A PROJECT REPORT

On
Management Information System
Of ICICI BANK
Academic Session 2013-16

LINGAYAS UNIVERSITY
(FARIDABAD)

SUBMITTED TO:

SUBMITTED BY:

ISHA SHARMA

ANISH KUMAR
NARENDER SINGH
ROHIT NAIR

CERTIFICATE

I have the pleasure in certifying that Mr. ANISH KUMAR is a bonafide student of
BBA 5th Semester of the Lingayas university , Faridabad under Class ID
No.13BBA010
He has completed his MIS Project work entitled under my guidance.
I certify that this is his original effort and has not been copied from any other
source. This project has also not been submitted in any other university for the
purpose of award of any degree.
This project fulfills the requirement of the curriculum prescribed by Lingayas
University, Faridabad for the said course.

MRS.NEHA KALRA
(HEAD OF THE DEPARTMENT)
BBA
LINGAYAS UNIVERSITY
(FARIDABAD)

MS. ISHA SHARMA

(PROJECT GUIDE )
BBA
DATE:24.11.2015

DECLARATION

I hereby declare that the project work entitled MIS LAB FILE. submitted to the Lingayas
University, Faridabad, India, is a record of an original work done by me under the guidance of
Ms ISHA , (Assistant Professor, BBA), and this project work has not performed the basis for the
award of any Degree to the best of my knowledge.

ANISH KUMAR SINGH

13BBA010

[SIGNATURE OF STUDENT]

ACKNOWLEDGEMENT

At the first instance I owe my gratitude and express my hearty and sincere thanks
to Mrs. Isha sharma for giving me an opportunity to make project on ICICI Bank.

I owe my thanks to my faculty advisors and all other lecturers of BBA Department
for parting their valuable guidance in completing this project successfully. I
consider myself very fortunate to be able receive a practical exposure in the field
of MIS in this reputed organization.

I also thank all the other staffs of all the departments of the company for extending
their kind and whole-hearted co-operation and assistance .

INTRODUCTION
Concept of MIS
Definition:The Management Information System (MIS) is a concept of the last decade or
two. It has been understood and described in a number ways. It is also known as
the Information System, the Information and Decision System, the Computerbased information System.
The MIS has more than one definition, some of which are give below.
1. The MIS is defined as a system which provides information support for decision
Making in the organization.
2. The MIS is defined as an integrated system of man and machine for providing
the information to support the operations, the management and the decision
making function in the organization.
3.The MIS is defined as a system based on the database of the organization
evolved for the purpose of providing information to the people in the organization.
4. The MIS is defined as a Computer, based Information System.
Management information system can thus be analyzed as-:
Management
Management covers the planning, control, and administration of the operations of a
concern. The top management handles planning; the middle management
concentrates on controlling; and the lower management is concerned with actual
administration.
Information:Information, in MIS, means the processed data that helps the management in
planning, controlling and operations. Data means all the facts arising out of the
operations of the concern. Data is processed i.e. recorded, summarized, compared
and finally presented to the management in the form of MIS report.

System:Data is processed into information with the help of a system. A system is made up
of inputs, processing, output and feedback or control.
Thus MIS means a system for processing data in order to give proper information
to the management for performing its functions

Objectives of MIS
Goals of an MIS are to implement the organizational structure and dynamics of the
enterprise for the purpose of managing the organization in a better way and
capturing the potential of the information system for competitive advantage
Following are the basic objectives of an MIS:
1.Capturing Data: capturing contextual data, or operational information that will
contribute in decision making from various internal and external sources of
organization.
2. Processing Data: the captured data is processed into information needed for
planning, organizing, coordinating, directing and controlling functionalities at
strategic, tactical and operational level. Processing data means:
o making calculations with the data
o sorting data
o classifying data and
o summarizing data
3. Information Storage: information or processed data need to be stored for future
use.
4. Information Retrieval: the system should be able to retrieve this information
from the storage as and when required by various users

Characteristics of MIS
Following are the characteristics of an MIS:
1. It should be based on a long-term planning.
2 .It should provide a holistic view of the dynamics and structure of the
organization.
3. It should work as a complete and comprehensive system covering all
interconnecting sub-systems within the organization.
4. It should be planned in a top-down way, as the decision makers or the
management should actively take part and provide clear direction at the
development stage of the MIS.
5. It should be based on need of strategic, operational and tactical information of
managers of an organization.
6 .It should also take care of exceptional situations by reporting such situations.
7. It should be able to make forecasts and estimates, and generate advanced
information, thus providing a competitive advantage. Decision makers can take
actions on the basis of such predictions.
8. It should create linkage between all sub-systems within the organization, so that
the decision makers can take the right decision based on integrated view.
9. It should allow easy flow of information through various sub-systems, thus
avoiding redundancy and duplicity of data. It should simplify the operations with
as much practicability as possible.
10.Although the MIS is an integrated, complete system, it should be made in such
a flexible way that it could be easily split into smaller sub-systems as and when
required.
11. A central database is the backbone of a well-built MIS.

Function of MIS: Capturing Data: capturing contextual data, or operational information that will
contribute in decision making from various internal and external sources of
organization

Processing Data: The captured data is processed into information needed

for planning, organizing, coordinating, directing and controlling functionalities
at strategic, tactical and operational level. Processing data means:
o making calculations with the data
o sorting data
o classifying data and
o summarizing data

Information Storage: Information or processed data need to be stored for

future use.

Information Retrieval: The system should be able to retrieve this

information from the storage as and when required by various users.

Information Propagation: Information or the finished product of the MIS

should be circulated to its users periodically using the organizational network.

Application of MIS
1 Personnel management
2. Production management
3. Financial management
4. Material management
5. Marketing management

1. Personal Management.
It has a primary function of providing suitable manpower in number and
certain ability, skill and knowledge, as the business organizations demands
from time to time.
Its goal is to control personnel cost through continuous increase in
manpower productivity by resorting the following techniques:
- HRD through training and upgrading the skills.
- Motivation through leadership and job enrichment.
- Structuring the organization

2. Production Management (PM)

The Objective of PM function is, to provide manufacturing services to the
organization.
1. This involves the manufacture of products of a certain specified quality
and within certain costs in a stipulated time fulfilling the promises given to
the customer.
2.The PM function is supported by other functions, viz. Production
Planning and Control, Industrial Engineering, Maintenance and Quality
Control.

