SYNOPSIS
A Synopsis Submitted to Rashtrasant Tukadoji Maharaj Nagpur University for Partial Fulfillment of the Degree of Master in Business Administration (MBA)
On the Topic of Analysing the impact of service as an effective CRM tools for selling TATA Motors cars at Nagpur
Under the Guidance of
Dr./Prof.__________________________
Supervisor
Dr./Prof. ________________________
By:
________________________
Dr. Ambedkar Institute of Management Studies and Research, Deekshabhoomi, Nagpur
RASHTRASANT TUKADOJI MAHARAJ NAGPUR UNIVERSITY,
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
NAGPUR 2010-11
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
INTRODUCTION:
In this era of cut-throat competition, no company can even survive the market place without knowing it & its product strength & weakness. It has to fortify itself against threats from environment & exploit its strengths or increase profits. And in order to do so, the company has to conduct regular surveys to know the customers opinions, needs, preferences & buying behavior. This helps the company to manufacture the products like wise for each customer expectations. In these days of high business revolution and global transformation, a need rises for business house to rethink mission and recreate itself to the Valiant environment. This need is felt by industry, which takes to total self Re-engineering in the areas of production, capital, marketing etc. Stiff market competition coupled with new and improved product line segments is the emerging trend. As a part of study curriculum for my MBA, it is quite appropriate to study the nature and quality of service provided by a car manufacturer through various dealers service stations.The market for cars-light and middle cars markets in particular faces a stiff competition. Though incompletely; of middle economic in and higher middle economic groups are raising, satisfaction is of utmost important in this field. This aspect covers both products and services. Multitude of products and wide variety of choices often baffle customers. It is not uncommon to find more entries of business into almost all sectors of consumer goods like cars, computers etc. So its is necessary for existing companies to reassess their potential and to reposition them in the changing market environment. A study of the services of a selected car dealer is taken up with a view to assess the efficiency to his service from the point of view of customers to suggest possible improvements. The main purpose of this report is to study customer-care activities in an authorized sale cum service of a car manufacturer and their effectiveness.
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
RATIONALE FOR THE STUDY:
The main purpose of the study is to understand the satisfaction of customers towards after sales services of TATA Motors which will help the company to make proper marketing strategy to render good services and satisfy the needs of the customers. The study will help the company to make proper strategies and emphasize on their weaker areas.
OBJECTIVES:
1. To make a better service network which reduces the inventory load of automobile channel strength.
2. To decrease the lead time of converting enquiry to prospective potential customer.
3. To provide a better service provision which reduces customer greavances and increases good mouth to mouth publicity which is the best publicity format for capital goods sales enquiry generations.
4. To analyse the present service network set up at Nagpur.
5. Moderation to be found and suggested as per the expectation of customer.
HYPOTHESIS: H : CRM is unaffected by service quality offered in AUTO SECTOR in TM H : CRM is affected by service quality offered in AUTO SECTOR in TM
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
BRIEF DESCRIPTION OF PREVIOUS STUDIES IN THIS AREA (STUDY OF EXISTING LITERATURE)
1. __________________________________________________________________________
__________________________
2. __________________________________________________________________________
__________________________ 3. __________________________________________________________________________ __________________________
4. __________________________________________________________________________
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RESEARCH DESIGN:
1. Sampling Methodology :The design of the sample is as follows:
Population: Sample Size:
Nagpur city Nagpur city
Sample technique: Random
2. Type of Research:
Data exploratory &
Questionnaires
3. Method of Data Collection: Primary Data Collection:
a) The data collected from the company persons.
b)Questionnaires
Secondary Data collection:
Secondary data is the data, which is not gathered for the immediate for some other purposes. study at hand
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
Secondary data for the research is collected through magazines like Business World, newspapers, Auto magazines and internet etc., a. Interviewing with the owners of cars b. Magazines, c. Catalogues, etc
4. Data interpretation and analysis:
Pie chart & statical analysis of the data .
LIMITATIONS: a. Term restricted to only Nagpur city only. b. Time factor c. Awareness factor PROPOSED CHAPTERISATION:
________________________________________________________________________________ __________________________ ________________________________________________________________________________ __________________________ ________________________________________________________________________________ ___________________________ ________________________________________________________________________________ __________________________
PROPOSED Journals):
BIBLIOGRAPHY
(Books,
Weblinks,
Articles,
Tatamotors.com
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
Tataaria.com Autospare.com Google.com Car dekho magazine , Auto car magazine & other autocar magazine .
Prof. ______________________ ______________________ (Guide) (Student)
Dr. Ambedkar Institute of Management Studies & Research, Nagpur
