QWL

CONTENTS

CHAPTER

INTRODUCTION............................................1

NEED FOR THE STUDY

METHODOLOY3

SCOPE OF THE STUDY

PERIOD OF THE STUDY

LIMITATIONS OF THE STUDY

OBJECTIVES OF THE STUDY

INDUSTRY & COMPANY PROFILE........................2

CHAIRMANS FOREWORD

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QUALITY OF WORK LIFE ANALYSIS
DATA ANALYSIS ..3
FINDINGS AND SUGGESTIONS...............................4
CONCLUSION......................................................5
BIBLIOGRAPHY..........................................................6
QUESTIONNAIRE

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CHAPTER I

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INTRODUCTION
The term refers to the favourableness or unfavourable ness of a total job
environment for people. QWL programs are another way in which organisations
recognise their responsibility to develop jobs and working conditions that are
excellent for people as well as for economic health of the organisation. The
elements in a typical QWL program include open communications, equitable
reward systems, a concern for employee job security and satisfying careers and
participation in decision making. Many early QWL efforts focus on job
enrichment. In addition to improving the work system, QWL programs usually
emphasise development of employee skills, the reduction of occupational stress
and the development of more co-operative labour-management relations.
A Rationale
Forces For Change
Humanised Work Through QWL
Job Enlargement vs. Job Enrichment
Difference between job enrichment and job enlargement
Higher-

Job enrichment

Job

enrichment

order

and enlargement
Lower-

Routine job

Job enlargement

order
Few

Many
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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 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.
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The policies lay down by the organisation for the employees.

Management Support.

METHODOLOGY

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 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.

SCOPE OF THE STUDY

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

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The study is confined to the interaction with 150 employees to

know about the working conditions and their opinion about the organisation.

PERIOD OF THE STUDY

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

LIMITATIONS OF THE STUDY

The quality of the performance depends on the employee and
employer relationship. Within less span of time I have tried to completely
analyse the opinion of the employees towards their organisation and employers.
The study covers only the Quality of work life of the company
with the help of secondary data collected from the office. The data collected is
based on the financial statements, which may have certain limitations.

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.

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

organisation.
3. To know the opinion of the employee towards the Security systems of
the organisation.
4. To know the opinion of the employee towards the Allowances and
Employee benefits provided by the organisation.
5. To know the opinion of the employee towards the Various Leave
Policies of the organisation.
6. To know the opinion of the employee towards the hierarchy and their
support for the individual development in the organisation.

7. To know the opinion of the employee towards the Performance

appraisal System in the organisation.
8. To know the opinion of the employee towards the approach of the
organisation for the value of their health.
9. To know the opinion of the employee towards the approach of the
organisation for the value of their Self respect.
10. To know the opinion of the employee towards the quality control of
the organisation.

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11. To know the opinion of the employee towards the approach towards
the Business Continuity management in the organisation.
12. To know the opinion of the employee towards the Team building,
team management and team work in the organisation.
13. To know the opinion of the employee towards organisational
approach towards them and their family, benefits provided to the
employee and various other accidental claims.
14. To know the opinion of the employee towards the travel claims and
transport facilities provided by the organisation.
15. To know the opinion of the employee towards their salary paid for
their service.

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LITERATURE REVIEW
RECRUITMENT
Recruitment forms the first stage in the process which continues
with selection and ceases with the placement of the candidate. It is the next
step in the Procurement function, the first being the manpower planning.
Recruitment makes it Possible to acquire the number and the types of people
necessary to ensure the continued Operation of the organization. Recruiting is
the discovering of potential applicants for actual or anticipated organizational
vacancies.
Defined:
Recruitment is a process to discover the sources of manpower to meet
the requirements of the staffing schedule and to employ effective measures for
attracting that man power in adequate numbers to facilitate effective
selection of an efficient workforce. The purpose of recruitment is to locate
sources of manpower to meet job requirements and job specifications.
Recruitment has been regarded as the most important function of personnel
administration, because unless the right type of people are hired, even the
best plans, organizational charts and control systems would not do much good.
Recruitment is a continuing function involving efforts to attract
employees equipped with desirable qualities to fill up the vacant positions
matching the personal qualities of the would-be employees with the job
requirements. Thus it relates to the supply of potential employees for jobs in
an organization.
Factors affecting recruitment;

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All organizations, whether large or small, do engage in recruiting
activity though not to the same extent. This defers with

The size of organization, rate of growth of organization

The employment conditions in the community where the

organization is located

The

effects

of

past

recruiting

efforts

which

shows

the

organizations ability to locate, keep good performing people.

Work

conditions, salary benefit

packages

offered

by the

organization- which may influence turnover & necessitates future

recruiting.

The level of seasonality of operations and future expansion and

production programmes.

Cultural, economic and legal factors etc.

RECRUTIMENT POLICY:
Recruitment policy asserts the objectives of recruitment and
provides and frame work of implementation of the recruitment programme in
the form of procedures. According to Yoder, such a policy may involve a
commitment to broad principles such as filling vacancies with the best
qualified individuals. It may embrace several issues such as extent of promotion
from within, attitudes of enterprise in recruiting its old employees, handicaps,
minority groups, women employees, part time employees, friends and relatives
of present employees. It may involve the organization system to be developed
for implementing recruitment programme and procedures to be employed.
A good recruitment policy must contain these elements,

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Organizations objectives both in short term and long term must

be taken into consideration as basic parameter for recruitment
decisions and needs of the personnel.

Identification of recruitment needs to take decisions regarding

the balance of the qualitive dimensions of the would be recruits.

Preferred sources of recruitment.

Criteria of selection and preferences.

The cost of recruitment and financial implications of the same.

According to Yoder, the recruitment policy is concerned with quantity

and qualifications of man power it established broad guidelines for staffing
process. A recruitment policy in its broadest sense, involves a commitment by
the employer to such principles as;

To find and employ the best qualified persons for each job.

To retain the best and mast promising of those hired.

To offer promising opportunities for lifetime working careers.

To provide programmes and facilities for personal growth on the

job.

Prerequisites of a good recruitment policy

The recruitment policy of an organization must satisfy the following conditions;

It should be in conformity with its general personnel polices.

It should be flexible enough to meet the changing needs of an

organization.

It should be so designed as to ensure employment opportunities

for its employees on a long term basis so that the goals of the
organization should be achievable and it should develop the
potentialities of employees.

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It should match the qualities of employees with the requirements

of the work for which they are employed.

It should highlight the necessity of establishing job analysis.

