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INDIAN INSTITUTE OF PLANNING AND MANAGEMENT NEW DELHI

PROJECT ON CUSTOMER RELATIONSHP MANAGEMENT IN MERCEDES

SUBMITTED BY: UTKARSH TRIPATHI ID NO: D1012SSISBE-A10201(CT-1068) SECTION SD-2 ROLL NO: 61

SESSION: 2010-2012

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ACKNOWLEDGEMENT
It is a great pleasure for me to thanks THE GOD for he blessed upon for everything I wished, and then I would like to express my gratitude to my loving parents, families for providing all facilities and resources. Their immense and silent contribution will always be there with us. The project is entitled A SURVEY OF CUSTOMER RELATIONSHIP MANAGEMENT IN MERCEDES, Which provides me a golden opportunity to convey my gratitude to all those in Reliance Communication who helped me to complete the project on time. With great pleasure, I expressed my sincere gratitude and thanks to Mr. Nikhil Sharma (Manager-Marketing in T&T Motors ltd) for their help and support and I have been in constant touch with him during the project for the opportunity to learn with their support in congenial environment. Finally I involve my involve my friends who were involved directly or indirectly for their co-operation and help that inspired and encouraged me to work.

Utkarsh Tripathi

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INDEX

Title Executive summary Introduction of project CRM Benefits of CRM Area of CRM activity Project Objective Actual Project Report Introduction of Mercedes CRM Purpose of CRM Program Offered by Mercedes How to Start CRM Objective of CRM Benefits of CRM

Page no. 5 6 6 7 7 8 9 9 10 11 12 13 14 14

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Motivation and Satisfaction by CRM Training & Development Response of Customer Questionnaire Findings of Report Suggestions Conclusion Bibliography

16 16 17 33 36 37 39 41

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EXECUTIVE SUMMARY
Today leading organizations are using every available tool with greater vigor to create a more efficient and profitable business. One of these tools, Customer Relationship Management, historically has been viewed, as an effective highly political and time-consuming task yet there is hardly a single organization in the world that does not want a performance management system focused on results and backed by commitment. Performance oriented organizations are focusing on positively impacting and motivating their customer with their relationship system to build the necessary commitment for them.

The customer relationship management is the key element in the performance management process. When used effectively the customer relationship management can provide accurate feedback on past performance, significantly enhance employees productivity and satisfaction and offer feedback to employees on how to improve. For that reason customer relationship management is one of the most important responsibilities of supervisor or manager or organization. Mercedes is one of the best automobile company of world. Its core business is producing cars in various class, busses . Customer Relationship Management plays an important role in developing employees motivation and increasing the customer satisfaction level. Especially feedback and counseling session plays an important role in the organization. I have undertaken this project with clearly defined objective, i.e. how far Customer Relationship Management is effective in Mercedes.

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INTRODUCSTION OF PROJECT Customer Relationship Management:Customer relationship management (CRM) is a widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments Business reputation has become a growing challenge. The outcome of internal fragmentation that is observed and commented upon by customers is now visible to the rest of the world in the era of the social customer, where in the past, only employees or partners were aware of it. Addressing the fragmentation requires a shift in philosophy and mindset within an organization so that everyone considers the impact to the customer of policy, decisions and actions. Human response at all levels of the organization can affect the customer experience for good or ill. Even one unhappy customer can deliver a body blow to a business. Some developments and shifts have made companies more conscious of the life-cycle of a customer relationship management system. Companies now consider the possibility of brand loyalty and persistence of its users to purchase updates, upgrades and future editions of software. Additionally, CRM systems face the challenge of producing viable financial profits,

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Benefits of CRM
The use of a CRM system will confer several advantages to a company:
1. 2. 3. 4. 5.

Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention

Area of Customer Relationship Management activity1. Sales force automation 2. Customer service and support 3. Help desk 4. Field service Customer relationship management 5. Marketing automation

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PROJECT OBJECTIVE
The objective of the project is to improve the customer relationship b/w the customer and the company. In this project I analyze that the companys response over customers problem. If the company satisfies them with their feedback and their response over the consumer problem in minimum possible time then their consumer relationship management is good .if the lower level management of the company does not solve the problem than the lover level transfer the problem to the upper level and if any complication over there then the information transfer to the upper management and they will short it out at their best level in the project I also analyze the CRM of other competitive company and how to make the CRM effective and what are the strategy they are following and can over company will do better in this sector

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PROJECT REPORT
Introduction to Mercedes-Benz:Mercedes-Benz is a German manufacturer of automobile coaches and trucks. Mercedes-Benz is a division of its parent Daimler AG. Mercedes-Benz traces its origin to Karl Benzs creation of first power petrol car. The Benz patent motorwagen patented in January 1886. And Gottlieb Daimler and engineer Wilhelm Maybach's conversion of a stagecoach by the addition of a petrol engine later that year. The Mercedes automobile was first marketed in 1901 by Daimler Motoren Gesellschaft. The first Mercedes-Benz brand name vehicles were produced in 1926, following the merger of Karl Benz's and Gottlieb Daimler's companies into the Daimler-Benz company. Mercedes-Benz has introduced many technological and safety innovations that later became common in other vehicles. Mercedes-Benz is one of the most well-known and established automotive brands in the world, and is also the world's oldest automotive brand still in existence today. The founder of this company was Karl Benz and Gottlieb Daimler. Now Dieter Zetsche is the chairman of the board of management Daimler and Head of Mercedes-Benz cars division Headquarter of Mercedes-Benz is in Stuttgart. Mercedes shows his quality according to his tag-line that is THE BEST OR NOTHING. Mercedes Benz launches many model all over the world few of them are given below 1. 2. 3. 4. 5. S-Class The icon of motion E-Class Engineered around you E-Class Coupe The pure attraction E-Class Cabriolet Its about airstream. Not mainstream C-Class Agility at your command

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6. A-Class Hatchback 7. B-Class multipurpose 8. M-Class Grand Edition For the road less travelled 9. GL-Class The royal class of family ca 10. Viano Class multipurpose vehicle 11. Many models like AMG Class, SLK Class, CLS Class and many more. 12. Trucks Now SLS AMG is the latest model of the company. Mercedes Benz is also producing the racing cars. And also participate in the F-1 race and many more. The first racing car is SSK which was launch in year 1928.

Customer Relationship Management:CRM is a widely implemented for managing a company interaction with consumer, clients and sales prospectus. It involve using technology to organize, automate and synchronize business process principally sales activity , but also those for making customer service and technical support. The overall goals are to find, attract and win new clients. Nature and retain those the company already has entire farmer clients back into the folds and reduce the cost of client service and marketing. CRM describe the company wise business strategy including customer interface department and the other departments. Image of the organization is also important for consumers. An image is a total perception that of something that individuals form by processing all the information they are exposed to overtime. Research indicate that the

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consumer develop the image about brand price response to the problems etc. customer may associate a Mercedes car with quality because of their word-of-mouth communication by the other customer of Mercedes, friends, print and electronic media advertisement. Communication is a process by which a company exchanges his thought quality service differentiability from others.

What is the purpose of Customer Relationship Management:The primary reason for having a CRM program is to monitor employees performance, motivate staff and improve company moral according to the need of customer. Monitoring employee performance requires routine documentation, which is accomplished through completing a performance appraisal form. When employees are aware that the company is mindful of their performance and that they could be rewarded with merit increases and promotions, they are motivated to work harder and try to give best according to the need. Morale is improved when employees receive recognition or reward for their work. An effective CRM program will assist the company in achieving its goals and objectives which is customer satisfaction. Not only will training needs be identified and addressed during a CRM review, but hidden talent can be discovered as well. Through identifying these training needs, staff can perform their jobs at the highest level and be in a better position to address clients, members and customers concerns and questions. A well-developed staff is more likely to be proactive, productive and resourceful, all of which helps give the company a competitive edge, from improved customer relations to increased profits. An effective CRM system contains two basic systems operating in conjunction: an evaluation system and a feedback system.

