Project at Jamkash Vehicleades

A PROJECT REPORT ON â€Å"ORGANIZATIONAL CLIMATE STUDY & BUSINESS PROCESS† AT â€Å"JAMKASH VEHICLEADES Pvt. Ltd. † (KASHMIR) (Authorized Dealership of MARUTI SUZUKI) BY TANWEER AHMAD UNDER THE GUIDENCE OF PROF. SANDEEP LONDHE SUBMITTED TO â€Å"UNIVERSITY OF PUNE† In the partial fulfilment of the requirement for the award of the degree of Master of Business Administration (MBA) Through ASM’s Institute of Business Management and Research (I. B. M. R) Chinchwad, Pune 411019 Jamkash Vehicleades (Kashmir) Pvt. Ltd. (Authorised Dealers of MSIL)Hyderpora, By-pass Crossing, Srinagar, Kashmir- 190014 Ph. : 0194-2432680, 2435576 Fax: 0194-2435575 No. :Date: ___/___/______ TO WHOMSOEVER IT MAY CONCERN This is to certify that Mr. Tanweer Ahmad, student of Master of Business Administration (M. B. A) at Institute of Business Management and Research (I. B. M. R) Pune, Maharashtra, has completed his Summer Internship Project at our company from 10th of May 2012 to 19th of June 2012 i. e. 50 working days. During this period, he worked in various departments of the company.He studied the Organizational Climate & Business Process of Jamkash Vehicleades and also gave some recommendations for the improvement. He has an excellent command over the work and was found to be a dedicated, sincere and hardworking trainee during his training period with the company. We wish him all success in his future endeavours. Jamkash Vehicleades (Kashmir) Pvt. Ltd. [Mr. Irfan Ahmad Narworoo] CEO ACKNOWLEDGEMENT All Thanks to Almighty Allah who gave me intellect to study & prepare this Project Report.I express my sincere gratitude to Mr. Irfan Ahmad Narwaroo, Chief Executive Officer of Jamkash Vehicleades (Kashmir) Pvt. Ltd. for giving me the opportunity to do this study and undergo the process of learning. I thank him for all the trust and faith he posed in me and I only hope that I have been able to live up to his expectations. I would like to express my sincere gratitu de to Prof. Sandeep Londhe, my faculty guide who supported and guided me at each step to study and prepare this report. I would also like to thank Mr.Owais Ahmad Rather, my company guide, who guided and supported me in framing the questionnaire and interpretation of data& provided me with a clearer perspective of the Organizational Climate and Business Process of Jamkash Vehicleades by showing me practically and letting me interact with each and every department’s employees. My sincere thanks to Mr. Irfan Ahmad Parray (Sr. Marketing Manager) & Mr. Mushtaq Ahmad Wani (Institutional Sales Manager) who also co-operated & helped me in this project. Mr. Farhan Ahmad Najjar, Mr. Sajjad Ahmad _Deputy Managers in Corporate Sales & Mr.Aijaz Ahmad _Team Leader, also deserve unlimited thanks in whose presence I learnt a lot about marketing & selling the cars to the corporates during my field visits. I have no words to express my thanks to my sisters Nusrat Ahad and Nazima Ahad, who had been the source of inspiration, in decision making and in solving the complexities, which helped me to escalate and explore the ideas. My head bows with regards in front of my beloved Mother Miss. Rafiqa Banoo, whose blessings, financial and moral support helped me to complete this study.Last but not least I am thankful to all those who directly or indirectly supported me during this project. Tanweer Ahmad EXECUTIVE SUMMARY Project Title : Organizational Climate Study & Business Process Industry : MARUTI SUZUKI INDIA LIMITED Company : Jamkash Vehicleades (Kashmir) Private Limited. Chief Executive Officer : Mr. Irfan Ahmad Narwaroo Company Guide : Mr. Owais Ahmad Rather Faculty Guide : Prof. Sandeep Londhe Students Name : Tanweer AhmadObjectives: Under the guidance of my Company Guide: Mr. Owais Ahmad Rather following sub-projects were executed for the project. 1. Preparing a questionnaire tailored to the meet the needs of the organization and conducting the questionnaire on all staf f of Jamkash Vehicleades. 2. To understand the working environment of Jamkash Vehicleades 3. To understand the team/group dynamics of Jamkash Vehicleades: team formation, functions, coordination, and culture etc. 4. To study the existing HR manual / practices and suggest or recommend changes.Scope of the Study: The scope of the study was limited to the Head office at Hyderpora Byepass Srinagar and regional offices at Ganderbal and Kupwara. Methodology: The tools used were Questionnaire on Organization Climate Study and Business Process at Jamkash Vehicleades, semi-structured and un-structured interviews, discussion with the team members and leaders and regular observation of the work of the organization Sources of Data: Primary: Primary sources of data included interactions with CEO, Regional managers, employees, field staff and telephonic interviews with ex-employees. Secondary:Secondary sources of data were the annual reports and other publications of the organization. Insights of the organization: The organization has good collaborations with major stakeholders and has built good reputation in the sector. †¢ The organization has well defined HR policies, Norms and Rules. †¢ The organization has good systems of Finance, Reporting, Audit, Appraisal etc. †¢ The organization is expanding its operations in different corners of the valley & India. †¢ Certain activities are centralized at head office while other are being done at branches. †¢ Focus on capacity building of the staff.Their recruitment and training has special focus. Participation in decision making is encouraged. †¢ The CEO of the company is running the organization with full enthusiasm and energy. Conclusions and Recommendations: Conclusion: The data provided a description of a relatively young, well-educated and trained work force which received moderate levels of financial remuneration. The general picture emerging out of these findings indicate that overall a favour able climate exists in the organization. The organization has a pool of professionals which are working for a larger cause and meeting their professional satisfaction.However due to the rising prices there is a need to revise the financial policy relating to paradigm and accommodation on a regular basis. The organization shows great deal of transparency in decision making and shares information across levels. The management believes in having a participative approach to decision making. There is enough autonomy to perform one’s job. Also the organization offers enough scope for personal and professional growth. The leadership of the origination is approachable and is sensitive to the needs of the employees.At the same time there are roles and responsibilities to be performed and each one is held accountable for work. There is a great emphasis on capacity building and skill enhancement of the employees. As the organization is in its expansion phase, it promises its employees e nhanced roles and responsibilities. The organization needs to plan its manpower requirement in the teams so as to optimize the productivity. In case of employees having multiple reporting, job description should be decided jointly by the team leaders and made known to the employee.The organizational climate can become conducive to develop potential and competencies of the employees and provide opportunities for fulfilment. There is a need for an enhanced role of regional managers who should feel responsible for building a positive, motivating work culture which would ensure optimum utilization of the capabilities of the team members leading to self and organizational effectiveness. Recommendations: In the backdrop, certain areas were identified for improvement in the Organization and the findings were presented for the consideration of Jamkash Vehicleades for adoption.Following recommendations were made: 1. The policies of the employees regarding salary & benefit packages like T. A, D. A, Insurance and others, need to be revised and raised considering the rise in inflation rate and cost of living. 