CHAPTER - I

INTRODUCTION
To be a leader in the competitive world, business organizations have to be timely
deliver the product to the customer apart from focusing on technology up gradation, cost
conscious, improvement in product Quality and increase in volume of production. This
project will analyze and identify the lead time of production problem of timely material
availability and the problem held in the delivery of vehicles in the sales yard.
The present day competition is not based on Quality, which is taken for granted, not
based on price, but is increasing based on the delivery. Hence the product delivery (i.e. on
time dispatch. Hence the product delivery mechanism needs to be made more effective and
efficient to meet this challenge. !iming at this improvement, this project studied the supply
chain at !shok "eyland, #lant $$, at the point of delivery to marketing department and
brings to light the issues affecting the delivery capability. This project also suggests
solutions to reduce the problems identified during the dispatch of vehicles, which is well
within the control of plant $$. %y deliver the product in the right time, this will result in
customer satisfaction.
1
COMPANY PROFILE
The company is started as !shok &otors during '()*, !ssembling !ustin
cars at +hennai. The company entered in commercial vehicles market during '(,-
in collaboration with %ritish "eyland, and is reformed !shok "eyland. $n '(*.,
H$/012! 3451# had taken over !shok "eyland and joined hands with $67+5,
the 7uropean trucking giant bringing in international technology for
manufacturing world class +!435 range of trucks in $ndia. 8or over five
decades, !shok "eyland has been a major presence in $ndia9s commercial vehicle
industry.
These decades have been punctuated by a number of technological
innovations by !shok "eyland that went on to become industry norms. !shok
"eyland is the first to introduce full:air brakes, multi:a;le trucks, +/3 buses and
a host of innovations in buses. !shok "eyland9s range of dedicated bus answers
the special needs of urban mass transportation. /o wonder then that four out of
<T1 buses in the $ndian metro come from !shok "eyland. !t =- million
passengers a day, !shok "eyland buses carry more people than the $ndian rail
network.
2
PRODUCTS PROFILE
The wide ranges of rod!"#s $an!fa"#!red %& AL were 'is#ed %e'ow(
. Ton 36> to ), Ton 3T> 6ehicles
?= To (- <eated %uses
<pecial !pplication 6ehicles
5ff highway vehicles
0efense support vehicles
0iesel 7ngines for $ndustrial @ &arine !pplication in !shok "eyland
Hosur:$$, 7comet range of new generation trucks and regular !" models are
manufactured. The introduction of +argo in !shok "eyland product range paved
the way to meet companyAs corporate goal of B3lobal <tandards:3lobal &arkets.
3
HOSUR PLANT ) II
!shok "eyland #lant $$, located in <$#+5T $ndustrial +omple; $$, Hosur,
with a built C up area of (,, --- sD. meters. $n a ?E.:acre plot, is a state of the art of
manufacturing facility for the world class +argo range of trucksF
0esigned @ built to deliver international Duality products, with an annual
capacity of E=,--- vehicles the plant has numerous automated conveyors in +hassis
assembly, +ab Trim, 8rame !ssembly @ !;le !ssembly. ! Hi:tech paint shop, a
heavy duty press shop for side members and a +ab >eld <hop are uniDue features in
the plant.
4
CUSTOMER INFORMATION
&any authors (4eich held and Genny, '((-H Ieithaml, et.al., '((-H %owen
and "awler, '((-H <chlesinger and Heskett, '((' have cited the relationship
between customer retention and the Duality of service e;perienced by the customer.
4eich held and Genny ('((- specified si; factors as imperative to improving
retentionJ senior management commitmentH a customer focused culture in which all
employees and managers focused their full attention on customer satisfactionH
retention information systems that tracked and analyzed the root causes of
defectionsH empowerment of front line employees to take actions that provided
immediate customer satisfactionH continuous training and developmentH and
incentive systems based on customer retention.
#arasuraman, et. al. ('(*) studied Duality in four service businesses,
including credit card services, and developed a model of service Duality. They noted
thatJB! variety of factors, including resource constraints, management perceptions of
consumer e;pectations and the firmAs service Duality specifications will affect service
Duality from the consumerAs viewpoint.B
5
CUSTOMER SATISFACTION

This feasibility study commissioned by the /ational $nstitute for !dvanced
$ndustrial <cience and Technology in 2apan (!$<T and supported by the <ustainable
+onsumption 1nit (1/7# provided an overview of approaches used in different
disciplines for evaluating consumer behavior. The study analyzed the applicability of
e;isting research concepts, theories, and tools for evaluating consumer satisfaction
with product:service systems (#<<. $t included a discussion of their
strengthsKweaknesses.
