Term Paper On

The Nature of Managerial Work in HandyMama.co

aapnar sob kaaj kore dei

HandyMama.co

Developed For:
S.S.M. Sadrul Huda
Assistant professor,
Dept of Business Administration
EAST WEST UNIVERSITY

Date of Submission: 27th March, 2016

Developed By:

Group Members

1
2
3
4
5
Page 2

cAknowledgmt

To complete our assignment, first of all our team is very grateful to Almighty Allah for the hard work,

dedication, team effort and patience we put to finish our assignment work on time. The team would
like to thank the officials and website of HandyMama.co from where we took the information, some

of our relatives, friends and the respected officials of the bank who had helped us a lot by providing

necessary information to complete the project successfully. Information on their site helped and
supported us a lot and without it we could not complete the assignment properly. We also like to

thank our team members as all of them devoted their full support and cooperation and gave

valuable time to the assignment work. Finally we are very grateful to our course instructor Mr.
S.S.M. Sadrul Huda who inspired and suggested us to do the assignment, and helped us in every

possible way. The team is very thankful to him and honors to have Mr. S.S.M. Sadrul Huda as an
instructor.

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March 27, 2016

S.S.M. Sadrul Huda
Assistant professor,
Department of Business Administration
East West University
Sub: Term Paper on the Nature of Managerial Work in HandyMama.co
Respected Sir,
It is indeed a great pleasure to have the opportunity to submit the assignment paper. We have prepared
this assignment report in accordance with the instructions given by you. Our topic is The Nature of
Managerial Work in HandyMama.co We think that, working on this topic was very interesting and we
have explored something remarkable through our assignment.
This assignment is to describe our observation, learning and recommendation based on the knowledge
and experience gained during the course. So, all of our works have been done according to your
guidelines.
We are glad to have the opportunity to work on this assignment. This assignment paper has provided
us learning opportunity and compares theoretical knowledge with practical situation.
We hope that, you would be king enough to accept our assignment and bless us.
Sincerely,
1.
2.
3.
4.
5.

Amran
Lethy
Shahina
Samira
Polock

Page 4

aTbleofCntsExcuivSmry
Contents:

Page Number:

Executive Summary
Introduction
Company Background
Managerial work at HandyMama.co
Decision process at HandyMama.co
Planning at HandyMama.co
Content of Managerial at

06
10
11
12-13
13
14
14-15

HandyMama
Managerial Rules at HandyMama
Demand, Constraints and Choices
Situational Determinants at

16
17-18
19-20

HandyMama
Level of Management at

HandyMama
Guidelines for HandyMama
Conclusion
Bibliography
Appendixes

20

21-23
24
25
26

HandyMama is the pioneering web and mobile-based platform in Bangladesh connected with

a dedicated call center that offers you the most convenient, smartest, easiest and affordable
way to get your household works done quickly and efficiently.

HandyMama prefers the customers needs and to fulfill that successfully, HandyMama

conducted a survey to some particular areas of Dhaka city including Gulshan,

Mohammadpur, Dhanmondi and Basundhara. Based on the customers needs, HandyMama

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ran its pilot operations at some of the areas. After many trial and error phases, HandyMama
got an immense learning and inch-meal is stepping toward to the new areas to cover with a
handsome and active team members, expert HandyMamas (Technicians)and very fair service
charges. HandyMama every cleaning service is all-purpose; some businesses specialize in
one type of cleaning. When you're deciding what services to offer, think about what your
abilities are and what niche you can fill in your community. Here are a few types of services
HandyMama could consider offering: Carpet cleaning or floor waxing services. Window
washing services, Cleaning, Laundry, Electrical, Plumbing, Janitorial services, Private
residence maid services and Organic cleaning services.

Objectives of this Study

The primary objective of study is Leadership, Power and Influence adopted by

"HnadyMama". The objective is supported by five secondary objectives, achieving them
will lead to the fulfillment of primary objective. They include

To identify the Managerial work strategies used by HandyMama.

To analyze the standard of customer satisfaction for products offered by HandyMama.

To identify different activities followed by HandyMama in order to establish

managerial position.
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To analyze the effectively of Managerial strategies adopted by HandyMama.