3. FINANCIAL MANAGEMENT
Its function has a primary objective of meeting the financial needs of the
business, from time to time, by the way of providing working capital and
long-term capital to run the business with the goal of containing the cost of
the capital at minimum.
Declaration of audit financial results, submit all reports and returns to the
Government and Tax authorities.

4. Marketing Management
It deals with satisfying the consumer. The scope of function starts from
identifying the need of customer, evolving product concept, designing the
product, positioning the product in market and selling in the appropriate price.
ActivitiesMarket research
Consumer survey
Advertising
Sales promotion campaign
Stocking of products

5. Materials Management
To provide material for production, maintenance and services at economical
prices, in an appropriate quantity and quality with easy stock outs and with no
extra cost of carrying the inventory.
The scope of materials management function is procurement, stocking
control of inventory.

MIS and the Users

Every person in the organization is a user of the MIS. The people in the
organization operate at all levels in the hierarchy. A typical user is a clerk, an
assistant, an officer, an executive or a manager. Each of them has a specific task
and a role to play in the management of business. The MIS caters to the needs of
all persons.
The main task of a clerk is to search the data, make a statement and submit it to the
Higher level. A clerk can use the MIS for a quick search and reporting the same to
higher level. An assistant has the task of collecting and organizing the data, and
Conducting a rudimentary analysis of integrating the data from different and
disciplines to analyze it and make a critical comment if anything adverse is found.
The MIS offers the methods and facilities to integrate the data and report the same
in a proper format. An executive plays the role of a decision maker. He is in of
responsibility and accountability a position of a planner and a decision maker. He
is responsible for achieving the target and goals of the organization. The MIS
provides facilities to analyze the data and offers the decision support systems to
perform the task of execution. The MIS provides an action . oriented information.
The manager has a position of responsibility and accountability for the business
results. His management role expands beyond his management function. He is a
strategist and a long-term planner. He is a person with a foresight, an analytical
ability and is expected to use these abilities in the functions of top management.
MIS provides information in a structured or unstructured format for him to react.
The MIS caters to his constant changing needs of information. The user of the MIS
is expected to be a rational person and the design of the MIS is based on this
assumption.
However, in reality the impact created on individuals by MIS is difficult to explain.
The nature of the impact in a few cases is negative. However, this negative impact
can be handled with proper training and counseling.

Fundamental Types of Information System

Transaction Processing System (TPS)
Management Information Systems (MIS)
Decision Support Systems (DSS)
Office Automation Systems (OAS)
Executive Support Systems (ESS

1. Transaction Processing System

Transaction Processing System is a type of information processing system,
software and hardware combination, which supports Transaction processing.
Transaction processing is a type of computer processing in which each individual
indivisible task, called a transaction, is worked upon and executed as and when it
comes. The response to requests is immediate. In contrast to this is batch
processing in which a batch of requests are stored and then executed all at once. A
transaction Processing System is also used to collect, store, retrieve and modify
transactions executed by an organization.
Transaction processing systems are helpful in three areas:
System runtime functions - An execution environment with high
response time, reliability of execution and security of data
System administration functions - Administrative support required for
managing transactions

2. Management Information System

The Management Information System (MIS) is a concept of the last decade
or two. It has been understood and described in a number ways. It is also
known as the Information System, the Information and Decision System, the
Computer- based information System.
The MIS has more than one definition, some of which are give below.

1. The MIS is defined as a system which provides information support for

decision
Making in the organization.
2. The MIS is defined as an integrated system of man and machine for
providing the information to support the operations, the management and the
decision making function in the organization.
3.The MIS is defined as a system based on the database of the organization
evolved for the purpose of providing information to the people in the
organization.
4. The MIS is defined as a Computer, based Information System.
Management information system can thus be analyzed as-:
Management:Management covers the planning, control, and administration of the operations
of a concern. The top management handles planning; the middle management
concentrates on controlling; and the lower management is concerned with
actual administration.
Information:Information, in MIS, means the processed data that helps the management in
planning, controlling and operations. Data means all the facts arising out of the
operations of the concern. Data is processed i.e. recorded, summarized,
compared and finally presented to the management in the form of MIS report.
System:Data is processed into information with the help of a system. A system is made
up of inputs, processing, output and feedback or control.
Thus MIS means a system for processing data in order to give proper
information to the management for performing its functions

3. Decision Support System

Decision Support Systems (DSS) are a specific class of computerized
information system that supports business and organizational decision-making
activities. A properly designed Decision Support System is an interactive
software-based system intended to help decision makers compile useful
information from raw data, documents, personal knowledge, and/or business
models to identify and solve problems and make decisions.
Typical information that a decision support application might gather and present
would be:

Accessing all of your current information assets, including

legacy and relational data sources, cubes, data warehouses, and data
marts
Comparative sales figures between one week and the next

Projected revenue figures based on new product sales

assumptions

The consequences of different decision alternatives, given past

experience in a context that is described

5. Office Automation System

Office automation system refers to the use of equipments and processes to
facilitate efficient and effective communication within an organization. The
modern technologies applied in business operation are geared towards
improving productivity by eliminating redundancies. Automation systems
ensure that the required processes run smoothly and are replicated with the
same level of accuracy all the time.
Office automation refers to the type of computer machinery and software
used to digitally create, collect, store, manipulate, and relay office
information needed for accomplishing basic tasks and goals. Raw data
storage, electronic transfer, and the management of electronic business
information comprise the basic activities of an office automation system.

6. Executive Support System

Executive Support System (ESS) is a software reporting tool that provides
the executive level officers the critical organizations data in a useful
concise format so that the executives make quick decisions.
ESS mainly deals with data related to key departments like billing,
accounting, scheduling, staffing etc. In addition to providing quick access to
the data, ESS also acts as an analysis tool and provides good understanding
of the various possible outcomes depending upon the changes in input data.
ESS thus saves valuable time of the executives in digging the huge pile of
information to identify the critical data and helps them spend more time on
brainstorming and decision making by providing only the required data.
ESS can be used to view and analyze both the present data and predicted
future data.
ESS can be customized to suite the user requirements and its functioning is
solely dependent on the skills of the developer.
Some of the advantages of ESS are:
1.

Improved personal efficiency

2.

Increased organizational control

3.

Competitive advantage over competitors

4.

Automation of the managerial processes.

