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This document provides an overview of the Indian automobile industry and Tata Motors' Super Ace small commercial vehicle (SCV). It includes:
- Details on the growth and size of the Indian automobile industry, which has expanded rapidly in recent years.
- Market share information for different vehicle segments, with Tata Motors dominating the commercial vehicle segment.
- Financial information and rankings comparing major Indian automobile companies.
- An introduction to the SCV segment and Tata Motors' Super Ace vehicle for captive users.
The document serves as background for a customer feedback survey and promotion analysis that the author conducted on the Super Ace vehicle during their internship at Tata Motors.
This document provides an overview of the Indian automobile industry and Tata Motors' Super Ace small commercial vehicle (SCV). It includes:
- Details on the growth and size of the Indian automobile industry, which has expanded rapidly in recent years.
- Market share information for different vehicle segments, with Tata Motors dominating the commercial vehicle segment.
- Financial information and rankings comparing major Indian automobile companies.
- An introduction to the SCV segment and Tata Motors' Super Ace vehicle for captive users.
The document serves as background for a customer feedback survey and promotion analysis that the author conducted on the Super Ace vehicle during their internship at Tata Motors.
This document provides an overview of the Indian automobile industry and Tata Motors' Super Ace small commercial vehicle (SCV). It includes:
- Details on the growth and size of the Indian automobile industry, which has expanded rapidly in recent years.
- Market share information for different vehicle segments, with Tata Motors dominating the commercial vehicle segment.
- Financial information and rankings comparing major Indian automobile companies.
- An introduction to the SCV segment and Tata Motors' Super Ace vehicle for captive users.
The document serves as background for a customer feedback survey and promotion analysis that the author conducted on the Super Ace vehicle during their internship at Tata Motors.
Submitted to Indian Institute of Planning and Management New Delhi
Masters In Business Administration July-Sept 2010-12 Under the Guidance of Mr Amarendra Jha
For the Summer Internship at TATA MOTORS
Submitted by Suraj Kumar
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CONTENT
Serial No Topic
Page No. Evaluation Report Certificate Of Originality Acknowledgment Executive Summary Industry Profile Introduction Organisation Profile Product Introduction
EVALUATION REPORT SUMMER INTERNSHIP 2010-12
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Name of the Student : Suraj Kumar Year and Roll No : 2010-2012 Fk1 Name of the Company : TATA MOTORS LIMITED Name of the training Supervisor : Amarendra Jha Designation of the training supervisor : Territory Sales Manger CVBU-SCV- Cargo (sales) Area of Training : Jamshedpur(Tatanagar,Jharkhand)
Certificate of Originality
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This is to certify that the Summer Project titled A Feedback Survey Of Customers of SCV & Promotion Of Tata Super Ace for Captive Users is an original work and is being submitted in partial fulfillment for the award of the Masters in Business Administration. This Summer Project report has not been submitted earlier either to this university or to any other affiliated college of this university or to any other university / institution for the fulfilment of the requirement of the MBA Course.
Learning is a continuous process; the more you learn the more is there to learn. In this learning process you meet several people of the universe, and each and every person gives you something to learn, which all pile up together to become an experience.
So in the same manner, I got to learn a lot during my Summer Internship Project. At this moment of substantial enhancement of my knowledge, I find no word to express my gratitude towards those who helped me directly or indirectly in making this report successful. I am indebted and thankful for the assistance received from various individuals, specially the respondents who supported me by answering my questions without any hesitation. They have truly been a sport, and without their co-operation this was not possible. Therefore I pay my sincere gratitude to all the respondents.
I extend my sincere gratitude to Mr. Amarendra Jha (Territory sales manager) Jamshedpur of TATA MOTORS Ltd. For his constant encouragement and guidance that has been instrumental in large measure on the success of the project.
Last but not least I would like to thank our Father Director Mr. Ashok Joshi & my friends who guided me in the completion of this project.
Suraj Kumar
Executive Summary TATA MOTORS is Indias foremost vehicle manufacturer with a countrywide network of factories and marketing offices. TATA MOTORS has made significant contributions to the
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nation building process by way of quality products, services and sharing expertise. Its commitment to sustainable development, its high ethical standards in business dealings and its on-going efforts in community welfare programmers have won it acclaim as a responsible corporate citizen. TATA MOTORS brand name is synonymous with vehicle and enjoys a high level of equity in the Indian market. It is the only vehicle company that figures in the list of Consumer Super Brands of India.
For my research, I applied random sampling, the area was the entire Jamshedpur (East & West). There were 40 respondents from different areas of Jamshedpur District. Both primary and secondary data were collected and survey method was used for collection of the data. By this research, I came to know that spare part shops, mechanicals, and drivers are playing vital role in the promotion of SUPER ACE by spreading word of mouth publicity. SUPER ACE captures more than 52% of the market share. TATA MOTORS also provides better services to the customers in comparison to the other SCV competitors. However to capture more market share TATA MOTORS should target the Influencers which includes spare part shops, mechanicals and drivers by introducing attractive schemes .
TATA MOTORS should focus on FMCG, FMCD, IRON&STEEL, CONSTRUCTION, CNF and BEVRAGES who are major buyers of SUPER ACE. Besides the company should put more stress on advertisement & promotional activities to come at par with the competitors.
Chapter-1 Industry Profile
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The Indian Automobile Industry (IAI) has witnessed rapid change and growth , with new projects coming up regularly and vast technological changes coming up every year. Several Indian automobile manufacturers have spread their operations globally. Major players are expanding their plants and focusing on mass customization and mass production. Indian Automobile industry is growing at a pace of 18% per annum. Gross turnover of the Automobile Industry Stood at us $ 38.2 Billion in 2008-09 and is growing rapidly ever since. Between 200405 and 20092010, automobile production increased from 9.7 to 14 million units which is likely to double in the near future. Exports more than doubled in five years to 1.8 million units in 20092010 from 0.8 million units in 200405. Within Two wheelers Motorcycles contribute 80% of the segment size. Unlike the USA, the Indian passenger vehicle market is dominated by cars 79%. TATA Motors dominates over 60% of the Indian commercial vehicle market. Indian market is a hot destination to global players like Volvo, General Motors and Ford. During April-February 2011, overall automobile exports registered a growth rate of 30.62 percent. Passenger Vehicles registered decline and the growth rate was (-) 0.86 percent in this period. Commercial Vehicles, Three Wheelers and Two Wheelers segments recorded growth of 72.82 percent, 59.29 percent and 36.97 percent respectively during April-February 2011. In February 2011 compared to February 2010, overall automobile exports registered a growth of 27.57 percent Automatic approval for foreign equity investment upto 100 per cent of manufacture of automobiles and component is permitted.The automobile industry is delicensed AND Import of components is freely allowed.
