Measuring the releationship between employees and patients Essay

Measuring the releationship between employees and patients satisfaction - Essay Example . . . . . . . . . . . . . . 9 1.2. Hypotheses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 1.3. Significance of the Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 1.4. Theoretical Framework of the Study. . . . . . . . . . . . . . . . . . . . . . . . . 10 1.5. Scope and Delimitation of the Study. . . . . . . . . . . . . . . . . . . . . . . . . 11 1.6. DEFINITION OF TERMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 2. RELATED LITERATURE. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.1. Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.2. Customer Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 2.3. Customer Satisfaction and Strategic management. . . . . . . . . . . . . . . 17 2.4. Sociality and Customer Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . 18 2.5. Staff Training and Customer Satisfaction. . . . . . . . . . . . . . . . . . . . . 18 2.6. Surveys and Scales for Quality Development. . . . . . . . . . . . . . . . . . 19 2.7. Customer Focused Organizational Culture. . . . . . . . . . . . . . . . . . . . 20 2.8. Stress and Improving Employee and Customer Satisfaction. . . . . . 22 2.9. Human Capital. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 2.10. Latest Developments in Health Care. . . . . . . . . . . . . . . . . . . . . . . 25 2.11. Team work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 3..METHODOLOGY. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .... The results revealed that the percentage level of the employees satisfaction is 66 with a category of slightly satisfied. The percentage level of inpatient satisfaction is 92 with a category of very satisfied. The percentage level of outpatient satisfaction is 88 with acategory of satisfied. On the other hand, there was no significant relationship between employee and patient satisfaction at King Faisal Specialist Hospital & Research Centre. There was a very small positive correlation between the employee satisfaction and patient satisfaction. Traditionally, satisfaction, contentment, pleasure, or happiness diverges from person to person, from company to company. Employers however, constantly assess the degree of satisfaction among their clients for advancement, growth, productivity, and maintenance of a market share.

Business Writing. Cover letter Essay Example | Topics and Well Written Essays - 2500 words

Business Writing. Cover letter - Essay Example Our organic and bio-dynamic certifications enable wine lovers enjoy their favorite beverage without compromises on health and ecology concerns. Frey Vineyards is pleased to arrange a series of awareness activities and events for organic and bio-dynamic wines at your April 2007 event. This will lend a unique touch to the Messe, with the financial prospects of more than 20% returns on an investment of about $100 thousand which would be required on your part. A detailed proposal is enclosed. We would be pleased to address any questions that you may have, and will take the liberty of establishing fresh contact with you once the ensuing festive season is over, if we have not heard from you by them. We need to start preparations before the end of January 2007, in order to have all arrangements at Hannover in place not later than the end of next March. The Hannover Messe is a global event which attracts the magnates of the business worlds of all major economies. It is a path breaking event with a reputation for innovation and value. People from all walks of life, look forward to participation here. Most visitors to the Hannover Messe have high disposable incomes and refined lifestyles. They attend similar events at regular intervals, and would expect variety and creativity at the famed Hannover Messe. Germany has always been at ... Organic farming is highly appreciated is this part of the world. Renewable energy and organic produce go together, with a mutual benefit in terms of branding. Refreshments are essential at any Messe, so there could hardly be a better occasion to launch a new form of healthy and safe wine. There is a clear confluence of business interests of the Hannover Messe and Frey Vineyards. Similar values drive both organizations, and the business event in April 2007 is a suitable occasion for collaboration. The proposal is for wine tasting sessions, seminars on organic and bio-dynamic wines, and order booking with physical spot sales of the products of Frey Vineyards during the April 2007 Messe. This would give the event a unique touch, and offer the Hannover Messe an interesting commercial opportunity as well. The interest of Frey Vineyards would be to launch its product range in Germany. Both organizations could extend the collaboration to other countries in future. Hannover Messe would have to make a token investment of about $100 thousand towards providing facilities for wine tasting, and seminars at the event, international advertising, and providing local logistic and legal support for the import of the products of Frey Vineyards. The latter would provide material for tasting, and technical background for the event at its cost. The Hannover Messe could expect a return of about 20% on its initial investment, apart from the non-financial benefits on image and foot fall. A series of actions on various fronts should start immediately on approval of the proposal by the Hannover Messe. A PERT analysis shows that the actions with long

Effect of Paradigms on Research Methods

Effect of Paradigms on Research Methods Each paradigm brings a unique view to research and to how reality and all of which it consists should be viewed. No paradigm is more effective than another as each looks at reality differently. Interpretivism is a paradigm which was created as an alternative to Positivism and took an alternative approach to research by encouraging the use of qualitative, in-depth data to create knowledge. The article, The Insider’s Experience of Long-Term Peer Victimisation, by Mackay, Carey and Stevens (2011), is informed by the Interpretive paradigm as it aims to understand the concept of bullying from a subjective perspective through the use of personal experience. The use of the Interpretivist paradigm influences every aspect of this research from how the topic is viewed, the purpose, how the research problem is presented, the collection of materials, how the data is analysed and displayed as well as the ethical considerations of the research. Interpretivism, similarly to other paradigms, has a unique and distinct view of the world and of how the world should be understood. Interpretivism does not accept reality as it appears at face- value. Instead this paradigm claims that reality consists of people’s subjective experiences of the external world (Terre Blanche Durrheim, Histories of the present: Social science research in context, 2006). This means that a world which is shared by everyone is experienced differently by everyone as each individual applies their own unique perspective and meaning to their experiences and actions. In order to understand this type of reality, the patterns and problems which occur in reality and even solutions to these problems; Interpretivism proposes that research explores people’s subjective experiences and actions and the meanings or reasons they attach to these actions and experiences. In order to conduct research through the Interpretivist paradigm, the researcher must also take a unique stance to reality and to the subjects in the research. The researcher is required to be open and empathetic. Empathy involves attempting to view the beliefs and experiences of other as they themselves would view or experience them. Therefore, the use of empathy will allow for the researcher to fully understand the individual’s subjective experience and the meaning they attached to the experience. Empathy and understanding of the subjective experience can be achieved through the Qualitative methodologies which Interpretivism uses. These methodologies create a subjective relationship between the researcher and the participant which allows the researcher to interpret the data at a deeper, involved level and to form ideas from the interpretations in a mutually – constructed manner (Mottier, 2005). Ultimately, it is important to emphasise that the way the Interpretivist p aradigm sees reality, the way the researcher engages in the research and the various research methods used by this paradigm all work simultaneously and influence the research in order to answer the research question in a particular, desired way. The topic of the study is usually the first part of the research which is decided upon. How the researchers wish to study and understand the topic, however, is influenced by the research paradigm, â€Å"Paradigms are all-encompassing systems of interrelated practise and thinking that define for the researcher the nature of their enquiry† (Terre Blanche Durrheim, Histories of the present: Social science research in context, 2006, p. 6). The topic of the article by Mackay, Carey and Stevens (2011) revolves around bullying and the experience of bullying. The researchers have chosen to look at the experiences of bullying which requires them to look into the data deeply as the experience of bullying is not simple but an extremely personal experience which has many complex layers and effects to understand. Through this topic, the influence of the chosen paradigm, Interpretivism, begins to immerge. Kelliher (2005) states that Interpretivism is based on the assumption that if people are studied according to their social context, there is a greater chance of understanding the meanings associated with and perceptions they have of their experiences and actions. Therefore, the interpretivist paradigm is perfectly suited to study and understand the concept of bullying as a social action and a social problem experienced by individuals. This is because this paradigm focuses on the meanings underpinning human actions and associated with human experience (Kelliher, 2005). Ultimately, it is clear that how the topic is being viewed and researched is influenced by the Interpretivist paradigm as the researchers have chosen to study bullying in an in-depth manner and to view it from a subjective or personal perspective in order to understand bullying in its entirety. The paradigm informing the research also has an effect on the purpose of the research as the paradigm indicates what type of questions are asked about the topic and the purpose of the research is to ensure that these questions are answered. This idea is supported by Durheim (2006) who states that although the paradigm does not directly define the purpose of the research, it provides a guiding framework for the purpose of the research. The article states that the overall purpose of this research is to improve the understanding of bullying through the personal experiences of bullying victims who have experienced long- term victimization (Mackay, Carey, Stevens, 2011). The research is however divided into three sub-questions or purposes in order to gain a full representation of bullying. The first purpose of the research is to understand the victims’ perspectives of what factors contributed to bullying while the second purpose aims to understand the why the victims allow themselves to be continuously subjected to the bullying. The third purpose of the research is to provide information on and discuss various treatments and interventions of bullying. All of these research aims rely heavily on the personal opinions and experiences of the victims. Thus it is evident that Interpretivism plays an indirect role in the formation and fulfilment of these research purposes. This is because these purposes have a qualitative, interpretivist nature as they require the researcher to delve into the experiences of the individuals. Therefore only Interpretative, qualitative methods focusing on individual’s personal experiences can thoroughly and correctly fulfil these purposes. The collection of material in research typically involves the type of sample and participants used, the sampling methods and the methodology used to collect data from this sample group. The methodology used within Interpretivist contains various Qualitative methods which are clearly employed in the research conducted by Mackay, Carey and Stevens (2011). These interpretivist methodologies had a great impact on the type and number of participants used, how the participants were selected and how the data was retrieved. The participants used in this research had to be victims of bullying and had to have experienced bullying for the majority of the school year. These specifications of the participants are undoubtedly influenced by the Interpretivist nature of the research which aims to understand the subjective experiences of individuals and therefore, the research specifically requires the participants to have subjective experiences of bullying which can be analysed and interpreted. The sample population size used in this research was also influenced by the Interpretivist nature of the research. Only three participants, one female aged eleven and two males aged twelve and fifteen were selected to take part in the research (Mackay, Carey, Stevens, 2011). This is due to the fact that Interpretivism only needs a small amount of participants in order to achieve a meaningful, ethnographic inquiry. This small sample is also influenced by the type of interpretive data analysis which is used, namely Interp retive Phenomenological Analysis (IPA). IPA requires an even smaller sample sizes than typical interpretivist research as it analyses the cases of the participants in intense detail rather than using many participants to form generalizations, â€Å"The detailed case-by-case analysis of individual transcripts takes a long time, and the aim of the study is to say something in detail about the perceptions and understandings of this particular group† (Smith Osborn, 2007 , p. 55). Thus, it is clear through the extremely small sample population, that Interpretivism and IPA have had an impact on the number of participants decided to be used. The interpretivist nature of the research requires the research to rely heavily on the participants and their experiences and therefore these participants should be selected extremely carefully (Scotland, 2012). The size of the sample population and the specifications of this population greatly affect the type of sampling used in the research. In the case of this research, only a small sample population, who had personal experiences of being bullied, was needed. Therefore, purposive sampling was used to meticulously select these types of participants. Purposive sampling is the typical sampling method used for interpretive research as it allows for a particular group of participants, for which the research question will significant, to be chosen (Smith Osborn, 2007 ). Ultimately, the use of purposive sampling was influenced by the Interpretivist nature of the research as it allowed for the perfect sample population to be selected. The method of data collection is also an aspect of research which is undoubtedly influenced by the paradigm informing the research. Interpretivist research primarily focuses on using the power of ordinary language and expression in order to understand the social world (Terre Blanche, Kelly, Durrheim, 2006). This is achieved through Interpretivist data collection methodologies which are flexiable and yeild indepth, qualitative data; for example interviews, focus groups, observations and role-playing (Scotland, 2012). The semi- structured interview, which is used in Mackay, Carey and Steven’s (2011) research, is a common type of data collection method informed by the Interpretivist paradigm. This is because a semi- structured interview allows insight on behaviours to surface and also aids in explaining actions and experiences from the individual’s perspectives which is the primary goal of this research. Scotland (2012) further states that semi- structured interviews are unique as they allow the participant to freely express themselves and for the participant to delve deeper into their story. In Mackay, Carey and Steven’s (2011) article semi- structured interviews are used precisely for this purpose as the research requires the method of data collection to be able to get the particpant to reveal intimite details of their victimization and also to allow for important areas of the topic to be probed. The quote, â€Å"if it gets bad, the teacher will actually say the names of the bullies, and they get really embarrassed †¦ So that usually keeps them down for a few days. Which is a relief for me†, in the article taken from a participants interview cis just one example that shows how the particpant was able to explain and express their feelings around their experience through the interview. The paradigm informing the research instructs the research to use certain participants, collect certain data in a certain way and therefore it also instructs the research on how this data must be analysed. In Mackay, Carey and Steven’s (2011) research, the Interpretivist paradigm has influenced the use of the Interpretive technique, Interpretive Phenomenological Analysis (IPA), in order to analyse the data in manner which will yield the results needed. Generally, IPA is used to examine how individuals interpret their world and their experiences and attempts to understand the meaning of these interpretations and experiences. When researching a specfic topics such as bullying, IPA focuses on attempting to understand what the individual believes and feels about the topic and how they have personally experienced the topic and ultimately transforms this information into themes (Chapman Smith, 2002). The use of IPA is clearly seen through the results of the research which used how the individuals described their experiences to generate themes of why the victims felt they were bullied. An example of this is seen through the theme, ‘being different’ which emerged from the interpretive analysis of the victims’ statements such as, â€Å"they tease me about being [name]’s friend, because she’s different† and â€Å"They tease me about being different, because I care for my brother†(Mackay, Carey, Stevens, 2011). IPA is also distinct from other Interpretivist research as it understands that the researcher plays an active role in data analysis as they interpret the participants’ interpretation of their experiences in order to reveal patterns and themes in the data (Smith Osborn, 2007 ). The use of this interpretive technique is evident in the research by Mackay, Carey and Steven (2011) as the researchers regularly discussed the emerging themes throughout the data analysis process in order to assure that they each found were related to the experience of the individual. Thus, the influence if the interpretive paradigm is seen in the data analysis of the research as it allowed for the use of IPA to generate themes. IPA was specifically needed in order to completely understand and interpret the individuals’ experiences but also allowed for themes to be formed based on these three experiences. In Mackay, Carey and Steven’s (2011) research, the way in which the themes and findings were presented was based on the interpretive nature of the research. Through the use of IPA, the superordinate themes, ‘experience of victimization’ and ‘Strategies’ and their subthemes were generated and were presented in a very simple thematic table (Mackay, Carey, Stevens, 2011). Typical to interpretive research, the thematic table containing the superordinate and subordinate themes is then explained and the themes are described in depth and are supported with statements made by the participant (Chapman Smith, 2002). An example of this is seen when discussing the bullying policy at school which was discovered through the research to be inefficient and was support by statements such as, â€Å"Yeah they had a bullying policy, but nobody abided by it.† (Mackay, Carey, Stevens, 2011). Terre Blanche, Kelly, and Durrheim, (2006) further state that Interpreti ve techniques in communicating research findings make use of â€Å"evocative language† which is strong language used to bring about images or feelings (p. 274). In the results of this research the use of descriptions stating that the vicitms had, â€Å"only one or two friends† and that there was an â€Å"unwillingness of teachers to suspend bullies† creates an image of the problem and consequences of the bullying being experienced by the participants. Ultimately, the influence of the Interpretivist paradigm is evident through the thematic table and various linguistic techniques used to discuss the results of the research.

