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INTRODUCTION
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INTRODUCTION
Bajaj Finance Limited is a Non-Banking Finance Company engaged in consumer finance, SME
finance and commercial lending. Bajaj Financial Solutions Limited, a wholly owned subsidiary of
BFL is engaged in wealth advisory business.
BFL is one of the leading financiers in the market offering: 0%interest on lifestyle product and
consumer durable product finance on EMI .An easily avail on a loan for products like LCD, LED,
Color TV, Refrigerator, Washing Machine, Air Conditioner, Music System, Microwave amongst a
host of other products.
BFL consumer durable loan comes with 0% financing and with a small fee. One can apply online
on their website and get an instant approval or visit a dealership to easily avail a loan. It provides
on the spot approval with minimum documentation & fast processing.
They offer finance for various infrastructure related equipment’s in the field of Construction,
Mining, and Material Handling businesses so you can go ahead and construct your own path to
success. They extend finance with attractive benefits for both new as well as used equipment
BFL 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 BFL.
BFL is one of the most diversified NBFCs in the market catering to more than 5 million customers
across the country. The product offerings include Consumer Durable Loans, Personal Loans, Loan
against Property, Small Business Loans, Two-wheeler and Three-wheeler Loans, Construction
Equipment Loans, Loan against Securities and Insurance Services.
Bajaj Finserv is a company which provide loans on consumer durable goods, digital products,
etc.Besides these, it also provides personal loans, home loans, etc. Talking about Consumer
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Durables and Digital Products, there are various schemes available for each
product. These schemes subject to change every month or after a certain period of time on a
regular basis.As we know the key work of the company is to provide loans, so this involves certain
steps, which need to be followed, hence certain formalities need to be necessarily fulfilled.
Key concepts:
Lending:
A person or organization that makes a loan. That is, a lender gives money to a borrower with the
expectation of repayment in a timely manner, almost always with interest.
Surrogates:
A surrogate means document requirement criteria for loan approval process.
Bajaj Dedupe:
Bajaj Ded upe means there is problem occurred in the previous Bajaj loan.
Scheme Chart:
Various types of schemes are given below:
Schemes Description
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CHAPTER 2
PROFILE OF COMPANY
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COMPANY PROFILE
This company covered a whole range of industries, from automobiles, home appliances, digital
products to lighting, iron and steel, insurance, travel and finance.
India is undergoing rapid growth and development. Rich people can buy things at whatever cost
they are getting it. But middle and lower class cannot stop dreaming for things which cannot be
afforded by them.
Bajaj Finserv is the company which is giving individuals to grab expensive products, CD Goods,
Digital Product on EMIs and at 0% interest, which can help them to improve their lifestyle and
also further help to grow real estate business.
Bajaj Finserv offers loans for various needs. We offer loans for Bajaj Auto Two Wheelers wider
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. Bajaj Finserv is one of the most
diversified NBFCs in the market catering to more than 5 minion customers across the country.
Apan 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
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Consumer Durable Loans. Personal Loans. Loan against Property. Small &min..
Loans. Two-wheeler and Three —Wheeler Loans. Construction Equipment Loans. Loans
against Securities and Insurance Services.
Bajaj Finserv was formed in April 2007 which is situated in 4TH Floor, Bajaj Finserv Corporate
Office, Pune-Ahemednager Road Viman Nagar, Pune 411014, Maharashtra. As a result of its
demerger from Bajaj Auto Limited to act as a pure play financial services business. The process
of demerger was completed in Feb 2008. This demerger was not only to unlock values in the
high growth business areas of Auto, Insurance, Finance sectors and Wind Power but also to run
independently these core businesses and to strengthen the competencies. The wind power
project, the stakes in the life and general insurance companies and consumer finance along with
their respective assets and liabilities got vested in Bajaj Finserv Limited.
In addition to that cash and cash equivalent of INR 8,000 million (then market value) was also
transferred to the company. The demerger has enabled investors to hold separate focused stocks
and also facilitate transparent benchmarking of the companies to their peers in their respective
industries. The constantly changing demographics and dynamics of the Indian economy, has led
to creation of various needs of the average Indian customer. The Indian customer now demands
proper avenues of channelizing their savings, financial protection and is also desirous of
spending more on valuable goods and services. All these wants need to be met by dynamic
players in the financial services space. Bajaj Finserv was formed specifically to cater to these
needs. The company was also formed to touch and improve the lives of a growing number of
people in the country, and in doing so, deliver superior corporate values to its shareholders. The
operating companies carry with them the Bajaj brand, which carries with it decades of
commitment to business ethics, integrity and highest standards of fiduciary responsibility.
