Chapter-3

DATA PRESENTATION & ANALYSIS

3.1 DATA COLLECTION

3.1.1 Marketing
A. Product planning process:
i.

Product Development :
Product planning is the most important task therefore all the important decisions
are taken by the top management. Product development is the process of
designing, creating and marketing new products or services to benefit customers.
Sometimes referred to as new product development, the discipline is focused on
developing systematic methods for guiding all the processes involved in getting a
new product to market.

ii.

Product line of the Company :

The company is service based and provides services of return filing to its
customers. It has various products in form of packages of different prices and
different features like File Tax (Assisted) package, Tax Optimizer (Dedicated
CA) etc.
The different packages are provided for both Individual salaried empolyees as
well as Business packages are also there.

iii.

iv.

Different brands in product lines :

The Company has just packages and there is no particular brands available since
it is a return filing company.
Popular markets/ geographical regions where product is sold :

For all those people who are salaried, business employees or having sources of
income other than salary or income from business pay taxes and file their returns
on yearly basis.
v.

vi.

Major competitors :
Clear tax,
H&R Block,
Taxsmile
USP of company(unique feature/competitive advantage) :
TaxSpanner says its USP is its privacy policy as it does not engage in crossselling after obtaining client information. What sets it apart from besides their
market share and product is the very strong privacy policy and the shield they
provide to their users from selling of other financial products in guise of tax
filing.

B. Pricing policies and strategies

i.

Pricing Strategy
The company may from time to time, change the marketing and pricing strategies
keeping in mind the perceptions and requirements of buyers. For example, the
company have changed the pricing and marketing strategies of its various
packages like File and Plan Tax and Tax Optimizers in which people having
income more than 10 lakhs are pitched for these packages in order to save their
taxes. To the extent that higher prices for these packages do not offset such
market share and net sales losses, such strategy may also adversely affect our

ii.

earnings.
Pricing Objectives

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FIGURE 3.1 Pricing Objectives
Profit Oriented :
A Business or other organization whose primary goal is making money (profit),
as opposed to a nonprofit organization which focuses a goal such as helping the
community and is concerned with money only as much as necessary to keep the
organization operating.
Target Return :
Sometimes the vendor specific dollar amount or percentage amount that the
price will be offered at in order to make a profit which has been calculated for
a specific purpose. Usually this amount is part of a larger plan involving
several product units in a product line.
Maximize Profits :
If the competitive market is not intense you may charge the highest price the
market will bear because sometimes you may have an advantage for reasons
based on your geographic advantage special features not available on other
competitors products very famous brand.
Status Quo Goals :
Just meet the competition: If the customer has many choices, and you barely
have the resources to stay in the market, then just charge the same price. You

dont have the resources to survive a price war, and you dont have the ability
to claim better quality to change a higher price.

C. Market segmentation- customers currently buying product

All those people are buying the products who earn income or also even who are earning 0
income and having PAN card and file nil income return. There is no barriers between any
age but PAN is mandatory for filing the returns.

D. Promotion
i.

Process of interaction with potential customers. The company has set up its
helpdesk at various companys like Accenture, KPMG, HCL etc.
There use to be a person from Tax Spanner setting up a helpdesk in various
companies and he use to promote Tax Spanner by collecting Form 16 and other
documents necessary for return filing and sending those to company for purpose
of return filing in Rs 150.
This is how the company use to interact with its customers directly.

ii.

Components of promotion mix :

Advertisement
TaxSpanner is focusing on getting corporate clientele besides the retail
consumers. It has tied up with more than 100 companies with clients like
HCL Technologies, Accenture, among others. TaxSpanner also has clients
like Citibank and Punjab National Bank, who use its services for their
customers.
Sales Promotion
The company employs have a variety of marketing tools, including but
not limited to advertising, public relations and promotions, to reinforce
the brand equity with consumers and the trade. The company provides
various Coupons and Promo Codes to its customers.
Personal Selling

Taxspanner generally tells their customers about products through

personal selling by setting up their helpdesks in offices of various
comapnies.TaxSpanner deals with personal selling for the convenience of
customers in which company send executives to their clients place for
dealings or for collecting documents etc.
iii.

Budget Allocation
Head office has the power & authority to decide & provide budget for the
promotional activities. Head office decides a budget for the promotional activities
& provides that budget to various circle office & circle office divides the budget
given by head office to the branches under them. Branches further decide how to

iv.

utilize that fund in various modes of promotions.

