AN ORGANIZATIONAL STUDY AT OLYMPIA TECH PARK PRIVATE LIMITED

COMPANY (OLYMPIA) CHENNAI

Submitted as a part of MBA I year Course Requirement

By

MOHAMMED SHABEER D.A.

(RA2152001040176)

Under the guidance of

DR. M.N. PRABADEVI

ASSOCIATE PROFESSOR

DEPARTMENT OF MANAGEMENT STUDIES

DEPARTMENT OF MANAGEMENT STUDIES

SRMIST
VADAPALANI, CHENNAI
 BONAFIDE CERTIFICATE

This is to certify that MOHAMMED SHABEER DA (RA2152001040176) is a Bonafide

Student of DoMS, SRMIST, Vadapalani, Chennai. the I year of Masters Degree Program in
Business Administration (MBA). She / He has done this project under my guidance and
supervision towards part fulfillment of I year MBA course.

Project Guide HOD

Date:
Place:

Signature of the Internal Examiner Signature of the External Examiner

DEPARTMENT SEAL
 DECLARATION

I …MOHAMMED SHABEER DA (RA2152001040176)… studying in I year MBA program

at DoMS, SRMIST, Vadapalani, Chennai, hereby declare that this project is an original work
of mine and I have not verbatim copied / duplicated any material from sources like internet or
from print media, excepting some vital company information / statistics, which are provided
by the company itself.

Signature of the Student

Date:

Place:
 ACKNOWLEDGEMENT

I am indebted to Dr. C.V. Jeyakumar, Dean (CET) , SRM Institute of Science and
Technology for this valuable and constant encouragement to supplement my knowledge.

I am extremely Heartfull thanks to Dr. C. Praseeda, Professor / HOD, of Department

of Management Studies, SRM Institute of Science and Technology, for her
encouragement and support me to completed during my project

I express my deepest gratitude to DR. M.N. PRABADEVI ,(ASSOCIATE PROFESSOR),

DEPARTMENT OF MANAGEMENT STUDIES, SRM INSTITUTE OF SCIENCE AND
TECHNOLOGY for this opportunity and their patient guidance, enthusiastic encouragement
And usefull critics on this work

I sincerely thank MR. NARAINDAR for the constant motivation and guidanve fot the
Succesful completion of my training. Thank you for providing me all the necessary
Information about the company and kindly clearing my doubts throughtout my training
period

MOHAMMED SHABEER DA
 ABSTRACT

The main aim of this study is to understand how the different departmental activities and
various functions are being carried to ensure the successful operation of the organization. It
also helps to establish a strong relation with the industry and create a platform for the better
understanding of the industrial practices and give complete knowledge about the domain. This
organizational study will help to learn the various functions such as operations, finance, human
resource, Issue department, and supervision departments in detail and provide adequate
information and knowledge about the organization. The goal of this study was to incorporate
two of those potential antecedents into research on the interaction between employees and
organizations. Using organizational justice as a mediating factor, I looked at how
organizational structure and internal communication affected different aspects of
employeeorganization interactions. More I especially looked for responses to the following
queries:
1) What degree of internal communication and organizational structure
2) How extensive are Organizational justice and internal communication are connected,
right?
3) To what degree is employee-organizational relations related to organizational justice?
relationships?
4) How important are internal processes and organizational Relationships between
employees and the organization and communication
5) Does The relationships between organizational structure, communication, and
organization-employee connections.
Swot analysis is used in this research to describe the firm's strengths, weaknesses,
opportunities, and threats. A porter's five force model is also used to analyze the company and
learn all there is to know about it.
 TABLE OF CONTENTS

CHAPTER-1 INTRODUCTION PAGE

NUMBERS

1.1 COMPANY BACKGROUND(HISTORY) 1--6

1.2 OBJECTIVES 7-8

1.3 ORGANISATION STRUCTURE 8

1.4 INDUSTRY ANALYSIS 9-12

(BASED ON PORTERS 5 FORCES MODEL)

1.5 DEPARTMENTAL STUDY 12-21

CHAPTER-2 PROBLEM & ANALYSIS

2.1 SWOT ANALYSIS 22-24

2.2 OPERATIONAL 24-25
PROBLEM / ACTIVITIES

(DEPARTMENTAL WISE)

2.3 IMPLICATIONS OF THE PROBLEM 26-27

2.4 MAJOR OBSERVATIONS 28-30
(LEARNINGS) 2.4.1HR

DEPARTMENT

2.4.2 CRM DEPARTHMENT

2.4.3 CS DEPARTMENT

2.4.4 ACCOUNTING

2.4.5 MARKETING

2.4.6 FINANCE

2.4.7 PURCHASE

CHAPTER-3 SUGGESTIONS & CONCLUSION

3.1 SUGGESTIONS TO SOLVE 30-32

OPERATIONAL PROBLEM

3.2 CONCLUSION 32
3.3 REFERENCE 33
 CHAPTER-1 INTRODUCTION

1.1 COMPANY PROFILE

Olympia Tech Park is the largest and one of the oldest Information Technology office locations
in Chennai, India. Various companies have acquired office space in this business park,
including Fortune 100 companies. It is located in the Inner Ring Road, Chennai just near
the TANSIDCO Industry and the Kathipara Junction. With about 1.8 million sq. ft. area, it is
also the first large green building in the city.

