Project Report On
CUSTOMER SATISFACTION
CORPORATE GUIDE Mr. Ravi Parmar Relationship Manager
FACULTY GUIDE Mr. Rajnish mallick
Submitted in Partial Fulfillment of the requirement of Post Graduate Diploma in management
Submitted By Ankur Singh PGDM-III, Semester Batch- 2008-10
Centre for Management Technology Knowledge Park I Gr. Noida
Acknowledgements
If words words are considered considered to be signs of gratitude gratitude then let let these these words Convey the very same My sincere gratitude gratitude to ICICI BANK for providing me with an opportunity opportunity to work with BANK and giving necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr.Remay Verma, Branch Manager and Mr. Ravi Parmar (RM) company project guide, who has provided me with the necessary information and also for the the
suppor supportt
exten extended ded out to me in the comple completi tion on of this this repor reportt and and his valuab valuable le
suggestion and comments on bringing out this report in the best way possible. I also thank Prof . Anant Jyoti,(HOD of PGDM), who has sincerely sincerely supported me with the valuable insights into the completion of this project. I am grateful to all faculty members of C-Mat and my friends who have helped me in the successful completion of this project.
CONTENTS
Sr. No.
Subject Covered
Page No.
1
Acknowledgements
2
Executive Summary
4
3
My Project Objective
7
4
Banking Structure in India
8
5
Introduction
9
6 7
8
2
10
History of Banking in India
17
Bank In India
19
Fact Files of Banks in India
9
Indian Banking Industries
26
10
ICICI Bank
28
11
ICICI Group
33
12
Technology used in ICICI Bank
39
13
Product and Customer segments
41
11
Product
44
14
SWOT Analysis
55
15
Research Methodology
57
Company Efforts To Ensure Customer Satisfaction 16
17
59
Data Analysis
69
18
Comparison With SBI
79
19
SWOT Analysis(comparative)
87
20
Questionnaire
93
ograp y
EXECUTIVE SUMMARY
Private banking is a concept which is new and fast emerging in the world of banking where chan change gess have have beco become me a nece necess ssit ity y in orde orderr for for bank bankss to surv surviv ivee in this this comp compet etit itiv ivee environment vis-à-vis not only from the public and private sector banks but also from the foreign banks. The objective of the research is to explore the various products, which a private banker deals into and the systematic process involved to match client requirements with the right kind of product. Through this research one of the main objectives is to explore the reason why most of the banks are injecting private banking as business profile to their set of service offerings. Though private banking evolved in late 80’s in Asia, in India its not more than 5 years old. ICICI started started it in Aug 2002 and since then it has been a remarkable remarkable success. Today there are enormous solutions to cater client needs but what suits best to a client is where private banking fits in. Every client will have different needs, liking and preferences. So a customized portfolio for every client is the need of the day. This research will highlight more on the product portfolio of ICICI Private Banking, how they have changed or innovatively structured to be attractive and competitive.
1. To draw the comparative analysis of ICICI BANK Ltd with SBI etc. 2. To identify the major attributes of customer satisfaction. 3. To study customer perception about ICICI BANK Ltd. 4. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI BANK Vs HDFC & SBI.
Scheduled Banks in India
(A) Scheduled Commercial Banks
Public sector Banks
•
•
•
( 28 ) Nationalized Bank Other Public Sector Banks (IDBI) SBI and its Associates
•
Private sector Banks (27) Old Private Banks New Private Banks
Foreign Banks in India ( 29 )
Regional Rural Bank
(102)
(B) Scheduled Cooperative Banks
Scheduled Urban Cooperative Banks (55)
Scheduled State Cooperative Banks (31)
Here we more concerned about private sector banks and competition among them. Today, there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new private sector banks. These new banks have brought in state-of-the-art technology and aggressively marketed their products. products. The Public sector banks are facing facing a stiff competition competition from from the
new private sector
banks. The banks which have been setup in the 1990s under the guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.
INTRODUCTION
The banking section will navigate through all the aspects of the Banking System in India. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in coming few years. The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three separate heads with one page dedicated to each bank. However, in the introduction part of the entire banking cosmos, the past has been well explained under three different heads namely: History of Banking in India Nationalization of Banks in India Scheduled Commercial Banks in India The first deals with the history part since the dawn of banking system in India. Government took major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks. The descriptions along with a list of scheduled commercial banks are given on this page.
HISTORY OF BANKING IN INDIA
Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. For the past three decades India's banking system has several outstanding achievements achievements to its credit. The most striking is its extensive extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of India's growth process. The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India. Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days when the most efficient bank transferred money from one branch to other in two days. Now it is simple as instant messaging or dial a pizza. Money have become the order of the day. The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nati Nationa onaliz lizat ation ion of India Indian n Bank Bankss and up to 199 1991 1 prior prior to Indian Indian bankin banking g sector sector Reforms. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. To make this write-up more explanatory, I prefix the scenario scenario as Phase I, Phase II and Phase III.
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay
These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks, mostly Europeans shareholders. In 1865 Allahabad Allahabad Bank was establishe established d and first first time time exclusiv exclusively ely by Indians, Indians, Punjab Punjab National National Bank Ltd. was set up in 1894 with headquarters headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935. During the first phase the growth was very slow and banks also experienced periodic failures between between 1913 and 1948. There were approximately approximately 1100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. Duri During ng those those day’s day’s pub publi licc has has lesse lesserr confi confiden dence ce in the the banks. banks. As an after afterma math th deposi depositt mobi mobili lizat zation ion was was slow. slow. Abrea Abreast st of it the the saving savingss bank bank facil facilit ity y provi provided ded by the Postal Postal department was comparatively safer. Moreover, funds were largely given to traders.
Phase II
Government took major steps in this Indian Banking Sector Reform after independence. In 1955, it nationalized Imperial Imperial Bank of India with extensive banking facilities on a large scale especially especially in rural and semi-urban areas. It formed State Bank of India to act as the principal principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July, 1969, major process of nationalization was carried out. It was the effort of the then Prime Mini Ministe sterr of India India,, Mrs. Mrs. Indira Indira Gandh Gandhi. i. 14 majo majorr comme commerci rcial al banks banks in the count country ry was was nationalized. Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government
Thee foll Th followi owing ng are are the the steps steps taken taken by the the Gover Governm nment ent of India India to Regul Regulat atee Banki Banking ng Institutions in the Country: 1949: Enactment of Banking Regulation Act. 1955: Nationalization of State Bank of India. 1959: Nationalization of SBI subsidiaries. 1961: Insurance cover extended to deposits. 1969: Nationalization of 14 major banks. 1971: Creation of credit guarantee corporation. 1975: Creation of regional rural banks. 1980: Nationalization of seven banks with deposits over 200 crore. After the nationalization of banks, the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11,000%. Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions. Phase III
This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalization of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. The financial system of India has shown a great deal of resilience. It is sheltered from any crisi crisiss trigge triggere red d by any extern external al macr macroec oecono onomic micss shock shock as other other East East Asian Asian Count Countri ries es suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the capital account is not yet fully convertible, and banks and their customers have limited foreign exchange exposure.
BANKS IN INDIA
In India the banks are being segregated in different different groups. Each group has their own benefits and limitations in operating in India. Each has their own dedicated target market. Few of them only work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are of Indian origin and some are foreign players. All these details and many more is discussed over here. The banks and its relation with the customers, customers, their mode of operation, operation, the names of banks under different groups and other such useful information’s are talked about. One more section has been taken note of is the upcoming foreign banks in India. The RBI has shown certain interest to involve more of foreign banks than the existing one recently. This step has paved a way for few more foreign banks to start business in India.
Major Banks in India •
ABN-AMRO Bank
•
Indian Overseas Bank
•
Abu Dhabi Commercial Bank
•
IndusInd Bank
•
American Express Bank
•
ING Vysya Bank
•
Andhra Bank
•
Jammu & Kashmir Bank
•
Allahabad Bank
•
JPMorgan Chase Bank
•
Bank of Baroda
•
Karnataka Bank
•
Bank of India
•
Karur Vysya Bank
•
Bank of Maharastra
•
Laxmi Vilas Bank
•
Bank of Punjab
•
Oriental Bank of Commerce
•
Bank of Rajasthan
•
Punjab National Bank
•
Bank of Ceylon
•
Punjab & Sind Bank
•
BNP Paribas Bank
•
Scotia Bank
•
Canara Bank
•
South Indian Bank
•
Catholic Syrian Bank
•
Standard Chartered Bank
•
Centurion Bank
•
State Bank of Bikaner & Jaipur
•
China Trust Commercial Bank
•
State Bank of Hyderabad
•
Citi Bank
•
State Bank of Indore
•
City Union Bank
•
State Bank of Mysore
•
Corporation Bank
•
State Bank of Saurastra
•
Dena Bank
•
State Bank of Travancore
•
Deutsche Bank
•
Syndicate Bank
•
Development Credit Bank
•
Taib Bank
•
Dhanalakshmi Bank
•
UCO Bank
•
Federal Bank
•
Union Bank of India
•
HDFC Bank
•
United Bank of India
•
HSBC ICICI Bank
•
United Bank Of India
•
IDBI Bank
•
United Western Bank
•
Indian Bank
UTI Bank
Fact Files of Banks in India The first, the oldest, the largest, the biggest, get all such types of information’s about Banking in India in this section. The first bank in India to be given an ISO Certification
Canara Bank
The first bank in Northern India to get ISO 9002 certification for Punjab their selected branches
The first among the private sector banks in Kerala to become a scheduled bank in 1946 under the RBI Act
Sind
Bank
Thee first Th first India Indian n bank bank to have have been been start started ed solel solely y with with India Indian n Punjab capital
and
National
Bank
South Indian Bank
India' India'ss oldest oldest,, large largest st and most most succe successf ssful ul comm commerc ercial ial bank, bank, offering the widest possible range of domestic, international and NRI products and services, through its vast network in India and overseas
State Bank of India
scheduled commercial bank in India
Limited
Bank Bank whic which h star starte ted d as priv privat atee shar shareh ehol olde ders rs bank banks, s, most mostly ly Impe Imperrial Europeans shareholders
Bank
of
India
The first Indian bank to open a branch outside India in London in Bank
of
India,
1946 and the first to open a branch in continental Europe at Paris foun founde ded d in 1906 1906 in in 1974 The oldest Public Sector Bank in India having branches all over India and serving the customers for the last 132 years
Mumbai
Allahabad Bank
The first Indian commercial bank which was wholly owned and Central managed by Indians
Bank
of
India
Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to open a branch outside India in London in 1946 and the first to open a branch in continental Europe at Paris in 1974.
PUBLIC SECTOR BANKS Among the Public Sector Banks in India, United Bank of India is one of the 14 major banks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks, the United Bank of India Ltd., was formed in 1950 with the amalgamation amalgamation of four banks viz. Camilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and Hooghly Bank Ltd.(1932).
NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans. This Public Sector Bank India has implemented 14 point action plan for strengthening of credit deli deliver very y to wome women n and has design designate ated d 5 branc branches hes as speci speciali alized zed branch branches es for wome women n entrepreneurs.
The following are the list of Public Sector Banks in India •
Allahabad Bank
•
Andhra Bank
•
Bank of Baroda
•
Bank of India
•
Bank of Maharastra
•
Canara Bank
•
Central Bank of India
•
Corporation Bank
•
Dena Bank
•
Indian Bank
•
Indian Overseas Bank
•
Oriental Bank of Commerce
•
Punjab & Sind Bank
•
Punjab National Bank
•
Syndicate Bank
•
UCO Bank
•
United Bank of India
•
Vijaya Bank
List of State Bank of India and its subsidiary, a Public Sector Banks •
State Bank of India ○
State Bank of Bikaner & Jaipur
○
State Bank of Hyderabad
○
State Bank of Indore
○
State Bank of Mysore
○
State Bank of Saurastra
○
State Bank of Travancore
PRIVATE SECTOR BANKS:
Private banking in India was practiced since the beginning of banking system in India. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largest developm deve lopment ent bank in the world as Pri Private vate Banks in Indi Indiaa and has prom promoted oted worl world d cla class ss institutions in India. The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Corporation Limited, to set up a bank in the private sector banks in India as part of the RBI's RBI's liberalization liberalization of the Indian Banking Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and commenced operations as Scheduled Commercial Bank in January 1995.
ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalore has a pride of place for having the first branch inception in the year 1934. With successive years of patronage and constantly setting new standards in banking, ING Vysya Bank has many credits to its account. List of Private Banks in India •
Bank of Punjab
•
Bank of Rajasthan
•
Catholic Syrian Bank
•
Centurion Bank
•
City Union Bank
•
Dhanalakshmi Bank
•
Development Credit Bank
•
Federal Bank
•
HDFC Bank
•
ICICI Bank
•
IDBI Bank
•
IndusInd Bank
•
ING Vysya Bank
•
Jammu & Kashmir Bank
•
Karnataka Bank
•
Karur Vysya Bank
•
Laxmi Vilas Bank
•
South Indian Bank
•
United Western Bank
INDIAN BANKING INDUSTRY The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 US$1 tril trilli lion on by 201 2010. 0.
An expan expandin ding g econo economy my,,
middl middlee class class,,
and and techno technolog logica icall
innovations are all contributing to this growth. The country’s country’s middle class accounts accounts for over 320 million People. In correlation correlation with the growth of the economy, rising income levels, increased standard of living, and affordability of banking products are promising factors for continued expansion. The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 US$1 tril trilli lion on by 201 2010. 0.
An expan expandin ding g econo economy my,,
innovations are all contributing to this growth.
middl middlee class class,,
and and techno technolog logica icall
The Indian banking Industry is in the middle of an expansion of centric in
retail and rural
banking. Players Players
IT
revolution, revolution, Focusing on the
are becoming becoming increasingly increasingly customer customer -
their approach, which has resulted in innovative methods of offering new banking
products products and services. services.
Banks are now realizing realizing
the importance importance of being a big player
and are beginning to focus their attention on mergers of economies economies of scale and/or comply with Basel II
and acquisitions acqu isitions to take advantage regulation.“Ind regulation.“Indian ian banking industry
assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital,” says Prathima Rajan, Rajan, analyst analyst in Celent's Celent's banking group and author author of the report. “The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players."
Type Founded
Private, BSE & NSE, NYSE 1955 (as Industrial credit and Investment corporation of India) ICICI Bank Ltd., ICICI Bank Towers,
Headquarters
Bandra Kurla Mumbai, India N Vaghul, K.V. Kamath, Kamath, Chanda Key people
Kochhar , V Vaidyanathan, Madhabi Puri Banking
Industry
Insurance Capital Markets and allied industries
Products
Loans, Credit Cards, Cards, Savings, Investment vehicles, Insurance etc.
Revenue
▲ USD 5.79 billion
Total assets
Rs. 3,997.95 billion (US$ 100 billion) at March 31, 2008.
OVERVIEW ICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICI
Limited Limited was established in 1955 by the World Bank, the Government of India and the Indian Industry, for the promotion of industrial development in India by giving project and corporate finance to the industries in India. ICICI Bank has grown from a development bank to a financial conglomerate and has become one of the largest public financial institutions institutions in India. ICICI Bank has financed all the major sectors of the economy, covering 6,848 companies and 16,851 projects. As of March 31, 2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception. ICICI Bank Fact Files: Total assets: Rs.146,214 crore (December 31, 2004) Network: 530 branches ATMs: Over 1,880 Abroad Subsidiaries: United Kingdom and Canada Abroad branches: Singapore and Bahrain Representative offices: United States, China, United Arab Emirates, and Bangladesh and
South Africa.
ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn (US$ 56.3 56.3 bn) at March March 31, 2006 and profit profit after tax of Rs. 25.40 25.40 bn (US$ (US$ 569 mn) for the year ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005). ICICI Bank has a network of about 614 branches and extension counters and over 2,200 ATMs. ATMs. ICIC ICICII Bank Bank offers offers a wide wide range range of bankin banking g produ product ctss and and finan financi cial al servi services ces to corpo corpora rate te and retai retaill custo custome mers rs throug through h a varie variety ty of deli deliver very y channe channels ls and throug through h its its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
group in fiscal 2002 to cater to the cross border needs of clients and leverage on its domestic banking strengths to offer products internationally.
BSE:: ICICI ICICI)) ( Industrial Credit and Investment Corporation of India ) is ICICI Bank (BSE India's largest private sector bank in market capitalization and second largest overall in terms of assets. Bank has total assets of about USD 100 billion (at the end of March 2008), a network of over 1,491 branches, 22 regional offices and 49 regional processing centers, about 4,485 4,485 ATMs ATMs (at the end of Septem September ber 2008), and 24 million million custome customers rs (at the end of July 2007). ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the National National Stock Exchange of India Limited, Limited, and its ADRs on the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest international balance sheet among among Indian Indian banks banks.. ICIC ICICII Bank Bank now has wholl wholly-o y-owne wned d subsi subsidia diari ries, es, branch branches es and representatives offices in 18 countries, including an offshore unit in Mumbai. This includes wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary through which the hisave savings savings brand brand is operated operated), ), offshore offshore banking banking units units in Bahrai Bahrain n and Singapore, Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population in particular. ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bank's current and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007.
ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance Center and representative offices in the United States, United Arab Emirates, China, South Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium. Belgium. ICICI Bank is the most valuable bank in India in terms of market capitalization.
ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the National National Stock Exchange Exchange of India Limited Limited and its American American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).
ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and employees. At June 5, 2006, ICICI Bank, with free float market capitalization of about Rs. 480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed on the Indian stock exchanges. ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of The World Bank, the Government of India and representatives of Indian industry.
The principal objective was to create a development financial institution for Providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified diversified financial service group offering a wide variety of products and services, services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI ICICI and two of its wholly wholly owned owned retail retail finance finance subsidi subsidiari aries, es, ICICI ICICI Persona Personall Financi Financial al Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing financing and banking Operations, Operations, both wholesale and retail, have been integrated in a single entity. Free float holding excludes all promoter holdings, strategic investments and Cross holdings among
public sector entities.
BUSINESS OBJECTIVES Vision To be the leading provider of financial services in India and a major global bank.
Mission ➢
➢ ➢ ➢ ➢ ➢ ➢
We will leverage our people, technology, speed and financial capital to: be the banker of first choice for our customers by delivering high quality, world-class service. Expand the frontiers of our business globally. Play a proactive role in the full realisation of India’s potential. maintain a healthy financial profile and diversify our earnings across businesses and geographies. Maintain high standards of governance and ethics. Contribute positively to the various countries and markets in which we operate. Create value for our stakeholders.
➢
Product and Services Service and banking of ICICI bank categorized in to personal banking, business banking and NRI banking services. Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit and children depository account are there for individual customer can also avail of their housing, automobile, farm equipment, business or personal loan scheme. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank. Business banking – Business banking services of ICICI Bank are exhaustive. Project financing, deal assessment, and land evaluation are investment banking services offered to corporate clients. Global trade and cash management transaction services facilitate remittances and receipts across important cities. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world.
Customer ICICI bank targets all segment of customer with various types of products and services. I interacted with a a lot of customers and collect their feedback on the given services of comp company any,, and feedba feedback ck are are posit positiv ivee respon response se from from all all point point of view view.. Custo Custome mers rs are are
500,000 customers under the new scheme in the next one year and plans to offer auto loans thro throug ugh h the the new new onli online ne chan channe nell in the the futu future re,, ICIC ICICII Bank Bank's 's Ex Exec ecut utiv ivee Dire Direct ctor or,, V Vaidyanathan, said here. "As of now, nearly 24 per cent of our customer transactions are happening through internet. We are primarily targeting our urban customers, who constitute nearly 70 per cent of our total customer-base," Vaidyanathan said. Customers, Customers, opting for the service can also benefit from the quantum optima facility, facility, wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed deposit scheme, he said. The facility, which also enable customers to transact between an ICICI Bank account and accounts in other banks, is being offered free of cost, he said ICICI bank, presently, has above 2 crore customers. The lender opened nearly 470 branches in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality confidentiality of the customer information information and its transmission through the world wide web and it shall not be held liable for disclosure of the confidential confidential information information when in accordance with this privacy commitment commitment or in terms of the agreements, if any, with the customers. ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by the customer. ICICI bank uses 128-bit encryption, for the transmission of the information, which is currently the permitted level of encryption encryption in India. When the information provided b by y the custom customers ers is not transm transmit itte ted d throug through h this this encry encrypt ption ion,, the custom customer' er'ss syste system m (if (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. The customer would be required to cooperate with ICICI bank in order to ensure the security of the infor informa mati tion, on, and and it is recom recomme mende nded d that that the cust custom omers ers necess necessar aril ily y choose choose their their passwords carefully such that no unauthorized access is made by a third party. To make the password password complex and difficult difficult for others to guess, the customers customers should use combination combination of alpha alphabet bets, s, number numberss and specia speciall charac characte ters rs (like (like!! @, #, $ etc. etc.). ). Th Thee custo custome mers rs shoul should d undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it. ➢
ICICI bank undertakes not to disclose the information provided by the customers to any person, unless such action is necessary to:
➢
Conform to legal requirements or comply with legal process;
➢
Protect and defend ICICI bank's or its affiliates rights, interests or property;
➢
Enforce the terms and conditions of the products or services; or
➢
Act to protect the interests interests of ICICI bank, its affiliates, or its members, constituents constituents or of other persons. persons.
Compe ompeti tito torr The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank .There are different types of segment operation semment, investment and services, demat and NRI services.The competitor from the operation segment are State Bank of India(SBI), Axis, Housing Development and Financial corporation(HDFC) etc.From the investment And service sector HDFC standard life insurance insurance corporation, corporation, Bharati Axa life insurance ,Reliance Life Insurance Insurance Corporation, Corporation, Max new work life insurance SBI Life insurance,Life Insurance Corporation of India.In demat section section India India bull,An bull,Anangr angram, am,SBI SBI,HD ,HDFC, FC,Indi Indiaa Infoline Infoline are the main main competi competitor tor of ICICI ICICI bank.In the NRI service section the Western Union bank is the main competitor of ICICI bank.There are some other company who also compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI bank. India, incorporated in August 1994, after the HDFC Bank Ltd. is a commercial bank of India,
the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion. largest bank in in India. India. It is also, measured by the number of branch State Bank of India is the largest bank offices and employees, the second largest bank in the world.[citation world.[citation needed] needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta, Calcutta, making it the oldest commercial bank in the Indian Subcontinent. Subcontinent. The Government Government of India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the Government took over the stake held by the Reserve Bank of India.SBI provides a range of banking products through its vast network in India and overseas, including products aimed at NRIs. at NRIs. With an asset base of $126 billion and its reach, it is a regional banking behemoth. SBI has laid emph emphas asis is on redu reduci cing ng the the huge huge manp manpow ower er thro throug ugh h Golden Golden handshak handshakee schem schemes es and computerizing its operations.The State Bank Group, with over 16000 branches , has the largest branch network in India. It has a market share among Indian commercial banks of about 20% in deposits and advances, and SBI accounts for almost one-fifth of the nation’s loans.T loans.There here are some other banks banks which which gives challengi challenging ng some how in the banking banking and service sectorthey are: ➢
Allahabad Bank
➢
Andhra Bank
➢
Bank of Baroda
➢
Bank of India
➢
Bank of Maharashtra
➢
Canara Bank
➢
Central Bank of India
➢
Corporation Bank
➢
Dena Bank
➢
IDBI Bank
➢
Indian Bank
➢
Indian Overseas Bank
➢
Oriental Bank of Commerce
➢
Punjab & Sind Bank
➢
Punjab National Bank
➢
Syndicate Bank
➢
UCO Bank
➢
Union Bank of India
➢
United Bank of India
➢
Vijaya Bank
Envir nv iron onme ment nt An employer the bank extends a lot of authority along with justified accountability to you. The working culture culture is very collaborative in nature. It can be owed to the fact that the bank is highly segmented segmented with a lot of overlapping and mostly distinct distinct roles and responsibility.ICIC responsibility.ICICII Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. The credit for the same can be attributed to its vast network, probably the largest among private sector banks.This makes the life of an employee a lot easier, especially for those who face the external customers. You do not have to justify your organization, it is only the product that has to be pitched. As far as employee benefits are concerned, ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations. The organization is sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of the organizational culture. The organization will be giving you enough flexibility to innovate and come-up with new ideas. It will also exhibit its in terms of well laid systems, processes processes and infrastructure. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily.Overall, I would say it’s a lifetime experience to work with such a behemoth organization. It might not be the best paymaster but it definitely
will impress you with its capability as the head master (Principal) of banking industry.there are huge competition between the eployee to achieve theo goal.
