aftermarket - september 2012
DESCRIPTION
Aftermarket is India's first business magazine for the automotive aftermarket . Brought to you by Auto Monitor, it acts as a vital link between manufacturers and dealers and fulfills the communication needs of significant section of automotive professionals and entrepreneurs.TRANSCRIPT
I N D I A ’ S F I R S T M A G A Z I N E F O R T H E A U T O M O T I V E A F T E R M A R K E T
Vol. 2 No. 3 September 2012 52 Pages `50
Brought to you by
INTERVIEW Devdutta Chandavarkar, MB
Brought to you by
NewsCarnation
Auto Monitor
Special Report Virtual Wheeling
SEPTEMBER 2012 AFTERMARKET 5
AN industry that was established just around half a decade ago is looking to make a meaningful
contribution to the auto sector. Multi-brand service stations are just beginning to make their
presence felt but it may be a while before they are visible and gain customers’ confidence. So how
does one assess these workshops that are literally on the fringes of the auto industry?
Reaching out to the vast population of car owners by promises of cheaper alternatives compared
to OEM authorised service stations, while also being accessible (through convenient and at times,
prime locations) would have been a challenge for any new player. Moreover, lack of support from
OEMs and increasing complexity in new generation of cars coupled with restricted supply of spare
parts from OEMs can only make things more difficult for multi-brand workshops. These hurdles
have led to much slower growth of the segment compared to what was envisaged a few years ago.
Unlike the car servicing market here, sales and servicing of cars are distinct activities carried out
in separately owned networks in most developed markets. There is a scope for closer monitoring
of repair & replacement and transparency in spare parts consumed at independent service outlets.
Given the market dynamics here, it may be a while before something similar is witnessed in India.
A clear issue for these multi-brand service solution providers is to gain customer confidence.
Achieving that might be a tall order but many things may subsequently fall into place once
customers show more confidence in such independent service outlets, according to a senior member
of general insurance company.
In the latest issue of Aftermarket, we have focussed on major opportunities in the export of
spare parts and what is required to be done to achieve a larger footprint for Indian suppliers in
the global aftermarket.
We welcome your feedback.
Comments can be sent to [email protected]
A Tall order
EDITORIAL
SEPTEMBER 2012 AFTERMARKET 7
NEWS
IN CONVERSATION
SPECIAL REPORT CUTTING EDGE
COVER STORY
CONTENTS
12 Talbros-Marugo tie-up for rubber based products
13 Interchain acquisition steels India footprint
14 Deeper penetration,vehicle safety on Hella’s cards
15 Minda to Spark in-car infotainment market
26 Mercedes Benz’s Devdutta Chandavarkar speaks on the nuances of setting up a luxury car service network & his outlook for the auto service industry
20 Will virtual wheeling reach its destination?
40 Advanced CV safety technologies to be showcased at IAA
22
26
20 40
22 Are You Being Served? Multi-brand service centres look to take the next step in their evolution. Also on the cards are strategic plans to win customers’ trust with better service packages. Read on…
I N D I A ’ S F I R S T M A G A Z I N E F O R T H E A U T O M O T I V E A F T E R M A R K E T
Vol. 2 No. 3 September 2012 52 Pages `50
Brought to you by
INTERVIEW Devdutta Chandavarkar, MB
Brought to you by
NewsCarnation
Auto Monitor
Special Report Virtual Wheeling
Cover DesignVaruna NaikMahesh Talkar
NEWS 12 13
14 15
SEPTEMBER 2012 AFTERMARKET 9
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10 AFTERMARKET SEPTEMBER 2012
NEWS
CARNATION Auto has opted to
take the franchise route to reach out
to customers and recently kicked off its
first used car dealership in Thane, near
Mumbai. Its franchise partner, Car
Galaxy will provide Carnation certified
pre-owned cars.
“We are seeing increasing interest
among car buyers for upgrading to
premium or higher segment cars from
compact cars that they might own.
Moreover, we are looking to encourage
buyers to seek quality alternatives
in the used car segment on a neutral
platform not aligned with OEMs,”
said Chairman & Managing Director,
Carnation Auto, Jagdish Khattar.
Leveraging its existing car service
network, the company is hoping to
provide certified cars that have been
subjected through 160 points quality
check and in-house refurbishment.
Additionally, the certified used cars
would be offered free services, warranty,
hassle-free documentation, and after
sales support.
According to Carnations’ estimates,
the used car industry is expected to
grow at a rate of 18-20 percent per
annum, and the organised segment
is likely to witness faster growth at
around 40 percent.
“We are in a position to create leads
for used cars and even new cars by the
virtue of operating a network of multi-
brand service stations. We are looking
to leverage this advantage and this
franchise is a step in that direction,”
Khattar added. He emphasised that
Carnation is working on a portal or
online platform to connect buyers and
sellers of used cars and it is critical
for such potential to have a physical
infrastructure in place in order to create
customer confidence. The company is
looking to tie-up with finance partners
including banks and finance companies
to offer a one stop solution including
service, sales support and financing
for potential customers at most of its
outlets over a period of time.
Promoted by former Managing
Director of Maruti Suzuki, Jagdish
Khattar, Carnation Auto operates a
chain of multi-brand automobile sales
and service network with a state-of-
the-art infrastructure for car services,
and related solutions like accessories,
insurance, WoW (Workshop on
Wheels) and certified pre-owned cars.
It received its first round of funding
of `108 crore from Premji Invests and
IFCI Ventures, and debt funding from
Punjab National Bank for executing
the nation-wide rollout of its multi-
brand auto solution hubs. It also
recently concluded its second round
of funding of `85 crore from Gaja
Capital. Since its launch in October
2008, Carnation Auto has already set
up around 24 service centres, with a
collective count of 635 service bays
across 16 cities. It also operates 17 pre-
owned cars showrooms, and 50 odd
Workshop-on-Wheels. �
Our Bureau
Carnation takes franchise route
The used car industry is expected to
grow at a rate of 18-20 percent
per annum, and the organised segment
is likely to witness faster growth at
around 40 percent
(L-R)Rajan Pental, VP, HDFC Bank, Sanjay Wasan, CEO, Car Galaxy, Jagdish Khattar, Chairman & MD, Carnation Auto,
Ashok Khanna, Sen VP, HDFC Bank, At The Thane Dealership
Bosch Limited, Automotive Aftermarket, P.B. No. 3000, Hosur Road, Adugodi, Bengaluru - 560 030.Ph.: (080) 2299 9228, Fax: (080) 2299 9796 .www.boschindia.com
Sales Offices: Ahmedabad: Ph.: (079) 6614 2201. Bengaluru: Ph.: (080) 2213 2081/ 2222 5101/ 2227 7653/ 2223 7056. Bhubaneswar: Ph.: (0674) 662 8000/ 030. Chandigarh: Ph.: (0172) 458 7228. Chennai: Ph.: (044) 2815 5815/ 3916. Delhi: Ph.: (011) 2334 8264. Ernakulam: Ph.: (0484) 280 5601. Ghaziabad: Ph.: (011) 2334 7803. Guwahati: Ph.: (0361) 213 1647/ 648. Hubli: Ph.: (080) 2223 7056. Indore: Ph.: (0731) 425 5010. Jabalpur: Ph.: (0731) 425 5010. Jaipur: Ph.: (0141) 510 5881. Jodhpur: Ph.: (0141) 510 5881. Kolkata: Ph.: (033) 4015 1400/ 4015 1421. Lucknow: Ph.: (0522) 491 2503. Madurai: Ph.: (044) 2815 5815/ 3916. Mumbai: Ph.: (022) 2493 2071/ 72. Nagpur: Ph.: (0712) 268 1738. Panchkula: Ph.: (0172) 458 7708. Patna: Ph.: (0612) 645 0685. Punjab: Ph.: (0172) 458 7708. Pune: Ph.: (020) 6725 4769. Raipur: Ph.: (0771) 425 5600. Ranchi: Ph.: (0651) 236 1183. Rajkot: Ph.: (0281) 246 1571. Secunderabad: Ph.: (040) 2799 0266/ 0308. Vijayawada: Ph.: (040) 2799 0266/ 0308.
Save lakhs.Year after year.
Money saved is money earned!
Now, add to your profits by saving 5 litres per day! Here’s how… A truck that travels one lakh kms a year, will consume about 73 litres of diesel a day, considering an average mileage of 3.75 kmpl. Regular pump overhauls at Bosch Authorised Workshops will improve the mileage by at least 0.25 kmpl, bringing the diesel consumption down to 68 litres a day. Which is an outright saving of over 6 lakhs* a year! Go ahead, opt for Bosch Authorised Workshops. The advantage is yours!
*Conditions Apply. Estimated savings with regular servicing at Bosch Authorised Workshops are as per various field studies conducted by Bosch. Estimated annual savings for a fleet of 10 trucks each covering, 1,00,000 kms per year.
To know more about Bosch products and services, SMS ‘Bosch’ to 56363.
12 AFTERMARKET SEPTEMBER 2012
NEWS
JAPAN-BASED Marugo
Rubber Industries Ltd has
recently signed an equal joint
venture with Talbros Automotive
Components to manufacture
anti-vibration components for
automotive applications.
According to Talbros, the joint venture
company would undertake designing,
development and manufacturing of
rubber to metal bonded anti-vibration
products (suspension bushes, engine
mounts, strut mounts) and hoses for
the automotive sector. As a part of the
JV agreement, rubber business owned
by Talbros Automotive Component is
likely to be transferred to the proposed
joint venture company to be owned
by Marugo Rubber Industries Ltd,
Japan (50 percent + one Share) and the
company (50 percent-one Share).
The company declined to share any
details on the development. “We will
share details of the JV only after we
have plant ready for it,” said a company
official.
Marugo Rubber Industries, based
in Kurashiki, Japan designs and
manufactures rubber products such as
anti-vibration products, bushes and
rubber hoses for several OEMS such
as Suzuki, Mitsubishi, Fuso, Isuzu and
Nissan.
Talbros Group has been actively
scouting for global partners in different
areas within the automotive sector in
recent months. Talbros Automotive
Components (TACL) signed an equal
JV with the global automotive systems
and components supplier, Sistemi
Sospensioni SpA, a subsidiary of Italy's
Magneti Marelli for manufacturing
steering and suspension components.
Another group company, QH Talbros
entered into a technical alliance
agreement with the Japanese ball joint
manufacturer, Musashi Auto Parts.
The Japanese company which also
manufactures camshaft, transmission
and gear components apart from ball
joint will help the Indian partner
in design, development, testing of
prototypes and give the process for
mass manufacturing.
The gasket division of the group had
earlier signed a technical assistance
agreement with Sanwa Packaging
Industry Company, Japan, for
obtaining technical know-how for
the manufacturing of heat shields for
automotives and related applications.
The group has recently set up a plant
in Chennai for manufacturing steering
and suspension to cater to the needs of
Daimler’s new project, Bharat Benz to
which, it claims to be the single source
supplier for all chassis parts. �
tie up for rubber based products
Talbros-Marugo
Our Bureau
As a part of the JV agreement, rubber
business owned by Talbros Automotive Components is likely
to be transferred to the proposed joint
venture company to be owned by Marugo Rubber
Industries
SEPTEMBER 2012 AFTERMARKET 13
NEWS
HARMAN has acquired Bangalore-
based Interchain Solution to augment
the company’s automotive infotainment
and telematics offerings. Interchain’s
products such as GWVectra and
GWTrack will complement Harman’s
portfolio and also expand the
company’s reach to include commercial
vehicle makers.
Interchain Solution offers telematics,
fleet management, android-based in-
vehicle infotainment and location-based
solutions. Telematics is a technology
that uses IT and communications
in an integrated manner in cars and
other vehicles. According to Harman
officials, the acquisition will expand
its design and engineering footprint
in India and augment Harman’s
telematics offerings in the aftermarket
and OEM segment. Interchain has an
array of hardware platforms that are
deployed for fleet tracking, connectivity,
telematics applications and an Android-
based infotainment solution for auto
manufacturers. The acquisition also
complements Harman’s existing portfolio
and gives it access to Interchain’s
customers that include TeleAtlas,
ALJACS Toyota, Mahindra & Mahindra
and government institutions such as
police and transport departments of
various cities across India.
