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REport

This document is a report on a project completed during an internship at State Bank of India. It includes an acknowledgements section thanking those who supported the internship. It then provides an abstract and table of contents for the report. The introduction section describes the background, objectives, achievements and overview of the report. The next chapter provides a profile of State Bank of India, describing its history from early banks in India in the 1800s to its current large network and role in developing India's economy.

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Prashant Mahawar
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0% found this document useful (0 votes)
78 views20 pages

REport

This document is a report on a project completed during an internship at State Bank of India. It includes an acknowledgements section thanking those who supported the internship. It then provides an abstract and table of contents for the report. The introduction section describes the background, objectives, achievements and overview of the report. The next chapter provides a profile of State Bank of India, describing its history from early banks in India in the 1800s to its current large network and role in developing India's economy.

Uploaded by

Prashant Mahawar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 20

A REPORT

On

Title of the Project in CAPITAL LETTERS

By

(The name of the student)

MBA III semester

FMS-WISDOM

Banasthali Vidyapith

Vidyapith Logo

NAME OF COMPANY WHERE TRAINING WAS UNDERTAKEN

Submitted To: Submitted To:

Name of Industry Mentor Name of Faculty Mentor

Designation, Company Name Designation, Banasthali Vidyapith

Place: Rajasthan

Session
Acknowledgement

The internship opportunity I had with State Bank of India, Jaipur was a great chance for
learning and professional development. Therefore, I consider myself as a very lucky
individual as I was provided with an opportunity to be a part of it. I am also grateful for
having a chance to meet so many wonderful people and professionals who led me through
this internship period.

It is really a matter of pleasure for me to get an opportunity to thank all the persons who
contributed directly or indirectly for the successful completion of the project report,
“How to improve on-boarding experience of CSP customers and penetration of SBI
asset products amongst CSP customers”.

I wish to express my gratitude towards Mr. Ajay Kalra, DGM PBBU, SBI LHO Jaipur
for giving me an opportunity to be a part of their esteem organization and enhance my
knowledge by granting permission to do a summer internship project.

They provided me with their assistance and support whenever needed, which has been
instrumental in completion of this project. I am thankful to them, for their support and
encouragement throughout the tenure of the project. I am thankful to M/S Ruchi Biyani,
Chief Manager PBBU (NW 2), SBI LHO Jaipur, Mr. L.R. Meena, Chief Manager
(KAM), SBI AO Jaipur, Mr. Amitanshu Shrivastav, Harsh purohit , Dean of
WISDOM, Banasthali Vidyapith and to every member of SBI for their help and
cooperation with me during this project.

Table of Contents
Training Certificate…………………………………………………………………i
Acknowledgements ...................................................................................................ii
Abstract ....................................................................................................................iii
Table of Contents ..................................................................................................... iv
List of Figures ........................................................................................................... v
1 Introduction .......................................................................................................... 1
1.1 Background and Context ............................................................................... 1
1.2 Scope and Objectives .................................................................................... 1
1.3 Achievements ................................................................................................ 1
1.4 Overview of Dissertation............................................................................... 1
2 Profile of Organization ......................................................................................... 2
3 Review of Literature ............................................................................................ 3
4 Research Methodology ........................................................................................ 4
4.1 First Section ................................................................................................... 4
4.1.1 First Subsection ........................................................................................ 4
4.1.1.1 First Subsubsection ............................................................................ 4
4.1.2 Second Subsection .................................................................................... 4
4.2 Second Section .............................................................................................. 4
5 Data Analysis ........................................................................................................ 5
6 Conclusion ............................................................................................................ 6
6.1 Summary ....................................................................................................... 6
6.2 Suggestions and Recommendations .............................................................. 6
6.3 Future Work ................................................................................................... 6
References ................................................................................................................. 7
Appendices ................................................................................................................ 8

CHAPTER I

Introduction:

The purpose of introduction is to introduce the research project to the readers. It


should contain a clear statement of the objectives of research i.e., enough background
should be given to make clear to the reader why the problem was considered worth
investigating by the student. A brief summary of other relevant research may also be
stated so that the presentstudy can be seen in that context.

