TRAINING REPORT A BRIEF INTRODUTION ON MARUTI AUTO INSURANCE (WE COVER YOU AT ALL STEPS)

Submitted in the partial fulfillment of Master of Business Administration Submitted To: GURU JAMBHESHWAR UNIVERSITY, HISSAR Session- 2011-2013

Submitted to: Mrs.Niyati Chaudhary (Assistant Professor) NO.1111310017

Submitted by: Kanwal Miglani ROLL MBA (3rd sem)

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J.C.D INSTITUTE OF BUSINESS MANAGEMENT

BARNALA ROAD, SIRSA

TABLE OF CONTENTS

S.No.
1 2 3 4 5

PARTICULARS
EXECUTIVE SUMMARY OBJECTIVES OF THE STUDY SCOPE OF THE STUDY INTRODUCTION OF THE INDUSTRY COMPANY PROFILE

Page No.
4 5 6 7 24

6 7 8 9 10

RESEARCH AND METHODOLOGY ANALYSIS SUGGESTIONS AND RECOMMENDATIONS CONCLUSION LIMITATIONS OF THE STUDY

35 40 41 43 44

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ANNEXURES 11 BIBLIOGRAPHY QUESTIONNAIRE

45-46

ACKNOWLEDGEMENT

To begin with I would like to offer my sincere thanks to all the employees of APRA AUTO(I) PVT. Ltd PLOT NO. 3 IDC GURGAON. under whose guidance and enlightening pathfinder navigation, I was able to complete this project. In particular I would like to thanks all my colleagues at my job place for their cooperation and contribution. This has not been submitted for the award of my other fellowship degree, diploma or other similar titles or prizes. The work speaks about the sincere efforts of the candidates and its quite satisfactory and should be accepted for evolution. I am immensely thankful to my faculty guide, Mrs.Niyati Chaudhary, from of JCD Institute of Management under whose able guidance I was able to prepare and present my incoherent ideas / conclusion of the study in a presentable format leading to a comprehensible study report .

Kanwal Miglani

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EXECUTIVE SUMMARY

Someone has rightly said that practical knowledge is far better than classroom teaching. During this training I fully realized this and came to know about how a customer chooses among a varied range of car available to him. The report contains first of all brief introduction about the company. Finally there comes data presentation and analysis in the end of the project. I also put some of my suggestion that they will help APRA AUTO (I) PVT. LTD to move a step forward to being the very best. 1. Objective of the Study: It contains the objective that what are the objectives or aims when we prepare the report. 2. Scope of the Study: This part contains the scope of the study that where is the study useful. 3. Introduction to the Industry: This contains the introduction of the industry in which the company survives. 4. Company Profile: This contains the all details about the company like as company profile, products and services etc. 5. Research Methodology: It contains 6. Analysis and Interpretation: This part contains the analysis between the companies with table chart or graph. 7. Suggestion and Recommendations: This contains the suggestions which help the company to improve their products and services. Suggestions are given by me and the experts. 8. Conclusion: it contains the conclusion that where the company stand. 9. Limitation of the study: This part contains the problems that are faced by us in the making of this report. 10. Bibliography: This part contains all the names of the resources which are used by us in making the report.

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OBJECTIVES OF THE STUDY

The following are the objectives of the study: To find out the awareness among customer about various auto products in India. To understand customer perception towards the overall service environment of the two organization. To evaluate success rate of these policies.

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SCOPE OF THE STUDY

1.

The study can be used by the researchers for the further analysis and recommendations. The company executives can utilize the training report for the purpose of financial management. The trainees can use the report to undergo in the various .auto deals. Though every case has been taken to provide latest and authentic information, yet more information and improvement can be made in future. It provides details on each of our member company - the official address & plant locations, names of the CEO, products manufactured, installed capacity, gross turnover, number of employees, production, domestic sales, exports, imports, R&D expenditure, collaborations details, quality certification for each company and others.

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INTRODUCTION TO THE INDUSTRY

Automobile Industry
Industrial robots welding a car body in the white section of a production line.The automotive industry is the industry involved in the design, development, manufacture, marketing, and sale of motor vehicles. In 2006, more than 69 million motor vehicles, including cars and commercial vehicles were produced worldwide. [1] In 2006 16 million new automobiles were sold at the USA, 15 million in Western Europe, 7 million in China, [2] and 2 million in India. In 2007, the markets in Canada, USA, Western Europe and Japan are stagnating, while those in South America (especially Brazil), Eastern Europe (especially Russia), and Asia (South Korea and India) are growing.

