Tribhuwan University: Thapathali Campus

TRIBHUWAN UNIVERSITY
INSTITUTE OF ENGINEERING
THAPATHALI CAMPUS
A Report On
OJT at Balaju Auto Works Pvt. Ltd.
Submitted in partial fulfillment of requirements for the degree in Industrial engineering
Submitted By: Submitted To:
Akash Prajapati Department Of Industrial Engineering
(067/BIE/01) IOE, Thapathali Campus.

OJT report on Balaju Auto Works Pvt. Ltd. 2014
TRIBHUWAN UNIVERSITY
INSTITUTE OF ENGINEERING
THAPATHALI CAMPUS
CERTIFICATE
This is to certify that OJT at Balaju Auto Works Pvt. Ltd. is carried away by Mr. Akash
Prajapati, in partial fulfillment for the Bachelors degree of Industrial Engineering from
Tribhuvan University, Kathmandu during the year 2014. It is certified that all
corrections/suggestion indicated for internal assessment have been incorporated in the report
and deposited in the department library. The project report has been approved as per the
academic requirements in respect of project work prescribed for the Bachelors in Industrial
engineering.
..
Er. Sudan Neupane Dr. Hari Ram Parajuli
(DHOD, Industrial Department) Campus Chief,
Thapathali Campus. Thapathali Campus.
2
BAW certificate
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CANDIDATE DECLARATION
I hereby undersigned declare that these projects have been assigned to me by BAW Pvt. Ltd.
Observation (15 days)

Overall vehicle flow process
General repair
Washing section
Floor supervision/service advising (15 days)
Opening job card
Assigning work
Customer interaction
Repair/ Maintenance (30 days)
General servicing
Paid repair
Periodic checking
Spare parts/warranty (15 days)
Spare parts management
Issuing spare parts
Warranty claim
Diagnostic software/ Dent and Paint (15 days)
Diagnostic cases
Dent and pent process
PDI
These are the results of study carried out by me from 15th May, 2014 to 15th August, 2014 at
BAW Pvt. Ltd. the authorized service center of Mahindra 4 wheelers.
This view expressed in this report is those of the authors only. The author is confident that
the results presented in this report will be taken as guidance for more comprehensive study n
further date. The author of the report is not responsible or liable legally or by any means
against the result of the report. Any consequent decision based on this report shall not make
the author responsible.
Project Guide
.. ..
Er. Jayant Basnet Akash Prajapati,
Senior Advisor, BAW Pvt. Ltd (067/BIE/01) Thapathali Campus
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ACKNOWLEDGEMENT
Foremost, I express my gratefulness to Balaju Auto Works Pvt. Ltd. as well as Agni Energy
Pvt. Ltd. for providing me with such a great opportunity of working with them as an intern
for three months, in such a big and reputed company.
I would like to express my gratitude to Shiva Sudan Shrestha (Service manager) and Er.
Jayant Basnet (senior advisor) for approving my OJT proposal and guiding me throughout the
period. I would also like to thank Mr. Binod Shrestha, Mr. Hari Shrestha and Mr.
Purushottam Khadka for providing me with various knowledge and information.
I am also thankful to all the junior as well as senior technicians of Balaju Auto Works, for
creating a friendly environment and helping me to broaden my knowledge about the
automobiles. I also like to thank all the staffs from Balaju Auto works Pvt. Ltd. as well as
Agni Energy Pvt. Ltd. for helping me during the period.
I would also like to thank the Department Of Industrial Engineering for providing this
provision of OJT during the final year as a partial fulfillment of degree of bachelors of
Industrial engineering.
Finally, my sincere thanks go to all my friends who directly or indirectly helped me for the
completion of report. As well as my fellow interns from KU and APC for sharing their
knowledge, being co-operative and creating a friendly environment.
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ABSTRACT
Department of Industrial Engineering, Thapathali Campus not only focuses on the theoretical
subjects, but also gives equal importance to practical knowledge. To make students familiar
to the working environment of their field and to give them clear concept of practical
knowledge, industrial training of 3 months period is assigned during the last semester. This
makes students confident and familiar to the working environment when they are recruited to
different industries.
The prime objective of selecting BAW Pvt. Ltd. for training is that it is one of the most
reputed and leading automobile distributors of the country with modern facilities and
equipments. It is the authorized service center of highest utility vehicle selling industry
Mahindra & Mahindra. Since past decade SUV and MUV of Mahindra company has covered
up the Nepalese road and own most percentage of the market share in utility vehicles.
During these three months of training I have not only broadened my practical knowledge
about the automobiles but also learned many things about working field like creating right
environment, assigning jobs, dealing customers, working as a team and most of all customer
satisfaction. I also learned about the jobs and duty as an engineer in an industry like
automobile workshop.
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TABLE OF CONTENT
ABSTRACT .............................................................................................................................. 6
List of Tables ............................................................................................................................ 9
List Of figures ......................................................................................................................... 10
List of Charts .......................................................................................................................... 11
List of Abbreviation ............................................................................................................... 12
1. INTRODUCTION .......................................................................................................... 13
1.1 Mahindra & Mahindra .................................................................................................... 13
1.2 Agni Incorporated Pvt. Ltd. ............................................................................................ 13
1.3 Agni Energy Pvt. Ltd...................................................................................................... 14
1.3.1 Organizational Hierarchy ........................................................................................ 14
1.4 BAW Pvt. Ltd. ................................................................................................................ 15
1.4.1 Organizational Hierarchy ........................................................................................ 15
1.5 Vision ............................................................................................................................. 16
1.6 Objective ........................................................................................................................ 16
2. TECHNICAL SPECIFICATION OF THE COMPANY ........................................... 17
2.1 Types of Tools and Equipments ................................................................................. 17
2.2 Types of Vehicles ....................................................................................................... 18
2.3 Plant Layout .............................................................................................................. 20
3. DEPARTMENTS OF THE COMPANY ..................................................................... 21
3.1 Service Department ................................................................................................... 21
3.2 Customer Care Department ....................................................................................... 22
3.3 Spare parts Department ............................................................................................. 22
3.4 Human Resource Management.................................................................................. 24
3.5 PDI............................................................................................................................. 24
3.6 Warranty .................................................................................................................... 24
3.7 Dent and paint ........................................................................................................... 25
4. OJT DETAILS ................................................................................................................... 27
4.1 Training methodology .................................................................................................... 27
4.2 Works accomplished ...................................................................................................... 28
4.2.1 Observation of general workflow ........................................................................... 28
4.2.1 Preparing a Job card ................................................................................................ 28
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4.2.2 Maintenance of Washing Schedule Board .............................................................. 29

4.2.3 Maintenance of a Vehicle Tracking Board ............................................................. 30
4.2.4 Servicing and Repair ............................................................................................... 31
4.2.7 Training session ...................................................................................................... 35
4.3 Findings .......................................................................................................................... 37
4.4 SWOT analysis of the company ..................................................................................... 37
4.5 Limitations and problems ............................................................................................... 38
5. CONCLUSION................................................................................................................... 39
6. RECOMMENDATION ..................................................................................................... 40
7. BIBLIOGRAPHY .............................................................................................................. 41
8. ANNEX ............................................................................................................................... 42
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List of Tables
Table 1: Dealers Network of Agni Group

Table 2: Vehicle income record from 16th May to 25th June
Table 3: Lead time calculation
Table 4: Types of Problems and remedies
Table 5: Causes of delays
Table 6: Maintenance schedule for XUV 500
Table 7: Maintenance schedule for Bolero/ Scorpio CRDe.
Table 8: Washing Records from 1st June to 27th June
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List Of figures
Fig 1: Plant Layout of BAW Pvt. Ltd.

