Customer Satisfaction of Hero Motocorp

go bad 1 TOPICS * INDUSTRY OF AUTOMOBILE * story OF BIKE - THE AUTOMOBILE INDUSTRY THE AUTOMOBILE INDUSTRY INDUSTRY write INTRODUCTION patience Profile The marketplace of two revolvewrights is in truth wide and because of technology, sensitive harvest-feasts ( both- roll uper) with new run arounds ar introduced day by day. The level of competition is overly very exalted in two wheeler market. So, because of this competition the companies stool to invest much more in inquiry area for survival and success. The dodge of the show upset two-wheeler is a much-discussable issue. WHO invented the archetypical embrace roll? this seems wish a simple question, but the answer is build of complicated. Two-wheelers originated from the safe rack that is the bicycles with figurehead and rear wheels of the same size with a pedal crank tool to drive the rear wheel. Those bicycles, in daily round origin from high-wheel bicycles. The high-wheelers origin from an early( a) type of pushbike, without pedals, propel lead by the riders feet displace once mo sojourn the ground. These appeared around 1800, used iron-banded wagon wheels, and were called bone-crushers, both for their jarring ride, and their tendency to toss their riders The First MotorcycleWe are press release to begin by ol positionioning at the firstborn bikes. They didnt work very well and they were non very unbendable but moved with being drawn by a knight or being pedalled. When you look at a bike today, control you ever vox populi what the old bikes were exchangeable? Were they easy to ride? How fast did they go? Were they comfortable? To answer all these questions, we fetch got to go kinda a long way back say approximately 100 grades. The world was very disparate in those days and on that point must assume been a feeling of coarse excitement.There was a nifty interest in science and locomotiveering and al closely both week, some fantastic new creation appeare d. First there were gaslights and then electricity and new cures for some(prenominal) a(prenominal) an(prenominal) kinds of illnesses were ever being announced this was full point when batch stgraphicsed thinking slightly how to travel quickly and safely. Before cars and bikes, the quickest mode of travelling was travel trains. And if there was a near to where you wanted to go then the next best thing was a stagecoach or paddle streamer. noneone, except the very blue, could get from their feature house to where they were issue very quickly.Then in 1885, a German called Gottlieb Daimler made a small engine, which ran on a kind of gas pedal. It wasnt a very good engine but it just worked. Daimler moderateted the engine to a cycle type frame, which exactly had one wheel at the front and two wheels at the rear. In the by-line family, an new(prenominal) German, Wilhelm Maybach rode the Daimler bike for a few meters- something which everyone thought was very brave. At last , a way of pitiable commonwealth directly from one place to a nonher had been invented. no everybody thought that this was a good idea.In England there was a law, which said that no vehicle powered by an engine could go faster than 4mph which is almost as fast a s you walk. Many of the people were afraid and urged that the bike should be banned. plainly in 1896 an act was passed that bikes can travel 12mph speed-, which is considered to be a fantastic speed. At the same time, a French engineer called De Dion made the first real good engine for motorcycle and soon everyone was having a try at making complete machine. And this was the turning point where bike started getting its actual look more ideas poured in and were given shapes besides.The Cardiovascular SystemThe British Bikes Today we wont see many British bikes on the road but nearly of the older bikes were make in Great Britain, which had its fig and fame. Now we see very few of British Bikes. What went wrong? In 1900, bikes were not very good. They were clogy to start, they had poor brakes and did not have much power but everyone thought they were marvellous. For the first time, person could have his own person way of getting about. He had personal transport, which he could use the number he wanted to. Above all else, these first motorcyclists felt the sense of freedom, which a bike gave them.The motorcycle manufacturers felt the same excitement. New frames appeared almost every day. Some were excellent and others silly but all(prenominal) factory learnt from others and bikes got get out and better in just a few years. Then the First humans War came in 1914, and the whole world changed. Bikes made in this first achievement, from 1885 until the end of 1914 are called veterans and the riders who are reliving how the first motorcyclists rode are still using many today. When the war came, the bikes went with the army. The fastest way to ladder an urgent message was to send through a good rider on a bike.Here again a bike had a turning point and during this period bikes got opportunity to claim its s aspire in the market. It was considered to be best mode of travelling from remote area to urban and from plains to rough terrain. Where a horse rider could not think of moving, their bikes were able to do so. Moreover, a horse rider and horse would take rest afterward certain interval of travelling, the bikes did not require since it was machine. The History of the travel actually began about 4,000 years ago when the first wheel was used for transportation in India.Several Italians recorded designs for wind-driven vehicles. The first was Guido da Vigevano in 1335. It was a windmill-type drive to gears and thus to wheels. Vaturio de sign(a) a similar vehicle that was alike never built. Later Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and a several(predicate)ial machine between the rear wheels. In the early 15th century, the Portugu ese arrived in China and the interaction of two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power.By the 1600s, small steamer-powered engine lays were developed, but it was another century in the first place a full-sized engine-powered vehicle was created. A Catholic priest named Father Ferdinan Verbiest is credited to have built a steam-powered vehicle for the Chinese Emperor Chien Lung in about 1678. There is no information about the vehicle, only the nonethelesst. Since James payable west didnt invent the steam engine until 1705, we can guess that this was possibly a model vehicle powered by a mechanism like poor boys steam engine-a-spinning wheel with jets on the periphery.Although by the mid-15th century the idea of a self-propelled vehicle had been put into practice with the development of experimental vehicles powered by mingys of springs, clockworks, and the wind, Nicolas-Joseph Cugnot of France is consid ered to have built the first true auto active in 1769. intentional by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power for which there is a record. Cugnots three-wheeled steam-powered vehicle carried four persons and was meant to move artillery pieces.It had a outdo speed of a little more than 3. 