A REPORT ON THE SUMMER INTERNSHIP AT TACHYON 360

Summer Internship Report Submitted to

MANIPAL ACADEMY OF HIGHER EDUCATION – DUBAI CAMPUS

In the Partial Fulfillment of the Requirement for the Degree of

MASTERS OF BUSINESS ADMINISTRATION

By
NAME: SILPA VINCENT
REG NO: 1812053

Under the Guidance and Supervision of

Dr. Taramol

SCHOOL OF BUSINESS
MANIPAL UNIVERSITY – DUBAI CAMPUS
ACADEMIC CITY, DUBAI, U.A.E.
APRIL 2019
NAME:
DESIGNATION:
School of Business
Manipal Academy of Higher Education – Dubai Campus
Academic City, Dubai, U.A.E.

1
DATE:

CERTIFICATE

This is to certify that the summer internship report entitled, ‘A REPORT ON SUMMER
INTERNSHP AT TAKYON 360’, submitted to the MANIPAL ACADEMY OF HIGHER
EDUCATION – DUBAI CAMPUS for the award of the degree of Masters of Business
Administration, is a record of the original work done by SILPA VINCENT during the period of
study in the School of Business, Manipal University - Dubai Campus, UAE, under my supervision
and guidance, and the internship report has not previously formed the basis for the award of any
degree, diploma, fellowship, associate ship or any other similar title, to any candidate of any
University.

Signature of the Guide

2
ON THE COMPANY’S LETTERHEAD

CERTIFICATE

This is to certify that SILPA VINCENT, a student of Master of Business Administration, School
of Business, Manipal Academy of Higher Education – Dubai Campus, bearing Registration No
1812053, has undertaken the Summer Internship Training at TAKYON 360 during DECEMBER
under my supervision & guidance. He / She has conducted a study & completed the Project
on .STUDY ON SERVICES PROVIDED BY ORISON SOFTWARE TO PARENT AND
STAFF.

Signature of the Guide

Name of the Guide: SHIHAS IQBAL
Designation: Marketing Manager
Address: PB NO: 62054
GYM BUILDING , CLOCK TOWER ROLLA
SHARJAH

Seal of Organization

3
 DECLARATION

I hereby declare that matter embodied in this report entitled “A REPORT ON SUMMER
INTERNSHIP AT TAKYON “ is the result of the analysis of observations and interviews carried
out by me under the guidance of Dr. Taramol, School of Business, Manipal Academy of Higher
Education - Dubai Campus, UAE. This internship report has not previously formed the basis for
the award of any degree, diploma, fellowship, associate ship or any other similar title, to any
candidate of any University.

NAME:SILPA VINCENT

REG NO: 1812053

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 ACKNOWLEDGEMENT

I, SILPA VINCENT (1812053) would like to convey my gratitude to the MANIPAL ACADEMY
OF HIGHER EDUCATION, DUBAI for emphasizing on the Summer Internship Program and
giving me the platform to interact with industry professionals.

I would also like to thank all the faculties of MAHE DUBAI, Project Manager, for giving me the
opportunity to work for the prestigious software company TAKYON 360.

I extend my warm gratitude and regards to MR. Jayesh and MR . Shihas who helped me in clearing
up all my doubts and assisted me during my internship. I also thank the Managing director of
Orison software Mr. MUSTHAQ ALI.

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 EXCEUTIVE SUMMARY

The Summer Internship Program at TAKYON 360 is a part of the 2-year MBA Course IN
MANIPAL ACADEMY. Since majority of the students come without any prior work
experience, the Summer Internship adds worth to their CVs by giving each student immense
learning. At ORISON, a student can bag an internship through various means since the institute
gives us ample opportunities to interact with industry experts. I got my internship through my
friend .

Initially I started with an organizational study and then moved to the services provided by the
orison software to parents , staff and students, Mr. SHIHAS IQBAL helped me and assisted me
throughout the working period. Mainly the project is all the services that the parents , staff and
students can access through the orison software.
Orison School ERP is a comprehensive school management software that is tailor-made to
automate most of the daily tasks performed by various departments in the school. Orison School
ERP is an innovative solution that interconnects the entire school departments and streamlines
academics business processes and procedures.
With Orison School ERP, you will be able to promote an environment where students get their
desired services, faculty facilitate teaching and learning in the classroom or online, and
departmental staff have the information and support to be more effective.
Whether it is parent- teacher communication, online fee payment or checking academics reports,
Orison School ERP has a perfect solution to seamlessly automate all these activities thereby
increasing your efficiency.

Orison School ERP is a user-friendly, innovative and configurable solution with different
modules with SQL Server as the back-end platform that can store unlimited data.
Orison also provides financial, human resource and payroll management for schools that save
time, reduce costs and provide peace of mind. Orison School ERP comes with accuracy and
compliance that controls budgeting, accounting, payroll and help educators to build a high-
performing culture, and workflows that make sense.

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Orison college is a fully VAT enabled ERP integrated with finance covering all areas of college
administration.
Orison nursery is a collection of software integrated with financial can manage complete process
of any nursery.

Orison School Suite includes the following modules:

• Student Management System

• Fee Management and Analysis
• Mark Entry and Analysis
• Attendance and Behavior Management
• Timetable • School Library
• Vehicle Management
• Bus Attendance System
• Bus Navigation for Parents
• Financial and Inventory System
• Fixed Asset Management
• HR and Payroll
• Employee Self Service
• Visitor Tracking System
• School dynamic Website and Parent Portal
• Mobile App Integrated with School ERP
• Bulk SMS and Email
• Online Student Admission
• Online Job Portal
• Online Fee Payment
• Document Control System
• Ministry Reports • Variety of Analysis • Visa Tracking System

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TABLE OF CONTENTS

Chapter No Description Page No

1. Introduction 9- 11

1.1 Need for the Study 11

1.2 Objectives of the Study 11

2 Industry Profile 12-23

3 Organizational Profile 24-34

4 Research Methodology 35-36

5 Analysis and Interpretation 37-54

6 Learning from the Internship 55-59

7 Conclusion 60

8 Reference 61

9 Appendix

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 CHAPTER – 1
INTRODUCTION

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 CHAPTER 1
INTRODUCTION

This is the project report of an internship in TAKYON 360 as the part of SIP program in
MANIPAL UNIVERSTITY DUBAI. As I had special interests in Marketing ,I had taken the
service sector to reflect upon. ORISON SOFTWARE SERVICE is the best service provider
in the school sector known for their immediate response to their customer problems and
customization they stand as a leader in the school service sector with more than 110 schools.

An internship is a form of experiential learning that integrates knowledge and theory learned
in the classroom with practical application and skills development in a professional setting.
Internships give the opportunity to gain valuable applied experience and make connections in
professional fields they are considering for career paths; and give employers the opportunity
to guide and evaluate talent. This will provides students with practical experience in an
organizational setting. It helped me to improve my skills; develop my professional attitudes
and competence in the application of learned theories and concepts.

Orison School ERP is a comprehensive school management software that is tailor-made to

automate most of the daily tasks performed by various departments in the school. Orison
School ERP is an innovative solution that interconnects the entire school departments and
streamlines academics business processes and procedures.

With Orison School ERP, you will be able to promote an environment where students get
their desired services, faculty facilitate teaching and learning in the classroom or online, and
departmental staff have the information and support to be more effective. Whether it is
parent- teacher communication, online fee payment or checking academics reports, Orison
School ERP has a perfect solution to seamlessly automate all these activities thereby
increasing your efficiency.

Orison School ERP is a user-friendly, innovative and configurable solution with different
modules with SQL Server as the back-end platform that can store unlimited data. Orison also
provides financial, human resource and payroll management for schools that save time,
reduce costs and provide peace of mind. Orison School ERP comes with accuracy and

10
compliance that controls budgeting, accounting, payroll and help educators to build a high-
performing culture, and workflows that make sense.

