Report Draft

A Project Report

On

MARKET RESEARCH ON STEERING SYSTEMS IN

PASEENGER CARS & LIGHT COMMERCIAL VEHICLES

FOR

Z F INDIA LIMITED (ZFI)

SUBMITTED AS PARTIAL FULFILLMENT OF

M.B.A PROGRAMME (MARKETING & FINANCE)

BY

MUZAMMIL POONAWALA

INDIAN INSTITUTE OF PLANNING & MANAGEMENT

PUNE

2

ACKNOWLEDGEMENT

The summer project at ZF India ltd, offered me both a learning experience as well as a glimpse into the

daily management functions of an organization. During the tenure of the project, I was fortunate to have

interacted with people, who in their own capacities encouraged and guided me.

For his unstinted and invaluable guidance, I wish to express my heartfelt gratitude to my project owner

Mr. Chandrakant Dange, President (Works) and his team, without whom this project could not have been

realized and also for giving me an opportunity to be associated with such a premier organization.

I would like to express my appreciation to Mr. S.S.Joshi, Sr. Manager (Kaizen) for his guidance, sharing of

fundamentals and concepts, imparted to me during my training in the organization and also helping me

through the training period comfortably and successfully.

I would also like to express my special thanks to Mr. Anant Kesari, Dy. Manager (Marketing) for his

guidance, clarity of thought, technical and market knowledge, imparted to me during my training. Sir has

been a great help in guiding me through the entire project.

Last but not the least the , I would give my sincere thanks and gratitude to the management and staff at

ZF India ltd, Pune who supported and encouraged me during my internship and made it a great

experience.

3

INDEX

SR NO. CHAPTER PAGE NO.

1 Executive Summary …………………………………………………… 4

2 Scope & Objective ……………………………………………………… 5

3 Introduction ………………………………………………………………. 6

4 Company Overview ……………………………………………………. 7

5 Product Overview ………………………………………………………. 8

6 Data Source ……………………………………………………………….. 12

7 Research Methodology ………………………………………………. 13

8 Passenger Cars …………………………………………………………… 14

(a) Annual Sales ………………………………………………………………. 15

(b) Market Share ……………………………………………………………… 16

(c) Segment Wise ……………………………………………………………… 17

9 Findings & Recommendations ……………………………………… 23

10 Light Commercial Vehicles (Passenger Carrier) ……………… 24

(a) Annual Sales …………………………………………………………………. 25

(b) Market Share ……………………………………………………………….. 26

(c) Segment Wise ………………………………………………………………. 27

11 Light Commercial Vehicles (Goods Carrier) ……………………. 29

(a) Annual Sales …………………………………………………………………. 30

(b) Market Share ………………………………………………………………… 31

(c) Segment Wise ……………………………………………………………….. 32

12 Findings & Recommendations ……………………………………….. 35

13 Limitations …………………………………………………………………….. 36

14 Bibliography …………………………………………………………………... 37

4

Executive summary

In this era of hyper competition, it is imperative for any company to have updated knowledge of the

current market trends and its competitors. India being a huge automotive manufacturing and consuming

market, this project centers around the prevalent trends on steering systems being used by different

automobile manufacturers across the globe.

The project “Research on Current Steering Systems ” was focused on identifying the current systems

being used in different vehicles both in passenger cars as well as commercial vehicles. Also the project

focused on avenues of product development for the organization and also to improve on their current

service being offered to their existing customers.

For this purpose inputs were taken from different dealers of the automobile OEM’s across Pune. The

feedback that was collected focused on the different systems that are being used and what is preferred.

The survey also revealed future areas of development

The findings were analyzed and certain recommendations were proposed to the organization in order to

make them more knowledgeable about the current market trends and also for them to provide the

future areas for their developmental work.

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Scope

“ Research on the power steering systems used across the automobile industry

with special emphasis on the Passenger Car market & Light Commercial Vehicle

market “

Objective

1. Find out about the different kinds of Steering Systems being used in the automotive

industry

2. Identify the new avenues for development of steering systems

3. Identify gaps in the existing service delivery process and suggest areas of improvement.

6

INTRODUCTION

The steering of a four wheeled vehicle is arranged in such a manner so that the front wheels roll truly without any lateral slip. This movement is produced by gearing and linkage between the steering wheel in front of the driver and the steering knuckle or wheel. The complete arrangement is called the Steering System.