SOURCES OF RECRUITMENT:
The organizations activity begins with considering the most likely
source of type of employee it needs rather than recruiting applicants. some
companies try to develop new sources while most try to tackle the existing
sources they have. The sources of supply do not remain constant but vary from
time to time. This implies that managers must pay attention to local, statewide
and national factors responsible for the variability of sources. These sources
may be termed as internal and external mode of recruitment.
INTERNAL SOURCES:
Internal sources are the most obvious sources. These include personal
already on the pay roll of an organization. When ever any vacancy arises,
somebody from within the organization is upgraded, transferred, promoted.
This source also included personnel who were once on the payroll of the
company, but who planned to return or whom the company would like to hire,
such as those on leave of absence, those who quit voluntarily or those on
production lay-off.
Internal sources it includes:
(i) present permanent employees:
Organizations consider the candidates from this source for higher level
jobs due to
(1) Availability of most suitable candidates for jobs relatively or equally to the
external source.
(2) To the policy of the organization to motivate the present employees
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(ii) Present temporary or casual employees;

Organizations find this source is fill the vacancies relatively at the lower
level owing to the availability of suitable candidates or trade and pressures or
in order to motivate them on the present job.
(iii) Dependends of deceased, disabled, retired and present employees:
Some organizations with a view to developing the commitment and
loyalty of not only the employee but also his family members and to build up
image provide employment to the dependents of deceased, disabled and
present employees. Such organizations find this source as an effective source
of recruitment.
Merits:

It improves the morale of the employees.

The employer is in a better position to evaluate those employed

than outside candidates. This is because the company maintains a
record of the progress, experience and service of its employees.

It promotes loyalty among the employees for it gives a sense of

job security and opportunities for advancements.

The employees require little training, as they are aware of the

companys policies and operating procedures resulting in low cost
and less time.

Demerits;

It often leads to inbreeding and discourages new blood.

There are possibilities that internal sources may dry up and it may
be

difficult

to

find

requisite

personnel

from

within

an

organization.
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On jobs, which require original thinking, this practice is not

followed.

As promotion is based on seniority the danger is that capable

hands may not be chosen.

EXTERNAL SOURCES:
External sources lie outside the organization. they include new
entrants to employees force, the un employed with the wide range of skills and
abilities; retired experienced persons; others not in the employees force.
These sources include the college students, the un employed
outsiders, retired experienced persons and others not in the employees force.
It is further sub-divided as:
(i) Campus recruitment:
Most of the organizations contact various educational institutions
in order to get in experienced candidates. The bio-data of each candidate is
obtained from the institution and evaluated for the selection process after the
recruitment in the campus is completed indicates that the number of members
constituted by the most effective recruiting them should be between 30 and 45
and they should have through knowledge of the company and the job.
(ii)Private employment agencies:
These agencies or consultants are appointed by the organization
to perform the recruitment function on behalf or Client Company by charging
fee so that the company can concentrate more on their operational activities.
(iii)Public employment exchange:
They provide information about vacancies to the candidate and
also help the organizations in findings out a suitable candidate.
(iv)Professional organizations:
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These organizations maintain complete bio-data or executive and
provide the same to the various organizations on requisitions organizations find
this source useful to recruit experienced and professional employees.
(v)Data banks:
The management can collect the bio-data of the candidates from
different sources like employment exchange, educational training institution,
candidates themselves act and fed the particulars in the computer.
(vi)Casual applications:
Some times certain organizations consider the bio-data of the candidate
who apply casually for jobs through mail or handover the application for the
job in the personnel department.
Merits:

External sources provide the requisite type of personnel having

skill, training and education upto the required standard.

Since persons are recruited from a large market, the best

selection can be made without any distinctions.

This source proves economical because potential employees do

not need extra training for their jobs.

Demerits:

This system suffers from what is called brain drain especially

when experienced persons are raided or hunted by sister
concerns.

Methods/Techniques of Recruiting:17

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While recruitment sources indicate where human recourses may be procured
the recruitment methods and techniques deal with how these resources should
be tapped. As soon as the manpower manager has determined the personal
qualities required on part of the individual to fill a vacant position and
visualized the possible sources of candidates with these qualities, his next step
relates to making contact with such candidates.
Dunn and Stephens follow three-tier classification of recruitment methoddirect, indirect and third party.
Direct Methods:Most frequent used direct methods are the traveling of the recruiter to schools,
colleges, management institutes and university departments. This type of
recruiting is performed in cooperation with the placement bureau of the
educational institutions providing assistance in attracting students, arranging
interviews and making available space and student resumes. The recruiter
should keep abreast of trends in recruiting activities of other companies so that
he plans his visits in time to recruit students.
Other direct methods include sending recruiters to establish at job fairs, using
mobile camps to visit shopping centers in rural areas and places where the
unemployed might be contracted. Indeed trade shows, country fairs, seminars
and elite business shows provide opportunities for advertising the company as a
good place to work which leads to recruiting the best candidates. Some
organizations prepare special recruiting booklets for applicants indicating
details about the company, its advantages and its employment opportunities.
These sheets provide information as to whether the potential applicants should
go through the process of a formal application.
Indirect Methods:-

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Indirect methods involve mostly advertising in newspapers, magazines, trade
journals, technical and professional journals, radio, television, internet and
other electronic media. The choice of media, place and timing of the
advertisement and appeal to the reader all determine the efficacy of the
advertisement. The main point is that the higher the position in the
organization, or the more specialized the skills sought; the more widely
dispersed advertisement is likely to be.
According to Advertisement Tactics and strategy in Personnel Recruitment, the
points that need to be borne in mind are:

To visualize the type of applicant one is trying to recruit

To write out a list of advantages a company offers

To decide where to run the advertisement

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Third Party Methods:
The most frequently used third party methods are public and private
employment agencies. Public Employment exchanges have been largely
concerned with factory employees and clerical jobs. They also provide help in
recruiting professional employees. Private agencies provide consultancy
services and charge a fee. They are usually specialized for different categories
of operations, office employes, salesmen, supervisory and management
personnel. Other third party methods include the use of trade unions.
Third party methods include the use of commercial or private employment
agencies, state agencies, and placement offices in schools, colleges and
professional associations, recruiting firms, management consulting firms,
indoctrination seminars for college professors and friends and relatives.
It also includes employee referrals, trade unions, casual employees or applicant
at the gate, unconsolidated applications, voluntary organizations and computer
data blanks. The best management policy regarding recruitment is to look first
within the organization and then for external recruitment.
Recruitment Practices in India:
The different sources for recruitment in India have been classified as

Within the organization, Badli or temporary employees

Employment agencies, Casual callers

Applicants introduced by friends and relatives in the organization

Advertisements, employees contractors

Assessment of the recruitment Procedure:

Sources of recruiting should be periodically evaluated.
The organization should first identify how an applicant was attracted to the
firm. The next step is to determine whether any one method attracts better
applicants. The last step is to use this information to improve the recruiting
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process. A successful and effective recruitment programme necessitates a welldefined recruitment policy, a proper organizational structure, and procedures
for locating sources of manpower resources, suitable methods and techniques
for utilizing these and a constant assessment and consequent improvement.
Selection Process:
The organization can make use of more than one source for carrying out the
recruitment procedure. Once the recruiting sources are identified, suitable
candidates are called for selection process.
Definition:
Selection refers to the Process of offering jobs to one or more applicants from
the applications. Great attention has to be paid to selection because it means
establishing the best fit between job requirements on the one hand, and the
candidates qualifications on the other. Faculty judgment can have a farreaching impact on the organizational functioning.
Significance of selection process:
Selection of personnel to man the organization is a crucial complex and
continuing function. The abilities of an organization to attain its goals
effectively and to develop in a dynamic environment largely depend upon the
effectiveness of its selection programme. If night personnel is selected the
remaining functions of Personnel Management becomes easier, the employee
contribution and commitment will be an optimum level and employee
employer relations will be congenial. In an opposite situation where the right
person is not selected, the remaining functions of personnel management,
employee-employer relations will not be effective. If the right person is he
becomes a valuable asset to the organization. In case of faulty selection, the
employee will become a liability to the organization.

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Steps Involved In The Selection Process:

1.

Application Form

2.

Written Examination

3.

Preliminary Interview

4.

Group Discussion

5.

Tests

6.

Final Interview

7.

Medical Examination

8.

Reference Checks

9.

Managers Decision

10.

Employment

1.

Application Form or Application Blank:

An application blank is a traditional, widely accepted device for securing

information from prospective candidates. It can also be used as a device to
screen the candidates at the preliminary level itself.
An application blank provides preliminary information as well as an aid in the
interview by indicating areas of interest and discussion. Its a good means of
quickly collecting verifiable (and there fore fairly accurate) basic historical
data (employees background) from the candidate. It also serves as a convenient
device for circulating information about the applicant to appropriate members
of the management and as a useful device for storing information for later
reference. The information furnished by the candidate should be relevant.
Some organizations make use of the Graphology technique where in the
candidate is assed to fill the application form in his own hand writing so that
tentative inference can be drawn easily. Information is generally called on the
items like family background, Educational qualifications, work experience etc.
The information enquired by different organizations will vary and would be
according to their requirements.
The application blank of each candidate is then evaluated which is carried out
based on certain parameters like his background, qualifications, experience ,
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leadership, ability, emotional and writing ability, human relations, habits,
spouse and children etc.
2.

Written Examination:

The organizations have to conduct written examinations for the qualified

candidates after they are screened on the basis of the application blanks
so as to measure the candidates ability in arithmetic calculations, to know the
candidates attitude towards the job, to measure there aptitude , reasoning
knowledge in various disciplines and general knowledge.
3.

Preliminary Interview:

These interviews are short and known as standard Interviews. This is

conducted to solicit ness necessary information from the prospective applicants
and to assess their suitability for the job. The information thus provided by the
candidate may be related to the job or personnel specifications regarding
education, experience salary expected, aptitude towards the job, age, physical
appearance and other requirements. Thus, it is a process of eliminating the
undesirable and unsuitable candidates. If candidate satisfier job requirements,
he may be selected for further process. This interview is also useful to provide
the basic information about the company to the candidate.
4.

Group Discussion:

It is a method where groups of successful applicants are brought around a

conference table and are asked to discuss either a case study or job subjectmarks. They are required to analyze, discuss, find alternative solutions and
finally select the sound solution. A selection panel observes the candidates in
the areas of initiating a discussion , explaining a problem , soliciting
unrevealing information based on the given information and using common
sense, keenly observing the discussion of others , clarifying controversial
issues, influencing others ,speaking effectively concealing and mediating
arguments among the participants summarizing and finally concluding aptly.
Based on the observation, the selection panel judges the candidates skill and
ability and rank them according to their merit.

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5.

Tests:

It would be difficult to organizations to evaluate the candidates performance

by only on the basis of application blank/or interviews. Employment tests helps
the management in evaluating the candidates suitability to the job. These tests
are also called as psychological tests because psychologists have contributed a
lot in developing these tests. Employment test is an instrument designed to
measure the nature and degree of ones psychological potentialities based on
psychological factors, essential to perform a given job efficiently. The purpose
of these tests is to help in judging the ability of a candidate in a given job
situation. The tests help in determining subsequent success on the job.
Thus, tests are useful in selection, placement promotions, performance
appraisal and promotion appraisal.
Tests are categorized in to following 5 types:
(a)

Aptitude Tests:

These tests measure whether the individual has the capacity or talent ability to
learn a given job if given adequate training. Candidate is tested for his
intelligence, or mental ability, comprehensive power, reasoning memory and
specific aptitudes such as mechanical skills, manipulate capacity, computation
etc. through these tests.
(b)

Achievement Tests:

These tests are conducted to test the job knowledge of the candidate by asking
direct questions or a portion of actual work is given to the candidate and is
asked to do it. Thus the candidate achievement in his career is tested regarding
knowledge about the job actual work experience.
(c)

Situational Tests:

This test evaluates a candidate in a similar real life situation where by he is

asked either to cope up with the situation or solve the critical situations of the
job.

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(d)

Interest Tests:

These tests have been designed to discover a persons area of interest and to
identify the kind of work that will satisfy him.
(e)

Personality Tests:

These tests involve the use of unconventional tools like graphology.

Certain

traits like analytical ability communication skills, innovativeness, self

confidence tact, emotional control, optimism, decisiveness, patience, alertness
judgment dominance etc., are tested here. Another technique that can be used
to test the above projective tests where the candidates have to draw
inferences based on ambiguous figures, pictures etc.
6.

