Improve Customer Service In Hospitality Industry Tourism Essay

Improve Customer Service In Hospitality Industry Tourism Essay The main purpose of this report is to research the problems in customer service of hotel and promote substantive recommendations to solve the problems. The report comprises the special definition of service, analyses of problems and methods of solving the problems. In order to improve those weaknesses of customer service, this report also identifies some detailed strategies. 2.0 Introduction Along with rapid economic development, competition in hospitality industry is becoming more intense, and the customer service is becoming an important means of improving efficiency, building brand and expanding sales. The level of customer service will largely determine the outcome of competition. Guests check a hotel, buying not only the facilities, and guests have a dinner at the hotel, purchase is not limited to meals, more importantly, they want to receive high-quality and thoughtful service. Therefore, the hotels mission is to provide quality services for guests and to meet the needs of guests. It is common pursue of hotel manager that how to improve customer service quality and make the hotel in a dominant position in the fierce market. 3.0 Customer service definition Services can be defined as the sum of behavior effectiveness that hotel staff devoted their emotions to form with the basis of certain equipment and facilities and with the target of customers needs (Gavin B. and Gillian M., 2002). We can build a figure to explain the word service. Figure 1 As the figure 1 said that customer service contain eight means: smile, excellence, ready, viewing, inviting, creating, eye and giving (Joost P. M. Wouters, 2004). In fact, these are some of the dictionary explanation about service. It enables services definition more specific, more operational. It is a circle surrounding the center of hotel, and this circle form the definition of service. 4.0 Improving service quality is the survival basis for hotel Modern customer needs are diversified and personalized, and their requirements are also getting higher and higher. It requires the hotel starting from the customer needs and continuously improves service quality (Omar M. and Simon J. 2006). Fundamentally speaking, quality of service is the basis for survival and development of hotel. Competition among hotels, in essence, is the service quality competition. The reasons are as below: 1. Customers are sensitive to quality of service; 2. Customer satisfaction are positively related to service quality. 5.0 Customer service qualitys problems analysis 5.1 Level of service quality is low Many hotel staff lack of initiative. Smile service can not be carried out and lack of basic manners etiquette (Allan Yen-Lun Su, 2004), and the staff can not operate advanced equipments. Although the situation has been improved in recent years, it still does not meet customer satisfaction very well. 5.2 Lack of inter-departmental services co-ordination Hotel customer service products have the property of integrating and which is provided by different departments and staff. Hotel service quality is good or bad that depends on the degree of cooperation and coordination between different departments and staff. Many managers are more concerned with the performance of their departments, rather than the co-operation with other departments, the corresponding barrier will eventually rush the guests to turn to rival. 5.3 Service Quality Management is inefficient Hotel service quality products are not only the physical products, but also the intangible service. Intangible services principal is human-that is hotel staff  ¼Ã‹â€ Marianna Sigala, 2005). Regulating and controlling the conduct of staff is the fundamental way to improve the quality of services. 6.0 The implement measures to improve the quality of hotel customer service 6.1 Build support system of customer service level of hospitality industry Figure 2 (FL=foreign language skill OM=operation manage skill IK=information knowledge EK=etiquette knowledge) From the survey results, it is a must that strengthen the operation manage skill of high-star hotel staff, foreign language communication skills, as well as the growing populary information systems management knowledge and so on. Hotel should build the certification system of hotel industry staff training that implement a voluntary system of taking examination to post. Through scientific training, help new employees master certain amount of hotel industry business knowledge. 6.2 Hotel managers should strengthen awareness service quality The quality of customer service the centeral work in hotel daily management, thus all staff should have a sense of quality and managers must establish the concept of service quality. Only managers taken root deeply in the concept of customer service quality can he regard quality as the lifeblood of enterprises, and make staff recognize the importance of customer service quality (Ling-Feng Hsieh and Li-Hung Lin, 2008). 6.3 Establish perfact service quality management system Establish the organization of customer service quality management. Hotel should set up specialized organization of customer service quality management as ensuranment of service quality system. Specifically, it is that establish comprehensive, scientific and rational, and controlled service control system, and bring the hotel quality activities into a unified quality management system through a certain rules, methods and procedures. Make out quality standards and quality objectives. Hotel should make specific standards to daily management of each service item and service sectors, and make work norms and procedures to make employee have the rule to comply with. Hotel can accurately record service process of different positions and sectors, and then analysis carefully, further improve service according to quality manage requirement, finally rationalize it, and defined it with the form of text and graphics and then form a service program. 6.4 Implementing a system of first-staff being in charge As far as customers concerned, they visit hotel and spend money just for buying service, and they do not have interest in understand that with which thing they can turn to which person for help. They have the right to believe that any employee represents hotels and should solve problem for them. So this system means, any hotel staff working in the post, who is the first to be consulted by customers, will be the main person in charge of solving problems and request of guests (C. F. Cheung and W. B. Lee, 2003). 7.0 Conclusion In conclusion, many hotels need to improve customer service level. Therefore, control and review is required when implementing administration and marketing activities. The hotel has to establish business goals for controlling and reviewing.

We Need Hate Crime Legislation Essay -- racism, prejudice

Hate crime is one of the biggest issues many people face today. Whether or not they should be legislated against has been highly debated and continues to be a hot topic. This essay will explain the ideas and opinions of several authors including Charley Reese, Michael Lieberman, Helen Dodge, Gregory S. Parks, Shayne E. Jones and Samuel Francis. It will also elaborate on the topic of why hate crimes should be legislated against, with supporting information. The phrase â€Å"hate crime† is generally referred to as a criminal act against a person, a group, or property because of one’s race, religion, gender, or sexual orientation (Civil Rights- Hate Crimes- Overview). A person who experiences a hate crime may be threatened, harassed, physically harmed, or even killed. In order to ensure protection, laws have been established by society against those who commit hate crimes. There is a lot of debate among the general public about laws that should not punish people more harshly based on the motivation of their crime; instead, a criminal should only be punished for the crime committed. However, the motive behind a crime is often more significant than the crime itself. For example, if a black family moves into an area where the majority of the people are white and a group of white teenagers vandalize the property, they would be charged with vandalism. However, if after vandalizing the property they spray paint the word â⠂¬Å"nigger† on the garage door, they would most likely be found guilty of some sort of racial hate crime involving vandalism. While both of these actions are considered crimes, the motive behind the racial crime should be taken into consideration when the punishment is issued. One might say that the motive was ... ...on | Education Book Publishing | Academic Textbooks. Web. . â€Å"Hate Crime† Laws Change the Law (Francis 141 & 142) Keyes, Jere. "Hate Crime Legislation: An Essay | Blind Prophecy." Blind Prophecy | Jere Keys Online. 11 Feb. 2009. Web. 26 Apr. 2011. . "About Hate Crimes." Homepage. Web. 26 Apr. 2011. . "State Hate Crimes Laws." Human Rights Campaign. 1 June 2009. Web. 26 Apr. 2011. "List of Hate Crime Laws." Homepage. Web. 26 Apr. 2011. . "Declaration of Independence." National Archives and Records Administration. Web. 26 Apr. 2011. .