CHAPTER II

Profile of the Organization:

Profile of state bank of India

The origin of the State Bank of India goes back to the first decade of the nineteenth
century with the establishment of the Bank of Calcutta in Calcutta on 2nd June 1806.
Three years later the bank received its charter and was re-designed as the Bank of Bengal
(2nd January 1809). A unique institution, it was the first joint-stock bank of British India
sponsored by the Government of Bengal. The Bank of Bombay (15th April 1840) and the
Bank of Madras (1st July 1843) followed the Bank of Bengal. These three banks
remained at the apex of modern banking in India till their amalgamation as the Imperial
Bank of India on 27th January 1921.
Into the early 1950s, the Imperial Bank grew steadily, dominating the Indian commercial
banking industry. The bank continued to build up its assets and capital base, and also
entered a new phase of national expansion. By the middle of the 1950s, the Imperial Bank
operated more than 170 branch offices, as well as 200 sub-offices. Yet the bank, like most
of the colonial government, focused primarily on the country's urban regions.

But then, India had achieved its independence from Britain. In 1951, the new government
launched its First Five Year Plan, targeting in particular the development of the country's
rural areas. The lack of a banking infrastructure in these regions led the government to
develop a state-owned banking entity to fill the gap. As part of that 67 Process, the
Imperial Bank was nationalized and then integrated with other existing government-
owned banking components. The result was the creation of the State Bank of India, in
1955.
The new state-owned bank now controlled more than one-fourth of India's total banking
industry. That position was expanded at the end of the decade, when new legislation was
passed providing for the takeover by the State Bank Of India of eight regionally based,
Government-Controlled Banks. As such the Banks of Bikaner, Jaipur, Indore, Mysore,
Patiala, Hyderabad, Saurashtra, and Travancore became subsidiaries of the State Bank Of
India. Following the 1963 merger of the Bikaner and Jaipur banks, their seven remaining
subsidiaries were converted into associate banks.

In the early 1960s, the State Bank's network already contained nearly 500 branches and
sub-offices, as well as the three original head offices inherited from the presidency bank
era. Yet the State Bank Of India now began an era of expansion, acting as a motor for
India's industrial and agricultural development that was to transform it into one of the
world's largest financial networks. Indeed, by the early 1990s, the State Bank Of India
counted nearly 15,000 branches and offices throughout India, giving it the world's single
largest branch network.

State Bank Of India played an extremely important role in developing India's rural
regions, providing the financing needed to modernize the country's agricultural industry
and develop new irrigation methods and cattle breeding techniques, and backing the
creation of dairy farming, as well as pork and poultry industries. The bank also provided
backing for the development of the country's infrastructure, particularly on a local level,
where it provided credit coverage and development assistance to villages. The
nationalization of the banking sector itself is an event that occurred in 1969 gave State
Bank Of India a new prominence as the country's leading bank.

Even as it played a primary role in the Indian government's industrial and agricultural
development policies, State Bank Of India continued to develop its commercial banking
operations. In 1972, for example, the bank began offering merchant banking services. By
the mid-1980s, the bank's merchant banking operations had grown sufficiently to support
the creation of a dedicated subsidiary, State Bank Of India Capital Markets, in 1986. The
following year, the company launched another subsidiary, SBI Home Finance, in
collaboration with the Housing Development Finance Corporation. Then in the early
1990s, State Bank Of India added subsidiaries SBI Factors and Commercial Services, and
then launched institutional investor services.
VISION- BE THE BANK OF CHOICE FOR A TRANSFORMING INDIA

MISSION- COMMITTED TO PROVIDING SIMPLE, RESPONSIVE AND


INNOVATIVE FINANCIAL SOLUTIONS

VALUES- SERVICE, TRANSPARENCY, ETHICS, POLITENESS,


SUSTAINABILITY

TRANSFORMATION JOURNEY OF STATE BANK OF INDIA

The State Bank of India is the country’s oldest Bank and a premier in terms of balance
sheet size, number of branches, market capitalization and profits. It is today going
through a momentous phase of Change and Transformation – the two hundred year old
Public sector behemoth is today stirring out of its Public Sector legacy and moving with
agility to give the Private and Foreign Banks a run for their money. The bank is entering
into many new businesses with strategic tie ups – Pension Funds, General Insurance,
Custodial Services, Private Equity, Mobile Banking, Point of Sale Merchant Acquisition,
Advisory Services, structured products etc – each one of these initiatives having a huge
potential for growth.

