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A Project Report on “Consumer Durable Loans”



Submitted in partial fulfillment of degree of



Report Submitted to Submitted by

Prof.Shishupal Bhadu Ambiya Jagirdar

Head of Department MBA FS 3rdSem.

Training Supervised By

Company Supervisor’s Name: Mr Gaurav Sampat

Designation: Sales Manager ( BAJAJ Finserv)

Session 2017-19

Department of Management Studies

Opp.Senapati Bhawan Residency Road ,


Email dmsjodhpur@gmail.com


While submitting the project on “CONSUMER DOURABLE LOAN” I avail this

opportunity to express my gratitude towards all those who guided and helped me
to finish this project successfully.

I am grateful to Mr Gaurav Sampat (Sales Manager, BAJAJ FINSERV,

Jodhpur)for his inspiring guidance and kind encouragement.

I express my deep sense of gratitude and heart full thanks to my executive

Mr.Ravindra those valuable guidance and encouragement, which has played a
major role in completion of this Project work. His esteem suggestion and
encouragement from time to time has always helped me in the completion of this

I express my sincere thanks to Dr Shishupal Bhadu for his generosity and readiness
to support.

I am thankful to my teaching staff for their valuable guidance and encouragement

in the completion of this project

I have the good fortune of having a very understanding & loving family.

Ambiya Jagirdar

MBA 3rd Sem.


I Ambiya Jagirdar student of MBA, Department OF MANAGEMENT

STUDIES, JNVU JODHPUR. Hereby declare that this project report entitled
original work.

The finding of the report are based on the information collected by me during the
study and the result embodied in this study has not been submitted to any other
university for the award of degree.

Ambiya Jagirdar



The project titled “Consumer Durable Loan in BAJAJ Finserve” is to study and analyze
the time to cash process of Bajaj Finserv with aim to suggest improvement to the process
in Jodhpur city.

The prime objective is to study about time to cash process of Bajaj Finserv and find
problems in the complete process.

Project mainly focused on the working method of the sales executives and what problem
they faced during completing the file or preparing the file. How many days were taken by
the sales executive and the sales manager to prepare and disburse the amount to the
dealer and were they maintain the time to cash.

This research is based on primary as well secondary data, however primary data
collection was given more importance. Research has been done by primary data
collection, and primary data has been collected by interacting with sales executives and
sales managers, and it was constructed in a manner of getting maximum information from
the sales executive.

Secondary data has been collected from company annual report and database. The study
was conducted based on questionnaires to collect the necessary data: question were asked
and the necessary information was filled on the basis of the respondent answer. The
questionnaires are in the structured form, the research study was done with the structured
personal interview.

This project also focuses the loan procedure and its approval by studying the cases and
records of the company, which documents are necessary for approval of loan and also to
show the SWOT analysis of company. Through this project, the researcher has learnt how
to give a loan on consumer durable product and how to solve difficulties about the

The project deals with time to cash , completing their files and getting the approval online
from Bajaj server called as “Galaxies” portal and disbursement of cash to the dealer. This
process helped me to better understand the loan procedure of consumer durable product
at Bajaj Finserv lending and how time is important in each and every part of the process.


What is the project?

T2C stands for “Time to Cash” It refers to how many days (Time) taken liquidate
cash to the Dealer.

T2C provides a very practical framework that helps dealer to focus on the essentials
start-up and that provides a guide for a number of elementary strategic Decision to
take less to cash to dealer.

T2C starts with Initial stage (Login) to last stage (DM) Disbursement Memo but Now
T2C starts with from Invoice date to Disbursement Memo.

Definition and purpose of the project

T2C is the complete process of a loan application starting from the login by the FOS
till the QDP happens to the dealer and the LAN is generated to the customer.

“T2C is the process of liquidation of cash time taken by the Dealers to improve
working process faster through cash within the time”.

T2C refers to that process which convert customer needs into cash within less time to
make payment to dealer is known as Time to cash.

Scope of the Project:

To reduce the process of time to cash at different counters of bajaj finserv during a
fixed period of time. .

Salient Contributions of the project-

• Provided service as an intern for 6 Weeks

• Helped in reducing many counters by working with them

• Helped sales executive to understand the importance of time to cash.

Outline of the project

• The project was to reduce the time to cash at different counters of Bajaj

• The main work was to reduce the process to time to cash within 5 days.

• There were different problems due to which the time to cash increased in
different counters.

• Visiting the stores and observing and finding the stores and finding out the
reason for increase in T2C.

Do whatever you think best, but be best at whatever you do.

What started off as a sugar manufacturing factory in 1931 has grown to become one
of the country’s largest business houses. with activities that encompass a whole range
of industries, spanning automobiles (two-wheelers and three-wheelers), home
appliances, lighting, iron and steel, insurance, travel and finance.

At the turn of the new millennium, this business conglomerate is ranked amongst one
of the largest business family in India by the centre for monitoring Indian economy
(CMIE). It has under its umbrella over 25 companies and strength of over 25000

It’s core strength, however, is the unshakeable foundation based on its tradition of

Bajaj finserv was formed in April 2007 as a result of its demerger from Bajaj auto
limited to further the group’s interests in financial services. This demerger enabled
Bajaj finserv to independently run the core businesses of lending, insurance and
wealth advisory.

