Project report

1. SUMMER TRAINING REPORT
ON
LOAN AVAILING METHODOLOGIES
AT
Fullerton India Credit Company
THE PARTIAL FULFILLMENT OF THE DEGREE
OF
BACHELOR OF BUSINESS ADMINISTRATION
Submitted To: Submitted By:
Miss Uma Raikhola VipinKumar
(Project coordinator) BBA 5th
sem.
Roll No.112294
DEVSTHALI VIDYAPEETH LALPUR , RUDRAPUR

2. ACKNOWLEDGEMENT
This report bears the imprint of many people. Right from the staff of my
institute with out whose support and guidance. I would have not got the unique
opportunity to successfully complete my summer training project.
I take this opportunity to express my sincere thanks and full appreciation
to my faculty guide and Miss Uma Raikhola and my Company Manager
Mr.………………………who extended their whole hearted cooperation and
moral support for completion of this project work .
Last but not the least I am thankful to our parents & all those who have helped
us directly or indirectly and whose name we forget to mention in the endeavor.
(Vipin Kumar)

3. STUDENT’S DECLARATION
I Vipin kumar student of BBA IV sem. Of DEVSTHALI VIDYAPEETH
INSTITUTE hereby declare that this project report on
“LOAN AVAILING METHODOLOGIES ”
is written and submitted by me under the guidance of Miss Uma Raikhola
is my original work.
The entire analysis and conclusion of this report are based on the
information which is collected by me during the training period.
The empirical finding in the report are based on the data collected myself
while preparing this project. I have not copied anything from any source or
other project submitted for the similar purpose, if any.
( Vipin Kumar)

4. CONTENTS
CHAPTER-1
INTRODUCTION
1.1 -COMPANY PROFILE
1.2 -PRODUCT OFFERED BY THE COMPANY
1.3 -PROPOSITIONS AND VALUES
CHAPTER-2
RESEARCH METHODOLOGY
OBJECTIVES OF THE STUDY
CHAPTER-3
LITERATURE REVIEW
CHAPTER-4
ANALYSIS AND SUGGESTION
BIBLIOGRAPHY
Annexure

5. CHAPTER 1
INTRODUCTION

6. COMPANY PROFILE
Fullerton India Credit Company Limited (FICCL) is a Non-Banking
FinanceCompany (NBFC) with an ―A‖ category license, issued by the
Reserve Bank ofIndia. It is a fully owned subsidiary of ―Fullerton
Financial Holdings Pvt. ltd.‖Singapore. The Company was
established in 1994. In December 2005 theManagement of this
Company changed, with an investor making an investment inthe
equity capital of this Company under the Foreign Direct Investment
Policy.
99.99% of the share capital of FICCL is held by Angelica Investment
Pte. Ltd.,Singapore. Then they began their operations with new
management in India inJanuary 2006. The new management team is
headed by a professional CEO andManaging Director, supported by a
team of professionals, with expertise in area ofConsumer Finance,
Middle market lending and SME businesses. Theseprofessionals have
worked in various Banks and Financial institutions, and havegood
commercial experience.
The company operates on a wide range of financial products
andservices forcustomers related to the retail markets and commercial
mass markets. Thecompany provides financial support to its clients
through basically two policiesnamely Fullerton India Parivaar and
Fullerton India Vyapar. Fullerton IndiaParivaar provides financial
security to salaried individuals whereas FullertonIndia Vyapar offers
financial support to people involved in small scale businessesor firms
of their own. The company follows a customer centric, community

7. basedbusiness model, and is committed to provide quality financial
services to thegrowing Indian masses. The Company believes in a
branch centric community ledrelationship based approach in meeting
customer needs rather than using theservices of a third party or a
vendor such as Direct Selling Agents. Under theorganizational
structure, the Company has in each of its branches, a team
ofRelationship Managers and Officers who meet customers to
understand theirbusiness or profession and credit requirements.
The Company being in the financial sector provides Loans and
financial servicesto customers such as Individuals, Professionals,
Partnership firms, Soleproprietorship and Small and Medium
companies. To service its customers, theCompany has two major
divisions Vyapar and Parivaar.

8. 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 SalariedIndividuals. Its Parivaar branches provide
customized products and solutions,especially designed keeping in
mind the unique circumstances and requirements ofthis segment.
The Parivaar Loans cover a wide range of products, which include:
1. Unsecured Personal Loans
2. Secured Loans
3. Home Finance
4. Home Equity Loans
1. Unsecured Personal Loans
An unsecured loan is a loan that is not backed by collateral, it is also
known as a signature loan or personal loan. Unsecured loans are
based solely upon the borrower's credit rating. An unsecured loan is
considered much cheaper andcarries less risk to the borrower.

