SUMMER TRAINING REPORT

IN MARKETING

RESEARCH PROJECT-TO STUDY THE SATISFACTION

LEVEL OF DEALER’S

INDUSTRY GUIDE-
MR. G.D. KAPOOR
PRESIDENT MARKETING & MANGER

SUBMITTED TO:
Mr.RAJAN SHARMA
SUBMITHED BY-
AMANDEEP
MBA, BATCH 2009-11
ROLLNO-2102

DAVIT, KABIR NAGER, JALANDHAR.

1
 TABLE OF CONTENTS

CHAPTER NO. NAMES OF CHAPTERS

1. INTRODUCTION TO HERO CYCLE

2. SWOT ANALYSIS OF BICYCLE INDUSTRY

3. INTRO TO HERO GROUP

4. SWOT ANALYSIS OF HERO CYCLES

5. RESEARCH METHODOLOGY

6. DATA COLLECTION

7. ANAYLSIS AND INTERPRETATION

8. CONCLUSION

9. ANNEXURE

10. BIBLIOGRAPHY

2
 ACKNOWLEDGEMENT

This Report has been made Possible through the Direct and Indirect Cooperation and
guidance of various People for whom I wish to express my sincere appreciation and gratitude.

Foremost of all I express my sincere indebt ness to the almighty for bestowing me with
favorable circumstances and keeping me in high spirits.

A feeling of elation insists on me expressing my heartiest gratitude to the university and

college authority for beginning the trend of summer Training which ultimately provide
immense opportunities and describing various fields.

The literary power at my command is commensurate with the feeling of indebt ness and
cordial thanks to Mr. ASHOK ARORA and Mr. HARDEEP my major advisors at HERO CYCLES
LTD. For their enlightened, sagacious, inspirational guidance, keep supervisor, persistent,
encouragement and constructive criticism throughout my project completion with deep sense
of gratitude. I express my thanks and regard to Mr. G.D. KAPOOR, President, Marketing and
sales, HERO CYCLES LTD .My industry guide for giving me an opportunity to carry out this
Research.

I express my thanks to my Institute’s Director Mr. Coacher and member of faculty for giving
me a hand to carry out Research project at HERO CYCLES. My thanks and regard to my family,
friends for their class association, invaluable support and encouragement to take an this
stupendous task.

I am highly privileged to thanks all the respondents and the Entire team of HERO CYCLES who
have directly or indirectly related helped me by being cooperative and sparing a few
moments from there busy schedule without their help this project would not have been
proven meaning full.

3
 To study the scope of Improvement of relationship of dealer’s with the company.

 To study different factors affecting the satisfaction level of the dealer’s.

 To study what facilities dealer’s wanted from company.

 To study if the dealer’s are satisfied with the services provided by the company.

 To study their wish to continue dealing with company in future.

4
 TO WHOM IT MAY CONCERN

This is certified to bring to your kind notice that Mr. AMANDEEP of D.A.V. Instruction of
Technology, Kabir Nagar, Jalandhar has undergone Summer Training with us for the Period of
6-8 weeks. We are satisfied with his Performance and wish his Luck for his Future.

Mr. G.D. KAPOOR

PRESIDENT (Marketing)

HERO CYCLES LTD.

LUDHIANA

5
The Project Report is drawn on the basis of dealers Relationship with the company. The main
Purpose of this report is to analysis the scope of improvement of relationship of dealers with
the company. The Research also makes us clear that are the improvement are as enhance the
relationship.

The Research also tells us different affecting the satisfaction level of the dealers.

The research also depicts that what are the facilities dealers want from the company and
along with it the facilities that company should provide them so that dealers continue their
dealings with company for future also.

6
HERO-There is always a better way

7
Hero", the brand name symbolizing the steely ambition of the Munjal brothers, came into being
in the year 1956. From a modest manufacturer of bicycle components in the early 1940's to the
world's largest bicycle manufacturer today, the odyssey was fueled by one vision - to build long-
lasting relationships with everyone, including workers, dealers and vendors. This philosophy has
paid rich dividends through the years.

Hero, a name synonymous with two wheelers in India is today a multi-unit, multi-product,

geographically diversified Group of companies. Through fully integrated operations, the Munjals
roll their own steel, make critical components such as free wheels for their bicycles, and have the
foresight to simultaneously diversify into myriad ventures, like product designing, IT enabled
services, finance and insurance, just to name a few.

Like every success story, Hero's saga contains an element of spirit and enterprise; of
achievement through grit and determination, coupled with vision and meticulous planning.
Throughout its success trail, the Hero Group and its members have displayed unwavering
passion of setting higher standards for themselves and delivering simply the best to their
customers.

The Hero Group philosophy is: "To provide excellent transportation to the common man at
easily affordable prices and to provide total satisfaction in all its spheres of activity." Thus
apart from being customer-centric, the Hero Group also provides its employees with a fine
quality of life and its business associates with a total sense of belonging.

"Engineering Satisfaction" is the prime motive of the Hero Group and it has become a way of
life and a part of the work culture of the Group. This is what drives the Group to seek newer
vistas, adopt faster technology and create quality driven products to the utmost satisfaction of
customers, partners, dealers and vendors.

Today the Hero Group has a number of accolades and achievements to its credit … yet consumer
requirements and newer technologies provide fresh challenges every day, and at Hero the wheels
of progress continue to turn...

8
 Vision
"We, at the Hero Group are continuously striving for synergy between technology, systems and
human resources to provide products and services that meet the quality, performance, and price
aspirations of the customers. While doing so, we maintain the highest standards of ethics and
societal responsibilities, constantly innovate products and processes, and develop teams that
keeps the momentum going to take the group to excellence in everything we do."

Mission
"It’s our mission to strive for synergy between technology, systems and human resources, to
produce products and services that meet the quality, performance and price aspirations of our
customers. While doing so, we maintain the highest standards of ethics and societal
responsibilities.

Values
Customer Focus: We believe in walking the extra mile in delivering quality to meet the customers'
expectations, both expressed and implied. We do this for both external and internal customers.

Innovation and Agility: We continuously seek ways to improve our services and processes, anticipating
changes and responding proactively.

Individual Dignity and Team Work: We treat people with dignity, care for our colleagues,
collaborate without boundaries and contribute wherever we can.

Ethics and Integrity: We are fair in our dealings, respect the law of the land and follow the highest level
of intellectual, moral, financial and professional conduct.

9
 HISTORY
Hero Cycles is a product of this philosophy. The philosophy that instills commitment, team work and
foresight. Hero’s colossal journey started before independence. The four Munjal brothers, hailing from a
small town called Kamalia, now in Pakistan, are the men who are behind the mission. Brotherhood
apart, what knit the men together was the wealth of will, integrity, ambition & determination. In the
year 1944, they decided to start a business of bicycle spare parts in Amritsar. Its is modest beginning and
the next 3 years saw the business grow rapidly.

But the dark clouds of partition eclipsed their plans of the future. With renewed vigour and optimism,
the operational base was shifted to Ludhiana. By 1956, the brothers had began manufacturing key
components of bicycles and as a logical way forward, began to assemble the entire cycle at their
manufacturing plant in Ludhiana. In the early days, the plant had a capacity for 25 cycles per day.

Over the next few years, the Bicycle Unit started growing in stature and size, attracting skilled
engineers, technocrats, administrators and entrepreneurs. From a modest beginning of mere 639
bicycles in the year 1956, Hero Cycles products over 18500 cycles a day today, the highest in global
reckoning. With the 48% share of the Indian market, this volume has catapulted Hero in the ‘Guinness
Books of World Records’ in 1986 and edge over global players is being maintained since then.

