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					PROJECT REPORT

CERTIFICATION LETTER

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Table of Content CHAPTER No. PARTICULARS Acknowledgement Executive Summary Objective Research Methodology 1 2 3 Overview of Industry About ICICI Operations & Product Features The 5 ‘S’ Philosophy Retail Business Development (RBD) Bank@Home Corporate Boxes 4 Analysis and Findings Frequency of foot fall at the branch Distance of branch from Home/Office Major issues for visiting the branch Comfort level of carrying out transactions from home
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PAGE No. 10-11 12-14 15 16 17-30 31-41 42-117 118-127 128-142 143-154 155-156

158 159 160 161

Awareness of Bank@home service Awareness that Bank@home is a free service Enrollment status Enroll now 5 Conclusion and Recommendation Conclusion Awareness Promotion Strategies Recommended Innovative Promotional Strategies Recommended Pamphlet Proposed and Implemented Proposed Locations for installing Drop boxes Suggestions Appendices

162 163 164 165

166-168 169-170 171-172 173-175 176-177 178-179 180

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ACKNOWLEDGEMENT LETTER

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ACKNOWLEDGEMENT
On the successful completion of this project I would like to express gratitude to all the people who have helped me in completion of this project. I wish to extend my deep and sincere gratitude to Ms.Mallika Gupta , Mr.Himashu Puri and Mr.Rishi Khandelwal to take out time from their busy schedules to provide me with their able guidance at the time of need and who also helped me whole heartedly to achieve the ultimate goal of the study. I would also like thank Ms. Neelu Gupta and Ms. Rashmi Srivastav for providing me guidance for understanding the operations of the Bank.

I would especially like to thank Mr.Sandeep Singh Sandhu Retail Manager Branch Banking, Mr. Rahul Krishnatrey Branch Manager Connaught Place branch, Mr. Vikas Kukereja Branch Operation Manager Connaught Place branch who gave me this opportunity to work with the second largest bank of India ICICI and at their very first branch located at Connaught Place, New Delhi.

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Finally would like to express my gratitude to Dr. M.S.Verma, Prof. Nitin Seth, Jagan Institute of Management Studies and its faculty for providing me with this learning opportunity.

EXECUTIVE SUMMARY

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EXECUTIVE SUMMARY
The main object of the project was to learn about the various products that the bank had to offer to the customers, learn about the latest 5 ‗S‘ Philosophy that the bank has implemented, also learn the Retail Business Development Model that is basically a new dimension of selling product to customers, analyze the awareness of the Bank@home service with existing customers, educate them regarding the same and motivate them to enroll for the service and also try to assess why the customers are resisting to use the service and finally encourage corporate organizations that maintain their salary accounts with the bank to get a corporate box installed in their office premises. In order to understand and analyze the awareness of Bank@home service a questionnaire was prepared and the focus was on the walk inns at the branch that already are customers of the bank. The idea was to analyze the various issues as mentioned above. The analysis showed that many of the existing customers who live even far off from the branch have high frequency of visits to the branch. The analysis also clearly showed that the awareness regarding the service was extremely low. The Bank had to promote the service in order to reach out to the customers and make its presence felt. Observation also indicated that the foot falls at the Connaught Place branch actually come from almost all parts of the city irrespective of the relationship the customers have with the branches through out the city, making the task even more difficult the drop boxes throughout the city have not been strategically been placed there various locations that do not have the drop boxes but there is high number of foot fall from the area. Also this

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lead to the understanding that the policy to install drop boxes in areas is very faulty and the corporate office must look into the matter. For awareness of the service I gave awareness strategies, Promotional strategies, Pamphlet to educate customers regarding the service, places where the drop boxes should be placed, and some suggestions to overcome the problem. For Corporate Boxes the task was straight forward but tricky to handle, A list of organizations that had salary account relationship with the Connaught Place branch was given, The idea was to visit the organizations meet the person concerned and explain to him in the most professional manner the function of the Corporate box and its advantage to the employees, get a set of documents signed that had details regarding the service and a letter that indicates that the organization is willing to accept the Corporate box, and then finally spend time with each employee of the organization for educating g them regarding the service and then enrolling them for the same. I was able to convince 5 organizations to install a corporate box and give leads of concerned person of 3 organizations however they required a senior person visiting them, and was unable to appointment with 2 organizations from a list of 10 organizations that I had to cover. For my task of learning the various products and their features I was guided by the executives at the bank a lot of observation went in and sufficient data form the internet was used to understand the products. The 5 ‗S‘ Philosophy which is only for the employees of the bank was available to me through observation, guidance of superior employees. The task of understanding the RBD model was fully through the humble guidance of Mr.Rishi Khandelwal Regional Sales Manager. The RBD model of sales has high significance as the scope of banking products is expanding.

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OBJECTIVE
1. To gain knowledge of the various products and their features through observation method and through secondary data

2. To understand daily operations of the bank

3. To learn Retail Business Development Model

4. Bank@Home  Understand the process of Bank@Home  Find out the awareness of the service  Motivate customers to enroll for the service  Develop ideas for awareness  Develop promotional strategies for the service  Places to put drop boxes  Find out drawbacks of the service  Motivate organizations to put up corporate boxes 5. To convince organizations to install Corporate Boxes in their primises and explain to them the advantages and the
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functioning of the same and get the employees enrolled for the same

RESEARCH METHODOLOGY
Secondary Data: Was collected from internet and intranet within the company for     Understanding the product and the features . Understanding the functioning of Bank@home. Obtaining the documents for Corporate Boxes. Information collected form guidance of superior managers to understand the RBD process

Primary Data: The data consisted of  Information collected with the help of Questionnaire for analyzing Bank@home service. Sample size of which was 200 existing customers. Personal interview was done with the walk ins.  Observation method was used for understanding various products and their features and understanding the 5 ‘S‘ Philosophy Limitations:
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 Paucity of time  Concentrating on the happenings on specific branch and not on the bank policies on a whole

CHAPTER 1 OVER-VIEW OF THE INDUSTRY

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INTRODUCTION TO THE INDUSTRY
The banking sector reforms undertaken in India from 1992 onwards were basically aimed at ensuring the safety and soundness of financial institutions and at the same time at making the banking system strong, efficient, functionally diverse and competitive. The reforms included measures for arresting the decline in productivity, efficiency and profitability of the banking sector. Furthermore, it was recognized that the Indian banking system should be in tune with international standards of capital adequacy, prudential regulations, and accounting and disclosure standards. Financial soundness and consistent supervisory practices, as evident in our level of compliance with the Basel Committee.s Core Principles for Effective Banking Supervision, have made our banking system resilient to global shocks.

India has not faced any major economic/financial crises, though in 1990-91, there was some pressure on the external sector with the current account deficit and external debt servicing reaching large proportions. However, due to prudent macroeconomic policies, it was possible to return the country to a sustainable growth path. As well as the long history of regulation and supervision, Indian banks have limited exposure to sensitive sectors such as real estate, equity, etc, strict control over off-balance sheet activities, larger holdings of government bonds (which helps limit credit risk),
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relatively well- diversified credit portfolios, statutory restrictions on connected lending, adequate control over currency and maturity mismatches, etc, which has insulated them from the adverse impact of financial crisis and contagion. Banks in India have played a significant role in the development of the Indian economy. However, with the structural reforms initiated in the real economy from the early 1990s, it was imperative that a vibrant and competitive financial system should be put in place to sustain the ongoing process of reforms in the real sector. The financial sector reforms have provided the necessary platform for the banking sector to operate on the basis of operational flexibility and functional autonomy, thereby enhancing efficiency, productivity and profitability. The reforms also brought about structural changes in the financial sector and succeeded in easing external constraints on its operation, introducing transparency in reporting procedures, restructuring and recapitalising banks and enhancing the competitive element in the market through the entry of new banks. The ongoing revolution in information and communication technology has, however, largely bypassed the Indian banking system given the low initial level of automation. The competitive environment created by financial sector reforms has nonetheless compelled the banks to gradually adopt modern technology, albeit to a limited extent, to maintain their market share. Banks continue to be the major financial intermediaries with a share of 64% of total financial assets. However, non-bank financial companies and development finance institutions are also emerging as alternative sources of funding. In India, foreign banks account for only around 8% of the total assets of the banking system. Further, domestic households are not allowed to place deposits abroad. Similarly, conditions for accessing overseas capital markets by domestic corporates have been stringent, in terms of size, maturity, pricing, etc. The impact of the entry of foreign banks on domestic banks is likely to depend on various factors such as the structure, strength and competitiveness of domestic banks, the share of foreign banks, and the
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regulatory/supervisory framework. While the entry of foreign banks could definitely improve the competitive environment, they are not likely to weaken domestic banks. With better technology and expertise in offering specialised banking products such as derivatives, advisory services, trade finance, etc, the entry of foreign banks can enhance healthy competition and has a positive spillover effect on the domestic banks. The domestic banks would be under peer pressure to improve operational efficiency. It needs, however, to be recognised that the banking system in India is quite competitive with the presence of public, private and foreign banks. Thus, the major forces for change in the Indian context have been the following: - consistent and strong regulatory and supervisory framework; - structural reforms in the real and financial sectors; - commitment to adopt and refine regulatory and supervisory standards on a par with international best practices; and -competition from foreign banks and new-generation private sector banks.
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 dedicated target market. Few of them only work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are of Indian origin and some are foreign players.

Among the Public Sector Banks in India, United Bank of India is one of the 14 major banks which were nationalised 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. Comilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Comilla Union Bank Ltd. (1922) and Hooghly Bank Ltd. (1932). Oriental Bank of Commerce (OBC), a Governmet of India Undertaking offers Domestic, NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT in Dehradun District (UP) and
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Hanumangarh District (Raiasthan) disbursing small loans. This Public Secotor Bank India has implemented 14 point action plan for strengthening of credit delivery to women and has designated 5 branches as specialized branches for women entrepreneurs Private banking in India was practiced since the begining of banking system in India. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tength largest development bank in the world as Private Banks in India and has promoted a world class institutions in India. The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Limited, to set up a bank in the private sector banks in India as part of the RBI's liberalisation of the Indian Banking Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and commenced operations as Scheduled Commercial Bank in January 1995. ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalore has a pride of place for having the first branch inception in the year 1934. With successive years of patronage and constantly setting new standards in banking, ING Vysya Bank has many credits to its account.

The Co operative banks in India started functioning almost 100 years ago. The Cooperative bank is an important constituent of the Indian Financial System, judging by the role assigned to co operative, the expectations the co operative is supposed to fulfil, their number, and the number of offices the cooperative bank operate. Though the co operative movement originated in the West, but the importance of such banks have assumed in India is rarely paralleled anywhere else in the world. The cooperative banks in India plays an important role even today in rural financing. The businessess of cooperative bank in the urban areas also has increased phenomenally in recent years due to the sharp increase in the number of primary co-operative banks. Co operative Banks in India are registered under the Co-operative Societies

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Act. The cooperative bank is also regulated by the RBI. They are governed by the Banking Regulations Act 1949 and Banking Laws (Co-operative Societies) Act, 1965.

Rural banking in India started since the establishment of banking sector in India. Rural Banks in those days mainly focussed upon the agro sector. Regional rural banks in India penetrated every corner of the country and extended a helping hand in the growth process of the country. SBI has 30 Regional Rural Banks in India known as RRBs. The rural banks of SBI is spread in 13 states extending from Kashmir to Karnataka and Himachal Pradesh to North East. The total number of SBIs Regional Rural Banks in India branches is 2349 (16%). Till date in rural banking in India, there are 14,475 rural banks in the country of which 2126 (91%) are located in remote rural areas. Apart from SBI, there are other few banks which functions for the development of the rural areas in India. Few of them are as follows. Haryana State Cooperative Apex Bank Limited The Haryana State Cooperative Apex Bank Ltd. commonly called as HARCOBANK plays a vital role in rural banking in the economy of Haryana State and has been providing aids and financing farmers, rural artisans, agricultural labourers, entrepreneurs, etc. in the state and giving service to its depositors. NABARD National Bank for Agriculture and Rural Development (NABARD) is a development bank in the sector of Regional Rural Banks in India. It provides and regulates credit and gives service for the promotion and development of rural sectors mainly agriculture, small scale industries, cottage and village industries, handicrafts. It also finance rural crafts and other allied rural economic activities to promote integrated rural development. It helps in securing rural prosperity and its connected matters. Sindhanur Urban Souharda Co-operative Bank

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Sindhanur Urban Souharda Co-operative Bank, popularly known as SUCO BANK is the first of its kind in rural banks of India. The impressive story of its inception is interesting and inspiring for all the youth of this country. United Bank of India United Bank of India (UBI) also plays an important role in regional rural banks. It has expanded its branch network in a big way to actively participate in the developmental of the rural and semi-urban areas in conformity with the objectives of nationalisation. Syndicate Bank Syndicate Bank was firmly rooted in rural India as rural banking and have a clear vision of future India by understanding the grassroot realities. Its progress has been abreast of the phase of progressive banking in India especially in rural banks.

Foreign Banks in India always brought an explanation about the prompt services to customers. After the set up foreign banks in India, the banking sector in India also become competitive and accurative. New rules announced by the Reserve Bank of India for the foreign banks in India in this budget has put up great hopes among foreign banks which allows them to grow unfettered. Now foreign banks in India are permitted to set up local subsidiaries. The policy conveys that forign banks in India may not acquire Indian ones (except for weak banks identified by the RBI, on its terms) and their Indian subsidiaries will not be able to open branches freely. Please see the list of Foreign banks in India till date. List of Foreign Banks in India • Abu Dhabi Commercial Bank • ANZ Grindlays Bank • Bank of America
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• Bank of Ceylon • BNP • Citi Bank • China Trust Commercial Bank • HSBC • Standard Chartered Bank • Taib Bank • Bank of Nova Scotia • ABN-AMRO Bank • Deutsche Bank • JPMorgan Chase Bank By the year 2009, the list of foreign banks in India is going to become more quantitative as number of foreign banks are still waiting with baggage to start business in India. By 2009 few more names is going to be added in the list of foreign banks in India. This is as an aftermath of the sudden interest shown by Reserve Bank of India paving roadmap for foreign banks in India greater freedom in India. Among them is the world's best private bank by EuroMoney magazine, Switzerland's UBS. The following are the list of foreign banks going to set up business in India • Royal Bank of Scotland • Switzerland's UBS • US-based GE Capital • Credit Suisse Group • Industrial and Commercial Bank of China Merrill Lynch is having a joint venture in Indian investment banking space -- DSP Merrill Lynch. Goldman Sachs holds stakes in Kotak Mahindra arms. GE Capital is also having a wide presence in consumer finance through GE Capital India.

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India's GDP is seen growing at a robust pace of around 7% over the next few years, throwing up opportunities for the banking sector to profit from. The credit of banks has risen by over 25% in 2004-05 and the growth momentum is expected to continue over the next four to five years. Participation in the growth curve of the Indian economy in the next four years will provide foreign banks a launch pad for greater business expansion when they get more freedom after April 2009.

The central bank of the country is the Reserve Bank of India (RBI). It was established in April 1935 with a share capital of Rs. 5 crores on the basis of the recommendations of the Hilton Young Commission. The share capital was divided into shares of Rs. 100 each fully paid which was entirely owned by private shareholders in the begining. The Government held shares of nominal value of Rs. 2,20,000. Reserve Bank of India was nationalised in the year 1949. The general superintendence and direction of the Bank is entrusted to Central Board of Directors of 20 members, the Governor and four Deputy Governors, one Government official from the Ministry of Finance, ten nominated Directors by the Government to give representation to important elements in the economic life of the country, and four nominated Directors by the Central Government to represent the four local Boards with the headquarters at Mumbai, Kolkata, Chennai and New Delhi. Local Boards consist of five members each Central Government appointed for a term of four years to represent territorial and economic interests and the interests of co-operative and indigenous banks. The Reserve Bank of India Act, 1934 was commenced on April 1, 1935. The Act, 1934 (II of 1934) provides the statutory basis of the functioning of the Bank. The Bank was constituted for the need of following:

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  

To regulate the issue of banknotes To maintain reserves with a view to securing monetary stability and To operate the credit and currency system of the country to its advantage.

Functions of Reserve Bank of India The Reserve Bank of India Act of 1934 entrust all the important functions of a central bank the Reserve Bank of India. Bank of Issue Under Section 22 of the Reserve Bank of India Act, the Bank has the sole right to issue bank notes of all denominations. The distribution of one rupee notes and coins and small coins all over the country is undertaken by the Reserve Bank as agent of the Government. The Reserve Bank has a separate Issue Department which is entrusted with the issue of currency notes. The assets and liabilities of the Issue Department are kept separate from those of the Banking Department. Originally, the assets of the Issue Department were to consist of not less than two-fifths of gold coin, gold bullion or sterling securities provided the amount of gold was not less than Rs. 40 crores in value. The remaining three-fifths of the assets might be held in rupee coins, Government of India rupee securities, eligible bills of exchange and promissory notes payable in India. Due to the exigencies of the Second World War and the post-was period, these provisions were considerably modified. Since 1957, the Reserve Bank of India is required to maintain gold and foreign exchange reserves of Ra. 200 crores, of which at least Rs. 115 crores should be in gold. The system as it exists today is known as the minimum reserve system. Banker to Government The second important function of the Reserve Bank of India is to act as Government banker, agent and adviser. The Reserve Bank is agent of Central Government and of all State Governments in India excepting that of Jammu and Kashmir. The Reserve Bank has the obligation to transact Government business, via. to keep the cash balances as deposits free of interest, to receive and to make payments on behalf of the Government and to carry out their exchange remittances and other banking operations. The Reserve Bank of India helps the Government - both the Union and the States
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to float new loans and to manage public debt. The Bank makes ways and means advances to the Governments for 90 days. It makes loans and advances to the States and local authorities. It acts as adviser to the Government on all monetary and banking matters. Bankers' Bank and Lender of the Last Resort The Reserve Bank of India acts as the bankers' bank. According to the provisions of the Banking Companies Act of 1949, every scheduled bank was required to maintain with the Reserve Bank a cash balance equivalent to 5% of its demand liabilites and 2 per cent of its time liabilities in India. By an amendment of 1962, the distinction between demand and time liabilities was abolished and banks have been asked to keep cash reserves equal to 3 per cent of their aggregate deposit liabilities. The minimum cash requirements can be changed by the Reserve Bank of India. The scheduled banks can borrow from the Reserve Bank of India on the basis of eligible securities or get financial accommodation in times of need or stringency by rediscounting bills of exchange. Since commercial banks can always expect the Reserve Bank of India to come to their help in times of banking crisis the Reserve Bank becomes not only the banker's bank but also the lender of the last resort. Controller of Credit The Reserve Bank of India is the controller of credit i.e. it has the power to influence the volume of credit created by banks in India. It can do so through changing the Bank rate or through open market operations. According to the Banking Regulation Act of 1949, the Reserve Bank of India can ask any particular bank or the whole banking system not to lend to particular groups or persons on the basis of certain types of securities. Since 1956, selective controls of credit are increasingly being used by the Reserve Bank. The Reserve Bank of India is armed with many more powers to control the Indian money market. Every bank has to get a licence from the Reserve Bank of India to do banking business within India, the licence can be cancelled by the Reserve Bank of certain stipulated conditions are not fulfilled. Every bank will have to get the permission of the Reserve Bank before it can open a new branch. Each scheduled bank must send a weekly return to the Reserve Bank showing, in detail, its assets and liabilities. This
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power of the Bank to call for information is also intended to give it effective control of the credit system. The Reserve Bank has also the power to inspect the accounts of any commercial bank. As supereme banking authority in the country, the Reserve Bank of India, therefore, has the following powers: (a) It holds the cash reserves of all the scheduled banks. (b) It controls the credit operations of banks through quantitative and qualitative controls. (c) It controls the banking system through the system of licensing, inspection and calling for information. (d) It acts as the lender of the last resort by providing rediscount facilities to scheduled banks. Custodian of Foreign Reserves The Reserve Bank of India has the responsibility to maintain the official rate of exchange. According to the Reserve Bank of India Act of 1934, the Bank was required to buy and sell at fixed rates any amount of sterling in lots of not less than Rs. 10,000. The rate of exchange fixed was Re. 1 = sh. 6d. Since 1935 the Bank was able to maintain the exchange rate fixed at lsh.6d. though there were periods of extreme pressure in favour of or against the rupee. After India became a member of the International Monetary Fund in 1946, the Reserve Bank has the responsibility of maintaining fixed exchange rates with all other member countries of the I.M.F. Besides maintaining the rate of exchange of the rupee, the Reserve Bank has to act as the custodian of India's reserve of international currencies. The vast sterling balances were acquired and managed by the Bank. Further, the RBI has the responsibility of administering the exchange controls of the country. Supervisory functions In addition to its traditional central banking functions, the Reserve bank has certain non-monetary functions of the nature of supervision of banks and promotion of sound banking in India. The Reserve Bank Act, 1934, and the
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Banking Regulation Act, 1949 have given the RBI wide powers of supervision and control over commercial and co-operative banks, relating to licensing and establishments, branch expansion, liquidity of their assets, management and methods of working, amalgamation, reconstruction, and liquidation. The RBI is authorised to carry out periodical inspections of the banks and to call for returns and necessary information from them. The nationalisation of 14 major Indian scheduled banks in July 1969 has imposed new responsibilities on the RBI for directing the growth of banking and credit policies towards more rapid development of the economy and realisation of certain desired social objectives. The supervisory functions of the RBI have helped a great deal in improving the standard of banking in India to develop on sound lines and to improve the methods of their operation. Promotional functions With economic growth assuming a new urgency since Independence, the range of the Reserve Bank's functions has steadily widened. The Bank now performs a varietyof developmental and promotional functions, which, at one time, were regarded as outside the normal scope of central banking. The Reserve Bank was asked to promote banking habit, extend banking facilities to rural and semi-urban areas, and establish and promote new specialised financing agencies. Accordingly, the Reserve Bank has helped in the setting up of the IFCI and the SFC; it set up the Deposit Insurance Corporation in 1962, the Unit Trust of India in 1964, the Industrial Development Bank of India also in 1964, the Agricultural Refinance Corporation of India in 1963 and the Industrial Reconstruction Corporation of India in 1972. These institutions were set up directly or indirectly by the Reserve Bank to promote saving habit and to mobilise savings, and to provide industrial finance as well as agricultural finance. As far back as 1935, the Reserve Bank of India set up the Agricultural Credit Department to provide agricultural credit. But only since 1951 the Bank's role in this field has become extremely important. The Bank has developed the co-operative credit movement to encourage saving, to eliminate moneylenders from the villages and to route its short term credit to agriculture. The RBI has set up the Agricultural Refinance and Development Corporation to provide longterm finance to farmers. Classification of RBIs functions