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2.1.2: Vision and Mission of the Organization:
Vision:
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.
Mission:
Bajaj Finserv aims to be the most useful, reliable and efficient provider of Financial Services. It
is our continuous endeavor to be a trustworthy advisor to our clients, helping them achieve their
financial goals.
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guaranteed by Indian or Foreign Governments, States, Dominions,
Sovereigns, Municipalities
Rahul Bajaj
[Chairman]
[CHAIRMAN]
Nanoo Pamnani
RAHUL BAJAJ
[Vice-Chairman]
[CHAIRMAN]
[CHAIRMAN]
Rajeev Jain
RAHUL
[Ceo]BAJAJ
[CHAIRMAN]
[CHAIRMAN]
[CHAIRMAN]
Rakesh Bhatt
[Coo]
[CHAIRMAN]
Devang Mody
[PresidentRAHUL
Consumer
BAJAJBusiness]
[CHAIRMAN]
[CHAIRMAN]
Deepak Reddy
RAHUL
[Chief BAJAJResources]
Human
[CHAIRMAN]
[CHAIRMAN]
Manev Mianwal
[Group
RAHUL BAJAJ
Marketing Head]
[CHAIRMAN]
[CHAIRMAN]
Pankaj Thadan
RAHUL
[Chief BAJAJ Officer]
Compliance
[CHAIRMAN]
[CHAIRMAN]
Amit Gainda
RAHUL
Business BAJAJ
Head - Mortgages
[CHAIRMAN]
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Rajesh K
[Chief Risk Officer]
[CHAIRMAN]
Ashish Panchal
[Business Head - Credit
RAHUL BAJAJ Cards & Loan]
[CHAIRMAN]
[CHAIRMAN]
Diwakar Pundir
Ashish Sapra
RAHUL BAJAJ
[Chief Credit Officer]
[Business Head - Cross Sell]
[CHAIRMAN]
[CHAIRMAN]
[CHAIRMAN]
Amit Raghuvanshi
RAHUL BAJAJ
RAHUL
[Business BAJAJ
Head - Sales Finance]
[CHAIRMAN]
[CHAIRMAN]
[CHAIRMAN]
Atul Jain
RAHUL
[Chief BAJAJ Officer]
Collections
[CHAIRMAN]
[CHAIRMAN]
Samir Mehta
[Business
RAHULHead Commercial
BAJAJ
Lending]
[CHAIRMAN]
[CHAIRMAN]
RAHUL BAJAJ
[CHAIRMAN]
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B. Sreenivas
[Business Head - Insurance
Services]
Vivek r. Likhite
[CHAIRMAN]
[group corporate audit head]
RAHUL BAJAJ
[CHAIRMAN]
[CHAIRMAN]
M M Muralidharan
[Treasurer]
RAHUL BAJAJ
[CHAIRMAN]
[CHAIRMAN]
Deepak Bagati
[Business Head
RAHUL - Business Loans]
BAJAJ
[CHAIRMAN]
[chairman]
Samir Satyam
[BH -Rahul
Loanbajaj
Against Securities]
[chairman]
[CHAIRMAN]
Sanjeevvij
[BH - Construction
RAHUL BAJAJEquipment]
[CHAIRMAN]
[CHAIRMAN]
Figure No.2.2: Organisational Hierarchy
RAHUL BAJAJ
[CHAIRMAN]
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Table No.2.1: Organization Chart of Bajaj Finserv:
Name Designation
D.J.Balajirao Director
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2.1.5: 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.
Home Loan
Construction Consumer
Equipment Loan Durable Loan
Product
Portfolio
Three/Two
Wheeler Loan
Mortgage Loan
Personal and
Small Business
Loan
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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?
LED/LCD/CTV
Washing Machines
Microwave Ovens
Refrigerators,
Cameras/Camcorders
Dishwashers
Generators
Cooking Range products
Dryers
Laptops / Desktops (Select)
Smart phones (Select)
Air purifiers / Water Purifiers / R.O.
