Quality of Work Balance ICICI BANK

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A Project Report on
QUALITY
of
WORK BALANCE
At
ICICI Bank
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:
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2014-2015
DECLARATION
I, Sandhya Rani Chundi the under signed here by declare

that Project report entitled THE QUALITY OF WORK BALANCE
in ICICI BANK, 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:
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Sandhya Rani Chundi
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
BALANCE in ICICI BANK LTD, Hyderabad Under my guidance.
All the details collected & furnished by her are true & original to My
Knowledge.
Place: Hyderabad
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Date:
Mr.JAHANGIR
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.
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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.
CONTENTS
INTRODUCTION
NEED FOR THE STUDY
METHODOLOY
SCOPE OF THE STUDY
PERIOD OF THE STUDY
LIMITATIONS OF THE STUDY
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OBJECTIVES OF THE STUDY
CHAIRMANS FOREWORD
QUALITY OF WORK BALANCE ANALYSIS
FINDINGS AND SUGGESTIONS
BIBLIOGRAPHY
ABSTRACT
In the era of Globalization of market economy, hyper competition and
uncertainty of rapidly changing environment the success of an Organization
depends on the strategies adopted to improve the Quality of Work Balance
of employees. A growing number of todays Organizations recognized that
Quality of Work Balance is one o the human resource strategies to promote
and maintain an orderly atmosphere for employees to work effectively.
Quality of Work Balance refers to the quality of relationship between
employees and total work environment of an organization. QWB is a
collective responsibility of the management, employees, and leaders of the
union, Government and behavioral scientists. Quality of Work Balance in
an Organization is a function of management practices that are valued by
customers.
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Quality Of Work Balance programs when implemented lead to greater
growth and development of the individual as a person as a productive
employee of an Organization, develop trust between managers and
employees, attract and keep talented staff, build strong employee
commitment, strengthen work place learning and improve overall
effectiveness of an Organization.
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INTRODUCTION
The term refers to the favourableness or unfavourable ness of
a total job environment for people. QWB 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 QWB
program include open communications, equitable reward systems, a
concern for employee job security and satisfying careers and
participation in decision making. Many early QWB efforts focus on
job enrichment. In addition to improving the work system, QWB
programs usually emphasise development of employee skills, the
reduction of occupational stress and the development of more cooperative labour-management relations.
A Rationale
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Forces For Change

Humanised Work Through QWB
Job Enlargement vs. Job Enrichment
Difference between job enrichment and job enlargement
Job enrichment
Job
enrichment
and enlargement
Routine job
Job enlargement
Higher-order
Lowerorder
Few
Many
Applying Job Enrichment
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
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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.
Management Support.
METHODOLOGY
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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.
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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
31stJanuary, 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.
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SCOPE OF THE STUDY

The study confirms itself to the quality of work
balance 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.
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The study covers only the Quality of Work Balance

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.
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.
Technology of the organisation.
3. To know the opinion of the employee towards the Security
systems of the organisation.
Allowances and Employee benefits provided by the
organisation.
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5. To know the opinion of the employee towards the Various

Leave Policies of the organisation.
hierarchy
and
their
support
for
the
individual
development in the organisation.

Performance appraisal System in the organisation.
approach of the organisation for the value of their health.
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.
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.
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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.
RESEARCH METHODOLOGY
RESEARCH DESIGN
Research methodology, which is followed by researcher,is Descriptive
study .
RESEARCH METHODS
PRIMARY DATA:The primary data has been collected through the Questionnaire. The
Questionnaire has been properly prepared in order to cover all the
Information required for the study. The primary data has been obtained by
interaction with the officials and staff in the division in the organization and
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also obtained through the Questionnaire distributed to the persons in
different departments in that particular division
SECONDARY DATA:1. Through the Annual reports of the corporation, from the Manuals
and also from records available in the organization. Some other
data also collected from the reports, registers and books and from
the files available in the organization.
2. Information collected from various HRM books.
SAMPLING PLAN
SAMPLE DESIGN:The method of sampling used was Random sampling. Random
sampling from a finite population refers to that method of sample
selection which gives each possible sample combination an equal
probability of being picked up and each item in the entire population to
have equal chance of being included in the sample
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SAMPLE SIZE:The researcher has allowed to do the project in particular division in the
organisation. The study is limited to only that particular division.
TOTAL SIZE : 200
SAMPLE SIZE: 50
Keeping in view of the above objectives of the study,an objective type
Questionnaire
is prepared and distributed to 50 persons for the sample and collected
opinions.
LIMITATIONS
Though adequate care has been taken while doing the project. This
Project still suffers from certain limitations. They are
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The Quality of WORK BALANCE involves a wider range. The

