CHAPTER -1 INTRODUCTION

1.1 INTRODUCTION TO BANKING IN INDIA

1.2 HISTORY OF BANKING IN INDIA
1.3 NATIONALIZATION OF BANKS IN INDIA
1.4 DEMERITS, LIMITATIONS - BANK NATIONALISATION IN INDIA

1.5 SCHEDULED COMMERCIAL BANKS IN INDIA

1.6 BANKING SERVICES IN INDIA
1.7 FUTURE OF BANKING IN INDIA

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1.1 INTRODUCTION TO BANKING IN INDIA:

The banking section will navigate through all the aspects of the Banking System in India. It will
discuss upon the matters with the birth of the banking concept in the country to new players adding
their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and
top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three
separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been well explained
under three different heads namely:

History of Banking in India

Nationalization of Banks in India

Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India. Government took
major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks
in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but not
the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI
Act 1934 lays down the condition of scheduled commercial banks.

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1.2 HISTORY OF BANKING IN INDIA:

Without a sound and effective banking system in India it cannot have a healthy economy. The
banking system of India should not only be hassle free but it should be able to meet new challenges
posed by the technology and any other external and internal factors.For the past three decades
India's banking system has several outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact,
Indian banking system has reached even to the remote corners of the country.The government's
regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14
major private banks of India.

Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for
withdrawing his own money. Today, he has a choice. Gone are days when the most efficient bank
transferred money from one branch to other in two days. Now it is simple as instant messaging or
dials a pizza. Money has become the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786 till today, the
journey of Indian Banking System can be segregated into three distinct phases. They are as
mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.

New phase of Indian Banking System with the advent of Indian Financial& Banking Sector
Reforms after 1991.

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1.3 NATIONALIZATION OF BANKS IN INDIA:
After independence the Government of India (GOI) adopted planned economic development for
the country (India). Accordingly, five year plans came into existence since 1951. This economic
planning basically aimed at social ownership of the means of production. However, commercial
banks were in the private sector those days. In 1950-51 there were 430 commercial banks. The
Government of India had some social objectives of planning. These commercial banks failed
helping the government in attaining these objectives. Thus, the government decided to nationalize
14 major commercial banks on 19th July, 1969. All commercial banks with a deposit base over
Rs.50 crores were nationalized. It was considered that banks were controlled by business houses
and thus failed in catering to the credit needs of poor sections such as cottage industry, village
industry, farmers, craft men, etc. The second dose of nationalisation came in April 1980 when
banks were nationalized.

The nationalisation of commercial banks took place with an aim to achieve following major
objectives.

1. Social Welfare : It was the need of the hour to direct the funds for the needy and required
sectors of the indian economy. Sector such as agriculture, small and village industries were
in need of funds for their expansion and further economic development.
2. Controlling Private Monopolies : Prior to nationalisation many banks were controlled by
private business houses and corporate families. It was necessary to check these monopolies
in order to ensure a smooth supply of credit to socially desirable sections.
3. Expansion of Banking : In a large country like India the numbers of banks existing those
days were certainly inadequate. It was necessary to spread banking across the country. It
could be done through expanding banking network (by opening new bank branches) in the
un-banked areas.
4. Reducing Regional Imbalance : In a country like India where we have a urban-rural
divide; it was necessary for banks to go in the rural areas where the banking facilities were
not available. In order to reduce this regional imbalance nationalisation was justified:
5. Priority Sector Lending : In India, the agriculture sector and its allied activities were the
largest contributor to the national income. Thus these were labeled as the priority sectors.
But unfortunately they were deprived of their due share in the credit. Nationalisation was
urgently needed for catering funds to them.

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 6. Developing Banking Habits : In India more than 70% population used to stay in rural
areas. It was necessary to develop the banking habit among such a large population.

1.4 DEMERITS, LIMITATIONS - BANK NATIONALISATION IN INDIA

Though the nationalisation of commercial banks was undertaken with tall objectives, in many
senses it failed in attaining them. In fact it converted many of the banking institutions in the loss
making entities. The reasons were obvious lethargic working, lack of accountability, lack of profit
motive, political interference, etc. Under this backdrop it is necessary to have a critical look to the
whole process of nationalisation in the period after bank nationalisation.

The major limitations of the bank nationalisation in India are:-

1. Inadequate banking facilities : Even though banks have spread across the country; still
many parts of the country are unbanked. Especially in the backward states such as the Uttar
Pradesh, Madhya Pradesh, Chhattisgarh and north-eastern states of India.
2. Limited resources mobilized and allocated : The resources mobilized after the
nationalisation is not sufficient if we consider the needs of the Indian economy. Some times
the deposits mobilized are enough but the resource allocation is not as per the expansions.
3. Lowered efficiency and profits : After nationalisation banks went in the government
sector. Many times political forces pressurized them. Banking was not done on a
professional and ethical grounds. It resulted into lower efficiency and poor profitability of
banks.
4. Increased expenditure : Due to huge expansion in a branch network, large staff
administrative expenditure, trade union struggle, etc. banks expenditure increased to a
dangerous levels.
5. Political and Administrative Inference : Many public sector banks badly suffered due to
the political interference. It was seen in arranging loan meals. It ultimately resulted in huge
non-performing assets (NPA) of these banks and inefficiency.

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These are several limitations faced by the banks nationalisation in India.

Apart from this there are certain other limitations as well, such as weak infrastructure, poor
competitiveness, etc.

But after Economic Reform of 1991, the Indian banking industry has entered into the new horizons
of competitiveness, efficiency and productivity. It has made Indian banks more vibrant and
professional organizations, removing the bad days of bank nationalisation.

