Internship Report Muhammad Navid Iqbal MC 080403727

8/12/2019 Internship Report Muhammad Navid Iqbal MC 080403727

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Thal Limited Jute Division

INTERNSHIP REPORT

Thal Ltd (Jute Division) MUZA AR!ARH

SPE"ILIAZATION# M$A (MAR%ETIN!)

Su&'itted & #Muha''ad Navid I &al

M" *+*,*-./.(/**+0/*11)

Submission Date: 12-July-2011

Report submitted to the Department of Management Sciences of VirtualUniversity of a!istan in partial fulfillment of the re"uirements for the degree of

Masters in #usiness $dministration

Department of Management Sciences Virtual University of Pakistan

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Dedication

ToMy lovely parents

And Teachers

Who always encourage me to workhard

And guided me towards the rightdestination.

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A"%NO2LED!EMENT

P RAISE IS TO A LLAH 3 the Cherishes, and Lord of the world-most Gracious andmost erciful!

" am #rateful to almi#hty $llah for enablin# me to com%lete the wor& %resented in this

thesis! "t is throu#h his unendin# mercy that this tas& mo'ed towards success!

$fter $llah " would li&e to admire the %ersonality who is the best #ift by $llah for me,

my PARENTS whose %rayers are always with me and " feel that " am nothin# without

their %rayers, s%ecially my mother who moti'ate me to carry on my education after a #a%!

" also wish to e(%ress my #ratitude for all those T EA"HERS 3 RIENDS AND

ASSO"IATES of me, without their hel% this wor& was not %ossible!

" am also #rateful to my honorable teachers for teachin# me to see the sil'er linin# in

e'ery dar& cloud! " am bound to than& my teachers for de'otin# their 'aluable and

%recious time to hel% me in com%letin# internshi% re%ort!

" would s%ecially li&e to than& followin# %ersons for their co-o%eration and hel% durin#

my stay at )hal Limited * Jute Di'ision!

r! uhammad Sa+lain $&htar Chief %eratin# fficer

r! $bul assan .u&hari /$ "

r! 3ia aider /Sales

r! u&htar ehdi Dy! /4urchase

r! Safdar ussain .u&hari Sales fficer

5ith out their &ind su%%ort " would not be able to com%lete this re%ort! "t was a 'ery

refreshin# and informati'e e(%erience for me to wor& there!

" would li&e to than& my uni'ersity for %ro'idin# me the o%%ortunity to wor& in the

%ractical en'ironment of )hal Limited * Jute Di'ision! $nd also " would li&e to than& my

teachers and collea#ues, who #uide me in 'arious %hases of com%letin# my internshi%!

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M4 NA5ID I 6$AL

EXECUTIVE SUMM !"

I am a student of Master in Business Administration in Virtual University

of Pakistan Lahore. My University has assigned me the internship after

completion of my regular studies and exams so I !oined "hal Limited #ute

$ivision Mu%affargarh for this purpose.

"he main o&!ective of this internship is to prepare V.U 'tudents for the

practical field (hich (e (ill !oin after this. I en!oyed (orking in this

organi%ation. All the (ork (hich (as assigned to me I did it (ith my full

responsi&ility. I did my !o& in Accounts) *inance) Purchase) and 'ale

departments in order to o&tain full kno(ledge a&out the patterns and

procedures in this particular organi%ation.

I hope my "eachers (ill give nice response to my effort.

Muhammad Navid IqbalStudent ID: - Mc 080403727

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T A$LE O " ONTENTS

DES"RIPTION P A!E NOLETTER O UNDER TA%EIN! 7 777777777777777777774 /INTERNSHIP"ERTI I"ATE 777777777777747777777774 -DEDI"ATION 77777777777777777777777777777744 ,

A"%NO2LED!EMENT 7777777777777777777777777777744 8

E9E"UTI5E SUMMAR: 77777777777777777777777777 ;

T A$LE O " ONTENT 7777777777777777777777777777774 .$ A"%!ROUND 77777777777777777777777777777777774 nli&e a %arameter

/characteristic of a %o%ulation a statistic is a characteristic or measure of a sam%le!

Net PCo@it

ften refer to the bottom line, net %rofit is calculated by subtractin# the com%anyEs total

e(%enses from total re'enue, thus showin# what a com%any has earned /or lost in a #i'en

%eriod of time /usually one year , also called net income or net earnin#s!

unBtions

)here are three basic functions of $ccounts De%artment 'i ! $ccountin#, 6inance and

4ayment

ABBountinG

a 7ee%in# the boo&s of accounts in accordance with the rules!

b "nternal chec& of transactions affectin# the recei%ts and e(%enditure!

c 4rom%t settlement of %ro%er claims a#ainst the com%any!

inanBe

a )enderin# ad'ice to the administration in all matters in'ol'in# com%any 6inance!

b Com%ilation and control of bud#et /includin# e(che+uer in consultation

5ith the other de%artments,

c Hnsurin# no financial irre#ularity in the transactions

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ReBei t and Dis&uCse'ent

a a&in# %ayment to the res%ected %ayees,

b 4re%arin# %ayment schedule and arran#in# %ayment to the Labour accordin#ly,

c Collection and de%osit of cash recei'ed on account of sale and others!

"n addition to abo'e, as a ana#ement $ccountant the followin# functions are

carried out: -

a 4ro'idin# financial data for mana#ement re%ortin#,

b $ssistin# in'entory mana#ement %artici%ation in %urchase contractin#

decisions,

c Conductin# sur'eys for ma8or schemes,

d "nter%ret financial statements,

e Com%ile cost data and %re%are cost re%orts,

f H(%lore a'enues of controllin# staff and materials costs,

# "nstitute and o%erate bud#etary control %rocedures,

h 4artici%ate in all ca%ital e(%enditure,

i ratin# %ricin# decisions and conductin# ins%ections!

Duties

)he wor& of the accounts office falls mainly under the followin# di'isions:-

1 $dministration

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B .ud#et

= Cash and 4ay

I Com%ensation Claims

A Hn#ineerin# $ccounts includin# Construction $ccounts and Sur'eys

Hstablishment $ccounts

< 6inance and 4lannin#

10 "ns%ection /H(ecuti'e and $ccounts ffices

11 ther e(%enditure accounts includin# de%artmental caterin# accounts

12 46 and %ension

1B Stores accounts and in'entory control

1= )raffic $ccounts

1I )raffic costin# and

1A 5or&sho% accounts!

"n addition to abo'e, the %rofessional control is e(ercised in res%ect of Statistical .ranch,

HD4 Centre and 5or&s $ccounts .ranch!

Po eCs#0

)he 'arious functions described at are carried out by officers /Gr! $ . and staff /Gr! C

D as %er the instructions %rocedures contained in the com%any article, anuals as

#i'en below! 4owers to carry out these functions are further dele#ated the .oardEs

instructions issued from time to time and dele#ation of %owers /S 4s to G and further

down the line of hierarchy!

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PCoBeduCe @ollo ed in the deBision 'a inG CoBess#0

)he %rocedure followed in decision ma&in# %rocess starts from su%er'isory le'el /Gr!C

this is a system of internal notin#, brin#in# out 'arious facts and fi#ures with rele'ant

rules, article %ro'isions, and other standin# instructions! )hese notin# are sent to hi#her

le'els and decisions are ta&en by the authority to whom %owers are dele#ated!

"n addition to abo'e, decisions are also ta&en in 'arious meetin#s with other e(ecuti'e

officers, audit officers, or#ani ed unions!

ABBounta&ilit #0

fficers and staff are accountable to the e(tent of duty tas& entrusted!

NoC's @oC disBhaCGe o@ @unBtions#0

H'ery em%loyee officer of the hierarchy is #i'en duties within the framewor& of duties

described! 6or dischar#in# of function followin# norms are a'ailable!

1 Duty ours

2 Disci%line

Rules

6undamental ules, Conduct ules, Disci%line $%%eal ules, Lea'e ules, 46 ules

and 4ension ules etc !

ReGulations

inimum 5a#es $ct, Com%anies rdinance, ?e#otiable "nstruments $ct, "ncome )a(

$ct, Sales )a( $ct, $rbitration $ct, 6actories $ct, 5or&men Com%ensation $ct, 4ayment

of 5a#es $ct, ours of Hm%loyment e#ulation $ct, Consumer 4rotection $ct, Contract

$ct, $%%rentice $ct!

InstCuBtions

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.oardEs instructions, G Es instructions and local instructions issued by the Ds!

ReBoCds

)he list of records with %eriod of %reser'ation is %ro'ided in the $ccounts Code!

Generally the followin# records are maintained for the day to day dischar#e of different

functions!

1 Ser'ice ecords, 4ay Sheets, 4ension 4ay rders, 46 led#ers, Lea'e $ccounts,

Loans and $d'ances e#isters, 4aid Fouchers, >n%aid Statements, Statements for

establishment claims!

2 4aid .ills, ContractorEs Led#ers, Security De%osit, iscellaneous $d'ances,

Contract $#reements, 4urchase rders, 6unds e#isters, 4aid che+ues, $d'ices and

certifications of H(ecuti'es, 4ay rders, and .ill "nward utward for e(%enditure claims!

B Che+ues e+uisition Summary, Summary of che+ues issued, 4aid Che+ues, Journal

Fouchers, Cash .oo&, )$ D$, econciliation statements of che+ues issued, Sus%ense

e#isters, Led#ers, Schedules!

= 4lans and %ro%osals, estimates, Schedule of ates, Sanctions, rders, "nstructions,

and ecommendations!

I .ud#etary statements, .ud#et Grants, .ud#et re+uirement statements of other

de%artments, Statement of e(%enditure, Control statements, $udit eferences and

$%%ro%riation $ccounts for .ud#etary wor&!

