Project Report

On
CUSTOMER SATISFACTION
CORPORATE GUIDE FACULTY GUIDE
Mr. Ravi Parmar Mr. Rajni! ma""ic#
Re"ation!ip Mana$er

Submitted in Partial Fulfillment of the requirement of
Pot Gra%&ate Dip"oma in mana$ement
S&'mitte% ()
An#&r Sin$!
PGDM-III, Semester
(atc!* 2008-10
Ro"" no. 0140800!
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Centre +or Mana$ement Tec!no"o$)
,no-"e%$e Par# I Gr. Noi%a

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Ac#no-"e%$ement
If $ords are %onsidered to be si&ns of &ratitude then let these $ords 'on(e) the (er) same
M) sin%ere &ratitude to I'I'I *"+, for -ro(idin& me $ith an o--ortunit) to $or# $ith
*"+, and &i(in& ne%essar) dire%tions on doin& this -ro.e%t to the best of m) abilities/
I am hi&hl) indebted to Mr.Rema) .erma, *ran%h Mana&er and Mr. Ravi Parmar /RM0
%om-an) -ro.e%t &uide, $ho has -ro(ided me $ith the ne%essar) information and also for
the su--ort e0tended out to me in the %om-letion of this re-ort and his (aluable
su&&estion and %omments on brin&in& out this re-ort in the best $a) -ossible/
I also than# Prof. Anant 1)oti2/3OD of PGDM0, $ho has sin%erel) su--orted me $ith the
(aluable insi&hts into the %om-letion of this -ro.e%t/
I am &rateful to all fa%ult) members of '-Mat and m) friends $ho ha(e hel-ed me in the
su%%essful %om-letion of this -ro.e%t/
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CONTENTS
Sr/ +o/ Sub.e%t 'o(ered Pa&e +o/
1 "%#no$led&ements 2
2 20e%uti(e Summar) 4
1 M) Pro.e%t 3b.e%ti(e 4
4 *an#in& Stru%ture in India 8
! Introdu%tion
5
6istor) of *an#in& in India
10
4
*an# In India
14
8
Fa%t Files of *an#s in India
1
Indian *an#in& Industries 25
10 I'I'I *an# 28
11 I'I'I Grou-

11
12 7e%hnolo&) used in I'I'I *an# 1
11 Produ%t and 'ustomer se&ments 41
11 Produ%t 44
14 S837 "nal)sis !!
1! 9esear%h Methodolo&) !4
15
'om-an) 2fforts 7o 2nsure 'ustomer Satisfa%tion
!

14
Data "nal)sis
5
18 'om-arison 8ith S*I 4
1 S837 "nal)sis:%om-arati(e; 84
20

<uestionnaire 1
21 Findin& 8
22 Su&&estion
21 'on%lusion 102
24 *iblio&ra-h) 101
E4ECUTI.E SUMMARY
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14
Data "nal)sis
5
18 'om-arison 8ith S*I 4
1 S837 "nal)sis:%om-arati(e; 84
20

<uestionnaire 1
21 Findin& 8
22 Su&&estion
21 'on%lusion 102
24 *iblio&ra-h) 101
Pri(ate ban#in& is a %on%e-t $hi%h is ne$ and fast emer&in& in the $orld of ban#in& $here
%han&es ha(e be%ome a ne%essit) in order for ban#s to sur(i(e in this %om-etiti(e
en(ironment (is-=-(is not onl) from the -ubli% and -ri(ate se%tor ban#s but also from the
forei&n ban#s/ 7he ob.e%ti(e of the resear%h is to e0-lore the (arious -rodu%ts, $hi%h a
-ri(ate ban#er deals into and the s)stemati% -ro%ess in(ol(ed to mat%h %lient requirements
$ith the ri&ht #ind of -rodu%t/
7hrou&h this resear%h one of the main ob.e%ti(es is to e0-lore the reason $h) most of the
ban#s are in.e%tin& -ri(ate ban#in& as business -rofile to their set of ser(i%e offerin&s/
7hou&h -ri(ate ban#in& e(ol(ed in late 80>s in "sia, in India its not more than ! )ears old/
I'I'I started it in "u& 2002 and sin%e then it has been a remar#able su%%ess/ 7oda) there are
enormous solutions to %ater %lient needs but $hat suits best to a %lient is $here -ri(ate
ban#in& fits in/ 2(er) %lient $ill ha(e different needs, li#in& and -referen%es/ So a %ustomi?ed
-ortfolio for e(er) %lient is the need of the da)/
7his resear%h $ill hi&hli&ht more on the -rodu%t -ortfolio of I'I'I Pri(ate *an#in&, ho$ the)
ha(e %han&ed or inno(ati(el) stru%tured to be attra%ti(e and %om-etiti(e/
Reearc! o'jective
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1/ 7o dra$ the %om-arati(e anal)sis of I'I'I *"+, @td $ith S*I et%/
2/ 7o identif) the ma.or attributes of %ustomer satisfa%tion/
1/ 7o stud) %ustomer -er%e-tion about I'I'I *"+, @td/
4/ 7o identif) and stud) the (arious $a)s of ensurin& %ustomer satisfa%tion ado-ted b) I'I'I
*"+, As 6DF' B S*I/

*"+,I+G S79C'7C92 I+ I+DI"
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Sc!e%&"e% (an# in In%ia
/A0 Sc!e%&"e% Commercia" (an#
P&'"ic ector (an# Private ector
(an#
Forei$n (an# in
In%ia
Re$iona" R&ra" (an#
:28; :24; :2; :102;
+ationali?ed
*an#
3ther Publi%
Se%tor *an#s
:ID*I;
S*I and its
"sso%iates
3ld Pri(ate
*an#s
Ne- Private
(an#

/(0 Sc!e%&"e% Cooperative (an#
Sc!e%&"e% Ur'an Cooperative
(an# /550
Sc!e%&"e% State Cooperative
(an# /670
6ere $e more %on%erned about -ri(ate se%tor ban#s and %om-etition amon& them/ 7oda), there
are 24 -ri(ate se%tor ban#s in the ban#in& se%torD 1 old -ri(ate se%tor ban#s and 8 ne$ -ri(ate
se%tor ban#s/
7hese ne$ ban#s ha(e brou&ht in state-of-the-art te%hnolo&) and a&&ressi(el) mar#eted their
-rodu%ts/ 7he Publi% se%tor ban#s are fa%in& a stiff %om-etition from the ne$ -ri(ate se%tor
ban#s/
7he ban#s $hi%h ha(e been setu- in the 10s under the &uidelines of the Naraim!am
Committee are referred to as +28 P9IA"72 S2'739 *"+,S/
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INTRODUCTION
7he ban#in& se%tion $ill na(i&ate throu&h all the as-e%ts of the *an#in& S)stem in India/ It
$ill dis%uss u-on the matters $ith the birth of the ban#in& %on%e-t in the %ountr) to ne$
-la)ers addin& their names in the industr) in %omin& fe$ )ears/
7he ban#er of all ban#s, 9eser(e *an# of India :9*I;, the Indian *an#s "sso%iation :I*";
and to- 20 ban#s li#e ID*I, 6S*', I'I'I, "*+ "M93, et%/ has been $ell defined under
three se-arate heads $ith one -a&e dedi%ated to ea%h ban#/
6o$e(er, in the introdu%tion -art of the entire ban#in& %osmos, the -ast has been $ell
e0-lained under three different heads namel)D
6istor) of *an#in& in India
+ationali?ation of *an#s in India
S%heduled 'ommer%ial *an#s in India
7he first deals $ith the histor) -art sin%e the da$n of ban#in& s)stem in India/ Go(ernment
too# ma.or ste- in the 15 to -ut the ban#in& se%tor into s)stems and it nationali?ed 14
-ri(ate ban#s in the mentioned )ear/ 7his has been elaborated in +ationali?ation *an#s in
India/ 7he last but not the least e0-lains about the s%heduled and uns%heduled ban#s in India/
Se%tion 42 :5; :a; of 9*I "%t 114 la)s do$n the %ondition of s%heduled %ommer%ial ban#s/
7he des%ri-tions alon& $ith a list of s%heduled %ommer%ial ban#s are &i(en on this -a&e/

"n#ur PGDM
3ISTORY OF (AN,ING IN INDIA
8ithout a sound and effe%ti(e ban#in& s)stem in India it %annot ha(e a health) e%onom)/
7he ban#in& s)stem of India should not onl) be hassle free but it should be able to meet ne$
%hallen&es -osed b) the te%hnolo&) and an) other e0ternal and internal fa%tors/
For the -ast three de%ades IndiaEs ban#in& s)stem has se(eral outstandin& a%hie(ements to its
%redit/ 7he most stri#in& is its e0tensi(e rea%h/ It is no lon&er %onfined to onl) metro-olitans
or %osmo-olitans in India/ In fa%t, Indian ban#in& s)stem has rea%hed e(en to the remote
%orners of the %ountr)/ 7his is one of the main reasons of IndiaEs &ro$th -ro%ess/
7he &o(ernmentEs re&ular -oli%) for Indian ban# sin%e 15 has -aid ri%h di(idends $ith the
nationali?ation of 14 ma.or -ri(ate ban#s of India/
+ot lon& a&o, an a%%ount holder had to $ait for hours at the ban# %ounters for &ettin& a draft
or for $ithdra$in& his o$n mone)/ 7oda), he has a %hoi%e/ Gone are da)s $hen the most
effi%ient ban# transferred mone) from one bran%h to other in t$o da)s/ +o$ it is sim-le as
instant messa&in& or dial a -i??a/ Mone) ha(e be%ome the order of the da)/
7he first ban# in India, thou&h %onser(ati(e, $as established in 1485/ From 1485 till toda),
the .ourne) of Indian *an#in& S)stem %an be se&re&ated into three distin%t -hases/ 7he) are
as mentioned belo$D
2arl) -hase from 1485 to 15 of Indian *an#s
+ationali?ation of Indian *an#s and u- to 11 -rior to Indian ban#in& se%tor
9eforms/
+e$ -hase of Indian *an#in& S)stem $ith the ad(ent of Indian Finan%ial B *an#in&
Se%tor 9eforms after 11/
7o ma#e this $rite-u- more e0-lanator), I -refi0 the s%enario as Phase I, Phase II and Phase
III/
P!ae I
7he General *an# of India $as set u- in the )ear 1485/ +e0t %ame *an# of 6industan and
*en&al *an#/ 7he 2ast India 'om-an) established *an# of *en&al :180;, *an# of *omba)
:1840; and *an# of Madras :1841; as inde-endent units and %alled it Presiden%) *an#s/
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7hese three ban#s $ere amal&amated in 120 and Im-erial *an# of India $as established
$hi%h started as -ri(ate shareholders ban#s, mostl) 2uro-eans shareholders/
In 185! "llahabad *an# $as established and first time e0%lusi(el) b) Indians, Pun.ab
+ational *an# @td/ $as set u- in 184 $ith headquarters at @ahore/ *et$een 105 and 111,
*an# of India, 'entral *an# of India, *an# of *aroda, 'anara *an#, Indian *an#, and *an#
of M)sore $ere set u-/ 9eser(e *an# of India %ame in 11!/
Durin& the first -hase the &ro$th $as (er) slo$ and ban#s also e0-erien%ed -eriodi% failures
bet$een 111 and 148/ 7here $ere a--ro0imatel) 1100 ban#s, mostl) small/ 7o streamline
the fun%tionin& and a%ti(ities of %ommer%ial ban#s, the Go(ernment of India %ame u- $ith
7he *an#in& 'om-anies "%t, 14 $hi%h $as later %han&ed to *an#in& 9e&ulation "%t 14
as -er amendin& "%t of 15! :"%t +o/ 21 of 15!;/ 9eser(e *an# of India $as (ested $ith
e0tensi(e -o$ers for the su-er(ision of ban#in& in India as the 'entral *an#in& "uthorit)/
Durin& those da)>s -ubli% has lesser %onfiden%e in the ban#s/ "s an aftermath de-osit
mobili?ation $as slo$/ "breast of it the sa(in&s ban# fa%ilit) -ro(ided b) the Postal
de-artment $as %om-arati(el) safer/ Moreo(er, funds $ere lar&el) &i(en to traders/
P!ae II
Go(ernment too# ma.or ste-s in this Indian *an#in& Se%tor 9eform after inde-enden%e/ In
1!!, it nationali?ed Im-erial *an# of India $ith e0tensi(e ban#in& fa%ilities on a lar&e s%ale
es-e%iall) in rural and semi-urban areas/ It formed State *an# of India to a%t as the -rin%i-al
a&ent of 9*I and to handle ban#in& transa%tions of the Cnion and State Go(ernments all o(er
the %ountr)/
Se(en ban#s formin& subsidiar) of State *an# of India $as nationali?ed in 150 on 1th Ful),
15, ma.or -ro%ess of nationali?ation $as %arried out/ It $as the effort of the then Prime
Minister of India, Mrs/ Indira Gandhi/ 14 ma.or %ommer%ial ban#s in the %ountr) $as
nationali?ed/
Se%ond -hase of nationali?ation Indian *an#in& Se%tor 9eform $as %arried out in 180 $ith
se(en more ban#s/ 7his ste- brou&ht 80G of the ban#in& se&ment in India under Go(ernment
o$nershi-/
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7he follo$in& are the ste-s ta#en b) the Go(ernment of India to 9e&ulate *an#in&
Institutions in the 'ountr)D
14D 2na%tment of *an#in& 9e&ulation "%t/
1!!D +ationali?ation of State *an# of India/
1!D +ationali?ation of S*I subsidiaries/
151D Insuran%e %o(er e0tended to de-osits/
15D +ationali?ation of 14 ma.or ban#s/
141D 'reation of %redit &uarantee %or-oration/
14!D 'reation of re&ional rural ban#s/
180D +ationali?ation of se(en ban#s $ith de-osits o(er 200 %rore/
"fter the nationali?ation of ban#s, the bran%hes of the -ubli% se%tor ban# India rose to
a--ro0imatel) 800G in de-osits and ad(an%es too# a hu&e .um- b) 11,000G/
*an#in& in the sunshine of Go(ernment o$nershi- &a(e the -ubli% im-li%it faith and immense
%onfiden%e about the sustainabilit) of these institutions/
P!ae III
7his -hase has introdu%ed man) more -rodu%ts and fa%ilities in the ban#in& se%tor in its
reforms measure/ In 11, under the %hairmanshi- of M +arasimham, a %ommittee $as set u-
b) his name $hi%h $or#ed for the liberali?ation of ban#in& -ra%ti%es/
7he %ountr) is flooded $ith forei&n ban#s and their "7M stations/ 2fforts are bein& -ut to
&i(e a satisfa%tor) ser(i%e to %ustomers/ Phone ban#in& and net ban#in& is introdu%ed/ 7he
entire s)stem be%ame more %on(enient and s$ift/ 7ime is &i(en more im-ortan%e than mone)/
7he finan%ial s)stem of India has sho$n a &reat deal of resilien%e/ It is sheltered from an)
%risis tri&&ered b) an) e0ternal ma%roe%onomi%s sho%# as other 2ast "sian 'ountries
suffered/ 7his is all due to a fle0ible e0%han&e rate re&ime, the forei&n reser(es are hi&h, the
%a-ital a%%ount is not )et full) %on(ertible, and ban#s and their %ustomers ha(e limited
forei&n e0%han&e e0-osure/
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(AN,S IN INDIA
In India the ban#s are bein& se&re&ated in different &rou-s/ 2a%h &rou- has their o$n benefits
and limitations in o-eratin& in India/ 2a%h has their o$n dedi%ated tar&et mar#et/ Fe$ of them
onl) $or# in rural se%tor $hile others in both rural as $ell as urban/ Man) e(en are onl)
%aterin& in %ities/ Some are of Indian ori&in and some are forei&n -la)ers/
"ll these details and man) more is dis%ussed o(er here/ 7he ban#s and its relation $ith the
%ustomers, their mode of o-eration, the names of ban#s under different &rou-s and other su%h
useful information>s are tal#ed about/
3ne more se%tion has been ta#en note of is the u-%omin& forei&n ban#s in India/ 7he 9*I has
sho$n %ertain interest to in(ol(e more of forei&n ban#s than the e0istin& one re%entl)/ 7his
ste- has -a(ed a $a) for fe$ more forei&n ban#s to start business in India/
Major (an# in In%ia
"*+-"M93 *an#
"bu Dhabi 'ommer%ial *an#
"meri%an 20-ress *an#
"ndhra *an#
"llahabad *an#
*an# of *aroda
*an# of India
*an# of Maharastra
*an# of Pun.ab
*an# of 9a.asthan
*an# of 'e)lon
*+P Paribas *an#
'anara *an#
'atholi% S)rian *an#
'entral *an# of India
Indian 3(erseas *an#
IndusInd *an#
I+G A)s)a *an#
Fammu B ,ashmir *an#
FPMor&an 'hase *an#
,arnata#a *an#
,arur A)s)a *an#
@a0mi Ailas *an#
3riental *an# of 'ommer%e
Pun.ab +ational *an#
Pun.ab B Sind *an#
S%otia *an#
South Indian *an#
Standard 'hartered *an#
State *an# of India :S*I;
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'enturion *an#
'hina 7rust 'ommer%ial *an#
'iti *an#
'it) Cnion *an#
'or-oration *an#
Dena *an#
Deuts%he *an#
De(elo-ment 'redit *an#
Dhanala#shmi *an#
Federal *an#
6DF' *an#
6S*' I'I'I *an#
ID*I *an#
Indian *an#
State *an# of *i#aner B Fai-ur
State *an# of 6)derabad
State *an# of Indore
State *an# of M)sore
State *an# of Saurastra
State *an# of 7ra(an%ore
S)ndi%ate *an#
7aib *an#
C'3 *an#
Cnion *an# of India
Cnited *an# of India
Cnited *an# 3f India
Cnited 8estern *an#
UTI (an#
Fact Fi"e o+ (an# in In%ia
7he first, the oldest, the lar&est, the bi&&est, &et all su%h t)-es of information>s about *an#in&
in India in this se%tion/
7he first ban# in India to be &i(en an IS3 'ertifi%ation 'anara *an#
7he first ban# in +orthern India to &et IS3 002 %ertifi%ation for
their sele%ted bran%hes
Pun.ab and Sind
*an#
7he first Indian ban# to ha(e been started solel) $ith Indian
%a-ital
Pun.ab +ational
*an#
7he first amon& the -ri(ate se%tor ban#s in ,erala to be%ome a
s%heduled ban# in 145 under the 9*I "%t
South Indian *an#
IndiaEs oldest, lar&est and most su%%essful %ommer%ial ban#,
offerin& the $idest -ossible ran&e of domesti%, international and
+9I -rodu%ts and ser(i%es, throu&h its (ast net$or# in India and
o(erseas
State *an# of India
IndiaEs se%ond lar&est -ri(ate se%tor ban# and is no$ the lar&est 7he Federal *an#
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s%heduled %ommer%ial ban# in India @imited
*an# $hi%h started as -ri(ate shareholders ban#s, mostl)
2uro-eans shareholders
Im-erial *an# of
India
7he first Indian ban# to o-en a bran%h outside India in @ondon in
145 and the first to o-en a bran%h in %ontinental 2uro-e at Paris
in 144
*an# of India,
founded in 105 in
Mumbai
7he oldest Publi% Se%tor *an# in India ha(in& bran%hes all o(er
India and ser(in& the %ustomers for the last 112 )ears
"llahabad *an#
7he first Indian %ommer%ial ban# $hi%h $as $holl) o$ned and
mana&ed b) Indians
'entral *an# of
India
*an# of India $as founded in 105 in Mumbai/ It be%ame the first Indian ban# to o-en a
bran%h outside India in @ondon in 145 and the first to o-en a bran%h in %ontinental 2uro-e at
Paris in 144/
PU(LIC SECTOR (AN,S
"mon& the Publi% Se%tor *an#s in India, Cnited *an# of India is one of the 14 ma.or
ban#s, $hi%h $ere nationali?ed on Ful) 1, 15/ Its -rede%essor, in the Publi% Se%tor *an#s,
the Cnited *an# of India @td/, $as formed in 1!0 $ith the amal&amation of four ban#s (i?/
'amilla *an#in& 'or-oration @td/ :114;, *en&al 'entral *an# @td/ :118;, 'amilla Cnion
*an# @td/ :122; and 6oo&hl) *an# @td/:112;/