Measurement of effect of Advertising and sales promotion.
The company does sales promotion so that the regular customers of company
remains for long with the company and get discounts.

E. Customer Relationship Management

Customer relationship is very much focused in TaxSpanner. Employees who deal with
customers are given special training to treat and give high class services to their customer.
In order to enriching the customer experience with firms profitability, ones
approach should be customer centric and in doing so CRM plays a vital role.

i. Channel Management
The company send their products directly to its customers by providing the product
information on their website. The customer can select the package directly from the
companys website and can make the payment anytime. This procedure of sending the
products to the next levels is called Channel Management.

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FIGURE 3.2 ChannelManagement

3.1.2

HUMAN RESOURCE MANAGEMENT :

A. Size and structure of Human Capital

i.

Total number of employees

In Taxspanner, as on 31st July 2016, total number of employes are between 50.
Among which 16 are women and 34 are men.

ii.

Total number of permanent employees

39 Employees are permanent employees in TaxSpanner.

iii.

Total number of temporary employees

11 temporary employees are there in the company.

iv.

Rate of employee turnover in an year

Employee turnover rate in a year is 7% to 8%.

v.

Major reasons of attrition or labor turnover

Major reasons for attrition or labor turnover is that the work is seasonal and the
main work is in the month of June July.

vi.

Frequency of HR Planning Process

The frequency of HR Planning processes in TaxSpanner is on the basis as per the
requirements of the company and usually is very frequent.
B. Sources of recruitment :

i.

Internal sources of recruitment

The assessment of an employers current staff to ascertain if any current employees
are sufficiently skilled or qualified to perform required job vacancies. When a
business engages in internal recruitment, a current employee might be reassigned
to the new position by giving them either a promotion or an internal transfer. It
includes Transfers and Promotions.

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FIGURE 3.5 Internal Sources of Recruitment

ii.

External sources of recruitment

External recruitment is the assessment of an available pool of job candidates, other
than existing staff, to see if there are any sufficiently skilled or qualified to fill and

perform existing job vacancies. It is the process of searching outside of the current
employee pool to fill open positions in an organization.
E

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FIGURE 3.6 External Sources of Recruitment

C. Steps in Selection process :
i.

Managerial employees
For managerial post, the employee should have at least 6 months of experience.

ii.

Non managerial employees

There are 2 steps in selection process in TaxSpanner.
Candidates first have to clear the Group Discussion Round.
Eligible candidates then appear for the personal interview.

iii. Duration of Induction programme

Duration of induction programmes in the Company is 1 month. The role of
department head in induction and orientation programmes is that they train the new
hires by made them sit with them and observe how the work is done.

D. Organizational structure of HR department:

EXECUTIVE INCHARGE

ASSITANT EXECUTIVE
INCHARGE HR
COORDINATOR HR
REGION WISE

FIGURE 3.3 Organization structure of HR department

E. Training and Development :

a) Types of training for managerial employees :
The company has the following types of training for managerial employees.
i. Employee Relations
Since most managers deal with employees, they must be able to relate to
them in a way that has a positive effect on morale and productivity.
Effective communication, disciplinary action and conflict resolution
training are tools that managers will use every day. Managers will need to
recognize the different types of communication, how to solve problems
ii.

and when to take action.

Time Management and Planning
Managers must make the most efficient use of their time. Between
managing employees, meetings, paperwork and other tasks, managers can
easily feel overwhelmed. Training programs that include timemanagement, planning, problem-solving and delegation skills will help

iii.

managers make the most of their time and resources.

Safety and Emergency
Employee safety is a major concern for every business, and managers
must be aware of potential risks and how to handle emergencies. Aside
from specific job-related safety and emergency procedure training,

managers must know policies and protocol concerning emergency

evacuations, fire safety, lockdowns and other safety and security-related
iv.

issues.
Ethics and Harassment
Ethics encompasses many different training areas, including diversity,
corporate responsibility and harassment. But any training that deals with
the ethical treatment of workers and customers, environmental and legal
issues falls under the ethics umbrella. Ethics and harassment are closely

v.

related to both the human resources and policies training umbrella.