1.1. NEED FOR STUDY

NATURE OF STUDY:
The nature of this internship involves in handling the customer service department
assignments and solving all the issues at the earliest possible. While some elements of this
work are of sensitive nature, the content of this report is limited only to the extent that can be
permitted for academic consumption and evaluation.

SCOPE OF STUDY:
The scope of this internship spans across the current job responsibility and extends into other
areas of management like marketing, sales and finance.

1.2OBJECTIVE OF PROJECT

Orison School ERP is a comprehensive school management software that is tailor-made to

automate most of the daily tasks performed by various departments in the school. The
objective of doing this project:

 To understand the services provided by the orison.school to the parents, staffs and
students.
 To understand the customization services.
 Understanding and analyzing the competitors in the market and understanding
how orison stands unique from their strategies.
 To understand how orison caters to various needs put up by the customers in the
service field.
 To understand why customer is important in the service field.
 To understand whether customer is happy with the service provided by orison.

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 CHAPTER – 2
INDUSTRY PROFILE

12
 CHAPTER 2

INDUSTRY PROFILE

The service industries involve the provision of services to businesses as well as final
consumers. Such services include accounting, tradesmanship (like mechanic or plumber
services), computer services, restaurants, tourism, etc.

 The growth of the service sector has long been considered as an indicator of a country’s
economic progress.

 Services are continually being launched to satisfy our existing needs and to meet needs
that we did not even know we had.

 Service organizations can vary in size from large corporations to small, locally owned
businesses.

Hence, a service Industry is one where no goods are produced whereas primary industries are
those that extract minerals, oil etc. from the ground and secondary industries are those that
manufacture products, including builders, but not remodeling contractors.

Service industries include everything else: banking, communications, wholesale and retail trade,
all professional services such as engineering, computer software development, and medicine,
nonprofit economic activity, all consumer services, and all government services, including
defense and administration of justice. A services-dominated economy is characteristic of
developed countries. In less-developed countries most people are employed in primary activities
such as agriculture and mining. The proportion of the world economy devoted to services grew
steadily during the 20th century. In the United States, for example, the service sector accounted
for more than half the gross domestic product (GDP) in 1929, two-thirds in 1978, and more than
three-quarters in 1993. In the early 21st century, service industries accounted for more than
three-fifths of the global GDP and employed more than one-third of the labor force worldwide.
The simplest explanation for the growth of service industries is that goods production has
become increasingly mechanized. Because machines allow a smaller workforce to produce more
tangible goods, the service functions of distribution, management, finance, and sales become

13
relatively more important. Growth in the service sector also results from a large increase in
government employment.

The increasing importance of the service market in the economy has brought about a change in
the definition of goods and services. No longer are goods considered separate from services.
Rather, services now increasingly represent an integral part of the product. It is this
interconnectedness between goods and services that is represented on a goods-services
continuum.

Services can be alternatively defined as products, such as a bank loan or a home security, that are
to some extent intangible. If totally intangible, they are exchanged directly from the producer to
the user, cannot be transported or stored, and are almost instantly perishable.

Service products are often difficult to identify, because they come into existence at the same time
that they are bought and consumed. They comprise intangible elements that are inseparable; they
usually involve customer participation in some important way; they cannot be sold in the sense
of ownership transfer; and they have no title. Today, however, most products are partly tangible
and partly intangible, so the dominant form is to classify them as either goods or services (all are
products). The dichotomy between physical goods and intangible services should not be given
too much credence. These are not discrete categories. Most business theorists see a continuum
with pure services on one terminal point and pure commodity goods on the other terminal point.
Most products fall between these two extremes. For example, a restaurant provides a physical
good (the food), but also provides service in the form of ambiance, the cooking and the serving
of the food, and the setting and the clearing of the table. And although some utilities actually
deliver physical goods — like water utilities which actually deliver water — utilities are usually
treated as services.

 To create an effective, cost-efficient marketing management strategy, firms must possess a

detailed, objective understanding of their own business and the market in which they
operate.

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  After the firm’s strategic objectives have been identified, the target market selected, and
the desired positioning for the company, product, service or brand has been determined,
marketing managers focus on how to best implement the chosen strategy.

 Marketing management often makes use of various organizational control systems to

ensure marketing programs achieve desired objectives, and do so in a cost effective
manner.

 It is the responsibility of marketing managers to ensure that the execution of marketing

programs achieves the desired objectives in a cost-efficient manner.

 Common service marketing metrics include net sales billed, number of product or design
registrations, brand surveys to measure brand awareness, return on the investment, and
website hits.

 When selling services rather than technology, the focus should be on people and
organizations—listening to and understanding their internal projects, and being
considerate of their timelines and budgets. It is important to listen and provide a fair offer
for services that genuinely meet a customer’s need. Budgets are much too constrained
these days for anyone to buy services they don’t really need. This model can be a good
foundation for a company, leading to a sustainable revenue stream that can help to further
fund the development of the product.

 In other words, create revenue that can sustain and grow the business, to make the
product better in the long run, and to enable customers to better deploy the software. This
only happens if the software and the services provide real value to an organization.

Service Marketing Management

To create an effective, cost-efficient marketing management strategy, firms must possess a

detailed, objective understanding of their own business and the market in which they operate. In
analyzing these issues, the discipline of marketing management often overlaps with the related
discipline of strategic planning.

15
After the firm’s strategic objectives have been identified, the target market selected, and the
desired positioning for the company, product, service or brand has been determined, marketing
managers focus on how to best implement the chosen strategy. Traditionally, this has involved
implementation planning across the “4 Ps” of marketing: product (or service) management,
pricing , place and Promotion. A new P has been added making it a total of five P’s. The fifth P
is politics, which affects service marketing in a significant way.

Part of a service marketing manager’s job is analyzing external influences and current marketing
conditions that are directly or indirectly impacting the business. Tasks for marketing
management may include conducting a competitor and value chain analysis, putting together a
brand audit, and assembling qualitative and quantitative research. This research, along with an
assessment of the business’ own strengths and weaknesses, go into a marketing plan used to
launch future marketing programs and initiatives. Overseeing the successful development and
execution of the marketing plan falls under service marketing management roles.

SERVICE INDUSTRY GROWTH IN UAE

The UAE’s service sector is a key driver of growth, with most recent figures revealing it
accounts for as much as 74 per cent of gross domestic product (GDP), according to Alan
Harpham, Chairman, APMG-International, a global examination institute.

“These figures are on par with most developed world economies. However to ensure
sustainability in today’s economic environment, companies need to exercise thorough
management of available projects and resources.”

Harpham said that presently services sectors such as consultancy, aerospace, IT, retail and
telecommunications rank as the highest users of certified project management systems, noting
that these sectors play a vital role in the UAE’s output.

GROWTH AND ECONOMICAL FACTORS OF SERVICE INDUSTRY.

Companies are also recognizing how professional services such as consultancy, training or
marketing can help them improve their business performance. That’s good news for small

16
businesses that provide these types of services, and also for the larger companies that use their
services.

The diverse service industry is seeing a general growth of services trend and Market Research
forecasts the majority of job growth in the United States will come from this sector between
2016 to 2020, with a 5.4% overall growth rate being projected in the time period. The service-
driven economy accounts for a large number of jobs in the United States in general.

Demand for services is on the rise with a stable middle class and growth in upper-income
families. A sector of the economy becoming less concerned about material needs. In the
consumer sector, this leads to increasing demand for services such as health, education and
entertainment.

