Sonu Final - [PDF Document] (2024)

7/30/2019 Sonu Final

1/107

SUMMER TRAINING PROJECT REPORT ON

CUSTOMER SATISFACTION

FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENTFOR THE AWARD OFTWO YEAR FULLTIME MBA PROGRAMME

Submitted to- Submitted By-

Dr.(Prof.)D.N.kakkar Sonu Kumar MauryaHead,MBA DEPT. MBA IIIrdSemIET Lucknow Roll No.: 1105270050

MBA : 2011-13

Organisation guideMr. Ravi Parmar,Relationship Manager ICICI

BANK

INSTITUTE OF ENGINEERING & TECHNOLOGY

7/30/2019 Sonu Final

2/107

7/30/2019 Sonu Final

3/107

INSTITUTE OF ENGINEERING & TECHNOLOGYSITAPUR ROAD,LUCKNOW-21(A Constitute College of G.B.T.U.)

This is certified that Mr. /Ms. Sonu Kumar Maurya ,Roll No1105270050. of MBA IIIrd

(2011-2013) batch has completed his/her Summer Training ProjectReport at

Customer Satisfaction in ICICI Bank in partial fulfillment ofthe requirement for

the award of degree of Master of Business Administration(MBA).

Dated Prof. (Dr.) DN KakkarHead

MBA DepartmentI.E.T. Lucknow

7/30/2019 Sonu Final

4/107

Preface

A summer training of 4 weeks duration is an essential part oftwo years M.B.A. course. The motive

behind the study is to gain practical knowledge regarding theoperations and activities of an

organization. An organization is defined as a group of workingtogether on coordination with other

for attainment of specific organization objectives. A majorconcern of every organization should be

to contribute positively towards the achievement of organizationobjectives. Organization

effectiveness is often equated with man agent efficiency.

In an organization like ICICI, where operation are enormous,nature of business is complex and

expenditure involved large huge, the budget analysis assumes avery special significance. My goal isundertaking the presentproject, in this way, was to study and understand the customersatisfaction in

ICICI bank and convert the theoretical practices in to thepractical working life.

7/30/2019 Sonu Final

5/107

7/30/2019 Sonu Final

6/107

Declaration

I, hereby declare that the project report, Customer Satisfactionin ICICI Bank, Lucknow

submitted by me, Sonu Kumar Maurya to Institute of Engineeringand Technology, Lucknow, is

the product of my own hard work & no part of this report hasbeen submitted for the award of any

degree, diploma, fellowship or other similar title or prizes andthat the work has not been

copied/published in any magazine.

Place: Lucknow SONU KUMAR MAURYAM.B.A.-IIIrd Sem

7/30/2019 Sonu Final

7/107

CONTENTS

Sr. 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

6History of Banking in India

10

7Bank In India

17

8 Fact Files of Banks in India 19

9 Indian Banking Industries 26

10 ICICI Bank 28

11 ICICI Group 33

12 Technology used in ICICI Bank ss39

13 Product and Customer segments 41

11 Product 44

14 SWOT Analysis 55

15 Research Methodology 57

16Company Efforts To Ensure Customer Satisfaction

59

7/30/2019 Sonu Final

8/107

17Data Analysis

69

18 Comparison With SBI 79

19 SWOT Analysis(comparative) 87

20 Questionnaire 93

21 Finding 98

22 Suggestion 99

23 Conclusion 102

24 Bibliography 103

7/30/2019 Sonu Final

9/107

EXECUTIVE SUMMARY

Private banking is a concept which is new and fast emerging inthe world of banking where changes

have become a necessity in order for banks to survive in thiscompetitive environment vis--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 a privatebanker deals into and the systematic

process involved to match client requirements with the rightkind of product.

Through this research one of the main objectives is to explorethe reason why most of the banks are

injecting private banking as business profile to their set ofservice offerings.

Though private banking evolved in late 80s in Asia, in India itsnot more than 5 years old. ICICI

started it in Aug 2002 and since then it has been a remarkablesuccess. Today there are enormous

solutions to cater client needs but what suits best to a clientis where private banking fits in. Every

client will have different needs, liking and preferences. So acustomized portfolio for every client is

the need of the day.

This research will highlight more on the product portfolio ofICICI Private Banking, how they have

changed or innovatively structured to be attractive andcompetitive.

7/30/2019 Sonu Final

10/107

BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector Banks Private sectorBanks

Foreign Banks inIndia

Regional Rural Bank

(28) (27) (29) (102)

NationalizedBank

Other PublicSector Banks(IDBI)

SBI and itsAssociates

Old PrivateBanks

New PrivateBanks

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative

Banks (55)

Scheduled State Cooperative

Banks (31)

Here we more concerned about private sector banks andcompetition among them. Today, there are

27 private sector banks in the banking sector: 19 old privatesector banks and 8 new private sector

banks.

These new banks have brought in state-of-the-art technology andaggressively marketed their products.

The Public sector banks are facing a stiff competition from thenew private sector banks.

The banks which have been setup in the 1990s under theguidelines of the Narasimham Committee are

referred to as NEW PRIVATE SECTOR BANKS.

7/30/2019 Sonu Final

11/107

INTRODUCTION

The banking section will navigate through all the aspects of theBanking System in India. It will

discuss upon the matters with the birth of the banking conceptin 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 IndianBanks Association (IBA) and top

20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been welldefined 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 bankingsystem in India. Government took

major step in the 1969 to put the banking sector into systemsand it nationalized 14 private banks in

the mentioned year. This has been elaborated in NationalizationBanks in India. The last but not the

least explains about the scheduled and unscheduled banks inIndia. Section 42 (6) (a) of RBI Act

1934 lays down the condition of scheduled commercial banks. Thedescriptions along with a list of

scheduled commercial banks are given on this page.

