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A
FINAL REPORT
ON
STUDY CUSTOMER PERCEPTION ABOUT M.SOLUTIONS AND
TO SALE INSURANCE POLICES & PMS SERVICES
In Dehradun during 18 May to 18 Aug
Submitted To: - Submitted By:-
Resp. Ms. SONIA GAMBHIR Mr. ARUN PANWAR
ID – 1001C10002
MBA- II
Acknowledgement
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I am writing this final evaluation report during the Summer
Internship Program (SIP) 2011 in the Program of Master of
Business Administration at the Division of Financial Marketing at
M.Solutions for ICFAI University, Dehradun. It has been a great
challenge but a plenty of learning and opportunities to gain huge
knowledge on the way writing this report. I would not have
survived these sixteen weeks without Ms. Sonia Gambhir, our
amazing faculty guide, who seemed to be with us- always, and
prepared to give us feedback and guidelines whenever we needed
it. Thank you Ma’am! And one person, without his help and
continuing support I can’t pursue my SIP at M.Solutions is my
Company Guide Mr. Rahul Sharma. Thank you sir for continues
advices, mentoring and kind support for the accomplishment of my
OJT (On the Job training).
I also would like to thank all my friends, my colleagues and all
those persons whom I met in this time period for all feedback and
help which they provided to me. And of course to M.Solutions and
ICFAI University Dehradun, all their help and support. Thank you
all! I have learned a lot during these sixteen weeks and I hope you
will find my working as interesting and knowledge earning as I
have and that this report is showing to all. And it will be useful for others wanting to learn about SIP, my company M.Solutions
PREFACE
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This is the final evaluation report for our SIP. The summer
internship program (SIP) commenced from the 18 th of May
2011 and will formally close on the 22th
of Aug 2011. Theduration of the SIP is approx. 4 months (i.e. 16 weeks).
So as we know, these sixteen weeks (SIP) is the prelude to Pre
Placement efforts. It is during these four months of exposure to
the industry that we can impress the host organization with our
hard work, sincerity, knowledge and ethics. In most cases a
successful SIP leads to pre-placement offer. SIP would also be
a great learning experience since it enables us to blend theory
and practice, observe and learn the current trends in the
market.
In this report intern is totally free to share all his experiences
during, SIP, good and bad both. So this report reflects the
originality, the whole truth about intern’s working. And I’m
also putting these all things in this report.
index
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Introduction ................................................5
Objective ....................................................6
Company Profile .........................................8
Environment ...............................................13
Vision .........................................................17
Mission .......................................................20
Target’s and Task .......................................23
Strategies Adopted......................................25
Achievement ..............................................30
Analysis of Performance Vs Target .............32
Reason of Variance ....................................34
Mid Course Correction ................................36
Swot Analysis .............................................38
Problems/Limitations ..................................41
Learning in the executive Training .............44
Awards And Reward received .....................46
Conclusion ..................................................47
Bibliography ...............................................50
INTRODUCTION4
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Consumer perception is the study of how he purchases, how he
sells, how they get feedback from consumers and after that he came
to conclusion about particular M.Solutions product. It is asubcategory of marketing that blends elements from different
fields. It attempts to understand the buyer decision making process,
both individually and in groups. It studies characteristics of
individual consumers such as demographics, psychographics and
behavioral variables in an attempt to understand people’s wants. It
also tries to assess influences on the consumer from groups such as
Family, friends, reference groups, and society in general. By
understanding the consumer, we will be able to make a more
informed decision as to which strategy to employ.
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OBJECTIVE
As we all know that the real corporate conditions are all together
different from what we study in the books, so in order to get the
real corporate environment this ‘Summer Internship Program’ is
necessary for students of M.B.A. It has other benefits as well; it
gives the student the chance to work in the company. He gets the
practical exposure to the real working conditions of the company.
•
The objective of doing this summer internship program (SIP) isto gain the practical knowledge of the prevailing market6
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conditions as well as to get the true picture of the corporate
world.
• To understand the business sector and market knowledge and
selling skills.
• To achieve the targets set by our company guides which gives
us a feel of labor.
• To understand the market condition and his needs and wants.
• To gather as much knowledge about the companies products.
• The SIP (summer internship program) provides a student full
corporate knowledge related to his respective field.
