A

Summer Training Project

Report on
“PRODUCT ENHANCEMENT OF UNSECURED AND SEDURED LOAN”
At Fullerton India Credit Co. Ltd.
Submitted To
Kurukshetra University, Kurukshetra
In partial fulfillment of master of business administration
Under the guidance of:
Submitted by:
Miss. JAIMENPREET RIKKI VE
RMA
Assistant Professor
M.B.A 3rd semester
Roll no- 9631
DEPARTMENT OF MANAGEMENT STUDIES
JAN NAYAK CH. DEVI LAL COLLEGE OF ENGINEERING, SIRSA

GUIDE CERTIFICATE
This is to certify that Mr. Rikki Verma, Roll no. 9631, University Roll no ……….., a st
udent of “Master of Business Administration in Department of Management Studies, J
an Nayak Ch. Devi Lal College of Engineering, Sirsa” has successfully completed th
e Summer Training Project Report on “Product Enhancement of Unsecured And Secured
Loan” at Fullerton India Credit Co. Ltd. under my guidance towards the partial ful
fillment of her Master of Business Administration.

Project Guide
(Dr. KULDEEP SINGH) (Miss. JAIMENPREET)
Head and Professor Assista
nt Professor
Dept. Of Management Studies Dept. Of Management Studies
STUDENT DECLARATION
I Rikki Verma here by declare that the summer training project report entitled A
Study on “Product Enhancement of Unsecured And Secured Loan” at Fullerton India Cre
dit Co. Ltd. submitted in partial fulfillment of the requirements for the award
of the degree of “Master of Business Administration to Kurukshetra University, Kur
ukshetra through Jan Nayak Ch. Devi Lal College Of Engineering, Sirsa” is a record
of original work done by me & suggestions as approved by the training guide and
supervisor are duly incorporated. This project is my own and has neither been s
ubmitted nor published elsewhere.

(RIKKI VERMA)
PREFACE
Practical training is an important part of management courses. Theoretical studi
es are not sufficient to get into corporate world and understand the complexitie
s of large-scale organizations.
Practical training exposes us to real practices of management in the organizatio
n. It also exposes students to the treasures of experience, knowledge and leanin
g which prerequisites of making a successful career are.
I deem it privilege to have undergone this project. I acknowledge that the pract
ical training that I got from this cannot be gained otherwise. I found my projec
t very interesting and challenging.

(RIKKI VERMA)

ACKNOWLEDGEMENT
I am immensely thankful to God who provides me the health & ability to withstand
the problem coming in my way.
I am thankful to Miss Jaiman Preet, Assistant Professor, Department of Managemen
t Studies, JCDM College of Engineering, Sirsa for her encouragement and providin
g other help whenever required.
I would like to thank Mr. Satvir Chopra, branch Manager, Fullerton India Credit
Co. Ltd, Sirsa for their constant guidance, support and training.
I would like to thank Dr. Kuldeep Singh, Professor & Head of Department of Manag
ement Studies at JCDM COE, Sirsa who helped me in making this project and for hi
s constant support and inspiration.
Thanks are also due to various employees of Fullerton India Credit Co. Ltd., Sir
sa for their co-operation during research.

(RIKKI VERMA)

Table of Contents
Sr. No. Content Page No.
Guide Certificate 2
Company Certificate 3
Declaration 4
Preface 5
Acknowledgement 6
1. About The Company 8-9
2. Introduction 10-28
2.1 Company Product 13
2.2 Relationship Approach 16
2.3 Guidelines Of The Company 17
2.4 Customers 19
2.5 Competitors 19
2.6 SWOT 28
3. Research Methodology 29-30
4. Propositions And Values 31-33
5. Review of Literature 34-42
6. Analysis Of Data 43-54
7. Finding The Study 55-56
8. Suggestions 57-58
9. Questionnaire 59-61
10. Bibliography 62

The Company being in the financial sector provides Loans and financial services
to customers such as Individuals, Professionals, Partnership firms, Sole proprie
torship and Small and Medium companies. To service its customers, the Company ha
s two major divisions Vyapaar and Parivaar. The Vyapaar division provides loans
and advances to shop owners & micro-entrepreneurs engaged in small business ente
rprises. The Parivaar division provides Loans and Advances to Salaried Individua
ls, like Personal loans, Housing loans, Automobile loans, Mortgage loans, etc.
The Company believes in a branch centric community led Relationship based approa
ch in meeting customer needs rather than using the services of a third party or
a vendor such as Direct Selling Agents. Under the organizational structure, the
Company has in each of it’s branches, a team of Relationship Managers and Officers
who meet customers to understand their business or profession and their credit
requirements. Both the Vyapaar and Parivaar divisions of the Company leverage th
e relationship approach in establishing a credit relationship between the Compan
y and the borrower. Loans are granted on the basis of completed applications, co
mpleting the Know-Your-Customer (KYC) norms, discussion with the customers about
the terms of their loan, rate of interest, repayment arrangement, etc. The bran
ch only services customers in a limited area around the physical location of the
branch.
The Company’s general policy is to be reasonable, transparent and fair with its cu
stomers. The Company follows established procedures, understands customer requir
ements and is reasonable in all its dealings with customers. The design of the a
pplication forms and the relationship based processes, are to make sure that the
Company is transparent in its dealings and transactions. It is with this in min
d that the Company has set up the following guidelines as a Fair Practices Code
in dealing with its customers.
Fullerton India Credit Company Limited (FICCL) is a Non Banking Finance Company
(NBFC) with an “A” category license, issued by the Reserve Bank of India. It is a fu
lly owned subsidiary of “Fullerton Financial Holdings Pvt ltd.” Singapore. The Compa
ny was established in 1994. In December 2005 the Management of this Company chan
ged, with an investor making an investment in the equity capital of this Company
under the Foreign Direct Investment Policy. 99.99% of the share capital of FICC
L is held by Angelica Investment Pvt. Ltd., Singapore. Then they began their ope
rations with new management in India in January 2006. The new management team is
headed by a professional CEO and Managing Director, supported by a team of prof
essionals, with expertise in area of Consumer Finance, Middle market lending and
SME businesses. These professionals have worked in various Banks and Financial
institutions, and have good commercial experience. The company operates on a wid
e range of financial products and services for customers related to the retail m
arkets and commercial mass markets. The company provides financial support to it
s clients through basically two policies namely Fullerton India Parivaar and Ful
lerton India Vyapar. Fullerton India Parivaar provides financial security to sal
aried individuals where as Fullerton India Vyapaar offers financial support to p
eople involved in small scale businesses or firms of their own. The company foll
ows a customer centric, community based business model, and is committed to prov
ide quality financial services to the growing Indian masses. The Company believe
s in a branch centric community led relationship based approach in meeting custo
mer needs rather than using the services of a third party or a vendor such as Di
rect Selling Agents. Under the organizational structure, the Company has in each
of its branches, a team of Relationship Managers and Officers who meet customer
s to understand their business or profession and credit requirements. The Com
pany being in the financial sector provides Loans and financial services to cust
omers such as Individuals, Professionals, Partnership firms, Sole proprietorship
and Small and Medium companies. To service its customers, the Company has two m
ajor divisions Vyapaar and Parivaar.
Fullerton India Credit adopts Newgen’s BPM solution
Newgen Software Technologies Limited announced the successful implementation of
its BPM solution (based on Newgen Omni Flow™) at Fullerton India Credit Company Li
mited (FICCL)..
NEWGEN SOFTWARE Technologies Limited, a market leader in Business Process Manage
ment (BPM) and Enterprise Content Management (ECM), with impeccable track record
of implementing mission-critical workflow and document imaging solutions, annou
nced the successful implementation of its BPM solution (based on Newgen Omni Flo
w™) at Fullerton India Credit Company Limited (FICCL). FICCL, one of the largest c
apitalized Non Banking Finance Companies (NBFC) in the country has taken a steep
target of setting up a total of 500 branches
in the country by the end of 2007 (Till now, the company has set up over 350 bra
nches).
Speaking of Newgen’s solution that has helped the FICCL in gearing up to meet its
targets, Pramod Krishnamurthy, executive vice president, technology, FICCL said,
“One of the key factors that has accounted for Fullerton India’s rapid growth and r
amping up of operations is the excellent support provided by the Newgen team. Th
eir state of the art workflow routing and imaging system (Omni flow) has met our
dynamic requirements very well; it has enabled us to provide high level of
Customer service internally and externally. We look forward to a continued long-
term association with them as a valuable partner in our growth.”
Newgen’s implementation at FICCL covers the entire gamut of processes including lo
an origination and booking, collections and prospect tracking, loan against gold
and early warning processes. FICCL currently has more than 350 branches across
the country. Number of concurrent users (users across the branches who can be si
multaneously logged into the system), which is already over 900, is expected to
grow up to 1500 in near future.
Speaking of the successful implementation at FICCL, Punit Jain, vice president,
sales and marketing, Newgen Software Technologies, said, “In line with our objecti
ve to be an end-to-end BPM solution provider, our solution has offered FICCL con
tinuous process improvement, rapid results, visibility and control. With this im
plementation, we are glad to support FICCL in reaching its steep targets and est
ablishing a strengthened network in India.”
Newgen Omni Flow™ 5.0 is a platform independent, scalable BPM solution that enable
s automation of organizational business processes. It is a complete software sol
ution to design, deploy, modify, monitor and manage business processes, involvin
g minimal programming effort, and is easily deployable thereby enabling enterpri
ses to streamline their business processes for greater efficiencies. Built using
open technologies Newgen Omni Flow™ has seamless integration abilities allowing i
t to be introduced into almost any existing IT infrastructure.
About Fullerton India Credit Company Limited
Fullerton India Credit Company Limited, a fully owned subsidiary of Fullerton Fi
nancial Holdings, Singapore, is the fastest growing financial services company i
n India with an equity capital base of US$150 million (Rs 7 billion). The compan
y follows a relationship led, community based business model with close proximit
y and engagement with the customer to effectively reach out to them. In a short
span of time the company has disbursed over 1800 crore rupees, opened more than
400
branches spread across 150 locations and has more than 8000 employees on its rol
ls.

