Introduction
T.V. Sundaram Iyengar & Sons
Limited established in 1911, is the parent and
holding company of the TVS group. TVS &
sons ltd is the largest automobile distribution
company in India with a turnover exceeding
US $ 450 million (over RS. 15,000 million). It
employs over 500 persons. The company
operates through three divisions TVS & Sons
Sundaram motors and Madras auto service.
We are part of the renowned
TVS group, with core values of Quality,
Service and Reliability. TVS & Sons is the
parent company that handles distribution and
dealership. The customer centric business
division was formed to reach out to customers
through an independent integrated multi-brand
car service solution that focused on the car
customers and their needs. That’s how
‘MyTVS’ was born!
MyTVS was launched in
Tamil.Nadu in 2003, and it provides multi-brand
independent after market integrated service
solution for car consumers. We are proud to have a
relationship brand with two core values-“Trust &
Relationship”
Where “TRUST” is synonymous
with “TVS” Trust, Value & Service And “My”
signifies a “CLOSE RELATIONSHIP” MyTVS aims to
satisfy the total service needs of a car owner. It is
customer centric business.
My TVS All Car Service has
integrated services such as Car Insurance, Accident
claims coordination, Used Car Finance, Car
Overdraft.
OBJECTIVES
• To know the reason for customer preference
towards “My TVS” All Car Service station.
• To know the inventories level in “My TVS” All Car
Service station.
• A service campaign is organized in “My TVS” All Car
Service station.
• To meet the potential customers of “My TVS” All
Car Services station.
• To know the service effectiveness in “My TVS” all car
service station.
• To know the service process of “My TVS” All Car
service station.
NEED FOR THE STUDY
To study the customer satisfaction with services in
My TVS All Car Services.
To study about My TVS services effectiveness.
To identify the customers of MY TVS All Car
Services in the market.
To know the services provided by the competitor
in the market.
To know the employee behavior in My TVS All Car
Services.
To know the overall performance of this My TVS
All Car Services.
Scope of the Study
A Study on service effectiveness of “MY TVS ALL
CAR SERVICES” would help company to know about
the state of mind of customers. Though there are many
service outlets, some customers prefer “MY TVS”
because of integrated multi brand car servicing solution,
proximity to customers-physically and emotionally,
personalized services, transparency & trust, adherence to
quality standards.
Therefore, a study on services effectiveness helps the
company to find ways to retain the customers and to
attract new customers.
LIMITATIONS OF THE
STUDY
• Non-Random Sampling (convenience
sampling) is used.
• Small sample size.
• The data is collected only in single
branch of My TVS, so the findings
cannot be generalized in all branches.
• Data collected from questionnaire may not
be accurate.
• Sometimes customers are unwilling to
response.
• Information provided by the customers
may vary from actual.
RESEARCH
METHODOLOGY
RESEARCH DESIGN
A research design is the arrangement of condition
for collection and analysis of data in a manner that
aims to combine relevance to the research purpose
with economy in procedure.
The researcher has used Descriptive Research
Design. Descriptive researches are those studies that
are concerned with the characteristics of a particular
individual or a group. It has chosen to make an
investigation with specific prediction of
characteristics and attitudes of the employees.
Research methodology defines that how the survey
undertakes. This involves the specification of the
research design; sources of data, methods of primary
data collection and sampling methods that are used.
A survey method is adopted, which includes a face-
to-face contact with Consumers backed by a
structured questionnaire.
PRIMARY DATA: -
The tool used for collecting the
required data is a questionnaire. A well laid out
questionnaire was prepared keeping in mind all
the necessary aspects like the questions
simplicity and consumers. The questionnaire has
been enclosed in this report. A Simple random
sampling method is used. The software used for
analysis is SPSS. Along with my Project Guide
the data was collected through face- to-face
interactions.