Investigation Into Counter-culture :: essays research papers

( synopsis), will it be the sixties the 20th century, U.S.A. protest movement that relied mainly on youth happened by society, the sport involved each field, such as society and politics, culture,etc., Influence it so far. Tentatively this resist movement movement against culture of referredding to as this text. This text pass give an oral account method of history, it combines documents and materials as much as a large amount of resist origin of sport probe into to this. Draw the conclusion and think , except that racial discrimination, the Vietnam War,etc. are outside the obvious reason, It lie in also turbulence reason U.S.A. from industrial society for on the sixties to behind make the transition at industrial society,it doesn't change that social structure face. Contradiction and result of the conflict in period that the resistance of young people make the transition. Cold war and social turbulence, have aggravated their resistance again. Collapse and send the writer's works an d thought, offer abundant thought resources for this movement. The keyword: U.S.A. culture /movement against culture /visit source Mention one word of" counterculture"( counter-culture), People recall rock music, take drug of U.S.A. the sixties naturally very, quality abnormal, have an abortion, not naked to go straight and crazy about odd habit and pursue fantastic playing leather culture, And hippy in New York Central Park, and countryside of New York Woodstock( Woodstock) revel Jinmen of San Francisco park around the clock, March 26, 1967, 10,000 young men and women assemble on the meadow in Central Park of New York, salute to the love. They fly a kite , throw frisbee , daub the color on the face each other. Will it be spring 1968 year, one abouth hippy wear unusual or exotic dress and assemble in Jinmen of San Francisco park several day and night in succession, with the rock, singing, poem, Weird behavior of even uncovering etc., express the resistance of the society. Will it be summer 1969, about 400,000 more than people assemble in Woodstock in the countryside of New York by same way. Loving, fre edom, peace that the slogan that they called out is". " the park and Woodstock of Central Park of New York, Jinmen, San Francisco become the symbol of the American movement against culture because of this. " politics correct" in afterwards( political correctness), plural culture( muti-culture) and to mainstream challenge of culture.

