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Introduction

a. Rationale

The Internship program is an integral part of Masters of Business Administration. This

program created a unique opportunity for me to observe real world business activities, relate

them to my theoretical knowledge to evaluate and analyze them.

Reason I have chosen this topic of “Vehicle Tracking Service” as because I am working with

the product in NITS Service (Pvt.) Ltd for last three years as a Key Account Manager, Sales

and Marketing department. I found this tracking system as an interesting topic as I felt that

this product is an essential part of a vehicle as vehicle monitoring and security service can be

avail by using it. As I am working with this product, by taking this as an internship topic I

will be able to analyze this product more precisely.

If we think the global benefit of this product, I would like to promote its importance by this

internship program. Through its not unknown product now a days, but people will get to

know the detail why and how it’s important of using it.

During my time as an intern at NITS Service (Pvt) Ltd, my day to day activities evoked

around their “Vehicle Tracking Services” - a technology based security service for vehicles

that is becoming popular globally.

I had the opportunity to observe the products, their specifications, basic technology, utility,

business model and service delivery process. I have made an effort to apply my knowledge to

analyze the “non-technological” process and modify that for conversion of time and labor to

value at a higher rate to achieve better return. I used various analytical tools to analyze a live

business model and relevant data and applied my knowledge gained from my courses and

internship to prepare the report. It helped me to analyze on our marketing process and I fund

some issues which we need to modify. After strategic modification better business can be

done.

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b. Objectives

My purpose of this report is to describe various practices of company in dealing with the

clients. Finding out how issues and problems are resolved by the management when I was not

getting any proper solution.

More precisely we can identify the objectives of this report as follows:

1. To observe the customers satisfaction towards the products and services of

Collections & Monitoring Department of NITS Service (Pvt) Ltd.

2. To observe the process of product marketing.

3. To study the services of Monitoring Department of Consumers vehicles security

system.

c. Background

Historical Background: Nitol Niloy Group

From a trading company in early eighties, Nitol-Niloy Group has literally become a

household name in less than twenty years. A dynamic young man Abdul Matlub Ahmad

founded Nitol Motors Ltd. In 1983.

Over the years, it has expanded its activities into different sectors in order to ensure

excellence in service to the customers. Very soon the new company became a major player in

the commercial vehicle market and has been growing ever since. Because of its continuous

diversification, it has shaped itself as a true conglomerate from its original identity as a

transport based organization.

This was the dream of Mr. Abdul Matlub Ahmad, which he had in his student days in Oxford.

With strong support of dedicated management team, he made his dream come true. But like

he says "This is just the beginning of good times, best is yet to come".

With the motto of quality, honesty and efficiency the company in its beginning started with

trading of vehicles. The main thrust of Nitol-Niloy Group comes from, marketing TATA

brand of commercial vehicles in Bangladesh including Buses, trucks, passenger version

pickup trucks, Maxi and construction equipment. Its high sales figure attracted international

companies and in 1989 Nitol Motors Ltd. became the sole distributor of TATA vehicles in

Bangladesh. In 1991 a joint venture company named Nita Company Ltd. was formed

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between TELCO and NITOL for assembly of TATA vehicles in Bangladesh. It commenced

assembly and building body of TATA vehicles, popular in the country for its economy and

excellent value for money, unique pay-as you-earn marketing system and complete after sales

service.

Nitol-Niloy Group has a strong, diversified profile in Bangladesh. It has opted for trading

assembling of vehicles, bus body making, after sales support, transport and aviation services,

financial institutions, manufacturing industries, real state including building of satellite

townships, properties development and sports promotion. The group annual turnover is

estimated to cross taka 500 cores. New enterprise is being implemented. Nitol-Niloy Group is

looking at a new horizon of attainable dreams.