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The monetary functions also known as the central banking functions of the RBI are related to control and regulation of money and credit, i.e., issue of currency, control of bank credit, control of foreign exchange operations, banker to the Government and to the money market. Monetary functions of the RBI are significant as they control and regulate the volume of money and credit in the country. Equally important, however, are the non-monetary functions of the RBI in the context of India's economic backwardness. The supervisory function of the RBI may be regarded as a non-monetary function (though many consider this a monetary function). The promotion of sound banking in India is an important goal of the RBI, the RBI has been given wide and drastic powers, under the Banking Regulation Act of 1949 - these powers relate to licencing of banks, branch expansion, liquidity of their assets, management and methods of working, inspection, amalgamation, reconstruction and liquidation. Under the RBI's supervision and inspection, the working of banks has greatly improved. Commercial banks have developed into financially and operationally sound and viable units. The RBI's powers of supervision have now been extended to non-banking financial intermediaries. Since independence, particularly after its nationalisation 1949, the RBI has followed the promotional functions vigorously and has been responsible for strong financial support to industrial and agricultural development in the country

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CHAPTER 2 COMPANYS PROFILE

ICICI BANK

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INTRODUCTION TO ICICI BANK
ICICI Bank is India's second-largest bank with total assets of about Rs.1,67,659 crore at March 31, 2005 and profit after tax of Rs. 2,005 crore for the year ended March 31, 2005 (Rs. 1,637 crore in fiscal 2004). ICICI Bank has a network of about 560 branches and extension counters and over 1,900 ATMs. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross border needs of clients and leverage on its domestic banking strengths to offer products internationally. ICICI Bank currently has subsidiaries in the United Kingdom and Canada, branches in Singapore and Bahrain and representative offices in the United States, China, United Arab Emirates, Bangladesh and South Africa. ICICI Bank's equity shares are listed in India on the Stock Exchange, Mumbai and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). As required by the stock exchanges, ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and employees. At April 4, 2005, ICICI Bank, with free float market capitalization of about Rs. 308.00 billion (US$ 7.00 billion) ranked third amongst all the companies listed on the Indian stock exchanges. ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the Government of
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India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI group's universal banking strategy. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits, greater opportunities for earning feebased income and the ability to participate in the payments system and provide transaction-banking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access to ICICI's strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking operations, both wholesale and retail, have been integrated in a single entity.

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BOARD MEMBERS

Board Members • Mr. N. Vaghul, Chairman • Mr. Uday M. Chitale • Mr. Sridar Iyengar • Mr. Lakshmi N. Mittal • Mr. Anupam Puri • Mr. Vinod Rai • Mr. Somesh R. Sathe • Mr. M.K. Sharma • Mr. P.M. Sinha • Prof. Marti G. Subrahmanyam • Mr. T.S.Vijayan • Mr. V. Prem Watsa • Mr. K.V. Kamath, Managing Director & CEO • Ms. Lalita D. Gupte, Joint Managing Director • Ms. Kalpana Morparia, Deputy Managing Director • Ms. Chanda Kochhar, Executive Director • Dr. Nachiket Mor, Executive Director

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BOARD COMMITIES

Agriculture & Small Enterprises Business Committee Mr. N. Vaghul Mr. Somesh R. Sathe Mr. P. M. Sinha Mr. M. K. Sharma Audit Committee Mr. Uday M. Chitale Mr. Somesh R. Sathe Mr. M. K. Sharma Board Governance & Remuneration Committee Mr. N. Vaghul Mr. Anupam Puri Mr. M.K. Sharma Mr. P.M. Sinha Prof. Marti G. Subrahmanyam Business Strategy Committee Mr. N. Vaghul Mr. Anupam Puri Mr. M. K. Sharma Mr. P. M. Sinha Mr. K. V. Kamath Credit Committee Mr. N. Vaghul Mr. Somesh R. Sathe Mr. M.K. Sharma Mr. K. V. Kamath Fraud Monitoring Committee Mr. Uday M. Chitale Mr. M.K. Sharma Mr. K.V. Kamath Ms. Kalpana Morparia
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Ms. Chanda D. Kochhar Risk Committee Mr. N. Vaghul Prof. Marti G. Subrahmanyam Mr. Uday M. Chitale Mr. V. Prem Watsa Mr. K. V. Kamath Share Transfer & Shareholders'/ Investors' Grievance Committee Mr. Uday M. Chitale Mr. Somesh R. Sathe Ms. Kalpana Morparia Ms. Chanda D. Kochhar Committee of Directors Mr. K. V. Kamath Ms. Lalita D. Gupte Ms. Kalpana Morparia Ms. Chanda D. Kochhar Dr. Nachiket Mor Asset-Liability Management Committee Ms. Lalita D. Gupte Ms. Kalpana Morparia Ms. Chanda D. Kochhar Dr. Nachiket Mor

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CORPORATE SOCIAL RESPONSIBILITY

SOCIAL INITIATIVES GROUP (SIG): ICICI Bank's social sector initiatives aim to resolve some of the most fundamental developmental problems facing India today. Its involvement is primarily in terms of non-commercial support to fill knowledge and practice gaps in specific thematic areas— Early Child Health, Elementary Education and Micro Financial Services. SIG interactive platform that seeks to:


Bring together participants in the development process to widen and deepen the discourse informing development practice. Interactive features include discussion boards and facilities to post papers, articles or other resources. Publish research related to innovations and significant problems within the identified thematic areas. Enable online application for funding.





MISSION STATEMENT OF SIG The mission statement of the SIG is "to identify and support initiatives designed to improve the capacities of the poorest of the poor to participate in the larger economy". The SIG believes that the three fundamental capacities any individual should possess to be able to participate in the larger economy are in the areas of health, education and access to basic financial services. Within these broad areas, infant health at birth, elementary education and micro financial services define the areas in which the SIG‘s work focuses At a very basic level, the programmes and projects supported by the SIG are required to cater to the poorest. They should enable them to become active

36

and informed participants in socio-economic processes as opposed to passive observers. These initiatives must be output oriented, with a focus on producing measurable outcomes that meet a minimum quality requirement. The initiatives also need to be cost-effective. This is in recognition of the fact that resources are limited and their efficient use is imperative if the maximum number is to benefit. Cost-effectiveness also facilitates the adoption of the initiative in other contexts. The initiative must be scalable. Scalability implies the ability to draw upon important elements of a programme and adapt them to suit the needs of a specific situation. It should be possible to do so at a national level. Even if the programme itself is not directly scaleable, it should be possible to take away significant lessons from it in order to enrich work in other settings. All supported initiatives should have the potential for both near and longterm impact. Consequentially, it is important that the impact of these programmes, in the near and long term, be carefully understood and analyzed in a rigorous manner and not through anecdotes. It is critical to clearly understand how an initiative is performing in terms of its predetermined goals and in comparison to alternatives. There is little doubt that a complex of factors, very often beyond the control of the programme/ organization, will influence the outcome. Yet, serious and regular impact analysis can only make the programme richer and is essential. The SIG assigns greater value to programmes/ organizations that carefully examine the short-term and long-term implications of their actions. In pursuit of its goals in the three focus areas, the SIG tends to support reasonably large-sized initiatives so that issues such as cost-effectiveness, scalability and impact assessment can be dealt with more directly. These initiatives not only have the potential to provide key research inputs to other programmes, but also tend to have a large impact that benefits the communities they work with. The approach of the SIG may thus be characterized more broadly as ‗action research‘, to distinguish it from pure academic research. However, in its research work and impact assessment, the SIG seeks to adhere to the highest standards of academic rigour. It often works in partnership with academic institutions such as Institute of Rural Management Anand, KEM, Massachusetts Institute of Technology, Tata Institute of Social Sciences, University of California, Berkeley and the University of Southampton.

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It is crucial that the programmes supported by SIG be time-bound. This lends clarity to the aim of the programme and prevents its intent from getting diluted over time. The SIG works by identifying gaps in knowledge and practice in its focus areas and locating initiatives that address these gaps in a manner consistent with the SIG‘s mission. The identification of research needs is followed by an in-depth analysis of the short-term and long-term implications of various forms of action. Among other things, this requires taking a comprehensive overview of work already done in the country and outside. The SIG, thus, seeks to answer certain fundamental questions in its focus areas through the projects it supports and, thereby, contribute to findings that help the sector. It should be pointed out that the SIG does not function as a rollout agency. An important feature of the SIG‘s strategy is the belief in strengthening or supplementing existing systems, rather than investing in parallel structures. Another key element of its strategy is the building of long-term relationships with suitable partners. As part of this effort, the SIG works actively to improve the efficacy of these partners and ensure sustained impact. In pursuit of its goals, the SIG seeks to work actively with research agencies, Non-Governmental Organisations (NGOs), Corporates, Government departments, local stakeholders and international organisations. It should also be noted that the group believes modern technologies, particularly Information and Communication Technologies (ICT) can prove to be important facilitators if used appropriately. FOCUS AREAS OF SIG

The SIG has three focus areas:
  

Early Child Health Elementary Education Micro Financial Services

38

Health: Early Child Health This focus seems to have the potential for maximum long and short-term impact and appears achievable in the most cost-effective and therefore scaleable manner.ICICI Bank aims to improve individual capacity by impacting two important indicators of chronic undernutrition in the first three years at the national level:




Proportion of babies born with a birth weight of less than 2.5 kg at or beyond 37 weeks of gestation (Intra-Uterine Growth retardation, IUGR) Proportion of children under three years who are stunted.

Education: Elementary Education Education (and not just literacy) up to the elementary level seems to be almost a necessary condition for any individual (rich or poor) to be able to participate in any manner in the larger economy Here the goal is to work towards the universalisation of elementary education all across India, rural and urban, with a substantial difference being made by 2010. The goal focuses on retention in school and learning achieved. Money: Micro Financial ServicesThese services would include basic banking (savings and cash management), finance (debt and equity), insurance (life and health) and derivatives. The goal here is to facilitate universal access to these four services by the year 2010.

In addition to its core areas of focus, the SIG, in a limited manner, supports some other initiatives: 1. Non-governmental Organization (NGO) Capacity Building This is supported through the GIVE (Giving Impetus to Voluntary Effort) Foundation. It seeks to provide a variety of services to NGOs listed including facilitating the receipt of donations online (Give Online), sale of NGO products (Shop Online), volunteering of time and skills (Volunteer Online) and news (News Online). 2. Modernization of the Indian Financial System
39

This involves encouraging appropriate research and institution building efforts on a national basis. It is a virtual non-profit research centre that acts as a platform to address and encourage debate, and develop a non-partisan opinion on various issues of concern and interest in financial economics relating to emerging markets. ICICI Bank has supported the development of various financial institutions such as the National Stock Exchange and the Bombay Stock Exchange. It has also supported the Institute for Financial Management and Research, Chennai. The changed economic climate in India, with a growing emphasis on the market, has hastened the need for an informed and participatory socioeconomic order. As one of the largest players in the economic landscape of the country, ICICI Bank believes that its involvement in the commercial sector must be backed by a simultaneous commitment in the social sector. This is particularly so if any of the larger goals of economic liberalisation in India, and of its players, is to be brought to fruition. ICICI Bank seeks to perform its role in the social sector through a dedicated not-for-profit group, the Social Initiatives Group (SIG).

40

CHAPTER 3
 Operations & Product Features  THE 5 ‘S’ Philosophy  THE RETAIL BUSINESS DEVELOPMENT MODEL (RBD)  BANK@HOME  CORPORATE BOXES

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OPERATIONS & PRODUCT FEATURES

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ICICI Bank offers wide variety of Deposit Products to suit customer requirements. Coupled with convenience of networked branches/ over 1800 ATMs and facility of E-channels like Internet and Mobile Banking, ICICI Bank brings banking at the doorstep.

SAVINGS ACCOUNT ICICI Bank offers customers a power packed Savings Account with a host of convenient features and banking channels to transact through. So now customers can bank at their convenience, without the stress of waiting in queues. ICICI Bank provides its customers with various types of savings accounts keeping in mind different needs of different people.      Normal Savings Account Special Savings Account Senior Citizen Accounts Young Stars Accounts Women Accounts

Normal Savings Account: The Normal savings Account that ICICI offers has the following salient features 1. Anywhere Banking: Opening an account with ICICI is not exclusive to the branch the customer has walked into, customer enjoy the power of banking at any of the branches throughout India. Customers have the power to withdraw cash up to Rs. 50,000 and make cash deposits up to Rs. 50,000 as well. 2. Internet Banking: This is a value added service that the customers are offered free of cost it allows them to check their account balance, pay utility bills, make fund transfers between self accounts as well as third party at the click of the mouse.

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3. Ncash debit cum ATM card: It is an international 2-in-1 card that enables customers not only to withdraw cash from ICICI but also from a non ICICI VISA ATM‘s further it allows customers to shop at various merchant outlets accredited to VISA across the globe. 4. Minimum Balance: Customers need not maintain a daily minimum balance in their account. On a given day balance in the account may drop to zero, this allows customers all their funds at their disposal. Customers need to maintain an average balance of Rs.5,000 per quarter. Non-maintenance of the minimum average quarterly balance attracts a fee of Rs.750 per quarter. 5. Others: - Customers can give us various types of standing instructions like transferring to fixed deposit accounts at regular intervals. -Nomination facility is available. -Interest is payable half-yearly.

Documentation Required: (A) Identity Proof: -Verified true copy of valid passport. -Letter from existing bank. -Valid driving license. -Valid employee identity card. -Valid PAN card. -Valid pension book. -Valid photo credit card along with the current billing cycle (latest) statement. -Valid freedom fighter's pass issued Home Ministry of Government of India. -True copy of valid arms license issued by Govt of India/State govts/Union territory with photograph.

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(B) Proof Of Communication Address: -Latest electricity bill. -Latest telephone bill. -Consumer gas connection card. -Current lease agreement. -Latest premium receipt from any life insurance company. -Latest statement of account from a credit card issuing company. -Letter from employer certifying the residential address of the employee as recorded in their books. -Latest certificate (not more than 3 months old) from the postal office confirming address of the applicant. -Residential certificate mentioning name and address of the applicant issued by municipal corporation/local body etc. -Certificate from ward officer, maintaining election roll, certifying address of the applicant.

(C) Self cheque (if the applicant is not visiting the branch for account opening)

Special Savings Account: The Special Savings Account has been designed keeping in mind the specific needs of organizations such as Trusts, Associations, Societies, Councils, Clubs etc. It provides organizations solutions with added value and is ideal for tax exempted entities.

The Special Savings Account has the following salient features 1. Multi-City Cheque Book: This facility allows its customers to skip the traditional way of transferring funds to other cities through a demand draft. The Special Savings Account holder are issued two separate chequebooks for local and outstation use, thereby not only saving on time but also saving on draft commission. The cheques
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are payable at par at designated ICICI Bank branches across the country. There will be no limit to the value of cheque issued on a single day at RBI clearing centers. For all other centers a cap of Rs.10, 00,000 on a single day apply. All chequrebooks are personalized. 2. Quantum Optima Facility: Quantum Optima facility combines the liquidity of a saving account and high returns of Fixed Deposit. All balances in the saving account above Rs.25,000 are transferred to a fixed deposit in multiples of Rs.5,000 for a time period of one year. The funds however continue to be accessible around the clock through ATM, and also through cheques. Whenever the saving account balance falls below the specified limit, sufficient amount is transferred back from the fixed deposit by breaking in units of Rs.1,000 on last in first out basis, the terms of the fixed deposit can be specified. This facility is available to those employees who do not use the overdraft facility. However one the overdraft is regularized this facility can be resumed.

3. Others: - Internet Banking . -Free Anywhere banking . -Free collection of outstation cheques. -Free monthly account statements. -Payroll processing for employees of the organization through ICICI Bank Salary Accounts. -Inward remittance through Money2India for approved trusts.

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Eligibility Special Savings Account can be opened by a. Primary Co-operative Credit Society which is being financed by the bank. b. Khadi and Village Industries Boards. c. Agriculture Produce Market Committees. d. Societies registered under the Societies Registration Act, 1860 or any Other corresponding law in force in State or a Union Territory. e. Companies governed by the Companies Act, 1956 which have been Licensed by the Central Government under Section 25 of the said Act, or under the corresponding provision in the Indian Companies Act, 1913 and permitted, not to add to their names the words 'Limited' or the words 'Private Limited' f. Institutions other than those mentioned in clause (i) and whose entire income is exempt from payment of Income-tax under the Income-Tax Act, 1961. g. Government departments/bodies/agencies in respect of grants/ subsidies released for implementation of various programmes/ schemes sponsored by Central/State Government subject to production of an authorization from the respective Government departments to open savings bank account. h. Development of Women and Children in Rural Areas (DWCRA). i. Self-help Groups (SHGs), registered or unregistered, which are Engaged in promoting savings habits among their members. j. Farmers' Clubs - Vikas Volunteer Vahini - VVV.

Special Savings Account cannot be opened in the name of a. Government departments/bodies depending upon budgetary allocations for performance of their functions b. Municipal Corporations or Municipal Committees c. Panchayat Samitis d. State Housing Boards e. Water and Sewerage / Drainage Boards / Metropolitan Development Authority / State / State Text Book Publishing Corporations / Societies / District Level Housing Co-op. Societies etc.

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f. Any political party or trading or business concern, whether such concern is a proprietary or a partnership firm or a company or an association.

Documentation:

1.1 Mandatory documents for all Special Savings Accounts

1. Appropriate Account opening form. 2. Specimen signatures and latest photographs of all authorised signatories. 3. Copy of PAN or duly filled Form 60-with reasons of not having PAN.

