Professional Documents
Culture Documents
ON
Trainning undertaken a
consumer behavior
year 2014-15
ACKNOWLEDGEMENT
I EXPRESS MY SENCERE
In any research project that calls for study of particular aspects in an organization
one needs support of a number of persons who directly or indirectly contribute by
way of discussion, interaction and response.
I convey my deep sense of gratitude to the head BHATIYA & COMPANY, KOTA
for his best direction and motivation, which was a source of encouragement in it
through out the study. I have great pleasure in submitting my project report
regarding EMPLOYEE WELFARE AT BHATIYA & COMPANY. It is impossible to
thank all those who have helped me in completing the project. But I must express
heartily gratitude to few of them.
I specially thank MR. L.K JOSHI & (Mr. JITENDRA SINGH HADA) who
provided me valuable entry into harmonious company to complete my training. I
am extremely grateful to Mrs. manisha who inspite of her busy schedule, was
always there to guide me for making the report.
I would also like to add few heartful words for the kind and emending support of
all the faculty members of MIMT family. I am beholden to my parents and family
members for their blessings and encouragement.
lata hirani
CERTIFICATE
This is to certify that MS. lata hirani a student of BBA I year at modi
institute of management & technology, has completed Project entitled A
Study on consumar behavior in Bhatia And Company The project has been
completed after studying for one year in BBA course and for partially
fulfilling the requirements for award of degree of Bachelor of Business
Administration of University of Kota, Kota.
The project has been completed under the guidance of dr.chetna mangal
faculty of MIMT,kota and is as per norms and guideline provided.
Kota
Date
PREFACE
The theoretical and conceptual aspect target in classroom prove only what
there is a projection in practical situation is analyzed and well understood
that is why practical orientation of management student is must for generally
competence to deal with issue at grass root level. It is for this reason eight
weeks project training is described as a part of syllabus of Bachelor degree
in Business Administration.
The successful completion of any research project requires guidance & help
from a number of people. I take my immense pleasure in expressing a whole
hearted thanks to all the official who guided me all the way through my
training in the organization. I therefore take this opportunity to express my
profound sense of gratitude to all those who extended their whole hearted
help & support to me in carrying out the project work.
I hereby declare that the present report entitled a study practical application
of Research and Development at Bhatia and Company is based on my
original work and indebtedness to other work/publication has been duly
acknowledged at relevant place.
Submitted by
Pawan Dixit
BBA Part III
EXECUTIVE SUMMARY
CONTENTS
Certificates
Acknowledgement
Executive Summary
Chapter -7 Suggestion
* bibliography
*Appendix
CHAPTER-ONE
in
Maruti Suzuki got top rank in 2000 to 2006 and no.1 in-
a) Sales satisfaction
b) Product quality
c) Product appeal
d) Total customer satisfaction
a) Maruti -800
b) Omni
c) Alto
d) Zen
e) Wagon-R
f) Swift
g) Versa
h) Esteem
i) Baleno
j) Grand Vitara
k) Gypsy
Maruti insurance
Maruti finance
Extended warranty
Maruti genuine accessories
Maruti genuine part
True value
Overview
History
For motive sales Staff Company organize different abroad trip like
Singapore Malaysia Trip Hit the cock, go Bangkok & South
India Trip etc.
Major Customer
a) Corporate Areas
DCM fertilizer and Rayons
Instrumentation Limited
Life Insurance Corporation
Banks
b) Businessman
Quality Policy
The organization is committed to provide the sales & service for the
Maruti Udyog Limited cars for the complete satisfaction of its customer with
continuous improvement in quality of service including in quality of service
including provision for eco friendly performance of maintaince. To achieve
these targets following are the quality objective of the organization.
Quality Objective
Bhatias core values and beliefs are reflection of its commitment to build a
world class, learning organization. Striving for excellence in all its
endeavors.
a. Customer Focus
c. Development People
d. Team work
CEO
Director
Pers.sec Yash P. Bhatia
N.L.Jain DGM DGM
N.L.Jain Sales Mktg.
Procc.
DSA Associat
Exec. es
T.L. 1 T.L.2
T.L.1 T.L2
CC
Exec.
DSEs Support staff
service advisor
DSEs
GM-general manager
DSA- dealers of sales associates
CCM- customer care manager
TL- team leader
STRUCTURE OF SERVICE DEPARTMENT
CEO
Director
Pers.sec. GM
Service
Group F.I.