3riental *an# of 'ommer%e :3*';, Go(ernment of India Cnderta#in& offers Domesti%,
1!
"n#ur PGDM
+9I and 'ommer%ial ban#in& ser(i%es/ 3*' is im-lementin& a G9"M22+ P93F2'7 in
Dehradun Distri%t :CP; and 6anuman&arh Distri%t :9a.asthan; disbursin& small loans/ 7his
Publi% Se%tor *an# India has im-lemented 14 -oint a%tion -lan for stren&thenin& of %redit
deli(er) to $omen and has desi&nated ! bran%hes as s-e%iali?ed bran%hes for $omen
entre-reneurs/
T!e +o""o-in$ are t!e "it o+ P&'"ic Sector (an# in In%ia
"llahabad *an#
"ndhra *an#
*an# of *aroda
*an# of India
*an# of Maharastra
'anara *an#
'entral *an# of India
'or-oration *an#
Dena *an#
Indian *an#
Indian 3(erseas *an#
3riental *an# of 'ommer%e
Pun.ab B Sind *an#
Pun.ab +ational *an#
S)ndi%ate *an#
C'3 *an#
Cnion *an# of India
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"n#ur PGDM
Cnited *an# of India
Ai.a)a *an#
Lit o+ State (an# o+ In%ia an% it &'i%iar)2 a P&'"ic Sector (an#
State *an# of India
State *an# of *i#aner B Fai-ur
State *an# of 6)derabad
State *an# of Indore
State *an# of M)sore
State *an# of Saurastra
State *an# of 7ra(an%ore
PRI.ATE SECTOR (AN,S8
Pri(ate ban#in& in India $as -ra%ti%ed sin%e the be&innin& of ban#in& s)stem in India/ 7he
first -ri(ate ban# in India to be set u- in Pri(ate Se%tor *an#s in India $as IndusInd *an#/ It
is one of the fastest &ro$in& *an# Pri(ate Se%tor *an#s in India/ ID*I ran#s the tenth lar&est
de(elo-ment ban# in the $orld as Pri(ate *an#s in India and has -romoted $orld %lass
institutions in India/
7he first Pri(ate *an# in India to re%ei(e an in -rin%i-le a--ro(al from the 9eser(e *an# of
India $as 6ousin& De(elo-ment Finan%e 'or-oration @imited, to set u- a ban# in the -ri(ate
se%tor ban#s in India as -art of the 9*IEs liberali?ation of the Indian *an#in& Industr)/ It $as
in%or-orated in "u&ust 14 as 6DF' *an# @imited $ith re&istered offi%e in Mumbai and
%ommen%ed o-erations as S%heduled 'ommer%ial *an# in Fanuar) 1!/
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"n#ur PGDM
I+G A)s)a, )et another Pri(ate *an# of India $as in%or-orated in the )ear 110/ *an&alore
has a -ride of -la%e for ha(in& the first bran%h in%e-tion in the )ear 114/ 8ith su%%essi(e
)ears of -atrona&e and %onstantl) settin& ne$ standards in ban#in&, I+G A)s)a *an# has
man) %redits to its a%%ount/
Lit o+ Private (an# in In%ia
*an# of Pun.ab
*an# of 9a.asthan
'atholi% S)rian *an#
'enturion *an#
'it) Cnion *an#
Dhanala#shmi *an#
De(elo-ment 'redit *an#
Federal *an#
6DF' *an#
I'I'I *an#
ID*I *an#
IndusInd *an#
I+G A)s)a *an#
Fammu B ,ashmir *an#
,arnata#a *an#
,arur A)s)a *an#
@a0mi Ailas *an#
South Indian *an#
Cnited 8estern *an#
18
"n#ur PGDM
INDIAN (AN,ING INDUSTRY
7he Indian ban#in& mar#et is &ro$in& at an astonishin& rate, $ith "ssets e0-e%ted to rea%h
CSH1 trillion b) 2010/ "n e0-andin& e%onom), middle %lass, and te%hnolo&i%al
inno(ations are all %ontributin& to this &ro$th/
7he %ountr)>s middle %lass a%%ounts for o(er 120 million Peo-le/ In %orrelation $ith the
&ro$th of the e%onom), risin& in%ome le(els, in%reased standard of li(in&, and affordabilit) of
ban#in& -rodu%ts are -romisin& fa%tors for %ontinued e0-ansion/
7he Indian ban#in& mar#et is &ro$in& at an astonishin& rate, $ith "ssets e0-e%ted to rea%h
CSH1 trillion b) 2010/ "n e0-andin& e%onom), middle %lass, and te%hnolo&i%al
inno(ations are all %ontributin& to this &ro$th/

1
"n#ur PGDM

7he Indian ban#in& Industr) is in the middle of an I7 re(olution, Fo%usin& on the
e0-ansion of retail and rural ban#in&/ Pla)ers are be%omin& in%reasin&l) %ustomer -
%entri% in their a--roa%h, $hi%h has resulted in inno(ati(e methods of offerin& ne$ ban#in&
-rodu%ts and ser(i%es/ *an#s are no$ reali?in& the im-ortan%e of bein& a bi& -la)er
and are be&innin& to fo%us their attention on mer&ers and a%quisitions to ta#e ad(anta&e
of e%onomies of s%ale andIor %om-l) $ith *asel II re&ulation/JIndian ban#in& industr)
assets are e0-e%ted to rea%h CSH1 trillion b) 2010 and are -oised to re%ei(e a &reater infusion
of forei&n %a-ital,K sa)s Prathima 9a.an, anal)st in 'elentEs ban#in& &rou- and author of the
re-ort/ J7he ban#in& industr) should fo%us on ha(in& a small number of lar&e -la)ers that %an
%om-ete &loball) rather than ha(in& a lar&e number of fra&mented -la)ers/L

20
"n#ur PGDM

T)pe Pri(ate, *S2 B +S2, +MS2
Fo&n%e%
1!! :as Industrial %redit and
In(estment %or-oration of India;
3ea%9&arter
I'I'I *an# @td/,
I'I'I *an# 7o$ers,
*andra ,urla
Mumbai, India
,e) peop"e
+ Aa&hul, ,/A/ ,amath, 'handa
,o%hhar, A Aaid)anathan, Madhabi
Puri
In%&tr)
*an#in&
Insuran%e
'a-ital Mar#ets and allied industries
Pro%&ct
@oans, 'redit 'ards, Sa(in&s,
In(estment (ehi%les, Insuran%e et%/
Reven&e N CSD !/4 billion
Tota" aet
9s/ 62::;.:5 'i""ion /US< 7==
'i""ion0 at Mar%h 11, 2008/
21
"n#ur PGDM

O.ER.IE>
ICICI (an# :formerl) In%&tria" Cre%it an% Invetment Corporation o+ In%ia0. I'I'I
@imited $as established in 1!! b) the 8orld *an#, the Go(ernment of India and the Indian
Industr), for the -romotion of industrial de(elo-ment in India b) &i(in& -ro.e%t and %or-orate
finan%e to the industries in India/
I'I'I *an# has &ro$n from a de(elo-ment ban# to a finan%ial %on&lomerate and has be%ome
one of the lar&est -ubli% finan%ial institutions in India/ I'I'I *an# has finan%ed all the ma.or
se%tors of the e%onom), %o(erin& 5,848 %om-anies and 15,8!1 -ro.e%ts/ "s of Mar%h 11,
2000, I'I'I had disbursed a total of 9s/1,11,040 %rores, sin%e in%e-tion/
ICICI (an# Fact Fi"e8
Tota" aet8 9s/145,214 %rore :De%ember 11, 2004;
Net-or#8 !10 bran%hes
ATM8 3(er 1,880
A'roa% S&'i%iarie8 Cnited ,in&dom and 'anada
A'roa% 'ranc!e8 Sin&a-ore and *ahrain
Repreentative o++ice8 Cnited States, 'hina, Cnited "rab 2mirates, and *an&ladesh and
South "fri%a/
I'I'I *an# is IndiaEs se%ond-lar&est ban# $ith total assets of about 9s/ 2,!11/8 bn :CSH
!5/1 bn; at Mar%h 11, 2005 and -rofit after ta0 of 9s/ 2!/40 bn :CSH !5 mn; for the )ear
ended Mar%h 11, 2005 :9s/ 20/0! bn :CSH 44 mn; for the )ear ended Mar%h 11, 200!;/
I'I'I *an# has a net$or# of about 514 bran%hes and e0tension %ounters and o(er 2,200
"7Ms/ I'I'I *an# offers a $ide ran&e of ban#in& -rodu%ts and finan%ial ser(i%es to
%or-orate and retail %ustomers throu&h a (ariet) of deli(er) %hannels and throu&h its
s-e%iali?ed subsidiaries and affiliates in the areas of in(estment ban#in&, life and non-life
insuran%e, (enture %a-ital and asset mana&ement/ I'I'I *an# set u- its international ban#in&
22
"n#ur PGDM
&rou- in fis%al 2002 to %ater to the %ross border needs of %lients and le(era&e on its domesti%
ban#in& stren&ths to offer -rodu%ts internationall)/
ICICI (an# :*S2D I'I'I; : In%&tria" Cre%it an% Invetment Corporation o+ In%ia; is
IndiaEs lar&est -ri(ate se%tor ban# in mar#et %a-itali?ation and se%ond lar&est o(erall in terms
of assets/ *an# has total assets of about CSD 100 billion :at the end of Mar%h 2008;, a
net$or# of o(er 1,41 bran%hes, 22 re&ional offi%es and 4 re&ional -ro%essin& %enters, about
4,48! "7Ms :at the end of Se-tember 2008;, and 24 million %ustomers :at the end of Ful)
2004;/ I'I'I *an# offers a $ide ran&e of ban#in& -rodu%ts and finan%ial ser(i%es to %or-orate
and retail %ustomers throu&h a (ariet) of deli(er) %hannels and s-e%iali?ed subsidiaries and
affiliates in the areas of in(estment ban#in&, life and non-life insuran%e, (enture %a-ital and
asset mana&ement/ :7hese data are d)nami%/; I'I'I *an# is also the lar&est issuer of %redit
%ards in India/ I'I'I *an# has &ot its equit) shares listed on the sto%# e0%han&es at ,ol#ata
and Aadodara, Mumbai and the +ational Sto%# 20%han&e of India @imited, and its "D9s on
the +e$ Mor# Sto%# 20%han&e :+MS2;/
7he *an# is e0-andin& in o(erseas mar#ets and has the lar&est international balan%e sheet
amon& Indian ban#s/ I'I'I *an# no$ has $holl)-o$ned subsidiaries, bran%hes and
re-resentati(es offi%es in 18 %ountries, in%ludin& an offshore unit in Mumbai/ 7his in%ludes
$holl) o$ned subsidiaries in 'anada, 9ussia and the C, :the subsidiar) throu&h $hi%h the
hisa(e sa(in&s brand is o-erated;, offshore ban#in& units in *ahrain and Sin&a-ore, an
ad(isor) bran%h in Dubai, bran%hes in *el&ium, 6on& ,on& and Sri @an#a, and re-resentati(e
offi%es in *an&ladesh, 'hina, Mala)sia, Indonesia, South "fri%a, 7hailand, the Cnited "rab
2mirates and CS"/ 3(erseas, the *an# is tar&etin& the +9I :+on-9esident Indian; -o-ulation
in -arti%ular/
I'I'I re-orted a 1/1!G rise in net -rofit to 9s/ 1,014/21 %rore on a 1/2G in%rease in total
in%ome to 9s/ ,412/11 %rore in <2 Se-tember 2008 o(er <2 Se-tember 2004/ 7he ban#Es
%urrent and sa(in&s a%%ount :'"S"; ratio in%reased to 10G in 2008 from 2!G in 2004/


21
"n#ur PGDM
I'I'I *an# %urrentl) has subsidiaries in the Cnited ,in&dom, 9ussia and 'anada,
bran%hes in Sin&a-ore, *ahrain, 6on& ,on&, Sri @an#a and Dubai International Finan%e
'enter and re-resentati(e offi%es in the Cnited States, Cnited "rab 2mirates, 'hina, South
"fri%a and *an&ladesh/ 3ur C, subsidiar) has established a bran%h in *el&ium/ I'I'I *an#
is the most (aluable ban# in India in terms of mar#et %a-itali?ation/
I'I'I *an#Es equit) shares are listed in India on the *omba) Sto%# 20%han&e and the
+ational Sto%# 20%han&e of India @imited and its "meri%an De-ositar) 9e%ei-ts :"D9s; are
listed on the +e$ Mor# Sto%# 20%han&e :+MS2;/
I'I'I *an# has formulated a 'ode of *usiness 'ondu%t and 2thi%s for its Dire%tors and
em-lo)ees/ "t Fune !, 2005, I'I'I *an#, $ith free float mar#et %a-itali?ation of about 9s/
480/00 billion :CSH 10/8 billion; ran#ed third amon&st all the %om-anies listed on the Indian
sto%# e0%han&es/
I'I'I *an# $as ori&inall) -romoted in 14 b) I'I'I @imited, an Indian finan%ial
Institution, and $as its $holl) o$ned subsidiar)/ I'I'IEs shareholdin& in I'I'I *an# $as
redu%ed to 45G throu&h a -ubli% offerin& of shares in India in fis%al 18, an equit) offerin&
in the form of "D9s listed on the +MS2 in fis%al 2000, I'I'I *an#Es a%quisition of *an# of
Madura @imited in an all-sto%# amal&amation in fis%al 2001, and se%ondar) mar#et sales b)
I'I'I to institutional in(estors in fis%al 2001 and fis%al 2002/ I'I'I $as formed in 1!! at
the initiati(e of 7he 8orld *an#, the Go(ernment of India and re-resentati(es of Indian
industr)/
7he -rin%i-al ob.e%ti(e $as to %reate a de(elo-ment finan%ial institution for Pro(idin&
medium-term and lon&-term -ro.e%t finan%in& to Indian businesses/ In the 10s, I'I'I
transformed its business from a de(elo-ment finan%ial institution offerin& onl) -ro.e%t finan%e
to a di(ersified finan%ial ser(i%e &rou- offerin& a $ide (ariet) of -rodu%ts and ser(i%es, both
dire%tl) and throu&h a number of subsidiaries and affiliates li#e I'I'I *an#/ In 1, I'I'I
be%ome the first Indian %om-an) and the first ban# or finan%ial institution from non-Fa-an
"sia to be listed on the +MS2/
24
"n#ur PGDM
In 3%tober 2001, the *oards of Dire%tors of I'I'I and I'I'I *an# a--ro(ed the mer&er of
I'I'I and t$o of its $holl) o$ned retail finan%e subsidiaries, I'I'I Personal Finan%ial
Ser(i%es @imited and I'I'I 'a-ital Ser(i%es @imited, $ith I'I'I *an#/ 7he mer&er $as
a--ro(ed b) shareholders of I'I'I and I'I'I *an# in Fanuar) 2002, b) the 6i&h 'ourt of
Gu.arat at "hmadabad in Mar%h 2002, and b) the 6i&h 'ourt of Fudi%ature at Mumbai and
the 9eser(e *an# of India in "-ril 2002/ 'onsequent to the mer&er, the I'I'I &rou-Es
finan%in& and ban#in& 3-erations, both $holesale and retail, ha(e been inte&rated in a sin&le
entit)/
Free float holdin& e0%ludes all -romoter holdin&s, strate&i% in(estments and 'ross holdin&s
amon& -ubli% se%tor entities/

2!
"n#ur PGDM
(USINESS O(1ECTI.ES
.iion
7o be the leadin& -ro(ider of finan%ial ser(i%es in India and a ma.or &lobal ban#/
Miion
8e $ill le(era&e our -eo-le, te%hnolo&), s-eed and finan%ial %a-ital toD
be the ban#er of first %hoi%e for our %ustomers b) deli(erin& hi&h qualit), $orld-%lass
ser(i%e/
20-and the frontiers of our business &loball)/
Pla) a -roa%ti(e role in the full realisation of India>s -otential/
maintain a health) finan%ial -rofile and di(ersif) our earnin&s a%ross businesses and
&eo&ra-hies/
Maintain hi&h standards of &o(ernan%e and ethi%s/
'ontribute -ositi(el) to the (arious %ountries and mar#ets in $hi%h $e o-erate/
'reate (alue for our sta#eholders/

