TYBMS SEM V PROJECT

2017-18

PROJECT ON
INDUSTRIAL DEVELOPMENT BANK OF INDIA

BY
SAGAR KESHU PATEL

UNDER THE GUIDANCE OF

MS.NIDHI MEHTA

SUBMITTED TO
UNIVERSITY OF MUMBAI

SHRI CHINAI COLLEGE OF COMMERCE AND ECONOMICS

ANDHERI EAST
 DECLARATION
I SAGAR KESHU PATEL the student of BMS(Bachelor of
management studies) Semester V (2017-2018) hereby declare
that I have completed the project on INDUSTRIAL
DEVELOPMENT BANK OF INDIA the information
submitted is true and original to the best of my knowledge.
 ACKNOWLEDGEMENT
Behind every study there stands a myriad of people who helps
and make a contribution Successful. Since such a list will be
prohibitively long, I may be excused for important Omissions.
I am extremely grateful to the University of Mumbai for
having prescribed this project work to me as a part of the
academic requirement in Bachelor of Management (BMS)
course.
I wish to appreciate the management and the staff of SHRI
CHINAI COLLEGE OF COMMERCE AND ECON0MICS
BMS for providing the entire state of the art and infrastructure
and resources to enable the completion and enrichment of my
project.
I wish to extend a special thanks to my project guide
PROF.NIDHI MEHTA without whose guidance, the project
may not taken shape.
I would also like to record my sincere gratitude to all those
who have helped us directly or indirectly in the fulfilment of
this study.
 EXCECUTIVE SUMMARY
IDBI Bank Ltd is one of Indias largest commercial Banks.
The Bank is a Universal Bank with their operations driven by
a cutting edge core Banking IT platform. They offer
personalized banking and financial solutions to their clients
in the retail and corporate banking arena through their large
network of Branches and ATMs, spread across length and
breadth of India. They have also set up an overseas branch at
Dubai.
The Bank operates in four segments, namely Wholesale
Banking, Retail Banking, Treasury Services and Other
Banking Operations. They have six wholly-owned
subsidiaries, namely IDBI Home Finance Ltd, IDBI Gilts
Ltd, IDBI In tech Ltd, IDBI Capital Market Services Ltd,
IDBI Asset Management Ltd and IDBI MF Trustee Company
Ltd.
IDBI Bank Ltd was incorporated in the year 1964 as a wholly
owned subsidiary of Reserve Bank of India with the name
Industrial Development Bank of India. The company was
regarded as a Public Financial Institution and continued to
serve as a DFI for 40 years. In February 16, 1976, the
ownership of the company was transferred to the
Government of India by RBI and the company was made the
principal financial institution for coordinating the activities
of institutions engaged in financing, promoting and
developing industry in the country.
 TABLE OF CONTENT

SR.NO TOPIC PG.NO

CERTIFICATE
DECLARATION
ACKNOWLEDGEMENT
EXECUTIVE SUMMARY

1 INTRODUCTION ON IDBI
2 CUSTOMER CARE POLICY
3 MORE ABOUT IDBI
4 BANKS PROFILE
5 GENERAL CODE OF CONDUCT
AND ETHICS
6 THE BRANCHES OF IDBI
7 SUBSIDIARIES OF IDBI
8 ROLES AND FUNCTIONS OF
IDBI
9 PRODUCTS AND SERVICES
OFFERED BY IDBI
10 DIFFERENCE FROM OTHER
BANKS
11 MARKETING STRATEGY
12 SERVICES AND MOTIVATION
TO EMPLYOEES WORKING
 WITH IDBI
13 RECRUITMENT METHOD
14 FINANCIAL ANALYSIS OF
IDBI
15 BIBLIOGRAPHY
1INTRODUCTION ON IDBI
IDBI Bank is an Indian government-
owned financial service company, formerly known
as Industrial Development Bank of India,
headquartered in Mumbai, India the Mahesh
kumar jain is the managing director and CEO of
IDBI. It was established in 1964 by an Act of
Parliament to provide credit and other financial
facilities for the development of the fledgling
Indian industry.Central government is the owner
of this bank and employees will be called as
Central Govt staffs.It is currently 10th largest
development bank in the world in terms of reach,
with 3700 ATMs, 1995 branches, including one
overseas branch at Dubai, and 1382 centers. It is
one of 21 commercial banks owned by the
Government of India.
The Bank has an aggregate balance sheet size of
INR 3.74 trillion as on 31 March 2016.

A Govt Of India Owned Bank

Type Government-owned
 bank
Traded as BSE: 500116
NSE: IDBI
Industry Banking, Financial
services
Predecessor IDBI
Founded 1 July 1964, 52 years
ago
Headquarters Mumbai India
Key people Mahesh Kumar
Jain(Managing
Director & CEO)
Products consumer
banking, corporate
banking, finance and
insurance, investment
banking, mortgage
loans, private
banking, private
equity, wealth
management,
 Agriculture Loan
Revenue 28,043.10
crore(US$4.4 billion)
(2016)
Operating 5,370
income crore(US$840 million)
(2016)[1]
Net income -3,664.80
crore (US$570 million)
(2016)
Total assets 374,372.12
crore(US$58 billion)
(2016)
 1.1HISTORY OF IDBI
o Overview of development banking in India
Development Banking emerged after the Second World
War and the Great Depression in 1930s. The demand for
reconstruction funds for the affected nations compelled in
setting up of national institutions for reconstruction. At the
time of Independence in 1947, India had a fairly developed
banking system. The adoption of bank dominated financial
development strategy was aimed at meeting the sectoral credit
needs, particularly of agriculture and industry. Towards this
end, the Reserve Bank concentrated on regulating and
developing mechanisms for institution building. The
commercial banking network was expanded to cater to the
requirements of general banking and for meeting the short-
term working capital requirements of industry and agriculture.
Specialised development financial institutions (DFIs) such as
the IDBI, NABARD, NHB and SIDBI, etc., with majority
ownership of the Reserve Bank were set up to meet the long-
term financing requirements of industry and agriculture.

