DISSRETATION REPORT

ON
“CUSTOMER SATISFACTION OF TATA MOTORS”

In partial fulfilment of the required for the degree of

Bachelor of business administration (BBA)
2021-2024

SUBMITTED BY:
Sushil Alpeshbhai
Meghani
ERP. 0211BBA079
UNDER THE GUIDANCE OF
PROF. Neha Choksi
 Declaration

I, Sushil Meghani hereby declare that this dissertation titled, “CUSTOMER

SATISFACTION OF TATA MOTORS ” is record of original and independent study
carried out by me under the guidance of Prof. Neha Choksi Institute of Doon
business school, Dehradun submitted in the partial fulfillment of the
requirement of the Hemvati Nandan Bahuguna Garhwal University, for the
award of degree of Bachelor of Business Administration. I further declare that
this report prepared is the original study conducted by me and has not been
submitted earlier for the award.

Place: Dehradun
Date:12/5/2024
Sushil Meghani
 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to my faculty guide, Neha Choksi for
guiding and supervising me, helping me and providing relevant information
regarding my dissertation topic, and giving me this great opportunity of conducting
this study. It was a very knowledge-gaining and fun process. I got to learn a lot
through this report.

Sushil Meghani
BBA
CERTIFICATE
This is to certify that the dissertation work entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS TOYOTA CARS” embodies the original research work of
Sushil Meghani Batch(2021-2024) BBA BACHELORS OF BUSINESS
ADMINISTRATION (VI SEMESTER) from Doon Business School, Dehradun. To the best
of my knowledge of belief, the project of the candidate is original, which is required to meet the
ordinance relating BBA degree of Hemavati Nandan Bahuguna Garhwal, University,
Uttarakhand.

DISSERTATION GUIDE
Prof. NEHA CHOKSI

………………………………….
BACHELORS OF BUSINESS ADMINISTRATION
 TABLE OF CONTENTS

S. No. Topic

1. Chapter-1 Introduction
1.1 Introduction to the Topic
1.2 Objective of Study
1.3 Research Methodology
1.4 Scope of Study
1.5 Limitations of the study
2. Chapter-2 Profile of Tata Motors
2.1 Mission and Vision Statement
2.2 Company profile
2.3 Government Policies
2.4 SWOT Analysis

3. Chapter-3 Research Methodology

3.1 Research Methodology

4. Chapter-5 Findings, Conclusions and Recommendations

5.1 Findings
5.2 Conclusions
5.3 Recommendations

5. Chapter -6 Data analysis and interpretation

6. Annexure
 Questionnaires

7. Bibliography
 EXECUTIVE SUMMARY

The Tata group’s core purpose is to improve the quality of life of the communities it
serves globally, through long-term stakeholder value creation based on leadership
with trust.
Founded by Jamsetji Tata in 1868, the Tata group is a global enterprise
headquartered in India, and comprises over 100 operating companies, with
operations in more than 100 countries across six continents, exporting products and
services to over 150 countries. The revenue of Tata companies, taken together, was
$103.27 billion (around Rs624,757crore) in 2013-14, with 67.2 percent of this
coming from businesses outside India. Tata companies employ over 581,000 people
worldwide.
Good corporate citizenship is part of the Tata group’s DNA. Sixty six percent of the
equity of Tata Sons, the promoter holding company, is held by philanthropic trusts,
thereby returning wealth to society. As a result of this unique ownership structure
and ethos of serving the community, the Tata name has been respected for more
than 140 years and is trusted for its adherence to strong values and business ethics.
 CHAPTER – 1
INTRODUCTION
.
INTRODUCTION

1. CUSTOMER SATISFACTION

Customer satisfaction has become crucial for business success in today's

competitive landscape. With fierce competition across various product lines,
retaining customers for an extended period is challenging. The key to customer
retention lies in ensuring their satisfaction. When customers are fully satisfied with
a product, it not only benefits the organization by fostering success but also brings
numerous advantages. Satisfied customers are less likely to be swayed by price
fluctuations and are more inclined to remain loyal to the company over time. They
also tend to purchase additional or upgraded products as the company introduces
related offerings. Therefore, the importance of customer satisfaction is increasingly
recognized in contemporary business environments, prompting companies to
conduct regular surveys to gauge customer satisfaction levels and tailor products to
meet customer expectations.
Customer satisfaction is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or
surpass customer expectation. Customer satisfaction is defined as "the
number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals." In a survey of nearly 200 senior marketing
managers, 71 percent responded that they found a customer satisfaction
metric very useful in managing and monitoring their businesses.

It is seen as a key performance indicator within business and is often

part of a Balanced Scoretwo wheelerd. In a competitive marketplace
where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of
business strategy.

"Within organizations, customer satisfaction ratings can have powerful

effects. They focus employees on the importance of fulfilling
customers' expectations. Furthermore, when these ratings dip, they
warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it
gains positive word-of-mouth marketing, which is both free and highly
effective."

Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative
measures of satisfaction.

"In researching satisfaction, firms generally ask customers whether their

product or service has met or exceeded expectations. Thus, expectations
are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and
will likely rate their experience as less than satisfying. For this reason, a
luxury resort, for example, might receive a lower satisfaction rating than
a budget motel—even though its facilities and service would be deemed
superior in 'absolute' terms."
A business Airtel two wheelerlly is continually seeking feedback to
improve customer satisfaction.

"Customer satisfaction provides a leading indicator of consumer

purchase intentions and loyalty." "Customer satisfaction data are among
the most frequently collected indicators of market perceptions. Their
principal use is twofold:"

1. "Within organizations, the collection, analysis and dissemination of

these data send a message about the importance of tending to
customers and ensuring that they have a positive experience with
the company's goods and services."
2. "Although sales or market share can indicate how well a firm is
performingcurrently, satisfaction is perhaps the best indicator of
how likely it is that the firm’s customers will make further
purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies
indicate that the ramifications of satisfaction are most strongly
realized at the extremes."

On a five-point scale, "individuals who rate their satisfaction level as '5'

are likely to become return customers and might even evangelize for the
firm. (A second important metric related to satisfaction is willingness to
 recommend. This metric is defined as "The percentage of surveyed
customers who indicate that they would recommend a brand to friends."
When a customer is satisfied with a product, he or she might recommend
it to friends, relatives and colleagues. This can be a powerful marketing
advantage.) "Individuals who rate their satisfaction level as '1,' by
contrast, are unlikely to return. Further, they can hurt the firm by making
negative comments about it to prospective customers. Willingness to
recommendis a key metric relating to customer satisfaction."

The Disconfirmation Model

"The Disconfirmation Model is based on the comparison of customers’

[expectations] and their [perceived performance] ratings. Specifically, an
individual’s expectations are confirmed when a product performs as
expected. It is negatively confirmed when a product performs more
poorly than expected. The disconfirmation is positive when a product
performs over the expectations(Churchill & Suprenant 1982). There are
four constructs to describe the traditional
 disconfirmation paradigm mentioned as expectations, performance,
disconfirmation and satisfaction." "Satisfaction is considered as an
outcome of purchase and use, resulting from the buyers’ comparison of
expected rewards and incurred costs of the purchase in relation to the
anticipated consequences. In operation, satisfaction is somehow similar
to attitude as it can be evaluated as the sum of satisfactions with some
features of product." "In the literature, cognitive and affective models of
satisfaction are also developed and considered as alternatives(Pfaff,
1977). Churchill and Suprenant in 1982, evaluated various studies in the
literature and formed an overview of Disconfirmation process in the
following figure:"

Customer satisfaction measured

Organizations need to retain existing customers while targeting non-

customers. Measuring customer satisfaction provides an indication of
how successful the organization is at providing products and/or services
to the marketplace.