$t has been recognized that eco:efficiency improvements at production and
product design level can be significantly reduced or totally negated by rebound
effect from increased consumption levels. $n line with this problem factor '- to ?-
material and energy efficiency improvements have been suggested (8actor '- +lub
'(()H <chmidt:%leek '((=H %olund, 2ohansson et al. '((*H 4yan '((*. The
improvements, however, if not carefully done, may still lead to rebound effects
through changes in resource prices.
!s a potential solution to the factor '-K?- vision, system level
improvements have to be made, contrary to redesigning individual products or
6
processes (>eterings and 5pschoor '((?H 6ergragt and 2ansen '((EH von
>eizsLcker, "ovins et al. '((.H 4yan '((*H &anzini '(((H %rezet, %ijma et al.
?--'H 7hrenfeld and %rezet ?--'. The product service system (#<< concept has
been suggested as a way to contribute to this system level improvement
(3oedkoop, van Halen et al. '(((H &ont ?---. Here the environmental impacts of
products and associated services could be addressed already at the product and
service design stage.
<pecial focus should be given to the use phase by providing alternative
system solutions to owning products. ! number of e;amples in the business:to:
business (%?%area e;ist that confirm the potential of #<< for reducing life cycle
environmental impact. $t is, however, increasingly evident that business e;amples
are difficult to directly apply to the private consumer market. #rivate consumers,
contrary to businesses, prefer product ownership to service substitutes (<chrader
'((=H "ittig '((*. 7ven if accepted, the environmental impacts of Mservices
productsN offers depend to a large e;tent on consumer behavior.
To address this problem, either behavioral or service system design changes
7
are needed. +hanging human behavior and e;isting lifestyles contributes to the
vision of sustainable development, but at the same time, it is an e;tremely difficult
and time:consuming process. ! potentially easier way is changing the design of
the product:service system to reduce behavioral pitfalls. $n order to change system
design, it is necessary to understand how consumer acceptance of more sustainable
solutions is formed, influenced or changed, what the influencing factors are and
what are the leverage points for best results with lowest costs. 1nderstanding
consumer perceptions and behavior in this conte;t is crucial.

CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
! considerable body of literature in a range of different disciple lines e;ists
8
on consumption, consumer behavior, and consumer decision:making process.
4esearch in economics, business, marketing, psychology and sociology domains
studies consumer behavior from different theoretical premisesJ Mfor economists,
consumption is used to produce utilityH for sociologists, it is a means of
stratificationH for anthropologists C a matter of ritual and symbolH ) for
psychologists C the means to satisfy or e;press physiological and emotional needsH
and for business, it is a way of making moneyN(8ine '((..
8or more than a decade now, a range of studies that address
environmentally sound consumer behavior, e.g. car use, waste sorting,
minimization and recycling practices, have been conducted. However, few studies
evaluated consumer acceptance of the #<< concept C a consumption based on non:
ownership of physical products, see, for e;ample, studies on car sharing schemes
(<chrader '(((H &eijkamp ?---, ski rental and washing services (Hirschl,
Gonrad et al. ?--'.
5ne reason e;plaining the lack of studies in the area could be that, there are
still not many #<< schemes in place to serve as test grounds. !nother reason could
9
be uniformity of research focus. &ost of consumer research focused on adopter
categories, habits, attitudes and intentions, rather than on actually measuring the
satisfaction level with the service. The reason is probably that #<< ideas have been
promoted by researchers from the environmental management, marketing, design,
and engineering fields, and to a lesser e;tent by sociologists, who hold the banner
of research in customer satisfaction.

CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the consumer and to
influence buying behavior. 5ne of the main perspectives of the consume r behavior
10
research analyses buying behavior from the so:called information processing
perspectiveB (Holbrook and Hirschman '(*?. !ccording to the model, customer
decision:making process comprises a need satisfying behavior and a wide range of
motivating and influencing factors. The process can be depicted in the following
steps (7ngel, %lackwell et al. '((, /eed recognition C realization of the
difference between desired situation and the current situation that serves as a
trigger for the entire consumption process.
<earch for information : search for data relevant for the purchasing decision,
both from internal sources (oneAs memory andKor e;ternal sources.
