ONESTOPSERVICETEAM:

• PIYUSHREE NAGRALE

• SIVARAJ KUMAR N Y

• THEJASWINI

• SANDHYA

• KEERTHIKA

7P’S: PRODUCT

• Customer Benefit Concept

• General automobile service - Two Wheeler

• Emergency repair works

• Pick up & delivery of vehicles

• Low cost with no compromise in quality

• Quick & relevant service

• Service at door step

• Membership benefits (free cleaning, regular periodic services and timely reminders for the same, discounted services)

• Service Concept

• Two wheeler Service, Maintenance & Repair service

• Service Form

• Our services are offered in the following forms

• Onsite Service through our personnel– Few services

• 24x7 Support at Call Centers, Servicing, Online

• Night Service – This is for customers who would need the bike the next morning, but comes at a premium charge

• Pre Booking Service

• Automobile Consulting - Highly qualified advisors to provide consulting services for their two wheelers

7P’S: PRODUCT

• Service Offer

• The following services will be offered at every service station

• Water Service

• Oil Change

• Overall service

• Minor repairs

• Bike Alterations

• Advisory Services

• Spare Parts Change

• Annual Maintenance Services – Plan in which initially the customer should make the payment for 10 services and he gets 2 services free of cost. Every month as per the convenience of the customer the vehicle is picked from the customer’s location, serviced and returned within 8 hrs. This 8 hour delivery service is offered only to customers who opt for AMS. This service will include FREE cleaning of the vehicles.

• Service Delivery

• All the services will be delivered by highly trained and experienced mechanics – Every mechanic will be picked after a series of tests and ensured to deliver high quality service to the end user availing the service

• The delivery will happen at any of “OneStopService” workshops across the city.

• Customer Touch points would include the following

• Workstations

• Phone Calls

• Internet Bookings

• Service Advisors

• Our Experienced Staff

7P’S: PRODUCT

Tangibles• Spare Parts – All are genuine with warranty

period

• Workstation

• Paints

• Oils

• Our Experienced Staff

• Service Advisors

Intangibles• Vehicle service and repairs

• Expert Advice

• Reliability

• Benefits to customers like discounts, free cleaning, timely delivery etc.

TOTAL PRODUCT CONCEPTGeneric Product• Vehicle Service & Spare parts replacement

Expected Product• Low Cost Service & Genuine Parts Replacement

Augmented Product• Free Pickup & Delivery of vehicle• AMC – Services, Consulting, Night Services• Pre-booking – Online & Call Center

Potential Product• Own Workstations• Customer Relationship Centers

PLACE

• Within city limits, 2-3 Workstations(owned by Mechanics) in every locality with extra workstations in densely populated localities.

• In the outskirts of the city, at least 1 Workstation will be available for every 5km

• An office with the back-end operation

PRICE

Minor Services: Fixed Pricing

Full Vehicle Services: Fixed Pricing

Vehicle Pick-up & Drop Facility: Free

Night Service: Premium Pricing

Part Replacement: Fixed Pricing

Annual Maintenance Service: Discounted Pricing

Consultation: Custom Pricing

PROMOTION

• 1-to-1 Customer MarketingWord-of-mouth

• Mobile Apps & Social MediaOnline Promotion

• For AMCAttractive Discounts

• Leading local news dailyAds in Print Media & related Publications

PHYSICAL EVIDENCE

• Spare Parts• Stickers• Keychain

Peripheral Evidence

• Service offered• Home delivery

Essential Evidence

PEOPLE

Service Personnel• Expert Mechanics• Backend Operators

Customers• Vehicle Owners

PROCESS

Possession Processing

Intermittent Processing

SERVICE TRIANGLE

OneStop Service

Company – OneStop Service

CustomerEmployees

– Workshop Franchisees

Ease of availability

24X7 service

Night Service

Genuine Parts (Credibility & Warranty)

External Marketing:

Selection of service provider

Training(Soft skills, technical)

Defining processes(using genuine parts sourced by stop service)

Recruitment to back-end office & Training

Internal Marketing:

Top Priority for 1 stop service customers

Timely Service

Behavioural etiquettes

Interactive Marketing

Website/Call• Near to Customer for all Services

Work station• Minor service- Near Company & Employee

• Full Vehicle Service- Middle of customer & “Company & Employee”• Night Service- Near Company & employee• Part Replacement- Near Company & employee• AMC- Near Company & employee• Consultation- No LOV

Line Of Visibility (LOV)

INDUSTRY ANALYSIS

Two Wheeler Industry

45%

20%

19%

8%8%

Market Share

Hero Honda Bajaj TVS Others

Two Wheeler – Service Centers

2007 - 2008 2008 - 2009 2009 - 2010 2010 - 2011 2011 - 2012 2012 - 2013

35% 38

%

45% 48

%

45%

44%

65%

62%

55%

52% 55

%

56%

2W- Service Center Customer Preference

Company Service Centers Local Workshops

• Target Segment• People looking for 2W service under brands but at a cheaper cost

COMPETITOR ANALYSIS

Key Competitors • All the 2W Manufactures provide free service for a

certain period

• Hero Moto Corp

• Honda Motorcycle and Scooter India

• Bajaj Auto Limited

• TVS Automobiles

• 2.5 to 4% is the share of revenue for these big players in service & spares replacement

• Beyond that they charge for every service at a premium

• Other Competitor – Local 2W Workshops

• Pricing Higher than our servicing

• Credibility - Lacking

Factors Contributing for Competitors

Credibility – Trust Factor

Threat of losing

genuine parts at local

workshops

No Warranty or Guarantee

THANK YOU… !!!