In business, companies recognize that many activities can be handled more efficiently by a
service provider. Outsourcing services allows a business to concentrate on the activities that are
critical to its success. These are called core activities in the world of professional services, and
they include sales and marketing, accounting, technology, quality, product and service delivery,
management, human resources, finance and product development.

The digital world has also opened the door to more service based growth with disruptive based
technology and the ability to operate a business with location independence. The local economy
is no longer a limiting factor and businesses take their services online and offer them to a larger
audience.

An accountant in a rural community for example, can grow a national client base through an
online business. This opens the door to more operators looking to expand alongside the general
_growth of services on a national level.

Disruptive Technology

Outsourcing services is also important if a business is undergoing change or shifting the business
model to capitalize on a growing freelance market that offers qualified service providers on a
contractual basis.

Technology is driving major shifts in the service sector as well with traditional roles like taxi
services being replaced by Lyft, Uber and other options that connect a large, part-time workforce

17
to a specific market. Airbnb opened the rental market to individual property owners by cutting
out management companies and placing a large audience directly in touch with owners.

Numerous sectors of the service economy are seeing shifts in the way employment and labor is
perceived as new technologies disrupt markets and open more opportunities to individuals and
contractors. The benefits that come with traditional employment are often lost but the overall
service sector is open to more individuals and the technology ultimately facilitates growth in
what were once perceived as locked markets.

Economic factors are financial fluctuations that are typically out of your control. For example,
interest rates go down meaning your business loan cost more last year than it will this year. Some
other examples include:
 GDP loss or growth
 Inflation rates
 Company debt
 Income of potential customers in your area
 Employee salary trends in the service business industry

Inflation affects both consumers and producers in the market, and poses a threat to the market
stability. Throughout history, inflation has played a major role in the economy of nations. For
example, after World War I, the German government printed a vast amount of money, which
gave rise to major inflation in the economy of Germany. When people had money, but scarcity of
products, the price of the products went sky high, as the value of money had gone down. Having
plenty of money made the price go so high that people had to pay a large amount of money to by
a simple loaf of bread. Currently, many nations of the world are facing similar financial crisis
and economic downward trend, giving rise to a credit crunch.

Interest rates can have a major impact on the growth of economy, especially for industries such
as real estate, automobiles, and cruise companies. A larger interest rate would discourage
customers from burrowing money and purchasing these products or services. It also discourages
companies form making expansions, investing in new areas, making new capital investments,
and starting new businesses.

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Environmental impacts have a profound effect on the growth of an industry in today’s economy.
It is not only the environmental effects, but also the perception of the general public that impacts
businesses and the economy. For example, the demand for fur coats declined drastically in the
past decade, as consumers became more aware of animal welfare and ecological balance. If the
public perceives that the products or services of an industry as being environmentally unsafe or
harmful, most companies within the sector will experience a decline in sales.

Not being available right here and right now

No matter whether you assist your customers in live chat, by phone or offer only email support,
your customers expect you to provide great customer service. Furthermore, when they get
automated email replies, stumble upon your auto responder or no one accepts their chat requests
they think you do not care and your business is either dead or close to this.

In fact it’s really easy to deal with this situation. For phone support indicate hours when you are
available to assist your customers. For email support try to minimize the usage of automated
responses. Instead, let your customer know how long it will take you to handle their emails. In
live chat never miss chat requests when you are online. If you are not available to assist your
customers, turn the live chat off and offer your website visitors a possibility to leave you a
message.

Low quality of customer service team training

If your team members are not ready to start assisting your customers, improve their
training. Ensure that they will deliver superior customer experience and will take the
responsibility for handling issues of your customers. Low customers service quality, slow
responses and inability to resolve issues will do more harm than good.

You take loyal customers for granted

It costs five times as much to attract a new customer, than to keep an existing one. Check
this infographic to see how important the true customer loyalty is. If you cannot keep your loyal

19
customers, you will not be able to stay beyond competition. For this reason take more effort to
reward those customers who have been staying with your company for a long time

No teamwork

If there is no collaboration within your team, there is no fast way to resolve those issues which
require attention of different specialists. When the interaction between departments takes too
long your customers will not wait and take a look at the offer of competitors.

1. Accessibility
You need to ensure that customers are able to find and access your products and services
efficiently, without barriers and friction, on their preferred channel.

Also, make sure that they can reach your company and obtain good service whenever they have a
question or need assistance to make a purchase decision.

2. Navigation
Navigating and browsing your store should be a straightforward and simple process. This
includes providing users who know what they want with an effective keyword search or filters
but also integrating solutions that guide unsure shoppers to help them identify suitable products
quickly.

A website that’s difficult to navigate will only lead to customer frustration and a loss of potential
customers

3. Page Load Speed

It’s a simple rule: the faster your website loads, the happier your visitors. If one of your pages
doesn’t appear lightning-fast, your customer will move on to speedier online stores.

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4. Language
Speaking to your customers in their preferred language is pivotal for your business. More than
50% of consumers won’t make a purchase if information about a product isn’t available in their
language.

However, language doesn’t only apply to language in terms of geographical demographics but
also how certain phrases or terms resonate with your audience and reflect back on your
business. Use user-friendly language and avoid industry specific jargon that could cause
confusion and rob you of an opportunity to connect on a personal level.
Without great communication, there can be no great customer experience.

5. Memory
According to Harvard Business Review, customers become frustrated if they have to repeat
themselves. Consumers feel comfortable switching from one channel to another and expect their
information and data to follow them along. They don’t want to be asked for the same details over
and over again, regardless of the channel or department, they’re interacting with.
Memory also means remembering your customer’s needs and wants to avoid trying to sell
products to customers, which they already have or clearly have no interest in

6. Personalized
It’s kind of ironic that shoppers want personalized experiences in a sphere in which so many
business and personal interactions can be anonymous.By personalizing the experience and
sharing the right content, at the right time with the right people, you can make interactions faster,
easier and more efficient for your customers.This results in increased customer satisfaction and
the likelihood of repeat visits.

7. Convenience
Convenience is an essential element of a positive customer experience. It influences how
customers make decisions about what to buy, what services to use, where to go, and with whom
to engage.

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8. Simplicity
Simplicity is key. It is one of the easiest ways to improve your chances of getting your
customer’s business is by making the process as simple as possible. You need to take away the
intricacy and complexity related to decision-making by advising and supporting customers
throughout their journey.

COMPETETIORS OF ORISON SOFTWARE

1. Horizon and CBORD are the world’s leading providers of campus card and cashless systems,
food and nutrition service management software, integrated security solutions, eCommerce
platforms, and housing management software. A broad portfolio of solutions designed to improve
our customers’ daily operations and help them provide their customers with greater convenience
and satisfaction. We serve K-12 and higher education, healthcare facilities, supermarkets,
continuing care facilities, corporations, and a host of other market segments.Our products and
services are used by more than 7,000 organizations in the U.S., Canada, Europe, South Africa,
New Zealand, the Middle East, and Australia. Today, we employ over 500 professionals around
the world.

2. Focus -Full-fledged ERP software system for enterprises, with industry-specific modules and
scalable features. Equipped with powerful BI engines, smart reporting tools and enhanced
automation tools.Scalable ERP business software solutions specifically designed for small and
medium scale enterprises. Cloud hosted and equipped with integrated modules that cover all
aspects of business. Focus Softnet caters to the needs of all major business verticals through its
industry-ready ERP solutions. Its business applications are quickly deployable, easy to use and
fully scalable for future business growth. They are also equipped with industry-ready templates
which significantly reduces the deployment time. Professional business process consulting and
solution Integration support tailored to help you experience a hassle-free and fast deployments of
ERP, CRM, and HCM software solutions.