2 km/h (2 mph) and had to s crest every 20 minutes to build up a fresh steam. Evans was the first American who obtained a patent for a self-propelled carriage. He, in fact, attempted to create a two-in-one combination of a steam wagon and a flat-bottomed boat, which didnt see any charge in those days. During the 1830s, the steam vehicle had made great advances. But stiff competition from railway companies and crude legislations in Britain forced the poor steam vehicle gradually out of use on roads.Carl Benz and Gottlieb Daimler, both Germans, share the credit of changing the transport habits of the world, for their efforts placed the founda tion of the great motor application, as we know it today. First, Carl Benz invented the petrol engine in 1885 and a year later Daimler made a car driven by motor of his own design and the rest is history. Daimlers engine proved to be a great success mainly because of its less weight that could deliver 1000rpm and needed only very small and light vehicles to carry them.France too had join the travel scenario by 1890 when two Frenchmen Panhard and Levassor began producing vehicles powered by Daimler engine, and Daimler himself, possessed by the automobile spirit, went on adding new features to his engine. He built the first V-Twin engine with a glowing platinum tube to explode the cylinder gas-the very earliest form of sparking plug. Charles Duryea built a motor carriage in America with petrol engine in 1892, followed by El woodwind Haynes in 1894, thus paving the way for motorcars in that country.For many years after the introduction of automobiles, three kinds of power sources we re in common use steam engines, accelerator or petrol engines, and electric motors. In 1900, over 2,300 automobiles were registered in New York, Boston, Massachusetts, and Chicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 were gasoline cars. In ten years from the invention of the petrol engine, the motorcar had evolved itself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing companies in the United States, a number that rose to 241 by 1908.In that year, Henry Ford revolutionized the manufacture of automobiles with his assembly-line trend of production and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. Herbert Austin and William Morris, two different carmakers, introduced mussiness production methods of assembly in the UK, thus paving the way for a revolution in the automobile fabrication. Austin Seven was the worlds first practical four-seater baby car which brought the pleasures of motoring to many thousands of people who could not buy a larger, more expensive car.Even the bull-nose Morris with front mounted engine became the well-loved model and one of the most popular cars in the 1920s. Automobile manufacturers in the 1930s and 1940s refined and ameliorate on the principles of Ford and other pioneers. Cars were generally large, and many were still extremely expensive and luxurious many of the most collectible cars date from this time. The increased affluence of the United States after macrocosm War II led to the development of large, petrol-consuming vehicles, composition most companies in Europe made smaller, more fuel-efficient cars.Edward Butler, an Englishman, built the first motor tricycle in 1884. The first gasoline-engine motorcycle to appear publicly was built by Gottlieb Daimler, of rubber Cannstatt, Germany, in 1885. Gottlieb Daimler, who later teamed up with Karl Benz to form the Daimler-Benz Corporation is credited with building the first motorcycle in 1885, one wheel in the front and one in the back, although it had a smaller spring-loaded outrigger wheel on severally side. It was constructed more often than not of wood, the wheels were of the iron-banded wooden-spokes wagon-type, and it definitely had a bone-crusher chassisThis two-wheeler was powered by a private-cylinder Otto-cycle engine, and whitethorn have had a spray-type carburetor. One of this type of machine was demonstrated at fairs and circuses in the eastern US in 1867. The first practical engines and motorcycles were designed by the French and Belgians, followed by British, German, Italian, and American makers. The popularity of the vehicle increased, in particular after 1910. During World War FIRST the motorcycle was used by all classes of the armed forces in Europe, principally for dispatching. After the war it enjoyed a sport craze until the Great Depression began in 1929.After World War II motorcycles are being used for high-speed touring and sport competitions. During the 1950s with the help of horse opera Europe and parts of the United States, the development of a new type of vehicle that is light burthen motorcycle is become possible, later on it is know as moped. The first moped Originating in Germany as a 50-cubic-centimetre machine with simple controls and low initial cost, it was largely free of licensing and insurance regulations except in Great Britain. The more sophisticated motor scooter originated in Italy after World War II, led by manufacture of a 125-cubic-centimetre model.Even with strong competition from West Germany, France, Austria, and Britain, the Italian scooters maintained the leading status in the diminishing market India is the second largest manufacturer and manufacturer of two-wheelers in the world. It stands next only to lacquer and China in terms of the number of two-wheelers produced and domestic sales respectively. This distinction was achieved due to variety of reasons like restrictiv e insurance followed by the Government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc.The Indian two-wheeler industry made a small beginning in the early 50s when Automobile intersections of India started manufacturing scooters in the country. In 1948, Bajaj Auto began trading in imported Vespa scooters and three-wheelers. Finally, in 1960, it set up a shop to manufacture them in technical collaboration with Piaggio of Italy. The arranging discontinue in 1971. In the initial stages, the scooter segment was dominated by Automobile Products of India (API), it was later overinterpreted by Bajaj Auto.Although various government and private enterprises entered the fray for scooters, the only new player that has lasted till today is LML. to a lower place the regulated regime, foreign companies were not drop outed to operate in India. It was a complete seller market with the waiting period for gett ing a scooter from Bajaj Auto being as high as 12 years. Because of government regulation, foreign companies were not allowed to operate in Indian market. It was a complete seller market with the waiting period for getting a scooter from Bajaj Auto being as high as 12 years.The first Nipponese motorcycles were introduced in the early eighties. TVS Suzuki and hired gun MOTOCORP brought in the first two-stroke and four-stroke engine motorcycles respectively. The industry had a smooth ride in the 50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden harvest-tide in the 80s. The two-wheeler market was opened to foreign competition in the mid-80s. And then the market leaders Escorts and Enfield were caught unaware by the attack of the 100cc bikes of the four Indo-Japanese joint ventures.With the new feature of fuel efficient low power bikes, demand swelled, resulting in admirer MOTOCORP then the only produ cer of four stroke bikes (100cc household), gaining a top slot. The entry of Kinetic Honda in mid-eighties with a barometric scooter helped in providing ease of use to the scooter owners. This helped in inducing youngsters and working(a) women, towards buying scooters, who were preferably inclined towards moped purchases In 1990, the entire automobile industry saw a drastic make pass in demand. This resulted in a scorn of 15% in 1991 and 8% in 1992, resulting in a production loss of 0. mn vehicles. Excluding triggerman MOTOCORP, all the major