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Hcl project

Project on HCL

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Hcl project

  2. 2. DECLARATIONHereby declare that the summer training project report entitled “COMPARATIVESTUDY OF PRESENCE OF IT PRODUCTS OF HCL IN CORPORATEHOUSES AND INSTITUTES” submitted for the partial fulfillment of Bachelor ofBusiness Administration (International Business), is my original work and the projectreport has not formed the basis for the award of any diploma, degree, associate ship,fellowship or similar other titles. It has not been submitted to any other university orinstitution for the award of any degree or diploma.PRASHANT MISHRAPlace: NoidaDate : 28-AUGUST- 2009 2
  3. 3. CERTIFICATEThis is to certify that Prashant Mishra of BBA(International Business) of AmityUniversity, Lucknow has completed his project report on the topic of “ComparativeStudy Of Presence Of IT Products Of HCL In Corporate Houses And Institutes”under the supervision of Dr.Anil Awasthi, Head Of Department BBA(InternationalBusiness) .To best of my knowledge the report is original and has not been copied or submittedanywhere else. It is an independent work done by him.Dr.Anil AwasthiHead Of Department,BBA(International Business) 3
  4. 4. ACKNOWLEDGEMENTIndustrial training is an integral part of any Management based program and forthat purposes I had joined a company what else can be as good as HCLInfosystems Ltd, Indias premier information enabling company.I take the opportunity to express my gratitude to all of them who in some orother way helped me to accomplish this challenging project in HCL InfosystemsLtd. No amount of written expression is sufficient to show my deepest sense ofgratitude to them.I am very thankful to External Guide, Mr. Umang Singhal (Regional Manager),Office Automation Divison, HCL Infosystems Ltd., Noida and very grateful toDr. Anil Awasthi , Amity University, Lucknow for their everlasting support andguidance on the ground of which I have acquired a new field of knowledge. Thecourse structure created for this curriculum has benefited with the inclusion ofrecent development in the organizational and managerial aspects.I express my sincere thanks to all the employees of HCL Infosystems Ltd for theirkind co-operation during my summer project.I also acknowledge my thanks to the distributors of HCL Infosystems who gave theirfull support in completion of this project.Lastly, I am thankful to all the member of HCL Infosystem Ltd, Noida, which hasgiven me valuable information in the part of my project. PRASHANT MISHRA BBA (International Business) ROLL NO- PREFACE 4
  5. 5. The management as a discipline has attracted attention of the academician andpractitioner to a very great extent. Its importance has been growing day by daybecause the business concerns, which have developed, are very large and complex,with many people working together.A very essential part of the management education is job training. The aim of jobtraining is exposure of the management student in the field that is done to testthe classroom learning.Practical training is considered to be an essential part of all the professionalinstitutions and those who are aspiring for Business Management Programme. Thisproject is done in the field of marketing.As aspect of management education, which is receiving attention in the evaluation ofthe practical training, is to bring actual environment in touch of BusinessManagement. It is rigidly accepted that the theory widens one‟s thinking horizons viz.concepts of Marketing philosophies, but practice indicates the modern marketing andused in wide variety of settings of products.This project work has been done under the kind permission of HCL Infosystems ltd(Noida). It is undertaken in entire NCR region under the guidance of Regional SalesManager of HCL Infosystem ltd.The report gives a true picture of the practical activities done by whole group withinthe jurisdiction. The study area was limited to Delhi and NCR. Hence result of thestudy can be utilized in Delhi and NCR only. 5
  6. 6. TABLE OF CONTENT:SR NO. PARTICULAR PAGE NO.1. Executive Summary 82. Objective 93. Literature Review 104. Introduction-Company Profile 11-125. Guiding principles 13-146. History 15-207. About HCL Infosystems 21-308. Key Partnership 31-329 Product and Services 33-3610. Growth of HCL 37—4011. Our Competitors 41-4212 SWOT Analysis 42-4413. Research Methodology 45-4614. Data Analysis 47-5315. Findings 5416. Suggestions 5517. Conclusion 5618. Limitation 56-5719. Bibliography 5720. Annexture 58-61 6
  7. 7. TABLES AND FIGURES:SR NO. TABLES PAGE NO.1. Preliminary Worldwide PC Vendor Unit Shipment 38 Estimates for 1Q09
2. India PC shipment by Form factor 403. Top three vendors 404. India PC shipment by Form factor 2007-2008 405. Choice criteria of institute while purchasing IT product. 496. Choice criteria of corporates while purchasing IT product. 507. Nature of organization and brand preference 528. Satisfaction index by weighted average method 60SR NO. FIGURE PAGE NO.1. Market Share Of PC vendors 382. Brand Awareness Of Different IT Products 473. Nature Of Organisation And Brand Preference 484. Nature Of Organisation And Frequency Of Buying In 59 Institutes5. Nature Of Organisation And Frequency Of Buying In 59 Corporates 7
  8. 8. 8
  9. 9. EXECUTIVE SUMMARYThe main purpose of this project is to analyze the IT requirements of thecompanies, institutes under a vertical or an industry. This project gives us anidea about the usage of IT and IT related products in a given industry. It alsohelps us to get an insight into a given vertical and get to know about the variouspain areas, related to hardware. Since in business, almost all the companies and their operations aremajorly dependent upon information technology, and even the small basecompanies are also getting digital, or in other words they are also hiring morecomputers and other IT products instead of people. This project gives theinformation about how information technology is helping companies to becomemore efficient and grow faster. It also talks about the different IT companieswhich are in picture and are providing services to various companies under thevertical. The project also deals with the research about the presence of HCL asa brand. This research also includes finding out the reputation, mind share,trends in buying behavior and also the market share of HCL brand in theCorporate and Education sector. Research about presence of other brands hasalso been done, which has helped in analyzing the competition of HCL with otherIT brands. While carrying out this research, the emphases have also been laidon the type of IT product is required in different offices and institutes, time ofpurchasing, and differences in the buying behavior of Corporate and Institutesregarding the IT products. Surveys have been carried out with the help of thequestionnaires. Visits were made to various institutes and corporate offices inthe Delhi & NCR region. 9
  10. 10. OBJECTIVE OF STUDY To find the penetration of IT products in Corporate and Institutes. To find the sales and promotion strategies of HCL. To find the market share of HCL in IT products. To compare the use of IT products in institutes and business houses. To explore the unexplored potential market of HCL 10