2. Work related stress was also found to be 34% in level 3 & level 4 employees. Thus there is a need to strengthen these levels in terms of recruitment, induction and job related support. 3. There should be a constant evaluation and review of various organizational events. There is a need of a monitoring system which could ensure timely completion of processes. . Higher level employees gave slightly more favourable ratings than lower level employees, thus there is a need to investigate and improve these levels. 5. As the HR department has recently been established the awareness level of HR policies among the employees is very low and even the HR Manual has been given to limited no. of persons, thus it is recommended to conduct programmes for every department separately to make them aware about the HR policies and what functions HR department performs. 6. Recruitment of sales force should be done very fairly and honestly.It needs to be improved through HR planning. Only the deserved candidates should be selected rather than on reference basis. 7. Highly qualified persons should be recruited especially M. B. A. ’s, M. Com’s, B. Com’s, and Graduates rather than 10th & 10+2, because they don’t have much exposure of the real corporate world. Also they don’t have much fluency in speaking English. 8. Grievance Addressal Cell to be started. 9. Defined Travel Policy to be implemented. 10. New joinees’ approval to be done at early basis rather than delaying for months. 11. Salary along with benefit packages as T. A, D.A and other incentives to be clubbed together & should be credited to bank account by 1st week of every month rather than delaying for long time. 12. KRA system should be conducted in a much better way to motivate the employees and reduce the Employee Turnover Ratio (ETR). 13. The compensation of em ployees needs to be raised according to profile, workload, efficiency, and work experience. 14. Rules should be made in consensus with employees’ welfare. 15. Focus on minimising the time for documentation process like RC Book, Insurance Policy, Bills and Promotional Gift vouchers and Offers etc. S. NO. CONTENTS| PAGE NO. | 1. | Introduction To The Topic| 9-11| 2. | Company Profile| 12-24| 3. | Industry Profile| 22-30| 4. | Scope Of Work| 31-32| 5. | Objective Of The Project| 33-34| 6. | Research Methodology| 35-40| 7. | Data Analysis & Interpretation| 41| 8. | Part-I (Business Process) | 42-53| 9. | Part-II (Organization Climate Study)| 54-77| 10. | Observations and Findings| 78-80| 11. | Limitations of study| 81-82| 12. | Suggestions and Recommendations| 83-85| 13. | Conclusions| 86-87| 14. | Bibliography| 88-89| 15. | Annexure| 90| TABLE/GRAPH NO. | CONTENTS| PAGE NO. | Table 1| Awards & Accolades| 16|Table 2| Annual Sales Of Jamkash For The Last Five Years| 20| Table 3| A nnual Purchase And Sales In True Value| 20| Table 4| Exchange Penetration Rate At Jamkash In TRUE VALUE| 20| CHAPTER -1 INTRODUCTION TO THE TOPIC The topic for my SIP has two two separate parts as _ â€Å"Organizational Climate Study† & â€Å"Business Process† of Jamkash Vehicleades (Kashmir) Pvt Ltd. These are introduced briefly as under: Organizational Climate Study Organisational Climate studies the employees' perceptions and perspectives of an organization. The surveys address attitudes and concerns that help the organization work with employees to instil positive changes.Organisational climate surveys increase productivity. Climate surveys give employees a voice to assist in making desired transitions as smooth as possible. It also serves as a basis for quality improvements. By identifying areas of inefficiency and acting on performance barriers identified by employees of all levels, an organization gains a fresh and different perspective. Survey analysis identifi es areas of employee satisfaction and dissatisfaction to facilitate management in the creation of greater workplace harmony and, therefore, increased productivity.Conclusions are drawn from the data, and recommendations are made to the management team. Additionally, climate surveys can set benchmarks for future surveys, which will allow more in-depth and time series analysis. Business Process Jamkash Vehicleades generates its revenue through different ways by which it has set an example of an emerging and successful business organization in the whole valley and has covered the maximum market share. With its effective implementation of innovative ideas ; promotional tools it succeeded in the establishment of new E-outlets in various districts of the valley.Nature of business: Dealership, Service Provider Processes: * Sale of New Cars (MARUTI SUZUKI Cars Only) * Buying and Selling of Pre-Owned Cars in TRUE VALUE (of any Company) * Services and Repairs Reason for selecting the topic: T here was a need to re-look the operational strategy and the internal systems to optimise the utilisation of resources particularly the human resources. It would help the organisation to harness the emerging opportunities and meet the upcoming challenges. For this purpose this study on Organisational Climate was undertaken.I selected this topic in order to learn the Marketing ; Selling process in the real corporate and gain some experience out of it so that I can get the best placement opportunities from the leading companies after seeing my experience in marketing ; sales. Apart from the sales I wanted to take a deep look into the Business Process of Jamkash Vehicleades so that it could help me in getting the better idea and insight of the business environment, how automobile companies generate their revenue. CHAPTER-2 COMPANY PROFILE JAMKASH VEHICLEADES (KASHMIR) PVT. LTD GENERAL INTRODUCTION:Jamkash Vehicleades is a unique and pioneering organisation working for near about a decad e in the valley with the maximum market share in its’ basket of achievements. It emerged to sell and serve the society with the quality products in Automobile sector initially in JAMMU ; KASHMIR. Jamkash Vehicleades is getting a number of opportunities and experiencing certain challenges in recent times. The opportunities include heavy demand for its services from other states and growing interest on the part of many locations to have E-outlets in those locations as well.To meet these demands and harness opportunities Jamkash Vehicleades moved to national and has opened new E-outlets at different locations recently. The challenges include; sustain and retain the higher position in the competitive market and create maximum employment opportunities for the local people. Another challenge is to compete with the competitors’ new product designs, quality services and promotional tools. BRIEF HISTORY * Jamkash Vehicleades, Kashmir is an authorized dealership of Maruti Suzuki India Ltd. * It Commenced business on 8th Aug 2003.Since then it has been providing best services to its customers. * In order to further reach to the rural customers of the Valley, it was the first dealership in J ; K to open E-outlets at Baramullah and Kupwara. * The Vehicleades Group is spread across 4 states (J;K, Punjab, Himachal and New Delhi) and 17 locations. * It sells more than 16,000 cars and services more than 125,000 cars annually. * Vehicleades is among the Top 5 Maruti dealers in the country. * Largest Dealer in Northern India. * It started  operations in 1987, with an employee strength of 15, which now stands at 2000 plus. The success is attributed to the loyal patronage of esteemed customers, supported by an excellent, dedicated team. Commitment towards Customer Care, time has been appreciated by MSIL, in the form of numerous awards. We say: ‘Think Maruti, Think Vehicleades' DEALERSHIPS Main Showroom * Jamkash Vehicleades, Hyderpora Byepass Srinagar, 2003 E -OUTLETS * Jamkash Vehicleades(Kmr), Baramullah (Opened on 1st Nov 2006, Average sale of 100 Vehicles, Showing tremendous growth YOY, inspite of being location susceptible to Militancy and frequent shutdowns) * Jamkash Vehicleades(Kmr), Kupwara Opened on 1st Aug 2009, Average sale of 30 Vehicles, Covering very difficult and terrorism infested areas. ) UP COMING OUTLETS * Jamkash Vehicleades(Kmr), Ganderbal * Jamkash Vehicleades(Kmr), Magam * Jamkash Vehicleades(Kmr), Bandipora CEO/MD of Jamkash Vehicleades (KMR) Pvt. Ltd. MR. IRFAN AHMAD NARWAROO * He was born in 1964, of an engineer father, and a Doctor mother. * He has done his engineering from National Institute of Technology (NIT), earlier REC. * Area of specialization was Civil engineering. Professionally, he started out as an embedded engineer, but his move into automobile industry has an interesting story behind it. It was soon after he finished his final exams in the year 1988, he along with his friends was selected for the Team Gypsy which was a rally programme of Maruti Udyog in collaboration with J;K Tourism. * At that time, there was no idea about the rallies; it was just that how to drive a car. In that rally, he achieved 3rd national rank and when he came back, Dr. Farooq Abdullah, the then Chief Minister appreciated the team and even took them along to Delhi. He made us to participate in couple of more rallies and in the same year, we again bagged 3rd National rank. † * That was the turning point of his life, when he achieved the same rank twice and at that time, he decided that he should carve his future in the automobile sector. He was given an authorization letter by Maruti Udyog to start an automobile centre. Jamkash Vehicleades, Hyderpora, Byepass, Srinagar Table 1 AWARDS ; ACCOLADES All India Dealers Conference Held At Pattaya, Thailand 2012BEST SERVICE AWARD BEST E-OUTLET IN THE COUNTRYAll India Dealers Conference Held At Macau In 2010 | | BEST CUSTOMER RETENTION| HIGHEST GROWTH ON HIGH BASE| | BEST SHOWROOM E – OUTLET (RUNNER UP)| | BEST SALES SATISFACTION FOR CITY| | BEST MARKETING INITIATIVES| All India Dealer Conference Held At Bangkok In 2009 | Fy-2008-2009 | | BEST PERFORMANCE IN SPECIAL SCHEMES BY A DEALER| | BEST EMPLOYEE RETENTION(RUNNER-UP)| | HIGHEST NO. OF M 800 SOLD| | HIGHEST GROWTH IN ALL MODEL DESPATCH| | HIGHEST GROWTH IN CLUB 500 DEALERS| All India Dealer Conference Held At Istanbul Turkey In 2008 | Fy-2007-2008 | | EXCELLENCE IN SALES(10000+ CLUB)| | EXCELLENCE IN SPARES PARTS HIGHEST MGA OFFTAKE PER VEHICLE(;8000 VEHICLES)| | EXCELLENCE IN SALES HIGHEST NO OF M800 SOLD| EXCELLENCE IN SERVICE-INNOVATIVE SERVICE   MARKETING| | EXCELLENCE IN MARKETING-MOST CONSISTENT ADVERTISING THROUGHOUT THE YEAR| All India Dealer Conference Held At Athens Greece In 2007 | Fy-2006-2007 | | BEST PERFORMANCE SPECIAL SCHEMES (RUNNER-UP)| | BEST MI PERORMANCE N2| | BEST PERFORMANCE IN RURAL MARKETING| COMPETITORS OF JAMKASH 1. Peaks Auto Pvt Ltd: MARUTI SUZUKI 7. Fairdeal Motors: TATA, Fiat 2. HIGHLAND : MARUTI SUZUKI8. K. C Motors: Chevrolet 3. K. C HYUNDAI: Hyundai 4. Ford : Ford 6. Ansari Toyota : Toyota DEPARTMENTS AT JAMKASH VEHICLEADESThere are ten departments in the organization: Admin HR SalesMarketing Service True Value Accessories Customer Care Insurance Maruti Driving School (MDS) BRIEF PERFORMANCE * Harnessed the huge potential of Kashmir market and started with an average sale of 250 vehicles and servicing load of 950. * Now selling on an average 400 vehicles and servicing load of 3800 vehicles. * Tie-ups with seven leading Insurance Companies. 1. National Insurance 2. New India Insurance 3. Bajaj Alliance 4. Royal Sundaram 5. Iffco Tokyo General Insurance . ICICI Lombard 7. Chola Mandalam * Excellent performance inspite of Kashmir problem, Terrorism and virtually a brokers Heaven. TRUE VALUE: Monthly Purchase: 30 – 40 vehicles (on average) Sale : 40 – 50 vehicles (on average) INSURANCE: INSURANCE: Month ly 2000 – 2500 cars are insured on average. PREMIUM: Rs. 1. 25 crore as total premium is paid to Insurance companies. CLAIMS: 700 claims/ month are entertained which costs Rs. 70 lacs. Cashless Facility: Under which only depreciation amount has to be paid by the customer at the time of claim. TABLE 2ANNUAL SALES OF JAMKASH FOR THE LAST FIVE YEARS YEAR| RETAILS of cars (in numbers) | April 2007 – March 2008| 3516 cars| 2008 – 2009| 3431 | 2009 – 2010| 3331| 2010 – 2011| 3979| 2011 – 2012| 3781| April – May 2012| 635| TABLE 3 ANNUAL PURCHASE AND SALES IN TRUE VALUE YEAR| PURCHASES| SALES| April 2007 – March 2008| 226| 220| 2008 – 2009| 191| 186| 2009 – 2010| 257| 242| 2010 – 2011| 303| 296| 2011 – 2012| 394| 374| April – May 2012| -| -| TABLE 4 Exchange Penetration Rate* at Jamkash in TRUE VALUE YEAR| %age| April 2007 – March 2008| 6. 02%| 2008 – 2009| 5. 99%| 009 – 2010| 10 . 92%| 2010 – 2011| 7. 04%| 2011 – 2012| 12. 25%| * Exchange Penetration: Customers sell their old cars to TRUE VALUE and buy new cars. CUSTOMER RETENTION Meaning: Customer Retention  is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a relationship. For that Jamkash Vehicleades organises different events, programs and customer meetings to build a lifelong relationship. e. g. Drawing Competition between Children of existing customers * Customers Meeting Day * Gift Ceremony * Teachers Day * Environment Day etc. How customers are retained in Jamkash Vehicleades Pvt. Ltd. * 72 Hr. ’s Post Sales Follow up * Internal Feedback Card * 15 Days Post Sales Follow up * 20 Days Home Visit * Organize Different types of Events day to day * Organize Customer Meets every month with different themes * If any complaint, resolution within 2-3 days with a proper format. * Average resolution time (ART) ;;; as less as possible * CC/1000 analysed on the monthly basisEVENTS ; PROGRAMS FOR CUSTOMER RETENTION AT JAMKASH VEHICLEADES Customers Meeting Customers Meeting Teachers Day Teachers Day Gift Ceremony Gift Ceremony Drawing Competition Drawing Competition CHAPTER-3 INDUSTRY PROFILE OVERVIEW OF AUTOMOBILE INDUSTRY Car manufacturing in India first began in late 1940s. Earlier a couple of cars made by foreign technology were manufactured in India. But now, cars made my Indian car manufacturers dominate the business. | |The future of car manufacturing in India is bright. Sensing this, foreign car manufacturers like Ford, Toyota, Hyundai, Suzuki, Honda and Skoda are spreading their base in the country. Domestic car manufacturers have also contributed to the growth of the automobile industry in India. REASONS OF GROWTH Economic liberalization, increase in per capita income, variou s tax relief policies, easy accessibility of finance, launch of new models and exciting discount offers made by dealers all together have resulted in to a stupendous growth of Indian Automobile industry. MARKET SHAREAutomobile industry of India can be broadly classified