17557811 summer project report in hcl info systems limited

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A SUMMER TRANING PROJECT REPORTON

MARKET POTENTIAL FOR EPABX SYSTEMS,USE OF DGS&D RATE CONTRACTS AND

LEAD GENERATION THROUGH MAILERS

Dissertation submitted to the

In partial fulfillment of the requirement for the award of theCertificate of

POST GRADUATE DIPLOMA IN MANAGEMENT

Submitted By:-Ram Kishore MisPGDM (Major) Mark ID: - 2K8PGDSession: - 2008-2010Id: - [email protected]

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A PROJECT REPORTON

MARKET POTENTIAL FOR EPABX SYSTEMS,

USE OF DGS&D RATE CONTRACTS ANDLEAD GENERATION THROUGH MAILERS

Dissertation submitted to theVishveshwary School of Business Management

In partial fulfillment of the requirement for the award of theCertificate of

POST GRADUATE DIPLOMA IN MANAGEMENT

Submitted By:-Ram Kishore MishraPGDM (core) MarketingID: - 2K8PGD021Session: - 2008-2010

Faculty Guide:- Company Guide:-Ms. Namita Nath Kumar Mr. S MoorthyCoordinator, Lecturer Regional Manager (UP)VSBM, Dadri, GautamBuddha nagar Mr. Subodh Nath Tripathi

Territory Manager

Mr. Deepak TripathiSales Executive (Telecom)

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DECLARATION

I hereby declare that the dissertation MARKET POTENTIAL FOR EPABX SYSTEM, USE OF DGS&D WITH RC AND LEAD GENERATION THROUGH MAILERS Submitted for the PGDM Degree at Vishveshwarya School Of Business Management department of PGDM is my original work and thedissertation has not formed the basis for the award of any degree, associate ship,fellowship or any other similar titles.

Ram Kishore Mishra ID: - 2K8PGD021

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PREFACE

These survey reports had been conducted on product EPABX system, use of DGS&D with RC and lead generation through mailers for HCL INFOSYSTEMLtd. in Lucknow. The purpose of this research and preparation of this report areto find out that how many people in Lucknow are aware about the newtechnology IP PBX for business communication.

This project is carried out to the theoretical knowledge of the subject into the practical field work.

This project is carried out in the PGDM course of the Vishveshwarya School of Business Management, Dadri, Gautam Buddha Nagar, (utter Pradesh).

Ram Kishore Mishra

ACKNOWLEDGEMENT

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Acknowledgement is an art, one can write glib stanzas withoutmeaning a word, on the other hand one

can make a simple expression of gratitude.

Industrial training is an integral part of any PGDM program and for that purposes I had joined a company what else can be as good as HCL InfosystemsLtd, 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. S Moorthy (Regional manager of UP) Mr. Subodh Nath Tripathi (territory manager) and Mr. Deepak Tripathi (Sales Executive-Telecom) of HCL Infosystems Ltd ., Lucknow andvery grateful to Dr. A Kumar (Director of VSBM),Ms. Namita Nath Kumarfaculty Department of PGDM ,Vishveshwarya School of BusinessManagement, Gautam Buddha Nagar 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 of

recent development in the organizational and managerial aspects.Lastly, I am thankful to all the member of HCL Infosystem Ltd, Lucknow,which has given me valuable information in the part of my project.

Ram Kishore MishraPGDM (core-Marketing)ID-2K8PGD021

CONTENTS Title

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EXECUTIVE SUMMARY LITERATURE REVIEW COMPANY PRIFILE THE HCL OF TODAY SCOPE OF THE STUDY OBJECTIVE OF THE STUDY INTRODUCTION OF DGS&D ROLE AND FUNCTION OF DGS&D ADVANTAGE WITH DGS&D RATE CONTRACTS OF DGS&D ADVANTAGE OF RATE CONTRACTS GENERAL CONDITIONS OF CONTRACTS IMPORTENCE OF MAILERS EPABX INTRODUCTION RESEARCH METHODOLOGY

DATA ANALYSIS &GRAPHICAL INTERPRITATION MAJOR PLAYER IN MARKET ROLE OF ADVERRISMENT MARKETING STRATEGIES VOICE SOLUTION MANAGEMENT HIERARCHY KEY PARTNERSHIP CONSOLIDATED FINANCIAL RESULTS OF HCL SEGMENT RESULTS MARKETING AND SELLING STRATIGIES THE DECISION MAKING PROCESS CRM FINDING AND LIMITATION SUGGESION AND RECOMMENDAATION

CONCLUSION

BIBLIOGRAPHY

ANNEXORE QUESTIONNAIRE

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EXECUTIVE SUMMARY

HCL Infosystems, India's premier information enabling and integration company, hasreceived the ISO 9001:2000 certification specifies requirements for a quality managementsystem where an organization needs to demonstrate its ability to consistently provide productand services that meets customer and applicable regulatory requirements. ISO 9001:2000 alsoaims to enhance customer satisfaction through the effective application of the system,including processes for continual improvement of the system and the assurance of conformity

to customer and applicable regulatory requirement.

The menu of HCL Infosystem global services broadly covers IT consulting and professionalservices in the area of vertical applications, technology integration, ERP implementation andsoftware development. This also includes a complete portfolio of systems and network services for development. This also includes a complete portfolio of systems and network services for Facilities Management, Helpdesks, Systems Supports and network and InternetImplementation.

HCL Insysglobal customers include Samsung, Government of Singapore, and AMALinsurance Jurong Port in Singapore and Malaysians BSN commercial bank, SIA, DBS bank,Maybank life assurance charted semiconductors.

HCL Insys chosen platform of total technology integration lends itself to some verysignificant alliances with the global leaders. Among its partner are HP for high endAISCE/UNIX services and workstation and HP Open view network management solution;Intel for PC and PC server building blocks; Microsoft,novell and SCO AG solutions; Redhat ;Linux; Samsung; Pivota for CRM solution and ORACLE Sybase and Informix for RDBMS platform.

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Today the company has aligned its operations into five entities that offer seamless linkagesfor the customers seeking entry into the wired world through total the. Integration solutionands services.

HCL Infosystems focuses on the ever-growing segment in Imaging, Telecom andCommunication products solutions and services. Now it has an exclusive sale and support

partnership with Toshiba Corporation, Japan, for sales and servicing of its imaging and photocopier products. HCL Infosystems product portfolio covers a range of other officeautomation and communication products through alliances with world leaders.

The Managed Network Service offerings for corporate include VPNs, ASP offerings, CoLocation/ hosting, CDNs, security, corporate internet telephony solutions, technical andconsumer help desks, 24/7 Network Operations Centre monitoring and a host of valueaddednetworking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon

calling cards and VoIP telephony devices.HCL over its three decades of leadership in the Indian ICT Market has set new benchmarksand has created newer markets.

LITERATURE REVIEW

Doing training was really an opportunity before me when I could convert my theoretical

knowledge into practical and of real world type. Fortunately, the company I got is a true

follower of the various principles of management and also one of the leading companies in its

segment of the industry. The working environment that I was being provided was

extraordinary and helped me a lot in delivering my work properly and with full potency of

mine. HCL Infosystems Ltd is one of the renowned names in the Telecom, Software and

Hardware sector of computer industry.

