the levels of 20% and 15% to 18% and 13%. 6. Excise duty on electrically operated vehicles was reduced from 10% to 8% and bodies of motor vehicles from 20% to 18%. (The above rates have been restructures as per the 1999-2000 budget provisions.) The 1999-2000 budgets rationalized the excise duty structure further by reducing the existing 11 ad valorem duty rates to only three basic rates. This was achieved by merging the rates of 5%, 10% and 12% into the existing 8%; creating a new rate of 16% by merging the existing 13%, 15% and 18%; and by reducing the existing rates of 25%, 30%, 32% and 40% to 24%. Besides, two slabs of surcharge of 6% and 16% were fixed over the rate of 24% on commodities that carried the rate of duties of 30% and 40% respectively. The government has lifted the cap on MODVAT credit of 95% of the admissible amount and restored it to 100%. As a result, manufacturing can now avail full credit of the duty paid on inputs. An additional duty of Re.1 per liter has been imposed on high-speed diesel oil. The government intends to utilize the proceeds from this levy for road development and initiatives in rural development and the social sector.

The excise duty rates for motor vehicles now ranges from 10% to 40%, while the excise duty rates for components and parts ranges from 10% to 25%. The detailed list of excise duty tares on auto components is as follows:

RATE OF EXCISE DUTY ON AUTO COMPONENTS (1999-2000) 25

Tariff 39.17 39.17 40.1 4009.92 4006.9 6805.1 6806.1 7006.1 70.15 7318.9 73.2 7326.19 83.1 84.07 84.08 84.09 8413.19 8414.99 8421.1 8421.9

Item Description Tubes, pipes, houses & fittings thereof Tubes, pipes, houses & fittings thereof V Belts Break hose Weather-strips, oil seals Gaskets of asbestos Brake linings and pads Rear view Mirrors Glass cover lens for automotive lamps Screws, bolts, nuts and washers Leaf springs and helical springs Other articles of iron and steel such as back plate, Piston ring, thrust plate, circlips Locks Spark ignition reciprocating IC piston engine (petrol engines) Compressed ignition IC engine (Diesel engine) Parts suitable for use principally with engines of heading 84.07 & 84.08 Pumps for liquids, whether or not fitted with measuring devices, liquid elevators. Parts of Turbochargers Filters Parts of filters

Excise 24% 24% 24% 16% 16% 16% 16% 16% 8% 16% 16% 16% 18% 16% 16% 16% 16% 16% 16% 16%

8483.9

Transmission shafts (including crank shafts and CAM shafts) pain shaft bearing; gears and gearing, ball screws; gear boxes and other speed changers, including torque converters; fly wheels and pulleys, including pulley blocks; clutches and shaft couplings (including universal joints)
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16%

84.82 84.84 85.03 85.05 85.12 8539.9 85.45 87.08

Ball or roller bearings Gaskets Commutators Electro magnetic couplings Windscreen wipers, headlights and indicator lights Automotive bulbs Carbon brushes Parts and accessories of motor vehicles

16% 16% 16% 16% 16% 16% 16% 16%

EXPORTS --AN OVERVIEW:The Indian automotive industry has found a ready and accepting global market because of the introduction of new vehicles and components with improved quality and performance. The export value of automotive exports in 1997-98 is Re.30, 201,228,000 as compared to Rs. 4,635,167,000.
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The automotive industry has maintained a steady in the total exports of the country. It had a share of 2.7% in 1997-98, 2.2% in 1998-99 and 2.8% in 1999-00. Transport equipment is the second fastest growing export commodity after cashew huts, according to the Indian Economic Survey, 1999-2000. With a weight of 2.2 in the total export of the country, transport equipment has grown by 54.8% from $443.2 million in 1998-99 to $685.9 million in 1999-00. Although the Indian auto exports have had no presence in the global export market of the 1960s and 1970s, it has maintained a steady share of 0.1-0.2% in world road vehicle exports since the 1980s. Globalization and foreign collaboration tie-ups have also played a role in the export growth. Export of all kinds of automotive vehicles as well as auto components have been increasing over the last decade, as can be seen from the graph.

