Industry guides

Mr. M.Sudhakar
(Hyderabad territory Manager)
(Lubes)

Mr. B.Raghunath Rao

(Asst Manager - Mktg)(Lubes)

Project Report

Project Title
Submitted by
How to retain atleast 60% of market
P. Sandeep Kumar.
share to Mak lubricants sales in
(09031EIB42)
authorized service stations in ( MBA in International Business)

Hyderabad Market.

School of Management studies

JNTU

Kukatpally,
1 | P aHyderabad
ge
2|Page
 How to retain at least 60% of the market share to
MAK Lubricants sales in the authorized service
stations in Hyderabad Market
PROJECT REPORT
SUBMITTED FOR THE PARTIAL FULLFILMENT
OF THE REQUIREMENTS OF THE COURSE

BY
P.SANDEEP KUMAR
ROLL NO.09031EIB42

UNDER THE INSPIRING GUIDENCE OF

M.SUDHAKAR
TERRITORY MANGER (Lubes)
&
B.RAGHUNATHA RAO
ASST MANAGER- MARKETING (Lubes)
Bharat petroleum corporation limited, Hyderabad

MASTER OF BUSINESS ADMINISTRATION

(INTERNATIONAL BUSINESS)

SCHOOL OF MANAGEMENT STUDIES

JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY, HYDERABAD.

June 2010

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 DECLARATION

I here by declare that this project report with the title “ How to retain at least 60% of
market share to MAK Lubricants in authorized service stations in Hyderabad market” is
the result of one month summer internship done by at Bharat Petroleum Corporation Limited
under the guidance of Mr. M.Sudhakar Territory Manager (Lubes) and Mr. B.Raghunatha Rao,
Asst Marketing Manager of BPCL ,Hyderabad.

This is to further declare that this project report is authentic and not submitted by any
other student previously. I also confirm that the contents of the report and the views contained
there in have been discussed and deliberated with the Guide

Date:
Place: P.SANDEEP KUMAR

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 ACKNOWLEDGEMENT

My heartfelt gratitude goes to my company guide M.Sudhakar, Territory Manager

(Lubes). Who initiated the Midas touch to all the queries and actually made this project possible
by edge.

I would also like to convey my gratitude to my guide B.Raghunatha Rao, Asstt. Manager
Marketing (Lubes) who made me walk all the steps of this project, intricately and helped me in
formulating the entire framework of this analytical research.

I would also like to acknowledge my sincere thanks to Dr.A.R.Aryasri , Director of SMS,

JNTUH for providing me the opportunity to do my summer training in Bharat Petroleum
Corporation Limited (BPCL).

A word of thanks to all my respondents who spared their valuable time from their busy
itinerary in filling up the questionnaires and made the project complete.

Finally, I express my gratitude to the every person who has devoted their valuable time in
accomplishing my summer internship project.

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 INDEX

Executive Summary ……..………………………………………………………………….. 8

Brief Analysis of Report…..………………………………………………………………… 9
Introduction.
Need for the research ……………………………………………………………………….. 11
Research Problem …………………………………………………………………………... 11
Research Objectives …………………...……………………………………………………. 12
An Insight into the Research
Scope of the study …………………………………………………………………………... 13
Research Methodology ……………………………………………………………………… 13
Type of research …………………………………………………………………… 13
Sources and tools of data collection…………………………………………........... 13
Sampling Techniques………………………………………………………………. 14
Sample Size ……………………………………………………………………...... 14
Limitation of the Research……………………………………………………….... 14
The Indian Lubricant Industry……………. ………………………………………………... 15
Company profile…………………. ……………………………………………………........22
MAK Lubricants …………………………………………………………………………….27
MAK Lubricants sales and market share…………………………………………………….28
MAK services………………………………………………………………………………..29
OEM tie-ups of MAK Lubricants…………………………………………………………...31
Competitors of BPCL Lubricants (MAK Lubricants) ……………………………………...34
Brief about the competitors in the authorized service stations segment…….……................35
Primary Research in authorized service stations……………………………………………38
Present Market share …………….. ……………………………………………......39
Basis for selecting and buying………………………………………………………40
Parameters seen while buying………………………………………………………41

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 Number of brands used …………………………………………………………….42
Impact of schemes…………………………………………………………………..43
Consumption of lubricants………………………………………………………….44
Maximum consumption months……………………………………………………44
Findings……………………………………………………………………………………45
Conclusion…………………………………………………………………………………46
Annexure…………………………………………………………………………………..47
Bibliography……………………………………………………………………………….50

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Executive Summary
The project title was “To analyze the factors to retain at least 60% of market share in MAK
lubricants sales to authorized service stations in Hyderabad market. The research work was
divided into two phases for reporting & analyzing the factors respectively. Each phase is being
described as follows:-

Phase 1

Phase 1 was the starting point of research work. Before going out for primary research work, I
studied the lube oil industry with the help of internet & collected some useful insight about the
industry. In the primary research work, I first of all decided on the different category of persons
(stakeholders) who are linked with the engine oil. These persons/stakeholders were as follows:-

1) Concerned persons involved in procurement of Lubricant oil at service stations.

2) Distributor.

Then I had carried an exploratory survey for each stakeholder without drawing any
questionnaire. This random sample helps me to understand the various factors affecting the
buying decision of engine oil. But the information which I get was quite raw & hence I moved
on to the second phase for a systematic review of the enlisted factors gathered from the
exploratory survey.

Phase 2

After understanding the enlisted factors, I formed the questionnaire, covering each & every
aspect about buying behavior of engine oil. I formed questionnaire.. I had taken a sample of 26
authorized service stations ( Two wheeler) from all the major part of Hyderabad. From this
survey I try to figure out the relationship between the buying behaviors of authorized service
stations, after completing primary research work, drafted out the studied factors on the word file
& gave the shape of a project report.

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Brief Analysis of Report
Overall from the given feedback & analysis it can be clearly stated the fact that the “OEM Tie
up” is the top most factor which is affecting the buying decision of lubricant oil at authorized
service stations. Hence in order to increase the market share we have to increase the OEM tie ups
parameter of “MAK”.

The other factor which is affecting the buying decision of lube oil is the price of a particular
brand. The brand has to justify the price structure to its users. So, in order to increase the
perceive value of MAK the company can offer discounts or complimentary gift items along with
the lube oil. So the company should make proper manipulation in its price structure to satisfy the
perceived value to its customers.

Quality is also a major factor during selection and buying of the lubricants, it should be
continuously improved and its grades also must be improved depending on the technology
growth, as the technology in the automobile sector is continuously changing ,so its quality and
grades should improved dynamically according to the technology.

