BIJJARGI MOTORS

EXECUTIVE SUMMARY
This project mainly concentrates on the Organisation study towards BIJJARAGI
Motors, Vijayapur. It was a great experience in Bijjargi motors, vijayapur. In Bijjargi
motors I learnt many things about the functioning of the unit according to present market
trends. The interaction with the company gave me a better knowledge and good experience in
the present competitive market. The core competence of the firm lies in fact that it can meet
its customers requirements with cost effectiveness along with value added services is the
secret to its success.
It was totally great experience to me in the company. I spent most of my time in visiting
different functional departments and interacted with the concerned departments managers and
employees.
I was able to understand the importance of each department and their contribution towards
the achievements of customer satisfaction and the company goals. I interacted with each
department managers and I came to know the real situation, roles, duties, responsibilities and
functions of each department. In spite of their busy schedule they were much interested to
explain the different concepts.
In sales the company have wide distribution network all over the north Karnataka. Apart from
focusing on the existing customers the company has to tap and target new opportunities there
by expanding its current base. The main objective is to serve people with quality service.

OBJECTIVES OF STUDY.

To study the organization structure of the company.

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To know about the organization, its various departments and their functions and
activities.

To familiarize about organization structure and its functioning.

To understand how key business processes are carried out in an organization.

To analyse a swot analysis of the organization.

To analyse the position of the company with competitors.

To complete our In-plant training successfully.

SCOPE OF THE STUDY.

Organization behaviour helps to understand different activities and actions in organization. It
also helps to motivate them. People, environment, technology and structure are the main four
elements of Organization behaviour. Simply the scope of this mix is the scope of
Organization behaviour.

INTRODUCTION

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One of the most talked subjects in corporate circles, in recent times is how to optimize the
contribution of human resources in achieving organisation goals. An efficient and satisfied
workforce is the most significant factors in organisational effectiveness and marginal
excellence. But experience in business and service organisations however indicates that
management, comparatively speaking, bestow more time and attention to policies and system
relating to production, technology, investment, inventory, marketing than to human resources.
The Indian automobile industry is now striding inroads into the rural middle class after its
inroads into the urban markets and rural rich. It is trying to bring in varying products to suit
requirements of different class segments of customers.

INDUSTRY PROFILE
The history of the automobile industry in India actually began about 4,000 years ago, when
the first wheel was used for transportation. In the early 15thcentury, the Portuguese arrived in
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china and the interaction of the two cultures led to a variety of new technologies, including
the creation of a wheel that turned under its own power. By the 1600s, small steam-powered
engine models were developed, but it was another century before a full-sized engine powered
automobile was created.
The dream a carriage that moved on its own was realized only in the 18 th century when the
first car rolled on the streets. Steam, petroleum gas, electricity and petrol started to be used in
these cars.
Indias transport network is developing at a fast pace and the automobile industry is growing
too. The automobile industry also provides employment to a large section of the population.
Thus the role of automobile industry cannot be overlooked in Indian economy. All kinds of
vehicles are produced by the automobile industry. It includes the manufacturer of trucks,
buses, passenger cars, defence vehicles, two wheelers etc. The industry can be broadly
divided in to the car manufacturing, two wheelers manufacturing and heavy vehicles
manufacturing units.
The major car manufacturings in India are Hindustan Motors, Maruti Udyog, Fiat India
private Ltd, Ford India Ltd, General Motors India Pvt.Ltd, Honda Sile cars India Ltd,
Hyundai Motors India Ltd, Skoda India Pvt.Ltd, Toyota kirloskar Motors Ltd.

INTROUCTION OF TATA MOTORS

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RATAN NAVI TATA

Chairman of Tata Sons and major Group companies, including Tata Motors, Tata
Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian Hotels, Tata
Tele-services and Tata Auto Company.

Vision Statement
To be the Most Sought after Organization for Enabling
Tata Group Companies Achieve Industry Leadership
.

