A PROJECT REPORT

“OPERATIONAL MANAGEMENT”

Done from “Urban Company Technologies India Pvt. Ltd.”

ST. XAVIER’S COLLEGE OF MANAGEMENT & TECHNOLOGY, PATNA

Affiliated to

ARYABHATTA KNOWLEDGE UNIVERSITY, PATNA

Submitted by:

Mritunjay Kumar

Registration no.: 20302302074

In partial fulfillment for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

3rd year (5th semester)

(Session: 2020-2023)

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Letter Of Undertaking

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Internship Certificate

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ST. XAVIER'S COLLEGE OF MANAGEMENT & TECHNOLOGY

NAAC Accredited with B++ Grade (1 Cycle)

(Affiliated to Aryabhatta Knowledge University)
Digha - Aashiyaana Road, Digha Chat, Patna-800011, Bihar
Mobile Nos.: 8987262019; 8877617734, E-mail: [email protected],
Website: www.stepatna.edu.in

Date:

GUIDE’S CERTIFICATE

This is to certify that Mr./Ms. Mritunjay Kumar of B.B.A. stream, 2020-

2023 session, has successfully completed this project under our
supervision. The Project titled Operational Management done in Urban
Company Technologies India Pvt. Ltd. from 30/05/2022 to 27/06/2022 is
a part of his/her summer internship programme.
This is an original work and finds less scope for duplication and has not
been submitted for the award of any degree/diploma from any other
university or institution.

Fr. Dr. Martin Poras S.J. Guide Signature:

Principal Guide’s Name:

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 ACKNOWLEDGEMENT

Presentation, inspiration and motivation have always played a key role

in the success of any venture.

At first, I would like to thank my college “St. Xavier's College of

Management and Technology”, for providing me the opportunity to do
this internship. I would also like to thank “Urban Company Technologies
India Pvt. Ltd.” for being so kind and cooperative with me during the
internship and making me learn new things.

I deem it a pleasure to acknowledge my gratitude to Prof. Piyush Ranjan

Sahay, my guide for this project report and H.O.D. of B.B.A., under whom
I have carried out this project. His incisive, objective and timely guidance
helped me to continue my report with the same flow of energy and has
inspired me with his valuable advice in successfully completing my
project.

Finally, I would like to thank my parents and my friends for the constant
help and support during the period which helped me and encouraged me
to complete my project. With due respect I pay my gratitude to them.

Mritunjay Kumar
BBA 3(A)

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 DECLARATION

I solemnly declare that this project report on “Urban

Company Technologies India Pvt. Ltd.” is based on my
own work carried out during the course of this
internship, under the supervision of Prof. Piyush Ranjan
Sahay. I assert the statements made and conclusion
drawn are an outcome of my own research.

Name: Mritunjay Kumar

BBA 3A
[email protected]
Ph. No: 8340637704

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 Executive Summary

This project report contains the report of my internship work in

“Urban Company Technologies India Pvt. Ltd.” from 30th May,
2022 to 27th June, 2022, where I worked in the field of
operational management. It contains all the detailed work I did
during this period where I got to learn many things about
managing the operations in that organization. Not only I got to
interact with many new and experienced individuals in this
field but also got the chance to work with them as a team during
the internship period.

I have also discussed about the work I have done in this field as
how it is very important in managing the operations in an
organization. I have also mentioned about its importance and
it’s future prospects.

The report also states about the organisation and it’s work in
this field. It’s service, background, owners and the
organizational structure. There’s a detailed explanation on
every aspect of operational management and my findings and
learnings through the internship.

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 TABLE OF CONTENTS
S. No. Title Page no.

1. 1. Introduction to OJT 10

2. 2. Objective of OJT 11

3. 3. Importance of OJT 12

4. 5. CHAPTER ONE: Introduction 13-19

5. 6. 1. company details 14-15

6. 2. Organizational Structure 16-19

7. 3. Plan of Internship program 20

8. 4. Training Program 21

9. Progression of internship 22-29

10. 1. Week one 23

11. 2. Week two 24-25

12. 3. Week three 26-27

13. 4. Week four 28-29

14. Work Samples 30-34

15. Critical Analysis 35

16. SWOT Analysis 36-39

17. Conclusion 40

18. Recommendation 41

19. Reference & Sources 42

20. Annexes 43

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 OVERVIEW
OF
THE
ORGANIZATION

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 INTRODUCTION TO OJT

Internship program has become the bridge for those who want to enter
to corporate level from the college life, through internship I got to
know the real working environment that was very much different
from my course study. During my internship, I got a chance to
work in the department to know about how an Organisation work
as a whole. All my experience helped me realize parts like
grouping work, work environment, peering support, carried out
in the organization. Thus, the internship duration provided me
with the opportunity to broaden my knowledge, acknowledge my
strengths/weakness that would be helpful to shape up my career in the
future.

