Case Study on ICICI Bank 203
IMPLEMENTATION OF MANAGEMENT INFORMATION SYSTEM (MIS)
Table 12.3 shows the MIS design template. The table shows metrics to be measured, their defi nition, the
role as to who would be responsible for publishing the metrics, the tool that will be used for collecting
data and the periodicity with which the metrics will be published.
Table 12.3 Summary of MIS implementation
Serial
Number
Metrics Numerator/Denominator Data
Collector
Tool
Publisher Period-
icity
1 Increase in
revenue
Percentage increase in revenue
Average revenue
System Chief
fi nancial
offi cer
(CFO)
Quarterly
2 Increased
market
share
Percentage change in revenue
Total increase in banking industry
System CFO Quarterly
3 Customer
satisfaction
Percentage reduction in number of complaints
Average number of complaints
Surveys Customer
Relation-
ship
Manage-
ment (CRM)
Semi-
annually
4 Number
of part-
nerships
and joint
ventures
Percentage increase in partnerships
Average number of new partnerships
System Enterprise
resource
planning
(ERP)
department
Annually
5 Brand
image
Top-of-mind approach Surveys CRM Annually
6 Data
integration
Percentage reduction in number of data entries
Average number of data entries
System IT
department
Monthly
7 Skill
upgrades
Percentage increase in number of employees
successfully undergoing training programmes
Average number of employees
undergoing training programmes
Training
system
Human
resources
department
Annually
8 Increase in
information
collection
Percentage increase in
information volume collection
Volume of information collected
System IT
department
Weekly
9 New
schemes
introduction
Percentage increase in number of new schemes
Average number of new schemes
System Vice
president,
marketing
Yearly
10 New
geographic
areas
covered
Percentage increase in domestic and global
coverage
Infor-
mation
system
CIO Quarterly
(Continued…)
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204 Case Studies in Strategic Management
Serial
Number
Metrics Numerator/Denominator Data
Collector
Tool
Publisher Period-
icity
11 New
customer
segments
reached
Percentage increase in customers in new
segments
Infor-
mation
system
Business
head,
product
line
Half
yearly
12 Increased
ROIs
Incremental revenues
Incremental investment in assets
Tech-
nology
utilization
assess-
ment
report
Chief
technology
offi cer
(CTO)
Yearly
13 Better
customer
needs
assessment
BI improvement BI s/w CTO Half
yearly
14 Faster
demand
response
Percentage decrease in new product
introduction time
Marketing
MIS
Marketing
head
Half
yearly
An MIS is a system or process that provides the information necessary to manage an organization
effectively. MIS and the information it generates are generally considered essential for making prudent
and reasonable business decisions.
An institution’s MIS is designed to achieve the following goals:
■ Enhance communication among employees.
■ Deliver complex material throughout the institution.
■ Provide an objective system for recording and aggregating information.
■ Reduce expenses related to labour-intensive manual activities.
■ Support the organization’s strategic goals and direction.
ICICI Bank’s MIS should focus on the following aspects:
Increase in revenue : It helps the company to know the sources of its revenues (bottom line or top
line), whether targets are being met, where the company is lagging and the profi table product lines
and customer segments.
Customer satisfaction : It helps the company to know how effectively customer complaints are
being handled.
Data integration : It helps in determining the reduction in redundant transaction entries, which is
a measure of the success of IT implementation.
New schemes introduction : It helps the top management to keep track of the success of new
schemes, the associated costs and the revenues accrued and to make decisions accordingly.
Table 12.3
(…Continued)
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