A

COMPREHENSIVE PROJECT REPORT

ON

“CUSTOMER SATISAFACTION”
FOR

“RELIABLE MOTORS YAMAHA”

SUBMITTED TO:
SHRI M.H. KADAKIYA INSTITUTE OF MANAGEMENT AND
COMPUTER STUDIES, ANKLESHWAR.

INSTITUTE CODE: 771

UNDER THE GUIDANCE OF
DR. RONAK MAHETA
[HEAD OF DEPARTMENT]
VEER NARMAD SOUTH GUJRAT UNIVERSITY, SURAT

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR

THE DEGREE

OF

BECHELOR OF BUSINESS ADMINISTRATION

[HUMAN RESOURCE MANAGEMENT]
PREPARED BY:
KISHAN PATEL

1
 DECLARATION

I, KISHAN PRAMODBHAI PATEL, the student of shree manilal kadakia collage of

mgmt. & comp studies, ankleshwar, affiliated to veer narmad south gujarat university,
surat hear by declare that this project report is a result of culmination of my sincere
efforts.

I declare that this submitted work done solely by me and to the best of my knowledge.

I also declare that all the information collected from various primary & secondary
sources has been mentioned in the project report.

2
INSTITUTE CERTIFICATE

3
 PREFACE

Management is an essential in ingredient in every organized endeavor,

successful management of complex organization employing sophisticated
technology & skilled personnel cannot be possible through intuition on
trial and error.

On extreme of the competitive environment the tiger the higher degree of

excellence in management is not a unilateral phenomenon, indeed it is the
deepest touch to sense the fundamental of the management with the
stewardship, however the area studying of human senses and behaviors is
not a meadow, there is lot of tough way but by using soft sentiments it is
somehow easy to assess the to understand their vision and how are they
committed.

My topic of study “A Study on departmental Study” is not a direct input.

It is the lengthy research study through their employees and honest efforts
of mine.

I am very thankful to the “YAMAHA MOTOR INDIA PVT.LTD.” for

their kind co-operation and support, without which it was not possible to
complete this comprehensive project report in smooth manner.

4
 ACKNOWLEDGEMENT

I express my gratitude to the collage prof (Dr.) T.D. Tiwari Director, for
giving me the opportunity to do this project. I also extend my gratitude of
guide RONAK MEHTA, who assisted me in compiling the project.

I have taken efforts in this project. However, it would not have been
possible without the kind support and help of many individuals and
organization. I would like to extend my sincere thanks to all of them.

KISHAN PATEL

(BBA SEM-5)

5
 EXECUTIVE SUMMERY

I am immensely thankful to my project guide RONAK

MAHETAPROFESSOR OF SHRI MANILAL KADAKIA COLLEGE
OF COMMERCE MANAGEMANT & SCIENCE AND COMPUTER
AND STUDIES for showing me right directions, guidance to my project.

This project is about the departmental as per the VNSGU norms .in this
project all the information is regarding the

“RELIABLE MOTORS YAMAHA”

6
Departmental studies:-

This information is regarding major department of “YAMAHA MOTOR

INDIA PVT.LTD.” with detailed information about their work and
contribution in the organization.

HRM (HUMAN RESOURCE MANAGEMENT)

DEFINITION: -
HUMAN RESOURCE MANAGEMENT is the planning, Organizing,
directing and controlling of the procurement, development,
compensation, integration, maintenance and separation of human
resources to the end that individual, organizational, and social objectives
are accomplished.

7
 INDEX

CHAPTE SUBJECT PAG

R E
NO.
1 AIM & 9
ESTABLISHMENT OF
THE COMPANY
2 POLICY OF THE 16
COMPANY
3 ORGANIZATIONAL 19
STRUCTURE OF THE
COMPANY
4 DESCRIPTION OF 24
WORK
RESPONSIBILITIES
TAKEN
5 EXPERIEANCE 33
GAINED AND
ROBLEMS FACED
6 CONCLUSION, 37
SUMMARY AND
RECOMMENDATIONS

8
 CHAPTER-1
AIM &
ESTABLISHMENT OF
THE COMPANY.

AIM & ESTABLISHMANT OF THE COMPANY:-

9
INTRODUCTION
About India Yamaha Motor Pvt. Ltd.
Yamaha Motor Company entered India in 1985. India Yamaha Motor
Private Limited turned into a 100 percent subsidiary of YMC, Japan in
2001. The Indian subsidiary of YMC came into its present form in 2008,
when it formed an agreement with Mitsui & Co., Ltd. and started to be
known as 'Yamaha Motor India Pvt.

