6248490 Summer Training Project Report on India Bulls Tarun

7/29/2019 6248490 Summer Training Project Report on India Bulls Tarun

1/43

Come in ACKNOWLEDGMENT

The satisfaction Euphoria that accompany the successful completion of any

work would be incomplete unless we mention the name of the person, who made

it possible, who constant guidance and encouragement served as a beckon of

light and crowned our efforts with success. I consider it a privilege to express

through the pages of this report, a few words of gratitude and respect to those

who guided and inspired in the completion of this project.

I am deeply indebted to Mr. Vineet Bhandawat (Branch Manager) for

giving me the opportunity to undergo my project in their esteemed organization

and the their timely suggestions & Valuable guidance. I also want togive thanks

to Mr. Hemant Arora (Sr. Sales Manager) Mr.Manish Gandhi (Sr.

Relationship Manager) and Mr. Sanjay Panwar (Business Development

Manager). They constantly encouraged me and showed the right path from day

first till the completion of my project.

I had visited almost all markets of Jodhpur and collected information of the

project. I have also done promotional activities under the constant guidance of

my project guide.

In the last but not the least, my grateful appreciation is also extended toMr. Mukesh Mandan (Administrative Head), Mr. Vishal M. Thomas (Placement

Officer) and Mr. Sidharth Jain (Faculty-Financial Management) my thanks to all

my faculties members, Parents and friends.

However, I accept the sole responsibility for any possible errors of

omission and would be extremely grateful to the readers of this project report if

they bring such mistakes to my notice.

TARUNKULSHRESTHA

Indiabulls FMS-IRM1


2/43

PREFACE

The PGDBM curriculum is so designed that student get enough practical

knowledge of business world which helps them to explore their skills in the

corporate world in future.

The PGDBM training helps the students to understand and gain

knowledge about the industry and market environment. It develops skills of

analyzing and interpreting problems through application of concepts and

techniques of management.

Trainee did a project for Indiabulls in Jodhpur City. The study

consists of the following chapters.

Introduction of Indiabulls

Study of products of Indiabulls

Analysis of client Satisfaction

Conclusion

Indiabulls FMS-IRM2


3/43

DECLARATION

I, Mr. CHANDER PRKASH , a student of FMS- Institute of Rural

Management, Jodhpur, here by declare that this project is the record of

authentic work carried out by me during the academic year 2005-2007 and has

not been submitted to any other university or Institute towards the award of any

degree.

An attempt has been made by me to provide all relevant and importantdetails regarding the topic to support the theoretical edifice with concrete

research evidence. This will be helpful to clean the fog surrounding the various

aspect of the topic.

I hope that this project will be beneficial for the Organization.

Place: Jodhpur (TARUN KULSHRESTHA)

Date: June FMS- IRM, Jodhpur

Indiabulls FMS-IRM3


4/43

Indiabulls FMS-IRM4


5/43

Indiabulls FMS-IRM5


6/43

Indiabulls FMS-IRM6


7/43

PROJECT PROFILE

Project Profile: -

Marketing Strategies Of Indiabulls

Objectives Of study: -

To Understand and analyse the marketing strategies of

indiabulls.

To understand and analyse online trading at indiabulls.

To improv the format of DSR (Daily Sales Report)

Methodology Adopted: -

The methodology adopted for the present study was focus

discussion, interview and close observation through in-house study. Since the

project is based on action research it was necessary to build rapport to collect

maximum information from the Client. Hence the research spent considerable

time with the people who reside in nearby encompassing city. The main focuswas to do with the assessing the satisfaction level of investors and explore the

possibility of more sound arrangement of disseminating outlook information

system.

Indiabulls FMS-IRM7


8/43

Marketing Research

WHAT IS MARKETING RESEARCH ?

Marketing research is the function which likes the consumers,customers & public t the marketer through information which is used to identify

& define marketing opportunities & problems, generate, refine & evaluate

marketing action; monitor marketing performances & improve understanding of

marketing as a process.

TYPES OF MARKETING RESEARCHOn the basis of fundamental objectives of the research, marketing

research projects are classified into two branches:

Exploratory Research

Conclusive Research

EXPLORATORY RESEARCH:

It seeks to discover new relationships. Allmarketing research projects start with it. This is a preliminary phase & is

absolutely essential in order to obtain a proper definition of problems at hand.

The major emphasis is on the discovery of ideas & insight .

