Supply Chain Management Case Study: Tata Motors

Threats :
MUL recently faced a decline in market share from its 50.09% to 48.09 % in the previous year(2011)
• Major players like MARUTI Suzuki, HYUNDAI, Tata has lost its market share due to many small players like Volkswagen- polo. Ford has shown a considerable increase in market share due to its Figo.
• Tata Motors recent launches like Nano 2012, Indigo e-cs are imposing major threats to its respective competitor’s segment
• China may give a good competition as they are also planning to enter into Indian car segment
• Launch of HYUNDAI’s H800 may result in the decline of Alto sales CUSTOMER SATISFACTION
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Customer satisfaction is defined as the number of customers, or percentage of total customers, whose

It is designed, programmed and communicated with two goals in mind: operational efficiency and customer satisfaction.
A typical categorization of the services based on who performs the action within the services cape can be:
1. Self-service (customer only)- ATM, Movie Theatre
2. Interpersonal services-banks, restaurants
3. Remote services (employee only) – telephone mail order desk.
The superiority of the product has to be complemented with a high quality of services, which gives a competitive edge to the organization. A high standard of service is what sets apart one organization from another, and ultimately attracts the customer to the doorsteps.
Services at the showroom fall in the second category where there is a high complexity of interaction and hence it becomes necessary for the personnel to be adept in responding to the customer cognitively, emotionally and psychologically.
The various aspects and characteristics of service provision, which have been taken into consideration of a customer care team/ sales consultant are:
1. Politeness
2.