#re:purchase alternative evaluation : assessment of available choices that can
fulfill the realized need by evaluating benefits they may deliver and reduction of the
number of options to the one (or several preferred. #urchase : acDuirement of the
chosen option of product or service. +onsumption : utilization of the procured
option.
#ost:purchase alternative re:evaluation : assessment of whether or
not and to what degree the consumption of the alternative produced satisfaction.
11

0ivestment : disposal of the unconsumed product or its remnants. %esides
the information processing perspective, marketing analyses consumer behavior by
employing a psychologically grounded concept of attitudes (%alderjahn '(**H
4onis, Oates et al. '(*(H "uzar and +osse '((*. $t is consumer attitudes that are
usually named as the major factor in shaping consumer behavior and a wealth of
studies is available on the topic of how attitudes can predict behavior.
12
INTER-DISCIPLINARITY OF CONSUMER RESEARCH
0ifferent research disciplines diverge in their presuppositions about
human nature, factors influencing consumer behavior, market response, etc.
Therefore, they naturally employ different research approaches. However,
despite that seemingly insurmountable abyss between disciplines, we see that
many research topics and methods overlap, and that there is no clear:cut line
between different domains of consumer research.
&any consumption:related issues are being increasingly addressed
from interdisciplinary or multidisciplinary perspectives. &any
interdisciplinary concepts and factors are of interest for research on consumer
satisfaction with eco:efficient services and #<<. +ontrary to the suggestions
from many traditional neoclassical theories, consumption patterns are very
fle;ible and prone to various influences.
13
Today consumer behavior is increasingly dynamic as the choice of
alternatives increases with the growth of global markets. The comple;ity of
the decision:making process and a large number of influencing factors
suggest that changing consumer behavior towards more sustainable
consumption is a challenging process, which reDuires coordination at
individual and societal level. The area of #<< and eco efficient services is still
developing. 8urther efforts are reDuired in order to understand relations
between the functional and emotional needs of customers.
14
DIFFERENT LE*ELS OF COMPLE+ITY
>hen evaluating satisfaction with a product, customers initially assess
tangible features of the product. $n the service conte;t, the features, though
observable, are considerably less tangible and are thus more difficult to assess.
! product service system comprises four components (products, services,
infrastructures, and networks, rendering the evaluation process of consumer
satisfaction even more comple; (&ont ?---. Here the part of the system, with
which the customer comes into direct contact, is larger than in the case of a pure
product or service, which has implications for customer evaluation process. $n
the case of #<< or eco:services, customers are e;posed to both dimensionsJ
product and service.
$n addition, due to closer relations with the service provider, customers
can even become e;posed to infrastructure and networks that support #<<
delivery. Therefore, in the #<< conte;t, an evaluation of all four #<<
components becomes relevantJ
15
#roduct evaluation is conducted by assessment of products or
technologies. #erson:based or other types of services (technical, information
and knowledge services that are included into #<< may be evaluated.
$nfrastructure can be evaluated when the customer comes into contact
with enabling supporting technology, or by evaluation of ambient conditions,
spatial layout or by evaluating signs and artifacts of the #<<. /etworks, are not
usually e;posed to the customer, but in some cases may be evaluated when they
come into contact with customers.
16
RESEARCH FRAME,OR-S AND METHODS
! great variety of methods and frameworks for understanding and
evaluating consumer acceptance and satisfaction are used in different
disciplines. The study has discussed the following frameworksJ Gano model of
customer satisfaction, the $nnovation diffusion of 4ogers, the service Duality
model of 3rPnsroos, and <746Q1!" model by #arasuraman. The study has
also surveyed a range of tools used for evaluating and measuring consumer
satisfaction.
These included surveys, in:depth interviews, focus group interviews,
observations, mystery shopping, and psychographic portrait of customers. !
number of drawbacks and benefits pertaining to the tools have been pointed out
and discussed. %oth the research models and the tools, while diverse to a
different e;tent, were found to be useful for application in the #<< research
area.
The environmental impacts of ever increasing consumption throughout
the world have been recently recognized. &any solutions have been proposed
to combat the rising levels of consumption. 5ne of the concepts suggested as
a potential solution to reduce consumption levels is the concept of product:
service systems (#<<.
17
The concept proved to be viable in the business:to:business conte;t.