Music Systems
Inverters
Air conditioners
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Solution
Salesforce.com implementation partner Wipro implemented Sales Force CRM for 300
users in April’09
Deployed across Call Centre, Sales, Credit and Operations teams
Implementation cycle, from concept to solution build, of just 3 months
Integration with Dialer, Dedupe system, Credit Bureau, SMS, and more recently Google
Maps (to access customer locations from within salesforce.com)
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Among the top 3 BFSI companies to work for in India:
The company has been ranked as the 3rd Best Financial Service Company to Work For in India
by ‘Great Place to Work Institute’-Amongst the most prestigious employer award in India.
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2.5: Other Relavant Information About The Organization:
SWOT Analysis Of The Organization:
Strengths:
Weakness :
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Opportunities :
Opportunities
Threats :
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2.6: Awards:
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 honoring 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.
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Chapter 4
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OBJECTIVE OF STUDY
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CHAPTER 5
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
INTRODUCTION
Research is the systematic process of collecting and analyzing information (data) in order to increase
our understanding of the phenomenon about which we are concerned or interested. It is an activity
that helps to improve the processes and products in every field of life like industry, business,
medicine, education, agriculture, economics etc. It is considered to be the more formal, systematic,
intensive process of carrying out scientific analysis and it involves a systematic investigation that
may result in a formal record of procedures and some kind of generalization.
Every project work is based on certain methodology, which is a way to systematically solve the
problem or attain its objectives. It is very important guideline and lead to completion of any project
work through observation, data collection and data analysis.
The project is mainly undertaken to find out financial assistance for consumer durable goods. The
intention of the study is to find out the work process of finance desk at big and small counters and
dealers prevailing with BFL.
Descriptive research
Descriptive research is undertaken to gain insights concerning factors affecting sales of the
organization. The questionnaire is framed in such a way that it covers almost all the aspect of the
sales. To understand the needs of customer so that it can improve its service and sales. Description of
the sales factors as compared to leading brand was prepared before the survey.
The design must focus attention on following:
1.Formulating the objective of the study.
2.Designing the methods of data collection.
3.Selecting the sample.
4.Collecting the data.
5.Processing and analyzing the data.
6.Reporting the findings.
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DATA COLLECTION
Data sources:
Primary data: The Primary Data required for this project work was collected through
Questionnaires. This method consisted of preparing detailed questions covering the strategies of
finance penetration in the Company. Thereafter it was distributed amongst a total of 50 personnel of
the Company (respondents). The format of the Questionnaire is attached as Annexure I to this report.
Secondary data: The secondary data mainly consists of data and information collected from
websites. It was collected from internal as well as external sources
Research Instrument
Research Instrument is nothing but the method of data collection to be used for the research.
Structured Questionnaire has been used as a research instrument for both FOS as well as Dealers.
Sample Design
A sample design is a definite plan for obtaining a sample from a given population. It refers to the
technique or the procedure the researcher would adopt in selecting items for the sample. It is
determined before data are collected. The steps are:-
Sampling Universe:-
Panvel City
Sampling Unit:-
Customer financing consumer durable loan
Sample Size:-
50
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Sampling Method: - Non Probability Convenience Sampling.
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PROCEDURE OF BAJAJ FINSERV LENDING :
At the ground level, there are certain steps need to be followed until the loan is actually granted.
These include:
1) Making Customers aware regarding all the schemes for the product they want to
buy.
There are several schemes available on single
product. Schemes are like 10/2+999, 10/666,
12/0.In the first case “2” indicates No. of
advance EMI to be paid as Down payment,
whereas 10 indicates the Gross Tenure and 999
is the amount in Rs. which is levied on certain
products like mobile, laptops as Processing
Fees.
In second case Rs. 666 is to be paid as Down Payment and rest of the amount as EMIs that needs
to be paid in 10 months.
In the third case, the scheme is 12/0, which means customer need not to pay any down payment
and can pay the whole amount in 12 EMIs. This scheme is only offered to reliable customers.
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2) Calculating the Down Payment and EMIs.(Case Study of XYZ)
Taking the above cases into consideration, if the product is Samsung Mobile J7, at my store, this
mobile was the most frequently sold mobile. So For instance the cost of this is INR 15000, what
would be the DP and EMI in each following cases :
(i) 10/2+999
Down payment = 15000/10*2= Rs.