A Stoc& Statements, Su%%liers Led#er $ccounts/4urchase Sus%ense , DebtorsEled#ers/Sales Sus%ense , "n'entory Control Statements, Falue 'ariation statements/Stoc&

$d8ustments , List of su%%liers, List of stoc& items, ate Contracts, unnin# Contracts,

.ul& rders and Letters of Credit for Stores $ccounts!

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ut%ut statements, cost data, on cost statements, 4roduction 4lannin# statements,

Stores issue summary, Labour summary, "ncenti'e statements and stores issue recei%t

notes!

To 8 SeCviBes "o' an s ABBountinG De aCt'ent OutsouCBe

$ccountin# is one area which e'ery com%any has to maintain but mostly not %art of their

core business! "t is also one of the areas that &ee% chan#in# e'ery year and the com%any

has to a##ressi'ely &ee% u% with the chan#es in the ta( code! )his includes mana#in#

your boo&s till you finish u% with %ayin# ta(es! 6or a com%any to sur'i'e in an

en'ironment where mista&es are costly and de%endent on how well they can %lay the

accountin# #ame correctly, they should ha'e an outstandin# accountin# de%artment! )his

could either be in-house or com%letely outsourced to some #ood ser'ice %ro'iders!

$ccountin# is a critical com%onent of your business and care should be ta&en to em%loy

the best and the bri#ht! )hese accountants should be ahead of e'ery ta( and boo& &ee%in#

#ame! )hey should stay abreast with e'ery ta( code chan#es! ore so o'er they should

be ca%able of findin# ways to sa'e more for the com%any! .ut ha'in# an in-house teamfor this is often 'ery costly #i'en the %rice of %ublications to subscribe and the time it

ta&es to #o the com%licated laws! )he best would be to outsource this tas& and ha'e a

limited in-house staff to o'ersee the o%eration! )his is one area where a se%arate e(%ert

entity ma&es a lot more sense and you can rest assured that the team is &ee%in# u% with

the chan#es and sa'in# you money and hel% you run the core business without

distractions!

ere is the to% I list of accountin# areas:

1. $oo %ee inG

)his in'ol'es maintainin# your sales led#ers, %urchase led#ers and cash boo&s!

2. Pa Coll#

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)his is a lot com%le( than you thin&, choosin# the ri#ht software and constantly &ee%in#

u% with the ta( codes is by itself a 'ery com%le( tas&! "n this a#e the base salary is 8ust

one com%onent, the ma8ority is based on %erformance and achie'ements! )hese factors

are hi#hly 'olatile, and add a different e+uation to %ayroll %rocessin#! utsource this first

if you ha'e more than 20 em%loyees!

-4 5alue Added Ta #

Falue added ta( is one of the 'ery com%le( ta( re#imes which e'ery com%any should

see& ad'ice with %rofessionals! )he customs and e(cise is a 'ery tas& intensi'e area and

ha'in# in-house e(%erts for small com%anies who do a lot of im%orts and e(%orts is acostly misuse of scarce resources! Kou should find out the fol&s who can &ee% u% with the

com%le( ta( chan#es and who can ensure the returns you file are accurate without any

o'er%ayments or under%ayments! )he o'er%ayments are one time loss, but

under%ayments will come bac& to haunt you!

,4 inanBial ABBounts#

)he financial accounts should be maintained and shown at 'ery strict time limits! )his is

usually a race a#ainst time! "f you ha'e an in-house team, they may %erform this well in

normal situations! .ut sometimes there may be some audits where the time to resol'e

issues will be a bi# %ressure %oint and your in-house staff cannot 8ust ta&e it! "t is better

that a #ood ser'ice %ro'ider mana#es this area for you!

84 "o' an @oC'ation and BoC oCation la #

)his is one ser'ice which is wildly %o%ular for its outsourcin# ability! Kou can easily #etthe ser'ices of a #ood com%any to ta&e care of the com%any formation and re#istration

as%ects! Kou need someone to tal& to the ta( authorities on your behalf! )hey should also

be 'ery well 'ersed in the %articular industry se#ment your com%any is in! )his ensures

the ta( o%%ortunities and relief a'ailable for your com%any can be fully utili ed and

%ro%er structure could be em%loyed

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THAL LIMITEDABBounts De aCt'ent

Ma oC SeBtionsABBounts De aCt'ent o@ Thal Ltd4 (Jute Division) has the 'a oC seBtionhiBh Ban &e desBCi&ed as2aGes# 0

"ts is in'ol'ed in all ty%es of acti'ities related to the wa#es of the em%loyees itincludes

4ayroll 'ertime Lea'e Hncashment

5!4!4!6 4ro'ident 6und /4!6 4!6 Loan 4rofit on 4!6 "n'estment Statistics about 5a#es of the Com%any

inanBe# 0)he finance section of )hal Ltd! /Jute Di'ision %erforms the acti'ities such as

$llowances of em%loyees such as fuel and )!$!D!$ 4re%arin# Che+ues and Cash 'ouchers .ud#et com%arisons .an& econciliation 6inancial %osition of com%any ban&s Deduction of all ty%es of ta(es such as "ncome ta(, sales ta( and flood surchar#e

etc De%ositin# these ta(es into the treasury of Go'ernment

Audit# 0$udit section is &nown by almost e'ery %erson in the business world so li&ewise

other business )hal Ltd! /Jute Di'ision also %erforms the acti'ities such as

5ee&ly store audit onthly com%any audit of %lant and machinery and s%ares $nnual internal audit of the com%any el%in# the auditors in final audit of the com%any "!S! sur'eys eetin#s about audit Daily cash chec&in# audit

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"ostinG# 0Costin# section is a 'ery im%ortant section of )hal Ltd! /Jute Di'ision accounts

de%artment"t %ro'ides us the ser'ices such as

.ud#et %re%aration .ud#et com%arison 6inancial statements Daily %roduction re%ort $nnual accounts of the com%any 5ee&ly and monthly accounts "nternal re%orts of accounts

THAL LIMITEDMain StoCe

PuC ose

)he %ur%ose of main store is to &ee% and %ro'ide store s%ares!

)o %re%are Gate 4asses of re%aired and re8ected items!

)o enter the issued items in com%uter to u%date the +uantity!

Collection of ins%ected items from ins%ection section!

SBo e

$ll the abo'e mentioned %rocedures are a%%licable to store!

Res onsi&ilit

Store officer is res%onsible to im%lement the documented %rocedures in order to %ro%erlymaintain the store!

De@inition

!RN : Goods ecei%t ?ote!

PR : 4urchase e+uisition!

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MRP : aterial e+uirement 4lannin#!

ROL : eorder Le'el /e(%ected consum%tion durin# order and

dis%atch recei%t of material Q safety stoc&!

TR : )ruc& ecei%t!

Lead Ti'e ( 4urchasin# )ime of "tem

)ime re+uired %rocurin# and recei%tin# the material in store!

General item R 12 days4rintin# stationary R 21 days"m%orted items R 2=0 days

STANDARD OPERATIN! PRO"EDURE (S4O4P)

"lassi@iBation o@ PuCBhase Re uisition

System #enerated eorder Statement /Class 9$N items ! System #enerated eorder Statement /Class 9.N items ! anual %urchase e+uisition /Class 9CN items !

PuCBhase Re uisition @oC "lass KA Ite's

!eneCation Ti'e

)his statement is #enerated once a wee&!

A CovinG AuthoCit @oC PuCBhase Re uisition

Statement is forwarded to rele'ant de%artment for re'iew and chan#e, if any desired! )his

statement is re'erted bac& to store for %re%arin# 4urchase e+uisition of a%%ro'ed items!

)his document is a%%ro'ed by the de%artment heads accordin# to their monthly needs!

PuCBhase Re uisition "iCBulation

4urchase e+uisition is circulated as under:-

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6irst co%y is sent to 4urchase ana#er!

Second co%y is &e%t for store record!

PuCBhase Re uisition @oC "lass K$ Ite's

!eneCation "CiteCia

)his statement is #enerated by the system based on reorder le'el %redefined in res%ect of

each in'entory item

!eneCation Ti'e

)his statement is #enerated twice a wee&!








PuCBhase Re uisition @oC "lass K" Ite's

!eneCation "CiteCia

?o reorder le'el is %redefined in the system, as no scheduled re+uirement e(ists for them!

anual document initiate the %urchase of these items!

!eneCation Ti'e

$s and when re+uired by the user !


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Concern de%artment send 9 aterial 4rocurement emoN to ain Store for %urchase

re+uisition and Store %re%are %urchase re+uisition!





PuCBhase Re uisition @oC I' oCted Ite's

!eneCation "CiteCia

)his statement is #enerated by system based on ty%e of in'entory /"m%orted defined in

the system!

!eneCation Ti'e

$s and when re+uired by the user !

A CovinG AuthoCit @oC Status







PuCBhase Re uisition @oC OveC Due Ite's

)hose materials that are o'er days from %lan deli'ery time then store intimate to %urchase

de%artment and is &e%t for store record !

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Ins eBtion

)he material #oes for +uality assurance carried out by ins%ection de%artment to#ether

with G ? #enerated by store!

A Coval

$fter finali ation of +uality assurance ins%ection de%artment forward G ? to store and

after countin# shift material with a%%ro'ed G ? to main store!

Store %erson at the time of material stac&in# chec&s +uantity with G ? +uantity and

stoc& material in stora#e bin behind already %resent stoc& and u%date stora#e bin card!

MateCial OveC De'anded and Re eBted

$fter finali ation of countin# and +uality assurance store dis%atched re8ected or o'er

demanded items! e%ort for the same is dis%atched to %urchase de%artment and a co%y is

&e%t for store record!