Pro%&ct an% Service

Ser(i%e and ban#in& of I'I'I ban# %ate&ori?ed in to -ersonal ban#in&, business ban#in& and
+9I ban#in& ser(i%es/
Perona" 'an#in$* De-osit in form of sa(in&, re%urrin&, term de-osit, senior %iti?en de-osit
and %hildren de-ositor) a%%ount are there for indi(idual %ustomer %an also a(ail of their
housin&, automobile, farm equi-ment, business or -ersonal loan s%heme/ Personal %lient %an
also in(est in mutual funds and -arti%i-ate in sto%# tradin& throu&h I'I'I ban#/
(&ine 'an#in$ ? *usiness ban#in& ser(i%es of I'I'I *an# are e0hausti(e/ Pro.e%t
finan%in&, deal assessment, and land e(aluation are in(estment ban#in& ser(i%es offered to
%or-orate %lients/ Global trade and %ash mana&ement transa%tion ser(i%es fa%ilitate
remittan%es and re%ei-ts a%ross im-ortant %ities/ 'a-ital mar#et and %ustodial ser(i%es enable
business houses to -arti%i-ate in equit) tradin& and transfer a%ross ma.or sto%# mar#ets of
$orld/
C&tomer
I'I'I ban# tar&ets all se&ment of %ustomer $ith (arious t)-es of -rodu%ts and ser(i%es/ I
intera%ted $ith a a lot of %ustomers and %olle%t their feedba%# on the &i(en ser(i%es of
%om-an), and feedba%# are -ositi(e res-onse from all -oint of (ie$/ 'ustomers are
benefi%iar) from both sides monetar) as $ell as non monetar)/ 7he ban# tar&ets to add nearl)
25
"n#ur PGDM
!00,000 %ustomers under the ne$ s%heme in the ne0t one )ear and -lans to offer auto loans
throu&h the ne$ online %hannel in the future, I'I'I *an#Es 20e%uti(e Dire%tor, A
Aaid)anathan, said here/
L"s of no$, nearl) 24 -er %ent of our %ustomer transa%tions are ha--enin& throu&h internet/
8e are -rimaril) tar&etin& our urban %ustomers, $ho %onstitute nearl) 40 -er %ent of our total
%ustomer-base,L Aaid)anathan said/
'ustomers, o-tin& for the ser(i%e %an also benefit from the quantum o-tima fa%ilit), $herein
if the balan%e e0%eeds 9s !,000, the mone) $ill automati%all) be transferred to a fi0ed de-osit
s%heme, he said/ 7he fa%ilit), $hi%h also enable %ustomers to transa%t bet$een an I'I'I *an#
a%%ount and a%%ounts in other ban#s, is bein& offered free of %ost, he said I'I'I ban#,
-resentl), has abo(e 2 %rore %ustomers/ 7he lender o-ened nearl) 440 bran%hes in the last
fis%al/ 7he lender has also -lans to laun%h ESMS n 'ashE s%heme later this $ee# under $hi%h
I'I'I a%%ount holders %an transfer funds to those $ho do not ha(e a ban# a%%ount/ I'I'I
ban# is stron&l) %ommitted to -rote%tin& the -ri(a%) of its %ustomers and has ta#en all
ne%essar) and reasonable measures to -rote%t the %onfidentialit) of the %ustomer information
and its transmission throu&h the $orld $ide $eb and it shall not be held liable for dis%losure
of the %onfidential information $hen in a%%ordan%e $ith this -ri(a%) %ommitment or in terms
of the a&reements, if an), $ith the %ustomers/
I'I'I ban# 2ndea(our>s to safe&uard and ensure the se%urit) of the information -ro(ided b)
the %ustomer/ I'I'I ban# uses 128-bit en%r)-tion, for the transmission of the information,
$hi%h is %urrentl) the -ermitted le(el of en%r)-tion in India/ 8hen the information -ro(ided
b) the %ustomers is not transmitted throu&h this en%r)-tion, the %ustomerEs s)stem :if
%onfi&ured a%%ordin&l); $ill dis-la) an a--ro-riate messa&e ensurin& the best le(el of se%re%)
for the %ustomerEs information/
7he %ustomer $ould be required to %oo-erate $ith I'I'I ban# in order to ensure the se%urit)
of the information, and it is re%ommended that the %ustomers ne%essaril) %hoose their
-ass$ords %arefull) su%h that no unauthori?ed a%%ess is made b) a third -art)/ 7o ma#e the
-ass$ord %om-le0 and diffi%ult for others to &uess, the %ustomers should use %ombination of
al-habets, numbers and s-e%ial %hara%ters :li#eO P, Q, H et%/;/ 7he %ustomers should
underta#e not to dis%lose their -ass$ord to an)one or #ee- an) $ritten or other re%ord of the
-ass$ord su%h that a third -art) %ould a%%ess it/
I'I'I ban# underta#es not to dis%lose the information -ro(ided b) the %ustomers to
an) -erson, unless su%h a%tion is ne%essar) toD
'onform to le&al requirements or %om-l) $ith le&al -ro%essR
24
"n#ur PGDM
Prote%t and defend I'I'I ban#Es or its affiliates ri&hts, interests or -ro-ert)R
2nfor%e the terms and %onditions of the -rodu%ts or ser(i%esR or
"%t to -rote%t the interests of I'I'I ban#, its affiliates, or its members, %onstituents or
of other -ersons/
C ompetitor
7he main %om-etitor of is I'I'I ban# is S*I be%ause this ban# is totall) ta#en b) &o(ernment
after this ban# 6DF' ban# is the main %om-etitor of I'I'I ban# /7here are different t)-es of
se&ment o-eration semment, in(estment and ser(i%es, demat and +9I ser(i%es/7he %om-etitor
from the o-eration se&ment are State *an# of India:S*I;, "0is, 6ousin& De(elo-ment and
Finan%ial %or-oration:6DF'; et%/From the in(estment "nd ser(i%e se%tor 6DF' standard life
insuran%e %or-oration, *harati "0a life insuran%e ,9elian%e @ife Insuran%e 'or-oration, Ma0
ne$ $or# life insuran%e S*I @ife insuran%e,@ife Insuran%e 'or-oration of India/In demat
se%tion India bull,"nan&ram,S*I,6DF',India Infoline are the main %om-etitor of I'I'I
ban#/In the +9I ser(i%e se%tion the 8estern Cnion ban# is the main %om-etitor of I'I'I
ban#/7here are some other %om-an) $ho also %om-ete $ith the I'I'I ban# "fter the S*I the
6DF' ban# is the main %om-etitor of I'I'I ban#/
3DFC (an# Lt%/ is a %ommer%ial ban# of India, in%or-orated in "u&ust 14, after the
9eser(e *an# of India allo$ed establishin& -ri(ate se%tor ban#s/ 7he *an# $as -romoted b)
28
"n#ur PGDM
the 6ousin& De(elo-ment Finan%e 'or-oration, a -remier housin& finan%e %om-an) :set u-
in 144; of India/ 6DF' *an# has 1,!00 bran%hes and o(er 2,80 "7Ms, in !10 %ities in
India, and all bran%hes of the ban# are lin#ed on an online real-time basis/ "s of Se-tember
10, 2008 the ban# had total assets of I+9 1005/82 billion/
State (an# o+ In%ia is the lar&est ban# in India/ It is also, measured b) the number of bran%h
offi%es and em-lo)ees, the se%ond lar&est ban# in the $orld/S%itation neededT 7he ban# tra%es
its an%estr) ba%# throu&h the Im-erial *an# of India to the foundin& in 1805 of the *an# of
'al%utta, ma#in& it the oldest %ommer%ial ban# in the Indian Sub%ontinent/ 7he Go(ernment
of India nationalised the Im-erial *an# of India in 1!!, $ith the 9eser(e *an# of India
ta#in& a 50G sta#e, and renamed it the State *an# of India/ In 2008, the Go(ernment too#
o(er the sta#e held b) the 9eser(e *an# of India/S*I -ro(ides a ran&e of ban#in& -rodu%ts
throu&h its (ast net$or# in India and o(erseas, in%ludin& -rodu%ts aimed at +9Is/ 8ith an
asset base of H125 billion and its rea%h, it is a re&ional ban#in& behemoth/ S*I has laid
em-hasis on redu%in& the hu&e man-o$er throu&h Golden handsha#e s%hemes and
%om-uteri?in& its o-erations/7he State *an# Grou-, $ith o(er 15000 bran%hes , has the
lar&est bran%h net$or# in India/ It has a mar#et share amon& Indian %ommer%ial ban#s of
about 20G in de-osits and ad(an%es, and S*I a%%ounts for almost one-fifth of the nation>s
loans/7here are some other ban#s $hi%h &i(es %hallen&in& some ho$ in the ban#in& and
ser(i%e se%torthe) areD
"llahabad *an#
"ndhra *an#
*an# of *aroda
*an# of India
*an# of Maharashtra
'anara *an#
'entral *an# of India
'or-oration *an#
Dena *an#
ID*I *an#
Indian *an#
Indian 3(erseas *an#
3riental *an# of 'ommer%e
2
"n#ur PGDM
Pun.ab B Sind *an#
Pun.ab +ational *an#
S)ndi%ate *an#
C'3 *an#
Cnion *an# of India
Cnited *an# of India
Ai.a)a *an#
E nvironment
"n em-lo)er the ban# e0tends a lot of authorit) alon& $ith .ustified a%%ountabilit) to )ou/
7he $or#in& %ulture is (er) %ollaborati(e in nature/ It %an be o$ed to the fa%t that the ban# is
hi&hl) se&mented $ith a lot of o(erla--in& and mostl) distin%t roles and res-onsibilit)/I'I'I
*an# has established itself as a one sto- solution :Cni(ersal *an#; for all finan%ial need of
indi(iduals and institutions ali#e/ 7he %redit for the same %an be attributed to its (ast net$or#,
-robabl) the lar&est amon& -ri(ate se%tor ban#s/7his ma#es the life of an em-lo)ee a lot
easier, es-e%iall) for those $ho fa%e the e0ternal %ustomers/ Mou do not ha(e to .ustif) )our
or&ani?ation, it is onl) the -rodu%t that has to be -it%hed/ "s far as em-lo)ee benefits are
%on%erned, I'I'I *an# offers a lot of finan%ial benefits ran&in& from )our famil) health
insuran%e to )our #ids s%hool donations/ 7he or&ani?ation is sensiti(e to the needs of its
em-lo)ees as this qualit) is one of the buildin& blo%#s :D+"; of the or&ani?ational %ulture/
7he or&ani?ation $ill be &i(in& )ou enou&h fle0ibilit) to inno(ate and %ome-u- $ith ne$
ideas/ It $ill also e0hibit its in terms of $ell laid s)stems, -ro%esses and infrastru%ture/ It $ill
e0tend a fast tra%# &ro$th for those $ith e0traordinar) talent at the same time offer stabilit) to
those $ho are able to deli(er satisfa%toril)/3(erall, I $ould sa) it>s a lifetime e0-erien%e to
$or# $ith su%h a behemoth or&ani?ation/ It mi&ht not be the best -a)master but it definitel)
10
"n#ur PGDM
$ill im-ress )ou $ith its %a-abilit) as the head master :Prin%i-al; of ban#in& industr)/there
are hu&e %om-etition bet$een the e-lo)ee to a%hie(e theo &oal/
(USINESS O(1ECTI.ES8
.iion
7o be the leadin& -ro(ider of finan%ial ser(i%es in India and a ma.or &lobal ban#/
Miion
8e $ill le(era&e our -eo-le, te%hnolo&), s-eed and finan%ial %a-ital toD
be the ban#er of first %hoi%e for our %ustomers b) deli(erin& hi&h qualit), $orld-%lass
ser(i%e/
e0-and the frontiers of our business &loball)/
-la) a -roa%ti(e role in the full realisation of India>s -otential/
maintain a health) finan%ial -rofile and di(ersif) our earnin&s a%ross businesses and
&eo&ra-hies/
maintain hi&h standards of &o(ernan%e and ethi%s/
%ontribute -ositi(el) to the (arious %ountries and mar#ets in $hi%h $e o-erate/
%reate (alue for our sta#eholders/
Pro%&ct an% Service
Ser(i%e and ban#in& of I'I'I ban# %ate&ori?ed in to -ersonal ban#in&, business ban#in& and
+9I ban#in& ser(i%es/
Perona" 'an#in$* De-osit in form of sa(in&, re%urrin&, term de-osit, senior %iti?en de-osit
and %hildren de-ositor) a%%ount are there for indi(idual %ustomer %an also a(ail of their
housin&, automobile, farm equi-ment, business or -ersonal loan s%heme/ Personal %lient %an
also in(est in mutual funds and -arti%i-ate in sto%# tradin& throu&h I'I'I ban#/
(&ine 'an#in$ ? *usiness ban#in& ser(i%es of I'I'I *an# are e0hausti(e/ Pro.e%t
finan%in&, deal assessment, and land e(aluation are in(estment ban#in& ser(i%es offered to
%or-orate %lients/ Global trade and %ash mana&ement transa%tion ser(i%es fa%ilitate
remittan%es and re%ei-ts a%ross im-ortant %ities/ 'a-ital mar#et and %ustodial ser(i%es enable
business houses to -arti%i-ate in equit) tradin& and transfer a%ross ma.or sto%# mar#ets of
$orld/
CUSTOMER
I'I'I ban# tar&ets all se&ment of %ustomer $ith (arious t)-es of -rodu%ts and ser(i%es/ I
intera%ted $ith a a lot of %ustomers and %olle%t their feedba%# on the &i(en ser(i%es of
%om-an), and feedba%# are -ositi(e res-onse from all -oint of (ie$/ 'ustomers are
benefi%iar) from both sides monetar) as $ell as non monetar)/ 7he ban# tar&ets to add nearl)
!00,000 %ustomers under the ne$ s%heme in the ne0t one )ear and -lans to offer auto loans
11
"n#ur PGDM
throu&h the ne$ online %hannel in the future, I'I'I *an#Es 20e%uti(e Dire%tor, A
Aaid)anathan, said here/
L"s of no$, nearl) 24 -er %ent of our %ustomer transa%tions are ha--enin& throu&h internet/
8e are -rimaril) tar&etin& our urban %ustomers, $ho %onstitute nearl) 40 -er %ent of our total
%ustomer-base,L Aaid)anathan said/
'ustomers, o-tin& for the ser(i%e %an also benefit from the quantum o-tima fa%ilit), $herein
if the balan%e e0%eeds 9s !,000, the mone) $ill automati%all) be transferred to a fi0ed de-osit
s%heme, he said/ 7he fa%ilit), $hi%h also enable %ustomers to transa%t bet$een an I'I'I *an#
a%%ount and a%%ounts in other ban#s, is bein& offered free of %ost, he said I'I'I ban#,
-resentl), has abo(e 2 %rore %ustomers/ 7he lender o-ened nearl) 440 bran%hes in the last
fis%al/ 7he lender has also -lans to laun%h ESMS n 'ashE s%heme later this $ee# under $hi%h
I'I'I a%%ount holders %an transfer funds to those $ho do not ha(e a ban# a%%ount/ I'I'I
ban# is stron&l) %ommitted to -rote%tin& the -ri(a%) of its %ustomers and has ta#en all
ne%essar) and reasonable measures to -rote%t the %onfidentialit) of the %ustomer information
and its transmission throu&h the $orld $ide $eb and it shall not be held liable for dis%losure
of the %onfidential information $hen in a%%ordan%e $ith this -ri(a%) %ommitment or in terms
of the a&reements, if an), $ith the %ustomers/
I'I'I ban# 2ndea(our>s to safe&uard and ensure the se%urit) of the information -ro(ided b)
the %ustomer/ I'I'I ban# uses 128-bit en%r)-tion, for the transmission of the information,
$hi%h is %urrentl) the -ermitted le(el of en%r)-tion in India/ 8hen the information -ro(ided
b) the %ustomers is not transmitted throu&h this en%r)-tion, the %ustomerEs s)stem :if
%onfi&ured a%%ordin&l); $ill dis-la) an a--ro-riate messa&e ensurin& the best le(el of se%re%)
for the %ustomerEs information/
7he %ustomer $ould be required to %oo-erate $ith I'I'I ban# in order to ensure the se%urit)
of the information, and it is re%ommended that the %ustomers ne%essaril) %hoose their
-ass$ords %arefull) su%h that no unauthori?ed a%%ess is made b) a third -art)/ 7o ma#e the
-ass$ord %om-le0 and diffi%ult for others to &uess, the %ustomers should use %ombination of
al-habets, numbers and s-e%ial %hara%ters :li#eO P, Q, H et%/;/ 7he %ustomers should
underta#e not to dis%lose their -ass$ord to an)one or #ee- an) $ritten or other re%ord of the
-ass$ord su%h that a third -art) %ould a%%ess it/
I'I'I ban# underta#es not to dis%lose the information -ro(ided b) the %ustomers to
an) -erson, unless su%h a%tion is ne%essar) toD
'onform to le&al requirements or %om-l) $ith le&al -ro%essR
Prote%t and defend I'I'I ban#Es or its affiliates ri&hts, interests or -ro-ert)R
2nfor%e the terms and %onditions of the -rodu%ts or ser(i%esR or
"%t to -rote%t the interests of I'I'I ban#, its affiliates, or its members, %onstituents or
of other -ersons.
COMPETITOR
7he main %om-etitor of is I'I'I ban# is S*I be%ause this ban# is totall) ta#en b) &o(ernment
after this ban# 6DF' ban# is the main %om-etitor of I'I'I ban# /7here are different t)-es of
se&ment o-eration semment, in(estment and ser(i%es, demat and +9I ser(i%es/7he %om-etitor
from the o-eration se&ment are State *an# of India:S*I;, "0is, 6ousin& De(elo-ment and
Finan%ial %or-oration:6DF'; et%/From the in(estment "nd ser(i%e se%tor 6DF' standard life
insuran%e %or-oration, *harati "0a life insuran%e ,9elian%e @ife Insuran%e 'or-oration, Ma0
ne$ $or# life insuran%e S*I @ife insuran%e,@ife Insuran%e 'or-oration of India/In demat
se%tion India bull,"nan&ram,S*I,6DF',India Infoline are the main %om-etitor of I'I'I
ban#/In the +9I ser(i%e se%tion the 8estern Cnion ban# is the main %om-etitor of I'I'I
ban#/7here are some other %om-an) $ho also %om-ete $ith the I'I'I ban# "fter the S*I the
6DF' ban# is the main %om-etitor of I'I'I ban#/
12
"n#ur PGDM
3DFC (an# Lt%/ is a %ommer%ial ban# of India, in%or-orated in "u&ust 14, after the
9eser(e *an# of India allo$ed establishin& -ri(ate se%tor ban#s/ 7he *an# $as -romoted b)
the 6ousin& De(elo-ment Finan%e 'or-oration, a -remier housin& finan%e %om-an) :set u-
in 144; of India/ 6DF' *an# has 1,!00 bran%hes and o(er 2,80 "7Ms, in !10 %ities in
India, and all bran%hes of the ban# are lin#ed on an online real-time basis/ "s of Se-tember
10, 2008 the ban# had total assets of I+9 1005/82 billion/
State (an# o+ In%ia is the lar&est ban# in India/ It is also, measured b) the number of bran%h
offi%es and em-lo)ees, the se%ond lar&est ban# in the $orld/S%itation neededT 7he ban# tra%es
its an%estr) ba%# throu&h the Im-erial *an# of India to the foundin& in 1805 of the *an# of
'al%utta, ma#in& it the oldest %ommer%ial ban# in the Indian Sub%ontinent/ 7he Go(ernment
of India nationalised the Im-erial *an# of India in 1!!, $ith the 9eser(e *an# of India
ta#in& a 50G sta#e, and renamed it the State *an# of India/ In 2008, the Go(ernment too#
o(er the sta#e held b) the 9eser(e *an# of India/S*I -ro(ides a ran&e of ban#in& -rodu%ts
throu&h its (ast net$or# in India and o(erseas, in%ludin& -rodu%ts aimed at +9Is/ 8ith an
asset base of H125 billion and its rea%h, it is a re&ional ban#in& behemoth/ S*I has laid
em-hasis on redu%in& the hu&e man-o$er throu&h Golden handsha#e s%hemes and
%om-uteri?in& its o-erations/7he State *an# Grou-, $ith o(er 15000 bran%hes , has the
lar&est bran%h net$or# in India/ It has a mar#et share amon& Indian %ommer%ial ban#s of
about 20G in de-osits and ad(an%es, and S*I a%%ounts for almost one-fifth of the nation>s
loans/7here are some other ban#s $hi%h &i(es %hallen&in& some ho$ in the ban#in& and
ser(i%e se%torthe) areD
"llahabad *an#
"ndhra *an#
*an# of *aroda
*an# of India
*an# of Maharashtra
'anara *an#
'entral *an# of India
'or-oration *an#
Dena *an#
ID*I *an#
Indian *an#
Indian 3(erseas *an#
3riental *an# of 'ommer%e
Pun.ab B Sind *an#
Pun.ab +ational *an#
S)ndi%ate *an#
C'3 *an#
Cnion *an# of India
Cnited *an# of India
Ai.a)a *an#
ENVIRONMENT
11
"n#ur PGDM
"n em-lo)er the ban# e0tends a lot of authorit) alon& $ith .ustified a%%ountabilit) to )ou/
7he $or#in& %ulture is (er) %ollaborati(e in nature/ It %an be o$ed to the fa%t that the ban# is
hi&hl) se&mented $ith a lot of o(erla--in& and mostl) distin%t roles and res-onsibilit)/I'I'I
*an# has established itself as a one sto- solution :Cni(ersal *an#; for all finan%ial need of
indi(iduals and institutions ali#e/ 7he %redit for the same %an be attributed to its (ast net$or#,
-robabl) the lar&est amon& -ri(ate se%tor ban#s/7his ma#es the life of an em-lo)ee a lot
easier, es-e%iall) for those $ho fa%e the e0ternal %ustomers/ Mou do not ha(e to .ustif) )our
or&ani?ation, it is onl) the -rodu%t that has to be -it%hed/ "s far as em-lo)ee benefits are
%on%erned, I'I'I *an# offers a lot of finan%ial benefits ran&in& from )our famil) health
insuran%e to )our #ids s%hool donations/ 7he or&ani?ation is sensiti(e to the needs of its
em-lo)ees as this qualit) is one of the buildin& blo%#s :D+"; of the or&ani?ational %ulture/
7he or&ani?ation $ill be &i(in& )ou enou&h fle0ibilit) to inno(ate and %ome-u- $ith ne$
ideas/ It $ill also e0hibit its in terms of $ell laid s)stems, -ro%esses and infrastru%ture/ It $ill
e0tend a fast tra%# &ro$th for those $ith e0traordinar) talent at the same time offer stabilit) to
those $ho are able to deli(er satisfa%toril)/3(erall, I $ould sa) it>s a lifetime e0-erien%e to
$or# $ith su%h a behemoth or&ani?ation/ It mi&ht not be the best -a)master but it definitel)
$ill im-ress )ou $ith its %a-abilit) as the head master :Prin%i-al; of ban#in& industr)/there
are hu&e %om-etition bet$een the e-lo)ee to a%hie(e theo &oal/
TECHNOLOGY
I'I'I use man) t)-e of ad(an%e te%hnolo&i%al soft$are li#e Pinna%le 4/0 and
Pinna%le4/015/"mon& from this soft$are I'I'I ban# uses the e-ban#in&, %ore ban#in&,
mobile ban#in& ele%troni% dis-la) s) I'I'I *an# $as usin& 7eradata for its data $arehouse/
6o$e(er, due to its -ro-rietar) hard$are, the %ost of -ro%urement, u-&rades and
administration $as soarin&/ 7he %losed bo0 ar%hite%ture of 7eradata im-osed restri%tions on
s%alabilit)/ Se%ondl), quer)in& and loadin& %ould not ha--en simultaneousl)/ <ueries %ould
onl) be run durin& business hours be%ause the loadin& of data had to ta#e -la%e durin& off-
business hours/ 7his meant that the refresh rate of 2D8 $as dela)ed, so queries ma) not
refle%t the most %urrent data/ I'I'I *an# $as also de-endent on 7eradata for su--ort and
other a%ti(itiesD 7he ban# $as %om-letel) tied do$n to that solution/
7hese issues %om-elled I'I'I *an# to loo# for more effi%ient and fle0ible solutions/ 7he
solution $ould ha(e to address not onl) %urrent issues, but a%%ommodate future &ro$th
e0-e%tations and business requirements/ I'I'I *an# e(aluated numerous data $arehousin&
solutions in the -ursuit of sol(in& its issues, and de(elo-ed a shortlist of alternati(es for its
mi&ration -roof-of-%on%e-tD S)base, S"S and +ete??a/ 7he -rimar) %riteria for e(aluation
$as the -ri%e-to--erforman%e ratio $here S)base I< emer&ed the %lear $inner/ Durin& this
ri&orous testin&, S)base I< deli(ered faster results on inde-endent hard$are and o-eratin&
s)stems $ith minimum infrastru%ture/ 'ommendin& the im-ro(ements a%hie(ed, "mit Sethi,
Foint General Mana&er, I'I'I ban# sa)s, L8hat im-ressed us $asthat e(en $ith o(erall lo$er
%osts, $e %ould a%hie(e si&nifi%antl) better quer) -erforman%eafter im-lementin& the S)base
enter-rise $arehouse solution/L I'I'I Infote%h toda) laun%hed an enter-rise resour%e
-lannin& :29P; solution for the small and medium enter-rises/
7he 29P -a%#a&e - 3rion "d(anta&e - %omes bundled $ith an 6P dual -ro%essor Ueon
ser(er, 3ra%le i database, 8indo$s 2001 ser(er and %osts about 9s /0 la#h and has a 1!-
user li%ense/
"n 29P -a%#a&e hel-s a manufa%turer or an) other business im-lementin& it to mana&e all
the im-ortant -arts in the %om-an) su%h as -rodu%t -lannin&, -arts -ur%hasin&, maintainin&
in(entor) and intera%tin& $ith su--liers and %ustomers/
I'I'I Infote%h offi%ials told a -ress %onferen%e here toda) that 3rion "d(anta&e offered a set
of business -ra%ti%e solutions for industr) se&ments su%h as en&ineerin&, auto an%illar),
-harma%euti%als, %hemi%als and I7 distribution/ *esides the %ost ad(anta&e, the 29P -a%#a&e
14
"n#ur PGDM
also %ame -re-%onfi&ured/ I'I'I Infote%h had ma--ed the -ro%esses s-e%ifi% to ea%h industr)
se&ment into the -a%#a&e/
Mr/ Mano. ,un#alien#ar, 20e%uti(e Dire%tor and President, I'I'I Infote%h, said that small
and medium enter-rises :SM2s; offered a &ood mar#et and I'I'I Infote%h ho-ed to be%ome a
leadin& solution -ro(ider to this se&ment/
Mr/ 9/,/ ,anthi, De-ut) General Mana&er, I'I'I Infote%h, said there $as no 29P -a%#a&e
for the SM2s that bundled the ser(er, database and o-eratin& s)stem ri&ht no$/ 7hat $as the
ad(anta&e I'I'I Infote%h offered to SM2s as 3rion "d(anta&e %ame bundled and -re-
%onfi&ured/ *esides the hi&h %ost of &eneri% 29P -a%#a&es, their im-lementation time as far
as SM2s $ere %on%erned $as also lon&/ 3rion "d(anta&e %ould be installed in 4! da)s/
I'I'I Infote%h had si&ned u- si0 %ustomers so far for the -a%#a&e and ho-ed to &arner a 1!
-er %ent mar#et share of the SM2 se&ment, $hose number in the %ountr) $as estimated at
2/10 la#h/
Mr/ ,/S/ +atara.an, Mana&in& Dire%tor, 7rident Pneumati%s P(t @td of 'oimbatore, one of
the %om-anies that had installed 3rion "d(anta&e, said that the %om-an) had tried three other
29P -a%#a&es, all of $hi%h had failed, before settlin& on 3rion "d(anta&e/
Mr ,un#alien#ar said that I'I'I Infote%h -lanned to mo(e the t$o de(elo-ment %enters in
'hennai into a sin&le lo%ation and double the staff stren&th from 100 no$ in the ne0t t$o
)ears/
7he 'hennai %enters $ere in(ol(ed in resear%h and de(elo-ment of 3rion 29P solutions and
Premia, an insuran%e -a%#a&e/
ERP Systems Integration
Pinna%le Soft$are Solutions has the e0-ertise and e0-erien%e to assist )ou $ith )our
enter-rise s)stems inte&ration/ From de(elo-in& )our strate&), throu&h im-lementation and
su--ort, $e brin& the ri&ht %ombination of resour%es, mana&ement s#illsets, and te%hni%al
#no$-ho$/ 8e $ill hel- )ou su%%essfull) inte&rate )our Enterprie Reo&rce P"annin$
/ERP0 s)stems into )our o(erall business and te%hnolo&) infrastru%ture/
8hether )ou are -lannin& an u-&rade of an e0istin& 29P s)stem, or a %om-lete re-la%ement
of a le&a%) a--li%ation and -latform, $e %an hel- )ou im-ro(e )our finan%ial, human
resour%es, ele%troni% mail, and other business s)stems/ 8e $or# $ith the leadin& 29P
s)stems, in%ludin& the latest (ersions of the 3ra%le and Peo-leSoft a--li%ationsD
General @ed&er Pro.e%t 'ostin&
"%%ounts Pa)able 6uman 9esour%es
"%%ounts 9e%ei(able Pa)roll
Pur%hasin& *enefits
"sset Mana&ement 'om-ensation
3ur te%hnolo&) mana&ement solutions $ill hel- )ou mi&rate hard$are -latforms, im-ro(e
net$or# and database -erforman%e, de(elo- or refresh -oli%ies and -ro%edures, and de(elo-
sound disaster re%o(er) and ba%#u- solutions/ Please %onta%t us to learn ho$ Pinna%le
Soft$are Solutions %an hel- )ou de(elo- Jsolutions that fit )our enter-rise.
ICICI Pr&%entia" Li+e In&rance Compan) Limite%
I'I'I Prudential life Insuran%e 'om-an) @imited $as in%or-orated on 20th Ful) 2000/7he
authori?ed %a-ital of the %om-an) is 9s/2100 million and the -aid u- %a-ital is 9s/1!00
million/ 7he %om-an) is .oint (enture of I'I'I :44G; and C, based %om-an) Prudential Pl%
:25G;/ 7he %om-an) $as &ranted %ertifi%ate of re&istration for %arr)in& business, b)
Insuran%e 9e&ulator) and De(elo-ment "uthorit) on 24
th
+o(ember 2000/ It %ommen%ed
%ommer%ial o-eration from 1
th
De%ember 2000 and be%omin& a leadin& -ri(ate se%tor life
insuran%e %om-an)/
1!
"n#ur PGDM
7he %om-an) re%o&ni?es that the dri(in& for%e for &ainin& sustainable %om-etiti(e ad(anta&e
in this business is su-erior %ustomer e0-erien%e and in(estment behind the brand/ 7he
%om-an) aims to a%hie(e this b) stri(in& to -ro(ide $orld %lass ser(i%e le(el trou&h %onstant
inno(ation in -rodu%t, distribution %hannels and te%hnolo&) based deli(er)/
.iion an% Miion
7heir (ision is to ma#e I'I'I Prudential @ife Insuran%e 'om-an) the dominant ne$ insurer
in the life insuran%e industr)/ 7his the) ho-e to a%hie(e throu&h their %ommitment to
e0%ellen%e, fo%us on ser(i%e, s-eed and inno(ation, and le(era&in& our te%hnolo&i%al
e0-ertise/
7he su%%ess of the or&anisation $ill be founded on its stron& fo%us on (alues and %larit) of
-ur-ose/ 7hese in%ludeD
Cnderstandin& the needs of %ustomers and offerin& them su-erior -rodu%ts and
ser(i%e
*uildin& lon& lastin& relationshi-s $ith their -artners
Pro(idin& an enablin& en(ironment to foster &ro$th and learnin& for their em-lo)ees
"nd abo(e all buildin& trans-aren%) in all our dealin&s/7he) belie(e that the) %an -la) a
si&nifi%ant role in redefinin& and resha-in& the se%tor/ Gi(en the qualit) of their -arenta&e
and the %ommitment of their team, the) feel that tere $ill be no limits to their &ro$th/
(oar% o+ Director
7he I'I'I Prudential @ife Insuran%e 'om-an) @imited *oard %om-rises re-uted -eo-le from
the finan%e industr) both from India and abroad/
Shri ,/A/ ,amath, 'hairman
Mr/ Mar# 7u%#er
Smt/ @alita D/ Gu-te
Mr/ Dann) *ardin
Mrs/ ,al-ana Mor-aria
Shri M/P/ Modi
Mr/ Fohn 'aouette
Shri S/P/Subhedar, :"lternate Dire%tor to Mr/ Dann) *ardin;
Mr/ Dere# Stott, :"lternate Dire%tor to Mr/ Mar# 7u%#er;
Smt/ Shi#ha Sharma, Mana&in& Dire%tor
Mana&ement 7eam
Ms/ Shi#ha Sharma, Mana&in& Dire%tor
Mr/ ,e(in 8ri&ht, 20e%uti(e Ai%e President - Sales B Distribution
Ms/ Madha(i Soman, 'hief - Strate&i% Initiati(es
Mr/ A/ 9a.a&o-alan, "--ointed "%tuar)
Mr/ Sandee- *atra, 'hief Finan%ial 3ffi%er B 'om-an) Se%retar)
Mr/ Sau&ata Gu-ta, 'hief - Mar#etin& B Ser(i%e
Mr/ Shubhro F/ Mitra, 'hief - 6uman 9esour%es
Corporate O++ice8
I''I Prulife 7o$ers,
108, "--asahab Marathe Mar&,
Prabhade(i,
Mumbai 400 02!/
Te"ep!one N&m'erD 022-452 1500
8ebsite D $$$/i%i%i-rulife/%om
15
"n#ur PGDM
ICICI Lom'ar% Genera" In&rance Compan)
ICICI Lom'ar% General Insuran%e 'om-an) @imited is a 44D25 .oint (enture bet$een I'I'I
*an# @imited and 'anada based Fairfa0 Finan%ial 6oldin&s @imited/ I'I'I *an# is IndiaEs
se%ond lar&est ban#, $hile Fairfa0 Finan%ial 6oldin&s is a di(ersified finan%ial %or-orate
en&a&ed in &eneral insuran%e, reinsuran%e, insuran%e %laims mana&ement and In(estment
mana&ement/ @ombard 'anada @td, a &rou- %om-an) of Fairfa0 Finan%ial 6oldin&s @imited,
is one of 'anadaEs oldest -ro-ert) and %asualt) insurers/ I'I'I @ombard General Insuran%e
'om-an) re%ei(ed re&ulator) a--ro(als to %ommen%e &eneral insuran%e business in "u&ust
2000/
(oar% Mem'er
Mr , A ,amath, 'hairman
Mr 9 "tha--an, Dire%tor
Mr * A *har&a(a, Dire%tor
Mr Dilee- 'ho#si, Dire%tor
Mr Fames F Do$d, Dire%tor
Ms @alita D Gu-te, Dire%tor
Ms ,al-ana Mor-aria, Dire%tor
Mr S Mu#her.i, Dire%tor
Mr 'handran 9atnas$ami, Dire%tor
Mr 6 + Sinor, Dire%tor
Mr Sandee- *a#hshi, Mana&in& Dire%tor B '23
"udit 'ommittee
Mr/ S Mu#her.i, 'hairman
Mr/ Dilee- 'ho#si, Dire%tor
Mr/ Fames F Do$d, Dire%tor
Mr/ 6/+/ Sinor, Dire%tor
In(estment 'ommittee
Mr/ 'handran 9atnas$ami, 'hairman
Ms/ ,al-ana Mor-aria, Dire%tor
Mr/ Sandee- *a#hshi,, Mana&in& Dire%tor B '23
Mr/ S Go-ala#rishnan, 6ead V In(estments
Mr/ 9a#esh Fain, 6ead-Finan%e B "%%ounts
Mr/ @i)aquat ,han, "--ointed "%tuar)
*oard Go(ernan%e 'ommittee
14
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Ms/ ,al-ana Mor-aria, 'hair-erson
Mr/ 'handran 9atnas$ami, Dire%tor
Mr/ 6/ +/ Sinor, Dire%tor
Retai" Se$ment o+ ICICI Lom'ar% Genera" In&rance 8
I'I'I @ombardEs 9etail Se&ment %onsists of -ersonal insuran%e -rodu%ts - 6ealth, 6ome,
Motor and 7ra(el insuran%es/
3ea"t! In&rance
I'I'I @ombard is #no$n to be a -ioneer in introdu%in& inno(ati(e %on%e-ts in the Indian
health Insuran%e se%tor/ *e it the floater %on%e-t, the %riti%al illness %o(er or the ta0 &ain
-oli%), all these $ere first introdu%ed b) I'I'I @ombard/ It $as also one of the first &eneral
insuran%e %om-anies in India to ha(e a robust online s)stem in -la%e for bu)in& and rene$in&
-oli%ies/
7he (arious -lans offered b) I'I'I @ombard in%lude Famil) Floater Plan - $here one -oli%)
%o(ers the entire famil), 6ealth "d(anta&e Plus - $here the) %o(er 3PD and dental e0-enses,
also hel- sa(e ma0imum ta0 under se%tion 80D and 'riti%al Illness -lan - a s-e%ial -oli%)
%o(erin& a list of %riti%al illnesses/ 7he) also ha(e a basi% Personal "%%ident Plan $hi%h
%o(ers a&ainst a%%idents/ I'I'I @ombard health -lans also -ro(ide %o(era&e a&ainst terrorism/
3ome In&rance
6ome Insuran%e is a%tuall) one of the most ne&le%ted areas in the &eneral insuran%e %ate&or)/
Sim-l), be%ause -eo-le in &eneral, es-e%iall) in India, do not &i(e mu%h im-ortan%e to it/
6o$e(er, in the re%ent )ears, due to the in%rease in a$areness, and the &reat e0tent of dama&e
%aused to -ro-ert) due to natural %alamities and terrorism, it has been &ainin& im-ortan%e/
7he 6ome Insuran%e Poli%)offered b) I'I'I @ombard %o(ers both the stru%ture and the
%ontents of the house/ Mou %an o-t for either of the %o(ers or both/ Cnli#e other -oli%ies, it
also %o(ers dama&e due to terrorist a%ti(ities, loss of %ash, -ubli% liabilit), tem-orar)
resettlement and others/
Motor In&rance
"s Motor Insuran%e is mandator) in India and is &o(erned b) the Motor 7ariff "%t, the
-oli%ies offered b) (arious %om-anies are more or less the same/ 7here is not mu%h room for
inno(ation in this %ate&or)/ I'I'I @ombard too offers 'ar Insuran%e and 7$o 8heeler
Insuran%e/ 7he) are #no$n to offer one of the best rates in the mar#et/ "s the entire bu)in&
-ro%ess is online and is instant, $ithout an) submission of do%uments or other formalities,
-eo-le &enerall) o-t it for %on(enien%e/
Trave" In&rance
18
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7ra(el insuran%e is one of the most -rominent se%tor of &eneral insuran%e, es-e%iall) o(erseas
tra(el insuran%e and student medi%al insuran%e/ I'I'I @ombard offers (arious o-tions in both
the %ate&ories/ 7he 3(erseas 7ra(el Plans and Student Medi%al Plans offered %o(er medi%al
and non-medi%al e0-enses, in%ludin& %om-ensation for fli&hts hi.a%#ed and -re e0istin&
diseases in %ase of emer&en%)/ 7he) %har&e on a -er da) basis if the tra(el is more than 4
da)s/ I'I'I @ombard has tied u- $ith Cnited 6ealth Grou- to fa%ilitate a%%ess to all its
%lini%s $hile in C/S/
7he Student Medi%al Plans are a%%e-ted in almost uni(ersities $orld$ide/ 7he) also ha(e a
se%tion in their $ebsite, Cni(ersit) Sear%h, $here one %an find s-e%ifi% -lans for s-e%ifi%
uni(ersities/
"ll the abo(e retail -oli%ies %an be bou&ht online, $ithout an) do%umentation throu&h their
$ebsite $$$/i%i%ilombard/%om /3ne %an not onl) bu), but also mana&e and rene$ their
insuran%e -oli%ies online/
NRI Service
I'I'I @ombard has de(elo-ed insuran%e -oli%ies for +on-resident Indians that %an be bou&ht,
rene$ed and tra%#ed online/
ParentsE 6ealth Insuran%e %o(ers hos-itali?ation and medi%al e0-enses in%urred b) -arents of
the -oli%)holder in India/ For -arentsE tra(ellin& outside India, I'I'I @ombard offers a
ParentsE 3(erseas 7ra(el Insuran%e -oli%)/
"n +9I %an insure his %hildrenI de-endents tra(ellin& abroad to stud), under the Student
Medi%al Insuran%e -lan/ @i#e$ise, the 6ome Insuran%e and 'ar Insuran%e s%hemes enables
an +9I to se%ure his assets in India/
C!anne"
'hannel is the term used for the (arious a--roa%hes a %om-an) uses to ta- its %ustomers/
I'I'I @ombard uses a multi %hannel a--roa%h to ensure the sales, ser(i%e and other allied
a%ti(ities are %arried out in the most effe%ti(e manner/
Retai"
7he 9etail %hannel %onsists of sales e0e%ut(es, sales offi%ers, bro#ers and a&ents/ 7he) are the
one $ho are in dire%t %onta%t $ith the %ustomers and brin& the inno(ati(e insuran%e solutions
to their doorste-s/
On"ine
I'I'I @ombard has de(elo-ed a $eb-based s)stem to meet all the -re and -ost--oli%)
transa%tion/ 3ne %an &et quotes, bu), rene$ and tra%# their -oli%ies onlin e throu&h the
$ebsite S$$$/i%i%ilombard/%omT/ 8ith the do-it-)ourself ar%hite%ture, the online %hannel is
fast, %on(enient, eas) to understand and o-erate/
1
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T ec!no"o$)
I'I'I use man) t)-e of ad(an%e te%hnolo&i%al soft$are li#e Pinna%le 4/0 and
Pinna%le4/015/"mon& from this soft$are I'I'I ban# uses the e-ban#in&, %ore ban#in&,
mobile ban#in& ele%troni% dis-la) s) I'I'I *an# $as usin& 7eradata for its data $arehouse/
6o$e(er, due to its -ro-rietar) hard$are, the %ost of -ro%urement, u-&rades and
administration $as soarin&/ 7he %losed bo0 ar%hite%ture of 7eradata im-osed restri%tions on
s%alabilit)/ Se%ondl), quer)in& and loadin& %ould not ha--en simultaneousl)/ <ueries %ould
onl) be run durin& business hours be%ause the loadin& of data had to ta#e -la%e durin& off-
business hours/ 7his meant that the refresh rate of 2D8 $as dela)ed, so queries ma) not
refle%t the most %urrent data/ I'I'I *an# $as also de-endent on 7eradata for su--ort and
other a%ti(itiesD 7he ban# $as %om-letel) tied do$n to that solution/
7hese issues %om-elled I'I'I *an# to loo# for more effi%ient and fle0ible solutions/ 7he
solution $ould ha(e to address not onl) %urrent issues, but a%%ommodate future &ro$th
e0-e%tations and business requirements/ I'I'I *an# e(aluated numerous data $arehousin&
40
"n#ur PGDM
solutions in the -ursuit of sol(in& its issues, and de(elo-ed a shortlist of alternati(es for its
mi&ration -roof-of-%on%e-tD S)base, S"S and +ete??a/ 7he -rimar) %riteria for e(aluation
$as the -ri%e-to--erforman%e ratio $here S)base I< emer&ed the %lear $inner/ Durin& this
ri&orous testin&, S)base I< deli(ered faster results on inde-endent hard$are and o-eratin&
s)stems $ith minimum infrastru%ture/ 'ommendin& the im-ro(ements a%hie(ed, "mit Sethi,
Foint General Mana&er, I'I'I ban# sa)s, L8hat im-ressed us $asthat e(en $ith o(erall lo$er
%osts, $e %ould a%hie(e si&nifi%antl) better quer) -erforman%eafter im-lementin& the S)base
enter-rise $arehouse solution/L I'I'I Infote%h toda) laun%hed an enter-rise resour%e
-lannin& :29P; solution for the small and medium enter-rises/
7he 29P -a%#a&e - 3rion "d(anta&e - %omes bundled $ith an 6P dual -ro%essor Ueon
ser(er, 3ra%le i database, 8indo$s 2001 ser(er and %osts about 9s /0 la#h and has a 1!-
user li%ense/
"n 29P -a%#a&e hel-s a manufa%turer or an) other business im-lementin& it to mana&e all
the im-ortant -arts in the %om-an) su%h as -rodu%t -lannin&, -arts -ur%hasin&, maintainin&
in(entor) and intera%tin& $ith su--liers and %ustomers/
I'I'I Infote%h offi%ials told a -ress %onferen%e here toda) that 3rion "d(anta&e offered a set
of business -ra%ti%e solutions for industr) se&ments su%h as en&ineerin&, auto an%illar),
-harma%euti%als, %hemi%als and I7 distribution/ *esides the %ost ad(anta&e, the 29P -a%#a&e
also %ame -re-%onfi&ured/ I'I'I Infote%h had ma--ed the -ro%esses s-e%ifi% to ea%h industr)
se&ment into the -a%#a&e/
Mr/ Mano. ,un#alien#ar, 20e%uti(e Dire%tor and President, I'I'I Infote%h, said that small
and medium enter-rises :SM2s; offered a &ood mar#et and I'I'I Infote%h ho-ed to be%ome a
leadin& solution -ro(ider to this se&ment/
Mr/ 9/,/ ,anthi, De-ut) General Mana&er, I'I'I Infote%h, said there $as no 29P -a%#a&e
for the SM2s that bundled the ser(er, database and o-eratin& s)stem ri&ht no$/ 7hat $as the
ad(anta&e I'I'I Infote%h offered to SM2s as 3rion "d(anta&e %ame bundled and -re-
%onfi&ured/ *esides the hi&h %ost of &eneri% 29P -a%#a&es, their im-lementation time as far
as SM2s $ere %on%erned $as also lon&/ 3rion "d(anta&e %ould be installed in 4! da)s/
I'I'I Infote%h had si&ned u- si0 %ustomers so far for the -a%#a&e and ho-ed to &arner a 1!
-er %ent mar#et share of the SM2 se&ment, $hose number in the %ountr) $as estimated at
2/10 la#h/
Mr/ ,/S/ +atara.an, Mana&in& Dire%tor, 7rident Pneumati%s P(t @td of 'oimbatore, one of
the %om-anies that had installed 3rion "d(anta&e, said that the %om-an) had tried three other
29P -a%#a&es, all of $hi%h had failed, before settlin& on 3rion "d(anta&e/
41
"n#ur PGDM
Mr ,un#alien#ar said that I'I'I Infote%h -lanned to mo(e the t$o de(elo-ment %enters in
'hennai into a sin&le lo%ation and double the staff stren&th from 100 no$ in the ne0t t$o
)ears/
7he 'hennai %enters $ere in(ol(ed in resear%h and de(elo-ment of 3rion 29P solutions and
Premia, an insuran%e -a%#a&e/
ERP S)tem Inte$ration
Pinna%le Soft$are Solutions has the e0-ertise and e0-erien%e to assist )ou $ith )our
enter-rise s)stems inte&ration/ From de(elo-in& )our strate&), throu&h im-lementation and
su--ort, $e brin& the ri&ht %ombination of resour%es, mana&ement s#illsets, and te%hni%al
#no$-ho$/ 8e $ill hel- )ou su%%essfull) inte&rate )our Enterprie Reo&rce P"annin$
/ERP0 s)stems into )our o(erall business and te%hnolo&) infrastru%ture/
8hether )ou are -lannin& an u-&rade of an e0istin& 29P s)stem, or a %om-lete re-la%ement
of a le&a%) a--li%ation and -latform, $e %an hel- )ou im-ro(e )our finan%ial, human
resour%es, ele%troni% mail, and other business s)stems/ 8e $or# $ith the leadin& 29P
s)stems, in%ludin& the latest (ersions of the 3ra%le and Peo-leSoft a--li%ationsD
General @ed&er Pro.e%t 'ostin&
"%%ounts Pa)able 6uman 9esour%es
"%%ounts 9e%ei(able Pa)roll
Pur%hasin& *enefits
"sset Mana&ement 'om-ensation
3ur te%hnolo&) mana&ement solutions $ill hel- )ou mi&rate hard$are -latforms, im-ro(e
net$or# and database -erforman%e, de(elo- or refresh -oli%ies and -ro%edures, and de(elo-
sound disaster re%o(er) and ba%#u- solutions/ Please %onta%t us to learn ho$ Pinna%le
Soft$are Solutions %an hel- )ou de(elo- Jsolutions that fit )our enter-rise/
42
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ICICI GROUP

