MIS Reports for ICICI Bank

Assignment
By

Name PRN
Abhay George 20030241051
Achala Agrawal 20030241053
Anjali Gupta 20030241055
Arnab Roy 20030241056
Manthan Pandya 20030241079
Sramana Roy 20030241094

Program : MBA ITBM 2020-22

Division : B
Subject : Management Information Systems
Semester : 2nd
Date : 27th March, 2021

Submitted to : Dr. Pradnya Purandare

Vision
Aim to increase the revenue of the bank by optimizing internal bank functions and creating a remarkable customer
experience by improving operational and processing efficiency of the bank. Through the MIS reports, the executives
and the managers will be more confident in taking better decisions for value addition for the bank.

Considered Modules and its requirements:

M1: Customer Management
With this module, we will track the customer’s interaction with bank to improve the customer experience and
increase bank revenue. The requirements of this module are:
1. To gain meaningful insights from the activities performed by the customers on ICICI mobile and web
application
2. To track the trends in activities performed by users on ICICI mobile and web application.
3. To analyze the user experience with customer service facility of bank.
4. To find the scope of improvement in customer management.

M2: Transactions
Transaction module is required to track deposit, exchange, withdrawal and transfer of currency. It also tracks the to
monitor the failure of online transaction to improve it and provide an error free service to customers. The main
requirements of this module are:
1. Transaction reports mainly helps to manage payments, short term cash, securities, trading and settlement,
of a bank.
2. It offers array of the linked liquidity management tools and short-term investment option for optimization
of working capital for commercial activity.
3. Enables safe flow of money from one country to another that is cross border transaction.
Helps in cash management, track revenue, expanse, operating profits.

M3: HRM
With this module, we can track the employee’s interaction with the organization i.e. ICICI Bank. It helps the bank to
utilize its human resource smoothly to run all the operations at perfect pace. The requirements of this module are:
1. To gain insights about employee attendance and their check in and check out time.
2. To track the activities performed by any employee.
3. To track the progress of the work done or target achieved by employee.
4. To analyze performance and manage increments and promotions accordingly.
5. To maintain payroll and initiate payment adhering to all deductions.
To utilize the resource for the smooth run of the operations

Scope of each Module

M1: Customer Management
1. The customer management reports include details on customer activities and queries.
2. Records are maintained to analyze the users activities over each month.
3. Data is maintained on the customer service provided by the bank along with the response time for each
customer query.
M2: Transaction Module
1. The transaction failure reports include the details of all failed transaction and analysis of root cause
2. The online and offline transaction monitoring helps to analyze the trend of online transaction of customers
and type of transaction they are using.
3. Records are taken to analyze the transaction error and medium of transaction on each month.
4. Data is taken on the transaction data provided by the bank.

M3: HRM
1. HRM reports include details on employee activities, payouts and resource utilization.
2. Records are tracked to analyze employee performances and attendance over a certain period of time.

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 3. Payroll management and monthly payouts are done with the help of records.
4. Based on the performance report increments and promotions are analyzed.