To highlight on different aspects that a service based cleaning system must follow in
order to increase its market trust and for being on a continuous growth stage.

Methodology
Research methodology
In this thesis, the researcher has used qualitative research method and also some theories to
analyze what kinds of reasons led to the difference. The theoretical part includes information
gathered from literature and Internet dealing with business strategy. The large amounts of
necessary data and information were collected from the Internet. This thesis will describe the
current development of HandyMama.co in Bangladesh, and also use theories and realities to
explain the reasons for their performances in Bangladesh. On one hand, researcher will
analyze the strategies of company from the perspective of business strategy; on the other
hand, the researcher will analyze reasons from the perspective of competition strategy
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In addition, the research contains personal interviews. There were a lot of participants'
observations that the managers and customers in the Bangladeshi market know the goal of
our research. For our questionnaires, the researcher only asked them at most 10 questions.
However, the study included primary and secondary data. The primary data was collected
with qualitative methods by interviewing the customers and managers. The secondary data
was from books, Internet, and course materials with some relevant information.
Primary Data Collection

Interview with Officials.

Group discussion

Visits HandyMama.co.
Take recommendation from officials.

Interviewing Customers.

Secondary Data Collection

Company website
Internet
Book: Leadership, Power and Influence and Class lecture.

Limitations

1. The analysis is done on 50 questionnaires in limited area (i.e. EWU Campus).

2. HandyMama website did not show the record of performance of any of their specific
eatables.
3. 100% response rate is not found from the respondents. Some extent of biasness is
found because of Brand loyalty while answering the questions.
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4. Potential biases such as reluctance of customer, executives etc.

5. Lack of interest of the respondent is one of the major problems.
6. The Geographic extent of this study is limited to the Bangladeshi market.
7. The researcher has tried to present a birds eye view and it may not be an in depth
study.
8. This term paper prepared only our personal judgments and class lecturer about
Leadership, Power and Influence.
9. In our secondary information source internet many information blocked or not
available.

Introduction

HandyMama.co-- A branded network of all kinds of professional cleaning and maintenance

services. HandyMama is the pioneering web and mobile-based platform that helps you with
different household services like cleaning, electric and plumbing in the easiest, quickest and
most efficient way. HandyMama is always ready to serve you with the motto of-aapnar sob
kaaj kore dei. HandyMama.co is a web and mobile based platform with a call center in place
where people can outsource their everyday household and other important tasks by hiring
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skilled professionals from their neighborhoods. Using HandyMama.co, the users are able to
post their tasks with pictures and other details as like as they do it in Facebook! Or the users
can directly call to our call center (01928 29 29 29) to order a task. The smart task
distribution system of HandyMama.co connects their posted task to a thoroughly verified
professional who lives in their neighborhoods. Our 24 X 7 call center also makes sure that the
selected taker goes to the clients house in time and finishes the task properly with 100%
satisfaction.

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Company Background

Now days, people are becoming so busy. They work long hours in offices/ businesses and
then also at home. They dont get much to time relax, to socialize or even to spend with their
families. HandyMama.co comes here to solve these critical problems with an ultimate vision
of helping people live a Better, Smarter and Happier life. Shah Paran, a dreamer with
Entrepreneurial DNA and a mindset to Change the World, is working hard to establish this
company with the association with a cofounder having Programming and Software
Development background. However, HandyMama.co became the founders dream company
since the idea peeped up in his mind back in 2014.
The company is now incorporated. The will be operating as HandyMama.co Ltd. in
Bangladesh though it has potential to go global in future. HandyMama.co-- A branded
network of all kinds of professional cleaning and maintenance services. HandyMama saves
your Money, Time and energy
Each and every cleaning professional are 4-step trained, well dressed, and well mannered.
Besides, they are thoroughly verified, and background checked in various ways

Specialties: Cleaning services, Office cleaning services, Maintenance services, Handymen.