  11. 11. LITERATURE REVIEW:1. 4 Ps(2009), Acquisition of Axon by HCL Technologies Limited, ICMR CASESTUDY, p. 1-17 ,ABSTRACT-The case examines the acquisition of the UK-based SAP consultancycompany Axon Group Plc. (Axon) by India-based IT software development company,HCL Technologies Limited (HCL). HCL announced the acquisition of Axon onDecember 15, 2008 for £ 440 million. Initially, Infosys Technologies Limited(Infosys), the second largest IT Company in India, planned to acquire Axon. Infosysoffered a total amount of £ 407 million to acquire Axon, a premium of 19.4% over theAxons share price dated August 22, 2008, at 502.5 pence per share. However, inSeptember 2008, HCL made a counter offer of 650 pence per share in cash for Axon.Since Infosys did not tender a revised bid, the management of Axon decided to goahead with the offer made by HCL.2. Business Standard,(Bangalore June 12, 2009), HP holds largest share inIndia PC market: study, Press Trust of IndiaABSTRACT: In a subdued India PC market, Hewlett-Packard (HP) held the largestshare, HCL Info systems grew and Dell saw a decline in its share during Q1 2009(January-March 2009), according to technology research firm IDC Indias lateststudy. While Acers market share dipped marginally (7.7 per cent in 4Q 2008 to 7.3per cent in Q1 2009), Lenovos share showed a more pronounced drop of 1.9 points(6.6 per cent in Q4 2008 to 4.7 per cent in 1Q 2009), says the IDC India Study.HP has been numero uno in India PC market consistently every quarter over the lastfour years (2005,2006, 2007 and 2008).At the global level as well, HP dethroned Dellto claim the No1 spot in the US PC market,while Dell faced a tough quarter across theboard.India PC market witnessed a seven percent quarter-on-quarter (QoQ) growth inshipments in Q1 2009 (first quarter calendar year 2009) over Q4 2008 (fourth quarterof calendar 2008). A total of 16,79,000 units of clients PCs (desktops andnotebooks) were shipped in the January-March quarter of 2009. Desktop PCshipments of 12,13,000 units recorded a sequential growth of 9 per cent QoQ whilenotebook PC shipments of 4,66,000 units recorded a growth of 3 per cent QoQ.3. Times Of India, 16 dec 2008,New Delhi, HCL unveils cheapest laptop, PTIABSTRACT: After the launch of Nano, the one lakh car, its now time for thecheapest laptop to hit the markets. HCL launched their fullyfunctional, ultra portable range of laptops that offer mobile internet at only Rs 13,990.Aimed at the masses, MiLeap or My Internet Leap has been designed exclusively forthe Indian consumer. It was available from January 26.Its the price that makes MiLeap tick. While the cheapest notebook begins at aroundRs 20,000, MiLeap breaks the price barrier and makes it easy for the average man toown a laptop. For example, Compaqs low-end Presario notebooks begin at aroundRs24,000, and Acers notebooks with Celeron processor begins around Rs 25,000. 11
  12. 12. INTRODUCTIONCOMPANY PROFILE Shiv Nadar Ajai Chowdhry Chairman and CEO Chairman and CEO HCL Technologies Ltd. HCL Infosystem Ltd.HCL Infosystem Ltd is one of the pioneers in Indian IT market, with its origins in1976. For over quarter of a century, HCL have developed and implemented solutionsfor multiple market segments, across a range of technologies in India. HCL have beenin the forefront in introducing new technologies and solution.HCL Infosystem (HCLI) draws it‟s strength from 29 years of experience in handlingthe ever changing IT scenario strong customer relationship, ability to provide thecutting edge technology at best value for money and top of it, an excellent service andsupport infrastructure. Today HCL is country‟s premier information enablingcompany. It offers one stop shop convenience to its diverse customers having an 12
  13. 13. equally diverse set of requirements. Be it a large multi location enterprise, or a small/medium enterprise, or a small office or a home, HCLI has a product range, sales andsupport capability to service the needs of the customers. Last 29 years apart fromknowledge and experience have also given us continuity in relationship with thecustomers, thereby increasing the customer confidence in us.Their strength can be summarized as: Ability to understand customer‟s business and offer right technology. Long standing relationship with customers Pan India support and service infrastructure Best-vale-for money offering Technology LeadershipHCL Infosystem is known to be the harbinger of technology in the country. Rightfrom their inception HCL have attempted to pioneer the technology introductions inthe country either through their R&D or through partnerships with the worldtechnology leaders.Using their technology HCL have: Created their own UNIX & RDBMS capability (80‟s) Developed firewalls for enterprise & personal system security Launched their own range of enterprise storage products Launched their own range of networking productsHCL strive to understand the technology from the view of supporting it postinstallation as well. This is one of the key ingredients that go into their strategicadvantage.HCL Infosystem has to claim several technology pioneering initiatives.Some of them are: Country‟s first Desktop PC-BusyBee in 1985 Country‟s first branded home PC Beanstalk in 1995 Country‟s first Pentium 4 based PC at sub 40k price point Country‟s first Media Center PC 13
  14. 14. Guiding PrinciplesVISION AND MISSION VISION STATEMENT"Together we create the enterprises of tomorrow" MISSION STATEMENT"To provide world-class information technology solutions and services to enableour customers to serve their customers better" QUALITY POLICY"We deliver defect-free products, services and solutions to meet the requirements ofour external and internal customers, the first time, every time"OBJECTIVES MANAGEMENT OBJECTIVESTo fuel initiative and foster activity by allowing individuals freedom of actionand innovation in attaining defined objectives. PEOPLE OBJECTIVESTo help people in HCL Infosystems Ltd. share in the companys successes, whichthey make possible; to provide job security based on their performance; torecognize their individual achievements; and help them gain a sense ofsatisfaction and accomplishment from their work. 14
  15. 15. CORE VALUES We shall uphold the dignity of the individual We shall honor all commitments We shall be committed to Quality, Innovation and Growth in every endeavor We shall be responsible corporate citizensPhilosophy of Quality“We deliver defect free products, services and solutions to meet the requirements ofHCL‟s external and internal customers, the first time, every time.”To exist as a market leader in a globally competitive market place, organizations needto adopt and implement a continuous improvement-based quality policy.One of the key element to HCL‟s success is its never–ending pursuit of superiorquality in all its endeavors.HCL infosystem believes in the Total Quality Management philosophy as a means forcontinuous improvement, total employee participation in the quality improvement andcustomer satisfaction. Its concept of quality addresses people, processes and products.Over the last 20 years, we have adapted to never and better Quality standards thathelped us effectively tie Quality with Business Goals, leading to the customer andemployee satisfaction. 15
  16. 16. HISTORYBorn in 1976, HCL has a 3 decade rich history of inventions and innovations. In1978, HCL developed the first indigenous micro-computer at the same time as Appleand 3 years before IBMs PC. During this period, India was a black box to the worldand the world was a black box to India. This micro-computer virtually gave birth tothe Indian computer industry. The 80s saw HCL developing know-how in many othertechnologies. HCLs in-depth knowledge of Unix led to the development of a finegrained multi-processor Unix in 1988, three years ahead of Sun and HP.HCLs R&D was spun off as HCL Technologies in 1997 to mark their advent into thesoftware services arena. During the last eight years, HCL has strengthened itsprocesses and applied its know-how, developed over 28 years into multiple practices -semi-conductor, operating systems, automobile, avionics, bio-medical engineering,wireless, telecom technologies, and many more.Today, HCL sells more PCs in India than any other brand, runs Northern Irelandslargest BPO operation, and manages the network for Asias largest stock exchangenetwork apart from designing zero visibility landing systems to land the worlds mostpopular airplane.TIMELINEYEAR HIGHLIGHTS1976 - Foundation of the Company laid - Introduces microcomputer-based programmable calculators with wide 16