Business
Student Module
Repor Objective
Name No. & Stakeholder Specific Report
t Sr. expected Measurable KPI
and Descripti Category Stakeholder Title
No from the
PRNNO on
MIS-report
CEO, Branch Maximize
Top No. of new accounts
Achala M1 – manager, Sales Customer
Management opened per month, Time
Agrawal- Customer zonal Revenue by Account
1 , Middle spent by user on activity
20030241 Managem manager, analyzing Activity
management, per month, No. of loan
053 ent Relationship user Analysis
Operations applications per month
manager activities
Anjali M1 – Top CEO, Senior Feedback rating, Most
Improve Customer
Gupta- Customer Management manager, preferred user services,
2 customer Service
20030241 Managem , Middle Relationship number of grievances of
experience Report
055 ent Management manager each level
Improve
feasibility of Most used functionality
M2- Transacti
features. and availed service,
Manthan Transacti Top COO, CTO, on and
Respond and Transaction failures,
Pandya- on and management, Zonal functional
take reason for failure, impact
3 20030241 Applicati Middle Manager, ity
necessary on business, Trace
079 on Management General Managem
actions to transactions, Number of
Managem , Manager ent
reduce transactions from each
ent Report
transaction branch,
failures.
Online and
M2-
Reduce the Offline
Transactio COO, Zonal Reduce operating cost,
Sramana Top operating cost Transactio
n and manager, reduce manpower, excellent
Roy- management, and improve n
4 200302410
Applicatio
Middle
General
the feature of
customer service, transaction
Monitoring
n manager ,Acc analytics, improve efficiency
94 Management online and Impact
Manageme ount manager ratio, profit maximization
transaction of
nt
Business.
HR Lead,
Arnab Keeping
Branch Employee
Roy - M3- Middle track of Total work hour, number
5 Manager, Attendanc
20030241 HRM Management employee of leaves
Accounts e Report
056 attendance
Manager
Clarity of
Local/
Information,
regional
Abhay Timeliness of
payroll HR, Revenue per employee. = Employee
George- M3 - Payroll and
6 managers, Accounting Revenue. Profit per payroll
20030241 HRM Tax Forms,
HR directors Department employee. = Total profit report
051 Fairness in
and
Pay-
managers
objectives

2
Report Sr.
1 2 3 4 5 6
No.

Student
Achala Agrawal- Manthan Pandya- Sramana Roy- Arnab Roy- Abhay George-
Name Anjali Gupta-
20030241053 20030241055 20030241079 20030241094 20030241056 20030241051
and PRN
NO
Account Activity Online and Employee
Employee payroll
monthly report to Customer service Transaction Offline Attendance
Report management
analyze which report to find key failure reports Transaction Report to analyze
Title in problem areas system employee
activities are and its impact Monitoring and and track
details and work on pay detail and
being used by on business. Impact of attendances at
them salary
which users Business. branch level.

To know the
To increase the Ensure
To investigate trends of online
To keep track employees are
revenue by failure and rectify transaction and analyze paid on time.
Purpose/ increasing To improve the the error to among customers employee’s Ensure the
Goal of number of customer improve to improve the attendance on a accuracy of the
Report activities used by experience customer business and regular time amount
customers experience. reduce operating interval employees are
cost. paid

Reduce operating
No. of new Number of failed cost, reduce
accounts opened transactions, manpower,
Feedback rating, Transaction excellent
per month, Time Revenue per
Most preferred failures reason, customer service,
spent by user on employee. =
KPI user services, Impact on transaction Total work hour,
activity per Revenue. Profit
number of Business, Trace analytics, number of leaves
month, No. of per employee. =
grievances of transactions, improve
loan applications Total profit
each level Number of
per month efficiency ratio,
transactions from
profit
each branch,
maximization

Customer id,
Customer ID , name, account Customer Id,
Customer Age, Customer id, number, account number, Employee
Report Branch I, Branch medium (app/ transaction name, beneficiary Employee ID, payment ,salary ,
other City, Account web), service, number, date, account, date, Employee Name, pay grade/ scale
significant Type, Activity Id, time to resolve, amount, receiver IFSC code, Date, Check-in joining date,
Columns Activity Name, root cause, account number, Transaction time, Check-out increment,
Time Spent on service agent, receiver bank mode., type of time Employee
Activity pages, issue level designation
name, IFSC code, transaction
Activity Date Account type.