List of Total Nationalized Banks in India:-

1.Indian bank
2.Indian overseas bank
3.Oriental bank of commerce
4.Punjab national bank
5.Punjab and sindh bank
6.Syndicate bank
7.Union bank of india
8.United bank of india
9.UCO bank
10.Vijaya bank
11.Allahabad bank
12.Andhra bank
13.Bank of baroda
14.Bank of India
15.Bank of Maharastra
16.Canara bank
17.Central bank of india
18.Corporation bank
19.Dena bank
20. IDBI bank

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1.5 SCHEDULED COMMERCIAL BANKS IN INDIA:

The commercial banking structure in India consists of:

Scheduled Commercial Banks in India

Non scheduled Banks in India

Scheduled Commercial Banks in India:

Scheduled Banks in India constitute those banks which have been included in the Second Schedule
of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only those banks in this schedule
which satisfy the criteria laid down vide section 42 (6) (a) of the Act.

As on 30th June, 1999, there were 300 scheduled banks in India having a total network of 64,918
branches. The scheduled commercial banks in India comprise of State bank of India and its
associates (8), nationalized banks (19), foreign banks (45), private sector banks (32), co-operative
banks and regional rural banks.

"Scheduled banks in India" means the State Bank of India constituted under the State Bank of India
Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of India (Subsidiary Banks)
Act, 1959 (38 of 1959), a corresponding new bank constituted under section 3 of the Banking
Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3
of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or
any other bank being a bank included in the Second Schedule to the Reserve Bank of India Act,
1934 (2 of 1934), but does not include a co-operative bank".

"Non-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of
the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".

The following are some of the Scheduled Banks in India (Public Sector):

State Bank of India

Allahabad Bank

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 Bank of India

Central Bank of India

Dena Bank

The following are some of the Scheduled Banks in India (Private Sector):

Axis Bank Ltd

HDFC Bank Ltd

Bank of Punjab Ltd

IDBI Bank Ltd

ICICI Bank Ltd

The following are some of the Scheduled Foreign Banks in India:

American Express Bank Ltd.

Bank of Tokyo Ltd.

Citi Bank N.C.

Standard Chartered Bank.

Non Scheduled Commercial Banks in India:

Non-Scheduled Bank refers to the banks which are not listed in the Second Schedule of Reserve
Bank of India.

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In finer terms, the banks which do not comply with the provisions specified by the central bank,
within the meaning of the Reserve Bank of India Act, 1934, or as per specific functions, etc. or as
per the judgement of the RBI, are not able to serve and protect the depositor’s interest, are known
as non-scheduled banks.

Non-Scheduled Banks are also required to maintain the cash reserve requirement, not with the RBI,
but with themselves. These are local area banks.

1.6 BANKING SERVICES IN INDIA:

With years, banks are also adding services to their customers. The Indian banking industry is
passing through a phase of customers market. The customers have more choices in choosing their
banks. A competition has been established within the banks operating in India.With stiff
competition and advancement of technology, the services provided by banks have become more
easy and convenient. The past days are witness to an hour wait before withdrawing cash from
accounts or a cheque from north of the country being cleared in one month in the south.

This section of banking deals with the latest discovery in the banking instruments along with the
polished version of their old systems.

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Bank Account:

The most common and first service of the banking sector. There are different types of bank account
in Indian banking sector. The bank accounts are as follows:

Bank Savings Account - Bank Savings Account can be opened for eligible person /
persons and certain organizations / agencies (as advised by Reserve Bank of India (RBI)
from time to time)

Bank Current Account - Bank Current Account can be opened by individuals /

partnership firms / Private and Public Limited Companies / HUFs / Specified Associates /
Societies / Trusts, etc.

Bank Term Deposits Account - Bank Term Deposits Account can be opened by
individuals / partnership firms / Private and Public Limited Companies / HUFs/ Specified
Associates / Societies / Trusts, etc.

Bank Account Online - With the advancement of technology, the major banks in the
public and private sector has facilitated their customer to open bank account online. Bank
account online is registered through a PC with an internet connection. The advent of bank
account online has saved both the cost of operation for banks as well as the time taken in
opening an account.

Plastic Money:

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Credit cards in India are gaining ground. A number of banks in India are encouraging people to
use credit card. The concept of credit card was used in 1950 with the launch of charge cards in
USA by Diners Club and American Express. Credit card however became more popular with use
of magnetic strip in 1970.Credit card in India became popular with the introduction of foreign
banks in the country. Credit cards are financial instruments, which can be used more than once to
borrow money or buy products and services on credit. Basically banks, retail stores and other
businesses issue these.

Loans:

Banks in India with the way of development have become easy to apply in loan market. The
following loans are given by almost all the banks in the country:

Personal Loan

Car loan or Auto Loan

Loan against Shares

Home Loan

Education Loan or Student Loan

Personal loan :
A personal loan is a type of unsecured loan and helps you meet your current financial needs. You
don’t usually need to pledge any security or collateral while availing a personal loan and your
lender provides you with the flexibility to use the funds as per your need. It can serve as your
solution for managing your travel costs and wedding expenses as well as the expenses of a medical
emergency, home renovation, debt consolidation and others.

Car Loan or Auto Loan:

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A car loan is a personal loan that allows the potential buyer to pay the vehicle off in monthly
payments instead of having to pay the full price all at once. This means that a lending servicer or
bank will pay off the car in full, while in return the borrower pays off the debt in monthly payments
with an interest fee included as well.

This type of personal loan may be either a secured or non-secured loan depending on the situation
they are in. But for the most part lenders will usually offer a loan that is secured just in case the
borrower falls behind on their payments and fails to pay off the debt. If the borrower fails to pay
the monthly payments, their lender will repossess the car to pay off the debt. To qualify for an
unsecured loan the borrower must have a very high credit score and also issue a higher interest rate
on the loan as well.
Most of the time lenders will be very quick to offer a secured loan even with bad credit, because
of the fact that the vehicle is used as collateral if the borrower fails to pay. People with a very low
credit rating may be able to take advantage of this loan by paying all the monthly payments on
time. By doing this they will be able to begin restoring their credit score.

