POST GRADUATION DIPLOMA IN MANAGEMENT (FINANCE)

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR AWARD OF POST GRADUTION DIPLOMA IN MANAGEMENT OF MUMBAI UNIVERSITY

SUBMITTED BY SHREYA TRIPATHI PGDM (2nd semester) OF

GARWARE INSTITUE OF CAREER EDUCATION AND DEVELOPMENT

YEAR: 2010-11 GUIDED BY PROF. BHISE SIR MUMBAI UNIVERSITY KALINA CAMPUS, MUMBAI

MUMBAI UNIVERSITY

CERTIFICATE
This is to certify that the project titled Study and analysis of City Sales Office in the growth of CASA and Third Party Products, is bonafide

work carried out by Ms. Shreya Tripathi a student of PGDM 2nd Semester, Specialization Finance under Mumbai University, in the year 2011.

Head of Department Date Place

Examiner Internal

Examiner External

*SYNOPSIS OF PROJECT*

I, SHREYA TRIPATHI, privileged to work on a project which is compulsorily assigned to me by the MUMBAI UNIVERSITY, as a part of my curriculum in PGDM final semester. My area of specialization is FINANCE. I have selected the following topic for my project to be submitted to the university: STUDY AND ANALYSIS OF CITY SALES OFFICE IN THE GROWTH OF CASA AND THIRD PARTY PRODUCTS BASIC OBJECTIVE OF SELECTION OF TOPIC: City Sales Office play vital role in bringing those business through outbound sales which is not presently with the bank with a well qualified team. To understand how these offices contribute significantly in the growth of CASA Deposits and Third Party Products depending on the type of prospect or potential customer. I feel highly complimented to be working on this project under able guidance of Prof. Bhise.

Dated-../../. Guided by [Prof. Bhise]

CONTENTS

Chapter No. Chapter-1 Chapter-2 Chapter-3

Topics Acknowledgement Statement of Problem About Bank of Baroda Theoretical Perspective of the study Research Methodology Data Analysis and Finding Interpretation of Data Recommendations Conclusion Questionnaire Bibliography

Page No. 5 6 8 13

Chapter-4 Chapter-5 Chapter-6 Chapter-7 Chapter-8 Chapter-9

24 25 28 31 32 33 34

ACKNOWELEDGEMENT

With deepest gratitude I wish to thank every person who has inspired and illuminated me through their presence in doing this project. I would also like to acknowledge & express my gratitude to the following people for their magnificent support and contributions to the creation of project: Firstly I want to thanks to Mumbai University for providing me a great opportunity to do this challenging and interesting project which has enhanced my skill and knowledge. Thanks to Mr.Sunil Rao, the head of CSO of Southern Zone of Bank Of Baroda, Mr.Manoj Bakshi (Personnel Officer-HRM), Mr. Ashok Karia (Chief Manager of Training Center- Greater Mumbai Zone) and special thanks to Miss Shweta Tak (CSO member), under her guidance and support I was able to complete this project and to my friends who have inspired me to do this wonderful job. I am also very grateful to Mr.Vipin Purshwani and Mr. Saurabh Kumar (CSO member) for giving their best and possible efforts. My hearty thanks to all the employees working in CSO branch of Bank of Baroda for providing their kind assistance and help in completion of my project. Without the encouragement & support from my family, this task would have been impossible for me. Thanks to almighty God for giving me strength to overcome all the difficulties successfully.

CHAPER-1
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Statement Of Problem
The growth in the Indian Banking Industry has been more qualitative than quantitative and it is expected to remain the same in the coming years. Current challenges in the Indian economy and the banking sector in particular, are a good time for banks to introspect, redraw strategies and focus on the critical issue of financial inclusion. Earlier, Bank of Baroda was following the trend of inbound sales where business operations were restricted to their branches only while other private banks were following outbound sales pattern to meet maximum customers and to bring large amount of business from them, therefore Bank of Baroda was facing intense competition from these private banks. To face these competitive challenges and to meet quality driven personalized services they had to broaden their horizon and perspective so that they can also leave a greater impact on their customers and on economy as well.