Final Interview:

The purpose of employment interview is to find out the candidates mental and
social make-up and to know weather the qualities possessed by him make him
suitable for a job in the concern.
The purpose of interview is definitely not to confuse the candidate and, so to
say, to defeat him. There fore it must be conducted in a friendly atmosphere
and the candidate must be made to feel at ease.
An employer tries to achieve an exacting appraisal of an applicant, his previous
experience, and education, training and family background through interviews.
It enables the interviewer to judge certain qualities (manners, neatness,
appearance, ability to speak meet other people pleasantly and make a good
impression on the others) of the prospective candidate before he is selected. It
also gives an opportunity to make judgment on the candidates enthusiasm, and
intelligence and also assess subjective aspects of the candidate facial
expression, appearance, nervousness etc.
Four kinds of interviews for selection has been identified:
(a)

Preliminary Interview:

These are preliminary screening of the applicants to decide weather a more

detailed interview will be worth while. The applicant is given job details during
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the interview to afford him freedom to decide weather the job will suit him. It
is argued that preliminary interviews are unsatisfactory, first because they may
lead to the elimination of many desirable candidates, and second because of
many desirable candidates, and second because interviews may not have much
experience in evaluating candidates. The only argument for this method is that
its saves the companies time and money.
(b)

Stress Interview:

These are deliberate attempts to create pressure to observe how an applicant

performs under stress. The most important advantage of stress interview is that
it helps to demonstrate important personality characteristics which would be
difficult to observe in tension free situation.
However, this interview must be done carefully by trained and skilled
interviewers. Emotionally disturbed persons should not be subjected to stress.
It should not be done at beginning of the interview because this can make it
impossible to compare a candidates customary behavior with this behaviour
under stress. The applicant should be given a chance to recover from the stress
before he leaves.
(c)

Depth Interview:

It covers the complete life history of the applicant and includes such areas as
the candidates work experience, academic qualifications, health, interest and
hobbies. It is an excellent method for executive selection performed by
qualified personnel. It is however costs and time consuming.
(d)

Patterned Interview:

These interviews are combination of direct and indirect questioning of the

applicant. What is to be asked is already structured. The interviewer has
already certain clues and guidelines to areas which should be probed deeply.
The interview also encourages the candidate to express the relevant
information freely.

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7.

Medical Examination:

Certain jobs require certain physical qualities like clear vision perfect hearing,
unusual stating, tolerance of hard working conditions clear tone etc. Medical
examination reveals weather or not a candidate possess these qualities. The
basic aim of this examination is to judge weather the applicant is medically
suited for the specific job.
8.

Reference Checks:

After final interview and medical examination, the personnel department will
engage in checking references, candidates are required to give the name and
address of the reference in their application form. These references may be
from the individual who are familiar with the candidates academic
achievements or from the applicants previous employer who is well versed with
the applicants job performance, and even sometimes from the co- employees
The information extracted from the concerned people through these references
are job title , job specification and description, period of employment, pay and
allowances, gross emoluments, benefits provided, rate of absence, willingness
of the previous employer to employ the candidate again, candidates regularly
at work , character, progress etc. checks on references are made by mail or
telephone and occasionally in person.
9.

Final Decision by the Line Manager:

It is the last and final stage of the selection procedure. The consumed line
manager has to make the final decision weather to select or reject the
candidate after soliciting the required information from different selection
techniques.
10. Employment:
After taking the final decision the organization has to intimate this decision to
the successful as well as unsuccessful candidates. The organization sends the
appointment order to the successful candidate either immediately or after
some time depending up on its time schedule. At the same time, certain
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organizations also dispatch the rejection letters to the unsuccessful candidates
accordingly.
Placement:
Placement is defined as The determination of the job to which an accepted
candidate is to be assigned and his assignment to that job.
When once the candidates reports for the ducts, the organization has to place
him initially in that job, for which he selected.
Immediately the candidate will be trained in various related jobs during the
period of probation of training or trail. The organization generally decides the
final placement after the initial training is over on the basis of candidates
aptitude and performance during the training or probation period which ranges
between six months, and two years. If the performance is not satisfactory, the
organization may extend the probation period and ask the candidate to quit the
job. If the performance is satisfactory, his services will be regularized and he
will be placed permanently on a job.
Induction:
It is The process of receiving and welcoming the employee when he just joins
the company and giving him the basic information he needs to settle down
quickly and happily and start the work.
The new employee who is designed as a probationer to the job, is introduced to
the job location, surroundings, organizations, various employees etc. this is
conducted because of the problem of adjustment and adaptability to the new
surroundings and environment. Further, absence of information, lack of
knowledge of new environment, cultural gap, behavioral variations, different
levels of technology variations in the requirements of the job and the
organization also disturb the new employee. Further, induction is essential as a
new comer may feel insecure shy, nervous and disturb. Hence, induction plays
a pivotal role in a acquainting the new employee to the new environment,
companies rules and regulations.

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CHAPTER II
INDUSTRY & COMPANY
PROFILE

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Industry Profile:
ICICI Bank Limited (the Bank), incorporated on January 5, 1994, is a banking
company. The Bank, together with its subsidiaries, joint ventures and
associates, is a diversified financial services group providing a range of banking
and financial services, including commercial banking, retail banking, project
and corporate finance, working capital finance, insurance, venture capital and
private equity, investment banking, broking and treasury products and services.
It operates under four segments: retail banking, wholesale banking, treasury
and other banking. Retail Banking includes exposures of the Bank, which satisfy
the four criteria of orientation, product, granularity and low value of individual
exposures for retail exposures. Wholesale Banking includes all advances to
trusts, partnership firms, companies and statutory bodies, which are not
included under Retail Banking. Treasury includes the entire investment
portfolio of the Bank. Other Banking includes hire purchase and leasing
operations and other items. As of March 31, 2012, the Bank had 17 subsidiaries.
During the fiscal year ended March 31, 2013, the Company added 348 branches
and 1,475 automated teller machines (ATMs) to its network, taking its branch
and ATM count to 3,100 and 10,481 respectively at March 31, 2013. In June
2014, ICICI Bank Ltd acquired a 5.62% interest in Gokaldas Exports Ltd.
Retail Banking
The branch network serves as an integrated channel for deposit mobilization,
selected retail asset origination and distribution of third-party products, as
well as the focal point for customer service. During fiscal 2011, the Bank
continued its focus on increasing the proportion of low-cost retail deposits in
its funding base. During fiscal 2011, its retail disbursements increased as it
focused on opportunities in residential mortgages, vehicle finance and
construction equipment finance. The Company also continued to focus on
cross-selling new products and products of its life and general insurance
subsidiaries to its existing customers. As of March 31, 2013, its ATMs offer
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services such as opening fixed deposits, payment of credit card and utility bills,
payment of insurance premium, mobile re-charges and ultra fast cash.
Small Enterprises
The Company offers banking solutions to small and medium enterprises across
industry segments. The Company supports the growth of the small and medium
enterprises sector while adopting a cluster-based financing approach for
enterprises with a homogeneous profile in industries, such as infrastructure,
engineering, information technology, education, life-sciences and agri-based
businesses. The Company also offers supply chain financing solutions to the
channel partners of large corporates.
Corporate Banking
The Bank offers a suite of corporate banking products, including rupee and
foreign currency debt, working capital credit, structured financing, loan
syndication and commercial banking products and services. The Company also
puts in place product specific teams with a view to focus on designing financial
solutions for clients spread across structured finance, project finance, loan
syndication and markets. The relationship team also works with its Markets
Group to assist customers in devising and executing risk management strategies
to address foreign currency, interest rate and liquidity risks. Its loan
syndication franchise enables the Bank to structure, underwrite and syndicate
rupee and foreign currency debt with Indian and offshore investors. The Bank
has built robust sector-specific syndication skills across project finance, merger
and acquisition (M&A) financing and structured finance to provide optimal
financing solutions.
International Banking
The Companys international banking business is focused on meeting the
foreign currency needs of its Indian corporate clients and partnering them in
their global expansion, taking select trade finance exposures linked to imports
to India. ICICI Bank has subsidiaries in the United Kingdom, Russia and Canada,
branches in the United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Dubai
International Finance Centre and Qatar Financial Centre and representative
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offices in the United Arab Emirates, China, South Africa, Bangladesh, Thailand,
Malaysia and Indonesia. The Banks wholly owned subsidiary, ICICI Bank UK PLC,
has 11 branches in the United Kingdom and a branch each in Belgium and
Germany. ICICI Bank Canada has nine branches. ICICI Bank Eurasia Limited
Liability Company has one branch.
The Company develops