producers suffered from recession. wedge heel MOTOCORP showed a marginal decline in 1992. The reasons for recession in the sector were the constant rise in fuel costs, high input signal costs and reduced purchasing power due to evidentiary rise in general price level and credit crisis in consumer financing. Factors like increased production in 1992, due to new entrants joined with the recession in the industry resulted in companies e ither reporting losses or a guide in profits. Competitors of Two-Wheelers industriesHonda Bajaj pigboat MOTOCORP Kandaa Kinetic LML Royal Enfield Suzuki TVS Yamaha Activa Wave Dtsi pleasance Thunder 100 Kineticx Crd 100 Sd Std heating plant Scooty Pep Crux S Dio CT 100 CD deluxe 4s Freedom Topper Machismo genus Zeus Star std Libero G5 Eterno Platina immenseness plus pro Nova Freedom prima Electra Access Star city gladiator Shine Discover Splendor NXG Striker Beamer Thunderbold Sling shot Victor Edge Ray Unicorn Pulsar exasperation pro Xpro Blaze 500 Ex GS 150 Victor Glx 125 R15 Stunner Avenger first-rate splendor Apache FZ Twister Achiever Wego FazerDream Yuga Karizma ZMR RX 125 CBR CBZ YBR Extreme Hunk Impulse ignitor Maestro TWO WHEELERS PRODUCTION TREND Category 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 937506 848434 935279 987498 1020013 Motorcycles 2906323 3876175 4355168 51938 94 6201214 Mopeds 427498 351612 332294 348437 379574 Grand tot 4271327 5076221 5622741 6529829 7600801 TWO WHEELERS DOMESTIC sales TREND Category 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 908268 825648 886295 922428 908159Motorcycles 2887194 3647493 4170445 4964753 5815417 Mopeds 408263 338985 307509 322584 332741 Grand Total 4203725 4812126 5364249 6209765 7056317 TWO WHEELERS EXPORTS TREND Category 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 28332 32566 53687 60699 83873 Motorcycles 56880 123725 187287 277123 386202 Mopeds 18971 23391 24078 28585 43181 Grand Total 104183 179682 265052 366407 513256 arising www. autoindia. com/twowheeler 1. 1. 1 Growth of the Industry Today the growth rate of motorcycle industry is very high as compared to few years back. Two wheeler segment as a whole during the year 2004-05 grew by over 15%.This growth has been due to the Governments initiative on unsophisticated roads and better connectivity with major towns and cities, improve d agricultural process, upward trend of purchasing power in the hands of rural people. The northward trend of growth among two-wheelers is set to continue in the years ahead. Motorcycles Sales (Nos. ) 2007-08 2008-09 2009-10 2010-11 2011-12 2906323 3876175 4355168 5193894 6201214 Motorcycles account for more or less 80% of the total two wheeler sales in the country. This trend is set to continue as more and more models of two wheelers enter the market. The figures above show the sales of motor cycles over the years. HISTORY OF BIKE Throughout the centuries man has striven to expand his capabilities through the use of machines. His ever inventive mind has perpetually devised ways to use tools to increase his abilities to explore the world around him, to go faster, deeper, higher and further than before. conjugated with his need to find new thrills, new adventures and new modes of transportation, the invention and refinement of the motorcycle seems an inevitable outcome. For me, the early years of the development of the motorcycle are especially fascinating as they hold of some of mans most bizarre experimental machinery.Before we get started on the history of the motorcycle itself, I feel a little polish up of its predecessor, namely the bicycle, is in order, an invention without which the motor bicycle, as they were first called, may well have never come about. It would seem that Michelangelo conceived of the bicycle as early as the 14th century and his displace shows a remarkable resemblance to the modern day bike. It had wheels of similar size and even pedals and a welt chain, albeit without any apparent means of steering. The first attempt at actually producing any take of 2 wheeled conveyance fell on the shoulders of one Comte de Sivrac in the late 1791, though stout a bicycle as we understand the meaning today. It was crude affair made entirely of wood with no pedals, brakes or even steering.This early machine was referred to as a spare-time activityhorse and was considered goose egg more than a curiosity or rich mans folly, an attitude that remained for a number of years, until the late 1800s. A person simply sat upon it and pushed it along with their feet in a sort of gliding walk. Then in 1869 some inventive person named William van Anden in New York added pedals directly to the front wheel, now at last we approach what can be called by modern terms, a bicycle. It also had free-wheeling pedals that allowed the wheel to turn while the pedals remained stationary and had a friction brake on the rear wheel operated by convolution one of the hand grips. Oddly enough these innovations did not appear on many other machines for kinda some time. quickly became apparent however that the only way to increase speed or aloofness traveled per rotation of the pedals was to increase the size of the front wheel, leading to what became known as the High Wheeler. unfortunately because of the high center of gravity and forward pos ition of the rider, not only was some skill need to mount and dismount this contraption, but should the front wheel suddenly stop, the rider was thrown forward on his head, thus giving rise to the term Taking a Header. To overcome this difficulty, the small wheel was moved to the front giving rise to the High Wheeled Safety bicycle. Because of the difficulty in move a high wheeler with the style of skirts worn by women at the turn of the century they were mostly confined to three wheelers specifically designed with them in mind.Now that weve looked at the precursor to the motorcycle lets turn our attention to the first motor bicycles. Curiously enough the first attempts to motorize a two wheeled vehicle were made before the high wheeler had been replaced by the modern safety bicycle, thus explaining why the first motor bicycles had a much larger front wheel, with one exception. In 1818 an attempt was made to fit a steam engine to a Drasiane hobbyhorse (see above) which had two si milar sized wheels. This however, did not play along in capturing a market, as can well be imagined when looking at the picture below of the Vocipedraisiavaporianna, and I therefore only mention it in passingThis curious contraction was supposedly built in 1818 and is shown in this French print under testing in the Luxembourg Gardens in Paris on April 5 of that year, thou actually invented in Germany. This print is from the order of battle of the Science Museum in London. It was a Drasine hobby horse being powered by a steam turbine engine in both front and rear wheels. It would appear to be somewhat top heavy, and never made it into production, which is probably just as well American, Sylvester Howard Roper (1823-1896) invented a two-cylinder, steam-engine motorcycle (powered by coal) in 1867. This can be considered the first motorcycle, if you allow your description of a motorcycle to include a steam engine. Howard Roper also invented a steam engine car.Gottlieb Daimler First Gas locomotive engine Motorcycle German, Gottlieb Daimler invented the first gas-engine motorcycle in 1885, which was an engine connect to a wooden bike. That marked the moment in history when the dual development of a practicable gas-powered engine and the modern bicycle collided. Gottlieb Daimler used a new engine invented by engineer, Nicolas Otto. Otto invented the first Four-Stroke Internal-Combustion Engine in 1876. He called it the Otto Cycle Engine As soon as he completed his engine, Daimler (a causality Otto employee) built it into a motorcycle. 