INDEX
Sr. No CHAPTER Page No
1. INTRODUCTION
1)Introduction
2)Need to understand customer
3)The manufacturing process
2. COMPANY PROFILE
Company profile of Honda two wheelers
History
Product
Company Mission and Vision
3. RESEARCH METHODLOGY
1)Objective of study
2)Scope of study
3)Method of Data Collection
4)Research Design
5)Limitation
4. DATA INTERPRETATION & ANALYSIS
6. RESULTS AND FINDING
7. CONCLUSION
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SUGGESTION
9.
BIBLIOGRAPHY
1|Page
INTRODUCTION
INTRODUCTION
HONDA Motorcycle and Scooter India, Private Limited ( HMSI ) is the wholly owned India
subsidiary of Honda Motor company Limited Japan. Founded in 1999, it was the fourth
Honda automobile venture in India, currently
HMSI has four manufacturing location at Manesar in Haryana, Tapukara in Rajasthan,
Narsapura, kolar in Karnataka and Vithalpur, NW of Ahmadabad scooter – exclusive plant in
Gujarat. Its facility in narsapura is the largest amongst its four location and has capacity of
the 6,600 vehicles per day. Honda India sales skyrocketed up to 4.28 millions motorcycle
and scooters backed by scooterization of India via bestselling scooter active over 350,000
scooter Activa scootor in 2017/ 18. Honda motorcycle & scooter started independent
operation since 2010 after separation from Hero Honda motors J/V since 1984. 6millions
production capacity establishment within 7 years record in India, top world motorcycle
market. Japanese auto major Honda Motorcycle and Scooter India (HMSI), which has
invested close to Rs 150 crore to make operational an integrated Technical Centre at its
Manesar facility in October last year, will roll out its first indigenously developed product
within a [Link] has hired 200 engineers to work at the Technical Centre in Manesar,
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half of whom belong to HMSI and remaining are on the payroll of Honda Research &
Development India (HRID). “The research and development (R&D) team will leverage local
sourcing and production infrastructure with innovation to the maximum extent to create
products that directly respond to the needs of the customers in India”, said Keita
Muramatsu, president and CEO, HMSI. The company today launched its most affordable
scooter model Activa-I priced at Rs 44,200 (exshowroom Delhi).aiming to consolidate its
leadership position in the domestic scooter market. Powered by an 110cc engine this
gearless scooter will be sold across the country by June end. Honda also sells three scooters
models Dio, Activa and Aviator all powered by the same 110 cc engine and available at
prices between Rs 44,718 and Rs 53,547 (ex-showroom Delhi).Honda has been losing share
in the scooter market to rivals like Hero MotoCorp, Suzuki Motorcycle India and Yamaha
India that had introduced new models in past few months. Muramatsu said, “We are still
leader in the automatic scooters segment and today we have entered into the personal
compact segment with Activa–I that would increase our penetration in the urban markets.
We have been facing production constrains that has principally led to decrease in our
market share, which we aim to recover with our third plant coming upstream in Bangalore.”
He informed that the company has an order backlog for 100,000 two-wheelers nearly 70
per cent of which are for scooters. The company is also studying the possibilities of setting
up a fourth plant for the Indian market but is cautious given the current sluggishness in the
industry. The Indian two wheeler market grew by 2.9% to 13.79 lakh units in the past fiscal,
which came down to 1.13% in the first two months of the current fiscal.
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NEED TO UNDERSTAND CUSTOMER
Understanding customers is the key to giving them good service. To give good customer
care you must deliver what you promise. But great customer care involves getting to know
your customers so well that you can anticipate their needs and exceed their expectations.
To understand your customers well, you need to be attentive to them whenever you are in
contact with them. The potential rewards are great: you can increase customer loyalty and
bring in new business through positive word-of mouth recommendation
There are three main ways to understand your customers better. One is to put yourself in
their shoes and try and look at your business from their point of view. The second way is to
collect and analyse data in order to shed light on their buying behviour. The third way is
simply to ask them what they think Understanding your customers requires you to put
yourself in their shoes take a hard look at the points at which your customers have contact
with your business. These include meetings and visits, phone calls, correspondence and
deliveries. Do your premises look scruffy, is your receptionist unfriendly or do your phones
ring and ring without being answered? All of these things can make a customer feel
disappointed.
