Quality of Work Life Project 2012

QWL

A Project Report on

QUALITYof

WORK LIFEAt

ICICI Bank – Phone Banking Service

Submitted By:Sandhya Rani. Chundi

Roll # 094-08-01325Third Year of Masters in Business Administration

Under the guidance ofMr. Jahangir

Prof. G. Ram Reddy College for Distance EducationOf

Osmania University, Hyderabad-500007.

To the Osmania University In Partial FulfilmentOf Masters in Business Administration

Academic Year:

2009-2010

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DECLARATION

I, Sandhya Rani Chundi the under signed here by declare that

Project report entitled “THE QUALITY OF WORK LIFE” in ICICI

BANK – PHONE BANKING GROUP, Hyderabad and this project is

submitted to PGRRCDE, Hyderabad affiliated to Osmania University,

Hyderabad.

I draft this letter and the project work done here is totally original

work of My own which shows all the efforts of mine in completion of

the Project.

Place: Hyderabad

Date:

Sandhya Rani Chundi

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PROJECT GUIDE CERTIFICATE

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

OU, HYDERABAD, in partial fulfilment for The Award of MBA has Done her

project certified “THE QUALITY OF WORK LIFE ” in ICICI BANK LTD,

Hyderabad Under my guidance.

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

Place: Hyderabad

Date:

Mr.JAHANGIR

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ACKNOWLEDGEMENT

It is inevitable that thoughts and ideas of other people lend to

give drift into the Subconscious when one feels to acknowledge the

help drive from others. I wish to thank a number of people for their

support and contribution to the efforts involved in carrying out this

study.

I feel pleasure and pride of being part of management studies,

Prof. G. Ram Reddy Centre for Distance Education (DEPARTMENT

OF BUSINESS MANAGEMENT), HYDERABAD, that moulded me to this

present state & I feel gratitude towards it.

I shall be indebted to Mr.B.Ashwin Kumar for the concern in

providing the necessary information during my study in ICICI BANK

LIMITED, HYDERABAD.

I also express gratitude and thanks to Dr.Ch.Shyam Sunder

Ph. D., director, Prof. G. Ram Reddy Centre for Distance

Education (DEPARTMENT OF BUSINESS MANAGEMENT), and my

project guide Mr. Jahangir for helping me out to undertake study at

ICICI.

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Finally, last but not the least I would like to extend my sincere

thanks to all my faculty members who have uplifted my knowledge

through their lectures and all those who have helped me out in

successful completion of my project.

CONTENTS

INTRODUCTION

NEED FOR THE STUDY

METHODOLOY

SCOPE OF THE STUDY

PERIOD OF THE STUDY

LIMITATIONS OF THE STUDY

OBJECTIVES OF THE STUDY

CHAIRMANS FOREWORD

QUALITY OF WORK LIFE ANALYSIS

FINDINGS AND SUGGESTIONS

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BIBLIOGRAPHY

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INTRODUCTION

The term refers to the favourableness or unfavourable ness of a total job

environment for people. QWL programs are another way in which organisations

recognise their responsibility to develop jobs and working conditions that are

excellent for people as well as for economic health of the organisation. The

elements in a typical QWL program include – open communications, equitable

reward systems, a concern for employee job security and satisfying careers and

participation in decision making. Many early QWL efforts focus on job

enrichment. In addition to improving the work system, QWL programs usually

emphasise development of employee skills, the reduction of occupational stress

and the development of more co-operative labour-management relations.

A Rationale

Forces For Change

Humanised Work Through QWL

Job Enlargement vs. Job Enrichment

Difference between job enrichment and job enlargement

Higher- order

Lower-

order

Job enrichment Job enrichment

and enlargement

Routine job Job enlargement

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Few Many

Applying Job Enrichment

NEED FOR THE STUDY

In this project I want to discuss about the Employee Satisfaction

towards the changes in the organisation, Organisational responsibility towards

the employees and the action taken by management to make the employee satisfied

by the changes brought by them for the continuous growth and development of the

organisation.

The various behavioural changes in the employees are observed based

on the following factors:

Motivation

Job Satisfaction

Rewards Satisfaction and Performance

Control on Work pressure

Money Matters

Non economic – ‘Job Security’

Teamwork and Boss Factor

Involvement and Communication

Health conditions of the employee

Training programmes

Employee Counselling

Environment in which the employee works.

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The policies lay down by the organisation for the employees.

Management Support.

METHODOLOGY

This study was done in “ICICI BANK LIMITED”. The study is entirely

based on the data that has been collected.

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

collected for the sake of the study.

Secondary data is the data that has been collected for some other purpose and

which is now being utilized for this study.

The basic methodology of this approach is the development of

awareness about the relationship between employee and organisation and their

views about each other.

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

the exchange of feedback and to develop awareness of individual behaviour in a

group as well as an opportunity to share the ideas to overcome the work pressure.

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Interacted with 150 employees in ICICI BANK based on the

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

employee welfare schemes, Quality control, Performance Management system,

Team building, Management support, Employee growth, value of employees self

respect and their health, technology used in the organisation.

Completely analysed the policies of the organisation among all the

departments and all levels of hierarchy and observed their security, technology

and infrastructure.

Paid attention to behaviour and feelings, moment by moment with a

view to assess effectiveness in terms of meeting my needs without adversely

affecting any relationships.

SAMPLING:

The time period of study is 60days from 1st December, 2009 to 31stJanuary, 2010.