Recently we have launched two concerns started earlier last year and this year which is:

Electronics: Nitol Electronics

Radio Station: Radio Next 93.2fm

About NITS Service (Pvt.) Ltd

NITS Service (Pvt.) Ltd. is the leading vehicle tracking service providing company in our

country. I have done my internship at NITS Service (Pvt.) Ltd. at the marketing department.

This study is the outcome of my three months internship period at NITS Service (Pvt.) Ltd.

I have worked at the marketing department of NITS Service (Pvt.) Ltd. During this period I

was assigned with various types of duties mainly related with the m marketing activities. I

have prepared this study on the topic which was assigned by my academic supervisor. In this

study I have tried to present the information & facts about NITS Service (Pvt.) Ltd. & mainly

about the Vehicle Tracking Service according to the guidelines & details provided to me.

NITS Service (Pvt.) Ltd. is a vehicle tracking service in Bangladesh. It is a symbol of trust,

accuracy, reliability and perfection. They provide location based services using state of the

art technology and we take our work seriously. They have digitized the map of Bangladesh

with abundant landmarks and locations which would be right before your eyes. Their vision

is to become the best at what we are a sophisticated location based service provider in

Bangladesh and gain global recognition therein. Their team of experts is working hard to

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make that happen, and to ensure that everyone get the absolute best service with a constant

smile of confidence in your face. Their pride is their customers who provide them with their

trust, their pride is their employee whose multifaceted skills made their services possible, and

above all, their pride is being Bangladeshi.

They also provide various IT services; develop office automation, customized web solution.

They provide products and services to individuals, small/medium enterprises, and corporate

solutions.

NITS Service (Pvt.) Ltd. established in 2007. It is situated under as a concern of Nitol Niloy

Group in NITOL Centre, Mohakhali. Now it has all most 52,000 clients all over the

Bangladesh. NITS Service (Pvt.) Ltd. is one of the largest vehicles tracking service in

Bangladesh.

Services

About VTS

Vehicle Tracking System is a value added service or Service provided through a GPS

Transponder device installed in a vehicle which enables a vehicle owner or a third party to

track the vehicle’s movement and other activities while both in stationary and running modes.

The system is a convergence of an on board automotive device, wireless communication and

global positioning system (GPS), to track vehicles via digital mapping application and

reporting information system by using a web-interface, mobile phone and/or computer

network.

Our product

Product brand name : Track

Company Registered Name : NITS Service (Pvt.) Ltd.

Mother Company : Nitol-Niloy Group

BTRC License number : BTRC/LL/Vehicle tracking (03) NITS/2009-3,

Dated: 21/06/2009

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Product Origin : Taiwan

Software Development : In house own team

Service Network : Nationwide 12 nos own service network

Company Address &Contacts: NitolCenter (12thFl), 71 Mohakhali C/A

Dhaka-1212, Bangladesh.

sales@nitsbd.com, www.nitsbd.com

Logos

Function of NITS Service (Pvt.) Ltd. Vehicle Tracking service:

Position track

Geo fence:

Fuel Consumption

Over speeds Alert.

Trip Report

Low power Alert.

Voice detection and communicate with driver.

Door lock/ shut down

Engine lock. Etc.

Any Individual user Can installed this device in their Vehicles like--

Private Car

Micro Bus

Pickup

Bus

Truck

Taxi,

Cargo

Berge

etc

Goals

“Actually the goal of the NITS Service (Pvt.) Ltd. is that in future within short time to cover

all vehicles of Bangladesh even in vessels also.

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Activities Undertaken

a. Work Related

1. Finding potential clients using different kinds of sources to sell GPS Tracking System

of NITS Service (PVT) Ltd.:

Sometimes management provides us references of potential clients. Sometimes I used to

search in the internet for large companies who are using fleets for their products. Bank and

other security companies who carry cash is also my potential client. In initial stages I used to

visit door to door, I attend in fair which is related with vehicle and technology service. I also

get sometimes clients from our existing clients as we are providing satisfactory service.      