Data Revised

5hen any data is re'ised by the de%artment /safety stoc&, lead time etc the same isincor%orated in the system and such re'ision is &e%t for store record!

InteCnal Ph siBal Audit

5ee&ly %hysical audit is conducted by an audit team the out the year for im%ro'ement of %hysical chec&in#!

onthly %hysical audit is conducted by $ccount de%artment the out the year for im%ro'ement!

PUR"HASE DEPARTMENT

UN"TIONS RESPONSI$ILITIESO PUR"HASE DEPARTMENT

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O$JE"TI5ES

)o maintain uninterru%ted flow of materials to su%%ort the de'elo%mentschedules!

)o %rocure materials economically at a cost consistent with the +uality and ser'icere+uired! owe'er, #enerally all %urchases may be attem%ted at the lowest cost!

)o %ro'ide the necessary e(%ertise, ad'ice, information to the Curators andHducation fficers with re#ard to the best +uality of material a'ailable in themar&et, su%%lierEs ca%ability and %erformance etc!

)o de'elo% and maintain #ood buyer-seller relationshi%!

)o %romote source de'elo%ment!

)o maintain re%utation and credibility in the mar&et by fair dealin#s and %rom%t %ayments!

UN"TIONS

)he main functions of the 4urchase De%artment are defined as follows:

4rocurement of stores the indi#enous and forei#n sources as re+uired in

accordance with the rules in force!

Chec&in# of re+uisitions %urchase indents!

Selection of su%%liers for issue of en+uiries!

"ssuin# en+uiries tenders and obtainin# +uotations!

$naly in# +uotations and bids etc!, and %re%aration of com%arati'e statement/+uotation charts !

Consultation with the 4 D>C)" ? $?$GH for selection and a%%ro'al of +uotations and with $ccounts fficer for %re-audit!

?e#otiatin# contracts!

Chec&in# le#al conditions of contracts! Consultin# $dministrati'e fficer or Secretary, ?CS * where necessary!

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"ssue of 4urchase rders!

6ollow-u% of %urchase orders for deli'ery in due time

Ferification and %assin# of su%%liersE bills to see that %ayments are made %rom%tly!

Corres%ondence and dealin# with su%%liers, carriers etc!, re#ardin# shorta#es,re8ections etc!, re%orted by the Stores De%artment!

aintenance of %urchase records!

aintenance of %ro#ressi'e e(%enditure statement, sub-head wise!

aintenance of 'endor %erformance records data!

$rran#ement for "nsurance Sur'eys, as and when necessary!

Clearance of forei#n consi#nments!

7ee%in# 'arious De%artments Di'isions informed of the %ro#ress of their

"ndents in case of delay in obtainin# su%%lies!

Ser'in# as an information center on the materialsE &nowled#e i!e! their %rices,source of su%%ly, s%ecification and other allied matters!

De'elo%ment of reliable and alternate sources of su%%ly!

"t shall be %articularly ensured:

/a )hat all %urchase are made a#ainst %ro%erly authori ed e+uisitions!

/b Falid sanctions, showin# the correct and detailed end-use! )hat all the materials re+uisitioned are duly ordered fromthe ri#ht!

/c source after full en+uiries on most com%etiti'e %rice ta&in#into account!

/d )hat the deli'eries of all #oods are recei'ed within the

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sti%ulated %eriod!

/e )hat claims due to shorta#es or any other discre%anciesare settled %rom%tly!

/f )hat cordial and harmonious relations with allsections di'isions are maintained for becomin# an efficientser'ice unit !

E"ONOM: MEASURES TO REDU"EE9PENDITURE ON PUR"HASE

OR STORES4

)he followin# measures to effect economy in e(%enditure on %urchase of stores shall be

obser'ed by all!

fficers should forecast and %lan their re+uirements well in ad'ance based onactual wor& and %ro8ect re+uirements should be realistically estimated toeliminate the ris& of wasta#e or sur%lus after the %ro8ect wor& is com%leted as thematerials of one %ro8ect may not be used in another! 'er-indentin# shall,therefore, be scru%ulously a'oided!

"ndenters should not inflate their demands! )hey should draw their minimum

re+uirements for the wor& in hand and for one yearEs consum%tion! )he tendencyto stoc& %ile hoard should be a'oided! )he eads of theDi'isions 4ro8ects Sections should %ersonally scrutini e the items and the+uantity * for the actual re+uirements!

Stoc& le'els /ma(imum and minimum for all re%etiti'e items shall be fi(ed onconsum%tion basis with the a%%ro'al of eads of Di'isions 4ro8ects Sections!$nnual indents shall be %re%ared accordin#ly for %rocurement!

Local cash %urchases shall be reduced to the barest minimum!

)he %osition of sur%lus stores shall be re'iewed e'ery year and %ro%er action beta&en to utili e them!

)he %urchase re+uisitions for costly assets and non-a'ailability certificates issuedfrom stores should indicate the +uantity in use in the museum centre and notnecessarily in stoc& in stores to ad8ud#e whether further %urchases of these costlyitems will be necessary or those already in use in the same or other de%artments sections can ser'e the %ur%ose!

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Scientific e+ui%ment and instruments when out of order should be #ot re%aired thefacilities a'ailable in each museum centre or by outside a#ency!

)he ur#e to e(haust the bud#et by %urchasin# items which are not of immediateuse es%ecially at the close of financial year should be curbed!

)em%orary borrowin# of )ools e+ui%ment re+uired amon# the wor&ers shouldta&e %lace to a'oid additional e(%enditure by fresh %urchases!

STORE PUR"HASE "OMMITTEE

"ONSTITUTION O THE STORES PUR"HASE "OMMITTEE

)he 4olicies and functions of the 4urchase and Stores De%artment shall be controlled and

#uided by Stores and 4urchase Committee in )hal Limited! )he Committee is com%osed

of the followin#!

/i Director %eration : Chairman

/ii )wo fficers from H(hibit De'elo%ment Centre: embers

/iii 6inance $ccounts fficer: ember

/i' Stores 4urchase fficer : ember Con'ener

)he Committee shall be constituted by Director in ead+uarter!

O$JE"TI5ES UN"TIONS O THE STORES PUR"HASE "OMMITTEE

)o formulate material %lannin# for the or#ani ation and %romote effecti'e

correlation and inter-association between material %lannin# and de'elo%mentalwor&!

)o scrutini e the bud#et estimates, %lan and forecast the material re+uirements of 'arious %ro#rammes and %ro8ects of the or#ani ation at the be#innin# of financialyear!

)o re'iew and set %urchase %olicies on re+uirements of material from time!

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)o streamline the %urchase and stores %rocedure, where'er necessary, sub8ect torules so that the wor&ers #et the material in due time!

)o direct and coordinate the acti'ities of the Stores and 4urchase De%artments toha'e an inte#rated system as a whole and %romote its interaction with researchmana#ement!

)o curtail fre+uent local %urchases, amend or cancel a'oidable e(%enditure on there+uirements of stores indented by 'arious Di'isions Sections 4ro8ects andcontain the tendency to hoard!

)o encoura#e %oolin# of items of common use!

)o fi( ma(imum, minimum limits for stores where necessary!

)o re'iew %eriodically the %osition of indents, to e(amine bud#et allocations andforei#n e(chan#e a'ailability and to direct suitable action thereon!

)o ensure that bud#ets not e(hausted by %urchasin# items which are not of theimmediate or im%ortant use!

$ll %olicy or com%licated matters shall be referred to the Stores 4urchaseCommittee for consideration and recommendation instead of bein# sol'ed byindi'idual officers in isolation before final a%%ro'al by the Director!

)enders +uotations shall be o%ened by any ar&etin# members of the Stores 4urchase Committee!

)his Committee shall re'iew the %ortion of sur%lus stores once in e'ery year andta&e action /a first to utili e them in different %ro8ects in the same museum centreor in any other unit of ?CS or failin# which /b shall dis%ose off such sur%lusmaterials by auction!

)he Committee shall e(amine unser'iceable stores e'ery si( months and ta&eactions as %er rules!

$ll recommendations deliberations of the Committee shall be a%%ro'ed by theDirector before im%lementation!

)he committee shall meet at least once a month to re'iew the im%ortant wor& allocations and %ro#ress thereof for both the Stores 4urchase Sections andsu##est #uidelines for further action! )he %roceedin#s of the meetin# and thedecision arri'ed at shall be recorded and further action where indicated shall beta&en by res%ecti'e officer!

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IN RASTRU"TURE

ALLO"ATION O 2OR% IN PUR"HASE DEPARTMENT

"nternally the 4urchase wor& di'ided into two main #rou%s:

4urchase ana#er: 6orei#n %urchaseDe%uty ana#er: "ndi#enous %urchase4urchase fficer: Fendor ratin#, source

de'elo%ment and ther miscellaneousmatters!

6urther sub-di'ision and allocation of wor& on commodity basis or wor& basis may be

resorted to for con'enience of wor&!

LO"ATION O PUR"HASE DEPARTMENT

4urchase De%artment to the Stores De%artment is considered of #reat im%ortant as the

relationshi% between the two is inherently so close and so basic that both should be near

each other for better co-ordination and control!

"f located near each other where accommodation facilities are a'ailable it would %ro'ide

an inte#rated system as a whole for better %erformance with the facility to interact!

)he stores and %urchase sections shall also be as close as %ossible to the H(hibit

De'elo%ment Section which is the main user of the stores and %urchase sections!