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The main aim of the evaluation system is to identify the performance gap (if any). This gap is the shortfall that occurs when performance does not meet the standard set by the organization is acceptable. The main aim of the feedback system is to inform the employee about the quality of his or her performance. The customer can enjoy our star presence, Enjoy the that comes from having the largest service network at your back and call. More dealerships, upgraded showrooms, state of art workshops and highly skilled personnel. The Mercedes-Benz experience has moved up a gear with 26cities and 56 touch points and more being added, world class our service is always around the corner. Our few programs which will be maintain a good relationship with customer. Star Care Program R-S-A ( road side assistance program) Star Ease Service Package Star Care Program :Star Care program takes care of your car in the third year of operation, after the completion of two year warranty period, without any extra cost and mileage limitation. Road Side Assistance Program:The R-S-A Program offers a range of round the clock response to the emergencies & breakdown. Suppose that if you have any problem in your car then you can call on the no. provided by company and as the feasibility of the service centre if you

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are in the limit of the nearest service centre of the company then you can get the service by the company mechanic in less possible time.

Star Ease Service Package:The Star Ease Package puts your mind at ease by taking care of essential service like change of engine oil, filters, brake fluid, coolant etc. For a period of three year or 30000 km which occurs earlier. When a consumer comes in the showrooms for buying a car then we said to him/her for a test drive of the car. After that we give a form to the customer in that form the consumer declares that he/she hold a valid license per the Indian roads rules and regulation. After the test drive we will give the feedback form for the test drive.

How to start Customer Relationship management:Before the CRM program is up and running, a CRM form should be designed with input from managers. It should be able to sufficiently measure performance, be simple enough for all employees to complete, and not take more than limit time to finish. In implementing the CRM program, top management should give the plan its blessing; employees should understand how it works, and the staff at large should be encouraged to view the program as a valuable human resources tool.

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Objectives of CRM policy

1. 2. 3. 4. 5. 6. 7. Increase motivation to perform effectively Increase staff self-esteem Better clarify and define job functions and responsibilities Develop valuable communication among appraisal participants Distribute rewards on a fair and credible basis. Clarify organizational goals so they can be more readily accepted. Improve institutional/departmental manpower planning, test validation, and development of training programs

Benefits of Customer relationship Management:Perhaps the most significant benefit of CRM is that, in the rush and bustle of daily working life, it offers a rare chance for a supervisor and subordinate to have "time out" for a one-on-one discussion of important work issues that might not otherwise be addressed. Almost universally, where CRM is conducted properly, both supervisors and subordinates have reported the experience as beneficial and positive. CRM offers a valuable opportunity to focus on work activities and goals, satisfaction of customer, to identify and correct existing problems, and to encourage better future performance. Thus the performance of the whole organization is enhanced. For many employees, an "official" interview may be the only time they get to have exclusive, uninterrupted access to their supervisor. Said one employee of a large organization after his first formal performance appraisal, "In many years of work, that's the first time anyone has ever bothered to sit down and tell me how I'm doing." By this we can motivate the employees for the better response towards consumer. The value of this intense and purposeful interaction between a supervisors and subordinate and with the customer also should not be underestimated.

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By the help of the Quality, Responsiveness, Service, Technological support etc the sales of the company is increasing continuously. Amazing 46% increased growth in sales posted for the month of June 2011 by German based luxury automaker Mercedes-Benz as it sold 565 units of its premium cars in the country. The flourished figures took the companys total sales count to 3,798 units for this year 2011. With fantastically planned one after the other product launches and amazing growth prospects, Mercedes-Benz has always captured the attention of many prospective customers by never diminishing its presence locally. Also the major point behind Mercedes excellent emergence in the country is its spreading arms all over the nation with around 60 access points from retail outlets to service stations and sales showrooms. This month in June Mercedes-Benz registered fine sales of selling more than 560 units exactly similar to sales for the month of May 2011. From the total units sales, 231 units of E-Class were sold and the segment took over the C-Class models by registering 196 unit sales. MercedesBenz SUV portfolio comprises of the ML-Class and GL CLASS MODEL and collectively 80 units of SUVs were sold in June 2011. On such a consistent sales performance, the Director- Marketing & Sales of Mercedes-Benz India Mr. Debashis Mitra stated, With a robust growth of 58% achieved in the first six months of 2011, we are well on track and are confident of ending the year on a significant high. The next six months will be even more exciting for the company as we have a mix of product launches planned for the Indian customers.