About Newgen Software

Newgen Software Technologies Limited is a market leader in Business Process Mana
gement (BPM) and Enterprise Content Management (ECM), with impeccable track reco
rd of implementing mission-critical workflow and document imaging solutions. We
have a global footprint, with an installation base of more than 700 customers in
over 25 countries. More than 40 of our customers are Global Fortune 500 compani
es. Having domain expertise in industry verticals such as
Banking, Financial Services, Insurance, BPO, Telecom, e-Governance and manufactu
ring among others, we are known as one of the fastest implementers of BPM soluti
ons in the world.
The sales and support offices span across major cities in Asia, North America, E
urope, Africa and the Middle East. Winner of several awards such as ‘Frost and Sul
livan’s Market Leadership Award for Document Management and Workflow Software & Se
rvices for 2006’ and ‘Distinguished Application Product Company’ by NASSCOM, Newgen So
ftware is an ISO 9001:2000 certified and CMM Level 4 company.
Products Offered By the Company
Fullerton India Parivaar has introduced a new concept in the Indian market. The
company have branches, which cater only to the specific needs of Salaried Indivi
duals. Its Parivaar branches provide customized products and solutions,
especially designed keeping in mind the unique circumstances and requirements of
this segment.
The Parivaar Loans cover a wise range of products, which include:
• Unsecured Personal Loans
• Secured Loans
• Home Finance
• Home Equity Loans
Unsecured Personal Loans
An unsecured loan is a loan that is not backed by collateral, it is also known a
s a signature loan or personal loan. Unsecured loans are based solely upon the
borrower s credit rating. An unsecured loan is considered much cheaper and
carries less risk to the borrower.
Types of Unsecured loans:
There are three types of unsecured loans.
First is a personal unsecured loan, which means a loan that, a person
Individually responsible for the repayment.
Second is an unsecured business loan which leaves the business responsible
For the repayment.
Third is an unsecured business loan with a personal guarantee. In this type of
Unsecured loan the borrower is the business, but guarantor will be the payer
If the business defaults to pay the loan.
Secured Loans
A secured loan is a loan in which the borrower pledges some asset (e.g. a car or
property) as collateral for the loan, which then becomes a secured debt owed to
the creditor who gives the loan. The debt is thus secured against the collatera
l. In any event if the borrower defaults to repay, then the creditor takes posse
ssion of the asset used as collateral and may sell it to satisfy the debt by reg
aining the amount originally lent to the borrower. There are two purposes for a
loan secured by debt. In the first purpose, by extending the loan through securi
ng the debt, the creditor is relieved of most of the financial risks involved be
cause it allows the creditor to take the property in the event that the debt is
not properly repaid. In exchange, this permits the second purpose where the debt
ors may receive loans on more favorable terms than that available for unsecured
debt, or to be extended credit under circumstances when credit under terms of un
secured debt would not be extended at all. The creditor may offer a loan with at
tractive interest rates and repaymentperiods for the secured debt.
Home Equity Loan
A home equity loan (sometimes abbreviated HEL) is a type of loan in which the bo
rrower uses the equity in their home as collateral. These loans are sometimes us
eful to help finance major home repairs, medical bills or college education. A h
ome equity loan creates a lien against the borrower s house, and reduces actual
home equity.
Types of Home Equity Loan
Closed end home equity loan: The borrower receives a lump sum at the time of the
closing and cannot borrow further. The maximum amount of money that can be borr
owed is determined by variables including credit history, income, and the apprai
sed value of the collateral, among others. It is common to be able to borrow up
to 100% of the appraised value of the home, less any liens, although there are l
enders that will go above 100% when doing over-equity loans. However, state law
governs in this area; for example, Texas (which was, for many years, the only st
ate to not allow home equity loans) only allows borrowing up to 80% of equity. C
losed-end home equity loans generally have fixed rates and can be amortized for
periods usually up to 15 years. Some home equity loans offer reduced amortizatio
n whereby at the end of the term, a balloon payment is due. These larger lump-su
m payments can be avoided by paying above the minimum payment or refinancing the
loan.
Open end home equity loan: This is a revolving credit loan, also referred to as
a home equity line of credit, where the borrower can choose when and how often t
o borrow against the equity in the property, with the lender setting an initial
limit to the credit line based on criteria similar to those used for closed-end
loans. Like the closed-end loan, it may be possible to borrow up to 100% of the
value of a home, less any liens. These lines of credit are available up to 30 ye
ars, usually at a variable interest rate. The minimum monthly payment can be as
low as only the interest that is due.
Typically, the interest rate is based on the Prime rate plus a margin. Fullerton
India Vyapaar strives to improve the business and lives of the small business c
ommunity. Their business is focused only on small establishments with a turnover
of less than Rs.25 Mn p.a.
Relationship Approach of the Company
The Company believes in a branch centric community led Relationship based approa
ch in meeting customer needs rather than using the services of a third party or
a vendor such as Direct Selling Agents. Under the organizational structure, the
Company has in each of its branches, a team of Relationship Managers and Officer
s who meet customers to understand their business or profession and their credit
requirements. Both the Vyapaar and Parivaar divisions of the Company leverage t
he relationship approach in establishing a credit relationship between the Compa
ny and the borrower. Loans are granted on the basis of completed applications, c
ompleting the Know-Your-Customer (KYC) norms, discussion with the customers abou
t the terms of their loan, rate of interest, repayment arrangement, etc. The bra
nch only services customers in a limited area around the physical location of th
e branch. The Company’s general policy is to be reasonable, transparent and fair w
ith its customers. The Company follows established procedures, understands custo
mer requirements and is reasonable in all its dealings with customers. The desig
n of the application forms and the relationship based processes, are to make sur
e that the Company is transparent in its dealings and transactions. It is with t
his in mind that the Company has set up the following guidelines as a Fair Pract
ices Code in dealing with its customers
Fair Practices Code and Guidelines in Company
The following are the guidelines as a fair practices code in dealing with its
Customer.
1. The current application forms capture full details of the customer i.e. age,
profession, business, office & residential address, income details and other req
uirements. The application forms indicate the criteria for minimum and maximum f
inance available for personal loans, automobile loans. The application forms spe
cify the documentation requirements in addition to initial scrutiny of documents
submitted. The Company may call for additional documents for verification purpo
ses. The application forms are numbered and one section of the form is given bac
k to the Customer as an acknowledgement. The Company keeps a record of acceptanc
e of terms and conditions by keeping the original agreements signed by the custo
mer and provide a copy of the Agreement or terms and conditions to its customers
.
2. All applications are verified and processed within a reasonable period of tim
e. All applications would go through a De-duplication and Fraud Check though int
ernally established procedures of the Company, before loans are processed or app
roved. The applications which do not satisfy the Deduplication or Fraud Check cr
iteria would be automatically rejected. Documents needed from the customers will
be collected before disbursement of loan.
3. The terms and conditions of the loan are clearly mentioned in the Loan Agreem
ent. The Loan Agreement would specify the tenure, the amount of the loan, applic
able rate of interest, the Equated Monthly Installment (EMI) payments and other
fees charged by the Company. Processing fee, if collected would be clearly menti
oned to the customer. A Welcome Letter is also sent to our customers with Key de
tails & Repayment Schedule which mentions the EMIs, split by Principal and Inter
est components.
4. In the event that the loan is rejected, the Company would communicate to the
Customer verbally or in writing about the rejection. The Relationship Managers/
Officers are empowered to convey the information of the rejection of the loan ve
rbally.
5. Customers at the time of disbursement of loan are advised about facilities av
ailable to them and repayments they need to make from time to time. In any event
the Company undertakes to give full details of the loan, its current status, mo
nthly or quarterly repayments required from time to time on the basis of request
made by the Customers.
6. The Company would release all the securities to the customer once the loan is
repaid and no dues are outstanding to the Company.
7. In case of request of a transfer of a loan account from one borrower or a len
der to another Company or a Bank, the transfer would be completed within 21 days
of such a request, provided the customer pays interest and all Company dues up
to date.
8. As far as recoveries of loans are concerned the Company would follow its own
Collection Policy and procedure which is designed to be customer friendly. Under
the Company’s collection policy detailed guidelines are laid down for following t
he Code of Conduct, with delinquent customers. Our collection procedures are con
stantly checked from a customer’s point of view.
9. The Company has a detailed policy on customer satisfaction and complaints rec
eived. As part of the Customer satisfaction assessment, detailed analysis of cus
tomer preferences and their grievances or responses are taken into account in im
proving our operations constantly. Complaints received are personally attended t
o by the Branch Manager and resolutions are tracked by centrally by the Corporat
e Office in Mumbai. All grievances and complaints and resolutions made are prese
nted regularly to the Board of Directors for their review.

