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Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR


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Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

  1. 1. 1 (THE USES OF HCL PRODUCT) Submitted to ACCMAN INTITUTE OF MANAGEMENT In partial fulfillment of POST GRADUATE DIPLOMA IN MANAGEMENT Approved by AICTE, Ministry of HRD. Govt. of India Submitted by VIKRAM KUMAR PGDM 2012-14 ACCMAN INTITUTE OF MANAGEMENT Under the guidence of Faculty Guide Industry Guide Prof. Menka Sharma Mr. Manish Raj Faculty Regional Sales Manager ACCMAN INTITUTE OF MANAGEMENT HCL Infosystem Ltd. Greater Noida Patna
  2. 2. 2 DECLARATION I, herby declared to the best of my knowledge and belief that the summer training report entitled as “A STUDY ON CUSTOMER BEHAVIOUR” (The uses of HCL products) for HCL Infosystem being submitted to the partial fulfillment of Post Graduate Diploma In Management (PGDM) 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 or institution for the award of any degree or diploma. I, Vikram Kumar hereby declare that all this work purely done by myself on a primary data and secondary. It is totally free from any biasness to any individual or any group of people. Date: Place: Vikram Kumar
  3. 3. 3 ACKNOWLEDGEMENT Industrial training is an integral part of any Management based program and forthat purposes I had joined HCLInfosystems Ltd., India’s premier information enabling company. I take the opportunity to express my gratitude to all of them who in some or other way helped me to accomplish this challenging project in HCL InfosystemsLtd. No amount of written expression is sufficient to show my deepest sense of gratitude to them. I am very thankful to External Guide, Mr. Manish Raj (Regional Sales Manager), Office Frontline Devision, HCL Infosystems Ltd., Patna and very grateful to Prof. Menka Sharma, ACCMAN Institute of Management, Greater Noida for their everlasting support and guidance 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 Mr. Priya Ranjan Sir and all the employees of HCL Infosystems Ltd. for their kind co-operation during my summer project. I am thankful to all the member of HCL Infosystem Ltd., Patna, which hasgiven me valuable information in the part of my project. Vikram Kumar
  4. 4. 4 PREFACE The management as a discipline has attracted attention of the academician and practitioner to a very great extent. Its importance has been growing day by day because 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 test the classroom learning. Practical training is considered to be an essential part of all the professiona linstitutions and those who are aspiring for Business Management Programme. This project 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 and used in wide variety of settings of products. This project work has been done under the kind permission of HCL Infosystems ltd. (Patna). It is undertaken in Patna (Main area) under the guidance of Mr. Manish Raj, 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 Patna (Main area). Hence result of the study can be utilized in Patna (Main area) only.
  6. 6. 6 EXECUTIVE SUMMARY The main purpose of this project is to analyze the IT requirements of the companies, institutes under a vertical or an industry. This project gives us an idea about the usage of IT and IT related products in a given industry. It also helps us to get an insight into a given vertical and get to know about the various pain areas, related to hardware. Since in business, almost all the companies and their operations are majorly dependent upon information technology, and even the small base companies are also getting digital, or in other words they are also hiring more computers and other IT products instead of people. This project gives the information about how information technology is helping companies to become more efficient and grow faster. It also talks about the different IT companies which are in picture and are providing services to various companies under the vertical. The project also deals with the research about the presence of HCL as a brand. This research also includes finding out the reputation, mind share, trends in buying behavior and also the market share of HCL brand in the Corporate and Education sector. Research about presence of other brands has also been done, which has helped in analyzing the competition of HCL with other IT 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 of purchasing, and differences in the buying behavior of Corporate and Institutes regarding the IT products. Surveys have been carried out with the help of the questionnaires. Visits were made to various institutes and corporate offices in Patna (Main area)
  7. 7. 7 Objective of the study: To study Customer Satisfaction level towards the usage of HCL Products. To identify the sources through which the customers were aware of HCL Products To identify the financing method used for the purchase of HCL Products. To analyze the reasons which influence the purchase of HCL products 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 LIMITATIONS OF THE STUDY The area for the survey was limited in and around PATNA (Main area) only. The time allotted for the project was from May 02 – Jul 02, 2013. Some customers were unwilling to provide information. Due to bias respondents might have given false information which might lead to biased conclusions. This study covers the sample size of 150 Customers for the above period.
