ORGANISATION CHART

Chair person
(partners)

General Manager

Servicing manager
Accounts Spar Part Sales Department department
Department Department
Work supervisor
Sales Executives

Head Mechanics

Mechanics

BABASAB PATIL
 WORK ALLOCATION CHART

Work Manager

Front Officer Work Shop Washing Delivery

Supervisor Supervisor Supervisor Supervisor

Team A
Name

Team B
Name

Team C
Name

Warranty In charge

Service Follow-up Passport program Computer

(post service follow- in charge Operator
up)

BABASAB PATIL
ORGNISATION DEPARTMENTS

Sales Department

Service Department

Delivery Department

RTO work Department

Spare part Department

H.R. Department

SALES DEPARTMENT:

In this department all the matters regarding sales& purchases are

handled. Here sales executive meet the customer & brief them with the all

the details required information.

Here sales executive gives quotations, brief description about the required

bike model.

BABASAB PATIL
SERVICE & REPAIR DEPARTMENT 56

BABASAB PATIL
 SERVICE & REPAIR DEPARTMENT

Work manager:

Work Supervisor

Head Mechanics

M/C
C
M/C M/C M/C M/C
C

In this department all the matters regarding service & repair are taken

care. This department is well structured work supervisor address the

problem & gives the customer delivery time then he passes the work slip

to head mechanic. Then head mechanics distributes the work with the

mechanics teams. And problem salving process is carried out.

Delivery Section:

In this section delivery of new bikes are given to the customers. Here

order is received by delivery section in charge were he cross checks the

document produced by the customer then he gives the keys of the bike to

the customer.

Here customer can have test ride of bikes & can select the bike.

BABASAB PATIL
BABASAB PATIL
RTO work department:

In this department all the matters regarding issuing of temporary

registration, temporary insurance, temporary passing of new bikes are

handled. All the necessary paper work required for temporary passing is

handled in this department.

Spare part department:

In this department spare part required by mechanics are stored. And

issued on requirement of the mechanics when necessary.

In this department large stock of Hero Honda spare part are stored to

avoid customer inconvenience.

HUMEAN RESOURSES:

In this department maintain the all human bodies. And select the

employee.

Research Proposal

The research will be conducted to gather information from 100

respondents & a structured questionnaire will be used to collect the

information from the respondents. The data which is collected from them

will be analyzed and classified.

58

BABASAB PATIL
Questionnaire

A structured questionnaire will designed to collect the data from

the respondents. Before collecting the data a pilot survey of 10

respondents will be done to know the accuracy of the questionnaire and to

know the questions which can be easy to understandable by the

respondents. After this survey the corrections will made. And used to

collect information from 100 respondents from various areas in Gulbarga

city.

Method of Sampling Population: Individuals who buy Hero Honda

motor Cycles fromVenkatesh Authorized Dealers

Sample Frame: Individuals who buy Hero Honda motor Cycles from

the Authorized Dealers

Extent: Banglore

Time/Period of the study: 15-06-2009to 15-08-2009.

Sample unit: Individuals (Businessman, Students, Professionals,)

Sample Method: non-probability sampling, Convenience sampling

method.

Sample size: 100 respondents.

59

BABASAB PATIL
 60

BABASAB PATIL
Measurement Technique

During this research questionnaire is used as measurement

techniques for obtaining information directly from the respondents.

Analysis of the Data

In this study the relationship between independent variable and

independent variables are expressed in the form of percentage of the total

population and the data is analyzed by using SPSS Software.

61

BABASAB PATIL
 62

BABASAB PATIL
Q1. Do you own a Hero Honda Motorcycle?

Models Respondent Percentage (%)

Splendor 36 36%
Passion 32 32%
CBZ 10 10%
Other 22 22%
TOTAL 100

spl pass C BZ

Interpretation

As from the above graph it is clear that all 100 respondents are

having different Hero Honda bikes. 63

BABASAB PATIL
Q2. Do you come for service with appointment?

Respondent percentage%

with opp 65 65%

without opp 35 35%

80
65
60

40 35
PERSENTAGE
20

with opp without

opp

Interpretation

The above graph clearly shows that 65% of the respondents come

for servicing of their Hero Honda bikes with prior appointment and

remaining 35% of the respondents come without prior appointment.