CUSTOMERS
Self Employed People (Businessman)
Salaried People (Servicemen)
Self Employed People (Businessman)
These people are those who are having their own business like General Stores, Me
dical Shop, Ladies Tailor, Retailers, Hardware Shops, etc.
Salaried People (Servicemen)
These people are those who are salaried i.e. doing jobs or service in any stream
or any professional like lawyer, C.A., Doctor, Engineer, or any Govt. Servant.
COMPETITORS
Citi-Finance
Barclay
AXIS Bank
HDFC Bank
ICICI Bank
CITI -FINANCE
Since 1912, CitiFinancial® has been helping people realize their financial goals a
nd dreams. We are in each province and in the Yukon Territory with more than 300
branches across Canada. We are part of the communites in which we serve. Our br
anches are staffed with friendly, knowledgeable people who live and work right i
n your neighborhood. They understand your needs and can tailor a loan solution f
or just about every situation. Read on for more details about our company’s histor
y.
A Pioneering Beginning
We started in the U.S. when Alexander Duncan founded Commercial Credit in 1912.
Our company was a pioneer in the consumer finance industry. In 1916, we offered
an installment loan program to help people purchase what was then an exciting ne
w invention - the automobile. That led to the development of installment buying
plans for home appliances and other consumer goods.
Growing with America
In the next decades, we acquired a major credit insurer and a casualty insurance
Company. In 1944, we organized an insurance unit that later became American
Health & Life Insurance Company. In 1968, Commercial Credit became a wholly
Owned subsidiary of Control Data Corporation.
Going Public
Wall Street legend Sanford I. Weill assumed control of the operations of Commerc
ial Credit in 1986 and took the company public. Within two years, the company ac
quired Primerica Corporation, the parent company of several investment, financia
l services and insurance firms, including the well-known Smith Barney.
Joining the Travelers Group
In 1992, Primerica purchased 27% of Travelers Insurance, a company with one of t
he most recognizable logos in the U.S. - the red umbrella. Less than a year late
r, Primerica purchased the remaining 73% of Travelers, which later adopted the n
ame Travelers Group. In subsequent years, Travelers Group acquired Shearson-Lehm
an s retail brokerage, Aetna s property and casualty business, Security Pacific
Financial Services, and Salomon Brothers, creating the nation s third largest in
vestment house - Salomon Smith Barney.
The Creation of Citigroup
In 1998, Travelers Group merged with banking powerhouse Citicorp to create Citig
roup, a global financial services company serving 20 million customers worldwide
. Citigroup s businesses include asset management, banking, credit and charge ca
rds, insurance, investments, investment banking and trading.
An International Company with A New Name
In 1999, Citigroup purchased 128 offices of Texas-based Associates First Capital
, giving us more than 1,400 offices in 45 states. We then turned our focus to Ca
nada, buying Associates First Capital offices there. In September of that year,
we changed our name to CitiFinancial to proudly recognize our affiliation with o
ur parent company and to better reflect what we do today. In November 2000, we c
ontinued our growth with the acquisition of The Associates. As part of Citigroup
, we continue to provide you with a full range of exceptional products and servi
ces to help you find a financial solution that s right for you. Citigroup is the
world s most global financial services company whose other subsidiaries include
: Citibank, Travelers Life & Annuity, Smith Barney and Primerica.
BARCLAYS
With a rich history dating back almost 300 years, Barclays plc has grown into on
e of the largest financial services groups in the United Kingdom. The company is
involved in banking, investment banking, and investment management and operates
2,000 domestic branches and nearly 850 international branches in over 60 countr
ies across the globe. Barclays is organized into seven business units: Barclays
Africa; Barclaycard; Barclays Capital; Barclays Global Investors; Barclays Priva
te Clients; and UK Banking. The company has over 4.5 million registered online b
ankers and over 10.6 million Barclaycard customers in the United Kingdom. In 200
3, Barclays was the world s ninth-largest bank based on market capitalization.
Early History
Barclays takes it symbol, the spread eagle, from the Quaker goldsmithing and ban
king firm founded by John Freame in 1728. In 1736, James Barclay, Freame s broth
er-in-law, became a partner in the Black Spread Eagle. When two more Barclay s
relatives joined the firm—Silvanus Bevan in 1767 and John Henton Tritton in 1782—the
banking firm took the name by which it would be known for more than a century:
Barclays, Bevan & Tritton. While fledgling joint-stoc banks outside London strug
gled to establish themselves in the late 18th and early 19th centuries, Barclays
, Bevan & Tritton was still occupied with the well-established and highly lucrat
ive commercial life of London.
A series of legislative changes enacted in the late 19th century created a new b
anking climate that threatened the existence of private banks such as Barclays.
First, the Bank Charter Act of 1826 allowed banks with more than six partners to
be formed only outside London. In 1833, the geographical restriction was remove
d. Stockholders of new joint-stock companies were granted limited liability for
the first time in 1854. Finally, in 1879, existing joint-stock associations were
allowed to convert to a limited-liability structure.
Mergers in Late 19th and Early 20th Centuries
As a result of these legislative changes, provincial limited-liability joint-sto
ck companies started picking off private banks. After lengthy negotiations, thre
e of the largest Quaker-run banking firms—Barclays (which had become Barclays, Tri
tton, Ransom, Bouverie & Company after a merger in 1888), Jonathan Backhouse & C
ompany, and Gurneys, Birkbeck, Barclay & Buxton, along with smaller Quaker-run
banks, agreed to merge and form a bank large enough to resist takeover attempts.
Barclays took its modern form in 1896 when the 20 private banks merged to form
Barclay and Company, Ltd., a joint-stock association with deposits totaling an i
mpressive £26 million. This marked the beginning of Barclays tradition of service
to farmers and fishermen.
Francis Augustus Bevan, grandson of Silvanus Bevan, served as the new bank s fir
st chairman for 20 years. The company s structure and course, however, were dire
cted for its initial 40 years by Frederick Crauford Goodenough, as first secreta
ry, until 1917, and then as chairman after Bevan s retirement until his own deat
h in 1934. Goodenough was the only chairman recruited from outside the original
founding families until 1987. Recruited from the Union Bank of London, Goodenoug
h remained aloof from family controversies and quickly proved his merit.
Goodenough s first task was to meld the constituent banks into a single enterpri
se. He took a decentralized approach that was to be Barclays hallmark for most
of the 20th century. Each member bank was independently operated under the contr
ol of its own board of directors. Senior partners of the constituent banks were
given a seat on the Barclays board. In this way, longstanding relationships betw
een each member bank and its customers were maintained, and the new company took
advantage of the knowledge and experience of its leaders.
At the same time, Goodenough initiated a series of mergers which eventually made
Barclays one of the largest banks in Great Britain. In its first 20 years, Barc
lays acquired 17 private banks throughout England, including Woods and Company o
f Newcastle upon Tyne in 1897, Bolitho Bank in Cornwall, and United County Banks
, its first joint-stock bank acquisition, in 1916. The bank s merger with the Lo
ndon, Provincial and South Western Bank in 1918 made it one of the Big Five Brit
ish banks. During this period, Barclays merged with 45 British banks and its dep
osit base grew to £328 million.
This era of banking amalgamations came to an end in 1919, when the Colwyn Commit
tee recommended, and banking authorities unofficially adopted, limitations on pr
eviously unregulated bank mergers. The committee suggested that thenceforth the
Bank of England and the treasury approve only those mergers that provided import
ant new facilities to customers or secured significant territorial gains for lar
ger banks. Mergers were no longer approved if they resulted in a significant ove
rlap in the areas served by constituent banks without countervailing benefits to
customers or if they would result in "undue prominence" for a larger bank. Afte
r the Colwyn Committee report, mergers were increasingly difficult to justify, a
nd the consensus was that mergers among the Big Five would not be approved.
AXIS Bank
Axis Bank was the first of the new private banks to have begun operations in 199
4, after the Government of India allowed new private banks to be established The
Bank was promoted jointly by the Administrator of the specified undertakin of t
he Unit Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and
General Insurance Corporation of India (GIC) and other four PSU insurance compan
ies, i.e. National Insurance Company Ltd., The New India Assurance Company Ltd.,
The Oriental Insurance Company Ltd. and United India Insurance Company Ltd. The
 Bank today is capitalized to the extent of Rs. 357.71 cror with the public hold
ing (other than promoters) at 57.49%. The Bank s Registered Office is at Ahmedab
ad and its Central Office is located at Mumbai. Presently, the Bank has a very w
ide network of more than 671 branch offices and Extension Counters. The Bank has
a network of over 2764 ATMs providing 24 hrs a day banking convenience to its c
ustomers. This is one of the largest ATM networks in the country. The Bank has s
trengths in both retail and corporate banking and is committed to adopting the b
est industry practices internationally in order to achieve excellence.
MISSION AND VISION
Our Mission
Customer Service and Product Innovation tuned to diverse needs of individual
and corporate clientele.
Continuous technology upgradation while maintaining human values.
Progressive globalization and achieving international standards.
Efficiency and effectiveness built on ethical practices.
Core Values
Customer Satisfaction through
o Providing quality service effectively and efficiently
o "Smile, it enhances your face value" is a service quality stressed on
o Periodic Customer Service Audits
Maximization of Stakeholder value
Success through Teamwork, Integrity and People

