MAINTAINING A T2C OF 5 DAYS AT

COUNTER LEVEL

(Submitted a summer internship project at BAJAJ FINANCE LIMITED for the

period of 12TH JUNE - 12TH AUGUST 2016)

Submitted to

Submitted by

AMOGH B A

M.SAKTHIVEL

Regional Sales Manager

SRM UNIVERSITY

Bangalore

Chennai

TABLE OF CONTENTS

CONTENT

PG NO

INTRODUCTION

OBSERVATION AND STUDY

KEY DELIVERABLES

RESEARCH METHODOLOGY

QUANTITATIVE INPUTS FROM THE PROJECT

14

FEEDBACKS FROM VARIOUS DEPARTMENTS

17

FILES TRACKED

19

QUESTIONNARIE

21

INTRODUCTION:
Bajaj Finance is an India based non-banking finance company engaged in
lending and allied activities. It is mainly based on five categories like
1.
2.
3.
4.
5.

Consumer lending
Small and Medium size enterprise lending
Commercial lending
Rural lending
Fixed deposits

The company operates at around 3000 Bajaj dealers, sub-dealers and service
center across the country. Its consumer durable financing model includes digital
products and lifestyle products.

OBJECTIVES OF THE PROJECT:

T2C (Time 2 Cash) refers to the complete process of loan application
starting from login made by the FOS till the QDP is made to the Dealer and the
LAN is generated to the Consumer.
T2C or Time 2 Cash is the process that refers to the time taken to liquidate
the payments to the Dealers from Bajaj.
T2C provides a very practical framework that helps the dealer to focus on
the essentials start-up and that provides a guide for a number of elementary
strategic decisions to take less cash to dealer. It generally happens through two
ways basically:
I.
II.

Through QDP
Through LAN Generation

OBSERVATION AND STUDY:

I will come to office by sharp 9.30 am and i report to my manager who is

handling Reliance Digital Retail Limited. My first work is to collect the
commitments of all the FOS people who is working under the manager. I will ask
the FOS people how many files they have been couriered to office and how many
files are pending and what is the reason for pending and how much insurance they
have done on that day. I will check each and every FOS are reaching the store on
time or not.
My second work is to check the fresh files whether all the documents are
there or not otherwise I will send back the file to FOS for recollecting the
documents from the customer and then sent it to the operation department. There
are two file one is normal file and the other is EMI card file. In the normal file
there are some of the mandatory documents are to be carried then only the loan can
be given to the customer. Where as in EMI card the customer is a existing customer
so that he does not want to submit all the documents.
After that I will be working on updating the LAN number and the status of
the old pending files. I should need to ask each and every FOS for the status of the
file then only I can work on it. After getting the LAN number I need to find the
disbursement amount, dealer by down (DBD), EMI, preferred card fee(PF). Using
customer eye and My transactions, I can find the customer mobile number using
that I can search for the LAN number in customer eye using that I can find the
values of disbursement amount, DBD, PF, EMI charges using this we can update
the status of each and every file. Using VLOOKUP we can find how much the
amount is short, excess or equal to the tender value.
REPORTING MANAGERS:

Regional Sales Manager

Area Sales Manager
Sales manager
FOS

ADVANTAGES OF T2C:

 Dealer will be gets paid immediately

Gross sell will be higher for both
FOS will be effective in their work
On the spot approval
Minimal documentation
DISADVANTAGES OF T2C:
Payment will be delayed
FOS was not well trained
Technical side errors
File kept in office for long time
Customer side errors

MANDATORY DOCUMENTS IN FILE:

Application form
Invoice bill
DM made
Id proof
Address proof
Cancelled cheque
Loan term sheet

KEY DELIVERABLES:

 Processing all files under QDP will have a great impact on T2C as it makes
the process complete at the QDP stage so that it wont cross maximum of 4
days.

 Concentration of FOS is the main key to T2C time. So that the complete
business is dependent on them, then they have a key role as far as T2C is
concerned. When a slight mistake is there it will impact a huge in T2C delay.
Intimation of File Query/File return/File Rejection should be duly
communicated by the FOS so that we can avoid any sort of lag in T2C time.
Customer follow up should be done for document pending cases on the
daily basis.

Delivery order should not be strictly given at any cost without

receiving any mandatory documents for processing the loan application.