  17. 17. acceptance in the scientific / education community - Launch of the first microcomputer-based commercial computer with a ROM -based Basic interpreter1977 - Unavailability of programming skills with customers results in HCL developing bespoke applications for their customers - Distribution alliance formed with Toshiba for copiers. - Initiation of application development in diverse segments such as textiles, sugar, paper, cement , transport1978 - HCL successfully ships in-house designed micro-computer at the same time as Apple. The Indian computer industry is born. - Formation of Far East Computers Ltd., a pioneer in the Singapore1980 IT market, for SI (System Integration) solutions - HCL introduces bit sliced, 16-bit processor based micro-computer. - Software Export Division formed at Chennai to support the bespoke1981 application development needs of Singapore - HCL launches an aggressive advertisement campaign with the theme even a typist can operate to make the usage of computers popular in the SME (Small & Medium Enterprises) segment. This proposition involved menu-based applications for the first time, to increase ease of operations. The response to the1983 advertisement was phenomenal. - HCL develops special program generators to speed up the development of applications - Indigenously develops an RDBMS, a Networking OS and a Client Server architecture, at the same time as global IT peers. - Bank trade unions allow computerisation in banks . However , a computer can only run one application such as Savings Bank, Current account , Loans etc. - HCL sets up core team to develop the required software - ALPM ( Advanced Ledger Posting Machines ) . The team uses reusable code to1985 reduce development efforts and produce more reliable code . ALPM becomes the largest selling software product in Indian banks - HCL designs and launches Unix- based computers and IBM PC clones - HCL promotes 3rd party PC applications nationally 17
  18. 18. - HCL becomes the largest IT Company in India. - Zonal offices of banks and general insurance companies adopt computerization - Purchase specifications demand the availability of RDBMS986 products on the supplied solution (Unify, Oracle). HCL arranges for such products to be ported to its platform. - HCL assists customers to migrate from flat-file based systems to RDBMS - HCL enters into a joint venture with Hewlett Packard - HP assists HCL to introduce new services: Systems Integration, IT consulting, packaged support services ( basicline, teamline )1991 - HCL establishes a Response Centre for HP products, which is connected to the HP Response Centre in Singapore. - There is a vertical segment focus on Telecom, Manufacturing and Financial Services - HCL acquires and executes the first offshore project from IBM Thailand1994 - HCL sets up core group to define software development methodologies - Distribution alliances formed with Ericsson Switches and Nokia Cell phones. - Starts execution of Information System Planning projects1995 - Execution projects for Germany and Australia - Begins Help desk services - Sets up the STP ( Software Technology Park ) at Chennai to execute software projects for international customers1996 - Becomes national integration partner for SAP 18
  19. 19. - HCL Infosystems is formed. - HCLs R&D spun-off as HCL Technologies- marks advent into software services.1997 JV with Perot Systems, stake divested in 2003. - Kolkata and Noida STPs set up - HCL buys back HP stake in HCL Hewlett Packard - Chennai and Coimbatore development facilities get ISO 90011998 certification - Acquires and sets up fully owned subsidiaries in USA and UK1999 - Sets up fully owned subsidiary in Australia - HCL ties up with Broadvision as an integration partner - Sets up fully owned subsidiary in Australia - Chennai and Coimbatore development facilities get SEI Level 4 certification - Bags Award for Top PC Vendor In India2000 - Becomes the 1st IT Company to be recommended for latest version of ISO 9001 : 2000 - Bags MAITs Award for Business Excellence - Rated as No. 1 IT Group in India -Launched Pentium IV PCs at below Rs 40,0002001 -IDC rated HCL Infosystems as No. 1 Desktop PC Company of 2001 HCL BPO Incorporated. -Declared as Top PC Vendor by Dataquest2002 -HCL Infosystems & Sun Microsystems enters into a Enterprise 19
  20. 20. Distribution Agreement - Strategic alliance forged with Jones Apparel Group, Inc. a fortune 500 company. Infrastructure services division launched to address emerging global needs. Software businesses of HCL Infosystems and HCL Technologies merged. - Became the first vendor to register sales of 50,000 PCs in a quarter - First Indian company to be numero uno in the commercial PC market - Landmark deals signed with Airbus and AMD. - Launched Home PC for Rs 19,9992003 - HCL Infosystems Info Structure Services Division received ISO 9001:2000 certification - Launches Infiniti Mobile Desktops on Intel Platform - Launched Infiniti PCs, Workstations & Servers on AMD platform - 1st to announce PC price cut in India, post duty reduction, offers Ezeebee at Rs. 17990 - IDC India-DQ Customer Satisfaction Audit rates HCL as No.1 Brand in Desktop PCs - Maintains No.1 position in the Desktop PC segment for year2004 2003 - Enters into partnership with Port Wise to support & distribute security & VPN solutions in India - Partners with Microsoft & Intel to launch Beanstalk Neo PC - Becomes the 1st company to cross 1 lac unit milestone in the 20
  21. 21. Indian Desktop PC market - Partners with Union Bank to make PCs more affordable, introduces lowest ever EMI for PC in India - Launched RP2 systems to overcome power problem for PC users - Registers a market share of 13.7% to become No.1 Desktop PC company for year 2004 - Crosses the landmark of $ 1 billion in revenue in just nine months - Accorded leader status by Meta Group in Offshore Outsourcing. HCL is India’s No.1 PC 4th year in a row. HCL completes buy-out of JVs with Deutsche Bank with BritishTelecom.2005 Boeing Inks 787 Dream liner Design deal with HCL. HCL Infrastructure ranked No.1 service provider- CMP. HCL Infosystems ties ups with Apple for iPod distribution.2006 HCL Technologies signs largest ever software services deal with DSG. HCL as an enterprise crosses the $4 billion watermark. HCL announces opening of its second European outsourcing facility in June with the establishment of a delivery centre in Krakow, Poland.2007 HCL enters a US$30 mn partnership with Konica Minolta Group(KM), to provide software Services. This is one of the largest engagements in the country, with a Japanese company. 21
  22. 22. ABOUT HCL INFOSYSTEMSHCL Infosystems, an information enabler, offers its customers technology solutionsacross multiple platforms. This is as a result of its expertise in developing state-of-the-art enterprise solutions; understanding of the networking technology; its designcapabilities in product engineering; integrating diverse solution components and itsaccess to specialized technology for turnkey projects through partnerships withvarious world class players.With a definite and distinct focus on end-to-end enterprise solutions and personalcomputers, HCL Infosystems (HCL Insys) has direct customer service centers at 151locations, 3 software export facilities and state-of-the-art manufacturing facilities.HCL Insys has six overseas business entities in US, UK, Australia, Singapore,Malaysia and Canada. HCL Insys manufacturing processes are ISO 9001 certified,while its software development processes have achieved SEI CMM Level 4.Thecompany has an Internet subsidiary - HCL InfiNet Limited, a leading NetworkServices Provider. With a mission to provide world-class information technologysolutions and services to enable its customers to serve their customers better, HCLInsys is setting new standards of information technology in India.HCL Infosystems are India‟s premier information enabling company. Leveraging its29 years of expertise in total technology solutions, HCL Infosystems offers valueadded services in key areas such as system integration, networking consultancy and awide range of support services.HCL Info systems is among the leading players in all the segments comprising thedomestic IT products, solutions and related services which include PC‟s, servers,networking products, imaging and communication products.Contentiously meeting the ever increasing customer expectations and applications, itsfocus on integrated enterprise solutions has strengthened the HCL Infosystems‟capabilities in supporting installation types ranging from single to large, multi-location, multi-vendor and multi-platform spread across India. HCL Infosystems , 22
