Project

On
An overview of an automated and manual organization
(Mithaiwala and B. Baria Sweets and Bakery)
SUBMITTED TO

Dr. Md. Rakibul Hoque

Associate Professor
Bangladesh University of Professionals

SUBMITTED BY
Rakibul Hasan Mahmud 19251079
Md. Tahmidur Rahman Kadery 19251031
28 October 2021
To
Dr. Md. Rakibul Hoque
Subject: Submission of Term Paper
Dear Sir,
It brings us great pleasure to share the term paper that was assigned to us as an important element
of our Bachelor of Business Administration (BBA) degree requirements at Bangladesh
University of Professionals. We made every effort to meet all of the standards of this term paper.
The aim of this term paper is to compare and contrast an automated organization (Mithaiwala)
and a manual organization (Local Sweetshop). It was fortunate that we were given the
opportunity to prepare this internship report under your supervision. This internship project has
proven to be a really excellent learning opportunity for us. We would want to express our
gratitude for your useful direction, consistent effort, and kind attention, all of which assisted me
in completing this term paper to a great extent. I'm hoping you'll take the time to assess our
performance and provide us with your expert opinion.

Sincerely yours,
Rakibul Hasan Mahmud
Student ID: 19251079
Bangladesh University of Professionals
 Acknowledgment
First and foremost, we would like to thank Almighty Allah for providing us with the strength and
patience required to complete this term on time. It was a terrific opportunity for me to gain
insight into a business or professional culture.
We would like to express our gratitude to my Mithaiwala external supervisors, Imran Hossain
(Assistant Manager), and the Sales Department team, for consistently providing us with all of our
needs.
We are also grateful to Ashiqur Rahman (Branch Manager) for providing us with the information
and direction we needed to write an insightful term paper. I'm also taking advantage of this
chance to express my gratitude to everyone with whom we collaborated.
 Executive Summary
The activities of two organizations are examined in this term paper (Automated and manual).
Mithaiwala (automated) is one organization, and a local sweet shop is another (Manual). The
goal of the term paper is to gain a sense of how satisfied customers are with the organization's
products/services and after-sales assistance. Throughout the research, we have attempted to
present information regarding the company's sales and marketing strategy based on our
observations. At the conclusion of the term paper, we offer some suggestions for improving the
overall effectiveness of these businesses. Their USPs in Mithaiwala include their Customer
Relationship Management system and the quality of their products. However, there is always
room for improvement. Because the client pool is continually growing, customer relationship
management is critical for any business. The happier the customers are, the more successful the
company will be.
Table of Contents
Automated Organization:
● Description of the organization
Description of Business Functions:
● Social Media Campaigns
● Accounting and Finance:
● HRM
The automated process
● How does it work?
Mithaiwala’s Database
● All Relevant Tables
ERP of Mithaiwala
CRM of Mithaiwala
● Key Functions of CRM in Mithaiwala
Indirect Sourcing
● Direct Sourcing
● Telecommunication and networking technologies
● Handling Customers complaint
Website/ E-Commerce
Tools and technologies available for safeguarding information resources:
Social Media and Digital Marketing
Overall Comments.
Manual Organization
 Description of the organization
 Describe business functions (i.e., Marketing, Accounting, HRM)
 Choose a business function which you are going to automate
 Requirement Analysis, As Is-To be
 Draw E-R Diagram and Develop relational database, Interface Design
 Suggest ERP, SCM and CRM. Analyze by using big R and small r.
 E-Commerce:
 Tools and Technology
 Social media & Digital marketing
 Overall Comments
Automated Organization:
‘Mithaiwala’

Description:
Company’s history:
‘Mithaiwala’ started its journey on 30 Oct, 2019 through launching a facebook page. They
offered premium quality sweets keeping the corporate class in their target at the beginning.
Several types of premium quality sweets (including the bengali traditional ones) were their
product. Mithaiwala now has branches in Dhaka including Banani, Gulshan, Dhanmondi and
Elephant Road. They take immense pride that their “Mithai” would never run out. Their
inventory management is designed in a way that allows them to cater at any volume whenever
needed.

The Slogan and Logo of Mithaiwala:

“The taste of tradition”

The Mission and Vision of Mithaiwala:

“Our mission is to let the customer have the Mithaiwala experience with our varieties of
innovative and traditional sweets.”

“Our vision is to be the best sweets and bakery shop where everyone will be welcomed as a
premium customer”
Company’s Products:
Source: https://www.facebook.com/themithaiwala/shop/
● Assorted Packs
● Reshmi Jillapi
● Mini Roshgolla
● Pista Paan
● Motichur Laddo
● Kaju Katli
● Gulab Jamun
● Mini Gulab Jamun
● Roshogolla
● Pera Sandesh
● Doodh Chomchom
● Beef Keema Samocha

Description of Business Functions:

Social Media Campaigns:
Mithaiwala markets their products exceptionally well on their social media platform (as that’s
the only channel that they stick to the most). They create content according to a certain plan that
focus mostly on the traditional days such as Durga Puja, Eid and etc. Their catchy contents grab
the attention of their targeted youth and more.

Accounting and Finance:

For accounting purpose, Mithaiwala uses “Quickbooks Online”. It is a cloud-based, meaning
they can log in from their PCs, Mac or mobile devices. By using this software Mithaiwala can
track its income and expenses, accept online payments, send estimates, create invoices, manage
bills, run reports, prepare for its taxes, and more. It costs approx 600BDT per user.
● Inventory management: This software helps Mithaiwala to keep an eye on inventory on
hand, which gets automatically updated whenever a product or service is purchased or
sold. This is why they are confident that they will never run out of their ‘Mithai’. It helps
to get real-time inventory values that are automatically adjusted in Mithaiwala’s balance
sheet and keep track of purchase orders from the raw material suppliers.

● Sales tracking: Track each item that Mithaiwala sells both online (through orders) and in-
store. Get daily sales, the creation and sending of invoices and sales receipts.
 ● Consolidated financial data: Consolidate and store Mithaiwala’s financial data in a
centralized location that it can access anywhere, anytime. Also, set up permissions so that
only the right people have access to that data.

Human Resource Management:

Even though there’s no set limit to hire employees, they do get employees whenever they need.
They have a set minimum wage of 8 hours shift 10000BDT-15000BDT. They do hire people
who have a decent background and an amazing communication skill. Most of their working
employees are so well behaved and they know their work. Moreover, for senior level of
executive they prefer graduates.
However, mithaiwala do take differently-abled people in their sister concerns; Chaatwala and
Kebabwala.

The automated process:

Like any other shope of modern days, Mithaiwala depends on automation too. Their sales and
accounting functions are automated with the help of “Quickbooks Online”

How does it works?

Create and Track Invoices:
QuickBooks will record the income and track how much each customer owes Mithaiwala
automatically. Seller (Mithaiwala) can view the number of its outstanding invoices—known as
its accounts receivable (A/R)—as well as how many days they’re overdue by running an A/R
aging report.

Keep Track of Bills & Expenses:

QuickBooks keeps track of the bills and expenses automatically by connecting Mithaiwala’s
bank and credit card accounts to QuickBooks so that all its expenses are downloaded and
categorized. If the employees need to track a check or cash transaction manually, they can record
it directly in QuickBooks in a few minutes.

Print Financial Statements for Mithaiwala’s Business:

By managing all its cash inflow and outflow activities in QuickBooks, one can print financial
statements that provide useful information about how Mithaiwala’s business is performing.
Mithaiwala can produce these three primary financial statements in QuickBooks with a few
clicks:
• Profit and Loss Report
• Balance Sheet Report
• Statement of Cash Flows

Track Employee Hours and Run Payroll:

Running its payroll through QuickBooks allows it to:
● Pay employees with a check or direct deposit
● Calculate federal and state payroll taxes automatically
● Have QuickBooks fill in the payroll tax forms for you
● E-pay your payroll taxes directly from QuickBooks

Mithaiwala’s Database:
Mithaiwala uses Oracle to operate a relational database system. Data and information are
organized as fields, records, and reports, and programming is used to manage them. Report
generation, a data area, update, request, and itemizing restrictions are all provided by a database
program, which is at the heart of a company information structure.

All Relevant Tables:

Database Products Table:
Products Laborers have the option to access and keep up as shown by their approval like stock
direct, order, charge, institutionalized tag, etc. This table keeps up the list of things, this has
various attributes of a solitary thing, for instance, concealing, Wight without having customer
custom field.

Database Product Variation Table:

For the genuine business to need a current items list will need sham items to show, one sort of
draft list. This dataset checks items that discharged the commercial center.

Database Product Rack Table:

Related items rundown consequently embeds this table.
Database Products Category Table:
This application is kept alive by the limitless item categorization. Making item class records is
possible after obtaining the approval of workers. This table can detect who makes decisions,
adjusts them, and deletes them.

ERP of Mithaiwala:
Mithaiwala is not using any ERP.

CRM of Mithaiwala
In Mithaiwala, they use software named EPS Mirror. In this software, they have all the
information about the total footfall, loyal footfall, total basket size, loyal basket size and loyal
sales contribution.
· Conversion: Conversion usually provides data about the new loyal customers. Conversion
means conversion from new customers to loyal customers.
· Total Footfall: Total footfall means the number of customers in a particular day has brought
from the Super shop in a particular outlet.
· Loyal Footfall: Loyal footfall means the ratio between the total number of customers and the
number of loyal customers. How many customers have used their membership card for the
transaction?
· Total basket size: The number of sales, they are getting from the customers
· Loyal Basket Size: The number of sales Mithaiwala is getting from their loyal customers.
According to the collected information, the sales from loyal customers are always high.

Key functions of CRM in Mithaiwala:

Reactivation of Lapsed Customer: Customers who have previously purchased but are unable to
do so for one month owing to a variety of factors. These categories of consumers were labeled as
Lapsed Customers in Mithaiwala. They connect with lapsed clients, listen to their concerns, and
strive to address them in order to reactivate them.
Minimization of Churn rate: The churn rate refers to the number of customers that have
stopped buying from Mithaiwala. Mithaiwala has put up a variety of activities to re-engage
previous clients.
Phone-call: Most of the time, clients are reached via phone. Calling consumers is the quickest
way to communicate with them.
Managing goodwill of the company: Effective complaint management is a critical component
of providing high-quality service to clients. Mithaiwala offers a user-friendly mechanism for
acknowledging their mistakes, and they take steps to identify and clarify the problems.
Supply Chain Management of Mithaiwala: People from all occupations tend to buy varieties
of sweets from one sweet shop. Mithaiwala’s supply chain management consists mostly of two
forms of sourcing, as explained below.

Direct Sourcing:
Mithaiwala does the production directly with their own people. They hire certain people to
ensure their proper inventory management and production.

Telecommunication and networking technologies:

Mithaiwala’s MIS (Management Information System) department developed software called
EPS, which could offer real-time sales data from each stores. The program also offers statistics
on sales and the size of regular consumers' baskets, which helps them to increase sales and
maintain a good brand value.

Handling Customers complaints:

One of the most important aspects of achieving customer satisfaction is dealing efficiently with
client complaints. People nowadays rate a superstore based on their experience. Good customer
service and positive word-of-mouth (WOM) are significant factors in forming a brand's image in
the eyes of potential consumers. Any form of criticism is welcomed by Mithaiwala since it
allows them to enhance their service. They generally treat client complaints more courteously
and strive to resolve the issue as quickly as feasible. The following is their customer complaint
management procedure:

Website/E-Commerce:
They don’t have a website or e-commerce service.

The tools and technologies available for safeguarding their

information resources:
Mithaiwala protects its data and information with the antivirus "Kaspersky Anti-Virus."
Mithaiwala may utilize Kaspersky Anti-Virus for real-time protection, detection, and removal of
viruses, trojans, worms, spyware, adware, keyloggers, malicious tools, and auto-dialers, as well
as rootkit detection and removal. Furthermore, Kaspersky Anti-Virus uses password access
prompts to prevent malware from deactivating protection components and modifying internal
settings without user consent. It also checks incoming instant messenger and email traffic, bans
links to known malware-hosting sites automatically while using Internet Explorer or Firefox, and
provides free technical support and program upgrades during paid-subscription periods.
Social Media and Digital Marketing:
Mithaiwala has a Facebook page where they post updates on current promotional deals,
discounts, and modern design collections. On Facebook, you may see photos from photo shoots
as well as brochures with prices. Mithaiwala advertises itself on Facebook by boosting posts.

Overall Comments:
Software needs to be upgraded and made more efficient for Mithaiwala. Getting information
from the servers might take a lengthy time at times. Mithaiwala employs EPS software to keep
track of their loyal customers' details as well as real-time sales statistics. When employees log in
from various stations and deliver different data instructions. The servers were unable to manage
the traffic, resulting in an error when downloading the files. I am required to use the EPS
software during my internship programs. We've utilized the program to obtain data on the sales-
sales-number of items. It might accept to two hours to obtain information about a single
provider. As a result, suppliers may have to wait longer for sales data on their products. The task
will be completed faster if the program is updated.

Manual Organization

1. Description of the organization

Organization: B. Baria Sweets and Bakery

Type: Manual
A confectionery store “B. Baria Sweets and Bakery” is situated in Goran serving the locality
with their variety of sweets and bakeries. They have a strong local presence with their strong
Word-of-Mouth Marketing. They follow manual procedures in their transactions, marketing, and
accounting. They have Four employees and the owner also works there as manager. They don’t
have any online social media. For home delivery they have a contact number, and it is operated
by them. Overall, this store follows a non-automated procedure.
The items of this store are:
● Lal Mohon
● Kalo Jam
 ● Roshogolla
● Rosh Malai
● Chamcham
● Sada Chamcham
● Langcha
● Rajbhog
● Jilapi
● Gurer Jilapi
● Mishti Doi
● Tok Doi
● Nimki
● Bread
● Biscuits
● Chanachur
● Plain Cakes
● Soft Drinks

Top selling items from this list are Rosh Malai, Mishti Doi, Gurer Jilapi, Rajbhog & Bread. The
customers from this vendor are from Khilgaon and Bashabo zone specifically. They have 4
employees. Two of them are the main chef and others are for serving and maintenance. The
owner operates the sales. They don’t have any branch in other areas.
2. Describe business functions (i.e., Marketing, Accounting, HRM)

The benefit of being a small independent shop is that there’s a large portion of sweet lovers who
prefer to purchase from local businesses. Most of their customers are from the neighborhood. So,
Word of mouth plays a vital role for more sales of the store. For Marketing if WOM gets spread
from the local customers, the vendor gets customers from far away. As a local business and a
small shop, they are using the traditional accounting system. They give a handwritten token for
each order and manually calculate sale and revenue. It creates a major problem as the seller
doesn’t know how many transactions have taken place. The owner himself stays and recruits the
employees. Owner said that he had to hire people by analyzing their previous work experience.

3. Choose a business function which you are going to automate

Problem: The owner told me that he faces difficulty manually because at times there are a lot of
transactions, and it becomes hard for them to put up with the load manually. Also, a lot of
customers transact “on credit” and forget to pay the due bill. Also, as they don’t have any social
media so people outside that specific zone don’t know much about them.
Solution: I think I would like to implement automation in “Accounting and Marketing”
departments Because the store doesn’t use any software/technology to address transactions. They
keep it manually. That will help them to have new business opportunities. This whole automated
process will reduce the time consumption and huge calculation process. Also, they should start
Social Media Marketing for a good reach, brand awareness and to generate more sales.

4. Requirement Analysis, As Is-To be

After having a conversation with the owner of the shop, we got to know his future plan with the
shop and problems he faces.
AS IS: The owner is maintaining a good customer relationship. The store has pretty good sales
as it’s very popular among its customers, but sales are decreasing. The area they cover is not
good enough to generate sales. Also, considering customer demands, they have home delivery
service and customers contact them via contact number.
TO BE: The Company is not automated in any department. They want to compete against other
local shops as they are lacking in Marketing and Accounting. Having been unoccupied with
technological support, they lost sales. So, they want to fill the gap by being automated. To
minimize the time consumption and calculation process, those manual systems can be replaced
with an automated information system. Including customer service, marketing, finance,
accounting, inventory etc. These are the benefits of an automated information system.
 5. Draw E-R Diagram and Develop relational database, Interface Design

Customer ID
Product ID
Customer
Custome name Product name
r

Customers Order Product Price

Description

Handles Stores

Store location

Location
Store name
address

Relational Database:
Product_ID Product_Name Product_Description Price

1 Chamcham 1 kg 250 tk

2 Mishti Doi 1 kg 200 tk

3 Roshogolla 2 kg 260 tk

4 Nimki 50 pcs 500 tk

Customer_ID Customer_Name Customer_Address

20210010 Daniels 97/2/B, South Goran

20210011 Alex 138/B, Khilgaon

20210013 Malcova 21/2/B, Goran jame mosjid

road

Product_ID Customer_ID Store_location

1 20210010 Goran

2 20210010 Goran

1 20210013 Goran

2 20210011 Goran

3 20210012 Goran

4 20210012 Goran

6. Suggest ERP, SCM and CRM. Analyze by using big R and small r.
ERP: Small businesses like “B. Baria Sweets and Bakery” could be better served by considering
a business management solution that combines the best of cloud ERP and on-premises ERP
software like Toast. Toast is focused on helping small shops survive and thrive with the cloud-
based platform that gives them everything they need to simplify and grow their businesses across
point of sale, operations, digital ordering and delivery, marketing, payroll, and HR. Using Toast
can add great value to “B. Baria Sweets and Bakery”. For most confectionery owners, actually
investing in and deploying new technologies has historically proven anything but simple.

Supply Chain Management: Supply chain management means actively monitoring and
managing supply chains to maximize efficiency and profit. They can start “inventory cataloging”
which can be the first places to begin automation.  Also, the idea can also be implemented to
automate the vast center of the grocery store where the dry goods are stocked. Instead of them
pushing a cart through the aisle to get bread, rice, butter and all those items would be stored in a
machine that could assemble the orders for us.

Customer Relationship Management: As the shop has a single outlet and to update the system
to an automated version, they might benefit from a centralized customer information database
from collecting data about the guests to segmenting them based on various factors and providing
complete visibility into their sales pipeline. As they have a very strong presence in the locality,
they can also strengthen their position on social media. As the store has a Facebook, they should
BOOST their page in every social media site. They should give posts about their product variety;
promote them by announcing discounts in certain products.

Telecommunication & network Technology:

They don’t have any strong network systems. They tend to depend on mobile data. But the
vendor could set up a router to make sure they have a strong network. They can go online and if
that happens, they need to set up a strong network system. I would suggest they work more on
setting footsteps in the online area rather than depending on only a brick-and-mortar system.

7. E-Commerce:

They don’t have Facebook; they should have one page named “B. Baria Sweets and Bakery” for
home delivery service. They only have an intermediary for home delivery service. They totally
depend on their own employees. On the other hand, they don’t take online orders. But if they
have a Facebook page and they boost that regularly. They pay for boosting the page so that more
customers are willing to contact them. They have a contact number and then they deliver the
groceries.
8. Tools and Technology:
B. Baria Sweets and Bakery does not have any centralized system. They don’t rely on
computerized systems. I strongly suggest they set up a computer system and to protect them,
they need a security system. They should opt for:
● Provide firewall security for internet connection
● Keep backup copies of important business data
● Secure Wi-Fi networks
● Control physical access to computers and create user accounts for each employee
● Limit authority to install and use software

9. Social media & Digital marketing:

As they are not using social media Facebook, they need to opt for more online marketing by
creating and boosting their page and products. They need to open other social media such as
Instagram. They also need to be apt for their specific “Website”. By buying URL, Domain, they
need to expand their business over online platforms.

10. Overall Comments

B. Baria Sweets and Bakery is currently serving as a manual store with affordable but popular
products. If they decide to shift to an automated store, they must adopt some measures and
update their work using different software. This will not only make the work and processing
simpler and easier for the employees but will also be a great experience for the customers as the
process of ordering and receiving will become way smarter and accessible. By strengthening
their CRM, SCM they will be benefited in the long run. Also, they need to introduce variety,
economics of scope and economies of scale.