Concept of Information
Definition-:
Information is stimuli that have meaning in some context for its receiver. When
information is entered into and stored in a computer, it is generally referred to
as data After processing (such as formatting and printing), output data can again
be perceived as information.

Types of Information
Strategic Information-:
Strategic information is required by the manager at the strategic levels
of management for the formulation of organizational strategies. This
relates to long term planning policies of the organization as a whole.

Tactical Information-:
Information in this category is used in short term planning and is of
use at management control level.
Operational Information-:
Operation information applies to short period which may vary from an
hour to a few day.

Concept of System
Definition-:
A system is a collection of elements or components that are organized for a
common purpose.
A computer system consists of hardware components that have been carefully
chosen so that they work well together and software components or programs
that run in the computer.
Kind of Systems

Abstract and physical systems

An abstract or conceptual system is an orderly arrangement of interdependent ideas
or constructs, which may or may not have any counterpart in the real world.

On the other hand, physical systems are generally concrete operational

systems made up of people, materials, machines, energy and other physical things;
Physical systems are more than conceptual constructs.

Deterministic and Probabilistic Systems

A deterministic system is one in which the occurrence of all events is known with
certainty. A probabilistic system is one in which the occurrence of events cannot be
perfectly predicted. Though the behavior of such a system can be described in
terms of probability, a certain degree of error is always attached to the prediction of
the behavior of the system.

Open and Closed Systems

An open system is one that interacts with its environment and thus
exchanges information, material, or energy with the environment, including
random and undefined inputs. Open systems are adaptive in nature, as they tend to
react with the environment in such a way, so as to favor their continued existence.
Such systems are self organizing, in the sense that they change their organisation
in response to changing conditions.
A closed system is one, which does not interact with its environment. Such systems
in business world, are rare, but relatively closed systems are common. Thus, the
systems that are relatively isolated from the environment but not completely
closed, are termed closed system.

User Machine Systems

Most of the physical systems are user-machine (or human machines) systems It is
difficult to think of a system composed only of people who do not utilize
equipment of some kind to achieve their goals. In user-machine systems, both, i.e.
human as well as machine perform some activities in the accomplishment of a goal
(e.g. decision-making). The machine elements (may be computer hardware and

software) are relatively closed and deterministic, whereas the human elements of
the system are open and probabilistic.

System Development Life Cycle

Definition-:
The systems development life cycle (SDLC) is a conceptual model used in project
management that describes the stages involved in an information system
development project, from an initial feasibility study through maintenance of the
completed application

Stages in SDLC
Different Stages in SDLC
1. Planning and Requirement Analysis: Requirement analysis is the most
important and fundamental stage in SDLC. It is performed by the senior members
of the team with inputs from the customer, the sales department, market surveys
and domain experts in the industry. This information is then used to plan the basic
project approach and to conduct product feasibility study in the economical,
operational, and technical areas.
2. Defining Requirements: Once the requirement analysis is done the next step is
to clearly define and document the product requirements and get them approved
from the customer or the market analysts. This is done through SRS Software
Requirement Specification document which consists of all the product
requirements to be designed and developed during the project life cycle.
3. Designing the product architecture: SRS is the reference for product architects
to come out with the best architecture for the product to be developed. Based on
the requirements specified in SRS, usually more than one design approach for the
product architecture is proposed and documented in a DDS - Design Document
Specification. This DDS is reviewed by all the important stakeholders and based
on various parameters as risk assessment, product robustness, design modularity ,
budget and time constraints , the best design approach is selected for the product.

4. Building or Developing the Product: In this stage of SDLC the actual

development starts and the product is built. The programming code is generated as
per DDS during this stage. If the design is performed in a detailed and organized
manner, code generation can be accomplished without much hassle.
5. Testing the Product : This stage is usually a subset of all the stages as in the
modern SDLC models, the testing activities are mostly involved in all the stages
of SDLC. However this stage refers to the testing only stage of the product where
products defects are reported, tracked, fixed and retested, until the product reaches
the quality standards defined in the SRS.
6. Deployment in the Market and Maintenance: Once the product is tested and
ready to be deployed it is released formally in the appropriate market. Sometime
product deployment happens in stages as per the organizations business strategy.
The product may first be released in a limited segment and tested in the real
business environment (UAT- User acceptance testing).
Then based on the feedback, the product may be released as it is or with suggested
enhancements in the targeting market segment. After the product is released in the
market, its maintenance is done for the existing customer base.

Approaches and Models of SDLC

There are various software development life cycle models defined and designed
which are followed during software development process. These models are also
referred as "Software Development Process Models". Each process model follows
a Series of steps unique to its type, in order to ensure success in process of
software development.
Following are the most important and popular SDLC models followed in the
industry:
1. Waterfall Model
2. Iterative Model
3. Spiral Model
4. V-Model
5. Big Bang Model

1. Waterfall Model-:
Waterfall approach was first SDLC Model to be used widely in Software
Engineering to ensure success of the project. In "The Waterfall" approach,
the whole process of software development is divided into separate phases.
In Waterfall model, typically, the outcome of one phase acts as the input for
the next phase sequentially.
Following is a diagrammatic representation of different phases of waterfall
model

The sequential phases in Waterfall model are:

1. Requirement Gathering and analysis All possible requirements of the system
to be developed are captured in this phase and documented in a requirement
specification doc.
2. System Design: The requirement specifications from first phase are studied in
this phase and system design is prepared. System Design helps in specifying
hardware and system requirements and also helps in defining overall system
architecture.
3. Implementation: With inputs from system design, the system is first developed
in small programs called units, which are integrated in the next phase. Each unit is
developed and tested for its functionality which is referred to as Unit Testing.

4. Integration and Testing: All the units developed in the implementation phase
are integrated into a system after testing of each unit. Post integration the entire
system is tested for any faults and failures.
5. Deployment of system: Once the functional and non functional testing is done,
the product is deployed in the customer environment or released into the market.
6. Maintenance: There are some issues which come up in the client environment.
To fix those issues patches are released. Also to enhance the product some better
versions are released. Maintenance is done to deliver these changes in the customer
environment.

Waterfall Model Application

Requirements are very well documented, clear and fixed
1. Product definition is stable
2. Technology is understood and is not dynamic
3. There are no ambiguous requirements
4. Ample resources with required expertise are available to support the product
5. The project is short

2. Iterative Model-:
Iterative process starts with a simple implementation of a subset of the
software requirements and iteratively enhances the evolving versions until the
full system is implemented. At each iteration, design modifications are made
and new functional capabilities are added. The basic idea behind this method
is to develop a system through repeated cycles (iterative) and in smaller
portions at a time (incremental).