The most common customer complaint is being kept waiting. If you're slow to return calls
or fulfil orders, then you're in danger of losing customers. Above all, customers want you to
deliver what you have promised and surpass their expectations
As a small business, you can offer a personal service. If you remember a customer's name
and recall your last conversation with them, you will have brightened up their day. They will
also tell their friends what a great service you provide.
Understanding your customers and improving your service must be a priority throughout
your business.
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SIX STEP TO UNDERSTAND CUSTOMER NEED
Listen to your customers
Empathize with customers
Offer free product demonstrations
Learn about your competitors
Give customers options
Reassure customers that your services will meet their expectations
Conduct a customer satisfaction survey and you will make your customers feel valued. You
will also gain valuable insights. But don't ask for feedback if you're not prepared to make
changes When you do make improvements, tell your customers what you have done as a
result of their feedback.
Well-compiled customer surveys can tell you things you may not know, including human
factors such as staff behaviour. Not everyone complains when they are dissatisfied. Instead,
they tell their friends about their bad experience and take their business elsewhere. Unless
you proactively consult your customers, you may never discover if you are going wrong.
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THE MANUFACTURING PROCESS
Raw materials as well as parts and components arrive at the manufacturing plant by truck
or rail, typically on a daily basis. As part of the just-in-time delivery system on which many
plants are scheduled, the materials and parts are delivered at the place where they are
used or installed.
Manufacturing begins in the weld department with computer-controlled fabrication of the
frame from high strength frame materials. Components are formed out of tubular metal
and/or hollow metal shells fashioned from sheet metal. The various sections are welded
together. This process involves manual, automatic, and robotic equipment.
In the plastics department, small plastic resin pellets are melted and injected into molds
under high pressure to form various plastic body trim parts. This process is known as
injection molding.
Plastic and metal parts and components are painted in booths in the paint department
using a process known as powder-coating (this is the same process by which automobiles
are painted). A powder-coating apparatus works like a large spray-painter, dispersing paint
through a pressurized system evenly across the metal frame.
Painted parts are sent via overhead conveyors or tow motor (similar to a ski lift tow rope)
to the assembly department where they are installed on the frame of the motorcycle.
The engine is mounted in the painted frame, and various other components are fitted as
the motorcycle is sent down the assembly line.
Wheels, brakes, wiring cables, foot pegs, exhaust pipes, seats, saddlebags, lights, radios,
and hundreds of other parts are installed on the motorcycle frame. A Honda Gold Wing
motorcycle, for example, needs almost as many parts to complete it as a Honda Civic
automobile.
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COMPANY PROFILE
LOGO OF HONDA COMPANY
COMPANY PROFILE OF HONDA TWO WHEELERS
Honda Motor Co., Ltd. (Honda), incorporated on September 24, 1948, develops,
manufactures and markets motorcycles, automobiles and power products across the world.
The Company's segments include Motorcycle Business, Automobile business, Financial
services business, and Power product and other businesses. Honda conducts its operations
in Japan and around the world, including North America, Europe and Asia. Honda markets
its products through a sales network of independent local dealers. Its motorcycles are
distributed through outlets, including PRO'S shops and Honda Dream authorized
dealerships. Its automobiles and power products are distributed in Japan through retail
dealers. Its manufacturing facilities are located in Japan, the United States, Canada, Mexico,
the United Kingdom, Turkey, Italy, France, China, India, Indonesia, Malaysia, Thailand,
Vietnam, Argentina and Brazil.