o Formation of Industrial Development Bank of

India (IDBI)
The Industrial Development Bank of India (IDBI) was
established in 1964 under an Act of Parliament as a wholly
owned subsidiary of the Reserve Bank of India. In 1976, the
ownership of IDBI was transferred to the Government of
India and it was made the principal financial institution for
coordinating the activities of institutions engaged in financing,
promoting and developing industry in India. IDBI provided
financial assistance, both in rupee and foreign currencies, for
green-field projects as also for expansion, modernisation and
diversification purposes. In the wake of financial sector
reforms unveiled by the government since 1992, IDBI also
provided indirect financial assistance by way of refinancing of
loans extended by State-level financial institutions and banks
and by way of rediscounting of bills of exchange arising out
of sale of indigenous machinery on deferred payment terms.
After the public issue of IDBI in July 1995, the Government
shareholding in the Bank came down from 100% to 75%.
IDBI played a pioneering role, particularly in the pre-reform
era (196491), in catalyzing broad based industrial
development in India in keeping with its Government-
ordained development banking charter.[citation needed]
Some of the institutions built with the support of IDBI are
the Securities and Exchange Board of India (SEBI), National
Stock Exchange of India (NSE), the National Securities
Depository Limited (NSDL), the Stock Holding Corporation
of India Limited(SHCIL), the Credit Analysis & Research
Ltd, the Exim Bank (India), the Small Industries Development
Bank of India (SIDBI) and the Entrepreneurship Development
Institute of India.

o Conversion of IDBI into a commercial bank

A committee formed by RBI recommended the development
financial institution (IDBI) to diversify its activity and
harmonise the role of development financing and banking
activities by getting away from the conventional distinction
between commercial banking and developmental banking. To
keep up with reforms in financial sector, IDBI reshaped its
role from a development finance institution to a commercial
institution. With the Industrial Development Bank (Transfer
of Undertaking and Repeal) Act, 2003, IDBI attained the
status of a limited company viz., IDBI Ltd.
Subsequently, in September 2004, the Reserve Bank of
India incorporated IDBI as a 'scheduled bank' under the RBI
Act, 1934. Consequently, IDBI, formally entered the portals of
banking business as IDBI Ltd. from 1 October 2004. The
commercial banking arm, IDBI BANK, was merged into IDBI
in 2005.

o Acquisition of United Western Bank

In 2006, IDBI Bank acquired United Western
Bank (headquartered at Satara) in a rescue. By acquiring
UWB, IDBI Bank more than doubled the number of its
branches from 195 to 425.

1.2.LISTINGS AND SHAREHOLDING

o IDBI Bank's equity shares are listed on Bombay Stock
Exchange and the National Stock Exchange of India.
o As on 31 March 2016, Government of India held 73.98% shares
in IDBI Bank and Life Insurance Corporation of India held
approx. 14.37% of the shares.

1.3.EMPLYOEES
o As on 31 March 2015, the bank had 16,555 employees, out of
which 197 were employees with disabilities.The average age of
bank employees on the same date was 34 years.The bank
reported business of INR 25.64 crores per employee and net
profit of INR 12.17 lakhs per employee during the FY 2012-
13. The company incurred INR 1,538 crores towards employee
benefit expenses during the same financial year.
1.4COLLABRATION
o IDBI Bank Ltd, through its DIFC Branch in Dubai, has signed a
loan agreement for USD 340 million with KfW, Germany. The
loan has a maturity of 10 years and carries a competitive rate of
interest. Shri Melwyn Rego, Deputy Managing Director of IDBI
Bank Ltd. represented IDBI Bank Ltd. and Dr. Norbert
Kloppenburg, Member of the Executive Board of KfW
represented KfW at the signing ceremony held in New Delhi.
The loan would be availed by IDBI Bank Ltd. for funding loans
to the micro-, smalland medium-sized enterprises (MSME)
directly or indirectly through Microfinance Institutions (MFIs)
and Non Banking Finance Companies (NBFCs). Part of the
loan is dedicated for selected infrastructure projects to support
municipalities and communities to improve health and living
conditions. Commenting on the occasion, Shri Melwyn Rego,
Deputy Managing Director, IDBI Bank Ltd. stated that the Bank
is committed to provide financial support to the MSME sector
which is one of the thrust areas of the Bank. This loan from
KfW would provide further impetus in our endeavor of meeting
the growing financial needs of this sector which plays a vital
role in the countrys economic growth. Shri N.S. Venkatesh,
Chief General Manager, IDBI Bank Ltd., while speaking at the
event, said this transaction with KfW is the testimony to the
long standing relationship between IDBI Bank Ltd. and KfW
which goes back to more than two decades. "With this credit
line, KfW is providing the IDBI with an important and broadly
effective contribution towards creating income and fighting
poverty in India. Growth among small companies triggers local
demand and consumption, secures employment and is a key
factor in the creation of new jobs", said Dr Norbert
Kloppenburg, member of the Executive Board of the KfW
Group.

1.5 AWARDS AND RECOGNITIONS

o IDBI Bank was ranked #1197 in the Forbes Global 2000 in May
2013.[9]
o It received the 'Overall Best Bank' and 'Best Public Sector Bank'
awards in the Dun & Bradstreet Banking Awards, 2011. [10]
o In 2011, it received Banking Technology awards for best use of
Business Intelligence and the best Risk Management from
Indian Banks Association.

1.6 ISSUES
o On 29 feb 2016, the Finance Minister Shri Arun Jaitley declared
that there is a chance of dilution of the Government of India
stake in IDBI Bank to below 50%.
 .2 CUTOMER CARE POLICY OF IDBI

1 Introduction:
The success of any organization, particularly of a
service-oriented organization, like a Bank depends on
the quality of service offered to customers. Customers
seek a Bank not for the catchy slogans and colourful
brochures, but for the efficient and prompt service
offered to them. Efficient service helps to retain the
customers. Today, Bank is essentially an institution
engaged in meeting financial as well as nonfinancial
service needs of the society. Given this, customer
service takes the centre stage in the Banking business.

