Description
CDM is a self service machine for deposit of cash using SBI ATM cum debit,Green Remit, SME Business Debit Card and SME Insta Deposit Cards.
JNTU SCHOOL OF MANGEMENT STUDIES
JNTU University, Hyderabad.
COMPARATIVE STUDY OF CASH DEPOSIT MACHINE
Internship Report su!itte" to S#I in $o!p%etion o& the re'uire!ent
o& Su!!er Internship (t St(te #
o& In"i(
NAME OF THE STUDENT* NIHAR ALLADI PROJECTMENTOR+
REPORTING OFFICER
AT THE #AN,
MAY -r" ./0- TO JULY1111 ./0-
INDE2
03 CERTIFICATE OF COMPLETION
.3 AC,NO4LEDGEMENT
-3 TA#LE OF CONTENTS
53 LIST OF CHARTS
63 LIST OF TA#LES
73 INTRODUCTION
83 FRAME4OR, OF STUDY
93 METHODOLOGY AND ANALYSIS
:3 #I#ILOGRAPHY
0/3 ANNE2URES
AC,NO4LEDGEMENT
I NIHAR ALLADI, have taken e!rts !r "!#$%etin& this $r!'e"t. H!(ever, it
(!)%d n!t have been $!ssib%e (ith!)t the kind s)$$!rt and he%$ ! #any
individ)a%s and !r&ani*ati!ns. I (!)%d %ike t! e+tend #y sin"ere thanks t! a%%
! the#.
I a# hi&h%y indebted t! ,rakesh Ra! &ar) and Sasthry &ar), the $r!'e"t
#ent!rs !r their e+e#$%ary &)idan"e, #!nit!rin& and "!nstant s)$ervisi!n
as (e%% as !r $r!vidin& ne"essary in!r#ati!n re&ardin& the $r!'e"t and a%s!
!r their s)$$!rt in "!#$%etin& the $r!'e"t.
I (!)%d %ike t! e+$ress #y sin"ere &ratit)de t!(ards #y $arents and
#e#bers ! "!%%e&e !r their kind "!-!$erati!n and en"!)ra&e#ent (hi"h
he%$ #e in "!#$%eti!n ! this $r!'e"t.
I (!)%d %ike t! e+$ress #y s$e"ia% &ratit)de and thanks t! a%% S.I e#$%!yees
!r the va%)ab%e in!r#ati!n $r!vided by the# in their res$e"tive ie%ds. I are
&rate)% !r their "!!$erati!n d)rin& the $eri!d ! #y $r!'e"t. Thank)% !r
the# !r #akin& this $r!'e"t #eanin&)%.
Fina%%y #y sin"ere and h!nest thanks !r the S.I /)st!#ers !r &ivin& their
va%)ab%e ti#e t! %isten t! )s $ea"e)%%y (hi"h &ave )s the "!niden"e t!
"!#$%ete this $r!'e"t s)""ess)%%y. 0ith!)t the# there is n! %ie !r this
$r!'e"t.
TA#LE OF CONTENTS
S3NO Tit%e
1 INTRODUCTION
2 FEEDBACK
3 LIST OF CHARTS
4 FRAMEWORK OF STUDY
5 METHODOLOGY AND ANALYSIS
6 OBSERVATIONS
7 RECOMMANDATIONS
8 SWOT ANALYSIS
9 BIBILOGRAPHY
10 ANNEXURE
INTRODUCTION:-
Profile of the Student: -
I Nihar Alladi, student of School of Management Studies (SMS),
Jawaharlal Nehru Technological University, ydera!ad "ursuing my M#A II semester$ I am
very much interested to do a "ro%ect in the field of MA&'(TIN), and S#I "rovided me the
o""ortunity to do Internshi" "rogram at their re"uted organi*ation$
Brief profile of project mentors: -
+ra,esh rao, A)M of S#I in Alternate -hannels de"artment, and
Shastry garu and mu,esh sir were our "ro%ect mentors$ They were the most hel"ful and the !est
mentors "roviding all the re.uired information which would hel" me in my "ro%ect$ They were
very ,ind always willing to here what we were saying and they gave very "recious time of them
even in their office hours and discussed some valua!le information with us which gave us
enough and more confidence in com"leting this "ro%ect successfully$ /e are very much o!liged
to them and for their valua!le su""ort$
Profile of the Organization: -
State Bank of India (SBI) is a multinational !an,ing and financial
services com"any !ased in India$ It is a government0owned cor"oration with its head.uarters in
Mum!ai, Maharashtra$ As of 1ecem!er 2342, it had assets of US5634 !illion and 46,337
!ranches, including 468 foreign offices, ma,ing it the largest !an,ing and financial services
com"any in India !y assets$
#an, of Madras merged into the other two "residencies !an,s9#an, of -alcutta and #an, of
#om!ay9to form the Im"erial #an, of India, which in turn !ecame the State #an, of India$
)overnment of India nationali*ed the Im"erial #an, of India in 4:66, with &eserve #an, of
India ta,ing a ;3< sta,e, and renamed it the State #an, of India$ S#I was ran,ed 2=6th in the
>ortune )lo!al 633 ran,ings of the world?s !iggest cor"orations for the year 2342$
S#I "rovides a range of !an,ing "roducts through its networ, of !ranches in India and overseas,
including "roducts aimed at non0resident Indians (N&Is)$ S#I has 4@ regional hu!s and 68 Aonal
Bffices that are located at im"ortant cities throughout the country$
The State #an, of India was named the 2:th most re"uted com"any in the world according to
Forbes 233: ran,ings and was the only !an, featured in the Cto" 43 !rands of IndiaC list in an
annual survey conducted !y #rand >inance and The Economic Times in 2343$
State Bank of India (SBI) is a multinational !an,ing and financial services com"any !ased in India$ It is
a government0owned cor"oration with its head.uarters in Mum!ai, Maharashtra$ S#I "rovides a range of
!an,ing "roducts through its networ, of !ranches in India and overseas, including "roducts aimed at non0
resident Indians (N&Is)$ S#I has 4@ regional hu!s and 68 Aonal Bffices that are located at im"ortant cities
throughout the country$
Logo and slogan: -
• The logo of the State #an, of India is a !lue circle with a small cut in the !ottom that de"icts
"erfection and the small man the common man 0 !eing the center of the !an,?s !usiness$ The logo
also resem!les a ,ey hole which re"resents the D'(E TB SU--(SSF$
• SlogansG 0
C+U&( #AN'IN), NBTIN) (HS(C,
C/IT EBU 0 AHH T( /AEC,
CA #AN' B> T( -BMMBN MANC,
CT( #AN'(& TB (I(&E IN1IANC,
CT( NATIBN #AN'S BN USC$
S#I has five associate !an,sJ all use the State #an, of India logo,
which is a !lue circle, and all use the CState #an, ofC name, followed !y the regional
head.uarters? nameG
• State #an, of #i,aner K Jai"ur$
• State #an, of ydera!ad$
• State #an, of Mysore$
• State #an, of +atiala$
• State #an, of Travancore$
SWOT Analysis of SBI
Strength
4$ The !iggest !an, in the country
2$ as a se"arate act for itself$ Thus, a s"ecial "rivilege$
7$ #iggest !ranch networ, in the country
@$ >irst "u!lic sector to move to -#S
Weakness
4$ uge amount of staff
2$ (L"ected to eL"erience high level of attrition due to
retirement of its to" management
7$ Still carries the image of the old )ovt$ sector !an,
Opportunity
4$ +ool in talent to re"lace the going to" management to
serve the neLt generation
2$ Ma,e !etter use of its -&M
7$ (L"ansion into rural areas
Threats
4$ -onsolidation among "rivate !an,s
2$ New !an, licenses !y &#I
7$ >oreign !an,s that have so"histicated "roducts
INTRODUCTION
CASH DEPOSIT MACHINE (CDM):
• -1M is a self service machine for de"osit of cash using S#I ATM cum de!it,)reen
&emit, SM( #usiness 1e!it -ard and SM( Insta 1e"osit -ards$
• It allows the customers to ma,e an envelo"e0free cash de"osit of u" to 233 notes with a
maLimum limit of &s$@::33M0 at any instance of denominations of &s 4333M0,633M0 and
433M0$
Benefits of CDM to the customers:
• Self0 Service "rocess, -ustomers do not need to come to the !ranch for de"ositing cash$
• Authentication of all !an, notes de"osited$
• (asier usage than envelo"e de"osit$
• -an use Services even in non !an,ing hours,as it is a 2@N8 service machine$
• No need to wait in the .ueue at counters$
Benefits to Bank:
• 1ecrease .ueue at counters$
• Increase cash de"osit transactions$
• Increase cash Management (fficiency$
• &ationali*e -ash Arrangement at #ranch$
• &educes time s"ent "rocessing routine transactions, allowing more time to focus on
relationshi" !uilding and cross0selling activities$
• -ustomer convenience !y allowing the customers to de"osit anytime$
Functionalities of CDM:
• Acce"ting the cash de"osit u" to @:,:33M0 and 233 "ieces of &s 4333M0, 633M0 and 433M0
denominations which the machines scans for genuineness(.uality) and counts note "iece
!y "iece (.uantity),
• #alance (n.uiry,
• Mini Statement,
• +in -hange >acility$
Main Objective of Cash Deposit Machine:
• The main o!%ective of -1M machine is the customer himself can de"osit the cash
into his account with his convenience of time$
• So that they could not stand in long .ueues at the !an, and use the time
efficiently$
• As it is a 2@N8 service the customer can use this machine at non !an,ing hours
also for de"ositing the cash into their own account$
• As the money is !eing authenticated in the machine there is a "ossi!ility of
reducing de"osits of fa,e notes into the machine$
• -1M will not acce"t the torn notes, fa,e notes etc, these ,ind of notes will
se"arately go into the re%ected !in which is "rovided$
• As the customers de"ositing cash themselves the !an, staff can reduce time s"ent
"rocessing routine transactions, allowing more time to focus on relationshi"
!uilding and cross0selling activities$
• It also decrease .ueue at counters and increases cash management efficiency$
FEED#AC, OF CASH DEPOSIT MACHINE
These are some of the o!%ectives of the -1M machine$#ut the .uestion is are these o!%ectives
are !eing fulfilled for the customersO Are the customers showing interest in using -1MO Are
there any "ro!lems faced !y the customersO Is the -1M machine wor,ing fineO All these
.uestions are answered !y some of the customers$ These are the feed!ac, given !y some of the
customers after using -1M machine in their own views$
4o;<<This !($hine !("e != ;or) e(sier (n" &(ster3Li)e" it<<
0 A s!t(are en&ineer ater )sin&
/DM.