2. To respond to the clients’ query and present a demo of product:

By visiting client’s office after making appointment over telephone. Most of the time I set

this meeting with the company Chairman or Managing director or Management who are

responsible of the transportation department. I usually submit with financial tariff with

proposal.

I have to describe main advantages of NTrack Tracking System. Like:

User can see a moving target (e.g., a car, a bus, a truck, trailers, a container etc.) Real

time on internet enabled PC/PDA.

User can see group of vehicles together on the same screen with position

automatically being updates in real time.

Works throughout the globe where cellular coverage is available.

Switch off engine/fuel pump in case of theft.

3. Ensure smooth Clients’ dealings:

Keeping random follow up over phone or by follow up visit after demo presentation ensures

the smooth dealings with client.

4. To collect booking money and down payment from the new clients before installation:

If the vehicle amount is bulk, work order is collected before installation to keep the dealings

smooth. And 50% payment is collected as booking money.

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5. To provide the clients the payment schedule:

Payment schedule of client is sometimes subjected to management’s approval. I do this for

avoiding unexpected complicacy in business dealings.

6. To coordinate with Collection and Customer service departments:

For providing smooth and quality services to the clients co ordination is always maintained in

between collection and customer service departments.

7. Taking feedback from clients about after sales service:

I randomly survey if the client have any more feature required from this tracking service or

not. Then we send it to our manufacturer of Taiwan after researching it in research and

development department.

8. Analyzing competitor companies providing Tracking service:

If the competitor company are offering any new feature for the vehicle security, product

pricing issue etc. are analyzed randomly keeping update for updating our product.

9. Recording market / Ad. Responses and providing it to the superior with report:

It is done for further procedure of improvement the product quality.

10. Socializing for sales boost up:

For social awareness I have taken steps promoting our brands by advertising on TV,

newspaper, radio as well. As the mother concern is doing business by selling vehicle, I can

use all the outlet by setting up banner for the security for the vehicle which is huge support

for the marketing if this product.

11. Providing support on occasions of promotional events:

Providing discount offer on occasions are also a part of branding. Like as NITS giving

discount on Eid festival on product price, I send the advertisement in email to my prospective

clients.

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12. To have all relevant knowledge and information about the features planning:

I do visit outside Dhaka sometimes when needed after discussing with our management.

Share the new plan if there is any, or any new feature requirement placed by the client after

correspondence is done.

13. Provide the monthly sales report and necessary promotion plans to ensure 100% of

the assigned target:

Sales meeting is done every weekend and we discuss with all the team relevant with the

product and management as well. Where we discuss about the critical issues we faced and

client complains and requirements.

14. Any other duty given by Authority.

 If management gives any other duty like handle any existing or any prospective client whom

they were handling by own.

b. Organization wide

Organization wide if we explain the work responsibility, we have to do marketing of the

products of NReach Pvt Ltd, Nitol Electronics Ltd, and Radio Next 93.2fm. As it’s under the

same Chief Branch Officer.

Here we have to do marketing of the products of IPTSP which is Internet Protocol Telephony

Service Providing product of NREACH.

Another one concern Nitol Electronics Ltd of Air Conditioner, TV, Freeze, Home appliances

etc where our Brand name is Akashi and Boss.

We have to participate for Radio sponsor hunting works and branding related events done in

Universities, Participated in volunteering for searching Radio Jockey all over the Bangladesh.

c. Other Work Related Activities:

I have done some training which was arranged in house by Human Resource Department of

Nitol Group. Those trainings subject were analyzed and selected by the HR Development

Department after counseling each employee of the company.

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Constraints /Challenges

a. Identified/observed in organization

Time Management Issues in Organization:

If an employee fails to be punctual at office like give his/her attendance after 9.00 am

and after one year punctuality calculation if it’s below 80%, it affects in appraisal.

Sometimes promotion withheld.

Stress Management:

If there is any political issue arises and business goes slow, after the bad time end, it

becomes a stress to manage the full swing business again as too many works comes

together.