2. Aims and Objectives:

2.1 Aims:
IDBI Bank Ltd offers various products and services to its
customers (i.e. Corporate Banking, Retail Banking and
Priority Sector Banking customers). It aims to provide easy
access across different channels (Corporate and Retail
Branches, Retail Asset Centres, etc.) It is the vision of the
Bank to be the most preferred and trusted Bank enhancing
value for all stakeholders. The mission of the Bank is
Delighting customers with our excellent service and
comprehensive suite of best-in- class financial solutions;
 Touching more peoples lives with our expanding retail
footprint while maintaining our excellence in corporate and
infrastructure financing;
Continuing to act in an ethical, transparent and
responsible manner, becoming the role model for corporate
governance;
Deploying world class technology, systems and processes
to improve business efficiency and exceed customers'
expectations;
Encouraging a positive, dynamic and performance-driven
work culture to nurture employees, grow them and build a
passionate and committed work force;
Expanding our global presence;
Relentlessly striving to become a greener Bank. In our
endeavour to provide the best services to our customers the
Bank has formulated its Customer Care Policy. The policy
guidelines will assist the staff in rendering high-quality
customer services consistently and to continually improve
its services.

2.2 Objectives:
The objective of this policy is to highlight the quality
standards to be adopted by IDBI Bank Ltd. and identify
principles and practices to render high quality customer
services.

3.What is Customer Care?

Customer Care means providing good quality services in a
friendly, efficient and helpful way. It implies that in all our
dealings with customers, they are treated with dignity,
respect and courtesy. To that effect, IDBI Bank has set-up a
Centralised Customer Care Centre to address the concerns
of the customers. This centre has been awarded an ISO
9001:2008 certification and it pro-actively endeavours to
ensure that customer concerns and grievances are
effectively addressed.

4. Customer Care Principles

4.1 Well-designed customer service must be accompanied

by good delivery. The Customer Care Policy of IDBI Bank
strives to ensure Customer Delight and is thus based on the
following 7 principles: -
a) Speed Customer's needs should be taken care of as
soon as possible. Delayed handling of the customer's
requests is a major block in the delivery of good customer
service.

b) Timeliness Commencement of banking business and

opening of counterservices in time and rendering
uninterrupted service during business hours is an integral
aspect of ensuring good customer service.

c) Accuracy The information rendered by the Bank to the

customer should be factual, accurate and unambiguous.
Acronyms, if used, should be explained to the customer.
Where there is any doubt about the accuracy of any
information, the details will be checked and validated prior
to release.

d) Courtesy The least that any visitor to a branch expects

is courtesy from the Bank staff. Therefore, first and
foremost, every customer shall be extended due courtesies,
whether or not the Bank is in a position to meet his/her
needs. Courtesy will be shown in all circumstances, even in
difficult situations where Customer Care Policy the
customer does not show similar courtesy in return. Staff
will always be polite in their spoken words, body language
and demeanour.

e) Concern Anticipating the customer's problems and

guiding them shows that Bank cares for them and is equally
concerned.

f) Communication An important part of customer service

is communicating effectively with the customers and
personal interaction plays a very effective role in
developing the relationship with customers. IDBI Bank
welcomes opinion and suggestions from customers and
such opinions/ suggestions are placed before a specially
appointed Committee to look into customer suggestions. If
found to be feasible, the suggestions are accepted and
subsequently implemented.

g) Transparency- Clear and precise information needs to be

provided to the customers in response to their queries and
complaints, as per the extant policies of the Bank.
 4.2 The above principles form the cornerstone of good
customer service. Customer service and customer
satisfaction are not static concepts. The concept varies with
the changing times and changing levels of expectations of
the customers. What was hitherto considered as satisfactory
customer service could now be perceived as unsatisfactory,
in the context of globally competitive market. It is not that
once a customer is accorded due courtesies, he /she can be
ignored the next time. Good customer service is a
continuous process.

5. Customer Service Commitment for staff

IDBI Bank also emphasizes that its staff stay focussed and be
customer friendly. The Service Commitment of the staff
should be to:

a) Be honest, transparent, equitable and fair in dealing with

customers.

b) Listen to what customers have to say and determine the

exact nature of the request.

c) Explain our products and services and keep the customer

informed of any changes.

d) Respond to customer enquiries promptly and efficiently.

e) Seek the views of the customer, if required.

f) Provide relevant and timely feedback.

g) Make decisions using processes that are consultative,
impartial and otherwise ethical.

h) Adopt fair, lawful and appropriate procedures when

arriving at resolutions.

i) Be tolerant and accommodative even in the event of

provocation.

j) Sensitive to customers with physical disabilities, senior

citizens and weaker sections of society.

k) Seen to be acting in accordance with Banks extant

guidelines.

6. Committees to Monitor Customer Service in the

Bank.

The Bank constantly strives to improve its service levels and

has, in accordance with guidelines of Reserve Bank of India,
constituted the following committees to monitor the same:

6.1 Customer Service Committee of the Board

This is a Committee headed by the Chairman and Managing

Director of the Bank. The other members of the Committee
include the Deputy Managing Director of the Bank as well as
three Non-Executive Independent Directors of the Bank. It
reviews the functioning of the Standing Committee on
Customer Service and examines issues that have a bearing on
quality of customer service and also issues necessary
directions to bring about ongoing improvements in the quality
of customer service provided by the Bank from time to time.

6.2 Standing Committee on Customer Service

This Committee, chaired by the Deputy Managing Director,

has been specially formed to look into areas of customer
concerns and consists of senior executives from different
departments of the Bank. The Committee evaluates feedback
on quality of customer service and implementation of the
Code of Banks Commitment to customers issued by Banking
Codes and Standards Board of India (BCSBI). The Committee
is entrusted with the task to ensure compliance with all
regulatory guidelines regarding customer service. The
Committee also considers unresolved complaints/ grievances
referred to it through the Principal Nodal Officer, responsible
for redressal of customer complaints and grievances, and
offers its advice. A report of the deliberations that take place
at the monthly meetings of the Standing Committee on
Customer Service is submitted to the Customer Service
Committee of the Board.

6.3 Branch Level Customer Service Committees

In accordance with the BCSBI guidelines, a Branch Level

Customer Service Committee (BLCSC) has been formed at
every branch, to look into customer
concerns. This committee comprises senior branch officials as
also customer representatives (including lady and senior
citizens) and meets on the 15th day of
every month to discuss service and other related issues at
branches. A report highlighting major findings at these
meetings is submitted to the Standing Committee on
Customer Service.