It too) %ess th(n 6 !inutes &or !e to "eposit $(sh3 I& I st(n" in
'ueue it !(= t()e !ore th(n -/ !inutes3 I ;ont st(n" in %ine
no; on;(r"s.
0 A retired s#i%in& ")st!#er !n
/DM.
Th(n> &or this !($hine3 I $(n "eposit != $(sh (t %(te ni?hts
(%so3 It !("e != ;or) e(sier (n" no; I $(n re(the e(s=.
0 A b)siness#an (h! needs t!
de$!sit "ash int! his a""!)nt
dai%y ni&ht.
4e%% I (! (""i$te" to this !($hine3 E(?r%= ;(itin? &or ( $(sh
"eposit ser@i$e into otherAs ($$ount (%so3
0 A en&ineerin& st)dent.
It is ( ?oo" !($hineB ut on%= &or %iter(tes3 I &ee% their shou%"
e (n e!p%o=ee to ?ui"e the i%%iter(tes3
0 A (!#en advisin& handh!%din&
at /DM
I h(@e %ost the !one= in this !($hine, (n" I (! (&r(i" to use it
(?(in3
0 A e#$%!yee e+$ressin&
dis$%eas)re.
These are some feed!ac, given !y the customers$ The feed!ac, of !an, em"loyees must also !e
ta,en into consideration to ,now the machine !etter$
I $(n see the (""i$tion to;(r"s the !($hine3 I thin) in &uture (
'ueue &or %("ies shou%" e there e@en (t this CDM !($hine
(%so3
A e#a%e e#$%!yee sar"as#.
The !($hine is "oin? h(%& o& != ;or)3 No; I $(n "o other ;or)
&ree%=3
0 A bank a""!)ntant.
It is ( ?oo" !($hine ut so!eti!es it h(n?s3 Custo!er ser@i$e
o& the !($hine is ;orst3
Their shou%" e (n e(r%= response &ro! the!3
0 A bank e#$%!yee.
Yes it is ( ?oo" !($hine ;ith so!e &%(;s in it3Its us(?e is
etter in %iter(te (re(s3
0 A /ashier
There ;i%% e no !($hine ;ithout (n= &%(;s3 E(r%ier peop%e
;ere (&r(i" to use ATMAs ut no; there is no person ;ithout
usin? ATM3 It t()es so!e ti!e &or CDMAs to re($h pu%i$3 I et
this CDM !($hine ;i%% e the &uture re@o%ution3
0 A .ank Mana&er.
#y going through this feed!ac, of customers and !an, staff we can ,now that this is a
good, useful, time saving machine !ut with certain defects in it$ So we need to
concentrate on these defects to fulfill the o!%ectives of this -1M machine$
ere are some !an,s which we have visited and educated
the customers on -1M and too, their feed!ac, of -1M$ /e also too, the feed!ac, of
!an, staff$ /e have had a discussion with every !an, manager, cashier and accountant of
the !ranch and "en down some im"ortant "oints regarding the "ros and cons of the -1M
machine$ This discussion with them was very useful and actually the !ase for this "ro%ect
re"ort$ /e are very than,ful for the managers for giving us some time from their hectic
schedule and sharing their feelings on -1M$ /e are also than,ful for our fellow
customers who listened to us calmly and gave chance to educate them and "rovided us
with their valua!le feed!ac,$
LIST OF CHARTS
1. How often do you deposit cash into the bank.
• /e got to ,now that most of the customers are de"ositing everyday or twice in a wee,$
2. Do you know/used these Tech-Savy products of SBI?
• M!st ! the ")st!#ers kn!(n1)sed /DM and SS2 #a"hines.
3. Do you use Cash Deposit Machine?
• Almost alf of the customers ,nowMused the -1M$
4. If you have used already how do you find this machine?
• It is a very useful machine carrying little "ro!lems$
5. Do you prefer using a CDM to branch banking?
• Bf course -ustomers are "referring -1M than #an, #ranching$
6. Prioritize the following reasons why customers are using CDM`s ?
• Most of them are using -1M for avoiding the .ueue at !an,s and to use it 2@N8 , hence
fulfilling the o!%ective of -1M$
7. Type of CDM services you have used in CDM Machine?
• -ustomers are using -1M mostly for 1e"ositing cash$
8. Any additional Services you want with this CDM's?
• 1e"ositing money into others account can ma,e this machine a Su"erior$
9. What are the problems have you encountered while using an CDM?
• This can !e considered as the main "ro!lem P cash ta,en !ut not de"osited into account$
0/3 Do =ou &in" it ne$ess(r= o& ( Hand Holding (t the CDM
M($hineC
• ItQs !etter to have hand holding at -1M atleast for the machine gets ha!ituated for
customers$
11. Level of Satisfaction of CDM service from SBI?
• -ustomers are satisfied !ut with some little "ro!lems$
Duestionn(ire &or C(sh Deposit M($hine For St(&&
1. Considering most recent experience with CDM, what is the Feedback of customer
you received about product?
• (m"loyees got a miLed feed!ac, for -1M machine$
2. Only considering about the features and benefits of the CDM, How satisfied are
you?
• (m"loyees got a miLed feed!ac, for the features of -1M machine$
3. Are the customers preferring CDM than bank branching?
• /)st!#ers are $reerrin& /DM than bran"h bankin&.
4. Do you think that Customers really know the features and benefits of CDM?
• Ma'!rity ! the ")st!#ers kn!( ab!)t the eat)res and )ses ! /DM.
5. If No did you ever try to educate them?
• Here ")st!#er3s (i%%in& sh!)%d a%s! be "!nsidered.
6. Do you recommend Customer to use CDM?
• Here ")st!#er3s (i%%in& sh!)%d a%s! be "!nsidered.
7. The following reasons why customers are using CDM`s?
• Fr!# the ab!ve "hart (e "an see that the !b'e"tive ! /DM is bein& satisied.
8. Type of CDM services which customers use the most.
• M!st ! the ")st!#ers $reer de$!sitin& "ash !n%y.
9. Do you find it necessary for hand holding at the CDM Machine?
• S!#eti#es hand h!%din& is ne"essary !r i%%iterate and ")st!#ers (h!
are ne( t! /DM
10. What are the problems customers have encountered while using a CDM?
• It "an be "!nsidered as the #ain $r!b%e# ! /DM 4 "ash taken b)t
)nab%e t! de$!sit int! a""!)nt.
11. Is it more useful for customers that CDM`s should be in ATM`s rather than in Banks,
so that customers can use CDM`s 24`7 ?
• It de$ends be"a)se it is 5)ite dii")%t (hen a $r!b%e# en"!)nters
(hen the ")st!#er )ses it in n!n bankin& h!)rs.
12.What is the main feature that customers want in CDM?
• ,!int t! be n!ted66
13.Overall, how satisfied are you with CDM?
• It can me su"erior after solving certain "ro!lems$
14. What are the problems your branch are facing with CDM?
• Every $r!b%e# #)st be taken int! "!nsiderati!n.
FRAME4OR, OF STUDY
Theoreti$(% &r(!e;or)*
• /DM is a se% servi"e #a"hine !r de$!sit ! "ash )sin& S.I ATM ")#
debit,7reen Re#it, SME .)siness Debit /ard and SME Insta De$!sit
/ards.
• It a%%!(s the ")st!#ers t! #ake an enve%!$e-ree "ash de$!sit ! )$ t!
899 n!tes (ith a #a+i#)# %i#it ! Rs.:;;991- at any instan"e !
den!#inati!ns ! <9991-,=991- and <991-.
