i

An Internship Report on

“Industrial Experience Project at De Blaze Online Spare Parts,

Lagankhel”

Prepared By
Angel Nakarmi
Roll no. : 18761
University Registration No. : 023645-18
BBA 4th Year, Sem VII

Submitted To

Kathmandu University School of Management

In partial fulfillment of the requirements for the degree of

Bachelors of Business Administration Honors

Kathmandu
31st December, 2021
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ACKNOWLEDGEMENT

This report has been prepared in relation to the Industrial Experience Project (IEP) as a
partial fulfillment of the requirements of Bachelors of Business Administration
Emphasis/Honors program of Kathmandu University School of Management
(KUSOM). I would like to express my gratitude to KUSOM for providing an
opportunity through designing such project for the students to be able to apply their
theoretical knowledge in a practical setting.
I would like to express my sincere gratitude to our internship coordinator Mrs. Nisha
Adhikari for all the guidelines and help since the initial phase of this project, without
his support and guidance this report was not possible.
The report would not have been possible without the opportunity given by De Blaze
Online Spare Parts. My heartfelt gratitude goes to the managing director, Mr. Anigeet
Nakarmi for their continuous guidance throughout this project and the internship period
of 8 weeks despite of their heavy work flow.

Angel Nakarmi
Roll no: 18761
Registration No: 023645-18
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List of Abbreviation
FI = Fuel Injector
IEP = Industrial Experience Project
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List of Tables
Table 1 Details of the internship at De Blaze .................................................................2
Table 2 Description of products at De Blaze ..................................................................3

List of Figures
Figure 1 Organizational Structure of De Blaze ...............................................................3
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Executive Summary
The two-wheeler industry is flourishing in Nepal with increasing sales of motorbikes.
However there is a scarcity of spare parts available which has inconvenienced the
customers for repairing any damages.
As a BBA student interested in starting my own business, I have taken on my Industrial
Experience Project (IEP) in a startup company. IEP is a project of academic
requirement which is designed to help students to apply their theoretical knowledge in
a practical and professional setting. The main objective of this project is for career
development and to prepare the students for their successful transition to the
professional world.
While at my internship at De Blaze, Lagankhel, I was placed in the customer service
and sales department which is mainly responsible for assisting the customers for
handling customer inquiries, order confirmation process, and tracking sales process. I
was able to do the daily activities of the company after completing the assignment of
memorizing all the product information.
As the customer service and sales department demands communications skills for
interacting with the customers and other departments, I was able to apply skills,
knowledge and behavior required for interpersonal communication learned through the
courses of organizational behavior, interpersonal communication courses. Additionally
operations management as a subject also helped in building a foundation in
understanding the workflow in organizations. The course of product and brand
management was also useful in understanding the delivery of products to the customers.
KUSOM has helped us not only develop the technical skills such as accounting, IT,
advertising, marketing skills but also the soft skills such as critical thinking, problem
solving, ethics and communication skills.
IEP is a great opportunity to apply the theoretical knowledge in a professional setting
and gain experience of working in a professional environment. It was both an enjoyable
and insightful experience for me which has greatly helped in improving my
communication skills and knowledge. The knowledge and skills gained through the
experience would certainly prove to be beneficial in my future endeavors.
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Table of Contents
ACKNOWLEDGEMENT ............................................................................................iii
Executive Summary ...................................................................................................... vi
CHAPTER ONE ............................................................................................................ 1
1. INTRODUCTION ................................................................................................. 1
1.1. BACKGROUND ........................................................................................... 1
1.2. OBJECTIVES OF INTERNSHIP ................................................................. 1
1.3. DETAILS OF THE INTERNSHIP AT DE BLAZE ONLINE SPARE
PARTS ....................................................................................................................... 2
1.4. INTRODUCTION OF DE BLAZE ONLINE SPARE PARTS .................... 2
1.4.1. Background of De Blaze online spare parts ............................................... 2
1.4.2. Vision and Mission .................................................................................... 3
1.4.3. Organizational structure of De Blaze Online Spare Parts .......................... 3
1.4.4. Description of Products and Services at De Blaze Online Spare Parts...... 3
1.4.5. Area of Operation at De Blaze Online Spare Parts .................................... 4
CHAPTER TWO ........................................................................................................... 5
2. ASSIGNMENTS AND ACTIVITIES UNDERTAKEN....................................... 5
2.1. ASSIGNMENT UNDERTAKEN DURING IEP .......................................... 5
2.2. ACTIVITIES/FUNCTIONS PERFORMED DURING THE IEP ................. 6
2.2.1. Customer Interaction .................................................................................. 6
2.2.2. Tracking Sales Process .............................................................................. 6
2.2.3. Order Confirmation and Completion ......................................................... 6
CHAPTER THREE ....................................................................................................... 9
3. PROGRAM WORKPLACE RELATIONSHIP .................................................... 9
CHAPTER FOUR ........................................................................................................ 11
4. CONCLUSION .................................................................................................... 11
REFERENCES ............................................................................................................ 12
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CHAPTER ONE
1. INTRODUCTION
1.1. BACKGROUND
The two wheeler industry in Nepal is very large. It is reported to the 28th largest industry
in the world. In the year 2020 alone, 193,000 new two wheelers were registered even
tough with the pandemic and lockdown situation all over the world. According to a study,
the market is predicted to be one of the Top 15 industry in just a few years. The market is
mostly dominated by Indian manufacturer, Bajaj along with Japanese giants, Honda and
Yamaha.