Website http://handymama.co/
Industry: Outsourcing/Off shoring
Type: Privately Held
Headquarters: Road#84, House# 3B Gulshan Park View, Gulshan-2 Dhaka,1212
Bangladesh
Company Size: 200 employees
Founded: 2015

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Activity
Patterns
HandyMama.co

in

Managerial

work

at

HandyMama managers spend their times with subordinates, peers, superiors, outsiders. Often
they use different forms of interactions such s telephone, scheduled meetings, unscheduled
meeting, written messages etc. it is important where their interactions occurred and how long
it last.
Pace of work hectic and unrelenting at HandyMama.co

Managers of HandyMama are receive almost continuous requests for information, assistance,
directions authorizations from a large number of people such as subordinates or people
outside the organization. Normally their managers works long hours, sometimes take work
home. Based on research. Managerial activities of HandyMama contradicts the popular
conception of managers as people who carefully plan and waiting for the occasion exception
to normal operations which may require their attention.

Content of work is varied and fragmented in HandyMama.co

Normally managers of HandyMama are engage in a variety of activities each day.
HandyMama managers are trying to follow Mintzbrgs managerial roles.

Many activities are reactive at HandyMama

Managers of HandyMama spend considerable part of their time in careful analysis of
business problems and development of elaborate plans to deal with them. We find
that, most managers devote little time to reflective planning. HandyMama managers
are more likely to respond to a problem when there is pressure for immediate actions
due to a crisis, deadlines, or expectations of progress by someone important. Mangers
are likely to ignore a problem or postpone dealing with a problem when there is no
external pressure for action.
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Interactions often involve peers and outsiders at HandyMama

HandyMama managers spend considerable time with people outside the organization
such as customers, clients, suppliers, subordinators, people in government agencies,
important people in the community and managers from other organizations.

HandyMama managers use different parts of their network for different purposes and extend
the networks as needed to accomplish a particular objectives. They developed their networks
in many ways.

Talking with people before, during or after meetings, ceremonies and social events
Serving on special committees, interest groups and task forces
Joining civic groups, advisory boards and social clubs
Attending workshops, trade shows, and meeting of professional associations

Good network relationships in the organizations are associated with greater influence over
subordinates.

Decision Process at HandyMama.co

HandyMama decision process is identifying problems and opportunities and then resolving
them. Making a decision is committing to a course of action A decision made in response to a
situation that has occurred often enough to enable decision rules to be developed and applied
in the future.

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Planning is in formal and Adaptive at HandyMama.co

Informal planning is not definitively regulated by law. Only its integration into formal urban
land-use planning is laid down by the Building Code. According to Section 1 (6) no. 1,
development concepts and other urban development plans adopted by the local authority are
to be taken into account in preparing land-use plans. Informal plans are adopted by the
HandyMama

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Content of Managerial Work at HandyMama.co

What managers actually do, how they do it and why, are fundamental questions. There are a
number of generally accepted answers. Managers have a vision of themselves which they
largely persist in believing and propagating that they sit in solitude contemplating the
great strategic issues of the day; that they make time to reach the best decisions and that their
meetings are high-powered, concentrating on the meta-narrative rather than the nittygritty.handi mama using these systems.

performs a great quantity of work at an unrelenting pace

undertakes activities marked by variety, brevity and fragmentation

has a preference for issues which are current, specific and non-routine

prefers verbal rather than written means of communication

acts within a web of internal and external contacts

is subject to heavy constraints but can exert some control over the work.

Job description of HandyMama:

Client services managers perform job tasks similar to those performed by customer service
representatives. However, as managers, they also supervise other client services
representatives.
In general, representatives work to ensure client satisfaction with an organization's product or
service. They are often the primary point of contact for a client or customer. Their job tasks
include directing and controlling the processing and fulfillment of orders, fielding customer
inquiries, and resolving customer complaints. They may also streamline business operations,
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provide product training to customers, discuss technical aspects about a product and oversee
marketing campaigns.
Also, they often develop procedures, establish standards and track shipments to ensure that
delivery occurs timely. They may work with logistics, transportation, sales, and other
departments for coordination purposes.