Copy of duly acknowledged form 49A where the client has filled form 60 with the reason 'Applied for PAN'. 4. Self-drawn Cheque (Signature and stamp on cheque to match with that in Account opening form) 5. Certified copy of Resolution to open the account signed by Managing Trustee / Chairperson / Secretary / any two authorised signatories (for Trust / Association / Society / Club)

1.2 Documents specific for Trusts/Associations/Clubs/Society 1. For Trusts: Certified "True and Updated" copy of Trust Deed signed by managing / authorised trustees

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For Associations / Society / Clubs: Certified "True and Updated" copy of rules & bye-laws (for Association / Society / Club) signed by the Secretary 2. Certified "True and Updated" copy of certificate of registration (for Trusts/ Association / Society / Club). Exclusion: Certificate of Registration is not mandatory for opening accounts of Private Trusts. In such cases, proof of address is mandatory 3. List of all office bearers / Trustees, to be obtained on the letterhead (of the Trust / Association / Society / Club), with their addresses and signed and dated by Managing Trustee / Chairperson / Secretary / two authorised signatories. 4. The following documents are required to establish the tax-exempt status of the applicant (if applicable): i. Copy of the last acknowledged return of income / IT assessment order verifying that the income is exempt from tax ii. Registration certificate from Income Tax establishing that the income of entity is exempt from tax iii. Confirmation from the authorised signatory that the income of the entity is exempt under the Income-tax Act 5. Identity proofs for all authorised signatories. 6. If documents as mentioned in point 1, 2 or the IT assessment order/IT registration certificate submitted by the applicant does not establish the communication address as mentioned in the Account opening form, separate proof of communication address in the name of the Trusts / Associations / Society / Club needs to be collected.

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Senior Citizen Account: The Senior Citizen Account has a few services that the Normal Savings Account does not offer. The salient feature of the Senior Citizen Account are
   

  

 

 

Higher Interest Rates. Demand Loan / overdraft against deposits will be upto 90% of the deposit. The upcountry cheque collection facility for locations with ICICI Bank presence free of charge to the Senior Citizen customers. The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the convenience of acceptance at merchant establishments and cash withdrawals at ATMs. Auto Invest Account Internet Banking is offered free of cost. Anywhere Banking - This facility entitles the account holder to withdraw or deposit cash upto a limit of Rs.50,000 across all ICICI Bank branches. You can give us various types of standing instructions like transferring to fixed deposit accounts at regular intervals. An average quarterly balance of Rs 5,000 only. Non-maintenance of the minimum average quarterly balance attracts a fee of Rs 750 per quarter. Nomination facility is available. Interest is payable half-yearly.

Eligibility Criteria


A person who has completed the age of 60 years may be treated as a senior citizen for getting the benefit under the special deposit scheme for senior citizens.

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Documentation Applicants must satisfy the following documentation requirements

(A) Identity proof: -Verified true copy of valid passport -Letter from existing bank -Valid driving license -Valid employee identity card -Valid PAN card -Valid pension book -Valid photo credit card along with the current billing cycle (latest) statement -True copy of valid arms license issued by Govt of India/State govts/Union territory with photograph -Valid freedom fighter's pass issued Home Ministry of Government of India

(B) Proof of communication address : -Latest electricity bill -Latest telephone bill -Latest statement of account from a credit card issuing company -Current lease agreement -Consumer gas connection card

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-Latest premium receipt from any life insurance company -Certificate from ward officer, maintaining election roll, certifying address of the applicant -Residential certificate mentioning name and address of the applicant issued by municipal corporation/local body etc. -Latest certificate (not more than 3 months old) from the postal office confirming address of the applicant -Letter from employer certifying the residential address of the employee as recorded in their books

(C) Self cheque (if the applicant is not visiting the branch for account opening)

(D) Age Verification Document: -Secondary School Leaving Certificate Indicating date of birth -LIC Policy -Voters Identity Card -Pension Payment Order -Birth Certificate issued by the competent authority -Passport

Young Stars Account: Young Stars is a banking service for children, aged 1day -18 years, brought to you by ICICI Bank to help the parents meet the present and future aspirations that they hold for their child. It offers various savings and
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investment options to the parent along with teaching the child to manage his/her personal finance in a more responsible and independent manner. Young Stars will guide your child through the world of banking -through checking the account balance, fun zones and special pages on the internet. It makes banking a pleasure and of course teaches your child to manage their personal finances.With the pocket money that you transfer to your child's account, you can even shop with him / her at Young Stars very own shopping page. You can even open a recurring deposit in your child's name. Once you are done with your 'banking', you can access your child's account with all the fun links to special zones designed to suit your child's area of interests and also impart knowledge on the current events of the world.

Salient features: 1. Option of a Savings Bank account, Fixed Deposit account or Recurring Deposit account. 2. Minimum balance at Rs. 500/- per quarter for Savings Bank.

3. A special Recurring Deposit account with additional features as below: i The parent would put forward the desired amount to be earned at the end of the tenure ii Based on the prevailing rate of interest, the bank staff would then back calculate the installments to be deposited now till maturity. 4. Free personalized chequebook

5. Free Domestic Debit Card* for the child above the age of 10 years with features as below: a b Daily withdrawals limits of Rs. 1,000/-

Daily spend limits of Rs. 1,000/53

c

Special privileges across select alliance partners outlets.

6. Facility to invest in GOI Relief Bonds and Mutual Funds, as GOI Relief Bonds have been discontinued. 7. Free Internet banking. a Separate user ids and passwords for both parents and children

b Access to special zones and links to related websites for making internet banking a memorable experience. 8. Facility to transfer funds from parent account to kid account to enable parents to inculcate savings habit amongst children. 9. Facility of transferring funds from the Young Stars accounts to the RD to enable the parents to let their child earn more. 10. Alliances with various partners to meet the child's needs in varied interest areas such as clothing, computers, books, music, toys etc. * Available for children above the age of 10 years only.

Eligibility: Young Stars is a banking service for children in the age group of 1day -18 years and parent/guardian maintaining saving account with ICICI Bank.

Documentation: (A) Identity Proof - Verified true copy of valid passport. - School identity card - Date of birth Id

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(B) Proof Of Communication Address: -Latest electricity bill. -Latest telephone bill. -Passport . -Birth Certificate . -Current lease agreement. -Consumer gas connection card. -Residential certificate mentioning name and address of the applicant issued by municipal corporation/local body etc. -Certificate from ward officer, maintaining election roll, certifying address of the applicant. -Latest certificate (not more than 3 months old) from the postal office confirming address of the applicant. -Letter from employer certifying the residential address of the employee as recorded in their books. -Proof of date of birth of the minor for Debit Card and Internet banking. -Latest statement of account from a credit card issuing company. -Latest premium receipt from any life insurance company.

Women‟s Account: The features of the account have been specially designed keeping in mind a woman's financial requirements. These include

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A) Recurring Deposits B) Financial planning of children C) Family Shield Insurance In addition to these, all features of the existing bank account are available with this account as well such as •Free international debit card •Internet Banking •Phone Banking •ATM's

Recurring deposit • A small amount of money saved every month can grow to a large amount over a period of time •No Tax deducted at source •Can be used for your future expenses like your child's education, marriage, festivals, or just to buy that gold necklace you always wanted, by keeping aside a small fixed amount every month Family shield insurance •Ensures the security of your family through a personal accident insurance policy •For an yearly premium amount of Rs.60/-, your child/family can be insured for an amount of Rs. 2 lac (in case of surface accidents) or Rs.4 lac (in case of air accidents).

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Financial Planning for Children A "Young star" account - special account for kids to promote the savings habit in them can be opened for just for a minimum balance of Rs.500 per quarter. The account has the following features •Free differentiated debit card for them •Free differentiated cheque book •Free internet banking •Facility to transfer funds from parent account to kid account to enable parents inculcate savings habit in children

Eligibility* •Resident Indian Female. •Joint accounts with a woman as the first holder are also eligible for the account * Currently available only in Andhra Pradesh region

Documentation: (A) Identity Proof: -Verified true copy of valid passport. -Letter from existing bank. -Valid driving license. -Valid employee identity card. -Valid pension book.

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-Valid PAN card. -Valid photo credit card along with the current billing cycle (latest) statement. -True copy of valid arms license issued by Govt of India/State govts/Union territory with photograph. -Valid freedom fighter's pass issued Home Ministry of Government of India.

(C) Proof Of Communication Address: -Latest electricity bill. -Latest telephone bill. -Current lease agreement. -Consumer gas connection card. -Latest statement of account from a credit card issuing company. -Latest premium receipt from any life insurance company. -Letter from employer certifying the residential address of the employee as recorded in their books. -Residential certificate mentioning name and address of the applicant issued by municipal corporation/local body etc. -Certificate from ward officer, maintaining election roll, certifying address of the applicant. -Latest certificate (not more than 3 months old) from the postal office confirming address of the applicant.

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a. Where the women applicant's spouse (or) parent has an account with ICICI Bank If applicant's spouse/parent maintains an ICICI Bank account, the account can be opened with his/her introduction. The introduction will be valid even if the introducer's account is less than 6 months old, provided the conduct of account is satisfactory. Satisfactory relationship implies:i.No levy of non-maintenance of quarterly average balance (OAB) changes in the account and/or ii.Not more than five cheque return in a calendar quarter (inclusive of Inward, outward, Outstations and transfer cheques) In addition to introduction, self-declaration will be taken from the introducer verifying his/her relationship with women applicant, b. Where the women applicant's spouse (or) parent does not have an account with ICICI Bank If applicant's spouse/parent is not an ICICI Bank accountholder, deposit account in the name of women applicant can be opened after obtaining KYC documents, from applicant's spouse/parent. AND Self-drawn cheque from bank account of applicant's spouse/parent to open account in the name of the applicant.

FIXED DEPOSITS:

ICICI provides its customers with various kinds of Fixed deposit facilities that are flexible and cater to customers who have different needs and wants in their fixed deposits.

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ICICI provides a Fixed Deposit that allows customers to deposit their money for just as long as you wish. The Fixed Deposits can be opened for periods ranging from 15 days to 10 years. Salient features of a normal fixed deposit Allows customers to open fixed deposits for periods ranging from 15 days to 10 years and a choice of two investment plans:

Traditional
 

Interest payable monthly, quarterly or half-yearly as per your convenience Maturity period ranges from 15 days to 10 years.

Reinvestment
 

Interest is compounded quarterly and reinvested with principal amount Maturity period ranges from 6 months to 10 years

Minimum Balance


Customers can avail of ICICI Bank Fixed Deposits for a minimum deposit of Rs.10,000 and thereafter in multiples of just Rs.1,000.

Nomination


 

Nomination facility is available for relationships in the names of individuals. Unless otherwise specifically, given in writing by depositors, nomination in deposit accounts will be at Customer ID level. Depositor(s) however has/have the right to specify different nominations at account level by completing appropriate forms. Further, the applicant(s) is/are at liberty to change the nominee, through declaration in the appropriate form to revise the nomination during the currency of the relationship accounts with the Bank.

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Fixed Deposit Eligibility Resident Indian. The Easy Fixed Deposit: Easy Fixed Deposit is an ICICI Bank fixed deposit scheme having benefits of Debit -cum- ATM card. The depositors shall be provided with a Debit Card for transacting in fixed deposit. Transactions which are allowed are
  

Part withdrawal of fixed deposit Full withdrawal of fixed deposit Generation of mini statement

The Card will be issued in the name of primary depositor. No separate card will be issued to joint applicant/s Easy Fixed Deposit has two options namely -Easy Withdrawal -Easy Loan A customer has to opt for one of these at the time of opening the account
   

Tenure of deposits varies between 1 year and 10 years All deposits under this Deposit Scheme will be cumulative (reinvestment) in nature Minimum deposit amount under the Deposit Scheme is Rs.20,000 and additionally deposits can be made in multiples of Rs.5,000 Nomination details are as in the case of normal Fixed Deposits

Easy withdrawal
 

Under this option fixed deposit shall be linked to the debit card directly The debit card can be used to withdraw money from the ATM, by breaking the FD, as and when required or depositor can use the debit card to shop.

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

If the deposits are prematurely withdrawn, the interest rate for the period for which deposit was with the ICICI Bank prevailing on date of deposit made, shall be payable

Easy Loan
   

The depositors shall be provided with an overdraft facility against the Easy FD and can draw up to 75% of the Easy FD value The interest rate on the overdraft will be 2% higher than the rate on the FD The depositor shall be required to execute all loan facility documentation as specified by ICICI Bank for these purposes Chequebook will also be issued to deposit holder

USP Of ICICI Fixed Deposits: A wide range of tenures, ranging from 15 days to 10 years, to suit individuals investment plan. Partial withdrawal is permitted in units of Rs 1,000. The balance amount earns the original rate of interest. Safe custody of your fixed deposit receipts. Auto renewal is provided. Loan facility is available upto 90% of principal and accrued interest. Choice of two investment plans: Traditional or Reinvestment. Easy Fixed Deposit Eligibility An resident Indian above 18 years of age can open easy Fixed Deposit a. b. c. d. In his or her individual capacity, or In individual capacity on joint basis, or In individual capacity on anyone or survivor basis, or On behalf of a minor as father/mother/legal guardian

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Recurring Deposit: ICICI Bank's Recurring Deposits are the ideal way to invest small amounts of money every month and end up with a large saving on maturity. It aims to encourage savings without putting any stress on customers finances by making them to put a lump sum amount in fixed deposit in one go. The recurring deposit also attracts high rate of return that are identical to the fixed deposit rates and most importantly no TDS is applicable on it. The minimum balance of deposit is of Rs.500 and thereafter in multiples of Rs.100 the minimum period is 6months and thereafter in multiples of 3months, nomination facility is also available.

Eligibility:
 

Resident Indian. The minimum balance of deposit is Rs.500 per month and thereafter, in multiples of Rs.100.

Documentation:
  

Identity proof Proof of communication address Self cheque (if the applicant is not visiting the branch for account opening)

Current Accounts: Every business requires efficient banking facilities to support its business activities. ICICI Bank offers premium quality service, unfolding a wide array of class products. With technology leadership and service the bank is able to meet some of the most challenging financial needs of clients. A Current Account is one that is required by Businessman, Joint stock companies, Institutions, Public authorities, pu blic

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corporations etc. Any business that has numerous banking tranactions need a current account as it  Allows running account supporting unlimited withdrawals and deposits.  Is meant for convenience and not to save money.

Benefits of current account
        

Unlimited Withdrawal and Deposit Unlimited Cheque book Demand Drafts and Payorders Funds Transfer ( Local or Anywhere) Collection of Cheques/ Drafts Statements,Advices, Daily statement by e -mail Cash withdrawal and Deposits Call center Internet Banking

Added features of Current Account
   

Multicity Cheque payment facility at over 155 centers Anywhere Banking facility Doorstep Banking - Pick up and delivery of Currency / Cheque Mobile Banking

Made 2 order Current Account: Made2order current account, unlike the normal current account which is based on the quarterly balance, allows the customer to have customized current account based on the business requirement. The made2order current account is totally flexible and can be adapted to changing business requirement, without having the requirement to Current
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Accounts have specific requirement of Quarterly Average Balance (QAB) maintenance and inturn offer various facilities free of cost to the customer based on the QAB. A personalized schedule of charges is derived for each customer based on: • Service Required • QAB as agreed to be maintained in the account • Float expected in the account The made2order customers based on the services required maintain the required QAB or pay scaleable volume driven fees for the services utilised. Some of the other facilities offered under made2order current account are as mentioned below • Multi City Cheque Facility • Anywhere Banking Facility • Upcountry Cheque Collection • Pay Orders and Demand Drafts • Corporate Care Service • Doorstep Banking Facility • Internet Banking Facility • Debit/ ATM Card • Mobile Banking • More Useful Facilities You can be in touch with your Solution Manager for structuring your current account.
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Escrow Account: An Escrow Account refers to assets or revenue streams held in safe custody as safety against a contingent situation of non fulfillment of a contract. In simpler words we may say that an escrow a/c is a third party arrangement to ensure performance of certain obligations between certain parties and operated in terms of an underlying agreement. The account will be a current a/c without cheque drawing facility or a Fixed Deposit account, as defined in the terms of the agreement. Escrow a/c's are typically used for lending arrangements, project financing, Securitisations, M&A's, Buy -back of shares, takeovers, custody, litigations, purchase & sale of land, Source code (used in software) custody, etc. The following reasons enumerate why Escrow accounts are opened:
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Provides greater security & comfort Trapping of identified cash flows Regulatory requirements Custody of cash / documents Ease of monitoring

The funds in the Escrow a/c are held for the benefit of the Beneficiary of the a/c rather than person / company in whos e name the a/c is opened. For e.g.. in a borrower lender arrangement, the a/c name is "Borrower - Escrow a/c" and the funds deposited are that of the borrower but the funds are held in the escrow a/c for the benefit of the Lender . Roaming Current Account Only Roaming Current Account from ICICI Bank travels the distance with customers business. With advanced technological features such as MCC and LCC, banking needs are well taken care of, customers can access their accounts at over 500 networked branches across the country. So while customers take care of their business, ICICI Bank‘s Roaming Current Account simplifies banking for them.
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Product Features:         

Choose your account Multi City Cheque Facility Anywhere Banking acility Upcountry Cheque Collection Pay Orders and Demand Drafts Phone Banking Facility* Doorstep Banking Facility Internet Banking Facility Debit/ ATM Card Mobile Banking

Real Time Gross Settlement (RTGS) system:
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RTGS is a payment system in which both processing and final settlement of funds transfer instructions take place continuously in real time. It is a gross settlement system where transfers are settled individually, that is, without netting debits against credits.

As it is a real-time settlement system, the system effects final settlement continuously rather than periodically at pre-specified times provided that a sending bank has sufficient covering balances or credit. RTGS system can be characterized as a funds transfer system that is able to provide continuous intra -day finality for individual transfers. In this system pay ment instructions between banks are processed and settled individually and continuously throughout the day. This is in contrast to net settlements where payment instructions are processed throughout the day but inter bank settlement takes place only afterw ards typically at the end of the day. In RTGS system, payee banks and their customers receive funds with certainty, or so-called finality, during the day, enabling
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them to use the funds immediately without exposing themselves to risk.

Cheque Referral Process ICICI Bank offers a cheque referral process, for cheques issued by the corporate customers, which could not be cleared as they are technically deficient. The cheque referral process would enable customers to authorise clearing of cheques after being duly authenticated by the Bank. The referral process would cover only the following six technical reasons:
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Title of account required: Refers to the company stamp that must accompany the signature of a director/ authorized signatory Drawer's signature incomplete/ differs/ required Alteration in date/ figures/ words requires drawer's full signature Post-dated Out of date Amounts in words and figures differ

The technical reasons beyond the six reasons specified above would be rejected by the Bank. A customer can register for technical cheque referrals by submitting the application form for ―Phone Banking with Cheque Referrals‖. The process flow for referring and approving such cheques would be as follows:
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ICICI Bank would send an SMS/email alert to the customers registered for ―Phone Banking with Cheque Referrals‖. The authorised user/s of the corporate calls the Bank and after authentication based on TPIN and CRN, gives confirmation for approving the cheque. Based on the decision given by the client, ICICI Bank would take appropriate action.

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Salary Accounts Salary Account is a feature rich corporate payroll account with benefits for both corporates and its employees.  The process of drawing cheques for salaries is replaced by sending a single ASCII f ile to the bank and the amount is directly credited into the employees salary account  Cuts down payroll processing workload  Salary Account can be opened with minimum 10 employees  Instant credit of salaries

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees. As an organization, you can opt for our Salary Accounts to enable easy disbursements of salaries and enjoy numerous other benefits too.

With ICICI Bank Salary Accounts your employees will enjoy the convenience of : • • • Having the largest network of ATMs at their command, Free 24 hour Phone Banking, Free Internet Banking.

All that the organization would require to do is to send ICICI Bank an advice (in form of a cheque/debit instruction, ecs, etc) for the total salary amount along with the salary details of the designated employees in a soft and hard copy format and we will credit the respective employees' accounts as per your statement of advice.

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ICICI Bank Salary Accounts benefits you in more than one ways:-

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Reduces paperwork. Saves remittance costs. Employees receive instant credit of salaries. More convenient than ECS.

