A

Project Report

On

STUDY OF CUSTOMER SATISFACTION

FOR

JP HYUNDAI MOTORS LIMITED

Submitted in Partial Fulfillment for the Award of the

Degree of Bachelor of Business Administration 2014-2017

Under the Guidance of: Submitted By:

Mr.D.N.SINHA JAGJIT SINGH

( HR Manager ) ( Batch 2014-17 )
JP Hyundai , Ranchi
 DECLARATION

I, undersigned honestly declare that, this project titled for JP HYUNDAI LTD. Is

ageniune and bonafide project prepared by me and submitted to the Director, Gossner

collage, club road, Ranchi, Jharkhand in Partial Fulfilment of BBA.

The Project work is orginal and conclusions drawn here are based on the data collected

by myself.

To the best of my knowledge, the matter presented in this project has not been submitted

for award of any degree, diploma, or membership either to this or any other institute or

university.

DATE : SIGNATURE

PLACE :

JAGJIT SINGH

ACKNOWLEDGEMENT
It gives me immense pleasure to introduce my project work entitled “ STUDY OF
CUSTOMER SATISFACTION AT JP HYUNDAI”
I take this opportunity to express my gratitude to all those who helped me in completion
of my project successfully. I am grateful to MR.D.N.SINHA for giving me the
opportunities and helping me for completing my project and giving their valuable time.

I sincerely thank my esteemed guide PROF.SURENDERNATH

PARAJAPATI for his valuable guidance and co-operation rendered to me throughout
the project report. It would not have been possible for me to complete this project
without their meticulous guidance and suggestion..

PROF.SURENDERNATH PARAJAPATI
I give my sincerely thanks to
(COLLEGE PROJECT GUIDE OF GOSSNER COLLEGE) and
MR. S. K. ECKA (PRINCIPAL OF GOSSNER COLLEGE) for
giving their valuable contribution, co-operation and guidance from time to time for
completion of this project. Last but not the least I would like to thank my parents, friends,
colleagues and the staff of JP Hyundai ltd. Ranchi, who directly or indirectly help me
during the course of project without which project would have been a Herculean task..

JAGJIT SINGH

BBA 2014-2017

EXECUTIVE SUMMARY

Automobiles have become an indispensable part of our lives, an extension of The human
body that provides us faster, cheaper and more convenient mobility every passing day.
Behind this betterment go the efforts of those in the industry, in the form of improvement
through technological research. The Indian automotive component industry is dominated
by around 500 players which account for more than 85% of the production. Hyundai
Motor Co. was established as an independent Company in 1947.This project on Hyundai
tells us about the satisfaction level of consumers with The Hyundai. Firstly Introduction
about The Automobile Industry has been explained in this project. As a joint venture
between Group and Hyundai Motor Corporation, Hyundai Motor Limited (TKM) aims
to play a major role in The development of The automotive industry and The creation of
employment opportunities, not only through its dealer network, but also through ancillary
industries. Hyundai Motor Limited firmly believes that The success of this venture
depends on providing high quality products and services to all valued customers through
The efforts of its team members. Hyundai Motor Limited, along with its dedicated dealers
and suppliers, has adopted The "Growing Together" philosophy of its parent Company
TMC to create long-term business growth. In this way, Hyundai Motor Limited aims to
further contribute to progress in The Indian automotive industry, realize greater
employment opportunities for local citizens, improve The quality of life of The team
members and promote robust economic activity in India. The next phase looks upon The
research carried out for analyzing The response towards Hyundai. This has been done by
conducting a survey.

After conducting the survey it was observed that most of The Hyundai owners were
satisfied with their services and its maintenance. The designing and interiors are most
liked by The customers but few people also want it to be more affordable.

TABLE OF CONTENTS

Page No.

Chapter 1 Introduction about The Industry

Chapter 2 About The Organization

Chapter 3 Research Methodology

3.1 Objectives of The Study

3.2 Methodology

3.3 Limitation of Study

Chapter 4 Findings and Analysis

4.1 Findings from Primary Data

Chapter 5 Conclusion

Chapter 6 Recommendations

ANNEXURE
Annexure I Questionnaire

Annexure II Product Mix of Hyundai

Bibliography
 CHAPTER 1

Introduction about the Industry

Introduction

The automotive industry in India is one of the largest in the world with an
annual production of 23.96 million vehicles in FY (fiscal year) 2015–16, following
a growth of 2.57 per cent over the last year. The automobile industry accounts for
7.1 per cent of the country's gross domestic product (GDP). The Two Wheelers
segment, with 81 per cent market share, is the leader of the Indian Automobile
market, owing to a growing middle class and a young population. Moreover, the
growing interest of companies in exploring the rural markets further aided the
growth of the sector. The overall Passenger Vehicle (PV) segment has 13 per
cent market share.

India is also a prominent auto exporter and has strong export growth
expectations for the near future. In FY 2014–15, automobile exports grew by 15
per cent over the last year. In addition, several initiatives by the Government of
India and the major automobile players in the Indian market are expected to
make India a leader in the Two Wheeler (2W) and Four Wheeler (4W) market in
the world by 2020.

Market Size

The industry produced a total 14.25 million vehicles including PVs, commercial
vehicles (CVs), three wheelers (3W) and 2W in April–October 2015, as against
13.83 in April–October 2014, registering a marginal growth of 3.07 per cent, year-
to-year.

The sales of PVs grew by 8.51 per cent in April–October 2015 over the same
period in the previous year. The overall CVs segment registered a growth of 8.02
per cent in April–October 2015 as compared to same period last year. Medium
and Heavy Commercial Vehicles (M&HCVs) registered very strong growth of
32.3 per cent while sales of Light Commercial Vehicles (LCVs) declined by 5.24
per cent during April–October 2015, year-to-year.

In April–October 2015, overall automobile exports grew by 5.78 per cent. PVs, CVs,
3Ws and 2Ws registered growth of 6.34 per cent, 17.95 per cent, 18.59 per cent and 3.22
per cent, respectively in April–October 2015 over April–October 2014.