IMPORTS -AN OVERVIEW:Transport equipments including auto parts and vehicles have long been a part of the annual imports, primarily because of their superior technology. Through the absolute value of transport equipments imports have increased intermittently over the decades, their share in the total
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imports valued Rs. 72 crores or US $151 million in 1960-61, a share of 6.4%. This share has fallen to 1.4% for the year 1999-2000, through the absolute value has risen to Rs. 2571 cores or US $611 million. In spite of the fetish cars seem to enjoy, the import of auto components far outnumbers the import of vehicles. In 1997-98 while Rs. 17 billion wroth of auto components were imported, in comparison only Rs. 1.7 billion worth of vehicles or engine were imported.

PERFORMANCE
29

REVIEW

Performance Review

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Automotive Sector: The Automotive Sector of the Company continued its growth in vehicle production and sales for the fourth consecutive year. During the year under review, the Company produced 1,28,601 vehicles [i.e. multi utility vehicles (MUV) and light commercial vehicles (LCV) including 2,705 LCV produced for Mahindra International Limited (MIL)] and 22,317 three-wheelers as compared to 1,24,795 vehicles and 23,230 three-wheelers in the previous year. The Company recorded sales of 1,27,005 vehicles (of which 1,833LCV were sold by MIL) and 22,419 three-wheelers as compared to 1,22,071 vehicles and 22,952 threewheelers in the previous year registering a growth of 4% in vehicles sales. The Companys domestic MUV sales volumes grew by 3%as against the industry MUV sales growth of 6%. The Companys LCV sales volumes were lower than the last year by 14% as against the industry decline of 7% in this segment. In the large three-wheeler segment, the Companys sales volumes declined by 21% against a 20% decline for the industry as a whole. The Company entered the small three wheeler segment during the year with the launch of a 0.5MT payload cargo carrier named Champion Alfa in select markets. By the end of the year under review, the Company had sold 4,307 Champion Alfa in select markets. The Spare Parts sales increased to Rs.236.00 crores (including Exports of Rs.12.84 crores) during the year under review as compare to the previous year figures of Rs.227.85 crores (including Exports of Rs.34.04 crores). The Company has intensified its efforts to identify niche markets for its automotive products throughout the world, especially geographical areas that have similar sales, distribution and marketing conditions as India.

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Over the last three years, the Companys vehicles have been introduced in Europe, the Middle East, South America, South-East Asia and Africa with a customized business model for each country. These initiatives resulted in a quantum increase in export volumes. For the year under review, the Company sold 5,534 vehicles in the overseas markets which is an increase of 82% overt he previous year. Recently, the Scorpio range of pick-ups was launched for the international markets in South Africa. This will drive growth in the overseas markets. The Company commissioned a new plant in Haridwar in the State of Uttaranchal for the manufacture of low end products like three-wheelers. The Company launched a new version of the Scorpio in March, 2006. It has been well received in the market and would have a full impact in the current year. The Automotive Sector plans to develop a family of new generation engines to power the present and future Mahindra vehicles. These engines would offer improved efficiency, refinement and performance. New vehicle development, including a new UV and the Logan passenger car is going as per plan. These vehicles carry the promise of comfort, economy, ruggedness and a pleasurable driving experience. In an increasingly competitive market, the Sector banks on its innovation to give it the edge. On the technology front, the Sector is taking forward the research and development on telematics, embedded system and promising alternative energy technologies viz. Hydrogen, Bio diesel and Hybrids. Further technology developments in the field of safety, nano materials and other innovations are expected to be introduced into the product line soon. With a view to effectively exploit the growth and business opportunities of the Commercial Vehicles business, the Company entered into a Joint Venture (JV) with International Truck and Engine Corporation (ITEC) for manufacture of commercial vehicles in India.

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Pursuant to the approval of7the shareholders obtained by Postal Ballot in July, 2005, the LCV business of the Company was transferred to a Joint Venture Company (JVC), Mahindra International Private Limited (now Mahindra International Limited) with effect from 1stNovember, 2005, in which the Company has a51% shareholding, the balance 49% being held by ITEC. This JVC is engaged in the Light Commercial Vehicles business.