Managerial Roles at HandyMama.co

Although the work varies, depending on the type and size of the employing organisation,
typical activities are likely to include some or all of the following:

providing help and advice to customers using your organisation's products or services;

communicating courteously with customers by telephone, email, letter and face to

face;

investigating and solving customers' problems, which may be complex or longstanding problems that have been passed on by customer service assistants;

handling customer complaints or any major incidents, such as a security issue or a

customer being taken ill;

issuing refunds or compensation to customers;

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keeping accurate records of discussions or correspondence with customers;

analysing statistics or other data to determine the level of customer service your
organisation is providing;

producing written information for customers, often involving use of computer

packages/software;

writing reports analysing the customer service that your organisation provides;

developing feedback or complaints procedures for customers to use;

improving customer service procedures, policies and standards for your organisation
or department;

meeting with other managers to discuss possible improvements to customer service;

being involved in staff recruitment and appraisals;

training staff to deliver a high standard of customer service;

leading or supervising a team of customer service staff;

learning about your organisation's products or services and keeping up to date with
changes;

keeping ahead of developments in customer service by reading relevant journals,

going to meetings and attending courses.

Demand, Constraints and Choices at HandyMama.co

Demands of the job

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Demands are what anyone in the job must do. They can be performance demands requiring
the achievement of a certain minimum standard of performance, or they can be behavioural
demands requiring that you undertake some activity such as attending certain meetings or
preparing a budget. Stewart lists the sources of such demands as being:

Manager-imposed demands work that your own line manager expects and that you
cannot disregard without penalty.

Peer-imposed demands requests for services, information or help from others at

similar levels in the organisation. Failure to respond personally would produce
penalties.

Externally-imposed demands requests for information or action from people outside

the organisation that cannot be delegated and where there would be penalties for nonresponse.

System-imposed demands reports and budgets that cannot be ignored nor wholly
delegated, meetings that must be attended, social functions that cannot be avoided.

Staff-imposed demands minimum time that must be spent with your direct reports
(for example, guiding or appraising) to avoid penalties.

Self-imposed demands these are the expectations that you choose to create in others
about what you will do; from the work that you feel you must do because of your
personal standards or habits.

Constraints
Constraints are the factors, within the organisation and outside it, that limit what the jobholder can do. Examples include:

Resource limitations the amounts and kinds of resources available.

Legal regulations.

Trade union agreements.

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Technological limitations limitations imposed by the processes and equipment with

which the manager has to work.

Physical location of the manager and his or her unit.

Organisational policies and procedures.

Peoples attitudes and expectations their willingness to accept, or tolerate, what the
manager wants to do.

To this list for todays world we would add factors which will impose constraints such as:

ethics your own and those to which your organisation adheres

the environment climate change and remediation.

Choices
Many managerial jobs offer opportunities for choices both in what is done and how it is done,
though the amount and nature of choice vary. Managers can also exercise choice by
emphasising some aspects of the job and neglecting others. Often they will do so partly
unconsciously. The main choices are usually in:

What work is done

How the work is done

When the work is done.

Analysis of your job using these concepts of demands, constraints and choices can be
revealing, particularly if it leads to the recognition that one or other aspect needs changing.
Note that demands and constraints also apply to many employees who work in the
organisation. Choices, however, often do not apply to employees doing routine jobs.

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Situational Determinants at HandyMama.co

In HandyMama there are differences in the pattern of demands, constraints and choices for
different types of managerial job, depending on aspect of the situation such as the type of
organization and the nature of the work.
Pattern of Relationship- The demand made on a manager by superiors, subordinates, peers
and persons outside the organization influence how the managers time is spent and how much
skill is needed to fulfill role requirements. More time is needed to deal with subordinates.

Work Pattern in HandyMam.co

HandyMama,they are following those factors for classifying managerial jobs.

1- The extent to which managerial activities are either self-generating or a response to
the requests,instructions and problems of ther people.
2- The extent to which the work is recurrent and repitive rather than variable and unique.
3- The amount of uncertainity in the work.
4- The extent of managerial activities requiring sustaining attention for long periods of
time.
5- The amount of pressure to meet deadlines.

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ExposureThere is more Exposure when decisions and actions have important,highly visible
consequences for the organization and mistakes or poor judgement can result in loss
of resources,disruption of operations and risk to human health and life.