INVESTMENT

In order to keep up with the growing demand, several auto makers have started investing
heavily in various segments of the industry during the last few months. The industry has
attracted foreign direct investment (FDI) worth US$13.48 billion during the period April
2000 to June 2015, according to data released by Department of Industrial Policy and
Promotion (DIPP).
Some of the major investments and developments in the automobile sector in India are as
follows:

 Global auto maker Ford plans to manufacture in India two families of engines by
2017, a 2.2 litre diesel engine code-named Panther, and a 1.2 litre petrol engine code-
named Dragon, which are expected to power 270,000 Ford vehicles globally.
 The world's largest air bag suppliers Autoliv Inc, Takata Corp, TRW
Automotive Inc and Toyoda Gosei Co are setting up plants and increasing capacity in
India.
 General Motors plans to invest US$1 billion in India by 2020, mainly to increase
the capacity at the Talegaon plant in Maharashtra from 130,000 units a year to
220,000 by 2025.
 US-based car maker Chrysler has planned to invest Rs 3,500 crore (US$525
million) in Maharashtra, to manufacture Jeep Grand Cherokee model.
 Mercedes Benz has decided to manufacture the GLA entry SUV in India. The
company has doubled its India assembly capacity to 20,000 units per annum.
 Germany-based luxury car maker Bayerische Motoren Werke AG's (BMW) local
unit has announced to procure components from seven India-based auto parts makers.
 Mahindra Two Wheelers Limited (MTWL) acquired 51 per cent shares in France-
based Peugeot Motorcycles (PMTC)

Government Initiatives
The Government of India encourages foreign investment in the automobile sector and
allows 100 per cent FDI under the automatic route.
Some of the major initiatives taken by the Government of India are:

 The Government of India aims to make automobile manufacturing the main driver
of "Make in India" initiative, as it expects the passenger vehicles market to triple to
9.4 million units by 2026, as highlighted in the Auto Mission Plan (AMP) 2016-26.
 In the Union budget of 2015-16, the Government has announced plans to provide
credit of Rs 850,000 crore (US$127.5 billion) to farmers, which is expected to boost
sales in the tractors segment.
 The government plans to promote eco-friendly cars in the country—i.e. CNG-
based vehicles, hybrid vehicles, and electric vehicles—and also to make mandatory 5
per cent ethanol blending in petrol.
 The government has formulated a Scheme for Faster Adoption and Manufacturing
of Electric and Hybrid Vehicles in India, under the National Electric Mobility
Mission 2020, to encourage the progressive introduction of reliable, affordable, and
efficient electric and hybrid vehicles into the country.
 The Automobile Mission Plan (AMP) for the period 2006–2016, designed by the
government is aimed at accelerating and sustaining growth in this sector. Also, the
well-established Regulatory Framework under the Ministry of Shipping, Road
Transport and Highways, plays a part in providing a boost to this sector.

Auto Components Production Range In India

Introduction
The Indian auto-components industry has experienced healthy growth over the last few
years. Some of the factors attributable to this include: a buoyant end-user market,
improved consumer sentiment and return of adequate liquidity in the financial system.
The auto-components industry accounts for almost seven per cent of India’s Gross
Domestic Product (GDP) and employs as many as 19 million people, both directly and
indirectly. A stable government framework, increased purchasing power, large domestic
market, and an ever increasing development in infrastructure have made India a
favourable destination for investment.

Market Size
The Indian auto-components industry can be broadly classified into the organised and
unorganised sectors. The organised sector caters to the Original Equipment
Manufacturers (OEMs) and consists of high-value precision instruments while the
unorganised sector comprises low-valued products and caters mostly to the aftermarket
category.
Over the last decade, the automotive components industry has scaled three times to US$
39 billion in 2015-16 while exports have grown even faster to US$ 10.8 billion. This has
been driven by strong growth in the domestic market and increasing globalisation
(including exports) of several Indian suppliers.
The Indian Auto Component industry is expected to grow by 8-10 per cent in FY 2017-
18, based on higher localisation by Original Equipment Manufacturers (OEM), higher
component content per vehicle, and rising exports from India, as per ICRA Limited.
According to the Automotive Component Manufacturers Association of India (ACMA),
the Indian auto-components industry is expected to register a turnover of US$ 100 billion
by 2020 backed by strong exports ranging between US$ 80- US$ 100 billion by 2026,
from the current US$ 11.2 billion.

Government Initiatives
The Government of India’s Automotive Mission Plan (AMP) 2006–2016 has come a long
way in ensuring growth for the sector. It is expected that this sector's contribution to the
GDP will reach US$ 145 billion in 2016 due to the government’s special focus on exports
of small cars, multi-utility vehicles (MUVs), two and three-wheelers and auto
components. Separately, the deregulation of FDI in this sector has also helped foreign
companies to make large investments in India. The Government of India’s Automotive
Mission Plan (AMP) 2016–2026 envisages creation of an additional 50 million jobs along
with an ambitious target of increasing the value of the output of the sector to up to Rs
1,889,000 crore (US$ 282.65 billion).

Road Ahead
The rapidly globalising world is opening up newer avenues for the transportation
industry, especially while it makes a shift towards electric, electronic and hybrid cars,
which are deemed more efficient, safe and reliable modes of transportation. Over the next
decade, this will lead to newer verticals and opportunities for auto-component
manufacturers, who would need to adapt to the change via systematic research and
development.
The Indian auto-components industry is set to become the third largest in the world by
2025. Indian auto-component makers are well positioned to benefit from the globalisation
of the sector as exports potential could be increased by up to four times to US$ 40 billion
by 2020.

Conclusions

The Indian automobile market is estimated to become the third largest in the world by
2016 and will account for more than 5 per cent of the global vehicle sales. The auto
components sector has been observing robust growth, and turnover is anticipated to reach
US$ 115 billion by FY21 from US$ 35.1 billion in FY14. India's exports of auto
components could account for as much as 26 per cent of the market by 2021.

Favourable government policies such as Auto Policy 2002, Automotive Mission Plan
2006-2016, National Automotive Testing and R&D Infrastructure Projects (NATRiPs),
have helped the Indian auto components industry achieve considerable growth.

India is emerging as global hub for auto component sourcing. A cost-effective

manufacturing base keeps costs lower by 10-25 per cent relative to operations in Europe
and Latin America. Relative to competitors, India is geographically closer to key
automotive markets like the Middle East and Europe. Global auto component players are
increasingly adopting a dual-shore manufacturing model, using overseas facilities to
manufacture few types of components and Indian facilities to manufacture the others.
 CHAPTER 2

About The Organization

COMPANY PROFIL

1.1 ABOUT HYUNDAI MOTORS INDIA LIMITED

 Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai
Motor Company (HMC). HMIL is the largest passenger car exporter and the
second largest car manufacturer in India. It currently has ten car models across
segments – Eon, i10, Grand i10, Elite i20, Active i20, Xcent, Verna, Creta,
Elantra, Tucson and Santa Fe. HMIL’s fully integrated state-of-the-art
manufacturing plant near Chennai boasts advanced production, quality and testing
capabilities.