BUSINESS OBJECTIVES: Vision To be the leading provider of financial services in India and a major global bank. Mission ➢ We will leverage our people, technology, speed and financial capital to: be the banker of first choice for our customers by delivering high quality, world-class service. ➢ expand the frontiers of our business globally. ➢ play a proactive role in the full realisation of India’s potential. ➢ maintain a healthy financial profile and diversify our earnings across businesses and geographies. ➢ maintain high standards of governance and ethics. ➢ contribute positively to the various countries and markets in which we operate. ➢ create value for our stakeholders. Product and Services Service and banking of ICICI bank categorized in to personal banking, business banking and NRI banking services. Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit and children depository account are there for individual customer can also avail of their housing, automobile, farm equipment, business or personal loan scheme. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank.
Business banking services services of ICICI ICICI Bank Bank are exhausti exhaustive. ve. Projec Projectt Business banking – Business financing, deal assessment, and land evaluation are investment banking services offered to corpo corpora rate te clie client nts. s. Globa Globall trad tradee and cash cash manag manageme ement nt trans transact actio ion n servic services es facil facilit itate ate remittances remittances and receipts across important cities. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world.
CUSTOMER ICICI bank targets all segment of customer with various types of products and services. I interacted with a a lot of customers and collect their feedback on the given services of comp company any,, and feedba feedback ck are are posit positiv ivee respon response se from from all all point point of view view.. Custo Custome mers rs are are beneficiary from both sides monetary as well as non monetary. The bank targets to add nearly
thro throug ugh h the the new new onli online ne chan channe nell in the the futu future re,, ICIC ICICII Bank Bank's 's Ex Exec ecut utiv ivee Dire Direct ctor or,, V Vaidyanathan, said here. "As of now, nearly 24 per cent of our customer transactions are happening through internet. We are primarily targeting our urban customers, who constitute nearly 70 per cent of our total customer-base," Vaidyanathan said. Customers, Customers, opting for the service can also benefit from the quantum optima facility, facility, wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed deposit scheme, he said. The facility, which also enable customers to transact between an ICICI Bank account and accounts in other banks, is being offered free of cost, he said ICICI bank, presently, has above 2 crore customers. The lender opened nearly 470 branches in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality confidentiality of the customer information information and its transmission through the world wide web and it shall not be held liable for disclosure of the confidential confidential information information when in accordance with this privacy commitment commitment or in terms of the agreements, if any, with the customers. ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by the customer. ICICI bank uses 128-bit encryption, for the transmission of the information, which is currently the permitted level of encryption encryption in India. When the information provided b by y the custom customers ers is not transm transmit itte ted d throug through h this this encry encrypt ption ion,, the custom customer' er'ss syste system m (if (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. The customer would be required to cooperate with ICICI bank in order to ensure the security of the infor informa mati tion, on, and and it is recom recomme mende nded d that that the cust custom omers ers necess necessar aril ily y choose choose their their passwords carefully such that no unauthorized access is made by a third party. To make the password password complex and difficult difficult for others to guess, the customers customers should use combination combination of alpha alphabet bets, s, number numberss and specia speciall charac characte ters rs (like (like!! @, #, $ etc. etc.). ). Th Thee custo custome mers rs shoul should d undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it. ➢
ICICI bank undertakes not to disclose the information provided by the customers to any person, unless such action is necessary to:
➢
Conform to legal requirements or comply with legal process;
➢
Protect and defend ICICI bank's or its affiliates rights, interests or property;
➢
Enforce the terms and conditions of the products or services; or
➢
Act to protect the interests interests of ICICI bank, its affiliates, or its members, constituents constituents or of other persons.
COMPETITOR The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank .There are different types of segment operation semment, investment and services, demat and NRI services.The competitor from the operation segment are State Bank of India(SBI), Axis, Housing Development and Financial corporation(HDFC) etc.From the investment And service sector HDFC standard life insurance insurance corporation, corporation, Bharati Axa life insurance ,Reliance Life Insurance Insurance Corporation, Corporation, Max new work life insurance SBI Life insurance,Life Insurance Corporation of India.In demat section section India India bull,An bull,Anangr angram, am,SBI SBI,HD ,HDFC, FC,Indi Indiaa Infoline Infoline are the main main competi competitor tor of ICICI ICICI bank.In the NRI service section the Western Union bank is the main competitor of ICICI bank.There are some other company who also compete with the ICICI bank After the SBI the
India, incorporated in August 1994, after the HDFC Bank Ltd. is a commercial bank of India, Reserve Bank of India allowed establishing establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion. largest bank in in India. India. It is also, measured by the number of branch State Bank of India is the largest bank offices and employees, the second largest bank in the world.[citation world.[citation needed] needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta, Calcutta, making it the oldest commercial bank in the Indian Subcontinent. Subcontinent. The Government Government of India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the Government took over the stake held by the Reserve Bank of India.SBI provides a range of banking products through its vast network in India and overseas, including products aimed at NRIs. at NRIs. With an asset base of $126 billion and its reach, it is a regional banking behemoth. SBI has laid emph emphas asis is on redu reduci cing ng the the huge huge manp manpow ower er thro throug ugh h Golden Golden handshak handshakee schem schemes es and computerizing its operations.The State Bank Group, with over 16000 branches , has the largest branch network in India. It has a market share among Indian commercial banks of about 20% in deposits and advances, and SBI accounts for almost one-fifth of the nation’s loans.T loans.There here are some other banks banks which which gives challengi challenging ng some how in the banking banking and service sectorthey are: ➢
Allahabad Bank
➢
Andhra Bank
➢
Bank of Baroda
➢
Bank of India
➢
Bank of Maharashtra
➢
Canara Bank
➢
Central Bank of India
➢
Corporation Bank
➢
Dena Bank
➢
IDBI Bank
➢
Indian Bank
➢
Indian Overseas Bank
➢
Oriental Bank of Commerce
➢
Punjab & Sind Bank
➢
Punjab National Bank
➢
Syndicate Bank
➢
UCO Bank
➢
Union Bank of India
➢
United Bank of India
➢
Vijaya Bank
An employer the bank extends a lot of authority along with justified accountability to you. The working culture culture is very collaborative in nature. It can be owed to the fact that the bank is highly segmented segmented with a lot of overlapping and mostly distinct distinct roles and responsibility.ICIC responsibility.ICICII Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. The credit for the same can be attributed to its vast network, probably the largest among private sector banks.This makes the life of an employee a lot easier, especially for those who face the external customers. You do not have to justify your organization, it is only the product that has to be pitched. As far as employee benefits are concerned, ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations. The organization is sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of the organizational culture. The organization will be giving you enough flexibility to innovate and come-up with new ideas. It will also exhibit its in terms of well laid systems, processes processes and infrastructure. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily.Overall, I would say it’s a lifetime experience to work with such a behemoth organization. It might not be the best paymaster but it definitely will impress you with its capability as the head master (Principal) of banking industry.there are huge competition between the eployee to achieve theo goal.
TECHNOLOGY ICIC ICICII use many any type type of adva advanc ncee tech techno nolo logi gica call soft softw ware are like like Pinn Pinnac acle le 7.0 7.0 and and Pinnacl Pinnacle7. e7.016. 016.Amo Among ng from this softwar softwaree ICICI ICICI bank uses the e-bankin e-banking, g, core banking, banking, mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse. Howe Howeve ver, r, due due to its its prop propri riet etar ary y hard hardwa ware re,, the the cost cost of proc procur urem emen ent, t, upgr upgrad ades es and and administration was soaring. The closed box architecture of Teradata imposed restrictions on scalability. Secondly, querying and loading could not happen simultaneously. Queries could only be run during business hours because the loading of data had to take place during off business hours. This meant that the refresh rate of EDW was delayed, so queries may not reflect the most current data. ICICI Bank was also dependent on Teradata for support and other activities: The bank was completely tied down to that solution. These issues compelled ICICI Bank to look for more efficient and flexible solutions. The solution would have to address not only current issues, but accommodate future growth expectations and business requirements. ICICI Bank evaluated numerous data warehousing solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its migration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluation was the price-to-performan price-to-performance ce ratio where Sybase IQ emerged emerged the clear winner. During this rigorous testing, Sybase IQ delivered faster results on independent hardware and operating systems systems with minimum infrastructure. infrastructure. Commending Commending the improvements improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower costs, we could achieve significantly significantly better query performanceafter performanceafter implementing implementing the Sybase enterpr enterprise ise warehous warehousee solutio solution." n." ICICI ICICI Infotec Infotech h today today launched launched an enterpr enterprise ise resource resource planning (ERP) solution for the small and medium enterprises. The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15user license. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning, parts purchasing, maintaining inventory and interacting with suppliers and customers. ICICI Infotech Infotech officials told a press conference here today that Orion Advantage offered a set of business practice solutions for industry segments such as engineering, auto ancillary, pharmaceuticals pharmaceuticals,, chemicals and IT distribution. Besides the cost advantage the ERP package
also came pre-configured. ICICI Infotech had mapped the processes specific to each industry segment into the package. Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that small and medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a leading solution provider to this segment. Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package for the SMEs that bundled the server, database and operating system right now. That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and preconfigured. Besides the high cost of generic ERP packages, their implementation time as far as SMEs were concerned was also long. Orion Advantage could be installed in 45 days. ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per cent market share of the SME segment, whose number in the country was estimated at 2.30 lakh. Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of the companies that had installed Orion Advantage, said that the company had tried three other ERP packages, all of which had failed, before settling on Orion Advantage. Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in Chennai into a single location and double the staff strength from 300 now in the next two years. The Chennai centers were involved in research and development of Orion ERP solutions and Premia, an insurance package.
ERP Systems Integration Pinna Pinnacl clee Soft Softwar waree Solu Soluti tions ons has has the expert expertis isee and exper experien ience ce to assist assist you you with with your your enterprise systems integration. From developing your strategy, through implementation and support, we bring the right combination of resources, management skillsets, and technical know-how. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure. Whether you are planning an upgrade of an existing ERP system, or a complete replacement of a legac legacy y appli applica catio tion n and platf platform orm,, we can help help you you impro improve ve your your finan financia cial, l, human human resource resources, s, electro electronic nic mail, mail, and other other business business systems. systems. We work with the leading leading ERP systems, including the latest versions of the Oracle and PeopleSoft applications:
General Ledger Accounts Payable Accounts Receivable Purchasing Asset Management
Project Costing Human Resources Payroll Benefits Compensation
Our technology management solutions will help you migrate hardware platforms, improve network and database performance, develop or refresh policies and procedures, and develop sound sound disaster disaster recovery recovery and backup solution solutions. s. Please Please contact contact us to learn learn how Pinnacle Pinnacle Software Solutions can help you develop “ solutions that fit” your enterprise. ICICI Prudential Life Insurance Company Limited
ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500 million. million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%) (26%).. Th Thee comp company any was was grant granted ed cert certifi ifica cate te of regis registr trat ation ion for carry carryin ing g busin busines ess, s, by th Insurance Regulatory and Development Authority on 24 November 2000. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company.
