The document discusses change management at ICICI bank. It summarizes that K.V. Kamath replaced the CEO in 1996 and shifted ICICI's focus from a development bank to a market-driven conglomerate. This initiated major organizational changes. ICICI faced challenges of limited expertise, average customer service, and ignorance of new sectors. It addressed this through training programs, performance-linked rewards, transparent appraisals, and a compensation review. ICICI also merged with Bank of Madura which caused cultural integration issues that were tackled through various employee-focused initiatives.
Employee First, Customer Second (EFCS) is a radical new philosophy of HCL Technologies.
Through this philosophy the aim was to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value driven culture.
For more information. please visit www.employeefirst.in
Description of change management at Netflix in the year 1999 and 2007. References taken from multiple case studies and articles available (open source) online.
The contents include change timeline, perspectives on change, forces of change, change methodology and change levers.
Employee First, Customer Second (EFCS) is a radical new philosophy of HCL Technologies.
Through this philosophy the aim was to create a unique employee organization, drive an inverted organizational structure, create transparency and accountability within the organization, and encourage a value driven culture.
For more information. please visit www.employeefirst.in
Description of change management at Netflix in the year 1999 and 2007. References taken from multiple case studies and articles available (open source) online.
The contents include change timeline, perspectives on change, forces of change, change methodology and change levers.
Dave Carrol, a musician traveled in United Airlines and finds his Guitar being broke due to poor cargo handling. The case tells about the events that followed and how United Airlines responded back and the customer service that was given to Dave and how he responded back.
STRATEGIC MARKETING "SBU" AND "BCG MATRIX" OF HAVELLS NavendraDubey
Different "Strategic Business Units"(SBU) and BCG matrix are prepared on the basis of companies and industries data. BCG matrix helps anorganization to identify its business which are best for them and which businesses are to be harvested or discontinued.
The aim to make this presentation was to analyze one of the episodes from Shark Tank. It is a business-themed show that has become a culturally defining series and inspires young entrepreneurs to dream bigger.
Dave Carrol, a musician traveled in United Airlines and finds his Guitar being broke due to poor cargo handling. The case tells about the events that followed and how United Airlines responded back and the customer service that was given to Dave and how he responded back.
STRATEGIC MARKETING "SBU" AND "BCG MATRIX" OF HAVELLS NavendraDubey
Different "Strategic Business Units"(SBU) and BCG matrix are prepared on the basis of companies and industries data. BCG matrix helps anorganization to identify its business which are best for them and which businesses are to be harvested or discontinued.
The aim to make this presentation was to analyze one of the episodes from Shark Tank. It is a business-themed show that has become a culturally defining series and inspires young entrepreneurs to dream bigger.
Human Resource Management practices in Mobilink Saeed Ur Rahman
This presentation is made by Saeed ur Rahman student of COMSATS Institute of Information Technology which may be helpful in understanding HR practices in Mobilink.
The main objective of this presentation is to encourage openness to change in the workplace. It will help you understand what are the steps to leading successful cultural change and go over some case studies of successful, semi-successful, and unsuccessful change within organizations.
In this session we look at some of the ways in which sustainable operations improvement can be embedded in a production environment. We'll talk about some of the common pitfalls that cause programs to falter, and explore a simple model for structuring successful sustained improvement.
At the completion of both sessions you will understand a simple tool for assessing the quality and effectiveness of your processes, and be ready to apply it next week.
Understand the key components to sustainability
Create a set of processes for linking vision to daily life
Understand how to apply the tool in your site, next week
Organizational Change
Forces for Change
Case Study – General Motors
Planned vs Unplanned Change
Case Study – Coca Cola
Resistance to Change
Dealing with Resistance
Case Study – Uber
Approaches to Change Management
Case Study – Merger of ING Vysa and Kotak Mahindra Bank
Welcome to TechSoup New Member Orientation and Q&A (May 2024).pdfTechSoup
In this webinar you will learn how your organization can access TechSoup's wide variety of product discount and donation programs. From hardware to software, we'll give you a tour of the tools available to help your nonprofit with productivity, collaboration, financial management, donor tracking, security, and more.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
2024.06.01 Introducing a competency framework for languag learning materials ...
Mc ppt
1. The Change Management
At ICICI
Submitted to..