  23. 23. today has a direct support force of over 1700+ members and is operational at 260+locations across the country and is the largest such human resource of its kind in theIT business. A majority of the team members have been specially trained in a varietyof supporting solutions, the company‟s key focus area.HCL Infosystems manufacturing facilities are ISO-9001-2000 & ISO 14001 certifiedand adhere to stringent quality standards and global processes. With the largestinstalled PC base in the country, foru indigenously developed PC brands - „Infinity‟,„Busybee‟, „BeanStalk‟ and „EzeeBee‟- and its robust manufacturing facilities. HCLInfosystems aims to further leverage its dominance in the PC market. It hasconsistently rated as top player in the PC industry by IDC. The „Infinity‟ line ofbusiness computing products is incorporated with leading edge products isincorporated with leading edge products from world leaders such as Intel. A fullyintegrated and business ready family of servers and workstations, the „Infinity‟.Global Line is targeted at medium and large companies to help them to manage theirenterprise related applications. It has considerable dominance in verticals likeFinance, Government and Education & Research.The Channel Business of HCL Infosystems has an extensive network of over 2500+resellers across 300 locations. It has actively promoted the penetration of PC‟s in thehome and the small office/home office(SOHO) segments, through Beanstalk, Ezeebeeand Busybee PC‟s and Toshiba Laptops.HCL Infosystems has two focused business units while HCL Infosystemsconcentrates on the IT products, solutions and related services business, HCL InfiNetfocuses on the rapidly growing communication and imaging products, solutions andservices industries.HCL InfiNet , with a presence in more than 35 cities, has the ability to serve around250 cities in its catchment area. It provides corporate networking services like virtualprivate network, broadband internet access, hosting and co-location services,designing and deploying Disaster Recovery Solutions and business continuitysolution, application.Services, managed security services and NOC services over its state of the art IPnetwork to over 200 corporate. With office automation (OA) division being part ofHCL. 23
  24. 24. HCL InfiNet now has an exclusive sales and support partnership with Toshiba Corp.,Japan, for its photocopier products. The product portfolio covers a range of otheroffice automation and communication products through alliances with world leaders –including Duprinters from Duplo, Data projectors from In Focus, TelecommunicationSolutions from Samsung and Ericssion and mobile communication products fromNokia.HCL InfiNet has a strong and dedicated retail network of Nokia Professional Centers,Nokia Priority dealers, Re-Distribution stockiest and Nokia Care centers across thecountry.HCL has closely seen the IT industry right from the scratch, and has activelyparticipated in its progress. During the 29 year journey, it has picked up valuablelessons in serving the IT needs of the Indian customer and gathered domain expertiseto successfully service various business.As a leading information enabler, HCL Infosystems has long standing relationshipswith world technology leaders such as SUN for enterprise computing solutions, Inteland AMD for PCs and servers, Microsoft, Novell and SCO for operating systems andsoftware solutions, Toshiba Corp. for business automation equipment, SAP AG forspecialist ERP solutions and Oracle, Sybase and Informix for RDBMS platform,EMC and Vertis for storage solutions. The aim is to straddle the entire landscape ofinformation enabling technology far more comprehensively, effectively andcompetitively. Indeed, a vision to create enterprise of tomorrow.HCL is a leading global Technology and IT enterprises with annual revenues of US$4 billion. The HCL Enterprise comprises two companies listed in India, HCLTechnologies and HCL Infosystems .The 3 decade old enterprise, founded in 1976, isone of Indias original IT garage start ups. Its range of offerings span R&D andTechnology Services, Enterprise and Applications Consulting, Remote InfrastructureManagement, BPO services, IT Hardware, Systems Integration and Distribution ofTechnology and Telecom products in India. The HCL team comprises 45,000professionals of diverse nationalities, operating across 17 countries including 360 24
  25. 25. points of presence in India. HCL has global partnerships with several leading Fortune1000 firms, including several IT and Technology majors.6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCLINFOSYSTEMSNEED In the emerging net economy, IT infrastructure Plays the role of a Powerful businessenabler to improve your business processes, to help you focus on your goals andstrategies and more importantly, to help you serve your customers better. ITInfrastructure demands constant change latest technology, reliable operations andhigh availability. Leaders like you, in the process of selecting the best of breed intechnology, require integrating different solutions from various vendors. Thus asituation where you need a strong reliable and trusted partner committed to deliverbeyond just services.ADVANTAGEStaying competitive in today‟s dynamic business environment means finding newways to reduce costs while maximizing the value of your technology and personalresources. More than ever, your ability to "do more with less" determines howsuccessful your organization will be. Thats why HCL Insys helps you achieve. Bychanneling our in-depth expertise gained from over 28 years of IT Domainexperience. We provide a full bandwidth of services specifically designed to meetyour complete IT needs. And as a single window for completing business solutionswherever you are located....... We make IT possible to save money......WE TELL YOU WHERE as well as time ......WE SHOW YOU HOW 25
  26. 26. The 6 SSOLUTIONS:The one stop shop solution center for all your IT needs, customized to meet and scalewith your unique Business Needs.SERVICES:A range of value added services in IT infrastructure operations and management.SUPPORT:Pan-India footprint of support and logistics locations. Over 260 Direct service supportlocations. Technically sound workforce of over 1700 certified professionals.STANDARDS:World Class Quality standards maintained for PPP (People, Processes &Performance). Alliance with global technology leaders.SAVINGS:We help you find new ways to reduce costs & "do more with less" by maximizing thevalue of your technology and personal resources, thereby reducing your total cost ofownership (TCO).SATISFACTION:Complete Satisfaction for the customers through the HCL 6S offering that enablesone to maximize system uptime through rapid response and resolution services,thereby optimizing your IT investments. 26
  27. 27. BUSINESS MODELThe HCL Enterprise comprises two companies listed in India, HCL Technologies andHCL Infosystems. HCL Technologies is the IT and BPO services arm focused onglobal markets, while HCL Infosystems is the IT hardware and system integrationarm focused on the Indian market. Together, these entities have uniquely positionedHCL as an enterprise with service offerings spanning the IT Services and Productspectrum. source: 27
  28. 28. ABOUT HCL FRONTLINE DIVISIONThe HCL Frontline Division of HCL Infosystems Ltd. focuses on providing solutionsand value-added services to small and medium corporate, the small office/home officeand the homebuyer. Involved in marketing and distributing national and internationalbrands of computer systems and peripherals, the Frontline Division evolvesinnovative channel strategies to widen its market reach, and offers value addedsupport services to users. The extensive distribution network established by theDivision encompasses more than 800 resellers and close to 300 retail outlets across300 cities. Using its unmatched strength in distribution, Frontline has big plans toincrease penetration of notebooks in SOHO/SME segments. The organization plans touse its already established retail network in big way for this. It has proved itsdistribution might in the PC segment already where it has pioneered on several fronts,with retail being just one.The Divisions singular mission has been to continuously anticipate and exploretechnologies that have emerged as strong trends and established market standards inthe computing world globally, and bringing these to the Indian user in as short a timeas possible. Widely recognised for opening up several frontiers of the world ofcomputing to Indian users, the Division has partnered Dragon Systems, Inc., theworlds leading supplier of speech and language technology, to introduce speechrecognition tools in the country.In Kerala the Frontline Division is represented by its state franchisee Team FrontlinePvt. Ltd.. It is an ISO 9001 certified company and an extremely customer focused ITprovider. 28