Fig 2: Dent and paint Process
Fig 3: Wheel Alignment Process
Fig 4: 2 post and 4 post lifts
Fig 5: Agni Energy Pvt. Ltd.
Fig 6: Digital equipments of BAW
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List of Charts
Chart 1: Organizational Hierarchy of Agni Energy Pvt. Ltd.
Chart 2: Organizational hierarchy of BAW Pvt. Ltd
Chart 3: Service flow of BAW Pvt. Ltd.
Chart 4: Flow chart of Spare parts.
Chart 5: Work flow of the dent and paint process
Chart 6: Washing records from 1st June to 27th June
Chart 7: Vehicle income from 1st May to 25th June
Chart 8: Causes of Vehicle delays
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List of Abbreviation
BAW: Balaju Auto Works

MBFM: Mahindra Body Function Module
SRS: Supplementary Restrain System
ECU: Electronic Control Unit
EGR: Exhaust Gas Recirculation
LSPV: Load Sensing Pressure Valve
TPMS: Tyre Pressure Monitoring System
MST: Mahindra Special Tools
ABS: Anti-lock Braking System
AC: Air Conditioner
PDI: Pre Delivery Inspection.
GDMS: Global Database Management System
MUV: Multi Utility Vehicle
SUV: Sport Utility Vehicle
SWOT: Strength Weakness Opportunity Threat
DI: Direct Ignition
CRDE: Common Rail Diesel Engine
FCR: Field Concern Report
RKE: Remote Keyless Entry
TBI: Transponder Based Immobilizer
VOR: Vehicle Off-road Order
R&R: Remove and replace
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1. INTRODUCTION
1.1 Mahindra & Mahindra
Founded in 1945 as a steel trading company, M&M entered automotive manufacturing in

1947 to bring the iconic Willys Jeep onto Indian roads. It follows a unique business model of
creating empowered companies that enjoy the best of entrepreneurial independence and
Group-wide synergies.
In 1945, two enterprising brothers named J.C. Mahindra and K.C. Mahindra joined forces
with Ghulam Mohammed and started Mahindra & Mohammed as a steel company in
Mumbai. Two years later, India won its independence, Ghulam Mohammed left the company
and the two brothers led the company in the name of Mahindra & Mahindra
Now, after more than six decades, Mahindra has grown from a humble local outfit to a US
$16.5 billion corporation employing more than 180,000 people around the world. It has been
the global leadership in utility vehicles, tractors, and information technology, as well as has
significant presence in financial services, leisure and hospitality, engineering, trade, and
logistics. As we accelerate into the 21st century, well continue to pursue innovative ideas
that enable people to rise. Weve come a long way, but the journey has just begun. As said
by the company itself.
1.2 Agni Incorporated Pvt. Ltd.
Agni Incorporated Pvt. Ltd. started its business in 1991 A.D. with an Authorized
distributorship of Mahindra & Mahindra brand of Multi Utility Vehicles & Tractors and has
successfully continued the legacy of Mahindra since then.
Mahindra Multi Utility Vehicles & Tractors has managed to carve a niche for itself in the
automobile industry. It is the market leader in Multi Utility Vehicles (MUV) range, which has
approx. 40% market coverage resulting Agni Inc. to be the number one distributor of Utility
Vehicles in the country.
Agni Inc. focuses mainly on the sales of Mahindra four wheelers. It has around 22 dealers
and branches spread all over the country; to meet the customers needs for sales, servicing
and genuine spare parts. The dealer network of Agni group is as shown in the Annex 1, which
includes its sales showroom as well as service outlets.
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1.3 Agni Energy Pvt. Ltd.
Agni Energy Pvt. Ltd. is one of the leading organizations of Agni group which puts a
remarkable effort for the grand success of the company. Along with BAW Pvt. Ltd. it takes
care of the jobs that need to be done before and after the sales of the vehicles. Agni Energy is
responsible to carry out the following jobs. Some of the pictures are provided in Annex 12.
PDI of Mahindra utility vehicles

Dent/ pent Mahindra vehicles
Sales/service of Mahindra Reva
Sales/service of Demak bike
Sales/service of Base battery
1.3.1 Organizational Hierarchy
The organizational hierarchy of Agni Incorporated is as shown in the figure. All the activities
are monitored by general manager. Further two divisions are made with Reva and battery in
one side while PDI and dent/paint section on the other.
Chart 1: Organizational Hierarchy of Agni Energy Pvt. Ltd.
General Manager
Manager (Accounts) Manager (Battery)
Sales Executive Sales Executive
Service Advisor Service Engineer
PDI Messenger Technician
Technician
Source: Agni Energy Pvt. Ltd.
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1.4 BAW Pvt. Ltd.
Due to the Increasing workload of servicing of the vehicles due to large number of sales, the
service department of Agni Group was transferred to BAW Pvt. Ltd. It is situated inside BID,
Balaju and has been taking care of servicing of vehicles, warranty claim and distribution of
genuine spare parts since 2013. Any kind of repair or maintenance after the sales or During
the PDI is done here.
1.4.1 Organizational Hierarchy
The Organizational hierarchy of BAW Pvt. Ltd. is show in the figure. All the activities are
monitored by managing director. Further four divisions are made for dealer network, service,
spare parts and lubricants. Among them major works are carried out in service department
which has highest number of employee which includes service manager, service advisors,
engineers, supervisors and technicians.
Chart 2: Organizational hierarchy of BAW Pvt. Ltd
Managing Director
HOD Dealer HOD Service HOD Spare parts HOD Lubricant

Network
Sr. Executive Sr. Executive Sr. Executive Sr. Executive
Executive Jr. Engineer Executive Executive
Sr. Technician
Technician
Source: BAW Pvt. Ltd.

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1.5 Vision
To be known worldwide for the quality of its product and service.
1.6 Objective
To provide highly technological innovative services.

To make the maintenance system even more efficient.
To usher prosperity; for its customers, dealers, employees, society, and all other
stakeholders.
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2. TECHNICAL SPECIFICATION OF THE COMPANY
BAW Pvt. Ltd. is one of the leading Automobile workshops in the country and there is a
good reason for it. The technical aspects and superb management plays an important role for
its tremendous success. BAW is equipped with all the modern facilities and is technically
sound. It has automatic computerized system for data management, spare parts and keeping
records. It also has modern computerized equipments for monitoring tyre pressure, wheel
balancing, vehicle alignment, AC gas charging etc. All the staffs are educated and qualified
from technicians to managers.
2.1 Types of Tools and Equipments
Elgi Compressor Set: Air compressors used to operate pneumatic tools like pneumatic
guns, lifting Equipment, Tyre Inflation, Painting equipments etc.
Elgi hydraulic ledge: Used for lifting vehicle to a small height to perform tasks like
changing tyre, examine brake, chassis etc.
Elgi Two Post lifts: Used for lifting vehicle to a certain height to perform works like
servicing, maintenance and repair.
Elgi Four Post Lifts: Similar to two post lifts but is used to do heavy works like
working on gearbox, differential etc.
Digital Tyre Inflating Machine: Used for inflating tyre to accurate pressure.
Computerized Wheel Alignment Machine: Used to check and set the proper wheel
alignment of a vehicle through computer system.
Digital Wheel Balancing Machining: Used for checking and correcting the wheel for
proper balance.
Digital AC Gas Charging Machine: Used for charging coolant gas into the AC system
whenever the gas level gets low.
Bench Grinder: Used for grinding different parts to make dimensionally accurate
when required.
Bench Vice: Use to clamp the parts and work piece whenever required.
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Elgi Air Grease Gun: Use to pressurize grease into the gears and u/j cross generally
after washing.
Welding Machine: Use to perform welding, generally for repairing chassis and other
metal parts.
Chain Pulley: Use to lift engine from vehicle when engine overhaul is to be done.
Water Pump motor: use for washing purposed to clean the vehicles.
Pneumatic impact gun: used to tighten or loosen the bolts faster.
Pneumatic air gun: used to blow out the dirt and fill air where required.
Differential oil pump: used to feed oil into differential gears and gearbox.
Mobile tool box: A box that contains all the tools that are required to perform any
maintenance work or repair. One tool box is assigned to every worker and is equipped
with following tools.
Torque wrench
Spanner
Pliers
Thickness gauge
Wire gauge
Micrometer screw gauge
Vernier calipers
Oil filter remover
Ratchet
Socket set
L and key set
Screw driver
Lock clip inserter and remover
Chisel
Ring wrench
Open wrench
2.2 Types of Vehicles
Mahindra Bolero maxi truck SC 2WD