under passenger vehicles, commercial vehicles, three wheelers and two wheelers, with two wheelers having a maximum market share of more than 75%. Automobile companies of India, Korea, Europe and Japan have a significant hold on the Indian market share. Tata Motors produces maximum numbers of mid and large size commercial vehicles, holding more that 60% of the market share. Motorcycles top the charts of two wheelers with Hero Honda being the key player. Bajaj by far is the number one manufacturer of three wheelers in India.Passenger vehicle section is majorly ruled by the car manufacturers capturing over 82% of the total market share. Maruti since long has been the biggest car manufacturer and holds more that 50% of t he entire market. Global recession has impacted the Indian automobile industry also and can be seen clearly in the sales figures of the last financial year. Even then this industry has high hopes in 2009-2010; as banks have reduced loan interest rates and the major chunk of automobile customers belong to the middle income group who are becoming economically stronger with every passing day.POPULAR CAR MANUFACTURERS IN INDIA * Maruti Suzuki Ltd. : This is the first automobile company in the world to have an ISO 9000:2000 certificate. It has a joint venture with Suzuki Motor Corporation. The popular models of this group are Maruti 800, Alto, Swift, Wagon-R and Zen. * General Motors India: This global leader entered the Indian market as a joint venture with the C. K. now it is a fully owned subsidiary of the Birla Group. This group has also introduced cars like Chevrolet Optra and Chevrolet Tavera (MUV) in India. * Ford India Ltd. : It was originally an American company.It entered the I ndian market in the year 1988 and launched Ford Escort. The Ford Ikon launched in 2001 was a successful car in India. Other brands of Ford like Ford Fusion, Ford Fiesta, Ford Mondeo and Ford Endeavour also gained popularity in India. * Tata Motors Limited: It is India's largest automobile company, the largest commercial vehicle manufacturer, the second largest passenger car manufacturer in India and the fifth largest medium and heavy commercial vehicle manufacturer in the world. The popular brands of the company are Tata Indica, Tata Indigo, Tata Sumo and Tata Safari.Tata Nano: Recently Tata Motors launched India’s cheapest car Tata Nano in one lakh rupees. * Toyota Kirloskar Motor Ltd: With a joint venture with Toyota Motor Corporation Japan, the Kirloskar Group of India holds 89% equity of the company. The most popular brands of this group in India are Camry, Corolla, Prado and Innova * Fiat India Private Ltd: The Fiat India that belongs to the Fiat Auto Spa group of Italy gives world-class cars to the country. This group has entered the motor vehicle sector more than one hundred years ago and has earned fame not only in India, but also abroad.Besides ‘Uno', which is Europe's favorite car for the last two decades, the brands like Palio, Petra and Adventure have also become famous. * Hindustan Motors: This flagship company of the C. K. Birla Group was established by Mr. B. M. Birla. Some of the most popular brands of this car manufacturer are Ambassador, Contessa and Mitsubishi Lancer. Other remarkable brands of this company are Trekker, Porter and Pushpak. * Hyundai Motor India Ltd: Hyundai Motor India Limited (HMIL) is not only the second largest car manufacturer in India, but is also the fastest growing among the car manufacturers in India.The popularity of Santro, Getz, Accent, Elantra, Sonata Embera and Tuscon is proof of its success. The company is an ISO 14001. Maruti Suzuki India Limited is a publicly listed automaker in India. It is a le ading four-wheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan holds a majority stake in the company. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog was renamed Maruti Suzuki India Limited.PROFILE Maruti Suzuki plant in Gurgaon Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18. 28% of the company was owned by the Indian government, and 54. 2% by Suzuki of Japan. The Indian government held an initial public offering of 25% of the company in June 2003. As of May 10, 2007, Govt. of India sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog.Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its' only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti has produced over 5 Million vehicles. Maruti’s are sold in India and various several other countries, depending upon export orders. Cars similar to Maruti’s (but not manufactured by Maruti Udyog) are sold by Suzuki and manufactured in Pakistan and other South Asian countries.The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. More than a million units of this car have been sold worldwide so far. Currently, Maruti Alto and Alto K10 tops the sales charts a nd Maruti Swift is the largest selling in A2 segment. Due to the large number of Maruti 800s sold in the Indian market, the term â€Å"Maruti† is commonly used to refer to this compact car model.Till recently the term â€Å"Maruti†, in popular Indian culture, was associated to the Maruti 800 model. Maruti Suzuki India Limited, a subsidiary of Suzuki Motor Corporation of Japan, has been the leader of the Indian car market for over two decades. It’s manufacturing facilities are located at two facilities Gurgaon and Manesar south of New Delhi. Maruti’s Gurgaon facility has an installed capacity of 350,000 units per annum. The Manesar facilities, launched in February 2007 comprise a vehicle assembly plant with a capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions.Manesar and Gurgaon facilities have a combined capability to produce over 700,000 units annually. More than half the cars sold in India are Maruti cars. The company is a subsidiary of Suzuki Motor Corporation, Japan, which owns 54. 2 per cent of Maruti. The rest is owned by the public and financial institutions. It is listed on the Bombay Stock Exchange and National Stock Exchange in India. During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all, over six million Maruti cars are on Indian roads since the first car was rolled out on December 14, 1983.Vision The leader in the India Automobile Industry, Creating Customer Delight and Shareholder’s Wealth; A pride of India† We must be an internationally competitive company in terms of our products and services. We must retain our leadership in India and should also aspire to be among the global players. Mission To provide a wide range of modern, high quality fuel efficient vehicles in order to meet the need of different customers, both in domestic and export markets. To provide maximum value for money to their customers through continuous improvement of products and services.Maruti has a network of 391 sales outlets across 230 cities all over India. The service network covers 1,113 towns and cities, bolstered by 2,142 authorized service outlets. The company's change in strategy and emphasis on developing effective marketing communications was their highlights. Mr. Shinzo Nakanishi MD ; CEO Mr. D. S. Brar Director Mr. R. C. Bhargava Chairman Mr. Mavinder Singh Banga Director Mr. Tsuneo Ohashi Director Mr. Keiichi Asai Director Mr. Shinzo Nakanishi MD ; CEO Mr. D. S. Brar Director Mr. R. C. Bhargava Chairman Mr. Mavinder Singh Banga Director Mr.Tsuneo Ohashi Director Mr. Keiichi Asai Director MANAGING BODY PRODUCTS Maruti Suzuki offers 16 models of cars: 1. Maruti 800 2. Omni 3. Alto 4. Wagon R 5. A Star 6. Versa 7. Ritz 8. Gypsy 9. Zen Estilo 10. Ertiga 11. Swift 