India Yamaha Motor operates from its state-of-the-art-manufacturing

units at Faridabad in Haryana and Surjapuri in Uttar Pradesh and
produces motorcycles both for domestic and export markets. With a
strong workforce of 2000 employees, India Yamaha Motor is highly
customer-driven and has a country wide network of over 400 dealers.

The company pioneered the volume bike segment with the launch of its
100 cc 2-stroke motorcycle RX 100. Since then, it has introduced an
entire range of 2-stroke and 4-stroke bikes in India presently, its product
portfolio includes crux(100cc), Alba (106cc) and Gladiator (125cc).

VISION:

We will establish YAMAHA as the “exclusive & trusted brand” of

customers by “creating Kando” (touching their hearts) – the first time and
every time with word class product & services delivered by people
having “passion for customer.

 Types of services:

10
  Time Commitment Service.
 Annual Maintenance Contract (AMC)
 Road Side Assistance.
 Pickup & Drop Service.
 Insurance Renewal.
 Lady Supervisor.

 Service Activities - International Cooperation

Yamaha Motor's comprehensive after-sales activities are

held with the concept of "life-cycle cost" in mind.
To support the durability of the products for long-term use, Yamaha
Motor has constructed a service network and continues to perform
educational seminars for local mechanics across the globe.

 After-sales service

11
Yamaha Motor works together with our distributors in providing
comprehensive after-sales Service activities to our customers.

The real customer - supplier relationship starts after the product has been
sold.

Yamaha Motor - a partner in helping to protect the livelihoods of

customers and their products.

Motorcycles are often preferred in certain parts of Africa that are

inaccessible even by 4WD trucks. NGOs, government organizations, and
the United Nations are our valuable customers that understand the need
for transportation on two wheels. As well as being a hobby, the
motorcycle is an invaluable tool of transport for the livelihood of many
individuals and aid operations of a variety of organizations. That is why
Yamaha Motor believes in the importance of extending the useful life of
the product.

12
  Service activities that support the durability of
Yamaha Motor products

Even though products can be purchased cheaply, they may be lacking in

durability, have high maintenance and repair costs, and high
parts/disposal costs. Penny-wise and pound-foolish can often mean high
running costs and necessitate the re-purchasing of low-quality products
much earlier than expected.

Cheap but frail products are best avoided for both the customer and the
environment. In the long term, high quality and high-performance
products with lower running costs are ultimately the answer to saving
expenses.

Such considerations for the customer are at the heart of Yamaha Motor's
Service activities, and have developed a loyal following in our markets.
This is one of the reasons Yamaha Motor is often the preferred brand of
use in international aid activities.

13
  Earning trust from our customers

In order for our customers to be able to enjoy our products safely for a
long period of time, we believe that the creation of a suitable environment
of use is paramount. Service training is periodically provided to our
distributors and their dealers who are our windows to the market place
and our customers. Both the spirit and skill of service and maintenance
are shared with our distributors in order to achieve customer satisfaction.

 Service training aimed at distributors and dealers

The Service training comprises of dispatching service staff from Japan,
teaching our new products, distributing service information, improving
workshops, providing service tools, and practical/theoretical training.

The service instructor provides Service training for distributor service

staff.

A Service training session held by a service instructor dispatched from

Japan. This operation aims to improve local service levels.

The scene of disassembling and servicing a police bike. By understanding

the structure of the vehicle, proper maintenance and servicing can be
achieved.

MISSION:-

14
We are committed to:

Be the Exclusive & Trusted Brand renowned for marketing and

manufacturing of YAMAHA product, focusing on serving our customer
where we can build long term relationships by raising their lifestyle
through performance excellence, proactive design & innovative
technology. Our innovation solutions will always exceed the changing
needs of our customers and provide value added vehicles.

Build the Winning Team with capabilities for success, thriving in a

climate for action and delivering results. Our employees are the most
valuable assets and we intend to develop them to achieve international
level of professionalism with progressive career development. As a good
corporate citizen, we will conduct our business ethically and socially in a
responsible manner with concerns for the environment.

Grow through continuously innovating our business processes for

creating value and knowledge across our customers thereby earning the
loyalty of our partners & increasing our stakeholder value.

