BUSINESS

DEVELOPMENT PLAN
EG SERVICE COMPANY

SUBMITTED TO:
Dr. Pradeep Rajopadhya
Mr. Sohan Babu Khatri
Mr. Rabindra Silwal

SUBMITTED BY:
SUMAN SUBEDI
EMBA FALL 2015 ACE INSTITUTE OF MANAGEMENT
DECLARATION

This business development plan has been prepared as a final assignment required for the course of
EMBA, Pokhara University. This report is to be submitted to the Ace Institute of Management purely
for academic purpose.

There are no any market research agencies, government institutions and reliable sources for research
and development for the business plan of EG Service Company. So, most of the data and features
included in this report are based on my own field research and visits to the concerned people and
places.

……………………………………………
Suman Subedi
EMBA FALL 2015
ACE Institute of Management
ACKNOWLEDGEMENT

I would like to express my special thanks of gratitude to my supervisors Mr. Sohan Babu Khatri, Mr.
Rabindra Silwal, and Mr. Pradeep Rajopadhyaya from Ace Institute of Management for their
relentless support, guidance and valuable advice during the preparation. I am very thank full to my
partners and colleague who supported me to sharpen my business idea. It would not have been
possible to complete this business development plan without the continuous support and help
provided by them. It has helped me to be familiar with the business environment and practices
applied in real life scenario in Nepal.

My special thanks go to Mr. Mohit Maheshwori for his support on making the financial plan and Ms.
Pratima Upreti and Mr Deep Prakash Ayadi for their coordination for this BDP preparation.

I am very much thankful to all the friends and colleagues at Ace Institute of Management, who have
been very encouraging, cooperative and supportive to me to complete this BDP on time.

…………………………

Suman Subedi
EMBA FALL 2015
ACE Institute of Management
Contents

BUSINESS HIGHLIGHTS................................................................................................................................ 8

EXECUTIVE SUMMARY.............................................................................................................................. 12

BACKGROUND.............................................................................................................................................. 14

1. INTRODUCTION................................................................................................................................... 16

a. VISION............................................................................................................................................................17

b. MISSION.........................................................................................................................................................17

c. GOALS/OBJECTIVES.....................................................................................................................................17

d. VALUES...........................................................................................................................................................17

e. BUILDING BLOCKS OF BUSINESS MODEL..............................................................................................18

i. VALUE PROPOSITION.............................................................................................................................18
ii. CUSTOMER SEGMENTATION................................................................................................................20
iii. KEY ACTIVITIES......................................................................................................................................21
iv. KEY RESOURCES.....................................................................................................................................22
v. KEY PARTNERS........................................................................................................................................22
vi. CUSTOMER RELATIONSHIP..................................................................................................................23
vii. CHANNEL.............................................................................................................................................23
viii. COST STRUCTURE..............................................................................................................................24
ix. REVENUE STRUCTURE..........................................................................................................................24

2. PRODUCT/SERVICE DESCRIPTION.................................................................................................. 26

A. PRODUCT DESCRIPTION AND HISTORY..................................................................................................26

B. PRODUCT ATTRIBUTES AND BENEFITS TO THE CONSUMER..............................................................26

C. RESEARCH AND DEVELOPMENT EFFORTS AND BACKGROUND........................................................27

D. PRODUCT LIFE CYCLE....................................................................................................................................28

D.1. INTRODUCTION........................................................................................................................................28
D.2. GROWTH....................................................................................................................................................28
D.3. MATURITY.................................................................................................................................................29
D.4. DECLINE.....................................................................................................................................................29

E. COSTING AND PRICING..............................................................................................................................29

F. QUALITY ASSURANCE AND CONTROL......................................................................................................29

G. INTELLECTUAL PROPERTY RIGHT............................................................................................................30

3. INDUSTRY AND MARKET ANALYSIS................................................................................................ 32

3.1 ENVIRONMENTAL ANALYSIS..........................................................................................................................32

3.1.1 POLITICAL................................................................................................................................................32
 3.1.2 ECONOMICAL..........................................................................................................................................33
3.1.3 SOCIAL......................................................................................................................................................33
3.1.4 TECHNOLOGICAL...................................................................................................................................33
3.1.5 LEGAL........................................................................................................................................................34
3.1.6 ENVIRONMENTAL..................................................................................................................................34

3.2 INDUSTRY STRUCTURE AND MARKET CHARACTERISTICS.....................................................................34

3.3 FIVE FORCES OF MARKET AND ITS STATE IN THIS INDUSTRY...............................................................37

3.3.1 THREAT OF NEW ENTRANTS...............................................................................................................37
3.3.2 THREAT OF SUBSTITUTE......................................................................................................................37
3.3.3 BARGAINING POWER OF BUYERS.....................................................................................................38
3.3.4 BARGAINING POWER OF SUPPLIERS.................................................................................................38
3.3.5 RIVALRY WITH IN INDUSTRY..............................................................................................................38

3.4 MARKET AND COMPETITOR ANALYSIS.......................................................................................................39

3.4.1 STRENGTH AND WEAKNESS ANALYSIS...........................................................................................40
3.5 CONSUMER AND DEMAND ANALYSIS..........................................................................................................40

4. BUSINESS STRATEGY.......................................................................................................................... 43

4.1 SWOT ANALYSIS...............................................................................................................................................43

4.2 BUSINESS STRATEGY......................................................................................................................................44

5. MARKETING PLAN.............................................................................................................................. 47

A. MARKETING OBJECTIVES AND GOALS....................................................................................................47

i. Sort Term:....................................................................................................................................................47
ii. Long Term:..................................................................................................................................................47

B. CONSUMER ANALYSIS.................................................................................................................................48

C. MARKETING AND GROWTH STRATEGY....................................................................................................51

C.1 POSITIONING STRATEGY........................................................................................................................51
C.2 BRANDING STRATEGY............................................................................................................................51
Brand Logo:..............................................................................................................................................51
Brand Mantra:...........................................................................................................................................52
C.3 POP AND POD.............................................................................................................................................52
C.4 COMPETITIVE ADVANTAGE:..................................................................................................................52
C.5 SUSTAINABILITY AND GROWTH STRATEGY.....................................................................................53

D. MARKETING MIX..........................................................................................................................................53
D.1. PRODUCT...................................................................................................................................................53
D.2. PLACES.......................................................................................................................................................54
D.3. PRICE..........................................................................................................................................................54
D.4. PROMOTION..............................................................................................................................................54
D5. PROCESS.....................................................................................................................................................55
D6. PHYSICAL EVIDENCE..............................................................................................................................55
D.7. PEOPLE.......................................................................................................................................................55

E. OTHER MARKETING STRATEGIES.............................................................................................................56

 F. SALES STRATEGY..........................................................................................................................................57

6. OPERATION PLAN................................................................................................................................ 59

6. A. LOCATION......................................................................................................................................................59

6. B. INFRASTRUCTURE BUILD UP AND FACILITIES/LAYOUT.......................................................................59

6. C. WORK SCHEDULES......................................................................................................................................60

6. D. REQUIRED RESOURCES..............................................................................................................................61

6. E. OPERATION FLOWCHART AND SERVICE PRINT.....................................................................................62

6. F. SERVICE BLUEPRINT FLOWCHART..........................................................................................................63

1. CUSTOMER RESPONSIBILITY...................................................................................................................63
2. SYSTEM RESPONSIBILITY:-..................................................................................................................63
3. RESPONSIBILITY OF WORKSHOP VENDOR:.....................................................................................64

6. G. QUALITY ASSURANCE AND CONTROL......................................................................................................65

7. ORGANIZATION MANAGEMENT AND HUMAN RESOURCE PLAN..............................................68

7.1 STAKEHOLDER ANALYSIS AND THEIR INTEREST......................................................................................68

7.2 ORGANIZATION STRUCTURE........................................................................................................................68

7.3 DEPARTMENTALIZATION AND THEIR CORE FUNCTIONS........................................................................69

7.4 HUMAN RESOURCE MANAGEMENT ASPECTS...........................................................................................73

7.4.1 RECRUITMENT........................................................................................................................................73
7.4.2 APPOINTMENTS......................................................................................................................................73
7.4.3 CATEGORIES OF HUMAN RESOURCE................................................................................................74
7.4.3.1 SENIOR MANAGEMENT TEAM (SMT):.................................................................................74
7.4.3.2 EMPLOYEES:..............................................................................................................................74
7.4.3.2.1 PERMANENT EMPLOYEES.....................................................................................................74
7.4.3.2.2 SHORT TERM/ TEMPORARY EMPLOYEE............................................................................74
7.4.3.2.3 INTERNS.....................................................................................................................................74

7.5 HUMAN RESOURCE ADMINISTRATION AND DEVELOPMENT.................................................................75

7.5.1 PROBATION PERIOD:..............................................................................................................................75
7.5.3 EMPLOYEE IDENTITY CARD................................................................................................................75
7.5.4 WORKING HOURS...................................................................................................................................75
7.5.5 BASE SALARY:.........................................................................................................................................75
7.5.6 SALARY PAYMENT:.................................................................................................................................76
7.5.7 ADVANCE SALARY:................................................................................................................................76
7.5.8 SALARY REVIEW/INCREMENT:...........................................................................................................76
7.5.9 BENEFITS..................................................................................................................................................76
7.5.10 DASHAIN BONUS:.................................................................................................................................76
7.5.11 PROVIDENT FUND:...............................................................................................................................77
7.5.12 TRAINING AND CAPACITY BUILDING:............................................................................................77
7.5.13 PAID LEAVES:.........................................................................................................................................77
7.5.14 OFFICIAL EXPENSE REIMBURSEMENT...........................................................................................77
7.5.15 LEAVES AND HOLIDAYS.....................................................................................................................77
 7.5.15.1 ANNUAL LEAVE.......................................................................................................................77
7.5.15.2 CASUAL LEAVE.......................................................................................................................78
7.5.15.3 SICK LEAVE..............................................................................................................................78
7.5.15.4 MOURNING LEAVE.................................................................................................................78
7.5.15.5 MATERNITY/PATERNITY LEAVE..........................................................................................79
7.5.15.6 PUBLIC HOLIDAY....................................................................................................................79
7.5.16 FOOD AND MEDICAL BENEFITS........................................................................................................79
7.5.17 PERFORMANCE EVALUATION...........................................................................................................79
7.5.18 TERMINATION.......................................................................................................................................80
7.5.18.1 VOLUNTARY TERMINATIONS..............................................................................................80
7.5.18.1.1 RESIGNATION.........................................................................................................................80
7.5.18.1.2 FAILURE TO REPORT TO WORK AS SCHEDULED...........................................................80
7.5.18.1.3 FAILURE TO RETURN FROM APPROVED LEAVE OF ABSENCE...................................80
7.5.18.2 INVOLUNTARY TERMINATION............................................................................................80
7.5.18.2.1 PERFORMANCE-RELATED TERMINATIONS.....................................................................80
7.5.18.2.2 MISCONDUCT DISCHARGE..................................................................................................81
7.5.19 LAYOFF...................................................................................................................................................81
7.5.20 EXIT PROCEDURE.................................................................................................................................82

8. FINANCIAL PLAN................................................................................................................................. 84

8.1 FINANCIAL OBJECTIVES................................................................................................................................84

8.2 ASSUMPTION MADE FOR FINANCIAL ESTIMATION..................................................................................84

8.3 STARTUP EXPENSES AND INVESTMENT......................................................................................................85

8.4 SALES/REVENUE PROJECTION.....................................................................................................................85

8.5 INCOME STATEMENT......................................................................................................................................85

8.6 RETAINED EARNINGS.....................................................................................................................................85

8.7 CASH FLOW STATEMENT...............................................................................................................................85

8.8 BALANCE SHEET.............................................................................................................................................85

8.9 INVESTMENT APPRAISAL...............................................................................................................................85

8.10 KEY FINANCIAL INDICATORS.....................................................................................................................85

9. RISK AND CONTINGENCY PLAN....................................................................................................... 87

9.1 CRITICAL RISKS...............................................................................................................................................87

9.2 RISK CONTINGENCIES...................................................................................................................................87

9.3 EXIT STRATEGY................................................................................................................................................88

APPENDIX...................................................................................................................................................... 90

1. Product Prototype/Picture...............................................................................................................................90

2. Consumer Survey Result..................................................................................................................................90

3. Questionnaire For Workshops.........................................................................................................................96

4. Estimation tables and feeder tables used to make financial statements...........................................................96

CHAPTER
BUSINESS HIGHLIGHTS
BUSINESS HIGHLIGHTS

A. Name of Business: “EG Service Company” is a digital platform for the bike riders where
it helps to connect them to get solve their bike related servicing and maintenance service as
their desired location where they get professional and timely service from genuine and
skilled bike workshops.

This company have smart mobile application & dynamic website through which the
corporate workers can book their date and time to get the service from the vendor (EG
Service Member workshop) nearby their work location.

B. Nature of Business: Service Company registered under the company board of Nepal
Government.

C. Legal status of the Business: “E G Service Company” will be registered under Nepal
Government Company Act and registered in Inland Revenue Department, Nepal Government
and gets is PAN/VAT Number for efficient business operation.

D. Date and Place of registration: 2075 Shrawan 1, Kathmandu

E. Address of Company: Naxal, Kathmandu

F. Major Service Offered:

 For riders: EG Service is convenient, inexpensive and safe bike repairing & maintenance
service connector. Get a professional bike service provider to your location pick, repair and
drop service. This is an on-demand service app where riders can pre-book the date and time
to get the service done.
 For Bike Workshops: EG Service provides regular business to its vendor workshops who be
the internal partners of the EG Service Company. And it is more economical to them.
 Digital platform which connect bike riders with bike workshops.
 Apps: “E G Service” application for android and IOS system which will displays short clip
advertisement from other bike & lubricants companies.
 Website: “E G Service” website has space for publishing advertisement from other bike &
lubricants business companies.
G. Webpage: www.egservice.com

H. Contact: Mr. Suman Subedi

+977 9813334475
[email protected]

I. Target Customers: EG Service company provides digital platform where its targeted
customers are all corporate workers who commute to their work location by using bikes and
scooter.

The primary customers are the vendors (Bike service provider/workshops) who will mapped
accordingly as per the location near by the corporate areas.