The Bank is forging ahead with cutting edge technology and innovative new banking
models, to expand its Rural Banking base, looking at the vast untapped potential in the
hinterland and proposes to cover 100,000 villages in the next two years.

It is also focusing at the top end of the market, on whole sale banking capabilities to
provide India’s growing mid / large Corporate with a complete array of products and
services. It is consolidating its global treasury operations and entering into structured
products and derivative instruments. Today, the Bank is the largest provider of
infrastructure debt and the largest arranger of external commercial borrowings in the
country. It is the only Indian bank to feature in the Fortune 500 list The Bank is 69
Changing outdated front and back end processes to modern customer friendly processes
to help improve the total customer experience. With about 8500 of its own 10000
branches and another 5100 branches of its Associate Banks already networked, today it
offers the largest banking network to the Indian customer. The Bank is also in the process
of providing complete payment solution to its clientele with its over 8500 ATMs, and
other electronic channels such as Internet banking, debit cards, mobile banking, etc.

With four national level Apex Training Colleges and 54 learning Centers spread all over
the country the Bank is continuously engaged in skill enhancement of its employees.
Some of the training programmes are attended by bankers from banks in other countries.

The State Bank Of India is also looking at opportunities to grow in size in India as well as
internationally. It presently has 82 foreign offices in 32 countries across the globe. It has
also 7 Subsidiaries in India – State Bank Of India Capital Markets, SBICAP Securities,
SBI DFHI, State Bank Of India Factors, State Bank Of India Life and State Bank Of India
Cards – forming a formidable group in the Indian Banking scenario. It is in the process of
raising capital for its growth and also consolidating its various holdings.
Throughout all these changes, the Bank is also attempting to change old mindsets,
attitudes and take all employees together on this exciting road to Transformation. In a
recently concluded mass internal communication programme termed ‘Parivartan’ the
Bank rolled out over 3300 two day workshops across the country and covered over
1,30,000 employees in a period of 100 days using about 400 Trainers, to drive home the
message of Change and inclusiveness. The workshops fired the imagination of the
employees with some other banks in India as well as other Public Sector Organizations
seeking to emulate the programme.

Competitors in the 21st Century

State Bank Of India was allowed to dominate the Indian banking sector for more than two
decades. In the early 1990s, the Indian Government kicked off a series of reforms aimed
at deregulating the banking and financial industries. State Bank Of India was now forced
to brace itself for the arrival of a new wave of competitors eager to enter the fast-growing
Indian economy's commercial banking sector. Yet years as a Government-run institution
had left State Bank Of India bloated--the civil-servant status of its employees had
encouraged its payroll to swell to more than 230,000. The bureaucratic nature of the
bank's management left little room for personal initiative, nor incentive for controlling
costs.

The bank also had been encouraged to increase its branch network, with little concern for
profitability. As former Chairman Dipankar Baku told the Banker in the early 1990s: "In
the aftermath of bank nationalization everyone lost sight of the fact that banks had to be
profitable. Banking was more to do with social policy and perhaps that was relevant at the
time. For the last two decades the emphasis was on physical expansion."

The implementation of new technology helped the bank achieve strong profit gains into
the early years of the new century. State Bank Of India also adopted new human
resources and retirement policies, helping trim its payroll by some 20,000, almost entirely
through voluntary retirement in a country where joblessness remained a decided problem.

In Nepal, State Bank Of India owns 50% of Nepal State Bank Of India Bank, which has
branches throughout the country. In Moscow, State Bank Of India owns 60% of
Commercial Bank of India, with Canara Bank owning the rest. In Indonesia, it owns
76% of PT Bank Indo Monex. The State Bank of India already has a branch in Shanghai
and plans to open one in Tianjin.
In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it acquired
for US $8 million in October 2005.

Rewards and recognitions

1.Best Transaction Bank in India by “The Asian Banker” for the second time in a row.

2.”The Best Trade Finance Bank (India)-2019” for the eighth consecutive year by Global
Finance Magazine.

3.“Green Bond Pioneer Award” for being the largest new emerging markets Certified
Climate Bond issuer of 2018 by Climate Bond Initiative.
4.‘Best MSME Bank Award-Large bank’ by CIMSME.

5.YONO, our digital initiative, won the “Mobile Banking Initiative of the Year - India”
at the Asian Banking and Finance Retail Banking Awards, Singapore and ET BFSI
Innovation Awards.