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Motivation and Satisfaction by CRM:CRM can have a profound effect on levels of employee and customer motivation and satisfaction - for better as well as for worse. CRM provides employees with recognition for their work efforts. The power of social recognition as an incentive has been long noted. In fact, there is evidence that human beings will even prefer negative recognition in preference to no recognition at all. If nothing else, the existence of a CRM program indicates to an employee that the organization is genuinely interested in their individual performance and development. This alone can have a positive influence on the individual's sense of worth, commitment and belonging. The strength and prevalence of this natural human desire for individual recognition should not be overlooked. Absenteeism and turnover rates in some organizations might be greatly reduced if more attention were paid to it. Regular CRM, at least, is a good start.

Training and Development :CRM offers an excellent opportunity - perhaps the best that will ever occur - for a supervisor and subordinate to recognize and agree upon individual training and development needs according to the customer. During the discussion of an employee's work performance, the presence or absence of work skills can become very obvious - even to those who habitually reject the idea of training for them. CRM can make the need for training more pressing and relevant by linking it clearly to performance outcomes and future career aspirations. From the point of view of the organization as a whole, consolidated appraisal data can form a picture of the overall demand for training. This data may be analyzed by variables such as sex, department, etc. In this respect, CRM can provide a regular and efficient training needs audit for the entire organization.

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RESPONSE OF CUSTOMER

ANALYSIS AND INTERPRETATION OF DATA

Tabulated form of questionnaire

The following is an overview of questionnaire collected from the respondents and views given on different questions.

Question no. 1 2 3 4 5 6 7 8 9 10 11 12

Good 26 25 23 20 20 23 27 22 21 22 22 19

Excellent 11 5 7 9 14 8 4 7 7 13 6 7

Satisfactory Poor 9 17 15 13 10 16 10 16 18 9 14 17 4 3 5 8 6 3 9 5 4 6 8 7

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13 14

23 31

3 8

18 8

6 3

35 30 25
Good QUESTION NO

20
Excellent

15
Satisfactory

10 5 0
Poor

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Organizational vision and mission are accomplished by linking individual performance to company objectives is .

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 26 11 9 4 50

PERCENT 52 22 18 8 100

Satisfactory 18%

Poor 8%
Good Excellent Satisfactory

Good 52% Excellent 22%

Poor

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RESPONSIVENESS: How do you rate our responsiveness in dealing with you?

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 25 5 17 3 50

PERCENT 50 10 34 6 100

Satisfactory 34%

Poor 6%

Good

Excellent

Good 50% Excellent 10%

Satisfactory Poor

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PROFESSIONALISM: How do you rate our professionalism in dealing with you?

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 23 7 15 5 50

PERCENT 46 14 30 10 100

Poor 10%

Good
Satisfactory 27% Good 48%

Excellent Satisfactory Poor

Excellent 15%

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TECHNICAL SUPPORT: If you received any technical support, how do you rate the technical competence of our engineers and their response time

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 20 9 13 8 50

PERCENT 40 18 26 16 100

Poor 16%
Good 40%

Good Excellent Satisfactory Poor

Satisfactory 26%

Excellent 18%

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PRODUCT QUALITY: How do you rate our products and services and did they meet your needs and expectations regarding quality and performance..

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 20 14 10 6 50

PERCENT 40 28 20 12 100

Poor 12%
Good

Satisfactory 20%

Good 40%

Excellent Satisfactory Poor

Excellent 28%

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DELIVERY: How do you rate our delivery on time performance and our commitment to meet your delivery expectations

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 23 8 16 3 50

PERCENT 46 16 32 6 100

Poor 6%

Good Excellent Satisfactory Poor

Satisfactory 32%

Good 46%

Excellent 16%

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COMPETITIVENESS: How do you rate the competitiveness of our products and do they represent best value for total cost of lifetime ownership?