Bajaj finserv limited is the holding company for the financial services businesses of
the Bajaj group. Its insurance joint ventures with Allianz se, Germany namely Bajaj
Allianz Life Insurance Company limited and Bajaj Allianz general insurance company
limited are engaged in life and general insurance business respectively. Its subsidiary
Bajaj finance limited is a non- banking finance company engaged in consumer
finance, sme finance and commercial lending and wealth management.

At Bajaj finserv, we operate with a simple philosophy of never settling for good, and
always aiming for great. Our wide and growing portfolio of products across lending,
insurance and wealth advisory bears testimony to this belief.

Bajaj Finance Limited is the consumer finance lending arm of Bajaj Finserv Limited.
It is the most diversified non-bank in the country, the largest financier of consumer
durables in India and one of the most profitable firms in the category .

Bajaj Finserv Limited forayed into insurance through a joint venture with Allianz SE,
Germany, and formed Bajaj Allianz Life Insurance Company Limited and Bajaj
Allianz General Insurance Company Limited. Allianz SE has over 119 years of
financial experience and is present in over 70 countries around the world.

Bajaj Finserv Wealth Management provides simple and effective long term financial
planning concepts and tools for assisting our customers in making informed decisions
for their saving and investment needs.


Father of BAJAJ
Shri Jamnalal Bajaj (4 November 1889 – 11 February 1942) was an industrialist, a
philanthropist, and freedom fighter. He was a close associate and follower of
Mahatma Gandhi who is known to have adopted him as his fifth son. He founded the
Bajaj Group of companies in 1926 which now has 24 companies, including 6 listed

Shri Jamnalal Bajaj was born into a poor Marwari family, the third son of Kaniram
and Birdibai, and was later adopted as a grandson by Seth Bachhraj and his wife
Sadibai Bachhraj, a rich Rajasthani merchant couple of Wardha.

Under the guidance of Seth Bachhraj, Jamnalalji got involved in the family and
acquired the know-how of being a tradesman - keeping strict accounts and buying and
selling commodities - excelling in his work by the time Seth Bachhraj expired. In
1926 he founded what would become the Bajaj group of industries.

During the First World War, the British government appointed Jamnalal an honorary
magistrate. When he provided money for the war fund, they conferred on him the title
of Rai Bahadur, a title he later surrendered during the non-co-operation movement of

Upon Gandhiji's return from South Africa, Jamnalalji took an interest in Gandhiji's
way of life, his principles, such as Ahimsa (non-violence), and his dedication to the
poor. He could understand Gandhi's vision that home-made goods were the answer to
India's poverty and strongly advocated that cause while touring the length and breadth
of India promoting Khadi.

In 1920, Jamnalalji was elected chairman of the reception committee for the Nagpur
session of the Indian National Congress. He gave up the title of Rai Bahadur
conferred on him by the British government, and joined the non-co-operation
movement in 1921.

Later, in 1923, he participated in the flag Satyagraha, defying a ban on flying the
national flag in Nagpur, and was detained by British forces. This earned him national

admiration. He was later elected a member of the Congress Working Committee and
as the treasurer of Congress in 1933

With the intent of eradicating untouchability, he fought the non-admission of Harijans

into Hindu temples in his home town of Wardha. Amidst strong objections, he opened
his own family temple, the Laxmi Narayan Mandir, in Wardha, for the Harijans in
1928. This was the first temple in India to do so.

Jamnalalji dedicated much of his wealth to the poor. He felt this inherited wealth was
a sacred trust to be used for the benefit of the people. This was in line with the
trusteeship concept proposed by Gandhi.

That he was treasurer of the Indian National Congress for more than 20 years despite
having just 4 years of formal education, is an insight into the mind of a man who
knew no limits.

Structure of Bajaj Finserv

S.no. Sector Product

1. Finance Service Consumer Durable

2. Insurance Allianz SE, Germany
3. Life Insurance Bajaj Allianz Life Insurance
4. Wealth Management Financial planning , concept and tools for assisting
customers for investment and needs
5. Asset Management Fixed asset and Current asset
6. Lifestyle Loan on apparels

Vision and Mission of the Organization:

Bajaj Finserv has a vision to become a full-fledged financial services company and be
the financial partner to the Indian consumer and help him across his financial needs,
whether for finance, for investment management, for protection or for post-retirement
support, throughout his lifecycle.

Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial
Services. It is our continuous endeavour to be a trustworthy advisor to our clients,
helping them achieve their financial goals.