12. Swift Dzire 13. Eeco 14. SX4 15. Grand Vitara 16. Kizashi Swift, Swift Dzire, A star and SX4 are manufactured in Manesar, Grand Vitara imported from Japan as a completely built unit (CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant. Suzuki Motor Corporation, the parent company, is a global leader in mini and compact cars for three decades.Suzuki’s technical superiority lies in its ability to pack power and performance into a compact, lightweight engine that is clean and fuel efficient. Maruti is clearly an â€Å"employer of choice† for automotive engineers and young managers from across the country. Nearly 75,000 people are employed directly by Maruti and its partners. FACILITIES Indian Four Wheeler Industry The Four-Wheeler Industry in India has not quite matched up to the performance of its counterparts in other parts of the world. The primary reason for this has been the all-pervasive regulatory atmosphere prevailing till the opening up of the industry in the mid-1990s.The various layers of legislative Acts sheltered the industry from external competition for a long tim e. Moreover, the industry was considered low-priority as cars were thought of as unaffordable luxury†. Post Liberalization, the car market in India have been in a burgeoning stage with all types of cars flooding the market in order to meet the demands of Indian customers who are increasingly exposed to state of the world automobiles and want the best when it comes to purchasing a car. It is expected that by 2030, the Indian car market will be the 3rd largest car market across the globe.The main encouraging factors for the success story of the car market in India are the increase in the opportunity for new investments, the rise in the GDP rate, the growing per capita income, massive population, and high ownership capacity. The liberalization policies followed by the Indian government had been inviting foreign players to participate in the car market in India. The recent trend within the new generation to get work in the software based sector has led to the rise in the income le vel and change in the lifestyle significantly, which has further led to the increase in the demand for luxurious cars among them.The car Market in India is crowded with all varieties of car models like the small cars, mid-size cars, luxury cars, super luxury cars, and sports utility vehicles. Initially the most popular car model dominating the Car Market in India was the Ambassador, which however today gave way to numerous new models like Hyundai, Honda, Mercedes-Benz, BMW, Bentley and many others. Moreover, there are many other models of cars in the pipeline, to be launched in the car market in India. Some of the leading brands dominating the car market in India at present are Hindustan Motors, Reva Electric Car Co. Fiat India Private Ltd. , Daimler Chrysler India Private Ltd, Ford India Ltd. , Honda Siel Cars India Ltd. , General Motors India, Hyundai Motors India Ltd. , Skoda Auto India Private Ltd. , and Toyota Kirloskar Motor Ltd. Since the demand for foreign cars are increasin g with time, big brands like Mercedes Benz, Volkswagen, Aston Martin, Ferrari, and Rolls-Royce have long since made a foray into the Indian car market. Facts about Indian Car Market: Although the Indian automobile industry has come a long way since the deregulation in 1993, India does not rank well among its global eers in many respects, viz. , the contribution of the sector to industrial output, number of cars per person, employment by the sector as a percentage of industrial employment, number of months' income required to purchase a car, and penetration of cars. Figure:- Passenger vehicle stock per 100 people India is far behind from other countries with just 6. 9 cars per 100 persons, while Unites States has 76. 9 cars on per 100 persons. Among developing countries, Russia also stands ahead than India and China with 16. 3 cars per 100 persons.Two things that stunted growth of the Indian automobile industry in the past have been low demand and lack of vision on the part of the or iginal equipment manufacturers (OEMs). However, the demand has picked up after the liberalization of the regulatory environment, and global OEMs who enjoy scale economies both in terms of manufacturing and research and development (R;D) entered the Indian market. This has resulted in a significant shift in the way business is conducted by suppliers, assemblers and marketers. CHAPTER-4 SCOPE OF WORK SCOPE OF WORK: The scope of the study was limited to the Head office: at Hyderpora Byepass Srinagar, ; Not for * Regional offices: at Baramullah, Kupwara and * Recently started E-outlets: at Ganderbal, Bandipora, and Magam. This study will definitely help me in gaining the experience and getting the exposure of the Real Corporate World and lastly it will help me in achieving some mastery over the marketing. CHAPTER-5 OBJECTIVE OF THE PROJECT WORK OBJECTIVES OF THE PROJECT: 1. 1 PRIMARY OBJECTIVE: * To get familiar with ‘How the Corporate works’ * To study about the Organizati on climate. * To study the overall Business Process of Jamkash Vehicleades. To analyse the organisation’s current position in the competitive market. 1. 2 SECONDARY OBJECTIVE: * To gain the experience and get the exposure of the Real Corporate World. * To make the study a success for the organisation in bringing some positive change. * To forward the complaints of customers to Service Manager and CRM. * To know the expectations and suggestions of the customers towards improvements in the car and after sale service. * To know the satisfaction level of employees as well as customers of Jamkash Vehicleades. CHAPTER-6 RESEARCH METHODOLOGY 6. 1 WHAT IS RESEARCH?Research is creative work undertaken systematically to increase the stock of knowledge, including knowledge of humanity, culture and society, and the use of this stock of knowledge to devise new applications. It is used to establish or confirm facts, reaffirm the results of previous work, solve new or existing problems, sup port  theorems, or develop new  theories. A research project may also be an expansion on past work in the field. To test the validity of instruments, procedures, or experiments, research may replicate elements of prior projects, or the project as a whole.The primary purposes of   basic research are documentation,  discovery,  interpretation, or the  research and development  of methods and systems for the advancement of human  knowledge. Approaches to research depend on  epistemologies, which vary considerably both within and between humanities and sciences. There are several forms of research: scientific, humanities, artistic, economic, social, business, etc. 6. 2 MEANING: Research in common parlance refers to a search for knowledge. Research can also be defined as a scientific search for pertinent information on a specific topic.In fact, research is an art of scientific investigation. Some people consider research a movement from known to the unknown. It is actua lly a voyage of discovery. 6. 3 DEFINITION: A broad definition of research is given by Martin Shuttle Worth – â€Å"In the broadest sense of the word, the definition of research includes any gathering of data, information and facts for the advancement of knowledge. † Another definition of research is given by Creswell who states – â€Å"Research is a process of steps used to collect and analyse information to increase our understanding of a topic or issue†.It consists of three steps: Pose a question, collect data to answer the question, and present an answer to the question. The Merriam-Webster Online Dictionary defines research in more detail as â€Å"a studious inquiry or examination; especially   : investigation or experimentation aimed at the discovery and interpretation of facts, revision of accepted theories or laws in the light of new facts, or practical application of such new or revised theories or laws†. 