7/30/2019 Sonu Final

12/107

HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannothave a healthy economy. The

banking system of India should not only be hassle free but itshould be able to meet new challenges

posed by the technology and any other external and internalfactors.

For the past three decades India's banking system has severaloutstanding achievements to its credit.

The most striking is its extensive reach. It is no longerconfined to only metropolitans or

cosmopolitans in India. In fact, Indian banking system hasreached even to the remote corners of the

country. This is one of the main reasons of India's growthprocess.

The government's regular policy for Indian bank since 1969 haspaid rich dividends with the

nationalization of 14 major private banks of India.

Not long ago, an account holder had to wait for hours at thebank counters for getting a draft or for

withdrawing his own money. Today, he has a choice. Gone are dayswhen the most efficient bank

transferred money from one branch to other in two days. Now itis simple as instant messaging or

dial a pizza. Money have become the order of the day.

The first bank in India, though conservative, was established in1786. From 1786 till today, the

journey of Indian Banking System can be segregated into threedistinct phases. They are as

mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indianbanking sector Reforms.

New phase of Indian Banking System with the advent of IndianFinancial & Banking Sector

Reforms after 1991.

To make this write-up more explanatory, I prefix the scenario asPhase I, Phase II and Phase III.

7/30/2019 Sonu Final

13/107

Phase I

The General Bank of India was set up in the year 1786. Next cameBank of Hindustan and Bengal

Bank. The East India Company established Bank of Bengal (1809),Bank of Bombay (1840) and

Bank of Madras (1843) as independent units and called itPresidency 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 timeexclusively by Indians, Punjab National Bank

Ltd. was set up in 1894 with headquarters at Lahore. Between1906 and 1913, Bank of India, Central

Bank of India, Bank of Baroda, Canara Bank, Indian Bank, andBank of Mysore were set up.

Reserve Bank of India came in 1935.

During the first phase the growth was very slow and banks alsoexperienced periodic failures

between 1913 and 1948. There were approximately 1100 banks,mostly small. To streamline the

functioning and activities of commercial banks, the Governmentof India came up with The Banking

Companies Act, 1949 which was later changed to BankingRegulation Act 1949 as per amending Act

of 1965 (Act No. 23 of 1965). Reserve Bank of India was vestedwith extensive powers for the

supervision of banking in India as the Central BankingAuthority.

During those days public has lesser confidence in the banks. Asan aftermath deposit mobilization

was slow. Abreast of it the savings bank facility provided bythe Postal department was

comparatively safer. Moreover, funds were largely given totraders.

7/30/2019 Sonu Final

14/107

Phase II

Government took major steps in this Indian Banking Sector Reformafter independence. In 1955, it

nationalized Imperial Bank of India with extensive bankingfacilities on a large scale especially in

rural and semi-urban areas. It formed State Bank of India to actas the principal agent of RBI and to

handle banking transactions of the Union and State Governmentsall over the country.

Seven banks forming subsidiary of State Bank of India wasnationalized in 1960 on 19th July, 1969,

major process of nationalization was carried out. It was theeffort of the then Prime Minister of India,

Mrs. Indira Gandhi. 14 major commercial banks in the country wasnationalized.

Second phase of nationalization Indian Banking Sector Reform wascarried out in 1980 with seven

more banks. This step brought 80% of the banking segment inIndia under Government ownership.

The following are the steps taken by the Government of India toRegulate Banking Institutions in the

Country:

1949: Enactment of Banking Regulation Act.

1955: Nationalization of State Bank of India.

1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.

1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over 200crore.

After the nationalization of banks, the branches of the publicsector bank India rose to approximately

800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the publicimplicit faith and immense

confidence about the sustainability of these institutions.

7/30/2019 Sonu Final

15/107

Phase III

This phase has introduced many more products and facilities inthe banking sector in its reforms

measure. In 1991, under the chairmanship of M Narasimham, acommittee was set up by his name

which worked for the liberalization of banking practices.

The country is flooded with foreign banks and their ATMstations. Efforts are being put to give a

satisfactory service to customers. Phone banking and net bankingis introduced. The entire system

became more convenient and swift. Time is given more importancethan money.

The financial system of India has shown a great deal ofresilience. It is sheltered from any crisis

triggered by any external macroeconomics shock as other EastAsian Countries suffered. This is all

due to a flexible exchange rate regime, the foreign reserves arehigh, the capital account is not yet

fully convertible, and banks and their customers have limitedforeign exchange exposure.

7/30/2019 Sonu Final

16/107

BANKS IN INDIA

In India the banks are being segregated in different groups.Each group has their own benefits and

limitations in operating in India. Each has their own dedicatedtarget market. Few of them only work

in rural sector while others in both rural as well as urban.Many even are only catering in cities.

Some are of Indian origin and some are foreign players.

All these details and many more is discussed over here. Thebanks and its relation with the

customers, their mode of operation, the names of banks underdifferent groups and other such useful

informations are talked about.

One more section has been taken note of is the upcoming foreignbanks in India. The RBI has shown

certain interest to involve more of foreign banks than theexisting one recently. This step has paved a

way for few more foreign banks to start business in India.

