1. Automobiles Services Marketing of Services Mahesh-A-Kapse

2. Meaning of Services

3. Introduction to Maruti Suzuki Ltd

4. Vision of Maruti Suzuki zThe Leader In Indian Automobile Industry zCreating Customer Delight zAnd Shareholder's Wealth zA Pride Of India.

5. Services provided by Maruti Suzuki Maruti Insurance zLaunched in 2002 zNational Insurance Company zBajaj Allianz  New India Assurance and Royal Sundaram

6. Maruti Finance zlaunched Maruti Finance in January 2002. zTwo joint ventures Citicorp Maruti & GE Countrywide in providing loans. zABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank. zSBI-Maruti Finance -2003

7. Maruti True Value zIt is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India. zIf car bought under this service- one-year warranty and three free services.

8. Maruti Suzuki Dil Se NRI programme zService through on can gift a car to your loved once through online transaction.

9. Service Reminders zThe company give a reminder call for servicing of their cars so also for the payments of the premiums of the insurance. zThe company may even assist the customers or give a free service of home drop and pick of the car after servicing. Online test drive booking

10. Maruti Driving School zDriving schools are modelled on International Lines. z200 Maruti Driving Schools across the country. zWorld-class driving simulators are used. z Lady instructors appointed to train women. zFour types of courses offered.

11. Simulators

12. Courses Offered in Driving School zLearners course-Requirements Learner's License or Permanent License Holder zTotal Duration 12 days to 40 days based on type of training schedule i:e 21.5 hours. zDuration of Theory- 7 Hrs split in 4 sessions zDuration of Practicals-10 Hrs split in 10 sessions zDuration of Simulator- 2.5 Hrs split in 5 sessions zDuration of Demo- 0.5 Hrs in one session zPass Percentage- Overall min 70% (with 30% weightage to theory & 70% weightage to practical)

13. Advance Course-1 zTotal Duration It can vary from 6 days to 15 days based on type of training schedule. 9.5 Hrs zDuration of Theory- 2 Hrs in 1 session zDuration of Practical-7 Hrs in 10 sessions zDuration of Simulator-1.5 Hrs in 5 sessions zDuration of Demo-0.5 Hrs in one session zPre-Test-Theory Test of 20 Questions; Practical Evaluation using 20 point evaluation sheet zEligibility Criteria-Min. score of 60 % in theory & practical pre-test individually

14. Refreshers Course zCourse duration -4hours zCourse structure -2 hours of theory 2 hours of practical training

15. Defensive driving course zPermanent License Holder; Batch Mode Delivery zTotal Duration-1 day to 2 days -duration is 8 Hrs zPre-Test-Theory Test (20 Qs) & Practical Test on. zMin 70 % in theory & practical individually

16. Maruti Suzuki wins on Customer Satisfaction zsatisfaction is determined -problems experienced; service quality; user-friendly service; service advisor; service initiation; service delivery z2,855 service centres across 1,363 cities.