9. Types of UnsecuredPersonal loans
There are three types of unsecured loans.
a) First is a personal unsecured loan, which means a loan that, a
personindividually responsible for the repayment.
b) Second is an unsecured business loan which leaves the business
responsiblefor the repayment.
c) Third is an unsecured business loan with a personal guarantee.
In this type ofunsecured loan the borrower is the business, but
guarantor will be the payerif the business defaults to pay the
loan.
2. Secured Loans
A secured loan is a loan in which the borrower pledges some asset
(e.g. a caror property) as collateral for the loan, which then becomes a
secured debt owed tothe creditor who gives the loan. The debt is thus
secured against the collateral. Inany event if the borrower defaults to
repay, then the creditor takes possession ofthe asset used as collateral
and may sell it to satisfy the debt by regaining theamount originally
lent to the borrower. There are two purposes for a loan securedby
debt. In the first purpose, by extending the loan through securing the
debt, thecreditor is relieved of most of the financial risks involved

10. because it allows thecreditor to take the property in the event that the
debt is not properly repaid. Inexchange, this permits the second
purpose where the debtors may receive loans onmore favorable terms
than that available for unsecured debt, or to be extendedcredit under
circumstances when credit under terms of unsecured debt would notbe
extended at all. The creditor may offer a loan with attractive interest
rates andrepaymentperiods for the secured debt.
3. Home Equity Loan
A home equity loan (sometimes abbreviated HEL) is a type of loan in
whichthe borrower uses the equity in their home as collateral. These
loans are sometimes useful to help finance major home repairs,
medical bills or college education. Ahome equity loan creates a lien
against the borrower's house, and reduces actualhome equity.
Types of Home Equity Loan
a) Closed end home equity loan:The borrower receives a
lump sum at the time of theclosing and cannot borrow further.
The maximum amount of money that can beborrowed is
determined by variables including credit history, income, and

11. theappraised value of the collateral, among others. It is common
to be able to borrowup to 100% of the appraised value of the
home, less any liens, although there arelenders that will go
above 100% when doing over-equity loans. However, state
lawgoverns in this area; for example, Texas (which was, for
many years, the only stateto not allow home equity loans) only
allows borrowing up to 80% of equity.Closed-end home equity
loans generally have fixed rates and can be amortized forperiods
usually up to 15 years. Some home equity loans offer reduced
amortizationwhereby at the end of the term, a balloon payment
is due. These larger lump-sumpayments can be avoided by
paying above the minimum payment or refinancingthe loan.
b) Open end home equity loan:This is a revolving credit loan,
also referred to as ahome equity line of credit, where the
borrower can choose when and how oftento borrow against the
equity in the property, with the lender setting an initiallimit to
the credit line based on criteria similar to those used for closed-
endloans. Like the closed-end loan, it may be possible to borrow
up to 100% of thevalue of a home, less any liens. These lines of
credit are available up to 30years, usually at a variable interest
rate. The minimum monthly payment canbe as low as only the
interest that is due.Typically, the interest rate is based on the
Prime rate plus a margin. FullertonIndia Vyapaar strives to
improve the business and lives of the small businesscommunity.

12. Their business is focused only on small establishments with a
turnoverof less than Rs.25 Mn p.a.
Relationship Approach of the Company
The Company believes in a branch centric community led
Relationshipbased approach in meeting customer needs rather than
using the services of a thirdparty or a vendor such as Direct Selling
Agents. Under the organizationalstructure, the Company has in each
of its branches, a team of RelationshipManagers and Officers who
meet customers to understand their business orprofession and their
credit requirements. Both the Vyapaar and Parivaar divisionsof the
Company leverage the relationship approach in establishing a
creditrelationship between the Company and the borrower. Loans are
granted on thebasis of completed applications, completing the Know-
Your-Customer (KYC)norms, discussion with the customers about
the terms of their loan, rate of interest,repayment arrangement, etc.
The branch only services customers in a limited areaaround the
physical location of the branch.
The Company‘s general policy is to be reasonable, transparent and
fair with itscustomers.The Company follows established procedures,
understands customer requirementsand is reasonable in all its dealings
with customers. The design of the applicationforms and the
relationship based processes, are to make sure that the Company

13. istransparent in its dealings and transactions. It is with this in mind
that theCompany has set up the following guidelines as a Fair
Practices Code in dealingwith its customers
Fair Practices Code and Guidelines in Company
The following are the guidelines as a fair practices code in dealing
with itscustomer.
1. The current application forms capture full details of the customer i.e.
age,profession, business, office & residential address, income details
and otherrequirements. The application forms indicate the criteria for
minimum andmaximum finance available for personal loans,
automobile loans. Theapplication forms specify the documentation
requirements in addition toinitial scrutiny of documents submitted.
The Company may call foradditional documents for verification
purposes. The application forms arenumbered and one section of the
form is given back to the Customer as anacknowledgement. The
Company keeps a record of acceptance of terms andconditions by
keeping the original agreements signed by the customer andprovides
a copy of the Agreement or terms and conditions to its customers.
2. All applications are verified and processed within a reasonable
period oftime.Allapplications would go through a De-duplication and
Fraud Checkthough internally established procedures of the

14. Company, before loans areprocessed or approved. The applications
which do not satisfy the DE duplicationor Fraud Check criteria, would
be automatically rejected.Documents needed from the customers will
be collected before disbursementof loan.
3. The terms and conditions of the loan are clearly mentioned in the
LoanAgreement. The Loan Agreement would specify the tenure, the
amount of theloan, applicable rate of interest, the Equated Monthly
Installment (EMI)payments and other fees charged by the Company.
Processing fee, if collectedwould be clearly mentioned to the
customer. A Welcome Letter is also sent toour customers with Key
details & Repayment Schedule which mentions theEMIs, split by
Principal and Interest components.
4. In the event that the loan is rejected, the Company would
communicate to theCustomer verbally or in writing about the
rejection. The RelationshipManagers/ Officers are empowered to
convey the information of the rejectionof the loan verbally.
5. Customers at the time of disbursement of loan are advised about
facilitiesavailable to them and repayments they need to make from
time to time. Inany event the Company undertakes to give full details
of the loan, its currentstatus, monthly or quarterly repayments
required from time to time on thebasis of request made by the
Customers.