Major Banks in India

ABN-AMRO Bank

Abu Dhabi Commercial Bank

American Express Bank

Andhra Bank

Allahabad Bank Bank of Baroda

Bank of India

Bank of Maharastra

Bank of Punjab

Bank of Rajasthan

Bank of Ceylon

BNP Paribas Bank

Canara Bank

Indian Overseas Bank

IndusInd Bank

ING Vysya Bank

Jammu & Kashmir Bank

JPMorgan Chase Bank Karnataka Bank

Karur Vysya Bank

Laxmi Vilas Bank

Oriental Bank of Commerce

Punjab National Bank

Punjab & Sind Bank

Scotia Bank

South Indian Bank

7/30/2019 Sonu Final

17/107

Catholic Syrian Bank

Central Bank of India

Centurion Bank

China Trust Commercial Bank

Citi Bank

City Union Bank

Corporation Bank

Dena Bank

Deutsche Bank

Development Credit Bank

Dhanalakshmi Bank

Federal Bank

HDFC Bank

HSBCICICI Bank

IDBI Bank

Indian Bank

Standard Chartered Bank

State Bank of India (SBI)

State Bank of Bikaner & Jaipur

State Bank of Hyderabad

State Bank of Indore

State Bank of Mysore

State Bank of Saurastra

State Bank of Travancore

Syndicate Bank

Taib Bank

UCO Bank

Union Bank of India

United Bank of India

United Bank Of India

United Western Bank

UTI Bank

Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all suchtypes of informations about Banking in

India in this section.

The first bank in India to be given an ISO Certification CanaraBank

The first bank in Northern India to get ISO 9002 certificationfor

their selected branches

Punjab and Sind

Bank

The first Indian bank to have been started solely withIndian

capital

Punjab National

Bank

The first among the private sector banks in Kerala to becomea

scheduled bank in 1946 under the RBI ActSouth Indian Bank

7/30/2019 Sonu Final

18/107

India's oldest, largest and most successful commercial bank,

offering the widest possible range of domestic, internationaland

NRI products and services, through its vast network in Indiaand

overseas

State Bank of India

India's second largest private sector bank and is now thelargest

scheduled commercial bank in India

The Federal Bank

Limited

Bank which started as private shareholders banks, mostly

Europeans shareholders

Imperial Bank of

India

The first Indian bank to open a branch outside India in Londonin

1946 and the first to open a branch in continental Europe atParis

in 1974

Bank of India,

founded in 1906 in

Mumbai

The oldest Public Sector Bank in India having branches allover

India and serving the customers for the last 132 years

Allahabad Bank

The first Indian commercial bank which was wholly owned and

managed by Indians

Central Bank of

India

Bank of India was founded in 1906 in Mumbai. It became the firstIndian bank to open a branch

outside India in London in 1946 and the first to open a branchin continental Europe at Paris in 1974.

7/30/2019 Sonu Final

19/107

PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India isone of the 14 major banks,which were nationalized on July 19, 1969.Its predecessor, in the Public Sector Banks, the United

Bank of India Ltd., was formed in 1950 with the amalgamation offour banks viz. Camilla Banking

Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918),Camilla Union Bank Ltd. (1922) and

Hooghly Bank Ltd.(1932).

Oriental Bank of Commerce (OBC), Government of India Undertakingoffers Domestic, NRI

and Commercial banking services. OBC is implementing a GRAMEENPROJECT in Dehradun

District (UP) and Hanumangarh District (Rajasthan) disbursingsmall loans. This Public Sector Bank

India has implemented 14 point action plan for strengthening ofcredit delivery 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

7/30/2019 Sonu Final

20/107

Dena 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

List of State Bank of India and its subsidiary, a Public SectorBanks

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

7/30/2019 Sonu Final

21/107

PRIVATE SECTOR BANKS:

Private banking in India was practiced since the beginning ofbanking system in India. The first

private bank in India to be set up in Private Sector Banks inIndia was IndusInd Bank. It is one of the

fastest growing Bank Private Sector Banks in India. IDBI ranksthe tenth largest development bank

in the world as Private Banks in India and has promoted worldclass institutions in India.

The first Private Bank in India to receive an in principleapproval from the Reserve Bank of India

was Housing Development Finance Corporation Limited, to set up abank in the private sector banks

in India as part of the RBI's liberalization of the IndianBanking Industry. It was incorporated inAugust 1994 as HDFC BankLimited with registered office in Mumbai and commencedoperations

as Scheduled Commercial Bank in January 1995.

ING Vysya, yet another Private Bank of India was incorporated inthe year 1930. Bangalore has a

pride of place for having the first branch inception in the year1934. With successive years of

patronage and constantly setting new standards in banking, INGVysya Bank has many credits to its

account.

List of Private Banks in India

Bank of Punjab

Bank of Rajasthan

Catholic Syrian Bank

Centurion Bank

City Union Bank

Dhanalakshmi Bank

Development Credit Bank

Federal Bank

HDFC Bank

ICICI Bank

7/30/2019 Sonu Final

22/107

IDBI Bank

IndusInd Bank

ING Vysya Bank

Jammu & Kashmir Bank

Karnataka Bank

Karur Vysya Bank

Laxmi Vilas Bank

South Indian Bank

United Western Bank

7/30/2019 Sonu Final

23/107

INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate,with Assets expected to reach US$1

trillion by 2010. An expanding economy, middle class, andtechnological innovations are all

contributing to this growth.

The countrys middle class accounts for over 320 million People.In correlation with the growth

of the economy, rising income levels, increased standard ofliving, and affordability of banking

products are promising factors for continued expansion.

The Indian banking market is growing at an astonishing rate,with Assets expected to reach US$1

trillion by 2010. An expanding economy, middle class, andtechnological innovations are all

contributing to this growth.

The Indian banking Industry is in the middle of an ITrevolution, Focusing on the expansion

of retail and rural banking. Players are becoming increasinglycustomer - centric in their

approach, which has resulted in innovative methods of offeringnew banking products and services.

