It's in customer service, however, where the paradigm will change. Car-makers and dealers will innovate and invest in building relationships with customers. This may not be confined to meeting car needs, or even to a wish on birthdays. Like in Japan, a dealer may even offer to arrange to take an elderly customer to the doctor!
I suspect growth in cars will lead to concerns over environment. While the automobile industry would foster economic and employment growth, it would have to counter criticism for its impact on energy, environment and the quality of life. More and more individuals would want the joy of mobility, but society would not be willing to pay such a high price for it.
Safety will become a more compelling issue. Although there are initiatives now like the driving schools being set up by Maruti, there will have to be broad-based industry-government initiatives, as in safety and emission, to prevent the problem of unsafe roads from going out of control.
Maruti, as the acknowledged 'proxy' for India and Indian manufacturing, will have to evolve in its role. It has to prepare for a younger, more knowledgeable, widely traveled and a more assertive India. The singular attribute of this new India is that it aspires to a global presence and stature, while drawing sustenance from its traditional values.
I believe Maruti has to anticipate the demands and preferences of this new generation. It has to deliver international quality design and styling, while retaining traditional attributes of low cost of ownership and value for money. Clearly, Maruti's task is cut out.
But if the past is any indication, my company will seek out the challenges and the new role with plenty of relish.