Objective of the study

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To understand and analyze the work profile of City Sales Office[CSO] To know their contributions and strategies in bringing up the business of Current a/c and Saving a/c [CASA] and third party products.

To judge their effectiveness in doing this. To get me acquainted with various terms used in CASA and Third Party Product.

To enhance my skill and to yield practical knowledge about Banking Industry.

CHAPTER-2 ABOUT BANK OF BARODA

It all started with a visionary Maharaja's uncanny foresight into the future of trade and enterprising in his country. On 20th July 1908, under the Companies Act of 1897, and with a paid up capital of Rs 10 Lacs started the legend that has now translated into a strong, trustworthy financial body, THE BANK OF BARODA. It has been a wisely orchestrated growth, involving corporate wisdom, social pride and the vision of helping others grow, and growing itself in turn. The founder, Maharaja Sayajirao Gaekwad, with his insight into the future, saw "a bank of this nature will prove a beneficial agency for lending, transmission, and deposit of money and will be a powerful factor in the development of art, industries and commerce of the State and adjoining territories." Between 1913 and 1917, as many as 87 banks failed in India. Bank of Baroda survived the crisis, mainly due to its honest and prudent leadership. This financial integrity, business prudence, caution and an abiding care and concern for the hard earned savings of hard working people, were to become the central philosophy around which business decisions would be effected. This cardinal philosophy was over years of its existence, to become its biggest asset. It ensured that the Bank survived the Great War years. It ensured survival during the Great Depression. Even while big names were dragged into the Stock Market scam and the Capital Market scam, the Bank of Baroda continued its triumphant march along the best ethical practices.
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Bank of Baroda believes in the strength and integrity of relationships built with its customers. With over 102 years of experience in the banking industry and a wide network of over 3410 branches all over the country, they have always been active in extending financial support and adapting to your changing needs. BOB Deposit Products, Retail Loans, Credit Cards and Debit Cards help customer with their growing financial needs. With facilities like Lockers BOB ensure that their valuables are safe with them. Countrywide branches offer customer convenience and ease in operating their account wherever they are. BOB 24-hour ATMs enable THEM to withdraw cash, check their account balance and request for a new cheque book even after banking hours.

Faster technology for better service

Baroda Internet Banking / Baroda Mobile Banking, latest Internet and Mobile banking initiatives enable customer to operate their account just as they would in any of BOB branches. They can through the Internet check their balance, request for cheque books and print account details.

Products and Services

Corporate Services

Corporate Deposits Corporate Credit Facilities Trade Finance Deposit Rates

Personal Services

Current Accounts Term Deposit Accounts Remittances Deposit Rates

NRI Services

NRI Services Deposit Products Loan facilities

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Branch Network (as of 8/7/2011)

Area Metro Urban Semi-Urban Rural Total (Indian) Foreign (Overseas) Total (Global) Controlling Offices Zonal Offices Regional Offices Human Resources (Staff as of 01.04.2011) Officers Clerks Sub - Staff On Contract Total 15725 15602 7986 3 39313 10 49 No. of Branches 756 639 843 1172 3410 85 3495

Subsidiaries and Joint Ventures

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Domestic Subsidiary BOBCARDS Ltd. BOB Capital Markets Ltd. Nainital Bank Ltd.