Exploratory research looks for hypothesis in well-established fields of study.

Hypothesis usually comes from ideas developed in previous researches or are

delivered from theory. Hypothesis is tentative answer to the question that serves

as guide for most of the research projects.

CONCLUSIVE RESEARCH:

Indiabulls FMS-IRM8


9/43

Conclusive research provides information that helps the executive so that he can

make a rational decision. This study has done well while attempting to arrive at a

more clear description of an apparent problem.

Data Collection

Primary data: - which is collected by new research called primary data.

Personal Interview

Close observation

Survey conduction Group Discussion

Secondary data: - already existing data is called secondary data. I collected

them by following method

Internet

Books

Indiabulls FMS-IRM9


10/43

INTRODUCTION: -

Indiabulls FMS-IRM10


11/43

Indiabulls Financial Services Limited was incorporated on January 10,

2000 as M/s Orbis Infotech Private Limited at New Delhi under the

Companies Act, 1956 with Registration No. 55 - 103183. The name of

Company was changed to M/s. Indiabulls Financial Services PrivateLimited on March 16, 2001 due to change in the main objects of the

Company from Infotech business to Investment & Financial Services

business. It became a Public Limited Company on February 27, 2004 and

the name of Company was changed to M/s. Indiabulls Financial Services

Limited. And Now this company has achieved milestone by voted as

The Youngest Company of the year in ET500

Indiabulls Financial Services Ltd is a public company and listed on the

National Stock Exchange, Bombay Stock Exchange, Luxembourg Stock

Exchange and London Stock Exchange. The market capitalization of

Indiabulls is approx US $ 800 million, and the consolidated net worth of

the company is approx US $ 400 million. Indiabulls and its group

companies have attracted US $ 300 million of equity capital in Foreign

Direct Investment (FDI) since March 2000.

Indiabulls ranks at 82nd position in the list ofmost valuable companies

in India. Indiabulls is promoted by three engineers from the Indian Institute

of Technology (IIT) Delhi. Foreign Institutional Investors (FIIs) and foreign

funds hold over 60 percent shareholding of Indiabulls. Some of the large

shareholders of Indiabulls are the largest financial institutions of the world

such as Fidelity Funds, Capital International, Goldman Sachs, Merrill

Lynch, Lloyd George and Farallon Capital. There are approximately over

40,000 shareholders of the company.

Indiabulls Financial Services is a retail financial services company

providing a diverse array of financial products and services, through its



12/43

nationwide network of over 300 Indiabulls offices, and services over

2,50,000 clients spread across 110 cities in India. Indiabulls, along with

its subsidiary companies, offer consumer loans, brokerage and depository

services, personal loans, home loans and other financial products andservices to the retail markets.

Indiabulls, which has a workforce of over10,000 full time employees, reported

US $ 60 million in Profit Before Tax and US $ 45 million in Net Profit for the first

nine months of the current financial year.

Philosophy: -

Indiabulls has created a unique organization that is designed for you the Smart

Investor . it passionately believe in the Smart Investor who wants to make his

own educated investment choices and demands world class access to a full

range of services and products ranging from Equities to Insurance, combined

with the highest level of integrity, service and professionalism.

Indiabulls is a full service investment firm offering clients access to a tremendous

range of financial services from 135 locations across 95 cities. We have a strong

team of over 1000 Client Relationship Managers focussed on serving customers

unique needs. Our world class infrastructure, built with tens of crores of

investment, provides our clients with real-time service, multi-channel & 24/7

access to all information and products. As we've expanded and developed to

serve the needs of all kinds of investors, we've been guided by one underlying

philosophy: You come first.

We are proud to introduce to you Indiabulls Professional NetworkTMthat offers

real-time prices, equity analysis, detailed data and news, intelligent analytics, and



13/43

electronic trading capabilities, right at your finger-tips. This powerful technology is

complemented by our knowledgeable and customer focussed Relationship

Managers who are available to help with your financial planning and investment

needs.

About Founders: -

The fast paced growth, diversification and consolidation of

the Group has been possible due to the vision and leadership of the co-

founders of Indiabulls.

Sameer Gehlaut is the Chairman, CEO and Whole Time Director ofIndiabulls. Sameer is an engineer from IIT, Delhi (1995) and has worked

internationally with Halliburton in its international services business in

1995. He has utilized his experience with the international best practices

and professional work culture at Halliburton to lead Indiabulls successfully.