HMIL forms a critical part of HMC’s global export hub. It currently exports to
around 87 countries across Africa, Middle East, Latin America, Australia and the
Asia Pacific. HMIL has been India’s number one exporter for the last 10 years
consecutively. To support its growth and expansion plans, HMIL currently has
475 dealers and more than 1,226 service points across India. In its commitment to
provide customers with cutting-edge global technology, Hyundai has a modern
multi-million dollar R&D facility in Hyderabad. The R&D center endeavours to
be a center of excellence in automobile engineering.

1.2 COMANY’S HISTORY

HMIL's first car, the Hyundai Santro was launched on 23 September 1998 and was a
runaway success. Within a few months of its inception HMIL became the second largest
automobile manufacturer and the largest automobile exporter in India. Hyundai Motor
India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company (HMC),
South Korea and is the largest passenger car exporter and the second largest car
manufacturer in India. HMIL presently markets 10 models - Eon, Grand i10, Xcent, Elite
i20, i20 Active, Verna, Elantra, Creta, Tucson and Santa Fe.

HMC has set up a research and development facility (Hyundai Motor India Engineering –
HMIE) in the cyber city of Hyderabad.
As HMC’s global export hub for compact cars, HMIL is the first automotive company in
India to achieve the export of 10 lakh cars in just over a decade. HMIL currently exports
cars to more than 87 countries across EU, Africa, Middle East, Latin America, Asia and
Australia. It has been the number one exporter of passenger cars of the country for the
eighth year in a row.

To support its growth and expansion plans, HMIL currently has 475 strong dealer
network and more than 1,226 strong service points across India, which will see further
expansion in 2017.

In July 2012, Arvind Saxena, the Director of Marketing and Sales stepped down from the
position after serving the company for 7 years.

1.3 COMPANY’S VISION

The company’s motto is “Innovation for Customers”. The company’s vision is five core
strategies: global orientation, respect for human values, customer satisfaction, technology
innovation, and cultural creation. They have a desire to create an automobile culture of
putting customer first via developing human–centered and environment–friendly
technological innovation.

The company’s strive’s to create a more affluent lifestyle for humanity, and contribute to
the harmony and co-prosperity with shareholders, customers, employees and other
stakeholders in The automobile industry.

The spirit of creative challenge of the company has been a driving force in leading HMIL
to where it is today. It is the permanent key factor for HMIL to actively respond to change
in the company’s the management system and seek creative and self–innovative system.
The spirit of creative challenge, creates profits, The primary objective of a private
enterprise. Furthermore, the company’s takes responsibility for The environment and
society and provide benefits to all stakeholders including shareholders, customers,
executives, employees, suppliers, and communities.

1.5 MANUFACTURING FACILITIES

HMIL has two manufacturing plants in Sriperumbudur, Kanchipuram district, Tamil
Nadu.HMIL’s manufacturing plant near Chennai claims to have the most advanced
production, quality and testing capabilities in the country.[citation needed] To cater to rising demand,
HMIL commissioned its second plant in February 2008, which produces an additional
300,000 units per annum, raising HMIL’s total production capacity to 600,000 units per
annum.

Current Production Capacity with these 2 plants in Kancheepuram increased to 7,00,000

cars per year.

1.6 R&D CENTRE

Hyundai Motor India Engineering (HMIE) is a fully owned subsidiary of Hyundai Motor
Company, South Korea, which is located at Hyderabad, Telangana. HMIL established HMIE
in November 2006 and contributed to the development of Hyundai Motors' popular new
models for the Indian market starting with the Eon and followed now by the "i" series, and
also in SUV segments like the Creta.

Hyundai Motors' other overseas R&D centres are located in the United States, Germany,
Japan, Korea, and China.

1.7 SALES & SERVICE NETWORK

HMIL has 475 dealers and more than 1,226 service points across India.[4] HMIL also operates
its own dealerships known as Hyundai Motor Plazas in large metros across India. HMIL has
the second largest sales and service network in India after Maruti Suzuki.

Hyundai Motor India Limited Annual Sales

Year Domestic sales Exports Total

1998 8,447 0 8,447

 Hyundai Motor India Limited Annual Sales

Year Domestic sales Exports Total

1999 17,627 20 17,647

2000 82,896 3,823 86,719

2001 87,175 6,092 93,267

2002 1,02,806 8,245 111,051

2003 1,20,325 30,416 150,741

2004 1,39,759 75,871 215,630

2005 1,56,291 96,560 252,851

2006 1,86,174 1,13,339 299,513

2007 2,00,411 1,26,749 327,160

2008 2,45,397 2,43,919 489,316

2009 2,89,863 2,70,017 559,880

2010 3,56,717 2,47,102 603,819

 Hyundai Motor India Limited Annual Sales

Year Domestic sales Exports Total

2011 3,73,709 2,42,330 616,039

2012 3,91,276 2,50,005 641,281

2013 3,80,000 2,33,260 613,260

2014 4,10,000 1,91,221 601,221

2015 4,76,001 1,67,268 6,43,269

2016 5,00,537 1,61,517 6,62,054

1.8 EXPORTS

HMIL currently exports vehicles to over 92 countries across Africa, Middle East,
Latin America, Australia and Asia. It has been India’s number one exporter for the last
10 years consecutively. HMIL has been consecutively awared "Top Exporter Of The
Year" for 10 years by EEPC.The Highest Exported volume was 2,70,017 in year 2009.
1.9 SALES PROMOTION

Hyundai Motor India Ltd (HMIL), the country’s second largest car manufacturer and the
largest passenger car exporter, registered 4.6% growth in exports for the month of May
2013. The domestic sales accounted for 32,102 units and exports stood at 24,754 units.
sales 476000 in 2015 domestic sales 17.1% market share.
In 2016 It sold 30K units more thereby hitting the 5 lakh mark. Hence domestic sales
stood at 500537 which is an increase by 5.2% compared to last year,with 17.13% market
share. "2016 has been an Year of Excellence for Hyundai in India achieving various
milestones – Celebrating 20 years in India, the roll out of 7 Millionth car in
November'16, crossing the 5 lakh domestic sales in CY2016 and the fastest 50,000 unit
sales in the month of October," YK Koo, MD & CEO, Hyundai Motor India said, in a
statement
Introduction of JP Hyundai:

JP Hyundai was started as a unit of Rama Auto Dealers PVT.LTD. Initial capital invested
by JP Hyundai was 6 crores. More than 100 employees were employed by this
organization.