ORIENTATION PRO!RAMME OR NE2 "OMERS "f a new em%loyee in the 4urchase De%artment 8oins without any %re'ious trainin# and

e(%erience and all his %ractical trainin# has to be ac+uired on the 8ob, he shall be #i'en a

wee&Es orientation i!e! an understandin# of the 8obs in terms of its own acti'ities,

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ob8ecti'es and res%onsibilities in relation to the museumEs %olicies and o%erations! 6or

that %ur%ose, his course of trainin# shall consist of the followin#:

/a 7nowled#e of )hal Limited de'elo%mental acti'ities,H+ui%ments or %roductions, if any

/b 7nowled#e of materials and how they are used !

/c 7nowled#e of other de%artments and their wor&, and the 4urchase De%artmentEs relationshi% with them and how they hel% each other! )he abo'etrainin# shall be ac+uired under the #uidance and su%er'ision of the Stores 4urchase fficer and its %ro#ress shall be watched by him till its com%letion! )hetrainee shall under#o sim%le test at the end of his wee&Es trainin#! "tse'aluation ratin# shall #o into his %ersonal records! Similar trainin# shall also be

im%arted on the incumbents 8oinin# Stores De%artment without any %re'ioustrainin# and e(%erience!

PRODU"TION DERPARTMENT

)o manufacture sac&in#, hessian, 8ute yarn, ba#s and other necessary 8ute commodities,

raw 8ute is %rocessed in the 8ute mills in the form of bales!

$lmost all the 8ute %rocessed in 4a&istani 8ute industries is %roduced in .an#ladesh!

H'ery 8ute industry im%orts this 8ute from either .an#ladesh or from "ndia or from )hai

Land, but the raw 8ute of .an#ladesh is %referred by all the 8ute industries as the

en'ironment of .an#ladesh fully suits this cro%! So, in this way it is im%orted to 7arachi

shi%yard and from there raw 8ute bales are carried by truc&s and drifted in the 8ute mill

#owdowns! )he manufacturin# of 8ute items com%rises followin# sta#es:PCoduBtion PCoBess lo

(1) Jute !odo n :-

Jute recei'ed by the mills is assorted to be used for essian, Sac&in# andother 4roduct batch!

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Jute is a .aste fiber and multi cellular obtained from stems of %lants of 2 'arieties namely

/a Corchorus ca%sularis or commonly &nown as white 8ute!

/b Corchorus olitorious or commonly &nown as )ossa 8ute!

SeleBtion "n this %rocess, s&illed wor&ers o%en the raw 8ute bales and find out defects and remo'e

them from orha! >sually, two &inds of raw 8ute bales are there, 1I0 wei#ht and 1


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with the wasta#es of mill to %roduce Sac&in# 5eft 8ute yarn! Jute orha are also s%litted

to smaller si e in selection!

Jute 4lant Jute morhas

aw Jute is su%%osed to be di'ided into two cate#ories

1 Lon# Jute

2 Cuttin#

$ Jute ba# is a combination of both lon# 8ute the cuttin#!

PilinG and ile &Cea inG )he ma8or %ur%ose of this %rocess is to brea& the %ile and ser'e it to the cardin# machine!

Durin# this %rocess, su%erficial moisture saturates inside the fiber and thermo fillic action

softens the hard section of the root! $fter around 2= hours, %ile brea&ers con'oy the

material to the cardin# machine and the root wei#ht ran#es from I to ; of the total

wei#ht of 8ute!

So@teninG

)he 8ute bales are made softer in softenin# section! )he softenin# %rocess com%rises two

methods by which you can ma&e morhas soft, either by usin# any softenin# machine or

#ood 8ute s%reader! >sually an emulsion %lant with softenin# machine is used to soften

bar& and raw 8ute! )his is com%rised with #ear %um%, motor, 'at, 8et s%rayer, no les,

emulsion tan& and the 8ac&et!

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Jute is a Li#nocelluloses best fiber! ence, torsinal ri#idity is hi#h and s%in ability is

%oor! Durin# softenin# Jute orha is %assed the s%irally fluted rollers and oil in water

emulsion is a%%lied to ma&e them soft and %ile able!

So@tened Pile o@ Jute #

Softened Jute is sta#ed for certain duration for maturity when su%erficial moisture

%enetrates inside fiber swells it and )hermo fillic action ta&es %lace which hel%s to

#row bacteria to eat u% bar&y hard %ortion of the root!

$fter the session of 8ute #odown now it is the %rocess of softenin# the raw 8ute! Durin#

softenin# 8ute orha are %assed the softeners for a%%lyin# oil in water emulsion to soften

and ma&in# it as %ile able 8ute!

"aCdinG

"n this %rocess, all 8ute reeds are se%arated and e(traneous matters are carried away! )he

8ute fibers are made u% into sil'er ribbon by any of the cardin# techni+ues li&e brea&er

cardin#, inner cardin# or finisher cardin#!

$Cea eC "aCdinG Generally, the cardin# o%erations are o%erated by two cardin# methods i!e! ool feed

brea&er cardin# or and feed brea&er cardin#! $fter the %ilin# %rocess, the material is

used in hand feed brea&er for more than 2= hours while in rool feed cardin# it is used for P AGE 59 OF 106


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more than 12 hours! )he 8ute which is feed by hand is softened in a%%ro%riate wei#hta#e!

6or finally finishin# the cardin# %rocess, machine com%rises different rollers which

transform the raw 8ute into 8ute sil'er! oot cuttin# is also 'ery essential before feedin#

the material to the hand feed brea&er cardin# machine!

inisheC "aCdinG

)he machine ma&es the sli'er more uniform and re#ular in len#th! Similar to brea&er

cardin# machine, finisher cardin# machine com%rises lar#e %airs of sta'es, rollers,

%innin# arran#ements and s%eed! $round = to 12 sli'ers are feed on this machine and

finally the material is send to drawin# section!

)he o%eration of cardin# con'erts the lon# stri%s of 8ute into a continuous ribbon of

fibers, loosely held to#ether by surface irre#ularities! )he ribbon is &nown as Sli'er!

"n this %rocess the fibers are strai#htened and %aralleli ed! )his also hel%s the blendin# of

different +ualities and colors of 8ute in the batch! Dirt, lea'es, stic&s and 'ery short fibers

are remo'ed durin# the %rocess!

)he first machine in the cardin# %rocess is the .rea&er Card! $ fi(ed +uantity of 8ute,

wei#hed in a scale, is s%read on the feed cloth of the brea&er card for a definite len#th of

tra'el of the surface of the feed roller! )he %ointer of a cloc&, dri'en from the feed roller

by #earin#, indicates the tra'el of the surface of the feed roller

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ea'y cardin# achines

inisheC "aCds #.rea&er rolls are a#ain carded and olls are mi(ed /#enerally 11 olls to ma&e Sli'er

more re#ular! Simultaneously rolls are drawn to reduce wei#ht %er linear measure!

)he %eration of cardin# con'erts the lon# stri%s of 8ute into a continuous

sli'er the 6irst machine in cardin# %rocess in called .rea&er card! .rea&er rolls are a#aincarded and rolls and mi(ed to ma&e sli'er more re#ular!

.rin#in# 8ute into fiber

)he cardin# section is di'ided into two %arts in the factory

1 Li#ht Cardin# /Li#ht Count uality Good

2 ea'y Cardin# /5aste ea'y count

DCa inG"n carded sli'er fibers are randomly %laced and more or less meshy in a%%earance which

is not suitable for s%innin#! Durin# Drawin# o%eration fibers are combed to ma&e

fiber %arallel!

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Simultaneously 2 or B sli'ers are mi(ed to#ether and stretched to reduce wei#ht %er linear

measure to suit s%innin#! Generally in essian B Drawin# %assa#es and for sac&in# 2

drawin# %assa#es are used!

Carded rolls are more or less meshy which are not suitable for s%innin#, drawin#o%eration fibers are combed and simultaneously 2 or B sli'ers are mi(ed to#ether! 6orli#ht yarn B drawin# %rocess and for hea'y yarn 2 drawin# %rocess and used!

S inninG"t is a %rocess where sli'ers are elon#ated further and fibers are )wisted to im%artstren#th! S%un yarns are wound onto .obbins! Sli'ers %roduced in the 6inisher Drawin# sta#e are a bunch of fibers loosely held to#ether ha'in# insi#nificant stren#th

which are %ractically of no commercial use due to %oor stren#th and bul&y in nature!ence 6inisher Drawin# Sli'ers are further drawn by %assin# the s%ecially desi#ned %airsof rollers ade+uately s%aced and ha'in# tension!)he surface s%eed of these rollers are %ro#ressi'ely hi#her which drawn the sli'er to finer in bul&-elon#ates in len#ths maintainin# the continuity of bunch of fibers which are thensub8ected to im%art %riority alon# the a(is! by %assin# the a de'ice &nown as 6lyerwhich com%acts the bunch of fibers and im%art si#nificant stren#th! )his twisted fibersare termed as K$ ? ! So the basic function of S%innin# 6rame is to con'ert bunch offibers into yarn which is continuous one and ultimately wound on to bobbins!

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2indinG

S%innin# bobbins content are smaller len#th of yarn which are a#ain wound onto bi##er %ac&a#es &nown as S%ools to be used in ma&in# of sheets of yarn to form war% %ortionused durin# interlacement of wea'in#!Karn from s%innin# bobbins is made into hollow cylindrical %ac&a#e to %ut inside theShuttle which forms the trans'erse t ar&etin#ead durin# interlacement of

oll 5indin# oll 5indin#

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Co% 5indin# S%ools

"t is %rocess where sli'ers are elon#ated and fibers are twisted s%un yarn andwounded to bobbins! So the basic function of s%innin# from con'ertin# bunch of fibersinto yarn which is sounded onto bobbins!

