MIS OF ICICI BANK

Submitted by: Group 5 Roll No. 41 Roll No. 45 Roll No. 47 Roll No. 49 Roll No. 51 Dheeraj Manhas Piyush Chandan Ankisha Agarwal Yash Singhal Mohit Khamesra

Submitted to: Prof. Susheel Chhabra

ACKNOWLEDGEMENT

We would like to express our deepest sense of gratitude to our project guide Prof. Susheel Chabbra, for his valuable guidance, inspiration and encouragement that we received from them throughout the course. Our efforts in accomplishing this project are a result of constant motivation and valuable learning imparted by him. We would also like to thank our family and friends & the professionals who extended their support and have been a source of encouragement and inspiration throughout the duration of this project.

TABLE OF CONTENTS
Title ABLE 1 2 3 4 5 6 7 8 CONTENTS Introduction Page No. 1

OF

Overview of Financial MIS and Network 8 diagrams Information system ICICI bank 12 Organization Transaction system ICICI CRM initiatives processing 14 25 30 33 34

Knowledge management at ICICI Conclusion References

1.INTRODUCTION
1.1 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. 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.

1.2 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.

1.3 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.

1.4 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 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

1.5 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

2. OVERVIEW OF FINANCIAL MIS

2.1 NETWORK DIAGRAM

2.2 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 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
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.

3. 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.

3.1 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

3.2 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.

4.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

HUB

NADRA Management (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.

Employee Job Login

Biometric Device & LN HUB

Employee 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 Transactions, Updates LN

Updated

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 Management

HUB

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

Applicant Identification

Customer Service TPS

New A/C Opened

A/C Dept .

HUB

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.

Customer

Customer Service TPS

A/C Dept

HUB

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 TPS

New A/C Opened

A/C Dept .

HUB

ATM Issued

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.

EBS (E-Billing Solutions):

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

5. FOCUS ON ICICI BANKS CRM INITIATIVES

The use of CRM in banking has gained importance with the aggressive strategies for customer acquisition and retention being employed by banks in todays competitive milieu. This has resulted in the adoption of various CRM initiatives by these banks to enable them achieve their objectives. The steps that banks follow in implementing CRM are: Identifying CRM initiatives with reference to the objectives to be attained (such as increased number of customers, enhanced per-customer profitability, etc.), Setting measurable targets for each initiative in terms of growth in profits, number of customers, etc. and Evaluating and choosing the appropriate CRM package that will help the company achieve its CRM goals (a comparison of pay-offs against investments could be carried out during the evaluation exercise).

ICICI Bank has to manage more than 13 million customers. The bank has over 550 branches, a network of 2025 ATMs, multiple call centres, Internet banking and mobile banking. Its customers often use multiple channels, and they are increasingly turning to electronic banking options. Business from the Internet. ATMs and other electronic channels now comprises more than 50 per cent of all transactions. In the process of making its business grow to this level, ICICI Bank has distinguished itself from other banks through its relationship with customers.

5.1 DATA WAREHOUSE

The Teradata solution focuses on a CRM platform. Information from various legacy and transaction systems is fed into a single enterprise called wide data warehouse. This allows the bank to generate a single view of its customers. The warehouse has the capability to integrate data from multiple sources comprising Oracle and flat files. The Behaviour

Explorer enables profiling of customers and querying on various parameters. These enable the bank staff create suitable campaigns for targeting individual customers on the basis of their requirements.

The logistics in the system have also led to other benefits like interactive reports, unearthing cross-selling opportunities as well as finding out about the channel usage undertaken by a segment. The data access was facilitated through the use of Cognos Power Cubes.

5.2 THE BENEFITS OF CRM

Customers usage pattern ICICIs CRM data warehouse integrates data from multiple sources and enables users to find out about the customers various transactions pertaining to savings accounts, credit cards, fixed deposits, etc. The warehouse also gives indications regarding the customers channel usage. New product development Analysis at ICICI guide product development and marketing campaigns through Behaviour Explorer, whereby customer profiling can be undertaken by using ad hoc queries. The products thus created take into account the customers needs and

desires, enabling the bank to satisfy customers through better personalization and customization of services. Central data management The initial implementation of CRM allowed ICICI to analyse its customer database, which includes information from eight separate operations systems including retail banking, bonds, fixed deposits, retail consumer loans, credit cards, custodial services, online share trading and ATM.

