CUSTOMER SERVICE DEPARTMENT

OF
NEOTERIC NEPAL
Teku Kathmandu

Submitted by:
Mahesh jha
Kathford International College of Engineering and Management
TU Registration Number:
Examination Roll Number:

An Internship Report Submitted To:

Office of the Dean
Faculty of Management
Tribhuvan University

In the partial fulfillment of the requirement for the degree of

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

Balkumari, lalitpur
August, 2015
DECLERATION

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I hereby declare that the internship report entitled “ Neoteric nepal ’’submitted to Kathford
International College Of Engineering And Management , As Well As Faculty Of Management,
Tribhuvan University is my original work done in the form of partial fulfillment of the
requirements of Bachelor Of Business Administrator (BBA) under the supervision of Mr. Hari
Adhikari.

Mahesh jha

Exam Roll No:

T.U.Reg .No:

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 ACKNOWLEDGEMENTS

I would like to express my gratitude to all those who have helped me during my internship at
Neoteric Nepal Pvt. Ltd. And in the preparation of this report. In particular I would like to
thanks Mr. Amit Kumar jha , the Branch manager , Meenu Goenka , Human Resource Manager
of Neoteric Nepal for selecting and guiding and cooperating with me.

TABLE OF CONTENT
Recommendation Letter i
Internship Completion Letter ii

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Declaration Letter iii
Acknowledgements iv
Table of Content v

CHAPTER 1: INTRODUCTION
1.1. Background of the Study
1.2. Objective of the Study
1.3. Methodology of Study
1.3.1. Organization selection
1.3.2. Source of Data Collection
1.3.3. Placement
1.3.4. Duration of Internship
1.4. Activities Performed
1.5. Limitation of the Study

CHAPTER 2.INTROUDUCTION OF GOLCHHA INDUSTRY

2.1 History of Industry
2.2 History of Industry In Nepal
2.3 Summary

CHAPTER 3.INTRODUCTION of NEOTERIC NEPAL

3.1. Introduction
3.2 Mission
3.3 Vision
3.4 Objectives
3.5. Awards and Recognitions

CHAPTER4. ANALYSIS OF ACTIVITIES DONE AND PROBLEM

SOLVED

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4.1. Reception/Administrative section
4.2. Sales and Marketing department
4.3. Duties and responsibilities of sales and marketing department
4.4. SWOT ANALYSIS
4.4.1. Strength
4.4.2. Weakness
4.4.3. Threats
4.4.4. Opportunities
4.5. Observation Gap (Theory and Practice )

CHAPTER 5.CONCLUSION AND LESSON LEARNT

5.1. Conclusion
5.2. Lesson Learnt

BIBLIOGRAPHY

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 CHAPTER ONE
INTRODUCTION

1.1 Background
Bachelor in Business Administration (BBA) is the semester wise new academic full time
program for management under the affiliation of Faculty of Management Trivhuwan University
(TU), with eight semesters (120 credit hours ) provision covering international standards of four
year and constituting general business course and advance course for specific concentrations. It
is designed to provide comprehensive and practical knowledge in order to increase the ability of
the student to tackle the business problems, grapes and opportunity and face the treats.

The TU’s BBA program is designed to integrated conceptual framework of management

study with its applications. Instructed by distinguished faculties, prominent visiting professors
and experts, students learn to integrate changing human and information resource with
continually developing technology, while nurturing the entrepreneurial spirit that has always
been a key to successful business and management.
The BBA program prepare graduates for managerial position in the global market place packed
with WTO challenges and opportunity of 21 st century .Such manager need to balance the goals
of economic success with the constraints of grater social and environment challenges.

Internship is a practical section of the BBA course is mainly targeted at giving the practical
exposure to the student who have acquired the plenty of theoretical knowledge in the related
field of study. The students are opportune to participate into the organization to learn and solve
the real life problems and develop the knowledge and skills they have learned. Similarly,
Internship is an opportunity to observe, learn and understand the corporate culture, acquire
knowledge and skills in the respective field in which helps the student in their further career
development. Internship provided the main opportunity to understand how the knowledge
acquire through the lectures, group discussion and formal study is applied in the real working
situation.

