ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
A PROJECT REPORT
ON
ADVANCES PROCESS
MANAGEMENTAT CITI FINANCIAL
Page 1
,ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
TABLE OF CONTENT
SL.NO PARTICULARS PAGE NO.
Part-I. Industry Profile 1
1.1 Introduction to loan industry. 2
1.2 NBFC’s at a Glance. 3
1.3 Consumer Finance Industry: Trends & Outlooks. 10
1.4 Banking Overview 14
1.5 . Personal loans in India. 18
Part-II. Organization Profile 21
2.1 Introduction of the Organization. 22
2.2 SWOT Analysis 26
2.3 Departmental Study 28
2.4 Organization Structure 32
2.5 Vision, Strengths & Competitive Advantage 33
2..6 Products of Citifinancial 35
Part-III. Introduction to Research 42
3.1 Title of the Project 43
3.2 Theoretical background of the study 43
3.3 Statement of Problem 49
3.4 Objectives & Need of the study 49
3.5 Expectations from the study 50
Part-IV. Research Methodology 51
4.1 Data collection method 52
4.2 Sampling 52
4.3 Data Analysis 53
4.4 Limitations of the study 53
Part-V. Analysis & Findings 54
5.1 Graphical Presentation of the Analysis 55
5.2 Findings 76
Part-VI. Suggestions 78
6.1 Suggestions 79
Part-VII. Conclusion 81
7.1 Conclusion 82
Part-VIII. Bibliography 83
8.1 Bibliography & References 84
Part-IX. Annexure 85
9.1 Questionnaire 86
Page 2
,ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
EXECUTIVE SUMMARY
According to Albert Einstein “Everything should be as simpler as possible but
not the simplest”. The Citifinancial functions with this precisely maxim. Citifinancial is
already has the broadest distribution in India, their main aim is to become the largest
NBFC in the world.
Citifinancial consumer finance India ltd is one of the few surviving private
financial institutions since 1912, have the existence in more than 100 countries with
300000 employees worldwide. It offers varies types of loans to the customers namely,
personal loans, vehicle loans, Consumer durable loans and home loans etc. Most global
presence, best brand, superior products and broadest distribution etc are the competitive
advantages of Citifinancial. Citifinancial working with the vision of providing excellent
customer service, superior products, the right technology, support the community and
integrity. Citifinancial come a long way from small NBFC to a major National finance
company.
Title of the project: The title of the project is “Advances Process Management” at
Citifinancial, Belgaum.
Need for the study:
• To learn about the various procedures /processes of sanctioning loans.
• To determine the time required for each process.
• If there is any deviation in the process, then finding out the reasons for the
deviation?
• To determine the ways to improve TAT (Turn Around Time)
Objectives of the study: Each research has an objective which is the end result to be
achieved. The objectives show the direction in which research should be conducted and
fixes the limit of the study. In the same way the objective of this study is to:
o To study the organization structure.
o To learn about the existing process of sanctioning loans.
o To formulate strategies to minimize the time.
o To study the time required for the process of sanctioning loans.
o To evaluate the process. If there is any deviation in the process, then
finding out the reasons.
Page 3
, ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
Statistical Analysis: The research involves statistical analysis, some of analysis and
computations under the study are:
o Chi-square test
o Factor Analysis
o Frequencies
o Standard Deviation & mean
Findings: Based on research objective cited above, and after analyzing data relating to
funds, following are the main findings in the project:
• As per the survey it has been found that the deviation in the process due to
Internal & External reasons.
• It is seen that the executives have to bring one login per day. If there are
more than one login on a particular day, then the second login is being
produced on the next day. This results in a delay in the process of
sanctioning loan for the second login.
• Interest rates and Processing charges are quite high comparing to other
companies. Customers need low and competitive interest rates, Proper
customer care, Better/Quick service facility form Citifinancial.
• Executives are lacking in giving detail, transparent and detail information
to the customers in the beginning.
• Transparency about EMI, Interest amount and the balance to be paid by
the customers is lacking while updating customers. About their account.
• Citifinancial is not issuing the letter of clearance immediately on the
payment of last EMI.