The steering system essentially consist of 2 elements:-

1. Steering Gear

2. Linkage System

We will be concentrating on the Steering Gear system in this Report.

INTRODUCTION TO STEERING GEARS

If the Steering Wheel is connected directly to the Steering linkage it would require a great effort to move the front wheels. Therefore, to assist the driver, a reduction system is used (movement ratio between 10:1 – 22:1) depending upon the type and weight of the vehicle.

The Steering Gear is a device for converting the rotary motion of the steering wheel into straight line motion (Linear) of the linkage with a mechanical advantage.

REQUIREMENTS OF STEERING GEARS

1. It should multiply the turning effort applied on the steering wheel by the driver.

2. It should be to a certain degree irreversible so that the shocks of the road surface encountered by the wheels are not transmitted to the driver’s hands.

3. The mechanism should have self – rightening effect so that when the driver releases the steering wheel after negotiating the turn, the wheel should try achieve straight ahead position.

TYPES OF STEERING GEARBOXES

The steering gears are enclosed in a box, called the steering gearbox. There are many different designs of steering gearboxes, some are as follows :-

1. Worm & Sector Steering Gear

2. Worm & Roller Steering Gear

3. Worm & Ball Bearing Nut Steering Gear

4. Recirculating Ball Type Steering Gear

5. Rack & Pinion Steering Gear

7

COMPANY OVERVIEW

ZF STEERING GEAR (INDIA) LIMITED started in 1981 to manufacture Mechanical - Worm & Roller and Integral Hydraulic Power Steering Gears in financial and technical collaboration with M/s.ZF Friedrichafen AG Germany, World's largest independent Steering Gears Manufacturer. The factory has workforce of 700 persons out of which more than 500 are qualified and experienced Engineers working in various departments such as Production, Quality Control, Product Development, Design, Heat Treatment, Marketing etc. for meeting the quality standard of manufacturing. The factory is equipped with advanced and specially designed machinery from ZF Germany for manufacturing critical components and includes systematic cluster of wide range of CNC machines and Special Purpose machines. The factory has its own in-house Heat Treatment facility consisting of Sealed Quench Furnaces,Pit Carburised Furnaces for case Carburising, nitriding etc. and a well equipped Metallurgical Laboratory for material testing. The Present installed capacity is 1,40,000 units of Mechanical Steering Gears and 2,70,000 units of Power Steering Gears per annum, and the sales-turnover of ZF INDIA for the year 2007-2008 was Rs. 258 Crores. In view of the encouraging response from the automobile manufacturers of repute, expansion plans are in progress, for expanding the production capacity well in advance of Mechanical Steering Gears to the level of 1,50,000 units and Power Steering Gears 3,00,000 units.

ZF India is all for road safety. High priority is given for customer service and utmost care is taken to maintain quality standards. This is proven by all ZF Steering Gear Construction.

COMPANY PRODUCTS

8

1. Mechanical Steering Box

2. Hydraulic Power Steering Box

3. Rack & Pinion Steering Box

PRODUCT OVERVIEW

MECHANICAL STEERING BOX (WORM & ROLLER TYPE)

In this type a two toothed roller is fastened to the sector or roller shaft so that it meshes with the threads of the worm gear or shaft at the end of the steering shaft. When the worm shaft is turned it causes the roller to move in an arc so as to rotate the roller shaft, and at the same time turn on the pin connecting it to the shaft. The roller is mounted on ball bearings. The worm shaft is mounted on bearings designed to resist both radial and end thrust.

MAIN COMPONENTS

1. Gear Housing

2. Worm & Steering Shaft

3. Roller

4. Sector Shaft

5. Drop Arm

MANUFACTURING PROCESS

Initial operations done on the Housing, Sector Shaft, Roller & Worm

Sub Assemblies done for the worm & steering column, sector shaft & roller.

The housing is fitted with bush rings, oil ring & bearing ring

Steering jacket press fitted to the housing

9

Worm & steering assembly along with bearings fitted inside the housing

Shims along with end caps bolted to housing

Testing carried out for shim torque (0.06 – 0.12 mm) at 6.5 turns of the steering wheel & Central torque (0.22 – 0.28 mm) at 3.25 turns of the steering wheel. Also testing is carried out in loaded condition (10 kN)

POWER STEERING GEARBOX

INTRODUCTION

The increase use of large section low pressure balloon tires has aggravated the steering problem due to the greater contact area between the tyre & ground. The driver requires a greater force to be exerted on the steering wheel for steering the vehicle, especially while taking a sharp turn.

