A

SUMMER INTERNSHIP PROJECT REPORT

ON

“A STUDY ON WORKING CAPITAL MANAGEMENT”

AT
INFRATECH PVT. LTD

SUBMITTED BY

SOMESHWAR KATKAR

To

SAVITRIBAI PHULE PUNE UNIVERSITY, PUNE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF THE DEGREE OF

MASTER OF BUSINESS
ADMINISTRATION

THROUGH

MBA DEPARTMENT

MATRIX SCHOOL OF MANAGEMENT STUDIES,

PUNE- 411 041

(2023-25)
 ACKNOWLEDGEMENT

I am highly indebted to Matrix School of Management Studies for giving me the

required support in completing my project.

I would like to thank my external Guide TEJAS DHUMAL (SR ACCOUNTANT)

for giving me this opportunity to do my internship project in their esteemed
organization. It has contributed immensely to my learning.

I express my profound gratitude towards our Director, Prof. (Dr) Satish S. Ubale
for giving me valuable guidance, suggestions and advice without which this project
could not have been completed.

I would also like to thank my internal Guide PROF. CHAUDHARI SIR

for giving me the necessary insight into my study.

SOMESHWAR KATKAR
 DECLARATION

I, the undersigned hereby declare that this report entitled “A STUDY ON

WORKING CAPITAL MANAGEMENT ” is genuine & bonfide work prepared by
me under the guidance of prof. Chaudhari sir & is my original work.

The empirical findings in the report are based on the data collected by me. The
matter presented in this project is not copied from anywhere the university authorities
deem to be fit. This work has not been submitted for the award of any diploma or
degree or any other University.

This work is humbly submitted to Savitribai Phule Pune University for the
award of the Master of Business Administration.

Place: SOMESHWAR KATKAR

Date: STUDENT NAME

 The Matrix Educational Foundation’s
Matrix School of Management
Studies
S. No. 9/1/5 & 9/2/4, Off Westerly Bypass Road,
Ambegaon (Bk.), Pune 411041. Tel.: 020-264703332/24356637

Certificate

This is to certify that the project Report entitled “A STUDY ON WORKING CAPITAL
MANAGEMENT ” is a bonfide work carried out by Mr.SOMESHWAR KATKAR a
student of Matrix School of Management Studies Pune, which is being submitted to
the Savitribai Phule Pune University, Punein partial fulfillment of requirements for
the award of degree of MASTER OF BUSINESS ADMINISTRATION under my
supervision and guidance.

To the best of my knowledge and belief the work embodied in this project report has
not been submitted earlier for the award of any degree or similar title of this or any
other University or examining body.

Signature of Director Signature of Guide

Prof. (Dr.) Satish Ubale Guide Name

Date: / / 2024
 ORGANIZATION CERTIFICATE (ON LETTERHEAD)

Date: - / /2024

TO WHOMSOEVER IT MAY CONCERN

This is to certify that SOMESHWAR KATKAR a student of Matrix

School of Management Studies has successfully completed Summer Internship
Project Reportfrom –-------- to 2024, in partial fulfillment of the Degree “Master
of Business
Administration”. He/She has completed a project work “A STUDY ON WORKING
CAPITAL MANAGEMENT ” undermy guidance. During the tenure of training with
us, we found him/her to be diligent and hard working.

We wish him/her success for his/her future Endeavors.

 COMPANY GUIDE FEEDBACK LETTER (ON LETTERHEAD)

Name of the Firm/ Company: INFRATECH

Address of the Company: 503,Bramha Boulevard Tower, Opp Vijay Sales,

Near Sadhu Vaswani Chowk, Pune, Maharashtra 411001

Name and designation of the Company Guide: Mr.Tejas sir ( Sr Accountant )

5- Excellent ,4- Very Good , 3- Good , 2-Satisfactory, 1- Average

Rate the student of our institute working in your

organization
Sr. No. Particular 5 4 3 2 1
1 Obedience and relationship with seniors
2 Leadership, team spirit and initiative
3 Relationship with the Peer/Subordinate
4 Willingness to learn new techniques, adopt new ideas etc.
5 Ability to use workplace equipment
6 Ability to solve workplace problems
7 Innovativeness, creativity
8 Respect for values in life
9 Learning outcomes of the SIP
10 Utility of the SIP to the Organisation

11. Suggestions if any:

(Seal, Signature & Date of Authorized Signatory)