Banks are now realizing the importance of being a big player andare beginning to focus their

attention on mergers and acquisitions to take advantage ofeconomies of scale and/or

comply with Basel II regulation.Indian banking industry assetsare expected to reach US$1

7/30/2019 Sonu Final

24/107

trillion by 2010 and are poised to receive a greater infusion offoreign capital, says Prathima

Rajan, analyst in Celent's banking group and author of thereport. The banking industry should

focus on having a small number of large players that can competeglobally rather than having a large

number of fragmented players."

7/30/2019 Sonu Final

25/107

Type Private, BSE & NSE, NYSE

Founded1955 (as Industrial credit and

Investment corporation of India)

Headquarters

ICICI Bank Ltd.,

ICICI Bank Towers,

Bandra Kurla

Mumbai, India

Key people

N Vaghul, K.V. Kamath, Chanda

Kochhar, V Vaidyanathan, MadhabiPuri

Industry

Banking

Insurance

Capital Markets and allied industries

ProductsLoans, Credit Cards, Savings,

Investment vehicles, Insurance etc.

Revenue USD 5.79 billion

Total assets Rs. 3,997.95 billion (US$ 100

billion) at March 31, 2008.

7/30/2019 Sonu Final

26/107

OVERVIEW

ICICI Bank (formerly Industrial Credit and InvestmentCorporation of India). ICICI Limited

was established in 1955 by the World Bank, the Government ofIndia and the Indian Industry, for the

promotion of industrial development in India by giving projectand corporate finance to the

industries in India.

ICICI Bank has grown from a development bank to a financialconglomerate and has become one of

the largest public financial institutions in India. ICICI Bankhas financed all the major sectors of the

economy, covering 6,848 companies and 16,851 projects. As ofMarch 31, 2000, ICICI had

disbursed a total of Rs.1,13,070 crores, since inception.

ICICI Bank Fact Files:

Total assets: Rs.146,214 crore (December 31, 2004)

Network: 530 branches

ATMs: Over 1,880

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

Representative offices: United States, China, United ArabEmirates, and Bangladesh and South

Africa.

ICICI Bank is India's second-largest bank with total assets ofabout 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 year ended March

31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31,2005). ICICI Bank has a network

of about 614 branches and extension counters and over 2,200ATMs. ICICI Bank offers a wide range

of banking products and financial services to corporate andretail customers through a variety of

delivery channels and through its specialized subsidiaries andaffiliates in the areas of investment

banking, life and non-life insurance, venture capital and assetmanagement. ICICI Bank set up its

7/30/2019 Sonu Final

27/107

international banking group in fiscal 2002 to cater to the crossborder needs of clients and leverage

on its domestic banking strengths to offer productsinternationally.

ICICI Bank (BSE: ICICI) ( Industrial Credit and InvestmentCorporation of India) is India's

largest private sector bank in market capitalization and secondlargest overall in terms of assets.

Bank has total assets of about USD 100 billion (at the end ofMarch 2008), a network of over 1,491

branches, 22 regional offices and 49 regional processingcenters, about 4,485 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 and affiliatesin the areas of investment banking,

life and non-life insurance, venture capital and assetmanagement. (These data are dynamic.) ICICI

Bank is also the largest issuer of credit cards in India. ICICIBank has got its equity shares listed on

the stock exchanges at Kolkata and Vadodara, Mumbai and theNational Stock Exchange of India

Limited, and its ADRs on the New York Stock Exchange (NYSE).

The Bank is expanding in overseas markets and has the largestinternational balance sheet among

Indian banks. ICICI Bank now has wholly-owned subsidiaries,branches and representatives offices

in 18 countries, including an offshore unit in Mumbai. Thisincludes wholly owned subsidiaries in

Canada, Russia and the UK (the subsidiary through which thehisave savings brand is operated),

offshore banking units in Bahrain and Singapore, an advisorybranch in Dubai, branches in Belgium,

Hong Kong and Sri Lanka, and representative offices inBangladesh, China, Malaysia, Indonesia,

South Africa, Thailand, the United Arab Emirates and USA.Overseas, the Bank is targeting the NRI

(Non-Resident Indian) population in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 croreon a 1.29% increase in total income to

Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007.The bank's current and savings

account (CASA) ratio increased to 30% in 2008 from 25% in2007.

7/30/2019 Sonu Final

28/107

ICICI Bank currently has subsidiaries in the United Kingdom,Russia and Canada, branches in

Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai InternationalFinance Center and

representative offices in the United States, United ArabEmirates, China, South Africa and

Bangladesh. Our UK subsidiary has established a branch inBelgium. ICICI Bank is the most

valuable bank in India in terms of market capitalization.

ICICI Bank's equity shares are listed in India on the BombayStock Exchange and the National

Stock Exchange of India Limited and its American DepositaryReceipts (ADRs) are listed on the

New York Stock Exchange (NYSE).

ICICI Bank has formulated a Code of Business Conduct and Ethicsfor its Directors and

employees. At June 5, 2006, ICICI Bank, with free float marketcapitalization of about Rs. 480.00

billion (US$ 10.8 billion) ranked third amongst all thecompanies listed on the Indian stock

exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, anIndian financial Institution, and

was its wholly owned subsidiary. ICICI's shareholding in ICICIBank was reduced to 46% through a

public offering of shares in India in fiscal 1998, an equityoffering in the form of ADRs listed on the

NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of MaduraLimited in an all-stock

amalgamation in fiscal 2001, and secondary market sales by ICICIto institutional investors in fiscal

2001 and fiscal 2002. ICICI was formed in 1955 at the initiativeof The World Bank, the

Government of India and representatives of Indian industry.

