Summer Internships 2010

PGDM 2009-11

S u m m e r I n t e r n s h i p P r o j e c t Re p o r t o n

“ Tool to calculate the Technician Efficiency and

Productivity.”U n d e r t a k

e n a t

HondaGreater Noida

Prepared By:

Company Guide Faculty Guide Mr. Prabhjot Singh Mr.

Soumitro

DECLARATION

I hereby declare that the training in the After Sales Department at Honda Siel Cars India Ltd has been attended by me from 15/04/2010 to 15/06/2010 , as a part of the partial fulfilment of the two year full time POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT (PGDM) batch (2009-2011) at COLLEGE OF MANAGEMENT STUDIES, IILM GREATER NOIDA.

Under the able guidance of –

1) Mr. Prabhjot Singh - COMPANY GUIDE.2) Mr. Soumitro - FACULTY GUIDE.

The topic I have undertaken was “TOOL TO MEASURE THE EFFECIENCY AND PRODUCTIVITY OF TECHNICIANS’”.

ACKNOWLEDGEMENT

I take pleasure to thank all those who have helped & supported me for completion of this project at Honda Siel Cars India Ltd.

First of all I would like to thank Prof. Mr. Soumitro for the encouragement & guidance that he gave, under whose guidance I was able to successfully complete the project.

I would, with profound pleasure and proud privilege; I take this opportunity to express my deep sense of gratitude and indebtedness to the Honda Siel Cars India Ltd, Greater Noida for giving me opportunity to undertake this project.

I would like to express my sincere gratitude to my company guide Mr. Prabhjot Singh for giving me this opportunity to complete my internship in this esteemed organization and for their kind support.

I am thankful from my heart to the company guide, Mr. Prabhjot Singh, Service Planning, for this project, for his constant, able and friendly guidance, co-operation and suggestions in completing my project and allowing me to go through various records of the companies related to my project. In spite of his very busy schedule, he devoted a lot of time to my project. Then I express my grateful thanks to whole staff members for regularly giving me the database of dealers and helping me out to deal with the preferred customers and get feedback from them

I would like to thanks to Mother & Father who supported me Mentally, Emotionally throughout the completion of this project & without their blessings the completion of this project is difficult.

I am also thankful to the management of IILM-CMS, who has given me

an opportunity to work with such an esteemed international

organization at the start of my career.

I would also like to thanks my fellow trainees Varun and Rajat who ware my partners in the project during internship.

Last but not the least, I feel indebted to all those persons in the organisation who provided their directly or indirectly in completion of project.

EXECUTIVE SUMMARY

The objective of the project is to critically study and analyse the “ TECHNICIAN EFFECIANY AND PRODUCTIVITY ON THE WORKSHOP FLOOR”.

The ultimate aim of our project was to replace the tool of the Job Controller with the tool that we have developed in-house at Honda Siel Cars India Ltd. The differentiating factor between the existing tool available at the dealers of Honda and the tool that we have developed is that our tool is a graphical enterprise.

The new tool has got the permission of Mr. Pradeep Chakravarty – GM After Sales Honda Siel Cars India Limited. Under his auspicious regards we have gone ahead with tiny but far reaching Endeavour.

We have set about the task of going different dealers in and around NCR region. To make this project a truly a versatile one, we have decided to take it pan India.

I personally along with my colleagues, my fellow trainees Mr. Varun from IILM GSM Greater Noida and Mr. Rajat have to two different dealers one each in Noida Sector II being Ace Honda and other being Southend Honda near Badarpur Border. The Southend Honda has a rich history as it being the foremost Honda dealer in India and the first place to introduce the Quick Service, a novel Service provided at Honda dealers.

I along with my colleagues have meticulously collected the data at both the mentioned dealers and have prepared a comprehensive report for both the dealers taking alt the factors into consideration.

My mentor Mr. Prabhjot Singh, the architect of this whole project, had a meeting with General Manager of Ace Honda alias Colonel. The meeting has been a resounding success; the management of Ace Honda has agreed to replace the existing tool with our tool. To add to this the Mumbai project has also tasted the same success, where Mr. Prabhjot Singh, himself got it implemented.

The Southend report has been prepared and a meeting would be held with the Southend management as soon as possible.

CHAPTER – 1

SCOPE OF THE PROJECT

1. To replace the job controller sheet at the Honda Dealer’s with

the tool developed in-house at HSCI.

2. To measure the Efficiency and Productivity of Technicians in

the workshop.

3. Findings and Recommendations.

OBJECTIVE OF THE PROJECT

Understand the various activities that encompass the After

Sales Division in Honda.

Understand the various types of Services that a Honda car

goes through in a workshop of a dealer.

Understand the nuances of job allocation to various

technicians in the workshop.

To analyze the level of Efficiency and Productivity of

technician’s.

To provide suggestions and recommendations to the dealer

so that they can service the cars more effectively.

CHAPTER – 2

INRTODUCTION

AN OVERVIEW OF THE HONDA MOTOR COMPANY LTD

Honda is the world’s largest manufacturer of motorcycles as well as the world’s largest manufacturer of Internal Combustion Engines measured by volume, producing more than 14 million Internal Combustion Engines each year.

Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand, Acura in 1986. Since 1986, Honda has been involved with artificial intelligence (AI) / robotics research and released their ASIMO robot in 2000.

They are also ventured into aerospace with the establishment of GE Honda Aero Engines in 2004 and the Honda HA – 420 Honda Jet, scheduled to be released in 2011. Honda spends about 5% of its revenues into R&D.