J. Major Market (Geographic): EG Service Company aims to provide a service to the

busy city corporate workers who commute mode is bikes and scooter. So the relevant target
market geographically in inside Kathmandu city. And its initial area coverage are like
Maharajgunj, Baluwatar, Naxal, Lazimpat, Gyaneshor, Sanepa, Kupondol, Pulchowk,
Jwalakhel, Baneswor, Tinkune, Newroad, Putalisadak and Kalimati.

K. Business Operation Hours: The platform will operate 24*7, 365 days and the
operation is fully operated in two shifts day time and night time. As the service provider
company, its main focus is to provide safety, secure and timely service to its customer facing
bike problem. The success of business depends on the reliability, quality and timely reach of
workshop representative to the customer place which is directly guided by the operator inside
the hi-tech EG Service Company office room.

L. Human Resource: EG Service company cannot operate without these two units. One is
Management unit and another is Hi-tech Information technology Team. These team consist
of:
1. IT Unit: 3 person
2. Management Unit: 8 persons
M. Number of Shareholders: EG Service company has 4 shareholders who invest initial
investment for the operation of the business.
N. Total Investment:
i. Investment in Fixed Assets: NRs. 946,500
ii. Investment in Working Capital: NRs. 1,553,500
O. Capital Structure:

EG Service Company
Capital Structure
S. No Particulars Amount Proportion
1 Share Capital 100%
Mr. Suman Subedi 625,000
Mr. Mandeep Raj Shrestha 625,000
Mr. Amogh Dhakwa 625,000
Mr. Devendra Bhandari 625,000
Total 2,500,000

P. Milestone of achievements:
Achievement Year 1 Year 2 Year 3 Year 4 Year 5
Service Provided bikes 9000 30000 37500 45000 60000

Total Revenue Earned 10,405,800.00 33,630,800.00 42,233,200.00 50,746,200.00 67,401,200.00

Profit (1,669,762.50) 470,390.63 1,011,436.88 1,521,535.88 3,276,645.15

Q. Key performance Indicator:
Year of Loss: 1st Year, Pay Back Period: 4.5 Year. Net Present Value: 3,549,957.65
Internal Rate of Return: 17%
YEAR YEAR YEAR YEAR YEAR
S.N Particulars 1 2 3 4 5

1 NET PROFIT MARGIN (0.16) 0.01 0.02 0.03 0.05

FIXED ASSETS TURNOVER
2 RATIO 12.74 27.04 31.61 41.21 54.88
TOTAL ASSETS TURNOVER
3 RATIO 12.53 25.86 18.27 13.24 9.48

4 RETURN ON FIXED ASSETS (1.76) 0.77 3.21 11.27 12.14

5 RETURN ON TOTAL ASSETS (2.01) 0.36 0.44 0.40 0.46

6 RETURN ON EQUITY (2.01) 0.36 0.44 0.40 0.46

CHAPTE
R
EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
EG Service Company is the service oriented company who wants to be everyone's bikes (all 2
wheelers) on-demand mechanic. The main aim of the EG service Company is to provide at office
or at home service for maintaining bikes where its prime customers ( corporate workers) don’t
have to spend long hours for getting the professional service from the mechanic anymore. EG
Service Company offers top class, bike care services on a one-time as well as membership basis.
EG Service Company will have legal registered invoice providing best and professional
mechanic workshop in the major corporate areas inside Kathmandu city who have best certified
(4 -5) support staffs who are always eager to visit the customers to their location for pick, service
care that the bike deserve and drop the bikes to the same location where they picked it from.

The unique selling points for EG Service company are as follow:

i. An on-demand bike maintaining service that will functioned via app or website.
ii. The service is mainly available inside the busy corporate areas.
iii. Safety, Security, reliability and timely service is the main focus.
iv. EG Service fulfill its brand promise.
v. Service expert call/text for detail information.
vi. EG Service Company provide Job Card as customer loyalty

The brand name of EG Service Company under which EG Service App operates. EG Service is
essentially an "on demand" bike mechanic hailing service using which corporate workers with
smartphones to book a date and time to get as their desired bike maintenance service. As we
know that for worker they just get 1-2 off days where they used to separate it to their personal
life but on that time they required to separate some lengthy hours for waiting in the line for
getting their bike repaired. EG Service reduces all hassles for corporate workers who does not
get sufficient time to take care about their bikes. EG Service connects bike users with the right
bike mechanic when their bike used to be ideal during their official work hour. EG Service app
will reduce lengthy queue to get service done. The most basic revenue model of EG Service will
be as simple as "20% commission from the total fare of the repair" where the price will be above
average than the market price. The initial investment to operate the EG Service Company is NRs.
25,000,000 and the payback period of the return is 2 years. The hard work and effort of the EG
Company teams determine its positive return in few years of successful operation.

CHAPTER
BACKGROUND
BACKGROUND
Bikes (All type of 2 wheelers) are the easiest mode of transportation for every city residents to
reach their work place on time by overcoming the long hassled traffic and congested roads. The
busy city life where no bike riders gets the sufficient time to make their bikes in condition
because every year the number of bikes are increasing more year by year. The actual data
published by vehicle registration office shows that on year 2014/15 there were registered 63,386
number of motorbikes/scooters in Bagmati Zone and on year 2015/16 it was increased by 117%
that was 74,465 compared to previous year. Among them around 30% of motorbikes/scooter
used to run in Kathmandu city road regularly as a common mode of transportation to commute
from home to office. Most of the motorbike workshops are nearly full/occupied to deliver their
service for those number of bikes on regular days and holidays too. On this situation the
corporate workers who used to commute by using bikes cannot get sufficient time to get right
service due to their lack of time. The holiday they get is for reduce hectic long week work but
they cannot get sufficient time to reduce it. And queue for getting the service is always long
process where the bike owner used to worried whether their bike be maintained on time or not if
they leave their bike at workshop and as we all know that when we don’t be around the bike we
cannot get the proper service at time.
To reduce all the hectic and tension for riders bike related problem and regular maintenance, EG
Service company as an idea generated where the company developed the intermediary platform
where the clients can easily book the time to maintain their bikes by specifying the services they
required to do with their bikes. The EG Service company is established to give the best quality
service on time to their location where the company wants to be best reliable agency for taking
care of their bikes. Such issues and problems were always face by the all our founder members
and his close friends and relatives. When a general offline survey was conducted then most of the
participant have the similar problem as faced by the founder members. So he decided to start a
platform where the corporate workers can get easy service by using the platform for which the
team member of Mr. Suman Subedi, Mr. Mandeep Raj Shrestha, Mr. Sujan Karki, and Mr.
Amogh Dhakwa and Mr. Devendra Bhandari combines together as a team to start a business
where the responsibilities were given as their skill and interest.

CHAPTER
1
INTRODUCTION
1. INTRODUCTION
EG Service Company is the service oriented company which provides a digital internet
platform for the bike riders who can easily use the mobile application or webpage for getting
professional bike related service on time. EG Service Company is primarily focused on
promoting the brand name of "EG Service” for reliability and one & only best bike service
providing company. We specially categorized the customers who faces the problems related
with bikes and target to those riders who wants best service from the reliable workshops.
There are lot of benefits to the "EG Service" users and Vendors. EG Service fallows the
differentiation business strategies where it provide the service to those users who have
genuine problems and cannot get the service on time due to their busy work schedule. The
user can get the service when they desire to get it. The EG Service provides the facility of pick
and drop from their office as well as service at their home. The major problems faced by bike
riders are their dissatisfaction what service quality they are receiving, lack of professional
behavior while performing the task by the vendor and time consuming by the workshop due to
high number of vehicles flows and lack of skilled manpower in the workshop. The EG Service
company provides the different facilities to bike riders and workshops for getting long term
goodwill and healthy customer relationship. The main challenge of the EG Service Company
 is to build the reliable agent for solving the vehicle related problem and bringing the best
professional vehicle workshops in board to get best service for bike riders.

Initially EG Service Company start its business from key corporate areas inside the
Kathmandu valley. The sustainability and growth of business lies on the hard work perform by
the team members of EG Service Company. The competitive advantage of the EG service
company is integration of high-tech management system where the payment way will be easy
for customers and vendors. EG Service Company will gradually expand its business outside
the Kathmandu valley and develop the additional features to give professional service to the
bike riders who faces the emergency problems in the road. Yearly the new and advanced
features will be added to the system which will make the customers loyal to the EG Service
Company. The best, secure and reliable agent for getting best bike service and for getting
regular and long term business for workshops, EG Service Company sees itself very
successful and valuable brand in the Nepal.

a. VISION
 To be a most renowned, valuable and reliable brand for providing quality vehicle related
repair and maintenance service

b. MISSION
 EG Service Company mission is to match up professional and skilled bike maintainer to
solve the bike related problem of the bike rider with pick up and drop facilities.
 EG Service Company make sure that no any bike riders should feel stressed for maintenance
of their bike.
 To provide the safe, secure and timely service to bike rider.
 To provide regular business to EG Service Vendors.

c. GOALS/OBJECTIVES

The main objective of the EG Service company is to provide best professional bike related
service to its customers. The other objectives include:

 Expanding our service outside the Kathmandu city and major in highways.
 To maintain consistency in quality and timeliness of service.
  Expanding our marketing and advertising in all over Kathmandu and all Nepal to increase
our customer base.
 To correspondence with other major stakeholders like bike suppliers and lubricants
suppliers.
 To correspondence with Nepal Traffic and Nepal police for riders safety and security.

d. VALUES
Any company is guided by its own values. EG Service Company's decisions, action and the
service it provides to its customer help to achieve its stated values. Putting values into practice
creates long-term benefits for customers, employees and the communities.

 EG Service Company will regard every employee as essential team members with fair
equitable treatment, with above average remuneration and other benefits.
 EG Service Company focuses on customer satisfaction by its timely, secure and professional
service.
 EG Service Company always tries to provide regular business to its vendor partner because
their business growth is EG Service Companies growth.

e. BUILDING BLOCKS OF BUSINESS MODEL

EG Service is the digital platform which connects bikes & scooter user to get the right mechanic
to deliver the best service what required to their bikes. EG Service plays an intermediary agent
role who helps to clients (bikes user) to book the date and time to get repair & maintenance from
the official vendor (partner workshop of EG Service). The main service offered by the EG
Service is pick, maintain and drop the vehicle to the clients. The safety, security and prompt &
timely service delivery will always a major concern for the EG Service. EG Service is the
reliable and trust worthy service agent who will take care of all bike related issues of the
customers. The main problems of the customers are: not getting sufficient maintenance time
from the workshops, not getting prompt & timely delivery of the service, they used to sacrifice
their official & personal time for getting service, they are not well-known about prices charged
by the workshop, safety & security of their bikes during the time of maintenance, not getting
pickup & drop facility any others. To solve the problem faced by its customer, EG Service has
developed a platform where all their problem will be reduced with the help of hi-tech technology
friendly system. EG Service operator will surveillance the each and every process come across to
customer and vendor.
The overall business of EG Service follows the following building blocks of business model
canvas.

i. VALUE PROPOSITION
For every business success, the value proposition provide by its service plays always a crucial
role. So the value proposition is the heart of the every business. So do the EG Service have.
The value proposition of the EG Service says to its customer (clients) "We will always ready to
take care of your vehicle any time which you prefer."
For workshops (vendors):- "We will always provide you customers when you require."
For Bike Owners:
 Safety and security of the vehicle
 Affordable price and best professional service
 Prompt and timely delivery of the service.
 Pick and Drop Service
 Off time service
 Convenience of the application/webpage
 App/Web gives an estimated price and charges
 Communication and notification
For Workshops (EG Service Vendor):
 All time customers to their place when they require at no cost to them.
 More business and more income
 Ability to schedule the tasks and shifts
 No need to argue with customers
 Insurance and Financial benefits
The detailed value proposition for bike owners is shown in the value proposition canvas below:

The detailed value proposition for workshops is shown in the value proposition canvas below:

PAINS PAIN RELIEVERS

PAIN
- -Processing
No enough
time job. - Hassle free
Full time processing
work
- -Unknown
Bargaining and Credit Work
Charges - Price Confirmation
On time payment
- Safety & Security - Status sharing and communication
- Convenience - Pick and Drop service
-
-
GAINS- Safety & Security Gain Creators
PRODUCT & SERVICES
- More Business --OnRegulardemandbusiness
date and time booking
GAINS Gain
- More Creators
and increasing bikes users
CUSTOMER JOBS availability
- Regular Business PRODUCT
system
-- Price & SERVICES
not given
more thangenuine
20% than regular
-- Affordable
Service price
Varieties Training
--SafetyOn demand by
date and training
time booking system
- Certification of training and security surveillance
-- Faster Service
On Demand Availability --GPS charges
Safety and security surveillance situation
company
Tracking for emergency
- less time to job completion -- PreGPSbooking
Tracking system
for emergency situation
- - Monitoring & Control
Platform that connects two parties
--Price
Availability
Confirmation and job guarantee
- Price Confirmation and guarantee
--Communication
Communication and Support
and Support
CUSTOMER JOBS
- Service offering on varieties
- Any Time Availability
ii. CUSTOMER SEGMENTATION
EG Service have two group of customers and segmented accordingly. It has bikes riders
(customers) and bike workshops (vendors). Let's go to customer, clearly the bike owners are the
customers for EG Service because they pay the bill. Initially, the targeted customers are the bike
riders who commute to their work place by using their bikes. The customer's vendors are
segmented accordingly:
 Demographic
- The customers are aged between 20 – 50 years.
- Most of the people used to work from the age of 20 years so the age group of 20-55 will be
targeted customers having their personal bikes.
- The vendors are segmented according to their work space and number of support staff it
have. Vendors will be selected if they have minimum of 4 support staff and 1 head mechanic.
 Geographic
- Targeted location is the busy corporate area inside the Kathmandu valley as most of the
people travel from different part of the city to the center location for their work.
- Some of the key geographic location are separated into area by EG Service and initially it
will start its business and covers Area 1 (Balwatar, Naxal, Lazimpat, Lainchour, BishalNagar,
Gairidhara, Bhatbateni) because there are almost 200 organization in this.
- The 2 vendors will be selected from that location and bring into the EG service vendors
board.
 Behavioral
- Customers not satisfied with the service of work delivered to them by workshop.
- Customers having not sufficient time to take care their vehicle.
- Customer having busy work schedule.
- Customer who want to do regular servicing in a specific date and schedule like one in month.
- Customer who are targeting for long travel holidays.
- Vendors who want to expand their business
- Vendors who wants regular (fixed number) serving of vehicle.
- Vendors who want to try new work models and schedule of work.
 Psychographic
- People who follows the modern or urban lifestyle are targeted who have full time job form
9:00 AM to 5:00 PM.
- Corporate Workers, Entrepreneurs, Self-own business man and teachers are the primary
targeted.
- People having bike/scooter included all middle and upper class people are classified their
level of income and status.
iii. KEY ACTIVITIES
EG Service Company and its activities plays an important role for the stable business growth.
The networks plays crucial factor and be a competitive advantage for any platform oriented
business. So, to enhance the network of the EG Service, the key activities should revolve around
for developing and improving positive network effect and reducing negative.
- Developing the positive network for bike riders and workshops owners.
- Develop the hi-tech platform by involving more and more participants.
- Implement latest technology to the system and regular maintenance to reduce the bugs and
error.
- Mapping of the key location and customers as well as vendors.
- Keeping customers and vendors engaged
- Continuous improving the value proposition.
- Delivering the customer and vendor value proposition.
- Making easy to use and simple app/webpage for customers.
- Expand to more location soonest the possible.
- Continuous Marketing and Customer relationship.