Motorcycle Business
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The Company produces a range of motorcycles, with engine displacement ranging from the
50 cubic centimeters class to the 1,800 cubic centimeters class. Honda's motorcycles use
internal combustion engines developed by Honda that are air-or water-cooled, four-cycle,
and are in single, two, four or six-cylinder configurations. Honda's motorcycle line consists
of sports (including trial and moto-cross racing), business and commuter models. Honda
also produces a range of offroad vehicles, including all-terrain vehicles (ATVs) and side-by-
side (SxS).
Automobile Business
The Company's automobiles use gasoline engines of three, four or six cylinder, diesel
engines, gasoline-electric hybrid systems and gasolineelectric plug-in hybrid systems.
Honda also offers alternative fuelpowered vehicles, such as ethanol, battery electric and
fuel cell vehicles. Honda's principal automobile products include passenger cars, light trucks
and mini vehicles. Its passenger car models include Accord, Accord Hybrid, Amaze, Brio,
Brio Amaze, Brio Satya, City, Civic, Civic
Financial Services Business
Honda offers a range of financial services to its customers and dealers through finance
subsidiaries in countries, including Japan, the United States, Canada, the United Kingdom,
Germany, Brazil and Thailand. The services of these subsidiaries include retail lending,
leasing to customers and other financial services, such as wholesale financing to dealers.
Power Product and Other Businesses
Honda manufactures a range of power products, including generalpurpose engines,
generators, water pumps, lawn mowers, riding mowers, grass cutters, brush cutters, tillers,
snow blowers, outboard marine engines, power carriers, sprayers and pressure washers.
Honda offers cogeneration units.
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HISTORY
Soichiro Honda, the developer of Honda motorcycles, didn’t set out to manufacture them.
In fact, his passion was vehicles. He also loved the idea of driving fast and enjoyed racing.
He worked from the time he was a teenager in an auto repair shop, so he had a great
understanding of the mechanical end of things. He also owned a Harley and an Indian,
giving him plenty of motorcycle riding experience
In 1928, Honda opened his own repair shop. As a hobby he also indulged in building race
cars. He did not start the Honda Motor Company until he was 41 years old in 1948. They
manufactured several two stroke and four stroke motorcycle models. He focused on the
areas of quality and design, offering well made products to compete in the industry .While
the motorcycle sells continued to rise over the next two decades, the company almost went
under in 1953. This was due to the end of the Korean War and economic depression in
Japan. However, they continued to sell a small amount of motorcycles and continue
production. The main reason Honda did not close the factory was because he did not want
to see more people out of work. Honda is also credited with establishing the Motorcycle
Industry Council and the Motorcycle Safety Council. They provided half of the funding
needed to start both organizations. Their community involvement was noticed and highly
appreciated by the motorcycle enthusiasts of the United States, resulting in more trust in
Honda [Link] the 1970’s Honda continued to rule the motorcycle industry,
developing new motorcycles that people around the world couldn’t get enough of. They
also got a reputation for the fastest bikes around, as their models won more than 70 high
profile races around the world in 1973. In 1975 Honda took another leap that paid off well
for them. They introduced the GL1000 Gold Wing as a touring bike. It brought a whole new
level of comfort and style to touring bikes that other manufacturers quickly copied. Since
then, Honda has continued to produce innovative motorcycle models that appeal to the
various cultures around the world. They have also continued to invest in the public interest.
Honda donates thousands of motorcycles to worthy causes each year. They also help fund
motorcycle training courses to help ensure motorcyclists have the best information to
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operate their bikes safely. Honda has proven themselves to be a manufacturer of reliable
motorcycles for the past several decades. They are among the top sellers in the motorcycle
industry because of their unique designs, long lasting equipment, and low cost motorcycle
models. While they have taken some huge risks over the years, they have helped them to
build the successful motorcycle empire they have today.
