INTERNSHIP REPORT

ORGANIZATIONAL STUDY AND PROBLEM ANALYSIS

Submitted to
COCHIN UNIVERSITY OF SCIENCE AND TECHNOLOGY
In partial fulfillment of the requirement of the award
Of
MASTERS DEGREE IN BUSINESS ADMINISTRATION

2014-2016
By
FADHILI ABDU KIYAO
Roll No. 018
Under the guidance of
Dr. Prof. Mohammed Aslam

School of Management Studies

Cochin University of Science and Technology
Kochi-682022

TABLE OF CONTENTS
TABLE OF CONTENTS .......................................................................................i
LIST OF TABLES ................................................................................................ v
LIST OF FIGURES ............................................................................................. vi
DECLARATION ................................................................................................vii
ACKNOWLEDGEMENT ................................................................................. viii
ABBREVIATIONS ............................................................................................. ix
Chapter 1 Methodology............................................................................................. 1
1.1 Introduction ................................................................................................. 2
1.2 Sources of data ............................................................................................ 2
1.2.1 Primary Data......................................................................................... 2
1.2.2 Secondary Data..................................................................................... 2
1.3 Sampling ..................................................................................................... 3
Chapter 2 INDUSTRIAL ANALYSIS ...................................................................... 4
2.0 Business Analysis ........................................................................................ 5
2.1 Internal Environment ................................................................................... 5
2.2 External Environment ................................................................................ 11
2.2.1 Analysis of External Environment PESTEL analysis........................ 12
2.2.2 Competitors Analysis .......................................................................... 19
2.3 SWOT ANALYSIS ................................................................................... 20
Chapter 3 ORGANIZATIONAL ANALYSIS ......................................................... 25
3.0 Description of Tanga Urban Water Supply and SANITATION
AUTHORITY (Tanga UWASA) ..................................................................... 26
3.1 The history and legal status........................................................................ 26
3.2 Organizational structure............................................................................. 28
i

3.3 Board Members and Management Profiles ................................................ 29

3.3.1 Board Members Profile ....................................................................... 29
3.3.2 Management Profile ............................................................................ 30
3.4 Tanga UWASA Organization structure...................................................... 32
3.5 Geography and geophysical description ..................................................... 33
3.6

Vision, Mission and objectives .............................................................. 34

3.6.1

Vision statement .................................................................................. 34

3.6.2

Mission statement ................................................................................ 34

3.6.3

Core Values.......................................................................................... 34

3.6.4

Objectives ............................................................................................ 35

3.7 Marketing .................................................................................................. 36

3.7.1 New product development .................................................................. 36
3.7.2 Promotion ........................................................................................... 36
3.7.3 Sale- locating customers ..................................................................... 37
3.7.4 Payment collection.............................................................................. 39
3.7.5 after sales services .............................................................................. 39
3.8 Operations/Manufacturing ......................................................................... 40
3.8.1 Water Production Process ................................................................... 40
2.8.2 Quality control.................................................................................... 43
3.9 Accounting and Finance ............................................................................ 44
3.9.1 A/c system adopted ............................................................................. 44
3.9.2 Source & application of funds ............................................................. 45
3.9.3 Management of payables and receivables ............................................ 46
3.9.4 Costing system.................................................................................... 46
3.9.5 Pricing system .................................................................................... 46
ii

3.9.6 Budgeting and budgetary control ........................................................ 47

3.9.7 Financial analysis of a few previous years statement of accounts ....... 47
3.10 Personnel & HR....................................................................................... 48
3.10.1 Recruiting ......................................................................................... 48
3.10.2 Induction .......................................................................................... 49
3.10.3 Training- types & where used (process of training) ........................... 50
3.10.4 Performance appraisal system ........................................................... 50
3.10.4 IR scenario........................................................................................ 51
3.10.5 Grievances & Grievance handling ..................................................... 52
3.10.6 Discipline ......................................................................................... 52
3.10.7 Separation ......................................................................................... 53
Chapter 4 PROBLEM ANALYSIS ......................................................................... 54
4.0 Problem Statement .................................................................................... 55
4.1 Goal statement ........................................................................................... 55
4.2 Average Bills............................................................................................. 56
4.3 Problem Analysis ...................................................................................... 56
4.3.1 Average Bills Distribution by Reading Type ....................................... 57
January 2015 ................................................................................................... 58
February 2015 ................................................................................................. 59
March 2015 ..................................................................................................... 60
May 2015 ........................................................................................................ 61
4.3.2 Stuck Meters and Gate Closed/ No Access Meters .............................. 62
4.4 Potential Proposed Solutions ..................................................................... 64
Chapter 5 CONCLUSION AND RECOMMENDATIONS ..................................... 66
CONCLUSION ............................................................................................... 66
iii

