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  • 1. 1 SESSION 2011-12
  • 2. AcknowledgementsIf words are considered to be signs of gratitude then let these words Convey the very sameMy sincere gratitude to ICICI BANK for providing me with an opportunity to work withBANK and giving necessary directions on doing this project to the best of my abilities.I am highly indebted to Mr.Remay Verma, Branch Manager company project guide, whohas provided me with the necessary information and also for the support extended out tome in the completion of this report and his valuable suggestion and comments on bringingout this report in the best way possible.I also thank …………, Dr. AJAY SRIVASTAV(HOD), who has sincerely supported mewith the valuable insights into the completion of this project. 2 SESSION 2011-12
  • 3. CONTENTSSr. No. Subject Covered Page No. 1 Acknowledgements 2 2 Executive Summary 4 3 My Project Objective 7 4 Banking Structure in India 8 5 Introduction 9 6 10 History of Banking in India 7 17 Bank In India 8 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 59 3 SESSION 2011-12
  • 4. 17 69 Data Analysis 18 Comparison With SBI 79 19 SWOT Analysis(comparative) 87 20 Questionnaire 93 21 Finding 98 22 Suggestion 9923 Conclusion 102 24 Bibliography 1034 SESSION 2011-12
  • 5. EXECUTIVE SUMMARYPrivate banking is a concept which is new and fast emerging in the world of banking wherechanges have become a necessity in order for banks to survive in this competitiveenvironment vis-à-vis not only from the public and private sector banks but also from theforeign banks. The objective of the research is to explore the various products, which aprivate banker deals into and the systematic process involved to match client requirementswith the right kind of product.Through this research one of the main objectives is to explore the reason why most of thebanks 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 it in Aug 2002 and since then it has been a remarkable success. Today there areenormous solutions to cater client needs but what suits best to a client is where privatebanking fits in. Every client will have different needs, liking and preferences. So a customizedportfolio for every client is the need of the day.This research will highlight more on the product portfolio of ICICI Private Banking, how theyhave changed or innovatively structured to be attractive and competitive. 5 SESSION 2011-12
  • 6. Research objective1. 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 ICICIBANK Vs HDFC & SBI. 6 SESSION 2011-12
  • 7. BANKING STRUCTURE IN INDIA Scheduled Banks in India (A) Scheduled Commercial Banks Public sector Banks Private sector Foreign Banks in Regional Rural Bank Banks India (28) (27) (29) (102) Nationalized Old Private Bank Banks Other Public New Private Sector Banks Banks (IDBI) SBI and its Associates (B) Scheduled Cooperative Banks Scheduled Urban Cooperative Scheduled State Cooperative Banks (55) Banks (31)Here we more concerned about private sector banks and competition among them. Today, thereare 27 private sector banks in the banking sector: 19 old private sector banks and 8 new privatesector banks. 7 SESSION 2011-12
  • 8. These new banks have brought in state-of-the-art technology and aggressively marketed theirproducts. The Public sector banks are facing a stiff competition from the new private sectorbanks.The banks which have been setup in the 1990s under the guidelines of the NarasimhamCommittee 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. 8 SESSION 2011-12
  • 9. HISTORY OF BANKING IN INDIAWithout 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 newchallenges posed by the technology and any other external and internal factors.For the past three decades Indias banking system has several outstanding achievements to itscredit. The most striking is its extensive reach. It is no longer confined to only metropolitansor cosmopolitans in India. In fact, Indian banking system has reached even to the remotecorners of the country. This is one of the main reasons of Indias growth process.The governments regular policy for Indian bank since 1969 has paid rich dividends with thenationalization 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 draftor for withdrawing his own money. Today, he has a choice. Gone are days when the mostefficient bank transferred money from one branch to other in two days. Now it is simple asinstant 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 areas mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalization of Indian Banks and up to 1991 prior to Indian banking 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 as Phase I, Phase II and PhaseIII. 9 SESSION 2011-12
  • 10. Phase IThe General Bank of India was set up in the year 1786. Next came Bank of Hindustan andBengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.These three banks were amalgamated in 1920 and Imperial Bank of India was establishedwhich started as private shareholders banks, mostly Europeans shareholders.In 1865 Allahabad Bank was established and first time exclusively by Indians, PunjabNational Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913,Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bankof 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 failuresbetween 1913 and 1948. There were approximately 1100 banks, mostly small. To streamlinethe functioning and activities of commercial banks, the Government of India came up withThe Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested withextensive powers for the supervision of banking in India as the Central Banking Authority.During those day‘s public has lesser confidence in the banks. As an aftermath depositmobilization was slow. Abreast of it the savings bank facility provided by the Postaldepartment was comparatively safer. Moreover, funds were largely given to traders.Phase IIGovernment took major steps in this Indian Banking Sector Reform after independence. In1955, it nationalized Imperial Bank of India with extensive banking facilities on a large scaleespecially in rural and semi-urban areas. It formed State Bank of India to act as the principalagent of RBI and to handle banking transactions of the Union and State Governments all overthe 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 10 SESSION 2011-12
  • 11. Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country wasnationalized.Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 withseven more banks. This step brought 80% of the banking segment in India under Governmentownership.The following are the steps taken by the Government of India to Regulate BankingInstitutions 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 toapproximately 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 immenseconfidence about the sustainability of these institutions.Phase IIIThis phase has introduced many more products and facilities in the banking sector in itsreforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set upby 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 togive a satisfactory service to customers. Phone banking and net banking is introduced. Theentire system became more convenient and swift. Time is given more importance than money. 11 SESSION 2011-12
  • 12. The financial system of India has shown a great deal of resilience. It is sheltered from anycrisis triggered by any external macroeconomics shock as other East Asian Countriessuffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, thecapital account is not yet fully convertible, and banks and their customers have limitedforeign exchange exposure.BANKS IN INDIAIn India the banks are being segregated in different groups. Each group has their own benefitsand limitations in operating in India. Each has their own dedicated target market. Few of themonly work in rural sector while others in both rural as well as urban. Many even are onlycatering 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 thecustomers, their mode of operation, the names of banks under different groups and other suchuseful information‘s are talked about.One more section has been taken note of is the upcoming foreign banks in India. The RBI hasshown certain interest to involve more of foreign banks than the existing one recently. Thisstep has paved a way for few more foreign banks to start business in India. 12 SESSION 2011-12
  • 13. Major Banks in IndiaABN-AMRO Bank Indian Overseas BankAbu Dhabi Commercial Bank IndusInd BankAmerican Express Bank ING Vysya BankAndhra Bank Jammu & Kashmir BankAllahabad Bank JPMorgan Chase BankBank of Baroda Karnataka BankBank of India Karur Vysya BankBank of Maharastra Laxmi Vilas BankBank of Punjab Oriental Bank of CommerceBank of Rajasthan Punjab National BankBank of Ceylon Punjab & Sind BankBNP Paribas Bank Scotia BankCanara Bank South Indian BankCatholic Syrian Bank Standard Chartered BankCentral Bank of India State Bank of India (SBI)Centurion Bank State Bank of Bikaner & JaipurChina Trust Commercial Bank State Bank of HyderabadCiti Bank State Bank of IndoreCity Union Bank State Bank of MysoreCorporation Bank State Bank of SaurastraDena Bank State Bank of TravancoreDeutsche Bank Syndicate BankDevelopment Credit Bank Taib BankDhanalakshmi Bank UCO BankFederal Bank Union Bank of IndiaHDFC Bank United Bank of IndiaHSBC ICICI Bank United Bank Of IndiaIDBI Bank United Western BankIndian Bank UTI Bank 13 SESSION 2011-12
  • 14. Fact Files of Banks in IndiaThe first, the oldest, the largest, the biggest, get all such types of information‘s about Bankingin India in this section.The first bank in India to be given an ISO Certification Canara BankThe first bank in Northern India to get ISO 9002 certification for Punjab and Sindtheir selected branches BankThe first Indian bank to have been started solely with Indian Punjab Nationalcapital BankThe first among the private sector banks in Kerala to become a South Indian Bankscheduled bank in 1946 under the RBI ActIndias oldest, largest and most successful commercial bank,offering the widest possible range of domestic, international and State Bank of IndiaNRI products and services, through its vast network in India andoverseasIndias second largest private sector bank and is now the largest The Federal Bankscheduled commercial bank in India LimitedBank which started as private shareholders banks, mostly Imperial Bank ofEuropeans shareholders IndiaThe 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 founded in 1906 inin 1974 MumbaiThe oldest Public Sector Bank in India having branches all over Allahabad Bank 14 SESSION 2011-12
  • 15. India and serving the customers for the last 132 yearsThe first Indian commercial bank which was wholly owned and Central Bank ofmanaged by Indians IndiaBank of India was founded in 1906 in Mumbai. It became the first Indian bank to open abranch outside India in London in 1946 and the first to open a branch in continental Europe atParis in 1974. 15 SESSION 2011-12
  • 16. PUBLIC SECTOR BANKS Among the Public Sector Banks in India, United Bank of India is one of the 14 majorbanks, 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 of four banks viz.Camilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Camilla UnionBank Ltd. (1922) and Hooghly Bank Ltd.(1932). Oriental Bank of Commerce (OBC), Government of India Undertaking offers Domestic,NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT inDehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans. ThisPublic Sector Bank India has implemented 14 point action plan for strengthening of creditdelivery to women and has designated 5 branches as specialized branches for womenentrepreneurs.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 16 SESSION 2011-12
  • 17. Punjab & Sind Bank Punjab National Bank Syndicate Bank UCO Bank Union Bank of India United Bank of India Vijaya BankList of State Bank of India and its subsidiary, a Public Sector Banks State Bank of India o State Bank of Bikaner & Jaipur o State Bank of Hyderabad o State Bank of Indore o State Bank of Mysore o State Bank of Saurastra o State Bank of Travancore 17 SESSION 2011-12
  • 18. PRIVATE SECTOR BANKS:Private banking in India was practiced since the beginning of banking system in India. Thefirst private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. Itis one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largestdevelopment bank in the world as Private Banks in India and has promoted world classinstitutions in India.The first Private Bank in India to receive an in principle approval from the Reserve Bank ofIndia was Housing Development Finance Corporation Limited, to set up a bank in the privatesector banks in India as part of the RBIs liberalization of the Indian Banking Industry. It wasincorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai andcommenced operations as Scheduled Commercial Bank in January 1995.ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalorehas a pride of place for having the first branch inception in the year 1934. With successiveyears of patronage and constantly setting new standards in banking, ING Vysya Bank hasmany 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 18 SESSION 2011-12
  • 19. IndusInd BankING Vysya BankJammu & Kashmir BankKarnataka BankKarur Vysya BankLaxmi Vilas BankSouth Indian BankUnited Western Bank 19 SESSION 2011-12