Loan against Shares:

Loan against shares and securities is a loan where you pledge your shares, mutual funds or life
insurance policies or bonds as collateral to the bank against your loan amount. These loans are
very useful in times when cash is needed urgently for any personal or business requirement. Loans
against shares are a popular form of getting short or long term loans and the repayment period
extends to up to 36 months. The list of securities against which one can get a loan will differ from
lender to lender and loan amount can range between Rs.50,000 to Rs.20 lakh.

Home Loan:
Loan acquired from a financial institution to purchase a home. Home loans consist of an adjustable
or fixed interest rate and payment terms. Home loans may also be referred to as mortgage loans.

Student loan or Education Loan:

An education loan is a loan taken to help pay for an education, usually at a college or trade school,
but may also be used to pay for private schools or prep schools as well. These loans are available
in several different types.

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These are student loans, parent loans and private loans. Loans are also either guaranteed or
unguaranteed. Student and parent loans are most likely to be guaranteed by the government, though
many agencies work for the government in this respect. Unguaranteed or unsubsidized loans are
usually from private lenders only, and usually can only be obtained if one has a good credit score
or significant equity.

The student loan is usually the best choice education loan for a student whose parents cannot pay
for his or her education. While the student remains in school, interest on this type of loan accrues
and is paid for by the government. When the student stops attending school, the loan is usually
paid off in payments. These payments can be quite large if the loan is large, so students should
borrow only what they need.

Money Transfer:
Beside lending and depositing money, banks also carry money from one corner of the globe to
another. This act of banks is known as transfer of money. This activity is termed as remittance
business. Banks generally issue Demand Drafts, Banker's Cheque, Money Orders or other such
instruments for transferring the money. This is a type of Telegraphic Transfer or Tele Cash Orders.
It has been only a couple of years that banks have jumped into the money transfer businesses in
India. The international money transfer market grew 9.3% from 2003 to 2004 i.e. from US$213
bn. to US$233 bn. in 2004. Economists say that the market of money transfer will further grow at
a cumulative 12.1% average growth rate through 2018.

1.7 FUTURE OF BANKING IN INDIA:

A healthy banking system is essential for any economy striving to achieve good growth and yet
remain stable in an increasingly global business environment. The Indian banking system has
witnessed a series of reforms in the past, like deregulation of interest rates, dilution of government
stake in PSBs, and increased participation of private sector banks. It has also undergone rapid
changes, reflecting a number of underlying developments. This trend has created new competitive
threats as well as new opportunities.

Given the competitive market, banking will (and to a great extent already has) become a process
of choice and convenience. The future of banking would be in terms of integration. This is already
becoming a reality with new-age banks such as YES Bank ICICI Bank, and others too adopting a
single-PIN, OTP facility. Geography will no longer be an inhibitor. Technology will prove to be
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the differentiator in the short-term but the dynamic environment will soon lead to its saturation and
what will ultimately be the key to success will be a better relationship management.

If one were to say that the future of banking in India is bright, it would be a gross understatement.
With the growing competition and convergence of services, the customers stand
Only to benefit more to say the least. At the same time, emergence of a multitude of complex
financial instruments is foreseen in the near future (the trend is visible in the current scenario too)
which is bound to confuse the customer more than ever unless she spends hours (maybe days) to
understand the same. Hence, I see a growing trend towards the importance of relationship
managers. The success (or failure) of any bank would depend not only on tapping the untapped
customer base (from other departments of the same bank, customers of related similar institutions
or those of the competitors) but also on the effectiveness in retaining the existing base.
India has witness to a sea change in the way banking is done in the past more than two decades.
Since 1991, the Reserve Bank of India (RBI) took steps to reform the Indian banking system at a
measured pace so that growth could be achieved without exposure to any macro-environment and
systemic risks. Some of these initiatives were deregulation of interest rates, dilution of the
government stake in public sector banks (PSBs), guidelines being issued for risk management,
asset classification, and provisioning. Technology has made tremendous impact in banking.
‘Anywhere banking’ and ‘Anytime banking’ have become a reality. The financial sector now
operates in a more competitive environment than before and intermediates relatively large volume
of international financial flows. In the wake of greater financial deregulation and global financial
integration, the biggest challenge before the regulators is of avoiding instability in the financial
system.

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CHAPTER II RESEARCH METHODOLOGY
2.1 OBJECTIVE OF THE PROJECT
2.2 RESEARCH OBJECTIVE
2.3 RESEARCH METHODOLOGY
2.4 RESEARCH DESIGHN
2.5 SCOPE OF PROJECT
2.6 SOURCES OF DATA COLLECTION

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2.1 OBJECTIVE OF PROJECT:

The main objectives of this project are the following:

 To study the concept of recruitment and selection.
 To study the recruitment and selection procedure in ICICI BANK.
 To study SWOT analysis of ICICI BANK.
 To study about ICICI BANK and its related aspects like its products & services, history,
organizational structure, subsidiary companies etc.
 To identify the probable area of improvement to make recruitment and selection procedure
more effective.
 To understand the major attributes of customer satisfaction.
 To determine the main factors influencing the level of customer satisfaction in ICICI Bank.
 To assess the level of customer satisfaction on the quality of service provided by the ICICI
Bank.

 To study consumer perception about the ICICI Bank

2.2 RESEARCH OBJECTIVE

This Study will help us to understand the consumer’s satisfaction about banking services and
products. This study will help banks to understand, how a consumer selects, organizes and
interprets the Quality of service and product offered by banks. The market is more aware and
realistic about investment and returns from financial products. In this background this study tries
to analysis the customer satisfaction towards banking services in general and ICICI Bank in
particular.

