You are on page 1of 67

QWL

A Project Report on

QUALITY of WORK LIFE At ICICI Bank – Phone Banking Service

Submitted By:

Sandhya Rani. Chundi Roll # 094-08-01325 Third Year of Masters in Business Administration

Under the guidance of

Mr. Jahangir

Prof. G. Ram Reddy College for Distance Education

Of Osmania University, Hyderabad-500007.

To the Osmania University In Partial Fulfilment Of Masters in Business Administration

Academic Year:

2009-2010

1

QWL

DECLARATION

I, Sandhya Rani Chundi the under signed here by declare that Project report entitled “THE QUALITY OF WORK LIFE” in ICICI BANK – PHONE BANKING GROUP, Hyderabad and this project is submitted to PGRRCDE, Hyderabad affiliated to Osmania University, Hyderabad.

I draft this letter and the project work done here is totally original work of My own which shows all the efforts of mine in completion of the Project.

Place: Hyderabad Date:

andhya Rani Chundi

S

 

2

QWL

PROJECT GUIDE CERTIFICATE

Ms. Sandhya Rani Chundi, a final year MBA student of PGRRCDE, OU, HYDERABAD, in partial fulfilment for The Award of MBA has Done her project certified “THE QUALITY OF WORK LIFE ” in ICICI BANK LTD, Hyderabad Under my guidance.

All the details collected & furnished by her are true & original to My Knowledge.

Place: Hyderabad Date:

Mr.JAHANGIR

3

QWL

ACKNOWLEDGEMENT

It is inevitable that thoughts and ideas of other people lend to give

drift into the Subconscious when one feels to acknowledge the help drive from others. I wish to thank a number of people for their support and contribution to the efforts involved in carrying out this study.

  • I feel pleasure and pride of being part of management studies, Prof. G. Ram Reddy Centre for Distance Education (DEPARTMENT OF BUSINESS

MANAGEMENT), HYDERABAD, that moulded me to this present state & I feel gratitude towards it.

  • I shall be indebted to Mr.B.Ashwin Kumar for the concern in providing the necessary information during my study in ICICI BANK LIMITED,

HYDERABAD.

  • I also express gratitude and thanks to Dr.Ch.Shyam Sunder Ph. D.,

director, Prof. G. Ram Reddy Centre for Distance Education (DEPARTMENT OF BUSINESS MANAGEMENT), and my project guide Mr. Jahangir for helping me out to undertake study at ICICI. Finally, last but not the least I would like to extend my sincere thanks to all my faculty members who have uplifted my knowledge through their lectures and all those who have helped me out in successful completion of my project.

4

CONTENTS

INTRODUCTION NEED FOR THE STUDY METHODOLOY SCOPE OF THE STUDY PERIOD OF THE STUDY LIMITATIONS OF THE STUDY OBJECTIVES OF THE STUDY CHAIRMANS FOREWORD QUALITY OF WORK LIFE ANALYSIS FINDINGS AND SUGGESTIONS BIBLIOGRAPHY

QWL

5

QWL

QWL 6

6

QWL

INTRODUCTION

The term refers to the favourableness or unfavourable ness of a total job environment for people. QWL programs are another way in which organisations recognise their responsibility to develop jobs and working conditions that are

excellent for people as well as for economic health of the organisation. The elements in a typical QWL program include – open communications, equitable reward systems, a concern for employee job security and satisfying careers and participation in decision making. Many early QWL efforts focus on job enrichment. In addition to improving the work system, QWL programs usually emphasise development of employee skills, the reduction of occupational stress and the development of more co-operative labour-management relations.

A Rationale

Forces For Change

Humanised Work Through QWL

Job Enlargement vs. Job Enrichment

Difference between job enrichment and job enlargement

order

Job enrichment

Job

enrichment

and enlargement

Routine job

Job enlargement

Few

Many

Higher-order

Lower-

7

Applying Job Enrichment

QWL

NEED FOR THE STUDY

In this project I want to discuss about the Employee Satisfaction towards the changes in the organisation, Organisational responsibility towards the employees and the action taken by management to make the employee satisfied by the changes brought by them for the continuous growth and development of the organisation.

The various behavioural changes in the employees are observed based on the following factors:

Motivation

Job Satisfaction

Rewards Satisfaction and Performance

Control on Work pressure

Money Matters

Non economic – ‘Job Security’

Teamwork and Boss Factor

Involvement and Communication

Health conditions of the employee

Training programmes

Employee Counselling

Environment in which the employee works.

The policies lay down by the organisation for the employees.

8

Management Support.

METHODOLOGY

QWL

This study was done in “ICICI BANK LIMITED”. The study is entirely based on the data that has been collected.

Primary data as it is synonymous to first hand information that is exclusively collected for the sake of the study.

Secondary data is the data that has been collected for some other purpose and which is now being utilized for this study.

The basic methodology of this approach is the development of awareness about the relationship between employee and organisation and their views about each other.

Although the initial focus is on the relationships within the group, the exchange of feedback and to develop awareness of individual behaviour in a group as well as an opportunity to share the ideas to overcome the work pressure.

9

QWL

Interacted with 150 employees in ICICI BANK based on the following factors:- Infrastructure, HR policies, Administration, Security, employee welfare schemes, Quality control, Performance Management system, Team building, Management support, Employee growth, value of employees self respect and their health, technology used in the organisation.

Completely analysed the policies of the organisation among all the departments and all levels of hierarchy and observed their security, technology and infrastructure.

Paid attention to behaviour and feelings, moment by moment with a view to assess effectiveness in terms of meeting my needs without adversely affecting any relationships.

SAMPLING:

The time period of study is 60days from 1 st December, 2009 to 31 st January,

  • 2010. During this period, Various Human resource policies of the organisation

and selected, and opinion of the 150 employees are taken for the purpose of

analysis of objectives.