Iterative Model Application

Like other SDLC models, Iterative and incremental development has some specific
applications in the software industry. This model is most often used in the
following scenarios:

1. Requirements of the complete system are clearly defined and understood.

2. Major requirements must be defined; however, some functionalities or requested
enhancements may evolve with time.
3. There is a time to the market constraint.
4. A new technology is being used and is being learnt by the development team
while working on the project.
5. Resources with needed skill set are not available and are planned to be used on
contract basis for specific iterations.
6. There are some high risk features and goals which may change in the future.

3. Spiral Model-:
Spiral model is a combination of iterative development process model and
sequential linear development model i.e. waterfall model with very high
emphasis on risk analysis. It allows for incremental releases of the product,
or incremental refinement through each iteration around the spiral.

Spiral Model design

The spiral model has four phases. A software project repeatedly passes through
these phases in iterations called Spirals.
1. Identification
This phase starts with gathering the business requirements in the baseline spiral. In
the subsequent spirals as the product matures, identification of system
requirements, subsystem requirements and unit requirements are all done in this
phase.
This also includes understanding the system requirements by continuous
communication between the customer and the system analyst. At the end of the
spiral the product is deployed in the identified market.

2. Design
Design phase starts with the conceptual design in the baseline spiral and involves
architectural design, logical design of modules, physical product design and final
design in the subsequent spirals.

3. Construct or Build
Construct phase refers to production of the actual software product at every spiral.
In the baseline spiral when the product is just thought of and the design is being
developed a POC (Proof of Concept) is developed in this phase to get customer
feedback.

4. Evaluation and Risk Analysis

Risk Analysis includes identifying, estimating, and monitoring technical feasibility
and management risks, such as schedule slippage and cost overrun. After testing
the build, at the end of first iteration, the customer evaluates the software and
provides feedback.
Based on the customer evaluation, software development process enters into the
next iteration and subsequently follows the linear approach to implement the
feedback suggested by the customer. The process of iterations along the spiral
continues throughout the life of the software.

Spiral Model Application

Spiral Model is very widely used in the software industry as it is in synch with the
natural development process of any product i.e. learning with maturity and also
involves minimum risk for the customer as well as the development firms.
Following are the typical uses of Spiral model:
1. When costs there is a budget constraint and risk evaluation is important
2. For medium to high-risk projects.

3. Long-term project commitment because of potential changes to economic

priorities as the requirements change with time.
4. Customer is not sure of their requirements which is usually the case.
5. Requirements are complex and need evaluation to get clarity.
6 New product line which should be released in phases to get enough customer
feedback.
7. Significant changes are expected in the product during the development cycle.

5. V-Model
V-Model is an extension of the waterfall model and is based on association of a
testing phase for each corresponding development stage. This means that for
every single phase in the development cycle there is a directly associated testing
phase. This is a highly disciplined model and next phase starts only after
completion of the previous phase.

V-Model Application
V- Model application is almost same as waterfall model, as both the models are of
sequential type. Requirements have to be very clear before the project starts,
because it is usually expensive to go back and make changes. This model is used in
the medical development field, as it is strictly disciplined domain.
Following are the suitable scenarios to use V-Model:
1. Requirements are well defined, clearly documented and fixed.
2. Product definition is stable.
3. Technology is not dynamic and is well understood by the project team.
4. There are no ambiguous or undefined requirements
5. The project is short.

COMPANY PROFILE
BANKING INDUSTRY
The banking industry was once a simple and reliable business that took deposits
from investors at a lower rate and loaned it out to the borrowers at a higher rate.
However deregulation and technology led to a revolution in the Banking Industry
that saw it transformed. Banks have become global industrial power houses that
have created ever more complex products that use risk and securitisation in models
that only PhD students can understand. Through technological development,
banking services have become available 24*7, 365 days a year, through ATMs,
Online Banking Facilities, ECS where everything from stock to currency futures
contracts can be traded.
The Banking Industry at its core provides access to credit. In the lenders case, this
includes access to their own savings and investments, and their interest payments
on those amounts. In the case of borrowers, it includes access to loan for the
creditworthy, at a competitive interest rate.
Banking services include transactional services such as verification of account
details, account balance details and the transfer of funds, as well as the advisory
services that aid individuals and institutions to properly plan and manage their
finances. Online Banking channels have become pivotal in the last decade.
A simple example of MIS in the banking sector:
Online bill pay at a bank also qualifies as a management information system
when a bill is scheduled to be paid, the user has provided information for the
system to act against. The management information system then processes the
payment when the due date approaches. The automated action taken by the online
system is to pay the bill as requested. Since the bills within an online bill pay
system can be scheduled to be automatically paid month after month, the user is
not required to provide further information. Many times, the bill pay system will
also produce an email for the user to let him know that the action has occurred and
what the outcome of the action was.
Management information systems typically have their own staff whose function it
is to maintain existing systems and implement new technologies within a company.
These positions are often highly specialized, allowing a team of people to focus on
different areas within the computer system. In recent years, colleges and
universities have begun offering entire programs devoted to management

information systems. In these programs, students learn how to manage large

interconnected computer systems and troubleshoot the automation of these
management information systems.
ABOUT THE COMPANY
ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian
financial institution, in 1994. Four years later, when the company offered ICICI
Bank's shares to the public, ICICI's shareholding was reduced to 46%. In the year
2000, ICICI Bank offered made an equity offering in the form of ADRs on the
New York Stock Exchange (NYSE), thereby becoming the first Indian company
and the first bank or financial institution from non-Japan Asia to be listed on the
NYSE. In the next year, it acquired the Bank of Madura Limited in an all-stock
amalgamation. Later in the year and the next fiscal year, the bank made secondary
market sales to institutional investors.
With a change in the corporate structure and the budding competition in the Indian
Banking industry, the management of both ICICI and ICICI Bank were of the
opinion that a merger between the two entities would prove to be an essential step.
It was in 2001 that the Boards of Directors of ICICI and ICICI Bank sanctioned the
amalgamation of ICICI and two of its wholly-owned retail finance subsidiaries,
ICICI Personal Financial Services Limited and ICICI Capital Services Limited,
with ICICI Bank. In the following year, the merger was approved by its
shareholders, the High Court of Gujarat at Ahmadabad as well as the High Court of
Judicature at Mumbai and the Reserve Bank of India.
VISION:
To be the leading provider of financial services in India and a major global bank.
MISSION:
We will leverage our people, technology, speed and financial capital to:
* Be the banker of first choice for our customers by delivering high quality, worldclass
product and services.
* Expand the frontiers of our business globally.
* Play a proactive role in the full realisation of Indias potential.
* Maintain a healthy financial profile and diversify our earnings across businesses
and
geographies.
* Maintain high standards of governance and ethics.
* Contribute positively to the various countries and markets in which we operate.
* Create value for our stakeholders.