1
 Olympia Tech Park (Chennai) Private Limited is a 9 years 3 months old Private
Company incorporated on 26 Mar 2013. Its registered office is in Chennai, Tamil Nadu,
india.
The Company's status is Active, and it has filed its Annual Returns and Financial
Statements up to 31 Mar 2021 (FY 2020-2021). It's a company limited by shares having
an authorized capital of Rs 275.22 cr and a paid-up capital of Rs 271.91 cr as per MCA.
2 Directors are associated with the organization. Chandraka...View more

CIN/LLPIN/FCRN U45208TN2013PTC090266
Company Legal Name OLYMPIA TECH PARK (CHENNAI)
PRIVATE LIMITED
ROC Code RoC-Chennai
Company No. 090266
Company Category Company limited by Shares
Company Sub Category Non-govt company
Company Class Private
Authorised Capital ₹ 275.22 cr
Paid up Capital ₹ 271.91 cr
Incorporation Date 26 Mar 2013
Date of AGM 30 Nov 2021
Date of Balance Sheet 31 Mar 2021
Industry Real Estate
Company Size Unreported

1.1.1 The buildings

The technology park consists of three towers (phases), namely, Citius, Altius and Fortius. The
park was completed in 2006, comprising a total area of 8 lakh square feet. Unlike the other
major technology giants who have established themselves in the IT Corridor and Velachery,
Olympia has gone all the way by creating a name in the Inner Ring Road where fewer IT Parks
are present. It is located about 5 km from the Airport and 1.2 km from the Guindy Bus Station.
Olympia Tech Park (chennai) Private Limited is a Private incorporated on 26 March 2013. It

2
 is classified as Non-govt company and is registered at Registrar of Companies, Chennai. Its
authorized share capital is Rs. 2,752,199,940 and its paid up capital is Rs. 2,719,099,900. It is
inolved in Building of complete constructions or parts thereof; civil enginee

Olympia Tech Park (chennai) Private Limited's Annual General Meeting (AGM) was last held on
30 November 2021 and as per records from Ministry of Corporate Affairs (MCA), its balance
sheet was lst field on 31 march 2021

Directors of Olympia Tech Park (chennai) Private Limited are Chandrakant Kankaria, Ajit
Kumar chordia Olympia Tech Park (chennai) Private Limited's Corporate Identification
Number is (CIN) U45208TN2013PTC090266 and its registration number is 90266.Its Email
address is cs@olympiagroup.in and its registered address is NO.1, SIDCO INDUSTRIAL
ESTATE GUINDY CHENNAI TN 600032 IN Current status of Olympia Tech Park (chennai)
Private Limited is - Active.
.

 1.1.2 Occupants
 DXC Technology
 FE fundinfo
 Naveen Raj Technologies
 Kavin Raj Technologies
 Jency Technologies
 HPE
 HP
 Verizon
 HVCC
 Innoppl Technologies
 IBM
 Merrill Corporation
 AIGSS
 Rapid Info
 Dell
 Wipro
 NatWest Group
 Unicol Technologies
 the people's gym(for OTP Companies employees)
3
 Logitech Engineering and Design

4
1.1.3 OLYMPIA PROJET LIST:
 OLYMPIA PLATINA
 OLYMPIA NATIONAL TOWER
 OLYMPIA OPALINE
 OLYMPIA MITHILA
 OLYMPIA GOOD WOODS RESIDENCE
 OLYMPIA JAYANTHY RESIDENCE
 OLYMPIA PARK RESIDENCE
 OLYMPIA ENCHANTE
 OLYMPIA REFLECTION VILLAS
 OLYMPIA SKY VILLAS
 OLYMPIA GRANDE
 OLYMPIA PANACHE
 OLYMPIA OPLINE SEQUEL

They were conducted many more projects like this residence and appartments
in more no.of. branches in Olympia

1.1.4 DEPARTMENTAL PROFILE:

 HR DEPARTMENT
 CRM DEPARTHMENT
 CS DEPARTMENT
 LEGAL
 ENGINEERING
 ACCOUNTING
 MARKETING
 FINANCE
 PURCHASE

5
1.1.4.1 HR DEPARTMENT:
The HR Department believes that the employees are their biggest asset and emphasize in
developing and nurturing the talent they recruit. The Human Resources team collaborates with
the business to define the human capital strategy and drives management strategy. The Human
Resources team ensures that a performance driven culture is developed within the organization
which motivates our employees to work towards achieving the strategic goals set by the
organization. They offer challenging projects and an empowering environment where one gets
an opportunity to work with the senior leadership team to implement best ideas and
programs.The duties of OLYMIA TECK PARK include: Planning, Recruitment, Selection
Process, Posting Job Ads PLOTS , Evaluating the performance of the employees, organizing
resumes and Job Applications, Scheduling Interviews and Assisting in the process and ensuring
background checks.