Indian Sales of BMW Accelerating Beyond Expectations Tata Nano to be launched in Europe Tata Motors to Acquire Luxury Automobile Brands from Ford

A well developed transport network indicates a well developed economy. For rapid development a well-developed and well-knit transportation system is essential. As India's transport network is developing at a fast pace, Indian Automobile Industry is growing too. Also, the Automobile industry has strong backward and forward linkages and hence provides employment to a large section of the population. Thus the role of Automobile Industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by the Automobile Industry. India Automobile Industry includes the 7

[Type text] manufacture of trucks, buses, passenger cars, defense vehicles, two-wheelers, etc. The industry can be broadly divided into the Car manufacturing, two-wheeler manufacturing and heavy vehicle manufacturing units. The major Car manufacturer are Hindustan Motors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd ., General Motors India Pvt. Ltd., Honda Siel Cars India Ltd.,Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd., to name a few. The two-wheeler manufacturing is dominated by companies like TVS, Honda Motorcycle & Scooter India (Pvt.) Ltd., Hero Honda, Yamaha, Bajaj, etc. The heavy motors like buses, trucks, defense vehicles, auto rickshaws and other multi-utility vehicles are manufactured by Tata-Telco, Ashok Leyland, Eicher Motors, Bajaj, Mahindra and Mahindra, etc.

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Top 20 motor vehicle producing countries 2007

Motor vehicle production (1000 units)

Country Japan United States PR China 1000 2000 3000 4000 5000 6000 to 12000 11596 10781 8882 6213 (includes GM Belgium) South Korea France Brazil Spain Canada India Mexico UK Russia Italy Thailand Turkey Iran Czech Rep. Belgium Poland 4086 3019 2971 2890 2578 2307 2095 1750 1660 1284 1238 1099 997 939 844 785

Germany

Top 20 motor vehicle manufacturing companies by volume 2006 Total motor vehicle production (1000 units)
60007000 Group 1000 2000 3000 4000 5000 8000 9000 10000 9

[Type text] Toyota* General Motors Ford Volkswagen Group Honda PSA Nissan Chrysler Renault Hyundai Fiat Suzuki Daimler Mazda Kia BMW Mitsubishi Motors AvtoVAZ Subaru Tata Motors (9,120,731) (8,926,160) (6,268,193) (5,684,603) (3,669,514) (3,356,859) (3,223,372) (2,544,590) (2,492,470) (2,462,677) (2,317,652) (2,297,277) (2,044,533) (1,396,412) (1,381,123) (1,366,838) (1,313,409) (765,627) (587,274) (561,081)

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VARIOUS COMPANY RELATIONSHIPS

It is not uncommon for automobile manufacturers to hold stakes in other automobile manufacturers. These ownerships can be explored under the detail for the individual companies. Notable current relationships include:

Porsche holds a 20% stake in the Volkswagen Group (30.97% voting rights), as of 2006 -12-31 The Renault -Nissan alliance involves two global companies linked by crossshareholding, with Renault holding 44.3% of Nissan shares, and Nissan holding 15% of Renault shares. Ford holds a 33.9% stake in Mazda .and an 8.3% share in Aston Martin.

Hyundai Motor Co. holds a 38.67% stake in Kia Motors. Daimler AG holds an 19.9% stake in Chrysler Holding LLC General Motors still holds a 3% stake in Suzuki. Suzuki is also partner with GM in GMDAT and CAMI Toyota holds 51% stake Daihatsu hence having a controlling interest in the company, and 16.5% in Fuji Heavy Industries, parent company of Subaru

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INDIAN AUTOMOBILE INDUSTRY

Following India's growing openness, the arrival of new and existing models, easy availability of finance at relatively low rate of interest and price discounts offered by the dealers and manufacturers all have stirred the demand for vehicles and a strong growth of the Indian automobile industry.

