[Service Management CIA]

[IDBI Bank]
[Anuj Kumar Jalan]
3 BBM D
1311545
TOPIC
7Ps of Marketin an! "AP Anal#sis of an# $inan%ial &er'i%e
(Insuran%e) Bankin) In'estment*
7Ps Analysis of IDBI Bank
1. PRODUCT MIX
Various Products & Services offered by IDBI Bank are as follows:-
Personal Banking
Deposits
Loans
Payents - !a" Payents# Stap Duty Payents# $asy %ill# Bill Payent# &ard
to &ard 'oney !ransfer# Pay'ate# (nline Payents
'utual %und
Deat )ccount
IP(
Insurance - %aily&are# *eat+surance
&ards - Debit &ard# &redit &ard# &as+ &ard# ,ift &ard# International Debit-cu-
)!' &ard# *orld &urrency &ard
Institutional Banking
Lockers
India Post
-.I Services
P+one Banking
S'S Banking
)ccount )lerts
Internet Banking &orporate Banking
Pro/ect %inance
Infrastructure %inance
Syndication# 0nderwriting & )dvisory Services
&arbon &redits Business
&as+ 'anageent Services
!rade %inance
!a" Payents
Derivatives
!ec+nology 0pgradation %und Sc+ee 1!0%S2
%il %inancing Sc+ee
Direct Discounting Bills
.e+abilitation %inance (t+ers
S'$ %inance
)gri-business Products
2. PRICCE MIX
POWER PLUS ACCOT
*e bring to you a product t+at reflects and atc+es your financial needs and
re3uireents at every step4 PowerPlus account allows you to access a coplete suite of
product and services and en/oy world class banking e"perience# coplienting your
professional and personal goals4 !+is account +elps you take coplete c+arge of your
banking by providing ultiple c+annel and products and a wide range of benefits to +elp
your tie and oney4 *e +ave a set of alternate c+annels to eet your needs 5 )!'6s#
P+one banking# 'obile banking# Internet banking4
789 discount on locker rates4
:; ot+er banks )!' transaction free4
)ny branc+ cas+ wit+drawal and deposit liit is .s4:#;;#;;;<- per day4
%ree deand draft wit+in network4
-o stateent c+arges4 S!"#$ Sa%in&s A''o!n(
Instant Banking
International Debit &ard
%aily )ccount
=uick 'oney !ransfer
$asy Payents
Bank on t+e 'ove
Value )dded Services )ll t+ese features are offered for a iniu balance of .s
8#;;;4
)!*il## Pl!s +S#nio$ Ci(i,#ns- A''o!n(
-ow banking can be done fro +oe4 IDBI +as broug+t to t+e senior citi>ens an account
t+at can facilitate your banking transactions wit+ +osts of facilities catering to t+e needs
of t+e custoer4 !+is is deal in w+ic+ you cannot /ust save t+e oney but also ake it
grow4 )lso get t+e benefit of getting anot+er account wit+ an )=B of .s4 :#;;;4
)n account wit+ a balance of /ust .s4 8#;;; 1&ategory ) branc+es2 .s4 7#8;;
1&ategory B branc+es2 and .s4 :#;;; 1&ategory & branc+es2
%ree Sponsor?s account wit+ )=B of .s :;;; wit+ t+e senior citi>en account4
S!"#$S.ak(i +Wo/#n0s- A''o!n(
0nderstanding t+e specific re3uireents of our custoers# we at IDBI Bank +ave
introduced a special Savings )ccount for *oen# w+ic+ we +ave coined @Super S+akti?4
-ot only t+is# along wit+ t+is account we offer one Aero Balance Savings )ccount
absolutely free for +er c+ild below t+e age of eig+teen years4 !+e )ccount offers you a
+ost of features# w+ic+ include:
%ree !ransactions at ot+er Bank )!'s4)n account opening balance of /ust
.s4:;;;
)n )=B re3uireent of .s4 8;;;4
) Aero balance account for your c+ild below t+e age of :B years.