Filter Branch Location, Medium, issue Business Impact: IFSC Code, Date-Limit, Employee
fields Customer Age, level, service, High, medium, Transaction Branch, Count of designation,
Activity Name root cause low. Mode, Type of working hour incentives,
Transaction branch level
Date, Amount,
Branch location,
State, City,

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 Branch Code,
Account Type

Average of type
Count of Count of
of transaction of Number of
customer ids, transaction
last three-month,
Summatio failures, Total employee in
count of each Average rating, Average of type average of online
n average resolving sum of amount versus offline branch,
activity type, of transaction of
time, count of per branch, Sum data for last 3 incentives,
Average time last three month
/functions grievances of in process and months for number of
taken for
refunded Kolkata as well working days
activities
transactions. as Mumbai
branch
Transaction
Age, Time spent Date, Transaction
Issue level, mode, type of Number of
Sorting Number, Date-limit,
on the activity, rating, resolving transaction IFSC Working day
Attributes Activity Date Customer ID, Branch
time code, Branch over time work
Account Number
code

Current data
Real time data
analysis using
analysis using
dashboard Data analysis
Power BI Individual
containing using excel,
dashboard with employee
Unique location wise and Pie chart, bar infographics
different filters, payroll
selling activity wise chart, column dashboards with Bar Chart
branch wise data, according on
feature filter with bar chart, line chart pie chart, bar
business impact, his/her pay
charts and pie graph grade/ scale
total amount as
charts. Tables to
per branch.
measure KPI.

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 M1: Customer Management

Report 1: Customer Account Activity Analysis

Report Created By: Achala Agrawal (20030241053)

Assumptions:

 The data in the report is based on logical assumptions.

 Limited records are considered for the analysis. During actual analysis, real data can be considered.
 The data is for January and February 2021 only.

Report Layout:

The report is created to track the activities that the users perform on the bank application. Various details tracked
are: Customer Id, Customer Age, Branch id with city, Account type, Activity Id with name, time spent by the user
on the activity in minutes and the date on which activity is performed. Total 100 records have been considered for
analysis of the report. A sample of the records is shown below:

Time Spent
Customer Custome Branch Account Activity
Branch City Activity Name on Activity Activity Date
ID r Age ID Type Id
pages (mins)
581 35 5 Kolkata Savings 1 Open bank account 20 01-01-2021
783 65 1 Mumbai Savings 2 Loan application 25 11-01-2021
1016 72 3 Ahmedaba Savings 4 Transfer Money 10 05-01-2021
d
459 20 3 Ahmedaba Savings 4 Transfer Money 5 25-01-2021
d
499 29 2 Delhi Savings 3 Update KYC details 40 01-01-2021
370 42 5 Kolkata Savings 1 Open bank account 60 27-01-2021
394 29 3 Ahmedaba Current 5 Discount vouchers 20 21-01-2021
d
451 42 1 Mumbai Current 4 Transfer Money 15 18-01-2021
653 36 3 Ahmedaba Current 3 Update KYC details 50 29-01-2021
d
393 61 5 Kolkata Savings 2 Loan application 60 20-01-2021

The report can be sorted by Customer Age, Time Spent on Activity Pages and Activity Date. Through the sorting
feature, bank employees can see the trends.

Dashboard: 8 activities have been considered in the data: Open bank account, Loan application, Update KYC
details, Transfer Money, Discount vouchers, Open deposit account, Contact customer service, and Bill payments

Data is considered from 5 cities: Ahmedabad, Bangalore, Delhi, Kolkata and Mumbai

Charts constructed in the dashboard:

 Activities by Branch
 Activities by Age Group
 Account Type by Age Group

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  Total active accounts by Branch

Activities by Branch: This chart contains details of the location details of number of customers performing an
activity. It can be filtered using city name or activity name. From this chart, bank can plan its marketing strategy
based on the location to encourage more customers to use certain activity. For example, by applying the filter of city
and activity, we can see that more loan applications are submitted in Bangalore than Ahmedabad. Whereas, the
functionality to transfer money is used more by people of Ahmedabad. Through this, the bank may decide to give
better loan offers at Ahmedabad.

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Total Active Accounts by branch: Through this pie
chart, we can see the proportion of active account
holders in each city. Also, using the filter of age we
can find which location people are using the
application more by age. For example, from the below
chart we can see that compared to other cities, in the
age group of 18-24, Bangalore has less active accounts.
The branch in Bangalore can take initiatives to
improve this number by targeting 18-24 age group
specifically.

