CHAPTER-1

INTRODUCTION

1

INTRODUCTION

Distribution (business)

Physical distribution (or place) is one of the four elements of the

marketing mix . An organization or set of organizations (go-betweens)

involved in the process of making a product or service available for use

or consumption by a consumer or business user.

The other three parts of the marketing mix are product , pricing , and

promotion .

The distribution channel

Chain of intermediaries, each passing the product down the chain to the

next organization, before it finally reaches the consumer or end-user.. . .

This process is known as the 'distribution chain' or the 'channel. ' Each of

the elements in these chains will have their own specific needs, which

the producer must take into account, along with those of the all-

important end-user.

Channels

A number of alternate 'channels' of distribution may be available:

Distributor , who sells to retailers

Retailer (also called dealer or reseller ), who sells to end

customers

Advertisement typically used for consumption goods

Distribution channels may not be restricted to physical products alone.

They may be just as important for moving a service from producer to

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consumer in certain sectors, since both direct and indirect channels may

be used. Hotels, for example, may sell their services (typically rooms)

directly or through travel agents, tour operators, airlines, tourist boards,

centralized reservation systems, etc.

There have also been some innovations in the distribution of services.

For example, there has been an increase in franchising and in rental

services - the latter offering anything from televisions through tools.

There has also been some evidence of service integration, with services

linking together, particularly in the travel and tourism sectors. For

example, links now exist between airlines, hotels and car rental services.

In addition, there has been a significant increase in retail outlets for the

service sector. Outlets such as estate agencies and building society

offices are crowding out traditional grocers from major shopping areas.

Channel decisions

Channel strategy

o Gravity

o Push and Pull strategy

Product (or service)<>Cost<>Consumer location

Managerial concerns

The channel decision is very important. In theory at least, there is a form

of trade-off: the cost of using intermediaries to achieve wider

distribution is supposedly lower. Indeed, most consumer goods

manufacturers could never justify the cost of selling direct to their

consumers, except by mail order. Many suppliers seem to assume that

once their product has been sold into the channel, into the beginning of

the distribution chain, their job is finished. Yet that distribution chain is

merely assuming a part of the supplier 's responsibility; and, if they have

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any aspirations to be market-oriented, their job should really be extended

to managing all the processes involved in that chain, until the product or

service arrives with the end-user. This may involve a number of

decisions on the part of the supplier:

Channel membership

Channel motivation

Monitoring and managing channels

Type of marketing channel

1. Intensive distribution - Where the majority of resellers stock the

'product ' (with convenience products, for example, and particularly

the brand leaders in consumer goods markets) price competition

may be evident.

2. Selective distribution - This is the normal pattern (in both

consumer and industrial markets) where 'suitable' resellers stock

the product.

3. Exclusive distribution - Only specially selected resellers or

authorized dealers (typically only one per geographical area) are

allowed to sell the 'product ' .

Channel motivation

It is difficult enough to motivate direct employees to provide the

necessary sales and service support. Motivating the owners and

employees of the independent organizations in a distribution chain

requires even greater effort. There are many devices for achieving such

motivation. Perhaps the most usual is `incentive': the supplier offers a

better margin, to tempt the owners in the channel to push the product

rather than its competitors; or compensation is offered to the

distributors' sales personnel, so that they are tempted to push the

product. Dent defines this incentive as a Channel Value Proposition or

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business case, with which the supplier sells the channel member on the

commercial merits of doing business together. He describes this as

selling business models not products.

Monitoring and managing channels

In much the same way that the organization's own sales and distribution

activities need to be monitored and managed, so will those of the

distribution chain.

In practice, many organizations use a mix of different channels; in

particular, they may complement a direct sales force, calling on the

larger accounts, with agents, covering the smaller customers and

prospects. these channels show marketing strategies of an organization.

Effective management of distribution channel requires making and

implementing decision in these areas. 1-Recruiting 2-Training 3-

Motivating 4-Servicing 5-Compensating 6-Evaluating and replacing

channel members.

NEED FOR THE STUDY

Consumer satisfaction is the most important objective for any

manufacturing concern to successfully market its products. Penna has

from gradually and would want to take a stock of the satisfaction level of

consumers and define areas where possible improvement may be made.

The research work has been therefore selected in this area.

The company which produces products doesn’t give life to sustain

in competition without sales of products. So sales are important function

of the manufacturing company to get profits. Through sales only wealth

maximization if possible.

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Distributions are also one of the important functions in marketing.

Through distribution only one company can sell its products. Here the

distribution channels contain the dealers. Who are very near to the

customers and act as middlemen between the organizations. So there is a

need to study sales and distribute on strategies.

Distribution system includes distribution channels. Which are sets

of independent organizations involves in the process of making a product

(or) a service available for the consumption. Distribution network is

necessary for smooth flow of goods.

SCOPE OF THE STUDY

The study aims to measure satisfaction level of the dealers

regarding Tata Motors Limited . The area within which the study was

conducted regarding the information the primary data is collected in the

form of questionnaire collected from the dealers in Rangareddy district.

To sum up the project had within the scope of the study in the area of

“EFFECTIVENESS of SALES and DISTRIBUTION CHANNEL” of Tata

Motors Limited dealers in Rangareddy district for a particular time

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OBJECTIVES OF THE STUDY

Primary objective:

To assess the role of dealers in Tata Motors Limited .

Secondary objective :

1. To assess the channel effectiveness in Tata Motors Limited .

2. To find dealers opinion on various issues of the present market

situation and furthering (strengthening) channel effectiveness.

3. To offer suggestion in building effective channel strategy to Tata

Motors Limited

METHODOLOGY OF STUDY:

In view of the objectives of the study, an exploratory design

has been adopted. Further the researcher also touched the descriptive

researcher design and causal analysis to relate between different

variables. Exploratory research is one which largely interprets the

available information on the study and it lays emphasis on the analysis

and interpretation of the exiting and available information. This research

is generally useful when we use the information collected from three

sources, viz., study of secondary sources, discussion with individuals

and analyzing the some specific case.

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Sources of Data:

To perform the Research study by Researcher, the sources of data

obtained are:

Primary Data:

This data is obtained by interacting and interviewing the dealers

in Rangareddy district.

Secondary Data:

This data is obtained directly from the company in the form of

broachers, charts, diagrams, document and other forms.

Data Collection Tool:

Questionnaire:

This is one of the data collection tools. It is quite popular

particularly in case big enquires. It is being adopted by private

individuals, research worker, private and public organization and even

government. In this method, a questionnaire is issued to the persons

concerned with a request to answer the questions and return the

questionnaire. A questionnaire consists of number of questions printed or

typed in a definite order or a form or set of forms.

The researcher used the structured questionnaire in which the questions

were:

Open-ended questions

Close-ended questions

Dichotomous questions

Multiple choice questions

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Sampling Design

The researcher has done his research study on the dealers of Kesoram

Cement to know their present satisfaction and expectation from this

brand. The researcher selected the dealers of Kesoram Cement at

Rangareddy district for his research study.

Sampling Plan

Sample size: Sample size consists of 100 dealers.

Sampling unit: The Sampling unit includes all the dealers of Tata

Motors Limited products present in Rangareddy District.

Sampling method: For collecting information from dealers, non-

probabilistic simple random sampling method is used.

Tools of analysis:

The data collected trough survey has been carefully and

meaningfully analyzed by using well established statistical tool and

techniques. Important statistical technique is percentage method.

Hypothesis:

Hypothesis is a part of research that enables the researcher to

predict about the future based on the present trend. It is very much

essential in any research activity to develop the policies for a better

working of the system. Based on the above concept, the hypothesis for

the study developed by the researcher at the various stages of analysis.

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Limitations of the study:

The selected sample members are conspicuous and inconspicuous in

nature. So, there is chance to arise some errors in the courts of survey.

The errors may be as follows:

Respondents may not disclose the right information, because the

researcher is very stranger to them.

Respondents may give pleasing answers to the researchers even though it

is not correct from the prospective.

The perceptional values like status, not-disclosure of the correct

information and difficulty in expressing their personal feeling to an

unknown researcher can bring wrong opinion poll ton filling the

questionnaire.

Since, the sample size is small; a perfect mix of the respondents may not

be available for the researcher to conduct the opinion survey.

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CHAPTER-II

INDUSTRY PROFILE

&

COMPANY PROFILE

11

Automobile industry in India

The automobile industry in India is the ninth largest in the world with an

annual production of over 2.3 million units in 2008 In 2009, India

emerged as Asia's fourth largest exporter of automobiles, behind Japan,

South Korea and Thailand.

Following economic liberalization in India in 1991, the Indian

automotive industry has demonstrated sustained growth as a result of

increased competitiveness and relaxed restrictions. Several Indian

automobile manufacturers such as Tata Motors , Maruti Suzuki and

Mahindra and Mahindra , expanded their domestic and international

operations. India's robust economic growth led to the further expansion

of its domestic automobile market which attracted significant India-

specific investment by multinational automobile manufacturers. In

February 2009, monthly sales of passenger cars in India exceeded

100,000 units.

bryonic automotive industry emerged in India in the 1940s. Following

the independence , in 1947, the Government of India and the private

sector launched efforts to create an automotive component manufacturing

industry to supply to the automobile industry. However, the growth was

relatively slow in the 1950s and 1960s due to nationalization and the

license raj which hampered the Indian private sector. After 1970, the

automotive industry started to grow, but the growth was mainly driven

by tractors, commercial vehicles and scooters. Cars were still a major

luxury. Japanese manufacturers entered the Indian market ultimately

leading to the establishment of Maruti Udyog . A number of foreign firms

initiated joint ventures with Indian companies.