Besides all of the above, employees automatically become ICICI Bank account holders with special benefits and privileges of 8-8 banking, Investment advisory and much more... Eligibility The organization needs to have a minimum of 25 employees and a payout of Rs 36.0 lacs per annum and average salary per account of Rs. 12,000 per month.

Advantages to Employers Successful business owners know that it is better to be an expert on the product or service you are selling and let someone else be the expert on other tasks. One such 'other task' is the payroll and salary disbursement. Outsourcing the administrative task of payroll, is one way you can invest more time into your own business and waste less time worrying about keeping up with the ever changing and complex rules and regulations governing payroll. Top Reasons to Outsource Salary Disbursement and Payroll Processing
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Salary upload through a single cheque: Give a consolidated cheque of the total salary amount to ICICI Bank and a breakup of the disbursements to the employees in soft and hard copy format.

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Multi-location Salary disbursal possible within ICICI Bank network: With the wide reach of ICICI Bank, salaries of employees located Pan India can be uploaded from a single point upload. Taxes: Market research shows that one out of every three employers has been charged for a tax-related payroll error. This equates to billions of rupees in penalties. A payroll service provider keeps you out of such statistics. Affordability: Consider how much time is spend managing payroll. This equates to time taken away from revenue-producing activities. At the very least, consider the cost of computer equipment and software as well as the extensive training that is needed to run payroll internally. Outsourcing with the right payroll service provider will save your time and money. Profitability: Outsourcing your payroll gives organization the freedom to get back to your business. Time: Organizations have better things to do with your time than calculating payroll. Getting salary cheques out on time is not only expected, but also a positive reflection on your company. Accuracy: Even with the simplest of payrolls, it's easy to make mistakes. Without current and on-going training in payroll compliance, your company could face stiff penalties and unhappy employees to boot. Privacy: It can be embarrassing and detrimental to morale if the wrong eyes fall on the salary cheques. Confidentiality is much easier to maintain when payroll is outsourced, particularly when your employees use direct credit . MIS: Payroll companies offer a wide array of standard reports that are informative and easy to read. Keep your records neat and concise with these invaluable reports. Flexibility: As business changes, so do payroll needs. Leave the details to an expert and focus on business.

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Professionalism: What better way to show your employees that the company is professional and secure, outsourcing your payroll coupled with all benefits of ICICI Bank savings accounts will enhance the successful image and will make employees happy. After all a happy employee is a productive employee.

Advantages to employees Your employees automatically become ICICI Bank Salary Account holders with special benefits and privileges and receive instant salary credit. The benefits include International debit card, Corporate card with Individual Liability (CCIL), access to Phone Banking and Internet Banking, Demat accounts, and a host of other services to complement their savings account. Here are some of the features of ICICI Bank Salary Account: BANKING
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Welcome-Kit No more waiting for weeks to get a chequebook and debit cards. ICICI Bank Salary Account customers will have the facility of filling up a form and getting their chequebooks and debit cards immediately. Value Added Savings This is an unique facility which gives employees liquidity of a Savings Bank Account coupled with the high earnings of Fixed Deposits. DebitCard We offer an International Debit card to our Salary Account customers to provide them access to our extensive ATM network. The card also allows them to shop at over 11,000 merchant establishments. Interested employees can also apply for our International Debit Card 'N-Cash'. N-Cash is a Visa electron card, which gives the cardholder access to more than a million merchant establishments and Visa ATMs all over the world. The card comes with a unique points system through which the cardholder earns points every time a merchandise transaction is made. These points can be exchanged for cash later.

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FreeInternetBanking ICICI Bank Internet Banking, ICICI Bank's Internet Banking facility gives employees the freedom to operate their account from the convenience of their home, office or from anywhere in the world. OnlineFundsTransfer No need for cash withdrawals and cheque deposits. We give your employees the facility to transfer funds online from any part of the world. MobileBanking Employees can receive alerts on their mobile handsets providing them information about their ICICI Bank Accounts and ICICI Credit Cards Account. Now customers can also know the balance and other details of their accounts by requisitioning for it through SMS. Phone Banking Employees can use our phone banking facility to do banking transactions through our customer care centres. FreeUtilityBillPayments No queues. No wasted minutes. Now employees can pay utility bills like electricity, phone bills etc. using ICICI Bank Internet Banking. ReimbursementAccount If you opt to disburse/reimburse the travel, food etc. expenses via reimbursement accounts, a reimbursement account can be opened simultaneously along with the Salary Account savings bank account, which would be linked together with the debit card already held by your employee. FreeRemittanceFacilities Salary Account customers can avail of free remittance (demand drafts, cheques, pay orders) up to Rs.25,000 on ICICI Bank network. OverdraftFacility Employees get an emergency overdraft facility on request, based on their take-home salary. This would be adjusted in their following salary credit.

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Cash Delivery and Cheque Pick-up Facility If your office is located far away from our branch or ATM, the bank, on request deliver cash to you or pick up your cheques to be deposited. Bureaudechange Your employees can meet all their foreign currency needs, buy internationally valid travelers cheques issued by Thomas Cook, American Express, VISA and avail of a host of other travel related services.

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CARDS & LOANS
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CCILSilverCard Salary Account holders have the privilege of receiving the ICICI Bank Silver credit card (Corporate Card with Independent Liability), free for the first year. PersonalLoans As a special offering, our Salary Account customers would be extended personal loans. HomeLoans Home Loans from ICICI Bank comes to you with attractive interest rates and personalised service in the comfort of your home. CarLoans Car Loans from ICICI Bank come to you with instant approval, hassle-free documentation and competitive interest rates. TwoWheelerLoans Two-Wheeler loans from ICICI Bank come to you at attractive interest rates coupled with a flexible financing option. Loans Against Securities ICICI Bank will advance loans to Salary Account holders against securities and mutual funds owned by them.

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INVESTMENT SERVICES
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DematServices A Demat Account allows employees transact in shares instantaneously in a safe and secure manner. ReliefBonds/MutualFunds/Insurance Salary Account customers can now invest in Government of India relief and savings bonds, a basket of mutual funds, foreign exchange facilities and Insurance products through ICICI Bank. GoldCoin Employees can buy 24 karats Pure Gold, which ICICI Bank brings to you. Each coin comes to you straight from Switzerland. Refined to 99.99% fine gold and sealed with a unique Certificate of Authencityguaranteeing you its purity.

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LOANS Salient Features:      Attractive interest rates Door-step service from enquiry stage till final disbursement Can transfer your existing high-interest rate loan Free personal accidental insurance Special 100% funding for select properties

Home Loan: Interest rates on home loans have come down considerably in the last few years. Individuals who opted for housing loans in the years gone by, are still servicing them at 17% to 21% per annum. Quite a price to pay, since one can get a loan today for around 12% per annum. In such a case, you can opt for a balance transfer. Under this scheme, customers can replace their existing old high interest loan by a cheaper (equal to applicable current rates) loan. ICICI
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Home Finance will not only finance the balance amount of outstanding loan but also your prepayment charges to the old housing finance company. The result:     A lower EMI with the same tenure A reduced tenure with the same EMI A reduced tenure and EMI The same EMI and tenure but an additional amount as a loan For a detailed view on the savings you can avail of by opting for this facility, read Why it makes sense to transfer your loan

No charge on part-prepayment You may be expecting a windfall or inheritance in the near future. Or, even planning on selling some property or assets whose proceeds you can use to pay off this loan. It could also be the case that your income increases considerably and you would want to prepay at least a part of the loan. Most housing finance companies will charge you for prepayment. This prepayment penalty amounts to around 2% of the amount being prepaid. ICICI Home Finance does not levy a charge on part-prepayment. So, if there is a high probability that you will be able to at least part-prepay your loan, then you should consider a loan from a housing finance institution that does not charge you for doing so.When you do prepay, you will get an option on whether you would like to reduce the EMI or the tenure. Unforseen contingencies are taken into account ICICI Home Finance offers a free accidental death cover at absolutely no extra cost. This is extremely beneficial and protects both, your home and your family. Should you meet with an accident that results in death, your family will not face any problem concerning the loan repayment. The entire loan will be repaid out of the insurance cover and they will not have to contend with any EMI payments Interest paid on the home loan As per Sec 24(b) of the Income Tax Act, 1961 a deduction up to Rs.150,000 towards the total interest payable on the home loan towards purchase / construction of house property can be claimed while computing the income from house property. (The deduction stands reduced to Rs30,000 in case of loans taken prior to March 1, 1999). The interest payable for the preacquisition or pre-construction period would be deductible in five equal

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annual installments commencing from the year in which the house has been acquired or constructed. Please remember that in case of self occupied property, this deduction is allowed only for one such self - occupied property. The interest towards home loan taken for purchase, construction, repairs, renewal or reconstruction of house property is eligible for deduction under section 24(b). Principal repayment of the home loan As per the newly introduced Sections 80C read with section 80CCE of the Income Tax Act, 1961 the principal repayment up to Rs.100,000 on your home loan will be allowed as a deduction from the gross total income subject to fulfillment of prescribed conditions. Let us consider a hypothetical example. Your taxable Income: Rs5,50,000 Principal repayment for the same year: Rs1,10,000 and Interest payable for the year : Rs1,60,000 Total Deductions allowed: Rs2,50,000 (Rs1,50,000 towards interest payable & Rs1,00,000 for principal repayment of the loan) Thus, your taxable income will reduce to Rs3,00,000 ( Rs5,50,000 Rs2,50,000 ).

Personal Loans: Salient Features are      Loans for salaried & self employed individuals. Loans are available from Rs. 20,000 to Rs. 15 Lakhs. Repayment tenures from 12 - 60 months. No Security,Collateral or Guarantors required. Loans can be used for any purpose with no questions asked regarding the end use of the loan.

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 A balance transfer facility available for those who want to retire any higher debt.  All loan repayments are done via equated monthly instalments (EMI).

Car Loans: ICICI is the number one financier for car loans in the country.

 Network of more than 1500 channel partners in over 780 locations.  Tie-ups with all leading automobile manufacturers to ensure the best deals.  Flexible schemes & quick processing.  Hassle-free application process on the click of a mouse.  All loans at the sole discretion of ICICI Bank Ltd.

The CAR OVERDRAFT product at ICICI bank converts your Car into CASH , Yes ! all you need to do is Hypothecate your Car in our favor and we will give you :

An Overdraft facility - An Overdraft limit / Cash upto 90% of the assessed value of your vehicle. Interest Charged only on utilization - Interest is charged only on the amount utilized and the time period utilized for. In case of non- utilization of the funds no interest will be charged. Flexible Repayment - No fixed Equated Monthly Installments , every month pay only minimum 5% of the total utilization of the overdraft facility.

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An HPCL Debit Card : which allows you to transact at any VISA Merchant outlets who have electronic swipe machines. You can also use this card to withdraw cash from any ICICI Bank ATM.  A Roaming Current account - with the facilities of Any Where Banking & NIL Minimum Balance requirement.  Multicity Cheque Book - We value your time and money. Your cheques will be treated as local cheques at over 100 centres across India.  Internet Banking : effect fund transfers , accesses your statements , pay your bills etc….from the place of your convenience.  Phone Banking : carry out basic banking operations over the telephone  National Accesses - access to 450 branches and 1750 ATMs.  Overdraft Facility at the sole discretion of ICICI Bank Ltd.

Two Wheeler Loans "Zoom" away in your favourite two wheeler. ICICI provides attractive schemes at competitive interest rates.

 Finance facility available for all two wheelers ranging from mopeds to motor bikes.  Now avail Finance upto 90%* of the On Road Cost of the vehicle, repayable in convenient tenure options ranging from 6 months to 36 months*.  Ride Easy Pay Easy with ICICI Bank Two Wheeler Loans.  In an unlikely case of your not meeting our norms NO PROBLEM you can still avail our loan, any blood relative can be your coapplicant.

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 Existing ICICI Bank Customers ride away on your favourite Two Wheeler by availing Loan On Phone*-- a facility to get an instant loan over the phone!!  Apply for loan online, call or through sms.

*conditions apply Service Tax is applicable on all fees and charges.

COMMERCIAL VEHICLE LOAN  Reaches you through more than 700 locations across the country.  Range of products under one umbrella.  Funding of various products like HCVs, Buses, MCVs, LCVs, 3 wheelers & used vehicle.  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, Xtend product, working capital loans & other banking products..  Preferred financier status with most of the leading manufacturers.  Simple documentation.  Quick turn around time.  Flexible financing solutions to meet the individual requirement.

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LOAN AGAINST SECURITIES

Loans against Securities enables customers to obtain loans against their securities. So they get instant liquidity without having to sell their securities. All customers have to do is pledge your securities in favour of ICICI Bank The Bank will then grant them an overdraft facility upto a value determined on the basis of the securities pledged by them. A current account will be opened and customer can withdraw money as and when they require. Interest will be charged only on the amount withdrawn and for the time span utilised. ICICI offer loans against:

 Demat Shares  RBI Relief Bonds  Mutual Funds Units  India Millennium Deposits (IMDs)  ICICI Bank Bonds  Life Insurance Policies (Single Premium)

FARMER EQUIPMENT LOAN  ICICI is the preferred financier for almost all leading tractor manufacturers in the country.  ICICI finances farm equipments in over 381 locations spread across the country.

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 Provides fast processing of files with easy documentation.  Flexible repayment options in tandem with the farmer's seasonal liquidity.  Monthly, Quarterly and Half-yearly repayment patterns to choose from.  Comfortable repayment tenures from 1 year to 6 years.

CONSTRUCTION EQUIPMENT LOAN Having funded infrastructure for over 4 decades, ICICI understands the need of the customers better. ICICI Bank offers attractive financial packages through their excellent distribution network. The products are customised for new entrepreneur to large business houses. ICICI has tieup with leading construction equipment manufacturers for wide range of products. The Bank take over existing high cost loans at competitive terms resulting in huge savings and is quick in processing due to easy formalities and one time sanction of loans for disbursement over a period of time.

OFFICE EQUIPMENT LOAN:  Minimum documentation required  Doorstep Service  Competitive Interest rates  Flexible repayment structure  Hassle-free application process with the click of a mouse.  Details on your application status online

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MEDIACL EQUIPMENT LOAN: Professional doctors are aware of the distinct advantages that the latest medical equipment can give their patients. ICICI Bank Medical Equipment Loans supports professionals in their effort to give the best to their patients. It's our humble way of being involved in a noble profession. Loans are offered for:  Purchase of New equipments.  Takeover of Existing loans.  Our Key features are:  Doorstep Service.  Funding in more than 150 locations across the country.  The bank provides Competitive interest rates.  ICICI also offers flexible repayment structure.

CREDIT CARD

Features of ICICI Credit Cards:  Bandhan Customers can freely present a maximum of two add-on Cards to their wife, sister, brother, parents or children above 18 years of age. To apply for this add-on Card, referred to as "Bandhan", customers can just call the ICICI Bank 24-hour Customer Care Centre and place their request with an executive. A form will be sent to them. Also if customer has linked your Credit Card with your Internet banking User-id then the customer can also place their request for an add-on Card online.

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 Balance Transfer Facility If customers own Credit Cards issued by other banks and wish to apply for an ICICI Bank Credit Card, they can transfer the outstanding balance from your other Card(s) on to the ICICI Bank Credit Card. This transferred outstanding will attract an interest rate of just 1.75% for the Blue & Silver Cards and 1.50% in case of the Gold Card. And what‘s more, this beneficial rate of interest is applicable for six months (this special interest rate will not be applicable for new purchases). Customers can transfer any amount from a minimum of Rs2,000 to a maximum 75% of the available credit limit on their ICICI Bank Credit Card.  Teleoptima Global Calling Card The Teleoptima Global Calling Card makes international calling absolutely easy and it does not levy and surcharge on customers. The Teleoptima Global Calling Card charges will be conveniently billed later to your ICICI Bank Credit Card and itemised call details will appear in your monthly statement. There is also a special global tariff plan.To avail of this facility, customers can call the ICICI Bank 24-hour Customer Care Centre and request for a Teleoptima form.  Global Emergency Assistance Service Customers traveling abroad have the option of using the Global Emergency Assistance Services provided by Visa\Master for our cardholders. These can be availed for 1. Reporting lost/stolen credit cards, 2. Requesting for an emergency card replacement 3. Emergency cash advance 4. Miscellaneous enquiries. For availing Visa Global Assistance Services, charges as applicable including telecom costs will be charged to your Card Account like Lost/Stolen Card reporting, Emergency Card replacement, Emergency Cash Disbursement and Miscellaneous Customer Service Enquiries.  Insurance Benefits on an ICICI Bank Credit Card Life is unpredictable and ICICI Bank understand customers concern for their family. Insurance is by far the best way to safeguard the interests of the family. And therefore in addition to any insurance cover customers already have, ICICI Bank offers the most comprehensive insurance - related

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benefits. ICICI offer accident insurance, purchase protection, baggage insurance, hospitalisation and household insurance.  Wide Acceptance ICICI Bank Blue Cards are welcomed at all Merchant Establishments displaying the VISA logo - over 1,10,000 and MasterCard logo - over 77,000 establishments across India and Nepal and the Silver and Gold Cards are accepted globally by over 22 million VISA Card and 22 million MasterCard accepting establishments.  Statement by e-mail and mobile alerts Statement Online is a very simple, powerful and convenient way to view Credit Card statement details instantly without any postal delays. Just sign up for Statement Online and get faster, reliable access to your Account Statement. Mobile alerts from ICICI Bank provides you with information on your ICICI Bank Credit Card even when customers are on the move. Customers would now no longer miss a payment or exhaust their credit limit without a warning. Currently customers having Internet Banking user-ids can subscribe to the alerts.  Earn while you spend-ICICI Bank Xpress Rewards Programme A special bonus plan that allows customers to earn points every time they use their Card, Every Rs. 100 that they spend earns them 1 point. The redemption of reward points can be done against the products, services in the rewards catalogue or against your renewal fees.  Photo-Card Customers have the option of having their photograph and signature digitally imprinted on the front of the Card. This provides extra security at any of the merchant establishments. In fact, it can be used as a proof of identification. In the interest of their own security, we strongly recommend that customers opt for a photo-Card. If customers had decided not to opt for a photo Card when applying, just call the ICICI Bank 24-hour Customer Care Centre and place your request with the executive. A form will be sent to you. You are then required to mail the completed form to the bank. A photo-Card will be yours at no extra cost.

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 Self Set Limit The only Card that allows customers to pre-define their own credit limits. They can request for a limit lower than what they are eligible for. Customers can even preset the monthly spending limits on the "Bandhan" Card. Any transactions over the specified 'Spend Limit' will be declined. This monthly spending limit can be reset every billing cycle by just calling the ICICI Bank 24-hour Customer Care Centre and placing a request with the executive. Your spending limit will be changed on-line and come in to force from the next billing cycle.  Cash Advance Facility With an ICICI Bank Credit Card in your wallet, you will not be strapped for cash ever again. You can withdraw cash on your Card, 24-hours a day from any VISA and MasterCard participating member bank ATM. During banking hours you can also draw cash over-the-counter, from any ICICI Bank branch in cities where the ICICI Bank Credit Card has been introduced.  Internet Banking To access information when customer need it, wherever they need it, ICICI offer you access to ICICI Bank Credit Card related information through the Internet on www.icicibank.com. Customers can do transactions like accessing account information - current and last statement, getting your payment status, viewing your monthly statement by email, request for a duplicate PIN, record a change of address, order a draft, give auto debit instructions, request for a replacement Card or an add-on Card, access and redeem online from the Rewards catalogue, subscribe to statement by e-mail and mobile alerts.  Limited Lost Card Liability In case the Card is lost or stolen, call the ICICI Bank 24-hour Customer Care Centre and report the loss of your Card. A new Card will be sent to customers within 72 hours of reporting this loss. Customers are protected from any financial liability arising out of transactions done on your missing Card, from the time loss is reported.  Dial-A-Draft

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To order a draft from the convenience of home, customers can simply call the ICICI Bank 24-hour Customer Care Centre and ask for a draft, payable anywhere in India and favouring any company or individual (you can order a draft up to the available limit cash limit on your account). The draft will be delivered to your mailing address. For each draft request, a transaction fee of 1.0% of the amount withdrawn, subject to a minimum of Rs 50, will be levied. However, for the Gold Cardholders, no transaction fee will be levied. In addition to the transaction fee, an interest charge will also be levied from the date of transaction to the date of repayment. The amount of the draft will be billed in the monthly Credit Card statement.  Utility Payments Customers now have the convenience of paying their utility bills - telephone and mobile phone bills through their ICICI Bank Credit Card.  Purchase Protection Anything the customer buy from his/her ICICI Bank Credit Card is insured against damage or loss due to fire or theft. You can claim the value of the product damaged or lost within 90 days of date of purchase. Purchase Protection for our True Blue Cardholders is Rs 10,000, Rs 20,000 for our Silver Cardholders and Rs 40,000 for our Gold Cardholders.  ICICI Bank 24-hour Customer Care Centre The ICICI Bank 24-hour Customer Care Centre is equipped with a state-ofthe-art system that ensures customers queries being handled efficiently and promptly.  Revolving Credit Facility When customers receive their bill, they need not pay the entire bill amount. They have the flexibility of selecting any of the following payment options: • Pay the total amount due. • Pay only the minimum amount due (5% of the bill amount subject to a minimum of Rs 100) and the balance can be carried forward to subsequent statements. • Pay any amount ranging from the minimum amount due to the total amount due.  Auto Debit Facility

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If customers have an account with any ICICI Bank branch, they have the option of making the payment of their monthly credit statement (either the minimum amount due or the total amount due) directly through their bank account.  Temporary Credit Limit Enhancement There will be times when customers feel the need for an increase in their credit limit to enable themselves to make increased purchases on their Card. To avail of the temporary credit limit enhancement, all that a customer needs to do is to call our Customer Call Centre and make their request. The executive will be able to increase the limit on-line.  Travel Discounts from BTI-SITA BTI-SITA will offer a 3.5% discount on all domestic air travel tickets. This will be applicable on Super Apex, Apex fares and super saver fares. BTISITA will also offer a 3.5% discount on international fares. These discounts will be extended to all ICICI Bank credit card customers, both existing customers and new customers. However the above rate of discount may undergo changes as and when the airline revises their commission charges. You can book the tickets either on phone or in person at 17 offices of BTISITA across various cities all over India.