The graph of sales of these respective product lines is the best in the industry as compared totheir competitors. I did my summer training project at HCL Infosystem Ltd., Noida, where Ifound all the professionals are very much committed to their work as well as they were all

professionals enough. This helped me a lot in getting a good deal of exposure. As I had to

consult the Channel partners, I felt myself, in the beginning, in a bit problem. But the

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cooperation of my superiors at the work induced confidence in me to deal with my problemswhenever they came.

COMPANY PROFILE

Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCLdeveloped the first indigenous micro-computer at the same time as Apple and 3 years beforeIBM's PC. During this period, India was a black box to the world and the world was a black

box to India. This micro-computer virtually gave birth to the Indian computer industry. The80's saw HCL developing know-how in many other technologies. HCL's in-depth knowledgeof Unix led to the development of a fine grained multi-processor Unix in 1988, three years

ahead of Sun and HP.

HCL's 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 its processes andapplied its know-how, developed over 28 years into multiple practices - semi-conductor,operating systems, automobile, avionics, bio-medical engineering, wireless, telecomtechnologies, and many more.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largestBPO operation, and manages the network for Asia's largest stock exchange network apartfrom designing zero visibility landing systems to land the world's most popular airplane.HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976.For over quarter of a century, we have developed and implemented solutions for multiplemarket segments, across a range of technologies in India. We have been in the forefront inintroducing new technologies and solutions.

In the early 70s a group of young and enthusiastic and ambitious technocratsembarked upon a venture that would make their vision of IT revolution in India a reality.Shiv nadir and five of his colleagues got together and 1975 set up a new company

MICROCOMP to start with; they started to capitalize on their marketing skills. Micro comp

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marketed calculators and within a few month of starting operation, the company was outselling its major competitors.

On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED was incorporated as jointventure between the entrepreneurs and UPSCE, with an initial equity of Rs.1.83 Lacs.

The HCL of TodayThis year (2007-08), IT industry is expected to grow by 20% over 2007, as per IDC, which isamongst the highest rates of growth in the world. With employment to 2.13 crore householdsalready in place, the National e-Governance Plan (NEGP) is surging ahead with investmentsof Rs. 23,000 crores planned for initial five years, for identified core projects.

HCL Infosystems Ltd, with annual revenue of US$ 2.7 Bn (Rs.11,855 crores) is Indias premier information enabling and ICT System Integration company offering a wide spectrumof ICT products that includes Computing, Storage, Networking, Security, Telecom, Imagingand Retail. HCL is a one-stop-shop for all the ICT requirements of an organization.

Indias leading System Integration and Infrastructure Management Services Organization,HCL has specialized expertise across verticals including Telecom, BFSI, E-Governance &Power.

HCL has Indias largest distribution and retail network, taking to market a range of DigitalLifestyle products in partnership with leading global ICT brands, including Nokia, Apple,

Casio, Kodak, Toshiba, Bull, Ericsson, Cisco, Microsoft, Konica Minolta and many more.

HCL today has Indias largest vertically integrated computer manufacturing facility with over three decades of electronic manufacturing experience HCL desktops is the largest selling

brand into the enterprise space.

With Indias largest ICT services network that reaches to every corner of India, HCLs awardwinning Support Services makes it the preferred choice of enterprise and consumers alike.

HCL Enterprise is a leading global technology and IT enterprise with annual revenues of US$4.1 Bn (Rs. 17,889 crores). The HCL Enterprise comprises two companies listed in India -

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HCL Technologies & HCL Infosystems. The 3-decade-old enterprise, founded in 1976, isIndias original IT garage start-up. Its range of offerings span Product Engineering,Technology and Application Services, BPO, Infrastructure Services, IT Hardware, SystemsIntegration, and distribution of ICT products. The HCL team comprises over 47,000

professionals of diverse nationalities, who operate from 17 countries including 360 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms,including leading IT and Technology firms.

SCOPE OF THE STUDY

Vision Statement

It is the most preferred employer and principal taking leading edge IT & Telecom products

and services to the masses through sustained excellence.

Mission Statement

We shall increase the awareness of HCL PALOMINO-IP PBX and increase the sale

of EAPBX product of HCL INFOSYSTEM.

Advantage of DGS&D

Finding the needs of customer through mailing

Quality Policy Statement

We will deliver defect-free products, services and solutions to meet the requirements of our external and internal customers the first time, every time.

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OBJECTIVES OF THE STUDYOBJECTIVES OF THE STUDY

Management Objective

To fuel initiative and foster activity by allowing individuals freedom of action and innovationin attaining defined objectives.

People Objective

To help HCL Infosystems people share in the companys success, which they make possible;to provide job security based on their performance; to recognize their individualachievements and to help them gain of satisfaction and accomplishment from their work.

Core ValuesCore Values

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It is uphold the dignity of individual It is committed to quality, Innovation and growth in every endeavor It is responsible Corporate Citizens

DGS&D INTRODUCTION

Background and Organizational Set Up

DGS&D has its origin in the India Stores Department, which was established in the year 1860in London for purchase of imported stores. In 1922, India Stores Department was establishedin India to arrange purchases for Government Civil Departments and Military Purchases. In1951, the set up of Purchase and Inspection was reorganized and DGS&D was constituted, inits present form, to handle all government purchases centrally, in tune with the nation

building exercise being undertaken at that time. Since then DGS&D has been functioning asthe Central Procurement Organization.

For over four decades, DGS&D acted as the sole procurement agency for Government of India with a minor restructuring in 1974, under which Defence, Railways and P&T wereauthorized to purchase items meant for their exclusive use.

With the liberalization of the Indian economy in 1991, DGS&D was required to concentrate

on its core activity of conclusion of rate contracts for all items of common use. Ministries/Departments were permitted to make ad hoc purchases of specific items. Ministries such asMinistry of Home Affairs, Ministry of Health & Family Welfare, Ministry of Defence,Ministry of Railways, Ministry of Information & Broadcasting, Ministry of Urban Affairs &Ministry of Rural Development etc. were provided with specialist Purchase Officers fromDGS&D to manage such purchase activity efficiently.

DGS&D, the Central Purchase Organization of Government of India is now an attachedoffice of Department of Commerce (Supply Division), Ministry of Commerce & Industry.DGS&D has two professional cadres namely the Indian Supply Service and the IndianInspection Service for carrying out procurement and quality assurance work. These services

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were constituted in 1961. The officers of these cadres are recruited through combinedEngineering Services Examination conducted by UPSC. The functions of DGS&D are carriedout through its Supply wing & Quality Assurance (QA) wing. Supporting services are

provided by Administration, Vigilance, Complaints and Public Relations, Planning & Co-ordination, Internal Work Study Unit, Management Information Services, Registration,Litigation, Import & Shipping and Computerization & Training Directorates.

Address of Director General of Supply and Disposal DGS&D Head Qrs, New Delhi5, Parliament Street, New Delhi 1Tel. Phone No.23362983.