Prof. Sonika Sharma
By…
Group 3
Abhay Kumar (301)
Abhijit Sah (302)
Chandan Yadav (317)
Ved Prakash Yadav (355)
Vikas Kumar (356)
Vivek Kumar (359)
2. Concept of Case
• ICICI was established by the Government of India in 1955
to promote industrial development
• K.V. Kamath replaced Narayan Vaghul in May 1996 as the
CEO of ICICI.
• Emphasis changed from a development bank mode to that
of a market driven financial conglomerate
• Initiated a lot of Organizational changes immediately to
make ICICI a financial powerhouse.
3. Cont…..
• ICICI had major Plan of expanding , this was
expected to bring with it further challenges as well
as potential change management issues.
• But the organization had successfully managed to
handle the employee unrest following Kamath’s
appointment
• By the end of 2000, ICICI emerged as one of the
largest financial institution of India.
4. Key Problem Areas
• Limited expertise: Disbursing 8 year loans to big
players
• ICICI was neither a low cost player nor a differentiator
in terms of customer service
• Ignorance regarding the lending practices in newly
opened sectors like infrastructure.
• Fear of unknown and Fear of inability
5. 1st level Changes & Challenges
at ICICI
The creation of the IIG,O&G,PTD and SPG(new skill sets).
FOCUS ON CUSTOMERS
1. Major Client Group (MCG)
• Staff: 30 – 40
• Handled top 100 clients
2. Growth Client Group (GCG)
• Staff: around 60
• Handled mid-size companies
3. Personal Finance Group
6. Effect of such changes
• MCG & GCG issue –more scope in MCG(working in
MCG offered better exposure and bigger orders.
• New groups took on the key tasks, a majority of the
work, along with a lot of good talent, shifted to the
corporate center.
• Zonal offices continued to do the same work
disbursing loans to corporate in the same region and
the importance is diminished.
7. Steps Taken
• Training programs were conducted.
• Rewards on Group Performance rather than on individual
performance.
• Selection of Star performer award was made transparent.
• ICICI also reviewed the compensation structure in place.
• 360-degree appraisal system was introduced.
8. 2nd level Changes at ICICI
• ICICI Bank was merged with Bank of
Madura (BOM)
9. Issues related to this changes
• There were large differences in the two entities.
• BoM merger lead to huge cultural differences
in the organization.
• BoM employees feared regarding their
positions coming under scrutiny
10. Steps Taken
• Performance management
• Cultural integration
• Employee behavior pattern study
• Employee communication
• Training
• Promotional schemes
11. Theoretical analysis
Transformation Change
• ICICI have undergone through Transformational change
because the company have made big changes.
• The bank has a huge change in its structure from a
development bank mode to that of a market-driven financial
conglomerate.
• Merger with BOM to increase working in rural population.
12. Continuous Development Cycle
'Post-Merger' Employee Behavioural Pattern’
Period Employee Behaviour
Day 1 Denial, fear, no improvement
After a month Sadness, slight improvement
After a Year Acceptance, significant improvement
Relief, liking, enjoyment, business
After 2 Years
development activities
13. Recommendations and
solution
• Training Program were conducted and various
department were set up to increase the efficiency and
expertise.
• The department like MCG, GCG, and personal finance
group is created to increase the customer services.
• The ignorance regarding the newly open sector was
solved by creation of IIG, PTD, SPG, O&G
departments.
• The 'fear of the unknown' was tackled with adept
communication and the 'fear of inability to function'
was addressed by adequate training.