  • 20. INDIAN BANKING INDUSTRY The Indian banking market is growing at an astonishing rate, with Assets expected to reachUS$1 trillion by 2010. An expanding economy, middle class, and technologicalinnovations are all contributing to this growth. The country‘s middle class accounts for over 320 million People. In correlation with thegrowth of the economy, rising income levels, increased standard of living, and affordability ofbanking products are promising factors for continued expansion.The Indian banking market is growing at an astonishing rate, with Assets expected to reachUS$1 trillion by 2010. An expanding economy, middle class, and technologicalinnovations are all contributing to this growth.The Indian banking Industry is in the middle of an IT revolution, Focusing on theexpansion of retail and rural banking. Players are becoming increasingly customer -centric in their approach, which has resulted in innovative methods of offering new bankingproducts and services. Banks are now realizing the importance of being a big playerand are beginning to focus their attention on mergers and acquisitions to take advantageof economies of scale and/or comply with Basel II regulation.―Indian banking industryassets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusionof foreign capital,‖ says Prathima Rajan, analyst in Celents banking group and author of the 20 SESSION 2011-12
  • 21. report. ―The banking industry should focus on having a small number of large players that cancompete globally rather than having a large number of fragmented players."Type Private, BSE & NSE, NYSE 1955 (as Industrial credit andFounded Investment corporation of India) ICICI Bank Ltd., ICICI Bank Towers,Headquarters Bandra Kurla Mumbai, India N Vaghul, K.V. Kamath, ChandaKey people Kochhar, V Vaidyanathan, Madhabi Puri BankingIndustry Insurance Capital Markets and allied industries Loans, Credit Cards, Savings,Products Investment vehicles, Insurance etc.Revenue ▲ USD 5.79 billionTotal assets Rs. 3,997.95 billion (US$ 100 billion) at March 31, 2008. 21 SESSION 2011-12
  • 22. OVERVIEWICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICILimited was established in 1955 by the World Bank, the Government of India and the IndianIndustry, for the promotion of industrial development in India by giving project and corporatefinance to the industries in India.ICICI Bank has grown from a development bank to a financial conglomerate and has becomeone of the largest public financial institutions in India. ICICI Bank has financed all the majorsectors 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 branchesATMs: Over 1,880Abroad Subsidiaries: United Kingdom and CanadaAbroad branches: Singapore and BahrainRepresentative offices: United States, China, United Arab Emirates, and Bangladesh andSouth Africa. ICICI Bank is Indias second-largest bank with total assets of about Rs. 2,513.89 bn (US$56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the yearended 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 2,200ATMs. ICICI Bank offers a wide range of banking products and financial services tocorporate and retail customers through a variety of delivery channels and through itsspecialized subsidiaries and affiliates in the areas of investment banking, life and non-lifeinsurance, venture capital and asset management. ICICI Bank set up its international bankinggroup in fiscal 2002 to cater to the cross border needs of clients and leverage on its domesticbanking strengths to offer products internationally. 22 SESSION 2011-12
  • 23. ICICI Bank (BSE: ICICI) ( Industrial Credit and Investment Corporation of India) isIndias largest private sector bank in market capitalization and second largest overall in termsof assets. Bank has total assets of about USD 100 billion (at the end of March 2008), anetwork of over 1,491 branches, 22 regional offices and 49 regional processing centers, about4,485 ATMs (at the end of September 2008), and 24 million customers (at the end of July2007). ICICI Bank offers a wide range of banking products and financial services to corporateand retail customers through a variety of delivery channels and specialized subsidiaries andaffiliates in the areas of investment banking, life and non-life insurance, venture capital andasset management. (These data are dynamic.) ICICI Bank is also the largest issuer of creditcards in India. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkataand Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs onthe New York Stock Exchange (NYSE).The Bank is expanding in overseas markets and has the largest international balance sheetamong Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches andrepresentatives offices in 18 countries, including an offshore unit in Mumbai. This includeswholly owned subsidiaries in Canada, Russia and the UK (the subsidiary through which thehisave savings brand is operated), offshore banking units in Bahrain and Singapore, anadvisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representativeoffices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United ArabEmirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) populationin particular.ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in totalincome to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bankscurrent and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007. 23 SESSION 2011-12
  • 24. ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International FinanceCenter and representative offices in the United States, United Arab Emirates, China, SouthAfrica and Bangladesh. Our UK subsidiary has established a branch in Belgium. ICICI Bankis the most valuable bank in India in terms of market capitalization. ICICI Banks equity shares are listed in India on the Bombay Stock Exchange and theNational Stock Exchange of India Limited and its American Depositary Receipts (ADRs) arelisted on the New York Stock Exchange (NYSE). ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors andemployees. 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 Indianstock exchanges. ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financialInstitution, and was its wholly owned subsidiary. ICICIs shareholding in ICICI Bank wasreduced to 46% through a public offering of shares in India in fiscal 1998, an equity offeringin the form of ADRs listed on the NYSE in fiscal 2000, ICICI Banks acquisition of Bank ofMadura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales byICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 atthe initiative of The World Bank, the Government of India and representatives of Indianindustry. The principal objective was to create a development financial institution for Providingmedium-term and long-term project financing to Indian businesses. In the 1990s, ICICItransformed its business from a development financial institution offering only project financeto a diversified financial service group offering a wide variety of products and services, bothdirectly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICIbecome the first Indian company and the first bank or financial institution from non-JapanAsia to be listed on the NYSE. 24 SESSION 2011-12
  • 25. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger ofICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal FinancialServices Limited and ICICI Capital Services Limited, with ICICI Bank. The merger wasapproved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court ofGujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai andthe Reserve Bank of India in April 2002. Consequent to the merger, the ICICI groupsfinancing and banking Operations, both wholesale and retail, have been integrated in a singleentity.Free float holding excludes all promoter holdings, strategic investments and Cross holdingsamong public sector entities. 25 SESSION 2011-12
  • 26. CustomerICICI bank targets all segment of customer with various types of products and services. Iinteracted with a a lot of customers and collect their feedback on the given services ofcompany, and feedback are positive response from all point of view. Customers arebeneficiary from both sides monetary as well as non monetary. The bank targets to add nearly500,000 customers under the new scheme in the next one year and plans to offer auto loansthrough the new online channel in the future, ICICI Banks Executive Director, VVaidyanathan, 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 totalcustomer-base," Vaidyanathan said.Customers, opting for the service can also benefit from the quantum optima facility, whereinif the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed depositscheme, he said. The facility, which also enable customers to transact between an ICICI Bankaccount 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 lastfiscal. The lender has also plans to launch SMS n Cash scheme later this week under whichICICI account holders can transfer funds to those who do not have a bank account. ICICIbank is strongly committed to protecting the privacy of its customers and has taken allnecessary and reasonable measures to protect the confidentiality of the customer informationand its transmission through the world wide web and it shall not be held liable for disclosureof the confidential information when in accordance with this privacy commitment or in termsof the agreements, if any, with the customers.ICICI bank Endeavour‘s to safeguard and ensure the security of the information provided bythe customer. ICICI bank uses 128-bit encryption, for the transmission of the information,which is currently the permitted level of encryption in India. When the information providedby the customers is not transmitted through this encryption, the customers system (ifconfigured accordingly) will display an appropriate message ensuring the best level of secrecyfor the customers information. 26 SESSION 2011-12
  • 27. The customer would be required to cooperate with ICICI bank in order to ensure the securityof the information, and it is recommended that the customers necessarily choose theirpasswords carefully such that no unauthorized access is made by a third party. To make thepassword complex and difficult for others to guess, the customers should use combination ofalphabets, numbers and special characters (like! @, #, $ etc.). The customers shouldundertake not to disclose their password to anyone or keep any written or other record of thepassword 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 banks or its affiliates rights, interests or property;  Enforce the terms and conditions of the products or services; or  Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of other persons. 27 SESSION 2011-12
  • 28. CompetitorThe main competitor of is ICICI bank is SBI because this bank is totally taken by governmentafter this bank HDFC bank is the main competitor of ICICI bank .There are different types ofsegment operation semment, investment and services, demat and NRI services.The competitorfrom the operation segment are State Bank of India(SBI), Axis, Housing Development andFinancial corporation(HDFC) etc.From the investment And service sector HDFC standard lifeinsurance corporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Maxnew work life insurance SBI Life insurance,Life Insurance Corporation of India.In dematsection India bull,Anangram,SBI,HDFC,India Infoline are the main competitor of ICICIbank.In the NRI service section the Western Union bank is the main competitor of ICICIbank.There are some other company who also compete with the ICICI bank After the SBI theHDFC bank is the main competitor of ICICI bank.HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994, after theReserve Bank of India allowed establishing private sector banks. The Bank was promoted bythe Housing Development Finance Corporation, a premier housing finance company (set upin 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities inIndia, and all branches of the bank are linked on an online real-time basis. As of September30, 2008 the bank had total assets of INR 1006.82 billion.State Bank of India is the largest bank in India. It is also, measured by the number of branchoffices and employees, the second largest bank in the world.[citation needed] The bank tracesits ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank ofCalcutta, making it the oldest commercial bank in the Indian Subcontinent. The Governmentof India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of Indiataking a 60% stake, and renamed it the State Bank of India. In 2008, the Government tookover the stake held by the Reserve Bank of India.SBI provides a range of banking productsthrough its vast network in India and overseas, including products aimed at NRIs. With anasset base of $126 billion and its reach, it is a regional banking behemoth. SBI has laid 28 SESSION 2011-12
  • 29. emphasis on reducing the huge manpower through Golden handshake schemes andcomputerizing its operations.The State Bank Group, with over 16000 branches , has thelargest branch network in India. It has a market share among Indian commercial banks ofabout 20% in deposits and advances, and SBI accounts for almost one-fifth of the nation‘sloans.There are some other banks which gives challenging some how in the banking andservice 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 29 SESSION 2011-12