Objective of the Organization:

Our main objects as contained in our Memorandum of Association include:

1. To Finance industrial by way advance ,deposit or lend money, securities and

propertied or with any Company, Body corporate, trust, firm, person or
association whether falling under the same management or otherwise, with or
without security and on such terms as may be determined from time to time,
and to carry on and undertake the business of finance and investment and to
provide venture capital, seed capital, loan capital and to participate in equity
preference share capital or to give guarantees on behalf of the company in the
matter and to promote companies engaged in industrial and trading business
and to act as Financial Consultants, Management Consultants, Brokers,
Dealers, Agents and to carry on the business of share broking, money broking
,exchange broking, bill broking and general brokers for shares ,debentures,
debenture-stock, bonds, units, obligations, securities ,commodities, bullion
currencies and to manage the funds of any person, firm, body corporate or trust
by investment in various avenues like Growth Fund, income fund, risk fund,

tax exempt funds, pension /superannuation funds and to pass on the benefits of
portfolio investments to the investor as dividends, bonus, interest, etc.

To carry on the business as an investment company and to underwrite, sub-

underwrite, to investigating , and acquire by gift or otherwise and hold, sell,
buy or otherwise deal in shares debentures, debentures-stocks, bond, units,
obligations and securities issued or guaranteed by Indian or Foreign
Governments, States, Dominions, Sovereign.

Organization structure

Figure No. 2.1: Different Departments






Organization Hierarchy
A key issue in accomplishing the goals identified in the planning process is
structuring the work of organization. Organizations are group of people, with ideas
and resources working toward common goals. The purpose of the organizing function
is to make the best use of the organizations resources to achieve organizational goals.
Organizational Structure is the formal decisions making framework by which job
tasks are divided, grouped and coordinated. Formalization is an important aspect of
structure. It is the extent to which the unit of organization is explicitly defined and its
policies, procedures and goals are clearly stated. It is the official organizational
structure conceived and built by top management. The formal organization can be
seen and represented in chart form. An organization chart displays the organizational
structure and shows job titles, lines of authority and relationship between departments.
Organizational Structure allows the expressed allocation of responsibilities for
different functions and processes to different entities. Ordinary description of such
entities is as branch site, department, work group and single group of people.

Figure : Organization Hierarchy

Rahul Bajaj































Product Profile of the Organization
Bajaj Finserv Lending offers loans for various needs. We offer loans for Bajaj Auto
Two Wheelers under the name of Bajaj Auto Finance Ltd. We offer Consumer
Durable Loans, Personal Loans, Loan against Property, Small Business Loans,
Construction Equipment Loans, Loan against Securities and Insurance Services under
the name of Bajaj Finserv Lending. Bajaj Finserv Lending is one of the most
diversified NBFCs in the market catering to more than 5 million customers across the
country. Apart from being a well-recognized organization, they pride us for holding
the highest credit rating of FAAA/Stable for any NBFC in the country today. The
product offerings include Consumer Durable Loans, Personal Loans, Loan against
Property, Small Business Loans, Two-wheeler and Three – Wheeler Loans,
Construction Equipment Loans, Loans against Securities and Insurance Services.

Figure No.2.3: Product Profile of the Organization






Products Covered: 0% interest Consumer Durables Finance is available on a wide
range of products and in over 101 cities across India. Hereunder is an indicative list of
products covered:-


 Washing Machines

 Microwave Ovens

 Refrigerators

 Cameras/Camcorders

 Dishwashers

 Generators

 Cooking Range products

 Dryers

 Laptops / Desktops

 Smart phones

 Air purifiers / Water Purifiers / R.O.

 Music Systems

 Inverters

 Air conditioners

Competitors – Major competitors of Bajaj Finserv are Capital first and Tata

 Top 3 Financial Services Company:

We're proud to be ranked amongst the Top 3 Financial Services Companies

to work for in India. The ranking was conferred on us by Great Places to Work
(GPTW), the gold standard in ranking the world’s best workplaces, at a
special event hosted in Mumbai on 21 June, 2013. GPTW conducts this survey
every year amongst more than 500 companies across India. This year more
than 530 companies participated in the survey.

 CIO 100:

Recently, we also won the CIO 100 Innovation award for two of our innovations -
EMI Card and Flexi saver.CIO 100 is an annual award program that recognizes
organizations that exemplify the highest level of operational and strategic
excellence in information technology (IT). CIO magazine has a long and proud
tradition of honouring leading companies for business and technology leadership
and innovations through its premiere award program – CIO100. Now in its 25th
year in the USA, it is an acknowledged mark of enterprise IT excellence. It’s a
celebration of 100 organizations (and the people within them) that are using
information technology in innovative ways to deliver business value, whether by
creating competitive advantage, optimizing business processes, enabling growth
or improving relationships with customers. Hosted in countries such as Canada,
Sweden, Australia, Singapore, Vietnam, Hungary and India, the CIO 100 Awards
is a truly global recognition. It is an acknowledged mark of excellence in
enterprise IT.

Branch detail – the branch office was in Sardarpura , Jodhpur

Technology- The technology used by was finserv was upgrade. Every date was
stored and was maintained by cloud data base. And was very fast except while
filling kyc form.


India is undergoing rapid development. This means that there are millions of people
who dream of better home, better infrastructure and a better life. This opens several
avenues of potentially limitless growth in the banking and finance sector. Bajaj
Finserv Lending will help grab this opportunity to grow your business, through
lending loans, financing, etc.