10

QWL

SCOPE OF THE STUDY

The study confirms itself to the Quality of work life in ICICI BANK LIMITED, Hyderabad. The study therefore excludes the non-financial areas such as production, marketing, and personal, from its premises.

The study is confined to the interaction with 150 employees to know about the working conditions and their opinion about the organisation.

PERIOD OF THE STUDY

The study of this project work has been undertaken for a period of sixty days for the academic year 2009 -2010. The consideration for restricting the study to this period is that the latest for manageable consideration and investigation are available for this period.

LIMITATIONS OF THE STUDY

The quality of the performance depends on the employee and employer relationship. Within less span of time I have tried to completely analyse the opinion of the employees towards their organisation and employers.

The study covers only the Quality of work life of the company with the help of secondary data collected from the office. The data collected is based on the financial statements, which may have certain limitations.

11

QWL

OBJECTIVES OF THE STUDY

The Objectives of this study is to understand the employees’ opinion about the various development programmes and policy changes made by the organisation.

  • 1. To know the opinion of the employee towards the Infrastructure of the organisation.

  • 2. To know the opinion of the employee towards the Technology of the organisation.

  • 3. To know the opinion of the employee towards the Security systems of the organisation.

  • 4. To know the opinion of the employee towards the Allowances and Employee benefits provided by the organisation.

  • 5. To know the opinion of the employee towards the Various Leave Policies of the organisation.

  • 6. To know the opinion of the employee towards the hierarchy and their support for the individual development in the organisation.

12

QWL

  • 7. To know the opinion of the employee towards the Performance appraisal System in the organisation.

  • 8. To know the opinion of the employee towards the approach of the organisation for the value of their health.

  • 9. To know the opinion of the employee towards the approach of the organisation for the value of their Self respect.

    • 10. To know the opinion of the employee towards the quality control of the organisation.

    • 11. To know the opinion of the employee towards the approach towards the Business Continuity management in the organisation.

12.

To know the opinion of the employee towards the Team building, team management and team work in the organisation.

  • 13. To know the opinion of the employee towards organisational approach towards them and their family, benefits provided to the employee and various other accidental claims.

14. To know the opinion of the employee towards the travel claims and transport facilities provided by the organisation.

15. To know the opinion of the employee towards their salary paid for their service.

13

QWL

QWL 14

14

QWL

CHAIRMAN’S FOREWORD

The ICICI BANK LIMITED

has thrown open the

doors to

a

world of

seamless opportunities. Time and space barriers no longer hold any significance. Thanks to the pervasiveness of IT and the advent of the Internet, there’s never been more to learn. Or to utilize, or to provide, Knowledge, and its acquisition, is at hand. It is indeed heartening that India has kept pace with the sweeping changes in the global economy. Throwing open its doors to globalization has meant the advent of multinational corporate giants. The Indian economy is already gearing itself, both qualitatively and quantitatively, to put up a fierce competition. Given our manpower and natural resources base, there is little that can stop us from emerging winners. At ICICI, we aim to harness this power to bring our clients, customers and associates closer to the line of satisfaction. without limits, without restrictions. Having proved our credentials as quality service/product providers in fields as varied as assets and liabilities, finance and healthcare, we are all set to make our mark in the Retail banking too. The successes of our initial forays in this direction have invested us with the confidence to undertake projects of greater dimension and magnitude in the near future.

15

QWL

QWL 16
QWL 16

16

QWL

To know the opinion of the employee towards the Technology of the organisation:

The ICICI group technology team is headed by Mr. Pravir vohra, group chief technology officer. The bank technology team is aligned to meet the evolving business needs of the respective business groups.

The Technology teams are identified as Business Technology Solution Groups and are broadly classified into eight vertical catering to the various initiatives of the Business Groups.

These Verticals bring in the cutting edge technology with clear focus of low cost, scalable, and highly sustainable technology solutions for the bank.

QWL  To know the opinion of the employee towards the Technology of the organisation: The

17

QWL

To know the opinion of the employee towards the Security systems of the organisation:

In ICICI, the security team is named as RCU (Risk and Compliance Unit). RCU deals with the employee security, client security, customer security and Organisational security.

RISK AND COMPLAINCE:

Complaince Activities:

ISMS (INFORMATION SECURITY MANAGEMENT SYSTEM)

Operational Risk

Sox Activities

Emergency Response Procedure (ERP)

Data Storage Policy

Knowledge Transition (Handover Document)

Physical Security Do’s & Don’t’s:

ID Badge/ Access Card : Always carry and display/Swipe on all controlled

door/in case of loss immediately report. Print outs: Collect immediately.

Strangers: Guide to security desk.

18

Passwords Do’s:

QWL

Keep passwords secret.

Change at regular intervals with Strong passwords Minimum 8 characters.

Five S review Process:

Audit to be conducted every month.

Centre co-ordination to necessary check the authenticity of the audit.

OFI’s and scores centre wise and floor wise to be shared with all CM’s, Channel heads and CSPB head.

Respective floor co-ordination to ensure closure of OFI’s in co-ordination with centre co-ordination.

Sustenance to be checked and ensured by all floor co-ordinators

To know the opinion of the employee towards the Infrastructure of the organisation:

The Infrastructure of the ICICI is fully equipped, stylish, spacious and flexible to work with, as per employees. They maintain hygienic conditions in the workplace which makes the employee healthy and creates pleasant feel and reduce the stress due to work assigned. Their hospitality maintain the work place neat and clean. The systems are arranged in such a way that the workspace look spacious and easy to monitor the employee so that in case of any problem they get help immediately. The canteen system in the organisation is maintained with healthy, neat and hygienic conditions.