Rajiv Rattan is the President, CFO and Whole Time Director of Indiabulls.

Rajiv is an engineer from IIT, Delhi (1994) and has rich experience in theoil industry, having worked extensively across the globe in highly

responsible assignments with Schlumberger. Rajiv has managed remote

exploration projects providing evaluation services for different clients in

India as well as abroad.

Saurabh Mittal is a Director at Indiabulls. Declared the best graduating

student in IIT, Delhi in (1995), Saurabh was also one of the engineers

selected by Schlumberger to work for its international services business

in 1995 and gained experience of working in various global locations. He

graduated as a Baker Scholar with an MBA from the Harvard Business



14/43

School. He has also developed in-depth understanding of international

financial markets.

FLAGSHIP IN OTHER SERVICES

Indiabulls


InsurancePersonal Loan

Home Loan

Real Estate

Resources Ltd.


15/43

Insurance: -

When you hear the word Insurance, the words boring and mundane

probably enter your mind.

When it comes to business, you are right up there. Taking all those split second

decisions, avoiding pitfalls and making sure your money works hard for you.

But don't you think the business of life requires just as much attention and

probably even more. That's we are proud to bring to you an offer exclusively for

you. As a part of our endeavor to provide you with world-class products and

services, Indiabulls gives you the opportunity to avail of the whole range of Birla

Sunlife Insurance Products through the Indiabulls network of 1000 Relationship

Managers over 135 locations nationwide. Which means you can take care of life,while taking care of business.

As always, we put your needs first.

Loans: -

Personal Loan: -

No questions. Only Loans.

No matter where you work, or how much you earn, we offer you the shortest

route to a loan with minimum paperwork and procedures. With Indiabulls Fast

Loans, you can avail of easy loans for a minimum of Rs.10,000 to a maximum

amount of Rs.1,00,000.

Flexible loan tenor of up to 4 years (i.e. 1 month to 48 months).

Loans available from a minimum of Rs.10, 000 up to a maximum of

Rs.100,000.

Easy monthly repayment through equated monthly installments (EMI).

Easy documentation and quick disbursal



16/43

Home Loan: -

Indiabulls has commenced lending of Mortgage Loans to prospective customers

under the flagship of Indiabulls Housing Finance Ltd. Here we enable home-

seekers to access finance to buy, build, rent or improve their homes. We also

provide plot loans, Loan against Residential, Commercial and Rental Property,

thereby enabling the borrower to leverage the property owned to fund any

legitimate needs be it Business Expansion, Child's Education, Child's Marriage or

for holiday abroad.

Real Estate: -

Through its group companies, Indiabulls is also engaged in real estate

development. The group companies recently made winning bids for the Jupiter

and Elphinstone Mills in Mumbai in an auction carried out by the National Textiles

Corporation (NTC), a Government of India undertaking. The company will now

develop modern commercial complexes in the heart of Mumbai - the financialcapital of India. Indiabulls' foreign partner, Farallon Capital made the first real

estate related FDI investment in Indiabulls Properties Pvt. Ltd to buy Jupiter Mills

immediately after the new FDI guidelines were introduced by the Government of

India for real estate development in March 2005.

Indiabulls Resources Ltd: -

Indiabulls Resources Ltd, a 100 per cent subsidiary of Indiabulls Financial

Services Ltd., has been established with the objective of evolving as an

independent oil company over time. Our immediate short-term goal is to partner

with oil companies who are willing to come to India and bid in the current NELP-6



17/43

round. We are ready to invest along with such companies for exploration blocks

of mutual interest.

Indiabulls has grown its business by over 100% CAGR since inception. The

growth of Indiabulls in a highly competitive market is a testimony of its

quality services.

Highlights of Financial Condition of Indiabulls

Indiabulls reports fiscal 2006 revenues of Rs. 613.15 crores, YoY growth of

264%,and profits of Rs 253.36 crores, YoY growth of 347%

New Delhi, India - April 24, 2006

Highlights

Consolidated results for the quarter ended March 31, 2006

Income was Rs. 195.5 crore for the fourth quarter ended March 31, 2006; YoY

growth was

179%

Net profit after tax was Rs. 80.38 crore for the fourth quarter ended March 31,

2006; YoY

growth was 236%



18/43

0.014.06

5.10

19.35

56.71

80.38

0

10

20

30

40

50

60

70

80

90

Rs.