During this period, Various Human resource policies of the organisation and

selected, and opinion of the 150 employees are taken for the purpose of analysis

of objectives.

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SCOPE OF THE STUDY

The study confirms itself to the Quality of work life in ICICI

BANK LIMITED, Hyderabad. The study therefore excludes the non-financial

areas such as production, marketing, and personal, from its premises.

The study is confined to the interaction with 150 employees to

know about the working conditions and their opinion about the organisation.

PERIOD OF THE STUDY

The study of this project work has been undertaken for a period

of sixty days for the academic year 2009 -2010. The consideration for restricting

the study to this period is that the latest for manageable consideration and

investigation are available for this period.

LIMITATIONS OF THE STUDY

The quality of the performance depends on the employee and

employer relationship. Within less span of time I have tried to completely

analyse the opinion of the employees towards their organisation and employers.

The study covers only the Quality of work life of the company

with the help of secondary data collected from the office. The data collected is

based on the financial statements, which may have certain limitations.

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OBJECTIVES OF THE STUDY

The Objectives of this study is to understand the employees’ opinion

about the various development programmes and policy changes made by the

organisation.

1. To know the opinion of the employee towards the Infrastructure of the

organisation.

2. To know the opinion of the employee towards the Technology of the

organisation.

3. To know the opinion of the employee towards the Security systems of

the organisation.

4. To know the opinion of the employee towards the Allowances and

Employee benefits provided by the organisation.

5. To know the opinion of the employee towards the Various Leave

Policies of the organisation.

6. To know the opinion of the employee towards the hierarchy and their

support for the individual development in the organisation.

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7. To know the opinion of the employee towards the Performance

appraisal System in the organisation.

8. To know the opinion of the employee towards the approach of the

organisation for the value of their health.

9. To know the opinion of the employee towards the approach of the

organisation for the value of their Self respect.

10. To know the opinion of the employee towards the quality control of

the organisation.

11. To know the opinion of the employee towards the approach towards

the Business Continuity management in the organisation.

12. To know the opinion of the employee towards the Team building,

team management and team work in the organisation.

13. To know the opinion of the employee towards organisational

approach towards them and their family, benefits provided to the

employee and various other accidental claims.

14. To know the opinion of the employee towards the travel claims and

transport facilities provided by the organisation.

15. To know the opinion of the employee towards their salary paid for

their service.

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CHAIRMAN’S FOREWORD

The ICICI BANK LIMITED has thrown open the doors to a world of

seamless opportunities. Time and space barriers no longer hold any significance.

Thanks to the pervasiveness of IT and the advent of the Internet, there’s never

been more to learn. Or to utilize, or to provide, Knowledge, and its acquisition, is

at hand.

It is indeed heartening that India has kept pace with the sweeping changes

in the global economy. Throwing open its doors to globalization has meant the

advent of multinational corporate giants. The Indian economy is already gearing

itself, both qualitatively and quantitatively, to put up a fierce competition. Given

our manpower and natural resources base, there is little that can stop us from

emerging winners. At ICICI, we aim to harness this power to bring our clients,

customers and associates closer to the line of satisfaction. without limits, without

restrictions.

Having proved our credentials as quality service/product providers in fields

as varied as assets and liabilities, finance and healthcare, we are all set to make

our mark in the Retail banking too. The successes of our initial forays in this

direction have invested us with the confidence to undertake projects of greater

dimension and magnitude in the near future.

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To know the opinion of the employee towards the Technology of the

organisation:

The ICICI group technology team is headed by Mr. Pravir vohra,

group chief technology officer. The bank technology team is aligned to

meet the evolving business needs of the respective business groups.

The Technology teams are identified as Business Technology

Solution Groups and are broadly classified into eight vertical catering

to the various initiatives of the Business Groups.

These Verticals bring in the cutting edge technology with clear

focus of low cost, scalable, and highly sustainable technology solutions

for the bank.

To know the opinion of the employee towards the Security systems of

the organisation:

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In ICICI, the security team is named as RCU (Risk and Compliance

Unit). RCU deals with the employee security, client security, customer security

and Organisational security.

RISK AND COMPLAINCE:

Complaince Activities:

ISMS (INFORMATION SECURITY MANAGEMENT SYSTEM)

Operational Risk

Sox Activities

Emergency Response Procedure (ERP)

Data Storage Policy

Knowledge Transition (Handover Document)

Physical Security Do’s & Don’t’s:

ID Badge/ Access Card : Always carry and display/Swipe on all controlled

door/in case of loss immediately report.

Print outs: Collect immediately.

Strangers: Guide to security desk.

Passwords Do’s:

Keep passwords secret.

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Change at regular intervals with Strong passwords Minimum 8 characters.

Five S review Process:

Audit to be conducted every month.

Centre co-ordination to necessary check the authenticity of the audit.

OFI’s and scores centre wise and floor wise to be shared with all CM’s,

Channel heads and CSPB head.

Respective floor co-ordination to ensure closure of OFI’s in co-ordination

with centre co-ordination.

Sustenance to be checked and ensured by all floor co-ordinators

To know the opinion of the employee towards the Infrastructure of the

organisation:

The Infrastructure of the ICICI is fully equipped, stylish, spacious and

flexible to work with, as per employees. They maintain hygienic conditions in the

workplace which makes the employee healthy and creates pleasant feel and reduce

the stress due to work assigned. Their hospitality maintain the work place neat

and clean. The systems are arranged in such a way that the workspace look

spacious and easy to monitor the employee so that in case of any problem they get

help immediately. The canteen system in the organisation is maintained with

healthy, neat and hygienic conditions.

