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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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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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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.

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.

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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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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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.

To be the leading provider of financial services in India and a major global bank.

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 Indias 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.

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.


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

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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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Branch Regional Managers Managers

Regional Managers

Regional Managers

Branch Managers

Branch Managers

Branch Managers

Branch Managers

Branch Managers

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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 wellversed 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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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 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 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
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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.


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.


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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

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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.


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
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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).
Emplo yee Data

Gener al Ledge r L

Payroll TPS

Managem ent Reports

Check Passe s by Mana ger

Payroll Master File (HUB)

Check Issued to Employe e

Gener al Ledge r 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 HUB

NADRA (customer identification) Managem ent

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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.

Emplo yee Job Login

Biometric Device & LN HUB

Emplo yee Job Logout

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 Transact ions, Updates LN

Updat ed


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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.
Custo mer Querie s Identi fy Probl em Send to Concer ned Dept.

Customer Service TPS

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.
Acco unt Alert

Managem ent


Advices Send to Customer

Account Opening

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This Process:





opening send

new to

account the




Input: Give bio data, NIC no., income, city name. Information virses. Output: new account opened in the bank.


Applic ant

Identificat ion

Customer Service TPS

New A/C Open ed

A/ C De pt.


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.

Custo mer

Customer Service TPS

A/C Dept


Fund Trnsfr to Concer ned Branch

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


Applic ant

Identificat ion

Customer Service TPS

New A/C Open ed

A/ C De pt.


ATM Issue d

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Applic ant

Identificat ion

Customer Service Managers

Issuen ce

A/C , Fina nce 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.

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Transaction Processing System

Management Information System

Payroll Master File

Payroll TPS

Payroll data of Employee

Customer Identificati o-n TPS

Customer Info Master File

Customer Data
Employee Record TPS

Advices TPS

Employees Data

Advices Data Customer Master File

Customer account TPS

Customer Info Master File

Customer Data
Online activity TPS

Customer Master File

Car Financing TPS

Customer Data

Report s
Report s

Other Areas where MIS plays a role are:

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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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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.

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.


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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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.
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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.
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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 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.

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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.

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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 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.
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