Policies and Procedures
Understanding company policies and how to implement, monitor and
enforce them is another important management training area. Trainings on
specific policies, mission statements, quality initiatives and general
expectations are common, and managers will need to know the reasoning

vi.

behind them for employee education and enforcement.

Human Resources
Many managers deal with human resource issues every day. Although
policies and procedures may cover some HR ground, mangers who
interview, hire, fire and discipline employees must undergo training in
these areas, as well as basic employment law. Some employee issues are
best referred directly to human resources, and the trainings should outline

vii.

what a manager should and should not do when such issues arise.
Leadership and Supervisory
Effective managers must learn and develop supervisory, team-building
and leadership skills. There are several management styles, and knowing
when and how to use them is one of the keys to good management.
Managers must also be leaders and supervisors, be educated in the subtle
differences between them and how they affect employees and
productivity

viii.

Customer Service

Customer service training is not just for employees; managers must be

trained in this capacity as well. Customer service training includes many
basic elements of other trainings, such as conflict resolution,
communication and problem-solving, but is geared toward customerbased issues rather than those of the company or employee. Managers
will need to make customer-centric decisions when employees are unsure
or unable to, within allowable limits set by company policy.
b) Types of training for non-managerial employees :
The company follows the following training for the non-managerial employees.
i. On-the-job Training (OJT)
A method by which employees are given hands-on experience with
ii.

instructions from their supervisors or other trainer.

Cooperative Training, Internships, and Governmental Training
Training programs that combine practical on-the-job experiences with

iii.

formal education.
Apprenticeship Training
A system of training in which a worker entering the skilled trades is given
through instruction and experience, both on and off the job in practical

iv.

and theoretical aspects of work.

Classroom Instruction
A process that enables the maximum number of trainees to be handled by

v.

the minimum number of instructors.

Programmed Instruction
Self-directed learning - use of books, manuals, or computers to break
down subject matter content into highly organized, logical, sequences that

vi.

demand continuous response on the part of the trainee.

Simulated Method
Used when traditional on the job training is unsafe or unwise; emphasizes
realism in equipment and their operations.

c) Duration of training for managerial employees :

The duration of training for managerial employees in Taxspanner is of 3to 6
months of training.

d) Duration of training for non-managerial employees :

The Duration of training for non-managerial employees in TaxSpanner is of 2

weeks.
e) Refresher training for new joiners
To retain the existing talent, To keep pace with the new technologies, To become
the beneficiaries of the current innovations, To get the best out of your people, To
update with the latest trends, To bridge the gap between a millennial and a
boomer. Facilities for attending external training programmes. Help in learning
new things, We can apply those things which we have learned from the training
in our life, Help in going through some practical aspects, Give knowledge about
certain things which are required in corporate world.

f) Training Need Analysis

Feedback on training programmers attended-n managerial employees
It is very important for every company to a have training session for all the
employees related to their work and for the growth of the company. In
TaxSpanner, I asked the employees about the feedback of the training
session they had just now. They said that whatever they told us what we
can apply in our personal life too. I literary got a positive response from

every employee I interacted with after their training session.

Feedback on training programmes attended- non managerial employees
The researcher worked in TaxSpanner attended a training session in which
they told all the trainees about the company and its working. The speaker
told about the team building and how to interact with the co-workers with
the company. The Researcher really liked the way the speaker introduce
the company. The training was very effective and the speaker motivated

also.
g) Numbers of transfers in an years
The company does not give transfers to their employees.

F. Career Development :

a) Promotion Policy of the organization

In TaxSpanner, the employee gets the promotion on the basis of the target they achieve
and on the amount of work they have done till now. The employee gets promoted after
serving a period of 6months in the company.
b) Types of career Planning
i. Job Enrichment
Is a management concept that involves redesigning jobs so that they are more
challenging to the employee and have less repetitive work. Job Enrichment helps
the employees of the company by giving the positive results if the workers are
highly skilled and it helps in encouraging self-discipline.
Job Enlargement
Job enlargement is an increase in job tasks and responsibilities to make a position

ii.

more challenging. It is a horizontal expansion, which means that the tasks added
are at the same level as those in the current position. For Example: Housing
keeping job in a small hotel not only includes cleaning of the bathrooms making
beds and vacuuming but also replacing burned bulbs , turn down services and
restocking bars. Likewise in a company the employee have to do some additional
work except his own work like filing the file, keep the documents up-to-date etc.

iii.