  • 30. EnvironmentAn employer the bank extends a lot of authority along with justified accountability to you.The working culture is very collaborative in nature. It can be owed to the fact that the bank ishighly segmented with a lot of overlapping and mostly distinct roles and responsibility.ICICIBank has established itself as a one stop solution (Universal Bank) for all financial need ofindividuals 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 loteasier, especially for those who face the external customers. You do not have to justify yourorganization, it is only the product that has to be pitched. As far as employee benefits areconcerned, ICICI Bank offers a lot of financial benefits ranging from your family healthinsurance to your kids school donations. The organization is sensitive to the needs of itsemployees 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 newideas. It will also exhibit its in terms of well laid systems, processes and infrastructure. It willextend a fast track growth for those with extraordinary talent at the same time offer stability tothose who are able to deliver satisfactorily.Overall, I would say it‘s a lifetime experience towork with such a behemoth organization. It might not be the best paymaster but it definitelywill impress you with its capability as the head master (Principal) of banking industry.thereare huge competition between the eployee to achieve theo goal. 30 SESSION 2011-12
  • 31. BUSINESS OBJECTIVES:VisionTo 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 andNRI banking services.Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen depositand children depository account are there for individual customer can also avail of theirhousing, automobile, farm equipment, business or personal loan scheme. Personal client canalso invest in mutual funds and participate in stock trading through ICICI bank. Business banking – Business banking services of ICICI Bank are exhaustive. Projectfinancing, deal assessment, and land evaluation are investment banking services offered tocorporate clients. Global trade and cash management transaction services facilitateremittances and receipts across important cities. Capital market and custodial services enablebusiness houses to participate in equity trading and transfer across major stock markets ofworld.CUSTOMERICICI bank targets all segment of customer with various types of products and services. Iinteracted with a a lot of customers and collect their feedback on the given services ofcompany, and feedback are positive response from all point of view. Customers arebeneficiary from both sides monetary as well as non monetary. The bank targets to add nearly500,000 customers under the new scheme in the next one year and plans to offer auto loansthrough the new online channel in the future, ICICI Banks Executive Director, VVaidyanathan, 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 totalcustomer-base," Vaidyanathan said.Customers, opting for the service can also benefit from the quantum optima facility, whereinif the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed depositscheme, he said. The facility, which also enable customers to transact between an ICICI Bankaccount 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 lastfiscal. The lender has also plans to launch SMS n Cash scheme later this week under which 31 SESSION 2011-12
  • 32. ICICI account holders can transfer funds to those who do not have a bank account. ICICIbank is strongly committed to protecting the privacy of its customers and has taken allnecessary and reasonable measures to protect the confidentiality of the customer informationand its transmission through the world wide web and it shall not be held liable for disclosureof the confidential information when in accordance with this privacy commitment or in termsof the agreements, if any, with the customers.ICICI bank Endeavour‘s to safeguard and ensure the security of the information provided bythe customer. ICICI bank uses 128-bit encryption, for the transmission of the information,which is currently the permitted level of encryption in India. When the information providedby the customers is not transmitted through this encryption, the customers system (ifconfigured accordingly) will display an appropriate message ensuring the best level of secrecyfor the customers information.The customer would be required to cooperate with ICICI bank in order to ensure the securityof the information, and it is recommended that the customers necessarily choose theirpasswords carefully such that no unauthorized access is made by a third party. To make thepassword complex and difficult for others to guess, the customers should use combination ofalphabets, numbers and special characters (like! @, #, $ etc.). The customers shouldundertake not to disclose their password to anyone or keep any written or other record of thepassword 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 banks or its affiliates rights, interests or property;  Enforce the terms and conditions of the products or services; or  Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of other persons.COMPETITORThe main competitor of is ICICI bank is SBI because this bank is totally taken by governmentafter this bank HDFC bank is the main competitor of ICICI bank .There are different types ofsegment operation semment, investment and services, demat and NRI services.The competitorfrom the operation segment are State Bank of India(SBI), Axis, Housing Development andFinancial corporation(HDFC) etc.From the investment And service sector HDFC standard lifeinsurance corporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Maxnew work life insurance SBI Life insurance,Life Insurance Corporation of India.In dematsection India bull,Anangram,SBI,HDFC,India Infoline are the main competitor of ICICIbank.In the NRI service section the Western Union bank is the main competitor of ICICIbank.There are some other company who also compete with the ICICI bank After the SBI theHDFC bank is the main competitor of ICICI bank.HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994, after theReserve Bank of India allowed establishing private sector banks. The Bank was promoted bythe Housing Development Finance Corporation, a premier housing finance company (set upin 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities inIndia, and all branches of the bank are linked on an online real-time basis. As of September30, 2008 the bank had total assets of INR 1006.82 billion. 32 SESSION 2011-12
  • 33. State Bank of India is the largest bank in India. It is also, measured by the number of branchoffices and employees, the second largest bank in the world.[citation needed] The bank tracesits ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank ofCalcutta, making it the oldest commercial bank in the Indian Subcontinent. The Governmentof India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of Indiataking a 60% stake, and renamed it the State Bank of India. In 2008, the Government tookover the stake held by the Reserve Bank of India.SBI provides a range of banking productsthrough its vast network in India and overseas, including products aimed at NRIs. With anasset base of $126 billion and its reach, it is a regional banking behemoth. SBI has laidemphasis on reducing the huge manpower through Golden handshake schemes andcomputerizing its operations.The State Bank Group, with over 16000 branches , has thelargest branch network in India. It has a market share among Indian commercial banks ofabout 20% in deposits and advances, and SBI accounts for almost one-fifth of the nation‘sloans.There are some other banks which gives challenging some how in the banking andservice 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 BankENVIRONMENTAn employer the bank extends a lot of authority along with justified accountability to you.The working culture is very collaborative in nature. It can be owed to the fact that the bank ishighly segmented with a lot of overlapping and mostly distinct roles and responsibility.ICICIBank has established itself as a one stop solution (Universal Bank) for all financial need ofindividuals 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 loteasier, especially for those who face the external customers. You do not have to justify yourorganization, it is only the product that has to be pitched. As far as employee benefits areconcerned, ICICI Bank offers a lot of financial benefits ranging from your family healthinsurance to your kids school donations. The organization is sensitive to the needs of itsemployees 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 33 SESSION 2011-12
  • 34. ideas. It will also exhibit its in terms of well laid systems, processes and infrastructure. It willextend a fast track growth for those with extraordinary talent at the same time offer stability tothose who are able to deliver satisfactorily.Overall, I would say it‘s a lifetime experience towork with such a behemoth organization. It might not be the best paymaster but it definitelywill impress you with its capability as the head master (Principal) of banking industry.thereare huge competition between the eployee to achieve theo goal.TECHNOLOGYICICI use many type of advance technological software like Pinnacle 7.0 andPinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking,mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse.However, due to its proprietary hardware, the cost of procurement, upgrades andadministration was soaring. The closed box architecture of Teradata imposed restrictions onscalability. Secondly, querying and loading could not happen simultaneously. Queries couldonly 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 notreflect the most current data. ICICI Bank was also dependent on Teradata for support andother activities: The bank was completely tied down to that solution.These issues compelled ICICI Bank to look for more efficient and flexible solutions. Thesolution would have to address not only current issues, but accommodate future growthexpectations and business requirements. ICICI Bank evaluated numerous data warehousingsolutions in the pursuit of solving its issues, and developed a shortlist of alternatives for itsmigration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluationwas the price-to-performance ratio where Sybase IQ emerged the clear winner. During thisrigorous testing, Sybase IQ delivered faster results on independent hardware and operatingsystems with minimum infrastructure. Commending the improvements achieved, Amit Sethi,Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lowercosts, we could achieve significantly better query performanceafter implementing the Sybaseenterprise warehouse solution." ICICI Infotech today launched an enterprise resourceplanning (ERP) solution for the small and medium enterprises.The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeonserver, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15-user license.An ERP package helps a manufacturer or any other business implementing it to manage allthe important parts in the company such as product planning, parts purchasing, maintaininginventory and interacting with suppliers and customers.ICICI Infotech officials told a press conference here today that Orion Advantage offered a setof business practice solutions for industry segments such as engineering, auto ancillary,pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP packagealso came pre-configured. ICICI Infotech had mapped the processes specific to each industrysegment into the package.Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that smalland medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become aleading solution provider to this segment. 34 SESSION 2011-12
  • 35. Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP packagefor the SMEs that bundled the server, database and operating system right now. That was theadvantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and pre-configured. Besides the high cost of generic ERP packages, their implementation time as faras 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 15per cent market share of the SME segment, whose number in the country was estimated at2.30 lakh.Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one ofthe companies that had installed Orion Advantage, said that the company had tried three otherERP packages, all of which had failed, before settling on Orion Advantage.Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers inChennai into a single location and double the staff strength from 300 now in the next twoyears.The Chennai centers were involved in research and development of Orion ERP solutions andPremia, an insurance package.ERP Systems IntegrationPinnacle Software Solutions has the expertise and experience to assist you with yourenterprise systems integration. From developing your strategy, through implementation andsupport, we bring the right combination of resources, management skillsets, and technicalknow-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 replacementof a legacy application and platform, we can help you improve your financial, humanresources, electronic mail, and other business systems. We work with the leading ERPsystems, including the latest versions of the Oracle and PeopleSoft applications:  General Ledger  Project Costing  Accounts Payable  Human Resources  Accounts Receivable  Payroll  Purchasing  Benefits  Asset Management  CompensationOur technology management solutions will help you migrate hardware platforms, improvenetwork and database performance, develop or refresh policies and procedures, and developsound disaster recovery and backup solutions. Please contact us to learn how PinnacleSoftware Solutions can help you develop ―solutions that fit” your enterprise.ICICI Prudential Life Insurance Company LimitedICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.Theauthorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc(26%). The company was granted certificate of registration for carrying business, by 35 SESSION 2011-12