PRESENT SCENARIO
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and
the National Stock Exchange of India Limited. Overseas, its American Depositary
Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). As of
December 31, 2008, ICICI is India's second-largest bank, boasting an asset value
of Rs. 3,744.10 billion and profit after tax Rs. 30.14 billion, for the nine months,
that ended on December 31, 2008.
BRANCHES & ATMS
ICICI Bank has a wide network both in Indian and abroad. In India alone, the bank
has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI
Bank has made its presence felt in 18 countries - United States, Singapore,
Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre and
representative offices in United Arab Emirates, China, South Africa, Bangladesh,
Thailand, Malaysia and Indonesia. The Bank proudly holds its subsidiaries in the
United Kingdom, Russia and Canada out of which, the UK subsidiary has
established branches in Belgium and Germany.
PRODUCTS & SERVICES
Personal Banking

Deposits

Loans

Cards

Investments

Insurance

Demat Services

Wealth Management
NRI Banking

Money Transfer

Bank Accounts

Investments

Property Solutions

Insurance

Loans
Business Banking

Corporate Net Banking

Cash Management

Trade Services

FX Online

MANAGEMENT OVERVIEW
ORGANISATION MANAGEMENT CHART:

CEO

EXECUTIVE DIRECTOR

Regional Managers

Regional Managers

Regional Managers

Branch
Managers
Branch Managers

Branch Managers
Branch Managers
Branch Managers
Branch Managers

OBJECTIVES
The main objective of the study is to gain an insight on the Information System
that is practiced at ICICI Bank. It is said that, There is no better way to learn, than
learning something practically (on field). We chose to conduct our study at ICICI
Bank, Teynampet Branch. With the growing need and demand to integrate and
manage information effectively and efficiently, as management students, it has
become very essential for us to get well-versed with the MIS implemented and
gain maximum leverage.
The MIS of ICICI Bank whose branches are so well-spread becomes a pivotal
point of study as it caters to many segments of the society (urban and rural) and
offering a diversified portfolio of services like credit cards, loans, bank accounts,
etc... Thus, it becomes absolutely essential for a bank to maintain an accurate mass
record of all transactions of every individual or corporate. One cannot ignore the
fact that every record / data should have a reliable back-up in case of any
uncertainty like System Crashing, Virus Affected, etc... or out-dated
Software/Hardware or unavailability of skilled workforce.
The objectives of conducting the study also include
a)

Better-relate to our theoretical knowledge.

b)
Better understanding of a renowned company which uses MIS extensively
and forms a part of its core activities, without the efficient management of which it
would become extremely difficult to sustain and excel.
c)
Gain knowledge on the different types of MIS used in various departments
for diverse
activities appropriately.
d) The challenges faced by an organisation in terms of confidentiality, faulty or
repetition of work, system crash, etc... and how do they deal with it.
e)

Cost structure and maintenance, switching costs, terms, etc...

LITERATURE REVIEW
An information system is comprised of all the components that collect, manipulate,
and disseminate data or information. It usually includes hardware, software,
people, communications systems such as telephone lines, and the data itself. The
activities involved include inputing data, processing of data into information,
storage of data and information, and the production of outputs such as management
reports.
Creation Of Management Reports
Incorporate all the relevant data from every part of organisations operation into a
single management overview and then easily produce presentation quality reports

Constant monitoring of banking operations

MIS offers dynamic, real-time statistical reporting facilities across all channels,
account managers, clients, products and branches/profit centers. While the standard
reporting facilities includes comprehensive reports, the open design of the system
allows to use industry-standard enquiry and reporting tools.

Compliance Reporting
It offers complete compliance reporting modules, readily available for various
countries. Since MIS is a fully integrated banking system, compliance reporting
covers all banking operations and complies to Basle II regulations.

User-defined Reports
MIS workstations include an easy-to-use Report Writer that enables users to
compile specific data from any number of sources and view it on screen or printout in various formats. Data can be sorted or grouped, and values summarised or
averaged.

Customers Database
MIS in a company keeps record of customers of the company. It helps to quickly
classify the banks customers in terms of institutional customers, High Value
Customers and retail customers. This helps the bank to serve efficiently as each
type of customers needs will vary.

Innovative Services
MIS helps to serve the customers innovatively. It helps to deliver services
innovatively such as mobile banking, rural banking. As MIS helps in segmenting
the current and prospective customers.

Knowledge Management
Today the banks have repositories of various types of knowledge. It can be about
their customers, markets, employees, critical incidents etc. But these knowledge
have to be managed effectively to exploit them in the time of need. MIS supports
the knowledge management of the bank through various softwares.

Risk Management
Risk management is a very crucial function of the bank. MIS helps the bank
through various modules like DSS, EIS etc that help the management to take
calculated risks. This helps the bank to take advantage of the opportunities but at
the same time helps the banks to prepared to face any risk that arise in the course
of pursuing its goal.

INFORMATION SYSTEM IN ICICI BANK:

MIS creates an evolution in whole world in every business and so in banking
system. Now in ICICI Bank with the help of IS the daily transactions are recorded
in branch computers and these branch computers are then connected to the main
head office server so in this way they keep their daily process update on daily
basis.
As Time is money, and due to IS ICICI Bank make thousands of transactions
per day. In fact, IS makes whole process much more quick, simple and reliable.
Due to IS employees can easily connect with other branches, customer service get
improved, online banking emerged and lot of others benefits.
ICICI Online is an innovative Online Banking service that you can tailor to
suit your precise banking needs. It gives you convenient, round-the-clock banking
services ranging from day-to-day account transfer transactions to real-time
valuable financial information. Now you can manage your finances anytime,
anywhere.
ORGANIZATION COMPUTING RESOURCES:
Software Resources:Following softwares are used for the functioning of our information system
and organization;
Application Software:Following application softwares are used in our organization and
functioning of our information system;

Microsoft Office

NOD32 Anti-Virus

Adobe Reader

System Software:Following application softwares are used in our organization and functioning of
our information system;

Operating System (Windows XP and Linux) for PCs.

