My Bbm Project

Marketing Strategies & Consumer Satisfaction of

MARKET

MEANING:

The term market has its origin the Latin noun “Marcatus”

meaning a place where business is conducted.

According to the layman a market means a convenient meeting

place for buyers and sellers to gather together in order to conduct

buying and selling activities, but a market does not literally have to be a

place of exchange, but in broader sense it means an atmosphere or a

region or a supra system in which the forces of demand and supply

operate directly and indirectly to bring about transfer in the titles of

goods and services. Or in other words market is an arrangement that

provides opportunity of exchanging goods and services for money or

money’s worth.

DEFINITIONS OF MARKET

According to Prof. H.E. Mitchell “it must be thought of not as a

geographical meeting place but as any getting together of buyers and

sellers in person, by mail, telephone, and telegraph or any other means

of communication.

According to Prof. Philip Kotler “an area or atmosphere for

potential exchange”.

RPA FIRST GRADE COLLEGE 1


Therefore from the above two definitions it is clear that market is the

whole of any region where the buyers and sellers are in such free

intercourse with one and another that a single price prevails for a

certain commodity at a certain point of time.

Marketing Communication

Body of Sellers Market Body of Buyers

Feed back information



MARKETING:

Marketing is the set of those activities necessary and incidental to bring

about exchange relationships. It encompasses the entire economic process by

means of which goods and services are exchanged and their values are

determined in monetary units. It is that phase of business activity through

which human wants are satisfied by exchange of goods and services.

DEFINITION:

Prof. William Stanton in his book “Fundamentals of Marketing” defines

Marketing as the total systems of interacting business activities designed to

plan, price, promote and distribute want satisfying products and services to

present and potential customers.

According to American Marketing Association “It is the performance

of business activity that directs the flow of goods and services from the

producer to the consumer.

CONCLUSION: Thus marketing is the process of exchange involving

two distinct aspects namely

1. Mental Aspects

2. Physical Aspects



THE COMPONENTS OF MARKETING CONSUMER

ORIENTED MARKETING.

Marketing is the managerial function responsible for identifying

anticipating and satisfying customer requirements profitably. It is multi-

disciplinary subject having far reaching impact with its deep-rooted tentacles.

The best way to gauge its scope is to know the components of it. The

components of marketing are four, namely, the offer, the market, the system

and the forces. Following is the brief elucidation of these points.

1. The offer: An offer is the outcome of marketing activities of the firm

offer is the proposal, which may or may not be accepted by the buyer as

offer is from seller. It is an offer that people and institutional buyers

make. It is worth pinpointing here that a purchaser does not accept a

product; what he really accepts is an offer that includes every facet that

is likely to encourage or discourage his purchase. Thus, offer includes

product or service and allied conditions of offer. Precisely, it includes

‘what’ ‘when’ ‘who’ and ‘why’ and through ‘whom’ of the purchase

2. The market: As noted earlier, market is the aggregate of forces or

conditions within which buyers and sellers make decisions that result in

the transfer of goods and services. In other words, it is the aggregate

demand of the potential buyers for a commodity or service. It is people

with money and inclination to buy. It is a place where the exchange

process occurs. Though market can be thought in aggregate, it can be a



Segment of the total market. Thus, a manufacturer for small car cannot

think of capturing the aggregate market but a part of it as he is not alone in

the market. That is why; market is equal to the group of buyers and sellers

within a geographical area for a product or close substitute at a particular

stage in the trade channel.

3. The System: Marketing is concerned with the flow of goods and

services from the points of production to the points of consumptions.

There is a systematic arrangement of these functions of marketing to

move the goods and services to the needy persons. This system or

arrangement for physical movement of products of the house must be

selected or developed. Good many alternatives are open to the

manufacturers; the options available are such that they can be combined

to the individual needs of the manufacturers. Selection of a channel or

the combination of channels is dependent upon the nature of the

product, the nature of the market segment to be approach and the nature

and the among of me efforts needed for effective marketing. Thus,

each firm producing goods will have to adopt some marketing

philosophy. Such a system is essential to the creation of time, place

and possession utilities.

4. The Forces: The final component of marketing is to do with

environment in which marketing takes place. It is taken as the final

component because; environmental forces influence the nature and

character of the ‘offer’, ‘market’ and the ‘system’. Environmental



Forces contribute to every fact of change and adjustment in a marketing

network. The influences are profound and need to be perceived with all

the sagacity to understand the opportunities and counteract the associated

challenges and threats.

The Ten Rules of Radical Marketing

In their book Radical Marketing, Sam Hill and Glenn Rifkin layout a

set of prescriptive guidelines that can be help other companies emulate the

radical marketers.

1. The CEO must own the marketing function. CEOs of radical

marketers never delegate marketing responsibility; they typically

act like de facto chief marketing officers.

2. Make sure the marketing department starts small and flat and

stays small and flat. In order to stay involved with marketing,

CEOs must not allow layers of management to grow so numerous

that they distance them from the market.

3. Get face-to-face with the people who matter most- the customers.

For radical marketers, ‘face-to-face’ is a mantra”. They know

the advantages of direct interaction with customers.

4. Use market research cautiously. Market research typically tells a

marketer what the average customer wants. Radical marketers

prefer grassroots techniques.

5. Hire only passionate missionaries. Radical marketers “don’t

have marketers, they have missionaries”.



6. Love and respect your customers. Radical marketers respect

customers as individuals, not as numbers on a spreadsheet, they

recognize that the core customers are responsible for the bulk of

their company’s successes.

7. Create a community of consumers. Radical marketers

“encourage their customers to think of themselves as 3

communities and of the brand as a unifier of that community”.

8. Rethink the marketing mix. Radical marketer’s marketing

techniques often differ dramatically from those used by

traditional marketers. For example, traditional marketers seek to

reach broad audiences via large-scale advertising, while radical

marketers use “surgical strike advertising” characterized by short,

targeted ad campaigns.

9. Celebrate common sense. Smaller companies with limited

resources cannot hope to compete with larger competitors

without fresh and different marketing ideas. So radical

marketers, for example, limit distribution in order to create

loyalty and commitment among their distributors and among

their customers.

10. Be true to the brand. Radical marketers “are obsessive about

brand integrity, and they are fixated on quality



MARKETING STRATEGY

A ‘strategy’ is what you are going to do; a marketing strategy is the link

between a product and the market; it provides the much-desired direction for

allocating the marketing effort. It is translated into an action plan through the

tools of marketing management. These tools together are called as ‘marketing

mix’. Individually, they are Product-Price-Promotion and Place.

The credit of introducing this concept of ‘marketing mix’ goes to

Professor N.H.Borden of Harvard Business School of America. In these

words it refers to two things; (a) a list of important elements or ingredients

that make up this marketing programme and (b) the list of forces having

bearing on the marketing operation.

According to Professors Keeley and Lazor, “marketing mix is

composed of a large battery of devices which might be employed to induce

consumers to buy a particular product.

In other words, marketing mix is the blend or the compound of all the

marketing efforts houring round the four ingredients namely product, price,

promotion, and place. These ingredients are interrelated and all revolve

round, potential consumer satisfaction as the focal point. It is the complex of

mixes relating to inputs and resources utilized in marketing programme to

attain the business objectives such as profit-return on capital employed-sales

volume-market share and so on. Marketing mix for a particular product or

services is created by blending controllable marketing factors into an

integrated programme for a particular period of time in order to secure the



goals preset through consumer satisfaction. In essence, marketing mix is the

set of controllable variables that the firm can use to influence the buyer’s

response.