To know the opinion of the employee towards the Allowances and

Employee benefits provided by the organisation:

HOUSE RENT ALLOWANCE:

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For the grades Manager – 2 and above the house rent allowance is

part of the supplementary allowance. For the grades Manager – 1 and

below, the location specific house rent allowance is as given below:

CLASS OF

CITY

LOCATION MMI AMII AMI

A Class Mumbai, Delhi 10,000 7,000 5,000

B Class Kolkata, Pune, Hyderabad,

Chennai, Bangalore, Ahmeabad

7,500 5,000 3,500

C Class

Patna, Chandigarh, Rajkot,

Srinagar, Coimbatore, Mysore,

Cochin, Thiruvanantapuram,

Guvalior, Jabalur, Auragabad,

Nasik, Amritsar, Jodhpur,

Vadodara, Surat, Bhopal, Agra,

Allahabad, and other state

capitals and urban towns

5,000 4,000 3,500

D Class Others 3,500 3,000 3,000

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

Officers / Secretary – Rs. 2000/- per month,

Junior officers – Rs. 1800/- per month.

(Irrespective of location of posting)

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NOTE:

The location of posting will be considered for determining the rate of HRA.

In the case of Mumbai and Delhi, if the employee is posted outside the city

limit and residing in the city; the city rate will be applicable.

To avail this facility, the residence proofs needs to be confirmed through

the respective employee relation officers of different business zones.

ADDITIONAL HOUSE RENT ALLOWANCE:

Additional house rent allowance is payable to employees who have

opted for cash out of the old loan scheme. For the grades of Manager – 2

and above, additional house rent allowance is a part of supplementary

allowance.

The grade – wise additional house rent allowance for the grades manager

and / below is given below:

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GRADES AMOUNT PER MONTH

(Rs.)

Manager (Management trainee) 4165

Assistant Manager – 2 3125

Assistant Manager – 1 3125

Senior officer / Senior secretary 3125

Official secretary 2080

CONVERGENCE ALLOWANCE / CAR MAINTANACE:

For the grades Manager – 2 and above, convergence allowance /

reimbursement of petrol and maintenance expenses of company car is a

part of the supplementary allowance.

The grade wise convergence allowances for the grades Manager – 1 and

below is given by:

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GRADES AMOUNT PER MONTH (Rs.)

Manager – 1 5500

Management Trainee 5500

Assistant Manager – 2 4000

Assistant Manager – 1 2500

Senior officer / Senior Secretary 1000

Officer / Secretary 1000

Junior officer 800

The above amounts include tax – free transport allowances of Rs.800/- per

month.

HOW TO CLAIM PETROL REINBURSMENT:

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Employees in the grade of CM – 2 and above have been allotted

company car for official purposes, the car maintenance expenses are to be

claimed online under the E–settlement., petrol reimbursement. The proofs

of expenses need to be produced at the end of the year to salary section. If

the expenses are not supported with adequate and satisfactory proofs the

amount claimed will be taxed.

Those who have not opted for company car will be paid their

convergence allowance through the salary and applicable tax will be

deducted.

CMI and below: The allowances will be paid through salary and will be

taxed.

LUNCH ALLOWENCES:

The lunch allowance of Rs. 1300/- per month will be paid along with

the salary effective from September 1, 2007. Officer trainees, PTOs’ and

contractual employees are not eligible for this benefit. For Manager – 2

and above, this allowance is paid as a part of supplementary allowance.

Reimbursement of domiciliary medical expenses:

ELIGIBILITY: Rs. 1250/- per month as a part of salary. At the end of

the year, declaration of expenses should be sent to pay roll for tax

rebate purposes.

Reimbursement of residential phone bills:

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Employees in the grade of Manager – 2 and above, this

allowance is a part of the supplementary allowances. For employees in the

grade of Manager – 1 is eligible for Rs. 250/- per month, which is paid

along with the salary.

The scheme that is already extended to some employees in the

grades other than the above mentioned grades will continue to get the

benefit till further intimation.

SHIFT ALLOWANCE:

Coverage: Any business groups where employees work in shifts outside day

time working hours should obtain prior approval from the competent

authorities of local state government bodies.

Regular Timings: All work shifts operating between 07:00hrs and 21:00hrs

would be deemed to regular working and would not be covered

under this policy.

EMPLOYEE GETS EMPLOYEE SCHEME:

This scheme is applicable only to the employees of ICICI bank and

HFC. Vacancies in the above mentioned groups will be advertised

under this scheme.

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All permanent employees of ICICI Bank Ltd. (Including the

employees on probation) can refer a candidate. However, HRMG

employees, and employees in grades AGM and above will not be

admitted to participate in the scheme.

The referred candidate should not be a relation of the referee, viz.

(spouse, brother, sister etc.)

In the event bank recruits the referred employee, the employee who

referred the candidate will be eligible for one time monetary reward.

This amount will be paid to the employee along with the salary 3

months after the candidate joins the bank. The detailed amounts are

mentioned below.

All rewards paid under the scheme will be subject to income tax

rules as applicable.

The employee who has referred the candidate should be on roll of

ICICI bank at the time when he / she are eligible to get EGES

reward.

EGES would be valid for applications with more than 1 year

experience.

An employee has to claim EGES reward with in 6 months from

referred candidate date of joining.