64

BABASAB PATIL
Q3. Are you aware of total number of free services offered by Venkatesh
Dealers?

Respondent percentage%
YES 94 94%
NO 4 4%
Total 100

Interpretation

From the above graph its clear that maximum number of the

respondents that is 96% of the respondents are aware about the total

number of free services offered by and only 4% of the respondents don’t

know or unaware about this.

65

BABASAB PATIL
Q4. Do you know the various sub services provided during free services?

Respondent percentage%
YES 78 78%
NO 22 22%
Total 100

PERCENTAGE%

78
80
60
40 22
20

Yes No

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 78% of respondents are

aware about various sub services provided in each free service. Only 22%

of respondents are unaware about various sub services.

66
Q5. How was the approach of the staff during services?
BABASAB PATIL
 Respondent percentage%
Excellent 20 20%
Good 29 29%
Fair 49 49%
Bad 2 2%

PERSENTAGE

49
50
40
29
30
20
20
10

Exelent Good Fair Bad

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 49% of respondents are

feel that the approach of the staff during service is Fair that is not

satisfactory or dissatisfactory. And 29% of the respondents feels that the

behavior the staff is good and 20% of the respondents feels that the

behavior is excellent and remaining 2% are feels it is bad.

67

BABASAB PATIL
Q6. Did they deliver your vehicle on time?

Respondent percentage%

Yes 39 39%

No 61 61%

Total 100

PERSENTAGE

80 61
60 39
40
20
0
Yes No

Interpretation

The above graph clearly shows that 61% of the respondents have

not get their bike on time that is they did not get timely delivery and

remaining 39% of the respondents feels that they have got timely

delivery.

68

BABASAB PATIL
Q7. During servicing of your vehicle all your complaints were addressed
properly?

Respondent percentage%

Yes 96 96%

No 4 4%

Total 100

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 96% of respondents are

satisfied with respect to addressing their problems or solving their

problems.

69

BABASAB PATIL
Q8. Which factors you will consider most while giving your vehicle for
service at Venkatesh Automotives?

Respondent Percentage%
Good Service 50 50%
Timely Delivery 20 20%
Staff Behavior 12 12%
Availability of spare parts 18 18%
Total 100

Interpretation

As from the above graph its seem that the various factors they

consider while giving their bikes for servicing. 50% of respondents

consider good service and 20% of respondent consider timely delivery

and 12% consider the staff behavior and remaining 18% consider

availability of spare parts.

70

BABASAB PATIL
9. I am satisfied with the after sales services provided at Venkatesh
Automotives?

Respondent Percentage%
Completely 16 16%
Satisfy 64 64%
Fair 16 16%
Dis satisfy 4 4%
Total 100

compl sat fair D is sat

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 64% of respondents

satisfied with the post sales service of the Venkatesh Automotives and

16% of respondents completely satisfied and 16% of the respondents

feels the post sales service is fair and remaining 4% of the respondents

are dissatisfied.
71

BABASAB PATIL
Q10. The paid service at Venkatesh Automotives is?

Respondent Percentage%

Cheap 16 16%

Moderate 62 62%

Costly 22 22%

Total 100

cheap moderate

Interpretation

As from the above graph its seem that 62% of the respondents feels

that the paid service at Venkatesh Automotives is moderate and 22%

feels the paid service is costly and remaining 16% of the respondents feel

the paid service is cheap.

72

BABASAB PATIL
Q11. Do you want to prefer for future paid service at Venkatesh
Automotives?

Respondent Percentage%

Yes 48 48%

No 52 52%

Total 100

PE RS E NTA GE

Interpretation

The above graph clearly shows that 48% of the respondents wants

to give or prefer future paid service at Venkatesh Automotives and

remaining 52% don’t prefer future paid service.

73

BABASAB PATIL
Findings

1. In this survey it was found that 96% of the respondents in Banglore

are aware about total number of free services which are providing

by the showroom.

2. In this it was found that 78% of the respondents unaware about

total number of sub services which have given in each free service.

3. From the survey it was found that 49% of the respondents feels that

the behavior of the staff during the service is fair that is nor

satisfactory or dissatisfactory.