present study examines it from identified and selected
dimensions only. However it is possible that there may be other
factors which might not have been covered in this study.
Some respondents did not properly respond to the Questionnaire;

thus to eliminate this aspect the researcher has also conducted
some personal interviews.
The Management allowed the researcher to collect the data from

the limited respondents only.
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Chapter III
Company Profile
COMPANY PROFILE
ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment
Corporation of India) is India's largest private sector bank by market
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capitalization and second largest overall in terms of assets. Bank has
total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009
and profit after tax Rs. 37.58 billion for the year ended March 31, 2009.
[1]. The Bank also has a network of 1,449 branches and about 4,721
ATMs in India and presence in 18 countries, as well as some 24 million
customers (at the end of July 2007). ICICI Bank offers a wide range of
banking
products
and
financial services to
corporate
and
retail
customers through a variety of delivery channels and specialized

subsidiaries and affiliates in the areas of investment banking, Balance
and non-Balance insurance, venture capital and asset management.
(These data are dynamic.) ICICI Bank is also the largest issuer of credit
cards in India.[2]. ICICI Bank has got its equity shares listed on the
stock exchanges at Kolkata and Vadodara, Mumbai and the National
Stock Exchange of India Limited, and its ADRs on the New York Stock
Exchange (NYSE). The Bank is expanding in overseas markets and has
the largest international balance sheet among Indian banks. ICICI Bank
now has wholly-owned subsidiaries, branches and representatives
offices in 18 countries, including an offshore unit in Mumbai. This
includes wholly owned subsidiaries in Canada, Russia and the UK (the
subsidiary through which the HiSAVE savings brand[3] is operated),
offshore banking units in Bahrain and Singapore, an advisory branch in
Dubai,
branches
in
Belgium,
Hong
Kong
and
Sri
Lanka,
and
representative offices in Bangladesh, China, Malaysia, Indonesia, South

Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank
is targeting the NRI (Non-Resident Indian) population in particular.
ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a
1.29% increase in total income to Rs. 9,712.31 crore in Q2 September
2008 over Q2 September 2007. The bank's current and savings account
(CASA) ratio increased to 30% in 2008 from 25% in 2007.
ICICI Balance Insurance Company is a joint venture between ICICI Bank, a

premier financial powerhouse, and prudential plc, a leading international
financial services group headquartered in the United Kingdom. ICICI
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Prudential was amongst the first private sector Insurance companies to
begin operations in December 2000 after receiving approval from Insurance
Regulatory Development Authority (IRDA).
ICICI Prudentials capital stands at Rs.18.15 billion with ICICI Bank and
Prudential plc holding 74% and 26% stake respectively. For the period
April- December 2006, the company garnered new business weighted
premium of over of Rs.2, 302 crore and wrote over 1.1 million policies. The
company has assets held to the tune of over Rs.13000 crore.
ICICI Prudential is also the only private Balance insurer in India to receive
a National Insurer Financial strength rating of AAA (Ind) from Fitch
ratings. The AAA (Ind) rating is the highest rating, and is a clear assurance
of ICICI Prudentials ability to meet its obligations to customers at the time
of maturity or claims.
For the past six years, ICICI Prudential has retained its position as the No.1
private Balance insurer in the country, with a wide range of flexible
products that meet the needs of the Indian customer at every step in life.
DISTRIBUTION
ICICI Prudential has one of the largest distribution networks amongst
private Balance insurers in India. As of December 31, 2006 it had
commenced operations in over 360 cities and towns in India, stretching
from Bhuj in the west to Guwahati in the east, and Jammu in the north to
Trivandrum in the south, and had over 175,000 advisors.
The company has 18 bancassurance partners, having tie-ups with ICICI
Bank, Bank of India, Federal Bank, South Indian Bank, Lord Krishna Bank,
all regional rural banks sponsored by Bank of India, as well as some co-
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operative banks. It has also tied-up with NGOs, MFIs and corporates for
the distribution of rural policies.
PROMOTERS
ICICI Bank
ICICI Bank is Indias second largest bank and largest private sector bank
with assets of Rs.2823.72 billion as on September 30, 2006. ICICI Bank
provides a broad spectrum of financial services to individuals and
companies. This includes mortgages, car and personal loans, credit and
debit cards, corporate and agricultural finance. The bank services a growing
customer base through a multi-channel access network which includes over
635 branches and extension counters, 2325 ATMs, call centers and internet
banking.
PRUDENTIAL Plc
Established in London 1848, Prudential Plc, through its businesses in the
UK and Europe, the US and Asia, provides retail financial services products
and services to more than 21 million customers, policyholder and
unitholders worldwide. Prudential has brought to market an integrated
range of financial services products that now includes Balance assurance,
pensions, mutual funds, banking, investment management and general
insurance. IN Asia, Prudential is the leading European Balance insurance
company with a vast network of 23 Balance and mutual fund operations in
12 countries- China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia,
The Philippines, Singapore, Taiwan, Thailand and Vietnam.
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VISION
To make ICICI Prudential the dominant Balance and Pensions player built
on trust by world-class people and service.
This can be achieved by:
Understanding the needs of customers and offering them superior

