"In recent months, we have taken a number of initiatives to enhance the service capability of our network. We have focused on three critical aspects -- skilled manpower, system improvement for service by productivity and innovative practices. Our strategy is to increase service productivity as well as service quality at service workshops," Maruti Suzuki India Executive Officer (Service), Pankaj Narula.
Maruti Suzuki India Limited is seriously geared up to enhance its services segment in India. With a demand of 10 lakh cars in the country, the company has stepped up its initiatives in the services segment to render better customer satisfaction. It is looking at improving skilled manpower, system improvement and innovative practices to service its customers and upgrade its services segment.
"Around half of the gross profit of Maruti Suzuki sales and service dealership comes from workshops today. In 2007-08 this was around 40 per cent," Narula said. This is serious business for the company and according to the company spokesperson, it is important that it caters to demands to upgrade this segment. Maruti has 2774 workshops across 1319 cities. Out of these, 600 dealer workshops are especially designed as Express workshops and remaining are 2-Tech workshops. "Over 4,000 service technicians have been certified for different levels so far. The company has plans to certify a similar number of technicians for their skills during 2009-10," it said.