Power steering makes it easier to turn sharp corners. It is usually arranged to be operative when the effort at the steering wheel exceeds a pre-determined value. When this effort is excluded, a valve directs the working fluid to the appropriate side of the power cylinder , and this results in the wheels being turned in the desired direction. The working fluid is a high quality lubricant. There are usually two types of systems :-

1. Integral Power Steering (Power operating assembly is part of the steering gear)

2. Linkage Power Steering (Power operating is part of the Linkage)

MAIN COMPONENTS OF POWER STEERING

1. Steering Box

2. Pump

3. Oil Reservoir

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1. STEERING BOX

a) RECIRCULATING BALL TYPE STEERING

A ball nut is mounted on the worm of the steering shaft. The worm & nut have mating spiral grooves in which steel balls circulate to provide a frictionless drive between the worm & nut. The balls are contained in a half nut & transfer tube. As the worm rotates, the ball pass from one side of the nut through the transfer tube to the opposite side. As the nut cannot turn, the movement of the balls along the track of the worm carries the nut along with it and rotates the sector shaft.


End Cover fitted with bearing cover

Worm shaft fitted inside end cover along with bearing

Nut along with recirculating balls is fitted on the worm shaft

The worm shaft assembly is then assembled with piston

The piston shaft assembly is then tested for self centering & also valve spool testing is done

11

After testing it is sent for final assembly. Simultaneously the housing cover sub assembly along with bearing is done

Sector shaft is assembled

All the sub assemblies are then finally assembled with the housing & the steering gear is then tested for internal leakages and self centering

b) RACK & PINION TYPE STEERING

A pinion is mounted on the end of the steering shaft. It engages with a rack which has ball joints at each end to allow for the rise & fall of the wheels. The rods connect the ball joints to the stub axels. The rotary movement of the steering wheel turns the pinion which moves the rack sideways. This movement of the rack is converted to the wheels.


Assembly of jacket tube

Assembly of Rack Housing

Assembly of Rack and Jacket tube

Assembly of Pinion Housing with Rack Housing

Check carried out for Air Leakage (at 4 Bar Pressure) & for Vacuum

Hydraulic testing at 70 – 75 Bar Pressure done

Assembly of Drop Arm to Steering Gear assembly done

Bellows attached to the final assembly

Data Source

There were two types of data used in this research.

Primary data

This was obtained by meeting the various dealers and asking them about the different type of steering systems & the suppliers of the same used by the respective Automotive Manufacturers

Secondary data

This was obtained from the company’s internal database. These were names of some of the customers they were catering to. Also information regarding the market share details of large OEM’s

Research Methodology

The approach was of Qualitative nature.

Qualitative research was used while interviewing the dealers on certain questions based on the steering systems being used by their respective OEM’s .

Sample Size

The sample size was divided into two basic divisions :-

a) Passenger Car :- 10 Dealers across Pune

b) Light Commercial Vehicles :- 7 Dealers across Pune

The contact method was by Personal Interviews.

PASENGER CARS

ANNUAL SALES

MANUFACTURERS SALES IN NOS. (APRIL – MARCH)

2007 2008

BMW INDIA LTD 285 2048

FIAT INDIA AUTOMOBILES 2234 3379

FORD INDIA PVT LTD 39820 30962

GENERAL MOTORS LTD 16986 45265

HINDUSTAN MOTORS LTD 12329 10999

HONDA SIEL CARS INDIA LTD 59452 59373

HYUNDAI MOTOR INDIA LTD 194870 216307

MAHINDRA RENAULT LTD 0 25891

MARUTI SUZUKI INDIA LTD 549317 618168

MERCEDES BENZ INDIA LTD 2054 2693

SKODA AUTO INDIA LTD 12444 14187

TATA MOTORS INDIA LTD 179007 167058

TOYOTA KIRLOSKAR INDIA LTD 7784 7201

TOTAL 10,76,582 12,03,531

MARKET SHARE

MANUFACTURER MARKET SHARE (%)

(APRIL – MARCH)