2001 2002 2003 2004 2005 2006

YEARS

NET PROFIT (In Crores)

Earnings per share increased to Rs. 4.63 from Rs. 2.02 for the corresponding

quarter in the

previous year; YoY growth was 129%

Consolidated results for the year ended March 31, 2006

Income was Rs. 613.15 crore for the year ended March 31, 2006; YoY growth

was 264%

Net profit after tax was Rs. 253.36 crore for the year ended March 31, 2006;

YoY growth

was 347%

Earnings per share increased to Rs. 15.61 from Rs. 5.10 in the previous year;

YoY growth

was 206%

Others

Total customers in the Securities Business increased to over 236,000

customers



19/43

10,069 employees spread over 306 offices in 113 cities as on March 31, 2006

for Indiabulls

Financial Services Limited and its group companies

On behalf ofMr. L N Mittal, LNMIIVL paid Rs 89.16 crores to buy 8.2% stake

of Indiabulls

Credit Services Limited valuing the business at over Rs. 1,100 crores.

Board Of Directors: -

Indiabulls FMS-IRM

S.No Name Designation

1 Mr.Sameer Gehlaut Chairman & Wholetime Director

2 Mr.Shamsher Singh Director

3 Mr.Aishwarya Katoch Director

4 Mr.Kartar Singh Gulia Director

5 Mr.Gagan Banga Director

6 Mr.Saurabh K Mittal Director

7 Mr.Karan Singh Director

8 Mr.Rajiv Rattan Whole Time Director

19


20/43



21/43

History of Capital Market

The capital Market consists of two market.

1. Primary Market

2. Secondary Market

Primary market: -

Primary market deals with the issue if new instrument by the corporate sector

such as equity share, preference share and debt instrument. Central and State

govts. , Various public industrial units (PSUs), statutory and authority such as

state electricity boards and port trusts also issue bonds/debt instruments. Offer

for subscription to securities is made to investing community.

There are several majors players in primary market. These include

the merchant bankers, mutual funds, financial institutions, foreign institutional

investors (FIIs) and individual investors.

Secondary market: -

The secondary market or stock exchange is a market for trading and settlement

of securities that have already been issued. The investors is holding securities

sell securities through registered brokers/sub brokers of the stock exchange.

Investors who are desirous of buying securities purchase securities through

registered brokers/sub brokers of the exchange . It may have a physical location

like a stock exchange or a trading floor. Since 1995, trading in securities is

screen based and Internet based trading has also made an appearance in India.

In secondary market there are the stock exchanges, stock

brokers (who are members of the stock exchanges) , the mutual funds , financial

institutions, foreign institutional investors (FIIs), and individual Investors



22/43

Securities and Exchange Board of India (SEBI): -

With the objective of improving market efficiency, enhancing transparency,

checking unfair trade practice and bringing the Indian market up to international

slandered, a package of reforms consisting of measures to liberalise, regulate

and develop the securities market was introduced during the 1990s. This has

changed corporate securities market beyond recognition in this decade. The

practice of allocation of resources among different competing entities as well as

its terms by a central authority was discontinued. The secondary market

overcome the geographical barriers by moving to screen based trading

National Stock Exchange (NSE): -

The National Stock Exchange commenced its operational in 1994 as a first step

in reforming the securities market through improve technology and introduction of

best practices in management. It started with the concept of an independent

governing body without any broker representation thus ensuring that the

operators interests were not allowed to dominate the governance of the

exchange.

Depository System: -Before the NSE was setup, securities (Shares) were in physical form. The

transfer was by physical movement of papers. There had to be a physical

delivery of securities a process fraught with delays and resultant risk. The second

aspect of the settlement relates to transfer of shares in favour of the purchaser

by the company. The system of transfer of ownership was grossly inefficient as

every transfer involves physical movement of paper securities to the issuer for

registration, with the change of ownership being evidenced by an endorsement

on the security certificate in many cases the process of transfer would much

longer than the two months stipulated in the Company Act, and a significance

proportion of transaction would end up as bad delivery due to faulty compliance

of paper work, Theft, forgery, mutilation of certificates of a security. All this added



23/43

to cost and delays in settlement, restricted liquidity and made investors grievance

redressal time consuming and, at time, intractable.

To obviate these problems, the Depositories Act, 1996 was passed. It provide

for the establishment of depositories in securities with the objective of ensuring

free transferability of securities with speed, accuracy and security. It does so by

1. Making securities of public limited companies freely transferable, subject

to certain exception.