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History of M.solutions company
About MLISL Group:-
• MONEYLINE INVESTMENT SOLUTIONS LIMITED.
• M SOLUTIONS.
• OM SAI OM ASSOCIATES.
• KANNALITE FACILITY MANAGEMENT SERVICES PVT. Ltd
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Presence in India
• India’s first truly client oriented company
• 110 Channel Partners across India
• Revenues of over 50 crores
• Market capitalization of over 150 crore
• Over 50 per cent revenues flow from our broking
division
• Over 300 employees belonging to over 25 different
nationalities
• 7 stakeholders
• “The Best Employer in India and among the top 20 in
India” Economic Times Survey 2006.
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Strong presence in financial vertical:
•
Life Insurance – 1st
Limited life insurance distributionBrokers
• Mutual Funds – Under distribution the first to manage AUM
of approx 200 crore from institutional and individuals
• Insurance Broking – Moneyline Investment Solutions
Limited
•
Equity & Commodity Broking – In distribution with AdityaBirla Money Ltd
• PMS Services – Since 2007 with personalized wealth
managers operating in India catering financial companies and
individual (HNI)
• Strong player in broking
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• Have a strong distribution network of over 35 own branches
and 110 business partners.
•
Large customer base in excess of 15,000.• Strong technology backbone and a range of products
delivered through a robust online and offline model.
• Dealing under MCX, COMMODITIES, CM, DEPOSITERY
BASED SERVICES.
About M.solutions Company
M-Solutions is the sub broker of Aditya Birla money group. The M-
solutions working behalf of Aditya Birla money. Aditya Birla money
pioneered the unique Unit Linked with the sun life Insurance Solutions in
India. The Aditya Birla Group, a US $70 billion conglomerate, is among
the largest business houses in India. It enjoys a leadership position in all
the sectors in which it operates. It is anchored by a force of 100,000
employees, belonging to 25 nationalities. Their operation spans 25
countries across six continents and is reckoned as India's first
multinational corporation. Headquartered in Mumbai, India, over 60 per
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cent of the Group's revenues flow from our overseas operations.
The Group nurtures a work culture where success is built on learning and
innovation. The Aditya Birla Group has been adjudged "The Best
Employer in India and among the top 20 in Asia" by the Hewitt, Economic
Times and Wall Street Journal Study 2007.
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THE INVIRONMENT
Competition has a significant impact on the marketing
environment. In this phase we discuss about the businessenvironment of m-solution
The Business environment of m-solution is basically two parts,
they are
Internal Environment
External Environment.
In the Internal Environment there are so many factors like
o
Human Resource – This is the important factor amongthe other factors. As the selling product is same that’s whyHuman resource is playing the vital role. It includes theexecutives as well as the sales people.
o Company Location – this is also vital factor of internalEnvironment .In Dehradun m-solution is located by the side
of Rajpur road which is the midpoint of the city. It will helpthe firm to capitalize the market very easily.
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o Financial Capability – m-solution is the subsidiary of
Aditya Birla money, so financial capability of the companyis very high and in contingency time it can get support fromits mother concern.
o Company Image – m-solution is one of the biggest inthe financial service sector of India as well as in the world.So the company image is the advantage for the m-solution
over the others.
Now we will see the external environment that can effect
the M-solutions, they are mainly two types i.e.
o Micro Environment – In the Micro Environment thereare main two factors,
They are as follows:
Distributors – There are some national distributors like Sharekhan, Tata AIG etc there are near about 150 IFA’s who
distribute and control the selling of m-solution Mutual funds
throughout Uttarakhand.
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Customer – The customer base of M-solutions in Uttarakhand
are the service class, the business class as well as the
corporate houses of UK.
o Macro Environment – The Macro Environment is basically effect the company most but indirectly , they areas follows :
o Political Environment – The political environment of Dehradun is very good which helps m-solution continue its
business peacefully.
o Socio-Cultural – The product portfolio and the company
policy is made seeing the social cultural values of the
Indians.
o Economic Condition – The economic condition of
Dehradun is more or less good so they are so much potential
market for m-solution or other investment firms.
o Natural – Though there is no much effect Natural
weather in the business of m-solution, still the weather of
Dehradun is very pleasant for the company.