MD, Harman India, Anand
Ramamoorthy said, “The combination of
Interchain and Harman will provide our
customers in both established and emerging
markets a compelling proposition. In
addition to enhancing our competitiveness,
speed to innovate and spread of offerings
in the space, it will allow us to offer our
clients integrated and competitive products
and solutions.”
In addition to planned integration
with Harman, Interchain will continue
working with its existing customers in
deploying and maintaining its custom
solutions. Interchain employs some of
the brightest engineers for end-to-end
product design and development at its
R&D centre in Bangalore. �
steels India footprintInterchain acquisition
Our Bureau
In addition to enhancing Harman’s competitiveness,
speed to innovate and offerings, the tie up with Interchain will allow it to
offer competitive products & solutions
14 AFTERMARKET SEPTEMBER 2012
NEWS
PRODUCTS like BCMs (Body
Control Modules) with remote key
and CAPE (Car Access Passive Entry)
systems may well be the road to growth
for Hella India Automotive Private
Limited (HIAPL) or erstwhile Hella
India Electronics (HIE). The company
sees a high potential for the range of
products that can be tailored to this cost
sensitive vehicle segment.
The company has tuned a number
of products catering to the emerging
requirements of OEMs. Its portfolio
includes products like battery sensors
and voltage stabilisers to implement
idle-stop functionality and fuel control
modules to reduce the average power
consumption of the fuel pump. The
manufacturer of components and
systems for lighting technology and
electronics sees a rise in demand for fuel
efficient vehicles in the Indian market.
Currently, the industry demand is
driven by the increasing fuel prices,
the cost of ownership, government
regulations on environmental
target and emission control norms,
and competition with respect to
global OEMs.
With all the major global vehicle
manufacturers making their foray
into the Indian markets, the ready
availability of advanced features has
fuelled the demand for electronics
content in the vehicles here. In order to
cater to the rising demands of the ‘more
aware end customers’ for safety, comfort
and to ‘stay connected’, the pressure
to enhance the electronic component
usage on OEMs has significantly gone
up. In fact, high electronics content is
now one of the main differentiating
factors contributing to the success of
the respective vehicles.
The key features that are sought after
are fuel efficiency, comfort and safety.
At the Auto Expo 2012 held early
this year, a shift in trend was observed
viz-a-viz the previous Auto Expos.
The driving and differentiating factors
were high electronics-based passenger
comfort and safety enhancing features.
Another trend leading to enhanced
electronic component usage is driven by
the government regulations.
“In the area of fuel efficiency, we don’t
see a big difference, rather a greater
need for cost sensitive vehicles as these
products help to reduce the cost of
ownership. The challenge will be to make
comfort features cost competitive for B
and even A segment cars. We will see B
segment cars in the future with BCMs,
RKE (Remote Keyless Entry), CAPE
(Car Access Passive Entry) systems,”
said MD, HIAPL, Naveen Gautam.
Products contributing to fuel
efficiency include FCM (Fuel Control
Module), EVP (Electronic Vacuum
Pump), IBS (Intelligent Battery
Sensors) and DC/DC Converters &
Stabilisers. In addition to this, the
company sees an increase in Drive by
Wire, where HIAPL is offering APS
as well as torque and angle sensor for
power steering. In terms of growth,
Hella is targeting a growth of 25 percent
between 2010 to 2015.
“In these areas, we are working on a
variety of products in the market like
EVP, FCM, battery sensors, DC/DC
converters and stabilisers, oil sensors,
Position Sensors (CIPOS) such as
steering or throttle position sensors and
APSs (Accelerator Pedal Sensor), where
we are one of the leaders in the global
market,” added Gautam. �
vehicle safety on Hella’s cardsDeeper penetration,
Nabeel A Khan
SEPTEMBER 2012 AFTERMARKET 15
NEWS
SPARK Minda sees a huge growth in
terms of upgradation from the basic
audio systems to ones with touchscreen,
mobile connectivity, navigation & TPMS
and is looking to strengthen its footprint
the in-car infotainment segment.
The component manufacturer’s JV
partners are already providing telematics
solutions to companies in Europe for
commercial vehicles and the company
is looking to provide solutions to Indian
OEMs and the aftermarket with the help
of JV partner. It is continuing to explore
merger and acquisition opportunities in
telematics and navigation systems.
“We plan to become a major player in
this segment. We see the growth both in
OEM and aftermarket on same platform.
Although the current market scenario is
a little bleak, but the silver lining, even in
current scenario, is that sales of high-end
audio systems are increasing rapidly,”
said Group Chief Executive Officer,
Spark Minda Group, Ashok Minda
to Aftermarket.
Telematics and in-car navigation—
defined as the exchange of information
between a satellite, fixed on a mobile
asset through a wireless communication
device with the external world—is a
tool that helps in enhancing driver
experience. The company is also eyeing
a breakthrough in technology to provide
a low cost solution by integrating the
fixed navigation to instrument cluster
or central information display. This can
extend the market to mid-size and entry
level cars and reverse the scenario as more
than 50 percent of the navigation system
can be integrated unit. Presently, nearly
90 percent of the navigation systems are
smart phones or portable devices, which
are sold as aftermarket products. The
electronic content in a car used be about
10 percent of the cost in 80s. The present
car has about 35 percent of electronics
and is expected to be 50 percent in next
10 to 15 years.
The global trend with regard to in-
car entertainment category is towards
integration of devices and functionalities.
After integrating various products like
navigation, video, Bluetooth technology
in one product that is wi-fi enabled. It
is expected that in-car entertainment
systems, which will work on in build wi-
fi systems and transfer of music not only
from within the car but from home or
other cars.
“The Indian market is catching up
very fast with the changes, while new
technologies are getting adopted both at
OEM and aftermarket levels. New car
models have been launched with integrated
double-din touchscreen systems, which
has in-built navigation, Bluetooth, parking
assistance etc. Even A & B segment cars
are now coming with company fitted
systems. The consumer is also getting tech
savvy and is ready to adopt / spend on the
new technology,” Minda added. �
in-car infotainment market
with JVs, new tech
Minda to SparkNabeel A Khan
The consumer is getting tech savvy and
is ready to adopt / spend on the new technology—
Ashok Minda, CEO
Ashok Minda, Group Chief Executive Officer, Spark Minda Group
16 AFTERMARKET SEPTEMBER 2012
NEWS
HINDUSTAN Motors Ltd (HML)
launched its Mitsubishi dealership in
Amritsar recently, thus bringing the
number of dealerships in the country
to 39 of which, 12 are located in
north India.
HML is already successfully
running four Mitsubishi dealerships
in Punjab. Those are located in
Chandigarh, Ludhiana, Jalandhar
and Mohali and its recent addition,
the new dealership is called M/s
Kapoor Motors.
Speaking on the occasion, Managing
Director, HM, Uttam Bose said, “Punjab
has always nurtured a special fondness
for the macho Mitsubishi sports utility
vehicles. Our vehicles and the people of
Punjab share the rare mix of strength
and go-getter ability. The renowned
automobiles appeal to the spirit of those
who want to explore racing across the
most difficult and challenging terrains.
At the same time, our SUVs serve as
most comfortable and luxurious modes
of travel on city roads.”
The dealership has 3S facility and is
owned by Revant Kapoor, who has an
MBA and comes from a family that is
already involved in automotive business.
The dealership is located in the heart
of Amritsar on GT Road, NH 1. The
showroom is spread over an area of
6,000 square feet with a service area
across 16,650 square feet with 14 bays
and a capacity of servicing 25 vehicles a
day. It also has 800-square feet space for
spare parts.
M/s Kapoor Motors employs 26
personnel—eight in sales department and
18 in service department. All of them are
trained up to L1 and L2 standards. �
launches dealership in
Amritsar
Mitsubishi
Our Bureau
The Mitsubishi SUVs appeal to those who want
to explore racing across challenging terrains. At the
same time, our SUVs serve as luxurious modes of travel on city roads—Uttam Bose
(Left & Right) Uttam Bose Speaks At The Dealership Launch
SEPTEMBER 2012 AFTERMARKET 17
NEWS
HMIL has extended strategic
agreement with Shell Lubricants,
as its preferred lubricants supplier
for next three years. In India, Shell
Lubricants has been the preferred
lubricant partner for HMIL since
2008. The association between Shell
Lubricants and Hyundai Motor India
Limited (HMIL) has been forged
since 2004. With more than three
years of successful association, the
extension of their strategic alliance
till 2015 is a positive for the two
automotive brands.
Commenting upon
the association, Country
Head-Lubricants, Shell
India Markets Pvt
Limited, Nitin Prasad
said, “We believe that
the combined strength
of the two global
brands will continue
to benefit all Hyundai customers in
India. Our people, technical superiority
and customer collaboration helps
Shell to develop practical solutions
to address the toughest automotive
challenges faced by our partners and our
shared customers.”
Shell Lubricants has been striving
to provide world class services
and satisfaction to all its partners
and consumers and with this new
development, the association and
level of service only gets stronger.
Innovation, world-class technology and
technical partnerships are at the heart of
Shell Lubricants. �
Our Bureau
Hyundai oils Shell alliance for three years
18 AFTERMARKET SEPTEMBER 2012
NEWS
NATIONAL Engineering Industries
(NEI) is setting up a new bearings
manufacturing facility in Gujarat with
a capacity of around twenty million
units per annum. The CK Birla Group
company will invest around `500 crore
in this highly automated facility in the
next five years for catering to OEM and
the aftermarket requirements.
NEI, which manufactures and
sells bearings under the brand ‘NBC
Bearings’, is making this investment as
part of its `700 crore investment plan to
be implemented over the next five years
that it had chalked out earlier this year.
“We are planning to set up a new
plant in Gujarat, the land for which will
be finalised shortly. We expect that the
production from this plant should start
in the third quarter of the next financial
year,” said President & Chief Executive
Officer, NEI, Rohit Saboo.
The decision to move to the western
state of Gujarat comes as many of the
customers including Hero MotoCorp,
Tata Motors and Maruti Suzuki have
either already built their units or are in the
process of setting up of their respective
plants.
NEI hopes to increase the efficiency
at the new plant at least by 15 percent
because of the improvement in the process
technology, new machine and high level of
automation. The component maker is also
looking at reducing the quantity of nickel to
offset the increasing cost of raw materials.
“The quality of material is extremely
important in bearings. We are currently
testing alternate materials ,which may
be cheaper in the long run. These tests
will take at least one and a half years to
complete and only then we will be able to
decide on alternate material,” Saboo added
Long Term PlansThe company does think that the
current blip will impact growth in
the short run but in the long run, the
Indian growth story is likely to remain
intact. The company continues with
its previously announced investment
plans to be implemented in the next
five years. The company is looking to
invest around `500 in the Gujarat plant
while the balance `200 crore will be
invested in the existing three plants. It
remains bullish and hopes that by 2016,
it will be able to double its revenue to
`2,000 crore.
The company is also looking at
multiple suppliers of steel to avoid
monopolistic pressure. Currently, it has
two suppliers but hopes that in the near
future it will develop more suppliers.
Ironically, NEI has increased its exports
to Europe even though the European
economy is suffering. This is because
the component manufacturer’s presence
in Europe was relatively small. Now it
is adding new customers in Europe and
approximately 10 percent of the total
exports is going to Europe. NEI claims
to have maintained profit margins
comparable to the industry and going
forward, it is looking at value additions
within its product ranges itself and not
planning any diversification.
The component maker has also
increased its spending on R&D from
less than 0.5 percent of its turnover in
earlier years, to more than 1.25 percent
in the current turnover. �
to be operational by 2013NEI’s bearings plant
Nabeel A Khan
NEI is making this investment as part of its
`700 crore investment plan to be implemented over the next five years that it had chalked out
earlier this year
20 AFTERMARKET SEPTEMBER 2012
SPECIAL REPORT
WITH shrinking resources, civilization
is seeking refuge in new technologies
and innovations, which at times provide
solutions and at times, they fail. In
the context of automobile retail, the
biggest constraint, in the current times
is unavailability of space, skyrocketing
real estate prices and declining
profit margins.
