PROJECT REPORT

ON

“Customer satisfaction with respect to “Intrm solutions”

Submitted in the Partial fulfillment of the requirement of Bachelor of

Business Administration course of Guru Gobind Singh Indraprastha

University

By

MANDEEP NEGI

Enrollment No.-03450601713, Session-2013-2016, Semester –5th

Under the guidance of

Dr. Meenakshi Kaushik

New Delhi Institute of Management

Tughlakabad Institutional Area, New Delhi - 62

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ACKNOWLEDGEMENT

I would like to offer my sincere gratitude to various people, who directly or indirectly

contributed in the development of this work and who influenced my thinking, behavior, and

acts during the course of study.

I am indebted to Dr.Meenakshi Kaushik Faculty, and NDIM for his support, co-operation

and motivation provided to me during the study. Many others had a direct or indirect by no

means negligible contribution in the completion of the project.

The project has been a learning experience for me and would not have been possible without

the support and guidance of the above mentioned people. Needless to say, I alone remain

responsible for any errors that might have crept into the pages, despite of my best possible

effort to avoid them.

MANDEEP NEGI

BBA (5th SEM)

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DECLARATION

I, MANDEEP NEGI hereby declare that the project work entitled “CUSTOMER

SATISFACTION WITH RESPECT TO INTRM SOLUTIONS”.submitted to New Delhi

Institute of Management, New Delhi, is a record of an original work done by me under the

guidance of DR. MEENAKSHI KAUSHIK Faculty, New Delhi Institute of Management,

New Delhi, and this project work has not performed the basis for the award of any degree or

diploma and similar project if any.

Place: MANDEEP NEGI

Date: 03450601713

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CERTIFICATE

This is to certified that the project titled “CUSTOMER SATISFACTION WITH

RESPECT TO INTRM SOLUTION” submitted by MANDEEP NEGI to New Delhi

Institute of Management in Partial fulfillment of requirement for the award of the BBA.

Degree in an original piece of work carried out under my guidance and may be submitted for

evaluation.

The assistance rendered during the study has been duly acknowledged.

No part of this has ever been submitted for any other degree.

Place: Dr.Meenakshi Kaushik

Date: (Faculty Guide)

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TABLE OF CONTENTS

S.No. CONTENTS PAGE NO.

Chapter 1 Introduction and nature of job assigned

Chapter 2 Industry overview

2.1 Past, present and future trends

2.2 Major Players and their respective market share

Chapter 3 Company profile

3.1 History

3.2 Vision, Mission and objectives of the company

3.3 Organizational structure/Management hierarchy

3.4 Products and services offered

3.5 Future plans

Chapter 4 Job Description

4.1 Job description statement

4.2 Detailed Job Profile

4.3 Area Assigned

4.4 Target Assigned

4.5 Week to week on job experience

Chapter 5 Findings about the company and analysis

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5.1 Future growth prospects Major findings

5.2 Future growth prospects

Chapter 6 Difficulties faced and major limitations

Chapter 7 Conclusion and suggestions Annexures

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CHAPTER-1

INTRODUCTION

AND

NATURE OF JOB ASSIGNED

INTRODUCTION AND NATURE OF JOB ASSIGNED

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Introduction:

InTRM Solutions Pvt. Ltd, co-founded by highly experienced Industry professionals is headquartered in New Delhi India, is a fastest growing solution provider in the field of Education, IT, Consulting and Event Management. We have continuously expanded our operation and currently operate in all major cities of India. With efforts of a strong team of committed, dedicated and highly trained technical experts and state of the art Technological infrastructure, we provide quality services to meet the over evolving need of our clients, directly and through our business partners. Combining award winning experiences, professional expertise, and innovative initiatives, our group provides customers with relevant products and quality services.

We carry business associates in one side to jointly work hand in hand ensuring customers’ needs are catered up to their satisfaction combining local flavor and principal support. On the other side we have partnered with global technology venders to disseminate the knowledge flow from top of the ladder to bottom.

The main objective of these companies are to provide the best services to their customer in low cost with their competitor. They offer more value added service in marginal cost. Occasionally they give some offers for the benefit of the customers and retailer and distributor. 

The whole summer internship with inTRM Solutions Pvt. Ltd. has been full of learning and sense of contribution towards the organization. In this project the great emphasis is given to the customer minds in respect to preferring the needs and wants of the customer is taken into consideration.

According to the study of the markets, it is being observed that there are many players available in the markets and some of them are really doing well. The needs and wants of the client taken into consideration.

 I hope according to the market study, New Delhi is one of the potential markets for the telecom service because a single person uses many phone numbers to attend the multiple calls of customers.

Market Mapping is a distinct, well-codified methodology for organizations seeking to align their marketing strategies and processes and/or product development priorities more closely with the problems that customers need to solve most urgently.

It is particularly well suited to situations in which the primary mode of product or service distribution is via indirect channels (e.g., distributors, value-added resellers, retail, etc.).

Market Mapping integrates the best of three generalized approaches to marketing process improvement. Its explicit objective is to generate organizational momentum for specific change, while avoiding the pitfalls to which each approach alone can be vulnerable:

1) Introspective marketing process mapping and product feature/function analysis can provide an essential baseline of information and insight. By itself, however, this approach lacks traction in confronting and examining managerial bias and does not provide the collective ‘reality check’ of fresh, direct customer input.

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2) In-depth market research—on its own—is often rejected, marginalized, or Ignored when it conflicts with managers’ trusted “mental models” of customerneeds and market dynamics. It can also fail in accurately identifying customers’ deepest problems and the alternative solutions and strategies they employ to solve them.

3) Facilitated executive brainstorming, strategy, and decision-making workshops,while valuable in context, can easily float off into feel-good fantasy, or devolveinto political infighting among product, function, or other organizational “silos.”

Such sessions tend to be useful only when ventilated by plenty of new data onboth internal processes and external realities.

Market Mapping has been applied for over a decade across a range of industries including life sciences, financial services, high tech manufacturing, and consumer products. It typically includes the following steps (adjustable to fit specific client requirements):

• Broad examination of current marketing processes; collection of internal data on product features and product line scope; analysis of current market positioning,competition, and effectiveness of recent marketing campaigns.

• Executive brainstorming workshop(s) to generate hypotheses (often by marketsegment) about customer problems, perceived alternative solutions, and Compellingly differentiating attributes that customer’s desire.

• In-depth semi-quantitative market input to test specific hypotheses.

• Market Mapping workshop to examine hypotheses in light of market input.

• Decision-making workshop(s) to further assimilate data and to make choicesabout what to change in the marketing mix and how to go about it.

Why Would You Create a Market Map?

1. Figure out What to Hire Next

Do you know exactly what role you’ll hire next? Do you even know if you can afford the role? Getting an understanding of how your (often larger) competitors structure their companies will give you a vision for your own future. It’s valuable to know how much you need to pay a top-level Marketing Manager, so that you can decide to quit outsourcing at the right time. You can also figure out job titles and whether you need a Head of Growth because “HoG” is a cool acronym (to pull a random example out of the air.

If you’re right at the cusp of growing into a larger organization, knowing the set up of your larger competitors will help you see your own next step. Perhaps your #1 Competitor has a marketing team of five & you like their setup. You can use a market map outlining roles and showing how each one contributes to your company’s success to convince your team of the value in adding a person to your team.

2. Identify & Attract High Quality Passive Candidates

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Of course, the core reason you put together a Market Map is to begin attracting high quality candidates to an open role (otherwise, why do it at all, right?). A market map allows you to approach candidates directly, confident that your role will be of interest and in the right salary ballpark.

For example, one recruitment organization put an executive marketing position for a well-known brand on the major job role sites – an exciting opportunity – but didn’t receive any quality leads. However, because they had a market map already developed, they knew who to contact. When asked, many of the candidates who eventually were contacted & interviewed, they said they had seen the job role but didn’t apply. They needed encouragement, an invitation, to join. This is the difference that Market Mapping can make in your recruitment processes.