After analysis the organization came to know that the employees need training to execute
the job properly, so the organization started training and development program which
enhanced the capabilities of employees. Afterwards the organization measured the
performance of employees.

As a result, employees whose performance was regularly unsatisfactory were dropped out
from the organization. Currently 85 employees are working with greater efficiency.

The organization deals with supply of Hyundai cars of different models such as Santro,
i10, i20,Grand i10, Accent, Verna, and . It is running successfully under the guidance of
Hon.

The organization has captured market up to 10% in the first year itself. The turnover of
JP Hyundai is about 15 crores.

Company Profile:

Name of organization JP Hyundai

Year of Establishment 2011-12
Nature of Business Dealer
Number of Employees 85 People
Turnover 15 Crore Approx.
Address Opp.OTC Ground, Piska More,Ratu Road,
Ranchi- 834005 (Jharkhand )
Director Mr.Raju Chowdhary
General Manager Mr. D.N.Sinha
Areas of marketing Ranchi

Departments:
JP Hyundai is concerned with number of activities such as sales, marketing,
administration, etc. for running the organization successfully it is very necessary
to handle all the activities in a proper manner.

Another problem faced by the organization is to sustain in the competitive

market. In such cut throat competition they need to prove themselves better than
the existing competitors thus Jaya Hyundai has segregated their work in to
different departments such as

1. Sales department.
2. Service department.
3. Spares and parts department.
4. Accident department.
5. Administration department.
6. Accounts department.
7. Insurance Department.

Sales department:

“A good sales organisation is one wherein the functions or departments have

each been carefully planned and co-ordinated towards the objectives of putting
the product in the hands of the consumer, the whole effort being efficiently
supervised and managed so that each function is carried out in the desired
manner.”

The sales department is concerned with all the activities which are necessary for
marketing & sale. It has several employees working under the direction & control
of the sales manager.

Each person in the department, is assigned a particular type of job according to

his qualification and calibre. This will ensure that the department works smoothly.
The sales department has to be organized well, because, the future of the firm
depends on it, to a great extent.
Objectives of sales organization:

1. To make the plan for purchases.

2. To create demand for the products.
3. To handle the received orders efficiently.
4. To collect the dues in time.
5. To handle the tasks of personnel management.
6. To reconcile the complaints.
Importance of sales organization:
1. Proper sales planning.
2. Proper co-ordination of sales activities.
3. Successful sales and increase in profits.
4. Creating demands.
5. Handling of sales routine and collection of dues.
6. Supervision and control.

Sales Procedure:
JP Hyundai has framed sales process through which sales should be done in a
proper way. It consists of different processes such as:
1. Prospect finding.
2. Need analysis.
3. Objection handling.
4. Negotiations.
5. Closing and finalizing the deal.
6. Delivery of the product.
7. After sales service.

1. Prospect finding:

The very first step of selling procedure is to find the prospective customers. JP
Hyundai has to find their customers therefore they perform various activities such
as sales promotional activities, road shows, demonstrations, advertising through
medias, papers, banners, pamphlets, etc. Sometimes customers come through
reference of their friends, family members, etc. some customers are existing
customers and some are walk- in customers.
 2. Need analysis:

The next step carried out by this organization is to analyze the need of the
customers. The consultants have to understand the need of the customers by
asking few questions within specified time (10-15min) according to norms of
Hyundai.
i. Have you owned any car before?
ii. How many members are there in your family?
iii. Product usage?
iv. Frequency of using the product? etc.

3. Objection handling:

Objection handling is one of the most important tasks because the respective
consultant must have complete knowledge of their product as well as
competitor’s product. The consultant has to prove their product better than
competitor’s product but at the same time he should not degrade the competitor’s
product.
Another most important aspect during this process is to take care of the
company’s profit as well as customer’s interest.

4. Negotiation:

The next task performed by the sales team is to negotiate the terms of sale
such as documentation, mode of payment, loan, schemes & offers, charges such
as insurance, RTO, tax, etc.

5. Finalizing the deal:

In this process final product is selected by the customers and all the attributes
and formalities are completed regarding it such as all the documents are verified,
schemes, policies are accepted by the customer, invoice is made, payment is
done and the date of delivery is given to the customer.
 6. Delivery of the goods:

This is the last step in the process of the sales. In Hyundai delivery of goods is
done in a different way the consultant and the sales manager cooperate the
customer by providing the facility of ‘pooja’ in showroom itself and gives all
general information for the use of the product. Then the manager gives the
customer a memorable gift in the form of picture.

7.Service Department:
American Marketing Association in 1960 defined services as, “activities, benefits
or satisfaction which are required for sales, or provided in connection with the
sale of goods.” This definition took a very limited view on services as it proposed
that services are offered only in connection with the sale of goods.
The other definition which are proposed, in 1963, by Regan suggested that
“services represented either intangibles yielding satisfaction directly
(transportation, housing), or intangibles yielding satisfaction jointly when
purchased either with commodities or other services (credit, delivery)”.
Services are by and large “activities” or they are series of activities rather than
things. As a result services are intangibles. They take a place in the interaction
between the customer and the provider, which means that services are produced
and consumed simultaneously. Customer has a role to play in the production
process as the services are provided in response to the problems of customer
and solution.
Manufacturer recommended parts are an important part of maintaining your
vehicle’s optimum performance. At JP Hyundai, we offer the same high quality
parts your vehicle was built with, and we keep a large inventory of certified parts
in stock at our facility.
The JP Hyundai service department strives for 100% customer satisfaction. From
repairs to general maintenance such as oil changes to major repairs, let Jaya
Hyundai service your vehicle.
 Our commitment to customer service is second to none. We offer one of the
most comprehensive parts and service department in the automotive industry.

Rules and regulation for free servicing:

 1st free servicing will be done after 2 months from the date of purchase or
in between 1200km-1500km.

 2nd free servicing will be done after 6months or in between 9000km-

10000km.

 3rd free servicing will be done after 1 year or in between 19000km-

20000km.

Three free servicing are provided by Jaya Hyundai.