There are a lot of bikes in Nepal and the bike market is very large however the spare parts
of the bikes are not easily available. The spare parts must be imported from India due to
which there is constant scarcity of spare parts for the bikes. Along with that, the spare
parts available in bike showrooms are highly priced and are heavy to the pockets of the
customers. Furthermore, the scare bike spare parts are mostly available only inside the
Kathmandu valley. Due to which, the customers outside the valley have to suffer a lot of
problems for repairing even the simplest of the problems or damages in their bikes.
Due to these issues, as a solution for the problems faced, De Blaze Online Spare Parts
was established.

1.2. OBJECTIVES OF INTERNSHIP

As a partial fulfillment of the requirements of the Bachelors of Business Administration
Emphasis/Honors program of Kathmandu University, I was assigned to De Blaze Online
Spare Parts to do a 8 weeks of internship. The main objective of the internship was to
familiarize the students about the professional environment and gain practical experience.

The objectives of the internship are as follows :

• To learn the application of theoretical knowledge practically.
• To gain the knowledge in real life situation in the organization
• To learn about the work challenges and develop skills to problem solving.
• To acquire knowledge of work process, products and services offered by the
organization.
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1.3. DETAILS OF THE INTERNSHIP AT DE BLAZE ONLINE SPARE PARTS

Table 1 Details of the internship at De Blaze

Address Lagankhel, Kathmandu

Position Intern
Department Customer Service & Sales Department
Working Duration 8 weeks
Work Hours 10 AM – 3 PM (5 hours workday)
Name & Designation of Supervisor at De Mr. Anigeet Nakarmi
Blaze Managing Director
Name & Designation of Internship
Supervisor at KUSOM

1.4. INTRODUCTION OF DE BLAZE ONLINE SPARE PARTS

1.4.1. Background of De Blaze online spare parts

De Blaze was established on March 2019 by Mr. Anigeet Nakarmi. It is located at

Ganibahal, Lagankhel, Lalitpur. It was started as an online upgrade to his father’s
physical store business on spare parts. After seeing a huge potential and also the drive to
progress his family business, he made the decision to uplift the existing physical store of
spare parts to an online business through online business platforms such as Instagram,
Facebook, HamroBazaar, etc.

De Blaze provides genuine spare parts of almost all motorcycles available in Nepal. It
delivers the products all over Nepal. The pricing of spare parts is very competitive and
offers the customers the spare parts at a considerably lower price compared to the prices
of showrooms. The spare parts are sold through online orders from the customers
through the different online business platforms.
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1.4.2. Vision and Mission

Vision
To ensure the supply of best quality products to customers all over Nepal.

Mission
To add value to the company by ensuring maximum satisfaction to the customers.

1.4.3. Organizational structure of De Blaze Online Spare Parts

Managing
Director

Customer
Inventory Finance Marketing
Service & Sales

Figure 1 Organizational Structure of De Blaze

1.4.4. Description of Products and Services at De Blaze Online Spare Parts

Table 2 Description of products at De Blaze

Motorcycle Brands Parts

1. Bajaj Cylinder block, Carburetor, Fuel Injector
2. Yamaha (FI), Fuel Pump, Disc Plate, Chain
3. Honda Sprocket, Throttle Body, Gear Lever,
4. KTM
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5. Suzuki Brake Lever, Tyre, Clutch Plate, Body

6. Benelli Parts, etc.
7. Hero

1.4.5. Area of Operation at De Blaze Online Spare Parts

While as an intern at De Blaze, I worked in the customer service and sales department.
The customer service department is concerned with providing the best possible services
to the customers of the organization. The customer service department at De Blaze is
mostly responsible for handling telephone calls and business portals’ messages.
The sales department is responsible for confirm orders from the customers by ensuring
the mode of payment and the requested product and informing on the delivery timing.