OEe$ti@e o& the ProEe$t>
The &!a% ! the $r!'e"t is t! #ake a s)rvey !n h!( ")st!#ers are #akin& the
ee"tive )se ! the #a"hine, (hat are the $r!b%e#s a"ed by the ")st!#ers
in the #a"hine and (hat are the i#$r!ve#ents that "an be #ade s! the
/DM #a"hine "an be s)$eri!r.
S$ope o& Stu"=*
The s"!$e ! the $r!'e"t is t! #ake a detai%ed s)rvey ab!)t the )se ! /DM
#a"hine (hi"h is avai%ab%e in <: bran"hes ! the "ity and by visitin& vari!)s
bran"hes and "!%%e"tin& the eedba"k r!# the ")st!#ers as (e%% as the
e#$%!yees re&ardin& the )sa&e and $er!r#an"e ! this /DM #a"hine...y
d!in& this $r!'e"t, (e "an ana%y*e the )sa&e and $er!r#an"e ! the /DM
#a"hine and the "han&es that "an be #ade s! that /DM "an be #!re
ee"tive%y )sed.
Li!it(tions o& Stu"=*
As n! #a"hine1$ers!n is $ere"t in this (!r%d, n! st)dy "an be "!nsidered as
)%%y re%iab%e at !ne &%an"e. There are a n)#ber ! )n"!ntr!%%ab%e a"t!rs
a"tin& as %i#itati!ns in "!nd)"tin& the st)dy .S!#e ! s)"h %i#itati!ns
en"!)ntered by #e in !)r st)dy are
• S!#e ")st!#ers sh!( n! interest in &ivin& the eedba"k.
• D)e t! s!#e a"ed in the #a"hine, )nsatisied ")st!#ers (ere &ivin&
(r!n& eedba"k !n the #a"hine (hi"h #ay ae"t the st)dy.
• Res$!ndents in s!#e banks &ave biased res$!nses !r ear ! their
$!siti!n in the !r&ani*ati!n .This #ay in%)en"e the res)%ts.
• 0e "!)%d n!t take eedba"k ! s!#e i#$!rtant e#$%!yees as they
(ere b)sy in their (!rk, s! "ertain%y %!ss ! va%)ab%e in!r#ati!n.
Perio" o& Stu"=*
This st)dy (as "!nd)"ted a"r!ss vari!)s S.I bran"hes in t(in "ities (ithin a
d)rati!n ! := days !r visitin& bran"hes, $re$arin& 5)esti!nnaire, eva%)atin&
the# and "reatin& $r!'e"t re$!rt.
METHODOLOGY AND ANALYSIS
Metho"o%o?=*
The 5)a%ity and re%iabi%ity ! resear"h st)dy is de$endent !n the in!r#ati!n
"!%%e"ted in s"ientii" #anner. Here (e have a 5)esti!nnaire "!ntainin& <<
5)esti!ns re%ated t! the /DM #a"hine s! that the ")st!#ers "an &ive the
a"")rate in!r#ati!n in their vie(. N!t !n%y de$endin& !n the 5)esti!nnaire
b)t a%s! visitin& the vari!)s bran"hes and by #eetin& dierent kind !
$e!$%e ! dierent a&es he%$ed )s a %!t in "!%%e"tin& the in!r#ati!n. The
st)dy inv!%ved in dra(in& some im"ortant information regarding the "ro!lems of the
machine, "lacement of the machine , com"laints of the machine, feed!ac, of customers and staff,
usage of the machine !y the customers
ere are the #ranches which owing -1M machines in ydera!ad and Secundra!ad$
• -handrayangutta
• -handulal #aradari
• uc
• Bld mala,"et onsite
• Trimulgherry
• AS &ao Nagar
• 1efence -olony
• 'u,at"ally
• Bld MHA Ruarters
• Musheera!ad
• Ianasthali"uram
• Eosufguda
• ydera!ad main Bnsite
• Secundra!ad Main Bnsite
>ollowing the a!ove methodology and !riefly going through all the !ranches we have come
across some o!servations and after analy*ing it what conclusions it leads to and also what must
!e recommended is s"ecified in a ste" !y ste" manner$
CDM is a machine which 90º of PROS and only with 10º of CONS.These 10º problems
are observed analyzed and recommended suggestions are specified below.
Observation -1
The "lacement of the machine is not "erfect and also the la!eling is not that a""ealing$ Bnly in
some !ranches la!eling and the "lacement is well done$
Analysis:
Initially any "erson will see the loo, or "lacement of the machine$ #y seeing the machine one
should understand that it is a cash de"osit machine !ut not ATM machine$ So "ro"er la!eling
must !e there for s"ecifying that it is an -1M machine$ #ut o!servation goes in the other way$
Conclusions:
• There were many cases where "eo"le were using -1M thin,ing that it is an ATM and
they com"lain that they cannot withdraw through that machine$
Recommendations:
+ro"er la!eling and dis"lay !oards are "ro"erly arranged at every -1M machine$ The la!eling can
!e done in this way so that customers can understand that it is a -ash de"osit machine$ This we have in
U- !ranch which is "ro"erly la!eled$
Observation -2
The dis"lay of instructions of the machine is not good in ma%ority of the !ranches$
Analysis:
As the customers are new to the machine their should !e "ro"er instructions a!out how to use the
machine$
Conclusions:
• #y following the instructions the customers can ,now the ste"s or "rocedure a!out how
to de"osit the cash into the machine$
Recommendations:
In some !ranches the instructions were "ro"erly dis"layed which made the customers easier to o"erate the
machine$ It will !e !etter if all the other !ranches also use in this way$ The !ranches of
U-,secundra!ad,-handulal !aradari and defence colony have dis"layed the instructions in this manner$
Observation -3
The -1M machines are located in !an,s rather than in ATM centers, so violating the o!%ective
of the -1M machine$ In some !ranches as the ATM center is congested there is no "lace for
-1M at the ATM center, so it was ,e"t in #an, "remises$
Analysis:
/hen the -1M is in ATM centers the customers can de"osit the cash 2@N8$ #ut there were
issues li,e facing some "ro!lems with the machine which cannot !e rectified in non !an,ing
hours$ It !ecame "ro!lematic even in !an,ing hours when a "ro!lem occurs any !an, em"loyee
should delay his wor, and rectify the -1M "ro!lem$
Conclusions:
• It can !e very useful if it is availa!le for 2@ hours$
• The !usiness customers can use this machine at any time who mostly do the transactions
at the end of the day i$e$, at night$
• It is not necessary that it should !e availa!le for 2@ hoursMnon !an,ing hours$
• There were issues li,e customers where telling lies in amount of cash de"osited when
they come across hardwareMsoftware "ro!lems$
• If it can !e used for 2@ hours, their will !e no one to ta,e care of the machine and the
"u!lic can even damage the machine$
Recommendations:
• This o!servation got a miLed tal,, so it is recommended that as most of the customers are
new to the machine , they fine it hard to use this machine now, if they come across any
"ro!lem in the machine they rush into the !an,, !ut in non !an,ing hours it is not
"ossi!le to give the com"laint and solveMrectify the "ro!lem$ #ut once they got ha!ituated
to the machine they alone can use this without any oneQs hel" and they can use it
correctly without any fail$
• So it is recommended that till the customers get ha!ituated to the machine it should !e in
!an, so that the "ro!lems are solved instantly and once they got ha!ituated it can !e
shifted to ATM for the availa!ility of 2@ hours so that the customers can use the machine
thoroughly after getting used to the machine$
Observation -4
In some areas li,e Musheera!ad, Bld Mala,"et , Bld MHA Ruarters, -handrayangutta etc
ma%ority of customers are uneducated, so they find it hard to use the machine$ Sometimes even
educated customers did mista,es in using the machine "ro"erly$ This shows the im"ortance of
AN1BH1IN) at the cdm machine$
Analysis:
The uneducated customers cannot "erform the o"erations of -1M thoroughly, till the customers
get ha!ituated a handholding should !e there at the machine$ There were issues li,e the
customers unnecessarily creating "ro!lems for !an, staff which frustrates in their wor,$
Case Study:
A well educated student has folded and ,e"t the money into the machine when it as,ed to de"osit
the cash, which one should not ,ee" in that way$ It made the -1M to struc, and some of notes
were torn into "ieces$
This $(se sho;s the i!port(n$e o& proper instru$tions (n"
h(n" ho%"in?3 It is etter ;hen the $usto!ers (re ein?