The market share can also be increased by setting up MAK Garage, Hero Honda Service Stations
MAK Quik Lube Oil Change. Even though their presence is available in major cities, its
presence not available in Hyderabad market.

The company should offer schemes to the customers coming to authorized service stations using
MAK lubricant in order to increase the consumption of lubricant at authorized service stations in
turn it will increase its sales to authorized service stations.

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Introduction

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Need for the research
Bharat Petroleum Corporation Limited is marketing its lube oil under the brand name of “MAK”
all across India. MAK has got many type of lube oil (e.g.:-coolant, grease etc) incorporated
under its name. MAK is also the market leader of Indian lube oil industry with a share of around
20%. To increase its market share in authorized service stations, to analyze this
recommendations are to be derived out on the basis of the research work to formulate new
marketing strategy of “MAK”.

Research Problem
The research problem was to know and analyze the factors that will increase the market share in
MAK lubricants to authorized service stations. For this analysis to be carried out, we have to
work on the various factors which are influencing for the selection of the Engine Oil for use at
their service station. These factors will be helpful in formulating new ideas or recommendations
for the growth of company. Implementation of the following ideas will help in increasing the
market share of MAK lubricants to authorized service stations. So, ultimately the goal of doing
this project is:-

“To Study the various factors to retain at least 60% of Market share in MAK
lubricants sales to authorized service stations in Hyderabad market”.

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Research Objectives

To understand the Lube industry (mainly MAK engine oil market of Hyderabad) from the
Secondary Research.

To analyze all the important parameters in selection and buying of engine oil.

To formulate questionnaire.

To undertake exploratory survey of MAK lubricant at authorized service stations market of

Hyderabad with the help of two wheeler authorized service stations.

To know the present market share of MAK lubricants in authorized service stations of two
wheeler segment.

To analyze all the survey data & formulate recommendations based on it to increase the
market share of MAK lubricants.

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An Insight into the Research
Scope of the study
The research work will be totally concentrated inside the Hyderabad region. The Research work
will cover the respondents from the two wheeler authorized service stations.

Research Methodology
This research work is done to first find out the factors which affect selection and the buying
decision of engine oil in authorized service stations & secondly on the basis of survey analysis,
formulate recommendations to improve market share.

Type of research
The research work conducted is exploratory & descriptive in nature. This research work is used
to investigate the factors which are affecting the buying decision of engine oil in authorized
service stations. It’s an exploratory and descriptive research, as it has using both the secondary
data and surveys respectively.

Sources and tools of data collection

a) Primary Data
The data was being gathered through a survey based research approach with the help of
questionnaire. The questionnaire was made in English.

b) Secondary Data
The source of secondary data was the articles on the engine oil mentioned on the internet.
The sources of all the sites are mentioned in bibliography & under the subscript where
ever it is used in this report.

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Sampling Techniques

Random sampling technique has been used, as the respondents are scattered all over the
Hyderabad region.

Sample Size

The questionnaire which was formulated to carry out this research work is same for all
respondents. The sample size for this survey was 26 authorized service stations.

Limitation of the Research

There were few limitations in this research work. The sample covers all the major portions of
Hyderabad, but still it was not able to cover the full width of Hyderabad. This limitation is
because of the time span. So, there is a much broader need to increase the sample size to get
more concrete results. Also the secondary data on engine oil, available on internet is not
sufficient. There is no where mentioning of % wise market share of engine oil in Hyderabad.
This data was needed to check the % error in the report. So, error in report cannot be reported
which is a big limitation of the given analysis. One of the limitations was that, I was the only
person involved in reporting the data. Therefore, asking of same question from so many people
can register some error in reporting the data which is called human error.

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Indian Lubricant Industry

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Indian Lubricant Industry

Indian lubricants’ industry presents new market opportunities, Strong growth in the Indian
automotive, power and engineering sectors is creating new market opportunities for lubricants’
manufacturers, according to this new study. In the automotive sector, consumers are migrating
to better quality vehicles and motorbikes and as a result, using higher grade lubricants; this is
benefiting multi-grade lubricant products with strong brand recognition and wide distribution. In
the industrials’ segment, high levels of investment in the power, manufacturing and transport
sectors should drive very strong growth for transformer oils, marine and aviation lubricants.
Whilst there are no restrictions on foreign lubricant manufacturers from establishing 100%-
owned operations in India, many have chosen to partner with local companies.

The Indian automotive lubricants market is largely price sensitive and volume growth is
stagnating due to longer lasting lubricants. The market is fragmented with over 22 big and small
manufacturers and with the spate of mergers and acquisitions (M&A), only a handful of big
companies enjoy a major market share.

Companies are adopting a more customer-oriented approach where they are likely to
focus on creating brand awareness through print and visual media. For example promotional
campaigns and trade shows offering gifts to their customers are methods of driving sales of
automotive lubricants.

The original equipment segment and retail trade are the two major marketing channels in
the Indian automotive lubricants market. Due to the growing competition, tie-ups with original
equipment manufacturers (OEM) are becoming important as they reinforce the value proposition
of a particular brand.

Petrol pumps form a major distribution channel in retail trade, however sales of lubricants
through retail outlets (also called ‘the bazaar trade’) has transformed the Indian automotive
lubricants market into a fast moving consumer goods (FMCG) sector. The other marketing
channels are authorized service stations, garages, rural and agricultural dealers, super markets,
and wholesale distributors.

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 Public sector unit (PSU) companies, that manufacture their own base oil, follow different
distribution strategies as compared to private participants that solely dependent on imports.
While PSUs sell through their own wide spread network of petrol stations private manufacturers
prefer retail outlets.

Engine oil, which accounted for over 70.0 percent market share in 2004 in the Indian
automotive lubricants market, plays the most crucial role in deciding the market share of
manufacturers. Increase in demand for four stroke motorcycles, tie ups with original equipment
manufacturers, and implementation of new pollution norms are just some of the key drivers of
the engine oil segment.

The brake oil and coolant is the next largest segment in the Indian automotive lubricants
market. Demand for coolants is increasing due to continuous growth in heavy commercial
vehicles, increasing awareness among the customers, new cooling system technologies, and
OEM tie-ups.

In brake oil segment, increasing growth in light commercial vehicles, introduction of new
brake systems, consumption of lubes by commercial passenger vehicles, and changing customer
mindset regarding specialty lubricants are expected to push demand further.

The market for gear oils is also growing rapidly and has a high potential due to the
increasing number of vehicles on the road. New generation vehicles with advanced gear system
technologies and automatic transmission systems require special type of lubricants resulting in
greater demand for multi axel gear oil and API synthetic gear oil, API GL-5, API MT-1, and
ultra-Matic, which reduce the oil changing intervals.