Pickers
Supervisor Claim
CC F/V
Exec.
Painters Deters
Pickers
Pickers Mechanics
Work culture is defined the way of life in the dealership. This is the strongly
influenced by the leadership style and top management believes.
The system and processes can be copied but culture is always unique
to every dealership.
The environment of the dealership must safe and conducive to work.
System related
Behavior related
Dealership should expect from the employees.
Discipline related
Safety related
Behavioral related
Managing Work related
Phone Etiquettes related
CHAPTER-TWO
CONCEPTUAL FRAMEWORK
RESEARCH AND DEVELOPMENT
R&D activities of Maruti have the twin objectives of reducing product costs
by developing capabilities of local
vendors and becoming a regional R&D hub for all Suzuki operations.
The company has adopted a focused model cost reduction technique.
Maruti has been continuously engaging in
Value Analysis/Value Engineering (VA/VE) activities across its operations.
Some areas in which MUL carry out
research and development are localization and development of components,
cost reduction measures such as
VA/VE, development of alternate fuel (CNG and LPG) vehicles,
performance-benchmarking to certain
parameters such as noise, ride handling and braking and development of
power-steering for certain models. MUL
regularly upgrade its models and also launch variants by adding features
developed through research and
development.
All this has resulted in significant reduction in the investment required for
the modifications.
As part of Suzukis plans to make Maruti its research and development
center for cars in Asia (outside Japan), it is
expected to have full model change capability by fiscal 2007.
Manufacturing
Utilities
Maruti do not have to rely on outside sources of power as they have a 60-
megawatt gas turbine captive power
plant, which has multi-fuel capability. They also have our own reverse
osmosis water treatment plant and effluent
and sewage treatment plant.
Maruti has adopted a target control and PDCA approach as the underlying
theme of all its processes
.
PDCA Constitutes:
Planning by setting a target and time-line, dividing into action plan with
value to each factor/element.
Doing the standardized operation as decided.
Hecking through gap analysis to check whether the operation is really
giving the desired results
Acting to freeze if effective or correct.
Productivity
Conservation of energy
Maurti had followed the three principles of Reduce, Reuse and Recycle for
conserving energy. Between fiscal
1997 and fiscal 2004, they had reduced the consumption of electricity
measured as the ratio of kilowatt hours of
power consumed to the number of vehicles produced, by approximately
35%. This was achieved by using energysaving
lights and natural light, and also the efficient usage of other electrical
appliances, thus reducing wastage. In
the same period, reducing the consumption of water, measured as the ratio of
the volume of water consumed to
the number of vehicles manufactured, by approximately 70%. This is
achieved through the recycling of waste
water in their water treatment plant and effluent and sewage treatment plant.
Quality
They had produce high quality products, some of which Maruti had been
exporting to various countries including
the Netherlands, Italy, Germany, the United Kingdom and Switzerland.
Maruti was certified with ISO: 9001:2000 in 2001 and aim to achieve the
TS-16949 certification. In addition, they
had made the following improvements in terms of producing defect-free
products:
DFC OK: Their Direct Final Check OK, or DFC OK percentage, which
signifies the percentage of vehicles
that pass through the inspection stages as defect-free, improved from
approximately 77% in March 2002 to
approximately 90% in March2004.
Reduction in rejection: Their in-process rejection cost per vehicle,
computed as the ratio of (1) the cost of
components rejected due to defects arising during our production process, to
(2) the number of vehicles sold,
declined by approximately 65% from fiscal 2002 to fiscal 2004.
In house warranty: Their in-house warranty costs per vehicle, computed as
the ratio of (1) the aggregate cost
of components incurred by us to service warranty claims arising from
operational defects in our
manufacturing lines, to (2) the numbers of vehicles sold in the fiscal year,
declined by approximately 85%
between fiscal 2002 and fiscal 2004.
A new feather was added recently in Marutis cap in the field of quality when
the Quality Management System of
its Press Shop & associated functions got certification for conformance to
the requirements of TS16949:2002
standard.
Kaizen
Press Shop: Press shop has five transfer presses and two blanking lines. In
the press shop, steel coils are cut to the
required size and panels are prepared by pressing them between various die
sets such as doors, roofs and bonnet.
An anti-rust coat is applied at this stage.