  • 36. Insurance Regulatory and Development Authority on 24th November 2000. It commencedcommercial operation from 19th December 2000 and becoming a leading private sector lifeinsurance company.The company recognizes that the driving force for gaining sustainable competitive advantagein this business is superior customer experience and investment behind the brand. Thecompany aims to achieve this by striving to provide world class service level trough constantinnovation in product, distribution channels and technology based delivery.Vision and MissionTheir vision is to make ICICI Prudential Life Insurance Company the dominant new insurerin the life insurance industry. This they hope to achieve through their commitment toexcellence, focus on service, speed and innovation, and leveraging our technologicalexpertise.The success of the organisation will be founded on its strong focus on values and clarity ofpurpose. These include: Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employeesAnd above all building transparency in all our dealings.They believe that they can play asignificant role in redefining and reshaping the sector. Given the quality of their parentageand the commitment of their team, they feel that tere will be no limits to their growth.Board of DirectorsThe ICICI Prudential Life Insurance Company Limited Board comprises reputed people fromthe finance industry both from India and abroad.Shri K.V. Kamath, ChairmanMr. Mark TuckerSmt. Lalita D. GupteMr. Danny BardinMrs. Kalpana MorpariaShri M.P. ModiMr. John CaouetteShri S.P.Subhedar, (Alternate Director to Mr. Danny Bardin)Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker)Smt. Shikha Sharma, Managing DirectorManagement TeamMs. Shikha Sharma, Managing DirectorMr. Kevin Wright, Executive Vice President - Sales & DistributionMs. Madhavi Soman, Chief - Strategic InitiativesMr. V. Rajagopalan, Appointed ActuaryMr. Sandeep Batra, Chief Financial Officer & Company SecretaryMr. Saugata Gupta, Chief - Marketing & ServiceMr. Shubhro J. Mitra, Chief - Human Resources 36 SESSION 2011-12
  • 37. Corporate Office:ICCI Prulife Towers,1089, Appasahab Marathe Marg,Prabhadevi,Mumbai 400 025.Telephone Number: 022-462 1600Website : www.iciciprulife.comICICI Lombard General Insurance CompanyICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICIBank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is Indiassecond largest bank, while Fairfax Financial Holdings is a diversified financial corporateengaged in general insurance, reinsurance, insurance claims management and Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited,is one of Canadas oldest property and casualty insurers. ICICI Lombard General InsuranceCompany received regulatory approvals to commence general insurance business in August2000.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 & CEOAudit Committee  Mr. S Mukherji, Chairman  Mr. Dileep Choksi, Director  Mr. James F Dowd, Director  Mr. H.N. Sinor, DirectorInvestment Committee 37 SESSION 2011-12
  • 38.  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 ActuaryBoard Governance Committee  Ms. Kalpana Morparia, Chairperson  Mr. Chandran Ratnaswami, Director  Mr. H. N. Sinor, DirectorRetail Segment of ICICI Lombard General Insurance :ICICI Lombards Retail Segment consists of personal insurance products - Health, Home,Motor and Travel insurances.Health InsuranceICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indianhealth Insurance sector. Be it the floater concept, the critical illness cover or the tax gainpolicy, all these were first introduced by ICICI Lombard. It was also one of the first generalinsurance companies in India to have a robust online system in place for buying and renewingpolicies.The various plans offered by ICICI Lombard include Family Floater Plan - where one policycovers 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 policycovering a list of critical illnesses. They also have a basic Personal Accident Plan whichcovers against accidents. ICICI Lombard health plans also provide coverage against terrorism.Home InsuranceHome 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 damagecaused to property due to natural calamities and terrorism, it has been gaining importance.The Home Insurance Policyoffered by ICICI Lombard covers both the structure and thecontents of the house. You can opt for either of the covers or both. Unlike other policies, italso covers damage due to terrorist activities, loss of cash, public liability, temporaryresettlement and others. 38 SESSION 2011-12
  • 39. Motor InsuranceAs Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, thepolicies offered by various companies are more or less the same. There is not much room forinnovation in this category. ICICI Lombard too offers Car Insurance and Two WheelerInsurance. They are known to offer one of the best rates in the market. As the entire buyingprocess is online and is instant, without any submission of documents or other formalities,people generally opt it for convenience.Travel InsuranceTravel insurance is one of the most prominent sector of general insurance, especially overseastravel insurance and student medical insurance. ICICI Lombard offers various options in boththe categories. The Overseas Travel Plans and Student Medical Plans offered cover medicaland non-medical expenses, including compensation for flights hijacked and pre existingdiseases in case of emergency. They charge on a per day basis if the travel is more than 7days. ICICI Lombard has tied up with United Health Group to facilitate access to all itsclinics while in U.S.The Student Medical Plans are accepted in almost universities worldwide. They also have asection in their website, University Search, where one can find specific plans for specificuniversities.All the above retail policies can be bought online, without any documentation through theirwebsite www.icicilombard.com .One can not only buy, but also manage and renew theirinsurance policies online.NRI ServicesICICI Lombard has developed insurance policies for Non-resident Indians that can be bought,renewed and tracked online.Parents Health Insurance covers hospitalization and medical expenses incurred by parents ofthe policyholder in India. For parents travelling outside India, ICICI Lombard offers aParents Overseas Travel Insurance policy.An NRI can insure his children/ dependents travelling abroad to study, under the StudentMedical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enablesan NRI to secure his assets in India.ChannelsChannel 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 alliedactivities are carried out in the most effective manner. 39 SESSION 2011-12
  • 40. RetailThe Retail channel consists of sales executves, sales officers, brokers and agents. They are theone who are in direct contact with the customers and bring the innovative insurance solutionsto their doorsteps.OnlineICICI Lombard has developed a web-based system to meet all the pre and post-policytransaction. One can get quotes, buy, renew and track their policies onlin e through thewebsite [www.icicilombard.com]. With the do-it-yourself architecture, the online channel isfast, convenient, easy to understand and operate. 40 SESSION 2011-12
  • 41. TechnologyICICI use many type of advance technological software like Pinnacle 7.0 andPinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking,mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse.However, due to its proprietary hardware, the cost of procurement, upgrades andadministration was soaring. The closed box architecture of Teradata imposed restrictions onscalability. Secondly, querying and loading could not happen simultaneously. Queries couldonly 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 notreflect the most current data. ICICI Bank was also dependent on Teradata for support andother activities: The bank was completely tied down to that solution.These issues compelled ICICI Bank to look for more efficient and flexible solutions. Thesolution would have to address not only current issues, but accommodate future growthexpectations and business requirements. ICICI Bank evaluated numerous data warehousingsolutions in the pursuit of solving its issues, and developed a shortlist of alternatives for itsmigration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluationwas the price-to-performance ratio where Sybase IQ emerged the clear winner. During thisrigorous testing, Sybase IQ delivered faster results on independent hardware and operatingsystems with minimum infrastructure. Commending the improvements achieved, Amit Sethi,Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lowercosts, we could achieve significantly better query performanceafter implementing the Sybaseenterprise warehouse solution." ICICI Infotech today launched an enterprise resourceplanning (ERP) solution for the small and medium enterprises.The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeonserver, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15-user license.An ERP package helps a manufacturer or any other business implementing it to manage allthe important parts in the company such as product planning, parts purchasing, maintaininginventory and interacting with suppliers and customers.ICICI Infotech officials told a press conference here today that Orion Advantage offered a setof business practice solutions for industry segments such as engineering, auto ancillary, 41 SESSION 2011-12
  • 42. pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP packagealso came pre-configured. ICICI Infotech had mapped the processes specific to each industrysegment into the package.Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that smalland medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become aleading solution provider to this segment.Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP packagefor the SMEs that bundled the server, database and operating system right now. That was theadvantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and pre-configured. Besides the high cost of generic ERP packages, their implementation time as faras 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 15per cent market share of the SME segment, whose number in the country was estimated at2.30 lakh.Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one ofthe companies that had installed Orion Advantage, said that the company had tried three otherERP packages, all of which had failed, before settling on Orion Advantage.Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers inChennai into a single location and double the staff strength from 300 now in the next twoyears.The Chennai centers were involved in research and development of Orion ERP solutions andPremia, an insurance package. 42 SESSION 2011-12
  • 43. ERP Systems IntegrationPinnacle Software Solutions has the expertise and experience to assist you with yourenterprise systems integration. From developing your strategy, through implementation andsupport, we bring the right combination of resources, management skillsets, and technicalknow-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 replacementof a legacy application and platform, we can help you improve your financial, humanresources, electronic mail, and other business systems. We work with the leading ERPsystems, including the latest versions of the Oracle and PeopleSoft applications:  General Ledger  Project Costing  Accounts Payable  Human Resources  Accounts Receivable  Payroll  Purchasing  Benefits  Asset Management  CompensationOur technology management solutions will help you migrate hardware platforms, improvenetwork and database performance, develop or refresh policies and procedures, and developsound disaster recovery and backup solutions. Please contact us to learn how PinnacleSoftware Solutions can help you develop ―solutions that fit” your enterprise. 43 SESSION 2011-12
  • 44. ICICI GROUPICICI VENTUREICICI Venture is the largest and one of the most successful private equity and Venture capitalmanagement companies in India with aggregate funds under Management in excess of USD 2billion. ICICI Venture is a subsidiary of ICICI Bank, India‘s second-largest bank with totalassets of about US$ 56.3 bn (March 31, 2006) and market capitalization of about USD 10.8bn (June 2006). Over the years, ICICI Venture has built an enviable portfolio of companies in the sectorsof information technology, pharmaceuticals, biotechnology, media and retail therebydelivering 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 wellpositioned to handle IPOs, strategic sale and/or mergers.ICICI Venture has a wide network of third party investors, which include Domestic investorssuch as public sector banks, financial institutions and Insurance companies. A significant 44 SESSION 2011-12