1877 Daimler-Maybach, France This is reputed to be the first version of Mr. G. Daimler motor bicycle.This again is from a French state of affairs and the best translation I could come up with for the caption is quoted below. IT had a limited autonomy, but accomplishes at least traverses it Paris to German Saint (15 Km) to the speed of 15km/h. The tricycles to vapor of Meek in 1877, 1881 The Parkyns-Bateman Steam Tricycle. Engl and 1885 The Daimler, Europe 1892 The five cylinder Millet, France 1894 Hilder place and Wolfmuller, France 1898 Orient-Aster, USA 1903FN (Fabrique Nationale) 188 cc, 2 hp engine Harley Davidson Model 7, 1911 Harley Davidson Model 11J w sidecar, 1915 Indian wag racer, 1920 PART 2 TOPICS ABOUT COMPANY star MOTOCORP - CORPORATION PROFILE sub MOTOCORP two wheelers have been on Indian roads since 1984 when ace Cycles Ltd. tied up with Honda Motor keep caller to start a joint venture. Today, crampfish MOTOCORP is taken to be the worlds largest two-wheeler manufacturer. The belligerent MOTOCORP story began with a simple vision the vision of a mobile and an empowered India, powered by HERO MOTOCORP. This vision was driven by HERO MOTOCORPs lading to client, quality and excellence, and while doing so, maintains the highest standards of ethics and societal responsibilities. Twenty five years and 25 million two wheelers later, HERO MOTOCORP is closer to fulfilling this dream. This vision is the driving force behind everything that we do at HERO MOTOCORP.We soundless that the fastest way to turn that dream into a reality is by remaining focused on that vision. Over the course of two and a half decades, and three successive joint venture agreements later, both partners have fine-tuned and perfected their roles as joint venture partners. What the two partners did was something quite basic. They simply stuck to their respective strengths. As one of the worlds technology leaders in the automotive sector, Honda has been able to consistently provide technical know-how, design specifications and R&D innovations. This has lead to the development of world class, value for money motorcycles and scooters for the Indian market. numbfish Group has taken on the singular and onerous responsibility of creating frontmost manufacturing facilities with robust operatees, building the supply chain, setting up an extensive distribution networks and providing insights into the mi nd of the Indian guest. Since both partners continue to focus on their respective strengths, they have been able to complement each other. In the process, HERO MOTOCORP is bonkd today as one of the most successful joint ventures in the world. It is therefore no surprise that there are more HERO MOTOCORP bikes on this countrys roads than the total population of some European countries put together The societys meteoric growth in the two-wheeler market in India stems from an intrinsic ability to reach out and come closer to its customers, with every passing year.HERO MOTOCORPs bikes are sold and expediencyd through a network of over 3500 customer touch points, comprising a mix of dealers, service centers and stockiest located across rural and urban India. HERO MOTOCORP has built two world-class manufacturing facilities at Dharuhera and Gurgaon in Haryana, and its third and most sophisticated plant at Haridwar has just completed a full year of operations. It is difficult to imagine that all this has happened in the span of just two and a half decades The best is yet to come. During the year in review, HERO MOTOCORP powered its way in a market that, for all practical purposes, was feeling the full effects of the stinting slowdown in India. With an economic recovery now clearly on the cards, HERO MOTOCORP is all set to ride into another summit.As Brijmohan Lall Munjal, the president, HERO MOTOCORP Motors succinctly puts it, We pioneered Indias two wheeler industry, weve steered it through difficult times now it is our responsibility to set the whole step again. - HERO MOTOCORP MOTORS LTD HERO MOTOCORP Motors Ltd. is a result of the joint venture between Indias Hero Group and Japanese Honda Motors caller-out in the year 1983. This joint venture has not only created the worlds single largest two wheeler company but also one of the most successful joint ventures worldwide. HERO MOTOCORP is globally known of being the most fuel-efficient and the largest CBZ sel ling Indian Motorcycle Company.This is a relationship so harmonious that HERO MOTOCORP has managed to achieve indigenization of over 95 percent, a Honda record worldwide. The company is committed to provide the customer with excellence. A rich background of producing high value products at reasonable prices led the worlds largest manufacturer of motorcycles to collaborate with the worlds largest bicycle manufacturer. During 80s, HERO MOTOCORP became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. They company possess three manufacturing units based at Dharuhera, Gurgaon and Haridwar are capable to produce 4. 4 million units per year.They introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. The unique features like fuel conservation, safety riding courses and mobile workshops helped the host reach in the interiors of the country. Well-entrenched in the domestic market, HERO MOTOC ORP Motors Ltd. turned its attention overseas, and exports have been steadily on the rise. The below chart shows the golden years in the history of HERO MOTOCORP - 1985 CD-100 1989 SLEEK 1991 CD-100 SS 1994 Splendor 1997 Street 1999 CBZ 2001 PASSION 2002 DAWN, AMBITION 2003 CD-DAWN, SPLENDOR +, PASSION +, KARIZMA 2005 SUPER-SPLENDOR,CD-DELUX, GLAMOUR, ACHIEVERYear takings 1984 * He Company was incorporated on 19th January, at New Delhi. The Company Manufacture motor cycles up to 100 cc capacity. The Company was promoted by Hero Cycles (P) Ltd. (HCPL). * The Company entered into a technical-cum-financial collaboration agreement with Honda Motor Co. Ltd. , Japan (HML). As per this collaboration agreement, HML was to furnish complete technical information and know-how and trade secrets and other relevant data. * HERO MOTOCORP CD-100 is the first four stroke motorcycle to be introduced in India in 100cc range. 1985 1986 * 36, 00,000 rights righteousness shares issued at par in prop. 3 10. 990 * In the domestic market the Company was reported to have a market share of 46%. 1994 * The Companys production and turnover increased to 1, 83,490 motorcycles and Rs. 483. 85 crores respectively due to growth in demand for two wheelers and declining inflation. 1995 * A new Technical Collaboration Agreement has been signed with Honda Motor Co. Ltd. , Japan for the period up to the year 2004 which includes technology related to models of higher Engine displacement. 1997 * HERO MOTOCORP Motors Ltd (HHML) has set up a new motorcycle plant in Gurgaon, near Delhi for the manufacture of the Honda A-one Cub 100 cc stepthro bike 1998 Honda Motor Company Ltd of Japan (Honda) and Kinetic Honda Motor Ltd (KHML) have signed a five-year licence and technical assistance agreement under which KHML will continue to receive the technical knowhow, critical vehicle parts and access to Hondas markets even after the sale of Honda stake in KHML to Kinetic Engineering Ltd (KEL). * The Company cha nged the paradigm in two-wheelers by dumping the most powerful and fast bike- CBZ (e) with a unique feature of Transient Power Fuel Control (TPEC) system. 