Maruti Suzuki Mis Report
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ABV Indian Institute of Information Technology and Management, Gwalior MIS PROJECT REPORT (MIS Employed in Maruti Suzuki India Ltd.) Submitted to: Submitted by: Dr. Vinay Singh Pooja Karmakar (2016MBA-20) Sh rahi Singh Karanwal 1 | P a g e (2016MBA-28) Acknowledgement We are thankful to the prestigious campus of ABV IIITM Gwalior for providing us the esteemed platform for enhancing our knowledge and skills of management discipline. We are also thankful to our mentor Dr. Vinay Singh for his time to time guidance for the improvement of project work. This unique way of making the MIS concepts seems really interesting and without his guidance project would have been gone off the track. We hope the project work is up to the expectations. Last but not the least, we are thankful to our parents and friends for their cooperation and also to our group members for working as a very cooperative team and putting in the best efforts to make the project successful. 2 | P a g e INTRODUCTION...................................................................................................5 Profile..................................................................................................................5 Industrial relations...............................................................................................10 INFORMATION SYSTEM USED IN MARUTI SUZUKI...................................................12 ORACLE................................................................................................................ 13 SALE PROCESS OF MARUTI SUZUKI........................................................................19 CUSTOMER INTERACTION SYSTEM (C.I.S.)..............................................................19 DEALER MANAGEMENT SYSTEM (D.M.S.)...............................................................21 PROCESS FLOW.....................................................................................................21 DMS (DATA MANAGEMENT SOFTWARE)..................................................................24 The Maruti System Architecture..........................................................................29 BACKGROUND...................................................................................................... 30 • Design Goals...............................................................................................30 • Design Approach and Principles.......................................................................31 Customer Relationship Management:.............................................................................34 Maruti and CRM....................................................................................................... 34 Key Initiatives...................................................................................................34 Setting up "Express Service Bays" & "2 - Technician Bays"...........................................34 Service at Door Step through Maruti Mobile Support...................................................35 Maruti Auto Card................................................................................................35 Maruti Call Center..............................................................................................35 Maruti on Road Services.......................................................................................35 N2N................................................................................................................ 36 Market Research Department.................................................................................36 Types of CRM....................................................................................................36 Operational CRM...............................................................................................36 Analytical customer relationship management................................................36 3 | P a g e Collaborative CRM............................................................................................37 Other advantage: which help in CRM.............................................................................37 A Buying Experience like No Other...................................................................37 Quality Service across 1036 Cities...................................................................37 One Stop Shop..................................................................................................38 The Low Cost Maintenance Advantage.............................................................38 SUPPLY CHAIN MANAGEMENT:..............................................................................39 COMPUTER INTEGRATED MANUFACTURING(CIM):..................................................40 Model of an Executive Support System...........................................................................41 ESS is used for decision making functions at the highest level...............................................42 RECOMMENDATIONS:............................................................................................43 CONCLUSION....................................................................................................... 44 4 | P a g e INTRODUCTION Maruti Suzuki India Limited (Hindi: म뤾셁तत सजस ककज इᴂत蔿य뤾 त줿तमटट蔿) a partial subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 45% of the domestic car market. The company offers a complete range of cars from entry level Maruti 800 and Alto, to stylish hatchback Ritz, A star, Swift, Wagon-R, Estillo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog Limited was renamed Maruti Suzuki India Limited. The company's headquarters are located in Delhi. Profile Maruti Suzuki is India's number one leading automobile manufacturer and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The BJP-led government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog. Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its only competitors- the Hindustan 5 | P a g e Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. Models similar to Maruti Suzukis (but not manufactured by Maruti Udyog) are sold by Suzuki Motor Corporation and manufactured in Pakistan and other South Asian countries. The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. More than a million units of this car have been sold worldwide so far. Currently, Maruti Suzuki Alto tops the sales charts and Maruti Suzuki Swift is the largest selling in A2 segment. Due to the large number of Maruti 800s sold in the Indian market, the term "Maruti" is commonly used to refer to this compact car model ("Maruti" is another name of the Hindu god, Hanuman). Maruti Suzuki has been the leader of the Indian car market for over two decades. Its manufacturing facilities are located at two facilities Gurgaon and Manesar south of Delhi. Maruti Suzuki’s Gurgaon facility has an installed capacity of 350,000 units per annum. The Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon facilities have a combined capability to produce over 700,000 units annually. More than half the cars sold in India are Maruti Suzuki cars. The company is a subsidiary of Suzuki Motor Corporation, Japan, which owns 54.2 per cent of Maruti Suzuki. The rest is owned by public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock Exchange in India. During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14 December 1983. Maruti Suzuki offers 15 models, Maruti 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara. Swift, Swift DZire, A-star and SX4 are manufactured in Manesar, Grand Vitara is imported from Japan as a completely built unit (CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant. Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars for three decades. Suzuki’s technical superiority lies in its ability to pack power and performance into a compact, lightweight engine that is clean and fuel efficient. Nearly 75,000 people are employed