TATA MOTORS PROFILE

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Type
Traded as
Industry
Founded
Founder(s)
Headquarters
Area served
Key people

Products

Services

Parent
Divisions
Subsidiaries

Public
BSE: 500570(BSESENSEXConstituent)
NSE: TATAMOTORS
NYSE: TTM
Automotive
1945
Jehangir Ratanji Dadabhoy Tata
Mumbai, Maharashtra, India
Worldwide
RatanTata(ChairmanEmeritus)
CyrusPallonjiMistry(Chairman)
KarlSlym(died26January2014,ManagingDirector)
Ravi Kant (Vice Chairman)
Automobiles
Commercialvehicles
Coaches
Buses
Constructionequipment
Militaryvehicles
Automotive parts
Automotivedesign,engineeringandoutsourcingservices
Vehicleleasing
Vehicle service
Tata Group
Tata Motors Cars
JaguarLandRover
Tata DaewooTata Hispano

INTRODUCTION OF BIJJARGI MOTORS

(Tata motors authorised dealers and service station)

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Bijjargi Motors

INTRODUCTION OF BIJJARGI MOTORS

Bijjargi Motors has made deep inroads in the cars market at north region of Karnataka
with top breeds cars from the house of Tata Motors. As a professionally managed car dealer.
Bijjargi Motors is committed to excellence in serving all our esteemed customers.

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Bijjargi Motors has earned a new name & fame since it has become an authorized
dealer ship for Tata Motors in car passenger world. It has been on the growth trail with no
looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate cars &
leave no stone unturned to provide great service. A modern show room of Bijjargi Motors
welcomes you. Well maintained fleets of test drive cars are there to give you feel experience
& drive dynamics on actual driving condition. The showroom even supports you with the
service centre, to assure you of quality service. The Sales Team at Bijjargi Motors is made up
of dedicated show room & field professional with associated with various sections to guide
our valuable customers through the entire sales process right from assisting in the choice of
model, colour & features to extend a helping hand for our customers.
We Bijjargi motors are proud to say that we have been made an elite dealer by Tata
Motors for recognition for outstanding achievements & dedicated dealership enhancement.
Bijjargi Motors of Vijayapur has been the winner for best seller award from Tata
Motors& in our services too.

Show Room of Bijjargi Motors

Make your dreams & aspirations come true. This elegant exclusive modern show room
of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising
expectation of the customers. Here a fleet of well-maintained Tata Cars awaits your perusal.
We are connectively located at NH-13 BYE- PASS, INDI ROAD CROSS, at Vijayapur. We
are providing better access to both the proud owner as well as prospective buyers. We have
market & service of Tata Motors vehicles like Tata Indica, Vista, Indigo, Sumo, Safari, and

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Sumogrande through our sales & services out lets and also they are taken the dealership of
Company.
The showroom through its large workshop would offer sales service, Spare parts &
accessories support to its customers. Our service centre is out fitted with the latest modern
equipments & updates with Tata challenging world standards. Our technical team is qualified
& trained to analyse & provide accurate solution as service point of view.

ORGANIZATION PROFILE

Company Name

BIJJARAGI MOTORS

Established on

In the year 1991

Address

BIJJARAGI MOTORS
Indi cross, Vijayapur 586104

Plant Area

2.5 Acre

Capital

1.5 Crore
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Owner/Partner

Partner

Managing Director

Raju.Bijjargi

Total No of Employees

250

Nature of organization

ownership

Branches

Jamkhandi, Bagalkot, illakal,

Plant area

3 acres

BIJJARAGI MOTORS LOGO

Objective of Bijjargi motors

To give quality service to customer.

To know the expectation of customer and to fulfil the expectation.
To maintenance of faith full relation with customer.
To provide quality service and reasonable charge.
To maintain healthily environment in organization.
To job satisfaction for employees.
To main objective is to satisfy the customer to the maximum.

MISSION AND VISION

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Vision
To grow with people with many more branches and with completely satisfied
customers.

Mission:
To serve people..

Benefits to Employees

Uniform: Company provides uniform to all the employees after they are been
selected.

Salary: The Company pays salary to the employees according their qualifications,
experience, and their ability.

Bonus: At the end of every year bonus is paid to every employee.

Incentives: According to the employees performance incentives are been paid.

