Tata Motors’ spare parts business has been instrumental in elevating the company’s Customer Satisfaction Index over the years, whereas its passenger car spare parts have been benchmarked as ‘TOP’ (Tata Motors Original Parts) under its comprehensive service package since 2010 with a view to maximising customer satisfaction. With the launch of TOP showrooms, the company endeavours to ensure promotion of original spares which, in turn, guarantees performance and reliability of its vehicles and further strengthens a long-lasting customer relationship.
Tata Motors has devised a plan for promoting use original parts in the market through its branded original parts called as ‘TOP’. This will ensure that the benefits of advanced technology are acquired by customers in totality in the form of safety, reliability, durability, economy and environmental protection.
Tata Motors will expand its distributor segment from the current 23 to 27 centres in 2014. In addition, the authorised retailer/shoppe base would be further increased to 5,000 units from the current 3,500 units. The company will also be enhancing its distribution warehouse network with development of a world-class warehousing facility at Santosh Nagar in Chakan (Pune). DHL has been named as the logistics service provider for promoting a world-class logistics experience to all supply chain channel partners.
Product training is conducted by distributors to ensure that more than 3,000 mechanics are trained on understanding Tata Motors’ products and usage of its original parts every year. Tata Motors promotes the development and usage of original kits for regular repair jobs such as engine overhauling, suspension repairs, periodic services, etc. More than 100 such kits easily available off-the-shelf promote economy in repairs to the end-user.
Availability of spurious parts is a big challenge to consumer safety. The fact is that over 50 per cent of spares for all popular brands sold in the market are actually spurious and unreliable. It is also true that even today only about 30-50 per cent of consumers go to authorised service centres after the third year and others opt for cheap and unreliable garages, exposing themselves and their families to safety risks.
An event in this connection was also organised by Tata Motors in association with SIAM on the occasion of the World Anti-Counterfeiting Day.