T.Y.

BBI ICICI BANK

EXECUTIVE SUMMARY
The main object of the project was to learn about the various products
that the bank had to offer to the customers, learn about the latest 5 S
Philosophy that the bank has implemented, also learn the Retail Business
Development Model that is basically a new dimension of selling product to
customers, analyze the awareness of the Bank@home service with existing
customers, educate them regarding the same and motivate them to enroll for
the service and also try to assess why the customers are resisting to use the
service and finally encourage corporate organizations that maintain their
salary accounts with the bank to get a corporate box installed in their office
premises.

In order to understand and analyze the awareness of Bank@home

service a questionnaire was prepared and the focus was on the walk inns at
the branch that already are customers of the bank. The idea was to analyze
the various issues as mentioned above. The analysis showed that many of the
existing customers who live even far off from the branch have high
frequency of visits to the branch. The analysis also clearly showed that the
awareness regarding the service was extremely low.

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T.Y.BBI ICICI BANK

OBJECTIVE:

1. To gain knowledge of the various products and their features

through observation method and through secondary data.

2. To understand daily operations of the bank

3. To learn Retail Business Development Model
4. To convince organizations to install Corporate Boxes in their
primises and explain to them the advantages and the
functioning of the same and get the employees enrolled for the
same

Limitations:

Paucity of time
Concentrating on the happenings on specific branch and not
on the bank policies on a whole

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T.Y.BBI ICICI BANK

RESEARCH METHODOLOGY

Secondary Data:
Was collected from internet and intranet within the company for:
Understanding the product and the features .
Understanding the functioning of Bank@home.
Obtaining the documents for Corporate Boxes.
Information collected form guidance of superior managers to
understand the RBD process

Primary Data:
The data consisted of:
Information collected with the help of Questionnaire for
analyzing Bank@home service. Sample size of which was 200
existing customers. Personal interview was done with the walk
ins.
Observation method was used for understanding various products
and their features and understanding the 5 S Philosophy

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T.Y.BBI ICICI BANK

OVERVIEW OF THE ICICI BANK

INTRODUCTION
The banking sector reforms undertaken in India from 1992
onwards were basically aimed at ensuring the safety and soundness
of financial institutions and at the same time at making the banking
system strong, efficient, functionally diverse and competitive. The
reforms included measures for arresting the decline in productivity,
efficiency and profitability of the banking sector. Furthermore, it
was recognized that the Indian banking system should be in tune
with international standards of capital adequacy, prudential
regulations, and accounting and disclosure standards. Financial
soundness and consistent supervisory practices, as evident in our
level of compliance with the Basel Committees. Core Principles
for Effective Banking Supervision, have made our banking system
resilient to global shocks.

India has not faced any major economic/financial crises,

though in 1990-91, there was some pressure on the external sector
with the current account deficit and external debt servicing
reaching large proportions. However, due to prudent
macroeconomic policies, it was possible to return the country to a
sustainable growth path. As well as the long history of regulation
and supervision, Indian banks have limited exposure to sensitive

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T.Y.BBI ICICI BANK

sectors such as real estate, equity, etc, strict control over off-
balance sheet activities, larger holdings of government bonds
(which helps limit credit risk), relatively well- diversified credit
portfolios, statutory restrictions on connected lending, adequate
control over currency and maturity mismatches, etc, which has
insulated them from the adverse impact of financial crisis and
contagion. Banks in India have played a significant role in the
development of the Indian economy.
However, with the structural reforms initiated in the real
economy from the early 1990s, it was imperative that a vibrant
and competitive financial system should be put in place to
sustain the ongoing process of reforms in the real sector.

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T.Y.BBI ICICI BANK

INTRODUCTION TO ICICI BANK

COMPANYS PROFILE:
ICICI Bank is India's second-largest bank with total assets of about
Rs.1,67,659 crore at March 31, 2005 and profit after tax of Rs. 2,005 crore
for the year ended March 31, 2005 (Rs. 1,637 crore in fiscal 2004). ICICI
Bank has a network of about 560 branches and extension counters and over
1,900 ATMs. ICICI Bank offers a wide range of banking products and
financial services to corporate and retail customers through a variety of
delivery channels and through its specialized subsidiaries and affiliates in
the areas of investment banking, life and non-life insurance, venture capital
and asset management.

ICICI Bank set up its international banking group in fiscal 2002 to

cater to the cross border needs of clients and leverage on its domestic
banking strengths to offer products internationally. ICICI Bank currently has
subsidiaries in the United Kingdom and Canada, branches in Singapore and
Bahrain and representative offices in the United States, China, United Arab
Emirates, Bangladesh and South Africa.

ICICI Bank's equity shares are listed in India on the Stock Exchange,
Mumbai and the National Stock Exchange of India Limited and its American
Depositary Receipts (ADRs) are listed on the New York Stock Exchange
(NYSE).

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T.Y.BBI ICICI BANK

As required by the stock exchanges, ICICI Bank has formulated a

Code of Business Conduct and Ethics for its directors and employees.