"Customer satisfaction is measured at the individual level, but it is

almost always reported at an aggregate level. It can be, and often is,
measured along various dimensions. A hotel, for example, might ask
customers to rate their experience with its front desk and check-in
service, with the room, with the amenities in the room, with the
restaurants, and so on. Additionally, in a holistic sense, the hotel might
ask about overall satisfaction 'with your stay.'"

As research on consumption experiences grows, evidence suggests that

consumers purchase goods and services for a combination of two types
of benefits: hedonic and utilitarian. Hedonic benefits are associated with
the sensory and experiential attributes of the product. Utilitarian benefits
of a product are associated with the more instrumental and functional
attributes of the product (Batra and Athola 1990).

Customer satisfaction is an ambiguous and abstract concept and the

actual manifestation of the state of satisfaction will vary from person to
person and product/service to product/service. The state of satisfaction
depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate.
The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can
compare the organization's products.

Work done by Parasuraman, Zeithaml and Berry (Leonard L) between

1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of
performance. This provides the measurer with a satisfaction "gap" which
is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the
"gap" described by Parasuraman, Zeithaml and Berry as two different
measures (perception and expectation of performance) into a single
measurement of performance according to expectation.
 The usual measures of customer satisfaction involve a survey from
software providers such as Confirmit, Medallia andSatmetrix[8] with a
set of statements using a Likert Technique or scale. The customer is
asked to evaluate each statement and in term of their perception and
expectation of performance of the organization being measured. Their
satisfaction is generally measured on a five-point scale.

"Customer satisfaction data can also be collected on a 10-point scale."[1]

"Regardless of the scale used, the objective is to measure customers’

perceived satisfaction with their experience of a firm’s offerings." It is
essential for firms to effectively manage customer satisfaction. To be
able do this, we need accurate measurement of satisfaction.

Methodologies

American Customer Satisfaction Index (ACSI) is a scientific standard of

customer satisfaction. Academic research has shown that the national
ACSI score is a strong predictor of Gross Domestic Product (GDP)
growth, and an even stronger predictor of Personal Consumption
Expenditure (PCE) growth. On the microeconomic level, academic
studies have shown that ACSI data is related to a firm's financial
performance in terms of return on investment (ROI), sales, long- term
firm value (Tobin's q), cash flow, cash flow
volatility, human capital performance, portfolio returns, debt financing,
risk, and consumer spending. Increasing ACSI scores has been shown to
predict loyalty, word-of-mouth recommendations, and purchase
behavior. The ACSI measures customer satisfaction annually for more
than 200 companies in 43 industries and 10 economic sectors. In
addition to quarterly reports, the ACSI methodology can be applied to
private sector companies and government agencies in order to improve
loyalty and purchase intent.[19] ASCI scores have also been calculated by
independent researchers, for example, for the mobile phones sector,
higher education, and electronic mail.
Consumer behavior
is the study of when, why, how, where and what people do or do not
buy products. It blends elements from psychology, sociology, social
psychology, anthropology and economics. It attempts to understand the
buyer decision making process, both individually and in groups. It
studies characteristics of individual consumers such as demographics
and behavioural variables in an attempt to understand people's wants. It
also tries to assess influences on the consumer from groups such as
family, friends, reference groups, and society in general. Customer
behaviour study is based on consumer buying behaviour, with the
customer playing the three distinct roles of user, payer and buyer.
Relationship marketing is an influential asset for customer behaviour
analysis as it has a keen interest in the re-discovery of the true meaning
of marketing through the re-affirmation of the importance of the
customer or buyer. A greater importance is also placed on consumer
retention, customer relationship management, personalisation,
customisation and one-to-one marketing. Social functions can be
categorized into social choice and welfare functions. Each method for
vote counting is assumed as a social function but if Arrow’s possibility
theorem is used for a social function, social welfare function is achieved.
Some specifications of the social functions are decisiveness, neutrality,
anonymity, monotonocity, unanimity, homogeneity and weak and strong
Paretooptimality. No social choice function meets these requirements in
an ordinal scale simultaneously. The most important characteristic of a
social function is identification of the interactive effect of alternatives
and creating a logical relation with the ranks. Marketing provides
services in order to satisfy customers. With that in mind, the productive
system is considered from its beginning at the production level, to the
end of the cycle, the consumer (Kioumarsi et al., 2009).
Belch and Belch define consumer behavior as 'the process and activities
people engage in when searching for, selecting, purchasing, using,
evaluating, and disposing of products and services so as to satisfy their
needs and desires'.
Black box model

ENVIRONMENT
BUYER'S BLACK BOX
AL FACTORS BUYER'S
Marketin Environmenta Buyer Decision RESPONS
E
g Stimuli l Stimuli Characteristi Process
cs
Problem
Product
recognition
Information choice
Product Economic Attitudes search Brand
Price Technical Motivatio Alternative choiceDeal
Place Political n s evaluation er choice
Promotion Cultural Behaviou Purchase Purchase
r decision timing
Personalit Post-purchase Purchase
y behavior amount
Lifestyle

The black box model shows the interaction of stimuli, consumer

characteristics, decision process and consumer responses. It can be
distinguished between interpersonal stimuli (between people) or
intrapersonal stimuli (within people). The black box model is related to
the black box theory of behaviorism, where the focus is not set on the
processes inside a consumer, but the relation between the stimuli and the
response of the consumer. The marketing stimuli are planned and
processed by the companies, whereas the environmental stimulus are
given by social factors, based on the economical, political and cultural
circumstances of a society. The buyers black box contains the buyer
characteristics and the decision process, which determines the buyers
response.
The black box model considers the buyers response as a result of a
conscious, rational decision process, in which it is assumed that the
buyer has recognized the problem. However, in reality many decisions
are not made in awareness of a determined problem by the consumer.
 Information search

Once the consumer has recognised a problem, they search

for information on products and services that can solve that
problem. Belch and Belch (2007) explain that consumers
undertake both an internal (memory) and an external
search.

Sources of information include:

 Personal sources,Commercial sources,Public

sources,Personal experience

The relevant internal psychological process that is associated

with information search is behaviour
. Behaviour is defined as 'the process by which an
individual receives, selects, organises, and interprets
information to create a meaningful picture of the world'

The selective behaviour process

- Selective exposure consumers select which

promotional messages they will expose
themselves to.
- messages in line with their beliefs, attitudes, motives
and experiences
- Selective retention consumers remember messages
that are more meaningful or important to them

The implications of this process help develop an effective

promotional strategy, and select which sources of
information are more effective for the brand.
.
1. AUTOMOBILE INDUSTRY
The automobile industry, also known as the automotive industry, is a
vast sector that encompasses the design, development, manufacturing,
marketing, and sale of motor vehicles. This industry plays a critical
role in the global economy and has a significant impact on society,
transportation, and technology.
The automobile industry has its roots in the late 19th century when
pioneers like Karl Benz, Henry Ford, and others developed the first
gasoline-powered vehicles. The industry experienced rapid growth
and innovation throughout the 20th century, leading to mass
production and widespread adoption of automobiles as a primary
mode of transportation.
Key Components of the Automobile Industry:
• Design and Engineering: This involves the conceptualization,
design, and engineering of vehicles, including aesthetics,
functionality, safety features, and performance specifications.
• Manufacturing: The manufacturing process includes sourcing
raw materials, assembling components, and producing finished
vehicles through advanced production methods and technologies.
• Supply Chain Management: The industry relies on a complex
network of suppliers and logistics to procure parts and components
necessary for vehicle assembly.
• Marketing and Sales: Automakers engage in extensive
marketing and sales efforts to promote their vehicles, targeting
consumers through advertising, dealerships, and online platforms.
• Aftermarket Services: This includes vehicle maintenance,
repairs, and the sale of replacement parts and accessories, providing
ongoing support to vehicle owners.