Suggestions & Recommendations: Some important recommendations based on study
are:
Page 4
A PROJECT REPORT
ON
ADVANCES PROCESS
MANAGEMENTAT CITI FINANCIAL
Page 1
,ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
TABLE OF CONTENT
SL.NO PARTICULARS PAGE NO.
Part-I. Industry Profile 1
1.1 Introduction to loan industry. 2
1.2 NBFC’s at a Glance. 3
1.3 Consumer Finance Industry: Trends & Outlooks. 10
1.4 Banking Overview 14
1.5 . Personal loans in India. 18
Part-II. Organization Profile 21
2.1 Introduction of the Organization. 22
2.2 SWOT Analysis 26
2.3 Departmental Study 28
2.4 Organization Structure 32
2.5 Vision, Strengths & Competitive Advantage 33
2..6 Products of Citifinancial 35
Part-III. Introduction to Research 42
3.1 Title of the Project 43
3.2 Theoretical background of the study 43
3.3 Statement of Problem 49
3.4 Objectives & Need of the study 49
3.5 Expectations from the study 50
Part-IV. Research Methodology 51
4.1 Data collection method 52
4.2 Sampling 52
4.3 Data Analysis 53
4.4 Limitations of the study 53
Part-V. Analysis & Findings 54
5.1 Graphical Presentation of the Analysis 55
5.2 Findings 76
Part-VI. Suggestions 78
6.1 Suggestions 79
Part-VII. Conclusion 81
7.1 Conclusion 82
Part-VIII. Bibliography 83
8.1 Bibliography & References 84
Part-IX. Annexure 85
9.1 Questionnaire 86
Page 2
,ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
EXECUTIVE SUMMARY
According to Albert Einstein “Everything should be as simpler as possible but
not the simplest”. The Citifinancial functions with this precisely maxim. Citifinancial is
already has the broadest distribution in India, their main aim is to become the largest
NBFC in the world.
Citifinancial consumer finance India ltd is one of the few surviving private
financial institutions since 1912, have the existence in more than 100 countries with
300000 employees worldwide. It offers varies types of loans to the customers namely,
personal loans, vehicle loans, Consumer durable loans and home loans etc. Most global
presence, best brand, superior products and broadest distribution etc are the competitive
advantages of Citifinancial. Citifinancial working with the vision of providing excellent
customer service, superior products, the right technology, support the community and
integrity. Citifinancial come a long way from small NBFC to a major National finance
company.
Title of the project: The title of the project is “Advances Process Management” at
Citifinancial, Belgaum.
Need for the study:
• To learn about the various procedures /processes of sanctioning loans.
• To determine the time required for each process.
• If there is any deviation in the process, then finding out the reasons for the
deviation?
• To determine the ways to improve TAT (Turn Around Time)
Objectives of the study: Each research has an objective which is the end result to be
achieved. The objectives show the direction in which research should be conducted and
fixes the limit of the study. In the same way the objective of this study is to:
o To study the organization structure.
o To learn about the existing process of sanctioning loans.
o To formulate strategies to minimize the time.
o To study the time required for the process of sanctioning loans.
o To evaluate the process. If there is any deviation in the process, then
finding out the reasons.
Page 3
, ADVANCES PROCESS MANAGEMENTAT CITI FINANCIAL
Statistical Analysis: The research involves statistical analysis, some of analysis and
computations under the study are:
o Chi-square test
o Factor Analysis
o Frequencies
o Standard Deviation & mean
Findings: Based on research objective cited above, and after analyzing data relating to
funds, following are the main findings in the project:
• As per the survey it has been found that the deviation in the process due to
Internal & External reasons.
• It is seen that the executives have to bring one login per day. If there are
more than one login on a particular day, then the second login is being
produced on the next day. This results in a delay in the process of
sanctioning loan for the second login.
• Interest rates and Processing charges are quite high comparing to other
companies. Customers need low and competitive interest rates, Proper
customer care, Better/Quick service facility form Citifinancial.
• Executives are lacking in giving detail, transparent and detail information
to the customers in the beginning.
• Transparency about EMI, Interest amount and the balance to be paid by
the customers is lacking while updating customers. About their account.
• Citifinancial is not issuing the letter of clearance immediately on the
payment of last EMI.
Suggestions & Recommendations: Some important recommendations based on study
are:
Page 4