The data obtained from ministry of commerce and industry, shows high growth obtained since 2001- 02 in automobile production continuing in the first three quarters of the 2004-05. Annual growth was 16.0 per cent in April-December, 2004; the growth rate in 2003-04 was 15.1 per cent. The automobile industry grew at a compound annual growth rate (CAGR) of 22 per cent between 1992 and 1997. With investment exceeding Rs. 50,000 crore, the turnover of the automobile industry exceeded Rs. 59,518 crore in 2002-03. Including turnover of the auto-component sector, the automotive industry's turnover, which was above Rs. 84,000 crore in 2002-03, is estimated to have exceeded Rs.1,00,000 crore ( USD 22. 74 billion) in 2003-04

Automobile Dealers Network in India

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[Type text] In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer networks and workshops across the country. The other leading automobile manufactures are also trying to cope up and are opening their service stations and dealer workshops in all the metros and major cities of the country. Dealers offer varying kind of discount of finances who in tern pass it on to the customers in the form of reduced interest rates

Major Manufacturers in Automobile Industry

Maruti Udyog Ltd. General Motors India Ford India Ltd. Eicher Motors Bajaj Auto Daewoo Motors India Hero Motors Hindustan Motors Hyundai Motor India Ltd. Royal Enfield Motors Telco TVS Motors DC Designs

Government has liberalized the norms for foreign investment and import of technology and that appears to have benefited the automobile sector. The production of total vehicles increased from 4.2 million in 1998- 99 to 7.3 million in 2003-04. It is likely that the production of such vehicles will exceed 10 million in the next couple of years. The industry has adopted exports of the sector. After a temporary slump during 199899 and 1999-00, such exports registered robust growth rates of well over 50 per cent in 14

[Type text] 2002-03 and 2003-04 each to exceed two and- a-half times the export figure for 200102.the global standards and this was manifested in the increasing

Automobile Export Numbers

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Category Passenger car MUVs Commercial Vehicle Two Wheelers Three Wheelers Percentage Growth

1998-99
25468 2654 10108 100002 21138 -16.6

2007-08
121478 3892 19931 256765 51535 32.8

THE KEY FACTORS BEHIND THIS UPSWING

Sales incentives, introduction of new models as well as variants coupled with easy availability of low cost finance with comfortable repayment options continued to drive demand and sales of automobiles during the first two quarters of the current year. The risk of an increase in the interest rates, the impact of delayed monsoons on rural

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[Type text] demand, and increase in the costs of inputs such as steel are the key concerns for the players in the industry. As the players continue to introduce new models and variants, the competition may intensify further. The ability of the players to contain costs and focus on exports will be critical for the performance of their respective companies. The auto component sector has also posted significant growth of 20 per cent in 2003-04, to achieve a sales turnover of Rs.30, 640 crore (US$ 6.7 billion). Further, there is a potential for higher growth due to outsourcing activities by global automobiles giants. Today, this sector has emerged as another sunrise sector.

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EVEN GROWTH

Opposing the belief that the growth in automobile industry has catered only to the top income-stratum of society, Growth of exports of 32.8 % in the first three quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as against passenger cars. Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output continues to dominate the volume statistics of the sector. In 2003-04, for every passenger car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler segment, there is a greater preference for motorcycles followed by scooters, with both production and domestic sales of motorcycles increasing at faster rates than for scooters in the current and previous years. However, mopeds have registered low or negative growth. Export growth rates have been high both for motorcycles and scooters.

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Domestic Sales
The cumulative growth of the Passenger Vehicles segment during April - March 2007 was 20.70 percent. Passenger Cars grew by 22.01 percent, Utility Vehicles by 13.21 percent and Multi Purpose Vehicles by 25.20 percent in FY 2006-07. The Commercial Vehicles segment grew by 33.28 percent. Growth of Medium & Heavy Commercial Vehicles was 32.84 percent and Light Commercial Vehicles recorded a growth of 33.93 percent. Three Wheelers sales grew by 12.22 percent with sales of Goods Carriers increasing by 13.52 percent and Passenger Carriers by 11.33 percent during April- March 2007 compared to the corresponding period last year. The Two Wheeler market grew by 11.42 percent during April- March 2007 over the same period last year. Motorcycles grew by 12.79 percent, Scooters grew by 3.48 percent and Mopeds registered a growth of 6.95 percent

Exports
Automobile Exports registered a growth of 25.43 percent during April- March 2007 over the same period last year. Passenger Vehicles Exports grew by 13.05 percent, Commercial Vehicles exports increased by 22.58 percent, Three Wheelers exports by 87.17 percent and Two Wheelers Exports grew by 20.65 percent.