Mahindra Bolero maxi truck SC 2WD with P/S
Mahindra Bolero maxi truck Micro hybrid SC 2WD
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Mahindra Bolero Camper SC XL FB 2WD

Mahindra Bolero Camper SC XL FB 2WD with P/S
Mahindra Bolero Camper SC 4WD
Mahindra Bolero Camper DC 2WD
Mahindra Bolero Camper DC 4WD
Mahindra Bolero DI 2WD
Mahindra Bolero XL 2WD
Mahindra Bolero XL 2WD with AC
Mahindra Bolero LX MDI 4WD with P/S
Mahindra Bolero SLE M2DICR 2WD
Mahindra Bolero SLX M2DICR 2WD
Mahindra Bolero ZLX M2DICR 2WD
Mahindra Genio SC 2WD

Mahindra Genio DC 2WD with P/S
Mahindra Genio DC 2WD
Mahindra Scorpio Pickup DC M-hawk 2WD

Mahindra Scorpio Pickup DC M-hawk 4WD
Mahindra Scorpio Pickup DC M-hawk 4WD with ABS
Mahindra Scorpio EX M2DI CR 2WD
Mahindra Scorpio LX M-hawk CRDE 2WD
Mahindra Scorpio LX M-hawk CRDE 4WD
Mahindra Scorpio VLX M-hawk CRDE 2WD
Mahindra Scorpio VLX M-hawk CRDE 4WD
Mahindra Scorpio SLX M-hawk CRDE
Mahindra Scorpio GLX M-hawk CRDE
Mahindra Thar DI 2WD

Mahindra Thar DI 4WD
Mahindra Thar CRDE 4WD
Mahindra Xylo D2 M-eagle CRDE 2WD
Mahindra Xylo E8 M-eagle CRDE 2WD
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Mahindra Quanto C4 2WD

Mahindra Quanto C8 2WD
Mahindra XUV 500 FWD W4

Mahindra Renault Logan 1.4

Mahindra Renault Logan 1.5
2.3 Plant Layout
Fig 1: Plant Layout of BAW Pvt. Ltd.
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3. DEPARTMENTS OF THE COMPANY
3.1 Service Department
BAW has well equipped service department. It is responsible for all kinds of maintenance
and repair jobs that are to be carried out in the workshop. Various jobs are to be carried since
the opening of the job card to the delivery of vehicles. The management section controls and
supervise the activities while the floor section performs the activities. The floor is further
divided into repair section and wash section. The general work flow of the service department
is as shown below
Chart 3: Service flow of BAW Pvt. Ltd.
Booking Non-Booking
Booked by phone
Vehicles entry
Opening a job card
Hand over to floor supervisor
Inform customer
` Test drive Assign Technician for additional jobs
Work carried out Spare parts
Final inspection/test drive Washing if required
Payment of bills Delivery of vehicle
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First of all booking is made through the phone. If there are less number of booking vehicles
in a day, BAW also takes non-booked vehicles for servicing and repairs. When a vehicle
enters the workshop, it is recorded in the entry book of guard house. After than a service
advisor opens a job card as per the complaints of customer.
This job card is handed over to the floor supervisor, where he checks the problems, and
customer complaints. Then he assigns the technicians according to the job that needs to be
carried out. A senior technician performs a test drive if it required then informs supervisor
about the problems. In case of additional jobs, the floor supervisor contacts the customer to
ask for his decision. If the vehicle is from an accidental case, it is then transferred to Agni
energy where they take care of dent and paint jobs. After all the jobs are finished, the
technician once again checks for a test drive and then if it passes it is then put into the wash
section, where it is cleaned and dried. The supervisor then informs the customer about the
completion of the job and then it is delivered when customer comes and clears the bill.
3.2 Customer Care Department
BAW believes in customer satisfaction so customers are always at the highest priority.
Whenever a vehicle is registered here, BAW constantly tracks it for customer feedback. A
separate customer care department is maintained here whose prime task is to call back the
customers and note down their feedback. Whenever there is any fault in vehicles from
manufacturer, BAW calls customers to schedule their free repair. More recently customers
have been called for replacement of faulty retro kit and flashing of ECU in certain vehicles.
Also customer care department is responsible for keeping the recording of the booking list.
Each day customer care receives a number of calls from customers regarding booking and
various other problems. It is the duty of customer care department to prepare the booking list
of next day and submit the report to all the personnel of service department before end of the
day.
3.3 Spare parts Department
One of the important jobs of BAW is the sales and distribution of genuine spare parts.
Mahindra along with BAW have been strongly discouraging the cheap and low quality spare
parts for the better performance as well as long life of the vehicle. Spare parts are directly
ordered from the parent company, India and are distributed from here. The automatic
computer software Microsoft Dynamic NAV keeps the record of flow of spare parts and
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informs whenever the inventory is below the lowest level. Service order is made two times a
month, and sometimes emergency orders are also placed for which spare parts are transported
by air. Generally order is placed according to the category of the spare parts which are fast
moving, slow moving and non-moving. Some of the examples of each fast, slow and non
moving spare part are as shown.
Fast moving: air filter, fuel filter, bush, tie rod, ball joint, linkage etc.
Slow moving: u/j cross, bulbs, wiper blade, bumper etc.
Non-moving: body parts, windshield glass, piston etc.
The items received in BAW are first kept in the warehouse. Then the spare parts in charge
check all the spare parts and tally it with service other and receive items. The broken and
damaged spare parts are also checked properly. The items are shipped with a certain code to
each of them. They are also recorded in Microsoft NAV with the help of those codes so that it
can be searched and tracked with the help of that code number. Further the spare parts are
arranged in the racks according to their types and code number. And then from the spare parts
building it is distributed to the floor as well as other dealers.
Chart 4: Flow chart of Spare parts.
Normal order VOR