The principal objective was to create a development financialinstitution for Providing medium-

term and long-term project financing to Indian businesses. Inthe 1990s, ICICI transformed its

business from a development financial institution offering onlyproject finance to a diversified

financial service group offering a wide variety of products andservices, both directly and through a

number of subsidiaries and affiliates like ICICI Bank. In 1999,ICICI become the first Indian

company and the first bank or financial institution fromnon-Japan Asia to be listed on the NYSE.

7/30/2019 Sonu Final

29/107

In October 2001, the Boards of Directors of ICICI and ICICI Bankapproved the merger of ICICI

and two of its wholly owned retail finance subsidiaries, ICICIPersonal Financial Services Limited

and ICICI Capital Services Limited, with ICICI Bank. The mergerwas approved 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 and the ReserveBank of India in April 2002.

Consequent to the merger, the ICICI group's financing andbanking Operations, both wholesale and

retail, have been integrated in a single entity.

Free float holding excludes all promoter holdings, strategicinvestments and Cross holdings among

public sector entities.

7/30/2019 Sonu Final

30/107

BUSINESS OBJECTIVES

Vision

To be the leading provider of financial services in India and amajor global bank.

Mission

We will leverage our people, technology, speed and financialcapital to:be the banker of first choice for our customers bydelivering high quality, world-class

service. Expand the frontiers of our business globally. Play aproactive role in the full realisation of Indias potential.maintain a healthy financial profile and diversify our earningsacross businesses and

geographies. Maintain high standards of governance and ethics.Contribute positively to the various countries and markets in whichwe operate. Create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personalbanking, business banking and NRIbanking services.

Personal banking- Deposit in form of saving, recurring, termdeposit, senior citizen deposit andchildren depository account arethere for individual customer can also avail of theirhousing,automobile, farm equipment, business or personal loanscheme. Personal client can also invest inmutual funds andparticipate in stock trading through ICICI bank.

Business bankingBusiness banking services of ICICI Bank areexhaustive. Project financing, deal

assessment, and land evaluation are investment banking servicesoffered to corporate clients. Globaltrade and cash managementtransaction services facilitate remittances and receipts acrossimportantcities. Capital market and custodial services enablebusiness houses to participate in equity trading

and transfer across major stock markets of world.

7/30/2019 Sonu Final

31/107

Customer

ICICI bank targets all segment of customer with various types ofproducts and services. I interacted

with a a lot of customers and collect their feedback on thegiven services of company, 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 nearly 500,000customers under the new scheme in

the next one year and plans to offer auto loans through the newonline channel in the future, ICICI

Bank's Executive Director, V Vaidyanathan, said here.

"As of now, nearly 24 per cent of our customer transactions arehappening through internet. We are

primarily targeting our urban customers, who constitute nearly70 per cent of our total customer-

base," Vaidyanathan said.

Customers, opting for the service can also benefit from thequantum optima facility, wherein if the

balance exceeds Rs 5,000, the money will automatically betransferred to a fixed deposit scheme, he

said. The facility, which also enable customers to transactbetween an ICICI Bank account and

accounts in other banks, is being offered free of cost, he saidICICI bank, presently, has above 2

crore customers. The lender opened nearly 470 branches in thelast fiscal. The lender has also plans

to launch 'SMS n Cash' scheme later this week under which ICICIaccount holders can transfer funds

to those who do not have a bank account. ICICI bank is stronglycommitted to protecting the privacy

of its customers and has taken all necessary and reasonablemeasures to protect the confidentiality of

the customer information and its transmission through the worldwide web and it shall not be held

liable for disclosure of the confidential information when inaccordance with this privacy

commitment or in terms of the agreements, if any, with thecustomers.

ICICI bank Endeavours to safeguard and ensure the security ofthe information provided by the

customer. ICICI bank uses 128-bit encryption, for thetransmission of the information, which is

currently the permitted level of encryption in India. When theinformation provided by the customers

is not transmitted through this encryption, the customer'ssystem (if configured accordingly) will

display an appropriate message ensuring the best level ofsecrecy for the customer's information.

The customer would be required to cooperate with ICICI bank inorder to ensure the security of the

information, and it is recommended that the customersnecessarily choose their passwords carefully

7/30/2019 Sonu Final

32/107

such that no unauthorized access is made by a third party. Tomake the password complex and

difficult for others to guess, the customers should usecombination of alphabets, numbers and special

characters (like! @, #, $ etc.). The customers should undertakenot to disclose their password to

anyone or keep any written or other record of the password suchthat a third party could access it.

ICICI bank undertakes not to disclose the information providedby the customers to any

person, unless such action is necessary to:

Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights,interests or property;

Enforce the terms and conditions of the products or services;or

Act to protect the interests of ICICI bank, its affiliates, orits members, constituents or of

other persons.

7/30/2019 Sonu Final

33/107

Competitor

The main competitor of is ICICI bank is SBI because this bank istotally taken by government after

this bank HDFC bank is the main competitor of ICICI bank .Thereare different types of segment

operation semment, investment and services, demat and NRIservices.The competitor from the

operation segment are State Bank of India(SBI), Axis, HousingDevelopment and Financial

corporation(HDFC) etc.From the investment And service sectorHDFC standard life insurance

corporation, Bharati Axa life insurance ,Reliance Life InsuranceCorporation, Max new work life

insurance SBI Life insurance,Life Insurance Corporation ofIndia.In demat section India

bull,Anangram,SBI,HDFC,India Infoline are the main competitor ofICICI bank.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 the HDFC bankis the main competitor of

ICICI bank.

HDFC Bank Ltd. is a commercial bankof India, incorporated inAugust 1994, after the Reserve

Bank of India allowed establishing private sector banks. TheBank was promoted by the Housing

Development Finance Corporation, a premier housing financecompany (set up in 1977) of India.

HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 citiesin India, and all branches of thebank are linked on an onlinereal-time basis. As of September 30, 2008 the bank had total assetsof

INR 1006.82 billion.

State Bank of India is the largest bank in India. It is also,measured by the number of branch

offices and employees, the second largest bank in theworld.[citation needed] The bank traces its

ancestry back through the Imperial Bank of India to the foundingin 1806 of the Bank of Calcutta,

making it the oldest commercial bank in the Indian Subcontinent.The Government of India

nationalised the Imperial Bank of India in 1955, with theReserve Bank of India taking a 60% stake,

and renamed it the State Bank of India. In 2008, the Governmenttook over 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 an assetbase of $126 billion and its reach, it is

a regional banking behemoth. SBI has laid emphasis on reducingthe huge manpower through

Golden handshake schemes and computerizing its operations.TheState Bank Group, with over

16000 branches , has the largest branch network in India. It hasa market share among Indian

commercial banks of about 20% in deposits and advances, and SBIaccounts for almost one-fifth of

7/30/2019 Sonu Final

34/107

the nations loans.There are some other banks which giveschallenging some how in the banking and

service sectorthey are:

Allahabad Bank

Andhra Bank

Bank of Baroda

Bank of India

Bank of Maharashtra

Canara Bank

Central Bank of India

Corporation Bank

Dena Bank

IDBI Bank

Indian Bank

Indian Overseas Bank

Oriental Bank of Commerce

Punjab & Sind Bank

Punjab National Bank

Syndicate Bank

UCO Bank

Union Bank of India

United Bank of India

Vijaya Bank

7/30/2019 Sonu Final

35/107

Environment

An employer the bank extends a lot of authority along withjustified accountability to you. The

working culture is very collaborative in nature. It can be owedto the fact that the bank is highly

segmented with a lot of overlapping and mostly distinct rolesand responsibility.ICICI Bank has

established itself as a one stop solution (Universal Bank) forall financial need of individuals and

institutions alike. The credit for the same can be attributed toits vast network, probably the largest

among private sector banks.This makes the life of an employee alot easier, 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 are concerned,ICICI Bank offers a lot of financial

benefits ranging from your family health insurance to your kidsschool donations. The organization

is sensitive to the needs of its employees as this quality isone of the building blocks (DNA) of the

organizational culture. The organization will be giving youenough flexibility to innovate and come-

up with new ideas. It will also exhibit its in terms of welllaid systems, processes and infrastructure.

It will extend a fast track growth for those with extraordinarytalent at the same time offer stability to

those who are able to deliver satisfactorily.Overall, I wouldsay its a lifetime experience to work

with such a behemoth organization. It might not be the bestpaymaster but it definitely will impress

you with its capability as the head master (Principal) ofbanking industry.there are huge competition

between the eployee to achieve theo goal.

7/30/2019 Sonu Final

36/107

BUSINESS OBJECTIVES:

VisionTo be the leading provider of financial services in Indiaand a major global bank.Mission

We will leverage our people, technology, speed and financialcapital to:be the banker of first choice for our customers bydelivering high quality, world-classservice.

expand the frontiers of our business globally. play a proactiverole in the full realisation of Indias potential. maintain ahealthy financial profile and diversify our earnings acrossbusinesses and

geographies. maintain high standards of governance and ethics.contribute positively to the various countries and markets in whichwe operate. create value for our stakeholders.

Product and ServicesService and banking of ICICI bankcategorized in to personal banking, business banking and NRI

banking services.Personal banking- Deposit in form of saving,recurring, term deposit, senior citizen deposit andchildrendepository account are there for individual customer can also availof their housing,automobile, farm equipment, business or personalloan scheme. Personal client can also invest inmutual funds andparticipate in stock trading through ICICI bank.

Business banking Business banking services of ICICI Bank areexhaustive. Project financing,deal assessment, and land evaluationare investment banking services offered to corporate clients.Globaltrade and cash management transaction services facilitateremittances and receipts acrossimportant cities. Capital market andcustodial services enable business houses to participate inequitytrading and transfer across major stock markets of world.

ICICI bank targets all segment of customer with various types ofproducts and services. I interactedwith a a lot of customers andcollect their feedback on the given services of company, andfeedbackare positive response from all point of view. Customers arebeneficiary from both sides monetary aswell as non monetary. Thebank targets to add nearly 500,000 customers under the new schemeinthe next one year and plans to offer auto loans through the newonline channel in the future, ICICI

Bank's Executive Director, V Vaidyanathan, said here.

"As of now, nearly 24 per cent of our customer transactions arehappening through internet. We areprimarily targeting our urbancustomers, who constitute nearly 70 per cent of our totalcustomer-base," Vaidyanathan said.

Customers, opting for the service can also benefit from thequantum optima facility, wherein if thebalance exceeds Rs 5,000,the money will automatically be transferred to a fixed depositscheme, hesaid. The facility, which also enable customers totransact between an ICICI Bank account andaccounts in other banks,is being offered free of cost, he said ICICI bank, presently, hasabove 2crore customers. The lender opened nearly 470 branches inthe last fiscal. The lender has also plans

to launch 'SMS n Cash' scheme later this week under which ICICIaccount holders can transfer fundsto those who do not have a bankaccount. ICICI bank is strongly committed to protecting theprivacy

7/30/2019 Sonu Final

37/107

of its customers and has taken all necessary and reasonablemeasures to protect the confidentiality ofthe customer informationand its transmission through the world wide web and it shall not beheldliable for disclosure of the confidential information when inaccordance with this privacycommitment or in terms of theagreements, if any, with the customers.