15. 6. The Company would release all the securities to the customer once
the loan isrepaid and no dues are outstanding to the Company.
7. In case of request of a transfer of a loan account from one borrower
or alender to another Company or a Bank, the transfer would be
completedwithin 21 days of such a request, provided the customer
pays interest and allCompany dues up to date.
8. As far as recoveries of loans are concerned the Company would
follow itsown Collection Policy and procedure which is designed to
be customerfriendly. Under the Company‘s collection policy detailed
guidelines are laiddown for following the Code of Conduct, with
delinquent customers. Ourcollection procedures are constantly
checked from a customer‘s point of view.
9. The Company has a detailed policy on customer satisfaction and
complaintsreceived. As part of the Customer satisfaction assessment,
detailed analysis ofcustomer preferences and their grievances or
responses are taken intoaccount in improving our operations
constantly. Complaints received arepersonally attended to by the
Branch Manager and resolutions are trackedby centrally by the
Corporate Office in Mumbai. All grievances andcomplaints and
resolutions made are presented regularly to the Board ofDirectors for
their review.

16. II. Fullerton India's Propositions and Values
Propositions
The biggest proposition of Fullerton India is customer focus, both,
in productdesign/ customization and service. As an organization, they
are structurednot around products but along customer segments. They
have separateverticals for the Salaried Individuals (Parivaar) and for
Small sized shopowners & Entrepreneurs (Vyapaar).
This model lends itself to better understanding of our customers'
financialsituation and for a better products offering to them. With this
holisticunderstanding of the customers, the company is also able to
combine securedand unsecured products and structure the loan in a
manner which is ideallysuited to meet individual customer
requirements.
The Company employed Relationship Officers to service the needs
of thecustomers. There are no agents or other intermediaries, coming
in betweenthe customer and the company. These Relationship
Officers are the end-to-endsolution providers and act as a single point
of contact" for all Product,Process and Service related needs of the
customer.

17. The branches do business only within a 5 km radius. The customers'
office orresidence has to be within the branch coverage area. This
closer proximity ofthe customers to the branches ensures better
understanding of the localenvironment and immediate situation.
The Company participates actively in serving the community in and
aroundthe vicinity of their branch. The interest of company in the
locality extendsbeyond just a business relationship. The company
believes in participating inother aspects of development of the
community as well.
The business envisages setting up branches with employees dealing
directlywith the customers. This offering has elicited an enthusiastic
response fromcustomers as it gives higher degree of transparency and
faster value delivery.
The relationship model includes a deep assessment of a customers'
businessresulting in an omnibus facility with a flexible combination
of usage in parts,flexibility between a combination of short and long
tenures, and fromunsecured to partially secured and fully secured
facilities.
The facility set up for a customer is based on his risk profile,
repaymentcapacity, as well as proposed expansion plan. A
Relationship Officer isassigned to address incremental product needs,

18. as well as for servicerequirements, through a process of continuous
engagement. The business strives to deliver lifelong financing support
and regular facility enhancement,based on business growth.
Businesses are built on people, and the company hires relevant local
talent toserve the market, so that there is a connection between the
employees andcustomers.
The business wishes to bring a full service proposition
encompassing loansand liabilities to the small business owners.
Besides the variety of loans, lifeinsurance has been introduced which
will also be delivered through thebranch based Relationship Officers.
The business uses advanced technology tools to record customer
history, andleverage track record to enhance credit exposure in line
with the customerbusiness cycle. This ensures continuous support
through seasonal peaks.

19. CHAPTER 2
RESEARCH METHODOLOGY

20. RESERCH METHODOLOGY
Research Methodology is a way to systematically solve the research
Problem. The Research Methodology includes the various methods
and techniquesfor conducting a Research.
This project comes under the head of ―Marketing Research‖. The
―MarketingResearch‖ is the systematic design, collection, analysis
and reporting of data andfinding relevant solution to a specific
marketing situation or problem‖.
Sampling Plan – Sampling can be defined as the section of some part
of anaggregate or totality on the basis of which judgment or an
inference aboutaggregate or totality is made. The sampling plan helps
in decision making in thefollowing areas:
Sample size – Sample size refers to the total numbers of items
about whichthe information is desired. The sample size of the
study is 100.
Data Collection - Information has been collected from both
Primary and Secondary Data.

21. 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 thisstudy by conducting survey
through Questionnaire.
Secondary Data –Secondary Data are those which have already been
collectedby someone else and which already had been passed through
the statistical process.
Secondary data has been collectedin this study through Magazines,
Web sites, Newspaper and Journals.

22. 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
To know the amount of loan generally availed by the respondents
To study the Advertising effectiveness in creating awareness among
the public
To study the satisfaction level of customer regarding different loans
schemes provided by Fullerton India Credit Company Ltd.