OBJECTIVE OF DGS&D

1. Meeting the procurement needs of government organization.2. Facilitate & provide service in the government purchases.3. Reduce the time in the government purchases.

Role and Function of DGS&D

DGS&D comprises the following main wing

Supply wing.

Inspection wing.

Disposal wing.

Other supporting division such as management information system, planning anddevelopment, coordination and work study unit, legal and finance wing etc.

1. Supply Wing

The Supply or Purchase wing is the main functionary, which carries out procurementaction for conclusion of Rate Contract (R/C) and ad-hoc purchases. The activitiesof this wing includes processing of individual indents by calling tenders, analysis of offers, taking purchase decisions, issue of amendments, placement of contracts, and

pursuing them etc. There are Regional Supply Offices at Mumbai, Chennai &

Kolkata, which have been set up due to large concentration of particular industries atthese places. The Purchase Directorates at Headquarters handle the procurement of

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centralized items of stores. The Regional Supply Offices at Kolkata, Mumbai &Chennai procure items allotted to them. The Regional Offices also entertain ad-hocindents from the Indenting Departments as per the territorial jurisdiction of each officewith exception of Jute, Coir and Textiles.

2. Inspection Wing

Quality Assurance Wing of DGS&D (formally known as Inspection Wing) is theInspection Agency of the Govt. of India and is a technical arm of DGS&D providingcomplete support in purchase activity by laying down specifications, assessing thevendors, technical evaluation of bids & assuring quality of stores for their conformity.QA wing is headed by Additional Director General (QA) who is part of theOrganization of DGS&D at New Delhi and consists of a team of professionallyqualified experts, trained in India & abroad in various disciplines of engineering. QAwing has officers in four zones and each of the zones is headed by a Deputy Director General (QA) with two to three Directorates and further sub-offices in each zone. Inall there are 28 field offices across the country including NI circle at Delhi, coveringall major centers of Industrial activities, for handling the field activities.

Advantages in Associating with DGS&D

To Suppliers

Its REGISTRATION is held in high esteem by all Govt. Department/Agencies.

Award of rate contract lends respectability & image enhancement.

Marketing effort requires is nominal.

Consistent & uniform purchase policies & procedures.

Availability of technical guidance for upgrading manufacturing processes & for building product quality.

Uniform Quality Assurance techniques lead to standardization.

Registered suppliers are given prior intimation about tenders.

To Buyers

Facility of bulk purchase of lowest competitive price.

Enables buying as & when required. Saves effort involved in tedious & frequent tendering.

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Just in Time availability of supplies for inventory management.

Availability of quality goods with full quality assurance back-up.

Disadvantage with DGS&D

The major disadvantage with DGS&D is limited company for purchasing. Because limitedcompanies are registered with DGS&D and they have limited no of product. So the choice for the customer in purchasing is limited. This is the main disadvantage with DGS&D.

TENDER

It is a bidding process that is open to all qualified bidder and the sealed bids areopened usually in public for security and chosen on the basis of price and quality.

It is also called competitive tender or public tender.

RATE CONTRACTS OF DGS&D

The present role of the DGS&D is mainly to conclude the rate contracts to be operated by theconsuming departments of the Government for items of common use. DGS&D has beenidentifying such items, whose anticipated annual purchase by Government Organizations isnormally more than Rs. 25 lakhs a year, and bringing such items on rate contract. The

purchase policy envisages according preference to indigenously produced stores vis--vis

imported stores. DGS&D concludes rate contracts with manufacturers, as a matter of policy.Only where manufacturer himself does not market his products, DGS&D entertains soledistributor/ selling agent in lieu. For imported stores, DGS&D may deal with stockiest/suppliers of imported stores provided they have proven relationship with the foreignmanufacturer with guarantee of after sale service and supply of spares. Such entities arerequired to have adequate infrastructure for after sale service in India.

The DGS&D undertakes pre-dispatch inspection of stores on orders placed by civil indenterson rate contracts. This ensures that stores actually supplied are strictly as per rate contractspecifications & are of proper quality. The Quality Assurance Wing of the DGS&D alsoundertakes inspection of the stores being purchased by Government Departments outside rate

contracts on payment of fees, as also inspection for State Governments/ PSUs & other Government Organizations.

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The paying authority in respect of the rate contracts is the Chief Controller of Accounts(CCA(S)), Department of Commerce (Supply Division). Subject to adequate safeguards,advance payment upto 98% of the value of the stores is given to the suppliers on submissionof bills in the Offices of the CCA(S). The policy of making advance payment facilitates cashflow for the industrial units.

Advantages of The Rate Contract Scheme:

To Buyers:

Facility of bulk rate at lowest competitive price. Saves time and effort in tedious and frequent tendering at multiple user locations. Enables buying as and when required. Just in time availability of supplies reduces inventory carrying cost.

Availability of quality goods with full quality assurance back up.

To Suppliers

Access to large volume of purchase without going through tendering and followup at multiple user locations saving in administrative and marketing efforts andoverheads. Rate contract lends respectability and image enhancement.

GENERAL CONDITIONS OF CONTRACT:

i. This Rate Contract and Supply Orders placed against the Rate Contract shall begoverned by the General Conditions of the Contract as contained in Form No.DGS&D-68 (Revised) as amended upto date: Special Conditions governing RateContract contained in Form No. DGS&D-69 and Instructions to Tenders quotingagainst Tender Enquiries issued by the DGS&D contained in Form No. DGS&D-229;and also the conditions set out herein, unless otherwise stated in Special Conditions of Contract contained in "SCHEDULE "B" The rate contract and the supply orders shall

be issued for and on behalf of Purchasers as indicated below: President of India Governor(s) of State(s) as mentioned in the Constitution of India Heads of Union Territories Officers of Public Sector Undertakings/Bodies & Corporations.

ii. This rate contract will be operated by the officers authorized by DGS&D, to becalled as the Direct Demand Officer (DDO), in addition to the Officers of theDGS&D. The list of DDOs can be obtained from the concerned Purchase Directorate.DGS&D may add or remove any officer from the list at any time during the currencyof the rate contract.

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iii. The Indenting Officers who are not authorized to operate the Rate Contract may placeindents in the prescribed form to one of the following offices.

Directorate General of Supplies and Disposals,Jeewan Tara" Building, 5, Sansad Marg,

New Delh - 110 001. Office of Deputy Director General of Supplies & Disposals New CGO

Complex, New Marine Lines,Mumbai - 400 020.

Office of Deputy Director General of Supplies & Disposals 6, Esplanade East,CALCUTTA - 700 069.

Office of Deputy Director General of Supplies & Disposals, Shastri Bavan, 35Haddows Road, Chennai - 600 006.

iv. DDO should preferably act on the copies of rate contracts obtained from DGS&Donly. If under special circumstances they have to act on copies of RC obtained fromthe firms they should act on only such copies which are certified by an officer not

below the level of G.M. of the firm that the copies provided are complete, along withall amendments since issued without deleting or altering any provisions of the ratecontract and also subject to the condition that the same officer signs each page of thecopy of the R.C. However, in such cases, DGS&D will not be responsible for any actsof omission or commission by the firms.