Key Players in the Automobile Industry:

The automobile industry is dominated by major automakers
headquartered in various countries around the world. Some of the
leading players include:
• Toyota: A Japanese multinational corporation known for its
wide range of vehicles, including sedans, SUVs, trucks, and hybrids.
• Volkswagen Group: A German automotive company that owns
popular brands like Volkswagen, Audi, Porsche, and others.
• General Motors (GM): An American multinational corporation
producing a diverse portfolio of vehicles under brands such as
Chevrolet, GMC, Cadillac, and Buick.
• Ford Motor Company: An iconic American automaker known
for its trucks, SUVs, and passenger cars.
• Honda Motor Company: A Japanese automaker specializing in
motorcycles, automobiles, and power equipment.

Trends and Innovations in the Automobile Industry:

The automobile industry is undergoing rapid transformation driven by
technological advancements and shifting consumer preferences. Key
trends include:
• Electric Vehicles (EVs): Growing interest in electric cars as a
sustainable alternative to traditional combustion engine vehicles.
• Autonomous Driving: Development of self-driving technology
to enhance safety and efficiency on the roads.
• Connected Cars: Integration of internet connectivity and
advanced software systems to enable enhanced communication and
functionality within vehicles.
• Shared Mobility: Rise of ride-sharing services and car-sharing
platforms that are changing how people access and use vehicles.

Challenges Facing the Automobile Industry:

Despite its growth and innovation, the automobile industry faces
several challenges, including:
• Environmental Impact: Addressing concerns related to
emissions and sustainability through cleaner technologies.
• Regulatory Compliance: Adapting to evolving regulations and
standards governing vehicle safety, emissions, and data privacy.
• Supply Chain Disruptions: Managing complex supply chains
and addressing disruptions caused by global events, such as
pandemics or trade disputes.

3. PERFORMANCE OF INDIAN AUTOMOBILE INDUSTRY

IN 2022-2023
The Indian automotive industry experienced a significant growth in
production in 2022-23, with a total of 2,59,31,867 vehicles produced,
including passenger vehicles, commercial vehicles, three-wheelers,
two-wheelers, and quadricycles. This marked a substantial increase
from the 2,30,40,066 units produced in 2021-22, indicating a strong
recovery from the pandemic-related disruptions. The Indian
automotive market demand was pegged at 3,641,233 units in 2022,
and is expected to grow at a compound annual growth rate (CAGR) of
9.7% from 2023 to 2030, driven by factors such as increasing
disposable income, growing demand for electric vehicles, and
government initiatives to promote the industry.
The industry is expected to benefit from the government's efforts to
promote Make in India and Atmanirbhar Bharat initiatives, which aim
to increase local production and reduce dependence on imports.
However, the industry also faces challenges such as rising input costs,
regulatory changes, and intense competition, which could impact its
growth trajectory. Nevertheless, with the government's support and
the industry's efforts to innovate and adapt to changing market
conditions, the Indian automotive industry is expected to continue its
growth momentum in the coming years.
The Indian automobile industry is estimated to be worth $126.67
billion in 2024, with a compound annual growth rate (CAGR) of
8.20% from 2024 to 2029. This significant growth can be attributed to
various factors, including the increasing demand for vehicles,
particularly in the passenger vehicle segment, driven by factors such
as rising disposable income, growing middle-class population, and
increasing urbanization. Additionally, the government's initiatives to
promote the industry, such as the Automotive Mission Plan (AMP)
2016-2026, which aims to make India a global leader in the
automotive sector, have also contributed to the industry's growth.
The industry is gaining traction as vehicle manufacturing increases,
with several original equipment manufacturers (OEMs) investing
heavily in expanding their production capacities to meet the growing
demand. Moreover, increasing corporate interest in tapping into rural
markets has been instrumental in driving the expansion of the Indian
automobile industry. Many companies are now focusing on rural
markets, where there is a significant potential for growth, and are
launching products that cater specifically to these markets. This has
led to an increase in sales, particularly in the two-wheeler and small
car segments, which are popular in rural areas.

Furthermore, the Indian government's emphasis on electric vehicles

(EVs) has also given a boost to the industry, with many companies
investing in EV technology and launching new EV models. The
government's target of having 30% of the total vehicles on the road to
be electric by 2030 has created a sense of urgency among OEMs to
invest in EV technology, leading to a significant growth in the EV
segment. Overall, the Indian automobile industry is poised for
significant growth in the coming years, driven by factors such as
increasing demand, government initiatives, and corporate investment
in new technologies and markets. With the industry's efforts to
innovate and adapt to changing market conditions, and the
government's support through initiatives such as Make in India and
Atmanirbhar Bharat, the Indian automotive industry is expected to
continue its growth momentum and become a significant player in the
global automotive market.
4. ABOUT TATA MOTOR
Tata Motors Limited is India’s largest automobile company, with
consolidated revenues of INR 2,32,834crores (USD 38.9 billion) in
2013-14. It is the leader in commercial vehicles in each segment, and
among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments.
The Tata Motors Group’s over 60,000 employees are guided by the
mission “to be passionate in anticipating and providing the best
vehicles and experiences that excite our customers globally.''
Established in 1945, Tata Motors’ presence cuts across the length and
breadth of India. Over 8 million Tata vehicles ply on Indian roads,
since the first rolled out in 1954. The company’s manufacturing base
in India is spread across Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand),
Sanand (Gujarat) and Dharwad (Karnataka). Following a strategic
alliance with Fiat in 2005, it has set up an industrial joint venture with
Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both
Fiat and Tata cars and Fiat powertrains. The company’s dealership,
sales, services and spare parts network comprises over 6,600 touch
points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September
2004), has emerged as an international automobile company. Through
subsidiaries and associate companies, Tata Motors has operations in
the UK, South Korea, Thailand, South Africa and Indonesia. Among
them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the
Daewoo Commercial Vehicles Company, South Korea’s second
largest truck maker. The rechristened Tata Daewoo Commercial
Vehicles Company has launched several new products in the Korean
market, while also exporting these products to several international
markets. Today two-thirds of heavy commercial vehicle exports out of
South Korea are from Tata Daewoo. In 2006, Tata Motors formed a
51:49 joint venture with the Brazil-based, Marcopolo, a global leader
in body-building for buses and coaches to manufacture fully-built
buses and coaches for India – the plant is located in Dharwad. In
2006, Tata Motors entered into joint venture with Thonburi
Automotive Assembly Plant Company of Thailand to manufacture
and market the company’s pickup vehicles in Thailand, and entered
the market in 2008. Tata Motors (SA) (Proprietary) Ltd., Tata Motors'
joint venture with Tata Africa Holding (Pty) Ltd. set up in 2011, has
an assembly plant in Rosslyn, north of Pretoria. The plant can
assemble, semi knocked down (SKD) kits, light, medium and heavy
commercial vehicles ranging from 4 tonnes to 50 tonnes.
Tata Motors is also expanding its international footprint, established
through exports since 1961. The company’s commercial and
passenger vehicles are already being marketed in several countries in
Europe, Africa, the Middle East, South East Asia, South Asia, South
America, CIS and Russia. It has franchisee/joint venture assembly
operations in Bangladesh, Ukraine, and Senegal.
The foundation of the company’s growth over the last 69 years is a
deep understanding of economic stimuli and customer needs, and the
ability to translate them into customer-desired offerings through
leading edge R&D. With over 4,500 engineers, scientists and
technicians the company’s Engineering Research Centre, established
in 1966, has enabled pioneering technologies and products. The
company today has R&D centres in Pune, Jamshedpur, Lucknow,
Dharwad in India, and in South Korea, Italy, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed
Light Commercial Vehicle in 1986. In 2005, Tata Motors created a
new segment by launching the Tata Ace, India’s first indigenously
developed mini-truck. In 2009, the company launched its globally
benchmarked Prima range of trucks and in 2012 the Ultra range of
international standard light commercial vehicles. In their power,
speed, carrying capacity, operating economy and trims, they will
introduce new benchmarks in India and match the best in the world in
performance at a lower life-cycle cost.
Tata Motors also introduced India’s first Sports Utility Vehicle in
1991 and, in 1998, the Tata Indica, India’s first fully indigenous
passenger car.
In January 2008, Tata Motors unveiled its People’s Car, the Tata
Nano. The Tata Nano has been subsequently launched, as planned, in
India in March 2009, and subsequently in 2011 in Nepal and Sri
Lanka. A development, which signifies a first for the global
automobile industry, the Nano brings the joy of a car within the reach
of thousands of families.
Tata Motors is equally focussed on environment-friendly technologies
in emissions and alternative fuels. It has developed electric and hybrid
vehicles both for personal and public transportation. It has also been
implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource
conservation.
Through its subsidiaries, the company is engaged in engineering and
automotive solutions, automotive vehicle components manufacturing
and supply chain activities, vehicle financing, and machine tools and
factory automation solutions.
Tata Motors is committed to improving the quality of life of
communities by working on four thrust areas – employability,
education, health and environment. The activities touch the lives of
more than a million citizens. The company’s support on education and
employability is focused on youth and women. They range from
schools to technical education institutes to actual facilitation of
income generation. In health, the company’s intervention is in both
preventive and curative health care. The goal of environment
protection is achieved through tree plantation, conserving water and
creating new water bodies and, last but not the least, by introducing
appropriate technologies in vehicles and operations for constantly
enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a
refulgent future.
The hatchback segments has totaled to 56% of the entire passenger
car sales in India. This comes to 355857 units. This clearly shows the
popularity of smaller cars in the Indian market. Alto continues to be
the top selling brand with 17422 in July. It is followed by Swift
(11421) and Wagon R (9582) – all Maruti brands. This is an indication
of how well the Maruti team has understood the Indian market. i 10, I
20, Nano, Beat, Figo, Santro& Polo are some of the high selling
models in these segments and these models continue to clock more
than 3000 units monthly. Nano has been a disappointment so far with
huge expectations but it is showing some kind of resilience off late.
Lets see how Tata Motors team takes this special car ahead!