Rankings Of Indian Automobile Sector : Worlds largest Three Wheeler Market Worlds largest Two wheeler manufacturer Worlds largest motorcycle manufacturer is in India ( Hero Honda) Worlds 2 nd - largest two wheeler market Worlds 2nd largest tractor manufacturer Worlds 4 th largest commercial vehicle market
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Worlds 5 th largest commercial vehicle manufacturer Worlds 5 th largest bus and truck market ( by volumes) Asias 3 rd- largest passenger vehicle market Asias 4th largest car market (India just crossed 1 million mark)
Worlds 9 th largest Automobile Industry
IAI TURNOVER GROSS TUNROVER OF THE AUTOMOBILE INDUSTRY IN INDIA Year (IN USD MILLION)
2004-05 20,896
2005-06 27,011
2006-07 34,285
2007-08 36,612
2008-09 38,238
Conversion Rate Rs.40 = 1USD
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Segment Wise Breakup:
Domestic Market Share for 2009-10 Passenger Vehicles 15.86 Commercial Vehicles 4.32 Three Wheelers 3.58 Two Wheelers 76.23
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Major Players:
Companies Segments Ashok Leyland LCVs, M&HCVs, buses Bajaj Auto Two and three wheelers Eicher Motors LCVs, M & HCVs Force Motors MUVs and LCVs Hindustan Motors Cars, MUVs and LCVs Mahindra & Mahindra Three wheelers, cars, MUVs, LCVs Piaggio Three wheelers, LCVs Swaraj Mazda Ltd LCVs, M & HCVSs, buses Tata Motors Limited MUVs, LCVs, M&HCVs, buses Volvo India M & HCVs, buses MUVs: Multi utility vehicles; LCV: Light commercial vehicles; M&HCVs: Medium and heavy commercial vehicles
Major Players (Figures) ASHOK LEYLAND BAJAJ AUTO HERO HONDA MARUTI SUZUKI TATA MOTORS Revenue 60,307 84,460.30 125,398 217,811 717,378 PAT 1900 5374.8 12817.6 12317 -24,650 EPS Ratios 1.428 37.028 64.188 42.484 -56.875 PE Ratios 28.93 56.09 20.09 NA NA Net Profit Margin % 4.54 6.01 13.26 NA 0.8 Current Ratio 1.48 0.94 0.49 1.61 1.02 Debt to Equity Ratio 0.56 0.88 2.07 0.085 0.66 ROI % 4.18 16.81 35.21 12.07 -7.84 Dividend Yield % 1.78 1.07 0.98 0.25 0.77 Payout Ratio 70.02 59.41 31.16 8.24 NA
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Chapter -2
Introduction
2.1 Background of the Study SCV segment is the fastest growing segment in the country as well as around the world. There are two types of SCV, CARGO & PASSENGER. The vehicles which are used for transporting goods and commodities are called cargo and the vehicles which carry passengers is called passenger vehicle. Cargo and passenger both are available in three wheeler as well as four wheeler in the market. Customers choose vehicle according to their needs. There are number of companies who manufacture SCV like Tata, Piaggio, Bajaj, Mahindra and Force. However this SCV segment with four wheeler was first introduced in the market by Tata Motors. 2.2 Need of the Study The main motive of any business is to earn profit as much as possible and this can be possible only if the product manufactured by the company is completely sold in the market and the company is able to gain the total profit. This research is important because it help to know the feedback of the customers. It will also help the company to understand the consumer buying behaviour and the main factors which forces the customer to select a particular vehicle brand which will further help the company to know their shortcomings if they have and to increase the sale of their vehicle.
2.3 Objectives 2.3.1 General Objective To know the customers feedback from captive users of TATA SUPER ACE. 2.3.2Specific Objective 1. To know customers feedback from all existing SCV users. 2. To know feedback from captive users of Super Ace.
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Chapter-3 Research Methodology
2.1 Research design Descriptive and Exploratory research design will be used to conduct this research. Descriptive research design will help to know the perception of influencer during the purchase of a particular brand of vehicle. And it is also important to explore the various factors which can attract them during the purchase of vehicle. 2.2 Research tools and techniques Communication approach was basically structured questioning, that is personal interview with the aide of printed questionnaires. To serve the purposes, only one type of Questionnaire for all the categories of respondents are being used as to gain maximum relevant information within minimum time. Both qualitative and quantitative technique was used. Qualitative technique was used to understand the perception of the spare parts shops and mechanicals. Quantitative technique was used to determine the percentage of user of different brands of vehicle i.e. brand preferences among users. 2.3 Sample design Cluster sampling was used to conduct this survey as it is impossible to determine the total number of SCV users. In this research cluster sampling (Probability sampling) has been used from which 40 samples has been selected randomly. Apart from that snowball sampling technique has been used because it was difficult to find out the users in a geographically large area. For this research sampling unit was dealers, sub dealers and retailers. The size of sample was 40 for this research. And Jamshedpur district was the universe for this research. 2.4 Source of data As for the data it was essential to depend upon both primary and secondary. 2.4.1 Primary data Primary data was collected in the fields directly from the respondent with the help of questionnaire and schedule prepared for this purpose.
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2.4.2 Secondary data Secondary data like, history of TATA MOTORS has been collected from the following sources. Magazines Company websites Reports 2.5 Method of data analysis Data has been analyzed with the help of MS-EXCEL through pie chart, bar chart and column chart
2.6 Constraints of the study 1. Extreme hot weather. 2. Difficult to convince respondents. 3. Time and Money was another constraint of the study.
