ICICI Bank Operations Strategy by GURJIT203

VIEWS: 1,090 PAGES: 152

									               PROJECT REPORT ON
  ICICI BANK OPERATIONS & STRATEGY




Table of Content
ACKNOWLEDGEMENT ................................................................................................ 7
EXECUTIVE SUMMARY .............................................................................................. 8
OBJECTIVE ................................................................................................................... 10
RESEARCH METHODOLOGY .................................................................................. 11
CHAPTER 1 .................................................................................................................... 12
  OVER-VIEW OF THE INDUSTRY ............................................................................ 12
  INTRODUCTION TO THE INDUSTRY .................................................................... 12
CHAPTER 2 .................................................................................................................... 24
  COMPANYS PROFILE ............................................................................................... 24
  INTRODUCTION TO ICICI BANK ........................................................................... 25
  BOARD MEMBERS .................................................................................................... 27
  BOARD COMMITIES ................................................................................................. 28
  CORPORATE SOCIAL RESPONSIBILITY .............................................................. 30
CHAPTER 3 .................................................................................................................... 35
  OPERATIONS & PRODUCT FEATURES ................................................................. 36
    Savings Account ........................................................................................................ 37
    Fixed Deposits .......................................................................................................... 54
    Recurring Deposit:.................................................................................................... 57
    Current Accounts: ..................................................................................................... 58
    Escrow Account: .................................................................................................. 60
    Roaming Current Account ........................................................................................ 61
    Salary Accounts ........................................................................................................ 63
    Loans ......................................................................................................................... 69
    Credit Cards.............................................................................................................. 78
    Investments ................................................................................................................ 95
    Initial Public Offering ............................................................................................. 100
    Gold......................................................................................................................... 100
    Private Banking ...................................................................................................... 101
    NRI Services ............................................................................................................ 102
    Transferring Money ................................................................................................ 107
  THE 5 ‗S‘ PHILOSOPHY .......................................................................................... 112
  RETAIL BUSINESS DEVELOPMENT (RBD) ........................................................ 122
  BANK@HOME .......................................................................................................... 137
AWARENESS PROMOTION..................................................................................... 148
INNOVATIVE PROMOTIONAL STRATEGIES .................................................... 150
PROPOSED PAMPHLET FOR BANK@HOME ..................................................... 152
PLACES TO INSTALL DROP BOXES..................................................................... 154
SUGGESTIONS ............................................................................................................ 155




                                                                  6
                   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.


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.




                                      7
                  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
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.



                                       8
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.




                                      9
                         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 premises
and explain to them the advantages and the functioning of the same and
get the employees enrolled for the same




                                 10
             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




                                    11
                   CHAPTER 1
           OVER-VIEW OF THE INDUSTRY
                  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 Committees 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), 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.


                                      12
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 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:

                                     13
- 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
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




                                       14
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
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,


                                      15
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

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

                                       16
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
•      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.



                                       17
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.

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


                                      18
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:

      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


                                      19
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
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

                                      20
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
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

                                        21
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
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

                                       22
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 long-
term finance to farmers.

Classification of RBIs functions

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




                                       23
   CHAPTER 2
COMPANYS PROFILE



   ICICI BANK




       24
                   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


                                      25
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 fee-
based 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.




                                      26
                       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




                                 27
                        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


                                  28
Mr. K.V. Kamath
Ms. Kalpana Morparia
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




                                   29
              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

                                       30
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 long-
term 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.



                                       31
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




                                       32
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


                                       33
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 socio-
economic 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).




                                       34
               CHAPTER 3

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




                     35
OPERATIONS & PRODUCT FEATURES




              36
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.

   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


                                      37
   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.




                                     38
(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
   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

                                39
      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.




                                  40
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.


                                    41
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



                                 42
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.




                                    43
   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.




                                      44
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



                                        45
-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


                                      46
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      Daily withdrawals limits of Rs. 1,000/-

b     Daily spend limits of Rs. 1,000/-

                                     47
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




                                        48
(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.