Criminal Justice Paper Essay

The purpose of this Preparation Guide is to provide you with some general direction concerning the content, process, and structure of your class project paper. In the sections below are proffered some helpful information that will prove valuable with respect to facilitating your completion of a course project reflective of the high standards of quality work and personal learning that should be the aim of each participant in the course. Research Students must conduct research to obtain information from which the paper will be written. Sources of information may be classified as being â€Å"primary† or â€Å"secondary†. Primary sources include articles in scholarly/peer reviewed journals, court decisions, statutes, personal memoirs/interviews, government review articles, and so forth. Secondary sources include professional magazines in a related field of study, newspaper articles, book chapters, etc. The student will be graded in part on the depth and thoroughness of the research. For a 8 to 10 page paper, the student should develop approximately 10 sources. It is important that you work on this paper throughout the session and not procrastinate. Getting Started Select any ONE of the following six (6) Research Paper Topics. Other topics may be considered with prior instructor approval, but they must be directly related to a criminological theory for approval. * ONE: CONCEPTS OF CRIME, LAW, AND CRIMINOLOGY 1. Profile a county in your state on the basis of social, economic, and criminological factors. For the social picture the students may want to include such items as population size, rural versus urban area, rate of college graduates, divorce rate, etc. For the economic picture the students may want to include such items as percentage below poverty, average family income, percentage unemployed, rate of home ownership, etc. Census data are useful for the social and economic variables. Criminological factors, such as crime rates, arrest rates, number of officers, etc., can be obtained from  your state crime information center. The focus of the written assignment, then, is to tie the various social and economic forces operating within the county to the levels and types of crimes identified. 2. There are thousands of agencies with the mission of providing services to victims of crime. Complete an in-depth investigation into a specific agency at the local, state, or national level. The paper should include an historical look at the agency, provide statistics on the number and type of victims they assist, offer descriptions of the services provided, give an explanation of the philosophy of the agency, discuss funding sources, and provide information on the location of the agency. You may even want to include a personal interview with a representative of the agency. Try to apply a specific criminological theory. TWO: THEORIES OF CRIME CAUSATION Select a recent crime from a local newspaper. Spend a short amount of time laying out the facts of the case; attach the article to their final paper. Then define and apply one criminological theory that does a good job explaining this type of offense and one criminological theory that does a bad job explaining this type of offense. Integrate facts from the article to support your argument. This paper works best if you apply a specific criminological theory, like Routine Activities Theory, rather than a more â€Å"umbrella† theory, like Social Disorganization Theories. THREE: CRIME TYPOLOGIES 1. Select one type of crime. Provide the legal definition for the offense, incidence rates at both the state and national levels, and clearance rates at both the state and national levels. To what extent does this crime in your state reflect nationwide trends? Try to apply a specific criminological theory. 2. Street crimes (violent and property), enterprise crimes, and public order crimes vary in definition, incidence level, and how society views them. You  may either compare and contrast across these three large crime classifications or select one crime from each of the three categories to use as a representative of that group of offenses. Then discuss how not all crimes are alike or viewed as such. Try to apply a specific criminological theory. FOUR: THE CRIMINAL JUSTICE SYSTEM There are hundreds of treatment and rehabilitation programs for offenders that have been utilized in the past or are currently in favor. Identify one such program and provide an analysis of it. Specific topics to be discussed include the type of offender the program targets, the history of the program, its breadth of use across various facilities, its level of success, the length of the program, the structure of the program, etc. Try to apply a specific criminological theory. NOTE: You are encouraged to use the resources of the DeVry University online library and campus library resources. If you are unable to locate source material at the campus library, you should request the material via â€Å"inter-library loans†. Writing Style In this course you are expected to demonstrate writing proficiency. Pay careful attention to paragraphing, sentence structure, quotation conventions, spelling, punctuation, citation protocol, and other aspects of grammar. Remember to proofread, correcting any typing or printing errors. All papers written for this course should follow the standards that are applicable in the business environment. This includes a business-appropriate writing style and no misspelled words or grammatical errors. Presentation and organization, while not as important as content, will impact your grade. Always write as if the reader is unfamiliar with the material you are presenting. It is important that you learn to catch mechanical errors in your writing. Research has shown that they can make a bad impression. In 2001, Larry Beason published a study of how business persons react to minor writing  errors–â€Å"Ethos and Error: How Business People React to Errors† College Composition and Communication. 53(1), 33-64. He found that â€Å"For some readers, simple accidents or certain errors have little impact, while other readers see the same errors and create a damning portrait of the writer.† Many of the business persons in his study interpreted mechanical errors as evidence that the writer was a poor business person–a faulty thinker, not a detail person, a poor oral communicator, and/or a poorly educated person. Some also interpreted mechanical errors as evidence that the writer was hasty, careless, uncaring, and/or uninformed.† A direct quotation will be indicated by quotation marks (followed by the page number where the quote was taken). Direct quotes longer than three lines, will be indicated by indenting the entire quote and typing it double-spaced (followed by the page number). Unless the style or manner of presentation of the information in the quote is important to the paper, the material will be substantially paraphrased, rather than quoted. The student is reminded that the use of a direct quote or paraphrase without proper citation of the source of the material amounts to plagiarism. Physical Preparation of the Paper See the Course Paper in the Course Home section of our class. Submission Deadlines and Point Value: All submission deadlines will be noted in the class syllabus. See the Course Paper link under Course Home. Citing Work in the Body of the Paper This paper will be written using the latest publication manual of the American Psychological Association (APA). There are two steps in the APA style of documentation: (1) works are cited, in an abbreviated form, in the body of the paper (in-text citation), and (2) full information about all works cited in the text provided at the end of the paper in a section entitled â€Å"Reference Page.† When you need to document the source of your information, you will provide, within the text the paper, the last name of the author(s) of the work (or a short title if the author is unknown), followed by the date the material was published. This can be done in a variety of methods, depending upon the flow of the sentence. For instance, A Check List and a Few Reminders: Did you: * Proof-read your paper * Use quotation marks (hopefully you did not use many, if any, quotes) for any direct quote (complete with page number where quote was taken)? * Check to make sure that all sources used in the text match with the reference page (including correct spelling of authors and dates)? * Review reference page to insure that all sources are complete and in proper order (e.g. alphabetical by author’s last name)? * Number all pages * Write the cover page with the following information: Title of paper, your name, email, Course title, The University, and Due date. * Keep your paper gender neutral? (Do not assume the masculine voice when writing – use â€Å"police officer† rather than â€Å"policeman† or use he/she rather than he). * Keep the tense the same throughout your paper? (should be in past tense – such as, â€Å"research revealed†). * Insure that you have at least 2 complete sentences for a paragraph? (One sentence paragraphs are not accepted in formal writing). * NEVER use a personal pronoun in your paper (such as â€Å"I†, â€Å"my†, etc.). You are not experts in the field. While your opinion is encouraged during classroom discussion, it does NOT belong in a research paper. Plagiarism DeVry University is committed to the highest standards of academic honesty. Acts of academic dishonesty include plagiarism, cheating, bribery, academic fraud, sabotage of research materials, the sale of academic papers, the purchase of academic papers, and the falsification of records. An individual who engages in these or related activities or who knowingly aids another who engages them, is acting in an academically dishonest manner and will be subject to disciplinary action in accordance with the bylaws and procedures of DeVry University (See Student Handbook). Each member of the academic community is expected to give full, fair, and formal credit to any and all sources that have contributed to the formulation of ideas, methods, interpretations, and findings. The absence of such formal credit is an affirmation that the work is fully the writer’s. The term â€Å"sources† includes, but is not limited to, published or unpublished materials, lectures, lecture notes, computer programs, mathematical and other symbolic formulations, course papers, examinations, theses, dissertations, and  comments offered in class or informal discussions. The representation that such work of another is the writer’s represents plagiarism. Care must be taken to document the source of any ideas or arguments. If the actual word of a source is used, it must appear within quotation marks. In cases that are unclear, the writer must take due care to avoid plagiarism. The source should be cited whenever: 1. A text is quoted verbatim   2. Data gathered by another are presented in diagrams or tables/charts 3. The results of a study conducted by another are used   4. The work or intellectual effort of another is paraphrased by the writer. Since the intent to deceive is not a necessary element (strict liability), careful note taking and record keeping is essential in order to avoid plagiarism. In other words, it is like being a little bit pregnant (you either are or you are not). One cannot have â€Å"accidental/unintentional† plagiarism! Students should consult members of the faculty for clarification of the definition and substance of this policy on plagiarism as it applies to their particular discipline. (Source: City University of New York – Proposal on Plagiarism).

Approaches to Branding Essay

It is essential for a business to build strong relationship with its customers to be able to stay above all competitors. One tool that a company has is a strong brand. The following are the most common ways of how companies use branding in marketing their products or services. Corporate Branding. This type has been around ever since competition among business started. In corporate branding a company uses its own name as the brand for the company. The company usually promotes its products under that brand name (Crystal 2003). An example of which is Disney, where all products of the company included the name â€Å"Disney†. In this approach the corporation or company is the main selling point (Csaba, Schultz & Yun 2005). If successfully used the company can create brand loyalty where customers look for products under that company or under the brand name. The downside of this approach is that the company will have a tendency to be identified with a single product category (Crystal 2003). Employer Branding. With the rise of newer resources like technology, the fact remains that personnel are still the most important resource of any company. As the competition for first-rate employees becomes tight, companies attract them through Human Resources Marketing or through employer branding (VersantWorks 2008). Employer branding is the impression of the stakeholders – current employees, potential hires, and previous staff – about the company as place of work (Harris 2002). The idea is to instill in the stakeholders mind that the company is â€Å"great place to work†. It immerses the employee into the company, gives the employees a sense of pride and belongingness and most important of all job fulfillment (VersantWorks 2008). A company with a good employer branding is L’Oreal. Voted as one of the Fast Moving Consumer Goods – FMCG – Employer of Choice (Employer Profile 2008). L’Oreal’s career website declares it in black and white. The company’s objective is to provide a sound working environment for its employees. Working for L’Oreal would entail a secure workplace, performance is given credit, a diverse culture, and where privacy and private life are valued (As An Employer 2008). What makes this strategy work for the company is because L’Oreal knows who it wanted to hire and focus the HR endeavor to accomplish the task (Klein 2008). Cause Branding. This is an approach in branding where a company supports a cause to be able to increase profits or to set it apart from competitors (Ivy Cohen Corporate Communications 2007). As examples will be Avon Breast Cancer Crusade, ConAgra Foods’ Feeding Children Better Program, Reebok’s Human Rights Awards and Rockport’s Fitness Walking Program. This initiative is usually interchanged with cause marketing and corporate social responsibility. Cause marketing just like cause branding seems to have the same objective but the difference lies in the duration. Short-lived cause marketing initiatives are usually one-time deals like food drives, collection bins, and auctions for charity. While cause branding is a year-long continuous endeavor. Where the company tries to associate a cause to the brand in the customers’ mentality (Evergreen & Partners 2005). On the other hand CSR or Corporate Social Responsibility is the broader initiative that consumers expect from a company. CSR involves labor practices of the company, community activities and environmental programs. It comprises various causes while cause branding focus only on one cause (Evergreen & Partners 2005).

Confucius Essays - Chinese Philosophy, Confucianism, Confucius

Confucius Essays - Chinese Philosophy, Confucianism, Confucius Confucius Confucius Confucianism was the most important thing in Chinese life, but who was Confucius the person? Before the respected philosopher Confucius was born, China was constantly in a state of war. The teachings of Confucius helped to reform China. Confucius lived a long and prosperous life, he was self-taught but spread his wisdom to many, and he was very influential in politics even though he never held a major government position. Confucius was born in 551 B.C., in the state of Lu (modern day Shadong or Shantung Province), into a low aristocratic family. His parents died when he was very young and left him to take care of his older brother who was crippled. He was given the birth name Kong Qui. Confucius comes from the Latin word Kongfuzi, which means Great Master Kong. He married at age nineteen and had two children, a son and a daughter. He was very much a family man though he did travel a lot. Confucius loved music, and when he traveled to a neighboring state of Lu, he became so absorbed in it that he forgot to eat. Confucius was a large man of great physical strength. His last couple years of life were probably bitter due to a number of deaths of his close associates. He died in 479 B.C. at the age of 72. Confucius was for the most part self-taught, although he was not too proud to learn from people inferior to him. At age 15 he set his mind on learning. He derived his learning from the first Chou kings Wen and Wu. He claimed that he wasnt born with his knowledge, which exemplifies his pursuit of wisdom. At age 20, he became a teacher. He traveled widely, gaining disciples who are responsible for writing down his sayings and ideas in the analects. His teaching stressed the importance of traditional relations of filial piety and brotherly respect. He was for the most part supported by his students though he may have received some form of pay from the government. He never refused to teach anyone, no matter how poor they were. Confucius is the first known professional teacher in Chinese history. He spent his life not only preparing himself for government positions, but also preparing his students. Several of his disciples went on to hold key positions in the government. In addition to te aching, Confucius spent much of his time on classics such as poetry and music. Confucius was a large believer that things should be based on virtue, and not on blood. Confucius dream was to have a position as advisor to a wise ruler, but never accomplished this. He held several minor governments positions throughout his life. He held these positions only for short periods of time due to conflicts with his superiors. He went to place to place offering advice to many Chinese rulers. If they didnt take his advice, he would move on to the next place saying that he was not going to force anyone to take his advice. At age sixty-seven, Confucius returned to his native state, but his advice was not regarded there. Jan Chiu (a former disciple of Confucius) asked him his opinion about raising taxes, and he said to do what was in favor of the people. When Jan Chiu went ahead and raised the taxes anyway, Confucius denied him as one of his disciples. Confucius was often asked war advice, and he would say that though he had some knowledge of sacrificial vessels, he had not studied warfare, and therefore he could not help. At old age, Confucius was disappointed because he never got to participate fully in government, and he said, As far as taking trouble goes, I do not think I compare badly with other people. But as regards carrying out the duties of a gentleman in actual life, I have never yet had a chance to show what I could do. Confucius was one of the most influential people in Chinese and world history. His knowledge is still regarded to this very day. Confucius changed everything in China, including education, government, and attitudes toward behavior in public and private life. If Confucius had never lived, the modern world of