BOARD MEMBERS
Board Members
Mr. N. Vaghul, Chairman
Mr. Uday M. Chitale
Mr. Sridar Iyengar
Mr. Lakshmi N. Mittal
Mr. Anupam Puri
Mr. Vinod Rai
Mr. Somesh R. Sathe
Mr. M.K. Sharma
Mr. P.M. Sinha
Prof. Marti G. Subrahmanyam
Mr. T.S.Vijayan
Mr. V. Prem Watsa
Mr. K.V. Kamath, Managing Director & CEO
Ms. Lalita D. Gupte, Joint Managing Director
Ms. Kalpana Morparia, Deputy Managing Director
Ms. Chanda Kochhar, Executive Director
Dr. Nachiket Mor, Executive Director

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T.Y.BBI ICICI BANK

CORPORATE SOCIAL RESPONSIBILITY

SOCIAL INITIATIVES GROUP (SIG):

ICICI Bank's social sector initiatives aim to resolve some of the most
fundamental developmental problems facing India today. Its involvement is
primarily in terms of non-commercial support to fill knowledge and practice
gaps in specific thematic areas Early Child Health, Elementary Education
and Micro Financial Services.

SIG interactive platform that seeks to:

Bring together participants in the development process to widen and

deepen the discourse informing development practice. Interactive
features include discussion boards and facilities to post papers, articles
or other resources.

Publish research related to innovations and significant problems

within the identified thematic areas.

Enable online application for funding.

MISSION STATEMENT OF SIG

The mission statement of the SIG is "to identify and support initiatives
designed to improve the capacities of the poorest of the poor to participate in
the larger economy". The SIG believes that the three fundamental capacities
any individual should possess to be able to participate in the larger economy
are in the areas of health, education and access to basic financial services.

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T.Y.BBI ICICI BANK

Within these broad areas, infant health at birth, elementary education and
micro financial services define the areas in which the SIGs work focuses

At a very basic level, the programmes and projects supported by the

SIG are required to cater to the poorest. They should enable them to become
active and informed participants in socio-economic processes as opposed to
passive observers. These initiatives must be output oriented, with a focus on
producing measurable outcomes that meet a minimum quality requirement.
The initiatives also need to be cost-effective. This is in recognition of the
fact that resources are limited and their efficient use is imperative if the
maximum number is to benefit. Cost-effectiveness also facilitates the
adoption of the initiative in other contexts.

The initiative must be scalable. Scalability implies the ability to draw

upon important elements of a programme and adapt them to suit the needs of
a specific situation. It should be possible to do so at a national level. Even if
the programme itself is not directly scaleable, it should be possible to take
away significant lessons from it in order to enrich work in other settings.

FOCUS AREAS OF SIG

The SIG has three focus areas:

Early Child Health

Elementary Education

Micro Financial Services

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T.Y.BBI ICICI BANK

OPERATIONS AND PRODUCT FEATURES

ICICI Bank offers wide variety of Deposit Products to suit customer

requirements. Coupled with convenience of networked branches/ over 1800
ATMs and facility of E-channels like Internet and Mobile Banking, ICICI
Bank brings banking at the doorstep.

SAVINGS ACCOUNT:
ICICI Bank offers customers a power packed Savings Account with a
host of convenient features and banking channels to transact through. So
now customers can bank at their convenience, without the stress of waiting
in queues. ICICI Bank provides its customers with various types of savings
accounts keeping in mind different needs of different people.

Normal Savings Account

Special Savings Account
Senior Citizen Accounts
Young Stars Accounts
Women Accounts

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T.Y.BBI ICICI BANK

FIXED DEPOSITS:
ICICI provides its customers with various
kinds of Fixed deposit facilities that are flexible and cater to customers who
have different needs and wants in their fixed deposits.

ICICI provides a Fixed Deposit that allows customers to deposit their

money for just as long as you wish. The Fixed Deposits can be opened for
periods ranging from 15 days to 10 years.

Salient features of a normal fixed deposit

Allows customers to open fixed deposits for periods ranging from 15

days to 10 years and a choice of two investment plans:

RECURRING DEPOSIT:

ICICI Bank's Recurring Deposits are the ideal way to invest small
amounts of money every month and end up with a large saving on maturity.
It aims to encourage savings without putting any stress on customers
finances by making them to put a lump sum amount in fixed deposit in one
go. The recurring deposit also attracts high rate of return that are identical to
the fixed deposit rates and most importantly no TDS is applicable on it. The
minimum balance of deposit is of Rs.500 and thereafter in multiples of
Rs.100 the minimum period is 6months and thereafter in multiples of
3months, nomination facility is also available.

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T.Y.BBI ICICI BANK

CURRENT ACCOUNTS:

Every business requires efficient banking facilities to support its

business activities. ICICI Bank offers premium quality service, unfolding a
wide array of class products. With technology leadership and service the
bank is able to meet some of the most challenging financial needs of clients.

Benefits of current account

Unlimited Withdrawal and Deposit

Unlimited Cheque book
Demand Drafts and Payorders
Funds Transfer ( Local or Anywhere)
Collection of Cheques/ Drafts
Statements,Advices, Daily statement by e-mail
Cash withdrawal and Deposits
Call center
Internet Banking

Added features of Current Account

Multicity Cheque payment facility at over 155 centers

Anywhere Banking facility
Doorstep Banking - Pick up and delivery of Currency / Cheque
Mobile Banking

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T.Y.BBI ICICI BANK

CARDS & LOANS

LOANS:

Personal loans :
As a special offering, our Salary Account customers would be extended
personal loans.

Home loans:
Home Loans from ICICI Bank comes to you with attractive interest rates
and personalised service in the comfort of your home

Car loans :.

Loans from ICICI Bank come to you with instant approval, hassle-free
documentation and competitive interest rates.