6.At the Asian Banker Financial Technology Innovation Awards 2018 SBI received
awards in a number of categories including The Risk Data and Analytics Technology
Implementation of the Year for OFSAA.

DIFFERENT PRODUCTS OF SBI:

DEPOSIT LOANS CARDS DIFFERENT


CREDIT CARDS
 Savings  Home  Consumer  SBI
Account Loans Cards International
cards

 Life Plus  Loan  Credit Card  SBI Gold cards


Senior Citizens Against
Savings Property
Account

 Fixed  Personal  Travel Card  SBI Gold


Deposits Loans Master cards

 Security  Car Loan  Debit Cards  Your City Your


Deposits Cards

 Recurring  Loans  Commercial


Deposits against Cards
Securities

 Tax-Saver  Two  Corporate  Partnership


Fixed Deposit Wheeler Cards Cards

 Salary Account  Pre-approved  Prepaid Card 


Loans

 Advantage  Retail Asset  Purchase Card  SBI Employee


Woman Cards
Savings Account

 Rural Savings  Farmer  Distribution


Account Finance Cards

 People's Savings  Business  Business Card  SBI Advantage


Account Installment Cards
Loans

 Freedom  Flexi Cash  Merchant


Savings Account Services

COMPETITORS

Competitors and other players in the field:-

Top Performing Public Sector Banks

Andhra Bank
Allahabad Bank
Punjab National Bank
Dena Bank

Vijaya Bank

Top Performing Private Sector Banks

HDFC Bank

ICICI Bank

AXIS Bank

Kotak Mahindra Bank

Centurion Bank of Punjab

Top Performing Foreign Banks

Citibank

Standard Chartered
HSBC Bank

ABN AMRO Bank

American Express

Strength/ Opportunities:

The growth for SBI in the coming years is likely to be fueled by the following factors:

• Continued effort to increase low cost deposit would ensure improvement in NIMs and
hence earnings.

• Growing retail & SMEs thrust would lead to higher business growth.

• Strong economic growth would generate higher demand for funds pursuant to higher
corporate demand for credit on account of capacity expansion.

Weakness/ Threats:

The risks that could ensue to SBI in time to come are as under:

• SBI is currently operating at a lowest CAR. Insufficient capital may restrict the growth
prospects of the bank going forward.

• Stiff competition, especially in the retail segment, could impact retail growth of SBI and
hence slowdown in earnings growth.

• Contribution of retail credit to total bank credit stood at 26%. Significant thrust on
growing retail book poses higher credit risk to the bank.

• Delay in technology upgradation could result in loss of market shares.


• Management indicated a likely pension shortfall on account of AS-15 to be close to

Rs50bn.

• Slow down in domestic economy would pose a concern over credit off-take thereby
impacting earnings growth.

The objective is to describe the organization in brief to form the frame of reference
and scope of study. Points like formation, employees, structure, turnover, milestones,
products andservices offered etc., SWOT analysis of the organization should be
covered.

CHAPTER III

Literature Review:

This shall normally present a critical appraisal of the previous work published in the
literature pertaining to the topic of the investigation. The extent and emphasis of the
chapter depends on the nature of the investigation/research design of the subject
matter. A Brief theoretical backdrop & literature review about the project is required
to be given referring to some standard textbooks, journals, magazines & news papers
etc. Attempts should be made to collect latest information by scanning articles
published in periodicals, journals etc. Please note that latest authentic data adds to the
quality of the project and gives good impression to viva- voce.

An example of the same is as mentioned below how to mention a literature


Single Author
Rotter. J.B., (1954) in his work on -------------------, said that people with an internal
locus of control are more like to be attentive to opportunities in the environment to
improve the attainment of their goals, engage in actions to improve their environment,
place a greater emphasis on striving for achievement, and be more inclined to develop
their own skills.
More than one author
Rotter. J.B. et.al., (1954) in their work on -------------------, said that people with an
internal locus of control are more like to be attentive to opportunities in the
environment to improve the attainment of their goals, engage in actions to improve
their environment, place a greater emphasis on striving for achievement, and be more
inclined to develop their own skills.
CORPORATE SALARY PACKAGE (CSP)
Salary Accounts under CSP offer a range of privileges to the employees of corporate
institutions, including service organisations such as hospitals, hotels, transport
corporations etc. The package can be customised depending upon the business
relationship between the Corporate/ Institution and the Bank