  29. 29. ABOUT HCL OFFICE AUTOMATIONDIVISIONHCL Insys‟ Office Automation Division (OA Division) is poised to leverage theconvergence between IT, communications and office automation through its productand service offerings. The OA Division has an exclusive sales and support partnershipwith Toshiba Corporation, Japan for its photocopier products. Its product portfoliocovers a range of other office automation and communication products throughalliances with world leaders – including mobile communication products from Nokia,Duprinters from Duplo, data projectors from InFocus, Digital Mail Inserting Systemsfrom Pitney Bowes and telecommunication solutions from Samsung and Ericsson. Itsnetwork has 65 independent dealers, who stock and sell consumables for peripheraland devices. It also offers direct field support spanning 85 locations, through 15regional offices and 20 area offices assisting 74 service locations. The service is alsoextended to a large base of installed products through its Test and Repair Centers(TRCs). These TRCs are manned by 450 customer engineers and 68 managers locatedacross India, with a head office at Noida and a Spare TRC at Chennai. The centersalso provide upgrades to existing customers, keeping them abreast of cutting edgetechnology at all times. Finally, the division also offers Bring-In-Maintenanceservices for a range of products such as Nokia mobile phones and accessories, and HPPeripherals. 29
  30. 30. source: www.hcl.in30
  31. 31. HCL DNAThe TIME magazine has referred to HCL as an "intellectual clean room where itsemployees could imagine endless possibilities". The fact is, over the last thirty yearsthat HCL has been operational; the company has stood by its values and corephilosophy.Fueled by the entrepreneurial zeal of its founders, HCL developed the first indigenousmicro-computer in 1978, at the same time as Apple. Since then, HCL has had a 3decade rich history of inventions and innovations. Entrepreneur is the term that bestdescribes the HCL employees. Ever since HCL entered into an alliance in 1970s,partnerships and HCL have been inseparable. Bonds have been forged with partnersto co - create value. Strong inorganic growth is a testimony to the spirit ofpartnerships. This entrepreneurial and win-win relationship driven culture continuesto guide HCL in all its endeavors. source: 31
  32. 32. Alliances & PartnershipsTo provide world-class solutions and services to all our customers, HCL hasformed Alliances and Partnerships with leading IT companies worldwide.HCL Infosystems has alliances with global technology leaders like Intel, AMD,Microsoft, Bull, Toshiba, Nokia, Sun Microsystems, Ericsson, nVIDIA, SAP,Scansoft, SCO, EMC, Veritas, Citrix, CISCO, Oracle, Computer Associates, RedHat,Infocus, Duplo, Samsung and Novell.These alliances on one hand give HCL access to best technology & products aswell enhancing our understanding of the latest in technology. On the other handthey enhance the product portfolio, and enable us to be one stop shop for ourcustomers.HCL has always prided itself on its partnership engagements. Partner models are alsoevolving in the technology industry. Innovation has extended into the ecosystem andcommunity based engagements are coming into play. HCL has also enhanced itsrelationships with partners and is creating a variety of innovative partnership models,with various approaches to risk-reward sharing. Some of the notable partnerengagements: 32
  34. 34. Product And ServicesHCL Infosystem‟s portfolio of products covers the entire spectrum of the informationtechnology needs of its customers.By virtue of the immense diversity of markets and customers that it addresses, HCLInfosystem‟s products offering include everything from high-end enterprise levelservers mission critical applications to multimedia home computers.Need of customers may vary from person to person. One can give importance to costof the product and for the other features are more important. Use may be different assomeone is using it for office purpose, someone for home use, and others for businesspurpose. Needs of customers are different hence requirement may also be different.HCL Infosystem fulfills all the requirements of its customers ans has tailor madesolution for them.HCL Infosystems Product PortfolioDESKTOPS AND NOTEBOOKS Business PCs Home PCs HCL LaptopsIntel WORKSTATIONS Infiniti challenger workstations SUN WorkstationsAMD WORKSTATIONS 34
  35. 35. Infiniti Xcel Line 2200NL Infiniti Xcel Line 2200SYSERVERSIntel Servers Infiniti Global Line Servers IGL Entry Level Servers IGL True Enterprise Servers IGL Blades Servers IGL Itanium Servers Infiniti SolutionsAMD Optrons Servers Infiniti Xcel Line 2200AT Infiniti Xcel Line 2200MI Infiniti Xcel Line 2200AZ Infiniti Xcel Line 4200TLOther Servers SUN Servers HP Risc Servers & WorkstationsTHIN CLIENTS Winbee Thin Clients SUN Thin ClientsDISPLAY PRODUCTS SUN Thin ClientsNETWORKING PRODUCTS WinSmart Switch SNMP Managed Switch 35
  36. 36. SECURITY PRODUCTS HCL Info Wall HCL InfoSecuAccess HCL InfoVPNe HCL InfoNetMon HCL InfoSurveillance HCL InfoSecuDesk - BiometricLogon Hcl InfoSecuDesk – SmartCardLogon HCL InfoSmartCard HCL InfoLoadBalancer HCL InfoSMS HCLInfoDashboardHCL InfoAttendence HCL InfoAttendance –BN model HCL InfoAttendance – SN modelSTORAGE SOLUTIONSHCL Storage Solutions HCL Infiniti SAN ARRAY 2502FC HCL IGL NAS Servers IGL NAS 1400 BT IGL NAS 2700 SP IGL NAS 2700 BD SUN Storage Solutions EMC Storage SolutionsTOSHIBA NOTEBOOKSSOLUTIONS Infrastructure Services Networking Services 36
  37. 37. Security Services Facilities Management Services Domestic Hardware ServicesSOFTWARE LICENSESPRESENTATION PRODUCTS AND SOLUTIONS Projectors  Hitachi  Toshiba  Infocus Plasma/LCD  Hitachi  Toshiba Interactive Presentation System  Hitachi FX Series Starboard  Hitachi T17SLX Interactive Panel  Polyvision Walk and Talk Interactive Panel  Polyvision TS Series interactive Whiteboard  Polyvision Walk and Talk Interactive Whiteboard Visual Presenters  MVP-732  MVP-738DOCUMENTATION PRODUCTS AND SOLUTION Digital Duplicators  Folder  Digital Printing System Konica Minolta Laser Printers 37
  38. 38. Konica Minolta Production Printers  bizhub PRO C6501  bizhub PRO 950 Kyocera Mita-Wide Format MFDs  KM3650W  KM4850W Toshiba MFDs  e-STUDIO167/207  e-STUDIO351c/451c  e-STUDIO2820c/3520c/4520c  e-STUDIO232/282  e-STUDIO352/452  e-STUDIO600/720/850  e-STUDIO166/206 GROWTH OF HCLGrowth Of PC Shipment Vendors in 2009Global PC shipments totaled 67.2 million units in the first quarter of 2009, a 6.5percent decline versus first quarter 2008, according to preliminary data from Gartner.“We are seeing some evidence of channel inventory restocking, particularly in theU.S.,” said George Shiffler, research director at Gartner. “This restocking should notbe interpreted as a recovery in PC end-user demand; it‟s still unclear if the global PCmarket has hit the bottom.”Hewlett-Packard extended its lead as king of the worldwide PC market, accountingfor 19.8 percent of global shipments in first quarter 2009. HP‟s strength derived fromits solid consumer PC portfolio, Gartner says.Dell and Acer finished the quarter in a virtual tie for the No. 2 position worldwide,separated by just a tenth of a percentage point. Why the tie? Dell is bogged down by 38
  39. 39. its heavy reliance on the professional market and Acer has an advantageous positionin the growing netbook market, Gartner says.Netbooks continue to be the growth driver for the PC industry, but a sharp decline inindustry revenues is expected due to the lower average selling prices of the devices,Gartner says.Table1.Preliminary Worldwide PC Vendor Unit Shipment Estimates for1Q09
 (Thousands of Units)Company 1Q09 1Q09 Market 1Q08 1Q08 Market 1Q09-1Q08 Shipments Share (%) Shipments Share (%) Growth (%)Hewlett- 13,305 19.8 12,974 18.1 2.6Packard 8,789 13.1 10,579 14.7 -16.9Dell Inc. 8,758 13.0 6,911 9.6 26.7Acer 4,430 6.6 4,798 6.7 -7.7Lenovo 3,688 5.5 3,115 4.3 18.4Toshiba 28,239 42.0 33,467 46.6 -15.6OthersTotal 67,209 100.0 71,846 100.0 -6.5 Note: Data includes desk-based PCs, mobile PCs and X86 servers.