3. Keep Tabs on People You Meet

It’s possible that the recent grad you met at networking drinks last Friday will be the right person to take over your marketing functions in two years time. The fact that you remember meeting them two years prior and can congratulate them on their career ascension stands you in good stead of landing them for your role. Keeping a map of people you know who may be useful to your company in the future can be useful in many different settings.

How Do You Create a Market Map?

Market Mapping is typically a term only used in larger companies because it used to take significant resources to build up a comprehensive and useful market map. As with everything though, times they are a-changing! Social networks like LinkedIn and anonymous information sharing websites now allow anyone to put together a simple market map.

1. Identify Your Competitors

The more market map sources you have, the more time it will take to put together and maintain. ID who your competitors are, specifically focusing on those who represent what you would like to be like in a few years. ID companies that house employees with the skills you want in your own team someday. Include a smattering of different sized orgs so that you can figure out a general pathway from small to big.

2. Decide What Information You Need to Know

You’ll get the best value from your time by focusing your market map on the areas most helpful to you. Don’t try to map every employee of each of your competitors. What’s the first role you think you want to hire? Focus on just this role across all of your competitors and perhaps the roles immediately around it.

3. Research the Roles and Folks Who Have Them

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LinkedIn has made market mapping significantly easier. Now you can get a rough idea of the roles of your competitors and who is filling the functions in those roles with just a few minutes of searching. Put these into a spreadsheet or a mapping software – somewhere you can save the info and access it later down the track.

4. Get Additional Information

You can even check out how much people in roles like the ones you’re thinking about are earning with Glassdoor.com or by checking out the roles posted on AngelList. Even if they don’t list your exact competitors, chances are that a similar role will be on one of those sites and you can assign a probable salary to future candidates.

Once you gather all this information, you should have a pretty good idea of what roles you need to hire, what your competitors are doing, what potential candidates look like, and how much money you’ll need to pay. This information will make it easier for you to figure out whether you need to staff up the roles you’re thinking about and whether you can afford it.

Even if you don’t want to dedicate the resources to building a comprehensive market map across a particular section of your industry, it’s a good idea to start compiling a list of people you meet or come across that may assist you in the future. You never know when the information you have gathered will be useful!

JOB ASSIGNED :

The nature of the Job assigned was very challenging and Flexible. The flexible nature of the job has provided me the platform to learn. I was in to marketing department of the company and my basic profile was to solve the queries of the consumer regarding the product and services. The job profile was also observatory in nature and it consists an important element of reporting too.

The job assigned to me as a summer trainee was full of learning. Though it was of basic in nature but was very interesting and challenging.

To work with marketing consultants to understand their career path To find out details related to career path of a marketing consultants To conduct personal interview and discussion with various employees To prepare questionnaire and find out details for questionnaire from various

employees

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CHAPTER - 2

INDUSTRY OVERVIEW

Industry overview

The service sector consists of the "soft" parts of the economy, i.e. activities where people offer their knowledge and time to improve productivity, performance, potential, and

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sustainability, what is termed affective labor. The basic characteristic of this sector is the production of services instead of end products. Services (also known as "intangible goods") include attention, advice, access, experience, and discussion. The production of information is generally also regarded as a service, but some economists now attribute it to a fourth sector, the quaternary sector.

The tertiary sector of industry involves the provision of services to other businesses as well as final consumers. Services may involve the transport, distribution and sale of goods from producer to a consumer, as may happen in wholesaling and retailing, or may involve the provision of a service, such as in pest control or entertainment. The goods may be transformed in the process of providing the service, as happens in the restaurant industry. However, the focus is on people interacting with people and serving the customer rather than transforming physical goods. The major growth in this sector also involves the transfer of funds from the governmental to the contractual profit, non-profit and hybrid sectors of the economy. Anticipated growth in the category of "personal care aides" or "home care aides" will involve increase to 1,468,000 and 1,723,900, respectively. For the last 100 years, there has been a substantial shift from the primary and secondary sectors to the tertiary sector in industrialized countries. This shift is called tertarisation. The tertiary sector is now the largest sector of the economy in the Western world, and is also the fastest-growing sector. In examining the growth of the service sector in the early Nineties, the globalist Kenichi Ohmae noted that:

In the United States 70 percent of the workforce works in the service sector; in Japan, 60 percent, and in Taiwan, 50 percent. These are not necessarily busboys and live-in maids. Many of them are in the professional category. They are earning as much as manufacturing workers, and often more.Also known as the tertiary sector, the development of a country's services sector is an indicator of its economic development. India's services sector is a vital component of its economy, as it presently accounts for around 60 per cent of its gross domestic product (GDP). It has matured considerably during the last few years and has been globally recognized for its high growth and development.The growth in the services sector in India is expected to be around 5.6 per cent in FY 15 owing, particularly, to the growth in the IT sector. The services sector in India comprises a wide range of activities, including trading, transportation, communication, financial, real estate and business services, and community, social and personal services.

Education Industry:

1. Forecasts for Growth in the Education Industry: Silber, Jeffrey. (2012). Equity Research: Education and Training. BMO Capital Markets Report.

This report anticipates long-term favorable trends in all sectors of the education industry. Growth in the for-profit education sector has slowed, but is expected to grow in revenue by 4.1 percent annually for the next five years, and continue to outpace not-for-profit peers. Technology and results-oriented services are thought to be engines of growth across the industry. Key growth drivers and risks in each industry section (child care, K-12, postsecondary, corporate training) are presented and analyzed. The authors find that the recession depressed demand for private childcare, K-12 and corporate training services, while post-secondary organizations benefitted. Important education legislation is slated for reauthorization in the coming years, but the forecast is contingent on both Congressional and Presidential election results. The report includes a side-by-side comparison of each Presidential candidate’s stance on issues impacting for-profit education providers. .

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2. Education Sector Fact book 2012: GSV Asset Management. (2012). Education Sector Fact book 2012.This fact book presents relevant data on a wide array of education topics in tables, maps, graphs and other visualizations. Chapters include Global Data, U.S. Data, Distance and Online Learning, Market Statistics, and Industry Leaders. Particular subsections of interest within U.S. Data include K-12, Charter Schools, and Post-Secondary. As an example of the potentially useful facts within, the Market Statistics chapter includes a graph of venture capital investments in education technology companies, which increased from approximately $150 million in 2002 to $400 million in 2011. 

3. Facts and Forecast for the Education Revolution: GSV Asset Management. (2012). American Revolution 2.0: How Education Innovation is Going to Revitalize American and Transform the U.S. Economy.This report argues that by embracing education reform, driven by technology and accountability, and aimed at increasing economic return on education (ROE) and knowledge as a currency (KNAAC), America can remain the political and economic leader of the world. This comprehensive report provides statistics and facts on the current state of various education sectors in comparison to international competitors, and argues that increasing economic inequality marks the failures of our educational system to create the skilled workforce employers demand. GSV highlights many technologies, organizations, and trends as signs of the education revolution underway, including Teach For America, charter schools, for-profit universities, and online learning platforms. Profiles of influential and innovative education organizations are spread throughout the report. The report argues that for-profit vs. non-profit organizational structure should not be a concern if our focus is on outcomes, and that the best investment opportunities in the growing education market are determined by the “4 Ps: People, Product, Potential and Predictability.” Management Consultancy:

Management consulting, the practice of helping organizations to improve their performance, operates primarily through the analysis of existing organizational problems and the development of plans for improvement. Organizations may draw upon the services of management consultants for a number of reasons, including gaining external (and presumably objective) advice and access to the consultants' specialized expertise.

As a result of their exposure to and relationships with numerous organizations, consulting firms are also said to be aware of industry "best practices", although the specific nature of situations under consideration may limit the transferability of such practices from one organization to another.

Consultancies may also provide organizational change management assistance, development of coaching skills, process analysis, technology implementation, strategy development, or operational improvement services. Management consultants often bring their own proprietary methodologies or frameworks to guide the identification of problems and to serve as the basis for recommendations for more effective or efficient ways of performing work tasks.

History:

Management consulting grew with the rise of management as a unique field of study. The first management consulting firm was Arthur D. Little Inc., founded in 1886 as a partnership, and later incorporated in 1909.Though Arthur D. Little later became a general management

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consultancy, it originally specialized in technical research.