Going forward, this JVC will also enter the Medium and Heavy Commercial Vehicle segments and participates to a larger extent in the Indian commercial vehicles market. In order to facilitate a meaningful comparison the Companys production and sales volumes include MIL volumes. The Companys Joint Venture with Renault s.a.s. of Franceto introduce the Logan in India is progressing well and is on target with respect to cost and time. The project is proposed to be financed through an appropriate mix of Equity and Debt and till date, both the Joint Venture Partners have contributed Rs.51.5 crores into the Joint Venture Company as equity in proportion to their shareholding.

Farm Equipment Sector: For the third consecutive year, the Tractor Industry grew substantially registering a growth of 18% for the year under review. This was mainly on account of a good monsoon, better availability of credit and focus on retail tractor financing by the Banking Sector. During the year, the Company sold 85,029 tractors as against 65,390 tractors sold in the previous year recording significant growth of 30% and produced 87,075 tractors as against 67,115 tractors produced in the previous year recording a notable growth of 29.7%. The Company maintained its market leadership for the 23rdconsecutiveyear in the domestic tractor market. Last year the Company launched two new products - 235DI and 245 DI - in the domestic market in the low
33

HPsegment and new Arjun Ultra-1 range in the high HPsegment. These products have significantly strengthened Companys position in these segments. The Company sold 14,692 engines during the year under review as against 6,672 engines sold during the previous year, registering a massive growth of 120%. The engine business which started from a customer base of a single client in 2002 has currently 22 corporate clients. The Company has also made a foray into the retail and nongenset segments. Beginning from this year the Company has also sold 1,084 Mahindra branded Diesel Generators (DG Sets).The Companys focus on exports continued with export volumes growing by 29.6%. The major export markets are USA, SAARC countries, Africa, Australia and China. The Company established a Joint Venture Company (JVC) in China under the name of Mahindra (China) Tractor Company Limited (MCTCL) in which a wholly owned subsidiary of the Company, Mahindra Overseas Investment Company(Mauritius) Limited, has a 80% shareholding, the balance 20% being held by Jiangling Motors Co., Group, China. This JVC has a capacity of 12,000 tractors in 18-33 HP range. This JVC became fully operational in July; 2005. The Company has also started its East European operations by launching tractors in Serbia. The Company sold spare parts worth Rs.127.88 crores (including exports Rs.11.7crores) during the year under review as compared to sales of Rs.108.83 crores (including exports Rs.7.6 crores) in the previous year, registering a healthy growth of 17.5%.The Company plans to offer various product solutions by offering value for money and reliable products in domestic market. This will help the Company expand its product range in low HP segment. Apart from new products, it is important to upgrade existing products with contemporary features. The Company will be introducing upgrades of existing products in domestic market in a phased manner8over the next

34

3 years. For the export markets, the Sector will expand its product range in compact segment and introduce products in existing HP range which are economical and rugged. Keeping in line with the growth plans, the Company will be introducing new products in Engine Application business segment. Profits: The Profit for the year before Depreciation, Interest, Provision for Contingencies, Exceptional items and Taxation was Rs. 1,071.88 crores as against Rs.879.43 crores in the previous year registering an increase of approximately21.88%. Profit after tax was Rs.857.10 crores as againstRs.512.67 crores in the previous year recording an increase of approximately 67.18%. The Company continues with its rigorous cost restructuring exercises, which has resulted insignificant savings through value engineering, economizing, optimization of plant capacity utilization, cost competitiveness and right sizing in almost all areas.

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Mahindra & Mahindra is a part of the Mahindra group and was established in 1945 to manufacture general - purpose utility vehicles. It later moved into manufacturing tractors and light commercial vehicles, and is today the tenth largest private sector company in India. Having increased the scope of work, the company's business is divided into four divisions handle steel, trading and manufacturing of ash handling plants and traveling water screens. The company has rapidly expanded itself and today has seven state of the art factories and 33 sales offices supported by a network of more than 500 dealers throughout the country. The company employees over 17000 technical and non technical personnel and is situated on an area of 5, 00,000 square. With an experience of over 52 years in extensive manufacturing and engineering development: it has a strong technological base, and is supported by a team of experienced personnel. The onset of 1994 the company saw a branch itself in the field of business process re- engineering at its manufacturing locations. Its product development centers are located at Kandivli and Nasik. There already are plans to move this center to anew and more spacious site with more facilities, in a conductive environment.