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An employee who refers a candidate cannot be a part of the

selection process for that candidate. More over \, the employee who

referred the candidate cannot be in direct reporting relationship

with him. In the event such a situation arises, the employee who

referred the candidate should not be a part of the selection process

and will not be eligible for the amount. In case of any dispute, the

decision of the concerned HR Manager will be beneficial and

building.

Vacancies will be displayed on the internet under the ‘employee gets

employee scheme’.

If an employee wants to refer a candidate for a position, he can view

the details of the position and submit the Curriculum Vitae online.

In case any employee wants to refer a candidate and the current

advertised positions do not suit the profile of the candidate, the

resume can be uploaded without selecting any job opening.

Resumes will be accepted only through the online. To be valid under

EGES, the name provided at the time of submission should be

correctly entered in the system. EGES claim will not be processed

for incorrect entries.

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The referred candidate would require to appear for test/interview

depending on Qualification/Work experience as per the normal

recruitment process.

In the event, where the Curriculum vitae received by more than one

source, viz. employee referred/placement agencies, benefit/reward

will be given to the source from which the CV was first received.

The validity of the resume that you post on the site is six months

from the date of posting. CVs will get deleted from EGES site if

recruitment team has not use in 6 months from date of uploading of

CV. Employee may upload the CV again, if relevant.

DETAILS OF REWARD:

Grade in which referred employee got appointed:

The reward money depends on the grade in which the candidate has been

appointed. This reward is given to the employee who referred the candidate. The details

of the amount of money being rewarded depending on the grade in which the candidate

got appointed are as follows:

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GRADE REWARD AMOUNT

Chief Manager – 1/ Chief Manager – 2

Rs. 20,000/-

Manager – 1 / Manager – 2 Rs. 15,000/-

Assistant Manager – 2

Rs. 10,000/-

Assistant Manager – 1

Rs. 5,000/-

CSPB – TR / S1 / S2 Rs. 3,500/-

Working hours and extra time allowance:

The normal working hours of the bank are from 9:15 to 5:15pm from

Monday to Saturday or may be decided by the business manager for each branch

and department. Lunch/beak period is 1:00pm to 1:45pm or 45 minutes as decided

by the branch offices.

The working hours of the corporate offices at Mumbai and zonal offices of

WBG are 9:15am to 5:45pm from Monday to Friday. The public holidays

applicable for these officers will be different from one which is applicable for

retail banking group.

Leaves / salary will be deducted in case when employee comes late as per

the timing specified for each business / department.

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Allowances for working beyond office hours or on holidays:

Working beyond office hours on Sunday / public holidays may be

unavoidable at times and as a responsible employee, one is expected to work late

or work extra whenever required, in such circumstances. The bank will reimburse

certain expenses as mentioned below:

The family pension fund is managed by regional fund commissioner on

cessation of service. The fund accumulated can be transferred or withdrawn after

completing necessary formalities. The pension under:

Gratuity:

Gratuity is payable at the time of cessation of service. Eligibility of

gratuity is as follows:

Less than 5 years of service – nil.

5 to10 years of service – 15 days base salary for each year

services.

More than 10 years – 30 days base salary for each year of

service with a maximum of 20 years.

Super annnuation fund:

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Those who have opted for super annnuation scheme will be members

of this fund. Bank contributes 15% of base pay to this fund every

year. On the occasion of service 1/3rd of corpus will be paid by the

insurance company pension will be paid for life time, 2/3rd to the

beneficiary on the death of member.

Employees have an option to opt out of the fund and super

annnuation allowance through salary every month. This option is

available only in April every year.

On joining all employees will be paid super annnuation

allowance i.e., 15% of basic salary will be paid through salary in

every April. They will have an option to join the super annnuation

scheme, 15% of base salary will be contributed to the fund.

Necessary communication to exercise the option will be sent to

employee.

Nominations:

All employees are required to give names of their nominees to the

above funds correspondingly. Additional charges in the nomination

needs to be submitted in the prescribed form (availably on the forms

under the ICICI universe). The nominations are already submitted is

visible on the intranet under the terminal benefits, details if the

nomination is not given in case of any eventually. The PF / Gratuity/

Superannuation money cannot be paid to the successor.

To know the opinion of the employee towards the Various Leave Policies

of the organisation:

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The leave policy of the organisation is to meet the following:-

a) To meet the diverse life stage needs of employees.

b) To create supportive environment and to enable employees to be more

productive.

c) To make all woff/toff (Weekly off / Training off)

All permanent employees will be entitled for the following leaves as per employee

app leave rules.

1) PRIVILAGE LEAVE (PL)

2) SICK LEAVE (SL)

3) CASUAL LEAVE (CL)

4) MATERITY LEAVE (ML)

5) CHILD CARE LEAVE (CCL)

The above leaves are given to employees based on the availability, requirement

and genuinity of the employee needs.

The employee need to seek the approval from their immediate superior and their

Super Boss to avail leave.

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The following is the description of the various leaves provided with the examples

PRIVILAGE LEAVE (PL):

Across industry most liberal leave policy offers 4 weeks of privilege

leaves wherein intervening holidays and weekly offs will not be

counted while one avails leave.

In the beginning of every financial year, the PL earned for the

previous year are credited to the account of the employees and

displayed online.

To get the leave credit employee has to be in the rolls of the bank on

1st April of the year under consideration.

Maximum 21 days leave will be earned for the 1st year of service

prorated on the number of days worked. From 2nd year onwards

maximum 28days leaves will be earned for each year of service.