The spirit of Soichiro Honda forever has been inscribed in every car and engine that Honda builds.

Once Soichiro Honda famously said, “I’VE FAILED 99% OF MY TRAILS, IN ORDER TO SUCCEED IN THE REMAINING 1%”.

HISTORY

SOICHIRO HONDA (NOV 17, 1906 – AUG 5, 1991) – AN

EXTRAORDINARY MAN

The Honda story is the story of one man, Soichiro Honda, and his unparalleled achievement of bringing motor cycles to the masses. Soichiro Honda was a racer, a businessman, and a manufacturer. But most of all he was a dreamer. He dreamed of a better way of making piston rings, founded a small company, and began production. He dreamed of giving people everywhere an economical form of transportation, and began producing small motorcycles, including one built in 1949 called the D-Type Dream.

He also loved racing too. So his company built bigger and faster machines, two, four, five and six-cylinder race bikes and won the Isle of Man.

Japanese entrepreneur Soichiro Honda had loved motor vehicles almost since birth. When he was fifteen, he became part of an auto repair shop, and the passion grew. His greatest dream was to become a world-renowned car racer, and it was an ambition which he would fulfil in time. But first, the auto lover found himself employed as a technician. During his free time, he nurtured his growing interest in motor vehicles by building race cars and tooling with his Harley motorcycle.

Honda possessed a natural talent for anything motorized, and his skills allowed him to open the doors of his very own repair shop in 1928. As his curiosity grew, he attended technical school in order to discover the perfect way to manufacture a piston ring. Honda combined his inborn knowledge with his new technical knowledge to take the first tentative steps toward entrepreneurial success. He utilized what he had learned about piston rings to form the Tokai Seiki Company.

HONDA MOTOR COMPANY LTD

In 1928, Soichiro Honda secured his first of many patents (for automobile wheel spokes). Then, as World War II ravaged Japan, Honda cornered the market on badly needed generator motors. His growing capital allowed him to break ground on the Honda Technical Research Laboratory in 1946. Just two short years later, the Honda Motor Company, Ltd. would open its doors in Hamamatsu. The motor world would never be the same. The company initially found its niche in the manufacture of motorcycles. Following the launch of the company’s first success—the “C” model motorcycle—Honda and his then-twenty employees launched themselves into motor history with the three horsepower, two-speed transmission “D” model.

The motorcycle was aptly named the “Dream D” after jubilant employees allegedly shouted “It’s like a dream!” upon its completion. And a dream it was. The “Dream D” was like a dream come true for the war-recovering Japanese society: it was inexpensive; it conserved valuable fuel; and, perhaps most importantly, it provided a temporary escape from the surrounding troubles. The overwhelming success of the “D” model and the later “E” model helped Honda build a reputation for quality and design supremacy, even when an early-1950s economic depression threatened to dim the company’s shining star.

By 1955, Honda had weathered the storm and saw his dream at least partially realized when his company became the top motorcycle manufacturer in Japan. When those top sales figures expanded to include the world in 1959, Honda began to realize the enormous potential in a global expansion of his empire. While his business associates encouraged him to open a plant in either Europe or Southern Asia, Honda saw potential in another market: the American market. Marketing experts pleaded with Honda to change his mind, citing the low sales figures for motorcycles in the United States. But Honda and his trusted advisor Fujisawa ignored the pleas, realizing that America was becoming an increasingly important presence in the global marketplace.

In 1959, newly appointed Executive Vice President and General Manager Kihachiro Kawashima officially introduced American Honda Motor Company to the American public. With a $250,000 “allowance,” the time was now or never for Honda America. Due to the disinterest of sceptical American dealers, AHMC set up shop in various hardware stores and sporting good stores.

The new enterprise faced a hard sell to dealers and the public alike: the name Japan still held negative connotations for an American society struggling with its own wartime memories; fuel efficiency was not foremost in the minds of much of the public; and the vehicles of America were expected to be faster and leaner than their Japanese counterparts. However, at the same time AHMC was experiencing the growing pains of a rookie company, Soichiro Honda was fulfilling his lifelong dream of mastery on the racing circuit.

He won the Isle of Man in the early 1960s, and continued a steadily rising string of successes on the race course. This publicity helped boost the Honda image in America, and Honda’s reputation was further boosted when it was honoured with its first manufacturer’s award in 1962. The company also

reached out to a weary public through an ambitious magazine advertising campaign that emphasized Honda’s strengths: dependability, fuel efficiency, simplicity, easy maintenance, and a unique (rebellious?) design. AHMC struck one final blow to the competition with its risky—and expensive!—advertising onslaught during the 1964 Academy Awards. But the ploy worked jumpstarting sales by millions. Despite its slow start, AHMC was dominating sales in the same manner as its Japanese counterpart by the end of its fifth year (matching the original HMC’s 65% share of the market with its own impressive 62% share).

Soon, the company would become the standard bearer in the industry, pioneering both the Motorcycle Industry Council and the Motorcycle Safety Council. It would also solidify its image with a series of philanthropic efforts. With the success of the American Honda Motor Company, Honda felt more confident than ever in his next goal: dominance in the automobile industry. He faced hurdles from the government, which delayed its approval for Honda's entrance into automobile manufacturing. Part of the reason for this hesitation was Honda’s subsidization of its US market, which led to questionable pricing practices in Japan.