American Business Managers In Cross-Cultural Negotiations

American Business Managers In Cross-Cultural Negotiations One of the fastest ways for an American to sour negotiations with other cultures is to think that everybody does business the same as Americans. Thank goodness that this is so very far from the truth. For Americans to succeed in the foreign business world, we must learn to be more observant of the feelings and cultures of others. In no place is this more evident than in our own back doorMexico and the Latin/South American countries.Just because they are "local", we should be able to treat them the same as we do our own contacts. This is so very far from the truth.The Spanish culture of Mexico and the Latin/South American countries are similar in so may ways to their Spanish ancestors, but are still quite set in their own Cultural manners. Even in the smallest of towns, there is a tight social ladder that must be adhered to if negotiations are to be successful.United StatesEach person has their own place in the society, and they must be counted as such.A key are that the American Cult ure must re-learn is that of being polite and proper. The Spanish-American culture is very socially oriented, and the "air" that is left is very important. Common courtesy and protocol are sensitive issues. A quick way to sour most relationships is to demean the dominant male figure.More than anyone else I have observed, American Businessmen and Women like to dress-up and show how "proper" they are. This immediately causes a problem in that conservative dress is the norm. On arrival for meetings, or other activities, observe what the local attire is.It is a bad omen to dress more formally than those you are meeting are.Observe the bankers, lawyers, and the professionals/bureaucrats.Americans are...

About India Yamaha Motor Pvt. Ltd.