In the long term, the overall outlook for the automotive lubricants market is expected to
be positive due to the growing Indian economy along with the increased purchasing power of
consumers.

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The lubricant marketers generally pursue one or more of the following strategies when pursuing
business:

SPECIFICATION.

The lubricant is said to meet a certain specification. In the consumer market, this is often
supported by a logo, symbol or words that inform the consumer that the lubricant marketer has
obtained independent verification of conformance to the specification. Examples of these
include the API’s donut logo or the NSF tick mark. The most widely perceived is SAE viscosity
specification, like SAE 10W-40. Lubricity specifications are institute and manufacturer based. In
the U.S. institute: API S for petrol engines, API C for diesel engines. For 2007 the current
specifications are API SM and API CJ. Higher second letter marks better oil properties, like
lower engine wear supported by tests. In EU the ACEA specifications are used. There are classes
A, B, C, and E with number following the letter. Japan introduced the JASO specification for
motorbike engines. In the industrial market place the specification may take the form of a legal
contract to supply a conforming fluid or purchasers may choose to buy on the basis of a
manufacturers own published specification.

Original equipment manufacturer (OEM) approval:

Specifications often denote a minimum acceptable performance levels. Thus many equipment
manufacturers add on their own particular requirements or tighten the tolerance on a general
specification to meet their particular needs (or doing a different set of tests or using
different/own testbed engine). This gives the lubricant marketer an avenue to differentiate their
product by designing it to meet an OEM specification. Often, the OEM carries out extensive
testing and maintains an active list of approved products. This is a powerful marketing tool in the
lubricant marketplace. Text on the back of the motor oil label usually has a list of conformity to
some OEM specifications, such as MB, MAN, Volvo, Cummins, VW, BMW or others.
Manufactures may have vastly different specifications for the range of engines they make; one
may not be completely suitable for some other.

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Performance:

The lubricant marketer claims benefits for the customer based on the superior performance of the
lubricant. Such marketing is supported by glamorous advertising, sponsorships of typically
sporting events and endorsements. Unfortunately broad performance claims are common in the
consumer marketplace, which are difficult or impossible for a typical consumer to verify. In the
B2B market place the marketer is normally expected to show data that supports the claims, hence
reducing the use of broad claims. Increasing performance, reducing wear and fuel consumption
is also aim of the later API, ACEA and car manufacturer oil specifications, so lubricant
marketers can back their claims by doing extensive (and expensive) testing.

Longevity:

The marketer claims that their lubricant maintains its performance over a longer period of time.
For example in the consumer market, a typical motor oil change interval is around the 3,000-
6,000 miles (4,828-9,656 km). The lubricant marketer may offer a lubricant that lasts for 12,000
miles (19,312 km) or more to convince a user to pay a premium. Typically, the consumer would
need to check or balance the longer life and any warranties offered by the lubricant manufacturer
with the possible loss of equipment manufacturer warranties by not following its schedule. Many
car and engine manufacturers support extended drain intervals, but request extended drain
interval certified oil used in that case; and sometimes a special oil filter. Example: In older
Mercedes-Benz engines and in truck engines one can use engine oil MB 228.1 for basic drain
interval. Engine oils conforming with higher specification MB 228.3 may be used twice as long,
oil of MB 228.5 specification 3x longer. Note that the oil drain interval is valid for new engine
with fuel conforming car manufacturer specification. When using lower grade fuel, or worn
engine the oil change interval has to shorten accordingly. In general oils approved for extended
use are of higher specification and reduce wear. In the industrial market place the longevity is
generally measured in time units and the lubricant marketer can suffer large financial penalties if
their claims are not substantiated.

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Efficiency:

The lubricant marketer claims improved equipment efficiency when compared to rival products
or technologies, the claim is usually valid when comparing lubricant of higher specification with
previous grade. Typically the efficiency is proved by showing a reduction in energy costs to
operate the system. Guaranteeing improved efficiency is the goal of some oil test specifications
such as API CI-4 Plus for diesel engines. Some car/engine manufacturers also specifically
request certain higher efficiency level for lubricants for extended drain intervals.

Operational tolerance:

The lubricant is claimed to cope with specific operational environment needs. Some common
environments include dry, wet, cold, hot, fire risk, high load, high or low speed, chemical
compatibility, atmospheric compatibility, pressure or vacuum and various combinations. The
usual thermal characteristics is outlined with SAE viscosity given for 100°C, like SAE 30, SAE
40. For low temperature viscosity the SAE xxW mark is used. Both markings can be combined
together to form a SAE 0W-60 for example. Viscosity index (VI) marks viscosity change with
temperature, with higher VI numbers being more temperature stable.

Economy:

The marketer offers a lubricant at a lower cost than rivals either in the same grade or a similar
one that will fill the purpose for lesser price. (Stationary installations with short drain intervals.)
Alternative may be offering a more expensive lubricant and promise return in lower wear,
specific fuel consumption or longer drain intervals. (Expensive machinery, un-affordable
downtimes.)

Environment friendly:

The lubricant is said to be environmentally friendly. Typically this is supported by qualifying

statements or conformance to generally accepted approvals. Several organizations, typically
government sponsored, exist globally to qualify and approve such lubricants by evaluating their
potential for environmental harm. Typically, the lubricant manufacturer is allowed to indicate

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such approval by showing some special mark. Examples include the German “Blue Angel”,
European “Daisy” Eco label, Global Eco-Label “GEN mark”, Nordic, “White Swan”, Japanese
“Earth friendly mark”; USA “Green Seal”, Canadian “Environmental Choice”, Chinese “Huan”,
Singapore “Green Label” and the French “NF Environment mark”.

Composition:

The marketer claims novel composition of the lubricant which improves some tangible
performance over its rivals. Typically the technology is protected via formal patents or other
intellectual property protection mechanism to prevent rivals from copying. Lot of claims in this
area are simple marketing buzzwords, since most of them are related to a manufacturer specific
process naming (which achieves similar results than other ones) but the competition is prohibited
from using a trademark.

Quality:

The marketer claims broad superior quality of its lubricant with no factual evidence. The quality
is “proven” by references to famous brand, sporting figure, racing team, some professional
endorsement or some similar subjective claim. All motor oil labels wear mark similar to "of
outstanding quality" or "quality additives," the actual comparative evidence is always lacking.

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COMPANY PROFILE

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COMPANY PROFILE
BRIEF and HISTORY
BRIEF.