I have worked under the operational management department for past

one month. My internship program is an educational requirement of
BBA Program under an assigned faculty of St. Xavier’s College of
Management and Technology, which is a professional degree. BBA
students have to do an internship program as a practical orientation to
the workplace where he/she can amalgamate the traditional
hypothetical knowledge with practical work experience.

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 OBJECTIVES OF OJT

As partial fulfillment of the requirements of the Business

Administration program of St. Xavier’s College of
Management and Technology, I was assigned to
management of operations in an organization for one month
internship program. The primary objective of the internship is to
generate a thorough understanding of the workplace relationship,
performing of the activities and engaging oneself in the working
environment. In a way, it was more to get practical implication of all
the studies, theories that I had acquired so far.

This would help me to pave a way towards growth in my

academic as well as personal development.
Apart from general objectives, the specific objectives are highlighted
below:
•To acquire exposure in the working environment resulting in the
development of practical knowledge, confidence and diplomacy.
•To learn and apply theoretical knowledge practically in the workplace.
•To develop interpersonal, managerial and communication skills.

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 IMPORTANCE OF OJT
On the job training is important to enhance the skill of an individual
and learn the experience of a working environment.

Effective OJT can provide comprehensive job preparation to new

employees, allowing them to succeed in their roles and maintain a
productive workplace. Employees benefit from additional skills and
knowledge as well as motivation to do well. Companies then benefit
from having engaged employees that are invested in achieving goals.

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 CHAPTER 1

INTRODUCTION OF ORGANISATION

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 URBAN COMPANY

About The Company:

Urban Company is Asia's largest online home services platform.

Launched in 2014, Urban Company today operates in India, Australia,
Singapore, the USA, the UAE and The Kingdom of Saudi Arabia. The
platform helps customers book reliable & high quality services - beauty
treatments, massages, haircuts, home cleaning, handymen, appliance
repair, painting, pest control and more – delivered by trained
professionals conveniently at home. Urban Company's vision is to
empower millions of professionals worldwide to deliver services at
home like never experienced before. The Company raised Series F
funding of USD 255 million in April 2021. The Series F round was led
by new investors - Prosus Ventures, Dragoneer and Wellington
Management with participation from existing investors - Vy Capital,
Tiger Global and Steadview. The latest round includes a primary
capital infusion of USD 188 million and a secondary sale of
approximately USD 67 million by select angels and early investors.

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Operation’s Mechanism:
Urban Company provides a platform that allows skilled and
experienced professionals to connect with users looking for specific
services. Once on the platform, our match-making algorithm identifies
professionals who are closest to the users’ requirements and available
at the requested time and date.

Presence in the Market:

54 cities in India: Agra, Ahmedabad, Alwar, Amritsar, Aurangabad,
Bangalore, Bhopal, Bhubaneswar, Chandigarh Tricity, Chennai,
Coimbatore, Cuttack, Dehradun, Delhi NCR, Guntur, Guwahati,
Gwalior, Hyderabad, Indore, Jabalpur, Jaipur, Jamshedpur, Jodhpur,
Kakinada, Kanpur, Karnal, Kochi, Kolkata, Kota, Lucknow,
Ludhiana, Madurai, Meerut, Mumbai, Mysore, Nagpur, Nashik,
Panipat, Patna, Prayagraj, Pune, Raipur, Rajahmundry, Ranchi,
Rohtak, Sonipat, Surat, Thiruvananthapuram, Udaipur, Vadodara,
Varanasi, Vijayawada, Visakhapatnam, Warangal.

9 Cities internationally: Abu Dhabi, Austin, Dallas, Dubai, Jeddah,

New York City, Riyadh, Sharjah, Singapore.

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 Organizational Structure

ABHIRAJ BHAL
(CEO & CO-FOUNDER, URBAN COMAPANY)

Abhiraj Bhal is responsible for marketing and product growth

at Urban Company. When not busy at Urban Company,
Abhiraj enjoys immersing himself in interesting experiences
be it running marathons, skydiving in Spain, scuba diving in
the Andamans or cooking his wife Urvi's favourite dishes.

Role of CEO Abhiraj Bhal at Urban Company.

Abhiraj Bhal is the CEO & Co-founder at Urban Company

(formerly UrbanClap) along with Raghav Chandra and
Varun Khaitan. He has played a pivotal role in establishing
a network of over 25000 trained service professionals. Urban
Company has already served over 5 million customers across
India, Dubai, and Abu Dhabi. Abhiraj wants to replicate this
resounding success in India’s tier 2 cities as well as in
international markets like Sydney and Singapore. He
oversees operations and service provider onboarding at
urban company.
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 Awards and Honor:
• Co- founder of the Urban Company, largest home services
platform in India.
• IIM Ahmedabad Young Alumnus Achievers Award 2020.
• "The Entrepreneur of the Year Award 2020" by NASSCOM
Technology & Leadership Forum.