Rules and regulations for paid servicing:

 Paid servicing given by Hyundai is up to 2 years from the date of purchase
or up till the duration of warranty.

Procedure of servicing:
The department has framed a systematic procedure for paid and free servicing.
The customer has to fill up the service form provided by the department such as
personal details, product information, problems related with the product, etc.

Service department:
Responsibilities of service manager
1. To check the performance of all workers of both workshop and
parts section.
 2. To report to the Managing Director regarding the performance and discipline of
all employees under him.
3. To check the proper dischargement of duties of all employees under him.
4. To check all reports.
5. To maintain a cordial and disciplined working atmosphere in the workshop
premises.
6. To guide all employees under him in hours of need.
7. To check and minimize customers dissatisfaction and complaints.
8. To order all requirements of the workshop after permission from the Managing
Director.

Responsibilities of service advisor: -

1. Receiving and advising customers.
2. Supervising the works for timely completion of repair orders.
3. Explanation of completed works to the customers.
4. Checking with securities all customers’ belongings satisfaction.
5. Involving to the maximum extent to check for total customer’s satisfaction.
6. Opening repair orders with required help.
7. Checking PSF records regularly to check the drawbacks.
8. Taking trials of vehicle before and after delivery with customers.(if possible)
9. Completing all the paper works timely.
10. Making strict quality control for customer’s satisfaction.
11. To check and maintain the cleanliness of the workshop.
12. To check the FRS cars everyday to be in order.
13. To check all the workshop equipments and tools order in order and proper
functioning.
14. To look after both the mechanical and body shops.

Responsibilities of Customer Relation Manager:

1. Check work ability of major washing, measuring equipments.
2. Inspect work bays, body bays, lub store.
3. Review pending vehicles for mechanical, body work, etc.
4. Review absenteeism status of technician, senior advisor, etc.
5. Last days list of short supply items.
6. Labor, parts, lubricants, body shop revenue and expenses.
7. Feedback from the customers.
8. Review meeting for the progress of the vehicle for the day.
Responsibilities of Technician:
1. To ensure completion of jobs in time and check quality of repairs.
2. To fill quality register and complete repair orders.
3. To ensure periodic maintenance of equipments.
4. To ensure use of SST’S.
5. To take road trials if required on case to case basis inspect vehicle as advised by
Service Advisor.
6. To organize movements of vehicles in and out of W.bays.
7. To complete inspection of vehicles before and after repairs.

Accident department:

This is one of the most important department in JP Hyundai. This department is designed
specially to look after the cars which are damaged in accident.
The type of work handle by this department is renovation, painting, denting and fittings.
It also deal with every damage of car.
In case of accident of any car 50% of charges are paid by insurance company and in case
of damage of fibre parts also 50%charges are beared by insurance company.
Spares and parts department:
In JP Hyundai another important department is spares and parts department. It
fulfills all the needs and wants of customer of each and every part of the vehicle.
Spares department is large enough to have each and every part of vehicle.
The working of spares and parts department is done woth the help of GDMS
such as stock reporting, issue of spares, ordering and procurement etc. spares
and parts are issued only on the demand of accident department and parts
department to the customers.
Hyundai has tie up with “Mobi’s” the organisation which provides all spares and
parts to each and every showroom all over India. All the parts are provided
through courier service, courier service is given by the supplier. The products are
packed in air pack boxes and all the products have paper coating to prevent from
damage. Another step taken to prevent from damage is insurance. All the goods
are insured by both the firm i.e. the supplier and JP Hyundai.
While ordering the products the firm send the bar codes of the products and
according the codes the supplier supply the products to the firm. Bar codes are
given to each and every product for easy identification. While issuing the product
from JP Hyundai they keep record of each and every product such as type of
product, colour and bar code of product.

Services Offered:

 Convenient appointment as per customer choice-No waiting at

service reception.

 Welcome Board to highlight appointments.

 Joint inspection of vehicle along with the customer.

 Good ambience at interactive bay and surroundings.

 Completion time is scheduled and agreed with customer.

 Availability of menu pricing-include cost of spares, labour and lubes.

 Total price agreed with customer upfront before starting the job.

 Customer lounge is clean and well equipped.

 Service advisor delivers vehicle to customer after explaining the

work carried out on the car and explanation of charges.
 Failed parts returned on customer pay jobs.

 Customers to receive call within a week of taking of the car from the
workshop.

 Vehicles are returned to customers in a clean condition

Corporate Philosophy
Management Philosophy

With the spirit of creative challenge, we will strive to create a more affluent lifestyle for
humanity, and contribute to the harmony and co-prosperity with shareholders, customers,
employees and other stakeholders in the automobile industry.

The spirit of creative challenge has been a driving force in leading HMC to where it is
today.
It is the permanent key factor for HMC to actively respond to change in the management
system and seek creative and self–innovative system. With the spirit of creative
challenge, we create profits, the primary objective of a private enterprise. Furthermore,
we take responsibility for the environment and society we belong to, and offer sustainable
mobility in order to implement our corporate philosophy and provide benefits to all
stakeholders including shareholders, customers, executives, employees, suppliers, and
communities. Vision We announced "Innovation for Customers" as our mid–to long–
term vision with five core strategies: global orientation, respect for human values,
customer satisfaction, technology innovation, and cultural creation. We desire to create an
automobile culture of putting customer first via developing human–centered and
environment–friendly technological innovation.

Management Policy
Based on a respect for human dignity, we make efforts to meet the expectations of all
stakeholders including customers and business partners by building a constructive
relationship amongst management, labor, executives and employees. Also, we focus on
communicating our corporate values both internally and externally, and gaining
confidence from all stakeholders.
Mid-and Long-term Strategies. We developed five mid–and long–term strategies: global
management, higher brand values, business innovation, environmental management, and
strengthening product competitiveness. Especially, we selected environmental
management as one of our strategies to meet the needs of our stakeholders and the society
we belong to. We also intend to promote sustainability development and preservation of
the enivorment…….

MARKETING

What is marketing?