 Source: Gartner (April 2009) Figure1. 39
  40. 40. 1Q09 Market Share (%) 19.8 Hewlett-Packard 42 Dell Inc. 13.1 Acer Lenovo 13 5.5 6.6 Toshiba OthersINDIAS 3Q PC SHIPMENTS TOUCH 22.68 LAKH UNITSThe client PC shipments grew 1.7 per cent during third quarter of 2008 (July-September) compared to the same period last year, to touch 22.68 lakh PCs, accordingto IDC‟s India Quarterly PC Tracker 2008 release.The desktop PC shipments fell 8.9 per cent, while notebook PC shipments grew37.8% per cent during the period (3Q-2008 over 3Q-2007). In the overall Client PC(Notebooks and Desktops combined) market, Hewlett-Packard had the highest marketshare of 19.7 per cent in 3Q, followed by HCL with 9.8 per cent and Dell at third spotwith 9.6 per cent share.In the desktop PC shipments too, Hewlett-Packard continued to lead the market in 3Q,followed by HCL and Acer in second and third spots respectively.For the 9-month period ending September 2008, the overall PC shipments grew 6.4per cent over the same period previous year to touch 64.25 lakh PCs. Notebook PCshipments grew by 54.5 per cent to touch 18.70 lakh while desktop PC shipments fellto 45.55 lakh, a negative growth of 5.7 per cent.Though it may be too early to conclude that this is a sign of market consolidation,IDC believes it is a visible indicator of faster movement of branded desktops ascompared to white box shipments. While client PC shipments to large and very largebusinesses contracted 13 per cent year-on-year (3Q-2008 vs. 3Q-2007) the homesegment recorded an increase of 16 per cent as buying increased due to the beginning 40
  41. 41. of a new academic session. The SMB segment also registered a 3 per cent growth in3Q-2008.Sumanta Mukherjee, Lead Analyst, PC Research, IDC India observed, “Thecontribution of the top five PC vendors to Indias client PC shipments grew from 47.2per cent in 3Q-2007 to 56 per cent in 3Q 2008.” He added, "The current subduedbuying sentiment has led to inventory pile-up with channel partners, adverselyimpacting finances. Vendors must rediscover niche segments with buying potentialand implement innovative marketing programs to overcome this situation."Table 2: India PC Shipments by Form Factor, 3Q 2008 vs. 3Q 2007 Growth (3Q ’08 overForm Factor 3Q 2007 in ’000s 3Q 2008 in ’000s 3Q ’07)Desktop PCs 1,717 1,563 -8.9%Notebook PCs 512 705 +37.8%Total Client PC 2,229 2,268 +1.7%Table 3: Top 3 Vendors (Market Shares as % of unit shipments), 3Q 2008 vs. 3Q20073Q ’07 Client PC 3Q ’08 Client PC Shipments
 (Notebook PCs + Desktop PCs + Desktop PCs)PCs)Vendor Market Share Vendor Market ShareHewlett-Packard 17.5% Hewlett-Packard 19.7%HCL 9.9% HCL 9.8%Lenovo 8.3% Dell 9.6% 41
  42. 42. Table 4: India’s PC Shipments by Form Factor, Jan-Sep 2008 vs. Jan-Sep 2007 3Q 2007 in 3Q 2008 in Growth (Jan-Sept ’08Form Factor ’000s ’000s over Jan-Sept ’07)Desktop PCs 4,829 4,555 -5.7%Notebook PCs 1,210 1,870 +54.5%Total Client PC 6,039 6,425 +6.4% COMPETITORS OF HCLFRONTLINE DIVISION:  DELL  IBM  APPLE  LENOVO  HP-COMPAQ  ACER  SAHARA  ZENITH  INTEX  SONY  ASSEMBLED 42
  44. 44. SWOT ANALYSI OF HCL INFOSYSTEMS 1. STRENGTHS 29 years of experience in handling the ever changing IT scenario. Ability to understand customers business and offer right technology. Excellent service & support infrastructure Long standing relationship with customers. Pan India support & service infrastructure Ability to provide the cutting edge technology at best-value-for- money Technology Leadership Proved to be an innovator and leader in technology Its collaborations and joint ventures with international companies such as Perot System, and partnership with world leaders like Ericsson, Toshiba, Nokia, Oracle and Microsoft, enable it to bring the best technology available worldwide to its consumers. 24 locations in 16 countries. Fast paced and flexible work culture, which provides its employees autonomy to accomplish the task without much pressure from the higher authorities. Thus, employees are motivated to give their best to the organization. The mass markets handled through a chain of dealers, resellers and retailers which help bring technology usage closer to the individual. It has very strong distribution network. Its pool of competencies: Hardware, Software, Training, Networking, Telecom and System Integration. 44
  45. 45. 2. WEAKNESSES Poor Human Resource management system No proper marketing channels and strategies Awareness of complete line of products offered is not there in the market Perception of customers is that HCL is a local brand and is inferior to the global brands After sales services are not customer satisfactory Poor customer relationship Lack of HCL service centers in SMB cluster areas Less promotional campaigns3. OPPURTUNITIES Expanding disposable income of people A large number of Untapped SMBs are realizing the importance of I.T solutions to gain an edge in their business. IT industry booming at a rate of 45% every year. Increasing consumer awareness about IT and its use. Tremendous untapped potential of IT products in India. Increasing competition. Tie-ups with various MNCs enable to extract their core competencies.4. THREATS Less franchise models Local assemblers are biggest menace for the company 45
  46. 46. Advent of global players entering into India and setting up their manufacturing plants. Entry of MNCs i.e. IBM, Compaq giving direct competition Inaccurate government database. Govt. instability has a long term repercussions affecting company‟s policies & its growth. Technological shift as a result of research & development. Daily new technologies are emerging. RESEARCH METHODOLOGY RESEARCH PROBLEM HCL Corporate and Institute selling and feedback and market share of HCL and compared to other IT companies. The business of HCL. The company wants to know the potential market for its different product in order to expand and retain its market share. Comparison between the requirements of corporate houses and Institutes.RESEARCH DESIGN Determined the Information Sources: The data has been gathered through secondary sources. 46
  47. 47. PRIMARY DATA is collected through questionnaire, search and research through place where todays computer and office automation products has been mostly used. SECONDARY DATA has been collected through magazines, newspapers, journals, and websites and through other approaches.DATA COLLECTIONThe data has been collected by gathering information through the officialwebsites, magazines and journals.DEVELOPED THE RESEARCH FRAME:This included deciding upon various aspects for the project on which theentire research is based. The research frame included:SAMPLING TECHNIQUE: The samples were taken on the basis of simplerandom and convenient sampling. The tools used for the analysis are chi-squaretest, Friedman test, weighted average method, bar graphs, pie-charts etc.NATURE OF STUDYThe project on which work is done is descriptive and inferential in nature.DATA SOURCE:I took the help of both primary as well as secondary sources. Primary sourcesbeing interaction with various IT people of the selected company andinstitutes and filling up questionnaire by them. Secondary sources being the 47