23. CHAPTER 3
LITERATURE REVIEW

24. LITERATURE REVIEW
Trevor Richards (1996) Begins by defining the conversion model –
amodel used as a marketing tool to identify commitment to different
brands of goodsor services. Argues that there is a difference between
committed and uncommittedcustomers which is not related to service
quality and that this makes it difficult topredict customer retention
based solely on these grounds. Other factors also drivecommitment.
Presents two short case studies based on these assumptions.Kurt
Matzler, Hans H. Hinterhuber, Franz Bailom, Elmar Sauerwein
(1996) Howto delight your customers, Asks which product qualities
are decisive for thesatisfaction of the customer and which features
merely prevent dissatisfaction.Proposes Kano‘s model of customer
satisfaction for answering these questions andfor drawing conclusions
for the management of product development. In his model,Kano
distinguishes between three types of product requirement which
influencecustomer satisfaction in different ways when met: must-be
requirements, which arebasic criteria of a product - if these
requirements are not fulfilled, the customer willbe extremely
dissatisfied; one-dimensional requirements, where
customersatisfaction is proportional to the level of fulfillment, the
higher the customer‘ssatisfaction and vice versa; and attractive
requirements, which are the productcriteria which have the greatest
influence on how satisfied a customer will be with agiven product.

25. Attractive requirements are neither explicitly expressed norexpected
by the customer.Antony Beckett, Paul Hewer, Barry Howcroft (2000)
An exposition ofconsumer behavior in the financial services industry,
Deregulation and theemergence of new forms of technology have
created highly competitive marketconditions which have had a critical
impact upon consumer behavior. Bankproviders must, therefore,
attempt to better understand their customers in anattempt not only to
anticipate but also to influence and determine consumer
buyingbehavior. The paper accordingly presents and develops a
model which attempts toarticulate and classify consumer behavior in
the purchasing of financial productsand services. The theoretical
insights generated by this model are then used toexamine qualitative
research data gained from focus group discussions onconsumers‘
attitudes to their financial providers and their financial products.
Finally, these findings are examined for the potential insights they
provide to bankproviders attempting to identify appropriate strategies
which are conducive toincreased customer retention and profitability.
Randi Priluck (2003) Relationship marketing can mitigateproduct and
service failures, Relationship marketing is beneficial to firms because
it can foster customer loyalty and re-patronage behavior. Consumers
engaged inrelational exchanges are more satisfied than those in
discrete transactions becauseof the ease and psychological comfort of
purchasing from a familiar company. Thisresearch investigates the
power of relationship marketing to mitigate in twosituations. One
exposes consumers to poor product performance and examinestheir

26. levels of trust, commitment and satisfaction. The second presents a
productfailure that is followed by a lapse in service recovery and
measures satisfaction andexit behavior. The findings of both studies
suggest that relationships make up forincreasingly strong negative
encounters, providing a level of insulation for the marketer.
Implications for service firms are discussed.
Adam Lindgreen (2004) few published empirical studies
haveexamined the design, implementation, and monitoring of
customer relationshipmanagement (CRM) programs at a practical
level. The article develops a singleembedded case study on Dagbladet
Borsen (http://www.borsen.dk), the largestpublisher of business-
related materials in Scandinavia. The article first introducesthe reader
to the philosophy behind CRM. Following that, it considers key areas
ofa four-year long CRM program and offer insights into the procedure
that hasbeen developed by SJP (http://www.sjp.dk), the consulting
firm that was brought into assist. The procedure is organized around
eight areas: commitment of seniormanagement, situation report,
analysis, strategy formulation, implementation,management
development, employee involvement, and evaluation of loyalty
building processes. Over the four-year long CRM programme,
Dagbladet Borsenincreased its newspaper circulation by 40 per cent
and advertising revenue by 50 percent, while total revenue more than
doubled.
Ka-shing Woo, Henry K.Y. Fock (2004). The axiom that ―the
customer is always right‖ is no longer valid when companies realize

27. that some of their customers are not right at all. Paying too much
attention to these so-called ―wrong‖ customers may jeopardize a
company's survival and profitability. Right customers have to be
retained, ―at-risk‖ right customers have to be recovered, and wrong
customers have to be divested. This study attempts to operationalize
the concept ofcustomer ―rightness‖ and ―wrongness‖ in terms of
different configurations ofattribute satisfaction and overall
satisfaction. Based on the result of a discriminant analysis of
satisfaction survey data, customers with different configurations of
attribute satisfaction and overall satisfaction are re-examined in terms
of switching intention, behavioral patterns and demographic
characteristics in order tohighlight any significant descriptor.
Susan E. Rau (2005) Building great products can be a reality for any
18company that takes the time and effort to create and execute the
linkages between:winning strategy; the role of products and services;
the product building blocks;and, linkages to customer needs. In fact,
our research and work with clientssuggests that a lack of alignment of
these factors is the number one cause for thepoor performance of
many new products. This article defines for the reader thefour
winning strategy choices a company has – Product Leader,
Distribution Giant,
Innovation Superstar and Customer Lover and how each of these
models puts adifferent emphasis on products and services. Once a
company has selected awinning strategy, executing that strategy
successfully requires adherence to thebusiness model, including

28. aligning product and services, customer imperatives and financial
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 forlackluster earnings and poor
stock performance. Readers will learn how tooutsmart the competition
and build products that really win in the marketplace.