19

QWL

To know the opinion of the employee towards the Allowances and Employee benefits provided by the organisation:

HOUSE RENT ALLOWANCE:

For the grades Manager – 2 and above the house rent allowance is

part of the supplementary allowance. For the grades Manager – 1 and below, the location specific house rent allowance is as given below:

CLASS OF

 

LOCATION

 

MMI

AMII

AMI

CITY

   

A Class

 

Mumbai, Delhi

 

10,00

7,000

5,000

 

0

B Class

Kolkata,

Hyderabad,

Pune,

7,500

5,000

3,500

Chennai, Bangalore, Ahmeabad

 

Patna,

Chandigarh,

Rajkot,

     

C Class

Srinagar, Coimbatore, Mysore, Cochin, Thiruvanantapuram, Guvalior, Jabalur, Auragabad, Nasik, Amritsar, Jodhpur,

5,000

4,000

3,500

Vadodara, Surat, Bhopal, Agra,

Allahabad, and other capitals and urban towns

state

D Class

 

Others

3,500

3,000

3,000

20

QWL

Senior officers / Senior Secretary – Rs. 2900/- per month,

Officers / Secretary Junior officers

– Rs. 2000/- per month, – Rs. 1800/- per month.

(Irrespective of location of posting)

NOTE:

The location of posting will be considered for determining the rate of HRA. In the case of Mumbai and Delhi, if the employee is posted outside the city limit and residing in the city; the city rate will be applicable.

To avail this facility, the residence proofs needs to be confirmed through the respective employee relation officers of different business zones.

ADDITIONAL HOUSE RENT ALLOWANCE:

Additional house rent allowance is payable to employees who have opted for cash out of the old loan scheme. For the grades of Manager – 2 and above, additional house rent allowance is a part of supplementary allowance.

21

QWL

The grade – wise additional house rent allowance for the grades manager and / below is given below:

GRADES

AMOUNT

PER

MONTH

(Rs.)

Manager (Management trainee)

 

4165

Assistant Manager – 2

 

3125

Assistant Manager – 1

 

3125

   

3125

Senior officer / Senior secretary Official secretary

 

2080

CONVERGENCE ALLOWANCE / CAR MAINTANACE:

For the grades Manager – 2 and above, convergence allowance / reimbursement of petrol and maintenance expenses of company car is a part of the supplementary allowance.

22

QWL

The grade wise convergence allowances for the grades Manager – 1 and below is given by:

GRADES

AMOUNT

PER

MONTH

(Rs.)

Manager – 1

 

5500

Management Trainee

 

5500

Assistant Manager – 2

 

4000

Assistant Manager – 1

 

2500

Senior officer / Senior Secretary

 

1000

   

1000

Officer / Secretary Junior officer

 

800

The above amounts include tax – free transport allowances of Rs.800/- per

month.

HOW TO CLAIM PETROL REINBURSMENT:

23

QWL

Employees in the grade of CM – 2 and above have been allotted company car for official purposes, the car maintenance expenses are to be claimed online under the E–settlement., petrol reimbursement. The proofs of expenses need to be produced at the end of the year to salary section. If the expenses are not supported with adequate and satisfactory proofs the amount claimed will be taxed. Those who have not opted for company car will be paid their convergence allowance through the salary and applicable tax will be deducted.

CMI and below: The allowances will be paid through salary and will be

taxed.

LUNCH ALLOWENCES:

The lunch allowance of Rs. 1300/- per month will be paid along with the salary effective from September 1, 2007. Officer trainees, PTOs’ and contractual employees are not eligible for this benefit. For Manager – 2 and above, this allowance is paid as a part of supplementary allowance.

Reimbursement of domiciliary medical expenses:

ELIGIBILITY: Rs. 1250/- per month as a part of salary. At the end of the year, declaration of expenses should be sent to pay roll for tax rebate purposes.

Reimbursement of residential phone bills:

24

QWL

Employees in the grade of Manager – 2 and above, this allowance is a part of the supplementary allowances. For employees in the grade of Manager – 1 is eligible for Rs. 250/- per month, which is paid along with the salary.

The scheme that is already extended to some employees in the grades other than the above mentioned grades will continue to get the benefit till further intimation.

SHIFT ALLOWANCE:

Coverage: Any business groups where employees work in shifts outside day time working hours should obtain prior approval from the competent authorities of local state government bodies.

Regular Timings: All work shifts operating between 07:00hrs and 21:00hrs would be deemed to regular working and would not be covered under this policy.

EMPLOYEE GETS EMPLOYEE SCHEME:

This scheme is applicable only to the employees of ICICI bank and HFC. Vacancies in the above mentioned groups will be advertised under this scheme.

25

QWL

All permanent employees of ICICI Bank Ltd. (Including the employees on probation) can refer a candidate. However, HRMG employees, and employees in grades AGM and above will not be admitted to participate in the scheme.

The referred candidate should not be a relation of the referee, viz. (spouse, brother, sister etc.)

In the event bank recruits the referred employee, the employee who referred the candidate will be eligible for one time monetary reward. This amount will be paid to the employee along with the salary 3 months after the candidate joins the bank. The detailed amounts are mentioned below.

All rewards paid under the scheme will be subject to income tax rules as applicable.

The employee who has referred the candidate should be on roll of

ICICI bank at the time reward.

when he

/ she

are eligible to get EGES

would be valid for

EGES

applications

with more

than

1

year

experience.

An employee has to claim EGES reward with in 6 months from referred candidate date of joining.

26

QWL

An employee who refers a candidate cannot be a part of the selection process for that candidate. More over \, the employee who referred the candidate cannot be in direct reporting relationship with him. In the event such a situation arises, the employee who referred the candidate should not be a part of the selection process and will not be eligible for the amount. In case of any dispute, the decision of the concerned HR Manager will be beneficial and building.