Only confirmed employees are eligible for the PL.

Minimum leave to be availed: Every employee who has completed

1year of service as on April 1st is required to use 12days of PL every

year.

PL can be availed 2times in a year, where employees immediate

supervisor will be held accountable.

Age of the Employee Number of leave

days

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<31 30

31-50 60

51&above 180

LEAVE ENCASHMENT RULES :

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1) Leave balance over & above 30days will be available for encashment,

wherein employee has to use 12days leave during the year.

2) Leave balance will be en cashed in the month of the April every year.

3) In case of exit from the service, the available balance will be en cashed

with settlement.

2) SICK LEAVE(SL):

Approval of SL will be based without any reference to the period of service of

employee. All SL application should be approved by the Reporting authority. Any

leave beyond 2 days should be supported by documents.

3) CASUAL LEAVE(CL):

All permanent employees in grade of Management I & below will be eligible for

12 days CL during the financial year on prorate monthly basis. Employee in the

grade of Management II and above can avail only 1CL at a time up to a mean of

12days/year.

4) Maternity Leave (ML):

The female employee who had completed 6 months service is eligible up to 180

days of paid leave.

5) Child care leave(CCL):

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Child care leave will be provided after maternity leave in case the child is born

with complications (certificate from the doctor is mandatory). This leave will be

given up to maximum of 3months. In the period of child care leave, Salary will not

be paid to the employee.

To know the opinion of the employee towards the hierarchy and their

support for the individual development in the organisation:

The hierarchy in ICICI plays a active role in the increase

performance of the individual employee in turn increases the organisations

growth.

At any point of time the management stand behind the employee in

case if any problem to the officer. They also share their expectations and

understanding of the employee so that the communication between both of

them is increased.

Performance analysis is the study of all the factors influencing the

performance of an employee on his job. These factors could have a

facilitating or hindering effect on the performance of the job. They are

accordingly known as facilitating and inhibiting factors.

Performance analysis reduces the subjectivity in the appraisals are

appraiser assesse not only the level of performance achieved by the

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employee but also assess the condition under which the employee has

accomplished what ever he has accomplished.

For example, A phone banking executive might not be reaching his

targets because of his lack of his good communication skills. Here lack of

good communication skills acted as inhibiting factor. Another executive

might be performing exceedingly well because of appreciative superiors

and supportive staff.

Here good superiors and subordinates facilitated his performance.

The superiors should know the nature and extent of effort put in by the

employee.

The superior should know the difficulties faced by the employee.

They should also know the extent to which the employee is aware of his own

strengths and weaknesses in relation to his performance different tasks.

The Superior should then use this understanding and knowledge to

reinforce the strengths of the employee in identifying the capabilities and

targets for discussions, identification of developmental needs and action

plans.

Identification of factors that have helped the employee to reach the

level of performance he achieved in relation to various activities, targets

and various other functions associated with his job. These are called

“Facilitating factors”. Identification of factors that have prevented the

employee from doing better or those that hindered his performance. These

are called “Hindering factors”.

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Identifying developmental needs for better performance on critical

functions associated with present role.

To know the opinion of the employee towards the Performance appraisal

System in the organisation:

Performance Appraisal:

Performance appraisal is the process of evaluating the performance

and qualifications of the employee’s performance of a job in terms of its

requirements.

Performance Analysis:

Performance analysis is an important component of appraisal. Any

ratings to the appraisees should be given only after a through analysis of

performance.

Performance bonus:

All the permanent employees of the bank are eligible to participate in

the (Banks performance) Bonus plan. There is no guarantee performance bonus.

Bonus payout to employees is done as per criteria approved by the board

everywhere.

The performance of the employee is scored based on their goals set at the

beginning of the year and their efforts put forward in order to achieve the said

goals.

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The performance of the employee is reviewed weekly, monthly, and

annually. Based on this performance and the improvement in performance, the

appraisal will be given to the employee.

EMPLOYEE PERFORMANCE REVIEW:

Process Description:

This document aims at providing guidelines for conducting reviews

to operations voice and non voice and support functions across locations at the

customer service phone banking group.

Reviews need to be of 3 types:

Weekly Review:

Meeting with channel heads/functional heads.

Meeting to be conducted via a concall.

Performance of skills and functions to be shared.

Areas of concerns to be highlighted.

Suggestions to be asked to address the concerns.

Best practices to be shared.

MIS’s to be maintained.

Type 1:

Review : CSB Head

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Frequency: Monthly.

Attendees: CSPB Centre head, Channel Heads.

Duration : 1 hour

Agenda:

Review of last months performance of the team.

Hits and misses.

Tips or Suggestions on improvement.

Action plan for the following month.

Type 2:

Review : Channel Head

Frequency: Monthly.

Attendees: Channel manager, TM’s and TL’s.

Duration : 1 hour

Agenda:

Review of last months performance of the team.

Hits and misses.

Tips or Suggestions on improvement.

Action plan for the following month.

Design a road map on acting upon the action plan.

Best practices of the weekly meet to be percolated to the team

Process Description:

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Ensure following of standard process in practicing the performance review

process and implementing the same.

To Ensure the process on performance review and correction action is

standardized and documented.

To ensure the accuracy and the timeliness of the same is measured.

Performance Review and Corrective Action:

Following are the steps for the overall process of performance

Identification of need for performance review

The following may be the trigger points :

External Factors:

Meeting the SLAS

Reduction in Customer satisfaction scores

Internal Factors:

Team performance

Individual performance

Internal Audit Scores

Review:

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This refers to the process of review by the process owner. This step will

determine the efficiency of performance review.