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CHAPTER 4 Organization profile Tata Motors is Indias largest automobile company, with consolidated revenues of USD 20 billion in 2009-10. It is the leading commercial vehicles manufacturer and among the top three in passenger vehicles. Tata Motors has products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, the world's second largest bus manufacturer, and employs 24,000 workers. Since first rolled out in 1954, Tata Motors has produced and sold over 4 million vehicles in India. Established in 1945, the company began manufacturing locomotives. The company manufactured its first commercial vehicle in 1954 in collaboration with Daimler-Benz AG, which ended in 1969. Tata Motors is the dual listed company traded on both the Bombay Stock Exchange, as well as on the New York Stock Exchange. Tata Motors in 2005 was ranked among the top 10 corporations in India with an annual revenue exceeding INR 320 billion. In 2010, Tata Motors surpassed Reliance to win the coveted title of 'India's most valuable brand' in an annual survey conducted by Brand Finance and The Economic Times. Tata Motors has auto manufacturing and assembly plants in Jamshedpur, Pantnagar, Lucknow, Ahmadabad, Sunland, Dharwad and Pune in India, as well as in Argentina, South Africa and Thailand. 4.1 Vision Best in manner in which we operate, best in product we deliver& best in our value systems & ethics. Tata Motors is committed to maximizing customer satisfaction and services to achieve the goal of excellence by continual improvement through ongoing design and development, manufacture and sale of reliable, safe, cost-effective, quality products and services of international standards, by using environmentally sustainable technologies for improving levels of efficiency and productivity within its plants and ancillaries.
4.2 Mission
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To become the world class automotive engineering & product development Centre and enable Tata Motors to become world class automotive company a) Leadership- Maintain our relationship of the Indian vehicle industry throughout continuous modernization and expansion of our manufacturing facilities and activities, and through the reestablishment of a wide and efficient network. b) Profitability-Achieve a fair and profitable return on capital by promoting productivity throughout the company. c) Growth-Ensure a steady growth of business by strengthening our position in the vehicle industry. d) Quality-Maintain high quality of our products and services and ensure their distribution at fair prices. e) Equity-Promote and maintain fair industrial relations and an environment for the effective involvement, welfare and development of staff at all levels. f) Responsibility-Fulfill our obligation towards society, especially in areas of integrated rural development and in safeguarding the natural and ecological balance.
4.3 Product Portfolio Of TATA MOTORS :
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TATA PRIMA A CONCEPT CAR tata aria a concept car
Passenger cars Utility vehicles Concept vehicles Commercial vehicles Military vehicles
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TATA XENON A UTILITY VEHICLE land rover - A UTILITY VEHICLE
TATA INDICA a passenger vehicle TATA STARBUS- A COMMERCIAL VEHICLe
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4.4 ACQUISITIONS
In 2004 Tata Motors acquired Daewoo's truck manufacturing unit, now known as Tata Daewoo Commercial Vehicle, in South Korea.
In 2005, Tata Motors acquired 21% of Aragonese Hispano Carrocera giving it controlling rights of the company.
In 2007, Formed a joint venture with Marcopolo of Brazil and introduced low-floor buses in the Indian Market.
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In 2008, Tata Motors acquired British Jaguar Land Rover (JLR), which includes the Daimler and Lanchester brand names.
In 2010, Tata Motors acquired 80% stake in Italy-based design and engineering company Trilix for a consideration of 1.85 million. The acquisition is in line with the companys objective to enhance its styling/design capabilities to global standards.
4.5 Management - Tata Motors
Name Designation Ratan N Tata Chairman / Chair Person Carl-Peter Forster Managing Director & CEO R Gopalakrishnan Director S M Palia Director S Bhargava Director V K Jairath Director Ralf Speth Additional Director Name Designation Ravi Kant Vice Chairman P M Telang Managing Director N N Wadia Director R A Mashelkar Director N Munjee Director Ranendra Sen Independent Director
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4.6TATA MOTORS Activities CSR activities: Employability- 1085 youth from areas adjacent to the Companys plants, were trained in various technical and vocational trades. At the new plant location of Singur alone, over 350 local youth have been trained in partnership with the government and the social sector, enhancing their employability. As a part of its skill development programme, the company has identified 10ITIs across the country to upgrade their facilities and enhance the relevance of their programmes to industry needs. Of these four it is have been covered in 2007-08. In addition as a part of the companys women empowerment programme 1058 women have been trained in manufacturing food products and utility items, sewing and beautician courses.
Health-Curative and preventive health services were provided to over 92390 persons through the companys community health programmes. In Jamshedpur, 374 individuals benefited from cataract operations conducted free of cost. Special country- wide programmes were conducted for drivers during service camps. 12 hand pumps were installed and 3 wells were repaired, ensuring clean drinking water supply for over 3500 villagers. Tanker facilities were deployed during summer months to meet drinking water requirements of rain-parched rural areas in Pune district, Maharashtra.
Education- Shiksha Prasar Kendra, a TATA Motors society at Jamshedpur supported 18000 students from across 33 schools. Scholarships for higher studies were awarded to 375 students. Extracurricular activities were organised in 31 schools in which over 4300 students participated. Infrastructure was improved at 13 schools, promoting higher education for 2000 children from over 25 villages. This includes a computer lab at Beriberi High school at Singur in West Bengal
Environment- over 175242 saplings has been planted with an 80% survival rate. Community irrigation wells and check dams have been constructed at villages near pune, augmenting incomes of families through improved irrigation. In Jamshedpur, 85 acres of land has been brought under irrigation and tree plantation has extensively been carried out in over 152 acres.
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Medical assistance-It provides various forms of medical assistance to those living in surrounding villages as well as towns.