PRODUCT
Honda bikes price starts at ₹ 64,900. Honda has a total of 35 bikes of which 17 models are
upcoming which include CB350 Brigade, CB500X, PCX 125, CB750 Hornet, Activa 7G,
CBR300R, CB500F, Activa Electric, CBR500R, XL750 Transalp and CB1000R
There are around 17 upcoming Honda bikes that will launch in India between 2023 and
2024, including Hawk 11, CBR300R, XRE 300, CB350 Cruiser, NX200. Among these 2 are Cafe
Racer-Bikes, 10 are Sports, 3 are Cruiser, 1 are Tourer and 1 are Adventure. The launch of
the CBR300R is expected within the next 1 month.
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COMPANY MISSION AND VISION
MISSION
A dynamic growth oriented company through market leadership, excellence in quality and
service and maximizing export, ensuring attractive returns to equity holders, rewarding
associates according to their ability and performance, fostering a network of engineers and
researchers ensuing unique contribution to the development of the industry, customer
satisfaction and protection of the environment by producing emission friendly green
products as a good corporate citizen fulfilling its social responsibilities in all respects.”
VISION
MARKET LEADER in the motor cycle industry emerging as global competitive centre of
production and export” in these area, we will bring the universal passion of HONDA to
“serve people worldwide with the joy of expanding their life’s potential” and two ward this
end, we will lead the advancement of mobility and enable people everywhere in the world
to improve their daily lives.
“ This is our 2030 vision statement.”
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RESEARCH METHODLOGY
Research methodology is the path through which researchers need to conduct their
research. It shows the path through which these researchers formulate their problem and
objective and present their result from the data obtained during the study period. This
research design and methodology chapter also shows how the research outcome at the end
will be obtained in line with meeting the objective of the study. This chapter hence
discusses the research methods that were used during the research process. It includes the
research methodology of the study from the research strategy to the result dissemination.
For emphasis, in this chapter, the author outlines the research strategy, research design,
research methodology, the study area, data sources such as primary data sources and
secondary data, population consideration and sample size determination such as
questionnaires sample size determination and workplace site exposure measurement
sample determination, data collection methods like primary data collection methods
including workplace site observation data collection and data collection through desk
review, data collection through questionnaires, data obtained from experts opinion,
workplace site exposure measurement, data collection tools pretest, secondary data
collection methods, methods of data analysis used such as quantitative data analysis and
qualitative data analysis, data analysis software, the reliability and validity analysis of the
quantitative data, reliability of data, reliability analysis, validity, data quality management,
inclusion criteria, ethical consideration and dissemination of result and its utilization
approaches. In order to satisfy the objectives of the study, a qualitative and quantitative
research method is apprehended in general. The study used these mixed strategies because
the data were obtained from all aspects of the data source during the study time.
Therefore, the purpose of this methodology is to satisfy the research plan and target
devised by the researcher.
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OBJECTIVE OF STUDY
Everybody in this universe is a consumer. We need a variety of goods and services right
from our birth to death. Then who are the consumer and how they behave while
purchasing a particular product is very important for marketers. Two-wheelers market is a
buyers' market with numerous of brands as well as a number of product differentiations in
terms of models in each brand. Hence an attempt has been made in this study to examine
the 12 consumer preference towards two wheelers. The objectives of the study are as
follows:
To study about the consumer preference towards Honda in general.
To find the awareness level of the consumer regarding the Hero Honda brands that
are available in the market.
To know the important factors influencing the purchase decision of buyers.
To analyses the relationship between the brand preference with reference to
demographic factors.
To rank all the brands in Hero Honda Motors and to know the level of satisfaction of
consumers.
To offer valid suggestion for the improvement of the product.
SCOPE OF STUDY
The scope of the study is confined to Hero Honda Two-wheeler.
The study has got very wider scope in the vehicle and it is common to all consumers.
This study provides best choice to the consumer while selecting the brand.
This study has been constructed and designed to evaluate the present scenario of
two-wheeler industry especially Hero Honda Motors
To find out the influencing factors of brand preference and consumption habits of
consumer while selecting two-wheeler.
This study focus the overall maintenance of profitability and annual report of Hero
Honda Motor.