Associate Baroda Pioneer Asset Management Company Ltd India First Life Insurance Company Limited Baroda Uttar Pradesh Gramin Bank Baroda Rajasthan Gramin Bank Baroda Gujarat Gramin Bank Nanital -Almora Kshetriya Gramin Bank Jhabua-Dhar Kshetriya Gramin Bank OVERSEAS BRANCHES Bahamas Bahrain Belgium China Fiji Islands Hong Kong Mauritius

Overseas Subsidiary Bank of Baroda (Botswana) Ltd. Bank of Baroda (Kenya) Ltd. Bank of Baroda (Uganda) Ltd. Bank of Baroda (Guyana) Ltd. Bank of Baroda (New Zealand) Ltd Bank of Baroda (Tanzania) Ltd Bank of Baroda (Trinidad & Tobago) Ltd. Bank of Baroda (Ghana) Ltd. Representative Offices Bank of Baroda (Thailand) Bank of Baroda (Malaysia) Bank of Baroda (Australia) Associate Indo-Zambia Bank Ltd. (Lusaka)

Republic of South Africa Seychelles Singapore Sultanate of Oman United Arab Emirates United Kingdom United States Of America

Chapter-3 THEORETICAL PERSPECTIVE OF THE STUDY

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INTRODUCTION OF CITY SALES OFFICE

Bank OF Baroda is one of the top Nationalised Bank among others, Bank of Baroda has always taken new initiatives to render specalised and customer oriented services, thus leaving a remarkable impact in every spheres of business. City Sales Office (CSO), a unique concept adopted by the bank, is to bring in the idea of reaching the customers directly to popularise its bouquet of products. Bank of Baroda, which earlier introduced the revolutionary idea of assembly-line processing of credit proposals through its Retail loan factories , SME loan factories and 8 to 8 Banking spread across the country, has now conceptualized CSO as a separate sales outfit independent of existing branch network and loan factories.CSO is envisaged to play a very important and strategic role in bringing about sales orientation in the bank. The sales executives attached to the CSO extend the reach of banks products to the doorsteps of the prospective customers as well its existing clientele, by offering first hand knowledge of the products and services available with the bank. It enable the customers to discuss and get a tailor-made solution to their requirements, be it on the asset side or liability side. The City Sales Offices (CSO), along with Retail Loan Factory and SME Loan Factory, are envisaged to support the efforts of the branches in improving the sales performance under various product categories. As on 31st March, 2011, there are 26 CSOs operational across the country.

Reason behind the formation of CSO

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The Banking industry has become extremely competitive and the banking customers have started demanding more and, more quality driven personalized services. The City Sales Office (CSO) is a new delivery sales channel being set up by bank in response to market conditions.

Benefits of CSO
The CSO being a dedicated sales office away from the bank operations will focus only on quality business development. It seeks to remove to the current difficulties faced the sales personnel at the branch due to multiple operational demands and lack of time for business development. The CSO can also benefit by proper liasoning with the branch office for both data mining as well as efficient service.

Structure of CSO set up

The CSO is consist of a team of 10-15 marketing staff drawn from specialist/ general stream with 8-10 officers I/II/III and 3-4 clerical staff.

The head of CSO is a designated Head- business Development Sr. Mgr/ AGM in scale III/IV/V having a dedicated sales team.

In a case of centre is headed by scale IV/V, there are 3 layers of personnel (i) Business Development Managers (BDM) (Scale III), (ii) Marketing Officers (Scale I / II) and (iii) Marketing Associates (Clerical/contract Staff) reporting to the BDM/ MO.

In case of centers which is headed by scale III, there are 2 layers of personnel- (i) Marketing Offices(Scale I / II) and (ii) Marketing Associates Clerical/contract Staff) reporting to the BDM/ MO.

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The head of CSO reports to the Regional Head.

Role and responsibilities at CSO The Head Business Development is in charge of driving sales at the CSO with due after sales support from the branch.

The Head conducts weekly sales meetings/ apprises and the team of new products and marketing initiatives. He also ensures periodic training on products/ selling techniques of the team, and devotes to building & creating lasting customer relationship.

There are separate teams for different products deposits/ loan/ gold coins. Each team is lead by a marketing officer who ensures regulatory issues are not violated and verify documents as brought in from customers before submitting to branch.

The completed forms/ documents then given to the respective branch office/ Loan factory without delay for further processing.