As Arthur D. Little focused on technical research for the first few years, probably the first real management consulting organization was that started by Frederick Winslow Taylor, who in 1893 opened an independent consulting practice in Philadelphia. His business card read "Consulting Engineer - Systematizing Shop Management and Manufacturing Costs a Specialty". By inventing Scientific Management, also known as Taylor's method, Frederick Winslow Taylor invented the first method of organizing work, spawning the careers of many more management consultants. One of Taylor's early collaborators, Morris Llewellyn Cooke, for example, opened his own management consultancy in 1905. Taylor's method was used worldwide until industry switched to a method invented by W. Edwards Deming.

Booz Allen Hamilton was founded by Edwin G. Booz, a graduate of the Kellogg School of Management at Northwestern University, in 1914 as a management consultancy and the first to serve both industry and government clients. In 1926, James O. McKinsey, professor of Managerial Accounting at the University of Chicago Booth School of Business, founded McKinsey.

The initial period of growth in the consulting industry was triggered by the Glass-Steagall Banking Act in the 1930s, and was driven by demand for advice on finance, strategy, and organization. From the 1950s onwards consultancies not only expanded their activities considerably in the United States but also opened offices in Europe and later in Asia and South America. After World War II, a number of new management consulting firms formed, bringing a rigorous analytical approach to the study of management and strategy. Work carried out at McKinsey, Boston Consulting Group, AT Kearney, Booz Allen Hamilton, and the Harvard Business Schoolduring the 1960s and 1970s developed the tools and approaches that would define the new field of strategic management, setting the groundwork for many consulting firms to follow. In 1983, Harvard Business School's influence on the industry continued with the founding of the now defunct Monitor Group by six professors.

The industry experienced significant growth in the 1980s and 1990s, gaining considerable importance in relation to national gross domestic product. In 1980 there were only five consulting firms with more than 1,000 consultants worldwide, whereas by the 1990s there were more than thirty firms of this size.

An earlier wave of growth in the early 1980s was driven by demand for strategy and organization consultancies. The wave of growth in the 1990s was driven by both strategy and information technology advice. In the second half of the 1980s the big accounting firms entered the IT consulting segment. The then Big Eight, now Big Four, accounting firms (PricewaterhouseCoopers; KPMG; Ernst & Young; Deloitte Touche Tohmatsu) had always offered advice in addition to their traditional services, but from the late 1980s onwards these activities became increasingly important in relation to the maturing market of accounting and auditing. By the mid-1990s these firms had outgrown those service providers focusing on corporate strategy and organization. While three of the Big Four legally divided the different service lines after the Enron scandals and the ensuing breakdown of Arthur Andersen, they are now back in the consulting business.

The industry stagnated in 2001 before recovering after 2003, with a current trend towards a clearer segmentation of management consulting firms. In recent years, management consulting firms actively recruit top graduates from Ivy League universities, Rhodes Scholars, and students from top MBA programs.

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Function:

The functions of consulting services are commonly broken down into eight task categories. Consultants can function as bridges for information and knowledge, and that external consultants can provide these bridging services more economically than client firms themselves

Marvin Bower, McKinsey's long-term director, has mentioned the benefits of a consultant's externality, that they have varied experience outside the client company

Consultants have specialised skills on tasks that would involve high internal coordination costs for clients, such as organization-wide changes or the implementation of information technology. In addition, because of economies of scale, their focus and experience in gathering information worldwide and across industries renders their information search less costly than for clients.

Approaches:

In general, various approaches to consulting can be thought of as lying somewhere along a continuum, with an 'expert' or prescriptive approach at one end, and a facilitative approach at the other. In the expert approach, the consultant takes the role of expert, and provides expert advice or assistance to the client, with, compared to the facilitative approach, less input from, and less collaboration with the client(s). With a facilitative approach, the consultant focuses less on specific or technical expert knowledge, and more on the process of consultation itself. Because of this focus on process, a facilitative approach is also often referred to as 'process consulting,' with Edgar Schein being considered the best-known practitioner. The consulting firms listed above are closer toward the expert approach of this continuum.

Many consulting firms are organized in a structured matrix, where one 'axis' describes a business function or type of consulting: for example, strategy, operations, technology, executive leadership, process improvement, talent management, sales, etc. The second axis is an industry focus: for example, oil and gas, retail, automotive. Together, these form a matrix, with consultants occupying one or more 'cells' in the matrix. For example, one consultant may specialize in operations for the retail industry, and another may focus on process improvement in the downstream oil and gas industry.

Specialization:

Management consulting refers generally to the provision of business services, but there are numerous specialties, such as information technology consulting, human resource consulting, virtual management consulting and others, many of which overlap, and most of which are offered by the larger diversified consultancies. So-called "boutique" consultancies, however, are smaller organizations focusing upon a few of such specialties.

The 1990s saw an increase in what has been termed a 'future-based' approach. This emphasised language and alignment of people within an organization to a common vision of the future of the organization, as set out in the book "Three Laws of Performance". The essential concept here was that the way people perform is seen to correlate to the way that world occurs for them, and that future-based language could alter the way the future actually occurs for them. These principles were increasingly employed in organizations that had experienced a market transition or a merger requiring the blending of two corporate cultures. However, towards the end of the 1990s the approach declined due to a perception that the concept outlined in this book did not in practice offer added value to organizations.

Current state of the industry:

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Management consulting has grown quickly, with growth rates of the industry exceeding 20% in the 1980s and 1990s As a business service, consulting remains highly cyclical and linked to overall economic conditions. The consulting industry shrank during the 2001-2003 period, but grew steadily until the recent economic downturn in 2009. Since then the market has stabilised.

Currently, there are three main types of consulting firms. Large, diversified organizations, Medium-sized management consultancies and boutique firms that have focused areas of consulting expertise in specific industries, functional areas, technologies, or regions of the world.

Revenue model:

Traditionally, the consulting industry charged on a time and materials basis, billing for staff consultants based upon the hours worked plus out-of-pocket expenses such as travel costs. During the late 1990s and early 2000s, there was a shift to more results-based pricing, either with fixed bids for defined deliverables or some form of results-based pricing in which the firm would be paid a fraction of the value delivered. The current trend seems to favor a hybrid with components of fixed pricing and risk-sharing by both the consulting firm and client

Trends:

The use of management consultancy is becoming more prevalent in non-business fields including the public sector; as the need for professional and specialist support grows, other industries such as government, quasi-government and not-for-profit agencies are turning to the same managerial principles which have helped the private sector for years.

An industry structural trend which arose in the early part of the 21st century was the spin-off or separation of the consulting and accounting units of the large diversified professional advisory firms most notably Deloitte, Ernst & Young, PwC and KPMG. For these firms, which began operation as accounting and audit firms, management consulting was a new extension to their organization. But after a number of highly publicised scandals over accounting practices, such as the Enron scandal, these firms began divestiture of their management-consulting units, to more easily comply with the tighter regulatory scrutiny that followed. In some parts of the world, this trend is now being reversed where the firms are rapidly rebuilding their management consulting arms, as their corporate websites clearly demonstrate.

Rise of internal corporate consulting groups:

Added to these approaches are corporations that set up their own internal consulting groups, hiring internal management consultants either from within the corporation or from external firms' employees. Many corporations have internal groups of as many as 25 to 30 full-time consultants.

Internal consulting groups are often formed around a number of practice areas, commonly including: organizational development, process management, information technology, design services, training, and development.

Advantages:

There are several potential benefits to employing internal consultants:

If properly managed and empowered, internal consulting groups evaluate engagement on

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projects in light of the corporation's strategic and tactical objectives. Often, the internal consultant requires less ramp up time on a project due to familiarity with

the corporation, and is able to guide a project through to implementation — a step that would often be too costly if an external consultant were used.

Internal relationship provides opportunities to keep certain corporate information private. It is likely that the time and materials cost of internal consultants is significantly less than

external consultants operating in the same capacity. Internal consulting positions can be used to recruit and develop potential senior managers of

the organization.

Note: Corporations need to be conscious of and consistent with how internal consultant costs are accounted for on both a project and organizational level to evaluate cost effectiveness.