ICICI .ENTURE
I'I'I Aenture is the lar&est and one of the most su%%essful -ri(ate equit) and Aenture %a-ital
mana&ement %om-anies in India $ith a&&re&ate funds under Mana&ement in e0%ess of CSD 2
billion/ I'I'I Aenture is a subsidiar) of I'I'I *an#, India>s se%ond-lar&est ban# $ith total
assets of about CSH !5/1 bn :Mar%h 11, 2005; and mar#et %a-itali?ation of about CSD 10/8
bn :Fune 2005;/
3(er the )ears, I'I'I Aenture has built an en(iable -ortfolio of %om-anies in the se%tors
of information te%hnolo&), -harma%euti%als, biote%hnolo&), media and retail thereb)
deli(erin& (alue %onsistentl) to its in(estors/
41
"n#ur PGDM
I'I'I Aenture has the distin%tion of mana&in& a lar&e number of e0its in the 'ountr)/
8ith o(er 100 liquidit) e(ents, the or&ani?ation has rea-ed ri%h 20-erien%e and is $ell
-ositioned to handle IP3s, strate&i% sale andIor mer&ers/
I'I'I Aenture has a $ide net$or# of third -art) in(estors, $hi%h in%lude Domesti% in(estors
su%h as -ubli% se%tor ban#s, finan%ial institutions and Insuran%e %om-anies/ " si&nifi%ant
-ortion of the fund>s %or-us is also from International de(elo-ment finan%ial institutions and
international funds/
7he %om-an) has o(er 40 qualified -rofessionals $ith e0-erien%e a%ross se%tors and
fun%tions/ 7he %a-abilities of the team, stru%ture of the or&ani?ation, 2m-hasis on (alue
%reation and -erforman%e e(aluation matri%es enable I'I'I Aenture to e0tra%t su-erior returns
from its in(estments/
ICICI SECURITIES ? In%ia@ Lea%in$ Invetment (an#
I'I'I Se%urities @imited is India>s leadin& full ser(i%e in(estment ban# $ith a Dominant
-osition in all se&ments of its o-erations - 'or-orate Finan%e, Fi0ed In%ome and 2quities/ It is
a subsidiar) of I'I'I *an#, the lar&est -ri(ate se%tor ban# in India and o-erates out of
Mumbai $ith offi%es in +e$ Delhi, 'hennai, ,ol#ata, +e$ Mor#, @ondon and Sin&a-ore/
Cnder the able leadershi- of Mr/S/Mu#her.i, Mana&in& Dire%tor and '23, I'I'I Se%urities
%ontinues to &ro$ as refle%ted in its -erforman%e o(er the -ast %ou-le of )ears/
7he 'or-orate Finan%e team has %onsistentl) been amon& the to- -la)ers in MB"s and
fund raisin& from domesti% and international %a-ital mar#ets/ 7he 2quities team is a ma.or
Indian bro#era&e house and its resear%h %o(ers o(er 0G of Sense0 mar#et %a-itali?ation/ 7he
bond resear%h of the Fi0ed In%ome team is a ben%hmar# for the industr)/
7he eminent -osition of I'I'I Se%urities is refle%ted in the number of a$ards that our teams
in the Fi0ed In%ome, MB" and 2quit) 'a-ital Mar#ets $in/ 3ur Fi0ed In%ome team for the
last t$o )ears :'M04 and 'M0!; has been ad.ud&ed as the J*est *ond 6ouseK in India b)
both "sia mone) and Finan%e "sia/ 7he 2quities team $as ad.ud&ed as the W*est Indian
*ro#era&e 6ouse-2001> b) "sia mone)/ 7he 'or-orate Finan%e team to-s the MB"I'a-ital
mar#ets lea&ue tables re&ularl)/ 3ur $holl) o$ned subsidiar), I'I'I *ro#era&e Ser(i%es
@imited :I*S@;, bu)s and sells equities for our institutional %lients/ I'I'I Se%urities has a
C/S/ subsidiar), I'I'I Se%urities In%/, $hi%h is a member of the +ational "sso%iation of
44
"n#ur PGDM
Se%urities Dealers, In%/ :+"SD;/ "s a result of this membershi-, I'I'I Se%urities In%/ %an
en&a&e in -ermitted a%ti(ities in the C/S/ se%urities mar#ets/
7hese a%ti(ities in%lude dealin& in se%urities mar#ets transa%tions in the Cnited States and
-ro(idin& resear%h and in(estment ad(i%e to CS in(estors/
I'I'I Se%urities In%/ is also re&istered $ith the Finan%ial Ser(i%es "uthorit), C, :FS"; and
the Monetar) "uthorit) of Sin&a-ore :M"S; to %arr) out 'or-orate "d(isor) Ser(i%es
PRUDENTIAL ICICI
Prudential I'I'I "sset Mana&ement 'om-an) en.o)s the stron& -arenta&e of Prudential -l%,
one of C,Es lar&est -la)ers in the insuran%e B fund mana&ement se%tors and I'I'I *an#, a
$ell-#no$n and trusted name in finan%ial ser(i%es in India/ Prudential I'I'I "sset
Mana&ement 'om-an), in a s-an of .ust o(er ei&ht )ears, has for&ed a -osition of -re-
eminen%e in the Indian Mutual Fund industr) as one of the lar&est asset mana&ement
%om-anies in the %ountr) $ith assets under mana&ement of 9s/ 21!!/50 %rores :as of Mar%h
11, 2005;/ 7he 'om-an) mana&es a %om-rehensi(e ran&e of s%hemes to meet the (ar)in&
in(estment needs of its in(estors s-read a%ross 58 %ities in the %ountr)/
PRUDENTIAL LIFE INSURANCE
IndiaEs +umber 3ne -ri(ate life insurer, I'I'I Prudential @ife Insuran%e 'om-an) is a .oint
(enture bet$een I'I'I *an#-one of IndiaEs foremost finan%ial ser(i%es %om-anies-and
Prudential -l%- a leadin& international finan%ial ser(i%es &rou- headquartered in the Cnited
,in&dom/ 7otal %a-ital infusion stands at 9s/ 1!/8! billion, $ith I'I'I *an# holdin& a sta#e
of 44G and Prudential -l% holdin& 25G/
8e be&an our o-erations in De%ember 2000 after re%ei(in& a--ro(al from Insuran%e
9e&ulator) De(elo-ment "uthorit) :I9D";/ 7oda), our nation-$ide team %om-rises nearl)
120,000 insuran%e ad(isors, 18 ban% assuran%e -artners and 200 %or-orate a&ent tie-u-s/
I'I'I Prudential $as the first life insurer in India to re%ei(e a +ational Insurer Finan%ial
Stren&th ratin& of """ :Industr); from Fit%h ratin&s/ For three )ears in a ro$, I'I'I
4!
"n#ur PGDM
Prudential has been (oted as IndiaEs Most 7rusted Pri(ate @ife Insurer, b) 7he 2%onomi%
7imes - "' +ielsen 39G Mar& sur(e) of EMost 7rusted *randsE/ "s $e &ro$ our
distribution, -rodu%t ran&e and %ustomer base, $e %ontinue to tirelessl) u-hold our
%ommitment to deli(er $orld-%lass finan%ial solutions to %ustomers all o(er India/
I'I'I Prudential life Insuran%e 'om-an) @imited $as in%or-orated on 20th Ful) 2000/7he
authori?ed %a-ital of the %om-an) is 9s/2100 million and the -aid u- %a-ital is 9s/1!00
million/ 7he %om-an) is .oint (enture of I'I'I :44G; and C, based %om-an) Prudential Pl%
:25G;/ 7he %om-an) $as &ranted %ertifi%ate of re&istration for %arr)in& business, b)
Insuran%e 9e&ulator) and De(elo-ment "uthorit) on 24
th
+o(ember 2000/ It %ommen%ed
%ommer%ial o-eration from 1
th
De%ember 2000 and be%omin& a leadin& -ri(ate se%tor life
insuran%e %om-an)/
7he %om-an) re%o&ni?es that the dri(in& for%e for &ainin& sustainable %om-etiti(e ad(anta&e
in this business is su-erior %ustomer e0-erien%e and in(estment behind the brand/ 7he
%om-an) aims to a%hie(e this b) stri(in& to -ro(ide $orld %lass ser(i%e le(el trou&h %onstant
inno(ation in -rodu%t, distribution %hannels and te%hnolo&) based deli(er)/
.iion an% Miion
7heir (ision is to ma#e I'I'I Prudential @ife Insuran%e 'om-an) the dominant ne$ insurer
in the life insuran%e industr)/ 7his the) ho-e to a%hie(e throu&h their %ommitment to
e0%ellen%e, fo%us on ser(i%e, s-eed and inno(ation, and le(era&in& our te%hnolo&i%al
e0-ertise/
7he su%%ess of the or&anisation $ill be founded on its stron& fo%us on (alues and %larit) of
-ur-ose/ 7hese in%ludeD
Cnderstandin& the needs of %ustomers and offerin& them su-erior -rodu%ts and
ser(i%e
*uildin& lon& lastin& relationshi-s $ith their -artners
Pro(idin& an enablin& en(ironment to foster &ro$th and learnin& for their em-lo)ees
"nd abo(e all buildin& trans-aren%) in all our dealin&s/7he) belie(e that the) %an -la) a
si&nifi%ant role in redefinin& and resha-in& the se%tor/ Gi(en the qualit) of their -arenta&e
and the %ommitment of their team, the) feel that tere $ill be no limits to their &ro$th/
Corporate O++ice8
I''I Prulife 7o$ers,
108, "--asahab Marathe Mar&,
Prabhade(i,
Mumbai 400 02!/
45
"n#ur PGDM
Te"ep!one N&m'erD 022-452 1500
8ebsite D $$$/i%i%i-rulife/%om