The industry has been exploring a
couple of new methods and techniques
to undo the pressure that is impeding
growth. On several platforms, dealers
have unanimously recommended
vertical expansion for the maximum
utilisation of space. The success of the
internet has also triggered a burning
debate but could not do much to
palliate the requirements of actual
dealership.
“By way of the internet, people only see
information, and make comparisons but
when it comes to buying, the customers
rely on the real experience—like test
driving and touch-and-feel experience,”
President, Federation of Automobile
Dealers Associations (FADA), Nikunj
Sanghi told Aftermarket.
The Virtual ShowroomHowever, with the advent of newer
technologies like 3D and high quality
imaging, somewhat life-like experience
is being offered. Recently, Mahindra &
Mahindra introduced XUV 500 Virtual
Experience Centre in New Delhi. The
outlet is a showroom without any vehicles
on display—not a temporary setup, but
a company outlet. Visitors can see the
vehicle on the screen in its actual size,
in a life-like environment.
“You can see how the car would
look in the morning, afternoon, or at
a parking bay. You can also select the
colour and features; you can open the
door and peep inside. The software
provides comprehensive experience
and some of them are even better than
the actual dealerships,” said Managing
Director-Dassault Systèmes India, Dr
Chandan Chowdhury.
Changing Consumer PreferencesRecently, the Paris-based Dassault
Systems, a world leader in 3D design,
3D digital mockups and Product
Lifecycle Management (PLM)
solutions, which provided the software
support to the Mahindra & Mahindra
virtual dealership in New Delhi, puts
weightage on the immense potential for
the virtual dealership concept in India.
Will virtual wheeling reach its
asks Nabeel A Khan
destination?
You can see how the car would look in the morning, afternoon,
or at a parking bay. You can also select
the colour and features; you can open the
door and peep inside. The software provides
comprehensive experience and some
of them are even better than the actual
dealerships—Dr Chandan Chowdhury, Managing
Director-Dassault Systèmes India
SEPTEMBER 2012 AFTERMARKET 21
SPECIAL REPORT
“We have seen that there has been
dramatic increase in the cost of real
estate in India and it will propel huge
demand for virtual dealerships in the
country. We hope that by the end of
this year we will have more than 150
virtual dealerships in the country.”
CEO, Enovia, Dassault Systemes, Andy
Kalambi said.
A recent survey conducted by
Capgemini revealed increased interest
in buying cars online, and a growing
demand for new vehicles in mature
markets (66 percent, up from 61 percent
in 2010).
The study surveyed over 8,000
consumers in Brazil, China, France,
Germany, India, Russia, the UK and
the US provides a detailed analysis
of CV buying behaviour around the
world including shopping patterns,
social media usage, online buying,
green vehicles, customer interaction,
aftersales and servicing. Key findings
from this year’s study include the role
of the internet and social media—
putting consumers in the driving seat.
Consumer internet behaviour, as well
as the rise of tablets and smartphones
are increasingly impacting the vehicle
decision and buying processes, with
price, guidance and product information
continuing to be the primary features
consumers’ research via the internet.
Future Potential“There is a potential for such outlets
(virtual dealership) but it cannot match
with the actual dealerships as people
would like to have touch and feel
experience and real test drive,” Sr Vice
President, Sales & Marketing, Honda
Siel Cars India (HSCI), Jnaneswar Sen
said. He further added that the concept
is worth exploring for HSCI.
Executive Director, Maruti Suzuki
India Limited, Shashank Srivastava, said
that the virtual dealership with the help
of digital technology can only support
the actual dealership. The customers
can get information on features, colours
and other basics using virtual and
digital showrooms, which will reduce
the pressure on the sales person at the
actual dealership.
“Cars are probably the second biggest
purchase of people, so they would like
to have the first hand touch-and-feel
experience. They would like to test the
vehicle many times before buying so the
actual dealership remains irreplaceable”
Shrivastava signed off. �
We have seen that there has been dramatic increase
in the cost of real estate in India
and it will propel huge demand for
virtual dealerships in the country. We hope
that by the end of this year we will have more than
150 virtual dealerships in the country— Andy Kalambi, CEO, Enovia,
Dassault Systemes
22
COVER STORY
AFTERMARKET SEPTEMBER 201222
Even as multi-brand service centres look to take the next step in their evolution, concerns and issues abound on the business models. Also on the cards are multi-pronged strategic plans to win
customers’ trust with better service packages and enhanced penetration. Read on…
COVER STORY
SEPTEMBER 2012 AFTERMARKET 23
COVER STORY
MULTI-BRAND automotive servicing
has been a relatively newer phenomenon
in the auto sector. Their acceptance by
customers could at best be termed mixed
and at worst be termed as wanting.
Some of the players who entered the
business with the desire to break the
stranglehold of OEM-authorised service
stations and offer a viable proposition
to customers, are still in the process of
evolving their business models in order
to remain viable. The business has turned
out to be tougher than expected but
players are continuing to pin their hopes
on customers to give them a chance
to serve.
Industry players point out that multi-
brand servicing is still at a very nascent
stage in India with around a percentage
of total share or value of the car servicing
business handled in the organised sector
service centres as compared to around
25 to 30 percent share in developed
countries.
“Most customers are looking for a
dependable and affordable place to
service their vehicles (mainly cars) as
opposed to choosing between extreme
alternatives—high cost manufacturer
authorised service stations versus
unorganised local garages,” stated
Chief Executive Officer, Mahindra
FirstChoice Services, YVS Vijay Kumar.
One of the first players in the multi-
brand car service segment, Mahindra
FirstChoice had its share of trial &
errors and currently has around 12
centres including nine company-owned
outlets. It is gearing up to be able to
service around 60,000 to 70,000 cars
per annum. The operating philosophy
is faster turnaround while offering
consistent service quality to attract
and retain customers. It is aiming to
grow the network to have around 50
to 60 franchisees and equal number of
company-owned outlets over the next
two years or so.
“We are looking to have an equal share
of company owned and franchisee run
service stations in the medium to long
term. We aim to establish our presence
and brand identity with retail customers
and it has taken us some time to arrive
at an optimal sized service station format
that could possibly be replicated across
the country,” he added. He elaborated
that a multi-brand player in the car
servicing business could require anywhere
between 15,000 to 25,000 sq ft space with
around 15-22 service bays to veer towards
breakeven point and turn profitable.
He pointed out that it has been a
challenge for his company and for the
sector as a whole, to establish itself
given the fact that offering services
at a lower cost, at times from prime
locations in big cities, while maintaining
23
Abhishek Parekh & Nabeel A Khan
YVS Vijay Kumar, CEO, Mahindra FirstChoice Services
24 AFTERMARKET SEPTEMBER 2012
COVER STORY
consistently high service standards is a
tricky proposition.
Even though the industry is around
half a decade in its existence, most
players point out that it is still a struggle
to win customers’ trust and confidence.
Another major challenge is acquiring
and maintaining technical competency
despite a growing number of models and
variants and limited or complete lack of
support from OEMs.
In fact, OEM apathy is also
manifested with continuing restrictions
on availability of spare parts in the
open market. Despite significant
improvements over the last few years,
availability of spares for cars costing
more than `five lakh continues to be
restricted by some of the OEMs.
“Availability of spare parts in the
open market, especially for premium
cars is still a concern but the situation
is only likely to positively improve
towards wider availability and better
transparency as OEMs are expected to
COVER STORY
Today, there are an estimated 20 million cars
on the streets and we are adding more
everyday. Only one third of these cars
go to the authorised service stations.
Post warranty car owners look for alternatives.
That’s the opportunity we are looking to address—
Venu Donepudi, Co-Founder & Managing
Director, CarZ
Venu Donepudi & Vijay Gummadi, CarZ
SEPTEMBER 2012 AFTERMARKET 25
COVER STORY
be concerned about the servicing costs
for the customers,” said Kumar.
“Today, there are an estimated 20
million cars on the streets and we are
adding more everyday. Only one-third
of these cars go to authorised service
stations. Post warranty car owners look
for alternatives. That’s the opportunity
we are looking to address,” Co-Founder
& Managing Director, CarZ, Venu
Donepudi told Aftermarket.
Going by the above statistics, about
1.2 crore to 1.4 crore cars go outside
the dealership network every year for
aftersales services. The average spending
on repair & maintenance on a car is
around ̀ 10,000 in a year. Hence the total
size of the aftermarket segment in India
is close to `14,000 crore.
CarZ hopes to reap a turnover of `20
crore this year thereby notching up a
growth of around 400 percent compared
to the pervious year and is looking to
maintain this pace till 2018. It services
around 16 cars on a given day, much
below its capacity of around 42 cars.
It currently operates 16 outlets spread
across Karnataka, Andhra Pradesh,
Kerala and Tamil Nadu. The company
plans to add at least 30 outlets by next
year, which will include entering new
states like Gujarat and Maharashtra.
CarZ was conceived by founder duo—
Venu Donepudi and Vijay Gummadi
in 2006 when they were working for
GM in the US. After extensive research
on the Indian automobile market, the
partners found that that there was a huge
untapped opportunity that lay for them
to explore and hence they returned to
India in 2008.
The OEM dealerships have their
hands full, as sales volume of the cars
have been constantly growing every
year. With India poised to be one of the
largest customer base for auto majors,
there has been a huge influx of cars,
both high-end and mid-segment models
on the India roads, that merit expert
handling. The company’s first service
outlet was operational by February 2010
in Hyderabad with an investment of
around `1.5 crore and the breakeven was
achieved by April, 2010.
CarZ is now looking to set up a
nationwide presence in a plan that
envisages having around 300 service
outlets by 2018, for which, it has
received a venture capital funding of
$five million last year. It is looking to go
the franchise route, wherein 70 percent
of the outlets will be franchise outlets
and the remaining would be company
owned ones.
Multi-brand service stations have
already evolved to offer a range of repair
services for all makes and models of cars
like routine and preventive maintenance,
electrical and mechanical repair, accident
repair—denting and painting, tyres and
services, battery, variety of styling and
performance accessories, interiors and
exterior detailing.
“It is critical for a new player to
establish brand equity in a segment that
one may have chosen to enter and be
seen by customers as a long term player.
Building trust is the key,” said Managing
Director, Carnation Auto, Jagdish
Khattar. He added that there is adequate
space for many more players to thrive in
this business and the segment is likely
to witness increased participation from
overseas organised players in servicing
and parts distribution business in the
coming months.
For newer players like CarZ, the biggest
challenge continues to be the availability
of real estate. It has been working on
an asset light model by opting to have
a long term lease rather than outright
purchase of land. The second challenge is
finding skilled manpower and it is trying
to address this issue by opening only one
workshop in, say a new Tier II city, and
having a maximum strength is 25 people
including 20 or so technical and five
administrative staff.
One of the positive aspects of the slower
spread of multi-brand service stations are
acceptability by insurance companies.
Donepudi said that the third party
service centre like his is a “sweetheart”
for the insurance companies.
“They just love us because we are about
30 to 40 percent lower in terms of pricing
than the authorised service stations of
OEMs,” he explained. But lower cost
does not automatically translate into
higher business as most multi-brand
service providers are realising to their
disappointment. Customers need to opt
for a multi-brand service station over a
company authorised service shop for
accidental repairs or other such jobs.
“Insurance companies are gradually
realising the potential of multi-brand
service stations and the benefits they
can bestow on the customers in terms of
lower cost of repairs and maintenance.
But it would be unrealistic to expect an
overnight change of attitudes on part of
customers. They need to have sufficient
confidence to come to us for claiming
insurance reimbursement for their
vehicles. We need to collectively address
this challenge,” said Vijay Kumar of
Mahindra FirstChoice.
Though potential for multi-brand auto
service is immense, it may be a while
before players are able to find a foothold
and settle in the ‘promised’ land. �
Jagdish Khattar, MD, Carnation Auto
26
IN CONVERSATION
AFTERMARKET SEPTEMBER 2012
“Our job is to help our customers experience the
difference of being a
Mercedes owner”Mercedes-Benz India has already been present in the country for around two decades. It has established a wide and reliable service network across major towns and cities. Director, After Sales, Retail Training, Homologation, Member of the Board,
Mercedes-Benz India Pvt Ltd, Devdutta Chandavarkar speaks to Aftermarket on the nuances of setting up a luxury car service
network and his outlook for the automotive service industry.