The company recognizes that the driving force for gaining sustainable competitive advantage in this this business business is superior superior customer customer experien experience ce and investment investment behind the brand. brand. The company aims to achieve this by striving to provide world class service level trough constant innovation in product, distribution channels and technology based delivery. Vision and Mission
Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life life insur insuran ance ce indus industr try. y. Th This is they they hop hopee to achie achieve ve throu through gh their their commi commitm tment ent to excel excelle lence nce,, focus focus on servic service, e, speed speed and and innov innovat ation ion,, and levera leveragi ging ng our techn technolo ologic gical al expertise. The success of the organisation will be founded on its strong focus on values and clarity of purpose. These include: •
Understa Understandin nding g the needs needs of custom customers ers and offering offering them superio superiorr product productss and service
•
Building long lasting relationships with their partners
•
Providing an enabling environment to foster growth and learning for their employees
And above all building transparency in all our dealings.They believe that they can play a significant role in redefining and reshaping the sector. Given the quality of their parentage and the commitment of their team, they feel that tere will be no limits to their growth. Board of Directors
The ICICI Prudential Life Insurance Company Limited Board comprises reputed people from the finance industry both from India and abroad. Shri K.V. Kamath, Chairman Mr. Mark Tucker Smt. Lalita D. Gupte Mr. Danny Bardin Mrs. Kalpana Morparia Shri M.P. Modi Mr. John Caouette Shri S.P.Subhedar, (Alternate Director to Mr. Danny Bardin) Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker) Smt. Shikha Sharma, Managing Director Management Team Ms. Shikha Sharma, Managing Director Mr. Kevin Wright, Executive Vice President - Sales & Distribution Ms. Madhavi Soman, Chief - Strategic Initiatives Mr. V. Rajagopalan, Appointed Actuary Mr. Sandeep Batra, Chief Financial Officer & Company Secretary Mr. Saugata Gupta, Chief - Marketing & Service Mr. Shubhro J. Mitra, Chief - Human Resources Corporate Office:
ICCI Prulife Towers, 1089, Appasahab Marathe Marg, Prabhadevi, Mumbai 400 025. Telephone Number: 022-462 1600
ICICI Lombard General Insurance Company ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged engaged in general general insurance insurance,, reinsurance reinsurance,, insuranc insurancee claims claims managem management ent and Investment management.. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, management is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000. Board Members
Mr K V Kamath, Chairman
Mr R Athappan, Director
Mr B V Bhargava, Director
Mr Dileep Choksi, Director
Mr James F Dowd, Director
Ms Lalita D Gupte, Director
Ms Kalpana Morparia, Director
Mr S Mukherji, Director
Mr Chandran Ratnaswami, Director
Mr H N Sinor, Director
Mr Sandeep Bakhshi, Managing Director & CEO
Mr. S Mukherji, Chairman
Mr. Dileep Choksi, Director
Mr. James F Dowd, Director
Mr. H.N. Sinor, Director
Mr. Chandran Ratnaswami, Chairman
Ms. Kalpana Morparia, Director
Mr. Sandeep Bakhshi,, Managing Director & CEO
Mr. S Gopalakrishnan, Head – Investments
Mr. Rakesh Jain, Head-Finance & Accounts
Mr. Liyaquat Khan, Appointed Actuary
Audit Committee
Investment Committee
Ms. Kalpana Morparia, Morparia, Chairperson
Mr. Chandran Ratnaswami, Director
Mr. H. N. Sinor, Director
Retail Segment of ICICI Lombard General Insurance : ICICI Lombard's Retail Segment consists of personal insurance products - Health, Home, Motor and Travel insurances. Health Insurance
ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain policy, all these were first introduced by ICICI Lombard. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies. The various plans offered by ICICI Lombard Lombard include Family Floater Plan - where one policy covers the entire family, Health Advantage Plus - where they cover OPD and dental expenses, also help save maximum tax under section 80D and Critical Illness plan - a special policy covering a list of critical illnesses. They also have a basic Personal Accident Plan which covers against accidents. ICICI Lombard health plans also provide coverage against terrorism. Home Insurance
Home Insurance is actually one of the most neglected areas in the general insurance category. Simply, because people in general, especially in India, do not give much importance to it. However, in the recent years, due to the increase in awareness, and the great extent of damage caused to property due to natural calamities and terrorism, it has been gaining importance. The Hom Homee Insu Insuranc rancee Pol Policy icyoffered offered by ICICI Lombard covers both the structure and the contents of the house. You can opt for either of the covers or both. Unlike other policies, it also also covers covers damage damage due to terro terroris ristt acti activit vitie ies, s, loss loss of cash, cash, publi publicc liabi liabilit lity, y, tempor temporary ary resettlement and others. Motor Insurance
As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the policies policies offered by various companies are more or less the same. There is not much room for innov innovat atio ion n in this this catego category ry.. ICIC ICICII Lo Lomb mbar ard d too too offer offerss Car Insu Insuranc rancee and Two Whe Wheele eler r Insurance.. They are known to offer one of the best rates in the market. As the entire buying Insurance process is online and is instant, without any submission of documents or other formalities, people generally opt it for convenience. Travel Insurance
Travel insurance is one of the most prominent sector of general insurance, especially overseas travel insurance and student medical insurance. ICICI Lombard offers various options in both the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medi non-medical cal expenses expenses,, includin including g compens compensati ation on for flights flights hijacked hijacked and pre existin existing g diseases in case of emergency. They charge on a per day basis if the travel is more than 7 days. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U.S. The Student Medical Plans are accepted in almost universities worldwide. They also have a section in their website, University Search, Search, where one can find specific plans for specific universities. All the above retail policies can be bought online, without any documentation through their website www.icicilombard.com .One can not only buy, but also manage and renew their insurance policies online.
NRI Services ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought, renewed and tracked online. Parents' Parents' Health Insurance covers hospitalization hospitalization and medical expenses incurred by parents of the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a Parents' Overseas Travel Insurance policy. An NRI An NRI can insure his children/ dependents travelling abroad to study, under the Student Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables an NRI an NRI to secure his assets in India.
Channels Channel is the term used for the various approaches a company uses to tap its customers. ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied activities are carried out in the most effective manner.
Retail The Retail channel consists of sales executves, sales officers, brokers and agents. They are the one who are in direct contact with the customers and bring the innovative innovative insurance solutions to their doorsteps.
Online ICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. One can get quotes, buy, renew and track their policies onlin e through the website [www.icicilombard.com]. With the do-it-yourself architecture, the online channel is fast, convenient, easy to understand and operate.
Techn echnol olog ogy y ICIC ICICII use many any type type of adva advanc ncee tech techno nolo logi gica call soft softw ware are like like Pinn Pinnac acle le 7.0 7.0 and and Pinnacl Pinnacle7. e7.016. 016.Amo Among ng from this softwar softwaree ICICI ICICI bank uses the e-bankin e-banking, g, core banking, banking, mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse. Howe Howeve ver, r, due due to its its prop propri riet etar ary y hard hardwa ware re,, the the cost cost of proc procur urem emen ent, t, upgr upgrad ades es and and administration was soaring. The closed box architecture of Teradata imposed restrictions on scalability. Secondly, querying and loading could not happen simultaneously. Queries could only be run during business hours because the loading of data had to take place during off business hours. This meant that the refresh rate of EDW was delayed, so queries may not reflect the most current data. ICICI Bank was also dependent on Teradata for support and other activities: The bank was completely tied down to that solution. These issues compelled ICICI Bank to look for more efficient and flexible solutions. The solution would have to address not only current issues, but accommodate future growth
solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its migration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluation was the price-to-performan price-to-performance ce ratio where Sybase IQ emerged emerged the clear winner. During this rigorous testing, Sybase IQ delivered faster results on independent hardware and operating systems systems with minimum infrastructure. infrastructure. Commending Commending the improvements improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower costs, we could achieve significantly significantly better query performanceafter performanceafter implementing implementing the Sybase enterpr enterprise ise warehous warehousee solutio solution." n." ICICI ICICI Infotec Infotech h today today launched launched an enterpr enterprise ise resource resource planning (ERP) solution for the small and medium enterprises. The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15user license. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning, parts purchasing, maintaining inventory and interacting with suppliers and customers. ICICI Infotech Infotech officials told a press conference here today that Orion Advantage offered a set of business practice solutions for industry segments such as engineering, auto ancillary, pharmaceuticals pharmaceuticals,, chemicals and IT distribution. Besides the cost advantage, advantage, the ERP package also came pre-configured. ICICI Infotech had mapped the processes specific to each industry segment into the package. Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that small and medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a leading solution provider to this segment. Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package for the SMEs that bundled the server, database and operating system right now. That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and preconfigured. Besides the high cost of generic ERP packages, their implementation time as far as SMEs were concerned was also long. Orion Advantage could be installed in 45 days. ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per cent market share of the SME segment, whose number in the country was estimated at 2.30 lakh. Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of the companies that had installed Orion Advantage, said that the company had tried three other
Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in Chennai into a single location and double the staff strength from 300 now in the next two years. The Chennai centers were involved in research and development of Orion ERP solutions and Premia, an insurance package.
ERP Systems Integration Pinna Pinnacl clee Soft Softwar waree Solu Soluti tions ons has has the expert expertis isee and exper experien ience ce to assist assist you you with with your your enterprise systems integration. From developing your strategy, through implementation and support, we bring the right combination of resources, management skillsets, and technical know-how. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure.
Whether you are planning an upgrade of an existing ERP system, or a complete replacement of a legac legacy y appli applica catio tion n and platf platform orm,, we can help help you you impro improve ve your your finan financia cial, l, human human resource resources, s, electro electronic nic mail, mail, and other other business business systems. systems. We work with the leading leading ERP systems, including the latest versions of the Oracle and PeopleSoft applications:
General Ledger Accounts Payable Accounts Receivable Purchasing Asset Management
Project Costing Human Resources Payroll Benefits Compensation
Our technology management solutions will help you migrate hardware platforms, improve network and database performance, develop or refresh policies and procedures, and develop sound sound disaster disaster recovery recovery and backup solution solutions. s. Please Please contact contact us to learn learn how Pinnacle Pinnacle Software Solutions can help you develop “ solutions that fit” your enterprise.
ICICI GROUP
ICICI VENTURE
ICICI Venture is the largest and one of the most successful private equity and Venture capital management companies in India with aggregate funds under Management in excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI Bank, India’s second-largest bank with total assets of about US$ 56.3 bn (March 31, 2006) and market capitalization of about USD 10.8 bn (June 2006). Over the years, ICICI Venture has built an enviable enviable portfolio of companies companies in the sectors of inform informat ation ion techn technolo ology gy,, pharm pharmace aceuti utica cals, ls, biote biotechn chnolo ology gy,, media media and retai retaill there thereby by delivering value consistently to its investors.
ICICI Venture has the distinction of managing a large number of exits in the Country. With over 100 liquidity events, the organization has reaped rich Experience and is well positioned to handle IPOs, strategic sale and/or mergers. ICICI Venture has a wide network of third party investors, which include Domestic investors such as public sector banks, financial institutions and Insurance companies. A significant portion portion of the fund’s corpus is also from International development development financial financial institutions and international funds. Thee compa Th company ny has over over 40 quali qualifi fied ed profes professio siona nals ls with with experi experienc encee acros acrosss sector sectorss and and functions. The capabilities of the team, structure of the organization, Emphasis on value creation and performance evaluation matrices enable ICICI Venture to extract superior returns from its investments. ICICI SECURITIES – India’s Leading Investment Bank
ICICI Securities Limited is India’s leading full service investment bank with a Dominant position in all segments of its operations - Corporate Finance, Fixed Income and Equities. It is a subsidiary of ICICI Bank, the largest private sector bank in India and operates out of Mumbai with offices in New Delhi, Chennai, Kolkata, New York, London and Singapore. Under the able leadership of Mr.S.Mukherji, Managing Director and CEO, ICICI Securities continues to grow as reflected in its performance over the past couple of years. The Corporate Finance team has consistently been among the top players in M&As and fund raising from domestic and international capital markets. The Equities team is a major Indian brokerage house and its research covers over 90% of Sensex market capitalization. The bond research of the Fixed Income team is a benchmark for the industry. The eminent position of ICICI Securities is reflected in the number of awards that our teams in the Fixed Income, M&A and Equity Capital Markets win. Our Fixed Income team for the last two years (CY04 and CY05) has been adjudged as the “Best Bond House” in India by both Asia money and Finance Asia. The Equities team was adjudged as the ‘Best Indian Brokerage Brokerage House-2003’ by Asia money. The Corporate Corporate Finance team tops the M&A/Capital M&A/Capital markets league tables regularly. Our wholly owned subsidiary, ICICI Brokerage Services Limited (IBSL), buys and sells equities for our institutional clients. ICICI Securities has a
Securities Dealers, Inc. (NASD). As a result of this membership, ICICI Securities Inc. can engage in permitted activities in the U.S. securities markets. These activities include dealing in securities markets transactions in the United States and providing research and investment advice to US investors. ICICI Securities Inc. is also registered with the Financial Services Authority, UK (FSA) and the Monetary Authority of Singapore (MAS) to carry out Corporate Advisory Services
PRUDENTIAL ICICI
Prudential Prudential ICICI Asset Management Management Company enjoys the strong parentage parentage of Prudential plc, one of UK's largest players in the insurance & fund management sectors and ICICI Bank, a well well-kn -know own n and trust trusted ed name name in fina financi ncial al servi services ces in India. India. Prude Prudenti ntial al ICIC ICICII Asset Asset Management Company, in a span of just over eight years, has forged a position of preemine eminence nce in the India Indian n Mutua Mutuall Fund Fund indust industry ry as one of the the larges largestt asset asset mana managem gement ent companies companies in the country with assets under management of Rs. 23559.60 crores (as of March 31, 2006). The Company manages a comprehensive range of schemes to meet the varying investment needs of its investors spread across 68 cities in the country.