Vacancies will be displayed on the internet under the ‘employee gets employee scheme’.

If an employee wants to refer a candidate for a position, he can view the details of the position and submit the Curriculum Vitae online.

In case any employee wants to refer a candidate and the current advertised positions do not suit the profile of the candidate, the resume can be uploaded without selecting any job opening.

Resumes will be accepted only through the online. To be valid under EGES, the name provided at the time of submission should be correctly entered in the system. EGES claim will not be processed for incorrect entries.

27

QWL

The referred candidate would require to appear for test/interview depending on Qualification/Work experience as per the normal recruitment process.

In the event, where the Curriculum vitae received by more than one source, viz. employee referred/placement agencies, benefit/reward will be given to the source from which the CV was first received.

The validity of the resume that you post on the site is six months from the date of posting. CVs will get deleted from EGES site if recruitment team has not use in 6 months from date of uploading of CV. Employee may upload the CV again, if relevant.

DETAILS OF REWARD:

Grade in which referred employee got appointed:

The reward money depends on the grade in which the candidate has been appointed. This reward is given to the employee who referred the candidate. The details of the amount of money being rewarded depending on the grade in which the candidate got appointed are as follows:

28

QWL

GRADE

REWARD AMOUNT

Chief Manager – 1/ Chief Manager – 2

Rs. 20,000/-

 

Rs. 15,000/-

Manager – 1 / Manager – 2 Assistant Manager – 2

Rs. 10,000/-

 

Rs. 5,000/-

Assistant Manager – 1 CSPB – TR / S1 / S2

Rs. 3,500/-

Working hours and extra time allowance:

The normal working hours of the bank are from 9:15 to 5:15pm from Monday to Saturday or may be decided by the business manager for each branch and department. Lunch/beak period is 1:00pm to 1:45pm or 45 minutes as decided by the branch offices.

The working hours of the corporate offices at Mumbai and zonal offices of WBG are 9:15am to 5:45pm from Monday to Friday. The public holidays applicable for these officers will be different from one which is applicable for retail banking group.

Leaves / salary will be deducted in case when employee comes late as per the timing specified for each business / department.

29

QWL

Allowances for working beyond office hours or on holidays:

Working beyond office hours on Sunday / public holidays may be unavoidable at times and as a responsible employee, one is expected to work late or work extra whenever required, in such circumstances. The bank will reimburse certain expenses as mentioned below:

The family pension fund is managed by regional fund commissioner on cessation of service. The fund accumulated can be transferred or withdrawn after completing necessary formalities. The pension under:

Gratuity:

Gratuity is payable at the time of cessation of service. Eligibility of gratuity is as follows:

Less than 5 years of service – nil. 5 to10 years of service – 15 days base salary for each year services. More than 10 years – 30 days base salary for each year of service with a maximum of 20 years.

Super annnuation fund:

30

QWL

Those who have opted for super annnuation scheme will be members of this fund. Bank contributes 15% of base pay to this fund every year. On the occasion of service 1/3 rd of corpus will be paid by the insurance company pension will be paid for life time, 2/3 rd to the beneficiary on the death of member.

Employees have an option to opt out of the fund and super annnuation allowance through salary every month. This option is available only in April every year.

On joining all employees will be paid super annnuation allowance i.e., 15% of basic salary will be paid through salary in every April. They will have an option to join the super annnuation scheme, 15% of base salary will be contributed to the fund. Necessary communication to exercise the option will be sent to employee.

Nominations:

All employees are required to give names of their nominees to the above funds correspondingly. Additional charges in the nomination needs to be submitted in the prescribed form (availably on the forms under the ICICI universe). The nominations are already submitted is visible on the intranet under the terminal benefits, details if the nomination is not given in case of any eventually. The PF / Gratuity/ Superannuation money cannot be paid to the successor.

To know the opinion of the employee towards the Various Leave Policies of the organisation:

31

QWL

The leave policy of the organisation is to meet the following:-

  • a) To meet the diverse life stage needs of employees.

  • b) To create supportive environment and to enable employees to be more productive.

  • c) To make all woff/toff (Weekly off / Training off)

All permanent employees will be entitled for the following leaves as per employee app leave rules.

1) PRIVILAGE LEAVE (PL) 2) SICK LEAVE (SL) 3) CASUAL LEAVE (CL) 4) MATERITY LEAVE (ML) 5) CHILD CARE LEAVE (CCL)

The above leaves are given to employees based on the availability, requirement and genuinity of the employee needs.

The employee need to seek the approval from their immediate superior and their Super Boss to avail leave.

32

QWL

The following is the description of the various leaves provided with the examples

PRIVILAGE LEAVE (PL):

Across industry most liberal leave policy offers 4 weeks of privilege leaves wherein intervening holidays and weekly offs will not be counted while one avails leave.

In the beginning of every financial year, the PL earned for the previous year are credited to the account of the employees and displayed online.

To get the leave credit employee has to be in the rolls of the bank on

1

st April of the year under consideration.

Maximum 21 days leave will be earned for the 1 st year of service prorated on the number of days worked. From 2 nd year onwards maximum 28days leaves will be earned for each year of service. Only confirmed employees are eligible for the PL.

Minimum leave to be availed: Every employee who has completed 1year of service as on April 1 st is required to use 12days of PL every year.

PL can be availed 2times in a year, where employees immediate supervisor will be held accountable.

Age of the Employee

Number of leave days

33

QWL

<31

30

31-50

60

51&above

180

QWL <31 30 31-50 60 51&above 180 200 Number of leave days 180 160 140 120
200 Number of leave days 180 160 140 120 100 80 60 40 20 0 <31
200
Number of leave days
180
160
140
120
100
80
60
40
20
0
<31
31-50
51&above

LEAVE ENCASHMENT RULES :

34

QWL

1) Leave balance over & above 30days will be available for encashment, wherein employee has to use 12days leave during the year. 2) Leave balance will be en cashed in the month of the April every year. 3) In case of exit from the service, the available balance will be en cashed with settlement.