The Elements of Marketing Mix

The mix is made up of four elements namely product, price, promotion

and place.

The Product mix up of variables like-product-line and product

range, the product design, the product package, the product quality, the

product labeling, the product branding and after-sales service and guarantees.

The Price mix is made up of pricing policies and strategies, the

terms of credit, the terms of delivery, margins and the resale price

maintenance.

The Promotion mix is made up of variables like personal selling,

advertising, sales-promotion, trade fairs and exhibitions and public relations.

The Place mix is made up a variable like transportation, warehousing

inventory levels, and the channels of distribution.



Importance of Marketing:

The important of marketing in the modern world can be studied under two

distinct heads, viz:

1. Benefits of marketing

2. Cost of marketing

Benefits of marketing to both society and to individuals’

business firm.

Importance of marketing to the society

i. Marketing helps to achieve, maintain and raise the standard

of living of the society. Better marketing gives room for

mass production cost will low and hence price of the article will be

low. Since price is low people, this will result in a higher standard of

living.

ii. Marketing increases employment opportunities.

iii. Marketing helps to increase National Income. The

national income is compassed of goods and service which money can

buy it purchasing power increase.

iv. Marketing helps to maintain economic stability and

economic development.

v. Marketing importance is for any help and economic

development. Marketing is a connecting link between the consumer

and producer.



vi. Marketing process brings new items to retail shops from

where the consumer can have them.

vii. Marketing removes the imbalances of supply by

transferring the surplus to deficit, areas, through better transport

facilities.

viii. Marketing helps in creation of utilities

Importance of marketing to individual business firm:

Marketing generates revenue to firms: profit is the core on which the

whole super structure of business in builds. Marketing alone generates

revenue or income to an enterprise; functions of marketing develop and

widen the markets. When markets are widened sales increases and thus

profit to the firm increases.

Marketing acts as a basic for marketing decisions.

Marketing helps the top management to manage innovations and

changes.

COST OF MARKETING:

Marketing is blamed because of its high cost. Now a day it has

attracted the attention of different sections of the society like government,

producer and education institutions. Marketing cost is stated to be high. But

it is almost impossible to estimate accurately the over all cost of marketing

functions and service. How ever many marketing experts have tried to

calculate the marketing cost and have food that marketing cost account for

about 50% of the price paid by consumers. The study of “Marketing of



Wheat, rice and cotton in India. Indicated that 50% to 60% of the total cost

accounted for the marketing cost.

Approaches to the study of marketing

Four basic approach are commodity used to describe the marketing

system:

Commodity Approach.

Functional Approach.

Institutional Approach.

Systems Approach.

Commodity Approach:

Under the commodity approach, use study the flow of a certain

commodity and its journey form the original producer right up to the final

customer. In such a study one locates the center of production, people

engaged in buying and selling of the product. Mode of transportation

problems of selling and advertising the product problems of financing it.

Problems arising out of its storage and so on, through such an approach. We

can find out the difference in marketing products services and problems. Thus

we can have a fuller picture of the field of marketing. Marketing of

agricultural products such as cotton. Wheat, jute represents the commodity

approach.



Functional Approach:

Under the functional approach, we concentrate our attention on the

specialize service or functions or activities per formed by marketers. The

study of marketing functions (buying selling) represents the functional

approach to the marketing system.

Institutional Approach:

Under the institutional approach, our main interest centers round the

marketing institutions or agencies such as wholesales, retailer, and banks etc.

Who participate in discharging their marketing responsibilities during the

movement of distribution of goods, we try to find out how these various

business institutions and agencies work together to form a total marketing

system.

The System Approach:

A system is a set of interacting or interdependent components or groups

co-ordinates to form a unities whole and organized marketing activities to

accomplish a set of objectives. In the model of system approach we have.



Objectives.

Input.

Processor.

Outputs.

Feed back.

The objectives direc5t the process, control monitors the process, control

monitors the process, information feedback gives information from internal

and external sources and it is the basic for future change in the system. An

open system has its own environment giving the inputs and accepting the

output. Inputs are processed, producing outputs to meet the objectives; the

twin objectives of marketing system are customer satisfaction and

profitability.



MARKETING FUNCTIONS

It is a part of marketing process, the following chart describing the

classification of marketing functions.

Classification of marketing functions

A B C

Ownership Facilitating Distribution Involving Physical

Transfer in (A+B)

1. Concentration Buying/ 1. Transport. 1. Standardization & grading.

Assembling. 2. Storage. 2. Branding.

2. Distribution/selling 3. Packing.

4. Salesmanship.

5. Advertising.

6. Sales promotion.

7. Insurance (Risk).

8.Marketing intelligence.



Marketing functions are the activities of buying. Selling,

transportation, storage, standardization and grading, financing.

Risk bearing and circulating market information. Such a list of

marketing functions is more suitable to physical products.

Marketing functions are usually depend on type of

product/service, for example if we look at expanding the concept

of product which includes services also, marketing functions may

be listed as follows;

1. Contractual : The searching of buyers and sellers

2. Merchandising : Marching the product to customer needs

and desire [market requirement]

3. Pricing : Determining the optimum price

4. Promotion : Persuading the buyers to favor the firm and

Its products.

5. Physical : The transport, ware housing [storage],

distribution inventory control.

Marketing functions are performed by the manufactures

and all middlemen in the machinery of distribution.



A. Selling

Selling is one of function of the equation of exchange. Selling

creates demand for a product. Selling functions involves:

Product planning and development

Locating or finding out potential buyer

Negotiation process of terms such as price,

quantity, quality, etc for settlement.

Sales contract leading to retransfer of title of ownership

and possession of goods.

B. Buying

Purchasing Search of Selection of Assembling

Planning sellers seller goods of goods in

Right quantity

& Quality

Enter into a Negotiation At a right

Purchase of terms of place, time,

Contract purchase price



Buying is the second function of the equation of exchange. It

requires planning of purchases, intelligent starch for probable sellers,

selection of goods to be sold assembling of goods in right quantity and

quality, at right place at right time at right price. In a formal exchange,

buyer has to negotiate terms of purchase and enter into a contract of

purchase.

C. Standardization and grading:

Standardization means seeing standards for quality. Grading

means separating or inspecting products- according to established

standards. Each grade has uniformity in all tributes. Grading enhance-

marketing efficiency.

For example in agricultural marketing. Standardization makes sales by

the description possible assumes quantity. It promotes uniformity of

products.

D. Financing:

Finance is the life-blood of commerce. We have monetary

exchange. Value of goods is expressed in money and it is denoted by

price to be paid by a buyer to a seller, credit is necessary in marketing.

It plays an important role in retail trade-particularly in the sale of costly

consumer goods.



E. Marketing Information:

All marketing decision is no better than the facts and figures

upon which they are based. Information low is a vital resource in

business. Information has to be collected, processed and interpreted. In

today’s business activities decisions are based on facts and figure [i.e.,

information]



RESEARCH DESIGN

Among various strategies followed by companies, marketing strategy plays a

vital role in providing the product according to the customer’s expectations.