The review may be done by the following steps:

Data collation on all the goals in the balance score card.

Performance compensation on the individual metrices against targets.

Performance compensation against the peer performance.

Each PBO to be ranked on the individual metrices.

Depending on the ranking the bottom 10% of the PBOs to be recommended

back to basics.

Abbreviations:

Respective skills initials:

Channel head – CH

Business Development Head – BOH

Channel manager – CM

Business Development Manager – BOM

Team manager – TM, Team Leader – TL

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Level 3 Review:

Assessment to be conducted every quarterly by spoc’s

Opportunities for Improvements (OFI’s) and strengths to be shared with all

CM’s by Spoc’s.

Action points to be discussed with the CM’s by Spocs.

Process walks to be conducted during assessment.

Business solving projects to be identified by each skills from time to time.

Project leader and team members to be appointed by each skill to work on

the project.

The Project Champion would be the business manager of that particular

skill.

The results of the performance will decide Performance appraisal of

the employee at the end of the year. Every year in March the Annual

performance of the employees is rated based on the set matrices and later the

organisational structure changes due to change in the officer levels due to

promotions.

To know the opinion of the employee towards the approach of the

organisation for the value of their health:

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ICICI has taken a Mediclaim family floater policy with ICICI

Lombard General Insurance Co. Ltd (ILGI) where in employee and his/her

dependents are covered under this policy. The persons entitled for the coverage

are spouse, dependent employee parents & Children.

Parents are covered up to the age of 80years and children are

covered up to the age of 24years.

If the parents, Spouse or children are employed and are getting

hospitalisation benefit from their employers then they are not

entitled for coverage under our policy.

For hospitalisation claim to be eligible a minimum of 24hours stay is

required with the exception of Cataract, Dialysis, Chemotherapy,

and angiography.

Each employee can cover a maximum of 6 persons including self

under the above policy.

The employee and his dependents are covered for a sum of Rs. 4lac

per annum.

DOMICILLARY BENEFIT:

Each employee is entitled to a sum of Rs.1250/- per month towards

domiciliary expenses for family.

The amount will be paid every month through salary.

Every year before march 10, the employee has to give a declaration

on the amount incurred on Domiciliary Medical Expenses along

with the other proof of investments to salary section.

The relevant bills are to be kept with the employee.

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To know the opinion of the employee towards the quality control of the

organisation:

The performance of the employees is constantly monitored by the TL

and TM directly and indirectly by the CM and CH in the basic job roles of the

employee.

Where as the quality in the work life is monitored by TL and the Spocs

in the individual teams.

To maintain the quality in the work ICICI believes that there should be

a good relation between the employee with the boss or co employees.

ICICI believes in team work and the quality is maintained by the officer

the same is monitored by their bosses, other departments in the systems.

Everything in ICICI is well set, with accuracy such that there is no chance

of dispute later.

To know the opinion of the employee towards the Team building, team

management and team work in the organisation:

A Fundamental belief in Organisation Development is that work teams are

the building blocks of an organisation. A second belief is that teams must manage

their culture, processed, systems and relationships if they are to be effective.

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Teams are important for a number of reasons.

Individual behaviour is routed in the - cultural norms and values of

the work team.

Many tasks are so complex they cannot be performed by individuals.

Terms create synergy.

Teams satisfy people’s needs for social interaction, status,

recognition and respect – teams nurture human nature.

Lets us discuss the potential of teams and team work and explore

ways to realise that potential.

A number of organisation development interventions are specifically

designed to improve team performance.

Example: Team building, inter-group team building, process

consultation, quality circles, parallel learning structures, sociotechnical systems

programs.

Grid Organisation development and techniques such as role

analysis technique, role negotiation technique and responsibility charting.

These interventions apply to formal work teams as well as start-up

teams, cross-functional teams, temporary teams, and the like.

Team-building activities are now a way of life for many

organizations. Teams periodically hold team-building meetings, people are

trained in – group dynamics and group problem-solving skills, and individuals are

trained as group leaders and group facilitators.

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Organizations using autonomous work groups or self-directed teams

devote considerable time and effort to ensure that team members possess the

skills to be effective in groups. The net effect is that teams perform at increasingly

higher levels, that they achieve synergy, and that teamwork becomes more

satisfying for team members.

Investors are discovering why some teams are successful while others

are not. Larson and Lafasto found eight characteristics that are always present in

successful teams:

A clear, elevating goal;

A results-driven structure;

Competent team members;

Unified commitment;

A collaborative climate;

Standards of excellence;

External support and recognition; and

Principled leadership

All these characteristics are required for superior team performance;

when any one feature is lost, team performance declines. High – Performance

teams regulate the behaviour of team members, help each other, find innovative

ways around barriers, and set ever-higher goals. It is also discovered that the

most frequent cause of team failure was letting personal or political agendas take

precedence over the clear and elevating team goal.

A group of individuals becomes a team only when committed to

achieving high-performance goals. Without demanding performance goals, groups

never jell into teams. Therefore, they write, “Organisational leaders can foster

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team performance best by building a strong performance ethic, rather than by

establishing a team-promoting environment alone.”

A Key characteristic of high-performance teams is Discipline. “Groups

become teams through disciplined action. They shape a common purpose, agree

on performance goals, define a common working approach, develop high levels of

complimentary skills, and hold themselves mutually accountable for results.

