PRJCT Reprt New

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
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)
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:
Date:
MANDEEP NEGI
03450601713
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:
Date:
Dr.Meenakshi Kaushik
(Faculty Guide)
TABLE OF CONTENTS
S.No.
CONTENTS
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
5.1
Future growth prospects Major findings
5.2
Future growth prospects
Chapter 6
PAGE NO.
Difficulties faced and major

limitations
Chapter 7
Conclusion and suggestions

Annexures
CHAPTER-1
INTRODUCTION
AND
NATURE OF JOB
ASSIGNED
INTRODUCTION AND NATURE OF JOB ASSIGNED
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
7
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.
2) In-depth market researchon its ownis 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 customers 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 youll 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. Its 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 youre 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 companys success to convince your team of the
value in adding a person to your team.
2. Identify & Attract High Quality Passive Candidates

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.
9
For example, one recruitment organization put an executive marketing position for a wellknown brand on the major job role sites an exciting opportunity but didnt 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 didnt 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

Its 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

Youll get the best value from your time by focusing your market map on the areas most
helpful to you. Dont try to map every employee of each of your competitors. Whats 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

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.
10
4. Get Additional Information

You can even check out how much people in roles like the ones youre thinking about are
earning with Glassdoor.com or by checking out the roles posted on AngelList. Even if they
dont 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 youll need to pay. This information will make it easier for you to figure out
whether you need to staff up the roles youre thinking about and whether you can afford it.
Even if you dont want to dedicate the resources to building a comprehensive market map
across a particular section of your industry, its 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
11
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
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")
12
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
13
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 candidates stance on issues impacting for-profit education providers. .
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
14
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 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
15
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.
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
16
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.
17
Current state of the industry:

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, Mediumsized 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'
18
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

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, or
2. 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).
19
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.
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
20
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
service providers can leverage the scale and economy of outsourcing to deliver high-value
services at reduced end-customer prices.
Reasons for outsourcing

21
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 workersa 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:
22
Type
Public
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 Indias 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
23
NIIT Limited
Be more ambitious.
Type
Public
Industry
For-profit education
Founded
1981
Founders
Rajendra S. Pawar
Vijay K. Thadani
Headquarters
Gurgaon, India
Key people
Rajendra Singh Pawar (Chairman & MD)

Vijay Kumar Thadani (CEO)
Services
Education and training solutions
Revenue
Employees
708 crore (US$110 million) (2013)

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.
24
APTECH LTD.
Type
Public
Industry
Education and training

Online 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 Education

N-Power Hardware & Networking
Aptech Worldwide
Aptech Training Solutions
Attest Testing Services
Aptech Learning Services
English Express
Website
Aptech-Worldwide.com
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.
25
CHAPTER-3
COMPANY PROFILE
3.1 History:
26
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.
27
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
clients business on the exponential growth trajectory.
Cataclysm Team serves Strategic consultancy

Change Management consultancy
Performance management
IT consultancy
Cloud Telephony Solutions
28
In todays 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
SMEs. 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 clients 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
29
3.3 Organizational Structure / Management Hierarchy:
30
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.
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.
31
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.
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.
32
Strategic Consultancy:
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 clients 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
33
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
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.
34
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
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.
35
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. inServs 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
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 its 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
36
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.
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 customers
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
37
service providers. Our two major centers laced with latest technology and equipments 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.
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
38
Integrity, Performance, Innovation, Strategy, Futures

and Culture Change & Transformation.
Thinking,
Customer
Service
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
CHAPTER-4
JOB DESCRIPTION
39
40
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 .
41
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.
42
CHAPTER 5
FINDINGS ABOUT THE

COMPANY
AND
ANALYSIS
43
FINDINGS ABOUT THE COMPANY AMD ANALYSIS
A. Do you believe that this will improve the brand image and provide better
customer service?
1.
2.
3.
4.
5.
Strongly Agree - 22%

Moderately Agree - 44%
Strongly Disagree - 14%
Moderately Disagree - 20%
Cant say - 0%
IMPROVE CUSTOMER SERVICES
20%
22%
Strongly agree
Moderately agree
Strongly disagree
Moderately disagree
14%
Can't say
44%
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.
B. Do you believe that current products meet all the requirements?

44
1.
2.
3.
4.
5.

Cant say 17%
FULFILL REQUIREMENT
17%
20%
Strongly Agree
Moderately Agree
Strongly Disagree
15%
Moderately Disagree
Can't say
8%
40%
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 didnt 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.
C. Do you find the services to be satisfactory and appropriate?

1. Strongly Agree - 15%
2. Moderately Agree - 40%
45
3. Strongly Disagree - 15%

4. Moderately Disagree - 20%
5. Cant Say - 10%
SATISFACTORY
10%
15%
Strongly Agree
Moderately Agree
Strongly Disagree
20%
Moderately Disagree
Cant Say
15%
40%
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% couldnt 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.
D. Information provided by the salesman was sufficient?