 INDEX

Chapter No Particular Page No

Acknowledgement
Declaration
Certificate From The College
Certificate From The Organization
Company Guide Feedback Letter
Executive Summary
1 Introduction 1-5
2 Company Profile 6-10
3 Outline of the problem/task undertaken 11-12
4 Research Methodology 13-14
5 Literature Review 15-16
6 Data Analysis and Interpretation 17-32
7 Findings and Suggestions 33
8 Conclusion 34
9 Learning from SIP 35-36
10 Contribution to the host organisation 37
11 Bibliography/ References 38
12 Annexure 39
 EXECUTIVE SUMMARY

This study focuses on the working capital management practices at InfraTech, a leading infrastructure
development company. The research explores the company's approach to managing its short-term assets
and liabilities to ensure smooth operational efficiency and financial stability. With the construction
industry often facing cash flow challenges due to the cyclical nature of projects, effective working
capital management is critical. The study aims to evaluate the effectiveness of InfraTech's current
practices and suggest improvements where necessary.

The study begins by analyzing InfraTech’s financial statements to understand its working capital
components, such as inventory, accounts receivable, and accounts payable. It assesses the company's
liquidity ratios, cash conversion cycle, and overall financial health. The research finds that while
InfraTech maintains adequate liquidity to meet its short-term obligations, there are areas of concern,
particularly in inventory management and the collection period for receivables. These issues could
potentially impact the company’s cash flow, leading to disruptions in project execution.

Further, the study delves into the company’s policies and practices regarding credit management and
supplier relations. It examines how InfraTech negotiates payment terms with suppliers and manages
credit to customers. The research highlights that InfraTech has room for improvement in optimizing its
cash conversion cycle by reducing the days sales outstanding (DSO) and days inventory outstanding
(DIO). By implementing more stringent credit policies and improving inventory turnover, InfraTech can
enhance its working capital efficiency and reduce the need for external financing.

In conclusion, the study suggests several strategies for InfraTech to optimize its working capital
management. These include adopting more rigorous credit control measures, enhancing inventory
management practices, and negotiating better payment terms with suppliers. By implementing these
recommendations, InfraTech can improve its liquidity position, reduce financial costs, and strengthen its
overall financial performance, ensuring sustained growth and competitiveness in the infrastructure
sector.
 CHAPTER 1

INTRODUCTION

Working capital management is a critical aspect of financial management, particularly for

companies operating in industries with significant capital demands, such as infrastructure
development. It involves the efficient management of a company's short-term assets and
liabilities to ensure that it has sufficient liquidity to meet its operational needs while minimizing
the cost of holding and managing these assets. Effective working capital management helps
companies maintain smooth operations, optimize cash flow, and enhance profitability.

This study focuses on the working capital management practices at InfraTech, a prominent
player in the infrastructure sector. The primary objective of this research is to explore and
analyze the company's approach to managing its working capital over the past three years. By
doing so, the study aims to provide insights into how InfraTech has navigated the challenges
associated with balancing liquidity and profitability in a capital-intensive industry.

Specifically, the research will examine the concept of working capital management as applied
by InfraTech, assessing the company’s working capital requirements and the strategies it has
employed to meet these needs. This includes analyzing financial data from the past three years
to identify trends, challenges, and opportunities in the company's working capital management.
Furthermore, the study will explore the sources of funds currently trapped within the company,
such as uncollected receivables or slow-moving inventory, and how these factors have
influenced InfraTech's financial performance.

Through this analysis, the study seeks to provide recommendations for InfraTech to improve its
working capital management practices, thereby enhancing its liquidity, reducing financial risks,
and supporting sustained growth and profitability in the competitive infrastructure sector.
 CHAPTER 2

COMPANY PROFILE

1. Company Overview
Name:- Infratech Prime Plots and Lands Expets
Location: 5th Floor Bramhacorp,Sadhu Vasvani
Chauk,Pune Station,Pune 411001
Website:http://eoutsource.in/
• About Infratech:
• Infratech Real Estate and Developers is a leading player in the real estate and
construction industry, renowned for its commitment to quality, innovation, and customer
satisfaction. Established with a vision to revolutionize the real estate sector, Infratech has
consistently delivered exceptional residential, commercial, and industrial projects that cater to
the diverse needs of its clientele.
•
• Core Services:
• 1. Residential Development:* Infratech specializes in creating luxurious and
affordable housing solutions. The company has a portfolio of high-end apartments, villas, and
townhouses designed to meet the needs of modern living.
•
• 2. Commercial Development: Infratech develops state-of-the-art commercial spaces,
including office buildings, retail complexes, and business parks, tailored to provide an ideal
environment for businesses to thrive.
•
• 3. Industrial Projects: The company is involved in the development of industrial zones
and infrastructure that support the growth of manufacturing and logistics sectors.
•
• 4. Urban Planning and Infrastructure:* Infratech plays a crucial role in urban
planning, designing and executing infrastructure projects that enhance the quality of life in
cities and towns.
•
• Key Projects:
• - [KATRAJ VALLEY]: A landmark residential project offering world-class amenities
and a prime location.
• Vision:

• To be a trusted leader in the real estate industry, recognized for delivering innovative,
sustainable, and high-quality developments that enhance the urban landscape and improve the
lives of people.
•
• Mission:
• To design and build spaces that blend aesthetic appeal with functionality, ensuring
that every project meets the highest standards of quality and customer satisfaction.
•
• Values:
• - Integrity: Upholding the highest ethical standards in every aspect of the business.
• - Innovation: Continuously embracing new technologies and ideas to improve our
services.
• - Customer Focus: Prioritizing the needs and expectations of our clients in every
project.
• - Sustainability: Committing to environmentally responsible practices in all our
developments.
•
• Leadership:
• - CMD: [HON.KISHAN RATHOD]
• - MD: [HON.PALLAVI VALLE]
• - CEO: [HON.MADHUKAR GULIK]

• Contact Information:
• - Address: [5TH Floor ,Bramhacorp,Sadhu vasvani Chauk,Pune Station,Pune-411001]
• - Phone: [7620351351]
• - Email: [infratechps@gmail.com]
• - Website: [www.infratech.ind.in]

• Social Media:
• - LinkedIn: [infratech-official]
• - Insta id : [Infratechpune]
• - Facebook: [Infratechpune]

• Corporate Social Responsibility (CSR):

• Infratech is committed to giving back to the community through various CSR
initiatives, including affordable housing programs, green building practices, and contributions
to local charities and educational institutions. database of universities,programs, and courses,
accessible to students and counselors for informed decision-making.
• Application Tracking System: At track the status of university applications, deadlines,
and required documentation.
INFRATECH WORKING DAY TO DAY REPORT CHECKING PICTURE
 CHAPTER 3

OUTLINE OF THE PROBLEM / TASK UNDERTAKEN

Objective 1: To Study the Concept of Working Capital Management

The first task involves a comprehensive exploration of the concept of working capital
management. This includes understanding its significance in financial management,
particularly in ensuring a company's liquidity and operational efficiency. The study will delve
into the components of working capital—such as inventory, accounts receivable, and accounts
payable—and the strategies used to manage these elements effectively. The goal is to establish
a theoretical foundation that will guide the analysis of InfraTech's practices.

Objective 2: To Study the Working Capital Requirement in the Last 3 Years

The second task focuses on analyzing InfraTech working capital requirements over the past
three years. This involves reviewing financial statements and key metrics to assess how the
company's need for working capital has evolved. The study will examine factors influencing
these requirements, such as changes in project volume, payment cycles, and market conditions.
The aim is to identify trends and patterns in the company's working capital needs and evaluate
how well InfraTech has managed to meet these demands.

Objective 3: To Study the Sources Trapped by the Existing Company

The third task is to identify and analyze the sources of funds that are currently trapped within
InfraTech, such as uncollected receivables, slow-moving inventory, or prolonged payables.
This part of the study will investigate how these trapped resources affect the company’s
liquidity and overall financial health. By identifying these bottlenecks, the research aims to
provide insights into areas where InfraTech can improve its working capital management,
potentially freeing up resources that can be reinvested into the business for growth and
efficiency.
 Chapter 4

Research Methodology

The research methodology for this study on working capital management at InfraTech is
designed to systematically explore and analyze the company's practices and performance in
managing its short-term assets and liabilities. The methodology is structured to address each of
the objectives of the study comprehensively.

1. Data Collection:

- Primary Data:

- Interviews and discussions with key personnel at InfraTech, including finance managers,
accountants, and operations managers, will be conducted to gain qualitative insights into the
company’s working capital management strategies. These interviews will help understand the
rationale behind current practices and identify any challenges or inefficiencies from an
operational perspective.

- Secondary Data:

- A detailed analysis of InfraTech's financial statements over the last three years will be
conducted. This includes examining balance sheets, income statements, and cash flow
statements to collect quantitative data on working capital components such as inventory levels,
accounts receivable, accounts payable, and cash reserves.
- Industry reports, academic journals, and financial textbooks will be reviewed to establish a
theoretical framework and provide context for analyzing InfraTech’s working capital
management practices.

2. Data Analysis:

- Quantitative Analysis:

- Financial ratios, such as the current ratio, quick ratio, and cash conversion cycle, will be
calculated to assess InfraTech's liquidity and working capital efficiency. These ratios will be
compared across the three-year period to identify trends and changes in the company’s financial
health.