A tiny acorn has now become a mighty Oak. From cycle to two - wheelers was a natural step, and the
Hero Group came into being. The Hero Group, today, is a vast conglomerate of companies, either in the
form of collaborations, joint ventures or fully owned subsidiaries, with more than Rs. 10000 Crore
turnover annually. Hero Group, besides being the world’s largest manufacturers of bicycles, motorcycles
and chains to this date, has diversified into newer segments like Information Technology, IT Enabled
Services and Financial Services.

10
 SWOT ANALYSIS OF BICYCLES INDUSTRY

STRENGTHS:
 The capital input was increased generally to strengthen the technical transformation
of enterprises, I.e., TECHNOLOGICAL UPGRADATION.

 Quality up gradation.

 Companies are setting up their own R&D.

 Intensive production bases were built up by strong player’s alliances.

WEAKNESS:
 Not able to attract large number of customers.

 Desire to buy other vehicles like cars etc.

OPPORTUNITY:
 In India Department of industrial policy and promotion is responsible for formulation
and implementation of development measures for growth of bicycle industry sector.

 Companies are entering into joint ventures with other foreign companies.

THREATS:
 Steel prices are increasing day by day.

 Lack of road infrastructure such as bicycles lanes availability.

 Reluctance among the bicycles dealers to invest in upgrading of retail outlets to better
buying Experience.

11
 THE HERO GROUP

The Hero Group has done business differently right from the inception and that is what has
helped us to achieve break-through in whatever product category we have ventured in. The
Group's low key, but focussed, style of management has earned the plaudits amidst investors,
employees, vendors and dealers, as also worldwide recognition.

The growth of the Group through the years has been influenced by the number of factors:

The Hero Group through the Hero Cycles Division was the first to introduce the concept of just-
in-time inventory. The Group boasts of superb operational efficiencies. Every assembly line
worker operates two machines simultaneously to save time and improve productivity. The fact
that most of the machines are either developed or fabricated in-house, has resulted in low
inventory levels.

In Hero Cycles Limited, the just-in-time inventory principle has been working since the
beginning of production in the unit and is functional even till date. The vendors bring in the raw
material and by the end of the day the finished product is rolled out of the factory. This is the
Japanese style of production and in India, Hero is the first company to have mastered the art of
the just-in-time inventory principle.

12
 THE BEGINNING

We look over our shoulders, we see the past. We use it to make a better present and a
beautiful tomorrow, as tomorrow isn’t just another day, it’s another chance for us to better
ourselves and to excel.

Hero Cycles is a product of this philosophy. The philosophy that instills commitment, team
work and foresight. Hero’s colossal journey started before independence. The four Munjal
brothers, hailing form a small town called kamala, now in Pakistan, are the men who are
behind the mission. Brotherhood apart, what knit the men together was the wealth of will,
integrity, ambition & determination. In the year 1944, they decided to start a business of
bicycle spare parts in Amritsar. It is modest beginning and the next 3 year s sew the business
grow rapidly. But the dark clouds of partition eclipsed their plans of the future. With renewed
vigor and optimism, the operational base was shifted to Ludhiana. By 1956, the brothers had
began to manufacturing key components of bicycle and as a logical way forward, began to
assemble the entire cycle at their manufacturing plant in Ludhiana. In the early days, the
plant had a capacity for 25 cycles per day. Over the next few years, the Bicycle unit started
growing in stature and size, attracting skilled engineers, technocrats, administrators and
entrepreneurs. From a modest beginning of mere 639 bicycles in the year 1956, Hero cycles
products over 18500 cycles a day today, the highest in global reckoning. With the 48% share
of the India Market, this volume has catapulted Hero in the ‘Guinness Book of world Records’
in edge over global players is being maintained since then.

A tiny acorn has now become a mighty oak. From cycle to two-wheelers were a natural step,
and the Hero Group come into being. The Hero Group, today, is a vast conglomerate of
companies, either in the form of collaboration, joint vendors or fully owned subsidiaries, with
more than Rs. 10000Crore turnover annually. Hero Group, besides being the world’s largest
manufacturers of bicycle, motorcycles and chains to this date, has diversified into newer
segments like information Technology, IT Enabled and Financial Services.

13
Hero Group Companies
Hero Group ranks amongst the Top 10 Indian Business Houses comprising 18 companies, with
an estimated turnover of US$1.8 billion during the fiscal year 2003-2004.

14
 Hero Cycles Limited

Hero Honda Motors Limited

Hero Cold Rolling Division

Hero Motors Limited

Hero Exports

LO GO

Majestic Auto Limited

Rockman Cycle Industries

LOG O

Highway Cycle Industries

LOG O

Sunbeam Auto Limited

LOGO

Munjal Auto Industries Limited

Munjal Showa Limited

Munjal Castings

Munjal Auto Components

15

Hero Global Design

 National Mainstream
Hero Group's humane approach is manifested in all aspects of commercial production.The Group
undertakes various projects and activities of socio-humanitarian nature to contribute to the National
Mainstream. Group Companies, Hero Cycles Limited and Hero Honda Motors Limited have been
pioneers within the Group, in undertaking socially productive work of myriad nature.

Building Relationships

At Hero, it’s always believed that there is much more to life than just business. As a company with a heart,
it has certain commitments towards its employees, the society and the nation. Though growing incomes,
changing life styles and availability of cheap customer finance has changed the market scenario enormously,
Hero believes that cycles

can still be the driving force of the rural economy. By introducing the loan facilities under ‘Hero Cycle Loan
Yojana’ through Corporation Bank and Oriental Bank of Commerce, Hero Cycles has enabled low income
customers to purchase cycles on easy terms.

Commitment to its employees is just as important as commitment to the society. All efforts are taken to
make sure that employees are provided the best working conditions as work culture at Hero revolves around
the philosophy-if there’s one way to work, it’s with the heart.

At Hero Cycles, there is a strong affinity towards building the relationships with employees, workers,
vendors and dealers.

Job security, growth opportunity and respect are the unspoken, yet understood components of every man’s
package who chooses to work within the fold of Hero family.

It is quite common to find two generations of the same family working together in the company, or the
workers sharing their skills with other family members and passing on finest training to each other. It goes
without saying that people at Hero are its largest investment and easily the largest asset.

At customer front too, Hero’s perception of customer relationship management (CRM) does not end with
merely meeting their expectations and aspirations or by ensuring complete customer delight by overnight
turnaround of customer complaints, but it goes several steps beyond that horizon.

The company believes in delivering value to the customers even before they feel the need. This has helped
Hero Cycles develop immense brand loyalty and customer satisfaction. Like a true Super Brand, Hero has
been able to attract the respect and awe of not only its users, but also those who are directly or indirectly
exposed to it.

16
 Social Responsibilities

In this way, the company has fulfilled its social obligation. Charged with their mission
nationalistic fervor, the Hero Group has always been actively involved in Social and

Medicare activities, such as providing medical facilities for the under privileged, Hospitals,
Heart Research Foundation and Mobile Medical Vans. Hero also runs schools and colleges,
maintains parks and public facilities.

17
 The Achievements
The Group and its management have acquired a number of accolades and achievements over the
years:

Hero Group Management style has been acclaimed internationally by World Bank and BBC,
UK. Hero Group is discussed as a case study at London Business School, UK and INSEAD,
France. World Bank has acclaimed Hero Cycles as a role model in vendor development based on
a world-wide study. The London Business School, UK, has done a case study on the Group as
model of entrepreneurship.

Boston Consulting Group has ranked Hero Group as one of the top ten Business Houses on
Economic value, in India.

HSBC-Merril Lynch has estimated Hero Group to be amongst the top value creators in the five
years 2001-05.

The Hero Group is recognized as a long term partner and an ideal employer:

-- Hero Group's partnership with Honda Motors, Japan is over 26 years old

-- Hero Group's Partnership with Showa Manufacturing Corporation, Japan is over 18 years old.