RECOMMENDATIONS .................................................................................... 66
REFERENCES ............................................................................................... 67

iv

LIST OF TABLES
Table 3-1: Average Bills Distribution by Consumption ............................................................. 57
Table 3-2: Average Bills Distribution by Number of Accounts.................................................. 57
Table 3-3 : Table showing the effect of adjustments on billed volume from selected
Customers ................................................................................... Error! Bookmark not defined.

LIST OF FIGURES
Figure 21: Zigi River Water Source....................................................................................... 41
Figure 22: Mabayani Dam ..................................................................................................... 42
Figure 23: Mabayani Water Pumps ....................................................................................... 42
Figure 24: Water Clarifiers .................................................................................................... 43
Figure 25: Laboratory Water treatment .................................................................................. 43
Figure 26: Recent Tanga UWASA job advertisement posted on their website ....................... 49
Figure 27: Process flow of OPRAS ....................................................................................... 51
Figure 31: January 2015 average bills distribution by consumption ....................................... 58
Figure 32: January 2015 average bills distribution by number of customers........................... 58
Figure 33: February 2015 average bills distribution by Consumption .................................... 59
Figure 34: February 2015 average bills distribution by number of customers......................... 59
Figure 35: Average bills distribution by Consumption ........................................................... 60
Figure 36: March 2015 Average bills distribution by number of customers ........................... 60
Figure 37: May 2015 Average bill distribution by Consumption............................................ 61
Figure 38: May 2015 Average Bills Distribution by Number of customers ............................ 61
Figure 39: June 2015 Average Bills distribution by Consumption ......................................... 62
Figure 310: June 2015 Average Bills Distribution by Number of Customers ......................... 62
Figure 311: Number of Stuck Meters trend for the period between January 2015
and June 2015 ........................................................................................................................... 63
Figure 312: Consumption Pattern for January 2015 to June 2015 for Stuck Meters................ 63

vi

DECLARATION

I, hereby declare that the Organization Study and Problem analysis entitled
Average Bills Management is bona-fide work done by me at TANGA URBAN
WATER SUPPLY AND SANITATION AUTHORITY, TANGA - TANZANIA.
This internship is done in partial fulfillment of the award of Masters Degree in
Business Administration at Cochin University of Science and Technology, during
the summer vacation, June 2015.

Place: Cochin University

Date: 03/08/2015

Fadhili Abdu Kiyao

vii

ACKNOWLEDGEMENT

It gives me immense pleasure to acknowledge and thank all those who have given
consistent guidance, advice and encouragement in my endeavor. First of all I record
my deep sense of gratitude to God Almighty, without whose divine blessings this
work would never have been completed.
I owe my sincere thanks to Dr. Prof. Mohammed Aslam of SMS CUSAT for for
his kind support and help in conducting this study. I owe my sincere thanks to Eng.
Joshua Z. Mgeyekwa, Managing Director of Tanga Urban Water Supply and
Sanitation Authority for allowing me to conduct my internship program at his
organization. I owe my sincere thanks to Ms. Haika Ndalama Human resource
Manager, Mr. Victor Mollel Human Resource Officer providing me an opportunity
to work in their esteemed organization and to obtain valuable knowledge about
working of the firm. I owe my deep gratitude to Mr. Mohamed Pima for his
assistance and guidance in carrying out my internship Programme.
I owe my deep gratitude to all employees of Tanga Urban Water Supply and
Sanitation Authority for their assistance and co-operation which helped in the
smooth conduct of my internship. Last but not the least I would like to thank
Managing Directors of Moshi Urban Water Supply and Sanitation Authority and
Arusha Urban Water Supply and Sanitation Authority and their esteemed employees
for giving me an opportunity to visit their Authorities and assist me with all
necessary information that helped to accomplish the problem analysis

Place: Cochin University of Science and Technology.