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THE HISTORY OF TAKYON( ORISON)

Takyon from the date of inception in the year 2001(16 years) is working for the domains like
Education and CRM. We directly operates from India, Canada, UAE and Bahrain for more than
Three hundred thousand beneficiaries. We are looking forward to listen and learn more about the
technology innovations that can enrich these functional domains and also looking for
associations from different part of the world. Our successful model of partnership will ensure all
of our stake holders are satisfied and contribute to the system .

Marketplace for education - Takyon360 . Our expertise is centered around ERP, Mobile APP,
System for Behavior Management, Student Safety , RFID , IoT, AI , Blockchain and payment
solutions specifically designed for Educational Institutes.

We are one of the leading customized software solution providers in the UAE and Middle East
since 1992. We provide stellar software solutions for a wide array of fields, including
Construction, Trading, Spare Parts, Contracting, and Manufacturing Companies, in addition to
Real Estate, Schools, and Colleges etc. Our product range runs the gamut from Accounting,
Inventory, Personnel Management, Production, Real Estate, and Schools, to comprehensive SMS
Solutions. The specialty of our products are their startling simplicity and striking robustness.

TAKYON Solutions offers e-commerce applications that combine integrated software with
planning and development services to help retailers build, maintain and manage web sites. Its
Quick Start e-commerce application features fully customizable online stores, a navigation bar,
and product and category templates that allow shoppers to browse merchandise. The store can be
built within an existing web site or as a standalone, and hosted by the Internet service provider of
the retailer’s choice.

23
 CHAPTER -3

ORAGANISATIONAL PROFILE

24
 CHAPTER- 3

ORGANIZATIONAL PROFILE

 TAKYON Solutions offers e-commerce applications that combine integrated software with
planning and development services to help retailers build, maintain and manage web sites.
 TAKYON has various branches and clients in UAE, Bahrain , Kuwait and Canada.
 Orison software service is a branch of TAKYON solutions located in Sharjah attending
various schools needs and customizations through 24/7 services.
 ORISON has many other services like finance module and HR modules.
 Leading Customized Software, Web and Mobile App providers in GCC
 More than 15 years of existence in UAE
 Dedicated support and development team in UAE
 More than 500 Customers and 20,000 users
 Around 300,000 students are being managed through Orison ERP
 110 Schools and 5 Colleges and many Nurseries
 Many Production and Manufacturing Customers
 300 plus Trading customers with Centralised Database

VISION

To help our clients meet their goals through our skilled personnel, services and solutions.
Technological excellence ensures our éclat in creating a competitive advantage, therefore making
us the partner of choice for all our clients. We take the opportunity to showcase our capabilities
by analyzing our relationship with our existing clients, in order to produce results for new
customers.

MISSION

Our mission is to create software and provide services which will improve the way our
customers work; resulting in increased efficiency and productivity. Moreover, we strive to satisfy

25
our employees, by continuously growing as a company and offering an excellent and stimulating
working environment, as well as our investors, by providing the right return on their investment.

Work to understand the needs and requirements of our clients before proposing a solution.

Develop responsive proposals that provide cost-effective solutions catering to the individual
needs of clients.

Deploy the right mix of people and products to deliver value-added services and solutions to our
clients.

Offer competent, compliant and professional advice to all clients.

Appreciate the trust that our clients put in us as we work with them to improve their business and
information technology

FACILITIES AND SERVICES OFFERED BY ORISON SOFTWARE

ORISON SCHOOL- Mobile APP is a unique effort from Hira Computer Solutions and
Takyon247 for Educational Institutes and its various stake holders.

A unique kind of product aided in enhancing communication , anytime & anywhere and stay
connected , be notified about your child’s learning process.
Orison School is here just to ensure an Easy Interface with Mobility to support the parents to stay
in close contact with the school administrations to get periodical updates on their child’s
performance, school policies, events, programs & other facilities offered by the school. Orison
School comes with various kinds of reports for the complete evaluation of the student. Orison
School can also be easily integrated with any of the existing application and can access the reports
generated in the application in your mobile without additional effort.

Takyon360 Buzz envision developing a product that is not just serving the Vehicle Tracking but
also building a Command Center that will manage student safety.
Instant alert of student attendance and bus location to the parents makes them stay connected and
thereby include them in student safety.

26
ORISON FINANCIAL ERP WITH HR AND EMPLOYEE SELF SERVICE

A fully-featured financial and HRMS solutions for SME and large companies. Built around
Microsoft’s SQL Server database, Vb.Net and Asp.Net as front end, which maintain excellent
data processing speeds and superior levels of security allows you to improve operational
processes, create efficiencies throughout the organization, expand relationships with suppliers,
continually improve customer satisfaction and manage your human resources efficiently.

ORISON HRMS

Orison HRMS is the essential bulk of information and processes that pertain to the employees in
any organization. Some aspects of HR include employee personal information and benefits. Orison
HRMS uses employee information to extract reports, and makes it easy to create employee profiles
and different kinds of analysis whenever required.

THE MAJOR AREAS COVERED UNDER HRMS ARE:

• Staff document management and expiry alert

• Staff Document Management

• Document Expiry notification

• Payroll and Salary generation

• Biometrics integration

• Leave management

• Monthly and wages Timesheets

• Allowance and deductions

• Complete integration with accounts

• Integrated SMS and Email

27
• Online Job Portal

• Ministry (Visa) Process Management

• Web access from anywhere

The extended tool from HRMS is Employee Self Service which is a work flow based approval
system for employees to request for various needs in the company like Leave request, Purchase
request, Accommodation request, IT and maintenance request so and on.

The key features are:

Staff can login from wherever internet is available

o Multi-level approval settings and request-approval reminders

o Task management and scheduler
o Self-profile of the staff with view and request access
o Total information of the submitted documents and leaves taken
o Approved request and action history
o Pending requests register and notification
o Login for all staff, limited edit permission for their own info
o Major milestone to Paperless office.

ORISON MOBILE APP & PARENT PORTAL

This mobile APP facilitates Schools / Educational Institutes & parent to stay connected, be
informed and communicate freely and easily. Nowadays, schools, colleges and kindergartens and
universities are striving to do more with less, Orison ERP mobile app provides a management
solution to schools and other educational institutes and parents to stay connected, to be informed,
communicate freely and easily. It is tailor-made to spread awareness and improve the effectiveness
of education. In addition, Orison Mobile App and Parental Portal also ensure that parents are
properly updated on their children’s performance and are contributing positively to enhance the
effectiveness of their learning. Whether it’s a matter of student tracking, communication, bus
tracking or fee payment, everything can be done with Orison mobile app and Parent Portal.

With Orison Mobile APP Solutions parent can get following services:

28
• The School Profile

• Alerts & Notifications

• Notice Board: Policies & Alerts of programs and events

• Reports: Attendance, Monthly tests, term reports, behavior and Academic reporting

• Scheduler, planner & homework management

• Communication between teacher - parent via internal messaging

• Fee payment summary & outstanding with online fees payment gateway

• Locator and navigator

ORISON BUS ATTENDANCE AND TRACKING SYSTEM (Smart Communicator)

Bus Attendance app is a user-friendly application for parents to be aware of school bus status. The
real-time information of the bus and student where about gives confidence to parents.

HIGHLIGHT

• Route wise listing of students • Instant Attendance marking • Student photo for identification

• Quick call to make calls to the concerned • Google MAPS based location tracing • ETA and
alerts to parent

• Records pick up and drop off points and time later verification.

ORISON ACADEMIC PORTAL

Orison Academic Portal is a web based tool designed to reduce the work load of teachers /staff to
a level of comfort which easily handles the student related data with 100 % accuracy and avoid
data redundancy and duplication.

29
Student Analysis and MIS Student analysis reports and graphs based on various criterias like Class,
marks, nationality, age, religion, etc can be generated from this module. It also generates
comparative graphical reports based on all the above criterias for last 3 years.