7. Customer Service Policies

The Bank has continuously strived to provide the best banking

experience to customers. The Bank has formulated and
adopted policies that will guide the officials in delivering
consistent and good service to its customers. The Bank's
approach to develop "Customer First Attitude" is well
documented in the various customer centric policies adopted
by the Bank that are available on the Banks website
www.idbi.com. Brief features of the policies are given below.
These policies are reviewed periodically to incorporate
expectations of both the customers and regulators; and to also
pass on the benefits of technology to all customers.

7.1 Code of Bank's Commitment to Customer issued

by Banking Codes and Standards Board of India
(BCSBI):

The codes represent the Bank's commitment to minimum

standards of service to individual and Micro and Small
Enterprises (MSE) customers in relation to products and
services offered by the Bank. IDBI Bank is committed to
provide fair and transparent treatment to all its customers
availing its banking services. IDBI Bank is amongst the first
Banks to register with the Banking Codes and Standards
Board of India and to voluntarily accept the Code of Bank's
Commitment to Customers.

7.2 Citizen's Charter :

A need was felt by us at IDBI Bank that in order to become
more customer friendly the Bank should come out with
charter of its services for the customers. Citizens' Charter
concept was considered as a base instrument to fill this need
and accordingly this document was prepared. This document
highlights IDBI Bank's commitments towards customer
satisfaction, thus ensuring accountability and responsibility
amongst its officials and staff. This charter not only explains
our commitment and responsibilities along with the redressal
methods but also specifies the obligation on the part of
customers for healthy practices in customer-banker
relationships.

7.3 Cheque Collection Policy:

This policy covers the following aspects:

a) Collection of cheques and other instruments payable

locally, at centres within
India and abroad.

b) Our commitment regarding time norms for collection of

instruments.

c) Policy on payment of interest in cases where the Bank fails

to meet time norms for realization of proceeds of outstation
instruments.

d) Our policy on dealing with collection instruments lost in

transit.

7.4 Deposit Policy:

This outlines the guiding principles in respect of formulation
of various deposit products offered by the Bank and terms and
conditions governing the conduct of the account. For eg. the
Bank on request from the depositor, at its discretion, may
allow withdrawal of term deposit before completion of the
period of the deposit agreed upon at the time of placing of the
deposit. The Bank shall make the depositors aware of the
applicable rate as well as the deposit rate on such premature
withdrawals.

7.5 Collection of Dues and Security Repossession

Policy:

The debt collection policy of the Bank is built around dignity

and respect to customers. The policy is based on courtesy, fair
treatment and persuasion. The Bank believes in following fair
practices with regard to collection of dues and repossession of
security. Repossession of security is aimed at recovery of dues
and not to deprive the borrower of the property.

7.6 Fair Practice Code for Lending:

The Code underlines the principles for dealing with

customers in the course of the Bank's lending business. The
code is applicable to both Corporate and Retail Lending.

7.7 Policy for Grievance Redressal

The Bank takes utmost efforts to ensure that the customers

have a pleasant banking experience. However, in case of any
customer dissatisfaction / grievance, the Bank has in place, a
robust system to resolve them. The Bank takes due care to
ensure that customer complaints are attended to and resolved
in a time bound manner. This policy document aims at
minimizing instances of customer complaints and grievances
through proper service delivery and review mechanism and to
ensure prompt redressal of customer complaints and
grievances. It also emphasizes on a review mechanism that
would help in identifying shortcomings in product features
and service delivery and taking necessary steps to remove
them.

7.8 Compensation Policy

This Policy establishes a system whereby the Bank

compensates the customer for financial loss he/she might
incur due to deficiency in service on the part of the Bank
which can be measured directly.

8. Banking Ombudsman Scheme of Reserve Bank of

India

In case the customer is not satisfied with the reply received

from the Bank or has not received a reply within a period of
one month of lodging the complaint with the Bank, the
customer can approach the Banking Ombudsman under the
Banking Ombudsman Scheme. The Banking Ombudsman
Scheme has been formulated by the Reserve Bank of India to
provide an expeditious grievance redressal mechanism to
customers of Banks. It provides for an institutional and legal
framework for resolution of complaints relating to banking
services and other matters as specified under the Scheme. The
Banking Ombudsman is appointed by the Reserve Bank of
India from within its senior officers to redress customer
complaints against certain deficiency in banking services. As
on date, 15 Banking Ombudsmen have been appointed with
their offices located mostly in the State Capitals. The Banking
Ombudsman Scheme 2006 is made available on the Banks
website www.idbi.com.

9. Initiatives taken to provide better customer

service

In order that the customers are provided with excellent service

at all the branches, the following guidelines have been
adopted:

a) Providing infrastructure facilities by ensuring adequate

space, proper furniture, drinking water facilities, with specific
emphasis on pensioners, senior citizens, disabled persons, etc.

b) Ensuring that all branches of our Bank are opened as per

the scheduled times and are operated for the full hours.

c) Providing separate enquiry counters at our large branches

in addition to a regular "May I Help You" counter.

d) Displaying indicator boards at all the counters in English,

Hindi as well as in the concerned regional language. It shall
also be our endevaour to provide business posters at semi-
urban and rural branches in the concerned regional languages.

e) Use of Hindi and regional languages in transacting business

by Banks with customers, including communication sent to
customers.

f) Mystery Shopping exercise is undertaken periodically at the

customer touch points to ensure that employees are properly
responding to the customers and providing them necessary
advice / guidance for execution of their transactions.

g) Reviewing and improving upon the existing security

system in branches so as to instill confidence amongst the
employees and the public.

h) Wearing an identification badge displaying photo, name

and designation thereon by the employees.

i) Periodic change of desk to ensure job rotation.

j) Training of staff in line with customer service orientation.

Training in technical areas of banking and product knowledge
to the staff at delivery points.

k) Visit by senior officials from controlling offices and Head

Office to branches at periodical intervals for on the spot study
of the quality of service rendered by the branches.

l) Conducting customer surveys at regular intervals.

m) Holding customer relation programmes and periodical

meetings to interact with different cross sections of customers
for identifying action points to enhance customer service.

n) Having a Product and Services Approval Process.

o) Appointing officers who will ensure that the intent of

policy is translated into proper procedures.

p) Displaying time norms for various banking transactions/

services.\ The Bank also has a customer friendly complaint
form which has been hosted on the Bank's website to enable
customers to lodge their complaints / queries. Further, the
contact details of the Chief Grievance Redressal Officer are
also made available on the Bank's website www.idbi.com.