products

and service offerings

to meet the

requirements of the Non Resident Indian (NRI) community. The Bank launched IExpress, an instant cross-border money transfer option for NRIs through its
select partners in the Middle East. The I-Express facility offers the remitter an
option of visiting any partner outlet for instant credit into the beneficiary
account maintained with ICICI Bank in India, at no extra cost. The Company
also launched Fixed Rupee on Money2India.com, a facility that enables NRIs to
send the exact rupee amount remittance to India since the exchange rate is
confirmed at the time of initiating the remittance.
Inclusive and Rural Banking
Inclusive and Rural Banking include offering credit to the rural market through
the Bank's branches and dedicated field teams and financial inclusion through
business correspondents. The Bank focuses on improving its product and service
offerings to meet the requirements of all participants in the rural market,
including farmers, traders, commission agents, small processors and other
medium agri-corporates. The Bank focuses on building capacity to implement
its financial inclusion plan. The Bank also focused on opening accounts for
routing benefit payments under various government schemes and has received
the mandate for opening accounts of individuals under these schemes in certain
states.
The Bank has also identified 25 business correspondents having a network of
over 7,500 customer service points, to service these customers. The Bank
provides basic financial services to the unbanked and underbanked
population comprising small and marginal farmers, daily wage labourers,
beneficiaries of government. Around 47% of the Banks branches are in rural
and semi-urban areas
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Treasury
The Bank provides provide foreign exchange and derivative products and
services to customers through its Markets Group. These products and services
include foreign exchange products for hedging currency risk, foreign exchange
and interest rate derivatives, such as options and swaps and bullion
transactions.

COMPANY PROFILE
INDUSTRIAL CREDIT & INVESTMENT CORPORATION
OF INDIA (ICICI)
ICICI was formed in 1955 at the initiative of the World Bank, the government of
India and Indian industry representatives. The principal objective was to create
a development financial institution for providing medium-term and long-term
project financing to Indian businesses. Until the late 1980s, ICICI primarily
focused its activities on project finance, providing long-term funds to a variety
of industrial projects. With the liberalization of the financial sector in India in
the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services
provider that, along with its subsidiaries and other group companies, offered a
wide variety of products and services. As Indias economy became more
market-oriented and integrated with the world economy, ICICI capitalized on
the new opportunities to provide a wider range of financial products and
services to a broader spectrum of clients.
ICICI Bank was incorporated in 1994 as a part of the ICICI group. ICICI Bank s
initial equity capital was contributed 75.0% by ICICI and 25.0% by SCICI Limited,
a diversified finance and shipping finance lender of which ICICI owned 19.9% at
December 1996. Pursuant to the merger of SCICI into ICICI, ICICI Bank became a
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wholly-owned subsidiary of ICICI. ICICIs holding in ICICI Bank reduced due to
additional capital raising by ICICI Bank and sale of shares by ICICI, pursuant to
the requirement stipulated by the Reserve Bank of India that ICICI dilute its
ownership of ICICI Bank. Effective March 10, 2001, ICICI Bank acquired Bank of
Madura, an old private sector bank, in an all-stock merger.
The issue of universal banking, which in the Indian context means the
conversion of long-term lending institutions such as ICICI into commercial
banks, had been discussed at length over the past several years Conversion into
a bank offered ICICI the ability to accept low-cost demand deposits and offer a
wider range of products and services, and greater opportunities for earning
non-fund based income in the form of banking fees and commissions. ICICI Bank
also considered various strategic alternatives in the context of the emerging
competitive scenario in the Indian banking industry. ICICI Bank identified a
large capital base and size and scale of operations as key success factors in the
Indian banking industry. In view of the benefits of transformation into a bank
and the Reserve Bank of Indias pronouncements on universal banking, ICICI
and ICICI Bank decided to merge.
At the time of the merger, both ICICI Bank and ICICI were publicly listed in India
and on the New York Stock Exchange. The amalgamation was approved by each
of the boards of directors of ICICI, ICICI Personal Financial Services, ICICI
Capital Services and ICICI Bank at their respective board meetings held on
October 25, 2001. The amalgamation was approved by ICICI
Banks and ICICIs shareholders at their extraordinary general meetings held on
January 25, 2002 and January 30, 2002, respectively. The amalgamation was
sanctioned by the High Court of Gujarat at Ahmedabad on March 7, 2002 and by
the High Court of Judicature at Bombay on April 11, 2002. The amalgamation
became effective on May 3, 2002. The date of the amalgamation for accounting
purposes under Indian GAAP was March 30, 2002.
The Sangli Bank Limited, an unlisted private sector bank merged with ICICI
Bank with effect from April 19, 2007. On the date of acquisition, Sangli Bank
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had over 190 branches and extension counters, total assets of Rs. 17.6billion
(US$ 440 million), total deposits of Rs. 13.2 billion (US$ 330 million), total
loans of Rs. 2.0 billion (US$ 50million).
BOARD OF DIRECTORS
1. N. Vaghul, Chairman
2. Sridar Iyengar
3. L. N. Mittal
4. Narendra Murkumbi
5. Anupam Puri
6. Arun Ramanathan
7. M. K. Sharma
8. P. M. Sinha
9. Marti G. Subrahmanyam
10.T. S. Vijayan
11.V. Prem Watsa
12.K. V. Kamath, Managing Director & CEO

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CHAIRMANS 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, 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. Pravir vohra,
group chief technology officer. The bank technology team is aligned to
meet the evolving business needs of the respective business groups.
The Technology teams are identified as Business Technology
Solution Groups and are broadly classified into eight vertical catering
to the various initiatives of the Business Groups.
These Verticals bring in the cutting edge technology with clear
focus of low cost, scalable, and highly sustainable technology solutions
for the bank.