products and service.
Leveraging technology to service customers quickly, efficiently and

conveniently.
Developing and implementing superior risk management and

investment strategies to offer sustainable and stable returns to our
policyholders.
Providing an enabling environment to foster growth and learning for our

employees.
VALUES
Every member of ICICI Prudential team is committed to 5 core
values: - Integrity, Customer First, Boundaryless, Ownership,
and Passion. These values shine forth in all they do, and have
become the keystones of their success.
BOARD OF DIRECTORS
The ICICI Prudential Balance Insurance Company limited board
comprises reputed people from the finance industry both from India
and Abroad.
Mr. K.V.Kamath, Chairman
Mr. Barry Stowe
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Mrs. Kalpana Morparia
Ms. Shikha Sharma, Managing Director
Mr. N.S.Kannan, Executive Director
Mr. Bhargav Dasgupta, Executive Director
PRODUCTS OF ICICI PRUDENTIAL

ICICI Prudential Balance Insurance offers a range of innovative,
customer-centric products that meet the needs of customers at every
Balance stage. Its products can be enhanced with upto 4 riders, to
create a customized solution for each policyholder.
SAVINGS & WEALTH CREATION PRODUCTS

1. Cash Bak
2. Save n Protect
3. Balance Time Super & Balance Time Plus
4. Balance Link Super
5. Premier Balance Gold
CHILD PLANS
Education Insurance under Smart kid
RETIREMENT SOLUTIONS
1. Forever Life
2. Lifetime Super Pension
3. LifeLink Super Pension
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4. Immediate Annuity
HEALTH SOLUTIONS
1. Health Assure and Health Assure Plus
2. Cancer Care
3. Diabetes Care
GROUP INSURANCE SOLUTIONS

1. Group Gratuity Plan
2. Group Superannuation Plan
3. Group Immediate Annuities
4. Group Term Plan
FLEXIBLE RIDER OPTIONS

1. Accident & Disability Benefit
2. Critical Illness Benefit
3. Income Benefit
4. Waiver of Premium
CHAIRMANS FOREWORD
The ICICI BANK LIMITED has thrown open the doors to a

world of seamless opportunities. Time and space barriers no longer
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hold any significance. Thanks to the pervasiveness of IT and the

advent of the Internet, theres 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.
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To know the opinion of the employee towards the

Technology of the organisation:
The ICICI group technology team is headed by Mr.
Paver okra, 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.
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These Verticals bring in the cutting edge technology

with clear focus of low cost, scalable, and highly
sustainable technology solutions for the bank.
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:
Compliance Activities:
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ISMS (INFORMATION SECURITY MANAGEMENT SYSTEM)

Operational Risk
Sox Activities
Emergency Response Procedure (ERP)
Data Storage Policy
Knowledge Transition (Handover Document)
Physical Security Dos & Donts:
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.
Passwords Dos:
Keep passwords secret.

Change at regular intervals with Strong passwords Minimum 8
characters.
Five S review Process:
Audit to be conducted every month.

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Centre co-ordination to necessary check the authenticity of the

audit.
OFIs and scores centre wise and floor wise to be shared with
all CMs, Channel heads and CSPB head.
Respective floor co-ordination to ensure closure of OFIs in

co-ordination with centre co-ordination.
Sustenance to be checked and ensured by all floor coordinators

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 maintains 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.

Allowances and
Employee benefits provided by the
organisation:
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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
Mumbai, Delhi
10,00
7,000
5,000
7,500
5,000
3,500
5,000
4,000
3,500
3,500
3,000
3,000
CITY
A Class
0
B Class
Kolkata,
Pune,
Hyderabad,
Chennai, Bangalore, Ahmeabad

Patna,
Chandigarh,
Rajkot,
Srinagar, Coimbatore, Mysore,

Cochin,
C Class
Thiruvanantapuram,
Guvalior, Jabalur, Auragabad,

Nasik,
Amritsar,
Jodhpur,
Vadodara, Surat, Bhopal, Agra,

Allahabad,
and
other
state
capitals and urban towns
D Class
Others
Senior officers / Senior Secretary Rs. 2900/- per month,