Types Of Credit Cards ICICI Offers:

1. ICICI Bank Solid Gold Credit Card: Benefits
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Welcomed internationally at over 22 million merchant establishments. High credit and cash limits. Dial a draft free. Balance transfer at 1.5%. Zero lost Card liability. Complimentary Teleoptima Calling Card.
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        

Access to Global Customer Assistance Services. Purchase protection of Rs.40,000. Most powerful catalogue based rewards Program. Comprehensive Travel Benefits. Comprehensive Insurance for both primary and add-on Cards upto Rs. 20 lakhs. Household insurance upto Rs.75,000. Baggage insurance upto Rs. 25,000. Hospitalization Benefit policy upto Rs.50,000. Mobile Alerts and Statement by E-mail

2. ICICI BANK - American Express® Gold Credit Card: A Privilege Card is the most powerful and exclusive International Gold Card powered by American Express services worldwide and enjoy exclusive benefits available only to select. Exclusive Benefits
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Most powerful catalogue based Rewards Program - Earn 1 reward points on every Rs.25 you spend. Emergency Assist services (Medical, Legal, Personal and Travel services) by American Express Global network. 0% fuel surcharge American Express Selects is an exciting selection of year round offers and discounts. Wherever you find yourself in the world, you'll enjoy exceptional value and privileges in travel, leisure, dining and shopping. Highest Personal Accident Insurance upto Rs.40 lakhs. Discount of 3% on basic domestic airfares and 5% on basic international airfares through American Express (R) Travel Service Network. For details on the American Express (R) Travel Service Network partners offering this service in various cities click here.

American Express Travelers Cheque and foreign exchange are easily available through American Express Travel Service locations free of commissions.

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CO-BRANDED Credit Cards

Mohun Bagan

Ebony

Airtel Silver Airtel Gold Health - n Happiness

Features Type of MasterCard Visa MasterCard MasterCard Visa Cards offered Acceptance International International International International International Service 2.95% 2.95% 2.95% 2.95% 2.95% Charges for Revolving Credit Limited Nil Nil Nil Nil Nil Lost Card Liability (Post reporting) Balance 1.75% 1.75% 1.75% 1.50% 1.75% Transfer Rate (Offered for a period of 6 months) Comprehensive Insurance (12) Personal Upto Rs.10 Upto Rs.10 Upto Rs.10 Upto Rs.20 Upto Rs.10 Accident Lacs. Lacs. Lacs. Lacs. Lacs. Insurance (Air) Primary Cardholder (1) Personal Upto Rs.1 Upto Rs.1 Upto Rs.1 Upto Rs.3 Upto Rs.1 Accident Lac. Lac. Lac. Lac. Lac Insurance

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CLASSIC CARDS: ICICI Bank Sterling Silver Credit Card: A Card that offers special benefits to all members of your family starting with a Free "Bandhan" add-on Card.
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Comprehensive Insurance for both primary and add-on Cards upto Rs. 10 lakhs. Household insurance upto Rs.20,000. Baggage insurance upto Rs. 10000. Hospitalisation Benefit policy upto Rs.25,000. Purchase protection of Rs.20,000. Comprehensive travel related insurance.Zero Lost Card liability.Dial a draft at 1%. Balance transfer at 1.75%. Most powerful catalogue based rewards Program. Comprehensive Travel Benefits. Accepted at over 22 million merchant establishments globally. Complimentary Teleoptima Calling Card. Mobile Alerts and Statement by E-mail

ICICI Bank - American Express® Green Credit Card The true Companion is the most powerful International Classic Card powered by American Express services worldwide and rewarding generously on your spends.

Exclusive Benefits
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Most powerful catalogue based rewards Program - Earn 1reward points on every Rs. 40 you spend. Basic Assist services (Medical, Legal, Personal and Travel) by American Express Global network. 0% fuel surcharge American Express Selects is an exciting selection of year round offers and discounts. Wherever customers are the world, they enjoy exceptional value and privileges in travel, leisure, dining and shopping. Comprehensive Personal Accident Insurance upto Rs. 15 lakhs. Discount of 3% on basic domestic airfares and 5% on basic international airfares through .

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American Express Travelers Cheque and foreign exchange easily available through American Express Travel Service locations free of commissions.

ICICI Bank Visa Mini Card ICICI Bank Visa Mini Card is India‘s first Mini Card, is designed keeping customers in mind. Customers discover a whole new way of carrying your money. Sling it around your neck, or wrap it around your wrist, or just dangle it from your key chain whichever way. What‘s more, it comes along with a normal sized companion Card to enables customers to use it at ATMs and at certain merchant establishments that do not have the electronic swiping machine. Making sure that customers do not need to carry your wallet at all. Special Features and benefits
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A set of accessories – namely a Card casing, lanyard and key ring – come absolutely free with the Card.Fabulous offers on Nike, Provogue, Cupid Jewellery from TBZ, Pizza Corner and Rediff merchandise to access privileges and super deals at the most happening hotspots in your city. Regular features of ICICI Bank Sterling Silver Card.

ICICI Bank Easy Deposit Card: ICICI Bank Easy Deposit Card is a card linked to customers Fixed Deposit with ICICI Bank. It boosts of some never before features making it the most powerful card in the industry. Special Features
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Only Indian card with the lowest ever interest rate of just 0.99% per month. Lowest interest rate on cash withdrawal at just 1.49% (with Nil cash advance fee at ICICI Bank ATMs) 2.5% fuel surcharge waiver at HPCL pumps.
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Earn upto 5 reward points/ Rs100 with ICICI Bank unique Express Rewards programme. A card that does not requires any income proof. Customers underlying Fixed Deposit continues to earn interest. Get free insurance cover of upto Rs20,00,000 on Gold and upto Rs.10,00,000 on Silver card. International validity. All the regular benefits of ICICI Credit Cards. Access to 24 hour customer care center. Available both as Silver and Gold variant.

Eligibility :
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Minimum FD value Rs.20,000 for Silver card and Rs.40,000 for Gold card.

AFFINITY CARDS: ICICI Bank - DENTIST’S Credit Card: Exclusive Features
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FREE Professional Indemnity Insurance. Electronic Equipment Insurance on EMI. Savings on ICICI Bank Medical Equipment Loan. Savings on ICICI Bank Personal Loan.

All the benefits of the Sterling Silver Credit Card ICICI Bank - Concern India Foundation Credit Card:
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Option to Contribute your Reward Points to Concern India Foundation. Free 'Bandhan‘ add-on Card. Comprehensive Insurance for both primary and add-on Cards upto Rs. 10 lakhs. Household Insurance upto Rs. 20,000. Baggage Insurance upto Rs.10,000.
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Hospitalisation Benefit Policy upto Rs. 25,000. Balance Transfer at 1.75%. All the benefits of the Sterling Silver Credit Card.

ICICI Bank - XLRI Credit Card:
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Option to Contribute your Reward Points to your Institute. Memories to Cherish - Picture/ Logo/ 4th Line Embossing.

All the benefits of the Sterling Silver or Solid Gold Credit Card

ICICI Bank - Amity Humanity Foundation Credit Card:
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Option to Contribute your Reward Points to Amity Humanity Foundation. Memories to Cherish - Picture/ Logo/ 4th Line Embossing.

All the benefits of the Sterling Silver or Solid Gold Credit Card.

ICICI Bank - HelpAge India Credit Card:
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Option to Contribute your Reward Points to HelpAge India Memories to Cherish - Picture/ Logo/ 4th Line Embossing.

All the benefits of the Sterling Silver or Solid Gold Credit Card

ICICI Bank - Odyssey Affinity Card: Exclusive Features
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10% off on all purchases at Odyssey Stores across all Product Categories Invites to Special Events, book launches etc at Odyssey stores. Home Delivery of titles through Dial-a- book service.
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Priority queuing at Odyssey stores.

All regular benefits of the Sterling Silver card

VALUE MONEY CARD: ICICI Bank True Blue Credit Card: India's first value for money Card. A no-frills Card packed with benefits that matter.
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Predefine your own spend limits. Visa and MasterCard acceptability across 1,10,000 merchant establishments in India. Dial a draft at 1%. Balance transfer at 1.75% Purchase protection of Rs.10,000. Most powerful catalogue based rewards Program. Comprehensive Travel Benefits. Personal Accident Insurance of Rs.3 lakhs (air) and Rs. 1 lakh (any other accident). Access to 24-hour Customer Care Centre and all VISA and MasterCard approved ATMS Mobile Alerts and Statement by E-mail

ICICI Bank True Value Credit Card: India's only Internationally valid value for money photo Card offering unmatched combination of features and convenience.
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A powerful Gold Rush lucky draw offer that gives over 400 gms of Gold as prize money every month on spends of over Rs.500/- per month Most attractive EMI offer at just 7.5% interest p.a. with NO processing fee - available at just phone call with no guarantor. Free Add on Card for life.

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International validity at over 12 million Visa approved merchants. Balance transfer at only 1.75 % p.a. Personal loan upto the available credit limit available at just 10% p.a. and 1% processing fee after 6 months of Card usage Personal Accident Insurance of upto Rs.3 lakhs (air) and upto Rs. 1 lakh (any other accident). Purchase protection of Rs.10,000. Dial-a-draft facility at only 1% Utility bill payment facility. Access to 24-hour Customer Care Centre and all VISA approved ATMS. Mobile Alerts and Statement by E-mail

CORPORATE CARDS:

The ICICI Bank Corporate Card gives organizations yet another opportunity to recognize their senior executives in a very special way by nominating them to become Card Members. The Corporate Card Programme is exclusively designed to be an effective tool in managing company's and employee's business expenses. The Card system also gives valuable information, in the form of monthly reports, on individual Card Member expenses and also cumulative expenses by various Merchant Establishment categories. And of course, the Card Member gets to enjoy all the benefits and privileges that come with an ICICI Bank Corporate Card. Powerful Benefits from ICICI Bank Corporate Card  Benefits to the company Corporate Identity Your company has the option of having its logo or the photograph and signature of the employee / Card Member imprinted on the front of the Card. This provides you with unmatched recognition and extra protection.
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Management MIS The ICICI Bank Corporate System provides detailed information (MIS) which can help in controlling expenses. Monthly management reporting is an integral component of the corporate Card offer from ICICI Bank. It gives the management and its employees a complete expense tracking mechanism. It also provides travel discounts, and a reasonable credit period. Thus reducing your working capital requirement. This will reduce the time and cost associated with expense control. The report package provides both Summaries and itemizations of charges and payments. The reports help you; • • • Streamline expense control Analyze spending patterns Forecast future spending

The Individual Card Member Billing Statement For convenience we give a one-glance statement that details each individual charge. It shows clearly all purchases, cash advances, applicable finance and service charges and amounts that remain outstanding month-wise. Consolidated Company Statement Useful for monitoring Card usage and payments, the ICICI Bank's Corporate Card system provides the organization with details of each Card Member's expenditure. It lists the date, place, amount of expenditure, the net amount payable by each Card Member, and at the end of the report, the grand total for the company. Individual Account Description Once the organization nominates their employees to become ICICI Bank's Corporate Card Members, they can receive reports. These will tell the organization in a variety of useful ways, how Card members are incurring expenses. Your employees simply need to charge expenses and pay back conveniently after receiving their statement. Card Members will receive a billing statement each month that lists their charges and payment activity. Cost Savings
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Improved cash float: The Corporate Card minimizes the need for cash advances and the administrative burden involved in tracking &
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reconciling them. Moreover, Card Members are billed once every month, which helps improve the Companies cash flow. Better rates from Suppliers: Management Information (MIS) generated by the ICICI Bank Corporate Card System helps the Corporation identify new savings opportunities and support fact based negotiations with suppliers. The Merchant Spending Report provides cumulative spending by all Card Members split into the travel and entertainment heads for e.g. by Hotel property, airlines, travel agencies, ATM cash with drawl, car rentals, petrol etc. This information can be used to obtain better rates from suppliers, and realize tangible cost savings. No Interest costs: The ICICI Bank Corporate Card is a Charge Card wherein bills are payable on receipt. This inculcates financial discipline amongst employees, saving the Company unnecessary interest burden on overdue out standing. Corporate pricing advantage: Unlike other Cards, ICICI Bank Corporate Card recognizes your Company's buying leverage. As the number of Cards issued in a company increases the annual fee payable per Card keeps reducing saving costs to the corporation

Benefits to the employees
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Ease of charging and accounting business expenses ICICI Bank provides you with a billing statement that lists all charges on the Card date wise with complete transaction details. So you know how much you spend and where. The Descriptive Billing statements helps reconciliation of expenses Attractive spending limit. Unlike most other Cards the ICICI Bank Corporate Card provides the flexibility to the corporate to set spending limit for the company nominees. For the Classic Corporate Card the minimum spend limit is Rs.40,000/- and the maximum spend limit is Rs. 3,00,000/-, for the Gold Corporate Card the minimum spend limit is Rs. 50,000/- and the maximum spend limit is Rs. 10,00,000/-. Frequent travelers find this facility extremely useful when handling large expenses and during unexpected situations such as extended business trips Wide acceptance at quality establishments where business travelers normally incur business expenses. ICICI Bank Corporate Card is

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affiliated to Visa and is welcomed at all Visa Merchant Establishments - 1,10,000 establishments across India and Nepal and accepted globally by over 22 million Visa Card accepting establishments. Global Customer Assistance Services. Visa provides the following Card related assistance services to ICICI Bank Corporate Card Members when traveling overseas. o Lost/stolen Card reporting o Emergency Card replacement o Emergency cash disbursement

 Security / Insurance Cover -Photo and Signature option for Individual Card Members -Comprehensive Insurance cover -Personal Accident Insurance of up to Rs. 5 Lakh for road/rail accident and up to Rs 20 Lakh for air accident -Limited loss Card liability. Post reporting the loss of Card, liability is Nil. -Purchase Protection cover of upto Rs. 40,000 -Household Insurance cover of upto Rs. 75,000 -Hospitalisation Benefit cover of upto Rs. 50,000 -Unique lost baggage Insurance of upto Rs 25,000
World Class Service 24 hour customer services delivered to international standards from

 Membership Rewards ICICI Bank Rewards Plus Programme is an opportunity to participate

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in the most powerful Rewards program in India. For every Rs.1000 you charge to the ICICI Bank Corporate Card card holders earn 10 Membership Rewards point. And it is so simple to redeem these points. The Card Member needs to accumulate a minimum of 150 reward points and at the end of the year can redeem these reward points against any items in the rewards catalogue. Other Benefits to Card Members
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Free Teleoptima Calling Card for use overseas with discounts on airtime and a cost saving tariff plan Emergency Assistance Services that enables Card Members to obtain emergency legal/medical referrals while traveling overseas. Overseas Insurance Cover Delay in Flight cover of up to USD 250 Delay in receipt of checked baggage cover of up to USD 300 Loss of Checked Baggage cover of up to USD 1200 Missing of flight cover of up to USD 300 Loss of travel documents cover of up to USD 500 Hijacking cover of up to USD 3000.

INVESTMENTS ICICI Bank cares about all needs. Along with Deposit products and Loan offerings, ICICI Bank assists people to manage their finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products:
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ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporate Investment in "Pure Gold"

Customers can invest in above products through any of ICICI bank branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.com)

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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 •Investment in ICICI Bank Bonds are eligible for tax rebate under Sec 88 to the full extent possible •Bonds are listed on BSE, NSE

GOI Bonds 8% Savings Bonds (Taxable), 2003 •Low risk. •Reasonable investment tenure. •Nomination facility available. •Cannot be traded in secondary market. •Interest income taxable.

Savings Bond - Basic Features The main features of these bonds are as follows:        8% Savings Bonds (Taxable), 2003 Maturity Period 6 years Rate of Interest 8.0% per annum (Taxable) Risk Attached Low Risk Minimum Investment Rs.1,000/Maximum Investment Unlimited in multiples of Rs.1,000/Loan Facility Not available

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 Overall Liquidity Not tradable  Date of Issue Date of realization of the funds

MUTUAL FUNDS Mutual Funds pool money of various investors to purchase a wide variety of securities while pursuing a specific goal. Selection of Securities for the purpose is done by specialists from the field. Returns generated are distributed to the Investors. Mutual Fund Companies offer various schemes. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk. Investment is done on the basis of prevailing Net Asset Values of various schemes. Mutual Funds Investments are however subject to Market Risks. Types of Funds Sold ICICI helps investors determine which types of funds they need to meet their investment goals. This may include the following types of funds: • Debt : Liquid schemes, Income schemes, G-sec schemes, Monthly Income Schemes etc. • etc. Equity : Diversified Equity Schemes, Sector Schemes, Index Schemes

• Hybrid Funds : Balanced Schemes, Special Schemes - Pension Schemes, Child education Schemes etc. ICICI Bank helps investors identify an appropriate mix of Mutual Fund schemes for their portfolio using asset allocation strategies. Through ICICI Bank investors can invest in various schemes of multiple mutual funds with decent performance record. Investors can take the aid of our various research reports on mutual funds and their schemes before choosing a scheme for investment.

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ICICI Bank offers these investments in Mutual Funds through Multiple Channels. With ICICI Bank, you can invest in Mutual Funds through following channels • • • ICICI Bank Branches ICICI Bank ATMs ICICI Direct.Com

And provide a dedicated workforce to serve clients. • Before being deputed, the 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, CFA etc. We keep you updated ICICI keeps the investors updated on the latest happenings in the Mutual Fund industry and the various financial markets through regular electronic updates (daily & weekly) through Emails. ICICI also send out a monthly magazine on investments to their customers.

Advantages of Investing in Mutual Funds  Professional Money Management & Research Mutual funds are managed by professional fund managers who regularly monitor market trends and economic trends for taking investment decisions. They also have dedicated research professionals working with them who make an in depth study of the investment option to take an informed decision.

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 Risk Diversification Diversification reduces risk contained in a portfolio by spreading it. It is about not putting all your eggs in one basket. As mutual funds have huge corpuses to invest in, investors can be part of a large and well-diversified portfolio with very little investment.

 Convenience With features like dematerialized account statements, easy subscription and redemption processes, availability of NAVs and performance details through journals, newspapers and updates and lot more; Mutual Funds are sure a convenient way of investing.

 Liquidity One of the greatest advantages of Mutual Fund investment is liquidity. Open-ended funds provide option to redeem on demand, which is extremely beneficial especially during rising or falling Markets.