27
IN CONVERSATION
SEPTEMBER 2012 AFTERMARKET
How do you rate the aftersales
infrastructure for luxury cars?
The growing market has made it
imperative for car manufacturers (and
especially luxury car makers) to focus
attention on aftersales services. In fact,
the importance that Mercedes attaches
to aftersales services can be gauged
from the fact that the head of aftersales
services is part of the management
boards, globally and in India.
Aftersales service is an independent
vertical for Daimler globally and we
attach importance to aftersales service
in the manner very few automobile
manufacturers would do and this has
been a major factor in helping us achieve
a sustainable market share in many
countries globally. We have elaborate
systems and processes for catering to
specific requirements of customers in the
premium or luxury segment and people
are key to these processes.
What has been the major change for
Mercedes in the aftersales arena in
India over the years?
One of the major changes is
that we have been able to train and
develop experienced technicians
or professionals for delivering our
aftersales services. When we started
in India in a major way around 1996,
technicians for repairing luxury cars
were just not available. We had major
issues with finding trained technicians
for many tasks at our service centres.
Even a decade ago, many of our service
centres were manned by expatriates to
deliver a consistent service experience
to customers. With strategies and
consistent efforts, the situation has
improved for us to such an extent
that technicians working in India are
competing with their counterparts
globally within and outside Mercedes
network and Indian technicians
are amongst top five in more than
52 markets for Mercedes globally
in terms of technical competency,
service delivery and other aspects of
aftersales services.
What has this competence level
meant for you?
For any luxury car manufacturer,
it is important that a customer gets
consistent services at various locations
within a market. Also the vehicle
needs to be in the best of the condition
for most of its productive life with the
owner. Hence the major part of our job
as a luxury car manufacturer is to ensure
top-of-the-line aftersales services to
help our customers experience the
difference of being a Mercedes owner.
What efforts have you made to achieve
the desired level of competency at
your service centres?
One of the major issues that we
have had to tackle (and are still facing)
is that the education and training
curriculum at many of the ITIs,
vocational training institutes and even
engineering colleges is so outdated
that students are not competent to
handle any vehicle. It has taken us
significant efforts to train and retrain
people in the aftersales division to
meet our expectations. We have tied
up with engineering colleges and
polytechnic institutions in couple of
locations and are looking for more
such public private partnership in
order to source qualif ied people. We
offer programmes like ‘Advanced
Diploma in Automotive Mechatronics’
(ADAM) at institutes in Pune and
Aurangabad. The students can
complete their regular diploma or
degree at these institutes and join the
advanced diploma programme for one
year and have the option of joining us
or any other automobile brand. Over
the next seven to ten years, we are
expecting entrepreneurs to be created
through such a system and aid in
the growth and development of the
automotive service business in India.
What is your view on the growth
of multi-brand service stations in
India?
Multi-brand service networks
are majorly entrenched in developed
countries. It is a newer concept here
and has a long way to go. The biggest
issue is trained manpower. It is very
difficult to find a technician who
can handle a car manufactured by
Mercedes or BMW or Audi, and
deliver the expected level of service
satisfaction to any customer. One can
have the latest garage equipments and
technology at the service stations but
without adequately trained people, it
is like having a body without a soul.
Moreover, we have been witnessing
multiple generations of a car model,
especially in the premium segment,
being brought to a service station
every other day. The models are
significantly different in terms of
features and controls and require
competent handling.
What are the network expansion
plans of Mercedes in India?
We are looking to have a mix of
small, medium and large sized service
stations in India at various locations.
We typically enter a new location with
a small workshop and then gradually
expand our presence with bigger service
and sales outlets depending on the
potential of the location. A small service
station is capable of handling four to five
cars a day while a medium or large sized
workshops -that would adopt an ‘auto
house format’ -could handle 15 to 20
or more cars a day, with a sales outlet.
Infrastructure and manpower continues
to be a challenge and will remain so in
the coming years. �
Abhishek Parekh
28 AFTERMARKET SEPTEMBER 2012
SPECIAL REPORT
INDIAN component manufacturers
can avail over $10 billion opportunity in
the US aftermarket provided they match
China’s current share amongst Low Cost
Country (LCC) imports, according to a
recent study conducted by AT Kearney.
Currently, China accounts for 3.6
percent share of total imports by US
while those from India stand at a mere
0.2 percent. On India’s presence in the
US aftermarket and its entry in the US,
Senior Manager, Automotive Practice,
AT Kearney, Kaustav Sen said, “India
is nearly non-existent in the current
US aftermarket. A partnership with
speciality retailer or programme groups
can give component manufacturers a
potential entry in the US aftermarket.”
Any dilemma if ever existed on the
quality of Indian parts or components,
President, ACMA, Arvind Kapur
cleared when he said, “Today, 80 percent
of the components and parts production
goes to OEMs and Tier Is. It reflects the
quality of parts OEs are producing. They
are used to the system and therefore can
take advantage of global aftermarket.”
Supporting AT Kearney’s study, a
prospective study from Frost & Sullivan
throws light on decreasing OE and
aftermarket parts sourced from suppliers
in the US in the last 10 years. On the
contrary, countries like Japan, China,
Germany, Korea, Mexico and Canada
have become main exporters of auto parts.
In order to capitalise on the US
aftermarket, Indian suppliers need to
focus on some key areas. Expanding
aftermarket portfolio is the first step to
be taken wherein the Indian suppliers
need to focus on becoming system
suppliers rather than components or
parts suppliers. Another approach can
be to diversify as per the demands in the
respective market. Frost & Sullivan sees
a growing demand for tyres, body parts,
brake parts and batteries in the North
American market.
Maintaining a diverse parts portfolio
however comes with its own share
of problems like higher inventory
levels and distribution costs, inventory
obsolescence owing to rapid pace of
innovation and makes the supply chain
stiff due to longer order response times.
However, AT Kearney suggests counter
measures like rationalising low value or
low volume parts and outsourcing them
completely from third parties in order to
deal with the situation.
On the contribution of SMEs towards
growth of larger industries, Joint
Secretary, Ministry of Micro, Small and
Medium Enterprises, Government of
India, CK Mishra said, “SMEs can help
and stand and try to see how to push
aftermarket globally. Contribution of
SMEs to large industry units is vital”.
Secondly, Indian suppliers need to focus
on OE supplies and aftermarket supplies
Ten billion dollar opportunity for
Indian aftermarket
India is nearly non-existent in the current
US aftermarket. A partnership with
speciality retailer or programme groups can give component
manufacturers a potential entry in the US
aftermarket—Kaustav Sen, Senior Manager,
Automotive Practice, AT Kearney
Jagdev Kalsi
SEPTEMBER 2012 AFTERMARKET 29
SPECIAL REPORT
equally rather than being OE-centric. As
per AT Kearney’s findings, integrated retail
channel and programme group distribution
channel have relative ease of penetration,
average margins and uncomplicated
channels. However, penetrating OE
replacement channel remains the toughest.
Thereby, a shift of focus is necessary for
component and part manufacturers.
Thirdly, bigger SME pools need to be
created in order to flex manufacturing
setup that will further support the
above findings. For conventional OEM
orders, suppliers can optimise resource
utilisation while lead time can be reduced
for aftermarket orders.
Another territory that can prove
advantageous for component
manufacturers is introduction of their
private labels in the US aftermarket and
supplying them to programme groups or
large retailers which thereby benefit from
increased reach and scale.
Additionally, the US aftermarket also
remains a risk-free option considering its
steady growth (two-three percent CAGR)
instead of the undulating OE market that
is more prone to ups and downs. Year
2012 has also seen the average age of car
fleet reach an unprecedented level of 10.8
years. Between 2007-10, aftermarket in
North America continued to grow despite
the economic recession, as per Frost &
Sullivan study. It is also expected that the
US aftermarket to grow with a CAGR of
2.1 percent for the next seven years. �
30 AFTERMARKET SEPTEMBER 2012
INSIGHT & OUTLOOK
30
Capturing the automotive aftermarket
windsThe customer perspective: Increasing choices
INSIGHT & OUTLOOK
SINCE June 19, 2011, the automobile
industry in Europe has been subject to
EU Regulation 566/2011, according to
which, manufacturers are obligated to
release electronic data enabling the exact
identification of replacement parts for
vehicles. This will further strengthen the
position of independent service providers
in the aftermarket sector, a sector that
includes automotive services, parts,
and the maintenance business. In the
future, independent operators will thus
have the same access to electronic repair
and diagnostic information enjoyed by
authorised repair shops.
With this, the EU Commission is
systematically following the path it has
pursued since the turn of the century
with a variety of regulatory amendments
(eg 1400/2002; 715/2007; 692/2008;
595/2009; 461/2010; 64/2012). The
goal is to create a competitive landscape
in Europe in which independent repair
shops and authorised repair shops
compete to serve different customer
needs and segments. The idea is to
strengthen the customer’s position and
to encourage intense competition on all
Michael Book, Eric Ellul Cornelia Ernst, Benjamin Frowein, Ewald Kreid, Rafael Rilo, Georg Sticher & Hadi Zablit
SEPTEMBER 2012 AFTERMARKET 31
INSIGHT & OUTLOOK
levels of the repair and parts value chain.
So far, the Commission seems to have
been successful in realising this goal:
Independent service providers have in
recent years further expanded their parts
and service businesses at the expense
of OEM; traditional authorised repair
shops are experiencing (price) pressure
from large independent service providers;
and in the meantime, non-traditional
players have also entered the market:
Insurers, fleet operators, and leasing
firms have long since begun to strike
exclusive agreements with independent
repair shops, effectively lowering their
costs and channelling customers to
contractually agreed independent
service providers.
Brisk competition and price pressure
have been advantageous for European
customers. The European aftermarket
has thus been transformed, in terms
not only of prices, but also of customer
satisfaction—just as the EU Commission
wanted. In summer 2011, the European
Automobile Manufacturers Association
(ACEA) contracted BCG to perform
a detailed analysis of the aftermarket in
Europe with the view to establishing the
facts around the state of competition
in the sector and overall customer
satisfaction in this area. BCG has
investigated the current market dynamics
and identified trends that will shape the
coming decade. Our analysis was based
on three central questions currently
being asked by both market players and
the EU Commission: How do customers
benefit from the changes? How intense is
competition now? And in what direction
will the market develop?
Building on our industry expertise
we conducted extensive interviews with
automotive industry experts from across
the aftermarket business spectrum. A
statistically relevant survey of over 1,500
customers in five European countries—
Germany, France, Spain, Great Britain,
and Poland—provided the customer
perspective. Analysing the results, we
developed forecasts about the trends
that will characterise the market. Based
on these results, we were able to identify
opportunities and challenges facing the
various market players.
Within the highly fragmented overall
market for automotive services, two
channels can be differentiated: The first,
the “authorised” channel, is comprised
of vehicle manufacturers (VMs), their
country organisations, dealer networks,
and repair shops, both single- and multi-
brand. The second, “independent” channel
is comprised independent service providers
(or independent operators). The central
players in wholesale are independent
distributors and purchasing networks
comprising numerous players that join
forces to bundle volume and realise better
prices. Finally, the independent channel
also includes companies that collect,
process, and sell data.
On the retail level, independent service
providers can be broken down into three
types of repair shops: (1) franchises that
offer a full range of services and are
part of a dealer network or franchise
system; (2) automotive centres and “fast
fitters,” ie repair shops with standardised
and often limited service offers that
frequently include parts retail; and
finally, (3) small, “corner” repair shops
that offer the full range of services and
function completely independently.
High Quality, Lower CostsEuropean drivers are profiting from
increased market transparency and lower
service costs. The cost of auto repairs and
parts has declined steadily in Germany
in recent years: From 2003 to 2010,
maintenance costs per year and vehicle
sank by an average of 21 percent. This
significant reduction is less the result of
intensified competition among service
providers than of better-quality parts
and thus longer maintenance intervals.
At the same time, the cost of parts has
risen only slightly.