However, in the private consumer markets, it has been less successful, both in
terms of economic viability and environmental impact reduction. 1ser
behavior has been named as the primary reason for this situation. To address
this problem, either behavioral or service system design changes are needed.
+hanging human behavior and e;isting lifestyles contribute to the vision of
sustainable development, but it proves to be an insurmountable task over a
short period of time.
!lternatively, changing the design of product:service system to reduce
the behavioral pitfalls could be a potentially easier way towards sustainable
development. +hanging system design reDuires understanding how consumer
acceptance of more sustainable solutions is formed, influenced or changed,
what are the influencing factors and what are the leverage points for the best
results with lowest costs.
18
1nderstanding consumer perceptions and behavior in this conte;t is
crucial. However, the consumer decision making process is much more
comple; and intricate than just a simple decision about shifting from owning
product towards paying per use of it. Throughout this study we demonstrated
that products are not seen purely for their functional features, but rather
products are comple; combinations of various attributes, which, together with
functionality, also bring status, serve as a key to a certain social class,
reinforce self:esteem, and much:much more.
Therefore, the goal of this study was to take a step towards a better
understanding of the comple;ity of the phenomena we are aiming to change.
>e did that by looking at how different disciplines perceive the consumption
process in general and the consumer decision making process in particular.
>e saw the wealth of theories and frameworks being developed trying to
solve this puzzle.
19
>e then looked closer at the potentially most promising models, which
could prove useful in understanding the consumer decision:making process in
the conte;t of ownerless consumption. >e also found some useful tools,
which can be employed for collecting information about and from consumers.
$dentified frameworks and tools were then evaluated for suitability in the #<<
conte;t. >e also provided some suggestions and e;amples for how several
presented models could be operationalised in the #<< conte;t. <ome
important lessons were learned from this studyJ
The consumer is a moody creature C swinging between rationality and
emotional behavior.
!ll disciplines we looked at addressed consumption from some
perspective. This perspective may be uniDue to this discipline, or may share
common premises with other disciplines. +ross: fertilization and learning is the
key to success.
20
The challenge is not in the availability of analysis tools, but in analysis
frameworks, which would allow us to speak the same language as our system
and understand it better.
>e can probably employ just one tool to measure customer satisfaction
with our system. %ut it is multifaceted and thus a combination of tools is more
promising.
#<< is a system, comprised of products, services, infrastructures, and
networks. The criteria we want to evaluate this system against should include
attributes of each dimension. #<< is a multi:disciplinary area and initiating
system level change will reDuire system level effort. 4esearchers with various
backgrounds need to be involved in developing ideas and methods for
measuring customer satisfaction with #<<. M/on:socialN #<< practitioners
should learn methods of social sciences.
21
NEED FOR THE STUDY
The recent development on the nationwide road network and
increased necessity for the goods movement and passenger traffic has
paved >ay for the increased volume in production of commercial
vehicles. !lso the customer needs on the specific reDuirements for
different application 3ave way for the increase in models to suit the
specific applications resulting in producing to suit the customer
reDuirements. The present day competition is not based on Quality,
which is taken for granted, not based on price, but is increasingly based
on the 0elivery (i.e. on time dispatch.
22
SCOPE OF THE STUDY
The scope of the project is to study the problems and identify in
the $ncoming vehicles of the sales yard after passed to sale (#T< and
improve to 0ispatch the vehicle to the customer in right time (on time.
The data +ollected were analyzed for the entire sample. 0ata analyses
were performed with statistical package for social sciences (<#<< using
techniDues that $nclude descriptive statistics, correlation analysis and
!&5< #ackage for <tructural 7Duation &odeling.

23
CHAPTER )II
REASEARCH METHODOLO.Y
INTRODUCTION(
$ncoming vehicles to the sales yard are inspected.
<tandardization of various activities to handle different models.
To optimize and improve the Duality of service to the user.
!nalysis of the various assembly and subassembly for the study.
+onducting test and trial.
<uggestions will be taken up with the marketing departments for
!pproval and implementation
24
O/0ECTI*ES
The specific objectives are in orderJ
'. To identify the problems in the vehicles after passed to sale and to
enable the goods to reach the needed customer in time without delay.
?. To study the e;isting processes and improve the Duality of the
vehicles through process re:engineering. The work content involved
to achieve the objective of this project is data collection, !nalyzing
and improving the e;isting processes to reduce the problem during
the dispatch of vehicles.
E. To study about the total brand value about the !shok "eyland.
25
). To study the brand satisfaction about !shok "eyland customers.