There are many different definitions of marketing. Consider some of The following
alternative definitions:

“The all-embracing function that links The business with customer needs and wants in
order to get The right product to The right place at The right time”

“The achievement of corporate goals through meeting and exceeding customer needs
better than The competition”

“The management process that identifies, anticipates and supplies customer requirements
efficiently and profitably”

“Marketing may be defined as a set of human activities directed at facilitating and

consummating exchanges”

Which definition is right? In short, They all are. They all try to embody The essence of
marketing:

• Marketing is about meeting The needs and wants of customers;

• Marketing is a business-wide function – it is not something that operates alone from
other business activities;
• Marketing is about understanding customers and finding ways to provide products or
services which customers demand

To help put things into context, you may find it helpful to often refer to The following
diagram which summarises The key elements of marketing and Their relationships:
MARKETING CONCEPT AND ORIENTATION

It is a fundamental idea of marketing that organisations survive and prosper through

meeting The needs and wants of customers. This important perspective is commonly
known as The marketing concept.

The marketing concept is about matching a Company's capabilities with customer wants.
This matching process takes place in what is called The marketing environment.

Businesses do not undertake marketing activities alone. They face threats from
competitors, and changes in The political, economic, social and technological
environment. All These factors have to be taken into account as a business tries to match
its capabilities with The needs and wants of its target customers.

An organisation that adopts The marketing concept accepts The needs of potential
customers as The basis for its operations. Success is dependent on satisfying customer
needs.

What are customer needs and wants?

A need is a basic requirement that an individual wishes to satisfy.

People have basic needs for food, shelter, affection, esteem and self-development. Many
of These needs are created from human biology and The nature of social relationships.
Customer needs are, Therefore, very broad.

Customer needs are broad, customer wants are usually quite narrow.
A want is a desire for a specific product or service to satisfy The underlying need.

Consider this example:-

Consumers need to eat when they are hungry. What they want to eat and in what kind of
environment will vary enormously. For some, eating at McDonalds satisfies the need to
meet hunger. For others a microwave ready-meal meets the need. Some consumers are
never satisfied unless Their food comes served with a bottle of fine Chardonnay.

Consumer wants are shaped by social and cultural forces, The media and marketing
activities of businesses.

This leads onto another important concept - that of customer demand:

Consumer demand is a want for a specific product supported by an ability and

willingness to pay for it.

For example, many consumers around the globe want a Mercedes. But relatively few are
able and willing to buy one.

Businesses therefore have not only to make products that consumers want, but They also
have to make Them affordable to a sufficient number to create profitable demand.

Businesses do not create customer needs or The social status in which customer needs are
influenced. It is not McDonalds that makes people hungry. However, businesses do try to
influence demand by designing products and services that are

•Attractive
•Workwell
•Areaffordable
• Are available

Businesses also try to communicate The relevant features of Their products through
advertising and other marketing promotion.

MARKETING MIX

The marketing mix is generally accepted as The use and specification of The four Ps
describing The strategic position of a product in The marketplace. One version of The
origins of The marketing mix starts in 1948 when James Culliton said that a marketing
decision should be a result of something similar to a recipe. This version continued in
1953 when Neil Borden, in his American Marketing Association presidential address,
took The recipe idea one step further and coined The term 'Marketing-Mix'. A prominent
marketer, E. Jerome McCarthy, proposed a 4 P classification in 1960, which would see
wide popularity. The four Ps concept is explained in most marketing textbooks and
classes.

DEFINITION

Although some marketers have added other Ps, such as personnel and packaging, The
fundamentals of marketing typically identifies The four Ps of The marketing mix as
referring to:

Product -An object or a service that is mass produced or manufactured on a large scale
with a specific volume of units. A typical example of a mass produced service is The
hotel industry. A less obvious but ubiquitous mass produced service is a computer
operating system. Typical examples of a mass produced objects are The motor car and
The disposable razor.
Price – The price is The amount a customer pays for The product. It is determined by a
number of factors including market share, competition, material costs, product identity
and The customer's perceived value of The product. The business may increase or
decrease The price of product if other stores have The same product.

Place – Place represents The location where a product can be purchased. It is often
referred to as The distribution channel. It can include any physical store as well as virtual
stores on The Internet.

Promotion – Promotion represents all of The communications that a marketer may use in
The marketplace. Promotion has four distinct elements - advertising, public relations,
word of mouth and point of sale. A certain amount of crossover occurs when promotion
uses The four principal elements together, which is common in film promotion.
Advertising covers any communication that is paid for, from television and cinema
commercials, radio and Internet adverts through print media and billboards. One of The
most notable means of promotion today is The Promotional Product, as in useful items
distributed to targeted audiences with no obligation attached. This category has grown
each year for The past decade while most other forms have suffered. It is The only form
of advertising that targets all five senses and has The recipient thanking The giver. Public
relations are where The communication is not directly paid for and includes press
releases, sponsorship deals, exhibitions, conferences, seminars or trade fairs and events.
Word of mouth is any apparently informal communication about The product by ordinary
individuals, satisfied customers or people specifically engaged to create word of mouth
momentum. Sales staff often plays an important role in word of mouth and Public
Relations.

Broadly defined, optimizing The marketing mix is The primary responsibility of

marketing. By offering The product with The right combination of The four Ps marketers
can improve Their results and marketing effectiveness. Making small changes in The
marketing mix is typically considered to be a tactical change.
Making large changes in any of The four Ps can be considered strategic. For example, a
large change in The price, say from $19.00 to $39.00 would be considered a strategic
change in The position of The product. However a change of $131 to $130.99 would be
considered a tactical change, potentially related to a promotional offer.

MARKET RESEARCH

Market research is for discovering what people want, need, or believe. It can also involve
discovering how They act. Once that research is complete it can be used to determine
how to market your specific product. MR-Anywhere is a very good platform for market
research and analysis

For starting up a business There are a few things that are important:

Market information

Market information is making known The prices of The different commodities in The
market, The supply and The demand. Information about The markets can be obtained in
several different varieties and formats.

Examples of market information questions are:

Who are The customers?

Where are They located and how can They be contacted?

What quantity and quality do They want?

When is The best time to sell?

MARKET SEGMENTATION

Market segmentation is The division of The market or population into subgroups with
similar motivations. Widely used bases for segmenting include geographic differences,
personality differences, demographic differences, use of product differences, and
psychographic differences.

Market trends

The upward or downward movements of a market, during a period of time. The market
size is more difficult to estimate if you are starting with something completely new. In
this case, you will have to derive The figures from The number of potential customers or
customer segments.