Group Chairman, Mr Brijmohan Lall Munjal received the coveted "Ernst & Young Entrepreneur
of the Year" award for 2001.

Hero Cycles was ranked 3rd amongst top Indian companies Review 2000 - Asia's leading
companies award (2003) by Far Eastern Economic Review.

Hero Cycles is the World's largest manufacturer of Bicycles with annual sales volume of over 4.8
million cycles.

Hero Cycles Limited is a Guinness Book Record holder since 1986 as the world's largest
manufacturer of bicycles, with annual sales volume of 5.2 million bicycles in FY 2004.

Engineering Exports Promotion Council has awarded Hero Cycles with the Best Exporter Award for the last
28 years in succession

18
 HERO : The Super Brand

By definition, a Super brand offers consumers significant emotional and physical advantages
over its competitors, which consciously or subconsciously consumers want, recognize and are
willing to pay a premium for. A Super brand cannot be substituted. It is part of our life. It has
become one with us.

In the morning, we want a familiar flavour of tea, brush with a familiar toothbrush, using a
familiar taste of toothpaste. The soap we use has a familiar smell. The shaving cream and the
shaving razor are familiar and so is the tang of the aftershave. And so through the day, we reach
out for familiars.

In a departmental store, we go to familiar sections and shop for familiar brands. When a new
one appears in the racks, we stop and look at it suspiciously. Often, we postpone the decision
to try a new for another day, another time. When a brand embeds itself into our lives and we
are willing to go to next shop, to look for it, we are no longer looking for a brand. We are
searching for a Super brand.

What makes a Super brand? Own the years, the Indian market place has been witness to the
emergence of a wide variety of Super brands. Many have followed the ‘Standard rules’ of
becoming a Super brand : great product energy to exploit the market, relevance to consumer
needs of wants, edge in business technology, superb distribution and superbly chain and
consistent quality. It is a leap from branding to brand leadership.

Considered as " Oscars of Branding ", in 25 countries of the World, the Super Brands in India
were bought by the finest marketing guru of all times Late Shunu Sen and the unbiased rating
agency ‘Super Brands India’ is now headed by Mr. Anmol Dar and includes the most powerful
brains in the world of marketing and advertising in India - Mr. Dilip Sehgal, Mr. KMS Ahluwalia,
Mr. Mike Khanna, Mr. Nabankur Gupta, Mr. Piyush Pandey, Mr. Raghav Bahl, Mr. Sunil K Alagh,
Mrs. Tara Sinha and Mr. Yogi C Deveshwar, besides others.

Globally, a select few, exceptionally powerful brands, are recognized as Super Brands. Some of
the Indian brands have made it into this unique hall of fame, and amongst that coveted group
features Hero Cycles.

Super Brands are actually the big ideas which provoke us to explore the realms of our dreams
and inspire us to live satisfying life styles. Anchored in omnipotent consumer insights, the super

19
 brands go beyond mere functional promises as they trigger deeply embedded emotional
chords.

Hero Cycles has been one of the most progressive and dynamic brands for the decades now.
More than 3200 dealers, 4800 employees and more than 9.6 Crore satisfied customers, have
directly or indirectly, endeavoured tirelessly to make Hero Cycles a phenomenal success and
are the true guardians of this brand.

Ambitions, belief, empathy and a strong culture of sensitivity are at the heart of Hero Cycles
brand. Each of these values is reflected in the company’s products, its communication and its
dealings with suppliers, employees, dealers and customers.

Be it company’s environment friendly manufacturing processes or the brand initiatives for the
lower income customers, leadership is all about capturing the hearts & minds of the people-
the way a true Hero always does.

Quality : The Driving Force

At Hero Cycles, quality is a tradition, be it in the form of well trained labour,
technically superb machines or world class quality. The conformance to quality at
Hero begins on shop floor, with every worker ensuring at each stage
manufacturing, that only perfect product passes through his hands.

Hero’s production department too believes in following the zero-defect approach

and continuous upgradation of its manufacturing systems. The marketing and
operations teams are also constantly creating new and effective strategies using
modern management techniques.

And finally, every Hero cycle goes through a series of rigorous quality checks before
it leaves the factory. No wonder, Hero is in proud possession of ISO-9001, ISO-
9002 & BVQI certifications and also ISO 14001, environmental compliance
endorsement from the Ministry of Environment.

Constant quality upgradation ensures that the company stays in the global
mainstream and maintains its edge, through excellence. A technology tie-up with
National Bicycle Industries of Japan led to the launch of the ‘World 1’ series of
cycles, besides introduction of new frame designing and features like- A-frame, D-
frame, Y-frame, Swan shaped frame, speedometers & indicators among others.

20
 Global Gearing
Heroes moving the Globe

Today Hero Cycles is one of the handful companies in India which can boast of the
global scale of operations, not just in size or superior technology, but also its
innovative marketing strategies. True to its leadership stature, Hero has not only
achieved a volume of production that can be matched by no other cycle
manufacturer in the world, but has also started exporting bicycles to countries like
US, Germany and Japan, which is a manifestation of Hero’s quality and marketing
capability.

Hero’s forays into the overseas markets pioneered the Indian export in bicycle
segment as early as 1963. While initial exports were restricted to the Africa and the
Middle-East, today more than 50% bicycle exports meet the demands of
sophisticated markets in Europe and America. Indeed, to dare to explode from a
small town of Ludhiana to world’s best and household name in 89 countries, it has
Herculean task by any standards.

This Super Brand has still a long way to go but there is no hurdle too big and no
accomplishment permanent as this super brand thrives on the philosophy that
Heroes in the market-place are the ones, who forge strong relationship by being
relevant, constant and persistent, ...the True Heroes - in spirit and in form.

21
 Hero Group - Marketing Strategy
A thorough understanding of the fast-changing consumer behaviour, new market segments and
product opportunities along with sensitivity to changing customer needs, form the core of Hero's
marketing strategy and philosophy.

At Hero we essentially have a completely customer-driven approach. A nation-wide dealer

network comprising of over 3,500 bicycle dealers, 350 dealers for mopeds and 225 franchise
holders for motorcycles, ensures convenient access to the Group's products across the country.

With a deep sense of belonging to the Hero fraternity, the Group's dealer network has catalysed
growth and acted as a strong bridge between the customers and the Group.

Conventionally, very few Indian bicycle manufacturers were interested in exports. However, the
Hero Group's foray into the overseas markets pioneered Indian exports in the bicycle segment as
early as 1963. It was a move prompted primarily by the need to be attuned to the global
marketplace.

While initial exports were restricted to Africa and the Middle East, today more than 50 percent
of the Group's bicycle exports meet the demands of sophisticated markets in Europe and
America. This is primarily because of appropriate product development and excellent quality that
Hero offers.

The Group has undertaken a steady upgradation of technologies and there has been
diversifications and setting up of newer establishments to meet stringent international standards.

At the core of it all is a customer-centric scheme of policies and production ... and the bottom
line is to "Add Value while Engineering Satisfaction."

22
 The Driving Force - Chairman
Dr.Brijmohan Lall Munjal, patriarch of the US$ 3.19 billion Hero Group was born in 1923, in
what is now Pakistan. After partition, the Munjal brothers started a small business of
manufacturing bicycle components in Ludhiana in North India in the face of the bottlenecks of
industrial infrastructure and investments. Dr Lall led a small time manufacturer of 60 cycles a
day to become a manufacturing giant, which churns out not only over 17,000 cycles per day but
is also diversified into various domains. Undoubtedly, Dr.Lall is a first generation business
entrepreneur of the 1950s'.