  8. 8. 8 Scope of the study: As the data collected from Patna (Main area) city, the result cannot correlate to the entire city,So future researcher may concentrate on other regions. This project is to improve their efficiency in the field of marketing and also to provide best service. This project is helpful to do project in the concept of customer service and to know the information about customer’s expectations and their needs among the product. The study covers 150 customers in and around Patna city. A study of this type could be useful in marketing field. This helps to analyze the level of satisfaction of business establishment with respect to competitors. This also helps to know for which aspect does customers give gravity to buy a computers. This also included the activity of collecting suggestions from the customers to improve the company’s performance and customer service.
  9. 9. 9 INTRODUCTION COMPANY PROFILE HCL Infosystem Ltd. is one of the pioneers in Indian IT market, with its origins in 1976. For over quarter of a century, HCL have developed and implemented solutions for multiple market segments, across a range of technologies in India. HCL have been in the forefront in introducing new technologies and solution. HCL Infosystem (HCLI) draws it’s strength from 29 years of experience in handling the 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 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 a part fromknowledge and experience have also given us continuity in relationship with the customers, 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 Leadership HCL 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.
  10. 10. 10 Using their technology HCL has: 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 products HCL 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 strategic advantage. 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
  11. 11. 11 Guiding Principles VISION 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 OBJECTIVES To fuel initiative and foster activity by allowing individuals freedom of actionand innovation in attaining defined objectives. PEOPLE OBJECTIVES To 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. 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 citizens
  12. 12. 12 Philosophy 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 elements 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 that helped us effectively tie Quality with Business Goals, leading to the customer and employee satisfaction.
  13. 13. 13 HISTORY Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, 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 to the 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 the software 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.
  14. 14. 14 TIMELINE YEAR 1976 - Foundation of the Company laid - Introduces microcomputer-based programmable calculators with wide acceptance in the scientific / education community - Launch of the first microcomputer-based commercial computer with a ROM -based Basic interpreter 1977 - 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, transport 1978 - 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 Singapore 1980 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 bespoke 1981 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 theadvertisement was phenomenal. 1983 - 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. 1985- HCL sets up core team to develop the required software - ALPM (Advanced Ledger Posting Machines). The team uses reusable code to reduce development efforts and produce
  15. 15. 15 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 HCL becomes the largest IT Company in India. 1986 - Zonal offices of banks and general insurance companies adopt computerization - Purchase specifications demand the availability of RDBMS 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 Thailand 1994 - 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 projects 1995 - 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 customers 1996 - Becomes national integration partner for SAP 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 1998 - Chennai and Coimbatore development facilities get ISO 9001 certification - Acquires and sets up fully owned subsidiaries in USA and UK
  16. 16. 16 1999 - 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 India 2000 - 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 HCL BPO Incorporated. 2001- Declared as Top PC Vendor by Dataquest 2002 -HCL Infosystems & Sun Microsystems enters into an Enterprise 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. 2003 - 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 19,999 - 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 2004- 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 year 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 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.
  17. 17. 17 2005 -HCL completes buy-out of JVs with Deutsche Bank with BritishTelecom.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.
  18. 18. 18 ABOUT HCL INFOSYSTEMS HCL 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 with various 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 151 locations, 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.The company 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 a wide 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, today has a direct support force of over 1700+ members and is operational at 260+locations across the country and is the largest such
  19. 19. 19 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 continuity solution, application. Services, managed security services and NOC services over its state of the art IP network to over 200 corporate.With office automation (OA) division being part of HCL. 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
  20. 20. 20 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 valuable lessons 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 India’s 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 points of presence in India. HCL has global partnerships with several leading Fortune1000 firms, including several IT and Technology majors.