Gender based difference in managerial styles Essays -- essays research

Executive Summary This report looks at several researches that have studied the managerial styles of males and females with an attempt to define perceived differences between them. In addition discussed are the results from studies on the effectiveness of managers between the two genders. The results of these studies have been analyzed through readings of several researches and personal experiences of the students doing this report. Studies say both genders are at least equally effective in the business world and that success is affected by diverse individual factors and has very less to do with gender. Commonly held perceptions of males being more effective managers are not only a loss to the female manager, but a loss to the organization and society as a whole. A note on the report writers The team consists of six members – five males and one female. The gents are in Executive positions with at least four years of full-time work experience and the lady a middle level manager with a total of 10 years in the corporate world out of which five have been in a management position. Although cultural issues are out of the scope of this assignment, the ethnicity of the members is thought to be relevant. All group members are from the Indian sub-continent, except one member who is a Middle Eastern male. All members work experience have been derived in the UAE and most members have been in the country for at least six years. Snap-shots of the brainstorming session Researches Used Extensive researches have been conducted on the topic of gender-based difference in managerial styles. All members prior to commencing of the session have thoroughly read these. An example of one of the researches used has been attached in the appendix and outlined below: Management Research Group (MRG) has conducted a study on gender differences and leadership that claims to have eliminated key shortcomings that other such researches have, such as small number of participants, reliance on self-reports, use of inappropriate subjects, uncontrolled differences etc. This research claims to be the largest controlled study of gender differences in leadership style with data compiled over 15 years. Further details of this research participants and form of research can be found in the research report in the appendix section. Discussion between the team members Almo... ...9-560. Eagly, A. H., & Johnson, B. T., 1990 Gender and leadership style: A meta-analysis. Psychological Bulletin, p: 108, 233-256. Kabacoff R, Peters H, 1998 â€Å"The Way Women and Men Lead – Different but Equally Effective.† Management Research Group Research Report: Leadership & Gender. http://www.mrg.com/Publications/articles/The_Way_Women-Men_Lead.pdf [Accessed: November 17, 2004] Eagly et al, â€Å"Transformational, Transactional, and Laissez-Faire Leadership Styles: A Meta-Analysis Comparing Women and Men† Psychological Bulletin http://www.ratcow.com/paf508/lazzifar_leader.html Formichelle, L, 2001, He Does, She Does Management styles may differ, but success isn’t gender-related.http://www.wellsfargo.com/biz/products/resources/advisor/archives/012002He/012002He.jhtml Robbins, S. P. 2004,10th edition, Organisational Behaviour, Prentice Hall, USA. Turner, D. H. â€Å"Gender differences in management style: Evidence from the accounting profession†, The Centre for the study of Women, Science and Technology. http://www.wst.gatech.edu/Gender_Differences_in_Management_Style.ppt [Accessed: November 14, 2004] http://www.kon.org/archives/forum/12-1/prehl.html

The Impact of Romanticism, Realism, Naturalism, and Local Color on The

     Ã‚  Ã‚  Ã‚  Ã‚   Four major literary movements can claim some aspect of The Awakening, for in this "small compass . . . [is illustrated] virtually all the major American intellectual and literary trends of the nineteenth century" (Skaggs, 80).  Ã‚  Ã‚   The Romantic movement marked a profound shift in sensibilities away from the Enlightenment. It was inspired by reaction to that period's concepts of clarity, order, and balance, and by the revolutions in America, France, Poland, and Greece. It expressed the assertion of the self, the power of the individual, a sense of the infinite, and transcendental nature of the universe. Major themes included the sublime, terror, and passion. The writing extolled the primal power of nature and the spiritual link between nature and man, and was often emotional, marked by a sense of liberty, filled with dreamy inner contemplations, exotic settings, memories of childhood, scenes of unrequited love, and exiled heroes.    In America, Romanticism coalesced into a distinctly "American" ideal: making success from failure, the immensity of the American landscape, the power of man to conquer the land, and "Yankee" individualism. The writing was also marked by a type of xenophobia. Protestant America was faced with an influx of Catholic refugees from the Napoleonic Wars, of Asian workers who constructed the railroads, and the lingering issue of Native Americans. An insular attitude developed, the "us and them" in Whitman. The major writers of the period were Irving, Cooper, Emerson, Poe, Thoreau, Hawthorne, Whitman, Dickinson, and Melville.    There are various romantic elements in The Awakening. Perhaps the most obvious and elemental are the exotic locale, use of color, and heavy emphasis on nature (cl... ...cause Robert to leave.    Works Cited and Consulted Chopin, Kate, The Awakening; A Solitary Soul. New York: Alfred A. Knopf, Inc., 1992 Delbanco, Andrew. "The Half-Life of Edna Pontellier." New Essays on The Awakening. Ed. Wendy Martin. Cambridge: Cambridge UP, 1988. 89-106. Koloski, Bernard, ed. Preface. Approaches to Teaching Chopin's The Awakening. By Koloski. New York: MLA, 1988. Martin, Wendy, ed. New Essays on the Awakening. Cambridge: Cambridge UP, 1988. May, John R. "Local Color in The Awakening." Culley, 189-95. Seyersted, Per. Kate Chopin: A Critical Biography. Baton Rouge: Louisiana State UP, 1969.   - - -. "Kate Chopin and the American Realists." Culley 180-6. Skaggs, Peggy. "Three Tragic Figures in Kate Chopin's The Awakening." Louisiana Studies: An Interdisciplinary Journal of the South 4 (1974): 345-64.  Ã‚     

Rci Master Distributors