CHAPTER -1 INTRODUCTION BRIEF HISTORY About India Yamaha Motor Pvt. Ltd. Yamaha made its initial foray into India in 1985. Subsequently, it entered into a 50:50 joint venture with the Escorts Group in 1996. However, in August 2001, Yamaha acquired its remaining stake as well, bringing the Indian operations under its complete control as a 100% subsidiary of Yamaha Motor Co. , Ltd, Japan. India Yamaha Motor operates from its state-of-the-art-manufacturing units at Faridabad in Haryana and Surajpur in Uttar Pradesh and produces motorcycles both for domestic and export markets. With a strong workforce of 2000 employees, India Yamaha Motor is highly customer-driven and has a countrywide network of over 400 dealers. The company pioneered the volume bike segment with the launch of its 100 cc 2-stroke motorcycle RX 100. Since then, it has introduced an entire range of 2-stroke and 4-stroke bikes in India. Presently, its product portfolio includes Crux (100cc), Alba (106cc) and Gladiator (125cc). MAJOR PRODUCTS SERVICES: Manufacture and sales of motorcycles, scooters, electro-hybrid bicycles, boats, sail boats, Water Vehicles, pools, utility boats, fishing boats, outboard motors, diesel engines, 4-wheel ATVs, side-by-side vehicles, racing karts, golf cars, multi-purpose engines, generators, water pumps, snowmobiles, small-sized snow throwers, automotive engines, intelligent machinery, industrial-use remote control helicopters, electrical power units for wheelchairs, helmets. Biotechnological production, processing and sales of agricultural and marine products and microorganisms. * Import and sales of various types of products, development of tourist businesses and management of leisure, recreational facilities and related services. HEADQUARTERS: 2500 Shingai, Iwata-shi, Shizuoka-ken, Japan CORPORATE PHILOSOPHY For society, for the world †¦ Yamaha works to realize ur corporate mission of creating Kando Yamaha Motor is a company that has worked ever since its founding to build products defined by the concepts of â€Å"high-quality and high-performance† and â€Å"light weight and compactness† as we have continued to develop new technologies in the areas of small engine technology and FRP processing technology as well as control and component technologies. It can also be said that our corporate history has taken a path where â€Å"people† are the fundamental element and our product creation and other corporate activities have always been aimed at touching people’s hearts. Our goal has always been to provide products that empower each and every customer and make their lives more fulfilling by offering greater speed, greater mobility and greater potential. Said in another way, our aim is to bring people greater joy, happiness and create Kando* in their lives. As a company that makes the world its field and offers products for the land, the water, the snowfields and the sky, Yamaha Motor strives to be a company that â€Å"offers new excitement and a more fulfilling life for people all over the world† and to use our ingenuity and passion to realize peoples’ dreams and always be the ones they look to for â€Å"the next Kando. † About the subject Customer satisfaction, a term frequently used in  marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer Satisfaction in 7 Steps 1. Encourage Face-to-Face Dealings This is the most daunting and downright scary part of interacting with a customer. If youre not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. Its important to meet your customers face to face at least once or ven twice during the course of a project. 2. Respond to Messages Promptly Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers queries within the space of a few hours, but at least email or call them back and let them know youve received their message and youll contact them about it as soon as possible. Even if youre not able to solve a problem right away, let the customer know youre working on it. 3. Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. Its very important to be friendly, courteous and to make your clients feel like youre their friend and youre there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object it happens to all of us. Its vital that you keep a clear head, respond to your clients wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly-Defined Customer Service Policy This may not be too important when youre just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesnt work, then what? Should they contact different people for billing and technical enquiries? If theyre not satisfied with any aspect of your customer service, who should they tell? Theres nothing more annoying for a client than being passed from person to person, or not knowing who to turn to. Making sure they know exactly what to do at each stage of their enquiry should be of utmost importance. So make sure your customer service policy is present on your site and anywhere else it may be useful. 5. Attention to Detail (also known as The Little Niceties) Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and arent always cost effective, but remember to do them. Even if its as small as sending a Happy Holidays email to all your customers, its something. It shows you care; it shows there are real people on the other end of that screen or telephone; and most importantly, it makes the customer feel welcomed, wanted and valued. 6. Anticipate Your Clients Needs Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. 7. Honor Your Promises Its possible this is the most important point in this article. The simple message: when you promise something, deliver. Clients dont like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors dont always deliver on time. In this case a quick apology and assurance itll be ready ASAP wouldnt go a miss. Sales promotions Sales promotion  is one of the four aspects of  promotional mix. The other three parts of the  promotional mix  are  advertising,  personal selling, and  publicity/public relations. ) Media and non-media marketing communication are employed for a pre-determined, limited time to increase consumer demand, stimulate market demand or improve product availability. Sales promotion includes several communications activities that attempt to provide added value or incentives to consumers, wholesalers, retailers, or other organizational custom ers to stimulate immediate sales. These efforts can attempt to stimulate product interest, trial, or purchase. Examples of devices used in sales promotion include coupons, samples, premiums, point-of-purchase (POP) displays, contests, rebates, and sweepstakes. CHAPTER-2 RESEARCH DESIGN TITLE OF THE STUDY â€Å"A STUDY ON MEASURING CUSTOMER SATISFACTION LEVEL AND SALES PROMOTION IN YAMAHA OBJECTIVES OF THE STUDY * To know the customer’s perception regarding launch of new bikes FZ FZS by Yamaha. * To determine the customer’s satisfaction regarding bikes and after sales service. To determine the factors influencing the choice of customers regarding bikes * To know the market scenario of second hand bike industry. SCOPE OF THE STUDY This study is aimed at providing India Yamaha Motors with an insight into the success of FZ FZS as well as the customer’s response and awareness towards the brand, products and services of Yamaha. The data has been analyzed and presented in a simple and precise way on the basis of which pertinent recommendations have been made to the company to better the services, policies and strategies of the company in India. RESEARCH METHODOLOGIES AND LIMITATIONS: * The report has been prepared on the basis of information collected from different sources. In order to achieve the objective of the project proper research method was applied.. After giving through brain storming session, objectives were selected and the set on the base of these objectives, A questionnaire was designed major emphasis of which was gathering new ideas or insight so as to determine and bind out solution to the problems. * * * DATA COLLECTION SOURCE * Research included gathering both primary and secondary data. * * PRIMARY DATA Primary Data was very crucial to collect so as to know various past present consumer views about bikes and to calculate the market share of this brand in regards to other brands. Fresh primary data was collected by taking direct feed back from customer which involved face to face interview with the customer as well as through telephonic interview with the customer , all the FZ customer who visited the de alership showroom for the service of their bikes were questioned in order to find out the customer satisfaction level. * SECONDARY DATA- are those which has been collected by some one else and which already have been passed through statistical process. Secondary data has been taken from internet, newspaper, magazines and companies web sites. * * RESEARCH APPROACH * * SURVEY METHOD: The research approach used was survey method which is a widely used method for data collection and best suited for descriptive type of research survey includes research instrument like questionnaire which can be structured and unstructured. Target population is well identified and various methods like personal interviews and telephone interviews are employed. * RESEARCH DESIGN This study is a mix of explorative and formal methodologies adopting monitoring and observing to study the dealerships in Lakhimpur and communication to elicit responses from customers. This is a cross sectional study done during th e months of June and July. For the customer satisfaction study a questionnaire was formulated containing 17 closed ended questions which were sent out for response through the internet and mainly through personal interviews of customers at Yamaha dealerships. This data was later analyzed using SPSS through performing the cross-tabulations on various involved variables. Results of this step formed the basis of the recommendations given to the company. To know the Yamaha reputation and sales promotion in motorcycle market, census method was chosen and all the dealership were individually visited in the area of Lakhimpur, Mosaram Auto Sales(Hero Honda), I did a market survey by taking open interviews to the dealers and brokers of the market. SAMPLE DESIGN For the sales promotion study a census methodology was adopted and all the dealerships and brokers of that region were visited. For the customer satisfaction study a sample of 100 persons was chosen from the Yamaha’s dealership in Lakhimpur. The sample was judgmental and methodology was non probability sampling Size of Sample| 100| Sampling technique| Judgmental (Non Probabilistic Sampling) | Location from which samples were taken| Lakhimpur| LIMITATIONS OF THE STUDY * This research is geographically restricted to Lakhimpur only. Hence the result cannot be extrapolated to other places. * The study is restricted only to the organized sector of two wheeler industry * The seriousness of the respondents and their ability to justify their answers may also be a limitation. * The sample size is small due to the specified reasons. * Findings are based on sample survey. * All interview questions are undisguised or direct. Hence there is a scope for the respondents to be biased or pretentious. CHAPTER-3 COMPANY PROFILE AUTOMOBILE INDUSTRY TILL DATE The automobile industry is one of the biggest industries in the world. Being a major revenue and job generating sector it drives the economies of some of the superpowers of the world. In India the automobile industry has grown by leaps and bounds since the advent of the liberalization era the automobile industry and especially the two wheeler segment has grown by leaps and bounds. The liberalization has done away with primitive and prohibitive practices of licensing and restricted foreign investment have been done away with. The result of which was the entry of foreign players into the Indian market. The two wheeler segment was largely dominated by Automobile Products of India (API) and Enfield in the 50s. Later on towards the end of the 50s Bajaj Autos began importing Vespa scooters from Italian company Piaggio. In the following decades the automobile industry in India was mainly dominated by scooters with API and later Bajaj dominating the market. There were very few products and choices available as far as motorcycle is concerned and Enfield bullet and Rajdoot dominated the market. The 80s saw the entry of Japanese companies in the Indian market with the opening up of the market to foreign companies. Hero Honda and TVS Suzuki are companies formed in this era of market reform. The market was still predominantly scooter dominated and Bajaj and LML were the leading brands producing the products at that time. Scooter was viewed as a more family and utility friendly vehicle than motorcycle and hence was preferred. The Japanese companies not only collaborated with Indian companies to produce the already existing products but also brought in new technology as a result of which the ever conquering 100cc bikes which were extremely fuel efficient with 4 stroke engines were launched in India. These proved to be highly successful as they provided a cheap and affordable means of personal transport to all those who could not buy a car. The flourishing middle class took a great liking for these bikes and the bike sales in India began to grow exponentially year on year leading to Hero Honda becoming the leader in the two wheeler industry in India and the largest producer of two wheelers in the world. The post 90s era was the era of liberalization and weakening of restrictive measures. The government went on an overdrive to support the industry and all FDI regulations and licensing was abolished. 