HDFC Bank
The Housing Development Finance Corporation Limited (HDFC) was amongs the first
to receive an in principle approval from the Reserve Bank of India (RBI) to se
t up a bank in the private sector, as part of the RBI s liberalisation of the In
dian Banking Industry in 1994. The bank was incorporated in August 1994 in the n
ame of HDFC Bank Limited , with its registered office in Mumbai, India. HDFC Ba
nk commenced operations as a Scheduled Commercial Bank in January 1995.
Mission
Our mission is to be “a World Class Indian Bank”, benchmarking ourselves against int
ernational standards and best practices in terms of product offerings, technolog
y, service levels, risk management and audit & compliance.
ICICI Bank
ICICI Bank is India s second-largest bank with total assets of Rs. 3,767.00 bill
ion (US$ 96 billion) at December 31, 2007 and profit after tax of Rs. 30.08 bill
ion for the nine months ended December 31, 2007. ICICI Bank is second amongst al
l the companies listed on the Indian stock exchanges in terms of free float mark
et capitalisation*. The Bank has a network of about 955 branches and 3,687 ATMs
in India and presence in 18 countries. ICICI Bank offers a wide range of banking
products and financial services to corporate and retail customers through a var
iety of delivery channels and through its specialised subsidiaries and affiliate
s in the areas of investment banking, life and non-life insurance, venture capit
al and asset management. The Bank currently has subsidiaries in the United Kingd
om, Russia and Canada, branches in Unites States, Singapore, Bahrain, Hong Kong,
Sri Lanka, Qatar and Dubai International Finance Centre and representative offi
ces in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia
and Indonesia. Our UK subsidiary has established branches in Belgium.
ICICI Bank s equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (A
DRs) are listed on the New York Stock Exchange (NYSE).
History
ICICI Bank was originally promoted in 1994 by ICICI Limited, an India financial
Institution, and was its wholly-owned subsidiary. ICICI s shareholding in ICICI
Bank was reduced to 46% through a public offering of shares in India in fiscal 1
998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, I
CICI Bank s acquisition of Bank of Madura Limited in an all-stock amalgamation i
n fiscal 2001, and secondary market sales by ICICI to institutional investors in
fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the
World Bank, the Government of India and representatives of Indian industry. The
principal objective was to create a development financial institution for provid
ing medium-term and long-term project financing to Indian businesses. In the 199
0s, ICICI transformed its business from a development financial institution offe
ring only project finance to a diversified financial services group offering a w
ide variety of products and services, both directly and through a number of subs
idiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia to be li
sted on the NYSE.
After consideration of various corporate structuring alternatives in the context
of the emerging competitive scenario in the Indian banking industry, and the mo
ve towards universal banking, the managements of ICICI and ICICI Bank formed the
view that the merger of ICICI with ICICI Bank would be the optimal strategic al
ternative for both entities, and would create the optimal legal structure for th
e ICICI group s universal banking strategy. The merger would enhance value for I
CICI shareholders through the merged entity s access to low-cost deposits, great
er opportunities for earning fee-based income and the ability to participate in
the payments system and provide transaction-banking services.
The merger would enhance value for ICICI Bank shareholders through a large capit
al base and scale of operations, seamless access to ICICI s strong corporate rel
ationships built up over five decades, entry into new business segments, higher
market share in various business segments, particularly fee-based services, and
access to the vast talent pool of ICICI and its subsidiaries. In October 2001, t
he Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and
two of its wholly-owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with ICI
CI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in Janu
ary 2002, by the High Court of Gujarat at Ahmedabad in March 2002, and by the Hi
gh Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Co
nsequent to the merger, the ICICI group s financing and banking operations, both
wholesale and retail, have been integrated in a single entity.