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In the 1980s, a number of Japanese manufacturers launched joint-

ventures for building motorcycles and light commercial-vehicles. It was

at this time that the Indian government chose Suzuki for its joint-venture

to manufacture small cars. Following the economic liberalization in 1991

and the gradual weakening of the license raj, a number of Indian and

multi-national car companies launched operations. Since then,

automotive component and automobile manufacturing growth has

accelerated to meet domestic and export demands.

History

Germany

The petrol engined automobile was invented in Germany by Karl Benz .

Furthermore, the four-stroke internal combustion engine used in most

automobiles worldwide today was invented by Nikolaus Otto in

Germany. In addition, the diesel engine was also invented by German

Rudolf Diesel .

Germany is famous for the high-performance and high-quality sports cars

made by Porsche , and the cars of Mercedes, Audi and BMW are famous

for their quality and technological innovation. Daimler-Benz 's

predecessor Daimler-Motoren-Gesellschaft was the industry's oldest

firm, Daimler-Benz company dates from 1926. In 1998, it bought the

American automobile manufacturer Chrysler , then sold out in 2007 at a

heavy loss, as it never managed to bring the division to long term

profitability.

In the popular market, Opel and Volkswagen are most well known. Opel

was a bicycle company that started making cars in 1898; General Motors

bought it out in 1929, but the Nazi government took control, and GM

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wrote off its entire investment. In 1948, GM returned and restored the

Opel brand. Volkswagen is dominant in the popular market; it purchased

Audi in 1964, which eventually lead to the formation of today's

Volkswagen Group . Volkswagen's most famous car was the small, beetle-

shaped economical "people's car", with a rear-mounted, air-cooled

engine. It was designed in the 1930s by Ferdinand Porsche upon orders

from Adolf Hitler , who was himself a car enthusiast. However,

production models only appeared after the war; until then, only rich

Germans had automobiles. By 1950, Volkswagen was the largest German

automobile producer. Today, the Group is one of the three biggest

automotive companies in the world, and the largest in Europe; and is now

part-owned by Porsche Automobil Holding SE . In the meantime, ten

different car manufacturers belong to the multicorporate enterprise:

Porsche AG, Volkswagen, Audi AG, Bugatti Automobiles SAS ,

Automobili Lamborghini S.p.A. , Bentley Motors Limited , Škoda Auto ,

SEAT, S.A. , along with truck makers MAN AG and Scania AB .

Germany is famous for its upscale saloons . They feature advanced

suspension systems that provide both a soft ride, and good handling

characteristics. Many manufacturers limit their automobiles

electronically to driving speeds of 250  kilometres per hour (155 mph ) for

safety reasons. For factory-tuned models like Mercedes-AMG from

Mercedes Benz, Audi RS from quattro GmbH , and BMW M from BMW

M GmbH, for an additional payment, it is possible to derestrict their top

speed, so that the fastest models easily reach more than 300  kilometres

per hour (186 mph).

India

India holds the best potential to become a hub for manufacturing cars

and will be the largest manufacturer of cars as stated by visionaries like

Jeremy Clarkson. Some statistical data revealed that this could show a

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growth in Indian economy by 46.5%. An embryonic automotive industry

started in India in the 1940s. However, for the next 50 years, the growth

of the industry was hobbled by the Socialist policies and the bureaucratic

hurdles of the license raj . Following economic liberalisation in India

from 1991, and the gradual easing of restrictions on industry, India has

seen a dynamic 17% annual growth in automobile production and 30%

annual growth in exports of automotive components and automobiles.

India produces around 2 million automobiles currently. The Largest

automotive companies in India are Maruti Suzuki, Hyundai Motor India,

Tata Motors and Mahindra & Mahindra . Total turnover of the Indian

automobile industry is expected to grow from USD 34 Billion in 2006 to

USD 122 Billion in 2016. Tata Motors has just launched Tata Nano , the

cheapest car in the world at USD 2200. Foreign auto companies with

assembly plants in India include, General Motors , Ford , Hyundai , Honda ,

Suzuki , Nissan , Toyota , Volkswagen , Audi , Škoda , BMW , Fiat and

Mercedes Benz . Recently India has overtaken China in global auto

exports of compact car this year . Suzuki Motor Corp, Hyundai Motor

Co, and Nissan Motor Co are making India their manufacturing hub for

small cars.

Japan

Japan, with its large population squeezed into very high density cities

with good public transit, has limited roadways that carry very heavy

traffic. Hence, most automobiles are small in terms of size and weight.

From a humble beginning, Japan is now the largest auto manufacturing

country in the world. Nissan began making trucks in 1914, and sold cars

under the Datsun brand until i t switched to Nissan in the 1980s. It

opened its first U.S. plant in Tennessee in the early 1980s, and a U.K.

plant in 1986. In the North American markets, its luxury models carry

the brand Infiniti . Honda , which began with motorcycles, emerged after

World War II. In the North American markets, its luxury vehicles are

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sold under the Acura brand. Mazda was the only successful auto

company to incorperate the unique rotary engine starting with the RX

series, later the company was partly bought by Ford during which time

vehicles such as the mx series, 323, 626, 929, as well as the B series

trucks were joint built with Ford, it wasn't until late '99 Mazda had

bought back its sold shares from Ford, current models such as the Mazda

3 have little to none ties with Ford. Toyota began making cars in the

1936s, and is now the world's largest producer. The Toyota Corolla is the

world's best selling nameplate. Its luxury models carry the Lexus brand.

Toyota is famous for its innovative, quality-conscious management style,

and its hybrid gas-electric vehicles, especially the Prius , which was

launched in 1997. In the early days of 2010 Toyota was held accountable

for many safety failures that had become a new calling card for the

brand. This culminated in a visit of the operating boss to speak before

congress. Other major companies include Subaru , Mitsubishi , Mazda ,

Daihatsu , Suzuki , and Isuzu . Japan's production of cars increased from

3.179 million to 7.038 million between 1970 and 1980, while demand for

larger American cars was disastrously falling. Japanese cars are often

credited with superior reliability and dependability, efficiency, and

advanced technology.

FURTHER DEVELOPMENTS:

Most of the developments during the early phase concentrated on three

and four-wheeled design since it was complex enough to get the

machines running with out having to worry about them falling over. The

next notable two-wheeler though was the Hildebrand & Wolf Mueller,

patented in Munich in 1894. In 1895, the French firm of DeDion-button

built and engine that was to make the mass production and common use

of motorcycle possible. The first motorcycle with electric start and a

fully modem electrical system; the Hence special from the Indian

Motorcycle Company astounded the industry in 1931. Before World War

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1, IMC was the largest motorcycle manufacturer in the world producing

over 20000 bikes per year.

INCREASING POPULARITY:

The popularity of the vehicle grew especially after 1910, in 1916;

the Indian motorcycle company introduced the model H racer, and placed

it on sale. During World War 1, all branches of the armed forces in

Europe used motorcycles principally for dispatching. After the war, it

enjoyed a sport vogue until the Great Depression began in motorcycles

lasted into the late 20 t h century; weight the vehicle being used for high-

speed touring and sport competitions. The more sophisticated of a 125cc

model. Since then, an increasing number of powerful bikes have blazed

the roads.

Indian automobile companies

Notable Indian automobile manufacturers

Ashok Leyland

Chinkara Motors : Beachster, Hammer, Roadster 1.8S , Rockster,

Jeepster , Sailster.

Force Motors

Hindustan Motors : Ambassador .

Mahindra : Major , Xylo , Scorpio .

Maruti Suzuki : 800 , Alto , WagonR , Estilo , AStar , Ritz , Swift ,

Swift DZire , SX4 , Omni , Versa , Gypsy

Premier : Sigma , Roadster , RiO .

San Motors : Storm

TATA Motors : Nano , Indica , Indigo , Sumo , Safari , TL .Aria

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Electric car companies in India

Ajanta Group

Mahindra

Hero Electric REVA

Tara International

TOYOTA Motors

Notable Multi-national automobile manufacturers

Locally manufactured Automobiles of Multi-national Companies

Audi : A4 , A6 .

BMW : 3 Series , 5 Series .

Chevrolet : Spark , Beat , Aveo U-VA , Aveo , Optra , Cruze , Tavera .

Fiat : Palio , Grande Punto , Linea .

Ford : Ikon , Fiesta , Fusion , Endeavour , Figo

Honda : Jazz , City , Civic , Accord .

Hyundai : Santro , i10 , Getz , i20 , Accent , Verna , Hyundai , Sonata .

Mercedes-Benz : C-Class , E-Class

Mitsubishi : Lancer , Lancer Cedia .

Nissan : Micra

Renault : Logan

Škoda : Fabia , Octavia , Laura .

Toyota : Corolla , Innova , Fortuner

Volkswagen : Jetta , Passat , Polo .

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Cars sold in India as CBU (Completely Built Units)

Audi : A8 , TT , R8 , Q5 , Q7 .

Bentley : Arnage , Azure , Brooklands , Continental GT , Continental

Flying Spur , Mulsanne .

BMW : 6 Series , 7 Series , X3 , X5 , X6 , M3 , M5 , M6 and Z4 .

Chevrolet : Captiva

Fiat : Nuova 500 .

Honda : Civic Hybrid , CR-V .

Hyundai : Santa Fe .

Jaguar : XF , XJ , XK .

Lamborghini : Gallardo , Murciélago .