?ui"e" = (n e!p%o=ee to (@oi" pro%e!s %i)e this3
Conclusions:
• Most of the customers as well as !an, em"loyees are re.uesting andholding at
the -1M machine$
• If there is a andholding the customers will find easy in using the machine and
even they get attracted and shows interest in again using the machine$
• If there is a andholding the !an, em"loyees also !reathe easy and they can do
their conserned wor, ha""ily$
Recommendations:
As it is difficult !ut necessary to em"loy a em"loyee at every -1M machine , care
should !e ta,en that the !ranch em"loyees only ta,e turns eL$ 2 hours "er em"loyee
should !e "resent at -1M machine and guide the customers$ This "rocedure was well
recommended !y the #an, Managers$
Observation -5
-1M machine should not acce"t fa,e notes as "er its functionality$ In Musheera!ad !an, -1M
did not detect fa,e note later the !an, em"loyees identified it as a fa,e note while sorting the
notes$ It will !e a !ig "ro!lem if it will not detect fa,e notes$
Recommendations:
Bnce the -1M machine must !e chec,ed and ta,e "ro"er measures to not to re"eat this "ro!lem$
Observation -6
As "er the functionality of -1M machine it should not acce"t the torn notes, cut notes and also
soiled notes !ut all this ,ind of notes are !eing acce"ted which is against the o!%ective of the
-1M machine$ This "ro!lem is o!served in almost all the !ranches$
Recommendations:
Bnce the -1M machine must !e chec,ed and ta,e "ro"er measures to not to re"eat this "ro!lem$
Observation -7
-1M machine hangs fre.uently$ It is due to some softwareMhardware "ro!lem$ If it occurs while
de"ositing the cash it can !e a huge "ro!lem$ This "ro!lem have come across in Bld Mala,"et,
Eosufguda and AS &ao nagar$
Recommendations:
Bnce the -1M machine must !e u"dated as early as "ossi!le$
Observation -8
Hac, of IendorQs su""ort$ /hen the -1M machine sto"s or encounters any "ro!lem and this
when told to the concerned engineerMcustomer service they were not reacting soon$ So that the
machine remains out of order for some days$
Recommendations:
As sources say that there is only one engineer who do service for the -1M machine , it is hard to
manage all the cdm machines$ So the vendorQs -ustomer service must !e made effective$
Observation -9
There is no security guard at the !an,$ (m"loyees "refer that security guard is must$ In some
!an,s there were cases li,e the !an, itself hired "rivate security men for their !an, to !e secured$
Analysis:
As in -1M we are de"ositing the cash, so we should carry the money, when we carry money
with us we are carrying the ris, too$ It is !etter if a security guard is a""ointed at !an,s and at
atm centeres$
Case Study-2
A customer gave a false com"laint that he has de"osited ;333M0 instead of 6333M0$he lied !ecause
-1M was in ATM and admitted his mista,e after forcing him to tell the truth$ These false
com"laints !ecame most common these days$
A?(in this $(se sho;s the nee" &or h(n" ho%"in? (n"
se$urit= ?u(r"s shou%" e present (t the CDM or
pre!ises so th(t the $usto!er ;i%% e (&r(i" to "o &(u%t=
"ee"s3
Recommendations:
Many !an, managers suggested that a security guard must !e a""ointed$ +reviously the security
guards were mandatory at every !an, !ut were removed now$
Observation -10
As "er the !an, staff there is a !in called re%ected !in which ta,es in only the re%ected notes$ This
!in is very small so that all the notes are !eing crushed in the !in when it eLceeds its limit$The
notes are !eing crushed in such a way that they are una!le to reuse, which may !e a loss to !an,$
Recommendations:
Measures must !e ta,en that the si*e of the !in must !e increased$
Observation -11
As "er the !an, staff in some machines the denominations were eLchanged such that &s$4333M0
notes are goingMde"osited into &s$ 433M0 note or &s$633M0 note !in and vice versa$ In some !an,s
the denominations were wrongly dis"layed in the final "rintout of the machine !ut the amount is
tallied$
Analysis:
S#I is trying to im"lement a new feature of withdrawal o"tion in -1M machine so that it can !e
used as a -1M as well as ATM machine, !ut due to this wrong denominations "ro!lem this
withdrawal idea will !e a !ig mess$
Conclusion:
• The new withdrawal feature must !e "ost"oned till this denominations "ro!lem is solved$
• 1ue to this "ro!lem this !ecame a dou!leMeLtra wor, for the !an, em"loyees in order to
resort all the notes again$
Recommendations:
Measures must !e ta,en such that this "ro!lem is solved and not re"eated again as early as
"ossi!le$
Observation -12
As "er the o!servations there are three vendors of -1M machines, 1ie!old, N-& and itachi
who "rovides the machine and software services for S#I$ But of these three machines N-&
wor,s !etter than the other two$
Conclusions:
• Ma%ority of -1MQs are 1ie!old which wor,s fine !ut with some "ro!lems$
• itachi machines are very less and "retty old machines and wor,s slow
• N-& machines are few and wor,s very good$
Recommendations:
Machine is not the "ro!lem !ut "ro"er u"dating ,AMc ,Hocation of the machine must !e
thoroughly "rovided to wor, fine$
Observation -13
-1M of S#I wor,s only with ATM card !y which many of the customers are little
uncomforta!le$ #ecause of very minute scratches in the atmMde!it card the card will not !e
authenticated so the customer cannot use the machine$ As in the other "rivate sectors !an,s there
is no need of the ATM card authentication and they "rovide additional features of fund transfer
"ayment of !ills etc which attracts many of the customers$
Recommendations:
It is difficult to carry atm crd wit us everytime,so this ,ind of authentication is not encouraging
for ma%ority of the customers$ The future technology is #iometric authentication which can !e
im"lemented so that there is only one authentication "rocess for ATM or -1M$ This technology
is availa!le in some new atm machines !ut less utili*ed$ It will !e more fleLi!le than ATMM1e!it
card authentication$
Observation -14
~~CASH TAKEN BUT NOT DEPOSITED INTO ACCOUNT¨¨
This can !e considered as the one and only ma%or draw!ac, of the -1M machine till now$As
every machine is not "erfect it got some "ro!lems so as -1M$ #ut afraid of loss of the Money is
the main "ro!lem why "eo"le refuse to use this machine$ If a "erson faced this "ro!lem once
then he is not going to use this machine again$ Not only him !ut also he will tell others to not to
use this machine$ >or this it can !e considered as the main "ro!lem$
Analysis:
/hen the customers are facing this ,ind of "ro!lems soon after this "ro!lem they are
com"laining to the concerned cash officer or accountant they "roceed to further ste"s of ta,ing
the com"laint letter from them, and their "ro!lem will !e solved only when the -1M is full$
After chec,ing the eLcess amount of money and tallying the amount s"ecified in the com"laint
they will return the money to the "erson$ This "rocess can ta,e 207 days to get !ac, the money$
If the "erson is in emergency of de"ositing the money also he cannot do anything else he need to
wait for the cdm to get o"en$ In some !an,s this "ro!lem is solved in the same day !ut it
de"ends$ The "eo"le who faced this "ro!lem will not use this machine in his life time$
Conclusions:
• No other way unless to solve this serious and fre.uent "ro!lem$
• Measures should !e ta,en that the customers money must !e given in short time or else
the customer will loose confidence on the machine and also !an,$
• Sources say that after the software got u"dated in some machines this "ro!lem is solved,
so this new u"dating of software is tried at every -1M machine$
• A honest em"loyee at the machine can also hel" in solving this "ro!lem for some eLtent$
Recommendations:
Sources say that after the software got u"dated in some machines this "ro!lem is solved, so this
new u"dating of software is tried at every -1M machine$
Observation -15
After 73 days of our survey we got an good news of a new software u"dation for the -1M
machine$ In some !ranches it got u"dated and soon after the a!ove s"ecified all com"laints are
tends to reduce$
Recommendations:
As this new software is wor,ing eLcellent with no more wait it must !e im"lemented to every
machine so that every machine wor,s fine$
CASE STUDY-3
-1M is a machine which 90º of PROS and only with 10º of CONS due to several reasons$
This was the case !efore the software got u"dated$ +reviously there would have !een 20@
com"laints a wee, !ut after the software got u"dated this count decreased to not even a single
com"laint a wee,$
This $(se sho;s the i!port(n$e o& so&t;(re up"(tin? to
!()e the CDM ;or)in? 0//F &ine (n" to !()e the
$o!p%(ints ne?%i?i%e3 So the ne; so&t;(re !ust e
up"(te" (s e(r%= (s possi%e in (%% !($hines3
SWOT Analysis of Cash Deposit Machine
Strength
4$ >ast, >leLi!le and Secure$
2$ -an !e used 2@N8
7$ $No need to wait in the .ueue at counters$
Weakness
4$ -ash can only !e de"osited into own account$
2$ Some "ro!lems encountered in the machine while
de"ositing the cash which is not credited into the account$
7$ No hand holding !y a !an, em"loyee$
Opportunity
4$ -an !e made as cash is de"osited into others account also$
2$ If wor,s "ro"erly it can !e made as mini (0Seva$
Threats
4$ /ithout solving the "ro!lems this machine can !e considered
as more "ro!lematic machine than useful one$
Bibliography
4)htt"sGMMmy!an,learning$s!i$co$in
2)htt"GMMwww$learningmatriLatcam"us$co$inM
7) www$google$com
:?Or&anisati!na% behavi!r,<:
th
editi!n, ,ears!n editi!n.
6)htt"GMMwww$m!as,ool$comM!randguideM!an,ing0and0financial0servicesM;730state0!an,0
of0india$html
ANNE2URE 0
Questionnaire on Cash Deposit Machine for Customers
ANNEXURE-2
Questionnaire on Cash Deposit Machine for Employees
doc_254949306.doc
CDM is a self service machine for deposit of cash using SBI ATM cum debit,Green Remit, SME Business Debit Card and SME Insta Deposit Cards.
