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A BRIEF INTRODUCTION TO MARUTI UDYOGIn 1982, Government of India entered into a joint venture with Suzukimotor corporation of JapanPlant was established at Gurgaon in Haryana Free Powerpoint Templates Page 2
Maruti Suzuki India Limited is a publicly listed automaker inIndia. It is a leading four-wheeler automobile manufacture inSouth Asia.Suzuki Motor corporation of Japan holds a majority stake inthe company.It was the first company in India to mass-produce and sellmore than a million cars.Its manufacturing plant, located some 25 km south of NewDelhi in Gurgaon, has an installed capacity of 3,50,000 unitsper annum, with a capability to produce about half a million3 Free Powerpoint Templates Page
Maruti Suzuki is one of the Indias leading automobilemanufacturers and the market leader in the carsegment. Until recently, 18.28% of the company was owned bythe Indian government, and 54.2% by Suzuki of Japan. The company annually exports more than 50,000cars and has an extremely large domestic market inIndia selling over 730,000 cars annually. Maruti 800 till 2004, was theTemplates largest selling 4 Free Powerpoint Indias Pagecompact car ever since it was launched in 1983.
OrganizationChairman- Mr. R. C. BhargavaManaging Director and CEO- Mr. Shinzo NakanishiDirectors- Mr. Manvinder Singh Banga Mr. Amal GanguliDirector and Managing Executive(Production) - Mr. Tsuneo OhashiOver Free Powerpoint Templates more than 8000 employees work 9 Page un
VENDORS OF MARUTI SUZUKI PVT LTDMaruti Suzuki has 200-odd vendorsBIMETAL BEARINGS LTD., COIMBATORE They manufacture Engine Bearings, Bushes andThrust Washers.AMALGAMATION VALEO CLUTCHLTD., CHENNAI Leading manufacturer of Clutch Assemblies in India for the new generation vehicles.I.P. REPCO LTD., CHENNAI A member of Amalgamations Group. Manufacturing Flywheel Ring Gears for entire range of vehicle Powerpoint Templates Free Page 10
CONT.....LUMAX INDUSTRIES LTDBiggest manufacturers of Automotive Lights inIndiaPRICOL LTD, COIMBATOREautomotive instruments & speedometer cablesin India.FENNER INDIA LTD, CHENNAILargest manufacturer of Belts and Oil Seals inIndia Free Powerpoint Templates Page 11
There are number of products ( models )Of Maruti are in the market. Some of themodels are given below:- M–800, Zen, Esteem, Omni, Alto, Gypsy, Wagonr,Grand Vitara etc. These products aredivided on the basis of productquality, variety, design, features etc. Free Powerpoint Templates Page 13
They define different factors: The quality of product. The product variety from different categories. The size of the car according to current or future market conditions. The car features to the customer like, car looking very good. Free Powerpoint Templates Page 14
The price of the Maruti car isbetween Rs. 210000 to Rs. 1500000. Maruti– 800 is the lowest price car of thiscompany. Alto, Omni, Wagonr, arealso the low price car of the company,Zen & Esteem are the mid price car ofthe company. But Grand Vitara is thehigh price model of the company . Theprice of car are decided according toits product Varity, quality, design etc. Page 15 Free Powerpoint Templates
MARUTI UDYOG LIMITED Place Free Powerpoint Templates Page 30
MARUTIThe place of the car is in the whole world. Maruti Udyog Limited decides its distribution channels for selling car, like use some time one level or some time two level marketing channels. They decide areas in which they deal with customers. They show the permanent location for selling the car. They provide the many useful inventory. they define the transport facility of the company for company to market and market to consumers. Many showroom of Maruti udyog limited is in31 Free Powerpoint Templates Page
MARUTIMain promotion of car is done by the Advertising. The advertising is mainly done in the form of different T.V. channels, different newspaper, holdings etc. Now days the main promotion is done by the brand ambassadors such as film stars, celebrities, sportsmen, etc. And in this case they decide his actual or required sales forces for selling its Free Powerpoint Templates Page 33 car. And they maintain customer