Level of Management at HandyMama.co

Higher level Management- A manager at a high level in the authority hierarchy of this
organization typically has more responsibility for making important decision,including
determination

of

organization

objectives,planning

of

strategies

to

obtain

objective,determination of general policies,design of the organization structure and

allocation.
Lower level management- They must operate within the constraints imposed by formalized
rules and policy decisions made at higher levels. They had less discretion,were required more
often to consult with superiors before taking action on decisions and made the final choice in
a decision less often.
Size of organizational unit- Usually manager has a large number of subordinates. Handy
Mama also have large number of subordinates. It is more difficult to get all of them together
for meetings or to consult individually with each subordinates. So their manager ten to use
less participative leadership or to limit it.
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How much discretion Do managers Have at HandyMama

HandyMamas situational research provides strong evidence that aspects of the situation
influence the activity pattern and behavior content of managers. A managerial position makes
various demands on the person who occupies it and the actions of the occupant are
constrained by laws, policies, regulations, traditions and scope of formal authority.

Guidelines
for
HandyMama.co

Performing

Managing

Time

by

The managers of Handy Mama can utilize their time wisely, cope with demands, and handle
role conflicts by using the following issues
Understand the reasons for demands and constraints:
It is essential to learn how others perceive the manager's role and what they expect.
Perception of demands and constraints inevitably involves subjective judgments, but the
managers of HandyMama take the time necessary to gather sufficient information on which
to base these judgments. Do not assume that everyone agrees with their vision. Priorities or
ideas about effective management. Before the taking of decisions by the managers of Handy
Mama they try to satisfy people or modify their expectations, it is necessary to understand
what they actually desire.
Expand the range of choices.
The managers of Handy Mama focus on the demands and constraints and fail to give
adequate consideration to oppot1unities to define the job in different ways. It is essential to
step back from the job and see it in a broader strategic perspective and Handy Mama wisely
does this. It is usually possible to be proactive with superiors about defining the job in a way
that allows more discretion, especially when role ambiguity is already present due to poorly
defined responsibilities. Choices may be expanded by finding ways to avoid demands and
reduce constraints. A manager's planning and agenda development should include a conscious
analysis of the demands and constraints limiting current effectiveness.

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 Determine what you want to accomplish.

Time is a scarce resource that must be used well if the manager is to be effective. The key to
effective time management knows what you want to accomplish. A person with a clear set of
objectives and priorities can identify important activities and plan the best way to use time;
without dear objectives, no amount of planning will improve time management. Handy
Mama utilizes their time in a efficient way.

Analyze how you use your time.