And, as with any effective discipline, they never stop doing any of these

things.” It’s hardwork for groups to become teams, but hard work is required to

create high - performance organizations.

It is believed that teams will become even more important in the future.

In fact, most models of the ‘organisation of future’ that we hear about –

‘networked’, ‘clustered’, ‘non-hierarchical’, ‘horizontal’, and so forth – are

premised on teams surpassing individuals as the primary performance unit.

Tom Peters asserts in Liberation Management that cross-functional,

autonomous, empowered teams are what the best organisations are using right

now to outdistance the competition.

Small project teams have the ability to produce high quality, superior

customer service, flexible response, and continuous learning. High responsibility,

clear objectives, and high accountability drive these project teams to outperform

traditional organisation structures on every measurable dimension.

Projects are the work of the future; teams will perform projects.

Interestingly, normal hierarchical considerations become obsolete for these

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project teams – you could be the boss of one team, and report to one of your

subordinates on another team.

Teams have always been an important foundation of OD, but there is a

growing awareness of the teams’ unique ability to create synergy, respond quickly

and flexibility to problems, find new ways to get the job done, and satisfy social

needs in the workplace.

To know the opinion of the employee towards organisational approach

towards them and their family , benefits provided to the employee and

various other accidental claims:

EMPLOYEES CHILDREN SCHOLARSHIP SCHEME:

The scholarship scheme is envisaged to help employees to meet the educational

requirements of their children who are exceptionally outstanding in their studies.

The following are the eligibility criteria for employees to avail this

facility for their children.

Minimum number of years service: 3 years and

Minimum performance rating: 4

Eligibility courses:

IN INDIA: Graduate and postgraduate programmes in professional

fields such as medicine, engineering, law, architecture etc.

OVERSEAS: Postgraduate or professional programmes such as

management, medicine, engineering, law, architecture etc.

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In awarding the scholarship the following criteria will be used:

The student should have an outstanding academic performance and

scored 80% marks (overall) at HSC level for graduate programmes and

60% at graduate level for post-graduation programmes.

Admission sought/secured in well-known universities and educational

institutes.

Students can avail this benefit only for one course. ( In case the benefit

is availed for one course, the student will not be eligible for the benefit

for any other course in future )

The benefit will not be available in the cases where the child is currently

employed or had been employed in the past.

Funding criteria:

Scholarship will cover current and subsequent years only.

Scholarship will be available for the prescribed duration of the course

with a maximum of 5 years.

Scholarship amount within India per year would be not exceeded 2/3rd

of expenses or Rs. 1.5 lack/year which ever is lower.

Scholarship amount outside India will not exceed 50% of the expenses

or Rs. 5 lack/year whichever is lower.

The following expenses are covered under scheme.

1. Tuition fee

2. Admission fee

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3. Text books relevant to the course.

Procedure of payment:

Payment will be based on the production of the actual receipts/bills. The

payment will be credited to the students’ ICICI bank account.

Continuation of scholarship:

The students must successfully clear each annual/ semester examination

securing at least 60% of marks for continuation of the scholarship. Proof of

passing certificate with % of marks is to be submitted while applying for the

benefit of the next year / semester.

How to claim:

The eligible students can apply for the benefit. The application form is

available under e-forms on the internet.

The copy of the mark sheet, original fee receipt and other supporting

documents are required, to be send to HMRG, ICICI Bank Ltd., 6th floor- Trans

Trade Centre, Near Floral Deck Plaza, MIDC, SEEPZ, Andheri ( East ), Mumbai

– 400093. The eligible scholarship will be credited to the bank account of the

student after deducting applicable tax.

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Employee stock option scheme:

ESOS is granted to employees as per criteria approved by the board everywhere.

To know the opinion of the employee towards the travel claims and

transport facilities provided by the organisation:

LEAVE TRAVEL ALLOWANCES:

For the grade Manager – 2 and above, leave travel allowance (LTA)

is a part of supplementary allowance. The grade wise eligibility for the

grades Manager – 1 and below is given below:

GRADE ANNUAL ELIGIBILITY

Manager – 1 / M-1 Rs. 24,000

Assistant manager – 1 and 2 Rs.24,000

Senior officer / Senior secretary / S3 / S4 Rs. 20,000

Officer / Secretary / S1 and S2 / Junior officer Rs.12,000

Clerks Rs. 12,000

Assistants Rs. 12,000

Service staff – 1 and 2 Rs. 9,600

Junior service staff Rs. 8,000

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Officer trainees / Trainees / PTO Not eligible for this benefit

The LTA is paid monthly through salary.

How to claim tax rebate:

For claiming tax rebate on LTA, the employee has to declare the

amount incurred on his / her travel in the ‘Investment’ site under the human

resources of ICICI bank universe (applicable to all grades).

The original train / air tickets have to be submitted at the end of the

year to the salary section along with the other investment proofs declared

for the year.

Road travel has to be compulsorily supported by toll tax receipts and

other supporting documents.

Expenses towards travel abroad will not be considered for tax

rebate as per the IT rules. Tax rebate as per It rules can be provided only

twice in a block of 4 years and the current block is 2006 – 2009.

Minimum 2 days leave should be availed for availing tax rebate.

To know the opinion of the employee towards their salary paid for

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their services:

SALARY AND ALLOWANCES:

Basic ay and supplementary allowances are two components of

salary and allowances. The proof of expenses for car maintenance for those

who have taken the company car under the schedule and expenses on travel

tickets for leave travel allowances need to be submitted at the end of the

year.