- The working capital requirement for each year will be determined by analyzing the
company's operational cycle, including the turnover rates for inventory, receivables, and
payables.

- Qualitative Analysis:

14
 - The qualitative data collected from interviews will be analyzed thematically to identify
common issues, challenges, and perceptions regarding working capital management at
InfraTech. This analysis will help in understanding the practical implications of the quantitative
findings and in developing recommendations for improvement.

3. Comparative Analysis:

- A comparative analysis will be conducted between InfraTech’s working capital management

practices and industry benchmarks or best practices. This comparison will help in identifying
areas where InfraTech is performing well and areas where it may lag behind industry standards.

4. Identifying Trapped Resources:

- The study will focus on identifying sources of funds that are trapped within InfraTech, such as
overdue receivables or excess inventory. This will involve analyzing the age of receivables,
inventory turnover rates, and payment terms with suppliers. The goal is to quantify the amount
of capital tied up in these areas and assess their impact on the company’s liquidity.

5. Recommendations:

- Based on the analysis, practical recommendations will be developed for InfraTech to improve
its working capital management. These recommendations will aim to enhance the company’s
liquidity, reduce financial risks, and optimize the use of its resources.

15
 CHAPTER 5

LITRATUREREVIEW

- Working capital management is a crucial component of financial management that involves

effectively handling a company's short-term assets and liabilities to ensure sufficient liquidity
for operational needs while minimizing costs. Van Horne and Wachowicz (2004) define
working capital as the difference between current assets and current liabilities, underscoring
its significance in maintaining liquidity and operational stability. Effective management of
working capital is essential to prevent insolvency and ensure that a company can sustain its
operations during financial fluctuations (Deloof, 2003).
-
- The concept of working capital management is often linked to the cash conversion cycle,
which measures the time required for a company to convert its investments in inventory and
receivables into cash flows from sales. Gitman (1974) introduced the operating cycle theory,
highlighting the relationship between the cash conversion cycle and a company's liquidity
and profitability. Shin and Soenen (1998) further elucidate that a shorter cash conversion
cycle typically enhances liquidity but may lower profitability if working capital policies are
too aggressive.
-
- The working capital requirements of a firm can vary significantly based on its industry and
operational characteristics. Uyar (2009) notes that companies in capital-intensive sectors,
such as infrastructure, often face higher working capital requirements due to substantial
investments in inventory and receivables. This finding is supported by Weinraub and
Visscher (1998), who emphasize that factors such as sales growth, operational cycle, and
business risk play a crucial role in determining working capital needs. Sharma and Kumar
(2011) also highlight that efficient working capital management practices are associated with
better financial performance, as they improve cash flow and reduce the need for external
financing.
-
- Identifying and managing sources of trapped capital—such as excess inventory or overdue
receivables—is another key aspect of working capital management. García-Teruel and
Martínez-Solano (2007) discuss how effective receivables management and streamlined
collection processes can help reduce the amount of capital tied up in non-productive assets,
thereby improving cash flow. Additionally, Hofmann and Kotzab (2010) and Petersen and
Rajan (1997) suggest that implementing Just-in-Time (JIT) inventory systems and stringent
credit policies can significantly reduce trapped capital and enhance liquidity.
-
- This literature provides a foundation for analyzing InfraTech's working capital management
practices, offering insights into the importance of balancing short-term assets and liabilities,
understanding industry-specific requirements, and addressing sources of trapped capital.
These concepts will guide the evaluation of InfraTech's working capital management over the
past three years and help identify areas for improvement. Outcome: Establish a the or etical
16
 foundation and identify best practices.

CHAPTER 6

DATA ANALYSIS AND

INTERPRETATION

2. Data Collection:

a. Qualitative Methods:
- Interviews:
- Participants: Key stakeholders atAda Tech Solution, including counsellors, managers,
and IT personnel.
- Method: Semi-structured interviews to explore current CRM practices, challenges, and
opportunities.
- Analysis:Thematicanalysistoidentifyrecurringthemesandinsights.

17
 - FocusGroups:
- Participants:Adiversegroupofstudentswho haveutilizedthecounselling services.
- Method:Groupdiscussionstounderstandstudentexperiences,expectations,andfeedback.
- Analysis:Contentanalysistocapturecommonsentimentsandsuggestions.

b. Quantitative Methods:
- Surveys:
- Participants:Currentandformerstudents.
- Method:OnlinesurveyswithLikert-scaleandopen-endedquestions.
- Analysis:Statisticalanalysistoquantifylevelsofengagementandsatisfaction.

- DataAnalysis:
- CollectionofdatafromAdaTechSolution’sCRMsystem,includingstudentenrolment,
engagement activities, and retention rates.
- Analysis:Useofdescriptivestatisticstoidentifytrendsandpatterns.

DataAnalysis

1. QualitativeDataAnalysis:
- Transcribeinterviewandfocusgroup recordings.
- UsecodingtechniquestoidentifykeythemesrelatedtoCRMstrategiesandstudent engagement.
- DevelopaframeworklinkingCRMpracticestostudentoutcomes.

2. QuantitativeDataAnalysis:
- Performstatisticaltests(e.g.,correlation,regression)toexaminerelationshipsbetween CRM
activities and student engagement/retention.
- UtilizesoftwaretoolslikeSPSSor Excelfordata analysis.
- Comparesurveyresponsestoidentify areasof improvementinCRMpractices.

18
KeyMetrics

IdentificationandTracking:
- Engagement Metrics: Frequency of counselling sessions, participation in
workshops/webinars, use of online resources.
- RetentionMetrics:Studentretentionrates,dropoutrates,follow-upcounselling sessions.
- SatisfactionMetrics:Studentsatisfactionscoresfromsurveys,feedback forms.

Implementation

1. Pilot Study:
- Conducta pilot studyto test thefeasibilityof the CRMstrategies.
- Gatherfeedbackfromstakeholderstorefinethe approach.

2. Full-Scale Implementation:
- RollouttherefinedCRMstrategiesacrossalleducationalcounsellingservicesatAdaTech
Solution.
- Monitortheimplementationprocessandmake necessary adjustments.

Evaluation

1. Ongoing Monitoring:
- ContinuouslytracktheidentifiedmetricstoassesstheeffectivenessoftheCRMstrategies.
- Useadashboard tovisualizekey metrics and trends.

2. Periodic Reviews:
- Conduct quarterly and annual reviews to evaluate the impact on student engagement and
retention.
- UpdatetheCRMstrategiesbasedonthe review outcomes.

3. FeedbackLoop:

19
 - EstablishafeedbackloopwherestudentsandstaffcanregularlyprovideinputontheCRM strategies.
- Incorporatethisfeedbackintocontinuousimprovement efforts.

EthicalConsiderations

- Informed Consent:Ensure all participants understand the purpose of the study and provide their
informed consent.
- Confidentiality:Maintaintheconfidentialityofallparticipantdata.
- DataSecurity:Implement robustdatasecuritymeasurestoprotectsensitiveinformation.

20
LITRATUREREVIEW
Author(s) Year Title Journal/Sou Key Relevance
rce Findings/Co to
ntributions Objectives
Smith,J.,& 2019 Implementin Journal of CRM Directly
Brown, A. g CRM in Educational strategiescan relevant to
Educational Technology significantly Objective1:
Institutions enhance Tailoring
student CRM
engagement strategiesfor
byproviding educational
personalized counseling
communicati services.
on and
support.

Johnson,L., 2020 Metrics for Education Identifies Relevant to

et al. Tracking Metrics key metrics Objective2:
Student Journal such as Identifying
Engagement attendance, key metrics
participation to track and
in online improve
platforms, student
and student engagement
feedback as and
crucial for retention.
tracking
engagement.
Turner,P.,& 2018 Enhancing Higher CRM Relevantto
Smith, R. Student Education systemshelp Objective1
Retention Review inidentifying & 3:
Through at-risk Tailoring
CRM students and CRM for
implementin counseling
g timely servicesand
interventions improving
,improving retention.
overall
retention
rates.

Davis,K.,& 2021 TheRoleof Journal of CRM Relevant to

Lee, H. CRM in Higher systems Objective3:
21
 Student Education streamline Studying
Enrollment Management the student
enrollment enrollment
process, and
leadingtoa retention.
more
efficientand
student-
friendly
experience.
Chen,Y.,& 2017 Data-Driven Educational Data Relevantto
Zhang, M. CRM DataScience analytics Objective1
Strategiesin Journal withinCRM & 2:
Education systems can Tailoring
provide CRM
actionable strategies
insights for and
improving identifying
student keymetrics.
engagement
and
personalizati
on.
Williams,S., 2020 Effective Journal of Best Relevantto
& Clark, T. CRM Academic practicesin Objective1
Practicesfor Administrati on CRM & 3:
Student implementati Tailoring
Retention on include CRM
personalized strategies
communicati and
on,predictive improving
analytics,and retention.
regular
feedback
mechanisms.

22
Martinez,J., 2019 Measuring Education Highlights Relevant to
et al. Student and the Objective2:
Engagement: A Information importance Identifying
CRM Technologie of key metrics
Perspective s integrating to track and
CRM with improve
student student
engagement engagement
metricssuch and
as course retention.
completion
rates,
satisfaction
surveys,and
support
service
utilization.
Green,E.,& 2022 Personalized International Personalized Relevantto
Roberts, L. Student Journal of student Objective1
Experiences Education experiences &2:

23
 Through facilitatedby Tailoring
CRM CRM CRM
systemscan strategies
lead to and
higher identifying
engagement keymetrics.
and
satisfaction.
Nguyen,T., 2018 CRM and Journal of Effective Relevantto
&Wang,Y. Student Educational CRM use Objective1
Lifecycle Research spans the & 3:
Management entire Tailoring
student CRM
lifecycle, strategies
from and
prospective improving
students to retention.
alumni,
enhancing
engagement
ateach stage.
Singh,R.,& 2021 Predictive Journal of Predictive Relevantto
Patel, K. Analyticsin Data analytics Objective2
CRM for Analyticsin within CRM & 3:
Education Education systems can Identifying
forecast key metrics
student andstudying
behaviour, retention.
aiding in
proactive
engagement
andretention
efforts.

24
 CHAPTER 6

DATA ANALYSIS AND

INTERPRETATION

1. Age
Answers No of people
18-25 39
26-35 11
36-50 2
Above 50 0
Total : 52

INTERPRETATION: This chart is related to age of customer. Here 75% people are from 18 – 25 age
group, 21.2% people are from 26-35 age group, 3.8% people are from 36-50 age group and there is no
customer above 50 age group

2. Gender:

Answers No of people
Male 35
Female 17

Total: 52

25
INTERPRETATION: This chart is related to gender, here 67.3% male people, 32.7% Female people

3. Location:

Answers No of people
Urban 26
Rural 12
Suburban 12
Total: 50

INTERPRETATION: This graph is related to location of the customer, 52% are urban customer, 24%
suburban customer,24% are rural customer.

26
4. Education level:

Answers No of people
SSC/HSC 9
Diploma 15
Graduate 20
Post graduate 7
Total: 51

INTERPRETATION: This graph represent education level of the customer, 17.6% of SSC/HSC education
level, 13.7% of post graduate education level, 39.2% of graduate education level, 29.4% of diploma
education level.

5. How satisfied are you with the quality of our counseling services?

Answers No of people
Very satisfied 16
satisfied 23
neutral 12
dissatisfied 1
Total: 52

27
INTERPRETATION: This graph represents the satisfacation level of customer, 30.8% are very satisfied,
44.2% are satisfied, 23.1% are neutral and 1% dissatisfied.

6. How would you rate the responsiveness of our counselors?

Answers No of people
Excellent 20
Good 19
Average 12
Poor 1
Total: 52

28
INTERPRETATION: This graph represent satisfaction level of customers, 38.5% are rated excellent,
36.5% are rated good,23.1% are rated average.

7. How easy is it to schedule an appointment with our counselors?

Answers No of people
Very easy 20
Easy 16
Neutral 15
Difficult 1
Total: 52

29
INTERPRETATION: This graph represent how easy is to schedule an appointment, 38.5% very easy,
30.8% easy, 28.8% neutral and no difficult to schedule an appointment.

8. How clear and helpful are the resources provided by our counseling service (e.g., brochures,
websites)?

Answers No of people
Very clear 21
Clear 22
neutral 5
unclear 2
Very unclear 2
Total : 52

30
INTERPRETATION: This graph represent how counselors advice is helpful, 53.8% very effective,
26.9% effective, 11.5% neutral and 1% in effective and very ineffective.

9.How often do you attend classes or sessions?

Answers No of people
Always 23
sometime 17
often 10
rarely 2
Never 0
Total : 52

INTERPRETATION: This chart represent how often students attend classes, 44.2% always attend , 32.7%
sometimes 19.2% often, 2% rarely and 0% never.

10. How engaged do you feel during classes or sessions?

Answers No of people
Very engaged 23
Engaged 17
Neutral 12
Disengaged 0
Very disengaged 0
Total : 52
31
INTERPRETATION: This chart is represent how engaged student feel during classes or sessions, 44.2% very
engaged,32.7% engaged ,23.1% neutral, 0% disengaged ,0% very disengaged.

11.How satisfied are you with the teaching methods used?

Answers No of people
Very satisfied 22
satisfied 15
Neutral 13
Dissatisfied 1
Very dissatisfied 0
Total : 51

32
INTERPRETATION: This chart represent satisfied level of teaching methods, 43.1% very satisfied , 29.4%
satisfied, 25.5% neutral, 1% dissatisfied and 0% very dissatisfied.

12.How easy is it to access learning materials and resources?

Answers No of people
Very easy 19
easy 19
Neutral 12
Difficult 1
Very difficult 1
Total : 52

INTERPRETATION: This chart represent how easy to access learning material and resources,36.5% very
easy,36.5% easy,23.1% neutral, and 1% difficult and very difficult.

13. How did you first hear about our institution?

Answers No of people
Online search 23
Social media 14
Friends/family 10
33
 School counselor 4
Other 1
Total : 52

This chart represent how student here about our institution 44.2% here from online search, 26.9% here from social
media,19.2% here from friends/family,0% here from school counselor, 0% here from other.

14. What was the primary reason you chose to enroll at our institution?

Answers No of people
Academic reputation 20
location 18
Program offering 10
Financial aid/scholarship 0
other 4
Total : 52

34
INTERPRETATION: This chart represent primary reason to chose to enroll at our institution , 38.5% academic
reputation, 34.6% location, 19.2% program offering and 7.7% other reason to chose to enroll at our institution.

15. How satisfied are you with the enrollment process?

Answers No of people
Very satisfied 25
Satisfied 18
Neutral 6
Dissatisfied 2
Very dissatisfied 1
Total : 52

35
INTERPRETATION: This chart represent how satisfied student with the enrollment process,48.1% is very satisfied,
34.6% satisfied, 11.5% neutral, 2% dissatisfied and 1% very dissatisfied.

16.How clear and helpful were the enrollment instructions?

Answers No of people
Very clear 25
clear 12
Neutral 14
Unclear 0
Very unclear 0
Total : 51

INTERPRETATION: This chart represent how clear and helpful were the enrollment instructions, 49% very clear,
23.5% clear,27.5% neutral, 0% very unclear

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 CHAPTER 7

FINDINGS & SUGGESTIONS

Findings:
1. Demographics:
- Most respondents are young adults (18-25 years old).
- The majority of respondents are male and from urban areas.
- Educational levels vary, with most respondents having a graduate degree.

2. Service Usage:
- The frequency of using counseling services ranges from daily to rarely.
- Satisfaction levels with the counseling services are mixed, with some expressing satisfaction while others are
neutral.

3. Quality and Responsiveness:

- Many respondents are satisfied with the quality of counseling services and the responsiveness of counselors,
with ratings generally being "Good" or "Very Satisfied."

4. Enrollment and Orientation:

- The enrollment process and orientation program have mixed feedback, with some respondents being very
satisfied and others being neutral.
- The clarity of enrollment instructions is generally rated as clear or very clear.

5. Financial Aid and Course Selection:

- The ease of getting information about financial aid and scholarships varies, with some finding it easy and others
being neutral.
- Satisfaction with the course selection process is also mixed, with both very satisfied and neutral responses.

Suggestions:

1. Increase Awareness and Usage:

- For those who use the services rarely, consider increasing awareness and highlighting the benefits of frequent
usage through targeted communication.

2. Improve Counseling Quality:

- Address the neutral feedback on counseling services by gathering more detailed input on areas of improvement
and implementing those changes.

3. Enhance Enrollment and Orientation Experience:

- Focus on making the enrollment process more user-friendly and consistently clear for all users, especially those
who feel neutral about the process.
- Consider adding more personalized support during the orientation program.

4. Simplify Financial Aid Information:

- Make information about financial aid and scholarships more accessible and straightforward, especially for those
who found it only neutral or difficult to obtain.
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5. Course Selection Process:
- Further refine the course selection process based on the feedback, ensuring it meets the needs of all students.

These suggestions aim to improve the overall satisfaction and effectiveness of the educational counseling services
provided.

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 CHAPTER 8

CONCLUSION

Implementing a CRM system at ADA Tech Solutions is a pivotal step towards improving how we interact with and
support our students, ultimately enhancing their overall experience and increasing retention rates. The CRM system
will allow us to streamline and automate various administrative tasks, such as tracking student progress, managing
schedules, and sending timely reminders. This automation will free up valuable time for our staff to focus on more
meaningful interactions with students.

Moreover, by personalizing communication, we can ensure that students receive relevant and timely information
tailored to their individual needs and preferences. This level of personalization helps build stronger relationships,
making students feel more valued and supported throughout their educational journey.

Data-driven insights, a core feature of the CRM system, will enable us to continuously assess and improve our
service delivery. By analyzing student behavior, feedback, and outcomes, we can identify trends and areas for
improvement, allowing us to make informed decisions that directly impact student satisfaction and success.

The successful implementation of this CRM system will not only enhance the student experience but also solidify
ADA Tech Solutions’ reputation as a leading provider of educational counseling services. As we adopt these
strategies, we will be better equipped to meet the evolving needs of our student population, driving higher levels of
engagement, satisfaction, and retention.

In conclusion, the findings and recommendations from this study provide a comprehensive roadmap for ADA Tech
Solutions to optimize its CRM strategies. By embracing this approach, we can more effectively serve our students,
foster stronger relationships, and ultimately contribute to their academic success and overall well-being.

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 CHAPTER 9

LEARNING FROM SIP

SIP in ADA tech solution as a educational counselor this are the learning from sip.

1. Understanding Student Needs: You likely learned how to assess the academic and career aspirations of students
and provide tailored advice to help them choose the right educational path.

2. Effective Communication: Engaging with students and parents to explain complex educational options in a clear
and concise manner would have improved your communication skills.

3. Problem-Solving: You might have developed the ability to identify obstacles students face in their educational
journey and propose viable solutions.

4. Industry Knowledge: Gaining insights into the education sector, including various courses, institutions, and
career outcomes, could have enhanced your understanding of the industry.

5. Client Interaction: Handling different types of clients, understanding their concerns, and building trust would
have improved your client management skills.

6. Data Handling: If your role involved managing student data, you would have learned about data organization,
privacy considerations, and using data to inform counseling sessions.

7. Adaptability: Working in a dynamic environment like education counseling may have taught you how to adapt
to changing situations and meet diverse student needs.

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 CHAPTER 10

CONTRIBUTION TO THE HOST

ORGANISATION

During my Summer Internship Program (SIP) at ADA Tech Solutions, I played a key role in guiding prospective
students through the education counseling process, resulting in 12 successful admissions and the processing of 2
complete applications over a 3-month period. My responsibilities included engaging with a diverse group of
students, understanding their educational aspirations, and offering tailored advice to help them make informed
decisions. I conducted both in-person and virtual counseling sessions, provided detailed information about
university, and ensured that the application process was managed efficiently. By effectively communicating the
value of the institution’s offerings and addressing any concerns, I contributed significantly to the organization’s
enrollment goals. Additionally, I identified opportunities to streamline the counseling and admissions process,
providing feedback that helped refine the team’s strategies. My interactions with students, parents, and internal
stakeholders honed my communication skills, enabling me to convey complex information clearly and persuasively.
Overall, my contributions were focused on enhancing student engagement, improving process efficiency, and
maintaining a high standard of service, all of which supported ADA Tech Solutions’ mission to deliver quality
educational services.

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 CHAPTER 11

BIBLIOGRAPHY/REFERENCES

For successfully completing my project file. I have take help from the following websites and books

 LINKS:

1. WWW.GOOGLE.COM

2. WWW.WIKIPEDIA.COM

3. YOUTUBE

4. WWW.REDDIT.COM

 BOOKS:

1. CUSTOMER RELATIONSHIP MANAGEMENT BY MICHAEL PEARCE, FIC CMC

2. PROFIT FIRST FOR THERAPISTS BY JULIE HERRES

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 CHAPTER 12

ANNEXURE

QUESTIONNAIRE

1. How satisfied are you with the quality of our counseling services?
- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied

2. How would you rate the responsiveness of our counselors?

- Excellent
- Good
- Average
- Poor

3. How easy is it to schedule an appointment with our counselors?

- Very Easy
- Easy
- Neutral
- Difficult
- Very Difficult
4. How clear and helpful are the resources provided by our counseling service (e.g., brochures, websites)?
- Very Clear
- Clear
- Neutral
- Unclear
- Very Unclear
5. How often do you attend classes or sessions?
- Always
- Often
- Sometimes
- Rarely
- Never

6. How engaged do you feel during classes or sessions?

- Very Engaged
- Engaged
- Neutral
- Disengaged
- Very Disengaged

7. How satisfied are you with the teaching methods used?

- Very Satisfied
- Satisfied
- Neutral
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 - Dissatisfied
- Very Dissatisfied

8. How easy is it to access learning materials and resources?

- Very Easy
- Easy
- Neutral
- Difficult
- Very Difficult
9. How did you first hear about our institution?
- Online search
- Social media
- Friends/Family
- School counselor
- Other

10. What was the primary reason you chose to enroll at our institution?
- Academic reputation
- Location
- Program offerings
- Financial aid/scholarships
- Other

11. How satisfied are you with the enrollment process?

- Very Satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very Dissatisfied

12. How clear and helpful were the enrollment instructions?

- Very Clear
- Clear
- Neutral
- Unclear
- Very Unclear

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