Bharat Petroleum Corporation Limited (BPCL) is one of India's largest PSU companies, with
Global Fortune 500 rank of 287 (2008). Its corporate office is located at Ballard Estate, Mumbai.
As the name suggests, its interests are in petroleum sector. It is involved in the refining and
retailing of petroleum products. Bharat Petroleum is considered to be a pioneer in Indian
petroleum industry with various path-breaking initiatives such as Pure for Sure campaign, Petro
card, Fleet card etc.

BPCL's growth post-nationalization (in 1976) has been phenomenal. One of the single
digit Indian representatives in the Fortune 500 & Forbes 2000 listings, BPCL is often referred to
as an “MNC in PSU garb”. It is considered a pioneer in marketing initiatives, and employs “Best
in Class” practices.

Bharat Petroleum Corporation Limited (BPCL) specializes in refining, processing, and

distributing petroleum products. It offers petrol, diesel, aviation fuel, liquefied petroleum gas
(LPG) and lubricants. The company primarily operates in India, where it is headquartered in
Mumbai and employs about13, 968 people.

The company recorded revenues of INR1, 112,431 million (approximately $27,632.8

million) in the fiscal year ended March 2008, an increase of 13% over 2007. Its net profit was
INR17, 696 million (approximately $439.6 million) in fiscal 2008, a decrease of 17.5%
compared to 2007.

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HISTORY

The 1860s saw vast industrial development. A lot of petroleum refineries came up. An important
player in the South Asian market then was the Burmah Oil Company Ltd. Though incorporated
in Scotland in 1886, the company grew out of the enterprises of the Rangoon Oil Company,
which had been formed in 1871 to refine crude oil produced from primitive hand dug wells in
Upper Burma. The search for oil in India began in 1886, when Mr. Goodenough of McKillop
Stewart Company drilled a well near Jaypore in upper Assam and struck oil. In 1889, the Assam
Railway and Trading Company (ARTC) struck oil at Digboi marking the beginning of oil
production in India.

While discoveries were made and industries expanded, John D Rockefeller together with
his business associates acquired control of numerous refineries and pipelines to later form the
giant Standard Oil Trust. The largest rivals of Standard Oil - RoyalDutch, Shell, Rothschilds
came together to form a single organization: Asiatic Petroleum Company to market petroleum
products in South Asia.

In 1928, Asiatic Petroleum (India) joined hands with Burmah Oil Company - an active
producer, refiner and distributor of petroleum products, particularly in Indian and Burmese
markets. This alliance led to the formation of Burmah-Shell Oil Storage and Distributing
Company of India Limited. A pioneer in more ways than one, Burmah Shell began its operations
with import and marketing of Kerosene. This was imported in bulk and transported in 4 gallon
and 1 gallon tins through rail, road and country craft all over India. With motor cars, came
canned Petrol, followed by service stations. In the 1930s, retail sales points were built with
driveways set back from the road; service stations began to appear and became accepted as a part
of road development. After the war Burmah Shell established efficient and up-to-date service and
filling stations to give the customers the highest possible standard of service facilities.

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FROM BURMA SHELL TO BHARAT PETROLEUM .

Burmah Shell Refineries was incorporated as a company in 1952, and established a refinery in
Mahul .On 24 January 1976, the Burmah Shell Group of Companies was taken over by the
Government of India to form Bharat Refineries Limited. On 1 August 1977, it was renamed
Bharat Petroleum Corporation Limited. It was also the first refinery to process newly found
indigenous crude Bombay High, in the country.
BHARAT PETROLEUM “then and after” The company installed microprocessor based
digital integrated distributed control systems in catalytic reformers and introduced a new
solvent unit to replace the pneumatic control system in 1993.The company also installed an
advanced control system for its catalytic control unit. The company then incorporated a joint
venture company, Bharat Oman Refineries, in 1994.There after BPCL signed a memorandum of
understanding (MOU) with Bank of Baroda in 1995 to launch the first co-branded credit card in
the country. In 1998, BPCL entered into a joint venture with Petronet (India) for the construction
of a 308 km pipeline from Kochi in Kerala to Karur in Tamil Nadu. The following are a few
achievement achieved by BHARAT PETROLEUM CORPORATION LTD:

· McDonald's made an agreement with BPCL to open and run restaurants at selected petrol
pumps across the country in 2000. Quicky's, the global coffee chain, followed suit in
2001, and began ton offer its services at BPCL stores.
· BPCL launched Speed '93, its own brand of petrol, in 2003. In the following year, BPCL
diversified its operations. The company entered into a business to business e-commerce
arrangement with IDBI Bank to provide an automated payment and purchase process to BPCL's
corporate and industrial clients. The company also tied up with Tata Consultancy Services to
provide medical advisory and counselling services at Ghar, the highway retailing initiative of
BPCL.
· Bharat Petroleum Corporation Limited and GAIL formed another joint venture company,
Central UP Gas, for implementation of City Gas Projects in Delhi and Kanpur in 2005.
· In 2006, the Government of the Sultanate of Oman signed an Exploration and Production
Sharing Agreement (EPSA) for the on land exploration block 56 with the consortium comprising

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BPCL, Oilex (Operator), Hindustan Petroleum Corporation Limited, GAIL India and Videocon
Industries. In the same year, the company acquired a 20% interest in an exploration block in
· In September 2008, BPCL and Videocon Industries Ltd acquired 50% stake in Brazil's EnCana
Brasil Petroleo Limeade.
· BPCL and GAIL (India) Limited announced to form a joint venture company, God’s Own Gas
Company, for marketing compressed natural gas (CNG) and piped gas in Kerala and Karnataka,
in March 2008.
· In April 2008, BPCL announced the formation of joint venture Company in consortium with
other companies, Shapoorji Pallonji Co Ltd and Nandan Biomatrix Ltd for establishment of Bio
Diesel Value Chain in Uttar Pradesh, India. In the same month, BPCL and GAIL (India)
Limited signed an MOU for cooperation in transmission and distribution of natural gas, LPG
pipelines and city gas.
· In August 2008, Punjab Energy Development Agency (PEDA) signed a MoU with BPCL to
setup one M/W Solar Photovoltaic Power Plants at Lalru in Punjab, India.