Dr.Lall has enriched the Hero Group with his vision of sound business governance and value
driven management practices. His foresight has made the Hero Group a leader in its business. Dr
Brijmohan Lall is a role model for Indian Industry in corporate governance and ethical and
value-driven management practices. His principle-based leadership has led the Group companies
to receive the best industrial governance and safety awards and acquire stringent value
certifications.

Dr.Lall was amongst the first Indian industrialists to effectively implement backward integration
and he is acknowledged as the trend setter in the area. Apart from the promotion of the Indian
industry, he is the actively involved in many national associations such as CII, SIAM,
ASSOCHAM and PHD and is a member of the Regional Board of the Reserve Bank of India. He
is Honorary Fellow of the Indian Institute of Industrial Engineering.

Dr.Lall has received various accolades and awards for his immense contribution to the Indian
industry. He was adjudged Businessman of the Year in 1994 by a leading business magazine -
Business India.

In 1995, Dr.Lall received the National Award for outstanding contribution to the
Development of Indian Small Scale Industry. (NSIC award - presented by the President of
India)

In 1999, the Business Baron recognized him as the "Most Admired CEO."

The PHD Chamber of Commerce and Industry presented him with the Distinguished
Entrepreneurship Award in 1997, in recognition of his outstanding exemplary
entrepreneurship.

Xavier Labour Relations Institute (XLRI), a premier institution has conferred on him the honor
of Sir Jehangir Ghandy Medal for Industrial Peace in 2000.

Ernst and Young has recognized him as the "Entrepreneur of the year 2001."

All India Management Association conferred him with the Lifetime Achievement award for
"Managment"(2003)

23
Banaras Hindu University, Varanasi one of the most prestigious Universities of India conferred
him with a Doctrate; degree of " Doctors of letters" Honoris Causa in October 2004

The Government Of India honoured him with the prestigious " Padma Bhushan"in March
2005 for his contribution to Trade and Industry

Dr.Lall has made an unfailing commitment of his time, energy and resources to strive for the
upliftment of the communities and villages around the Group's manufacturing units. He has
encouraged the setting up of numerous medical, educational and infrastructure facilities.
Amongst his notable contributions to his adoptive city, Ludhiana, are the Ludhiana Stock
Exchange, the Ludhiana Aviation Club - of which he is still the president - and the Dayanand
Medical College and Hospital.

24
 Global Gearing - Alliances

Over the years, Hero Group has strengthened its joint ventures, forged profitable relationships
with its partners and allied itself with some of the best players in the market. Technology
assimilation through wide sourcing has been and will continue to be an integral part of the
progression of the Hero Group.

Technology Related Partnerships/ Alliances and Joint Ventures

 Munjal Auto Industries Limited has a joint venture with the State-owned Gujarat
Industrial Investment Corporation, to cater to the needs of the overseas market.

 Hero Cycles CR Division was set up in consultation with MECON, Asia's largest
engineering consultants and in Technical Collaboration with Wean United, USA.

 Hero Cycles Cold Rolling Division has also entered into a technical collaboration with
Kawasaki Steel Corporation, Japan for the improvement of production yield,
elimination of defects, reduction of customer returns and enhancement of maintenance
operations against certain predetermined targets.

25
Global Gearing > Exports

HERO CYCLES

HERO HONDA MOTORS

HERO MOTORS

HERO CORPORATE SERVICE LIMITED

(Hero Mindmine, Munjal eSystems, NsurePlus)

HERO MANAGMENT SERVICE LIMITED(HERO ITES)

MUNJAL SHOWA LIMITED

26
As early as in the 1960s' very few Indian bicycle manufacturers were interested in exports.
However, the Hero Group's foray into the overseas markets in 1963 pioneered Indian exports in
the bicycle segment. It was a move prompted essentially by the need to remain attuned to the
global marketplace.

While initial exports were restricted to Africa and the Middle East, today more than 50 percent
of the exports from Hero Cycles Limited meet the demands of sophisticated markets in Europe
and America. This is primarily because of appropriate product development and excellent quality
that Hero offers.

The Group has been continuously upgrading technology and has set up special units - like
Gujarat Cycles Limited (now Munjal Auto Industries Limited), to meet international quality
standards. Munjal Auto Industries Limited has state-of-the-art equipments imported from
Europe and Taiwan. The unit is designed to match international standards and is an Export
Oriented Unit (EOU). Its products are supplied to the International Markets of developed
countries like United Kingdom, Germany, France etc.

The Group's exports have gone beyond cycles and their components. The success of the Hero
Majestic moped did not remain confined to Indian shores. Finding enthusiastic buyers across the
world, it became the largest exported moped from India.

Hero Puch is perhaps the first Indian two-wheeler to be homologated abroad (in Spain) and has
assembly plants in Mauritius and Egypt. Today Hero Puch mini-motorcycles can also be seen in
Paraguay, Mexico, Argentina, Turkey and Holland.

Group Company, Munjal Showa Limited is one of the largest suppliers of shock absorbers to
major auto giants in Japan, United States and the United Kingdom, amongst other developed
markets.

In 1993 Hero Exports was established as the International Trading Division for Group and non-
Group products. The Government of India recognizes Hero Exports as a Trading House.

And the latest diversification for the Group in the export market is in the area of Software
exports and providing Business Processing and Contact Center Services through Hero Corporate
Service limited. The company exports services to many Fortune 1000 corporations in the
USA ,UK and Australia and has offices in UK & USA to manage client relationships.

27
 Quality
Quality at Hero is attained not just by modern plants and equipment and through latest
technology, but by enforcing a strict discipline. At the Group factories, attaining quality
standards is an everyday practice - a strictly pursued discipline. It comes from an amalgamation
of the latest technology with deep-rooted experience derived from nearly four decades of hard
labour.

It is an attitude that masters the challenge of growth and change - change in consumers'
perceptions about products and new aspirations arising from a new generation of buyers.
Conformance to quality at Hero begins on the shop floor. Every worker ensures at each stage of
manufacturing that any of the faulty products are not allowed to go through further
manufacturing and distribution cycles.

Today quality is ensured from steel processing to the finished product. Each component goes
through numerous tests at the stages of design, raw material procurement and, of course, during
the manufacturing process.

Constant technology up gradation ensures that the Group stays in the global mainstream and
maintains its competitive edge. With each of its foreign collaborations, the Group goes onto
strengthen its quality measures as per the book. The Group also employs the services of
independent experts from around the world to assist in new design and production processes.

Nevertheless, in this race to acquire the most modern techniques and technologies and to
collaborate with the most advanced players in the market, the core competence continues to be
derived from the Group's philosophy - "To Engineer Satisfaction."

28
 Voluntary Welfare Activities at Hero Cycles
Apart from statuary welfare measures there are certain voluntary welfare amenities and services
provided to the employees of the Hero Cycles such as-

Education Facilities

Education Facilities plays a vital role in motivating and enabling the working population for
changes necessary for accelerated progress and for their mental and physical development.
Improvement in the quality of the industrial work force demands accelerated economic
development for which education of the workers, their families and children is very essential. So
Hero Cycles have opened two schools to provide education to the children of their employees
and also as part of their social responsibility.

Medical Facilities

The management of Hero Cycles provides medical facilities for their workers and their families
even before the introduction of E.S.I scheme. Besides general medical treatment and health care,
separate arrangements for specialist treatment like T.B, cancer and mental disease have also been
made. The organization has also tied up with hospitals like D.M.C. and C.M.C, Apollo, Hero
Heart etc. to take care of the health of the employees.

Recreational facilities

Recreational activities have an important bearing on the individual personality. In Indian

organizations these facilities have been provided in more than one way, statutorily, voluntarily
and also by different social welfare agencies, it also helps in creating the healthy working
environment in industrial peace and progress. So, annual day is being celebrated every year in
the factory to enhance the motivation level of the workers.