15
CHAPTER-2
POLICY OF THE
COMPANY

16
Yamaha Motor Group Sustainability Basic
Policy
Yamaha Motor Group’s corporate mission is be a ‘Kando creating
company.’ We aim to offer the people all over the word joy, amazement,
elation, fulfillment and happiness through our products and services while
maintaining Harmony with society and the global environment. To
achieve this, we will leverage the empathy arising from connections
between people as an engine for creating new value. As a company
trusted by society, we will, under appropriate corporate governance,
contribute to the resolution of social issues and sustainable development
through innovative and diverse products and service, in ways that take the
unique style of Yamaha.

We ask our business partners to uphold this policy and act on its basis.

 We will comply with international rules, laws ordinances, and at

the same time, we will work to prevent corruption, and execute
our operations with fairness and integrity.

 We will respect human right, will not discriminate, and will not
use child labor or carry out forced labor any form.

 We will value our relationships with our stakeholders and

disclose information in a timely and appropriate manner.

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Customer We will provide high quality products and services that
can be used safely and with a peace of mind by anyone,
and will be working to educate people on the proper
ways to use our products, and spreading this knowledge
to create good environments for their use.
Employees We think that health and safety of our employees in a
foundation of the company’s growth. We will be
improving working environment, respect and promote
diversity and inclusion, and engage proactively in talent
management. We will also respect the freedom of
association and the right of collective bargaining.
Business partners We will have our doors wide open to all partners,
regardless of nationality or size, and with long-term
perspective we will be engaged in achievement of
mutual prosperity.
The Environment We will develop technologies in a way to prevent global
warming, and work to minimize environmental loads.
Furthermore, we will undertake the conservation of
biodiversity and sustainable use of natural resources.
The Community We will respect the culture and customs of each country
and region, and work to achieve harmony with
communities.
Shareholders and We will aim to enhance corporate value through long-
Investors term stable growth based on mutual dialogue.

18
 CHAPTER-3
ORGANIZATIONAL
STRUCTURE OF THE
COMPANY

19
  Identify HR Department:
Education and Training Programs

The Yamaha Group works to create an education and training system that
is equally focused on skill improvement and career development as the
basis for the development of globally successful human resources. At the
same time, training programs are tailored to specific objectives and
groups of employees.

In fiscal 2021, a smooth shift toward online alternatives for the Group's
various training programs was undertaken in light of the COVID-19
pandemic. For example, training for new employees entering the Group,
which took place in April 2020, during the period of Japan's first state-of-
emergency declaration, was conducted via online training sessions using
Yamaha speakerphones, as opposed to the traditional face-to-face
trainings.

In addition, as it became urgently important to promote the new

workstyle of teleworking, all managers underwent telework management
training to ensure that they could manage effectively through smooth
work communication even in teleworking settings.

Fostering of Human Resources to Support Manufacturing

With the goal of improving upon its “Made in Yamaha” quality, the
Yamaha Group is clarifying the roles and functions of each of its
production sites while also fostering human resources that can support the
manufacturing activities at these sites.

Plants in Japan are positioned as bases for manufacturing high-value-

added products. At these sites, we focus on cultivating human resources
that can support the development of competitive manufacturing
technologies and on transmitting the core skills required to manufacture
musical instruments to new employees. Meanwhile, technicians and
supervisors from Japan are dispatched to plants in China, Indonesia,
Malaysia, and India to help cultivate personnel at these sites based on the

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core manufacturing technologies developed in Japan. In addition, shared,
rank-based manufacturing training programs are implemented to foster
core human resources at these plants to strengthen their foundations as
production sites delivering the same high level of quality provided by
bases in Japan.

Support for Employee Development through Regular Face-

to-Face Meetings
The Yamaha Group holds regular face-to-face meetings with all
employees to both assess performance and support employee
development. These meetings serve to align the perspectives of
employees and their supervisors with regard to the objectives and mission
of the Group and its divisions in addition to each individual's role and
goals. This approach allows the Group to confirm levels of achievement,
future challenges, and the direction of skills development.

At Yamaha Corporation, training programs for junior employees include

meetings with human resource representatives held during employees'
second, fourth, and sixth years for the purpose of confirming their degree
of growth in comparison with targets and their career plans and sharing
opinions. The Group provides comprehensive support to all employees to
cultivate the fundamental business skills necessary, to heighten
motivation, and to alleviate work-related concerns.

Furthermore, in order to ensure that these meetings are conducive to fair

evaluations and effective support for employee growth, the Group carries
out evaluator training for the managers who conduct meetings as well as
mentor training for the employees who will be responsible for providing
on-the-job training.