JNTU SCHOOL OF MANGEMENT STUDIES
JNTU University, Hyderabad.
COMPARATIVE STUDY OF CASH DEPOSIT MACHINE
Internship Report su!itte" to S#I in $o!p%etion o& the re'uire!ent
o& Su!!er Internship (t St(te #
o& In"i(NAME OF THE STUDENT* NIHAR ALLADI PROJECTMENTOR+
REPORTING OFFICER
AT THE #AN,
MAY -r" ./0- TO JULY1111 ./0-
INDE2
03 CERTIFICATE OF COMPLETION
.3 AC,NO4LEDGEMENT
-3 TA#LE OF CONTENTS
53 LIST OF CHARTS
63 LIST OF TA#LES
73 INTRODUCTION
83 FRAME4OR, OF STUDY
93 METHODOLOGY AND ANALYSIS
:3 #I#ILOGRAPHY
0/3 ANNE2URES
AC,NO4LEDGEMENT
I NIHAR ALLADI, have taken e!rts !r "!#$%etin& this $r!'e"t. H!(ever, it
(!)%d n!t have been $!ssib%e (ith!)t the kind s)$$!rt and he%$ ! #any
individ)a%s and !r&ani*ati!ns. I (!)%d %ike t! e+tend #y sin"ere thanks t! a%%
! the#.
I a# hi&h%y indebted t! ,rakesh Ra! &ar) and Sasthry &ar), the $r!'e"t
#ent!rs !r their e+e#$%ary &)idan"e, #!nit!rin& and "!nstant s)$ervisi!n
as (e%% as !r $r!vidin& ne"essary in!r#ati!n re&ardin& the $r!'e"t and a%s!
!r their s)$$!rt in "!#$%etin& the $r!'e"t.
I (!)%d %ike t! e+$ress #y sin"ere &ratit)de t!(ards #y $arents and
#e#bers ! "!%%e&e !r their kind "!-!$erati!n and en"!)ra&e#ent (hi"h
he%$ #e in "!#$%eti!n ! this $r!'e"t.
I (!)%d %ike t! e+$ress #y s$e"ia% &ratit)de and thanks t! a%% S.I e#$%!yees
!r the va%)ab%e in!r#ati!n $r!vided by the# in their res$e"tive ie%ds. I are
&rate)% !r their "!!$erati!n d)rin& the $eri!d ! #y $r!'e"t. Thank)% !r
the# !r #akin& this $r!'e"t #eanin&)%.
Fina%%y #y sin"ere and h!nest thanks !r the S.I /)st!#ers !r &ivin& their
va%)ab%e ti#e t! %isten t! )s $ea"e)%%y (hi"h &ave )s the "!niden"e t!
"!#$%ete this $r!'e"t s)""ess)%%y. 0ith!)t the# there is n! %ie !r this
$r!'e"t.
TA#LE OF CONTENTS
S3NO Tit%e
1 INTRODUCTION
2 FEEDBACK
3 LIST OF CHARTS
4 FRAMEWORK OF STUDY
5 METHODOLOGY AND ANALYSIS
6 OBSERVATIONS
7 RECOMMANDATIONS
8 SWOT ANALYSIS
9 BIBILOGRAPHY
10 ANNEXURE
INTRODUCTION:-
Profile of the Student: -
I Nihar Alladi, student of School of Management Studies (SMS),
Jawaharlal Nehru Technological University, ydera!ad "ursuing my M#A II semester$ I am
very much interested to do a "ro%ect in the field of MA&'(TIN), and S#I "rovided me the
o""ortunity to do Internshi" "rogram at their re"uted organi*ation$
Brief profile of project mentors: -
+ra,esh rao, A)M of S#I in Alternate -hannels de"artment, and
Shastry garu and mu,esh sir were our "ro%ect mentors$ They were the most hel"ful and the !est
mentors "roviding all the re.uired information which would hel" me in my "ro%ect$ They were
very ,ind always willing to here what we were saying and they gave very "recious time of them
even in their office hours and discussed some valua!le information with us which gave us
enough and more confidence in com"leting this "ro%ect successfully$ /e are very much o!liged
to them and for their valua!le su""ort$
Profile of the Organization: -
State Bank of India (SBI) is a multinational !an,ing and financial
services com"any !ased in India$ It is a government0owned cor"oration with its head.uarters in
Mum!ai, Maharashtra$ As of 1ecem!er 2342, it had assets of US5634 !illion and 46,337
!ranches, including 468 foreign offices, ma,ing it the largest !an,ing and financial services
com"any in India !y assets$
#an, of Madras merged into the other two "residencies !an,s9#an, of -alcutta and #an, of
#om!ay9to form the Im"erial #an, of India, which in turn !ecame the State #an, of India$
)overnment of India nationali*ed the Im"erial #an, of India in 4:66, with &eserve #an, of
India ta,ing a ;3< sta,e, and renamed it the State #an, of India$ S#I was ran,ed 2=6th in the
>ortune )lo!al 633 ran,ings of the world?s !iggest cor"orations for the year 2342$
S#I "rovides a range of !an,ing "roducts through its networ, of !ranches in India and overseas,
including "roducts aimed at non0resident Indians (N&Is)$ S#I has 4@ regional hu!s and 68 Aonal
Bffices that are located at im"ortant cities throughout the country$
The State #an, of India was named the 2:th most re"uted com"any in the world according to
Forbes 233: ran,ings and was the only !an, featured in the Cto" 43 !rands of IndiaC list in an
annual survey conducted !y #rand >inance and The Economic Times in 2343$
State Bank of India (SBI) is a multinational !an,ing and financial services com"any !ased in India$ It is
a government0owned cor"oration with its head.uarters in Mum!ai, Maharashtra$ S#I "rovides a range of
!an,ing "roducts through its networ, of !ranches in India and overseas, including "roducts aimed at non0
resident Indians (N&Is)$ S#I has 4@ regional hu!s and 68 Aonal Bffices that are located at im"ortant cities
throughout the country$
Logo and slogan: -
• The logo of the State #an, of India is a !lue circle with a small cut in the !ottom that de"icts
"erfection and the small man the common man 0 !eing the center of the !an,?s !usiness$ The logo
also resem!les a ,ey hole which re"resents the D'(E TB SU--(SSF$
• SlogansG 0
C+U&( #AN'IN), NBTIN) (HS(C,
C/IT EBU 0 AHH T( /AEC,
CA #AN' B> T( -BMMBN MANC,
CT( #AN'(& TB (I(&E IN1IANC,
CT( NATIBN #AN'S BN USC$
S#I has five associate !an,sJ all use the State #an, of India logo,
which is a !lue circle, and all use the CState #an, ofC name, followed !y the regional
head.uarters? nameG
• State #an, of #i,aner K Jai"ur$
• State #an, of ydera!ad$
• State #an, of Mysore$
• State #an, of +atiala$
• State #an, of Travancore$
SWOT Analysis of SBI
Strength
4$ The !iggest !an, in the country
2$ as a se"arate act for itself$ Thus, a s"ecial "rivilege$
7$ #iggest !ranch networ, in the country
@$ >irst "u!lic sector to move to -#S
Weakness
4$ uge amount of staff
2$ (L"ected to eL"erience high level of attrition due to
retirement of its to" management
7$ Still carries the image of the old )ovt$ sector !an,
Opportunity
4$ +ool in talent to re"lace the going to" management to
serve the neLt generation
2$ Ma,e !etter use of its -&M
7$ (L"ansion into rural areas
Threats
4$ -onsolidation among "rivate !an,s
2$ New !an, licenses !y &#I
7$ >oreign !an,s that have so"histicated "roducts
INTRODUCTION
CASH DEPOSIT MACHINE (CDM):
• -1M is a self service machine for de"osit of cash using S#I ATM cum de!it,)reen
&emit, SM( #usiness 1e!it -ard and SM( Insta 1e"osit -ards$
• It allows the customers to ma,e an envelo"e0free cash de"osit of u" to 233 notes with a
maLimum limit of &s$@::33M0 at any instance of denominations of &s 4333M0,633M0 and
433M0$
Benefits of CDM to the customers:
• Self0 Service "rocess, -ustomers do not need to come to the !ranch for de"ositing cash$
• Authentication of all !an, notes de"osited$
• (asier usage than envelo"e de"osit$
• -an use Services even in non !an,ing hours,as it is a 2@N8 service machine$
• No need to wait in the .ueue at counters$
Benefits to Bank:
• 1ecrease .ueue at counters$
• Increase cash de"osit transactions$
• Increase cash Management (fficiency$
• &ationali*e -ash Arrangement at #ranch$
• &educes time s"ent "rocessing routine transactions, allowing more time to focus on
relationshi" !uilding and cross0selling activities$
• -ustomer convenience !y allowing the customers to de"osit anytime$
Functionalities of CDM:
• Acce"ting the cash de"osit u" to @:,:33M0 and 233 "ieces of &s 4333M0, 633M0 and 433M0
denominations which the machines scans for genuineness(.uality) and counts note "iece
!y "iece (.uantity),
• #alance (n.uiry,
• Mini Statement,
• +in -hange >acility$
Main Objective of Cash Deposit Machine:
• The main o!%ective of -1M machine is the customer himself can de"osit the cash
into his account with his convenience of time$
• So that they could not stand in long .ueues at the !an, and use the time
efficiently$
• As it is a 2@N8 service the customer can use this machine at non !an,ing hours
also for de"ositing the cash into their own account$
• As the money is !eing authenticated in the machine there is a "ossi!ility of
reducing de"osits of fa,e notes into the machine$
• -1M will not acce"t the torn notes, fa,e notes etc, these ,ind of notes will
se"arately go into the re%ected !in which is "rovided$
• As the customers de"ositing cash themselves the !an, staff can reduce time s"ent
"rocessing routine transactions, allowing more time to focus on relationshi"
!uilding and cross0selling activities$
• It also decrease .ueue at counters and increases cash management efficiency$
FEED#AC, OF CASH DEPOSIT MACHINE
These are some of the o!%ectives of the -1M machine$#ut the .uestion is are these o!%ectives
are !eing fulfilled for the customersO Are the customers showing interest in using -1MO Are
there any "ro!lems faced !y the customersO Is the -1M machine wor,ing fineO All these
.uestions are answered !y some of the customers$ These are the feed!ac, given !y some of the
customers after using -1M machine in their own views$
4o;<<This !($hine !("e != ;or) e(sier (n" &(ster3Li)e" it<<
0 A s!t(are en&ineer ater )sin&
/DM.