Housing Facilities

Hero also provides housing facilities to their employees at executive level. The employees who
are provided accommodation are paid rent allowance at some of the places.

Consumer Co-operative Societies

The institution of co-operative stores, fair price shops have a definite role to play in providing
workers with essential item of the need. It protects the workers from vagaries of the market and
the middleman and from rising prices and adulteration of the food products. Hero fair price shop
is maintained by the organization for its workers.

29
Healthcare

Raman Munjal Memorial Hospital is a 100-bed hospital with a well-equipped laboratory, a fully
functional operation theatre, an out patient department as well as a casualty section.

A fully equipped mobile clinic provides comprehensive health care to the rural masses in
Dharuhera.

The medical centre on the factory premises of the Group Companies is open for the sub-urban
and rural communities of the surrounding areas. The medical centre is also equipped to provide
First Aid and ambulance facility for road accident victims.

Other efforts, under the auspices of Hero Cycles Limited include:

Eye Camps: With over 15,000 patients examined and about 1700 cataract operations performed
so far, these Eye Camps have also aided patients with free accommodation, food and medicines.

Family Planning Camps: Held since 1993 at the Civil Hospital, Rewari and Bawal, these camps
offer monetary incentives to the masses to adopt family planning measures.

Blood Donations Camps: These camps are being organized on a regular basis since 1992. 464
units have been donated to Indian Red Cross Society in the last camps.

ENT Check up Camps: Conducted by specialists from AIIMS, these camps have been
organized since November 1997

Heart Check-up Camps: Since July 1988, free camps are being organized in collaboration with
Escorts Heart Institute and Research Centre, where specialized diagnosis methods like
Echocardiography and ECG are used.

Rehabilitation Camps: Conducted with the assistance of the District Rehabilitation Centre, Red
Cross Society, Rewari, these camps help physically challenged villagers to rehabilitate and re-
employ themselves. Many patients have found a new lease of life on account of the physical aids
given to them.

30
 4.5 Statutory Safety Provisions at Hero Cycles
Limited
Fencing of Machinery
In Hero Cycles Limited the following, has been done properly-
 Every part of an electric generator, a motor or rotary converter
 Every part of transmission machinery
 Every dangerous part of any other machinery

Employment of young persons on dangerous machines

No young person is allowed to work at machine to which unless he has been fully instructed as to the
dangers arising in connection with machine and the precautions to be observed and has received
sufficient training in work at the machine, or under adequate supervision by a person who has a
thorough knowledge and experience of the machine.

Self-acting machines
No traversing part of a self acting machine in hero cycles and no material carried are allowed if the space
over which any person is liable to pass, whether in the course of his employment or otherwise, be
allowed to run on its outwards or inward traverse within form any fixed structure which is not part of a
machine.

Hoists and Lifts

In Hero Cycles every hoist and lift ifs of good mechanical construction, sound material and adequate
strength, properly maintained, and is thoroughly examined by a competent person at least once in every
six months, and a maintained containing the prescribed particulars of every such examination.

Lifting Machine, Chains, Ropes and Lifting Tackles

In Hero Cycles Limited the following provisions is compiled within respect of every lifting machine and
every chain, ropes and lifting tackles for the purpose of raising or lowering person, goods, material all
parts including the working gear, whether fixed or moveable of every lifting machine and every chain,
rope or lifting tackles are in;
a) of good construction, sound material and adequate strength and free from defects
b) Properly maintained

Pressure Plant
a) At Hero Cycles any plant or machinery or any part thereof is operated at a pressure above
atmospheric pressure, effective measures are taken to ensure that the safe working pressure of
such plant or machinery is not exceeded.
b) The Sate Government Has made rules providing for the examination and testing of any plant and
machinery which are being followed by the Hero Cycles. The testing is done in every six months.

Floors, Stairs and Activities at means of access

31
In Hero Cycles Limited all Floor, steps, stairs, passages and gangways are of sound construction and
properly maintained and where it is necessary safety, steps and stairs passages are properly provided
with substantial handrails.

Excessive weights
No person employed in factory is allowed to lift carry or move any load so heavy as to be likely to cause
him injury.

Protection of Eyes
In respect of any such manufacturing process carried on in factory effective screens or suitable goggles,
helmets are provided for the protection of persons employed.

Precautions against dangerous fumes, gases etc.

No person is required or allowed to enter any chamber, tank, vat, pit, pipe or other confined space in
factory in which any gas fume, vapors or dust is likely to be present to such an extent as to involve risk
to person being overcome thereby, unless it is provided with a manhole off adequate size or other
effective means.

Explosive or inflammable dust or gas etc.

In factory, any manufacturing process which produces dust, gas, fume or vapors of such character and to
such extent as to be likely to explode to ignition, all practicable measures are taken to prevent any such
explosion by-
a. Effective enclosure of the plant or machinery used in the process.
b. Removal or prevention of the accumulation if such dust, gas, fume or vapor.
c. Exclusion or effective enclosure of all possible sources of ignition.

Precautions in case of fire

Ion factory, all practicable measures are taken to prevent outbreak of fire and spread, both internally
and externally, and to provide and maintain, safe means of escape for all persons in the event of a fire,
and the necessary equipment and facilities for extinguishing fire.
Effective measures are taken to endure that all the workers are familiar with the means of escape in
case of fire and have been adequately trained in the routine to be followed in such cases.

32
 Maintenance of buildings
Proper maintenance of building done from time to time so that in any condition to lead to conditions
detrimental and welfare of the workers, dose not arises.

AN INTRODUCTION OF WELFARE MEASURES

DEFINITION
The oxford Dictionary defines labour welfare as effort to make life worth living for workers the
voluntary efforts of the employers to establish with in the existing industrial system, working and
sometimes living and culture conditions of employees beyond what is required by law and customs of
the industry and conditions of the market.

Welfare works covers all the efforts which employers make for benefit of their employees over
and above the minimum standards of working conditions fixed by the factories Act and over and above
the provisions of social legislators providing against old age, unemployment and sickness.

4.1 WELFARE
Sections 42 to 50 of the act, which deal with the facilities for the welfare of the workman in a factory,
are as follows:

 Washing Facilities(Section 42)

In every factory:-
 Adequate and suitable facilities for washing shall be provided and maintained for the use of the
workers therein;
 Separate and adequately screened facilities shall be provide for the use male and female
workers;
 Such facilities shall be conveniently accessible and shall be kept clean.

 Facilities for storing and Drying clothes(Section 43)

The state Government may, in respect of ant factory or class or description of factories,
make rules requiring the provision therein of suitable places for keeping clothing not worn
during working hours and for the drying of wet clothing.

 Facilities for Sitting (Section 44)

In every factory suitable arrangements for sitting shall be provided and maintained for
all workers obliged to work in a standing position, in order that they may take advantage of any
opportunities for rest which may occur in a course of their week.

 First Aid Appliances (section 45)

There shall in every factory b provided and maintained so as to be readily accessible during all
working hours First –Aid boxes or cupboards equipped with the prescribed contents, and the

33
 number of such boxes or cupboards to be provided and maintained shall not be less than one for
every one hundreds and fifty workers ordinarily employed at any one time in a factory:
In every wherein more than five hundred workers are employed there shall be provided and
maintained an ambulance room of prescribed equipment and in the charge of such medical and
nursing staff as may be prescribed and those facilities shall always be available during the working
hours of the factory.

 Canteens(Section 46)
The State Government may make rules requiring that in any specified factory wherein
more than fifty workers are employed, a canteen or canteens shall be provided and maintained by
the occupier for the use of the workers.