IMPORTENCE OF MAILERS

We believe that Corporate Mailers are some of the most effective marketing tools of today.Today many MNCs use this technique to identify the customers need and requirement of

product . Mailers are helpful to advertise the new line of products or services in a better way.

Company designing a mailer exclusively for each our client, keeping in mind their specific

requirements and targeted audiences in mind.Company believe that every time they launch a new line of products or services their corporate mailer designs would play the key role in promoting them to their customers in themost efficient manner.

Advantage to customer

Easy to know about the product line and services of company Easy to communicate with company because mailers have full information about

company.

Advantage to organization

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It is cheapest way to communicate with customer in compression to advertisement onmedia and mobile services.

Postcard mailers have full data base of product or brand so no need to deliver theinformation in other way like media.

EPABX INTRODUCTION

EPABX - Electronic Private Automatic Branch Exchange

EPABX-a telephone exchange that is owned by a private business, as opposed to one owned by a common carrier or by a telephone company.

Electronic Private Automatic Branch Exchange .This is a mini exchange in which you caninput 2/3/4/more telephone lines and can take out so many outputs. This feature dependsupon the model that you choose.

The EPABX system is a Digital Microprocessor based stored program control with latestSoftware Version. It has facility to connect Computer Terminal, Telephone, and PagingSystem through suitable Interface common to all such devices.

PBXs make connections among the internal telephones of a private organization usually a business and also connect them to the public switched telephone network (PSTN)

via trunk lines . Because they incorporate telephones, fax machines , modems, and more, thegeneral term " extension " is used to refer to any end point on the branch.

PBXs are differentiated from " key systems " in that users of key systems manually select their own outgoing lines, while PBXs select the outgoing line automatically. Hybrid systems

combine features of both.

Initially, the primary advantage of PBXs was cost savings on internal phone calls: handlingthe circuit switching locally reduced charges for local phone service. As PBXs gained

popularity, they started offering services that were not available in the operator network, suchas hunt groups , call forwarding, and extension dialing. In the 1960s a simulated PBX known

as Centrex provided similar features from the central telephone exchange .

System components

The PBXs internal switching network.

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http://en.wikipedia.org/wiki/PSTNhttp://en.wikipedia.org/wiki/Trunk_linehttp://en.wikipedia.org/wiki/Faxhttp://en.wikipedia.org/wiki/Modemhttp://en.wikipedia.org/wiki/Extension_(telephone)http://en.wikipedia.org/wiki/Key_telephone_systemhttp://en.wikipedia.org/wiki/Key_telephone_system#Hybrid_keyphone_systemshttp://en.wikipedia.org/wiki/Hunting_(telephony)http://en.wikipedia.org/wiki/Centrexhttp://en.wikipedia.org/wiki/Telephone_exchangehttp://en.wikipedia.org/wiki/PSTNhttp://en.wikipedia.org/wiki/Trunk_linehttp://en.wikipedia.org/wiki/Faxhttp://en.wikipedia.org/wiki/Modemhttp://en.wikipedia.org/wiki/Extension_(telephone)http://en.wikipedia.org/wiki/Key_telephone_systemhttp://en.wikipedia.org/wiki/Key_telephone_system#Hybrid_keyphone_systemshttp://en.wikipedia.org/wiki/Hunting_(telephony)http://en.wikipedia.org/wiki/Centrexhttp://en.wikipedia.org/wiki/Telephone_exchange


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Microcontroller or microcomputer for arbitrary data processing, control and logic. Logic cards, switching and control cards, power cards and related devices that

facilitate PBX operation. Stations or telephone sets, sometimes called lines. Outside Telco trunks that deliver signals to (and carry them from) the PBX. Console or switchboard allows the operator to control incoming calls. Uninterruptible Power Supply (UPS) consisting of sensors, power switches

and batteries . Interconnecting wiring. Cabinets, closets, vaults and other housings

REASEARCH METHODOLOGY

RESEARCH PROBLEM

Market research for EAPBX and Feedback for it Find out the requirement of EAPBX

RESEARCH DESIGN

PRIMARY DATA is collected through questionnaire, search and research through

place where today's EAPBX systems has been mostly used.

SECONDARY DATA is being search sites like company magazines, newspapers,

journals, websites and the data has been collected through other approaches.

DATA COLLECTION

The researcher collected information through the offices of government organization,

official websites, magazines and journals.

DEVELOPED THE RESEARCH FRAME

This included deciding upon various aspects for the project on which the entire research is

based. The research frame included.

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http://en.wikipedia.org/wiki/Microcontrollerhttp://en.wikipedia.org/wiki/Microcomputerhttp://en.wikipedia.org/wiki/Uninterruptible_Power_Supplyhttp://en.wikipedia.org/wiki/Battery_(electricity)http://en.wikipedia.org/wiki/Microcontrollerhttp://en.wikipedia.org/wiki/Microcomputerhttp://en.wikipedia.org/wiki/Uninterruptible_Power_Supplyhttp://en.wikipedia.org/wiki/Battery_(electricity)


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NATURE OF STUDY

The project on which the researcher worked is descriptive and inferential in nature.

DATA SOURCE:

The researcher took the help of both primary as well as secondary sources. Secondary

sources being interaction with various government organization people of the selected and

has been chosen for the research by the researcher.

Secondary sources being the internet as the medium and the official sites of the government

sectors and corporate selling and feedback of HCL.

INSTRUMENT USED

The researcher for the research used a Questionnaire cum Schedule for market research. The

Questionnaire was prepared by the researcher and Schedule was provided by the company in

which the researcher did its research report.

SAMPLE SIZE

The sample size for the research is fixed. It counts to 50 from different government

organization and private originations.

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DATA ANALYSIS& GRAPHICAL DATA INTERPRETATIOIN

Sample Size = 50

1. Do you use intercom for business communication?a) Yes b) no

Yes 42 No 8

After research on market it was observed that most of the government organization usingintercom for their business communication.

2. What type of system do you use?a) Analog EPABX

b) Digital EPABXc) Hybrid EPABXd) IP PBX

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Analog EPABX 12Digital EPABX 24Hybrid EPABX 08IP PBX 06

It was observed that major part of government organization used Digital EPABX and AnalogEPABX. But the market of IP PBX also exists in the market.

3. How many ports do you use?a) 0


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It was observed that most of the government organization have 40-above ports or extension but at the time of research the researcher found that some organization was using 300-above port.

4. What are the facilities do you use in the system?a) call transfer

b) call waitingc) video/audio conferencingd) all above

Call transfer 32Call waiting 08

Video/audio conferencing 04All above 06

It was observed that most of the organization using call transfer, call waiting facilities in their system. Because they have no requirement for that system. But some organizations are usingadvance technology because they want better service and technology.

5. Are you satisfied with the system which you are using?

a) Yes b) no

yes 32no 18

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64%

36%

y

n

It was observed that major parts of government organization are satisfied with their system. Theregion behind it that most have newly installed system or some have in warranty period.6) If not satisfied, what is the cause of your dissatisfaction?

a) Poor serviceb) High maintenance

c) Poor performanced) Unwanted features

Poor service 28High maintenance 07Poor performance 05Unwanted feature 10

The major part of

dissatisfaction is poor service of the system. High maintenance is also is cause of dissatisfaction. So the final result is that customer wants a good service for their system.