 Reduction in Costs Mutual funds have a pool of money that they have to invest. So they are often involved in buying and selling of large amounts of securities that will cost much lower than when you invest on your own

 Tax Advantages

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Investment in mutual funds also enjoys several tax advantages. Dividends from Mutual Funds are tax-free in the hands of the investor (This however depends upon changes in Finance Act). Also, capital gain accrued from mutual funds investments for period of over one year is treated as long term capital appreciation and is taxed at a lower rate of 10% without benefit of indexation or 20% with benefit of indexation.

 Other Advantages Indian Mutual fund industry also presents several other benefits to the investor like: transparency - as funds have to make full disclosure of investments on a periodic basis, flexibility in terms of needs based choices, very well regulated by SEBI with very strict compliance requirements to investor friendly norms.

Initial Public Offering Investors can invest in IPOs online through www.icicidirect.com with same convenience of investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar, recent IPO listings, prospectus/offer documents and live prices will help you keep on top of the IPO markets. GOLD Gold has been traditionally the most favored form of investment for Indians. In fact, India, even today is amongst the highest consumers of Gold in the world. However, the Gold market remains largely unorganized with reliability and convenience remaining the key issues for gold buyers in the country. ICICI Bank with its ‗Pure Gold‘ offer attempts to bridge the gap between the need of the customers for buying gold and availability of an organized avenue to satisfy that need, by taking care of the two key components –
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Reliability and Convenience. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per international standards. The gold coins that come in 5gm, 8gm, and 10gm are packed in tamper proof packages. Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market. Currently, gold is available in 8 gram and 5 gram categories, subsequently other denominations will also be introduced.

PRIVATE BANKING

Benefits Comprehensive range of products and services -Savings Account, Fixed Deposits, Recurring Deposits, Quantum Optima, Current Accounts, -Resident Foreign Currency (Domestic) Accounts etc. -Asset Products- Home Loans, Car & Personal Loans, Loan Against Securities etc. -Investments- Government of India Bonds, Mutual Funds, Capital Gain Bond etc. -Insurance -Web Trade and Demat Accounts -Gold Coins & Bureau de Change -International Debit and Credit cards -And many more....

Exclusivity and Convenience -Dedicated Officer
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-Separate interaction area in the branch -Anywhere Banking facility -Exclusive Phone Banking service -Competitive Pricing -Reduced rates for products and services -Several Complimentary Offers -Value-linked benefits Competitive Pricing -Reduced rates for products and services -Several Complimentary Offers -Value-linked benefits NRI SERVICES

Wherever people may be, in India or abroad, ICICI Bank has created a wide range of products and services that provide customers complete financial solutions. Helping them to make the right decisions at the right time and can be rest assured that they are in the safe and trustworthy hands of ICICI bank.

Deposit Products:

1. NRE Account: An NRI can open a Non-Resident External Account(NRE Account)with any bank in India. The account not only lets customers manage their money that they earn in India (as permitted by FEMA Regulations) but also of the money earned abroad. The money in the account and the interest earned on it can be sent back outside India without any authorization from RBI. The Account can be opened and funded in any permissible currency, and is later converted into Indian Rupees. This Account offers dual benefits of high returns as offered by the fixed deposits and liquidity as offered by the savings account. The Account helps

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customers take care of all their financial needs, quickly and conveniently. In addition to attractive rupee interest rates customers get free money transfers, easy access for the customer as well as for his/her family back in India, and a free mandate card for the loved ones in India. Advantages of NRI Easy Rupee Account  Free and Easy money transfer through www.money2india.com from the comfort of customers home or office. Customers get attractive exchange rates every time they send money to India.

 The services make accessing and tracking account simple and easy. Account can be accessed and monitored in 2 ways - By logging on to www.icicibank.com to access account round the clock - Calling the 24hour toll free number from a fixed line in India

 Low minimum balance of just Rs.10,000 makes opening and maintaining an NRI Easy Rupee Account more convenient.  Mandate facility for loved ones in India so that they may access the account with an ATM Card, from over1910 ATM‘s and over 560 branches of ICICI Bank in India. Mandate holder also receives a cheque book  Free International cum Debit card that gives access to 6,00,000 ATM‘s and over 11 million shops and merchant establishment around the globe.  Free online payments of all the utility bills like telephone bills, electricity bills, insurance premium etc in select Indian cities.  The principal amount and the interest is fully repatriable.

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The NRE fixed deposit is an attractive investment option for customers and can be opened in Indian Rupees. The fixed deposits are opened for a minimum of 1year upto a maximum of 10 years. The principal and the interest is fully repatriable. The account also allows automatic renewal of the deposit.

2 . NRO Account: The Non-Resident Ordinary Account (NRO Account) allows customers to hold the money they have earned in India such as rent, dividends, pensions etc. They can open the account and can fund it in any permissible currency and is later converted into Indian Rupees. NRO account offers attractive exchange rates upon conversion of foreign currency into Indian Rupees. This account to offers high returns and liquidity. However, the interest earned on the principal amount in the account can be sent back after the deductions of tax in India.

Advantages Of NRO Account:       Attractive interest rates Free money transfers. Easy access to the money for individuals and their family Free mandate facility for loved ones in India Low minimum balance of Rs.10,000 Free online bill payment of the utility bills in India.

3. FCNR Account: A Foreign Currency Non Resident Account (FCNR Account) allows customers to maintain funds as Term Deposits in various foreign currencies, thereby guarding customers against fluctuating exchange rates. Under this
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account both the principal amount and the interest can be sent back fully, and are taxable in India. The tenures range from 12 to 36 months. Advantages Of FCNR Account  Attractive interest rates  Minimum deposit size is USD 1000, GBP 1000, EUR 1000 or JPY 2,00,000  Loans are available upto 85% on the deposits at attractive interest rates  Automatic renewal of deposit on maturity.

4. RFC Account: By opening a Resident Foreign Currency Account (RFC Account) customers can maintain funds as Term deposits in various foreign currencies even after they have returned to India. Both the principal and the interest can be remitted outside India. The tenures range from 1month to 36months. Advantages Of RFC Account:  Attractive interest rates  Maintain accounts in 2 foreign currencies- USD & GBP  The account can opened and funded in any convertible currencies. It will be converted into one of these currencies as per the customers choice

NRI ACCOUNTS AT A GLANCE Particulars Currency NRE Account Indian NRO Account Indian
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FCNR Account USD, GBP,

RFC Account USD & GBP

Type Tenure Minimum Balance

Taxation

Rupees Savings and fixed deposit 1year10years Savings Account10,000 INR Fixed Deposit25,000 INR No Tax

Rupees Savings and fixed deposit 15days10years Savings Account10,000 INR Fixed Deposit25,000 INR 30%

EURO,&JPY Fixed Deposit 1year3years USD-1,000 GBP-1,000 EUR- 1,000 JPY-2,00,000

Fixed Deposit 31days3years USD-1,000 GBP-1,000 EUR- 1,000 JPY-2,00,000

No Tax

10% plus applicable Cess & Surcharge

Repatriation Principal & Interest are fully Repatriable

Principal amount is repatriable subject to conditions. Interest is fully repatriable after deductions of tax

Principal & Interest amount are fully repatriable

Principal & Interest amount are fully repatriable

Transferring Money ICICI Bank has various way through which its NRI account holding customers can transfer money and thereby has made the process of the

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same quicker, convenient and easy. ICICI Bank offers a host of online as well as walk-in options to transfer money to India.

Online Method: The online methods that ICICI Bank provide is powered by their service Money2India that allows NRI account holders to transfer money into an ICICI Bank account free of cost. It also allows transfers into bank accounts with over 30 other banks in India free of costs. Demand drafts above USD 1,000 or equivalent issued and payable at over 1250 locations in India are absolutely free. The customers enjoy online tracking of the status of the funds. In order to use any of the online services listed below the customer has to register with Money2India.

 Power Transfer: It is an online local wire transfer giving customers the advantage of quick and efficient money transfes. Customers can use it to credit any ICICI bank account, a non ICICI Bank account or issue a demand draft. This unique web based wire transfer facility also gives customers the convenience of knowing the status of their transfer at every stage with Money2India tracking number. Currencies available- AUD, CHF, HKD, JPY, NOK, SEK, SGD, USD, EUR, CAD, GBP & AED Charges- Free for credits to ICICI Bank. -Free for Direct Credits to non ICICI Bank Accounts -Free for Demand Drafts issued over Usd 1,000 or equivalent  Cheque Transfer: Customers an transfer money to any ICICI Bank account absolutely free of cost by simply posting their cheque to a local ICICI Bank P.O.BOX instead of sending the cheque to India. This helps in speeding up the money transfer significantly. Customers can track their funds right from the moment it reaches the P.O.BOX
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till the funds reach the designated ICICI Bank account way the individual tracking number. . Currencies available-, USD, EUR, CAD, GBP & SGD Charges- Free only for credits made to ICICI Bank accounts.

 E-Transfer: This is a direct debit facility using automated clearing houses which allow the customers to transfer money online from the comfort of their home. There is no need of visiting any branch and eliminates the hassle of paper work transfers are a click away. The service can be used to credit any ICICI Bank, a Non ICICI Bank account or issue a Demand draft. Currencies available: USD Charges: -Free to ICICI Bank Accounts -Free for direct credits to non ICICI Bank Accounts -Free demand drafts issued over USD 1,000

 Net Express: This is a complete online money transfer facility from UK, Europe, and Singapore to India customers can use their local banks internet facilities. In Singapore this facility is offered to all account holders of DBS Bank. Customers can send money quickly to any ICICI Bank account, a Non ICICI Bank account or issue Demand Draft at over 1,250 locations in India. Currencies available: GBP, EUR, SGD Charges: -Free to ICICI Bank Accounts -Free for direct credits to non ICICI Bank Accounts -Free demand drafts issued above SGD 2,000 or equivalent
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 Card Transfer: Customers can debit their Visa/Master Card to send money to India, completely online, with just a few clicks. Currencies available: USD Charges: From USD 3.50 to USD 31 depending on the card transaction amount ( Credits permissible only to ICICI Bank accounts)

 ME-NRI: This service is for account holders of Emirates Bank, UAE. The customers can transfer funds online from an Emirates Bank account to an ICICI Bank account Currencies available: AED Charges: AED 5

 NRI-Driect: This service is for the account holders of the Commercial Bank, Qatar. The customers can transfer funds online or at branches of Commercial Bank, Qatar to an ICICI Bank Account. Currencies available: QAR Charges: -QAR 10 for online transfer -QAR 15 for branch based transfer

OFFLINE METHODS:

 Home Point: A NRI account holder of ICICI Bank in India can send money from Canada in as little as 2hrs into an ICICI Bank account by
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walking into the any of the 960 Bank Of Montreal branches with the filled in deposit slip.

Currencies available: CAD Charges: -CAD 5 per transaction

 Wire Transfer: This service allows the customers the familiarity of their local bank, wherever customers are they can send money to any of the ICICI Bank account in India. Currencies available: AED, AUD, CAD, CHF, DKK, EUR, GBP, HKD, JPY, NOK, SEK, SGD, USD Charges: As charged by the local bank.  Foreign currency Cheque/Draft: This is the traditional mode of money transfer where customers can deposit a foreign currency cheque or draft in their account in India which is sent for collection by ICICI Bank. Currencies available: USD, GBP, EUR, AUD, SGD, CAD done via correspondent arrangement rest are application based

 Insta Transfer / Speed Transfer: With this service customers can transfer money into their ICICI Bank account in just 2hrs through an exchange house / Bank. Speed transfer credits the account or issue a Demand Draft at over 1,250 locations in India, as per instructions within 1 day. Availability: World-wide Charges: Variable-Depending upon the partner Bank / Exchange house

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 DD Drawing Arrangement: Another conventional method of money transfer customers can send money by making a rupee Demand Draft across the counter. ICICI Bank has partner exchange houses and Banks all over the world where Demand Drafts can be made.

Availability: World-wide Charges: Variable-Depending upon the partner Bank / Exchange house

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THE 5 ‘S’ PHILOSOPHY

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INTRODUCTION
Almost all banks have a wide variety of products to offer to the customers. There are regular transaction between the customer and the bank and therefore many notifications and records, that are required by both the bank and the customer for their satisfaction there are many requests that a customer makes that the bank has to oblige and thus keep records of the same in order to refer to them when ever required. It therefore goes with out saying that the banking sector any where in the world has the highest frequency of paper work that needs to be stored for future references, no doubt that the technology has improved and that various requests can be sent across through e-mails, however banks require physical possession of the same and thus it is convenient for the customers but very much the same as far the bank is concerned. ICICI Bank has always been looking to make banking comfortable and convenient as far as possible for its customers, and to manage the tedious paper work it uses the 5 ‗S ‘ philosophy to help its staff retrieve and manage papers in the most efficient and the smartest way. ICICI Bank was quick to understand that to be a leader it has to satisfy its customer needs, be it product or service. Simple aspects like a, well organized and systematic work place increases efficiency and brings about customer satisfaction. The 5 ‗S‘ philosophy helps the staff to understand the importance of being organized at the work place. 5 ‗S‘ Philosophy originates from Japan and came into deionization after the World War 2. It is one of the most powerful tool under the Kaizen umbrella. Kaizen theories originate from Japan and the word Kiazen basically means ‗change for good‘, the word Kia means little, ongoing, good and the word Zen means ‗for the better‘. The main aim of the 5 ‗S‘ Philosophy is to eliminate waste, reduce processing time, and add responsibility to operational staff. The Philosophy believes that small changes results in large improvements without large
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investments. The philosophy helps in organizing a work place in such a manner that efficiency of people & processes is enhanced. The philosophy identifies the 5 pillars of a managed work place      Sorting Systematic Arrangement Spic ‘n’ Span Standardization Self Discipline

SORTING: The very first step is to identify where the philosophy is to be deployed it could be as small as a work station or as big as the whole office. A well organized work place motivates people, both employees as well as others. The philosophy aims to improve safety, work efficiency, productivity and establish sense of ownership. Sorting basically means to divide the all the objects at the area where the philosophy is to be deployed into 5 broad categories 1. 2. 3. 4. 5. Needed regularly Needed but not regularly Needed regularly but not in excess quantity Wanted but not needed Scrap (BUCKET 1) (BUCKET 2) (BUCKET 3) (BUCKET 4) (BUCKET 5)

Items Needed regularly at the bank are account opening forms , pay-inchallans, DD challans, Rubber stamps, Stationery items, etc Items Needed but not regularly are Account opening forms of existing customers, Room freshener, Letter head, etc Need regularly but nothing excess quantity are loose cheque book leaves, floppies, printer paper, etc Wanted but not needed are items like cash reports, loan files, locker notice, files of audit reports etc

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Scrap items are old brochures, old challans, old files, news papers, disposable items. etc

SYSTEMATIC ARRANGEMENT: Systematic Arrangement basically aims at arranging and identifying things in a work area. Once sorting has been done at a work place and all different items are categorized the next step is to identify the right place where the needed and wanted items are to be placed. The 2nd pillar of the philosophy is also called as ‗PEEP‘ which basically means Place for Everything and Everything in Place. Every item after the sorting stage must have a place from where it can be located easily and quickly. Systematic Arrangement thus ensures that things are easily reachable. BUCKET 1 – Items Needed regularly- must be kept nearby so that they are easy to retrieve. BUCKET 2 – Items Needed but not regularly- a place that is further from the work station. BUCKET 3 – Items Needed regularly but not in excess quantity- 5 ‗S‘ common area

BUCKET 4- Items Wanted but not needed- located at a place from where it can be dispersed BUCKET 5- Scrap- Disposed of immediately Work station is the smallest unit of a work place or an office. To organize the overall work space, every work station therefore must be systematically organized. This stage includes proper placement of items in a clearly identified easy to understand and systematic manner.

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Before putting things in the right place it is important that a lay out is made, a layout is a detailed drawing of a space that indicates the relative positioning of the elements in that space, the layout of a work place ensures that the exact location of the items are known not only to the owner but also to the visitors. Work station layout must be displayed at every individual work station, while a department or floor layout must be displayed at a common place on the floor, the layout of the common storage area is to be displayed at the entrance of the same. Layouts must be made of both the front view as well as the top view The top view allows people to know who is sitting where and also where all the materials are located it is basically a bird eyes view it gives a clear idea of the exact location The front view indicates the storage area in a work place

In a work station the most important is to keep the drawer in order. Drawer

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Drawer A – can used to keep stationeries it is important to ensure that no excess or unwanted stationery items are in this drawer Drawer B – Is used to store files and documents which are used as daily referrals Drawer C – Can be used to store files and documents that are used once a month All storage areas, cabinets, shelves, drawers etc must be labeled and indexed properly. Alphabetical indexation must be prepared. Index must be labeled for frequently used manuals, brochures, books etc it helps to retrieve the items quickly and easily. A master index must be prepared for the workplace, which contains the address of each item in the workplace. A soft copy of the same must also be kept. Thus systematic arrangement is not only putting everything in the proper place and setting up a system so that it is easy to place each item in its proper place but also good labeling practices so that files and documents are easily identified and proper storage locations are clearly known. The stage also analyses as to why getting things out and putting them away takes so long. Study of issue such as who are the people who use the items frequently and occasionally is also done.

Store –room require extra care if they are not arranged properly retrieving things would become highly impossible and a pain taking process. The very first step in order to arrange the store room systematically is to make a lay out of it, both again of the front view and the top view that would help to understand the area available where all items that have been sorted out will be placed except for scrap which will be disposed immediately. It would be important to designate the right areas for the right things and avoid rework. Files must be stored in terms of usage or in sequence of routine priority every day. Files, Documents, Folders required often (BUCKET 1) must be kept at place closest and easily retrievable and must be nearest to the entrance of the store-room.
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BUCKET 2 items are farther than the regular needed items. Items in BUCKET 3 that is Needed regularly but not in excess quantity will be divided into 2, firstly items of optimum quantity should be placed at the work place and the second would be excess inventory that will be placed in the 5 ‗S‘ common area. Bucket 4 items wanted but not needed will also be kept in the 5 ‗S‘ common area. Again high emphasis needs to be given on labeling the files and items before they are moved into the store-room. The labels should be in standard formats and should include Names of files, Start date and end date of files, Retention time, Owner of the file, Department to which it belongs, File number. Files of different departments should be stored in the store room and must have different color binding. There needs to be a segmented index for the store room that would help to indicate what items are stored where and in which shelf of the rack in the store room. The index needs to be in alphabetically ordered. The index will be pasted inside the store room at the workplace. It must be clearly visible in the store room. All items in the store room are a part of the Master Index, a copy of the master index must be placed in the store room. The layout of the store room and the Index will allow easy access and easy retrieval of files and documents without having to search for them as layout and the index pin point exactly what is lying where. For documents that need to have regular inventory levels a KANBAN card is used that allows the staff members to know exactly how much of inventory level is required and after what level there need to be an order and of how much and also the contact details of the person responsible for providing the same. The KANBAN card is placed over the documents so that it is visible to everyone who is using them the card also states the owner who is responsible to manage the inventory level.

SPIC „N‟ SPAN Once all the items have been identified and systematically arranged, the emphasis is turned on being clean and keeping the files and the documents and all items in top condition. SPIC ‗N‘ SPAN is basically cleaning with meaning. Each person is responsible to inspect and look out for damages,
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defects; potential problems identify them and fix them. They should also keep a check whether the work area is sorted and systematically arranged or not. Staff should look out for reasons and think out ways to overcome the problems. SPIC ‗N ‗SPAN needs to be done on a regular basis and is an ongoing process. Places should be thoroughly cleaned.

STANDARDISATION The good practices developed in sorting, systematic arrangement, and spic ‗n‘ span must be standardized and made easy to accomplish. This step of the philosophy sees to it that the first three pillars i.e. sorting, systematic arrangement and spic ‗n‘ span are standing strong. The main focus is on developing a work structure that supports new practices and make the habit for the staff. One of the most difficult and the hardest task is avoiding old habits. It is easy to slip back into what one has been doing for years, because every one is familiar with it and feels comfortable. This step also looks into setting up rules, polices for handling items, files, documents at a work place.