2. Dematerialising the securities in the depository mode.

3. Providing for maintenance of ownership records in a book entry form.

Two depositories, viz., NSDL and CDSL, have come up to provide instantaneous

electronic transfer of securities.

The NSE introduce screen based trading system (SBTS) where a member can

punch in to the computer the quantities of shares and the prices at which he

wants to transact. The transaction execute as soon as quote punched by a

trading member finds a matching sale or buys quote from counter party. SBTS

electronically matches the buyer and seller in an order driven system or finds the

customer the best price available in a quote driven system, and hence cuts down

on time , cost and risk of errors as well as on the chances of fraud.

Trade Transaction: -

An Investor can get in two types of trade transaction i.e.

1. Intraday Trade

2. Delivery Trade

Intraday trade: - In this type of trading an investor can buy any share during the

trading session but he has to sell this share before 3 P.M. otherwise the software

of Indiabulls will sell it automatically.

Delivery Trade: - In delivery Trade Investor buy any share during the trading

session but he is no more bound sell it on same day. It is basically for investment

purpose he can sell his share whenever he wants.



24/43



25/43

Indiabulls IN JODHPUR

HDFC Bank started with its services on 1st July. It provides best banking and

financial services to the people.The Branch manager of the bank Mr. Vineet Bhandavet along with his

hard working staff has brought HDFC Bank at the heights, in Jodhpur.

ORGANIZATION STRUCTURE

Branch Manager

Senior Manager Sales

Manager Sales

Senior Relationship Manager Business Development Manager

(SRM) (BDM)

Relationship Manager Business Development Executive

(RM) (BDE)

Associate Relationship Manager

(ARM)

Dealer



26/43

Branch in Jodhpur

Area: Jodhpur

Address: K.P. Tower, Opp. Kohinoor Cinema,

4th Chopasani Road,

Jodhpur (Raj.) 342008

Tel.: (0291) 5102929, 5101188,

(0291) 5101500

BSE Yes

NSE Yes

Weekday: Monday to Friday: 9.00 06.30

Weekend: Saturday: 9.30 06 .30

Week Off: Sunday



27/43



28/43

Offerings

Indiabulls offers two products: - Get More At Indiabulls.

1. NIB - Normal Indiabulls

2. PIB - Power Indiabulls

NIB Normal Indiabulls: -

A multitude of ways to access your account either through priority access

to Relationship Manager over phone OR online access to your Account &

Research Tools.

Enjoy priority telephone access that gives you direct access to your Relationship

Manager.

Stay on the top of your investments with a snapshot of your Account Statements.

Get access to Portfolio statement and access to digital contract notes.

PIB Power Indiabulls: -

Trading just got faster

It is advance trading software which great deals of versatility even at low bandwidth assuring speed and total functionality ensuring speed and total functioning

of a brokers terminal. An active trader market execute traders and get

confirmation of the some computers terminal need to be 128 Bits Encrypted

(Supported by explorer version 5 and above)



29/43

Regardless of how the market is performing or which way the

economic winds are blowing as traders, are researching, charting, crafting a

strategy, buying and selling. Investors are getting in, getting out and moving on to

the next trade. Choose from a comprehensive offering of accounts, platform and

product. Customize technology and services to support the way of work.

Choose from a broad spectrum of sophisticated trading tools using a fast

desktop Trading Software. -Trading just got faster.

Features of PIB:

Live Streaming Quotes Fast Order Entry Tic by Tic Live Charts Technical Analysis Live News and Alerts

Extensive Reports for Real-time Accounting



30/43

Indiabulls: A Cut Above The Rest

Service Industry is base on differentiation of the product and service Indiabulls is

different from its competitors because of following reason

Internal Marketing: -

is to train and motivate employees to serve customers. The selection,

training and motivation of the employees will make a huge difference in

customer satisfaction.

In Indiabulls the employees are well trained and motivated to

work and they work dedicatly. Because Indiabulls know that employees

attitude will promote stronger customer loyalty. Indiabulls designed a sound

training programme and support and rewards for good performance. They

can use Internet, internal newsletters, daily remainders, and employee

roundtables to reinforce customer-centered attitude.