SWOT OF FULLERTON INDIA

Strength
Multi – Branches all over India with Multi – Relationship Officers.
Weakness
Borrowing rates from RBI is high i.e. 12%.
Opportunities
Converting into Bank through joint venture by 2011.
Threats
Citi-Finance, Barclay’s, and other competitors.

Research Methodology is a way to systematically solve the research problem. The

Research Methodology includes the various methods and techniques for conducting
a Research.
This project comes under the head of “Marketing Research”. The “Marketing Research” is t
he systematic design, collection, analysis and reporting of data and finding rel
evant solution to a specific marketing situation or problem”.
Sampling Plan – Sampling can be defined as the section of some part of an aggregat
e or totality on the basis of which judgment or an inference about aggregate or
totality is made. The sampling plan helps in decision making in the
Following areas:
Sample size – Sample size refers to the total numbers of items about which the inf
ormation is desired. The sample size of the study is 100.
Data Collection - Information has been collected from both Primary and Secondary
Data.
Primary Data – Primary data are those, which are collected for the first time, and
thus happen to be original in character. Primary Data has been collected in thi
s study by conducting survey through Questionnaire.

Secondary Data – Secondary Data are those which have already been collected
By someone else and which already had been passed through the statistical proces
s. Secondary data has been collected in this study through Magazines, Web sites,
Newspaper and Journals.
Propositions
The biggest proposition of Fullerton India is customer focus, both, in product d
esign/ customization and service. As an organization, they are structured not ar
ound products but along customer segments. They have separate verticals for the
Salaried Individuals (Parivaar) and for Small sized shop owners & Entrepreneurs
(Vyapaar).
This model lends itself to better understanding of our customers financial situ
ation and for a better products offering to them. With this holistic understandi
ng of the customers, the company is also able to combine secured and unsecured p
roducts and structure the loan in a manner which is ideally suited to meet indiv
idual customer requirements.
The company employed Relationship Officers to service the needs of the customers
. There are no agents or other intermediaries, coming in between the customer an
d the company. These Relationship Officers are the end-toend solution providers
and act as a single point of contact" for all Product, Process and Service relat
ed needs of the customer.
The branches do business only within a 5 km radius. The customers office or res
idence has to be within the branch coverage area. This closer proximity of the c
ustomers to the branches ensures better understanding of the local environment a
nd immediate situation.
The company participates actively in serving the community in and around the vic
inity of their branch. The interest of company in the locality extends beyond ju
st a business relationship. The company believes in participating in other aspec
ts of development of the community as well.
The business envisages setting up branches with employees dealing directly with
the customers. This offering has elicited an enthusiastic response from customer
s as it gives higher degree of transparency and faster value delivery.
The relationship model includes a deep assessment of a customers business resul
ting in an omnibus facility with a flexible combination of usage in parts, flexi
bility between a combination of short and long tenures, and from unsecured to pa
rtially secured and fully secured facilities.
The facility set up for a customer is based on his risk profile, repayment capac
ity, as well as proposed expansion plan. A Relationship Officer is assigned to a
ddress incremental product needs, as well as for service requirements, through a
process of continuous engagement. The business strives to deliver lifelong fina
ncing support and regular facility enhancement, based on business growth.
Businesses are built on people, and the company hires relevant local talent to s
erve the market, so that there is a connect between the employees and customers.
The business wishes to bring a full service proposition encompassing loans and l
iabilities to the small business owners. Besides the variety of loans, life insu
rance has been introduced which will also be delivered through the branch based
Relationship Officers.
The business uses advanced technology tools to record customer history, and leve
rage track record to enhance credit exposure in line with the customer business
cycle. This ensures continuous support through seasonal peaks.

Objectives of the Study

The study was conducted to aiming at fulfilling the following objectives:
To find the preferences of customer regarding various types of loan: This object
ive focused on the judgment of customer preferences regarding various types of l
oan provided by Fullerton India such as Secured Loan, Unsecured loans and Home E
quity Loan. The result of this objective will provide the most preferable type o
f loan among various types of loan provided by Fullerton India. So this objectiv
e will help the company to Focus on most customer’s preferable area.
To know the amount of loan generally availed by the respondents: This objective
include the study of the amount of loan which is generally borrowed by the custo
mers.
To study the Advertising effectiveness in creating awareness among the public: T
his objective will help to judge the effectiveness of advertising strategy used
by Fullerton India to create the awareness among the potential customer about th
e products and services offered by the company.
To study the satisfaction level of customer regarding different loans schemes pr
ovided by Fullerton India Credit Company Ltd: The final objective of the researc
h is to study the satisfaction level of the customer who borrowed fund under par
ticular scheme offered by Fullerton India.