RESEARCH METHODOLOGY

MEANING:
Research is an organized, systematic, critical, scientific inquiry or
investigation into a specific problem, undertaken with the objective of finding the
solution. It is a process of finding a solution to a problem through analyzing the
situation.
METHODOLOGY:
Research methodology is a way to solve the problem systematically
by the researcher. It may be understand as a science of studying how does the
research is done scientifically. There are some of the steps are followed by the
researcher for the problem and the logic behind them. The researcher should know
not only the methods but also methodology behind them.
DESIGN OF RESEARCH:
A research design is a analysis and a collection of data in a certain
manner so that it will be very helpful for the procedure which is relevant for the
design of research.
The conceptual structure of the research is being conducted by the
research design. The design will contribute blueprint for the collection, analysis
and the measurement of data. Design includes an outline of what the researcher
will do from the hypothesis and the operational structure of the final analysis of the
data.
TYPES OF DESIGN:
Exploratory design
Descriptive design
Experimental design

The above are the three types of research design being carried out. And now
we will study briefly about the Descriptive Research Design

DESCRIPTIVE RESEARCH DESIGN:

Description is nothing but a clear explanation about the process what we are
working in it then only we can get a idea about the research method. The
researcher can only send what is happening at that time of processing so that the
variables will remain constant. The descriptive study is undertaken to ascertain and
able to describe the variables in a particular situation.
METHODS OF DATA:
There are some three kinds of data collection technique is being taken place
by the research design.
Survey Method
Primary Method
Secondary Method

1) SURVEY METHOD
The main purpose of survey method is to facilitate the understanding
of aspects and the population are being gets surveyed. Then only we
can gather some kind of data from the respondents through the
questionnaire.
2) PRIMARY METHOD
The data collected for the first time by the researcher by the structured
questionnaire should be original while processing.

3) SECONDARY METHOD

The data is collected from the secondary sources like books, Journals,
websites etc.

SOURCES OF DATA:

PRIMARY DATA:
By meeting the FOS who all are working in Reliance Retail
Digital Limited and collecting the information about the
process.
By spending time with the FOS I have analysis various
mistakes and difficulties are being faced by them.
By spending time with various employees such as Coordinators,
RCU (Risk Control Unit) and analyzing the faults in T2C delay.

SECONDARY DATA:
The management based Periodical breakups and the
Chronological classifications are obtained about the T2C of the
various dealers.
By signifying the past records of various departments are being
gets obtained.

RECOMMENDATIONS AND SUGGESTION:

The T2C delay can be occurred by some of the various reasons. Some of the
reasons are
1.
2.
3.
4.
5.

Customer Side Errors

Technical Side Errors
FOS Side Errors
Head office Side Errors
Dealer Side Errors

CUSTOMER SIDE ERRORS:

Document missing is considered to be the biggest threat to our process as far
as T2C is concerned. It includes CHEQUE, ID PROOF and ADDRESS PROOF,
anything missing out of the three is considered to be as document missing.
In some cases the DELAYED BUYING DECISION OF THE CUSTOMER
also has an impact on T2C.
SUGGESSTION:
As mentioned above advertisements with mandate documents may play a
key role in document pending cases and as far as the delayed buying decision is
concerned, the customer is the king to our business, there cannot be anything much
done to resolve customer side errors as far as T2C is concerned.
TECHNICAL SIDE ERRORS:
SCHEME NOT MAPPING, SPECIAL SCHEME OFFERS, SERVER
ISSUSES and DEALER CHANGE are considered to be some of the technical side
errors.
SUGGESSTION:
When the Manufacturers/Dealers come up with special offers, the FOS can
take special care and make sure the QDP is made within the specified time so that
there are no scheme errors.

FOS SIDE ERRORS:

The Equally Biggest threat posed to T2C is the FOS Side Error that happens.
Since, the business is completely dependent on the sale made by the FOS. Some of
the Errors from the T2C side are, DETAILS MISMATCH OF DOCUMENTS,
MISSING OF APPROVAL NO, OVERWRITING IN ECS DOCUMENTS, LACK
OF SOFTWARE USAGE, CLUMSINESS AT WORKPLACE, and FAILING TO
CHECK THE VALIDITY OF THE ID.
SUGGESSTION:
FOS CONCENTRATION plays a key role. Which many of the FOS lacks
during handling the customers. Even the silliest of their mistakes can lead to delay
T2C.
CUSTOMER FOLLOW UP/PENDING DOCUMENT CHECK on a daily
basis solves much of document missing errors.
HO (HEAD OFFICE) SIDE ERRORS:
DOCUMENT MISSING IN HO, IMMEDIATE COURIER, FILE QUERY,
FILE RETURN and FILE REJECTION are the important factors to be considered
from the HO Side Errors.
SUGGESSTION:
DOCUMENT MISSING should be taken care of, whoever concerned. It is
specifically mentioned that this occurs during the SEASON TIME.
DEALER SIDE ERRORS:
There are also certain issues that have to be considered which come under
the dealer side such as STOCK PENDING/DELIEVERY and CLUBBING OF
DEALER.

SUGGESSTION:

The problem of STOCK PENDING/DELIEVERY can be overcome by the

FOS checking with the dealer about the AVAILABILITY OF STOCK and
DELIEVERY DETAILS before logging in a case might be helpful.
CLUBBING OF DEALERS is also considered to be a minor reason for the
delay of T2C in some dealers. This can be avoided so that T2C time of a dealer
does not get affected because of the other.
RECOMMENDATION:
As there are certain employees who really love their job and are really
perfect and aggressive in delivering perfection to their job, the basic salary package
that they are receiving (irrespective of the incentives, as they are assessed by their
basic pay in the outside world) needs to be revised as it has been more than 3 years
since, they had received a hike. A hike in the salary can boost their performance
and can improve their productivity and business volume for the organization.

NOTE:
Following these recommendation and suggestions will have overall impact
in T2C time. Its not that people dont know these facts; its just that they fail to
implement them. Following these guidelines will really prove to be fruitful.

QUANTITATIVE INPUTS FROM THE PROJECT:

Based on collecting the information and analyzing the other process we are
able to find the following reasons for t2c delay.
S.NO
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22

REASON
CUSTOMER SIDE
Document Pending
Cheque Issues
Delayed Decision Of Customer
Document Collection
TECHNICAL SIDE
Scheme Not Mapping
Scheme Problem
Server Issues
Dealer change
FOS SIDE
Online Application
Details Match Of Document
Without Approval Number
File Dumping
Pending Documents
Overwriting In Docs/ECS
HO SIDE
File Missing
Lack Of Intimation To FOS
Document Missing
Lack Of Manpower
File Query
File Return
Dealer Side
Stock Pending
Clubbing Of Dealers

GRAPHICAL REPRESENTATION:

NO. OF
RESPONSES
24
6
8
4
12
7
4
2
12
8
3
6
6
7
12
11
4
7
11
6
9
2

NO. OF RESPONSES
Clubbing Of Dealers
Stock Pending
Dealer Side
File Return
File Query
Lack Of Manpower
Document Missing
Lack Of Intimation To FOS
File Missing
HO SIDE
Overwriting In Docs/ECS
Pending Documents
File Dumping
Without Approval Number
Details Match Of Document
Online Application
FOS SIDE
Dealer change
Server Issues
Scheme Problem
Scheme Not Mapping
TECHNICAL SIDE
Document Collection
Delayed Decision Of Customer
Cheque Issues
Document Pending
CUSTOMER SIDE
0

NO. OF RESPONSES

10

15

20

25

30

LIST OF DEALERS AND T2C TIME:

BRANCH
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO

FINNO
NE
CODE

NAME OF THE DEALER

T2C

13744

RELIANCE DIGITAL RETAIL LIMITED

14947

RELIANCE DIGITAL RETAIL LTD # MANTRI MALL

10

15202

RELIANCE DIGITAL RETAIL LTD # KORAMANGLA

15775
17445

RELIANCE DIGITAL RETAIL LTD,JP NAGAR

RELIANCE DIGITAL RETAIL LTD.# BANGALORE

6
8

RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE
BANGALO
RE

17567

RELIANCE DIGITAL RETAIL LTD # BANGALORE

17966

RELIANCE DIGITAL RETAIL LTD# GOPALAN MALL

17967

RELIANCE DIGITAL RETAIL LTD # BG ROAD

18009

RELIANCE DIGITAL RETAIL LTD # RESIDENCY ROAD

18165

RELIANCE DIGITAL RETAIL LTD# BULL TEMPLE RD

18166

RELIANCE DIGITAL RETAIL LTD# SAHAKARA NAGAR

11

18308

RELIANCEDIGITAL RETAIL LIMITED # INDIRA NAGAR

18309

RELIANCEDIGITAL RETAIL LIMITED # VIJAYANAGAR

18310

RELIANCEDIGITAL RETAIL LIMITED # ORION

19340

19341

RELIANCE DIGITAL RETAIL LIMITED # BANASHANKARI

RELIANCE DIGITAL RETAIL LIMITED #
BASAWESHWARANAGAR

19967

RELIANCE DIGITAL RETAIL LTD # HSR LAYOUT

21024

RELIANCE FRESH LIMITED # ITPL ROAD

30484

RELIANCE RETAIL LIMITED # MARS ENCLAVE

13

34578

RELIANCE RETAIL LIMITED # RAJARAJESHWARI NAGAR

12

36436

Reliance Retail Limited # Bangalore

39957

RELIANCE RETAIL LIMITED # MARATHHALLI

44109

RELIANCE RETAIL LTD # RAMAMURTHY NAGAR

11

55192

8793_RELIANCE RETAIL LTD_DIGITAL

70093

RELIANCE RETAIL LIMITED # NEW BEL ROAD

75822

RELIANCE RETAIL LIMITED # BANGALORE

87463
10970
4
12659
3

6835_RELIANCE RETAIL LIMITED

RELIANCE DIGITAL RETAIL LTD#KATRIGUPPE

14

3852_RELIANCE RETAIL LTD_DIGITAL

BANGALO
RE

45156

RELIANCE RETAIL LIMITED # BANASHANKARI

13

FEEDBACKS FROM VARIOUS DEPARTMENTS:

CO-ORDINATOR SIDE FEEDBACK
The coordinators who handle the files right down after the FOS completes
the processing works from their side have the following feedback.
FOS should not keep pendings and outstanding files for a long time due
to negligence they must clear immediately.
Uninformed leaves / week offs should be avoided by the FOS.
The FOS should regularly check the status of the files which is being gets
submitted at the HO.
FOS should report to the store on time so that they cannot lose the
customers.

RCU (RISK CONTROL UNIT) FEEDBACK

The unit where the files next after the coordinators is the RCU team . They
will check the files whether error is there or not.
The photo in the ID proof should be clear and visible and it should be
mandatorily verified by the FOS.
OSV- Original Seen Verification should be mandatorily checked by the
FOS to avoid fake details.
There should not be any compromises in disclosing the INVOICE BILL.
There will not be any lack in disclosing any relationship and there should
also not be any sort of lack in originality of documents.
The coordinators should judge themselves with required knowledge to
ensure the assessment of documents before passing it on further to other
departments so that they can ensure smooth flow of processing.

CREDIT OPERATION FEEDBACK

Documents such as Disbursement Memo, Invoice and the KYC documents
should be prefect and no compromises should be encouraged.
Incomplete ECS being submitted while processing the loan application
should be avoided from the FOS side.
A/c no mismatch, Signature mismatch are considered to be other serious
threats in delaying the T2C time.
ECS document should be taken more care while filling because they will
not accept it. Overwriting, spelling mistake, false details are some of the
reasons from the operation department for rejecting the file.

SYSTEM DEPARTMENT FEEDBACK

Inward Error is one of the most common difficulties faced by the systems
department regarding T2C.
Various issues regarding ECS arise post forwarding the customer loan
application such as MICR mismatch.
Asset code changes constitute one of the main reasons for T2C delay.
Preferred EMI cards are also confused in some cases.
Files being submitted on time by itself play a key role in T2C time.

FILES TRACKED:
As per the suggestions of my guide , I was able to track the files by
capturing the SFID (Service Flow Identifier) and I have mention the details in the
pattern of T2C Time.