But besides information about The target market you also need information about your
competitor, your customers, products etc. A few techniques are:

Customer analysis Risk analysis

Product research Choice Modeling

Advertising research Competitor analysis

 CHAPTER 3

Research Methodology
3.1 OBJECTIVES OF THE STUDY

1. To know the feedback of customers regarding the services which are being provided by
the company.

2. To understand the importance of client relationship.

3. To understand customer satisfaction regarding the products offered by the company.

4. To find out the problems faced by customer.

5. To know the customer satisfaction towards the after sales service offers by MGF
Hyundai.

3.2 METHODOLOGY

Research can be defined to be search for knowledge or any systematic investigation to

establish facts. The primary purpose for applied research is discovering interpreting and
The development of methods and systems for The advancement of human knowledge on
a wide variety of scientific matters of our world and The universe.

Research Methodology can be defined as:

The analysis of the principles of methods, rules, and postulates employed by a discipline;
The systematic study of methods that are, can be, or have been applied within a discipline
or

A particular procedure or set of procedures.

3.2.1 Population

The main emphasis of the study was on the customers of JP Hyundai in New Delhi.

3.2.2 Sample Design

Marketing research can classify in one of three categories:

Exploratory research

Descriptive research

Causal research

These classifications are made according to the objective of the research. In some cases
the research will fall into one of these categories, but in other cases different phases of the
same research project will fall into different categories.

Exploratory research has the goal of formulating problems more precisely, clarifying
concepts, gathering explanations, gaining insight, eliminating impractical ideas, and
forming hypotheses. Exploratory research can be performed using a literature search,
surveying certain people about their experiences, focus groups, and case studies. When
surveying people, exploratory research studies would not try to acquire a representative
sample, but rather, seek to interview those who are knowledgeable and who might be able
to provide insight concerning the relationship among variables. Case studies can include
contrasting situations or benchmarking against an organization known for its excellence.
Exploratory research may develop hypotheses, but it does not seek to test them.
Exploratory research is characterized by its flexibility.

● Descriptive research is more rigid than exploratory research and seeks to describe
users of a product, determine the proportion of the population that uses a product, or
predict future demand for a product. As opposed to exploratory research, descriptive
research should define questions, people surveyed, and the method of analysis prior to
beginning data collection. In other words, the who, what, where, when, why, and how
aspects of the research should be defined. Such preparation allows one the opportunity to
make any required changes before the costly process of data collection has begun.

There are two basic types of descriptive research: longitudinal studies and cross-sectional
studies. Longitudinal studies are time series analyses that make repeated measurements of
the same individuals, thus allowing one to monitor behavior such as brand-switching.
However, longitudinal studies are not necessarily representative since many people may
refuse to participate because of the commitment required. Cross-sectional studies sample
the population to make measurements at a specific point in time. A special type of cross-
sectional analysis is a cohort analysis, which tracks an aggregate of individuals who
experience the same event within the same time interval over time. Cohort analyses are
useful for long-term forecasting of product demand.

● Causal research seeks to find cause and effect relationships between variables. It
accomplishes this goal through laboratory and field experiments.

The research associated to my project is EXPLORATORY RESEARCH.

3.2.3 Sample Size

How many people should be surveyed? Large samples give more reliable results than
small samples. However, it is not necessary to sample the entire target population or even
a substantial portion to achieve reliable results.

Samples of less than 1 percent of a population can often provide good reliability given a
credible sampling procedure.

A customer-based survey was conducted in which 100 people were asked to fill the
questionnaire.

3.2.4 Sources of Information

Primary Sources

Secondary Sources

Primary Resources

Primary source, (also called original source), is a term used in a number of disciplines to
describe source material that is closest to the person, information, period, or idea being
studied.
Secondary Sources

In library and information science, historiography and other areas of scholarship, a

secondary source is a document or recording that relates or discusses information
originally presented elsewhere. A secondary source contrasts with a primary source,
which is an original source of the information being discussed. Secondary sources
involve generalization, analysis, synthesis, interpretation, or evaluation of the original
information.

3.2.5 Data Collection Tool

Primary Sources

Questionnaire – To analyze buying behavior and in order to gain an insight into the buyer
need-satisfaction level, a questionnaire was formulated and administered among 73
people.

3.3 LIMITATIONS OF THE STUDY

 The sample size is limited to 100 of respondent.

 Because the information collected from the customers by meeting them at their
working places, company service centers, the information extracted would not be
sufficient from the respondents.

 The opinion now about Hyundai may not be the same after some days because of
new entrants.

 The study is conducted for a period of 2 months.

 Measurement of customer satisfaction is a complex subject, which uses non-

objectives method, which is unreliable.
 CHAPTER 4

Findings and Analysis

I. ANALYSIS OF HYUNDAI CAR OWNERS AT JP ON THE BASIS OF
THEIR AGE GROUP.

Age Group Respondents

Upto 25 Years 10

26-35 Years 25

36-45 years 30

46-60 20

60 and above 15

Total 100
ANALYSIS:The maximum buyers of Hyundai cars as per the survey shows that the
customers from the age group of 25-35 and 36-45.The people from age group below 25
and above 60 are less buyers of the vehicle

II HANDLING OF QUERIES AT THE TIME OF DILEVERY

ANALYSIS:

Most of the customers, about 86%, were satisfied with the handling of the queries while
14% were dissatisfied with them.

III. INTERIOR OF THE CAR CLEAN AND UNDAMAGED AT TIME

OF DELIVERY.
ANALYSIS:

87% of the customers found car clean and undamaged at the time of delivery while 13%
found the car to be dirty or damaged.

IV. FAST , EASY AND CLEARLY EXPLAINED PAPERWORK.

NO
40%

YES
60%
ANALYSIS:

60% of the customers surveyed found the paperwork to be fast easy and clearly explained
while 40% found the paperwork as delayed and difficult.

V. ON TIME CAR DELIVERY WITHALL COMMITMENTS

FULFILLED,

100 85
80
60
40 15
20
0
YES NO
ANALYSIS:85% people received the car on time with all commitments fulfilled while
15% did not get the car on time.

VI. KNOWLEDGE AND BEHAVIOUR OF SALES CONSULTANT

ANALYSIS:

While 15% customers thought that the knowledge and behavior of the sales consultant
was excellent only 7% thought they were bad. 53% considered them good while 25%
rated them as average.

VII. EXPLANATION OF CAR FEATURES, WARRANTY AND

SERVICE SCHEDULE.
ANALYSIS:

22% customers thought that the car features warranty and service schedule was
excellently explained while 8% customers with dissatisfied. 52% considered them good
while 15% rated them as average.