1.1.4.2 CRM DEPARTHMENT:

Customer relationship management (CRM) is a process in which a business or other
organization administers its interactions with customers, typically using data analysis to
study large amounts of information.
CRM systems compile data from a range of different communication channels, including a
company's website, telephone, email, live chat, marketing materials and more recently, social
media They allow businesses to learn more about their target audiences and how to best cater
for their needs, thus retaining customers and driving sales growth. CRM may be used with
past, present or potential customers. The concepts, procedures, and rules that a corporation
follows when communicating with its consumers are referred to as CRM. This complete
connection covers direct contact with customers, such as sales and service-related operations,
forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the
company

1.1.4.3 MARKETING DEPARTMENT:

They were consists of taking charge of aggrement , customet satisfaction, lead taking , intracting
with the customer and booking plots for payment with the marketing link with the sales
department

1.1.4.4 PURCHASE DEPARTMENT:

Purchase department will be conducted with the marketing and finance which they
use to have and supportive with the customer knowing to build in it purchase department has
an person to dealed with the incharge of the sale recruiting the customer in located area like
(arun,abdul,prasad) these are the person who take with the customer dealing the located villas

6
 marketing

crm finance

sales
hr

OLYMPIA TECK PARK DEPARTMENT

7
 1.2 OBJECTIVES

CHENNAI: A new Information Technology (IT) park is likely to be set up near

King's Institute in Guindy, Chennai with an investment of Rs 600 crore to Rs
1,000 crore, according to official sources.

The Tech Park will be similar to Olympia Techpark in Chennai and will come
up on six-and-a-half acres of land at the site where OLYMPIA Batteries once
had its offices and will generate jobs.

This will add 1.2 million square feet of office space to the city at a time when
there is a shortage of IT micro-market office space. It is learnt that the project
is awaiting single window clearance from the Chennai Metropolitan
Development Authority (CMDA) under the Business Facilitation act.

Sources indicated that the project also requires clearance from the Union
Ministry of Environment and Forest. The project will commence in 2021.
Sources said the project has already attracted foreign direct investment and it
will cater to multiple IT sectors.

The project comes in the wake of Ascendas-Singbridge Group, a leading

sustainable urban development and business space solutions provider, last week
announcing acquisition of a 12.20-acre land parcel in Chennai to be developed
into an IT park.

A Shankar, Chief Operating Officer, Strategic Consulting, India & Sri Lanka,
Jones Lang LaSalle told Express that these new tech parks were coming up at
a time when there was huge demand for office space for information technology
projects. "The investment is coming at the right time. It is not only these two
projects, many are being planned in the Poonamallee area as well," he said.

With the Global Investors Meet (GIM) around the corner, all these projects will
be given priority and would be cleared if the site is clean and the project is
good, said Shankar.

8
Knight Frank, a property consultant has said that inadequate supply of office
space is continuing to limit transactions. Office rentals have continued to
increase in the city, with central business districts seeing an increase of Rs 65
to Rs 95 per square feet a month while in southern business districts they have
increased by Rs 50 to Rs 76 per square feet a month.

1.3 ORGANIZATION STRUCTURE

REGIONAL HEAD

CUSTOMER SERVICE
FINANCE HEA RELATIONS HI
MARKWTING HUMAN ORDERING
AND SALES HEA RESOURCE AND BILLING
HEA

9
 1.4 INDUSTRY ANALYSIS (BASED ON PORTERS 5 FORCES MODELS

Understanding Porter's Five Forces

Porter’s Five Forces is a business analysis model that helps to explain why various
industries are able to sustain different levels of profitability. The model was published
in Michael E. Porter’s book, “Competitive Strategy: Techniques for Analyzing
Industries and Competitors” in 1980.1 The Five Forces model is widely used to
analyze the industry structure of a company as well as its corporate strategy. Porter
identified five undeniable forces that play a part in shaping every market and industry
in the world, with some caveats. The five forces are frequently used to measure
competition intensity, attractiveness, and profitability of an industry or market.

10
 Porter’s five forces are:

1.4.1 Competition in the industry

1.4.2 Potential of new entrants into the industry
1.4.3 Power of suppliers
1.4.4 Power of customers
1.4.5 Threat of substitute products

1.4.1 Competition in the Industry

The first of the five forces refers to the number of competitors and their ability to
undercut a company. The larger the number of competitors, along with the number
of equivalent products and services they offer, the lesser the power of a company.
Suppliers and buyers seek out a company's competition if they are able to offer a
better deal or lower prices. Conversely, when competitive rivalry is low, a company
has greater power to charge higher prices and set the terms of deals to achieve
higher sales and profits.

1.4.2 Potential of New Entrants Into an Industry

A company's power is also affected by the force of new entrants into its market. The
less time and money it costs for a competitor to enter a company's market and be an
effective competitor, the more an established company's position could be
significantly weakened. An industry with strong barriers to entry is ideal for existing
companies within that industry since the company would be able to charge higher
prices and negotiate better terms.

1.4.3 Power of Suppliers

The next factor in the five forces model addresses how easily suppliers can drive up
the cost of inputs. It is affected by the number of suppliers of key inputs of a good
or service, how unique these inputs are, and how much it would cost a company to

11
 switch to another supplier. The fewer suppliers to an industry, the more a company
would depend on a supplier. As a result, the supplier has more power and can drive
up input costs and push for other advantages in trade. On the other hand, when there
are many suppliers or low switching costs between rival suppliers, a company can
keep its input costs lower and enhance its profits.

1.4.4 Power of Customers

The ability that customers have to drive prices lower or their level of power is one
of the five forces. It is affected by how many buyers or customers a company has,
how significant each customer is, and how much it would cost a company to find
new customers or markets for its output. A smaller and more powerful client
base means that each customer has more power to negotiate for lower prices and
better deals. A company that has many, smaller, independent customers will have
an easier time charging higher prices to increase profitability.

1.4.5 Threat of Substitutes

The last of the five forces focuses on substitutes. Substitute goods or services that
can be used in place of a company's products or services pose a threat. Companies
that produce goods or services for which there are no close substitutes will have
more power to increase prices and lock in favorable terms. When close substitutes
are available, customers will have the option to forgo buying a company's product,
and a company's power can be weakened.