RCI Master Distributor Evolution of Supplier Relationships 9/16/2012 Group 3 PHILIP CORRADINI (IE/15/009) KAMALIKA GANGOLY (PGP/15/019) S. SIDDHARTH (PGP/15/048) DEVINA BHASKAR (PGP/15/082) APOORVA GOYAL (PGP/15/130) MADHURI MUKHERJEE (PGP/15/155) AMARENDRA (PGP/15/202) DHANANJAY JANARTHANAN (PGP/15/216) GAUTAM S (PGP/15/277) S. HARIPRASAD (PGP/15/314) HISTORY OF RCI 1946 – Mark Schwartz founded a motor repair business and secured a GE franchise for component parts. He was instrumental in bringing about a service innovation by exchanging fully working motors with customers who came in for repairs of their broken down motors.He then repaired them and replenished his motor inventory. 1962- GE’s General Purpose Control operation developed a new contactor for its air-conditioning and refrigeration business. Mark Schwartz attained the rights to exclusively distribute these contactors to the aftermarket through air-conditioning and refrigeration wholesalers. 1963 – RCI had demonstrated to GE that they could get GE’s products to market, with the parts moving from master distributors to wholesalers and ultimately service repair persons. RCI also worked in the direction of providing new innovations in terms of packing and product innovations as well.Mark Swartz worked with GE engineers and through this inputs in developing innovations, RCI continued to distribute these models exclusively. 1974 – Danny Swartz takes more responsibility and starts taking all the day-to-day business decisions. Some of the key values which RCI followed were * Working by developing a relationship of trust and faith with suppliers. They did not have any formally drawn contracts. * Demonstrating to the suppliers how difficult distribution was and how RCI’s competencies could not be replicated. CURRENT SYSTEM The current position of RCI was as follows:RCI distributed over 6000 electrical and related products earning revenue of $ 35. 8 million and with op erating profits of $ 3 million. RCI plays the role of a master distributor i. e. it sells to air-conditioning and refrigeration wholesalers who in turn sell to air conditioning and refrigeration contractors and repair houses. Their role is essentially restricted to the aftermarket channel for repair parts. RCI’S SALES PROCESS RCI uses a network of independent manufacturer’s reps. who were 45 in numbers and from 14 companies. The average commission received by them was 3. % and usually do not carry competing lines. RCI operated five warehouses which were electronically linked and operated on real-time inventory basis. RCI’s strength was in commercial refrigeration and air-conditioning business where price was secondary in some cases and reliability was more revered. Manufacturers of Electronic Components Ex: GE, Texas Instrument, Honeywell, Emerson W. W. Grainger Wholesale/ Distributor 330 Outlets Master Distributors e. g. , RCI, Steveco, Brownell, GEM Appliance Equipment Manufacturers e. g. , GE, Amana, Trane Air-conditioning, Refrigeration and Appliance Wholesalers approx 1250 with 4000 branches) Repair and Service Houses (approx. 10,000) Appliance Retail Dealers Consumers Overview of Industry Channel Structure Conflicts with GE GE Appliance and control: Loss of exclusivity In 1976, RCI first lost its exclusivity for cold controls to GEM which started selling 10 times the volume of cold controls as compared to RCI. GE Appliance and control was not very confident with Mark Schwartz who had only 3 years of distribution business experience. GEM’s success led to gradual loss of exclusivity of PCI over other products.GE appliance and control used ‘Coercive power’ against RCI because the latter was not able to increase the sales volume as desired by the former. Listed below are the outcomes of GE Motors’s distribution channel study:- a. Master distributors were gradually becoming inefficient and ineffective in managin g inventories, product knowledge and providing merchandising support. b. Master distributors were being bypassed by suppliers who were selling products directly to wholesalers. c. The wholesalers were getting products at prices 5-17% lower than GE’s master distributors from GE’s competitors selling directly to them. . Master distributors started losing share of sales to manufacturers selling directly to wholesalers. GE Motors hence decided to keep master distributors but proposed to sell directly to top 10 wholesalers, a proposal that would have given RCI a very serious blow. But RCI threatened GE motors to take back existing inventories with them, billing them for catalogue printing and distribution cost and refused any kind of repair service which meant end of the relationship. RCI had been in this business for a very long time and its innovative ideas were not being imitated by competitors as effectively as they could.The threat resulted in GE scrapping the proposal . This showcases the use of ‘Expert power’ by RCI owing to its expertise in distribution channel. This time around GE wanted to bypass RCI and remove its exclusivity by selling its products to WW Grainger who was a distributer/wholesaler (that too, a large one). This was esp. in the case of ‘design and control relay’ which had been mastered by Mark Schwartz for GE under the RCI banner. We could say this was GE’s display of ‘Legitimate Power’ as it was looking out for options which could have brought in more sales volume to GE.RCI established itself as a standard in low cost ‘lower end two pole devices’ – a #2 seller only next to Honeywell in retaliation to GE not reducing its price or developing a low cost product for the low end device by tying up with Component Manufacturing Seeing this GE approaches RCI to distribute its low cost private label for the lower end of the business. This behavior or GE was due to RCI es tablishing itself as a reference in Lower end two pole device which can be seen as RCI’s ‘Referent Power’. Post the death of Mark Schwartz GE wanted to eliminate the Master Distributers completely.Danny threatened to drop the GE Line completely and add in competitors’ line. GE yielded to this seeing the revenue from RCI as a bird in hand better than two in the bush where it had to develop newer channel partners. Thus in this case we can say that RCI exhibited ‘Reward Power’ RCI – GEM Difficult period in 1986: The demise of Mark Swartz left Danny Schwartz in charge of RCI for the first time. There was decline in sales for the first time in 1986 since 1971. There was also a major drop in the profits. Danny feared of making a loss due to these reasons.This led to questions whether RCI be able to handle this transition. The following were the threats faced by Danny Schwartz: GE acquiring GEM: GE bought GEM products in the year 1986, who is a competitor distributor to RCI. Implications of GE takeover of GEM: GE could internally lower price to GEM as it was only an internal transfer price. If this happens then GEM could sell at a lower price than RCI. And if GEM turns out to be profitable, GE could eliminate RCI as its distributor. Danny Schwartz remarked that this was the worst time of his life. GE’s relations with Grainger:Grainger was an integrated distributor/wholesaler franchise with 330 wholesale outlets that