MIS module can be used by the management staffs for generating MIS reports on monthly,
quarterly and annual basis. This majorly includes total revenue, expense, receivables and payables
in tabular and analytical graphs models and also generates all the final MIS reports.

Employee Self - Service Orison offers a module of employee self - service that reliefs
organizations from routine administrative work and allows employees to update / view their own
information and request many things like leave, pay advance, salary certificate, etc.

This amazing and reliable module then will go through a workflow until it gets approved from the
management. Orison Employee Self-Service module can have a great impact on eliminating the
paperwork and make Human Resource operations easier and smoother.

Other Modules Vehicle management system, Bulk Email and SMS, School Clinic, Special Need
Students, Fee and Income Analysis, Visitors Tracking, Documents Management, PRO Requests
management, Fixed Asset, Library Booking Student Score Card System.

HR/PAYROLL

A reliable mini ERP for managing all employee related requirements of any medium to large
scale companies. It is fully integrated with Financial and contains e-Storage of all documents of
the company and employees

WEB PORTALS

Academic Portal is exclusively developed for teachers and administrative staff that helps schools
and colleges to create a brand new educational culture

ORISON REAL ESTATE

Spend more time with your clients with this mini ERP, allowing you to run and access your
database from anywhere, anytime. Its integration with Orison financial reduces the work to bare
minimum.

30
ORISON EMPLOYEE SELF SERVICE

Orison Employee Self Service (ESS) is a web-based application that provides employees with
access to their personal records and their payroll details.

ORISON DOCUMENT CONTROL SYSTEM

It is a web based application which controls the life cycle of documents in your organization —
how they are created, reviewed, and published, and how they are ultimately disposed of or
retained with security and reliability.

Smart Communicator

It is a system that ensures 100 % inclusion of parents, students, teachers and management for a
quality learning environment. The system consists of notices, events, LMS, Messaging, accounts
and academic related information of a child. The system is designed in preview of enhancing
Academic, Moral and Social conditioning of a student

Smart VMS

Our clients save the cost of GPS and multiple internet cost by just using a Mobile APP that
captures GPS and RFID inputs. Instant alert of student attendance and bus location to the parents
makes them stay connected and thereby include them in student safety.

Orison ERP – for schools and colleges

Orison ERP is a tailor made ERP for schools and colleges. The system helps to manage Student
admissions, allocations, fees , transportation, HR, Library , curriculum & co-curriculum
activities, finance, medical records, sales & purchases etc of an institute. We serve for various
curriculum which includes ICSE , CBSE, GCSE , IGCSE etc and specialized learning and
assessment platform for American curriculum , British Curriculum , Australian Curriculum ,
Canadian Curriculum , Indian Curriculum etc

BeeZer

31
This is a product designed to manage ‘class-discipline’ and also ‘general behavioral aspects’ of a
child. The traits defined under Positive OR Need-Improvement categories are specially crafted
by industry experts and physiologist’s, in-order to ensure the MORAL and SOCIAL
empowerment of a student is nurtured & nourished.

ORISON NURSERY MODULE

Student’s Module:

o Complete Students and Family Details

o Fee Management and Balance Reminders
o Student Wise and Family Wise Financial Details
o KG time\club management(Scheduling)
o Siblings entry and register
o Health Details-Vaccination Details & Any Previous Illness(Detailed Medical
Information)
o Extra-curricular Activities Of The Student
o Student\Parents images
o Student Fee schedules and Fee allocation
o Student Receipt and Statement
o Student Fee balance report
o SMS and Email Integration
o Integrated with Financial Accounts

Orison Financial Module

1. How to create an account

a. Login in to Orison financial with username and password as in Fig 1.a

b. Click chart of accounts from master menu
c. Select desired category group/account then right click to popup menu.

32
d. Select new account(first button or F6) to create a new account
e. Type desired account name for account as in Fig 1.b
f. If you want change account code, you can change or leave it as it is
g. Then click Save (Second button or F7)
h. To edit an existing account click Edit (third button) or F2
i. Select new group to create new group from menu
j. Click Find button to search one account
k. Use Accounts Register from register menu or from toolbar to view all accounts together
as in Fig 1.c
l. Right click to open popup menu as in the same figure and use left panel to filter with
different criteria
m. Click on the field name to sort on that field.

n.
o. Fig 1.a Orison Logon Screen

2. How to use Orison Calculator

a. Click PgDn from any amount/credit/debit field

b. Use Enter key for calculate.

c. Use equal sign to bring the temporary result to top box

d. Press Enter key twice to bring the final result to the original field

33
3. How to use Orison Calendar

a. Use Up and Down arrow to change date in any date field.

b. Change Ctrl Up and Down arrow to change year
c. Press T to make today date.
d. Press PgDn to popup Orison Calendar.
e. Use Arrow keys or PgDn/PgUp or Home/End button to change date.
f. Click on month to popup month list and click on year to change date.

34
 CHAPTER -4

RESEARCH METHODOLOGY

35
 CHAPTER -4

RESEARCH METHODOLOGY

OBJECTIVE OF PROJECT:
Orison School ERP is a comprehensive school management software that is tailor-made to
automate most of the daily tasks performed by various departments in the school.The objective of
doing this project:

 To understand the services provided by the orison.school to the parents, staffs and
students.
 To understand the customization services and customer support.
 Understanding and analyzing the competitors in the market and understanding how
orison stands unique from their strategies.
 To understand how orison caters to various needs put up by the customers in the service
field.
 To understand why customer is important in the service field.
 To understand whether customer is happy with the service provided by orison.

DATA COLLECTION METHODS

Data required for the project internally was collected by working in the customer service
department of orison software.Secondary data’s were collected by a study of their history, their
client base and the data uploaded by the software team onto the web , brochures and
communicating with senior management.

LIMITATIONS OF STUDY

 Since it’s the study of the customer service, customers perception and needs changes
according to time and technology .
 No mechanism is present to measure the relationships with different customers
quantitatively, only measurement of customer satisfaction and engagement is done.
 No mechanism to measure loyal / not loyal customers
 Time is the biggest restrain in studying customer service industry

36
 CHAPTER – 5

ANALYSIS AND INTERPRETATION

37
 CHAPTER-5

ANALYSIS AND INTERPRETATION

Takyon from the date of inception in the year 2001(16 years) is working for the domains like
Education and CRM. We directly operate from India, Canada, UAE and Bahrain for more than
Three hundred thousand beneficiaries. Orison software service is a branch of TAKYON
solutions located in Sharjah attending various schools needs and customizations through 24/7
services. Orison provide stellar software solutions for a wide array of fields, including
Construction, Trading, Spare Parts, Contracting, and Manufacturing Companies, in addition to
Real Estate, Schools, and Colleges etc. Our product range runs the gamut from Accounting,
Inventory, Personnel Management, Production, Real Estate, and Schools, to comprehensive SMS
Solutions. More than 15 years of existence in UAE.

Takyon System Solutions Private Limited is a Private incorporated on 18 May 2004. It is

classified as Non-govt company and is registered at Registrar of Companies, Ernakulam. Its
authorized share capital is Rs. 500,000 and its paid up capital is Rs. 100,000. It is inolved in
Software publishing, consultancy and supply [Software publishing includes production, supply
and documentation of ready-made (non-customized) software, operating systems software,
business & other applications software, computer games software for all platforms. Consultancy
includes providing the best solution in the form of custom software after analyzing the users
needs and problems. Custom software also includes made-to-order software based on orders
from specific users. Also, included are writing of software of any kind following directives of the
users; software maintenance, web-page design.

