Business

2. • Introduction about ICICI Bank.
• Time Motion Analysis of Relationship Managers.
• Objectives and Nature of the Project Work.
• Steps followed for the time motion analysis.
• Causes for Delay & Errors.
• Suggestions to enhance Productivity.
• Learnings from the Internship.

3. • The full form of ICICI is Industrial Credit and Investment
Corporation of India. It was established in 1955 at the initiative of
the World Bank, the Government of India, and representatives of
Indian industry.
• The principal objective was to create a development financial
institution for providing project financing to Indian businesses.
• It provides a huge variety of products to its customers. Due to its
supreme functionality and core values, it has obtained a second-
largest position in India in banking services.
• The bank has a network of 5,275 branches and 15,589 ATMs
across India and has a presence in 17 countries.
• Net Income - US$3.4 billion, 2022.
• Number of employees: 97,354 (2020)

4. 01 02 03
When they were initially
introduced in the 19th century
and early 20th centuries, time
and motion studies created
rules of motion that
guaranteed best performance
during a certain time period
and minimised the number of
movements required to
complete job.
Many industries have
conducted time and motion
studies throughout the years to
determine how long it takes to
complete a given task and to
improve it by setting
production targets and
eliminating superfluous stages
in a process.
A time study can establish a
baseline from which to drive
improvement efforts or define
a performance benchmark

5. Over time, or by measuring the work of several people, a
general understanding of how long the work takes can
be obtained, which is sufficient to get started.
These standards are vital because overall performance
cannot be evaluated fairly without them.Because time
analysis is costly in terms of both lost work time and the
harnessing of employee trust and engagement, care
must be taken in planning them.
It is important to articulate the reasons for doing a time
study in writing before beginning. This is important for
setting goals and for communicating to employees.

6. OBJECTIVE 1- BASELINE TO DRIVE
IMPROVEMENTS.
OBJECTIVE 3-SUGGEST areas of
improvement.
OBJECTIVE 2-DOCUMENT ROOT
CAUSES FOR DELAY.
OBJECTIVE 4-UNDERSTANDING ROLE
OF DIGITIZATION .

7. Identification of key profiles .
Breaking down the major activities , individual
tasks performed and their frequency.
Time motion observation of employees .
Unstructured interview with the RM to identify
bottlenecks.
Computation of the average time taken per task.
• This is an exploratory research based on the inputs which
have been collected from the employees of ICICI .
• Observations and findings have been mentioned on the
basis of unstructured interviews with the employees of
selected profiles i.e., Relationship Manager (erstwhile
Privilege Banker) and Branch Manager.
• Moreover, the detailed raw data analysis was performed
using random sampling method from a sample of
Relationship Managers to find out the challenges faced by
them to provide recommendations in areas that could
enhance their productivity and overall performance.
• Apart from this, in order to make an in-depth analysis,
secondary research has been performed to make the report
more conclusive.

8. TIME SPENT ACROSS VARIOUS
ACTIVITIES

9. •
•
LONG-TERM CUSTOMERS ARE
MORE LIKELY TO BECOME A
REFERRAL SOURCE.
CRM HELPS LEVERAGE A 360-
DEGREE VIEW OF EVERY
CUSTOMER.
INSIGHTS INTO CUSTOMERS’
DATA, THUS BETTER CUSTOMER
SUPPORT SERVICE
SINGLE, UNIFIED SYSTEM TO
ACCESS A CUSTOMER PROFILE

10. 360-degree view
It tells the clients’ worth, CASA Monthly Average Balance,
Current Total Relationship Value, Product to Customer (the
number of products sold to the customer), Integrity
Relationship Value (IRV), & expected pre-provisional
Operating Profit.
CRMNext
Creation of plans and target setting based on multiple
parameters like no. of accounts, customer mix, product
mix, users, territories.Triggers could range from a simple
birthday or anniversary wish to completing incomplete
account details including PAN/Aadhaar/ nominee /address
updates, etc
1
2
3
4
MIS for Customer Relationship
Management
A PB RM uses the following MIS for
managing customers
5
5-point agenda
Opportunity MIS
On-Us Office

11. 1. 2. 3. 4. 5.
UNMAPPED
CUSTOMERS
FROM LARGE
DATABASE
LACK OF
MAINTAINED
CALL
RECORDS
LACK OF
INCENTIVE &
RECOGNITION
Causes for Delay & Errors
Only 28 percent of relationship managers follow a structured time management system. Only 37 percent of
relationship managers’ time is spent on revenue-generating activities. Only 18 percent of relationship
managers’ time is spent using their customer relationship management system (CRM).

12. OPERATIONS SALES PERFORMANCE
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13. The following suggestions are a result of the Time
Motion Analysis done on the Relationship Manager at
the Prashant Vihar , New Delhi Branch.

14. The following suggestions are a result of the Time
Motion Analysis done on the Relationship Manager at the
Prashant Vihar , New Delhi Branch.

17. Apart from my corporate learning experience, some of
the significant lessons I learned are as follows –