In spite of the initial delays, Honda unveiled its first automobile and truck products in 192. In 1969, American Honda also introduced its first automobile import, the N600 Sedan. The story was much the same: initial scepticism (could a motorcycle man really make effective automobiles?), followed by eventual success. The enormous popularity of Honda’s “CB” model motorcycles helped convince the public that their faith in Honda was well-placed. So, when Honda embarrassed the competition with his environmental-friendly Civic automobile (in a time of growing pollution concerns) in 1972, both the American public and the American government were more than receptive.

Soon, Honda International Trading was exporting its now-successful American creations to Japan, closing the circle of success. When the top-selling Accord made its way onto American streets a few short months later, the Honda success story was finally complete: Japanese motorcycle supremacy, worldwide motorcycle supremacy, and now automobile supremacy.

His vision finally fulfilled, Honda retired in 1973, leaving Kiyoshi Kawashima to carry on his legacy. Honda would witness the birth of yet another successful corporation (Honda of America Manufacturing in Marysville, Ohio), which would revolutionize the workplace with its emphasis on teamwork and cooperativeness. Honda would also be on hand for a Team Honda first-place victory in world motocross in 1981, for the crowning of a new American Honda president (Tetsuo Chino) in 1983, for a series of honorary distinctions (including a clean sweep of the Motor Trend Import Cars of the Year selections), and for a most fitting 25th anniversary present of record-setting sales.

For all of his contributions and milestones, Soichiro Honda set another standard when he became the first Asian to be inducted into the U.S. Automotive Hall of Fame. Today, Honda’s selection of Accords, Civics, Preludes, Passports, Acura’s, and Odysseys bear the Honda seal of excellence. Millions of motorcycle and automobile lovers around the world can attest to that excellence.

HONDA’S GLOBAL VISION

Soichiro’s vision was international in character. His desire was to lead the world in technology, and make a significant contribution to the creation of a better society. As a result, most of the products that Honda developed started out by making a difference. Whether it was the CVCC (Compound Vortex Control) engine in the sixties or the solar powered car of the nineties, they all sought to challenge and overcome conventional wisdom.

HONDA’S MISSION STATEMENT

Honda’s Mission statement is a very short, simple and a pragmatic one.

WE CONVERT FUEL TO ENERGY, EFFECIENCY.

HONDA GLOBALLY

Honda has manufacturing plants all over the world. It has manufacturing units in five parts of the globe. And its products are used in every part of the world.

Globally Honda machines are known for their reliability, efficiency and world class quality.

Honda to test their world class stands have been involved in motorsports all over the world including Formula 1(they exited F1 in 2009 with the sale of Honda F1 team to Brawn GP), Isle of Mann TT, Indy car racing, Moto GP, World Super Bike and Motor Cross.

List of the manufacturing plants are as follows:

I. CHINAII. THE USAIII. PAKISTANIV. CANADAV. ENGLANDVI. JAPANVII. BELGIUMVIII. BRASILIX. NEW ZEALANDX. INDONESIAXI. INDIAXII. THAILANDXIII. TURKEY.

GLOBAL PRODUCT LINE:

Honda has a vast list of products to its credit. It manufactures from lawn movers to Jet engines.

Honda has carried on the sprit and legacy that Mr. Soichiro Honda has left behind in anything and everything they build and comes out of Honda’s factory line all over the world.

Here is a list of product line of Honda machines.

I. AUTOMOBILES.II. MOTORCYCLES.

III. SCOOTERS.IV. ALL TERRAIN VEHICLE’S (ATV’S).V. ELECTRIC.AL GENERATORS.

VI. ROBOTS.VII. MARINE EQUIPMENT.

VIII. JETS.IX. JET ENGINES.

X. LAWN AND GARDEN EQUIPMENTS.

INDIAN PRODUCT LINE:

I. AUTOMOBILES.II. MOTORCYCLES.

III. ELECTRIC GENERATORS.

Chapter – 3

BEYOND BUSINESS

HONDA’S OROGIN – THE HONDA PHILOSOPHY

The Honda philosophy forms the basis for all the company activities and sets the standard for the conduct and decision-making of all associates through the Honda Group.

The Honda philosophy, a set of values shared by all associates in the Honda Group, is composed of the company principle, management policies and the fundamental beliefs of respect for the individual and the Three Joys.

Based on these values, Honda aspires to earn the trust of society and fulfil its social responsibilities as a company.

COMPANY PRINCIPLE

Maintaining a global viewpoint, we are dedicated to supplying products of the highest quality yet at a reasonable price for worldwide customer satisfaction.

Company principle

Management

policies

Fundamental

beliefs

The center of the philosophy of the Honda group

Guidelines for associates in the performance of their daily operations

The purpose & reason for existence of the Honda group

FUNDAMENTAL BELIEFS

RESPECT FOR THE INDIVIDUAL

INITIATIVE

Initiative means not to be bound by preconceived ideas, but think creatively and act on your own initiative and judgment, while understanding that you must take responsibility for the results of those actions.

EQUALITY

Equality means to recognize and respect individual differences in one another and treat each other fairly. Our company is committed to this principle and to creating equal opportunities for each individual. An individual’s race, sex age religion, national origin, educational background, social or economical status have no bearing on the individual’s opportunities.

TRUST

The relationship among associates at Honda should be based on mutual trust. Trust is created by recognizing each other as individuals, helping out where others are deficient, accepting help where we are deficient, sharing our knowledge, and making a sincere effort to fulfil our responsibilities.