Two wheeler loans:

Two-Wheeler loans from ICICI Bank come to you at attractive interest

rates coupled with a flexible financing option.

Loans against securities:

ICICI Bank will advance loans to Salary Account

holders against securities and mutual funds owned by them.

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T.Y.BBI ICICI BANK

INVESTMENT SERVICES

Demat services:

Demat Account allows employees transact in shares instantaneously in

a safe and secure manner.

Relief bonds / mutual funds/ insurance:

Salary Account customers can now invest in Government of India relief

and savings bonds, a basket of mutual funds, foreign exchange facilities and
Insurance products through ICICI Bank.

Gold coin:

Employees can buy 24 karats Pure Gold, which ICICI Bank brings to
you. Each coin comes to you straight from Switzerland. Refined to 99.99%
fine gold and sealed with a unique Certificate of Authencity- guaranteeing
you its purity.

LOANS:

Salient Features:

Attractive interest rates

Door-step service from enquiry stage till final disbursement
Can transfer your existing high-interest rate loan
Free personal accidental insurance
Special 100% funding for select properties

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T.Y.BBI ICICI BANK

Home Loan:

Interest rates on home loans have come down considerably in the last few
years. Individuals who opted for housing loans in the years gone by, are still
servicing them at 17% to 21% per annum. Quite a price to pay, since one can
get a loan today for around 12% per annum. In such a case, you can opt for a
balance transfer. Under this scheme, customers can replace their existing old
high interest loan by a cheaper (equal to applicable current rates) loan. ICICI
Home Finance will not only finance the balance amount of outstanding loan
but also your prepayment charges to the old housing finance company.
The result:

A lower EMI with the same tenure

A reduced tenure with the same EMI
A reduced tenure and EMI
The same EMI and tenure but an additional amount as a loan
For a detailed view on the savings you can avail of by opting for this
facility, read Why it makes sense to transfer your loan

Personal Loans:

Salient Features are:

Loans for salaried & self employed individuals.

Loans are available from Rs. 20,000 to Rs. 15 Lakhs.

Repayment tenures from 12 - 60 months.

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T.Y.BBI ICICI BANK

No Security,Collateral or Guarantors required.

Loans can be used for any purpose with no questions asked regarding
the end use of the loan.

A balance transfer facility available for those who want to retire any
higher debt.

All loan repayments are done via equated monthly instalments (EMI).

Car Loans:

ICICI is the number one financier for car loans in the country.

Network of more than 1500 channel partners in over 780 locations.

Tie-ups with all leading automobile manufacturers to ensure the best
deals.
Flexible schemes & quick processing.
Hassle-free application process on the click of a mouse.
All loans at the sole discretion of ICICI Bank Ltd.

Two Wheeler Loans

"Zoom" away in your favourite two wheeler. ICICI provides attractive

schemes at competitive interest rates.

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T.Y.BBI ICICI BANK

Finance facility available for all two wheelers ranging from mopeds to
motor bikes.

Now avail Finance upto 90%* of the On Road Cost of the vehicle,
repayable in convenient tenure options ranging from 6 months to 36
months*.

Ride Easy Pay Easy with ICICI Bank Two Wheeler Loans.

In an unlikely case of your not meeting our norms NO PROBLEM -

you can still avail our loan, any blood relative can be your co-
applicant.

Existing ICICI Bank Customers ride away on your favourite Two

Wheeler by availing Loan On Phone*-- a facility to get an instant loan
over the phone!!

Apply for loan online, call or through sms

COMMERCIAL VEHICLE LOAN

Reaches you through more than 700 locations across the country.
Range of products under one umbrella.
Funding of various products like HCVs, Buses, MCVs, LCVs, 3
wheelers & used vehicle.
Range of services on existing loans & extended products like funding
of new vehicles, refinance on used vehicles, balance transfer on high

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T.Y.BBI ICICI BANK

cost loans, top up on existing loans, Xtend product, working capital

loans & other banking products..
Preferred financier status with most of the leading manufacturers.
Simple documentation.
Quick turn around time.

LOAN AGAINST SECURITIES

Loans against Securities enables customers to obtain loans against

their securities. So they get instant liquidity without having to sell their
securities.

All customers have to do is pledge your securities in favour of ICICI

Bank The Bank will then grant them an overdraft facility upto a value
determined on the basis of the securities pledged by them. A current
account will be opened and customer can withdraw money as and when
they require. Interest will be charged only on the amount withdrawn and
for the time span utilised.

ICICI offer loans against:

Demat Shares
RBI Relief Bond
Mutual Funds Units
India Millennium Deposits (IMDs)
ICICI Bank Bonds
Life Insurance Policies (Single Premium)

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T.Y.BBI ICICI BANK

FARMER EQUIPMENT LOAN

ICICI is the preferred financier for almost all leading tractor

manufacturers in the country
ICICI finances farm equipments in over 381 locations spread
across the country.
Provides fast processing of files with easy documentation.
Flexible repayment options in tandem with the farmer's seasonal
liquidity.
Monthly, Quarterly and Half-yearly repayment patterns to choose
from.
Comfortable repayment tenures from 1 year to 6 years.