PRUDENTIAL LIFE INSURANCE
India's Number One private life insurer, ICICI Prudential Life Insurance Company is a joint venture venture between between ICICI ICICI Bank-one Bank-one of India's India's foremos foremostt financi financial al services services compani companies-an es-and d Prudential plc- a leading international financial services group headquartered in the United Kingdom. Kingdom. Total capital infusion stands at Rs. 15.85 billion, with ICICI Bank holding a stake of 74% and Prudential plc holding 26%. We began began our opera operatio tions ns in Dece Decemb mber er 200 2000 0 afte afterr recei receivi ving ng approv approval al from from Insura Insuranc ncee Regulatory Development Authority (IRDA). Today, our nation-wide team comprises nearly 120,000 insurance advisors, 18 banc assurance partners and 200 corporate agent tie-ups. ICICI Prudential was the first life insurer in India to receive a National Insurer Financial
Prudential has been voted as India's Most Trusted Private Life Insurer, by The Economic Times - AC Nielsen ORG Marg survey of 'Most Trusted Brands'. As we grow our distribution, product range and customer base, we continue to tirelessly uphold our commitment to deliver world-class financial solutions to customers all over India. ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500 million. million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%) (26%).. Th Thee comp company any was was grant granted ed cert certifi ifica cate te of regis registr trat ation ion for carry carryin ing g busin busines ess, s, by Insurance Regulatory and Development Authority on 24th November 2000. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company. The company recognizes that the driving force for gaining sustainable competitive advantage in this this business business is superior superior customer customer experien experience ce and investment investment behind the brand. brand. The company aims to achieve this by striving to provide world class service level trough constant innovation in product, distribution channels and technology based delivery. Vision and Mission
Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life life insur insuran ance ce indus industr try. y. Th This is they they hop hopee to achie achieve ve throu through gh their their commi commitm tment ent to excel excelle lence nce,, focus focus on servic service, e, speed speed and and innov innovat ation ion,, and levera leveragi ging ng our techn technolo ologic gical al expertise.
The success of the organisation will be founded on its strong focus on values and clarity of purpose. These include: •
Understa Understandin nding g the needs needs of custom customers ers and offering offering them superio superiorr product productss and service
•
Building long lasting relationships with their partners
•
Providing an enabling environment to foster growth and learning for their employees
And above all building transparency in all our dealings.They believe that they can play a significant role in redefining and reshaping the sector. Given the quality of their parentage and the commitment of their team, they feel that tere will be no limits to their growth. Corporate Office:
ICCI Prulife Towers, 1089, Appasahab Marathe Marg, Prabhadevi,
Telephone Number: 022-462 1600 Website : www.iciciprulife.com
ICICI LOMBARD
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and the US-based $ 26 billion Fairfax Financial Financial Holdings Limited. ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporat corporatee engaged engaged in general general insuranc insurance, e, reinsur reinsurance ance,, insuranc insurancee claims claims managem management ent and investm investment ent managem management ent.. Lombard Lombard Canada Ltd, a group group company company of Fairfax Fairfax Financial Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2001. ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI
Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, reinsurance, insurance claims management and Investment management. management. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000.
Retail Segment of ICICI Lombard General Insurance : ICICI Lombard's Retail Segment consists of personal insurance products - Health, Home, Motor and Travel insurances. Health Insurance
ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain policy, all these were first introduced by ICICI Lombard. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies.
The various plans offered by ICICI Lombard Lombard include Family Floater Plan - where one policy covers the entire family, Health Advantage Plus - where they cover OPD and dental expenses, also help save maximum tax under section 80D and Critical Illness plan - a special policy covering a list of critical illnesses. They also have a basic Personal Accident Plan which covers against accidents. ICICI Lombard health plans also provide coverage against terrorism. Home Insurance
Home Insurance is actually one of the most neglected areas in the general insurance category. Simply, because people in general, especially in India, do not give much importance to it. However, in the recent years, due to the increase in awareness, and the great extent of damage caused to property due to natural calamities and terrorism, it has been gaining importance. The Hom Homee Insu Insuranc rancee Pol Policy icyoffered offered by ICICI Lombard covers both the structure and the contents of the house. You can opt for either of the covers or both. Unlike other policies, it also also covers covers damage damage due to terro terroris ristt acti activit vitie ies, s, loss loss of cash, cash, publi publicc liabi liabilit lity, y, tempor temporary ary resettlement and others. Motor Insurance
As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the policies policies offered by various companies are more or less the same. There is not much room for innov innovat atio ion n in this this catego category ry.. ICIC ICICII Lo Lomb mbar ard d too too offer offerss Car Insu Insuranc rancee and Two Whe Wheele eler r Insurance.. They are known to offer one of the best rates in the market. As the entire buying Insurance process is online and is instant, without any submission of documents or other formalities, people generally opt it for convenience. Travel Insurance
Travel insurance is one of the most prominent sector of general insurance, especially overseas travel insurance and student medical insurance. ICICI Lombard offers various options in both the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medi non-medical cal expenses expenses,, includin including g compens compensati ation on for flights flights hijacked hijacked and pre existin existing g diseases in case of emergency. They charge on a per day basis if the travel is more than 7 days. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U.S. The Student Medical Plans are accepted in almost universities worldwide. They also have a section in their website, University Search, Search, where one can find specific plans for specific universities.
All the above retail policies can be bought online, without any documentation through their website www.icicilombard.com .One can not only buy, but also manage and renew their insurance policies online.
NRI Services ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought, renewed and tracked online. Parents' Parents' Health Insurance covers hospitalization hospitalization and medical expenses incurred by parents of the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a Parents' Overseas Travel Insurance policy. An NRI An NRI can insure his children/ dependents travelling abroad to study, under the Student Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables an NRI an NRI to secure his assets in India.
Channels Channel is the term used for the various approaches a company uses to tap its customers. ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied activities are carried out in the most effective manner.
Retail The Retail channel consists of sales executves, sales officers, brokers and agents. They are the one who are in direct contact with the customers and bring the innovative innovative insurance solutions to their doorsteps.
Online ICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. One can get quotes, buy, renew and track their policies online through the website [www.i [www.icic cicilom ilombard bard.com .com]. ]. With With the do-it-y do-it-yours ourself elf archite architectur cture, e, the online online channel channel is fast, fast, convenient, easy to understand and operate.
Technology Used in ICICI Bank In the era of globalization globalization each and every sector faced the stiff competition competition from their rival rivals. s.
And worl world d also conve converte rted d into the the flat flat from the the globe. globe.
After After the poli policy cy of
liberalization liberalization and RBI initiatives to take the step for the private sector banks, more and more changes changes are taking taking the part into into it.
And there there are create create competiti competition on between between the private private
sector banks and public sector bank. Private Private sector banks are today used the latest technology technology for the different different transaction transaction of day to day banking life. As we know that Information Information Technology Technology plays the vital role in the each each and every every industri industries es and gives gives the optimum optimum return return from the the limited limited resource resources. s. Banks are service industries industries and today IT gives the innovative innovative Technology Technology application application to Banking Banking industries. industries. ICICI BANK is the the leader in the the industries industries and today IT and ICICI BANK together together combined they reached reached the sky. New technology technology changed changed the mind of the customers customers and changed the queue concept from the history banking transaction. transaction. Today there are different channels are available for the banking transactions.
We can see that the how technology technology gives the best results results in the below diagram. diagram. There are drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year 2008 (25%). These type of technology gives the freedom to retail customers.
Centralized Processing Units
Derived Economies of Scale
Electronic Straight Through Processing
Reduced Transaction Cost
Data Warehousing , CRM
Improve cost efficiency, Cross sell
Innovative Technology Application
Provide new or superior products
The country’s middle class accounts for over 320 million people. In correlation with the growth of the economy, rising income levels, increased standard of living, and affordability of banking products are promising factors for continued expansion.
ICICI Bank Product & Customer Segment: PERSONAL BANKING
Loan Product
• •
•
• • • •
• •
• •
•
•
• •
Auto Loan Loan Against Security Loan Against Property Personal loan Credit card 2-wheeler loan Commercial vehicles finance Home loans Retail business banking Tractor loan Worki orking ng Capi Capita tall Finance Construction Equipment Finance Health Care Finance Education Loan Gold Loan Cards
• • •
Credit Card Debit Card Prepaid Card
Deposit Product
• • • • •
Payment Services
• • •
• • •
•
• •
•
• • • •
•
•
•
•
•
•
-------------------------------Forex Services -------------------------------Product & Services Trade Services Forex service Branch Locater RBI Guidelines
Saving a/c Current a/c Fixed deposit Demat a/c Safe Deposit Lockers
Investment & Insurance
•
NetSafe Merchant Prepaid Refill Billpay Visa Billpay InstaPay DirectPay VisaMoney Transfer e–Monies Elec Electr tron onic ic Fund Fundss Transfer Online Payment of Direct Tax
Mutual Fund Bonds Knowledge Centre Insurance General and Health Insurance Equity and Derivatives Mudra Gold Bar
Access To Bank
NetBanking OneView InstaAlert MobileBanking ATM Phone Banking Email Statements Branch Network • • •
• • • •
Corporate
• •
•
•
Funded Services No n Funded Services Value Added Services Internet Banking
• • • • •
Small and Medium Enterprises
Financial Institutions and Trusts
Funded Services Non Funded Services Specialized Services Value added services Internet Banking
BANKS Clearing Sub-Membership • RTGS – submembership • Fund Transfer • ATM Tie-ups • Corporate Salary a/c • Tax Collection • Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts
NRI SERVICES Accounts & Deposits • • • • •
Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians
Remittances • • • • • • •
North America UK Europe South East Asia Middle East Africa Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs
Investment & Insurances • • • •
Mutual Funds Insurance Private Banking Portfolio Investment Scheme Payment Services
NetSafe
Loans • • • •
Home Loans Loans Against Securities Loans Against Deposits Gold Credit Card Access To Bank
NetBanking
• • • •
InstaPay DirectPay Visa Money Online Donation
• • • • •
InstaAlert ATM PhoneBanking Email Statements Branch Network
PRODUCT
ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled with convenie convenience nce of networke networked d branches branches// ATMs ATMs and facilit facility y of E-channe E-channels ls like Internet Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our deposit products and provide your details online and our representative will contact you for Account
SAVING ACCOUNTS
ICICI Bank offers you a power packed Savings Account with a host of convenient features and banking channels to transact through. So now you can bank at your convenience, without the stress of waiting in queues
SENIOR CITIZEN SERVICES
We understand that as you reach the age to retire, you do have certain concerns … whether your hard earned money is safe and secure … whether your investments investments give you the kind of returns that you need. That's why we have an ideal Banking Service for those who are 60 years and above. The Senior Citizen Services from ICICI Bank has several advantages that are tailored to bring more convenience and enjoyment in your life. YOUNG STARS
It's really important important to help children learn the value of finances and money management at an early age. Banking is a serious business, but we make banking a pleasure and at the same time children learn how to manage their personal finances. FIXED DEPOSITS
Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank.
RECURRING DEPOSITS
When expenses are high, you may not have adequate funds to make big investments. But
ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. So you enjoy twin advantages- affordability and higher earnings
HOME LOAN
The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers offers some some unb unbea eata table ble benefi benefits ts to its its custom customers ers - Door Doorste step p Serv Service ice,, Simplified Simplified Documentation Documentation and Guidance throughout the Process. It's really easy!
