Operation management project

On transformation process of ICICI Bank

Submitted by:
Himja Mishra
Jagriti Raj
Karan Chaturvedi
Kashif Naeam
Kashish Khan
Kausalyey Tripathi

Transformation process
The activities of a new business should be designed
to turn those resources into products and services
that customers are willing to pay for. This process is
known as the transformation process.

If the value of what customers pay for the outputs is
more than the cost of the inputs, then the business
can be said to have added value

Inputs to transformation pocess
Labour

Land

Capital

Enterprise

High quality people

Capital investment is focused on efficiency and quality.

INPUTS TRANSFORMATIONS OUTPUTS
Materials
Raw Materials
Purchased Parts
Supplies
Energy
People
Workers
Technicians
Supervisors
Managers
Maintenance
Custodial
Equipment
Land
Buildings
Machines
Tools
Office Equipment
Computers
Physical
Locational
Storage
Exchange
Informational
Educational
Attitudinal
Physiological
Products
Services

Outputs in transformation
process
Sector Businesses involved in
Primary Extraction of natural resources (e.g. oil, gas) and farming activities
Secondary Production of finished goods and components (e.g. flat-screen TVs,
computer memory chips, games consoles, industrial equipment, motor
vehicles. The secondary sector is also often referred to as the
manufacturing sector.
Tertiary Providing a service of some kind. E.g. health, travel, legal, finance, building,
security. The list of potential services is endless. Think of this as any
business activity that involves people doing things for you! Retail businesses
are in the tertiary sector.

Customer's complaints
non-payment or inordinate delay in the payment or collection of cheques,
drafts, bills etc.;
non-acceptance, without sufficient cause, of small denomination notes
tendered for any purpose, and for charging of commission in respect
thereof;
non-acceptance, without sufficient cause, of coins tendered and for
charging of commission in respect thereof;
non-payment or delay in payment of inward remittances ;
failure to issue or delay in issue of drafts, pay orders or bankers cheques
non-adherence to prescribed working hours ;

Resolution of grievances
Branch Manager is responsible for the resolution of
complaints/grievances in respect of customers service by the branch.
He would be responsible for ensuring closure of all complaints received
at the branches. It is his foremost duty to see that the complaint should
be resolved completely to the customers satisfaction and if the
customer is not satisfied, then he should be provided with alternate
avenues to escalate the issue. If the branch manager feels that it is not
possible at his level to solve the problem he can refer the case to
Regional or Zonal Office for guidance. Similarly, if Regional or Zonal
office finds that they are not able to solve the problem such cases may
be referred to the Nodal Officer.

Random disturbances
Strikes

Maintaining minimum balance

Change in RBI policy

Global Financial Crisis

Customer satisfaction
Even though there is rapid increase in number of
automated delivery channels customers still prefer
the personal touch, and service delivery quality is
one of the focus areas for the bank. customer
satisfaction is a distinct construct from service
quality, with service quality generally viewed as an
antecedent to customer satisfaction.
ICICI bank
ICICI Bank is an Indian multinational banking and
financial services company headquartered in
Mumbai. It is the second largest bank in India by
assets and by market capitalzation, as of 2014. 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, non-life insurance, venture capital and
asset management. The Bank has a network of 3,539
branches and 11,162 ATMs in India, and has a
presence in 19 countries.
Inputs of ICICI bank
Employees and Managers
Cash and cheques used in transaction
Computer system and internet connection
Deposits and loans
Debit and credit cards
Insurance and mutual funds
Investment
Demat and foreign exchange trading
Internet banking and mobile banking

Outputs
a higher return
Good communication system/information system
Instant services
Special product for a special need
Various services in different areas
Customer's complaint
ICICI Payment Gateway is at its WORST
Major Bug in ICICI bank portal and harass customer for noticing it
Delay in Payment of Remittance
Cheating customers who use Online Banking
Withdrawal of money from Saving Bank Account without approval
of Account Holder
ICICI Bank ATM counter should be well maintained
No reward point for online transaction

Grounds for complaint
Major problems that clients faced were wrong
debits to accounts, skimming of cards, unsolicited
credit cards and insurance policies, authorization of
loans over phone, erroneous billing, and charging
an annual fee on cards despite originally being
offered as free.


Amount involved
The amounts involved have sometimes been quite substantial too.
For example, the report discusses a case where around Rs 5 lakh was
fraudulently withdrawn from a customers account through an ATM.
In another instance, Rs 18,81,743 was siphoned off from an NRE
account through unauthorised online fund transfers/withdrawals.
With the amount at stake being high and banks pointing fingers at
the customer for compromising on security, such instances have
forced customers to approach the ombudsman.
In both the aforementioned cases, the ombudsman discovered lapses
on the part of the bank and directed them to return the disputed
money to the customer
Random disturbances
Global Financial Crisis
Change in RBI policy
Strikes
Maintaining minimum balance

Feedback
Overall, how satisfied are you with the services of ICICI
bank?
To what extent do staff understand your needs?
How easy is it for you to contact them?
To what extent do you feel we are putting your interests first?
Do staff have the expertise to do the best possible job for you?


THANK
YOU