Employee Motivation:
Since the 1980s, the company has carried out annual employee awareness
surveys, and measured their satisfaction levels and motivation at work, as

21
well as identified current issues. In 2020, we made significant changes to
our previous methods, strengthening the significance of the indexes that
indicate the degree of employee engagement (the state in which they are
voluntarily undertaking matters while feeling an emotional commitment
toward the organization or their work). Specifically, we are focusing on
four questions related to engagement, and feeling results back in real time
so as to enhance engagement. Each division swiftly formulates plans and
implements measures to solve their respective issues, with the human
resources management division providing follow up.

In response to the question, “Are you motivated in the performance of

your job?”, with a score of (5) for “Highly motivated,” (4) for “Somewhat
motivated,” (3) for “Neither motivated nor not motivated,” (2) for “Not
very motivated,” and (1) for “Not at all motivated.”

72.5

72

71.5

71

Column2
70.5
Series 2
Column1
70

69.5

69

68.5
2017 2018 2019 2020

Percentage of employees replying, “Highly motivated” or “Somewhat

motivated” in response to the question, “Are you motivated in the
performance of your job?”

2017: 72.0%, 2018:69.9%, 2019: 70.0%, 2020: 70.4%

According to the third party of employee survey, the pass grade is

employees’ average score of 3.5 and the employee rate chosen “highly

22
motivated” or “somewhat motivated” is around 55%. Therefore, our
target sets as keeping 3.5 as average and 55% of highly or somewhat
motivated employee.

23
 CHAPTER-4
DESCRIPTION OF
WORKNRESPONSIBILITYES
TAKEN

24
Layout of the office:
Motorcycle

MT-15

This 155cc sport bike combines agile handling and acceleration feel as
well as advanced design themes and touches. Carrying on the great
freedom of riding position and tightly compacted silhouette the MT
Series is known for, this model features a next-generation front face
design, including a headlight made as small as possible and appears as if
fused to the front fork.

Motorcycle

FZS-FI

The FZS-FI mounts a 149cc "BLUE CORE" engine and was styled based
on an "Urban Fighter" concept. This sport bike inherits the FZ Series’
traditional emphasis on dynamic and macho character while incorporating
urban and modern design cues. The front face, fuel tank and engine are
packed closely together and given muscular proportions while the

25
standout air intake, air scoops and other functional parts are given
attractive design touches.

Motorcycle

YZF-R15

The YZF-R15 is a 150cc-class genuine supers port model featuring body

design in the YZF-R Series lineage, sporty handling, comfortable ride,
and easy urban maneuverability. With a style inheriting the “R-DNA,”
the YZF-R15 exudes a highly-focused feel and racy image, creating an
advanced blend of overarching beauty and the expression of speed which
together evoke the next dimension in riding feel.

Motorcycle

FZ25

The FZ25 is a street model motorcycle featuring a new 250cc BLUE

CORE engine, which delivers both riding enjoyment as well as excellent
fuel efficiency and environmental performance.

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Motorcycle

YZF-R3

Developed under the concept of "a superbike you can ride every day,"
this sport bike’s lightweight body and class-leading power give it a solid
combination of performance worthy of the "superbike" moniker and
usability well-suited for daily use. The design concept was "R-DNA," the
unique design elements inherited by Yamaha supers port bikes. The
design focuses on visually expressing high performance and creating a
clear sense of excitement and sport bike status.

Commuter Vehicle

Cygnus Ray-ZR

This scooter targets young, trend-conscious Indian men and was

developed under the concept of a "Next-Generation Real Man’s
Scooter." While inheriting the spirit of the Cygnus Ray Z popular
among the target demographic, the Cygnus Ray-ZR exhibits a more
powerful and masculine look with a new exterior design exuding a

27
sense of dynamism and layered forms that express a fresh look like
no other scooter before and the strength of a well-trained physique.

Motorcycle

Saluto

This is a highly economical and practical motorcycle for families in

India, where tandem riding by couples, or parents riding with their
children is common. As such, the Saluto's lightweight body employs a
diamond frame mounting a newly developed 125cc engine with class-
leading levels of fuel efficiency and strong performance in the mid-
and low-rpm range. It is also equipped with a comfort-focused
suspension, seat and more, all packaged with sharp yet free-flowing
styling.

Commuter Vehicle

Fascino

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"Fascino" means "charm" in Italian, and this scooter was developed
for trend-conscious Indian women. It features glamorous and
dynamic styling, and a high-quality design with lustrous paint and a
curvaceous exterior. The lightweight body boasts easy-to-use
functions and the 115cc engine brings riding fun, fuel efficiency and
eco-friendly performance.