iv. KEY RESOURCES

EG Service have three key resources without them its business cannot be successful. The whole
business is depends on these 3 pillar. They are:
- Platform: hi-tech system which connects customers to vendors.
- Customers: customers should handle by the marketing and customer relationship team.
- Vendors. The workshops who plays crucial role for the success of the EG Service business
and growth. The service provided by workshops will always make a mark for long term
business and customer satisfaction. So to bring the workshops into the board is challenging
job for our team members. For that regular business providing to them and additional
benefits plays a crucial role for long term business growth and run.

v. KEY PARTNERS
The main partners for the EG Service are its targeted vendor's workshops who own their own
workshops. So there are other some key partners which EG Service should not miss. They are:
- In short run: Local authorities at targeted location are the key partners.
- In long run: bike distributors, banks for electronic payment, government alliance, bikes
service centers, bikes rental owners, bikes parts and accessories retail & wholesalers shops
- Other (Non-Key) Partners:
 Functionality & Infrastructure Providers
- Maps
- GPS
- Payment
 - Storage
 Financing partners/banks
 Insurance Companies

vi. CUSTOMER RELATIONSHIP

As EG Service Company have two targeted customers which have been categories to clients
(bike riders) and vendors (vendors). First have a look at the clients as main customers. Well,
clearly the bike riders/owners/office workers are the customers because they pay the bill. But for
a platform oriented company the workshops (vendors) who deliver the service to the office
workers are the key customers. So, we are including them to the list of the customers and
consider them in all blocks of this business model to the customer. This make our business model
canvas more concrete.
Our customer are both office workers having bikes and bike workshops owners. So, EG Service
Company have given more preference customer relationship in deeper level. The business
strategy focuses on customer relationship and it play very crucial and important role for the
sustainable success and growth of the business. Some of the customer relation strategies are
listed below:
Relevant to both sides
- Dealing with customers issues in appropriate manner and timeliness.
- Manage bad behaviors and improve rules continuously.
- Transparent pricing because the customers can know the price after they select the service
they want to get and vendors have already listed the prices for the services.
- Portray the desired company image through social media
- Main priority is given on safety and security for both parties and their asset.

vii. CHANNEL
Channels for the initial awareness and customer acquisition can be:
- Through awareness campaigns
- Door to door visit to the corporate business houses.
- Word of mouth
- Social Media & people sharing
- Apps advertisement
- Website advertisement
- Audio & Video advertisement publishing on television/radio.

viii. COST STRUCTURE

For many online platforms, the biggest cost element are customer acquisition costs. This is same
to EG Service too. The cost elements for EG Service are:
- Customer Acquisition Cost like free vouchers, discounts offers, digital advertising, short term
subsidies
- Fixed Costs: Office Furniture's, Office Equipment's, Office Running Costs, EG Service
Management System
- Operating Expenses: Staffs Salaries, Marketing Costs, Maintenance of System, Legal Costs,
and more

ix. REVENUE STRUCTURE

- Membership Selling.
- 20% commission from any service given to the single bikes.
- Add space service charge.

CHAPTER
2 SERVICE DESCRIPTION
2. PRODUCT/SERVICE DESCRIPTION

A. PRODUCT DESCRIPTION AND HISTORY

The current scenario of the maintenance of bikes/scooter, the bike owners/riders need to drag
their vehicle to the nearest workshop or genuine company workshop by sacrificing busy work
schedule and personal time. To reduce the time and to deliver the best quality service to them EG
Service Company has developed the platform based service oriented company which provides lot
of benefits to its customers and vendors.

EG Service is the platform based company where it connects the customer to the vendors. It is
the internet based service provider company where single operator helps to connect the customer
to the vendor where customers are the official workers who work for an organization or company
and commute by using personal vehicle bike/scooter and vendor are the workshop owners who
deliver their quality service to the bike riders. The platform is named as EG Service where it is
available in the android and IOS version of smart phones where the customers can download the
apps from the play store and utilize the benefits its provides. EG Service have the dynamic web
page where the customers use the same benefits as they utilized by using EG Service App. The
safety, security and timely service providing is the motto for the company.

B. PRODUCT ATTRIBUTES AND BENEFITS TO THE CONSUMER

Product/Service Attributes:
- Simple and easy to use internet based platform which is available in all version of
systems installed in smart mobile phones like android, IOS and webpages.
- Lowest bandwidth is needed to operate the platform.
- Pre date & time booking facility
- Off time booking facility
- Emergency situation handling
- Space for advertisement in webpage
- Short advertisement space is available in application
- affordable Cost effective
- pick and drop service
- tracking the bikes while it is getting maintained
- real time video recording

Benefits for Customers:

EG Service is the problem solver for the bike/scooter riders. It is a problem solver first because
the service provides a repair and maintenance service for those individual (corporate workers
who commute by bike/scooter to their work place) who are looking for quality and timely service
at affordable price. There are thousands of employees across major locations inside ring roads
who utilize such services. EG Service will reduce the gap between bike riders for getting quality
service and bike workshops for getting regular fulltime work. EG Service is also fixing up the
structure of bike workshops and making the workshops more reputable. It is doing this by
providing safety and quality service, offering up quality customer experience and accepting the
different forms of payments. EG Service have also made the experience more customer oriented
where the platform allow the customer to track their bikes/scooter while they are getting
maintained. EG Service platform also allowed customers to pay with their electronic payment.
The platform user can pre book their date and time to get the service, can get the pick & drop
service, off time service, and emergency situation.

Benefits for Workshops:

Bike riders aren't the only ones experience positive effect from the implementation of EG
Service. EG Service workshops are also benefiting. The EG Service creating more jobs to
workshops. As the company does not employee the workshops through the service, they do
connect customers who need secure and timely service. Regular and additional business to the
workshops is the key benefits to them. The additional benefits for workshops are business
growing opportunity, loan facility, insurance facility, workshops manpower training and capacity
building opportunity, getting additional discounts during purchasing of genuine parts form the
bike/scooter showrooms, getting premium price while giving off time & emergency situation.
C. RESEARCH AND DEVELOPMENT EFFORTS AND BACKGROUND
When the idea emerged to the founder members, it was a challenging job to validate the problem
and convert that problem to the profitable business plan. As the problem was common and most
office workers have faced it. By conducting the general survey with the 20 individuals including
office workers/ entrepreneurs/business persons/teachers and others the business looks valid and it
better to starts the service. The additional survey was conducted with the workshops owner about
their service delivery capacity and manpower they have, they shows a positive response to work
with us. Randomly sample of 20 individual were selected to validate the problem that founders
faced and the problem and service offering by the EG Service company was accepted by around
95% individual and they will use the service around their office location. For the initial business
start the simple survey gives a positive sign and for next phase the detail survey will be required
for getting more customers to the business.

D. PRODUCT LIFE CYCLE

D.1. INTRODUCTION
EG Service is a platform based company for which primarily focused on the brand value and the
reliable agent for the customers and vendors. Initial days will be full of challenges for creating
brand value because the whole effort will give for bring customers to the company and giving
them a quality and timely service which is delivered by the vendors. Therefore, year 1 will
mainly concentrate on business foundation making, marketing the service, bringing customers
and satisfying their need, providing more and regular business to vendors. Initial year the EG
Service company will develop the management and monitoring system, Android and IOS
compatible App system, and dynamic website. In same time, marketing activities will be
conducted to make aware about service EG Service Company offering. A detailed survey will be
conducted to decide the service loopholes and strong points. After the system is ready and tested,
the employee will be hired and the first employee will be for marketing and customer
relationship. After success full installation of the system, the company will required marketing
and customer relationship officer to handle and bring the customers and vendors to the company.
Initially the EG Service had planned to start the business from the Baluwatar area because in this
area there are 100's of government/private/NGO/INGO and different private firms which
includes 1000's of workers. In this phase the costs will be high and revenue will be low as
service user will be limited.

D.2. GROWTH
As the business opens its wings to fly, the cash flows will be start to come from year 2 where the
one level of marketing will be completed and major area will be reached and people will be
aware about the service offerings. In same period of time, the one level of trust can be develop to
the vendors that they are getting regular business. During this phase the market would have
already gained awareness of our service and there will be high chance of competition, hence our
prime focus will be on building the brand value and market share. Advertisements and
promotional expenses will continuous to raise. Same period of time we quire to expand our
business to other corporate areas with additional features. The service user will gradually
increase and sales volume will increase which depends on the quality and timely service our
vendor company will delivered which will happen by our customer relationship and marketing
team. Regular monitoring and customer feedback for our improvement plays crucial role for
business growth.

D.3. MATURITY
There is no maturity stage for this type of service platform oriented company because continuous
features adding and expanding to new location is key to success. The brand loyalty and reliability
to its service always plays crucial success factor. Adapting new and latest technology and secure
system updating will continuously increasing in the dynamic nature of the Information
technology and its uses.

D.4. DECLINE
The decline phase will come when EG Service cannot satisfy the customer and vendors demand.
If the EG Service cannot implement the newest technology to the system, the vision of the EG
Service company will not achieved. To avoid this stage of life cycle regular marketing, quality
service supply, latest technology implementation and regular features adding plays a crucial
factor for the success.
E. COSTING AND PRICING
EG Service does not sale any product and service to the customers as it is the intermediary
platform which connects bike riders with bike workshops. So, the costs and price will fluctuate
as it changes in market price. Therefore the revenue also varies according to prices changes in
the market. But the brand value and loyalty will increase as the customer uses the EG Service
platforms.

F. QUALITY ASSURANCE AND CONTROL

EG Service Company's main asset is its customers and vendors. Quality of work defines by the
safety, security and timely service provided by the vendor workshops to the customers
bikes/scooter. The quality of work will be controlled by its head mechanic in the vendors place.
The vendors manpower will be provided training facility which will organized by the different
organization in different time frame. The certification and work performed by them will be
quality assuring. If the vendor workshops does not matchup the expectation of the customer then
the workshop will be terminated and new vendors will be bring into action. As the targeted
workshops are the having 4-5 support staffs, sufficient space for handling 10 bikes at a time,
workshop which can handle all the issue related with any brand of bikes, and the workshops who
can give all kind of repair, maintenance services.

In the controlling part, CCTV will be installed in the vendor workshop area and the all activities
will be seriously inspected whether they are performing well or not. Customer can also inspect
the work in progress activities which will be recorded live and shown to the EG Service
websites. Customer relationship officer will regularly inspect and guide the workshops owners
about their good work and lacking's. To control the quality and managing it, improving rules and
guidelines continuously plays crucial importance for quality assurance and control.

G. INTELLECTUAL PROPERTY RIGHT

In Nepal protection and enforcement of trade mark is governed by the patent, design and
trademark act 1965 (2022) (PDTA). The brand name "EG Service Company" and its logo will be
registered as per the Nepal Government rule. It will registered in Department of Industries
(DOI).
CHAPTER
3 INDUSTRY AND MARKET
ANALYSIS
3.INDUSTRY AND MARKET ANALYSIS
EG Service platform oriented business is an innovative concept in country like Nepal. Day by
day, we can see that number of bike/scooter users are increasing. In last six months of 2017 from
October, the registered bike user are almost 60 thousand in the Bagmati zone only and among
them 40% of regular bike/scooter users are workers who work for different organizations.
Exchanging old bikes to get new and purchasing new bikes to commute from one place to
another is the culture for every Kathmandu city residents. Due to busy traffics and lots of vehicle
running on the small roads bikes/scooter are the easy and convenient transportation options for
the every workers which reduce their time to reach their destinations. But due to minimum
holidays to the office workers, they cannot give sufficient care to their bikes/scooters. And in the
holidays genuine workshops are closed and workers need to maintain their bikes in normal
workshop where they cannot get quality service due to many number of bikes/scooter which used
to maintain by the mechanic. Due to the lack of time and many bikes/scooter, bike users cannot
get quality service and workshops cannot gave sufficient time to care to individual
bikes/scooters. Office workers have only one or two day off where they should sacrifice their
personal time for maintaining their bikes and scooter. In today's changing world, people do not
have much time spend in a queue and wait to get the quality service. To solve the problem faced
by the corporate office workers of lack of time, EG Service Company will gave them a better
option who will take care of their bikes and provide quality service. Safety, security and timely
quality service is the success factor of EG Service company. This type of platform based industry
is new to Nepalese market and the trend shows that it will flourished in future.
3.1 ENVIRONMENTAL ANALYSIS

3.1.1 POLITICAL
The political factors are those activities or statements which directly impact on root part of the
EG Service company. These factors are not in hand of management to control about. These
factors are needed to tackle by the management of the organization by considering their
implication while developing the different marketing strategies. These factors are all about how
and to what level a government intervenes is in the economy. This can include-government
policy, political stability or instability, foreign trade policy, tax policy, labor laws, environmental
laws, trade restrictions and other many more. These factors often have impact on organization
and how they do business. Organization need to be able to respond to the current & anticipated
future legislation and should adjust their marketing strategies accordingly. There are not specific
government rules and regulations that direct the platform based company. But in Nepal where the
political instability cause a decline in revenue of the many business organization. The long term
strikes, riots and disputes cause the organization close may decline the customers who regularly
commute to their workplace.