CONSTRUCTION EQUIPMENT LOAN

Having funded infrastructure for over 4 decades, ICICI understands

the need of the customers better. ICICI Bank offers attractive financial
packages through their excellent distribution network. The products are
customised for new entrepreneur to large business houses. ICICI has tie-
up with leading construction equipment manufacturers for wide range of
products. The Bank take over existing high cost loans at competitive
terms resulting in huge savings and is quick in processing due to easy
formalities and one time sanction of loans for disbursement over a period
of time.

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T.Y.BBI ICICI BANK

OFFICE EQUIPMENT LOAN:

Minimum documentation required
Doorstep Service
Competitive Interest rates
Flexible repayment structure
Hassle-free application process with the click of a mouse.
Details on your application status online

MEDIACL EQUIPMENT LOAN:

Professional doctors are aware of the distinct advantages that the
latest medical equipment can give their patients. ICICI Bank Medical
Equipment Loans supports professionals in their effort to give the best to
their patients. It's our humble way of being involved in a noble
profession.

Loans are offered for:

Purchase of New equipments.
Takeover of Existing loans.
Our Key features are:
Doorstep Service.
Funding in more than 150 locations across the country.
The bank provides Competitive interest rates.

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T.Y.BBI ICICI BANK

ICICI also offers flexible repayment structure.

CARDS:
CREDIT CARD:
Features of ICICI Credit Cards:

Bandhan:
Customers can freely present a maximum of two add-on Cards to their
wife, sister, brother, parents or children above 18 years of age. To apply for
this add-on Card, referred to as "Bandhan", customers can just call the ICICI
Bank 24-hour Customer Care Centre and place their request with an
executive. A form will be sent to them. Also if customer has linked your
Credit Card with your Internet banking User-id then the customer can also
place their request for an add-on Card online.

Balance Transfer Facility

If customers own Credit Cards issued by other banks and wish to apply
for an ICICI Bank Credit Card, they can transfer the outstanding balance
from your other Card(s) on to the ICICI Bank Credit Card. This transferred
outstanding will attract an interest rate of just 1.75% for the Blue & Silver
Cards and 1.50% in case of the Gold Card. And whats more, this beneficial
rate of interest is applicable for six months (this special interest rate will not
be applicable for new purchases). Customers can transfer any amount from a
minimum of Rs2,000 to a maximum 75% of the available credit limit on
their ICICI Bank Credit Card.

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T.Y.BBI ICICI BANK

PHOTO-CARD:
Customers have the option of having their photograph and signature
digitally imprinted on the front of the Card. This provides extra security at
any of the merchant establishments. In fact, it can be used as a proof of
identification. In the interest of their own security, we strongly recommend
that customers opt for a photo-Card. If customers had decided not to opt for
a photo Card when applying, just call the ICICI Bank 24-hour Customer
Care Centre and place your request with the executive. A form will be sent to
you.
You are then required to mail the completed form to the bank. A photo-Card
will be yours at no extra cost

Types Of Credit Cards ICICI Offers:

1. ICICI Bank Solid Gold Credit Card:

Benefits

Welcomed internationally at over 22 million merchant establishments.

High credit and cash limits.
Dial a draft free.
Balance transfer at 1.5%.
Zero lost Card liability.
Complimentary Teleoptima Calling Card.

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T.Y.BBI ICICI BANK

Access to Global Customer Assistance Services.

Purchase protection of Rs.40,000.
Most powerful catalogue based rewards Program.
Comprehensive Travel Benefits.
Comprehensive Insurance for both primary and add-on Cards upto Rs.
20 lakhs.
Household insurance upto Rs.75,000.
Baggage insurance upto Rs. 25,000.
Hospitalization Benefit policy upto Rs.50,000.
Mobile Alerts and Statement by E-mail

2. ICICI BANK - American Express Gold Credit Card:

A Privilege Card is the most powerful and exclusive International Gold

Card powered by American Express services worldwide and enjoy exclusive
benefits available only to select.

Exclusive Benefits

Most powerful catalogue based Rewards Program - Earn 1 reward

points on every Rs.25 you spend.
Emergency Assist services (Medical, Legal, Personal and Travel
services) by American Express Global network.
0% fuel surcharge
American Express Selects is an exciting selection of year round offers
and discounts. Wherever you find yourself in the world, you'll enjoy

27
T.Y.BBI ICICI BANK

exceptional value and privileges in travel, leisure, dining and

shopping.
Highest Personal Accident Insurance upto Rs.40 lakhs.
Discount of 3% on basic domestic airfares and 5% on basic
international airfares through American Express (R) Travel Service
Network. For details on the American Express (R) Travel Service
Network partners offering this service in various cities click here.

American Express Travelers Cheque and foreign exchange are easily

available through American Express Travel Service locations free of
commissions.

CLASSIC CARDS:

ICICI Bank Sterling Silver Credit Card:

A Card that offers special benefits to all members of your family starting
with a Free "Bandhan" add-on Card.

Comprehensive Insurance for both primary and add-on Cards upto Rs.
10 lakhs. Household insurance upto Rs.20,000. Baggage insurance
upto Rs. 10000. Hospitalisation Benefit policy upto Rs.25,000.
Purchase protection of Rs.20,000. Comprehensive travel related
insurance.Zero Lost Card liability.Dial a draft at 1%. Balance transfer
at 1.75%. Most powerful catalogue based rewards Program.
Comprehensive Travel Benefits. Accepted at over 22 million merchant
establishments globally. Complimentary Teleoptima Calling Card.