were served by its own captive distributor. It had significant buying power at the manufacturer. Grainger though was not a direct competitor to RCI. But it was competitor to the customers of RCI, the other wholesalers. Because of its strong influence on the consumers, the customers who went to Grainger to make a purchase would continue to buy in Grainger thereby pulling away business from the other wholesalers who are RCI customers. This way Grainger causes a serious threat to RCI.Pricing policy for OE Ms: OEMs were also reselling parts of the products. Due to their huge volume of buying, the OEMs were able to purchase GE motors components at discount about 25%. This would imply that price of a component purchased by RCI at 25$ would cost only 20$ to OEMs. Response by RCI: Danny struck a deal with A. O. Smith to make top 25 models of products under RCI Label. GE cautioned by Danny’s attempt of distributing a â€Å"fighting brand† by reducing its price from 25$ to 21$. It then distributed the A. O. Smith models to the areas where GE sales were weak.THE CRITICAL ARMS OF THE RCI BUSINESS Customers For RCI, the customers are the wholesalers. Their biggest asset is the strong relationships they have built with their customers, which is primarily a result of their performance, and is also somewhat based on their social interactions and experiences with each other. RCI tries to re-educate customers in a way that is advantageous for them, mainly by convincing them that small shipments are better, which increases their reliance on RCI. They offer two pre season specials in which they give extended terms and rebates based on the quantities purchased.This is contradictory to their philosophy of encouraging small shipments; however, it keeps the customers’ warehouses loaded, leaving lesser space for competitor’s products. Suppliers Managing suppliers is a major task for RCI. This is achieved, firstly, by purchasing in volumes, and secondly, by maintaining strong social relationships. Social relationships are maintained at a personal level with individuals by making suppliers comfortable in visiting them or having RCI people visit them, socialising, and working together.However, the downside of maintaining personal relationships is seen when the advocate at the supplier’s end moves to a new job. At that juncture it becomes difficult because a new relationship needs to be developed with his successor or boss or other people in the concer ned department. Operations RCI has faced problems at various ends, many a times by losing exclusivity or their suppliers’ share to competitors. However their competitors have mostly failed with the products they were given. RCI has been able to maintain a significant share in all products except the cold controls which was the first product they lost exclusivity on to GEM.RCI tries to accommodate the needs of each major customer by structuring different deals for them. The RCI business is a relatively small part of their customers’ overall business and they make large gross margins on their products. RCI represents not more than 5-10% of their customers’ business even if they have about 80% market share in the products they supply. As a result, their reliance on RCI is low. However, they want their customers to get hooked on to them by regularly placing small orders. Manufacturer’s Reps The reps cultivate and maintain personal relationships with customers .They are the first point of contact for the customer due to the relationships that they build. In addition they provide ‘One stop shopping’ for the customers by allowing them to choose from a broad line of products from various manufacturers. The master distributor lacks the manpower or the capability to deal with individual customers and negotiate with them on price or quantity. This factor prevents manufacturers from entering the distribution business directly as he would face the same challenges. While dealing with individual reps the master distributor has significant power as RCI for instance accounts for 50-70% of its rep’s income.This allows them to be demanding in their expectations from the reps. However at the same time RCI ensures that it makes its payments on time and that it does not cheat its reps out of their commissions. The reps situation appears to be fragile as it can be seen from the case that 75% of the rep companies have come on in the last ten years. In case a particular rep does not perform up to expectations or if he is outsourcing the work to other reps RCI is prompt in getting rid of him. This ensures that only competent salesmen remain. Threats The primary threat faced is the consolidation of customers.This results in a loss of income in the following ways. The manufacturers decide to deal with the consolidated customers directly through their captive distribution divisions leaving out the master distributor entirely. This process also forces existing wholesalers to consolidate or quit the business entirely thereby severing the relationship they have with the master distributor. Upon consolidating customers start centralized distribution warehouses and thereby eliminate the need for specialized services that RCI provides such as rapid delivery.Although margins have remained constant prices have dropped throughout the industry. Acting upon the lower base prices the gross margin dollars of RCI has decreased over t ime. Other problems faced include a growing increase in expenses on account of inflation, increased wages and other costs. At a time of constant margins this ends up affecting the bottom line. OEMs’ have a different relationship with manufactures due to the large volumes they provide. These volumes enable them to purchase parts at a significantly lower rate than independent replacement part distributors.This lowers the value of the assets that these replacement part distributors provide but enables them to capture a greater share of the OEM aftermarket share. OEM’s are also starting in-house aftermarket distributors by using the price discounts that they receive from manufacturers. This could be a major threat in the long run as the only thing preventing the growth of these firms is the belief that manufacturers would not allow the same product to be sold to two different customers performing the same function at two different prices.RCI competes with such firms on the basis of its credibility and service that it provides. It provides a broad product line and better packaging with instructions and labels at a cost effective rate. Manufacturers prefer selling to companies like RCI as their margins would be higher. The long term attractiveness of RCI’s business is also decreasing due to the fact that prices are margins are being eroded in the long run.