3.1.2 ECONOMICAL
The main goal of the organization is to make profit which is the universal to all organization so
do the EG Service Company have. Economic factors have significant impact on how an
organization does business and how profitable they are? When the economy is good, the people
will be busy who cannot easily devote their time on just for their turn to get service. So they
require fast and reliable agent who deliver the best service which satisfy their expectation and
reduce their problems. The economic condition of the country plays a crucial role for the EG
Service success. If the economic condition is not favorable there will be more unemployment
which reduces the customer of the EG Service directly. So, the economic stability plays
important role.

3.1.3 SOCIAL
The socio-cultural aspect of people has shifted and people started focusing more on quality rather
than becoming cost effective. Now-a-days people are very busy and are running out of time. In
addition to that, it is necessary to manage their busy time schedule to maintain their vehicle
which cause them opportunity cost too. EG Service is smart mobile application which provides
platform where its users can book the date and time when they need to get the maintenance
service from the genuine workshops in affordable price. The smart mobile phones user are
unlimited in the market and using the platform application are many which they feel easy and
convenient to get the service. In survey 100% of participant voted how they fell easy about using
such application. It is the social behavior of the people which gives a positive response to the EG
Service for operating the business.

3.1.4 TECHNOLOGICAL
EG Service is full on technology based company where it has its own websites and mobile
application. It implements the latest programming platform to develop the system. The
monitoring and management system is full based on latest internet based technology. The
information technology is dynamic in nature so the biggest challenge to EG Service is to
adopting that changes in the technology sector. The full time and non-breakable internet is
required to deliver the best and quality service to its customers. This challenge will remain all
time and is the crucial success factor to maintain that technological factor.

3.1.5 LEGAL
Legal factors include health & safety, equal opportunities, advertising standards, consumer rights
& laws, product labeling, product safety and many more. EG Service have clear legal status
where it will be registered to the Nepal Government of Registrar's office and Trademark and
patent right will be registered to Department of Industry. The EG Service Company will fulfill
the requirement as the changes occur.

3.1.6 ENVIRONMENTAL
Environment factors are crucial because it is necessary to focus on business that is productive
and ethical at the same time because consumer of this day & age demand that product must be
produced using sustainable resources. Nowadays, Marketers give major emphasis on their green
products which are sustainable. Although the EG Service is the platform based industry
environmental factors are not be crucial success factor. But, environmental calamities like
earthquake, floods and landslides may cause the unbalanced economic condition of the company
which may increase the unemployment may cause the negative impact on the business of EG
Service. So the environmental factors are not in the hand of EG Service Company.
3.2 INDUSTRY STRUCTURE AND MARKET CHARACTERISTICS

The modern business trend has been seen that most of the business organization are following the
internet based platform to enhance their business to capture the market. As EG Service is the
internet based platform which connects customers to the vendors. Current industry structure have
been seen that many business organization have developed the webpages to connect with
customers. Most of the platform oriented companies have website as well as smart application
where they display the varieties of products where the customer will visit to their site and order
the product they like. Now day's platform based industries are rapidly increasing where the
entrepreneur not need to invest huge amount compared to the manufacturing industry. In smallest
amount of investment the business has high chance of success. Some of the platform based
industries are like:

– Daraz.com (platform based company who sells products)

– satodeal.com (platform based company who sells products)
– hamrobazar.com (platform based company who connects seller and buyer, free service)
– foodmandu.com (platform based company who supply food to its customer)
– tootle (platform based company who connects bike riders to customers)
– kirana.com (platform based company who sells commodities)
– cheers.com.np (platform based company who sells liquors)

We know that market is fully dynamic in nature. According to its nature and characteristics EG
Service should adopt the changes whenever it required. Platform based business is new to the
Nepalese market where the consumer base is so little that must of the customer likes to visit to
the nearest store for the shopping purpose. Bu the EG Service market is different because it gives
its customer the convenient way to reduce their problems, where it helps to connect them to the
best professional service provider nearer to their location. Some of the characteristics of target
market be like:

 Size: - The bike user size in the market is very big. As the targeted customers are the corporate
workers who commute to their workplace by using bike/scooter and does not have sufficient time
to maintain their vehicle and always complains for the fast and best quality service they want
which the EG Service platform offer to the size of the market the uses and benefits of the
platform to reduce their time complexity.
 Urgency: -The more urgently people need the service in that market, the better. Although EG
Service platform is not urgent requirement to the people in the market but the customers need of
best quality service in less time is an urgent requirement by them which is provided by the EG
Service. Therefore the urgency of the market is fully delivered by the EG service platform.

 Speed of Market: - The market is so dynamic and there are lots of offerings in the market. The
faster we can reach to the market with our idea it is better to make sales and grab the market
opportunity. They market have loopholes and customers have problem which is targeted to
reduce by matching the problem with solution. EG Service has targeted to speed up the market
with its marketing strategies which will discussed in later sections.

 High pricing potential: - The higher we can charge per service its better but this is little
difficult to charge high price what the EG Service is offering. There is minimum chances of high
pricing potential in the current market because the lot of competitors are available in the same
area which may reduce the customer base if you charge more than market price. So it is
challenging job for EG Service to offer high price of its service. But in the long run when the
customer base will be high and platform offers many added features and benefits there is high
price offering chance. The other companies who want to use our platform for advertisement of
their products may pay us high price.

 Low cost of acquiring new customer: - The easier and cheaper it is to get new customer, the
better. The target customers are the corporate workers who are facing the problem of time. To
reduce their time EG Service offering pick, maintain and drop facility. To reach to them and
getting trust from them is toughest challenge for EG Service but it is the low cost way for
acquiring new customers.

 Low cost and ease of delivering: - The cheaper and easier it is to deliver your service is better.
EG Service is the platform which easily connects the customer to the vendor. The hi-tech system
which is costly in initial days but in long run the delivering the service will is low cost.

 Uniqueness:-In current trend, our EG service is unique in nature and when we can grab the
market share then its other service offerings and features will be added advantage to show the
uniqueness of the EG Service.
 Low upfront investment: - EG Service is the low investment business. EG Service has
targeted to reach to the market in a shortest time period with its best marketing strategies. The
market test will be done in series of time frames.

 Back-end and up-sell potential: - The service offering by the EG Service is mostly wanted by
the both its customers and vendors. Customer want to solve their problem and vendor wants
regular business which will matched by the EG Service platform. In initial days of EG Service,
their require a huge marketing to reach to the customer base but in a long run the reliability and
performance of the EG Service decides the potentiality of future growth.

 Evergreen potential: - The continuous improvement and added features will be the evergreen
potential of the EG Service to sustain in the competitive market for longer period of time.

 Addressability: - The easier it is to reach and communicate with market, the better which is
followed by the EG Service. EG Service believes that they should go to the market, reach to the
customer table with their best offerings who reduces the problem of its customer and customer's
feels to grab that offer when they heard it. EG Service address its customer with best offering by
quality and timely service providing's.

3.3 FIVE FORCES OF MARKET AND ITS STATE IN THIS INDUSTRY

To analyze the competitor analysis of the EG Service Company, Porters Five Force analysis is
best way for analyzing the competitors in the Nepalese market.

3.3.1 THREAT OF NEW ENTRANTS

The market for platform based company is easy to enter legally. There is low investment
requirement to establish and operate the business. But In the case of EG Service, the existing
market does not have any platform based companies, who are giving service to the customers by
using high-tech implementation in their operation. There is always a first mover advantage EG
Service because the brand value and reliability and delivery of the quality service keep the bench
mark to the other new entrants to achieve. The Nepalese market trend shows that there is high
chance of threat of new entrants in the business but the advantage of first mover will be always
with EG Service and when the business takes its flight, the new entrants cannot easily catch the
height that the EG Service has maintained.
3.3.2 THREAT OF SUBSTITUTE
Already in the market is lots of substitute bike maintenance service provider companies. The
substitutes for EG Service are not only those in that are direct competition with it: companies
that are based on the same business model and provides same convenience and price to the
customer, but also those companies that are in indirect completion with EG Service. Other
vehicle workshops and genuine workshops that provides convenient service are also its indirect
completion with EG service and can be considered its substitute. These companies are also
considered substitute for EG Service and are a threat to its sales and market share. These small
companies will always be a threat for EG Service but the service offered by EG Service cannot
easily match up by these substitute companies which will be always an added advantage to the
EG Service.

3.3.3 BARGAINING POWER OF BUYERS

The buyers of the EG Service are not permanent unless they become loyal to the EG Service
because of EG Service offerings or any other reasons. With so many options available in the
market to choose form, customer have an upper hand as they can shift from one Service
Company to another easily. Although the time availability and getting a best quality service from
the service provider company is an always needed to the customer and there is always an
disadvantage for the EG Service as they have to compete on the basis of the price where EG
Service have a high bargaining power but in the quality and reliability of the service there is low
bargaining power of buyers.

3.3.4 BARGAINING POWER OF SUPPLIERS

Since, EG Service does not own its bike/scooter maintenance workshops operating in its name, it
is dependent on its suppliers i.e. workshops owners. EG Service outsources the workshops and
the workshops quality services which give the suppliers an upper hand on EG Service. As the
business growth is fully dependent on the supplier's quality service and their performance, thus
supplier bargaining power is always high. Moreover, EG Service has to take care of the suppliers
specially that is outsourcing because if anything bad happens, it directly affects EG Service name
and brand image of EG Service.
3.3.5 RIVALRY WITH IN INDUSTRY
Initially, the EG Service is operating its service from one area and competitors might be different
nature. But generally, there will intense competition in most of the market and most of the major
markets for EG Service. EG Service faces competition with its direct competitor like genuine
bike/scooter workshops and local workshops. These competitors compete on different aspects
like customer service, price, convenience, comfort, timely service, safety and security, and
reliability. SO if the overall competition that EG Service is facing in its industry, the industry
rivalry is very high, but there is many ways to reduce the completion which will discuss in later
sections.

3.4 MARKET AND COMPETITOR ANALYSIS

The every market in the world is being hi-tech oriented. Most of the organization need to care
more about the technology friendly system to reach to its targeted customers. Many world
famous organization are successful only after implementing all kind of technology in its
processing as well as production system. Similar cases were seen in the last few years in the
worlds market. Due to the positive effect of globalization many organizations are able to sell
their product and services across the one country to another. Recent trend also seen on most of
the underdeveloped countries too. Some of the platform based organizations are like Uber,
Amazon, Alibaba and many more. Such models of business is also developing in Nepal too.
Customers feels convenient and easy to use such platform which saves their time and less hassle
for choosing the product. Similar type of business model has been implemented by many
Nepalese companies too some examples are listed in above section too.

EG Service Company implements the platform based service oriented business which connects
its target customer with workshop for providing quality, safety and timely service to its
customers. This platform based company reduces all the tension and time of its customer. In the
existing market where there are lots of local workshops in every corner of the city and genuine
bike showroom workshop covering almost every part of the city. EG Service platform based
company have its own completive advantage which make is differ from all those direct and
indirect competitors. To analyze the competitors all the local as well as showroom service centers
are the direct competitors. But, the service provided by these competitors are not satisfy-able to
the bikes riders because they need to sacrifice their valuable time for being in a queue. And,
another main problem faced by the customers are not getting timely service due to number of
vehicles need to get maintain at same time which directly reduces the quality of work for every
workshops too.

To solve the problem of the bike riders, EG Service Company is the first platform based
company who provides quality and timely service to its customers where customers need not to
sacrifice their time. By paying affordable price to the maintenance service they can get many
regular benefits for life time which is mutual benefits to all partners of the EG Service.
Workshops are also not direct competitors to EG Service because the key partner for the EG
Service company are the workshops of the particular location who have capacity to handle as
many bikes at a time with sufficient space and manpower with them.

3.4.1 STRENGTH AND WEAKNESS ANALYSIS

The direct and indirect competitors existing in the market gives a positive motivation for the
platform based company which the EG Service is. The customer need safety, security, quality
and timely service where the competitors cannot provide that facility to the every customers at a
time. Some of the strengths and weakness of the competitors are listed below:

 Strengths:
- Bike showroom service center which gives warranty and guarantee for the bikes/Scooter.
- Available in every area of the city.
- Can handle simple to complex issues of bikes/scooter.
- Standard price and availability of every accessories
 Weakness:
- Cannot have sufficient and skilled manpower.
- Not enough space to provide service for many bikes/scooter at a time.
- Do not provide off time service.
- Local workshops do not give every service to different kind bikes.
- Local workshop cannot expense more on the inventory of accessories part.
- Showroom service centers are limited and cannot handle many bikes at a time.
- Best quality service cannot expected if the bikes/scooter are many.
- Showrooms service centers runs on organization rules and guidelines which does not give
any credit facility, off time service facility.
- Local workshops cannot afford credit service they prefer cash on service.
- Local workshop cannot expand their business due to lack of finance and manpower.

3.5 CONSUMER AND DEMAND ANALYSIS

The consumer of EG Service company are bike riders and workshops. Workshops who are
partner vendor who get more business regularly and bike riders service getter. EG Service is the
platform where consumer can meet its service provider which will safe their time. EG Service is
the platform based business where there are two sets of demand that need to consider. The first
part of demand is customer to understand weather they are willing to use the platform for getting
service on regular basis or not. To understand the consumer behavior we conducted a general
survey with 20 participants about the service that EG Service is offering. Among the participant
100% participant feels easy to use the application and if the service provided around their
location almost 80% participants want to use the platform for safety, security, quality and timely
service. Most of the participants are working for an organization and some are self-working and
their main issue is not getting quality service and they need to sacrifice time in unproductive area
i.e. queue for waiting their turn. The survey shows that if EG Service company offers a platform
where customers can book their date time for getting the service 90% customers are willing use
that platform. Which shows a positive response to the EG Service company that there is demand
for the service and EG Service can provide it.

Also important is the demand of our key partners for our platform-if they are willing to
collaborate. When an offline survey was conducted with 10 workshops about the platform and
can they will to collaborate most of the workshops participant agreed to collaborate with us if
they will get regular business. They were very open to collaboration for their capacity building
also. The meeting and bringing those workshops who matches our guidelines into the team of EG
Service is the first activity upon the company registration. The demand is high for both
customers.