5.3 SOME NOTEWORTHY CRM INITIATIVES OF ICICI BANK

Mobile ATMs Customers of ICICI Bank can access their bank accounts through mobile ATMs. These ATMs are kept in vans and parked at locations that have a high traffic of bank customers such as the commercial areas in a city or upmarket residential areas ICICI Bank now provides

standard ATM facilities through ATM vans.

This facility has been tried at Mumbai,

Chandigarh and various places in Kerala during specified timings. Table Mumbai Mobile Van

Timings 9.00 am to 10.00 am

Locations Junction of Nehru Road and M.O. Road, near Ram temple, Vile Parle (E)

11.00 am to 12.00 noon 1.00 pm to 2.00 pm 3.30 pm to 5.00 pm

Opp.J.W. Marriott Hotel, Juhu Lokhandwala Circle, Andheri (W) Outside Vasanth Sagar, 120 ft. Road, Hakur Village, Khandivali (E)

Bulk Deposits The ICICI Banks Bulk Deposit ATMs enable customers to deposit large amounts at one time. Unlike conventional ATMs, which are able to accept only 30 notes at a time, these ATMs allow the deposit of huge amounts. The Bulk Deposit ATM is available in Mumbais Vashi sector branch office of ICICI. The bulk deposit facility can be availed of by select customers who need to deposit huge amounts of cash. ICICI Bank issues a special card called the `Deposit Only Card to

facilitate this service. This card allows for deposit transactions only. The service is further facilitated by the provision of special bags at ATMs in which a customer can put his money. After the deposit slip is filled, the bag can be inserted in the ATM. The transaction slip is then generated by the ATM as an acknowledgement of the deposit. ICICI Bank also has cash pick-up service for business customers under the business banking segment.

ATMs for the visually challenged ICICI Bank has launched ATMs with special voice-guided systems, which guide a visually challenged person to access ATMs without any help. The jack on the terminal enables headphones to be connected to it and voice commands enable the customer to transact business. Customers may choose a suitable language to get voice commands. After the language selection is done, the customer is guided to ensure that the ATM card is inserted in the right slot and thereafter, guidance is provided for entering the PIN by using the keypad. A raised button is provided on number 5 to enable users to identify the numbers easily through touch. The slot for cash collection has such raised `pips that enable easy

identification through touch.

Other Services through ATMs Apart from the usual transactions involving the bank, some other services can also be availed of by ICICI Bank customers. These include: Prepaid mobile recharge Buying and renewing Internet packs (such as those of TATA Indicom Internet service provider and Sify). Making donations for Tirupati Tirumala Devasthanams, Nathdwara temple and Shri Mata Vaishnodevi shrine. Mutual fund transactions, and Bill payments

Mobile phone as a Virtual Wallet The mobile phone has been transformed into a virtual wallet a new innovation in mobile commerce. On September 19, 2005, Airtel, ICICI Bank and VISA announced the launch of mChq a revolutionary new service which is a credit card using the mobile phone. This is the first mobile-to-mobile payment option which enables Airtel customers and ICICI Bank Visa cardholders to pay for their purchases with their Airtel Mobile phones. The service has eliminated the need for carrying physical cash for making a purchase and also the problems

associated with the point of sale (POS) terminal since the mobile phone services as a secure POS and a payment mechanism.