REMARKS

2007 2008

BMW INDIA LTD 0.03 0.17

FIAT INDIA AUTOMOBILES 0.21 0.28

FORD INDIA PVT LTD 3.70 2.57

GENERAL MOTORS LTD 1.58 3.76

HINDUSTAN MOTORS LTD 1.15 0.91

HONDA SIEL CARS INDIA LTD 5.52 4.93

HYUNDAI MOTOR INDIA LTD 18.10 17.97

MAHINDRA RENAULT LTD 0 2.15

MARUTI SUZUKI INDIA LTD 51.02 51.36

MERCEDES BENZ INDIA LTD 0.19 0.22

SKODA AUTO INDIA LTD 1.16 1.18

TATA MOTORS INDIA LTD 16.63 13.88

TOYOTA KIRLOSKAR INDIA LTD 0.72 0.60

TOTAL 100 100

A1 MINI SEGMENT - UPTO 3400 MM

SR NO OEM MODEL STGR TYPE STGR BOX STGR SUPPLIER

1 MARUTI SUZUKI INDIA M 800 MECH RACK & PINION RANE

A2 COMPACT SEGMENT 3401 – 4000 MM

SR NO OEM MODEL STGR TYPE STGR BOX STGR SUPPLIERPUMP

SUPPLIER

1 FIAT INDIA PALIO HYDRAULICRACK & PINION

RANE TRW RANE

2 FORD INDIA FUSION HYDRAULICRACK & PINION

RANE TRW RANE

3 GENERAL SPARK HYDRAULIC RACK & RANE TRW DELPHI, UJKC

MOTORS PINION

UVA HYDRAULICRACK & PINION

RANE TRW

4HYUNDAI MOTORS

SANTRO HYDRAULICRACK & PINION

RANE TRW , SONA KOYO

YOUNG SHIN

GETZ HYDRAULICRACK & PINION

I 10 ELECTRONICRACK & PINION

DELPHI , LUCAS

5 MARUTI SUZUKI ALTO ELECTRONICRACK & PINION

SONA KOYO , RANE TRW

(MECH)

DENSO (NIPPON)

ZEN ELECTRONICRACK & PINION

WAGON R ELECTRONICRACK & PINION

SWIFT ELECTRONICRACK & PINION

6 SKODA AUTO FABIAELECTRO -

HYDRAULICRACK & PINION

7 TATA MOTORS INDICA HYDRAULICRACK & PINION

RANE TRW , (ZFI )