SELF DISCIPLINE Self discipline basically is for every individual to understand and see to it that he/she is following all the rules and the polices of all the 5 pillars. This step makes sure that employees check themselves whether or not they are following all the 5 steps or not.

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POKA YOKE Poka Yoke is defect proof device that is specially used for maintaining files at the work place , at the bank there are large number of files that need to be maintained and kept so that various issues can be referred back whenever required . Poka Yoke mainly is a red color tape that is put on files, all files of similar nature will be taped in a specific pattern and would run form file number one to the last one. As seen below the very first set of files are say for example records of account opening forms the next set are of account closure. Using the Poka Yoke technique the files can never find a place where they actually don‘t belong i.e. account closure cannot be placed in account opening rack or shelf, the mistake will be clearly visible as the pattern specific to account opening will not match with the pattern of account closure. Also files will all ways remain in the same order File number 2 of the first set cannot be kept before first or after the last file as the pattern will be disturbed. Thus whatever comes out goes back where it actually came from and no where else.

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RED-TAG REGISTER

Red Tag is an action plan, and works as a reminder to the staff to take an action. The tag is red in color and highlights the pending actions. The red tag is generally used for the following  Wanted but not needed items that cannot be disposed off  Items for which an approval is required before disposing them  Observed abnormality which maybe a root cause for disorganization example: leaking walls, loose wires etc A red tag is a 2 portion self adhesive sticker that has a unique number for keeping track of items that have pending actions to be taken on them. One portion of the sticker is pasted to the identified item and the other half is pasted on the red tag register the entries of which are viewed periodically, each tag must start on a fresh page and the person responsible for the safe custody should put his/her initials at the end of the page with date. A red tag register is maintained at the work place to record and list the items that are red tagged, the register is supervised by the Branch Operation Manager. The register must be supervised after every 15 days, Schedule for reviewing the register must be mentioned on the second page. The red tag is always controlled at the regional or zonal level. Red Tag is not a one time exercise and needs to be carried out regularly,

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RETAIL BUSINESS DEVELOPMENT (RBD)

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THE PRESENT SCENARIO OF BANKING
ICICI has been quick to understand that the current scenario of banking in India is changing, it is not the same anymore , the public has various options to choose from with not much differences in the saving rates and other rates too, they needs to come up something that people are attracted to it , it should be something that differentiates itself from other banks. ICICI soon realized that they have to be customer oriented and have to understand the current status of lifestyle of the people. They were quick to understand that with the hectic work schedule of people, banks have to change, their style, their working hours etc. ICICI is the first and the only branch so far in India that have working hours from 8 am to 8 pm. ICICI are the only bank that have been granted permission by RBI to start its service of Bank@home the later part of the report deals with the subject. With the new banks entering into the market and margins filling up the competition has got tougher, but ICICI has been quick to understand the needs of its customer and has molded itself and in fact made itself flexible. ICICI also understands that customer demands value for their money the service quality standards at ICICI bank allow them to deliver better products faster. It is a fact that banks have been under immense pressure due to new entrants. The competition has been on a high. It is very clear customers would be willing to shift their money to new banks where they find a better rate of interest, however the rate difference between banks as very marginal and therefore the situation has not come into action and thus what is left is which banks can actually provide customers with meaningful and unique services. ICICI definitely stands out for the various services it offers to its customers also it has been able build a very strong trust with its customers which actually is the key to success.

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ICICI bank has therefore been looking to innovate services that actually help their customers. They have been finding out ways for their customers that allow them to feel comfortable and hence building their trust with them.

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INTRODUCTION
It goes without saying that banks in order to achieve their primary goal as an institution need to make sure that they net in as much as primary deposit they can, the eagerness to serve more customers has to be there. A bank never sleeps, it does not have a maximum limit, in order to grow in the present scenario banks have to make sure that they attract new clients not only by providing them new service but also by making them aware and wining their trust. ICICI has been encouraging their staff to net in customers and serve them with the best possible way. ICICI has been training their staff for the same with special programs that have been recognized throughout the world. Earlier the bank use to follow the Enhancing Relationship Value (ERV) model but seeing the present scenario of banking the bank has changed its model to Retail Business Development (RBD). Retail Business Development (RBD) is a unique model that allows banking executives to help cross selling and up selling of banking products to new and existing customers. Earlier ICICI followed the Enhancing Relationship Value (ERV) model but has now changed its model to Retail Business Development (RBD). Retail Business Development (RBD) model is one step ahead of Enhancing Relationship Value model (ERV). The Enhancing Relationship Value (ERV) model mainly looked into enhancing the relationship between the customers and the bank, by convincing the customers to deposit more money with the bank. More bank products we sold to existing customers, in short the bank looked at increasing deposits through existing customers.

The relationship management was basically done through call-centers and the retail branch had a very small role to play. However Retail Business Development (RBD) has a very different approach to that of Enhancing Relationship Value (ERV). Retail Business Development (RBD) looks at selling banking products not only to existing

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customers but also to new customers by proactively making them aware of the products offered by the bank. Retail Business Development (RBD) as the name suggest is the task of cross selling and up selling vested on the shoulders of the retail branches itself rather than the call centers calling up customers. The model gives emphasis that the retail branches of ICICI are the customer interface, when a customer walks in the branch with the mood to resolve his banking issues that is actually the time when probably will be willing to listen to what the executives have to say, all other sales channels may approach a customer at a time when he is not in a mood to listen and buy a bank product. The model also goes with the old saying that ―no sales without good service‖ the retail branches provide the customers with the services, a customer whose service issues are solved at the branch is more susceptible to purchase a product, thus there is a need for good and quality service to be rendered at the retail branch. Customers anyways connect better with an employee calling from the branch rather than a sales executive who he has never known, the model therefore also gives importance to building a good rapport with the customers on a an individual basis. To conclude the new model Retail Business Development (RBD) has put across a very important and a major responsibility on retail branches to act as lead generators whose main aim is to increase retention of existing customers and at the same time try to net in new customers.

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CONTENTS OF RBD

Although it would be difficulty to clearly define the boundaries of RBD as to what all should be considered under the RBD model the following are some of the contents of RBD that are crystal defined.  All Fixed Deposits more than 6months  Activation of Auto invest Quantum Optima 70% of the customers do not have Quantum Optima.  Cheque pick-ups for amount to be deposited in Auto Invest Quantum Optima enabled accounts  Leads across -Retail Liability Group -Small Enterprise Group -NRI  All accounts in new customer id, all accounts in same customer ids and recurring deposits opened.  Insurance Products -Mutual Funds -Insurances -Gold Coins -Bureau de Change  RBI bonds with non ICICI bank cheques.

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Accountability: All employees of the retail banking are converted into lead generators, it is on their shoulders now to make sure that cross selling and up selling of products takes place they have to make a rapport with the clients and take them into confidence for buying newer and better products that come up, the employees have thus make sure that the customers are ell aware as to what new is coming up or what are the usp of the various products of the bank. The job of profiling the customer and understanding his need is now vested on the retail staff. The retail staff is expected to  To make at least 250 calls per month that is recorded in the software  Convert at least 25 leads per month, which practically means 1 lead conversion per day.

SCOPE OF RBD IN INDIA: RBD has had success in many parts of t he globe the model initially originated in Australia. With the increasing GDP in India and people having more disposable income in their hands the RBD modes definitely has a bright future ahead.

The world has no doubt seen India as one of the biggest player of out sourcing, this is very evident with the number of call centers that have come up in the country. India has a large pool of highly educated professionals who speak English, India has the second-largest English-speaking population in the world. Also english is the principal language for business transactions in India supported with world class facilities and infrastructure, increasingly good telecom connectivity, and the capability to handle a range of services, High availability of educated, computer literate and English speaking customer care professionals

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The work force is highly reliable and can deliver world-class quality and ensure rapid delivery of service. Indian companies are also increasingly adapting to international quality and security standards, are just some of the reasons why outsourcing customer support to India is so popular. The Indian government has given a special thrust to the industry by reducing the prices of high-speed international private leased circuits. The recent IT boom has prompted the Government of India to announce exemptions from income tax and customs for the exports of IT enabled services. The central and state governments have put emphasis to set up state-of-the art infrastructure for the projected boom for IT enabled services. Indian companies can provide inbound customer support services at competitive costs compared to the same services in other countries Taking into consideration the scenario of increase in call centers in India and the reasons behind it, it goes without saying that the sector will only be expanding new jobs and roles to the youth. Manpower required at the call centers allow under graduates to work and start earning at an early age According to the IMF India‘s economic growth will increase by almost eight folds in the next 40 years. The future of India does seem very bright, The reason why GDP growth has remained strong since 1991-92 is that the contribution of non-agricultural sectors has considerably increased. This has enabled the economy to withstand sharp declines in the agricultural sector and yet register good overall growth. The declining role of the agricultural sector in the Indian economy is the most noteworthy development. With the increasing contribution of the non-agricultural sectors, the Indian economy is arguably undergoing a structural shift towards the fundamentals of a developed economy. Thus with the growing economy and the ever growing job opportunities the income level of the country would definitely climb up, leaving more people with more in hand. The RBD model would therefore have a bright chance for the bank to try and sell new or other products to its customers and also find new customers to take up various products the bank offers.

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ADVANTAGES OF RBD:  It acts as a value addition driver within the employees, they feel highly motivated as their roles expand and responsibility is vested on their shoulders.  Also the RBD model allows the employees to be aware of all the products, its features and the procedures. Since the model emphasizes on cross selling and up selling employees need to be upto date with the latest products and their features and act as lead generators for other products as well.  The RBD model adds a sales aspect to the profiles of the employees, they actually get to learn the practical aspect of sales as to what all difficulties are generally faced and also learn the power of convincing people.  Least to say the RBD model plays a very big role in the contribution of the branch and the organization.

MOTIVATION TO EMPLOYEES: In order to motivate the employees to use the RBD model and draw results from it ICICI Bank has kept a contest “KBC” Kaun Banega Champion. This is basically a weekly and a monthly contest and looks to reward employees who use the RBD to generate leads. In the weekly contest any staff member who generates atleast 3 sales pre week is eligible for the reward also the top 10 of the active staff that has generated atleast 1 lead in a week at a branch shall win. Incase of the monthly contest the staff member who generates atleast 12 sales per month is eligible. Also top 5 branch staff in each branch shall be eligible. Both the weekly and the monthly contest winners are given the option to choose from a portfolio of attractive prizes, employees are also given the option to delay their possession of the prize and wait for another win and then choose a much better prize thereby motivating employee to be recurrent winners.

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THE RBD PROCESS: 1st step- Using database from the ERVCMS software, Relis a software that has details of the account opening forms, Lead management system where pending actions are stored, foot fall at the branch or various other channels of RBD employees generate leads.

2nd step- Employees need to understand as what the customers require and then plan out a cross selling strategy as to what a customer may want, the main idea is that the employee handling a customer must try and profile his customers according to his age, by analyzing his income, his needs, etc. Once a customer shows interest in a product the details and names are entered into the Lead management system this allows accountability as the software requires the employee code before any lead is entered in it and thereby earning the credit for the same. 3rd step- Leads that have been entered into the Lead management system are given to the respected sales team. 4th step- The Lead management systems has full details whether the lead has been converted or not and infact can give details as to how far the employees have reached with the customer. 5th step- Branch and employees are evaluated on the numbers of leads converted

CHANNELS OF RBD Tele-selling- Tele selling is basically when the employees profile the customers over the phone and then try to cross sell or up sell their products according to the needs of the customer. Tele selling is of two types 1. Inbound calling 2. Outbound Calling Outbound calling is basically proactive as the bank takes the initiative and call up customers on their own whereas outbound is when customers call up
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on their own, customers maybe existing customers, referrals, or new customers. The employees act as a relationship manager for the customers and this is the quickest and the most convenient way to establish contact with customers, immediate response of the customer is taken and is also considered the most efficient way of offering products and services to customers one by one. however many times in practical life people do not show immediate trust with the person over the phone.  Walk-ins and Foot-falls- This is a very traditional way of selling services and products as the bank has to wait for customers to take the initiative rather than reaching out to them on their own. Many customers walk in with a query and are therefore not interested in listening to various new products that they could be offered however many times walk-ins and footfalls are a good source as customers may come to the branch with a mood to buy a product or service an during this he/she will be in a mood to talk about his/her other needs and listen to what the bank has to offer them.  Campaigns-Campaigns are one of the best way of attracting the target customers, although campaigns mainly aim at increasing the awareness level of customers regarding the products, services offered and their features they act as major lead generators because people interested in the products/ services are the ones who are generally attracted to such campaigns people at the campaigns can take down contact details of interested customers and the leads can be passed on to the branch.  Direct Mailers: Direct mailers can be sent out to almost all customers with the features of the product / service that the bank wants to offer them, however the response is not immediate.

The model identifies that the customers needs are of two types-

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1. Material: The material needs include required quality, required quantity, reasonable price, quick decision, safety, and performance as per claim. 2. Emotional: The emotional needs require attention, respect, politeness, importance, following up, fairness It is important for employees to understand these needs of customers

THE CUSTOMERS BUYING PROCESS The customers buying process goes through many stages it is not that one fine day he gets up fells he should buy a product and has it the next moment. The employees need to understand this process in order to interact better with the customer. The customer buying process is called as the ―REED‖ model The process is divided into 4 main stages as follows

1. Reorganization: A customer buying a product or a service is actually a result of realization that he/she has a need for the same this realization may be due to various factors general or personal. This is the stage where the customer is ready to listen and search for options. The stage is thus called the Reorganization of need.

2. Evaluation: Once the customer has realized that he wants to buy a product or a service he starts to look at the choices and the options available to him that fit his budget, needs etc. He then evaluates them on the basis of his preferences. This stage is thus called the evaluation stage where the customers evaluates the product or service that suits him.

3. Elimination: The customer in this stage wants to eliminate all his doubt regarding the product or the service he is look at as a considerable option, he would want to clarify doubts regarding
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quality, performance, credibility, and safety. This stage is called the elimination of doubts stage.

4. Decision: In this stage the sales representative needs to convince the customer no customer wants to like the decision pending too long and therefore after a successful decision the customer buys the product or service.

Selling depends upon the ability to identify the buyers needs. If the need of the buyer and the motivation to buy the product is known by the sales representative selling will be effective.

THE SELLING PROCESS: The sales process to is divided into many stages, an effective sales representative knows how to explain his/ her product to the customer. The stages are as follows

1. Opening: In case the sales representative is visiting the client for the first time or the client is not an existing customer the representative needs to greet the client, introduce him/her self and the Bank, and then only introduce the product and strike a conversation

2. Developing A Sale: The sales person needs to extract as much specific details relating to client‘s needs, problems, budget and buying criteria this would help the representative to decide which product he may offer to the client

3. Proposing A Solution: Once the sales representative has full knowledge regarding client‘s needs, problems, budget and buying criteria he can go a ahead and propose various solutions to the client

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that meet his needs, products and services generally are not tailor made and therefore may not have the exact fitting as required therefore the products and services best suited to the client should d be proposed.

4. Eliminating Doubts: Since products and services do not fit exactly according to needs of customer, the client would have a few doubts and queries that he would want to clarify before he takes a decision. The sales representative should be in a position to answer all such queries. It is important the sales representative has the BPC knowledge*.

5. Closing: The sales should only be considered complete when the client has said yes and gives order and the money. The sales representative must try and cross sell other products or services only when the initial deal is complete.

There are 2 selling styles: 1. Push Style: In the push style the seller tries to sell what he fells the customer should buy, this is used when the client does not have much knowledge about the product or service he wants to possess. 2. Pull Style: In the pull style the sales representative identifies the customers needs, budget, etc and then sells a suitable product that matches the customers requirements. This style is used generally when the client has full knowledge of the features of the products he desires and is focused on some critical aspects of the product or service . *BPC KNOWLEDGE BPC knowledge is basically the knowledge regarding  BANK: Turnover, Profit, Establishment date, Branches and ATm network, Services, Tie-ups, Market share, New items, Policies etc
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 PRODUCT: Features, Benefits, Price, SWOT analysis of the product, Schemes  COMPETITORS: Line of business, Product range, SWOT analysis of the competitor, Prices, Schemes, Network, Market share.

The BPC knowledge helps the sales representatives to be confident and creates a good impression on the minds of the client, also it allows to answer the clients queries on the spot that helps to build trust in the product and the bank.

ADVANTAGES OF KNOWING THE SELLING AND THE BUYING PROCESS The sales representative starts to build a relationship with the client when he visits the client for the first time, now at that point of time the client maybe in any of the buying stage. If the sales person is able to identify the stage customer I sin the buying process it would be easy for the sales representative to match it with his efforts, his job becomes clear too and he would then take up an appropriate action in the selling process. Example say customer is in the process of eliminating doubts then the sales representative would focus on eliminating doubts and queries rather than introducing the bank or closing the deal.

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BANK@HOME

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BANK@HOME
Over the years ICICI has been finding out ways to simplify banking for the people at large. Every step to has been taken to insure that the bank is able to adapt to the ever changing situation in order to serve people best and maintain the trust that the people have showed, ICICI is the only bank that allows people to use their services from 8 am to 8 pm. ICICI now take their services one step further and change the present traditional way of banking and are sure to bring about a revolution and proudly introduced their latest service ―Bank@Home‖ in November last year. With the present tight working schedule of people the service would help people to skip visits to the branch for small-small issues. No more traveling in the extreme weather and waiting in queue. This service helps the bank to interact with their clients even after their working hours without visiting our branch. This service that has been authorized to ICICI Bank exclusively by the RBI has two models to it.  RSD Service  Cash On Tap Service

The main aim behind introducing the two services was to make banking more convenient for clients and also try to reduce the foot fall at the branch, it was estimated a client coming to the branch costs the bank around Rs.54 whereas the client using the Bank@Home service costs a mere 1020Rs.Moreover with the heavy traffic at the branch the employees are unable to take out time for cross selling and up selling products. However this service did not taken off too well.

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UNDRESTANDING THE BANK@HOME PROCESS: Bank@Home is a unique service that ICIC started in November last year, it is one of the first and the only bank to offer this service and has been authorized by RBI for the same. ICICI Bank has been working to make banking simple and flexible. The present life style of the people is a hectic one keeping the customers in mind and their comfort ICICI Bank came up with flexible working hours from 8 am to 8 pm. The Bank@home service allows the customers to use the banking service without having to visit the branch and wait in long queues. ICICI Bank understood the paucity of time of their customers. The Bank therefore introduced their service Bank@Home that allows customers to use their service 24x7, so even if the customers have not been able to take care of their issues during the banking hours ICICI is still there to take care of their issues.

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Working: Bank@Home has 2 models  Remote Service Delivery (RSD)  Cash On Tap (COT) Bank@Home (RSD) is a service that has been structured in a simple way, the bank will be putting up request drop boxes throughout the city, many of the banking issues can be handled by this box 24x7. The customers will have to enroll* with the bank for the service (there is no enrollment fee), on enrollment they would be given an identification number. Once the customer has got enrolled with the branch he can start using the service. All that the customers have to do is fill up the request form that is available at the request drop boxes. The request form contain various issues that can be handled by the service and the customers can choose any one request per form. The request drop boxes are cleared on a daily basis, and the request reach the respective branches the next day and the processing for the request start. Therefore effectively the bank would only take a day extra for the request to be handled. The processing time however will be the same for the request. Example A customer visiting the branch with the request for a cheque book issue, the processing time for which is 5days, the customers may use the Bank@Home service for the same and the processing time will be 6days. Bank@Home (COT) allows its customers to call the phone banking assistance and ask for cash to be delivered to him/her or ask someone to pick up cash for depositing it into his account. Calls made on a working day between 8 am to 6 pm will be served within the next 2hrs. Calls made after 6 pm or on a non working day will be served within 2hrs of the branch opening on the next day. Customers however have the option to request the time of delivery/pickup of cash however 2hrs is the minimum time for the bank to serve the request. Incase customer wants to withdraw /deposit cash through Bank@Home (RSD) then the cash will only be delivered/picked up the next working day from the day the request has been made.