Weld Shop: There are three welding shops with 122 six-axis robots and 25
in-house manufactured two-to-four
axis robots. In this shop, various press metal components manufactured in
the previous stage are spot-welded
together to form the body shell. Various parts such as the floor panel, side
panel, doors and bonnet are subassembled
in this shop. Subsequently, the assembled parts undergo final welding. The
welded body is sent to the
paint shop through a conveyor.
Paint Shop: There are three paint shops, within one of which the final outer
body is fully painted by robots. In the
paint shop, the body undergoes various pre-treatment and electro deposition
painting processes to provide a high
corrosion resistance to the body. The car body is given an intermediate or
primer coat before applying the storing
32
topcoat paint. The intermediate and the final coat are applied by using
automatic electrostatic spray-painting
machines (micro bells) and robots, followed by a baking process.
Assembly Shop: Maruti has highly flexible assembly lines, which can
simultaneously handle a large number of
variants as well as adapt to sequence changes. The painted bodies proceed
for final assembly in three stages. The
first stage is the trim line wherein various components such as roof head
lining, windshield glass and interior trim
components are fitted. Thereafter, the car is transferred to an overhead
conveyor, the chassis line, wherein
components such as the engine, gearbox and front and rear axles are
assembled on the underbody. The vehicle is
then lowered to the final line on its own wheels and here components and
parts such as seats, the steering wheel
and the battery are fitted. The completely assembled vehicle finally rolls out
of the assembly lines to the final
inspection stages.
Machine and engine shops: Assembling and testing of engines takes place at
engine shops and carry out precision
machining of engine components in our machine shops.
RESEARCH METHODOLOGY
5. RESEARCH MERHODOLOGY
Research methodology is the way to systematically solve the research problem. It may be understood as a
science of studying how research is done scientifically.
Universe - Kota
Unit - HDFC SLIC
Sample size - 30
Date source - survey
Method: - random sampling
Sampling plan: - identify and select potential area
Contact method: - questionnaire
PURPOSE
It has also helped us in finding out the answer to various questions that is
Are employees satisfied by the way that they are been judged?
This study has helped us in knowing the strategies, which different service
sector organizations have adopted to appraise their employees.
Properly conducted Research and Developments not only let employees how
well they are performing but also influence their future level of efforts and
task direction.
SCOPE
This study is very futuristic in nature and will never expire, with time we can
add more value to this study by using other human resource tools.
This study has a vast scope. If we includes other human resource tool in this
study could be more beneficial not only this if we have large number of data
this can also add more value to our study.
This study is not only beneficial for research scholars and the organization
but it is also highly beneficial for employees at the various level of the
organization
CHAPTER-FOUR
DATA ANALYSIS
Meaning of research
Objectives of Research
Types of research
RESEARCH DESIGN
SAMPLE DESIGN
All the items under consideration in any field inquiry constitute a universe
or population. The researcher must decide the way of selecting a sample or
what is popularly known as the sample design. A brief mention of the
important sample design is as follows:
Deliberate sampling
Simple random sampling
Systematic sampling
Stratified sampling
Quota sampling
Cluster sampling and area sampling
Multi-stage sampling
Sequential sampling
DATA COLLECTION
Primary data - the primary data are those, which are collected afresh and
for the first time and thus happen to be original in char acted. There are
several methods of collecting primary data, particularly in surveys and
descriptive researches.
Secondary data- secondary data are those, which have already been
collected by someone else and which have already been pass through a
statistical process.
PROJECT PROFILE
HOW TO IMPLEMENT PAS IN BHATIA AND COMPANY?
3. Half-yearly review
4. Annual assessment
5. Feedback
KRAS are the critical areas where employees are the expected to perform,
which have a direct bearing on dealerships business goals.
S Specific
M Measurable
A Achievable
R Realistic
T - Time bound
PROCESS OF SETTING KRA
Dealerships business plan should be in line with the Marutis business plan.
KRAS setting should be completed within first month of the financial year.
Team leaders in collaboration with team members will set individual and
team KRAs.
Desirable practices
Undesirable practices
How he is performing?
His ability?
His behavior?
His relations?
His deserve ness?
It has set up different key result areas for sales and service.
Annual assessment is carried out from the gape of expected verses actual
targets.
Bhatia and Company adopts only MBO process for Research and
Development.
SUGGESTIONS
&
RECOMMENDATIONS
SUGGESTIONS
Books
Websites
www.google.com
www.Maruti Suzuki.com
www.citynews.co.in
www.wekepedia.org
www.tatamotors.com
www.outlookindia.com