(By land) (By air)
Warehouse
Entry to NAV
Spare Parts
Dealers Floor Retailer

s
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3.4 Human Resource Management
BAW Pvt. Ltd. has a well management human resource. The people in this industry work at
different levels according to their qualifications. Majority of the staffs are the technicians,
who work at the company, in the service department. The schedules of the employees
including administration and technicians are organized according to one shift hour.
BAW is always updated with time and technology so, there is always need of the experienced
employee in this organization. Service engineers and overseers look after the ongoing
maintenances frequently and give advices accordingly. Also the decisions for the replacement
of parts, lubricants are taken by the supervisors after the inspection. The specific manager
related to the similar field conducts the need and selection of the human resource.
Different seminars, meeting and training activities are continuously conducted by the
company to confirm the quality of its service and to update the employee to it latest
technologies. Technicians are also sent to India for further training program to enhance their
skills and quality. This organization also provides incentives as well as bonus to the employs
if they managed to cross the target of the institution. Each and every year the hard working
employees are rewarded to encourage them.
3.5 PDI
There is a separate department of PDI in Agni Energy for the inspection of the vehicles
before the sales. Every vehicle is checked very carefully so that it is perfectly fine when it
reaches the showroom. In this department new vehicles are overall checked (like engine oil,
gear box oil, crown oil, nut bolts and so on) which are directly delivered from India. The
vehicles are also checked for reporting the VIN number, chassis number, engine number,
steering number, gear box number, battery type serial no, tyre make, and rear/front axis
no.etc. These details of the vehicles are entered in the workshop system of the office. If the
vehicles are ok then they are ready to be delivered to the showroom.
3.6 Warranty
Sometimes, the parts in vehicle are broken as soon as they are bought or after a while. There
are some provisions for the warranty for which the customers will get free spare parts
replacement if they fulfill certain criteria. The first and foremost criteria that every vehicle
shall fulfill are that it should be less than six months from the date of sales or it should run
less than 2000 Km. If these conditions are met, the warranty engineer check for the further
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cases. If the damaged is cause solely due to the vehicle itself and not due to carelessness of
the driver then the warranty claim is approved. The damaged spare parts are tagged and
stored in the warranty room and audit is conducted once a month for the confirmation of the
parts. The steps to carry out warranty claim process are:
Customer claims for the warranty.

The damaged part is inspected and the warranty terms for these parts are reviewed.
If it fulfills the warranty criteria, the damaged parts are replaced.
FCR (Field Concern Report) is prepared.
The warranty case is uploaded on the GDMS with required photos.
The parent company approves the warranty and warranty claim is approved by BAW.
After the replacement of the damaged parts numbers of things are to be done. The damaged
parts are collected by the warranty head and is tagged with is part no. and vehicle
informations like chassis no. registration no. etc. then FCR is prepare and all the warranty
claim is recorded in the system and also in GDMS which is the global interface of Mahindra.
Then the parts are stored and audit is conducted once again for confirmation.
3.7 Dent and paint
Dent and paint is also carried out in Agni Energy Pvt. Ltd. but it is reported in BAW. In any
accidental case the vehicles is first reported to the BAW, then the service advisor inspect
vehicle clearly and prepares the quotation as per the condition of the vehicle. If the vehicle is
not insured then customer decides whether to repair the vehicle or not. In case if the vehicle is
insured then the quotation must be submitted to the insurance company after which they
sends their agent to inspect the case. After the agent approves the accident case, the insurance
grants the permission and work is carried out as described by quotation. The overall
processes of dent and paint job is shown in the figures, Annex 9.
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Chart 5: Work flow of the dent and paint process
Hammering
Pulling
Welding Grinding
Putting
Rubbing
Undercoat
Final putting
Undercoat
Paint mixing Final Paint Plastic coat
Delivered to BAW
Source: Agni Energy Pvt. Ltd.
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4. OJT DETAILS
4.1 Training methodology
A three months long On the Job training was successfully accomplished in BAW Pvt. Ltd.
Daily working time was 8 hours including an hour for lunch break. The basic focus of the
training was to observe the work flow of the workshop while understanding what a service
engineer does in an automobile workshop. For performing any job in this field, only
theoretical knowledge is not enough. Knowing the definition of any parts is not enough but
we should also what how does it works what problems it can cause and what remedies can be
applied. So, the 3 month long OJT was very fruitful for understanding the working
environment and broadening the practical knowledge. The procedure that was followed for
the successful completion of the training are;
Observation and analysis

The major methodology was to observe the work flow and various processes. As we had no
concept about the working environment, we were not allowed for the direct involvement but
to observe. Various work process were observed and made notes for further analysis. Direct
observation of ongoing works proved to be effective learning methods. Various technical
works on the floor as well as managerial works were observed.
Direct Interaction
Direct interaction with technicians, supervisors and other staffs proved to be effective and
informative. The staffs were co-operative and friendly and they would clear any queries right
away whenever asked. Other supervisor and service advisors were also questioned for more
information. Various knowledge about maintenance works, service flow, spare management,
customer care etc were gained through direct interaction.
Direct involvement
Various technicians as well as senior officers were assisted in their works for more
knowledge. Direct working with technicians helped us to know every detail about the parts
and their maintenance schedule. Assisting senior technician also proved to be beneficial as
we knew about maintenance procedure of various technical equipments. Working with
service advisors also helped us to know about the preparation of job card, warranty as well as
dent and paint procedure.
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Training session
We were also given an opportunity to attend the technical training classes which were only
meant for the technician and specific persons. Those training were also attended along with
other technicians and fellow interns. Such trainings helped us to get familiarize with the
modern technologies adapted by Mahindra.
Report preparation
At the end of session, a detailed report about the OJT at BAW was prepared for the official
record of the company as well as to make us more informative about all the aspects and work
summary that we did during OJT. Preparation of report not only helped us to recall the work
summary but also gave us chance to learn new thing as we searched the materials for the
report. Finally the report was submitted to the senior service advisor for suggestions of
improvisation.
4.2 Works accomplished
4.2.1 Observation of general workflow

First few weeks of OJT was spent only in observations. In order to work as a service engineer
one need to know how the overall workflow is carried out. The vehicle income and delivery
was noticed. A brief study from incoming of a vehicle to delivery of the vehicle was
observed. Various steps were involved such as opening a job card, handing over to
supervisor, assigning technician, scheduling trails, issuing spare parts, contacting customers
for addition works, carrying out dent and pent jobs and warranty claim, scheduling washing,
billing and finally handing over the vehicle to customer.
4.2.1 Preparing a Job card
A job card in BAW Pvt. Ltd is computerized and prepared in software Microsoft Dynamics
NAV. A job card contains all the information about customer as well as the vehicle. A job
card plays an important role in the maintenance of any vehicle. A sample of job card is as
shown in Figure. Some of the major importance of a job card can be listed as:
It provides legal authority by customer himself to repair or modify his vehicle.

It gives clear idea about the problems of vehicles and customer complaint.
It provides information like engine no. chassis no. etc if required in any case.
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It provides personal contact of customer so as to inform him about additional jobs or

delivery of the vehicle.
It provides information about the technician currently working on it.
It gives details of additional works to be carried to the technicians.
It also gives information about the inventory present in the vehicle.
4.2.2 Maintenance of Washing Schedule Board
A washing schedule board was also maintained in front of the washing section. Generally all
the vehicles that comes for a washing is recorded in this board by the supervisor. The
informations like vehicle registration number, model, in time, out time, and type of wash is
recorded in the washing schedule board. Some of the importance of washing board is;
It helps to record the vehicle that comes for wash.

It gives information about the total time taken, time in, time out etc.
It also gives information about the type of wash i.e. half wash, full wash.
It helps to divide the work equally among the washing technicians.
It helps to determine the efficiency of washing section
The data of washing schedule board was recorded for the month of June which is as shown in
Annex 8. With the help of the data following results were obtained. The vehicle with highest
frequency that comes for wash is Scorpio Model averaging 6 vehicles per day. The total
washing average is 11 vehicles per day. The workers have maintained the avg. washing time
of 65 minutes which is a good record but still it can be improvised and made more efficient.
Chart 6: Washing records from 1st June to 27th June
Washing records (1 June- 27 June)
8%
7%
34% Bolero
Scorpio
XUV
Others
51%
29
4.2.3 Maintenance of a Vehicle Tracking Board
A vehicle tracking board is equipment which is used to keep the record of any vehicles which
is undergoing a repair in the workshop. Whenever a vehicle enters the workshop and job card
is prepared, it is necessary to track the vehicle for any information. As soon as the supervisor
receives the job card, he enters the required data into the vehicle tracking board. It contains
all the informations like registration number, model, incoming time, promised delivery date,
assigned technician, and time of delivery. The importances of a vehicle tracking board are;
It gives information about the technician working on it.