In addition to cost advantages,
the structural developments in the
aftermarket have made for a highly
transparent market. For each repair
32 AFTERMARKET SEPTEMBER 2012
INSIGHT & OUTLOOK
or service event, customers can choose
the offer that best fits their individual
requirements and personal criteria. This
level of market transparency and the
steady decline of costs have resulted in
high customer satisfaction. Nearly all of
the surveyed customers indicated that
they are highly satisfied or satisfied with
the performance of their repair shops,
including initial price quote, final price
paid, time to get an appointment, value
for money, time needed for repairs,
different part options, technical quality,
and adherence to schedule.
The survey showed which criteria are
most important for customers to select
a repair shop: At the top of the list
are value for money and parts quality.
Customers feel that they get the best
value for their money from automotive
centres, fast fitters, and independent
repair shops, but when it comes to
parts quality, customers prefer franchise
repair shops and traditional authorised
repair shops.
Wide Recognition Of Branded ChainsCustomers are well aware of the wide
range of service offers: Our survey, which
was conducted in summer 2011, shows
that nearly all European car drivers—
nine out of ten—know the names of
the big independent service providers
in Western European countries. Of
the independent service providers,
Carglass is the most well-known brand
in France, with name recognition of
90 percent. In Spain and Great Britain
Kwik-Fit is the most recognised with
86 percent recognition, and in Germany
A.T.U is the most recognized with 85
percent recognition.
Brand name recognition is considerably
lower in Poland than in the surveyed
Western European countries: Only every
third respondent knows Autoglass, the
most familiar service chain there. The
reason for the low market penetration
of large independent service providers
in Poland is the country’s still highly
fragmented market, characterised by
small independent repair shops.
Across all countries, Carglass is the
most widely known player, showing
highest or second highest awareness
level of customers. Broad satisfaction
across all channels Customers in
Western Europe favour independent
repair shops. In seven of the ten criteria
for customer satisfaction, these repair
shops came out on top. Customers
especially like the value for money in the
independent channel.
Decreasing Customer Loyalty Over Time
After purchasing a vehicle, many
customers first stay with an authorised
repair shop. Loyalty to authorised
repair shops is highest among new-
vehicle owners and business customers.
Reliability, good quality, and warranty
are the reasons that two thirds of these
respondents named for taking their
vehicles to authorised repair shops when
they need repairs or maintenance.
But a different picture emerges among
owners of used and older vehicles. The
majority favour independent repair
shops—with price as the deciding factor.
This also goes for loyalty to a certain
repair shop; generally, customer loyalty is
strongly influenced by price, while “soft
factors” such as time needed for repairs,
service quality, and time needed to get
an appointment are additional “nice-to-
have” factors that are seldom central to
decisions to switch repair shops.
Customer loyalty is significantly higher
in markets that are less consolidated. In
Poland and Spain, trust and a personal
relationship count even more than price;
here, unlike in Germany and France,
the willingness to switch repair shops
declines with the age of the vehicle rather
than increasing.
Overall, the results of the customer
survey make it clear that the aftermarket
in Europe has changed dramatically
for the better for vehicle owners and
drivers—numerous service providers with
different strengths offer customers a wide
service selection based on their personal
priorities and specific requirements.
The introduction of new vehicle
materials such as aluminium, carbon,
and UV paint require special tools,
SEPTEMBER 2012 AFTERMARKET 33
INSIGHT & OUTLOOK
instruments, and increased training
requirements as well. Smaller
independent operators are not equipped
to surmount these obstacles and are
forced to either exit the market or to
join a larger franchise. In Germany, the
number of small independent repair shops
has been sinking for years, even though
the “death rate” has slowed considerably.
With a total of ~ 38,000 repair shops
in Germany in 2010 (~ 18,000 of them
authorised and ~ 20,000 independent),
the decline from 2009 to 2010 was 0.8
percent for authorised repair shops and
0.5 percent for independent repair shops.
Cost AdvantagesThe clear winners in the independent
channel are big service chains. Franchise
operations, fast fitters, and automotive
centres have three major advantages: (1)
Due to their size, they have accordingly
larger purchasing volumes, which they are
able to translate into cost advantages and
pass on to customers as lower prices. (2)
to 2010, from three to 15 percent; during
the same period in the Netherlands, the
share of exclusive contract repairs rose
from 45 to 65 percent.
This phenomenon poses new challenges
for both traditional players in the market
and for the costumers themselves who
have little or no choice with regard
to repair shop selection, and the parts
used for repair. Traditional factors such
as vehicle age and customer personal
choice have less and less influence. In
today’s environment, it is primarily the
independent repair shops that are profiting
from partnerships with insurers, fleet
operators, and leasing firms. Authorised
repair shops lag behind and their current
market share will slide unless they find an
entré into this segment.
Increasing ConsolidationIntense competition is accelerating
industry concentration. The German
market, where the top ten independent
operators have a market share of 30 percent
(measured by number of outlets), has the
highest level of concentration—with an
11-percent increase since 2007. Similarly,
the level of concentration in France is 29
percent. The aftermarket in UK, Spain,
and Poland is less concentrated: In UK,
the ten largest players have a market
share of 16 percent, in Spain 13 percent
(an 18 percent increase since 2007), and
in Poland 12 percent (for a nine percent
increase since 2007). In the coming
decade, concentration in these countries
is expected to rise to the level in Germany
and France.
Consolidation on the retail level is
the result not only of organic growth,
but primarily as a consequence of the
brisk pace of M&A activities. In 2011,
for instance, the Japanese tire specialist
Itochu Group acquired 1,500 Kwik-Fit
locations from the British fast fitter in
order to gain access to its market.
Competitive PressureIn the decade until 2020, the European
automotive services market will continue
to come under pressure from various
sides. Market volume growth in Western
Europe is not expected in coming years:
Vehicle density is already so high that
the number of vehicles can hardly change
significantly. Of the countries analyzed
for the study, only Poland can be seen
as a growth market. Its comparatively
low market volume—only 10 percent
of the German market—will grow at a
rate of 5.7 percent per year in nominal
terms—until it is on a par with Western
European countries.
Furthermore, intense competition and
increasing market transparency will mean
constant or even slightly lower average
annual service costs per vehicle. Another
factor in the rising competitive pressure
in automotive services are the technical
developments in vehicle manufacturing
and parts production. Improved parts
quality will mean longer part lifetimes
and accordingly longer service and repair
intervals. At the same time, repair shops
will also need to invest to address the
rise in vehicle electronics. This applies
both to information requirements and to
ongoing training for employees to stay up
to date on technical developments.
Longer term, electrical vehicles and
hybrids—which require considerably
less maintenance than traditional
combustion motors—will further change
the automotive services market. Along
the entire value chain and range of
services, the competitive situation for
repair shops will intensify. This goes for
both authorised repair shops as well as
for independent service providers and
chains, which will be able to expand their
market shares only with squeeze-out
competition. Creative strategies will be
needed to address the opportunities and
risks of market developments early on.
Opportunities For Independent Repair Shops
Independent repair shops and chains
have a number of options for securing
their future market positions. They can
Loyalty to authorised repair shops is highest
among new-vehicle owners and business customers. However, the majority favour independent repair
shops—with price as the deciding factor. While “soft factors” such as
repair time, service quality are additional “nice-to-have” factors that are
seldom central to decisions to switch repair shops
34 AFTERMARKET SEPTEMBER 2012
INSIGHT & OUTLOOK
strengthen their procurement power
by forming large purchasing alliances,
thus retaining their most important
competitive advantage—cost leadership.
They can profit from rising price
awareness among customers who—as
in many other sectors—are increasingly
better informed about quality and
value for money, and consequently in a
position to select the best offer for every
type of repair and service.
Because many independent providers
do not offer a full range of services, they
can follow a competitive strategy of
specialising on either services with higher
margins or services with high volume;
authorised repair shops, in contrast,
usually offer a full range of repair
and maintenance services. Perceived
gaps in quality (from the customer
perspective) between independent and
authorised repair shops will probably
also narrow: Study results show that
many independent repair shops and
chains are becoming increasingly
professional, thanks to better access to
repair and maintenance information,
better parts logistics, and investments in
diagnostics technology.
Opportunities For Authorised Repair Shops
In coming years, OEMs and their
authorised repair shops will actively
use cost and price strategies to assert
themselves in the highly competitive
market. Customers perceive authorised
repair shops as being considerably more
expensive than independent repair shops.
The development of strategies that enable
attractive prices for customers while
simultaneously avoiding the erosion
of margins may be one of the biggest
challenges of the service business for
OEMs. Also, they and their service
networks belong to large companies: In
competing with small, flexible, and agile
service providers, they will face a different
set of challenges when it comes to aligning
their business models, price strategies, and
service offers to the needs of the market.
OEMs and their authorised repair shops
will have to focus on consistently utilising
their current competitive strengths: They
are perceived by customers as a guarantee
for quality and thus enjoy their trust. As
affiliates of the OEMs, they also profit
in regard to new technologies, such as
new, fuel-efficient drive technologies
and electronics. Continuing advances in
“networked vehicle communications” also
represent an opportunity to strengthen
customer loyalty and earn points for offers
of remote diagnosis and other services.
This will be an important factor when
longer service intervals in the initial years
after the purchase of a new vehicle could
have a negative effect on customer loyalty
to OEMs.
Trends In Competitive EnvironmentWe believe that the development of
the competitive landscape will allow
independent service providers to expand
their market share, though slightly.
Thanks to their cost advantages, they are
in the best position to address customers’
increasing price awareness. This applies
primarily to large independent service
chains. Small independent repair shops
will be increasingly challenged by know-
how and investment barriers, so that we
see a further decrease in outlet numbers
until 2020.
Also, longer maintenance intervals and
generally higher quality will have a negative
effect on customer loyalty to authorised
repair shops. And non-traditional market
players such as insurers, fleet operators,
and leasing firms will partner primarily
with independent service providers in
order to reduce their own costs.
In Western European markets, the
market share of independent service
providers will rise by up to 6 percent.
Only the market in Poland, where
independent repair shops enjoy a
traditionally high market share of 70
percent, is expected to remain stable in
this regard. �
(Authors work with Boston Consulting
Group. Reprinted with permission)
SEPTEMBER 2012 AFTERMARKET 35
FACILITY VISIT
THE wheel turned full circle for
Mumbai-based Mariwala family with
the opening of largest workshop for
Mercedes in Andheri East, a Mumbai
suburb. Auto Hanger started as a
workshop for servicing Mercedes cars
in Mumbai way back in 1991 and is
now hoping to take luxury car servicing
standards to a different level with largest
of its kind workshop for Mercedes
in India.
Spread over a lakh sq ft, Auto Hangar’s
new workshop has around 54 service bays
and has been set up with an investment
of around `52 crore. Located in an
industrial area in suburban Mumbai,
the service centre is capable of offering
round the clock servicing.
“Our priority is to cater to growing
population of Mercedes car owners in
and around Mumbai and in the western
region with faster turnaround time. We
are also looking to offer single or set
of services rather than full servicing to
enable owners to take their car within
few hours, if required,” said Managing
Director, Auto Hanger (India) Pvt Ltd,
Mohan Mariwala. He pointed out that
there is an estimated population of
around 7,000 Mercedes cars in Mumbai
and Thane alone and there is a dire need
for servicing these vehicles. Moreover,
the workshop is also gearing up to meet
the needs of neighbouring cities with
hits milestone with
new workshop
Auto Hanger
Auto Hanger is to provide specialised
and quick turnaround services for its
customers. Mercedes is to offer its globally
benchmarked services at the workshop that could
work as a laboratory for service innovation in India before wider adoption across other centres in the country
Abhishek Parekh
The New Auto Hanger Workshop
36 AFTERMARKET SEPTEMBER 2012
FACILITY VISIT
sizeable Mercedes car owners like Pune,
Nashik and Ahmednagar as well as
Kolhapur and Aurangabad.
Mariwala added that the workshop
is looking to provide specialised and
quick turnaround service options for
its customers. Mercedes would also be
looking to offer its globally benchmarked
service at the workshop and it could serve
as a laboratory for service innovation in
India before wider adoption across other
centres in the country.
“Many of our existing dealers started
their journey with us as our service
partners before establishing dealerships
to sell our cars. As our car population
grows, we are likely to see many more
entrepreneurial ventures in the car
servicing business. We are bracing up for
more innovative service models in the
luxury car segment in the coming years in
India,” said Director, After Sales, Retail
Training, Homologation, Member of the
Board of Management, Mercedes Benz
India Pvt Ltd, Devdutta Chandavarkar.