1. PLACE MIX
IDBI +as a wide spread branc+es across etropolitans but its spread across t+e towns and
villages is less4
2. P$o/o(ion Mi3

Prootion is not+ing but aking t+e custoer ore and ore aware of t+e services and
benefits provided by t+e bank4 !+e banks today can use a lot of new tec+nology to
counicate to t+eir custoers4 !wo of t+e fastest growing odern tools of
counicating wit+ t+e custoers are:
1. Internet Banking
74 Mobile Banking
!+e IDBI bank reac+es its new sc+ees products to its custoer t+roug+
:2 $ail for custoer w+o are interactive wit+ t+e by sending ails4
72 *+en t+e custoer coe to t+e bank t+ey infor +i about its new products4
C2 By putting +oarding t+at we see on bot+ side of t+e road# w+ic+ is optional4 !+e
bank ay or ay not use t+is option4
D2 If t+ere are :;;; custoers of IDBI at one branc+ t+en all t+e custoers are
allotted accordingly to different officers4
82 !+e bank advertises about its products in news papers4 !+is is one of t+e
iportant source t+roug+ w+ic+ it tries to infor t+e general public about its
product4
E2 !+e new custoer are infored by t+e already e"isting custoer about t+e new
sc+ee of t+e bank4
F2 !+e easiest way to advertise is to put a banner in t+e entrance of every branc+4
4.P#o"l#
!+e people working in IDBI are professionally trained# t+ey +ave ade3uate knowledge
about t+e products of t+eir banks and t+eir interactions wit+ t+e people are pleasant4 !+e
eployees are +appy wit+ t+eir current pay scales indicating t+at t+e anageent takes
care of t+eir eployee4
5. P$o'#ss Mi3
IDBI uses internet for various process suc+ as oney transfer# credit card process# debit
card process# )!' etc4 It also uses telecounication tec+nology to infor its custoer4
)ll t+is steps en+ances t+e 3uality of services provided by t+e bank4 !+e bank is now able
to +andle ore work load and its profit earning capacity +as also increased draatically
due to t+e use of t+ese new process tec+nology4
7. P.ysi'al E%i6#n'#
!+e infrastructure of t+e bank is 3uite good4 !+e entire branc+ +as good ventilation
facility4 !+e abience inside t+e branc+ keeps t+e ind of t+e custoer cal4 !+ere
ade3uate eployees in t+e branc+ to +andle every custoers need4 !+e seating
arrangeents are ade3uate and t+e custoer don?t feel discofort w+ile sitting in t+e
c+airs provided by t+e bank4
7a" Analysis
8no9l#6&# 7a":
:4 Better Services4
74 ,ood )bience4
C4 Least attention paid to sall custoers4
S#$%i'# D#si&n 7a":
:4-o proper service design for custoers4
74 )bsence of &ustoer Defined Service Standards4
S#$%i'# D#li%#$y 7a":
:4 -o consistency in 3uality of service4
74 &ustoer $n3uiry &onstraints4
C4 0nable to atc+ t+e deand at peak +ours4
D4 Probles wit+ Service Interediaries4
Co//!ni'a(ion 7a":
:4 Inade3uate Gori>ontal &ounication4
74 (verproising4
C4 Lack of Integration of 'arketing &ounication4
P#$'#"(ion 7a":
:4 (verproise# 0nder delivery4
74 'ain custoers- &orporate custoers +ence interpretation of a local custoer
varies differently4
;o9 To O%#$'o/# (.# <a$io!s 7a"s
8no9l#6&# 7a":
0se .esearc+# &oplaint analysis# &ustoer forus4
Increase direct interactions between anagers and custoers4
Iprove upward &ounication4
S#$%i'# D#si&n 7a":
Set# &ounicate and reinforce custoer- oriented service standards4
$stablis+ c+allenging and realistic service 3uality goals4
Be receptive to new ways to deliver service 3uality4
S#$%i'# D#li%#$y 7a":
.ecruitent of best eployees4
Develop# train and support eployees4
.eward anagers and eployees4
Co//!ni'a(ion 7a":
Seek input fro operations personnel4
Seek input fro eployees on advertising4
,ain &ounications between sales# operations and custoers4
!iered service options4
P#$'#"(ion 7a":
.eliability
.esponsiveness
)ssurance
$pat+y
!angibles