Compensation:

if any accident happens and if serious damages are caused

accidentally `to the employee at the work place compensation is been paid.

First aid kit: Company has arranged first aid kit in every division of the motor
section for the safety of the employees.
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Water facility: Company provides pure & healthy drinking for the employees.

Refreshment facility: Company provides 2 times tea i.e. morning & evening to all
the employees. A Television set is been kept in the division where the employees can
entertain themselves during the lunch hours.

Training Facilities: Company provides training facilities to their employees.

Experience: it is a best opportunity to employees for a improving the work

style and growing relation with customer in the specific field on the job
purpose.

Rules & Regulations for the Employees.

The Employee should be in the company premises before 9 am and should work up to

5 pm.
Employee should wear the uniforms everyday as it is mandatory.
Every Employee should follow the safety rules.
Company has provided holiday at every Sunday and other local festivals.
If any Employee damages any of the tools & equipments of the company or

customers then the damages will be deducted from his salary.

Every 15 days all administrative staff should attend the General Meeting.
All the details of any TATA vehicles serviced or sold should be updated to the Head-

office at Mumbai.
All the Employees should undergo training and development program.

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Benefits to Customer:
Quality & Error free service.
Genuine spare parts.
Highly sophisticated workers for quality work.
Reasonable rates.
Rest room for customers.
Good & pure drinking water.
Two times tea for the customers who to stay for days together to get their vehicles
serviced/ repaired.
Mobile service is been provided for any serious breakdowns at any place. ATM (All
Time Mobile Service).

Value added benefits

A camp for free service twice a year.

Discount on spares & Lubricants during the camp.

Free Labour charge.

Gifts to the vehicle drivers.

Health check-up (AIDS awareness & check-up) for vehicle drivers.

Mess for drivers/ customers is been constructed.

Bathroom & Toilet facilities for customers.

SMP (Service Marketing Person) stays always in touch with customers either
personally or through telephonic conversations.

SWOT analysis
Strengths
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Promotio
n

People
Products

Place

Process

7p'
s

Price

Physical
Evidenc
e

Product:- All types of TATA products service provided in Bijjargi Motors (Light & Heavy
Vehicles).
The services are:

General Work
Body Work
Electrical Work
Engine Work

Price:- Bijjargi Motors Charges medium price which should be affordable to all level of
customers and customer save their money instead of going to other districts like Hubli,
Gulbarga & Belgaum.
Place:- Service Place is convenient which is on Highway NH -13 and this place is nearer to
other Districts.

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SOLAPU
R

HUBLI

BIJAP
UR

GULBAR
GA

HOSPET

Promotions:- To increase the service Bijjargi Motors providing Free Washing Mela, Free
Check-up etc. It also helps to increase the sales in spares department.

Physical Evidence:

It is very important, so Bijjargi Motors always maintain clean & safe around

the Show room & Workshop.

Customer they can view, where the mechanics of Bijjargi Motors working

area.
Bijjargi Motors providing visitors room/lounge to their customers.
Bijjargi Motors always offer welcome Tea/Soft drink to their customers.
Customers can see the new technology, when they enter into the service
station.

People:- If once the Customer satisfied in service they became the permanent customers to
the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to other
people to get their vehicle service in the Bijjargi Motors.

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Process:- They Maintain all the records who visit to their service station and they provide
higher Technology, Skilled Mechanics and Technicians to complete the work of the vehicles.
Weakness
There is no weakness as such the company is in the 3 rd position in India sale of TATA
motors.
Sometime they fail to delivery of vehicle on time.
Opportunity
The company has very good opportunity to grow in future.
Increasing demand as it second back bone of the company in case of decreased in fuel
rates as well as increasing of earning of individuals.
Utilizing the skilled manpower to maximum extent, new design according to customer
requirement.

Threats
Every company has to face competition with other companies in order to grow and prosper it
are depends on the companys quality its standards. Even Bijjargi motors compete with many
companies such as RNS MOTORS, BHAGIRATHI MOTORS, VKG MOTORS, DESAI
MOTORS AND NARAYAN MOTORS.