Directors of Takyon System Solutions Private Limited are Jayesh Sebastian, Sibi Mathews

38
  Dedicated support and development team in UAE
 More than 500 Customers and 20,000 users
 Around 300,000 students are being managed through Orison ERP
 110 Schools and 5 Colleges and many Nurseries
 Many Production and Manufacturing Customers

PHP SOFTWARE

Hypertext Preprocessor (or simply PHP) is a general-purpose programming language originally

designed for web development. It was originally created by Rasmus Lerdorf in 1994. the
PHP reference implementation is now produced by The PHP Group. PHP originally stood
for Personal Home Page but it now stands for the recursive initialism PHP: Hypertext
Preprocessor.

PHP is a preferred-reason scripting language that is mainly acceptable to server-aspect net

development, in which case PHP generally runs on a web server. Any PHP code in a requested
report is completed through the PHP runtime, commonly to create dynamic net web page content
material or dynamic snap shots used on web sites or somewhere else. It can also be used for
command-line scripting and customer-aspect graphical person interface programs. PHP can be
deployed on most net servers, many working structures and systems, and can be used with many
relational database management structures. Most web website hosting providers help PHP for
use by way of their clients. It is to be had free of charge, and the PHP Group affords the
complete source code for customers to construct, customize and increase for their own use.
Originally designed to create dynamic internet pages, PHP now focuses specially on server-side
scripting,and it is much like other server-facet scripting languages that provide dynamic content
from an internet server to a consumer.The standard PHP interpreter, powered by the Zend
Engine, is free software released under the PHP License. PHP has been widely ported and can be
deployed on most web servers on almost every operating system and platform, free of charge.

The PHP language evolved without a written formal specification or standard until 2014, with
the original implementation acting as the de facto standard which other implementations aimed
to follow. Since 2014, work has gone on to create a formal PHP specification.

39
 PHP/FI could be used to build simple, dynamic web applications. To accelerate bug reporting
and improve the code, Lerdorf initially announced the release of PHP/FI as "Personal Home
Page Tools. The standard PHP interpreter, powered by the Zend Engine, is free software released
under the PHP License. PHP has been widely ported and can be deployed on most web servers
on almost every operating system and platform, free of charge.The language of implementation
is C++.

CLOUD SERVER

A cloud server is a virtual server (rather than a physical server) running in a cloud computing
environment. It is built, hosted and delivered via a cloud computing platform via the internet, and
can be accessed remotely. They are also known as virtual servers. Cloud servers have all the
software they require to run and can function as independent units. The cloud is commonly used
to refer to several servers connected to the internet that can be leased as part of a software or
application service. Cloud-based services can include web hosting, data hosting and sharing, and
software or application use.

FEATURES:

 Computing infrastructure that can be physical (bare metal), virtual or a mix of the two depending
on use case.
 Has all the capabilities of an on-premises server.
 Enables users to process intensive workloads and store large volumes of information.
 Automated services are accessed on demand through an API.
 Gives users the choice of monthly or as-you-go payment.
 Users can opt for a shared hosting plan that scales depending on needs

‘The cloud’ can also refer to cloud computing, where several servers are linked together to share
the load. This means that instead of using one single powerful machine, complex processes can
be distributed across multiple smaller computers.

One of the advantages of cloud storage is that there are many distributed resources acting as one
– often called federated storage clouds. This makes the cloud very tolerant of faults, due to the

40
 distribution of data. Use of the cloud tends to reduce the creation of different versions of files,
due to shared access to documents, files and data.

o A cloud server gives the business user stability and security because any software problems
are isolated from your environment. Other cloud servers won’t impact on your cloud server
and vice versa. If another user overloads their cloud server, this will have no impact on
your cloud server, unlike with physical servers.
o Cloud servers are stable, fast and secure. They avoid the hardware issues seen with physical
servers, and they are likely to be the most stable option for businesses wanting to keep their
IT budget down.
o Cloud servers provide a faster service for your money. You’ll get more resources and a
faster service than you would for a similar price of physical server. A cloud-hosted website
will run faster.
o You get scalability with cloud servers. It is very easy and quick to upgrade by adding
memory and disk space, as well as being more affordable.

JAVA ( MOBILE APPLICATIONS)

Java is a programming language that produces software for multiple platforms. When a
programmer writes a Java application, the compiled code (known as bytecode) runs on most
operating systems (OS), including Windows, Linux and Mac OS. Java derives much of its syntax
from the C and C++ programming languages.

Java was developed in the mid-1990s by James A. Gosling, a former computer scientist with Sun
Microsystems. Java programs are found in desktops, servers, mobile devices, smart cards and
Blu-ray Discs (BD).

 Java is easy to learn.

Java was designed to be easy to use and is therefore easy to write, compile, debug, and learn than
other programming languages.
 Java is object-oriented.
This allows you to create modular programs and reusable code.

41
 Java is platform-independent. One of the most significant advantages of Java is its ability to
move easily from one computer system to another. The ability to run the same program on many
different systems is crucial to World Wide Web software, and Java succeeds at this by being
platform-independent at both the source and binary levels. Because of Java's robustness, ease of
use, cross-platform capabilities and security features, it has become a language of choice for
providing worldwide Internet solutions.

SWIFT ( IOS APPLICATION)

Swift is a general-purpose, multi-paradigm, compiled programming language developed

by Apple Inc. for iOS, iPadOS, macOS, watchOS, tvOS, Linux, and z/OS. Swift is designed to
work with Apple's Cocoa and Cocoa Touch frameworks and the large body of
existing Objective-C code written for Apple products. It is built with the open
source LLVM compiler framework and has been included in Xcode since version 6, released in
2014. On Apple platforms, it uses the Objective-C runtime library which allows C, Objective-
C, C++ and Swift code to run within one program. Swift 4.0, released in 2017, introduced
several changes to some built-in classes and structures.

Readability-The number one advantage to choosing Swift is arguably because of its clean syntax,
which makes it easier to read and write. The number of code lines needed to implement an option
on Swift is a lot fewer than for Objective-C. The reason for this is because Swift drops many
legacy conventions, such as semicolons to end lines or parentheses that surround conditional
expressions inside if/else statements. Another major change is that method calls do not sit inside
each other resulting in a bracket mess. Instead, method and function calls in Swift use the
comma-separated list of parameters within parentheses. As a result, the code is cleaner with a
simplified syntax.

Safer platform -In the competitive mobile app marketplace, developing a secure app should be a
priority. Swift’s syntax and language constructions exclude the several types of mistakes
possible in Objective-C. This stability means that there will be fewer crashes and cases of
problematic behavior. It doesn’t prevent programmers from writing bad code, but rather makes it
less likely to make mistakes. This adds an extra layer of quality control during development

42
SERVICES PROVIDED BY ORISON TO PARENTS , STAFF AND STUDENTS

Orison School ERP is a user-friendly, innovative and configurable solution with different
modules using SQL Server as the back-end platform that can store unlimited data.
Orison also provides financial, human resource and payroll management for schools that save
time, reduce costs and provide peace of mind. Orison School ERP comes with accuracy and
compliance that controls budgeting, accounting, payroll and help educators to build a high-
performing culture, and workflows that make sense.

The clients from various schools , offices and colleges would want customization based on
language ,notes and school programs. The calendar in the portal is always backed up by
information provided by the school team. The notice board of the school portal contains
information about the various activities that is going to take place in the school and in case the
date gets postponded or delayed the parents will get alert on their phones on the next day when
the programs is going to happen.
In the communicate module the various customizations include how the name of the teachers
should appear with / without the code or some schools prefer just the code and not the name of
the teachers.
Some schools even prefer the bus options so as to send messages to the bus groups information
about the bus to parents and students. The customizations in academic portal include weekly plan
approval with / without the HOD . If more notes for weekly plan is there then more menus can be
added by customer support team like homework , assessment and quizzes.Then the timetable of
the full year can be viewed in the timetable portal by the parent as well as the school IT. The
most important module is the finance module also comes with many customizations like students
due amount should be shown/ not shown. The total amount of fees shown / not shown. The
pending amount should be shown / not shown. The navigator and locator shows where the bus
has reached , the time of the bus departed and the time of the bus when it reaches the destination
will be shown to the parent through the mobile application of orison.school. The various website
customizations include the notes uploaded in the portal should be shown as link week vice to the
parents. The programs pictures should be shown as banner in the website.All the informations

43
about the heads and principal should be shown in the website. The parents should be able to
login to school portal through the website.

Orison College is a fully VAT enabled ERP integrated with Finance covering all area of college
administration.

Orison Nursery is collection of software integrated with Financial can manage complete process
of any Nursery.

Smart Communicator
It is a system that ensures 100 % inclusion of parents, students, teachers and management for a
quality learning environment. The system consists of notices, events, LMS, Messaging, accounts
and academic related information of a child. The system is designed in preview of enhancing
Academic, Moral and Social conditioning of a student.

Smart VMS
Our clients save the cost of GPS and multiple internet cost by just using a Mobile APP that
captures GPS and RFID inputs. Instant alert of student attendance and bus location to the parents
makes them stay connected and thereby include them in student safety.

Orison ERP – for schools and colleges

Orison ERP is a tailor made ERP for schools and colleges. The system helps to manage Student
admissions, allocations, fees , transportation, HR, Library , curriculum & co-curriculum
activities, finance, medical records, sales & purchases etc of an institute. We serve for various
curriculum which includes ICSE , CBSE, GCSE , IGCSE etc and specialized learning and
assessment platform for American curriculum , British Curriculum , Australian Curriculum ,
Canadian Curriculum , Indian Curriculum etc

BeeZer

This is a product designed to manage ‘class-discipline’ and also ‘general behavioral aspects’ of a
child. The traits defined under Positive OR Need-Improvement categories are specially crafted

44
by industry experts and physiologist’s, in-order to ensure the MORAL and SOCIAL
empowerment of a student is nurtured & nourished

ORISON SCHOOL- Mobile APP is a unique effort from Hira Computer Solutions and
Takyon247 for Educational Institutes and its various stake holders.

Orison School is here just to ensure an Easy Interface with Mobility to support the parents to stay
in close contact with the school administrations to get periodical updates on their child’s
performance, school policies, events, programs & other facilities offered by the school. Orison
School comes with various kinds of reports for the complete evaluation of the student. Orison
School can also be easily integrated with any of the existing application and can access the reports
generated in the application in your mobile without additional effort.

The main features of Orison School include:

45
1.My School - To view the school profile including, the year of establishment, vision, mission and
short description

2. Notice Board - To view the details of the events taken place in the school, also can receive
periodical alerts of invitations of any events conducting by the school.

3. Time Table - The fixed time table for each class can be viewed through this option.

4. Reports - Here the parents can avail the reports and records of their child’s education/behavior
such as Attendance Reports, Mark lists, Progress Reports, Messages, Notifications, Reference
Tip, Homework etc. to improve the effectiveness in their child’s learning/behavior. Many of these
reports are archived for future reference.

5. Complaints - The users can report anyone’s bad conduct anonymously through Orison School.
The admin will have the privilege to remove any absurd reports.

6.Communicate -Internal messaging system. Messages can send to the groups like, Science
Group, Cricket Group etc.

46
7. Locator & Navigator - One of the most useful options in Orison School. By this option, parents
with Orison School can locate their child's school as well as the school bus in which their child is
traveling.

8. Plans & Homework/Academics - This module enables teachers to assign homework to the
students and monitor them with the aid of subsequent and accurate reports.
Teachers will also be able to help the students with corresponding answers for unattended
homework.

9. Scheduler/Calendar - Scheduler can help the users to note down the events and meetings on
particular day. Users can also avail this scheduler to chart down their personal meetings too. This
key feature of Orison School is helpful for both the parents and teachers alike.

10. Weekly Plan : A mobile friendly interface to access Homework, Class work and daily
assessments.

47
Takyon360 Buzz envision developing a product that is not just serving the Vehicle Tracking but
also building a Command Center that will manage student safety.
Instant alert of student attendance and bus location to the parents makes them stay connected and
thereby include them in student safety.

ORISON BUS ATTENDANCE AND TRACKING SYSTEM (Smart Communicator)

Bus Attendance app is a user-friendly application for parents to be aware of school bus status. The
real-time information of the bus and student where about gives confidence to parents.

FEATURES

• A system that instantly reads the ID card of the student, or manual marking, and integrate with
Central Server.

• A system that will alert the parents about the absence of the student by SMS / Alert through the
phone APP.

48
• A system that parent can track the school bus and know the arrival time.

• A system that help parent OR Bus attender to trigger instant call to-and-fro for managing any
emergency. • A system that automatically give alert to parent about late in the arrival.

• Possible to manage with OR without RFID.

HIGHLIGHT

• Route wise listing of students • Instant Attendance marking • Student photo for identification

• Quick call to make calls to the concerned • Google MAPS based location tracing • ETA and
alerts to parent

• Records pick up and drop off points and time later verification.

ORISON ACADEMIC PORTAL

Orison Academic Portal is a web based tool designed to reduce the work load of teachers /staff to
a level of comfort which easily handles the student related data with 100 % accuracy and avoid
data redundancy and duplication.

Mark Entry or Grading System Independent of the curriculum, this module portraits entry form
for teachers to enter marks of various terms on the basis of the min / max marks defined as per the
curriculum which in turn gives you wide variety of progress card, tabular reports, and comparative
analysis with graphs over three years in various formats like PDF and Excel.

Mark list and Progress Card will be available for parents on Mobile App and Web. Ministry related
academic reports also incorporated in this module.

Student Attendance and Behavior Management This module helps teachers / supervisors to mark
the daily attendance of their students on daily basis by entering through the system or can be
automated using student ID card punching / scanning through various input gadgets like mobile /
tablet or RFID reader or Bus Attendance.

49
Teachers can also generate daily / weekly / monthly / annual attendance reports with attendance
percentage and teacher comments which can be seamlessly integrated to student progress report.
Teachers can also put remarks on students positive and negative behavior and also can portrayed
in final reports.

Timetable Orison Timetable for Schools contains many features like timetable for teachers,
students, master timetable, substitution for absent teachers, free teachers reports and SMS alerts.

Orison Timetable also integrates ASC timetable and display to the teachers and parents in the
Mobile App and Web.

Student Analysis and MIS Student analysis reports and graphs based on various criterias like Class,
marks, nationality, age, religion, etc can be generated from this module. It also generates
comparative graphical reports based on all the above criterias for last 3 years.

MIS module can be used by the management staffs for generating MIS reports on monthly,
quarterly and annual basis. This majorly includes total revenue, expense, receivables and payables
in tabular and analytical graphs models and also generates all the final MIS reports.

Employee Self - Service Orison offers a module of employee self - service that reliefs
organizations from routine administrative work and allows employees to update / view their own
information and request many things like leave, pay advance, salary certificate, etc.

HR/PAYROLL

A reliable mini ERP for managing all employee related requirements of any medium to large
scale companies. It is fully integrated with Financial and contains e-Storage of all documents of
the company and employees

WEB PORTALS

Academic Portal is exclusively developed for teachers and administrative staff that helps schools
and colleges to create a brand new educational culture

50
ORISON REAL ESTATE

Spend more time with your clients with this mini ERP, allowing you to run and access your
database from anywhere, anytime. Its integration with Orison financial reduces the work to bare
minimum.