  • 45. portion of the fund‘s corpus is also from International development financial institutions andinternational funds.The company has over 40 qualified professionals with experience across sectors andfunctions. The capabilities of the team, structure of the organization, Emphasis on valuecreation and performance evaluation matrices enable ICICI Venture to extract superior returnsfrom its investments.ICICI SECURITIES – India’s Leading Investment BankICICI Securities Limited is India‘s leading full service investment bank with a Dominantposition in all segments of its operations - Corporate Finance, Fixed Income and Equities. It isa subsidiary of ICICI Bank, the largest private sector bank in India and operates out ofMumbai 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 Securitiescontinues 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 andfund raising from domestic and international capital markets. The Equities team is a majorIndian brokerage house and its research covers over 90% of Sensex market capitalization. Thebond 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 teamsin the Fixed Income, M&A and Equity Capital Markets win. Our Fixed Income team for thelast two years (CY04 and CY05) has been adjudged as the ―Best Bond House‖ in India byboth Asia money and Finance Asia. The Equities team was adjudged as the ‗Best IndianBrokerage House-2003‘ by Asia money. The Corporate Finance team tops the M&A/Capitalmarkets league tables regularly. Our wholly owned subsidiary, ICICI Brokerage ServicesLimited (IBSL), buys and sells equities for our institutional clients. ICICI Securities has aU.S. subsidiary, ICICI Securities Inc., which is a member of the National Association ofSecurities Dealers, Inc. (NASD). As a result of this membership, ICICI Securities Inc. canengage in permitted activities in the U.S. securities markets.These activities include dealing in securities markets transactions in the United States andproviding research and investment advice to US investors. 45 SESSION 2011-12
  • 46. ICICI Securities Inc. is also registered with the Financial Services Authority, UK (FSA) andthe Monetary Authority of Singapore (MAS) to carry out Corporate Advisory ServicesPRUDENTIAL ICICIPrudential ICICI Asset Management Company enjoys the strong parentage of Prudential plc,one of UKs largest players in the insurance & fund management sectors and ICICI Bank, awell-known and trusted name in financial services in India. Prudential ICICI AssetManagement Company, in a span of just over eight years, has forged a position of pre-eminence in the Indian Mutual Fund industry as one of the largest asset managementcompanies in the country with assets under management of Rs. 23559.60 crores (as of March31, 2006). The Company manages a comprehensive range of schemes to meet the varyinginvestment needs of its investors spread across 68 cities in the country.PRUDENTIAL LIFE INSURANCEIndias Number One private life insurer, ICICI Prudential Life Insurance Company is a jointventure between ICICI Bank-one of Indias foremost financial services companies-andPrudential plc- a leading international financial services group headquartered in the UnitedKingdom. Total capital infusion stands at Rs. 15.85 billion, with ICICI Bank holding a stakeof 74% and Prudential plc holding 26%.We began our operations in December 2000 after receiving approval from InsuranceRegulatory Development Authority (IRDA). Today, our nation-wide team comprises nearly120,000 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 FinancialStrength rating of AAA (Industry) from Fitch ratings. For three years in a row, ICICIPrudential has been voted as Indias Most Trusted Private Life Insurer, by The EconomicTimes - AC Nielsen ORG Marg survey of Most Trusted Brands. As we grow ourdistribution, product range and customer base, we continue to tirelessly uphold ourcommitment to deliver world-class financial solutions to customers all over India.ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.Theauthorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc 46 SESSION 2011-12
  • 47. (26%). The company was granted certificate of registration for carrying business, byInsurance Regulatory and Development Authority on 24th November 2000. It commencedcommercial operation from 19th December 2000 and becoming a leading private sector lifeinsurance company.The company recognizes that the driving force for gaining sustainable competitive advantagein this business is superior customer experience and investment behind the brand. Thecompany aims to achieve this by striving to provide world class service level trough constantinnovation in product, distribution channels and technology based delivery.Vision and MissionTheir vision is to make ICICI Prudential Life Insurance Company the dominant new insurerin the life insurance industry. This they hope to achieve through their commitment toexcellence, focus on service, speed and innovation, and leveraging our technologicalexpertise.The success of the organisation will be founded on its strong focus on values and clarity ofpurpose. These include: Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employeesAnd above all building transparency in all our dealings.They believe that they can play asignificant role in redefining and reshaping the sector. Given the quality of their parentageand 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,Mumbai 400 025.Telephone Number: 022-462 1600Website : www.iciciprulife.com 47 SESSION 2011-12
  • 48. ICICI LOMBARDICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICIBank Limited and the US-based $ 26 billion Fairfax Financial Holdings Limited. ICICI Bankis Indias second largest bank, while Fairfax Financial Holdings is a diversified financialcorporate engaged in general insurance, reinsurance, insurance claims management andinvestment management. Lombard Canada Ltd, a group company of Fairfax FinancialHoldings Limited, is one of Canadas oldest property and casualty insurers. ICICI LombardGeneral Insurance Company received regulatory approvals to commence general insurancebusiness 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 Indias second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, insurance claims management and Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canadas 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 Lombards Retail Segment consists of personal insurance products - Health, Home,Motor and Travel insurances.Health InsuranceICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indianhealth Insurance sector. Be it the floater concept, the critical illness cover or the tax gainpolicy, all these were first introduced by ICICI Lombard. It was also one of the first generalinsurance companies in India to have a robust online system in place for buying and renewingpolicies.The various plans offered by ICICI Lombard include Family Floater Plan - where one policycovers 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 48 SESSION 2011-12
  • 49. covering a list of critical illnesses. They also have a basic Personal Accident Plan whichcovers against accidents. ICICI Lombard health plans also provide coverage against terrorism.Home InsuranceHome 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 damagecaused to property due to natural calamities and terrorism, it has been gaining importance.The Home Insurance Policyoffered by ICICI Lombard covers both the structure and thecontents of the house. You can opt for either of the covers or both. Unlike other policies, italso covers damage due to terrorist activities, loss of cash, public liability, temporaryresettlement and others.Motor InsuranceAs Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, thepolicies offered by various companies are more or less the same. There is not much room forinnovation in this category. ICICI Lombard too offers Car Insurance and Two WheelerInsurance. They are known to offer one of the best rates in the market. As the entire buyingprocess is online and is instant, without any submission of documents or other formalities,people generally opt it for convenience.Travel InsuranceTravel insurance is one of the most prominent sector of general insurance, especially overseastravel insurance and student medical insurance. ICICI Lombard offers various options in boththe categories. The Overseas Travel Plans and Student Medical Plans offered cover medicaland non-medical expenses, including compensation for flights hijacked and pre existingdiseases in case of emergency. They charge on a per day basis if the travel is more than 7days. ICICI Lombard has tied up with United Health Group to facilitate access to all itsclinics while in U.S.The Student Medical Plans are accepted in almost universities worldwide. They also have asection in their website, University Search, where one can find specific plans for specificuniversities.All the above retail policies can be bought online, without any documentation through theirwebsite www.icicilombard.com .One can not only buy, but also manage and renew theirinsurance policies online. 49 SESSION 2011-12
  • 50. NRI ServicesICICI Lombard has developed insurance policies for Non-resident Indians that can be bought,renewed and tracked online.Parents Health Insurance covers hospitalization and medical expenses incurred by parents ofthe policyholder in India. For parents travelling outside India, ICICI Lombard offers aParents Overseas Travel Insurance policy.An NRI can insure his children/ dependents travelling abroad to study, under the StudentMedical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enablesan NRI to secure his assets in India.ChannelsChannel 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 alliedactivities are carried out in the most effective manner.RetailThe Retail channel consists of sales executves, sales officers, brokers and agents. They are theone who are in direct contact with the customers and bring the innovative insurance solutionsto their doorsteps.OnlineICICI Lombard has developed a web-based system to meet all the pre and post-policytransaction. One can get quotes, buy, renew and track their policies online through the website[www.icicilombard.com]. With the do-it-yourself architecture, the online channel is fast,convenient, easy to understand and operate. 50 SESSION 2011-12
  • 51. Technology Used in ICICI BankIn the era of globalization each and every sector faced the stiff competition from theirrivals. And world also converted into the flat from the globe. After the policy ofliberalization and RBI initiatives to take the step for the private sector banks, more and morechanges are taking the part into it. And there are create competition between the privatesector banks and public sector bank.Private sector banks are today used the latest technology for the different transaction ofday to day banking life. As we know that Information Technology plays the vital role inthe each and every industries and gives the optimum return from the limited resources.Banks are service industries and today IT gives the innovative Technology applicationto Banking industries. ICICI BANK is the leader in the industries and today IT and ICICIBANK together combined they reached the sky. New technology changed the mind of thecustomers and changed the queue concept from the history banking transaction. Todaythere are different channels are available for the banking transactions.We can see that the how technology gives the best results in the below diagram. There aredrastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year2008 (25%).These type of technology gives the freedom to retail customers.Centralized Processing Units Derived Economies of ScaleElectronic Straight Through Processing Reduced Transaction CostData Warehousing , CRM Improve cost efficiency, Cross sellInnovative Technology Application Provide new or superior products 51 SESSION 2011-12
  • 52. The country‘s middle class accounts for over 320 million people. In correlation with thegrowth of the economy, rising income levels, increased standard of living, and affordability ofbanking products are promising factors for continued expansion.ICICI Bank Product & Customer Segment: PERSONAL BANKING Loan Product Deposit Product Investment & Insurance Auto Loan Saving a/c Mutual Fund Loan Against Current a/c Bonds Security Fixed deposit Knowledge Centre Loan Against Demat a/c Insurance Property Safe Deposit General and Health Personal loan Lockers Insurance Credit card Equity and Derivatives 2-wheeler loan Mudra Gold Bar Commercial vehicles finance Home loans Retail business banking Tractor loan Working Capital Finance Construction Equipment Finance Health Care Finance Education Loan Gold Loan Cards Payment Services Access To Bank Credit Card NetSafe NetBanking Debit Card Merchant OneView Prepaid Card Prepaid Refill InstaAlert Billpay MobileBanking Visa Billpay ATM InstaPay Phone Banking-------------------------------- DirectPay Email Statements Forex Services VisaMoney Branch Network-------------------------------- Transfer Product & Services e–Monies 52 SESSION 2011-12