THE THREE JOYS

THE JOY OF BUYING

The joy of buying is achieved through products and services that exceed the needs and expectations of each customer.

THE JOY OF SELLING

The joy of selling occurs when those who are engaged in selling and servicing Honda products develop relations with a customer based on mutual trust. Through this relationship, Honda associates, dealers and distributors experience pride and joy in satisfying the customer and in representing Honda in the customer.

THE JOY OF CREATING

The joy of creating occurs when Honda associates and suppliers involved in the design, development, engineering and manufacturing of Honda products recognize a sense of joy in our customers and dealers. The joy of creating occurs when quality products exceed expectations and we experience pride in the job well done.

MANAGEMENT POLICIES

Proceed always with ambition and youthfulness. Respect sound theory, develop fresh ideas and make the most effective use of time. Enjoy your work, and encourage open communications. Strive constantly for a harmonious flow of work. Be ever mindful of the value of research and endeavour.

CSR INITIATIVES BASED ON THE HONDA PHILOSOPHY

Honda formulated its vision statement, “Striving to be a company society wants to exist”, based on the Honda philosophy. In order to realize this vision, we have established three directions: creating new value and commitment to the future. Creating new value means applying innovative ideas to anticipate changing needs and give shape to dreams.

Expanding values means helping people realize their dreams by contributing to local communities wherever we are active around the globe. Commitment to the future means working to improve safety for everyone while also minimizing our burden on the environment and consumption of the earth’s resources.

Honda philosophy

Expanding value

Commitment to the

future

Creating new value

Striving to be a company society wants to exist

CHAPTER – 4

HONDA SIEL CARS INDIA LTD

Honda Siel Cars India Ltd., (HSCI) was incorporated in December 1995 as a joint venture between Honda Motor Co. Ltd., Japan and Siel Limited, a Siddharth Shriram Group company, with a commitment to providing Honda’s latest passenger car models and technologies, to the Indian customers. The total investment made by the company in India till date is Rs 1620 crores in Greater Noida plant and Rs 784 crores in Tapukara plant.

HSCI’s first state-of-the-art manufacturing unit was set up at Greater Noida, U.P in 1997. The green-field project is spread across 150 acres of land (over 6,00,000 sq. m.). The annual capacity of this facility is 100,000 units. The company’s second manufacturing facility is in Tapukara, Rajasthan. This facility is spread over 600 acres and will have an initial production capacity of 60,000 units per annum, with an investment of about Rs 1,000 crore. The first phase of this facility was inaugurated in September 2008.

The company’s product range includes Honda Jazz, Honda City, Honda Civic and Honda Accord which are produced at the Greater Noida facility with an indigenization level of 77%, 76%, 74% and 28% respectively. The CR-V is imported from Japan as Completely Built Units. Honda’s models are strongly associated with advanced design and technology, apart from its established qualities of durability, reliability and fuel-efficiency.

PRODUCT LINE

HONDA JAZZ

Honda Jazz is the company’s first offering in the premium compact car segment. The Jazz is a segment-defining car that has won accolades and adoration all over the world. Widely acclaimed for its dynamic styling, spacious interiors, versatile utility and remarkable performance, the Honda Jazz brings added fun and excitement to the driving experience.

The Jazz’s dynamic performance is achieved by a newly developed four-cylinder 1.2-liter i-VTEC engine, featuring Programmed Fuel Injection that delivers maximum output of 90 PS (66 kW) @ 6,200 rpm and Torque of 110 Nm (11.2 kg-m) @ 4800 rpm while giving impressive fuel economy of 16.1 km/l, as per ARAI test data. Safety of passengers and pedestrians is a top priority for Honda and all safety equipment is standard across all variants. The Jazz practicality has been enhanced with three-mode “Magic Seat” configuration to achieve multiple seating and cargo-carrying configurations for long or tall objects in addition to the standard five-passenger mode. The Honda Jazz is available in two variants - Honda Jazz and Jazz Select edition in Manual Transmission. Additionally, both the variants are available in 2 attractive types - Mode & Active.

HONDA CITY

Honda's all-new Third Generation Honda City was launched in September 2008. It comes with a completely new design, new engine, and spacious cabin and equipped with various active and passive safety features. The company has also launched the 1.5 V MT & AT version of the City in September 2009. The new Honda City is available as SMT, VMT and VAT. Additionally, all the variants are available in 2 attractive types – Elegance and Inspire.

The all new Honda City achieved milestone sales with 50,000 units sold within one year of its launch. Since its launch in the country in 1998, Honda City has been a best seller in the premium car segment.

The all new Honda City has bagged several awards including 3 Car of the Year and the prestigious ICOTY (Indian Car of the Year) 2009. The model made a clean sweep in the viewers’ choice category winning all 3 awards announced by NDTV Car India & Bike India Awards, UTVi Auto car Awards and CNBC TV 18 Overdrive Awards. These awards truly exemplify the experts’ as well as the customers’ admiration and trust in the product.

HONDA CIVIC

The Civic is Honda’s largest selling model globally and is now sold in approximately 160 nations and regions worldwide. Honda Civic was launched in India in July 2006 which became a runaway success and was also awarded the “Indian Car of the Year” in 2007.

The new Civic was launched in September 2009 with more aggressive and sportier look. The new V grade Civic juxtaposes Honda’s advanced technology with striking design. The new Curved 5 Point Metallic Front Grille and restyled Front Sporty Bumper add to a pulsating and aggressive appeal of the car. The introduction of stylized Dark Smokey Headlights & Crystalline Octagonal Tail Lights enhances the contemporary look of the car. New Civic is available in 3 variants – SMT, VMT & VAT.