2)

SICK LEAVE(SL):

Approval of SL will be based without any reference to the period of service of employee. All SL application should be approved by the Reporting authority. Any leave beyond 2 days should be supported by documents.

3) CASUAL LEAVE(CL):

All permanent employees in grade of Management I & below will be eligible for 12 days CL during the financial year on prorate monthly basis. Employee in the grade of Management II and above can avail only 1CL at a time up to a mean of

12days/year.

4) Maternity Leave (ML):

The female employee who had completed 6 months service is eligible up to 180 days of paid leave.

5) Child care leave(CCL):

35

QWL

Child care leave will be provided after maternity leave in case the child is born with complications (certificate from the doctor is mandatory). This leave will be given up to maximum of 3months. In the period of child care leave, Salary will not be paid to the employee.

To know the opinion of the employee towards the hierarchy and their support for the individual development in the organisation:

The hierarchy in ICICI plays a active role in the increase performance of the individual employee in turn increases the organisations growth.

At any point of time the management stand behind the employee in case if any problem to the officer. They also share their expectations and understanding of the employee so that the communication between both of them is increased.

Performance analysis is the study of all the factors influencing the performance of an employee on his job. These factors could have a facilitating or hindering effect on the performance of the job. They are accordingly known as facilitating and inhibiting factors.

Performance analysis reduces the subjectivity in the appraisals are appraiser assesse not only the level of performance achieved by the

36

QWL

employee but also assess the condition under which the employee has accomplished what ever he has accomplished.

For example, A phone banking executive might not be reaching his targets because of his lack of his good communication skills. Here lack of good communication skills acted as inhibiting factor. Another executive might be performing exceedingly well because of appreciative superiors and supportive staff.

Here good superiors and subordinates facilitated his performance. The superiors should know the nature and extent of effort put in by the employee.

The superior should know the difficulties faced by the employee. They should also know the extent to which the employee is aware of his own strengths and weaknesses in relation to his performance different tasks.

The Superior should then use this understanding and knowledge to reinforce the strengths of the employee in identifying the capabilities and targets for discussions, identification of developmental needs and action plans.

Identification of factors that have helped the employee to reach the level of performance he achieved in relation to various activities, targets and various other functions associated with his job. These are called “Facilitating factors”. Identification of factors that have prevented the employee from doing better or those that hindered his performance. These are called “Hindering factors”.

37

QWL

Identifying developmental needs for better performance on critical functions associated with present role.

To know the opinion of the employee towards the Performance appraisal System in the organisation:

Performance Appraisal:

Performance appraisal is the process of evaluating the performance and qualifications of the employee’s performance of a job in terms of its requirements.

Performance Analysis:

Performance analysis is an important component of appraisal. Any

ratings

to

the

appraisees should be given only

after a through analysis

of

performance.

 

Performance bonus:

All the permanent employees of the bank are eligible to participate in the (Banks performance) Bonus plan. There is no guarantee performance bonus. Bonus payout to employees is done as per criteria approved by the board everywhere.

The performance of the employee is scored based on their goals set at the beginning of the year and their efforts put forward in order to achieve the said goals.

38

QWL

The performance of the employee is reviewed weekly, monthly, and annually. Based on this performance and the improvement in performance, the appraisal will be given to the employee.

EMPLOYEE PERFORMANCE REVIEW:

Process Description:

This document aims at providing guidelines for conducting reviews to operations voice and non voice and support functions across locations at the customer service phone banking group.

Reviews need to be of 3 types:

Weekly Review:

Meeting with channel heads/functional heads.

Meeting to be conducted via a concall.

Performance of skills and functions to be shared.

Areas of concerns to be highlighted.

Suggestions to be asked to address the concerns.

Best practices to be shared.

MIS’s to be maintained.

Type 1:

39

QWL

Review : CSB Head Frequency: Monthly. Attendees: CSPB Centre head, Channel Heads. Duration : 1 hour

Agenda:

Review of last months performance of the team.

Hits and misses.

Tips or Suggestions on improvement.

Action plan for the following month.

Type 2:

Review : Channel Head Frequency: Monthly. Attendees: Channel manager, TM’s and TL’s. Duration : 1 hour

Agenda:

Review of last months performance of the team.

Hits and misses.

Tips or Suggestions on improvement.

Action plan for the following month.

Design a road map on acting upon the action plan.

Best practices of the weekly meet to be percolated to the team

Process Description:

40

QWL

Ensure following of standard process in practicing the performance review process and implementing the same. To Ensure the process on performance review and correction action is standardized and documented. To ensure the accuracy and the timeliness of the same is measured.

Performance Review and Corrective Action:

Following are the steps for the overall process of performance

Identification of need for performance review

The following may be the trigger points :

External Factors:

Meeting the SLAS

Reduction in Customer satisfaction scores

Internal Factors:

Team performance

Individual performance

Internal Audit Scores

Review:

41

QWL

This refers to the process of review by the process owner. This step will determine the efficiency of performance review.

The review may be done by the following steps:

Data collation on all the goals in the balance score card.

Performance compensation on the individual metrices against targets.

Performance compensation against the peer performance.

Each PBO to be ranked on the individual metrices.

Depending on the ranking the bottom 10% of the PBOs to be recommended back to basics.

Abbreviations:

Respective skills initials:

Channel head – CH Business Development Head – BOH Channel manager – CM Business Development Manager – BOM Team manager – TM, Team Leader – TL

42

Level 3 Review:

QWL

Assessment to be conducted every quarterly by spoc’s

Opportunities for Improvements (OFI’s) and strengths to be shared with all

CM’s by Spoc’s. Action points to be discussed with the CM’s by Spocs.