4.7Physical/ Geographical boundaries Jamshedpur District Jamshedpur is the largest urban conglomeration in the state of Jharkhand, India. Jamshedpur is a planned industrial city of India, founded by the late Jamshedji Nusserwanji Tata. It is also known as Steel City, Tata agar or simply Tata. Jamshedpur is the headquarters of the East Singhbhum district of Jharkhand. It has a population of 1.1 million (according to the 2001 census) and ranks 28th among the 35 million-plus cities in India. It is located on the Chhota Nagpur plateau and is surrounded by Dalma Hills. The city is bordered by the rivers Subarnarekha and Kharkai on the north and west parts of the city. Jamshedpur is a major industrial centre of East India. It houses companies like Tata Steel, Tata Motors, Tata Power, Lafarge Cement, Telcon, BOC Gases, Tata Technologies Limited, Praxair, TCE, TCS, Timken India, Tinplate and many more. It is home to one of the largest industrial zones of India known as Adityapur which houses more than 1,200 small and medium scale industries. Jamshedpur was declared the 7th cleanest city of India for the year 2010 according to survey by the Government of India. In a survey in the year 2007, Jamshedpur was declared the 7th richest city of India. The survey was conducted on the basis of the percentage of population whose annual income is more than 1 million Rupees. 4.7.1Geography: Jamshedpur is located at 2248N 8611E22.8N 86.18E. It has an average elevation of 135 metres (442 ft). Jamshedpur is located in a hilly region. Jamshedpur occupies about 2.03% of the total area of Jharkhand. Total geographical area of Jamshedpur is 149.23 km square. Jamshedpur has a temperate climate, a tropical wet and dry climate. Summers start in mid- March and can be extremely hot in May and June. The temperature variation during summer is from 35 42 C although the city has witnessed temperatures higher than this. The minimum temperature during winters is 8 C. The best time to pay a visit to the city is between October and April. During these months, the city even receives migratory birds. The climate of Jamshedpur is marked by south-west monsoon. Jamshedpur gets heavy rainfall from July to September and receives about 1200 mm of rainfall annually.
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Basic demographic profile:
As of 2001 India census, Jamshedpur had a population of 1,134,788 and ranks 28th among the 35 million-plus cities in India according to the census 2001. Males constitute 53% of the population and females 47%. Jamshedpur has an average literacy rate of 83%, higher than the national average of 59.5%. In Jamshedpur, 11% of the population is under 6 years of age. The conversational language is Hindi. However tribal languages like Santali and Ho are also spoken in city outskirts. The population is multi-ethnic owing to migration of people from all over the country to work in the numerous industries present in the city. Major festivals celebrated include Makar Sakranti, Baha, Mage, Easter, Durga Puja, Deepawali, Holi, Christmas, Id-ul-Fitr, Id-ul-Zuha and Chhath, Shabbebarat. Durga Puja by far is the biggest festivity of the city and with nearly 300 communities Pujas Jamshedpur probably comes only second to Kolkata in Durga Puja.
(e) Balance carried to Balance Sheet 1,934.13 1,685.99 (1,017.85) (1,553.66)
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Chapter 5 PRODUCT INTRODUCTION
COMMERCIAL VEHICLES
Passenger Vehicle Commercial Vehicle Tata Motors Medium &Heavy CV INTERMEDIATE CV LIGHT CV SMALL CV
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I was working with the Commercial Vehicle- Cargo Unit of Tata Motors which dealt with Small Commercial Vehicles. Small Commercial Vehicle is divided into Cargo and Passenger. SCV Cargo comprises of TATA ACE, 207 RX, WINGER CARGO & ZIP SCV Passenger comprises of TATA MAGIC, WINGER, PLATINUM, VENTURE& IRIS
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TATA SUPER ACE
Super Ace was launched in Mumbai in September 2009, and the launch was later extended to Jamshedpur ( Jharkhand) in December 2010. Important Vehicle features include top speed of 125 kmph for faster turnaround , higher acceleration/ pick-up, comfortable cabin and long length of cargo deck to carry voluminous loads At the instance of the LOB ( Line of Business) a market survey on Super Ace conceptualized in Jamshedpur (Jharkhand)., where the acceptance of Super Ace has been better than that of Tata Ace.
4 MODELS OF TATA ACE: ACE HT Ace EX
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ACE CELEBRATION SUPER ACE The major difference between each model is its loading capacity. Ace HT has a passing of 750kg, ACE EX has a passing of 815kg and Super Ace has a passing of 1 ton.
New Model of TATA ACE: TATA ACE ZIP
The ACE family has just gotten bigger with the entry of its smallest member. Though tinier than its heavy duty Super Ace and ACE EX cousins, the Tata Ace Zip is a small but smart micro truck with a payload capacity of 600 kg. Built for deeper door-to-door penetration, the Ace Zip has the agility to navigate narrow by-lanes owing to its small turning radius of just 3.5 metres making it apt for both urban and rural use.
The only sub-600 kg mini van to house water cooled engine, the Ace Zip is built to cover long distances with ease and is hence suitable for varied application. The new Tata Ace Zip comes with a warranty of 36,000 km/ 12-month, whichever is earlier and its BSIII version is priced at Rs. 1.90 lakh, ex showroom Thane (without octroi).
Commenting on the launches, Mr. P M Telang, Managing Director - India Operations, Tata Motors, said, With the introduction of the Tata Magic IRIS and the Tata Ace Zip the company will more comprehensively address the burgeoning need of public transportation and goods movement. Their quality, affordable pricing and competitive maintenance cost throughout the life-cycle will further foster self-employment in the count
Market Survey on Super Ace Background 1. Super Ace was launched in Mumbai in September 2009, and the launch was later extended to Jamshedpur ( Jharkhand) in December 2010. Important Vehicle features include top speed of 125 kmph for faster turnaround , higher acceleration/ pick-up, comfortable cabin and long length of cargo deck to carry voluminous loads.
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2. At the instance of the LOB ( Line of Business) a market survey on Super Ace conceptualized in Jamshedpur (Jharkhand)., where the acceptance of Super Ace has been better than that of Tata Ace. The Objective of the survey was to obtain Customer Feedback on Super Ace.
3. The questionnaire for the survey was designed and the survey was conducted. Data collected from the respondents were then analyzed and a report for the same was prepared.
4. A total of 40 customers of Super Ace were interviewed in the survey. The sample size is relatively small, but in relation to the vehicle sales and sales spread, it is perhaps reasonable. Ownership Pattern of customers interviewed giving details of number of Super Ace owned by each customers are given below.