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T.Y.BBI ICICI BANK

Mobile Alerts and Statement by E-mail

ICICI Bank Visa Mini Card :

ICICI Bank Visa Mini Card is Indias first Mini Card, is designed
keeping customers in mind. Customers discover a whole new way of
carrying your money. Sling it around your neck, or wrap it around your
wrist, or just dangle it from your key chain whichever way. Whats more, it
comes along with a normal sized companion Card to enables customers to
use it at ATMs and at certain merchant establishments that do not have the
electronic swiping machine. Making sure that customers do not need to carry
your wallet at all.

Special Features and benefits

A set of accessories namely a Card casing, lanyard and key ring

come absolutely free with the Card.Fabulous offers on Nike,
Provogue, Cupid Jewellery from TBZ, Pizza Corner and Rediff
merchandise to access privileges and super deals at the most
happening hotspots in your city.
Regular features of ICICI Bank Sterling Silver Card.

ICICI Bank Easy Deposit Card:

ICICI Bank Easy Deposit Card is a card linked to customers Fixed

Deposit with ICICI Bank. It boosts of some never before features making it
the most powerful card in the industry.

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T.Y.BBI ICICI BANK

ICICI Bank - DENTISTS Credit Card:

Exclusive Features

FREE Professional Indemnity Insurance.

Electronic Equipment Insurance on EMI.
Savings on ICICI Bank Medical Equipment Loan.
Savings on ICICI Bank Personal Loan.

VALUE MONEY CARD:

ICICI Bank True Blue Credit Card:

India's first value for money Card. A no-frills Card packed with benefits
that matter.

Predefine your own spend limits.

Visa and MasterCard acceptability across 1,10,000 merchant
establishments in India.
Dial a draft at 1%.
Balance transfer at 1.75%
Purchase protection of Rs.10,000.
Most powerful catalogue based rewards Program.
Comprehensive Travel Benefits.

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T.Y.BBI ICICI BANK

Personal Accident Insurance of Rs.3 lakhs (air) and Rs. 1 lakh (any
other accident).
Access to 24-hour Customer Care Centre and all VISA and
MasterCard approved ATMS
Mobile Alerts and Statement by E-mail

ICICI Bank True Value Credit Card:

India's only Internationally valid value for money photo Card offering
unmatched combination of features and convenience.

A powerful Gold Rush lucky draw offer that gives over 400 gms of
Gold as prize money every month on spends of over Rs.500/- per
month
Most attractive EMI offer at just 7.5% interest p.a. with NO
processing fee - available at just phone call with no guarantor.
Free Add on Card for life.
International validity at over 12 million Visa approved merchants.
Balance transfer at only 1.75 % p.a.
Personal loan upto the available credit limit available at just 10% p.a.
and 1% processing fee after 6 months of Card usage
Personal Accident Insurance of upto Rs.3 lakhs (air) and upto Rs. 1
lakh (any other accident).
Purchase protection of Rs.10,000.
Dial-a-draft facility at only 1%
Utility bill payment facility.

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T.Y.BBI ICICI BANK

Access to 24-hour Customer Care Centre and all VISA approved

ATMS.

Corporate Cards:

The ICICI Bank Corporate Card gives organizations yet another

opportunity to recognize their senior executives in a very special way by
nominating them to become Card Members.

The Corporate Card Programme is exclusively designed to be an

effective tool in managing company's and employee's business expenses.
The Card system also gives valuable information, in the form of monthly
reports, on individual Card Member expenses and also cumulative expenses
by various Merchant Establishment categories. And of course, the Card
Member gets to enjoy all the benefits and privileges that come with an ICICI
Bank Corporate Card.

Benefits to the bank

Cost Savings:

Improved cash float: The Corporate Card minimizes the need for
cash advances and the administrative burden involved in tracking &
reconciling them. Moreover, Card Members are billed once every
month, which helps improve the Companies cash flow.
Better rates from Suppliers: Management Information (MIS)
generated by the ICICI Bank Corporate Card System helps the

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T.Y.BBI ICICI BANK

Corporation identify new savings opportunities and support fact based

negotiations with suppliers.
The Merchant Spending Report provides cumulative spending by
all Card Members split into the travel and entertainment heads for e.g.
by Hotel property, airlines, travel agencies, ATM cash with drawl, car
rentals, petrol etc. This information can be used to obtain better rates
from suppliers, and realize tangible cost savings.
No Interest costs: The ICICI Bank Corporate Card is a Charge Card
wherein bills are payable on receipt. This inculcates financial
discipline amongst employees, saving the Company unnecessary
interest burden on overdue out standing.
Corporate pricing advantage: Unlike other Cards, ICICI Bank
Corporate Card recognizes your Company's buying leverage. As the
number of Cards issued in a company increases the annual fee payable
per Card keeps reducing saving costs to the corporation

Benefits to the employees

Ease of charging and accounting business expenses

ICICI Bank provides you with a billing statement that lists all charges
on the Card date wise with complete transaction details. So you know
how much you spend and where. The Descriptive Billing statements
helps reconciliation of expenses

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T.Y.BBI ICICI BANK

Attractive spending limit. Unlike most other Cards the ICICI Bank
Corporate Card provides the flexibility to the corporate to set
spending limit for the company nominees. For the Classic Corporate
Card the minimum spend limit is Rs.40,000/- and the maximum spend
limit is Rs. 3,00,000/-, for the Gold Corporate Card the minimum
spend limit is Rs. 50,000/- and the maximum spend limit is Rs.
10,00,000/-. Frequent travelers find this facility extremely useful
when handling large expenses and during unexpected situations such
as extended business trips

Wide acceptance at quality establishments where business travelers

normally incur business expenses. ICICI Bank Corporate Card is
affiliated to Visa and is welcomed at all Visa Merchant Establishments
- 1,10,000 establishments across India and Nepal and accepted
globally by over 22 million Visa Card accepting establishments.