,. To study the brand position about the !shok "eyland vehicles.
26
SAMPLE SI1E
The sample size of the project is '-- response. The sample size is
determined as multivariate analysis and random method for '-- response for
the service.
SAMPLE DESI.N
The research design is for fulfilling objectives and answering Duestions of specific
research problems, a research design is purely and sampling the frame work a plan for a
study that guides the collection and analysis of the data.
SOURCES OF DATA
The major sources are primary and secondary.
Da#a is of #wo #&es
'. #rimary data
?. <econdary data
23 Pri$ar& Da#a
#rimary data can be collected by true means an observation. Here only
the observation method of data collection has been used as the information.
The Duestionnaire methods basically makes use to tool for data collection but it
is not reDuired for this project. 8or the purpose of the study the observation has
been administrated to obtain the necessary information
43 Se"ondar& Da#a
The secondary data gathered from published and unpublished records both
internal and e;ternal were used to from secondary data.
LIMITATIONS
There may be limitations for all the projectsH the project also has many "imitations. The
limitations listed below.
0ue to the time constraints, the scope of the study is reduced and
focused problems only on sales yard.
The study is to inspect the all incoming and outgoing vehicles in the
sales yard and identify the defective vehicles before dispatch to the
+ustomer.

CHAPTER - III
DATA ANALYSIS & INTERPRETATION
TA/LE-2
%rand name comes to mind about heavy vehicles
%4!/0 47<#5/07/T< #74+7/T!37
!shok "eyland .- .-Q
Tata ', ',Q
7icher '- '-Q
5thers , ,Q
T5T!" '--Q
INTERPRETATION(
The table shows that ashok "eyland is the brand mostly remembered by .-Q of
respondent, Tata is the brand remembered by ',Q of respondent, 7icher is the brand
remembered by '-Q of respondents and the others ,Q.
CHART ) 2
TA/LE-4
!ttributes differentiate top E heavy vehicles
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
Quality E- E-Q
#rice ?, ?,Q
Technology used ', ',Q
8uel efficiency ', ',Q
"oad capacity '- '-Q
5thers -, -,Q
T5T!" '--Q
INTERPRETATION(
The table shows that the top E heavy vehicles Duality is up to E-Q of respondents,
price is up to ?,Q of respondents technology used ',Q of respondents, fuel efficiency is
up to ',Q of respondents, load capacity is up to '-Q respondents and the others are just
, Q of respondents.
CHART ) 4
TA/LE-5
!ttributes reDuire by customers
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
Quality E, E,Q
#rice ?- ?-Q
Technology used ', ',Q
8uel efficiency ', ',Q
"oad capacity '- '-Q
5thers -, -,Q
T5T!" '--Q
INTERPRETATION(
This table shows the customers Duality reDuirement is E,Q of respondents , price
is up to ?-Q of respondents , technology usage up to ',Q of respondents , fuel efficiency
is up to ',Q of respondents, load capacity is up to '-Q of respondents and the loan
facility is about ,Q of respondents.
CHART -5
TA/LE-6
5ften buying heavy vehicles
#74$50 47<#5/07/T #74+7/T!37
5nce in a year '- '-Q
5nce in ? year '- '-Q
>hen a new model ', ',Q
5nce in E years ?- ?-Q
"oan period is over ), ),Q
T5T!" '--Q
INTERPRETATION(
This table shows that freDuently buying of heavy vehicles once in a year is '-Q of
respondents. 5nce in two year is '-Q of respondents. >hen the new model comes the
buying is up to ',Q of respondents, once in a E year is about ?-Q of respondents. >hen
the loan period is over the buying of heavy vehicles moves to ),Q of respondents.
CHART ) 6
TA/LE-7
%uying a same brand
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
!lways ,- ,-Q
$f is the best is not available E- E-Q
/ever bought ?- ?-Q
T5T!" '--Q
INTERPRETATION(
The table shows that buying of same brand for ever is ',Q of respondents, if the
best vehicles is not available only E-Q of respondent buy the same brand and ?-Q of
respondents never bought the same brand.
CHART ) 7
TA/LE-8
Testing another brand
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
/ew one cores )- )-Q
%etter model cores E- E-Q
!vailable of local dealers ?- ?-Q
/ever test another one '- '-Q
T5T!" '--Q
INTERPRETATION(
This table shows that testing with another brand once is done when the new
vehicles comes is )-Q of respondents , better model come his E-Q of respondents ,
available of local dealers is about ?-Q of respondents . >here never test with another
vehicles is up to '-Q of respondents.