No. of Vehicles
Owned by no.of customers 1 38 customers 2 2 customers
Competitors:
Mahindra Maximo Force Trump 40 Tata Ace
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Maximo Apetruck
Tata Ace Force Trump 40
Analysis Of The Questionnaire
1. Driving Pattern : Customers were asked whether Super Ace is driven by them , or by a hired driver , or both.
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Vehicle driven by Mentioned by Self 45% Driver 18% Both 37%
From the above figure we can clearly conclude that the majority of the respondents (45%) drive their vehicles themselves. Only 18% respondents have appointed a driver and 37% respondents drive it themselves as well as hire a driver.
2. Reasons for purchase of Super Ace Unprompted : Customers were asked for an unprompted response on reasons for purchase of Super Ace. Reasons stated by them are summarized in the table below , were frequency of mention is indicated for each reason.
Reason Mentioned By High loading capacity 9 Attractive appearance 8 Self Driver Both 45% 18% 37% Driving Pattern Self Driver Both
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Suitable for business 8 Brand name 7 Good pick-up 5 Recommended by friend 1 Recommended by dealer 2
From the above figure we conclude that out of 40 respondents, a majority of 9 respondents answered high loading capacity as the main reason of purchase of Super Ace, followed by 8 respondents each of attractive appearance and suitable for business. 7 respondents of Super Ace answered that the Brand Tata was the reason for the purchase of the vehicle.5 respondents answered that the good pick up of the vehicle was the reason for the purchase and only 3 respondents said that they purchased the vehicle since it was recommended by family or dealer .
High loading capacity Attractive appearance Suitable for business Brand name Good pick-up Recommended by friend Recommended by dealer 9 8 8 7 5 1 2 Reasons for purchase of Super Ace Unprompted
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Thus the major spontaneously mentioned reasons for purchase of Super Ace include high loading capacity , attractive appearance and the brand name of TATA..
3.Reasons for purchase of Super Ace prompted: To validate the unprompted response on purchase reasons, a prompted question was asked. Customers were given a pre determined list of possible purchase reasons which might have influenced their purchased decision in favour of Super Ace and were asked to rank the 5 most important reasons in the order of priority. The higher the rating the greater will be the importance of the feature. In the table below purchase reasons are listed in the declining order of importance. Reason
Mentioned by ( No.) Good Pick up 11 Powerful Engine 4 Comfortable to Drive 2 High Mileage 5 High Speed 6 High Loading Capacity 12 Safe Vehicle 5 Brand Name 7 Spacious Cabin 3 Lower Maintenance Cost 5 Reasonable Price 4 Better Gradeability 2 Efficient Braking 0 Large Tyre Size 3 Easy Availability Of Spare Parts 6
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Suitable for long distance 7 Recommended by Dealers 1 Recommended by Others 2
0 2 4 6 8 10 12 Good Pick up Powerful Engine Comfortable to Drive High Mileage High Speed High Loading Capacity Safe Vehicle Brand Name Spacious Cabin Lower Maintenance Cost Reasonable Price Better Gradeability Efficient Braking Large Tyre Size Easy Availability Of Spare Parts Suitable for long distance Recommended by Dealers Recommended by Others Reason for Purchase of Super Ace(Prompted)
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4. Prior Vehicle Ownership Customers of Super Ace were asked to provide details of their vehicle ownership prior to purchase of Super Ace. Data collected from them shows that : i) Most customers did not own any vehicle prior to purchase of Super Ace ie. Super Ace was their first vehicle purchased ii) A few customers who were vehicle owners before purchase of Super Ace, owned large 3 wheelers ( M&M Champion, Force Minidor) or Minitrucks (Ace)
Response on prior vehicle ownership is summarized below : Type Of Vehicle
Owned By (No of Customers) Small three wheeler 4 no. Large three wheeler 2no. Mini-truck 3 no.
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From the above figure we conclude that a maximum of 4 respondents have owned small three wheelers, followed by mini truck and then large three wheelers.
5.Type of Operation:Table below summarizes data on the kind of operation of Super ACE , and shows that vehicles are principally used forhire-and reward, while some of them are also used for captive use.
Type of Operation Mentioned by (no. of respondents) Hire-and-Reward 30 Captive Use 10
small three wheeler Large three wheeler Mini Truck 4 2 3 Prior Vechicle Ownership
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From the above figure we conclude that majority of the respondents (75%) operate on Hire and Reward pattern and only 25% respondents use Super Ace only for their personal use or business. These are called Captive Users.
6.Purchase pattern: Customers of Super ACE were asked to specify the month and year of their purchase of the vehicle. Based on information collected purchase pattern of Super ACE has been drawn up which gives details of month / year of purchase and is given below:
Purchase Month / Year
No. of Vehicles Purchased December 2010 7 January 2011 6 February 2011 5 March 2011 8 April 2011 5 May 2011 5 June 2011 4 Hire-and-Reward Captive Use 30 10 Operation Type Hire-and-Reward Captive Use
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From the above figure we conclude that the highest sale was observed in March 2011. The sale has been fluctuating every month and has been lowest in June 2011.A maximum of 8 Super Ace has been sold in March and a minimum of 4 Super Ace has been sold in June 2011. 7.Goods transported on Super ACE : Important commodities transported in Super ACE are listed below, along-with the number of respondents who named each commodity: (multiple-response)
Medicines are thus most commonly transported in Super ACE. Super Ace is an application based vehicle which is used for carrying lighter goods namely medicine, apparels, shoes, raw material etc.
8.Route of Operation: Respondents were asked to name the route on which Super Ace operates most often. Data on routes mentioned by them is them is summarized in table below:
After the survey we found out that out of 40 respondents, around 28 respondents travel and operate within the boundaries of the city. 8 respondents travel to other cities, town or districts as well: namely Hazaribaug,Dumka,Musabani,Saraikila,Kharsawa,Ranchi,Bokaro,Dhanbad etc. 4 respondents travel to other state as well namely West Bengal, Orissa, Bihar etc. Though it is well suited for long distance, respondents prefer operating within the city.
9.Distance Travelled Per Day & Number Of Trips: - After the Survey we found out that almost 28 respondents of Super Ace travel within the city and cover approximately 120 km on an average per day taking around 3-4 trips per day. If we see the remaining 12 respondents who travel intercity and interstate they cover approximately 150 km on an average taking only 1 trip a day. In an interstate or an intercity trip the respondents usually visit Orissa, West Bengal, and Ranchi etc and cover 150-160km on an average.