With such positive response of the potential customers and our workshops. EG Service Company
is very confident on the success of the business. The hard work on our customer relationship and
marketing will play crucial role to understand the demand perfectly and supply the need as our
customers wanted.
CHAPTER
4 BUSINESS STRATEGY
4.BUSINESS STRATEGY
To fulfill the customer needs, solve the customer existing problem and providing regular
business to our vendor workshops, EG Service Company applies the differentiation business
strategy which will be our competitive advantage to provide safety, security, quality and timely
service to our customers. EG Service want to develop brand and sign of significant agent
company who fulfills and delivers the value which it says to its customers and vendor. EG
Service have very huge advantage as a first mover which delivers the quality service to its
customers and quality business to its vendors. The technology part which is the different
innovative idea for strengthen the EG Service business and its implements plays crucial factor
which make EG Service Company different than others.

4.1 SWOT ANALYSIS

Every business company has their own strength and weakness to its business area. So do the EG
Service have. EG Service want to strengthen its strength and work on its weakness part.
Opportunities and threat is always exist in every business which cannot be neglected. So the
overall SWOT analysis of EG Service is shown in the figure below:

STRENGTH WEAKNESS
- Well organized brand – High chance idea imitation by others.
- High standard of Service – Lack of loyal workshop to get and bring
- Hi-tech implementation them to the team.
- Monitoring and Controlling system – No real connection with customers and
- Skilled and Professional Vendor partners workshops
- Maximum number of bikes/scooter users – Privacy concerns
in market – Operational cost is higher to vendor
- Maximum number of workshops workshops
- Does not need to hire workshops persons
as employee
- Operation Cost is low compared to
manufacturing company.
- Very little completion because workshops
are the partner and vendor for us.
- Highly focused on brand building for
reliability for trust and safety
- Price offered is affordable and low to
customers what the benefits they get.
- Skilled and experienced human resource
and founder members
- First mover advantage
- Technology focused team members

OPPURTUNITY THREAT
– Customer are dissatisfied with the performance - Legal obligation
of showroom service centers and local - Problem with local authorities and
workshops local workshops
– Can exploit the new market with new idea - Increasing competition ultimately
– Rent nearby road area are increasing which is decrease price/profit margins
forcing local workshops to move to another - As new to market fraud and
location where rent is low scandals may increase and brand name
– Lack of skilled professional workers may damage
– Never declining vehicle importing because the
main source of national income is tax from
vehicles
– High business making opportunity to
workshops

4.2 BUSINESS STRATEGY

Every business must have a strategy. Without the strategy a company cannot and will not move
forward what it has vision? So strategy is the series of plan and ideas to accomplish for achieving
the targets. Strategy are very crucial for every business success. In every part and process of the
organization strategies plays an important role. So, Strategy must necessary have its parts too.
 EG Service have is business strategy in its every step of its process. Strategies helps to find out
the strength and weakness of the organization. For a startup business to finalize strategies will be
difficulty because they don't know what really the market is and will market will accept their
product and services. Same dilemma is used to happen while defining the strategies for the EG
Service. Some strategies have been developed and will implemented when it required. The major
business strategies followed by the EG Service company is the differentiation strategy and it
covers the different section of the business part. EG Service Company have identified its
strategies for its business growth and it covers the following areas:
i. Arenas: This deals with which area a business need to be active. EG Service is platform
oriented business which it should have the strategies for handling the issues of the customers and
vendors. The overall success is fully dependent on the hi-tech platform and the service provided
by the vendor workshops. So the strategies are mainly focusing on the performance of the service
performed by workshops which will be responsibility of control and monitoring department.
Technology part and Marketing part is active area where the EG Service company need to focus
more.
ii. Vehicles: It’s the modes to reach to customers and vendors. EG Service company marketing
team will be responsible to make aware the customers about the service and bringing the
customers for using the platform and customer relationship team is responsible to handle the
issues of customers and vendors. The marketing strategies will explained in next section.
iii. Differentiation: EG Service Company is platform based company who helps to get solve the
bike related issue of its customer by providing best professional vendor workshop which will
guided and monitors by the EG Service operator. In this kind of business the differentiation is the
first mover advantage who is responsible to build the customer base and proper network which is
delivered by the quality service of the vendor workshops.
iv. Staging: All strategies cannot implement is a single time. In the different stages of business
operation strategies will be implemented accordingly. As a startup business, making the perfect
hi-tech platform without any bugs and issues will be first strategy. And during that time reach out
to the customers and bring the workshops in to the board of EG Service will be the basic
strategy. Finalizing the location and understanding the targeted customer location is the 1 st
strategy. Phase to phase the strategies will be developed and implemented accordingly need for
the business success
v. Economic Logic: No business starts without initial investment that may be in the form of self-
investment or loan, investment is required for the operation. EG Service will invest certain self-
fund from individual founder members. The financial investment and return is discussed in the
next section of financial plan.

CHAPTER
5 MARKETING PLAN
5.MARKETING PLAN
The main objective of the EG Service Company is to be the reliable brand to get the best quality
bike maintenance service in Nepal. And, the EG Service marketing strategies objective is to
become the first name to the customer mind if they want to get vehicle repair and maintenance
service. EG Service marketing strategy will fully focused on reaching to the target customers by
convincing them about EG Service platform is the most reliable way to get the safer, qualitative
and timely bike repairing service.

A. MARKETING OBJECTIVES AND GOALS

The marketing objective of EG Service is to create and reach to its target customers with its
benefits and offers which will reduce customer's problems they are facing for maintaining for
their bike/scooter. To make the EG Service a reliable brand that every customer will use the
platform to get their bike/scooter maintenance service. The objectives are categories into two
section which are discussed below:

i. Sort Term: In the initial days for the EG Service Company is very challenging because there is
no any awareness to the customer about our service and why to choose EG Service Company's
Platform. For this, trust and reliability need to create by engaging number and types of strategies
to reach the positive impact to the customer mindset.

ii. Long Term: After the successful achievement of the short term objective the strategies will be
fully focused on to maintain the brand name of reliable platform by giving proper monitoring the
service provided by the vendor workshops and continuous adding the features to the system
which will create the long term loyalty of the customers and vendors. The proper guidelines and
right human resource in the marketing team will be always puts positive advantage for achieving
the EG Service objectives and its goals.

The one and only EG Service marketing goal is:

"To be most known brand name in Nepal which convey image of reliablity and trust if
individual sees the logo of EG Service"
B. CONSUMER ANALYSIS
EG Service have two customer baseline. First customer are the EG Service platform users and 2 nd
are the Bike workshops. The two categories of customer and they are target accordingly. The
platform user are the primary customers because they pay for getting the service. So following
are the traits of the primary customers.
- Office workers/Entrepreneur/Businessman/Teachers who commute to their work location
as a daily manner.
- The age group of workers are in-between from 20-60 years.
- The worker need to have bike/scooter who regularly use it to reach their office location.
- Workers for a company/self who normally gets single day holiday (Saturday).
- Workers who don't get sufficient time for maintaining their bike/scooter.
- Workers whose education level not need to be high but should be able to read and write
the English word/sentence.
- Workers who should be able to use the smart mobile phones and feel easy to use the
application as well as webpages.
- Workers who don’t want to waste their time in a queue or line for getting service.
- The initial business area is Baluwatar (center to around 2 Km) and workers of this area.
The workshops are another group of customers. The EG Service company will collaborate with
the workshops who have the following traits. No all workshops are the customers of the EG
Service. Some traits are:
- Workshop having minimum 5 number of support staff.
- The initial business area is Baluwatar (center to around 2 Km).
- Should have sufficient space to handle 10 bikes at a time.
- Workshop should have one senior mechanic.
- Workshop should be legally registered and able to provide invoice after giving the
service.
- Workshop should have sufficient inventory keeping space.
- Workshop who can handle the all brands of bikes/scooter.
The personality of customer can be explained with the given example.

Consumer Persona: 1 for using the platform of EG Service

Mr. Ramesh Raj is an office accountant of age 25 of XYZ Enterprise of Baluwatar, he is a full
time office workers who work 6 days a week. He has been working as accountant for past 2 years
in that college. He is permanently residing in Balaju and regularly commute from Balaju to
Baluwatar by riding his bike pulsar 220 CC. His office timing is from 9:00 AM to 6:00 Pm.

He usually has busy schedule and works even during late hours and off days too. He has regular
job that he is travelling from his home to office and vice versa on regular basis. Some time he
need to move from one location to another for official purpose too, he used to travel by using his
bike. During certain cases he need to visit his filed office too. He usually travels 700-800 km per
month. Without maintain and repairing the bike it is difficult get smooth functioning of the bike.
In every 1000KM travel he used to maintain & service his bikes on his nearby workshop of his
home. In a week he have only one day off and major showrooms service center are closed so, he
used to go nearby workshop for getting the service for his bike. He used to wait his turn about 2-
3 hours in a queue for getting his turn. After that also, mechanic not properly give take care to his
bike and he used to regularly inform mechanic for the work. The half of his holiday is gone in
workshop and he does not have sufficient time to give his family, friends and others. From next
day he should again need to go for work. He has not get any option to tackle this situation, always he
used to be busy to his work. There were no any platform who will take care his bike like he do and there
were no any reliable workshops who he can rely on and be secure.

Persona Name Ramesh Raj Section

Background -Office Accountant for XYZ enterprise

- Working on that company for 2 years
Demographics - Male, 24 years
- Monthly salary 30-40 K
- Resides in Balaju Kathmandu
Identifiers - Hardworking
- Loves to spend time with his family &
WHO?
friends, travelling, caring his bike much
- Communication Preference: Call/Email/
Social Media
Goals - Need to travel regular basis
- Want best quality and timely service to his
bike maintenance
Challenges - Less time to spend with family and friends
- Not getting quality maintenance service
- Not want to sacrifice personal time for
unproductive area
- Not need to drag his bike to the workshop
and wait for the turn to get service WHAT?
What can we do? - platform where he can book his date/time
to get service
- Can decide what service he want
- Pick and Drop service
- Off time service
- Urgent service
- Communication by expert about the
situation of bike
- Get Notification about the status of his bike
Real Quotes - I want best quality and timely service
- I prefer pick up and drop facility too
- It should be nearby my office location so
that I can visit the work in progress.
- Regular Communication
- I don’t want to spend my valuable time in
line/queue. WHY?

Common Objection - How you assure quality and security of my

bike?
 Marketing Message - " EG Service platform which helps you to
solve your bike related problem near to your
office location by skilled and professional
workshops who provide pick and drop service
and safety, security, quality and timely service is
guaranteed"

Elevator Pitch - "Your time is valuable to us, don’t waste

your valuable time in queue for maintaining your HOW?
bike, you can book your date and time although
you not to worry about anything about your
bikes about because EG Service is here for you."

C. MARKETING AND GROWTH STRATEGY

C.1 POSITIONING STRATEGY

Using differentiation, EG Service will position itself as the first platform based company who
connects bike riders to bike workshops. As a first mover to the this field, which solve the major
issue faced by the office workers with their vehicle create a platform which enables its customers
to book a date and time as feasible to them when they required to maintain their vehicle. The
personal time the workers spends or sacrifice to maintain their vehicle for waiting the turn can be
easily solved when they use the EG Service platform. Safety, security, quality and timely service
providing is the positioning strategy of EG Service. Some of the impression will created by the
EG Service are:
- Book your date and time to get the best quality bike maintenance service.
- Not need to worry about the safety and security of your bike because every maintenance
activities have been recorded.
- Pick and Drop service is available
- Off time and urgent situation can handled.
- No need to sacrifice your personal valuable time in a queue for waiting for your turn- we
will handle your problem like our own.
Starting the business form Baluwatar area in a short period of time it will expand the areas not
inside the valley but outside the valley too.

C.2 BRANDING STRATEGY

Brand Logo: The logo of the EG Service will registered in the trademark and patent department
of the Nepal government. The logo will consist of letter "E" and "G" which is symbolize by
'easy' word and it represent the easy to use and maintain your bikes. The primary color will be
used blue and white. The logo will be used in all marketing materials and all printings too.

Brand Mantra: EG Service has developed its brand mantra by stating a quote: "You don't have
to sacrifice your valuable time for waiting your turn in a queue, your turn is in your hand,
book it grab it".

C.3 POP AND POD

Point on Parity: - Easy to use and compatible platform where its customer cannot worry for
anything to their bikes/scooter.
- Legal and trusted brand for repair and maintenance of the bikes/scooter

Point on Difference: - Safe, Secure and reliable platform who monitored and controls all the
activities.
- Hi-tech management system who update you the status of your bikes

Brand Identity Prism:

Physique: Personality:
Safety and Secure Monitored and Managed
Ready to use Latest and Up-to-date

Relationship: EG SERVICE Culture:

Quality service and affordable Innovative and Convenient

Reflection: Self-Image:
Trustworthy and dependable Easy and Simple
C.4 COMPETITIVE ADVANTAGE:
The first mover advantage is always be a competitive advantage for the EG Service. The
platform based service oriented company who delivered its values of safety, security, quality and
timely service to its customers. The competitive advantage of the EG Service is that the system
implemented for safety and security of the customers bikes/scooters. To reduce bike riders
tension the platform provides a better service to its customer. Customer can easily book the date
and time to get the service whenever they want. The hi-tech and compatible system make the EG
Service different from others and its competitors.

C.5 SUSTAINABILITY AND GROWTH STRATEGY

The sustainability and growth of the business depends upon the effort what the team member
give to it. The growth and survival of the business is defined by the customers. As envisioned
being the reliable platform for the customer to get the best quality service customer need to use
the application regularly. The continuous improvement and adding new feature which make the
application friendlier be one of the stainable strategy. After the achievement of the short term
objectives the application and webpage of the EG Service which have the space for the
advertisement which helps to generate the revenue for the company's growth. Regular cash
transaction which is dependent on the marketing team and the regular job providing to the
workshop which regularly flows the cash inside the business determines the sustainability and
the growth of the EG Service. The expansion to new area is the growth strategy for the EG
Service which is estimated to reach after the successful of 6 months in 1 st area. The success and
growth of the EG Service is fully dependent on the customer using the app for getting the service
and workshops providing the best quality service.