1 5indin#2 )wistin#B Draftin#

Roll 2indinG4

S%innin# bobbins contents are of smaller len#th of yarn which is a#ainwra%%ed on to bi##er %ac&s &nown as s%ools to be used in ma&in# of sheet of yarn toform war% %ortion used in wea'in#!

oles are used for .eamin#

"o 2indinG4

Karn from s%innin# bobbins is made into cylindrical %ac&a#e to %ut inside theshuttle durin# wea'in#!

$ea'inG4

$ea'inG5ar%s are threads onto a sheet of yarn by arran#in# s%ools of yarn on creels! $de+uatemoisture is maintained here!

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2eavinG4

5ea'in# is a %rocess of interlacement of two series of thread &nown as 5ar% and5eft ! "n essian wea'in# #enerally shuttle which contents co%s i!e! weft yarn ismanually chan#ed! 5hereas in sac&in# wea'in# Co%s are chan#ed mechanically by ade'ice &nown as Loader

)e#ard Shuttle Less Loom S=$ Shuttle Less Loom

Con'entional Shuttle Loom

DAMPIN!5o'en fibers do not contain desired moisture all the time! Durin# Dam%in# moisture iss%rayed on runnin# fabric to ha'e desired

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Da' inG MaBhine 0 DeliveC Side 44444444444444444444444444444 444"alendaCinG MaBhine 0 DeliveC Side

1! "s %rocess of interlacement of two series threads ad i!e! war% and weft!

Da' inG

Durin# Dam%in# moisture is s%rayed on runnin# fabrics to maintain desiredmoisture!

"ALENDARIN!

)his is a %rocess more or less similar to "ronin# of fabric! Dam%ed fabric %asses the %airs of hea'y rollers renderin# threads in fabric flattened, im%ro'es co'er and ma&es thefabric #lossy in a%%earance

LAPPIN!

essian fabrics are folded to the re+uired si e to facilitate the 4ressin# o%eration in .ale4ress !

"UTTIN!

Calendarin# sac&in# fabrics are cut to si e for ma&in# ba#s of different dimensions!

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"uttinG MaBhine 0 DeliveC Side 44444 4444La inG MaBhine 0 DeliveC Side

HEMMIN!)he raw ed#es of %ieces of cut sac&in# cloth are sewn by foldin# it with Sewin# machine

HERA"%LE SE2IN!

Sac&in# cloth cut to si es are folded and sides are sewn to ma&e a com%lete ba# ready for use

He''inG 444444444444444444444444444444444444444444444 4HeCaB le Se inG

$RANDIN!?PRINTIN!

Sac&in# or essian ba#s are either branded or unbranded! "f buyers desire to #et %lain ba#s then eracles sewn ba#s are directly su%%lied to them! "f buyers desire to #et s%ecialmono#rams or any matter %rinted on ba#s then those matters are %rinted by screen

%rintin# manually! )his %rocess of %rintin# is &nown as .randin# !

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PCinted $aG !!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!D ed a&CiB

$ALIN! PRESS

Cloths or ba#s are %ressed to com%actness accordin# to buyers re+uirement! "t hel%s toreduce stora#e s%ace and facilitate trans%ortation!

Calendarin#

)his is %rocess similar to ironin# to ma&e cloth shinnin# and #lassy in a%%earance!

La inG# essian 6abrics are folded to re+uired si e to facilitate the %ressin# o%eration!

"uttinG# ere fabrics are cut accordin# to dimension of .a#!

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He''inG : Hd#es of %ieces of cut cloth are sewn by foldin# if with sowin# achine!

eracles Sewin#: Sac&in# cloth cut to si es are folded and sides are sewn to ma&e thecom%lete ba# ready for use!

$CandinG?PCintinG# essian or sac&in# ba#s are branded accordin# to desire of buyers!

.alin# Cloth and ba#s are %ressed to com%actness accordin# to buyerEs re+uirement

M AINTENAN"E D EPARTMENT

)he main wea&ness of the maintenance de%artment is the lac& of %rofessional %eo%le! )he

effect of this is the increase in the down time and the maintenance of the machinery is

also bein# affectin#! )he bi# drawbac& of this wea&ness is the decrease in the %roduction,

this is a loss for the com%any!

H I!HLI!HTS

4ic&u% any news%a%er, read scholarly research study, loo&s at %ersonnel want ads

in'ariably the term research is used! 6or becomin# first class mana#er leader the

e(cellent re%ort writin# s&ill is 'ery necessary to %ro'e him! y uni'ersity /Firtual

>ni'ersity %ro'ide the e(cellent en'ironment in re%ort writin#, %resentation, that how

you %resent your messa#e to the %eo%le!

" ha'e lot of e(%erience to %re%are the re%ort, because durin# .$ course " ha'e done

the research study in different or#ani ations on different to%ics! Durin# 'isit of leadin#

com%anies, " collected the information the +uestionnaire, inter'iew, obser'ation,

e(%erience, research the documentation!

y %erformance durin# %re%aration of re%ort was admirable because e'ery %erson of theor#ani ation is fully satisfied about my beha'ior and my wor&in# styles! " build my

relation to the officials officers and their clients! " wor&ed with them as li&e collea#ue

not internee and co-o%erate with each other in any 8ob! $t the end Chief %eratin#

fficer of )hal Limited a%%reciated my wor& and %resent certificate! /Co%y enclosed !

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M AJOR INDIN!S #

$fter studyin# the entire system, which is currently functionin# manually, many

drawbac&s ha'e been found! Some of them are as follows!

$! 6indin# com%lete information about a uality /Jute 4roduct is time consumin#

and laborious wor&!

.! 6indin# com%lete history of a %articular 6rame /S%innin# achines is time

consumin# and laborious wor&!

C! Gettin# u% to date information about the %roduction is too slow!

D! )he mana#ement has less information to ta&e +uic& decision because cler& has to

do a lot of %a%er wor&, so it is difficult to maintain so many files and documents

due to which error mar#in increases!

H! ore staff is re+uired to handle the manual system which increases the cost!

o )here is no systematic way of doin# thin#s, because two cler&s maintained a

sin#le re#ister due to which error findin# is a difficult tas&!

o ?o historic data is bein# &e%t, i!e! no record of the %ast data! 4ast data was %resent

in the form of re#isters and when there is re+uirement of any data there is a

%roblem to summari e the data because data is in a scattered form!

o )hey ha'e no record to chec& on the daily transactions, because they ha'e nosummary re%ort to tally the indi'idual transaction with the end results!

o Hm%loyees are not satisfied because they ha'e to do a lot of wor& in manually!

H(istin# system faces many %roblems but after the installation of new S$4 system it

remo'es all these %roblems! Com%uteri ed system wor&s much faster and %ro'ides

accurate calculations and accurate results! )here is also a facility of security! So by

com%arison it is clear now that com%uteri ed systems wor&s better than manual system in

term of time, cost, e(%ense, results, accuracy, calculation and security!

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2 EA%NESSESH'ery or#ani ation has some wea&nesses stren#ths on the basis of which they ha'e

ed#e on their com%etitors li&e other or#ani ations )hal Limited * Jute Di'ision has also

some wea&nesses!

"n e'ery de%artment there are some wea&nesses due to which %erformance #oes down! "n

e'ery de%artment there is a s%ace of im%ro'ement!

"n %roduction de%artment wor&ers de%loyment is always a ma8or %roblem second is

blame #ame on the other shift is a serious %roblem, i!e! when a new shift starts they blame

that the %re'ious shift creates a lot of %roblems for them li&e,

Shorta#e of sli'er

4oor cleanliness

4oor house &ee%in#

$nd many other conflicts which they faced durin# shift chan#e!

aintenance de%artment is facin# a %roblem of lac&in# %rofessional s&ills!

"n Data Center there is no a'ailability of suitable technolo#y to su%%ort the solution and

ade+uate e(%ertise to de'elo% the solution!

SU!!ESTIONS

)o o'ercome the %roblem of de%loyment, mana#ement has to de'elo% a confidence in

line mana#er to de%loy the wor&force and do the wor& efficiently!

)o o'ercome the %roblem of blame #ame at the time of shift chan#e, there should be a B rd

%arty who will remain there to resol'e the issues!

)o o'ercome the %roblem of lac& of %rofessional s&ills, mana#ement ha'e to hire new

%rofessionals as soon as %ossible to run the unit system successfully!

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P URPOSE O R EPORT

$s the %re *re+uisite of Firtual >ni'ersity for the De#ree of .$- ar&etin# that " ha'eto com%lete my "nternshi% in any institution and finally to %re%are the re%ort!

Durin# the stay in )hal Limited * Jute Di'ision " s%end my time in all the de%artments in

the mills, and es%ecially in ar&etin# and Sales section! )he writin# of such re%ort is

'ery beneficial for me because the ways in which " analy e the whole mill %erformance

and also find out the draw bac&s in the system!

)he writin# of re%ort is also beneficial for the im%ro'ement of communication because in

the %ractical life in any or#ani ation the communication ability is 'ery im%ortant, and it

also im%ro'es the analysis ability!

P RO$LEM ANAL:SIS

)here are different factor which effects on or#ani ationEs acti'ities which are #i'en

below,

o 4olitical 6actors

o Hconomical 6actors

o Go'ernment eforms 4olicies

o Com%etitions Global Challen#es

P OLITI"AL A"TORS

4olitical factors directly affect the acti'ities of the or#ani ations, when there is any

%olitical #atherin# near the ills %remises there is a shorta#e of wor&ers in the ills due

to which the %roduction is suffered! )he main reason for this absenteeism is the shorta#e

of trans%ort, because establishment cau#ht local trans%ort durin# any %olitical acti'ity in

the re#ion for their own use!

ne another effect is the %ressure of the local %olitical leader on the or#ani ation to ad8ust

their %eo%le in the or#ani ation! 4olitical %eo%le also %ressuri e the ills mana#ement to

ad8ust their %eo%le because they hel% the or#ani ation in administrati'e affairs!

r#ani ation has to deal with local #o'ernment at different sta#es, so better relation has

to be established between administration and the mana#ement of or#ani ation!