Process walks to be conducted during assessment.

Business solving projects to be identified by each skills from time to time.

Project leader and team members to be appointed by each skill to work on

the project. The Project Champion would be the business manager of that particular skill.

The results of the performance will decide Performance appraisal of the employee at the end of the year. Every year in March the Annual performance of the employees is rated based on the set matrices and later the organisational structure changes due to change in the officer levels due to promotions.

43

QWL

To

know

the opinion

of the employee towards the approach of the

organisation for the value of their health:

ICICI has taken a Mediclaim family floater policy with ICICI Lombard General Insurance Co. Ltd (ILGI) where in employee and his/her dependents are covered under this policy. The persons entitled for the coverage are spouse, dependent employee parents & Children.

Parents are covered up to the age of 80years and children are

covered up to the age of 24years. If the parents, Spouse or children are employed and are getting

hospitalisation benefit from their employers then they are not entitled for coverage under our policy. For hospitalisation claim to be eligible a minimum of 24hours stay

is required with the exception of Cataract, Dialysis, Chemotherapy, and angiography. Each employee can cover a maximum of 6 persons including self

under the above policy. The employee and his dependents are covered for a sum of Rs. 4lac per annum.

DOMICILLARY BENEFIT:

Each employee is entitled to a sum of Rs.1250/- per month towards

domiciliary expenses for family. The amount will be paid every month through salary.

44

QWL

Every year before march 10, the employee has to give a declaration on the amount incurred on Domiciliary Medical Expenses along with the other proof of investments to salary section.

The relevant bills are to be kept with the employee.

To know the opinion of the employee towards the quality control of the organisation:

The performance of the employees is constantly monitored by the TL and TM directly and indirectly by the CM and CH in the basic job roles of the employee.

Where as the quality in the work life is monitored by TL and the Spocs in the individual teams.

To maintain the quality in the work ICICI believes that there should be a good relation between the employee with the boss or co employees.

ICICI believes in team work and the quality is maintained by the officer the same is monitored by their bosses, other departments in the systems.

Everything in ICICI is well set, with accuracy such that there is no chance of dispute later.

45

QWL

To know the opinion of the employee towards the Team building, team management and team work in the organisation:

A Fundamental belief in Organisation Development is that work teams are the building blocks of an organisation. A second belief is that teams must manage their culture, processed, systems and relationships if they are to be effective.

Teams are important for a number of reasons.

Individual behaviour is routed in the - cultural norms and values of the work team.

Many

so complex they cannot be performed by

tasks

are

individuals. Terms create synergy.

 

Teams

people’s

satisfy

needs

for

social

interaction,

status,

recognition and respect – teams nurture human nature. Lets us discuss the potential of teams and team work and explore ways to realise that potential.

A number of organisation development interventions are specifically designed to improve team performance.

Example: Team building, inter-group team building, process consultation, quality circles, parallel learning structures, sociotechnical systems programs.

Grid Organisation development and techniques such as role analysis technique, role negotiation technique and responsibility charting.

46

QWL

These interventions apply to formal work teams as well as start-up teams, cross-functional teams, temporary teams, and the like.

Team-building activities are now a way of life for many organizations. Teams periodically hold team-building meetings, people are trained in – group dynamics and group problem-solving skills, and individuals are trained as group leaders and group facilitators.

Organizations using autonomous work groups or self-directed teams devote considerable time and effort to ensure that team members possess the skills to be effective in groups. The net effect is that teams perform at increasingly higher levels, that they achieve synergy, and that teamwork becomes more satisfying for team members.

Investors are discovering why some teams are successful while others are not. Larson and Lafasto found eight characteristics that are always present in successful teams:

A clear, elevating goal;

A results-driven structure;

Competent team members;

Unified commitment;

A collaborative climate;

Standards of excellence;

External support and recognition; and

Principled leadership

47

QWL

All these characteristics are required for superior team performance; when any one feature is lost, team performance declines. High – Performance teams regulate the behaviour of team members, help each other, find innovative ways around barriers, and set ever-higher goals. It is also discovered that the most frequent cause of team failure was letting personal or political agendas take precedence over the clear and elevating team goal. A group of individuals becomes a team only when committed to achieving high-performance goals. Without demanding performance goals, groups never jell into teams. Therefore, they write, “Organisational leaders can foster team performance best by building a strong performance ethic, rather than by establishing a team-promoting environment alone.” A Key characteristic of high-performance teams is Discipline. “Groups become teams through disciplined action. They shape a common purpose, agree on performance goals, define a common working approach, develop high levels of complimentary skills, and hold themselves mutually accountable for results.

And, as with any effective discipline, they never stop doing any of these things.” It’s hardwork for groups to become teams, but hard work is required to create high - performance organizations.

It is believed that teams will become even more important in the future.

In

fact, most

models of the

‘organisation of future’ that we hear about –

‘networked’, ‘clustered’, ‘non-hierarchical’, ‘horizontal’, and so forth – are premised on teams surpassing individuals as the primary performance unit.

48

QWL

Tom Peters asserts in Liberation Management that cross-functional, autonomous, empowered teams are what the best organisations are using right now to outdistance the competition.

Small project teams have the ability to produce high quality, superior customer service, flexible response, and continuous learning. High responsibility, clear objectives, and high accountability drive these project teams to outperform traditional organisation structures on every measurable dimension.

Projects are the work of the future; teams will perform projects. Interestingly, normal hierarchical considerations become obsolete for these project teams – you could be the boss of one team, and report to one of your subordinates on another team.

Teams have always been an important foundation of OD, but there is a growing awareness of the teams’ unique ability to create synergy, respond quickly and flexibility to problems, find new ways to get the job done, and satisfy social needs in the workplace.