Date: 03/08/2015
Fadhili Abdu Kiyao

viii

ABBREVIATIONS
BQ

Bills of Quantities

EB

Executive Board

ERB

Engineers Registration Board

EWURA

Energy and Water Utilities Regulatory Authority

GIZ

Gesellschaft f r Internationale Zusammenarbeit

ICT

Information Communication Technology

IET

Institution of Engineers Tanzania

ISO

International Organization for Standardization

KfW

Kreditanstalt f r Wiederaufbau

KRA

Key Result Area

LAN

Local Area Network

M&E

Monitoring and Evaluation

MD

Managing Director

MoW

Ministry of Water

NAWAPO

National Water Policy of 2002.

NGO

Non Governmental Organisation

NRW

Non Revenue Water

NTU

Nephelometric Turbidity Unit

NUWSSP

National Urban Water Supply and Sanitation Strategic

Programme

O&M

Operation and Maintenance

PFCE

Power Factor Correction Equipment

PPP

Public Private Partnership

RDD

Regional Development Director

SO

Strategic Objective

SWOT

Strengths, Weaknesses, Opportunities and Threats

TANESCO

Tanzania Electric Supply Company

Tanga

Tanga Urban Water Supply and Sanitation Authority

UWASA
ix

TNA

Training Needs Assessment

TZS

Tanzanian Shillings

UWAMAKIZI

Umoja wa Wakulima Wahifadhi Mazingira Kihuwi Zigi

UWSA

Urban Water Supply and Sewerage Authority

UWSD

Urban Water Supply and Sewerage Departments

W&S

Water and Sewerage

WSDP

Water Sector Development Programme

WWF

World Wide Fund for Nature

Chapter 1 Methodology

1.1 Introduction
Methodology is a systematic approach to solve research problem or in conducting a
particular study. A good research work requires a clear scientific methodology
because only through the application of correct methodology and appropriate tools of
data collection, a well founded conclusion can be drawn on the phenomenon under
consideration.
Under the methodology part of this study includes research design, methods
including the sample size and sample design. In continuation to this methodology it
covers the sources of data namely primary and secondary sources of data. It is a
process of systematic and in depth study or search of any particular topic, subject or
area of investigation of relevant data.
Research design is an arrangement of condition for collections analysis of data in a
manner that aims to combine relevance to the research purpose with economy in
procedure fundamental to success of any research project is the sound research
design.
1.2 Sources of data
There are broadly two types of data available to a researcher. They are:
1.2.1 Primary Data
It refers to the first hand information collected by the researcher, specific to research
problem. It includes using different primary data collection tools such as personal
interview, questionnaires, telephone survey, mail survey etc. For the present study,
primary data was collected by observation which was done during the orientation.
The orientation program was conducted from the water source through water
treatment plant to the storage tanks.
1.2.2 Secondary Data
It is the information that already exists for another purpose. This refers to all those
data which are collected for some earlier research work.
This study used the available billing records, billing statistics and adjustments
records in order to establish the impact of adjustments to the total billed amount and
NRW
2

1.3 Sampling
In general there are two types of sampling techniques probability sampling and nonprobability sampling. In Probability sample there is a nonzero equal chance for each
population element to be selected. There are four types of probability sampling as
stated by Bryman and Bell (2007) simple random sample, systematic sample,
stratified random sampling and multi stage cluster sampling. Whereas in nonprobability sampling, there is no random sampling. As stated by Bryman and Bell
(2007) there are three types of non-probability sampling i.e. Convenience Sampling,
snowball sampling and quota sampling.
According to Bryman and Bell (2007) Convenience sample is one that is
conveniently available to the researcher with its goodness of accessibility. So
convenience sampling is more remarkable role than supposed. As time and resources
are one the constraints faced by the researchers convenience sampling is helpful, and
it seemed suitable for my study purpose.
Here, convenient sampling is used to collect data on time and because I used the only
available data from the billing system.
1.3.1 Sample unit: The study covered Tanga UWASA customers registered in the
database.
1.3.2. Sample size: Tanga Urban Water Supply and Sewerage Authority (TANGA
UWASA) revenue is generated from Water and Sewerage tariffs and other related
services. Water billing contributes about 80% of its revenue sources and the rest is
covered by other sources. The sample size will be all customers billed on average
bills for the period of six (6) Months from January 2015. The reason being there are
no big variations in the number of customers for the period.
1.3.3. Data analysis tool: Microsoft Office excel was used for data analysis by
drawing graphs and comparing the results or interpretations.