An innovative, competitive and thriving financial services industry in any country

plays a vital role in its smooth functioning and development. India's financial services
sector has posited a stable growth curve over the years driven by sound fundamentals,
rising personal incomes corporate restructuring, financial sector liberalization and the
growth of a consumer-oriented, credit-oriented culture. This has led to the increasing
demand for financial products, including consumer loans (especially for cars and
homes), as well as for insurance and pension products. The soaring demand for
financial services offers promising investment prospects.

According to the Central Statistical Organization (CSO) data, released early this year,
financial services, banking, insurance and real estate sectors rose by 7.4 per cent in
2013-14 ·

 A favorable demographic profile which supports a higher retail off take - 54%
of the population is in the 15-35 years age group. India consists of a dynamic
and a growing middle-class class which on a purchasing power parity basis is
much larger than the entire population of the US and a consumer credit market
that is growing by more than 40% per annum.

 Continuous increasing in capital expenditure by the government and private


 Significant opportunities in the largely untapped SME segment- which

accounts for 40% of the industrial output and 35% of India's direct exports.

 India's increasing and consistent growth. As per the CSO, the Indian economy
grew by an estimate of 7.4 per cent in the year 2013-14 and is expected to
grow over 8 percent in the coming months.

 Growing investment avenues across all segments in the banking and financial
services sector.


Demand for banking services is growing significantly, albeit in a country where less
than half of households have a bank account. It is in the retail sector that the surge in
demand is most marked. Housing loans grew by more than 50% and loans to the retail
commercial sector rose by more than 100%. According to the weekly statistical
supplement (WSS) of the Reserve Bank of India (RBI), Indian bank loans represented
a rise of 19.1 per cent as of June, 2014 while deposits were up 14.3 per cent from the
previous year.

Furthermore, outstanding loans showed an increase from US$ 12.39 billion to US$
703.5 billion in the two weeks to June, 2014. The WSS reflected that bank deposits
rose by US$ 3.24 billion to US$ 975 billion in the two week to June. In 2009, there
were 21 IPOs that raised US$ 4.18 billion as compared to 36 IPOs in 2008 that raised
US$ 3.62 billion.

As per the statistics of RBI, aggregate deposits grew by 3.3% on q-o-q basis in quarter
ended June 10 as against 5.1% during the same period last year; reflecting the
relatively lower rates in term deposits.


Non-banking financial companies (NBFCs) are fast emerging as an important segment
of the Indian financial system. It is an heterogeneous group of institutions (other than
commercial and co-operative banks) performing financial intermediation in a variety
of ways, like accepting deposits, making loans and advances, leasing, hire purchase,
etc. They raise funds from the public, directly or indirectly, and lend them to ultimate
spenders. They advance loans to the various wholesale and retail traders, small-scale
industries and self-employed persons.

NBFC are present in all competitive fields such as, vehicle financing, housing loans,
leasing, hire purchase and personal loans financing etc. NBFC's are not required to

maintain cash reserve ratio (CRR) and statutory liquid ratio (SLR). Priority sector
lending norm of 40% (of total advances) is not applicable to them. While this is at
their advantage, they do not have access to low cost demand deposits. As a result their
cost of funds is always high, resulting in thinner interest spread. But currently with
surplus liquidity in the system, the cost of funds for NBFC's has substantially eased
thus improving their margins. Gradually, they are being recognized as complementary
to the banking sector due to their customer-oriented services; simplified procedures;
attractive rates of return on deposits; flexibility and timeliness in meeting the credit
needs of specified sectors, etc.

On regulatory front, NBFCs have been classified into 3 categories:

 Those accepting public deposits

 Those not accepting public deposits but engaged in financial business

 Core investment companies with 90 per cent of their total assets as investments
in the securities of their group/ holding/subsidiary companies. The focus of
regulatory attention is on NBFCs accepting public deposits.

Banking Services
According to the world's largest rating agency, Standard & Poor (S&P)'s Ratings
Services, India's banking system has a high level of stable, core customer deposits
supported by the system's good franchise, extensive branch networks, and large, yet
growing, domestic savings.

• According to the Reserve Bank of India (RBI)'s 'Quarterly Statistics on

Deposits and Credit of Scheduled Commercial Banks', September 2011,
Nationalized Banks, as a group, accounted for 52.2 per cent of the aggregate
deposits, while State Bank of India (SBI) and its associates accounted for 21.8
per cent. The share of new private sector banks, Old private sector banks,
foreign banks and Regional Rural banks in aggregate deposits was 13.7 per
cent, 4.8 per cent, 4.6 per cent and 2.9 per cent, respectively. With respect to
gross bank credit also, nationalized banks hold the highest share of 51.6 per
cent in the total bank credit, with SBI and its associates at 22.1 per cent and
New Private sector banks at 13.8 per cent. Foreign banks, Old private sector

banks and Regional Rural banks held relatively lower shares in the total bank
credit with 5.2 per cent, 4.8 per cent and 2.5 per cent, respectively.

• Another statement released by the RBI stated that bank deposits grew 13.4 per
cent to Rs 60.72 trillion (US$ 1.18 trillion) in the fiscal 2011-12 (the year to
March 23, 2011) while loans and advances grew 17.08 percent to Rs 47.54
trillion (US$ 927.16 billion).