Our study is with reference to marketing strategy of Hero Honda with respect

to Prakash Motors & its effectiveness through customer satisfaction.

Title of the Study:-

MARKETING STRATEGY & CUSTOMER SATISFACTION towards

Hero Honda Bikes with reference to Prakash Motors.

STATEMENT OF PROBLEM

Customer satisfaction is one of the important aspects to be considered in

making decisions of Marketing Mix. Customer satisfaction is the basis or

foundation for building better marketing strategy. This study is made to find

out why customers prefer Hero Honda Bikes whether it is style, comfort,

mileage, color, service, speed & pickup & other attributes & analyze their

satisfaction level towards these product attributes.

The Objective of the Study

The main objective of the study is are as follows

1). To analyze the effectiveness of Marketing Strategy adopted by Hero

Honda Company.



2). To understand customer level satisfaction with regard to Hero Honda

Bikes in Bangalore City.

3). To analyze expectations of customers with regard to various attributes

of bikes.

4). To measure till what Hero Honda Bikes are meeting the expectations of

customers.

5). To know how hero Honda Company has acquired the market & created

good image in the minds of customers.

Scope of the Study

Hero Honda Company is satisfying customer’s demand.

To study those aspects which improve the company’s dealer service as

both in sales process & after sales service.

To know the customer expectations restricted within Bangalore.

The study is limited only towards the attributes like price, style,

mileage, speed & pickup, after sales service.

METHODOLOGY

Data for the study was collected by personal interview of the Hero

Honda (NARENDRA.N) (SALES MANAGER) with respect to marketing

strategy adopted questionnaire was also supportive in collecting information

from customers & prospective customers of Hero Honda Bikes.



The response collected with analyzed, tabulated & formatted using simple

statistical & mathematical methods, tools & techniques.

Tabulation & Graphical Representation are used for interpretations.

Limitations of Study

1). The study was computed only limited number of respondents.

2). The study is limited only to Bangaloreans.

3). The study is only with regard to the opinion of Hero Honda Company.

4). The study does not cover customer satisfaction of competitor’s bike.

5). Finding of the study are based on the assumption that the respondents

gave the correct information.

6). This study is conducted in a short duration of one month.



Overview of the Chapters

I Chapter One

INTRODUCTION

This chapter contains various definition, meaning, theories, aspects in

depth, knowledge of marketing & its various sub divisions. It also

clearly defines

The various marketing strategies adopted by various companies in order

to

Remain at the top position of their respective industry.

II Chapter Two

HERO HONDA COMPANY PROFILE

This chapter contains details of the Hero Honda Company from the

time it was launched up to the present scenario where it is regarded as

the No. 1 Company

in the automobile industry. It also contains as to how the company has

grown from a small unit to a large scale organization.



III Chapter Three

RESEARCH DESIGN

This chapter contains the reason for selecting as the topic for my project

the method of collecting the data, sample size for conducting market

research with

the employees , how was the data been collected; the people from

whom the data was collected.

IV Chapter Four

ANALYSIS & INTERPRETATION

In this chapter a diagrammatic representation of data been collected & has

been represented in the form of graphs. The interpretation shows the

explanation of the graph and the table.

V Chapter Five

SUMMARY AND FINDINGS

It contains few valuable SUMMARY AND FINDINGS

Based on the project.



VI Chapter Six

SUGGESTIONS AND CONCLUSIONS

It contains a brief explanations of the project & s few points of the

company & their prospects.

VI Chapter Seven

BIBLIOGRAPHY

It contains the names of the various books been referred to & also the

names of the various websites for collecting various data.

ANNEXURE

It contains the various questions been asked to the employees of the Hero

Honda

Company. The questions have different options to which the employees can

Choose their option.



CONCEPTUAL DEFINITIONS

Fundamentals of Marketing

It refers to the basic & most fundamental aspects of Marketing i.e., promotion, sales & advertisement & after sales service

ADVERTISING:-

Any paid from of non-personal presentation & promotion of ideas, goods or

services by an identified sponsor.

Defining Advertising Goals for Measured Advertising Results

Product Line:-

It is a group of products that are in some way related by being alternating to

fulfilling the sane customer’s need, be being marketed to the same target

markets through the same distribution network or be being in common price

category.

Consumer Behavior:-

All psychological, social & physical behavior of all potential consumers as

they become aware to evaluate, purchase, consume & tell others about the

particular product & service. Sales Forecast:-

An estimate of sales during some specific future, period of time & under a

pre-determined marketing plan in the firm.



COMPANY PROFILE

The Legend Of Hero Honda

What started out as a Joint Venture between Hero Group, the world’s largest

bicycle manufacturers and the Honda Motor Company of Japan, has today

become the World’s single largest two-wheeler Company. Coming into

existence on January 19, 1984, Hero Honda Motors Limited gave India

nothing less than a revolution on two-wheels made even more famous by the

‘Fill it – Shit it – Forget it’ campaign. Driven by the trust of over 5 million

customers, the Hero Honda product range today commands a market share of

48% making it a veritable giant in the industry. Add to that technological

excellence, an expansive dealer network, and reliable after sales service, and

you have one of the most customer-friendly companies.

This is proved by the company’s sales over the years:

1985-86 ---- 43,000 units

1989-90 ---- 96,200 units

1998-99 ---- 5, 30,600 units

1999-00 ---- 7, 61,210 units

2000-01 ---- 10, 29,555 units

2001-02 ---- 14, 25,195 units

2002-03 ---- 16, 77,537 units

2003-04 ---- 20, 70,147 units

2004-05 ---- 26, 21,400 units



2005-06 ---- 14, 00,000 units

2006-07 ---- 16, 50,000 units

2007-08 ---- 18, 50,000 units (as per Jan 2008)

Customer satisfaction, a high quality product, the strength of Honda

Technology and the Hero group’s dynamism have helped HHML scale new

frontiers and exceed limits.

In the words of Mr. Brijmohan Lall Munjal, the Chairman and

Managing Director, “We will continue to make every effort required for the

development of the motorcycle industry, through new product development,

technological innovation, investment in equipment and facilities and through

efficient management.”

Business Description

Hero Honda Motors Limited. The Company’s principal activity is to

Manufacture and market motorcycles and spare parts. The Company is a joint

venture between Hero Group, India and Honda Motors Company of Japan.

The motorcycle features include four stroke technology, phenomenal fuel

economy and low exhaust pollution levels. The major brands of the Company

include Splendor, CBZ and Passion. The Company has two manufacturing

facilities located at Dharuhera and Gurgaon in Haryana.

Hero Honda Motors Limited



Ticker : 500182

Exchanges : BOM

2007 Sales : 74,217,000,000

Major Industry : AUTOMOTIVE

Sub Industry : DIVERSIFIED AUTOMOTIVE MFRS.

Country : INDIA

Employees : 5600

Hero Honda Motors Ltd

The heroes called Hero Honda

AJIT DIKSHITH (CIO, HHML) (present)

In a mere three months Hero Honda Motors Limited IT team along with SAP

technicians implemented an entire Supplier Relationship Management (SRM)

system for a better-connected and transparent business process. S R

Balasubramaniam told Deepali Gupta about the pains and gains through the

implementation.