D. MARKETING MIX
The marketing mix defines the strategies and tactics the company uses to implement its
marketing plan, and indicates how the business relates with the target market. EG Service
marketing mix approach is to reach the customers in short period of time and for longer period of
time. This approach will changes according to trends in the global market. The marketing mix
shows how EG Service addresses issues and needs in the market.
D.1. PRODUCT
The product of the EG Service is its application. EG Service provides people with the option to
book the date and time for getting bike maintenance service by using the mobile apps and
websites. EG Service will make the service and maintenance service a lot more easily accessible
to its customers. Wi-Fi enabled workshops and its pick and drop service as well as emergency
service providing are taking the customer experience to a different level.

D.2. PLACES
EG Service is the startup business where the places will fully dependent on where the many
number of offices and organization are because the targeted are the worker of those organizations
who commute to the workplace by using their bikes/scooter. While starting the business for EG
Service the office will be located in the Gairidhara, Kathmandu and the places of the workshops
will be determined by the number of organization for a particular area. Initial business and target
customers from the Baluwatar area will be selected and 3 workshops will to handle the as much
as customers at a time.

D.3. PRICE
The fact that EG Service provides its customer with free access and use of the its platform which
is best mode for getting maintenance service in their preferred location where the workshops will
pick and drop the bikes/scoter form the customers work place. Local workshops are very busy
cannot perform the timely service to its customers. EG Service uses penetration pricing which is
the latest strategies for service oriented and platform based company. The price of the service
depends upon the service customer wants to get. The price that the EG Service will earn from
individual service is 10% from workshops side and 10% from the customer side which will be
displayed in the platform when the customer decide to take the service. The price is not fixed but
the margin is already fixed from the both parties. Suppose if the servicing of the motorbike cost a
customer NRs 1000 in normal workshop which is not the vendor partner of the EG Service. The
price will be 1100 where 10% of 1000 is equal to 1100. So, the 100 NRs. will be from customer's
side and 100 NRs. from workshop side. EG service determine the pricing continuously as the
trend of the market which will be 10% more than normal market rate. The benefits cost will
charge customer 10% more and business availability cost a workshops 10% less. it means in
normal workshop gets more business and other different benefits & offers, if they sacrifice 10%
and customer will get benefits of pick & drop, off time service and many more benefits which
they need to pay 10% more from the market rate.

D.4. PROMOTION
EG Service follows a very distinct marketing paradigm for developing a base of loyal users.
Offers, discounts and referral benefits are some top method used by the enterprise for fascinating
customers. The quality service experience make people crave for it more and more, which later
turns into a habit and the company profits. EG Service work hard on marketing and provides
more benefits to its customers and workshops to get people get addicted to the new way of
getting service. Plus the pricing benefits is one of the best advantages of EG Service, due to
which the brand of EG Service gets marked itself on the market. Initial days the promotion
strategies will be line reaching to customer is by door to door visit, social media buzz,
campaigning in particular location, ambush marketing, leaflets and pamphlets distribution,
vehicle pamphlets and others too.

D5. PROCESS
The design, compatible versions, color selection and easy to use platform will contribute for the
competitive advantage as well as service delivered by the workshops plays important role for the
EG Service brand loyalty. The main aim of the EG Service company building the brand that
customers will imagine while bike maintenance come to their name. The safety and security
feeling should come to the customers mind when they sees the logo or any marketing materials
of the EG Service. To achieve the EG Service company vision, team members should carefully
plan and monitored in every process of the service provided to the customer. Customer
relationship plays very crucial factor for success of the business. Every process monitoring and
control as well as continuous improvement by getting the feedbacks from every part of the
business like workshops, customers, team members, stakeholder, partners, any many other
sources is needed.

D6. PHYSICAL EVIDENCE

The brand perception and customer feedback are very important for platform like EG Service
which connects customers to the vendors. The quality service delivered by the workshops is the
evidence for the long term business sustainability and growth. To build the awareness and values
amongst customer, EG Service should reach to its targeted customer through different social
media platforms, print media and audio/video media.

D.7. PEOPLE
People enrolled in this business are EG Service employees, workshops & its staffs, customers,
stakeholders, partners and other different collaborators. The service delivered by the partner
workshops and satisfaction level of the customer make the brand value of the EG Service, so
continuous awareness and monitoring & control is required to maintain the service quality level.
Customer relationship plays important factor for long term brand loyalty. Different training and
capacity building initiative will be created for workshops and its workers, which will be helpful
for the delivering the best quality service. Employee participant in the marketing activities
decision also make its people aware the vision of the EG Service.

E. OTHER MARKETING STRATEGIES

EG Service mission will be achieved if its marketing team follows the different marketing
strategies to reach to its customers. Marketing strategies and its implementation is the crucial
activities to make aware the customers about the brand and service that EG Service provide.
Some of the marketing strategies that the EG Service will follows are listed below:

i. DOOR TO DOOR MARKETING

It is the marketing initiative which EG Service marketing unit follows the most to reach its
targeted customers. It is activity to visit every companies in its targeted location about giving
awareness presentation about the problem what bike riders faced and how we solve their
problem. Video presentation is mostly used to share the EG Service benefits. The message of
safety, quality and timely servicing will be delivered by the marketing team all the time.

ii. AMBUSH MARKETING

It is the real time activities by utilizing the personal and professional network for implementing
this strategies. It is the incident utilizing to make aware the nearer workers or members of the
team about EG Service benefits. For example: if my friend is attending a meeting with his client
and the meeting will go long for 2-3 hours, we will preplan the act and my friend will get excuse
from his client to use the EG Service app and book the date and time for getting the bike
maintenance service. In a certain period of time, the vendor workshop representative will come
to that place and pick up his bike and after completing the maintenance service, they will drop
the bike to same location and meets my friend for the payment and my friend will pay his
through his ATM or by using EG Service wallet card. This act will make query to his client and
he will inform him about the service that EG Service provide. There are other different ambush
strategies which EG Service marketing unit will follows when required.

iii. PARTICIPATING IN DIFFERENT VEHICLE RELATED PROGRAM like NADA

show, Bike and Scooter launch event, Vehicle related event, Reality programs like Avengers
Himalayan Roadies, Pulsar Dare Adventure

F. SALES STRATEGY
EG Service sales strategy is fully dependent on marketing effort of the company and the best
quality service offered by the vendor workshops. Some of the sales strategies are like:
- Hiring employees who genuinely enjoy the jobs
- Continuous improvement of the system
- Continuous monitoring and assessing the quality of all process and people
- Interaction with customers and customer relationship plays important role for sales of EG
Service.
- Different schemes, offers and campaigns may boost the sales of the EG Service.
- Loyalty programs and membership programs.
CHAPTER
6 OPERATION PLAN
6. OPERATION PLAN
EG Service is an on-demand bike repair and maintenance service which will brought a revolution
in the maintenance industry all across Nepal. The business model of EG Service has made it
possible for people to simply tap their smartphone and fill the form as required them and have a
workshop arrive at their location in the minimum possible time. EG Service is one of those
technology company in Nepal which have aimed to create a reliable platform to connect bike
riders with workshops and aimed to values over billions in coming years. The operation flow and
its fluent work flow activities determines the success of the company in near future.

6. A. LOCATION
EG Service is an online platform which does business through portal, location is not crucial to
operate its work functions. But, prime location is required to place EG Service office because the
office consist of all the hi-tech machines like management system, monitoring system and other
office assets. The office is required 24*7 functioning. So the location plays important role to
reduce the issues that may occur during operation time. It will be suitable to locate the office
near by the targeted customer area location which will help to reduce the complex that may
occur. By understanding the complex situation which may arrive any time in the normal
operation of the system, the office location is decided to locate in the Gairidhara area because it
is corporate area and the all necessary things can available in short time period. And, in initial
days target area is Lazimpat and Baluwatar area, so this location is best to suited in Gairidhara
area.
Three bike workshops having sufficient space to handle maximum number of bikes/scooter will
be selected from Baluwatar and Lazimpat area who will deliver the quality and timely service to
the EG Service customers.

6. B. INFRASTRUCTURE BUILD UP AND FACILITIES/LAYOUT

One spacious flat having 4-5 room will be rented in the Gairidhara area for the office setup
which is be sufficient for the regular operation of the company. Each room will be designated to
specific unit and they can plan the activities accordingly. The unit will be marketing and
customer relation, information technology, Finance / Human Resource and Management. Each
unit will get spacious space in there room to plan and discuss their activities. A big specious
room will be selected for group discussing and regular meeting for smooth operation of the EG
Service business.

As EG Service does not have its own workshops in its initial days, so the already running vendor
partner workshops will come to the board. So, there will be no worry for infrastructure build for
workshop. After the sustainable growth of the business, if some necessary is seen for starting
own workshop, the infrastructure will be plan accordingly. All bike workshops will not come in
the vendor board of the EG Service but it should meet the guideline and requirements developed
by the EG Service Company. The requirement guidelines are:

- Workshop having minimum 5 number of support staff.

- The initial business area is Baluwatar (center to around 2 Km). So, Workshop should be
located in this area.
- Should have sufficient space to handle 10 bikes at a time.
- Workshop should have one senior mechanic.
- Workshop should be legally registered and able to provide invoice after giving the service.
- Workshop should have sufficient inventory keeping space.
- Workshop who can handle the all brands of bikes/scooter.
- Workshop should have all accessories ready to be available.
- Workshop need to have washing and cleaning facility.
- Workshop should not have child labor.
 6. C. WORK SCHEDULES
The working Schedule of the office workers be as follows:

Sun Mon Tue Wed Thu Fri Sat

Day
IT Support Staff (1) +
6:00 Pm -9:00 AM ( Night Shift)
Security Guard (1)

9:00AM
IT Staff (1) 9:00 AM - 6: PM -6:00 PM
(Day Shift)

Marketing & Communication

(2) 9:00 AM - 5:00 PM

Finance & Administration (2) 9:00 AM - 5:00 PM

Management Staff (4) 9:00 AM - 5:00 PM

Management staffs will be available even in holidays throughout the year, if the clients have any
queries.

6. D. REQUIRED RESOURCES
i. Monitoring and Management System: It is the hi-tech system which will developed and
installed in EG Service office. The system will able to track the bikes status and workshop status
through it's in build GPS tracking system in the device which will be provided to workshops. The
device should be on whole time for smooth operation and if get off EG Service support staff give
information about the status. The system is able to send notification to the user about their bike
status like, bike have been picked up at this time, bike have serious issue, bike have been
maintained, bike have been dropped to the location at time any many more. This system is highly
used for safety and security of customer vehicles. This system will be developed under the direct
enrolment of Chief Technology Officer, and the cost limit to develop this system is assumed to
be NRs. 300,000. This system is responsible to control, manage and monitor the real time status.
This system plays a competitive advantage for the EG Service.

ii. Technology website and IOS/Android App: As EG Service is platform oriented Service
Company where its prime customer are bike users, so the main requirement of the EG Service is
the dynamic website and all smart mobile phone compatible application. This application is user
 friendly and easy to use where the customer need to fill the form for the service they want to get.
This platform should be developed within 2 months of time and responsibility to get work done
is or Chief Technology Officer (CTO). The system should be built on secure programming
platform which have been decided to develop on Java/Dot Net. The cost have been estimated to
develop the application is NRs. 200,000. The workflow and operation process will be discussed
in next section.

iii. Other Equipment/Skills: For smooth operation of the EG Service, the other equipment's like
CCTV camera, storage device, server and cloud storage is required. The normal technology
skills are required to operate the system which is directly guided by EG Service CTO. The
human resource who will oriented and trained to operate the system properly which reduces the
errors and mistake during operation. There is no need of making new programs to operate the
system but the IT Staff should able to handle the error/bug that may come during the functioning
process.

iv. Human Resource: Human resource in the EG Service plays an important role for every
organization success, so do the EG Service success is in the hand of its human resource. There
are 3 units in the human resource section which should have and perform the related skills to
their units. The units of EG Service includes IT Unit, Marketing & Communication Unit,
Finance and Human Resource Unit. Each member of these units should have the skills to
perform best for the achievement of the EG service Goal. The detail skills and responsibilities
will be discussed in the following section of Human Resource Plan.

6. E. OPERATION FLOWCHART AND SERVICE PRINT

Before launch of the EG Service business, the step wise procedure for getting ready for the
business will be as follow:-
 Confirmation of branding and business model.
 Management team finalization within form the founder members and their respective roles
and responsibilities.
 Management and monitoring system development contract signing which will done by the
Chief Technology officer (CTO). CTO can hire short term employee to get the work done or
CTO can develop the system by his own, it depends on his time availability.
 EG Service application and webpage development which is also responsibility of CTO which
he can give the contract to third party or CTO may can build it because the skills that our
founder member com CTO have the ability to perform the both task so the work has been
delegated to him by mutual understanding and collaboration.
 On Same time frame, office location will be rented and requirement will be fulfilled
accordingly.
 On same time period, the targeted location which will be decide by conducting a survey by
reaching the individual organization of targeted location and offering the service we had.
This responsibility is delegated to our CEO which can hire/contract third party to conduct
survey or hire employee for marketing to reach the targeted customers on targeted area.
 On Same time frame, the workshops will be finalized and bring to EG Service Vendor
Workshop board.
 Hiring the employee for the designated position of EG Service.
 System testing and beta version will be launched to test on personal network.
 Marketing activities will be finalized and ready to implement.

6. F. SERVICE BLUEPRINT FLOWCHART (HOW THE EG SERVICE PLATFORM

WORKS)

1. CUSTOMER RESPONSIBILITY
Step 1: Customer Login to the EG Service App in the smart mobile phone using GPRS Data or
Wi-Fi internet.
Step 2: Request to the system for the date and time availability.
Step 3: If system responds 'Book' go to next phase and if 'Full' request for another time slot.
Step 4: Fill the form which consist of Name, Surname, Organization Name, Phone Number,
Address to pick up bike, Address to drop the vehicle, Responsible person to receive the
vehicle, Responsible person contact number, Responsible person to pay the bill. Go to
next phase.
Step 5: Fill the service want to get from the list of service mentioned. Next step
Step 6: Know you amount you need to pay.
Step 7: Know your workshop vendor address, phone number and person who is receiving and
dropping the bike.
Step 7: Confirmation
Step 8: Receive the bike, Confirm the bike condition and pays the amount by using online
payment method or EG Service wallet card.