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

the organisation:
In ICICI, the security team is named as RCU (Risk and Compliance
Unit). RCU deals with the employee security, client security, customer security
and Organisational security.
RISK AND COMPLAINCE:
Complaince Activities:
ISMS (INFORMATION SECURITY MANAGEMENT SYSTEM)
Operational Risk
Sox Activities
Emergency Response Procedure (ERP)
Data Storage Policy
Knowledge Transition (Handover Document)
Physical Security 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.

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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.
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 co-ordinators

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

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

Employee benefits provided by the organisation:
HOUSE RENT ALLOWANCE:
For the grades Manager 2 and above the house rent allowance is
part of the supplementary allowance. For the grades Manager 1 and
below, the location specific house rent allowance is as given below:

CLASS OF

LOCATION

MMI

AMII

AMI

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

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

Officers / Secretary
Junior officers

Rs. 2000/- per month,

Rs. 1800/- per month.

(Irrespective of location of posting)

NOTE:
The location of posting will be considered for determining the rate of HRA.
In the case of Mumbai and Delhi, if the employee is posted outside the city
limit and residing in the city; the city rate will be applicable.
To avail this facility, the residence proofs needs to be confirmed through
the respective employee relation officers of different business zones.

ADDITIONAL HOUSE RENT ALLOWANCE:

Additional house rent allowance is payable to employees who have

opted for cash out of the old loan scheme. For the grades of Manager 2
and above, additional house rent allowance is a part of supplementary
allowance.

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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

MONTH

(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.

HOW TO CLAIM PETROL REINBURSMENT:

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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 Esettlement., petrol reimbursement. The proofs
of expenses need to be produced at the end of the year to salary section. If
the expenses are not supported with adequate and satisfactory proofs the
amount claimed will be taxed.
Those who have not opted for company car will be paid their
convergence allowance through the salary and applicable tax will be
deducted.
CMI and below: The allowances will be paid through salary and will be
taxed.

LUNCH ALLOWENCES:
The lunch allowance of Rs. 1300/- per month will be paid along with
the salary effective from September 1, 2007. Officer trainees, PTOs and
contractual employees are not eligible for this benefit. For Manager 2
and above, this allowance is paid as a part of supplementary allowance.
Reimbursement of domiciliary medical expenses:
ELIGIBILITY: Rs. 1250/- per month as a part of salary. At the end of
the year, declaration of expenses should be sent to pay roll for tax
rebate purposes.

Reimbursement of residential phone bills:

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Employees in the grade of Manager 2 and above, this

allowance is a part of the supplementary allowances. For employees in the
grade of Manager 1 is eligible for Rs. 250/- per month, which is paid
along with the salary.
The scheme that is already extended to some employees in the
grades other than the above mentioned grades will continue to get the
benefit till further intimation.
SHIFT ALLOWANCE:
Coverage: Any business groups where employees work in shifts outside day
time working hours should obtain prior approval from the competent
authorities of local state government bodies.
Regular Timings: All work shifts operating between 07:00hrs and 21:00hrs
would be deemed to regular working and would not be covered
under this policy.
EMPLOYEE GETS EMPLOYEE SCHEME:
This scheme is applicable only to the employees of ICICI bank and
HFC. Vacancies in the above mentioned groups will be advertised
under this scheme.

All permanent employees of ICICI Bank Ltd. (Including the

employees on probation) can refer a candidate. However, HRMG
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employees, and employees in grades AGM and above will not be

admitted to participate in the scheme.
The referred candidate should not be a relation of the referee, viz.
(spouse, brother, sister etc.)
In the event bank recruits the referred employee, the employee who
referred the candidate will be eligible for one time monetary reward.
This amount will be paid to the employee along with the salary 3
months after the candidate joins the bank. The detailed amounts are
mentioned below.
All rewards paid under the scheme will be subject to income tax
rules as applicable.
The employee who has referred the candidate should be on roll of
ICICI bank at the time 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
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referred the candidate cannot be in direct reporting relationship

with him. In the event such a situation arises, the employee who
referred the candidate should not be a part of the selection process
and will not be eligible for the amount. In case of any dispute, the
decision of the concerned HR Manager will be beneficial and
building.
Vacancies will be displayed on the internet under the employee gets
employee scheme.
If an employee wants to refer a candidate for a position, he can view
the details of the position and submit the Curriculum Vitae online.
In case any employee wants to refer a candidate and the current
advertised positions do not suit the profile of the candidate, the
resume can be uploaded without selecting any job opening.
Resumes will be accepted only through the online. To be valid under
EGES, the name provided at the time of submission should be
correctly entered in the system. EGES claim will not be processed
for incorrect entries.

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The referred candidate would require to appear for test/interview

depending on Qualification/Work experience as per the normal
recruitment process.
In the event, where the Curriculum vitae received by more than one
source, viz. employee referred/placement agencies, benefit/reward
will be given to the source from which the CV was first received.
The validity of the resume that you post on the site is six months
from the date of posting. CVs will get deleted from EGES site if
recruitment team has not use in 6 months from date of uploading of
CV. Employee may upload the CV again, if relevant.

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

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GRADE

REWARD AMOUNT

Chief Manager 1/ Chief Manager 2

Rs. 20,000/-

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:

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Working beyond office hours on Sunday / public holidays may be

unavoidable at times and as a responsible employee, one is expected to work late
or work extra whenever required, in such circumstances. The bank will reimburse
certain expenses as mentioned below:
The family pension fund is managed by regional fund commissioner on
cessation of service. The fund accumulated can be transferred or withdrawn after
completing necessary formalities. The pension under:
Gratuity:
Gratuity is payable at the time of cessation of service. Eligibility of
gratuity is as follows:
Less than 5 years of service nil.
5 to10 years of service

15 days base salary for each year

services.
More than 10 years

30 days base salary for each year of

service with a maximum of 20 years.