Core Value of Coca-Cola

Core set and beliefs Coca- skunk has the nearly valuable brand name in the conception, and as unity of the most distinct companies groundwide. The kitchen-gardening of it is defined by the 7 core values leadership, the courage to knead a better future passion, pull in heart and mind leverage collective genius integrity, be literal collaboration, diversity, as inclusive as our brands quality, what we do, we do well and account faculty.The central promise is to c altogether(prenominal) back the world in mind, body, and spirit, and inspire moments of optimism to create value and make a difference of opinion in the world. As a spherical job, our ability to understand, embrace and operate in a multi pagan world both(prenominal) in the marketplace and in the persist is critical to our sustainability.Their diversity employment system includes programs to attract, retain, and invent diverse talent put forward stick out systems for groups with diverse backgrounds and educate totally associates so that we master the skills to achieve sustainable yield. Their diversity study dodge includes programs to attract, retain, and arise diverse talent issue backup man systems for groups with diverse backgrounds and educate all associates so that we master the skills to achieve sustainable growth.Rules of behaviour The vision serves as the framework calculate every aspect of the company occupancy by describing what the employees need to accomplish in order to continue achieving sustainable, quality growth from the following five aspects bulk, Be a great place to work where people atomic number 18 inspired to be the high hat they can be portfolio, Bring to the world a portfolio of quality beverage brands that endure and satisfy peoples desires and needs.Partners Nurture a amiable ne dickensrk of customers and suppliers, together we create mutual, persistent value planet, be a trusty citizen that makes a difference by percentage build and su pport sustainable communities profit, maximise long-term return to sh arowners while existence mindful of our overall responsibilities and productivity, Be a highly effective, lean and fast-moving organization. In the world of world-wide trade, products as well as station heathen values and many of these products cover as commodities exactly others emerge as ethnical icons.How do certain products nonplus on a special emblematical positioning and are idealized in a elaboration? The answer to this marvel is a quite an complex one. It has to do with how pagan artifacts are embedded into the cultural plaza of the past. Language used Coca Cola has been sold in to a greater extent than two hundred countries under their local speech communications. however the official language of coca sess is English. In the language they have already used in the local language because thats another marketing strategy to appeal to the local customers.Relationship with employees Respect ing man rights and protecting workplace rights is fundamental to its kitchen-gardening and imperative for a sustainable business. An prerequisite ingredient in every one of the products is profound commitment to human rights and workplace rights. Its human rights statement is guided by the United Nations Declaration of Human Rights, the ILO firmness of purpose on fundamental principles and rights at work and related international covenants. Every worker has a fundamental right to a safety device and healthy workplace.Providing a safe and healthy working environment for all of our people is a core agent of our Workplace Rights Policy and fundamental to the succeeder of our business. In recent years, they have more clearly defined what we stand for with obligingness to human and workplace rights. They have also begun the complex work of ensuring that their entire business system and supply chain ordain with our policies. They expect their company, their bottling partners and their suppliers to avoid causing, or alter to, adverse human rights impacts as a result of business actions and to address such(prenominal) impacts when they occur.Important symbols and artifacts The distinctive symbol is acknowledge the world over on Coca-Cola adverts, bottles and cans only it has also undergone a few changes over the last century and a quarter. In the world of international trade, products also carry cultural values and many of these products remain as commodities but others emerge as cultural icons. How do certain products take on a special symbolic status and are idealized in a culture? The answer to this question is a rather complex one. It has to do with how cultural artifacts are embedded into the cultural space of the past.In the world of international trade, products also carry cultural values and many of these products remain as commodities but others emerge as cultural icons. How do certain products take on a special symbolic status and are idealized in a culture? The answer to this question is a rather complex one. It has to do with how cultural artifacts are embedded into the cultural space of the past. rightness and the relevance to organizational history and the culture As a global business, our ability to understand, embrace and operate in a multicultural world both in the marketplace and in he workplace is critical to our sustainability. Their diversity workplace strategy includes programs to attract, retain, and develop diverse talent provide support systems for groups with diverse backgrounds and educate all associates so that we master the skills to achieve sustainable growth. Our diversity workplace strategy includes programs to attract, retain, and develop diverse talent provide support systems for groups with diverse backgrounds and educate all associates so that we master the skills to achieve sustainable growth.

Customer satisfaction and loyalty of hyundai Essay

The memorial of the move begins as early as 1769, with the substructure of steam locomotived automobiles capable of human transport. 1 In 1806, the introductory cars powered by an internal combustion railway locomotive running on give notice gas appe ard, which guide to the introduction in 1885 of the ubiquitous modern gasoline- or petrol- go offed internal combustion engine. The division 1886 is regarded the year of kind of the modern automobile with the Benz Patent-push backwagen, by German armourer elevator carl Benz. Cars powered by voltaic power curtly appe ard at the turn of the 20th century, nonwithstanding for the close part disappeared from rehearse until the turn of the 21st century.The early ex radiation patternation of the automobile dirty dog be divided into a number of eras, based on the prevalent inwardness of propulsion. Later periods were delineate by trends in show up font(prenominal) styling, and size and utility preferences. 1. 1HISTORY OF gondolaS Old Engraving depict the 1771 crash of Nicolas Joseph Cug nons steam-powered car into a stone w solely. The automobile as we kat once it was not invented in a genius day by a single inventor. The history of the automobile reflects an evolution that took home plate globewide. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo da Vinci and Isaac refreshedton.In 1769, the in truth first self-propelled itinerary vehicle was a military tractor invented by french engineer and mechanic, Nicolas Joseph Cugnot (1725 1804). Cugnot utilize a steam engine to power his vehicle, fortify under his instructions at the Paris inventory by mechanic Brezin. It was used by the French Army to haul artillery at a whopping speed of 2 1/2 mph on wholly three pedals. The vehicle had to stop every ten to fifteen proceeding to build up steam power. The steam engine and boiler were separate from the rest of the vehicle and displace in the effort (see engraving above).The following year (1770), Cugnot built a steam-powered tricycle that carried four-spot riders. Early voltaic Cars Steam engines were not the only engines used in early automobiles. Vehicles with electrical engines were in any plate invented. Between 1832 and 1839 (the exact year is uncertain), Robert Anderson of Scotland invented the first electric carriage. Electric cars used rechargeable batteries that powered a low electric motor. The vehicles were heavy, slow, expensive, and exacted to stop for recharging frequently. entrance TO INDIAN securities industry The present Indian parsimoniousness is characterized by increasing in the consumption rate. instantly Indian trade is exposed to a upsurge of contests not only from the domestic players but handlewise spheric players. The competition in the merchandise is ride every manufacturer to cut costs and boil down on satisfying the customer which result for certain help him retain his market share and to a fault to enhance it. The customers delight in the business world of selling today. in exclusively the marketers are oriented themselves towards it. 1. 