FI N AL R E P O RT

Organization: Bookmandu Nepal

180 Degrees Personnel: 180 Degrees Consulting- KUSOM Branch
Completion Date: June 4, 2016
 CO N T E N T S

1. Task
2. Initial Situation
3. Decision Makers
4. Other Stakeholders
5. Constraints
6. Project Scope
7. Success Criteria
8. Project Output
 1 . TAS K

The task of 180 Degrees Consulting - KUSOM was to create an organizational policy, the
suggested organizational structure from a perspective of future orientation for Bookmandu
Nepal in order to smoothen the functioning of the organization and establish and maintain a
strong presence in the communities that it serves.

2 . I NI T I AL SI T UAT I O N

Bookmandu Nepal wishes to establish itself as an organization with social benefits and also
attract the right volunteers who will continue to help the organization with its day to day
activities and all types of projects it undergoes. Currently, the organization does not have
formal organizational structure and has a number of volunteers from its established library in a
community. The organization opts to draw some volunteers from the universities that offer
social work in their course or locals who are interested to get engaged in the social cause.
Mainly, the organization lacks volunteers who could dedicate their time and help out with the
running of the activities. Regarding communication, Bookmandu Nepal has not done a
marketing campaign in the past. But it does have a web presence via Facebook page and
BlogSpot. These methods are used to update about the activities it has done and the projects it
gets involved into. Currently, Bookmandu Nepal believes that word of mouth is the way that it
has attracted most of their donors and current volunteers. But the major hindrance i.e. low
number of volunteers is caused by the lack of awareness and chances of not being accepted by
within the community it has its presence in.

3 . D EC I SI O N M AK E R S

Suman Khatiwada, the President of Bookmandu Nepal and Ms. Kiran Karjit are the primary
decision makers in the organization for this particular project.

4 . OT H E R STAK E H O L D E R S

The projects that Bookmandu Nepal engages in would not only effects the organization but also
its volunteers and donors and the communities it serves.

5 . C O N ST R AI NT S

Like most nonprofit organizations, Bookmandu Nepal uses most of its resources to directly
benefit those in need; therefore, budgetary issues are a constraint of concern during this
project. Bookmandu Nepal also has a very small number of staffs, thus, the workload and
implementation must also be considered. Since Bookmandu Nepal has not had previous
experiences with marketing campaigns as such, there may be resistance from within the
organization that may prove to be a constraint as well.

6 . P RO J EC T S CO P E

180 Degrees Consulting – KUSOM will formulate and suggest Organizational Policy and an
organizational structure as per the assumption on the growth of Bookmandu Nepal.
 7 . SUC C ES S C R I T E R I A

This task for 10 Degrees Consulting - KUSOM will be a success if Bookmandu Nepal sees an
increase in number of volunteers, members, projects etc. Also, an increase in clarity about
organization’s policy on different activities the members of the organization need to perform
would translate to the success of this project.
8 . P RO J EC T O U T P U T

All the output generated by 180 Degrees Consulting – KUSOM i.e. the policies and the
organizational structure for Bookmandu Nepal has been annexed to this report.
[Page left intentionally blank.]
 Bookmandu Nepal

Policy Manual
2016

[Submitted to Bookmandu Nepal as the primary document of the Consulting project. Submitted Date: 4th
June 4, 2016]
Table of Contents
Section 1: Bookmandu Overview
1.1. About Bookmandu Nepal
1.1.1. Vision
1.1.2. Objectives
1.1.3. Target Groups
1.1.4. Nature of Projects
1.2. Bookmandu Nepal’s Organizational
Structure
Section 2: Administration
2.1. Constitution
2.1.1. Familiarity with Constitution
2.1.2. Changing the Constitution
2.2. General Meetings
2.2.1. Annual General Meetings
2.2.2. Special General Meetings
2.2.3. Quorum
2.2.4. Agenda
2.2.5. Nomination of Executives
2.2.6. Proxy
Section 3: Standards, Rights and
Responsibilities
3.1. Service Standards
3.2. Code of Conduct
3.3. Organization’s Rights and
Responsibilities
3.4. Staff Rights and Responsibilities
3.5. Volunteer Rights and
Responsibilities
3.6. Advisory Committee Rights and
Responsibilities
3.7. Policy on Conflict of Interest
Section 4: Service Management
4.1. Management Committee
4.2. Staffs and Volunteers
4.2.1. Recruitment and Selection
4.2.2. Trainings
4.2.3. Registration of Members
4.2.4. Expulsion of Member
4.3. Responsibilities of All Members
4.3.1. Legal Responsibilities
4.3.2. Attendance at Meetings
4.3.3. Responsibilities of President
4.3.4. Responsibilities of Vice President
4.3.5. Responsibilities of
Administrative Officer
4.3.6. Responsibilities of Program
Manager
4.3.7. Responsibilities of Finance
Executive
4.3.8. Responsibilities of Marketing
Executive
4.4. Management Committee Meetings
4.4.1. Attendance
4.4.2. Agenda
4.4.3. Quorum
4.4.4. Role of Coordinator at
Management Committee
Meetings
Section 5: Service Delivery
5.1. Principles of Service Delivery
5.1.1. Services Provided
5.1.2. Target Groups
5.1.3. Service Standards
5.2. Client Rights and Responsibilities
5.2.1. Clients Rights
5.2.2. Clients Responsibilities
 5.2.3. Privacy and Confidentiality
5.2.4. Clients Rights to Access
Information
5.2.5. Client Participation and Decision
Making
5.2.6. Complaints Procedure
5.3. Service Delivery
5.3.1. Project Structure and Decision
Making
5.3.2. Service Planning
5.3.3. Human Resource Management
5.3.4. Quality Improvement
Section 6: Funding
6.1. Summary of Funding
6.1.1. Financial Accountability
6.1.2. Information to be Maintained by
Service Providers
6.1.3. Data Collection
6.2. Fund Raising
6.2.1. Sponsors’ Requirements
6.2.2. Fund Raising Strategies
Section 7: Financial Management
7.1. Financial Responsibilities
7.1.1. Responsibilities of Committee
7.1.2. Responsibilities of Financial
Executive (Treasurer)
7.1.3. Responsibilities of
Administrative Officer
7.2. Financial Management Process
7.2.1. Accounting Standard
7.2.2. Budgeting
7.2.3. Recording
7.2.4. Banking
7.2.5. Income
7.2.6. Recurring Payments
7.2.7. Petty Cash Fund
Section 8: Office Procedure
8.1. Hours?
8.2. Filing
8.2.1. Storage
8.2.2. Storage Cabinet Keys
8.3. Mail
8.4. Equipment
8.4.1. Use of Equipment
8.4.2. Periodic Maintenance
8.4.3. Client Equipment
Section 9: Records Management
9.1. Document Control
9.1.1. Policy and Procedures Manual
9.1.2. Access to Policy and Procedures
Manual
9.1.3. Updating Policy and Procedures
Manual
9.2. Client Information
9.2.1. Storage of Client Information
9.2.2. Clients’ Access to Information
9.3. General Information
9.3.1. Staff Records
9.3.2. Staff Access to Staff Files
9.3.3. Computer Records
9.3.4. Accounts Information
9.3.5. Filing System Index
Section 10: Continuous Improvement
10.1. 360 Degree Feedback
10.1.1. Client/Community Feedback
Procedure
10.2. Staff Feedback
10.2.1. Feedback Methods
10.2.2. Incident/Accident Report
 Section 1: Bookmandu Overview