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Maruti Suzuki Background

Currently Suzuki holds 54.2% stake of Maruti, the balance being held by various QIBs, PCBs and public. On BSE, Maruti has the highest market capitalization in the auto sector. We are the largest car company in the country. So far, we have produced more than 6.6 million cars. We are Suzuki's largest manufacturing facility, outside Japan offering 11 mod the turnover last year was USD 3.37 Bn employing more than 6700 employees.els in over 150 variants. The high localization of parts within India is one of our distinct strengths. Where the company has 3 plants in Gurgaon facility, 4th plant was added with the capacity of 1 hundred thousand at Manesar in 2006-07.

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Maruti Success Formula

We have been able to achieve all this, capitalizing on our strengths of Providing Superior Value proposition to the Customer - which reflects in low cost of acquisition & operation for our customers supported by a higher residual value for our products. We have the largest distribution & Service network comprising of over 400 sales showrooms, over 600 dealer workshops, and 1900 Authorized Service Stations spanning across over 1190 cities unparalleled in the country. To increase our reach to rural India where setting up a complete dealership was not viable, we opened extension counters which are operated by some dealer in the city thereby ensuring increased customer touch points without risking the viability of the dealers.

Strategies

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[Type text] The confidence of our network partners in our capabilities is evident from the fact that majority of our new showrooms & workshops are coming from existing dealers. Our overall portfolio consists of 11 basic models & over 150 variants spanning across all segments of the industry. While maintaining the focus on Compact cars, Maruti,s presence in A3 segment is getting stabilized fast by recently launched SX4. We have sold maximum number of cars in domestic A3 segment this year till Oct'07. Our foray into Alternate fuel segment (with LPG powered WagonR and Swift Diesel) has seen a very encouraging response from customers. Last 30 months have been quite happening. The company launched 6 new models (including Swift Diesel & WagonR Duo) in this span of time. Following a decentralized sales network in the company has enabled us to give tailor made solution to take care of various regional challenges. The whole country has been divided in to 4 zones and further into 16 ROs and 15 AOs.

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Opportunity
We believe that there are millions of Indians who can afford a car but for various reasons are not buying one. With focused marketing efforts, many of these people can be persuaded to buy a car. This is amply clear from the success of our Special Schemes for certain sections of society like government employees etc. When the market softened in early part of this year, we launched Employee referral scheme where each employee was veiled as sales man. Dealer and vendor scheme are some other examples. In India, a large proportion of cars ' about 75% are sold via finance. Our exclusive tie ups with chosen financers have helped increase our share of the pie. Our efforts to manage costs through various VA/VE activities, improvements in yield, productivity and quality have shown positive results for us and have enabled us to take care of margins in the environment of increasing costs. Our Material to Net sales ratio, which has improved by 15% over a period of 6 year, is an example to substantiate above point.

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COMPANY PROFILE

APRA AUTO INDIA PVT. LTD

An Introduction Apra Auto (India) Pvt. Ltd., an authorized Maruti dealership flagged its auto business with one Showroom at 32nd Milestone Complex. Apra's automobiles division has now grown to a one of the Largest automobile Dealership for Sales, Service and Spares with 5 Car showrooms and 4 authorized dealer workshops with world class infrastructure and a true value outlet of largest manufacturer of Automobile i.e. M/s Maruti Udyog Limited (having Market Share of more than 50%). Currently the company is one of the largest A+ dealer of Maruti Udyog Limited in NCR with an average sale of 650 units per month. Apra Auto has its presence as one of the major Auto Solution provider and is operating through various outlets in Delhi & NCR.

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The Promoters
1) Mr. Anumod Sharma, Managing Director - A Visionary - Commerce & Management Graduate from Delhi University - 25 Years of varied business experience like chemical & minerals hotel & Restaurants, Automobile and also pioneer in promoting hospitality business in Gurgaon, Haryana - Pioneer in promoting Bowling Alley , Laser sports , Go Karting & various Entertainment concept with a Huge success. - A major contributor & owner to some of the famous architectural structures like "The Galaxy & The Pacific Square" in the corporate world of Gurgaon.