100% FDI was allowed in the automobile industry and the excise duty was also considerably reduced to its current level of 12% on two wheelers. All these factors combined with the rising fuel prices, the increasing dispensable incomes of households, easy access to finance, etc. have led to two wheeler industry becoming the backbone of the automobile industry in India. The two wheeler industry in India forms a major chunk of the automobiles produced in India. According to Society of Indian Automobile Manufacturers statistics for the year 2008 – 2009, two – wheelers comprise 76. 49% of market share among the vehicles produced in India. The production share of two wheelers is quite similar to the market share. The two wheeler industry comprises around 74% of the total automobiles produced in India. The SIAM data for the year 2008-09 states that 8,418,626 two wheelers were produced during the year against a total of 11,175,479vehicles produced during the year. SEGMENTATION OF TWO WHEELER A Two Wheeler Sector Sub-Segmenting in the three Segments. . Motorcycle 2. Scooter Mopeds About India Yamaha Motor Pvt. Ltd. Yamaha made its initial foray into India in 1985. Subsequently, it entered into a 50:50 joint venture with the Escorts Group in 1996. However, in August 2001, Yamaha acquired its remaining stake as well, bringing the Indian operations under its complete control as a 100% subsidiary of Yamaha Motor Co. , Ltd, Japan. India Yamaha Motor operates from its state-of-the-art-manufacturing units at Faridabad in Haryana and Surajpur in Uttar Pradesh and produces motorcycles both for domestic and export markets. With a strong workforce of 2000 employees, India Yamaha Motor is highly customer-driven and has a countrywide network of over 400 dealers. The company pioneered the volume bike segment with the launch of its 100 cc 2-stroke motorcycle RX 100. Since then, it has introduced an entire range of 2-stroke and 4-stroke bikes in India. Presently, its product portfolio includes Crux (100cc), Alba (106cc) and Gladiator (125cc). MAJOR PRODUCTS SERVICES: Manufacture and sales of motorcycles, scooters, electro-hybrid bicycles, boats, sail boats, Water Vehicles, pools, utility boats, fishing boats, outboard motors, diesel engines, 4-wheel ATVs, side-by-side vehicles, racing karts, golf cars, multi-purpose engines, generators, water pumps, snowmobiles, small-sized snow throwers, automotive engines, intelligent machinery, industrial-use remote control helicopters, electrical power units for wheelchairs, helmets. * Biotechnological production, processing and sales of agricultural and marine products and microorganisms. Import and sales of various types of products, development of tourist businesses and management of leisure, recreational facilities and related services. HEADQUARTERS: 2500 Shingai, Iwata-shi, Shizuoka-ken, Japan CORPORATE PHILOSOPHY For society, for the world †¦ Yamaha works to realize our corporate mission of creating Kando Yamaha Motor is a company that has worked ever since its founding to build products defined by the concepts of â€Å"high-quality and high-performance† and â€Å"light weight and compactness† as we have continued to develop new technologies in the areas of small engine technology and FRP processing echnology as well as control and component technologies. It can also be said that our corporate history has taken a path where â€Å"people† are the fundamental element and our product creation and other corporate activities have always been aimed at touching people’s hearts. Our goal has always been to provide pro ducts that empower each and every customer and make their lives more fulfilling by offering greater speed, greater mobility and greater potential. Said in another way, our aim is to bring people greater joy, happiness and create Kando* in their lives. As a company that makes the world its field and offers products for the land, the water, the snowfields and the sky, Yamaha Motor strives to be a company that â€Å"offers new excitement and a more fulfilling life for people all over the world† and to use our ingenuity and passion to realize peoples’ dreams and always be the ones they look to for â€Å"the next Kando. † VISION To establish YAMAHA as the exclusive trusted brand of customers by creating Kando (touching their hearts) the first time and every time with world class products services delivered by people having passion for customers. MISSION We are committed to: Be the Exclusive Trusted Brand renowned for marketing and manufacturing of YAMAHA products, focusing on serving our customer where we can build long term relationships by raising their lifestyle through performance excellence, proactive design innovative technology. Our innovative solutions will always exceed the changing needs of our customers and provide value added vehicles. Build the Winning Team with capabilities for success, thriving in a climate for action and delivering results. Our employees are the most valuable assets and we intend to develop them to achieve international level of professionalism with progressive career development. As a good corporate citizen, we will conduct our business ethically and socially in a responsible manner with concerns for the environment. Grow through continuously innovating our business processes for creating value and knowledge across our customers thereby earning the loyalty of our partners increasing our stakeholder value. CORE COMPETENCIES Customer #1 We put customers first in everything we do. We take decisions keeping the customer in mind. Challenging Spirit We strive for excellence in everything we do and in the quality of goods services we provide. We work hard to achieve what we commit achieve results faster than our competitors and we never give up. Team-work We work cohesively with our colleagues as a multi-cultural team built on trust, respect, understanding mutual co-operation. Everyones contribution is equally important for our success. Frank Fair Organization We are honest, sincere, open minded, fair transparent in our dealings. We actively listen to others and participate in healthy frank discussions to achieve the organizations goals. OVERVIEW FOUNDED: July 1, 1955 CAPITAL: 48,302 million yen (as of March 31, 2008) PRESIDENT: Takashi Kajikawa EMPLOYEES: 46,850 (as of December 31, 2007) PARENT: 9,019 (as of December 31, 2007) SALES:1,756,707 million yen (from Jan 1, 2007 to Dec 31, 2007) PARENT: 799,209 million yen (from Jan 1, 2007 to Dec 31, 2007) SALES PROFILE Sales (%) by product category (consolidated) Sales (%) by region (consolidated) MAJOR PRODUCTS SERVICES: * Manufacture and sales of motorcycles, scooters, electro-hybrid bicycles, boats, sail boats, Water Vehicles, pools, utility boats, fishing boats, outboard motors, diesel engines, 4-wheel ATVs, side-by-side vehicles, racing karts, golf cars, multi-purpose engines, generators, water pumps, snowmobiles, small-sized snow throwers, automotive engines, intelligent machinery, industrial-use remote control helicopters, electrical power units for wheelchairs, helmets. Biotechnological production, processing and sales of agricultural and marine products and microorganisms. * Import and sales of various types of products, development of tourist businesses and management of leisure, recreational facilities and related services. HEADQUARTERS: 2500 Shingai, Iwata-shi, Shizuoka-ken, Japan CORPORATE PHILOSOPHY For society, for the world †¦ Yamaha works to realize ur corporate mission of creating Kando Yamaha Motor is a company that ha s worked ever since its founding to build products defined by the concepts of â€Å"high-quality and high-performance† and â€Å"light weight and compactness† as we have continued to develop new technologies in the areas of small engine technology and FRP processing technology as well as control and component technologies. It can also be said that our corporate history has taken a path where â€Å"people† are the fundamental element and our product creation and other corporate activities have always been aimed at touching people’s hearts. Our goal has always been to provide products that empower each and every customer and make their lives more fulfilling by offering greater speed, greater mobility and greater potential. Said in another way, our aim is to bring people greater joy, happiness and create Kando* in their lives. As a company that makes the world its field and offers products for the land, the water, the snowfields and the sky, Yamaha Motor strives to be a company that â€Å"offers new excitement and a more fulfilling life for people all over the world† and to use our ingenuity and passion to realize peoples’ dreams and always be the ones they look to for â€Å"the next Kando. † What is Kando? Kando is a Japanese word for the simultaneous feeling of deep satisfaction and intense excitement that people experience when they encounter something of exceptional value. SWOT ANALYSIS A scan of the internal and external environment is an important part of the strategic planning process. Environmental factors internal to the firm usually can be classified as strengths (S) or weaknesses (W), and those external to the firm can be classified as opportunities (O) or threats (T). Such an analysis of the strategic environment is referred to as a SWOT analysis. The SWOT analysis provides information that is helpful in matching the firms resources and capabilities to the competitive environment in which it operates. As such, it is instrumental in strategy formulation and selection. The following diagram shows how a SWOT analysis fits into an environmental scan: SWOT Analysis Framework Environmental Scan| /|   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  | Internal Analysis  Ã‚  Ã‚  |   Ã‚  Ã‚  External Analysis| /   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  |   Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  Ã‚  / | Strengths  Ã‚  Ã‚  Weaknesses  Ã‚  Ã‚  |   Ã‚  Ã‚  Opportunities  Ã‚  Ã‚  Threats| || SWOT Matrix| | SWOT ANALYSIS FOR THE TWO WHEELER INDUSTRY Strength * Established brands, Strong Brand Name * Fuel efficient * Style statement * Convenient in heavy traffic * Cheap and affordable * Easy and cheap finance availability * Patents * Good reputation among customers| Weaknesses * Extremely price sensitive * Short PLC * High R and D costs| Opportunities * Growing premium segment * Increasing dispensable income * Environmental concerns * Exports increasing * Very strong demand in the 100cc. segment dominated by limited players. | Threats * The Rs. Lakh car * Cut throat competition * Increasing number of players in the market * Rising raw material costs * Increasing rates of interest on finance| SWOT ANALYSIS FOR INDIA YAMAHA MOTORS Strength * Size and scale of parent company. * Effective Advertising Capability * Committed and dedicated staff. * High emphasis on R and D. * Experience in the market. * Established brand. * Established market channel. * Power, Speed Acceleration| Weaknesses * Small showrooms. * Not much emphasis on agg ressive selling. * Weak product diversity. | Opportunities * Growing premium segment. Global expansion into the Caribbean Central America. * Expansion of target market (include women). * Increasing dispensable income. * 1st mover advantage. | Threats * Cut throat competition * Increasing number of players in the market * Rising raw material costs * Increasing rates of interest on finance| RECENT LAUNCHES YAMAHA FZ-S Yamaha FZ-S 150cc, a recently launched bike by the industry giant Yamaha. After the grand success of FZ-16 Yamaha has finally launched its modified version (FZ-S) in India. This fabulous bike is equipped with all the necessary features one may think of. It stands ahead in style and performance not only in its segment but beyond. This bike is best suited for those who want elegance and power in one. It is designed and engineered with the capacity for active and aggressive enjoyment of around-town street riding and styling, bringing a sense of pride for the owner of the bike. It is especially designed to satiate riders desire for style and fashion. It is popularly referred as the â€Å"Stylish Macho Street Fighter† (Lord of the Streets). The primary features of Yamaha FZ-S include: * European international design * Stainless steel body Aerodynamic muscular design * High torque rate * Carbon pattern meter console * Latest graphics * Disk brakes * Electric start starting system * Electronic fuel injection system YAMAHA YZF R15 This is the latest offering from the Yamaha stable. The YZF R15 is the first truly sports bike launched in India. The looks and design have been done keeping the bigger R1 in mind and hence the resemblance. The bike is priced at Rs. 97,500 (ex-showroom) across India. It boasts of the first liquid cooled 4 valve engine in the two wheeler category which gives it better performance and power. It is a 150cc bike having enough power to bring chills to the rider when he revs up the accelerator BAJAJ PULSAR DTS FI 220 CC Bajaj auto has upgraded the Pulsar family with the launch of its high-end bike Pulsar DTS-Fi 220 cc. This advanced variant of popular Pulsar combines new features and advanced technology. This all new version of Pulsar is priced at Rs. 70, 000 (ex-showroom Delhi). The 2009 edition of Bajaj Pulsar comes without fuel injection technology but yet it will produce more power at 21PS. The new Bajaj Pulsar DTS – Fi 220 cc will reach the top speed of more than 140 kmph. This two wheeler from Indias second largest two-wheeler manufacturer comes with single cylinder 4 stroke air cooled engine. This motorcycle has a maximum power of 21. 