Foreign Institutional Investors in India

• According to the data released by Securities and Exchange Board of India
(SEBI), net investment in equities made by foreign institutional investors (FIIs)
stood at Rs 47,935 crores (US$ 9.34 billion) during the financial year ended
March 31, 2012. During the reported fiscal, foreign fund houses injected Rs
49,053 crores (US$ 9.56 billion) in the debt market taking the collective net
investments by FIIs in stocks and bonds to Rs 93,725 crores (US$ 18.26

Government Initiatives
• In its Budget for 2013-14, the Government has earmarked a capital of Rs
15,888 crore (US$ 3.11 billion) to be infused in public sector banks, regional
rural banks and other financial institutions. Apart from this, the Government is
also planning to set up a financial holding company that will raise funds for
public sector banks.

• Furthermore, the RBI has liberalized regulations pertaining to FCAs to provide

operational flexibility to Indian entities making overseas direct investments.
After satisfying stipulated requirements and conditions.

Road Ahead
• According to a report by the Boston Consulting Group (BCG) India,
prepared in association with a leading industry organization and Indian
Banks Associations (IBA), Indian banking industry would be the world's

third largest in asset size by 2025 and mobile banking would become the
second largest banking mode after ATMs. Furthermore, owing to the
positive eco-system of the industry and regulatory and Government
initiatives, mobile banking is anticipated to enhance from 0.1 per cent of
transactions in a 45 per cent financial inclusion base in 2010 to 34 per cent
of the transactions with 80 per cent rural inclusion base by 2020, as per the

Review of literature

Theoretical framework
Bajaj Finserv, a diversified non-banking finance company (NBFC), has launched
online personal loans for high net-worth individuals, with a ticket size between Rs1
lakhs and Rs 25 lakhs, where approval is said to happen in a timeline of five minutes
and disbursement within the next 72 hours.

The product is advantageous to target customers. Most of them being corporate

employees do not have the time to visit bank branches to apply for loans, or else hold
meetings with the sales persons. The expected ease and speed would be an edge for
the product. Besides the issue of time, customers would be saved from miss-selling
and miss-quoting, a rampant practice in the financial services industry currently.

The factor to be careful about is the interest rates charged online. That needs to be
compared with the offline offers since you would not get a chance to negotiate online.
The other issue that customers might face would be the cross-selling of other financial
products. It may become frequent enough, to the distaste of customers. Although
banks have the online facility of applying for personal loans online, it is mainly
designed to generate a lead. The sales person gets in touch with you and you get to do
the same documentation like you would have done had you applied offline—by
visiting a branch or else fixing up a sales meeting. Applying online only saves you
from the initial visit or meeting. With Bajaj Finserv’s online personal loan, the
complete application will be filled online an e- approval will be generated instantly.
Once that is done, the disbursement will take place within the next 72 hours of your
submitting the documents.

Bajaj Finserv Notches Up Gains In June Quarter

The results press release of Bajaj Finserv states that the challenging environment that
has prevailed in the last fiscal continues till now. But the results of the company belie
this fact, as the company has fared very well for the first quarter of fiscal 2014. On a
consolidated basis, its gross revenues for Q1FY14 went up by 7% on a Year on year

basis and came in at Rs 3465 crores as against Rs 3252 crores for the same quarter last
fiscal. The bottom line also improved by a stupendous 43% on a yearly basis to stand
at Rs 279 crores as against that of Rs 195 crores in Q1FY13. All the businesses of the
company including Bajaj Finance, Bajaj Allianz General Insurance and Bajaj Allianz
Life Insurance have contributed to the bottom line.

The PAT of Bajaj Finance, Bajaj Allianz General Insurance and Bajaj Allianz Life
Insurance came in at Rs 176 crores (up 27%), Rs 100 crores (up 56%) and Rs 115
crores (up 55%). This has added up to make for some strong profits for the company.

• The performance of the company makes a persuasive case in favour of

adding this stock to one’s portfolio. However, looking at the volatile state of
the market, it is advisable to buy in a staggered manner.

• Billing: -Billing is the important and first step of T2C because starts with
Login date but it counts from the billing date to QDP.

• Ageing: Ageing is the Time between Login to QDP How much time taken
(days) to payment of Dealer is called Ageing.

• Stock: The required list of resources match with available resources means
stock is reserved resources of the product to supply our customers.

• Focus: Focus is most important key of T2C to maintain in systematic and

effectng manner if we focus on customers and company PAT (profit after
tax), all concern about our business that how we focus on customers to
convert their need in cash by company.

• Process: The shape of process for scalability and efficiency, operation

should be executed in step by step because step by step execution is the best
thing to complete all the process in without error like

Login Pre approval Post approval QDP HO


• Execution: Executes all the process and achieve objectives with less effort
in efficient and effective manner.

• Customers: Confront with their needs and offer them solution as product or
win their trust & money, expand sales capacity through proper channel.

• Outsmart: Outsmart is the business book it aims to educate managers and
business owners how to achieve successful differentiation without being

Steps of Time TO Cash (T2C).