2) Mrs. Neelima Sharma, Director - Young & Dynamic, an Arts Graduate from Delhi University. - Has always framed her ideas on interior decorations of various Business activities of the group into Real aesthetic values. - Promotion of various businesses with active involvement - Deeply associated with charitable trust for imparting education to under privileged children. 3) Mr. Rajinder Gupta, Director Finance -Astute, Young & Dynamic. -is a commerce graduate and holds a Management degree in Finance. - Actively involved into managing Finance related issues of the group. - Has been associated with the group for more than 16 years now.

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[Type text] - Very sharp knowledge in Taxation and independent dealing with higher level officials of Banks & Taxation Authorities (direct & indirect both) -Has experienced in all the commercial related experience in Hospitality/Auto mobile & Real estate industries.

APRA AUTO - PRESENT OUTLETS

Sales - 32nd Milestone, NH-8, Gurgaon - Bawal Road -Rewari - Vasant kunj Road, Mahipalpur, New Delhi - Vasant Arcade, Sector -B, Pocket -7,New Delhi - Regent Plaza, MG Road, Gurgaon Service & Spares - 3, IDC, Mehrauli Road, Gurgaon - Bawal Road, Rewari - 282, Sector-6, Manesar - F-85, Okhla Industrial Area, Phase- I, New Delhi Maruti True Value - 32nd Milestone, NH-8, Gurgaon

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BUSINESS SUMMARY

Maruti Udyog Limited

Maruti Udyog Limited, the largest automotive manufacturer of India was established in February 1981 though the production started only in 1983. The company started as a 5050 JV between Suzuki of Japan and Maruti. The government of India held18.28% stake until recently. This holding stake was sold off to the financial institutions in May, 2007. Suzuki has gradually increased its holding percentage to 54.2. The first offering from Maruti, the 800, was the cars annually in the domestic market, Maruti exports close to 30,000 units to several countries. Of late, the Indian giant was facing stiff competition from various manufacturers and Maruti did well by launching the Swift which is a modern and exudes a lifestyle image. The trend continued with the SX4. The large portfolio takes care of the options available to the customer. Maruti Udyog Ltd., (MUL) incorporated in 1981, is a private foreign company primarily engaged in the manufacture of passenger cars. Formed by a joint venture between the Indian Government and Suzuki Motor Company of Japan, the company has established itself amongst the leaders in the Indian Auto market. Its plant located in Gurgaon, has a capacity of manufacturing 350000 units per annum. MUL's product range includes 10 basic models with over 50 variants, of which nine models are manufactured by the company in-house and one is imported from Suzuki. Over the last decade, MUL has launched various models such as Omni, 1000, Zen, Esteem, WagonR, Gypsy, Alto, Baleno, Vitara etc. targeting all segments of customers. In addition to domestic sales, Maruti also exports to many European markets. Through it's subsidiaries, the company also provides allied services like sale and purchase of preowned cars, lease and fleet management service for corporate, insurance and finance services, etc.

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[Type text] The company functions through a network of 303 sales outlets across 189 Indian cities, owned and managed by its channel partners. The 1923 authorized service outlets cover a network of over 1000 towns and cities in the country. The company is headed by Mr. Shinzo Nakanishi, the chairman and director. As on June 2005, the President of India owns 18.28% of the company while Suzuki Motor Corporation and the Indian Public own 54.21% and 2.85% respectively.

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HISTORY OF THE COMPANY

Cars charm one and all be it a new car or a used one. They are in many colors, many varieties and models of cars on sale. The craze for cars never seems to end. In fact the car market is swamped with all segments of cars viz. sports cars, big cars, small cars, rental cars, cheap cars and many others. Even in developing countries like India, the car market has witnessed tremendous growth in the recent years. As a result the competition among the car manufacturer is also increasing and they are finding innovative ways of capturing the market. While Maruti Suzuki India Ltd. has been selling the largest volume of private cars in India for quite some time now, Tata motors has bedazzled the world with the launch of Nano the cheapest car. Various multinational car companies are also selling diverse models of cars in India. You will find all types of cars in India. As some people are competing to grab the latest model, the used car market is also growing at a parallel speed. Even big car companies themselves are now buying the used cars and reselling them. Another notable development is the rising popularity of the rental cars in India. This is due mainly to the influx of population from smaller towns to the big cities and expansion of the business community. Car rental agencies have also emerged in large numbers to target the car crazy generation. The easy availability of car loans, financiers have also contributed a lot in the boom of the automobile industry in India. Go for the car of your choice without worrying much for the maintenance tips of cars, insurance, financiers and other car related issues. Automobile India would take care of that..