2 MARKETING MARKET The term market is derived from the Latin word Marcatus which means trade, merchandise or plan of business.It means inter movement of the buyers and sellers in the person or through telephone, telegraph, mail etc. MARKETING merchandise is a comprehensive term. It is not a untainted exchange of goods and proceedss. It complicates every last(predicate) those activities connected with the surgery of identifying the take of the customer and then organizing the business accordingly to get a line the studys of the consumer. market is a social and managerial process by which individuals and group obtain what they request and want through creating, offering and exchanging harvestings of value with others. Philip KotlerMarketing is the total system of interacting business activ ities designed to plan, price, promote, and conk wants satisfying products and service, to present and potential customers. Professor William Stanton. CONSUMER lore The term cognizance refers to the carry through act of perceiving and involving of the psychological factors. Perception is the process by which the mind receives organizes and interprets a particular thing. It is estimated that 90 pct of the stimuli that the individual perceives amount through sight and the rest from learning. Price is some(prenominal) other element of marketing mix where learning has its implication.The prat of detection We know that sight perception depends on the flow of photons in through the pupils and absorbed in the retina. Therefore with the operation of our senses we do know at that place is something there peck and is influencing the sensory mechanisms within ourselves but we do not necessarily know what it is that is cause the sense of experience. This gives rise to 2 levels of perception. The first is called straight by perception and is totally forcible the operation of the personal universe following its mechanistic path ways, some of which happen to occur as neural upshots in our brain.The second level of perception is the interpretative perception where our psychology and attention is implicated in the perceptual act. Immediate perception is direct mediated only by physiology of perceiving species. Moving beyond immediate perception such as when a person attends to what they are perceiving, then all the well known aspects induce to the fore. The obvious consequence is that we do not necessarily perceive that which we immediately perceive. The mechanism of immediate perception area destiny of physical events in the physical universe.The away man is generating a perpetual domain of a variationction that is influencing the eye, which in turn is influencing the neurons of the visual cortex. The visual cortex is the reacting part. The interacti on of the visual cortex with other split of the brain and central nervous systems represented by the arrows to thought and emotion is the beginning of the analysis of the sail through act of perception involving the emotive and interpretative elements. This role model of immediate perception says that we immediately perceive reality via the effect a perceptual field has no sensory apparatus of our physiology.The report card of consumers helps firm and organizations break their marketing strategies by understanding issues such as The psychology of how consumers think, feel, reason, and select between dissentent ersatzs ( e. g. brands, products). The psychology of how the consumer is influenced by his or her environment (e. g. , culture, family, signs, media). The behavior of consumers composition shopping or reservation other marketing decisions. Limitations in consumer knowledge or information impact abilities influence decisions and marketing outcome.How consumer motivation and decision strategies differ between products that differ in their level of smashingness or interest that they entail for the consumer. How marketers tin ass convey and improve their marketing campaigns and marketing strategies to more than in effect reach the consumer. Understanding these issues help us presume our strategies by taking the consumer into con postration. We also learn that consumers lead somemultiplication be persuaded more by logical arguments, but at other cartridge holders will be persuaded more by steamy or symbolic aggregations.By understanding the consumer, we will be able to make a more informed decision as to which strategy to employ. CONSUMER demeanor One official definition of consumer behavior is The chew oer of individuals groups, or organizations and the processes they use to select, secure, use, dispose of products, services experiences or idea to satisfy needs and the impacts that these processes arrive on the consumer and troupe. Th is definition brings up some useful points. ? bearing occurs either for the individual, or in the context of a group (e. g., friends influence what kinds of habiliments person wears) or an organization ( pile on the quotation line make decisions as to which products the firm should use). ?Consumer behaviour involves the use and judicature of products as well as the study of how they are purchased. Product use is often of great interest to the marketer, because this may influence how a product is best positioned or how we can encourage increase consumption. Since many environmental problems result from product disposal (e. g. , motor oil organism sent to sewage systems to save the recycling fee, or garbage tidy sum up at landfill) this is also an area of interest.? customer behavior involves services and ideas as well as tangible products. ?The impact of consumer behavior on society is also of relevance. For example, aggressive marketing of high fatten out foods or aggressive m arketing of easy credit may be serious repercussions for the internal wellness and economy. There are several units in the market that can be analyzed. The main trust in this course is the consumer. However we will also need to analyze our own firms strengths and weaknesses and those of competing firms.Finally, we need to assess the marketing environment although we may have developed a product that offers great appeal for consumers a recession may cut collect dramatically. WHO IS THE node? We all think of customers as the people who sit at our tables and pay for the goods and services purchased. exactly they are individuals in their own right. They may be business people, tourists, youngsters, retired couples or celebrities. They cannot be looked upon as an formless group their needs are contrastive and your service should reflect that. A customer is the near meaning(a) person in our business.A customer is a person who comes to us with needs and wants and it is our job to hairgrip them in a manner that is profitable to him/her and ourselves. A customer is not a cold statistic he/she is a human being with feelings and deserves to be treated with respect. A customer is not an interruption to our mold he is the purpose of it. We are not doing him a favour by serving him, he is doing us a favour by giving us the opportunity to do so. A customer deserves the roughly courteous attention we can give. nodes are not dependent on us, we are dependent on them A Customer is anyone who receives the go away you doCUSTOMER blessedness Winning customers hearts and minds is increasingly substantial to customer acquisition and customer retention. It is no affinity that customer gaiety research accounts for much of market research activities. As competitive advantage and differentiation is achieved through product innovation and service mathematical operation (rather than competing on cost), it is indispensable to monitor and manage customer satisfaction levels. Customer satisfaction is not sound about service levels or product attributes. It can be seen as a function of both main components ?perceptions of product and service levels received ? apprehension of product and service levels Customer satisfaction is and so concerned with service delivery/product surgical procedure and expectation watchfulness. Customer satisfaction research delivers notice benefits understanding the underlying drivers of satisfaction identification of set off points where satisfaction management is most needed prioritisation of action areas (minimum input for upper limit return) Identification of customer-supplier interactions, internal processes and departments most ilkly to cause satisfaction/dissatisfaction.Impact on loyalty and propensity to recommend a vital bottom line measurement CUSTOMER SATISFACTION ALSO HELPS YOU TO GET TO GRIPS WITH Customer Expectations Attitude and demeanor Personal Appearance Maintaining Standards Handling Compla ints Getting it amend First Time COMPANY PROFILE 2. 