Package Variants eligibility is as per Net Monthly Salary

 PLATINUM: ABOVE `1,00,000/-


 DIAMOND: ABOVE `50,000/- AND UPTO `1,00,000/-
 GOLD: ABOVE `25,000/-AND UPTO `50,000/-
 SILVER: BETWEEN `10,000/- AND UPTO `25,000/-
This will determine your eligibility for variant of Debit Card, Quantum of Insurance
coverage, Loyalty Program benefits etc.
 Benefits to the Employer

o Hassle-free account opening process. On request, our officials will


visit your premises to on-board your employees. Employees can also opt to open their
accounts online or by visiting the nearest branch.

o A convenient way to manage salaries across a large number of


centres, through the Bank's award-winning Corporate Internet Banking.
o Online facilities reduce paperwork and salary administration cost.
Enjoy instant credit of salaries to your employees' accounts.

o Zero charge for salary disbursement.

o Equipping your employees with a power-packed Salary Account


that is trusted by the largest organisations in India.

Benefits to the Employee


 Zero balance account and free unlimited transactions across ATMs of any Bank. Also
comes bundled with SBI Credit Card.
 Complimentary Personal Accident Insurance (Death) cover up to Rs. 20 Lakhs.
 Complimentary Air Accident Insurance (Death) cover up to Rs. 30 Lakhs.
 Avail of Personal Loans, Home Loans, Car Loans and Education Loans at attractive
rates.
 Upto 25% off on locker charges
 Avail of Auto-Sweep to create e-MODs (Multi Option Deposits) and earn higher
interest.
 Avail of Demat & Online Trading A/c at the time of on-boarding itself.
 Free issuance of Drafts, Multi City Cheques, SMS Alerts. Free online NEFT/RTGS.
 Overdraft equivalent to 2 Months Net Salary (Currently available for select customers
only)
 Earn points on various transactions through our loyalty program SBI Rewardz.
 Host of regular offers on Debit Cards and YONO by SBI

What are the advantages of a corporate salary account in the state bank of India?

SALARY ACCOUNTS UNDER CORPORATE SALARY PACKAGE (CSP)

Salary Accounts under CSP offers a gamut of privileges commensurate with Gross
Monthly Salary to the employees of Corporates and Institutions including Service
organizations such as Hospitals, Hotels, Transport Corporations etc. Our Salary accounts
are offered in four variants, i.e. Silver, Gold, Diamond and Platinum depending on the
gross monthly income of employees
The Package can be specially customized depending upon the business relationship that
the Corporate / Institution has with the Bank.

Benefits to the Employer

 Convenient way to manage salaries across a large number of centers through


Core Power and the Bank's award winning Corporate Internet Banking
 Reduces employer's paperwork and salary administration cost.
 No charges for uploading of salaries
 Employees receive instant credit of salaries
Benefits to Employees

 Convenience of Anywhere Banking atThe largest network of more than 16,000


Core Banking BranchesExtensive alternative channels.53,000 plus ATMs of
State Bank GroupFree Internet Banking, Mobile Banking
 Complete gamut of Banking Services including:-Unique Lifetime Account
NumberZero Balance Account facility with no penal charges for non-
maintenance of minimum balanceAuto sweep (in & out) facility (on request)-
Surplus amount in Savings bank account beyond threshold balance is
transferred automatically into Term Deposits (multi option deposits) in multiple
of Rs.1000/- and vice versaFacility for Auto Sweep Switch On/Off through
Internet BankingFree Personal Accident Insurance (Death) Cover to Primary
Salary Package Account*Free personalized Multi City
ChequesRTGS/NEFTFree Core Power: Anywhere Banking facility with the
widest network of more than 16,000 branches. Free updating of pass-books at
any branch.Easy overdraft up to 2 months' salary repayable within 6 months
*SMS AlertsFree Debit Cards : Domestic cards for Silver Accounts, Gold Debit
cards for Gold and Diamond Accounts and Platinum Debit Card for Platinum
Accounts.Maximum daily withdrawal of Rs. 40,000 on Domestic Cards, Rs.
50,000 on Gold Cards and Rs. 1,00,000 on Platinum Cards.Various Personal
loans like Home loan/ Auto loan/ Xpress Credit loan, etc. at attractive
termsAdditional employee Reimbursement Current Account for crediting
reimbursementsDemat facility, 3-in 1 Trading Account availableSystematic
Investment Plan in Mutual fundsRange of other value added benefits