 Shelters, Rest rooms and Lunch Room(Section 47)

In every factory wherein more than thirty women workers are employed, adequate and
suitable shelters, rest rooms and a suitable lunch room, with provision for drinking water, where
workers can eat meals brought by them, shall be provided and maintained for the use of workers.
Provided that any canteen maintained in accordance with the provisions of section 46
shall be regarded as a part of the requirements of this sub section: provided further that where a
lunch room exist no workers shall eat any food in the work room.

 Creches (Section 48)

In every factory wherein more than thirty women workers are employed there shall be
provided and maintained a suitable room for the use of children under the age of 6
years of such women.

Such rooms shall be provide adequate accommodation shall be adequately lighted and
ventilated, shall be maintained in a clean and sanitary condition and shall be under the
charge of women trained in the care of children and infants.
 Welfare Officers(section 49)
(1) In every factory wherein five hundred or more workers are ordinarily employed the
occupiers shall employ in the factory such number of welfare officers as may be prescribed.
(2) The State Govt. may prescribe the duties, qualifications and conditions of service of officers
employed.
 Power to make Rules for Welfare of Workers (Section 50)
Section 50 of employers to the State Government to make Rules;

(1) Exempting, subject to compliance with such alternatives arrangements for the
welfare of workers as may be prescribed, any factory or class of description of
factories from the compliance with any of the provision of this chapter.
(2) Requiring in any factory or class or description of factories that representatives of
the workers employed in the factory shall be associated with the management of
the welfare arrangements of the workers.

34
India's Most Admired Business Houses

Ranking Business house

1 Reliance
2 Wipro
3 Tata
4 Aditya Vikram Birla

5 Bajaj
6 Godrej
7 HERO
8 Ranbaxy
9 Bharti
10 Mahindra

COMPETITORS
35
ATLAS CYCLES, AVON, NOVA, AND TI WITH BSA AND HERCULES BRAND are the major
competitors of HERO CYCLES.
ATLAS CYCLES
ATLAS started its odyssey way back in 1951 and today it is one of the leading manufacturers
of bicycles in the world.
It has riders over 50 countries around the globe now. It has bagged ISO 900/:2000 certificate
by implementing the latest international system. And all the success is worldwide. Mr. JAI
DEV KAPUR son of late RAI BAHADUR SHRI JANKI DAS KAPUR pioneered industry in India. It is
because of persevering efforts and farsightedness that ATLAS now is one of the leading
Industries. Its name is reckoned as a producer of quality bicycles suiting the needs of the kids,
the common man and youngsters at an affordable price.
AS AN EXPORTER
It is exporting its products to nearly 40 countries.

TI CYCLES
TI CYCLES of India, one of the leading Bicycles manufact
ures in India, being a part of Murugappa Group for USD$ 2 BILLION. The company started in
1949 has been at fore front of innovations and is a pioneer in the market of cycles. TI Cycles
are the maker’s of country‘s most famous brand like HERCULES and BSA.

HERCULES the flagship brand is still young and ever shining with signifying strength and
passion.

BSA started for small areas signifying the joy for cycles and excitements go hand in hand with
BSA.

TI Cycles are the only Bicycle manufactures with 2 leading brands thriving for comfort and go
through end of the market. This is backed by a strategic outsourcing policy with a network of
2500 plus dealers with nationwide presence. It has 3 fully functioning plants across India-
Chennai-Nasik and Noida through which it serves dealers network.
TI has 7 regional offices across the country.

AS AN EXPORTER

TI is an exporters to many regions across the globe Europe, South East Asia and Africa being
part of them.

SWOT ANALYSIS OF HERO CYCLES

36
STRENGTHS:

 Upgrading technology both in domestic and exports.

 Increasing reputation in Industry.

 Its fancy segment shows significance growth due to intensive research and
introduction of new models.

 Having alliances with many of the foreign companies.

WEAKNESSES:

 People prefer for other vehicles instead of cycles.

 Mainly focused in FANCY Segment instead of STANDERD.

OPPORTUINY:

 Government is also helping in promotion their business as its R & D center is being
recognized for giving a competitive edge.

THREATS:

 Increase in steel prices.

 AVON is coming up with many models offerings.

 ATLAS is dominating in STANDARD segment.

RESEARCH METHODOLOGY
37
RESEARCH DESIGN- This is an arrangement of conditions for collecting and analysis of data in
a manner that aims to combine relevance to the research purpose with economy in
procedure. It is a conceptual structure with in which research is conducted. So, the design
used here in DESCRIPTIVE DESIGN as it is concerned with describing the characteristic of a
particular individual group as DEALERS in this case.

SAMPLE DESIGN- It is a definite plan for obtaining a sample from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the
sample. SO, THE SAMPLE DESIGN USED HERO IS NON PROBAILITY SAMPLE DESIGN which
doesn’t afford any basis or estimating the probability that each item in the population has an
equal chance of being included in sample. Under this CONVENIENCE SAMPLING IS TAKEN as
herein elements are selected for inclusion in the sample based on the ease of access, it can be
called as HAPHAZARD SAMPLING too.

TYPE OF UNIVERSE- The first stop in development any sample design is to clearly define the
set of objects, technically called the universe. HEREIN THIS STUDY UNIVERSE IS CYCLES
INDUSTRY AND AMONG THAT DEALERS OF HERO CYCLES HAVE BEEN SELECTED AS SMAPLE.

SAMPLING UNIT- Geographical areas selected as a part of study. HERO THESE ARE
LUDHIANA, GURDASPUR, AMRITSAR, JALANDHAR. AMONGST THESE SAMPLE PLAN DEALERS
OF HERO CYCLES.

SIMPLE SIZE- This refers to the number of item to be selected from the universe to constitute
a sample. SO, IN THIS STUDY ITS 40 DELERS.

RESEARCH INSTRUMENT- In this survey STRUCTURED AND UNSTRUCTURED QUESTIONNAIRE

HAVE BEEN USED REFERED AS OPEN AND CLOSE ENDED QUSTIONNAISE used for data
collection

38
Primary and Secondary Method have been used for collection data.

Where questionnaire have been used as a tool for survey in collecting data from
hero cycles dealers in different cities as a Primary Sources.

As a Secondary Sources Internet and Annual Report of the company have been
used.

39
Q:-1) FROM HOW LONG YOU ARE INTO BICYCLE BUSINESS?

40
ANS:-
ANALYSIS:-

NO OF YEAR NO OF RESPONDENTS
O-5 0
5-10 5
10-15 5
15 & ABOVE 30

BUSINESS OF BICYCLES

30

25

20

15

10

0
0-5 year 5-10 year 10-15 year 15 & Above

INTERPRETETION: - From the above analysis we can conclude that most the dealers are into
Bicycle Business from the Last 20-25 year.

Q:-2) AMONG THE FOLLOWING YOU HAVE DEALERSHIP?

41
ANS
ANALYSIS:-

COMPANY’S NO OF DEALERSHIP
A) ATLAS 30
B) AVON 10
C) HERO 40
D) TI 10
E) OTHERS 5

DEALERSHIP
40

35

30

25

20

15

10

0
ATLAS AVON HERO TI OTHERS

INTERPERTATION: -From the above data we can make that all dealers of HERO Cycles have
dealership of others brands AVON, ATLAS and TI in same relation.
Q:-3) WHAT TYPES OF BICYCLE YOU PERFER TO SALE MORE?
ANS-
ANALYSIS:-

42
 TYPES OF BICYCLES NO OF RESPONDENTS
STANDARD 10
HI-END FANCY 25
KIDS 5
TOTAL 40

SALES OF BICYCLES

25

20

15

10

0
STANDARD HI-END FANCY KIDS

INTERPRETATION: -From the above analysis we have come to conclusion that most the sales
for HI-END FANCY of 60%, STANDARD of 25% and KIDS of 15%.

Q:-4) WHAT IS YOUR PER MONTH SALES (IN UNITS)?