Internal consultants may be specifically suited to either:

1. Lead external consulting project teams, or2. Act as organizational subject matter experts ‘embedded’ with external consulting teams

under the direction of organizational management.

A group of internal consultants can closely monitor and work with external consulting firms. This would ensure better delivery, quality, and overall operating relationships.

External firms providing consulting services have a dichotomy in priority. The health of the external firm is in aggregate more important than that of their client (though of course the health of their client can have a direct impact on their own health).

Disadvantages:

The internal consultant may not bring the objectivity to the consulting relationship that an external firm can.

An internal consultant also may not bring to the table best practices from other corporations. A way to mitigate this issue is to recruit experience into the group and/or proactively provide diverse training to internal consultants.

Internal consultants may face corporate politics just as any group in an organization. Where the consulting industry is strong and consulting compensation high, it can be difficult

to recruit candidates. It is often difficult to accurately measure the true costs and benefits of an internal consulting

group. When financial times get tough, internal consulting groups that have not effectively

demonstrated economic value (costs vs. benefits) are likely to face size reductions or reassignment.

Internal consultants are employees themselves, thus do not question their own job.

Government consultants:

The use of management consulting in governments is widespread in many countries but can be subject to misunderstandings and resultant controversy.

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India

In India, NABARD Consultancy Services (NABCONS) provides consultancy services in the field of agriculture, rural development and management. It is the wholly owned subsidiary of National Bank for Agriculture and Rural Development (NABARD)which is the apex bank of the country with regard to agriculture and rural development. NABARD is owned by Government of India and Reserve Bank of India. Agriculture Finance Corporation Limited provides consultancy mainly to governments and related institutions.

Manpower Outsourcing Industry

In business, outsourcing is the contracting out of a business process to another party. The term "outsourcing" became popular in the United States near the turn of the 21st century. Outsourcing sometimes involves transferring employees and assets from one firm to another, but not always. Outsourcing is also used to describe the practice of handing over control of public services to for-profit corporations.

Outsourcing includes both foreign and domestic contracting, and sometimes includes offshoring or relocating a business function to another country. Financial savings from lower international labor rates is a big motivation for outsourcing/offshoring.

The opposite of outsourcing is called insourcing, which entails bringing processes handled by third-party firms in-house, and is sometimes accomplished via vertical integration. However, a business can provide a contract service to another business without necessarily insourcing that business process.

Overview

Two organizations may enter into a contractual agreement involving an exchange of services and payments. Outsourcing is said to help firms to perform well in their core competencies and mitigate shortage of skill or expertise in the areas where they want to outsource.

In the early 21st century, businesses increasingly outsourced to suppliers outside their own country, sometimes referred to as offshoring or offshore outsourcing. Several related terms have emerged to refer to various aspects of the complex relationship between economic organizations or networks, such as nearshoring,crowdsourcing, multisourcing and strategic outsourcing.

Outsourcing can offer greater budget flexibility and control. Outsourcing lets organizations pay for only the services they need, when they need them. It also reduces the need to hire and train specialized staff, brings in fresh engineering expertise, and reduces capital and operating expenses.

One of the biggest changes in the early 21st century came from the growth of groups of people using online technologies to use outsourcing as a way to build a viable service delivery business that can be run from virtually anywhere in the world. The preferential contract rates that can be obtained by temporarily employing experts in specific areas to deliver elements of a project purely online means that there is a growing number of small businesses that operate entirely online using offshore contractors to deliver the work before repackaging it to deliver to the end user. One common area where this business model thrives is in providing website creation, analysis and marketing services. All elements can be done remotely and delivered digitally, and

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service providers can leverage the scale and economy of outsourcing to deliver high-value services at reduced end-customer prices.

Reasons for outsourcing

Companies primarily outsource to avoid certain costs - such as peripheral or "non-core" business expenses, high taxes, high energy costs, excessive government regulation/mandates, production and labor costs. The incentive to outsource may be greater for U.S. companies due to unusually high corporate taxes and mandated benefits, like social security, Medicare, and safety protection (OSHA regulations). At the same time, it appears U.S. companies do not outsource to reduce executive or managerial costs. For instance, executive pay in the United States in 2007 was more than 400 times more than average workers—a gap 20 times bigger than it was in 1965. In 2011, twenty-six of the largest US corporations paid more to CEO's than they paid in federal taxes Such statistics imply that the reason companies outsource is not to avoid costs in general but to avoid specific types of costs.

Major Players

Jetking Infotrain:

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TypePublic

Industry IT education

Founded 1947

Founders Late Mr. G P. Bharwani

Headquarters Mumbai, India

Key people Suresh G Bharwani, Chairman & Managing Director

Nandu G Bharwani, Joint Managing Director

Services IT Education and training solutions

Employees Approx 2,000

Website jetking.com

 Jetking Infotrain are India’s foremost computer hardware and networking Institute. Founded in 1947 as an electronics manufacturing and training company. Jetking Infotrain have evolved into a leading IT and IMS training institute. Jetking Infotrain recognized the rapidly changing IT landscape in India and have innovated our teaching and courses over the years. Jetking, are committed to creating globally competent IT professionals through our innovative teaching methods, advanced courses, exceptional faculty and thought leadership in IT education. Jetking Infotrain training and best practices are bench marked along international lines. Jetking Infotrain are grounded by the foundation and values of our past but are youthful and progressive in present and will continue in the future . All endeavors at Jetking are to create opportunities for our students, employees, business partners to lead a better life.

Enjoying a leadership position in the IT and IMS training sector, Jetking Infotrain trained more than 6,00,000 students who are constantly driving growth in the IT sector in India and abroad. With our promise of 100% job guarantee across all our 100 centers across India, we are committed to a better life for our students, franchisees, recruiters and investors.

NIIT

NIIT Limited

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Be more ambitious.

Type Public

Industry For-profit education

Founded 1981

Founders Rajendra S. PawarVijay K. Thadani

Headquarters Gurgaon, India

Key people Rajendra Singh Pawar (Chairman & MD)Vijay Kumar Thadani (CEO)

Services Education and training solutions

Revenue 708 crore (US$110 million) (2013)

Employees 3,324 (2013)[

NIIT Limited is an Indian company based in Gurgaon, India that operates several for-profit higher education institutions. The company describes itself as a global talent development company and offers learning and knowledge solutions globally to individuals, enterprises and institutions in information technology, business process outsourcing, banking finance and insurance, executive management education, school education, communication and professional life skills, and vocational skills training.

In 2004, the IT services business of NIIT was demerged into a separately listed company NIIT Technologies. NIIT Limited now focuses on Education and Training in Schools, Vocational Training for Services Sectors, and Corporate Training. NIIT Limited owns 23.98% of NIIT Technologies.

APTECH LTD.

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Aptech Limited is a global retail and corporate training company with headquarters in Mumbai, India. The company commenced its IT training business in 1986 and has trained over 5 million students.

In 1993, Aptech became the first IT training organization in Asia to receive the ISO 9001 quality certification for Education Support Services. The company has grown and diversified into various education-related businesses and its stock is listed on the BSE and the NSE.

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Type Public

Industry Education and trainingOnline and computer-based examinations

Founded 1986

Headquarters Mumbai, Maharashtra, India

Key people Rakesh Jhunjhunwala, (Chairman), C.Y. Pal, (Vice Chairman), Ninad Karpe, (Managing Director & CEO)

Products Aptech Computer EducationN-Power Hardware & NetworkingAptech WorldwideAptech Training SolutionsAttest Testing ServicesAptech Learning ServicesEnglish Express

Website Aptech-Worldwide.com

CHAPTER-3

COMPANY PROFILE

3.1 History:

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InTRM Solutions Pvt. Ltd., co-founded by highly experienced Industry professionals is headquartered in New Delhi India which was established in July 2013, is a fastest growing solution provider in the field of Education, IT, Consulting and Event Management. We have continuously expanded our operation and currently operate in all major cities of India.

With efforts of a strong team of committed, dedicated and highly trained technical experts and state of the art Technological infrastructure, we provide quality services to meet the over evolving need of our clients, directly and through our business partners. Combining award winning experiences, professional expertise, and innovative initiatives, our group provides customers with relevant products and quality services.