  • 53. Trade Services Electronic Funds Forex service Transfer Branch Locater Online Payment of RBI Guidelines Direct Tax WHOLESALE BANKING Corporate Small and Medium Financial Institutions and Enterprises TrustsFunded Services Funded Services BANKSNon Funded Non Funded Services Clearing Sub-MembershipServices Specialized Services RTGS – submembershipValue Added Value added services Fund TransferServices Internet Banking ATM Tie-upsInternet Banking Corporate Salary a/c Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts NRI SERVICES Accounts & Deposits Remittances Rupee Saving a/c North America Rupee Current a/c UK Rupee Fixed Deposits Europe Foreign Currency Deposits South East Asia Accounts for Returning Indians Middle East Africa Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer 53 SESSION 2011-12
  • 54. Funds Transfer Cheques/DDs/TCsInvestment & Insurances LoansMutual Funds Home LoansInsurance Loans Against SecuritiesPrivate Banking Loans Against DepositsPortfolio Investment Scheme Gold Credit Card Payment Services Access To Bank NetSafe NetBanking BillPay OneView InstaPay InstaAlert DirectPay ATM Visa Money PhoneBanking Online Donation Email Statements Branch Network 54 SESSION 2011-12
  • 55. PRODUCTICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled withconvenience of networked branches/ ATMs and facility of E-channels like Internet andMobile Banking, ICICI Bank brings banking at your doorstep. Select any of our depositproducts and provide your details online and our representative will contact you for AccountOpening.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 queuesSENIOR 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 give you the kind of returns that you need. Thats why we have an ideal Banking Service for those who are 60 years and above. TheSenior Citizen Services from ICICI Bank has several advantages that are tailored to bringmore convenience and enjoyment in your life.YOUNG STARS Its really 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. 55 SESSION 2011-12
  • 56. 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 simply going ahead without saving for the future is not an option for you. Through 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 twinadvantages- affordability and higher earningsHOME LOAN The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. Its really easy!PERSONAL LOANS If youre looking for a personal loan thats 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 lakhsCAR LOAN The NO 1 financier for car loans in the country. Network of more than 1500 channel partners in over 780 locations. Tie-ups with all leading automobile 56 SESSION 2011-12
  • 57. manufacturers to ensure the best deals. Flexible schemes & quick processing. Hassle-freeapplication 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 Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient repaymentoptions and comfortable tenors from 6 months to 36 months. Ride home on your Dream TwoWheeler with our hassle free finance.FARM EQUIPMENT LOANS Preferred financier for almost all leading tractor manufacturers in the country. Flexible repayment options in tandem with the farmers seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns to choosefrom. Comfortable repayment tenures from 1 year to 9 yearCREDIT 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 cards, Insurance benefits, global emergency assistance service,discounts, utility payments, travel discounts and much more. 57 SESSION 2011-12
  • 58. 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 100,000merchants in India and 13 million merchants worldwide.TRAVEL CARD Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issuedin duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debitcard.PRE PAID CARDS ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. ICICI Bank pre-paid cards are a safe & convenient way for associate payments, disbursements, gifting & small tickettransactions. Pre-paid cards are available on a VISA platform thus providing accessibility toover one lakh merchant establishments & cash withdrawal from all VISA ATMs in India. Investments s At ICICI Bank, we care about all your needs. Along with Depositproducts and Loan offerings, ICICI Bank assists you to manage your finances by providingvarious investment options ranging from ICICI Bank Tax Saving Bonds to EquityInvestments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitatesfollowing investment products: ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds 58 SESSION 2011-12
  • 59. Initial Public Offers by Corporate Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004You can invest in above products through any of our branches. For select products ICICIBank 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, NSEGOI Bonds 8% Savings Bonds (Taxable), 2003 Low risk. Reasonable investment tenure. Nomination facility available. Cannot be traded in secondary market. Interest income taxable.Mutual FundsMutual Funds pool money of various investors to purchase a wide variety of securities whilepursuing a specific goal. Selection of Securities for the purpose is done by specialists from thefield. Returns generated are distributed to the Investors. Mutual Fund Companies offervarious schemes. Investors can choose any particular Fund/Scheme or mix of Funds/Schemesdepending upon their perception towards risk. Investment is done on the basis of prevailingNet Asset Values of various schemes. Mutual Funds Investments are subject to Market Risks.Types of Funds SoldWe 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. 59 SESSION 2011-12
  • 60. Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child education Schemes etc.At ICICI Bank we will help you identify an appropriate mix of Mutual Fund schemes for yourportfolio using asset allocation strategies. Through ICICI Bank you can invest in variousschemes of multiple mutual funds with decent performance record. You can take the aid ofour various research reports on mutual funds and their schemes before choosing a scheme forinvestment. ICICI Bank offers investment in Mutual Funds through Multiple Channels. WithICICI Bank, you can invest in Mutual Funds through following channels. ICICI Bank Branches ICICIdirect.com Dedicated workforce to serve you Before being deputed, our officers complete a comprehensive training 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 in IPOs online through www.icicidirect.com with same convenience ofinvesting in equities - hassle-free and with zero paper work. Also, get in-depth analyses ofnew 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 ofthe IPO markets.ICICI Bank Pure GoldGold 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 marketremains largely unorganized with reliability and convenience remaining the key issues forgold buyers in the country.ICICI Bank with its `Pure Gold offer attempts to bridge the gap 60 SESSION 2011-12
  • 61. between the need of the customers for buying gold and availability of an organized avenue tosatisfy that need, by taking care of the two key components - Reliability and Convenience.Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a99.99% Assay Certification, signifying highest level of purity, as per international standards.ConvenienceICICI Bank Pure Gold is competitively priced based on daily prices in the internationalbullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories.FOREX ServicesICICI Banks Foreign Exchange Services will help you organize your foreign exchange in themost 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 exchangerequirement. 61 SESSION 2011-12
  • 62. S.W.O.T. analysis of ICICI BANK Introduction to SWOT Analysis.The overall evaluation of the company‘s Strength, Weakness, Opportunities and Threats iscalled as SWOT Analysis.The external environment analysis of any business will give you the opportunities and threatsfacing the business. The external environment consists of two parts:1) Macro Environment: Demographic, Economic, Technology, Political-legal,Socio-cultural2) Micro Environment: Customers, Competition, Distributors, Suppliers.The Internal Environment Analysis will give you the strength and weakness of the business. STRENGTH WEAKNESSES Right strategy for the right Some gaps in range for certain products. sectors. Superior customer service vs. Customer service staff need competitors. training. Great Brand Image Processes and systems, etc Products have required Management cover insufficient. accreditations. Sectoral growth is constrained by low High degree of customer unemployment levels and satisfaction. competition for staff Good place to work Lower response time with 62 SESSION 2011-12
  • 63. efficient and effective service. Dedicated workforce aiming at making a long-term career in the field. Opportunities ThreatsProfit margins will be good. Legislation could impact.Could extend to overseas broadly. Great risk involvedNew specialist applications. Very high competition prevailing inCould seek better customer deals. the industry.Fast-track career development Vulnerable to reactiveopportunities on an industry-wide attack by major competitorsbasis. Lack of infrastructure in rural areasAn applied research centre to create could constrain investment.opportunities for developing High volume/low cost market istechniques to provide added-value intensely competitive.services. 63 SESSION 2011-12
  • 64. Opportunity MatrixA Marketing opportunity is an area of interest in which a company can perform profitably. Anopportunity can take many forms. Some of them are:1) Buying process made easy- Internet shopping2) 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.The opportunities that fall under the first quadrant are higher on the side of successprobability and also on the attractiveness, so the company should tap those opportunities asearly as possible. The opportunities falling under the second quadrant should be tapped only after the success of the opportunities in the first quadrant. Although the success probability is on the lower side still the attractiveness is on the higher side. 64 SESSION 2011-12
  • 65. 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 65 SESSION 2011-12
  • 66. Threat Matrix.An Environmental Threat is a challenge posed by an unfavourable trend or development. Inthe absence of any defensive marketing action these threats may lead to deterioration in salesand 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 thecompany should take immediate actions against these threats.The Threats falling under the second quadrant are also very harmful as their seriousness ofthese 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 thefirst and second quadrant. The company should keep a backup plans for these threats as thiscan also affect the profitability of the company. 66 SESSION 2011-12
  • 67. The Threats under the fourth quadrant are negligible as the probability occurrence andseriousness both are on the lower side of the matrix. STRENGHTS1) Online Services: ICICI Bank provides online services of all it‘s banking facilities. It alsoprovides D-Mart account facilities on-line, so a person can access his account from anywherehe is.[D-Mart is a dematerialized account opened by a salaried person for purchase &sale of shares of different companies.]2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with advancedtechnology to provide the customers with taster banking services. All the computerizedmachines are located in suitable manner & are very useful to the customers & staff of thebank.3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help thecustomers in all cases. They provide faster services along with bonding & personalrelationship with the customers.4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long hrs. ofservices i.e. 8-8 services to the customers. This service is one of it‘s kind & is very helpful forthe customers who are in urgent need of money.5) Other Facilities to the Customers & Employees: ICICI Bank also provides otherfacilities like drinking water facilities, proper sitting arrangements to the customers. And thereare 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. 67 SESSION 2011-12
  • 68. Weakness 1) High Bank Service Charges: ICICI bank charges highly to customers for the servicesprovided by them when compared to other bank & that is why it is only in the reach of higherclass 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. 68 SESSION 2011-12
  • 69. OPPORTUNITIES1) Bank –Insurance services: The bank should also provide insurance services. That meansthe bank can have a tie-up with a insurance company. The bank will advertise & promote thedifferent policies introduced by the insurance company & convince their customers to buyinsurance policies.2) Increase in percentage of Returns on increase: The bank should provide higher returnson deposits in comparison of the present situation. This will also upto large extent help thebank earn profits & popularity.3) Recruit professionally guided students: Bank & Insurance is a special non-aid coursewhere the students specialize in the functioning & services of the bank & also are knowledgeabout 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 likeproviding relief aid patients, funding towards natural calamities. But this falls in the 4thquadrant so the bank should neglect it. 69 SESSION 2011-12