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Through the provision of the internship, each student’s interpersonal skills and communication
skills are highly developed to sustain freely in this era. To cope with the changing environments
internship is a platform for gaining greater knowledge to perform effectively with working
experience.
The specialized subject “Marketing” provides the basis theoretical background about the market
system.

“Marketing” is a specialization course that a student can choose to study in the fourth year. I
worked in the sales and marketing department of NEOTERIC NEPAL and I found the internship
is very fruitful in acquiring practical knowledge and developing skills. During my internship I
felt honoured to get cooperation and support from every staff of the company especially the
marketing department. I consider the internship to be the opportunity to learn the Organizational
culture and behavioral aspects of different personnel working in an organization.

1.2 Objectives

Internship plays a vital role in gaining practical knowledge and in developing our confidence
level. Objective of our work is to gain sufficient knowledge abot working system of the
organization. Thus, internship is done to develop our coping ability in the organization where we
work. The main objectives of the Internship are:

a. To know about the day to day operation activities of the company.

b. To understand and help different types of customer.
c. Develop self confidence as they identify skill, abilities and talents.
d. To observe the gap between theory and practical experience.
e. To gain the knowledge about sales and marketing abilities.
f. Develop personal relations skills and dealing.
g. To know the functions and the responsibilities of marketing.
h. Acquiring experience helps to secure the future employment.

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1.3 Methodology

This internship report is based on personal experience and knowledge of the intern that was
acquired during the period from the NEOTERIC NEPAL Teku, Lalitpur, Nepal. the primary
data or most of the information are collected from the office documents such as Brochures,
Annual Reporters, Booklets, Monthly bulletin, Where as secondary data were collected were
collected from the different daily newspaper and business Magazines. The internet was a real
helpful in the case of data collection through different search engines. This internship report is
totally based on the experience of the intern that was gained during the internship period.

1.3.1 Organization selection

As per the academic requirement of BBA, we need to carry out the minimum eight weeks
internship in the related sectors. As my specialization was marketing, I needed to complete my
internship in the marketing sectors. For this I assessed the various marketing field among which I
selected NEOTERIC NEPAL at Teku, lalitpur for my internship. Before selecting NEOTERIC
NEPAL ,I consult with my friends and seniors about their experience and found this organization
very convicing. Accordingly, I dropped college recommendation Letter, there after I followed
regularly with assistant manager till I was appointed for the internship. Finally I was appointed
on Baishakh 22nd the NEOTERIC NEPAL on customers desk.

1.3.2 Placement

The duration of the Internship has been defined minimum of eight weeks by by Tribhuvan
University, during this period I was placed at sales and marketing department of NEOTERIC
NEPAL.

1.3.3 Duration

My internship had started from 22nd Baisakh to 22nd Ashar 2072 . I was focused to work in sales
and marketing department which provided me opportunity to learn various sales and marketing
activities.

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1.3.4 Activities perfumed

Initially I was assigned to handle the reception and administrative activities of the organization.
After one week I was assigned to sales and marketing department. In such department as an
intern I carried out several activities in this department such as helping in marketing dealing and
transactions, helping to deals with the tenders received from contractors and various suppliers of
a NEOTERIC company etc.

Sales and Marketing Department

The main functions of the sales and functions department are cooperation between multiple
departments in a company is essential for increased profits. Production departments and
marketing or sales departments have different functions, but a similar overall objective. Both
departments look to enhance sales and profits by supplying products that customers need or
want. Marketing and sales support within the production department can help tie the customer
preferences to the production process. The main function of a sales department is attract and
retain customers, to meet the customer demand with appropriate supply, top help marketing
department in meeting the sales volumes for casted by them.

Followings are the major activities I performed in this marketing department are as follows:
a. Direct and coordinate company sales and marketing functions.
b. Direct and oversee the company marketing function to identify and develop new customers for
product and services.
c. Participate in the development of new proposals.
d. Plan and coordinate public affairs, and communication efforts, to include public relations.
e. Represent the company at various community and/or business meetings to promote the
company.
f. Helping in collecting and interpreting various sales and marketing dealings and transactions.
h. Work with the department managers and corporate staff.