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Vision
M.Solutions continues to pursue its 21st century vision of becoming
a worldwide leader in finance—ensuring customer satisfaction
through innovative products and superior service while aiming to
rank among the world’s top finance company.
On our way, we hold tight to a philosophy of “Great Company,
Great People,” underscoring our belief that only great people can
create a great company.
M.Solutions strives for greatness in what we’ve identified as our
three core capabilities: Product Leadership, Market Leadership, and
People Leadership—each strength a key part of realizing our
growth strategies for “fast innovation” and “fast growth”.
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VISION
Global Top 3
Financial company
GROWTH STRATEGY
“Fast innovation, Fast growth”
CORE COMPETENCY
“Product leadership, Market leadership,
People leadership”
CORPORATE CULTURE
No excuse, “we” not “I”, Fun workplace
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Mission
The mission of M.Solutions is to provide the customers with utmost
satisfaction through leadership.
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The fundamental policy of development is to secure product
leadership that the Customers may have the utmost satisfaction.
Product Leadership
We are focusing on six development areas to become the product
leader.
1. New Services
2. Insurance
3. PMS Services
Code of conduct of M.solutions:
1. Responsibility and obligations to customers :
• Respect for Customers
• Creating Value
• Providing Value
2 Fair competition
• Pursuit of Free Competition
• Compliance with Laws and Regulations
3 Fair Transaction :
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• Equal Opportunity
• Fair Transaction Procedure
• Support and Aid for Business Partners
4 Basic Ethics for Employees
• Basic Ethics
• Completion of Duty
• Self Development
• Fairness in Performance
5 Corporate Responsibilities to employees
• Respect for human dignity
• Fair Treatment
•
Promoting Creativity
6 Responsibilities to society and country
• Rational Business Development
• Protection of stock holder interest
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TARGET’S AND TASKS
• It is all about login in business. Like all other companies we
have also got the target on the monthly basis, which is we have
to sell the life insurance worth Rs. 10,000 or portfolio
management service(PMS) Rs 50,000 per month. For this
purpose we have to call the people, get the appointments from
the interested people, visit them and tell them about the
different available products of the company. We have to also
go in the market and find the interested people who want to
invest in the M.Solutions. We have to tell the people about the
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feature of the company, as this company is new one in the
market.
We have to first understand the products of the company welland then go into the market. We have to keep the full
knowledge of the company as well as the products.
Serial
Number
Month’s Target
Assigned
Product Task
1 Ist Month 100000 Insurance
product of
Bajaj Allianz
Meet the
customer
2 IInd Month 100000 Insurance
product of
Bajaj Allianz
Fix meeting
one customer
every day
3 IIIrd Month 100000 Insurance
product of
Bajaj Allianz
Pitch policy
to the
customer
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STRATEGIES
Strategic business planning should be proactive rather than
reactive. There are few steps which I used effectively to develop a
business plan suitable for the organization which are stated as
below:-
• Prepare the statement that describes, which business the
company is in and what are the companies products that
customer need.
• Develop the mission statement.
• State the premises on which the plan is based.
• Analyze the companies past performance.
• Evaluate the impact of changes taking place in the
market.
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• Compare the image of the company with that of the
expected image of the customers.
• Search for the critical success factors of the company and
try to add value to them.
• Check the performance of the management.
• Search the ways to enhance the performance of the
management.
As I was doing the personal selling this is the form of
selling a product directly to the customer by explaining or
demonstrating the features of the product to him/her.
Personal selling is highly specific, with regard to target
Audience. The costs involved are high as the salesperson
has to personally meet every potential customer. But in
M.Solutions we were provided with free calling facility. We
used to call at least 10 people every day and get
appointments from them. Then we have to go on the calls to
meets the customers from whom we got the appointments.
I used endless chain method to get the references, that
every person whom I met I tried hard to at least five
references from him. I also used to get references from my
friends, and the people I know in this city.
Another thing which is to be kept in the mind is to identify
the target market and its needs accurately, while striving to
serve those needs according to customer’s expectations will
help the company to gain the competitive advantage. Every
customer has individual tastes and preferences and can be
classified as the distinct target audience. The tastes of twocustomers will never match. So it not feasible for the
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insurance and PMS to customize the products to suit the
requirements of every customer. So it all depends on the
sales personnel how he will present the same product to
different customers.