6. 4 WHAT IS RESEARCH METHODOLOG Y? Methodology  is generally a guideline system for solving a problem, with specific components such as phases, tasks, methods, techniques and tools.It can be defined also as follows: 1. â€Å"the  analysis  of the principles of methods, rules, and postulates employed by a discipline† 2. â€Å"the systematic study of methods that are, can be, or have been applied within a discipline† 3. â€Å"the study or description of methods†. A methodology can be considered to include multiple methods, each as applied to various facets of the whole scope of the methodology. The research can be divided between two parts; they are qualitative research and quantitative research. 6. 5 RESEARCH PROCESS:Research is often conducted using the hourglass model structure of research. The hourglass model starts with a broad spectrum for research, focusing in on the required information through the method of the project (like the neck of the hourglass), then expands the research in the form of discussion and results. The major steps in conducting research are: * IDENTIFICATION OF RESEARCH PROBLEM * LITERATURE REVIEW * SPECIFYING THE PURPOSE OF RESEARCH * DETERMINE SPECIFIC RESEARCH QUESTIONS OR HYPOTHESES * DATA COLLECTION * ANALYSING AND INTERPRETING THE DATA * REPORTING AND EVALUATING RESEARCHThe steps generally represent the overall process; however they should be viewed as an ever-changing process rather than a fixed set of steps. Most researches begin with a general statement of the problem, or rather, the purpose for engaging in the study. The literature review identifies flaws or holes in previous research which provides justification for the study. Often, a literature review is conducted in a given subject area before a research question is identified. A gap in the current literature, as identified by a researcher, then engenders a research question. The research question may be parallel to the hypothesis.The hypothesis is the supposition to be tested . The researcher(s) collects data to test the hypothesis. The researcher(s) then analyses and interprets the data via a variety of statistical methods, engaging in what is known as  Empirical research. The results of the data analysis in confirming or failing to reject the  Null hypothesis  are then reported and evaluated. At the end the researcher may discuss avenues for further research. Methodology Under the methodology, the first challenge was to choose a framework and accordingly choose the other criteria like data sources and tools to collect the data. ) Framework Used for Organisational Understanding There are several frameworks, which can be applied to study organisation climate. Some of these are * Litwin ; Stringer, (1968)- organisational attribute approach * Schneider and Barlett (1968,1970)-individual attribute approach Litwin ; Stringer, (1968) has given a macro perspective of analysing the organisation. According to them, â€Å"Climate can be defined as the perc eived attributes of an organisation and its sub-systems as reflected in the way an organisation deals with its members, groups and issues†.The emphasis is on perceived attributes and the working of sub-systems. This frame work emphasises on motivational linkages and seems to be quite relevant for studying organisational climate. Litwin ; Stringer, (1968) Model: A brief†¦ The framework considers six motives relevant for organisational climate. 1. Achievement – this motive is characterised by concern for excellence competition against standards set by others or by oneself, the setting of challenging goals for oneself, awareness of the obstacles that might be encountered in attempting to achieve these goals, and persistence in trying alternative paths to one’s goals. . Influence – this motive is characterised by a concern for making an impact on the others, a desire to make people do what one thinks is right and an urge to change situations and develop p eople. 3. Control – this is characterised by a concern for orderliness, a desire to be and stay informed, an urge to monitor events and to make corrective action when needed, and a need to display personal power. 4. Extension – this is characterised by a concern for others, interest in super ordinate goals, and an urge to be relevant and useful to large groups, including society as a whole. . Dependency – This motive is characterised by a desire for the assistance of the others in developing oneself, a need to check with significant others (those who are more knowledgeable or have a higher status, experts, close associates and so on), a tendency to submit ideas or proposals for the approval, and an urge to maintain a relationship based on the other person’s approval. 6. Affiliation – this is characterised by a concern for the establishing and maintaining close personal relationships, and emphasis on friendship, and a tendency to express one’ s emotions.Schneider and Barlett (1968, 1970)-individual attribute approach Schneider and Barlett view organisational climate as perceptual as well as an individual attribute. Climate in this approach is viewed as summary or global perception held by individuals about their organisational environment. Some of them are encompassed by the work environment scale developed by Moos in 1994. It includes various broad dimensions like Involvement, Co-worker, Cohesion, Supervisor Support, Autonomy, Task Orientation, Work Pressure, Clarity, Managerial Control, Innovation, Physical Comfort and others.The summary perceptions of all the individuals taken together reflect an interaction between personal and organisational characteristics, in which the individual by forms climate perceptions. This paper basically tries to understand the organisation on the basis of individual attribute approach. b) Data sources and tools used 1. Primary Sources: Primary sources of data included interactions with C EO, regional managers, employees, field staff and telephonic interviews with ex-employees. Tool used: * Structured Questionnaire * Interaction with the EmployeesConducting Organisational Climate study required the preparation of a detailed questionnaire which could capture all possible areas of satisfaction and dissatisfaction of employees. For this I circulated questionnaires to all Jamkash Vehicleade’s employees and mentioned the objectives of my study. I highlighted some points which could help employees in knowing about the importance of organisational Climate study. This was to create awareness among the employees about the study being conducted and how important their participation is, to make the study a success for the organisation in bringing some positive change.The questionnaire included 24+12 questions on separate topics (Annexure 1- Part One ; Part Two). There were questions on a 5 point scale, where 1 was the least satisfaction level and 5 was the most satisfact ion level. There were also some open ended questions and objectives (Yes/No) questions. The questionnaire was tailor made to meet the needs of the organisation. Questions on HR issues formed major part of the survey. I personally met with all Jamkash Vehicleades employees requested them