ICICI LOM(ARD
I'I'I @ombard General Insuran%e 'om-an) @imited is a 44D25 .oint (enture bet$een I'I'I
*an# @imited and the CS-based H 25 billion Fairfa0 Finan%ial 6oldin&s @imited/ I'I'I *an#
is IndiaEs se%ond lar&est ban#, $hile Fairfa0 Finan%ial 6oldin&s is a di(ersified finan%ial
%or-orate en&a&ed in &eneral insuran%e, reinsuran%e, insuran%e %laims mana&ement and
in(estment mana&ement/ @ombard 'anada @td, a &rou- %om-an) of Fairfa0 Finan%ial
6oldin&s @imited, is one of 'anadaEs oldest -ro-ert) and %asualt) insurers/ I'I'I @ombard
General Insuran%e 'om-an) re%ei(ed re&ulator) a--ro(als to %ommen%e &eneral insuran%e
business in "u&ust 2001/
ICICI Lom'ar% General Insuran%e 'om-an) @imited is a 44D25 .oint (enture bet$een I'I'I
*an# @imited and 'anada based Fairfa0 Finan%ial 6oldin&s @imited/ I'I'I *an# is IndiaEs
se%ond lar&est ban#, $hile Fairfa0 Finan%ial 6oldin&s is a di(ersified finan%ial %or-orate
en&a&ed in &eneral insuran%e, reinsuran%e, insuran%e %laims mana&ement and In(estment
mana&ement/ @ombard 'anada @td, a &rou- %om-an) of Fairfa0 Finan%ial 6oldin&s @imited,
is one of 'anadaEs oldest -ro-ert) and %asualt) insurers/ I'I'I @ombard General Insuran%e
'om-an) re%ei(ed re&ulator) a--ro(als to %ommen%e &eneral insuran%e business in "u&ust
2000/
Retai" Se$ment o+ ICICI Lom'ar% Genera" In&rance 8
I'I'I @ombardEs 9etail Se&ment %onsists of -ersonal insuran%e -rodu%ts - 6ealth, 6ome,
Motor and 7ra(el insuran%es/
3ea"t! In&rance
I'I'I @ombard is #no$n to be a -ioneer in introdu%in& inno(ati(e %on%e-ts in the Indian
health Insuran%e se%tor/ *e it the floater %on%e-t, the %riti%al illness %o(er or the ta0 &ain
-oli%), all these $ere first introdu%ed b) I'I'I @ombard/ It $as also one of the first &eneral
insuran%e %om-anies in India to ha(e a robust online s)stem in -la%e for bu)in& and rene$in&
-oli%ies/
44
"n#ur PGDM
7he (arious -lans offered b) I'I'I @ombard in%lude Famil) Floater Plan - $here one -oli%)
%o(ers the entire famil), 6ealth "d(anta&e Plus - $here the) %o(er 3PD and dental e0-enses,
also hel- sa(e ma0imum ta0 under se%tion 80D and 'riti%al Illness -lan - a s-e%ial -oli%)
%o(erin& a list of %riti%al illnesses/ 7he) also ha(e a basi% Personal "%%ident Plan $hi%h
%o(ers a&ainst a%%idents/ I'I'I @ombard health -lans also -ro(ide %o(era&e a&ainst terrorism/
3ome In&rance
6ome Insuran%e is a%tuall) one of the most ne&le%ted areas in the &eneral insuran%e %ate&or)/
Sim-l), be%ause -eo-le in &eneral, es-e%iall) in India, do not &i(e mu%h im-ortan%e to it/
6o$e(er, in the re%ent )ears, due to the in%rease in a$areness, and the &reat e0tent of dama&e
%aused to -ro-ert) due to natural %alamities and terrorism, it has been &ainin& im-ortan%e/
7he 6ome Insuran%e Poli%)offered b) I'I'I @ombard %o(ers both the stru%ture and the
%ontents of the house/ Mou %an o-t for either of the %o(ers or both/ Cnli#e other -oli%ies, it
also %o(ers dama&e due to terrorist a%ti(ities, loss of %ash, -ubli% liabilit), tem-orar)
resettlement and others/
Motor In&rance
"s Motor Insuran%e is mandator) in India and is &o(erned b) the Motor 7ariff "%t, the
-oli%ies offered b) (arious %om-anies are more or less the same/ 7here is not mu%h room for
inno(ation in this %ate&or)/ I'I'I @ombard too offers 'ar Insuran%e and 7$o 8heeler
Insuran%e/ 7he) are #no$n to offer one of the best rates in the mar#et/ "s the entire bu)in&
-ro%ess is online and is instant, $ithout an) submission of do%uments or other formalities,
-eo-le &enerall) o-t it for %on(enien%e/
Trave" In&rance
7ra(el insuran%e is one of the most -rominent se%tor of &eneral insuran%e, es-e%iall) o(erseas
tra(el insuran%e and student medi%al insuran%e/ I'I'I @ombard offers (arious o-tions in both
the %ate&ories/ 7he 3(erseas 7ra(el Plans and Student Medi%al Plans offered %o(er medi%al
and non-medi%al e0-enses, in%ludin& %om-ensation for fli&hts hi.a%#ed and -re e0istin&
diseases in %ase of emer&en%)/ 7he) %har&e on a -er da) basis if the tra(el is more than 4
da)s/ I'I'I @ombard has tied u- $ith Cnited 6ealth Grou- to fa%ilitate a%%ess to all its
%lini%s $hile in C/S/
7he Student Medi%al Plans are a%%e-ted in almost uni(ersities $orld$ide/ 7he) also ha(e a
se%tion in their $ebsite, Cni(ersit) Sear%h, $here one %an find s-e%ifi% -lans for s-e%ifi%
uni(ersities/
48
"n#ur PGDM
"ll the abo(e retail -oli%ies %an be bou&ht online, $ithout an) do%umentation throu&h their
$ebsite $$$/i%i%ilombard/%om /3ne %an not onl) bu), but also mana&e and rene$ their
insuran%e -oli%ies online/
NRI Service
I'I'I @ombard has de(elo-ed insuran%e -oli%ies for +on-resident Indians that %an be bou&ht,
rene$ed and tra%#ed online/
ParentsE 6ealth Insuran%e %o(ers hos-itali?ation and medi%al e0-enses in%urred b) -arents of
the -oli%)holder in India/ For -arentsE tra(ellin& outside India, I'I'I @ombard offers a
ParentsE 3(erseas 7ra(el Insuran%e -oli%)/
"n +9I %an insure his %hildrenI de-endents tra(ellin& abroad to stud), under the Student
Medi%al Insuran%e -lan/ @i#e$ise, the 6ome Insuran%e and 'ar Insuran%e s%hemes enables
an +9I to se%ure his assets in India/
C!anne"
'hannel is the term used for the (arious a--roa%hes a %om-an) uses to ta- its %ustomers/
I'I'I @ombard uses a multi %hannel a--roa%h to ensure the sales, ser(i%e and other allied
a%ti(ities are %arried out in the most effe%ti(e manner/
Retai"
7he 9etail %hannel %onsists of sales e0e%ut(es, sales offi%ers, bro#ers and a&ents/ 7he) are the
one $ho are in dire%t %onta%t $ith the %ustomers and brin& the inno(ati(e insuran%e solutions
to their doorste-s/
On"ine
I'I'I @ombard has de(elo-ed a $eb-based s)stem to meet all the -re and -ost--oli%)
transa%tion/ 3ne %an &et quotes, bu), rene$ and tra%# their -oli%ies online throu&h the $ebsite
S$$$/i%i%ilombard/%omT/ 8ith the do-it-)ourself ar%hite%ture, the online %hannel is fast,
%on(enient, eas) to understand and o-erate/

4
"n#ur PGDM
Tec!no"o$) Ue% in ICICI (an#
In the era of &lobali?ation ea%h and e(er) se%tor fa%ed the stiff %om-etition from their
ri(als/ "nd $orld also %on(erted into the flat from the &lobe/ "fter the -oli%) of
liberali?ation and 9*I initiati(es to ta#e the ste- for the -ri(ate se%tor ban#s, more and more
%han&es are ta#in& the -art into it/ "nd there are %reate %om-etition bet$een the -ri(ate
se%tor ban#s and -ubli% se%tor ban#/
Pri(ate se%tor ban#s are toda) used the latest te%hnolo&) for the different transa%tion of
da) to da) ban#in& life/ "s $e #no$ that Information 7e%hnolo&) -la)s the (ital role in
the ea%h and e(er) industries and &i(es the o-timum return from the limited resour%es/
*an#s are ser(i%e industries and toda) I7 &i(es the inno(ati(e 7e%hnolo&) a--li%ation
to *an#in& industries/ I'I'I *"+, is the leader in the industries and toda) I7 and I'I'I
*"+, to&ether %ombined the) rea%hed the s#)/ +e$ te%hnolo&) %han&ed the mind of the
%ustomers and %han&ed the queue %on%e-t from the histor) ban#in& transa%tion/ 7oda)
there are different %hannels are a(ailable for the ban#in& transa%tions/
8e %an see that the ho$ te%hnolo&) &i(es the best results in the belo$ dia&ram/ 7here are
drasti%all) %han&es seen in the use of Internet ban#in&, in a )ear 2001 :2G; and in the )ear
2008 :2!G;/
7hese t)-e of te%hnolo&) &i(es the freedom to retail %ustomers/
'entrali?ed Pro%essin& Cnits Deri(ed 2%onomies of S%ale
2le%troni% Strai&ht 7hrou&h Pro%essin& 9edu%ed 7ransa%tion 'ost
Data 8arehousin& , '9M Im-ro(e %ost effi%ien%), 'ross sell
Inno(ati(e 7e%hnolo&) "--li%ation Pro(ide ne$ or su-erior -rodu%ts

7he %ountr)>s middle %lass a%%ounts for o(er 120 million -eo-le/ In %orrelation $ith the
&ro$th of the e%onom), risin& in%ome le(els, in%reased standard of li(in&, and affordabilit) of
ban#in& -rodu%ts are -romisin& fa%tors for %ontinued e0-ansion/
!0
"n#ur PGDM
ICICI (an# Pro%&ct A C&tomer Se$ment8
PERSONAL (AN,ING
Loan Pro%&ct Depoit Pro%&ct Invetment A In&rance
"uto @oan
@oan "&ainst
Se%urit)
@oan "&ainst
Pro-ert)
Personal loan
'redit %ard
2-$heeler loan
'ommer%ial
(ehi%les finan%e
6ome loans
9etail business
ban#in&
7ra%tor loan
8or#in& 'a-ital
Finan%e
'onstru%tion
2qui-ment Finan%e
6ealth 'are
Finan%e
2du%ation @oan
Gold @oan
Sa(in& aI%
'urrent aI%
Fi0ed de-osit
Demat aI%
Safe De-osit
@o%#ers
Mutual Fund
*onds
,no$led&e 'entre
Insuran%e
General and 6ealth
Insuran%e
2quit) and Deri(ati(es
Mudra Gold *ar
Car% Pa)ment Service Acce To (an#
'redit 'ard
Debit 'ard
Pre-aid 'ard
--------------------------------
ForeB Service
--------------------------------
Produ%t B Ser(i%es
7rade Ser(i%es
Fore0 ser(i%e
*ran%h @o%ater
9*I Guidelines
+etSafe
Mer%hant
Pre-aid 9efill
*ill-a)
Aisa *ill-a)
InstaPa)
Dire%tPa)
AisaMone)
7ransfer
eVMonies
2le%troni% Funds
7ransfer
3nline Pa)ment of
Dire%t 7a0
+et*an#in&
3neAie$
Insta"lert
Mobile*an#in&
"7M
Phone *an#in&
2mail Statements
*ran%h +et$or#

>3OLESALE (AN,ING
!1
"n#ur PGDM
Corporate Sma"" an% Me%i&m
Enterprie
Financia" Intit&tion an%
Tr&t
Funded Ser(i%es
+on Funded
Ser(i%es
Aalue "dded
Ser(i%es
Internet *an#in&
Funded Ser(i%es
+on Funded Ser(i%es
S-e%iali?ed Ser(i%es
Aalue added ser(i%es
Internet *an#in&
(AN,S
'learin& Sub-Membershi-
97GS V submembershi-
Fund 7ransfer
"7M 7ie-u-s
'or-orate Salar) aI%
7a0 'olle%tion
Financia" Intit&tion
M&t&a" F&n%
Stoc# (ro#er
In&rance Companie
Commo%itie (&ine
Tr&t

NRI SER.ICES
Acco&nt A Depoit Remittance
9u-ee Sa(in& aI%
9u-ee 'urrent aI%
9u-ee Fi0ed De-osits
Forei&n 'urren%) De-osits
"%%ounts for 9eturnin& Indians
+orth "meri%a
C,
2uro-e
South 2ast "sia
Middle 2ast
"fri%a
3thers
C&ic# remit
In%iaLin#
C!e9&e Loc#(oB
Te"e$rap!icD >ire Tran+er
F&n% Tran+er C!e9&eDDDDTC
Invetment A In&rance Loan
Mutual Funds
Insuran%e
Pri(ate *an#in&
Portfolio In(estment S%heme
6ome @oans
@oans "&ainst Se%urities
@oans "&ainst De-osits
Gold 'redit 'ard
Pa)ment Service Acce To (an#
+etSafe
*illPa)
+et*an#in&
3neAie$
!2
"n#ur PGDM
InstaPa)
Dire%tPa)
Aisa Mone)
3nline Donation
Insta"lert
"7M
Phone*an#in&
2mail Statements
*ran%h +et$or#