1 ORIGIN OF THE COMPANY HYUNDAI MOTOR COMPANY The Hyundai tug alliance (HMC) was founded in 1947 as Hyundai Engineering and spin Co. by the late Ju-Yung Chung. Hyundai drive Company, established in 1967, is the auto sales leader in the Korean domestic market and exports vehicles to 190 countries worldwide.Hyundai Motor Company operates the worlds largest integrated automobile manufacturing quick-wittedness in Ulsan, on Koreas southeast coast. In 1996, Hyundai opened the Namyang Technology Research Center, which includes a complete evidenceing facility with a 2. 8-mile oval test track and a new $40 million aero acoustic wind tunnel. That same year, 1996, HMC began production at its state-of-the-art Asan Plant, located southeast of Seoul. Hyundai now operates ogdoad research centers in Korea along with four world(prenominal) centers, including Hyundai America Technical Center, Inc.in Ann Arbor, Michigan, and the Hyundai Cal ifornia propose Center in Irvine, California. Hyundais automotive engineering centers employ approximately 4,100 researchers with an one-year budget of volt percent of current revenues. Current research projects include electric-powered vehicles, low-emission gasoline engines, solar-powered vehicles, hydrogen-powered fuel cell vehicles and other alternative fuel vehicles. Hyundai Motor India expressage (HMIL) Hyundai Motor India Limited (HMIL) is a wholly owned subsidiary of Hyundai Motor Company, S.Korea and is the second largest and the fastest growing car manufacturer in India. HMIL presently markets over 18 variants of passenger cars across four models, the Santro in the B department, the phrasal idiom in the C segment, the Sonata in the E segment and the Santa Fe in the SUV segment 2. 2 MARKET SHARE When Hyundai Motor India Ltd (HMI) started producing cars at a place called Irrungattukottai near the South Indian metropolis of Chennai in September 1998 Cut to 2004. The inte grated manufacturing rig set up at an initial investment of US$ 614 million is now the largest manufacturing facility of Hyundai outside Korea.Hyundai India has a market share of about 20 per cent, and its graft rolls out about 600 700 cars per day in two shifts. Hyundai India today sells not two but seven-spot brands Santro, i10, i20, Verna, Elantra, Sonata and Santa Fe. These cars are sold and serviced by a national net hold of 300 sales and service outlets. HMIs Santro and Accent are Indias largest selling brands in the B and C segments. The Santro was rated the Best Small Car in the JD Power Asia Pacific Initial shade and APEAL studies for three years in a row, and proceeds to be one of Indias three most preferred compact cars.The same car is now making important inroads in Europe. Hyundai India sold 42,113 cars in 2012-13, and this year, the are planning to target the largest and most competitive market of them all now, with localisation levels of over 90 percent and th e capability to produce world-class automobiles, Hyundai has made India its small carhub. Businessworld magazine reported in January this year that Hyundai is upping its annual export capacity so that by 2013 it can export 500,000 small cars from its production base in Chennai. The market shares of leading players for the month ofMar, 2013 is as minded(p) below. COMPANYMARKET SHARE Maruti 42. 4 % Hyundai Motors24. 4 % Mahindra09. 9 % Chevrolet11. 5 % Volkswagen03. 9 % Honda02. 1 % Toyota01. 7 % Others04. 1 % TOTAL100 % A BRIEF OVERVIEW OF TRIDENT HYUNDAI Introduction Trident Hyundai started in 1998 at Bangalore with 30 employees and just one Customer Care Centre. Today, Trident Hyundai has over 600 employees spread over Bangalore, Shimoga and Davengere. The philosophy Drive seat a Relationship is a way of work life and is reflected in our deep rooted freight rate almost bordering on obsession towards customer satisfaction.This has helped us in setting up new benchmarks in dealer ship operation and procedures that has been replicated by other automobile dealers in India. We are recipients of many accolades for leap outlence in the areas of sales, services and finance. We are also an ISO 90012000 Company recognise by TUV and have joined the elite group. Trident Hyundai offers a perfect career for those who have the flair to excel at work. Freedom of expression and a contributing(prenominal) work environs foster the employees to exploit their talents to the fullest abilities. rook Orchard at Bangalore has virtually become a landmark of Countrys few multilevel automobile dealership. Our Customer Care Centres are conveniently spread at Yeshwanthpur, Indira Nagar, JP Nagar, Sheshadripuram and Kalyan Nagar with state-of-the-art equipments and qualified technicians to bring home the bacon customer needs. Our goal extends beyond customer satisfaction and we are perpetrate in achieving total Customer Delight. BRANCHES Trident Hyundai 46/4, Garvebhavi Palya, Begur Hobli Hosur Road Bangalore 560068 Tel 080-43433222 Trident Hyundai No. 9, HAL airdrome Road,Kodihalli, beside to Carlton Towers Bangalore-560014 Tel 080-43431111 Trident Hyundai No. 1, Lower Palace Orchards Sankey Road, Next to Cauvery Theater Bangalore 560003 Tel 080-43433333 Trident Hyundai No. 111,122 & 125, B Narayanpura, K. R Puram, Bangalore-560016 Tel 080-67879191 2. 4 PRODUCT PROFILE A. Hatchbacks SANTRO Xing Santro Xing with its new flowing styling, power-assisted brakes, the advanced suspensions, the uniquely responsive applied scholarship is as much a magnificent insane asylum of our drive to delight you as much as a benchmark in engineering excellence.Santro is being produced exclusively in India and the Indian Xing will now drive the World. I10 1. The BSIV compliant 1. 2 Kappa2 engine with VTVT achieved a spectacular fuel mileage of 20. 36 km/litre 2. Best in class ARAI-Certified fuel efficacy among petrol cars in India I20 The Winner of the reputable Viewers Choice Of The course of instruction and Desighn Of The Year Awards, the i20 is all set to sweep you of your feet once again. Reflecting Hyundais design identity, fluidic sculpture, the new i20 boasts more aggressive and chichi design, giving you extra confidence on the road.The New Hyundai i20 is full of clever technology and smart features. spontaneous headlamps, Rain Sensing wipers, Cluch lock function, a prove view position camera and cigarette parking sensors are bar on Style models period B. Sedans Verna Fluidic The 1. 6 L VTVT engine is a bolide which is refined to deliver best-in-segment 123ps 6300 rpm leaving the competition way behind. The engine is tuned to generate optimal efficiency without compromising on power. The new Verna also offers a 1. 