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2.3 RESEARCH METHODOLOGY

Data Type : Primary Data

Sample unit : Students, busine ssman, Housewives

Sampling Type : Simple Random Sampling

Sample Size : 50

Research tool : Survey

Type of Research : Descriptive Research

Data Collection Method : Questionnaire

2.4 RESEARCH DESIGN:

A descriptive study tries to discover answers to the questions who, what, when, where, and,
sometimes, how. The researcher attempts to describe or define a subject, often by creating a profile
of a group of problems, people, or events. Such studies may involve the collection of data and the
creation of a distribution of the number of times the researcher observes a single event or
characteristic (the research variable), or they may involve relating the interaction of two or more
variables. Organizations that maintain databases of their employees, customers, and suppliers
already have significant data to conduct descriptive studies using internal information. Yet many
firms that have such data files do not mine them regularly for the decision-making insight they
might provide. This descriptive study is popular in business research because of its versatility
across disciplines. In for-profit, not-for-profit and government organizations, descriptive
investigations have a broad appeal to the administrator and policy analyst for planning, monitoring,
and evaluating. In this context, how questions address issues such as quantity, cost, efficiency,
effectiveness, and adequacy. Descriptive studies may or may not have the potential for drawing
powerful inferences. A descriptive study, however, does not explain why an event has occurred or
why the variables interact the way they do.

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SAMPLE METHOD:

Convenience sampling method is used for the survey of this project. It is a non-probability sample.
This is the least reliable design but normally the cheapest and easiest to conduct .In this method
Researcher have the freedom to choose whomever they find, thus the name convenience. Example
includes informal pools of friends and neighbors or people responding to a newspaper’s invitation
for readers to state their position on some public issue.

SAMPLE SIZE:

Sample size denotes the number of elements selected for the study. For the present study, 50
respondents were selected at random. All the 50 respondents were the customers of different
branches of ICICI Bank.

SAMPLING METHOD:

A sample is a representative part of the population. In sampling technique, information is collected

only from a representative part of the universe and the conclusions are drawn on that basis for the
entire universe.

2.5 SCOPE OF THE STUDY:

The banking industry in India has a huge canvas of history, which covers the traditional banking
Practices from the time of Britishers to the reforms period, nationalization to privatization of banks
and now increasing numbers of foreign banks in India. Therefore, Banking in India has been
through a long journey. Banking industry in India has also achieved a new height with the changing
times. The use of technology has brought a revolution in the working style of the banks.
Nevertheless, the fundamental aspects of banking i.e. trust and the confidence of the people on the
institution remain the same. The majority of the banks are still successful in keeping with the
confidence of the shareholders as well as other stakeholders. However, with the changing dynamics
of banking business brings new kind of risk exposure.

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2.6 SOURCES OF DATA COLLECTION

The study of project is based on both Primary and Secondary collection data

Primary Data: The primary data will be collected by bank visit to ICICI Bank through direct
interview.
Questionnaire will be prepared for the bank manager to get insight view about Human resource
practices in various banks.

Secondary Data: The secondary data will be collected with the help of different books, internet
websites, white papers, articles, magazines and newspapers.

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CHAPTER -3 LITERATURE REVIEW

3.1 Literature Review

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LITERATURE REVIEW
Satisfaction means a feeling of pleasure because one has something or has achieved something. It
is an action of fulfilling a need, desire, demand or expectation. Every rationale customer compares
the cost (price) and benefit (utility) of any product or Services. Customers compare their
expectations about specific product/services and its actual benefits. This comparison results into
three types of customers: dissatisfied Customers (expectations are more than actual performance
of the service); satisfied Customers (actual benefits realized from services are equal to or more
than expectations); indifferent customers (actual performance and expectation are exactly equal).

Westbrook (1981) reported that overall satisfaction is the outcome of customer's evaluation of a
set of experiences that are linked with the specific service provider. It is observed that
organization's concentration on customer expectations resulted into greater Satisfaction (Peters and
Waterman, 1982). Kotler (2000) defined satisfaction as a person’s feelings of pleasure or
disappointment resulting from the comparison of Product’s perceived performance in reference to
expectations. Customers' feelings and Beliefs also affect their satisfaction level. It is said that
satisfaction is a function of Customer’s belief about fair treatment (Hunt, 1991).

Customer satisfaction has become important due to increased competition as it is considered very
important factor in the determination of bank's competitiveness (Bartell, 1993; Haron et al.
1994).Satisfaction is a post purchase evaluative judgment associated with a specific purchase
decision (Churchill and Suprenant, 1992). The customer Satisfaction is indispensable for the
successful survival of any organization. Continuous measurement of satisfaction level is necessary
in a systematic manner (Chakravarty et al.1996; Chit wood, 1996; Romano and Sanfillipo, 1996).

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Customer Satisfaction in Banking:

Financial liberalization and deregulation has increased the competition among banks to attract
potential customers. Every banker tries to provide superior services to keep satisfied customers.

Satisfied customer is the real asset for any organization that ensures long-term Profitability even
in the era of great competition. It is found that satisfied customer repeat his/her experience to buy
the products and also creates new customers by communication of positive message about it to
others (Dispensa, 1997). On the other hand, dissatisfied Customer may switch to alternative
products/services and communicate negative message to others. So, organizations must ensure the
customer satisfaction regarding their Goods/services (Gulledge, 1996).

Expectation-Outcome Experience of Customers:

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CHAPTER- 4 ICICI BANK PROFILE
4.1 HISTORY
4.2 INTRODUCTION
4.3 ICICI MILESTONES
4.4 GEOGRAPHICAL AREAS
4.5 COMPANY PROFILE
4.6 PRODUCTS AND SERVICES BANKING ACCOUNTS
4.7 INVESTMENT PRODUCTS
4.8 SWOT ANALYSIS OF ICICI BANK
4.9 COMPITITORS INFORMATION
4.10 MARKET SHARE OF ICICI BANK
4.11 THE KEY CHALLENGES