Customer can have information about their vehicle in the workshop.
It helps to keep record of the vehicles.
It helps to sort the vehicle according to importance of delivery time.
It helps to manage the assignment of technician.
Everyone can have the knowledge about the vehicle flow.
The data of vehicle tracking board was recorded from 16th May to 25th June which is as
shown in the Annex 2. With the help of the data following results were obtained. The average
vehicle income of the workshop is 16 per day. And the percentage of delivery in same day is
74.66%. Which is a very good rating, still improvisations can be made and it could be
increased. The Scorpio model is received in highest frequency. The other models include
Quanto, Xylo, Thar and Logan. The types of vehicle are as shown in the chart.
Chart 7: Vehicle income from 1st May to 25th June
Vehicle income (16th may - 25 june)

4% 3%
4%
Bolero
37%
Scorpio
Genio
XUV 500
52% Others
30
4.2.4 Servicing and Repair
There are various types of repair and maintenance works to be carried in the service station.
Some of them are free servicing, paid servicing, schedule servicing, paid repair etc. A number
of things needs to be check in each type of repair works.
General Check up
The general check up includes a thorough checking of all the parts and equipments. The
major things that needs to be checked are, battery condition, radiator condition, all oil levels
including engine oil, gear oil, differential oil, fuel filter, oil filter, brakes, clutch, greasing and
steering. Tie rod, ball joint and linkage are also checked and replaced if necessary.
Regular servicing
There is a scheduled servicing of each vehicle as prescribed by Mahindra. Generally it is
required to change air filter, engine oil etc in 10,000 KM but according to road condition it
can be changed as soon as 5000 KM. or whenever the filters are useless or the oil becomes
dirty. The schedules for each of those vehicles are as shown in Annex 6 and Annex 7.
Clutch plate inspection

Generally it is prescribed to change the clutch plate within 1 lakh KMs, but it is checked in
every servicing and is replaced as soon as it is damaged. Usually the vehicles that runs in off
road or the drivers that drives vehicle in half clutch tends to damage their clutch plate more
often that other vehicles.
Brake inspection
Brake is checked whenever a customer request for the servicing. While checking the brakes,
the roughness of brake pads is checked in case of disk brake and roughness of lining as well
as brake drum is checked in case of drum brake. Brake fluid is also replaced whenever
necessary
Gear box check up

Gear box repair is one of the major works which required lots of time as well as effort. A four
post lift is required to make the job easy. First the gear box is taken out with the help of
pneumatic lift attached to four post lift. Then the gear box is dissembled and washed in
kerosene. Each and every gear is carefully checked to sort out the defect. The defected gears
are then replaced on customer approval.
31
Suspension Inspection
The leaf spring and coil spring suspensions are also regularly checked. Usually when leaf
springs get slacked it is hammered and repaired but in case it is broken then the specific layer
of the leaf spring has to be replaced. While in case of coil spring there is no any means of
repairing and it has to be replaced if damaged. Usually shock absorber gets damaged in coil
spring system and it is replaced.
Propeller shaft inspection

Propeller shaft are also inspected from time to time. Generally the u/j cross of propeller shaft
gets damaged and it is replaced. U/j cross of vehicles in off road tends to get damaged more
often.
Electrical systems check up.
Separate technicians are allocated to do electrical jobs. For any electrical problems, first of all
the battery is checked. If the battery is ok the negative terminal is removed and continuity in
the wire is checked. The electrical equipments like head lights, parking lights, instrument
cluster, radio, window switches, fuse are checked. The problem is then identified and
defected parts are replaced.
Starter motor and alternator

The devices like starter motor and alternator are also diagnosed by the electrical technicians.
If there is defect in the starter motor or alternator, it is first detached from the vehicle and
taken to the electrical room, where it is dissembled and diagnosed for the problems. The
common problem in starter motor is the failure of carbon brush holder and the gear while the
common problem in alternator is the failure of windings.
AC system inspection
The AC system is also looked after by electrical technicians. Usually the AC and wiring
system tends to be one of the hectic jobs of the workshop. The main problem occurring in the
AC system is less effectiveness of AC cooling which is resolved by either cleaning the AC
filter or refilling the AC gas. R134a is used as the cooling agent in AC system. If there is any
other problem like leakage, the whole dashboard has to be opened and the AC system is taken
out for diagnosis. The leaked parts are either glued if possible or replaced or customer
request.
32
General problems, diagnosis and delays

During the three months long OJT, various repair cases were also analyzed. To find about the
most common problems, customer complaints and how such problems are addressed few
repair cases were recorded and analyzed. The table is as shown in Annex 4. From the table it
is found that the most common cases arise as an additional problem in general servicing. The
next type of problem is noise from the body of vehicle, starting problem is also one of the
common problems. Beside these, engine overhaul, gearbox servicing etc are the most
uncommon ones and occurs rarely.
For other cases Lead time was also calculated and delay in working as well as delivery was
observed. The cases are as shown in Annex 3. From the table we can find out that there are
job which could take as less as 5 mins and jobs that can take hours of working. While the
delay cases are observed, it is noted that the major delays are caused due to additional works.
Unavailability of spare parts also stands as one of the major cause of delay as shown in
Annex 5. Other problems like major work to be carried, insufficient technician, lack of
communication also comprises more or less for the overall delays of the vehicles.
Chart 8: Causes of Vehicle delays
Causes of Delays
Additional jobs
needed to be done
6% 12%
Unavailability of
36% spare parts
Major work to be
16% carried
waiting for
customer response
30%
others
4.2.5 Computer Diagnosis

BAW is also equipped with modern technologies of computer diagnosis. Diagnosis is done
by the software i-smart python, which is provided by the parent company. In the more recent
models of Mahindra, many electrical problems can be sort out with the help of computer
diagnosis as it is well equipped with sensors. Only those models which are equipped with
ECU can be diagnosed for error. Generally diagnosis is done to address three problems.
33
Engine Check lamp

This is the most common problem. Whenever there is any fault in any of the sensors, the
engine check lamp glows in the instrument cluster. Then the computer is connected to the
vehicle and synchronized through python. It shows which of the sensor is causing problems
and why. Then the specific problem is addressed using necessary procedure. Usually there
are sensors in airbag, air mass, fuel level, CRD, pre-tensioner belt etc. and whenever the
sensor sense anything wrong it glows the check lamp.
Key programming
In case of vehicles with ECU, whenever the vehicle owner lost his keys a new set of key
needs to be installed. Since the old key is set into the ECU, the new key also needs to be re-
programmed. For this procedure, the new key set is installed in the vehicle, python is
connected and diagnostic software is run. Then the TPK1 and TPK2 is generated and
submitted to floor manager, the floor manager then sends it to parent company through
internet for approval. After it is approved the engine is starts and the key programming
procedure is complete.
ECU Flashing
ECU flashing is very much similar to formatting of the computer. ECU generally means the
brain of the electrical system which guides all the electrical processes. Sometimes when new
ECU is installed or the current version of ECU software is outdated, ECU flashing is
performed. For ECU flashing the python is connected to the vehicle and the respective
software of flashing tool is opened and flashing is done as per the instruction. After the
flashing we have to check the version of software for confirmation and the flashing is done. It
is also required only in the new models which are run by ECU and MBFM whereas in the old
models of Mahindra since this technology is no used ECU flashing doesnt needs to be done.
4.2.6 Digital technology diagnosis
BAW is also equipped with various digital and computerized equipments for the better
quality of the services. One needs to have proper guidance from the senior technician to
operate these equipments. However, since we were familiar with the computer technologies
we were able to understand and operate it without any confusion. These equipments are used
for Tyre pressure monitoring, wheel balancing, wheel alignment, AC gas charging. The
figures of these digital equipments are as shown in Annex 13.
34
Digital Tyre Inflating Machine