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 RAGHAV CHANDRA(CO-FOUNDER & CPTO)

Raghav Chandra leads technology and product development

at Urban Company. In his free time, Raghav loves to
venture outdoors and try his balance while slacklining and
bouldering. Raghav is a dance enthusiast who does not miss
any opportunity to groove to Westcoast Swing and Rock-n-
Roll.

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 VARUN KHAITAN
(COO & CO-FOUNDER OF URBAN COMPANY)

Varun Khaitan is responsible for operations and service

provider on-boarding at Urban Company. When not building
Urban Company, Varun likes to check out new coffee shops,
explore Delhi with his Polaroid and go for a run at Lodhi
Gardens - his favourite spot in the city.

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 Plan of the internship program:

I have done my internship program from Urban Company

India Technologies Pvt. Ltd. It is situated in the Exhibition
Road, in a building named Shahi Bhawan, on the 4th floor. The
location of the area is quite good and is easily assessable as is
situated in the main town of the city. The office was very good
in terms of ambience and atmosphere of the working place.
The working culture of that place was very good and the
employees were very supportive to one another.
I worked there for four weeks, from 30th May to 27th June,
2022, where I had to report the office at 10 a.m. and the
closing time was 5 p.m.
I got training under the Operational Management
department, where the main task of training was the learning
of escalation of problems or issues faced while resolving the
problems of the customers by the field workers.

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 Training Program:

The main function of Operational Management department

was to escalate the issues or problems that the company
workers are facing while delivering the services to the
customers on their complaints.
Also, for the above process, the department also had to do the
follow up procedure of the work assigned and had to keep a
constant check of the ongoing working of the issue resolution,
to ensure the speedy resolution for escalation of the issues or
problems.
My main task was of carrying out escalation process, where I
had to also perform the task of follow up procedure. All these
things were carried out by me through the company’s website
for escalation, named – “Slack”, and the follow up procedure
was carried out through phone calls mainly, or in some cases
through Whatsapp application.

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 Internship Report Weekly:

1st Week:
In the first week, I was being introduced to the office
workforce, to the working culture, to the company’s
application, trained on the soft skills, briefed about the type of
work that I had to perform and lastly given the training of the
work that I had to perform on the slack application.

My learnings:
In the first week –
I got the know-how and training to work on the company’s
application.
Learned about the soft skills which I had to exercise while
working on the queries resolution.

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2nd Week:
In the second week, I was briefed about the escalation process that I
had to perform on the Slack website platform. Then, I was trained
practically by working on the application, performing the process of
escalation, and was asked to carry out escalation process and solving
the queries and working on the complaints.

My learnings:
In the second week –
I learned the escalation process where I engaged with many employees,
workers and customers and provided the solution to their queries by
doing this.
I learned to solve the customers and workers problems and complaints
and got the first-hand experience of solving complaints and queries.
I also learned how to interact and engage with different customers and
workers while solving queries and complaints.

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Escalation Process:

Escalation process is a process of solving out the queries and

complaints that are being mentioned on the slack website by
the complaint booking cell of the company that is a centralised
unit of the company for booking transferring complaints to the
respective operations units of the company. Through this
process we work on solving the unresolved issues that are
present.
The company’s application receives the complaints from the
customers and those complaints are being transferred to the
respective branch of the company according to the region from
where the complains has been registered on the company’s app,
i.e., UC app. So, our work in the escalation process was to
interact with the ground workers about what are the issues that
they are facing due to which it has not been resolved this lately.
Then, according to the issue stated by the field worker, we had
to forward his/her statement to the field work department and
from there that particular department takes over further
processing of the complaint resolution. So, basically
escalation’s work is to be an intermediary between the
company end and workforce department for resolving the
issues and complaints registered on the company’s application
from the customer side. This is all about escalation process.

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3rd Week:
I attended the “pro meet”, a meeting where employees and
managers of different branches come together on zoom video
conferencing where they discuss about company’s progression
in their respective region and the major issues that they are
facing in their day to day workings and by discussing those
things, they try to resolve those issues by finding out the
resolutions in collaboration with one another.
I was briefed about the follow up procedure of the work carried
on by the assigned field workers. I was being trained to carry
the follow up procedure by my guide, where I had to call the
field workers to take updates about their assigned work if the
work is not getting completed on time and if there is any issue
that the worker is facing in resolving the assigned complaints.
Then I had to intimate his/her problem or issues that he/she is
facing to the respective department.
Then in last two days off the week I was given the task of doing
escalation of issues and complaints.

My learnings:
While attending the pro meet. I got to know about the different
aspect of how offices and branches come together to solve any
issue that they are facing with an integrated approach.
I also learned how senior managers of different branches work
together for achieving their company goals in a particular zonal
area and also collectively as a whole.