HONDA ACCORD

The Honda Accord was first introduced in India in year 2003. HSCI launched the 8th generation Honda Accord in India in May 2008. The Honda Accord is available in 2.4L and 3.5L V6 engine.

The 2.4L comes in three types in both Automatic and Manual transmission − Accord 2.4, Accord 2.4 Elegance and Accord 2.4 Inspire. The All-new Accord comes with 5-speed Manual Transmission and 5-speed Automatic transmission with Paddle shift, to give the exhilarating experience of F-1 racing. The AT now has Shift Holding System which avoids unnecessary gear shifting on winding roads and helps in hassle free drive.

The Honda Accord V6 3.5-liter comes with Electric Sunroof and additional luxury features for enhanced exterior styling. The 3.5L i-VTEC engine features an advanced Variable Cylinder Management (VCM) system that switches between six-, four-, and three-cylinder combustion depending on the driving conditions and thereby delivering maximum power of 275 PS during six cylinder operation and impressive fuel economy in VCM mode while cruising.

The new 8th generation Honda Accord has also won the UTVi Auto car Best Luxury Car award in 2009.

HONDA CR-V

The Honda CR-V is sold as a Completely Built Unit (CBU) import and is available on confirmed order basis for the customers. The Honda CR-V was first introduced in India in July 2003. It went on to become the segment leader since its launch winning several awards for itself. The all new 3rd generation CR-V was introduced in India in November 2006 which offered its customers a distinctive combination of ‘the comfort of a sedan with the thrills of a SUV’. Honda CR-V was adjudged the ‘SUV of the Year’ by NDTV Profit Car & Bike and Overdrive and also won the ‘Best Driver’s Car’ award by CNBC TV-18 Auto car Auto Awards in 2007.

Honda launched a refreshed version of the 3rd generation CR-V in November 2009.The new Honda CR-V offers its customers a distinctive combination of refined styling and high quality. The Honda CR-V is available in 2.0 L - MT 2WD and 2.4L MT /AT Real-time 4WD.

SALES NETWORK

Honda Siel Cars India has a strong sales and distribution network spread across the country. The network includes 117 facilities in 70 cities. HSCI dealerships are based on the “3S Facility” (Sales, Service, Spares) format, offering complete range of services to its customers.

CHAPTER – 5

UNIQUE FEATURES

HONDA CARE ROADSIDE ASSISTANCE

Driving is always fun with a Honda vehicle and you can look forward to years of enjoyable driving. However in the unfortunate & unforeseen event of a breakdown or road accidents what you need is immediate help. Our goal is to ensure that you get prompt assistance during such a situation, for which Honda has designed a special programme called the Honda Care Roadside Assistance.

The programme is designed to enhance your overall Honda ownership experience, by providing 24×7 Roadside Assistance emergency support. The cost for the Roadside Assistance package is as follows: 1 Yr - Rs. 1500 2 Yr - Rs. 2500 3 Yr - Rs. 3250 4 Yr - Rs. 4000

Honda Roadside Assistance is accessible to customers through a national toll-free number “1800 103 3121” providing onsite assistance services in the event vehicle is immobilized due to electrical or mechanical breakdown. Request to please save this no. in your handset for emergency.

CUSTOMER BENEFITS

Honda Roadside Assistance at home or on the road

If your vehicle is immobilized whether at home or on the road, Honda Care Roadside Assistance will attends to your vehicle. If the problem is something that can be resolved at the roadside, a mobile technician will be sent to mobilize your vehicle at the roadside.

Vehicle Recovery following mechanical or electrical breakdown

If your vehicle is unable to be mobilized following a mechanical or electrical breakdown, a recovery vehicle will be sent to recover your vehicle to the nearest Authorized Honda Dealer.

Honda Care roadside assistance in case of human errors

When your vehicle is immobilized due to any of the following human errors like:-

* Battery problems: Dead battery* Fuel problems: Out of fuel, Incorrect fuel or Contaminated fuel* Key problems: Locked keys, Lost keys or Broken vehicle keys* Tyre problems: Puncture, bolts or valve related issues

Depending on the type of problem either a mobile technician will be sent to mobilize your vehicle at the roadside or a recovery vehicle will be sent to recover your vehicle to the nearest Authorized Honda Dealer.

Taxi Benefit

If your vehicle is recovered to an Authorized Honda Dealer by Honda Care Roadside Assistance, the driver and passengers (maximum number of persons covered equals to the number of people the Honda vehicle could legally carry) will be provided with one free taxi ride, up to 50kms from the breakdown location, in order to continue your journey.

Vehicle Recovery following an Accident

If your vehicle is unable to be mobilized following a road traffic accident, Honda Care Roadside Assistance will organizes to send a recovery vehicle to recover your vehicle to the nearest Authorized Honda dealer.

Urgent Message Relay

You will be provided an urgent message relay service to help keep in contact with family, friends, and/or work colleagues in the event of a vehicle breakdown or accident.

Note: - Customers are entitled to service under this program if within a 100 Km radius of an Authorized Honda Dealer in India and as long as the vehicle has broken down on gazette, bitumen road.

AUTO TERRACE

Welcome to Auto Terrace – Honda’s one-stop facility for Exchange and Pre-Owned Car Purchase Auto Terrace helps you exchange your existing car for a Brand New Honda. Auto Terrace is also the right place if you are looking for a Quality Pre-Owned Honda.