  • 70. 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 equivalentfacilities like ICICI do and also ICICI do not have consistency in its international operation.2) Net Services: ICICI Bank provides all kind of services on-line. There can be easy accessto the e-mail ids of the customers through wrong people. The confidential information of thecustomers can be leaked easily through the e-mail ids.3) Decentralized Management: Each branch manager is given the authority of takingdecisions in their respective branches. The decisions made by different managers are diverseand any one wrong decision can laid to heavy losses to the bank.4) No Proper Facilities to Uneducated customers: ICICI Bank provides all servicesthrough 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. 70 SESSION 2011-12
  • 71. RESEARCH METHODOLOGYData 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 relatedmagazines and newspapers.The second part of the study has been done using an exploratory research process and astructured questionnaire was developed for this purpose. For the collection of primary datathis was the only method used. The reason I used this method is because a need was felt forthe free influx of information about the products. Also this method allowed the use of skillsgained in class.Sample Design:The population considered for the purpose of the survey was people residing in Delhi and theNational Capital Region (NCR).Sampling Technique Used:Since the information required was not of a very technical nature and also looking at thescope of the project and the extent of the target segment, the sampling technique employedwas Convenience Sampling. I administered the questionnaires.Sample Size:I have restricted the sample size to 50 respondents. This was done keeping in mind the timeconstraints and the fact that I felt that this number would be enough to serve the informationneeds required to show the trends. 71 SESSION 2011-12
  • 72. Customer Satisfaction:Customer satisfaction is equivalent to making sure that product and service performancemeets customer expectations. It is the perception of the customer that the outcome of abusiness transaction is equal to or greater than his/her expectation. Customer satisfactionoccurs when the acquisition of products and /or services provides a minimum negativedeparture from expectations when compared with other acquisitions and when the marginalutility of a transaction is equal to or greater than preceding acquisitions.Customer satisfaction occurs when the perception of the reward from the purchase of goods orservices by the customer meets or exceeds his/her perceived sacrifice. The perception is aconsequence of matching past purchase and consumption experience with the currentpurchase.Customer Service and Satisfaction:When we talk about customer service and/or satisfaction, we talk about creativity. Creativityallows us to handle or diffuse problems at hand or later on rather in the process of conductingthe everyday business. We talk about how, or what, does the organization have to do to gainnot only the sale but also the loyalty of the customer. We want to know the payoff of thetransaction both in the short and long term. We want to know what our customers Want? Wewant to know if our customers are satisfied. Satisfaction, Of course, means that what wedelivered to a customer met the customer‘s Approval. We want to know if customers aredelighted and willing to comeBack, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in theirwritings. Fleiss has written about Ben and Jerry‘s ice cream and Feldman has discussedexcellence in a cab ride. As important as delightfulness is, some of us minimize it, or eventotally disregard it. At this point, we fail. Some of the issues that will guarantee failure insales, satisfaction, and loyalty are: 72 SESSION 2011-12
  • 73. 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 understand customer expectation levels concerning quality. We must alsounderstand the strategy for customer service quality, and next we must understand themeasurement 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 isworth emphasizing that a customer can be the immediate, intermediate, or ultimate customer.Also, a customer may be a person or persons, or a process or processes. Customersatisfaction, however, is when the customer is satisfied with a product/service that meets thecustomer‘s needs, wants, and expectations.There are at least three levels of customer expectations about quality:Level 1. Expectations are very simple and take the form of assumptions, must have, or take itfor granted. For example, I expect the airline to be able to take off, fly to my destination, andland safely. I expect to get the correct blood for my blood transfusion and I expect the bank todeposit 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 ofsatisfaction through meeting the requirements and/or specifications. For example, I expect tobe treated courteously by all airline personnel. I went to the hospital expecting to have myhernia repaired, to be in some pain after it was done, to be out on the same day, and to receivea correct bill. And I went to the bank expecting the bank teller to be friendly, informative, andhelpful with my transactions.Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind ofdelightfulness or a service that is so good that it attracts me to it. For example, an airline gives 73 SESSION 2011-12
  • 74. passengers traveling coach class the same superior food service that other airlines provideonly for first-class passengers. In fact, I once took a flight where the flight attendants actuallybakedcookies for us right there on the plane. When I went to the hospital, I expected staff to treatme with respect and they carefully explained things to me. But I was surprised when theycalled me at home the next day to find out how I was doing. And at my house closing, thebank officer, representing the bank holding my mortgage, not only treated me with respectand answered all my questions about my new mortgage, but just before we shook hands toclose 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. 74 SESSION 2011-12
  • 75. COMPANY’S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS: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; Encourage market forces, through competition, to achieve higher operating standards; Promote a fair and cordial relationship between you and your bank; Foster confidence in the banking systemTo 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 . 75 SESSION 2011-12
  • 76. To Help You Use Your Account Or Service By: Providing you regular appropriate updates. Keeping you informed about changes in the interest rates, charges or terms and conditions.InformationYou can get information on interest rates, common fees and charges through any one of thefollowing: 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.Before You Become a Customer we will: give you clear information explaining the key features of the services and products you tell us you are interested in; give you information on any type of products and 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; 76 SESSION 2011-12
  • 77. 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 make sure that all advertising and promotional material is 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 77 SESSION 2011-12
  • 78. take appropriate steps to investigate and to handle the complaint and to make good theloss.Privacy and ConfidentialityWe will treat all your personal information as private and confidential [even whenyou are no longer a customer], and shall be guided by the following principles andpolicies. 78 SESSION 2011-12
  • 79. Data Analysis1. WHICH OF THE FOLLOWING ATTR IBUTES COMPELLED YOU To MOSTOPEN SAVING ACCOUNT IN ANY BANK? People Like To Open an A/c 10% 37% ATM 21% CHEQUE BOOK Internet Banking 15% 17% working Hour Value added Services2:-Which TYPE OF SERVICE PREFERS THE MOST by you? services prefer most by customer 5% ATM 15% 50% Net Banking Core Banking 20% Mobile Banking Retail Banking 79 SESSION 2011-12
  • 80. 3:-Which of following banks do you have account? Customer Having Bank A/C 25 20 20 15 11 Customer Having Bank 10 8 A/C 6 5 5 0 SBI ICICI Axis Hdfc Others4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK? Customer Having A/C 60 50 50 40 43 30 20 Customer Having A/C 10 10 12 0 Saving Current Fixed Others Deposit 80 SESSION 2011-12
  • 81. 5:-How many services offered by your banks have been Used By you? Customer Using Services Offered by Their Bank 50 47 40 30 27 Customer Using Services 20 Offered by Their Bank 22 19 10 0 Demat A/C Matual Fund E- tasaction LI & GI6:-How would you know about these services? Awareness Others 14% Adtiesment Selling agent 36% 21% Friends & Relative 29% 81 SESSION 2011-12
  • 82. 7:-What the people think about the Banks? People Think About Bank Security Saving Imposition of a burden of expenses Others 7% 11% 49% 33% 8:-What a respondent see in purchase of new plan from Banks? Peope See In Perchasing New Plan Standing and Advertisement goodwill of the being released company by the company Services being 41% 18% given by the company 28% Product range of the company 13% 82 SESSION 2011-12
  • 83. 9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? Services Yes No Can`t Say 17% 38% 45%10:-Do you know what type of value added services provide by ICICI BANKS? Awareness About Value Add Services 60 50 50 40 30 31 31 Awareness About Value 20 Add Services 10 16 11 0 Young Star Senior Recurring Others Pre-Paid Citizen Deposits Cards 83 SESSION 2011-12
  • 84. 11:-How would you rate product offered ICICI Bank than other? Very Good Good Moderate Less PoorRating 5 4 3 2 1 Product Range Very Good Good Moderate Less Poor 8% 13% 34% 17% 28% 12:-How would you rate product service / product vs. cost by ICICI Bank? Cost Very High High Moderate Less 11% 14% 30% 45% 84 SESSION 2011-12
  • 85. 13:-How would you divide 100 points on the basis of service provide by ICICI Bank? Services Provided by Bank Less formality Flexibility Less documentation others 8% 28% 21% 43%14:-How would you rate services offered by ICICI Bank? Extremely Dissatisfaction Satisfaction Extremely 8% Satisfaction 12% Dissatisfaction 26% Satisfaction 34% Moderate 20% 85 SESSION 2011-12
  • 86. COMPARISON OF ICICI WITH SBIICICI bank is the largest private sector bank in India and the second largest commercial bankin India. It has branches all over India and even in smaller towns in South India after thetakeover of Bank of Madurai. The bank also has foreign subsidiaries like ICICI bank, Canadain 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 offer better foreign exchange rates for lower amounts compared to other services. 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 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 hours , between 6 pm - 7.30 pm, customers sometimes have to wait for 15-20 minutes on some days, to access the ATM. 86 SESSION 2011-12
  • 87. Since ICICI bank was established after 1991 it offers online banking where you cancheck the balance in your account any time. The interface for savings accounts ismuch better and user friendly compared to that for their roaming current accountHowever, unlike other banks like HDFC bank, their online bank statement does notindicate the branch at which the amount is deposited. The information is available inthe 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, thesystem 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 basebranch can be made at no cost. For additional cash deposits, the bank charges therecipient Rs 100 (+ service tax) per deposit, irrespective of the amount deposited.When the bank implemented this change, the ICICI bank customers were notinformed about the revision in the charges. For outstation cheques, ICICI bankcharges a minimum of Rs 30 (+ service tax) for savings accounts . This is veryinconvenient for account holders in small towns, who receive the dividend warrantpayable in major cities only. These warrants can be for small amounts like Rs 20. Forsalary accounts, the minimum AQB required is zero and you retain the account evenafter you leave the job. If your AQB is more than Rs 100000, you get a free at parchequebook. For an AQB of more than Rs 500000 (fixed deposit + savings accountbalance), you are eligible for private banking services. For non maintenance ofaverage quarterly balance, not only do they deduct Rs 750 from your balance, theyalso deduct an additional service tax.Many of the ICICI bank customers are salary account holders, who are forced by theiremployers to open an account with ICICI bank to receive their salary. The account isopened at a branch which is convenient for the employer, but extremely inconvenientfor 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 87 SESSION 2011-12