Role of Branch Office with respect to CSO The sales closed by the CSO given to the branch office as preferred by the customer. The respective branch ensures efficient service to the customer acquired by CSO. Whenever required, the branch head generate and share a list of top clients of the branch level to assist CSO for lead generation, cross selling and up selling. Branch manager and the CSO staff make joint calls whenever necessary. CSO in turn train/ update the Branch staff to help support their endeavors.
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INTRODUCTION TO CURRENT ACCOUNT AND SAVING ACCOUNT (CASA)

Savings Bank Accounts

These deposits / accounts are one of the most popular deposits for individual accounts. These accounts not only provide cheque facility but also have lot of flexibility for deposits and withdrawal of funds from the account. If our aim is to save money for the future, savings accounts are the one to go with. This account also helps us gain an interest of around four percent. Savings bank account allows its users to draw money in form of cheques or through Automatic Teller Machines (ATM) in India.

Current Bank Accounts

A current bank account is a non-interest bearing account which is used mainly for transactions. This cheque-operated account is opened by businessmen, companies and firms purely for business purposes. Deposits and withdrawals can be made infinitely, but a comparatively higher minimum balance has to be maintained.

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Advantages and Disadvantages of Saving Bank Account Advantages

Protection-: Most banks and credit unions are insured, which means that the money deposited
into a savings account is safe and secure. No matter what happens, you will get your money back.

Saving-: The aim of a savings account is to save money periodically. One can purposefully
open a savings account that does not have an ATM card linked to it to make withdrawing the funds less convenient

Automatic Deposits and Payments-: Automatic payments and deposits can be set up to
manage the account; any employer can directly deposit money into the account. This gives you less to worry about throughout the month

Customers credit-: Another way that these savings accounts are profitable is how they are
associated with the customers credit. It is often placed that if the customer faces a crisis, the savings account can be used to settle the debt without having to harass the customer. When the customer finally pays back what they owe, everything in the savings account is reflected.

Disadvantages
Minimum Balance-: Many banks require you to maintain a minimum balance in order to
avoid fees on your savings account. For some banks this is only $25, but others require as much as a $1,000 minimum. It may take some shopping around to find a savings account to suit your needs.

Interest Rates-: Savings accounts have the lowest interest returns of any place you can keep
your money, other than a checking account. If you are looking to make money on interest, a savings account is not much beneficial.

Unlimited Access Issue-: One disadvantage is the unlimited access issue. When a person
gets hold off their savings, they are tempted to overspend and may risk losing everything, including the profits they have made over the period that they have been working. A person may end up with nothing after so much hard work of saving and saving continuously for the future benefits.
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Advantages and Disadvantages of Current Bank Account Advantages

Secure and safe storage-: A current account is secure and safe storage for your cash and
much better than stashing it under your bed or sofa or some such place.

Simple debit card-: You do not need to carry large amounts of money with you whenever
you want to do a transaction. Instead, you can use a simple debit card that allows you to pay for everything, wherever the store keeper accepts such cards.

Online banking-: With advent of the internet you can go online banking which enables you
manage, check and track your cash online. This makes it very convenient for you to know your bank balance and where your money goes to.

Interest earnings-: You will have interest earnings on your balance amount.

Disadvantages
Low rate of interest-: The rate of interest that one earns on the balance is very low. Additional Cost-: Services of package accounts have additional costs. Huge fees-: Corporate businesses can be charged huge fees. Limited Access-: A limit may be imposed on the amount of funds one can withdraw in a day.

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INTRODUCTION TO THIRD PARTY PRODUCTS Role of third Party

The third party should workout a joint promotion with the bank's marketing department and should share the cost. The third party should train the bank staff in product knowledge of their products. THERE MUST BE REFRESHER COURSES. There must be an incentive system --payable on quarterly on sales turnover of these products. There must a joint review of the performance/ action plan.

