1999, Nanda tyres entered tire business

with the MRF franchise in Talegaon.

2005, Nanda tyres opened MRF franchise
in Lonavala.
Caters to sales of Passenger Car Tyres
(PCR) & Truck/bus Tyres along with Tyre
tubes.
Offers services such as:

Wheel balancing
Wheel alignment
Nitrogen filling
Tubeless tires repairing

MRF supports in setting up the showroom.

MRF provides the advertisement boards
Financial arrangement with MRF for
machinery
Training @ MRF
Tyre sales are monitored by MRF
MRF franchise arrangement for 6 yrs.
Warranty claims dealt with MRF
Minimum inventory to be stocked
Attached to MRF Pune Depot

Start

SALES
Enquiry
for Tyres
Check
inventory
Availab
le?

No

Yes
Sell to
user

END

Yes

Inventor
y < 800

Order
Tyres
Receive
tyres for
sale

No

Order
Tyres

Receive
tyres

END

Tires are sold with 3 years warranty .

Customers demand replacement of damaged
Tires. In such cases Nanda tires fill-up the complaint
form and sends to MRF for the processing along
with damaged tire.
MRF acknowledges the receipt of complaint via
SMS to customer and Nanda tires.
MRF tests these tires for reason of failure and then
sends the acknowledgement of acceptance or
rejection to customer & Nanda tires via SMS.
A detailed analysis is sent to Nanda tires, based on
that Nanda tire decides to replace a tire.
If there is a specific demand from a customer for a
non standard MRF tyre, then it is checked with
depot in pune and arranged within 3 days.

A Job card is prepared for the vehicles

coming for tire services such
Wheel balancing
Wheel alignment
Nitrogen filling
Tubeless tires repairing

The service is rendered at an average

of 20 minutes.
Customer feedback is asked after 10
days of rendering the above service.

Start

SERVICE
Report
Defect
Tyre
under
warranty
?

No

Replace the tyre

- Chargeable

END

Send the
tyre to
MRF
Receive
Test
report
Is defect
accept
ed?

No
Ye
s

Replace the tyre Chargeable

END

Replace the tyre free

END

Nanda Maintains an inventory of

minimum 800 tires.
MRF has 350 variants of tyres & tubes.
Wheel Balancing Machinery.
Inflation machinery

PRIVATE TAXI/CAR OWNERS

TOURIST TAXI/CAR DRIVERS
TRUCK OWNERS

MRF has 350 variants of tyres.

Nanda Maintains an inventory of
minimum 800 tires.

Nanda tires has employed 6 persons, of which 2

are administrative staff members and 4
technicians.
These technicians are recruited with a formal
interview process, who at least posses a basic
education qualification of 10th Pass.
So that they can identify the tire model nos of the
respective cars.
These technicians undergo training at MRF facility
for a duration of 30 days, which is split in to 15 days
practical and 15 days theoretical training.
Training method includes communication with
customer.
Technicians are given responsibility and developed
for leadership based on their seniority and
experience.

Nanda tires analyzed over period of time that,

Attending to a customer, for sale of tires consumes
average 6 minutes
To service a vehicle for wheel balancing / alignment it
takes minimum 20 minutes.

Services are limited only to vehicles coming to showroom

and not on road support provided.
For tyre replacement, all three stake holders Nanda, MRF
& customers Tires are kept informed at every stage thro
SMS.
As and when tired are sold, inventory is maintained
manually in a register.
Demand for the tires are raised on MRF depot at Pune
when the inventory goes below the minimum stock level.
Every month incentive to technicians is given based on
their performance.

Online Order Placement for tyres to be

incorporated against the conventional method of
book keeping.
Online mechanism to enter and track the
customer complaints against the conventional
manual book keeping method.
Tyres are delivered with Barcode are impregnated
in them, which is not being used for any purpose.
Could be used for above online tracking
mechanism..
On Road Services to be provided.
Customer Satisfaction chart need to be displayed
Contact customers after approximate lifetime of a
new tyre

1.
2.
3.

4.
5.
6.
7.

8.
9.
10.

Does he use ERP system

Criteria used to employ the technicians
Are you a multi brand dealer or a single brand
dealer
What type of customers are you serving
Skill building / Training for technicians
Working hours and working days
Incentive method to the technicians
Customer complaints feedback and display
On an average how long a product stays in the
inventory
Sales volume per month

Is there any competitors for you?

2.
How successful are you in convincing the customer about
a rejected guarantee claim
3.
How many customers go for services other than their
intended services after coming to your agency
4.
Do you think that you can do better by securing franchise
for another manufacturer
5.
What are the new technologies employed
6.
What is the mechanism for capturing customer feedback
7.
Financial arrangement between manufacturer and
agency for capital expenses
8.
How efficient is the storage
9.
How clean is your shop
10. How do you dispose non moving tyres
1.

1.
2.
3.
4.

5.
6.
7.
8.
9.

10.

Effect of Variability in service sector & dynamic pricing

Managing of fast moving and slow moving inventories
Influencing the customer needs using cross selling methodology
Standardization of processes across different locations for
brand building
Methodologies in addressing and acknowledging the customer
complaints
Managing idle resources during slack period
Impact of the individual ego on family owned businesses
Power balance between manufacturer and dealer
Supplier Chain Approach Hold on to Supplier for loyalty or
switch suppliers at regular intervals to get better quality &
service
Delegating work & responsibility to sub-ordinates and
developing them as a leader