CHART ) 8
TA/LE-9
<atisfied from !<H5G"7O"!/0
!TT4$%1T7< 47<#5/07/T #74+7/T!37
Highly satisfied E, E,Q
<atisfied ?, ?,Q
&oderate ?- ?-Q
0issatisfied ', ',Q
Highly dissatisfied -, -,Q
T5T!" '--Q
INTERPRETATION(
This table shows ?,Q of respondents or satisfied with ashokleyland E,Q of
respondent highly satisfied, ?-Q of respondent are moderately satisfied, ',Q are
dissatisfied with the brand @ highly dissatisfied respondent are just , Q
CHART ) 9
TA/LE-:
4ecommending !<H5G"7O"!/0 vehicles
!TT4$%1T7< 47<#5/07/T #74+7/T!37
0efiantly E, E,Q
<ome times ?, ?,Q
5nly to my well wisher ?- ?-Q
/ever propose ', ',Q
0on9t want take rest -, -,Q
T5T!" '--Q
INTERPRETATION(
This table shows people recommending ashokleyland vehicles always is E,Q of
respondent , ?,Q of respondent recommended sometimes ?-Q of respondents only to
their well:wishers, never recommend is about ',Q. The people do not take risk is about
,Q of respondent.
CHART ) :
TA/LE-;
<atisfaction with the Duality of the brand.
!TT4$%1T7 R47<#5/07/T #74+7/T!37
Highly satisfied E, E,Q
<atisfied ?- ?-Q
&oderate ?- ?-Q
0issatisfied ', ',Q
Highly dissatisfied '- '-Q
T5T!" '--Q
INTERPRETATION(
This table shows people highly satisfied with the Duality of brand is about E, Q of
respondents are satisfied with Duality of the brand , respondents moderately satisfied are
?-Q , ', Q of respondents are dissatisfied with the Duality and '-Q are highly
dissatisfied.
CHART ) ;
TA/LE-2<
<atisfaction with the value of the %rand.
!TT4$%1T7 47<#5/07/T #74+7/T!37
Highly satisfied )- )-Q
<atisfied ?, ?,Q
&oderate ?- ?-Q
0issatisfied '- '-Q
Highly dissatisfied -, -,Q
T5T!" '--Q
INTERPRETATION(
This table show )-Q of respondents are highly satisfied with the value of the
vehicles, ?,Q of respondents of satisfied, ?-Q are moderately satisfied, '-Q are
dissatisfied and ,Q of respondents are highly dissatisfied with the value.
CHART ) 2<
TA/LE-22
<atisfaction with the purchase e;perience of !shok "eyland.
!TT4$%1T7 R47<#5/07/T #74+7/T!37
Highly satisfied )- )-Q
<atisfied ?, ?,Q
&oderate ?- ?-Q
0issatisfied '- '-Q
Highly dissatisfied -, -,Q
T5T!" '--Q
INTERPRETATION(
This table shows )-Q of respondents are highly satisfied with the purchase
e;perience from the brand , ?,Q are satisfied, ?-Q are moderate, '-Q dissatisfied and
,Q respondent are highly dissatisfied with the purchase e;perience.
CHART ) 22
TA/LE-24
<atisfaction with the usage e;perience of !shok "eyland.
!TT4$%1T7 47<#5/07/T #74+7/T!37
Highly satisfied E, E,Q
<atisfied ?- ?-Q
&oderate ?- ?-Q
0issatisfied ', ',Q
Highly dissatisfied '- '-Q
T5T!" '--Q
INTERPRETATION(
This table e;plains the usage e;perience with the brand, E,Q of respondents are
highly satisfied, ?-Q are satisfied, ?-Q are moderately satisfied, ',Q are dissatisfied and
'-Q respondents are highly dissatisfied with the usage e;perience.
CHART ) 24
TA/LE-25
<atisfaction with the service e;perience of the brand
!TT4$%1T7 R47<#5/07/T #74+7/T!37
Highly satisfied )- )-Q
<atisfied E- E-Q
&oderate '- '-Q
0issatisfied -* -*Q
Highly dissatisfied '? '?Q
T5T!" '--Q
INTERPRETATION(
This table shows the highly satisfied service e;perienced respondents are )-Q.