VIII. NEW CAR DELIVERY EXPIRIENCE.

IX. POST SALES FOLLOW UP DONE REGULARLY.
X. RESPONSE TO COMPLAINTS QUICKLY.
XI. OVERALL EXPIRIENCE AT JP HYUNDAI
 SWOT ANALYSIS

Strengths:

 Convenient place.
 Change of genuine spare parts.

 Large space

 Quality service.

 Better after sales service.

  Attending complaints promptly.

 Maintaining customer relationship.

 More sales promotional activities.

Weaknesses:

 Thin mechanic force

 Weak competitive strategies.

 Lack of latest technology

 High maintenance cost.

 Delay in service

Opportunities:

 Established brand name.

 Increased purchasing power of Indian Consumer.

 Growing demand

 Launch of new products like i-30 in the pipeline.

Threats:

 Increased competition.
 Loss in market share.

 Lack of latest market information.

 CHAPTER-5

Conclusion

CONCLUSION

From the findings and analysis it is clear that Hyundai Car is highly preferred when
compared to the other brands of car in the same segment.
With the analysis through the survey conducted for a period of 45days in Ranchi on the
consumer satisfaction of Jp Hyundai Car Dealer, the findings and analysis shows that
80% of the consumers are happy with the dealer and also sales service and rest 20% of
them says that they are dissatisfied.

Since each customer is like an asset for an organization the company should try to
improve in the area of dissatisfaction.

We know that getting new customer is double the cost of retaining the old customer so
the company should focus on retaining the old customers whom a in the future purchase
the product or recommend others to purchase the product. Thus they help directly or
indirectly for the product sale.

Change is the only think to retain and attract the customers so the company should
identify the needs and dry to fulfill them.
 CHAPTER 6

Recommendations

RECOMMENDATIONS
Jp Hyundai should adopt defensive marketing strategy because as being one of the
largest car dealer in ranchi market.

Hyundai must adapt new technology and train their employees.

Hyundai should adopt an offensive marketing strategy for attracting customers.

Better relationship with customers

India is 11th largest passenger car market in the world. India is the second-biggest market
for small cars after Japan. It accounts for 60 percent of the domestic market. Jp hyundai
must bank upon this aspect.
 ANNEXURES

Annexure I – Questionnaire

Annexure II – Product Mix of Hyundai

Annexure I
Questionnaire

Name: ……………………………………………………………………

Address: ……………………………………………...........................

......................................................................................................

Contact Number: ………………………………………………….......

Age: ………………………………………………………………………

(Questionnaire will be used for academically only.)

QUESTIONS YES NO

1. Were all your queries handled during the delivery?

2. Were the interiors of the car clean and undamaged at the time of
delivery?

3. Was the paper work fast easy and clearly explained?

4. Was the car delivered on time with all the commitments fulfilled?

QUESTIONS BAD AVERAGE GOOD EXCELLENT

5. How was the knowledge and

behavior of sales consultant?

6. Were the car features, warranty

and service schedule properly
explained to you?
7. How was the ‘new car delivery
ceremony’ experience?
8. Were the post sales follow up done
regularly?

9. Was the response to your

complaints quick, if any??

Thank you so much for your time and support.

Annexure II
Product Mix of Hyundai

Hyundai Car Models

EON
I 10

Ex-Showroom Prices for DELHI Model Ex showroom prices (Rs)

i 10 1.1 IRDE

D-Lite (Solid) 347,645

Era (Metallic) 387,205

Magna (Solid) 398,085

I 20

Ex-Showroom Price for RANCHI

Model (Petrol) Ex showroom price (Rs)

i20 Era (BS IV) 453,934

i20 Magna (BS IV) 493,935

i20 Sportz Option (BS IV) 518,904

i20 Sportz (BS IV) 533,934

i20 Asta (BS IV) 575,439

i20 1.2L Asta (O) w/ Sunroof (BS IV) 620,394

i20 1.4L Asta AT (BS IV) 750,409

i20 1.4L Era (BS IV) 575,100

i20 1.4L Magna (BS IV) 615,099

i20 1.4L Sportz Option (BS IV) 640,102

i20 1.4L Sportz (BS IV) 655,100

i20 1.4 Asta (BS IV) 697,103

ACCENT

Ex-Showroom Prices for DELHI

Model Ex-Showroom Prices (Rs.)

Accent EXECUTIVE 499,900

Accent EXECUTIVE - LPG 536,699

VERNA

Ex-Showroom Price for DELHI

Model Ex-Showroom Price (Rs.)

Verna 1.6 VTVT (BS IV) 657,364

Verna 1.6 VTVT WITH AUDIO (BS IV) 675,804

Verna 1.6 SX VTVT (BS IV) 751,869

Verna 1.5 CRDi VGT (BS IV) 789,350

Verna 1.5 CRDi VGT WITH AUDIO (BS IV) 807,891

Verna 1.5 SX CRDi VGT (BS IV) 858,627

Verna 1.5 SX CRDi VGT AT (BS IV) 923,013

SONATA

Ex-Showroom Prices for DELHI

Model Ex-Showroom Prices (Rs.)

Sonata 2.4 MT FL with 6 Air Bag 1,463,478

Sonata CRDi (MT) With 6 Air Bag 1,612,300

Sonata CRDi (AT) With 6 Air Bag 1,713,994

BIBLIOGRAPHY
Bibliography

1) Books
Kothari, C.R. Research Methodology, 3rd edition, 1997, Vikas Publishing House Pvt. Ltd.,
New Delhi.

Kotler, Philip Marketing Management, 13th edition, 2009, Dorling Kindersley (India) Pvt.

Ltd., South Asia.

Varshney & Gupta; Marketing Management, Sultan Chand & Sons, 2005.

Gupta, S.L., Marketing Research, Excel Books, 2004.

Kotler & Armstrong; Principles of Marketing Management, Prentice hall India, 2003.

Aaker; Marketing Research, John Willey & Sons, 2001.

2) Newspapers

Times of India, 04/05/09, New Delhi

Times of India, 06/06/09, New Delhi

3) Websites

http://www.nytimes.com/2004/08/04/business/global-growth-gives-Hyundai-29-rise-in-
profit.html

http://money.cnn.com/magazines/fortune/fortune_archive/2007/03/19/8402324/index.htm
http://www.automobile.com/industry-report-Hyundai-plans-for-hybrid-alternative-in-100-
percent-of-models-in-future.html