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Besides this ,there are various activities and responsibilities that I performed during my
Internship period in this organization such as dealing with several contractors, suppliers and
marketing personnel’s of NEOTERIC NEPAL and companies, handlings several marketing and
official activities.

1.4 Limitations of the study

a. As the internship was to be completed within the limited time period of eight weeks, it was
impossible to have in depth study of all the activities of all the departments.
b. Thus report is mainly based on the practical knowledge gained during the internship period
and theoretical knowledge that has been previously studied.
c. The company’s policy in keeping some matters confidential prevented from analyzing the
various critical facts and issues.
d. The company’s staffs were highly occupied by their work so they had very little time to
interact with us.

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 CHAPTER TWO

INTRODUCTION OF INDUSTRY

2.1 History of Industry

Golchha Organisation is one of the leading Private Sector Enterprise having various Industries
under its flag such as Steel Utencils, Steel Sheet, Tubes, Wires, Sugar, Rice, Paper, Jute etc. It is
also a pioneer organization representing various companies such as Daihatsu (Japan), Samsung
Televisions and home appliances, Nokia Mobiles, Bajaj (India), Ford Motors, Apple computers,
etc. The Organization has few trading companies which are engaged in Imports and Marketing
such as Furnace oil, Food grains, oilseeds, Fertilizers, Cement, Sugar, etc . The Organization has
Service sectors also including an Eye hospital, School etc.

The Golchha Organization is a US$ 225 Million company employing 15,000 people. During its
100 year history it initiated industrialization in the country and was a key promoter of foreign
trade relations. It is active in Agro-business, steel and engineering, consumer products
manufacturing, trade, insurance and banking, information technology and more, including three
philanthropic charities. Neoteric India started operation in 1997 and is one of the country's fastest
growing IT distributors. It reaches 320 Indian cities and has over 6,000 channel partners.

2.2 History of Industry in Nepal

It is a new company in the travel industry, through collaboration between existing and leading
ventures of Nepal, with Golchha organization being one of them. It is a web based company
intended to provide extensive and useful information in apersonal and relevant manner for
tourism in Nepal. The Company’s motive is to “Sell Nepal Directly” and our approach is to
make its service highly personal and interactive on the web.

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The present study is an attempt to document the Golchha practices in Nepal and its changing role
over the years. While documenting the practices, efforts have been made to find out literature on
Nepalese context. In each of the interaction in the district centre, attempts have been made to
make business community aware of the changing role of Golchha in the international perspective
and the role they can play as a group or as an individual in uplifting the well being of the society
by following international practices and through resolution of conflict situation. Efforts are also
being made to encourage business community to actively participate in conflict resolution and in
the peace process.

2.3 Summary
Golchha organization is one of the biggest industry of Nepal , which hold the economy sector of
Neplease economy . Neoteric Nepal is an number one distributer of tools and technology to
grow up the IT sector . It helps to develop the nation to use the opportunity of IT for the locals.

Involved in a wide range of IT companies. From start-ups to leading companies in the country
involved in diverse areas such as:
- Hardware marketing
- Enterprise infrastructure
- Software development
- Web marketing
- System Integration
- Digital Marketing
- Online Tourism

CHAPTER THREE

INTRODUCTION OF NEOTERIC NEPAL

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3.1 Introduction

Neoteric Nepal is a Golchha Organization company in strategic partnership with Neoteric India.
This partnership leverages the the experience of the largest, oldest and strongest corporate house
in Nepal with the sophistication and scope of a distributor that does business with virtually every
major IT vendor in the world.

Neoteric Nepal is the number-one distributor for information technology, communications and
entertainment products in Nepal. We have the top market share for all products we distribute,
and a huge base of satisfied and loyal customers gained through adding real value both pre- and
post-sale.