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Maruti Insurance

Maruti Insurance is one of the most renowned car insurance companies in India. The company has ties up with Bajaj Allianz, National Insurance Company, Royal Sundaram, and New India Assurance. Car insurance policy of Maruti Insurance is a single solution to all your car insurance needs, which may include instant policy issuance to post accident repairs on near cash-less basis. Automobileindia.com furnishes detailed information on Maruti Insurance. About Maruti Insurance Maruti has tied up with India's leading Insurance Companies to provide better insurance services to its customers. The tie-up is made with 4 Insurance Companies National Insurance Company, Bajaj Allianz, Royal Sundaram and New India Assurance Co. Ltd. Cover under Maruti Insurance All Maruti cars can be insured with Maruti Insurance (Vehicle should not be more than 7 years old if you are buying Maruti Insurance for the first time. However once insured with Maruti Insurance, it can continue till you buy comprehensive policy) Both private and commercial vehicles can be insured. Only Comprehensive Insurance can be taken. Third Party Only policy is not issued.

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The Basics Features of Maruti Insurance:

Car insurance under Maruti Insurance has a few basic features. Automobileindia.com furnishes detailed information on Maruti Insurance.

Maruti provides motor insurance for Maruti vehicles only, which excludes Third Party policies. Maruti Insurance is available to customers only through Maruti dealer network all over India. Maruti Insurance provides insurance for Maruti vehicles up to 7 years old. One of the biggest plus points of insuring under Maruti Insurance, the vehicle can remain under cover as long as it lasts.

Advantages of insuring with Maruti Insurance: Maruti Insurance offers a number of advantages, which contributes to its immense popularity. Automobileindia.com furnishes detailed information on Maruti Insurance. Some of the advantages of signing up with Maruti Insurance are:

The vehicle owners do not have to pay the repair charges. They have to pay for the compulsory excess and applicable depreciation only. Maruti Insurance offers its policy holders insurance services, at all Maruti authorized dealer all over India. These insurance services may include buying new policy, endorsements issuance, claims settlement, and effecting renewals.

The auto insurance offers a hassle-free and fair claim settlement. The company pays for payable and the customer does not have to bear the cost of repair or replacement of auto parts. He or she does not have to go through the hassles of personal involvement or follow up with surveyors or insurance companies.

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One the customer insures with Maruti Insurance, he or she can get the damaged vehicles repaired at authorized Maruti dealer workshops where they can absolutely sure of Maruti Genuine spare parts and trained technicians.

When a policy holder is renewing with Maruti Insurance for the first time, the no claim bonus (NCB) is transferred to Maruti Insurance policy at the time of renewal, automatically. The policy is issued instantly through the Internet, making it more convenient for you.

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Benefits of Maruti Insurance

Near Cash-Less accident repairs: With Maruti Insurance, RKS Motor provides the customer with near cash-less repairs in their claim settlement. This means that the customer would not have to pay to us for the repair charges to the extent it is payable by Insurance Co. Customer will just pay for the compulsory excess (fixed as per tariff according to the cubic capacity (cc) of the car) and applicable depreciation, which varies depending on the age of the vehicle and the type of the replaced parts. Rest of the amount will be settled directly between RKS and the Insurance Company.

Seamless services across nation:

The customer can get all the services like buying new policy, effecting renewals, endorsements and claims at any Maruti authorized dealer outlet across the dealer network spread all over India. The services cover right from policy issuance to emergency assistance to post accident repairs and claim settlement.

Faster & Fair Claim settlement:

With Maruti Insurance there are no hassles like Insurance Co. is not giving fair claim settlement. Whatever is payable by standards is admissible by Insurance Co. The customer is not forced to bear the undue differential cost of repair/ replacement.

Easy settlement of claims with no follow-ups:

There would not be any need of the customer's personal involvement with the surveyor or Insurance Company, nor would the customer have to worry about salvage 33

[Type text] disposal in the process of settlement of claims. All this will be taken care of by the dealer.