ANS-
ANALYSIS:-

43
 SALES PER ATLAS AVON HEROS OTHERS
MONTH (IN
UNITS)
A)0-50 2 2 4 2
B)50-100 5 5 6 4
C)100-150 8 6 10 0
D)150& 10 10 20 0
ABOVE

250 PER MONTH SALE

200

150

100

50

0
DEALERS 4 DEALERS 6 DEALERS 10 DEALERS 20

INTERPRTATION: -From the above analysis we have come to conclusion that most the sales
for HERO Cycles fall in the Ranges of 100-150,150 & above units follow by other company
ranges as 50-100 etc.
Q:-5) WHAT HELPS IN INCREASING YOUR SALES?
ANS
ANALYSIS:-

44
 TOOLS OF INCREASING SALES NO OF RESPONDENTS
A) PROMOTION 5
B) GIFTS 10
C) CASH DISCOUNTS / OFFERS 25
D) ADVEARTISEMENTS 5

SALE INCREASING

25

20

15

10

0
PROMOTION GIFTS CASH DISCOUNTS ADVERTISEMENT

INTERPRETATION: -From the above we can interpret that HERO Cycles helps in increasing
Sales of more than cash discounts and offers etc.
Q:-6) WHAT PRICE IS MOST PREFER BY THE BUYER?
ANS-
ANALYSIS:-

45
 PRICE NO OF RESPONDENT
A)500-1000 0
B)1000-1500 5
C)1500-2000 10
D)MORE THAN 2000 25

PRICE RANGE

25

20

15

10

0
1000 1500 2000 MORE THAN 2000

INTERPERTATION: -From the above its concluded that HERO Cycles dealers make out their
sales from the price ranges of cycles as Rs.1000-2500 so that buyer is most prefer more than
Rs.2000.
Q:-7) DO YOU THINK BRAND NAME OF COMPANY EFFECT THE BUYING DECISION OF
CONSOMER?
ANS-
ANALYSIS:-

46
 OPTION NO OF RESPONDENT
A) YES 40
B) NO O

EFFFECT OF BRAND NAME

40

35

30

25

20

15

10

0
YES NO

INTERPRETATION: -From the above analysis we can see that in this case all respondents have
same option for all brands that brands images method a lot in sales of Bicycles.

Q:-8) WHICH ARE THE VARIOUES BRANDS YOU ARE DEALING WITH?
ANS-
ANALYSIS:-

VARIOUES BRANDS NO OF RESPONDENT

47
 A) ATLAS 5
B) AVON 10
C) HERO -
D) TI 10
E) OTHERS 15

DEALING OF VERIOUES BRANDS

16

14

12

10

0
ATLAS AVON HERO TI OTHERS

INTERPERTATION: -From the above data we can make that all dealers of HERO Cycles have
dealing of others brands AVON, ATLAS and TI in same relation.

Q:-9) FROM WHAT COMPANY YOU ARE SATISFAED IN TERM AFTER SALE SERVICE?
ANS-
ANALYSIS:-

COMPANY’S SATISFACTION LEVEL

48
 YES NO
A) ATLAS 20 -
B) AVON 5 -
C) HEROS 38 2
D) TI 5 -
E) OTHERS 0 -

SATISFACTION LEVEL OF AFTER SALE SERVICE

40

35

30

25

20

15

10

0
YES NO

INTERPRETATION: -All dealers of HERO Cycles accepted the fact that they are satisfied with
the services offered by the company except one dealer.
Q:-10) DO YOU THINK THE LOCATION OF YOUR SHOWROOM HELPS IN SELLING BICYCLES?
ANS-

ANALYSIS:-

OPTION NO OF RESPONDENTS

49
 YES 40
NO O

LOCATION OF SHOWROOM

40

35

30

25

20

15

10

0
YES NO

INTERPRETATION:-All 40 dealers of hero Cycles in various cities feel that location of

showroom very helps in the sales of Bicycles.

Q:-11) AFTER PLACING AN ORDER WITH COMPANY DO YOU RECEIVE SUPPLIES IN TIME?
ANS-
ANALYSIS:-

OPTION NO OF RESPONDENTS
YES 40

50
 NO 0

SUPPLIES IN TIME

40

35

30

25

20

15

10

0
YES NO

INTERPRTATION:-All dealers unfarmed that they all received their supplies in time after
placing order.
Q:-12) WHICH COMPANY OFFERS YOU A BETTER PACKAGE IN RELATION TO CREDIT
PURCHASES, DISCOUNTS, ETC?
ANS-
ANALYSIS:-

COMPANY’S NO OF RESPONDENTS
A) ATLAS 25

51
 B) AVON 10
C) HEROS 35
D) TI 5
E) OTHERS 5

COMPANY'S OFFERS

35

30

25

20

15

10

0
ATLAS AVON HEROS TI OTHERS

INTERPRTETION: -The best company that offers a batter package in relation of credit
purchases, discounts is HERO Cycles.
Q:-13) AMONG THE FOLLOWING WHICH COMPANY IS MORE RESPONSIVE TO YOUR
COMPLAINTS?
ANS –
ANALYSIS:-

COMPANY’S NO OF RESPONDENTS
A) ATLAS 15

52
 B) AVON 10
C) HEROS 38
D) TI 5
E) OTHERS 0

RESPONSIVE OF COMPLIANTS

40

35

30

25

20

15

10

0
ATLAS AVON HEROS TI OTHERS

INTERPRTATION: -The best company of that is more responsive towards dealer complaints is
HERO Cycles.
Q:-14) HOW OFTEN COMPANY’S EXECUTIVES VISIT YOUR SHOWROOM?
ANS-
ANALYSIS:-

DURATION ATLAS AVON HEROS TI OTHERS

A)ONCE IN A _ _ _ _ _
WEEK
B)A MONTH YES _ YES _ _

53
 C)2-3DAY’S IN A _ _ YES _ _
MONTH
D)4 DAY’S IN A _ _ _ _ _
MONTH

HERO COMPANY EXECUTIVES VISIT IN SHOWROOM

45

40

35

30

25

20

15

10

0
ONEC IN A WEEK A MONTH 2-3 DAY'S IN A MONTH 4 DAY'S IN A MONTH

INTERPRETATION: -All dealers of HERO Cycles informed that company Executives visits them
monthly once or twice.

Q:-15) WHICH MODE ENHANCES YOUR SALES MOSTLY (MORE THEN)?

ANS-
ANALYSIS:-

MODE ATLAS AVON HEROS TI OHTERS TOTLE

A)FREEACCESSORIE 5 5 20 5 5 40
S
B)EXTENDED GIFTS 5 5 15 5 10 40

54
 C)PRICE OFFERS 5 5 25 0 5 40
D)HEAVY ADDS 10 5 25 0 0 40

HERO CYCLES GIVEN MODE ENHANCES

25

20

15

10

0
FREE ACCESSORIES EXTENDED GIFTS PRICE OFFERS HEAVY ADDS

INTERPRETATION: -From the above we can interpret that HEERO Cycles sales enhances by the
entire given mode be it free gifts, price and offers etc.
Q:-16) WHAT ARE MOSTLY PREFERRED FEATURES BY CUSTOMERS FOR THE PURCHASE OF
BICYCLE?
ANS-
ANALYSIS:-

FEATURES ATLAS AVON HEROS TI OHTERS

A)PRICE 5 5 20 5 5
B)QUALITY 10 5 25 0 0

55
 C)BRAND 10 5 20 5 0
IMAGE
D)AFTER SALES 5 5 10 0 0
SERVICE

FEATURES OF BICYCLES

25

20

15

10

0
A) PRICE B) QUALITY C) BRAND IMAGE D) AFTER SALES SERVICE

INTERPRETATION: -From the above analysis we can conclude that most preferred features for
the purchase of Bicycles of costumer is price, quality and brand image of company.