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The customer while using the cash on tap service will be asked to provide a cheque number against which the cash will be delivered. The cehque will be a self drawn cheque for the amount to be withdrawn. At the same time the customer will provided with a transaction id over the phone. In order the receive the cash the cheque number told by the customer over the phone must match with the cheque presented to the representative also the transaction id must match. *(It is not necessary that the customer is enrolled with the Bank@Home service to use cash on tap service the representative that the serves the request will get it filled at the time of picking up or delivering cash)

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Services Provided Bank@Home allows its customers to deal with the following issues without having to visit the branch and dropping in request forms in the request drop boxes placed throughout the city.               Application for DD/PO/Funds Transfer Cheque book request Cash Withdrawal Cash Deposit FD/RD account leads and renewal Bank statement issues Account opening leads De-mat account opening leads ATM/Debit card De-blocking ATM/Debit card pin regeneration Debit card reissue Internet/Mobile banking registration Interest Certificate request Linking Account to existing internet banking id

The services mentioned above are provided under Bank@Home Remote delivery service (RSD)

The Bank@Home Cash On Tap service provide the following two services  Cash Withdrawal  Cash Deposit

PRICING:

The Bank@Home remote service delivery (RSD) model is absolutely free of cost, there are no extra charges for the requests placed under this model i.e. where customer drops in request in the request drop boxes put up throughout the city. However all normal processing charges presently applicable on any
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request will apply. Example If a duplicate statement request at the branch costs Rs.25, then the request for the same through the RSD model will cost the same.

The Bank@Home Cash On Tap (COT) that basically deals with the request of Cash withdrawal and Cash deposit do charge a flat fee of Rs.40 incase the cash is required within 2hrs, cash request after 2hrs from the request are not charged, However for HNI customers (customers having balance of more than 5,00,000 in their account) there are absolutely no charges. The maximum limit for cash withdrawal is Rs.1,00,000 whereas the minimum is Rs.2,000 incase the customer is not registered with Bank@Home he may still use the Cash on Tap service, however he can only withdraw Rs.10,000 on his first request. Depositing cash more than Rs.50,000 would require the PAN number of the customer. Incase customers want to withdraw/deposit cash through Bank@Home (RSD) model then the requests served the next working day from the day the request had been made. There will be absolutely no charges for the same. There is no need of enclosing cheque leaf with the request form, the representative of the bank will collect the cheque.

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BANK@HOME-REMOTE SERVICE DELIVERY
This model of BANK@HOME allow customers to handle small issues without having to visit the branch, by dropping in request for the services* offered in the request drop boxes, that are located through-out the city.

Customers need to enroll themselves to avail BANK@HOME (RSD) service the enrollment will be done at the branch and is free, when enrolled the customers will be given a enrollment number that they have to use while dropping a request that helps to identify at which branch the request is to be entertained. Customers have to fill in request forms and drop them in the drop boxes. Only one request per form is allowed

All requests made by customers through BANK@HOME (RSD) do not have any extra charges. Only the normal processing fee is charged from the customer i.e. the charges are the same when a customer walks into the branch with the same issue.

The request drop boxes are cleared once a day the request reach the respective branches the next day, therefore the processing effectively starts the next working day. Thus turn around time for the request to be fulfilled is the normal processing time plus one extra day.

The drop in boxes should be put up at prominent places where they can be utilized to the maximum example: -Petrol Pumps -Sopping Centers -Societies -Restaurants -Super bazaars - Clubs -ATM‘s

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BANK@HOME-CASH ON TAP
Cash on tap allows the customers to withdraw/deposit cash by sitting at home. They can call the phone assistance and ask an executive to pickup or deliver cash at the door step. The cheque number (self drawn) needs to be provided against which the cash will be delivered, customer will be provided with a transaction id over the phone. Both the cheque number and the transaction id must match for a successful transaction. It is not necessary that the customers are enrolled for Cash on tap BANK@HOME service he can call up the phone assistance and request for cash withdrawal/deposit. The executive handling the transaction will get the customer enrolled at their door step. However in such cases the amount that can be withdrawn during the first transaction is Rs.10,000 The maximum amount that can be withdrawn is Rs.1,00,000 and the minimum limit is Rs.2,000. The bank charges a flat fee of Rs40 per transaction. However this service is absolutely
free for HNI customers.

This service is fast and is processed within 2hrs i.e. the executive is at the door step within 2hrs to deliver/deposit cash, provided that the call has been made between 8am and 6pm.All calls made after 6pm or on a non working day will be served within 2hrs of the branch opening the very next working days. The customers have the privilege to request for a specific time they want the transaction to be served.

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BANK@HOME-COT

Allow customers to withdraw/deposit cash by calling phone assistance service. Maximum withdrawal 1,00,000 minimum 2,000

Customers need to provide cheque number of a self drawn cheque against which transaction is made. Executives give the customer a transaction id. Both need to match for a successful transaction

Enrollment not necessary before using the service can enroll at the time of transaction but first transaction maximum limit of withdrawal is only 10,000

A flat charge of Rs40 per transaction, however the service is free for HNI customers.

Requests are served within 2hrs provided call is made between 8am and 6pm. All requests made after 6pm or on a non working day are served within 2hrs of the next working day. Customers have privilege to request for a 151 specific for the transaction to take place

BANK@HOME-RSD

Enroll for using BANK@HOME-RSD

Customer handles issues by dropping in requests in drop boxes located though out the city

Requests reach respective branches the next working day

No extra charges for the service provided. Normal processing fee applicable.

Normal processing time plus one extra day is the turn around time for the issue to be served 152

FINDING OUT THE AWARENESS OF THE SRVICES In order to find out the awareness of the service Bank@Home a questionnaire was prepared that locked into various aspects of the service. It would help us to study as to what is the frequency of foot fall of various kinds of account holders at the branch, what are the major issues for which they visit the branch and actually how far is the branch form their home etc. In the later part of the questionnaire we kept questions that would motivate people to enroll for the service on the spot, thus the purpose was to check for awareness, educate customers about the service and motivate them to enroll for the same. The questionnaire had a total of 9 questions  8 closed ended questions  1 open ended question

The questionnaire was mainly to target the walk ins at the branch and the people who already have a bank account with ICICI Bank as otherwise the service will not make any sense to non account holders. The method used to fill the questionnaires was personal interviews at the branch, when the customers were waiting for their turn to be attended by the executives. In the research information has been collected from 200 customers of ICICI bank visiting the connaught place branch to understand the awareness relating to the service Bank@Home.

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CORPORATE BOXES
The bank at home service is also offered to organizations that maintain salary accounts with ICICI Bank. Keeping into consideration the volume of accounts maintained with an organization the charges for Cash On Tap are removed. A Corporate box is placed in the premises of the organizations that allow the employees to take care of various banking issues without having to visit the branch thus acting as a time saving mechanism all services provided under Bank@Home Remote service delivery and Cash on tap are offered to the organization. The task given was to reach out to such organizations, talk to the concerned person and convince them to use these services, putting up a corporate box would mean reducing foot fall at the branch on a large scale in one shot. There were 10 organizations that were to be covered, took appointments and met concerned persons. We were able to convince the following organizations to avail our Bank@Home service. BTI-Sita PEC Oil India limited Reliace Industries IBILT Technologies Couldn‘t get appointments with the following Power Links

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Grant Thronton

Organizations that required a senior officer to visit (provided leads) TERI Philips India Ltd Tata Infotech

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CHAPTER 4 ANALYSIS AND FINDINGS

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HOW OFTEN DO YOU VISIT THE BRANCH?

20%

0% Daily Weekly Forthnightly Monthly

25%

55%

Almost 55% respondents visit the branch weekly followed by 25% respondents who visit the branch fortnightly while only 20% of the respondents visit the branch monthly. Large proportion of the respondents visit the branch weekly and fortnightly which is a high frequency.

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HOW FAR IS YOUR HOME/OFFICE FROM THE BRANCH?

25%

15% 0-1KM 1-5 KM 5-10KM

15% 45%

> 10KM

A large percentage of respondents live far from their bank branch, 45% are 1-5km away from their bank branch, 15% are further 5-10km away whereas 25% have their bank branches more than 10km away from their home/office and still the visits to the branch have a high frequency. Only 15 % of the respondents are as close as 0-1km from their bank branch.

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WHAT ARE THE MAJOR ISSUES FOR WHICH YOU NEED TO VISIT THE BRANCH?

DD/PO/FUNDS TRANSFER Cheque book request Statements 15% Cheque deposit 14% 21% 0% 14% FD/RD opening and renewal Cash withdrawal Cash deposit A/C opening Internet request

0% 9% 18%

9%

Since multiple answers were given the highest frequency of people visiting the branch is for Cash withdrawal, Cash deposit is next favorite in the answers. This clearly shows that the Cash On Tap service will be highly useful to the customers, other issues can be handled easily by the remote service delivery.

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WOULD YOU LIKE TO CARRY OUT ALL THE ABOVE MENTIONED TRANSACTIONS FROM THE CONVENIENCE OF YOUR HOME?

0%

YES NO

100%

All respondents were very happy with the idea that they could take care of their banking issues without even having to visit the branch specifically for cash withdrawal and cash deposit.
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ARE YOU AWARE OF OUR SERVICE BANK@HOME?

8%

YES NO

92%

The pie chart gives us a very clear indication that a very high proportion of respondents are not even aware of the service Bank@Home. Thus there is a significant need to promote and educate customers about the service.
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DID YOU KNOW THAT BANK@HOME IS A FREE SERVICE?

4%

YES NO

96%

Again the figures indicate that a service that is free of cost and still not known to the existing customers speaks a lot about the promotion and awareness strategy.

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ARE YOU ENROLLED WITH US FOR AVAILING BANK@HOME?

4%

YES NO

96%

A high majority of customers were not enrolled for using the Bank@Home facility 96% respondents to be exact.

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WOULD YOU LIKE TO ENROLL NOW?

17%

YES NO 83%

During the interview high emphasis was given on the advantages of using the service and answering all queries, 83% of the respondents were convinced by us to enroll for the service. The rest 17% respondents were not very sure as to why the bank is offering the service almost free of cost, they were afraid of hidden costs while many explained that they feel safer taking care of their banking issues on their own and by meeting the bank executives in person.

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CHAPTER 5 CONCLUSION AND RECOMMENDATION

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CONCLUSION
The study allowed us get answers regarding the service awareness among people and the problems it faces. The key findings and analysis of the survey shoed the following  A large number of respondents visit the branch frequently to handle banking issues even though their bank branch is quiet far of for either their home or office, this shows the keenness of the customers to visit the branch for almost every small issue. The service Bank@home does provide an answer to the problem of the customers.  The service provided by Bank@home does offer the main requirements of the customers for which they visit the branch  All the respondents wanted to carry out the banking needs from the convenience of their home. This means the service caters the banking needs that customers generally require and its main benefit of banking while sitting at home is desired by one and all, thereby proving that the service does have the potential usage.  Only 8% of the respondents were aware about the service which was desired by 100% respondents clearly showing that there has been a falter in its promotion and awareness strategies.  Customers were not aware that the service was a free one, this is clear that almost all the attributes of the services are favorable to the customers still customers are not using the service and are not even aware of it.

 Almost all customers once educated about the service readily enrolled for it whereas a mere portion did not trust the bank and thought that the bank would have some hidden charges that they are not putting forward  Many customers who enrolled for the Bank@home service would have problems using it as the drop boxes are not strategically placed

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many areas do not even have drop box facility; ICICI Bank must look into the policies of installing the drop box. They should assign it to the regional office or allow branches to put up boxes where the branch thinks it would be optimally utilized no matter which area of the city as of now that branches are allowed to put up drop boxes in a radius which falls in close by areas to the branch. A customer who lives close by to the branch would not use this service whereas customers who are far of require the service, however the branch cannot provide them with the facility as they cannot install the boxes in that area and it is the duty of the local branch of that area to put up boxes which is not happening they hardly know where customers of the other branch are located.

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AWARENESS PROMOTION
1. Branch: By encouraging people to use our service form the branch first is very important, the habit needs to change and the branch is the first place from where it should start, by putting up drop boxes at the branch. 2. I-Kit: The enrollment form for the BANK@HOME service should become a part of the customer I-Kit this will allow us to convey our service to the customer as he is in the mood to listen also he is aware of the service from the very first day he opens an account. 3. Queue: Generally due to heavy traffic at the branch customers have to wait, executives should take advantage of this time to explain and enroll customers for BANK@HOME as it will make more sense to them while they are actually waiting. 4. Banners: Banners do catch the eyes of existing customers for sure, banners must be put up at the ATM‘s as people do tend to read things at the ATM‘s 5. ATM Slips: After any transaction from the ATM customers generally do take the slips to check balance. The back side of the slip can contain information regarding BANK@HOME. 6. Call-Centers: While assisting customers, customers are put on hold for some time before they get connected to the customer care officer, this time can be utilized by a voice over to give out relevant information regarding BANK@HOME. 7. Mailers with Statements: BANK@HOME information pamphlet and the enrollment form should be attached with the statements that we send to the customers on monthly or quarterly through emails or mails this would also help to save on posting cost. 8. Sms Alerts: Customers who are using mobile banking and customers whose mobile numbers are available can be sent sms for making them aware about the service BANK@HOME.

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9. Campaigns & Sales Team: All our campaigns and sales team must give emphasis on BANK@HOME as value added service that no other bank is offering. 10. Web-site: Our web site must also give high emphasis on BANK@HOME. 11. Positioning: The bank must consider positioning and mapping themselves on the mind of the people that they are customer oriented and always explore ways to make banking easier for its customers. 12. Television Ads: Television Ads for BANK@HOME will definitely make a difference in the attitude of the people; however financial part needs to be considered. 13.News paper ads: News paper ads will allow us to reach out and educate maximum customers about BANK@HOME 14.Posters at the branch: We can use our character ―CHINTAMANI‖ saying that no more chinta about visiting the branch and standing in long queues. 15.Awareness On the net: We can give out information regarding BANK@HOME at various popular e-mail sites or even auction sites. 16.Boarding Pass: ICICI can advertise and educate customers by explaining about bank at home by advertising on boarding pass that are given to passengers at the air port. 17.Radio ads: These days radio is one of the best medium to advertise and has a high impact on listeners, the bank could consider advertising the services of bank at home on the various frequencies available on the radio. 18.Delhi-Metro: Delhi metro stations is another place were advertisements can be put up a large number of people travel by the Delhi metro as its connectivity increases more eyes will land on the ads.

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INNOVATIVE PROMOTIONAL STRATEGIES
1. Money Back Contest: This contest will be a monthly contest for our non-HNI customers who are using Cash On Tap service. The customer with the most number of transactions through Cash On Tap in a single month will not be charged for the same i.e. the delivery charges of Rs40 will be credited back into his/her account. The more you use the more you get back.

2. Movie Tickets: A yearly contest for our HNI customers who use Cash On Tap, the customer with the most number of transaction through Cash On Tap will be given an option to choose from either 2movie tickets or a year free news paper subscription.

3. RSD Up-grade: This will be an upgrading strategy especially for our customers who use Remote Service Delivery services. A customer making 8 requests in a month through Remote Service Delivery will be given a free coupon to avail one free transaction through Cash On Tap. This would help us promote both our models of BANK@HOME.

4. Point Gather Scheme: This scheme can be used in 2 ways, firstly for our non HNI customers who use Cash On Tap, whenever they use our service they get 2 points for availing the service, when they collect 500 points they are eligible for 3 unique gift items from which they can choose any 1or they can wait and collect 1000 points to avail better gifts. Secondly if we look at BANK@HOME as way to migrate our customers to this channel we can apply this scheme to both Cash On Tap (HNI and Non-HNI customers) and Remote Service Delivery.

5. Lucky One: Customers using Cash On Tap and Remote Service Delivery of BANK@HOME, for Cash On Tap one lucky customer everyday will not be charged for the service. Customers using Remote
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Service Delivery will be given 2 free coupons to avail Cash On Tap without any charges.

6. Early Bird: The very first request through Cash On Tap every day can be kept free for the customers.

7. 4:2 Advantage: This will be another strategy to promote both our models of BANK@HOME customers using Remote service delivery at least 4times and Cash On Tap at least 2times in a month will be given an option to choose from our exciting prizes like movie tickets, free coupons, etc.

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PROPOSED PAMPHLET FOR BANK@HOME

172

173

The main aim of making a pamphlet for bank at home was to have a handout that the customers can carry, the pamphlet was small in size but an attractive one stating all the necessary details to avail the service. It gives all necessary details of both the models of Bank@Home i.e. Remote service delivery and Cash on tap The pamphlet is a single leaflet with no folds having the details of the service on the back side whereas the front side is merely to attract the attention of customers. The pamphlet is specifically in a house shape leaflet that actually brings out the main emphasis of the service.

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Places To Install Drop Boxes
1. ATM‘s: ATM‘s are easy to find in any area of the city and therefore it makes sense to put the request drop boxes at our ATM‘s 2. Petrol Pumps: Prominent Petrol pumps are a good place to have our request drop boxes, people do visit petrol pumps and the box will definitely catch the eye of our customers. Moreover we have our tieup with HP we can think of putting up boxes at the HP petrol pumps. 3. Clubs: Having our drop boxes at clubs of various localities will allow our service to reach out to people easily. People of all age groups visit the clubs for some activity or the other. 4. Societies: Our boxes should be placed at the society office of various colonies; people visit the societies regularly and are well aware of the locations of the same. 5. Prominent Places: Such as restaurants, fast food joints, shopping malls, super bazaars, card shops, cinema halls, are places which are visited regularly by people from various localities of the city, therefore this will help us reach out more people. 6. Near Offices: We should look out for people that work in an organization which does not have a salary account with ICICI but employees do have accounts with us and put our request boxes near their offices or outside their office. This will allow us to extend our relationship with the organization 7. Branch: Setting up request drop in boxes at the branch and encouraging people to use the same for the issues that can be served through BANK@HOME will allow people to be aware of this service, recognize the box and avoid their own inconvenience of coming all the way to the branch.

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8. Mother Dairy Booths: People do visit the mother dairy booths very regularly almost daily, our drop boxes at the mother dairy booth will help us to make our drop in boxes more recognizable as well as increase its utility. 9. District Parks: If possible our drop boxes should be located near the entrances of district parks, people tend to go for their morning and evening walks and exercises. 10. Temples: Drop boxes near the temples can allow customers to locate our drop boxes easily and use them. 11.Delhi Metro: The Delhi metro station would be a nice place to put up the drop boxes as a large number of people now commute through it.

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SUGGESTIONS
1. Knowledge: All bank officials and the call center customer care executives must have full knowledge about all issues of BANK@HOME, dummy calls to the call center revealed that the customer care executives are confused about various issues. 2. Quick Action: Customers who have enrolled must be sent a mailer regarding location of request boxes located near their residence as soon as possible so that the enthusiasm remains with the customer he would be not willing to utilize the concept if bank does not show interest for the same. 3. Pamphlets: Pamphlets of BANK@HOME must be given to customers as and when they start a relationship with the bank that allows them the privilege to use the same. 4. Credit Card: Credit card queries at the branch are too many; BANK@HOME must extend some service for the credit cards that will allow the foot fall to decrease. Maybe the service can be extended to gold card users. 5. ―Hum Hai Na Boxes‖: We should call the request drop boxes ―Hum Hain Na boxes‖, this will slip well on the customers tongue and goes with the punch line too. 6. The Policy: The ICICI regional office must consider their policy of putting up boxes. At present the Branch looks after the task of putting up boxes in its locality. It is important here to understand that the service is more beneficial for people who live far from their bank branch, however the branch serving them has no authority to put up boxes in that locality, for example many of our respondents who enrolled for Bank@Home were putting up at Dwarka however there are no drop boxes at Dwarka. Another noticeable thing that is evident was that many important areas have no drop boxes, or even if they are they are far from the actual locality for example the request drop box at Vasant Vihar is placed at Qutab institutional area. The branches should be either given the authority to put up boxes in other areas of their interest or the regional office should take up the task of putting
177

up the boxes. Since the boxes have not been put up at all places around Delhi the customer is unable to recognize them Places mentioned below have no drop boxes Soth-extention Greater Kailash-1 Greater Kailash-2 R.K.Puram Defense Colony Green Park Pancheel Park Chitranjan Park Anand Niketan Shanti Niketan Munirka Safdurjung Enclave Subrotu Park Jorh Bagh Khan Market Golf-Links Lodhi Colony Vasant Vihar Kailash colony Niti Bagh

178

APPENDICES

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