Global Customer Assistance Services. Visa provides the following

Card related assistance services to ICICI Bank Corporate Card
Members when traveling overseas.
o Lost/stolen Card reporting
o Emergency Card replacement
o Emergency cash disbursement

Security / Insurance Cover

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T.Y.BBI ICICI BANK

-Photo and Signature option for Individual Card Members

-Comprehensive Insurance cover

-Personal Accident Insurance of up to Rs. 5 Lakh for road/rail accident and

up to Rs 20 Lakh for air accident

-Limited loss Card liability. Post reporting the loss of Card, liability is Nil.

-Purchase Protection cover of upto Rs. 40,000

-Household Insurance cover of upto Rs. 75,000

-Hospitalisation Benefit cover of upto Rs. 50,000

-Unique lost baggage Insurance of upto Rs 25,000

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T.Y.BBI ICICI BANK

INVESTMENTS

ICICI Bank cares about all needs. Along with Deposit products and Loan
offerings, ICICI Bank assists people to manage their finances by providing
various investment options ranging from ICICI Bank Tax Saving Bonds to
Equity Investments through Initial Public Offers and Investment in Pure
Gold. ICICI Bank facilitates following investment products:

ICICI Bank Tax Saving Bonds

Government of India Bonds
Investment in Mutual Funds
Initial Public Offers by Corporate
Investment in "Pure Gold"

Customers can invest in above products through any of ICICI bank

branches. For select products ICICI Bank also provides the ease of investing
through electronic channels like ATMs and Internet (ICICIdirect.com)

BONDS:

ICICI Bank Bonds

All ICICI Bank Bonds have been rated "AAA" by CARE and
"LAAA" by ICRA indicating the highest degree of safety for your
money
Investment in ICICI Bank Bonds are eligible for tax rebate under Sec
88 to the full extent possible
Bonds are listed on BSE, NSE

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GOI Bonds

8% Savings Bonds (Taxable), 2003

Low risk.
Reasonable investment tenure.
Nomination facility available.
Cannot be traded in secondary market.
Interest income taxable.

Savings Bond - Basic Features

The main features of these bonds are as follows:

8% Savings Bonds (Taxable), 2003

Maturity Period 6 years
Rate of Interest 8.0% per annum (Taxable)
Risk Attached Low Risk
Minimum Investment Rs.1,000/-
Maximum Investment Unlimited in multiples of Rs.1,000/-
Loan Facility Not available
Overall Liquidity Not tradable
Date of Issue Date of realization of the funds

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MUTUAL FUNDS

Mutual Funds pool money of various investors to purchase a wide

variety of securities while pursuing a specific goal. Selection of Securities
for the purpose is done by specialists from the field. Returns generated are
distributed to the Investors.

Mutual Fund Companies offer various schemes. Investors can choose

any particular Fund/Scheme or mix of Funds/Schemes depending upon their
perception towards risk. Investment is done on the basis of prevailing Net
Asset Values of various schemes. Mutual Funds Investments are however
subject to Market Risks.

Advantages of Investing in Mutual Funds

Professional Money Management & Research

Mutual funds are managed by professional fund managers who regularly

monitor market trends and economic trends for taking investment decisions.
They also have dedicated research professionals working with them who
make an in depth study of the investment option to take an informed
decision.

Risk Diversification

Diversification reduces risk contained in a portfolio by spreading it. It is

about not putting all your eggs in one basket. As mutual funds have huge
corpuses to invest in, investors can be part of a large and well-diversified
portfolio with very little investment.

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Convenience

With features like dematerialized account statements, easy subscription

and redemption processes, availability of NAVs and performance details
through journals, newspapers and updates and lot more; Mutual Funds are
sure a convenient way of investing.

Liquidity

One of the greatest advantages of Mutual Fund investment is liquidity.

Open-ended funds provide option to redeem on demand, which is extremely
beneficial especially during rising or falling Markets

Reduction in Costs

Mutual funds have a pool of money that they have to invest. So they are
often involved in buying and selling of large amounts of securities that will
cost much lower than when you invest on your own

Tax Advantages

Investment in mutual funds also enjoys several tax advantages. Dividends

from Mutual Funds are tax-free in the hands of the investor (This however
depends upon changes in Finance Act). Also, capital gain accrued from
mutual funds investments for period of over one year is treated as long term
capital appreciation and is taxed at a lower rate of 10% without benefit of
indexation or 20% with benefit of indexation.

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Other Advantages

Indian Mutual fund industry also presents several other benefits to the
investor like: transparency - as funds have to make full disclosure of
investments on a periodic basis, flexibility in terms of needs based choices,
very well regulated by SEBI with very strict compliance requirements to
investor friendly norms.

GOLD:

Gold has been traditionally the most favored form of investment for
Indians. In fact, India, even today is amongst the highest consumers of Gold
in the world. However, the Gold market remains largely unorganized with
reliability and convenience remaining the key issues for gold buyers in the
country.