Account Type by Age Group: This graph helps us

understand which age group people have which
type of account. Based on this analysis, the bank
can attract more customers by offering attractive
services for the account type.

Activities by Age Group: Through this chart we

can find which age group people are using which activities on the application. Using the filter of Age and Activity
type, more details can be seen for the analysis. By knowing the age group of target customers for a certain activity,
the bank can provide better offers so the customers use their services more. For example, in the following report
with Activity filter we can see that people of age group 18-24 use the Bill Payment activity more than any other age
group. This will help in increasing the revenue of the bank.

Mapping Objective and KPI to the Effectiveness of the Report

To enhance the customer experience and increase the revenue of the bank, the number of new accounts opened per
month should increase, users should be able to save time while performing an activity and the loan applications
should increase. The more accounts are opened, the more balance the bank has to provide loans. Similarly, the more
loans given to the customers, more interest is received by the bank.

Through this report, we can find the total number of new accounts opened in
each month. Considering that the bank has to meet a minimum target of 10
accounts, we can see the targets were met in February, but not in January.

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 The bank should have more loan applications to increase the revenue. Considering the target as minimum of 5,
following pivot table can be created from the report.

Similarly, we can see how much average time is spent on each

activity. When the average time spent is more than 20 minutes, it
indicates that the bank should improve the user experience for
the activity. It is denoted by a red cross in the below table.
Similarly, if the time is between 10-20 minutes (yellow mark),
the bank can think of making the changes to the steps of
performing the activity. The activities marked as green show
that users are comfortable with the activity.

Report 2: Customer Service Report

Report Created By: Anjali Gupta (20030241055)

Assumptions:

 The data in the report is based on logical assumptions.

 Limited records are considered for the analysis. During actual analysis, real data can be considered.
 Three employees are working on solving the issues received at different levels.
 8 activities have been considered in the data: Open bank account, Loan application, Update KYC details,
Transfer Money, Discount vouchers, Open deposit account, Contact customer service, and Bill payments.

Report Layout:

In the banking sector, customer support is extremely critical. In today's world, India's banking system has perhaps
the broadest scope for delivering financial services and also serves as a significant conduit for doing so.

The module of Customer Management consists of one of the main Customer Service Report which allows the
bank handle all the queries that their customers need and by analyzing these reports they can improve customer
experience. Here, the customer service report consists of following fields:

Serial Custom Mediu Service Root Cause Time to Issue User Service
No. er ID m resolve level ratin Agent
(Hours) g

1 101 App Open bank account Technical error 4 2 3 Mr. Shah

2 102 Web Loan application Browser issue 1 1 4 Mr. Patel
3 103 App Transfer Money Understanding of customer 4 2 2 Mr. Jain
4 104 App Transfer Money Mobile app issue 8 3 5 Mr. Shah
5 105 App Update KYC details Understanding of customer 1 1 4 Mr. Patel

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6 106 Web Open bank account Mobile app issue 4 2 4 Mr. Jain
7 107 App Discount vouchers Understanding of customer 1 1 3 Mr. Patel
8 108 App Transfer Money Mobile app issue 1 1 4 Mr. Shah
9 109 App Update KYC details Browser issue 4 1 4 Mr. Jain
10 110 App Loan application Understanding of customer 1 1 3 Mr. Patel

The report can be filtered by root cause, type of service, issue level and the medium. By filtering, bank employees
can see type of issues and which domain receives more issues.

The major objective of this report is to store all the customer query details related to the services they have availed
and who are in process of availing any service. The main key performance measure of this report are:

 The user rating level with respect to particular service.

 The number of issues raised at each level.
 The average time to resolve a particular issue at each level

Dashboard: So, for measuring specified performances we have constructed 5 charts, namely:

 Average user rating per service

 Count of each root cause for issues received
 Count of issues from different mediums
 Average of issue level for a particular root cause
 Average time to resolve a particular issue

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Average user rating per service- This chart contains
details of eight services that we have considered in our
data and their related user ratings. The chart tells the
average user rating it received for the particular service
that they are availing. For example, if we see the activity
of updating KYC details then we can observe from the
chart that it has not received a good rating (i.e. around 2.5)
from the users who have tried to update their KYC details.
Also, if we see the average user rating of transferring
money through ICICI payment gateway, the chart tells that
users have experienced a good experience as it has average
rating of around 4.7.