Q:-17) IN WHICH COMPANY PRODUCT YOU ARE GETTING MAXIMUM COMPLAINTS?

ANS-
ANALYSIS:-

COMPANY’S NO OF RESPONDENTS
A) ATLAS 5
B) AVON 5
C) HEROS 2

56
 D) TI 8
E) OTHERS 20

MAXIMUM COMPLAINTS OF PRODUCT'S

20

18

16

14

12

10

0
ATLAS AVON HEROS TI OTHERS

INTERPRETATION: - From the above analysis we can conclude that all dealers say that
maximum complaints of others company products.

Q:-18) WITH WHICH OF THE FOLLOWING COMPANY YOU WOULD LIKE TO ENHANCES YOUR
BUSINESS RELATION IN FUTURE?
ANS-
ANALYSIS:-

COMPANY’S NO OF RESPONDESTS
A) ATLAS 25
B) AVON 20

57
 C) HEROS 35
D) TI 5
E) OTHERS 5

BUSINESS RELATION IN FUTURE

40

35

30

25

20

15

10

0
YES NO

INTERPRETATION: -From the above table we can conclude that all the dealers are satisfied
with their dealing with HERO Cycles so they all want to continue doing business relation in
future too.

Q:-19) WHAT KINDS OF PROBLEM YOU ARE FACE FROM BICYCLE COMPANY’S WHILE
DEALING?
ANS-
ANALYSIS:-

PROBLEMES NO OF RESPONDENTS

58
 A) REPLACEMENT 5
B) NO PROBLEM 35

FACING PROBLEMS WITH HERO CYCLES DEALING

35

30

25

20

15

10

0
REPLACEMENT NO PROBLEM

INTERPRETATION: -From the above analysis we can see that only few respondents
complained about any kinds of problem with company rest all have no problems.
Q:-20) ANY SUGGESTIONS TO IMPROVE YOUR DEALING WITH THE COMPANY TO ENHANCE
IMAGE?
ANS-
ANALYSIS:-

OPTION NO OF RESPONDENTS
COMPANY IS ALREADY 40
ESTABLISHED BRAND IMAGE _

59
 SUGGESTIONS TO IMPROVE DEALING WITH CCOMPANY

40

35

30

25

20

15

10

0
YES NO

INREPRETATION: -From the above analysis we can conclude that HERO Cycles have already
established brand image that cycle’s dealers don’t feels to give any suggestions as they say
company is looking keenly to their requirements.

60
 All the Bicycles dealers in cities like Amritsar, Jalandhar, Ludhiana and Gurdaspur are
into their business from the last 20-25 year.

 They all have HERO Cycles dealership along with ATLAS, AVON, TI and OTHERS.

 Apart from the dealership they have few dealing with local brands too.

 Dealer’s sales fall in the range of 50-200 units.

 For the purchase of Bicycles price quality brands image, after sales services all play a
manger role.

 HERO Cycles is one such company that is most responsive and cooperative.

 Company should listen to dealer’s complaints in time and should hold meeting with
than too address their problems.

61
 QUESTIONNARE
DEAR RESPONDENTS,
A PROJECT TITLED ‘’STUDYING THE SATISFACTION LEVEL OF BICYCLE INDUSTRY’S DEALERS’’ is
conducted hereby. This questionnaire is for the same purpose.
NAME:………………………………………….
STATION:………………………………………
ADDRESS:……………………………………..
DATA:……………………………………………

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Q:-1) FROM HOW LONG YOU ARE INTO BICYCLE BUSINESS?
ANS:- A) 0-5 Year B) 5-10 Year
C) 10-15 Year D) 15& Above

Q:-2) AMONG THE FOLLOWING YOU HAVE DEALERSHIP?

ANS- A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:-3) WHAT TYPES OF BICYCLE YOU PERFER TO SALE MORE?

ANS- A) STANDARD B) HI-END FANCY
C) KIDS

Q:-4) WHAT IS YOUR PER MONTH SALES (IN UNITS)?

ANS-
SALES PER MONTH ATLAS AVON HEROS OTHERS
(IN UNITS)
A)0-50
B)50-100
C)100-150
D)150& ABOVE

Q:-5) WHAT HELPS IN INCREASING YOUR SALES?

ANS- A) PROMOTION B) GIFTS
C) CASH DISCOUNTS/OFFERS D) ADVEARTISEMENT

Q:-6) WHAT PRICE IS MOST PREFER BY THE BUYER?

ANS- A) 500-1000 B) 1000-1500
C) 1500-2000 D) MORE THEN 2000

Q:-7) DO YOU THINK BRAND NAME OF COMPANY EFFECT THE BUYING DECISION OF CONSOMER?
ANS- A) YES B) NO

Q:-8) WHICH ARE THE VARIOUES BRANDS YOU ARE DEALING WITH?
ANS- - A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:-9) FROM WHAT COMPANY YOU ARE SATISFAED IN TERM AFTER SALE SERVICE?
ANS-- A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:-10) DO YOU THINK THE LOCATION OF YOUR SHOWROOM HELPS IN SELLING BICYCLES?
ANS- A) YAS B) NO
Q:-11) AFTER PLACING AN ORDER WITH COMPANY DO YOU RECEIVE SUPPLIES IN TIME?
ANS- A) YES B) NO

Q:-12)WHICH COMPANY OFFERS YOU A BETTER PACKAGE IN RELATION TO CREDIT PURCHASES,DISCOUNTS,ETC?

ANS- A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:-13) AMONG THE FOLLOWING WHICH COMPANY IS MORE RESPONSIVE TO YOUR COMPLIANTS?
ANS - A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

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Q:-14) HOW OFTEN COMPANY’S EXECUTIVES VISIT YOUR SHOWROOM?
ANS-
DURATION ATLAS AVON HEROS OTHERS
A)ONCE IN A WEEK
B)AMONTH
C)2-3DAY’S IN A
MONTH
D)4 DAY’S IN A
MONTH

Q:-15) WHICH MODE ENHANCES YOUR SALES MOSTLY (MORE THEN)?

ANS
MODE ATLAS AVON HEROS OHTERS
A)FREEACCESSORIES
B)EXTENDED GIFTS
C)PRICE OFFERS
D)HEAVY ADDS

Q:-16) WHAT ARE MOSTLY PREFERRED FEATURES BY CUSTOMERS FOR THE PURCHASE OF BICYCLE?
ANS-
FEATURES ATLAS AVON HEROS OHTERS
A)PRICE
B)QUALITY
C)BRAND IMAGE
D)AFTER SALES
SERVICE

Q:-17) IN WHICH COMPANY PRODUCTYOU ARE GETTING MAXIMUM COMPLENTS?

ANS- - A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:-18) WITH WHICH OF THE FOLLOWING COMPANY YOU WOULD LIKE TO ENHANCES YOUR BUSINESS RELATION
IN FUTURE?
ANS- A) ATLAS B) AVON
C) HEROS D) TI E) OTHERS

Q:- 19) WHAT KINDS OF PROBLEM YOU ARE FACE FROM BICYCLE COMPANY’S WHILE DEALING?
ANS-……………………………………………………………

Q:-20) ANY SUGGESTIONS TO IMPROVE YOUR DEALING WITH THE COMPANY TO ENHANCE IMAGE?
ANS-…………………….………………………………………

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www.herocycles.com

Http://www.Ludhianaindustry.com/world.Production.

Http://Ludhiana-bicycles industry.

www.atlascycles.com

Http://www.indianbicyclesexporters.com

Http://www.Indian-bicycles-Industry

Http://www.Hreo-Group.com

Annual Report 2009-10 HERO Cycles Ltd.

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