This is the digital device that is used for Tyre Pressure Monitoring System (TMPS).
Generally after a long drive or after changing a tyre pressure, monitoring needs to be done.
However it is mandatory to monitor tyre pressure before and after a long trip. It not only
safeguards the vehicle but also brings smoothness and ease in driving. The procedures for
monitoring tyre pressure are;
a. Set the tyre pressure bit higher than required in the tyre inflator machine.
b. Inflate all he tyres including the spare tyre.
c. Shut off the engine and start is again pressing the TPMS switch situated in cluster.
d. The system now measures all the tyre pressure. (Usually 32 psi in Scorpio).
e. Inflate or deflate the tyre as prescribed by the system until beep sound is heard.
Computerized wheel alignment machine

It is the computerized system for performing wheel alignment. Usually vehicles running in
off road or after the minor or major accident tend to have their wheel alignment distorted,
which results in vehicle pulling problem and difficulty in steering. The wheel alignment is
carried out by adjusting the camber, caster and toe as instructed in the computer. The pictures
are shown in Annex 10. The procedures for the wheel alignment are;
a. Drive the vehicle into the 4 post lift in front of the machine.
b. Fix the measuring arms in each tyre, and lock all the tyres from moving.
c. Unlock the tyres and move the steering as instructed in computer.
d. Then computer now generates the current wheel position data.
e. Add or remove shim of suitable thickness to adjust camber.
f. Loosen or tighten the bolts of tie rod to adjust the toe.
g. Print the adjusted data into the A4 paper and hand it to customer.
4.2.7 Training session

BAW also provides technical training for the technicians for them to get familiarize with the
modern technologies of the company and to increase the efficiency in the service. Along with
the technicians and other fellow interns I also got chance to attend various technical training.
During the 3 months period technical training of vehicle immobilizer, CRD engine, and Tyres
were attended.
35
Vehicle Immobilizer
Vehicle Immobilizer is the anti-theft security system adapted by Mahindra in its recent
models. The main objective of the immobilizer system is to prevent unauthorized key entry
which prevents vehicle from theft and other risks. There are three types of immobilizer used
in the Mahindra vehicles. Starter immobilizer (RKE based), Starter and engine immobilizer
(RKE based), engine immobilizer (TBI based). The starter immobilizer reads the key
encryption whenever a key is entered, if the data matches with the memory in ECU, only then
the key is authorized to start. Otherwise it locks up the starter motor which prevents from
cranking hence stopping the vehicle. Starter and engine immobilizer works in the same
concept expect it locks down both starter motor and fuel injection system so that vehicle
wont start. The latest technology is engine immobilizer which is TBI based. In this system a
small chip is fixed in the key itself by the manufacturer which is equipped with transmitter
and responder. So, when a key is inserted the radio signal is first read by the vehicle and the
data is send to ECU. If the data matches the engine starts otherwise the engine is locked as
the fuel injection is cut off. When a vehicle enters to immobilize condition it can be unlocked
with the genuine key, but if wrong key is tried again it immobilized permanently and the own
has to contact authorized dealer for its diagnosis.
CRD engine
CRD stand for Common Rail Diesel engine which is one of the latest technologies in
automobile sector. A CRD system is composed of various equipments like ECU, sensors,
actuators, turbo, EGR etc. A common rail system simply means the utilization of a common
rail for fuel injection before it directly reaches the engine. Comparing with older types of
engine it has improved pressure pump and a common rail. The older DI engine can create the
pressure up to 800 bars whereas in common rail it can be increased as much as 2200 bar. The
engines electronic timing regulates injection pressure according to engine spend and load.
The ECU modifies injection pressure precisely and as needed, based on data obtained from
sensors on the cam and crankshaft. This technique allows fuel to be injected as needed,
saving fuel and lowering emissions. The history of improving emission control starts from
EGR valve then turbo was introduced which also helped to control emission. Finally CRD
system was introduced which remarkably improved the emission control. The major
advantages of a CRD system are;
36
Controls the emission of harmful gases like NOx.

Control the engine temperature.
Improved combustion of fuel.
Improve overall efficiency.
4.3 Findings
After a 3 months long Internship at BAW Pvt. Ltd, I came to know a lot of things about the
automobile technology as well as the company itself. I also analyzed various data and
informations I found and formulated the following findings.
BAW is one of the best Automobile service centers in the country.
BAW has impressive technical aspects as well as management system.
The prime objective of BAW is customer satisfaction.
It proves to be a good learning ground for industrial as well as mechanical engineers.
The Promotion of Agni group would help BAW to accelerate further.
The average Vehicle income is 16 vehicles per day with 75% delivery on same day.
Washing section has average of 11 vehicles per day and could be turned out as a good
business section.
It has best technical manpower for performing high quality jobs.
4.4 SWOT analysis of the company
Strength Weakness
Authorized service center of renowned Limitation of spare parts.
company. Congested working space/Layout
Well equipped with modern technologies Has to depend on parent company.
Has experienced and trained manpower Having problems dealing with customer
Falls under renowned business venture Agni satisfaction
Group and VOITH.
Opportunity Threat
More people are attracted towards Mahindra Lots of competitors in automobile sector.
4 wheelers. Failure to address customer complaint might
Can become the leading automobile industry lead to losing the customers
in the country High class customers attracted to other
Can extend workplace and layout for ease of expensive reliable vehicles.
work inadequate health and safety facility might
result conflict.
37
4.5 Limitations and problems
During the period of OJT we also had to face lots of problems and difficulties. While
working on the floor use of local names for the tools by technicians created confusions. Our
knowledge being limited to theoretical field, we had to face some problem to adjust into the
practical sector. No provisions for the interns made it a bit difficult to adjust to the
surrounding.
38
5. CONCLUSION
The three months long OJT was quiet fruitful and interesting. We came to know that working
in a field is more knowledgeable than reading various books. What we dont find in a book
we find in the practical sector. It is a tough job to be a service engineer and being limited to
theoretical knowledge is never enough. Experience teaches us the things that education
cannot. Therefore I am very much thankful to BAW Pvt. Ltd. for giving me such an
opportunity to work with them.
Even though being a technical organization, managerial aspects plays an equal role in a
companys success. Management is required in every section like washing, repairing, spare
parts, dent and paint etc. The success of BAW is not the sole outcome of it superb technical
team and modern technologies but also the continuous effort of HR department, logistics,
finance as well as administration. During my training period, I learned to work as a technical
person, but most of all I learned the importance of group work and work as a team to achieve
organizational goals.
39
6. RECOMMENDATION
During the OJT, we found technical as well as management system of BAW to be quiet
impressive. The results and outcomes of the workshop are good but there are still some rooms
of improvements and the efficiency of the workshop could be pushed a little further. After the
analysis of all the informations and workflow process following recommendations are made
to BAW Pvt. Ltd. which I believe will increase the efficiency of the workshop.
Due to the congested layout vehicles are stuck in the floor numerous times creating
bottleneck and delays so careful management should be done regarding the flow of
vehicles.
Addition of work seems to be prominent factor for delays so it should be considered and
more time should be allocated per vehicles keeping the tolerance time for additional
works.
Unavailability of spare parts seems to be a major cause of delays so necessary steps
should be taken by the store management team.
Sometimes miscommunication between the staffs was observed creating confusion so
smooth communications should be maintained among customer care, service department,
supervisors and technicians.
There seem to be lots of problem while searching for the spare parts in the warehouse, so
it should be managed to a new uncongested place if possible.
There are lots of intern students from various sectors attracted to this organization, so
some provision for interns shall be made.
40
7. BIBLIOGRAPHY
William H. Crouse, Donald L. Anglin. Automotive Engines (7th edition), McGraw-