PRODUCT
I'I'I *an# offers $ide (ariet) of De-osit Produ%ts to suit )our requirements/ 'ou-led $ith
%on(enien%e of net$or#ed bran%hesI "7Ms and fa%ilit) of 2-%hannels li#e Internet and
Mobile *an#in&, I'I'I *an# brin&s ban#in& at )our doorste-/ Sele%t an) of our de-osit
-rodu%ts and -ro(ide )our details online and our re-resentati(e $ill %onta%t )ou for "%%ount
3-enin&/
!1
"n#ur PGDM

SA.ING ACCOUNTS
I'I'I *an# offers )ou a -o$er -a%#ed Sa(in&s "%%ount $ith a host of
%on(enient features and ban#in& %hannels to transa%t throu&h/ So no$ )ou
%an ban# at )our %on(enien%e, $ithout the stress of $aitin& in queues
SENIOR CITIEEN SER.ICES
8e understand that as )ou rea%h the a&e to retire, )ou do ha(e %ertain
%on%erns X $hether )our hard earned mone) is safe and se%ure X $hether
)our in(estments &i(e )ou the #ind of returns that )ou need/ 7hatEs $h) $e
ha(e an ideal *an#in& Ser(i%e for those $ho are 50 )ears and abo(e/ 7he
Senior 'iti?en Ser(i%es from I'I'I *an# has se(eral ad(anta&es that are tailored to brin&
more %on(enien%e and en.o)ment in )our life/
YOUNG STARS
ItEs reall) im-ortant to hel- %hildren learn the (alue of finan%es and mone)
mana&ement at an earl) a&e/ *an#in& is a serious business, but $e ma#e
ban#in& a -leasure and at the same time %hildren learn ho$ to mana&e their
-ersonal finan%es/
FI4ED DEPOSITS
Safet), Fle0ibilit), @iquidit) and 9eturnsOOOO " %ombination of unbeatable
features of the Fi0ed De-osit from I'I'I *an#/
RECURRING DEPOSITS
8hen e0-enses are hi&h, )ou ma) not ha(e adequate funds to ma#e bi& in(estments/ *ut
sim-l) &oin& ahead $ithout sa(in& for the future is not an o-tion for )ou/ 7hrou&h
!4
"n#ur PGDM

I'I'I *an# 9e%urrin& De-osit )ou %an in(est small amounts of mone) e(er) month that ends
u- $ith a lar&e sa(in& on maturit)/ So )ou en.o) t$in ad(anta&es- affordabilit) and hi&her
earnin&s
3OME LOAN
7he +o/ 1 6ome @oans Pro(ider in the %ountr), I'I'I *an# 6ome @oans
offers some unbeatable benefits to its %ustomers - Doorste- Ser(i%e,
Sim-lified Do%umentation and Guidan%e throu&hout the Pro%ess/ ItEs reall)
eas)O
PERSONAL LOANS
If )ouEre loo#in& for a -ersonal loan thatEs eas) to &et, )our sear%h ends here/
I'I'I *an# Personal @oans are eas) to &et and absolutel) hassle free/ 8ith
minimum do%umentation )ou %an no$ se%ure a loan for an amount u- to 9s/
1! la#hs
CAR LOAN
7he +3 1 finan%ier for %ar loans in the %ountr)/ +et$or# of more than 1!00
%hannel -artners in o(er 480 lo%ations/ 7ie-u-s $ith all leadin& automobile
manufa%turers to ensure the best deals/ Fle0ible s%hemes B qui%# -ro%essin&/
6assle-free a--li%ation -ro%ess on the %li%# of a mouse/
COMMERCIAL .E3ICLE LOANS
9an&e of ser(i%es on e0istin& loans B e0tended -rodu%ts li#e fundin& of
ne$ (ehi%les, refinan%e on used (ehi%les, balan%e transfer on hi&h %ost loans,
to- u- on e0istin& loans, 20tend -rodu%t, $or#in& %a-ital loans B other
ban#in& -rodu%ts/
!!
"n#ur PGDM
T>O >3EELER LOANS
"(ail attra%ti(e s%hemes at %om-etiti(e interest rates from the +o 1
Finan%ier for 7$o 8heeler @oans in the %ountr)/ Finan%e fa%ilit) u- to 0G
of the 3n 9oad 'ost of the (ehi%le, re-a)able in %on(enient re-a)ment
o-tions and %omfortable tenors from 5 months to 15 months/ 9ide home on
)our Dream 7$o 8heeler $ith our hassle free finan%e/
FARM ECUIPMENT LOANS
Preferred finan%ier for almost all leadin& tra%tor manufa%turers in the
%ountr)/ Fle0ible re-a)ment o-tions in tandem $ith the farmerEs seasonal
liquidit)/ Monthl), <uarterl) and 6alf-)earl) re-a)ment -atterns to %hoose
from/ 'omfortable re-a)ment tenures from 1 )ear to )ear
CREDIT CARDS
I'I'I *an# 'redit 'ards &i(e )ou the fa%ilit) of %ash, %on(enien%e and a
ran&e of benefits, an)$here in the $orld/ 7hese benefits ran&e from life time
free %ards, Insuran%e benefits, &lobal emer&en%) assistan%e ser(i%e,
dis%ounts, utilit) -a)ments, tra(el dis%ounts and mu%h more/
DE(IT CARDS
7he I'I'I *an# Debit 'ard is a re(olutionar) form of %ash that allo$s
%ustomers to a%%ess their ban# a%%ount around the %lo%#, around the $orld/
7he I'I'I *an# Debit 'ard %an be used for sho--in& at more than 100,000
mer%hants in India and 11 million mer%hants $orld$ide/
TRA.EL CARD
Presentin& I'I'I *an# 7ra(el 'ard/ 7he 6assle Free $a) to 7ra(el the
$orld/ 7ra(elin& $ith CS Dollar, 2uro, Pound Sterlin& or S$iss Fran%sR
@oo#in& for se%urit) and %on(enien%eR ta#e I'I'I *an# 7ra(el 'ard/ Issued
in du-li%ate/ 3ffers the Pin based se%urit)/ 6as the %on(enien%e of usa&e of
'redit or Debit %ard/
PRE PAID CARDS
!5
"n#ur PGDM
I'I'I *an# brin&s to )ou a %om-lete bouquet of -re--aid %ards -ro(idin&
-a)ment solutions at )our fin&erti-s/ I'I'I *an# -re--aid %ards are a safe B
%on(enient $a) for asso%iate -a)ments, disbursements, &iftin& B small ti%#et
transa%tions/ Pre--aid %ards are a(ailable on a AIS" -latform thus -ro(idin&
a%%essibilit) to o(er one la#h mer%hant establishments B %ash $ithdra$al from all AIS"
"7Ms in India/
Invetment

"t I'I'I *an#, $e %are about all
)our needs/ "lon& $ith De-osit
-rodu%ts and @oan offerin&s, I'I'I *an# assists )ou to mana&e )our finan%es b) -ro(idin&
(arious in(estment o-tions ran&in& from I'I'I *an# 7a0 Sa(in& *onds to 2quit)
In(estments throu&h Initial Publi% 3ffers and In(estment in Pure Gold/ I'I'I *an# fa%ilitates
follo$in& in(estment -rodu%tsD
I'I'I *an# 7a0 Sa(in& *onds
Go(ernment of India *onds
In(estment in Mutual Funds
Initial Publi% 3ffers b) 'or-orate
In(estment in LPure GoldL
Forei&n 20%han&e Ser(i%es
Senior 'iti?ens Sa(in&s S%heme, 2004
Mou %an in(est in abo(e -rodu%ts throu&h an) of our bran%hes/ For sele%t -rodu%ts I'I'I
*an# also -ro(ides the ease of in(estin& throu&h ele%troni% %hannels li#e "7Ms and Internet
:I'I'Idire%t/%om;
ICICI (an# (on%
"ll I'I'I *an# *onds ha(e been rated L"""L b) '"92 and L@"""L b)
I'9" indi%atin& the hi&hest de&ree of safet) for )our mone)
"ll In(estment in I'I'I *an# 7a0 Sa(in& *onds issued u- to Mar%h 200! are
eli&ible for ta0 rebate under Se% 88 to the full e0tent -ossible
*onds are listed on *S2, +S2
GOI (on%
8G Sa(in&s *onds :7a0able;, 2001 @o$ ris#/
9easonable in(estment tenure/
!4
"n#ur PGDM
+omination fa%ilit) a(ailable/
'annot be traded in se%ondar) mar#et/
Interest in%ome ta0able/
M&t&a" F&n%
Mutual Funds -ool mone) of (arious in(estors to -ur%hase a $ide (ariet) of se%urities $hile
-ursuin& a s-e%ifi% &oal/ Sele%tion of Se%urities for the -ur-ose is done b) s-e%ialists from the
field/ 9eturns &enerated are distributed to the In(estors/ Mutual Fund 'om-anies offer
(arious s%hemes/ In(estors %an %hoose an) -arti%ular FundIS%heme or mi0 of FundsIS%hemes
de-endin& u-on their -er%e-tion to$ards ris#/ In(estment is done on the basis of -re(ailin&
+et "sset Aalues of (arious s%hemes/ Mutual Funds In(estments are sub.e%t to Mar#et 9is#s/
7)-es of Funds Sold
8e $ill hel- )ou determine $hi%h t)-es of funds )ou need to meet )our in(estment &oals/
7his ma) in%lude the follo$in& t)-es of fundsD
De't8 @iquid s%hemes, In%ome s%hemes, G-se% s%hemes, Monthl) In%ome S%hemes
et%/
E9&it)8 Di(ersified 2quit) S%hemes, Se%tor S%hemes, Inde0 S%hemes et%/
3)'ri% F&n%8 *alan%ed S%hemes, S-e%ial S%hemes - Pension S%hemes, 'hild
edu%ation S%hemes et%/
"t I'I'I *an# $e $ill hel- )ou identif) an a--ro-riate mi0 of Mutual Fund s%hemes for )our
-ortfolio usin& asset allo%ation strate&ies/ 7hrou&h I'I'I *an# )ou %an in(est in (arious
s%hemes of multi-le mutual funds $ith de%ent -erforman%e re%ord/ Mou %an ta#e the aid of
our (arious resear%h re-orts on mutual funds and their s%hemes before %hoosin& a s%heme for
in(estment/ I'I'I *an# offers in(estment in Mutual Funds throu&h Multi-le 'hannels/ 8ith
I'I'I *an#, )ou %an in(est in Mutual Funds throu&h follo$in& %hannels/
I'I'I *an# *ran%hes
I'I'Idire%t/%om
Dedi%ated $or#for%e to ser(e )ou
*efore bein& de-uted, our offi%ers %om-lete a %om-rehensi(e trainin&
-ro&ram and, on%e de-uted, the) re%ei(e thorou&h instru%tions in finan%ial
-lannin& s#ills and te%hniques/ 7hrou&hout their %areers offi%ers also attend
-ro&rams to u-date their s#ills/
"ll offi%ers in %har&e of Mutual Funds are %ertified -rofessionals b) "MFI
:"sso%iation of Mutual Funds in India;
Man) of these offi%ers also hold -rofessional de&rees li#e - M*", '", I'8",
and 'F" et%/
!8
"n#ur PGDM

IPO 8
Mou %an in(est in IP3s online throu&h $$$/i%i%idire%t/%om $ith same %on(enien%e of
in(estin& in equities - hassle-free and $ith ?ero -a-er $or#/ "lso, &et in-de-th anal)ses of
ne$ IP3s issues :Initial Publi% 3fferin&s; $hi%h are about to hit the mar#et/ IP3 %alendar,
re%ent IP3 listin&s, -ros-e%tusIoffer do%uments and li(e -ri%es $ill hel- )ou #ee- on to- of
the IP3 mar#ets/
ICICI (an# P&re Go"%
Gold has been traditionall) the most fa(ored form of in(estment for Indians/ In fa%t, India,
e(en toda) is amon&st the hi&hest %onsumers of Gold in the $orld/ 6o$e(er, the Gold mar#et
remains lar&el) unor&ani?ed $ith reliabilit) and %on(enien%e remainin& the #e) issues for
&old bu)ers in the %ountr)/I'I'I *an# $ith its YPure GoldE offer attem-ts to brid&e the &a-
bet$een the need of the %ustomers for bu)in& &old and a(ailabilit) of an or&ani?ed a(enue to
satisf) that need, b) ta#in& %are of the t$o #e) %om-onents 9eliabilit) and 'on(enien%e/
9eliabilit) 24 'arat I'I'I *an# Pure Gold is im-orted from S$it?erland/ 7his Gold %arries a
/G "ssa) 'ertifi%ation, si&nif)in& hi&hest le(el of -urit), as -er international standards/
'on(enien%e
I'I'I *an# Pure Gold is %om-etiti(el) -ri%ed based on dail) -ri%es in the international
bullion mar#et/ 'urrentl), &old is a(ailable in 2/!&, !&, 8&, 20& and !0& %ate&ories/
FORE4 Service
I'I'I *an#Es Forei&n 20%han&e Ser(i%es $ill hel- )ou or&ani?e )our forei&n e0%han&e in the
most hassle free manner/ 8hether its Forei&n 'urren%), 7ra(elers 'heques or 7ra(el 'ard,
I'I'I *an# Forei&n 20%han&e Ser(i%es is a one-sto- solution to )our forei&n e0%han&e
requirement/
!
"n#ur PGDM
S.>.O.T. ana")i o+ ICICI (AN,
Intro%&ction to S>OT Ana")i.
7he o(erall e(aluation of the %om-an)>s Stren&th, 8ea#ness, 3--ortunities and 7hreats is
%alled as S837 "nal)sis/
7he e0ternal en(ironment anal)sis of an) business $ill &i(e )ou the o--ortunities and threats
fa%in& the business/ 7he e0ternal en(ironment %onsists of t$o -artsD
1; Macro EnvironmentD Demo&ra-hi%, 2%onomi%, 7e%hnolo&), Politi%al-le&al,
So%io-%ultural
2; Micro EnvironmentD 'ustomers, 'om-etition, Distributors, Su--liers/
7he Internal 2n(ironment "nal)sis $ill &i(e )ou the stren&th and $ea#ness of the business/

STRENGT3
>EA,NESSES
50
"n#ur PGDM
9i&ht strate&) for the ri&ht
-rodu%ts/
Su-erior %ustomer ser(i%e (s/
%om-etitors/
Great *rand Ima&e
Produ%ts ha(e required
a%%reditations/
6i&h de&ree of %ustomer
satisfa%tion/
Good -la%e to $or#
@o$er res-onse time $ith
effi%ient and effe%ti(e ser(i%e/
Dedi%ated $or#for%e aimin& at
ma#in& a lon&-term %areer in
the field/
Some &a-s in ran&e for %ertain
se%tors/
'ustomer ser(i%e staff need
trainin&/
Pro%esses and s)stems, et%
Mana&ement %o(er insuffi%ient/
Se%toral &ro$th is
%onstrained b) lo$
unem-lo)ment le(els and
%om-etition for staff
Opportunities
Profit mar&ins $ill be &ood/
'ould e0tend to o(erseas broadl)/
+e$ s-e%ialist a--li%ations/
'ould see# better %ustomer deals/
Fast-tra%# %areer de(elo-ment
o--ortunities on an industr)-$ide
basis/
"n a--lied resear%h %entre to %reate
o--ortunities for de(elo-in&
te%hniques to -ro(ide added-(alue
ser(i%es/
Threats
@e&islation %ould im-a%t/
Great ris# in(ol(ed
Aer) hi&h %om-etition -re(ailin& in
the industr)/
Aulnerable to rea%ti(e
atta%# b) ma.or %om-etitors
@a%# of infrastru%ture in rural areas
%ould %onstrain in(estment/
6i&h (olumeIlo$ %ost mar#et is
intensel) %om-etiti(e/
51
"n#ur PGDM
Opport&nit) MatriB
" Mar#etin& o--ortunit) is an area of interest in $hi%h a %om-an) %an -erform -rofitabl)/ "n
o--ortunit) %an ta#e man) forms/ Some of them areD
1; *u)in& -ro%ess made eas)- Internet sho--in&
2; Meet the information needs of the %ustomers in a better $a)/
1; " %om-an) %an %ustomi?e the -rodu%t $hi%h $as ori&inall) offered in standard form/
52
"n#ur PGDM

