09-08-2012, 12:28 PM
CUSTOMER SATISFACTION TOWARDS THE TATA MOTOR SERVICE
51071747-CUSTOMER-SATISFACTION-TOWARDS-THETATA-MOTOR-SERVICE-FOUR-WHEELER-TATA-MOTOR-SERVICE-FOUR-WHEELER.rtf (Size: 4.48 MB / Downloads: 109)
INTRODUCTION
The concept of the word “wheel” is not of recent origin. Right form the days when man started his living, to this day where there is tremendous technological improvement, the importance of “wheel” is growing at a greater pace.
A growing economy, expanding cities and an increasing work load demand time and resource management. Right from the executive to a collage going student, there is a need for a set of wheels, which grant him/her easy mobility not only, which is efficient and reliable but also affordable.
A four-wheeler is and affordable solution that will grant good mobility. To satisfy the needs of the consume, a large number of companies have come up with a good number of vehicle. In this aspect it is rather essential for any buyer to know the finer parts, which give4s a good look, the performance, the driving, handling, reliability, and above all, the affordability of a particular vehicle, before he owns it. Most manufactures have understood this, and therefore developed different kinks of cars.
As there are different kinds of consumers existing in each market for every product, there is a need produce a wide range of products to satisfy all these customers.
This classification was made on the grounds of better mileage, oil consumption, pollution factors etc.
As we all know, for any organization to survive, in this highly competitive world. It should take cadre of customers who are the backbone of it. To make its services available to everyone Tata moters also have so many dealers in various places. It is offering its valuable services to the people of Nellore district through one of its dealers M.G. Brothers. Hence we felt the need of knowing about “Customer satisfaction” on the products of Tata moters and the services of M.G. Brothers, in our study.
INDUSTRY PROFILE
The automobile as we know it was not invented in a single day by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is estimated that over 100,000 patents created the modern automobile.
However, we can point to the many first that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac Newton.
In 1769, the very first self-propelled road vehicle was a military tractor invented by French engineer and mechanic, Nicolas joseph Cugnot (1725 – 1804). Cugnot used a steam engine to power his instructions at the paris Arsenal by mechanic Brezin. It was used by the French Army to haul artillery at a whopping speed of 2 ½ mph on only three wheels. The vehicle has to stop every ten to fifteen minutes to build up steam power. The steam engine and boiler were separate form the rest of the vehicle and placed in the front. The following year (1770), Cugnot built a steam-powered tricycle carried four passengers.
In 1771, Cugnot drove one of his road vehicles into a stone wall, making Cugnot the first person to get into a motor vehicle accident. This was the beginning of bad luck for the inventor. After one of Cugnot’s patrons died and the other was exiled, the money for Cugnot’s road vehicle experiments ended
Steam engines powered cars by burning fuel that heated water in a boiler, creating steam that expanded and pushed pistons that turned the crankshaft, which then turned the wheels. During the early history of self-propelled vehicles-both road and railroad vehicles were being developed with steam engines. (Cugnot also designed two steam locomotives that they proved a poor design road vehicles; however, steam engines were very successfully used in locomotives. Historians, who accept that early steam-powered road vehicles were automobiles, feel that Nicolas Cugnot was the inventor of the first automobile.
After Cugnot Several Other Inventors Designed Steam-Powered Road
Vehicles
Cugnot’s vehicle was imporved by Frenchman, Onesiphore Pecqueur, who also invented the first differential gear, improved Cugnot’s vehicle.
In 1789, the first U.S. patent for a steam-powered land vehicle was granted to
Oliver Evans.
In 1801, Richard Trevithick built a road carriage powered by steam-the first in
Great Britain.
In Britain, form 1820 to 1840, steam-powered stagecoaches were in regular service. These were later banned from public roads and Britain’s railroad system.
Steam-driven road tractors (built by Charles Deitz) pulled passenger carriages around Paris and Bordeaux up to 1850.
In the United States, numerous steam coaches were built from 1860 to 1880.
Inventors included. Harrison Dyer, Joseph Dixon, Rufus Porter, and William
T.James.
Amedee Bollee Sr. built advanced steam cars form 1873 to 1883. The “La Mnacelle” built in 1878, had a front-mounted engine, shaft drive to he differential, chain drive to the rear wheels, steering wheel on a vertical shaft and driver’s seat behind the engine. The boiler was carried behind the passenger compartment.
In1871, Dr.J.W. Carhart, professor of physics at Wisconsin State University, and the J.I. Case Company built a working steam car that won a 200-mile race.
Early Electric Cars
Steam engines were not the only engines used in early automobiles. Vehicles with electrical engines were also invented. Between 1832 and 1839 (the exact year is
uncertain), Robert Anderson of Scotland invented the first electric motor. The vehicles
were heavy, slow, expensive, and needed to stop for recharging frequently. Electricity found greater success in tramways and streetcars, where a constant supply of electricity was possible.
Around 1900, electric land vehicles in America outsold all other type of cars. Then in the several years following 1900, sales of electric vehicles took a nosedive as new
type of vehicle came to dominate the consumer market.
History of the Internal Combustion Engine – The Heart of the Automobile
An internal combustion engine is any that uses the explosive combustion of fuel to push a piston within a cylinder – the piston’s movement turns crankshaft that then
turns the car wheels via a chain or a drive shaft. The different types of fuel commonly
used for car combustion engines are gasoline (or petrol), diesel, and kerosene.
A brief outline of the history of the internal combustion engine includes the following highlights.
1680 - Dutch physicist, Christian Huygeness designed (but never built) an internal combustion engine that was be fueled with gunpowder.
1807 - Francois Isaac de Rivaz of Swizerland invented an internal combustion engine that used a mixture of hydrogen and oxygen for fuel. Rivaz designed a car for his engine – the first internal combustion powered automobile. However, this was a very unsuccessful vehicle.