Editor's Notes
ICICI had limited expertise, with its key activity being the disbursement of eight-year loans to big clients like Reliance Industries and Telco through its nine zonal offices. In effect, the company had one basic product, and a customer orientation, which was largely regional in nature. The Indian commercial banks' cost of funds was much lower, and the foreign banks were much savvier when it came to understanding customer needs and developing solutionsFear of unknown:-While the zonal offices continued to do the same work - disbursing loans to corporate in the same region - their importance within the organization seemed to have diminishedfear of inability:-
2) The change program was initiated within the organization, the first move being the creation of the 'infrastructure group (IIG),' 'oil & gas group (O&G),' 'planning and treasury department (PTD)' and the 'structured products group (SPG)', as the lending practices were quite different for all of these. Kamath picked up people from various departments, who he was told were good, for these groups. The approach towards creating these new skill sets, however, led to one unintended consequence. As these new groups took on the key tasks, a majority of the work, along with a lot of good talent, shifted to the corporate center. While the zonal offices continued to do the same work - disbursing loans to corporates in the same region - their importance within the organization seemed to have diminished. An ex-employee remarked, "The way to get noticed inside ICICI after 1996 has been to attach yourself to people who were heading these (IIG, PTD, SPG, O&G) departments. These groups were seen as the thrust areas and if you worked in the zones it was difficult to be noticed."Refuting this, Kamath remarked, "This may be said by people who did not make it. And there will always be such people." Some of the people who did not fit in this set-up were quick to leave the organization. However, this was just the beginning of change-resistance at ICICI. Another change management problem surfaced as a result of ICICI's decision to focus its operations much more sharply around its customers. In the system prevailing, if a client had three different requirements from ICICI,3 he had to approach the relevant departments separately. The process was time consuming, and there was a danger that the client would take a portion of that business elsewhere. To tackle this problem, ICICI set up three new departments: major client group (MCG), growth client group (GCG) and personal finance group. Now, the customer talked only to his representative in MCG or GCG. And these representatives in turn found out which ICICI department could do the job. Another change management problem surfaced as a result of ICICI's decision to focus its operations much more sharply around its customers. In the system prevailing, if a client had three different requirements from ICICI,3 he had to approach the relevant departments separately. The process was time consuming, and there was a danger that the client would take a portion of that business elsewhere. To tackle this problem, ICICI set up three new departments: major client group (MCG), growth client group (GCG) and personal finance group. Now, the customer talked only to his representative in MCG or GCG. And these representatives in turn found out which ICICI department could do the job. Though the customers seemed to be happy about this new arrangement, people within the organization found it unacceptable. In the major client group, a staff of about 30-40 people handled the needs of the top 100 customers of ICICI. On the other hand, about 60 people manned the growth client group, which looked after the needs of mid-size companies. Obviously, the bigger clients required more diverse kinds of services. So working in MCG offered better exposure and bigger orders. The net effect was that the MCG executive ended up doing more business than the GCG executive. A middle-level manager at ICICI commented, "The bosses may call it handling growth clients but the GCG manager is actually chasing non-performing assets (NPA)4 and Board of Industrial and Financial Restructuring (BIFR)5 cases." Kamath was quick to deny this allegation as well, "Just because somebody is within the MCG does not guarantee him success. And these assignments are not permanent. Today's MCG man could easily by tomorrow's GCG person and vice-versa." 3) The manner, which ICICI recognized an individual's efforts - the feedback process - was also questioned. A manager remarked, "Last year the bonuses varied from Rs 30,000 to Rs 250,000 depending on the performance. In many cases the appraisal scores were same but the bonus amount was not. And we were not told why."4---With Kamath's stated objective to make ICICI provide almost every financial service, separating the customer service people from the product development groups was another problem area. In the current scheme of things, an MCG or GCG person acted as a clients' representative inside ICICI. The MCG or GCG person understood the client's need and got the relevant internal skill department to develop a solution. Unlike foreign banks, there were no demarcations between these internal skill groups and client service person. (Demarcation helped in preventing an internal skills person from cannibalizing business being developed by the client service group.) With no such systems in place at ICICI, this distorted the compensation packages between the competing divisions.
There were large differences in profiles, grades, designations and salaries of personnel in the two entities.
The 'fear of the unknown' was tackled with adept communication and the 'fear of inability to function' was addressed by adequate training.