The objectives of the customer service and sales department are as follows :

• To address customer inquiries and queries.

• To assist the customers to proceed with their purchase.

The responsibilities and functions of the customer service and sales department are as
follows :
• Answering Customer Queries
• Addressing customer complaints
• Confirmation of Orders
• Checking the availability with the inventory head.
• Communicate with Delivery Partner.
• Making Follow-Up Calls for reviews.
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CHAPTER TWO
2. ASSIGNMENTS AND ACTIVITIES UNDERTAKEN

2.1. ASSIGNMENT UNDERTAKEN DURING IEP

Introduction
The assignment given to me as an intern at the starting week was to understand and
memorize the products, their variety and their prices. The purpose of the assignment was
to understand the company’s product and be able to identify the product according to the
customer’s need. The assignment involved me to study the details of the products, variety
and their prices.

My role in the assignment

As an intern, I was asked to memorize all the product, product variety and their prices and
also to make an excel sheet recording the products and their prices. Most of the bikes have
unique parts which does not match with other bikes of the same company in compatibility
and also price which is why I had to memorize the individual parts for most of the common
bikes in order to be able to handle the customer queries properly.

Outcome of the assignment

Through the assignment, I was able to gain the knowledge on the different parts of the bike
and it helped me avoid any confusion while addressing the customer queries.

Key learnings from the assignment

I was able to learn the importance of understanding the products of a company first before
interacting with customers and proceeding with sales. The most difficult part of the
assignment was to memorize the numerous varieties of the same spare part for different
bikes.
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2.2. ACTIVITIES/FUNCTIONS PERFORMED DURING THE IEP

2.2.1. CUSTOMER INTERACTION

Introduction
Customer interaction mostly includes answering the customer queries, informing them
about the availability of the requested product, addressing customer complaints and placing
orders.

Procedure of the activity

The process involved in the customer interaction are as follows :
1. The customer contacts the customer service department through phone call or message.
2. The customer service department addresses the customer messages according to its
nature.
(Checking availability, addressing the customer queries and complains, etc.)

My role in the activity

My role in the activity was to inform the customers on the price and the availability of their
inquired product. If the customer orders the product, I was responsible to record it and pass
it for furthers sales procedure.

Key learnings from the activity

Through this activity, I was able to improve my interpersonal communication skills and
also understood how difficult it is to deal with variety of customers.

2.2.2. ORDER CONFIRMATION AND COMPLETION

Introduction
The order confirmation and completion activity involves communicating with the clients
for details of order such as the mode of payment, delivery method, and processes involved
in the selected alternative.
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Procedure of the activity

The procedure in the order confirmation and completion involves the following steps :
1. Confirmation of order details, mode of payments and delivery method preferred by the
customers.
2. Passing the confirmed order for packaging.
3. The packaged product is then given to the delivery partner.
4. Informing the customer on the delivery timing.

My role in the activity

I was responsible to carry out all the procedure of the given activity from the confirmation
of the order details to informing the customers on the delivery timing.

Key learnings from the activity

From the activity, I was able to understand the importance of the coordination between
different departments in order to ensure a smooth sales operation. A small hurdle I faced
while receiving the orders from customers is difficulty to understand the mispronunciation
and misspelling of customers on some spare parts.

2.2.3. TRACKING SALES PROCESS

Introduction
The activities carried out in this process is recording and tracking the phase of a sales
process.

Procedure of the activity

The phases of sales process in De Blaze are :
Order Received Order Confirmed Packaging Handed to Deliver Delivered

The process involved are as follows :

• Track which phase an order is in the sales process.
• Act on the deadlines of any phase.
• Record the transition in the phases.
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My role in the activity

I was assigned to record the transitions of phases in the sales process and notify the superior
and finance department after the completion of sales order.

Key learnings from the activity

From this activity, I learned how to avoid any mess while completing a sales process by
breaking down the entire process in different phases. I personally was very impressed from
the activity and really loved doing it.
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CHAPTER THREE
3. PROGRAM WORKPLACE RELATIONSHIP

The internship program designed for the students to gain experience in the professional
workplace. KUSOM has designed courses that would be applicable and helpful in the
professional workplace. Through the internship program, it has been an insightful experience
of applying the knowledge and insights gained through the courses at KUSOM practically in a
professional workplace. As an intern in a CSD department, I was mostly concerned with
dealing with the customers. Some of valuable skills that I applied as an intern were
interpersonal skill. There was a need to contact the customers either through phone calls or
through social media. I had to communicate with the customers regarding their queries and
concern and also for the order confirmation and follow up process. Likewise, I was also
constantly in contact with the inventory, packaging and delivery department to track and record
the sales process. Hence, interpersonal communication skill was a crucial skill that I was
required to apply during my internship tenure.