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 27 4 10 9 50

PERCENT 54 8 20 18 100

Poor 18% 0% Satisfactory 20% Good 54%

Good Excellent Satisfactory Poor

Excellent 8%

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QUALITY: How do you rate our approach to quality management to ensure complete customer satisfaction?

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 22 7 16 5 50

PERCENT 44 14 32 10 100

Poor 10%
Good

Satisfactory 32%

Good 44%

Excellent Satisfactory

Excellent 14%

Poor

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Our responsiveness for the solution of your problems is .

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 21 7 18 4 50

PERCENT 42 14 36 8 100

Poor 8%
Good

Satisfactory 36%

Good 42%

Excellent Satisfactory

Excellent 14%

Poor

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The training and development program made in our organization are satisfactory and aligned with skill development for better CRM.

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 22 13 9 6 50

PERCENT 44 26 18 12 100

Poor 12% Satisfactory 18% Good 44%

Good Excellent Satisfactory

Excellent 26%

Poor

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The quality of program offered by the company like R.S.A. Star Care Star Ease etc

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 22 6 14 8 50

PERCENT 44 12 28 16 100

Poor 16% Satisfactory 28% Good 44%

Good excellent Satisfactory

excellent 12%

Poor

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In the next 3-5 years what do you expect our relationship to the change with customer? Our relation with customer is

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 19 7 17 7 50

PERCENT 38 14 34 14 100

Poor 14% Satisfactory 34%

Good 38%

Good Excellent Satisfactory

Excellent 14%

Poor

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The system of rewards in this organization is fair and equitable for the better work in the organization is

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 23 3 18 6 50

PERCENT 46 6 36 12 100

Poor 12% Satisfactory 36% Good 46%

Good Excellent Satisfactory

Excellent 6%

Poor

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Company has been given enough opportunities so far to develop the employees capabilities for the solution of problems is.

VIEWS GOOD EXCELLENT SATISFACTORY POOR TOTAL

NO. OF PEOPLE 31 8 8 3 50

PERCENT 62 16 16 6 100

Satisfactory 16%

Poor 6%

Good Excellent

Excellent 16%

Good 62%

Satisfactory Poor

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Questionnaires for the customer:We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible. Please tick the appropriate box to indicate your degree of satisfaction. Where: 4 = Excellent, 3 = Good, 2 = Satisfactory, 1 = Poor RESPONSIVENESS: How do you rate our responsiveness in dealing with you? Rating:-

PROFESSIONALISM: How do you rate our professionalism in dealing with you? Rating:TECHNICAL SUPPORT: If you received any technical support, how do you rate the technical competence of our engineers and their response time? Rating:PRODUCT QUALITY: How do you rate our products and services and did they meet your needs and expectations regarding quality and performance? Rating:-

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DELIVERY: How do you rate our delivery on time performance and our commitment to meet your delivery expectations? Rating:COMPETITIVENESS: How do you rate the competitiveness of our products and do they represent best value for total cost of lifetime ownership? Rating:QUALITY: How do you rate our approach to quality management to ensure complete customer satisfaction? Rating:OVERALL: How do you rate Captec? Rating:-

Organizational vision and mission are accomplished by linking individual performance to company objectives Rating:Our responsiveness towards the solution of your problems is Rating:-

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The training and development program made in our organization are satisfactory and aligned with skill development for better CRM. Rating:The quality of program offered by the company like R.S.A. Star Care Star Ease etc. is Rating:In the next 3-5 years what do you expect our relationship to the change with customer? Our relation with customer is Rating:The system of rewards in this organization is fair and equitable for the better work in the organization is Rating:Company has been given enough opportunities so far to develop the employees capabilities for the solution of problems is Rating:-

