Maruti Leads In Customer Satisfaction For 8th Year In A Row

Global consultancy and research firm JD Power Asia has ranked car market leader Maruti Suzuki India Ltd (MSIL) as the best four-wheeler manufacturer in the country in terms of customer satisfaction for the eighth consecutive year.

MSIL, which scored 838 points on a 1,000 point customer satisfaction index, was far ahead of the industry average of 777 points primarily on account of innovative service offerings like doorstep pickup and delivery of cars for servicing for its lady customers, JD Power said in a statement.

The special service package for lady customers has got JD Power's special mention in this year's survey. MSIL offers the special service across all its 621 dealer workshops covering 1,195 cities.

"The study finds that vehicle pickup and delivery before and after service has a strong impact on customer satisfaction. In particular, customers who say that their vehicle was picked up from their doorstep before service and delivered to the same point after service are notably more delighted with their after-sales service experience," the statement said.

MSIL was followed by Honda with 765 points, Hyundai (745 points) and Toyota (740 points) at second, third and fourth places respectively.

Homegrown carmaker Tata Motors scored nearly 80 points less then the industry average at 690 points to emerge as the ninth company on the index.

"Picking up and delivering vehicles provides greater convenience to customers, who travel an average of nine kilometres each way to reach their authorised service centre," JD Power Asia Pacific Senior Director Mohit Arora said.

JD Power's customer satisfaction index, in its 11th year now, measures the overall satisfaction of vehicle owners who visited their authorised service centre for maintenance or repair work during the first 12 to 18 months of ownership.

The research firm determines customer satisfaction through seven measures -- problems experienced, service quality, user-friendly service, service advisor, service initiation, service delivery, and in-service experience.

"The steady improvement in industry-wide CSI performance during the previous three years reflects the success that many manufacturers have had in enhancing the customer experience at their dealerships," Arora said.

He said the improvement in performance is encouraging, considering the sharp increase in service volumes for most dealer networks.

The study said customers who service their vehicles only at authorised service centres report higher overall service satisfaction, compared with those who also use non-authorised service centres in the past.

Source: http://economictimes.indiatimes.com/

2001 Strike Made Maruti What It Is Today: Khattar

Strange as it may sound but Maruti Suzuki India's outgoing Managing Director Jagdish Khattar gives full credit to a strike at the beginning of this century for success of the company that today controls over half the Indian car market despite presence of the world's who's who.

"The 90-day strike was the turning point...had we given in at that time, we would not have been what we are today," he said ruminating on his 14-year stint that is coming to an end after he refused Chairman O Suzuki's offer for extension.

He, however, was uncomfortable talking about the recent success of the Indian entity overtaking the parent company - Japan's Suzuki Motor Co - in terms of sales for the first half of the year. The feat was reported from Tokyo but Indian executives kept it under wraps for months and did not talk may be because of modesty or the fear of offending their bosses.

"The 2001 strike was one of the toughest periods that I came across in Maruti Suzuki. It was actually the turning point," Khattar said, recounting the pressure (political) he had to face in the company where the government was 50 per cent partner at that time.

The man, who joined the company in 1993 as a marketing director, remembers the "total and unflinching" support he got from Suzuki and said: "If we were to give in to agitators, we would not have been what we are today. Salaries would have shot up, too many manpower and less of efficiencies, cost of production would have escalated and our competitiveness would have been wiped out."

The workers had taken to agitation in 2001 for pay perks and working conditions and a settlement for ending the strike was announced by the then industry minister Manohar Joshi.

"The biggest strength was my own people in the factory, who despite being less in numbers kept the production going," Khattar recalled and admitted that his training as an IAS officer was also of help.

Looking back, he said he has no regrets and was leaving the company as a satisfied man who has done his job. "I am not someone who harps on the past. I have had an eventful tenure in Maruti. I have no regrets and I am leaving as a contented man."

Khattar, who saw the company change from a public-private partnership between India government and Japan's Suzuki Motor Co to a fully privatised entity, said that he was "lucky in many ways to be a part of a change from controlled economy to a liberalised one".