3.2 Vision

Neoteric Nepal is the number-one distributor for information technology, communications and
entertainment products in Nepal. We have the top market share for all products we distribute,
and a huge base of satisfied and loyal customers gained through adding real value both pre- and
post-sale.

We do this by representing prestigious brand name products from around the world – products
that consumers know are reliable and high-value. We use our nationwide, robust distribution
system to serve all consumers in the country through a dedicated network of business partners.

We deliver profitable business propositions for our vendors, our dealers and ourselves by
creating satisfied customers.

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3.3 Partners

Neoteric's spectrum of products covers the complete information technology sphere –

computers, laptops, displays, storage, and printing and imaging products – plus mobile
telephones, network servers and routers, entertainment and lifestyle technology, power
management and a full-service repair centre. We partner with the best companies in the world:

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Company Products

Dell Laptops

Displays, Storage Products, Projectors, Photo

Samsung
Frames

HP Laptops, Printers, Consumables

3.4 Distributers in
Apple Macintosh Computers, iPods, Accessories
Nepal
Nokia Mobile Phones
Neoteric's network of 29
dealers around the country
Peripherals, Lifestyle and Entertainment
Logitech reaches more than 200
Devices
computer and technology
outlets and 300 mobile
AMD CPU
telephone shops. We own our
own warehouses in
UMAX Peripherals, Memory
Kathmandu, Pokhara, Butwal
and Biratnagar.
Wipro PC, Laptops, Servers

MoserBaer Optical Media

3.5 Objectives
MoserBaer Optical Media

Neoteric is the largest IT

CISCO Routers & Switches distributor in Nepal and the
first to use modern
BIOSTAR Biostar Boards distribution techniques.
Neoteric was the first
KINGSTO
Memory Cards company to offer a warranty
N
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and service network. We have a history of successes in promoting our brands: the leading market
share for Samsung, eliminating the grey market in Nokia products, the first to distribute Apple
computers, and much more.

Neoteric has the best network of dedicated partners and organized distribution. We use
sophisticated marketing and branding concepts and have invested heavily in infrastructure and
technology.

Our knowledge of Nepal and the breadth of our reach across the market is unmatched, and we
operate on sound financial principles. Our rapid growth and high profitability make us the ideal
business partner, and we are committed for the long term to the country, our dealers and our
customers.

CHAPTER FOUR
ANALYSIS OF ACTIVITIES DONE AND PROBLEM
SOLVED

During my eight weeks period of internship I have worked firstly for the reception and

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administrative section initially for one week and then I was shifted to the sales and marketing
department M.B. construction company. Here my report is based on this department which I
learned from the two months.

4.1 Reception/Administrative Section

Administrator Receptionist to work in a busy accounts office will be acquired to check and mark
off paperwork, input tickets onto systems, add order numbers to system, preparing invoice for
the post, answer telephone, dealing with queries as well as all general admin duties as required.
Previous office experience is essential, must be smart and professional with excellent
communication skills, should have strong administrative and secretarial skills and have some
previous reception experience. Main duties will include meeting and greeting visitors , answering
incoming telephone, providing administrative and secretarial support and other general
administrative work.

4.2 Sales and Marketing Department

Sales and marketing department typically are focused outward, toward the customer. The
organization structure of your sales and marketing teams however, playing a significant role in
success of your efforts and can drastically affect your bottom line, sales and marketing
departments consults with day to day selling ,purchasing and market dealings of an organization.
As an interim, I was given the responsibility of helping in official sales and purchases of tools
and equipments, dealing with each and every official transaction and market dealings related to
various construction works and activities etc.

Besides this, I have performed several activities during the period of my internship some of them
are as follows:
a. Initially I performed various reception and administrative activities.
b. Marketing activities including selling, purchasing, of official equipments.
c. Communicating with contractors, suppliers and engineers for the convenience of various
construction projects and sites.