Customer Signature

Date

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FINDING OF REPORT
From the above report we find that the CRM of Mercedes is much better than the other automobiles company. The facilities provided by the Mercedes program like R-S-A program, Star Care program and Star Ease program shows that its different from other companies. These programs provides many extra facilities like in R-S-A program when your vehicle has any problem in the road and there is no mechanic for solving the problem than you can call on the Mercedes customer care no. if you are in the range of the service station than we send the mechanic for solving the problem. In Star Care program we care your vehicle after the finishing of warranty period without any extra cost. By the analysis of Mercedes growth the Amazing 46% increased growth in sales posted for the month of June 2011 by German based luxury automaker Mercedes-Benz as it sold 565 units of its premium cars in the country. The flourished figures took the companys total sales count to 3,798 units for this year 2011.

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SUGGESTION
Here we are going to suggest the certain points by which we can analyze that how would we improve the customer relationship:1:-Study of current Customer Relationship Management in the organization:This involves studying the organization structure and the various processes being followed in the organization. Rules and regulation of existing Performance Management System. 2:- Employees survey:This includes finding out the perception of the consumer toward the prevailing Customer relationship management system. Employees survey also consider that the behavior of the employees towards the customer and their response to the job. 3:- Analysis and findings:This includes analysis of consumer response after the solution of his problem and giving the suggestions to the organization what is good in your organization and what will you be improve for the better customer service.

4:- Benefits:This project would help to understand, analyze and to find out what are the ways by which the employees can perform better and get better relation with the consumer. This would not only help the

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employees but also help the organization perform better and smooth and achieve the satisfaction level of the consumer.

Employee Viewpoint
From the employee viewpoint, the purpose of performance appraisal is Four-fold: (1) Tell me what you want me to do? (2)Tell me how well I done it in a better way if u you have any suggestion. (3) Help me improve my performance according to your demand. (4) Reward me for doing well. In Mercedes (T&T Motors) they focused on the customers response over there problem. The main focus of any manager or the employee of the any company is how he/she works for the better result or better relation with the customer. In this company they organize many events and start many programs for the better result. They teach me what is the market, what are the customers demands and how would you solve your internal weakness and after that they will become your strength. Overall we find that Mercedes provide the better service than the other automobile companies.

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CONCLUSION

CRM is like a stage or platform for employees where they can perform their activities or given tasks and shows their skills and talent for which they can be later rewarded. It is a long-term process in upbringing of employees; the hard work of employees is noticed and is motivated to achieve the organizational goals. Performance of employees needs to be appraised so that they are not de motivated or discouraged. They should be rewarded according to his better performance. CRM is very essential and is required at all levels, without this the organization cannot work. I would like to give an example; there was a very hardworking and regular employee. He did not interact much with his colleagues, was quiet and reserved type of a person. His performance was never noticed and could never come in the limelight; he was never uplifted for what he did and was never motivated. One day he thought that even after working so hard he is not getting anything then why to work hard. His performance started falling and due to this the production started getting affected. Because of this a meeting was held where all the executives met and found out the reason of such happening, they decided to change the policies. The main lacking was that the performance needs to be appraised which they never used to do. Hence, the employees need to be praised so that they get motivated which builds in their confidence and work harder.

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CRM in Mercedes is good but can be enhanced keeping in mind the employees perspective. Performance Appraisal is transparent because the employees get to know what the marks of their colleagues are. Mercedes believes in the Power of People and it is the professional philosophy of the management to create an enabling organizational culture for people to demonstrate their creativity, initiative and believe in holistic development and celebration of achievements. Even the research shows that it is the peoples behavior and commitment that create excellence and drive business results. Although Mercedes has formulated many CRM policies for employees development and growth, customer satisfaction it was felt that there is still space for enhancing employees motivation and morale on continuous basis.

OBJECTIVE

Create role models and goals at all the levels To recognize and reward employees behavior and his performance To promote exhibition of human values and companys core values

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BIBLIOGRAPHY
Material provided by the company. Manual of Mercedes. Brochures of Mercedes www.mercedes-benz.com