We carry business associates in one side to jointly work hand in hand ensuring customers’ needs are catered up to their satisfaction combining local flavor and principal support. On the other side we have partnered with global technology venders to disseminate the knowledge flow from top of the ladder to bottom.

Who They Are

InTRM Solutions are providers of business consultancy and cloud telephony solutions.

Incepted in 2013, InTRM Solutions is an innovative and enthusiastic business enterprise that provides disruptive solutions, solutions that becomes game changers. It is one of the rapidly growing Telecommunication and Business Consultancy Company.

"In the business world, everyone is paid in two coins: cash and experience. Take the experience first; the cash will come later.

This quote is by Harold Geneen that exactly describes what we do.

We, through our experience, helps your business to meet short term goals with long term perspective that enhances productivity.

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We primarily take consulting projects of start-ups in our expertise domain namely.

   Education    FMCG    Telecom    E-commerce

Eclat - Business Incubation Services-"How to start – Brilliantly"

Eclat refers to Brilliant Success. Our Eclat Team address issues related to “How to start – Brilliantly” be it office support, infrastructure support, legal formalities etc. We offer following services:

• Dedicated Resources, Infrastructure and Manpower support to the client

• Firm Incorporation and other Legal advisory services

• Corporate Identity Solutions

Quotidian - Day to Day functions consultancy- “Ideation to Successful Execution”

Quotidian means daily or occurring every day. Our Quotidian Experts Team, assist client from Ideation stage to successful Execution Stage.

we offer-

• Business Planning • Marketing consultancy • Operations consultancy • Knowledge and human resource management • Financial Planning

Cataclysm- The Business change consultancy-“The growth Trigger“

Cataclysm means restructuring. The goal of Cataclysm team is to introduce changes that take client’s business on the exponential growth trajectory.

Cataclysm Team serves-

• Strategic consultancy • Change Management consultancy • Performance management • IT consultancy

Cloud Telephony Solutions

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In today’s changing world, the way business carry out its operations has also changed- Our main purpose is to bring a shift from traditional on premise phone system to modern cloud based Call management system which is:

Affordable Transparent Customizable Scalable Easily Controlled

In current scenario, the way business functions has changed drastically especially in case of SME’s. They have to handle business on a larger platform with lesser resources; they need multichannel customer service technologies that can help them to get in touch with the customers and retain them. And this service is provided by Cloud Telephony.

Cloud Telephony is an innovative and rapidly growing sector of telecommunication industry that provides telephony services like voice services in a cost effective, scalable and flexible manner. We possess expertise in building cloud telephony solutions. We not only pay attention to client’s Industry ecosystem but also to the specific business needs. We provide highly customized business solutions using cloud telephony, some of them are:

Sales : lead Management Solution, Click-Call, Intelligent client management system etc

Marketing: IVR surveys, Missed Call Campaigns, Ad Blast etc Processes: Incoming call management solution, Order Tracking System, Alerts etc SME: Customer Support Desk etc Education Sector : Admission Support Desk , Student Enrolment Management Healthcare: Reminders to patients, Doctors Appointment System Export Import: Easy Fax, International Toll Free Real Estate: Query Management System Etc.

3.2 Vision, Mission and objectives of the company:

Vision: To be a growing global community of management consulting firms that is highly regarded by its publics and whose members are sought out for advice and counsel.

Mission: To promote an environment which fosters the success of management consulting firms worldwide and the value they deliver to their clients.

Objectives of the company: To find out the scope of cloud telephony service in Delhi. To find out the awareness among the consumers about cloud telephony service. To find willingness among consumers about making investment in this virtual call center. To find out the category of products and services, which the consumers would like to purchase on net

3.3 Organizational Structure / Management Hierarchy:

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3.4 Products And Services Offered: All of our services come to building lasting client relationships and keeps us searching for innovative ways for long-term success.

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Amazing Product & Services That Company Offer :

3.4.1 InStep : inSTEP is one out of 4 divisions of inTRM Solutions Pvt. Ltd, caters to Education and Training vertical, imparting professional skill enhancement trainings in both IT and Non IT segment. IT segment covers entire gamut of trainings on IT-IMS & Software, Telecom and Security Surveillance. Non IT trainings the organization covers on Spoken English, Banking, SSC, GATE, UPSC, Railway, and other competitive exams, Employability Skill like Soft Skill and Life Skill. Under this umbrella we offer Career Assessment and Testing as a separate line of delivery for students and working professionals too.

Training: Our solutions includes all domain of experts. Using the expertise we have gathered around the globe (Retail training centers), we deliver the best in class training solutions, thereby creating enterprises of tomorrow. We have following type of training solutions.

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Individual Training Services (ITS) Academics Training Services (ATS) Corporate Training Services (CTS)

Software Testing: Before delivering a product it is necessary to test the product. Because when we make a good product we do make partial mistakes. So we need a Team to handle that aspect that the client gets the best. We hire best people with the skills that required to fulfill this expertise.

3.4.2 InExpert : inXpert division of inTrm is a leading consultant providing valuable domestic consultancy services, HR solutions, knowledge process outsourcing. inXpert helps their investors in selecting the right franchise and in turn, assist organizations’ in international and domestic franchise expansions knowledge, Opportunity, Network.We also caters the manpower requirements of the various sectors in the industry at junior, middle and senior management levels. We assist our Clients in creating and developing by providing services i.e. Manpower, Project, Placement, Training, Services outsourcing domain.

Corporate Consultancy:

With our culture, technology and consumer buying behaviors changing at an incredible pace, it is difficult for companies to maintain relevancy. The team behind this is of combined professional and industry experience both in India and Overseas. It has been advanced, and is flipped by, meritorious, proficient, and mobile professionals from the fields of Finance, Law, and Business Administration.

Strategic Consultancy:

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Your ability to position your brand, recruit new customers and foster loyalty will never reach its true potential without a comprehensive plan. Our strategic planning begins with a comprehensive discovery process where we understand our client's resources, history, unique positioning, competition and environment. We set lofty goals and develop an approach to reach those goals within a dynamic environment. Our process takes form through a sequence of decisions and actions that are effectively prioritized and implemented. We work with you and the members of your organization until they are comfortable with the results.

Resource Management:

Looking for a GREAT JOB? inTRM Solutions is always after the very best candidates who are seeking new career opportunities. Whether it is in mining, health-care, executive, construction, engineering, accounting, banking, industrial, logistics, oil and gas or business support, we can help! We work across virtually all industries and have clients all over India.

Company provide round-the-clock support, prompt and timely services to our clients To find the RIGHT person for a particular position, we use innovative solutions, international practices, in-depth market research and collaboration with the client’s HR team and also assist job seekers in obtaining employment in India and abroad.

It does not believe in placing candidates randomly just for the purpose of filling the vacancy, rather we screen the profiles of candidates and place them as per their skills, expertise and interests. Our company is trusted globally for providing a common platform to the job seekers and the recruiters a common platform for exploring their chance to work together.

Project Outsourcing:

To provide world-class solutions and life time experience to people of different perspective we thereby research methods, develop these methods according to needs and then train them for desired goals. Our services sometimes involves transferring employees and assets from one firm to another, but not always. Our outsourcing can offer greater budget flexibility and control. This team lets organizations pay for only the services they need, when they need

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them. It also reduces the need to hire and train specialized staff, brings in fresh engineering expertise, and reduces capital and operating expenses.

Brand creating & Franchising:

With our culture, technology and consumer buying behaviors changing at an incredible pace, it is difficult for companies to maintain relevancy. For many companies, it is hard to see their circumstances objectively. Preconceived notions and incorrect data often skew their marketing decisions. We help franchisors and mid-to-large companies navigate through marketing challenges and develop a profitable business. Our services are primarily geared toward two markets:

Companies seeking to franchise a business for the first time. These clients will already have developed a successful prototype and are looking to expand through franchising.

Companies who are already franchising. These clients are looking to improve on an established franchise system, hire personnel, increase their operating efficiency, improve quality, or increase franchise sales effectiveness.