To know the opinion of the employee towards organisational approach towards them and their family , benefits provided to the employee and various other accidental claims:

EMPLOYEES CHILDREN SCHOLARSHIP SCHEME:

The scholarship scheme is envisaged to help employees to meet the educational requirements of their children who are exceptionally outstanding in their studies.

49

QWL

The following are the eligibility criteria for employees to avail this facility for their children. Minimum number of years service: 3 years and Minimum performance rating: 4

Eligibility courses:

IN INDIA: Graduate and postgraduate programmes in professional

fields such as

medicine, engineering, law, architecture etc.

 

OVERSEAS:

Postgraduate

or

professional

programmes

such

as

management, medicine, engineering, law, architecture etc.

In awarding the scholarship the following criteria will be used:

The student should have an outstanding academic performance and

scored 80% marks (overall) at HSC level for graduate programmes and 60% at graduate level for post-graduation programmes. Admission sought/secured in well-known universities and educational

institutes. Students can avail this benefit only for one course. ( In case the benefit is availed for one course, the student will not be eligible for the benefit for any other course in future )

The benefit will not be available in the cases where the child is currently employed or had been employed in the past.

50

Funding criteria:

QWL

Scholarship will cover current and subsequent years only.

Scholarship will be available for the prescribed duration of the course

with a maximum of 5 years. Scholarship amount within India per year would be not exceeded 2/3 rd

of expenses or Rs. 1.5 lack/year which ever is lower. Scholarship amount outside India will not exceed 50% of the expenses

or Rs. 5 lack/year whichever is lower. The following expenses are covered under scheme.

  • 1. Tuition fee

  • 2. Admission fee

  • 3. Text books relevant to the course.

Procedure of payment:

Payment will be based on the production of the actual receipts/bills. The

payment

will be credited to the students’ ICICI bank account.

Continuation of scholarship:

The students must successfully clear each annual/ semester examination securing at least 60% of marks for continuation of the scholarship. Proof of passing certificate with % of marks is to be submitted while applying for the benefit of the next year / semester.

51

How to claim:

QWL

The eligible students can apply for the benefit. The application form is available under e-forms on the internet.

The copy of the mark sheet, original fee receipt and other supporting documents are required, to be send to HMRG, ICICI Bank Ltd., 6 th floor- Trans Trade Centre, Near Floral Deck Plaza, MIDC, SEEPZ, Andheri ( East ), Mumbai – 400093. The eligible scholarship will be credited to the bank account of the student after deducting applicable tax.

Employee stock option scheme:

ESOS is granted to employees as per criteria approved by the board everywhere.

To know the opinion of the employee towards the travel claims and transport facilities provided by the organisation:

LEAVE TRAVEL ALLOWANCES:

52

QWL

For the grade Manager – 2 and above, leave travel allowance (LTA) is a part of supplementary allowance. The grade wise eligibility for the grades Manager – 1 and below is given below:

GRADE

ANNUAL ELIGIBILITY

Manager – 1 / M-1

 

Rs. 24,000

 

Assistant manager – 1 and 2

 

Rs.24,000

 

Senior officer / Senior secretary / S3 / S4

 

Rs. 20,000

 

Officer / Secretary / S1 and S2 / Junior officer

 

Rs.12,000

 

Clerks

 

Rs. 12,000

 

Assistants

 

Rs. 12,000

 

Service staff – 1 and 2

 

Rs. 9,600

Junior service staff

 

Rs. 8,000

Officer trainees / Trainees / PTO

Not

eligible

for

this

benefit

The LTA is paid monthly through salary.

How to claim tax rebate:

For claiming tax rebate on LTA, the employee has to declare the amount incurred on his / her travel in the ‘Investment’ site under the human resources of ICICI bank universe (applicable to all grades).

53

QWL

The original train / air tickets have to be submitted at the end of the year to the salary section along with the other investment proofs declared for the year.

Road travel has to be compulsorily supported by toll tax receipts and other supporting documents.

Expenses towards travel abroad will not be considered for tax rebate as per the IT rules. Tax rebate as per It rules can be provided only twice in a block of 4 years and the current block is 2006 – 2009.

Minimum 2 days leave should be availed for availing tax rebate.

To know the opinion of the employee towards their salary paid for their services:

SALARY AND ALLOWANCES:

Basic ay and supplementary allowances are two components of salary and allowances. The proof of expenses for car maintenance for those who have taken the company car under the schedule and expenses on travel tickets for leave travel allowances need to be submitted at the end of the year.

For claiming tax rebate the option to choose the payment will be available once in the year, unless and until there is a change in the supplementary allowances. Lunch expenses reimbursement is a part of the supplementary allowance and no other claim for reimbursement will be allowed.

54

QWL

On transfer to new locations, the supplementary allowance will be readjusted.

MANAGER – 1 AND BELOW:

The salary and allowances includes basic salary, location specific house rent allowance, convergence allowance, transport allowances, medical allowances, additional HRA. If opted for a loan encashment and leave travel allowances, lunch expenses reimbursement then payable along with salary.

To

know

the opinion

of the employee towards the approach of the

organisation for the value of their Self respect:

ICICI has the complete control in the employee- employee relation ship. In case of any adverse conditions where the self respect of the employee is getting impacted, ICICI will never take a way back to take the disciplinary action on the other employee who held responsible for the situation with proper investigation. Thus creating the faith and trust on the organisation and feel comfortable to work with. To know the opinion of the employee towards the approach towards the Business Continuity management in the organisation:

ICICI stands first in case of analysis of market condition and in guessing the problem and finding the solution immediately before the problem exists. The competency level of ICICI play a major role in planning or decision making in case of any adverse situation.

55

QWL

QWL 56
QWL 56

56

QWL

QUALITY OF WORK LIFE

1.