Windows 2003 server for mainframes.

Hardware Resources:Following hardware resources are required for the functionality of IS and
organization:

Personal computers

Canon Document Scanners

HP Printers

Networking cards

Currency counter

Coin counters

HP Digital Scanners

Dell Mainframes

Computing Type:In ICICI bank, they are using client/server network because it is accessible and the
employees easily share the data and this network is cheaper than others and this is
easily maintainable and manageable. All the data save in main server or HUB and
employees can easily access it. This type of computing system provides an easy
access and efficient flow of data, which increase the functionality of organization.

ORGANIZATION TRANSACTION PROCESSING SYSTEM

Transaction Processing System:

A Transaction Processing System (TPS) is a type of information system.
TPSs collect, store, modify, and retrieve the transactions of an organization. A
transaction is an event that generates or modifies data that is eventually stored in
an information system. From a technical perspective, a Transaction Processing
System (or Transaction Processing Monitor) monitors transaction programs, a
special kind of programs. The essence of a transaction program is that it manages
data that must be left in a consistent state.
TPS in ICICI bank:
Effective transaction processing system is working in ICICI bank that offer
enterprise the means to rapidly process transactions to ensure the smooth flow of
data and the progression of processes throughout the enterprise.
Payroll TPS
In ICICI Bank payroll TPS is designed to get information and record of the
employ and then to calculate his/her annual earning.
It gets information about the employee from the employees department and
from general ledger and send it to payroll TPS from where it links that information
with the previous record and prepare a report which is forwarded to management.
Management takes notice the LN record of the employees efficiency to work
and may declare added bonus or other incentive. This report is checked and
approved by the branch manager after which check is issued to the employee. And
when that check is cashed, the record is updated in the general ledger as well as the

master payroll (HUB).

Employee Data

Payroll TPS

Management Reports

Check Passes by Manager

General Ledger
L

Check Issued to Employee

Payroll Master File (HUB)

General Ledger
L

Customer Identification:
In ICICI bank there is their own information management named software Virses
is working which is connected to NADRA. So if any new client wants to open an
account in the bank the system automatically send a request to NADRA to check
and verify the customer ID number. Which helps the management to identify
whether he/she is using his original ID card or not.

Input
(ID #)

Virses

NADRA
(customer identification)

HUB

Management

Employees Record :

All employees are supposed to login when they enter the bank and logout on
leaving, by tracing their thumb impressions on biometric device. This device is
connected with the HUB which continuously makes record of their hours spent in
the bank. Moreover, the bank has their own setup named LN which makes
records of all the transactions made by an employee. This helps management to
monitor the working efficiency of an employee.

Employee Job Login

Biometric Device
& LN

HUB

Employee Job Logout

All employees are supposed to login when they enter the bank and logout. The
software used is called EMPOWER. This device is connected with the HUB which

continuously makes record of their hours spent in the bank. This help management
to monitor the working efficiency of an employee.

Employee Job Login

SOFTWARE CALLED
EMPOWER
Employee Job Logout

CUSTOMER INQUIRY

HUB

FAST PATH 7100

Press F9
Select ID / IC by pressing end
Key in the ID / IC number
Use Tab to go to Customer Type
Press F 9
Select Customer Type
Press End

FUNDS TRANSFER
FAST PATH 1006

Go to the option by using the Fast path 1006

Teller will key in mandatory details in each of the field for FW to FW funds transfers:

Name of
the Field

Teller to input

From
The source account or debit
Account # account (customer name is
displayed by the system for
posting branch customer)
System does not display
name for inter branch
customer. Teller to verify the
name using the hotkey for
Customer Name and Address
screen
To Account The target or beneficiary or
#
credit account
From Acct The system will automatically
Ccy and To pick up the currency as INR.
Acct Ccy
From Ccy System defaults the value as
rate and To 1.000.
Ccy rate
From
Amount

Key in the Amt to be

transferred.

To Amount System defaults the amount

keyed in the field from
amount
Narrative

System defaults narration as

funds transfer User can
modify the field and the same
will appear in the customer

statement of account .
Ccy and
Ccy rate

System defaults the value as

1.000.

In case of fund transfers between FW and UBS customers, Teller

inputs the From account (if the source account is of UBS
customer) or To account (if the beneficiary account is of UBS
customer) as relevant UBS branch code (3 digits) followed by
UBS account number (10 digits).
For UBS to Finware Funds transfers: In FW (Fast Path: 1006) key in
From Account # as the UBS Account and To Account as the
Beneficiary FW Account
For Finware to UBS Funds transfers: key in From Account # as the
FW number and To Account as the UBS number.
The other fields are as per the table above
Teller will invoke/press Hotkey (F6) and system pops up a screen.
Teller to enter the cheque number and the cheque date (system
default to date of entry) in the system in case instrument/cheque is
provided for carrying out the funds transfer. (The system now
validates for cheque series and for stop payment).
Browser branch module:
The details to be keyed in remain the same as for JAM branch After
input, press Shift Tab or hit OK/GO button
For signature verification, click on Signature Enquiry option on the
Left Hand Side of the screen or click on the icon for Signature
Verification in the bottom right hand side corner
For Customer's "Account Details Enquiry" click on "Account Details
Enquiry on the Left Hand Side of the screen or use Fast Path 7005

Real time Banking:

In many circumstances the primary factor is speed. For example, when a
customer withdraws a sum of money from his or her account the transactions are
processed and the account balance updated as soon as possible, allowing both the
bank and customer to keep track of funds. The new transaction is send to LN. The
LN enters the HUB where the specified file is accessed. The updates are made
entered there and finally the update is done.
New Transactions,
Updates

Updated

LN

HUB

Online Complains:
ICICI bank allows the customer the option of online complains. The
customer submits the online complain which is then processed by Customer
Service TPS which is linked by management and after the problem identification it
is send to the concerned department.

Customer Queries

Customer Service TPS

Identify Problem

Send to Concerned Dept.