External Marketing: -

Describe the normal work to prepare, price, distribute and promote the

service to customers. Its is mainly for customers to provide better service for

this purpose Indiabulls is providing following unique services to his

customers: -

1. Relationship Managers who are dedicated to supporting

customers trading and investing needs. They always keep in touch

with client and they give various tips to client by which he caninvest in good stocks.

2. Dealers everyday give confirmations of the clients whole day

trading in the evening after signing out from the Market.



31/43

Company

Internal External

Marketing Marketing

Employees Interactive MarketingCustomers

Indiabullsis providing Funding for trading to its client on nominal rates of

interest i.e. on 18% limit of funding is as follow

Delivery- for delivery trading Indiabulls providing 2 times funding

Intraday- for this type of trading Indiabulls is proving 8 times

funding without charging any interest.

Indiabulls Equity Analysis Indiabulls provide an analysis of more than

540 companies it include current and future planning of various companies

but this service is optional for client.

Building and maintaining customers ideal portfolio

demands objective, dependable information. Indiabulls Equity Analysis

helps satisfy that need by rating stocks based on carefully selected, fact-

based measures. And because we're not focused on investment banking,


Indiabulls


32/43

Indiabulls don't have the same conflicts of interest as traditional brokerage

firms. This objectivity is an important difference in our ratings.

The Indiabulls Equity Analysis model attempts to gauge investor

expectations, since stock prices tend to move in the same direction as

changes in investor expectations.

Stocks with low and potentially improving investor expectations tend to

receive A or B ratings

Stocks with high and potentially falling investor expectations tend to

receive D or E ratings

Over the next 12 months, A-rated stocks have a return outlook of strongly

outperforming the market while E-rated stocks have a return outlook of

strongly under performing the market. Find out more about using

Indiabulls Equity Analysis

In todays scenario when all services are going to be online or in

electronic form Indiabulls is creating awareness of online trading that

client can trade from anywhere from the World.

Risk management team of Indiabulls taking care of client portfolio and

whenever the value of his portfolio will go decrease by 30% client always

informed by his Relationship Manager.

Indiabulls is providing a software called Power Indiabulls as describe

above if a client have his own PC and Internet then he can trade from his

home or office.

In Indiabulls possibility of auction is very less because of large client

base, so he can sell shares anytime.

http://indiabulls.com/new_layout/http://indiabulls.com/new_layout/http://indiabulls.com/new_layout/http://indiabulls.com/new_layout/


33/43

Depository Services: -

Whatever your individual goals, we can help.

Indiabulls is a depository participant with the National Securities

Depository Limited and Central Depository Services (India) Limited for

trading and settlement of dematerialised shares. Indiabulls performs

clearing services for all securities transactions through its accounts.

Company offer depository services to create a seamless transaction

platform execute trades through Indiabulls Securities and settle these

transactions through the Indiabulls Depository Services. Indiabulls

Depository Services is part of ourvalue added services for its clients that

create multiple interfaces with the client and provide for a solution that

takes care of all client needs

NRI Account

You can now enjoy the convenience of hassle-free and fast way of

trading in the Indian Equity Markets through Indiabulls NRI InvestorServices Our unique integrated service creates one window for all your

trading, depository and banking needs. You can buy and sell on your

computer using our NRI Trading Account Services, which have been

seamlessly integrated with your Indiabulls Depository Account and with

the HDFC NRE/NRO Bank Account.

We provide full access to the following services to help you trade

seamlessly:

Indiabulls NRI Trading Account - Provides access to comprehensive

trading tools for independent NRI investors



34/43

Indiabulls Depository Services - Integrated services for seamless

delivery

HDFC Bank Account - NRE/NRO Accounts with built in tax management

solutions and facility to source all regulatory approvals

Indiabulls Equity Analysis - Premium Research on 540+ companies

updated daily

How can Indiabulls manage its service: -


Word of mouth

communication

Personal

needs

Past Experience

Expected

Service

Perceived Service

ExternalCommunication

tocustomer

Service Delivery(including preand postcontacts)

Translationperception intoservice qualityspecification

Managementperception of

customerexpectation

GAP 5

GAP 3

GAP 2

GAP 4

MARKETER

CUSTOMER


35/43

1. Gap between customer expectation and management perception:

Management does not always correctly perceive what customer want. For

intense in Inidabulls a customer is expecting that he can buy share after

deposited require check but he has to wait for 3 days and same happen

with demand draft.

2. Gap between management perception and service quality: Management

might correctly perceive customers want but not set a performance

standard. Like a form of an account should passed away from the all

stages of processing but it mostly takes time of 10 days.