Trevor Richards (1996) Begins by defining the conversion model – a model used as a
marketing tool to identify commitment to different brands of goods or services.
Argues that there is a difference between committed and uncommitted a customer
which is not related to service quality and that this makes it difficult to pred
ict customer retention based solely on these grounds. Other factors also drive c
ommitment. Presents two short case studies based on these assumptions. Kurt Matz
ler, Hans H. Hinter Huber, Franz Bailom, Elmar Sauerwein (1996) How to delight y
our customers, Asks which product qualities are decisive for the satisfaction of
the customer and which features merely prevent dissatisfaction. Proposes Kano’s m
odel of customer satisfaction for answering these questions and for drawing conc
lusions for the management of product development. In his model, Kano distinguis
hes between three types of product requirement which influence customer satisfac
tion in different ways when met: must-be requirements, which are basic criteria
of a product - if these requirements are not fulfilled, the customer will be ext
remely dissatisfied; one-dimensional requirements, where customer satisfaction i
s proportional to the level of fulfillment, the higher the customer’s satisfaction
and vice versa; and attractive requirements, which are the product criteria whi
ch have the greatest influence on how satisfied a customer will be with a given
product. Attractive requirements are neither explicitly expressed nor expected b
y the customer.
Antony Beckett, Paul Hewer, Barry Howcroft (2000) An exposition of consumer beha
viour in the financial services industry, Deregulation and the emergence of new
forms of technology have created highly competitive market conditions which have
had a critical impact upon consumer behavior. Bank providers must, therefore, a
ttempt to better understand their customers in an attempt not only to anticipate
but also to influence and determine consumer buying behavior. The paper accordi
ngly presents and develops a model which attempts to articulate and classify con
sumer behavior in the purchasing of financial products and services. The theoret
ical insights generated by this model are then used to examine qualitative resea
rch data gained from focus group discussions on consumers’ attitudes to their fina
ncial providers and their financial products. Finally, these findings are examin
ed for the potential insights they provide to bank providers attempting to ident
ify appropriate strategies which are conducive to increased customer retention a
nd profitability.
Randi Priluck (2003) Relationship marketing can mitigate product and service fai
lures, Relationship marketing is beneficial to firms because it can foster custo
mer loyalty and re-patronage behavior. Consumers engaged in relational exchanges
are more satisfied than those in discrete transactions because of the ease and
psychological comfort of purchasing from a familiar company. This research inves
tigates the power of relationship marketing to mitigate in two situations. One e
xposes consumers to poor product performance and examines their levels of trust,
commitment and satisfaction. The second presents a product failure that is foll
owed by a lapse in service recovery and measures satisfaction and exit behavior.
The findings of both studies suggest that relationships make up for increasingl
y strong negative encounters, providing a level of insulation for the marketer.
Implications for service firms are discussed.
Adam Lindgreen (2004) few published empirical studies have examined the design,
implementation, and monitoring of customer relationship management (CRM) program
mes at a practical level. The article develops a single embedded case study on D
agbladet Borsen (http://www.borsen.dk), the largest publisher of business-relate
d materials in Scandinavia. The article first introduces the reader to the philo
sophy behind CRM. Following that, it considers key areas of a four-year long CRM
programme and offer insights into the procedure that has been developed by SJP
(http://www.sjp.dk), the consulting firm that was brought in to assist. The proc
edure is organized around eight areas: commitment of senior management, situatio
n report, analysis, strategy formulation, implementation, management development
, employee involvement, and evaluation of loyalty building processes. Over the f
our-year long CRM programme, Dagbladet Børsen increased its newspaper circulation
by 40 per cent and advertising revenue by 50 per cent, while total revenue more
than doubled. Ka-shing Woo, Henry K.Y. Fock (2004 ) The axiom that “the customer i
s always right” is no longer valid when companies realize that some of their custo
mers are not right at all. Paying too much attention to these so-called “wrong” cust
omers may jeopardize a company s survival and profitability. Right customers hav
e to be retained, “at-risk” right customers have to be recovered, and wrong customer
s have to be divested. This study attempts to operationalize the concept of cust
omer “rightness” and “wrongness” in terms of different configurations of attribute satis
faction and overall satisfaction. Based on the result of a discriminant analysis
of satisfaction survey data, customers with different configurations of attribu
te satisfaction and overall satisfaction are re-examined in terms of switching i
ntention, behavioral patterns and demographic characteristics in order to highli
ght any significant descriptor. Susan E. Rau (2005) Building great products can
be a reality for any
company that takes the time and effort to create and execute the linkages betwee
n: winning strategy; the role of products and services; the product building blo
cks; and, linkages to customer needs. In fact, our research and work with client
s suggests that a lack of alignment of these factors is the number one cause for
the poor performance of many new products. This article defines for the reader
the four winning strategy choices a company has – Product Leader, Distribution Gia
nt, Innovation Superstar and Customer Lover and how each of these models puts a
different emphasis on products and services. Once a company has selected a winni
ng strategy, executing that strategy successfully requires adherence to the busi
ness model, including aligning product and services, customer imperatives and fi
nancial realities to that winning strategy model. Losing focus and drifting away
from the chosen strategy or interspersing, for example, the product priorities
from one winning strategy with the customer imperatives from another is a recipe
for lackluster earnings and poor stock performance. Readers will learn how to o
utsmart the competition and build products that really win in the marketplace.
Review of the news and articles published in news paper or magazines regarding F
ullerton India Credit Company Limited.
Article 1
Fullerton India Credit adopts Newgen’s BPM solution
Newgen Software Technologies Limited announced the successful implementation of
its BPM solution (based on Newgen Omni Flow™) at Fullerton India Credit Company Li
mited (FICCL)..
NEWGEN SOFTWARE Technologies Limited, a market leader in Business Process Manage
ment (BPM) and Enterprise Content Management (ECM), with impeccable track record
of implementing mission-critical workflow and document imaging solutions, annou
nced the successful implementation of its BPM solution (based on Newgen Omni Flo
w™) at Fullerton India Credit Company Limited (FICCL). FICCL, one of the largest c
apitalized Non Banking Finance Companies (NBFC) in the country has taken a steep
target of setting up a total of 800 branches in the country by the end of 2009
(Till now, the company has set up over 650 branches).
Speaking of Newgen’s solution that has helped the FICCL in gearing up to meet its
targets, Pramod Krishnamurthy, executive vice president, technology, FICCL said,
“One of the key factors that has accounted for Fullerton India’s rapid growth and r
amping up of operations is the excellent support provided by the Newgen team. Th
eir state of the art workflow routing and imaging system (Omni flow) has met our
dynamic requirements very well; it has enabled us to provide high level of
Customer service internally and externally. We look forward to a continued long
term association with them as a valuable partner in our growth.”
Newgen’s implementation at FICCL covers the entire gamut of processes including lo
an origination and booking, collections and prospect tracking, loan against gold
and early warning processes. FICCL currently has more than 350 branches across
the country. Number of concurrent users (users across the branches who can be si
multaneously logged into the system), which is already over 900, is expected to
grow up to 1500 in near future.
Speaking of the successful implementation at FICCL, Punit Jain, vice president,
sales and marketing, Newgen Software Technologies, said, “In line with our objecti
ve to be an end-to-end BPM solution provider, our solution has offered FICCL con
tinuous process improvement, rapid results, visibility and control. With this im
plementation, we are glad to support FICCL in reaching its steep targets and est
ablishing a strengthened network in India.”
Newgen Omni Flow™ 5.0 is a platform independent, scalable BPM solution that enable
s automation of organizational business processes. It is a complete software sol
ution to design, deploy, modify, monitor and manage business processes, involvin
g minimal programming effort, and is easily deployable thereby enabling enterpri
ses to streamline their business processes for greater efficiencies. Built using
open technologies Newgen Omni Flow™ has seamless integration abilities allowing i
t to be introduced into almost any existing IT infrastructure.
About Fullerton India Credit Company Limited
Fullerton India Credit Company Limited, a fully owned subsidiary of Fullerton Fi
nancial Holdings, Singapore, is the fastest growing financial services company i
n India with an equity capital base of US$150 million (Rs 7 billion). The compan
y follows a relationship led, community based business model with close proximit
y and engagement with the customer to effectively reach out to them. In a short
span of time the company has disbursed over 1800 crore rupees, opened more than
400
Branches spread across 150 locations and has more than 8000 employees on its rol
ls.

About Newgen Software

Newgen Software Technologies Limited is a market leader in Business Process Mana
gement (BPM) and Enterprise Content Management (ECM), with impeccable track reco
rd of implementing mission-critical workflow and document imaging solutions. We
have a global footprint, with an installation base of more than 700 customers in
over 25 countries. More than 40 of our customers are Global Fortune 500 compani
es. Having domain expertise in industry verticals such as
Banking, Financial Services, Insurance, BPO, Telecom, e-Governance and manufactu
ring among others, we are known as one of the fastest implementers of BPM soluti
ons in the world.
The sales and support offices span across major cities in Asia, North America, E
urope, Africa and the Middle East.
Winner of several awards such as ‘Frost and Sullivan’s Market Leadership Award for D
ocument Management and Workflow Software & Services for 2006’ and ‘Distinguished App
lication Product Company’ by NASSCOM, Newgen Software is an ISO 9001:2000 certifie
d and CMM Level 4 company.