The Intelligent Edge

Project: Supplier Relationship Management (SRM) using my SAP’s SUS

(Supplier Self Service) sub-module.RPA FIRST GRADE COLLEGE 29


Date Started : February, 2004

Date Completed : May, 2007

Project Cost : Rs 100 Lakh

Project Objective:

To establish a system that is transparent, efficient and responsive to markets

when managing supplier functions.

Benefits Accrued:

Automatic delivery schedules, Advanced Shipping Notification, automatic

updating of Global Recycling Network, better forecast purchasing behavior

and shorten procurement cycles.

Innovation:

Implementation of My SAP SRM version 3.0 in a mere 3 months

Hero Honda Motors Limited (HHML) was among the first in India to setup

the My SAP SRM version 3.0. It became the ramp-up site for SAP and was

recognized for the speed and quality of the implementation.

The implementation started with a business need to become transparent,

efficient and responsive to markets when managing supplier functions and

ended up with a Computer Associates Intelligent Enterprise Award in the

manufacturing vertical category.



Techies at Work

Considering that the automotive sector depends on suppliers providing raw

material S R Balasubramaniam, CIO, HHML and his team isolated an SRM

solution to coordinate business processes with key suppliers, make them more

effective. And therefore optimized their procurement strategy, to work more

effectively with the vendor pool, and thus to gain long-term benefits from all

vendor relationships.

At the outset

The planning and identification of the appropriate application itself took]

three months. Queries went back and forth between the company’s research

partners, Gartner. Finally decided to deploy Logis i2 and My SAP SRM.

Given that HHML had just adopted SAP R/3 and migrated their data to SAP it

decided not to enter in contract with a new vendor. Balasubramaniam thus

adopted My SAP SRM.

Pioneers

The company became the one of the first companies in India to implement the

My SAP SRM version 3.0. The implementation took merely three months



despite the changes in the framework that were required for the exchange

infrastructure.

There was an equal give and take with vendor, as HHML consented to be a

ramp-up site for the software. This meant that the company would be a test

site for the package, in return for better vendor support. It was a risk, but it

worked for Balasubramaniam, because a successful implementation means a

strategic advantage to establish an edge over the competitors.

“The people implementing it were not too sure because they were doing it for

the first time. In a few cases there were configuration problems between SRM

and R/3, but we got special attention. There were times when we posted a

query at night and got the solution by the next morning,” said

Balasubramaniam.

Nominees

Mahindra and Mahindra Ltd. for…

The use of My SAP SRM. Because:



It is the first implementation of My SAP-SRM solution facilitating

Collaborative business with suppliers.

It changes purchasing documents at the buyer’s end so that if reflect in the

sales document on a real-time basis on the supplier portal.

It is a single and secure window of website for multi-location suppliers

supplying multiple M&M plants.

Pidilite Industries Ltd. for its data security framework. Because it:

Deploys such complex security technologies in-house with limited

Resources.

Uses indigenous two factor authentication using SMS systems developed in-

house. Has shown no incidence of security breaches as a pointer to its success.

What’s Innovative?

The new components from SAP use Web programming interface with Java,

J2EE, HTML, and XML. In addition, SAP uses the Net weaver technology to

incorporate the exchange infrastructure (XI) to talk seamlessly to the external

world.

The emerging technologies used by the company, during the course of

Project implementation, are mentioned below:



Logical Partitioning

LPAR is a system architecture approach. It allows the division of a single

server into several completely independent ‘virtual’ servers or partitions. In

HHML’s setup LPAR reduces IT infrastructure cost and improves workload

capacity by means of:

Reduced systems management requirements.

Reduced use of floor space or rack space.

Reduced power consumption.

Reduced equipment service and maintenance costs.

Improved business operation flexibility by providing mixed testing and

production environments.

Tivoli Bare Metal Recovery:

The company’s IT team integrated Bare Metal Recovery technology into its

existing backup management system to back up all LPARs (virtual servers).

The team found it to be a simple and efficient way to back up and recover data

using an installation image known as mksysb added six servers (each virtual

partition as one server) during the course of the project. Weekly backups for

the system would have required 24 tapes. But the Implementation of the

Tivoli Bare Metal Recovery reduced the tape count to four and reduced the

media as well as management costs.



SAN Boot:

All servers, which were used for this project, were configured to boot from a

SAN. Using this technology a boot device was configured on a more reliable

enterprise class storage that the traditional internal disks.

Victory Talk

“We had a very ambitious target of three months, and our fingers were

Crossed. Whenever we would reach a target I’d get an SMS, sometimes even

at 12 am. And we achieved the fastest implementation of My SAP SRM,

worldwide. This award really is a great recognition for my team. When I got it

I sent a message to my team members. I am really happy for my team.”

Action and Reaction

The My SAP SRM automatically pushes delivery schedules drawn up by SAP

R/3 into SRM. The supplier can then access it and plan shipment of his

supplies. Once the supplier dispatches goods, the Advanced Shipping

Notification (ASN) updates the database giving visibility to the in-transit

supplies. The ASN in turn triggers the in-entry and the Global Recycling

Network (GRN).

As soon as the goods are received, the vendor gets instant information of the

receipt and the quality parameters after inspection. The bill passing too has

been automated.

In addition to that, the SRM consists of tools to examine and forecast RPA FIRST GRADE COLLEGE 35


Purchasing behavior, shorten procurement cycles and work with partners in

real time.

Money matters

HHML approximately spent Rs. 100 lakh on this project. However, as far as

measuring ROI is concerned, Balasubramaniam stated, “We have not

quantified the advantages, neither do we want to quantify them. It’s got our

clients closer to us. We see the business value and the value of IT in the

organization as a whole.”

So, proof that the SRM has impacted 30 employees, 20 customers and 60

members in the value supply chain is sufficient.

Hurdles at Hand

Change isn’t easy even if it the only permanent thing. And this is a challenge

Balasubramaniam had to handle.

“Despite the advantages that IT has introduced, the business personnel still

ask why we area making changes in the business process” said

Balasubramaniam. He has to reason with them, explain the requirement and

benefits of implementation for people to accept new technology and

corresponding change in business processes.



For that, among other initiatives is an awareness drive. “Not only for the

purchase department, we called in our suppliers to give them training. We

Covered 13 suppliers already and by the end of the year our target is to

Acquaint all our 25 suppliers with the system,” said Balasubramaniam.

Future Roadmap

Balasubramaniam plans to expand application coverage. Transactions like

Warranty returns and financial transactions like debit/credit notes will be

Performed in future using links to payment gateway for remittances.

HHML will then need to formalize just in time deliveries arrangements with

very little manual intervention. Eliminating the process of quality check seems

like a good option. The company also intends to establish a link for online

collaboration in production by allowing their and vendors’ servers to interact

directly.

It’s raining at Hero Honda!

Sales 2 lakh + again

A phenomenal 44% growth in sales

Splendor + brand set to exceed the 5 million sales milestone

August 2, 2004, Mumbai :

Hero Honda Motors Ltd., the ‘World No.1’ two wheeler company for three

Years in a row, has come to epitomize consistent performance. The company



has, month by month, managed to stand up against all odds, be it increasing

raw material costs, poor monsoons or competitors’ launches.