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METHOD OF DATA COLLECTION
Data collection is a process of collecting information from all the relevant sources to find
answers to the research problem, test the hypothesis and evaluate the outcomes. Data
collection methods can be divided into two categories: secondary methods of data
collection and primary methods of data collection.
Secondary Data Collection Methods
Secondary data is a type of data that has already been published in books, newspapers,
magazines, journals, online portals etc. There is an abundance of data available in these
sources about your research area in business studies, almost regardless of the nature of the
research area. Therefore, application of appropriate set of criteria to select secondary data
to be used in the study plays an important role in terms of increasing the levels of research
validity and reliability.
These criteria include, but not limited to date of publication, credential of the author,
reliability of the source, quality of discussions, depth of analyses, the extent of contribution
of the text to the development of the research area etc.
Primary Data Collection Methods
Primary data collection methods can be divided into two groups: quantitative and
qualitative.
Quantitative data collection methods are based in mathematical calculations in various
formats. Methods of quantitative data collection and analysis include questionnaires with
closed-ended questions, methods of correlation and regression, mean, mode and median
and others.
Quantitative methods are cheaper to apply and they can be applied within shorter duration
of time compared to qualitative methods. Moreover, due to a high level of standardisation
of quantitative methods, it is easy to make comparisons of findings.
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Qualitative research methods, on the contrary, do not involve numbers or mathematical
calculations. Qualitative research is closely associated with words, sounds, feeling,
emotions, colours and other elements that are nonquantifiable.
Qualitative studies aim to ensure greater level of depth of understanding and qualitative
data collection methods include interviews, questionnaires with open-ended questions,
focus groups, observation, game or role-playing, case studies etc.
RESEARCH DESIGN
A research design is a framework or blue print for conducting the research project. It details
the procedure necessary for obtaining the information needed to structure and solve
research problem. A research design lays the foundation for conducting the project. The
cross-sectional descriptive research design is used for conducting this research work
because this design enables the researcher to study the problem at given point of time of
the population of interest. To identify the problem, to develop and approach the problem
and to formulate an appropriate research design, primary research is used. Several people
who were visited the showroom of Rajkot Honda were identified and primary data were
collected from respondents using structured questionnaire. Firstly pilot study will be done
and its output will be used for the formulation of questionnaire especially for item
construction for the scale to measure the satisfaction level. A structured questionnaire will
be designed for quantitative research and will be pre-tested before using as a final
instrument for collecting the data.
LIMITATION
The survey was restricted to Tirupathi only they may be few opinions, which might have
been missed out. The accrues of the analysis and conclusion drown entirely depends upon
the reliability of the information provided by the employees. Sincere efforts were made to
cover maximum departments of the employees, but the study may not fully reflected the
entire opinion of the employs. In the fast moving/ changing employs behavior. Name new
and better things may emerge in the near future, which may cannot safe guard in this
report.
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DATA INTERPRETATION & ANALYSIS
Q.1 How long has you been associated with Honda motors...?
1. From 1 year 10%
2. From1-3 years 40%
3. From 3-5 years 20%
4. From 5-7 years 20%
5. Above 7 year 10%
10% 10%
20%
1st Qtr
2nd Qtr
40% 3rd Qtr
4th Qtr
20%
5th Qtr
s
10 % are people associate of 1 years, 40% people are associated with 1-3 years,
20% people are associated with 3-5 years, 20% people are associated with 5-7
years and 10% people are associated with above 7 years.
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Q.2 How would you rate HONDA motors on the following parameter….?
Agree 50%
Strong 20%
Disagree 20%
Strongly Disagree 10%
10%
20%
50%
1st Qtr
2nd Qtr
3rd Qtr
20% 4th Qtr
20% people are strongly agree with parameter, 50% people are agree with
parameter, 20% people are disagree with parameters , 10% people are strongly
disagree with the parameters
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Q.3 what is your overall opinion about HONDA Motors..?