7) What type of company is having the AMC support?a) Regional office of the companyb) Any other local player

Regional office of the company 27Any other local player 23

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56%14%

10%

20% Poor service

Highmaintenance

Poor performance

Unwantedfeature


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Major part of customer wants AMC of regional office of the company. So that they can get agood service in a short time.

8) are you facing any problem with current use product line?a) yes b) no

Yes 14 No 36

The above pie chart show that maximum part of customer are satisfied with their system because of Extended warrenty, and sevice.

9) Do you need up gradation in your system?a) yes b) no

Yes 12 No 38

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It was found that only 24% customer want to chang theire system because they wanttechnology with good service.

10) What is the brand used for business communication system?a) Ericssionb) Tadrian Coralc) HCL Palomino IP BXd) Other

Ericssion 22Tadrian 16HCL Palomino IP PBX 05Other 07

Most of the market cover by ericssion ie. Digital EPABX . but IP PBX also sastain in the

market.

11) What was the offer that you got when you bought your system?a) Prices Discountb) Extended Warrantyc) Freebiesd) Other

Prices Discount 24Extended Warranty 18Freebies 06Other 02

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Maximum customer wants prices discount and extended warrenty at the time of purchasingthe product. They also want a good service and freebies of the product.

12) The basis of buying or upgrading your communication system is.a) Chang in Technologyb) On requirement basisc) Sales & Promotion Offer d) Predefined Timeframe

Chang in Technology 18On requirement basis 28Sales & Promotion Offer 04Predefined Timeframe 10

Most of the government organization purchase the system when they have requirement.butsome of the organization purchase the system when technology had been changed like poloceorganization, defence and railway etc.

13) Where do you get the information about the latest offer?a) Company Mailers

b) Sales Executive of Company

c) News Paper d) Magazine

Company Mailers 20Sales Executive of Company 25

News Paper 03Magazine 02

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In the customer point of view they know about the latest offer through company excutive,company mailers. Because they have full information about the project which they havenewly launch.

14) In what way you have to purchase your product?

a) On DGS&D Rate Contractsb) Direct Purchasingc) By Tender

On DGS&D Rate Contracts 31Direct Purchasing 05By Tender 14

Most of the customers wants to purchase their system on DGS&D rate contracts ( 62%customer ). these rate are allready testd by government of india inspectiopn team.

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MAJOR PLAYER IN THE MARKET

1) Accord Communications Ltd.2) BPL Telecom Private Ltd.3) Matrix Telecom Private Ltd.4) HCL Infosystems Ltd.5) Coral Telecom Ltd.6) Bharti Teletech Ltd.7) Intellicon Private Ltd.

Accord Communications Ltd.Incepted in the year 1990, at Accord our mission is to reach business excellence through value-basedcommunication services and uncompromising quality. Involved in the core business of Manufacturing, Marketing / Exports & Servicing of PABX / KTS Systems, we are recognized expertsin our field as we conquer new thresholds in Communication Technology.

Today approx. above 1.0 Million Ports are in operation & being maintained by us. The company attributes its overwhelming success to the dedicated team, who sees its vision, believes in it and helps it achieve its goals. Our Business Objective is to attain CustomerSatisfaction followed with Repeat Sales & Transparent working.

BPL Telecom Private Ltd

BPL Telecom Private Ltd. provides cutting-edge solutions, services and products in the broader areas of Consumer Telecom Products, Enterprise Communications Products, Power Line Communication Equipments for the Power utility segment, with a dedicated focustowards hardware and software solutions for highly competitive global markets.Specific offerings span the areas of Consumer Telecom Products, Enterprise CommunicationProducts, Power Line Communication Equipments and Products for the Enterprise & UtilityBPL Telecom produces a wide range of innovative, high-tech customer premises equipment,including Push Button Telephones, Cordless phones, Speaker phones, FM Radio Phones,answering machines etc.

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Matrix Telecom Private Ltd

Matrix is competitor of HCL Infosystem ltd in telecom market. As an innovative, technologydriven and customer focused organization, the company is committed to keeping pace withrevolutions in the telecom industry. This has resulted in bringing forth of cutting edge

products like Digital PBXs, Digital and ISDN Key Phone Systems, GSM FCTs, GSMGateways, VoIP Products, Voice Messaging Products, Intercom Security Products and PLCCEPAXs. With over 1,000,000 line units installed and growing by over 1000 line units per day,the installed base of Matrix connects over 10,000,000 calls every day. Thus, Matrix hasgained the trust and admiration of users representing the entire spectrum of industries. Nowonder, Matrix has won awards for the Best PBX and Key Phone System Company.

Coral Telecom Ltd

Coral Telecoms portfolio of solutions cover the full range of communication needs,delivering highly flexible, reliable and cost effective solutions to suite the various needs of itscustomers with extensive scalability for investment.The company exports its products to 14 countries across the globe with a strong presence inUAE, South Africa and East Africa. Its products are approved by the telecom regulatoryauthorities of South Africa, Sri Lanka, Kenya, Tanzania, UAE and other.

Bharti Teletech Ltd

Established in 1985, Bharti Teletech is a subsidiary of Indias leading business conglomerate,Bharti Enterprises. The Company is currently engaged into distribution & marketing of widerange of products that include Smart Phones, high quality cordless phones, modems, audio /video conferencing products, Free To Air Set Top Boxes, Fixed Cellular Phones & FixedWireless Terminals. The alliances are with Blackberry, Apple, ASUS, Polycom, Transcend,Logitech, Huawei, Samsung, Aastra, Panasonic and Sanyo. Apart from this, Bharti Teletechis also engaged into manufacture of high quality landline telephones at its manufacturingoperations Ludhiana under Beetel brand for Airtel, BSNL / MTNL as well as retail market &exports to over 30 countries across more than 5 continents.

Bharti Teletech currently commands a leading share in retail as well as the telecom service provider segments. Buoyed by its experience & success in distribution & marketing as wellas the changing sphere of Indian economy, the Company plans to offer a high range of

products to the consumers, going forward.

Intellicon Private Ltd

Intellicon began its telecom operations in 1988, manufacturing C-DOT based Digital EPABXSystems. By 1991-92, The Company quickly progressed to become the largest manufacturer in this product range, duly recognized with a prestigious Productivity Award from C-DOT.

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The product was customized to suit various niche markets such as Police, Defense andElectricity Boards, Networking Projects, Railways, Group EPABX Systems for DOTFranchisees etc. The Call Management Package along with Terminal based Console(Termcon) became extremely popular among cost conscious corporate and attracted a large

private market.