During the month of July 2004, the company sold a total of 2,05,654 bikes,

crossing the 2 lakh mark for a record sixth time in the last ten months. This

exemplifies the emphasis laid by the company on product quality and

customer service, which has helped in improving performance over and over

again. During the month, the company registered a phenomenal sales growth

of 44 per cent over the corresponding period last year, July 2003 (1,43,141

units).

For the period April – July 2004, the cumulative sale of the company stood at

8, 14,777 units, translating into a growth of 35 per cent. The company had

sold 6, 01,930 units during the corresponding period last year.

Hero Honda Splendor+, the brand credited with several firsts to its credit, is

close to adding yet another feather in its cap-the 5 million sales landmark. As

part of the celebration, the company has announced a Rs.1001/- celebration

offer on the family of Splendor, Splendor + and Passion Plus. The offer,

which is currently on, across all Hero Honda authorized dealerships also

provides an opportunity to 101 lucky winners to watch an ICC Champions

Trophy cricket match live in England, with all expenses paid by Hero Honda.

The company has also announced a uniform national price of Rs. 30,899/- for

its model CD Dawn, the leader in the entry-level segment.



Hero Honda Passport Programme arguably, the largest Customer Relationship

Programme in the country, is set to introduce two unique

initiatives for its members – a ‘First Transaction Reward’ for all members

transacting at authorized outlets for the first time; and a ‘Bike Service

Certificate’ to help members get a better resale value for their motorcycles.

Both these benefits further add to the Passport Programmer’s single-minded

objective of strengthening the company’s relationship with its customers, by

offering them enhanced value – proactively & consistently.

Auditions for the adventure-based reality show ‘MTV Hero Honda Roadies

II’ have started. The programme will soon be aired on MTV. Hero Honda also

is promoting ‘India’s Best’ on Zee TV

1983:

Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan, signed

Shareholders Agreements signed.

1984:

Company Incorporated

Technical collaboration signed

Foundation stone laid

1985:

First motorcycle (Model CD 100) produced 200 motorcycles per day

Production.



1986:

Quality circles launched

1987:

Engine plant started 1,00,000th Motorcycle produced

1988:

Hero Honda Family Club formed at Gurgaon 200,000th motorcycle

Produced.

1989:

Sleek model introduced 300,000th Motorcycle produced

1990:

400,000th Motorcycle produced

Pegasus Award from Readers Digest for campaigning ‘One Litre Road’

1991:


CD 100SS model introduced

Mobile Service Workshop launched



Economic Times-Harvard Business School Award for Excellent

Governance to Hero Honda Motors Ltd.

Hero Honda moved into India’s Top 100 Companies – Ranked 87

1992:

A school named Raman Kant Vidya Mandir inaugurated in memory of the

first Managing Director of Hero Honda Motors Limited

1993:


Sponsored Hero Group – Five Nations Cricket Tournament

1994

Splendor model introduced

10,00,000th Motorcycle produced

The Businessman of the Year award is conferred upon the Chairman Mr

Bijmohan Lall – by Business India Group of Publications

1995:

800 Motorcycles per day production started

National Award for Outstanding contribution to the Development

Of Indian Small Scale Industry (NSIC Award – Presented by President of

India)



The Analyst Award 1995 presented to Hero Honda Motors Limited on being

Ranked 9th amongst the most investor rewarding Companies in India

1996:

Hero Honda becomes first company to serve Army, Navy & Air Force with

Its 100cc motorcycles

1000 motorcycles per day production started

1998:

Street model introduced


Hero Honda Masters Golf Championship started

Business Leader of the Year conferred upon the Chairman, Mr. Brijmohan

Lall by Business Baron

15,00,000th motorcycle produced

Foundation stone of Raman Munjal Vikas Kendra foundation stone laid by

Chief Minister of Haryana

Gurgaon plant inaugurated by Honda President



Sponsored 6th Women World Cup Tournament

Distinguished Entrepreneurship Award conferred upon the Chairman

Mr. Brijmohan Lall By PHD Chamber of Commerce & industry

1200 motorcycles per day production started

1999


CBZ model launched

Sponsored ‘7th World Cup Cricket tournament’ at England

Environment Management System pf Dharuhera plant certified with ISO

14001 by DNV Holland

Raman Munjal Memorial Hospital inaugurated

Sponsored ‘Hero Honda Masters Golf Championship’

Suhana Safar – Customer Relation Programme launched

30,00,000th Motorcycle produced in December

Best Productivity Award for the best performance in Automobile & Tractor

Sector by National Productivity Council presented by Vice President of India

2000

Sponsored ‘Hero Honda NKP Salve Challenger Trophy’

Sponsored ‘Stardust Hero Honda Millennium Honours Award’

Sponsored ‘Hero Honda Masters Golf Championship’



Appointed Sourav Ganguly & Hrithik Roshan as Brand Ambassadors

Environment Performance Award to Hero Honda Dharuhera Plant by

Haryana State Pollution Control Board Environment Management System of

Gurgaon Plant Certified ISO – 14001 by DNV Holland

4,000,000th Motorcycle produce

Sponsored ‘20th Cinema Express Award’ Splendor

Declared World No. 1 – largest selling single two-wheeler model.

Passport Programme

Customer Relation Programme launched Sir Jehangir Ghandy Medal for

Industrial Peace conferred upon the Chairman, Mr. Brijmohan Lall by XLRI,

Jamshedpur.

2001

Bike Maker of the Year by Overdrive Magazine

Winner of the Review 2001 – Asia’s Leading Companies Award ( 9th Rank

amongst top 10 Indian Companies )

Passion model introduced Achieved OM – One Million productions in one

single year Joy Model launched.



Entrepreneur of the Year Award conferred upon the Chairman, Mr.Brijmohan

Lall by Ernst & Young.

50,00,000th Bike produced ‘Three Leaves Award for Environment’ to Hero

Honda by Centre for Social & Environment Green Rating Project.

Sponsored ‘21st Cinema Express Award’

Sponsored ‘India-England Test Series’

Sponsored ‘First Indian Television Academy Award’

2002

Bike Maker of the Year by Overdrive Magazine

Winner of the Review 200 - Asia’s Leading Companies Award ( 4 th rank

amongst top 10 Indian Companies )

Sponsored ‘India-England Women’s Cricket Series’

Sponsored ‘Hero Honda Masters Gold Championship’

Dawn model introduced

Entrepreneur of the Year Award conferred upon the Chairman, Mr.

Brijmohan Lal by Business Standard

Company of the Year for Corporate Excellence by the Economic Times

Ambition model introduced Giants International Award to the Chairman, Mr.



Brijmohan Lall in the field of Business & Industry Appointed Virender

Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh and Zaheer Khan

as Brand Ambassadors.

Business Leadership Award conferred upon the Chairman, Mr. BrijmohanLall

by Madras Management Association.

Mr. Pawan Munjal, Managing Director of Hero Honda Motors Ltd.

Appointed as the Chairman of Asian PGA Tour Board of Directors.

Sponsored ‘Second Indian Television Academy Award’

2003

Winner of the Review 200 - Asia’s Leading Companies Award (3rd rank amongst the top 10 Indian Companies)

Most Respected Company in Automobile Sector by Business World

Bike Maker of the Year by Overdrive Magazine.