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E "ONOMI"AL A"TORS

Due to ra%id increase in the salaries of the em%loyees by the #o'ernment the %urchasin#

%ower of the wor&ers is #oin# hi#h! )he %eo%le of this re#ion ha'e a s%ecial nature i!e!

they only want to earn a certain amount of money and donEt want to do e(tra wor&! Due

to increase in salary there is decrease in the attendance which ultimately affects the

%roduction of the )hal Limited!

"n the ar'estin# there is a tremendous shorta#e of wor&er because they ha'e their own

culti'ated land and they ha'e to har'est their own cro%s s%ecially wheat and in those days

there is less attendance in the )hal Limited suffered and due to this %roduction is affected!

! O5ERNMENT R E ORM ? POLI"IES

Due to increase in the salary of wor&ers the cost %er ton of the or#ani ation increases

which cause a decrease in the %rofit! "t also o%ens new doors of thou#hts for the

mana#ement to thin& in new style of mana#ement and wor& S $ ) to meet the

challen#es!

)hal Limited also wor&in# to meet the challen#es of new era by hirin# fresh and educated

%eo%le!

)hal Limited %urchase aw Jute from .an#ladesh, when the #o'ernment im%ose im%ort

duties ultimately the %rice of the %roduct will increase and the %rofit mar#in will beminimi ed which affect the %erformance of )hal Limited!

a8or .uyer of the Jute %roducts in the 4a&istan is the Go'ernment itself, if they ma&e a

%olicy to use some other thin# instead of Jute Sac&s or .a#s then the demand will be

decreased in the local mar&et and )hal Limited ha'e to locate new mar&ets to sell their

%roducts which is a new challen#e for or#ani ation!

" OMPETITION ? ! LO$AL " HALLEN!ES

Com%etitors %lay a #reat role in the life of any or#ani ation because they can increase theshare or they can decrease the mar&et share of any or#ani ation! "f the com%etitors

decrease the %rice of their %roducts its directly effects the sale of other or#ani ation ! $

small scale %roducer can sell the %roducts at lower cost because they ha'enEt %aid any

#o'ernment ta(es and they can also sa'e Social Security %ayments!

Globally )hal Limited has to face different challen#es because main com%etitors are

"ndia and .an#ladesh in the Huro%ean mar&et and they ha'e a lower cost %er ton due toP AGE 73 OF 106


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lower cost of wor& force, low rate of raw material and low ener#y rate and due to these

factors they can deli'er the %roducts at lower cost and due to their ma8or com%etitor )hal

Limited ha'e to consider some other &ey factors +uality is one of them! )he ma8or

difference between )hal Limited and its com%etitors is the uality 4roducts of )hal

Limited and on this %oint different customers %refer the %roducts of )hal Limited!

Sales?MaC etinG De aCt'ent

$ sale is the acti'ity, in'ol'ed in sellin# %roducts or ser'ices in return for money or other

com%ensation! "t is an act of com%letion of a commercial acti'ity!

.ut on the other hand when we are #oin# to define a mar&etin# de%artment we say that itinclude the acti'ity of sales of %roduced #oods %lus the acti'ities related to boost andincrease the sales le'el of the com%any!"n a mathematical term we can define mar&etin# functions as

ar&etin#R Sales $cti'ity Q Sales .oost $cti'ities

$ sale is com%leted by the seller or the %ro'ider of the #oods or ser'ices to an ac+uisition

or a%%ro%riation or re+uest followed by the %assin# of title /%ro%erty or ownershi% in theitem and the a%%lication and due settlement of a %rice!

)he %urchaser, thou#h a %arty to the sale does not e(ecute the sale, only the seller does

that! )o be %recise the sale com%letes %rior to the %ayment and #i'es rise to the obli#ation

of %ayment! "f the seller com%letes the first two abo'e sta#es /consent and %assin#

ownershi% of the sale %rior to settlement of the %rice, the sale is still 'alid and #i'es

rise to an obli#ation to %ay!

StCuBtuCe o@ the MaC etinG de aCt'ent o@ Thal Ltd (Jute Division)

)he structure of sales or the mar&etin# de%artment of )hal Ltd /Jute Di'ision is definedas under that starts from the control of mana#er and ends at the assistant!"t is as followin#

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De aCt'ent HieCaCBh

?umbers of em%loyees are as followin#s in the mar&etin# de%artment of )hal Ltd /JuteDi'ision are

1 r! S! 3ia aider / ar&etin# ana#er

2 uhammad )an'eer ?a ar / ar&etin# fficer

B Syed Safder ussain .u&hari /Sales fficer

= uhammad Shafi+ /$ssistant ar&etin# fficer and Lo#istics

I Ghulam ashim / ar&etin# $ssistant

A uhammad )ahir /Cler&

uhammad $mir /$ssitant

< Ja'ed $7htar/$ssistant

@ "8a ussain /$ssistant

10 ?awa ish $li /$ssitant

11 Ja'ed ussain /4eon

MaC etinG o eCations

ar&etin# o%erations are the systematic a%%roach to sellin# a %roduct or ser'ice! $

#rowin# body of %ublished literature a%%roaches shows the mar&etin# %rocess as a %oint

of 'iew of an en#ineerin# disci%line

easons for ha'in# a well thou#ht-out sales %rocess include seller and buyer ris&

mana#ement, standardi ed customer interaction in sales, and scalable re'enue #eneration!

$ ma8or ad'anta#e of a%%roachin# the sub8ect of sales from a %rocess %oint of 'iew is

that it offers a host of well-tested desi#n and im%ro'ement tools from other successful

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disci%lines and %rocess oriented industries! "n turn, this offers %otential for +uic&er

%ro#ress!

$ sales teamMs fundamental 8ob is to mo'e a #reater number of lar#er deals the sales %rocess in less time S%ecific ste%s or sta#es in a mar&etin# %rocess 'ary from com%any to

com%any but #enerally include the followin# elements:

"ntroduction of 4roduct:-

"n mar&etin# o%eration the basic ste% "s to introduce the %roduct into the mar&et

6or this %ur%ose ad'ertisement is the main ob8ect for mar&etin# o%erations it includes

)he news %a%ers

a#a ines "nternet

H(%o centers

$#ents

"usto'eC "aCe#0

Customer Care is also a 'ery im%ortant as%ect in the mar&etin# as it creates the #oodwill

about our %roduct in the mar&et)hal Ltd! /Jute Di'ision has also the customer care centre which #uides the customersabout their %roducts)he %hone number of customer care is


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SeG'entation stCateG

)he mana#ement of a com%any has differentiated its %roduct the its %resti#ious brand

name as com%are to other local com%anies!

"t launched uniform and standardi ed %roduct therefore, there is no need for mar&et

se#mentation because the wants and other characteristics i!e!

14 !eoGCa hiB3

/4 De'oGCa hiB

-4 $u inG &ehavioC4

.ut the most fre+uently used method is the customer need e'ery ba# in )hal Ltd!

/Jute Di'ision is %roduced accordin# to the need and re+uirement of the customer of the com%any so we can say that customer is the main tar#et for )hal Ltd! /Jute

Di'ision

TaCGet 'aC etinG stCateG

TaCGet 'aC et o@ Thal Ltd4 (Jute Division)

)hal Ltd! /Jute Di'ision has ado%ted the strate#y of mar&et a##re#ation! "t

'iews its tar#et mar&et as a sin#le unit i!e! one mass mar&etin# strate#y for its

%roduct line! )hal Ltd! /Jute Di'is ion tar#et mar&et includes iddle Class,

>%%er iddle Class, and >%%er Classes of the %o%ulation of 4a&istan!

MAR%ETIN! RESEAR"H

"n fact there is no se%arate de%artment for mar&etin# research! )he mar&etin#e(ecuti'es are res%onsible for the research wor&! H'ery e(ecuti'e ha'e assi#ned

one brand, for the %ur%ose of research and is res%onsible to re%ort their research

wor& about any modification of their res%ecti'e %roduct!

MAR%ETIN! POSITIONIN!

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)hal Ltd! /Jute Di'ision is considered to be a trusted and %remium brand

because of its uni+ue association! )hal Limited /Jute Di'ision is %ositionin#

their %roduct in the best of their customer satisfaction which also differentiate

from their com%etitors!

PCoduBt lanninG3 develo 'ent 'anaGe'ent

MAR%ETIN! MI9

= 4Es of )hal Ltd! /Jute Di'ision are the followin#s!

4roduct

4rice

4lace

4romotion

PRODU"T

4roduct is what is %ercei'ed to be! )hus a %roduct is more than somethin# with %hysical

characteristics! "n a 'ery narrow sense a %roduct is set of tan#ible %hysical assembled in an

identifiable form!

)hal Ltd! /Jute Di'ision has althou#h not a 'ery wide ran#e of its %roduct! "t conducts a

re#ular research and sur'eys on the chan#in# habits of the taste of the customer! esults are

then #i'en to s%ecial research and de'elo%ment de%artment and accordin#ly new %roduct are

loun#ed and e'en alternations in the e(istin# %roducts are done! )heir %olicies are usually

between inno'ati'e and initiati'e cate#ories of new %roducts de'elo%ments

)his com%any has a uni+ue %roduct and a no of %roduct and here are the some details for

them!