Mobile Banking Benefits Mobile banking enables the customer to avail of many facilities by just sending an SMS. These facilities, which are currently offered free of cost, are as follows: Locating ATM Locating branch Locating drop box Alert facilities like salary credit, account debit/credit, cheque bounce, etc., and Queries on banking, cards and demat account

6. KNOWLEDGE MANAGEMENT

ICICI Bank has grown six-fold since its KM strategy was established in the year 2000. KM made ICICI bank is the second largest in India. Central to ICICI Banks success has been its flexible, innovative methods, and a plethora of KM tools that were cannily marketed to staff from the very start. Initially, the organisation developed a broad technology-linked infrastructure, including a corporate intranet, ICICI Universe, employees could check the human resources (HR) system for vacation entitlements, book days off or view their personal pension details. Overcome any fear of technology as well as providing employees with a good reason for using the portal on a regular basis. Employees believed that they should have a space on the intranet where they could participate in collaborative activities, such as contribute or find documents, engage in discussions and post or answer queries. This idea, in essence, first converted the bank to KM. ICICIs KM intranet portal was easily accessible from the main staff portal to provide a way of capturing and disseminating the knowledge of departing staff. The KM programme is now deeply embedded in the bank, but not as a result of any directive from top management. Employees work with the KM programme because they see its benefits and realise the value it brings to them on a day-to-day basis. This is what makes it vibrant and engaging. Everything they need should be at their fingertips, whether getting an answer to a problem, checking a policy or accessing standard templates and formats such as letters, agreements or guidelines. It is significant that a small project originally designed for about 1,200 employees in few locations has been flexible and scalable enough to cater for more than 30,000 employees in more than 600 locations, most of whom are customer-facing staff.

Wiseguy
ICICIs KM intranet portal, easily accessible from the main staff portal to provide a way of capturing and disseminating the knowledge of departing staff. The KM programme is now deeply embedded in the bank, but not as a result of any directive from top management. Employees work with the KM programme because they see its benefits and realise the value it brings to them on a day-to-day basis. This is what makes it vibrant and engaging. Everything they need should be at their fingertips, whether getting an answer to a problem, checking a policy or accessing standard templates and formats such as letters, agreements or guidelines. It is significant that a small project originally designed for about 1,200 employees in few locations has been flexible and scalable enough to cater for more than 30,000 employees in more than 600 locations, most of whom are customer-facing staff. The WiseGuy KM portal also encompasses a variety of sections including:

document management news inside and outside the organization digital resources such as trade and news journals research reports maps, directories, currency and time calculators information on the various business groups and group companies complete employee information interactive sections such as discussion forums query boards book reviews online quizzes the rewards recognition scheme

The Daily Dose as it is called, is a summary of what is new in the outside world and on the portal. It features headlines, opinions, polls, happenings, customer appreciations, newsletters and other regular updates. it helps the KM team to capture the mind space of employees as soon as they sit down to work in the morning.

Newsroom space on the intranet where daily news headlines are published. Here, staff can look up all the newsletters published by internal business groups, media releases, as well as tracking what our competitors are up to.

K-mailers which are short, one-page reviews on any one of 33 topics in six categories; internal newsletters from various domain specialists; online quizzes; word power articles or glossaries; training modules.

Query Board a central, interactive frequently asked questions repository by and for staff, where they can post any work-related queries, such as the number of cheques that can be deposited at any one time, customer credit questions, cheque returns Centralised and distributed publishing capabilities of WiseGuy mean that users are empowered and can contribute their own documents, define them, schedule updates and so on.

Furthermore, the portal manager enables business groups to generate their own templatebased, database-driven mini-websites using an extremely flexible front end, point-and-click tool.

Challenges
I know best and not invented here attitudes remain a barrier. Knowledge sharing is not tightly linked to staff appraisal and neither are knowledge management activities mentioned in ICICI Banks balanced score card index . Certain measures turned out as a double-edged sword.

WiseGuy contribution
In the creation of a common storehouse of knowledge; Staff identify sources of in-house expertise; In the development of a sense of belonging among staff; Save the bank money; Improve our employees decision-making ability; Empower staff; Provide a means for staff to upgrade their skills; Staff to plan their career movements; Provide a platform for recognition of contributions made to the bank.

8. 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.

8. REFERENCES
a) www.icici.com b) www.icicibank.com c) http://www.ikmagazine.com/xq/asp/sid.0/articleid.F3329620-44D5-443D8AA1-73F31514B589/eTitle.Case_study_ICICI_Bank/qx/display.htm d) http://www.sybase.ca/detail?id=1058645 e) http://www.networkmagazineindia.com/200209/case1.shtml