For the internship, as the interpersonal skill was the most crucial and applied skill for me, I
would consider the course of Interpersonal Communication in KUSOM that laid out the basics
of formal communication with the customers in a workplace. Through the tips and the rules
included in the course, I was able to better grasp the importance of formal communication with
the customers to maintain a good business impression. The course of business communication
was also valuable in the assignment and communication through written and spoken form to
the customers and various departments. Another course of Operations management was also a
helpful course in understanding the work processes in an organization. The work processes we
learned through the course includes inventory management, supply chain management and the
workflow and how it is applied and carried out in an organization. The course contents was
able to build a better understanding of the workflow processes at De Blaze Online Spare Parts.
The course of organizational behavior was also the course that provided the theoretical
knowledge of interpersonal skills in an organization, determine the different organizational
groups and structure, the core values of the organization, and understanding the behavior of the
employees, management and department. The course of Product and Brand Management was
also immensely helpful in understanding the features of the products of organization and
presenting them through the assignment given to the intern.
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The courses in KUSOM were very practical and helped in developing a foundation to work
effectively in the organization. It has helped us not only develop the technical skills such as
accounting, IT, advertising, marketing skills but also the soft skills such as critical thinking,
problem solving, ethics and communication skills. The technical skills like IT better help in
understanding the communication through social media and digital advertising, products
description. The soft skills such as problem solving is effective in handling the customer
queries and complaints as well. There was also need to deal with customers when their
requested product was not in stock. So such soft skills were essential during my internship
program. During my internship, I didn’t have any instances where I felt that I felt disadvantaged
due to some weakness in the university preparation. There were many courses that I could
relate the theoretical lessons onto the practical work environment and it further helped build
on my knowledge and skills.

As for my contributions during the internship program, I was able to address the customer
queries and inquiries, confirm order and follow up with fast service through the social media
or telephone calls, which impressed the customers and the company heads. This further
accelerated the sales workflow of the company. With fast customer service, many of the
customers also provided good reviews and ratings on the services of the company. I believe
good ratings from the customers would encourage further potential customers to buy their
products through De Blaze Online Spare Parts.

The internship situation was very compatible to the learning objectives that I set for myself as
I did want to further polish and apply interpersonal and communication skills while at my
internship. I was placed in the customer service department which revolves around constantly
interacting with the customers so in my opinion I was able to experience and further learn the
right communication style to interact with the customers. There were some situations which
was difficult to handle while dealing with the customers however with the help of the company
seniors, I was able to handle the situations. I was also able to learn more on digital marketing
of the products and how to effectively market the products in a social media to reach more
customer base. As a marketing student, it was a great learning experience.

Overall, the internship experience was a great learning experience for me in a professional
workplace and to apply the theoretical knowledge gained through the courses of KUSOM
practically.
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CHAPTER FOUR
4. CONCLUSION

Industrial Experience Project (IEP) which is a specially designed program by KUSOM for the
students to experience the professional world first hand and learn to apply the skills and
knowledge priorly learned in classroom. I was able to complete IEP at an motorcycle spare
parts company, De Blaze. As a BBA student and a business enthusiast, this internship has given
me a chance to briefly understand the insides of a business and working process of a company.
I get to learn many things and gain experience in the practical field. Practical knowledge is
more important than theoretical knowledge in a sense that people get to know real work
situation.

De Blaze being a fresh start up, I was able to experience the difficulties and hurdles faced by
startup companies during the beginning phase of its operation. There was high workload on the
small number of employees. Due to which, even as an intern, I saw myself working and
involving in almost every department of the company. Although it was hectic I see it as a
golden opportunity for I got to experience the work and responsibilities of different
departments. Due to this internship experience, in my opinion, it would definitely help if I was
to establish my own business. Even though I was just an intern, I was given great responsibility
to handle the whole of customer service and sales department which at first felt like a lot of
pressure. However, as I worked on the activities with the continuous support and guidance
from the supervisor, I found myself really enjoying my job and was even congratulated by my
supervisor for the great job I did.

To sum up, the experience, knowledge and skill that I gained through the IEP project would
definitely help in transitioning to the professional world. In my opinion, the project is certainly
beneficial to the students to help them to get insights of the professional setting and work
processes. KUSOM has certainly prepared the students for the professional world not only
through the courses but through the values we have developed over the years.
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REFERENCES

• https://www.motorcyclesdata.com/2021/11/15/nepal-motorcycles-industry/
• https://www.instagram.com/deblaze_nepal/