PCoduBt line o@ the Thal Ltd4 (Jute Division)#Jute .a#s

Jute Karn

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)hal Limited /Jute Di'ision #i'es mar#in of certain %ercenta#e to

distributors so in this way %rices to be char#ed by distributors to

retailers are fi(ed!

PCiBes "haCGed & RetaileCs to Ulti'ate "onsu'eCs

Com%any influences %rices char#ed by retailers! So retailers are bound

to char#e fi( %rice to ultimate consumer

HO2 TO SET THE PRI"E O THE PRODU"T4

4rices are set by ta&in# into consideration into the %rices of the com%etitors!

$s their %roducts is hi#h +uality! So usually they char#e hi#h %rices!

5hat they belie'e is hi#h %rice hi#h +uality!

)here %rice are hi#h! .ecause they belie'es in ero defects!

)hey char#e different %rices to re#istered and unre#istered retailers!

)here %rices are fi(ed because there %roducts are reliable!

4rices are set by ta&in# into consideration the si e, ty%e of %roduct!

PRI"E DIS"OUNTS AND ALLO2AN"ES4

"ASH DIS"OUNTS4

$ cash discount is a %rice reduction to buyers who %ay their bills %rom%tly! $ ty%ical e(am%le

is 2 10 net B0! 5hich means that %ayment is due within B0 days and that the buyer can

deduct 2 %ercent by %ayin# the bill within 10 days! Such discounts are customary in nature!

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6UANTIT: DIS"OUNTS4

$ +uantity discount is %rice reduction to those who buy lar#e 'olumes! )his is #i'en to

increase com%any sales! So that firm can ha'e more re'enues!

UN"TIONAL DIS"OUNTS4

)hese are also called trade discount which is offered by this %articular firm! "t will be #i'en

to those who %erform certain function Such as storin#, sellin# boo& &ee%in#!

SEASONAL DIS"OUNTS4

$ seasonal discount is a %rice reduction to buyer who buys merchandise out of season! )hey

offer different discount on s%rin#s and on summer!

ALLO2AN"ES4

$llowances are e(tra %ayments desi#ned to #ain reseller %artici%ation in s%ecial

%ro#rams! )rade discount is %rice reduction #ranted for turnin# in a old item when buyin#

a new one! )rade in allowances is most common!

PositioninG

"n this ste% the %roduct is made a'ailable to the customer so it is done in this com%any asthe followin#s of the ways

PLA"E)he %roducts of )hal Ltd! /Jute Di'ision are a'ailable on the factory offices of thecom%any which are the followin#s

Registered Office:

=th 6loor, ouse of abib .uildin#, B-Jinnah C! ! Society, .loc&


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H-mail: thal8ute hoh!net ,5ebsite: www!thallimited!com

aBtoC # 0

D! G! 7han oad, u affar#arh!4hones: /@2-0AA -2=22I01 2=2B1AI6a(: /@2-0AA 2=22=BH-mail: thal8ute hoh!net5ebsite: www!thallimited!com

.ut besides that the %roducts if )hal Ltd! /Jute Di'ision are a'ailable to its retailers

which are the followin#s

< a8i ?a ir $hmed .hola /6aisalabad

@ uhammad ubashir Latif /Gu8ranwala

10 Shei&h a8id $li / ultan

11 Shei&h uhammad Kounis /Gu8ranwala

12 Ja'ed $hmed /Lahore

1B uhammad Shahid / uetta1= $brar $hmed /Sahiwal

PLA"EMENT ? PROMOTION

4romotion consist of a di'erse collection of incenti'e tools, mostly short term, desi#ned

to stimulate +uic&er and #reater %urchase of %articular %roduct ser'ices by consumer as

the trade!

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)hal Limited /Jute Di'ision %laces their %roducts in local as well as in forei#n

mar&et! )hey e(%ort directly and indirectly! )hal Limited /Jute Di'ision %romotes

their %roducts the media, and other trade incenti'es to distributors and wholesalers!

"OMPAN: LO!O AND LA$ELIN!

Com%any lo#o ty%e is one of the ma8or %roducts! .ut not on %roducts with the small

le'els where the s%ace is needed to %resent both the information re+uired by the

#o'ernment and other information they belie'e is hel%ful to the consumer!

Com%any name or the lo#o ty%e is usually shown in most %rints add in ma#a ines and

news%a%ers!

LA$ELIN!

)hal Ltd! /Jute Di'ision is usin# two ty%es of labels:

.rand label

Descri%ti'e label

i! Distribution strate#y

DISTRI$UTORS

Distributors are the institution from which a'ailability of %roducts is %ossible! )hal Ltd!

/Jute Di'ision has 'ery #ood relationshi%s with its distributors! $nd the im%ortant thin#

is that they must inte#rate into total mar&etin# mi( because of time and money re+uired

to setu% an efficient channel!

)he main %rocedure of distribution of distribution is that first it #oes to warehouse and

then to distributor and at last to ultimate consumer!

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5hile the selection of channel com%any considers customer buyin# %atterns and the

nature of the mar&et! owe'er com%any should follow the creation of ar&etin# control

mar&et co'era#e and cost that is constant with the desired le'el of consumer ser'ice!

.ut besides this our distributors are in the followin# of the areas of 4a&istan

1 a8i ?a ir $hmed .hola /6aisalabad

2 uhammad ubashir Latif /Gu8ranwala

B Shei&h a8id $li / ultan

= Shei&h uhammad Kounis /Gu8ranwala

I Ja'ed $hmed /Lahore

A uhammad Shahid / uetta

$brar $hmed /Sahiwal

)heir addresses and contact numbers can be obtained from the com%any tele%hone

numbers or from the mar&etin# hel% centre of )hal Ltd! /Jute Di'ision

DISTRI$UTION STRATE!IES

)hal Limited /Jute Di'ision uses the followin# multi%le channel of distribution!

INTENSI5E DISTRI$UTION STRATE!:

)hal Limited /Jute Di'ision uses a lot of distributors and retailers to su%%ly its %roducts in

each mar&et where the final customer mi#ht reasonably loo& for it! 5hile a%%ointin# a

distributor for a %articular area, mana#ement uses its own 8ud#ment to select such a %erson

that has a %otential to o%erate effecti'ely!

PCo'otional stCateG

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Com%any 5holesaler etailer Consumer

Com%any Distributor etailer Consumer


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6or the %romotion of the %roducts this com%any ma&es %romotional cam%ai#ns for theintroduction and for the sales boost of the %roducts which can be described as

PROMOTION "AMPAI!N

4romotional acti'ities %ro'ides chance to com%any to communicate with the %otential

consumer to 9.eat the drumN about it %roducts!

)hal Ltd! /Jute Di'ision uses the followin# %romotional methods!

)he com%any sets u% the store dis%lays and sales officers ma&e sure that items

dis%layed are %ro%erly arran#ed so that they can loo& attracti'e on eye contact

le'el!

Com%any arran#es their stalls in the e(hibition at which the %roducts are

dis%layed and sold at discounts!

Sometimes the com%any enters in the coo%erati'e ad'ertisement with other

com%anies and the lo#os of such com%anies are %rinted on )hal Ltd! /JuteDi'ision #ifts that are #i'en free alon# with the %roduct of those other

com%anies!

)he com%any #i'es off seasonal schemes of discount to distributors with an

ob8ecti'e that the benefit of discount should be %assed to retailers and

wholesaler!

)here are different methods of %romotions which are used by )hal Ltd! /Jute Di'ision

PROMOTION METHODS4

AD5ERTISIN!4

?ews%a%er !

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a#a ines!

SALES PROMOTION

Cou%s!

4remiums!

Sam%les!

)rade shows!

Co-o%erati'e!

PERSONAL SELLIN!4

rder #etter!rder ta&es!

S%ort sales!

4eo%le sales force!

PU$LI"IT:4

?ews!

6eatures!

thers!

StCuBtuCe o@ the Sales de aCt'ent# 0

)he sales de%artment and mar&etin# de%artment are almost same in )hal Ltd! /Jute

Di'ision but the differences which are there are as

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De aCt'ent hieCaCBh

Nu'&eC o@ e' lo ees oC inG in the sales de aCt'ent

)here are 10 number of staff members in )hal Ltd! /Jute Di'ision sales de%artment

which are

1 r! S! 3ia aider / ana#er Sales and ar&etin#

2 Safdar ussain .u&hari /Sales fficer

B Syed ?asir ussain Shah /Sales fficer

= Choodhry $bdul Sattar /Godown fficer

I Syed Ghayyoor $bbas 3aidi /"n'oice Controller and Com%uter %erator

A $ har $bbas /$ssistant Sales fficerGhulam ashim /Godown $ssistant

< uhammad Shafi+ /)rans%ort $ssistant

@ $llah Ditta /Lifter Dri'er

10 ?awa $bassi /$ssitant

11 Ja'ed ussain /4eon

P AGE 87 OF 106

ManaGeC MaC etinG

S! 3ia aider

Sales O@@iBeCSa@daC $u haCi

InvoiBe "ontColleCS ed !ha ooC A&&as Zaidi

Sales O@@iBeCS ed NasiC Hussain Shah

!odo n O@@ieCA&dul SattaC

TCans oCt AssistantMuha''ad Sha@i

!odo n Assistant!hula' Hashi'

AssistantNa aF A&&asi

Sales AssistantAFhaC A&&as Shah


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Sales o eCations

Sales o%eration of the com%any in'ol'es the followin# o%eration as %erformed by theother com%anies of the world they are

+. ffer,. ?e#otiation -. Contract . Deal )ransaction

O@@eC

)hal Limited attends all ty%es of #o'ernment biddin#s and %resents himself with best

offers to all the com%anies!