Understanding Porter's Five Forces and how they apply to an industry, can enable
a company to adjust its business strategy to better use its resources to generate
higher earnings for its investors.

12
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1.5 DEPARTMENTAL STUDY

DEPARTMENT PROFILE:

Olympia comprises of various departments which are as follows:

• Marketing & Sales

• Finance
• HR
• Ordering & Billing
• Entry making
• Customer service Relationship Management

The above-mentioned departments are explained in brief;

1.5.1MARKETING & SALES:

The sales and marketing division sets individual sales rep quotas, as well as the overall volume goal for
the company. To achieve sales goals, it creates bonus and commissions structures. The division uses past
sales figures and expert projections to estimate which products will sell where and in what amounts
department include but are not limited to:.

13
Because sales and marketing managers spend much of their time talking directly to customers, they guide
the development of products and services. They recommend modifying or dropping products or services or
adding new ones to the company’s mix, based on what customers want. A sales and marketing department
has the responsibility for deciding where the company should sell and what its prices should be.

This includes choosing which, if any, intermediaries the company will use, such as wholesalers,
distributors or retailers. This requires the division to research where the company’s competitors are selling
and where its customers say they want to shop.

To maintain its customer base, sales and marketing takes responsibility for making sure buyers are happy,
as well as trying to upsell them. The division is proactive in contacting customers with surveys and special
offers and is reactive in attempting to solve any problems that might cause the company to lose customers.

The word “promotions” covers a broad array of sales and marketing efforts, including advertising, social
media, public relations, sales, event sponsorship, cause marketing, discounts, loyalty programs, rebates,
trade show appearances and buyer’s clubs. The sales and marketing team decides which publications to
advertise in, which TV, radio or websites are best for promoting the company’s products or services,
and what contests, giveaways, discounts or other marketing methods will help it boost sales

Being the regional office, Marketing & sales department plays a major role. The process of
work changes depending upon the day’s order from its dealers. Setting new targets for every following
week and trying to achieve the same is the major work done by the area manager. Also altering the
marketing strategies if the target is not achieve

1.5.2 FINANCE:

A business's finance department is the division in charge of procuring and managing all
financial resources on the company's behalf. The department oversees income and expenses
in addition to ensuring that operations function smoothly with the least amount of disturbance.
The finance department's duties extend beyond the more conventional ones of managing
payroll, revenue, and costs to include economic analysis to enhance important corporate
initiatives. The contributions of finance department to any company and how these
contributions positively affect organisational performance will greatly depend on factors such
as the extent to which the owner/ manager is involved in his company. The roles and
responsibilities of a finance

14
 • Bookkeeping This is the most basic function of the finance department. It involves
the day-to-day recording, analysis and interpretation of a company’s financial
transactions. This will include the tracking of all expenses (purchases, payments etc.)
and sales of finished products. In some startup companies, this role is often carried
out by a bookkeeper who might be replaced by more specialized payables and
receivables clerks as the company grows or expands its operations
.

Management of company’s cash flow It is the duty of the finance department to manage all
cash flows into and out of a company and ensure that there are enough funds available to meet
the day-to-day running of the company. This area also encompasses the credit and collections
policies for the company’s customers, to ensure that vendors and creditors are paid correctly
and on time; and that the company is also paid correctly and as when due.

• Budgets and forecasting In this function, the finance department works with
managers to prepare the company’s budgets and forecasts and also give feedback
with regards to the financial standing of the company. This information can be used
to fulfil the cash needs of each department, plan company staffing levels, plan asset
purchase and expansions at minimum cost before they become necessary. The
finance department can also use past records from respective departments to make
better budget and forecast over long-term and short-term time horizons.

The department has various sub departments under it with the regional accounts manager
heading the same. olympia - Nelson Manickam Road, being the regional office has to
compile all the states across and its financial details. Post entering the orders and generating
the bills, the department records all the entered details and the same is put in an accounting
format along with the calculations with the help of SAP software. The rates, discount allowed
to customers, extra charges including GST is being calculated automatically after the manual
entering of required details Staying Current and Competitive

15
 1.5.3 HR

Human resources managers oversee the most important component of a successful business – a
productive, thriving workforce. This requires viewing people as human assets, not costs to the
organization. As with any other asset, a talented workforce can be used strategically to add value to an
organization.

Strategic Role of HRM

The human resources management team suggests to the management team how to strategically manage
people as business resources. This includes recruiting and hiring employees with specific skill sets to meet
the company's current and future goals, coordinating employee benefits and suggesting employee training
and development strategies. In this way, HR professionals are consultants, not workers in an isolated
business function; they advise managers on many issues related to employees and how they help the
organization achieve its

Developing Skills for the Future

At all levels of the organization, managers and HR professionals work together to develop
employees' skills. For example, HR professionals advise managers and supervisors how to
assign employees to different roles in the organization, thereby helping the organization adapt
successfully to its environment. In a flexible organization, employees are shifted around to
different business functions based on business priorities and employee preferences.

Building Loyalty and Commitment

HR professionals also suggest strategies for increasing employee commitment to the

organization. This begins with using the recruiting process or matching employees with the
right positions according to their qualifications. Once hired, employees must be committed to
their jobs and feel challenged throughout the year by their manager.