Land Rover : Range Rover , Range Rover Sport , Discovery 4 ,

Freelander 2 .

Maybach : 57 and 62 .

Mercedes-Benz : CL-Class , CLS-Class , S-Class , SL-Class , SLK-

Class , M-Class , Viano .

Mitsubishi : Pajero , Montero , Outlander .

Nissan : Teana , X-Trail , 307Z .

Porsche : 911 , Boxter , Panamera , Cayman , Cayenne .

Rolls Royce : Ghost , Phantom , Phantom Coupé , Phantom Drophead

Coupé .

Škoda : Superb .

Suzuki : Grand Vitara .

Toyota : Camry , Land Cruiser , Land Cruiser Prado , Prius .

Volkswagen : Beetle , Touareg .

Volvo : S80 , XC90 .

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COMPANY PROFILE

20

COMPANY PROFILE

Tata Motors Limited is India's largest automobile company, with

revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the

leader by far in commercial vehicles in each segment, and the second

largest in the passenger vehicles market with winning products in the

compact, midsize car and utility vehicle segments. The company is the

world's fifth largest medium and heavy commercial vehicle

manufacturer, and the world's second largest medium and heavy bus

manufacturer.

The company's 22,000 employees are guided by the vision to be

"best in the manner in which we operate, best in the products we deliver,

and best in our value system and ethics." Tata Motors helps its

employees realise their potential through innovative HR practices. The

company's goal is to empower and provide employees with dynamic

career paths in congruence with corporate objectives. All-round potential

development and performance improvement is ensured by regular in-

house and external training. The company has won several awards

recognising its training programmes.

Established in 1945, Tata Motors' presence indeed cuts across the

length and breadth of India. Over 4 million Tata vehicles ply on Indian

roads, since the first rolled out in 1954. The company's manufacturing

base is spread across India - Jamshedpur (Jharkhand) in the east, Pune

(Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh)

and Pantnagar (Uttarakhand). A new plant is being set up in Singur

(close to Kolkata in West Bengal) to manufacture the company's small

car. The nation-wide dealership, sales, services and spare parts network

comprises over 2,000 touch points. The company also has a strong auto

finance operation, TML Financial Services Limited, supporting

customers to purchase Tata Motors vehicles.

Tata Motors, the first company from India's engineering sector to

be listed in the New York Stock Exchange (September 2004), has also

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emerged as an international automobile company. In 2004, it acquired

the Daewoo Commercial Vehicles Company, Korea's second largest truck

maker. The rechristened Tata Daewoo Commercial Vehicles Company

has launched several new products in the Korean market, while also

exporting these products to several international markets. Today two-

thirds of heavy commercial vehicle exports out of South Korea are from

Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano

Carrocera, a reputed Spanish bus and coach manufacturer, with an option

to acquire the remaining stake as well. Hispano's presence is being

expanded in other markets. In 2006, it formed a joint venture with the

Brazil-based Marcopolo, a global leader in body-building for buses and

coaches to manufacture fully-built buses and coaches for India and select

international markets. Tata Motors also entered into a joint venture in

2006 with Thonburi Automotive Assembly Plant Company of Thailand to

manufacture and market the company's pickup vehicles in Thailand. In

2006, Tata Motors and Fiat Auto formed an industrial joint venture at

Ranjangaon (near Pune in Maharashtra, India) to produce both Fiat and

Tata cars and Fiat powertrains for the Indian and overseas markets; Tata

Motors already distributes and markets Fiat branded cars in India. In

2007, Tata Motors and Fiat Auto entered into an agreement for a Tata

license to build a pick-up vehicle bearing the Fiat nameplate at Fiat

Group Automobiles' Plant at Córdoba, Argentina. The pick-up will be

sold in South and Central America and select European markets.

These linkages will further extend Tata Motors' international

footprint, established through exports since 1961. While currently about

18% of its revenues are from international business, the company's

objective is to expand its international business, both through organic

and inorganic growth routes. The company's commercial and passenger

vehicles are already being marketed in several countries in Europe,

Africa, the Middle East, Australia, South East Asia and South Asia. It

22

has assembly operations in Malaysia, Kenya, Bangladesh, Ukraine,

Russia and Senegal.

The foundation of the company’s growth is a deep understanding

of economic stimuli and customer needs, and the ability to translate them

into customer-desired offerings through leading edge R&D. The R&D

establishment includes a team of 1400 scientists and engineers. The

company's Engineering Research Centre was established in 1966, and has

facilities in Pune, Jamshedpur and Lucknow. The ERC has enabled

pioneering technologies and products. It was Tata Motors, which

developed the first indigenously developed Light Commercial Vehicle,

India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's

first fully indigenous passenger car. Within two years of launch, Tata

Indica became India's largest selling car in its segment. The ERC in

Pune, among whose facilities are India's only certified crash-test facility

and hemi-anechoic chamber for testing of noise and vibration, has

received several awards from the Government of India. Some of the more

prominent amongst them are the National Award for Research and

Development Efforts in Industry in the Mechanical Engineering

Industries sector in 1999, the National Award for Successful

Commercialization of Indigenous Technology by an Industrial Concern

in 2000, and the CSIR Diamond Jubilee Technology Award in 2004.

The company set up the Tata Motors European Technical Centre

(TMETC) in 2005 in the UK. TMETC is engaged in design engineering

and development of products, supporting Tata Motors' skill sets. Tata

Daewoo Commercial Vehicle Company and Hispano Carrocera also have

R&D establishments at Gunsan in South Korea and Zaragoza in Spain.

The pace of new product development has quickened through an

organization-wide structured New Product Introduction (NPI) process.

The process with its formal structure for introducing new vehicles in the

market, brings in greater discipline in project execution. The NPI

process helped Tata Motors create a new segment, in 2005, by launching

23

the Tata Ace, India’s first indigenously developed mini-truck. The years

to come will see the introduction of several other innovative vehicles, all

rooted in emerging customer needs. Besides product development, R&D

is also focusing on environment-friendly technologies in emissions and

alternative fuels.

Through its subsidiaries, the company is engaged in engineering

and automotive solutions, construction equipment manufacturing,

automotive vehicle components manufacturing and supply chain

activities, machine tools and factory automation solutions, high-

precision tooling and plastic and electronic components for automotive

and computer applications, and automotive retailing and service

operations.

True to the tradition of the Tata Group, Tata Motors is committed

in letter and spirit to Corporate Social Responsibility. It is a signatory to

the United Nations Global Compact, and is engaged in community and

social initiatives on labour and environment standards in compliance

with the principles of the Global Compact. In accordance with this, it

plays an active role in community development, serving rural

communities adjacent to its manufacturing locations.

With the foundation of its rich heritage, Tata Motors today is

etching a refulgent future.

ABOUT US

Powered by a pioneering spirit and a chain of constant

innovations for over 50 years, Tata Motors Limited (TML) has redefined

the art of building motor vehicles. Today, Tata Motors Limited is the

sixth largest medium and heavy commercial vehicle manufacturer in the

world, with a significant presence in Asia, Europe, Africa and Latin

America.

World-class auto components are the backbone of all world-class

24

vehicles. Keeping this in mind, Tata Motors Limited has collaborated

with major players in the Auto Industry. The Joint Venture with

Cummins, associations with companies like Johnson Controls, Toyo

Radiators, Chuo Springs, Ficosa, Yazaki, Yutaka-Giken, Sungwoo

Hitech, Owens Coring, Knorr-Bremse, Farurecia and Menzolit Fibron,

reaffirm Tata Motors commitment to delivering higher productivity and

profitability to the transportationindustry.

Tata Motors Limited marked its emergence as a strong multi-

national player with the acquisition of the Daewoo Commercial Vehicles

Plant in March 2004. The robotized factory at Gunsan in South Korea,

bus-body manufacturing plants in Ukraine and South Africa and

assembly plants in Bangladesh and Malaysia, are testimony to the strong

presence of Tata Motors Limited across the world.

The Company also gained enhanced credibility as a global

powerhouse when the Government of Senegal approached Tata Motors

Limited for technological assistance in setting up a bus-body plant at

Thies.

Right from the earliest trucks that helped move goods around the

country, to chassis for buses that virtually form the backbone of the

Indian public transport system today, Tata vehicles have, quite literally,

moved the nation ahead. Tata Motors is India's only fully integrated

automobile manufacturer with a portfolio that covers trucks, buses,

utility vehicles and passenger cars. With over 3 million

Green Matters:

Tata Motors, a Company that cares about the future... True to the tradition of the

Tata Group, Tata Motors is committed in letter and spirit to Corporate Social

Responsibility. It is a signatory to the United Nations Global Compact, and is engaged

25

in community and social initiatives on labour and environment standards in compliance

with the principles of the Global Compact. In accordance with this, it plays an active

role in community development, serving rural communities around its manufacturing

locations.

Tata Motors believes in technology for tomorrow. Our products stand

testimony to this. Our annual expenditure on R&D is approximately 2% of our turnover.

We have also set up two in-house Engineering Research Centers that house India's only

Certified Crash Test Facility. We ensure that our products are environmentally sound in

a variety of ways. These include reducing hazardous materials in vehicle components,

developing extended life lubricants, fluids and using ozone-friendly refrigerants. Tata

Motors has been making conscious effort in the implementation of several

environmentally sensitive technologies in manufacturing processes. The Company uses

some of the world's most advanced equipment for emission check and control.

Tata Motors concern is manifested by a dual approach -

1) Reduction of environmental pollution and regular pollution control drives

2) Restoration of ecological balance.