CHAPTER IV

Research Methodology:

Research methodology

Research methodology is a methodology for collecting all sorts of information & data
pertaining to the subject in question. The objective is to examine all the issues involved &
conduct situational analysis. The methodology includes the overall research design,
sampling procedure & fieldwork done & finally the analysis procedure. The
methodology used in the study consistent of sample survey using both primary &
secondary data. The primary data has been collected with the help of questionnaire as
well as personal observation book, magazine; journals have been referred for secondary
data. The questionnaire has been drafted & presented by the researcher himself.

 Sample Size:

Sample of 2000 people was taken into study, and their data was collected

 Sampling Technique:

To study the Project, a Simple Random Sampling technique is used.

 Data Collection:

Collection of data is done by

Secondary Data & through

 Questionnaire
i.e., Primary data was collected through Questionnaire.

 Data Analysis:

After data collection, I’m able to analyze customer’s views, ideas and opinions related
to Advance Product and about SBI Advance Product and from this, SBI will come to
know the customer requirements.

 Data Interpretation:

 Interpretation of data is done by using statistical tools like Pie


diagrams, Bar graphs, and also using quantitative techniques (by
using these techniques) accurate information is obtained.
 Classification & tabulation of data:

 The data thus collected were classified according to the categories,


counting sheets & the summary tables were prepared. The resultant
tables were one dimensional, two dimensional.

 Statistical tools used for analysis:

 Out of the total respondents, the respondents who responded


logically were taken into account while going into statistical details
& analysis of data. The tools that have been used for analyzing data
& inference drawing are mainly statistical tools like percentage,
ranking, averages, etc.

As per questionnaire and market surveys I have find out different responses from
different people. According to their responses I analyze the findings and draw certain
remarks.

The Methodology adopted in conducting the Research/study must be fully explained.


How was the study carried out? What was its basic design? If the data were collected
by means of questionnaires or interviews, then exactly what questions were asked..?
If measurementswere based on observation, then what instructions were given to the
observers? Regardingthe sample used in the study the reader should be told: Who
were the subjects? How many were there? How were they selected? The statistical
analysis adopted must also be clearly stated. In addition to all this, the scope of study
should be stated and the boundary lines be demarcated. The various limitations, under
which the research project was completed, must also be narrated.

In this section you are required to furnish:

 Objective of the study


 Hypothesis
 Scope of the study
 Managerial usefulness of study
 Research Design, Population, Sample, Primary and Secondary Data
 Use of Statistical techniques for data analysis
 Limitations

CHAPTER V
Data Analysis:

A detailed presentation of the findings of the study, with supporting data in the form
of tables and charts together with a validation of results, is the next step in writing the
main text of the report. This generally comprisesthe mainbody of the report, extending
overseveral chapters. The result section of the report should contain statistical
summaries and reductions of the data rather than the raw data. All the results should
be presented in logical sequence and split into readily identifiable sections. All
relevant results must find a place in the report. But one is to decide about what is
relevant in the basic question. Statisticaltools are to be used for analyzing the data,
which is mandatory.

Customer visit report: Vidyut Bhawan

PBBU Department, SBI

Introduction
Jaipur Vidyut Vitran Nigam limited is engaged in distribution and supply of electricity in
12 districts of Rajasthan. The project that I am involved with deals with the improvement
of on-boarding experience of CSP customers. Vidyut Bhawan being a state government
undertaking has state government salary package tie up with the SBI. We visited the
corporate to seek their feedback of CSP customers.
Objective
The main idea of the visit of was to know the satisfaction level of CSP customers and
know the area of improvement in the CSP features.
Summary
The visit was held on 28th June 2019. There are six departments in Vidyut Bhawan. We
contacted the account officer of JVVNL (Jaipur Vidyut Vitran limited) Mr B.S. Basniwal.
We got chance to speak to different customers of corporate salary package. Here we
found out that most of the customers were not aware about the conversion of their regular
savings account to the corporate salary package account. Their was lack of awareness
among the customers. We took a survey through our customer feedback questionnaire in
which we got some suggestions to improve the experience of CSP customers. Most of the
customers wanted some special policies to be framed for Vidyut Bhawan as it has a
capacity of more than 6000 employees.
Following suggestions were given by the customers:
 To eliminate the compulsory purchasing in credit card
 To exempt the SMS charges
 To reduce documentary formalities in day to day banking
 To free credit card charges
 Reasonable policies
 Faster services

Findings
1. Lack of awareness among customer about the corporate salary package
2. Disappointment with the branch services
3. Unawareness of the benefits provided by the bank in CSP
4. Lack of communication between bank and customers

Recommendations:
 To give a presentation on the corporate salary package or atleast send them the
message about the features of CSP
 To implement a special policy or waive off some charges for vidyut bhawan due
to their mass employees accounts maintained at SBI.
Conclusion
SBI provides a large number of services to their customers but the awareness of these
services is equally important. We should improve our communication with the customers
to enhance their experience and get loyalty towards bank.

Global stones pvt ltd


Objective
To know the feedback of csp services with existing customers and to acquire new
customers

Introduction
The visit took place on 30th may at bagru. Global stones pvt ltd specializes in processing
of all kinds of rough granite4, marble, sandstone and onyx blocks, they bring to the world
range of coloured stones from quarries of south india, rajasthan, madhyapradesh and
Gujarat. We vsited the company to know the on- boarding experience of csp customers
and acquire new customers.

Experience of visit
We had conversation with the HR executive of global stones pvt ltd. We asked him his
experience about the features of CSP as well as the services of the bank’s branch in which
their accounts are maintained. We asked them to maintain their new accounts with the
SBI. The HR executive was not happy with the services of the SBI’s branch at Bagru. 300
CSP accounts were maintained at the branch from Global stones pvt ltd.

Findings
The firm was not satisfied with the services of branch as they dint get the quick response
from the branch personnel
The branch took more days to transfer the salary into their employees account
They did not know about all the benefits of CSP
They had misunderstanding about the personal accidental insurance, they thought we dint
provide them the claim

Information by us
Various benefits of CSP to the customers
The salary which was transferred manually was changed to the trigger system in which
the salary is transferred instantly
The insurance which they were claiming didnot come under the CSP

Recommendation
Faster services by the branch
Cooperation from the SBI personnel
Instant problem handling
Proper communication among customers and sbi employees
Conclusion
Overall the general impression we got from this visit was that even if the SBI is providing
the better features than other banks in CSP accounts, its not able to acquire new
customers due to the poor service quality of branches and irresponsiveness. In the days of
intense competition, superior service is the only differentiator left before banks to attract,
retain and partner with the customers.

CHAPTER VI

Conclusions / Suggestions and Recommendations:

The conclusions and/or recommendations are based on the discussions and


interpretations of the results obtained. It would be helpful to the reader if other
possibilities pertaining to the stated conclusions and/or recommendations are
discussed.A statement of Suggestions is required to be in non-technical language so
that all concernedcan understand it. Based on data analysis presented in earlier
chapter relevantobservations/inference is to be made & practical recommendations are
expected to be given to the organization.

1. References
Reference Books, Journals, Newspapers, Web Sites, Reports, etc are to be listed, out
here.Use the APA style to enter the references.

[1] Greene, D. and Williams, P. C. Linear Accelerators for Radiation Therapy, Second
Edition. IOP Publishing Ltd., Bristol and Philadelphia, 1997.
[2] ISO. Language Of Temporal Ordering Specification, ISO 8807, International
Organization for Standardization, Geneva, 1989.
[3] Jacobson, J. and Andersen, O., 1997. Software Controlled Medical Devices.
Swedish National Testing and Research Institute, Sweden, 8(2), 142-147
[4] Turner, K. J. The Rules for Sailing Races on PDAs, J. Navigation, 23(5):114-240,
May 2002.
2. Appendices section (if required):
The contents of an appendix are essentially those, which support or elaborate the
matter in the main text. Information that is not essential to explain your findings, but
that supports your analysis (especially repetitive or lengthy information), validates
your conclusions or pursues a related point should be placed in an appendix. We give
below some items, which normally form a part of the appendix. These are (i) annual
report (ii) financial results (iii) flow chart (iv) copy of manuals (v) the questionnaire
used (vi) maps etc.

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