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  • Services Marketing: After Sales Service in The Automobiles Sector

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    Rohan Satpute
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    This document summarizes a presentation on after-sales service in the automobiles sector given by a group of students. It analyzes the after-sales performance of three automobile service providers - Concorde Motors, Sai Service, and NBS International. It evaluates their service models, financial performance from 2008-2010, key metrics like return on equity, and recommends ways to improve after-sales customer experience.

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    This document summarizes a presentation on after-sales service in the automobiles sector given by a group of students. It analyzes the after-sales performance of three automobile service providers - Concorde Motors, Sai Service, and NBS International. It evaluates their service models, financial performance from 2008-2010, key metrics like return on equity, and recommends ways to improve after-sales customer experience.

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    20 views24 pages

    Services Marketing: After Sales Service in The Automobiles Sector

    Uploaded by

    Rohan Satpute
    This document summarizes a presentation on after-sales service in the automobiles sector given by a group of students. It analyzes the after-sales performance of three automobile service providers - Concorde Motors, Sai Service, and NBS International. It evaluates their service models, financial performance from 2008-2010, key metrics like return on equity, and recommends ways to improve after-sales customer experience.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
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    of 24

    SERVICES MARKETING

    PRESENTATION ON

    AFTER SALES SERVICE IN THE AUTOMOBILES SECTOR


    GROUP MEMBERS
    Divesh Jagtap 79 Pratik Curtorkar 67 Priyanka Bhagat 63 Swapnil Rane 105 Atul Amode 62

    Amit Thokal - 117

    INTRODUCTION
    After Sales Service contributes to 25 50% of Profits

    PRODUCT & PRICE

    Rs. 5.62 5.97

    Rs. 4.91 5.92

    Rs. 4.88 5.88

    PLACE

    PROMOTION
    Concorde Motors
    ValueCare AMC

    Sai Service
    Bloomberg UTV Autocar Award 2012 for the Best Customer Service Experience

    NBS International
    50% Insurance Free + Rs.5000 Exchange Bonus

    No discounts on purchase/ after sales service

    PEOPLE
    Personnel
    Branch Manager Receptionist Works Manager SA

    Dealerships and Service Centres NBS Concorde Sai Service International Motors
    1 1 1 2 1 1 1 3 1 2 1 2

    Technical Worksmen Mechanics


    Total

    1 7
    13

    2 10
    18

    2 6
    14

    PROCESS
    Dealerships and Service Centres - Rankings

    Process
    Service Initiation In-service experience Service Delivery Post-service experience

    Concorde Motors
    2 1 3 2

    Sai Service
    1 2 1 1

    NBS International
    3 3 2 3

    PHYSICAL EVIDENCE

    Concorde Motors

    Sai Service

    NBS International

    ELEMENTS
    Factors
    No. of Dealerships No. of Workshops Delivery waiting period

    Tata Motors
    216 dealerships in 146 cities 112 15- 30 days

    Maruti Suzuki
    460 dealerships in 253 cities 189 3 6 months

    Mahindra & Mahindra


    186 dealerships in 150 cities 63 2-3 weeks

    CONCORDE MOTORS
    4.16 2010 3.72 2009 5.33 0 200 400 600 Turnover 800

    2008

    Profit/(Loss) after tax

    SAI SERVICE
    2010 39.59 23.35

    2009

    2008 0

    19.58

    500

    1000 Turnover

    1500

    Profit/ (Loss) Before Tax

    NBS INTERNATIONAL
    2010
    2009 2008 -50 0 Profit/(Loss) after tax -0.17

    -0.23
    -0.09 50 100 Turnover

    ANALYSIS
    Turnover
    Concorde
    Sai Service NBS Intl.
    Increased by 36% in FY2010 Increased from 2% to 26% YoY

    PAT
    Concorde
    Sai Service NBS Intl.
    Increased by 12% in FY2010 Increased from 19% to 70% YoY

    Increased by 6% in FY2010

    NA

    RATIO COMPARISON
    Ratio (FY2010)
    ROE Asset T/O Debt/Equity ROA

    Concorde Motors
    8.04 3.82 3.01 2.01

    Sai Service 33.1 12.31 0.19 27.85

    NBS Intl. -35.42 32.16 5.38 -5.56

    RANKINGS
    1st

    2nd

    3rd

    RECOMMENDATIONS
    Implementation of Quick Service centres Implementation of improved CRM Reduce load on service centres Inquiries about the operating condition of vehicles Information on automotive health checkups

    Introduction of automated Consistency in vehicle washing washing centres in Reduction in washing time workshops Improve customer experience Develop better waiting area/ lounge facilities Intensive staff training to improve hospitality

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