Hill, 1986.
Kripal Singh, Automobile Engineering, STD Publishers.
R. K. Rajput, A text book of Automobile engineering, Laxmi publication Pvt. Ltd,
2007.
An OJT report on Vijay Motors Pvt. Ltd, Ramesh Maharjan.
An OJT report on Vijay Motors Pvt. Ltd, Praveen Deshar.
Official Site of Mahindra & Mahindra: http://www.mahindra.com/
Official Site of Agni Group: http://www.agniinc.com.np/
41
8. ANNEX
Annex 1.
Table 1: Dealers Network of Agni Group
S.N. Dealers Name Address
1. Balaju Auto Works Pvt. Ltd BID, Balaju

2. Balaju Auto Works Pvt. Ltd (Branch) Birgunj, Pratima Chowk
3. Unique Ideal Automobiles Balkumari, Ktm.
4. AM Automobiles Balkhu, Ktm.
5. SB Autolink Jorpati, Ktm.
6. Batas Brothers Nayabazar, Pokhara
7. Central Auto Zone Narayanghat, Chitwan

8. Samriddhi Enterprize Bhairahawa
9. Samriddhi Enterprize Ghorahi, Dang
10. Samriddhi Enterprize Surkhet
11. Dakshinkali Brothers Dhangadi
12. Sakushal Trade Link Birtamod, Jhapa
13. Kubeer Auto Link Dharan
14. Lok Sushila Auto Concern Butwal
15. Royal Auto Enterprises Biratnagar
16. Bhusal International Nepalgunj
17. Shree Krishna Distributors Janakpur
18. Shrestha Auto Concern Banepa
19. Usha Enterprises Rajbiraj
20. Hidamba Auto Pvt. Ltd Hetauda
21. Gauri S. Trading Concern Pvt. Ltd. Sindhuli
22. Karki Multi Traders Charikot
23. Gitanjali Auto Works Lahan
42
Annex 2.
Table 2: Vehicle income from 16th May to 25th June
XUV
S.N. Date Bolero Scorpio Genio 500 Others total Delivered % delivered
1 16-May 8 5 1 3 2 19 16 84.21%
2 18-May 8 8 1 1 0 18 15 83.33%
3 19-May 10 13 0 0 1 24 16 66.67%
4 20-May 3 13 0 2 0 18 12 66.67%
5 21-May 17 9 0 1 1 28 10 35.71%
6 22-May 4 9 0 0 0 13 11 84.62%
7 23-May 6 4 3 0 1 14 9 64.29%
8 25-May 8 9 0 0 17 12 70.59%
9 26-May 4 10 2 0 2 18 13 72.22%
10 27-May 6 9 0 0 2 17 14 82.35%
11 28-May 6 9 0 1 0 16 14 87.50%
12 30-May 2 12 1 0 0 15 11 73.33%
13 1-Jun 7 9 1 2 0 19 9 47.37%
14 2-Jun 4 8 1 0 0 13 7 53.85%
15 3-Jun 6 8 0 0 2 16 9 56.25%
16 4-Jun 6 5 1 0 2 14 9 64.29%
17 5-Jun 3 6 0 0 0 9 6 66.67%
18 6-Jun 3 6 0 1 0 10 7 70.00%
19 8-Jun 4 8 0 1 1 14 7 50.00%
20 9-Jun 1 7 1 0 1 10 10 100.00%
21 11-Jun 7 5 0 1 0 13 9 69.23%
22 12-Jun 3 9 0 1 0 13 12 92.31%
23 15-Jun 7 10 0 1 0 18 15 83.33%
24 16-Jun 6 7 1 1 0 15 10 66.67%
25 17-Jun 2 11 0 0 1 14 11 78.57%
26 18-Jun 8 4 0 2 0 14 12 85.71%
27 19-Jun 4 9 0 0 0 13 13 100.00%
28 20-Jun 6 7 2 1 0 16 13 81.25%
29 22-Jun 5 5 3 0 0 13 11 84.62%
30 23-Jun 2 3 2 0 0 7 6 85.71%
31 24-Jun 8 5 0 1 0 14 13 92.86%
32 25-Jun 7 11 0 0 0 18 16 88.89%
TOTAL 181 253 20 20 16 490 358 74.66%
43
Annex 3.
Table 3: Lead time calculation
Reg.
S.N. No. Jobs Done Time Start Time End Time taken
1 9377 e. oil, fuel filter, oil filter 4:00:00 PM 4:20:00 PM 20 mins

rubber bush change 4:10:00 PM 4:35:00 PM 25 mins
e. oil, g. oil, fuel filter, oil 11:00:00
2 5931 filter AM 11:50:00 AM 50 mins
11:20:00
3 9909 Body Bush change AM 11:40:00 AM 20 mins
4 8349 filter AM 12:00:00 PM 40 mins
11:30:00
5 7355 AC s/w change AM 11:45:00 AM 15 mins
11:45:00
Headlight check & change AM 12:35:00 PM 50 mins
12:40:00
Parking Light check PM 12:45:00 PM 5 mins
11:55:00
6 1326 Body Bush change AM 12:30:00 PM 35 mins
7 156 filter PM 1:30:00 PM 50 mins
8 6694 gearbox assemble 3:25:00 PM 3:55:00 PM 30 mins
9 2407 change coolant 4:05:00 PM 4:10:00 PM 5 mins
10 700 filter AM 11:50:00 AM 35 mins
11 1147 filter AM 1:00:00 PM 65 mins
leaf spring suspension 11:25:00
14 914 change AM 1:10:00 PM 105 mins
10:35:00
15 5857 Remove Gearbox AM 11:00:00 AM 25 mins
11:35:00
16 1179 gearbox assemble AM 12:00:00 AM 55 mins
11:10:00
17 5261 change handbrake wire AM 11:35:00 AM 25 mins
11:20:00
18 5261 u/j cross R&R 2 set AM 11:55:00 AM 35 mins
44
Annex 4.
Table 4: Types of Problems and remedies
S.N. Reg. Customer Diagnosed Problems Jobs Done