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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.
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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
Senior officer / Senior secretary

Official secretary
3125
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.
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The grade wise convergence allowances for the grades

Manager 1 and below is given by:
GRADES
AMOUNT
PER
(Rs.)
Manager 1
5500
Management Trainee
5500
Assistant Manager 2
4000
Assistant Manager 1
2500
Senior officer / Senior Secretary
1000
Officer / Secretary
1000
Junior officer
800
The above amounts include tax free transport allowances of

Rs.800/- per month.
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HOW TO CLAIM PETROL REINBURSMENT:

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.
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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:

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.
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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.
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.
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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 when he / she are
eligible to get EGES reward.
EGES would be valid for applications with more than 1

year experience.
An employee has to claim EGES reward with in 6

months from referred candidate date of joining.
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.
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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.
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
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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:
GRADE
Chief Manager 1/ Chief Manager 2
REWARD AMOUNT
Rs. 20,000/42
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Manager 1 / Manager 2
Rs. 15,000/-
Assistant Manager 2
Rs. 10,000/-
Assistant Manager 1
Rs. 5,000/-
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.
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
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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
each year
15 days base salary for
services.
More than 10 years
30 days base salary for
each year of service with a maximum of 20 years.
Super annnuation fund:

Those who have opted for super annnuation scheme
will be members of this fund. Bank contributes 15% of
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base pay to this fund every year. On the occasion of

service 1/3rd of corpus will be paid by the insurance
company pension will be paid for Balance 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.
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To know the opinion of the employee towards the Various

Leave Policies of the organisation:
The leave policy of the organisation is to meet the following:a) To meet the diverse Balance 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.
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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 1st April of the year under consideration.
Maximum 21 days leave will be earned for the 1st year

of service prorated on the number of days worked.
From 2nd year onwards maximum 28days leaves will be
earned for each year of service. Only confirmed
employees are eligible for the PL.
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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
<31
30
31-50
60
51&above
180
48
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Number of leave days

200
180
160
140
120
100
80
60
40
20
0
<31
31-50
51&above
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LEAVE ENCASHMENT RULES :

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):
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The female employee who had completed 6 months service is eligible

up to 180 days of paid leave.
5) Child care leave(CCL):

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

Performance appraisal System in the organisation:
Performance Appraisal:
Performance appraisal is the process of evaluating the
performance and qualifications of the employees performance of a
job in terms of its requirements.
Performance Analysis:
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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.
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.
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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.
MISs to be maintained.
Type 1:
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.
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Action plan for the following month.

Type 2:
Review : Channel Head
Frequency: Monthly.
Attendees: Channel manager, TMs and TLs.
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:
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.
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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:
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.

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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
Level 3 Review:
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Assessment to be conducted every quarterly by spocs

Opportunities for Improvements (OFIs) and strengths to be
shared with all CMs by Spocs.
Action points to be discussed with the CMs 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.
To know the opinion of the employee towards the approach

of the organisation for the value of their health:
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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.
Every year before march 10, the employee has to give a

declaration on the amount incurred on Domiciliary
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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 BALANCE 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.
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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 tasks are so complex they cannot be performed

by individuals.
Terms create synergy.

Teams satisfy peoples 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.
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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.
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 Balance 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 selfdirected 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:
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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
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
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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. Its 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.
Tom Peters asserts in Liberation Management that crossfunctional, 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
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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.
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.

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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.
Funding criteria:
Scholarship will cover current and subsequent years only.
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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 2/3rd 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.
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How to claim:
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., 6th 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:
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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
Manager 1 / M-1
ANNUAL ELIGIBILITY
Rs. 24,000
Assistant manager 1 and 2

Senior officer / Senior secretary / S3 / S4
Officer / Secretary / S1 and S2 / Junior officer
Clerks
Assistants
Service staff 1 and 2
Junior service staff
Officer trainees / Trainees / PTO
Rs.24,000
Rs. 20,000
Rs.12,000
Rs. 12,000
Not
Rs. 12,000
Rs. 9,600
Rs. 8,000
eligible for
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
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this
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Investment site under the human resources of ICICI bank

universe (applicable to all grades).
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
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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.
On transfer to new locations, the supplementary
allowance will be readjusted.
MANAGER 1 AND BELOW:
The salary and allowances includes basic salary,
location
allowance,
specific
house
transport
rent
allowance,
allowances,
medical
convergence
allowances,
additional HRA. If opted for a loan encashment and leave

travel allowances, lunch expenses reimbursement then payable
along with salary.

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
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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.