Third Party Product Offered by Bank of Baroda 1) Mutual Fund 2) Gold Coins 3) Baroda Health 4) Baroda connect 5) Life Insurance 6) Non Life Insurance

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Life Insurance

Life Insurance products are categorized into four types viz. Term Insurance, Endowment plans, Unit- linked plans, and Pension plans. BOB has a joint venture association in India First Life Insurance Company to sell life insurance policies of the company through our branch network across the country to cover the insurance for life cover of assured along with unit- linked savings or investment schemes for varied needs of the assured.

Non Life Insurance

BOB has also tied up with National insurance company ltd. To sell non-life insurance products of the company through branch networks across the country. The products are structured to cover the insurance of assets such as vehicle, business and industries, live-stock etc.

Baroda Health
Bank has also launched Baroda Health a co-branded health insurance product with National Insurance Company to cover the medical expenses incurred by the assured individuals on account of their hospitalization. The specially designed low cost product is available only to Banks customer.

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Mutual Funds

The Bank is distributing Mutual Fund products through its branches of following companies with whom it has entered into tie-up arrangementsI.
II. III. IV. V.

UTI Asset Management Co. Ltd. Birla Sunlife Asset Management Co. Ltd. Reliance Capital Asset Managemnent Ltd. Sundaram BNP Paribas Asset Management Co.Ltd. Franklin Templaton Asset Management (I) Pvt. Ltd. Baroda Pioneer Asset Management Co. Ltd. Kotak Mahindra Asset Management Co. Ltd.

VI.
VII.

All the above asset management companies have various mutual fund products, both open and close ended. The Products are designed to suit various customers classes and the needs, broadly into following categories1. Growth/ Equity Oriented Scheme 2. Income/ Debt Oriented Scheme 3. Balanced Funds 4. Money Market Fund

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5. Index Fund 6. Tax Saving Schemes

Gold Coins

Bank of Baroda has RBI approval to retail gold coins to its customers as well as non customers.

Salient Features:

Bank of Baroda offer sale of 24 Karat 999.9 pure Swiss made gold coins with Assay Certification in the denomination of 2, 4, 5, 8, 10 grams. These coins are available for sale at select POS Branches. Coins are available for 2gms, 4gms, 5gms and 8gms and 10gms is available is available as a rectangular shaped bar.

The price will depend upon the market rate of gold and rate is available on daily basis. The gold is packed in tamper- proof blister packs that are see through at the manufacturing stage itself to prevent any damage/ theft during transit. Bank of Baroda customer can issue a cheque from their saving a/c or provide a debit mandate towards purchase of gold.

USPs of Gold Coins of Bank of Baroda:

24 carat imported gold, 999.9% purity

Competitive pricing 1 % discount to Bank of Baroda customers 1% discount for bulk purchase of 10 coins and more by non customers.

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BARODA CONNECT:

Baroda Connect is an umbrella of eBanking Products offered on eChannels. This product initially will contain Internet Banking only. With this new channel, customer will be able to operate his Bank Accounts on 24 x 7 basis from any where, just at the click of his mouse. BARODA CONNECTS SERVICES OFFERED: For accessing Baroda Connect, a customer has to logon to https://intl.bobibanking.com/intl/uganda/uganda.htm
HTU UTH

The following facilities are available for Baroda Connect. Accounts Bills Transfers (Self Linked and Third Party Transfer) Requests Mails Alerts Profile Activity History Modeling ADVANTAGES OF BARODA CONNECT: 24 X 7 Online Any Time Anywhere Banking Summarized view of all linked accounts Online Inquiry Saving of Time and energy Transfer funds between self/linked and third party accounts (within BOB) Make requests Alerts services SMS/email Bills payment BANKS RELATIONSHIP MANAGER (RLM):
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Relationship Manager (RLM) is a person identified for each CBS Branch. Each Baroda Connect User is associated with a RLM who will interact for all queries, troubleshooting and guidance. He is the point of contact for any problem faced related to Internet Banking.