7he o--ortunities that fall under the first quadrant are hi&her on the side of su%%ess
-robabilit) and also on the attra%ti(eness, so the %om-an) should ta- those o--ortunities as
earl) as -ossible/
7he o--ortunities fallin& under the se%ond quadrant should be
ta--ed onl) after the su%%ess of the o--ortunities in the first quadrant/ "lthou&h the
su%%ess -robabilit) is on the lo$er side still the attra%ti(eness is on the hi&her side/
51
"n#ur PGDM
7he o--ortunities in the third quadrant are less im-ortant as %om-ared to the o--ortunities
in the first and se%ond quadrant/ "lthou&h the attra%ti(eness is on the lo$er side but the
su%%ess -robabilities of these o--ortunities are on the hi&her side/
7he o--ortunities in the fourth quadrant are ne&li&ible as the su%%ess -robabilit) and
attra%ti(eness both are on the lo$er side
54
"n#ur PGDM
T!reat MatriB.
"n 2n(ironmental 7hreat is a %hallen&e -osed b) an unfa(ourable trend or de(elo-ment/ In
the absen%e of an) defensi(e mar#etin& a%tion these threats ma) lead to deterioration in sales
and indire%tl) in the -rofits of the %om-an)/
7he 7hreats fallin& under the first quadrant are harmful to the -ro&ress of the firm/
7heir o%%urren%e -robabilit) and also the seriousness is on the hi&her side/ 7herefore the
%om-an) should ta#e immediate a%tions a&ainst these threats/
7he 7hreats fallin& under the se%ond quadrant are also (er) harmful as their seriousness of
these threats is on the hi&her side, althou&h the -robabilit) o%%urren%e is on the lo$er side/
7he 7hreats %omin& under the third quadrant are less serious as %om-ared to the threats in the
first and se%ond quadrant/ 7he %om-an) should #ee- a ba%#u- -lans for these threats as this
%an also affe%t the -rofitabilit) of the %om-an)/
7he 7hreats under the fourth quadrant are ne&li&ible as the -robabilit) o%%urren%e and
seriousness both are on the lo$er side of the matri0/
5!
"n#ur PGDM
STRENG3TS
55
"n#ur PGDM
10 On"ine ServiceD I'I'I *an# -ro(ides online ser(i%es of all it>s ban#in& fa%ilities/ It also
-ro(ides D-Mart a%%ount fa%ilities on-line, so a -erson %an a%%ess his a%%ount from an)$here
he is/
SD-Mart is a demateriali?ed a%%ount o-ened b) a salaried -erson for -ur%hase B
sale of shares of different %om-anies/T
2; A%vance% In+ratr&ct&reD *ran%hes of I'I'I *an# are $ell equi--ed $ith ad(an%ed
te%hnolo&) to -ro(ide the %ustomers $ith taster ban#in& ser(i%es/ "ll the %om-uteri?ed
ma%hines are lo%ated in suitable manner B are (er) useful to the %ustomers B staff of the
ban#/
10 Frien%") Sta++8 7he staff of I'I'I *an# in all bran%hes is (er) friendl) B hel- the
%ustomers in all %ases/ 7he) -ro(ide faster ser(i%es alon& $ith bondin& B -ersonal
relationshi- $ith the %ustomers/
4; 7F !r. (an#in$ ervice8 'om-ared to other ban# I'I'I ban# -ro(ides lon& hrs/ of
ser(i%es i/e/ 8-8 ser(i%es to the %ustomers/ 7his ser(i%e is one of it>s #ind B is (er) hel-ful for
the %ustomers $ho are in ur&ent need of mone)/
!; Ot!er Faci"itie to t!e C&tomer A Emp"o)ee8 I'I'I *an# also -ro(ides other
fa%ilities li#e drin#in& $ater fa%ilities, -ro-er sittin& arran&ements to the %ustomers/ "nd there
are also -ro-er Aentilation B sanitar) fa%ilities for the em-lo)ees of the ban#/
5; Late ni$!t ATM ervice8 I'I'I ban# -ro(ides late ni&ht "7M ser(i%es to the %ustomers/
7he "7M %enters of I'I'I ban# $or#s e(en after 11D00-m/ at ni&ht in %ertain bran%hes/
>ea#ne
1; 3i$! (an# Service C!ar$e8 I'I'I ban# %har&es hi&hl) to %ustomers for the ser(i%es
-ro(ided b) them $hen %om-ared to other ban# B that is $h) it is onl) in the rea%h of hi&her
%lass of so%iet)/
54
"n#ur PGDM
2; Le Cre%it Perio%8 I'I'I ban# -ro(ides %redit fa%ilities but onl) u-to limited -eriod/
2(en $hen the %redit -eriod is not o(er it sends reminder letters to the %ustomers $hi%h
ma) anno) them/
OPPORTUNITIES
58
"n#ur PGDM
1; (an# ?In&rance ervice8 7he ban# should also -ro(ide insuran%e ser(i%es/ 7hat means
the ban# %an ha(e a tie-u- $ith a insuran%e %om-an)/ 7he ban# $ill ad(ertise B -romote the
different -oli%ies introdu%ed b) the insuran%e %om-an) B %on(in%e their %ustomers to bu)
insuran%e -oli%ies/
20 Increae in percenta$e o+ Ret&rn on increae8 7he ban# should -ro(ide hi&her returns
on de-osits in %om-arison of the -resent situation/ 7his $ill also u-to lar&e e0tent hel- the
ban# earn -rofits B -o-ularit)/
1; Recr&it pro+eiona"") $&i%e% t&%ent8 *an# B Insuran%e is a s-e%ial non-aid %ourse
$here the students s-e%iali?e in the fun%tionin& B ser(i%es of the ban# B also are #no$led&e
about (arious ta0 -oli%ies/ 7he ban# %an re%ruit these students throu&h tie-u-s $ith %olle&es/
Su%h students $ill surel) -ro(e as an asset to the ban#/
4; Aociate -it! ocia" ca&e8 7he ban# %an also asso%iate itself $ith so%ial %auses li#e
-ro(idin& relief aid -atients, fundin& to$ards natural %alamities/ *ut this falls in the 4
th
quadrant so the ban# should ne&le%t it/
T3REATS
10 CompetitionD I'I'I *an# is fa%in& ti&ht %om-etition lo%all) as $ell as internationall)/
*an# li#e 'I7I *an#, 6S*', "*M, Standered 'hartered, 6DF' also -ro(ide equi(alent
fa%ilities li#e I'I'I do and also I'I'I do not ha(e %onsisten%) in its international o-eration/
5
"n#ur PGDM
2; Net Service8 I'I'I *an# -ro(ides all #ind of ser(i%es on-line/ 7here %an be eas) a%%ess
to the e-mail ids of the %ustomers throu&h $ron& -eo-le/ 7he %onfidential information of the
%ustomers %an be lea#ed easil) throu&h the e-mail ids/
10 Decentra"iGe% Mana$ement8 2a%h bran%h mana&er is &i(en the authorit) of ta#in&
de%isions in their res-e%ti(e bran%hes/ 7he de%isions made b) different mana&ers are di(erse
and an) one $ron& de%ision %an laid to hea() losses to the ban#/
40 No Proper Faci"itie t o Une%&cate% c&tomer 8 I'I'I *an# -ro(ides all ser(i%es
throu&h ele%troni% %om-uteri?ed ma%hines/ 7his %reates -roblems to the less edu%ated -eo-le/
*ut this threat falls in the 4
th
quadrant so its ne&li&ible/ 7he %om-an) %an a(oid this threat/
RESEARC3 MET3ODOLOGY
Data Co""ection Tec!ni9&e8
7his -ro.e%t %onsists of t$o -arts/
40
"n#ur PGDM
7he first -art is a stud) of the ban#in& industr), I'I'I *an# usin& econ%ar) %ata sour%es/
7his se%ondar) information has been sour%ed from the internet and from business related
ma&a?ines and ne$s-a-ers/
7he se%ond -art of the stud) has been done usin& an e0-lorator) resear%h -ro%ess and a
stru%tured questionnaire $as de(elo-ed for this -ur-ose/ For the %olle%tion of primar) %ata
this $as the onl) method used/ 7he reason I used this method is be%ause a need $as felt for
the free influ0 of information about the -rodu%ts/ "lso this method allo$ed the use of s#ills
&ained in %lass/
Samp"e Dei$n8
7he -o-ulation %onsidered for the -ur-ose of the sur(e) $as -eo-le residin& in Delhi and the
+ational 'a-ital 9e&ion :+'9;/
Samp"in$ Tec!ni9&e Ue%8
Sin%e the information required $as not of a (er) te%hni%al nature and also loo#in& at the
s%o-e of the -ro.e%t and the e0tent of the tar&et se&ment, the sam-lin& te%hnique em-lo)ed
$as 'on(enien%e Sam-lin&/ I administered the questionnaires/
Samp"e SiGe8
I ha(e restri%ted the sam-le si?e to !0 res-ondents/ 7his $as done #ee-in& in mind the time
%onstraints and the fa%t that I felt that this number $ould be enou&h to ser(e the information
needs required to sho$ the trends/
C&tomer Sati+action8
'ustomer satisfa%tion is equi(alent to ma#in& sure that -rodu%t and ser(i%e -erforman%e
meets %ustomer e0-e%tations/ It is the -er%e-tion of the %ustomer that the out%ome of a
business transa%tion is equal to or &reater than hisIher e0-e%tation/ 'ustomer satisfa%tion
o%%urs $hen the a%quisition of -rodu%ts and Ior ser(i%es -ro(ides a minimum ne&ati(e
de-arture from e0-e%tations $hen %om-ared $ith other a%quisitions and $hen the mar&inal
utilit) of a transa%tion is equal to or &reater than -re%edin& a%quisitions/
'ustomer satisfa%tion o%%urs $hen the -er%e-tion of the re$ard from the -ur%hase of &oods or
41
"n#ur PGDM
ser(i%es b) the %ustomer meets or e0%eeds hisIher -er%ei(ed sa%rifi%e/ 7he -er%e-tion is a
%onsequen%e of mat%hin& -ast -ur%hase and %onsum-tion e0-erien%e $ith the %urrent
-ur%hase/
C&tomer Service an% Sati+action8
8hen $e tal# about %ustomer ser(i%e andIor satisfa%tion, $e tal# about %reati(it)/ 'reati(it)
allo$s us to handle or diffuse -roblems at hand or later on rather in the -ro%ess of %ondu%tin&
the e(er)da) business/ 8e tal# about ho$, or $hat, does the or&ani?ation ha(e to do to &ain
not onl) the sale but also the lo)alt) of the %ustomer/ 8e $ant to #no$ the -a)off of the
transa%tion both in the short and lon& term/ 8e $ant to #no$ $hat our %ustomers 8antZ 8e
$ant to #no$ if our %ustomers are satisfied/ Satisfa%tion, 3f %ourse, means that $hat $e
deli(ered to a %ustomer met the %ustomer>s "--ro(al/ 8e $ant to #no$ if %ustomers are
deli&hted and $illin& to %ome
*a%#, and so on/ Fleiss 2 and Feldman 1 -resent e0am-les of that deli&htfulness in their
$ritin&s/ Fleiss has $ritten about *en and Ferr)>s i%e %ream and Feldman has dis%ussed
e0%ellen%e in a %ab ride/ "s im-ortant as deli&htfulness is, some of us minimi?e it, or e(en
totall) disre&ard it/ "t this -oint, $e fail/ Some of the issues that $ill &uarantee failure in
sales, satisfa%tion, and lo)alt) areD
2m-lo)ees must adhere to a ri&id %hain of %ommand
2m-lo)ees are %losel) su-er(ised
'onfli%t[in $hate(er form[is not allo$ed
9e$ards are based on %arrot-and-sti%# -rin%i-les
8ron& ob.e%ti(es are measure/
8e must understand %ustomer e0-e%tation le(els %on%ernin& qualit)/ 8e must also
understand the strate&) for %ustomer ser(i%e qualit), and ne0t $e must understand the
measurement and feedba%# %)%les of 'ustomer satisfa%tion/
7he %ustomer is the -erson or unit re%ei(in& the out-ut of a -ro%ess on the s)stem/ In fa%t, it is
$orth em-hasi?in& that a %ustomer %an be the immediate, intermediate, or ultimate %ustomer/
42
"n#ur PGDM
"lso, a %ustomer ma) be a -erson or -ersons, or a -ro%ess or -ro%esses/ 'ustomer
satisfa%tion, ho$e(er, is $hen the %ustomer is satisfied $ith a -rodu%tIser(i%e that meets the
%ustomer>s needs, $ants, and e0-e%tations/
7here are at least three le(els of %ustomer e0-e%tations about qualit)D
Leve" 7. 20-e%tations are (er) sim-le and ta#e the form of assum-tions, must ha(e, or ta#e it
for &ranted/ For e0am-le, I e0-e%t the airline to be able to ta#e off, fl) to m) destination, and
land safel)/ I e0-e%t to &et the %orre%t blood for m) blood transfusion and I e0-e%t the ban# to
de-osit m) mone) to m) a%%ount and to #ee- a %orre%t tall) for me/
Leve" F/ 20-e%tations are a ste- hi&her than that of le(el 1 and the) require some form of
satisfa%tion throu&h meetin& the requirements andIor s-e%ifi%ations/ For e0am-le, I e0-e%t to
be treated %ourteousl) b) all airline -ersonnel/ I $ent to the hos-ital e0-e%tin& to ha(e m)
hernia re-aired, to be in some -ain after it $as done, to be out on the same da), and to re%ei(e
a %orre%t bill/ "nd I $ent to the ban# e0-e%tin& the ban# teller to be friendl), informati(e, and
hel-ful $ith m) transa%tions/
Leve" 6. 20-e%tations are mu%h hi&her than for le(els 1 and 2/ @e(el 1 requires some #ind of
delightfulness or a service that is so &ood that it attracts me to it/ For e0am-le, an airline &i(es
-assen&ers tra(elin& %oa%h %lass the same su-erior food ser(i%e that other airlines -ro(ide
onl) for first-%lass -assen&ers/ In fa%t, I on%e too# a fli&ht $here the fli&ht attendants a%tuall)
ba#ed
%oo#ies for us ri&ht there on the -lane/ 8hen I $ent to the hos-ital, I e0-e%ted staff to treat
me $ith res-e%t and the) %arefull) e0-lained thin&s to me/ *ut I $as sur-rised $hen the)
%alled me at home the ne0t da) to find out ho$ I $as doin&/ "nd at m) house %losin&, the
ban# offi%er, re-resentin& the ban# holdin& m) mort&a&e, not onl) treated me $ith res-e%t
and ans$ered all m) questions about m) ne$ mort&a&e, but .ust before $e shoo# hands to
%lose the deal, he &a(e me a house$armin& &ift/
41
"n#ur PGDM
C&tomer ati+action &rve) !e"p to8
Im-ro(e %ustomer, %lient, or em-lo)ee lo)alt)/
9ea%t qui%#l) to %han&es in the mar#et/
Identif) and %a-itali?e on o--ortunities/
*eat the %om-etition/
9etain or &ain mar#et share/
In%rease re(enue/
9edu%e %osts/
44
"n#ur PGDM
COMPANY@S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS8
O'jective o+ ICICI
Promote &ood and fair ban#in& -ra%ti%es b) settin& minimum standards in dealin&
$ith )ou
In%rease trans-aren%) so that )ou %an ha(e a better understandin& of $hat )ou %an
reasonabl) e0-e%t of the ser(i%esR
2n%oura&e mar#et for%es, throu&h %om-etition, to a%hie(e hi&her o-eratin&
standardsR
Promote a fair and %ordial relationshi- bet$een )ou and )our ban#R
Foster %onfiden%e in the ban#in& s)stem
7o 6el- Mou 7o Cnderstand 6o$ 3ur Finan%ial Produ%ts "nd Ser(i%es 8or# *)D
Gi(in& )ou information about them in an) one or more of the follo$in& lan&ua&esD
6indi, 2n&lish or the a--ro-riate lo%al lan&ua&e/
2nsurin& that our ad(ertisin& and -romotional literature is %lear and not misleadin&
2nsurin& that )ou are &i(en %lear information about our -rodu%ts and ser(i%es, the terms
and %onditions and the interest ratesIser(i%e %har&es, $hi%h a--l) to them/
Gi(in& )ou information on $hat are the benefits to )ou, ho$ )ou %an a(ail of the
benefits, $hat are their finan%ial im-li%ations and $hom )ou %an %onta%t for addressin&
)ou queries /
To 3e"p Yo& Ue Yo&r Acco&nt Or Service ()8
Pa&e \ 4!
"n#ur PGDM

Pro(idin& )ou re&ular a--ro-riate u-dates/
,ee-in& )ou informed about %han&es in the interest rates, %har&es or terms and
%onditions/
In+ormation
Mou %an &et information on interest rates, %ommon fees and %har&es throu&h an) one of the
follo$in&D
@oo#in& at the noti%es in our bran%hes R
Phonin& our bran%hes or hel--linesR
@oo#in& on our $ebsiteR
"s#in& our desi&nated staffIhel- des# Ror
9eferrin& to the ser(i%e &uideITari++ Sc!e%&"e.
(e+ore Yo& (ecome a C&tomer -e -i""8
&i(e )ou %lear information e0-lainin& the #e) features of the ser(i%es and -rodu%ts )ou
tell us )ou are interested inR
&i(e )ou information on an) t)-e of -rodu%ts and ser(i%es $hi%h $e offer and that ma)
suit )our needsR
tell )ou if $e offer -rodu%ts and ser(i%es in more than one $a) Sfor e0am-le, throu&h
ATMs2 on the Internet, o(er the -hone, in bran%hes and so onT and tell )ou ho$ to find
out more about themR
Pa&e \ 45
"n#ur PGDM

tell )ou $hat information $e need from )ou to -ro(e )our identit) and address, for us to
%om-l) $ith le&al, re&ulator) and internal -oli%) requirements/
A%vertiin$2 Mar#etin$ an% Sa"e
8e $ill ma#e sure that all ad(ertisin& and -romotional material is %lear, and not
misleadin&/
In an) ad(ertisin& in an) media and -romotional literature that dra$s attention to ban#in&
ser(i%e or -rodu%t and in%ludes a referen%e to an interest rate, $e $ill also indi%ate
$hether other fees and %har&es $ill a--l) and that full details of the rele(ant terms and
%onditions are a(ailable on request/
If $e a(ail of the ser(i%es of third -arties for -ro(idin& su--ort ser(i%es, $e $ill require
that su%h third -arties handle )our -ersonal information :if an) a(ailable to su%h third
-arties; $ith the same de&ree of %onfidentialit) and ec&rit) as $e $ould/
8e ma), from time to time, %ommuni%ate to )ou (arious features of our -rodu%ts a(ailed
b) )ou/ Information about our other -rodu%ts or -romotional offers in res-e%t of our
-rodu%tsIser(i%es, $ill be %on(e)ed to )ou onl) if )ou ha(e &i(en )our %onsent to re%ei(e
su%h informationI ser(i%e either b) mail or b) re&isterin& for the same on our $ebsite or
on our -hone ban#in&I%ustomer ser(i%e number/
8e ha(e -res%ribed a %ode of %ondu%t for our Dire%t Sellin& "&en%ies :DS"s; $hose
ser(i%es $e ma) a(ail to mar#et our -rodu%tsI ser(i%es $hi%h amon&st other matters
requires them to identif) themsel(es $hen the) a--roa%h )ou for sellin& our -rodu%ts
-ersonall) or throu&h -hone/
In the e(ent of re%ei-t of an) %om-laint from )ou that our re-resentati(eI%ourier or DS"
has en&a&ed in an) im-ro-er %ondu%t or a%ted in (iolation of this 'ode, $e shall ta#e
a--ro-riate ste-s to in(esti&ate and to handle the %om-laint and to ma#e &ood the loss/
Pa&e \ 44
"n#ur PGDM

Privac) an% Con+i%entia"it)
8e $ill treat all )our -ersonal information as -ri(ate and %onfidential Se(en $hen )ou
are no lon&er a %ustomerT, and shall be &uided b) the follo$in& -rin%i-les and -oli%ies/
Data Ana")i
Pa&e \ 48
"n#ur PGDM

7. >3IC3 OF T3E FOLLO>ING ATTR I(UTES COMPELLED YOU To MOST
OPEN SA.ING ACCOUNT IN ANY (AN,H

2:-Which TYPE OF SERVICE PREFERS THE MOST ! !ou"

#:-Which o$ $o%%o&in' an(s )o !ou ha*e account"

+:-WH,T TYPE OF ,CCO-.T /O YO- H,VE I. 0,.1"
2:-Ho& 3an! ser*ices o$$ere) ! !our an(s ha*e een -se) 0! !ou"
I8*3o- -o&"% )o& #no- a'o&t t!ee erviceH

;8*>!at t!e peop"e t!in# a'o&t t!e (an#"
Pa&e \ 4
"n#ur PGDM


J8*>!at a repon%ent ee in p&rc!ae o+ ne- p"an +rom (an#H

4:-Is ICICI 0an( Pro*i)e etter $aci%ities than S0I 5 H/FC 0an("
7=8*Do )o& #no- -!at t)pe o+ va"&e a%%e% ervice provi%e ') ICICI (AN,SH

778*3o- -o&"% )o& rate pro%&ct o++ere% ICICI (an# t!an ot!erH

.er) Goo% Goo% Mo%erate Le Poor
Ratin$ 5 K 6 F 7

7F8*3o- -o&"% )o& rate pro%&ct ervice D pro%&ct v. cot ') ICICI (an#H

768*3o- -o&"% )o& %ivi%e 7== point on t!e 'ai o+ ervice provi%e ') ICICI (an#H

Pa&e \ 80
"n#ur PGDM

6+:-Ho& &ou%) !ou rate ser*ices o$$ere) ! ICICI 0an("


COMPARISON OF ICICI >IT3 S(I
I'I'I ban# is the lar&est -ri(ate se%tor ban# in India and the se%ond lar&est %ommer%ial ban# in
India/ It has bran%hes all o(er India and e(en in smaller to$ns in South India after the ta#eo(er
of *an# of Madurai/ 7he ban# also has forei&n subsidiaries li#e I'I'I ban#, 'anada in 'anada,
*ritain and 9ussia ,re-resentati(e offi%es in CS", 'hina, C"2, *an&ladesh, South "fri%a and
bran%hes in *ahrain, Sin&a-ore /
It offers a -latform for online share tradin& throu&h I'I'I Dire%t and insuran%e ser(i%es -
I'I'I Prudential/ +9I ser(i%es in%lude mone) transfer throu&h Mone)2India, $hi%h offer
better forei&n e0%han&e rates for lo$er amounts %om-ared to other ser(i%es/
Pa&e \ 81
"n#ur PGDM

@i#e most -ri(ate se%tor ban#s, all I'I'I ban# bran%hes in India are net$or#ed/ Mou %an
a%%ess )our a%%ount from an) I'I'I ban# bran%h in India/ "n)one %an also de-osit
%ashIlo%al %heque in )our a%%ount at an) bran%h of I'I'I ban#/
"lso the) ha(e (er) %on(enient ban# timin&s and are o-en for 12 hours from 8/00 a/m to
8 -/m from Monda) to Saturda)/ 8hen )ou de-osit a %heque at their bran%h, the) $ill
readil) &i(e )ou a stam-ed a%#no$led&ement for de-osit/ Mou %an onl) de-osit %ash in
)our o$n a%%ount at the "7M, for de-ositin& %ash into a third -art) a%%ount, )ou ha(e to
(isit the bran%h/ Mou ha(e to sele%t the de-osit %ash o-tion, )ou $ill &et an en(elo-e for
de-ositin& %ash, $hi%h )ou %an then fill in the details and de-osit it ba%#/ "t lo%ations
$here I'I'I ban# does not ha(e a bran%h, the queue at the "7Ms is (er) lon&/ Fust after
offi%e hours , bet$een 5 -m - 4/10 -m, %ustomers sometimes ha(e to $ait for 1!-20
minutes on some da)s, to a%%ess the "7M/
Sin%e I'I'I ban# $as established after 11 it offers online ban#in& $here )ou %an
%he%# the balan%e in )our a%%ount an) time/ 7he interfa%e for sa(in&s a%%ounts is mu%h
better and user friendl) %om-ared to that for their roamin& %urrent a%%ount
6o$e(er, unli#e other ban#s li#e 6DF' ban#, their online ban# statement does not
indi%ate the bran%h at $hi%h the amount is de-osited/ 7he information is a(ailable in the
email statement sent to )ou the ne0t da)/ Mou ha(e to %onta%t -hone ban#in&, enter '9+
and 7PI+, durin& $or#in& hours to &et this information/ Aer) often, the s)stem is slo$,
so )ou ha(e to hold on for 10 minutes/
For sa(in&s a%%ount, u- to 1 %ash de-osits -er quarter :1 months; at the non base bran%h
%an be made at no %ost/ For additional %ash de-osits, the ban# %har&es the re%i-ient 9s
100 :] ser(i%e ta0; -er de-osit, irres-e%ti(e of the amount de-osited/ 8hen the ban#
im-lemented this %han&e, the I'I'I ban# %ustomers $ere not informed about the re(ision
in the %har&es/ For outstation %heques, I'I'I ban# %har&es a minimum of 9s 10 :]
ser(i%e ta0; for sa(in&s a%%ounts / 7his is (er) in%on(enient for a%%ount holders in small
to$ns, $ho re%ei(e the di(idend $arrant -a)able in ma.or %ities onl)/ 7hese $arrants %an
Pa&e \ 82
"n#ur PGDM

be for small amounts li#e 9s 20/ For salar) a%%ounts, the minimum "<* required is ?ero
and )ou retain the a%%ount e(en after )ou lea(e the .ob/ If )our "<* is more than 9s
100000, )ou &et a free at -ar %hequeboo#/ For an "<* of more than 9s !00000 :fi0ed
de-osit ] sa(in&s a%%ount balan%e;, )ou are eli&ible for -ri(ate ban#in& ser(i%es/ For non
maintenan%e of a(era&e quarterl) balan%e, not onl) do the) dedu%t 9s 4!0 from )our
balan%e, the) also dedu%t an additional ser(i%e ta0/
Man) of the I'I'I ban# %ustomers are salar) a%%ount holders, $ho are for%ed b) their
em-lo)ers to o-en an a%%ount $ith I'I'I ban# to re%ei(e their salar)/ 7he a%%ount is
o-ened at a bran%h $hi%h is %on(enient for the em-lo)er, but e0tremel) in%on(enient for
the em-lo)ee/ If $ant an) %larifi%ation or information, their %ustomer su--ort :throu&h
-hone ban#in& or email; $ill instru%t )ou (isit the nearest bran%h - $here the %on%erned
-erson ma) or ma) not be a(ailable/ For sa(in&s a%%ount %ustomers if )ou send an email
as#in& for %larifi%ations, it is usuall) ans$ered after a $ee#/
7he) ha(e dis%ontinued the auto s$ee--in fa%ilit) :earlier %alled <uantum 3-tima;,
$here the amount in sa(in&s a%%ounts $as automati%all) %on(erted into a fi0ed de-osit, if
it e0%eeded 9s 1!000/ 8ith the de%line in interest rates for loans, -ro(idin& this fa%ilit)
is no lon&er -rofitable for the ban#/ Mou no$ ha(e to &i(e an a--li%ation at the bran%h if
)ou $ish to %ontinue $ith this fa%ilit) no$/ 7he form for ma#in& the a--li%ation $as sent
alon& $ith the monthl) ban# statement/ Mou %an alternatel) o-en a re%urrin& de-osit,
$here a fi0ed amount is added to )our fi0ed de-osit e(er) month/
Ma#in& a ne$ Fi0ed De-osit $ith I'I'I ban# for %urrent a%%ounts is e0tremel) time
%onsumin&, es-e%iall) $hen %om-ared to 6DF' ban#/ 7he) $ill insist that )ou $ithdra$
%ash from )our a%%ount for ma#in& the FD/ Sin%e $ithdra$als of amounts more than 9s
2!000 are sub.e%t to %ash $ithdra$al ta0, for lar&er amounts , )ou $ill ha(e to s-lit the
fi0ed de-osit and (isit the bran%h on 2 different da)s/ I'I'I ban# is -robabl) the onl)
ban# in India $here the) $ill not a%%e-t a I'I'I ban# %heque for ma#in& a fi0ed de-osit/
8e had &i(en a %heque $ith the fi0ed de-osit form , but the ban# offi%er insisted that $e
Pa&e \ 81
"n#ur PGDM