Count of each root cause for issues received- This

line chart tells us about which is root cause that has
received maximum number of issues. Similarly, it will
tell minimum number of issues is received because of
which reason. Based on analysis, bank employees can
interpret if their system has more issues or is there is
problem in the understanding of customers.

Count of issues from different mediums- Through this pie chart, we can
see the proportion of the mediums through which issues can come from.
From this analysis, bank employees can figure out which medium their
customers are facing more issues. For example, the pie chart shows more
proportion of issues from bank application which says that whether the
bank application has more technical issues or it is not very user friendly
that customers are finding difficult to understand it.

Average of issue level for a particular root cause- The

bar graph present here helps bank employees to see
which level receives more complex issues. The bar graph
considers the average of issue level and its root cause.
For example, from the graph we can see that technical
error has around average of issue level of 2.6 which says
mostly all technical errors are more complex than any
browser issue or understanding of customers.

Average time to resolve a particular issue- Through

this line chart, the bank employees can find average
time taken to resolve issue at a particular level. Like
we can see in the chart that level 3 issue takes on an
average time of 8 hours to resolve the issue and level 1
takes on an average of 1 hour to resolve the issue.

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Mapping Objective and KPI to the Effectiveness of the Report

The customer service analysis report is generated so that bank employees can keep a track of number of issues that
are raised for different services that its customers are prevailing. The bank will have many benefit of maintain this
report:

 As they can identify which level issue is having more issues and the bank can work on it more effectively.
 Also, the bank gets to know the amount of time they take to resolve the issue. So, if they take a lot of time
then probably they increase their number of employees in the particular department or motivate the existing
employees by seeing the results from this report.
 As through this report they also can view their customers level of satisfaction from the particular service,
this will help the bank to improve in the areas of service which has received less rating from their users.
 The bank employees can also analyze from this report the type of issues they receive a lot. So, by this they
can effectively and efficiently work on improving it.

The main motive of this report is to increase the customer experience so that more and more customers join ICICI
for the services that they are providing. As when customers choose from where to avail any service one of the factor
they see the customer support that the provide and how much satisfaction it is able to give to its customers.

M2: Transactions

Report 3: Analyzing Transaction Failure and Impact on Business

Report Created By: Manthan Pandya (20030241079)

Assumptions:

 Logical assumptions were made to create the dashboard and report.

 For getting an overview of dashboard we have used limited records for the analysis. During actual analysis,
real time data will be considered.
 The data is for January and March 2021 only.

Report Layout:

The report showcase the transaction failures in the ICICI Bank. The reason for the failures could be anything like
network error, server error, refreshing or closing app while transaction in process, etc. These transactions are
recorded to take preventive actions to avoid such failure in future/ Various details are tracked like, Customer Id,
Account Number, Transaction Number, Date, Amount, Impact, Branch Code, IFSC Code, Status, Account type. We
have considered 50 record of three months (January, February, March 2021) for analysis. The Samples are listed
below:

Sr Custome Account Transactio Date Amoun Impac Branc IFS Status

n r Id Number n Number t t h Code C
o Code
1 71888 247499668 446305 24/01/202 9129577 High BK182 6842 Refunde
7 1 d
2 66888 971225023 106015 24/03/202 8287484 High BK182 6985 In
4 1 Process
3 62562 369566038 303533 24/03/202 7477903 High KS188 7769 Refunde
9 1 d