WORKING HOURS

Morning 9.30a.m. To 2.00 pm Noon.

Noon 2.00p.m. To 2.30 p.m. break for Lunch.

Noon 2.30p.m to 6.30 p.m. Evening.

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ACTIVITIES

Sale of Light Vehicles of TATA.

Repairs/s
ervices
of

all

ranges of
TATA.
Sales of
spare
parts
TATA
vehicles (Light &Heavy vehicles).

Competitors to Bijjargi Motors in vijayapur.

RNS MOTORS
BHAGIRATHI MOTORS
VKG MOTORS
DESAI MOTORS
NARAYAN MOTORS

PRODUCTS OF TATA MOTORS.

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Organization chart
Managing Director
Page 20
Asst.
Account

Casher
Asst.

general
Manager (Sales)

BIJJARGI MOTORS

General Manager
(Service)

Works
Manager

C.R.M

Technici
an
L2

Body
Shop
Manager

Spares
Manager

Account

C.R.O
Team
leader

HR Manager

A/c
Manage
r

Cars product
Manager

Vista product
Manager

Casher
Spares Exe

Service
Advisor

Asst.Spares
Exe

Service
Advisor B/S

Sales
Exe 1

Sales
Exe 2

Sales
Exe 3

Show
room
Exe

Team Leader
B/S

Recitation

Technician
L1
Sales
Exe 1
Painter

DET

Electricia
n

Denter

Technician

Service
Boys

Electrician

U Vs product
Manager

Warranty
Supervision

Sales
Exe 1

Sales
Exe 2

Sales
Exe 2

Sales
Exe 3

Back
office

Show
room
Exe

Data
operator

SSM

Delivery
in charge

ROLES AND RESPONSIBILITIES AT BIJJARGI:

MANAGING DIRECTOR:
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Sales
Exe 3

Show
room
Exe

Accessories in
charge Dept

Asst.
Accessories in
charge Dept

BIJJARGI MOTORS

Mr. RAJU BIJJARGI

As a Managing director He will be the Responsible for the overall Functioning and
Administration of the Company.

The Managing director also decides the major changes and adoption of new Technology;
He will provide all types of support to the management representative in implementing
and maintaining Quality system in the company.

He will chair the steering committee [management review] meeting and assess the
Effectiveness of the Quality system.

He will be the authority for approving the quality manual, quality policy and quality
objection of the company.

GENERAL MANAGER:
Mr. RAVINDRA ARAKERI.

He is the Head of Marketing and Sales department

He will guide the staff to maintain all concerned records

He will be the responsible for sales promotion planning.

He will be the responsible for realizing sales targeting set by the company.

He will be having the authority to the control all staff of sales wing.

He will be the responsible for the maintains of quality system in the sales department

He will be chief authority for sales related issues.

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HR Manager:
Mr. SHARAN S PATIL.

Ensuring that an effective origination structure is in place

Ensuring good HR policy exist in the organization policy exist while bench mark

Compensation planning

Taking care of PF and ESI contribution

Ensure compensation and incentives structure in bench mark opens the computation.

Appraisal or performance management system to be defined in clear and transparent

manner.

All the vacancy should be filled in due time.

Human Resource Development.

Recruitment.
Job analysis.
Advertisement.
Selection.
Appointment.
Performance appraisal.
CRM (Customer Relationship Manager)
Mr. SHRIPAD KULKARNI

Responsible for taking the customers care when came for vehicle servicing.

He will be the single point responsibility to resolve all customer complaints and issues
within dealership.

He will be responsible to provide clean and attractive ambience to customers.

Responsible to minimize customer complaints

Responsible for take care of front office of workshop.

He Identify and bridge in customers perception.

He will be responsible to monitor customer satisfaction.

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Ensure all service advisors are following structured PDQCTC. Approach during receiving
and delivering the vehicle.

SERVICE MANAGER:
Mr. SHARANU.NAREGAL.

Workshop auditing

He is responsible to improve the Quality of Services.

Maintain repeat complaint analyses reports

He will be the responsible to reduce customers complaints and improve productive

Hours.

He is the head of workshop having authority to control the workshop.