ICICI Bank with its Pure Gold offer attempts to bridge the gap
between the need of the customers for buying gold and availability of an
organized avenue to satisfy that need, by taking care of the two key
components

Reliability and Convenience.

Reliability
24 Carat ICICI Bank Pure Gold is imported from Switzerland. This
Gold carries a 99.99% Assay Certification, signifying highest level of purity,

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as per international standards. The gold coins that come in 5gm, 8gm, and
10gm are packed in tamper proof packages.

Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in
the international bullion market. Currently, gold is available in 8 gram and 5
gram categories, subsequently other denominations will also be introduced.

PRIVATE BANKING:
Benefits
Comprehensive range of products and services

-Savings Account, Fixed Deposits, Recurring Deposits, Quantum

Optima, Current Accounts,
-Resident Foreign Currency (Domestic) Accounts etc.
-Asset Products- Home Loans, Car & Personal Loans, Loan Against
Securities etc.
-Investments- Government of India Bonds, Mutual Funds, Capital Gain
Bond etc.
-Insurance
-Web Trade and Demat Accounts
-Gold Coins & Bureau de Change
-International Debit and Credit cards
-And many more....

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Exclusivity and Convenience

-Dedicated Officer
-Separate interaction area in the branch
-Anywhere Banking facility
-Exclusive Phone Banking service
-Competitive Pricing
-Reduced rates for products and services
-Several Complimentary Offers
-Value-linked benefits

NRI SERVICES:

Wherever people may be, in India or abroad, ICICI Bank has created a
wide range of products and services that provide customers complete
financial solutions. Helping them to make the right decisions at the right
time and can be rest assured that they are in the safe and trustworthy hands
of ICICI bank.

Deposit Products

1. NRE Account: An NRI can open a Non-Resident External

Account(NRE Account)with any bank in India. The account not only lets
customers manage their money that they earn in India (as permitted by
FEMA Regulations) but also of the money earned abroad. The money in the
account and the interest earned on it can be sent back outside India without

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any authorization from RBI. The Account can be opened and funded in any
permissible currency, and is later converted into Indian Rupees. This
Account offers dual benefits of high returns as offered by the fixed deposits
and liquidity as offered by the savings account. The Account helps
customers take care of all their financial needs, quickly and conveniently. In
addition to attractive rupee interest rates customers get free money transfers,
easy access for the customer as well as for his/her family back in India, and
a free mandate card for the loved ones in India.

2 . NRO Account: The Non-Resident Ordinary Account (NRO Account)

allows customers to hold the money they have earned in India such as
rent, dividends, pensions etc. They can open the account and can fund it
in any permissible currency and is later converted into Indian Rupees.
NRO account offers attractive exchange rates upon conversion of foreign
currency into Indian Rupees. This account to offers high returns and
liquidity. However, the interest earned on the principal amount in the
account can be sent back after the deductions of tax in India.

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THE 5 S PHILOSOPHY

Almost all banks have a wide variety of products to offer to the

customers. There are regular transaction between the customer and the bank
and therefore many notifications and records, that are required by both the
bank and the customer for their satisfaction there are many requests that a
customer makes that the bank has to oblige and thus keep records of the
same in order to refer to them when ever required.

ICICI Bank has always been looking to make banking comfortable and
convenient as far as possible for its customers, and to manage the tedious
paper work it uses the 5 S philosophy to help its staff retrieve and manage
papers in the most efficient and the smartest way.

ICICI Bank was quick to understand that to be a leader it has to satisfy its
customer needs, be it product or service. Simple aspects like a, well
organized and systematic work place increases efficiency and brings about
customer satisfaction. The 5 S philosophy helps the staff to understand the
importance of being organized at the work place.

5 S Philosophy originates from Japan and came into deionization after

the World War 2. It is one of the most powerful tool under the Kaizen
umbrella. Kaizen theories originate from Japan and the word Kiazen
basically means change for good, the word Kia means little, ongoing, good
and the word Zen means for the better.

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The main aim of the 5 S Philosophy is to eliminate waste, reduce

processing time, and add responsibility to operational staff. The Philosophy
believes that small changes results in large improvements without large
investments. The philosophy helps in organizing a work place in such a
manner that efficiency of people & processes is enhanced.
The philosophy identifies the 5 pillars of a managed work place

Sorting
Systematic Arrangement
Spic n Span
Standardization
Self Discipline

SORTING:

The very first step is to identify where the philosophy is to be

deployed it could be as small as a work station or as big as the whole office.
A well organized work place motivates people, both employees as well as
others. The philosophy aims to improve safety, work efficiency, productivity
and establish sense of ownership.

Sorting basically means to divide the all the objects at the area where the
philosophy is to be deployed into 5 broad categories

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SYSTEMATIC ARRANGEMENT:

Systematic Arrangement basically aims at arranging and identifying

things in a work area. Once sorting has been done at a work place and all
different items are categorized the next step is to identify the right place
where the needed and wanted items are to be placed.

The 2nd pillar of the philosophy is also called as PEEP which

basically means Place for Everything and Everything in Place. Every
item after the sorting stage must have a place from where it can be
located easily and quickly. Systematic Arrangement thus ensures that
things are easily reachable.

SPIC N SPAN:

Once all the items have been identified and systematically arranged,
the emphasis is turned on being clean and keeping the files and the
documents and all items in top condition. SPIC N SPAN is basically
cleaning with meaning. Each person is responsible to inspect and look out
for damages, defects; potential problems identify them and fix them. They
should also keep a check whether the work area is sorted and systematically
arranged or not. Staff should look out for reasons and think out ways to
overcome the problems. SPIC N SPAN needs to be done on a regular basis
and is an ongoing process. Places should be thoroughly cleaned.