36

SWOT ANALYSIS

37

SWOT ANALYSIS

Strengths Indian company Rural image

Weaknesses Perceived as a jeep manufacturing company Does not appeal in urban clientele

Easy availability of spares and they are cheap. A diversified company Opportunities Growing urban market capitalize on all India service network and easy availability of service Spares competitiveness Huge export potential Growing SUV segment

Does not have range of cars Threats Entry of competitors Poor image due to service problem Inability to introduce new models

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PRODUCT PROFILE:The M&M has the range of the product which is as under. 1. Bolero invader 2. Bolero sports 3. Bolero campers with a/c 4. Tourister 5. Pick up 6. Load king 7. DI 3200 8. Scorpio STD 9. Scorpio DLX 10. Scorpio SLX 11. Scorpio GLX 12. Bolero DI 13. Marshal royal 14. Major

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15. Commander 16. Maxx 17. Tourister ambulances 18. Marshal Ambulances

OBJECTIVES:-

Primary objective:To know the customers satisfaction level of the Scorpio car of M&M in Ahmedabad city. Secondary objective:1. Sources of finance 2. Pre purchase factors 3. Purpose of using Scorpio 4. Reason for choosing the Scorpio

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LIMITATIONS OF THE PROJECT Time:It is one of the crucial factors due to convenience of the respondent and their business timings, they did not have more time for giving response which considerably reduce the interview time and increase the numbers of visit. Availability of the respondents:During survey most of the respondents are businessman and they gave their home address at the time of purchase because of that when we visited them we could not find them at home. Lack of knowledge:Some of the respondents did not have proper knowledge about Scorpio and because of the lack of knowledge; they were not able to give us the right answer of the question.

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RESEARCH METHODOLOGY

42

RESEARCH METHODOLOGY:1. Formulating the Research Problem - Unnoticed opportunities are used. 2. Research Design - Descriptive research design 3. Sources of data - Primary as well as Secondary Data 4. Survey method - Personal and Telephonic interview 5. Sample Design and Sample Size - Sample design Probability sample design and under probability sample design we used Random and Area sampling. - Sample size Sample size is 100.

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1. Formulating the research problem The first step in the research process is to formulating the research problem it is the most important stage in applied research, as poorly defined problem will not yield useful result. There are three types of problems; 1. over difficulties 2. Latent difficulties 3. Unnoticed opportunities In this project the "unnoticed opportunities" problems are used. The problems like customer satisfaction is very important to know and if it is not checked in time, would some become evident. Units of analysis The individual or object whose characteristics are to be measured is called as unit of analysis in this research unit of analysis are the buyer of Scorpio.
Space boundaries

Space boundary means the area that we are using for the field survey. In this research the scope for the survey was Ahmedabad city. Characteristic of interest:-

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This aspect identifies the focus of the problem. In this project characteristic of the interest is to know the customer satisfaction level of the buyer of the Scorpio.

Environment condition:This aspect indicates the uniqueness or generality of the problem. The company wants to know the customer satisfaction level of the buyer of the Scorpio. In it different factor like models, features, price, delivery, quality are taking in to consideration and it is research through questionnaire. Hypothesis development:A hypothesis is a proportion or assumption which the researcher wants to verify. While the formulation and testing of hypothesis are important in research but it is not necessary that every marketing research study have a hypothesis. So we have not taken hypothesis. 2. Choice of research design:A research design specifies the methods and procedure for conducting a particular study. There are three types of research design. 1. Exploratory research design 2. Descriptive research design 3. Causal research design

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The exploratory research is one in which problem is to discover. But in project work no problem is discovered so that exploratory study is not used by me. A causal research is one in which cause and effect relationship is to be researched but in objective is not related with the cause and effect relationship thus also not used this research design.

A descriptive study is under taken when the researcher wants to know the characteristics of certain group. In project, we used this research design for analyzing the group of buyer, how they purchase and their purchasing power. The cross sectional studies is used because to collect the more information from the respondent. 3. Determining the sources of data:This step is related with the collection of data. There are two types of sources from which the data has to be received. 1. Primary data 2. Secondary data For this project we used primary data in terms of the questionnaire to collect the information from the customer. Secondary sources are also useful in this project in terms of the magazines and web sites. 4. Designing data collection form:Once the decision of collecting the primary data is taken one has to decide about the mode of collection. There are two types of methods.