He will be the responsible for the maintenance of quality system in his department.

He acts as the grievance handler in the workshop of organization.

BODY SHOP DEPARTMENT.
Insurance were carried on body shop.

Paid insurance (when the insurance is zero).

Vehicles damages are repaired and as per insurance policy claim to the insurance
company and depreciation amount is paid by the customers according to the age of the
vehicles.
Any body damage to the vehicle will be repaired at body shop.

SPARES MANAGER
Mr. ANAND H
He is the head of spares department.

He will be having the authority to control his colleague.

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He is Liaison with managing director and works manager for placing indents of spares of
Tata Motors.

He will be responsible if any mishandling of spares takes place.

Providing genuine spares to service department.

Analysis of spares stocks.

Handling of inventory.

Planning and procurement of spares.

Maintenance of spares.

Online submitting of order.

ACCOUNTS MANAGER

Prepare, examine, and analyse accounting records, financial statements

and

other financial reports to assess accuracy, completeness, and conformance to reporting

and procedural standards.

Compute

taxes

owed

and

prepare

tax

returns,

ensuring

compliance

with

payment, reporting and other tax requirements.

Analyse business operations, trends, costs, revenues, financial commitments and

obligations, to project future revenues and expenses or to provide advice.

Report to management regarding the finances of establishment.

Establish tables of accounts, and assign entries to proper accounts.

Work Profile, Roles and Responsibilities of sales department

Sales Manager
Mr. Y.R. PARVATIKAR.

Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance and exwarranty},new enquiry generation and booking)

Taking knowledge of CRMDMS and operating system.

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Taking care of daily enquiries and opening the green forms.

Taking care of requirements of vehicles.

Taking care of committed daily target.

Arranging the weekly training according to the requirements of the sales executives.

Planning for the demo camp and test drive camp every month 10 to 22 nd and execute them
successfully.

Submit report to AGM & TATA motors (with necessary documents) of the demo camp
after the event.

Replying to any mail or sending any mail has mark to AGM

Vehicle allotment

Keeping knowledge about competitive products, scheme and price.

Showroom Executive.

Attending the walk-in customers.

Taking care of green forms of the prospective customers.

Maintaining the showroom walk in & inquiry register.

Taking care of water & tea for the customers.

Guiding the customers to solve their quarries, & informing the responsible persons.

Taking care of the cleanness of showroom & display vehicles in showroom.

Sales Executive

At morning, daily commitment of green & yellow forms & delivery.

Taking care of finance, insurance, warranty, commitments of relative customers.

Executive has to take care of customers before booking to hand over the final documents
to customers.

Prior approval of SM before commitment.

Taking care of out-dated (30days) green forms.

At evening, report of the morning commitments.

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Keeping knowledge about competitive products, scheme & price.

Explaining the customers about their products.

Travel to other places and explains the products to customers and convincing customers
for purchase.

SALES PROCESS AT BIJJARGI MOTORS.

DISTRIBUTE TO THE CONCERNED EXECUTIVE

DISTRIBUTE TO THE CONCERNED EXECUTIVE

EXECUTIVE FOLLOW UP & FIELD VISIT

BOOKING YELLOW FORM

AFTER FULL PAYMENT WHITE FORM

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FEEDBACK FORM

The following copies should be given to RTO (Regional Transport Office)

Temporary paper.
Permanent paper.
Invoice.
Receipt.
Sales Certificate.
Insurance.
Financial data.

Finance Manager

Providing the full information of finance scheme & finance documents to the customer &
charges of documents.

Finance manager has to take care all the financial issues (receipt, invoice, insurance copy
& key), it may be in house or non in house, bank.

Taking care of the RO & finance amount.

After receiving the payment by the financier arrange to send documents for financier
(finance company or bank).

Replying to any mail or sending any mail has to AGM.

SSM

Taking care of vehicle delivers in time.

Making the available all the resources at the times of delivery.

Before delivery checking the file of the customer & taking the signature of accountant,
sales manager, and assistant general manager on that file.

Taking care of white forms, maintaining the quality of white form.