It too) %ess th(n 6 !inutes &or !e to "eposit $(sh3 I& I st(n" in
'ueue it !(= t()e !ore th(n -/ !inutes3 I ;ont st(n" in %ine
no; on;(r"s.
0 A retired s#i%in& ")st!#er !n
/DM.
Th(n> &or this !($hine3 I $(n "eposit != $(sh (t %(te ni?hts
(%so3 It !("e != ;or) e(sier (n" no; I $(n re(the e(s=.
0 A b)siness#an (h! needs t!
de$!sit "ash int! his a""!)nt
dai%y ni&ht.
4e%% I (! (""i$te" to this !($hine3 E(?r%= ;(itin? &or ( $(sh
"eposit ser@i$e into otherAs ($$ount (%so3
0 A en&ineerin& st)dent.
It is ( ?oo" !($hineB ut on%= &or %iter(tes3 I &ee% their shou%"
e (n e!p%o=ee to ?ui"e the i%%iter(tes3
0 A (!#en advisin& handh!%din&
at /DM
I h(@e %ost the !one= in this !($hine, (n" I (! (&r(i" to use it
(?(in3
0 A e#$%!yee e+$ressin&
dis$%eas)re.
These are some feed!ac, given !y the customers$ The feed!ac, of !an, em"loyees must also !e
ta,en into consideration to ,now the machine !etter$
I $(n see the (""i$tion to;(r"s the !($hine3 I thin) in &uture (
'ueue &or %("ies shou%" e there e@en (t this CDM !($hine
(%so3
A e#a%e e#$%!yee sar"as#.
The !($hine is "oin? h(%& o& != ;or)3 No; I $(n "o other ;or)
&ree%=3
0 A bank a""!)ntant.
It is ( ?oo" !($hine ut so!eti!es it h(n?s3 Custo!er ser@i$e
o& the !($hine is ;orst3
Their shou%" e (n e(r%= response &ro! the!3
0 A bank e#$%!yee.
Yes it is ( ?oo" !($hine ;ith so!e &%(;s in it3Its us(?e is
etter in %iter(te (re(s3
0 A /ashier
There ;i%% e no !($hine ;ithout (n= &%(;s3 E(r%ier peop%e
;ere (&r(i" to use ATMAs ut no; there is no person ;ithout
usin? ATM3 It t()es so!e ti!e &or CDMAs to re($h pu%i$3 I et
this CDM !($hine ;i%% e the &uture re@o%ution3
0 A .ank Mana&er.
#y going through this feed!ac, of customers and !an, staff we can ,now that this is a
good, useful, time saving machine !ut with certain defects in it$ So we need to
concentrate on these defects to fulfill the o!%ectives of this -1M machine$
ere are some !an,s which we have visited and educated
the customers on -1M and too, their feed!ac, of -1M$ /e also too, the feed!ac, of
!an, staff$ /e have had a discussion with every !an, manager, cashier and accountant of
the !ranch and "en down some im"ortant "oints regarding the "ros and cons of the -1M
machine$ This discussion with them was very useful and actually the !ase for this "ro%ect
re"ort$ /e are very than,ful for the managers for giving us some time from their hectic
schedule and sharing their feelings on -1M$ /e are also than,ful for our fellow
customers who listened to us calmly and gave chance to educate them and "rovided us
with their valua!le feed!ac,$
LIST OF CHARTS
1. How often do you deposit cash into the bank.
• /e got to ,now that most of the customers are de"ositing everyday or twice in a wee,$
2. Do you know/used these Tech-Savy products of SBI?
• M!st ! the ")st!#ers kn!(n1)sed /DM and SS2 #a"hines.
3. Do you use Cash Deposit Machine?
• Almost alf of the customers ,nowMused the -1M$
4. If you have used already how do you find this machine?
• It is a very useful machine carrying little "ro!lems$
5. Do you prefer using a CDM to branch banking?
• Bf course -ustomers are "referring -1M than #an, #ranching$
6. Prioritize the following reasons why customers are using CDM`s ?
• Most of them are using -1M for avoiding the .ueue at !an,s and to use it 2@N8 , hence
fulfilling the o!%ective of -1M$
7. Type of CDM services you have used in CDM Machine?
• -ustomers are using -1M mostly for 1e"ositing cash$
8. Any additional Services you want with this CDM's?
• 1e"ositing money into others account can ma,e this machine a Su"erior$
9. What are the problems have you encountered while using an CDM?
• This can !e considered as the main "ro!lem P cash ta,en !ut not de"osited into account$
0/3 Do =ou &in" it ne$ess(r= o& ( Hand Holding (t the CDM
M($hineC
• ItQs !etter to have hand holding at -1M atleast for the machine gets ha!ituated for
customers$
11. Level of Satisfaction of CDM service from SBI?
• -ustomers are satisfied !ut with some little "ro!lems$
Duestionn(ire &or C(sh Deposit M($hine For St(&&
1. Considering most recent experience with CDM, what is the Feedback of customer
you received about product?
• (m"loyees got a miLed feed!ac, for -1M machine$
2. Only considering about the features and benefits of the CDM, How satisfied are
you?
• (m"loyees got a miLed feed!ac, for the features of -1M machine$
3. Are the customers preferring CDM than bank branching?
• /)st!#ers are $reerrin& /DM than bran"h bankin&.
4. Do you think that Customers really know the features and benefits of CDM?
• Ma'!rity ! the ")st!#ers kn!( ab!)t the eat)res and )ses ! /DM.
5. If No did you ever try to educate them?
• Here ")st!#er3s (i%%in& sh!)%d a%s! be "!nsidered.
6. Do you recommend Customer to use CDM?
• Here ")st!#er3s (i%%in& sh!)%d a%s! be "!nsidered.
7. The following reasons why customers are using CDM`s?
• Fr!# the ab!ve "hart (e "an see that the !b'e"tive ! /DM is bein& satisied.
8. Type of CDM services which customers use the most.
• M!st ! the ")st!#ers $reer de$!sitin& "ash !n%y.
9. Do you find it necessary for hand holding at the CDM Machine?
• S!#eti#es hand h!%din& is ne"essary !r i%%iterate and ")st!#ers (h!
are ne( t! /DM
10. What are the problems customers have encountered while using a CDM?
• It "an be "!nsidered as the #ain $r!b%e# ! /DM 4 "ash taken b)t
)nab%e t! de$!sit int! a""!)nt.
11. Is it more useful for customers that CDM`s should be in ATM`s rather than in Banks,
so that customers can use CDM`s 24`7 ?
• It de$ends be"a)se it is 5)ite dii")%t (hen a $r!b%e# en"!)nters
(hen the ")st!#er )ses it in n!n bankin& h!)rs.
12.What is the main feature that customers want in CDM?
• ,!int t! be n!ted66
13.Overall, how satisfied are you with CDM?
• It can me su"erior after solving certain "ro!lems$
14. What are the problems your branch are facing with CDM?
• Every $r!b%e# #)st be taken int! "!nsiderati!n.
FRAME4OR, OF STUDY
Theoreti$(% &r(!e;or)*
• /DM is a se% servi"e #a"hine !r de$!sit ! "ash )sin& S.I ATM ")#
debit,7reen Re#it, SME .)siness Debit /ard and SME Insta De$!sit
/ards.
• It a%%!(s the ")st!#ers t! #ake an enve%!$e-ree "ash de$!sit ! )$ t!
899 n!tes (ith a #a+i#)# %i#it ! Rs.:;;991- at any instan"e !
den!#inati!ns ! <9991-,=991- and <991-.