Repairs at Authorized Dealer workshops:

After an accident, the damaged vehicles are repaired at any one of our 5 Authorized Dealer workshops that are equipped with the best facilities and infrastructure. This would lead to quality repairs with Maruti Genuine spare parts and trained mechanics with Maruti Insurance the customer need not compromise on the quality of repairs and thus health of the car, by going to smaller roadside workshops.

RKS Assisted towing facility:

Towing assistance would be provided, for getting the vehicle to the dealer workshop, in case of accidents where the vehicle has been rendered immobile. This facility is available at nominal cost. If the cost incurred for towing is more than Rs1500/- then the excess amount will be borne by the customer. This can be increased should the insured prefer so by paying extra premium at the time of policy issuance.

Easy transfer of No claim bonus:

No matter which Insurance Company the customers' vehicle was previously insured with, his no claim bonus earned on previous policy would be easily transferred to Maruti Insurance policy that a customer is buying at the time of renewal. Instant Policy issuance: No longer would the customer need to wait for the policy document, which sometimes takes months to get delivered from the Insurance Company. With MI, the policy is issued through Internet and it is instantaneous.

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RESEARCH METHODOLOGY
The project titled procedures & documentation of maruti udyog Ltd is clearly defined & based on systematic research design to meet the objectives of the study. The logical analysis of various aspects of the data is made to arrive at the results of the study.

The research process includes the following steps: Defining the problem. Statement of research objectives. Planning the research design. Planning the sample. Collection of data. Analyzing the data. Formulation of conclusion. Preparation of the report.

TYPES OF RESEARCH Exploratory Research Descriptive Research Types of Research Exploratory Research Descriptive Research

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Exploratory Research
It is done to generate new ideas; respondents should be given sufficient freedom to express themselves. It is generally based on secondary data that are readily available. Therefore unable to frame detailed research questions.

Descriptive research
It is undertaken when researcher is interested in knowledge the characteristics of certain groups such as age; sex; educational level; occupation or income; interested in knowledge the proportion of it in a given population who have behaved in a particular manner; making the projections of a certain things; or determining the relationship between two or more variables, descriptive study may be necessary.

DATA COLLECTION METHOD:

Data collection methods can be classified into two methods: 1. Primary methods 2. Secondary methods DATA COLLECTION METHOD

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Primary Methods
PRIMARY METHODS

Secondary Methods

Data directly colleted by a researcher is known as Primary Data.

The methods used for collecting primary data may be: 1. Survey. 2. Observation.

Sources of primary data

Interview methods Mock interviews Mail interviews Telephone interviews

Questionnaire

SECONDARY METHODS
Data not originally collected for use in the research project under consideration, but rather for use by some other person or for some other project are termed

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[Type text] Secondary Data It can be classified into two categories: 1. Internal Sources 2. External Sources

Sources of secondary data

Internal Sources Sales records Credit Records Financial records

External Sources Directories Periodicals Internal Records Statistical records Advertising

RESEARCH DESIGN It is a type of blueprint prepared developing on various types of blueprints available for the collection, measurement & analysis of data. The design of a research study is based on the purpose of the study. 38

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Types of research design Qualitative Research Design. Quantitative Research Design.

RESEARCH METHODOLOGY ADOPTED

Research design- Quantitative and Qualitative Sampling plan1. Sample method- Probability Sampling

Sampling design Cluster and Area Sampling Sources of data Data collected by me is 65% secondary and 35% primary.

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ANALYSIS
Maruti Insurance is the brand under which Maruti has tied up with India's leading Insurance Companies to provide better insurance services to its customers. The tie-up is made with 4 Insurance Companies - National Insurance Company, Bajaj Allianz, Royal Sundaram and New India Assurance Co. Ltd.

Some of the benefits of Maruti Insurance are: Near cash-less accident repairs Seamless services across nation Fair & transparent claim settlement Quality repairs at Maruti dealer workshops Hassle free claim settlement with no follow-ups Dealer assisted towing facility Easy transfer of no-claim bonus Instant policy issuance

These are some of the benefits of MARUTI INSURANCE which is provided to the customers. The main motive of the MARUTI is to satisfy the customer (the only king). It provide the facility of the transfer of the NCB to their customers.