                                      49
Women‟s Account:

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

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



                                       50
•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).



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.



                                         51
-Valid driving license.

-Valid employee identity card.

-Valid pension book.

-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.




                                       52
-Latest certificate (not more than 3 months old) from the postal office
confirming address of the applicant.




   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.




                                      53
                               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.

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




                                      54
      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.

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

                                     55
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.
      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 -



                                      56
   a.   In his or her individual capacity, or
   b.   In individual capacity on joint basis, or
   c.   In individual capacity on anyone or survivor basis, or
   d.   On behalf of a minor as father/mother/legal guardian




                               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)




                                        57
                              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, public corporations etc. Any
   business that has numerous banking transactions 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




                                      58
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
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

                                  59
   • Debit/ ATM Card

   • Mobile Banking

   • More Useful Facilities

   You can be in touch with your Solution Manager for structuring your
   current account.



                            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, take-overs, custody, litigations,
purchase & sale of land, Source code (used in software) custody, etc. The
following reasons enumerate why Escrow accounts are opened:

      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 whose 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.




                                      60
                          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.

Product Features:-

      Choose your account
      Multi City Cheque Facility
      Anywhere Banking facility
      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:

      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.




                                       61
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
payment 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 afterwards 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 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:

      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:

      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.

                                      62
       Based on the decision given by the client, ICICI Bank would take
        appropriate action.
    


                                 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 file 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.



                                       63
ICICI Bank Salary Accounts benefits you in more than one ways:-

•       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

       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.



                                       64
   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.




                                   65
      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

      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.


                                     66
   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.



                                  67
   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.

                         CARDS & LOANS

   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.




                                  68
                        INVESTMENT SERVICES

      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 Authencity-
       guaranteeing you its purity.



                                    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
Home Finance will not only finance the balance amount of outstanding loan


                                      69
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 pre-
acquisition or pre-construction period would be deductible in five equal



                                       70
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.



                                      71
    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.

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.



                                      72
    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 co-
     applicant.

    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.

                                     73
  *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.



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

                                    74
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.

    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.


                                  75
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 tie-
up 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.




                                  76
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

MEDICAL 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.


                                  77
                                  Credit Cards


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.

     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,

                                        78
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
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.



                                     79
     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.

    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.

                                     80
    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
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-of-
the-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:


                                      81
•     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
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. BTI-
SITA 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 BTI-
SITA across various cities all over India.




                                     82
Types Of Credit Cards ICICI Offers:


1. ICICI Bank Solid Gold Credit Card:


Benefits

      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.
      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

      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.

                                     83
      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.




                                      84
CO-BRANDED Credit Cards


                Mohun        Ebony        Airtel Silver Airtel Gold Health - n -
                Bagan                                               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



                                     85
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.

      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

      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.



                                      86
       15 lakhs. Discount of 3% on basic domestic airfares and 5% on basic
       international airfares through .
      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

      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

      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


                                      87
       advance fee at ICICI Bank ATMs)
       2.5% fuel surcharge waiver at HPCL pumps.
       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 :

      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

      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:

      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.


                                      88
       Household Insurance upto Rs. 20,000.
       Baggage Insurance upto Rs.10,000.
       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:

   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:

       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:

       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

       10% off on all purchases at Odyssey Stores across all Product
        Categories

                                        89
      Invites to Special Events, book launches etc at Odyssey stores.
      Home Delivery of titles through Dial-a- book service.
      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.

      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.

      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



                                       90
      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.
      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.

                                       91
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

       Improved cash float: The Corporate Card minimizes the need for
        cash advances and the administrative burden involved in tracking &


                                      92
       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

      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


                                      93
        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
      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


                                               94
       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

      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:

      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)




                                      95
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


                                     96
    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.

•      Equity : Diversified Equity Schemes, Sector Schemes, Index Schemes
etc.

•    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.




                                     97
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.