)hese offers are from the %arties such as,

1! 4$SSC

2! Sindh 6ood

B! 4un8ab 6ood

=! 747 6ood

I! 4a&istan tobacco Com%any $&ora 7hata&

A! "nternational com%anies of "ran, )hai Land, $ustralia, >nited States and Hn#land

etc for e(%ort!

NeGotiation

$ccordin# to the com%any %olicy sale re%resentati'e ne#otiate with %ublic and %ri'ate

customers for the best suitable rates and the %roducts +uality in order to maintain a

suitable relations with the customers!!

"ontCaBt

$fter the finali ation of the terms and conditions re#ardin# +ualities, si e, and time of

deli'ery etc are settled in contract and the #oods are started to be %re%ared accordin# to

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the contract! "t also hel%s to &ee% a le#al %rotection to the %art as well as to the com%any

in case of any %roblem occurs in the future of the com%any wor&s!

Deal TCansaBtion

6inal deli'ery of #oods and there recei%ts are come into a %hysical sha%e in deal

transaction!

$ formali ed sales %rocess is #enerally more common for com%anies that either ha'e

lar#e re'enue, ris&s that re+uire systematic assurance of re'enue #eneration!

inal Dis atBh o@ !oods

)hal Ltd /Jute Di'ision also %ro'ides the facility of dis%atchin# the #oods at the ordered %lace of the %arty such as all the %arties of Go'ernment demand their #oods at their business %laces so this com%any %ro'ides the facility for deli'erin# the #oods at their business %oints at any %oint in 4a&istan!4rocess of de'elo%in# relations with customers

T)echni+ues of retainin# customers T)echni+ues of attractin# new customers T5ays of handlin# different &inds of customers li&e furious customers, %roblem creatin#

customers etc

"usto'eC SeCviBes De aCt'ent

Customer elationshi% ana#ement /C ac+uirin# customers by understandin# andfulfillin# their re+uirements more than e(%ectations and attractin# customers the s%ecificstrate#ic mar&etin# a%%roach --- it is a %rocess of total commitment on the %art ofor#ani ation--- t includes the ethodolo#ies and Strate#ies and Ca%abilities that hel% anenter%rise or#ani e and mana#e Customer elationshi%s!"t is the collection and distribution of all data to all areas of the business! 6rom abo'edefinition, it is clear that C is one ste% ahead of traditional mar&etin# a%%roach! Cinfect, focuses all direction to retention of the customer *once the customer has been

ac+uired

TeBhni ues o@ CetaininG Busto'eCs

The !eneCal PuC ose o@ "RM is to ena&le#

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r#ani ations to better mana#e their customers the introduction of reliablesystems and methods! )his enables or#ani ations to ser'ice their e(istin#customers more em%hatically and more forcefully De'elo% %rocesses and %rocedures for interactin# with those customers! So thatthe customer is %ro'ided ser'ices under the framewor& of systems andre#ulations! 5e will study all these systems to ensure a continuous system to &ee%our customers well * ser'iced!

TeBhni ues o@ attCaBtinG ne Busto'eCs

Ma oC ACeas o@ "RM @oBus on#

Generation and ser'icin# more loyal customers!

H(%ansion of customer base eduction of ad'ertisin# costs "ncrease in %rofitable customers Hase in introduction of new %roducts 4ersonal "nformation Gatherin# and 4rocessin#, Self-Ser'ice

"usto'eCs ith S eBial Needs#

Some customers are handica%%ed! )hey are unable to communicate or ma&e thin#sunderstand! Do not for#et that the customer has need for a %roduct, but he or she is unableto e(%ress it well! Let us cate#ori e these customers and analy e how to handle themO

ChildrenUusually cannot e(%lain thin#s 6orei#n 'isitorsUusually ha'e lan#ua#e %roblems )he deafUthey are de%ri'ed of a human faculty )he blind )he disabled )he elderlyUthey need im%ortance and honor for their a#eUtreat them well >neducatedUusually miss words or 'ocabulary of thin#sUhel% them s%ea& and

e(%ress what they want to say

SPE"I I" S%ILLS OR "RM#

C is a way of mana#ement and a%%roach! 5e ha'e so far seen that those s%ecial s&illsare re+uired by the mana#ement to see& results! 6ew s&ills are common for allmana#ement acti'ities! .ut we ha'e seen that some s%ecial s&ills are needed or usual s&illare needed to be a%%lied in a s%ecial way to ma&e C successful and result-oriented

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S ill to Bo''uniBate#

C needs to be communicated and made to understand to all staff members! ence, were+uire all &inds of communicati'e abilities first to be able to e(%ress oursel'es ande(%lain C measures and then to harness staff su%%ort and customer relationshi%, weneed to ma&e it understand to customers!

S ill to listen#

C entails lots of su##estions and re%ortsUhence learn to listen well! Listenin# is theother end of communication chain! 5e need t listen 'ery carefully to the customer and hisneeds and real needs!

?ow we all listen! .ut when we say here learn to listen we are sayin# listen tounderstand! 6or that we ha'e to ha'e %atience to listen and understand while listenin#!)a&e a class of some B0 odd students!

S ill to toleCate#

C is sometimes sensiti'eUlearn to be tolerant well this s&ill is more human thanmana#erial! )olerance is a 'irtue! 5e are sometimes faced with situation with a customerthat you &now that the customer is wron# or alle#edly sayin# thin#s! 5e must be tolerantto that! $#ain a lot can be said about it! .ut " would confine in sayin# that we ha'e no

battle to win with customers!

S ill to @oCesee#

C is broad-based! "t needs to be foreseen and antici%ated! ere a#ain ability toforecast and foresee is a s%ecial human trait that we need to shar%en and use 'ery often inC ! 5e must learn to understand situation more clearly and from that situation, drawlo#ical conclusions and inferences!)his demands lo#ical a%%roach and sufficient &nowled#e of thin#s and references of %aste'ents! >sually


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C re+uires serious handlin#! Kour communication style should be ad'isory andsu##esti'e! $d'ice is the most difficult thin# to do! 5hy would other %erson ta&e yourad'iceO 5hy should customer listen to your ad'ice in C and im%lement the course ofaction that you may desire, for #ood ad'ice he needs to res%ect you and be mindful thatyour ad'ice is worth im%lementin#!

S ill to eduBate#

C needs to be educated and its im%ortance etc and lots of +uestions answered to staff!)his is a s%ecial s&ill to educate and enli#hten other %erson with your &nowled#e! C

%reem%ts that and want education to be im%arted to staff as much as customers!

S ill to BonveCt

Con'incin# is im%ortantUso that staff members con'ert their thin&in# in total and ins%irit! )his is continuation of ability to con'ince! Con'ert the thin&in# in your way! )hecustomer may not be ri#ht in some cases! e too is human after all and may not ha'e&nowled#e enou#h about your field of %roduct! Kou are su%%osed to ha'e am%le %roduct&nowled#e and related %roducts!

S ill to induBe#

C needs to be infused into total beha'ior of staff members---it must be induced! )hismeans to inculcate s%irit of C , and always &ee%in# customer relationshi% in mine!

S ill to 'ini'iFe UD (@iasBo3 unBeCtaint 3 dou&t)#

)here should be no uncertainty and fears and doubts etc left in the minds of staffmembers con'ince them rather than order them! $ny doubts and confusion must be madecleared and nothin# will be ta&en for #ranted!

S ill to BCeate desiCe#

C should be framed in such a manner that there is a desire created in the minds ofstaff members to incor%orate it! )his is fundamental in effecti'e C !

S ill to add satis@aBtion#

C ad'anta#es to the o'erall or#ani ation leadin# to customer satisfaction as a toolshould be hi#hli#hted and trained! Satisfaction in ser'ices and customer care is essentialin C - we must maintain close touch with customers!

S ill to Covide ositive e eCienBe#

P AGE 92 OF 106


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4ositi'e e(%eriences of such %olicies and framewor& must be hi#hli#hted and fullye(%lained to customers and staff %eriodically!

S ill to BoCCeBt#

C is dynamic and constantly chan#in# to correct situations and to ad8ust with there+uirements!

S ill to s eed u Ces onse#

ana#erial s&ills in moti'ation are always considered 'ery effecti'e!Uit is more %rominent and result * oriented

S ill to innovate#

C is dynamic and ad8ustin# to new challen#es due to chan#es in the en'ironmentalchan#es hence inno'ate your own methods to match with his need of the hour!

S ill to &uild e'otional Ces onse#

C is %ro'idin# customer ser'icesUits %ac&a#e should ha'e an emotional a%%eal aswell! )his means that customs satisfaction is well attained if and when it not only co'ers

%hysical thin#s but also emotional attachment with brand or %roduct!

S ill to &e aBBounta&le#

"ndeed it is a mana#erial s&ill which is so necessary for e'ery mana#er to ha'e itUthat isto be accountable to or#ani ation or em%loyers as also to customers and community atlar#e! Self accountability is also %art of the deal!

S ill to hel #

"ndeed it is the hel% which we render to customers that can win o'er his #oodwill andalso relationshi%- hel% is usually rendered when due to some mista&e on the %art ofcustomer, some la%ses ta&e %laceUthatEs where the customer need e(tra fa'or and hel%from su%%liers!

S ill to &e CeBe tive#

"mmediate attention and hel% must be #i'en to customersUrece%ti'ity to some %roblemsis half solution sometimesUwe must learn to be rece%ti'e and sensiti'e to situations!

S ill to @ul@ill needs#

P AGE 93 OF 106


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Customer ser'ices are fulfillin# n

Internship Report Muhammad Navid Iqbal MC 080403727

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