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.
Chapter IV
Data Analysis
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QUALITY OF WORK BALANCE
TABLE-1
OPINION ABOUT THE JOB ENVIRONMENT AND WORKING
CONDITION
Variables
Excellent
Good
Average
Poor
No of respondents
30
15
5
0
No of respondents in %
60%
30%
10%
0%
CHART-1
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Job environment and Working conditions
Average Poor
0%
10%
Excellent
Good
30%
Good
Excellent
60%
Average
Poor
INTERPRETATION
The above graph reveals that 60% of the employees feel that job
environment and working conditions are excellent ( i.e they are absolutely
satisfied).30% of the employees feel that job environment and working
conditions are good (i.e they are satisfied).10% of the employees feel that
job environment and working conditions are average(i.e they are partially
satisfied). 0%( i.e none of the employees feel job environment and working
conditions are poor).
TABLE-2
PERCEPTION ABOUT THE GROWTH AND SECURITY
OPPORTUNITIES
Variables
Excellent
Good
Average
No of respondents
25
10
15
50%
20%
30%
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Poor
0%
CHART-2
INTERPRETATION
The above graph reveals that50% of the employees feel that the
growth and security opportunities are Excellent that is they are absolutely
satisfied.20% of the employees feel that the growth and security
opportunities are Good that is they are satisfied.30% of the employees feel
that the growth and security opportunities are Average that is they are
partially satisfied.0% i.e none of the employees feel that the growth and
security opportunities are Poor.
TABLE -3
OPINION ABOUT THE CAREER-PLANNING PROGRAM IN THE
ORGANIZATION
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Variables
Excellent
Good
Average
Poor
No of respondents
20
20
10
0
40%
40%
20%
0%
CHART-3
INTERPRETATION
partially satisfied.0% i.e none of the employees feel that the growth and
TABLE-4
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PERCEPTION ABOUT THE PAY STRUCTURE IN THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
25
10
15
0
50%
20%
30%
0%
CHART-4
INTERPRETATION
partially satisfied. 0% i.e none of the employees feel that the growth and
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TABLE-5
OPINION ABOUT THE PROMOTION SYSTEM IN THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
10
25
10
5
20%
50%
20%
10%
CHART-5
INTERPRETATION
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TABLE-6
ABLE TO LEARN AND ACQUIRE NEW SKILLS IN THE
ORGANZATION
Variables
Excellent
Good
Average
Poor
No of respondents
25
15
10
0
50%
30%
20%
0%
CHART-6
INTERPRETATION
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TABLE-7
STEPS TAKEN FOR JOB ENRICHMENT FOR
EMPLOYEES
Variables
No of
respondents
10
Deliberate upgrading of
responsibility
Widening the scope of activities
14
Setting the challenges in work
20
Giving exposure to variety of jobs 6
No of respondents in
%
20%
28%
40%
12%
CHART-7
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INTERPRETATION
The above graph reveals that 20% of the employees feel that Job
Enrichment will lead to deliberate upgrading of responsibility. 28% of the
employees feel that Job enrichment will widen the scope of activities.40%
of the employees feel that Job Enrichment will set challenges in work.12%
of the employees feel that Job Enrichment will give exposure to variety of
jobs.
TABLE -8
PURPOSE OF JOB DESIGN AND GOAL SETTING IN THE
ORGANIZATION
Variables
It facilitates work flow
Effective co-ordination and integration
Positive impact on employee satisfaction
All the above
No of
respondents
7
18
5
20
14%
36%
10%
40%
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CHART-8
INTERPRETATION
The above graph reveals that14% of the employees feel that Job
Design and Goal setting will facilitate work flow. 36% of the employees
feel that Job Design and Goal setting will lead to effective co-ordination
and integration.10% of the employees feel that Job Design and Goal setting
will lead to positive impact on employee satisfaction.40% of
the employees feel that all the above three factors are important for Job
Design and Goal setting.
TABLE-9
PERCEPTION ABOUT INTEGRATION OF JOB, CAREER, FAMILY BALANCE
AND LEISURE
Variables
Excellent
Good
TIME
No of respondents
20
25
40%
50%
83
QWL
Average
Poor
5
0
10%
0%
CHART-9
INTERPRETATION
The above graph reveals that 40% of the employees feel that the
integration of job, career, family Balance and leisure time are excellent that
is they are absolutely satisfied.50% of the employees feel that the
integration of job, career, family Balance and leisure time are good that is
they are satisfied.10% of the employees feel that the integration of job,
career, family Balance and leisure time are average that is they are partially
satisfied.0% i.e none of the employees feel that the integration of job,
career, family Balance and leisure time are poor.
TABLE -10
84
QWL
OPINION ABOUT THE LEAVES PROVIDED BY THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
10
35
5
0
20%
70%
10%
0%
CHART-10
INTERPRETATION
leaves provided by the organization are excellent that is they are absolutely
satisfied.70% of the employees feel that the leaves provided by the
organization are good that is they are satisfied.10% of the employees feel
that the leaves provided by the organization are average that is they are
partially satisfied.0% i.e none of the employees feel that the leaves
provided by the organization are poor.
85
QWL
TABLE -11
LEAVE TRAVEL CONCESSION THAT IS PROVIDED BY THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
14
20
6
10
28%
40%
12%
20%
CHART-11
INTERPRETATION
leave travel concession provided by the organization are excellent that is
they are absolutely satisfied.40% of the employees feel that the leave travel
concession provided by the organization are good that is they are
86
QWL
satisfied.12% of the employees feel that the leave travel concession
provided by the organization are average that is they are partially
satisfied.20% i.e none of the employees feel that the leave travel concession
provided by the organization are poor.
TABLE-12
CANTEEN FACILITIES THAT IS PROVIDED BY THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
10
30
10
0
20%
60%
20%
0%
CHART-12
INTERPRETATION
87
QWL
canteen facilities provided by the organization are excellent that is they are
absolutely satisfied.60% of the employees feel that the canteen facilities
provided by the organization are good that is they are satisfied.20% of the
employees feel that the canteen facilities provided by the organization are
average that is they are partially satisfied.0% i.e none of the employees feel
that the canteen facilities provided by the organization are poor.
TABLE-13
TRANSPORT FACILITIES PROVIDED BY THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
12
33
5
0
24%
66%
10%
0%
CHART-13
88
QWL
INTERPRETATION
transport facilities provided by the organization are excellent that is they are
absolutely satisfied.66% of the employees feel that the transport facilities
provided by the organization are good that is they are satisfied.10% of the
employees feel that the transport facilities provided by the organization are
average that is they are partially satisfied.0% i.e none of the employees feel
that the transport facilities provided by the organization are poor.
TABLE -14
SANITATION AND CLEANLY MEASURES IN THE
ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
15
20
10
5
30%
40%
20%
10%
CHART-14
89
QWL
INTERPRETATION
sanitation and cleanly measures in organization are excellent that is they are
absolutely satisfied.40% of the employees feel that the sanitation and
cleanly measures in organization are good that is they are satisfied.20% of
the employees feel that the sanitation and cleanly measures in organization
are average that is they are partially satisfied.10% of the employees feel
that the sanitation and cleanly measures in organization are poor.
TABLE -15
OPINION ABOUT THE TRAINING GIVEN IN THE
ORGANIZATION
Variables
Excellent
Good
Average
No of respondents
26
20
4
52%
40%
8%
90
QWL
Poor
0%
CHART-15
INTERPRETATION
training in organization is excellent that is they are absolutely satisfied.40%
of the employees feel that the training in organization is good that is they
are satisfied.8% of the employees feel that the training in organization is
average that is they are partially satisfied.0% that is none of the employees
feel that the training in organization is poor.
TABLE-16
MANAGEMENT LIAISE BETWEEN THE EMPLOYEES AND THE
UNION
91
QWL
Variables
Excellent
Good
Average
Poor
No of respondents
10
20
5
15
20%
40%
10%
30%
CHART-16
INTERPRETATION
management liaise between the employees and union in organization are
excellent that is they are absolutely satisfied.40% of the employees feel that
the management liaise between the employees and union in organization are
good that is they are satisfied.10% of the employees feel that the
management liaise between the employees and union in organization are
average that is they are partially satisfied.30% of the employees feel that
the management liaise between the employees and union in organization are
poor.
92
QWL
TABLE -17
MANAGEMENT HAVE ADEQUATE COMMUNICATION WITH THE
EMPLOYEES
Variables
Excellent
Good
Average
Poor
No of respondents
15
20
10
5
30%
40%
20%
10%
CHART-17
INTERPRETATION
93
QWL
management have adequate communication with the employees in the
organization are excellent that is they are absolutely satisfied.40% of the
employees feel that the management have adequate communication with
the employees in the organization are good that is they are satisfied.20% of
the employees feel that the management have adequate communication
with the employees in the organization are average that is they are partially
satisfied.10% of the employees feel that the management have adequate
communication with the employees in the organization are poor.
TABLE-18
WORK AUTONOMY IN THE ORGANIZATION
Variables
Excellent
Good
Average
Poor
No of respondents
15
20
5
10
30%
40%
10%
20%
CHART-18
INTERPRETATION
94
QWL
The above graph reveals that 30% of the employees feel that work
autonomy in the organization are excellent that is they are absolutely
satisfied.40% of the employees feel that work autonomy in the organization
are good that is they are satisfied.10% of the employees feel that work
autonomy in the organization are average that is they are partially
satisfied.20% of the employees feel that work autonomy in the organization
are poor.
TABLE-19
AWARENESS
ABOUT
THE
QUALITY
OF
WORK
BALANCE IN THE ORGANIZATION