Advices:
As the records of all the customers are stored in main server (HUB) of ICICI
bank, so in case if someones account balance is getting near to zero the system
automatically alert the management about that. Then manager take manual action
and send him/her the advice (a letter, mail or phone call) to check the account
balance.
Account
Alert

HUB

Management

Advices Send to Customer

Account Opening
This TPS is designed for opening a new account in the bank.
Input: Give bio data, NIC no., income, city name.

Process: Information send to the virses.

Output: new account opened in the bank.
Virses

New A/C Opened

IdentificationCustomer Service TPS

Applicant

A/C Dept.

HUB

Online Activity
Purpose: Transfer funds with the organization.
Input: Concerned Branch code, city name, account title, amount &
the transaction.
organization server (HUB).
fund to the concerned branch.

Process: The information will send to

Output: Transfer of

Customer

Customer Service

HUB

TPS
A/C

Dept

Fund Trnsfr to Concerned Branch

ATM Card
Purpose: Easy with draw of cash.
Input: Give bio data, income summary, company name, NIC.
Process: NIC no. and bio data send to virses which directly linked to NADRA. If
information is correct then it is forward to customer service centre.
Output: Issue of credit card.
Virses

Applicant

Identification
Customer Service

A/C Dept.

New A/C Opened

TPS

HUB

ATM Issued

Car Financing
Purpose: Leasing a new car.
Input: Account title, down payment amount.
Process: The information is send to the HUB and verify the account of customer
and make the schedule for leasing for the given period of time.
Output: Customer can get a new car.
HUB

Applicant

Customer Service
Identification

Managers
Issuence

A/C , Finance Dept.

Management information system:

Relationship of MIS with TPS:
MIS reports and summarizes the organizations basic operations and these reports
come from the basic transition processing systems. In case of our organization the
TPSs of ATM Cards, Payroll and Customer identification etc. provide the basic
information about the organizations activities. These activities are then
summarized in the form of reports for the manager so that they can check whether

the firm is working properly or not. If there are some flaws then they take control
measures to fix those flaws.

Transaction Processing System

Management Information System

Customer Info
Master File
Payroll Master
File

Employees

Payroll TPS

Payroll data of
Employee

Customer
Identification TPS

Customer Data

Customer
Master File

Employee
Record TPS

Employees Data

Customer Info
Master File

Advices TPS

Advices
Data

Customer
account TPS

Customer
Master File
Employees
Customer
Customer Info
Master File
Master File

Customer Data
Online
activity TPS

Employees
Data
Customer
Advices Data
Data
Employee
Record TPS

ICICI bank introducing new mobile payment method

Advices TPS
Car
Online
Customer
Financing
activity
account
TPS
TPS
TPS

MIS

ICICI Bank is in advanced stages of beta testing a new method of using mobile
phones to make payments. The service is expected to be fully launched in just three
months. A pilot study involving 500 customers of ICICI Bank is currently being
conducted at various locations. If this mobile payment method is implemented,
users can swipe their mobile phone and conduct various transactions, which were
earlier possible using the credit cards.
Atom Technologies, a subsidiary of the BSE-listed Financial Technologies (India)
Ltd (FTIL), which runs the Multi Commodity Exchange of India has innovated a
technology, which will enable mobile payments. Atom card- a product developed
by the company and the accompanying software can embed a user's credit card
data, over-the air like SMS into his mobile phone.
A 2-D bar code will store this credit card detail, which will be unreadable for the
user and will keep the credit card details safe even when the mobile phone is stolen
or lost. Whenever, the mobile phone user has to make a payment he will have to
provide his PIN details. After embedding the credit card details into the mobile
phone, the instrument can be used in place of credit cards.
Purchases can be made at a merchant establishment, which has the requisite
software to implement the transaction. The company has called this swiping model
as 'optical payment' and has received a patent in US for this payment mode. A
simple webcam is required to read the 2-D bar code and can be implemented at
merchant establishments at a very low cost.
The software required to implement mobile transactions will be provided free of
cost to merchants, banks and customers by Atom. However, this technology will be
available for JAVA enabled phones at present. Many other companies like Bharti
Airtel, Reliance Communications and C-Sam were also looking at offering mobile

commerce solutions, but the Reserve Bank of India (RBI) is yet to give its
clearance for a mobile wallet service in India.

ELECTRONIC CLEARING SERVICE (ECS CREDIT)

ECS Credit is an electronic clearing system that facilitates paperless transaction
through an offline system. ICIC Bank facilitates ECS Credit at all ECS designated
locations. We accept the electronic file and arrange abstention of settlement date
(date of credit to beneficiary account) from RBI/SBI/Local Clearing House as the
case may be. The fund gets debited from a centralized account and credit is
accorded to the respective beneficiaries as per settlement cycle. A detailed MIS
about the transactions is provided to the customer.

NEFT

To establish an Electronic Funds Transfer System to facilitate an efficient, secure,

economical, reliable and expeditious system of funds transfer and clearing in the
banking sector throughout India. The customer willing to avail the NEFT facility
offered by us shall submit an "NEFT Application Form" authorising the sending
bank to debit the sender's account and transfer funds to the beneficiary specified in
the NEFT Application Form. The Beneficiary's account will be credited on the
same day by crediting the specified account of the beneficiary or otherwise
placingfunds at the disposal of the beneficiary.

REAL TIME GROSS SETTLEMENT (RTGS)

RTGS System is a payment settlement system that minimises the credit risk in the
prevalent cheque clearing system. Under RTGS the funds are settled on a near real
time basis across Banks in different locations. Bank offers this immediate
electronic fund transfer facility to RTGS enabled bank branches across through the
country its designated RTGS enabled locations.
ORGANISATION TRANSACTION PROCESSING SYSTEM:
The way people do business has been changed significantly with the advent of the
Internet Revolution. Today customers have an option to choose from a plethora of
options while shopping for that favourite item. Web Commerce or Ecommerce has
witnessed a significant increase in revenue year on year. You can now integrate this
option to your website in the various Secured Payment Gateway Options we have
to offer. Technologies are the authorized reseller for ICICI Bank Payment Gateway
Services in the state.

EBS (E-Billing Solutions) is the Merchant Account providing company partnered

with ICICI Bank that visualizes you how to become more competitive and help
you to make the changes to your online payment processing for risk free business.
EBS "Payment Gateway" is specifically designed to accommodate the increasing
demand by e-commerce companies for sophisticated payment solutions to tap the

enormous opportunities for global Internet transactions. The system also includes
several exciting new technologies that enable e-commerce businesses to make the
things more customized and backend more user friendly with advanced features
and technical know-how.
How It Works.