04 @ 8500rpm and maximum torque of 19. [emailprotected] rpm. 1. 1COMPETITORS ANALYSIS 1. Bajaj Auto Ltd. Established in 1945 Bajaj Auto Ltd was incorporated as a trading company. Till 1959, they imported scooters and three-wheelers from Italy and sold them in India. The company got a production license in the year 1959 and fastened a technical collaboration with Italian PIAGGIO in 1960. Bajaj Auto Ltd. s one among Indias top ten companies in terms of market capitalization and among the top five in terms of annual turnover. The company started producing scooters in the year 1961 and followed three-wheelers production in 1962. Its collaboration with Piaggio expired in 1971 and since then, their scooters and three-wheelers are being sold with the brand name â€Å"BAJAJ†. Maharashtra Scooters Ltd. , a Company with 24 % equity participation by the Company and 27% participation from Maharashtra State Governments Western Maharashtra Development Corp. was formed in the year 1975 under the Horizontal transfer of technology policy. The first production unit is located at Satara, Maharashtra. The unit continues to collect scooters from CKDs supplied by the Company. These scooters are marketed through the Companys distribution network and under the Companys brand name. In 1984, the second production plant was set up at Aurangabad, Maharashtra. This plant started scooter production in 1986, three-wheeler production in 1987 and scooterettes and motorcycle facilities were commissioned in 1990 1991 respectively. Today, the company has become a market leader with annual production in excess of 1. 35 million units which was about 4000 units in 1961. These days, Bajaj Auto Ltd. has started offering products in all segments (mopeds scooterettes, scooters, motorcycles, three wheelers). TWO WHEELERS| MOTORCYCLE| Bajaj Avenger| 180 CC| Bajaj CT 100| 99. 27 CC| Bajaj Discover DTSi | 135 CC| Bajaj KB 125| 123 CC| Bajaj Platina| 99. 27 CC| Bajaj Pulsar DTS-Fi 220 CC| 220 CC| Bajaj Pulsar DTSi * Pulsar 180 DTS-i UG * Pulsar 150 DTS-i UG * Pulsar 200 Cc * Pulsar 220 DTS-Fi | 180 CC 150 CC 200 CC 220 CC| Bajaj Wind 125| 124. 6 CC| Bajaj XCD| 125 CC| SCOOTERS| Bajaj Bravo| 145 CC| Bajaj Chetak| 145. 45 CC| Bajaj Classic SL| 145. 45 CC| Bajaj Legend| 150 CC| SCOOTERETTES/MOPEDS| Bajaj Blade DTSi| 100 CC| Bajaj Cagiva CRX| 145 CC| Bajaj Fusion| 145 CC| Bajaj Kristal DTSi| 100 CC| Bajaj M 80 Electronic| 74. 08 CC| Bajaj Rave| 74. 08 CC| Bajaj Saffire| 74. 4 CC| Bajaj Spirit| 100 CC| Bajaj Sunny| 59. 86 CC| Bajaj Sunny Spice| 59. 86 CC| Bajaj Wave DTSi| 109. 7 CC| AWAITED MODELS| Sonic DTSi| Motorcycle| 1. 1. 2 Models of BAJAJ 2. Hero Honda Motors Ltd. Hero Honda Motors Ltd. is a result of the joint venture between Indias Hero Group and Japanese Honda Motors Company in the year 1983. This joint venture has not only created the worlds single largest two wheeler company but also one of the most successful joint ventures worldwide. Hero Honda is globally known of being the most fuel-efficient and the largest CBZ selling Indian Motorcycle Company. This is a relationship so harmonious that Hero Honda has managed to achieve indigenisation of over 95 percent, a Honda record worldwide. The below chart shows the golden years in the history of HERO HONDA :- 1985| CD-100| 1989| SLEEK| 1991| CD-100 SS | 1994| Splendor| 1997| Street| 1999| CBZ| 2001| PASSION | 2002| DAWN, AMBITION| 2003| CD-DAWN, SPLENDOR +, PASSION +, KARIZMA| 2005| SUPER-SPLENDOR, CD-DELUX, GLAMOUR, ACHIEVER | 1. 1. 3 Golden Years of HERO HONDA The company is committed to provide the customer with excellence. A rich background of producing high value products at reasonable prices led the worlds largest manufacturer of motorcycles to collaborate with the worlds largest bicycle manufacturer. During 80s, Hero Honda became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. They company possess three manufacturing units based at Dharuhera, Gurgaon and Haridwar are capable to produce 4. 4 million units per year. They introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. The unique features like fuel conservation, safety riding courses and mobile workshops helped the group reach in the interiors of the country. Well-entrenched in the domestic market, Hero Honda Motors Ltd. turned its attention overseas, and exports have been steadily on the rise. Over the years, the Company has received its share of accolades, including the National Productivity Councils Award (1990-91), and the Economic Times Harvard Business School Association of India Award, against 200 contenders. The gross sales of Hero Honda by March end2008 was 33, 371, 43 Crores. TWO WHEELERS| MOTORCYCLES| Hero Honda Achiever| Hero Honda CD Dawn| Hero Honda CD Deluxe| Hero Honda CD 100| Hero Honda CD 100 SS| Hero Honda Glamour| Hero Honda Glamour * Glamour * Glamour FI| Hero Honda Splendor * Splendor + * Super Splendor * Splendor NXG| Hero Honda Passion Plus| Hero Honda Sleek| Hero Honda CBZ X-TREME| Hero Honda Karizma| Hero Honda Hunk| | | SCOOTERETTES/MOPEDS| Hero Honda Pleasure| Hero Ankur| Hero Gizmo| Hero Panther| Hero Puch Automatic| Hero Sakhti 3G| Hero Stepmatic| Hero Street| Hero Winner| Hero Stepmatic| Hero Puch Automatic| Hero Sakthi 3G| Hero Winner| | | 1. 1. 4 Hero Honda Models 3. Honda Motorcycles Scooters India Private Limited Established in 1999, the Honda Motorcycle Scooter India Pvt. Ltd. (HMSI) is a wholly owned subsidiary of Honda Motor Company Ltd. , Japan and is located at Manesar, Haryana. The companys most well known brand is the Honda Activa that revolutionized the Indian scooterette market in terms of design and features. The company exports scooters to the European Union. HONDA MOTORCYCLES| MODEL| CAPACITY| Honda Shine| 125 CC| Honda Unicorn| 149. 1 CC| Honda Stunner CBF| 125 CC| Honda CBF Stunner FI| 124. 7 CC| HONDA SCOOTERS| MODEL| CAPACITY| Honda Eterno| 147. 7 CC| HONDA SCOOTERETTES/MOPEDS| MODEL| CAPACITY| Honda Aviator| 102 CC| Honda Activa| 102 CC| Honda Dio| 102 CC| CHAPTER-4 Data Analysis and Interpretation Age| No of respondents| % of respondents| 16 – 20| 28| 28%| 21-25| 41| 41%| 26-30| 20| 20%| Above 30| 11| 11%| Total| 100| 100%| Table no. 4. 1 : The Age distribution in the sample. ANALYSIS: 4. : Following points can be referred from the above pie chart * The above pie chart is showing that the customers of FZS are mainly coming from the age group of 16-25 that is around 69%, as Yamaha claims that they generally target their customers who are between the age group of 18 to 25, because that people of this age group are passionate and are style freaks, * So we can say that Popularity of Yamaha is available in the age of 26-30 (aroun d 20%) also because of its reputation in the world market. Graph no. 4. 1 RESULTS OF THE CUSTOMER SURVEY Table no. 4. 2 Marital status| No. f respondents| %of respondents| Married| 24| 24%| Single| 76| 76%| Total| 100| 100%| 4. 2 The Marital status distribution in the sample. Analysis: 4. 2: In this pie chart it is very much clear that 76% of the Yamaha’s customer is mainly the youth who are single, so Yamaha’s new launch FZS is mostly being accepted by the singles instead of family oriented people. Graph no 4. 2 4. 2 The Marital status distribution in the sample. Occupation| No. of respondents| %of respondents| Business person| 27| 27%| Student| 43| 43%| Office employee| 28| 28%| Others| 2| 2%| Totals| 100| 100%| Table no. 4. 3 4. : The Occupation distribution in the sample. Analysis: 4. 3: Once again we found that Yamaha’s major customers are the students of colleges and schools which consists 43%, as they want something special, new, stylish, masculine and at tractive and Yamaha is providing that in the form of FZS. Graph no. 4. 3 4. 3: The Occupation distribution in the sample. Table no. 4. 4 Income group| No. of respondents| %of respondents| Upto 1000| 17| 17%| 10001-20000| 33| 33%| 20001-40000| 40| 40%| 40001-60000| 9| 9%| Above 60000| 1| 1%| Totals| 100| 100%| | | | 4. 4: The Income groups distribution in the sample. Analysis:4. 4: In the income group distribution we can analyze that customers of FZS are coming from the Middle income group people which is around 73% by including 10001-40000 slab of income group. It shows that Yamaha is placing their products in the appropriate price range. As the people of this income bracket can easily afford this Bike. Graph no 4. 4 4. 4: The Income groups distribution in the sample. Table no . 4. 5 Purchased by| No. of respondents| %of respondents| Loan| 28| 28%| Cash| 72| 72%| Totals| 100| 100%| 4. 5: The Way of purchasing distribution in the sample. Analysis: 4. : Here again we can prove that the products of Yamaha are in the acceptable price range, as we can see that purchasing way of the customers are leading in the CASH sector. Customers are easily affording the price of FZS; they are not feeling much problem with the amount of FZS. Today’s customers are ready to pay for better facilities and technology and they feel that FZS deserves that price wh ich YAMAHA is offering. Graph no 4. 5 4. 5: The Way of purchasing distribution in the sample. Table no . 4. 6 Paid by| No. of respondents| %of respondents| Family| 51| 51%| Self| 49| 49%| Totals| 100| 100%| 4. : The Financing distribution in the sample. Analysis: 4. 6: In this pie chart a very important thing can be referred that Indian Youths are not so much independent in the financial matters, still they depends on the family, as Yamaha claims that they target the people of 18-25 age group, but here we can say that they should promote such kind of advertisements where the Yamaha products can link to the family. Ultimately family is paying the amount so Yamaha should target according to family also, so that the view of the children and family shouldn’t clash. Graph no 4. 6 4. 6: The Financing distribution in the sample. Table no . 4. 7 Compare Brands| No. of respondents| %of respondents| Bajaj| 26| 26%| Hero Honda| 23| 23%| Honda| 2| 2%| Bullet| 4| 4%| Yamaha| 6| 6%| No| 39| 395| Totals| 100| 100%| 4. 7: Compared brands with FZS. Analysis: 4. 7: Majority of people is not comparing Yamaha FZS to any other product and the number of such people is around 39%, But the second view which we have found that FZS is getting a very tough competition Fr BAJAJ HERO HONDA. BAJAJ has launched their new edition of Pulsar 220 at a very low price (around 70000 ex showroom price), which is the reason for the tough competition giving by BAJAJ. On the other hand HERO HONDA HUNK is also giving direct fight to the FZS because of its MILEAGE only. There are some more competitors which are stable at their market share in automobile industry. Graph no. 4. 7 4. 7: Compared brands with FZS. Table no. 4. 8 Choice of feature in a bike | No. of respondents| %of respondents| Style/Design| 54| 54%| Controll ability| 7| 7%| Pick up| 8| 8%| Reputation of maker| 6| 6%| Riding comfort| 12| 12%| New Technology| 8| 8%| Durability| 1| 1%| Others| 2| 2%| Mileague| 2| 2%| Totals| 100| 100%| 4. 8: The choice of Feature which is most important in a bike. Analysis: 4. : If we see the trend of Two wheeler industry we found that earlier people were looking mainly towards the mileage of the vehicle but now In our research we collected data and found that now customer’s perception has changed and they are shifting towards the style, design riding comfort of the vehicle, 54% customers have purchased FZS because of its Style Design and only 2% people are looking for the mileage. So in a way we can say they Yamaha exactly changed the perception of Indian customers. They are trying to attract customers with new style, design or look of the bike and creating passion in the customers for the speed and power. So through this we have proved our First hypothesis which was regarding the Yamaha’s new launch of FZ FZS that has changed the customer’s perception regarding choice of bikes. Graph no. 4. 8 4. 8: The choice of Feature which is most important in a bike. Table no. 4. 9 First Information source| No. of respondents| %of respondents| Tvcf| 45| 45%| Family/Friends| 24| 24%| Road show| 5| 5%| Websites| 3| 3%| Showroom| 12| 12%| Auto expo| 1| 1%| Newspaper| 4| 4%| Magazines| 5| 5%| Others| 1| 1%| Totals| 100| 100%| 4. 9: 1st Information sources and their shares Analysis: 4. : As we can see here the major promotional tool which is influencing the customers is TVCF which stands for Television Commercial, which is around 45%, after that the major source of awareness among customers, is Family/Friends. Magazine and newspaper consists only 9% in our research, but if we look them at a very good sample size then it is around 2% only. Graph no. 4. 9 4. 9: 1st Information sources and their shares Tables no. 4. 10 Improvement in Yamaha Image in india| No. of respondents| %of respondents| No| 2| 2%| Yes| 98| 98%| Totals| 100| 100%| 4. 10: Customer Perception regarding Yamaha Image after FZS Analysis: 4. 