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INTRODUCTION
4.1 History
ICICI Bank was established in 1996 by the Industrial Credit and Investment Corporation of India,
an Indian financial institution, as a wholly owned subsidiary. The
parent company was formed in 1955 as a joint-venture of the
World Bank, India's public-sector banks and public-sector
insurance companies to provide project financing to Indian
industry. The bank was initially known as the Industrial Credit
and Investment Corporation of India Bank, before it changed its
name to the abbreviated ICICI Bank. The parent company was
later merged into ICICI Bank. ICICI Bank launched internet banking operations in 1998
ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public offering of shares
in India in 1998, followed by an equity offering in the form of American Depositary Receipts on
the NYSE in 2000. ICICI Bank acquired the Bank of Madura Limited in an all-stock deal in 2001,
and sold additional stakes to institutional investors during 2001-02.
In the 1990s, ICICI transformed its business from a development financial institution offering only
project finance to a diversified financial services group, offering a wide variety of products and
services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999,
ICICI become the first Indian company and the first bank or financial institution from non-Japan
Asia to be listed on the NYSE.
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with its
five million American depository shares issue generating a demand book 13 times the offer size.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI
and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services Limited
and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders
of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March
2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.
In 2008, following the 2008 financial crisis, customers rushed to ATM's and branches in some
locations due to rumors of adverse financial position of ICICI Bank. The Reserve Bank of India
issued a clarification on the financial strength of ICICI Bank to dispel the rumors.

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4.2 INTRODUCTION
ICICI Bank Limited is an Indian diversified financial services company headquartered in Mumbai,
Maharashtra. It is the second largest bank in India by assets and third largest by market
capitalization. It 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 in
the areas of investment banking, life and non-life insurance, venture capital and asset management.
The Bank has a network of 2,630 branches and 8,003 ATM's in India, and has a presence in 19
countries, including India.

The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in United States,
Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre; and
representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand,
Malaysia and Indonesia. The company's UK subsidiary has established branches in Belgium and
Germany.

ICICI Bank is India’s largest private sector bank in market capitalization and second largest overall
in terms of assets. The bank has a network of 1,626 branches and about 4,883 ATMs in India and
presence in 18 countries.
The industrial credit and investment corporation of India limited (ICICI) was incorporated in 1955
at the initiative of World Bank, the government of India and representatives of Indian industry,
with the objective of creating a development financial institution for providing medium– term and
long- term project financing to Indian businesses. A.Ramaswami Mudaliar is elected as the first
chairman of ICICI Limited.

SANDEEP BAKHSHI is currently managing director and CEO of ICICI Bank.

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4.3 ICICI MILESTONES
 1988: Promoted TDICI – India’s first venture capital company.
 1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR.
 1999: ICICI becomes the first Indian company to get listed on the NYSE through an issue
of American depository shares.
 2000: ICICI BANK became the first commercial bank from India to get its stock listed on
the NYSE.
 TECHNOLOGY USED IN ICICI BANK:
ICICI use many type of advance technological software like Pinnacle 7.0 and
Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking,
mobile banking electronic display. ICICI Bank was using Teradata for its data warehouse.
However, due to its proprietary hardware, the cost of procurement, upgrades and
administration was soaring. The closed box architecture of Teradata imposed restrictions
on scalability. Secondly, querying and loading could not happen simultaneously. Queries
could only be run during business hours because the loading of data had to take place during
off business hours. This meant that the refresh rate of EDW was delayed, so queries may
not reflect the most current data. ICICI Bank was also dependent on Teradata for support
and other activities: The bank was completely tied down to that solution.

These issues compelled ICICI Bank to look for more efficient and flexible solutions. The solution
would have to address not only current issues, but accommodate future growth expectations and
business requirements. ICICI Bank evaluated numerous data warehousing solutions in the pursuit
of solving its issues, and developed a shortlist of alternatives for its migration proof-of-concept:
Sybase, SAS and Netezza. The primary criteria for evaluation were the price-to-performance ratio
where Sybase IQ emerged the clear winner. During this rigorous testing, Sybase IQ delivered faster
results on independent hardware and operating systems with minimum infrastructure.
Commending the improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says,
"What impressed us was that even with overall lower costs, we could achieve significantly better
query performance after implementing the Sybase enterprise warehouse solution." ICICI Infotech
today launched an enterprise resource planning (ERP) solution for the small and medium
enterprises.

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 The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon
server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a
15-user license.

 An ERP package helps a manufacturer or any other business implementing it to manage

all the important parts in the company such as product planning, parts purchasing,
maintaining inventory and interacting with suppliers and customers.

 ICICI Infotech officials told a press conference here today that Orion Advantage offered a
set of business practice solutions for industry segments such as engineering, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP
package also came pre-configured. ICICI Infotech had mapped the processes specific to
each industry segment into the package.

 Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP
packagefor the SMEs that bundled the server, database and operating system right now.
That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled
and preconfigured. Besides the high cost of generic ERP packages, their implementation
time as far as SMEs were concerned was also long. Orion Advantage could be installed in
45 days.

 ICICI Infotech had signed up six customers so far for the package and hoped to garner a
15 per cent market share of the SME segment, whose number in the country was estimated
at 2.30 lakh.

 We can see that the how technology gives the best results in the below diagram. There are
drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year
2008 (25%).

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Centralized Processing Units Derived Economies Of Scale

Electronic Straight through Processing Reduced Transaction Cost

Data Warehousing,CRM Improve Cost Efficiency,Cross Sell

Innovative Technology Application Provide New Or Superior Products

 The country’s middle class accounts for over 320 million people. In correlation with the
growth of the economy, rising income levels, increased standard of living, and affordability
of banking products are promising factors for continued expansion.

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4.4 GEOGRAPHICAL AREAS

 Haryana
 Mumbai
 Chennai
 Bangalore
 Delhi
 Karnataka
 Bihar
 Orissa

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4.5 COMPANY PROFILE
ORGANIZATION STRUCTURE OF ICICI BANK
 Retail banking.
 Wholesale banking
 Project finance and special assets management
 International business
 Corporate bank

Retail banking is banking in which banking institutions execute transactions directly with
consumers, rather than corporations or other banks. Services offered include savings and
transactional accounts, mortgages, personal loans, debit cards, and credit cards.

Wholesale banking is the provision of services by banks to the likes of Mortgage Brokers, large
corporate clients, mid-sized companies, real estate developers and investors, international trade
finance businesses, institutional customers (such as pension funds and government
entities/agencies), and services offered to other banks or other financial institutions.