Review of Article: 1
The first review based on the article published in web site BPM.com. This articl
e talks about the adoption of Newgen’s BPM solution for their Business process man
agement. NEWGEN SOFTWARE Technologies Limited is a market leader in Business Pro
cess Management (BPM) and Enterprise Content Management (ECM), with impeccable t
rack record of implementing mission-critical workflow and document imaging solut
ions, has announced the successful implementation of its BPM solution (based on
Newgen Omni Flow™) at “Fullerton India Credit Company Limited”. Fullerton India has ta
ken this step to achieve its target of setting up a total of 800 branches in the
 country by the end of 2009 (Till now, the company has set up over 650 branches)
.
Newgen’s solution will help the Fullerton India to meet its targets and an another
importance of this step is rapid growth. It also enables Fullerton India to pro
vide high level of customer service internally and externally.
Newgen’s implementation at FICCL covers the entire gamut of processes including lo
an origination and booking, collections and prospect tracking, loan against gold
and early warning processes.
Article: 2
Fullerton India Credit Company Limited (FICCL) has bagged the Gold award for Exc
ellence in Business Process Management (BPM) and Workflow with Newgen Software’s B
PM solutions. The company has bagged the award for the Pacific Rim region.
The Global Awards for Excellence in BPM and Workflow recognizes user organizatio
ns that have demonstrably excelled in implementing innovative business process s
olutions to meet strategic business objectives. The awards are given for five ge
ographical regions: Europe, Middle East Africa, North America, Pacific Pacific R
im, and South & Central America with each region receiving one Gold and one Silv
er Award. In order to streamline the workflow and imaging process, Fullerton dep
loyed the BPM solutions provided by Newgen. The implementation by Newgen Softwar
e at FICCL covered the entire gamut of processes including loan origination and
booking, collections and prospect tracking, loan against gold and early warning
processes. FICCL currently has more than 825 branches across the country.
“We are honored to have been presented with this award. One of the most important
factors which contributed to our success has been the ease with which business p
rocess change has been enabled through Newgen’s OmniFlow. The solution has enabled
us to do this quickly and economically”, said Pramod Krishnamurthy, executive vic
e president, technology, FICCL. Speaking of the successful implementation of the
ir solution Rajvinder Kohli, VP—Sales, Newgen Software Technologies, said, “The reco
gnition is a reflection of our commitment towards our customers to provide them
with best services. The deployment of Omni Flow BPM Suite at Fullerton India Cre
dit
Has created history by enabling them to open more than 800 branches in just two
years. The solution provides total automation for Loan Origination, CRM and Coll
ection processes, including implementation of a unified interface that integrate
s four different core applications seamlessly.”
About the awards
The annual Global Awards for Excellence in BPM and Workflow is cosponsored by Wf
MC, BPMFocus.org and BPM.com and now in their 15th year. While judging the winne
rs, particular attention is paid to implementations that have showed processes e
xtending beyond the corporate
Boundaries to support customers, suppliers, trading partners and more. There are
five geographical regions: Europe, Middle East Africa, North America, Pacific P
acific Rim, and South and Central America. Each region receives one Gold and one
Silver Award.
About Newgen Software
Newgen Software Technologies Limited is the market leader in Business Process Ma
nagement (BPM) and Document Management System (DMS), with a global footprint of
about 700 installations in over 30 countries. More than 100 of these implementat
ions are large, mission-critical solutions deployed at worlds leading BFSI, BPO
and Fortune Global 500 companies.
Newgen is recognized by distinguished analyst firm IDC in its exclusive report “Ne
wgen Software: Global Leader in Business Process Management and Document Managem
ent Solutions.” Winner of prestigious awards, such as CNBC-TV18 “Emerging India Awar
d 2008”, Frost and Sullivan s “Market Leadership Award for Document Management Syste
m and Workflow Software & Services” and “Distinguished Application Product Company” by
NASSCOM, Newgen Software is an ISO 9001:2000, ISO 27001 certified and CMM Level
4 company.
Review of Article: 2
Second Review is based on the article published in similar web site i.e BPM.com.
This article reveal about the gold award won by Fullerton India Credit Company
Limited (FICCL) for Excellence in Business Process Management (BPM) and Workflo
w with Newgen Software’s BPM solutions. The company has bagged the award for the P
acific Rim region. This Awards for Excellence in BPM and Workflow recognizes use
r organizations that have demonstrably excelled in implementing innovative busin
ess process solutions to meet strategic business objectives. The awards are give
n for five geographical regions: Europe, Middle East Africa, North America, Paci
fic Pacific Rim, and South & Central America with each region receiving one Gold
and one Silver Award.

This research is based on primary and secondary data i.e. collected through prim
ary and secondary sources. The primary data is collected with the help of questi
onnaire survey and the secondary data is collected from News papers, Internet, a
nd Magazines. Therefore, the analysis of data is categorised under following two
sub categories that are:
Analysis of Primary Data
Firstly the analysis of primary data includes the analysis of data collected thr
ough questionnaire. The analysis of Primary Data is as follow:
Parameters selected for Collecting Primary Data
1. Age of the Respondent
Age 18-28yrs 28-38yrs 38-50yrs More than
50
Percentage 30% 26% 24% 20.00%

The respondent of research comprises of 30% of 18-28 years, 26% of 28-38 years,
24% of 38-50 years and 20% of more than 50 years. This classification of age gro
up is required to know the perception of person for taking loan at different sta
ge of life. Generally Fullerton India provides loan to salaried individuals and
new entrepreneurs, therefore our sample size is consists 56% of respondents lies
between the age group of 18 to 38years. After setting the age group composition
for survey the next parameter for differentiating respondent is Income level.

2. Annual Income of the Respondents

Income Below 1 Lac 1-2 Lac 2-5 Lakh Above 5 lakh
%age 15% 40% 35% 10%

Second classification of respondent is based on the basis of their annual income

. This classification is done to know that mostly which income level people have
more demand for loan. This research is targeted to know the demand of loan by s
alaried individual and small entrepreneurs, therefore the sample size consists o
f 15% Lower Income level and 40% middle income level for judging the demand of s
alaried individual and to judge the demand of small entrepreneurs the sample siz
e consists of 35% upper middle income level and 10% that are having annual incom
e more than 5 lakh.
3. Occupation of the Respondents
Occupation Government Employee Private Employee Businessman
Percentage 30.00% 25.00% 45.00%

The third important consideration which helps to identify that whether the respo
ndent is salaried individual or small entrepreneurs is occupation. The occupatio
n comprises of Government Employee, private employee that fall into salaried ind
ividual category and third component of occupation is Businessman which indicate
s small entrepreneurs. The weight provided to salaried individual i.e. to Govern
ment and private employee is 55% because Fullerton offered more products to this
category and for small entrepreneurs the weight assigned is 45%, because this w
eight can give justifiable result to divide the demand of loan on the basis of o
ccupation.

4. From which sources you came to know about the various schemes of Fullerton In
dia?
Source News Paper Television Internet Friends
Percentage 44% 12% 20% 24%

This question is asked in order to know the effectiveness of the advertisement s

trategy adopted by Fullerton India. The result found by the survey shows that mo
st of the customer knew about the various loan schemes through news paper & inte
rnet. Therefore company can make more use of the news paper and internet to incr
ease its customer base. Secondly the company also getting the benefit of its exi
sting customer to advertise its product, because 24% of customer knew about the
schemes of Fullerton India through their friends who had taken loan from Fullert
on India. Fullerton India is not making use of Television media frequently becau
se it is very costly, therefore resultantly it contributed only 12% in creating
the awareness among the customer regarding various schemes of Fullerton India.
5. Which type of loan you availed from Fullerton India?
Types Secured loan Unsecured loan Home Loan Home equity
Percentage 42% 18% 28% 12%

The most preferred loan by customer is secured loan. This loan is easily availab
le to customer because there is less risk faced by Fullerton in giving this type
of loan as it is secured by some assets of customer. Second more preferred loan
than secured loan is Home loan which is availed by 28% of customer other loan a
re availed by 18% and 12% of sample size.