At Honda Auto Terrace, you can:

Exchange your existing car – any make, any model – for a Brand New Honda car. Buy a Certified Pre-Owned Honda with 1 year/15,000 km warranty*.

Why Honda Auto Terrace: One-stop shop. Fair price deals. Transparent documentation. Warranty on Pre-Owned Honda cars*

CORPORATE SALES

Our corporate sales cover the following areas:

Sales to Corporate Houses -Buying in name of company or in the name of their individuals (including spouse).

Canteen Stores Department (CSD) for Indian Defence Forces.

Government Departments under Special Government Prices.

High Sea Sales. / EPCG Sales.

Special Excise Duty Exemption Sales.

CHAPTER – 6

AFTER SALES SERVICE

CUSTOMER SERVICE

Customer service is the provision of service to customers before, during and after a purchase.

According to Jamier L. Scott (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."

Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.

Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to short change them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena."[2]

Customer service is normally an integral part of a company’s customer value proposition. In their book Rules to break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write that "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence."

From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.[4] From that perspective, customer service should be included as part of an overall approach to systematic improvement.

Some have argued that the quality and level of customer service has decreased in recent years, and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. To address this argument, many organizations have employed a variety of methods to improve their customer satisfaction levels, and other KPIs.

INSTANT FEEDBACK

Recently, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express, one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.

Customer service A challenge working with Customer Service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staff sincerely believes that they can make a difference with the effort.

One of the most important aspects of a customer service KPI is that of what is often referred to as the "Feel Good Factor". Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows:

1. Know your product - Know what products/service you are offering back to front. In other words be an information expert. It is okay to say "I don't know", but it should always be followed up by... "But let me find out" or possibly” but my friend knows!" Whatever the situation may be, make sure that you don't leave your customer with an unanswered question.

2. Body Language/Communication - Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling, and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face.

3. Anticipate Guest Needs - Nothing surprises your customer more than an employee going the extra mile to help them. Always look for ways to serve your customer more than they expect. In doing so it helps them to know that you care and it will leave them with the "Feel Good Factor" that we are searching for.

STANDARDISATION

There are few standards on this topic. ISO and The International Customer Service Institute (TICSI) have published the following ones:

ISO 9004:2000, on performance improvement

ISO 10001:2007, on customer service conduct

ISO 10002:2004, on quality management in handling customer complaints

ISO 10003:2007, on dispute resolution

The International Customer Service Standard (TICSS)

There is also Information Technology service management standard: ISO/IEC 20000:2005. Its first part concerns specifications and its second part the code of practice.

CHAPTER – 7

RESEARCH METHODOLOGY

Research Methodology is the Systematic & Objective, Identification, Collection, Dissemination & use of information for the purpose of assisting management in decision making related to identification of problem & providing solution to it.

The data are collected using the most appropriate method, analyzed interpreted & inferences are drawn & finally the findings, recommendations are provided which helps management in decision making process.

RESEARCH DESIGN

I have adopted Descriptive Research Design for my project as I have studied all the different aspects about the servicing of a Honda car, by going through the after Sales Manual and by practically learning in the workshop of different Honda dealer’s. On the basis of this study I have done my project.

DATA COLLECTION

Both primary and secondary data are collected for this project.

DATA COLLECTION METHOD

A. PRIMARY DATA: Most of the data, in fact all the data collected in the project is of Primary Data. The data is collected is collected from Job Controller and Technician’s on our tool.

B. SECONDAY DATA: The standard time given in the After Sales Manual is referred to a give a first

perspective. This time in the manual is called as FRT acronym for Fix Response Time.

SAMPLE DESIGN

A graphical sheet which we call it as tool is developed to measure the efficiency and productivity of the technicians comprehensively. As we went along with gaining knowledge along each step we have modified it to make it all encompassing.

SAMPLE SIZE

Two Honda dealers, namely:

I. Ace Honda: 7 technicians.II. Southend Honda: 13 technicians.

So in total 13 technicians were studied during the duration of the project.

CHAPTER – 8

ACE HONDA

We have collected a lot of first hand information from Ace Honda, almost two weeks of data and we have put that information in table, chart and graphical form for easy comprehension.

TABLE 1: IDLE TIME.

NAME TYPE Monday Tuesday Wednesday Thursday Friday Saturday Sunday1 114 18 6 12 6 24 -

Manmohan 2 18 18 54 30 48 42 -3 30 96 0 18 138 150 -1 42 12 0 18 54 - 0

Kundan 2 18 18 30 24 60 - 423 66 102 30 30 114 - 661 - 186 66 12 60 0 0

Umakant 2 - 6 30 174 0 18 03 - 36 6 0 0 30 241 60 36 114 24 - 0 -

Rajan 2 72 24 144 36 - 24 -3 132 90 42 84 - 0 -1 96 18 - 12 6 0 0

Prempal 2 18 24 - 24 30 36 363 156 48 - 24 120 48 421 6 - 0 - 66 72 0

Deepak 2 102 - 24 - 36 54 483 102 - 42 - 162 42 241 12 - 42 - 84 0 6

Virender 2 132 - 24 - 60 48 303 6 - 0 - 126 120 18

Type 1: Idle time at the start of the shift.

Type 2: Idle time within the shift.

Type 3: Idle time between the end of his job and end of his shift.

Note: All the readings are in minutes.