1824 - English engineer, Sumuel Brown adapted an old Newcomen steam engine to burn gas, and he used it to briefly power a vehicle up Shooter’s Hill in London.
1858 - Belgian – born engineer, jean joseph Etienne Lenoir invented and patented (1860) a double-acting, electric spark-ignition internal combustion engine fueled by coal gas. In 1863, Lenoir attached an improved engine (using petroleum and a primitive carburetor) to a three-wheeled wagon that managed to complete an historic fifty-mile road trip. (See image at top)
1862 - Alphonse Beau de Rochas, a French civil engineer, patentee but did not build a foru-stroke engine (French patent #52, 593, January 16, 1862).
1864 – Austrian engineer – Siegfried Marcus*, built a one-cylinder engine with a crude carburetor, and attached his engine to a cart for a rocky 500-foot drive. It was the world’s first gasoline-powered vehicle. Several year later, Marcus was able to design a vehicle that briefly ran at 10 mph that some historians consider was the forerunner of the modern automobile.
1873 – George Brayton, an American engineer, developed an unsuccessful two- stroke kerosene engine (it used two external pumping cylinders). However, it was considered that first safe and practical oil engine.
1866 – German engineers, Eugen Langen and Nikolaus August Otto improved on
Lenoir’s and de Rochas’ designs and invented a more efficient gas engine.
1876 – Nikolaus August Otto invented and later patented a successful four stroke engine, known as the “Otto Cycle”.
1876 – The first successful two-stroke engine was invented by Sir Dougald Clerk.
1883 – French engineer, Edouard Delamare – Debouteville, built a single-cylinder four-stroke engine that ran on stove gas. It is not certain if he did indeed build a car, however, Delamare-Debouteville’s designs were very advances for the time – ahead of both Daimler and Benz in some ways at least on paper.
1885 – Gottlieb Daimler invented what is often recognized as the prototype of the modern gas engine – with a vertical cylinder, and with gasoline injected through a carburetor (patented in 1887). Daimler first built a two-wheeled vehicle the “Reitwagen” (Riding Carriage) with this engine and a year later built the world’s first four-wheeled motor vehicle.
1886 – On January 29, Karl Benz received the first patent (DRP No. 37435) for a gas-fueled car.
1889 – Daimler built an improved four-stroke engine with mushroom-shaped valves and two V-slant cylinders.
1890 – Wilhelm Maybach built the first four – cylinder, four – stroke engine.
Engine design and car design were integral activities, almost all of the engine designers mentioned above also designed cars, and a few went on to become major manufactures of automobiles.
Hailed as ‘the industry of industries’ by Peter Drucker, the founding father of the study of management, in 1946, the automobile industry had evolved continuously with changing times from craft production in 1890s to mass production in 1910s to lean production techniques in the 1970s.
The automotive industry in India grew at a computed annual growth rate (CAGR) of
11.5 percent over the past five years, the Economic Survey 2008-09 tabled in parliament on 2nd July’09 said.
The industry has a strong multiplier effect on the economy due to its deep forward and backward linkages with several key segments of the economy, a finance ministry statement said.
The automobile industry, which was plagued by the economic downturn amidst a credit crisis, managed a growth of 0.7 percent in 2008-09 with passenger car sales registering 1.31 percent growth while the commercial vehicles segment slumped 21.7 percent.
Indian automobile industry has come a long way to from the era of the Ambassador car to Maruti 800 to latest M&M Xylo. The industry is highly competitive with a number of global and Indian companies present today. It is projected to be the third largest auto industry by 2030 and just behind to US & China, according to a report. The industry is estimated to be a US$ 34 billion industry.
Indian Automobile industry can be divided into three segments i.e. two wheeler, three wheeler & four wheeler segment. The domestic two-wheeler market is dominated by Indian as well as foreign players such as Hero Honda, Bajaj Auto, Honda Motors, TVS Motors, and Suzuki etc. Maruti Udyog and Tata Motors are the leading passenger car manufacturers in the country. And
India is considered as strategic market by Suzuki, Yamaha, etc. Commercial Vehicle market is catered by players like Tata Motors, Ashok Leyland, Volvo, Force Motors, Eicher Motors etc. The major players have not left any stone unturned to be global. Major of the players have got into the merger activities with their foreign counterparts. Like Maruti with Suzuki, Hero with Honda, Tata with Fiat, Mahindra with Renault, Force Motors with Mann.
Some of the early events and milestones in the car industry in India.
1928 – The first imported car on the Indian roads.
1942 – Hindustan Motors incorporated.
1944 – Premier Automobiles started.
1948 – First car manufactured in India.
1953 – The Govt. of India decreed that only those firms which have a manufacturing program should be allowed to operate.
1955 – Only 7 firms HM, API, SMPL, PAL, M & M, and TELCO received approval.
Key Facts about India’s automobile industry:
India ranks 12th in the list of the world’s top 15 automakers.
Entry of more international players.
Contributes 5% to the GDP.
Production of four wheelers in India has increased from 9.3 lakh units in 2002-
03 to 23 lakh units in 2007-08.
Targeted to be of $ 145 Billion by 2016.
Exports increased from 84,000 units in 2002-03 to 280,000 units in 2007-08
The Liberalization in 1990 in India opened the doors for the entry of foreign products into the market. This made the market a consumer market with a lot of choices for the consumers. The future of the products depends on the consumer’s satisfaction. The products, which are able to attract the consumers, are having a bright future and the others are lost in the competition. So it is very important to know the pulse of the customers. The business people should always have correct information regarding the satisfaction level in the customers. Different ways are to be implemented to increase the satisfaction level in the customers.