Transfer
In TaxSpanner, the company does not transfer his employees from one place to
another.
Promotion
In TaxSpanner the employee gets the promotion on the basis of the target they

iv.

achieve and on the amount of work they have done till now. The employee gets
promoted after serving a period of 6months in the company.

G. Performance Appraisal and Recognition Systems :

i.

ii.

The type of performance appraisal

The type of performance appraisal followed in the company is on monthly basis.
The company gives certificates, bonus, and incentives.
Frequency of performance appraisal process
On monthly basis.

iii.

Role of supervisor in performance appraisal system.

In TaxSpanner, the supervisor looks the past performances and the present

iv.

performances of the employee.

Role of Self (employee himself) in performance appraisal system
The employee need to have a record of his own past performances and maintain
that path and if the employee lacking somewhere than he has to work on that part
by looking on his past performances.

H. Reward or Compensation Management

a) Bonus is given to the employees if the task is achieved on time. The mode of
payment of salary is through cheques.
b) There are many more benefits that are given to every employee like insurance
and medical benefits like a medical camp is arranged for employees where they
can get there check-up done on monthly basis, gratuity, paid leaves and maternity
leave.

I. Welfare
a) Working environment of the company is good and formal. Working hours are 9:00
A.M to 9:00 P.M in 2 shifts of 9:00 A.M- 6:00 P.M and 12:00 P.M-9:00 P.M.
b) Leave policy of the Company is 1 Privilege leave accumulated after 11 working
days and casual 12 leaves in a year. Medical leaves are 310 on half day up to
25years and 360 days maternity leave for womens.
c) No Canteen facility in company but every Saturday company provides hygienic
food to its employes.
d) There is no transportation facility given by the Company.
J.

Grievance handling :
a) Employees can redress their grievances through different modes like Complaint
Registration, can drop their complaint in a drop box, a customer may lodge complaint
either in writing or through electronic means if he is not satisfied with the services
provided by the company. All complaints will be recorded by the company in a
database.
b) Resolution of Grievances
i. Grievances related to attitudinal aspects
ii. Such complaints are handled very courteously, sympathetically by
Company employees.
c) Time Frame
Complaints are to be seen in the right perspective because these indirectly reveal a
weak spot in the working of the bank. Complaints received would be analyzed from
all possible angles. Company will Endeavour to send an acknowledgement/response
within one week from date of receipt.
d) Time schedule for redressed of complaints
i. General complaints are resolved in 7 days.
ii. Complaints requiring some time for examination of issues involved detail
investigations/enquiries; Company will send final response or explain reasons
for further time required within 30 days of receipt of complaint.

K. Safety Policies and Practices :

The Company give training on the safety like what to do when earthquake come, when
there is fire how to deal with it, many more instructions are given to every level of
employee of the company and the instructor show the demo to the employee so that they
understand easily and they come to know what to do when ever these natural hazardous
comes.
The company keeps the equipment which is required when these things occur. The
company looks for the safety of the employees.

3.1.3

PRODUCTION & OPERATIONS:

As this is a service provider company so in year full year subscription company
guides the customer

A. Help you planning your taxes for the Current F.Y which once implemented would
not only help saving taxes for the current year but also for subsequent years.
B. Sharing the 1st hand report with you within 3 business days after subscription to
package and sharing the relevant documentation containing all possible options of
tax savings as recommended by Income Tax Act1961.
C. Discussion with Chartered Accountant explaining the tax saving options and
sharing the recommendations basis your personalised scenario for 30 minutes.
D. Sharing your personalised report based on the discussion within 1 working day
post discussion.
E. Any Income Tax Department compliance, notice will be taken care off.
F. Revised report /suggestions will be shared in case of salary revision or job change
during the year.

G. Tax expert available for capital gains, F&O, loss carry forward i.e. includes ITR 2
filing.

3.1.4

FINANCE:
SPAN CROSS IT SOLUTION PRIVATE LIMITED

BALANCE SHEET

Amount (in Rs.)

Particular

As at 31.03.2015

1.