3000.
EMI= 15000/10= Rs. 1500 EMI for
each 8 remaining months.
Processing Fees= Rs. 999 (To be
paid with Down Payment).
(ii) 10/666
Down payment = Rs. 666
EMI= 15000-666=14334/10= Rs. 1433 EMI for 10 months.
(iii) 12/0
Down payment = 0
EMI= 15000/12= Rs. 1250 EMI for each 12 months.
For getting the approval on loans, customers need to submit the basic following documents :
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4) Customer’s Login Activity.
With the help of :
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[1.2V] Virtual Card
-Login to DM site rest same.
EMI Card is a membership card which costs a very nominal value of Rs.349only. This
membership card has certain benefits. With
the help of this, customers need not undergo
whole documentation process, they just need
to show this card and their Id Proof.
There are many special schemes that come
time to time which can only be availed by EMI Card Members.
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6) Preparing DO, (DELIVERY ORDER)
After getting the approval on the loan, Delivery Order needs to be prepared, mentioning all the
product details.
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7) Filling up the forms.
There are certain forms need to be filled after following the above processes, most specific ones
are the :
Application Form
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EMI CARD FORM (Existing Membership Identification Card)
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Loan Term Sheet (LTS)
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DM (Disbursement Memo)
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8) Finally sending the files to Bajaj Finserv Panvel Branch
After all the procedure the files need to be sent to Bajaj Finserv Office for final verification.
These are the steps, necessary to be followed for Bajaj Finserv Lending Procedure.
Customer can also access his loan details through Bajaj Finserv Portal
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CHAPTER 6
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DATA ANALYSIS AND INTERPRETATION
GENDER
40% Male
female
60%
Interpretation:
As you can see from the above data that the percentage of male customer for financing the
product is more than females.
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2. WHAT IS YOUR OCCUPATION?
2%
4%
Interpretation:
As you can see from the above data that the percentage of Salaried person are more than from
student and self-employed.
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3.YOUR MONTHLY INCOME?
10%
26%
10000-20000
16%
20000-30000
30000-40000
40000-50000
MORE THAN 50000
24% 24%
Interpretation:
As you can see from the above data we can see that people who had there monthly income
between 10,000-20,000 take the benefit of financing there product as compare to other high
income earning people it shows that bajaj finserv scheme
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4. WHAT HAVE YOU PURCHASED?
28%
CE(consumer electronics
DIGITAL
22%
Interpretation:
According to above data 50% of consumer coming to the store were buying consumer electronics
were financed as compare to digital & home appliance as an digital product there was processing
fee charged for finance so, people get more of consumer electronics financed
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5. ARE YOU AWARE OF THE BAJAJ EMI CARD?
38%
YES
NO
62%
Interpretation:
62% of people are not aware of Bajaj EMI card and 38% are aware.
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6. ARE YOU AWARE OF THE EXTENDED WARRANTY SCHEME?
1 YES 20 40
2 NO 30 60
Total 50 100
40%
YES
NO
50%
Interpretation:
60% of the customers are not aware of the Extended Warranty Scheme and 40% are aware of it.
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7. WHAT DID YOU LIKE THE MOST IN OUR SERVICE?
2 -ATTRACTIVE SCHEMES 9 18
3 INTEREST FREE 35 70
TOTAL 50 100
2%
10%
OUR CONVENIENT DOWN
PAYMENT OPTION
18% ATTRACTIVE SCHEME
INTEREST FREE
Interpretation:
According to above data 70% of customer were happy and liked the interest free service
provided by the bajaj finserv and 18% were satisfied with attractive schemes
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8- ARE YOU SATISFIED WITH OUR SERVICE?
8%
YES
NO
92%
Interpretation:
92% of people or customer were satisfied by the service of bajaj finserv . people or costumer
who are not satisfied with our service were very little in percentage
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9. HOW MUCH WOULD YOU LIKE TO RATE OUR SERVICE OUT OF 5?
1 1 1 2
2 2 5 10
3 3 11 22
4 4 14 28
5 5 19 38
TOTAL 50 100
2%
10%
1
38%
2
22%
3
4
5
28%
Interpretation:
38% of the customers rated 5 out of 5 to the services of bajaj finserv and 28% rated 4 out of 5,
22% of the customer rated 3 out of 5, 10% of the customer rated 5 out of 2 , 2% of the customer
rated 1out of 5
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10. WOULD YOU LIKE TO KNOW ABOUT FUTURE OFFERS?