Chapter-4 Research Methodology

Research methodology includes the following steps to carry out the project under study. Research approach: - Descriptive Research has been applied to this research Study because it includes survey investigation and statistical calculations or describes the happening of certain phenomenon. It helps to know the state of present affairs. Type of Research: - Field Research is used in which Personal Interview method and Observation method is applied. Data Source: - Primary and Secondary data has been collected for the research study. Approach Instrument: - Primary data has been collected from CSO team members by going with them in field and Secondary data has been collected from City sales office, Bank of Baroda training centre and from its website. Data Analysis: - Data Analysis is based upon statistical and graphical tabulation. Scaling Technique: - Nominal Scale Technique.

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Chapter-5 Data Analysis and Findings

Source: From City Sales Office

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Source: From City Sales Office

SB- SAVING BANK A/C CA- CURRENT A/C TD- TERM DEPOSITS LI- LIFE INSURANCE NLI- NON LIFE INSURANCE BH- BARODA HEALTH MF-MUTUAL FUND GC- GOLD COINS BC- BARODA CONNECT DC- DEBIT CARD

Business Performance of CSO at 31st March 2011

SB- SAVING BANK A/C CA- CURRENT BANK A/C TD- TERM DEPOSITS A/C
Source: From City Sales Office

Business Performance of CSO at 31st March 2011

Source: From City Sales Office 26

NLI- NON LIFE INSURANCE LI- LIFE INSURANCE MF- MUTUAL FUND BHBARODA HEALTH BC- BARODA CONNECT DG- DEBIT CARD GC- GOLD COINS

Since it was a Pilot Project in the country, in the earlier months when CSO was formed, every thing was at initial stage and contacts were also less. It had took time to establish a proper set up of CSO because most of the members who had appointed at CSO Branches had been directly placed from campus recruitment except CSO Head and initially they did not have enough experience and clear guidance, thats the reason behind the less accumulation of business in the 1st year of CSO formulation.

In the year 2010, Saving bank deposits was 7 lacs and in the year 2011 it has increased to 40.8 lacs

Earlier Current a/c Deposits were 41 lacs and now has increased to 204.5 lacs this year.

Term Deposits were14 lacs in 2010 and now has increased to 222.5 lacs In the year 2010 life Insurance business performance was 104 lacs premium and now has decreased to 49.1 lacs premium and Non Life Insurance has also gained from 0 to 1.27 lacs premium business this year.

Baroda Health business has also improved from 3.55 lacs in past year to 92 lacs this year.

Mutual Fund has also got declined in the business from 116 lacs recorded in the previous year to 6.33 lacs this year.

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Other third party products like Gold Coins, Baroda Connect and Debit Card has also improved from none to 100lacs, 539 lacs and 786 lacs business respectively.

Chapter-6 Interpretation of Data

Growth of CASA deposits and Third party products (in %) are as Follows:
Businee Growth TD, 16.10%
CA, 4.98% SB, 5.70% LI, -0.47% NLI, 1.27% BH, 25.9% MF, -0.05% GC, 100% SB CA

TD DC, 786% NLI BC,539% MF

LI

BH

GC

BC

DC

SB- SAVING BANK A/C CA- CURRENT A/C

NLI- NON LIFE INSURANCE BH- BARODA HEALTH

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TD- TERM DEPOSITS LI- LIFE INSURANCE BC- BARODA CONNECT

MF-MUTUAL FUND GC- GOLD COINS DC- DEBIT CARD

Swot Analysis of CSO Strength

Strong Brand Image Logo- Baroda Sun Industry known Chairman- Mr. M.D Mallya Good corporate and wholesale banking relations. Sales Oriented Exclusive Team. Direct Reporting- Co-ordination to DRM & DGM. Effective product oriented training. Customer Centric initiations. Weakness Weak co-ordination Lack of Infrastructure Marketing persons paid less in comparison to private sector banks.