"Not only in Maruti, even when I was with UP Cement Corporation and during my stint in Steel Ministry, I have been a witness to the change," he said, reflecting on the time when he joined Maruti when there was a waiting list for cars and today when companies offer discounts to beat competition.

"Every company has its own strategy and we cannot be reacting to all. We need to focus on our strategy. As far as the Rs one lakh car is concerned, Suzuki has already made it clear it cannot produce a car at that price fulfilling all safety norms," he said.

Despite speculation rife on his future plans, Khattar refuses to disclose and keeps the cards close to his chest. "First I will enjoy the break and think about it (future) later," he quipped.

Maruti Suzuki Domestic Sales Rise 15% In Oct`07

India's top car maker Maruti Suzuki (Q, N,C,F)* India clocked 14.96% rise in domestic vehicle sales at 64,258 vehicles for October 2007 as against 55,894 units sold in October 2006.

In all, the company sold 69,415 vehicles in October 2007. This includes 5,157 units of exports.

Maruti's volume in the domestic A2 segment, which comprises of Alto, Wagon-R, Zen, Swift, went up by 20.9% and in A3 segment, which comprises of Esteem, SX4, volume grew by 54.7% during the October 2007 compared to sales in October 2006.

Recently, the company announced it plans to invest USD 1.8 billion in R&D, marketing and capacity expansion.

Maruti Bags Order For 300 'Versa' From Orix

Maruti Suzuki India's efforts to push sales of multi-purpose vehicle 'Versa' received a boost by way of an order from multinational fleet operator Orix for 300 units, estimated to be worth over Rs 10 crore.

According to sources, Orix had approached Maruti Suzuki India (MSI) for a customised version of Versa, which it intends to run as radio taxis in Delhi.

"The seven-seater vehicle to be delivered to Orix will be called 'Versa OX' and will see changes in the interiors such as seating arrangements with more plush upholstery," a source said.

The order comes at a time when MSI is mulling over bringing in changes to Versa to make it a volume driver.

If the concept of making the Versa more suitable for fleet operators, as it has done for Orix, catches on, MSI may even look at coming out with a completely new version of the vehicle.

When contacted, MSI officials declined to comment.

Versa, which was launched in 2001 dubbed as India's first luxury MPV, has not met with much success by Maruti's own high standards.

The company had even roped in Amitabh and Abhishek Bachchan to promote the product. In 2004, it had brought in the five-seater variant of the Versa.

Source: http://www.thehindubusinessline.com/blnus/02071507.htm

Maruti To Replace Esteem In 2008

Maruti may say that volumes are important for the company but it has clearly got an eye on margins too.

Sources have told NDTV that Maruti's next model in January will be a C segment sedan based on the Swift.

Maruti's Esteem has been in the market for over a decade now and desperately needs a replacement. This will also be a high volumes product.

Component industry sources indicate volumes in the region of 35,000-55,000 units per year. The car will be made at Maruti's new plant at Manesar. The plant is gearing up for inventory build up in December prior to launch.

Since the car will share the Swift platform, there would be few development costs on the engine front as it is likely to share both diesel and petrol power trains. The car will be priced in Rs 5-6 lakh bracket and this means that the model will help boost Maruti's bottomline.

Sources also confirm that all key suppliers for the project are in place. The new car is likely be exported by March 2008, primarily to Europe to boost the missing sedan link for Suzuki.

It will also take on a segment where sales have been segmented with Hyundai, Tata Motors, Ford and Mahindra Logan. But the company will once again seek market leader status in this class like it has achieved with the SX4 launched a few months ago.

So expect very aggressive pricing and the good news for the Maruti shareholder is that margins will not be impacted, in fact they will get a booster.

Maruti Suzuki Domestic Sales Rise 15% In Oct'07

India's top car maker Maruti Suzuki (Q, N,C,F)* India clocked 14.96% rise in domestic vehicle sales at 64,258 vehicles for October 2007 as against 55,894 units sold in October 2006.