MAJOR PRODUCTS AND SERVICES:

Bharat Petroleum Corporation Limited (BPCL) refines, stores, markets and distributes petroleum
products. The company’s key products and services include the following:

PRODUCTS:
I. Petrol
II. Diesel
III. LPG
IV. Gasoline
V. Kerosene
VI. Lubricants
VII. Aviation fuel
VIII. Fuels and solvents

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SERVICES:
I. Convenience stores
II. ATMs
III. Car washes
IV. Free air and water
V. Lubricant top-ups
VI. Energy audits
VII. E-banking services
VIII. Consultancy and technical services
IX. Online ordering

MAK Lubricants

Bharat Petroleum offers a full range of Automotive Engine Oils, Gear Oils, Transmission oils,
Specialty Oils and Greases. The correct usage of these Lubricants of right quality ensures
prolonged and trouble free vehicle operation, providing maximum benefits to the users of present
day modern vehicles.
In line with the economic liberalisation in India, Lubricants was the first downstream
Petroleum product to be totally deregulated with effect from 1991. Since then a large number of
players - National, MNCs as well as Global Players - have entered the Indian Lubricants market.
Despite operating in a totally competitive environment, BPCL's Lubricants SBU has been
registering a growth in lubricant sales continuously over the past couple of years. In 2007-08, an
overall growth of 10% has been registered, with a healthy turnover of Rs. 1680 crores (approx
USD 350 million).
In 1998, BPCL re-launched lubricants in new attractive packs, mainly in Automotive
category with three major brands depicting each segment- Mak for Diesel Engine oils, Automol
for Petrol Engine oils and Glide for Two/Three wheelers(mainly 2T then). In the year 2003,
BPCL decided to go for Umbrella Brand-MAK Lubricants, in subsequent years, branded all
BPCL industrial grades with MAK.

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MAK Lubricants sales and its market share
The economic slowdown has adversely affected the Lubricants business unit, which ended the
year with a sales volume of 203.22 TMT, as compared to 231.99 TMT achieved in 2007-08. The
decline in the sales volume was mainly on account of the lower sales of base oil during the year.
However, notwithstanding the difficult market conditions, the sales volumes of finished
lubricants has grown by 3.1% with the Reseller Channel growing by 5% and industrial segment
by 2%.
During the year, segment specific oils like MAK D-Gen and MAK Auto XL were
introduced to cater to niche markets. The network of MAK distributors was expanded with the
objective of gaining leadership position in high value grades. BPCL’s service initiatives viz.
MAK Garage and MAK Mobile Van, have also been well received. On the retail front, service
initiatives like Hero Honda City Works, TATA Authorised Service Stations, V-Care and Quick
Oil Change programs were effectively implemented to give quality service to customers. On the
exports front, BPCL consolidated its presence in Sri Lanka, Nepal and Bangladesh and has
commenced supplies to the Chinese market. The Group II base oil, ‘MAK Base’, produced by
Mumbai Refinery, is one of the finest in the country. It has been mainly consumed for
manufacturing of MAK Lubricants. In addition, the base oil was sold to other manufacturers,
besides being exported. The tough economic environment will continue to pose challenges to the
business. BPCL aims to leverage its strengths in terms of a captive source of world class base oil
and a well established brand. Attention is also being placed on achieving greater efficiencies in
the area of supply chain management. With a growing number of new Genuine Oil tie-ups with
reputed manufacturers and a better presence in the market, BPCL is confident of retaining and
sustaining its position in the market even in these difficult times.

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MAK Services
Lubes Shop

To facilitate customers an easy accessibility for procurement of their

Lubricants requirement and meeting them at their point of need
compelled Bharat Petroleum to open Lube shops. These shops are exclusive lubricants reselling
points, which cater to customer satisfaction confirming with the 'Quality' and other standards of
Bharat Petroleum. With the deregulation and entry of multinationals in the lubricants market,
BPCL have experienced a shift of trade to the 'bazaar'. Recognizing the potential and the fact that
competitors have utilized this channel segment to their advantage by allowing huge discounts
Bharat Petroleum is also determined to address this customer segment and passing the discount
to the end customer instead of the channel. These branded lubes shops are available in all major
cities.

MAK Garage

MAK lubricants has launched this initiative in the year 2006 to

promote MAK lubricants among the mechanic segment by enrolling
them in to the umbrella network of MAK Garage. Currently BPCL
have approximately 800 MAK garages across the country -
exclusively using MAK Lubricants.

Hero Honda Service Stations

A Joint venture initiative between Hero Honda - the worlds largest

bike manufacturer and Bharat Petroleum. This initiative is to utilise
the BPCL network across the country to privide value added services
to our customers through this City Work network at our retail
outlets. Currently we have around 170 HH cityworks operating in the country.

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TASS

TATA Authorized Service Station is another initiative for

strengthening our strong relationship with Auto Major TATA. We
have a tie-up for marketing co-branded Lubricants/greases/specialty
products - MAK TATA products. TASS is an extension of this tie-up - providing TATA vehicle
service network across the country through out Dealer network. This service network is of two
types - TASS for heavy vehicles and "SUVIDHA" for TATA Ace vehicles.

VCC

Bharat Petroleum launched this new initiative "VEHICLE CARE

CENTRE" at our retail outlets mainly to provide state of the art
servicing facility to our esteemed customers at an affordable rates.
The network is growing and is gaining popularity across the country.

MAK Quik Lube Oil Change

An Initiative to provide the best of service to esteemed customers –

keeping in mind the value of time, BPCL have initiated the “MAK
Quik Lube oil Change” at many of its Retail outlets. This initiative is
mainly to cater to the Bike and Car/SUV customers to change the Engine oil in their vehicle with
in short span of time. The major advantages of this initiative to the customer is
• Speedy oil change in front of their own eyes.
• Mechanized system of Oil change – helps in removing the old oil completely.
• Genuine MAK product
• Free Oil change facility – Only cost of the product to be paid by the customer.
• Quick turnaround time for the customer.
• Special offers to the customers.

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OEM Tie ups of Mak Lubricants

MAK CAPABILITIES

Keeping pace with changing customer preferences, the vehicle/equipment manufacturers are
competing to offer the best Value for Money to customers. Coupled with emerging
environmental regulations and new technologies, OEMs of vehicles and equipments are
constantly trying to reduce maintenance costs.
BPCL is continuously working alongside OEMs to develop and upgrade genuine oils for
their vehicles and equipments to address the requirements of ever changing technology.
Pioneering the cause of industrial growth over the last 3 decades, BPCL R&D and marketing
teams have provided solutions for efficient and specialized lubricant applications in steel,
cement, power, engineering, road construction and other leading industries in India. These
applications include various compressor, genset, shock absorber oil manufacturers who provide
branded lubricants for use during and after warranty for peak performance.
Right from the advent of Maruti-Suzuki in 1984, our R&D team at BPCL state-of-the-art
R&D Centre has demonstrated competencies to develop customized solutions for automakers in
India. BPCL R&D has developed more than 300 different formulations in the past 10 years, out
of which 50 were developed in the last 3 years
BPCL commissioned its own LOBS plant at Mumbai, using the latest Chevron Lummus
Global patented ‘All Hydro Processing Technology’ in June 2006. This has enabled us to
manufacture superior quality ‘MAK Base’ oils exceeding the requirement of API Group II
(rated as Group II plus).
OEMs have acknowledged BPCL’s identity of quality base oil producer, best in class
R&D capabilities and marketing acumen.