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 4 45078 752219620 239190 24/03/202 1949534 Low BK182 9700 In
2 1 Process
5 65706 905884450 312830 24/02/202 9813235 High NM177 52 Refunde
5 1 d
6 82381 502147168 437398 24/03/202 971668 Low SG140 88 Refunde
5 1 d
7 93336 499358043 294271 24/03/202 9692147 High BK182 1338 Refunde
1 1 d
8 35955 284327423 349747 24/02/202 1275036 Low RK134 2338 In
3 1 Process
9 55967 290996055 40821 24/03/202 6108367 Mediu KS188 2167 Refunde
1 1 m d
10 95257 510652327 299450 24/03/202 5421329 Mediu SG140 6113 In
4 1 m Process

Dashboard: In the dashboard we have considered all the data displayed above like Account Number, Transaction
Number, Date, Amount, Branch Code, IFSC Code. Based on this data we have created dashboard to understand the
impact of the failures. The impact is been measured as High, Medium, and Low. Based on the amount of transaction
we have calculated impact on business.

Charts constructed in the dashboard:

- Month Wise Transaction Failure

- Branch wise transaction failure
- Transaction Status
- Branch wise Business Impact
- Branch wise amount

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Month Wise Transaction Failure: Using the date field in the data we have considered we can find the amount of
transaction failure in each month. This helps the organization to take preventive measures and provide better
experience to the customer.

Transaction Status: Using the line chart we can analyze the status of the
transactions which are failed. The status can be either amount refunded or
is in process. Using branch code we can figure out status of how much
transactions from each branch are completed or are in process.

Branch Wise Business Impact:

To get a clear picture of how transaction failure can impact the business
of ICICI we have created a business impact. The scale of business
impact is Low, Medium and High. We have used conditional
formatting to filter the business impact. For conditional formatting we
have made certain assumptions.

1. The business impact is low if the amount in failed transaction

is in range of 0 to 4000000 INR.
2. The business impact is medium if the amount of failed
transaction is in range of 40,00000 to 70,00000 INR.
3. The business impact is High if the amount of failed
transaction is 7000000 INR and above.

Filters:

Using filters you can directly check the status of the transactions whether it has been refunded or still in process.
Also you can find out the number of failed transactions between specific dates by date filter. Customer ID can be
directly filtered using the customer ID filter. Also if you are aware of the transaction Number then you can also
check the status directly by transactions number. This can be very useful during the internal audit of the
organization. We can also add filters like business impact of failed transactions.

Mapping Objective and KPI to the Effectiveness of the Report:

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 KPIs is used to measure progress to achieve business strategy. Without KPIs you may risk losing focus, not
achieving organizational objectives and not being able to demonstrate your value to management and stakeholders.
The objective for ICICI bank is to reduce the number of transaction failure, provide better experience to their
customers and to get competitive edge over there competitors. To accomplish this objective the analysis can be
helpful in understanding the pattern and processes they can improve to serve their customers better. The most
important thing is they understand and find out about the number of failed transactions. They can easily track down
those failed transactions.

The most important KPI is which measures the impact on business of ICICI incurred due to transaction failure. We
have set rules to filter the impact in low, medium and high category. As displayed below this is the backend of the
KPI that is created.

Report 4: Online and Offline Transaction Monitoring and Impact of Business.

Reported by Sramana Roy (20030241094)

Assumption:

 Logical assumptions are taken for dashboard creation.

 We have taken limited number of records for a month for this analysis. Real time data can be taken for
actual analysis
 100 records/month for last three months are taken.

Report layout: Monthly online Versus Offline transaction report.

As we know that the main purpose of tracking transaction report is to maximize the profit of ICICI bank. Today with
the increasing use of internet the trend of online transaction is continuously increasing. The main objective of
tracking this report is as online transaction decreases the operation cost, wide coverage, facility available for
24hours, maximize customer service through time and cost savings of customers, so from this report it can identified
the trend of online versus offline transaction. Here I have attached some sample data of 31 st January 2021 for
Kolkata and Mumbai branch.