ROLE OF ADVERRISMENT

Consumerism is the new word of todays market. Market belongs to the consumers and he isthe king. His tastes and preferences have undergone a big change. When a new product entersthe market it needs a lot of promotion. Promotion can be done by different ways. For

promoting a product whether it is raw material or finished product, a lot of things have to bedone like free offers, introduction of products in the market. In old days, people generallyhave a very limited choice. There was no much variety. There were also limited means of advertisements. Technology was not much developed. The only means of advertisement wasthrough radios or newspapers. Now, more modern means like television and computer havecome in every house. This is a great means to advertise articles whether it is clothes,television, consumers good or any other accessories. An advertisement is a means to promotea thing. There are various ways of advertisements like putting hoardings on the walls near residential areas or ad on radios or television. The budget and the sources decide which willthe best medium to advertise for a company.

When a product is further improved, even then the advertisement is needed. Advertisement plays a great role in making a good popular as it makes people aware of the product, its benefits and price. In todays world, when we go to the market, we find wide variety of goods. Even a small thing like soap has too many varieties and brands. There are a largenumber of companies manufacturing the product. So it is the consumer who decides the finalchoice he has made. It is the consumer who is decision maker of any product. When a new

product is launched, it needs some media through which it can be promoted. So, distributing pamphlets, advertisement in newspapers, television play a great role in promoting it.Technology has further improved ways to advertise a thing; internet in computer has becomea one of big source to promote a thing.

Now it is not always a product which needs popularity. If any new website or a business or any upcoming institution which has been just launched, it needs to be introduced to theconsumers. Proper and clear flow of information plays a great role in todays business world.The more precise and meaningful is the message contained in the advertisements, the moreeffective it would be. The type of classifieds has also changed. More and more techniques arenow coming in add world. The more use of colors and graphics have made ad world moreeffective. Digital techniques have given classifieds a new spice. Multimedia is the new inthing. Here is something for the people who wish to advertise. This website can provide youwith a solution to your problems. We provide you various offers so that you can advertise

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through this website. There are very effective templates and designs you can select for your advertisements. Very cheap rates for any kind of classified advertisements will be charged.

MARKETING STRATEGI

Mr. Paul added, "As part of our strategy to sustain the number one slot, we plan to introducenew products that have been designed bearing the customer needs in mind. We holdnumerous user meets across the country every year to get customer feedback and these newlaunches are a result of this painstaking, yet rewarding exercise," HCL Insys, a technology integrator, offers its customers technology solutions across multiple

platforms. This is as a result of its expertise in developing state-of-the-art indigenousenterprise solutions; understanding of the networking technology; its design capabilities in

product engineering; integrating diverse hardware components and its access to specialisedtechnology for turnkey projects through partnerships with various world class players. With adefinite and distinct focus on enterprise solutions and personal computers, HCL Infosystems(HCL Insys) has direct customer service centres at 143 locations, 6 software export factoriesand a state-of-the-art manufacturing facility.

HCL Insys has five overseas business entities in US, UK, Australia, Singapore and Malaysia.HCL Insys manufacturing process are ISO 9001 certified, while its software development

processes have achieved SEI CMM Level 4. The company has recently set up an Internetsubsidiary called HCL Infinet Limited that will provide value added Internet services in theB2B and B2C areas. With a mission statement to provide world-class information technologysolutions and services to enable its customers to serve their customers better, HCL Insys issetting new standards of information technology in India

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VOICE SOLUTION

Following products are available in Voice Solutions in HCL Infosystem Ltd.

1. AASTRA

2. TADIRAN

3. SAMSUNG

AASTRA

Previously known as Ericcson and bought by AASTRA a UK based company provides thecommunication solutions from small, medium to big enterprises. Products handled byAASTRA are:

Business Phone 250 also known as BP 250 creates the best communication system for smallto medium sized enterprises. Whether you need 8 or 300 extensions you can benefit fromhigh quality, IP Based communication for voice, data and multimedia traffic.

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WHY BUSINESS PHONE 250

BP 250 helps in deploying Better Communications thru: Computer Telephony and data integration Add business class IP Telephony by combination with CT Get benefits from Unified Messaging Effectively integrate with standard tools, like MS Outlook Add communication services, like profiles, presence and group collaboration

IP Phones

IP Phones works on the principle of using IP/Data networks for signaling and voice mediatransport. These phones provide a rich set of features compared to those available with PSTN

phones. IP Phones can be used with both wore-line and wireless interfaces and can bedeployed for enterprise as well as residential applications. Wide range of SIP based IP endterminals can work with any standard based IP Switch/IPPBX/Network bringing you

business class voice.

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MANAGEMENT HIERARCHY

LEADERSHIP

Shiv NadarFounder HCL, Chairmanand CEOHCL Technologies

Ajai ChowdhryCo-Founder HCL, Chairmanand CEOHCL Infosystems

J V RamamurthyChief OperatingOfficerHCL Infosystems Ltd

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Vineet NayarPresident: HCL

Technologies

RanjitPresident and CEO of

theHCL Technologies (BPO)

KEY PARTNERSHIPS

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CONSOLIDATED FINANCIAL RESULTS OF HCL

The company has reported consolidated revenue of Rs 3130.4 crores during the

quarter ended September 30, 2007 as against Rs 2824.0 crores in thecorresponding quarter of the previous year, a growth of 11% .

Profit before tax was reported at Rs 105.6 crores during the quarter ended September 30,2007 as against Rs 93.5 crores in the corresponding quarter of the previous year, a growth of 13% .

Profit after tax was reported at Rs 72.1 crores during the quarter ended September 30, 2007 asagainst Rs 67.1 crores in the corresponding quarter of the previous year, a growth of 8% .

Earnings per share:

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Basic EPS for the quarter ended September 30, 2007 was Rs. 4.3 per share of Rs. 2/- each asagainst Rs 4.0 per share in the corresponding period of the previous year.

Dividend:

The Board of Directors has recommended Interim dividend of Rs. 2 / - per fully paid up share( 100% on an equity share of par value of Rs 2/- each).

SEGMENT RESULTSTelecommunication & Office Automation:Telecommunication & Office Automation business revenue for the quarter was Rs. 2365.7crores as against Rs 2254.4 crores in the corresponding quarter of the previous year.

PBIT for the quarter was Rs. 66.9 crores as against Rs 62.3 crores in the correspondingquarter of the previous year.

This quarter saw a high-powered trade promotion activity organized jointly by HCL and Nokia, extended to its trade partners, the qualifying members of which got an opportunity to be a part of Twenty 20 world cup matches in South Africa.

HCLs Imaging business saw a steady growth in the previous quarter and continued to dowell. HCL won several prestigious orders. The quarter saw HCL foray into production

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printing segment with a significant order from a progressive and fast growing major in thesouth of India, requiring high speed, high capacity solution for its large volume utility bill

printing project. Another multi-crore win was a large order from a credit company to connectits branches via MPLS & VPN.

The unique HCL Digital Signage offering was very well received by Large/MediumFormat Retail Chains. This cost-effective solution meets the specific needs of the retailers byenabling them to customize their digital signage contents to individual screens from remotelocation. It helps retailers productivity and responsiveness, enabling secure access tonetwork resources and applications.