                                     98
    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

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


                                      99
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 –

Reliability and Convenience.


                                     100
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
   -Separate interaction area in the branch
   -Anywhere Banking facility
   -Exclusive Phone Banking service
   -Competitive Pricing
   -Reduced rates for products and services

                                     101
  -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
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




                                     102
 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.



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.




                                   103
   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
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.


                                     104
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




                                     105
                   NRI ACCOUNTS AT A GLANCE

Particulars   NRE             NRO             FCNR           RFC
              Account         Account         Account        Account
Currency      Indian          Indian          USD, GBP,      USD & GBP
              Rupees          Rupees          EURO,&JPY
Type          Savings and     Savings and     Fixed          Fixed
              fixed deposit   fixed deposit   Deposit        Deposit
Tenure        1year-          15days-         1year-         31days-
              10years         10years         3years         3years
Minimum       Savings         Savings         USD-1,000      USD-1,000
Balance       Account-        Account-        GBP-1,000      GBP-1,000
              10,000 INR      10,000 INR      EUR- 1,000     EUR- 1,000
              Fixed           Fixed           JPY-2,00,000   JPY-2,00,000
              Deposit-        Deposit-
              25,000 INR      25,000 INR
Taxation      No Tax          30%             No Tax         10% plus
                                                             applicable
                                                             Cess &
                                                             Surcharge



Repatriation Principal &      Principal       Principal &    Principal &
             Interest are     amount is       Interest       Interest
             fully            repatriable     amount are     amount are
             Repatriable      subject to      fully          fully
                              conditions.     repatriable    repatriable
                              Interest is
                              fully
                              repatriable
                              after
                              deductions of
                              tax




                                   106
                              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
   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


                                     107
 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
  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


                                 108
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



 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




                                109
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
  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.


                                  110
Availability: World-wide

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



 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




                              111
THE 5 ‘S’ PHILOSOPHY




         112
                             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

                                     113
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.   Needed regularly                                  (BUCKET 1)
   2.   Needed but not regularly                          (BUCKET 2)
   3.   Needed regularly but not in excess quantity       (BUCKET 3)
   4.   Wanted but not needed                             (BUCKET 4)
   5.   Scrap                                             (BUCKET 5)

   Items Needed regularly at the bank are account opening forms , pay-in-
   challans, 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


                                      114
   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.



                                      115
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




                                      116
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.

                                     117
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,

                                     118
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.




                                       119
                                  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.




                                        120
                           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,




                                      121
RETAIL BUSINESS DEVELOPMENT (RBD)




               122
              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



                                     123
also it has been able build a very strong trust with its customers which
actually is the key to success.

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.




                                     124
                             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.



                                     125
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
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.




                                     126
                           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.




                                    127
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


                                      128
of services, High availability of educated, computer literate and English
speaking customer care professionals

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.



                                      129
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



                                      130
and wait for another win and then choose a much better prize thereby
motivating employee to be recurrent winners.



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


                                      131
                 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
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.




                                    132
   The model identifies that the customers needs are of two types-

       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.




                                      133
   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
      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




                                      134
   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
      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

                                     135
    BANK: Turnover, Profit, Establishment date, Branches and ATm
     network, Services, Tie-ups, Market share, New items, Policies etc


    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.




                                      136
BANK@HOME




   137
                              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 10-
20Rs.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.




                                      138
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.




                                       139
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.




                                      140
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)




                                     141
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




                                     142
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
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.




                                     143
                 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




                                                 144
                              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.




                                               145
          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 specific for the
           transaction to take place




                 146
      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




              147
                    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.




                                  148
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.

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

                                  149
   Delhi metro as its connectivity increases more eyes will land on the
   ads.


        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.




                                 150
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
   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.




                                 151
PROPOSED PAMPHLET FOR BANK@HOME




              152
153
       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.




                 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 tie-
      up 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.


                                        154
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.



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.




                           SUGGESTIONS
                                   155
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.




                                 156

								
To top