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A. Observational methods:A structured - unstructured observation B disguised - undisguised observation C observation under laboratory setting - natural setting D. direct -indirect observation E. human -mechanical observation B.Survey method:A. personal interview B. telephonic interview C. mail interview D. dairy interview We used survey method in terms of personal interview and telephonic interview. We used a structured questionnaire which is the format list of questions to get the information. Questionnaire is of two types: A. structured -none disguised B. structured - disguised A structured - non disguised questionnaire has been used by me where the listing of the question is in a pre arranged order and where objective of the research known to the respondents. We used both the types of the questions i.e. open ended and Close ended.

5. Determining the sample design and sample size:-

47

Once the researcher has developed a research design including the questionnaire, he has to decide the information to be collected from the population. In this project we used sample survey. The sample size is of 100. There are two types of sample design:

1. Non probability sample design:A. Quota sampling B. Judgment sampling C. Convenience sampling 2. Probability sample design:A. Random sampling B. Systematic sampling C. Stratified random D. Cluster sampling E. Area sampling F. Multiple sampling G. Sequential sampling For the research, we have used the probability sample design "Random sampling" and "Area sampling" in which different areas of Ahmedabad city has been interviewed. 6. Organizing and conducting the field survey:It is the most important step in the research process. Having prepared the questionnaire and select the sample design, sample size now organizing and conducting the field survey is to be taken. Two important aspects are considered: 1. Interviewing

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2. Supervision of the field work In this project, interviewing has been done by us and we face difficult to some extent because of non availability and time limit contributed by respondents, otherwise with our tact, initiative and approached they were ready to give the response.

7. Processing and analyzing the collected data:After the field survey is over and filled up questionnaire has been received, the next step is to processing and analyzing the collected data. For that we have used the number of tables to bring out the main information in a meaningful manner. Some dummy tables and hand tabulation is also used by us. Various types of charts are also used for the proper analysis and interpretation of the data, which is shown under the cheaper- finding and analysis of the research. 8. Preparing the research report:Lastly, after the tabulation, interpretation and analysis of the data, a proper report containing the finding of the research study and suggestion is prepared. As a research, a sufficient cares taken by me for the presentation of the report. Use of tables, charts and principles of writing the report are also considered. A written report is prepared including the logical format, which is prepared in the form of table of contents/index.

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FINDINGS & ANALYSIS

50

FINDINGS AND ANALYSIS:It is very important chapter apart from the earlier chapter. Because in this chapter the researcher his findings to the relevant parties. Finding and analysis of each question is shown below; Q.1 Model of Scorpio OBJECTIVE:The main objective behind this question is to know which type of model is purchased by the customer. Models Percentage Standard 25% Deluxe 44% GLX 22% SLX 9%

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45% 40% 35% 30% 25% 20% 15% 10% 5% 0% STANDARD DELUX E GLX SLX

MODELS OF SCORPIO

Interpretation:From the above table and chart, it is clear that most of the respondents prefer to by the deluxe model of Scorpio. The next model that is standard is also preferred by the customer and respectively. Suggestion:Deluxe model is the running model and the features available are very well accepted at the price. Second model which is in demand is the standard model. Price conscious customers generally go for this model.

52

Q.2. Medium of awareness:OBJECTIVE:To know the medium through which the respondents came to know about the Scorpio. Medium Percentage Friends 41% Family 9% Ads. 16% Magazine 6% News paper 9% Personal 12%

Apart from the above media some of the medium like Test Drive and Demonstration also contributed to the awareness of Scorpio.

53

INTERPRITATION:From the above table and chart, we can see that friends and ads. Are the most popular medium of awareness? SUGGETION:Reference selling is the best medium to know about the Scorpio car. Positive word of mouth has created more awareness in respondents. The other medium i.e. ads and other promotional measures have not contributed much to the sell. Thus company has to more consider the less promotional medium of awareness.