• Step1- INVOICE to DO. - Here the invoice is generated by the dealer. And the
first step of T2C begins. And then delivery order (DO) is prepared. And
customer is left with the product. This is a post approval process.

• Step2- DO to DM- here the disbursement memo is prepared.

• Step3- DM to FILE inward –in this after preparing the disbursement memo
(DM) the file is sent to the branch office for QDP quick disbursement memo.

• Step4- QDP to file outward- here after quick disbursement the file is sent to
main branch of pune.

A potential cash machine

AUTHOR(S) Subramaniam, Arun

PUB. DATE June 2012 SOURCEFinanceAsia; Jun2012

SOURCE TYPE Periodical


The article focuses on the emergence and growth of the Bajaj Finserv, a new
company in financial services industry in India, under the leadership of Sanjiv
Bajaj, an engineer. It informs that the company is diversified, well capitalized
and soundly managed as it owes its success to its growth in retail industries. It
also informs that the focus of the company is on the customers of retail
industries as it has trained its agents to sell wider range of insurance products.

Bajaj Finserv sacks some senior officials who were cutting deals to mask
loan defaults

PUB. DATE June 2014

SOURCE FRPT- Finance Snapshot;6/15/2014,

SOURCE TYPE Industry Profile

DOC. TYPE Industry Report


The article reports that the Indian financing company Bajaj Finserv Ltd. has
fired some of its senior executives who were cutting deals to cover loan
defaults. It states that two senior officials of the group company Bajaj Finance
Ltd (BFL) were fired, while three other employees left the company. It
mentions that the irregular transactions of the officials which aimed at showing
the borrowers' accounts had bounced.

EMI Finance App For Pre-Approved Loans

PUB. DATE November 2015

SOURCE Business World; 11/3/2015

p1 SOURCE TYPE Periodical

DOC. TYPE Product Review


The article offers brief information on the Bajaj Finserv Experia equated
monthly installment (EMI) finance app.

Bajaj Finserv Launches India's First Consumer Durable Finance App
With Instant Loan Approvals

PUB. DATE-October 2015

SOURCE Trak.in;10/30/2015

p1 DOC. TYPE Article


The article reports on the launch of India's first easy monthly installment (EMI)
finance app from consumer durable finance company Bajaj Finserv. It says that
the consumers will find the app useful for buying items, including smartphones,
furniture, and televisions, on EMIs. Comments from Bajaj Finance Ltd. chief
executive officer (CEO) Rajeev Jain are provided.


• The loan process

• To find how many new and existing customers are taking
• To study about EMI card
• To find benefits and features of EMI card.
• To find the current average T2C of each counter and
• To find what are the reasons for increase in T2C.
• To reduce the time to cash at counter.
• To suggest and help in improvement to the process.


Method of research

• Observation method-. In this the process of time to cash and how the sales
executive and the sales manager work was observed. Whether they were
working and preparing the file on time allotted or given to them. The
process was followed or not one after another.

• Questionnaires method- This method included questionnaire which was

asked to the sales executives at counters of Bajaj finserv.

Type of research-

Descriptive research- Descriptive studies are under taken in many circumstances.

When the researcher is interested in knowing the characteristics of certain group such
as age, gender, occupation, educational level or income, a descriptive study may be
necessary. Other cases when a descriptive study could be taken up are when
researcher is interested in knowing the proportion of people in a given population who
are aware and are interested in consumer durable finance.

Data type- Primary Data

Primary data is that which is collected by sociologists themselves during their own
research using research tools such as experiments, survey questionnaires, interviews
and observation.

Primary data can take a quantitative or statistical form, e.g. charts, graphs, diagrams
and tables. It is essential to interpret and evaluate this type of data with care. In
particular, look at how the data is organized in terms of scale. Is it organized into
percentages, hundreds, thousands etc. Is it a snapshot of a particular year or is it
focusing on trends across a number of years?

Primary data can also be qualitative, e.g. extracts from the conversations of those
being studied. Some researchers present their arguments virtually entirely in the words
of their subject matter. Consequently the data speaks for itself and readers are
encouraged to make their own judgements.

Primary data is the data collected by the researcher himself. I have used the following
sources of data in this project work.

• In my research the primary data collections was mainly done through the
questionnaires to sales executive, I meet the respondents personally &
requested to answer my questions for the requirement of my study.

Secondary data

Secondary data is data collected by someone other than the user. Common sources of
secondary data for social science include censuses, organizational records and data
collected through qualitative methodologies or qualitative research.

Primary data, by contrast, are collected by the investigator conducting the research.
Secondary data analysis saves time that would otherwise be spent collecting data and,
particularly in the case of quantitative data, provides larger and higher-quality
databases that would be unfeasible for any individual researcher to collect on their
own. In addition, analysts of social and economic change consider secondary data
essential, since it is impossible to conduct a new survey that can adequately capture
past change and/or developments.

• Previous research

• Data collected from store Web information

Data Collection tools –

The data was collected through questionnaire and data given by the branch office.

• Sampling plan – Non-probability sampling plan.

