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A Project Report On Quality of Work Life at Icici Bank - Phone Banking Service
A Project Report On Quality of Work Life at Icici Bank - Phone Banking Service
A Project Report on
QUALITY
of
WORK LIFE
At
ICICI Bank – Phone Banking Service
Submitted By:
Sandhya Rani. Chundi
Roll # 094-08-01325
Third Year of Masters in Business Administration
Academic Year:
2009-2010
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DECLARATION
I, Sandhya Rani Chundi the under signed here by declare that Project
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:
S
andhya Rani Chundi
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OU, HYDERABAD, in partial fulfilment for The Award of MBA has Done her
All the details collected & furnished by her are true & original to My Knowledge.
Place: Hyderabad
Date:
Mr.JAHANGIR
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ACKNOWLEDGEMENT
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
HYDERABAD.
Finally, last but not the least I would like to extend my sincere thanks
lectures and all those who have helped me out in successful completion of my
project.
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CONTENTS
INTRODUCTION
METHODOLOY
CHAIRMANS FOREWORD
BIBLIOGRAPHY
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INTRODUCTION
A Rationale
Forces For Change
Humanised Work Through QWL
Job Enlargement vs. Job Enrichment
Difference between job enrichment and job enlargement
and enlargement
order
Few Many
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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.
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Management Support.
METHODOLOGY
This study was done in “ICICI BANK LIMITED”. The study is entirely
Secondary data is the data that has been collected for some other purpose and
awareness about the relationship between employee and organisation and their
group as well as an opportunity to share the ideas to overcome the work pressure.
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SAMPLING:
The time period of study is 60days from 1st 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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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
The study covers only the Quality of work life of the company
with the help of secondary data collected from the office. The data collected is
based on the financial statements, which may have certain limitations.
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6. To know the opinion of the employee towards the hierarchy and their
support for the individual development in the organisation.
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10. To know the opinion of the employee towards the quality control of
the organisation.
11. To know the opinion of the employee towards the approach towards
the Business Continuity management in the organisation.
12. To know the opinion of the employee towards the Team building,
team management and team work in the organisation.
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.
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CHAIRMAN’S FOREWORD
The ICICI BANK LIMITED has thrown open the doors to a world of
seamless opportunities. Time and space barriers no longer hold any significance.
Thanks to the pervasiveness of IT and the advent of the Internet, there’s never
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
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.
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
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Complaince Activities:
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Passwords Do’s:
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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.
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The grade – wise additional house rent allowance for the grades manager
and / below is given below:
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The grade wise convergence allowances for the grades Manager – 1 and
below is given by:
Manager – 1 5500
The above amounts include tax – free transport allowances of Rs.800/- per
month.
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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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SHIFT ALLOWANCE:
Coverage: Any business groups where employees work in shifts outside day
time working hours should obtain prior approval from the
competent authorities of local state government bodies.
Regular Timings: All work shifts operating between 07:00hrs and 21:00hrs
would be deemed to regular working and would not be covered
under this policy.
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In the event bank recruits the referred employee, the employee who
referred the candidate will be eligible for one time monetary
reward. This amount will be paid to the employee along with the
salary 3 months after the candidate joins the bank. The detailed
amounts are mentioned below.
All rewards paid under the scheme will be subject to income tax
rules as applicable.
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In the event, where the Curriculum vitae received by more than one
source, viz. employee referred/placement agencies, benefit/reward
will be given to the source from which the CV was first received.
The validity of the resume that you post on the site is six months
from the date of posting. CVs will get deleted from EGES site if
recruitment team has not use in 6 months from date of uploading of
CV. Employee may upload the CV again, if relevant.
DETAILS OF REWARD:
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:
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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.
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Gratuity:
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Nominations:
To know the opinion of the employee towards the Various Leave Policies of
the organisation:
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All permanent employees will be entitled for the following leaves as per employee
app leave rules.
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
To get the leave credit employee has to be in the rolls of the bank on
1st April of the year under consideration.
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<31 30
31-50 60
51&above 180
200
180
160
140
120
100
80
60
40
20
0
<31 31-50 51&above
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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):
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.
The female employee who had completed 6 months service is eligible up to 180
days of paid leave.
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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:
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employee but also assess the condition under which the employee has
accomplished what ever he has accomplished.
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Performance Appraisal:
Performance Analysis:
Performance bonus:
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.
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Process Description:
Weekly Review:
Type 1:
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Agenda:
Review of last months performance of the team.
Hits and misses.
Tips or Suggestions on improvement.
Action plan for the following month.
Type 2:
Review : Channel Head
Frequency: Monthly.
Attendees: Channel manager, TM’s and TL’s.
Duration : 1 hour
Agenda:
Review of last months performance of the team.
Hits and misses.
Tips or Suggestions on improvement.
Action plan for the following month.
Design a road map on acting upon the action plan.
Best practices of the weekly meet to be percolated to the team
Process Description:
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External Factors:
Meeting the SLAS
Reduction in Customer satisfaction
scores Internal Factors:
Team performance
Individual performance
Internal Audit Scores
Review:
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This refers to the process of review by the process owner. This step will
determine the efficiency of performance review.
Abbreviations:
Respective skills initials:
Channel head – CH
Business Development Head – BOH
Channel manager – CM
Business Development Manager – BOM
Team manager – TM, Team Leader – TL
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Level 3 Review:
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DOMICILLARY BENEFIT:
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Every year before march 10, the employee has to give a declaration
on the amount incurred on Domiciliary Medical Expenses along
with the other proof of investments to salary section.