3.4.3 InServ : “inServ” is the unit of inTRM Solutions Pvt Ltd specializes in the field of experimental marketing and strategic event management. We create – experiences, feelings, visions, engagements – and embrace capabilities, never to lock ourselves in the confines of one discipline. We are committed to creating and building brands, allowing them to connect with their target audiences, through many channel, at any touch point. We believe in collaborative creativity, an ecosystem of cross-disciplinary expertise and scalable resources to deliver our target customer an informed result.

Society at large is a big canvas containing types of individual lives their lives. Again individual life is a big sample space with infinite number of events occurring every instant starting from womb to tomb. The chance of success and failure depends upon how effectively it is managed in personal front and how skillfully it is managed in professional path. Then the concept of Event Management emerges. Our event managers are having handful of experience and knowledge regarding the smooth functioning of different events like Sales

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Promotions, Brand Promotion, Road Shows, Product Launches & inagurations, Exhibitions, EXPOs, Trade Shows, Sports Events, Musical-nites and many more such services within the ambit of event management. Our job includes understanding various needs of our clients and delivering exactly the same by using our management skills like coordination, resource allocation, people management, time management, safety management etc, using modern technologies to deliver just in time.

Corporate Services:

Our goal at inServ is to become an integral partner to help individuals and organizations fulfill their personal need or achieve their business performance results. Company has years of experience and know-how in organizing corporate events. We can give you many new ideas in order to make your program as successful as possible and we offer you professional guidance and services, be it for a scientific, corporate, medical, or any kind of Industry. inServ Corporate Services team is dedicated to meet all your requirements be it incentive programs, promotional activities, employee engagement or any other organizational activity. Our corporate services cover all aspects of your business rewards programs from retaining and rewarding performance of employees, acquiring new customers, driving sales channels and dealership programmes.

Educational Services:

Our mission is to provide excellent educational services in a structured and encouraging environment. The educational services industry includes a variety of institutions that offer academic education, vocational or career and technical instruction, and other education and training to students each year. In order to educate the students and provide adequate information to them on what is happening in Education Industry nothing better can be planned to execute is to organize and conduct “Edu-fest” or Education fairs. Here we organize the events in two different mode...1. Sponsored by any one of the premium educational Institute and the rest of the event is managed by us starting from promotion/marketing to reach students of the territory for informing the venue details and time to installing the stalls for different venders, to organize cultural program as part of entertainment program for the visitors to safety and security management.2. Sponsored by all participating Institutes, Non institutional business houses and corporate world for brand building or part of their CSR activity. Other process for executing the events remains same as above.

Commercial Services:

At “inServ” we are driven to be our best and to achieve our goals by the passion we possess "Aspire to be the best". Our team at inServ is focused on designing and maintaining the best systems and operations with a great team effort, highest standards of integrity and fostering an environment of respect and inclusiveness. inServ’s dedicated team always thrive hard to be market differentiator by delivering the best products and services in a cost-effective way. The path being followed is to Innovate, test and learn thus creating powerful brands that carry a commitment of quality and integrity. One of the most essential requirement for educated youth is to find his bread and butter and build up his career. We at inServ do facilitate

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commercial “Job Fairs “inviting both the recruiter and students under a single umbrella to fulfill their mutual need. Today it is very difficult for right candidate to get a right company or a right job. Similarly the reverse is also true that for a right company and a right job it is very difficult to get a right candidate. At inSTEP we do justice to both the segment by organizing commercial job fairs self sponsored by students or by Institutions or by both. The ultimate result is that, we solves the problem of students to get his dream job and for the companies/recruiters to get his right candidate and for the Institutions to fulfill their promises in employing their students.

Experiential Marketing:

We bring total marketing in full view to create demand for you in front of your potential target audiences. We do innovative research on your organizations strength and weakness to strategize our approach to showcase your normal strengths with value adds to convert as your USP towards your potential customer and public at large to experience your products and services. Let them touch and feel imagine and experience, handle and hold your product and services. transfer them to a different level a wide open world of your business, in such a grand scale as to ensure, enthrall and empower our creative thinking and grasp of the market would ensure that the event would make your target audience confident and eager to do business with you.

Destination Management Services:

When you consider a MICE(Meeting, Incentive, Conference & Entertainment) event involving a large contingent – your dealers, business associates, sales force, managers and their spouses – you have lot more in hand, precisely the Logistics. Ponder our understanding of event objectives & goals. We know what should be the inherent design. We take you to the place which is conducive to the event – it’s ambience, location, communication and relaxation ideas. You need not to think about transport solutions, best hotel rates, comfortable lodging, specific food requirements. Just leave everything on us and you concentrate hard on your target to achieve.

3.4.4 InStar : inSTAR (inTRM Strategic Technology Automation ‘& Research) is the division of inTRM Solutions Pvt. Ltd., focused to provide solutions to all technological need in the domain of IT, Electronics Surveillance and Telecom to atomize business or individual need of our customers. Starting from providing desired hardware, upgrading the devices with add-ons to recycling and E-waste management are the key offerings we render to our customers, enabling them to outsource their complicated challenges to us, thereby making them free to engage themselves for enhancing their own business result or individual productivity.

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inSTAR deals with range of products and services like Hardware, full spectrum of warranty & post-warranty services covering solution design, consulting, Technical Helpdesk and Field Engineering support. As we manage end to end life cycle of services seeing our customers are not only satisfied and delighted but also they get an experience of life time. This is one of our key differentiators in the Supply Chain of products and services. inSTAR has always been ahead of the curve by being early adopters of global best practices in providing best of the support to our end-users across complex technologies. Our Remote Infrastructure Management practice, backed by network operation centre helps to improve our customer’s IT availability and up time of IT infra in order to optimize their IT investments. With our Service delivery excellence, we bring a unique value proposition to all stake holders in the ecosystem – to vendors, partners and customers.

INFRASTRUCTURE MANAGEMENT:

Our Infrastructure management solutions allow you to manage, optimize, and automate distributed and mainframe operating systems, servers, storage, networks, middleware and hardware all to speed the attainment of Business Service Management. Our infrastructure management helps to simplify network and systems management by monitoring and overseeing system performance and availability across your entire environment. Using these, you can avoid IT infrastructure problems and resolve issues before they impact business availability. With our Performance Assurance, you can analyze and predict performance to optimize current and future IT utilization and investment. inTRM combines technology, expertise, evolved process frameworks, state-of-art infrastructure and flexible delivery models to offer a comprehensive suite of IT Infrastructure Management Services to global enterprises.

REPAIR & REFURBISHMENT:

We are India's premier Technical Services Company providing cost effective, customized end-to-end solutions to our clients. With over 15 years of flawless servicing in high-tech IT, Telecom and Electronics products and in our quest for serving customers, our reputation has earned us a place as a reputed authorized service provider to world leading OEMs, EMS and service providers. Our two major centers laced with latest technology and equipment’s are based in Delhi and Bangalore are spread over an area of 50,000 sq. ft. delivering over 100,000 repairs per month. Currently we are in the process of setting up a Global repair Centre in Chennai SEZ for high volume repairs for various products to serve our customers better.

SOFTWARE DEVELOPMENT:

We use best and updated tools, services and the methodology to make a product with keeping this in mind that the product should work well in future. Because the technology and hardware is increasingly changing on the basis of day. So to tackle all the cases and giving the users best use of global resources that make us always far steps forward from our competitors, we deliver best and updated solutions.

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VALUE ADDED B2B SERVICES:

Return Material Authorization Management with end to end logistics solution for Hardware products.

We offer B2B hardware screening services at Client warehouse to screen field return to maximize the cost saving for clients.

Authorized Replacement Center ( ARC ) – Limited warranty support for clients for technical failures in consumable.

We offer onsite repair services at client warehouses for various field return equipment and components.

FIELD SERVICE DELIVERY:

Field Service Delivery is a unit of inTRM that is focused on delivering value to our clients and their end users by providing Best In Class services in the area of field support. Field Service Delivery is aimed at creating amazing service experience for end users through direct service touch points. We are placed uniquely with coverage of B2B support services for products ranging from IT hardware & Software, Telecom & Mobile hardware, Electronics and entertainment products.