6. You availed loan through which scheme of Fullerton India?

Type Parivaar Vyapaar
Percentage 62% 38%

The Fullerton India offers different types of loans under two main scheme that a
re Parivaar and Vyapaar. The Parivaar scheme is for salaried individual where as
Vyapaar scheme available for small entrepreneurs. The result of survey shows th
at most of customer availed loan under parivaar scheme i.e 62% as compare to Vya
paar. Therefore it shows that, the salaried individual are more important for co
mpany, so the company is require to focus on this core product and simultaneousl
y it require to improve the promotion of its Vyapaar scheme to attract more cust
omers.
7. What is your amount of loan?
Amount of Loan %age of Respondents
0 – 2000000 28%
200000 - 500000 45%
500000 - 1000000 32%
1000000 or more 5%

This question is asked to know that generally how much amount of loan is availed
by the customer. The result of survey shows that 45% customer availed 2 lakh to
5 lakh loan, 32% availed 5 to 10 lakh, 28% availed loan up to Rs 2lakh and ther
e are very less customer who availed loan more than 10 lakh. So the Fullerton In
dia is famous for medium loan, but there are very less number of customer for la
rge amount loan. Therefore the company needs to focus on the schemes for large a
mount loan to become famous in this segment also.

8. What is the repayment period of your loan?

Number of Years Percentage of Respondents
Below 2 Years 19%
2-5 Years 43%
5-10 Years 28%
More than 10 Years 10%
The profit of the company depends on the repayment period, because if the repaym
ent period is long than customer will pay interest for long period so it benefic
ial for company to issue loan for long repayment period. In the survey itb was f
ound that 19% customer availed loan for maturity period less than 2 years, 43% o
f customer availed loan for 2 to 5 years, 28% availed for 5 to 10
years and only 10 % availed for the repayment period more than 10years. The most
preferred repayment period is 2 to 5 years. The company will earn more sustaina
ble profit for long period if it increases the customer who avail loan for long
maturity period, therefore the company need to formulate some attractive scheme
to attract the customer towards long repayment period loan.

9. Are you satisfied with the rate of interest charge by Fullerton India?
Yes No
67% 33%

The rate of interest of unsecured loan is quite high because of risky nature whe
reas secured loan is available at less rate of interest. Therefore there are som
e customers who are not satisfied with the rate of interest. The sample size con
sists of 67% customers who are satisfied with the rate of interest charging by F
ullerton India and only 33% are unsatisfied.

10. What are the main factors which persuade you to avail loan from Fullerton In
dia?
Factors No. Of Respondents
Easy Repayment 19%
Easy Documentation 26%
Attractive Rate of Interest 29%
Quick Processing 17%
Others 9%
This question is considered to know that which service of Fullerton India attrac
t more and more customer. The result shows that an attractive rate of interest i
s the most important factor responsible for attracting customer toward Fullerton
India, then easy documentation, easy repayment and quick processing is also wor
k as supplement to attract customer for availing loan from Fullerton India. Only
9% customers are fall in the category of others who availed loan due to the ref
erences of some person, such as friends and relatives.
11. What grade you will assign to the services of Fullerton India?
Grades Excellent Very Good Good Fair Poor
Percentage 12% 47% 31% 6% 4%

This result shows the perception of different customer toward services of Fuller
ton India. The 12 % customer thinks that the service delivery of Fullerton India
is excellent whereas 47% thinks its service delivery is very good, 31% thinks t
hat services delivery is only good and 6% thinks that the service delivery of Fu
llerton India is fair, but as nobody can satisfy everyone at same time, so this
is same for Fullerton India, 4%customer are not satisfied with the services of F
ullerton India.

From the above study it is clear that 62% of the respondents have taken loan und
er parivaar scheme and only 38% taken loan under Vaypaar scheme. Therefore it sh
ows that Fullerton India is favourable in short term loan segment which is provi
ded by Fullerton India under Parivar scheme and especially for salaried individu
al. From the above study it is clear that majority of the respondents got aware
of different loan scheme provided by Fullerton India through News paper. Therefo
re company is require to advertise its schemes more frequently in News paper whi
ch will help company in getting more new customers.
The above study depicts that most of the respondents availed loan of amount rang
ing from Rs.2-5-Lakh. Therefore, if Fullerton India introduce more scheme under
this range to meet the different demand of customers.
The above study depicts that mostly the respondents preferred the loan having re
payment period from 2-5. Therefore the company needs to add some more benefits t
o the long term period loan so that the demand of long term loan will increase w
hich increase the profit of company, because as the repayment period is long tha
n the source of income (Interest) is sustain for long period.
Most of the people are satisfied with the rate of interest charged and by Fuller
ton India.
Fullerton India mostly disbursed loan as secured loan, this will provide the saf
ety and it will avoid the increasing number of none performing asset and bad deb
ts.
Customers are the main source of new ideas, and thus their suggestions are vital
for every Company. From the above figure it is clear that majority of the respo
ndents are satisfied with the services of their present bank so they do not want
any change in the rate of interest and services, but no one can satisfy everyon
e at same time, Fullerton having respondents who are not satisfied with rate of
interest and services of Fullerton India.

The following suggestions have been formulated on the basis of above study. Thes
e set of suggestions might help the Fullerton India to improve the quality of se
rvice regarding loan provisions and simultaneously these suggestions help the Fu
llerton India to tackle the competition prevailing in the market, thereby achiev
ing success in the future.
Firstly Fullerton India should create awareness among the common public about th
e various loan schemes of they are providing..
In order to create awareness regarding the loan schemes an electronic medium of
media can put to use to advertise about the schemes and services provided by Ful
lerton India. This would help to change the attitude of the people regarding the
Fullerton India.
The interest rates should be regularly revised in order to attract more and more
customer. Some new plans should be introduced regularly to cater the special ne
eds of customer which provides them more offerings and benefits.
New strategies should be made by the company which enables them to face the comp
etition with other private leading Non Banking Financial companies.
The company needs to focus more on providing value added services to its custome
r. This will create Brand loyalty among customer which indirectly attract more a
nd more customer because a satisfied customer will always bring two more new cus
tomers.
The management of company should be more efficient which enables in quick proces
sing of the task regarding loans disbursement and loan collection; this will ena
ble efficiency in the working capital cycle of the company.
There should be customer relationship management concept in the company which he
lp the company to understand the special need of customer. Accordingly company f
ormulate schemes should be maintained.
The Fullerton India need to concentrate on new target market by expanding its bu
siness through introducing new loan schemes and services. Currently the company
is proving loans under main two category i.e Parivaar and vyapaar so, it looks l
imited. Therefore the company needs to introduce new schemes to enter in to new
target market.
Name: Contact
No:
1. Age of the Respondent:-
a. 18-28yrs b. 28-38 yrs
c. 38-50 yrs d. More than 50

2. Annual Income of the Respondent:

a. Below 1 Lakh b. 1-2 Lakh
c. 2-5 Lakh d. 2-5 Lakh
3. Occupation of the Respondent:-
a. Government Employee
b. Private Employee
c. Businessman
4. From which source you knew about the various schemes of Fullerton India?
a. News Paper b. Television Media
c. Internet d. Friends
5. Which type of loan you availed from Fullerton India?
a. Secured Loan b. Unsecured Loan
c. Home Loan d. Home equity loan

6. Through which scheme of Fullerton India you availed loan?

a. Parivaar b. Vyapaar

7. What is your amount of loan?

a. 0 - 2,00,000 b. 2,00,000-5,00,000
c. 5,00,000-10,00,000 d. 10,00,000 or more
8. What is the repayment period of your loan?
a. Below 2 Years b. 2-5 Years
c. 5-10 Years d. More than 10 Years
9. Are you satisfied with the rate of interest charge by Fullerton India?
a. Yes b. No
10. What are the main factors which persuade you to avail loan
from Fullerton India?
a. Easy Repayment b. Easy Documentation
c. Attractive Rate of Interest d. Quick Processing
e. Others
11. What grade you will assign to the services of Fullerton India?
a. Excellent b. Very Good
c. Good d. Fair
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