PERSONAL LOANS
If you're looking for a personal loan that's easy to get, your search ends here. ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum documentation you can now secure a loan for an amount up to Rs. 15 lakhs
CAR LOAN
The NO 1 financier financier for car loans in the country. country. Network of more than 1500 channel partners in over 780 locations. Tie-ups with all leading automobile manufacturers manufacturers to ensure the best deals. Flexible schemes & quick processing. processing. Hassle-free application process on the click of a mouse. COMMERCIAL VEHICLE LOANS
Range of services on existing loans & extended products like funding of new vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on existing loans, Extend product, working capital loans & other banking products.
TWO WHEELER LOANS
Avai Availl attra attracti ctive ve schem schemes es at compet competit itive ive inter interest est rates rates from from the the No 1 Financier Financier for Two Wheeler Loans in the country. Finance Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient repayment options and comfortable tenors from 6 months to 36 months. Ride home on your Dream Two Wheeler with our hassle free finance. FARM EQUIPMENT LOANS
Prefe Preferre rred d financ financie ierr for almo almost st all all leadi leading ng trac tractor tor manuf manufac actur turers ers in the the country. Flexible repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns to choose from. Comfortable repayment tenures from 1 year to 9 year
CREDIT CARDS
ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from life time free free card cards, s, Insu Insura ranc ncee bene benefi fits ts,, glob global al emer emerge genc ncy y assi assist stan ance ce serv servic ice, e, discounts, utility payments, travel discounts and much more. DEBIT CARDS
The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used for shopping at more than 100,000 merchants in India and 13 million merchants worldwide. TRAVEL CARD
Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. world. Traveli Traveling ng with with US Dollar, Dollar, Euro, Euro, Pound Pound Sterli Sterling ng or Swiss Swiss Francs; Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit card.
ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment payment solutions at your fingertips. ICICI Bank pre-paid cards are a safe & convenient way for associate payments, disbursements, gifting & small ticket transactions. transactions. Pre-paid cards are available on a VISA platform thus providing providing accessibility to over one lakh merchant establishments & cash withdrawal from all VISA ATMs in India. Investments s
At ICICI Bank, we care about all your your needs needs.. Along Along with with Depos Deposit it products and Loan offerings, ICICI Bank assists you to manage your finances by providing vari variou ouss inve invest stme ment nt opti option onss rang rangin ing g from from ICIC ICICII Bank Bank Tax Tax Savi Saving ng Bond Bondss to Eq Equi uity ty Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products: ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporate Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004 You can invest in above products through any of our branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.com)
ICICI Bank Bonds
All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA indicating the highest degree of safety for your money All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible for tax rebate under Sec 88 to the full extent possible Bonds are listed on BSE, NSE GOI Bonds
8% Savings Bonds (Taxable), 2003 Low risk.
Nomination facility available. Cannot be traded in secondary market. Interest income taxable. Mutual Funds
Mutual Funds pool money of various investors to purchase a wide variety of securities securities while pursuing a specific goal. Selection of Securities for the purpose is done by specialists from the field. field. Returns Returns generate generated d are distribu distributed ted to the Investor Investors. s. Mutual Mutual Fund Fund Compani Companies es offer offer various schemes. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk. Investment is done on the basis of prevailing Net Asset Values of various schemes. Mutual Funds Investments are subject to Market Risks. Types of Funds Sold We will help you determine which types of funds you need to meet your investment goals. This may include the following types of funds: Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income Schemes etc. Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc. Balanced d Scheme Schemes, s, Specia Speciall Scheme Schemess - Pension Pension Scheme Schemes, s, Child Child Hybrid Hybrid Funds: Funds: Balance education Schemes etc.
At ICICI Bank we will help you identify an appropriate mix of Mutual Fund schemes for your portfolio using asset allocation strategies. Through ICICI Bank you can invest in various schemes of multiple mutual funds with decent performance record. You can take the aid of our various research reports on mutual funds and their schemes schemes before choosing a scheme for investment. investment. ICICI Bank offers investment in Mutual Funds through Multiple Channels. With ICICI Bank, you can invest in Mutual Funds through following channels. ICICI Bank Branches ICICIdirect.com Dedicated workforce to serve you Befor Beforee being being deput deputed, ed, our offic officers ers compl complet etee a compre comprehen hensi sive ve trai trainin ning g program and, once deputed, they receive thorough instructions in financial planning skills and techniques. Throughout their careers officers also attend programs to update their skills. All officers in charge of Mutual Funds are certified professionals by AMFI (Association of Mutual Funds in India) Many of these officers also hold professional degrees like - MBA, CA, ICWA, and CFA etc.
IPO :
You can invest invest in IPOs IPOs online online through through www.ic www.icici icidire direct.c ct.com om with with same convenienc conveniencee of investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar, recent IPO listings, prospectus/offer documents and live prices will help you keep on top of the IPO markets.
ICICI Bank Pure Gold
Gold has been traditionally the most favored form of investment for Indians. In fact, India, even today is amongst the highest consumers of Gold in the world. However, the Gold market remains largely unorganized with reliability and convenience remaining the key issues for gold buyers in the country.ICICI Bank with its `Pure Gold' offer attempts to bridge the gap between between the need of the customers customers for buying gold and availability availability of an organized avenue to satisfy that that need, by taking care of the two key components components Reliability Reliability and Convenience. Convenience. Reliability Reliability 24 Carat ICICI Bank Pure Gold is imported imported from Switzerland. Switzerland. This Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per international standards. Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories.
FOREX Services
ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free manner. Whether its Foreign Currency, Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange requirement.
S.W.O.T. analysis of ICICI BANK Introduction to SWOT Analysis.
The overall evaluation of the company’s Strength, Weakness, Opportunities and Threats is called as SWOT Analysis. The external environment analysis of any business will give you the opportunities and threats facing the business. The external environment consists of two parts:
1) Macro Environment : Demographic, Economic, Technology, Political-legal, Socio-cultural
2) Micro Environment : Customers, Competition, Distributors, Distributors, Suppliers.
The Internal Environment Analysis will give you the strength and weakness of the business.
•
Righ Rightt stra strate tegy gy for for the the righ rightt •
products.
Some ome gaps gaps in rang rangee for for cert certai ain n sectors.
•
Super Superior ior custo custome merr servi service ce vs. •
competitors.
Customer
service
staff
need
training. •
•
Great Brand Image Products
have
High
degree
Processes and systems, etc
•
Management cover insufficient.
required
accreditations. •
•
of
customer
•
satisfaction. •
Good place to work
•
Lowe ower
res respons ponsee
time
Sectoral growth is constrained by low unemployment levels and competition for staff
with
efficient and effective service. •
Dedicated workforce aiming at making a long-term career in the field.
Opportunities
Threats
•
Profit margins will be good.
•
Legislation could impact.
•
Could extend to overseas broadly.
•
Great risk involved
•
Very high competition prevailing in
•
New specialist applications.
•
Could seek better customer deals.
•
Fastast-tr trac ack k
care career er
deve develo lopm pmen entt
the industry. •
opportun opportuniti ities es on an industry industry-wi -wide de basis. •
An applied research centre to create opportunities for developing techniques to provide added-value services.
Vulnerable to reactive attack by major competitors
•
Lack of infrastructure in rural areas could constrain investment.
•
High volume/low cost market is intensely competitive.
Opportunity Matrix
A Marketing opportunity is an area of interest in which a company can perform profitably. An opportunity can take many forms. Some of them are:
1) Buying process made easy- Internet shopping 2) Meet the information needs of the customers in a better way. 3) A company can customize the product which was originally offered in standard form.
Thee opp Th opport ortuni uniti ties es that that fall fall und under er the first first quadra quadrant nt are higher higher on the the side side of succes successs probability and also on the attractiveness, so the company should tap those opportunities as early as possible.
The opportunities falling under the second quadrant should be tapped tapped only after after the success success of the opportuni opportunitie tiess in the first quadrant quadrant.. Although Although the success probability is on the lower side still the attractiveness is on the higher side.
The opportunities in the third quadrant are less important as compared to the opportunities in the first and second quadrant. Although the attractiveness is on the lower side but the success probabilities of these opportunities are on the higher side.
The opportunities in the fourth quadrant are negligible as the success probability and attractiveness both are on the lower side
Threat Matrix.
An Environmental Threat is a challenge posed by an unfavourable trend or development. In the absence of any defensive marketing marketing action these threats may lead to deterioration deterioration in sales and indirectly in the profits of the company.
The Threats falling under the first quadrant are harmful to the progress of the firm. Their occurrence probability and also the seriousness is on the higher side. Therefore the company should take immediate actions against these threats.
The Threats falling under the second quadrant are also very harmful as their seriousness of these threats is on the higher side, although the probability occurrence is on the lower side.
The Threats coming under the third quadrant are less serious as compared to the threats in the first and second quadrant. The company should keep a backup plans for these threats as this can also affect the profitability of the company.
The Threat unde the fourth fourth quadrant quadrant are negligib negligible le
the probabil probability ity occurre
and
STRENGHTS
1) Online Services : ICICI Bank provides online services of all it’s banking facilities. It also provides D-Mart account facilities on-line, so a person can access his account from anywhere he is. [D-Mart is a dematerialized account opened by a salaried person
for purchase &
sale of shares of different companies.]
2) Advanced Infrastructure Infrastructure : Branches of ICICI Bank are well equipped with advanced technology to provide the customers with taster banking services. All the computerized machines are located in suitable manner & are very useful to the customers & staff of the bank.
3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help the customers in all cases. They provide faster services along with bonding & personal relationship with the customers.
4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long hrs. of services i.e. 8-8 services to the customers. This service is one of it’s kind & is very helpful for the customers who are in urgent need of money.
5) Other Facilities to the Customers & Employees: ICICI Bank also provides other facilities like drinking water facilities, proper sitting arrangements to the customers. And there are also proper Ventilation & sanitary facilities for the employees of the bank.
6) Late night ATM services: ICICI bank provides late night ATM services to the customers. The ATM centers of ICICI bank works even after 11:00pm. at night in certain branches.
Weakness 1) High Bank Service Charges: ICICI bank charges highly to customers for the services services provided by them when compared to other bank & that is why it is only in the reach of higher class of society.
2) Less Credit Period: ICICI bank provides credit facilities but only upto
limited period.
Even when the credit period is not over it sends reminder letters to the customers which may annoy them.
OPPORTUNITIES
1) Bank –Insurance services: The bank should also provide insurance services. That means the bank can have a tie-up with a insurance company. The bank will advertise & promote the different policies introduced by the insurance company & convince their customers to buy insurance policies.
2) Increase in percentage of Returns on increase: The bank should provide higher returns on deposits in comparison of the present situation. This will also upto large extent help the bank earn profits & popularity.
3) Recruit professionally guided students: Bank & Insurance is a special non-aid course where the students specialize in the functioning & services of the bank & also are knowledge about various tax policies. The bank can recruit these students through tie-ups with colleges. Such students will surely prove as an asset to the bank.
4) Associate with social cause: The bank can also associate itself with social causes like providing relief aid patients, funding towards natural calamities. But this falls in the 4th quadrant so the bank should neglect it.
THREATS 1) Competition: ICICI Bank is facing tight competition locally as well as internationally. Bank like CITI Bank, HSBC, ABM, Standered Chartered, HDFC also provide equivalent
2) Net Services: ICICI Bank provides all kind of services on-line. There can be easy access to the e-mail ids of the customers through wrong people. The confidential information of the customers can be leaked easily through the e-mail ids.
3) Decentralized Management: Each branch manager is given the authority of taking decisions in their respective branches. The decisions made by different managers are diverse and any one wrong decision can laid to heavy losses to the bank.
4) No Proper Prop er Facilit Faci lities ies t o Uneducat Uned ucated ed custome cus tomers rs: ICICI Bank provides all services through electronic computerized machines. This creates problems to the less educated people. But this threat falls in the 4th quadrant so its negligible. The company can avoid this threat.
RESEARCH METHODOLOGY
Data Collection Techniques:
This project consists of two parts.
The first part is a study of the banking industry, ICICI Bank using secondary data sources. This secondary information has been sourced from the internet and from business related magazines and newspapers. The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. For the collection of primary data this was the only method used. The reason I used this method is because a need was felt for the free influx of information about the products. Also this method allowed the use of skills gained in class. Sample Design:
The population population considered for the purpose of the survey was people residing in Delhi and the National Capital Region (NCR). Sampling Technique Used:
Since the information required was not of a very technical nature and also looking at the scope of the project and the extent of the target segment, the sampling technique employed was Convenience Sampling. I administered the questionnaires.