3.5 Future Plan :

Company consulting services focus on strategic planning, consumer research and disruptive innovation. Campany subscription services provide insights into the critical trends shaping the consumer marketplace.

Company provide consultancy, training and coaching services to help organisations, teams and individuals to achieve change and sustainable growth. Company aim is always to understand, design and deliver best value solutions. Company specialise in Leadership Integrity, Performance, Innovation, Strategy, Futures Thinking, Customer Service and Culture Change & Transformation.

Company will deliver perfect products, services and solutions to meet the requirements of its external and internal customers, the first time, every time and would always improve on the same.

Future planning is key to any company throughout its existence. Every successful company regularly reviews its future plans to ensure it continues to meet its needs. It's sensible to review current performance on a regular basis and identify the most likely strategies for growth.

Once you've reviewed your progress and identified the key growth areas that you want to target, it's time to revisit your comp

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CHAPTER-4

JOB DESCRIPTION

37

JOB DESCRIPTION

4.1 JOB Description Statement :

The main objective of this project is to know the Status of the company with the competitor

and how to regenerate the confidence in prevailing market condition.

4.2 Detailed Job Profile:

Job title: Summer training

Department: Marketing

Report to: Abir Bhowmik

Job purpose: The job assigned to me as a summer trainee was full of learning. Though it was of basic in nature but was very interesting and challenging.

To work with marketing consultants to understand their career path To find out details related to career path of a marketing consultants To conduct personal interview and discussion with various employees To prepare questionnaire and find out details for questionnaire from various

employees

Relation to other jobs: This is closely related to consultancy sales department as it directly details with marketing consultants which are part of consultancy branches.

Nature of supervision: Flexible but intensive and continuous.

Working environment: The trainees were allowed to work from the office and to use the

resources of the company. Working environment was very comfortable.

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4.3 Area Assigned:

I was assigned the job responsibilities in the areas of marketing department. I was involved in studying marketing strategies of Intrm solutions. Area assigned to me involved agency branches which fall under agency sales and marketing channel.

4.4 Target Assigned:

I was assigned to gather response from various on marketing strategies. I was asked to create questionnaire and get response on same.

4.5 Day to Day On job experience:

During the whole period of my internship I felt really positive in doing any day to day task assigned to me and this is only because of the very suitable and helpful environment of the organisation where all colleagues and employees were really helpful.

Week 1(June12-July18): we underwent induction where we were made familiar with the organisation and told about various rules, regulations and code of conduct.

Week 2(June19-June25): we were provided with some facts and figures to understand the marketing system of the company.

Week 3 to week 5(June26-July16): we were assigned with our area of working and target of completing questionnaire and response.

Week 6 to 8(July17-July23): This was the final week of our internship and in this week the evaluation of our overall performance in the organisation was done which was based on the task we had done and our behaviour & attitude towards the work.

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CHAPTER 5

FINDINGS ABOUT THE COMPANY

AND

ANALYSIS

40

FINDINGS ABOUT THE COMPANY AMD ANALYSIS

A. Do you believe that this will improve the brand image and provide

better customer service?

1. Strongly Agree - 22%

2. Moderately Agree - 44%

3. Strongly Disagree - 14%

4. Moderately Disagree - 20%

5. Can’t say - 0%

22%

44%

14%

20%

IMPROVE CUSTOMER SERVICES

Strongly agreeModerately agreeStrongly disagreeModerately disagreeCan't say

Interpretation: On the basis of the response taken from the respondents, 22% of the

respondents were strongly satisfied with the customer service provided by the InTRM

Solution and 44% were moderately agree and 14% were strongly disagreed and 20% were

moderately disagreed with this. A majority of respondents were found not to agreeing

majorly over the issue, which clearly indicates that company has to make further steps

enhancing the service quality.

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B. Do you believe that current products meet all the requirements?

1. Strongly Agree - 20%

2. Moderately Agree - 40%

3. Strongly Disagree - 8%

4. Moderately Disagree - 15%

5. Can’t say – 17%

20%

40%8%

15%

17%

FULFILL REQUIREMENT

Strongly AgreeModerately AgreeStrongly DisagreeModerately DisagreeCan't say

Interpretation: On the basis of the response taken from the respondents, 20% were

strongly satisfied with the fulfilment of requirement of the current products and 40% were

moderately satisfied and 8% were strongly dissatisfied and 15% were moderately disagreed

and 17% of the respondents didn’t answer anything. A majority was again found being un

satisfied with the fulfilment of requirement. Strong support was found to be just half of the

responses from moderately agreeing respondents.

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C. Do you find the services to be satisfactory and appropriate?

1. Strongly Agree - 15%

2. Moderately Agree - 40%

3. Strongly Disagree - 15%

4. Moderately Disagree - 20%

5. Can’t Say - 10%

15%

40%15%

20%

10%

SATISFACTORY

Strongly Agree Moderately Agree Strongly Disagree Moderately Disagree Can’t Say

Interpretation: On the basis of the response taken from the respondents, 15% were

strongly satisfied with the services provided by the InTRM Solution and 40% were

moderately agreed and 15% were not strongly satisfied with the services and 20% were

moderately disagreed with this and 10% couldn’t answer anything. As a common opinion it

can be clearly observed that the continuity of responses in this segment was also poor and

indicates an immediate action plan for further improvements.

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D. Information provided by the salesman was sufficient?

1. Strongly Agree - 20%

2. Moderately Agree - 50%

3. Strongly Disagree - 4%

4. Moderately Disagree - 20%

5. Can’t Say - 6%

20%

50%

4%

20%

6%

SUFFICIENT INFORMATION PROVIDED

Strongly Agree Moderately Agree Strongly DisagreeModerately DisagreeCan’t Say

Interpretation: From the above figure, 20% of the respondents were strongly satisfied

with the information provided by the salesman of InTRM Solution and 50% were moderately

agreed and 4% were strongly disagreed and 20% were moderately disagreed and 6% didn’t

answer anything. While 50% respondents were found reporting that the information part was

not up to the expectation, the company requires, to focus over the existing customers as

compared to other competitors to remain in the market.

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E. Would you like to make future investment in this product?

1. Strongly Agree - 10%

2. Moderately Agree - 45%

3. Strongly Disagree - 7%

4. Moderately Disagree - 30%

5. Can’t Say - 8%

10%

45%

7%

30%

8%

FUTURE INVESTMENT

Strongly AgreeModerately Agree Strongly Disagree Moderately Disagree Can’t Say

Interpretation: On the basis of the response taken from the respondents, 10% were

strongly agreed to make future investment in InTRM Solution and 45% were moderately

agreed and 7% are strongly disagreed and 30% were moderately disagreed and 8%

respondents did not answer anything.

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F. Are You Aware About InTRM Services?

1. YES – 55%

2. NO – 45%

55%

45%

AWARENESS

YESNO

Interpretation: On the basis of the response taken from the respondents, 55% are Aware

About the Company (InTRM solutions) and 45% did not know anything about the company.

Almost half of the customers were found responding the opinion that they were not knowing

the company. A big advertising or promotional strategy is required to be developed and

follow up.

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G. Are You Satisfied With the Quality of InTRM?

1. YES – 76%

2. NO – 24%

76%

24%

QUALITY

YESNO

Interpretation: On the basis of the response taken from the respondents, 76% are satisfied

with the quality services provided by the InTRM solutions and 24% are not satisfied with

this. The only satisfactory response was over this questions only. A good percentage was

found to be satisfied with the overall performance of InTRM.

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H. Are You satisfied with the Price of InTRM Services?

1. YES – 82%

2. NO – 18%

82%

18%

PRICE

YesNo

Interpretation: On the basis of the response taken from the respondents, 82% are satisfied

with the price of the services provided by the InTRM solutions and 18% are not satisfied with

this. Surely company worked very well on its pricing policy to retain it successfully

competitive in the market. As the responses were appreciating favouring the inTRM.

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Future Growth Prospects:

It was a great opportunity to work with this company.

Product survey -

Objective was to know that why our product with such best and exclusive features in technical terms is not doing well in B2B market.