OEe$ti@e o& the ProEe$t>
The &!a% ! the $r!'e"t is t! #ake a s)rvey !n h!( ")st!#ers are #akin& the
ee"tive )se ! the #a"hine, (hat are the $r!b%e#s a"ed by the ")st!#ers
in the #a"hine and (hat are the i#$r!ve#ents that "an be #ade s! the
/DM #a"hine "an be s)$eri!r.
S$ope o& Stu"=*
The s"!$e ! the $r!'e"t is t! #ake a detai%ed s)rvey ab!)t the )se ! /DM
#a"hine (hi"h is avai%ab%e in <: bran"hes ! the "ity and by visitin& vari!)s
bran"hes and "!%%e"tin& the eedba"k r!# the ")st!#ers as (e%% as the
e#$%!yees re&ardin& the )sa&e and $er!r#an"e ! this /DM #a"hine...y
d!in& this $r!'e"t, (e "an ana%y*e the )sa&e and $er!r#an"e ! the /DM
#a"hine and the "han&es that "an be #ade s! that /DM "an be #!re
ee"tive%y )sed.
Li!it(tions o& Stu"=*
As n! #a"hine1$ers!n is $ere"t in this (!r%d, n! st)dy "an be "!nsidered as
)%%y re%iab%e at !ne &%an"e. There are a n)#ber ! )n"!ntr!%%ab%e a"t!rs
a"tin& as %i#itati!ns in "!nd)"tin& the st)dy .S!#e ! s)"h %i#itati!ns
en"!)ntered by #e in !)r st)dy are
• S!#e ")st!#ers sh!( n! interest in &ivin& the eedba"k.
• D)e t! s!#e a"ed in the #a"hine, )nsatisied ")st!#ers (ere &ivin&
(r!n& eedba"k !n the #a"hine (hi"h #ay ae"t the st)dy.
• Res$!ndents in s!#e banks &ave biased res$!nses !r ear ! their
$!siti!n in the !r&ani*ati!n .This #ay in%)en"e the res)%ts.
• 0e "!)%d n!t take eedba"k ! s!#e i#$!rtant e#$%!yees as they
(ere b)sy in their (!rk, s! "ertain%y %!ss ! va%)ab%e in!r#ati!n.
Perio" o& Stu"=*
This st)dy (as "!nd)"ted a"r!ss vari!)s S.I bran"hes in t(in "ities (ithin a
d)rati!n ! := days !r visitin& bran"hes, $re$arin& 5)esti!nnaire, eva%)atin&
the# and "reatin& $r!'e"t re$!rt.
METHODOLOGY AND ANALYSIS
Metho"o%o?=*
The 5)a%ity and re%iabi%ity ! resear"h st)dy is de$endent !n the in!r#ati!n
"!%%e"ted in s"ientii" #anner. Here (e have a 5)esti!nnaire "!ntainin& <<
5)esti!ns re%ated t! the /DM #a"hine s! that the ")st!#ers "an &ive the
a"")rate in!r#ati!n in their vie(. N!t !n%y de$endin& !n the 5)esti!nnaire
b)t a%s! visitin& the vari!)s bran"hes and by #eetin& dierent kind !
$e!$%e ! dierent a&es he%$ed )s a %!t in "!%%e"tin& the in!r#ati!n. The
st)dy inv!%ved in dra(in& some im"ortant information regarding the "ro!lems of the
machine, "lacement of the machine , com"laints of the machine, feed!ac, of customers and staff,
usage of the machine !y the customers
ere are the #ranches which owing -1M machines in ydera!ad and Secundra!ad$
• -handrayangutta
• -handulal #aradari
• uc
• Bld mala,"et onsite
• Trimulgherry
• AS &ao Nagar
• 1efence -olony
• 'u,at"ally
• Bld MHA Ruarters
• Musheera!ad
• Ianasthali"uram
• Eosufguda
• ydera!ad main Bnsite
• Secundra!ad Main Bnsite
>ollowing the a!ove methodology and !riefly going through all the !ranches we have come
across some o!servations and after analy*ing it what conclusions it leads to and also what must
!e recommended is s"ecified in a ste" !y ste" manner$
CDM is a machine which 90º of PROS and only with 10º of CONS.These 10º problems
are observed analyzed and recommended suggestions are specified below.
Observation -1
The "lacement of the machine is not "erfect and also the la!eling is not that a""ealing$ Bnly in
some !ranches la!eling and the "lacement is well done$
Analysis:
Initially any "erson will see the loo, or "lacement of the machine$ #y seeing the machine one
should understand that it is a cash de"osit machine !ut not ATM machine$ So "ro"er la!eling
must !e there for s"ecifying that it is an -1M machine$ #ut o!servation goes in the other way$
Conclusions:
• There were many cases where "eo"le were using -1M thin,ing that it is an ATM and
they com"lain that they cannot withdraw through that machine$
Recommendations:
+ro"er la!eling and dis"lay !oards are "ro"erly arranged at every -1M machine$ The la!eling can
!e done in this way so that customers can understand that it is a -ash de"osit machine$ This we have in
U- !ranch which is "ro"erly la!eled$
Observation -2
The dis"lay of instructions of the machine is not good in ma%ority of the !ranches$
Analysis:
As the customers are new to the machine their should !e "ro"er instructions a!out how to use the
machine$
Conclusions:
• #y following the instructions the customers can ,now the ste"s or "rocedure a!out how
to de"osit the cash into the machine$
Recommendations:
In some !ranches the instructions were "ro"erly dis"layed which made the customers easier to o"erate the
machine$ It will !e !etter if all the other !ranches also use in this way$ The !ranches of
U-,secundra!ad,-handulal !aradari and defence colony have dis"layed the instructions in this manner$
Observation -3
The -1M machines are located in !an,s rather than in ATM centers, so violating the o!%ective
of the -1M machine$ In some !ranches as the ATM center is congested there is no "lace for
-1M at the ATM center, so it was ,e"t in #an, "remises$
Analysis:
/hen the -1M is in ATM centers the customers can de"osit the cash 2@N8$ #ut there were
issues li,e facing some "ro!lems with the machine which cannot !e rectified in non !an,ing
hours$ It !ecame "ro!lematic even in !an,ing hours when a "ro!lem occurs any !an, em"loyee
should delay his wor, and rectify the -1M "ro!lem$
Conclusions:
• It can !e very useful if it is availa!le for 2@ hours$
• The !usiness customers can use this machine at any time who mostly do the transactions
at the end of the day i$e$, at night$
• It is not necessary that it should !e availa!le for 2@ hoursMnon !an,ing hours$
• There were issues li,e customers where telling lies in amount of cash de"osited when
they come across hardwareMsoftware "ro!lems$
• If it can !e used for 2@ hours, their will !e no one to ta,e care of the machine and the
"u!lic can even damage the machine$
Recommendations:
• This o!servation got a miLed tal,, so it is recommended that as most of the customers are
new to the machine , they fine it hard to use this machine now, if they come across any
"ro!lem in the machine they rush into the !an,, !ut in non !an,ing hours it is not
"ossi!le to give the com"laint and solveMrectify the "ro!lem$ #ut once they got ha!ituated
to the machine they alone can use this without any oneQs hel" and they can use it
correctly without any fail$
• So it is recommended that till the customers get ha!ituated to the machine it should !e in
!an, so that the "ro!lems are solved instantly and once they got ha!ituated it can !e
shifted to ATM for the availa!ility of 2@ hours so that the customers can use the machine
thoroughly after getting used to the machine$
Observation -4
In some areas li,e Musheera!ad, Bld Mala,"et , Bld MHA Ruarters, -handrayangutta etc
ma%ority of customers are uneducated, so they find it hard to use the machine$ Sometimes even
educated customers did mista,es in using the machine "ro"erly$ This shows the im"ortance of
AN1BH1IN) at the cdm machine$
Analysis:
The uneducated customers cannot "erform the o"erations of -1M thoroughly, till the customers
get ha!ituated a handholding should !e there at the machine$ There were issues li,e the
customers unnecessarily creating "ro!lems for !an, staff which frustrates in their wor,$
Case Study:
A well educated student has folded and ,e"t the money into the machine when it as,ed to de"osit
the cash, which one should not ,ee" in that way$ It made the -1M to struc, and some of notes
were torn into "ieces$
This $(se sho;s the i!port(n$e o& proper instru$tions (n"
h(n" ho%"in?3 It is etter ;hen the $usto!ers (re ein?