3. Gap between service quality specification and service quality: Personnel

might be poorly trained, or incapable or unwilling to meet the standard or

they may be held to conflicting standards, such as taking time to listen to

customer and serving them fast. That is happen in indiabulls.

4. Gap between service delivery and external communication: customers

expectations are affected by statement made by company representative

and ads.



36/43

5. Gap between perceived service and expected service: This gap occurs

when the customer misperceives the service quality. A client may be

perceived wrongly like in infrastructure of Inidabulls but this will solved in

new office of Indiabulls.

Promotion: -

Indiabulls is turning to marketing public relations to directly support corporate and

product promotion and image making. Because public is any group that has an

actual or potential interest in or impact on a companys ability to achieve its

objective. Indiabulls has its team relationship manager that monitors the attitudes

of organizations publics and distributes information and communications to built

goodwill. They are performing following five functions:

1. Press Relations: - They present news about the organization in the most

positive light.

2. Product Publicity: - All Relationship managers are sponsoring efforts to

publicize product offerings by Indiabulls i.e. NIB and PIB.

3. Corporate Communication: - They promoting understanding of the

organization through internal and external communications.4. Counseling: - All RMs advise management about public issues and

company positions and image during good and crises.



37/43

Indiabulls is promoting its product by advertising by following medium:

Electronic media: - By advertise its product via Television

Print media: - By various Pam plates, brochures, etc.

Canopy: - Indiabulls is now promoting its product by canopies. By

Canopies company can know the potential area of the cities and

segment of population to whom it should target. We also had

canopies in Jodhpur city in following areas

Basani Mandi

Mandor Mandi

Mehta Market

Pal Road

Basani Industrial Area

Kazri

Lic Office

Hosing Board Office

Paota

From above campaign we had good result we have come to know that public is

interested to know about Indiabulls and shares trading.

Infrastructure: - Indiabulls also try to demonstrate its service quality through

Physical Evidence and presentation. Because if we talk about online security

trading then we have to say that physical evidence will important for the company

in Indiabulls office all client come everyday and they trade but with the time

passing Indiabulls is growing and number of client increasing day by day so



38/43

space of office is not sufficient for both staff members and clients also. To

overcome this problem Indiabulls will shift in new office with and of July.

Summary: -

What a customer expect from the company:

1. Wide range of services under one roof

2. 24 hours support and ease to access3. Personalized attention

What company offers to its customers:

1. Extensive product range.

2. Enhance customer experience.

3. Personalize service through Relationship Managers.

4. Under stand local market dynamics.5. Expanding geographical and online presence.

6. Provide a wide array of services such as brokerage, depositary services,

mutual fund and equity distribution, commodities trading and consumer

loans.

7. Offer innovative products such as Power Indiabulls and Indiabulls

Signature Client Account.

8. Improve customer education through in-house equity research.

9.

9. Improve customer interface and customer experience through technology.

10.Continually invest in upgrading of systems.

1. Improve speed and quality of services.



39/43

12.Enhance data mining to improve risk management processes.


Management

perception of

customer


40/43

FORMATING OF DAILY SALES REPORT (DSR): -



41/43

I have been assigned a work to improve format of daily sales report (DSR) which

used by Business Development Executive (BDE). So I had made some changes

in it to see new format please double click on following format

Indiabulls Indiabulls securities Limited , K.P. Tower , Opp.S.No. Prospect's name & address Contact no. Occupation Source

Cold Reference

Total CallsToday

Cumulative For Month

Competitors' ActivitiesCompetitors' Activities Remarks

Some new columns introduced by me in that format these are as following:

1. Occupation: By this column we can know to which segment our BDE is

targeting whether he is using his energy in the right direction or he is

wasting his energy.

2. Existing A/C if any: If prospect have already an account in other

company then we can find out status of competitor.

3. View / suggestions: By this column BDE can ask from prospect / client

his view or suggestions regarding service of Indiabulls it may complains of

any present client of company.



42/43

4. Competitors Activity: BDE can write the activity of competitors like any

company may opening account without charging any fee and because of

this our BDE is unable to get his target

Next day contact: Here BDE can mention follow up which will done by him

next day so that he cant bluff and make fool of any one or any of his senior

can do cross checking of his call.



43/43

6248490 Summer Training Project Report on India Bulls Tarun

Documents