29. CHAPTER 4
ANALYSIS AND SUGGESTION

30. ANALYSIS OF DATA
This research is based on primary and secondary data i.e. collected
throughprimary and secondary sources. The primary data is collected
with the help of questionnaire survey and the secondary data is
collected from Newspapers, Internet, and Magazines.
Therefore, the analysis of data is categorized under following two sub
categoriesthat are:-
Analysis of Primary Data
Analysis of Secondary Data
Firstly the analysis of primary data includes the analysis of data
collected throughquestionnaire. The analysis of Primary Data is as
follow:-
Parameters selected for Collecting Primary Data
1. Age of the Respondent
Age 18-28yrs 28-38 yrs 38-50 yrs More than50 yrs
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

31. classification of age groupis required to know the perception of
person for taking loan at different stage oflife. Generally Fullerton
India provides loan to salaried individuals and newentrepreneurs,
therefore our sample size is consists 56% of respondents liesbetween
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 Respondent
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 havemore demand for loan. This research is
targeted to know the demand of loan bysalaried individual and small
entrepreneurs, therefore the sample size consists of15% Lower
Income level and 40% middle income level for judging the demand
ofsalaried individual and to judge the demand of small entrepreneurs

32. the sample sizeconsists of 35% upper middle income level and 10%
that are having annualincome more than 5 lakh.
3. Occupation of the Respondent
Occupation Government
Employee
Private
Employee
Businessman
Percentage 30.00% 25.00% 45.00%
The third important consideration which helps to identify that whether
therespondent is salaried individual or small entrepreneurs is
occupation. Theoccupation comprises of Government Employee,
private employee that fall intosalaried individual category and third
component of occupation is Businessmanwhich indicate small
entrepreneurs. The weight provided to salaried individual i.e.to
Government and private employee is 55% because Fullerton offered

33. moreproduct to this category and for small entrepreneurs the weight
assigned is 45%,because this weight can give justifiable result to
divide the demand of loan on thebasis of occupation.
4. From which source you knew about the various
schemes of Fullerton India?
Sources News
Paper
Television
Media
Internet Friends
Percentage 44% 12% 20% 24%
This question is asked in order to know the effectiveness of the
advertisementstrategy adopted by Fullerton India. The result found by
the survey shows thatmost of the customer knew about the various
loan schemes through newspaper &internet. Therefore company can
make more use of the newspaper and internet toincrease its customer
base. Secondly the company also getting the benefit of itsexisting
customer to advertise its product, because 24% of customer knew
aboutthe schemes of Fullerton India through their friends who had

34. taken loan fromFullerton India.Fullerton India is not making use of
Television media frequently because it is verycostly, therefore
resultantly it contributed only 12% in creating the awarenessamong
the customer regarding various schemes of Fullerton India.
5. Which type of loan you availed from Fullerton India?
The most preferred loan by customer is secured loan. This loan is
easily available 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 are availed by18%
and 12% of sample size.
Types Secured
Loan
Unsecured
Loan
Home
Loan
Home equity
loan
Percentage 42% 18% 28% 12%

35. 6. Through which scheme of Fullerton India you availed
loan?
Type Parivaar Vyapaar
Percentage 62% 38%
The Fullerton India offers different types of loans under two main
scheme that areParivaar and Vyapaar. The Parivaar scheme is for
salaried individual whereasVyapaar scheme available for small
entrepreneurs. The result of survey shows thatmost of customer
availed loan under Parivaar scheme i.e. 62% as compare toVyapaar.
Therefore it shows that, the salaried individual are more important
forcompany, so the company is require to focus on this core product
andsimultaneously it require to improve the promotion of its Vyapaar
scheme toattract more customers.

36. 7. What is your amount of loan?
Amount of Loan %age ofRespondents
0 - 2,00,000 28%
2,00,000-5,00,000 45%
5,00,000-10,00,000 32%
10,00,000 ormore 5%
This question is asked to know that generally how much amount of
loan is availedby the customer. The result of survey shows that 45%
customer availed 2 lakh to 5lakh loan, 32% availed 5 to 10 lakh, 28%
availed loan up to Rs 2lakh and there arevery less customer who
availed loan more than 10 lakh. So the Fullerton India isfamous for
medium loan, but there are very less number of customer for
largeamount loan. Therefore the company needs to focus on the
schemes for largeamount loan to become famous in this segment also.

37. 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 therepayment period is long than customer will pay interest for long
period so itbeneficial for company to issue loan for long repayment
period. In the survey it was foundthat 19% customer availed loan for
maturity period less than 2years, 43% of customer availed loan for 2
to 5 years, 28% availed for 5 to 10years and only 10 % availed for the
repayment period more than 10years. Themost preferred repayment
period is 2 to 5 years. The company will earn moresustainable profit
for long period if it increases the customer who avail loan forlong
maturity period, therefore the company need to formulate some
attractivescheme to attract the customer towards long repayment
period loan.

38. 9. Are you satisfied with the rate of interest charge by
Fullerton India?
Yes No
67% 33%
The Fullerton India charging different rate of interest for different
type of loan.The rate of interest of unsecured loan is quite high
because of risky nature whereassecured loan is available at less rate of
interest. Therefore there are some customerswho are not satisfied with
the rate of interest. The sample size consists of 67%customers who
are satisfied with the rate of interest charging by Fullerton Indiaand
only 33% are unsatisfied.

39. 10. What are the main factors which persuade you to
avail loanfrom Fullerton India?
Factor 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 attractmore and more customer. The result shows that an
attractive rate of interest is themost important factor responsible for
attractingcustomer toward Fullerton India,then easy documentation,
easy repayment and quick processing is also work assupplement to
attract customer for availing loan from Fullerton India. Only

40. 9%customers are fall in the category of others who availed loan due
to the referencesof 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 FullertonIndia. The 12 % customer thinks that the service delivery
of Fullerton India isexcellent whereas 47% thinks its service delivery
is very good, 31% thinks thatservices delivery is only good and 6%
thinks that the service delivery of FullertonIndia is fair, but as nobody
can satisfy everyone at same time, so this is same forFullerton India,
4%customer are not satisfied with the services of Fullerton India.