Building a Talent Pipeline

An HRM team helps a business develop a competitive advantage, which involves building the
capacity of the company so it can offer a unique set of goods or services to its customers. To
build the an effective human resources, private companies compete with each other in a "war
for talent." It's not just about hiring talent; this game is about keeping people and helping them
grow and stay committed over the long term.

16
Human resource management requires strategic planning to address not only the changing
needs of an employer but also a constantly shifting competitive job market. Employee benefit
packages must be continually assessed for costs to the employer. Tweaking the packages also
provides an opportunity to increase employee retention through the addition of vacation days,
flexible working arrangements or retirement plan enhancements. For example, in recent years
many human resource professionals have overseen the addition of preventative health
components to traditional health plans for both employment recruitment and retention efforts.

This department does not play a major role comparatively, being a regional office. But at the
same time compilation of staff details, their attendance, bonus, incentives, etc., for the entire
southern region is done here. Sometimes selection process also happens here with the help of
the HR. Other than that, arrangement for industrial visits for the area manager, organizing
dealer and service meetings are performed by this department.

HR POLICY:
• Olympia teck park believes that the people are the key differentiators for its
competitiveness.

• They are an equal opportunity employer, committed to adopt the best human
resource practices and to enrich the quality of life of their employees.

• They pursue a culture of professionalism to unleash people capability or realizing

their organizational vision.

• They value diversity and are dedicated to ensuring workplaces, free from
discrimination of race, gender, color, religion, nationality, age and ability.

• They are committed to work towards becoming an employer of choice by attracting

the best talent, proactively engaging and developing their people to secure a
sustainable future.

• They were belive with the customer awaring to intract with the new resources it

17
1.5.4 ORDERING & BILLING:
The billing system is the most important function of the sales process in an
organisation. A lot of thought and effort goes into setting up a streamlined billing
system. In recent times, billing system software has been prominent in helping
businesses to improve efficiency in their business process.

A billing system includes procedures and processes that help create bills and invoices
for customers. Nowadays, billing systems include software that allows transmitting
bills and invoices to the customers offline and online. Businesses need to have billing
system software for the following reasons:

1.6 To keep track of sales and payments received

1.7 To manage cash effectively

1.8 To prevent errors in the compilation of bills and invoices

1.9 Optimisation of business processes

1.10 Salient features of billing system

1.11 Customisable: Billing and invoicing requirements vary in each business. Invoices in
the billing systems must be customisable so businesses can include all required details
and change the invoices regularly.

1.12 Data backup: Billing systems can create master data of parties and amounts. It also
creates a backup either offline or online. Systems also provide easy data extraction for
tax return filing and any other usage.

1.13 Compliance with GST: Most businesses have to follow GST filing and related
compliances periodically. Billing systems include features that can aid the business’
compliance with GST.

1.14 Reporting mechanism: Billing systems help generate reports on various matters. This
can save time and cost of preparing reports and better analysis.

1.15 Payment features: Billing systems nowadays also include links and barcodes for
facilitating online payments easily. This also provides for easy reconciliation of
payments received.

18
 For accounting, invoices are used as a source document. Invoices are primarily
used for keeping track of all the sales transactions by any business organisation
with its customers.
It is issued by every business and professional to keep track of sales made and services
provided. Businesses use invoices for several reasons, such as follows:
1.16 Invoice forms the basis for requesting clients or customers to make payments on time.

1.17 To keep an account of the sales or supplies.

1.18 To track the inventory of the business.

1.19 Invoice can be used as historical data to predict future revenue.

1.20 To keep track of business income for tax purposes.

In short, taking orders from the customers and generating bills are the work done here.
Stating in brief, the department receives orders from their customers through phone calls
majority of the times and on a rare basis, also on a personal visit. The department works
on two software’s which are Renaissance and SAP. Using renaissance, entering of orders
are done followed by generating bill process with the help of SAP. A bill is passed only
after the customer presenting the cheque for their payment in advance, like in a day(s)
time. After debiting the required amount only the bill gets generated and sent to the finance
department.

1.5.5 ENTRY MAKING:

An accounting journal or book of original entry is an official record providing all the
business's financial transactions in order by date. Using an accounting journal,
accountants, bookkeepers and auditors track and analyse the financial status of an
organisation. If you plan to work in the finance and accounting industry, knowing how and
when to use an accounting journal can help file taxes on time and analyse the organisation's
financial health.
The overall sales on a weekly basis is being entered in an Excel sheet and it keeps a record
of it. Comparison of profits, sales, stock prices are done with the help of entry making.

19
1.5.6 CUSTOMER SERVICE RELATIONSHIP MANAGEMENT:
In a broad sense, customer service employees interact with customers on behalf of an
organization. This happens through various support channels available to them. Thus, they
can resolve customers’ issues quickly and effectively. Depending on the position and
company requirements, customer service duties, functions, and responsibilities may
greatly vary.

1. Answering questions about a company’s products or services

Answering both general/specific customer questions about the company’s

products/services is a key responsibility of many service agents. In fact, knowledgeable
employees are one of the most important aspects of a good customer service experience.
Knowing the ins and outs of a company’s offerings is critical for frontline service reps. It
allows them to provide quick, accurate, and comprehensive responses to customers and
prospects.

2. Processing orders and transactions

Some of the basic customer service job duties may involve receiving and processing
incoming orders. Moreover, transactions as well as handling order cancellations, product
returns, or exchanges. It means ensuring that customer orders and transactions are
processed in an efficient and timely manner. Order processing is often associated with
entry-level customer service jobs. And it is seen as a prime opportunity for those looking
to launch their career in customer service.