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d. Dealing with ultimate clients and consumer regarding to the construction projects and sites.
e. Allocating and handling marketing and selling expenses of the company

4.3 Duties and Responsibilities of Sales and Marketing Department

a. Assisting Marketing Manager in coordinating various integrated communication and

marketing activities.
b. Working with customers in developing case studies,refrences,and testimonials.
c. Implementing projects management system for documenting and tracking activities.
d. Supervising the production or implementation of marketing materials.
e. Monitor and report on activities.
f. Maintain reporting processes.
g. Assist in carrying out market research,competitor and customer’s surveys.
Group participation with staffs and members in various marketing transactions.

4.4 SWOT Analysis

A SWOT analysis is a subjective of data which is organized by swot format into logical order
that helps to understanding, presentation, discussion and decision making.

Strength

 Proper management skill.

 Use of modern technology and machinery.
 Skilled, qualified and dedicated employee.
 Good coordination and control among subcontractor and material provider.

Weakness

 adequate coordination between staff and workers

 Lack of inexperience staffs

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Opportunity

 Company prove to offer opportunity to citizen by creating job, encouraging economic

development
 Good relation with customer and bidders which helps company to work or gain future
contracts
 Good goodwill
 Better coordination among employee
 Working in group also boosts up the moral of employee

Threats

 Lack of time management in organization

 Many competitor from different service provider
 Unbalance geographical distribution
 Uncertain strikes
 Lack of new technology

Observation Gap

Though the basic thing we learn in theory during our academic period and what we practice in
real setting are similar. There is some gap in between theoretical aspect and practical side .The
knowledge we gain in theory and what we actual practice in real life differ in some extend. Some
of the gaps between theory and practical during the internship are as follows:

1.The theories we learn are very much difficult to actually implement in our real work setting.

2. BBA program aims to develop the student for middle level management, we were allowed for

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clerical tasks but not for managerial tasks but not in real environment, for example , using new
and advance technological requirement.

3.The problem of solving tasks at the organization is not easy as it seems while going through it
theoretically.

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 CHAPTER 5
CONCLUSION AND LESSON LEARNT

5.1 Conclusion

In this competitive and dynamic agama person cannot be competitive enough without acquiring
in both theoretical and practical aspects and getting exposure in the practical fied. The main
objective of the internship program is to provide us a platform and foundation for starting career
in the field which we have done in our specialization. Practical knowledge is more important
than theoretical knowledge in a sense that once people enter in real work setting, diverse
situation, novel problems, difficulties, and challenges arises which the person more dynamic and
enthusiastic. Dealing with the complexities develops the interpersonal and communication skills
and further shapes our personality .So, this internship program was really a golden opportunity to
expose our knowledge and skills.

During my internship, I found out the customers are the greatest assets of any companies. various
companies are constantly attempting provide better or quality service to the customer.

Last but not the least I conclude that M.B. Construction is excellent on terms of all their services
despite with pros and cons with the issue related customer satisfication. M.B. Construction Co. is
one of the most promising company today and have an opportunity to increase their market share
by improving their customer satisfaction by overcoming their weakness and doing their best to
retain quality services.

5.2 Lesson learnt

During my internship period I have learnt that socializing with the people, dealing with senior
staffs, making environment cozier and friendlier are equally important in the organization.
Similarly, informal interaction and communication among the employees help to ease the
monotony of the job and create a pleasant working environment.

The lesson learnt is as:

 How to deal with the managial pesonnel’s.

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  How to respond to customer queries.
 Inform the customer about the serv ices and facilities provided by the company.
 Print tender related statements and documents.
 Reporting various market dealings and sales to managerial heads.
 Help to deal with ultimate clients and transactions in absence of company.
 How to allocate selling and other marketing expenses.
 Using various office equipments like fax,printer,scanner,and photocopy machine.

Lastly ,working in M.B. Construction as an intern ,I was able to develop some qualities in me
which will be helpful for me throughout my life.Internship in such a company not only gives us
an insight to learn about how various organizations perform s selling and marketing transaction
in Nepal,but also boosts our future prospects in various other companies.

I would like to thanks M.B. Construction Co. once again for giving me an opportunity to grow
up practically in it’s compressive and dynamic marketing environment.

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 BIBLIYOGRAPHY

www.neoteric.com

www.hubs.com

www.google.com

www.facebook.com

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