Tata Motors Limited is India's largest automobile company, with

consolidated revenues of INR 2,62,796crores (USD 42.04 billion) in
2014-15. It is the leader in commercial vehicles in each segment, and
among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments.
The Tata Motors Group's over 60,000 employees are guided by the
mission "to be passionate in anticipating and providing the best
vehicles and experiences that excite our customers globally."
Established in 1945, Tata Motors' presence cuts across the length and
breadth of India. Over 8 million Tata vehicles ply on Indian roads,
since the first rolled out in 1954. The company's manufacturing base
in India is spread across Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand),
Sanand (Gujarat) and Dharwad (Karnataka). Following a strategic
alliance with Fiat in 2005, it has set up an industrial joint venture with
Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both
Fiat and Tata cars and Fiat powertrains. The company's dealership,
sales, services and spare parts network comprises over 6,600 touch
points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September
2004), has emerged as an international automobile company. Through
subsidiaries and associate companies, Tata Motors has operations in
the UK, South Korea, Thailand, South Africa and Indonesia. Among
them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the
Daewoo Commercial Vehicles Company, South Korea's second
largest truck maker. The rechristened Tata Daewoo Commercial
Vehicles Company has launched several new products in the Korean
market, while also exporting these products to several international
markets. Today two-thirds of heavy commercial vehicle exports out of
South Korea are from Tata Daewoo. In 2006, Tata Motors formed a
51:49 joint venture with the Brazil-based, Marcopolo, a global leader
in body-building for buses and coaches to manufacture fully-built
buses and coaches for India - the plant is located in Dharwad. In 2006,
Tata Motors entered into joint venture with Thonburi Automotive
Assembly Plant Company of Thailand to manufacture and market the
company's pickup vehicles in Thailand, and entered the market in
2008. Tata Motors (SA) (Proprietary) Ltd., Tata Motors' joint venture
with Tata Africa Holding (Pty) Ltd. set up in 2011, has an assembly
plant in Rosslyn, north of Pretoria. The plant can assemble, semi
knocked down (SKD) kits, light, medium and heavy commercial
vehicles ranging from 4 tonnes to 50 tonnes.
Tata Motors is also expanding its international footprint, established
through exports since 1961. The company's commercial and
passenger vehicles are already being marketed in several countries in
Europe, Africa, the Middle East, South East Asia, South Asia, South
America, Australia, CIS and Russia. It has franchisee/joint venture
assembly operations in Bangladesh, Ukraine, and Senegal.
The foundation of the company's growth over the last 70 years is a
deep understanding of economic stimuli and customer needs, and the
ability to translate them into customer-desired offerings through
leading edge R&D. With over 4,500 engineers, scientists and
technicians the company's Engineering Research Centre, established
in 1966, has enabled pioneering technologies and products. The
company today has R&D centres in Pune, Jamshedpur, Lucknow,
Dharwad in India, and in South Korea, Italy, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed
Light Commercial Vehicle in 1986. In 2005, Tata Motors created a
new segment by launching the Tata Ace, India's first indigenously
developed mini-truck. In 2009, the company launched its globally
benchmarked Prima range of trucks and in 2012 the Ultra range of
international standard light commercial vehicles. In their power,
speed, carrying capacity, operating economy and trims, they will
introduce new benchmarks in India and match the best in the world in
performance at a lower life-cycle cost.
Making strides in the Commercial Vehicle Business, in March 2014,
Tata Motors also took the lead to bring a world renowned motorsport
to India, with the T1 Prima Truck Racing Championship. This unique
initiative witnessed over 45,000 spectators in 2015 at the Buddh
International Circuit. This will be an annual property, edged on
motorsport calendars globally and Tata Motors continues to promote
its flagship brand, Prima, through this initiative.
Tata Motors also introduced India's first Sports Utility Vehicle in 1991
and, in 1998, the Tata Indica, India's first fully indigenous passenger
car.
In January 2008, Tata Motors unveiled the world famous, the Tata
Nano and subsequently launched, as planned, in India in March 2009,
Since its inception, it was developed to meet the needs of an attractive
and affordable entry level car. The Nano has evolved over time, with
the needs of its customers, to become a feature-rich compact
hatchback. The Company has introduced the new generation range
called the GenXNano in May 2015.
In July 2014, Tata Motors expanded its footprint in the petrol market,
with the launch of its indigenously developed and globally
benchmarked Revotron 1.2T engine, India's First 1.2 LitreMPFi
Turbocharged Petrol Engine and the first from the new generation
Revotron engine series.
This was followed by the launch of Tata Zest in August 2014, a stylish
compact sedan which comes with new design language, best-in-class
performance with unparalleled driving pleasure. Bringing its
Horizonextstrategy at play, the Company introduced its sporty,
premium hatchback, Tata Bolt in January 2015. The Zest and Bolt
have largely led the recovery for the passenger vehicle business and
continue to receive good response from customers.
Tata Motors is equally focussed on environment-friendly technologies
in emissions and alternative fuels. It has developed electric and hybrid
vehicles both for personal and public transportation. It has also been
implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource
conservation.
Through its subsidiaries, the company is engaged in engineering and
automotive solutions, automotive vehicle components manufacturing
and supply chain activities, vehicle financing, and machine tools and
factory automation solutions.
Tata Motors is committed to improving the quality of life of
communities by working on four thrust areas - employability,
education, health and environment. The activities touch the lives of
more than a million citizens. The company's support on education and
employability is focused on youth and women. They range from
schools to technical education institutes to actual facilitation of
income generation. In health, the company's intervention is in both
preventive and curative health care. The goal of environment
protection is achieved through tree plantation, conserving water and
creating new water bodies and, last but not the least, by introducing
appropriate technologies in vehicles and operations for constantly
enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a
refulgent future.