INTERPREATION & ANALYSIS

Table showing Classification of respondents based on their gender:

INTERPRETATION:

The above table shows out of 50 respondents; 84% of respondents are male

and rest of 16% respondents are female.

Gender No of respondents Percentage

changes

Male 42 84%

Female 08 16%

Total 50 100%



INFERENCE:

Majority of hero Honda bike users are male

Graph showing Classification of respondents based on their gender


84%

16%

0%

20%

40%

60%

80%

100%

Perc

enta

ge

Male FemaleGenders

Graph showing classification of respondents based on Genders

Percentage changes


Table showing Classification of respondents based on their age.

Age No of respondents Percentage changes

Below 18 02 04%

18-25 21 42%

26-35 20 40%

36-45 03 06%

46 and above 04 08%

Total 50 100%

INTERPRETATION:

The above table shows that 4% of respondents fall under the age group of

below 18; 42% of respondents fall under the age group 18-25; 40% of



respondents fall under the age group 26-35; 6% of respondents fall under age

group 36-45; and rest i.e. 8% of respondents fall under the age group 46 and

above category

INFERENCE:

Majority of respondents fall under the age group 18-25

Graph showing Classification of respondents based on their age


Graph showing Classification of respondents based on their age

4%

42%

40%

6% 8%Below 18

18-25

26-35

36-45

46 and above


Table showing classification of respondents based on their occupation.

Occupation No of respondents Percentage changes

Private job 14 28%

Govt job 06 12%

Business/self employed 05 10%

Profession 09 18%

Students 16 32%

Total 50 100%



INTERPRETATION:

The above statistical table shows that 28% of respondents fall under the

category private job; and 12% fall under the category government job; 10%

fall under the category business/self-employed; 18% of respondents fall under

profession and rest of respondents i.e. 32% fall under the category students.

INFERENCE:

Majority of respondents fall under the category private job;

Graph showing classification of respondents based on their occupation.


Graph showing classification of respondents based on their occupation.

28%

12%

10%18%

32%

Private job Govt job Business/self employed Profession Students


Table showing classification of respondents based on their monthly income

Particulars No of respondents Percentage changes

Less than 5000 07 14%

5000-10000 07 14%

10000-15000 13 26%

15000 and above 10 20%

Nil 13 26%

Total 50 100%



INTERPRETATION:

The above statistical data shows that 14% of respondents fall under the

income level of less than 5000; 14% of respondents fall under the income

level 5000-10000; 26% of the respondent fall under the income level 10000-

15000; 20% of the respondent fall under the income level 15000 and above

and rest i.e. 26% fall under the income level nil.

INFERENCE:

Majority of the respondent fall under the income level 10000-15000;

Graph showing classification of respondents based on their monthly income


14% 14%

26%20%

26%

0%5%

10%15%20%25%30%

Perc

enta

ge

Lessthan5000

5000-10000

10000-15000

15000and

above

Nil

Graph showing classification of respondents based on their monthly income

Percentage changes


Table showing classification of respondents based on their qualification


S.S.L.C 06 12%

P.U.C 12 24%

U.G 21 42%

P.G 11 22%

TOTAL 50 100%

INTERPRETATION:



The above statistical data shows that 12% of respondents fall under the

qualification level SSLC; 24% fall under the qualification level PUC; 42% fall

under qualification level UG; and rest i.e. 22% fall under qualification level

PG.

INFERENCE:

Majority of bike users fall under qualification level UG; i.e. under graduates

Graph showing classification of respondents based on their qualification


12%24%

42%

22%

0%10%

20%30%40%

50%

Perc

enta

ge

S.S.L.C P.U.C U.G P.G

Qualification

Graph showing classification of respondents based on their qualification

Percentage changes


Table showing classification of respondents based on the influence on their

purchase decisions


Family and friends 20 40%

Dealers 03 06%

Colleagues 07 14%

Advertisements 20 40%

Others 0 0

Total 50 100%



INTERPRETATION:

The above statistical data shows that how respondents came to know about

Hero Honda bikes. 40% of respondents came to know by family and friends;

6% of respondents came to know by dealers; 14% of respondents came to

know by colleagues; 40% of respondents came to know by advertisements.

INFERENCE:

Majority of respondents came to know hero Honda by family and friends and

advertisements

Graph showing classification of respondents based on the influence on their

purchase decisions



Table showing classification of respondents based on their criteria for

selecting bikes


Style 07 14%

Mileage 20 40%

Speed and pickup 15 30%

Price 08 16%

Others 0 00

Total 50 100%

INTERPRETATION:

The above statistical data shows that important criteria used by respondents in

selecting bikes; 14% of respondents use style criteria in selecting bikes; 40%



of respondents use mileage criteria; 30% respondents use speed and pickup

criteria and rest of respondents i.e. 16% respondents price criteria.

INFERENCE:

Majority of respondents use mileage criteria for selecting hero Honda bikes

Graph showing classification of respondents based on their criteria for

selecting bikes


Graph showing classification of respondents based on their criteria for selecting bikes

14%

40%30%

16%

00%10%

20%30%

40%50%

Style Mileage Speed andpickup

Price Others

Criteria

Perc

enta

ge

Percentage changes


Table showing classification of respondents based on their reason for

selecting bikes


Style 09 18%

Mileage 18 36%

Speed and pickup 10 20%

Price 10 20%

Others 03 06%

Total 50 100%

INTERPRETATION:



The above statistical data shows the main reason of respondents in choosing

hero Honda bikes; 18% of respondents use style for choosing hero Honda

bikes; 36% of respondents use mileage; 20% of respondents use speed and

pickup; 10% of respondents use price and rest i.e. 6% use other reasons.

INFERENCE:

Majority of respondents use mileage as main reason in choosing hero Honda

bikes

Graph showing classification of respondents based on their reason for

selecting bikes


Graph showing classification of respondents based on their reason for selecting bikes

18%

36%

20% 20%

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Style Mileage Speedand

pickup

Price Others

Reason

Pe

rce

nta

ge

Percentage changes


Table showing classification of respondents based on their opinion towards

the price of hero Honda bikes


Low 03 06%

Moderate 40 80%

High 05 10%

Higher 02 04%

Total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of respondents towards the price

of the bikes; 6% of respondents think it is low; 80% of respondents think it is



moderate; 10% of respondents think it is high and rest i.e. 4% think it is

higher.

INFERENCE:

Majority of respondents think that the prices of hero Honda is moderate

Graph showing classification of respondents based on their opinion towards

the price of hero Honda bikes

RPA FIRST GRADE COLLEGE 646%

80%

10%4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Low Moderate High Higher

Percentagechanges



style of bikes


Excellent 05 10%

Very good 18 36%

Satisfactory 24 48%

Un Satisfactory 03 06%

Total 50 100%

INTERPRETATION:



The above statistical table shows the opinion of respondents towards the style

of hero Honda bikes. 10% of respondents think it is excellent; 36% of

respondents thinks it is very good; 48% of respondents thinks it is satisfactory

and rest 6% think it is unsatisfactory.

INFERENCE:

Majority of respondents think that the style of hero Honda is satisfactory


style of bikes


Graph showing classification of respondents based on their opinion towards style of bikes

10%

36%48%

6% Excellent

Very good

Satisfactory

Un Satisfactory



mileage of bikes


Excellent 05 10%

Very good 18 36%

Satisfactory 24 48%


Total 50 100%

INTERPRETATION:



The above table shows the opinion of respondents towards mileage of hero

Honda bikes. 10% of respondents think it is excellent; 36% thinks it is very

good; 48% thinks it is satisfactory and rest 06% thinks it is unsatisfactory.