Our endeavors towards environment protection are soil and water

conservation programmers and extensive tree plantation drives. Tata Motors is

committed to restoring and preserving environmental balance, by reducing waste and

pollutants, conserving resources and recycling materials.

Reducing Pollution:

Tata Motors has been at the forefront of the Indian automobile industry's anti-

pollution efforts by introducing cleaner engines. It is the first Indian Company to

introduce vehicles with Euro norms well ahead of the mandated dates.  Tata Motors’

joint venture with Cummins Engine Company, USA, in 1992, was a pioneering effort to

introduce emission control technology for India. Over the years, Tata Motors has also

made investments in setting up of an advanced emission-testing laboratory.

26

With the intention of protecting the environment, Tata Motors has upgraded

the performance of its entire range of four and six cylinder engines to meet international

emission standards. This has been accomplished with the help of world-renowned

engine consultants like Ricardo and AVL. These engines are used in Tata Motors

vehicles in the Indian market, as well as in over 70 export markets.

Tata Motors is constantly working towards developing alternative fuel engine

technologies. It has manufactured CNG version of buses and followed it up with a CNG

version of its passenger car, the Indica.

RestoringEcologicalBalance:

Tata Motors has set up effluent treatment facilities in its plants, to avoid

release of polluted water into the ecosystem. In Pune, the treated water is conserved in

lakes attracting various species of birds from around the world thus turning the space

into a green belt.

Tree plantation programmers involving villagers and Tata Motors employees;

have turned acres of barren village green. Tata Motors has planted as many as 80,000

trees in the works and the township and more than 2.4 million trees have been planted

in Jamshedpur region. Over half a million trees have been planted in the Poona region.

Tata Motors has directed all its suppliers to package their products in alternate material

instead of wood.

End of Life Vehicle Treatment and Recycling:

India is a recycling society with many people making value out the recovery

of waste materials discarded from products at the end of their useful life.

However, Europe, and some other export markets, have recognized that they

have become a 'throwaway' society in recent decades, and are now introducing waste

prevention regimes in different industry sectors to collect and recycle valuable resource

rather than it ending up in landfill.

27

In the Automotive sector, the European End of Life Vehicle (ELV) Directive,

points responsibility for this issue to vehicle manufacturers, and the scrap car recovery

industry. Similar regulations are being introduced in Japan and Korea.

Naturally, Tata Motors has already met the 'producer responsibility' aspects of

the ELV Directive, such as compliance to Heavy metals and other hazardous substance

restrictions. Also, material code marking of plastic parts has been introduced to aid

achievement of demanding European recycling targets.

Central to this European regulation is for manufacturers to provide free take-

back networks for environmentally sound treatment of Elves. Last owner contacts for

access to Tata Motors subscribed take-back schemes can be found.

Only specially authorized vehicle dismantler and shredder operators are

allowed to treat ELVs in Europe, and they have access to Tata Motors ELV treatment

information by registering on:

 COMMUNITYDEVELOPMENT:

The Company's Community Service Division works through

various societies to improve the conditions of neighbouring villages -

encouraging economic independence through self-initiated cottage

industries and contributing to community and social forestry, road

construction, rural health, education, water supply and family planning.

Tata Motors has been making numerous well-planned efforts in the area of

rural development, with specific focus on the following:

Health & Sanitation:

Mobile health service staff provides preventive and curative health services

under the "Health for All" programme. They train village health workers in conducting

the same. Safe drinking water facilities are provided to ensure health of the villagers.

28

Employment Generation

Tata Motors encourages self-sufficiency with the aim to improving the

confidence, morale and  lives of its employees and their dependents. The Company has

worked on some novel ideas around its townships. Employees' relatives at Pune have

been encouraged to form various industrial co-operatives engaged in activities such as

re-cycling of scrap wood into crates and furniture, welding, steel scrap baling, battery

cable assembly etc. The Tata Motors Grihini Social Welfare Society caters to

employees' women dependents'. The women folk make a variety of products, ranging

from pickles and uniforms to electrical cable harnesses etc.

Community Centers:

These centers are situated in various parts of Jamshedpur, Pune and some of

their neighboring towns. The centers regularly organize various programmers &

neighboring populations are encouraged to participate in these activities.

  Some of our Services:

Comprehensive AC repairs conducted using modern AC charging

machines.

Comprehensive accidental repairs done by experts in Body and

Paint shop Technology

Value Added Services - Car Care Treatments, Anti Rust

Applications, 18 + 18 / 18 + 30 extended Warranty benefits, fuel

additives, engine decarburizing, etc.

Service Packages - Gold club member ship, Annual Maintenance

contract, Annual Scheduled Service contract, Vehicle Health

checkup plan, etc.

Availability of “Value for Money” Reconditioned aggregates like

engines, power steering, AC compressors (Reconditioned by OEMs)

workshops

29

Qualified and trained Technicians, Service Advisors and Customer

Relationships Officers.

Use of special tools and quality parameters for repairs.

Best in industry labour charges.

24 hours helpline and a breakdown help line vehicle

100% assurance of usage of genuine Tata Motors spare parts.

Usage of specially blended lubricants and long lasting paints

1 year warranty on workmanship on all kinds of repairs

Dear Customer

As a valued Tata Motors' Customer, you are entitled to get following support from this

workshop:

» Quality servicing / repairs of your car!

Free repair of the complaint that reappears within 3000 kms or 1

month (whichever is earlier) after being attended at this set-up.

» Quality washing of your car!

If you are not satisfied with the washing quality of your car, we

will clean it again to your satisfaction!

» On-time delivery!

If you do not get your car back on the promised day *; we will

waive off 10% on the labour bill of your car!

*In case of increase in job content / parts not available. Service

Advisor will intimate you the revised delivery date & time in

advance

30

» Follow-up call after service!

This workshop wills contact you on the 4th day after the delivery

of the vehicle, to ensure your satisfaction with the service. Hence,

we request you to provide us your latest phone number.

RECOMMENDED PRODUCT

If you do not get the above services, please let us know through the

"Customer's Voice" form kept near the drop box. It has been our objective and our

Endeavour to introduce high quality lubricants and coolants time and again for the

benefit of esteemed customers like you. These quality lubricants are of superior quality

and are rigorously tested at our Engineering Research Centre, Pune. Use of the same in

your vehicles ensures superior engine and other aggregate performance and enhances its

life.

We have tied up with M/s Castrol India Ltd, M/s Hindustan Petroleum Ltd,

M/s Exxon Mobil Lubricants Pvt Ltd & M/s SCCI India Pvt Ltd for supply of these

lubricants and Coolants in the Dealer / Tata Authorized Service Centre workshops.

Our Partners in this Endeavour

31

ORGANIZATION PROFILE

Brief History of “AUTO FIN LIMITED” HYDERABAD

The AUTOFIN LIMITED was established in November, 05, 2005.

They are the authorized Dealers for all kinds of TATA Cars in the

territory of Andhra Pradesh. The chairman of AUTOFIN LIMITED is

Gautham Jain, Managing Director is Varun Jain. They have 3 sales

outlets and 1 workshop in twin cities. The shorooms are located in prime

localities at:

Medical Highway, Bowenpally, Secunderabad.

Salem nagar colony, Malakpet, Hyderabad.

Opp:Paradise Hotel, Paradise, Secunderabad.

The AUTOFIN LIMITED is Having 18,000 Sft workshop of high

standards is located in Bowen Pally. It is not only one of the largest

in India, but also one of the most well equipped and modern

workshops. Manned with a team of technicians with vast knowledge &

experience, most of them are trained at TATA plant. All vehicles are

repaired & subsequently pass through internal quality check for

workmanship. They are assured of genuine spares and timely

deliveries. And one work shop is located at

Medical highway, Bowenpally, secunderabad.

The average fiscal sales for the year 2006-07 were approximately

4000 vehicles and turnover of around 120 crores. They received

the following Awards for Excellence.

Rated as the best decorated show room for 3 times

No. 1 in sales in South India.

Auto fin limited is today among the top 10 TATA dealers in customer

satisfaction and service.

HISTORY

32

It has been a long and accelerated journey for Tata Motors, India's

leading automobile manufacturer. Some significant milestones in the

company's journey towards excellence and leadership.

1945 to 1950

Tata Engineering and Locomotive Co. Ltd. was established to

manufacture locomotives and other engineering products.  

Steam road roller introduced in collaboration with Marshall

Sons (UK).  

1951 to 1960

Collaboration with Daimler Benz AG, West Germany, for

manufacture of medium commercial vehicles. The first vehicle

rolled out within 6 months of the contract.  

Research and Development Centre set up at Jamshedpur.  

1961 to 1970

Exports begin with the first truck being shipped to Ceylon, now

Sri Lanka.  

Setting up of the Engineering Research Centre at Pune to

provide impetus to automobile Research and Development.  

1971 to 1980

Introduction of DI engines.  

First commercial vehicle manufactured in Pune.  

1981 to 1990

Manufacture of Heavy Commercial Vehicle commences.  

First hydraulic excavator produced with Hitachi collaboration.  

33

Production of first light commercial vehicle, Tata 407,

indigenously designed, followed by Tata 608.  .  

1991 to 2000

Launch of the 1st indigenous passenger car Tata Sierra.

TAC 20 crane produced.

One millionth vehicle rolled out.  

Launch of the Tata Estate.  

Joint venture agreement signed with Cummins Engine Co. Inc.

for the manufacture of high horsepower and emission friendly

diesel engines.  

Launch of Tata Sumo - the multi utility vehicle.