RANE , ZFI

A3 MID SIZE SEGMENT 4001 – 4500 MM


SUPPLIER

1 FORD INDIA IKON HYDRAULICRACK & PINION

RANE TRW RANE

FIESTA HYDRAULICRACK & PINION

2GENERAL MOTORS

AVEO HYDRAULICRACK & PINION

RANE TRW DELPHI, UJKC

3 MITSUBISHI LANCER HYDRAULICRACK & PINION

SONA KOYO KYB

CEDIA HYDRAULICRACK & PINION

4 HONDA SIEL CITY ELECTRONICRACK & PINION

MUNJAL SHOWA

5HYUNDAI MOTORS

ACCENT HYDRAULICRACK & PINION RANE & SONA

KOYOYOUNG SHIN

VERNA HYDRAULICRACK & PINION

6MAHINDRA RENAULT

LOGAN P HYDRAULICRACK & PINION

RANE

KYB

LOGAN DELECTRO -


SONA KOYO

7 MARUTI SUZUKI SX 4 ELECTRONICRACK & PINION

SONA KOYODENSO

(NIPPON)DESIRE ELECTRONIC

RACK & PINION

8 TATA MOTORS INDIGO HYDRAULICRACK & PINION

RANE TRW RANE

MARINA HYDRAULICRACK & PINION

A 4 EXECUTIVE SEGMENT 4501 – 4700 MM


SUPPLIER

1 BMW 3 SERIES HYDRAULICRACK & PINION

ZF ZF

2 GENERAL MOTORS

OPTRA HYDRAULIC RACK & PINION

RANE TRW DELPHI UJKC

OPTRA MAGNUM


3 HONDA SIEL CIVIC HYDRAULICRACK & PINION

MUNJAL SHOWA

SONA KOYO

4 HYUNDAI ELANTRA HYDRAULICRACK & PINION

RANE & SONA KOYO

YOUNG SHIN

5MERCEDES

BENZC CLASS HYDRAULIC RCB

ZF GERMANY ZF GERMANYC CLASS (CDI

220)HYDRAULIC

RACK & PINION

6 SKODA LAURA ELECTRONICRACK & PINION

OCTAVIA HYDRAULICRACK & PINION

7TOYOTA

KIRLOSKARCOROLLA HYDRAULIC

RACK & PINION

SONA KOYO KYB

A 5 PREMIUM SEGMENT 4701 – 5000 MM


SUPPLIER

1 BMW 5 & 6 SERIES HYDRAULICRACK & PINION

ZF ZF

2 HONDA SIEL ACCORD HYDRAULICRACK & PINION

MUNJAL SHOWA &

SONA KOYOSONA KOYO

3 HYUNDAI SONATA HYDRAULICRACK & PINION

SONA YOUNG SHIN

4MERCEDES

BENZE CLASS HYDRAULIC RCB ZF GERMANY ZF GERMANY

5 SKODA AUTO SUPERB ELECTRONICRACK & PINION

6TOYOTA

KIRLOSKARCAMRY HYDRAULIC

RACK & PINION

SONA KOYO KYB

A 6 LUXURY SEGMENT 5001 & ABOVE

SR NO OEM MODEL STGR TYPE STGR BOXSTGR

SUPPLIERPUMP

SUPPLIER

1 BMW 7 SERIES HYDRAULICRACK & PINION

ZF ZF

2 MERCEDES S CLASS HYDRAULIC RCB ZF ZF

RESEARCH FINDINGS

• Major OEM’s using Hydraulic Rack & Pinion Power Steering

• Electro – Hydraulic Power Steering also being used in certain models

• Electronic Power Steering is the Future

– Latest Models being Developed with EPS like i10, City

– EPS is “ Zero Maintenance “ & Less Power Consuming

RECOMMENDATIONS

• Development in the area of Electro –Hydraulic Steering Box for Passenger Cars.

• Immediate concentration on development in Electronic Power Steering Systems. This is the future in passenger cars.

• Approach to OEM’s already using ZF Intl Systems like Mercedes Benz, BMW, Audi etc

• Market Awareness of ZF Components – To Dealers whom they have started their supplies

Light commercial vehicles

Passenger Carrier

Annual sales


2007 2008

ASHOK LEYLAND LTD 332 616

EICHER MOTORS LTD 1637 1853

FORCE MOTORS LTD 3698 4330


MAHINDRA & MAHINDRA LTD 3535 5284

SWARAJ MAZDA LTD 2492 2234

TATA MOTORS LTD 11892 13317

TOTAL 23742 27638

Market share

MANUFACTURERMARKET SHARE (%)

(APRIL – MARCH)REMARKS

2007 2008

ASHOK LEYLAND LTD 1.40 2.23

EICHER MOTORS LTD 6.89 6.69

FORCE MOTORS LTD 15.58 15.64

HINDUSTAN MOTORS LTD 0.66 0.18

MAHINDRA & MAHINDRA LTD 14.89 19.09

SWARAJ MAZDA LTD 10.50 8.07

TATA MOTORS LTD 50.09 48.11

TOTAL 100 100

<= 5 ton M2 (A2)

(NO. OF SEATS INCLUDING DRIVER EXCEEDING 13)

SR NO OEM STGR TYPE STGR BOX STGR SUPPLIER PUMP SUPPLIER

1 FORCE MOTORS MANUALRACK & PINION

RANE

2HINDUSTAN

MOTORSMANUAL RCB RANE

3MAHINDRA &

MAHINDRAMANUAL RCB RANE

4 TATA MOTORS MANUAL RCB INHOUSE

HYDRAULIC RCBZFI , RANE, CJHINA

(FORNI)ZFI, RANE, CHINA

(FORNI)

> 5 ton M3 (A2)

(NO. OF SEATS INCLUDING DRIVER EXCEEDING 13)

SR NO

OEM STGR TYPE STGR BOX STGR SUPPLIER PUMP SUPPLIER

1 ASHOK LEYLAND HYDRAULICVARIABLE

RCB

ZFI , RANE, CHINA (FORNI)

ZFI , RANE, CHINA (FORNI)

2 EICHER MOTORS MANUALVARIABLE

RCBRANE , SONA

HYDRAULIC RCB ZFI ZFI

3 FORCE MOTORS POWER RCB ZFI ZFI

4MAHINDRA &


5 SWARAJ MAZDA MANUALVARIABLE

RCBRANE , SONA


6 TATA MOTORS MANUALVARIABLE

RCBINHOUSE

HYDRAULIC RCBZFI , RANE, CHINA

(FORNI)ZFI, RANE, CHINA

(FORNI)