The relevant bills are to be kept with the employee.
To know the opinion of the employee towards the quality control of the
organisation:
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:
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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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And, as with any effective discipline, they never stop doing any of these
things.” It’s hardwork for groups to become teams, but hard work is required to
create high - performance organizations.
It is believed that teams will become even more important in the future.
In fact, most models of the ‘organisation of future’ that we hear about –
‘networked’, ‘clustered’, ‘non-hierarchical’, ‘horizontal’, and so forth – are
premised on teams surpassing individuals as the primary performance unit.
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Small project teams have the ability to produce high quality, superior
customer service, flexible response, and continuous learning. High responsibility,
clear objectives, and high accountability drive these project teams to outperform
traditional organisation structures on every measurable dimension.
Projects are the work of the future; teams will perform projects.
Interestingly, normal hierarchical considerations become obsolete for these
project teams – you could be the boss of one team, and report to one of your
subordinates on another team.
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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:
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Funding criteria:
1. Tuition fee
2. Admission fee
3. Text books relevant to the course.
Procedure of payment:
Continuation of scholarship:
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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., 6 th floor- Trans
Trade Centre, Near Floral Deck Plaza, MIDC, SEEPZ, Andheri ( East ),
Mumbai – 400093. The eligible scholarship will be credited to the bank account of
the student after deducting applicable tax.
To know the opinion of the employee towards the travel claims and
transport facilities provided by the organisation:
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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:
For claiming tax rebate on LTA, the employee has to declare the
amount incurred on his / her travel in the ‘Investment’ site under the
human resources of ICICI bank universe (applicable to all grades).
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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.
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.
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ICICI has the complete control in the employee- employee relation ship. In
case of any adverse conditions where the self respect of the employee is getting
impacted, ICICI will never take a way back to take the disciplinary action on the
other employee who held responsible for the situation with proper investigation.
Thus creating the faith and trust on the organisation and feel comfortable to work
with.
To know the opinion of the employee towards the approach towards the
Business Continuity management in the organisation:
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The total employees whose opinion is considered for the study are 150.
Number of female employees: 75
Number of male employees: 75
80
70
60
50
40 Ser
30
20
10
0
Female Female Male Male
Emplyees Emplyees - Employees Employees
- Satisfied Unsatisfied - Satisfied - Unsatisfied
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INTERPRETATION:
All the employees in the study gave the information that they are
satisfied with the number of leaves which they are eligible for.
Employees are partially satisfied with the way they need to
approach to avail the leave.
The leave will be give to the employees based on the availability of
manpower and the same is segregated based on department > unit >
Team > and within the team.
Employee who want to avail leave need to inform the immediate
supervisor prior 15 days.
The Immediate Superior (Team Leader) will check with the rest of
the availability in the team and then forward the same to his boss
(Team Manager).
The Team manager will check with the availability in the in
complete unit and then forward the details to the roistering team for
getting the same properly planned for the manpower management.
The roistering team has in turn designed the Leaves in such a way
that the Unit manager/ Team manager will have certain power to
approve the leaves under his level.
If the Team manger level is crossed for the leave approval and there
is any necessary and sudden medical requirements for employee
then the same will be checked and get approved by the Roistering
team.
Roistering team is the team which will plan the weekly off / Training
off, Breaks and Shift timings, Monitor the Leaves.
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2006 -
20
2007 -
20
2008 -
20
2009 -
20
INTERPRETATION:
The employees of ICICI are satisfied with the technology used by the bank.
Technology acts as one of the component which enhances the customer
relationship.
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QUALITY VS INFRASTRUCTURE
Spacio
Hygeni
Pleasa
Stylish
INTERRETATION:
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16
14
12
10
Number of Employees
8
6
4 Serie
2
0
Designation
INTERPRETATION:
Every team is headed by a Team Leader and Every team will have 15
junior/senior officers.
Every Team leader will again report to a Team manager. Team manager
will have 8 Team Leaders reporting to him.
Every Team manager in turn reports to Channel manager.
Channel manager will report to Channel head.
The above mentioned team structure comprises of junior and
middle management.
This Team Structure is to concentrate on each and every employee
and make the employee comfortable to work in the organisation.
Even the personal and professional problems of the employee can
be solved and make the performance met the organisational
standards.
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BENEFITS VS EMPLOYEE
100
80
NUMBER 60
OF
EMPLOYEES 40
Se
SATISFIED 20
self insurance Salary EGES
0
BENEFITS
BENEFITS VS EMPLOYEE
100
98
96 SATISFIED
NUMBER OF EMPLOYEES
94
92
90 Series
88
BENEFITS
INTERPRETATION:
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FINDINGS
The infrastructure is found healthy and hygienic and many of the employees
There is a positive attitude towards ICICI and the company is also in the
ICICI has the highest E-Learning library which helps in grooming the
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 Security systems are user friendly and risk free in ICICI.
The travel claims and transport facilities provided by ICICI are easy to avail
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The Travel benefits and discounts given by ICICI are World wide and can be
SUGGESTIONS
employee.
To improve the relation between the senior management of the company and
Should concentrate more on the six sigma process feedbacks to improve the
goals.
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BIBLIOGRAPHY
INTERNET
www.google.com
www.ask.com
BOOKS
Human Resource and Personnel Management – William Wrether
ICFAI University Press – HRM Review