Project finance is the medium- to long-term financing of infrastructure and industrial projects
based upon the projected cash flows of the project rather than the balance sheets of the project
sponsors.

Special assets management

1. The management of a client's investments by a financial services company, usually an

investment bank. The company will invest on behalf of its clients and give them access to
a wide range of traditional and alternative product offerings that would not be to the average
investors.
2. An account at a financial institution that includes checking services, credit cards, debit
cards, margin loans, the automatic sweep of cash balances into a money market fund, as
well as brokerage services.

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 An International Banking Facility (IBF) is a separate account established by a U.S. bank,
or a US branch/subsidiary of a foreign bank, or an Edge Act Corporation in the United
States to offer services to only non-US residents and institutions. The services offered
include deposit and loan services. (Note, an IBF is not necessarily a separate legal entity.)

One Corporate Centre is an office skyscraper in Pasig City, Metro Manila, Philippines. It is the
13th-tallest building in the country and Metro Manila as well with a height of 202 meters (662.73
[3]
feet) from ground to tip of architectural antenna. The building has 45 floors above ground
including 7 floors for commercial purposes, and 9 basement levels for parking

VISION AND MISSION OF ICICI BANK

VISION
 To ensure most cost effective power for sustained growth of India.
 To provide clean and green power for secured future of countrymen
 Constituent associates & stakeholders.
 To continuously upgrade & update knowledge & skill set of its human resources.
 To achieve excellence in every activity we undertake

MISSION
We will leverage our people, technology, speed and financial capital to:
 Expand the frontiers of our business globally.
 Play a proactive role in the full realization of India’s potential.
 Maintain high standards of governance and ethics.
 Create value for our stakeholders.
 To ensure most cost effective power for sustained growth of India.
 To provide clean and green power for secured future of countrymen.
 To achieve excellence in every activity we undertake

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 4.6 PRODUCTS AND SERVICES BANKING ACCOUNTS

Loan Product Deposit Product Investment & Insurance

Auto loan Savings A/C Mutual Funds

Loan against Current A/C Bonds
security Fixed Deposits Knowledge Centre
Loan against Demat A/C Insurance
property Safe Deposit General And Health
Personal loan Lockers Insurance
2- wheeler loan Equity And
Commercial Derivatives
vehicles finance Mudra Gold Bar
Home loans
Retail business
banking
Tractor loan
Working capital
finance
Construction
Equipment finance
Health care finance
Education loan
Gold loan

Cards Payment Services Access To Bank

Credit Card Net Safe Net Banking

Debit Card Merchant One View
Prepaid Card Prepaid Refill InstaAlert Mobile
-------------------------------- Bill Pay Banking
Visa Bill Pay ATM

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Forex services

-------------------------------- Direct Pay Email Statements

VisaMoney Branch Network
Product And Transfers
Services E-Monies Electronic
Trade Services Funds Transfer
O
Forex Service Online Payment f
Branch Locater Direct Tax
RBI Guidelines

ACCOUNT

ICICI Bank offers a wide range of banking accounts such as Current, Saving, Life Plus Senior,
Recurring Deposit, Young Stars, Salary Account etc. tailor-made for every customer segments,
from children to senior citizens. Convenience and ease to access are the benefits of ICICI Bank accounts.
 YOUNG STARS ACCOUNT

A special portal for children to learn banking basics, manage personal finances and have a lot of fun.

 BANK@CAMPUS

This student banking services gives students access to their account details at the click of a mouse.
Plus, the student gets a cheque book, debit card and annual statements.

 SAVINGS ACCOUNT

Convenience is the name of the game with ICICI bank’s savings account. Whether it
is an ATM/debit card, easy withdrawal, easy loan options or internet banking, ICICI
bank’s saving account always keep you in touch of money.

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  FIXED DEPOSITES

ICICI Bank offers a range of deposit solutions to meet varying needs at every stage of
life. It offers a range of tenures and other features to suit all requirements.

INSURANCE
The ICICI group offers a range of insurance products to cover varying needs ranging
from life, pensions and health, to home, motor and travel insurance. The Products are made accessible to
customers through a wide network of advisors, banking partners, corporate agents and
brokers with the added convenience of being able to buy online.

 LIFE INSURANCE
The ICICI group provides the many life insurance products through ICICI Prudential Life Insurance
Company.

 GENERAL INSURANCE

The ICICI group provides the many general insurance products like motor, t r a v e l a n d h o m e
i n s u r a n c e t h r o u g h I C I C I L o m b a r d G e n e r a l I n s u r a n c e Company.

LOANS
ICICI bank offers a range of deposits solutions to meet varying needs at every stage of life. It offers
a range of tenures and other features to suit all requirements.

 HOME LOANS

The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to
its customers - Doorstep Service, Simplified Documentation and Guidance throughout the
Process. It’s really easy!

 PERSONAL LOANS

ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum
documentation you can now secure a loan for an amount up to Rs. 15 lakhs.
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  VEHICLE LOANS

The No. 1 financier for:-

1. Car loans

Network of more than 2500 channel partners in over 1000 locations. Tie-ups with all
leading automobile manufacturers to ensure the best deals. Flexible schemes &
Quick processing is the main advantages are here.

Avail attractive schemes at competitive interest rates from the No 1 Financier for:-
2. Two wheelers loans

Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient repayment
options and comfortable tenors from 6 months to 36 months.

CARDS

ICICI Bank offers a variety of cards to suit different transactional needs. Its range
includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for
financial transactions like cash, withdrawal, shopping and travel. These cards are widely accepted both in
India and abroad.
 CREDIT CARD
ICICI Bank Credit Cards give you the facility of cash, convenience and arrange of benefits,
anywhere in the world. These benefits range from lifetime free cards, Insurance benefits, global
emergency assistance service, discounts, utility payments, travel discounts and much more.