10. Customer Service for Special Customers

10.1 Pensioners and Senior Citizens: -

a) The Bank would strive to provide prioritised service to

senior citizens and differently abled customers by effective
crowd / people management at all its branches.

b) In case the senior citizen / differently abled customers has

registered his / her mobile number with the Bank and has
availed the SMS facility, the Bank would provide the balance
in the account through SMS on a weekly basis as well as
provide transaction details, as is provided to a normal
customer.

c) The pensioner will be allowed to submit the annual life

certificate at any of the branches and not necessarily at the
home branch.

d) The Bank commits to create awareness about Reverse

Mortgage Scheme among pensioners / senior citizens.

e) Most of IDBI Bank's office buildings are accessible to

person with disabilities and senior citizens. Ramps have been
provided in these buildings and a toilet for wheel chair users
has been provided at our Corporate Office, Mumbai. All other
offices of the Bank have been suitably sensitised to extend the
facilities in their respective office buildings.
10.2 Visually Impaired Persons:

The Bank without any discrimination provides banking

facilities such as cheque book facility / operation of ATM /
locker, etc., to the visually challenged customers who are
capable of using those facilities. In this regard, all the
branches are duly advised to render all possible assistance to
the visually challenged customers for availing the various
banking facilities.

10.3 Deceased Depositors: Settlement of Claims

In line with the RBI guidelines and the Bank's Operational

Procedure for settlement of claims of deceased depositors, the
Bank will ensure that there is quick and hassle-free settlement
of amount / dues to the nominee / legal heir. As per Banks
Policy on Settlement of Deceased Claim, accounts with
nomination would be settled within a period not exceeding 15
days and accounts without nomination would be settled within
a period not exceeding 1 month from the date of
receipt of the claim application with complete documentation
to the satisfaction of the Bank.

10.4 Customers in Rural and Semi-urban areas:

a) Bank will ensure proper currency exchange facilities

and also the quality of notes in circulation in rural areas.
b) The Bank will ensure that the branches would be
opened as per the scheduled time and operated for full
hours.

11. Financial Inclusion

As part of RBI's Financial Inclusion Plan to bring the

financially excluded population within the ambit of formal
financial system, as on date, IDBI Bank has been allotted 120
villages in rural areas having population of more than 2000.
The breakup of these villages is as under: 82 villages in
Maharashtra, 25 villages in Chattisgarh, 6 in Madhya Pradesh,
4 in West Bengal and 1 village each in Delhi, Himachal
Pradesh and Dardra & Nagar Haveli. Plus another 130
villages having population of less than 2000, have also been
allotted to the Bank.

As per the RBI guidelines, the Information Communication

Technology (ICT) based solution through the Business
Correspondent (BCs) would drive IDBI Bank's financial
inclusion drive. Financial Education material in pictorial form
and audio presentations in local dialect will be used in these
villages.

Bank has adopted mediums like street plays, public contact

programmes like launchcum literacy programme and
outreach programs at all the Villages allotted for Financial
Inclusion. Periodic village visits, distribution of the leaflets/
pamphlets/ publicity material printed in local language
amongst the villagers, display of banners containing financial
literacy messages, etc. are some more measures undertaken by
the Bank to create financial awareness amongst the people in
such villages. To inculcate savings habits and to extend
banking facilities to the migrant labour and street hawkers/
hawkers in urban/ metro areas, IDBI Bank in May 2012
initiated a special campaign to open accounts of such persons,
who are working within 500 metres of the branch radius.

12. Customer Education

a) The Bank places utmost importance on safety of funds of

its customers and also makes efforts to inculcate safe banking
practices amongst its customers to protect them from losing
their hard earned money.

b) The Bank has been using various means of communication

such as leaflets, brochures, material printed on statements and
account opening kits, Website, Emails, Social Media etc in
order to educate the customers to use technology / alternate
channels in banking. The customers are also informed about
the precautions to be taken in the use of such alternate
channels.

c) To educate the customers on safeguards of Banking, the

Bank has put up a list of "Do's and Donts of Banking" on its
website.

d) The Bank ensures full transparency to the customer in

levying of various fees, service charges and penalties.
Communication on changes in the schedule of charges is
informed to the account holders and is also highlighted on the
website www.idbi.com.

e) Comprehensive Poster and Citizen's Charter are available in

all the branches in order to educate the customers about
various policies, guidelines and avenues for complaint
escalation.

f) Customer Meets, titled as "Grahak Sahyata Abhiyaan" are

held at various locations wherein senior officials of the Bank
directly interact with customers, educate them about their
rights and receive their suggestions / views to improve our
products / services.

g) With a view to increase awareness among the farmers on

modern farming techniques and emerging trends, the Bank
has been undertaking various programs. This includes
organizing of farmers meeting with experts in the relevant
field, participation in Agri exhibitions, formation of
FarmersClubs in association with NABARD etc.

h) The Bank has introduced Kisan Credit Card in form of

ATM cum Debit Card for the farmers. The farmers can,
therefore, withdraw cash from any of the ATMs.

13. Products and Services

The Bank offers various products and services to meet the

needs of customers. The Bank also constantly endeavours to
introduce new products as well as improve upon the existing
products based on market conditions and feedback from all
stakeholders. For the purpose, a separate high powered
Committee headed by the Deputy Managing Director and
consisting of senior executives of the Bank has been set up.
The Committee approves new products of the Bank and also
periodically reviews the products being offered to the
customers. The details of all the products and services offered
by the Bank.
14. Human Resource angle in Customer Care

a) In order to take care of the attitudinal aspects starting from

the recruitment process of the Bank's staff, the Bank appoints
one external behavioural expert in the interview panel at the
time of selection of staff through direct recruitment channel to
ensure that the selected candidates possess the
required inter-personal skills. Therefore, the candidate in
addition to the subject matter knowledge is also assessed on
general attitude and behaviour, communication skills,
customer orientation skills and relationship
management. As regards enhancing the skill sets on customer
service, the Bank provides training on customer service to all
its employees having customer interface.