1. Very Bad 0.5%
2. Neither Bad Nor Good 10%
3. Good 35%
4. Very Good 50%
5%
10%
50% 1st Qtr
2nd Qtr
35% 3rd Qtr
4th Qtr
05% people are said that very bad, 10% people are said that neither bad nor
good, 35% people are said that good and 50% people are said that very good
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Q.4 How likely would you recommend HONDA Motors..?
1. Very Unlikely 20%
2. Likely 35%
3. very Likely 45%
20%
45%
1st Qtr
2nd Qtr
3rd Qtr
35%
4th Qtr
20% people are very unlikely, 35% people are likely and 45% people are very
likely
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Q.5 Do you like the promoters and ad campaigns of HONDA motors..?
1. Very Unlikely 15%
2. Likely 30%
3. Very Likely 55%
11%
25%
1st Qtr
64% 2nd Qtr
3rd Qtr
15% people are very unlikely 30% people are likely and 55% people are very
likely
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RESULT AND FINDING
Respondents in the income group of 10,000 to 15,000 and 20,000 and above
using HONDA Motors
Among the 100 respondents surveyed mostly 90% customer are satisfied with
the bike
Only 10% Customer is dissatisfied with the Honda motors, became of average
Most of customer is educated and qualified people are suggest her bike or
recommended the company name
Better mileage
Novel style
Offer provider
Percentage of well equipment service station
Long lasting durability
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Conclusion
On the average more than 73% people feel that the price are affordable
whereas 12% do not agree 74% believe that attractive discounts are offered
whereas 26% are not satisfied within discount offered 20% said than the lest
drives are not offered and 15% said that post sales follow ups are no 1 done
regularly whereas 85% said that they were done regularly but people feel that it
is the people car as it satisfactory on all the parameters knowledge sales
persons employs spent enough time before and during sales display of
merchandise is attractive availability of product variety of merchandise vehicles
in good condition prices are affordable attractive discounts are offered decor of
the waiting area is pleasing respond to complaints quickly
Honda motors services is excellent carful with personal information and value
for money the overall opinion about Honda motors is very good 86% people
agreed that the sales persons are knowledgeable and 14% strongly disagreed
that the sales persons are knowledgeable. 64% people agreed that the sales
persons spent enough time with them before the sales and 36% strongly agreed
with sales while 34% strongly agreed that the sales persons spent enough time
with them during sales and only 4% disagreed with this 60% agreed that the
sales person spent enough time with them after sales 26% strongly agreed with
this and 14% disagreed that the sales persons spent enough time with them
after sales 94% agreed that the display of merchandize was attractive and 6%
strongly agreed that the display of merchandize was attractive
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91% agreed that the availability of the product was there, 5% strongly agreed
that the availability was there while only 4% said they disagreed this 87% agreed
that there was verity selection of merchandize whereas 7% strongly agreed that
enough variety was there and 6% disagreed with this 82% agreed that the
vehicles was in good condition when delivered, 16% strongly agreed with
whereas only 2% disagreed with this 64% strongly agreed that this prices are
affordable 21% agreed that the prices are affordable whereas only 15% said that
they neither disagreed with this
55% agreed that discount offered are attractive 34% strongly agreed with this
while 11% disagreed and said that the discount offered were not attractive 80%
agreed that the decor of the witting area was pleasing while 20% strongly
agreed that the decor of the waiting area was pleasing 74% agreed that the test
drive was offered to them 6% strongly agreed that the test drive was offered
while 20% disagreed with this 50% agreed that the post sales that the post sales
follow ups are done regularly 26% strongly agreed and 15% disagreed with this
4% agreed that the response to complaints is quick 18% strongly agreed 12%
neither agreed nor disagreed and 6% disagreed with this.
82% said that the services at Honda services station is excellent, 14% strongly
agreed while only 4% disagree with this, 85% agreed they yes they were
carefully with the personal information, strongly agrees nor disagreed 94%
strongly agreed with this 98% said yes that they are aware about the insurance
schemes of Honda while only 2% said that they were not aware.
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Bibliography
Internet sites- [Link] and other studies sites.
Notes and other material.
Websites
[Link]
[Link]
[Link]
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