QWL

A Project Report on
QUALITY
of
WORK LIFE
At
ICICI Bank Phone Banking Service
Submitted By:
Third Year of Masters in Business Administration
Under the guidance of
Prof. G. Ram Reddy College for Distance Education
Of
Osmania University, Hyderabad-500007.
To the Osmania University In Partial Fulfilment
Of Masters in Business Administration

Academic Year:
2009-2010
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DECLARATION

I, ..............the under signed here by declare that Project report

entitled THE QUALITY OF WORK LIFE in ICICI BANK PHONE BANKING
GROUP, Hyderabad and this project is submitted to PGRRCDE, Hyderabad
affiliated to Osmania University, Hyderabad.

I draft this letter and the project work done here is totally original
work of My own which shows all the efforts of mine in completion of the
Project.

Place: Hyderabad
Date:

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PROJECT GUIDE CERTIFICATE

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

OU, HYDERABAD, in partial fulfilment for The Award of MBA has Done her
project certified THE QUALITY OF WORK LIFE in ICICI BANK LTD,
Hyderabad Under my guidance.

All the details collected & furnished by her are true & original to My Knowledge.

Place: Hyderabad
Date:

ACKNOWLEDGEMENT

QWL
It is inevitable that thoughts and ideas of other people lend to give
drift into the Subconscious when one feels to acknowledge the help drive from
others. I wish to thank a number of people for their support and contribution
to the efforts involved in carrying out this study.
I feel pleasure and pride of being part of management
studies, ,..................Centre for Distance Education (DEPARTMENT OF
BUSINESS MANAGEMENT), HYDERABAD, that moulded me to this present state
& I feel gratitude towards it.
I shall be indebted to ......for the concern in providing the necessary
information during my study in ICICI BANK LIMITED, HYDERABAD.
I also express gratitude and thanks
.............director.......................... (DEPARTMENT OF BUSINESS
MANAGEMENT), and my project guide Mr. Jahangir for helping me out to
undertake study at ICICI.
Finally, last but not the least I would like to extend my sincere thanks
to all my faculty members who have uplifted my knowledge through their
lectures and all those who have helped me out in successful completion of my
project.

CONTENTS

INTRODUCTION
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NEED FOR THE STUDY

METHODOLOY
SCOPE OF THE STUDY
PERIOD OF THE STUDY
LIMITATIONS OF THE STUDY
OBJECTIVES OF THE STUDY
CHAIRMANS FOREWORD
QUALITY OF WORK LIFE ANALYSIS
FINDINGS AND SUGGESTIONS
BIBLIOGRAPHY

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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
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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

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
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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.
The policies lay down by the organisation for the employees.
Management Support.

METHODOLOGY

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This study was done in ICICI BANK LIMITED. The study is entirely
based on the data that has been collected.

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

collected for the sake of the study.

Secondary data is the data that has been collected for some other purpose and
which is now being utilized for this study.

The basic methodology of this approach is the development of

awareness about the relationship between employee and organisation and their
views about each other.

Although the initial focus is on the relationships within the group,

the exchange of feedback and to develop awareness of individual behaviour in a
group as well as an opportunity to share the ideas to overcome the work pressure.

Interacted with 150 employees in ICICI BANK based on the

following factors:- Infrastructure, HR policies, Administration, Security,
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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

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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.
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

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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.
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.

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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.
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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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.
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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.
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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.

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.

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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.

Passwords Dos:
Keep passwords secret.
Change at regular intervals with Strong passwords Minimum 8 characters.

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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.
To know the opinion of the employee towards the Allowances and
Employee benefits provided by the organisation:
HOUSE RENT ALLOWANCE:

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For the grades Manager 2 and above the house rent allowance is
part of the supplementary allowance. For the grades Manager 1 and
below, the location specific house rent allowance is as given below:

CLASS OF

LOCATION

MMI

AMII

AMI

Mumbai, Delhi

10,00

7,000

5,000

7,500

5,000

3,500

5,000

4,000

3,500

3,500

3,000

3,000

CITY
A Class

0
B Class

Kolkata,

Pune,

Hyderabad,

Chennai, Bangalore, Ahmeabad

Patna,

Chandigarh,

Rajkot,

Srinagar, Coimbatore, Mysore,

Cochin,
C Class

Thiruvanantapuram,

Guvalior,

Jabalur, Auragabad,

Nasik,

Amritsar,

Jodhpur,

Vadodara, Surat, Bhopal, Agra,

Allahabad,

and

other

state

capitals and urban towns

D Class

Others

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

Officers / Secretary
Junior officers

Rs. 2000/- per month,

Rs. 1800/- per month.

(Irrespective of location of posting)

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NOTE:
The location of posting will be considered for determining the rate of HRA.
In the case of Mumbai and Delhi, if the employee is posted outside the city
limit and residing in the city; the city rate will be applicable.
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.

The grade wise additional house rent allowance for the grades manager
and / below is given below:

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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.