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Q.3 Features of Scorpio OBJECTIVE:The observation of asking this question is to know about the different features provided by the company. Features Engine Pick up Power steering Interior Air condition Break system Ride comfort Very Good 50% 56% 47% 19% 53% 22% 28% Good 44% 41% 38% 56% 31% 47% 47%
55

Average 3% 3% 19% 19% 9% 31% 24%

Poor ------------3% 3% 3% -----

Ease of shift Exterior Seats

gear

28% 31% 24%

47% 56% 24%

19% 12% 38%

6% 3% 12%

INTERPRETATION:-

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From the above table and chart, it is clear that most of the features of the car come under the criteria of very good and good like engine pick up, power steering, arc. etc. and break system and seats comes under the average criteria and so on. SUGGESTION:The company has to concentrate more on the features which comes under the average criteria like break system, ride comfort and seats.

Q.4 Price of the Scorpio The main objective behind this question is to know weather the customer are price sensitive or not. price percentage high 9% very high 6% fair 85% low ----

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P C N G ER E TA E

H H IG VER H H Y IG FA IR L W O

INTERPRETATION:More than 50% of customer perceived the price at which car offer is fair. SUGGESTION:The price at which the Scorpio is selling i.e. in the range of 6-7 lakhs, it is pursued as a reasonable price looking at the features provided by the company. Q.5 Sources of finance OBJECTIVE:The aim of asking this question is know the source through which the respondents getting the finance for purchasing the Scorpio. SOURCES PERCENTAGE OLD FINANCER 9% DEALER 12% BANK 70% FRIENDS/RELATIVES 3% PERSONAL 6%
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SO RCES O IFNA F NCE

3%

6%

9% 12%

OLD FIN C AN ER D EALER BAN K FR D ELAT IEN S/R I VES

70%

PER N SO AL

INTERPRETATION:Above table and chart saws that bank is the most popular source of lending finance to the customer which contributes more than 50% of the respondents and the other sources are not contributed much. SUGGESTION:Most of the customers purchased Scorpio through bank thus the dealer has to make good contact with bank and also improve their own sources of finance to attract the customer.

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Q.6 Purpose for use the Scorpio OBJECTIVE:To know the buyer are using the car for business, traveling, company hire purchase, country side travel and personal use.
USE OFCAR PERCENTAG E BUSINESS 24% TRAVELING 24% COMPANY HIRE PURCHASE 6% COUNTRY SIDE TRAVEL --PERSONAL 47%

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USE OF CAR

BUSINESS 24% 47% TRAVELING COMPANY HIRE PURCHASE 24% 0 6% COUNTRY SIDE TRAVEL PERSONAL

INTERPRETATION:From the above chart we can see that most of the buyers are using car for the personal use and less but not least for the business and traveling. SUGGESTION:Most of the buyer using car for the personal use so dealer has to saw the more personal advantage when the customers are came for purchase of car.
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Q.7. Companions in Travelling OBJECTIVE:The objective is to know with whom they travel. COMPANION PERCENTAGE NO ONE -------FAMILY 84 FRIEND 16 TOUR GROUP -----------

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0% 16% 0% NO ONE FAMILY FRIEND TOUR GROUP

84%

INTERPRETATION:Most of the customers travel with their families and remaining with their friends. SUGGETION:The company should go for those strategies and characteristics that can add more family and friend values. Q.8. Problem in a Scorpio OBJECTIVE:To know is there any problem in a Scorpio or not. PROBLEM PERCENTAGE NO 72% YES 28%

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PROBLEM OF CAR

80% 70% 60% 50% 40% 30% 20% 10% 0% NO YES PERCENTAGE

INTERPRETATION:From the above table and chart, 28% of the customer believes that there is problem in a car. SUGGESTION:The company and dealer have tried to solve the customer problem as soon as possible and make them satisfied customer through their better service.