• Sampling Unit-- The sampling unit were all respondent where the sales
executive of Bajaj finserv lending.

• Size- Since my research work is entirely based on descriptive design .I have
used the sample size as 30.

Dealers covered



Sample unit- The sampling unit were all respondent where the sales executive
of Bajaj finserv lending.

Sampling method- Non probability convenient sampling is used.


• Understanding the Loan Process

• Understanding what is T2C.

• Identify lowest T2C store.

• Selecting the counter with lowest T2C. As data given by office of previous

• Visiting those stores and interviewing them. Check their way or method of
processing the file.

• To find the problems faced by them.

• Getting questionnaire filled by them so that to find which the most

problem faced by them.

• Making them aware of the value and importance of T2C.

Loan Process

How to participate?
The loan process is simple in Bajaj finance the few steps are to participative by
both customer and Executive.

• First step :The Bajaj executive asks that the customer has any previous loans
in the Bajaj finance or in else any financial companies or the customer is credit
card user.

• Second step: The response from the customer with respective to previous loans
is gained by the executive.

• Third step: The executive asks about the necessary documents require in the
loan process. Then the executive explains about their schemes with respective
to the products purchasing by the customer.

• Fourth step: The loan process takes place by the preparation of delivery order
by the Bajaj executive to the customer then the customer receives the product
the loan process is finishes.

Required documents
o Photo

o Id Proof

o Residence proof

o One cancelled cheque in case of ECS

Credit program specific documents ( Any one of the following)

o Credit Card front side photocopy

o Visiting Card & Employee Id proof Photocopy of RC book (Not

applicable for vehicles registered after 2004 & commercial cars)

o Bajaj Finserv Lending existing loan Repayment Loan Account Number /

Schedule (subject to not later than 18 months old)

o Any other Bank/NBFC Repayment Schedule

o Salary Slip

o Banking Details (latest 6 months) Account Type- OD/ CC

Note: The loan Eligibility

The following are the eligibility criteria to apply for a loan:

• If you are a salaried person your age should be between 23 years to 60 years.

• If you are Self Employed your age should be between 23 years to 65 years.

EMI card

Bajaj Fiserv Lending EMI card is a pre-loaded card with a pre-approved * Consumer
Durable & Lifestyle Product Loan. We can use this card to buy our favorite consumer
durable (or lifestyle products) at * by simply swiping your card at our partner retail

Advantages of EMI card

 The Bajaj finance providing good opportunity to customers buy offering EMI
card to the customers their benefiting they Are getting very good services and it
is very useful to use and it also avoid the ford cases.

 With this card we can come to know that the customer is existing customer for
more than three month.

 For their next purpose of buying products they do not need to bring all the
documents which was given before

 Now simply Swipe, Sign and Buy any consumer durable or life style product of
your choice with your EMI (Existing Member Identification Card), only from
Bajaj Finserv Lending. No need to gather another set of documents or go
through the process of applying for a loan.

 The pre-approved loan amount on our EMI card depends on the loan amount
assigned to BFL at the time of we are taking a Consumer Durable or Lifestyle
product loan. This loan amount varies from Rs. 30,000 to Rs. 1,25,000/-

 We can use the EMI card at any of our partner retail outlets across 65 cities in

Features and Benefits
The Bajaj finance EMI card is the innovation to the bring new technology to
consumer durable loansIt is very easy to communicate with customer

Pre-Approved eligibility: The EMI card carries a pre-approved loan in our

wallet. we can avail of our loan facility to purchase any consumer durable &
lifestyle product of our choice.

Instant approval: Simply Swipe, Sign and Buy with our EMI card. The moment
we swipe our card, we can get instant approval, subject to the amount pre-
approved for you.

Minimum documentation: For using your EMI card, we don't want to give any
documents. Our EMI card carries all the necessary information required.

Preapproved Offers: As an existing customer, we can get exclusive

preapproved offers from time to time across a host of your partner retailers and

Online Account Access: Get all information about our loan like repayment
track, interest certificate, payment schedule etc through your digital customer
portal. Just log in with our loan account number and access whatever
information you want about our loan.

How to Apply EMI card

We can apply for our EMI card at the time of the purchase (or through your Customer
Portal login on Bajaj finance website, if we are an existing customer of consumer
durable loan or lifestyle finance). Our EMI card will come after the completion of
three EMIs.

Buying your consumer durable / life style product: We can sign up for our EMI card
when we buy your consumer durable through any of your retail partners. Our EMI
card will be sent to you after 4 months of loan repayment, subject to timely
repayments of our loan installments.

Online through Digital Customer Portal: we can apply online anytime through your
customer portal. Make an online payment of Rs.249 and our EMI card will come with
in 3 month

Eligibility and Documents for EMI card

EMI Card is issued only to our existing customers Only the following documents are
required for getting your EMI card:

Open ECS mandate duly signed (Open ECS is same as other ECS with an extended
period so that we don’t have to give fresh ECS for your purchases in future.)

One cancelled cheque

KYC formalities (valid photo id proof and address proof) Fees and Charges All the
customers have to pay is a onetime charge of Rs.249 (to enjoy lifetime membership of
EMI card).