5. MISSION AND VISION STATEMENT OF TATA

MOTOR.

Mission Statement
“We innovate mobility solutions with passion to enhance the
quality of life.
Vision Statement
"By FY 2024, we will become the most aspirational Indian auto
brand, consistently winning, by:
 Delivering superior financial returns
 Driving sustainable mobility solutions
 Exceeding customer expectations
 Creating a highly engaged workforce"

6. MILESTONES AND AWRDS OF TATA MOTORS

CORPORATION

Milestones:
 Founded in 1945 as Tata Engineering and Locomotive Company
(TELCO).
 Entered the commercial vehicle sector in 1954 by forming a
joint venture with Daimler-Benz of Germany.
 Established India’s first heavy vehicle manufacturing facility in
Jamshedpur.
 Today, Tata Motors is an Indian multinational automotive
company, part of the Tata Group, with subsidiaries like British
Jaguar Land Rover and South Korean Tata Daewoo.
 On 12 October 2021, private equity firm TPG invested $1
billion in Tata Motors’ electric vehicle subsidiary.

Awards
 India’s 2nd Most Reputed Company in the Nielsen Corporate
Image Monitor (CIM) Study 2012-13.
 India’s Most Valuable Corporate Brand in the annual study done
by Brand Finance.
 Accredited with the ‘Sustainable Plus’ marque (Gold category)
– the world’s first Corporate Sustainability label by CII.
 Forbes Fab50 list of the best publicly traded companies in Asia-
Pacific, for thriving amid decelerating growth in Asia.
 Star Performer Award 2011-12 by Indian Engineering Export
Promotion Council (EEPC).
 Bankers Choice Award at the Asian Banker Leadership Awards
2012.
 34 Golden Peacock Global Award for Sustainability 2012 for
significant contribution towards corporate sustainability.
 ET Now World CSR Award for Best CSR Practice.
 Only Indian company to feature among top 15 in R&D in
emerging economies – OECD Inclusive Development Report.

7. Tata Philosophy
Tata Motors operates on a philosophy of 'giving back to society’1.
The company is committed to developing innovative and
sustainable vehicles for the future of mobility1. They focus on
continuously improving the value of their cars for customers,
including adding new features, technology, and functionality that
benefit customers2. They gather customer feedback to understand
what changes to make and stay up-to-date with the latest trends2.

Tata Motors is guided by the Tata group’s legacy of transparent

and ethical governance practices3. Their good governance
principles encourage the highest standards of professionalism and
integrity in day-to-day business activities and decisions3. This
 philosophy reflects their commitment to their customers,
employees, and the communities they serve. They strive to enhance
the quality of life in the communities they serve on a global level.

8. Operations
Manufacturing and Vehicle Plants: Tata Motors has auto
manufacturing and vehicle plants in Jamshedpur, Pantnagar,
Lucknow, Sanand, Dharwad, and Pune in India, as well as in
Argentina, South Africa, the United Kingdom, and Thailand.
Research and Development Centers: The company has
research and development centers in Pune, Jamshedpur,
Lucknow, Dharwad, India and South Korea, the United
Kingdom, and Spain.
Subsidiaries and Joint Ventures: Tata Motors has several
subsidiaries and joint ventures, including British Jaguar Land
Rover and South Korean Tata Daewoo. It also has joint ventures
with Hitachi (Tata Hitachi Construction Machinery) and
Stellantis.
Electric Vehicle Business: On 12 October 2021, private equity
firm TPG invested $1 billion in Tata Motors’ electric vehicle
subsidiary. Tata Motors is at the forefront of India’s shift
towards electric vehicles.
Financial Services: Tata Motors Finance and Tata Motors
Finance Solutions Limited are non-banking financial companies
(NBFCs) subsidiaries of Tata Motors. They handle new vehicle
financing, dealer/vendor financing, and used car
refinance/repurchase.

9. TATA’S CODE OF CONDUCT:

The Tata Code of Conduct is a set of principles that guide and govern
the conduct of Tata companies and their employees in all matters
relating to business. First elucidated in 1998, the Code lays down the
ethical standards that Tata employees have to observe in their
professional lives, and it defines the value system at the heart of the
Tata group and its many business entities.
The Code is a dynamic document that reinforces the Tata canon of
honorable behaviour in business. While it has remained unaltered at
its core, the Code has been modified down the years to keep it in step
with changing regulatory norms in the different parts of the world that
Tata companies now do business. These modifications have reinforced
the Code, and enable it to reflect the diverse business, cultural and
other factors that have a bearing on the health of the Tata brand.
If all of us, in our professional and personal capacities, can internalise
the beliefs enshrined in the Tata Code of Conduct, the Tata group’s
legacy and its future will remain in good hands.

CP Mistry
Group Chairman

CLAUSES OF CODE OF CONDUCT:

National interest
The Tata group is committed to benefit the economic development of
the countries in which it operates. No Tata company shall undertake
any project or activity to the detriment of the wider interests of the
communities in which it operates.
A Tata company’s management practices and business conduct shall
benefit the country, localities and communities in which it operates, to
the extent possible and affordable, and shall be in accordance with the
laws of the land.
A Tata company, in the course of its business activities, shall respect
the culture, customs and traditions of each country and region in
which it operates. It shall conform to trade procedures, including
licensing, documentation and other necessary formalities, as
applicable.

Financial reporting and records

A Tata company shall prepare and maintain its accounts fairly and
accurately and in accordance with the accounting and financial
reporting standards which represent the generally accepted guidelines,
principles, standards, laws and regulations of the country in which the
company conducts its business affairs.
Internal accounting and audit procedures shall reflect, fairly and
accurately, all of the company’s business transactions and disposition
of assets, and shall have internal controls to provide assurance to the
company’s board and shareholders that the transactions are accurate
and legitimate. All required information shall be accessible to
company auditors and other authorised parties and government
agencies.There shall be no willful omissions of any company
transactions from the books and records, no advance-income
recognition and no hidden bank account and funds.
Any willful, material misrepresentation of and / or misinformation on
the financial accounts and reports shall be regarded as a violation of
the Code, apart from inviting appropriate civil or criminal action
under the relevant laws. No employee shall make, authorise, abet or
collude in an improper payment, unlawful commission or bribing.
Competition
A Tata company shall fully support the development and operation of
competitive open markets and shall promote the liberalisation of trade
and investment in each country and market in which it operates.
Specifically, no Tata company or employee shall engage in restrictive
trade practices, abuse of market dominance or similar unfair trade
activities.
A Tata company or employee shall market the company’s products
and services on their own merits and shall not make unfair and
misleading statements about competitors’ products and services. Any
collection of competitive information shall be made only in the
normal course of business and shall be obtained only through legally
permitted sources and means.

Equal opportunities employer

A Tata company shall provide equal opportunities to all its employees
and all qualified applicants for employment without regard to their
race, caste, religion, colour, ancestry, marital status, gender, sexual
orientation, age, nationality, ethnic origin or disability.
Human resource policies shall promote diversity and equality in the
workplace, as well as compliance with all local labour laws, while
encouraging the adoption of international best practices.
Employees of a Tata company shall be treated with dignity and in
accordance with the Tata policy of maintaining a work environment
free of all forms of harassment, whether physical, verbal or
psychological. Employee policies and practices shall be administered
in a manner consistent with applicable laws and other provisions of
this Code, respect for the right to privacy and the right to be heard,
and that in all matters equal opportunity is provided to those eligible
and decisions are based on merit.
Gifts and donations
A Tata company and its employees shall neither receive nor offer or
make, directly or indirectly, any illegal payments, remuneration, gifts,
donations or comparable benefits that are intended, or perceived, to
obtain uncompetitive favours for the conduct of its business. The
company shall cooperate with governmental authorities in efforts to
eliminate all forms of bribery, fraud and corruption.
However, a Tata company and its employees may, with full
disclosure, accept and offer nominal gifts, provided such gifts are
customarily given and / or are of a commemorative nature. Each
company shall have a policy to clarify its rules and regulations on
gifts and entertainment, to be used for the guidance of its employees.