to fill it on the spot. Receptivity to participating in the survey varied tremendously.Since the process was confidential most of the employees still did not want to mention their names/ positions. However some of them freely gave their responses. To understand the organisation climate from a macro perspective I mostly interacted with the senior staff and CEO of the organisation. In order to understand the group dynamics I attended the various training programs organised at various clusters where I met many officials and beneficiaries and tried to get a holistic understanding of the organization in which few dynamic personalities were: Mr. Owais Ahmad Rather (Human Resource Manager)Mr. Mushtaq Ahmad Wani (Institutional sales Manager) Mr. Peer Firdous Ahmad (DGM Marketing ; Sales) Mr. Irfan Ahmad Parray (Sr. Marketing Manager) Mr. Sajjad Ahmad (Deputy General Manager, Marketing) and many distinguished personalities. In the process, personally I also met with all employees of the organisation and interacted with them. 2. Secondary sources: The major sources of secondary data were the documents and records of the organization, the annual reports and the literature review. CHAPTER-7 DATA ANALYSIS ; INTERPRETATION Part-I Business Process OfJamkash Vehicleades FOR SALES 1. Were the following things available at Jamkash Showroom? Tick Yes/ No. Particulars| Yes| No| Product Information:| 20| -| Price List:| 20| -| Broachers/ Catalogues:| 17| 3| Display Car:| 16| 4| Friendly Environment:| 14| 6| Proper Seating Arrangement:| 20| -| Interpretation: Overall maximum number of customers agree with the statement that all the things were available at Jamkash Showroom. It can be understood from the analysis that Jamkash is progressing and winning the hearts of the customers through new innovations and attractive tools. . Was the test drive of your car readily available at Jamkash? Options| Results| Yes| 12| No| 8| Total| 20| Interpretation: Out of the total sample size 60% said that the test drive of their vehicle was available at Jamkash Vehicleades. However, the remaining 40% had not taken a test drive. The reason being; they had purchased their vehicles during the time of protests and strikes in Kashmir Valley. So it was not possible to give a test drive of the vehicles freely. 3. Was the car delivered to you at the promised date and time? Options| Results| Yes| 17|No| 3| Total| 20 | Interpretation: Majority of the customers are happy for car delivery on time 85% of the customers agree with the statement. However only 15% don’t agree with this. The reason might be strikes and protests at the time of delivery of the vehicle. 4. How would you rate the overall Jamk ash’s Sales Executives ; Insurance Executives about product knowledge, behaviour, and approach till the delivery of your new car? Particulars| Results| | Excellent| 6| | Good| 11| | Average| 3| | Bad| -| | Very Bad| -| | Total| 20| | Interpretation:Overall maximum customers rated the Jamkash Staff and executives as good. Some rated them as excellent while some rated as average. 55% rated as Good, 30% rated as excellent, and 15% rated them as average. It can be imagined and realised that no customer rated the Jamkash executives as bad or very bad; it clearly states that the employees of Jamkash Vehicleades are very much experienced and knowledgeable without giving any chance of complaint to customer(s). 5. Do you think that the time taken for service / repair was sufficient / reasonable? Options| Results| Yes| 17| No| 3|Total| 20| Interpretation: Jamkash Vehicleades is considered as No. 1. Service provider in the whole valley. It is the only dealership in the whole valley that has its’ service centres in other districts also. So the organization has covered the maximum market of the valley. From the survey it was found that 80% of the customers were satisfied with the service of Jamkash Vehicleades. Exception is of only few customers which will not be considered. FOR SERVICE 6. At the time of the delivery of serviced car, was the Service Advisor present? Options| Results| Yes| 15| No| 5|Total| 20| Interpretation: After purchasing a vehicle, at the time of delivery, presence of service advisor is very important. He makes the customer aware about Do’s ; Don’ts and gives him all the necessary information about the service timings and generally trains him for minor repairs of the vehicle himself in case of emergency. 75% said that the Service Advisor was present at time of delivery. Only 25% do not agree with this. 7. Did you receive any phone call from Jamkash before and after servicing of your vehicle? Options| Results| Yes| 20| No| -| Total| 20| Interpretation:Jamkash Vehicleades is very much effective in follow-ups of the customers. It is one of the tools for Customer Retention. For that Jamkash customer care calls the customer before and after the service to make them aware about the servicing dates and other issues. From the data collected after survey it was seen that the customer follow-up process is 100% done fairly ; effectively at Jamkash. 8. Are you satisfied after servicing your car at Jamkash Vehicleades’ workshop? Options| Results| Yes| 16| No| 4| Total| 20| Interpretation: 80% of the customers are satisfied with the services of Jamkash Vehicleades.The reason behind that is: Jamkash is having qualified and experienced workforce in the concerned departments; Workshop, Body Shop as well as front office where claims are entertained. 9. How would you rate the overall Jamkash’s Workforce ; Service Supervisor/Advisor about product knowledge, behaviour, and approach till the delivery of your s erviced car? Particulars| Results| | Excellent| 7| | Good| 11| | Average| 2| | Bad| -| | Very Bad| -| | Total| 20| | Interpretation: Maximum customers of Jamkash rated the workforce and Service Advisor as good.Some rated them as excellent while some rated as average. 55% rated as Good, 35% rated as excellent, and 10% rated them as average. It clearly states that the workforce of Jamkash Vehicleades is very much experienced and educated in their field without giving any chance of complaint to customer(s). ? 10. Have you planned to repurchase a car from Jamkash Vehicleades in future again? Options| Results| Yes| 10| No| 10| Total| 20| Interpretation: As such every customer of Jamkash is satisfied with its Quality sale and Service. But the 50% of them have not decided to repurchase the new car from Jamkash only.The reason might be the best deigns and offers given by the competitors can deviate the attention of the customers from MARUTI products. 