For claiming tax rebate the option to choose the payment will be

available once in the year, unless and until there is a change in the

supplementary allowances. Lunch expenses reimbursement is a part of the

supplementary allowance and no other claim for reimbursement will be

allowed.

On transfer to new locations, the supplementary allowance will be

readjusted.

MANAGER – 1 AND BELOW:

The salary and allowances includes basic salary, location specific

house rent allowance, convergence allowance, transport allowances,

medical allowances, additional HRA. If opted for a loan encashment and

leave travel allowances, lunch expenses reimbursement then payable along

with salary.

To know the opinion of the employee towards the approach of the

organisation for the value of their Self respect:

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ICICI has the complete control in the employee- employee relation ship. In

case of any adverse conditions where the self respect of the employee is getting

impacted, ICICI will never take a way back to take the disciplinary action on the

other employee who held responsible for the situation with proper investigation.

Thus creating the faith and trust on the organisation and feel comfortable to work

with.

To know the opinion of the employee towards the approach towards the

Business Continuity management in the organisation:

ICICI stands first in case of analysis of market condition and in

guessing the problem and finding the solution immediately before the problem

exists.

The competency level of ICICI play a major role in planning or decision

making in case of any adverse situation.

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QUALITY OF WORK LIFE

1. Data of the employee opinion on various leaves provided and their

rules:

The total employees whose opinion is considered for the study are 150.

Number of female employees: 75

Number of male employees: 75

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INTERPRETATION:

All the employees in the study gave the information that they are

satisfied with the number of leaves which they are eligible for.

Employees are partially satisfied with the way they need to approach

to avail the leave.

The leave will be give to the employees based on the availability of

manpower and the same is segregated based on department > unit >

Team > and within the team.

Employee who want to avail leave need to inform the immediate

supervisor prior 15 days.

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The Immediate Superior (Team Leader) will check with the rest of

the availability in the team and then forward the same to his boss

(Team Manager).

The Team manager will check with the availability in the in complete

unit and then forward the details to the roistering team for getting

the same properly planned for the manpower management.

The roistering team has in turn designed the Leaves in such a way

that the Unit manager/ Team manager will have certain power to

approve the leaves under his level.

If the Team manger level is crossed for the leave approval and there

is any necessary and sudden medical requirements for employee

then the same will be checked and get approved by the Roistering

team.

Roistering team is the team which will plan the weekly off / Training

off, Breaks and Shift timings, Monitor the Leaves.

2. Data of the employee opinion on the technology used :

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Percentage of acceptance of ICICI Technology across market

2006 - 2007

2007 - 2008

2008 - 2009

2009 - 2010

INTERPRETATION:

The employees of ICICI are satisfied with the technology used by the bank.

Technology acts as one of the component which enhances the customer

relationship.

3. Data of the employee opinion on Infrastructure :

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INTERRETATION:

The environment or infrastructure in ICICI is pleasant, spacious,

stylish and hygienic.

4. Data of the employee opinion on team building :

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0

2

4

6

8

10

12

14

16

Team Leader TeamManager

Channelmanager

ChannelHead

Designation

Nu

mb

er o

f E

mp

loye

es A

ssig

ned

Series1

INTERPRETATION:

Every team is headed by a Team Leader and Every team will have 15

junior/senior officers.

Every Team leader will again report to a Team manager. Team manager

will have 8 Team Leaders reporting to him.

Every Team manager in turn reports to Channel manager.

Channel manager will report to Channel head.

The above mentioned team structure comprises of junior and

middle management.

This Team Structure is to concentrate on each and every employee

and make the employee comfortable to work in the organisation.

Even the personal and professional problems of the employee can

be solved and make the performance met the organisational

standards.

5. Data of the employee opinion on employee benefits, allowances,

health care policies provided :

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88

90

92

94

96

98

100

NUMBER OF EMPLOYEES SATISFIED

insurance tofamily

PerformanceBonus

BENEFITS

BENEFITS VS EMPLOYEE

Series1

INTERPRETATION:

ICICI gives several benefits to the employee like allowances,

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

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FINDINGS

The infrastructure is found healthy and hygienic and many of the

employees are satisfied with the present environment to work with.

There is a positive attitude towards ICICI and the company is also in

the leading position in the banking sector.

The technology opted by ICICI is a benchmark and some other

financial institutions also follow this.

ICICI has the highest E-Learning library which helps in grooming the

employees for higher levels.

The employees are not satisfied with the procedure of availing the

leave

The employees are satisfied with the number and types of leaves

provided to them.

The Quality control systems of the organisation helps the employee

to avoid the mistakes and improve their performances

Employees in ICICI are always supported by the hierarchy in their

personal and professional life.

The Security systems are user friendly and risk free in ICICI.

The travel claims and transport facilities provided by ICICI are easy

to avail and secured enough to travel with.

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The Travel benefits and discounts given by ICICI are World wide and

can be utilised under the employee scheme.

SUGGESTIONS

Creation of feasibility in the process of utilisation of the leaves provided to the

employee.

To improve the relation between the senior management of the company and

the first level employees.

Should concentrate more on the six sigma process feedbacks to improve the

relation between subordinate and boss in turn achieve the organisational

goals.

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BIBLIOGRAPHY

INTERNET

www.google.com

www.ask.com

BOOKS

Human Resource and Personnel Management – William Wrether

ICFAI University Press – HRM Review

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