Q.9 Reason for choosing the Scorpio OBJECTIVE:The objective is to know for which reason the buyer are purchasing the Scorpio. REASON PERCENATAGE

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REPUTATION OF THE COMPNAY BRAND IMAGE OF THE COMPANY EASY AVAILBILITY OF FINANCE AFTER SALES SERVICE MAINTENANCE

31% 13% 6% 9% 13%

3% 5 3% 0 2% 5 2% 0 1% 5 1% 0 5 % 0 %

3% 1

RP T T N F E U A IO O T EC M A Y H O P N B A DIM G R N A E O T E F H C M A Y O P N 1% 3 9 % 6 % 1% 3 E S A Y A IL B IT O V A IL Y F IF A C NN E A T RS L FE AE S R IC E V E M IN A C A T IN E 1

INTERPRETATION:Most of the customers are purchasing the car because of reputation of the company, brand image and maintenance free car. SUGGESTION:The company has a good reputation and brand image in the market. Thus, company has to maintain image in the market. Q.10. Overall driving pleasure OBJECTIVE:The objective is to know what the customers feel when they drive the Scorpio. CRITERIA VERY GOOD
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GOOD

POOR

PERCENATGE

31%

69%

---

PERCENATGE

0 31% VERY GOOD GOOD POOR 69%

INTERPRETATION:Most of the customer is enjoying the driving pleasure when they drive the Scorpio. SUGGESTION:Because of the great pleasure felts by the customer when they drive the Scorpio thus the company provides the great comfortableness to their customers. Q.11 Intentions to change Scorpio with other Brands. OBJECTIVE:The aim is to explore that whether the users want to change the Scorpio or not. INTENTIONS YES
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NO

CANT SAY

PERCENTAGE

20%

75%

5%

75% YES NO CAN'T SAY

5%

20%

INTERPRETATION:Most of the customers do not want to change their Scorpio only 20% customers want to change. SUGGESION:As almost 1/4th customers want to change Scorpio, the company should make some critical amendments like further price revising, adding new features, easy maintenance etc. Q.12. PREFERED BRAND OTHER THEN MAHINDRA AND MAHINDRA: BRAND MARUTI TATA TOYOTA HYUNDAI HONDA M&M PERCENTAGE 38% 12% 11% 11% 8% 20%

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20% 38% 8%

MARUTI TATA TOYOTA HYUNDAI HONDA M&M

11% 11% 12%

INTERPRETATION:Maruti leads the market while M&M follows the Maruti with 20% market share. SUGGESION:M&M should go for a different and better strategies relating to production, marketing etc. to achieve

Q.13.PREDICTION ABOUT THE FUTURE OF M&M: OBJECTIVE:The objective to know what the consumers think about the future of M&M. CRITERIA VERYGOOD GOOD PERCENTAGE 25% 55% AVERAGE 16% POOR 4%

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60 50 40 30 20 10 0 PERCENTAGE V.GOOD GOOD AVERAGE POOR

INTERPRETATION:Most of the consumers think that M&M will achieve good results in future.

Q.14. Feature considered most at the time of buying Scorpio. OBJECTIVE:The objective is to explore the feature considered at the time of Purchasing the Scorpio. FEATURE PERCENTAGE MODEL 31 PRICE 35 SPACE 18 MILEAGE PICK UP 10 6

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PERCENTAGE

PICK UP MILEAGE SPACE PRICE MODEL 0 10 20 30 40

INTERPRETATION:More consumers consider Price of the Scorpio at the time of buying it, and Model of the Car is considered by almost 31% customers while Space, Mileage, and Pick up of the car is considered by 18%, 10%, and 6% customers respectively. SUGGESTION:As price is considered most by the customers while buying the car, the should set a fair and reasonable price to get more customers. Model of the car is second most important feature considered, so the company should work towards more attractive and Sporty Aesthetic look of the Scorpio. Q.15. After Sales Service OBJECTIVE:The aim is to know that what customers feel about the after sales service provided by M&M. CRITERIA VERY GOOD GOOD AVERAGE POOR

70

PERCENTAGE

48

38

13

POOR PERCENTAGE AVERAGE GOOD V.GOOD 0 20 40 60

INTERPRETATION:From the above chart we can say that almost all the customers feel that the after sales service provided to them by the company is enough good and satisfactory except only 1 out of 100 customers says it is poor. SUGGETION:The company should pay more attention on providing satisfactory and value added after sales service to its customers.