Step 1: Customer select and adds item in the shopping cart And places the order on
your (merchant) website.
Step 2: Customer selects to pay via credit card .
Step 3: Customer is redirected through EBS Payment Gateway to Transaction
Processing Bank.
Step 4: Customer enters credit card details on Secured Payment page.
Step 5: Credit card information is transmitted securely to the corresponding bank
for approval.
Step 6: Corresponding bank sends appropriate information to the transaction
Processing bank.
Step 7: The result is forwarded to EBS (via the Transaction Processing Bank).

Step 8: Customer receives a confirmation and is redirected to your (merchant)

website.
EBS has taken tremendous steps to secure your transactions from fraud, data piracy
and hacking. Some of the steps taken are as follows
An automated risk management system which triggers for all
transactions and flags the transaction for risk involved.
High Risk Transactions are manually investigated by our intelligence

team and Risk control unit.

RMS parameters.
Verisign 128 bit SSL encrypted.
Hacker safe certification.
PCI Audited servers.
Robust secured highly strategic data servers and network design for

Extensive Network
ICICI Bank has its own branches in various locations. Above this our arrangement
with reputed correspondent banks covering more than 900 locations ensures that
most of your cheques are covered under our network and the realisation status can
be known at the earliest.
Interest Costs Lower & Improved Liquidity
A dedicated HUB ensures that you receive funds in your designated account within
transit time thereby reducing interest costs and improving your liquidity position.
Centralised Service Desk
A dedicated service desk has been started at our Centralised Collection and
Payment HUB (CCPH) to ensure that your queries are resolved quickly and

efficiently. The Customers can contact CCPH regarding any query about the MIS
or the process flow.

Web CMS
Web CMS provides you with all the information at a click. Detailed MIS like
location wise collection and return, product-wise pooling, pooling in pipeline (due
credit report) etc. can be viewed and downloaded from web interface through
internet.
Comprehensive MIS
We provide comprehensive MIS reports like daily report, transaction report future
credits reports and cheque returned unpaid report. On the payments side we
provide daily paid - unpaid status for the demand drafts, cheques or warrants
issued by your Organisation.

Mobile Alert Service

The CMS clients availing our collection products now have the facility to
subscribe to Mobile Alert Service for receiving alerts on registered mobile phone
numbers instantly after the funds are pooled. To avail this facility, please visit
nearest CMS designated branch or log on to our Web CMS to download the form
online and send it to our branch where your account is maintained.

CHALLENGES FACED BY ICICI

1 PROPER MIS IS NOT ABLE TO FORM AS IT LACKS STANDARISATION
AND IS RAPIDLY GROWING.
2 SOMETIMES THERE IS LACK OF COMMITMENT FROM THE
MANAGEMENT
3 THERE IS RESISTANCE OF CHANGE

RECOMMENDATIONS
SOFTWARE INDUSTRY NEEDS TO DO MORE IN DEVELOPING
QUALITY SOFTWARE
PROPER TRAINING SHOULD BE GIVEN TO EVERYONE ABOUT
HOW TO USE THE SOFTWARE EFFICIENTLY.
CAPACITY WITHIN INSTITUTION SHOULD BE MANAGED
PROPERLY

LIMITATIONS
The study conducted, imparted a fair knowledge about the integrated Information
System of ICICI Bank. The limitations of the study include
Security (Confidentiality) Since banks keep most of their
operations confidential for security reasons, it was difficult to assemble
detailed information from authoritative representatives. Every bank is known
to exercise the highest degree of confidentiality when it comes to its
information, systems, processes, procedures, people, accounts and clients.
This accounts to the fact that a bank would refrain from chipping in their
core activities/processes/procedures.
Time Factor Every bank indulges in diverse activities and services
which make use of various types of IS. Thus, in such a short span it was
easier said than done to gather enough information pertaining to every aspect
of the bank. The bank staff were pre-occupied with their schedules at most
times and hence were unable to share more information about the IS of their
company.
Knowledge As management students our depth of knowledge was
limited to a shorter range as exercised by the professional bank officials and
trained back-end workforce. It was a challenge for us to understand and
report the study conducted by us.
Timings Since the bank timings did not comply with that of ours,
one has to adjust to their schedule. Until mid afternoon they are busy
attending their customers and post lunch session comprises of the back-end
activities, processing activities and updating master files.

System Hangover ICICI Bank often faces a System Crash Crisis.

This was one of their challenge to put up with their unhappy customers,
who are kept waiting until their integrated system is fixed. During these
times, in the chaotic atmosphere, one would not like to entertain interns.

SUMMARY AND CONCLUSION

ICICI bank has successfully utilised its MIS in providing banking products to its
customers and also in improving its organisational efficiency. It is one of the few
banks which adapts quickly to the changing environment and keeps pace with the
ever changing technology. The dramatic events ushering in the new centuryfrom
globalization and a final, major wave of consolidation to regulatory changes and
technology breakthroughsare compelling the bank to turn its focus toward
efficiency and country relationship development.
MIS has helped the bank in the following ways:
Operational effectiveness, internal efficiency.
Collaborative tools to help create, cultivate, and disseminate knowledge.
Accessibility to data, information, and knowledge.
The ability to easily search across and retrieve relevant information
A project management system based on complete project lifecycle\

It is very crucial for the bank to continuously upgrade its MIS as the next 10
years will be defined by accelerated expansion of business as the bank is
growing nationally and globally. It has to concentrate in improving its
process efficiency to serve its customer better than its competitors. Todays
banking products are getting complex every day and there is serious threat of
leakage of customers confidential information to anti social elements with
advent of technology. This is one of the major issues that banks face today.

Inspite of all these challenges, management information system has been a boon to
ICICI bank. The bank has gained tremendous lead over its competitors who lagged
behind in incorporating MIS in their organisations. Today, ICICI bank is one of
the largest private sector banks in India, and MIS has played a crucial role in
giving it a competitive advantage. Though the current MIS in the bank is highly
beneficial, the bank is very keen on researching new avenues to improve its MIS
system for better efficiency in its operations and to continue to serve its customers
effectively.

GALLERY

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b) www.icicibank.com
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