  48. 48. Internet as the medium and the official sites of the companies of IT sectorsand corporate selling and feedback of HCL.INSTRUMENT USEDA Questionnaire cum personal interview was used for market research forboth the segments horizontal and vertical. The company in which theresearch is done provided the Questionnaire and an idea of its prospectiveclients.SAMPLE SIZESample size for the research is fixed. It counts to 100. It includes bothcorporate offices and institutes. The sample included 55 institutes and 45corporate houses located at different locations of Delhi and NCR. 48
  49. 49. DATA ANALYSIS1. BRAND AWARNESS ABOUT DIFFERENT OFFICE AUTOMATIONPRODUCTS IN MARKET:FIGURE 2: 20 15 10 Series1 5 0ANALYSIS: It is bar graph representation of different office automation product inthe market. The maximum no. of respondents was aware of Xerox copiers and otherproducts in the market. Canon and Panasonic are also very popular in the market.Along with marketing its own product HCL also markets the products of Hitachi,Toshiba and Infocus. So, In totality HCL also enjoy a good position in the market ofoffice automation product.2. NATURE OF ORGANISATION AND BRAND PREFERENCEANALYSIS: The bar-graph shows that the larger organizations go for either HP ordell products. They also prefer the other products of higher range of various othercompanies like Lenovo and Sony etc. The medium sized organizations preferred HCL 49
  50. 50. and HP the most. The small sized organizations preferred lower range products ofHCL and other companies like Zenith and Sahara.3. CHOICE CRITERIA OF INSTITUTES DURING PURCHASE OF ITSPRODUCTS:H0: Type of organization and their choice criteria for IT products are independent ofeach other.H1: Type of organization and their choice criteria for IT products are dependent ofeach other.FOR INSTITUTES:TABLE 5. Descriptive Statistics Std. N Mean Deviation Minimum MaximumPRICE 54 2.5370 1.53835 1.00 5.00TECHNOLOG 54 3.1667 1.38387 1.00 5.00YAFTER_SALE 54 3.1852 1.16674 1.00 5.00SQUALITY 54 2.1481 1.23483 1.00 5.00BRAND 54 3.9630 1.16494 1.00 5.00Friedman Test Ranks 50
  51. 51. Mean RankPRICE 2.55TECHNOLOG 3.17YAFTER_SALE 3.19SQUALITY 2.16BRAND 3.94 Test StatisticsaN 54Chi-Square 40.577Df 4Asymp. Sig. .000a. Friedman TestTable 6FOR CORPORATES: Descriptive Statistics Std. N Mean Deviation Minimum MaximumPRICE 45 3.3333 1.10782 1.00 5.00TECHNOLOGY 45 3.0889 1.41135 1.00 5.00AFTER_SALES_SERVI 45 3.4889 1.23624 1.00 5.00CES 51
  52. 52. QUALITY 45 2.6667 1.49241 1.00 5.00BRAND 45 2.5556 1.56024 1.00 5.00Friedman Test Ranks Mean RankPRICE 3.31TECHNOLOGY 3.04AFTER_SALES_SERVI 3.44CESQUALITY 2.64BRAND 2.56 Test StatisticsaN 45Chi-Square 11.189Df 4Asymp. Sig. .025a. Friedman Test 52
  53. 53. ANALYSIS: The chi-square analysis shows that chi-calculated is greater than chi-tabulated. So, Ho is rejected. It means that the choice criteria and type of organizationdependents on each other. The institutes and corporate have a different choice criteria.They give importance to different factors.FOR INSTITUTES: The Friedman test shows that the institutes give highestimportance to the quality of the product, then is the price, third preference is given tothe technology, then is the after sales services provided by the service providers andleast importance is given to the brand of the products.FOR CORPORATES: The Friedman test shows that the corporate houses give highestimportance to the Brand of the product. Then is the quality factor which is importancefor them while making a purchase. The latest technology also plays a vital role in thepurchase decisions. Price plays a less importance in the purchase decisions of thecompany. The least importance is given to the after sale services provided for theproduct. 5. NATURE OF ORGANISATION AND FREQUENCY OF BUYING IT PRODUCTSFIGURE 4 institute 5 3 once 12 twice 32 thrice more 53
  54. 54. FIGURE 5 corporate 5 8 18 ONCE TWICE THRICE 16 MORE ANALYSIS: The pie–chart analysis shows that in corporate the frequency of buying of IT products in a year is more as compared to the institutes. The institutes mostly purchase the IT products on yearly basis mostly during july – august. The large corporate make purchases more frequently on the quarterly basis and medium sized organizations can make purchases twice to thrice in a year. 6. SATISFACTION INDEX FOR DIFFERENT HCL PRODUTS ON THE BASIS OF WEIGHTED AVERAGE METHOD: TABLE 8:Particula digital Scan digital multimed LCD/PLA AV MULTIMEDI INTERACTIr copiers ner duplicato ia SMA CONFERE A FAX VE WHITE rs projector NCING MACHINE BOARD sWeighte 3.04 3.24 4.16 2.48 2.84 2.87 3.89 2.63daverage 54
  55. 55. ANALYSIS: The satisfaction index of different HCL products of the consumers wasfound out on the basis of the weighted average method. It shows that most of thecustomers are satisfied by the quality of digital duplicators of HCL. Though it is anew product and its customers are few, still it is making a good market for itself. Themultimedia fax machine, scanners, digitals copiers are having satisfactory responsefrom the consumers. The A V Conferencing machine and the Interactive white boardhave a less market capitalization. The highest dissatisfaction is seen in case of themultimedia projectors.FINDINGS: Despite of the decreasing market share of HCL since last year HCL still enjoy a good market position. HCL is the second largest PC shipment vendor in the market. HCL is more popular in the medium sized organizations, be it institutes or corporate. The Institutes focus on the factors like price and quality while purchasing an IT product. The Corporate focus on the brand and quality factor while purchasing an IT product. The corporate houses make purchasing of IT products more frequently as compared to the institutes. The corporate and the institutes shows an independent buying behavior irrespective of brand. It means the brand chosen by one institute or corporate different from other institutes or corporate. The satisfaction level of customers of office automation products is more than the satisfaction level of customers of frontline division products. 55
  56. 56. SUGGESTIONS AND RECOMMENDATION HCL is having large number of channel partners but it is not supporting & taking care all of them equally which results in increasing discontentment among new channel partners because its not possible for company to support all of them equally. Company should take some positive action for improving its services. Proper focus should be given on the after sale services of HCL. Company executive sale representatives should visit dealers on regular basis. They should pay proper attention towards checking of various components of products before end user delivery. Otherwise it tends towards defame of brand name in comparison to rivals. Need to expend customer care center as the consumer base of HCL Infosystem is increasing with very fast pace. Proper attention should be paid for advertisement planning, like changing and planning new advertisement campaigns from time to time or celebrity endorsements. Company should tie up with some event management company to organize various promotional activities like Canopy, Carnival and they should be promoted between the masses with the help of media. 56