SWOT Analysis of Maruti Udyog WEAKNESS STRENTHS Still depends upon SUZUKI COPORATIONContemporary technology 10% components are manufactured outsideJapanese Management practices IndiaAfter sale services Still considered as poor man’s brandDistribution Unaccustomed to international standards or keen competition.Diversification & R&D THREAT OPPURTUNITY Numbers of new Technology driven playersfirst company to roll out suitably Designed and manufactures are in marketcars before 2008 as per Govt.’s Proposal of Reduction in subsidies by government onnew ethanol (renewable) petroleum productsOther companies lacks economy of scale Changing environmental and emissionRising demand normsUntapped rural market Higher local taxes Free Powerpoint Templates Page 34
TOWS MATRIX • STRENGTHS • OPPURTUNITIES• Largest manufacturing • Untapped rural market capacity • Young bikers• Distribution network • Growth in economy• Expertise in Small cars SO Strategy WO Strategy To capture To Bring new untapped rural and innovative and yongistan models market ST Strategy WT Strategy To launch a • THREATS To Change • WEAKNEESES car like• New entrants brand • Brand positioning CERVO• New emission norms positioning • Dependent upon Imported diesel engine Free Powerpoint Templates Page 35
MARUTI AND CRM Maruti created a land-mark in CRM by launching a website for the customers in the year 1998 Maruti is investing a lot of money and effort in building customer loyalty programmesMaruti Auto Card Free Powerpoint Templates Page 39
MARUTI AND CRM True Value Outlet On Road ServiceAvailability of easy finance Free Powerpoint Templates Page 40
MARUTI AND CRMMarket Research DepartmentTheir Market Research department remains on its toes tostudy the changing consumer behaviour and marketneeds. Maruti enjoys 70%repeat buyers which furtherbolsters their claim of being customer friendlyMaruti Call CenterMaruti has proper customer complain handling cellunder the CRM dept. The CIC will help MSL rapidly buildan information pool of over 3 million Maruti owners aswell as that of its prospective customers Free Powerpoint Templates Page 41
OTHER ADVANTAGE: WHICH HELP IN CRM A Buying Experience Like No Other Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across 189 cities, with a workforce of over 6000 trained sales personnel to guide MUL customers in finding the right car. Quality Service Across 1036 Cities In the J.D. Power CSI Study Maruti Suzuki scored the highest across all 7 parameters: 1.least problems experienced with vehicle serviced, 2.highest service quality, 3. best in-service experience, Free Powerpoint Templates Page 46
OTHER ADVANTAGE: WHICH HELP IN CRM 4.best service delivery, 5.best service advisor experience, 6. most user-friendly service and 7.best service initiation experience. 92% of Maruti Suzuki owners feel that work gets doneright the first time during service. The J.D. Power CSIstudy also reveals that 97% of Maruti Suzuki ownerswould probably recommend the same make ofvehicle, while 90% owners would probably repurchasethe same make of vehicle. Free Powerpoint Templates Page 47
OTHER ADVANTAGE: WHICH HELP IN CRM One Stop Shop At Maruti Suzuki, customers will find all car related needs met under one roof. Whether it is easy finance, insurance, fleet management services, exchange- Maruti Suzuki is set to provide a single-window solution for all car related needs. The Low Cost Maintenance Advant The acquisition cost is unfortunately not the only cost customers face when buying a car. Not so in the case of a Maruti Suzuki. It is in the economy segment that the affordability of spares is most competitive, and it is here where Maruti Suzuki shines. Lowest Cost of Ownership The highest satisfaction ratings with regard to cost of ownership among all models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto and Omni. Free Powerpoint Templates Page 48
CRM THROUGH SOCIAL RELATIONSHIP In 1999 Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai as social initiatives. Maruti Driving School-Available in all major cities. Lady trainer for lady customer. Institute of Driving Training and Research. Free Powerpoint Templates Page 49
STATIONS OF EXPERIENCEStation 1 Station 2 Station 3 Station AFTER BOOKIN DELIVERENQUIRY SALES G Y SERVICEPositive/Negativ Positive/Negativ Positive/Negativ e e Positive/Negative e Full technical tests Water Pre Advance - Water Juice Booking Water/ Cold Drink Tea & Biscuit LaunchProfessional Tea & Biscuit Snacks Friendly Friendly Flowers Chocolates Ganesh Ji Reminder Call Free Powerpoint Templates Page 50