Opportunity End no. of good products to sell. New concept for a nationalized bank to adopt with customer. Large base of customer to serve with. New Life Insurance Policy Company with extraordinary achievement in first year. ATM with any time tax machine.
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Threat Features of products are normal not extraordinary. Increasing Liquidity Crisis and viceversa its affecting CASA deposits, therefore also effecting profit margin Competition from Pvt. Bankaggressiveness.

My Experience at Bank of Baroda: CSO

It was a great learning experience, when I choose to work with Bank of Baroda though I did not know the organization very well. It was a great pleasure to learn that the bank never incurred losses any time since its inception in 1908. So this is a great achievement in my view. BOB has more than 85 branches abroad as well. During this period of internship, I have learned lot of things from all the members of CSO. I came to know how actually a business runs, what sort of pressures and challenges they have to face and how efficiently they tackle their responsibilities. I used to go with them outdoors and used to observe while pitching their customers and convincing them to buy their products. It is not easy to go and sell these services directly to the customers considering the branch image only with no or little advertisement. It really requires great patience and fruitful efforts to do this task constructively. There are two ways in which CSO can generate leads1) From their own contacts 2) List of the customers and their contacts from particular branches. When I started my study I was told by the CSO team staff member that only Punjab National Bank is ahead from Bank of Baroda in total business, it is only due to good CASA deposits mobilisation by PNB. For PNB CASA Deposits was more than 40 % of their total deposits while in BOB CASA Deposit as on 31 March 2011 was 34% of its Total Deposits. So if BOB increases its CASA Deposit growth then only it can cross PNB for being No.1for this year by the end of March 2012. Bank of Baroda staff is making its best efforts to contribute maximum to increase CASA deposits of bank and the CSO team will play its vital role as well.

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Chapter-7 Recommendations
1)

The co-ordination between the branches and team members needs to be improved.

2)

Good infrastructure facilities should be provided to staff / customer. Should provide sufficient resources like travelling and mobile expenses and necessary equipments like laptops keeping in mind the vast geographical area they cover and to take quick decisions.

3)

4)

More convenient and attractive features should be added to their products and more effective training should be given to members to enhance their skills.

5)

Branches should provide sufficient leads to CSO team.

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Chapter-8 Conclusion
CSO is playing a prominent role in increasing the business growth through its planned strategies and laborious activities. They are progressing as rising sun in this large and rapidly increasing banking industries and proving their mettle in their respective fields. Care should be taken to fulfill their employees need and to provide a smooth and pleasant working environment where employees not only perform their duties but can also enjoy their work, because they are the backbone of the organization. If they grow then only they can bring growth in their business. For this they also require proper guidance and motivation to move in a better and right direction, therefore leaders or CSO heads bear great responsibilities to build an innovative and successful team. They have dual responsibilities to prosper their business and to lead their teams towards new height and achievements. Since Bank of Baroda has already made agreements with many companies to enhance their business and to earn commission by promoting sales of third party products like Mutual Funds, Mediclaim policies to sell Gold Coins etc, it was high time to create a sales hub like CSO, not only to sell their own product but also to sell other TPPs with whom agreements were made. CSO is planning to establish their branches in every region so that it can yield maximum business from every part of the country that could help bank to flourish and to become the best bank in all perspectives.

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Chapter-9 Questionnaire Q1. What is the reason behind formation of CSO?

Q2. How do you manage to get the leads? Q3. What kind of difficulties and challenges that you face in doing the outbound sales? Q4. What is the CSOs biggest strength that helps for the growth of the business? Q5. What measures you are taking to achieve your targets? Q6. Who are your competitors? Q7. Services offered by bank to your customers are matching their needs or not? Q8. Are motivational measures being adopted by your bank, if yes, then what are those measures? Q9. How often were you not able to meet your targets? Q10. There is substantial growth in CASA Deposits and Third Party Products over the last year.. please tick the right answer: Agree Strongly agree Disagree

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Neither agree nor disagree

Strongly Disagree

Bibliography

www.bankofbaroda.com

www.scribd.com

Research Methodology Book- Study material of Tilak Maharashtra University Data from City sales office

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