2. SYSTEM RESPONSIBILITY:-
Step 1: Gets the notification for time availability from customers.
Step 2: Checks the schedule of the nearest vendor time slot,
- If vendor time slot says 'Book' send 'Available' response to customer.
- if time slot is 'Full' look for another vendor schedule,
- If 2nd vendor time slot says 'Book', send "Available' response to customer
- If 'Full' request for another time slot
Step 3: Get the 'Confirmation' notification, Inform Vendor about the customer details with
location to pick the bike from and request vendor to give the receiver information like
'Receiver ID' (which is already recorded in system). Send the service required to do for
the bike.
Step 4: Send receiver details to customer.
Step 5: Get 'Bike Picked Up' notification from vendor EG Service device, Track the device,
Check the status of the receiver and its direction to the workshop.
Step 6: Records the video of maintenance of bike which will done by the Wi-Fi CCTV and
stores in its storage device and link it to the webpage of EG Service.
Step 7: Receive the bike maintenance complete notification from vendor. Checks the list of work
perform or not.
Step 8: Send bike maintenance complete notification to customer and request customer for make
ready the payment through EG Service Wallet Card or Online Payment.
Step 9: Track the bike movement direction and 'Delivery Boys' status.
Step 10: Receive the payment confirmation and pay the bill notification to bike delivery boy in
the EG service tracking and payment receiving device.

3. RESPONSIBILITY OF WORKSHOP VENDOR:

Step 1: Receiving the system notification for time slot availability,

- If time slot available reply by 'Book',

- If 'No' respond for another slot.

Step 2: If "Yes', receive the detail information about customer and bike details, respond the
received ID.

Step3: Send the receiver staff with EG Service device. Pick the bike from customer place. Send
on time notification "Bike Received'.

Step 4: Back to workshop maintain the service, give the best quality service in front of EG
Service CCTV camera. Complete the maintenance service.

Step 5: Communicate with customer if serious concern about. If 'No' send bike completion
notification to system. Drop the bike to the customer location. Request customer for test drive
and confirm the quality of service. Request for a payment, swipe the card and give the invoice to
customer.

6. G. QUALITY ASSURANCE AND CONTROL

EG Service is service oriented platform based company which success is fully dependent upon
the service it provides to its customers. EG Service is the digital platform which connect
customer to the workshops. But EG Service company does not have its own workshops. It just
have its vendor partner workshops. So all the quality of the service depends upon what level of
service does the vendor workshop perform.

As the EG Service company does not make the vendor workshop without matching up the
guideline. The guideline that the normal workshops need to agree on the contractual document
which in list:

- Workshop having minimum 5 number of support staff.

- The initial business area is Baluwatar (center to around 2 Km). So, Workshop should be
located in this area.
- Should have sufficient space to handle 10 bikes at a time.
- Workshop should have one senior mechanic.
- Workshop should be legally registered and able to provide invoice after giving the
service.
- Workshop should have sufficient inventory keeping space.
- Workshop who can handle the all brands of bikes/scooter.
- Workshop should have all accessories ready to be available.
- Workshop need to have washing and cleaning facility.
- Workshop should not have child labor.
For assuring the quality performance of the workshops, the training which organize by the
government agencies, bike showrooms and training companies, EG Service Company will make
arrangement for providing training and capacity building classes to vendor workshops staffs and
ensure that the staffs of workshops will get the knowledge to maintain and repair the any type of
bikes and scooters. The certified documents of their achievements will be displayed in the
workshops as well as the EG Service Company website on the vendor partners board section
which will ensured to the customers that the workshops vendors are the genuine bike
maintenance service provider with expertise knowledge about every bikes available in the Nepali
vehicle market.

In the controlling part, CCTV will be installed in the vendor workshop area and the all activities
will be seriously inspected whether they are performing well or not. Customer can also inspect
the work in progress activities which will be recorded live and shown to the EG Service
websites. Customer relationship officer will regularly inspect and guide the workshops owners
about their quality work and their lacking's. To control the quality and managing it, improving
rules and guidelines continuously plays crucial importance for quality assurance and control.
CHAPTER
7 HUMAN RESOURCE PLAN
7.ORGANIZATION MANAGEMENT AND HUMAN RESOURCE
PLAN

7.1 STAKEHOLDER ANALYSIS AND THEIR INTEREST

EG Service Company has four shareholders who will be the founder member of the company.
The company have planned to not to take loan for investing on the company for the initial
startup. The equal amount of investment will be shared by all founder members of EG Service
Company.

The founder member have keen interest in information and technology which they all are
classmates from 2008 AD where they all are graduated in Bachelor in Information technology.
They all are highly interested to develop the reliable platform that will solve the problem of the
bike riders because all the founder members used to commute from one place to another using
their personal bike and always been faced some bike related problems and issues. So, all founder
members comb inly decided to start the business and establish a reliable brand name.

7.2 ORGANIZATION STRUCTURE

The management of the company is foreseen by the founder member of the EG Service. Chief
Executive Officer (CEO) along with chief marketing officer (CMO), Chief Technology Officer
(CTO) and Chief Operation Officer (COO) will have the different responsibilities who work for
the success of the EG Service. CEO is responsible for overall management, lead the organization
and execution of the company's long term strategy with view to crating shareholders value. The
CMO role is to emphasize advertising, brand management, market research and customer
relation and long term marketing strategy development and implementation. CIO main
responsibility is to establish and direct the strategic long-term goals, policies and procedures for
an information technology unit of the EG Service. COO is responsible to for the daily operation
of the company, and routinely reports the CEO. COO is the second command of the company
and responsible for manage, lead and control all the activities inside the company. The
organization chart is shown below:
 Chief Executive Officer

Chief Marketing Officer

Chief Operation Officer Chief Technology Officer

Finance/Administration
Marketing Executives Marketing Executives IT Technician
/Human Resource

Support Staf
Security Guard IT Support Staf

Fig: Organization Chart

7.3 DEPARTMENTALIZATION AND THEIR CORE FUNCTIONS

Designation Duties & Responsibilities

Main Duties and Responsibilities

A. Chief Executive - Responsible for good governance of EG

Officer (CEO) Service.
- Direct the activities and productivity of a
department and entire EG Service.
- Manage revenue, expenses and external
financing to maintain consistent growth of EG
Service
- Responsible to clear your team about EG
Service vision.
- Responsible to develop professional team,
manage, guide, motivate and control the team
members.
- Responsible to maintain healthy
relationship with shareholders, stakeholders
and partners.
- Responsible to communicate about the EG
Service and brand management of EG Service.
 - Responsible for corporate development.
- Develop overall organization budget area.
- Responsible to make expansion of EG
Service with support of CMO, COO and CTO.
B. Chief Marketing - Responsible to develop product/service
Officer (CMO) and its market fitting area of EG Service.
- Develop marketing strategies and generate
initial demand for EG Service.
- Responsible to test and optimize the
demand/supply channels for EG Service.
- Responsible to build a strong demand
channel.
- Responsible to maintain good customer
care and relation.
- Responsible to maintain good relation
with vendor partner.
- Develop marketing plan and
implementation
- Development of marketing budget.
- Development of marketing materials
- Responsible to assist CEO in fundraising
- Responsible in participating in expansion
activities(investment, acquit ions, corporate
alliance)
- Responsible to manage relationship with
customers and vendor partners
C. Chief Operation - Responsible for operation team
Officer (COO) development
- Responsible for operation budget
preparation
- Responsible to figure out sales and sales
area for increasing revenue
 - Responsible for designing and
implementing business operation
- Responsible to establish policies and
procedures that promote EG Service Company
culture and vision.
- Responsible for overseeing operations of
the EG Service Company and work performed
by operation executives.
- Responsible to lead the employees to
encourage maximum performance and
dedication.
- Responsible to evaluate performance of
the employees
- Responsible to assist CEO in fundraising
- Responsible in participating in expansion
activities(investment, acquit ions, corporate
alliance)
- Responsible to manage relationship with
customers and vendor partners
D. Chief - Responsible to develop EG Service
Technology Management system and mobile application
Officer (CTO) and website in partnership with the EG Service
Company’s founders.
- Responsible to identify opportunities and
risks for delivering the company’s services as a
web-based business, including identification of
competitive services, opportunities for
innovation, and assessment of marketplace
obstacles and technical hurdles to the EG
Service success.
- Responsible to identify technology trends
and evolving social behavior that may support
 or impede the success of the EG Service.
- Responsible for direct development and
execution of an enterprise-wide information
security plan that protects the confidentiality,
integrity, and availability of the EG Service
Company’s data and servers.
- Responsible to communicate the EG
Service Company’s technology strategy to
investors, management, staff, partners,
customers, and stakeholders.
- As a member of the senior management
team, participate in the selection and
registration of the company’s web site domain
names.
- Responsible to select and set up a software
revision control system.
- Responsible to supervise recruitment,
training, retention, and organization of all
development staff in accordance with the
company hiring process, personnel policies,
and budget requirements.
- Responsible to evaluate performance of
the employees
- Responsible to assist CEO in fundraising.
- Responsible in participating in expansion
activities(investment, acquit ions, corporate
alliance)
- Responsible to manage relationship with
customers and vendor partners
7.4 HUMAN RESOURCE MANAGEMENT ASPECTS

7.4.1 RECRUITMENT
All EG Service Company’s Staff will be appointed as per the following procedures except when
the CEO approves an exception in the light of high financial cost, or urgent business needs to act
to the contrary.
i. Public Advertisement.
ii. Long listing
iii. Short-listing & interviewing candidates at least three times the number of vacancy
iv. Interview by at least three members of top management
v. Practical Test
vi. Final Selection with at least one alternative candidate
At the recommendation of concerned senior staffs, and if the organization has such a need, SMT
may appoint an intern after his/her service for a month with EG Service Company on a shorter-
term appointment. Such short-term staff, if proven competent and diligent, may be appointed as a
longer term EG Service Company's staff. Temporary Employees, Consultants, Suppliers and
Third Party Expert may be hired/ engaged/appointed at the discretion of COO/CEO to meet the
organizational needs.

7.4.2 APPOINTMENTS
EG Service Company will issue a standard letter of appointment to each of its Employees,
Intern, Short Term employees, Supplier’s Contract, Auditors etc. duly signed by its CEO. A copy
of the “Service Rules and Employment Benefits Manual” (as improved and modified from time)
will be made readily available for any employee to refer.

The letter of appointment will be prepared in duplicate. The appointed staff will countersign both
the copies as a mark of his/her acceptance of the terms of his/her appointment. The office will
retain one copy, handing over the other to the appointed employee. A Term of Reference (TOR)/
Job Description (JD’s) would be provided to the employee along with a letter of appointment.
Such Job Description may be changed/ amended by the organization as per the need of the
organization in consultation with the employee.

The employee will undergo a short induction about EG Service Company and the causes it stands
for during the beginning of the assignment ideally before he/she takes up the responsibilities.
7.4.3 CATEGORIES OF HUMAN RESOURCE

7.4.3.1 SENIOR MANAGEMENT TEAM (SMT):

It includes the chief executive of the companies and are the senior executive of the EG Service
Company. There are four chief executives in the EG Service:- Chief Executive Officer (CEO),
Chief Marketing Officer (CMO), Chief Operation officer (COO) and Chief technology officer
(CTO)

7.4.3.2 EMPLOYEES:
SMT may appoint Employees as needed by the organization from time to time. Such Employees
may be part of one of the following categories of EG Service Company.

7.4.3.2.1 PERMANENT EMPLOYEES

This category of employees (like F& A Officer, Marketing Executives, and Technical Staff)
represents the immediate periphery of the Core of the organization. The Employees will be hired
from the open market. EG Service Company shall issue a contract for a period of up to one year
to its employees.

7.4.3.2.2 SHORT TERM/ TEMPORARY EMPLOYEE

This category of employees (like assistants designers, support staff, assistants etc.) will be hired
from the open market for filling in short term or temporary positions. EG Service Company
shall issue a contract for a period of up to 6 months to its short term/ temporary employees as
necessary. EG Service Company short term/ temporary employee’s salary and benefits can only
be charged student media. The short term/ temporary employees will be entitled to receive
salary and benefit specifically mentioned in his/her letter of appointment.

7.4.3.2.3 INTERNS
EG Service Company may hire as many interns as it deems fit to provide them with learning
opportunities. The letter of engagement shall govern the terms of engagement of such interns.
The period of such contract shall not exceed 3 months. Typically such interns would have
completed their higher secondary level (or Plus Two level) education. Exception may be made in
order to accommodate highly motivated candidates by the CEO/CMO/COO/CTO.
7.5 HUMAN RESOURCE ADMINISTRATION AND DEVELOPMENT

7.5.1 PROBATION PERIOD:

All employees shall undergo a probation period of minimum three months upon receipt of an
appointment letter from the EG Service Company. After three months in the position, his/her
supervisor shall review the employee's job performance. All employees are expected to conduct
their business affairs in a manner consistent with the highest standards of integrity and avoid any
conflict of interest or perception of such. The employment contract during the probation period
could be terminated by EG Service Company or the employee concerned giving one day notice
to this effect to the other party. A letter shall be issued to the concerned staff after the successful
completion of the probation period.

7.5.3 EMPLOYEE IDENTITY CARD

All staff shall be provided with an office Identity Card during the period of their employment
contract with EG Service Company. The employees should carry these at all times while on duty.

7.5.4 WORKING HOURS

EG Service Company follows Nepali calendar year to work on where fiscal year starts from
Shrawan to Ashad. The employees shall work from 9 AM to 6 PM, Sunday through Friday with
a one-hour lunch break form 12 PM to 1 PM.

7.5.5 BASE SALARY:

The base salary of all staff will be as per EG Service Company pay scale (Base Salary at various
grades of Employees) as revised from time to time and maintained confidentially. The base
salary will be mentioned on the Letter of appointment of employees. The Pay-scale will be
reviewed every year to bring it closer to the market in order to maintain EG Service Company's
competitiveness as a fair employer. EG Service Company wants to maintain a median-level
status in the Nepali job market.

7.5.6 SALARY PAYMENT:

Employee’s paycheck for the preceding month will be issued on the fourth working day of each
month upon in consonance with the attendance records under the authorization of COO. The
paychecks shall be paid into transferring the amount payable to staff directly to their respective
personal bank accounts opened with EG Service Company's official Bank. In case of the
employee not having a bank account, EG Service Company may pay him/her in cash or through
cheque.