Sending the photo & thanking letter to customer.

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Making calls to customer within 48 hours after the delivery of vehicle.

Corresponding with TATA motors (RSSM, SSM, and TML).

Taking care of empower card.

BACK OFFICE
System Operator

Opening green and yellow forms in CRMDMS

Invoicing, sales certificate.

Taking care of out-dated green & yellow form

At the end of the day mailing the daily reports (stock, A/C, billing) to AGM.

Taking care of the documents of TP.

Replying to any mail or sending any mail has mark to AGM.

System Admin

Sending daily enquiries reports to PCDB.

Taking care of punching of vehicles.

Checking the TML & TMLD payments.

Checking the mails & informing the concern person.

Taking care of mails correspondence.

Taking care of reports like rolling plan, activity plan, off take & retails, opening & closing
stock of the month.

Taking care of connectivity of CRMDMS.

Providing the training & solving the problem of the CRMDMS.

Taking care of computers of the organization.

Replying to any mail or sending any mail has mark to AGM.

Billing Personal

Taking care of back office work.

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File updating, maintaining the soft copy of customer data.

Putting payments receipt in customers file.

Taking care of extended warranty & sending payments in time according to global
administration commitments.

Sending finance documents after receiving the payment from the financier.

Taking care of TP & all documents of the customers.

ACCESSORIES
Convincing the customers for accessories (sales and service).

Taking care of FOC accessories.

Taking care of accessories bill before delivery of the vehicle

Taking care stock report & daily reports.

PDI In charge

Checking the vehicle properly after receiving from TATA motors(condition of vehicle,
any denting & damages in transport report immediate to AGM)

Taking care of delivery vehicle (with all fitments )

Taking care of showroom display.

Taking care of stock vehicles (keep clean)

Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of the stereo
or vehicle had to keep outside safely.

Receptionist

Inviting the customer who is coming in the showroom & introduce to concern person.

Attending the call coming on board.

Taking care of the couriers (sending & receiving)

Attending the customers in showroom.

Taking care of the customer (water & tea).

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ACCOUNTS

A/C person should available in office hours in his cabin to collect the cash & raise a
receipt against it in CRMDMS.

After cash receiving immediately raise a receipt in CRMDMS.

Coordinating with finance manager regarding the finance payments & raising the receipt
in CRMDMS.

Daily morning reporting with the A/C detail of TML & TMLD & details of booking
payments.

Daily reporting dealer A/C online operated by customer or executive.

Dont accept out station cheque.

Before delivery of vehicles check the payments details & sign on the customers file.

Limitations.
Getting correct information is very difficult.
It is very difficult due to their inherent problems in busy schedule.
Time management.
It is very tougher for us to convince them on our point of view.
It is very tough to get their personal data, they are very conscious about their personal.

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FINDINGS.
The organization is well set up.
The organization is well situated at National Highway to serve customers.
The company is providing good service to customers (they have got 3 rd rank in all over
India) it help to increase the customer base.
In sales they have number 1 rank in entire north Karnataka.
All the employees have dress code.
Here there is no paper work, all work done through by computer.
There is no proper canteen facility in the company.
In organization there is absence of proper parking facilities to customer.
Company provides TMA (Tata Motors Assured) facility, which buys old cars according to
the age of the vehicles.
There is no proper dress code for account section.

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SUGGESTION
According to study I suggest Bijjargi motor
They need provide separate cabin for HR manager to conducting interview for
new employees.
They need improve their parking facilities, its help to attack more customer
also its help to increase the value of infrastructure.
They need to provide proper canteen facility to customers.
They need proper dress code for account section.
They need better refreshment activity for employees.
They need to provide separate cabin for each department.

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CONCLUSION
This study was a learning experience for me and I came know that the organization is well set
up. All the employees are highly trained and there is an opportunity for growth and
development for employees. Companys rules and regulations are strictly followed by
employees. And I came to know that, the main supplier for Bijjargi motors is TATA motors
(pune). And I came to know that the training facilities of the company are highly effective
and beneficial to all the employees in giving their best contribution towards the achievement
of customer satisfaction and to achieve the company goals.

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