Launch of LPT 709 - a full forward control, l ight commercial

vehicle.

Joint venture agreement signed with M/s Daimler - Benz

/Mercedes - Benz for manufacture of Mercedes Benz passenger

cars in India.

Joint venture agreement signed with Tata Holset Ltd., UK for

manufacturing turbochargers to be used on Cummins engines.  

Mercedes Benz car E220 launched.  

Tata Sumo deluxe launched.  

Tata Sierra Turbo launched.

100,000th Tata Sumo rolled out.  

Tata Safari - India's first sports utility vehicle launched.

2 millionth vehicles rolled out.

Indica, India's first fully indigenous passenger car launched.  

115,000 bookings for Indica registered against full payment

within a week.

Commercial production of Indica commences in full swing.  

First consignment of 160 Indicas shipped to Malta.

34

Indica with Bharat Stage 2 (Euro II) compliant diesel engine

launched.

Utility vehicles with Bharat 2 (Euro II) compliant engine

launched.

Indica 2000 (Euro II) with multi point fuel injection petrol

engine launched. .  

2001  to 2004

Indica V2 launched - 2nd generation Indica.

100,000th Indica wheeled out.

Launch of CNG Indica.

Launch of the Tata Safari EX

Indica V2 becomes India's number one car in its segment.

Exits joint venture with Daimler Chrysler.  

 Unveiling of the Tata Sedan at Auto Expo 2002.

Petrol version of Indica V2 launched.

Launch of the EX series in Commercial vehicles.

Launch of the Tata 207 DI.

2,00,000th Indica rolled out.

5,00,000th passenger vehicle rolled out.

Launch of the Tata Sumo'+' Series

Launch of the Tata Indigo.

Tata Engineering signed a product agreement with MG Rover of

the UK. 

Launch of the Tata Safari Limited Edition.

The Tata Indigo Station Wagon unveiled at the Geneva Motor

Show.

On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering

becomes Tata Motors Limited.

35

3 millionth vehicle produced.

First City Rover rolled out

135 PS Tata Safari EXi Petrol launched

Tata SFC 407 EX Turbo launched  

Tata Motors unveils new product range at Auto Expo '04.

New Tata Indica V2 launched

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign

investment agreement

Indigo Advent unveiled at Geneva Motor Show

Tata Motors completes acquisition of Daewoo Commercial Vehicle

Company

Tata LPT 909 EX launched

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the

heavy duty truck 'NOVUS' , in Korea

Sumo Victa launched

Indigo Marina launched

Tata Motors lists on the NYSE 

2005

 Tata Motors rolls out its 500,000th Passenger Vehicle

The Tata Xover unveiled at the 75th Geneva Motor Show

Branded buses and coaches - Starbus and Globus - launched

Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish

bus manufacturing Company

Tata Ace, India's first mini truck launched

Tata Motors wins JRD QV award for business excellence.

The power packed Safari Dicor is launched

Introduction of Indigo SX series - luxury variant of Tata Indigo

Tata Motors launches Indica V2 Turbo Diesel.

One millionth passenger car produced and sold

Inauguration of new factory at Jamshedpur for Novus

36

Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata

Daewoo Commercial

Vehicle Co. (TDCV) 

2006

Tata Motors unveils new long wheel base premium Indigo & X-

over concept at Auto Expo 2006

Indica V2 Xeta launched

Passenger Vehicle sales in India cross one-million mark

Tata Motors and Marco polo, Brazil, announce joint venture to

manufacture fully built buses & coaches for India & markets

abroad

Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate

range

TDCV develops South Korea's first LNG-Powered Tractor- Trailer

Tata Motors and Fiat Group announce three additional cooperation

agreements

Tata Motors introduces a new Indigo range

2007

Tata Motors launches the long wheel base Indigo XL, India's

first stretch limousine

Tata Motors' integrated Customer Relationship Management

(CRM)- Dealer Management System (DMS) initiative crosses

the significant milestone of covering 1000 locations in India

and abroad.

37

Tata Motors introduces Magic & Winger - creates new segments

in urban and rural passenger transportation.

FEATURES

Mission, vision and values

Tata Motors constantly looks for ways to offer the customer the best value for

money. Beginning with a single truck model way back in the 1950s, today we have over

150 models and variants of vehicles, designed to transport goods and passengers. Our

commercial vehicles can haul loads ranging from 2 tonnes to 40 tonnes. Likewise we

have mini buses that can seat 12 people and buses that can accommodate as many as 60.

Tippers, Tractor-trailers, 4x4 off road vehicles, multi-utility vehicles-our range are vast.

A significant breakthrough has been the development and commercialization of

the truly Indian cars- Tata Indica and Tata Indigo.

Our vehicles are capable of meeting stringent Euro norms. And we have been

able to do so by using technology, which is environmentally sustainable.

Browse through our product range below to know more about our International market

models.

Previous news& achievements

2011 Tata Motors unveils Assembly Plant in South Africa

Jaguar Land Rover inaugurates new vehicle assembly plant in Pune

India

Jaguar celebrates 50 years of iconic E-Type

Jaguar c-x75 scoops Louis Vuitton award in Paris

Tata Pixel, new city car concept for Europe, displayed at the 81st

Geneva Motor Show

38

Range Rover Evoque wins Car Design of The Year

Tata Motors introduces the new Tata Indica eV2, the most fuel

efficient car in India with 25 kmpl mileage

Tata Motors launches the Tata Magic IRIS, a 3-4 seater 4-wheel

passenger carrier for public transportation

Tata Motors launches the Tata Ace Zip, a 600-kg micro truck for

deep-penetration goods movement

Jaguar Land Rover inaugurates new vehicle assembly plant in Pune

India

Tata Nano begins international journey with Sri Lanka, as Tata

Motors celebrates 50th year of its International Business

2010

Tata Ace becomes India's first 1-lakh brand in goods commercial

vehicles.

Appointment of Mr. Carl-Peter Forster as Managing Director of

Tata Motors.

Jaguar Land Rover announces opening of its Dealership in New

Delhi.

Tata Motors to construct heavy truck plant in Myanmar under

Government of India's Line of Credit.

Tata Motors declared as the Commercial Vehicle Maker of the

Year.

Tata Motors Passenger Car Division launches ‘Tata Motors Service

Edge' for leading edge customer service.

Tata Motors displays Tata Nano EV at the 80th Geneva Motor

Show.

39

Chief Minister of Punjab inaugurates Tata Motors supported State

Institute

of Automotive and Driving Skills.

Jaguar Land Rover announces Dr. Ralf Speth as Chief Executive

Officer.

Tata Motors appoints Mr. Carl-Peter Forster as Group CEO. Tata

Motors Group displays the widest range of products and

environment-friendly technologies at Auto Expo 2010.

Tata Motors launches Magic Iris.

On 26th April 2010, Tata Motors sold its 4 millionth Commercial

Vehicle.

2009

Tata Marcopolo Motors, Dharwad plant begins production.

Tata Motors launches Nano - The People's Car.

Introduction of New World standard truck range.

Launch of premium luxury vehicles - Jaguar XF, XFR and XKR

and Land Rover Discovery 3, Range Rover Sport and Range Rover

from Jaguar and Land Rover in India.

Tata Nano wins the Indian Car of the Year (ICOTY) Award.

Tata Motors launches the Sumo Grande MK II.

Tata Motors begins distribution of Prima World truck.

Tata Motors acquires remaining 79% in Hipo Carrocera.

Tata Motors launches the next generation all-new Indigo Manza.

FREELANDER 2 launched in India.

Tata Motors introduces the all new Tata 407 Pickup, Tata Super

Ace and Tata Ace EX.

First Jaguar Land Rover showroom opens in India.

40

Mr. Ravi Kant to become Non-executive Vice-Chairman of Tata

Motors on retirement,

Mr.P.M. Telang to become Managing Director -India Operations.

Tata Nano draws over 2.03 lakh bookings.

Awards-2011

Tata Motors has received the prestigious Golden Peacock Award, for Excellence in

Corporate Governance for 2011. Mr. Hoshang Sethna, Company Secretary received the

award, on behalf of the company, from Mr. Mark Hoban, Finance Minister, UK, at the

11th International Conference on Corporate Governance, in London.

TATA Motors Ltd has been selected as the winner of ‘Golden Peacock Award for

Corporate Social Responsibility’ for the year 2011 by the Awards Jury, under the

Chairmanship of Justice P N Bhagwati, former Chief Justice of India and Member, UN

Human Rights Commission. 

The Institute of Directors introduced the award, in 1992, to celebrate and honour best

organizations and recognize unique achievements in brand building. The Golden

Peacock award is recognized worldwide, as the hallmark of corporate excellence.

Jaguar Land Rover displayed its global product leadership and brand strength by

winning two of the most important media awards, from Autoweek, at the 2011 Frankfurt

Motor Show, one for each brand, Jaguar and Land Rover.