3. Resolving issues and troubleshooting technical problems

Resolving product/service issues, troubleshooting problems, and providing ongoing
technical assistance to customers are the typical duties of help desk support teams in SaaS
and tech companies. That includes providing help and support with installation,
customization, maintenance, and upgrading of the product. It requires agents to have deep
product/ service knowledge, as well as certain hard skills. Tech support reps very often
work closely with product development teams to ensure product optimization and
improvement of end-user experience.

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1. Delivering information about a company’s offerings

Apart from answering questions and resolving issues, the duties of a help desk support
specialist may include providing information about a company’s special offerings and
upselling related products/services, if appropriate, when engaging with customers. Service
reps may be partially involved in sales, in some capacity. However, their primary
responsibility is assisting customers with product/service inquiries, ensuring a positive
service experience and customer satisfaction.

2. Providing proactive customer outreach

According to numerous studies, today’s consumers expect customer service to be more

proactive and personalized. Thus, customer service representatives are not just required to
reactively respond to requests. Proactive customer outreach is also becoming a common
duty of service employees. It may include offering support before customers even ask for
help.

3. Handling customer complaints

Dealing with unhappy customers and handling complaints is an almost inescapable duty
of many customer service employees. This applies especially to frontline reps, who are
usually the first point of contact for customers. Agents need to be trained for a wide range
of customer service soft skills. Such as good listening, clear communication, empathy,
ability to use positive language, etc. Therefore, being able to diffuse frustrated customers
and ensure effective and successful complaint resolution. For example; let’s just say an
agent is facing a conflict that is beyond the scope of what he/she can handle. In this
situation, the agent is responsible for escalating the customer to the appropriate internal
teams.

4. Collecting and analyzing customer feedback

The customer service representative duties do not end at just responding to customers and
resolving their issues. Collecting and analyzing customer feedback can also be a part of their
customer service job tasks. There are numerous ways to automate feedback collection. Agents
may also personally follow up with customers to find out how the solution worked for them.
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In addition, take notes of their suggestions on what can be potentially improved. Service teams
usually collaborate closely with marketing teams on feedback collection and analysis.

4. Responding to customer reviews

Review platforms are growing in popularity and more consumers are relying on other
people’s opinions/experiences when making purchasing decisions. Responding to product
or company reviews written by customers is becoming an increasingly important
responsibility of customer service employees. Every negative online review can easily
reach a large audience and affect potential sales. Therefore, service agents should know
how to handle negative reviews and turn those unpleasant situations into positive
experiences. Overall reduce possible brand reputation damage.

In this department, the employees have a one-to-one communication with their customers.
Customer complaints, requesting for services, replacement of batteries due to internal/
external damages and in case of any emergencies are being communicated to this
department with the help of toll-free number. olympia provides 24*7 services to its
customers. In addition, olympia excels in its bat mobile services where, the customers
call the relevant toll-free number based on their locality and once the call is registered, the
service, the technician closest to their location be it home or on road will reach the
customers.

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 CHAPTER-2

PROBLEM AND ANALYSIS

2.1 SWOT ANALYSIS OF OLYMPIA INDUSTRIES

2.1.1 SWOT ANALYSIS: STRENGTH

 Inverted Hammer (Bullish Reversal)

 Growth in Net Profit with increasing Profit Margin (QoQ)

 Increasing Revenue every quarter for the past 3 quarters

 Increasing profits every quarter for the past 2 quarters

 Company able to generate Net Cash - Improving Net Cash Flow for last 2 years

 Book Value per share Improving for last 2 years

 Company with decreasing Promoter pledge

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 2.1.2 WEAKNESS

 Negative Breakdown First Support (LTP < S1)

 Bearish Stocks - Stocks with Medium to Low Trendlyne Momentum Scor

 Decline in Quarterly Net Profit with falling Profit Margin (YoY)

 Weak Momentum: Price below Short, Medium and Long Term Averages

 High promoter stock pledges

2.1.3 Threats

 Increasing Trend in Non-Core Income

 Stocks with high PE (PE > 40)

2.1.4 Opportunity problem:

Finding customers and marketing

As Peter Drucker famously said “the purpose of a business is to create a customer”. Unfortunately,
building a healthy client list is easier said than done. Here are a few ideas on how to find new customers:

Succession planning
Succession is a strategy for passing on leadership roles, often the ownership of a company, to an

POOR PRODUCTIVITY:

 Poor productivity occurs from a wide range of issues like idle time due to late or
insufficient supply shipments or sometimes construction vehicles breaking down
during the work
 Due to frequent inclement weather the construction work gets affected and it may get
delay.
 During the work , there might be changes in design and it gets complicated araising in
the midway of the construction work.

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2.1.5INSURANCE COSTS:

Business insurance protects your investment by minimizing financial risks associated with
unexpected events such as vehicle accidents, an injured customer, a lawsuit, or a natural
disaster. If your business needs insurance to operate, we have the best people to work with and
access the best insurance companies in the industry.

2.1.6 PROJECT MANAGEMENT:

 In the current situation, managing the workforce is the another challenge.

 Worker safety andengagement has been a top priority following the coronavirus crisis.
 Our project management are handling in good captured in Olympia teck park centured

2.2 OPERATIONAL PROBLEMS / ACTIVITIES

• MARKETING AND SALES
In this industry, marketing and sales play a significant part since they must work
hard to meet their weekly goals, or else they must alter their whole business plan
to do so. The marketing director occasionally loses his temper as the strain rises.
Additionally, in the third week of June, they were unable to meet their weekly goals
since the stock did not arrive on time as a result of the severe weather in the north.