In all, the company sold 69,415 vehicles in October 2007. This includes 5,157 units of exports.

Maruti's volume in the domestic A2 segment, which comprises of Alto, Wagon-R, Zen, Swift, went up by 20.9% and in A3 segment, which comprises of Esteem, SX4, volume grew by 54.7% during the October 2007 compared to sales in October 2006.

Recently, the company announced it plans to invest USD 1.8 billion in R&D, marketing and capacity expansion.

Shares of the company were last trading down Rs 10.65, or 0.99%, at Rs 1,062.90. The total volume of shares traded at the BSE was 128,387 (11.41 a.m., Thursday).

Suzuki To Soon Make A Small Car Splash

There is a new Maruti around the corner. Maruti Suzuki India Limited (MSIL), the wholly-owned Indian subsidiary of Japan's Suzuki Motor, is launching Splash, a compact car, in India soon.

The car is the next generation Wagon-R, the popular tallboy compact. The company has already launched the Splash in the US market, and is expected to launch in India in the coming six to eight months.

Speaking to Hindustan Times on the sidelines of the Tokyo Motor Show, a senior Suzuki official said, "The Splash is our answer to the 'world car' concept. That is the car we would be looking at bringing to India.” The Splash, a four door compact hatchback, was displayed at the motor show.

The world car concept is being pursued by most Japanese manufacturers to create cheap, small cars for emerging markets such as India and China.

The new car would be the natural upgrade from the Alto or the older Wagon-R and is expected to be available in Rs 4 to 6-lakh category, according to Suzuki sources, although the official refused to confirm the price.

Suzuki has a near 60 per cent share of the Indian small car market. With sales in India recently crossing numbers in Japan, the country has become the company's largest market in the world.

Suzuki plans to ramp up production to 900,000 units per year in its tow Indian plants by the end of 2009. Its new assembly line at Manesar in Haryana, which is currently producing the Swift, would assemble the Splash, the official said.

Outgoing MSIL Chairman Jagdish Khattar had announced earlier this year that Suzuki would launch one car every year for the next five years. The Suzuki official, however, refused any comment on that announcement.

M800 & Alto Come In Lakshmi Edition

The Maruti 800 and Alto have come in a new look under �Lakshmi Edition� with added features. Lakshmi Edition of Maruti 800 & Alto is presented to celebrate the spirit of festivity and make this festival special for its customers, a spokesman of the company in a statement said.

Maruti Suzuki India Ltd. has started this Lakshmi Edition in Northern Indian market of Chandigarh, Punjab, Haryana, HP & Jammu.

Giving details the statement said the Lakshmi Edition will be available in the market from Navratra till Diwali. The Additional features of Lakshmi Edition includes Goddess Lakshmi image, Puja Thali, Specially designed Lakshmi Stickers, Wheel Caps, Coloured Bumpers, Attractive Side Stickers, Seat Covers (M800 only) and with many other accessories. In spite of all these additional features prices of limited editions have not been increased at all.

To keep interest of customers in small car segment Maruti Suzuki India Ltd., has come up with this Lakshmi Edition in the coming festive season.

Maruti 800 & Alto are India�s most fuel efficient cars with low maintenance cost @ just Rs. 1.99 per KM. After selling a record number of Maruti 800 & Alto in the tune of 24 lac cars of two variants Viz AC & Standard since 1985 Maruti Cars have been darling of customers. Alto is India�s most fuel efficient selling car, from the date of its launch i.e September, 2000 Alto has set a mile stone of 7.5 Lac car sold and no other car has been able to ever touch this mile stone in a span of 7 years. With Lakshmi Edition of Alto & M800 Maruti is planning to break its own created records in selling.

In addition to Maruti Suzuki India Ltd launches another scheme on auspicious occasion of festivals �Chhapar Phad ke�. In this scheme company giving a to win every customers a CTV, Refrigerator, DVD Player, Food Processor & many more prizes.