Variables
Excellent
Good
Average
Poor
No of respondents
25
10
10
5
50%
20%
20%
10%
CHART-19
95
QWL
INTERPRETATION
The above graph reveals that 50% of the employees feel that
awareness about the quality of WORK BALANCE in the organization are
excellent that is they are absolutely satisfied.20% of the employees feel that
awareness about the quality of WORK BALANCE work in the organization
are good that is they are satisfied.20% of the employees feel that awareness
about the quality of WORK BALANCE in the organization are average that
is they are partially satisfied.10% of the employees feel that awareness
about the quality of WORK BALANCE in the organization are poor.
TABLE-20
PERCEPTION ABOUT THE JOB SATISFACTION
Variables
Excellent
Good
Average
Poor
No of respondents
30
15
5
0
60%
30%
10%
0%
CHART-20
96
QWL
INTERPRETATION
The above graph reveals that 60% of the employees feel that job
satisfaction in the organization are excellent that is they are absolutely
satisfied.30% of the employees feel that job satisfaction in the organization
are good that is they are satisfied.10% of the employees feel that job
satisfaction in the organization are average that is they are partially
satisfied. 0% i.e that is none of the employees feel that job satisfaction is
poor.
97
QWL
CONCLUSIONS
Every organization to sustain in the industry has to satisfy some of the
basic needs and demands of its employees. Satisfied and motivated employees are
the source of achieving the organizational goals and objectives.
98
QWL
In order to use the maximum potential of the human resource, the
organization has to provide them with the best quality of their working life.
Therefore every organization needs to update and improve the quality of
WORK BALANCE of the employees who make better contribution to production,
quality and productivity.
ECIL has proved itself to be the number one in the electronics