Government agencies
A Tata company and its employees shall not, unless mandated under
applicable laws, offer or give any company funds or property as
donation to any government agency or its representative, directly or
through intermediaries, in order to obtain any favourable performance
of official duties. A Tata company shall comply with government
procurement regulations and shall be transparent in all its dealings
with government agencies.

Political non-alignment
A Tata company shall be committed to and support the constitution
and governance systems of the country in which it operates.
A Tata company shall not support any specific political party or
candidate for political office. The company’s conduct shall preclude
any activity that could be interpreted as mutual dependence / favour
with any political body or person, and it shall not offer or give any
company funds or property as donations to any political party,
candidate or campaign.

Health, safety and environment

A Tata company shall strive to provide a safe, healthy, clean and
ergonomic working environment for its people. It shall prevent the
wasteful use of natural resources and be committed to improving the
environment, particularly with regard to the emission of greenhouse
gases, and shall endeavour to offset the effect of climate change in all
spheres of its activities.
A Tata company, in the process of production and sale of its products
and services, shall strive for economic, social and environmental
sustainability.

Quality of products and services

A Tata company shall be committed to supply goods and services of
world-class quality standards, backed by after-sales services
consistent with the requirements of its customers, while striving for
their total satisfaction. The quality standards of the company’s goods
and services shall meet applicable national and international
standards.
A Tata company shall display adequate health and safety labels,
caveats and other necessary information on its product packaging.

Corporate citizenship

A Tata company shall be committed to good corporate citizenship, not

only in the compliance of all relevant laws and regulations but also by
actively assisting in the improvement of quality of life of the people
in the communities in which it operates. The company shall
encourage volunteering by its employees and collaboration with
community groups.
Tata companies are also encouraged to develop systematic processes
and conduct management reviews, as stated in the Tata ‘corporate
sustainability protocol’, from time to time so as to set strategic
direction for social development activity.
The company shall not treat these activities as optional, but should
strive to incorporate them as an integral part of its business plan.

Cooperation of Tata companies

A Tata company shall cooperate with other Tata companies including
applicable joint ventures, by sharing knowledge and physical, human
and management resources, and by making efforts to resolve disputes
amicably, as long as this does not adversely affect its business
interests and shareholder value.
In the procurement of products and services, a Tata company shall
give preference to other Tata companies, as long as they can provide
these on competitive terms relative to third parties.

Public representation of the company and the Group

The Tata group honours the information requirements of the public
and its stakeholders. In all its public appearances, with respect to
disclosing company and business information to public constituencies
such as the media, the financial community, employees, shareholders,
agents, franchisees, dealers, distributors and importers, a Tata
company or the Tata group shall be represented only by specifically
authorised directors and employees. It shall be the sole responsibility
of these authorised representatives to disclose information about the
company or the Group.
Third party representation
Parties which have business dealings with the Tata group but are not
members of the Group, such as consultants, agents, sales
representatives, distributors, channel partners, contractors and
suppliers, shall not be authorised to represent a Tata company without
the written permission of the Tata company, and / or if their business
conduct and ethics are known to be inconsistent with the Code.
Third parties and their employees are expected to abide by the Code
in their interaction with, and on behalf of, a Tata company. Tata
companies are encouraged to sign a non-disclosure agreement with
third parties to support confidentiality of information.

Use of the Tatabrand

The use of the Tata name and trademark shall be governed by
manuals, codes and agreements to be issued by Tata Sons. The use of
the Tata brand is defined in and regulated by the Tata Brand Equity
and Business Promotion agreement. No third party or joint venture
shall use the Tata brand to further its interests without specific
authorisation.

Group policies
A Tata company shall recommend to its board of directors the
adoption of policies and guidelines periodically formulated by Tata
Sons.

Shareholders
A Tata company shall be committed to enhancing shareholder value
and complying with all regulations and laws that govern shareholder
rights.The board of directors of a Tata company shall duly and fairly
inform its shareholders about all relevant aspects of the company’s
business, and disclose such information in accordance with relevant
regulations and agreements.

Ethical conduct
Every employee of a Tata company, including full-time directors and
the chief executive, shall exhibit culturally appropriate deportment in
the countries they operate in, and deal on behalf of the company with
professionalism, honesty and integrity, while conforming to high
moral and ethical standards. Such conduct shall be fair and
transparent and be perceived to be so by third parties.
Every employee of a Tata company shall preserve the human rights of
every individual and the community, and shall strive to honour
commitments.
Every employee shall be responsible for the implementation of and
compliance with the Code in his / her environment. Failure to adhere
to the Code could attract severe consequences, including termination
of employment.

Regulatory compliance
Employees of a Tata company, in their business conduct, shall comply
with all applicable laws and regulations, in letter and spirit, in all the
territories in which they operate. If the ethical and professional
standards of applicable laws and regulations are below that of the
Code, then the standards of the Code shall prevail.
Directors of a Tata company shall comply with applicable laws and
regulations of all the relevant regulatory and other authorities. As
good governance practice they shall safeguard the confidentiality of
all information received by them by virtue of their position.

Concurrent employment
Consistent with applicable laws, an employee of a Tata company shall
not, without the requisite, officially written approval of the company,
accept employment or a position of responsibility (such as a
consultant or a director) with any other company, nor provide
freelance services to anyone, with or without remuneration. In the
case of a full-time director or the chief executive, such approval must
be obtained from the board of directors of the company.

Conflict of interest
An employee or director of a Tata company shall always act in the
interest of the company, and ensure that any business or personal
association which he / she may have does not involve a conflict of
interest with the operations of the company and his / her role therein.
An employee, including the executive director (other than
independent director) of a Tata company, shall not accept a position of
responsibility in any other non-Tata company or not-for-profit
organisation without specific sanction.
The above shall not apply to (whether for remuneration or otherwise):
a) Nominations to the boards of Tata companies, joint ventures or
associate companies.
b) Memberships / positions of responsibility in educational /
professional bodies, wherein such association will benefit the
employee / Tata company.
c) Nominations / memberships in government committees / bodies or
organisations.
d) Exceptional circumstances, as determined by the competent
authority.
Competent authority, in the case of all employees, shall be the chief
executive, who in turn shall report such exceptional cases to the board
of directors on a quarterly basis. In case of the chief executive and
executive directors, the Group Executive Council shall be the
competent authority.
An employee or a director of a Tata company shall not engage in any
business, relationship or activity which might conflict with the
interest of his / her company or the Tata group. A conflict of interest,
actual or potential, may arise where, directly or indirectly…
a) An employee of a Tata company engages in a business, relationship
or activity with anyone who is party to a transaction with his / her
company.
b) An employee is in a position to derive an improper benefit,
personally or to any of his / her relatives, by making or influencing
decisions relating to any transaction.
c) An independent judgement of the company’s or Group’s best
interest cannot be exercised.
The main areas of such actual or potential conflicts of interest shall
include the following:
a) An employee or a full-time director of a Tata company conducting
business on behalf of his / her company or being in a position to
influence a decision with regard to his / her company’s business with
a supplier or customer where his / her relative is a principal officer or
representative, resulting in a benefit to him / her or his / her relative.
b) Award of benefits such as increase in salary or other remuneration,
posting, promotion or recruitment of a relative of an employee of a
Tata company, where such an individual is in a position to influence
decisions with regard to such benefits.
c) The interest of the company or the Group can be compromised or
defeated.
Notwithstanding such or any other instance of conflict of interest that
exist due to historical reasons, adequate and full disclosure by
interested employees shall be made to the company’s management. It
is also incumbent upon every employee to make a full disclosure of
any interest which the employee or the employee’s immediate family,
including parents, spouse and children, may have in a family business
or a company or firm that is a competitor, supplier, customer or
distributor of or has other business dealings with his / her company.
Upon a decision being taken in the matter, the employee concerned
shall be required to take necessary action, as advised, to resolve /
avoid the conflict.
If an employee fails to make the required disclosure and the
management of its own accord becomes aware of an instance of
conflict of interest that ought to have been disclosed by the employee,
the management shall take a serious view of the matter and consider
suitable disciplinary action against the employee.