ORISON EMPLOYEE SELF SERVICE

Orison Employee Self Service (ESS) is a web-based application that provides employees with
access to their personal records and their payroll details.

ORISON DOCUMENT CONTROL SYSTEM

It is a web based application which controls the life cycle of documents in your organization —
how they are created, reviewed, and published, and how they are ultimately disposed of or
retained with security and reliability.

CONTROL PANEL 1

Control panel 1 includes many menus which are not accessible by parents and students but only
by the IT Department . The main menus are the profile , Manage information, digital resources,
articles, reports , manage users , account settings , weekly plan , approve weekly Plan and login
card. In manage users its mainly if the parents forgot the password or cannot login into the
account then the IT managers can change through manage user menu. Account setting is the
menu in which the data put into it will reflect into the portal. We can change the weekly plan
settings , add a new menu , delete a menu through this menu. Login card shows all the details of
the students studying in that school with their username and password. The template menu and
articles are directly connected to the website as such whatever posted or uploaded in these menu
will directly show in the website of the school. The gallery menu is where the pictures of events
happening in the school can be uploaded and the parents are able to view it through mobile
application or web.

51
52
ORISON SOFTWARE CLIENTS

53
54
 CHAPTER-6

LEARNING FROM INTERNSHIP

55
 CHAPTER -6

LEARNING FROM THE INTERNSHIP

Customer service is the provision of service to customers before, during and after a purchase .A
customer support is a range of customer services to assist customers in making cost effective and
correct use of a product. It includes assistance in planning, installation, training, trouble shooting,
maintenance, upgrading, and disposal of a productThese services even may be done at customer's
side where he/she uses the product or service. In this case it is called "at home customer
services" or "at home customer support." Happy clients are key to success of every business and
first class customer service is essential for that. Consumers today are smarter, more empowered
and more connected. They know the difference between good customer service and bad customer
service. Regarding era, merchandise inclusive of cell telephones, televisions, computers,
software program products or different digital or mechanical goods, it's far termed technical help.
Businesses targeted at the services region are expected to fare better compared to different
sectors in the UAE‘s trade growth amid international macroeconomic volatility. Customer
service employees should have some specific traits – both character traits and abilties. Customer
service personnel need to have a few specific characteristics – both persona trends and talents.

Emotional intelligence (EI) -A customer service professional interacts with tens if not hundreds of
users each day. Each support interaction happens at a different emotional wavelength and
frequency.Candidates who have sound emotional intelligence can easily adjust to all the different
emotional states of the customers and fine-tune their responses accordingly. Emotionally
intelligent candidates are also more empathetic, thoughtful, thorough, and tactful among other
things.

There’s Never Too Much Gratitude -In the customer service industry Thank you too is one of the
magic phrases that make a huge difference in customer service. Instead of empty-headedly
uttering You’re welcome, we can take the occasion to express your genuine gratitude to the

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people who do business with your company, make your job necessary and, eventually, pay your
wages.

Failures Help Us Improve-Customer service often involves dealing with disasters – unsuitable
merchandise, gadget shortcomings, delivery inefficiencies, miscommunication, human mistakes,
imperfect rules, broken promises and so forth. The real truth the extra problems you encounter,
the greater solutions you'll find. We learn to cope with demanding situations and recover at a
faster tempo. We also get a terrific habit of retrospectively reading conditions you’ve dealt with
badly to provide you with a higher method next time.

Patience -Not only is patience important to customers, who often reach out to support when they
are confused and frustrated, but it’s also important to the business at large.

Knowledge of the product - The pleasant forward-dealing with employees in your corporation
will paintings on having a deep understanding of ways your product works. Without knowing
your product from front to back, you won’t know the way to assist clients once they run into
problems.

Stress management

Getting negative feedback from customers, figuring out complex queries, and handling a long
stream of support tickets each day is stressful. The very nature of the job of a customer service
representative makes stress management a crucial skill for the candidates.
Unless a person is really good at stress management, they’ll likely succumb to the job stress. As
a result, the level of support, the degree of empathy, and the overall quality of support will
become poor, not to mention the risk of high turnover.

Being a team player

No matter what level of product documentation, FAQs, or knowledge bases you maintain, there
are always times when a customer support person has to ‘ask’ the fellow teammates for answers
to specific user queries. Lots of times, support agents also have to transfer the tickets to the right
people on the team (while still tracking it to closure).

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Being a team player is a very useful quality for all these situations as team players are easy to
work with and can handle such collaboration effortlessly.

Empathy-Empathy is one of the core qualities to look in a customer service role. As a powerful
personality trait, empathy helps a person understand others and their situations at a much deeper
level.
Candidates who are empathetic can quite naturally feel the frustrations of the customers and keep
that mind when responding to them

Apologize First, No Matter Who’s at Fault-No one enjoys being wrong. In service industry,
when dealing with complaints and claims, it’s human nature to try first of all to find out what lies
at the bottom of it all, that is to understand what went wrong, when and why, and how it can be
avoided in the future. However, for an angry or frustrated customer it really looks like pointing
fingers or flipping the script, which only makes the matter worse. So, before it piles up and
becomes a bigger problem, always try to defuse tension and sincerely apologize on behalf of my
company.Timeliness is Synonymous with Respect-Indeed, timeliness is next to godliness. The
ability to solve a customer’s issue quickly and easily is fundamental to the success or failure of
the customer service experience. In case you do not manage to resolve it on the spot and have to
follow up with them later, it’s a common good practice to let the customer know when exactly
they can expect to hear back from you. And, certainly, do your best to get back to the customer
within the promised time frame. If you respect your customers’ time, they’ll be happy to give
you their repeat business.
Customers Appreciate a Personal Touch-People like being remembered - When it involves on
line customer support, the team likely can’t galvanize them by way of spotting faces or
remembering names, however you can do your satisfactory to make the revel in more first-rate
for returning clients. There are masses of great little matters we are able to deploy to win
unswerving customers with a non-public touch. But first and predominant, make certain to talk to
your clients like a ordinary character, not a robotic machine or answering system.

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There’re No Unnecessary Questions-From time to time, we have to deal with really odd
situations while performing my customer service job. There are calls from visitors who happen
to come to a wrong website through a search engine, others come from websites of our
customers. In many cases, odd questions have little to do with the Live Chat software Provide
Support offers, but always try to address their inquiries with a due respect and prompt attention.

Don’t be afraid to ask for feedback

Make sure to listen to your customers. They are the people who want your company to perform
better, and more often than not, they do have insightful ideas on how to improve your business.
Follow up on every complaint, let your consumers share their opinion about their experience
with you, keep open to any kind of suggestions or feedback they might have. Most of customers
respond positively to an opportunity to help you improve your operations, and by acknowledging
the importance of their opinion you bring along the spirit of close collaboration which is
extremely important for building long-lasting successful relationships

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CONCLUSION

Good customer service means having a thorough knowledge of your product, experience with
your products, and being able to help customers make the best choices for them.
Customer service programs should focus on treating customers well, answering questions, and
exceeding their expectations. This approach helps businesses engage customers and build strong
relationships. Retains customers – Keeping loyal customers is way less expensive than getting
new ones.
One of the main causes of a customer service breakdown is the lack of goal-setting on the
business’ end. Sometimes, employees aren’t provided with the right training or tools in order
to effectively complete their jobs. Low Employee Engagement can Often, customer service
breakdowns happen as a result of poor employee engagement. A solid customer recovery
plan can help your organization to fix customer service issues. In addition to dealing with the
root causes of customer service breakdowns in business, it’s important to focus on service
recovery tactics.
Therefore the customer service industry is the most important industry and fastest growing sector
in all countries and employing the right people for this industry can soar the profits of the firm.

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