41. Analysis of Secondary Data
Analysis of secondary data includes the review of the news and
articles published innewspaper or magazines regarding Fullerton India
Credit Company Limited.
Article 1
Fullerton India Credit adopts Newgen’s BPM solution
Newgen Software Technologies Limited announced the successful
implementation ofits BPM solution (based on Newgen OmniFlow™)
at Fullerton India Credit CompanyLimited (FICCL).
NEWGEN SOFTWARE Technologies Limited, a market leader in
BusinessProcess Management (BPM) and Enterprise Content
Management (ECM), withimpeccable track record of implementing
mission-critical workflow and documentimaging solutions,
announced the successful implementation of its BPM solution(based
on Newgen OmniFlow™) at Fullerton India Credit Company
Limited(FICCL). FICCL, one of the largest capitalized Non-Banking
Finance Companies

42. (NBFC) in the country has taken a steep target of setting up a total of
800 branchesin the country by the end of 2009 (Till now, the
company has set up over 650branches).
Speaking of Newgen‘s solution that has helped the FICCL in gearing
up to meet itstargets, Pramod Krishnamurthy, executive vice
president, technology, FICCL said,
―One of the key factors that has accounted for Fullerton India‘s rapid
growth andramping up of operations is the excellent support provided
by the Newgen team.
Their state of the art workflow routing and imaging system
(OmniFlow) has metour dynamic requirements very well; it has
enabled us to provide high level ofcustomer service internally and
externally. We look forward to a continued long-termassociation with
them as a valuable partner in our growth.‖
Newgen‘s implementation at FICCL covers the entire gamut of
processes includingloan origination and booking, collections and
prospect tracking, loan against goldand early warning processes.
FICCL currently has more than 350 branches acrossthe country.
Number of concurrent users (users across the branches who can
besimultaneously logged into the system), which is already over 900,
is expected togrow 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 ourobjective to be an end-to-end BPM solution provider,

43. our solution has offeredFICCL continuous process improvement,
rapid results, visibility and control. Withthis implementation, we are
glad to support FICCL in reaching its steep targetsand establishing a
strengthened network in India.‖
Newgen OmniFlow™ 5.0 is a platform independent, scalable BPM
solution thatenables automation of organizational business processes.
It is a complete softwaresolution to design, deploy, modify, monitor
and manage business processes,involving minimal programming
effort, and is easily deployable thereby enablingenterprises to
streamline their business processes for greater efficiencies. Builtusing
open technologies Newgen OmniFlow™ has seamless integration
abilitiesallowing it to be introduced into almost any existing IT
infrastructure.About Fullerton India Credit Company
LimitedFullerton India Credit Company Limited, a fully owned
subsidiary of FullertonFinancial Holdings, Singapore, is the fastest
growing financial services company inIndia with an equity capital
base of US$150 million (Rs 7 billion). The companyfollows a
relationship led, community based business model with close
proximityand engagement with the customer to effectively reach out
to them. In a short spanof time the company has disbursed over 1800
crore rupees, opened more than 400branches spread across 150
locations and has more than 8000 employees on itsrolls.
About Newgen SoftwareNewgen Software Technologies Limited is a
market leader in Business ProcessManagement (BPM) and Enterprise
Content Management (ECM), withimpeccable track record of

44. implementing mission-critical workflow and documentimaging
solutions. We have a global footprint, with an installation base of
morethan 700 customers in over 25 countries. More than 40 of our
customers are GlobalFortune 500 companies. Having domain
expertise in industry verticals such asBanking, Financial Services,
Insurance, BPO, Telecom, e-Governance andmanufacturing among
others, we are known as one of the fastest implementers ofBPM
solutions in the world.
The sales and support offices span across major cities in Asia, North
America,Europe, Africa and the Middle East.
Winner of several awards such as ‗Frost and Sullivan‘s Market
Leadership Awardfor Document Management and Workflow
Software & Services for 2006‘ and ‗DistinguishedApplication Product
Company‘ by NASSCOM, Newgen Software isan ISO 9001:2000
certified and CMM Level 4 company.
Review of Article: 1
The first review based on the article published in web site BPM.com.
This article talks about the adoption of Newgen‘s BPM solution for
their Businessprocess management. NEWGEN SOFTWARE
Technologies Limited is a marketleader in Business Process
Management (BPM) and Enterprise ContentManagement (ECM),
with impeccable track record of implementing mission
criticalworkflow and document imaging solutions, has announced the
successfulimplementation of its BPM solution (based on Newgen

45. OmniFlow™) at ―FullertonIndia Credit Company Limited‖. Fullerton
India has taken this step to achieve itstarget of setting up a total of
800 branches in the country by the end of 2009 (Tillnow, the
company has set up over 650 branches).
Newgen‘s solution will help the Fullerton India to meet its targets and
anotherimportance of this step is rapid growth. It also enabling
Fullerton India to providehigh level of customer service internally and
externally.
Newgen‘s implementation at FICCL covers the entire gamut of
processes including loan 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 Excellence in Business Process Management (BPM)
and Workflow with Newgen Software‘s BPM solutions. The company
has bagged the award for the Pacific Rim region.
The Global Awards for Excellence in BPM and Workflow recognizes
user organizations that have demonstrably excelled in implementing
innovative 38 business process solutions to meet strategic business
objectives. The awards are given for five geographical regions:
Europe, Middle East Africa, NorthAmerica, Pacific Rim, and South &
Central America with each regionreceiving one Gold and one Silver
Award.