INFERENCE:

Majority of respondents think that the mileage of hero Honda bikes is

satisfactory


mileage of bikes


Graph showing classification of respondents based on their opinion towards mileage of bikes

10%

36%48%

6%Excellent

Very good

Satisfactory

Un Satisfactory



speed/pickup of bikes

Particulars No of respondents Percentage

changes

Excellent 09 18%

Very good 18 36%

Satisfactory 18 36%


Total 50 100%

INTERPRETATION:



The above statistical table shows the opinion of respondents towards the speed

pickup of hero Honda bikes. 18% of respondents think it is excellent; 36% of

respondents think it is very good; 36% of respondents think it is satisfactory

and rest 10% of respondent think it is unsatisfactory.

INFERENCE:

Majority of respondents think that the speed of hero Honda bikes is

satisfactory


speed/pickup of bikes


Graph showing classification of respondents based on their opinion towards speed/pickup of bikes

36%

36%

18%

10%

Excellent

Very good

Satisfactory

Un Satisfactory



color of bikes


Excellent 07 14%

Very good 16 32%

Satisfactory 20 40%


Total 50 100%

INTERPRETATION:



The above statistical table shows the opinion of respondents towards the color

of hero Honda bikes; 14% of respondents think it is excellent; 32% of

respondents think it is very good; 40% of respondents think it is satisfactory;

and rest i.e. 14% of respondents think it is unsatisfactory.

INFERENCE:

Majority of respondents think that the color of hero Honda bikes is

satisfactory


color of bikes


Graph showing classification of respondents based on their opinion towards color of bikes

14%

32%40%

14%0%

10%20%30%40%50%

Per

cen

tag

e

Percentage changes



availability of spare parts of bikes


Very easy 11 22%

Easy 35 70%

Not easy 02 04%

Not available at all 02 04%

Total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of respondents towards the

availability of spare parts of hero Honda bikes. 22% of respondents think it is



very easy; 70% of respondents think it is easy; 4% of respondents think it is

not easy; and rest i.e. 4% of respondents think it is not available at all.

INFERENCE:

Majority of respondents think tat the availability of hero Honda spare parts is

easy


availability of spare parts of bikes


Graph showing classification of respondents based on their opinion towards availability of spare parts

of bikes

22%

70%

4% 4%0%10%20%30%40%50%60%70%80%

Very easy Easy Not easy Notavailable at

all

Pe

rce

nta

ge

Percentage changes



services of hero Honda bikes


Authorized dealers 27 54%

Local garage 09 18%

Authorized service 14 28%

Others 00 00

Total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of respondents towards the

service of their bikes; 54% of respondent service their bike with Authorized



dealer; 18% of respondents with local garage; 28% of respondents service

with the Authorized service center.

INFERENCE:

Majority of respondents service their bike with Authorized dealer.


services of hero Honda bikes


Graph showing classification of respondents based on their opinion towards services of hero Honda bikes

54%

18%

28%0%

Authorized dealers

Local garage

Authorized service

Others



after sale services of hero Honda bikes


Excellent 08 16%

Very good 18 36%

Satisfactory 20 40%


Total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of respondents towards the after

sale service of hero Honda bikes. 10% of respondents think it is excellent;



36% of respondents think it is very good; 40% of respondents think it is

satisfactory; 08% of respondents think it is unsatisfactory.

INFERENCE:

Majority of respondents think that the after sale service of hero Honda bikes is

satisfactory


after sale services of hero Honda bikes


16%

36%40%

8%

0%

10%

20%

30%

40%

Pe

rce

nta

ge

Excellent Very good Satisfactory UnSatisfactory

Graph showing classification of respondents based on their opinion towards after sale services of hero Honda bikes


Table showing classification of respondents based on their opinion about the

best competitor of hero Honda bikes


TVS 11 22%

Yamaha 05 10%

Bajaj 31 62%

Others 03 06%

Total 50 100%

INTERPRETATION:

The above statistical data shows the opinion of the respondents about the

better competitor of hero Honda bikes. 22% of respondents think T.V.S as



their better competitor; 10% of respondents think it is Yamaha; 62% of

respondents think it is Bajaj; and rest of respondents i.e. 06% think it is others.

INFERENCE:

Majority of respondents think bajaj as the best competitor of hero Honda

Graph showing classification of respondents based on their opinion about the

best competitor of hero Honda bikes


TVS Yamaha Bajaj Others

Percentagechanges

22%10%

62%

6%0%

20%

40%

60%

80%

Competitors

Graph showing classification of respondents based on their opinion about the best competitor of hero Honda

bikes


Table showing classification of respondents based on their mode of Payment


Down payment 36 72%

Exchange offer 03 06%

Installment 11 22%

Total 50 100%

INTERPRETATION:

The above statistical table shows how the respondents prefer payments. 72%

of respondents prefer down payment; 06% of respondents prefer exchange

offer;11% of respondents prefer installment.



INFERENCE:

Majority of respondents prefer down payment as their mode of payment in

selecting bikes

Graph showing classification of respondents based on their mode of Payment


Graph showing classification of respondents based on their mode of Payment

72%

6%

22%

Down payment

Exchange offer

Installment



worthiness of bikes


Strongly agree 08 16%

Agree 41 82%

Disagree 01 02%

Strongly disagree 00 00

Total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of the respondents towards the

worthiness of their bikes. 16% of respondents strongly agree their bikes are



worth enough; 82% of respondents agree; 02% of respondents disagree; and

rest 0% strongly disagrees.

INFERENCE:

Majority of respondents agree that their bikes are worth enough


worthiness of bikes


Graph showing classification of respondents based on their opinion towards worthiness of bikes

16%

82%

2% 00%

20%

40%

60%

80%

100%

Stronglyagree

Agree Disagree Stronglydisagree

Worthiness

Pe

rce

nta

ge

Percentagechanges


Table showing classification of respondents based on their opinion about road

grip of bikes


Excellent 08 16%

Very good 15 30%

Satisfactory 18 36%


Total 50 100%

INTERPRETATION:



The above statistical table shows the opinion of respondents towards the road

grip of bikes. 16% of respondents think it is excellent; 30% of respondents

think it is very good; 36% respondents think it is satisfactory; rest 18% of

respondents think it is unsatisfactory.

INFERENCE:

Majority of respondents think that the road grip of hero Honda bikes is

satisfactory

Graph showing classification of respondents based on their opinion about road

grip of bikes


Graph showing classification of respondents based on their opinion about road grip of bikes

16%

30%

36%

18%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Excellent Very good Satisfactory UnSatisfactoryPercentage

changes


Table showing classification of respondents based on their opinion regarding

further alterations


Battery charger 09 18%

Storage space 05 10%

Road grip 24 48%

Spoked wheels 06 12%

others 06 12%

total 50 100%

INTERPRETATION:

The above statistical table shows the opinion of respondents regarding to their

alternations of bikes. 36% of respondents think to have battery charges; 10%



of respondents think to have storage space; 48% of respondents thinks to have

road grip; 12% of respondents would like to have spoke wheels; rest of

respondents i.e. 12% would like to have other alternations.