11. Any Complaints/ Suggestions: i Time taken for servicing the vehicle should be reduced. ii Approval of car loan should be done very quickly. iii Documentation Process should be done very fast. iv Some discounts and offers should be given also on services. v As such there is no problems with the servicing but the time taken is much so number of workers and mechanics should be increased to distribute the workload and get the customer’s car serviced quickly. i Complaints or grievances of the customers should be addressed and resolved immediately to save the precious time of the customers. Part-II Organizational Climate Study HR POLICY: Q. 1. The recruitment process at Jamkash Vehicleades is fair? Options| Results| Yes| 26| No| 4| Total| 30| Interpretation: The recruitment process at Jamkash Vehicleades is very fair as 87 % of the employees of the organization agree with the statement. Whereas from the 13% of the employees who were against the statement I asked the reason, they replied that the recruitment process t akes place on the personal reference basis in Jamkash.However from the survey it is clear that the major number of the employees is in favour of the statement and thus the recruitment process at Jamkash Vehicleades will be considered as fair. Q. 2. Have you been given the HR Manual, its hardcopy/ softcopy? Options| Results| HR Manual Given| 13| HR Manual Not Given| 17| Total| 30| Options| Results| HR Manual Read| 9| HR Manual Not Read| 21| Total| 30| Interpretation: From the survey it was seen that only 43% of the employees have been given the HR Manual whereas the major number of employees i. e. 7%, have not received the same. Among the receivers only 9 persons (30%) have read it and the rest 70% are not aware of it. Although the majority of the employees are not aware about the HR manual and the Rules therein but still I found the good Co-ordination and Co-operation among the employees and all the processes were going on very smoothly. It is because all the employees belong to rel igious families. Q. 3. Are you satisfied with your current working conditions in Jamkash Vehicleades? Options| Results| Yes| 19| No| 11| Total| 30| Interpretation:Jamkash Vehicleades has set its own example of its Quality Sale ; Service and has covered the maximum market share in the whole valley. It could be imagined that the employees of Jamkash are hardworking and dedicated. Survey has brought in front, the responses of the employees of Jamkash regarding their satisfaction level in the organization. 63% of the employees are satisfied with the current working environment of Jamkash Vehicleades. Whereas 37% of the employees reasoned their dissatisfaction that they are not satisfied with the salary and other benefits. Q. 4.I am aware about the insurance, income tax and provident fund policies of the organization: Options| Results| Yes| 22| No| 8| Total| 30| Interpretation: Maximum number of employees at Jamkash Vehicleades are very well aware about their insurance, income tax and pr ovident fund policies. As per the survey conducted it was found that 73% employees are aware about it and only 27% are not. The reason of the latter might be that they are new to the organization recruited recently and have not got enough information so immediately. Column1| Column2| 1. Strongly disagree| 6| 2. Disagree| 3| 3. Neither agree nor disagree| 4| . Agree| 13| 5. Strongly agree| 4| Total| 30| ENVIRONMENT: Q. 5. My work area offers me clean, comfortable, supportive and well organised working environment: Interpretation: 44% of the employees agree with the statement that their working environment is clean, comfortable and well organized. If we combine the above data we get that 57% are in favour of the statement and only 30% are against. Only 13% neither agree nor disagree with the statement that means they find their places clean and comfortable sometimes and sometimes not. Q. 6. My work environment is unclean and stressful: Ranking| Results| 1.Strongly disagree| 6| 2. Disa gree| 5| 3. Neither agree nor disagree| 9| 4. Agree| 5| 5. Strongly agree| 5| Total| 30| 66% disagree 66% disagree Interpretation: From the data it is clear that 66% of the staff disagree with the statement as they find their work place and surrounding environment clean, comfortable and unstressful. Jamkash Vehicleades has recruited the sweepers for every department who frequently clean the work area with the latest technological sweeping equipments. Also every employee takes it as his responsibility to keep his work area and whole department clean ; good-looking. Q. 7.Innovations/new ways of doing things are appreciated and liked by team leaders: Ranking| Results| 1. Strongly disagree| 2| 2. Disagree| 9| 3. Neither agree nor disagree| 4| 4. Agree| 10| 5. Strongly agree| 5| Total| 30| Interpretation: Innovation and New Ideas are the keys for the success and growth of any organization. Jamkash Vehicleades also consider employee’s suggestions and ideas as an asset for the benef it of the organization. After survey it was found that 50% of the employees agree that their proposals of new ways of doing things and innovative ideas are appreciated by the team leaders and senior management.Whereas only 37% of the employees disagree with the statement. 13% of the employees are neutral in their response. MANAGEMENT EFFECTIVENESS: Ranking| Results| 1. Strongly disagree| 3| 2. Disagree| 8| 3. Neither agree nor disagree| 2| 4. Agree| 12| 5. Strongly agree| 5| Total| 30| Q. 8. I can communicate easily ; effectively with senior management and forward my grievances/ complaints regarding my work: Interpretation: Communication means sending and receiving the information to and fro. The better the communication process the better would be the results thereafter.As if Jamkash Vehicleades has a very good communication system through which every employee can communicate with his colleagues and the senior management easily and forward his grievances / complaints. After the sur vey I also found that the maximum number of employees at Jamkash say that they can approach and communicate with the seniors easily in case of any difficulty. 57% agree with the statement, 37% disagree and only 6% are neutral. Q. 9. I am treated with respect by the management and acknowledge me for my contribution when organisations goals and objectives are achieved: Ranking| Results| 1. Strongly disagree| 4| 2. Disagree| 3| . Neither agree nor disagree| 5| 4. Agree| 11| 5. Strongly agree| 7| Total| 30| Interpretation: Respect is the key factor for job satisfaction in the organization. â€Å"Respect Others You Will Be Respected† is a true proverb, but in addition I want to say, â€Å"Respect Others and Get Things Done Easily†. If the seniors in the company give respect to their juniors/ subordinates they will in turn give more respect and better results afterwards and also will get satisfied with their job as their social need got fulfilled. Here at Jamkash Vehicleades also I found that each and every employee is being respected and honoured by the seniors.Not only this CEO Mr. Irfan Ahmad and General Manager Col. Ayoub Khan personally interact with the employees frequently and treat them with respect and honour. 60% of the employees of Jamkash Vehicleades agree that they are respected by seniors. Q. 10. Management keeps all the necessary resources ready for me at every time: Ranking| Results| 1. Strongly disagree| 4| 2. Disagree| 7| 3. Neither agree nor disagree| 5| 4. Agree| 11| 5. Strongly agree| 3| Total| 30| Interpretation: Management in Jamkash Vehicleades is very good and has satisfied the majority of employees’ population so far.The above data shows it clearly that 57% of the staff agree with the statement. Whereas, 36% of staff disagree and only 17% are neutral. COMPETENCY: Q. 11. I find my job Challenging: Ranking| Results| 1. Strongly disagree| 5| 2. Disagree| 3| 3. Neither agree nor disagree| 2| 4. Agree| 11| 5. Strongly agree| 6| Total| 30| Interpretation: Everybody wants to get a job that best suits him, in a well reputed company so as to satisfy his social and esteem needs. With such a vision and mission, Jamkash Vehicleades provides job opportunities for the local people.Majority of the people after selection found their job, work environment and the climate in the organization challenging ; on top level than other companies in the valley. 66% of the employees found their job as challenging; only 27% disagree with the statement. Q. 12. I have attended Staff Development Programmes