46. In order to streamline the workflow and imaging process, Fullerton
deployedthe BPM solutions provided by Newgen. The
implementation by NewgenSoftware at FICCL covered the entire
gamut of processes including loanorigination and booking, collections
and prospect tracking, loan against goldand early warning processes.
FICCL currently has more than 825 branchesacross the country.
―We are honored to have been presented with this award. One of the
mostimportant factors which contributed to our success has been the
ease withwhich business process change has been enabled through
Newgen‘s OmniFlow.
The solution has enabled us to do this quickly and economically‖,
said PramodKrishnamurthy, executive vice president, technology,
FICCL.
Speaking of the successful implementation of their solution Rajvinder
Kohli,VP—Sales, Newgen Software Technologies, said, ―The
recognition is areflection of our commitment towards our customers
to provide them with best services. The deployment of OmniFlow
BPM Suite at Fullerton India Credithas created history by enabling
them to open more than 800 branches in justtwo years. The solution
provides total automation for Loan Origination, CRM and Collection
processes, including implementation of a unified interface that
integrates four different core applications seamlessly.‖
About the awards
The annual Global Awards for Excellence in BPM and Workflow is
co-sponsored by WMC, BPMFocus.org and BPM.com and now in

47. their 15th
year. While judging the winners, particular attention is paid
toimplementations that have showed processes extending beyond the
corporate boundaries to support customers, suppliers, trading partners
and more. There are five geographical regions: Europe, Middle East
Africa, North America, Pacific Rim, and South and Central America.
Each region receives oneGold and one Silver Award.
About Newgen Software
Newgen Software Technologies Limited is the market leader in
Business
Process Management (BPM) and Document Management System
(DMS), witha global footprint of about 700 installations in over 30
countries. More than 100of these implementations are large, mission-
critical solutions deployed atworld‘s leading BFSI, BPO and Fortune
Global 500 companies.
Newgen is recognized by distinguished analyst firm IDC in its
exclusive report―Newgen Software: Global Leader in Business
Process Management andDocument Management Solutions.‖
Winner of prestigious awards, such as CNBC-TV18 ―Emerging India
Award2008‖, Frost and Sullivan's ―Market Leadership Award for
DocumentManagement System and Workflow Software & Services‖
and ―DistinguishedApplication Product Company‖ by NASSCOM,
Newgen Software is an ISO9001:2000, ISO 27001 certified and
CMM Level 4 company.

48. 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
CompanyLimited (FICCL) for Excellence in Business Process
Management (BPM) andWorkflow with Newgen Software‘s BPM
solutions. The company has bagged theaward for the Pacific Rim
region.
This Awards for Excellence in BPM and Workflow recognizes user
organizationsthat have demonstrably excelled in implementing
innovative business processsolutions to meet strategic business
objectives. The awards are given for fivegeographical regions:
Europe, Middle East Africa, North America, PacificRim, and South &
Central America with each region receiving one Gold and oneSilver
Award.
Findings of the Study
From the above study it is clear that 62% of the respondents
havetaken loan under Parivaar scheme and only 38% taken loan
underVyapaar scheme. Therefore it shows that Fullerton India is
favorablein short term loan segment which is provided by Fullerton
India underParivaar scheme and especially for salaried individual.
From the abovestudy it is clear that majority of the respondents got

49. aware of differentloan scheme provided by Fullerton India through
News paper.
Therefore company is require to advertise its schemes more
frequentlyin Newspaper which will help company in getting more
newcustomers.
The above study depicts that most of the respondents availed loan of
amount ranging from Rs. 2 - 5 Lakh. Therefore, if Fullerton
Indiaintroduce more scheme under this range to meet the different
demand of customers.
The above study depicts that mostly the respondents preferred
theloan having repayment period from 2-5. Therefore the company
needs
to add some more benefits to the long term period loan so that
thedemand of long term loan will increase which increase the profit
ofcompany, because as the repayment period is long than the source
ofincome (Interest) is sustain for long period.
Most of the people are satisfied with the rate of interest charged
andby Fullerton India.
Fullerton India mostly disbursed loan as secured loan, this
willprovide the safety and it will avoid the increasing number of Non-
performing asset and bad debts.
Customers are the main source of new ideas, and thus their
suggestions are vital for every Company. From the above figure it
isclear that majority of the respondents are satisfied with the services
oftheir present bank so they do not want any change in the rate of

50. interestand services, but no one can satisfy everyone at same time,
Fullertonhaving respondents who are not satisfied with rate of interest
andservices of Fullerton India.

51. SUGGESTION
The following suggestions have been formulated on the basis of
above study. Theseset of suggestions might help the Fullerton India to
improve the quality of serviceregarding loan provisions and
simultaneously these suggestions help the FullertonIndia to tackle the
competition prevailing in the market, thereby achieving successin the
future.
Firstly Fullerton India should create awareness among the common
public about the 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 andservices provided by Fullerton India. This would help to
change theattitude of the people regarding the Fullerton India.
The interest rates should be regularly revised in order to attract
more andmore customer. Some new plans should be introduced
regularly to caterthe special needs of customer which provides them
more offerings andbenefits.
New strategies should be made by the company which enables them
toface the competition with other private leading Non-Banking
Financialcompanies.
The Company needs to focus more on providing value added
services to itscustomer. This will create Brand loyalty among
customer which indirectlyattract more and more customer because a
satisfied customer will alwaysbring two more new customers.