The steps which I fallowed to get the customers are
enumerated as below:-
• PROSPECTING AND EVALUATING:- Prospecting is
the process of finding and evaluating potential
customers. For qualifying a person as potential he shouldhave an immediate need.
• PRE-APPROACH:- After having identified the hot
leads, the sales person plans and prepares for making a
sales call on them. The pre-approach of personal selling
process involves further sub stages such as creation of prospects profile, deciding on the approach, and
preparing for the presentation.
•
APPROACH:- Approach is the stage in personalselling process in which the sales person makes the26
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initial contact with the potential customer and tries to
find out his needs.
• PRESENTATION:- The sales presentation is the most
important step in the sales process. The aim of the sales
presentation is to get the customers attention towards the
product.
• HANDLING OBJECTIONS:- Sales persons need to
clarify any doubts or objectives that the customers might
have.
• CLOSING:- This is the stage in the sales person asks
the customer to buy the product is called closing.
• FALLOW UP:- The objective of every sales person is to
ensure repeat sales. This can be achieved by enhancing
the customer satisfaction. Fallow up stage plays an
important role in showing that the company and the sales
persons are genuinely interested in nurturing a long term
relationship with the customer.
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ACHIEVEMENTS
The target of the summer internship programmed has been sub
divided on the monthly basis. The report of last 3 month is given in
the fallowing table:
Serial
Number
Month’s Target
Assigned
Target Achieved Remarks
1 18th of may
to 18th of
June
10,000 Nil Market
Research
2 18th of June
to 18th of
July
10,000 Nil Market
Research
3 18th of July
to 18th of
Aug.
10,000 Achieved (5th of
Aug.)
10,000
policy
In the first month. I was not able to generate any business because
the customers were not ready to buy the insurance and PMS at that
moment. They gave a time of 1-2 months. I kept meeting with new
customers, and finally I was able to sell the business of Rs 10,000
in the 3rd month’s which was a big achievement fog me.
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ANALYSIS OF PERFORMANCEVs VARIANCE
I was assigned so many tasks by my company guide as time to
time. These tasks were simple as well as tough to be achieved.
I tried my level best to achieve these targets or to accomplish
the tasks assigned. Sometimes I succeeded whereas sometimesI failed.
But with my best of the hard work I tried to come out with the
best outcomes. Our SIP (Summer Internship Program) started
on 18th may2011. We had an introduction session of one week
and than we started our work.
I was given the targets varying in nature. These targets werequalitative in nature rather than being in monetary terms. I
achieved most of the targets in the desired time. But some of
them were unachieved and hence I had to extend the work for
sum more time.
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REASONS FOR VARIANCE
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There were sum main reasons for the variance in target
achievements. These were:-
o
Lack of proper knowledge.o Lack of the corporate experience.
o Deviation from the main target.
o Unsupportive nature of the employees.
o Lack of motivation.
o Time constraints.
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MID COARCE CORRECTION
Working with PMS services and finance company is a hectic
job because you have to convince people and get money out of
them. It is even harder for those who are the outsiders like me.
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For professionals working with insurance and finance
companies need to have as many as contacts as possible,
because it is all about meeting new people and getting
references. So it necessary to work with definite strategy to bethe insurance company and finance company. I also applied
some strategies to login business. I opted to share my
commission with the customers in order to attract them. I also
visited the place where people were free and ready to listen.
First we approach the customer for only D-mat and PMS
services but after 3 week. Company adds the target sale the
insurance policy. So this is not clarified. When we joined the
company. So this is mid corruption to company
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SWOT ANALYSIS
After collecting and analyzing all the information about
M-solution in Dehradun we can do a SWOT analysis on it.
The main strengths of M-solutions are as follows:
• Brand image of Aditya Birla money.
• Wide range of product portfolio.
• Financial backup by the mother concern.
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M-solutions should capitalize on these three things as much as
possible and take the advantage over it competitor.
The main weakness of M-solutions is
• Less product differentiation
• Least Employees.
M-solutions need not worry about the less employee force but
should pitch its product to the right customer in right time at
right place in right way and giving better customer service to
capture more market share.
The opportunity in the base of Uttarakhand is that:
• Legal and political environment is good.
• As per capita income of Dehradun is better than thenational per capita income then here m-solution can getmore investment from the customers.