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SUGGESTION FROM CUSTOMERS:After analyzing the findings and analysis of Customer satisfaction level of Scorpio, we here by present few suggestions from our side and from the buyer of Scorpio, which are in our view, prove to be helpful to the company: 1. The first and very important suggestion is that the dealer / company must have to improve its service and given features like seats, breaks etc. 2. The dealer has to give proper training to their executives / sales man staff should be well trained.

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3. Friends reference is the most contributed medium of awareness of the Scorpio, thus the dealer /company has to maintain/ improve good relation with the customers for more selling of car.
4. Dealer has to use the M&M reputation/ brand image as a promotional

tool in the market. 5. Dealer has to provide easy availability and liberal credit period to the customer to lend them finance at ease.
6. As M&M has rural image in their product in their product, company

has to more concentrate/ appeal in the urban clientele/ market.

7. M &M has to capitalize all India service network and easy

availability of service.
8. M&M should introduce a range of SUV (sport utility vehicle) in the

market.

MODEL QUESTIONNAIRE

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MODEL QUESTIONNAIRE: Q.1 which models of Scorpio do you have? 1) Standard 2) Deluxe 3) GLX 4) SLX

Q.2 How did you came to know about Scorpio? Friends ( Magazine ( ) family ( ) Advertisement ( ) Any other ( ) )

) News Paper (

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Q.3 Your opinions about the features of the Scorpio. Features Engine Pick Up Power Steering Interior Exterior Air Condition Break System Ride Comfort Ease of Gear Shift Seats V.Good Good Average Poor

Q.4 Your opinions about the price of the car. High ( ) Very High ( ) Fair ( ) Low ( )

Q.5 what is your source of finance? -Old Financer -Dealer -Bank -Friend / Relatives -Personal -Any other Q.6 For which purpose do you use the car?
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Business (

) Traveling ( )

) Company hire purchase ( )

Country side travel (

Personal (

Q.7. with whom you travel? No one Family Friends An organized tour group

Q.8. From your point of views any problem in Scorpio? Yes ( ) No ( )

If yes, what?

Q.9. Reason, Why you select the Scorpio? -Reputation of the company -Brand image of the company -Easy availability of finance -After sale service -Maintenance -Any other

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Q.10. what about the overall driving pleasure? V. Good ( ) Good ( ) Poor ( )

If good, any reference

Q.11. Do you want to change Scorpio, if yes then which brand you will choose? MARUTI TOYOTA HYUNDAI HONDA TATA FORD

Q.12. Can you tell about future of Mahindra & Mahindra? Very Good ( ) Good ( ) Average ( ) Poor ( )

Q 13.which are the features that considered by you at the time of buying Scorpio. Model Price Space Mileage Pick up

Q.14. what about the after sale service of Scorpio? Very good ( ) Good ( )
77

Average ( )

Poor ( )

Q.15. Any Suggestions?

Name Occupation Annual Income:

: :

CONCLUSION

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Conclusion
An automobile industry is one of the growing industries in India. Major players in automotive segment are M&M, Toyota, Tata, Hyundai, Maruti, Honda etc. Among all the companies, M&M has a good image in India especially in rural segment as it has large range of vehicles. This is the first time when M&M has entered in SUV segment as Scorpio which has been appreciated by various awards as a luxurious car and thus the company has an opportunity to enter in the SUV segment in the with it new range of cars. From the analysis it is found that the customers of Scorpio are satisfied with the price, features and performance of the Scorpio. There are some customers who are not satisfied with the service given by
79

the dealer because the company has not large service network and will trained staff. As M&M has a good image in the rural clientele, because of that most of the customers thought that reputation and brand image of M & M is one of the responsible factors for choosing the Scorpio. Most of the buyer of Scorpio purchase through bank as a source of finance. Among the satisfied customer, major portion of the customers gave the good opinion about the Scorpio.

BIBLIOGRAPHY

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BIBLIOGRAPHY:MAGAZINES:1. BUSINESS INDIA, JUNE 21ST TO JULY 4TH, 2004PUBLISHED

BY ASHOK ADVANI 2. OVERDRIVE, VOL-5, NO-3, NOV2003

3. AUTO CAR, VOL-5, NO-10, JUNE 2004

WEBSITES:www.mahindrascorpio.com www.indiainfoline.com

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