Difficulties in Working Outside Dhaka:

As I am only working women out of twelve sales people in Sales and Marketing

Department at NITS working with the product vehicle tracking system, I had to skip

visiting outside Dhaka for meeting prospective corporate clients where I cannot stay

at night as meeting after long way journey cannot be done in a single day long trip.

Because our social environment still cannot accepts a woman will stay outside of

home for work purpose. So I had to forward some prospective clients to my other

male colleagues sometimes. Like some rice mills are in Rajshahi and they have bulk

amount of fleets, but it is quite impossible to complete a meeting in a single day.

Client acceptance a woman worker dealing in business:

I had to go to attend meetings sometimes in rural places for completion of sales

support. Like truck stand, factory of a company, though I was not uncomfortable with

it, but concern person of these area like transport managers or relevant with this

business are still not prepared their mind to discuss business issues with an woman as

they thinks women are only suitable for house related works.

Many of the analysis on the obtained data are based upon my own

interpretation:

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This result might bring some biases, as lack of knowledge and depth of understanding

might hinder me to produce an absolute authentic and meaningful report.

Time constraint was another limitation restricting this report from being more

detailed or analytical:

The Relationship Mangers at the operation or strategic level of the concerned

department are awfully busy with meeting their targets. So, it was very difficult for

me to get them free and obtain some practical ideas regarding their expectations and

opportunities regarding my topic.

b. Missing Knowledge

I have faced some issues which I did not learned in theoretical part earlier as theory and

practical work is not same all time. Like sometimes when I attend some meeting for

presenting our product demo, and client wanted to make an instant decision on purchasing

our product, but did tough price negotiation, I had to take decisions without any preparation.

So this was a tough part of my work as my management has already given me a marginal

range of pricing, if I want to reduce that I had to contact him before finalizing the deal.

c. Academic PreparationAfter analyzing my work period with this product, I can feel to work with the pricing issue of

the product as it’s a required security product and competitive market survival issue is

important though this company is serving the best service.

So if I had some academic preparation I could have solved these issues easily.

In this case, I felt that if any workshop was arranged in university and if university authority

can arrange by bringing top management person from a top level company for training

session it could have an additional experience which I could use in my workplace.

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Lessons Learned from the Internship Program

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I have learned some issues during my Internship period:

Time Management :

From this Internship program I have learned how to manage the timing for completion

of a task.

Stress Management:

Learned how to manage the stress of work when workload is too high. Or multiple

tasks have to finish in a limited time.

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Concluding Statements

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a. Summary

Their marketing policy is not very different from other but they always try find out their

customers want .Most of the time they use internet to communicate with their customers.

They always try to prove that they are only one company who can provide minimum price all

products which use in transport. NITS has a powerful customer department who always give

24/7 customer service and they always try to make a good relation with their customers

satisfaction .This department head always communicate with marketing department head

because to provide a good customers service. The officers use mobile phone holding with

hands. That creates a difficulty when dealing with clients on phone and typing on the

keyboard at the same time to update database. This problem creates an uncomfortable

working experience for the officer doing four or three acts at the same time. Even call records

are difficult to keep in this way. A clear follow-up procedure - complete with scripting and

target dates for follow-up calls - is a surprisingly easy solution. Making sure it actually

happens is the bigger challenge. NITS need to build in a reporting mechanism to ensure it

does.

b. Suggestion

Interns should earn the following abilities to perform as an intern in the marketing department

and becoming a permanent officer of multinational company:

For time management while working in a big project, I need to make a draft of my

plan first and share the plan with the management so that if there is any correction or

advise, management will be able to correct it.

If I will be able to make a plan earlier, stress will be less.

Increasing Women worker in company:

Increasing women worker in company will decrease gender discrimination.

1References:

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NITS Service (Pvt.)Ltd., www.nitsbd.com,

www.nitolniloy.com.bd