Sample Size:
I have restricted the sample size to 50 respondents. This was done keeping in mind the time constraints and the fact that I felt that this number would be enough to serve the information needs required to show the trends.
Customer Satisfaction:
Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. Customer satisfaction occurs occurs when the acquisit acquisition ion of products products and /or services services provides provides a minimu minimum m negativ negativee departure from expectations when compared with other acquisitions and when the marginal utility of a transaction is equal to or greater than preceding acquisitions.
services by the customer meets or exceeds his/her perceived sacrifice. The perception is a conse conseque quence nce of matc matchin hing g past past purcha purchase se and and consu consump mpti tion on exper experien ience ce with with the the curren currentt purchase.
Customer Service and Satisfaction:
When we talk about customer service and/or satisfaction, satisfaction, we talk about creativity. Creativity Creativity allows us to handle or diffuse problems problems at hand or later on rather in the process of conducting the everyday business. We talk about how, or what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction transaction both in the short and long term. We want to know what our customers customers Want? We want want to know if our customers customers are satisfie satisfied. d. Satisfa Satisfacti ction, on, Of course, means that what what we delivered to a customer met the customer’s Approval. We want to know if customers are delighted and willing to come Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their writings. Fleiss has written about Ben and Jerry’s ice cream and Feldman has discussed excellence in a cab ride. As important as delightfulness is, some of us minimize it, or even totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are:
Employees must adhere to a rigid chain of command Employees are closely supervised Conflict—in whatever form—is not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure.
We must must und unders ersta tand nd custom customer er expec expectat tatio ion n level levelss concer concerni ning ng quali quality ty.. We must must also also unders und ersta tand nd the the strat strategy egy for for custo custome merr servic servicee quali quality ty,, and next next we must must und under ersta stand nd the measurement and feedback cycles of Customer satisfaction. The customer is the person or unit receiving the output of a process on the system. In fact, it is
Also Also,, a cust custom omer er may may be a pers person on or pers person ons, s, or a proc proces esss or proc proces esse ses. s. Cust Custom omer er satisfaction, however, is when the customer is satisfied with a product/service that meets the customer’s needs, wants, and expectations. There are at least three levels of customer expectations about quality:
Expectations are very simple and take the form of assumptions, assumptions, must have, or take it Level 1. Expectations for granted. For example, I expect the airline to be able to take off, fly to my destination, destination, and land safely. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me. Level 2. Expectations are a step higher than that of level 1 and they require some form of
satisfaction satisfaction through meeting the requirements requirements and/or specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of Level 3 . Expectations delightfulness or a service that is so good that it attracts me to it . For example, an airline gives
passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. passengers. In fact, I once took a flight where the flight attendants actually actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a housewarming gift.
Customer satisfaction surveys help to:
Improve customer, client, or employee loyalty. React quickly to changes in the market. Identify and capitalize on opportunities. Beat the competition. Retain or gain market share. Increase revenue. Reduce costs.
COMPANY’S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:
Objectives Objectives of ICICI
Promote good and fair banking practices by setting minimum standards in dealing with you Increase transparency so that you can have a better understanding of what you can reasonably expect of the services; Encour Encourage age market market forces forces,, through through compet competiti ition, on, to achieve achieve higher higher operat operating ing standards; Promote a fair and cordial relationship between you and your bank; Foster confidence in the banking ban king system
To Help You To Understand How Our Financial Products And Services Work By:
Giving you information about them in any one or more of the following languages: Hindi, English or the appropriate local language. Ensuring that our advertising and promotional literature is clear and not misleading Ensuring that you are given clear information about our products and services, the terms and conditions and the interest rates/service charges, which apply to them. Giving you information on what are the benefits to you, how you can avail of the benefits, what are their financial implications and whom you can contact for addressing you queries .
To Help You Use Your Account Or Service By:
Page | 75 Ankur PGDM
Providing you regular appropriate updates. Keepi Keeping ng you you info inform rmed ed about about chang changes es in the the inte intere rest st rate rates, s, char charges ges or term termss and and conditions.
Information
You can get information on interest rates, common fees and charges through any one of the following:
Looking at the notices in our branches ; Phoning our branches or help-lines; Looking on our website; Asking our designated staff/help desk ;or Referring to the service guide/Tariff Schedule. Schedule .
Before You Become a Customer we will:
give you clear information information explaining explaining the key features features of the services and products products you tell us you are interested in; give you information information on any type of products products and services services which we offer and that may suit your needs; tell you if we offer products and services in more than one way [for example, through ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find
out more about them;
Page | 76 Ankur PGDM
tell you what information we need from you to prove your identity and address, for us to comply with legal, regulatory and internal policy requirements.
Advertising, Marketing and Sales
We will will make make sure sure that that all advertis advertising ing and promot promotion ional al materi material al is clear, clear, and not misleading. In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. If we avail of the services of third parties for providing support services, we will require that such third parties handle your personal information (if any available to such third parties) with the same degree of confidentiality and security as we would. We may, from time to time, communicate to you various features of our products availed by you. Information about our other products or promotional offers in respect of our products/services, will be conveyed to you only if you have given your consent to receive such information/ service either by mail or by registering for the same on our website or on our phone banking/customer service number. We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose services we may avail to market our products/ services which amongst other matters requires them to identify themselves when they approach you for selling our products personally or through phone. In the event of receipt of any complaint from you that our representative/courier or DSA has engaged in any improper conduct or acted in violation of this Code, we shall take appropriate steps to investigate and to handle the complaint and to make good the loss. Page | 77 Ankur PGDM
Privacy and Confidentiality
We will treat all your personal information as private and confidential [even when you are no longer a customer], and shall be guided by the following principles and policies.
Data Analysis
Page | 78 Ankur PGDM
1.
WHICH WHICH OF THE FOLLOWIN FOLLOWING G ATTR IBUTES IBUTES COMPELL COMPELLED ED YOU To MOST MOST
OPEN SAVING ACCOUNT IN ANY BANK?
2:-Which TYPE OF SERVICE PREFERS THE MOST by you?
3:-Which of following banks do you have account?
4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?
5:-How many services offered by your banks have been Used By you?
6:-How would you know about these services?
7:-What the people think about the Banks ?
Page | 79 Ankur PGDM
8:-What a respondent see in purchase of new plan from Banks?
9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?
10:-Do you know what type of value added services provide by ICICI BANKS?
11:-How would you rate product offered ICICI Bank than other?
Rating
Very Good 5
Good 4
Moderate 3
Less 2
Poor 1
12:-How would you rate product service / product vs. cost by ICICI Bank?
13:-How would you divide 100 points on the basis of service provide by ICICI Bank?
Page | 80 Ankur PGDM
14:-How would you rate services offered by ICICI Bank?
COMPARISON OF ICICI WITH SBI
ICICI bank is bank is the largest private sector bank in India and the second largest commercial bank in India. India. It has branches all over India and even in smaller towns in South India after the takeover takeover of Bank of Madurai. The bank also has foreign subsidiaries like ICICI bank, Canada in Canada, Britain and Russia ,representative offices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain, Singapore . It offers a platform for online share trading through ICICI Direct and insurance services ICICI Prudential. NRI services include money transfer through Money2India, which o ffer better foreign exchange rates for lower amounts compared to other services. Page | 81 Ankur PGDM
Like most private sector banks, all ICICI bank branches in India are networked. You can access your account from any ICICI bank branch in India. Anyone can also deposit cash/local cheque in your account at any branch of ICICI bank. Also they have very convenient bank timings timings and are open for 12 hours from 8.00 a.m to 8 p.m from Monday to Saturday. When you deposit a cheque at their branch, they will readily give you a stamped acknowledgement for deposit. You can only deposit cash in your own account at the ATM, for depositing cash into a third party account, you have to visit the branch. You have to select the deposit cash option, you will get an envelope for depositing cash, which you can then fill in the details and deposit it back. At locations where ICICI bank does not have a branch, the queue at the ATMs is very long. Just after office office hours , between 6 pm - 7.30 pm, customers customers sometimes sometimes have to wait for 15-20 minutes on some days, to access the ATM. Since ICICI bank was established after 1991 it offers online banking where you can check the balance in your account any time. The interface for savings accounts is much better and user friendly compared to that for their roaming current account However, However, unlike other banks like HDFC bank, their online online bank statement does not indicate the branch at which the amount is deposited. The information is available in the email statement sent to you the next day. You have to contact phone banking, enter CRN and TPIN, during working hours to get this information. Very often, the system is slow, so you have to hold on for 10 minutes. For savings account, up to 3 cash deposits per quarter (3 months) at the non base branch can be made at no cost. For additional cash deposits, the bank charges the recipient Rs 100 (+ service tax) per deposit, irrespective of the amount deposited. When the bank implemented this change, the ICICI bank customers were not informed about the revision in the charges. For outstation cheques, ICICI bank charges a minimum of Rs 30 (+ service tax) for savings accounts . This is very inconvenient for account holders in small towns, who receive the dividend warrant payable in major cities only. These warrants can Page | 82 Ankur PGDM
be for small amounts like Rs 20. For salary accounts, the minimum AQB required is zero and you retain the account even after you leave the job. If your AQB is more than Rs 100000, you get a free at par chequebook. For an AQB of more than Rs 500000 (fixed deposit + savings account balance), you are eligible for private banking services. For non maintenance of average quarterly balance, not only do they deduct Rs 750 from your balance, they also deduct an additional service tax. Many of the ICICI bank customers are salary account holders, who are forced by their employers to open an account with ICICI bank to receive their salary. The account is opened at a branch which is convenient for the employer, but extremely inconvenient for the employee. If want any clarification or information, their customer support (through phone banking or email) will instruct you visit the nearest branch - where the concerned person may or may not be available. For savings account customers customers if you send an email asking for clarifications, it is usually answered after a week. They have discontinued the auto sweep-in facility (earlier called Quantum Optima), where the amount in savings accounts was automatically converted into a fixed deposit, if it exceeded Rs 15000. With the the decline in interest rates for loans, providing this facility facility is no longer profitable for the bank. You now have to give an application at the branch if you wish to continue with this facility now. The form for making the application was sent along with the monthly bank statement. You can alternately open a recurring deposit, where a fixed amount is added adde d to your fixed deposit every month. Making a new Fixed Deposit with ICICI bank for current accounts is extremely time consuming, especially when compared to HDFC bank. They will insist that you withdraw cash from your account for making the FD. Since withdrawals of amounts more than Rs 25000 are subject to cash withdrawal tax, for larger amounts , you will have to split the fixed deposit and visit the branch on 2 different days. ICICI bank is probably the only bank in India where they will not accept a ICICI bank cheque for making a fixed deposit. We had given a cheque with the fixed deposit form , but the bank officer insisted that we Page | 83 Ankur PGDM
pay cash. She said she would fill the form for us, but she did not select the options which were initially indicated, causing further problems for us.