?ui"e" = (n e!p%o=ee to (@oi" pro%e!s %i)e this3
Conclusions:
• Most of the customers as well as !an, em"loyees are re.uesting andholding at
the -1M machine$
• If there is a andholding the customers will find easy in using the machine and
even they get attracted and shows interest in again using the machine$
• If there is a andholding the !an, em"loyees also !reathe easy and they can do
their conserned wor, ha""ily$
Recommendations:
As it is difficult !ut necessary to em"loy a em"loyee at every -1M machine , care
should !e ta,en that the !ranch em"loyees only ta,e turns eL$ 2 hours "er em"loyee
should !e "resent at -1M machine and guide the customers$ This "rocedure was well
recommended !y the #an, Managers$
Observation -5
-1M machine should not acce"t fa,e notes as "er its functionality$ In Musheera!ad !an, -1M
did not detect fa,e note later the !an, em"loyees identified it as a fa,e note while sorting the
notes$ It will !e a !ig "ro!lem if it will not detect fa,e notes$
Recommendations:
Bnce the -1M machine must !e chec,ed and ta,e "ro"er measures to not to re"eat this "ro!lem$
Observation -6
As "er the functionality of -1M machine it should not acce"t the torn notes, cut notes and also
soiled notes !ut all this ,ind of notes are !eing acce"ted which is against the o!%ective of the
-1M machine$ This "ro!lem is o!served in almost all the !ranches$
Recommendations:
Bnce the -1M machine must !e chec,ed and ta,e "ro"er measures to not to re"eat this "ro!lem$
Observation -7
-1M machine hangs fre.uently$ It is due to some softwareMhardware "ro!lem$ If it occurs while
de"ositing the cash it can !e a huge "ro!lem$ This "ro!lem have come across in Bld Mala,"et,
Eosufguda and AS &ao nagar$
Recommendations:
Bnce the -1M machine must !e u"dated as early as "ossi!le$
Observation -8
Hac, of IendorQs su""ort$ /hen the -1M machine sto"s or encounters any "ro!lem and this
when told to the concerned engineerMcustomer service they were not reacting soon$ So that the
machine remains out of order for some days$
Recommendations:
As sources say that there is only one engineer who do service for the -1M machine , it is hard to
manage all the cdm machines$ So the vendorQs -ustomer service must !e made effective$
Observation -9
There is no security guard at the !an,$ (m"loyees "refer that security guard is must$ In some
!an,s there were cases li,e the !an, itself hired "rivate security men for their !an, to !e secured$
Analysis:
As in -1M we are de"ositing the cash, so we should carry the money, when we carry money
with us we are carrying the ris, too$ It is !etter if a security guard is a""ointed at !an,s and at
atm centeres$
Case Study-2
A customer gave a false com"laint that he has de"osited ;333M0 instead of 6333M0$he lied !ecause
-1M was in ATM and admitted his mista,e after forcing him to tell the truth$ These false
com"laints !ecame most common these days$
A?(in this $(se sho;s the nee" &or h(n" ho%"in? (n"
se$urit= ?u(r"s shou%" e present (t the CDM or
pre!ises so th(t the $usto!er ;i%% e (&r(i" to "o &(u%t=
"ee"s3
Recommendations:
Many !an, managers suggested that a security guard must !e a""ointed$ +reviously the security
guards were mandatory at every !an, !ut were removed now$
Observation -10
As "er the !an, staff there is a !in called re%ected !in which ta,es in only the re%ected notes$ This
!in is very small so that all the notes are !eing crushed in the !in when it eLceeds its limit$The
notes are !eing crushed in such a way that they are una!le to reuse, which may !e a loss to !an,$
Recommendations:
Measures must !e ta,en that the si*e of the !in must !e increased$
Observation -11
As "er the !an, staff in some machines the denominations were eLchanged such that &s$4333M0
notes are goingMde"osited into &s$ 433M0 note or &s$633M0 note !in and vice versa$ In some !an,s
the denominations were wrongly dis"layed in the final "rintout of the machine !ut the amount is
tallied$
Analysis:
S#I is trying to im"lement a new feature of withdrawal o"tion in -1M machine so that it can !e
used as a -1M as well as ATM machine, !ut due to this wrong denominations "ro!lem this
withdrawal idea will !e a !ig mess$
Conclusion:
• The new withdrawal feature must !e "ost"oned till this denominations "ro!lem is solved$
• 1ue to this "ro!lem this !ecame a dou!leMeLtra wor, for the !an, em"loyees in order to
resort all the notes again$
Recommendations:
Measures must !e ta,en such that this "ro!lem is solved and not re"eated again as early as
"ossi!le$
Observation -12
As "er the o!servations there are three vendors of -1M machines, 1ie!old, N-& and itachi
who "rovides the machine and software services for S#I$ But of these three machines N-&
wor,s !etter than the other two$
Conclusions:
• Ma%ority of -1MQs are 1ie!old which wor,s fine !ut with some "ro!lems$
• itachi machines are very less and "retty old machines and wor,s slow
• N-& machines are few and wor,s very good$
Recommendations:
Machine is not the "ro!lem !ut "ro"er u"dating ,AMc ,Hocation of the machine must !e
thoroughly "rovided to wor, fine$
Observation -13
-1M of S#I wor,s only with ATM card !y which many of the customers are little
uncomforta!le$ #ecause of very minute scratches in the atmMde!it card the card will not !e
authenticated so the customer cannot use the machine$ As in the other "rivate sectors !an,s there
is no need of the ATM card authentication and they "rovide additional features of fund transfer
"ayment of !ills etc which attracts many of the customers$
Recommendations:
It is difficult to carry atm crd wit us everytime,so this ,ind of authentication is not encouraging
for ma%ority of the customers$ The future technology is #iometric authentication which can !e
im"lemented so that there is only one authentication "rocess for ATM or -1M$ This technology
is availa!le in some new atm machines !ut less utili*ed$ It will !e more fleLi!le than ATMM1e!it
card authentication$
Observation -14
~~CASH TAKEN BUT NOT DEPOSITED INTO ACCOUNT¨¨
This can !e considered as the one and only ma%or draw!ac, of the -1M machine till now$As
every machine is not "erfect it got some "ro!lems so as -1M$ #ut afraid of loss of the Money is
the main "ro!lem why "eo"le refuse to use this machine$ If a "erson faced this "ro!lem once
then he is not going to use this machine again$ Not only him !ut also he will tell others to not to
use this machine$ >or this it can !e considered as the main "ro!lem$
Analysis:
/hen the customers are facing this ,ind of "ro!lems soon after this "ro!lem they are
com"laining to the concerned cash officer or accountant they "roceed to further ste"s of ta,ing
the com"laint letter from them, and their "ro!lem will !e solved only when the -1M is full$
After chec,ing the eLcess amount of money and tallying the amount s"ecified in the com"laint
they will return the money to the "erson$ This "rocess can ta,e 207 days to get !ac, the money$
If the "erson is in emergency of de"ositing the money also he cannot do anything else he need to
wait for the cdm to get o"en$ In some !an,s this "ro!lem is solved in the same day !ut it
de"ends$ The "eo"le who faced this "ro!lem will not use this machine in his life time$
Conclusions:
• No other way unless to solve this serious and fre.uent "ro!lem$
• Measures should !e ta,en that the customers money must !e given in short time or else
the customer will loose confidence on the machine and also !an,$
• Sources say that after the software got u"dated in some machines this "ro!lem is solved,
so this new u"dating of software is tried at every -1M machine$
• A honest em"loyee at the machine can also hel" in solving this "ro!lem for some eLtent$
Recommendations:
Sources say that after the software got u"dated in some machines this "ro!lem is solved, so this
new u"dating of software is tried at every -1M machine$
Observation -15
After 73 days of our survey we got an good news of a new software u"dation for the -1M
machine$ In some !ranches it got u"dated and soon after the a!ove s"ecified all com"laints are
tends to reduce$
Recommendations:
As this new software is wor,ing eLcellent with no more wait it must !e im"lemented to every
machine so that every machine wor,s fine$
CASE STUDY-3
-1M is a machine which 90º of PROS and only with 10º of CONS due to several reasons$
This was the case !efore the software got u"dated$ +reviously there would have !een 20@
com"laints a wee, !ut after the software got u"dated this count decreased to not even a single
com"laint a wee,$
This $(se sho;s the i!port(n$e o& so&t;(re up"(tin? to
!()e the CDM ;or)in? 0//F &ine (n" to !()e the
$o!p%(ints ne?%i?i%e3 So the ne; so&t;(re !ust e
up"(te" (s e(r%= (s possi%e in (%% !($hines3
SWOT Analysis of Cash Deposit Machine
Strength
4$ >ast, >leLi!le and Secure$
2$ -an !e used 2@N8
7$ $No need to wait in the .ueue at counters$
Weakness
4$ -ash can only !e de"osited into own account$
2$ Some "ro!lems encountered in the machine while
de"ositing the cash which is not credited into the account$
7$ No hand holding !y a !an, em"loyee$
Opportunity
4$ -an !e made as cash is de"osited into others account also$
2$ If wor,s "ro"erly it can !e made as mini (0Seva$
Threats
4$ /ithout solving the "ro!lems this machine can !e considered
as more "ro!lematic machine than useful one$
Bibliography
4)htt"sGMMmy!an,learning$s!i$co$in
2)htt"GMMwww$learningmatriLatcam"us$co$inM
7) www$google$com
:?Or&anisati!na% behavi!r,<:
th
editi!n, ,ears!n editi!n.
6)htt"GMMwww$m!as,ool$comM!randguideM!an,ing0and0financial0servicesM;730state0!an,0
of0india$html
ANNE2URE 0
Questionnaire on Cash Deposit Machine for Customers
ANNEXURE-2
Questionnaire on Cash Deposit Machine for Employees
doc_254949306.doc