No. Complaint
1 1915 starting problem wiring detached,
connections burnt wiring system repaired
2 brake lining and brake brake lining and brake
7687 brake check up drum worn out drum R&R
3 4972 noisy in bumps leaf spring broken leaf spring R&R
4 diesel tank cleaned
mud particles seen in f. filter assy. cleaned
1915 general servicing f. filter f. filter changed
5 1927 braking problem brake lining worn out brake lining R&R
6 diesel tank and pipes
slug particles seen in cleaned
7909 general servicing fuel filter f. filter assy. changed
7 5380 general servicing crack in front axel cracks welded
8 airbag, ignition s/w,
airbag, ignition s/w ECU, pre-tension
1397 electrical problems damaged R&R
9 354 brake check up brake disc worn out brake disk R&R
10 32 Km. not working speed sensor broken speed sensor R&R
11 bolt worn out due to
5596 rear brake check up loosening tyre nuts worn out bolts R&R
12 retro kit faulty from
4128 low pick up manufacturer retro kit R&R
13 instrument cluster
check lamp board
2362 glowing Short circuited. instrument cluster R&R
14 7665 brake check up front brake pads worn brake pads R&R
15 low pick up
noise from
7911 downside clutch assy. Worn clutch assy. R&R
16 fuel filter repaired,
278 fuel tank lock crack in fuel filter glued
17 carbon brush holder
and
3687 no self start starter motor damaged gear R&R
18 1276 noisy steering, bush worn out all bush changed
19 tyre touches body leaf spring repaired and
354 in bumps leaf spring damaged raised
20 6622 low pick up fuel filter jammed filter R&R
21 u/j cross of
intermediate
4078 steering hard shaft jammed u/j cross R&R
22 582 downside vibration intermediate shaft intermediate shaft R&R
45
in speed damaged
23 steering box assy.
582 steering problem Broken steering assy. R&R
24 parking light not
6613 working bulb burn out back light bulb R&R
25 Faulty gear set from
5627 low pick up manufacturer retro kit R&R
26 u/j cross/ brake u/j cross damaged, hub u/j cross R&R, hub
7650 check greasing required greasing
27 u/j cross & Shock u/j cross & RL side
2904 Noise from bottom damaged shock R&R
28 Slip hub & 1st gear
581 Engine problem Overhaul required R&R
29 9332 AC check up Radiator pipe leakage Radiator & pipe R&R
30 Brake booster & master
8361 Braking problem Brake booster leakage cylinder R&R
31 61-0- Airbag lamp
120 glowing Clock spring damaged Clock spring R&R
32 Water jammed in Intercooler & nozzle
5806 Not starting intercooler cleaned and fixed
33 Fuel filter assy.
Acceleration Cleaned
917 problem Fuel adulteration Fuel tank cleaned
34 Vehicle bubbling in Suspension & Differential cleaned
2922 high speed differential oil leak new gasket applied
35 Starter motor gears Starter motor Gears
5675 Starting problem broken R&R
36 6752 Noise from injector Injector damaged Injectors repaired
37 u/j yoke& teeth R&R
9522 General check up Suspension damaged suspension R&R
38 Insufficient oil, Gears
7293 Gearbox problem broken Broken gears R&R
39 Armature and brush
4647 Starting long Starter motor defect holder R&R
Annex 5.
Table 5: Causes of delays
SN Cause of delay frequency Cu. Freq.
1 Additional jobs needed to be done 18 18
2 Unavailability of spare parts 15 33
3 Major work to be carried 8 41
4 waiting for customer response 3 44
5 others 6 50
total 50
46
Annex 6.
Table 6: Maintenance schedule for XUV 500
47
Annex 7.
Table 7: Maintenance schedule for Bolero/ Scorpio CRDe.
48
Annex 8.
Table 8: Washing Records from 1st June to 27th June
SN Date Bolero Scorpio XUV Others Total Avg time

1 1-Jun 5 5 0 1 11 62.73 690
2 2-Jun 1 4 0 0 5 56.00 280
3 3-Jun 4 6 0 1 11 62.73 690
4 4-Jun 6 6 0 0 12 60.00 720
5 5-Jun 2 5 0 1 8 61.88 495
6 6-Jun 1 8 1 0 10 64.00 640
7 8-Jun 6 6 0 0 12 70.83 850
8 9-Jun 3 5 0 2 10 65.50 655
9 11-Jun 3 3 1 0 7 70.00 490
10 12-Jun 3 6 0 0 9 67.22 605
11 13-Jun 4 4 2 0 10 66.00 660
12 15-Jun 3 5 2 0 10 65.00 650
13 16-Jun 4 3 2 3 12 70.42 845
14 17-Jun 3 8 1 12 65.42 785
15 18-Jun 6 3 1 2 12 64.58 775
16 19-Jun 2 8 0 0 10 65.50 655
17 20-Jun 4 6 1 1 12 65.00 780
18 22-Jun 1 3 1 2 7 62.14 435
19 23-Jun 1 7 1 1 10 65.00 650
20 24-Jun 10 1 1 1 13 64.62 840
21 25-Jun 4 8 2 0 14 63.57 890
22 27-Jun 0 6 0 3 9 66.67 600
total 76 116 16 18 226 1424.798 14680
Average 3 5 1 1 10 65
49
Annex 9.
Fig 2: Dent and paint Process
a. Distorted part. b. hammering/grinding
c. undercoat/ putting d. Paint mixing
e. paint booth f. plastic coating
50
Annex 10.
Fig 3: Wheel Alignment Process
a. arms setting in wheels b. moving steering
c. camber, caster and toe data d. Addition of shim.
Annex 11.
Fig 4: 2 post and 4 post lifts
a. Elgi 2 post lift b. Elgi 4 post lift
51
Annex 12
Fig 5: Agni Energy Pvt. Ltd.
a. Repair section b. Dent and paint section
c. Mahindra Reva d. Base battery inventory
52
Annex 13.
Fig 6: Digital equipments of BAW
a. Digital tyre inflating machine b. Digital Wheel balancing machine
c. Computerized wheel alignment machine d. Digital AC gas charging machine
53

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TRIBHUWAN UNIVERSITY

Submitted By: Submitted To:

Akash Prajapati Department Of Industrial Engineering

(067/BIE/01) IOE, Thapathali Campus.

Observation (15 days)

4.2.2 Maintenance of Washing Schedule Board .............................................................. 29

Table 1: Dealers Network of Agni Group

Fig 1: Plant Layout of BAW Pvt. Ltd.

BAW: Balaju Auto Works

1.1 Mahindra & Mahindra

Founded in 1945 as a steel trading company, M&M entered automotive manufacturing in

1.2 Agni Incorporated Pvt. Ltd.

1.3 Agni Energy Pvt. Ltd.

PDI of Mahindra utility vehicles

1.3.1 Organizational Hierarchy

Chart 1: Organizational Hierarchy of Agni Energy Pvt. Ltd.

Manager (Accounts) Manager (Battery)

Sales Executive Sales Executive

Service Advisor Service Engineer

PDI Messenger Technician

Source: Agni Energy Pvt. Ltd.

1.4 BAW Pvt. Ltd.

1.4.1 Organizational Hierarchy

Chart 2: Organizational hierarchy of BAW Pvt. Ltd

HOD Dealer HOD Service HOD Spare parts HOD Lubricant

Sr. Executive Sr. Executive Sr. Executive Sr. Executive

Executive Jr. Engineer Executive Executive

Source: BAW Pvt. Ltd.

To be known worldwide for the quality of its product and service.

To provide highly technological innovative services.

2. TECHNICAL SPECIFICATION OF THE COMPANY

2.1 Types of Tools and Equipments

Pneumatic impact gun: used to tighten or loosen the bolts faster.

2.2 Types of Vehicles

Mahindra Bolero maxi truck SC 2WD

Mahindra Bolero Camper SC XL FB 2WD

Mahindra Genio SC 2WD

Mahindra Scorpio Pickup DC M-hawk 2WD

Mahindra Thar DI 2WD

Mahindra Quanto C4 2WD

Mahindra XUV 500 FWD W4

Mahindra Renault Logan 1.4

2.3 Plant Layout

Fig 1: Plant Layout of BAW Pvt. Ltd.

Source: BAW Pvt. Ltd.

3. DEPARTMENTS OF THE COMPANY

3.1 Service Department

Chart 3: Service flow of BAW Pvt. Ltd.

Opening a job card

Hand over to floor supervisor

Work carried out Spare parts

Final inspection/test drive Washing if required

Payment of bills Delivery of vehicle

Source: BAW Pvt. Ltd.

3.2 Customer Care Department

3.3 Spare parts Department

Chart 4: Flow chart of Spare parts.

Normal order VOR

Dealers Floor Retailer

Source: BAW Pvt. Ltd.

3.4 Human Resource Management

Customer claims for the warranty.

3.7 Dent and paint