(SBI) is the largest public sector bank in India
SBI has branches and ATMs all over India, details of which are available at their website. website. State Bank Bank of Hyderabad, Hyderabad, State State Bank of Patiala, Patiala, State State Bank of Saurashtra, Saurashtra, State Bank of Bikaner and Jaipur ,State Bank of Indore, State Bank of Mysore and State Bank Bank of Travanc Travancore ore are the seven seven subsidar subsidary y banks of SBI. SBI. As of March March 2006, SBI holding in these banks varies from 74% to 100% , but is likely to decrease in future. SBI has one of the largest network network of ATMs in the Asia Pacific Pacific region. region. Many branches branches of State Bank of India are computerized. In places where the Reserve Bank of India, (RBI) the central bank of India does have an office, SBI carries out many of its functions. SBI timings vary according to location, for example the Powai, Mumbai branch of State Bank of India is open between 10.15 am to 2pm (Monday-Friday You can open a public provident fund (PPF) account at any State Bank of India branch. PPF accounts are one of the few savings savings instruments instruments which offer a high tax free interest rate of 8% per year. All deposits deposits made on or before 5th of a month earn interest interest for the entire entire month. If you deposit deposit a cheque in your PPF account on the 5th of the month, you will get interest for the month, though your account may be debited at a later date. The interest is credited to the account at the end of the accounting accoun ting year in India. If you know an agent who is registered with that particular branch of State Bank , he will pay you back, a part of the commission he receives from the bank. So you can get back 0.5% - 0.6% of the amount deposited immediately by cash. Usually larger the amount, the higher the commission paid back by the agent (it is negotiable) . The pay-in slip for PPF has 3 sections - depositors copy, agents copy and bank copy. The agents copy has to be given to the agent and he will give part of the commission. Earlier financial services
Page | 84 Ankur PGDM
firm like Blue-chip in Mumbai, would also give a commission of 0.25% , but they have stopped in the last 2 years. The minimum amount that can be invested in one year is Rs 500 and maximum amount is Rs 70000. This investment has a lock in period of 15 years. No withdrawals are allow till 6 years after account opening opening and one withdrawal withdrawal is allowed per year there after. after. It offers rebate under section 80C and the interest is tax free under section 10C. For cash withdrawals, you can either use a withdrawal slip or cheque. If an account is inactive for a long time, State Bank of India does not charge any fee for reactivation. However However,, they they have a verifi verificat cation ion proces process, s, which which may take a long long time. time. Paymen Paymentt of income tax, advance tax, sales tax can be done at SBI branches. Foreign currency drafts drafts can also also be obtain obtained ed at the branches branches.. Since Since SBI offers offers a variet variety y of bankin banking g services, their branches are usually very crowded. State Bank of India has increase home loan interest rates by 25-75 basis points. Also no fixed rate loans will be available for periods more than 10 years. These changes have come into effect from March 1, 2006. SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways website at zero transactio transaction n charges. Users Users of this credit credit card can get back up to 10% of ticket fare as railway points. These points can be redeemed later, like frequent flyer miles offered by airlines. State Bank of India is the largest issuer of debit cards (Maestro) in India State Bank customers who have to wait a long time to process a bank transaction can register register their complaint through a touch screen device for customer feedback service at the branch. The information is recorded and processed in the central server. As of March 2006, it is implemented in 10 branches of SBI in Mumbai. When SBI employees go on strike,, the Reserve Bank of India takes over all clearing operations. However, banking strike operations are affected since SBI has nearly 30% of the total customers of banks in India.
Page | 85 Ankur PGDM
Cheques/DD drawn on SBI was not cleared due to the strike. All government taxes like income tax, sales tax, service tax can be paid at any branch of SBI. State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA, Canada, Bahrain, Bahrain, Nigeria, Bangladesh, Bangladesh, Nepal, and Bhutan Sri Lanka. These are useful for foreign trade transactions like opening of Letter of Credit
COMPETITIVE SWOT ANALYSIS WITH ICICI BANK
O P P O R T U N I T I E S
STRENGTHS
WEAKNESSES
S – O Strategies
W – O Strategies
Strength: Large Capital base. Opportunity: Market Expansion.
Strategy: Deep Penetration into Rural Market.
Weakness: Workforce Responsiveness. Opportunity: Outsourcing of Non – Core Business. Strategy: Outsource Customer Care & other E-Helps.
Page | 86 Ankur PGDM
S – T Strategies T H R E A T S
W – T Strategies
Strength: Low operating costs
Weakness: Not Equal to International Standards.
Threat: Increased Competition from others Pvt. Banks.
Threat: Entry of many Foreign Banks.
Strategy: Steps to Ensure Loyalty by old Customers.
Strategy: Consider additional benefits
FINDINGS, SUGGESTIONS & CONCLUSION Findings:
1. It was found found from from the the study study that that bank believes believes in qualit quality y service service rather rather than than
quantity quantity of
service. 2. The officials employed are very much enthusiastic about their job. 3. The officials try to make best relation with the customers. 4. There is separate counter for NRI services. 5. The limit of cash vault is Rs. 10, 00,000 for a day. 6. The registers and files are maintained on a daily basis. 7. The registers are maintained in a well organized manner. 8. The marketing strategy of the bank is very attractive. 9. The bank always tries to attract customers cu stomers with innovative offers. Page | 87 Ankur PGDM
10. The bank is very v ery keen to implement 5's plan in all its branch. 11. ICICI and SBI credit deposit ratio is on the the side though ICICI banks show show a little decreasing trend to the exten of 2.24 % Over mar2007 _ mar 2008. 12. Both the bank investment deposit ratio is on the declining trend 13. Both the banks has h as shown better utilization of cash portfolio 14. ICICI bank Interest Interest expences expences to interest interest earned remains remains the same Over 2 Years whereas SBI shows reduction. 15. Other Income ratio remains fluctuation in both the banks. 16. Operating expences to total income shows a decresing trend in ICICI bank whereas it was on the rising side in SBI. 17. Interest Interest income to total funds shows shows rising rising mode in ICICI whereas whereas In SBI more or less it remains at the level; The ratio of interest expenses to total funds shows an increase in Value in ICICI Bank whereas in SBI interest expences shows a Rising mode. 18. The ratio of Non Interest income remains the same for ICICI for The past 2 Years whereas
in SBI at shows a decline. 19. The stock witness some selling pressure in the the coming days in ICICI Bank . 20. The continuation pattern negates immediate bearish momentum on the stock and it's advisable to buy at declines. Short term investor can initiate a buy above 500 with a target of 560 570.
Page | 88 Ankur PGDM
SUGGESTIONS
Best play play in a buoyant buoyant environm environment ent Favorable Favorable macro, macro, buoyant buoyant Market related related revenues revenues A. Best and a benign environment for asset quality. 1· ICICI ICICI as a player player focused focused on maintai maintaining ning and and /or /or improvi improving ng Market Market share in
key
business segments, particularly retail lending- Will, in our view, benefit immensely form a positive operating Environment. 2. ICICI is viewed as it is benefited benefited from the procyclicality effect of The economic cycle cycle as its borro borrower werss in the legacy legacy projec projectt financi financing ng Activi Activity ty witnes witnessed sed their their debt servic servicing ing abilit ability y increasing increasing considerabl considerably. y. It is believed that the profitabili profitability ty of this segment has improved improved as a Result Result of lower lower loan loan loss loss provis provision ionss and lower lower taxabl taxablee rates rates of Income Income from from this this source source.. Expectations is on the procyclical benefit ,To continue and hence profitability of legacy lending to be sustained At levels seen earlier.
Page | 89 Ankur PGDM
3. Market related revenues is believed to contribute 14% - 15% to ICICIB's ICICIB's operating revenues and have boosted its preprovision RoAA. Buoyant environment to sustain the contribution from market -related revenues revenues is expected and hence the operating profitability. 4. Pricing power in consumer financing segment profitability Against potential shocks. 5. ICICIB enjoys a dominant market market position across customer Categories Categories in retail lending.The strong market position and robust Demand for consumer financing vests significant pricing power With ICICIB is believed either by allowing a hike in lending rats, Negotiating higher subvention form manufacturers of cutting Distribution costs. 6. Strong pricing power and a balance sheet that is significantly Biased towards retail lending buffers ICICB's profitability from Potential shocks in the bank's funding cost. 7. ICICB has an adverse mismatch mismatch profile profile between assets and Liabilities Liabilities.. High volatilit volatility y in interest rates could adversely effect Profitability in the short term; however, as the back book gets gets Repr Repris ised ed at new new lend lendin ing g rate ratess upon upon matu maturi rity ty,, the the bank bank's 's NIM NIM will will Like Likely ly show show improvement. This phenomenon to play out through FY1002E and FY2009E is expected. 8. In line with consensus, but we recommend buy ICICIB for growth Reasons and not for the relative valuation appeal. It is not so much about ICICIB versus HSFC or HDFCB, but about Their respective operating metrics and growth conditions. Market Has rewarded both strategies: ICICIB's broad-based strategy allows capturing value across the Value chain in a customer segment; and ICICIB, like other large players in the private sector, enjoys Favorable conditions arising from a restrictive regulatory/policy Environment towards new entrants and foreign banks and slow Pace of reforms for state-owned banks bank s is believed.
contribution from strategic strategic investments Yet another driver B. Increasing contribution 1. The value accruing from subsidiaries to be 17% of ICICIB's Current marke capitization. This to rise to 20% of ICICIB's target Price over the next 12 months is expected with banking and life Insurance being the key drivers. 2. The life insurance insurance business of ICICIB has been incurring losses losses On an accounting basis due to continued investment in expznding The scale and scope of the business. The life insurance busin business ess is Believ Believed ed in creati creating ng wealth wealth for its shareh sharehold olders ers throug through h market market Share Share gains, gains, increasing penetration of life insurance and improving operating efficiency.
Page | 90 Ankur PGDM
3.S The asset management and venture capital fund of ICICB makes A negligible contribution contribution currently; however, these businesses is Believed to hold significant upside potential as they achieve scale Economies.
Conclusion
Thus, ICICI has been able to use technology to provide value-added service to its customers during during the last few years. years. For ICICI, ICICI, technology is an integral part of their business. However, their overall progress could have been smoother but for certain internal and extraneous factors and also a pressure on spreads due to a competitive market (Annual report, 2000 –01). E-banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. To day, the click of the mouse offers customers banking services at a much lower cost cost and also also empower empowerss them them with with unprece unprecedent dented ed freedom freedom in choosin choosing g vendor vendorss for their their financial service needs. No country today has a choice- whether to implement E-banking or not given the global and competitive nature of the economy. ICICI have toupgrade and constantly think of new innovative customized packages and services to remain competitive. The invasion of banking by technology has created an information age and commoditization of banking services. services. ICICI have come to realize realize that survival survival in the new e-economy e-economy depends on delivering delivering some or all of their banking services on the Internet while continuing to support their traditional Page | 91 Ankur PGDM
infrastructure. The rise of E-banking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers. Without any doubt, the international scope of E-banking provides new growth perspectives and Internet business is a catalyst for new technologies and new business processes.
Bibliography
www.rbi.org.in www.moneycontrol.com www.nseindia.com www.icicibank.com www.google.com Economic times Business world
Page | 92 Ankur PGDM
Confidential Confidential Questionnaire Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very thankful to give your few minutes to me for answering my few questions below.
Name: _____________________________________ Add: ________________________________________ Contact no: ____________________________________ Gender Male Female
E-mail Id : _______________________________________________________ Age Group: 18—25 25—35 35— 45 45—55 55+
Occupation:
Journalist Student Professional Retired Person Technical expert Other, please specify: ≤ 1 laces +10 laces
Income:
laces
1—3 laces
3—5 laces
5—7 laces
7—10
Page | 93 Ankur PGDM
1:-WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN BANK?
(a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (D) Working Hours (e) Value Added Services
2:-Which TYPE OF SERVICE PREFERS THE MOST by you?
(a) ATM SERVICE (b) INTERNET BANKING (c) MOBILE BANKING (d) CORE BANKING (e) Retail Banking
3:-Which of following banks do you have account?
(a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) Axis Bank (e) Other Pls specify __________________
4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?
(a) Saving Page | 94 Ankur PGDM
(B) Current (c) Fixed (d) NRI (e) Others Pls specify ___________________________ ________________________________________ _____________ 5:-How many services offered by your banks?
(a) D-Mat A/C (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement
6:-How would you know about these services?
(a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Others Pls specify _______________
7:-What the people think about the Banks?
(a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Others Pls specify ________________
Page | 95 Ankur PGDM
8:-What a respondent see in purchase of new plan from Banks?
(a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company (d) Services being given by the company
9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?
(a) Yes (b) No (c)Can`t Say
10:-Do you know what type of value added services provide by ICICI BANKS?
(a)-Young star (b)-Senior citizen (c)-Pre paid card (d)-Recurring deposits (e)-other 11:-How would you rate product offered ICICI Bank than other?
Low 1 – 2 – 3 – 4 – 5 High
12:-How would you rate product service / product vs. cost by ICICI Bank?
Low 1- 2 -3 -4 -5 High
13:-How would you divide 100 points on the basis of service provide by ICICI Bank?
(a)-Less formality (b)-Flexibility (c)-Less documentation (d)-others
14:-How would you rate services offered by ICICI Bank? Ankur PGDM
Page | 96
Page | 97 Ankur PGDM