industry. It has pioneered in many new areas because of its inventory of
professional and skilled employees. And this was only possible by
providing its employees, good working conditions and welfare facilities.
ECIL is recognized as the organization with negligible employee
turnover. This is because it gives its employees adequate and fair
compensation and the employees have no reason to quit the company. This
can be supported by the fact that the employees in CICIC BANK have a
service more than 20 years on an average.
There is a cordial atmosphere of co-operation and co-ordination between
the employees and employers. The flow of communication is flexible and clear the
career prospects of CICIC BANK are considered to be the best in the public sector.
They plan for the career development of the employees since they join.
Therefore they give the potential employees permanent employment

and give them enhance to grow both internally and externally.
99
QWL
The employees are given reasonable autonomy for their job. This makes
them feel more responsible and challenging and work hard for
achieving it. There exists a strong bond among the employees, which
helps them to work as team and make group accomplishments.
Though there are some limitations like office layout, seating
arrangements and lack of seriousness of workers, it has sustained in the
industry and is challenging the competition.
CICIC BANKis striving hard to reduce the limitations by practicing
better QWB interventions
and make it even better place to work .It is in the process of updating
and modernizing
the working conditions in tune with the private organizations. Finally,
we can conclude thatCICIC BANKis providing its employees best Quality
of Work Life, which influence their performance and productivity
100
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.
101
QWL
The travel claims and transport facilities provided by ICICI are
easy to avail and secured enough to travel with.
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.
102
QWL
103
QWL
BIBLIOGRAPHY
INTERNET
www.google.com
www.ask.com
BOOKS
Human Resource and Personnel Management William
Wrether
ICFAI University Press HRM Review
104
QWL
APPENDICES
105
QWL
QUESTIONNAIRE
NAME:
DEPARTMENT:
1. What is your opinion about the job environment and working
conditions?
a. Excellent
b. Good
c. Average
d. Poor
2. What is your perception about the growth and security

opportunities?
a. Excellent
b. Good
c. Average
d. Poor
3. What is your perception about the career-planning program in the

organization?
a. Excellent
b. Good
c. Average
d. Poor
106
QWL
4. What is your perception about the pay structure in the organization?
a. Excellent
b. Good
c. Average
d. Poor
5. What is your opinion about the promotion system?