HCL also consolidated its Media & Entertainment business during the quarter with two prestigious orders from Cable MSOs (Multiple Service Operators) in Bangalore and Mumbai.HCL also announced its entry into Cable Set Top Boxes (STBs) for Conditional AccessSystem with new orders from MSOs in Kolkata and Bangalore. The company won severalnew orders from prestigious Television and Radio channels, including Doordarshan. HCL isleveraging its partnerships with global leaders in Media & Entertainment hardware, includingSony*, BlueFish444*, Playbox* and Clyde Broadcast* among others to offer high-

performance solutions for the fast-growth broadcasting industry.

Computer Systems & Other Related Products:

Computer Systems business revenues for the quarter was Rs. 764.6 crores as against Rs 563.6crores in the corresponding quarter of the previous year, a growth of 36% .

PBIT of Computer Systems business for the quarter was Rs. 51.9 crores as against Rs 31.2crores in the corresponding quarter of the previous year, a growth of 66% .

Computer Systems & Other Related Products:

This quarter witnessed another breakthrough win by HCL for the execution of a customized

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infrastructure solution including computing and security solutions for the largest regulatory body of the country. Another highlight of the quarter was the execution of a major hardwaredeal by HCL as part of the large System Integration project for UP State Wide Area Network undertaken by a government consultancy.

After the successful conclusion of the pilot phase conducted in 2006- 07 this quarter saw theimplementation of CIPA (Common Integrated Police Application) by HCL in more than 421 police stations covering Maharashtra, Haryana, Punjab, West Bengal, Meghalaya, A.P.,Sikkim and Delhi.

In a drive to empower its regional executives with the unique power of mobility, a major finance outfit present across 400 locations in the country placed with the company a largeorder of HCL Leaptops in the last quarter.

Earlier in the quarter, HCL became the first Indian company to break the One Terabytestorage barrier in PCs with the launch of HCL 1TB PC. A boon for the enterprise customers

undertaking data-intensive projects in graphic designing, animation, publishing and videoediting etc. one terabyte capacity allows consumers to store 56,000,000 pages of letter-sizedtext, 333,000 high-resolution (3MB each) jpeg images, 1,000,000 e-Books, 250,000 MP3songs (4MB each), 500 standard-definition movies, 125 high-definition movies.

The last quarter further reiterated HCLs quest to bring in the latest technology for the Indianenterprise customers as the company heralded the era of quad-core computing in the high-endserver market. HCL launched its first Quad- Socket High -End Enterprise server, HCL IGL4700 FC based on Intels latest 7300 series of Quad core Xeon MP Processors. This quad-socket server can handle a virtualized application environment with up to 16 virtualMachines, allowing it to single-handedly cater to all infrastructure requirements of emerging

businesses. Next in the series was the launch of HCL Infiniti Xcel Line 2200 LY and 2200 YA Servers, based on Quad-Core AMD Opteron processor, coinciding with the global launch of the processor. The performance versatility offered by HCLs new server line-up makes it the perfect fit for frequency-intense application workloads in multi-threaded, multi-taskedenvironments, typically experienced in HPC (High Performance Computing), Virtualization,Web Serving, Defence/Military and EDA/CAD/CAE applications. Designed to deliver increased energy efficiency, performance and virtualization support, the new HCL servers

powered by Quad-Core AMD OpteronTM processor are targeted at banks, scientific andresearch labs, animation studios and software solution companies.

HCL also leveraged Toshibas superior technology advantage in notebooks with the launch of two new Thin & Light and Ultraportable models Portege M600 and Portege R500respectively. The company also moved towards enhanced market penetration for Toshiba bycovering 25 (additional) cities across India, apart from ensuring presence of Toshibasnotebook range in all major Large Format Retail Chains Croma, Next, Jumbo, Vijay Sales,Max Hypermarket, Staples and IT Junction.

Gearing up for the up coming festival season, customized marketing strategies based onunique target customer segments were aimed to create consumer awareness about HCLLeaptops & HCL Ezeebee desktops. 10 HCL branded Vans branded as Carnival on Wheels

carried these products pan India. An innovative, one of its kind, six-week campaignMonsoon Double Dhamaka was launched across the country. Customers who bought Intel

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Core2Duo powered HCL PCs got a scratch card giving them an opportunity to win 45 goldcoins, six holidays in Singapore or Malaysia or the mega prize of one holiday in Switzerlandfor a couple. This doubled the excitement in the market, drawing more customers toexperience the superior value offered by HCL desktop and notebook PCs.

MARKETING AND SELLING STRATEGI

Now days every companies playing strategies so as to attract customers and increaserevenues and also customer base. Pent-up demand, attractive price points and economicstability propelled PC growth. PCs are acting as entertainment centers with TV functionality,supported by the digital sound experience and large screen displays.

At present in the market many of telecom companies are running their business. Theyintroduce their product forcibly, in this way HCL Infosystem Ltd. Differentiate itself withtheir successful marketing strategy. HCL Infosystem Ltd. telecom technology's positionrelative to these drivers:

Price: HCL Infosystem Ltd adopts a strategy to sell their product on DGS&Drate contract these are the government approved rate contract. So there is nodoubt in government purchases. Features: Within the given product module, company introduce best businesscommunication technology ie. IP PBX. it consist number of feature. Service Offering: HCL Infosystem is only a company to provide directcustomer services to their customer. In this way company provide best services totheir customer. Product Flexibility: HCL Telecom Technology will strive to maintain a leadin the ability of the operator to easily add schemes and re-configure the system. Inaddition, HCL Telecom Technology will maintain an open environment. HCLtechnology is easy to install & easy to use.

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Vendor Experience: HCL Infosystem Ltd. will follow a stepped strategy to be sure we under-commit and over-deliver to our customers. HCL Infosystem Ltdhas a joint venture with best vendor and suppliers of like Aastra, tadiran Coral etc.

THE DECISION MAKING PROCESS

Decision makers, who are used to depending on their past experiences, must make decisionsand take actions in the rapidly changing world we face today. In this turbulent environment,the ability to successfully view the current situation through the traditional "good judgment"viewpoint is weakened through increasing external noise (a multitude of information sourceson multiple topics) and changing.

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B u y e r b e h a v i o r - D e c i s i o n - M a k i n g P r o c e s sResearch suggests that customers go through a five-stage decision-making process in any

purchase. This is summarised in the diagram below:

This model is important for anyone making marketing decisions. It forces the marketer toconsider the whole buying process rather than just the purchase decision (when it may be toolate for a business to influence the choice!)

The model implies that customers pass through all stages in every purchase. However, inmore routine purchases, customers often skip or reverse some of the stages.

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A customer can obtain information from several sources:

Personal sources: family, friends, neighbors etc.

Commercial sources: advertising; salespeople; retailers; dealers; packaging; point-of-

sale displays.

Public sources: newspapers, radio, television, consumer organizations; specialistmagazines.

Experiential sources: handling, examining, using the product

Research suggests that customers value and respect personal sources more than commercialsources (the influence of word of mouth). The challenge for the marketing team is toidentify which information sources are most influential in their target markets.The final stage is the post-purchase evaluation of the decision. It is common for customers toexperience concerns after making a purchase decision. This arises from a concept that isknown as cognitive dissonance. The customer, having bought a product, may feel that analternative would have been preferable. In these circumstances that customer will notrepurchase immediately, but is likely to switch brands next time.