1999 * Leading two-wheelers manufacturer Hero Motors has formed a joint venture with Briggs Stratton of US to develop and manufacture four-stroke engines for mopeds and scooters in India, a top company. 2000 HERO MOTOCORP Motors Ltd. and Tata Finance Ltd. have signed a national tie-up agreement. The Company is the largest manufacturer of motorcycles in the country. * He Company was ranked as the 9th Highest Value Creator among 12 industry groups within the Bombay declension Exchange top 100 companies over a five year period (1994-99). 2001 * HERO MOTOCORP Motors Ltd. has launched a new 100cc motorcycle named Passion. 2002 * Becomes the worlds largest two wheeler company by selling 1. 3 million vehicles in 2001 2003 * Launches its cheapest 100cc motorbike CD Dawn * Bikes production capacity at two of its manufacturing facilities to three lakh units Achieves milestone by producing five million bikes from its Dharuhera plant in Haryana * Launches its new 223-cc, 16. 8 BHP Karizma at Rs 79,000 * The company has bagged two Total node cheer (TCS) represents. * HERO MOTOCORP Karizma bags BBC Bike of the Yr Award 2004 * HERO MOTOCORP unveils new version of dreaming * Hero Motors introduces Sting new 4-stroke bike 2005 * Two-wheeler major HERO MOTOCORP on October 5 announced launch of its first scooter Pleasure * HERO MOTOCORP rolls out 150-cc motorcycle Achiever 2006 * HERO MOTOCORP launches CBZ variant X-treme * HERO MOTOCORP announced the launch of two new variants the new Glamour and * Passion incontrovertible limited edition. 2009 HERO MOTOCORP motors launched new bike KARIZMA ZMR. Basic shaping Chart New Organization Chart - BOARD OF DIRECTORS No. Name of the managing directors Designation 1 Mr. Brijmohan Lall Munjal president & Whole-timeconductor 2 Mr. Pawan Munjal Managing director & chief opera ting officer 3 Mr. Toshiaki Nakagawa Joint Managing coach 4 Mr. Sumihisa Fukuda Technical handler 5 Mr. Om Prakash Munjal Non-executive coach 6 Mr. Sunil Kant Munjal Non-executive coach 7 Mr. Masahiro Takedagawa Non-executive coach 8 Mr. Satoshi Matsuzawa(Alternate Director to Mr. Takashi Nagai) Non-executive Director 9 Mr.Pradeep Dinodia Non-executive autarkic Director 10 Gen. (Retd. ) V. P. Malik Non-executive self-sufficient Director 11 Mr. Analjit Singh Non-executive Independent Director 12 Dr. Pritam Singh Non-executive Independent Director 13 Ms. Shobhana Bhartia Non-executive Independent Director 14. Mr. Meleveetil Damodaran Non-executive Independent Director 15. Mr. Ravi Nath Non-executive Independent Director - PROFILE OF DIRECTORS DR. BRIJMOHANLALL MUNJAL Mr. Munjal is the founder Director and death chair of the Company and the $3. billion Hero Group. He is the former(prenominal) President of Confederation of Indian Industry (CII), Society of Indian Au tomobile Manufacturers (SIAM) and was a Member of the hop on of the Countrys Central Bank (Reserve Bank of India). In recognition of his contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the Union Government. Mr. Munjal is shortly on the board of the following customary particular(a) CompaniesDr. Brijmohan Lall Munjal is currently on the board of the following open express mail companies No. Name of Company genius of procedure 1 Hero MotoCorp. Ltd. Chairman and Whole-time Director 2 Hero FinCorp Ltd. Chairman weak metre curb Director 4 Hero InvestCorp control Director 5 Munjal Showa particular(a) Director 6 Rockman Industries Ltd. Director 7 Shivam Autotech Limited Director 8 Survam Infrastructure Ltd. Director MR. PAWAN MUNJAL Mr. Munjal is the Managing Director and CEO of the Company. He is responsible for growth and strategic planning for the entire Group. A graduate in automatic Engineering, Mr. Munjal has been instrumental in br inging about technological and managerial excellence in the Companys operations. He has been the Chairman of several(prenominal) Committees of CII.He is also on the board of Indian Institute of Management, Lucknow and Indian School of moving in. An avid golfer, Mr. Munjal is Past Chairman of the Asian PGA Tour Board of Directors and the Past President of Professional Golfers Association of India (PGAI). Under his guidance, Hero MotoCorp launched the Hero Indian Sports Academy (HISA) in collaboration with Laure us Foundation to provide equal opportunities in sports to various communities and to reward talent in the country. Mr. Munjal is currently on the board of the following Public Limited Companies No. Name of Company record of constituent 1 Hero MotoCorp Ltd. Managing Director CEO 2 Hero FinCorp Ltd. Director 3 Hero InvestCorp Limited Director Hero Realty Infra Limited Director 5 Rockman Industries Limited Director MR. SUNIL KANT MUNJAL Mr. Munjal was appointed on the Board of Directors of the Company on awful 25, 2006 as an Non Executive Director of the Company. After his graduation, he underwent training in the field of Mechanical Engineering. In the year 2011, he was appointed as the Jt. Managing Director of the Company effective August 17, 2011 for a period of 5 years. Mr. Munjal has also been the President of Confederation of Indian Industry (CII). He is also on the Board of Indian School of dividing line, Hyderabad and is the visiting faculty at various Business Schools and Corporate.His specialization is in Business Studies and Holistic Management Practices. Apart from the above he is a member of Prime Ministers Council on vocation and Industry, Consultative Group on Industry, Planning Commission, Government of India and SEBI Committee on Disclosures. He has made significant contributions to some of the National-level stinting and Labor reforms in India in the capacity of Chairman or as a member. Mr. Munjal is currently on the bo ard of the following Public Limited Companies No. Name of Company temper of Office 1 Hero MotoCorp Ltd. Jt. Managing Director 2 Hero Corporate assistants Limited Chairman 3 Hero Management Service Limited Chairman 4 Shivam Autotech Limited Chairman cursor Infra Limited Director 6 DCM Shriram fused Limited Director 7 Easy Bill Limited Director 8 Hero InvestCorp Limited Director 9 Hero Life insurance policy Co. Limited Director 10 Hero Mind mine Institute Limited Director 11 Hero Realty & Infra Limited Director 12 Rockman Industries Ltd. Director 13 Satyam Auto Components Limited Director MR. SUMAN KANT MUNJAL Mr. Munjal was appointed as an spare Director on the Board of the Company on July 29, 2010. Mr. Munjal is the Managing Director of Rockman Industries Ltd. , one of the leading suppliers of Aluminum Die Casting, Machined and Painted Assemblies to Hero MotoCorp Ltd. Mr.Munjal, a graduate in Commerce, possesses rich bring and expertise in business management and thus has been instrumental in elevating Rockman Industries Ltd. to its current status. Mr. Munjal is currently on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Rockman Industries Limited Managing Director 3 Hero Corporate Service Limited Director 4 Hero InvestCorp Limited Director 5 Hero Steels Limited Director 6 Munjal Acme Packaging Systems Limited Director 7 Survam Infrastructure Ltd. Director MR. PAUL EDGERLEY Mr. Edgerley was appointed as an excess Director on the Board of the Company on May 4, 2011 in the home of Non-Executive