10: This is a good result for Yamaha that once again they are creating place in the heart of the customers, after the discontinue of RX100 Yamaha has lost very big amount of customers in the last 10 years, but after the launching of FZS, Yamaha has improved their image among the customers. Our data is showing that 98% people are admitting that Yamaha has improved their image after the FZS and R15 launch, feedback which we have got from the customers were like that Yamaha has produced something new this time and very stylish and well designed product.. By this we are again proving our second HYPOTHESIS that YAMAHA has regained its image after the launch of FZ FZS. es Graph no. 4. 10 4. 10: Customer Perception regarding Yamaha Image after FZS Table no. 4. 11 Comments about FZS| No. of respondents| %of respondents| Stylish| 45| 45%| Trendy| 6| 6%| Macho| 27| 27%| Low mileage| 16| 16%| Others| 4| 4%| Expensive| 2| 2%| Totals | 100| 100%| 4. 11: Comments for FZS by Potential Customers. Analysis: 4. 11: This year Yamaha FZS has got the BIKE OF THE YEAR AWARD which shows its popularity among the customers. It has fulfilled the desire and demand of the current customers, there are very few people who still need some improvements in the FZS but Yamaha is taking care of those customers also. As our data is showing that 78% people are giving good comments or responses for Yamaha, they are feeling that FZS is the most stylish and trendy bike in these days, 2% people are feels that spare parts of Yamaha FZS are very costly and 16% people are complaining for the mileage of the bike, therefore Yamaha should work on these loopholes of the bike so that they can attract some more customers. Graph no. 4. 11 4. 11: Comments for FZS by Potential Customers. Table no. 4. 12 Customer opinions towards safety and comforts| No. of respondents| %of respondents| Extremely| 23| 23%| Satisfied| 47| 47%| Netural| 10| 10%| Totals| 100| 100%| Analysis: 100% of the respondents 47% of the respondents approached were satisfied with the safety and comfort feature of the Bolero. Followed by 27% was extremely satisfied, 17% are neutral and rest of the 7% was dissatisfied with safety and comfort feature of Yamaha. % Graph no 4. 12 4. 12: Customer opinions towards safety and comforts Table no. 4. 13 Customer opinions towards Design| No. of respondents| %of respondents| Extremely| 20| 20%| Satisfied| 40| 40%| Netural| 27| 27%| Dissatisfied| 13| 13%| Totals%| 100| 100| Analysis: 100% of respondents 40% of the respondents approached were satisfied with the Design of the Yamaha. 20% were more satisfied, 27% of them neutral and 13% are dissatisfied with the design of the yamaha. Observation: As majority of the respondents are satisfied with the design of Yamaha, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who are of the opinion that the fuel consumption is a dissatisfying factor. Graph no 4. 13 4. 13; Customer opinions towards Design Table no. 4. 14 Customer opinion towards consumption of fuels | No. of respondents| %of respondents| More satisfied| 27| 27%| Satisfied| 49| 49%| Not Satisfied and dissatisfied| 17| 17%| Dissatisfied| 7| 7%| Totals | 100| 100%| Analysis: 100% of the respondents 49% of the respondents approached were satisfied with the fuel consumption of the Yamaha. Followed by 27% was extremely satisfied, 17% are neutral and rest of the 7% is more dissatisfied with fuel consumption of Yamaha Observation: As majority of the respondents are satisfied with the fuel consumption of Yamaha, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who are of the opinion that the fuel consumption is a dissatisfying factor Graphs no 4. 14 4. 14 : Customer opinions towards fuel consumption Tables no 4. 15 Customer opinion towards Maintaince| No. of respondents| %of respondents| Extremely| 23| 23%| Satisfied| 51| 51%| Netural| 21| 21%| Dissatisfied| 5| 5%| Totals | 100| 100%| Analysis: The sample drawn on the probability basis shows that out of 100% of respondents 51% of the respondents approached were satisfied with the maintenance of the Yamaha. 23% were extremely satisfied, 21% of neutral and 5% are dissatisfied with the maintenance. Observation: Though majority of the customer are satisfied that the maintenance cost of Yamaha is less, around 20% are not satisfied which may be because of comparison of yamaha with the newly launched competing brands coming with even lower maintenance cost. Graph no 4. 15 4. 15:Customer satisfactions toward Maintenance of Yamaha Chapter-5 Summary of findings Findings 1. It is found that the most preferred vehicle of YAHAHA FZ 2. It is found that from the data we can position our product to the comfort seeking group of people 3. It is found that many of the YAHAMA customers are buying its BIKE by seeing its brand name only. 4. It is found that major media that attracted the customers is television. 5. It is found that only a few customers are satisfied with the service. 6. Most of fortune yahama customers are interested to service their vehicle only at authorized dealer. 7. It is found that most of the customers preferred ICICI and SBI banks for taking financial help while purchasing a bike. . It is found that most of the customers prefer only in house finance compare to outhouse finance. 9. It is found that more than 80% of customers think that yahama bike are affordable only by rich men. Chapter 6 Recommendation, suggestion And conclusion RECOMMENDATIONS * SHOULD IMPROVE THE AFTER SALE SERVICES: During the survey we found that Yamaha is not satisfy ing their customers in after sales services, employees at dealership sometimes use harsh words and become rude to the customers, parts of the bike are not easily available in the market. This is the major drawback in capturing the market share so Yamaha should take some better steps to satisfy and retain their customers. * WEAK FOLLOW UP FROM DEALERSHIPS: We observed during the course of our studies that Yamaha was quite weak in following up with prospective customers. There was no communication from Yamaha showrooms asking the customers if and when they are willing to buy their bikes. Hero Honda, Bajaj and Honda showrooms were extremely attentive in this regard and perform maximum follow up on prospective customers. MEASURES SHOULD BE TAKEN TO IMPROVE ITS DEALERSHIP: Yamaha which is trying to build a brand new image of a high tech and stylish brand of sports bikes should take appropriate steps to show it in their showrooms. Showrooms like Oswal Yamaha, and Shiva Yamaha were very small in size and do not reflect the quality and scale of Yamaha in the market. Shiva motors was very dirty ambience and customer will feel that company is not working good that’s why they are not taking any actions toward their showrooms and this will definitely hamper the sales, so Yamaha should take care of these things. POOR PROMOTIONAL CAMPAGIN: The Yamaha ads seen on electronic and print media are absolutely out of touch with the Indian culture and thought process. If we see that Bajaj and Hero Honda has produced a very good link with the Indian family and customers can easily recall their Ads by well know punch lines like HAMARA BAJAJ or HERO HONDA DESH KI DHADKAN-DHAK DHAK. Yamaha is also focusing on this as we can see the AD of YAMAHA ALBA. An Indian consumer irrespective of their income level has a soft corner for traditions and culture of India. Hence, all companies including market leaders like Hero Honda and Bajaj capitalize on this behavior of customers and design their ad campaigns keeping India in mind. * YOUTH ORIENTED PROMOTION: Yamaha claims that they target the customers of age group 18-25 but their ad never represents this so they should make such kind of AD where youth should taken in as centre of attraction. They should do this earliest to capture the market because vast majority of people depending on ads and friends as their chief sources of information about the products. AGGRESSIVE SELLING: The Company should follow an aggressive selling concept. A non-aggressive selling concept which is clearly visible in its advertising campaign which does not hit on the customer rather aims to provide information in a subtle manner. These days they have hit on the right target as we can prove through our survey that people who purchased YAMAHA FZS, 54% people have seen the TVCF of Yamaha before purchasing the bike. Emotion al advertising which is the norm in India and which is very successful is not followed. INDIAN BRAND AMBASSADOR: The Company’s brand ambassador is VALENTINO ROSSY earlier we had JOHN ABRAHAM too but now YAMAHA does not have any Indian brand ambassador as compared to its competitors like Hero Honda who have Hrithik Roshan doing their ads and M. S. Dhoni doing the job for TVS. It is necessary for Yamaha to have a brand ambassador from India to connect with the Indian customer. * VARIETY IS NEEDED TO BE PROVIDED: Yamaha at the moment has a very weak product portfolio and its products are not that visible in the market or displays in dealerships except the Gladiator and now R15. The lack of product range visibility in dealerships and in the media and advertisements is adversely affecting the brand of Yamaha. If a customer want to switch from one bike to another Yamaha is not providing them options so here Yamaha should work to maintain their loyal customers. Yamaha should maintain and produce the bikes in quarterly or half yearly so that customers can avail options. * BRAND EXPOSURE SHOULD BE INCREASED OR TO TAP THE NICHES : There is a large market of unsatisfied customers in India. This effort would be in the direction to capture the unsatisfied customers and who are willing to change their brands on bike replacement. * FOCUSSED ADVERTISEMENT ON PRODUCT USP: The maximum demand among customers constituting the target market of India Yamaha Motors is for the power and style features of bikes. Hence, the company should produce products keeping the above factors in mind. CONCLUSION From the customers survey and desk research we conclude that:We are confident that we will continue getting technology from Yamaha , for its part, has also made similar statements. However, industry analysts do have doubts. Says an industry analyst, Yamaha’s track record in India does lead to some apprehensions. An analysis of Yamaha’s past tie-ups in India would prove so. This does throw up some questions with regards to the path ahead for Yamaha. These examples prove that Yamaha has always wanted to have its own entity, says another analyst. Most of the customers of Yamaha belong to congested areas. They mostly belong to middle class and are mostly officials/ executives. Thus, we conclude client has targeted the right segment . From the findings we conclude that a customers while purchasing a car, customers takes into consideration mainly fuel efficiency, good looks, low maintenance cost and reliability. The main competitors of Yamaha are bajaj Honda and herohonda The consumer preference basically depends upon wider network and better services. Customers are influenced more to buy a product by advertisements rather than dealer friend’s or family recommendations BIBLIOGRAPHY BIBLIOGRAPHY 1) Phillip Kotler; Principles of marketing, 7th Edition; Pearson Publication. ) Saxena and Rajan; Marketing Management; Tata McGraw Hill; 3rd Edition 3) Ramaswami, V. S. and Namakumari, S. ; Marketing Management; Macmillan India; 2002. 4) Batra Satish Kazmi SHH ; Consumer behaviour text cases; 1999. 5) Gupta, S. P. and Gupta, M. P. ; Business Statistics; 14th Edition; Sultan Chand Publications. 6) Robert W and Boockholdt, James L. ; Factors Leading To change in consumer behavior: A Study of Managers Perspectives; Cr eativity Research Journal, 11(4), Page No. 245-307; 1998. ANNEXURES SAMPLE QUESTIONNAIRE QUESTIONNAIRE (For FZ customers) Contact- Place: Model: cc: Date of purchase: 1. Name: 2. Age: 3. Marital status: a) married b) single 4. What is your occupation? a) Student b) Office employee c) Factory employee d) Shop owner e) Business Person f) Other: ________ . Monthly household income: a) Up to Rs. 10,000 b) Rs. 10,001-20,000 c) Rs. 20,001-40,000 d) Rs. 40,001-60,000 e) Rs. 60, 001-80,000 f) Rs. 80, 001-100,000 g) Above Rs. 100,000 6. How did you buy the MC? a) Cash b) Loan [D/P: ] 7. Who paid for your MC? a) Self b) Family c) Others: 8. Did you considered other motorcycle while buying this model? a) Yes b) No 9. Which model did you compare with? Model: cc: 10. Have you seen FZ 16 TVCF? a) Yes b) No 11. Have you seen FZ 16 newspaper advertisement? a) Yes b) No 12. Have you seen FZ 16 magazine advertisement? a) Yes b) No 13. Do you take information from internet blogs? a) Yes b) No Which blog? 14. What was the reason you finally purchased your Bike? a) Style/design b) Mileage c) Resale value d) Reputation of maker e) Riding comfort f) Pick up g) Controllability h) new technology i) Maneuverability j) Riding position k) Quality l) Color/ graphics m) Big vehicle size n) Durability o) Price p) Low maintenance q) After sales support r) others: _______ 5. Please specify your source of awareness for your Bike? a) TVCF b) Newspaper c) Magazine d) Showroom e) Family/Friends f) Mall display g) Road show/Test ride h) Website/Blogs i) Radio j) Hoardings k) Auto expo l) TV news m) Others_______ 16. Do you think Yamaha has improved after FZS and R15? a) Yes b) No 17. How does your friend say to your Motor Cycle? a) Trendy b) Macho c) Stylish d) Low Mileage e) After sales service f) Poor Resale value g) Expensive spare parts h) Others______