  • 88. concerned person may or may not be available. For savings account customers if yousend 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 fixeddeposit, if it exceeded Rs 15000. With the decline in interest rates for loans,providing this facility is no longer profitable for the bank. You now have to give anapplication at the branch if you wish to continue with this facility now. The form formaking the application was sent along with the monthly bank statement. You canalternately open a recurring deposit, where a fixed amount is added to your fixeddeposit every month.Making a new Fixed Deposit with ICICI bank for current accounts is extremely timeconsuming, especially when compared to HDFC bank. They will insist that youwithdraw cash from your account for making the FD. Since withdrawals of amountsmore than Rs 25000 are subject to cash withdrawal tax, for larger amounts , you willhave to split the fixed deposit and visit the branch on 2 different days. ICICI bank isprobably the only bank in India where they will not accept a ICICI bank cheque formaking a fixed deposit. We had given a cheque with the fixed deposit form , but thebank officer insisted that we pay cash. She said she would fill the form for us, but shedid not select the options which were initially indicated, causing further problems forus.(SBI) is the largest public sector bank in IndiaSBI has branches and ATMs all over India, details of which are available at theirwebsite. State Bank of Hyderabad, State Bank of Patiala, State Bank of Saurashtra,State Bank of Bikaner and Jaipur ,State Bank of Indore, State Bank of Mysore andState Bank of Travancore are the seven subsidary banks of SBI. As of March 2006,SBI holding in these banks varies from 74% to 100% , but is likely to decrease infuture. SBI has one of the largest network of ATMs in the Asia Pacific region. Many 88 SESSION 2011-12
  • 89. branches of State Bank of India are computerized. In places where the Reserve Bankof India, (RBI) the central bank of India does have an office, SBI carries out many ofits functions. SBI timings vary according to location, for example the Powai, Mumbaibranch of State Bank of India is open between 10.15 am to 2pm (Monday-FridayYou can open a public provident fund (PPF) account at any State Bank of Indiabranch. PPF accounts are one of the few savings instruments which offer a high taxfree interest rate of 8% per year. All deposits made on or before 5th of a month earninterest for the entire month. If you deposit a cheque in your PPF account on the 5thof the month, you will get interest for the month, though your account may be debitedat a later date. The interest is credited to the account at the end of the accounting yearin India.If you know an agent who is registered with that particular branch of State Bank , hewill pay you back, a part of the commission he receives from the bank. So you can getback 0.5% - 0.6% of the amount deposited immediately by cash. Usually larger theamount, 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. Theagents copy has to be given to the agent and he will give part of the commission.Earlier financial services firm like Blue-chip in Mumbai, would also give acommission 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 maximumamount is Rs 70000. This investment has a lock in period of 15 years. No withdrawalsare allow till 6 years after account opening and one withdrawal is allowed per yearthere after. It offers rebate under section 80C and the interest is tax free under section10C.For cash withdrawals, you can either use a withdrawal slip or cheque. If an account isinactive for a long time, State Bank of India does not charge any fee for reactivation.However, they have a verification process, which may take a long time. Payment 89 SESSION 2011-12
  • 90. of income tax, advance tax, sales tax can be done at SBI branches. Foreign currencydrafts can also be obtained at the branches. Since SBI offers a variety of bankingservices, their branches are usually very crowded.State Bank of India has increase home loan interest rates by 25-75 basis points. Alsono fixed rate loans will be available for periods more than 10 years. These changeshave come into effect from March 1, 2006.SBI Railway Visa Card allows booking of railway tickets online at the IndianRailways website at zero transaction charges. Users of this credit card can get back upto 10% of ticket fare as railway points. These points can be redeemed later, likefrequent flyer miles offered by airlines. State Bank of India is the largest issuer ofdebit cards (Maestro) in IndiaState Bank customers who have to wait a long time to process a bank transaction canregister their complaint through a touch screen device for customer feedback serviceat the branch. The information is recorded and processed in the central server. As ofMarch 2006, it is implemented in 10 branches of SBI in Mumbai. When SBIemployees go on strike, the Reserve Bank of India takes over all clearing operations.However, banking operations are affected since SBI has nearly 30% of the totalcustomers of banks in India. Cheques/DD drawn on SBI was not cleared due to thestrike. All government taxes like income tax, sales tax, service tax can be paid at anybranch of SBI.State Bank of India has 52 foreign offices in 34 countries including Australia, UK,USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal, and Bhutan Sri Lanka. These areuseful for foreign trade transactions like opening of Letter of Credit COMPETITIVE SWOT ANALYSIS WITH ICICI BANK 90 SESSION 2011-12
  • 91. STRENGTHS WEAKNESSESOP S – O Strategies W – O StrategiesPO Strength: Large Capital base. Weakness: WorkforceRT Opportunity: Market Expansion. Responsiveness.UN Opportunity: Outsourcing of Non –I Strategy: Deep Penetration into Core Business.TI Rural Market. Strategy: Outsource CustomerE Care & other E-Helps.S S – T Strategies W – T StrategiesTH Strength: Low operating costs Weakness: Not Equal toR International Standards.EA Threat: Increased Competition Threat: Entry of many ForeignT from others Pvt. Banks. Banks.S Strategy: Steps to Ensure Loyalty by old Strategy: Consider additional Customers. benefits 91 SESSION 2011-12
  • 92. FINDINGS, SUGGESTIONS & CONCLUSIONFindings:1. It was found from the study that bank believes in quality service rather than quantity ofservice.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 with innovative offers.10. The bank is very keen to implement 5s plan in all its branch.11. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a littledecreasing 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 shown better utilization of cash portfolio 14. ICICI bank Interest expences to interest earned remains the same Over 2 Years whereasSBI 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 itwas on the rising side in SBI.17. Interest income to total funds shows rising mode in ICICI whereas In SBI more or less itremains at the level; The ratio of interest expenses to total funds shows an increase in Valuein 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 Yearswhereas in SBI at shows a decline. 19. The stock witness some selling pressure in the coming days in ICICI Bank . 20. The continuation pattern negates immediate bearish momentum on the stock and itsadvisable to buy at declines. Short term investor can initiate a buy above 500 with a target of560 - 570. 92 SESSION 2011-12
  • 93. SUGGESTIONS A. Best play in a buoyant environment - Favorable macro, buoyant Market - relatedrevenues and a benign environment for asset quality. 1· ICICI -as a player focused on maintaining and /or improving Market share in keybusiness segments, particularly retail lending- Will, in our view, benefit immensely form apositive operating Environment. 2. ICICI is viewed as it is benefited from the procyclicality effect of The economic cycle asits borrowers in the legacy project financing Activity witnessed their debt servicing abilityincreasing considerably. It is believed that the profitability of this segment has improved as aResult of lower loan loss provisions and lower taxable rates of Income from this source.Expectations is on the procyclical benefit ,To continue and hence profitability of legacylending to be sustained At levels seen earlier.3. Market related revenues is believed to contribute 14% - 15% to ICICIBs operatingrevenues and have boosted its preprovision RoAA. Buoyant environment to sustain thecontribution from market -related 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 position across customer Categories in retaillending.The strong market position and robust Demand for consumer financing vestssignificant 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 lendingbuffers ICICBs profitability from Potential shocks in the banks funding cost. 7. ICICB has an adverse mismatch profile between assets and Liabilities. High volatility ininterest rates could adversely effect Profitability in the short term; however, as the back bookgets Reprised at new lending rates upon maturity, the banks NIM will Likely showimprovement. 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 therelative valuation appeal. It is not so much about ICICIB versus HSFC or HDFCB, but aboutTheir respective operating metrics and growth conditions. Market Has rewarded bothstrategies: ICICIBs broad-based strategy allows capturing value across the Value chain in a 93 SESSION 2011-12
  • 94. customer segment; and ICICIB, like other large players in the private sector, enjoysFavorable conditions arising from a restrictive regulatory/policy Environment towards newentrants and foreign banks and slow Pace of reforms for state-owned banks is believed.B. Increasing contribution from strategic investments - Yet another driver1. The value accruing from subsidiaries to be 17% of ICICIBs Current marke capitization.This to rise to 20% of ICICIBs target Price over the next 12 months is expected with bankingand life Insurance being the key drivers.2. The life insurance business of ICICIB has been incurring losses On an accounting basisdue to continued investment in expznding The scale and scope of the business. The lifeinsurance business is Believed in creating wealth for its shareholders through market Sharegains, increasing penetration of life insurance and improving operating efficiency.3.S The asset management and venture capital fund of ICICB makes A negligiblecontribution currently; however, these businesses is Believed to hold significant upsidepotential as they achieve scale Economies. 94 SESSION 2011-12
  • 95. ConclusionThus, ICICI has been able to use technology to provide value-added service to its customersduring the last few years. For ICICI, technology is an integral part of their business.However, their overall progress could have been smoother but for certain internal andextraneous 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 fundamentallychanging the banking industry worldwide. To day, the click of the mouse offers customersbanking services at a much lower cost and also empowers them with unprecedented freedomin choosing vendors for their financial service needs. No country today has a choice- whetherto 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 andservices to remain competitive. The invasion of banking by technology has created aninformation age and commoditization of banking services. ICICI have come to realize thatsurvival in the new e-economy depends on delivering some or all of their banking services onthe Internet while continuing to support their traditional infrastructure. The rise of E-bankingis redefining business relationships and the most successful banks will be those that can trulystrengthen their relationship with their customers. Without any doubt, the international scopeof E-banking provides new growth perspectives and Internet business is a catalyst for newtechnologies and new business processes. 95 SESSION 2011-12
  • 96. Bibliographywww.rbi.org.inwww.moneycontrol.comwww.nseindia.comwww.icicibank.comwww.google.comEconomic timesBusiness world 96 SESSION 2011-12
  • 97. Confidential QuestionnaireDear SIR/MADAM, I am conducting survey on ICICI. I shall be very thankful to giveyour 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—5555+ Occupation: Journalist Student Professional Retired Person Technical expert Other, please specify: Income: ≤ 1 laces 1—3 laces 3—5 laces 5—7 laces 7—10 laces+10 laces1:-WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPENBANK?(a) ATM cum DEBIT Cards(b) Cheque Book(c) Internet Banking/ Phone Banking(D) Working Hours(e) Value Added Services2:-Which TYPE OF SERVICE PREFERS THE MOST by you?(a) ATM SERVICE 97 SESSION 2011-12
  • 98. (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(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 98 SESSION 2011-12
  • 99. (d) LI & GI(e) Digitally Signed Statement6:-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 ________________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 company9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?(a) Yes(b) No(c)Can`t Say 99 SESSION 2011-12
  • 100. 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)-other11:-How would you rate product offered ICICI Bank than other? Low 1 – 2 – 3 – 4 – 5 High12:-How would you rate product service / product vs. cost by ICICI Bank? Low 1- 2 -3 -4 -5 High13:-How would you divide 100 points on the basis of service provide by ICICI Bank?(a)-Less formality(b)-Flexibility(c)-Less documentation(d)-others14:-How would you rate services offered by ICICI Bank?(a) Extremely Satisfied(b) Satisfied(c) Moderate(d) Dissatisfied(e) Extremely Dissatisfied15:-Would you like any recommendation to ICICI Bank? 100 SESSION 2011-12
  • 101. 101 SESSION 2011-12