An analysis and critic view of the service delivery of the organization in alignment with the service delivery or service excellence literature will also be portrayed. At the end an evaluation of what is being learnt from the organization will serve as a conclusion.
In accordance with the requirements of the paper the service and the service organization undertaken for this study is a banking service organization in India called "ICICI Bank" Here is a brief outlook on the organization.
"ICICI Bank is India's second-largest bank with total assets of Rs. 3,744.10 billion (US$ 77 billion) at December 31, 2008 and profit after tax Rs. 30.14 billion for the nine months ended December 31, 2008. The Bank has a network of 1,420 branches and about 4,644 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in 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. Our UK subsidiary has established branches in Belgium and Germany." (ICICI bank online)
History of ICICI bank
"ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE." (ICICI bank Online)
Literature - Service delivery /Service excellence : Service delivery and excellence in service is the key word for organizations involved in the service industry. In the book of "Service operations Management: Improving service delivery" Service delivery is explained as "understanding the needs of our customers, managing the process that delivers services, ensuring our objectives are met, while also paying attention to the continual improvement of our services." The book also defines service from the customer's perspective by saying, "service is the combinations of the customers' experience and their perception of the outcome of the