  21. 21. 21 6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCL INFOSYSTEMS NEED 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. ADVANTAGE Staying competitive in today’s dynamic business environment means finding newways to reduce costs while maximizing the value of your technology and personal resources. More than ever, your ability to "do more with less" determines howsuccessful your organization will be. That’s 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
  22. 22. 22 The 6 S SOLUTIONS: 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 logistic locations. Over 260 Direct service support locations. 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.
  23. 23. 23 BUSINESS MODEL The 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:
  24. 24. 24 ABOUT HCL FRONTLINE DIVISION The HCL Frontline Division of HCL Infosystems Ltd. focuses on providing solutions and value- added services to small and medium corporate, the small office/home officeand the home buyer. Involved in marketing and distributing national and international brands of computer systems and peripherals, the Frontline Division evolves innovative 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.
  25. 25. 25 ABOUT HCL OFFICE AUTOMATIONDIVISION HCL Insys‟ Office Automation Division (OA Division) is poised to leverage the convergence between IT, communications and office automation through its productand service offerings. The OA Division has an exclusive sales and support partnership with Toshiba Corporation, Japan for its photocopier products. Its product portfolio covers 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 HP Peripherals.
  26. 26. 26 Alliances & Partnerships To 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:
  28. 28. 28 Product and Services HCL 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 Portfolio DESKTOPS AND NOTEBOOKS Business PCs Home PCs HCL Laptops Intel WORKSTATIONS Infiniti challenger workstations SUN Workstations AMD WORKSTATIONS Infiniti Xcel Line 2200NL Infiniti Xcel Line 2200SY
  29. 29. 29 SERVERS Intel Servers Infiniti Global Line Servers IGL Entry Level Servers IGL True Enterprise Servers IGL Blades Servers IGL Itanium Servers Infiniti Solutions AMD Optrons Servers Infiniti Xcel Line 2200AT Infiniti Xcel Line 2200MI Infiniti Xcel Line 2200AZ Infiniti Xcel Line 4200TL Other Servers SUN Servers HP Risc Servers & Workstations THIN CLIENTS Winbee Thin Clients SUN Thin Clients DISPLAY PRODUCTS SUN Thin Clients
  30. 30. 30 NETWORKING PRODUCTS WinSmart Switch SNMP Managed Switch 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 HCLInfoDashboard HCL InfoAttendence HCL InfoAttendance –BN model HCL InfoAttendance – SN model STORAGE SOLUTIONS HCL 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
  31. 31. 31 TOSHIBA NOTE BOOKS SOLUTIONS Infrastructure Services Networking Services Security Services Facilities Management Services Domestic Hardware Services SOFTWARE LICENSES PRESENTATION 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. Konica Minolta Production Printers bizhub PRO C6501 bizhub PRO 950 Kyocera Mita-Wide Format MFDs
  32. 32. 32 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
  34. 34. 34 SWOT ANALYSIS OF HCL INFOSYSTEMS 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.
  35. 35. 35 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 customers satisfactory Poor customer relationship Lack of HCL service centers in SMB cluster areas Less promotional campaigns 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 THREATS Less franchise models Local assemblers are biggest menace for the company 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
  36. 36. 36 RESEARCH METHODOLOGY RESEARCH PROBLEM HCL product feedback and market share of HCL and compared to other IT companies. Company wants to know the satisfaction level of customer with its products 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. RESEARCH DESIGN Determined the Information Sources: The data has been gathered through secondary sources. PRIMARY DATA is collected through questionnaire, search and research through place where today’s 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 COLLECTION The 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 simple random and convenient sampling. The tools used for the analysis are chi-squaretest, Friedman test, weighted average method, bar graphs, pie-charts etc.