ICICI bank Endeavours to safeguard and ensure the security ofthe information provided by thecustomer. ICICI bank uses 128-bitencryption, for the transmission of the information, whichiscurrently the permitted level of encryption in India. When theinformation provided by the customersis not transmitted throughthis encryption, the customer's system (if configured accordingly)willdisplay an appropriate message ensuring the best level ofsecrecy for the customer's information.

The customer would be required to cooperate with ICICI bank inorder to ensure the security of theinformation, and it isrecommended that the customers necessarily choose their passwordscarefullysuch that no unauthorized access is made by a third party.To make the password complex anddifficult for others to guess, thecustomers should use combination of alphabets, numbers andspecialcharacters (like! @, #, $ etc.). The customers shouldundertake not to disclose their password to

anyone or keep any written or other record of the password suchthat a third party could access it.

ICICI bank undertakes not to disclose the information providedby the customers to anyperson, unless such action is necessaryto:

Conform to legal requirements or comply with legal process;Protect and defend ICICI bank's or its affiliates rights, interestsor property; Enforce the terms and conditions of the products orservices; or Act to protect the interests of ICICI bank, itsaffiliates, or its members, constituents or of

other persons.

The main competitor of is ICICI bank is SBI because this bank istotally taken by government afterthis bank HDFC bank is the maincompetitor of ICICI bank .There are different types ofsegmentoperation semment, investment and services, demat and NRIservices.The competitor from theoperation segment are State Bank ofIndia(SBI), Axis, Housing Development andFinancialcorporation(HDFC) etc.From the investment And servicesector HDFC standard life insurancecorporation, Bharati Axa lifeinsurance ,Reliance Life Insurance Corporation, Max new worklifeinsurance SBI Life insurance,Life Insurance Corporation ofIndia.In demat section Indiabull,Anangram,SBI,HDFC,India Infolineare the main competitor of ICICI bank.In the NRI servicesection theWestern Union bank is the main competitor of ICICI bank.There aresome other company

who also compete with the ICICI bank After the SBI the HDFC bankis the main competitor ofICICI bank.

HDFC Bank Ltd. is a commercial bankof India, incorporated inAugust 1994, after the ReserveBank of India allowed establishingprivate sector banks. The Bank was promoted by theHousingDevelopment Finance Corporation, a premier housing financecompany (set up in 1977) of India.HDFC Bank has 1,500 branches andover 2,890 ATMs, in 530 cities in India, and all branches ofthebank are linked on an online real-time basis. As of September30, 2008 the bank had total assets ofINR 1006.82 billion.

State Bank of India is the largest bank in India. It is also,measured by the number of branch

offices and employees, the second largest bank in theworld.[citation needed] The bank traces itsancestry back throughthe Imperial Bank of India to the founding in 1806 of the Bank ofCalcutta,

7/30/2019 Sonu Final

38/107

making it the oldest commercial bank in the Indian Subcontinent.The Government of Indianationalised the Imperial Bank of India in1955, with the Reserve Bank of India taking a 60% stake,and renamedit the State Bank of India. In 2008, the Government took over thestake held by theReserve Bank of India.SBI provides a range ofbanking products through its vast network in Indiaand overseas,including products aimed at NRIs. With an asset base of $126billion and its reach, it is

a regional banking behemoth. SBI has laid emphasis on reducingthe huge manpower throughGolden handshake schemes and computerizingits operations.The State Bank Group, with over16000 branches , hasthe largest branch network in India. It has a market share amongIndiancommercial banks of about 20% in deposits and advances, andSBI accounts for almost one-fifth ofthe nations loans.There aresome other banks which gives challenging some how in the bankingandservice sectorthey are:

Allahabad Bank Andhra Bank Bank of Baroda Bank of India

Bank of Maharashtra Canara Bank Central Bank of IndiaCorporation Bank Dena Bank IDBI Bank Indian Bank Indian OverseasBank Oriental Bank of Commerce Punjab & Sind Bank PunjabNational Bank

Syndicate Bank UCO Bank Union Bank of India United Bank of IndiaVijaya Bank

An employer the bank extends a lot of authority along withjustified accountability to you. Theworking culture is verycollaborative in nature. It can be owed to the fact that the bankis highlysegmented with a lot of overlapping and mostly distinctroles and responsibility.ICICI Bank hasestablished itself as a onestop solution (Universal Bank) for all financial need ofindividuals andinstitutions alike. The credit for the same can beattributed to its vast network, probably the largestamong privatesector banks.This makes the life of an employee a lot easier,especially for those whoface the external customers. You do nothave to justify your organization, it is only the product thathasto be pitched. As far as employee benefits are concerned, ICICIBank offers a lot of financialbenefits ranging from your familyhealth insurance to your kids school donations. The organizationissensitive to the needs of its employees as this quality is one ofthe building blocks (DNA) of the

organizational culture. The organization will be giving youenough flexibility to innovate and come-up with new ideas. It willalso exhibit its in terms of well laid systems, processes andinfrastructure.

7/30/2019 Sonu Final

39/107

It will extend a fast track growth for those with extraordinarytalent at the same time offer stability tothose who are able todeliver satisfactorily.Overall, I would say its a lifetimeexperience to workwith such a behemoth organization. It might notbe the best paymaster but it definitely will impressyou with itscapability as the head master (Principal) of banking industry.thereare huge competitionbetween the eployee to achieve theo goal.

ICICI use many type of advance technological software likePinnacle 7.0 and Pinnacle7.016.Amongfrom this software ICICI bankuses the e-banking, core banking, mobile banking electronicdisplaysy ICICI Bank was using Teradata for its data warehouse.However, due to its proprietary hardware,the cost of procurement,upgrades and administration was soaring. The closed boxarchitecture ofTeradata imposed restrictions on scalability.Secondly, querying and loading could not happensimultaneously.Queries could only be run during business hours because the loadingof data had totake place during off-business hours. This meant thatthe refresh rate of EDW was delayed, soqueries may not reflect themost current data. ICICI Bank was also dependent on Teradataforsupport and other activities: The bank was completely tied downto that solution.