-a) %ash/ She said she $ould fill the form for us, but she did not sele%t the o-tions $hi%h
$ere initiall) indi%ated, %ausin& further -roblems for us/
/S(I0 i t!e "ar$et p&'"ic ector 'an# in In%ia
S*I has bran%hes and "7Ms all o(er India, details of $hi%h are a(ailable at their
$ebsite/ State *an# of 6)derabad, State *an# of Patiala, State *an# of Saurashtra,
State *an# of *i#aner and Fai-ur ,State *an# of Indore, State *an# of M)sore and State
*an# of 7ra(an%ore are the se(en subsidar) ban#s of S*I/ "s of Mar%h 2005, S*I
holdin& in these ban#s (aries from 44G to 100G , but is li#el) to de%rease in future/ S*I
has one of the lar&est net$or# of "7Ms in the "sia Pa%ifi% re&ion/ Man) bran%hes of
State *an# of India are %om-uteri?ed/ In -la%es $here the 9eser(e *an# of India, :9*I;
the %entral ban# of India does ha(e an offi%e, S*I %arries out man) of its fun%tions/
S*I timin&s (ar) a%%ordin& to lo%ation, for e0am-le the Po$ai, Mumbai bran%h of State
*an# of India is o-en bet$een 10/1! am to 2-m :Monda)-Frida)
Mou %an o-en a -ubli% -ro(ident fund :PPF; a%%ount at an) State *an# of India bran%h/
PPF a%%ounts are one of the fe$ sa(in&s instruments $hi%h offer a hi&h ta0 free interest
rate of 8G -er )ear/ "ll de-osits made on or before !th of a month earn interest for the
entire month/ If )ou de-osit a %heque in )our PPF a%%ount on the !th of the month, )ou
$ill &et interest for the month, thou&h )our a%%ount ma) be debited at a later date/ 7he
interest is %redited to the a%%ount at the end of the a%%ountin& )ear in India/
If )ou #no$ an a&ent $ho is re&istered $ith that -arti%ular bran%h of State *an# , he $ill
-a) )ou ba%#, a -art of the %ommission he re%ei(es from the ban#/ So )ou %an &et ba%#
0/!G - 0/5G of the amount de-osited immediatel) b) %ash/ Csuall) lar&er the amount,
the hi&her the %ommission -aid ba%# b) the a&ent :it is ne&otiable; / 7he -a)-in sli- for
PPF has 1 se%tions - de-ositors %o-), a&ents %o-) and ban# %o-)/ 7he a&ents %o-) has to
be &i(en to the a&ent and he $ill &i(e -art of the %ommission/ 2arlier finan%ial ser(i%es
Pa&e \ 84
"n#ur PGDM

firm li#e *lue-%hi- in Mumbai, $ould also &i(e a %ommission of 0/2!G , but the) ha(e
sto--ed in the last 2 )ears/
7he minimum amount that %an be in(ested in one )ear is 9s !00 and ma0imum amount is
9s 40000/ 7his in(estment has a lo%# in -eriod of 1! )ears/ +o $ithdra$als are allo$ till
5 )ears after a%%ount o-enin& and one $ithdra$al is allo$ed -er )ear there after/ It
offers rebate under se%tion 80' and the interest is ta0 free under se%tion 10'/
For %ash $ithdra$als, )ou %an either use a $ithdra$al sli- or %heque/ If an a%%ount is
ina%ti(e for a lon& time, State *an# of India does not %har&e an) fee for rea%ti(ation/
6o$e(er, the) ha(e a (erifi%ation -ro%ess, $hi%h ma) ta#e a lon& time/ Pa)ment
of in%ome ta0, ad(an%e ta0, sales ta0 %an be done at S*I bran%hes/ Forei&n %urren%)
drafts %an also be obtained at the bran%hes/ Sin%e S*I offers a (ariet) of ban#in&
ser(i%es, their bran%hes are usuall) (er) %ro$ded/
State *an# of India has in%rease home loan interest rates b) 2!-4! basis -oints/ "lso no
fi0ed rate loans $ill be a(ailable for -eriods more than 10 )ears/ 7hese %han&es ha(e
%ome into effe%t from Mar%h 1, 2005/
S*I 9ail$a) Aisa 'ard allo$s boo#in& of rail$a) ti%#ets online at the Indian 9ail$a)s
$ebsite at ?ero transa%tion %har&es/ Csers of this %redit %ard %an &et ba%# u- to 10G of
ti%#et fare as rail$a) -oints/ 7hese -oints %an be redeemed later, li#e frequent fl)er miles
offered b) airlines/ State *an# of India is the lar&est issuer of debit %ards :Maestro; in
India
State *an# %ustomers $ho ha(e to $ait a lon& time to -ro%ess a ban# transa%tion %an
re&ister their %om-laint throu&h a tou%h s%reen de(i%e for %ustomer feedba%# ser(i%e at
the bran%h/ 7he information is re%orded and -ro%essed in the %entral ser(er/ "s of Mar%h
2005, it is im-lemented in 10 bran%hes of S*I in Mumbai/ 8hen S*I em-lo)ees &o on
stri#e, the 9eser(e *an# of India ta#es o(er all %learin& o-erations/ 6o$e(er, ban#in&
o-erations are affe%ted sin%e S*I has nearl) 10G of the total %ustomers of ban#s in India/
Pa&e \ 8!
"n#ur PGDM

'hequesIDD dra$n on S*I $as not %leared due to the stri#e/ "ll &o(ernment ta0es li#e
in%ome ta0, sales ta0, ser(i%e ta0 %an be -aid at an) bran%h of S*I/
State *an# of India has !2 forei&n offi%es in 14 %ountries in%ludin& "ustralia, C,, CS",
'anada, *ahrain, +i&eria, *an&ladesh, +e-al, and *hutan Sri @an#a/ 7hese are useful
for forei&n trade transa%tions li#e o-enin& of @etter of 'redit
COMPETITI.E S>OT ANALYSIS >IT3 ICICI (AN,
S792+G76S 82",+2SS2S
3
P
P
3
9
7
C
+
I
7
I
2
S
S V 3 Strate&ies
Stren&thD @ar&e 'a-ital base/
3--ortunit)D Mar#et 20-ansion/
Strate&)D Dee- Penetration into

9ural Mar#et/
8 V 3 Strate&ies
8ea#nessD 8or#for%e
9es-onsi(eness/
3--ortunit)D 3utsour%in& of +on V
'ore *usiness/
Strate&)D 3utsour%e 'ustomer
'are B other 2-6el-s/
Pa&e \ 85
"n#ur PGDM

7
6
9
2
"
7
S
S V 7 Strate&ies
Stren&thD @o$ o-eratin& %osts
7hreatD In%reased 'om-etition
from others P(t/ *an#s/
Strate&)D Ste-s to 2nsure
@o)alt) b) old
'ustomers/
8 V 7 Strate&ies
8ea#nessD +ot 2qual to
International Standards/
7hreatD 2ntr) of man) Forei&n
*an#s/
Strate&)D 'onsider additional
benefits

FINDINGS2 SUGGESTIONS A CONCLUSION
Fin%in$8
1/ It $as found from the stud) that ban# belie(es in qualit) ser(i%e rather than quantit) of
ser(i%e/
2/ 7he offi%ials em-lo)ed are (er) mu%h enthusiasti% about their .ob/
1/ 7he offi%ials tr) to ma#e best relation $ith the %ustomers/
4/ 7here is se-arate %ounter for +9I ser(i%es/
!/ 7he limit of %ash (ault is 9s/ 10, 00,000 for a da)/
5/ 7he re&isters and files are maintained on a dail) basis/
4/ 7he re&isters are maintained in a $ell or&ani?ed manner/
8/ 7he mar#etin& strate&) of the ban# is (er) attra%ti(e/
/ 7he ban# al$a)s tries to attra%t %ustomers $ith inno(ati(e offers/
Pa&e \ 84
"n#ur PGDM

10/ 7he ban# is (er) #een to im-lement !Es -lan in all its bran%h/
11/ I'I'I and S*I %redit de-osit ratio is on the side thou&h I'I'I ban#s sho$ a little de%reasin&
trend to the e0ten of 2/24 G 3(er mar2004 ^ mar 2008/
12/ *oth the ban# in(estment de-osit ratio is on the de%linin& trend
11/ *oth the ban#s has sho$n better utili?ation of %ash -ortfolio
14/ I'I'I ban# Interest e0-en%es to interest earned remains the same 3(er 2 Mears $hereas
S*I sho$s redu%tion/
1!/ 3ther In%ome ratio remains flu%tuation in both the ban#s/
15/ 3-eratin& e0-en%es to total in%ome sho$s a de%resin& trend in I'I'I ban# $hereas it $as
on the risin& side in S*I/
14/ Interest in%ome to total funds sho$s risin& mode in I'I'I $hereas In S*I more or less it
remains at the le(elR 7he ratio of interest e0-enses to total funds sho$s an in%rease in Aalue in
I'I'I *an# $hereas in S*I interest e0-en%es sho$s a 9isin& mode/
7J/ 7he ratio of +on Interest in%ome remains the same for I'I'I for 7he -ast 2 Mears $hereas
in S*I at sho$s a de%line/
1/ 7he sto%# $itness some sellin& -ressure in the %omin& da)s in I'I'I *an# /
20/ 7he %ontinuation -attern ne&ates immediate bearish momentum on the sto%# and itEs
ad(isable to bu) at de%lines/ Short term in(estor %an initiate a bu) abo(e !00 $ith a tar&et of !50
!40/
Pa&e \ 88
"n#ur PGDM

SUGGESTIONS
A/ *est -la) in a buo)ant en(ironment Fa(orable ma%ro, buo)ant Mar#et related re(enues
and a beni&n en(ironment for asset qualit)/
1_ I'I'I as a -la)er fo%used on maintainin& and Ior im-ro(in& Mar#et share in #e)
business se&ments, -arti%ularl) retail lendin&- 8ill, in our (ie$, benefit immensel) form a
-ositi(e o-eratin& 2n(ironment/
2/ I'I'I is (ie$ed as it is benefited from the -ro%)%li%alit) effe%t of 7he e%onomi% %)%le as its
borro$ers in the le&a%) -ro.e%t finan%in& "%ti(it) $itnessed their debt ser(i%in& abilit)
in%reasin& %onsiderabl)/ It is belie(ed that the -rofitabilit) of this se&ment has im-ro(ed as a
9esult of lo$er loan loss -ro(isions and lo$er ta0able rates of In%ome from this sour%e/
20-e%tations is on the -ro%)%li%al benefit ,7o %ontinue and hen%e -rofitabilit) of le&a%) lendin&
to be sustained "t le(els seen earlier/
Pa&e \ 8
"n#ur PGDM

1/ Mar#et related re(enues is belie(ed to %ontribute 14G - 1!G to I'I'I*Es o-eratin& re(enues
and ha(e boosted its -re-ro(ision 9o""/ *uo)ant en(ironment to sustain the %ontribution from
mar#et -related re(enues is e0-e%ted and hen%e the o-eratin& -rofitabilit)/
4/ Pri%in& -o$er in %onsumer finan%in& se&ment -rofitabilit) "&ainst -otential sho%#s/
!/ I'I'I* en.o)s a dominant mar#et -osition a%ross %ustomer 'ate&ories in retail lendin&/7he
stron& mar#et -osition and robust Demand for %onsumer finan%in& (ests si&nifi%ant -ri%in&
-o$er 8ith I'I'I* is belie(ed either b) allo$in& a hi#e in lendin& rats, +e&otiatin& hi&her
sub(ention form manufa%turers of %uttin& Distribution %osts/
5/ Stron& -ri%in& -o$er and a balan%e sheet that is si&nifi%antl) *iased to$ards retail lendin&
buffers I'I'*Es -rofitabilit) from Potential sho%#s in the ban#Es fundin& %ost/
4/ I'I'* has an ad(erse mismat%h -rofile bet$een assets and @iabilities/ 6i&h (olatilit) in
interest rates %ould ad(ersel) effe%t Profitabilit) in the short termR ho$e(er, as the ba%# boo#
&ets 9e-rised at ne$ lendin& rates u-on maturit), the ban#Es +IM $ill @i#el) sho$
im-ro(ement/ 7his -henomenon to -la) out throu&h FM10022 and FM2002 is e0-e%ted/
8/ In line $ith %onsensus, but $e re%ommend bu) I'I'I* for &ro$th 9easons and not for the
relati(e (aluation a--eal/ It is not so mu%h about I'I'I* (ersus 6SF' or 6DF'*, but about
7heir res-e%ti(e o-eratin& metri%s and &ro$th %onditions/ Mar#et 6as re$arded both strate&iesD
I'I'I*Es broad-based strate&) allo$s %a-turin& (alue a%ross the Aalue %hain in a %ustomer
se&mentR and I'I'I*, li#e other lar&e -la)ers in the -ri(ate se%tor, en.o)s Fa(orable %onditions
arisin& from a restri%ti(e re&ulator)I-oli%) 2n(ironment to$ards ne$ entrants and forei&n ban#s
and slo$ Pa%e of reforms for state-o$ned ban#s is belie(ed/
(/ In%reasin& %ontribution from strate&i% in(estments Met another dri(er
1/ 7he (alue a%%ruin& from subsidiaries to be 14G of I'I'I*Es 'urrent mar#e %a-iti?ation/ 7his
to rise to 20G of I'I'I*Es tar&et Pri%e o(er the ne0t 12 months is e0-e%ted $ith ban#in& and life
Insuran%e bein& the #e) dri(ers/
2/ 7he life insuran%e business of I'I'I* has been in%urrin& losses 3n an a%%ountin& basis due
to %ontinued in(estment in e0-?ndin& 7he s%ale and s%o-e of the business/ 7he life insuran%e
business is *elie(ed in %reatin& $ealth for its shareholders throu&h mar#et Share &ains,
in%reasin& -enetration of life insuran%e and im-ro(in& o-eratin& effi%ien%)/
Pa&e \ 0
"n#ur PGDM

1/S 7he asset mana&ement and (enture %a-ital fund of I'I'* ma#es " ne&li&ible %ontribution
%urrentl)R ho$e(er, these businesses is *elie(ed to hold si&nifi%ant u-side -otential as the)
a%hie(e s%ale 2%onomies/
Conc"&ion
7hus, I'I'I has been able to use te%hnolo&) to -ro(ide (alue-added ser(i%e to its %ustomers
durin& the last fe$ )ears/ For I'I'I, te%hnolo&) is an inte&ral -art of their business/ 6o$e(er,
their o(erall -ro&ress %ould ha(e been smoother but for %ertain internal and e0traneous fa%tors
and also a -ressure on s-reads due to a %om-etiti(e mar#et :"nnual re-ort, 2000 V01;/ 2-ban#in&
has be%ome a ne%essar) sur(i(al $ea-on and is fundamentall) %han&in& the ban#in& industr)
$orld$ide/ 7o da), the %li%# of the mouse offers %ustomers ban#in& ser(i%es at a mu%h lo$er
%ost and also em-o$ers them $ith un-re%edented freedom in %hoosin& (endors for their
finan%ial ser(i%e needs/ +o %ountr) toda) has a %hoi%e- $hether to im-lement 2-ban#in& or not
&i(en the &lobal and %om-etiti(e nature of the e%onom)/ I'I'I ha(e tou-&rade and %onstantl)
thin# of ne$ inno(ati(e %ustomi?ed -a%#a&es and ser(i%es to remain %om-etiti(e/ 7he in(asion
of ban#in& b) te%hnolo&) has %reated an information a&e and %ommoditi?ation of ban#in&
ser(i%es/ I'I'I ha(e %ome to reali?e that sur(i(al in the ne$ e-e%onom) de-ends on deli(erin&
some or all of their ban#in& ser(i%es on the Internet $hile %ontinuin& to su--ort their traditional
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"n#ur PGDM

infrastru%ture/ 7he rise of 2-ban#in& is redefinin& business relationshi-s and the most su%%essful
ban#s $ill be those that %an trul) stren&then their relationshi- $ith their %ustomers/ 8ithout an)
doubt, the international s%o-e of 2-ban#in& -ro(ides ne$ &ro$th -ers-e%ti(es and Internet
business is a %atal)st for ne$ te%hnolo&ies and ne$ business -ro%esses/

(i'"io$rap!)
$$$/rbi/or&/in
$$$/mone)%ontrol/%om
$$$/nseindia/%om
$$$/i%i%iban#/%om
$$$/&oo&le/%om
2%onomi% times
*usiness $orld

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"n#ur PGDM

Con+i%entia" C&etionnaire
Dear SIRDMADAM2 I am con%&ctin$ &rve) on ICICI. I !a"" 'e ver) t!an#+&" to $ive )o&r
+e- min&te to me +or an-erin$ m) +e- 9&etion 'e"o-.
+ameD ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
"ddD ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
'onta%t noD ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Gender Male Female

E-mail Id : _______________________________________________________
Age Group: 1825 2535 35 45 4555
55+

Occ&pation8
ournali!"
#"uden"
$ro%e!!ional
&e"ired $er!on
'e()ni(al e*per"
3ther, -lease s-e%if)D
Income: + 1 la(e! 13 la(e! 35 la(e! 5, la(e! ,1-
la(e! +1- la(e!





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"n#ur PGDM


78*>3IC3 OF T3E FOLLO>ING ATTRI(UTES COMPELLED YOU MOST TO OPEN SA.ING ACCOUNT IN ANY
(AN,H
:a; "7M %um D2*I7 'ards
:b; 'heque *oo#
:%; Internet *an#in&I Phone *an#in&
:D; 8or#in& 6ours
:e; Aalue "dded Ser(i%es
F8*>!ic! TYPE OF SER.ICE PREFERS T3E MOST ') )o&H
:a; "7M S29AI'2
:b; I+729+27 *"+,I+G
:%; M3*I@2 *"+,I+G
:d; '392 *"+,I+G
:e; 9etail *an#in&
#:-Which o$ $o%%o&in' an(s )o !ou ha*e account"
:a; I'I'I *an#
:b; S*I *an#
:%; 6DF' *"+,
:D; "0is *an#
(e) Other Pls specify __________________

+:-WH,T TYPE OF ,CCO-.T /O YO- H,VE I. 0,.1"
:a; Sa(in&
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"n#ur PGDM

:*; 'urrent
:%; Fi0ed
:d; +9I
:e; 3thers Pls s-e%if) ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
2:-Ho& 3an! ser*ices o$$ere) ! !our an(s"
:a; D-Mat "I'
:b; Mutual Funds
:%; e-Instru%tions
:d; @I B GI
:e; Di&itall) Si&ned Statement
7:-Ho& &ou%) !ou (no& aout these ser*ices"
:a; "d(ertisements
:b; Friends and 9elati(es
:%; Dire%t Sellin& "&ents
:d; 3thers Pls s-e%if) ^^^^^^^^^^^^^^^
;8*>!at t!e peop"e t!in# a'o&t t!e (an#H
:a; +e%essit) for -rote%tion se%urit)
:b; Im-osition of a burden of e0-enses
:%; " %om-ulsor) tool for S"AI+G
:d; 3thers Pls s-e%if) ^^^^^^^^^^^^^^^^
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"n#ur PGDM

J8*>!at a repon%ent ee in p&rc!ae o+ ne- p"an +rom (an#H
:a; Standin& and &ood$ill of the %om-an)
:b; Produ%t ran&e of the %om-an)
:%; "d(ertisement bein& released b) the %om-an)
:d; Ser(i%es bein& &i(en b) the %om-an)
:8*I ICICI (an# Provi%e 'etter +aci"itie t!an S(I A 3DFC (an#H
:a; Mes
:b; +o
:%;'anYt Sa)
7=8*Do )o& #no- -!at t)pe o+ va"&e a%%e% ervice provi%e ') ICICI (AN,SH
:a;-Moun& star
:b;-Senior %iti?en
:%;-Pre -aid %ard
:d;-9e%urrin& de-osits
:e;-other
778*3o- -o&"% )o& rate pro%&ct o++ere% ICICI (an# t!an ot!erH
@o$ 1 V 2 V 1 V 4 V ! 6i&h

7F8*3o- -o&"% )o& rate pro%&ct ervice D pro%&ct v. cot ') ICICI (an#H
@o$ 1- 2 -1 -4 -! 6i&h
768*3o- -o&"% )o& %ivi%e 7== point on t!e 'ai o+ ervice provi%e ') ICICI (an#H
:a;-@ess formalit)
:b;-Fle0ibilit)
:%;-@ess do%umentation
:d;-others
6+:-Ho& &ou%) !ou rate ser*ices o$$ere) ! ICICI 0an("
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"n#ur PGDM

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"n#ur PGDM