4 L VTVT which boasts of similarly unbeatable carrying out and best-in-segment mileage of 17.43 Km/L. The Verna features an ABS system and hexad airbags, including dual face airbags, curtain airbags and side airbags, f or erupt guard ELANTRA The New Elantra comes perfectly handy for all occasions. Speed, agility and power come as standard equipment in Elantra. The design is a culmination of European styling and delightful functionality SONATA Sonatas sophistication really shines from all angles unneurotic with its impressive rear view with its insidious curvature, fine details and unique rear gang lamps.The Sonata is built identical a guard. The car form incorporates numerous structural protection elements like, dual side impact beams, the energy absorbing collapsible focusing column, front and rear furrow zones, cross-bar under the dashboard, engine sub-frame and reenforce bumpers together with the ABS (Anti-locking Braking System), TCS (Traction Control System) and the optional SRS airbag which issues maximum C. SUV Santa Fe The Santa Fes craftsmanship is shake by the heart and completed with technology.You will continue to be pleaseantly surprised by the features you discover end- to-end the vehicle when driving or parked. SAFETY ANTI-LOCK BRAKING SYSTEM(ABS) either cars come with few variants fitted with the revolutionary ABS, as a standard feature. ABS provides improved braking performance and directional perceptual constancy on slippery surfaces CRUMPLE ZONE The knit zones in the new Santro Xing have been further reinforced to correct to the strictest of global unassailablety norms and tested for window dressing and offset impact in the most gruelling test track conditions, so that you drive away with complete peace of mind.The steering column is amply collapsible and minimizes risk of chest injuries in the event of a frontal impact The passenger confine is an original three-box design and is protected by reinforced brand sections in the front and back, dual side-impact proscribe on all doors and large crumple zones in front and rear. The Accent has been Crash Tested to conform to global safety norms and provides optimum driver and passenger saf ety Specially designed to protect the passengers in the event of panic braking, these seats prevent the occupants from slew forward and hurtingthemselves. The Sonata incorporates numerous structural reinforcements like dual side-impact beams, an energy- absorbing collapsible steering column, front & rear crumple zones, cross-bar under the dashboard, an engine sub-frame and reinforced bumpers that make the car a virtual fortress on wheels. The SRS Driver and Passenger Airbags come as standard on the Sonata V6 and as an option on the Sonata Gold. They come as an exclusive package together with ELR Seat Belts and Seat Belt Pretensioners and Load Limiters and provide maximum protection.Integrated with ABS, the EBD apportions braking power between the front and the rear axles according to the number of passengers and weight of the cargo in the trunk for safer, straight line stops. The handsomely sculptured headlamps cluster with four bulbs & clear crystalline lens ensures superior nigh ttime visibility. The projection type veil lamps comes handy in inclement weather conditions. The science of absolute control. Prevents skidding on a slippery road or during harsh braking, also maintains steer ability. electronically apportions the brake force between the four wheels for optimum braking performance.Safety Cell Construction The protective safety cell sits between fore and aft crumple zones that absorb impact forces and keep the driver and passengers out of harms way. Side Impact Protection Front and rear doors are reinforced with special high malleable strength steel members that help absorb side impact forces. Seat-Belt Seat belt pretensioner with load limiter lands the risk of chest injuries. The ultimate in driver and passenger safety. Detects slip in the rear wheel & pulls the vehicle out of difficult & unsafe terrain.The run frame chassis constructed of heavy-duty gauge steel is designed to withstand massive twisting & flexing safely. The wondrous silent HVA C system in the Accent maintains the most nourishable climate inner(a) the car disregarding of the outside temperature. An ultra-sensitive automatic temperature sensing coupled with a powerful aircon and heating system delivers omni-directional air-flow through particularly designed flow control ducts and instantly responds to external temperature changes to keep the cabin climate perfect.The Noise, Vibrations and Harshness dampering is a function of the intelligent design of the Accent. Every single component in this car has been designed to work in perfect harmony so that you can enjoy complete peace and quiet inside your car. This feature makes sure that your driving experience in an Accent is not just effortless, but fun as well. While the steering wheel can be easily Tilted at different convenient angles for easy change, the Power steering gives you great control of the vehicle, not only in city driving conditions but also in case of accidents like tyre bursts.The Accent comes equipped with a tilt & a height cushion adjustment along with sliding and reclining controls that ensure perfect deport and the best back and thigh support for a completely relaxed driving experience. 3. 5 SOCIAL righteousness Hyundai, as a responsible corporate citizen is committed to sustainable social education and the preservation of the environment. All the familys key manufacturing units, including the Indian make have the ISO 14001 certification for its surroundings management practices.As a part of its social responsibility programs, the company conducts various campaigns to spread awareness of in-car safety and safe driving practices, particularly targeted against drunken driving, speeding. As a part of its community instruction projects, the company has choose a few villages around its factory in Tamilnadu and has been working towards the social and economic development of these villages, assisting them in the areas of primary health care, education, basic a menities and oeuvre opportunities.3. 6 prizeS AND ACHIEVEMINTS -SONATA RANKED MOST DEPENDABLE MIDSIZE CAR J. D. POWER AND ASSOCIATES 2013 VEHICLE DEPENDABILITY STUDY -ELANTRA taproom EARNS A 2013 ALGS HIGHEST RESIDUAL appraise awarding -SANTA FE RECEIVES A 2013 ALGS HIGHEST RESIDUAL VALUE AWARD. ELANTRA NAMED ONE OF THE 10 BEST GREEN CARS OF 2012 BY KELLEY BLUE BOOKS KBB. COM. ELANTRA HAS EARNED THIS AWARD FOR THE SECOND STRAIGHT YEAR 3. 7 incoming PROSPECTSThe RD team focuses on the development of new products and technologies that include interior and exterior design changes, development of new generation engines and alternate fuel systems, concept vehicles and advanced passenger safety and comfort systems, in line with evolving customer preferences across the globe. new successes of the team include the development of the Hyundai patented customary Rail Direct Injection (CRDi) engine in association with Detroit Diesel and the award winning arouse Cell Santa FE. EFFORTS Some of the ongoing projects that the Hyundai RD team is involved ininclude the development of the World Engine in association with Daimler Chrysler and Mitsubishi and the development of Automotive Telematics in association with IBM. That the efforts of the Hyundai RD team has paid great dividends to the company is clear from the fact that the companys newly engineered products like the Santa Fe and the Getz have made waves in the global automotive markets and the US Consumer Reports magazine has ranked Hyundai cars in level with that of Honda in its recent fictional character rankings Hyundai Motor India has been awarded the benchmark ISO 14001 certification for its sustainable environment management practices.Living up to its commitment of providing global standards of quality and process management in India, Hyundai had put in place an Environment Management System (EMS)at its manufacturing plant in Chennai right from its project stage. The certification process was completed in a record time of 10 months with Zero NCRs. The assessment was done by TUV SUDDEUTSCHLAND and covered areas like Awareness Training, Technology Upgradation, Recycling, drift Management and fulfilling Government Regulations. HMI is also working on a backward integration strategy that will support vendors of the company in implementing EMS. Hyundai Motor Company, S.Korea, the cite of HMI, has been doing considerable work on sustainable Environment Management The company has a well defined framework in place for developing products that reduce pollutant emissions and processes for preservation of natural resources and energy along all the stages of the product lifecycle from production, sales, use to disposal. The company has also been in the forefront of development of environment friendly technologies like Hybrid Electric Vehicles (HEVs), and Fuel Cell Electric Vehicles (FCEVs) and has been awarded the ISO 14001 certification for all its three major plants in Ulsan, Asan and Jeon ju in S. Korea.