2.2.1 FINANCE
In the situation that the finance department makes a mistake, the overall sales will
become muddled, making it one of the most important departments. They create
the entries using SAP software's assistance. This department needs many skilled
workers. The department appears to be performing its duties appropriately and
without any errors thus far. Due to the department's understaffing, the workload
will double. There is a chance of inaccuracy because they must make entries for

the entire southern region.

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2.2.2 HUMAN RESOURCE
Since it is a regional office, the human resources division does not have a
significant impact. This department is in charge of hiring new personnel, handling
employee compensation, administering incentives, etc. Due to the little number of
jobs the company required only few employees, so they have only few personnel
in this Department. They participate in other additional departmental activities as
well. If there is a disagreement among the employees, the HR head gets involved
to help resolve it.

2.2.3 ORDERING AND BILLING

The ordering and billing department is the other important division after the
marketing division. They are expected to contact clients and dealers directly or
over the phone to accept orders. They are responsible for dealing with consumers,
negotiating rates, and entering orders. They create the entry and provide the
merchandise to the clients as soon as they get the money. If dealers place a large

order, the company will arrange for safe transportation and deliver the goods to the
dealers' specific location.

2.2.4 CUSTOMER SERVICE RELATIONSHIP MANAGEMENT:

This section is responsible for handling service requests and preserving goodwill with
consumers. This is another crucial department since they receive calls from all around the
southern region every single day. If a consumer can't reach the local service center, they may
call the toll-free number, and staff members will assist them in finding the closest local service
centers.

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 2.3 IMPLICATIONS OF THE PROBLEMS.
PRODUCTION

2.3 One of the major implication in the firm could be that the firm will not been able to
meet all its customers’ requirements.

2.4 It might lose a lot of its clients due to this issue.

2.5 Maintaining good relationship with clients is very much importans

2.6 We are productioning the apartment building like luxury apartment

2.3.1 FINANCE:

Olympia Financial is a full service company known for integrity and experience in the
mortgage industry. We offer over 1000 different loan programs that best suit the needs and
wants of any financial structure.

2.3.2 MARKETING:

 Olympia Marketing Private Limited is a Private incorporated on 24 June 1998. It is

classified as Non-govt company and is registered at Registrar of Companies,
Ahmedabad. Its authorized share capital is Rs. 100,000 and its paid up capital is Rs. 0.
It is inolved in Non-specialized retail trade in stores

 Olympia Marketing Private Limited's Annual General Meeting (AGM) was last held
on N/A and as per records from Ministry of Corporate Affairs (MCA), its balance sheet
was last field on N/A

 Olympia Marketing Private Limited's Corporate Identification Number is (CIN)

U52100GJ1998PTC034302 and its registration number is 34302.Its Email address is
and its registered address is 103,TIRUPATI TOWERS,SILVASSA ROAD,GIDC
CHAR RASTA, VAPI Valsa
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2.3.3 HUMAN RESOURCE:

 Employees who stay with the organization for a long time acquire skills and knowledge
on the job. Losing an employee can lead to loss of all this acquired knowledge.
Employees leaving the Organization can have negative impact on the morale of their
colleagues
 Employees who stay with the organization for a long time tend to take on the culture of
the organization losing such employees can lead to cultural clash in the organization
 Employee productivity increases over a period of time as they become more familiar
with their role. It is often difficult to reach same level of productivity with new
employees.
 Hiring for good opportunity in Olympia teck park of management

2.3.4 OPERATION:

 Operation Market Garden was an Allied military operation during the Second World
War fought in the Netherlands from 17 to 25 September 1944. Its objective was to
create a 64 mi (103 km) salient into German territory with a bridgehead over the River
Rhine, creating an Allied invasion route into northern Germany.[8] This was to be
achieved by two sub-operations: Seizing nine bridges with combined U.S. and
British airborne forces (Market) followed by land forces swiftly following over the
bridges (Garden).

 The airborne operation was planned and undertaken by the First Allied Airborne
Army with the land operation by XXX Corps of the British Second Army. [9] Although
the largest airborne operation of the war up to that point, [e] Market Garden's ultimate
outcome remains debated: The operation succeeded in liberating the Dutch cities
of Eindhoven and Nijmegen along with many towns, and limited V-2 rocket launching
sites. However, it failed to secure a bridgehead over the Rhine, with the advance being
halted at the river.

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2.4 MAJOR OBSERVATIONS:

 They have technology capable of identifying and eliminating common

safety issues on the job site. .

 They have many skilled and experience workers and there is no delay in
the completion of work.

 They always maintain good relationship with their clients.

 They need to expand their business into market range.

 They have drastically grown in the past 08 years.

 They are now the most trusted Indian brand in south Indian market.

 The manager visits other markets for customer complaints, if there is any.

 Planning the timing and quantity of Purchases can result in trade discounts
for the Organization

 We are major for good work experience In job opportunity

 They were expecting to have good knowledgement

 We have a departmental working like hr finance marketing customer

satisfaction etc.