Director. Mr.Edgerley has been a Managing Director at Bain Capital since 1990, a private investment slopped with over $65 billion in assets under their management, where he focuses on investment in the industrial and consumer product sectors. He is currently on the board of The Boston Celtics, Keystone Automotive, Steel Dynamics, Sensate Technologies, MEI Conlux, HD Supply and Hero In vestments Pvt. Limited. Mr. Edgerley is also a member of the Dean Advisory Board at Harvard Business School, Kansas State University Foundation, The black medick Foundation, serves on the US Board of The Right to Play and New Profit, Inc. He is a certified working public accountant. He was also awarded an MBA with distinction from Harvard Business School and a BS from Kansas State University. He brings with him enriched experience in the field of finance and administration. Mr.Edgerley is currently on the Board of the following company No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director MR. PRADEEP DINODIA Mr. Dinodia was appointed as an additional Director on the Board of the Company on March 31, 2001 in the category of Non-Executive and Independent Director. Mr. Dinodia is a fellow member of The Institute of Chartered Accountants of India and a senior partner in the Delhi-based Chartered method of accounting firm M/s. S. R. Dinodia & Company. He has considerab le experience in corporate affairs and allied legal and taxation matters. Mr. Dinodia is on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Shriram Pistons & Rings Limited Chairman 3 DCM Shriram Consolidated Limited Director 4 DFM Foods Limited Director 5 Hero Corporate Services Limited Director 6 J. K. Lakshmi Cement Limited Director 7 Micrometric Grinding Technologies Limited Director 8 SPR International Auto Exports Limited Director 9 Ultima Finvest Limited Director GEN. (RETD. ) V. P. Malik Gen. Malik was appointed as an superfluous Director on the Board of the Company on May 4, 2001 in the category of Non-Executive and Independent Director. Gen. Malik retired as Chief of the Indian Army in September, 2000.During his distinguished military career, he received number of awards including the Ati Vishista Seva thread (AVSM) and the Param Vishishta Seva Medal (PVSM) the highest National award for distingui shed services. Gen. Malik is on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Limited Director DR. PRITAM SINGH Dr. Singh was appointed as an Additional Director on the Board of the Company on September 28, 2004. in the category of Non-Executive and Independent Director. He is author of seven academically reputed books and over 50 research papers. Dr. Pritam Singh is one of the pioneers of Management command in India who has devoted his life to the development of Management Education in India and abroad. Dr.Singh received the Padam Shri Award in 2003 for his contributions to this field. Dr. Singh is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Dish TV India Limited Director 2 Godrej Properties Limited Director 3 Hero MotoCorp Ltd. Director 4 Parsvnath Developers Limited Director MR. M. DAMODARAN Mr. Damodaran has been appointed as an Additional Director i. e. June 16, 2008 in the category of Non-Executive and Independent Director. Mr. Damodaran, aged 61 years was born on May 4, 1947 and belongs to the Indian administrative Service, Manipur-Tripura Cadre. He had held various coveted positions in Government / Public Sector and Regulatory Bodies.In the past he held the position of Joint Secretary (Banking Division) in the Ministry of Finance, Chairman Unit Trust of India. He headed the IDBI bank before being appointed as the Chairman of the Securities and Exchange Board of India (SEBI), the countrys security market watchdog. He was also appointed as officer on special craft with the Reserve Bank of India dealing mainly with the restructuring of three identified weak public sector banks. Mr. Damodaran is currently on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 TVS Automobile Solutions Ltd Chairman 3 Bennett, Coleman and Company Ltd. Director Hindalco Industries Limite d Director 5 ING Vyasya Bank Limited Director 6 L T Infrastructure Finance Co. Ltd. Director 7 RSB Transmissions (I) Limited Director 8 S Kumars Nationwide Limited Director 9 Sobha Developers Limited Director 10 Tech Mahindra Limited Director 11 UltraTech Cement Limited Director MR. RAVI NATH Mr. Nath has been appointed as an Additional Director w. e. f. October 14, 2009 in the category of Non-Executive and Independent Director. Mr. Nath, aged 64 years is an Advocate of Supreme approach of India. He is a Partner of one of the Indias oldest legal firms Rajinder Narain & Co. He has done his B.Com (Honours), LLB, International and Competitive Laws from Kings College, London, and PIL from Harvard. He did his apprentice from Sinclair Roche and Temperley, London. He brings with him rich and specialized experience in the field of Corporate and Commercial law, asset Finance, Aviation and Cross Border issues of nearly 40 illustrious years. He has also been recognized several times by Eur o money and others as a leading lawyer in the field of Mergers Acquisitions. He is listed in Whos Who and Legal 500. The Bar Association of India conferred its highest honour on him. Mr. Nath is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Kanoria Chemicals & Industries Ltd. Director 3 Somany Ceramics Ltd. Director 4 Voith Paper Fabrics India Ltd. Director Dr. ANAND C. BURMAN Dr. Burman has been appointed as an Additional Director w. e. f. January 13, 2010 in the category of Non-Executive and Independent Director. Dr. Burman is an eminent Industrialist with particular interests in the areas of Research and Development in the pharmaceutic Sciences as well as Biotechnology and Technology issues. Dr. Burman has Doctorate in the area of Pharmaceutical Chemistry from the University of Kansas, USA.He is currently the Chairman of Dabur India Limited. He is also a member in the Council of Governors at B irkbeck College, University of London. Dr. Burman is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Althea Lifesciences Limited Director 3 Aviva Life restitution Co. India Limited Director 4 Dabur India Limited Director 5 Dabur Pharmaceutical Limited Director 6 Ester Industries Limited Director 7 H&B Stores Limited Director 8 Hindustan Motors Limited Director - PROMINENT AWARDS TO THE COMPANYYear Awards & Recognitions 2009 ET Awards for Corporate Excellence HERO MOTOCORP is the winner of the Company of the Year award for 2008 09. 2008 NDTV Profit Business Leadership Award 2008 HERO MOTOCORP Wins the Coveted NDTV Profit Business Leadership Award 2008 TNS Voice of the guest Awards * No. 1 executive motorcycle Splendor NXG * No. 1 standard motorcycle CD Deluxe * No. premium motorcycle CBZ Xtreme 2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category * Overall Bike of t he Year CBZ X-treme * Bike of the Year CBZ X-treme (up to 150 cc category) 006 Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company). take up in its class awards for each category by TNS Total Customer Satisfaction Awards 2006 * Splendor Plus (Executive) * CD Deluxe (Entry) * Pleasure (Gearless Scooters) HERO MOTOCORP Splendor rated as Indias most preferred two-wheeler brand at the Awaaz Consumer Awards 2006. 2005 Awaaz Consumer Awards 2005 Indias most preferred two-wheeler brand by CNBC in the Automobiles category. Bike Maker of the Year Award by Overdrive Magazine. 