E-Q of respondents are satisfied, '-Q of respondents are moderately satisfied, *Q are
dissatisfied and respondents highly dissatisfied with the services is '?Q.
CHART ) 25
TA/LE-26
<atisfaction with the price of the %rand.
!TT4$%1T7 R47<#5/07/T #74+7/T!37
Highly satisfied E- E-Q
<atisfied ?- ?-Q
&oderate ?, ?,Q
0issatisfied ', ',Q
Highly dissatisfied '- '-Q
T5T!" '--Q
INTERPRETATION(
This table shows E-Q of respondents are highly satisfied with the cost of the
vehicles, ?-Q are satisfied, ?,Q are moderately satisfied, ', Q are dissatisfied and
respondents highly dissatisfied with the price of the vehicles is '-Q .
CHART ) 26
TA/LE ) 27
&otivates to buy !<H5G "7O"!/0
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
%rand name ', ',Q
+redit facility '? '?Q
6alue '' ''Q
<ervice 'E 'EQ
6ariety '( '(Q
5n time delivery '. '.Q
8riend @ relatives -* -*Q
5thers -, -,Q
T5T!" '--Q
INTERPRETATION(
This table shows ',Q of respondents are motivated to buy ashokleyland is
because of the brand name, '?Q are motivated by loan facility, ''Q are because of value,
'(Q are due to service, respondents motivated to buy is through variety, *Q of
respondent are motivated because of friend@ relatives.
CHART ) 27
TA/LE ) 28
!ttribute to mind when think of !<H5G "7O"!/0.
!TT4$%1T7< 47<#5/07/T< #74+7/T!37
Quality '= '=Q
<tyle @ +olour 'E 'EQ
1niversal acceptance '? '?Q
6alue '' ''Q
<ervice '* '*Q
0elivery '= '=Q
!fter sale C service '- '-Q
5thers -) -)Q
Total '--Q
INTERPRETATION(
This table shows '=Q of respondents think of this brand is because of the Duality,
'EQ style @ colour are the reasons to think of ashokleyland, '?Q of respondents think of
the universal acceptance, ''Q of respondents think the value, '*Q of respondents about
services and )Q think about the other reasons
CHART ) 28
TA/LE- 29
5verall satisfaction of !<H5G "7O"!/0 vehicles
!TT4$%1T7 47<#5/07/T #74+7/T!37
%est E- E-Q
6ery good ?- ?-Q
3ood ', ',Q
&oderate ', ',Q
#oor '- '-Q
6ery poor '- '-Q
T5T!" '--Q
INTERPRETATION(
This table shows the overall satisfaction of ashokleyland vehicles, E-Q of
respondent say it is the best, ?-Q of respondent say very good, ',Q are satisfied of
ashokleyland in a good way, respondents moderately satisfied are ', Q, poorly satisfied
are '-Q and very poor feedback from the respondent are '-Q.
CHART -29
FINDIN.S
#roblems in the vehicles are interlinked.
The major problem in the vehicles is the battery problem.
The damage of material and problem created by poor Duality is drop.
The vehicle shortage is rained due to material shortage.
The Duality of the vehicle mostly affected by the casual labors, because of the poor working
and it leads to reward.
The main reason for a poor direct road test is shortage of components
The vehicles cannot leave the plant in a semi: finished stats.
The performance of the plant is delivering the right product at the right to the market
identified during delivery.
The improve product delivery mechanism.
SU..ESTIONS
The problem occurs very rarely that the wrong purchasing of engine number, chassis
number, model number etc.
The workers will carefully while painting and after painting, it will reduce the repainting
cost of =the vehicles.
The limitations are strictly followed in the company that fuels one given e;actly in each
stage.
The product delivery mechanism needs to be made more effective and efficient to meet
this effective and efficient to meet this challenge.
To identify the problems in the vehicles affer passed to sale and to enable the goods to
reach the needed customers in time without delay.
The design of the product service system to reduce behavioral pit falls
#roduct service system is comprised of products, servicesH inform structures, and net
works.
The Duality inspector inspects the vehicle before sending to the sales yard.
The depicts the complicit transformation of the raw materials into a finished products.
The processes are initialized by the procurement of the marketing plan from the
marketing enforcement.
CONCLUSION
#roblems in the vehicles as we seen in the study will cause the delay in
delivery to the customer and create customer dissatisfactions.