The workshop will provide service,
general repairs, body repairs, paint job,
wheel alignment, wheel balancing, tyre
change, car wash, polishing and other
specialised services. It is also capable of
providing advanced services like remote
sensing diagnosis used by Mercedes-
Benz globally. The workshop will employ
around 155 personnel.
Auto Hangar (India) is a leading
automobile dealership group based in
Mumbai established in 1991 by JV
Mariwala’s family. Over the last two
decades, it has gradually spread its wings
to cater to the sales and servicing needs
of premium auto brands including
Lamborghini, Mercedes Benz and
Honda. Mariwala family is engaged in
businesses like food ingredients, spices
and spice extraction. Auto Hangar is
the group’s first venture outside the food
industry and is managed by Mohan
Mariwala, who had had several years of
experience in sales and service of luxury
brands in India and the US.
The other dealerships of the Group
include Lamborghini Mumbai, Linkway
Honda, Redline Automotive, the
insurance division of the Auto Hangar
Group. Redline Automotive is also an
authorised dealer for Ashok Leyland
commercial vehicles. The Group also
owns Auto Hangar Pre-Owned Cars
catering to clientele aspiring to upgrade
their existing vehicle by trading it in for
a newer model.
Auto Hanger has been awarded
Mercedes Benz’s ‘Best After Sales
Service’ award in 2003. Linkway Honda
has also received Honda’s Gold award for
‘Best Overall Performer’ in the same year.
Mercedes Benz is looking to maintain
its service edge and already has the
biggest service network among luxury car
manufacturers in India owing to its long
standing presence in the Indian market.
Mercedes-Benz is present across 31
Indian cities through its 72 touchpoints.
Located at Saki Vihar Road, Andheri
East, the new workshop of Auto Hangar
is easily accessible from the West East and
Eastern Express Highway. Mariwala said,
“Increasingly the need for a world-class
servicing facility will define the way luxury
car purchase is going to evolve in India.”
Mercedes-Benz has one of the
densest networks among luxury car
manufacturers in India owing to its long
standing presence in the Indian market.
It is already present across 31 cities
through its 72 touchpoints. Many of the
full scale service centres offer facilities
like the Star Lounge, the Star Lease,
organising Star Drive, opening of Trendz
concept stores, inauguration of AMG
Driving Academy at BIC and rolling-
out of Star Showcase across the country;
Mercedes-Benz remains confident of its
strong traction and steady growth and
further expanding its footprint in the
dynamic Indian market. �
Many of our existing dealers started their
journey with us as our service partners before establishing dealerships
to sell our cars. As our car population
grows, we are likely to see many more
entrepreneurial ventures in the car servicing business—Devdutta
Chandavarkar
(Centre) Peter Honegg, MD & & CEO Mercedes-Benz India At The Launch Of Auto Hanger, Mumbai
SEPTEMBER 2012 AFTERMARKET 37
INSIGHT & OUTLOOK
Used car salesto treble by 2016-17
USED car sales are expected to treble by
2016-17, with there being just almost two
cars for every new car by that year. This
is as compared to one used car for every
new car in 2006-07. A host of factors
will spur the growth in sales. As car
owners increasingly prefer newer models,
replacement cycles for cars have been
declining over the past five years. Lower
prices of used cars present an attractive
proposition to price-conscious buyers.
The increasing presence of organised used
car companies will also continue to drive
used car sales. Besides aiding growth in
sales, organised players will provide their
dealers alternate income avenues and help
them sustain competitive pressures in the
new car business.
Used car sales expected to reach about ��������������� ���������������������
CRISIL Research expects annual used
car sales to treble to about eight million
units by 2016-17. The size of the used car
market is also likely to grow threefold to
about `1.5 trillion during the period. In
the preceding five-year period, used car
sales had doubled to 2.6 million units in
volume, and had grown four-fold to `520
billion in value (In line with trends seen
in new cars, within the used car market
too, small cars accounted for two-thirds
of the total sales as of 2011-12). The ratio
of new car to used car sales is expected
to reach 1:1.8 by 2016-17 from 1:1.3 in
2011-12. However, this is still lower as
compared to developed markets.
������������������������ ������ ����������� ������� ��
A continuing decline in replacement
cycles of cars will spur the growth in
used car sales. With carmakers releasing
about 10 models in each of the past five
years, car owners switched over to these
models faster. Average replacement cycle
therefore fell from about 54 months in
2006-07 to about 48 months in 2011-12.
As carmakers promote sales of new models
through exchange offers for old cars,
replacement cycles are likely to further fall
to about 42 months by 2016-17.
���������� ����� ������ On an average, the price of four-year
old used car is about 40 percent lesser
than a corresponding new car. Lower
prices allow price-conscious Indian
buyers to opt for models across segments:
buy a used sedan instead of a similarly-
priced new small car.
Ajay Srinivasan, Director &Hetal Gandhi, Associate Director
38 AFTERMARKET SEPTEMBER 2012
INSIGHT & OUTLOOK
� ������������������������ �organised dealers’ gain market share
As of 2006-07, there were only one
or two organised used car companies,
including Maruti True Value.
Unorganised players dominated the
market with an over 96 per cent share.
Gradually, other OEMs realised that
the used car business allowed them
to provide consumers with a prompt
exchange option at the point of purchase
and at the same time boost sales of new
models. As dealers face competition in
the new car business, OEM-led used
car companies provide them alternate
income avenues and also help sustain
competitive pressures.
Thus, by 2011-12, the number of
organised used car companies increased
to 12. This pushed up their share in
domestic used car sales to 16 percent in
2011-12. CRISIL Research expects that
organised used car companies, mainly
led by OEMs, will have a 25 percent
share by 2016-17.
Organised used car companies include
independent players like Carnation
and OEM-led companies like Maruti
True Value, Ford Assured, Mahindra
First Choice, etc. The presence of
these companies will aid the decline in
replacement cycles of cars, as they usually
receive used cars in lieu of new car sales.
Used car transactions will also become
more transparent with the entry of these
companies. These companies ensure fair
prices for buyers/ sellers. To boost buyer
confidence, dealers have also started
offering a warranty of six-12 months on
used cars.
At times, OEM-led dealers may
not want to certify used cars that
do not comply with their standards.
In such cases, an organised dealer
may sell such cars at a low margin to
unorganised dealers.
� ������ ������������ �����������!� �"����� �������� ��#���������New Cars
The used car business is a profitable
proposition for dealers. CRISIL
Research estimates that gross margins
for dealers in the used car business
are double the margins earned on
new car sales. For instance, a four-
year old compact car can fetches gross
margins of six-eight percent, as against
a similar new car that will fetch two-
four percent.
Presence in the used car business also
helps dealers shield risks to margins,
especially during a down cycle when
new cars sales may be affected. In case
of used cars, dealers also have a higher
bargaining power—determining the
price at which the used car is purchased.
In case of new cars, dealers may prefer
to trade off their margins expecting
incentives from both manufacturers and
financiers, or in lieu of potential service
income expected from the customer.
������ ���$�������� ���%������Cautious
Finance penetration in the used car
market has been traditionally lower,
as the credit profile of used car buyers
is relatively weaker than new car
buyers. Disbursements for used cars by
organised financiers (banks, NBFCs and
captive finance companies) are expected
to record a 20 percent CAGR in the
next five years in line with the growth in
used car sales. Organised financiers will
however maintain a cautious approach,
as a large part of the used car market
remains unorganised.
CRISIL Research thus believes that
the used car market presents a huge
opportunity for carmakers, aspirant
buyers and dealers. �
(Please note that the views expressed
here are those of CRISIL Research and not
of CRISIL’s Ratings division. CRISIL
Research operates independently of and does
not have access to information obtained by
CRISIL’s Ratings Division.)
The price of four-year old used car is about 40 percent lesser than a corresponding new car. Lower prices allow
price-conscious Indian buyers to opt for models
across segments
40 AFTERMARKET SEPTEMBER 2012
CUTTING EDGE
CONTINENTAL is set to unveil
technologies, products and services, with
which, the manufacturers of commercial
vehicles can make their vehicles safer,
more economical and cleaner, as well as
network them more intelligently with
focus on economy and efficiency at
this year’s IAA to be held this month.
Some of the technologies include driver
assistance and braking systems, vehicle
networking and operating concepts,
drive technologies, sensors, interior trim
materials and tyres.
“Only when trucks, vans or buses are
less involved in accidents, keep their fuel
consumption as low as possible and have
clever data exchange with the driver
and environment, can they actually be
operated economically with reduced
operating costs and thereby achieve
the effectively lowest overall costs,”
said Chairman of the Executive Board,
Continental, Dr Elmar Degenhart.
The company will display tyres of
the third generation that would be
gradually introduced to the market
from mid-2013. These third generation
Advanced CV safety technologies to be showcased at IAA
SEPTEMBER 2012 AFTERMARKET 41
CUTTING EDGE
tyres will simplify the work of those
in charge of vehicle fleets—from tyre
selection to service solutions. The
company’s fleet management system
Conti 360° Fleet Services offers modular
services, which enable individual and
expert tyre management specific to
the needs of the customers. The fleet
operator thus ensures that the condition
of his vehicles’ tyres is constantly
optimised, the administrative workload
and expenses are low, and the costs
are easily calculable. Meanwhile,
the mobility service for fleets with
international operations is available in
13 European countries.
In the ‘Safety’ megatrend area at the
company’s booth at the IAA, the focus is
on driver assistance and braking systems.
The highlight is the MK 100 ESC
XT electronic braking system, which
Continental will present at the IAA
for the first time. Volume production of
the system is slated to get underway in
2015. It is an extension of the modular
and scalable MK 100 product family,
which allows the use of the Anti-Lock
Braking System (ABS) and electronic
stability control (ESC) in all vehicle
categories and thereby even saves space
and weight.
The MK 100 ESC XT was specially
developed for heavy vehicles or vehicles
transporting heavy loads with a focus on
supporting active safety by enhancing
braking dynamics. The MK 100 ESC XT
thus offers all standard ESC functions
right up to adaptive cruise control
(ACC) and, as an extra in the premium
versions, full speed range ACC (FSA).
The premium version can be used in
hybrid vehicles with an efficiency of 98
percent in braking energy recovery. This
offers the customers full installation
compatibility for ICVs and hybrids.
Reducing EmissionsProducts and solutions aimed at
reducing CO2 emissions are presented
in the ‘Environment’ megatrend area.
The company is hoping to demonstrate
systems expertise with solutions for
exhaust gas aftertreatment, which help
in complying with exhaust standards
such as Euro VI (2013) and US10 /
Tier4f. The selective catalytic reduction
(SCR) of nitrogen oxides (NOx) and
diesel particulate filters (DPF), which
remove particulate emissions from truck
exhaust fumes, play a key role.
In SCR, a watery urea solution
(AdBlue) is injected in the exhaust
gas flow to be able to transform
nitrogen oxides in a catalytic converter.
Continental delivers important
components for this purpose: From
2013 onward, newly developed AdBlue
injectors with air cooling for light-duty
use will enter mass production. At the
same time, Continental is developing
a water-cooled version for use in
trucks. ContiTech’s heatable hose line
modules also form part of the SCR
systems expertise.
The newly developed fuel quality
sensor can be used to determine the
quality of fuel and thus optimize fuel
injection. New types of air spring
systems with plastic pistons save up to
12 kilograms of weight per axle and
thus cut fuel consumption. The use of
renewable resources for interior trim
materials in driver’s cabs is an additional
contribution to a more environment-
friendly vehicle.
The ‘Information’ megatrend area is
primarily devoted to vehicle networking
and operating concepts. The company
will be presenting an intelligent camera
system for commercial vehicles at the
IAA. With this camera system, the
driver receives 360-degree visibility
around his commercial vehicle in real
time. This will help truck drivers during
manoeuvring, bus drivers during safe
departure from crowded bus stops and
drivers of construction vehicles in the
centimetre-accurate positioning of their
machines. An efficient control computer
that adds up the digital signals of the
cameras to a 2D or 3D image works
in the background. The new system
thus gives the commercial vehicle
driver an optimum bird’s-eye view in
critical situations.