2004 Winner of the redirect examination 200 Asias Leading Companies Award (3rd aim amongst the top 10 Indian companies. 2003 Most Respected Company in Automobile Sector by Business World. 2002 Ranked 4th in Overall dress hat Managed Company category, ranked 3rd in Best Financial Management and Best Operational Efficiency category, and ranked 6th in Overall Best Inv estor Relations category, by Asia money. 2001 Winner of the Review 200 Asias Leading Companies Award (9th Rank amongst the top 10 Indian Companies). Winner of Three Leaves Award for showing Corporate Environment right in the Automobile Sector by Centre for Science Environment. 1999 National Productivity Award for the Best Productivity Award in the category of Automobile Tractor presented by Vice President of India. 1995 The Analyst Award 1995 presented to HERO MOTOCORP Motors Ltd. on being ranked 9th amongst the most investor rewarding companies in India. 1995 National Award for dandy contribution to the Development of Indian Small Scale Industry (NSIC Award Presented by President of India). 1991 Economic Times-Harvard Business School Award for Corporate Performance to HERO MOTOCORP Motors Ltd. - PRODUCT PROFILE product Product name Showroom price HERO MOTOCORP CD-Dawn STD(97. 20 cc) Rs. 44,681 HERO MOTOCORP HF-Deluxe SPOKEHF-Deluxe mouldingHF-Deluxe SPOKE(SS)HF- Deluxe contour(SS)(97. 20 cc) Rs. 48,292Rs. 50,255Rs. 50,929Rs. 51,939 HERO MOTOCORP Splendor Plus SPOKESplendor Plus CASTSplendor Pro SPOKESplendor Pro CASTSplendor Pro SPOKE (SS)Splendor Pro CAST (SS)(97. 20 cc) Rs. 53,061Rs. 54,183Rs. 54,071Rs. 55,192Rs. 56,315Rs. 57,438 HERO MOTOCORP Splendor NXG CASTSplendor NXG SPOKE (SS)Splendor NXG CAST (SS)(100 cc) Rs. 53,321Rs. 54,669Rs. 55,791 HERO MOTOCORP Passion Pro DRK SPOKEPassion Pro DRK CASTPassion Pro SPOKE (SS)Passion Pro CAST (SS)Passion Pro record book (SS)(97. 20 cc) Rs. 55,418Rs. 56,540Rs. 57,661Rs. 58784Rs. 61,028 HERO MOTOCORP Passion X-Pro CASTPassion X-Pro SPOKEPassion X-Pro CAST S. S. Passion X-Pro SPOKE S. S. Passion X-Pro CAST DISK S. S. Rs. 58,166Rs. 57,044Rs. 60,411Rs. 9,289Rs 62,655 HERO MOTOCORP Super Splendor S. S(124. 70 cc) Rs. 61,495 HERO MOTOCORP Glamour DRUM SS NEWGlamour CAST DISK (SS)Glamour FI DISK (SS)(125 cc) Rs. 63,299Rs. 65,544Rs. 73,539 HERO MOTOCORP Achiever CAST(150 cc) Rs. 69,568 HERO MO TOCORP CBZ Extreme REAR DRUMCBZ Extreme FR& RR DISK Rs. 78,477Rs. 81,843 HERO MOTOCORP Hunk CAST FR DISK (SS)Hunk CAST FR & RR DISK (SS) Rs. 76,836Rs. 80,203 HERO MOTOCORP Karizma BLACK WHEELKarizma-ZMR (FI-NEW)(225cc) Rs. 92,205Rs. 1,14,500 HERO MOTOCORP Igniter CAST (SS)HERO MOTOCORP Igniter DISK CAST (SS) Rs. 67,423Rs. 69,568 HERO MOTOCORP- ExtremeHERO MOTOCORP-Extreme FR & RR Rs. 79,599Rs. 2,966 HERO MOTOCORP Impulse Rs. 81,538 HERO MOTOCORP Maestro Rs. 58,145 HERO MOTOCORP Pleasure-NEW(102 cc) Rs. 53,007 PART 3 TOPICS * REVIEW OF LITERATURE - REVIEW OF LITERATURE Literature review Preference or taste is a concept used in the social science in particular economics, it assumes a real or imagined choice between alternatives and the possibility of rank ordering of these alternatives based on happiness, atonement, gratification, enjoyment, utility they provide more generally. It can be seen as a source of motivation. Cognitive sciences individual preferences enable choice o f intents goals.Also more consumption of a normal goods is generally ( but not always ) assumed to be preferred to less consumption. Preference rank translation is a mathematical proficiency used by marketers to convert stated preferences in to purchase probabilities that is into an estimate of actual buying behavior. It takes wad data on consumers preferences and converts it in to actual purchase probability. One consumer would in general have different consumption behaviors or preference from another. He may spend money on computers and technical books while the other may spend on two-wheelers. Availability of this information on consumer preference will be of great value to a marketing company.A bank or a credit card company that can use this information to target different groups of consumer for improved response rate or profit. By the same to tonality information on conception preference of the residents in one specific country for improved profit. Therefore it is very all principal(prenominal)(p) to have a tool that can help depth psychology consumers behavior and forecast the changes in purchase pattern and changes in purchase trend. According to tray Norcross, London, I retrieve very strongly that consumers have a right just because it is getting harder to reach consumers doesnt mean that marketers should be more devious or more forceful in their attempts to reach us. In fact quite the opposite, many of us are happy to be contacted with relevant timely, meaningful offers.But its deviation to be on our terms, no longer victims of aggressive marketing we want to participate in the process with trusted brands and partners. Come and hang out with me here on consumer preference and learn how as a consumer. You can have more control than you thought. How you can research people in an effective and regardful way. TOPICS CONCEPT OF CUSTOMER SATISFACTION PART 4 - CONCEPT OF SATISFACTION Concept Customer gladness Satisfaction is the consumers fulfilmen t response. It is a judgement that product or service feature, or product or service itself, provides a pleasurable level of consumption-related fulfilment.Satisfaction is persons feeling of pleasure or disappointment resulting from companys product perceived performance in reaction to his/her expectation. Customer Satisfaction Satisfaction Satisfaction is a new way for customers and organization to work together to get answers, lap problems, and create new and better products services CUSTOMER SATISFACTION The usual measures of customer happiness overwhelm a survey with a set of statements using a Likert Technique or scale. The customer is exacted to approximate each statement and in term of their perception and expectation of the performance of the organization being measured. Customer satisfaction measures the gap between customer experiences and expectations.If a customers experience of a product or dealer service exceeds his/her expectations, then the exceeded amount will equal satisfaction. And conversely, if the Customers experience falls short of expectation, the short fall will be equal dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation and experience. Hence it can be seen that a two-wheeler has changed from a luxury item to a necessity. This indicates that the present market condition is very good future of the indenting seems to be highly potential, hence many new entrants are entering the industry and making the competition even more enthusiastic. In this catch report, we will find out the satisfaction level of the Hero MotoCorp Bikes owners in Surat city.The problem it is facing in the present market scenario. This project evaluates the various factors that keep the customer cheerful. It also evaluates the various factors that influence a customer to buy the bikes. time selecting a bikes, the various aspects that have to be given a thought with respect to Brand Image, Colour, Fuel efficiency, technol ogy used, etc The extent to which a product perceived performance matches a buyers expectations. If the products performance falls short of expectations, the buyer is dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or delighted. Expectations shape customer perception of product / firms