a. Excellent
b. Good
c. Average
d. Poor
6. What is your opinion about that you are able to learn and new skills
in this
Organization?
a. Excellent
b. Good
c. Average
d. Poor
7. What are the steps taken for the job enrichment for employees?
a. Deliberate upgrading of responsibility
b. Widening the scope of activities
c. Setting the challenges in work
d. Giving exposure to variety of jobs
8. What is the purpose of job design and goal setting in the
organization?
a. It facilitates work flow
b. Effective co-ordination and integration
c. Positive impact on employee satisfaction
d. All the above
9. What is your perception about the sensible integration of job, career,
family Balance
and leisure time?
a. Excellent
b. Good
c. Average
d. Poor
107
QWL
10. What is your perception with the leaves provided by the

organization?
a. Excellent
b. Good
c. Average
d. Poor
11. What is your perception about the leave travel concession that is
provided by the
Organization?
a. Excellent
b. Good
c. Average
d. Poor
12. What is your opinion about the Canteen facilities?

a. Excellent
b. Good
c. Average
d. Poor
13. What is your perception about the transport facilities?

a. Excellent
b. Good
c. Average
d. Poor
14. What is your opinion about the sanitation and cleanly measures?
a. Excellent
b. Good
c. Average
d. Poor
15. What is your opinion about the training given by the organization?
a. Excellent
b. Good
c. Average
d. Poor
16. What is your opinion about the management liaise between the
employees and
the union?
a. Excellent
b. Good
c. Average
d. Poor
108
QWL
17. What is your opinion that the management have adequate

communication with
the employees?
a. Excellent
b. Good
c. Average
d. Poor
18. What is your opinion about the Work Autonomy in the organization?
a. Excellent
b. Good
c. Average
d. Poor
19. What is your opinion about that the awareness of Quality of WORK
BALANCE in the
organization ?
a. Excellent
b. Good
c. Average
d. Poor
20. What is your perception about the job satisfaction?

a. Excellent
b. Good
c. Average
d. Poor
109

Quality of Work Balance ICICI BANK

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Quality of Work Balance ICICI BANK

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QWL

I, Sandhya Rani Chundi the under signed here by declare

Sandhya Rani Chundi

PROJECT GUIDE CERTIFICATE

Ms. Sandhya Rani Chundi, a final year MBA student of

It is inevitable that thoughts and ideas of other people lend

Forces For Change

Applying Job Enrichment

NEED FOR THE STUDY

management to make the employee satisfied by the changes brought

This study was done in ICICI BANK LIMITED. The

Primary data as it is synonymous to first hand information that is

The basic methodology of this approach is the

Although the initial focus is on the relationships within

Interacted with 150 employees in ICICI BANK based

Administration, Security, employee welfare schemes, Quality

Management support, Employee growth, value of employees self

Completely analysed the policies of the organisation

Paid attention to behaviour and feelings, moment by

SCOPE OF THE STUDY

PERIOD OF THE STUDY

LIMITATIONS OF THE STUDY

The study covers only the Quality of Work Balance

OBJECTIVES OF THE STUDY

The Objectives of this study is to understand the

5. To know the opinion of the employee towards the Various

development in the organisation.

To know the opinion of the employee towards

14. To know the opinion of the employee towards the travel

The Quality of WORK BALANCE involves a wider range. The

Some respondents did not properly respond to the Questionnaire;

The Management allowed the researcher to collect the data from

customers through a variety of delivery channels and specialized

representative offices in Bangladesh, China, Malaysia, Indonesia, South

ICICI Balance Insurance Company is a joint venture between ICICI Bank, a

Understanding the needs of customers and offering them superior

Leveraging technology to service customers quickly, efficiently and

Developing and implementing superior risk management and

Providing an enabling environment to foster growth and learning for our

PRODUCTS OF ICICI PRUDENTIAL

SAVINGS & WEALTH CREATION PRODUCTS

GROUP INSURANCE SOLUTIONS

FLEXIBLE RIDER OPTIONS

The ICICI BANK LIMITED has thrown open the doors to a

hold any significance. Thanks to the pervasiveness of IT and the

To know the opinion of the employee towards the

These Verticals bring in the cutting edge technology

To know the opinion of the employee towards the Security

ISMS (INFORMATION SECURITY MANAGEMENT SYSTEM)

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

Print outs: Collect immediately.

Keep passwords secret.

Five S review Process:

Audit to be conducted every month.

Centre co-ordination to necessary check the authenticity of the

Respective floor co-ordination to ensure closure of OFIs in

Sustenance to be checked and ensured by all floor coordinators

To know the opinion of the employee towards the

To know the opinion of the employee towards the

Employee benefits provided by the

HOUSE RENT ALLOWANCE:

Chennai, Bangalore, Ahmeabad

Srinagar, Coimbatore, Mysore,

Guvalior, Jabalur, Auragabad,