Continental is a leading supplier
of brake systems, systems and
components for powertrains and
chassis, instrumentation, infotainment
solutions, vehicle electronics, tires and
technical elastomers. �
Continental’s fleet management system that will be displayed at IAA
is Conti 360° Fleet catering to individuals
and tyre experts specific to their needs. The
fleet operator ensures that the condition
of his vehicles’ tyres is constantly optimised,
the administrative workload and expenses
are low, and the costs are
easily calculable
The company will display third generation tyres
that would be gradually introduced to the market
from mid-2013. These third generation tyres will simplify the work of those in charge of
vehicle fleets—from tyre selection to
service solutions
42 AFTERMARKET SEPTEMBER 2012
GLOBAL
FORD'S UK fleet business is reaping
the benefits of the company's vehicle
range, as car sales accelerate. Ford's
total fleet vehicle sales—comprising
95,752 cars and 32,654 vans—make up
62 percent of Ford's total vehicle sales.
The Ford Dagenham-built 1.6-litre
TDCi engine is the UK's most popular
engine choice for fleet managers and
accounts for 25 percent of Ford fleet
car sales for the year to date.
The Ford C-Max has seen the largest
growth in Ford's fleet car sales with a
22 percent increase for the year to date,
compared with 2011. The Ford Galaxy
is close behind with a 20 percent rise.
Further, fleet sales increases have been
recorded by the Ford Fiesta, Focus and
Mondeo with sales up seven percent,
three percent and three percent,
respectively, for the year to date,
compared with 2011. The new Ford
B-Max is now on sale and is expected
to record over 6,000 fleet sales in its first
full year.
Ford of Britain Fleet Director, Kevin
Griffin said, "Ford sells its vehicles across
all sectors of the UK fleet markets and I
am delighted that the company has seen
an increase in total fleet sales, in 2012.
The combination of Ford's best-ever
vehicle range, latest fuel-efficient diesel
and EcoBoost petrol engines, improving
residual values and the power of the
UK's largest dealer network has seen
Ford's fleet business go from strength-
to-strength.
"We are seeing growing interest
around the one-litre EcoBoost petrol
engine, with 40 percent of Ford Focus
one-litre EcoBoost sales going to fleet
buyers, despite the fleet market being
diesel-led," he concluded.
Ford continues to lead the UK
commercial vehicle fleet market with a
26.7 percent share, 13 percentage points
ahead of its closest competitor. The Ford
Transit tops UK commercial vehicle fleet
sales with 27,006 registrations for the
year-to-date and it remains Ford's third
best-selling vehicle in Britain. �
Ford’s vehicle range boosts
fleet sales leadership
SEPTEMBER 2012 AFTERMARKET 43
GLOBAL
THE upcoming 10th parts2clean trade
fair to be held in Stuttgart, Germany from
October 23-25, 2012, anticipates around
230 exhibitors to present products and
services for the optimised cleaning of parts
and surfaces in manufacturing industries,
maintenance and remanufacturing. In
a growing number of industrial sectors,
the cleanliness of components and
surfaces has become a quality criterion
defined by specific, reproducible residual
contamination values.
With global competition continuing to
rise, it has become essential for companies
involved in the manufacturing business,
in maintenance or remanufacturing to
be able to fulfil these requirements in a
cost-optimised way and as
eco-efficiently as possible.
However, this can only be
achieved by implementing
solutions that are
individually adapted to
a company’s needs and
capable of carrying out
complex cleaning tasks,
removing oils and greases,
removing burrs, assessing
residual contamination or providing
temporary corrosion protection.
One of the world’s broadest trans-
sectoral range of products and services
will be on show for the industrial
cleaning of parts and surfaces. Exhibiting
companies from all areas of industry will
be presenting numerous innovations and
a range of solutions to ensure that cleaned
parts and surfaces are protected against
corrosion, preserved and packaged in an
efficient and cost-effective way. �
Our Bureau
German trade fair to offerbroader range of products, solutions
An Earlier Parts2clean Edition
44 AFTERMARKET SEPTEMBER 2012
GLOBAL
AFTER an extensive six-month
construction programme, the Bracknell
Honda car dealership has opened its
doors to welcome customers to their
brand new residence.
Confirmed as one of the largest stand-
alone Honda new car showrooms in
Europe, the site is owned and operated
by the Cloverleaf Group. It already has
two retail sites in the Berkshire area,
further increasing the profile of Honda
and Jardine Motors Group.
It will mark a significant change
in Cloverleaf 's presence in the area,
as the Honda dealership in Ascot
closes its doors. The Ascot site, just
three miles away, has transferred all
22 staff to the Bracknell premises and
has created a new role of Used Car
Sales Manager.
Work on developing the London
Road site began last September and
what has risen from the rubble is a
brand new state-of-the-art dealership.
The showroom has space for 14 new
cars from Honda's modern and fuel-
efficient range, plus forecourt space for
around 60 ‘Approved Used' vehicles.
A seven-bay workshop will provide
service and repair work, with further
dedicated bays offering MoT testing
and wheel alignment.
From 1998 until 2009 the site was
Honda's Racing Development location
and the engine assembly base for third
generation Formula One activities.
Honda was involved in F1 racing from
2000 until 2008, so the site will be sure
to bring back fond memories for the
locals and Honda employees.
Operations Manager for Cloverleaf
Group, Gary Peters, commented,
"The most exciting part of the move
to Bracknell is being able to welcome
customers into a stunning new facility
that's in keeping with Honda's
and Jardine's brand image. We had
outgrown the Ascot site and Bracknell
gives us much more space to show off
Honda's exciting model range, which
is set to expand significantly in the
near future."
Commenting on the new dealership,
Head of Dealer Development at
Honda (UK), Nick Campolucci said,
"This is an exciting addition to the
Jardine Motors Group' portfolio. With
successful sites already in the Berkshire
area we look forward to inviting
new and current customers into the
new showroom." �
Bracknell Honda opens for business
SEPTEMBER 2012 AFTERMARKET 45
GLOBAL
TO boost communication with fleet
decision-makers and company car
drivers, Mazda is embracing web-
based smartphone technology.
The company’s fleet-specific
mobile phone website that went
live recently, has been developed
to help make access and usage
efficient and straight-forward.
Mazda is further expanding
its communications with fleet
customers—both fleet decision-
makers and company car
drivers—as well as prospects by
utilising LinkedIn, the world's
largest professional network
on the internet with more than
nine million members in the
UK and sponsoring the Fleet
Academy—a web-based forum
where fleet professionals can
share news, views and opinions
with others in the fleet industry.
"Technology and methods of
communication are changing
rapidly and the fleet-dedicated
initiatives we are introducing
enable two-way interaction with
existing customers and prospects
at times convenient to them and
while they are on the move,"
said Manager Fleet and Used
Car Marketing at Mazda UK,
Michael Stewart.
He further explained, "Few
if any motor manufacturers
have a dedicated fleet site that
has been specifically designed
for smartphone use. Most sites
are not designed for mobile phone
use and many use
incompatible technology.
The site contains up-to-date details
on the comprehensive Mazda range
including images and video footage, a
section on new models such as
the recently launched Mazda
CX-5 compact crossover
SUV featuring breakthrough
Skyactiv technology, special
vehicle offers, information on
Mazda Contract Hire and
details on how to contact the
Mazda Corporate Support
Centre and the marque's
franchise dealer network.
The new LinkedIn site also
goes live this month and has
two facets—a Mazda fleet
profile section highlighting its
complete model range and new
launches. It has forum sections
with one targeted at employees
with fleet responsibility in
small and medium sized
companies and another at
full time fleet professionals.
Information will be available
on Mazda and its model range
and key industry issues and
topics such as: tax, legislation,
fuel pricing, telematics, service
maintenance and repair costs
and vehicle funding.
Stewart added, "We want to
encourage debate, questions
and dialogue from the fleet
community and specifically
fleet managers as well as
employees in SMEs with
fleet responsibility. �
Phone-web tech vitalises
Mazda communicationOur Bureau
PRODUCTS
46 AFTERMARKET SEPTEMBER 2012
‘Bosch@Home’ Power Tools BOSCH Power Tools launched its ‘Bosch@Home’ range with the interest and needs of Indian consumer at the forefront. Consumers can choose from a range of exciting tools such as the Lawn & Garden Tools, Hobby Tools—Dremel, Smart Kit for home needs, IXO and Aquatak high pressure jet washer for cleaning of your car or bike. The tools are available at Home Town, Metro Cash & Carry, FutureZ First, Home Town Express and Kavyee Associates in Bangalore. Additionally, Bosch Power Tools has also launched the Bosch Kiosk to promote the ‘Bosch@Home’ range. The concept, backed by print promotion, will be rolled out across the country in the coming months. ‘Bosch@Home’ aims to usher in a new trend of Home Improvement that help consumers execute jobs at home and office, ranging from drilling, carving, etching, mowing and fixing to cleaning. We believe that these Do-It-Yourself tools will help bring back the joys of self reliance, like never before”.
Bosch Power Tools is the leader of the power tools market in India. The company has built an enviable reputation for itself in India and its tools are popular due to the superior technology and quality offered by the company. Its legacy is reinforced by the fact that ‘every minute, one Bosch Power Tool is purchased in India. The Bosch Group is a leading global supplier of technology and services. According to preliminary figures, more than 300,000 associates generated sales of 51.4 billion euros in the areas of automotive and industrial technology, consumer goods, and building technology in fiscal 2011. The Bosch Group comprises Robert Bosch GmbH and its more than 350 subsidiaries and regional companies in some 60 countries.
Bosch LimitedPost Box No: 3000,
Hosur Road, Bangalore: 560 030
Tel: +91-080-2299 9228
Fax: +91-080-2299 2525
Web: www.boschindia.com
‘Balmerol’ Oils & LubricantsBALMER Lawrie launched the new packaging for ‘Balmerol’ in a two day Channel Partner Meet 2012 held on 24th& 25th
August, 2012 at Silvassa. Balmer Lawrie manufactures and markets greases, oils & specialty lubricants under the brand name of Balmerol. The Greases & Lubricants business undertook a rebranding exercise recently and the Balmerol logo has been given a new and modern look. Around 60 distributors attended the event and visited the upcoming state-of-the-art Greases & Lubricants plant at Silvassa. Besides Silvassa, the Company has plants in Kolkata, Chennai and Mumbai.
Balmer Lawrie21, Netaji Subash Road, Kolkata -700 001
Tel: +91 33 2222 5218
Web: http://www.balmerlawrie.com/
Vision System With Autofocus, Integrated Lighting
COGNEX Corporation has introduced the In-Sight 7010, an entry level vision system developed specifically for inspection tasks. Every aspect of the In-Sight 7010 has been designed to make deploying a vision system easier than ever before. It is a completely self contained vision system that includes
autofocus optics and integrated lighting in a compact IP67 rated industrial housing. Applications can be configured very quickly
PRODUCTS
SEPTEMBER 2012 AFTERMARKET 47
using the intuitive EasyBuilder user interface. The vision library on the In-Sight 7010 has been simplified to focus on the tools most frequently used in straightforward vision applications.
The built-in autofocus capability of the In-Sight 7010 makes it ideal for production situations requiring regular part changes, or applications that require the vision system to be placed in hard-to-reach spaces where manual focus adjustment would be difficult. With autofocus, users can simply set and save the focus values associated with the inspection of each part. Users can also fine-tune focus levels manually with the interactive software. The In-Sight 7010 autofocus system is available with five different lens options to match the working distance and field of view requirements of each application. The compact In-Sight 7010 features integrated white lighting that is suitable for most vision applications. If a specific colour light is required to highlight particular parts or features, four optional coloured lights are available. The autofocus optics and integrated lighting developed for the In-Sight 7010 are also being deployed as options across the full In-Sight 7000 product range.
In-Sight 7010 features EasyBuilder and a selection of the key inspection, measurement, alignment and guidance vision tools found on other In-Sight vision systems. With the unique combination of hardware features and software tools, the In-Sight 7010 is the ideal out-of-the-box solution for many straightforward vision applications.