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STANDARDISATION:

The good practices developed in sorting, systematic arrangement, and

spic n span must be standardized and made easy to accomplish. This step
of the philosophy sees to it that the first three pillars i.e. sorting, systematic
arrangement and spic n span are standing strong. The main focus is on
developing a work structure that supports new practices and make the habit
for the staff. One of the most difficult and the hardest task is avoiding old
habits. It is easy to slip back into what one has been doing for years, because
every one is familiar with it and feels comfortable. This step also looks into
setting up rules, polices for handling items, files, documents at a work place.

SELF DISCIPLINE:

Self discipline basically is for every individual to understand and see

to it that he/she is following all the rules and the polices of all the 5 pillars.
This step makes sure that employees check themselves whether or not they
are following all the 5 steps or not.

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RETAIL BUSINESS DEVELOPMENT

ICICI has been quick to understand that the current scenario of

banking in India is changing, it is not the same anymore , the public has
various options to choose from with not much differences in the saving rates
and other rates too, they needs to come up something that people are
attracted to it , it should be something that differentiates itself from other
banks.

ICICI soon realized that they have to be customer oriented and have to
understand the current status of lifestyle of the people. They were quick to
understand that with the hectic work schedule of people, banks have to
change, their style, their working hours etc. ICICI is the first and the only
branch so far in India that have working hours from 8 am to 8 pm. ICICI are
the only bank that have been granted permission by RBI to start its service
of Bank@home the later part of the report deals with the subject.

With the new banks entering into the market and margins filling up
the competition has got tougher, but ICICI has been quick to understand the
needs of its customer and has molded itself and in fact made itself flexible.

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ICICI also understands that customer demands value for their money
the service quality standards at ICICI bank allow them to deliver better
products faster.

It is a fact that banks have been under immense pressure due to new
entrants. The competition has been on a high. It is very clear customers
would be willing to shift their money to new banks where they find a better
rate of interest, however the rate difference between banks as very marginal
and therefore the situation has not come into action and thus what is left is
which banks can actually provide customers with meaningful and unique
services. ICICI definitely stands out for the various services it offers to its
customers also it has been able build a very strong trust with its customers
which actually is the key to success.

ICICI bank has therefore been looking to innovate services that

actually help their customers. They have been finding out ways for their
customers that allow them to feel comfortable and hence building their trust
with them.

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INNOVATIVE PROMOTIONAL STRATEGIES

1. Money Back Contest: This contest will be a monthly contest for our
non-HNI customers who are using Cash On Tap service. The customer
with the most number of transactions through Cash On Tap in a single
month will not be charged for the same i.e. the delivery charges of
Rs40 will be credited back into his/her account. The more you use the
more you get back.

2. Movie Tickets: A yearly contest for our HNI customers who use Cash
On Tap, the customer with the most number of transaction through
Cash On Tap will be given an option to choose from either 2movie
tickets or a year free news paper subscription.

3. RSD Up-grade: This will be an upgrading strategy especially for our

customers who use Remote Service Delivery services. A customer
making 8 requests in a month through Remote Service Delivery will
be given a free coupon to avail one free transaction through Cash On
Tap. This would help us promote both our models of BANK@HOME.

4. Point Gather Scheme: This scheme can be used in 2 ways, firstly for
our non HNI customers who use Cash On Tap, whenever they use our
service they get 2 points for availing the service, when they collect

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500 points they are eligible for 3 unique gift items from which they
can choose any 1or they can wait and collect 1000 points to avail
better gifts. Secondly if we look at BANK@HOME as way to migrate
our customers to this channel we can apply this scheme to both Cash
On Tap (HNI and Non-HNI customers) and Remote Service Delivery.

5. Lucky One: Customers using Cash On Tap and Remote Service

Delivery of BANK@HOME, for Cash On Tap one lucky customer
everyday will not be charged for the service. Customers using Remote
Service Delivery will be given 2 free coupons to avail Cash On Tap
without any charges.

6. Early Bird: The very first request through Cash On Tap every day can
be kept free for the customers.

7. Advantage: This will be another strategy to promote both our models

of BANK@HOME customers using Remote service delivery at least
4times and Cash On Tap at least 2times in a month will be given an
option to choose from our exciting prizes like movie tickets, free
coupons, etc.

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CONCLUSION

The study allowed us get answers regarding the service awareness among
people and the problems it faces. The key findings and analysis of the survey
shoed the following :

A large number of respondents visit the branch frequently to handle

banking issues even though their bank branch is quiet far of for either
their home or office, this shows the keenness of the customers to visit
the branch for almost every small issue. The service Bank@home
does provide an answer to the problem of the customers.

The service provided by Bank@home does offer the main

requirements of the customers for which they visit the branch

All the respondents wanted to carry out the banking needs from the
convenience of their home.
Customers were not aware that the service was a free one, this is clear
that almost all the attributes of the services are favorable to the
customers still customers are not using the service and are not even
aware of it.

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Almost all customers once educated about the service readily enrolled

for it whereas a mere portion did not trust the bank.

WEBLIOGRPHY

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WWW.ICICI BANK.COM
WWW.ABOUTUSICICIBANK.COM

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