BOARD OF DIRECTORS

Name of the

director

Category Attedence at

meetings

As on march 31 2009 Share

-

holdi

ng

No.of

directors

hips

Commite

positions

Boar

d

Gener

al

Member Chair

men

41

Cyrus P

Mistry*

(From 2012)

Deputy

Chairman

Ratan N tata Non-

Executive

Chairman,

8 Yes 14 - - 53288

NA Soonawala Non-

Executive,

Promoter

8 Yes 6 - 3 0

JJ Irani Non-

Executive,

Pormoter

7 Yes 11 2 - 1850

JK Setna Non-

Executive,

Independent

2 Yes - - - 0

VR mehta Non-

Executive,

Independent

8 Yes 6 2 3 9332

R

Gopalakirshnan

Non-

Executive,

Pormoter

5 Yes 11 4 - 3750

NN Wadia Non-

Executive,

Independent

4 Yes 10 1 - 0

SA Naik Non-

Executive,

Independent

8 Yes 2 1 1 1310

SM Palia Non-

Executive,

Independent

6 Yes 9 2 4 200

Ravi kanth Managing 8 Yes 6 1 - 0

42

Director

Praveen P

Kadle

Executive

Director

8 Yes 9 7 - 1227

PRODUCT DETAILS

Four models for Tata Indica V2:-

Indica V2 DLX:

Power steering, Central locking system, four power window. About convenience of

driving, HVAC system provides good cooling effect. Door handles, body colored

bumpers, ORVM and wheel arch flair are few more advantages.

Indica V2 DLG:

This model have body colored bumpers, the wheel arch flairs, internally adjustable

OVRM and central locking system. Front windows are power windows. To avoid the

scorching heat in a summer days, HVAC system of cooling can soothe anybody inside

the car.

Indica V2 DLS:

Power steering and other features like internally adjustable OVRM, sill valence, body

colored bumpers, and the wheel arch flair have made this car comfortable and secured

for driving.

Indica V2 DLE:

43

Adjustable internally OVRM on the driver's side, sill valence, grey wheel arch flairs add

a new touch in terms of security as well as elegance.

Indica V2 Xeta GLX:

Central locking system, Power steering , Four power windows.  HVAC

system gives nice cold feelings.  Body colored bumpers, OVRMs, door

handles and the wheel arch flairs.

Indica V2 Xeta GLG:

With the different looks and almost with the alike features of the GLX. It

has front power window facility.

Indica V2 Xeta GLS:

Power steering, Body colored bumpers, Internally adjustable OVRM, sill

valence, wheel arch flairs.

Indica V2 Xeta GLE:

Sill valence, grey wheel arch flairs and internally adjustable OVRM on

the side of the driver.

Four models for Tata Indica V2 Turbo:

Indica V2 Turbo DLG

DLG with its power steering and front power windows is a very comfortable

car with its HVAC system of cooling and, is reliable car with its central locking system.

Indica V2 Turbo DLX:

44

DLX is the most advanced version of Indica V2 Turbo for its added few

features along with the features of DLG. Its leathered wrapped steering, luxurious seats

and adjustable headrest provide total comfort of long-driving.

Indica V2 Xeta

The new Indica Xeta. Its extra Efficiency Torque Advantage petrol engine

delivers 12.4 kgm torques, for a smoother and more responsive drive. With instant pick

up and fewer gear changes in stop-start city traffic.

The technologically superior MPFI engine comes with a 32-bit microprocessor, and

sports 12 sensors, including a knock control sensor to reduce damage from adulterated

fuel. The result? Even more enjoyable long drives, with a frugal fuel consumption at 14

kmpl.

Indica V2

Uniquely styled and innovatively packaged, the Indica is designed and engineered to

meet the highest standards of international quality and also to stand up to the tough

demands of Indian roads and weather conditions. Every feature of the car reflects a deep

understanding of the Indian market and promises much more than any other car in its

category.

The Indica is brought to you by TATA Motors, the people who know India like no one

else does. So when you get behind the wheel of an Indica, you can feel proud about

driving one of the finest cars in the country.

Indica Turbo

The new Indica V2 Turbo is the only car in the B segment to offer a Turbo charger. The

car features a Turbo diesel engine that delivers an improved top speed and an enhanced

output of 68PS @ 4500 rpm. While the increased torque of 130Nm @ 2500 rpm is the

highest in its class. Apart from the changes in the engine, the car also features 14"

wheels among other class leading features.

45

It is available in 3-colour options including:

The exclusive Cherry Red colour, which is available in the

European market.

The Indica V2 Turbo is available in DLG and

DLX models, at an incremental cost to the consumers .

PRODUCT PICTURES

PRODUCTS OF TATA MOTORS

INDICA V2 INDICA LX

SAFARI DICOR TURBO

46

TATA SUMO SAFARI DELUX

SUMO VICTA

47

CHAPTER-III

REVIEW OF LITERATURE

48

The present day Indian economy is viewed a highly competitive and

market oriented. At this state the success of any organization is totally

depends on customer and his satisfaction only. So, every business

organization should see that the customer “as sovereign of the market”

who decides the fete of it . Hence, it is the responsibility of any concern

to meet the requirements of customers from time-to-time with greater

dynamism.

Customer satisfaction is totally intangible and its management is

very crucial aspect on the part of the business entrepreneurs. Making

such an intangible property in to tangible is great challenge among the

various organizations. This depends on customer orientation, customer

dynamism, tapping new avenues by the business unit, quality of the

product, price of the product, proper supply of materials, timely ness in

supply, effective channel of distribution, customer treatment, after sale

service, product chiqueness professionalism in marketing strong grand

image, effective packing system, and continuous improvement in

business and so on.

Market:-

49

A market, in general, may be described as a place or

geographical area where buyers and sellers meet and function, goods of

services are offered for sale, and transfers of title of ownership occur.

From the point of view of economics, a market is defined as “an

aggregate of the potential buyers for a product or service”. But, in

practice, the term market is used to denote “any body of persons who are

in intimate business relation and carry on any extensive transaction in

any commodity”.

Marketing:-

Marketing is the process of planning and executing the conception,

pricing, promotion and distribution of ideas, goods and services to create

exchanges that satisfy individual and organizational objectives.

The present generation of producers is intelligent in regard to the

application of procedures. They first want to find out what the consumers

want. Then they produce goods according to the needs of the consumers.

They realized that only such products could be sold to the best

satisfaction of the users and at a profit to the maker. For this

arrangement, however, the whole organization has to be rearranged in a

most complex manner.

Marketing starts and ends with the consumer:-

Marketing activity is concerned only with the flow of goods, from

the producer to the consumer.

50

In other words, to achieve maximum efficiency in marketing, there

must also be a flow of information vis-à-vis the flow of goods. This

information, for practical purpose, has to be collected even before a

product is planned. Subsequent information would also enable the

manufacturer to assess periodical changes that are required. That is why

it is very often remarked that “marketing starts and ends with the

consumer, “with information flowing form the consumer to the producer

and goods flowing back to the consumer from the producer.

Today they have a full-fledged function added to marketing, viz,

Market information and Marketing Research. Under consumer oriented

marketing, it is highly essential to know what the consumer really wants.

This is possible only when proper information is collected from the

consumers

A push strategy means a channel member directs its promotion

primarily at the middle men that are the meant links forward in

distribution channel.

The product is “Pushed” through the channel the producer will

promote heavily to wholesalers which then also use a push strategy to

retailers in turn the retailers promote to consumers.

As market conditions change over time a company they shift product

growth strategies.

A company tries to sell more of its present products to its present

markets. Supporting tactics might include grater spending on advertising

of personal selling. A firm continues to sell its present products, but to a

new market

This strategy sells for a company to develop new products to sell to its

existing markets.

A company develops new products to sell to new markets.

51

Determining Intensity of distribution:

Distribution intensity ordinarily is thought to be a single decision.

However if the channel was more than one level of middlemen the

appropriate intensity must be selected for each level.

Intensive Selective Exclusive

Product sells its product through every available outlet in a market

where consumer might reasonable look for it . Ultimate consumers

demand immediate satisfaction from convenience goods and will not

defer purchases to find a particular brand. This intensive distribution is

often used by manufactures of this category of product.

A product sells its product through multiple but not all possible,

wholesalers and retailers in a market where a consumer might reasonable

look for it . Selective distribution if appropriate for consumer shopping

goods.

The supplier agrees to sell its product only to a single wholesaling

middlemen and retailer in a given market producer it is essential that the

retailer carry a large inventers.

Sales and Distribution strategy:

Sales and distribution management constitutes one of the most

important parts of marketing management. “Exchange” is the core, aspect

of marketing, and it is the sales and distribution management which

facilities it . Sales management has been defined as the management of a

firm personal selling function. The importance of the sales and

distribution function varies across organizations depending upon its

52

Distribution Distribution Distribution through every through multiple through a single whole selling Reasonable But not all reasonable Middlemen and/ Out let in a market Out lets in market or retaileinmarket

nature and verity of products, target market. Consumer density and

dispersion and the competitive practices among the other things. Sales

and distribution function is organized internally, externally or jointly.

Finding and communication with prospective buyer.

Bringing together the markets offering and the prospective buyer.

Reaching an agreement on price and other terms of the offer so that

ownership and possession can be transferred.

Of the markets offerings, and his satisfaction generating potential.

Actual transfer of possession i.e. timely and safe delivery.

Of relevant consumers information and revenue in exchange of goods of

services.

Selling

The basic task of marketing is to bring the buyers and the sellers

together. Regardless of the desire one has to sell and the other to buy, no

exchange can take place until each one knows the desire of the other.

The function of marketing is to ensure that the right product is made

available at the place, in the right time and under the right impression to

the consumer.

Distribution of Consumer Market:

Five channels are widely used in marketing tangible products to ultimate

consumers:

Producer consumer: The shortest, simplest distribution channel

for consumer goods involves no middlemen. The producer may sell from

door to door of by mail. For instance, south-western company uses

college students to market its books on a house-to-house basis.

Producer retailer consumer: Many large retailers buy directly

from manufactures and agricultural products. To the chagrin of various

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wholesaling middlemen. Walmart has increased its direct dealings with

products.