To know the reason –

Survey was conducted through personal meeting, tele-calling with clients and employees by knowing their views and suggestion.

Total targeted meeting conducted -20 which included astrologers, education sector and skin clinics.

Number of calls made via tele-calling - 80 with same category of clients as mentioned above.

Direct busting –more than 30.

More than half of the respondents respond positively to the calls.

There were more respondent who showed more interest to the questionnaire and call back for the more information.

Some of the people raised their objections about the company product.

Moderately a good percentage of respondents asked for the information and the product of the company.

80% of the respondent are satisfy with the company services and product.

There were more satisfied persons but also there were large number of people who were less satisfied with the services.

70% of the people are continued dealing with the company.

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CHAPTER6

DIFFICULTIES FACED AND

MAJOR LIMITATIONS

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DIFFICULTIES FACED AND MAJOR LIMITATIONS

Time availability was one of the biggest limitations faced. Due to shortage of time, the authors had to limit the work in its present from as much as they would have like to work on it, the time constraint restricted them from doing so.

Money was also one of the major limitations faced. Since the researcher didn’t have any previous experience in research work and

project writing, so it may have lead to discrepancies in the report. Respondent showed a lot of reluctance in filling up questionnaire. Because of less technological acceptance was the main and the root cause of less

acceptance of our product in the market No free -trial periods so that client may get attracted with the facilities Product was not customizable as per client’s requirement The targeted audience were of business class and their age is nearly around 37-

50 .They were not ready to accept this technical change, they were satisfied with 4 numbers not with single centralized number.

They were considering it as a big investment which will not do anything but their perception was wrong this will definitely create a brand image in the caller’s whenever he/she will make a call at their number .this product was designed basically to improve brand image and better customer service by attending all of the call 24X7.

In this age group our clients were demanding that product which is simple to handle and will work like magic stick ,they were thinking that it will make a chaos in handling calls .But our product was not difficult to handle although anyone can access even a minor with a little bit of computer knowledge .

Some of our sales staff were not able to focus on their work while chasing clients. Because it is a technical product, a proper pitching rehearsal should done before

targeting a customer so that it may help in knowing what to say or not in front of customer.

Geographical scope of the study was limited to a small area like Delhi and Noida only, which may not represent the whole sector of India. Hence finding may differ from the other part of India.

Size of the sample is 60, which is of course small comparison to entire population It is almost impossible to obtain data from each & every respondent covered in

sample. There were some respondent who refuse to the questionnaire Due to limitation of time only few people were selected for the study. So the

sample of the customer was not enough to generalize the finding of the study The chance of biased respondent cannot be eliminated though all necessary steps

were taken to avoid the same.

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Reasons why the call management solution was a big failure in New Delhi –

Because of less technological acceptance was the main and the root cause of less acceptance of our product in the market

No free -trial periods so that client may get attracted with the facilities

Product was not customizable as per client’s requirement

The targeted audience were of business class and their age is nearly around 37-50 .They were not ready to accept this technical change, they were satisfied with 4 numbers not with single centralized number.

They were considering it as a big investment which will not do anything but their perception was wrong this will definitely create a brand image in the caller’s whenever he/she will make a call at their number .this product was designed basically to improve brand image and better customer service by attending all of the call 24X7.

In this age group our clients were demanding that product which is simple to handle and will work like magic stick ,they were thinking that it will make a chaos

in handling calls .But our product was not difficult to handle although anyone can access even a minor with a little bit of computer knowledge .

Some of our sales staff were not able to focus on their work while chasing clients.

Because it is a technical product, a proper pitching rehearsal should done before targeting a customer so that it may help in knowing what to say or not in front of customer.

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CHAPTER 7

CONCLUSION

AND

SUGGESTIONS

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CONCLUSION

Market mapping is a better way to study of various market conditions that is plotted on a map to identify trends and corresponding variables between consumers and products.

Market mapping can help companies locate problem areas and figure out the source of problems by examining related variables.

Once an entrepreneur has identified an appropriate segment of the market to target, the challenge is to position the product so that it meets the needs and wants of the target customers.

One way to do this is to use a “market map” (you might also see this called by its proper name – the “perceptual map”).

The market map illustrates the range of “positions” that a product can take in a market based on two dimensions that are important to customers.

"Market Mapping" shows all marketers how to combine the speed and power of desktop computers with new mapping software to analyze thorny marketing issues and make better decisions faster. Simply and logically, consumer and business to business marketers - in any industry - pinpoint customers, conduct market research, position products, and analyze purchase patterns far more quickly and accurately than before.

Market mapping, as defined and developed by Malcolm McDonald and Ian Dunbar, is used in market segmentation to help companies identify the target group(s) for their segmentation project and forms the second step in the segmentation process. It also has a number of other important applications, such as tracking changes in the channels to market, presenting your own company's performance on these routes to market and illustrating where your sales and marketing resources are allocated, which can then be compared with how your key competitors allocate their resources.

"Market Mapping" evaluates the capabilities of the most important mapping software and clearly and concisely explains how to interpret the graphic output of each. This applications-oriented uses of actual marketing scenarios to show how to best employ mapping analyze potential markets - find new, more profitable retail locations - target successful direct mail efforts - or effectively reorganize a sales force. It also gives readers interested in expanding their international presence the ability to develop global data sources for marketing decisions.

At InTRM, all the key functions and divisions are independently responsible for the operation of their respective areas such as marketing, finance, hr etc. At InTRM, recruitment for the other company and competition with its competitors and providing the good services at lower prices will profit in future.

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SUGGESTIONS

With reference to findings that I have discovered throughout the internship .The conclusion drawn are

Changes to be made in the company

Chasing of clients should be done until you not hear no from your customer.

May be the market condition is not good right now but after few months they should try their best in the education sector.

.

Hire some better sales staff so that they can easily get the results on time and they must impressive with their personality and words.

Provide a customized package for each and every client.

Do not stick to one product, New more products should be introduced in the company .So that, if we are not getting good results from one product the other one will cover up the cost that the company has incurred.

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ANNEXURE-I

QUESTIONNAIRE

1. Name:

2. Age:

3. Sex:

4. Email Address:

5.Contact Details:

6. Kindly answer the following questions:

A .Do you believe that this will improve the brand image and provide better customer

service?

1. Strongly Agree

2. Moderately Agree

3. Strongly Disagree

4. Moderately Disagree

5. Can’t Say

B. Do you believe that current products meet all the requirements?

1. Strongly Agree-

2. Moderately Agree

3. Strongly Disagree

4. Moderately Disagree

5. Can’t Say

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C. Do you find the services to be satisfactory and appropriate?

1. Strongly Agree-

2. Moderately Agree

3. Strongly Disagree

4. Moderately Disagree

5. Can’t Say

D. Information provided by the salesman was sufficient?

1. Strongly Agree-

2. Moderately Agree

3. Strongly Disagree

4. Moderately Disagree

5. Can’t Say

E. Would you like to make future investment in this product ?

1. Strongly Agree-

2. Moderately Agree

3. Strongly Disagree

4. Moderately Disagree

5. Can’t Say

F. Are You Aware About InTRM Services?

1. YES – 55%

2. NO – 45%

G. Are You Satisfied With the Quality of InTRM?

1. YES – 76%

2. NO – 24%

H. Are You satisfied with the Price of InTRM Services?

1. YES – 82%

2. NO – 18%

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BIBLIOGRAPHY

1. BOOKS -

-Market Mapping: How to Use Revolutionary New Software to Find, Analyze, and

Keep Customers  – September 1, 1992

by Sunny Baker  (Author), Kim Baker (Author) Kothari,C.R.,(20004),Research

Methodology,2nd ed., New Age International (P) limited Pradhan swapna, (2009), Marketing

Stategy-Text&case.3rd .,New Delhi:Tata Mcgraw- Kotler Keller Marketing Management.

2. NEWSPAPERS – The Times Of India Economic Times Business Standards Financial Express Business Lines

3. INTERNET -

google.com

www.intrmsolutions.com

slideshare.com

www.marketingterms.com

www.internetworldstats.com

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