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

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Employees have an option to opt out of the fund and super

annnuation allowance through salary every month. This option is
available only in April every year.
On joining all employees will be paid super annnuation
allowance i.e., 15% of basic salary will be paid through salary in
every April. They will have an option to join the super annnuation
scheme, 15% of base salary will be contributed to the fund.
Necessary communication to exercise the option will be sent to
employee.
Nominations:
All employees are required to give names of their nominees to the
above funds correspondingly. Additional charges in the nomination
needs to be submitted in the prescribed form (availably on the forms
under the ICICI universe). The nominations are already submitted is
visible on the intranet under the terminal benefits, details if the
nomination is not given in case of any eventually. The PF / Gratuity/
Superannuation money cannot be paid to the successor.
To know the opinion of the employee towards the Various Leave Policies
of the organisation:
The leave policy of the organisation is to meet the following:a) To meet the diverse life stage needs of employees.
b) To create supportive environment and to enable employees to be more
productive.
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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.
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.

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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 1 st 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.
Minimum leave to be availed: Every employee who has completed
1year of service as on April 1st 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.

Number of leave
Age of the Employee

days

<31

30

31-50

60

51&above

180

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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.

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2) SICK LEAVE(SL):
Approval of SL will be based without any reference to the period of service of
employee. All SL application should be approved by the Reporting authority. Any
leave beyond 2 days should be supported by documents.
3) CASUAL LEAVE(CL):
All permanent employees in grade of Management I & below will be eligible for
12 days CL during the financial year on prorate monthly basis. Employee in the
grade of Management II and above can avail only 1CL at a time up to a mean of
12days/year.
4) Maternity Leave (ML):
The female employee who had completed 6 months service is eligible up to 180
days of paid leave.
5) Child care leave(CCL):
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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The hierarchy in ICICI plays a active role in the increase

performance of the individual employee in turn increases the organisations
growth.
At any point of time the management stand behind the employee in
case if any problem to the officer. They also share their expectations and
understanding of the employee so that the communication between both of
them is increased.
Performance analysis is the study of all the factors influencing the
performance of an employee on his job. These factors could have a
facilitating or hindering effect on the performance of the job. They are
accordingly known as facilitating and inhibiting factors.
Performance analysis reduces the subjectivity in the appraisals are
appraiser assesse not only the level of performance achieved by the
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.

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The superior should know the difficulties faced by the employee.

They should also know the extent to which the employee is aware of his
own strengths and weaknesses in relation to his performance different
tasks.
The Superior should then use this understanding and knowledge to
reinforce the strengths of the employee in identifying the capabilities and
targets for discussions, identification of developmental needs and action
plans.
Identification of factors that have helped the employee to reach the
level of performance he achieved in relation to various activities, targets
and various other functions associated with his job. These are called
Facilitating factors. Identification of factors that have prevented the
employee from doing better or those that hindered his performance. These
are called Hindering factors.
Identifying developmental needs for better performance on critical
functions associated with present role.
To know the opinion of the employee towards the Performance
appraisal System in the organisation:
Performance Appraisal:
Performance appraisal is the process of evaluating the performance
and qualifications of the employees performance of a job in terms of its
requirements.
Performance Analysis:
Performance analysis is an important component of appraisal. Any
ratings to the appraisees should be given only after a through analysis of
performance.

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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.
Reviews need to be of 3 types:
Weekly Review:
Meeting with channel heads/functional heads.
Meeting to be conducted via a concall.
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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.
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.
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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.
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

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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.
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:
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.
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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:
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.

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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 Medical Expenses along
with the other proof of investments to salary section.
The relevant bills are to be kept with the employee.

To know the opinion of the employee towards the quality control of the
organisation:
The performance of the employees is constantly monitored by the TL
and TM directly and indirectly by the CM and CH in the basic job roles of the
employee.
Where as the quality in the work life is monitored by TL and the Spocs
in the individual teams.
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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.
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.
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A number of organisation development interventions are specifically

designed to improve team performance.
Example: Team building, inter-group team building, process
consultation, quality circles, parallel learning structures, sociotechnical systems
programs.
Grid Organisation development and techniques such as role
analysis technique, role negotiation technique and responsibility charting.
These interventions apply to formal work teams as well as start-up
teams, cross-functional teams, temporary teams, and the like.
Team-building activities are now a way of life for many
organizations. Teams periodically hold team-building meetings, people are trained
in group dynamics and group problem-solving skills, and individuals are trained
as group leaders and group facilitators.
Organizations using autonomous work groups or self-directed teams
devote considerable time and effort to ensure that team members possess the
skills to be effective in groups. The net effect is that teams perform at increasingly
higher levels, that they achieve synergy, and that teamwork becomes more
satisfying for team members.
Investors are discovering why some teams are successful while others
are not. Larson and Lafasto found eight characteristics that are always present in
successful teams:

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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 common working approach, develop high levels of
complimentary skills, and hold themselves mutually accountable for results.

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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 cross-functional,

autonomous, empowered teams are what the best organisations are using right
now to outdistance the competition.
Small project teams have the ability to produce high quality, superior
customer service, flexible response, and continuous learning. High responsibility,
clear objectives, and high accountability drive these project teams to outperform
traditional organisation structures on every measurable dimension.
Projects are the work of the future; teams will perform projects.
Interestingly, normal hierarchical considerations become obsolete for these
project teams you could be the boss of one team, and report to one of your
subordinates on another team.
Teams have always been an important foundation of OD, but there is a
growing awareness of the teams unique ability to create synergy, respond quickly
and flexibility to problems, find new ways to get the job done, and satisfy social
needs in the workplace.

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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.

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.

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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.
Scholarship will be available for the prescribed duration of the course
with a maximum of 5 years.
Scholarship amount within India per year would be not exceeded 2/3 rd
of expenses or Rs. 1.5 lack/year which ever is lower.
Scholarship amount outside India will not exceed 50% of the expenses
or Rs. 5 lack/year whichever is lower.
The following expenses are covered under scheme.
1. Tuition fee
2. Admission fee
3. Text books relevant to the course.
Procedure of payment:
Payment will be based on the production of the actual receipts/bills. The
payment will be credited to the students ICICI bank account.

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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.

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.
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

this

benefit

The LTA is paid monthly through salary.

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

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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.
Road travel has to be compulsorily supported by toll tax receipts
and other supporting documents.
Expenses towards travel abroad will not be considered for tax
rebate as per the IT rules. Tax rebate as per It rules can be provided only
twice in a block of 4 years and the current block is 2006 2009.
Minimum 2 days leave should be availed for availing tax rebate.
To know the opinion of the employee towards their salary paid for
their services:
SALARY AND ALLOWANCES:

Basic ay and supplementary allowances are two components of

salary and allowances. The proof of expenses for car maintenance for those
who have taken the company car under the schedule and expenses on travel
tickets for leave travel allowances need to be submitted at the end of the
year.
For claiming tax rebate the option to choose the payment will be
available once in the year, unless and until there is a change in the
supplementary allowances. Lunch expenses reimbursement is a part of the
supplementary allowance and no other claim for reimbursement will be
allowed.