TABLE 2: IDLE TIME AND TECHNICIAN.

Prempal Deepak Virender Manmohan Kundan Umakant Rajan0

100

200

300

400

500

600

700

800

900

1000

738780

708

822

726

648

882

TABLE 3: IDLE TIME AND DAY OF THE WEEK

Monday Tuesday Wednesday Thursday Friday Saturday Sunday0

200

400

600

800

1000

1200

1400

1182

732654

522

1170

708

336

TABLE 4: IDLE TIME AND TYPE

24%

31%

45% Before first jobBetween first and last jobAfter last job

TOTAL TIME: 2340.

TOTAL IDLE TIME: 663.

SHOP UTILISATION: 72%.

TABLE 5: EFFECIENCY TREND OF THE TECHNICIANS.

Man-mohan

Kundan Umakant Rajan Prempal Deepak Viremder0

20

40

60

80

100

120

140

160

MondayTuesdayWednesdayThursdayFridaySaturdaySunday

TABLE 6: EFFECIENCY TREND FOR THE WEEK

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

108.03

115.23

106.11

109.46 109.57

116.14

100.6

EFFECIENCY

TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE.

Manmohan Kundan Umakant Rajan Prempal Deepak Viender0

20

40

60

80

100

120

140

108115

106 109 110116

69

TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIAN.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday0

20

40

60

80

100

120

ManmohanKundanUmakantRajanPrempalDeepakVirender

TABLE 9: PRODUCTIVITY TREND FOR THE WEEK.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

58.33

71.575.4

81.25

52.29

67.91

88.5

Productivity

TABLE 10: TECHNICIAN PRODUCTIVITY / UTILISATION IN PERCENTAGE.

Manmohan Kundan Umakant Rajan Prempal Deepak Virender

7478

71

56

74

6569

TABLE 11: SERVICE TREND BASED ON THE KILLOMETERS TRAVELLED BY THE CAR.

TYPE MMS KND UMK RJN PRP DPK VRN5/15/25 6 17 5 9 11 7 11

10/30/70 10 10 6 8 9 10 1240/80 3 5 3 1 2 4 1

60 1 1 5 2 2 2 2100 - 1 2 1 2 1 -120 1 - - - - - -

TABLE 12: SUMMARY OF THE EXTRA WORK DONE BY THE TECHNICIAN’S

JOB Monday Tuesday Wednesday Thursday Friday Saturday SundayWheel

Balancing- 1 3 3 4 3 4

Mounting 1 1 3 1 1 1 1Disk

Skimming- 2 2 1 2 4 -

Throttle Body - 1 1 7 1 4 -Break Pad

change3 1 3 - 5 - -

Injector change

1 2 1 - 1 1 -

Clutch overhaul

- - - 1 - - 1

Wiper rubber 1 - - - - - 2Battery

change/check

- 1 2 - - - -

Tyre puncture - 1 - - 1 - -Lock set - - - - 1 - -

INTERPRETATION

The idle time during Monday and Friday was massive when compared to the rest of the days. So it is advisable that instead of one, two technicians could be given weekly off on these

particular two days. Issuing of further job cards to the technicians is not a good practise and with our intervention

they have changed that practise. Type three idle time is the highest, which says that the technicians most of the time finish

their all jobs before the end of the shift time. Sunday has the least idle time of all the days. Great degree of cars that come for servicing at Ace Honda are in the region of

15/25/35/47/30/70........... Km. of servicing. Quality of work done is good and the workshop is pretty well organised with different job

controller of PM and GR, QS.

RESULT

On 2nd July Mr. Prabhjot Singh had a meeting with the General Manager of Ace Honda. They have agreed to replace the job controller sheet with our tool, which was the ultimate

aim of our project and it was a resounding success. They have also welcomed our recommendations and assured us they would take

recommended actions as per the policies of the dealer. In all we have achieved our objectives which we have set to achieve.

CHAPTER – 9SOUTHEND HONDA

As we have done at Ace Honda we have repeated the same exercise of collecting data and prepared a comprehensive report.TABLE 1: IDLE TIME.

NAME TYPE Sunday Monday Tuesday Wednesday Thursday

Friday Saturday

1 72 - 30 90 60 30 -Shobaram 2 - - 96 78 - 72 -

3 420 - 90 160 318 180 -1 - 18 24 210 - 48 30

Sanjay 2 - 30 174 12 - 30 183 150 150 - 108 - - 1021 - 48 - - 30 18 -

S.P. Negi 2 - - 138 - 132 54 243 - 330 120 - - 198 301 90 - - - - - -

Chandor 2 204 - - - 30 30 303 150 - - 210 308 300 3001 - - 30 30 24 18 -

Prempal 2 - - 30 96 154 186 963 - - 90 - 30 60 -1 - - 60 - 12 78 -

Vinesh 2 - - - - 36 - -3 - - 198 - 210 300 -1 - 24 120 180 - 30 -

Jijo 2 - 18 - - - 132 -3 - 90 180 30 - 120 -1 - 30 - - 30 48 -

Narender Negi

2 - 30 18 - 18 - 78

3 - 270 - - 60 300 2401 - - - 132 - - 30

Sunil 2 - - - 6 36 - 123 - - - 210 300 - 2701 147 - - 78 - - 12

Ram Shah 2 12 - - 90 192 - 1323 144 - - 270 90 - 301 - - - 12 - - -

Ranbeer 2 60 42 72 180 - - -3 390 198 120 90 - - -1 30 36 60 - - - -

Om Prakash

2 60 54 198 - - - -

3 138 150 150 210 - - 3241 30 48 30 - - - -

Ajay 2 66 - - - - - -3 120 360 360 - - - -

Type 1: Idle time at the start of the shift.Type 2: Idle time within the shift.Type 3: Idle time between the end of his job and end of his shift.