EQUITY AND LIABILITIES

(1
)

Shareholders Funds

(2
)

a) Share capital
b) Reserve & surplus
Non-Current Liabilities
a) Long-term borrowings

(3
)

7,132,000
18,309,619

7,132,000
16,270,695

6,873284

4,357,386

1,251,342
6,334,846
39,901,091

1,335,800
4,527,946
41,356
33,665,,182

253,924
10,418,998
10,665,175
1,070,722
211,500
-

596,999
17,000,546
5,690,494
(1,395,264)
211,500
-

2,895,855
11,839,733
2,545,184
-

2,899,223
7,557,622
1,104,062
-

39,901,091

33,665,182

Currents Liabilities
a)
b)
c)
d)

Short-term borrowings
Trade payables
Other current liabilities
Sort-term provisions (Income tax)
TOTAL

II.

ASSETS

(1
)

Non-Currents Assets
a) Fixed assets
i.
Tangible assets
ii. Intangible assets
iii.
Capital work-in-progress
b) Non-current investment
c) Deferred tax assets (Net)
d) Long term-loans & advances
e) Other non-current assets

(2
)

As at 31.03.2014

Current Assets
a) Currents Investments
b) Trade Receivable
c) Cash and cash equivalents
d) Short term-loans & advances
e) Other non-currents assets
TOTAL

Total Assetsand liabilities variation

90000000
80000000
70000000
60000000
50000000

liabilities

40000000

Asset

30000000
20000000
10000000
0
2013-14

2014-15

In above graph show that the current asset and current liabilities are increase form financial year
2013-14 to financial year 2014-15.

SPAN CROSS IT SOLUTION PRIVATE LIMITED

Profit Estimation

Profit and loss statement

Particular

Year ended 31.05.2015

Year ended 31.05.2014

Revenue from Operations

63,823,764

63,763,141

II

Other Income

1,357,623

540,063

65,181,387

64,303,204

Employee benefit expenses

Discount on e-filing service
Other expenses
Payment to Auditors
Depreciation & amortization
expenses
Financial costs
Loss on sale of fixed assets
Total Expenses

3,356,850
28,875,820
19,738,597
85,000
12,644,801
907,382
65,608,450

4,560,704
28,911,400
23,117,500
80,250
2,788,558
422,283
67,167
59,947,862

Profit before tax

(4,27,062)

4,355,343

Tax Expenses:
Current tax
Deferred tax

(2,465,986)

41,356
1,395,264

Total Tax Expenses

(2,465,986)

1,436,620

Profit for the Year

2,038,924

1,436,620

Earing per share :

Basic and diluted

II Total Revenue ( I+II )

I
IV Expenses :

Net Profit
2500000
2000000
1500000

Net Profit

1000000
500000
0
2013-14

2014-15

The chart shows that the company revenue is increase from 1,436,620 to 2,038,924
which is 41% increase in net profit. The performance of the company is increase in
financial year 2014-15.

CASH FLOW STATEMENT:

Amount (in Rs.)

Particulars

As at 31 march 2015

As at 31 march 2014

Net profit before tax

(427,062)

4,355,343

Net cash flow from

Operating activities ----(A)

12,461,070

7,052,113

Net cash flow from Investing

activities -----(B)

(10,694,857)

(5,687,689)

Net cash flow from Financing

activities -----(c)

2,515,898

4,364,386

Net Increase/(decrease) in
cash & cash equivalents
(A+B+C)
Cash& Cash equivalents at the
beginning of the year
Cash & Cash equivalents at
the End of the year
( opening cash)

4,282,111

5,728,810

7,557,622

1,828,812

11,839,733

7,557,622

Use of ITeS: All the work is done online portal is online based where customer has to
register email id and few details and executives are provided email id from which they can
fetch the details of the customer there they can check the status like for how many years
customer has filed the ITR from taxspanner, payment status , whether customer ITR filed or
not, etc.

B.

Data on Specific Area of Function Assigned by the Firm/Company

1. Basically the data is provided of the customers to contact them and details are
fetching from companies website to resolve their query.
2. Sending mails to the unpaid customers or customers who have not filed their ITR
to process their work.
3. Getting form 16 and filing ITR of customers and mentioning the amount of any
other income.
4. Resolve the query of customer if the customer has opt for self e-filing on the chat.

C.

Data Analysis
1. On the basis of data provided company has large number of customers filing ITR.
2. Taxspanner has a tie up with companies to get large number of customers and
they provide various discount coupons
3. Details of customers are provided to executive of taxspanner so that they can
easily contact them.
4. With PAN and email id customer details are extracted from the portal easily.

5. Within 24 hours company has a policy to revert back to the customers over the
email.