4. In this it was found that 61% of the respondents did not get their

bikes delivery on time.

5. In this survey it was found that 96% of the respondents are

satisfied with respect to addressing their complaints. This indicates

that in this showroom proper care has given on solving customer

problems.

6. It was found in the survey that 64% of the respondents satisfied

with the post sales service of this showroom. This shows that the

overall performance of this showroom is good.

7. In this survey it was found that the 62% of the respondents feels

that the cost of paid service is moderate.

74

BABASAB PATIL
 Suggestions

1. Maximum number of the respondents is unaware of the total

number of sub services which this showroom are providing. So it is

suggest that inthis shoeroom service station they should stick a

pamphlet or hoarding which gives information about sub services.

2. Nearly half of the respondents feel that the behavior of the staff is

fair. So it suggests that the behavior is also a part of the service so

the staff member should behave well and maintain good

relationship with the customers to improve their service quality.

3. More than half of the respondents did not get delivery of bikes on

time. This shows that customers are not satisfied with

4. respect to this. So it suggests that maintain timely delivery of their

bikes to satisfy the customers.

5. Maximum numbers of respondents believe that the paid service at

this showroom is moderate and nearly half of them don’t want to

give their bikes for paid service because they did not find any

difference between local garages and in their service station. So is

suggesting them to give advertisement with regards to paid

services.

75

BABASAB PATIL
 SUMMARY:-

The Indian two wheelers industry has grow from a meager 900

vehicles in 1950 to a staggering figure of over 1.5 million vehicles in

1988.

The group of India enters into collaboration with Honda group of

Japan on January 19, 1984 and started with the name of Hero Honda a

successful two wheelers manufacturing company in four stroke vehicles.

The Hero Honda company is having 11 different verities of

products as fallows;

Splendor+, Karizma, CBZ Extreme, Achiever, Passion +, CD-Down,

Pleasure, Super Splendor, Glamour, CD Deluxe, Achiever.

The research conducted in the realm of two wheelers reflects that

the total respondents 100 per cent sample respondents own Hero Honda

brand vehicles.

76

BABASAB PATIL
 CONCLUSION

The Hero Honda is the No.1 two-wheeler company in India which

produces wide variety of products with different models, aesthetics etc,

by which it has captured a large market share in two-wheeler market.

From this survey it was found that the overall performance of the

Venkatesh automotives is good. And maximum numbers of the customers

are satisfied with their post sales service.

77

BABASAB PATIL
 78

BABASAB PATIL
Questionnaire

This is an anonymous survey

(Please do not mention your name)
Dear Respondent,

Thanking in Advance.
Please tick ( ) mark for answer.
1. Do you own a Hero Honda motor cycle?
(1)Yes (2) No

2. If yes which model?

3. How often you go for servicing?

4. Do you come for service with appointment?

(1) With appointment (2) without
appointment

5. Are you aware of total no of free services offered by

Venkatesh Automotives?
(1) Yes (2) No

6. Do you know the various sub services provided during free

services?
(1) Yes (2) No
79

BABASAB PATIL
7. How was the approach of the staff during services?
(1) Excellent (2) Good (3) Fair
(4) Bad (5) Very bad

8. Did they deliver your vehicle on time?

(1) Yes (2) No

9. During servicing of your vehicle all your complaints were

addressed properly?
(1) Yes (2) No

10. Which factor you will consider most while giving your

vehicle for service at Venkatesh?

(1) Good service (2) Timely Delivery

(3) Staff Behavior (4) Availability of spa re

(5)others

11. I am satisfied with the after sales service provided at

Venkatesh Automotives?
(1) Completely satisfied (2) satisfied
(3) Fair (4) Dis satisfied
(5) completely dis satisfied.

12. If you are not satisfied? Give reasons

80

BABASAB PATIL
13. The paid service at Venkatesh is?

(1) Cheap (2) Moderate (3) Costly

14. Do you want to prefer for future paid services at Venkatesh

Automotives?
(1) Yes (2) No

15. If No why? Give reasons

16. Any suggestions to improve quality of service at Venkatesh

Automotives?

82

BABASAB PATIL