INFERENCE:

Majority of respondents prefer to have road grip as further alterations in their

bikes

Graph showing classification of respondents based on their opinion regarding

further alterations


18%

10%

48%

12% 12%

0%5%

10%15%20%25%30%35%40%45%50%

Pe

rce

nta

ge

Batterycharger

Storagespace

Road grip Spokedwheels

others

Alterations

Graph showing classification of respondents based on their opinion regarding further alterations

Percentage changes


SUMMARY AND FINDINGS

It is found that HERO HONDA Bikes are basically meant for men. But

they have also introduced bike hero Honda pleasure for women users.

Most of the hero Honda bike users fall under the age group of 18 to 35

and usually are students and private jobholders.

It is noticed that people with monthly income of 100000 and above are

financially affordable to make a purchase of hero Honda bikes students

are exceptional.

It’s found that most of the hero Honda bike users are well educated.



Most of the hero Honda bike users purchase decisions as got the

influence of family and friends and advertisements.

Mileage speed pick up are the criteria’s used by most of the bike

purchasers when compare to other attributes of the bikes.

Most of the hero Honda bike users think that the prices of hero Honda

bike are set moderate.

It is noticed that the respondents have given the tag of “satisfactory and

very good towards various. Attributes like styling speed and picking up,

mileage and coloring of availability and also after sale services.

It is also found that spare parts of hero Honda bikes are easily available

to the customers/brokers.

Most of the bike users get their vehicle serviced in authorized service

and authorized dealer.

BAJAJ & TVS are found to be healthy competitors of hero Honda

bikes.

The mode of payment/purchase of the bikes is based on down payment

basis.



Hero Honda bike users: agree that using hero Honda bikes is worthy.

But they also except few alternations in the bike. Regarding, storage

space, battery charger, road grip, spooked wheel’s the like.

SUGGESTIONS AND CONCLUSIONS

Company should give more importance with regard to their dealers by

providing them all the facilities and supports they except because,

dealers are the important intermediaries who play vital role in pushing

the products to customers.

Company should provide good incentives and discounts in order to

support the effects of dealers.

After sale service is an important factor customer looks for at the timing

of buying a bike. The customer will definitely look for the dealer after

sale service so, the company and dealers should take initiative to

appoint more quality service persons.



The company should continue their advertising strategies in the forms

of showroom displays, through magazines, newspaper etc. this will

enhance better sales and improvement of the customers. Because most

of them place their decisions based on advertisement.

It is suggested to the company that slight modification is required to the

existing bikes with regard to the various attributes expected by the

customers like storage space, road grip, battery charger, and spoked

wheels

It is recommended that if the company targets more on students and

private jobholders in Bangalore city, sale of its bike can be increased.

CONCLUSIONS

After the careful analysis made with regard to CUSTOMER

SATISFACAION and MARKETING STRATEGY OF HERO HONDA

bikes, it can be concluded that hero Honda bike user are very much pleased

about the bikes. It was found that most of the users at various occupational



level are satisfied by the existing attributes of the bike with a slight

alternations made to it. The special features on the basis of which purchase of

bikes made are mileages, speed and pick up and moderate price.

The current marketing strategy is effective in satisfying the customers. But

there is a need for modification. In the marketing element of the product with

regard to attachments of additional attributes like battery charger, storage

space, road grip, spooked wheels and the like.

Annexure

Dear Sir / Madam,

I Jaideep a student of final year B.B.M at Ramanashree Academy

of Management Studies and I am doing a survey on the customer

satisfaction for Hero Honda Bikes, as a part of my project. I request you

to kindly fill this questionnaire and help me in my work. The information

so collected will be used for a academic purposes and kept confidential.

Personal information

1) Name:-

2) GENDER:

a) Male [ ] b) Female [ ]RPA FIRST GRADE COLLEGE 93


3) AGE IN YEARS:

a) Below 18 years [ ] b) 18 – 25 years [ ]

c) 26 – 35 years [ ] d) 36 –45 years [ ]

e) Above 46 years

4) OCCUPATION:

a)Private job [ ] b) Govt. job [ ]

c) Business/self employed [ ]

d) Profession [ ] e) Student [ ]

f) Others (if any please specify)

5) QUALIFICATION:

a) SSLC [ ] b) PUC [ ]

c) Under graduate [ ] d) Post graduate [ ]

6) MONTHLY FAMILY INCOME:

a) Below Rs/- 5000 [ ] b) Rs/- 5000-10000 [ ]

c) Rs/-10000 – 15000 [ ] d) Rs/- 15000 & above [ ]

e) Nil [ ]



Questions relating to objective of study

7) How did you come to know about Hero Honda Bikes?

a) Family & friends [ ] b) Dealers [ ]

c) Colleagues [ ] d) Advertisements [ ]


8) Which is most important criteria used by you in selecting Bikes?

a) Style [ ] b) Mileage [ ]

c) Speed & Pick up [ ] d) Price [ ]


9) What is the main reason for choosing Hero Honda Bikes?

a) Style [ ] b) Mileage [ ]

c) Speed & Pick up [ ] d) Price [ ]


10) What is your opinion about the price of the vehicle?

a) Low [ ] b) Moderate [ ]

c) High [ ] d) Higher [ ]

11) What is your opinion about the Style of the vehicle?



a) Excellent [ ] b) Very good [ ]

c) Satisfactory [ ] d) Unsatisfactory [ ]

12) What is your opinion about the Mileage of the vehicle?



13) What is your opinion about the Speed & pick up of the vehicle?



14) What is your opinion about the Color of the vehicle?



15) What do you think of availability of spare parts of Hero Honda

Bikes?

a) Very easy [ ] b) Easy [ ]

c) Not easy [ ] d) Not available at all [ ]

16) Where do you service your Bike?

a)Authorized dealer [ ] b) Local garage [ ]

b) Authorized service [ ]

d) Others (if any please specify)

17) What is your opinion about after sales service of Hero Honda Bikes?





18) Whom do you think is better competitor of Hero Honda Bikes?

a) TVS [ ] b) Yamaha [ ]

b) Bajaj [ ]

d) ) Others (if any please specify

19) What is the mode of payment you have preferred?

a) Down payment [ ] b) Exchange offer [ ]

c) Installment [ ]

20) Is the vehicle worth being purchased?

a) Strongly agree [ ] b) Agree [ ]

c) Disagree [ ] d) Strongly disagree [ ]

21) What is your opinion about the road grip of Hero Honda Bikes?



22) Would you like to go for further alterations with regard to

a) Battery charger [ ] b) Storage space [ ]

c) Road grip d) Spooked wheels [ ]



23) Suggestions for improvement of the Bikes

Bibliography

TEXT BOOKS:

Marketing management by PHILIP KOTLER

Little book of Marketing management by A SHANKAR NAG

Essentials of Marketing management by S.A SHERLAKER

Essentials of Marketing management by P.N. REDDY APPANAIAH

MAGAZINES:

THE WEEK

OVER DRIVE



AUTO CAR

WEBSITES:

www.herohonda.com

www.google.com

www.overdrive.com


http://www.overdrive.com/

http://www.google.com/

http://www.herohonda.com/

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