From the From the
Apartment College
Face- to- Face
conservation
From the From the
Friends Hospital
From the
Camp
gazines, journals, and Websites. Company
brochures.ext…SECONDARY DATA: -
Secondary data means the data,
which are collected from various books, ma
Secondary data sourcesare
censuses, surveys, organizational records and
data collected through qualitative methodologies
or qualitative research.
STATISTICAL TOOLS:-
Statistical Package for Social Sciences – SPSS
and Microsoft Excel are used for data analysis.
COMPANY PROFILE
About The Company T V S & SONS LTD
Company Founder Shir.T V Sundaram
Name Iyengar
Born In 1877 (Madras)
Chennai
Occupation Industrialist
Established in 1911
Annual turnover US $ 450 million
exceeding
(over Rs.16.000
million)
Strategic Business Units:
Dealership line of Business (DLOB) AL SBU
E.Comet SBU M&M SBU
Parts Distribution SBU
Customer Centric Business
My TVS-24*7 Emergency
service
My TVS-All car service
My TVS-Quality used cars
My TVS-Collision repair
service Petroleum products
Insurance
Special products SBU
Tools & Garages equipment SBU
Core Strength of TVS
“Relationship and Trust’ “Customer centricity
LITERATURE
REVIEW
MyTVS All Car Service:-
MyTVS All Car
Service, a revolutionary concept with
new millennium features is the latest
Introduction from the TVS group for
servicing new generation cars. The
engineering know how of new
generation cars like Santro, Indica,
Maruti & Fiat UNO, differs from each
one and only an expert mechanic can
understand its language, communicate
with its technology and fix problems
and fix problems with an appropriate
spares. At first they do only Fiat car
services, but it is expanded and they
now do multiband cars also,
DATA
ANALYSIS
DATA ANALYSIS AND
INTERPRETATION
The data after collection has to be processed and
analyzed in accordance with the outline laid down
for the purpose at the time of developing the
research plan. This is essential for a scientific study
and for ensuring that we have all the relevant data. A
Processing implies editing, coding, classification and
tabulation of collected data so that they acquiescent
to analysisThe term analysis refers to the
computation of certain measure along with
searching for pattern of relationship that exist among
data groups thus “ in the process of analysis
relationship or difference supporting or confliction
with original or new hypothesis should be subjected
to statistical test of significance to determine with
what validity data can be set to indicate any
conclusion”.
Q1) Occupation
Private employee b) Government employee c) Business
man
Chart 4.1
Q3) which car do you have
Segment A / Segment B / Segment C / Segment D
Q4) How did you come to know about the My TVS All Car Services
a)News paper b) T.V c) Radio d) friendship e) camp
Q11) Are you satisfied with the MY TVS All Car Services work shop infrastructure / Reception
a) Yes b) No c) Average
Q12) Are you satisfied with the employee behavior, while coming for services?
a) Good b) Friendly c) Fair d) V-
good
SUGGESTIONS
Based on the study conducted titled “services effectiveness” the
following suggestions are put forth for perusal and
implementation.
It is suggested that prompt attention and sincere service is
mandatory.
It is suggested that front office employees and technicians to be
made standard.
It is suggested that the company should appoint some more
trained technicians and service engineers.
It is suggested that good advertisement is needed
It is suggested that development in car parking place is needed
It is suggested to ensure the safety for tools of customers
It is suggested that to improve the mobile network coverage
It is suggested that to provide the water facilities and air
conditioning facilities inside the customers lounge.
It is suggested to reduce the labor charges.
CONCLUSION
My TVS all car services station has launched
their various services which are doing very well
in the Southern India. My TVS all car services
station has good brand image. But in the Indian
context the service of the station is not doing
well & its market share is also falling. According
to the researchers survey it can be concluded
that in Southern India it is performing well. This
research helped the researcher to realize inner
potential & to succeed in the carrier. This
helped the researcher to use the theoretical
knowledge & put it in practice. On a personal
side it gives the researcher a chance to
understand different people’s mindset and to
gain market knowledge