These issues compelled ICICI Bank to look for more efficient andflexible solutions. The solutionwould have to address not onlycurrent issues, but accommodate future growth expectationsandbusiness requirements. ICICI Bank evaluated numerous datawarehousing solutions in the pursuit ofsolving its issues, anddeveloped a shortlist of alternatives for its migrationproof-of-concept: Sybase,SAS and Netezza. The primary criteria forevaluation was the price-to-performance ratio whereSybase IQemerged the clear winner. During this rigorous testing, Sybase IQdelivered faster resultson independent hardware and operatingsystems with minimum infrastructure. Commending theimprovementsachieved, Amit Sethi, Joint General Manager, ICICI bank says, "Whatimpressed us

wasthat even with overall lower costs, we could achievesignificantly better query performanceafterimplementing the Sybaseenterprise warehouse solution." ICICI Infotech today launchedanenterprise resource planning (ERP) solution for the small andmedium enterprises.

The ERP package - Orion Advantage - comes bundled with an HPdual processor Xeon server,Oracle 9i database, Windows 2003 serverand costs about Rs 9.90 lakh and has a 15-user license.

An ERP package helps a manufacturer or any other businessimplementing it to manage all theimportant parts in the companysuch as product planning, parts purchasing, maintaininginventoryand interacting with suppliers and customers.

ICICI Infotech officials told a press conference here today thatOrion Advantage offered a set ofbusiness practice solutions forindustry segments such as engineering, autoancillary,pharmaceuticals, chemicals and IT distribution. Besidesthe cost advantage, the ERP package alsocame pre-configured. ICICIInfotech had mapped the processes specific to each industrysegmentinto the package.

Mr. Manoj Kunkalienkar, Executive Director and President, ICICIInfotech, said that small andmedium enterprises (SMEs) offered agood market and ICICI Infotech hoped to become a leadingsolutionprovider to this segment.

Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, saidthere was no ERP package for the

SMEs that bundled the server, database and operating systemright now. That was the advantageICICI Infotech offered to SMEs asOrion Advantage came bundled and pre-configured. Besides the

7/30/2019 Sonu Final

40/107

high cost of generic ERP packages, their implementation time asfar as SMEs were concerned wasalso long. Orion Advantage could beinstalled in 45 days.

ICICI Infotech had signed up six customers so far for thepackage and hoped to garner a 15 per centmarket share of the SMEsegment, whose number in the country was estimated at 2.30lakh.

Mr. K.S. Natarajan, Managing Director, Trident Pneumatics PvtLtd of Coimbatore, one of thecompanies that had installed OrionAdvantage, said that the company had tried three other ERPpackages,all of which had failed, before settling on Orion Advantage.

Mr Kunkalienkar said that ICICI Infotech planned to move the twodevelopment centers in Chennaiinto a single location and double thestaff strength from 300 now in the next two years.

The Chennai centers were involved in research and development ofOrion ERP solutions and Premia,an insurance package.

Pinnacle Software Solutions has the expertise and experience toassist you with your enterprisesystems integration. From developingyour strategy, through implementation and support, we bringtheright combination of resources, management skillsets, and technicalknow-how. We will help yousuccessfully integrate your EnterpriseResource Planning (ERP) systems into your overallbusiness andtechnology infrastructure.

Whether you are planning an upgrade of an existing ERP system,or a complete replacement of alegacy application and platform, wecan help you improve your financial, human resources,electronicmail, and other business systems. We work with the leading ERPsystems, including the

latest versions of the Oracle and PeopleSoft applications:

General Ledger Project CostingHuman Resources

Accounts Receivable PayrollBenefitsCompensation

Our technology management solutions will help you migratehardware platforms, improve networkand database performance,develop or refresh policies and procedures, and develop sounddisasterrecovery and backup solutions. Please contact us to learnhow Pinnacle Software Solutions can help

you develop solutions that fit your enterprise.

ICICI Prudential Life Insurance Company Limited

ICICI Prudential life Insurance Company Limited was incorporatedon 20th July 2000.Theauthorized capital of the company is Rs.2300million and the paid up capital is Rs.1500 million. Thecompany isjoint venture of ICICI (74%) and UK based company Prudential Plc(26%). Thecompany was granted certificate of registration forcarrying business, by Insurance Regulatory andDevelopment Authorityon 24th November 2000. It commenced commercial operation from19thDecember 2000 and becoming a leading private sector lifeinsurance company.The company recognizes that the driving force forgaining sustainable competitive advantage in thisbusiness issuperior customer experience and investment behind the brand. Thecompany aims to

7/30/2019 Sonu Final

41/107

achieve this by striving to provide world class service leveltrough constant innovation in product,distribution channels andtechnology based delivery.

Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Companythe dominant new insurer in thelife insurance industry. This theyhope to achieve through their commitment to excellence, focusonservice, speed and innovation, and leveraging our technologicalexpertise.

The success of the organisation will be founded on its strongfocus on values and clarity of purpose.These include:

Understanding the needs of customers and offering them superiorproducts and service Building long lasting relationships with theirpartners Providing an enabling environment to foster growth andlearning for their employees

And above all building transparency in all our dealings.Theybelieve that they can play a significantrole in redefining andreshaping the sector. Given the quality of their parentage and thecommitmentof their team, they feel that tere will be no limits totheir growth.

Board of Directors

The ICICI Prudential Life Insurance Company Limited Boardcomprises r