OEM PARTNERSHIPS

In addition to Indian presence with plethora of lubricant options for all cross sections of the
industry, BPCL (MAK LUBRICANTS) also has agreements with leading automotive
manufacturers having both National & International presence.

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Original Equipment Manufacturers (OEMs) and Equipment manufacturing industries play a
strategic role in our business. BPCL have a long and successful history of partnerships with
leading OEMs across all vehicle categories. With strong brands, superior technology and width
and depth of distribution, BPCL (MAK LUBRICANTS) is an ideal partner for progressive
OEMs seeking to offer their consumers the best products and services.

Hero Honda Motor Limited

Hero Honda Motors Limited - the single largest two-wheeler

manufacturer in the world has an association with BPCL (MAK
LUBRICANTS) since the year 2004. MAK Lubricants during the
five years of association has become the largest supplier of engine oils for initial fill as well as to
HHML dealers, Authorized service stations and spare part stockists. BPCL has been working
closely with HHML & its sister concerns to develop speciality products like Engine oils and
Shock Absorber Fluids which can meet the stringent HONDA (JAPAN) specifications. Apart
from the above BPCL has commissioned Hero Honda City Works àexclusive servicing option
for HHML customers’ at BPCL Retail Outlets and numbers are growing by the day.

TVS Motor Company Limited

TVS Motor Company is the third largest two-wheeler manufacturer

in India and one among the top ten in the world, with annual
turnover of mo re than USD 1 billion in 2008-2009, and is the
flagship company of the USD 4 billion TVS Group. BPCL (MAK
LUBRICANT) has an exclusive tie-up with TVS MOTOR COMPANY to supply engine oils for
initial service fill as well as TVSM dealers, Authorized service stations and spare part stockists.
BPCL is also working to develop, manufacture and supply specially formulated engine oils and
speciality products for use in TVSM two wheelers as well as factory requirement. . TVS TRU 4
the first JASO MA 2 specification oils of its kind has been introduced by BPCL for use in
TVSM two- wheelers and is distributed through all TVSM authorized dealerships & workshops
as well as BPCL’s extensive reseller network.

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Tata Motors - Commercial Vehicles Division

Tata Motors - Commercial Vehicles Division is

the largest manufacturer of commercial vehicles
in India. We have a long and fruitful relationship
with Tata Motors for over 5 years. This includes
a strategic alliance for supplying of Engine oils for initial fill as well as Co-branded engine oils
and speciality products to Tata Motors dealerships, Authorized Service Network & Tata Motor
Spare part dealerships across the country. MAK Lubricants has been jointly working with Tata
Motors in all areas including joint product development, promotion and customer service.
BPCL’s MAK TATA MOTORS CH4 15 W 40 was specially developed for Tata Motors and is
endorsed by Tata Motors for use in all their commercial vehicles fitted with both Tata &
Cummins Engine.
Apart from the above BPCL has commissioned Tata Authorized Service Stations
servicing option for TML customers’ at BPCL Retail Outlets and many more are expected to get
activated over the years.

General Motors India

General Motors India has already completed 12 years if Indian

Operations and is the manufacturer of diesel & petrol passenger cars
and multi utility vehicles in the country. We have a strategic alliance
for supplying Co-branded engine oils and speciality products to the General
Motors dealerships and authorized service network across the country. BPCL (MAK
LUBRICANTS) is jointly working with General Motors India in all areas including joint product
development, promotion and customer service. BPCL GM MAK Genuine 15 W 40 Deisel &
Petrol Engine Oils were specially developed for General Motors and is endorsed by General
Motor for use in all their passenger cars as well as Utility vehicles.
Apart from the above BPCL has commissioned Vehicle Care Centre àexclusive servicing option
for customers’ wherein GMI has adopted such VCC’s at BPCL Retail Outlets and more such
VCCs are expected to get activated over the years.

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L&T KOMATSU

L&T Komatsu is the market leader in the excavator segment & commands
more than 50% of the market share. BPCL (MAK LUBRICANT) has a tie-up
with L&T Komatsu for the past 5 years to supply oils for supply to L&T
Komatsu dealerships & users. BPCL is also working to develop manufacture and supply
specially formulated hydraulic transmission oils and speciality products for use in L&T Komatsu
excavators.

Competitors of Bharat Petroleum Corporation Limited (BPCL) Lubricants

1. Hindustan Petroleum Corporation Ltd (HPCL)

2. Indian Oil Corporation (IOCL).
3. Castrol India Ltd
4. Gulf Oil Corporation Ltd (Lubricant Division)
5. Valvoline Cummins Ltd (VCL)
6. Tide Water Oil Co (India) Ltd
7. Savita Group
8. Total Group, India
9. Balmer Lawrie & Co Ltd
10. Apar Industries Ltd
11. IPOL
12. Fuchs Lubricants (India) Pvt Ltd
13. Gagan Gases Ltd
14. Ganesh Benzoplast Ltd
15. The Andrew Yule Group
16. Cenlub Industries Ltd
17. Daya Lubricants Pvt Ltd
18. Dropco Multilub Systems Private Ltd

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Major Competitors Engine Oils used at authorized Service Stations

Honda Engine Oil

Honda 4 Stroke Engine Oil is a premium Quality Genuine Engine Oil developed by the R & D of
Honda Motors Ltd. Japan. Honda 4 Stroke Engine Oil conforms to International specifications of
API SJ and SAE 20W40. Honda 4 Stroke Engine Oil has been developed keeping in mind the
difficult driving conditions prevalent on Indian roads. To meet the complete lubrication needs of
your Honda Scooters & Motorcycles we strongly recommend that you use Honda 4 Stroke
Engine Oil. Test evaluation of Honda 4 Stroke Engine Oil indicates the clear benefits of this oil
over conventional 4T Oils.

Savita Chemicals Limited

Savita Chemicals Limited was incorporated in 1961, as a small manufacturing unit producing
white mineral oil in Mumbai. Today, SCL specialises in manufacturing of petroleum specialty
products like transformer oil, liquid paraffin, petroleum jelly, white mineral oil, automotive and
other industrial lubricants. The company also operates wind power plants in Maharashtra,
Karnataka and Tamil Nadu. Savita is in technical collaboration with Idemitsu Kosan, Japan’s
largest independent oil company to manufacturing automotive and industrial lubricants.