To manage the post-purchase stage, it is the job of the marketing team to persuade the potential customer that the product will satisfy his or her needs. Then after having made a purchase, the customer should be encouraged that he or she has made the right decision

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Customer Relationship Management (CRM) refers to the methodologies and tools thathelp businesses manage customer relationships in an organized way.

CRM is a term that is often referred to in marketing. However, there is no completeagreement upon a single definition. This is because CRM can be considered from a number of perspectives. In summary, the three perspectives are:

1. CRM from the Information Technology Perspective.From the technology perspective, companies often buy into software that will help to

achieve their business goals. For many, CRM is far more than a new software package, therenaming of traditional customer services, or an IT-based customer management system tosupport sales people. However, IT is vital since it underpins CRM, and has the payoffsassociated with modern technology, such as speed, ease of use, power and memory, and soon.

2. CRM from the Customer Life Cycle (CLC) Perspective.The Customer Life Cycle (CLC) has obvious similarities with the Product Life Cycle

(PLC). However, CLC focuses upon the creation of and delivery of lifetime value to thecustomer i.e. looks at the products of services that customers need throughout their lives. It is

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marketing orientated rather than product orientated. Essentially, CLC is a summary of the keystages in a customer's relationship with an organization.

3. CRM from the Business Strategy Perspective.The Business Strategy perspective has most in common with many of the lessons and

topics contained on this website, and indeed within the field of marketing itself. The diagram below shows the Marketing Teacher Model of CRM and Business Strategy. Our modelcontains three key phases - customer acquisition, customer retention and customer extension,and three contextual factors - marketing orientation, value creation and innovative IT.

CRM MODEL

A commonly cited definition of CRM is that of CRM (UK) Ltd (2002), as follows:

Customer Relationship Management is the establishment, development, maintenance andoptimization of long-term mutually valuable relationships between consumers andorganizations. The relationship delivers value to customers, and profits to companies. Therelationship is supported (but not driven) by cutting edge IT. The business strategy is basedupon the recruitment, retention and extension of products, services, solutions or experiences tocustomers. This is the core of CRM.

FINDINGS & LIMITATIONS

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Every project has some limitations even the researcher came across some limitations while

working on the project which made the analysis a little inappropriate at times. Some of the

basic limitations faced during the research are listed below:

Only limited number of government organization and banks where it has been found 50

players was covered in the study.

Most of the research was based on cold calls.

There was a bias on the part of the respondents.

The research is based on Lucknow market.

At the time of research several time most of the Administrative officers were not

present in their departments.

At the time of research most of the administrative officers did not sincerely respond to

the researcher.

SUGGESION AND RECOMMENDAATION

HCL is having large number of channel partners but it is not supporting & taking careall 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 against it.

Company executive should pay proper attention towards checking of variouscomponents of PC and telecom before end user delivery. Otherwise it tends towardsdefame of brand name in comparison to rivals.

Need to expend customer care center as the consumer base of HCL Infosystems isincreasing with tremendously fast pace.

Proper attention should be paid for advertisement planning otherwise it may lead to problem for dealer and customer as well as for company.

Company should tie up with some event management company to organize various promotional activities like canopy, Carnival.

CONCLISION

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Marketing is a very crucial activity in every business organization. Every product producedwithin an industry has to be marketed otherwise it will remain as unsold stock, which will beof no value. I have realized this fact after completion of my summer training project. Despiteof various difficulties and limitations faced during my summer training project on the topicMARKET POTENTIAL FOR EPABX SYSTEMS, USE OF DGS&D RATECONTRACTS AND LEAD GENERATION THROUGH MAILERS . I have tried mylevel best to find out the most relevant information for the organization to complete theassignment that was given to me. After completion of my summer training project I havegained several experiences in the field or sales marketing. I have got the opportunity to meetvarious people, which fluctuate in different situation and time. This summer training projecthas given me the opportunity to have first experience in the corporate world.

Theoretical knowledge of a person remains dormant until it is used and tested in the practical

life. The training has given to me the chance to apply my theoretical knowledge that I haveacquired in my classroom to the real business world. I have completed my summer training

project in which are involved in its successful completion. In spite of few limitations andhindrance in the summer training project I found that the work was a challenge and fruitful. Itgives enough knowledge about the computers market and the distribution process undertaken

by an organization. This summer training project has enabled my capability in order tomanage business effectively and in my career in future.

BIBLIOGRAPHY

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BOOK

AUTHOR: KOTLER PHILIP

TITLE: MARKETING MANAGEMENT

PLACE OF PUBLICATION: DELHI

PUBLISHER: TATA MC GRAW HILLSPUBLISHING CO. LTD

MAGAZINES / JOURNALS / NEWSPAPERS

Business Today

The Financial Express

The Times of India

Company Annual Magazine

WEBSITES :

www.hcl.in

www.indiainfoline.com

www.google.co.in

www.hp.com

www.saharacomputer.com

www.acer.com

www.dell.com

www.ibm.com

www.hclinfosystem.in

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QUESTIONNAIRE

Dear Respondent,We are conducting a survey of product EPABX for business communication.

This survey would help us in serving you better. Please fill the questionnaire with duecare and attentiveness and to the best of your knowledge to help us gauge your likes anddislikes. The questionnaire has instructions to facilitate you while filling up thequestionnaire. Please feel free to ask though, wherever necessary.

Name ____________________________________

Designation ____________________________________

Address ____________________________________

Contact No. ____________________________________

1) Do you use Intercom for business communication?a) yes b) no

2) What type of system do you use ?a) Analog EPABX

b) Digital EPABXc) Hybrid EPABXd) IP PBX

3) Which type of trunk do you use?a) Analog

b) Digital

4) How much port do you use?a) 10-20b) 20-30c) 30-40d) 40-above

5) What are the facilities do you use in the system?a) Call transfer b) Call waitingc) Video/Audio Conferencingd) Others

6) Are you satisfied with the system which you are using?a) Yes

b) No7) If not satisfied, what is the cause of your dissatisfaction?

a) Poor service

b) High maintenancec) Poor performance

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d) Unwanted featurese) Other reason

8) Do you have AMCs?a) yes

b) no 9) What type of company is having the AMC support?

a) Regional office of the company b) Any other local player

10) Are you facing any problem with current used product line?a) yes

b) no

11) Do you need up gradation in your system?a) yes b) no

12) What is the brand used for business communication system?a) Ericssion

b) Tadrian coralc) HCL Palomino IP PBXd) Any other

13) What was the offer that you got when you bought your system?a) Prices discount

b) Extended warrantyc) Freebiesd) Other

14) The basis of buying or upgrading your communication system is..a) Chang in technology

b) On requirement basisc) Sales and Promotional offersd) Predefined timeframes

15) Where do you get the information about the latest offer?a) News paper

b) Magazinec) Television & Radiod) Other

Thanks for filling up the questionnaire and for your valuable time.Have a great day !!!

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17557811 summer project report in hcl info systems limited

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