  57. 57. CONCLUSION:HCL is a brand name and it has marked its presence in the market for more than two-decades. HCL is an Indian product and it has the consumer ethnocentrism attachedwith it. It has tapped the opportunities availing in the Indian market by launching itsIT product with a variety of range of price and technology. But now with the entry ofvarious foreign brands in the market, the competition has become tougher. Variousstrategies and advertisement campaigns are launched by HCL from time to time. Theyare larger number of buyers of the frontline division products as compared to theoffice automation products but the buyers of office automation products are moresatisfied with the product as compared to the frontline division product. HCL isadopting various strategies to increase its market share, as it has planned to launch thecheapest laptops in India and also to tap the high end customers; it has launched avariety of products with the latest technology in it. The institutes and the corporatehouses are its major customers as they purchase more frequently and in bulk. Theoffice automation division only deals with these types of organizations. The productsof HCL are very popular in this segment and still there is a huge probability for it toexpand its business as the new offices and institutes are establishing day by day withthe development of the technology. The institute and corporate offices are the twomajor clients of HCL; there choice criteria, buying behavior and their requirementsare quite different from each other. So, the company has to make different policiesand strategies to explore the two different markets. Moreover, there are huge clientmaking the bulk purchases from time to time. So, the company is expected tomaintain a very strong customer relationship and interaction with its clients. So, HCLhas large horizons and a large market to explore. So, the company should makeefforts and should focus on generating more business from this segment, in order toretain its market share and gain an advantage over its competitors.LIMITATIONS 57
  58. 58.  The study was limited up to Delhi and NCR region.  Only limited number of 55 institutes and 45 corporate houses were covered in the study.  Most of the research was based on cold calls, so then visited many places i.e. corporate and institutes and where it had not responded much.  There was a bias on the part of the respondents.  Companies that were contacted through telephone at times did not give correct information.  The IT manager or the person heading the IT Department did not have the rights to give the authorized official information to people other than the members of the official itself and the high officials.  At times there was a problem of non response from the institutes, companies and other authorized and unauthorized areas which affected the result of the project.BIBLIOGRAPHYWebsites www.channelbusiness.inMagazines / Newpapers/ Journals Philip Kotler,13th Edition, pp 200-222 4Ps Business Standard 58
  59. 59. Times of India HCL INFOSYSTEMS LTD. “COMPARATIVE STUDY OF PRESENCE OF IT PRODUCTS OF HCL IN CORPORATE HOUSES AND INSTITUTES” QUESTIONNAIRENAME:DESIGNATION:COMPANY:INSTITUTE/ CORPORATE HOUSE:Q.1 When was the organization established?…………………………………………………….Q.2 What is your field of operation/business line?……………………………………….………………..Q 3. What is the infrastructure of your organization?a). Manpower…………………b). No. of offices in India…………………c). Any abroad presence……………………Q 4. Where is the Head quarter of your organization?………………………………………………………..Q 5. Which segment do you belong? i) Large 59
  60. 60. ii) Middle iii) SmallQ 6. For Corporate: Whether (please tick): a) Public ltd. b) Private ltd c) PSU d) OthersFor Institutes: a) Government b) Private c) Trust d) Public Private PartnershipQ 7. Are you aware of the following IT Office Automation Products? Please tick. a) Digital Copiers b) Scanners c) Digital Duplicators d) Multimedia Projectors e) LCD/ Plasma f) A V conferencing equipment g) Multifunction fax machine h) Interactive White boardsQ 8. What is your current installed base of the following IT products in yourorganization? PRODUCT INSTALLED YEAR QUANTITY a) Digital Copiers ……………………. ………….. b) Scanners ……………………. ………….. c) Digital Duplicators ……………………. …………. d) Multimedia Projectors ……………………. …………. e) LCD/ Plasma ……………………. ………….. f) A V conferencing equipment ……………………. ………….. g) Multifunction fax machine …………………….. …………. h) Interactive White board …………………….. ………….Q.9 No. of times do you purchase IT products in a year? 60
  61. 61. ………………………………………………………………………………………......Q.10 Which is the most frequently purchased IT products?………………………………………………………………………………………......Q.11 No. of brands of IT products you are aware of? PRODUCT BRAND AWARENESS a) Digital Copiers ………………………………………… b) Scanners …………………………………………. c) Digital Duplicators ………………………………………… d) Multimedia Projectors …………………………………………. e) LCD/ Plasma ………………………………………….. f) A V conferencing equipment ………………………………………….. g) Multifunction fax machine …………………………………………. h) Interactive White board ………………………………….....…….Q.12 What is the most important thing that you keep in mind while purchasing ITproducts?..........................................................................................................................................Q.13 Which is the most preferred IT product brand by you and why?…………………………………………………………………………………………..Q 14. Are you satisfied with the product and services provided to you by IT players?If not. Why?…………………………………………………………………………………………..Q.15 Type of products range marketed by HCL in India, you are aware of?…………………………………………………………………………………………..Q 16. No. of times do you go for purchasing of the HCL products?…………………………………………………………………………………………..Q 17 If you a HCL consumer , rate your satisfaction index in the range of 1-5? 61
  62. 62. ( 1-Dissatisfied, 2-Indifferent, 3-Satisfied, 4- Will Recommend Others 5-HighlySatisfied) PRODUCT SATISFACTION LEVEL a) Digital Copiers ………………………………………….. b) Scanners ………………………………………….. c) Digital Duplicators ………………………………………….. d) Multimedia Projectors ………………………………………….. e) LCD/ Plasma ………………………………………….. f) A V conferencing equipment ………………………………………….. g) Multifunction fax machine …………………………………………. h) Interactive White board …………………………………………..Q 18. If you are a HCL consumer, what are the problems if any, faced by you in HCLproducts and services?..........................................................................................................................................Q 19. What are the improvements that could be done in the products/services ofHCL?…………………………………………………………………………………………..Q 20. Do you prefer purchasing from dealers or directly from HCL offices/ salesteam?……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..Q 21. When and what products marketed by HCL would you prefer to purchase infuture?HCL PRODUCT PROPOSED QUANTITY WHEN TO BE PURCHASED A) Toshiba Digital Copiers- Color, Black and White 62
  63. 63. B) Duplo Digital Duplicators C) Kyocera Mita AO size MFD/ Plotter D) Konica Minolta Printers E) Konica Minolta MF machines (Printers, Copiers, Scanners & Fax) F) In focus/ Hitachi/Toshiba Multimedia Projectors G) Hitachi/Toshiba LCD/ Plasma TV H) Hitachi/Polyvision Interactive White Boards I) Polycom Audio Video Conferencing EquipmentThank you for your time, help and support. It would be of great help in making ourresearch successful. THANK YOU 63