0 5 10 15 20 25 30 Within the city Inter-city Inter-state Route of Operation Within the city Inter-city Inter-state
750kg-850kg 850kg-1ton 1ton-1.5ton 1.5ton-1.75ton 1.75ton-2ton 3 7 16 8 6 Load Carried by Super Ace
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A survey was carried out and there were 40 Super Ace respondents who were questioned on the average load carried per trip. The passing of Super Ace is 1 ton. Now the mileage and performance of the vehicle depends on the amount of load carried. Overloading might not only reduce the mileage but also hamper the smooth running and durability of the vehicle. From the survey we found out that 16 respondents out of 40 carry around 1 ton to 1.5 ton load. 8 respondents carry 1.5 to 1.75 ton, 7 carry 850kg to 1 ton and 6 respondents carry 1.75ton to 2 ton. 3 respondents carry 750kg to 850kg.
11.MILEAGE:-Super Ace gives an increased mileage when compared to its competitors. Super Ace is a fuel efficient vehicle. The mileage of a vehicle depends on the load carried as well as the travelling route. Super Ace gives an average mileage of 10-15 within the city and approximately 18-20 on the highway. From the data collected 24 respondents out of 40 ie.60% respondents said that their vehicle gives an average mileage of 15.
12.Average Daily Income:-
>300 300-600 600-900 <900 5 19 10 6
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The Average daily income of 40 Super Ace respondents were surveyed and from the data collected we conclude that 3 respondents earn less than 300 per day, 19 respondents earn on an average of 300-600 per day.10 respondents earn 600-900 per day and only 6 respondents earn more than 900 per day through their Super Ace . The average daily income helps to find out the average rate of income that the owners of the vehicles earn through their vehicle either by using their vehicle for their own business or by renting it out. 13.Average Daily Expense:-
>300 300-600 600-900 15 18 7
>300 300-600 600-900 <900 5 19 10 6 Average Daily Income
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After analyzing the data we found out that out of 40 Super Ace respondents almost 15 respondents have an average expenditure of less than300. 18 respondents have to spend 300-600 per day to meet the expenditure of the vehicle. 7 respondents have an average expense of more 600 and less than 900 per day. Now these expenditures involve Fuel charges, payment to driver and other miscellaneous expenditure. 14.Feature Rating: To get a quantitative feedback on individual features, customers were asked to rate each feature of Super ACE on the following 10-point scale :
1 2 3 4 5 6 7 8 9 10 Poor Excellent
Average feature ratings are given below, arranged in the descending Order of average customer rating :
Feature
Average Customer Rating Pick-up 8.5 Loading Capacity 8.4 Strong Body 8.4 Speed 8.2 Engine Power 8.2 Driving Comfort 8.2 Appearance 8.1 Price 8.0 >300 300-600 600-900 15 18 7 Average Daily Expense
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Mileage 7.9 Safety 7.9 Cabin Space 7.9 Maintenance Cost 7.5 Braking Effectiveness 7.5 Ground Clearance 7.5 Easy Serviceability 7.4 Suitable For Long Distance 7.2 Gradeability 7.0
The above table illustrates that: i) Features with highest customer rating are pick-up, loading capacity, strong body; ii) Features with lowest customer rating are Gradeabality and Suitability for long distance.
15.Customer Feedback: To obtain customer feedback on Super ACE Pick-up Loading Capacity Strong Body Speed Engine Power Driving Comfort Appearance Price Mileage Safety Cabin Space Maintenance Cost Braking Effectiveness Ground Clearance Easy Serviceability Suitable For Long Distance Gradabeality 8.5 8.4 8.4 8.2 8.2 8.2 8.1 8 7.9 7.9 7.9 7.5 7.5 7.5 7.4 7.2 7 Feature Rating Of Super ACe
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they were asked to identify vehicle features liked or disliked by them. The response is given below :
a) Features liked: Features of Super ACE which were liked by customers are listed below, along-with frequency of mention of each Feature
Liked by (no. of customers) Pick up 32 Engine Power 25 Mileage 22 Appearance 21 Loading Capacity 9 Speed 5 Spacious Cabin 1 Low Engine Noise 1 Strong Body 1
Thus two features of Super Ace most liked by customers-good pick-up and engine power.32 respondents 0 5 10 15 20 25 30 35 Pick up Engine Power Mileage Appearance Loading Capacity Speed Spacious Cabin Low Engine Noise Strong Body Features Liked - Super Ace Pick up Engine Power Mileage Appearance Loading Capacity Speed Spacious Cabin Low Engine Noise Strong Body
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Of Super Ace like the pick up and 25 respondents say that they like the powerful engine of Super Ace. Super Ace has an engine with a 70 HP, it is a 4 cylinder diesel engine and runs at a speed of 125kmph. Super Ace has a loading deck of 2630mm in length and 1460 mm in width.21 respondents like the Appearance of Super Ace. It stands out in the crowd with sleek styling and car like interiors. It has a Fully functional dashboard with lockable glove box. There is also a provision for a mobile charger.
b)Features disliked: Similarly features of Super ACE disliked by customers are listed in table below, along-with frequency of mention of each of them:
Feature Disliked by (no. of customers) Problem With Gear-box 14 Poor Tyre Quality 13 Low Mileage 7 Clutch is Hard 5 Oil Tank leakage 5 Brake Lever is Hard 2 Leakage in Radiator 1 Window Glass Does Not Open Smoothly 3
0 2 4 6 8 10 12 14 Problem With Gear-box Poor Tyre Quality Low Mileage Clutch is Hard Oil Tank leakage Brake Lever is Hard Leakage in Radiator Window Glass Does Not Open Smoothly Features Disliked - Super Ace
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The features most disliked by respondents of Super Ace are the gear box and the poor quality of the tyres of the vehicle. 16.Source of initial information about Super ACE: Customers of Super ACE were asked to name their source of initial information about the vehicle. Response is summarized in table below which shows that word-of-mouth is the principal source of initial of information about Super ACE, followed by Dealers.
Source Mentioned by (No. of customers) Dealer 10 Friends 25 Vehicle demonstration 3 Internet 2
Out of 40 Super Ace Respondents a maximum of 25 respondents got their source of information Through their friends , followed by 10 respondents who collected the initial information from the Dealers , 3 respondents got the information from vehicle demos and only 2 got from Internet.
17.Likely Alternative Purchase: a) Respondents were asked whether 0 5 10 15 20 25 Dealer Friends Vehicle demonstration Internet Source of Initial Information
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they would have purchased a vehicle if Super ACE was not available. The response is given in table below, which shows that 60% customers would have purchased another vehicle in the event of non-availability of Super ACE, while remaining 40% would not have purchased any vehicle.
Response No. of customers Yes 24 No 16
b)Likely alternative purchase: In order to find out type / brand of Yes No 24 16 Alternative Purchase( If Super Ace was not available) Yes No
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vehicle(s) from which Super-ACE is deriving its sales, customers who said they would have purchased some other vehicle in the absence of Super ACE, were asked to name the likely alternative choice. As table below shows likely alternative choice would have been Force Trump 40, M&M pick-up or ACE:
Likely purchase Mentioned by (No. of customers) Force Trump 40 11 M&M Pick-up 9 TATA ACE 4
Thus Super ACE is strategically positioned between Mini-trucks and Pick-ups.
Force Trump 40 M&M Pick-up TATA ACE 11 9 4 Likely Alternative Purchase
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18.Would You Recommend Super Ace To Your Family or Friend:
Yes 26 No 8 Not Sure 6
A Survey was conducted and 40 Super Ace respondents were asked if they would recommend Super Ace to their family or friends and a majority of 26 respondents ie. 65% respondents said YES they Would definitely recommend Super Ace to others on the other hand, 8 respondents ie. 20% said NO ,they were not happy with the vehicle and would not recommend it to others. There was a third group of people approximately 6 ie.15% was not sure whether they would or would not recommend Super Ace. .
Product Specification:
Yes No Not Sure 26 8 6 Recommendation for Super Ace
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Engine Model Type Max Output Displacement
Tata 475 IDI TCIC BS III 4 cylinder, 475 IDI Turbo Intercooled Diesel 70 HP @ 4500 rpm 1405 cc Clutch Single plate dry friction diaphragm type Gear Box Type GBS 65-5/5.07 Synchromesh(5 forward gears),sliding mesh(reverse gear) Steering Power assisted hydraulic; rack and pinion , 380 mm dia. Brakes Type Front Rear Parking Brake
Front:- Independent, Rear:- semi-elliptic leaf spring Hydraulic double- acting telescopic type Wheels And Tyres Tyres
165 R14 LT 8PR Radial Tube tyre Dimensions Length Width Height Wheelbase Track Front Track Rear Loading Deck Length Loading Deck Width Height of Side Panels Loading height from the ground Min Turning Circle Dia (in mm) 4340 1565 1858 2380 1340 1320 2630 1460 300 597 10.2m Fuel Tank Capacity 38 litres Performance Max speed Max Gradeability
125 kmph 39% Weight Max GVW Kerb Weight (In Kg) 2180 1180
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Payload Seating Capacity 1000 Driver + 1
Name Of The Captive Customers
NAME OF CONCERN Name Contact No. Add. Feedback
Chhabra Medical Naveen 0657- Chowk bazaar Using vehicle- & Distributers 2292891 Jamshedpur Two tata Ace(hire) About Super Ace- Not Required Vikash Drugs Chandan Agrawal 0657- Jugsalai Using vehicle- & Distributers 2292891 Jamshedpur Cenro(owner) Ape auto(hire) About Super- Good looking Om Sai Phrma Om prakash 0657- Jugsalai Using vehicle- & Distributers 2292882 Jamshedpur Piaggio(hire) About Super Ace- Not Required Gaurav Enterprises Gaurav 0657- Jugsalai Using vehicle- pharma & Distributers 2292880 Jamshedpur Bajaj auto(hire) About Super Ace- Good looking
Shyam Sunder Ramesh Amit Agarawal 0657- Jugsalai fatak Using vehicle- Kr Paint Distributers 2292896 Jamshedpur 5 Piaggio(Owner) About Super Ace-
Under Concideration
Ayush Drugs Uttam sharma 9835170171 Jugsalai Using vehicle- Distributers Jamshedpur 4 ape auto(Owner}
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About Super Ace Expensive
Shyam Medical Shyam 0657- Jugsalai Using vehicle- Distributers 2292703 Jamhedpur Ape auto(hire) About Super Ace- Big vehicle
Kansal Nerolac paints Rajesh thakur 9234526893 Jugsalai Using vehicle- ltd (CNF) Jamshedpur Tata ace,407,603 (hire) About Super Ace- Not required Hindustan Unilever Nirmal kumar 9234876383 Diagnol road, Using vehicle- (CNF) Bistupur Ape,Bajaj,piaggio auto 25(Owner) About Super Ace- Willing Electro kraft Kishore kumar 9386371246 K ,Road Using vehicle- (samsung plaza) Bistupur Eco maruti,ape,Bajaj Samsung,LG distributer auto(hire) About Super Ace- good looking Not required Italian traders M.E.Alam 9430738428 Jugsalai Using vehicle- leather distributers Jamshedpur piagio(hire) About Super Ace- Willing
Chothmal tejmal Prem Agarwal 9334814436 Jugsalai Using vehicle- enterprises Jamshedpur Three 407(Owner) ACC cement distributer About Super Ace- Not willing
Shivam Pharmaceutical P.K.Dev 0657- Jugsalai Using vehicle- & Distributers 2290696 jamshedpur piaggio(hire) About Super Ace- good vehicle not required
Jalan cloths & Vimal jalan 94211284601 Jugsalai Using vehicle- distributers jamshedpur three wheeler (hire) Tata indica(Owner) About Super Ace- not willing Saloni enterprises Vishal kumar 9334805564 chowk bazaar Using vehicle- Jugsalai ape auto(hire) About Super Ace- not willing
Sapna pharma Amit Agrawal 0657- Jugsalai Using vehicle- distributers 2292989 Jamshedpur ape auto, piaggio (hire) About Super Ace- good capacity Expensive Ladhuram & Sons R.G.Sharma 9234686527 Jugsalai Using vehicle- (FMCD) Distributers Jamshedpur eco maruti(Owner) About Super Ace- Good looking Expensive
M.G Agencies Om Prakash 0657- Jugsalai Using vehicle- (FMCD) Distributers Agarwal 2292415 Jamshedpur two bajaj auto(hire) About Super Ace Not willing