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Also, I got to know the different issues and scenarios that come
up while doing the escalation process which are observed while
going through the follow up procedure.
I learned to resolve the problems and issues that are being
observed during the escalation process.

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4th Week:

In the last week of my internship, I was assigned the work of

escalation and follow up procedure. During the first half of the
day, I was asked to do the work of escalation and during the
second half, I was given the task of follow up procedure.

My learning:

I learned the overall procedure of reducing the issue and

complaints that comes in our branch through the integrated
approach of escalation and follow up procedure.

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On-Site Pictures

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 Work Samples:

This is the website “Slack”, through which I had to carry out

the escalation process.

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This is how the employees used to communicate with
each other while doing the escalation process.

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This is how we used to share the updates regarding
the working.

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Working updates being shared.

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Listing of different categories and requirements of
workforce in the excel sheet.

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 Critical Analysis:

By doing the internship in the field of operational

management, I got to learn different theoretical aspects and
got the practical exposure of working in an organization.
I learned a lot from the first-hand experience of doing
practical works in the company’s office. I got familiar with
many new learnings of carrying out the tasks in real life,
before this I was just having the theoretical knowledge
about the working, but after doing the things with my own, I
got groomed in the working environment.
My main work in the office was to escalate the issues and
problems that our partner workforce faces while resolving
the company’s customer’s requests and complaints.
Although, I had been provided with the theoretical
knowledge about the working that I had to carry out, it
looked quite easy to carry out at that time, but when I
started doing the work it was a bit complex to do, as I had to
maintain communication with a lot of people at a same time
while working on different works needing escalation.
I learned a lot about solving the real-life problems that a
company faces by escalating that. This working gave me
many great experiences that I would have never gained from
studying books and gaining knowledge and would not have
taken the pain to do the actual work.
My work also comprises of follow-up procedure, where I had
to take updates from the company’s employees and
workforce working on field, for getting the updates on the
escalation of the issues that I was working and for that
purpose, I was groomed by required training at work on soft
skills, to have a better interaction with the employees in the
professional manner in the official setup.

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 SWOT Analysis:

Strength:

The main strength of the organization was the integrated

workforce, where there was an easy, hassle free and direct
communication between the employees.

The organization had a very good experienced and devoted

employees, there was a good sense of employee citizenship in
the office.

The field workers there, were highly skilled in their

workings.

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Weakness:

The weaknesses that I observed in this organization

was the lack of numbers of field workers, due to
which it takes a slight delay in resolving the
complaints of the customers.

Some field workers do some sort of cheating in their

work by wasting their time while on the duty of
complaint resolution, so there was lack of proper
tracking of the field workers by the organization,
which results in delay in complaints resolutions.

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Opportunities:

They are currently not involved with any large-scale

projects or contracts. If they scale their service force
up to that model then they can get a large profit and
can create contracts with other businesses or projects.

They can acquire companies that help them get

training for their service providers or companies that
provide tools for them but they have not pondered
over this topic.

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 Threats:

Local workforce of the region could be a possible

threat to the organization’s profit making.

The service providers broke the link of customers

with this company by giving them less prices and in
return giving clients and money as a whole. They do
this to cut the commission earned by the company.

The presence of other competitors in the market, like

– “House joy”, “Near.in”, “Quicker” and “Just Dial”,
these all provides similar type of services.

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 Conclusion:

As per my experiences and observations, while working in the

company and gaining a personal real-life practical learning,
exposure and experiences, I am very much satisfied with the
working procedure followed there. The integrated and
decentralised office structure were the main strengths in that
office. The organization is constantly thriving to do better day
by day, by putting in their hard work in their field of
operations and are getting better with it.

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 Recommendations:

Although, the organization is doing well in their field,

but there are always scopes to do better and better, as
there are other competitors who are putting in the effort
to be the market leader, so one should be aware of this
and keeping this in mind, an organization should always
try to do better with time.
This organization also need to keep on improving with
time. Some of the measures that they might like to take
as per my observations are listed below.
They can hire more field workforce to get the
complaints resolved in less waiting time, as in today’s
world, everyone wants speedy services.
They can keep the eye on their market competitors and
can try to outcast them by giving appropriate offers to
the customers and to their field work employees.
They can take steps to track their field workers while
being in their duty, to avoid the wasting of time done by
some dishonest field workers.

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 References & Sources:

• https://www.urbancompany.com
• https://www.investopedia.com/terms/o/operations-management.asp
• https://emeritus.org/in/learn/what-is-operations-management
• https://en.wikipedia.org/wiki/Operations_management

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 Annexes:

I was working on this website, named “Slack” for doing

all my related works in the organization and have
gathered all the required materials and pictures from here
only to make the report.

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