The grade wise convergence allowances for the grades Manager 1 and
below is given by:

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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:

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
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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:

Employees in the grade of Manager 2 and above, this
allowance is a part of the supplementary allowances. For employees in the

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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
employees, and employees in grades AGM and above will not be
admitted to participate in the scheme.
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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
referred the candidate cannot be in direct reporting relationship
with him. In the event such a situation arises, the employee who
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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:

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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.
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:
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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.
c) To make all woff/toff (Weekly off / Training off)
All permanent employees will be entitled for the following leaves as per employee
app leave rules.
1) PRIVILAGE LEAVE (PL)
2) SICK LEAVE (SL)
3) CASUAL LEAVE (CL)
4) MATERITY LEAVE (ML)
5) CHILD CARE LEAVE (CCL)
The above leaves are given to employees based on the availability, requirement
and genuinity of the employee needs.
The employee need to seek the approval from their immediate superior and their
Super Boss to avail leave.

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The following is the description of the various leaves provided with the examples
PRIVILAGE LEAVE (PL):
Across industry most liberal leave policy offers 4 weeks of privilege
leaves wherein intervening holidays and weekly offs will not be
counted while one avails leave.
In the beginning of every financial year, the PL earned for the
previous year are credited to the account of the employees and
displayed online.
To get the leave credit employee has to be in the rolls of the bank on
1st April of the year under consideration.
Maximum 21 days leave will be earned for the 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.

Age of the Employee

Number of leave
days

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<31

30

31-50

60

51&above

180

LEAVE ENCASHMENT RULES :

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1) Leave balance over & above 30days will be available for encashment,
wherein employee has to use 12days leave during the year.
2) Leave balance will be en cashed in the month of the April every year.
3) In case of exit from the service, the available balance will be en cashed
with settlement.
2) SICK LEAVE(SL):
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):

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Child care leave will be provided after maternity leave in case the child is born
with complications (certificate from the doctor is mandatory). This leave will be
given up to maximum of 3months. In the period of child care leave, Salary will not
be paid to the employee.

To know the opinion of the employee towards the hierarchy and their
support for the individual development in the organisation:
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

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employee but also assess the condition under which the employee has
accomplished what ever he has accomplished.
For example, A phone banking executive might not be reaching his
targets because of his lack of his good communication skills. Here lack of
good communication skills acted as inhibiting factor. Another executive
might be performing exceedingly well because of appreciative superiors
and supportive staff.
Here good superiors and subordinates facilitated his performance.
The superiors should know the nature and extent of effort put in by the
employee.
The superior should know the difficulties faced by the employee.
They should also know the extent to which the 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.

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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.
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.

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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.
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:
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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.
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

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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

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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.
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.

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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.
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.

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Every year before march 10, the employee has to give a declaration
on the amount incurred on Domiciliary Medical Expenses along
with the other proof of investments to salary section.
The relevant bills are to be kept with the employee.

To know the opinion of the employee towards the quality control of the
organisation:
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.
To maintain the quality in the work ICICI believes that there should be
a good relation between the employee with the boss or co employees.
ICICI believes in team work and the quality is maintained by the officer
the same is monitored by their bosses, other departments in the systems.
Everything in ICICI is well set, with accuracy such that there is no chance
of dispute later.

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To know the opinion of the employee towards the Team building, team
management and team work in the organisation:
A Fundamental belief in Organisation Development is that work teams are
the building blocks of an organisation. A second belief is that teams must manage
their culture, processed, systems and relationships if they are to be effective.
Teams are important for a number of reasons.
Individual behaviour is routed in the - cultural norms and values of
the work team.
Many tasks are so complex they cannot be performed by
individuals.
Terms create synergy.
Teams satisfy peoples needs for social interaction, status,
recognition and respect teams nurture human nature.
Lets us discuss the potential of teams and team work and explore
ways to realise that potential.
A number of organisation development interventions are specifically
designed to improve team performance.
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.
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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:

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
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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.

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.

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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.
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.

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The following are the eligibility criteria for employees to avail this
facility for their children.
Minimum number of years service: 3 years and
Minimum performance rating: 4
Eligibility courses:
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.
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.

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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.

Continuation of scholarship:
The students must successfully clear each annual/ semester examination
securing at least 60% of marks for continuation of the scholarship. Proof of
passing certificate with % of marks is to be submitted while applying for the
benefit of the next year / semester.
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How to claim:
The eligible students can apply for the benefit. The application form is
available under e-forms on the internet.
The copy of the mark sheet, original fee receipt and other supporting
documents are required, to be send to HMRG, ICICI Bank Ltd., 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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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.
The roistering team has in turn designed the Leaves in such a way
that the Unit manager/ Team manager will have certain power to
approve the leaves under his level.
If the Team manger level is crossed for the leave approval and there
is any necessary and sudden medical requirements for employee
then the same will be checked and get approved by the Roistering
team.
Roistering team is the team which will plan the weekly off / Training
off, Breaks and Shift timings, Monitor the Leaves.
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2. Data of the employee opinion on the technology used :

INTERPRETATION:
The employees of ICICI are satisfied with the technology used by the bank.
Technology acts as one of the component which enhances the customer
relationship.

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3. Data of the employee opinion on Infrastructure :

INTERRETATION:
The environment or infrastructure in ICICI is pleasant, spacious,
stylish and hygienic.

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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.

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.

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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 :

INTERPRETATION:
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ICICI gives several benefits to the employee like allowances,

insurance for self as well as for family, performance bonus etc.

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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.
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.
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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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BIBLIOGRAPHY

INTERNET

www.google.com

www.ask.com

BOOKS

Human Resource and Personnel Management William Wrether

ICFAI University Press HRM Review

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