  37. 37. 37 NATURE OF STUDY The 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 sources being interaction with various IT people of the selected company and institutes and filling up questionnaire by them. Secondary sources being the Internet as the medium and the official sites of the companies of IT sectors and corporate selling and feedback of HCL INSTRUMENT USED A Questionnaire cum personal interview was used for market research for both the segments horizontal and vertical. The company in which the research is done provided the Questionnaire and an idea of its prospective clients. SAMPLE SIZE Sample size for the research is fixed. It counts to 150. It includes both corporate offices and institutes.
  38. 38. 38 17% 48% 35% Responds according to the Product Satisfaction of HCL products. Unsatisfied Very Satisfied Satisfied
  39. 39. 39 30% 41% 21% 8% Very Satisfactory About Average Some what satisfactory
  40. 40. 40 The following table shows no. of responds according to competitors. Out of 150 respondents. Factors No of Respondents Percentage Much Better 13 9% Some what Equivalent 35 23% Equivalent 78 52% Somewhat worse 5 3% Don’t know or never used 19 13% 9% 23% 52% 3% 13% Much better Somewhat Equivalent Equivalent Some what worse
  41. 41. 41 30% 47% 9% 14% Overall quality Value Purchase Experience Usages Experience
  42. 42. 42 AN INSTITUTIONAL DEMAND REPORT Short Analysis I have visited 150 institutions for the demand of HCL Laptop and Desktop. Among them only 65 institutes are given positive response towards HCL to buy its product in future. INFERENCE Out of 150 Respondents 57% of them are given negative response, 37% of them are given positive response towards HCL to buy its product in future. Positive 43% Negative 57% Institutional Demand
  43. 43. 43 Responds according to the institutional demand of HCL products INFERENCE Out of 150 Respondents 33% of them are agree, 57% of them are disagree, 2% of them are strongly agree, 5% of them are given may be and 3% of them are given can’t say responds for purchase of HCL products. 33% 57% 2% 5% 3% Institutional responds towards HCL Agree Disagree Strongly agree May be Can't say
  44. 44. 44 • While purchasing the machine majority of consumers are influenced by the price and quality • Some consumers are giving more importance to the brand image. • Many consumers are only almost satisfied with product and services but not fully satisfied. The reason is customer expects good and more services. • After sales service of the product is poor. • The customers need to be trained to manage the minor repairs of the Machine. • Most of the consumers are unaware of the other products of HCL.
  45. 45. 45 ROMMENDATIONS 1. In order to maintain top positions in the market the company should design flexible schemes like exchange components. 2. The power consumption of the equipment should be reduced. 3. The after sales service should be improved by highly skilled service engineers at time, so that it can continue as the market leader. 4. Steps have to be taken to make customers know in detail about the product and if possible rectify small repairs. This would help incase of any emergency because they cannot wait until the service people come from office. 5. The direct selling is very much appreciated by the owners of HCL, so this is the best method to sell the duplicators. Therefore, the company can fully concentrate over this method to make it to be more effective. 6. Since most of the customers are satisfied with the quality, brand and service of the product, the company can introduce more and more products and services by keeping the product line. 7. Media centre edition software is a popular product of HCL, which is most invited by the HCL customers, similar software products of this kind could be launched for HCL customers.
  46. 46. 46 CONCLUSION This project was carried out to study the customer satisfaction of HCL products and services and also to find the customers’ expectations and needs of the products. This also enabled to understand the dealers and customers relationship. During this research various types of users and customers were met. The Results and findings of this research study clearly exemplifies the fact that an indepth market study has been conducted and all the objectives set for this research work has been fully accomplished and the analysis has been performed. Owing my thanks for HCL infosystems - Frontline division, for offering me a wonderful opportunity to explore basics of Customer Relationship Management (CRM) & finally to conclude the researcher states that this project has given him a very good experience about the Customers. I hope that this opportunity would be highly helpful for me in my career.
  47. 47. 47 BIBLIOGRAPHY 1. Marketing Management by Dr. Philip Kotler. 2. HCL web site: 3. Other web site: