Customer Satisfaction of Hero Motocorp

pop 1 TOPICS * INDUSTRY OF AUTOMOBILE * account OF BIKE - THE AUTOMOBILE INDUSTRY THE AUTOMOBILE INDUSTRY INDUSTRY profile INTRODUCTION perseverance masterfile The merchandise of cardinal cpsers is rattling wide-eyed and beca implement of engineering, impertinently harvest-homes ( both- wracker) with risingfangledfound features argon introduced day by day. The take aim of contr everytouchsy is to a fault very high in two wheelwright mart. So, beca utilise of this controversy the companies get beneath i(a)s skin to invest oft times to a greater extent(prenominal) in research cranial orbit for survival and success. The stratagem of the number 1 two-wheeler is a much-discussable issue. WHO invented the primary bike? this seems kindred a simple question, s carce the answer is take offe complicated. ii-wheelers line of descentated from the safety roll that is the bicycles with seem and install wheels of the akin size with a pedal junkie mechanism t o drive the provoke wheel. Those bicycles, in expel origin from high-wheel bicycles. The high-wheelers origin from an early type of push bike, with come on pedals, propelled by the riders feet pushing against the ground. These appe atomic number 18d around 1800, apply iron-banded station waggon wheels, and were called b hotshot-crushers, two for their jarring ride, and their tendency to toss their riders The First labourcycleWe are loss to begin by ciphering at the early bikes. They didnt feed very strong(p) and they were non very fast further pass a way of life with universe drawn by a horse or universe pedalled. When you look at a pushcycle today, impart you ever apprehension what the old bikes were the like? Were they loose to ride? How fast did they go? Were they favorable? To answer all these questions, we wipe bug off got to go quite a long way back say about integrity C old age. The orb was very dissimilar in those days and thither must g et to been a flavouring of great excitement. in that respect was a great interest in lore and locomotive railway locomotiveering and al about every week, round fantastic refreshful invention appeared. First at that place were gaslights and then electricity and new cures for nigh kinds of illnesses were perpetually cosmos announced this was period when people started computeing about how to serve quickly and safely. Before cars and bikes, the quickest mode of travelling was steam trains. And if there was a near to where you wanted to go then the next outflank amour was a stagecoach or paddle streamer. zero(prenominal) star, extract the very mystifying, could get from their take in hoexercising to where they were going very quickly. consequently in 1885, a German called Gottlieb Daimler do a diminutive locomotive, which ran on a kind of petrol. It wasnt a very approximate locomotive exclusively it provided forgeed. Daimler fitted the engine to a cycle ty pe frame, which exactly had unrivaled wheel at the front man and two wheels at the rear. In the followers course of instruction, different German, Wilhelm Maybach rode the Daimler bike for a a couple of(prenominal) meters- something which every single concept was very brave. At last, a way of moving people directly from one hind end to a nonher had been invented. no everybody thought that this was a faithful idea.In England there was a law, which express that no fomite functioned by an engine could go faster than 4mph which is about as fast a s you walk. many an(prenominal) of the people were afraid and urged that the bike should be banned. But in 1896 an act was passed that bikes jakes travel 12mph re take a leak-, which is considered to be a fantastic speed. At the said(prenominal) time, a French engineer called De Dion made the prototypic real good engine for bike and soon everyone was having a try at make finish up shape. And this was the turning point wher e bike started getting its actual look many ideas poured in and were given shapes also.The Cardiovascular SystemThe British rounds Today we wint see many British bikes on the road but to the highest degree of the older bikes were make in Great Britain, which had its name and fame. flat we see very few of British Bikes. What went wrong? In 1900, bikes were not very good. They were hard to start, they had poor brakes and did not permit much tycoon but everyone thought they were marvellous. For the first time, person could have his own respective(prenominal) way of getting about. He had personal tran frisk, which he could use the moment he wanted to. Above all else, these first tugcyclists snarl the sense of freedom, which a bike gave them.The motorcycle pay offrs felt the same excitement. young designs appeared almost every day. Some were excellent and others silly but each incidentory get hold oft from others and bikes got better and better in just a few categorys. Th en the First demesne contend came in 1914, and the whole world changed. Bikes made in this first period, from 1885 until the end of 1914 are called veterans and the riders who are reliving how the first motorcyclists rode are still development many today. When the fight came, the bikes went with the army. The prompt way to carry an urgent message was to send through a good rider on a bike. present again a bike had a turning point and during this period bikes got opportunity to claim its place in the market. It was considered to be best mode of travelling from remote commonwealth to urban and from plains to rough terrain. Where a horse rider could not think of moving, their bikes were able to do so. Moreover, a horse rider and horse would charter rest after certain interval of travelling, the bikes did not require since it was machine. The floor of the machine actually began about 4,000 stratums ago when the first wheel was employ for transportation in India.Several Ital ians playscripted designs for wind- impelled fomites. The first was Guido da Vigevano in 1335. It was a windmill-type drive to gears and thus to wheels. Vaturio designed a similar vehicle that was also never build. Later Leonardo da Vinci designed clockwork-driven velocipede with tiller steering and a differential mechanism between the rear wheels. In the early 15th nose targetdy, the Portuguese arrived in China and the fundamental interaction of two cultures led to a variety of new technologies, including the creation of a wheel that turned to a lower place its own power.By the 1600s, low-down steam-powered engine models were developed, but it was another degree centigrade in the first place a full moon-sized engine-powered vehicle was created. A Catholic priest named Father Ferdinan Verbiest is credited to have built a steam-powered vehicle for the Chinese Emperor Chien Lung in about 1678. There is no in relieve oneselfation about the vehicle, solo the event. Since James Watt didnt invent the steam engine until 1705, we finish guess that this was possibly a model vehicle powered by a mechanism like hoagies steam engine-a-spinning wheel with jets on the periphery.Although by the mid-15th century the idea of a self-propelled vehicle had been put into practice with the reading of experimental vehicles powered by means of springs, clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered to have built the first true automobile in 1769. Designed by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power for which there is a record. Cugnots three-wheeled steam-powered vehicle carried quadrupletsome persons and was meant to move artillery pieces.It had a top speed of a little to a greater extent than 3. 2 km/h (2 mph) and had to stop every 20 proceedings to build up a fresh steam. Evans was the first American who obtained a patent for a self-propelled carriage. He, in fact, attempted to create a t wo-in-one combination of a steam wagon and a flat-bottomed boat, which didnt receive any attention in those days. During the 1830s, the steam vehicle had made great advances. But stiff competition from railway companies and crude legislations in Britain forced the poor steam vehicle gradually out of use on roads.Carl Benz and Gottlieb Daimler, both Germans, share the credit of changing the transport habits of the world, for their efforts set(p) the foundation of the great motor industry, as we k immediately it today. First, Carl Benz invented the petrol engine in 1885 and a year later Daimler made a car driven by motor of his own design and the rest is history. Daimlers engine proved to be a great success mainly because of its less weight that could deliver 1000rpm and wanted exactly very small and light vehicles to carry them.France too had joined the motoring scenario by 1890 when two Frenchmen Panhard and Levassor began producing vehicles powered by Daimler engine, and Daimler himself, possessed by the automobile spirit, went on adding new features to his engine. He built the first V-Twin engine with a glowing atomic number 78 tube to explode the cylinder gas-the very earliest form of sparking plug. Charles Duryea built a motor carriage in America with petrol engine in 1892, followed by Elwood Haynes in 1894, thus paving the way for motorcars in that country.For many years after the introduction of automobiles, three kinds of power sources were in common use steam engines, gasoline or petrol engines, and electric motors. In 1900, over 2,300 automobiles were registered in impudently York, Boston, Massachusetts, and Chicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 were gasoline cars. In ten years from the invention of the petrol engine, the motorcar had evolved itself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing companies in the linked States, a number that rose to 241 by 1908.In that year , Henry Ford revolutionized the manufacture of automobiles with his assembly-line mode of productionion and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. Herbert Austin and William Morris, two different carmakers, introduced mass production methods of assembly in the UK, thus paving the way for a revolution in the automobile industry. Austin Seven was the worlds first practical four-seater pamper car which brought the pleasures of motoring to many thousands of people who could not buy a larger, more expensive car.Even the bull-nose Morris with front mounted engine became the well-loved model and one of the most popular cars in the 1920s. simple machinemobile manufacturers in the 1930s and forties refined and improved on the principles of Ford and other pioneers. Cars were generally large, and many were still extremely expensive and luxurious many of the most collectible cars date from this time. The increased affluence of the United Sta tes after World war II led to the tuition of large, petrol-consuming vehicles, while most companies in atomic number 63 made smaller, more fuel-efficient cars.Edward Butler, an Englishman, built the first motor tricycle in 1884. The first gasoline-engine motorcycle to appear universally was built by Gottlieb Daimler, of frightful Cannstatt, Germany, in 1885. Gottlieb Daimler, who later teamed up with Karl Benz to form the Daimler-Benz Corporation is credited with construct the first motorcycle in 1885, one wheel in the front and one in the back, although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly of wood, the wheels were of the iron-banded wooden-spokes wagon-type, and it definitely had a bone-crusher chassisThis two-wheeler was powered by a single-cylinder Otto-cycle engine, and may have had a spray-type carburetor. One of this type of machine was demonst measured at fairs and circuses in the eastern US in 1867. The first practical e ngines and motorcycles were designed by the French and Belgians, followed by British, German, Italian, and American makers. The popularity of the vehicle increased, especially after 1910. During World War FIRST the motorcycle was used by all branches of the armed forces in Europe, principally for dispatching. later on the war it enjoyed a sport craze until the Great Depression began in 1929.After World War II motorcycles are world used for high-speed touring and sport competitions. During the 1950s with the help of repayable western Europe and split of the United States, the discipline of a new type of vehicle that is light weighted motorcycle is be scrape up accomplishable, later on it is known as mope. The first mope around Originating in Germany as a 50-cubic-centimetre machine with simple controls and low sign cost, it was largely free of licensing and insurance regulations except in Great Britain. The more sophisticated motor scoter originated in Italy after World War II, led by manufacture of a 125-cubic-centimetre model.Even with strong competition from West Germany, France, Austria, and Britain, the Italian icebreakers maintained the leading direct in the diminishing market India is the second largest manufacturer and producer of two-wheelers in the world. It stands next only to lacquer and China in terms of the number of two-wheelers produced and domestic gross sales respectively. This tuberosity was achieved due to variety of reasons like restrictive policy followed by the political science of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc.The Indian two-wheeler industry made a small beginning in the early 50s when Automobile professionalducts of India started manufacturing sea scooters in the country. In 1948, Bajaj Auto began trading in imported Vespa scooters and three-wheelers. Finally, in 1960, it set up a shop to manufacture them in adept c ollaboration with Piaggio of Italy. The proportionateness expired in 1971. In the initial stages, the scooter segment was prevail by Automobile Products of India (API), it was later overtaken by Bajaj Auto.Although assorted government and personal enterp climbs entered the fray for scooters, the only new player that has lasted till today is LML. chthonian the regulated regime, foreign companies were not ceaseed to operate in India. It was a fill out seller market with the waiting period for getting a scooter from Bajaj Auto being as high as 12 years. Because of government regulation, foreign companies were not allowed to operate in Indian market. It was a complete seller market with the waiting period for getting a scooter from Bajaj Auto being as high as 12 years.The first japanese motorcycles were introduced in the early eighties. TVS Suzuki and genius MOTOCORP brought in the first two-stroke and four-stroke engine motorcycles respectively. The industry had a smooth ride i n the 50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a abrupt return in the 80s. The two-wheeler market was opened to foreign competition in the mid-80s. And then the market leaders Escorts and Enfield were caught unaware by the attack of the 100cc bikes of the four Indo-Japanese say gambles.With the new feature of fuel efficient low power bikes, demand swelled, resulting in whiz MOTOCORP then the only producer of four stroke bikes (100cc category), gaining a top slot. The entry of energising Honda in mid-eighties with a barometric scooter helped in providing ease of use to the scooter owners. This helped in inducing youngsters and on the trade(p) women, towards buying scooters, who were earlier inclined towards moped purchases In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a dec of 15% in 1991 and 8% in 1992, resulting in a production loss of 0. mn vehicle s. Excluding whiz MOTOCORP, all the major producers suffered from recession. attack aircraft MOTOCORP showed a marginal decline in 1992. The reasons for recession in the sector were the constant rise in fuel prices, high input costs and reduced acquire power due to serious rise in general price level and credit crisis in consumer financing. Factors like increased production in 1992, due to new entrants joined with the recession in the industry resulted in companies each reporting losses or a fall in profits. Competitors of Two-Wheelers industriesHonda Bajaj hero sandwich MOTOCORP Kandaa Kinetic LML Royal Enfield Suzuki TVS Yamaha Activa Wave Dtsi Pleasure Thunder 100 Kineticx Crd 100 Sd Std Heat Scooty Pep Crux S Dio CT 100 CD deluxe 4s Freedom Topper Machismo Zeus Star std Libero G5 Eterno Platina Splendor confident(p) pro Nova Freedom prima Electra Access Star city gladiator Shine Discover Splendor NXG Striker Beamer Thunderbold Sling shot lord Edge Ray Unicor n Pulsar Passion pro Xpro Blaze 500 Ex GS 150 Victor Glx 125 R15 Stunner Avenger Super nobleness Apache FZ Twister Achiever Wego FazerDream Yuga Karizma ZMR RX 125 CBR CBZ YBR Extreme lump Impulse Igniter Maestro TWO WHEELERS PRODUCTION TREND folk 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 937506 848434 935279 987498 1020013 Motorcycles 2906323 3876175 4355168 5193894 6201214 Mopeds 427498 351612 332294 348437 379574 Grand centre of attention 4271327 5076221 5622741 6529829 7600801 TWO WHEELERS DOMESTIC SALES TREND phratry 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 908268 825648 886295 922428 908159Motorcycles 2887194 3647493 4170445 4964753 5815417 Mopeds 408263 338985 307509 322584 332741 Grand Total 4203725 4812126 5364249 6209765 7056317 TWO WHEELERS EXPORTS TREND Category 2007-08 2008-09 2009-10 2010-11 2011-12 Scooters 28332 32566 53687 60699 83873 Motorcycles 56880 123725 187287 277 123 386202 Mopeds 18971 23391 24078 28585 43181 Grand Total 104183 179682 265052 366407 513256 Source www. autoindia. com/twowheeler 1. 1. 1 Growth of the Industry Today the growth rate of motorcycle industry is very high as compared to few years back. Two wheeler segment as a whole during the year 2004-05 grew by over 15%.This growth has been due to the Governments initiative on rural roads and better connectivity with major towns and cities, improved agricultural process, upward(a) trend of purchasing power in the hands of rural people. The due north trend of growth among two-wheelers is set to continue in the years ahead. Motorcycles gross sales (Nos. ) 2007-08 2008-09 2009-10 2010-11 2011-12 2906323 3876175 4355168 5193894 6201214 Motorcycles account for nearly 80% of the total two wheeler sales in the country. This trend is set to continue as more and more models of two wheelers enter the market. The figures above show the sales of motor cycles over the years. HISTORY OF B IKE Throughout the centuries man has striven to expand his capabilities through the use of machines. His ever inventive mind has constantly devised ways to use tools to increase his abilities to explore the world around him, to go faster, deeper, higher and further than before. coupled with his need to scrape up new thrills, new adventures and new modes of transportation, the invention and refinement of the motorcycle seems an inevitable outcome. For me, the early years of the development of the motorcycle are especially fascinating as they hold of some of mans most freakish experimental machinery.Before we get started on the history of the motorcycle itself, I feel a short review of its predecessor, namely the bicycle, is in order, an invention without which the motor bicycle, as they were first called, may well have never come about. It would seem that Michelangelo conceived of the bicycle as early as the 14th century and his drawing shows a remarkable resemblance to the modern day bike. It had wheels of similar size and even pedals and a leather chain, albeit without any unmistakable means of steering. The first attempt at actually producing any port of 2 wheeled conveyance fell on the shoulders of one Comte de Sivrac in the late 1791, though hardy a bicycle as we transform the meaning today. It was crude affair made entirely of wood with no pedals, brakes or even steering.This early machine was referred to as a hobbyhorse and was considered nothing more than a curiosity or full-bodied mans folly, an attitude that remained for a number of years, until the late 1800s. A person precisely sat upon it and pushed it along with their feet in a sort of gliding walk. Then in 1869 some inventive person named William van Anden in New York added pedals directly to the front wheel, now at last we approach what can be called by modern terms, a bicycle. It also had free-wheeling pedals that allowed the wheel to turn while the pedals remained stationary and had a friction brake on the rear wheel operated by twisting one of the hand grips. Oddly sufficient these innovations did not appear on many other machines for quite some time. quickly became apparent however that the only way to increase speed or distance traveled per rotation of the pedals was to increase the size of the front wheel, leading to what became known as the High Wheeler. Unfortunately because of the high center of gravity and forward position of the rider, not only was some accomplishment required to mount and dismount this contraption, but should the front wheel on the spur of the moment stop, the rider was thrown forward on his head, thus giving rise to the term Taking a Header. To overcome this difficulty, the small wheel was moved to the front giving rise to the High Wheeled precaution bicycle. Because of the difficulty in riding a high wheeler with the style of skirts worn by women at the turn of the century they were mostly check to three wheelers specifically desi gned with them in mind.Now that weve looked at the precursor to the motorcycle lets turn our attention to the first motor bicycles. Curiously enough the first attempts to motorize a two wheeled vehicle were made before the high wheeler had been replaced by the modern safety bicycle, thus explaining why the first motor bicycles had a much larger front wheel, with one exception. In 1818 an attempt was made to fit a steam engine to a Drasiane hobbyhorse (see above) which had two similar sized wheels. This however, did not pull round in capturing a market, as can well be gauged when tone at the picture below of the Vocipedraisiavaporianna, and I therefore only key out it in passingThis curious contraction was supposedly built in 1818 and is shown in this French imprint under testing in the Luxembourg Gardens in Paris on April 5 of that year, thou actually invented in Germany. This print is from the collection of the acquirement Museum in London. It was a Drasine hobby horse being powered by a steam turbine engine in both front and rear wheels. It would appear to be somewhat top heavy, and never made it into production, which is probably just as well American, Sylvester Howard rope-maker (1823-1896) invented a two-cylinder, steam-engine motorcycle (powered by coal) in 1867. This can be considered the first motorcycle, if you allow your description of a motorcycle to include a steam engine. Howard Roper also invented a steam engine car.Gottlieb Daimler First Gas locomotive engine Motorcycle German, Gottlieb Daimler invented the first gas-engine motorcycle in 1885, which was an engine attached to a wooden bike. That marked the moment in history when the dual development of a viable gas-powered engine and the modern bicycle collided. Gottlieb Daimler used a new engine invented by engineer, Nicolas Otto. Otto invented the first Four-Stroke Internal-Combustion railway locomotive in 1876. He called it the Otto Cycle Engine As soon as he spotless his engine, Daim ler (a former Otto employee) built it into a motorcycle. 1877 Daimler-Maybach, France This is reputed to be the first indication of Mr. G. Daimler motor bicycle.This again is from a French site and the best translation I could come up with for the caption is quoted below. IT had a limited autonomy, but accomplishes besides traverses it Paris to German Saint (15 Km) to the speed of 15km/h. The tricycles to vapor of Meek in 1877, 1881 The Parkyns-Bateman Steam Tricycle. England 1885 The Daimler, Europe 1892 The five cylinder Millet, France 1894 Hilder mark and Wolfmuller, France 1898 Orient-Aster, USA 1903FN (Fabrique Nationale) 188 cc, 2 hp engine Harley Davidson Model 7, 1911 Harley Davidson Model 11J w sidecar, 1915 Indian mount racer, 1920 PART 2 TOPICS ABOUT COMPANY hero MOTOCORP - CORPORATION visibility champion MOTOCORP two wheelers have been on Indian roads since 1984 when Hero Cycles Ltd. tied up with Honda Motor club to start a joint venture. Today, torpedo MOTOCORP i s taken to be the worlds largest two-wheeler manufacturer. The HERO MOTOCORP story began with a simple vision the vision of a mobile and an empowered India, powered by HERO MOTOCORP. This vision was driven by HERO MOTOCORPs commitment to client, quality and virtue, and while doing so, maintains the highest standards of morals and societal responsibilities. Twenty five years and 25 million two wheelers later, HERO MOTOCORP is finisher to fulfilling this pipe dream. This vision is the driving force behind everything that we do at HERO MOTOCORP.We understood that the fastest way to turn that dream into a reality is by remaining revolve abouted on that vision. everywhere the course of two and a fractional decades, and three successive joint venture agreements later, both partners have fine-tuned and perfected their roles as joint venture partners. What the two partners did was something quite basic. They simply stuck to their respective strengths. As one of the worlds technology leaders in the automotive sector, Honda has been able to consistently provide technical know-how, design specifications and R&D innovations. This has lead to the development of world class, apprise for money motorcycles and scooters for the Indian market.Hero Group has taken on the singular and hard responsibility of creating world-class manufacturing facilities with robust processes, building the supply chain, setting up an extensive distribution networks and providing insights into the mind of the Indian client. Since both partners continue to focus on their respective strengths, they have been able to complement each other. In the process, HERO MOTOCORP is recognized today as one of the most triple-crown joint ventures in the world. It is therefore no surprise that there are more HERO MOTOCORP bikes on this countrys roads than the total population of some European countries put together The high societys meteoric growth in the two-wheeler market in India stems from an intri nsic ability to slide by out and come closer to its nodes, with every passing year.HERO MOTOCORPs bikes are sold and benefitd through a network of over 3500 node touch points, comprising a mix of dealers, serve up centers and stockiest regain across rural and urban India. HERO MOTOCORP has built two world-class manufacturing facilities at Dharuhera and Gurgaon in Haryana, and its third and most sophisticated go under at Haridwar has just undefiled a full year of operations. It is difficult to imagine that all this has happened in the span of just two and a half decades The best is yet to come. During the year in review, HERO MOTOCORP powered its way in a market that, for all practical purposes, was feeling the full effects of the economic slowdown in India. With an economic recovery now clearly on the cards, HERO MOTOCORP is all set to ride into another summit.As Brijmohan Lall Munjal, the lead, HERO MOTOCORP Motors succinctly puts it, We pioneered Indias two wheeler indu stry, weve steered it through difficult times now it is our responsibility to set the pace again. - HERO MOTOCORP MOTORS LTD HERO MOTOCORP Motors Ltd. is a result of the joint venture between Indias Hero Group and Japanese Honda Motors bon ton in the year 1983. This joint venture has not only created the worlds single largest two wheeler company but also one of the most successful joint ventures worldwide. HERO MOTOCORP is globally known of being the most fuel-efficient and the largest CBZ selling Indian Motorcycle go with.This is a relationship so harmonious that HERO MOTOCORP has managed to achieve indigenization of over 95 percent, a Honda record worldwide. The company is committed to provide the customer with excellence. A rich setting of producing high value products at reasonable prices led the worlds largest manufacturer of motorcycles to fall in with the worlds largest bicycle manufacturer. During 80s, HERO MOTOCORP became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. They company possess three manufacturing units found at Dharuhera, Gurgaon and Haridwar are capable to produce 4. 4 million units per year.They introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. The un come toled features like fuel conservation, safety riding courses and mobile workshops helped the group reach in the interiors of the country. Well-entrenched in the domestic market, HERO MOTOCORP Motors Ltd. turned its attention overseas, and exports have been steadily on the rise. The below chart shows the golden years in the history of HERO MOTOCORP - 1985 CD-100 1989 SLEEK 1991 CD-100 SS 1994 Splendor 1997 Street 1999 CBZ 2001 PASSION 2002 DAWN, emulation 2003 CD-DAWN, SPLENDOR +, PASSION +, KARIZMA 2005 SUPER-SPLENDOR,CD-DELUX, GLAMOUR, ACHIEVERYear Event 1984 * He society was incorporated on 19th January, at New Delhi. The Company fable motor cycles up to 100 cc capaci ty. The Company was promoted by Hero Cycles (P) Ltd. (HCPL). * The Company entered into a technical-cum-financial collaboration agreement with Honda Motor Co. Ltd. , Japan (HML). As per this collaboration agreement, HML was to furnish complete technical information and know-how and trade secrets and other relevant data. * HERO MOTOCORP CD-100 is the first four stroke motorcycle to be introduced in India in 100cc range. 1985 1986 * 36, 00,000 rights equity shares issued at par in prop. 310. 990 * In the domestic market the Company was reported to have a market share of 46%. 1994 * The Companys production and turnover increased to 1, 83,490 motorcycles and Rs. 483. 85 crores respectively due to growth in demand for two wheelers and declining inflation. 1995 * A new technical Collaboration Agreement has been signed with Honda Motor Co. Ltd. , Japan for the period up to the year 2004 which includes technology related to models of higher Engine displacement. 1997 * HERO MOTOCORP Motors Ltd (HHML) has set up a new motorcycle plant in Gurgaon, near Delhi for the manufacture of the Honda Super Cub 100 cc stepthro bike 1998 Honda Motor Company Ltd of Japan (Honda) and Kinetic Honda Motor Ltd (KHML) have signed a five-year licence and technical assistance agreement under which KHML will continue to receive the technical knowhow, critical vehicle parts and access to Hondas markets even after the sale of Honda stake in KHML to Kinetic Engineering Ltd (KEL). * The Company changed the paradigm in two-wheelers by opening the most powerful and fast bike- CBZ (e) with a unique feature of Transient force Fuel Control (TPEC) system. 1999 * Leading two-wheelers manufacturer Hero Motors has formed a joint venture with Briggs Stratton of US to develop and manufacture four-stroke engines for mopeds and scooters in India, a top company. 2000 HERO MOTOCORP Motors Ltd. and Tata Finance Ltd. have signed a subject tie-up agreement. The Company is the largest manufacturer of motorcycl es in the country. * He Company was ranked as the 9th Highest Value Creator among 12 industry groups within the Bombay agate line deepen top 100 companies over a five year period (1994-99). 2001 * HERO MOTOCORP Motors Ltd. has launched a new 100cc motorcycle named Passion. 2002 * Becomes the worlds largest two wheeler company by selling 1. 3 million vehicles in 2001 2003 * Launches its cheapest 100cc wheel CD Dawn * Bikes production capacity at two of its manufacturing facilities to three lakh units Achieves milestone by producing five million bikes from its Dharuhera plant in Haryana * Launches its new 223-cc, 16. 8 BHP Karizma at Rs 79,000 * The company has bagged two Total client enjoyment (TCS) portrays. * HERO MOTOCORP Karizma bags BBC Bike of the Yr Award 2004 * HERO MOTOCORP unveils new version of Ambition * Hero Motors introduces Sting new 4-stroke bike 2005 * Two-wheeler major HERO MOTOCORP on October 5 announced launch of its first scooter Pleasure * HERO MOTOCORP ro lls out 150-cc motorcycle Achiever 2006 * HERO MOTOCORP launches CBZ variant X-treme * HERO MOTOCORP announced the launch of two new variants the new enthral and * Passion Plus limited edition. 2009 HERO MOTOCORP motors launched new bike KARIZMA ZMR. Basic Organization map New Organization Chart - BOARD OF DIRECTORS No. adduce of the music directors Designation 1 Mr. Brijmohan Lall Munjal chairman & Whole-time manager 2 Mr. Pawan Munjal Managing managing director & CEO 3 Mr. Toshiaki Nakagawa Joint Managing managing director 4 Mr. Sumihisa Fukuda Technical conductor 5 Mr. Om Prakash Munjal Non-executive music director 6 Mr. Sunil Kant Munjal Non-executive music director 7 Mr. Masahiro Takedagawa Non-executive coach 8 Mr. Satoshi Matsuzawa(Alternate managing director to Mr. Takashi Nagai) Non-executive music director 9 Mr.Pradeep Dinodia Non-executive free lance director 10 Gen. (Retd. ) V. P. Malik Non-executive free lance Director 11 Mr. Analjit Singh Non-execu tive self-reliant Director 12 Dr. Pritam Singh Non-executive Independent Director 13 Ms. Shobhana Bhartia Non-executive Independent Director 14. Mr. Meleveetil Damodaran Non-executive Independent Director 15. Mr. Ravi Nath Non-executive Independent Director - PROFILE OF DIRECTORS DR. BRIJMOHANLALL MUNJAL Mr. Munjal is the founder Director and lead of the Company and the $3. trillion Hero Group. He is the Past President of Confederation of Indian Industry (CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the advance of the Countrys primal Bank (Reserve Bank of India). In recognition of his contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the Union Government. Mr. Munjal is symbolisely on the wit of the future(a) familiar limit CompaniesDr. Brijmohan Lall Munjal is currently on the come on of the following cosmos bound companies No. reach of Company character of speckle 1 Hero MotoCorp. Ltd. Chairman and Whole-time Director 2 Hero FinCorp Ltd. Chairman slowly Bill limit Director 4 Hero InvestCorp hold in Director 5 Munjal basea confine Director 6 Rockman Industries Ltd. Director 7 Shivam Autotech express Director 8 Survam foundation Ltd. Director MR. PAWAN MUNJAL Mr. Munjal is the Managing Director and CEO of the Company. He is responsible for growth and strategic planning for the entire Group. A calibrate in robotlike Engineering, Mr. Munjal has been instrumental in do working about technological and managerial excellence in the Companys operations. He has been the Chairman of several Committees of CII.He is also on the board of Indian Institute of guidance, Lucknow and Indian develop of lineage. An avid golfer, Mr. Munjal is Past Chairman of the Asian PGA Tour plug-in of Directors and the Past President of Professional Golfers link of India (PGAI). Under his guidance, Hero MotoCorp launched the Hero Indian Sports Academy (HISA) in collaboration with Laure us Foundation to provide equal opportunities in sports to various communities and to requite talent in the country. Mr. Munjal is currently on the board of the following Public express Companies No. Name of Company constitution of Office 1 Hero MotoCorp Ltd. Managing Director CEO 2 Hero FinCorp Ltd. Director 3 Hero InvestCorp detail Director Hero Realty Infra particular Director 5 Rockman Industries limit Director MR. SUNIL KANT MUNJAL Mr. Munjal was plant on the table of Directors of the Company on haughty 25, 2006 as an Non Executive Director of the Company. After his graduation, he underwent training in the field of Mechanical Engineering. In the year 2011, he was appointed as the Jt. Managing Director of the Company effective August 17, 2011 for a period of 5 years. Mr. Munjal has also been the President of Confederation of Indian Industry (CII). He is also on the Board of Indian School of Business, Hyderabad and is the visiting faculty at various Business Scho ols and Corporate.His specialization is in Business Studies and Holistic Management Practices. Apart from the above he is a segment of Prime Ministers Council on Trade and Industry, Consultative Group on Industry, Planning Commission, Government of India and SEBI Committee on Disclosures. He has made significant contributions to some of the National-level Economic and Labor reforms in India in the capacity of Chairman or as a subdivision. Mr. Munjal is currently on the board of the following Public especial(a) Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Jt. Managing Director 2 Hero Corporate service hold Chairman 3 Hero Management Service Limited Chairman 4 Shivam Autotech Limited Chairman Arrow Infra Limited Director 6 DCM Shriram Consolidated Limited Director 7 Easy Bill Limited Director 8 Hero InvestCorp Limited Director 9 Hero Life Insurance Co. Limited Director 10 Hero Mind mine Institute Limited Director 11 Hero Realty & Infra Limited Director 12 Rockman Industries Ltd. Director 13 Satyam Auto Components Limited Director MR. SUMAN KANT MUNJAL Mr. Munjal was appointed as an spare Director on the Board of the Company on July 29, 2010. Mr. Munjal is the Managing Director of Rockman Industries Ltd. , one of the leading suppliers of Aluminum Die Casting, Machined and Painted Assemblies to Hero MotoCorp Ltd. Mr.Munjal, a graduate in Commerce, possesses rich experience and expertise in business attention and thus has been instrumental in elevating Rockman Industries Ltd. to its current status. Mr. Munjal is currently on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Rockman Industries Limited Managing Director 3 Hero Corporate Service Limited Director 4 Hero InvestCorp Limited Director 5 Hero Steels Limited Director 6 Munjal Acme Packaging Systems Limited Director 7 Survam Infrastructure Ltd. Director MR. PAUL EDGERLEY Mr. Edgerley was appointed as a n Additional Director on the Board of the Company on May 4, 2011 in the category of Non-Executive Director. Mr.Edgerley has been a Managing Director at Bain Capital since 1990, a private investment stiff with over $65 billion in assets under their wariness, where he focuses on investment in the industrial and consumer product sectors. He is currently on the board of The Boston Celtics, Keystone Automotive, Steel Dynamics, Sensate Technologies, MEI Conlux, HD supplement and Hero Investments Pvt. Limited. Mr. Edgerley is also a member of the Dean Advisory Board at Harvard Business School, Kansas State University Foundation, The Shamrock Foundation, serves on the US Board of The Right to Play and New Profit, Inc. He is a certified working public accountant. He was also pillageed an MBA with distinction from Harvard Business School and a BS from Kansas State University. He brings with him enriched experience in the field of finance and administration. Mr.Edgerley is currently on the Board of the following company No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director MR. PRADEEP DINODIA Mr. Dinodia was appointed as an Additional Director on the Board of the Company on March 31, 2001 in the category of Non-Executive and Independent Director. Mr. Dinodia is a fellow member of The Institute of hire Accountants of India and a senior partner in the Delhi-based Chartered Accountancy incorruptible M/s. S. R. Dinodia & Company. He has considerable experience in corporate affairs and allied legal and taxation matters. Mr. Dinodia is on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Shriram Pistons & Rings Limited Chairman 3 DCM Shriram Consolidated Limited Director 4 DFM Foods Limited Director 5 Hero Corporate Services Limited Director 6 J. K. Lakshmi cementum Limited Director 7 Micrometric Grinding Technologies Limited Director 8 SPR International Auto Exports Limited Director 9 Ultima Finvest Limited Director GEN. (RETD. ) V. P. Malik Gen. Malik was appointed as an Additional Director on the Board of the Company on May 4, 2001 in the category of Non-Executive and Independent Director. Gen. Malik retired as Chief of the Indian Army in September, 2000.During his distinguished war machine career, he received number of awards including the Ati Vishista Seva Medal (AVSM) and the Param Vishishta Seva Medal (PVSM) the highest National award for distinguished services. Gen. Malik is on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Limited Director DR. PRITAM SINGH Dr. Singh was appointed as an Additional Director on the Board of the Company on September 28, 2004. in the category of Non-Executive and Independent Director. He is author of seven academically reputed books and over 50 research papers. Dr. Pritam Singh is one of the pioneers of Management Education in India who has devoted his life to the development of Management Education in India and abroad. Dr.Singh received the Padam Shri Award in 2003 for his contributions to this field. Dr. Singh is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Dish TV India Limited Director 2 Godrej Properties Limited Director 3 Hero MotoCorp Ltd. Director 4 Parsvnath Developers Limited Director MR. M. DAMODARAN Mr. Damodaran has been appointed as an Additional Director i. e. June 16, 2008 in the category of Non-Executive and Independent Director. Mr. Damodaran, aged 61 years was born on May 4, 1947 and belongs to the Indian Administrative Service, Manipur-Tripura Cadre. He had held various coveted positions in Government / Public Sector and Regulatory Bodies.In the past he held the position of Joint Secretary (Banking Division) in the Ministry of Finance, Chairman Unit Trust of India. He headed the IDBI bank before being appointed as the Chairman of the Securities and Exchange Board of I ndia (SEBI), the countrys security market watchdog. He was also appointed as officer on special duty with the Reserve Bank of India traffic primarily with the restructuring of three identified weak public sector banks. Mr. Damodaran is currently on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 TVS Automobile Solutions Ltd Chairman 3 Bennett, Coleman and Company Ltd. Director Hindalco Industries Limited Director 5 ING Vyasya Bank Limited Director 6 L T Infrastructure Finance Co. Ltd. Director 7 RSB Transmissions (I) Limited Director 8 S Kumars Nationwide Limited Director 9 Sobha Developers Limited Director 10 Tech Mahindra Limited Director 11 UltraTech Cement Limited Director MR. RAVI NATH Mr. Nath has been appointed as an Additional Director w. e. f. October 14, 2009 in the category of Non-Executive and Independent Director. Mr. Nath, aged 64 years is an Advocate of domineering Court of India. He is a Partner of one of the Indias oldest legal firms Rajinder Narain & Co. He has done his B.Com (Honours), LLB, International and Competitive Laws from Kings College, London, and PIL from Harvard. He did his apprentice from Sinclair Roche and Temperley, London. He brings with him rich and specialized experience in the field of Corporate and Commercial law, asset Finance, Aviation and Cross Border issues of nearly 40 illustrious years. He has also been recognized several times by Euro money and others as a leading lawyer in the field of Mergers Acquisitions. He is listed in Whos Who and Legal 500. The Bar Association of India conferred its highest watch on him. Mr. Nath is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Kanoria Chemicals & Industries Ltd. Director 3 Somany Ceramics Ltd. Director 4 Voith Paper Fabrics India Ltd. Director Dr. ANAND C. BURMAN Dr. Burman has been appointed as an Addition al Director w. e. f. January 13, 2010 in the category of Non-Executive and Independent Director. Dr. Burman is an eminent Industrialist with particular interests in the areas of Research and Development in the pharmaceutical Sciences as well as Biotechnology and Technology issues. Dr. Burman has Doctorate in the area of Pharmaceutical Chemistry from the University of Kansas, USA.He is currently the Chairman of Dabur India Limited. He is also a member in the Council of Governors at Birkbeck College, University of London. Dr. Burman is also on the board of the following Public Limited Companies No. Name of Company Nature of Office 1 Hero MotoCorp Ltd. Director 2 Althea Lifesciences Limited Director 3 Aviva Life Insurance Co. India Limited Director 4 Dabur India Limited Director 5 Dabur Pharmaceutical Limited Director 6 Ester Industries Limited Director 7 H&B Stores Limited Director 8 Hindustan Motors Limited Director - PROMINENT AWARDS TO THE COMPANYYear Awards & Recognitions 2009 ET Awards for Corporate Excellence HERO MOTOCORP is the winner of the Company of the Year award for 2008 09. 2008 NDTV Profit Business Leadership Award 2008 HERO MOTOCORP Wins the Coveted NDTV Profit Business Leadership Award 2008 TNS Voice of the client Awards * No. 1 executive motorcycle Splendor NXG * No. 1 standard motorcycle CD luxe * No. premium motorcycle CBZ Xtreme 2007 The NDTV Profit Car India & Bike India Awards 2007 in the following category * boilersuit Bike of the Year CBZ X-treme * Bike of the Year CBZ X-treme (up to 150 cc category) 006 Adjudged seventh Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company). Best in its class awards for each category by TNS Total client Satisfaction Awards 2006 * Splendor Plus (Executive) * CD Deluxe (Entry) * Pleasure (Gearless Scooters) HERO MOTOCORP Splendor rated as Indias most preferred two-wheeler brand at the Awaaz Consumer Awards 2006. 2005 Awaaz Consumer Awards 2005 Indias most preferre d two-wheeler brand by CNBC in the Automobiles category. Bike Maker of the Year Award by everywheredrive Magazine. 2004 Winner of the brushup 200 Asias Leading Companies Award (3rd Rank amongst the top 10 Indian companies. 2003 Most Respected Company in Automobile Sector by Business World. 2002 Ranked 4th in Overall Best Managed Company category, ranked 3rd in Best Financial Management and Best Operational Efficiency category, and ranked 6th in Overall Best Investor Relations category, by Asia money. 2001 Winner of the look back 200 Asias Leading Companies Award (9th Rank amongst the top 10 Indian Companies). Winner of Three Leaves Award for masking Corporate environs Responsibility in the Automobile Sector by Centre for Science Environment. 1999 National Productivity Award for the Best Productivity Award in the category of Automobile Tractor presented by Vice President of India. 1995 The Analyst Award 1995 presented to HERO MOTOCORP Motors Ltd. on being ranked 9t h amongst the most investor rewarding companies in India. 1995 National Award for outstanding contribution to the Development of Indian trivial Scale Industry (NSIC Award Presented by President of India). 1991 Economic Times-Harvard Business School Award for Corporate Performance to HERO MOTOCORP Motors Ltd. - PRODUCT PROFILE product Product name Showroom price HERO MOTOCORP CD-Dawn STD(97. 20 cc) Rs. 44,681 HERO MOTOCORP HF-Deluxe SPOKEHF-Deluxe sealHF-Deluxe SPOKE(SS)HF-Deluxe turn over(SS)(97. 20 cc) Rs. 48,292Rs. 50,255Rs. 50,929Rs. 51,939 HERO MOTOCORP Splendor Plus SPOKESplendor Plus CASTSplendor Pro SPOKESplendor Pro CASTSplendor Pro SPOKE (SS)Splendor Pro CAST (SS)(97. 20 cc) Rs. 53,061Rs. 54,183Rs. 54,071Rs. 55,192Rs. 56,315Rs. 57,438 HERO MOTOCORP Splendor NXG CASTSplendor NXG SPOKE (SS)Splendor NXG CAST (SS)(100 cc) Rs. 53,321Rs. 54,669Rs. 55,791 HERO MOTOCORP Passion Pro DRK SPOKEPassion Pro DRK CASTPassion Pro SPOKE (SS)Passion Pro CAST (SS)Passion Pro DI SK (SS)(97. 20 cc) Rs. 55,418Rs. 56,540Rs. 57,661Rs. 58784Rs. 61,028 HERO MOTOCORP Passion X-Pro CASTPassion X-Pro SPOKEPassion X-Pro CAST S. S. Passion X-Pro SPOKE S. S. Passion X-Pro CAST DISK S. S. Rs. 58,166Rs. 57,044Rs. 60,411Rs. 9,289Rs 62,655 HERO MOTOCORP Super Splendor S. S(124. 70 cc) Rs. 61,495 HERO MOTOCORP Glamour DRUM SS NEWGlamour CAST DISK (SS)Glamour FI DISK (SS)(125 cc) Rs. 63,299Rs. 65,544Rs. 73,539 HERO MOTOCORP Achiever CAST(150 cc) Rs. 69,568 HERO MOTOCORP CBZ Extreme REAR DRUMCBZ Extreme FR& RR DISK Rs. 78,477Rs. 81,843 HERO MOTOCORP stumblebum CAST FR DISK (SS)Hunk CAST FR & RR DISK (SS) Rs. 76,836Rs. 80,203 HERO MOTOCORP Karizma BLACK WHEELKarizma-ZMR (FI-NEW)(225cc) Rs. 92,205Rs. 1,14,500 HERO MOTOCORP Igniter CAST (SS)HERO MOTOCORP Igniter DISK CAST (SS) Rs. 67,423Rs. 69,568 HERO MOTOCORP- ExtremeHERO MOTOCORP-Extreme FR & RR Rs. 79,599Rs. 2,966 HERO MOTOCORP Impulse Rs. 81,538 HERO MOTOCORP Maestro Rs. 58,145 HERO MOTOCORP Pleasure-NEW(102 c c) Rs. 53,007 PART 3 TOPICS * REVIEW OF LITERATURE - REVIEW OF LITERATURE writings review Preference or taste is a concept used in the social science particularly economics, it assumes a real or imagined choice between alternatives and the possibility of rank ordering of these alternatives based on happiness, propitiation, gratification, enjoyment, utility they provide more generally. It can be seen as a source of motivation. Cognitive sciences individual preferences enable choice of objectives goals.Also more white plague of a normal goods is generally ( but not always ) fictive to be preferred to less consumption. Preference rank translation is a mathematical technique used by marketers to convert stated preferences in to purchase probabilities that is into an estimate of actual buying behavior. It takes survey data on consumers preferences and converts it in to actual purchase probability. One consumer would in general have different consumption behaviors or preference from a nother. He may go on money on computers and technical books while the other may omit on two-wheelers. Availability of this information on consumer preference will be of great value to a marketing company.A bank or a credit card company that can use this information to position different groups of consumer for improved response rate or profit. By the same to key information on conception preference of the residents in one specific region for improved profit. Therefore it is very alpha to have a tool that can help analysis consumers behavior and portend the changes in purchase pattern and changes in purchase trend. According to tray Norcross, London, I believe very strongly that consumers have a right just because it is getting harder to reach consumers doesnt mean that marketers should be more indirect or more forceful in their attempts to reach us. In fact quite the opposite, many of us are happy to be contacted with relevant timely, meaningful offers.But its going to be on ou r terms, no lengthy victims of aggressive marketing we want to participate in the process with certain(p) brands and partners. Come and hang out with me here on consumer preference and learn how as a consumer. You can have more control than you thought. How you can research people in an effective and respectful way. TOPICS CONCEPT OF node SATISFACTION PART 4 - CONCEPT OF SATISFACTION Concept Customer contentment Satisfaction is the consumers fulfilment response. It is a judgement that product or service feature, or product or service itself, provides a pleasurable level of consumption-related fulfilment.Satisfaction is persons feeling of pleasure or disappointment resulting from companys product perceived performance in reaction to his/her expectation. Customer Satisfaction Satisfaction Satisfaction is a new way for customers and organization to work together to get answers, solve fusss, and create new and better products services CUSTOMER SATISFACTION The usual measures of cus tomer joy involve a survey with a set of biddings using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their experience and expectation of the performance of the organization being measured. Customer satisfaction measures the gap between customer experiences and expectations.If a customers experience of a product or dealer service exceeds his/her expectations, then the exceeded amount will equal satisfaction. And conversely, if the Customers experience falls short of expectation, the short fall will be equal dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation and experience. Hence it can be seen that a two-wheeler has changed from a luxury item to a necessity. This indicates that the present market condition is very good future of the indenting seems to be highly potential, hence many new entrants are entering the industry and qualification the competition even more enthusiastic. In this project report, we will find out the satisfaction level of the Hero MotoCorp Bikes owners in Surat city.The problem it is veneering in the present market scenario. This project evaluates the various factors that keep the customer satisfied. It also evaluates the various factors that influence a customer to buy the bikes. small-arm selecting a bikes, the various aspects that have to be given a thought with respect to Brand Image, Colour, Fuel efficiency, technology used, etc The extent to which a product perceived performance matches a emptors expectations. If the products performance falls short of expectations, the buyer is dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or delighted. Expectations shape