Note: All the readings are in minutes.

TABLE 2: IDLE TIME AND TECHNICIAN.

Shobara

mSa

njay

S. P. N

egi

Chandor

Prempal

Vinesh Jijo

Nagen

der Neg

iSu

nil

Ram Sh

ah

Ranbee

r

Om Prakash Ajay

0

200

400

600

800

1000

1200

1400

1600

1800 1696

1104 1122

1462

844 894 924

1380

996

1197 1164

1410

1014

TABLE 3: IDLE TIME AND DAY OF THE WEEK

Monday Tuesday Wednesday Thursday Friday Saturday Sunday0

500

1000

1500

2000

2500

3000

1926

26462482

20702232

1728

2283

TABLE 4: IDLE TIME AND TYPE.

15%

23%

61%

Before first jobBetween first and last jobAfter last job

TOTAL TIME: 26680.

TOTAL IDLE TIME: 13964.

SHOP UTILISATION: 47.67%.

TABLE 5: EFFECIENCY TREND OF THE TECHNICIAN.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday0

20

40

60

80

100

120

140

160

180

200

ShobaramSanjay S.P NegiChandorPrempalVineshJijoNarender NegiSunilRam ShahRanbeerOm PrakashAjay

TABLE 6: EFFECIENCY TREND OF THE WEEK.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

123.999 123.767

112.767116.95

107.413100.568

129.043

Efficiency

TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE.

Shobara

mSa

njay

S.P. N

egi

Chandor

Prempal

Vinesh Jijo

Narender

Negi

Sunil

Ran Sh

ah

Ranbee

r

Om Prakash Ajay

111.55 112.31 111.97

145.9

114.43107.95 106.046

120.7

100.3

111.96118.725

112.304

124.2

TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIANS

Monday

Tuesday

Wednesd

ay

Thursday

Friday

Saturd

ay

Sunday

0

20

40

60

80

100

120

ShobaramSanjayS.P NegiChandorPrempalVineshJijoNarender NegiSunilRam ShahRanbeerOm PrakashAjay

TABLE 9: PRODUCTIVITU TREND FOR THE WEEK.

Monday Tuesday Wednesday Thursdasy Friday Saturday Sunday

43.5

49.2 48.2 48.4

36.9

51.7

40.5

Productivity

TABLE 10: TECHNICIAN PRODUCTIVITY / UTILISATION IN PERCENTAGE.

Shobara

mSa

njay

S. P. N

egi

Chandor

Prempal

Vinesh Jijo

Narender

Negi

Sunil

Ram Sh

ah

Ranbee

r

Om Prakash Ajay

0

10

20

30

40

50

60

70

80

TABLE 11: SERVICE TREND BASED ON THE KILOMETERS TRAVELLED BY THE CAR.

TYPE 5/15/25 10/30/70 20 40/80 60 100 120Shobaram 6 7 3 - 2 1 -

Sanjay 7 8 1 3 3 1 -S. P. Negi 6 3 1 3 1 - -Chandor 7 2 2 - - - -Prempal 8 6 2 2 3 - -Vinesh 14 3 1 - - - -

Jijo 6 3 - 1 1 1 1Narender

Negi9 1 1 3 - 1 -

Sunil 6 2 - - - - -Ram Shah 5 4 2 1 - - -Ranbeer 10 7 1 - - - -

Om prakash

11 4 1 - - - -

Ajay 2 3 2 - - - -

INTERPRETATION

There is no drastic or significant difference in the idle time pertaining to any day of the week. This shows that the distribution of technicians during the week is pretty fine. But the thing needed to be improved is the accountability of the technician and the job

controller in the workshop. It is understandable that if a technician taking up another important car or he assisting other

technician is a norm, but sometimes a single car is serviced by 3 or more technicians at a time. The burden on the job controller is high during peak time. Two job controllers should be

maintained at all the time. Southend Honda used incorporates two technicians per car earlier and due to the construction

of metro and flow over in the region there is a decrease in the service of vehicles at the workshop.

But the interesting thing about Southend is that there is substantial number of Accords and CR-V’s coming for servicing.

This shows that Southend Honda has a Brand Value and it garners loyalty through its servicing.

RESULT

Report for Southend Honda has been prepared on the basis of data collected. Mr. Prabhjot Singh would soon be presenting the findings to the management of Southend

Honda. Hopefully they shall agree to replace the job controller sheet with our tool, which was the

ultimate aim our project.

APPENDIX THE TOOL DEVELOPED IN-HOUSE TO CAPTURE THE DAILY DATA FOR OUR PROJECT.

SUMMARY SHEET

BIBILOGRAPHY

I. HONDA AFTER SALES MANUAL.

II. http://world.honda.com/about/index.html .

III. http://www.2020site.org/n/history-of-the-honda-motor-company.html .

IV. http://www.smokeriders.com/History/Honda_History/body_honda_history.html

V. http://world.honda.com/CSR/special/cs/cs2.html .

VI. http://world.honda.com/CSR/philosophy/philosophy1/index.html .

VII. http://www.cartradeindia.com/car-bike-news/after-sales-service-car-industry- in-india-110243.html.