Goods carrier

Annual sales


2007 2008


EICHER MOTORS LTD 5677 3288

FORCE MOTORS LTD 3583 6572


MAHINDRA & MAHINDRA LTD 43186 49860

PIAGGIO MOTORS LTD 0 4945

SWARAJ MAZDA LTD 2047 2610

TATA MOTORS LTD 113900 120856

TOTAL 168467 188140

Market share

MANUFACTURERMARKET SHARE (%)

(APRIL – MARCH)REMARKS

2007 2008


EICHER MOTORS LTD 3.37 1.75

FORCE MOTORS LTD 2.13 3.49

HINDUSTAN MOTORS LTD 0.04 0

MAHINDRA & MAHINDRA LTD 25.63 26.50

PIAGGIO MOTORS LTD 0 2.63

SWARAJ MAZDA LTD 1.22 1.39

TATA MOTORS LTD 67.61 64.24

TOTAL 100 100


SEGMENTSR NO

OEM STGR TYPESTGR BOX

STGR SUPPLIER

PUMP SUPPLIER

SUB 1 & 1 TONNE

1TATA

MOTORSMANUAL

VARIABLE

RCB

RANE

2FORCE


<= 3.5 TON

1FORCE

MOTORSMECHANICAL

RACK & PINION

INHOUSE

2HINDUSTAN

MOTORSMANUAL RCB INHOUSE

3MAHINDRA &


4 TATA MTORS MANUAL RCB INHOUSE

HYDRAULIC RCBZFI , RANE,

CHINA (FORNI)

ZFI , RANE, CHINA

(FORNI)


SEGMENTSR NO

OEM STGR TYPESTGR BOX

STGR SUPPLIER

PUMP SUPPLIER

>3.5 - <= 5 TON

1FORCE

MOTORSMANUAL

WORM &

ROLLERZFI


2MAHINDRA &


3TATA


HYDRAULIC RCBZFI , RANE,

CHINA (FORNI)

ZFI , RANE, CHINA

(FORNI)


SEGMENTSR NO

OEM STGR TYPE STGR BOXSTGR

SUPPLIERPUMP

SUPPLIER

> 5 TON

1FORCE



2 EICHER MANUALVARIABLE

RCB

RANE , SONA

HYDRAULICVARIABLE

RCBZFI ZFI

3MAHINDRA &


4SWARAJ MAZDA

MANUAL RCB

POWER RCB ZFI ZFI

3TATA


HYDRAULIC RCB

ZFI , RANE, CHINA

(FORNI)

ZFI , RANE, CHINA

(FORNI)

Findings

• Manual Steering system is used for most of the LCV’s

• ZF & Rane are the most widely used steering systems

• Rane has a hold in the Manual RCB type Steering Box

• Regulation for Power Steering in LCV’s soon to be implemented by the Government.

Recommendations

• Entry into the Manual ReCirculating Ball Steering System segment can be looked into :- This market is dominated by their competitor Rane Steering. Since ZF is a known product in the LCV the can make use of their technology to enter into this market

• Commonization of Steering Box in Tata Vehicles for increase in sales: - At times their competitors products are interchangeable due to certain problems, eg Forni’s steering system can be replaced with Rane Steering. Due to commonization and better products the dealers can also look to fit ZF components

• Concentration on Dealership Network for Customers:- At present ZF does not have any local dealers, which at times hampers the availability of their products to the OEM’s dealers. Hence having a dealer in the city premises will eliminate this. ZF should consider coming up with at least 2 dealers in locations where the OEM dealers are located like Wakad & Katraj.

• Better Service Response to Customers: - this is in conjunction with the previous point. With availability of a dealer the turn around time for service and repair will be considerably reduced.

• Training to OEM’s Dealers on ZF products :- probably the company can provide a check sheet to the dealers service team so that in case of

repairs they can describe the exact problem at hand to the service department of the company as well as to their customer

Limitations

Since this project involved interviews the limitations were :

1. Some of the customers were not available for an interview, thus losing out on valuable

feedback.

2. Sometimes customers seemed to be in a hurry, therefore their views that were captured

through the interview, may not reflect their real view.

3. Customers, even though probed for more information, were sometimes reluctant to share

information.

Bibliography

1. ZF India website (www.zfindia.com)

2. Search Engine (www.google.com)

3. Brouchers of Different Automobile Manufacturers

http://www.google.com/

http://www.zfindia.com/

Report Draft

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