Motorcycle

FZ

A sports model themed around the concept of combining fuel

economy and performance improvements with a cutting-edge
appearance. This model stands out for a body design that expresses
untamed energy and a sense of power, together with the ability to cut
swiftly through the air.

 Job description:
India Yamaha Motor is an automobile company, which is located in 3
Places in India. They are the manufacturers of Farm Tractors.
Mostly, they recruiting fresher and experienced candidates for the
following manufacturing units, such as Faridabad[(Haryana),
Greater Noida(Uttar Pradesh), Chennai(Tamil Nadu). Mostly India
Yamaha Motor is used to recruiting candidates for their
manufacturing units across India. The designations are classified as
Quality Control, Process, Production supervisor, Sales Officer. And
they selecting the candidates for non-technical jobs by local

29
contractors only. The job hunters always waiting for jobs in India
Yamaha Motor gates. Here you can find a large number of job
opportunities from India Yamaha Motor. So Engineering or Diploma
freshers go through the India Yamaha Motor on roll job recruitment
and read the key responsibility thoroughly before applying to the job.
Here we have listed brief details on India Yamaha Motor Fresher
Job Openings 2021.

Company India Yamaha Motor

Name
Company Automobile Sector
category
Production Farm Tractors

Job Name Quality, Manager,

Supervisor, Sales

Qualification 12th, ITI, Diploma, Degree

Job Type MNC Fresher jobs

Job Category Manufacturing jobs, Private

jobs
Vacancies Various

Apply Mode Online

 Machines, Computer programs used:

When the automobile first appeared on America’s rutted roads, it raised
more than just dust. Cars were a brand-new technology that raised
people’s hopes for the future. Car companies sprouted like wildflowers.
Though most wilted and died, those that remained grew big, and their
cars changed the very face of the earth.

And so it seems with computers. Computer companies come and go, but
the computer itself seems destined to change history.

30
In the meantime, consumers get to watch a parade of sleek machines
marched before them. This article will look at those introduced in 1985.

But first, let us bid farewell to the Coleco Adam, the IBM PCjr and the
Texas Instruments 99 4/A. All were early casualties in the battle to win
the computer customer’s devotion. They’ve gone the way of the DeSoto
and the Studebaker, glorious cars in their day but now remembered only
by your grandparents.

Description of Work Responsibilities Taken:

Corporate Social Responsibility:

Corporate Social Responsibility (CSR) is strongly connected with the

principles of sustainability; an organization should take decisions based
not only on financial factors, but also on the social and environmental
consequences. Therefore, it is the core corporate responsibility of India
Yamaha Motor Private Limited (hereinafter referred to as "the
Company") to practice its corporate values through its commitment to
grow in a socially and environmentally responsible way, while meeting
the interests of its stakeholders.

CSR is the continuing commitment by business to perform ethically and

contribute to economic development while improving the quality of life
of the workforce and their families as well as of the local community and
society at large. CSR is clearly on capacity building, empowerment of
communities, inclusive socio-economic growth, environment protection,
promotion of green and energy efficient technologies, development of
backward regions, and upliftment of the marginalized and under-
privileged sections of the society.

As a corporate entity, the Company recognizes that its business activities

have wide impact on the societies in which it operates, and therefore an
effective practice is required giving due consideration to the interests of
its stakeholders including shareholders, customers, employees, suppliers,

31
business partners, local communities and other organizations. The
Company endeavour to make CSR a key business process for sustainable
development. The Company is responsible to continuously enhance
shareholders wealth and it is also committed to its other stakeholders to
conduct its business in an accountable manner that creates a sustained
positive impact on society. The Company is committed towards aligning
with nature; and has adopted eco-friendly practices.

Essentially, CSR, which is deliberate inclusion of public interest into

corporate decision making by undertaking different projects for
development of society, has the potential of contributing significantly in
the long run to socio-economic growth in the backward regions and other
sections of the society. The emerging concept of CSR goes beyond
charity and requires the Company to act beyond its legal obligations and
to integrate social, environmental and ethical concerns into the
Company's business process.

In April 2013, IYM established 2 functionally independent entities

namely Yamaha Motor India Sales Pvt. Ltd. (YMIS) that will cater to the
sales and marketing needs of the company and Yamaha Motor Research
and Development India Pvt. Ltd. (YMRI) that is intended to increase
Yamaha's manufacturing competitiveness through the establishment of an
R&D headquarters in India.