Cognex Sensors India Pvt. LtdEmail: [email protected]
Mo: 9881466003
Car Mats From 3M3M has increased its car care product portfolio with the launch of car mats Nomad in the country. One of the pioneers in the manufacturing of Vinyl Coil car mats, 3M Nomad car mats claims both durability and performance. The company claimed that the mat is characterized by superior dirt trapping features which doesn’t allow soil and dirt and liquids to remain on the surface, these mats are easy to clean and maintain.
The product is available in four colour variants including grey, black, beige and brown for a customized fitting for their car floor
which includes two pieces in front and three mats in the rear. 3M Car Care Stores offer a gamut of services including paint treatments, interior treatments, 3M Scotch Paint Protection Film and car wraps.
3M India LimitedConcorde Block, UB City, 24, Vittal Mallya Road,
Bangalore - 560001
Tel No: 0091-80-22231414 / 66595759
Fax No: 0091-80-22231450
Web: www.3mindia.co.in
Dual Magnetic SensorsNXP Semiconductors NV launched the KMA220, a dual magnetic sensor designed for all automotive applications where a mechanical angle needs to be measured. Integrating two sensor systems in a single package, it is particularly relevant for throttle control applications where a redundant system solution is required. Operating in a simple disk magnet configuration with no need for a PCB or external components, the KMA220 offers a unique solution to the automotive market. It is fully calibrated and ready to use, and incorporates three capacitors in addition to two sensors dies and two signal conditioning
PRODUCTS
48 AFTERMARKET SEPTEMBER 2012
ASICs. This, combined with its dual nature, reduces system cost for customers and simplifies the assembly process. To achieve redundancy in throttle applications, car manufacturers have previously had to install two single sensors on a leadframe or onto a PCB, bending them to fit � typically requiring an expensive ring magnet configuration to operate. With the dual KMA220 sensor, only one simple installation is required.
Its uses NXP’s unique ABCD9 technology, an automotive platform at the cutting edge of analogue mixed-signal integration. This technology is based on NXP’s CMOS 14 process and significantly improves performance compared to previous sensor products with integrated ASICs. The KMA220 is also qualified according to the new HMM (Human Metal Model) with excellent electrostatic discharge (ESD) protection and EMC performance. It is available at $3.30 US in quantities of 10k pieces and $2.60 US in quantities of 100k pieces.
NXP Semiconductors India Pvt LtdInformation Technology Park
Bangalore 560045Nagawara Village, Kasaba Hobli
Tel: +91 (0)80 40240000
Fax: +91 (0)80 40247000
Web: www.nxp.com
Tools & Alloy SteelsSTEEL Mart offers import substitute tools and alloy steels to meet the demands of major industries, like defence, heavy and medium engineering, automobile, sugar, cement and other small scale industries. The latest range of products include, specialised steel category of alloy steel forgings, carbon spring steel sheets, high manganese steel plates, wear resistant plates, die steel blocks, flange steels, boiler quality plates, etc. Apart from special steels, normal range of EN series steels is readily available off-the-shelf and the same can be supplied in random lengths as well as cut lengths as specified.
Steel Mart, Mumbai 400 011.Tel: 022-2308 0096, Fax: 022-2307 9961, Mob: 09820038501
Email: [email protected],
Website: www.steelmartmumbai.com
Painting BoothsAMI Industries offers side draft, non-pressurised painting booths that are totally compact and suitable for small and medium size component painting. These painting booths are suitable for conventional or electrostatic hand guns with no addition or modification. Adequate exhaust results in effective removal of overspray paint particles and thus eliminates its setting on wet painted surface. They also provide clean air to the operator. Washing
action minimises escape of paint along with exhaust air and thus eliminates surrounding pollution and also the risk of fire. The air flows have been so designed so as to offer total comfort to operator and in accordance with safety standards applicable. They find applications in automobile parts, control panels, pumps, valves, cycle parts, castings, fans, non-stick cookware, ball pens, air pins, refrigerators, etc.
Ami Industries, Mumbai 400 063.Tel: 022-2686 3120, Fax: 022-2873 4753
Email: [email protected],
Website: www.amiindustries.com
Welding HoldersATUL Arc manufactures and offers welding electrode holders that are available with fully-insulated brass body lightweight with fibre body. Some of the features of these welding holders include: for high conductivity of current (copper/bass) body; heat-resistant insulators for longer life; heavy-duty manual arc welding; current rating up to 600 A; suitable for electrode dia up to five mm; open mouth jaw type; for better cable connection 2 Allen screws provided with grip plate in fully insulated; and for better cable connection three bolts provided with grip plate in semi-insulated.
Atul Arc, New Delhi 110 005.Tel: 011-2573 6102, Fax: 011-2705 3622,
Mob: 9811825256, 9810273058 (SK Jain)
Email: [email protected],
Website: www.atularc.com / www.atularc.net
PRODUCTS
SEPTEMBER 2012 AFTERMARKET 49
The information published in this section is as per the details furnished by the respective manufacturer/
distributor. In any case, it does not represent the views of
���������� DIGITAL automatic tyre inflators (model SetAir-201S) offered by Instrument Research Associates are fully automatic, safe, electronically controlled closed loop systems to inflate tyres accurately to a preset pressure level by adjusting the filling rate automatically after sensing the size and type of the tyre. These equipments automatically decide to inflate or deflate a tyre depending on the under-/over-pressure of the tyre. A single equipment can inflate and deflate tyres of all types of vehicles including mopeds, scooters, mobikes, cars, vans, buses, trucks and tractors. The equipments offer utmost ease of operation to users who are not well versed in English. Features include: exhaustive facility for fast inflation of flat tyres; convert function to show the desired and actual tyre pressure in kg/cm³ and PSI; confirm/backlight functions combined in one switch; LCD specially designed with icons to indicate the select units of pressure reading kg/cm, PSI, etc; and waterproof integrated keypad with positions of inc, dec, flat tyre, convert and confirm/backlight functions.
Instrument Research Associates Pvt Ltd, Bengaluru 560 100.Tel: 080-2852 0590/2/4, Fax: 080-2852 1525
Email: [email protected],
Website: www.irainstrumentation.com
Dock LevellersTEXTILE Machinery Manufacturing Company
manufactures and offers dock levellers (model TL-2H & TL-3E) with lifting capacity up to 3000 kg and 10000 kgsrespectively. These dock levellers are available in modular and electro-hydraulic versions. They are ideal equipments for use where there is a difference in the levels of storage and level where goods are to be transferred. By acting as a bridge these dock levellers make work easier, faster and economical. A variety of customised versions are available to suit end-user requirements.
Textile Machinery Manufacturing Company, Ahmedabad 380 021.Tel: 079-2216 1389, 2294 1747, Fax: 079-2294 1822,
Mob: [email protected]
Email: [email protected],
Website: www.truckmanindya.com
Spray GunsPILOT India manufactures and offers HVLP spray guns (model HVLP-03) that are lightweight and come with sleek body. These spray guns have comfortable handle and trigger action. They make operation easier and non-tiring. The spray guns have round-to-flat pattern adjustment. Water-based lacquers can also be applied. Other features include: air volume control, symmetric gravity cup for perfect balance, etc. Unique Air Circulation Technology (ACT) air cap delivers greater transfer efficiency resulting in substantial saving of material, which can be as high as 25-30 percent. The versatility of these HVLP spray guns has resulted in multiple applications in diverse industries. Some of the technical specifications are: cup capacity 0.57 litres, gravity feed, gun distance from workpiece 200 mm (8”), fluid nozzle orifice diameter 1.3 mm, required pressure 3 kgf/sqcm, minimum air compressor three HP, weight of gun with cup 700 gm.
Pilot India, Mumbai 400 069.Tel: 022-6697 8900, Fax: 022-6697 8907
Email: [email protected],
Website: www.pilotindia.com
Engine OilsMAHATHOL 2T Super from Mahatha Petroleum is a two-stroke engine oil developed with suitable base oil and select additives to minimise spark plug fouling and pre-ignition. These oils prevent rusting, minimise deposit formation and provides protection against seizure, scuffing and wear. The oils also have advantage of lower oil consumption and contain diluents for easy mixing with petrol. These oils are recommended for all types of two stroke engines of mopeds, scooters, motorcycles and three wheelers. The recommended dosage of Mahathol 2T Super is 20 ml per litre of petrol.
Mahatha Petroleum Pvt Ltd, Chennai 600 117.Tel: 044-2247 1542, Fax: 044-2247 3800, Mob: 09444065754
Email: [email protected],
Website: www.mahathapetroleum.com,
Certification: An ISO 9001:2000 Certified Company
50 AFTERMARKET SEPTEMBER 2012
LIST OF PRODUCTS & ADVERTISERS’
Automotive dealership excellence award .................................................4
Batteries ..................................................................................................11
Bearing housing. ....................................................................................47
Brake pads ..............................................................................................11
Bus air conditioners ..................................................................................3
Car mats ................................................................................................47
Clutch plates & cover assemblies ...........................................................11
CNC/VMC machines ......................................................................... BC
Compressors .............................................................................................3
Condensers ...............................................................................................3
Cooling module ........................................................................................3
Dock levellers .........................................................................................49
Dual magnetic sensors ...........................................................................47
Engine oils ..............................................................................................49
Exhibition - AutoMech 2012 ................................................................39
Exhibition - AutoServe 2012 ...................................................................6
Exhibition - Engineering Expo ...............................................................8
Filter cleaning unit .................................................................................24
Filters ......................................................................................................11
Garage equipments ................................................................................43
Gasoline systems ....................................................................................11
Gear pumps ............................................................................................11
Go-jack ...................................................................................................24
Heating solutions ................................................................................BIC
Heavy duty bike lift ................................................................................24
Horns ......................................................................................................11
Hvacs & evaporators ................................................................................3
Hydraulic press .......................................................................................24
Instant drying & curing technology ...................................................BIC
Integrated Lighting ................................................................................46
Laptop trolley .........................................................................................24
Lighting ..................................................................................................11
Lubricants ...............................................................................................11
Mobile service van ..................................................................................24
Oils & lubricants ....................................................................................46
Painting booths ......................................................................................48
Parts washer ............................................................................................24
Pistons ....................................................................................................19
Pistons & pistons rings ........................................................................FIC
Power tools .............................................................................................46
Relays ......................................................................................................11
Seals ........................................................................................................47
Socker observers .....................................................................................29
Soses & tubes ...........................................................................................3
Spark plug ...............................................................................................11
Spray guns ..............................................................................................49
Starter motor ..........................................................................................11
Tool trolley .............................................................................................24
Tools & alloy steels .................................................................................48
Transmission jack ...................................................................................24
Tyre inflators ..........................................................................................49
Vision system with autofocus .................................................................46
Waste oil disposer ..................................................................................24
Welding holders .....................................................................................48
Wheel balancing weights .......................................................................17
Wiper blades ...........................................................................................11
FIC : Front Inside Cover BIC : Back Inside Cover BC: Back cover
Advertiser’s Name & Contact Details Pg No Advertiser’s Name & Contact Details Pg No Advertiser’s Name & Contact Details Pg No
Automotive Dealership Excellance Awards 4
W: www.adea.in
Bosch Limited 11
T: +91-80-22999228
W: www.boschindia.com
Confederation Of Indian Industry 6
T: +91-44-42444555
W: www.ciiautoserve.in
Confederation Of Indian Industry 39
T: +91-124-4014060
W: www.jetfindia.in
Engineering Expo 8
T: +91-09819552270
W: www.engg-expo.com
Federal Mogul 19
T: +91-124-4784530
W: www.federalmogul.com
Icon Autocraft 43
T: +91-9873337373
W: www.iconautocraft.com
KYB Asia Co Ltd 29
T: +91-9871687888
W: www.kyba.co.th
Litel Infrared Systems Pvt Ltd BIC
T: +91-20-66300636
W: www.litelir.com
Oil Lube Systems 24
T: +91-129-2430786
Puja Fluid Seals Pvt Ltd 47
T: +91-20-27112016
W: www.pujaseals.com
Ranger Stork 17
T: +91-120-4372157
W: www.rangerstork.com
Shriram Pistons & Rings Ltd FIC
T: +91-11-23315941
Subros Ltd 3
T: +91-120-2567028
W: www.subros.com
Yamazaki Mazak India Pvt Ltd BC
T: +91-2137-668800
W: www.mazak.com
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