Data of the employee opinion on various leaves provided and their rules:

The total employees whose opinion is considered for the study are 150.

Number of female employees: 75

Number of male employees: 75

Female Unsatisfied Satisfied Unsatisfied Satisfied Employees - Employees - Emplyees - Emplyees - Male Male 80
Female
Unsatisfied
Satisfied
Unsatisfied
Satisfied
Employees -
Employees -
Emplyees -
Emplyees -
Male
Male
80
Female
0
10
20
30
Serie
40
50
60
70

57

INTERPRETATION:

QWL

All the employees in the study gave the information that they are satisfied with the number of leaves which they are eligible for.

Employees

partially

satisfied

are

with

the

way

they

need to

approach to avail the leave. The leave will be give to the employees based on the availability of manpower and the same is segregated based on department > unit > Team > and within the team.

Employee who want to avail leave need to inform the immediate

supervisor prior 15 days. The Immediate Superior (Team Leader) will check with the rest of the availability in the team and then forward the same to his boss (Team Manager).

The Team manager

will check

with the availability

in

the

in

complete unit and then forward the details to the roistering team for getting the same properly planned for the manpower management. The roistering team has in turn designed the Leaves in such a way

that the Unit manager/ Team manager will have certain power to approve the leaves under his level. If the Team manger level is crossed for the leave approval and there

is any necessary and sudden medical requirements for employee then the same will be checked and get approved by the Roistering team. Roistering team is the team which will plan the weekly off / Training off, Breaks and Shift timings, Monitor the Leaves.

58

QWL

  • 2. Data of the employee opinion on the technology used :

- 20 2006 - 20 2007 - 20 2008 - 20 2009
- 20
2006
- 20
2007
- 20
2008
- 20
2009

Percentage of acceptance of ICICI Technology across market

INTERPRETATION:

The employees of ICICI are satisfied with the technology used by the bank.

Technology acts as one of the component which enhances the customer relationship.

59

QWL

  • 3. Data of the employee opinion on Infrastructure :

Spacio Hygeni Pleasa Stylish
Spacio
Hygeni
Pleasa
Stylish

QUALITY VS INFRASTRUCTURE

INTERRETATION:

The environment or infrastructure in ICICI is pleasant, spacious, stylish and hygienic.

60

QWL

  • 4. Data of the employee opinion on team building :

Team Number of Employees Assigned 8 16 14 12 10 Channel Manager Channel Team Leader manager
Team
Number of Employees Assigned
8
16
14
12
10
Channel
Manager
Channel
Team Leader
manager
6
4
2
0
Designation
Head
Serie
Serie
Team Number of Employees Assigned 8 16 14 12 10 Channel Manager Channel Team Leader manager
Team Number of Employees Assigned 8 16 14 12 10 Channel Manager Channel Team Leader manager

INTERPRETATION:

Every team is headed by a Team Leader and Every team will have 15 junior/senior officers.

Every Team leader will again report to a Team manager. Team manager

will have 8 Team Leaders reporting to him. Every Team manager in turn reports to Channel manager.

Channel manager will report to Channel head.

The above mentioned team structure comprises of junior and middle management.

This Team Structure is to concentrate on each and every employee and make the employee comfortable to work in the organisation.

Even the personal and professional problems of the employee can be solved and make the performance met the organisational standards.

61

QWL

5.

Data of the employee opinion on employee benefits, allowances, health care policies provided :

0 100 80 60 40 20 NUMBER OF EMPLOYEES SATISFIED self insurance Salary EGES
0
100
80
60
40
20
NUMBER OF
EMPLOYEES
SATISFIED
self insurance
Salary
EGES

BENEFITS VS EMPLOYEE

BENEFITS

Serie

0 100 80 60 40 20 NUMBER OF EMPLOYEES SATISFIED self insurance Salary EGES BENEFITS VS
NUMBER OF 88 90 92 94 96 98 SATISFIED EMPLOYEES 100 family BENEFITS VS EMPLOYEE BENEFITS
NUMBER OF
88
90
92
94
96
98
SATISFIED
EMPLOYEES
100
family
BENEFITS VS EMPLOYEE
BENEFITS
Performance
Series
insurance to
Bonus

INTERPRETATION:

ICICI gives several benefits to the employee like allowances, insurance for self as well as for family, performance bonus etc.

62

QWL

QWL 63

63

QWL FINDINGS  The infrastructure is found healthy and hygienic and many of the employees are
QWL
FINDINGS
 The infrastructure is found healthy and hygienic and many of the employees
are satisfied with the present environment to work with.
 There is a positive attitude towards ICICI and the company is also in the
leading position in the banking sector.
 The technology opted by ICICI is a benchmark and some other financial
institutions also follow this.
 ICICI has the highest E-Learning library which helps in grooming the
employees for higher levels.
 The employees are not satisfied with the procedure of availing the leave
 The employees are satisfied with the number and types of leaves provided
to them.
 The Quality control systems of the organisation helps the employee to avoid
the mistakes and improve their performances
 Employees in ICICI are always supported by the hierarchy in their personal
and professional life.
 The Security systems are user friendly and risk free in ICICI.
 The travel claims and transport facilities provided by ICICI are easy to avail
and secured enough to travel with.
64

QWL

The Travel benefits and discounts given by ICICI are World wide and can be utilised under the employee scheme.

SUGGESTIONS

Creation of feasibility in the process of utilisation of the leaves provided to the employee. To improve the relation between the senior management of the company and the first level employees. Should concentrate more on the six sigma process feedbacks to improve the relation between subordinate and boss in turn achieve the organisational goals.

65

QWL

QWL 66

66

QWL

BIBLIOGRAPHY

INTERNET

BOOKS

Human Resource and Personnel Management – William Wrether

ICFAI University Press – HRM Review

67