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On transfer to new locations, the supplementary allowance will be

readjusted.
MANAGER 1 AND BELOW:
The salary and allowances includes basic salary, location specific
house rent allowance, convergence allowance, transport allowances,
medical allowances, additional HRA. If opted for a loan encashment and
leave travel allowances, lunch expenses reimbursement then payable along
with salary.
To know the opinion of the employee towards the approach of the
organisation for the value of their Self respect:
ICICI has the complete control in the employee- employee relation ship. In
case of any adverse conditions where the self respect of the employee is getting
impacted, ICICI will never take a way back to take the disciplinary action on the
other employee who held responsible for the situation with proper investigation.
Thus creating the faith and trust on the organisation and feel comfortable to work
with.
To know the opinion of the employee towards the approach towards the
Business Continuity management in the organisation:
ICICI stands first in case of analysis of market condition and in
guessing the problem and finding the solution immediately before the problem
exists.
The competency level of ICICI play a major role in planning or decision
making in case of any adverse situation.

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CHAPTER III

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PROFITABILITY RATIO
A class of financial metrics that are used to assess a business's ability to
generate earnings as compared to its expenses and other relevant costs
incurred during a specific period of time. For most of these ratios, having a
higher value relative to a competitor's ratio or the same ratio from a previous
period is indicative that the company is doing well.
Some examples of profitability ratios are profit margin, return on assets and
return on equity. It is important to note that a little bit of background
knowledge is necessary in order to make relevant comparisons when analyzing
these ratios.
For instances, some industries experience seasonality in their operations. The
retail industry, for

example, typically experiences

higher revenues and

earnings for the Christmas season. Therefore, it would not be too to

compare retailer's fourth-quarter profit margin. With useful its first-quarter
profit other hand, comparing a retailer's fourth-quarter profit
margin with the profit margin from the same period a year before would be far
more informative.
OPERATING MARGIN

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A ratio used to measure a company's pricing strategy and operating efficiency.
Operating margin is a measurement of what proportion of a company's revenue
is left over after paying for variable costs of production such as wages, raw
materials, etc. A healthy operating margin is required for a company to be able
to pay for its fixed costs, such as interest on debt. It Is Also known as
"operating profit margin."

Calculated as:

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QUALITY OF WORK LIFE

1. Data of the employee opinion on various leaves provided and their
rules:
The total employees whose opinion is considered for the study are 150.
Number of female employees: 75
Number of male employees: 75

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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.

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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.

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

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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.

3. Data of the employee opinion on Infrastructure :

INTERRETATION:
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The environment or infrastructure in ICICI is pleasant, spacious,

stylish and hygienic.

4. Data of the employee opinion on team building :

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.
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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.

5. Data of the employee opinion on employee benefits, allowances,

health care policies provided :

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

CHAPTER IV
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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.

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The Quality control systems of the organisation helps the employee to avoid
the mistakes and improve their performances
Employees in ICICI are always supported by the hierarchy in their personal
and professional life.
The Security systems are user friendly and risk free in ICICI.
The travel claims and transport facilities provided by ICICI are easy to avail
and secured enough to travel with.
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.

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CHAPTER V
CONCLUSION

The conclusion of this survey or analysis done on the topic quality of work life
is,
There are good levels of quality of work life in the organization and if the
organization can keep more efforts in reducing the stress levels then there will
be full levels of quality of work life.
The organization must keep attention towards the employees flexi-time or job
rotation facilities
Overall the information collected from the employees shows that there are
good levels of quality of work life in the
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ICICI BANK Pvt. Ltd. The project was successfully completed.

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CHAPTER VI

BIBLIOGRAPHY

INTERNET

www.google.com

www.ask.com

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BOOKS

Human Resource and Personnel Management William Wrether

ICFAI University Press HRM Review

QUESTIONNAIRE
Dear Respondent,

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Name
of
the
organization:
___________________________________________

Name of the employee:

______________________________________________
Age:
_____________________________________________________________
Marital Status:
____________________________________________________
Job Title:
_________________________________________________________
Department /Branch:
_______________________________________________
Designation:
_______________________________________________________
Working hours/Days:
_______________________________________________
1. The job is Satisfactory,

a) Agree b) Strongly Agree c) Disagree d) Strongly Disagree

2. How do you rate the transport facilities provided by the company

a) Completely

b) Partially

c) Not at all

3. Are the safety measures adopted by the company are good?

a) Strongly agree b) Agree c) Satisfactory d) Disagree

e) Strongly disagree
4. Do you think the wage policies adopted by the company are reasonable?

a) Strongly agree b) Agree c) Satisfactory d) Disagree e) Strongly disagree

5. The Organization gives you freedom to use your skills in your area of job?

a) Strongly Agree b) Agree c) Neutral d) Disagree

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e) Strongly Disagree
6. The management gives you recognition for good results achieved

a) Strongly Agree b)Agree c) Satisfactory d) Disagree

e) Strongly Disagree
7. How do you rate the suggestion scheme implemented by the company?
8.

a) Excellent b) Very good c) Good d) Satisfactory

The work timings of the organization are,
a) Excellent

b) Very good c) Good d) Satisfactory

9. The motivation given at the work place by the supervisors/Senior Authority is

helpful,
a) Strongly agree b) Agree c) Satisfactory d) Disagree
e) Strongly disagree
10. The relation with my immediate superior is,

a) Excellent

b) Very good c) Good

d) Satisfactory

e) Bad

11. The relation with my sub-ordinates is good,

a) Yes b) To some extent c) No

12. The company communicates the every new change that takes place.

a) Yes

b) To some extent

c) No

13. Is the feedback given to us about the work done by the supervisors useful

a) Completelyb) Partially

c) Not at all

14. Is the training provided in the company sufficient?

a)Yes b) To some extent c) No

15. The procedure followed for Job Rotation is ,

a) Excellent

b) Very good c) Good

d) Satisfactory

16. Are you satisfied with the medical reimbursement scheme provided by company?

a) Completely

b) Partially

c) Not at all

17. The Welfare activities provided are helpful,

a) Strongly agree b) Agree c) Satisfactory d) Disagree

e) Strongly disagree
18. The job utilizes most of my skills and abilities,

a) Strongly agree b) Agree c) Satisfactory d) Disagree

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e) Strongly disagree
19. I am ready to take additional responsibilities with my job,

a) Yes b) No
20. How motivating is the work environment?

a) Extremely motivating b) Fairly motivating

c) Neither motivating nor de motivating
21. The training programs should be conducted more extensively,

a) Strongly agree b) Agree c) Satisfactory d) Disagree

e) Strongly disagree

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