Producer wholesaler retailer consumer: If there is a

traditional channel for consumer goods, this is it , small retailers and

manufactures buy the thousands find this channel the only economically

feasible choice.

Producer agent retailer consumer: Instead of using

wholesalers, many producers prefer to use agent middlemen to reach the

retail market, especially large scale retailers. For example. Clorox uses

agent middlemen such as Eisenhart & wholesaler that distribute a wide

range of products to retailers. In turn, Dierberg’s offers its assortment of

products to final consumers.

Distribution of Business Goods:

A variety of channels are available to reach organizations that in

corporate the products into their manufacturing process of use them in

their operations. In the distribution of business goods, the terms

industrial distributor and merchant wholesaler are synonymous. The four

common channels for business goods:

Producer user: This direct channel accounts for a greater dollar

volume of business products than any other distribution structure.

Manufactured of large installations, such as airplanes, generators, and

heating plants, usually sell directly to users.

Producer industrial distributor user: producers of

operating supplies and small accessory equipment frequently use

industrial distributors to reach their markets. Manufactures of building

materials and air conditioning equipment are two examples of firms that

make heavy use of industrial distributors.

Producer agent user: Firm without their own sales

departments’ fid this desirable channel. Also, a company that wants to

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introduce a new market may prefer to use agents rather than its own sales

force.

Producer agent industrial distributors user:

This channel is similar to the preceding one. It is used when, for some

reason, it is not feasible to sell through agents directly to the business

user. The unit sale may be too small for direct selling. Of decentralized

inventory may be needed to supply rapidly, in which case the storage

services of an industrial distributor are required.

Sales and Distribution Processing Document

Flow

The sales documents you create are individual documents but they can

also form part of a chain of inter-related documents. For example, you

may record a customer’s telephone inquiry in the system. The customer

next requests a quotation, which you then create by referring to the

inquiry. The customer later places an order on the basis of the quotation

and you create a sales order with reference to the quotation. You ship the

goods and bill the customer. After delivery of the goods, the customer

claims credit for some damaged goods and you create a free-of-charge

delivery with reference to the sales order. The entire chain of documents

– the inquiry, the quotation, the sales order, the delivery, the invoice,

and the subsequent delivery free of charge – creates a document flow or

history. The flow of data from one document into another reduces manual

activity and makes problem resolution easier. Inquiry and quotation

management in the Sales Information System help you to plan and

control your sales.

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The following graphic shows how the various types of sales documents

are inter-related and how data subsequently flows into shipping and

billing documents.

Some of the key features include:

Assigning routes

Provide Product Information

Provide Customer Information

Prepare Sales Order

Prepare Sales Invoice including Sales Discount

Print Tickets using Blue Tooth and Infrared technology

Payment Collection

Maintain Inventory and Return Goods Information

Data Transfer to the Central Database

Some of the benefits:

On-line data availability

Eliminate duplicate work

Streamline back office operations

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Process dependant system

Information on fingertips any time anywhere

Effective monitoring of Sales and Distribution

Easy handover and takeover process

Increase Salesman’s efficiency

Improve on Inventory Management

Improve on payment collection and cash flow

Utilization of resources

Sales & Distribution Module you full control over your Products, their

price and Sales. The functionalities provided in this module are designed

in such a manner that enables you speed up your Sales Activities,

whether it be Product Pricing, Party Registration, Order Collection,

Dispatch of Orders, Logistics planning or Invoicing.

Product Pricing

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Product Price Master Setup for preparing any type of Price List,

viz. MRP, Distributor Price, Stock Transfer Price, Party specific

price list etc.

Exercise full control over Sales permission over a Product, only

Products with a valid price master entry appears for invoicing.

Become Futuristic, prepare price master lists in advance with a

“valid from” date

Prepare revised Price Lists instantly with the New “Quick Pricing”

feature, use any other Price List as basis and prepare a formula

based Price List. It’s that easy!!

Prepare Tax structures for Price lists, with maximum flexibility

while defining a tax component!!

Prepare Discount schemes for each Party over a Product subset, or

over the entire range. After all , your customers deserve the best

offer!!

Inventory Management

Online Order Placement – Warehouses places online orders for

products to refurbish Stock, send order to Production Unit of

choice

Receive bills online and go paperless, go green!!

Deliver Warehouse requests instantly on high priority at

Production Unit

Party Registration

Register Customers as Sales Parties.

Categorize Parties into Zone, City and State basis for finer sales

analysis.

Manage Party registration control through Party visibility check

that controls Invoicing permission to Party.

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Maintain local/global copies of Parties, useful for warehouses that

have their own specific market segment.

Sales Order Collection

Easy Ergonomics - Punch all sales order requests easily and

quickly using the Sales Orders screen.

Better concurrency control enables sales order entries from

multiple locations simultaneously!! Don’t let a single sales request

drop from your hands!!

Better Decisions - View the inventory status for the item as you

collect order against it , and offer the best to the Party.

Keep an eye on the changing invoice amount as you add items to

the Sales Order. Your customer will be delighted as you keep him

informed of the payable amount while ordering!!

Dispatch Orders

Instant Dispatching – View only pending Sales Orders for quicker

action, or view all Sales Orders for analysis

Watch your stock quantity as you cater the order, it’s just what

Dispatch Manager always wanted!!

Keep Undeliverable items for later delivery, or remove them from

Order.

Dispatch on First-In-First-Out(FIFO) Basis and Batch maturity

basis, Older stock must be dispatched first.

Save on time - Printed Dispatch Note gives your Loading Guy the

exact location of the item batch.

Logistics Planning

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Plan your loading vehicle on multiple factors, viz. owned vehicles,

contract vehicles, loading capacity, Sales Orders for Dispatch,

Transport Routes and vehicle permits, vehicle fitness status,

Driver availability, and much more. Read “Transportation

Logistics Management” for details.

Invoicing

Generate good-looking Invoice under any of the options available -

pre-printed Stationary, Formatted Printing on Plain Stationary,

save Invoice as PDF and send by e-mail.

Party name Label Customization enables you to modify just the

printed label, the account remains the same.

Watch all the components of the invoice as you prepare taxes,

discounts, price and totals.

Sales Analysis

Get a complete picture of Sales Orders and Dispatches to take

strategic decisions easily.

Get a wide range of Reports pertaining to products, prices, parties,

sales, discounts, inventory, etc.

Generate PDF or MS-Excel friendly outputs of reports

Get Customized graphical/text reports on demand, made just for

you.

Indian Distribution System:

It is also important to assess how the distribution task is being

performed in India. This task can be undertaken by measuring the

number of functionaries in each class, their organizational structure and

their capital structure. The margins charged by them would be a function

of the quantum if goods moved and the population served by them and

services rendered by them and would also assist in the task if measuring

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their performance. Dividing the members involved in each type of trade

we can briefly get an idea about the average productive capital required

in each class of trade. Having assessed the inputs, structure and size

their distribution all over India we are now in la position to assess how

the task is being performed in terms of output.

Distribution logistics:

Logistics was a military term referring to complete system of

moving, supplying and quartering troops. Businessmen broadened

logistics to include any type of transportation and storage. Marketers

applied the term to mean the physical handing of products. They also

began employing the term ‘physical distribution’ in place of logistics.

The area of physical distribution has received considerable attention.

The attention was quite justified for a country such as ours because of its

traditional short supply markets of for the gaps often witnessed between

the demand and available of products. Prices of essential commodities of

daily consumptions are particularly amenable to any dislocation in

physical distribution. If any evidence is required, we need the concerns

and anxieties associated with news of strike in Rail and road transport.

Role of Distribution:

The major role that distribution pays in any economy is that it

constitutes the process by which goods and services become available for

consumption. Manufacturers of goods and services specialize in

generating structural of form utility for their products, in the sense that

they create a unique set of demand satisfiers in the form of their

offering. The actual mass scale delivery of these offerings to the

consuming public requires a different kind of specialized effort. This

generates time, place and possession utility. In other words, you cannot

obtain and consume a finalized product unless the product is transported

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to a place where you can get access to it; stored till you are ready to buy

it and ultimately exchange for money so that you can gain possession of

it .

Physical Distribution and Channels of Distribution:

If distribution could be treated as a whole function of marketing,

physical distribution and channels of distribution. It is found that these

two terms are used, sometimes, interchangeably. Channels of distribution

refer, primarily, to the middlemen of intermediary marketing instructions

which perform certain marketing functions. More than performing the

function, these institutions try to gain access to the target market.

Physical distribution, on the other hand, concerns with material aspects

of the flow of goods to the consumers. It includes transportation,

storage, warehousing, packaging, etc. it is technical function in the sense

that it ensures availability of products at the right time, at the right place

and in the right form. The term is used often in aboard sense to include

channels of distribution also.

Service to the manufacturers:

The wholesaler provides perpetual and definite customers to the

manufacturers. He either purchases large quantities from the

manufacturer and sells them to the retailers, of collects small orders

from a number of retailers and places a bulk order with the manufacturer.

The manufacturer is thus relived of the trouble and expense of collecting

a large number of small orders. He collects and provides the information

required for planning the production ahead. He maintains stock and thus

assures equitable distribution. He places bulk orders with the

manufacturer and thus enables him to concentrate on production and reap

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the benefits of large-scale operations. He shoulders all marketing

functions.

Position of the Wholesalers in modern marketing:

In spite of gloomy forebodings common nowadays, the wholesaler

still manages to hold his position because of the very real services he

renders. But the wholesaler today, as compared with that of a hundred

years ago, is a much less important member of the business fraternity.