Savita Chemicals Limited (SCL) specialises in manufacturing of petroleum specialty

products like transformer oils, liquid paraffin, petroleum jelly, white mineral oil, automotive and
other industrial lubricants. Savita group is today, India’s largest exporter of petroleum specialty
products. Savita is the exclusive supplier of lubricants to the OEM’s like Toyota, Honda Siel and
HMSI. Consistent growth of these companies will steadily fuel the demand for Savita’s
lubricants. Similarly the growth of FMCG sector will boost the demand of white oil for personal
care and hygiene products.

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Castrol
Castrol India is the Indian subsidiary of UK-based Burma Castrol and is engaged in
manufacturing and marketing of automotive and industrial lubricants and specialty products. It
operates in the automotive as well as nonautomotive segments. The former includes oils for
heavy-duty vehicles, cars, motorcycles and bikes, while the latter includes industrial lubricants,
marine and energy lubricants and the services segment. The company is the market leader in the
retail segment with a share of around 21% in the total automotive lubricants market.

CIL manufactures and markets a range of automotive and industrial lubricants. It markets
its automotive lubricants under two brands - Castrol and BP. It has leadership positions in most
of the segments in which it operates including passenger car engine oils, premium 2-stroke and
4-stroke oils and multigrade diesel engine oils. CIL has the largest manufacturing and marketing
network amongst lubricant companies in India. CIL has 5 manufacturing plants across the
country, including a state-of-the-art plant in Silvassa. It has its plant located at Patalganga,
Paharpur, Silvassa and Tondiarpet. CIL reaches its consumers through a distribution network of
270 distributors, servicing over 70,000 retail outlets.

Yamalube

This lube is created by Yamaha.Engineering is at the heart of everything done at Yamaha, and
they believe that oil is the lifeblood of our vehicles.That’s why Yamaha developed Yamalube® –
a range of oils, lubricants and care products designed to help you get the best experience from
your Yamaha motorcycle, scooter, ATV, snowmobile or other land product.We want every
journey you make to be filled with excitement and satisfaction, and Yamalube® helps to keep
that spirit alive.
Yamaha vehicles are built to the most exacting standards, for the best results on the track,
on the road and off-road.Wanting the best for our products, Yamaha’s engineers found that
conventional engine oils couldn’t provide the performance and protection to meet their high
standards.The Yamalube® oil series was developed to be the perfect oil for each vehicle in the
Yamaha range.

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 Yamalube® engine oils are made from a combination of base oils, additives and solvents,
chosen and mixed to work perfectly for your vehicle.Yamalube® was designed by Yamaha
engineers to work in harmony with the vital mechanical components of your vehicle. Yamaha
recommends nothing else.
Yamaha land vehicles are designed to meet the differing needs of their users. In line with
these needs a range of dedicated oils has been developed. 4-stroke fullysyntheticengine oil for
high-performance bikes and competition engines. 4-stroke semi-syntheticengine oil a unique
blend for all road bikes in normal conditions. 4-stroke mineral engine oil premium quality,
suitable for any 4-stroke engine used in normal conditions. 2-stroke semi-syntheticengine oil for
2-stroke engines. Suitable for standard or unleaded petrol engines.

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 Primary Research
The primary research work was done on a group of authorized service stations to know the
present market share of Mak lubricants, factors affecting market share of lubricants in authorized
service stations .“The sample used for this research work was about 26 authorized service
stations.

This sample was taken randomly from all the major areas of Hyderabad which include
Kukatpally, Erragadda, Somajiguda, Begumpet, Narayanaguda, Himayathnagar, Attapur,
tarbund.

A questionnaire was designed consisting of 21 questions (Given in Appendix 1) to

understand the overall Market variables mentioned above. The Overall findings, conclusion
& recommendations are mentioned in the next page.

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 Present Market share of MAK Lubricants in authorized service stations

In 38% percent of authorized service stations Mak lubricants are used with the name of Hero
Honda 4T plus, TVS and Bajaj lubes. Mak has OEM tie-ups with these 3 companies.
Yamaha company supply Yamaha lubes to authorized service stations of Yamaha and its
market share is 12%, Honda Company supplies Honda lubes to its authorized service stations
and its market share is 19%. Idemitsu has OEM tie up with Herohonda and its market share is
12%. Castrol has tie-up with Suzuki and its market share is 12%. The market share of both
valvoline and HP combined is 4%. Since from 3- 4 years 18% of the service stations have
shifted to MAK brand.

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 On what basis do the authorized service stations select and buy the
lubricants

From the above pie chart it is analyzed that 92.31% of the stations are selecting the lubricant
based on the OEM tie-ups and only 7.69% choose based on management preference. The
stations who follow OEM tie-ups any follow company recommended lubricant and grade.
Among the stations who does not follow the OEM tie-ups follow the company specified
grade and choose lubricant brand which offers lower price with quality and good logistics
and some times choose the lubricant brand that is demanded by the customer.

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 Parameters seen by Service stations while procuring lubricants

From the graph it is analyzed that quality and price are main factors during selection and buying
the lubricants to use in authorized service stations. The brand has to justify the price structure to
its users. So, in order to increase the perceive value of MAK. So the company should make
proper manipulation in its price structure to satisfy the perceived value to its customers.

Quality is also a major factor during selection and buying of the lubricants, it should be
continuously improved and its grades also must be improved depending on the technology
growth, as the technology in the automobile sector is continuously changing ,so its quality and
grades should improved dynamically according to the technology.

Even though logistics parameter preference is low it plays an important role in authorized
service stations, according to research it is said that no body have problem in logistics which
means all the companies have good logistics so this parameter does not affect much in selection
and buying decision of lubricants. Other than price and quality logistics will also be one of the
factor for switching of brands. After quality and price parameters logistics parameter is seen.
Brand popularity and demand are mostly seen in service stations that don’t follow OEM tie-ups.

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How many brands are used in an individual authorized Service Station?

Only in 4% of the authorized service stations multiple brand lubricants are used and
remaining 96% single lubricant brand is used. In 30 percent of the service stations the Engine
oil bought by the customers is allowed and remaining 70% percent of the service stations not
allowed.