The threat will be:-
• The new Finance company, Insurance Company andshare trading company are giving a cut throatcompetition to the M-solutions, so it must carefully
handle the customers.
• Market fluctuation – It can’t be handled by the firm soM-solutions must suggest its customers to invest themoney for long term which minimize the risk of sinkingof any funds.
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PROBLEMS AND
LIMITATIONS
There were a number which I faced during my summer
internship programmed but the main ones are discussed
as below:-
• The first and the main limitation is that recession is
going on these days, so people are not getting good
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return for their investments which they were getting 2-3
years back. So they are interested in investing their
money in insurance and finance companies.
• The second limitation is that M.Solutions Company isthe new company in the market. Most of the people do
know nothing about the company as a result they are not
interested in investing their money in a company about
which they know nothing.
• The third limitation is that I am not a local. I did not
know much about the city and the people. I also faced
problems in getting references.• The fourth limitation is that M.Solutions Company has
got a limited number of branches as compared to other
Life Insurance companies and PMS services.
• The fifth limitation is people do not have faith on the
private companies.
• Another limitation is that the customers do not know the
benefits of the insurance and PMS services they are
ready to listen as well.
• Another limitation is that M.Solutions has less number of
product lines as compared to other insurance and Finance
companies.
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LEARNING AND EXECUTIVE
TRAINING
Executive training is the inseparable part of the MBA program.
It provides the real face of the corporate world to students. It
helps students to make them adaptive to the conditions to
survive in the competitive world.
Following are the sum lessons what we get during our SIP
(Summer Internship Program):-
• Punctuality and hard work is the key to success.
• Positive attitude and strong confidence needed.
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• How to behave in corporate world and follow the rule
and regulation formed by company is important to
sustain.
• How to handle the customer and their queries.
• How to interact with the customer and to figure out their
problem.
• Be honest and committed towards work.
• Well disciplined strategies are required to achieve
success.
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AWARDS
Awards, incentives and stipend are the most important factors
to get motivated towards the work. By these factors more
productivity can be achieved. As far as awards are concerned
I have performed best of my capabilities, I got a very
generous backup and a positive support from the company,
which wasn’t less than award. As I was so nervous entering
the company that I would not be able to achieve or fulfill the
targets as I would be expected but thanks to all the senior
employees who encouraged me a lot. I got a stipend also of
Rs. 2500 per month, which also motivated me to work better.
It was not that I was attracted towards the monetary aspect but the stipend gave me a feel that I am expected to work as
am getting some value for it.
I also got incentive on the target which is achieved by me.
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CONCLUSION
This training is very vital part of the whole MBA program.This is the key to success in our career. The SIP provides a real
exposure to the corporate world. During these 13 weeks I
learned a lot. These 13 weeks gave me a practical knowledge
of working in an organization. I am quite lucky to get the
chance of working in an organization like this which gave me
true exposure to the corporate world.
After the completion of M.B.A program we are suppose to jointhe corporate world and now we are experiencing the same
atmosphere. Although it is our initial step hence we are feeling
little bit stressful. If we perform our best we can get pre
placement offer from our SIP Company. Our SIP record could
help us during placement time. As we know hard work is the
key to success, so we tried our level best.
Finally the conclusion is that one has to work hard and refinehis skills to reach the height of perfection. Although we are
facing some problems but I hope with hard work and
dedications we can tackle them in future.
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BIBLIOGRAPHY
List of Books and Articles:
• Mallette Paul, Doing the Right Thing: Bank one’s
Response to the Mutual Fund Scandal, Colorado State
University
• Basic of Mutual Fund.
• Marketing Management, ICFAI Press
• Business Research Method’s ICFAI Pres.
• Business Economics, Business Today, Business World,
Outlook Money.
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List of Websites Articles-
• www.m-solution.org.in
• www.valueresearchonline.com
• www.businessplans.org
• www.amfiindia.com
• www.rediff.com/money
• www.bulletproffbizplans.com
• www.birlasunlife.com
• www.sbimf.com
• www.mfea.com
• www.finance.yahoo.com
• www.moneycentral.msn.com/investor
• www.wikipedia.com
• www.rediff.com/stockqutes
• www.mfea.com
• www.finweb.com• www.reliancemoney.com
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