Securities transactions and confidential information

An employee of a Tata company and his / her immediate family shall
not derive any benefit or counsel, or assist others to derive any
benefit, from access to and possession of information about the
company or Group or its clients or suppliers that is not in the public
domain and, thus, constitutes unpublished, price-sensitive insider
information.
An employee of a Tata company shall not use or proliferate
information that is not available to the investing public, and which
therefore constitutes insider information, for making or giving advice
on investment decisions about the securities of the respective Tata
company, Group, client or supplier on which such insider information
has been obtained.
Such insider information might include (without limitation) the
following:
 Acquisition and divestiture of businesses or business units.
 Financial information such as profits, earnings and dividends.
 Announcement of new product introductions or developments.
 Asset revaluations.
 Investment decisions / plans.
 Restructuring plans.
 Major supply and delivery agreements.
 Raising of finances.
An employee of a Tata company shall also respect and observe the
confidentiality of information pertaining to other companies, their
patents, intellectual property rights, trademarks and inventions; and
strictly observe a practice of non-disclosure.

Protecting company assets

The assets of a Tata company shall not be misused; they shall be
employed primarily and judiciously for the purpose of conducting the
business for which they are duly authorised. These include tangible
assets such as equipment and machinery, systems, facilities, materials
and resources, as well as intangible assets such as information
technology and systems, proprietary information, intellectual
property, and relationships with customers and suppliers.

Citizenship
The involvement of a Tata employee in civic or public affairs shall be
with express approval from the chief executive of his / her company,
subject to this involvement having no adverse impact on the business
affairs of the company or the Tata group.

Integrity of data furnished

Every employee of a Tata company shall ensure, at all times, the
integrity of data or information furnished by him / her to the company.
He / she shall be entirely responsible in ensuring that the
confidentiality of all data is retained and in no circumstance
transferred to any outside person / party in the course of normal
operations without express guidelines from or, the approval of the
management.

Reporting concerns
Every employee of a Tata company shall promptly report to the
management, and / or third-party ethics helpline, when she / he
becomes aware of any actual or possible violation of the Code or an
event of misconduct, act of misdemeanour or act not in the company’s
interest. Such reporting shall be made available to suppliers and
partners, too.
Any Tata employee can choose to make a protected disclosure under
the whistleblower policy of the company, providing for reporting to
the chairperson of the audit committee or the board of directors or
specified authority. Such a protected disclosure shall be forwarded,
when there is reasonable evidence to conclude that a violation is
possible or has taken place, with a covering letter, which shall bear
the identity of the whistleblower.
The company shall ensure protection to the whistleblower and any
attempts to intimidate him / her would be treated as a violation of the
Code.

Sustainability: Approach & Reports

Approach:
True to the tradition of the Tata Group, Tata Motors is committed in
letter and spirit to Corporate Social Responsibility. It is a signatory to
the United Nations Global Compact, and is engaged in community
and social initiatives on labour and environment standards in
compliance with the principles of the Global Compact. In accordance
with this, it plays an active role in community development, serving
rural communities adjacent to its manufacturing locations.
Tata Motors believes in technology for tomorrow. Our products stand
testimony to this. Our annual expenditure on R&D is approximately
2% of our turnover. We have also set up two in-house Engineering
Research Centres that house India's only Certified Crash Test Facility.
We ensure that our products are environmentally sound in a variety of
ways. These include reducing hazardous materials in vehicle
components, developing extended life lubricants, fluids and using
ozone-friendly refrigerants. Tata Motors has been making conscious
effort in the implementation of several environmentally sensitive
technologies in manufacturing processes. The Company uses some of
the world's most advanced equipment for emission check and control.
Tata Motors concern is manifested by a dual approach:
1. Reduction of environmental pollution and regular pollution
control drives
2. Restoration of ecological balance.
Reducing Pollution:
Tata Motors has been at the forefront of the Indian automobile
industry's anti-pollution efforts by introducing cleaner engines. It is
the first Indian Company to introduce vehicles with Euro norms well
ahead of the mandated dates. Tata Motors' joint venture with
Cummins Engine Company, USA, in 1992, was a pioneering effort to
introduce emission control technology for India. Over the years, Tata
Motors has also made investments in setting up of an advanced
emission-testing laboratory.
With the intention of protecting the environment, Tata Motors has
upgraded the performance of its entire range of four and six cylinder
engines to meet international emission standards. This has been
accomplished with the help of world-renowned engine consultants
like Ricardo and AVL. These engines are used in Tata Motors vehicles
in the Indian market, as well as in over 70 export markets.
Tata Motors is constantly working towards developing alternative fuel
engine technologies. It has manufactured CNG version of buses and
followed it up with a CNG version of its passenger car, the Indica.
Restoring Ecological Balance
Tata Motors has set up effluent treatment facilities in its plants, to
avoid release of polluted water into the ecosystem. In Pune, the
treated water is conserved in lakes attracting various species of birds
from around the world thus turning the space into a green belt.
Tree plantation programmes involving villagers and Tata Motors
employees, have turned acres of barren village green. Tata Motors has
planted as many as 80,000 trees in the works and the township and
more than 2.4 million trees have been planted in Jamshedpur region.
Over half a million trees have been planted in the Pune region. Tata
Motors has directed all its suppliers to package their products in
alternate material instead of wood.

Resource Sustainability :
ELV Treatment & Recycling
India is a recycling society with many people making value out of the
recovery of waste materials discarded from products at the end of
their useful life. However, Europe and some other export markets
have recognised that they have become a 'throwaway' society in
recent decades, and are now introducing waste prevention regimes in
different industry sectors to collect and recycle valuable resource
rather than it ending up in landfill.
For the Automotive sector, regulators point responsibility for this
issue to vehicle producers and operators in the scrap car recovery
industry. In Europe the scrap car issue is driven by the End-of-Life
Vehicle (ELV) Directive which sets dismantler standards to safely
drain and recycle fluids as part of vehicle disposal; and sets targets to
recover metal and non-metallic material.
Tata Motors has taken these responsibilities seriously and already
meets EU product design requirements such as: compliance to ELV
heavy metals and other hazardous substance restrictions; and material
code marking of plastic and rubber parts to aid economic recycling
towards targets.
A major issue for India is the lack of a specialised scrap car collection,
treatment, dismantling and recovery infrastructure. Europe has had a
century to develop their scrap car industry network but in the year
2000 still required the ELV Directive to make operator standards
provide environmentally sound treatment, recycling and disposal of
cars. Tata Motors is participating in Government consultations to
ensure the Indian scrap car infrastructure is developed to meet
sensible environmental standards from the outset.

SWOT ANALYSIS:
 STRENTH WEAKNESS

 Brand Name & Indian  Issues with Service

Origin  Limited products in the
 Good performance in the personal Segment.
commercial segment
 Completely Indian Origin

OPPORTUNITY THREATS

 Fast Growing Personal  Competitors.