 DEBIT CARD
The ICICI Bank Debit Card is a revolutionary form of cash that allowscustomers to
access their bank account around the clock, around the world. The ICICI Bank Debit Card can
be used for shopping at more than3.5 Lakh merchants in India and 24 million merchants worldwide.

 TRAVEL CARD
ICICI Bank Travel Card. the Hassel free way to travel the world. Traveling with US Dollar, Euro,
Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank
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Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit
card.

4.7 INVESTMENT PRODUCTS

Along with Deposit products and Loan offerings, ICICI Bank assists you to manage yits
finances by providing various i n v e s t m e n t o p t i o n s r a n g i n g f r o m I C I C I B a n k T a x
Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold.
ICICI Bank facilitates following investment products:
•Government of India Bonds
•Investment in Mutual Funds
•Initial Public Offers by Corporate
•Investment in "Pure Gold"
•Foreign Exchange Services
•Senior Citizens Savings Scheme

TRADE SERVICES:
ICICI Bank offers online remittances as well as online processing of letters of credit and bank
guarantees.

ASSET MANAGEMENT:
Prudential ICICI Asset Management Company offers a wide range of retail mutual fund
products tailored to suit varied risk and maturity profiles.

CASH MANAGEMENT:
ICICI Bank offers a complete Range Of highly customized solutions for managing both the
collections and payments requirements of clients by leveraging technology. Daily customized
transactions reports and real time web-enabled downloads, provide on-tap information facilitating
effective working capital management.

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CORPORATE BANKING:
ICICI Bank offers comprehensive and customized financial solutions for its corporate clients,
including rupee and foreign currency debts, working capital credit, structured financing syndication
and transaction banking products and services.

INTERNET BANKING:
Internet banking is available to all ICICI Bank savings and deposit account holders, credit card,
demat and loan customers. Internet banking service offers customers a world of convenience with
services such as balance enquiry, transaction history, account statement, bill payments, and fund
transfers and accounts related service requests.

ATMS:
With more than 2500 ATMs across the country, ICICI Bank has one of the largest ATM networks in India.

PHONE BANKING:
Phone banking offers 24*7 services across Liability, asset and investment products to both retail and
corporate customers.

NRI-BANKING:
A gamut of services to take care of all NRI banking needs including deposits, money transfers and
private banking.

MONEY 2 INDIA:
A complete range of online and offline money transfer solutions to send money to India.

PROPERTY:
For millions of home buyers across the country, ICICI Bank offers not just great deals on home
loans but also a wealth of expert advice.ICICI Bank offers home search service which can help a
customer identify the property of his choice based on his budget and other requirements.

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DEMAT ACCOUNTS:
ICICI Bank’s demat services after unique features like e-constructions, consolidation, digitally
signed statements, mobile requests and corporate benefit tracking.

RURAL BANKING:
Bank offers technology-based solutions, financial innovations and multiple delivery channels to
meet the financial needs of rural areas.

4.8 SWOT ANALYSIS OF ICICI BANK

Introduction to SWOT analysis.
The overall evaluation of the company’s Strength,
Weakness, Opportunities and Threats is called as
SWOT Analysis. The external environment analysis
of any business will give you the opportunities and
threats facing the business. The external
environment consists of two parts:

STRENGTH
•Right strategy for the right products.
• Superior customer service v/s competitors.
•Great Brand Image
•Products have required accreditations.
•High degree of customer satisfaction.
•Good place to work

WEAKNESS
•Lower response time with efficient and effective service
•Some gaps in range for certain sectors.
•Customer service staff needs training.
•Processes and systems, etc.
•Management covers insufficient.

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OPPORTUNITIES
•Profit margins will be good.
•Could extend to overseas broadly.
•New specialist applications.
•Could seek better customer deals
• Fast – track career development opportunities on an industry – wide basis
.
THREATS
•Legislation could impact.
•Great risk involved
•Very high competition prevailing in the industry.
•Vulnerable to reactive attack by major competitors
•Lack of infrastructure in rural areas could constrain investment
•High volume/low cost market is intensely competitive.

4.9 COMPITITORS INFORMATION

NAME NET INTREST NET PROFIT TOTAL

INCOME (in cr) ASSETS
(in cr) (in cr)
HDFC BANK 27,286.35 5,167.07 3,37,909.49
ICICI BANK 33542.65 6,465.26 4,73,647.09
KOTAK 6,180.24 1,085.05 65,666.46
MAHINDRA
AXIS BANK 21,994.65 4,242.21 2,85,627.79
YES BANK 6,307.35 976.99 73,662.12
CITY UNION 1,696.77 280.25 18,350.65
BANK

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HDFC Bank Limited is an Indian financial services company based in Mumbai, Maharashtra that
was incorporated in August 1994. HDFC Bank is the fifth or sixth largest bank in India by assets
and the second largest bank by market capitalization as of February 24, 2018. The bank was
promoted by the Housing Development Finance Corporation, a premier housing finance company
(set up in 1977) of India. HDFC Bank has 1,986 branches and over 5,471 ATMs, in 996 cities in
India, and all branches of the bank are linked on an online real-time basis.

Axis Bank Limited is an Indian financial services firm headquartered in Mumbai, Maharashtra. It
had begun operations in 1994, after the Government of India allowed new private banks to be
established. The Bank was promoted jointly by the Administrator of the Specified Undertaking of
the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance
Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The
Oriental Insurance Corporation and United India Insurance Company UTI-I holds a special
position in the Indian capital markets and has promoted many leading financial institutions in the
country. As on the year ended 31 March, 20, Axis Bank had an operating revenue of 13,437 crores
and a net profit of 4,242 crores.

Yes Bank is a private bank in India. It was founded by Ashok Kapur and RanaKapoor, with the
duo holding a collective financial stake of 27.16%. YES Bank has received significant national
and international recognitions which include Mr. RanaKapoor, Founder, MD & CEO being
recognized as the Entrepreneurial Banker of the Decade (2001-2010) by Bombay Management
Association, India's No. 1 New Private Sector Bank in the Financial Express-E&Y Best Banks
Survey 2010, India's Fastest Growing Bank of the Year at the Bloomberg UTV Financial
Leadership Awards 2011.