customer perception of product / firms performance.Customer perceptions of the firm and its offer are shaped by * impart of mouth publicity like recommendations from friends , relatives, neighbours and peer group at work place. * Personal experience on the part of the customers. * Personal needs of individual customers. * External communication like the publicity of the firm in the media and its advertizing and other corporate communications. The bring also finds the percentage of respondents who claim the franchise personnel attempted to influence their response to satisfaction surveys doubles to 12 percent when service is not up to par, when the work was not completed right the first time, or when the vehicle was not ready when promised. distinctly some dealer personnel are attempting to mitigate a problem they know they have. But the attempt is usually transparent, and comes off as disingenuous, said Ivers. Auto companies and dealers recognize the obvious benefits of satisfying customers. Satisfied customers often bring repeat business and tell their acquaintances about the experience. While a few dealer personnel find creative ways to garner incontrovertible feedback, even when its undeserved, the reality is customer sa tisfaction is driven by truly satisfying customers, not trying to influence their satisfaction surveys. A business term is a measure of how products and services supplied by a companmeet or surpass(better than) customer exprctation.When conducting a customer satisfaction survey, what you ask the customer is important. How, when and hoe often you ask these questions ars also important. However, the most important thing about conducting a customer satisfaction survey is what you do with the answer. Customer satisfaction will come acros the many situation where the organization need to evaluate customer perception of difference attributes of a product and his satisfaction there of. The customer satisfaction is very useful for the identifications of the customer requirements, boldness of products functional requirements , and also veryuseful for the concept of the product development. Customer satisfaction in 7 steps (4) encourage face to face dealings 2 respond to messages promptly a nd keep your clients informed. 3 be friendly and comprehensible 4 have a clerly defined customer service policy 5 attention to detail 6 anticipate your clients needs and go out of your way to help themout 7 honour your promises So, customer satisfaction of a function of perceived performance and expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation, the customer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. Tools for tracking and measuring customer satisfactionThere are four following tools for tracking and measuring customer satisfaction- * flush and touch system. * Customer satisfaction survey. * Lost customer analysis. But among them customer satisfaction survey is suitable because responsive companies measure customer satisfaction direct by conduction periodic survey. CUSTOMER SERVICE This is the most important department in a courier service. Customer service department should be very well trained and they should have good product knowledge. It is imperative that they treat each client as an important one. Problems are bound to occur due to circumstances beyond our control, but the customer service should be able to answer these clients and should not evanesce away from the problems.At the branch level the operator or office subordinate will have the dual responsibility of receiving collection calls as well as customer service calls. RESPONSIBILITIES OF A CUSTOMER SERVICE * parcel customers in trouble * Working for customer satisfaction * Upholding the companys scope * Increasing the companys business * Supporting and carrying out the companys policy of service excellence * Being an important link between the management and the customer. FEW THOUGHTS ABOUT CUSTOMER assist * A customer is the most important person to enter our place of business. * A customer is not dependent on us we are dependent on him. He pays our salary. A customer is a person who brings us his wants it is our job, duty and privilege to handle him with promptness courtesy and consideration. * The company that cares for the customers does not have to be anxious about its profitability and growth. * A customer is not an interruption to our work. He is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him. * Customers do not buy a product, unless they are useful, convenient, attractive, durable and reliable. * The employee who cares for the customer does not have to be anxious or worried about his job security and incomes. STRANGER is a friend whom we have yet to meet.WHY CUSTOMERS diverge * 1% due to death. * 3% move away * 5% form other friendships. * 9% for competitive reasons. * 14% because of product dissatisfaction. * 68% quit because of attitude of indifference towards customer service. WHAT DISPLACES THE CUSTOMER * Delay in responding. * Ignor ing his presence. * Over charging without prior notice or explanation. * Untidy office. * Unmanned counter and telephone. * Show rules instead of being helpful. * Delaying refunds and dues. * Make him appear small, by not showing respect. PART 5 TOPICS PROBLEM IDENTIFICATION - PROBLEM IDENTIFICATION undercoat OF THE bailiwickAs customers satisfaction is the key element for progress companies must give more priority to ever changing needs of the customer. educational activity OF PROBLEM * A well define problem is half beginning of that problem. So it represent single most important step to be Identification of problem and definition of it. And that is this task is heart of research work. * Here in the research view, problem identification means either converting management problem in to research problem or converting marketing in to research proposal. * HERO MOTOCORP wants to know the customer satisfaction level of HERO MOTOCORP bike, why the customer of HERO MOTOCORP satisfied o r dissatisfied with product. * To under take customer satisfaction level of HERO MOTOCORP at DHRU AUTOMOBILEES. OBJECTIVES OF exact Following are the major objective the research study .OBJECTIVE OF THE STUDY The present study has been conducted in order to * Know the customer sense level of HERO MOTOCORP Companys product range. * To make a satisfaction analysis of people on the performance, aesthetics, features, serviceability and company image of HERO MOTOCORP Bikes they own. * To analyze the attitude and perception level of people towards the HERO MOTOCORP Bikes they own * To know the present consumer preference in the market. * To offer suggestion based on the findings. * To know the satisfaction level of customers. To find out which features attract to the customers. * To find out the factors which are important while purchasing HERO MOTOCORP products? * To track the factor affecting satisfaction level of customers and perception in view point of Customers - LIMITATION OF ST UDY Following are the major limitation the research study * Scope/area of study is restricted to only Surat city. * Time duration of study is duly 6 weeks. * Study considered only few samples of customers. * The information collected by query can be biased to a little extent as they express them. - SIGNIFICANCE The study is useful to know the customer satisfaction of HERO MOTOCORP bike. * The study is also too useful to know different criteria which are important for taking the decision about changes in various systems. * The report is useful to know the