Segment in the Lucknow
Market specially the A2
Segment.
 New Launches made by
TATA
 CHAPTER- 3
RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
A methodology is usually a guideline system for solving a problem,
with specific components such as phases, tasks, methods, techniques
and tools.

The Research Methodology Adopted is both Primary and Secondary

Data .
Primary data is collected by:
 Information collected by distribution of Questionnaire

Secondary Data is collected by the websites of the organisation.

The sample size taken for my survey is of 100 respondents.

LITERATURE REVIEW
Customer’s perception of service and quality of product
will determine the success of the product or service in
the market. With better understanding of customer’s
perceptions, companies can determine the actions
required to meet the customer’s needs. They can
identify their own strengths and weaknesses, where they
stand in comparison to their competitors, chart out the
path future progress and improvement. This personality
sketching will help in knowing what a customer (or a
potential customer) thinks about a given brand of car
and what are the possible factors guiding a possible
purchase. (Dr. Bhuvnender Chaudhary & Saurabh
Tripathi,2012) Nikhil Monga study shows that brand
perception is something which starts building up before
a car is purchased and goes on with its use and is
reflected in the recommendations. The customer makes
to his acquaintances for the same car. Also, it is seen
that the customer might not be using the car still he
holds the perceptions about it. Brand personality of a
car is enforced by the sellers in the mindsets of the
customers and customers reacts to it by forming their
perception about the car and this reflects in the overall
brand image of the car. So, brand image and brand
personality complement each other and the brand
perception aids the building of brand images. As per the
study findings, dealers play a very important role in
building up the brand perceptions of the cars. Prasanna
Mohan Raj studied the factors influencing customers
brand preference of the economy segment SUV’s and
MUV’s. Data collection was made through direct
interaction and customer intercept survey using
questionnaire. Descriptive analysis was used to
transform data into understand format and factor
analysis was used for identification of factors
influencing customer preference. In light of study
findings, the preference of a given brand can be
explained in terms of six factors namely Product
reliability, monetary factor, trendy appeal, frequency of
non-price promotions offered, trustworthiness and
customer feeling or association towards brand. There is
need for marketers to take these factors into
consideration when crafting product innovations in the
SUV segment of Automobile market. (Prasanna Mohan
Raj & Jishnu Kumar, 2013) The consumer considers all
the factors like value for money, fuel efficiency,
exterior getup, interior atmospheric, accessories, resale
value, service centre’s performance, functional
efficiency, rugged and repurchase intent are equally
important in buying decision process of a car. (Devesh
Kumar, Sudip Kandu, 2011)
There have been very limited attempts made to study
the consumer perception towards passenger vehicles in
Hyderabad and to see where the passenger car brands
stand or positioned in terms of factors influencing the
consumer perception.
 CHAPTER – 4
FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
FINDINGS

 Majorityof the customers are using Maruti Vehicles. Out of the

sample taken for the survey, 44% of the respondents are using
Maruti Vehicles customers were not satisfied with the after sales
service of Tata Motors.

 Most of the customers are looking forward to buy a hatchback

car and the reason given by the customers s the increasing traffic
in the local area and also hatchbacks are easy to drive and park.
Customers also said thetthey feel a good driving pleasure in a
hatchback car.

 Majority of customers are looking forward for the features of

safety and comfort rather than design.

 People did not have a very good experience at the dealerships as

the employees there were not sound with the product
knowledge.

 Majority of the customers had issues with the service of TATA

Motors. Customers said that they are not satisfied by the service
that TATA Motors offer.
  Tata Motors needs to keep a proper check on the service on the
dealerships.

RECOMMENDATIONS

 TATA Motors should focus more on their service part which is

a major factor based on which people buy any product and Tata
Motors should focus more on practices which enhances the
Customer Relationship with TATA Motors .

 Tata Motors needs to focus on the after sales service of their

products.

 TATA Motors should try to focus more on the aspect of the

service of the vehicles of the customers.

 Tata Motors needs to focus more on the offers that they are
giving to customers.
CONCLUSION

India has seen a wide growth in the automobile industry in the past
10-15 years. Various foreign players have also entered the domestic
market.

Talking about the Lucknow market TATA Motor s has various

competitors which includes Maruti Suzuki, ford Hyundai etc. TATA
has a new launch in the A2 Segment as BOLT which has the capacity
to make it’s place in the market when there are so big players in the
market. What needs to be done is to focus more on it’s advertising
and also how to make customers aware about it’s new product and it’s
features.
 CHAPTER 6
DATA ANALYSIS
& INTERPRETATION

Data Analysis
Ques 1: Are you using a four wheeler?
Yes: No:
If yes, of which brand?? _____________________

Four Wheeler User

4% 1% 1% 1% Maruti
3% Mahindra
Hyundai
6%
Tata
6% Honda
44%
Ford
16%
Toyota
GM
Renault
18% VW

Ques 2: What type of car you are looking forward to ??

a: Hatchback b: Sedan c: UV

User %

20%
Hatchback
42%
Sedan
UV
38%

Ques 3:What are the features you look forward when you go to buy a
car ?
A: Power b: Safety c: Design d: Comfort
 People Wants

25% 22%
Power
Safety
Design
Comfort
18%
35%

Ques 4:How will you rate the Sales Interaction with the employees at
the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very
bad

Very Good Good Neutral Bad Very bad

10%

30%

20%

10%

30%

Ques 5: Are you aware of all the products that Tata Motors Offers to
the customers and the new launches offered by TATA ?
Yes: No:
 Aware User %

41% Yes No

59%

Ques 6: With what other brands have you compared TATA’S BOLT ?

Sales

Toyota
20%

Ford Maruti
10% 50%

Wolkswagen
10%

Hyundai
10%

Ques 7: What is your opinion about the TATA’S altroz ?

 People generally have a neutral impression about Tata’s Altroz.
 People were doubtful about the product as it was a new launch
and it was not much spread in the market.
Ques 8: Why do you prefer the products of other manufacturers over
Tata like Maruti, Hyundai?
People generally prefer vehicles of other brands because of:
 Design
 Performance
 Features
 Resale

Ques 9: What difference do you find the new and old products of
tata ?
Customers said that they did not found much of difference
between the old and new products of Tata.

Ques 10: What are the areas where Tata motors can improve?
Tata Motors needs to improve in the following areas:
 Design
 Safety features
 ANNEXURE

QUESTIONNAIRE

Name:
Age:
Gender:
Occupation:
Annual Income:

Ques 1: Are you using a four wheeler?

Yes: No:
If yes, of which brand?? _____________________

Ques 2: What type of car you are looking forward to ??

a: Hatchback b: Sedan c: UV

Ques 3: What are the features you look forward when you go to buy a
car?
A: Power b: Safety c: Design d: Comfort
Ques 4: How will you rate the Sales Interaction with the employees at
the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very
bad

Ques 5: Are you aware of all the products that Tata Motors Offers to
the customers and the new launches offered by TATA ?
Yes: No:

Ques 6: With what other brands have you compared TATA’S BOLT ?
 Maruti
 Hyundai
 Wolkswagen
 Ford

Ques 7: What is your opinion about the TATA’S BOLT regarding :

 Mileage___________________________________________
 Performance_______________________________________
 Features__________________________________________
 Handling_________________________________________

Ques 8:Why do you prefer the products of other manufacturers over

Tata like Maruti, Hyundai ??
_______________________________________________________
_______________________________________________________

Ques 9: What difference do you find the new and old products of
tatain terms of :

 Performance_______________________________________
 Features__________________________________________
 Handling_________________________________________

Ques 10: What are the areas where tata motors can improve ?
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________

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