>e have seen that the reasons behind the problem of dispatching the vehicles
are interlinked. ! problem caused at any point creates the delay in delivery of
vehicles. The study began at the sales yard and the collection of data pertaining to
vehicles in one month.
The ne;t major problem in the vehicles is the battery problem, '. Q of the
problem in the vehicle created by battery because of improper maintenance. %y
proper maintaining the battery will minimize the problem in dispatch.
%y improving the material Duality checking, will drop the material
damage and problem created by poor Duality is drop. <ometimes the customer
needed vehicles was not delivered because of shortage. The vehicle shortage is
raised due to material shortage. The material shortage is raised because of supplier,
so if the supplier supplies their material correctly to the company, this problem is
to be reduced.
Quality inspectors are not doing their work properly in the company, they
cannot filter the problem in their stages and it cause problem during the vehicles
dispatch. The Duality of the vehicle mostly affected by the casual labors because of
the poor working and it leads to rework.
=UESTIONNAIRE
/RAND NAME(
'. >hat brand name could you remember for heavy vehicles at your mind firstF
a !shok "eyland b T!T! c 7icher
?. >hat attributes differentiate the top E heavy vehicles brandF
a Quality b #rice c technology used d 8uel efficiency e "oad capacity f others
E. >hat attributes are reDuired by +ustomers
a Quality b #rice c technology used d 8uel efficiency e "oad capacity
f 8inancing facility ("oan g others
). How often do you buy heavy vehiclesF
a 5nce in a year b once in ? years c >hen new model comes d 5nce in E years
e >hen the loan period is over
,. How often do you buy the same brand (!."
a !lways b $f the best is not available c $ never bought
=. The chance of testing another brand
a $f the new one comes b $f better model comes c !vailable of local dealers
d $ never test another one
.. How satisfied are you with your brand of !."
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied e highly dissatisfied.
*. >ould you recommend the !." vehicles to othersF
a 0efinitely b <ometimes c 5nly to my well wishers d $ never propose
e $ don9t want to take risk
/RAND POSITION(
(. How satisfied are you with the Duality
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
'-. How satisfied with the valueF
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
''. How satisfied are you with the purchase e;perience.
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
'?. How satisfied are you with the usage e;perience.
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
'E. How satisfied are you with the service e;perience.
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
'). How satisfied are you with the price.
a Highly satisfied b <atisfied c &oderately 5.G d 0issatisfied
e Highly dissatisfied
&5T$6!T$5/J
',. >hat motives you to buy this brand of !shok "eyland.
a %rand name b +redit facility c value d <ervice e 6ariety f on time delivery
g 8riend @ relatives h 5thers.
'=. >hat comes first to your mind when you think of this brand !shok "eyland.
a Quality b <tyle @ colour c 1niversal acceptance d 6alue c <ervice f 0elivery
g !fter sale <ervice h 5thers.
5674!"" %4!/0 <!T$<8!+T$5/J
'.. >hat about the overall satisfaction of !shok "eylandF
a %est b 6ery good c 3ood d &oderately 5.G e poor f 6ery poor.
'*. !ny other suggestions pleaseF
/I/LIO.RAPHY
!rmstrong ". and <ymonds >. ('(('. %eyond S&ay $ Help OouF9. %usiness
>eekJ Quality '(('
%ritran 3. and Hoech 2. ('((-. The Humanization of <erviceJ 4espect at the
moment of truth. <loan &anagement 4eview, E'(), *(:(=
%oyan $. and 7nright 4 ('((? . High #erformance <ales Training. /ew OorkJ
!&!+5& 0ivision of !merican &anagement !ssociation.
0esouza 3lenn ('((?. 0esigning a +ustomer relation #lan. 2ournal of %usiness
<trategy 'E(? ?):?*
7vert &. ('((E. ! Higher +alling. <ales @ &arketing &anagement, '),(',
E-:E'
8arber % and >yckoff 2. ('((? 4elationshipJ <i; <teps to <uccess. <ales @
&arketing &anagement, '))(), ,-:,*
Heskett 2. <asser >.and Hart +. ('((-. <ervice %reakthroughsJ +hanging the
rules of the 3ame. /ew OorkJ The 8ree #ress, ! 0ivision of &ac &ilan, $nc.
2ackson 0. +unningham >. and +unningham $. ('(**. <ellingJ The #ersonal
8orce in &arketing. <anta %arbara +!J 2ohn >iley @ <ons , $nc