performance.Customer perceptions of the firm and its offer are shaped by * Work of mouth publicity like recommendations from friends , relatives, neighbours and peer group at work place. * Personal experience on the part of the customers. * Personal needs of individual customers. * out-of-door communication like the publicity of the firm in the media and its advertisement and other corporate communications. The watch also finds the percentage of respondents who claim the dealership personnel attempted to influence their response to satisfaction surveys doubles to 12 percent when service is not up to par, when the work was not completed right the first time, or w hen the vehicle was not ready when promised. Clearly some dealer personnel are attempting to mitigate a problem they know they have. But the attempt is usually transparent, and comes off as disingenuous, said Ivers. Auto companies and dealers recognize the obvious benefits of satisfying customers. Satisfied customers often bring repeat business and tell their acquaintances about the experience. While a few dealer personnel find creative ways to garner positive feedback, even when its undeserved, the reality is customer satisfaction is driven by truly satisfying customers, not stressful to influence their satisfaction surveys. A business term is a measure of how products and services supplied by a companmeet or surpass(better than) customer exprctation.When conducting a customer satisfaction survey, what you ask the customer is fundamental. How, when and hoe often you ask these questions ars also important. However, the most important thing about conducting a customer satisfaction survey is what you do with the answer. Customer satisfaction will come acros the many situation where the organization need to evaluate customer perception of difference attributes of a product and his satisfaction there of. The customer satisfaction is very recyclable for the identifications of the customer requirements, establishment of products functional requirements , and also veryuseful for the concept of the product development. Customer satisfaction in 7 steps (4) encourage face to face dealings 2 respond to messages promptly and keep your clients informed. 3 be friendly and approachable 4 have a clerly defined customer service policy 5 attention to detail 6 anticipate your clients needs and go out of your way to help themout 7 honour your promises So, customer satisfaction of a function of perceived performance and expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation, the customer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. Tools for tracking and measuring customer satisfactionThere are four following tools for tracking and measuring customer satisfaction- * Complaint and suggestion system. * Customer satisfaction survey. * Lost customer analysis. But among them customer satisfaction survey is suitable because responsive companies measure customer satisfaction direct by conduction daily survey. CUSTOMER SERVICE This is the most important department in a courier service. Customer service department should be very well trained and they should have good product knowledge. It is imperative that they carry on each client as an important one. Problems are bound to occur due to circumstances beyond our control, but the customer service should be able to answer these clients and should not run away from the problems.At the branch level the operator or office assistant will have the dual responsibility of receiving collect ion calls as well as customer service calls. RESPONSIBILITIES OF A CUSTOMER SERVICE * Helping customers in trouble * Working for customer satisfaction * Upholding the companys image * Increasing the companys business * Supporting and carrying out the companys policy of service excellence * Being an important link between the management and the customer. FEW THOUGHTS ABOUT CUSTOMER CARE * A customer is the most important person to enter our place of business. * A customer is not dependent on us we are dependent on him. He pays our salary. A customer is a person who brings us his wants it is our job, duty and privilege to handle him with promptness courtesy and consideration. * The company that cares for the customers does not have to be anxious about its profitability and growth. * A customer is not an interruption to our work. He is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him. * Customers do not b uy a product, unless they are useful, convenient, attractive, durable and reliable. * The employee who cares for the customer does not have to be anxious or worried about his job security and incomes. STRANGER is a friend whom we have yet to meet.WHY CUSTOMERS QUIT * 1% due to death. * 3% move away * 5% form other friendships. * 9% for competitive reasons. * 14% because of product dissatisfaction. * 68% quit because of attitude of spiritlessness towards customer service. WHAT DISPLACES THE CUSTOMER * Delay in responding. * Ignoring his presence. * Over charging without prior notice or explanation. * Untidy office. * unmanned counter and telephone. * Show rules instead of being helpful. * Delaying refunds and dues. * Make him appear small, by not showing respect. PART 5 TOPICS PROBLEM IDENTIFICATION - PROBLEM IDENTIFICATION BACKGROUND OF THE STUDYAs customers satisfaction is the key element for progress companies must give more priority to ever changing needs of the customer. avou chment OF PROBLEM * A well define problem is half solution of that problem. So it represent single most important step to be Identification of problem and definition of it. And that is this task is heart of research work. * Here in the research view, problem identification means either converting management problem in to research problem or converting marketing in to research proposal. * HERO MOTOCORP wants to know the customer satisfaction level of HERO MOTOCORP bike, why the customer of HERO MOTOCORP satisfied or dissatisfied with product. * To under take customer satisfaction level of HERO MOTOCORP at DHRU AUTOMOBILEES. OBJECTIVES OF STUDY Following are the major objective the research study .OBJECTIVE OF THE STUDY The present study has been conducted in order to * Know the customer sentiency level of HERO MOTOCORP Companys product range. * To make a satisfaction analysis of people on the performance, aesthetics, features, serviceability and company image of HERO MOTOCORP Bikes they own. * To analyze the attitude and perception level of people towards the HERO MOTOCORP Bikes they own * To know the present consumer preference in the market. * To offer suggestion based on the findings. * To know the satisfaction level of customers. To find out which features attract to the customers. * To find out the factors which are important while purchasing HERO MOTOCORP products? * To track the factor affecting satisfaction level of customers and perception in view point of Customers - LIMITATION OF STUDY Following are the major limitation the research study * Scope/area of study is restricted to only Surat city. * Time duration of study is duly 6 weeks. * Study considered only few samples of customers. * The information collected by interview can be aslope to a little extent as they express them. - SIGNIFICANCE The study is useful to know the customer satisfaction of HERO MOTOCORP bike. * The study is also too useful to know different criteria which are important fo r taking the decision about changes in various systems. * The report is useful to know the