7.5.7 ADVANCE SALARY:

An advance equivalent to one-month base salary may be provided to staff to meet his/her urgent
needs. Such advance shall be repaid to the office by the staff in four monthly installments or
within the remaining employment period, whichever is shorter, beginning with the month in
which the advance is drawn. The installment shall be deducted while preparing the paycheck of
the concerned staff as a routine.

7.5.8 SALARY REVIEW/INCREMENT:

Salaries of EG Service Company's employees will be reviewed at the completion of their
contract period, based on their performance evaluation by their respective supervisors. A base
salary increment and/or grade promotion may be offered to the employee depending on the
performance of the employee and subject to EG Service Company’s paying capacity.

7.5.9 BENEFITS
EG Service Company shall have the following benefits offered to its employees. The benefit
program can be modified at any time at the discretion of EG Service Company. Benefits may be
added to the manual as the organization grows financially. The benefits thus included would be
as per the market practices.

7.5.10 DASHAIN BONUS:

A Dashain bonus equivalent to one month of the base salary shall be provided to the employees
who have completed one year of service with EG Service Company, on 1st of Aswin. Those who
have not completed one-year service shall be paid this allowance on a pro-rata basis. The
allowance shall be paid to the concerned staff along with paycheck due before Dashain Holidays.

7.5.11 PROVIDENT FUND:

An allowance equivalent to 10% of base salary of the employees (who has successfully
completed 2 years of work) will be deposited in the PF account of the staff concerned every
month. An equal amount will be deducted from the paycheck as core employees‟ own
contribution and deposited in the same PF account every month. The Provident Fund, and the
interest accrued thereupon will be available to the employee following the rules followed by the
Employee Provident Fund of Nepal.

7.5.12 TRAINING AND CAPACITY BUILDING:

Training and capacity building opportunities will be provided to the employees at the sole
discretion of the CEO/COO/CMO/CTO. The employee sent on official training/capacity building
efforts will be paid for the days of absence from the office while on training/capacity building.

7.5.13 PAID LEAVES:

EG Service Company may allow paid leave to staff on a short-term training (a week and less)
paid for the by the employee or by some external sponsor if that suits organizational needs, and if
the work-plan of the employee concerned allows such freedom. This policy intends to promote
capacity building of employees.

7.5.14 OFFICIAL EXPENSE REIMBURSEMENT

The employees of EG Service Company will be entitled to reimbursements of office-related
expenses including food, conveyance and communication expenses made in the course of
undertaking official duty. Such reimbursements will be authorized by the respective department
heads or respective supervisor subject to budgetary limits and after confirming applying his/her
due diligence that they relate to official purposes. The expenses of the top management should
be approved by any 3 top management executives.

7.5.15 LEAVES AND HOLIDAYS

7.5.15.1 ANNUAL LEAVE

EG Service Company employees will be eligible to 10 days of annual leave every year of service
(calculated on pro-rata basis if having served for lesser period). The unused Annual leave balance
shall be carried forward to the succeeding year for a maximum of 30 days. Subject to
Supervisor’s approval, staff, may be able to avail their annual leave.

The unused annual leave balance at the time of contract-termination will be payable to the core
employees calculated based on the daily salary rate at the time of contract termination. The daily
rate shall be calculated as base salary at the time of contract termination per month divided by
26.

7.5.15.2 CASUAL LEAVE

EG Service Company employees will be eligible for 6 working days of paid casual leave each
year of service (calculated on pro-rata basis if having served for lesser period). The unused
casual leave will lapse at the end of every year if unused.

To use annual or casual leave, one must submit a written request for the supervisor's approval. A
request for leave for 6 consecutive working days or more should be submitted at least 10
working days in advance.

“ANNUAL AND CASUAL LEAVE ARE A FACILITY AND NOT A RIGHT.”

7.5.15.3 SICK LEAVE

An employee is eligible to avail paid sick leave in case of illness or injury that prevents the
employee from working. The employees (all categories) will be eligible to paid sick leaves of 7
days each year of service (calculated on pro-rata basis if having served for lesser period). When
absent from work for sickness, the employee must inform his/her supervisor as soon as possible.
Sick leave, which extends beyond three days, must be supported by a professional doctor's note
explaining the nature of the illness. The employee will not be paid for any unused sick leave at
the termination of their employment. Neither will Sick leave get carried forward to the
succeeding year of service.

7.5.15.4 MOURNING LEAVE

Upon the approval of the employee's supervisor, the employee will be entitled to take mourning
leave for the observance of mourning rites (Kriya) for family members for a maximum of 13
working days. This leave can only be taken if the employee is observing the customary mourning
rites.

7.5.15.5 MATERNITY/PATERNITY LEAVE

A female employee who has completed 1 year service with EG Service Company will be eligible
for up to 60 working days of paid maternity leave. A male employee will be eligible for up to 21
working days of paid paternity leave. To initiate maternity/paternity leave, employees must
provide their supervisor with the appropriate medical confirmation, which notes the expected
delivery date.

7.5.15.6 PUBLIC HOLIDAY

A total of 15 days holiday throughout the year for different festivals will be selected. The
number of days may not be increased than 15 days; however the date may be altered in future
upon solicitation by Senior Management Team. The annual holidays will be endorsed to the CEO
by the Senior Management Team on the month of Baisakh. The CEO will approve the holiday in
consultation with the Senior Management Team.

7.5.16 FOOD AND MEDICAL BENEFITS

EG Service Company will provide1 time food to its staff during lunch hour. EG Service
Company will also pay for food for any urgent-and unavoidable-work-meetings held beyond
office hours. Low Cost Free Food during the lunch time saves staff commuting time to and fro
the eating place, and help increase the work efficiency by enhancing staff interactions during the
lunch hour.

Prior approval of supervisor is needed if the employee expects an expense of more than one
thousand rupees for any food related bill while on official duty.

7.5.17 PERFORMANCE EVALUATION

An annual performance appraisal of employees is carried out the end of their contract period.
The performance evaluation form is conducted/endorsed and by senior management team. The
performance evaluation form is designed to provide both the supervisors and the employees with
a tool to manage job performance of their key duties and responsibilities as well as valuable
insights about the employee's perspective on work, goals and the work setting.

7.5.18 TERMINATION
EG Service Company processes all terminations with respect for the individual and with equal
care for protecting organizational legal and proprietary rights. EG Service Company in its
discretion reserves the right to terminate an employee-contract with one month's notice at any
time or for any reason. Terminations may be voluntary or involuntary.
7.5.18.1 VOLUNTARY TERMINATIONS

7.5.18.1.1 RESIGNATION
EG Service Company expects appropriate written notification of an intended resignation or
retirement. The employee sends a letter to his/her supervisor with a copy to the any one senior
management team. If, in the discretion of the supervisor, the employee's continued presence
after notice of resignation is considered not in the best interests of the organization, the
resignation will be deemed effective immediately. For resignations, the termination date is the
last day the employee is in the office

7.5.18.1.2 FAILURE TO REPORT TO WORK AS SCHEDULED

Employees are expected to keep to their agreed work schedule. In case of undergoing
circumstances beyond control they must notify the supervisor of the delay/absence from work
(e.g., for sickness or emergency). Employees must notify their supervisor each day they are
absent, unless a leave for a much longer period is authorized.

7.5.18.1.3 FAILURE TO RETURN FROM APPROVED LEAVE OF ABSENCE

Employees who do not return from any type of leave of absence, or who leave their positions
without notice, will be deemed to have resigned without giving notice. The senior management
team will determine the separation date in such cases.

7.5.18.2 INVOLUNTARY TERMINATION

7.5.18.2.1 PERFORMANCE-RELATED TERMINATIONS

EG Service Company may terminate any employee for unsatisfactory performance, misconduct,
violation of law or its policies and procedures. A performance-related termination is initiated
after a written warning has been provided and the employee's performance has not satisfactorily
improved. The termination may also be caused by the senior management team concluding that
terminating the employee is in the best interests of EG Service Company.

7.5.18.2.2 MISCONDUCT DISCHARGE

A misconduct discharge may occur at the discretion of the supervisor when the employee
engages in conduct or behavior so serious that immediate discharge is appropriate, without
written warning. In such cases, the Supervisor should immediately notify the senior
management team and the SMT who will then decide whether or not the situation warrants
immediate discharge. The following actions and situations warrant immediate discharge.

 Corruption, Theft, damage or misuse of EG Service Company). Or employee property.

 Assault or verbal abuse of a co-worker or supervisor
 Falsification of employment, personnel or other EG Service Company records
 Creating a disturbance on EG Service Company premises
 Coming to work under the influence of drugs or alcohol
 Insubordination and other misconduct of a nature that is not in the best interest of the
organization.
 Sexual Harassments
 Assault or verbal abuse to EG Service customers and partners.
If the decision is made to terminate an employee, the supervisor reviews the termination with the
SMT to arrange for final pay and benefits. The Supervisor informs the employee of EG Service
Company's decision to terminate his/her employment and provides written confirmation in
compliance with local labor laws. The employee is notified about the details for final pay and
benefits and arranges for the return of all EG Service Company property. This can be done in a
face-to-face meeting with the employee as circumstances permit. The SMT provides written
confirmation of the discharge to the employee. In every instance, the discharge is documented
and includes the date and a specific explanation of the incident(s) that resulted in the termination.

7.5.19 LAYOFF
A layoff is a separation from employment due to reorganization, lack of revenue to support
current staff or consolidation of two or more employee positions into one, or some other change
in circumstances, which requires termination of employment.

The SMT discusses any proposed layoffs and contacts the supervisor before proceeding. After
finalization, the SMT reviews layoff plans with local legal counsel. He/she then discusses the
plan for layoff with the employee's supervisor. The supervisor informs the employee of the
layoff decision. The CEO is also present at the meeting. Employee is then notified about the
details for final pay and benefits and arranges for the return of all EG Service Company's
property. This can be done in a face-to face meeting with the employee, if circumstances permit.
In every instance, the layoff is documented and includes the date and a specific explanation for
termination.

7.5.20 EXIT PROCEDURE

In every instance of termination, an exit interview process should be conducted. The following
issues/steps are typical of the employee exit process-

 Date the last paycheck will be issued and where it will be mailed
 Hours to be paid in the last paycheck
 Any additional payments to be issued
 Last date of coverage in EG Service Company benefit programs
 Return of office keys
 Return of office equipment
 Transfer of files to employee's supervisor
 Zero balance in employee's advance account explanation of procedures for handling
employment reference checks
 Employee's new mailing address (if any)
In every termination, the SMT should meet with the employee for an exit interview. This
interview gives the employee an opportunity to candidly discuss the EG Service Company
employment experience, and give recommendations for further improvement.
CHAPTER
8 FINANCIAL PLAN

8.FINANCIAL PLAN
EG Service financial plan determines how to reduce the operation cost and how to maximize the
profit. The main aim the senior management team (SMT) is to reduce its operation cost. The
financial plan is congruent with the sale and marketing strategies. In its 1st year EG Service will
fully focused on the customer reach out and make the sufficient amount money which will covers
its fixed costs and the profit margin will very less in initial year. After second year the plan is
aimed to expand and the pay back will be achieved in its second year.

8.1 FINANCIAL OBJECTIVES

Short term:

 To maintain positive cash flow

 To cover the monthly fixed costs

 To achieve the revenue target.

 To save 10% of profit margin in monthly transaction in initial year

Medium term:

 To save 25% of profit margin in its 2nd year.

 To achieve a return on equity by 50%.

 To provide the salary increment and bonus to its employees.

8.2 ASSUMPTION MADE FOR FINANCIAL ESTIMATION

Revenue Based on the targets set in the marketing plan

Expenses:

Salary: 10% increment every year

Depreciation: 25% on Computer and Accessories

15% on Furniture and Fixtures
10% on Software

Depreciation Method: Straight Line Method

Rent 10% increment every year

System maintenance NRs. 50000 per year

Fixed Assets Purchased in initial year

Investment 1st year investment 4 lakh per person of 5

founder member is equal to N's. 20 Lakh
Loan No Loan
Marketing Expenses 10% increased by every year

Income Tax 25 % of its profit

Capital Structure 20 Lakh

8.3 STARTUP EXPENSES AND INVESTMENT

8.4 SALES/REVENUE PROJECTION

8.5 INCOME STATEMENT

8.6 RETAINED EARNINGS

8.7 CASH FLOW STATEMENT

8.8 BALANCE SHEET

8.9 INVESTMENT APPRAISAL

8.10 KEY FINANCIAL INDICATORS

CHAPTER
9 CONTINGENCY PLAN
9. RISK AND CONTINGENCY PLAN
9.1 CRITICAL RISKS
 Operation of the business may delay due to the time lacks for development of the EG Service
Management system/platform/website.
 Conflict between founder members
 Possibility of new entrants in the market
 Lack of fund availability to start
 Not proper vendor workshop come to EG Service vendor board.
 Customer does not satisfy with our marketing effort.
 Unavoidable system problem while testing.
 Some avoidable problems raised in the founder members family.
 New operating system arise in the market

9.2 RISK CONTINGENCIES

EG service is the innovative concept for the Nepali market where its customer do not fill easy
and convenient to take our service. But, the marketing effort of our marketing team will
determine how to reach to the market. By changing the marketing strategies or marketing plan
we should make convey to the customer to use platform. To reduce the risks that may arise
during the start of the business, we had planned to start our business from single area of the
Kathmandu which will teach us the weakness in our internal side. Initially business will start
from single area and if the approaches we followed be right and customer used our service then
we decide for the further area reach out. The main risk will be delay on making the system and
platform, single person cannot handle it properly so the right team member (IT technician) is
required to develop our system. IF timely the investment e cannot arrange the operation of the
business will be delay to overcome this risk we should make a plan for taking loan from any
financial institution. Marketing consulting and sales consulting can be taken from third part
agencies. Continuous discussions and regular meeting between the founder members may reduce
the disputes between them but this situation may not arise because all team member were
combined according to their expertise.
9.3 EXIT STRATEGY
Since this business plan is new to the market it will face downfall of the business. Hence, if the
business suffers tremendous loses and needs to be shut down, two alternatives will be
considered.

The first alternative is that the company will try to sell the business to others. Next alternative is
to sell all the assets of the company. The amount received from sale will help to minimize the
losses to the owner.
APPENDIX
APPENDIX
1. Product Prototype/Picture

2. Consumer Survey Result

3. Questionnaire For Workshops
4. Estimation tables and feeder tables used to make financial statements