LOAN
S.N

CUSTOMER

AMOUN

T2C

NAME

DEALER NAME

SF ID
SF327850

TIME

NETHRA A
PRAVEENKUMAR

RELIANCE # MANTRI MALL

39
SF376455

96429

RELIANCE # MANTRI MALL

83
SF369219

39760

23

RAMASWAMY R

RELIANCE # MANTRI MALL

03
SF373994

56700

17

KALAVATHI N

RELIANCE # MANTRI MALL

33
SF374940

30000

A P BHARATHA
HARENDRA

RELIANCE # VIJAYANAGAR

14
SF375033

23000

RELIANCE # VIJAYANAGAR

40
SF369626

13910

KUMAR

VINAY KRISHNA

RELIANCE # BANGALORE

89
SF367851

67150

19

MADHUMITHA S

RELIANCE # BANGALORE
RELIANCE # SAHAKARA

42
SF366358

66000

ARUN AGRAWAL

NAGAR
RELIANCE #

81
SF376595

36990

13

10
11

ANIL C S
ANTHONY RAJS

BASAWESHWARANAGAR
RELIANCE #

46
SF371615

35499
36990

6
4

BASAWESHWARANAGAR
RELIANCE #

55
SF373566

12

MANOJ KUMAR
SHRIDHAR

BASAWESHWARANAGAR
RELIANCE # CUNNIGHAM

03
PR15138

21990

13

REDDY A C
NIKHILESH

ROAD
RELIANCE # CUNNIGHAM

7
SF368445

35999

14

SINGH

ROAD
RELIANCE # CUNNIGHAM

34
SF373323

63490

15

SADASHIVA A H

ROAD

73
SF375850

58990

16

PRAMILA C S

RELIANCE # BULL TEMPLE RD

12
SF371881

49990

17

RADHIKA M R

RELIANCE # BULL TEMPLE RD

70
SF376634

28901

18

MYNA BAI
JAFFER

RELIANCE # BULL TEMPLE RD

45
PR16347

21990

19

MOHIUDDIN

RELIANCE # BULL TEMPLE RD

0
SF367262

50000

20

HARISH KUMAR

RELIANCE # JP NAGAR

30
SF366256

89900

21

KUMAR K
RAMESH KUMAR

RELIANCE # JP NAGAR
RELIANCE #

11
SF370348

40000

22

BASAWESHWARANAGAR

42
SF373571

29900

11

23

SURESH M

RELIANCE # JP NAGAR
RELIANCE # RAMAMURTHY

25
SF374549

43319

24

SURESH BABU V

NAGAR
RELIANCE # RAMAMURTHY

78
SF375156

55000

25

JAYA PRAKASH N
RAMPRASAD

NAGAR
RELIANCE # RAMAMURTHY

94
SF375860

38990

NAGAR
RELIANCE # RAMAMURTHY

31
SF376086

36990

26

SHEETY

27

USHARANI S
ASIT KUMAR

NAGAR
RELIANCE # RAMAMURTHY

28
SF373829

25999

28

DAS

NAGAR
RELIANCE # RAMAMURTHY

22
SF376602

33324

29

SAUMYARANJAN
ABHIMANU

NAGAR
6835_RELIANCE RETAIL

13
SF364784

39000

30
31

SHARMA
SS

LIMITED
6835_RELIANCE RETAIL

58
SF372423

49194
15000

17
7

SUBRAMANIAN

LIMITED
6835_RELIANCE RETAIL

62
SF374701

32

ATULYA KUMAR

LIMITED
6835_RELIANCE RETAIL

81
SF364845

24840

33

SUSIL KUMAR

LIMITED
6835_RELIANCE RETAIL

93
SF375229

33000

34

MANJUNATH N

LIMITED
6835_RELIANCE RETAIL

92
SF374003

27450

35

BHARATH M

LIMITED
8793_RELIANCE RETAIL LTD

14
SF373951

3000

36

L RAKSHITH

DIGITAL
8793_RELIANCE RETAIL LTD

89
SF375636

64990

37

MAYANNA M
KAUSHIK

DIGITAL
8793_RELIANCE RETAIL LTD

62
SF375221

14249

38

MANDAL
RAGHAVENDRA

DIGITAL
8793_RELIANCE RETAIL LTD

96
SF374368

24480

39

DIGITAL
8793_RELIANCE RETAIL LTD

78
SF361780

24991

40

SANJANA R

DIGITAL

70

50990

QUESTIONNAIRE:

1) How long does the T2C process take for your store?
(Above 7 days)
2)
3)
4)
5)

What do you think the main reason of T2C delay?

Whether do you follow the Pending cases on daily basis?
Do you have any sort on Technical issues that will impact T2C?
What is the role of FOS in T2C Time?

6) Whether the online application will have an impact on T2C?

(About 3 days)
7) What are the steps do you take to make sure that T2C is done within the
simulated time period?
8) How do you balance the T2C time during the season time?