About winger- good capacity BM.Sarees agency Ramesh Chand/ra 9431340922 Jugsalai Using vehicle- Distributers Jain Jamshedpur 407,609(hire) About Super Ace- good capacity Expensive Kedia drug distributers Sanjay kedia 0657-2292399 Jugsalai Using vehicle- Jamshedpur wagon-r(owner) tata ace(hire) About Super Ace- Not willing
J.K.Pharma & J.K.Singh 0657- Jugsalai Using vehicle- distributers 2292691 Jamshedpur bajaj auto(hire) About Super Ace- Big vehicle
Bhartia associates Banwari Bharatia 0657- Jugsalai Using vehicle Garments distributers 2292739 Jamshedpur auto (hire) About Super Ace- Good vehicle Expencive K.K Sales drugs Krishna Kumar 0657- Jugsalai Using vehicle distributers Gupta 6550651 Jamshedpur auto(hire) About Super Ace- Expensive
Sony electronics Apresh singh 9204664676 Akash deep Using vehicle- distributers Plaza Golmuri piaggio,bajaj auto (hire) About Super Ace- not willing Modi electricals Vinit Modi 9334399430 Sakchi Using vehicle- philips distributers Jamshedpur ape auto (hire) About Super Ace- not willing
Super electronics Balvinder Singh 9801339945 kalimati road Using vehicle-
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Videocon distributers sakchi ape auto About Super Ace- Good vehicle Willing
Sagar electronics Genu Bhai 9334278734 Sakchi Using vehicle- samsung distributer Jamshedpur ape,bajaj auto (hire) About Super Ace- Not willing Dabur india(CNF) Deepak khanna 943010444 Refuge market Using vehicle- Sakchi mahindra max (owner) About Super Ace- Good capacity Nestle india distributers Manoj khatri 0657- Kasidih Kali Using vehicle- 2424779 Mandir Sakchi ape auto(hire) About Super Ace- Big vehicle
Ranjan Automobile Ranjan kumar 0657- Kalimati road Using vehicle- Exide distributers 2424631 Sakchi appe auto(hire) About Super Ace- Not willing
Dynamic Packers & Ganesh sharma 9431139570 Kalimati road Using vehicle- movers sakchi 407,609(hire) About Super Ace- Not willing
Sharma packers & Pappu sharma 93340399637 Sakchi Using vehicle- movers Jamshedpur 407, 609, 907,1109(hire) Not required Boxi Transport & co Boxi dada 0657- Sakchi Using vehicle- 2421795 Jamshedpur 407 ,609 , 1109(hire) Not required Naveen Bharat Naveen singh 0657- sakchi Using vehicle-
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Transport 2437638 407, 609, 1109(hire)
Ispat cariers pvt ltd V.k tyagi 0657- Kali mati road Using vehicle- 3295584 Sakchi 4018,3518(hire) About Super Ace- Not required Mangat road carriers Mangat singh 9304824757 Sakchi Using vehicle- jamshedpu 609 ,607
About Super Ace- Not required
Feedback Form For SCV 1. Name- ____________________________________________. Vehicle No. :-
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2. Respondent- Owner Driver 3. Address & contact no. __________ 4. Reason For Purpose for purchasing Super Ace: (Unprompted) 5. Reason For Purpose for purchasing Super Ace: (Prompted) Good Pick up Powerful Engine Comfortable To Drive High Mileage High Speed High Loading Capacity Safe Vehicle Brand Name Spacious Cabin Lower Maintenance Cost Reasonable Price Better Gradeabillity Efficient Braking Large Tyre Size Easy Availability Of Spare Parts Suitable For Long Distance
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Recommended By Dealer Recommended By Others
6. Prior vehicle ownership: 7. Month/ Year of Purchase:- 8. Goods Transported On Super Ace:- 9. Travelling route- within the city intercity interstate 10. Distance (Km) travel per day:- a) Below 10 km b) 10-20 km c) 20-30 km d) 30-40 e) More than 40 km , please specify_____. 11. No. of trips per day- (a) 1 (b) 2 (c) 3 (d) 4 (e) more than 4 please specify_______________ 12. Load carried( tones):- 13. Mileage of the vehicle (in km) you are currently using:- (a) Less than 10 (b) 10-15 (c) 15-20 (d) more than 20 please specify_______________ 14. Average Daily income- (a) below 300 (b) 300-600 (c) 600-900 If more than 900 , please specify ___________
15. Expenses per day:
16. Please mark the different features of Super Ace on a scale of 1-10:
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Features: Pick Up Loading Capacity Strong Body Speed Engine Power Driving Comfort Appearance Price Mileage Safety Cabin Space Maintenance Cost Braking Effectiveness Ground Clearance Suitable for Long Distance Gradeability
17.Features Liked:- 18. Features Disliked:- 19.Source of Information for Ace :- Dealer Friend Vehicle demo Internet 20. Would you purchase an alternate vehicle if Super Ace was not available: Yes No 21. If it was not Ace which would be your next alternative option:-
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Force Trump 40 M&M Pick Up Tata Ace 22.Would you recommend Super Ace to your family or friend:- Yes No Not Sure 23. Suggestion:-
Conclusion
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From the field survey it has been assessed that branding has become the most important element of marketing function in almost all industries. Brand management is the process, by which TATA MOTORS can outshine its competitors, can create customer loyalty and add corporate value on brand. In the current competitive markets, brands are identified as an intangible asset that can be revenue generating in the long term.
Being the oldest player dealing with vehicle in the market since 1945, TATA has gained brand image in the market. But as the business scenario is changing with inclusion of more number of competitors, TATA has to upgrade the brand management continuously. It has maintained an appreciable quality of the product, but it has to give more attention on advertisement customer service, rural marketing and especially on pricing. If TATA manages its brand image in the market and represents itself as a national brand by fulfilling all the factors that discussed above, it can run its business successfully and thus can be a leading vehicle manufacturer and seller in the market and by this way company can fulfil its vision and mission