Serial No Branch Location Branch Code IFSC code Date Transaction Type of
mode transaction
1 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 Web Net banking
2 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 App payment
3 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 App payment
4 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 App payment
5 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 Web RTGS
6 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 App Payment
7 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 Web RTGS
8 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 App Loan
9 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 Offline Cash deposit
10 Kolkata (Dumdum) KL523 ICIC00523 31-01-2021 Offline Cash deposit

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 Sample data for Mumbai Branch:
Serial No Branch Location Branch Code IFSC code Date Transaction Type of
mode transaction
1 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App Payment
2 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App payment
3 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App payment
4 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 Web payment
5 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 Offline Cash deposit
6 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App Payment
7 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 Web RTGS
8 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App Loan
9 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 App payment
10 Mumbai (East Dadar) MB622 ICIC00276 31-01-2021 Web RTGS

Dashboard of Type of Transaction

Tracking (Last 3 Months Data)

Data of Last 3 Months Transaction

for Kolkata Branch

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 Branch Month Online Offline
Kolkata Dec 77 23
Kolkata Jan 70 30
Kolkata Feb 65 45

Month wise online Vs Offline Transaction

80
60
40
20
0
Dec Jan Feb

Online Offline

Data of Last 3 Months Transaction for Mumbai Branch

Branch Month Online Offline

Mumbai Dec 63 37
Mumbai Jan 52 48
Mumbai Feb 69 31

Root Cause Analysis: From this data we can observe that the trend of online transaction is continuously increasing
rather than offline transaction from the month of December to the month of February in Kolkata and Mumbai branch
of ICICI bank. From here we can assume customers are more interested to use the online application or website for
their day-to-day transaction which saves their time and money. Bank also reduce their operating costs, reduce
manpower cost and increase the liquid by savings. If bank can provide this kind of facilities more and more
customers can be easily attracted especially in this pandemic situation. Here we have collected 100 samples of each
month for last three months.

This is pie which mainly reflects the trends of the percentage of

the transaction process that are mostly used by customers like
net banking, online payment, RTGS, loan transaction and so on
through the website and mobile application of ICICI bank.

Payment RTGS Loan Net banking Fund transfer

93 75 48 70 70

Average Monthly Data

Sort of data by transaction mode, type of transaction:

Serial Branc Branch IFSC code Date Transaction Type of

no h code Mode transaction

1 Kol KL160 ICIC00523 31.1.21 App Loan

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 2 kol KL160 ICIC00523 31.1.21 App Payment
3 kol KL160 ICIC00523 31.1.21 App payment
4 kol KL160 ICIC00523 31.1.21 App payment
5 kol KL160 ICIC00523 31.1.21 Offline deposit
6 kol KL160 ICIC00523 31.1.21 offline deposit
7 kol KL160 ICIC00523 31.1.21 Web Net banking
8 Kol KL160 ICIC00523 31.1.21 Web RTGS
9 Kol KL160 ICIC00523 31.1.21 Web RTGS
Analysis: From this above sorting it is visible that the online transaction is huge rather than offline transaction.
Payment through mobile application and website is maximum in this data. It is showing the interest of users for the
transaction mode and type of transaction. After the sorting with IFSC code and branch code for both the branch it is
observed that uses of mobile application for payment is huge. That means bank can focus on the improvement of
mobile application with new features to attract new users and reduce the operating cost.

Business Objective and KPI Analysis of This Report:

The main objective of this report is it can give the information about customer, accounts, transaction type, balance,
statement. A Key Performance Indicator (KPI) is a measurable value that indicates how well an organization is
accomplishing key business goals. Organizations use KPIs at various levels to measure their progress toward their
goals. Low-level KPIs may focus on processes in departments such as sales, marketing, HR, help, and others,
whereas high-level KPIs may focus on the overall performance of the company. Here the main KPIs are:

 Reduce Operating Cost – From the analysis of above data it is noticeable that each and every month the
online transaction is increasing. Customers more tend to this feature of website and mobile banking
transaction. They are using online banking for payments, fund transfer, loan transaction that means the cost
required to maintain the daily operation cost, manual error, manpower cost can be reduced.
 Provides liquidity – The daily increasing online transaction like net banking provides more liquid money
to bank. This is required in order to lending, future assets for risk.
 Attract customer – By inline transaction customer service can be improved as customers today shifting
towards online transaction to save time and energy. So, 24 hours online service of bank through mobile
application and website with minimal error and huge facilities of transactions can attract more customers
that can improve the profit of bank.
 Type of online transaction – If which type of transaction like net banking, RTGS, payment through the
application customers is using that can be tracked then the efficiency of that service can be improved with
minimum error for more customer engagement.