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 Impact of the schemes on lubricants at authorized service station and respondants ready
to implement if the company offers the scheme

The respondents at the authorized service stations who don’t have OEM tie ups with MAK
lubricants said that they are not ready to accept the schemes of MAK lubricants and they are not
ready to shift to MAK brand due to OEM tie ups and Company constraints. The respondents
from the authorized service stations who have OEM tie up with MAK lubricant but not using that
brand said that they are ready to shift to MAK brand if the company offers less price than present
lubricants provider along with gifts and incentives.
70% percent respondents said that on providing schemes to the customers at the
authorized service stations, the schemes would have a positive impact and show increase in
number of customers coming to authorized service stations for service of their automobile rather
than going to unauthorized service stations for service, which increases the consumption of oil at
service station and there by sales of lubricants to authorized service stations increases.
19% of the respondents said that the schemes implemented by lubricant companies to
customers do not show any impact. The customer comes to service stations and becomes loyal
only based on how the servicing is done i.e... If the servicing done is good the customer comes
again and if it is bad he switches the services station.
11% of the respondents said that it can’t be decided.

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 Consumption of lubricants per month

MAK lubricant is the market leader in two wheeler authorized service stations segment. The
consumption of lubricants among the total sample selected from whole population of authorized
service stations segment is 28010 litres averagely per month. The market share of MAK
lubricants in the sales of lubricants to authorized service stations of two wheeler i.e.…
consumption of lubricants at authorized service stations of two wheeler is 46.77%. The
consumption can be increased in this segment by offering schemes to customers and by
conducting customer campaigns by which the sales of lubricants to authorized service stations of
two wheeler can be increased.

Months consuming more lubricants

As per the respondent’s knowledge the consumption of lubricants will be more at authorized
service stations in the months of rainy season, October due to Dussera festival, June, December,
January.

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Findings
1. MAK is the market leader; it is used in more number of authorized service stations in two
wheeler segment.

2. OEM tie-ups play prominent role in selection and buying of lubricants in authorized
service stations segment.

3. If a automobile company has more OEM tie-ups, then price, quality, gifts and incentives
are deciding factors in selection of lubricant brand in authorized service stations segment.

4. The authorized service stations which don’t follow OEM tie-up lubricants brand follow
based on customer demand and management preference.

5. If a lubricant company offers a scheme to customers at authorized service stations shows

a positive impact. It increases the number of customers coming to authorized service
stations for the service of their automobile.

6. The authorized service stations of the company who don’t have OEM tie-ups with the
MAK lubricant are not ready shift to Mak brand.

7. MAK is the market leader in sales of lubricant to authorized service stations which is
known by their consumption at authorized service stations.

8. The consumption of lubricants at authorized service stations can be increased by offering

schemes to the customers coming to their service stations which inturn will increase the
sales of lubricants to authorized service stations.

9. The consumption of lubricants will be more at authorized service stations in the months
of rainy season, October due to Dussera festival, June, December, January.

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Conclusions
1. In order to increase more market share the company has to increase its OEM tie-ups.
2. Another to way to increase its market share, in the case of company having more than
one OEM tie-ups, they can be made to switch MAK brand by offering price lower than
the competitor, offering gifts and incentives.
3. Quality is also a major factor during selection and buying of the lubricants, it should be
continuously improved and its grades also must be improved depending on the
technology growth, as the technology in the automobile sector is continuously changing,
so its quality and grades should improved dynamically according to the technology.
4. The market share can also be increased by setting up MAK Garage, Hero Honda Service
Stations (A Joint venture initiative between Hero Honda - the worlds largest bike
manufacturer and Bharat Petroleum vehicle care center), MAK Quik Lube Oil Change in
Hyderabad market. Their presence is available in other major cities and by implementing
the same in this market the market share can be increased. According to my knowledge
MAK Quik Lube Oil Change will be easier to set up and also increases the consumption
of Mak lubricants.
5. The company should offer schemes to the customers coming to authorized service
stations using Mak lubricant in order to increase the consumption of lubricant at
authorized service stations in turn it will increase its sales to authorized service stations.
6. These schemes should be implemented in the months of rainy season, October due to
Dussera festival, June, December, January, and March.

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 Annexure

QUESTIONNARE TO INCREASE MARKET SHARE

(Survey to retain at least 60% of market share in MAK lubricants sales to authorized service
stations in Hyderabad market.)

Authorized service station name:

Address:

Respondent name:

Contact number:

Questionnaire
1. Since how many years you are running this business?

2. Which lubricant brand do you use in your service station?

3. Why do you prefer that brand?

4. Since how many years you are using that brand?

5. What do you look in the lubricants?

a. Quality. h. Logistics.
b. Brand popularity. i. Market demand.
c. Price. J. Availability in different quantities.
d. Profit margin.
e. Demand.
f. Promotion.
g. Packaging.

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6. On what basis do you buy the lubricants?
a. Based on company preference.
b. Customer preference.
c. Original Equipment Manufacturers (OEM) recommendation.
d. Popularity in your area.

7. Do you use lubricant from your service station or customer brings or both?

8. Do you use lubricants of multiple or single brand?

9. Where do you procure the lubricants from?

a. Company.
b. Distributors.
c. Big retail shops.

10. How the customers do come to your service station?

a. By your brand name.
b. By mechanic recommendation.
c. By retailers recommendation.
d. By customer convenience.

11. Do you give any gifts / incentives to the person who recommends your service station?

12. Does the company of lubricant you use provide any gifts/ incentives/ promotional offers to
you?

13. Do you provide any gifts or incentives to your customers?

14. Do you get lubricants on credit from the company/ distributor/ big retailer shop?

15. What is the impact if the company runs a scheme for lubricants at your authorized service
station? Are you ready to implement it if the company offers the scheme?

16. What do you suggest/recommend Mak in order to increase its use and consumption in
authorized service stations?

17. How is the relationship between you and lubricant provider (company/ distributor/ big
retailer)?

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18. How is the logistics of the lubricant providing company?

19. How many units do you consume for servicing on an average per month?

20. Does consumption of lubricants vary from month to month?

21. If so, in which month the consumption of the lubricants will be more /less?

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 Bibliography
http://www.bharatpetroleum.com/General/CR_Journey.aspx?id=4

http://www.bharatpetroleum.com/EnergisingBusiness/In_Financial.aspx?id=1

http://www.maklubes.com

http://www.maklubes.com/Services.aspx#lubes

http://www.researchandmarkets.com/reportinfo.asp?report_id=597487

http://wapedia.mobi/en/Lubricant?t=9

http://www.researchandmarkets.com/reports/364392/automotive_lubricants_markets_in_india.ht
m

http://www.yamaha-motor.com/Yamalube/2010_Yamalube_Catalog.pdf

http://www.honda2wheelersindia.com/heo.html

http://www.castrol.com

http://www.savita.com

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