The following are the important factors responsible for reducing his

importance:

Growing displeasure of this system of channel in all quarters.

Growth of large retail stores such as chain stores, Departmental stores,

super markets, etc.

Manufacturers desire to establish direct contracts with the customers.

Development of transport and communication systems.

Frequent and unexpected changes in style and fashion.

Emergence of new and bigger markets.

Growth of consumers co-operative in almost all fields.

Transportation:

Transportation is necessary function of marketing because most of

the markets are geographically separated from the areas of production.

Majority of manufacturing plants are far away from their most important

markets because of various factors. All goods are not utilized at the

place of their origin. They require some kind of transportation to create

‘place’ utility. Holtz Claw vividly puts the importance of transportation

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in the following liens: “Minerals of other raw materials are to be

transported from the place of extraction of production to the factory,

crops are to be carried from the farm to the local market or primary

market and from there to the places of consumption. Finished products

are to be transported from the warehouse to the wholesalers’ warehouses,

from warehouse to the retail dealer, and from the dealer to the ultimate

consumer. The various modes of transport fall under the three categories:

Road transport

Rail transport

Water transport

Air transport

Pipeline transport

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CHAPTER-IV

DATA ANALYSIS & INTERPRETATION

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Table -1

Dealers relation with Tata Motors Limited

Business experience Number of respondents Percentage

<1 year 5 10

Below 3years 11 22

3-6 years 30 60

Above 6 years 4 8

Total 50 100

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Inference: -

8% of the dealers have more than 6-years experience. 60% of the

dealers have 3-6 years experience. Followed by 22% of the dealers

having less than 3 years and 10% of the dealers have one year

experience.

Table-2

Dealers feeling about Company Image

Dealers Opinion Number of

respondents

Percentage

Highly satisfied 15 30

Satisfied 30 60

Neutral 5 10

Dissatisfied 0 0

Others 0 0

Total 50 100

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Inference:-

30% of the dealers falling highly satisfied about companied image

and 60%of the dealers were feeling moderately satisfied, 10% of the

dealers were feeling satisfied about companies image.

Table-3

To know on which aspects the customer gets more satisfaction

Dealers opinion Number of respondents Percentage

Brand name 6 12

Price 2 4

Quality 38 76

Usages 4 8

Others 0 0

Total 50 100

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Inference: -

Majority of the respondents are gibing fist preference to quality,

second preference to brand name, then followed by product, usage and

price.

Table-4

Customers come to Shore-room

Dealers opinion Number of respondents Percentage

By your influence 8 16

By friends 8 16

By advertising 8 16

By Brand Name 26 52

Other 0 0

Total 50 100

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Inference: -

From the above table it is inferred that majority of the customers

come to retail outlets by the influence of brand name of Tata Motors

Limited and followed by advertising, dealers influence.

Table-5

Stock out problems

Dealers opinion Number of respondents Percentage

Frequently 0 0

Rarely 5 10

No 45 90

Total 50 100

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Inference: -

90% of the dealers are getting satisfied with the supply of Tata

Motors Limited by expressing that they do not come across stock out

problem.

Table-6

Dealer satisfaction on supply of product

Dealers Opinion No. of.

Respondents

Percentage

Highly satisfied 12 24

Moderately satisfied 12 24

Satisfied 24 48

Dissatisfied 2 4

71

Highly dissatisfied 0 0

Total 50 100

Inference: -

48% of the dealers are satisfying by the supply and 24% moderately

satisfying, 24% highly satisfied and 2% dissatisfied.

Table-7

Dealers’ satisfaction on in time deliveries

Dealers opinion No. Of. Respondents Percentage

Highly satisfied 2 4

Moderately satisfied 16 32

Satisfied 32 64

Dissatisfied 0 0

Highly dissatisfied 0 0

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Total 50 100

Inference:-

The majority of the dealers are satisfied with the mode of dispatch by

the company

Table-8

Customers’ Awareness’

Dealers opinion No. Of. Respondents Percentage

Advertisement 19 38

Campaign 4 8

Dealer 27 54

Others 0 0

Total 50 100

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Inference:-

The above table shows that 54% respondents are saying that

dealers play majors in customer’s awareness about the product. And 38%

of respondents are stating that advertisement is second highest

promotional activity to create awareness in the minds of customer.

Table-9

Sales satisfaction

Dealers opinion No. of. Respondents Percentage

Highly satisfied 9 8

Moderately satisfied 11 22

Satisfied 30 60

Dissatisfied 0 0

Highly dissatisfied 0 0

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Total 50 100

Inference:-

60% of the dealers are satisfying the sale of Tata Motors Limited

product following 22% if the dealers moderately satisfied, 18% of the

dealers were highly satisfied.

Table-10

Demand estimation on various products

Dealers opinion No. of. Respondents Percentage

Past sales 9 18

Seasonal 13 26

Orders 28 56

75

Others 0 0

Total 50 100

Inference:-

The high percent of dealers are estimating the demand for the product

through orders and 26%of are estimating on seasonal base.

Table-11

Industry to stock point fright expenses percentage

Dealers opinion No. Of. Respondents Percentage

2% 30 60

3% 10 20

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4% 8 16

5% 2 4

Total 50 100

Inference: -

The dealers are incurs very less fright charges representing 2%, to

receive goods from company to your stock point.

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CHAPTER-V

FINDINGS

SUGGESTIONS

QUESTIONNAIRE

BIBLIOGRAPHY

FINDINGS

1. Majority of the dealers having 3 to 6 years experience, and less

number of dealers having above 6 years experience.

2. Majority of dealers just satisfied about the company’s image,

remaining are neutral, Highly satisfied.

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3. Majority of the customers satisfying about the quality of the

product next preference given brand name followed by usages,

price.

4. Most of the dealers expresses customers visit to shop by brand

name only. And followed dealers influence, by friends, by

advertising.

5. The entire dealers were saying they do not face any difficulties to

deal with the customers to selling the product.

6. Majority of the dealers saying they do no come across stock out

problems.

7. Majority of the dealers satisfying with the supply from the

company and very few members satisfied, dissatisfied.

8. All the dealers were saying the entire floor space were providing

only for goods storing purpose.

9. Majority of the dealers satisfied with the mode of dispatch by the

company. And few members were moderately satisfied, highly

satisfied.

10. Majority of the dealers they estimate the demand for various

products by the orders and followed by seasonal base and past

sales.

11. All the dealers were saying they do not face any difficult in

dealing with the company.

12. Majority of the dealers were saying about the fright it incurs

2% to receive goods from company to your stock point.

SUGGESTIONS

1. Provide opportunity for new entrants in the business.

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2. To create awareness about the company, using of various ways of

promotional activities such as advertisement, to maintain the better

relation with dealers.

3. If possible increase the quality of the product and reduce the price.

4. Company and dealers should try to maintain customer good

relationship as much as the possible.

5. Try to maintain better supply chain in order to improve the

services. Supply the products with in time to the dealers.

6. Try to provide discounts to dealers and credit facilities.

7. Customers, who purchase the huge amount of products, provide

free home delivery to customers place.

Questionnaire

Name of the shop : Date :

Name of the proprietor: Ph No :

District : Signature:

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1) How long have you been dealing with Tata Motors Limited?

a)<1year b)below 3 years c) 3 to 6 years d) above 6 years

2) How do you feel the companies’ image?

a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied

e) Others

3) According to you what makes customer more satisfaction in this field?

a) Brand name b) Price c) Quality d) Usages e) Others

4) How customers came to your shop?

a) By your influence b) By friends c) By advertising d)

By brand name e) Others

5) Do you face any difficulty in dealing with the customers?

a) Yes b) No

If yes please specify----------

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6) Do you face stock out problems for Tata Motors Limited?

a) Frequently b) Rarely c) No

7) Are you satisfied with the supply from the company?

a) Highly satisfied b) moderately satisfied c) Satisfied d)

Dissatisfied e) Highly dissatisfied

8) How much floor space you have provided for ----------?

a) Goods storing purpose-------

b) Office purpose------

9) In time delivery is very important for better serving the market. In

this connection are you satisfied with the mode o dispatch by the

company?

a) Highly satisfied b) moderately satisfied c) Satisfied d)

Dissatisfied e) Highly dissatisfied

10) According to you most of the customers are aware of Tata Motors

Limited through

a) Advertisement b) Campaign c) Dealer d)

Others

11) Do you satisfy with the sales of Tata Motors Limited?

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a) Highly satisfied b) moderately satisfied c) Satisfied d)

Dissatisfied e) Highly dissatisfied

12) How do estimate the demand for various products?

a) Past sales b) Seasonal c) Orders d) Others

13) Do you face any difficult in dealing with the company?

a) Yes b)No

If yes please specify____________________________________

14) What percentage of fright if incurs you to received goods from

company to your store point?

a) 2% b) 3% c) 4% d) 5%

15) Do you feel like to suggest any thing which improves distribution

effectiveness?

a) yes b) no

BIBLIOGRAPHY

1. Phillipkotler,2003Marketing Mgmt, T.M.H,

New Delhi (9TH EDITION)

2. Schiffman&Kanuk,1997, Consumer behavior, PHI

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(6TH EDITION)

3. Levin & Kirpatric, Quantitative Techniques For M.B.A,

Tata McGraw Hill-1985

Websites:

1. www.marketing.org

2. www.estrategicmarketing.com

3. www.marketingprofs.com

4. www.btobonline.com

5. www.marketingstudies.net

6. www.tatamotors.in

Journals:

1. Economic Times

2. Business Standard

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