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 LEARNINGS ( major observations)
2.4.1 HR DEPARTMENT

IN HR Department I have learm that the Management will maintain all the department like
CRM,CS,ACCOUNTING,MARKETING,FINANCE,PURCHASE,etc, the head of the department will be
upgrated the worker employee to take more working the customer in relationship they handle with
the employee as an friendly in the department

2.4.2 CRM DEPARTHMENT

The CRM department is an(customer relationship management) the have an website to

handle the customer who aggress the crm department will help the customer to buy the or job
vacancy to customer and they handle softly to the customer and they listen record keeping in hand
record to note type what customer is saying to help with their side they have the major projects to
help customer to buy appartments with the sales department to an ensure consultant in it

2.4.3 CS DEPARTMENT

The customer service groups handle I have learn in this department that how to handle
an customer wise to soft handle and know their detail to know then to helping them complain to
solve the problems in the appartments

2.4.4 ACCOUNTING

The accounting department I have know that they may collect the amount of which they book
an apparment wise and banking and audit the customer santion in bank detail from bank side to
customer side in it they may realise the customer check to update from an marketing department
to finished they property it

2.4.5 MARKETING

The marketing departent has major of subconcious department like crm,aggrement,booking

and finance they may collect from the crm and sales department and have an customer id and call the
customer to confirm the vills appartment and send the sales department for each customer to expalin
the plan detail to the customer and fill the details of customer and payment first 200000 lakh to
book an appartment and they may give and 1 month time to pay the full apyment to the customer they
may finally agres to start and aggrement to confirm it and raise forward to the finance department
this is an markrting department I have learm in it

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2.4.6 FINANCE

The finance department the may take the incharge of the who accounting finance to audit the
customer satisfaction and transaction the whole department in it

2.4.7 PURCHASE

The purchase department they may consider that they have an detail from the crm department
and marketing department to confirm booking the customer satisfaction in it

CHAPTER-3

SUGGESTIONS & CONCLUSION

3.1 SUGGESTIONS TO SOLVE OPERATIONAL PROBLEM

When solving problems within operations, it’s possible to do so partially and to have said
problem manifest itself again and again with various mutations that would make us think we’re
dealing with multiple issues. By completely and thoroughly resolving the core issue, we can
accomplish two things: stop wasting resources dealing with problems from the same core issue
and create sustainable improvement in the organization. In order to better solve problems, the
operations team should be well-trained and guided to find permanent corrective actions for the
problems they encounter.

3.3.1 Focus on Root Cause(s) and not Symptoms

It is very easy to focus on the symptoms that are most visible in the organization when trying
to improve performance. Unfortunately, it’s not enough to scream “Stop being late with
deliveries!” to resolve a delivery problem -- if it were, every executive would at some point
have resolved the issue. Instead, we must ask “Why?” and drill down until the core root causes
are identified. There can be one, multiple or interrelated root causes to any particular issue that
manifest themselves in the operation.

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3.3.2 Turn-off All Root Causes
If we only defeat one root cause of a problem that has multiple causes, the problem will re-
establish itself shortly and perhaps change slightly so as to be considered a new or different
problem. When we conduct our root cause analysis, we should identify all root causes and
develop plans to turn off each one (or one of any given interrelated grouping) to make sure the
problem never recurs.

3.3.3 Don’t Mistake Containment for Resolution

As soon as an operational problem is discerned, it should be contained. Awareness should be
raised and those affected should work together to identify a short-term strategy for making sure
the problem doesn’t escape the immediate area while permanent corrective actions are
developed and verified. All too often, this temporary action can remain in place far too long
while other more emergent issues are looked after. Instead, be certain to use the containment
action to stop problems from becoming tragedies, but don’t allow containment to remain past
its welcome.

3.3.4 Audit Results of Problem-Solving

When a problem has been certified as “solved” within the operation, this should trigger
periodic and scheduled assessment of resolution to ensure that it is truly fixed. A post-
mortem should also be conducted to understand why the things that functioned properly were
effective and why failures were ineffective. Brutal honesty and focus on process are essential
to be effective in this endeavor.

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3.3.5 Don’t Over-Adjust
It can be a tendency of executives driving problem-solving activity to make immediate
adjustments when they learn that, after a process has been changed to solve a problem, the
problem re-emerges. Remember that occasionally the cycle-time to incorporate solutions is
longer than the frequency of emergence. This means that, while the problem is being solved
and the process modified, other problems may occur that escape the containment strategy --
particularly if all root causes are not yet understood. In this case, it is important to identify
which problem manifestations occurred because of failed containment and which occurred
because the new process is still faulty. Focus on root cause of the failure here is essential for
final resolution.

By carefully solving the problems within our operation, we can consistently increase
profitability and create more output with fewer resources. It’s essential to do a great job of
problem solving -- every time!

3.2 CONCLUSION

The precise goals of the organizational research that was conducted in different

businesses were successfully met. Understanding the organization's structure and how it

works was beneficial. Understanding the roles and responsibilities of the various

departments within the company, especially their documentation-related tasks, was also

beneficial.

The study aided in understanding how information is used in organizations for decision making

at various levels and how essential business activities are carried out inside them. The research

was effective in determining the organization's level of SAP adoption for a variety of tasks

and activities. This research enhanced practical understanding. The organization study was

useful since it gave me more self-assurance and insight.

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3.3 REFERENCE:

https://www.olympiagroup.in/olympia-commercial-properties/

https://crm.consulting/company/olympia-consulting-llc/

A REPORT ON ORGANISATIONAL STUDY FROM AN OLYMPIA TECK PARK

GROUP OF TECHNOLOGY PVT,LTD.

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