Note: some customers are existing and new for Bajaj but they don’t have the EMI
card because EMI limit not there. The EMI limit is there for new and existing they are
Eligible for the EMI card.

1. Knowledge about T2C. In different stores of dealers?

Table no.

S.no. Particulars No.of respondents %

1. YES 27 90
2. NO 3 10
TOTAL 30 100

Sales Executives have knowledge about T2C, but very few sales executives
those who were freshers they do not have knowledge about T2C.


2. What is the reason of increasing T2C days?

Table no- 6.2

S.no. Reason Yes No

1. File Pendancy 5 25
2. Stock Unavailability 7 23
3. Seasonal Pressure 24 6





10 no

File Pendancy Stock Unavailability Seasonal Pressure

Through the above data collected the result which came out was that the major
reason for increase in T2C was due to seasonal pressure.

3. Do you have any problem regarding manpower?

S.no. Particulars No.of respondents %

1. Yes 8 26
2. No 22 73
Total 30 100

Problem regarding manpower


Above graph shows that in many stores have problem regarding manpower.
Many of the counters faced manpower problem during festive season and
during summer season.

4. Does everyone in your team know about T2C?

S.no. Particulars No.of respondents %

1. Yes 25 83
2. No 5 17
TOTAL 30 100


Above graph shows that in few stores the sales executive didn’t knew about the
process of T2C. They were fresher’s and didn’t knew much about the process.


The entire two months of the internship was a learning experience. A lot of ups and
downs came in the path of project completion but the end results were very promising.
Company seems to be doing quite well and its customer’s base seems satisfied. It has
a lot of potential in this sector only if it is able to tap the untapped market and do more
market penetration.

This can be brought about by promoting its products and services and making people
more aware of the benefits of. Also it can have some flexibility in its procedures so
that the consumers feel more at home with the company. The company and the
process of completing the file can be easier if the sales executive and the managers
cooperate each other in their work. The managers must know the problem of their
sales executive and the problems arising the stores of Bajaj finserv. I came to know
about the work culture in Bajaj finserv through this project. There were too many
learning like how manage your employees and manage them and help them is

According to collected data RELIANCE T2C is best as compare to others players of

Jodhpur because RELIANCE DIGITAL do online Do everything and their dealers
provides all requirement resources which a FOS need at approval to quick response
they provided printers and others things which makes quick response to approval and
billing of customer.it should be in all stores as reliance to make faster process.

The most important thing is most of FOS response about T2C days reason is these are
seasonal pressure, document pending ,unavailability of stock ,invoice generation late
etc. There were many reasons which are affecting T2C strictly.

According to collected data and information Total login march to October month is
1,10,485 but according to month of August, September and October total
disbursement 71731 except month October still T2C increasing because of seasonal
pressure and files pendancy but in the graph we can see that most of files
disbursement have done with spilled out of last month in April also somewhere its
maintaining T2C also.

According to this figure total sample size is 30 in which visited store 12 of DEFENCE
Electronics, 7 of RELIANCE DIGITAL and 7 of TARANG ELECTRONICS from all
the stores I got positive feedback but a few responses were unsatisfied.

That different stores have difference in period of time taken by them to prepare the
file. The least no of time taken by the reliance store and small stores .RELIANCE
store takes the minimum no days to prepare the files because of its technology.

 Time provided to complete the project was only 6 weeks

 Project limited to selected area and dealer of Jodhpur only.

 Sales executive are randomly chosen and sample size is less for

 Sometimes sales executive use to give wrong information during


 Most of the problems were regarding documentation and serial no issue. So
according to me I would like to suggest that FOS should check and ask all the
documents before approving the customer or giving them finance.

 For serial no validation issue the dealer has to take initiative to provide the
correct serial number. And only the serial no of the product which has been

 As many of the FOS are new. They need to be trained more. According to me
there must be some meeting and problem solving sessions for all FOS of
different counter once in a week or month. And should be given to ask their
questions and discuss their method or style of selling the product to each other.

 The FOS should always need to be motivated. Some small reward should be
given them to keep motivating them so that they work on time for rewards.

1. Name of the FOS?

2. Name of the counter?

3. Do you know about T2C?

4. No of FOS?

5. Average No of files completed in a day?

6. No of new customer or without EMI card of last 1 month?

7. No of EMI card customer of last 1 month?

8. No of maximum days taken to complete the process?

9. Average No of log in or sales done per day?

10. Average No of DM and DO done per day?

11. Are you aware of all the scheme?

12. Do you have problem regarding manpower?

13. Does everyone in your team know all the process of T2C?

14. What are the problems faced by you for delay or increase in T2C?

15. How to you solve the problem?

16.Regarding documentation, scheme or serial no. issue. ?

 Book C.R.KOTHARI Research methodology, new age international publishers.
Srivastava T.N., (2011), Business research methodology, Tata McGraw - Hill
Education private limited.

 Online References: · WWW.Bajajfinservlending.in · WWW.Slideshare.com ·

WWW.Salesforce.com · WWW.EBCO.COM

 News Paper: · Economic Times · Times of India