52. The management of company should be more efficient which
enables inquick processing of the task regarding loans disbursement
and loancollection, this will enable efficiency in the working capital
cycle of thecompany.
There should be customer relationship management concept in the
Company which help the company to understand the special need
ofCustomer. Accordingly company formulate schemes should be
maintained.
The Fullerton India need to concentrate on new target market
byexpanding its business through introducing new loan schemes
andservices. Currently the company is proving loans under main two
categoryi.e. Parivaar and Vyapaar so, it looks limited. Therefore the
company needsto introduce new schemes to enter in to new target
market.

53. References
 http://www.emeraldinsight.com/10.1108/02652320010315325
 http://www.emeraldinsight.com/10.1108/10610429610119469
 http://www.emeraldinsight.com/10.1108/08944310510556982
 http://www.emeraldinsight.com/10.1108/08876040410536495
 http://www.emeraldinsight.com/10.1108/02634500410525841
 http://www.emeraldinsight.com/10.1108/09604529610120294
 www.fullertonindia.com/
 www.fullertonindia.com/index.php?option=com_facileforms
&Itemid=225

54. Annexure:
Fullerton India Credit adopts Newgen’s BPM solution
Newgen Software Technologies Limited announced the successful
implementation ofits BPM solution (based on Newgen OmniFlow™)
at Fullerton India Credit CompanyLimited (FICCL)..
CJ: Charu, 19 Oct 2007 Views: 3306
NEWGEN SOFTWARE Technologies Limited, a market leader in
BusinessProcess Management (BPM) and Enterprise Content
Management (ECM), withimpeccable track record of implementing
mission-critical workflow and documentimaging solutions,
announced the successful implementation of its BPM solution(based
on Newgen OmniFlow™) at Fullerton India Credit Company
Limited(FICCL). FICCL, one of the largest capitalizedNon-Banking
Finance Companies
(NBFC) in the country has taken a steep target of setting up a total of
500 branchesin the country by the end of 2007 (Till now, the
company has set up over 350branches).
Speaking of Newgen‘s solution that has helped the FICCL in gearing
up to meet itstargets, Pramod Krishnamurthy, executive vice
president, technology, FICCL said,―One of the key factors that has
accounted for Fullerton India‘s rapid growth andramping up of
operations is the excellent support provided by the Newgen team.
Their state of the art workflow routing and imaging system
(OmniFlow) has metour dynamic requirements very well; it has

55. enabled us to provide high level ofcustomer service internally and
externally. We look forward to a continued long-termassociation with
them as a valuable partner in our growth.‖
Newgen‘s implementation at FICCL covers the entire gamut of
processes includingloan origination and booking, collections and
prospect tracking, loan against goldand early warning processes.
FICCL currently has more than 350 branches acrossthe country.
Number of concurrent users (users across the branches who can
besimultaneously logged into the system), which is already over 900,
is expected togrow 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 ourobjective to be an end-to-end BPM solution provider,
our solution has offeredFICCL continuous process improvement,
rapid results, visibility and control. Withthis implementation, we are
glad to support FICCL in reaching its steep targetsand establishing a
strengthened network in India.‖
Newgen OmniFlow™ 5.0 is a platform independent, scalable BPM
solution thatenables automation of organizational business processes.
It is a complete softwaresolution to design, deploy, modify, monitor
and manage business processes,involving minimal programming
effort, and is easily deployable thereby enablingenterprises to
streamline their business processes for greater efficiencies. Builtusing
open technologies Newgen OmniFlow™ has seamless integration

56. abilitiesallowing it 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
FullertonFinancial Holdings, Singapore, is the fastest growing
financial services company inIndia with an equity capital base of
US$150 million (Rs 7 billion). The company follows a relationship
led, community based business model with close proximityand
engagement with the customer to effectively reach out to them. In a
short spanof time the company has disbursed over 1800 crore rupees,
opened more than 400branches spread across 150 locations and has
more than 8000 employees on itsrolls.
About Newgen Software
Newgen Software Technologies Limited is a market leader in
Business ProcessManagement (BPM) and Enterprise Content
Management (ECM), withimpeccable track record of implementing
mission-critical workflow and documentimaging solutions. We have a
global footprint, with an installation base of morethan 700 customers
in over 25 countries. More than 40 of our customers are
GlobalFortune 500 companies. Having domain expertise in industry
verticals such as

57. Banking, Financial Services, Insurance, BPO, Telecom, e-Governance
andmanufacturing among others, we are known as one of the fastest
implementers ofBPM solutions in the world.
The sales and support offices span across major cities in Asia, North
America,Europe, Africa and the Middle East.
Winner of several awards such as ‗Frost and Sullivan‘s Market
Leadership Awardfor Document Management and Workflow
Software & Services for 2006‘ and ‗Distinguished Application
Product Company‘ by NASSCOM, Newgen Software isan ISO
9001:2000 certified and CMM Level 4 company.

58. Questionnaire
(Customer’s)
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 □

59. 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 □

60. 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 loanfrom Fullerton India?

61. 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 □
e. Poor □
Thank You…