MIS OF ICICI BANK

SUBMITTED TO:

PROF.NIDHI NATRAJAN

By:

ANKIT KR. SINGH

ASHIT CHAUHAN

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ACKNOWLEDGEMENT

At the first instance I owe my gratitude and express my hearty and sincere thanks to

prof.NIDHI NATRAJAN for giving me an opportunity to get trained at ICICI Bank.

I express my sincere thanks to Mr. Gopal Gera, Mr.Mark and Mr.Shankar for giving

me an opportunity to understand the systems and processes in this prestigious company and

for providing valuable inputs and explaining in great detail the various facts of functions and

workings of their banking aspect.

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 during my Internship training.

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INTRODUCTION

MANAGEMENT INFORMATION SYSTEM

Definition: A Management Information Systems (MIS) is

An integrated user machine system

For providing information

To support operations, management, analysis and decision making functions in an

Organization

The system utilizes

Computer hardware and software

Manual procedures

Models for analysis , planning , control and decision making

A database

The development and management of information technology tools assists executives

and the general workforce in performing any tasks related to the processing of information.

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MIS and business systems are especially useful in the collation of business data and the

production of reports to be used as tools for decision making.

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APPLICATIONS OF MIS

With computers being as ubiquitous as they are today, there's hardly any large

business that does not rely extensively on their IT systems. However, there are several

specific fields in which MIS has become invaluable.

* STRATEGY SUPPORT

While computers cannot create business strategies by themselves they can assist

management in understanding the effects of their strategies, and help enable effective

decision-making.

MIS systems can be used to transform data into information useful for decision

making. Computers can provide financial statements and performance reports to assist in the

planning, monitoring and implementation of strategy.

MIS systems provide a valuable function in that they can collate into coherent reports

unmanageable volumes of data that would otherwise be broadly useless to decision makers.

By studying these reports decision-makers can identify patterns and trends that would have

remained unseen if the raw data were consulted manually.

MIS systems can also use these raw data to run simulations – hypothetical scenarios

that answer a range of ‘what if’ questions regarding alterations in strategy. For instance, MIS

systems can provide predictions about the effect on sales that an alteration in price would

have on a product. These Decision Support Systems (DSS) enable more informed decision

making within an enterprise than would be possible without MIS systems.

* DATA PROCESSING

Not only do MIS systems allow for the collation of vast amounts of business data, but they

also provide a valuable time saving benefit to the workforce. Where in the past business

information had to be manually processed for filing and analysis it can now be entered

quickly and easily onto a computer by a data processor, allowing for faster decision making

and quicker reflexes for the enterprise as a whole.

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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

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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.

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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, world-class

product and services.

* Expand the frontiers of our business globally.

* Play a proactive role in the full realisation of India’s potential.

* Maintain a healthy financial profile and diversify our earnings across businesses and

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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

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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

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MANAGEMENT OVERVIEW

ORGANISATION MANAGEMENT CHART:

CEO

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Regional Managers

Regional Managers

Regional Managers

Branch Managers Branch

ManagersBranch Managers

Branch Managers

Branch Managers

EXECUTIVE DIRECTOR

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...  

           

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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 organisation’s 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 print-out 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

bank’s customers in terms of institutional customers, High Value Customers and retail customers.

This helps the bank to serve efficiently as each type of customer’s needs will vary.

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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

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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 software’s are used for the functioning of our information system and

organization;

Application Software :-

Following application software’s are used in our organization and functioning of our

information system;

Microsoft Office

NOD32 Anti-Virus

Adobe Reader

System Software :-

Following application software’s are used in our organization and functioning of our

information system;

• Operating System (Windows XP and Linux) for PC’s.

• 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

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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 employee’s 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 employee’s efficiency to work and may declare added bonus or

other incentive. This report is checked and approved by the branch manager after which

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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).

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.

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Employee Data

General Ledger

L

Payroll TPS

Payroll Master File (HUB)

Management Reports

Check Passes by Manager

Check Issued to Employee

General Ledger

L

Input

(ID #)

Virses

Management

HUB

NADRA

(customer identification)

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.

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.

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Employee Job Login

Biometric Device

& LN

HUB Employee Job Logout

New Transactions,

Updates

LN

HUB

Updated

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.

Advices :

As the records of all the customers are stored in main server (HUB) of ICICI bank, so

in case if someone’s 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 Opening

This TPS is designed for opening a new account in the bank.

Input: Give bio data, NIC no., income, city name.

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Customer Queries

Customer Service TPS

Identify Problem

Send to Concerned Dept.

Account

Alert

Management

HUBAdvices Send to Customer

Process: Information send to the “virses”.

Output: new account opened in the bank.

Online Activity

Purpose: Transfer funds with the organization.

Input: Concerned Branch code, city name, account title, amount & the transaction.

Process: The information will send to organization server (HUB).

Output: Transfer of fund to the concerned branch.

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Applicant

Identification

Virses

A/C Dept.

Customer Service TPS

HUB

New A/C Opened

Customer

Customer Service TPS

HUB

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.

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Applicant

Identification

Virses

A/C Dept.

Customer Service TPS

HUB

New A/C Opened

ATM Issued

Management information system :

Relationship of MIS with TPS:

MIS reports and summarizes the organization’s basic operations and these reports

come from the basic transition processing systems. In case of our organization the TPS’s of

ATM Cards, Payroll and Customer identification etc. provide the basic information about the

organization’s 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.

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Applicant

Identification

A/C , Finance Dept.

Customer Service Managers

HUB

Issuence

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Payroll TPS

Customer Identificatio-n TPS

Employee Record TPS

Payroll Master File

Customer Info Master File

Employees

Transaction Processing System Management Information System

Advices TPS

Customer account TPS

Online activity TPS

Car Financing TPS

MIS

Reports

Reports

Customer Master File

Customer Info Master File

Customer Master File

Customer Data

Employees Data

Advices Data

Customer Data

Customer Data

Payroll data of Employee

Other Areas where MIS plays a role are:

ICICI bank introducing new mobile payment method

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.

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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 placing funds 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.

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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.

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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

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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.

LIMITATIONS

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   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

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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 century—from globalization and a final,

major wave of consolidation to regulatory changes and technology breakthroughs—are

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. Today’s banking products are getting complex every day and there is

serious threat of leakage of customer’s 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.

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THANK YOU!!!

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