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SUGGESTIONS AND RECOMMENDATIONS

Go for the Long Shot there are no such suggestions and recommendations on my behalf for the whole company as I am only a small part of marketing and research department. So I cant consider myself up to hat level that I can recommend for every part of the company. But still, I can recommend few suggestions in the field of insurance as I have researched and gone through the same experience as others meager or more I can conclude for the future welfare and growth of the company as one of the part of the company, which are as follows: The work to be done should not be delayed by the colleagues as it creates many disturbances and Miss-coordination. Always provide fair and expeditious handling of customer complaints and disputes. Always provide correct information to the customer on time so that companies and your fame should not be affected in any case. To maintain a system of review and supervision that is reasonably designed to achieve compliance with these principles of ethical market conduct. And lastly we should always keep a fair relationship with the client and his feedbacks for further updates.

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Based on major findings of the study, the researcher has come out with some viable suggestions:
1. Advertisement of products should stress on the need of security. 2. Will not it bee better if they introduce the SWIFT ZDI (Diesel) and WagonR VXI DUO???? I know there are many people who wants LPG car and also all the goodies but they are unsatisfied as WagonR is unavailable in VXI DUO. Similar case has happened with the Swift too there is no top end ZDi model in Diesel variants which make people rather bi unhappy. 3. New entrants should come out with innovative riders especially covering medical expenses that will compete with the medi-claim. 4. New cars should be launched in big numbers and with various payment facilities. 5. Car should be delivered quickly with less formalities language of the brochure should be simple and easy to understand. 6. Sale consultant should be well trained they should know each every thing about the car and the recent changes in the policy.

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CONCLUSION
I as a MARUTI INSURANCE ADVISOR, through my personal experiences, throughout training from senior executives and from some journals can conclude that Maruti Suzuki is performing excellent now days. Every day is not same for everyone similarly position or ranking keeps on fluctuating as market share for our automobile companies. Last to last ranking state that Maruti Suzuki was on 3rd position and Tata on 2ND but on top it was Mahindra & Mahindra. This report will tell about the services offered by the Maruti udyog ltd and what are the benefits of various products and why we should opt that in context to other. The graphs and analysis conclude that Maruti and Hyundai are competing with each other and are leading the market with high and better returns but the persons are satisfied with the services offered by Maruti because of its USPs and transparency with the public. Rather than being a pile of quarterly reports, which gather dust on managers desk, the MSIL Track is a living entity, which is a significant reference point for managers in their day-to-day activities. The simple and powerful Track-R software is just one component which makes this possible, the other being the entire managed-service which Rebus Code provides to ensure users get exactly what they need, when they need it. MSIL managers do not have to spend time in massaging numbers, chasing their MR vendor for analysis reports and leaf through thick presentation binders for answers.

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LIMITATIONS OF THE STUDY

Some achievements often require long, tortuous, bitter experiences powerful enough to derive one to despair. But one must rise above disappointments neglect and renew the pledge-devoted action. This study is also bound to come up with some constraints and limitations that made efficiency of the report low and to extend deviated from its main line of thoughts. Thought no stone was left unturned to make this study more precise, accurate to the objectives, yet there were some limitations, which are not so worthy to make my study more meaningful. Some of the limitations are as follows: Time was the major constraint for conducting the study, as I am an industry-integrated student it was difficult to devote sufficient time for preparation of report. The study involves a lot of cost and energy. As Faridabad is not representation of total population, the result to the extent may be biased. Mainly persons didnt feel interested in giving their views in the area of automobile or they may give fake answers so, it is quite difficult to get at exact result.

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BIBLIOGRAPHY

Websites: www.maruti.co.in www.automobile.com www.google.com www.hyundai.com

Newspapers: The times of India Hindustan times

Books: Research and methodology - By C.R. Kothari Research and methodology - By C.B. Mamoria

Various brochures of the ULIP Plans : 45

[Type text] Business today. Business week.

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[Type text] QUESTIONNAIRE: -

1. Do you need car? Yes No

2. What is your opinion about Maruti Suzuki ?

3. Which is the best car of maruti Suzuki and why it is different from others?

4. What extra benefits must be added for insured? 47

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5. Do you have ever purchased any maruti car? Yes No

6. Are you satisfied with maruti car if yes/no give reasons.

7. According to you which automobile company is performing best now days and on what basis? 9. Is the information provided by you above is based on your:

Knowledge

Personal experience

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[Type text] Judgment

Other sources

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