M3: HRM
Report 5: Employee Attendance Report

Report Created By: Arnab Roy (20030241056)

Assumptions:

 The data in the report is based on logical assumptions and estimations.

 Limited records are considered for the analysis. During actual analysis, real data can be considered.
 The data is for February 2021 only.

Report Layout:

The report is created to track the attendance of employees of a particular branch. Total 100 records have been
considered for analysis of the report. A sample of the records is shown below:

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Employe Attendance(P= Check-in Checkout Total
Employee Name Date
e ID Present, A= Absent) Time Time Time(hrs:min)

101 Arnab Roy P 9:00 18:02 9:02 01-02-2021

102 Sramana Roy P 9:04 18:14 9:10 01-02-2021
103 Achala Agrawal P 9:00 18:03 9:03 01-02-2021
104 Anjali Gupta A 8:59 18:16 9:15 01-02-2021
105 Manthan Pandya P 9:02 18:01 8:59 01-02-2021
101 Arnab Roy P 9:08 17:55 8:47 02-02-2021
102 Sramana Roy P 8:58 18:25 9:27 02-02-2021
103 Achala Agrawal P 9:00 18:01 9:01 02-02-2021
104 Anjali Gupta A 9:01 18:09 9:08 02-02-2021
105 Manthan Pandya P 9:05 18:00 8:55 02-02-2021

Filters:

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Findings:

Average Working Hour

09:04:23
09:04:19
09:04:14
09:04:10
09:04:06
09:04:01
09:03:57
1

Arnab Roy Sramana Roy Achala Agrawal

Anjali Gupta Manthan Pandya

Number of leaves taken

3

0
Arnab Roy Sramana Roy Achala Anjali Gupta Manthan
Agrawal Pandya

Business Objective and KPI Analysis of This Report:

A Key Performance Indicator (KPI) is a measurable value that indicates how well an organization is accomplishing
key business goals. The main objective of this to track attendance of each employee branch wise and have a look on
average working hours, leaves etc.

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  Overall average working hour of the branch gives us the idea about the overall activity of that particular
branch.
 Employee wise overall working hour gives us clear idea about the activities of individual employees and
how they are performing.
 Another important feature is tracking of leaves. It can give us the information about the leaves taken by
each employee in a specific time period.
 These things are important for salary calculating, performance analysis and increment analysis.

Report 6: Employee pay roll Activity Analysis

Report Created By: Abhay George (20030241051)

Assumptions:

 The data in the report is based on logical assumptions and google payroll sheet.
 Record are copied form net.

Report Layout:

The report is logical assumptions and internet based its show the pay roll report of the bank employees name,
ifsc ,DOB, Grade, payment, Emails the analysis report show the information about the employee’s salary report
generated on the HR and Account Department shown below

SL Employee Name of IFSCODE DOB Grade payment Email ID

NO. No. Employee
1 0020 Achala ICICI000019 20-mar-1996 19000/23000 20200 Achala00@gmail.com
1
2 0021 Anjali ICICI000019 15-jan-1996 18000/26000 19000 Anjalig@gmail.com
1
3 0022 Manthan ICICI000019 22-nov-1995 20000/26000 20000 ManthanHP@ymail.com
1
4 0023 Arnab ICICI000019 16-jun-1995 15000/25000 15000 Arnabroy@ymail.com
1
5 0024 Sramana ICICI000019 22-aug-1996 19000/23000 19000 sramanaR@gmail.com
1
6 0025 Aman ICICI000019 10-jul-1997 19000/26000 20000 AmanG@gmail.com
1

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