6%
YES
NO
94%
Interpretation:
As you can see from the above data that people who want to know about the future offers are
94% and the people who don’t want to know about future offer are very less in number.
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CHAPTER 6
FINDINGS
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FINDINGS
From survey it was found that male customers for financing the product are more than
females.
It was found that Salaried people buy more compared to student and self-employed.
It is seen that people who have their monthly income between 10,000-20,000 take the
benefit of financing their product as compare to other high income earning people.
According to survey, most of the consumer coming to the store were buying consumer
electronics were financed as compare to digital & home appliance as an digital product
there was processing fee charged for finance so, people get more of consumer electronics
financed
Most of the of people are not aware of Bajaj EMI card.
According to survey it was found that more customer were happy and liked the interest
free service provided by the bajaj finserv and other were satisfied with attractive
schemes.
38% of the customers rated 5 out of 5 to the services of bajaj finserv and 29% rated 4 out
of 5, 21% of the customer rated 3 out of 5, 10% of the customer rated 5 out of 2 , 2% of
the customer rated 1out of 5
From survey it was found that more people wanted to know about the future offers of
Bajaj finserv.
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CHAPTER 7
LIMITATIONs
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LIMITATIONS
There is shortage of time to conduct the study . Due to the shortage of the time smaller size
has been taken which may not be the true representative of the whole India.
Due to conserve nature , it may be possible some respondents may not have given their
responses in the questionnaire in fully true manner
Since the respondent may be busy with their hectic schedule so many people may be
reluctant to answer.
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CHAPTER: 8
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LEARNING FROM THE PROJECTS
I learned how to explain the schemes to the different departments of the company.
I also learned how to tackle the customers by informing them if special scheme is
available like 0 down payment or minimum down payment ( e.g. Rs 1999)
One of the learning’s also includes informing the benefits of the card to the customer and
also to existing customer of Bajaj.
Started login on the system and take approval and generate DO(delivery order)
When the file is finally disbursed the payment is made to the dealer.
Reason behind why loan given on digital product (laptop and mobile ) is very strict as
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CHAPTER: 9
RECOMMENDATION
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RECOMMENDATION
There is no awareness about 0% finance scheme to customers. So, Therefore, BFL should
make its customers aware about the 0% finance schemes.
Customers think that BFL will take some hidden charges from them, if they take durable loan
at 0% from Bajaj Finserv. So the BFL removes the wrong thinking of customer and to
explain in detail loan procedure.
BFL initially have the system of swiping of EMI card but due to some difficulty they stopped
it, I think Bajaj should work upon this as this can save more time for customer as well as for
Sale Executive and he can serve more non-EMI card user and convert them into EMI card
holder.
More Scheme plan should be incorporated for non- credit card user as they are more in
number and are more prospecting customer
The quality of hiring support staff is not up to the mark as they fail to serve the customer in
absence of SE(Senior Executive)
Customers don’t carry all the required document all the time and some of them don’t want to
come again. This happens mainly due to lack of proper information
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CHAPTER: 10
CONCLUSION
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CONCLUSION
Bajaj finance provides personal loans, home loans, loans on two and three wheelers,
loans against securities and insurance services. Bajaj finserv focuses on the lending
procedure of consumer goods and digital products. The company provides loans on 0%
interest. On top of this, there are various schemes which have Zero-Down payment
facility, and it also provides EMI cards. It was found that more customer were happy and
liked the interest free service provided. The customers of bajaj finance are very satisfied
with the services. I learned that how to present the schemes to the customer.I have done
login on the system and take approval and generate DO(delivery order) for customer .
Therefore I feel that bajaj finance service is the strongest finance service provider for
consumer durable products
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CHAPTER: 11
BIBLIOGRAPHY
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BIBLIOGRAPHY
www.onlinedm.bajajfinserv.in
www.eu3.salesforce.com
www.businessloan.com
www.bajajfinance.com
www.bajajfinservlending.in
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ANNEXURE
QUESTIONNAIRE
Name of Customer :
Gender :
Male
Female
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6.Are You Aware Of The Extended Warranty Scheme?
1.Yes 2.No
Thank you
Customer Sign
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