b) The Bank takes steps to ensure that the staff manning

positions in the Customer Service Department in the Bank
receives specialised training so that the customer complaints
are professionally handled and there is no cause for customer
dissatisfaction. The Bank has been providing dedicated
customer service excellence programmes for its employees
handling customer service in branches. Officers from the
Bank's Customer Care Centre are nominated to external
training programmes to bring in industry best practices. The
Bank has also been providing product specific trainings for
outsourced associates deployed for telephone banking
services, who handle customer queries. The Bank recognizes
the fact that training in this respect is a continuous
phenomenon. Hence, a comprehensive training policy has
been designed which lays emphasis on training on customer
service excellence to all the employees who have a customer
interface.
 3.MORE ABOUT IDBI

3.1Industrial Development Bank of India Limited

In response to the felt need and on commercial prudence, it

was decided to transform IDBI into a Bank. For the purpose,
Industrial Development bank (transfer of undertaking and
Repeal) Act, 2003 [Repeal Act] was passed repealing the
Industrial Development Bank of India Act, 1964. In terms of
the provisions of the Repeal Act, a new company under the
name of Industrial Development Bank of India Limited (IDBI
Ltd.) was incorporated as a Govt. Company under the
Companies Act, 1956 on September 27, 2004. Thereafter, the
undertaking of IDBI was transferred to and vested in IDBI
Ltd. with effect from the effective date of October 01, 2004.
In terms of the provisions of the Repeal Act, IDBI Ltd. has
been functioning as a Bank in addition to its earlier role of a
Financial Institution.

3.2Merger of United Western Bank with IDBI Ltd.

The United Western Bank Ltd. (UWB), a Satara based private

sector bank was placed under moratorium by RBI. Upon IDBI
Ltd. showing interest to take over the said bank towards its
further inorganic growth, RBI and Govt. of India
amalgamated UWB with IDBI Ltd. in terms of the provisions
of Section 45 of the Banking Regulation Act, 1949. The
merger came into effect on October 03, 2006.

Change of name of IDBI Ltd. to IDBI Bank Ltd.

In order that the name of the Bank truly reflects the functions
it is carrying on, the name of the Bank was changed to IDBI
Bank Limited and the new name became effective from May
07, 2008 upon issue of the Fresh Certificate of Incorporation
by Registrar of Companies, Maharashtra. The Bank has been
accordingly functioning in its present name of IDBI Bank
Limited.

3.3Merger of IDBI Home Finance Ltd. and IDBI

Gilts with IDBI Bank Ltd.

Two wholly owned subsidiaries of IDBI Bank Ltd. viz. IDBI

Home Finance Ltd. and IDBI Gilts Ltd. were amalgamated
with IDBI Bank Ltd. under Section 391-394 of the Companies
Act, 1956 vide Government of India, Ministry of Corporate
Affairs order dated April 08, 2011. The appointed day under
the scheme of amalgamation has been approved as January
01, 2011. In terms of Section 394(3) of the Companies Act
1956, the Government of India's above Order has been filed
with the Registrar of Companies on April 26, 2011.

4.BANKs PROFILE

IDBI Bank Ltd. is today one of India's largest commercial

Banks. For over 40 years, IDBI Bank has essayed a key
nation-building role, first as the apex Development Financial
Institution (DFI) (July 1, 1964 to September 30, 2004) in the
realm of industry and thereafter as a full-service commercial
Bank (October 1, 2004 onwards). As a DFI, the erstwhile
IDBI stretched its canvas beyond mere project financing to
cover an array of services that contributed towards balanced
geographical spread of industries, development of identified
backward areas, emergence of a new spirit of enterprise and
evolution of a deep and vibrant capital market. On October 1,
2004, the erstwhile IDBI Bank converted into a Banking
company (as Industrial Development Bank of India Limited)
to undertake the entire gamut of Banking activities while
continuing to play its secular DFI role. Post the mergers of the
erstwhile IDBI Bank with its parent company (IDBI Ltd.) on
April 2, 2005 (appointed date: October 1, 2004) and the
subsequent merger of the erstwhile United Western Bank Ltd.
with IDBI Bank on October 3, 2006, the tech-savvy, new
generation Bank with majority Government shareholding
today touches the lives of millions of Indians through an array
of corporate, retail, SME and Agri products and
services.Headquartered in Mumbai, IDBI Bank today rides on
the back of a robust business strategy, a highly competent and
dedicated workforce and a state-of-the-art information
technology platform, to structure and deliver personalised and
innovative Banking services and customised financial
solutions to its clients across various delivery channels.As an
Universal Bank, IDBI Bank, besides its core banking and
project finance domain, has an established presence in
associated financial sector businesses like Capital
Market, Investment Banking and Mutual Fund Business.
Going forward, IDBI Bank is strongly committed to work
towards emerging as the 'Bank of choice' and 'the most valued
financial conglomerate', besides generating wealth and value
to all its stakeholders.
 5.General Code of Conduct and Ethics

5.1Preamble:

Use of IDBI Bank Ltd. Name Logo/ Trademarks:

A Director / Officer / Employee shall not use the name of

IDBI Bank Ltd., its logo or trademark for personal benefit or
for the benefit of persons / entities not forming part of the
IDBI Group.

5.2Shareholders:

IDBI Bank Ltd. is committed to enhance shareholder value

and shall comply with all regulations and laws that govern
shareholders' rights. The Board of Directors' of IDBI Bank
Ltd. shall duly and fairly inform its shareholders about all
relevant aspects of the organisation business and disclose such
information in accordance with the respective regulations and
agreements. Every employee shall also be responsible for
implementation of and compliance with this code.

5.3Ethical Standards:

A Director / Officer / Employee of IDBI Bank Ltd. shall

conduct all the dealings on behalf of IDBI Bank Ltd. with
 professionalism, honesty, integrity and high moral and ethical
standards. Every Director / Officer / Employee of IDBI Bank
Ltd. shall be responsible for the implementation of and
compliance with the Code in his / her professional
environment, be fair and take action not to discriminate,
honour confidentiality and strive to achieve more specific
professional responsibilities.