1.1 About Bookmandu Nepal:

Bookmandu Nepal is a non-government organization with the aim to make a functioning network of
donors and receivers of books stored idly in homes.

1.1.1 Vision:
The vision of Bookmandu Nepal is to break the cycle of illiteracy by knowledge sharing via community
engagement.

1.1.2 Objectives
Bookmandu pursues to achieve following objectives:
1. To provide free books to poor and diligent students.
2. To collect old books for distribution
3. To conduct exhibition for awareness of books value and its price.
4. To inspire the Nepalese community to set a culture of reading books.
5. To build libraries in rural and remote areas of Nepal.
6. To develop and encourage volunteering culture.

1.1.3 Target groups:

The main target group of Bookmandu is categorized into two segments: geography and socio-
demography.
 Geography:
Bookmandu Nepal places its focus on both rural and urban areas of Nepal as its target locations
of operation.
 Socio-demographic:
Age Groups– The organization seeks to serve children, youths and senior citizens who yearn to
learn.
Income Level– People with low and moderate incomes will remain the primary target groups the
organization seeks to serve.

1.1.4 Services provided:

Bookmandu Nepal provides the following services
i. Conduct book collection programs
ii. Establish community libraries and book depositories
iii. Conduct book distribution to the less fortunate people

1.2. Organizational Structure of Bookmandu Nepal:

Bookmandu Nepal will follow the following organizational structure:
The Secretary of the organization shall lead the General Administration Department. Similarly, the
Treasurer of the organization shall lead the Finance Department.

Section 2: Administration

2.1 Constitution
It is the fundamental document of the organization according to which the organization is to be
governed. It is legally binding on all the executive and members of the organization and the activities
they perform.

2.1.1 Familiarity with constitution

Every member must have knowledge about the constitution of the organization.

2.1.2 Changing the constitution

The constitution can be amended if the majority (more than 50%) of the members proposes for it. It can
be changed if it is passed by more than two thirds of the general meeting members.

2.2 General Meetings (GM):

General meetings is a significant event for organization. Every member is invited to the GM. GM
includes:

2.2.1 Annual General Meetings (AGM)

It is to be conducted once every year.

2.2.2 Special General Meetings (SGM)

If 1/4th of the members ask for the special general meetings specifying the reasons, then the
meeting must be called compulsorily within 7 days.

2.2.3 Restrictions
Another General Meeting cannot be conducted within the 6 months of general meeting
and/or special general meetings.

2.2.4 Quorum
Majority of the members (i.e. 51%) must be present at the general meetings. If the majority
(i.e.51 %) of the members isn’t present at the meeting, then the 7 days grace time is taken
for the circulation of information on the next general meeting.

2.2.5 Agendas
2.2.5.1 Publication/Notification
For conducting the AGM, the notice must be given to general members 15 days before
the meeting date. And, while conducting the SGM, notice must be sent to general
members 7 days before the meeting is going to be held.

2.2.5.2 Contents
The notice comprises of the date, time, place and topic of the discussion in the
meeting.

2.2.5.3 Approval
Any special resolutions requiring approval by the membership, such as changes to the
constitution or bylaws of the organization

2.2.6 Nomination of the executives

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 According to the nomination by the general meeting members, a 7 member committee is
formed.

2.2.7 Proxy
Any position holder can send his representative to general meetings for performing his
voting rights. This should be mentioned in the written form to the executives.

Section 3: Standard, Rights and Responsibilities

3.1 Service Standards

The services provided by Bookmandu Nepal will maintain following standards:
3.1.1 Within the scope of operations of the organization as specified in the constitution
3.1.2 Services provided are valuable to the community.
3.1.3 Within ethical and legal bounds of the society and the country Bookmandu Nepal operates
in.

3.2 Codes of Conduct

3.2.1 Every member of Bookmandu Nepal should adhere to the acts of the constitution of the
organization.
3.2.2 Every member should respect the confidentiality of sensitive information about the
Bookmandu Nepal, its members, constituents, donors, board and employees.
3.2.3 No member should affect the public confidence in the integrity or the reputation of the
organization.
3.2.4 No member should be associated with Bookmandu Nepal with the view of personal
benefits.
3.2.5 Every member should be committed to Bookmandu Nepal to their highest standard of
integrity and personal conduct of moral and ethics.
3.2.6 Every member should use the assets of Bookmandu Nepal for and only for the
organizational purpose.
3.2.7 No member can use the organizational funds for direct or indirect political contributions.
3.2.8 Every member of Bookmandu Nepal should be respectful of personal space and matters of
the stakeholders of the organizations.

3.3 Rights and Responsibilities of the Organization (Bookmandu Nepal)

Bookmandu Nepal entertains the following rights as a non-profit organization registered with
the Government of Nepal:
3.3.1 Act as an individual entity with perpetual succession
3.3.2 Transact in necessary activities as an individual entity
3.3.3 Enjoy legal rights as organizations formed under Government of Nepal
Similarly, the organization has the following responsibilities:
 3.3.4 Perform activities as mentioned in the Constitution of the Organization approved by the
Government of Nepal.
3.3.5 Take permission from the concerned government entity for operating outside the scope
defined on the Constitution
3.3.6 Work solely for non-profit purpose.

3.4 Rights and Responsibilities of Staff

Following are the rights staffs of Bookmandu Nepal have within their association with the organization:
3.4.1 Receive accurate information regarding the organization’s objectives, strategies, programs,
and tasks.
3.4.2 Receive remuneration for the jobs performed
3.4.3 Receive feedback and suggestions on the work done
3.4.4 Receive job training related to the scope of employment
3.4.5 Have the personal information to be kept confidential
3.4.6 Be seen as crucial member of the organization
3.4.7 Be given required guidance from the supervisor
Following are the responsibilities staffs of Bookmandu Nepal must fulfill within their association with
the organization:
3.4.8 Adhere to the Constitution, Policies, and Codes of Conduct of the organization
3.4.9 Actively participate in meetings of Bookmandu Nepal
3.4.10 Respect the rights of people you work with
3.4.11 Work only within the rights and authorities provided by the assigned supervisor(s)
3.4.12 Be reliable and punctual regarding the matters related to Bookmandu Nepal.

3.5 Rights and Responsibilities of Volunteers

Following are the rights that the Volunteers have within their association with Bookmandu Nepal
3.5.1 Receive accurate information about the agency
3.5.2 Receive a clear and comprehensive job description
3.5.3 Receive timely training related to the task assigned.
3.5.4 Be seen as belonging, through inclusion at meetings, social functions, etc.
3.5.5 Receive feedback on your work
3.5.6 Receive recognition for your contribution
3.5.7 Have your personal information be kept confidential
3.5.8 Be trusted with confidential information if it is necessary in order to do your job
Following are the responsibilities volunteers need to fulfill:
3.5.9 Adhere to the Constitution, Policy Manual, and Codes of Conduct of the organization
3.5.10 Respect the rights of people you work with
3.5.11 Work only within the rights and authorities provided by the assigned supervisor(s)
3.5.12 Be reliable and punctual regarding the matters related to Bookmandu Nepal.

3.6 Policies on Conflict of Interest

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Following are the conflict resolution processes for conflicts arising at different levels within the
organization:
3.6.1 Organization-Wide Conflict of Interest can be resolved by the process included in Article 9.1.
Kha in the Constitution of Bookmandu Nepal. The conflict can be resolved by the “Vote of
No Confidence” with the 2/3rd majority at the AGM. This process results in a change in the
executive members of Bookmandu Nepal.
3.6.2 Project Conflict of Interest can be resolved first by the Project Unit itself, which then is
transferred to the Project Coordinator allowing it to go further to the Program Manager.
The issue will be transferred to the Executive Committee if not resolved by the previous
procedures.
3.6.3 Interdepartmental Conflict of Interest can be resolved by the Executive Committee in
Management Committee Meeting.

Section 4: Service Management

4.1 Management Committee

The policies concerning the rights and responsibilities the management committee will be in accordance
with the constitution of the organization and the policies stipulated on Section 3 of this policy manual.

4.2 Staffs and Volunteers

Following are the policies regarding the recruitment and selection of volunteers and staffs, training the
personnel, handling of resignation of members, and conditions for expulsion of members:

4.2.1 Recruitment and Selection

The recruitment and selection policies will be based on the Nepal Labor Act 2050 B.S.
Recruitment of Volunteers
The volunteers to be recruited must be interested in book events, needs to have the feeling of selfless
deed and should be literate.
Staffs Recruitment
 Equal Employment Opportunities (EEO) must be considered regardless of race,
color, gender, religion, age, sexual orientation, national or ethnic origin, disability, marital status,
veteran status, or any other occupationally irrelevant condition.
 EEO is applicable during recruitment and advertising; hiring and job assignment; promotion,
demotion and transfer; layoff or termination; rates of pay and benefits; selection for training;
and the provision of any other human resources service.
Notice of Vacant or New Position
It is the responsibility of the vice president and the department heads to fill vacant positions as well as
new regular positions of the organization For all new positions, a job description shall be established and
include the following elements:
  Position Summary
 Description of Duties and Responsibilities
 Conditions of Work
 Qualifications Requirements
Notice of a new or vacant position must be approved by the Board before it is released publicly.
Interview and selection
For the recruitment and selection purpose, following rules are to be followed.
 Mandatory presence of the selection committee i.e. the president and the administrative officer
(HR manager)
 Divisional heads are to be involved as per the posts being recruited
 The candidates shortlisted will be based on the fulfilment of the criteria listed.
 The chosen candidates for the position will be eligible for interview by the selection committee.
 Panel interview has to be conducted for the recruitment
 The selection panel will meet before the date of the interviews to decide how they will conduct
the interview and to prepare the questions they intend to ask. The panel may decide:
- Whether to ask applicants to deliver a presentation
- Whether they should prepare it in advance of the day or on the day
- Whether to amend the questions or ask new ones to different applicants
 The questions should only be job-related
 The questions should not seek to obtain the following kinds of personal information about the
applicants:
- Religious or similar philosophical belief or political opinion
- Ethnicity, nationality or national origins
- Sexual orientation
- Health or disability
- Marital status or family status or whether the applicant has children or plans to have
children
 All applicants should be treated fairly during the interview and the marks awarded to them be
should fair and consistent.
 Reference check must be conducted in order to make sure about any past criminal records.
A list of the candidates chosen to be interviewed will be shortlisted by the Selection Committee. The
interviews will serve to make a final choice and also to establish a database of potential future candidates.

4.2.2 Trainings
 Trainings shall be provided to the executive members and department heads on a quarterly basis
or as per the need to adapt to a new system or a change.
 The organization must give a mandatory training to the new volunteers in order to help them
familiarize to the functioning of the organization.
 Based upon the analysis of the short term, long term goals of the organization, the possible
trainings must be identified and carried out.
 The trainings shall be conducted in the planned manner and in the order of importance.
4.2.3 Registration of Member

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As per the section 10 of the organization’s constitution, the rules of registration for all types of members
and their renewal are:
- General members:
 The registration fee for the new general members is Rs. 100
 Upon payment of annual fee of Rs. 125 and submission of application as per the prescribed
procedure.
 Renewal fee of Rs. 50 is to be submitted in a yearly basis
 The renewal fee has to be submitted within the last day of Chaitra of each year.
- Founding members:
 The committee members present during the issuance of the organization shall be declared as its
founding members.
- Lifelong members:
 On a submission of lump sum of Rs. 10,000, an application to the organization, and the decision
of the working committee, the applicant is provided with lifelong membership.
- Honorary member
 A social worker or prestigious and renowned person can be an honorary member based on the
decision taken on the annual general meeting (AGM).

4.2.4 Expulsion of Members

As per the constitution of Bookmandu Nepal, Section 9.1, following reasons will lead to the termination
of the members of Bookmandu Nepal.
 On an agreement of 2/3 of the members, any person’s membership can be cancelled as per the
genuine and verified reasons.
 If the resignation of any member has been approved.
 On any instance where the delinquency of any member has been proven by the court.
 Upon the violation of the organization’s rules and regulation.
 Not being able to clear the membership fees.
 Upon the liquidation of the organization itself.
 The honorary member cannot be involved in the expulsion procedure of any member.

4.3 Responsibilities of All Members

This section has further been subdivided into seven subsections as follows:

4.3.1 Legal Responsibilities

It is the duty of all individuals and organizations associated with Bookmandu Nepal to operate within
the bounds of the Law of Nepal.

4.3.2 Attendance at meetings

1. The total attendance of the employees at the meetings should be [X] times a month.
2. If 51% members are absent during the meeting, the meeting shall be postponed.
3. In the absence of President, Vice President shall take on the role of the head of the meeting. In
absence of both, the board members shall appoint one among themselves as the temporary fill-
in.
 4. A committee member who cannot attend a meeting should send an apology beforehand, citing
his reason for the absence.
5. The attendance sheet should be maintained by the Secretary

4.3.3 Responsibilities of President

1. Lead and conduct the committee meetings and conferences.

2. Give the deciding vote in the meetings.
3. Act as a representative or assign a representative on behalf of the organization.
4. Direct the vice president or secretary to call for any necessary meetings.
5. Delegate the works to the committee members.
6. Lead the organization.
7. Verify the reports of the departments of the organization.

4.3.4 Responsibilities of the Vice President

1. Assist the President.

2. Complete the responsibilities handed over by the President.
3. Lead the organization in absence of the President.

4.3.5 Responsibilities of the Administrative Officer

1. Maintain day to day financial, accounting, administrative and personnel services.

2. Report to the Director of Finance and assist with maintenance of cash control through
administrative procedures.
3. Oversee and implement administrative procedures
4. Ensure that the administrative activities are properly recorded and entered into the computerized
accounting system.
5. Co-ordinate acquisition of administrative services such as office space, supplies and security
services.
6. Review payroll reports.
4.3.6 Responsibilities of Program Manager
Program Manager is responsible for the planning, organizing, staffing and monitoring and
leading the rural and urban projects or events that is to happen or be carried out by the
organization.
Following are the general responsibilities of program manager:
i. Plan the program
 Prepare the blueprint of any event that is to take place in accordance with the
organizational goals and objectives
 Prepare a proposal including the details of the program.
 Approve the ideas that are presented by the program coordinators and turn in the
proposal to the President for formal approval.
 Estimate the budget required to support or carry out the program.

ii. Organize the program

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  Ensure the program activities operate within the policies and procedures of the
organization.
 Collectively document the program activities in both rural and urban areas.
 Collect and maintain the records of the sponsors and participants of the program.
 Ensure the program activities comply with all relevant legislation and professional
standards.
 Delegate the responsibilities to the program coordinators.

iii. Control the program

 Prepare regular event summaries and report them to the management.
 Report evaluation findings to the President; recommend changes to enhance the program
as appropriate.
 Monitor the program on an annual evaluation basis

4.3.7 Responsibilities of Finance Executive

Finance executive is responsible for fund management, record keeping and other financing
activities of the company as the leader of the Finance Department of the organization. Finance
department has the ultimate responsibility for the organization’s finances, ensuring they are
effectively used. The finance department is liable to perform the following duties and
responsibilities:
1. General financial oversight:
 Keep track of the day to day finances and record the financial transactions as per
their occurrence.
 Have knowledge about the valuation of the company’s assets and the creditors.
 Keep track on the ongoing cash needs as per the past experiences
 Ensure that the cash is available for the day to day transactions.

2. Recording financial transactions:

 Record the financial transactions and follow proper financial procedures.
 Set up appropriate book keeping and petty cash systems.
 Prepare cash flows, income statement and other financial statements as required.
 Ensure that accurate records of actual income and expenditure are maintained.
 Decide on security measures to ensure that the cash and cheque are not misused.
 Prepare and present the annual financial reports to the President.

3. Funding, fund raising:

 Manage the funds/donations received by the organization.
 Ensure that the funds received by the organization are used in accordance with the
governing constitution and also in accordance to the organization's rules.
 Ensure that the use of funds complies with the conditions set by the funding bodies
and not in other unofficial matters.
  Summarize the sources and usage of funds after the occurrence of any event

4. Financial planning and budgeting:

 Prepare budget for ongoing work and projects, in consultation with the
organizational managers.
 Work with managers to prepare the organization’s budgets and forecasts, and to
report back on the progress throughout the year.
 Use the information to plan staffing levels, asset purchases and expansions and cash
needs, before they become necessary.
 Present the prepared budget to the authority, the secretary and President for
approval.

5. Banking:
 In approval of the President, advise the process for the selection of banks or other
financial institutions the company should use and what type of bank accounts it
should have.

6. Control of fixed assets:

 Keep track of and proper control of the organization’s fixed assets (like major
equipment, plant, vehicles owned by the organization), its materials and supplies
(goods which are used up in running the organization).
 Ensure the proper financial records of the date of purchase of the property, its rents,
insurance policy and keep them updated.

4.3.8 Responsibilities of Marketing Executive

1. Conveying internal and external messages

Attention has to be paid to the messages that are being conveyed within the
organization. Strong internal communication means everyone feels valued and
motivated, whereas external messages means effective flow of information to affiliated
parties like donors and government.
 Internal messages could be circulated through Instant Messaging (IM), e-mails.
 External messages could be circulated through media, promotional activities.

2. Coordinate advertising and public relation activities

Activities surrounding advertising and public relations aim to spread the message of
organization, to solicit donations, and attract volunteers. Nonprofit marketing involves
the development of media campaign to expose the organization to an outside audience.
The steps involved in advertising are:
 Planning programs and services.
 Identify target market.
 Determine the objectives that a campaign should meet.

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  Implementing plan
 Evaluate the success of the plan

3. Perform promotional activities

Promotion keeps the service in the minds of clients. It involves ongoing advertising and
publicity.
Steps to perform promotional activities are:
 Advertising in the social networking sites like Facebook, YouTube etc.
 Exhibit the visibility of the organization in various social events.
 Involving with media and other interested parties

4.4 Management committee meetings

Management committee is responsible for ensuring that the organization is properly managed. For a
committee to do its job well it is important that committee meetings are held regularly and that they are
conducted in a structured and disciplined way.
4.4.1 Attendance
Attendance at the committee meetings can be helped by giving advanced notice of the
meeting to the committee members. It includes the copy of agenda and other important
papers to be referred to in the meeting. This allows members to prepare for the meeting
beforehand, thus, saving the time at the meeting.
 All committee members should be present in the monthly committee meetings.
 If 51% members are not present during the meeting, the meeting shall be
postponed.
 Vice President will conduct the meeting on behalf of President’s absenteeism
whereas, in absence of the President and the Vice president, the board shall appoint
one among themselves as the temporary fill-in.
 A committee member who cannot attend a meeting should notify the General
Administrator beforehand.
 Time attendance sheet should be maintained.

4.4.2 Agenda
It is a written list of all the business to be discussed at the meeting which includes time,
venue and objectives of the meeting. It helps to ensure that the discussion sticks to the
point and that important things do not get forgotten.

4.4.3 Quorum
Quorum is the number or proportion of the members of an organization that must be
present in order to pass any decision. A meeting cannot start until there is a minimum
number of voting members. Decision can only be passed when there is minimum 2/3rd
votes.
4.4.4 Role of Coordinator at Management Committee Meetings
The General Administrator (Secretary) of the organization acts as the coordinator at the
management committee meetings. The coordinator is responsible for conducting the
meeting and preparing minutes during the meeting. Minutes are written record of what
takes place at a committee meeting. It is a reminder of what was agreed for those present
and a useful summary for anyone who missed the meeting. Attendees should sign minute.
The report for the final decisions of the meetings should be turn in to the concerned
department.

Section 5: Service Delivery

5.1 Principles of service delivery

The service that Bookmandu Nepal will be within the bounds of the constitution and the law of the nation,
the constitution of the organization itself, and the policies in this policy manual.
5.1.1 Services Provided
Refer to the Section 1 of this manual to learn more about the nature of the services provided by the
organization
5.1.2 Target Groups
Refer to the Section 1 of this manual to learn more about the target groups the organization seeks to
serve.
5.1.3 Service Standards
Refer to the Section 3 of this manual to learn more about the services standards the organization
seeks to maintain.

5.2 Clients’ Rights and responsibility

There are two types of target groups identified by this organization- the donors and the recipients (also
referred to as clients). The one who donates books or sum of money is the donor and the ones who
receive the donations are the recipients.

5.2.1 Clients Rights

Clients reserve the rights to:
1. Ask for up to date information about the status of the project that involves them.
Clients do not reserve the rights to:
1. Seek financial and staff details of the projects that they might or might not be associated with.
2. Seek special benefits for the services they provide or receive.
3. Show biases towards any social groups on the project site.

5.2.2 Client Responsibilities

These are the duty or task that clients and recipients are obliged to do:
1. Provide the materials or information within the specified time period
2. Make sure that the provided goods are in good condition
3. Inspect and ensure that provided materials are useful and add value to the society

5.2.3 Privacy and confidentiality

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 Bookmandu Nepal remains sensitive towards the privacy and confidentiality aspects of the
clients the organization works with. As such, all the sensitive information are to be encrypted
and protected with required measures to ensure the sanctity of the information.

5.2.4 Clients rights to access information

Clients have certain rights and limitations to the access of information about the projects,
donors, funds, etc. As mentioned above in Section 5.2.2, clients have rights to access general
information about the project (e.g. time schedules), but not the specific information
surrounding the project (e.g. amount of funds involved, background of the donors, etc.)

5.2.5 Clients participation and Decision-making

Certain cases necessitates the participation of clients in decision making regarding the
organization’s programs and projects. In such situations, the organization will contact specific
representative(s) from the target group of the location of the project and move forward with the
decision making process.

5.2.6 Complaints Procedure

Clients reserve the right to lodge complaints against the deviation of the works of the
organization from the service standards stipulated in the policy. The complaints must be made
formally, in writing, addressed to the President of the organization directly. The President will,
then, decide how to proceed with handling that specific complaint.

5.3 Service delivery

5.3.1 Project Structure

The projects of the organization will are categorized into two types:
1. Core Activities: Library establishment, Book distribution and depositories
2. Other activities include the activities that the organization performs in order to provide
additional value to the society that are not encapsulated by our objectives and are not for
profit.
All the projects (rural and urban) are handled by the respective Project Managers. The roles of the
projects’ teams depend on what kind of project it is. Some common project roles related to projects are
mentioned below:
 Team Leader
Project manager chooses the team leader for the project as per the competency of a person.
Team leader provides the team with a vision of the project objectives and proposes departments
to fulfill the required roles as per the project.
 Finance
Required personnel is/are appointed to manage the finances of the project. The personnel will
be responsible for handling the petty cashes only. The large amount transactions are to be done
by the approval of the Finance Manager.
 Communication
The personnel is responsible to collect, store and disseminate the progress about the project to
the concerned parties.
  Human Resources
The personnel is responsible for training, allocating, appraising and compensating the staffs, and
of attending to their related concerns.
 Marketing
The personnel is responsible for maintaining the public relationship if the project requires
external attention.
 Project Quality Assessment
The personnel is responsible to check, control and correct the service quality and standards of
the project activities.
 Administration
The personnel is responsible for governing the day to day operation of the project.
 Logistics
The personnel is responsible for handling physical resources needed for the project.
 Volunteers
The personnel follow the guidelines provided by their respective supervisor.

Program/Project Decision Making

After the selection of new projects through the approval of President, the project is handed over to the
Program Manager. The Program Manager, then, assigns the project to the relevant Project Manager who
will form a team for completion of that specific project.
Project leader is appointed and given a fixed area of scope, authority and power. Any decision regarding
the project will be done by the project leader with approval from the team. The issues of finance, human
resources and any other area of the project will be handled by the Project Leader.
In case the decision is out of scope of Project Leader, the Program Manager has to make the decision. If
not solved or if out of scope of Program Manager, the decision is done by the President of Bookmandu
Nepal.

5.3.2 Service Planning

Following are the general steps to be considered when planning a service:
1. Understand the problem the organization is trying to solve
While taking up any project, understand as why the project is being conducted and the
consequences it has.
2. Define the project’s scope, deliverables, standards, and deadlines
The criteria the project should meet and the working areas (geographic, socio-demographic) of
the project must be clearly defined. The project manager of the organization selects a project
leader and subsequently, the project teams are decided as per the projects. The project must be
conducted and delivered at high standards.
3. Design the project in order to meet the standards and deadlines
Setting the project’s objectives, forecasting the project’s budget and deciding the actual content
must be done.

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 4. Implement the project
The project is then conducted as per the project design created in preceding step.
5. Evaluation and feedback
Following the completion of the project, it must be evaluated on the basis of the results it
brought, and feedbacks must be collected from the clients. Also, performance appraisal of staffs
and volunteers associated to the project should be done by the project manager.

5.3.3 Human Resource Management

This section of Human Resource Management is specifically related to the service delivery aspect
of the Bookmandu Nepal. As such, project teams and team management are the core of HRM
within the projects that the organization conducts.
Following are specific HRM policies that fall within the scope of service delivery:
1. Selection of project team members will be performed by the Program Manager or the Project
Manager. A team leader will also be selected on the basis of skills and abilities required for
the project from among the team members.
2. Program manager is responsible for arranging training of the team members and volunteers
if required for successful completion of the project.
3. In case additional team members are needed for a project, the project team leader shall
request for the addition of team members to the Program Manager, who will then proceed to
notify the General Administration.
4. As mentioned earlier, arranging trainings, if required, falls under the responsibility of the
Program Manager
5. Firing the employee(s) in case of unsatisfactory behavior or grievance in operation of the
project is to be performed by Program Manager.
6. Project manager shall provide all the crucial information regarding the project to the project
team members including the project description which contains- project summary, working
condition, standard of performance, resource constraints, timeline of the project, and the
rights, responsibilities and authorities of the team members.
7. Program Manager shall perform the final performance appraisal of the team members of the
project. S/he shall provide timely feedbacks to the project team members.

5.3.4 Quality Improvement

Bookmandu Nepal continuously searches for ways to improve every activity, program, and
process. It does so by constantly seeking feedback from its customers, and promoting
suggestions from all sources, both externally and internally, on how to improve. Bookmandu
Nepal encourages all aspects of the organization to work as a team to solve problems and meet
customer needs rather than competing against each other. Bookmandu Nepal’s members are
responsible for quality, even if it is related to an issue beyond the scope of his or her job.
Bookmandu can improve quality by ensuring an appropriate standard of transparency achieved
at central and projects. Organize Quality circles which will draw all members form all
departments. They should be encouraged to assess processes and recommend improvements, all
with the goal of promoting quality, efficiency, and productivity.
 Section 6: Funding

6.1 Summary of funding:

6.1.1 Financial accountability:
The President has the legal responsibility to ensure that the funds are disbursed in accordance with
conditions of funding and in accordance with Generally Accepted Accounting Principles (GAAP).
All matters related to fund management has to be ethical and in accordance with the guiding
constitution of the organization.

6.1.2 Information to be maintained about service providers/suppliers:

The service providers are the suppliers of the organization. The organization should maintain proper
billing system; keep chronological record of invoice, name of corporation, product details, quantity
and others as such.

6.1.3 Data collection:

The data collection should be periodic in nature, i.e. the invoice, the billing, the receipts, etc should
be recorded by the financial executive in a periodic manner (x days as per the organization's
requirement). The collected data should be presented to the President.

6.2 Fund raising

6.2.1 Sponsor's requirements:
The organization shall not raise funds from the companies or individuals who are willing to promote
their own products and/or services. It shall also not associate with those companies which are
promoting products of social vice such as tobacco, alcohol, and weapons. The organization has the
complete right to decide about the use of the fund of the sponsors.

6.2.2 Fund raising strategies:

The organization shall raise funds through public events participation and social media campaign.

Section 7: Financial Management

7.1 Financial Responsibilities

7.1.1 Responsibilities of Committee

The management committee shall have following responsibilities regarding financial management:
1. To make financial decisions regarding disbursement and allocation of budget which is out of
treasurer's scope
2. To develop an annual operating budget with staff.
3. To approve the budget within the finance committee.

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 4. To monitor adherence to the budget.
5. To set long-range financial goals along with funding strategies to achieve them.
6. To develop multi-year operating budgets that integrate strategic plan objectives and initiatives.
7.1.2 Responsibilities of Financial Executive (Treasurer)
The Financial Executive, also referred to as the Treasurer, shall have most responsibilities in financial
management activity. Following are the responsibilities an individual in this position has:
1. To oversee the receipt and disbursement of the funds of the organization
2. To refer the finance team to Accounting standards for timely record keeping
3. To assist management committee to develop financial plan and operational budget for each year
4. To oversee general financial activities
5. To keep track of each fixed assets and property of the organization.

7.1.3 Responsibilities of Administrative Officer

Administrative Officer will be involved in expenses related to general administration and allocation of
salaries and wages. Following are the responsibilities an Administrative Officer has:
1. To record every transaction involved in general administration of the organization
2. To refer the payment of salaries to the Financial Department
3. To refer the bills of recurring payments of operation and the utility bills to Finance Department
for disbursement
4. To control and coordinate the petty cash fund as assigned by the Finance Department
5. To refer to the Finance Department for approval regarding disbursement of amount more than
that allocated on the petty cash fund.

7.2 Financial Management Process

The financial management process is a method by which costs or (expenses) incurred on projects are
formally identified, approved and disbursed.
7.2.1 Accounting Standard:
Accounting standard should be maintained as per GAAP (Generally Accepted Accounting
Principles).
7.2.2 Budgeting:
The budget should be allocated on a periodic basis:
 Annually: To forecast the overall operations of the organization for a year.
 Quarterly: To forecast for the specific projects every 3 months.
7.2.3 Recording Keeping:
There are two ways of recording the transactions:
 Point of transaction: Records must be recorded at the time of the transaction i.e. after
the provision of a service.
 Periodic/Accrual basis: Records must be reconciled regularly i.e. monthly in the accrual
basis.

7.2.4 Banking
The organization shall perform banking activities with only one bank. All the payments and
collection of funds shall be made through this single bank for maintaining centralized
 information which will, in turn, make reconciliation of finances simpler and more accurate.

7.2.5 Income
There are two major sources of income:
 Sponsorship: The financial support received from a sponsor is a major source of income.
 Donation: Sum of money that is given as a help for the organization is also considered a
source of income.

7.2.6 Recurring Payments

Recurring payments are the costs that incur on a regular basis. This sort of payments include
wages, salaries, rents, utility bills, etc. These sort of payments are to be managed by Finance
Department.

7.2.7 Petty Cash Fund

Every department of the organization, including individual projects, shall have discretionary
petty cash fund allocated by the Finance Department, agreed via Management Committee
Meetings.
For expenses beyond the scope of Petty Cash Fund, the respective department heads must seek
approval of Finance Department.
The rights to manage petty cash fund lies on the following members of the Bookmandu Nepal :
1. Executives or Leaders of each organizational departments
2. Each project’s team leader appointed by the Program Manager.
Besides the above mentioned members, other members might also be assigned by executives for
petty cash fund handling.

Section 8: Office Procedure

8.1 Hours (??)

8.2 Filing

8.2.1 File Storage

A proper filing and indexing method shall be adopted for the purpose of storing all the official
documents of the organization. So as to store the books and other materials for various projects,
a proper storage cabinet is to be managed.

8.2.2 Storage Cabinet Keys

The storage cabinet keys are to be the responsibility of the administrative officer. A set of office

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 keys are to be safely kept by the President.

8.3 Mail
The organization shall be prompt in responding to the mails they receive, preferably within a day.

8.4 Equipment

8.4.1 Use of Equipment

The employees and volunteers must be well guided to use all sorts of equipment that the
organization possesses.

8.4.2 Periodic Maintenance

The equipment of the organization should be given a regular maintenance. The equipment are to
be updated on a regular basis.

8.4.3 Use of Client Equipment

If the situation necessitates, clients’ equipment can also be used in executing project activities
temporarily. The project team leader must seek a written consent from the client, exempting the
organization from liabilities arising from any possible damage to the equipment.

Section 9: Record Management

9.1 Document Control

Following are the policies of the organization regarding the document control of the policy
manual:

9.1.1 Policy and Procedures Manual

The manual includes the underlying policy and procedures that the organization hopes to
accomplish. The procedure includes the steps necessary to comply with the policy. The manual
contains sufficient detail that end users will readily understand to comply with the policy
mandates.

9.1.2 Access to Policy and Procedures Manual

The organization’s executive members, staffs, and volunteers will get access to the policy and
procedure manual. The clients of the organization are not obliged to any organizational
information.

9.1.3 Updating Policy and Procedures Manual

The policies shall be updated in accordance with any changes in the organization’s objectives and
any situation that requires modification. The executive committee should pass the update policy
with 2/3 of the majority.
 In case the new change in policy is not passed by the 2/3 majority, existing policies are to be
continued.

9.2 Client Information

Following are the organization’s policies regarding the information surrounding clients:

9.2.1 Storage of client’s information

Clients’ information should be stored securely at all times to ensure confidentiality. Clients’ files
are to be kept in lockable file bays. The files may not be removed from the shelter unless
authorized by the manager. The records should be stored digitally so as to maintain the accuracy
and availability of the information. If required, electronic devices used for storing the data should
be encrypted to ensure security.

9.2.2 Client’s Access to information

Clients shall have limited access to information. As mentioned in Section 5.2, the clients shall
have rights to access general information regarding the projects they are associated with.
However, the organization holds to right to withhold any specific information regarding finances
of the organization, etc.

9.3 General Information

9.3.1 Staff Records

The organization should maintain a proper record of all the former and existing employees. The
record should include:
 Employees name and address
 Date of birth
 Date of hire
 Pay periods
 Corporate Information (Salary information, resume, emergency contact person)
 Leaves of Absence (all documentation and application)
 Termination Date

9.3.2 Staff Access to Staff Files

The staff members of the organization have the right to get full access to their specific files. The
organization’s personnel files are to be accessed only by authorized staffs that require them to
carry out certain activity. Other staffs shall have access to only specific categories of personal
information contained in the employee file.

9.3.3 Computer Records

The organizational files such as proposals, reports, post-reporting, attendance records, and
others as such are to be computerized. The files according to different areas of operation can be
indexed for easy access when required.

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9.3.4. Accounts Information
The detailed financial records of the organization for up-to past 5 years are to be recorded in a
chronological manner.
9.3.5. Filing System Index
The file indexing system employed should be consistent throughout the organization. Indexing
should be updated regularly in order to ensure reliability of the data when it is accessed.

Section 10: Continuous Improvement

10.1 360 Degree Feedback

Bookmandu Nepal shall use the method of 360 degree feedback which is a system in which
employees receive confidential, anonymous feedback from the people who work around them
for future improvement of practices and policies. The stakeholders from which feedbacks are
received includes:
 Clients and Community, and
 Staff of the organization

10.1.1 Clients/Community Feedback Procedure

Program Manager is responsible for handling the feedback from clients and community with
which Bookmandu Nepal works. Feedback from clients is taken on a monthly basis with proper
documentation of the responses. Feedback can be taken from the representative of the client
group. A report of the feedback shall be presented to the President on a quarterly basis.

10.2 Staff Feedback

10.2.1 Feedback Methods

Feedback is to be taken from all the staffs working in different departments by the executive of
the same department. Feedback is to be taken anonymously, indicating only the name of the
department. Each executive shall present the feedback report to the President of the
organization on a quarterly basis.

10.2.2. Incident and Accident Reports

In case of any unanticipated situation or occurs, a special committee or a unit shall be formed
with specific responsibility of investigating about the incident or accident. The organizational
constitution comprises of the special provisions which are to be complied during the
occurrence of such incidents.