CSR does not emanate directly from external demands but from
organizationally embedded processes. These processes prompt the
organization to view its relationships with stakeholders in a different
perspective, which in turn influences its engagement with them. The
Board of Directors of the Company has devised social responsible
business practices under the general rules issued by the Ministry of
Corporate Affairs for compulsory implementation of CSR activities.

32
 CHAPTER-5
EXPERIENCE GAINED AND
PROBLEMS FACED

What did you learn?

33
We put customers first in everything we do. We take decisions keeping
the customer in mind.

Challenging Spirit

We strive for excellence in everything we do and in the quality of goods

& services we provide. We work hard to achieve what we commit &
achieve results faster than our competitors and we never give up.

Team-work

We work cohesively with our colleagues as a multicultural team built on

trust, respect, understanding & mutual co-operation. Everyone’s
contribution is equally important for our success.

Frank & Fair Organization

We are honest, sincere, open minded, fair & transparent in our dealings.
We actively listen to others and participate in healthy & frank discussion
to achieve the organization’s goals.

Problems faced:
34
Yamaha is a jaunts company in the category of 200-220 CC bikes.
Yamaha's association with India began in 1985 for the first time when it
provided technical assistance to the Escorts Group in manufacturing of
motorcycles. From the year of 1996 they are producing 100-150 CC bikes
for Indian market. They are straggling from that day to today in 100-150
CC category bikes. Because they always face core competency from two
Indian market leader these are Hero Honda and Bajaj. Yamaha also have
core competency but they till now in third position in 100-150CC
category bikes.

• Therefore, my research on Why Yamaha Ltd performance not up to the

mark in 100-150 CC bikes category in Indian market.

Proposal: -They have so many strengths like size and scale of parent
company.

committed and dedicated staff, high emphasis on R and D, experience in

the market, establish brand, establish market channel. They have so many
opportunities. depend on their strength. So, the opportunities are, growing
premium segment, expansion of target market (include women),
increasing dispensable income. Therefore, depend on their strengths to
grape the opportunities I would like to propose something these are as
follows:

 The company should be small showroom into big showroom.

 The company should be emphasis on aggressive selling.
 They have to give effective advertisement in all media.
 They have to provide standard free service to the entire customer.
 They have to give some offer with their products.

How could you have done your work better ?

35
 1. Improve your time management.
2. Try to do important tasks first.
3. Set clear goals.
4. Improve your communication skills.
5. Don't try to do your own, delegate.
6. Make use of the right tools.
7. Give yourself down time.
8. Encourage desk cleanliness and organization.

How could you have gained more experience?

36
 CHAPTER 6
CONCLUSION, SUMMARY
AND RECOMMENDATIONS

37
 CONCLUSION :-

In study, I tried to find out the satisfaction of the goods and services
rendered to the customer by the RELIABLE MOTORS Yamaha bike
authorized dealer. This study has given a pure image of what customers
feel about the goods and services provided by the reliable motor wheels.
We can obviously say that the product satisfies them as well as facilities
provided by the organization. All the customers have a better relationship
with the showroom and they are regularly satisfied with the other features
of the company as well.

From the following study, we can accomplish that wheels Yamaha bike
dealer been serving its customers exceptionally well has created a better
image and trust between its customers with the majority of them being
fully satisfied with the showroom goods and services.

Further, it has been detected that the showroom some to improve is a

current level of performance. The showroom can use more customer
friendly method and train its sale customers towards serving the people in
the best possible manner. Customer Retention must be stressed and
strategies must be employed to ensure retention. the better relation must
be developed with the customers in command to avoid brand switching
and safeguard repeated sales.

 RECOMMENDATIONS:-

This report affords a brief image of reliable motors wheels the authorized
dealer of the Yamaha bikes through the report; attempts have been
complete to assess the purpose for customers satisfaction and of, reliable
wheels the authorized dealer of the Yamaha. Some suggestions are as
follows;

1. To register skilled labors, who can be an asset to meet customers

expectation.

2. To issue free service coupons to the new customers

38
3. Retaining their customer by providing good service.

4. To ensure on time delivery of bike as promised.

5. The marketing expenses should be minimized.

6. The company must implement the competitive strategy.

7. Better to install the media for showing the Yamaha product

information.

8. Introducing the new sales promotion techniques.

39
WEBSITES:-
WWW.YAMAHA-MOTORS-INDIA.COM

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