1.
2.
3.
4.

46
5. Cant Say - 6%
SUFFICIENT INFORMATION PROVIDED
6%
20%
20%
Strongly Agree
Moderately Agree
Strongly Disagree
Moderately Disagree
4%
Cant Say
50%
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% didnt
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.
E. Would you like to make future investment in this product?

1.
2.
3.
4.

47
5. Cant Say - 8%
FUTURE INVESTMENT
Strongly Agree
8% 10%
Moderately Agree
Strongly Disagree
30%
Moderately Disagree
Cant Say
45%
7%
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.
F. Are You Aware About InTRM Services?

1. YES 55%
2. NO 45%
48
AWARENESS
YES
NO
45%
55%
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.
G. Are You Satisfied With the Quality of InTRM?

1. YES 76%
2. NO 24%
49
QUALITY
24%
YES
NO
76%
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.
H. Are You satisfied with the Price of InTRM Services?

1. YES 82%
50
2. NO 18%
PRICE
18%
Yes
No
82%
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.
Future Growth Prospects:
51
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.
52
CHAPTER6
DIFFICULTIES FACED
AND
MAJOR LIMITATIONS
DIFFICULTIES FACED AND MAJOR LIMITATIONS
53
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 didnt 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 clients requirement
The targeted audience were of business class and their age is nearly around 3750 .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 callers
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.
Reasons why the call management solution was a big failure in New Delhi
54
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 clients 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 callers
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.
55
CHAPTER 7
CONCLUSION
AND
SUGGESTIONS
CONCLUSION
56
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 applicationsoriented 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.
SUGGESTIONS
57
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.
ANNEXURE-I
58
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
2
3
4
5
Strongly Agree
Moderately Agree
Strongly Disagree
Moderately Disagree
Cant Say
B. Do you believe that current products meet all the requirements?

1
2
3
4
5
Strongly AgreeModerately Agree

Strongly Disagree
Moderately Disagree
Cant Say
C. Do you find the services to be satisfactory and appropriate?

1
2
3
4

Strongly Disagree
Moderately Disagree
59
Cant Say
D. Information provided by the salesman was sufficient?

1
2
3
4
5

Strongly Disagree
Moderately Disagree
Cant Say
E. Would you like to make future investment in this product ?

1
2
3
4
5

Strongly Disagree
Moderately Disagree
Cant Say
F. Are You Aware About InTRM Services?

1
2
YES 55%
NO 45%
G. Are You Satisfied With the Quality of InTRM?

1
2
YES 76%
NO 24%
H. Are You satisfied with the Price of InTRM Services?

1
2
YES 82%
NO 18%
BIBLIOGRAPHY
1. BOOKS -Market Mapping: How to Use Revolutionary New Software to Find, Analyze, and Keep
Customers September 1, 1992
60
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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PROJECT REPORT

Under the guidance of

New Delhi Institute of Management

This is to certified that the project titled CUSTOMER SATISFACTION WITH

Introduction and nature of job assigned

Past, present and future trends

Major Players and their respective market share

Vision, Mission and objectives of the company

Organizational structure/Management hierarchy

Products and services offered

Job description statement

Detailed Job Profile

Week to week on job experience

Findings about the company and analysis

Future growth prospects Major findings

Future growth prospects

Difficulties faced and major

Conclusion and suggestions

INTRODUCTION AND NATURE OF JOB ASSIGNED

3) Facilitated executive brainstorming, strategy, and decision-making workshops,while

Why Would You Create a Market Map?

2. Identify & Attract High Quality Passive Candidates

3. Keep Tabs on People You Meet

How Do You Create a Market Map?

1. Identify Your Competitors

2. Decide What Information You Need to Know

3. Research the Roles and Folks Who Have Them

4. Get Additional Information

To work with marketing consultants to understand their career path

include attention, advice, access, experience, and discussion. The production

Research: Education and Training. BMO Capital Markets Report.

Current state of the industry:

Rise of internal corporate consulting groups:

employees. Many corporations have internal groups of as many as 25 to 30 full-time consultants.

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

Internal relationship provides opportunities to keep certain corporate information private.

Internal consultants may be specifically suited to either:

Manpower Outsourcing Industry

Reasons for outsourcing

Late Mr. G P. Bharwani

Suresh G Bharwani, Chairman & Managing Director

IT Education and training solutions

Rajendra Singh Pawar (Chairman & MD)

Education and training solutions

708 crore (US$110 million) (2013)

Education and training

Headquarters Mumbai, Maharashtra, India

Rakesh Jhunjhunwala, (Chairman),

Aptech Computer Education

Aptech Limited is a global retail and

InTRM Solutions Pvt. Ltd., co-founded by highly experienced Industry professionals

Who They Are

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

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

Cataclysm Team serves Strategic consultancy

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

3.2 Vision, Mission and objectives of the company:

Vision: To be a growing global community of management consulting firms that is