It is difficult to improve time management without knowing how time is actually spent. Most
managers are unable to estimate very accurately have much time they spend on different
activities. Most time management systems recommend keeping a daily log of activities for 1
or 2 weeks. The log should list each activity in 15-minute blocks of time. It is helpful to
indicate the source of control Over each activity. Handy Mama Keep a log book for keeping
the description of all of their activities.
Plan daily and weekly activities.
The extensive practitioner oriented literature on time management shows considerable
agreement about the importance of planning daily and weekly activity in advance. When
planning daily activities, the first step is to make a to-do list may be used with a calendar
showing the next day activities. The effective leaders of Handy Mama keep the note of the
activity that are following.
Avoid unnecessary activities.
Managers who become overloaded with unnecessary tasks are likely to neglect activities that
are important for attaining key objectives. Managers may accept unnecessary tasks because
they are afraid of offending subordinates, peers, or the boss, and they lack the self-confidence
and assertiveness to turn down requests. One way to avoid unnecessary tasks is to prepare
and use tactful ways to say no. Some unnecessary but required tasks can be eliminated by
showing how resources will be saved or other benefits attained. Unessential tasks that cannot
be eliminated or delegated can be put off until slack times. Sometimes when a task is put off
long enough, the person who requested it will discover that it is not needed after all. The
employees of Handy Mama wisely do all of the above activities.
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 Conquer procrastination.
Even when it is obvious that an activity is important, some people delay doing it in favor of a
less important activity. One reason for procrastination is the fear of failure. People find
excuses for delaying a task because they lack self-confidence. One remedy for a long,
complex task is to divide it into smaller parts, each of which is easier and less intimidating.
Deadlines are also helpful for overcoming procrastination. When setting deadlines for
completion of difficult tasks, it is better to allow some slack and set a deadline that is earlier
than the date when the task absolutely must be completed. Handy Mama also practice this
very successfully they motivate their employees by using various tools and tactics.
Take advantage of reactive activities.
Although some degree of control over the use of one's time is desirable, it is not feasible for a
manager to plan in advance exactly how each minute of the day will be spent. The
unpredictable nature of the environment makes it essential to view chance encounters,
interruptions, and unscheduled meetings initiated by others not just as intrusions on
scheduled activities, but rather as opportunities to gain important information, discover
problems, influence others, and move forward on implementation of plans and informal
agendas. Handy Mama take reactive decision in most of the cases when it is necessary.
Make time for reflective planning.
Managers face relentless pressures for dealing with immediate problems and responding to
requests for assistance, direction, or authorization. Some of these problems require immediate
attention, but if managers become too preoccupied with reacting to day-to-day problems, they
have no time left for the reflective planning that would help them to avoid many of the
problems, or for the contingency planning that should help them cope better with unavoidable
problems. Handy Mama uses this tactics for making reflective planning.
Guidelines for Problem solving: Dealing with disturbances and problems is an important
activity that requires considerable time for most managers. The following guidelines is
managed by the managers of Handy Mama to make better use of time
Identify important problems that can be solved.
A manager always faces more problems than can he resolved. Therefore, it is desirable for the
manager to evaluate (1 ) whether a problem can be' solved within a desirable time period with
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available resources, and (2) whether it is worthwhile to invest the time, effort, and resources
on this problem. Managers of Handy Mama should attempt to avoid or postpone action on
problems that are either trivial or intractable.

Conclusion
Excellence in customer service can only be fully achieved by having an organizational culture
and value system which places the customer at the heart of everything that an organization.
Clients can get the best service with a reasonable cost from HandyMama. Often, they have to
pay a handful amount of money to their permanent home servant or people who take care of
your household chores and different everyday problems to fix like plumbing, electric,
cleaning and so on.
HandyMama saves clients time by doing all their low value tasks and let focus on clients
other valuable tasks. HandyMama is always ready at clients call. Whenever clients call
HandyMama, our trained and expert taker will knock at clients door and do the tasks for
clients. Ensuring the best is the core uniqueness of HandyMama effort. HandyMama taskers;
have high experience in their own field with 100% Satisfaction Guarantee Getting.
HandyMamas service is the most easiest, secured and convenient for clients. Ordering any
service in HandyMama is just a one-call matter. HandyMama has all legal ground and clients
can easily put your trust on that. In addition, the takers HandyMama have are committed to
the company proving that they have signed on a paper to be loyal and harmless to the
customers.

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Bibliography:

Web site

http://handymama.co/

Facebook https://www.facebook.com/ILoveHandyMama
https://twitter.com/ILoveHandyMama
www.linkedin.com/company/handymama-co

Primary Data Collection

Interview with customer and officials.

Group discussion

Visits HandyMama office.

Take recommendation from customer

Interviewing Customers.

Secondary Data Collection

Company website
Internet
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Book: Leadership in Organizations and Class lecture.

Appendixes

East West University

The Nature of Managerial Work in HandyMama.co

Office Survey Questionnaires

Course Title: Leadership, Power and Influence
Course Code: HRM419
Section: 01

1.
2.
3.
4.
5.
6.

What are the existing services provide HandyMama.co to their Clients/ Customers?
What are the patterns in Managerial work that the followed by HandyMama?
Who makes the Managerial decision of HandyMama?
Who makes the plan for problems solving of their services?
How their Managerial behavior is influenced by the nature of their job?
How can Managerial activities and behavior affected by level on management, unit
size and lateral interdependence?
Page 27

7. How does the Organizational life cycle affect the relative importance of different
Managerial functions and activities the HandyMama?
8. How the Managers of HandyMama solve the difficulty of managing their time?
9. What kind of attempts taken by the superior of HandyMama to improve time
Management and problem solving?

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