5.4Insider Trading:

Insider Trading involves the improper use of non - public

price sensitive information when dealing in securities.
Specified employees are prohibited from engaging in insider
trading as detailed in the Code of Conduct for Prevention of
Insider Trading.

5.5Conflict of Interest:

The Directors / officers / employees of IDBI Bank Ltd. shall

always conduct themselves in an honest and ethical
manner and in the best interest of the Bank. Towards
this, the directors, officers and employees of IDBI Bank
Ltd. shall endeavour to avoid situations that may lead to an
actual or potential conflict between person's private interest
and the interest of the Bank, including its affiliates and
subsidiaries.

5.6Gifts and Donations:

The Director / officer / employee of IDBI Bank Ltd. shall not
solicit or accept any gifts /donations of more than modest value

from a constituent of IDBI Bank Ltd. or from any subordinate

employee or from existing / potential clients or third parties having

business dealings with IDBI Bank Ltd.

5.7Gender Friendly Workplace:

As a good corporate citizen, IDBI Bank Ltd. is committed to a

gender friendly workplace. IDBI Bank Ltd. demands, demonstrates

and promotes professional behaviour and respectful treatment of

all employees.

5.8Prohibition against participation in politics and

standing for election:
No employee shall take an active part in politics or in any political

demonstration, or stand for election as member of a Municipal

Council, district Board or any other Local Body or any Legislative

Body.

5.9Protection of Bank's assets:

The assets of IDBI Bank Ltd. shall not be misused but employed
for conducting the business for which they are duly authorised.

5.10Ethics and Compliance Committee:

The Ethics and Compliance Committee comprising few

independent directors of the Board, an Executive Director, Chief

Vigilance Officer of IDBI Bank Ltd. And the Compliance Officer

and any other officer so nominated, will oversee the compliance of

the Code of Conduct and Ethics.

6.THE BRANCHES OF IDBI ARE AS FOLLOWS:

ANDHERI DADAR LOWER

PAREL

BANDRA DAHISAR MALAD

BELAPUR FORT MULUND

BHAYANDAR GHATKOPAR NARINAM

POINT
BORIVALI GIRGAON SION

CHEMBUR GOREGAON VASHI

CMS KALINA VILE PARLE

ETC....

7.SUBSIDIARIES OF IDBI BANK:

IDBI BANK has the following subsidiaries:

o IDBI Capital market services Limited

o IDBI Home finance Limited

o IDBI Intech Limited

o IDBI Gilts Limited

8.ROLE AND FUNTIONS OF IDBI:

8.1Role of IDBI:
As an apex development bank, the IDBIs major role is to co-

ordinate the activities of other development banks and term-

 financing institutions in the capital market of the country.

Providing technical and administrative assistance for

promotion, management and expansion of industry thus
performing promotional and development functions.
1. Direct Assistance:- The IDBI grants loans and advances to
industrial concerns. The bank guarantees loans raised by
industrial concerns in the open market from the State Co-
operative Banks, the Scheduled Banks, the Industrial
Finance Corporation of India (IFCI) and other notified
financial institutions.

2. Indirect Assistance:- Providing refinancing facilities to

the IFCI, SFCs and other financial institutions approved by
the government. IDBI subscribes to the shares and bonds of
the financial institutions and thereby provide
supplementary resources.

3. Coordinating the activities of financial institutions for the

promotion and development of industries.

4. IDBI is the leader, coordinator and innovator in the field of

industrial financing in our country. Its major activity is
confined to financing, developmental, co-ordination and
promotional functions.

5. Planning, promoting and developing industries with a view

to fill the gaps in the industrial structure by conceiving,
preparing and floating new projects.
8.2Functions performed by IDBI:-
That the IDBI has shown its particular interest in the
development of small-scale industries is demonstrated by the
setting up of the Small Industries Development Fund (SIDF)
in May 1986, the National Equity Fund Scheme (NEFS) in
1988, and the Voluntary Executive Corporation Cell (VECC)
for providing support in the nature of equity to tiny and small-
scale industries engaged in manufacturing, cost not exceeding
Rs. 5 lakhs. The scheme is administrated by the IDBI through
nationalised banks.
The IDBI has also introduced the single window assistance
scheme for grant of term-loans and working capital assistance
to new, tiny and small-scale enterprises. As per data available,
IDBI has extended about one-third of total industrial
assistance to small-sector alone.
The scope of business of the IDBI has also been extended to
cover consulting, merchant banking and trusteeship activities.

9.Products and Services Offered By IDBI Bnak:-

A).Credit cards:
IDBI Bank currently has four types of Credit Cards in its kitty
which are mentioned below:
Royale Signature:- It is a premium card which offers various
benefits like access to airport lounges, loyalty points and
discounts on other lifestyle expenses.
Euphoria World:- A travel oriented credit card which offers
travel related benefits and discounts including extra points on
travel spending, complimentary lounge access and free travel
 insurance coverage
Aspire Platinum:- A credit card with multiple benefits some
of which include fuel surcharge waiver, no lost card liability
and reward points
Imperium Platinum:- A VISA affiliated card where the
customer can avail credit facilities against their fixed deposits
made with the bank.

B).Debit cards:
Accountholders of the bank are entitled to the range of debit
cards which are offered to them from the bank. The various
variants of the debit cards which are issued by the bank are
summarized below:
o Signature Debit Card
o Platinum Debit Card
o Gold Debit Card
o Classic Debit Card
o Womens Debit Card
o Being Me Debit Card
o Kids Debit Card

C).Saving Accounts:
For the regular banking needs of customers, IDBI Bank offers a
host of varied Savings Accounts which differ in their features and
target customers. The types of accounts available include:
 IDBI Suraksha Plus Savings Account:- An account which
comes bundled with an insurance coverage on the life of the
accountholder

IDBI Super Savings Account:- A simplified savings account

for the common man

Super Shakti Women Account:- A savings account which

caters to the banking requirements exclusively of females where
their minor children can also be included

Jubilee Plus Senior Citizens Account:- A saving account for

the senior populace of our country which has attractive features

Being Me Account:- A account designated for the Indian Youth

catering to their special requirements.

Power Kids Account:- A savings account for your kids.

IDBI Bank Small Account:- An account which does not call

for complete KYC fulfilment norms and can be opened with
minimal documentation.