Kotak Mahindra Bank is an Indian financial service firm established in 1985. It was previously
known as Kotak Mahindra Finance Limited, a non-banking financial company. In February 2003,
Kotak Mahindra Finance Ltd, the group's flagship company was given the license to carry on
banking business by the Reserve Bank of India (RBI). Kotak Mahindra Finance Ltd. is the first
company in the Indian banking history to convert to a bank. Today it has more than 20,000
employees and Rs. 10,000 crore in revenue.

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4.10 MARKET SHARE OF ICICI BANK

Company name 52wk high 52wk low Market capital

(in crores)
HDFC BANK 639.25 400.45 148,189.76
ICICI BANK 1,086.75 641.00 121,961.81
KOTAK 649.90 432.80 48,078.27
MAHINDRA
AXIS BANK 1,309.00 784.50 47,050.84
IndusInd BANK 354.15 221.75 16,642.11
YES BANK 389.40 230.55 13,603.44

ICICI Bank, India's second-largest bank, is comfortable with a fall in market share as it rebalances
its liabilities, and will be well placed to capitalize on opportunities when market conditions
improve, its chief executive said.

"We are allowing for a correction to happen in our liability mix. If that warrants some recalibration
of our market share, we are comfortable," chief executive K.V. Kamath said in an interview for
the Reuters India Investment Summit.ICICI, which weathered a storm about its health when
investors grew worried about its exposure to the global financial crisis after the collapse of Lehman
Brothers in mid-September, has slowed lending as loan defaults rise.ICICI's share of deposits and
loans in the Indian banking system has slid to 6.5 per cent as at September 2008 from 8.7 per cent
in March 2007, according to three brokerages polled by Reuters.

4.11 THE KEY CHALLENGES

ICICI Bank Ltd’s takeover of Bank of Rajasthan Ltd (BOR) will have to clear a new regulatory
hurdle before it can be completed, according to a senior official in the industry ministry. Most
banking mergers can move ahead once they get a green signal from the Reserve Bank of India
(RBI), but the deal between India’s largest private sector lender and the troubled regional bank will
need to be cleared by the government as well because of the provisions of a controversial policy
that categorizes ICICI Bank as a foreign-owned one; despite its local presence and Indian
management. “The merger needs the approval of the FIPB (Foreign Investment Promotion Board)
under Press Note 3.Under the Press Note 3 of 2018 series, if the ownership of an existing Indian
company is transferred to a non-resident entity, as a consequence of transfer of shares to
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nonresident entities through amalgamation, merger or acquisition, then it would require FIPB
approval. Private sector lenders ICICI Bank and HDFC Bank Ltd were defined as foreign-owned
under the new rules since more than half their equity is owned by foreign entities, including foreign
institutional investors, who have no board presence or say in company policy. This regulation is
applicable in sectors with foreign direct investment (FDI) caps, such as defense production, private
sector banking, broadcasting, commodity exchanges, insurance, print media, telecommunications
and satellites, according to the press note. Any foreign firm trying to gain control of local
companies needs the prior approval of FIPB.A spokesperson for ICICI Bank said the bank would
not comment on any issue relating to BOR till the conclusion of its board meeting on 23 May.

At ICICI Bank, the selection process aims at getting applicants who are likely to succeed at various
roles in the Bank. The Endeavour is to select people who have a high service orientation, are
passionate about their career goals, and who display integrity and ethics in all engagements.

The growth in the balance sheet has come to a complete halt compared to a 40% average annual
growth it posted in the period from 2005-08. The size of bank's balance sheet declined by 5.1% in
FY2018. In the days of the economic boom, the bank's growth was fuelled by an unprecedented
growth in retail loans. In fact, even at the end of FY2018, retail loans constituted 49% of its total
loan book – the highest for any bank in India. As the slowdown started making its presence felt in
the Indian economy, the retail loan segment became rather risky. Interestingly, what had made the
bank is today causing it a great deal of concern.
Feeling the heat, ICICI Bank, wisely, made it clear last year that more attention will be given to
cleaning its books and taking stock of the situation than to grow. Not surprisingly, there is merit in
paying more attention to its rising non-performing assets (NPA). The bank's net NPA jumped from
1.55% of its net advances at the end of March 08 to 2.09% at the end of March 18. At current
levels, it has the highest NPAs, in percentage terms, across large banks in the country

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Being proactive

ICICI Bank has been trying to tackle the slowdown from all means it has with one of them being
cost containment. Its operating expenses declined 13.6% on a year-on-year (y-o-y) basis in FY18.
A bulk of the cost reduction was achieved by bringing operational activities in-house, i.e. by
reducing the role of direct marketing agents" noted Share khan in its research report.

It is also trying to improve the share of current and savings account (CASA) deposit, which attract
lower interest rates and help in reducing the cost of deposit. CASA deposits formed 28.7% of its
total deposits at the end of March 18 compared to 26.1% a year ago. This was evident during the
analyst conference call for the FY18 results. At that point, Kochhar commented, "My intention is
that we should at least get to about 33% of CASA ratio before we start pressing the accelerator on
lending."

For now, the bank is still struggling as its profit dropped by 35.3% y-o-y for the March 09 quarter.
Its performance is in stark contrast to its peers in the banking industry. For instance, SBI posted a
31.6% y-o-y growth in its net profit for nine months ending Dec'08. HDFC Bank posted a 41.2%
y-o-y growth in its net profit in FY18.

For Kochhar, who has taken over the reins of the ICICI Bank from KV Kamath, the road ahead
will be fraught with challenges. Some senior executives like Shikha Sharma, who headed ICICI
Prudential Life Insurance and Renuka Ramnath, who headed ICICI Venture Capital have decided
to move on.

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CHAPTER- 5 DATA ANALYSIS & INTERPRETETION

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