Sabka Basic Savings Account:- As the name suggests, it is a

basic account where a minimum balance needs not to be
maintained.

Pension Savings Account:- Savings account for the employees

of the Central Government.

D).Fixed Deposits:
 Deposits made with the intention of keeping them for a longer
tenure and earning a higher rate of interest can be made in a
fixed deposit account. The bank has many accounts in this
category which are:

Freedom Deposit:- A new name of the Suvidha Fixed Deposit

of the bank, this is a traditional scheme of fixed deposit

Suvidha Tax Saving Fixed Deposit:- A deposit designed with

the objective of tax-saving under the guidelines of Section 80C
as contained in the Income Tax Act.

Recurring Deposit:- A scheme of deposit where deposits in

small amounts can be made periodically.

Godhuli Retail Term Deposit:- A deposit scheme where the

higher rate of interest allowed to senior citizens is automatically
calculated if the depositor attains 60 years of age during the
tenure of deposit.

Floating Rate Fixed Deposit:- Scheme which does not

promise a fixed rate of return throughout its tenure. The interest
is calculated as per the then prevailing rates on the date of
computation.

E).Loans:

IDBI Bank understands the needs of individuals who require

funds for different purposes and enables them access to such
funds through its loan products. All the basic types of loan
products are available with the bank. Let us take a look:
 Home Loan:- The bank provides loans for buying or
constructing a home or purchasing of a residential plot for
building a house to individuals who want to own a residential
property.

Auto Loan:- Loans are provided so that customers can buy a

two-wheeler or four-wheeler for their lifestyle needs.

Education Loan:- For pursuing higher education the shortage

of funds is overcome through the Education Loan provided by
the bank

Personal Loan:- For all the personal needs of the individual for
which there are no specialized loans, the bank grants a personal
loan

Loan against Property and its variants:- Any commercial,

industrial or residential property can be mortgaged with the
bank to avail loan against its value for meeting financial
requirements.

Loan against Securities:- Any form of financial security held

by individuals can be pledged to avail a loan against them.

F).NRI Banking:

The NRI customers of the bank can access specialized banking

solutions designed for their needs through the NRI banking
channel of the bank. The services provided include:

NRI Remittances:- Remittances of funds, cheques, drafts or

 wire transfers so that money can be remitted anywhere easily.

NRI Accounts:- Accounts such as NRE, NRO, FCNR and

RFC accounts are available for the different classes of NRIs.

Portfolio Investment Schemes:- Schemes which are designed

to channel NRI funds to the countrys secondary stock market.

G).Internet Banking:

IDBI Bank has kept the trend of online transactions alive by

offering internet banking services to its customers. Customers
can now:

Open a bank account

Make transfers in the account
Pay their bills online
Pay their tax liability
Open a term deposit account
Request for account statements
Apply for loans, etc.

This facility has made banking easy and simple for every
customer of the bank.

H).Corporate Banking:-
Following products and services offered by IDBI Bank for the
corporates:

o Project finance
o Infrastructure finance
o Syndication, underwriting and advisory services
 o Carbon credit business
o Working capital
o Cash management services
o Trade finance
o Tax payments
o Derivatives
o Film financing scheme
o Direct discounting bills
o Rehabilitation finance

I).SME Finance:-
Following SME products offered by IDBI bank are as follows:

o Sulabh Vyapar loan

o Dealer finance
o Direct credit scheme-SIDBI
o Loan to SRWTO.etc

10.Difference from other Banks:-

IDBI bank is different from others because other banks deal in

banking business but this bank first deals in financing the various
industries for development in country and then does the banking
business. Even now this bank provides finance to various
industries for the development. It also finance to the film business.
Before diversification of IDBI to bank it used to deal in financing
business to various industries and firms.

11.Marketing Strategy:-

The bank has two ways of marketing namely:-

1)Through branch
2)Through sales department

1.Through Branch:- In this method they talk directly to the

existing customers about the various new schemes and other
important information. According to the bank people this method
is effective but the information does not go to the large number of
people. Because of this method the people are not aware of various
schemes and important announcements about the bank so they
cannot open account.

2.Through Sales Department:- In this method the sales

department employees take the whole responsibility of giving the
common people the information about the nee schemes and
facilities. The employees take the help of pamphlets, advertisement
in television,etc., go door-to door for distributing pamphlets, give
advertisements on internet on various websites most visited by
people, etc. This method has positive impact that the people come
to know about the various new schemes and facilities. This method
is approved by the employees.

12.Services And Motivation to employees working with

IDBI Bank:-
The bank provides various services to the people working in each
branch of IDBI bank. They provide their employees with various
services and also motivate them towards work.

1).Services:-
o Salary /Increments.
o For full attendance in every week they give their
employees bonus along with salary.
o Provident fund.
 o Pensions .
o Good working conditions with health security and other
things.
o Breaks for refreshments and canteen for employees.
o Holiday packages.
o Residential help
o Trips
o Different employees schemes, etc.

2).Motivation:-They motivate employees various ways. They

are:-
o Employee of week(every week)
o Employee of month(every month)
o Employee of year(every year)
o Motivating trips
o Bonuses and increment in salary
o Seminars
o Training
o Various activities, etc.

13.Recruitments Method:- There are two methods of

recruiting employees they are as follows:-

1).Internal method
2).External method

1).Internal method:- In this method the bank people give

promotions to their existing employees and do the transfer of
people from other branches. They also talk to their existing
customers for some employees who require jobs.

2).External method:- In this method the recruiting department off

bank prepare and plan for pamphlets and advertisement in
newspapers and distribute pamphlets to people in the public places.
They also take help of banners and put them up in public places
and wherever necessary.

14.Financial analysis of IDBI Bank

In the financial analysis of the bank, analysis of share capital and
other financial measures like NPA levels and the gap between
income and profits have been studied. There has been a gap in the
income and profit levels due to debt servicing by the IDBI.

Share capital of IDBI Bank

The IDBI Bank Ltd. recorded an equity share capital of Rs.
1,332.7 crores as on 31st March 2013. While in the previous year
it stood at Rs.1278.4 crores. There has been an increase in the
equity share capital by 54.3 crores. In 2008 the share capital of the
bank was 724.26 crore Rupees and remained more or less
unchanged till 2011.
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