analysis of various strategies of hcl infosystems c.d.c program

7/29/2019 Analysis of Various Strategies of Hcl Infosystems c.d.c Program

1/94

Summer training report on

ANALYSIS OF VARIOUS STRATEGIES OF

HCL INFOSYSTEMS C.D.C PROGRAM

HCL INFOSYSTEM LTD

SUBMITTED BY

OMAR WASEEM ANSARI

Roll No.1009470075

GALGOTIAS INSTITUTE OF MANAGEMENT & TECHONOLOGY

GREATER NOIDA

AFFILIATED TO MAHAMAYA TECHNICAL UNIVERSITY

UTTAR PRADESH


2/94

DECLARATION

I solely declare that the report titled ANALYSIS OF VARIOUS

STRATEGIES OF HCL INFOSYSTEMS C.D.C PROGRAM is a bonafied record

of work carried by me, submitted partial fulfillment of requirement for the award of

degree Master of Business administration under the guidance of Mr.Himanshu Singh

(Marketing manager)

This research is solely the work of me based upon questionnaire, printed material

given in bibliography. The matter embodied in this report has not been submitted for the

award of any other degree.

OMAR WASEEM ANSARI


3/94

ACKNOWLEDGEMENT

I express my sincere gratitude to HCL Info system Ltd, for his able guidance, continuous

support and cooperation throughout my project, without which the present work would

not have been possible.

I would also like to thank the entire team of HCL Info system for the constant

support and help in the successful completion of my project.

OMAR WASEEM ANSARI


4/94

TABLE OF CONTENTS

Chapter No. Subject

Ch.# 1.0 Executive Summary. 5-10

Ch.# 2.0 Research Methodology 11-14

2.1 Primary Objective(s).

2.2 Research Design

2.3 Nature of Data..

2.4 Scope of the Study.

Ch.# 3.0 Critical Review of Literature.. 15-16

Ch.# 4.0 Company Profile . 17-46

4.1 Industry Profile..

4.2 SWOT Analysis.

Ch.# 5.0 Data.. 47-48

5.1 Collection

5.2 Primary Data...

5.3 Secondary Data...

Ch.#6.0 Major player in market 49-52

Ch.#7.0 Role of advertisement 53-54

Ch.#8.0 Marketing strategy 55-56

Ch.# 9.0 Findings & Analysis 57-61


5/94

Ch.# 10.0 Recommendations 62-67

Ch.# 110 Bibliography 68-69

Ch.# 12.0 Annexure 72-81

12.1 Graphs

Case Study (minimum 10 pages) 82-96

(Note: All tables & graphs- Sources are compulsory to mention for any secondary

data)

In case of primary data, always specify the sample size.


6/94

CHAPTER 1.0

EXECUTIVE SUMMARY

HCL Enterprise is a leading global technology and IT enterprise with annual revenues of

US $4 billion. The HCL Enterprise comprises two companies listed in India - HCL

Technologies & HCL Infosystems. The 3-decade-old enterprise, founded in 1976, is

Indias original IT garage start-up. Its range of offerings span Product Engineering,

Technology and Application Services, BPO, Infrastructure Services, IT Hardware,

Systems Integration, and distribution of ICT products. The HCL team comprises over

45,085 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.

HCL Infosystems, with revenues (TTM) of US$ 2.6 billion (Rs. 11,897 crores), is India's

premier information enabling and system integration company. HCL offers products and

infrastructure solutions in the fields of computing, communication, networking, office

automation, broadcasting and imaging. It has partnerships with leading global players

like Intel, AMD, Toshiba, Bull, Ericsson, Cisco, Microsoft, Nokia, Apple, Computer

Associates, Casio, Symantec and Konica Minolta among others.


7/94

HCL has a direct sales, channel sales and retail sales network pan India. HCL has a

support of 360+ customer service centers and four ISO 9001 certified state-of-the-art

manufacturing facilities. HCL Infosystems has pan India presence across metros and

non-metros. With a mission to provide world-class information technology solutions and

services to enable its customers to serve their customers better, HCL Infosystems is

forever setting new standards of IT in the country.

In the world of high end cutting edge technology that we live in today, the students do

not have the capabilities on leading edge technology which is so very critical to build the

ICT infrastructure in the country. While a lot of emphasis is laid on availability of

software engineering it is estimated that the Indian ICT market is over 84,000 crores

today out of which 60-70% is hardware and Infrastructure software.

A study by Cisco-IDC estimates that one-third of companies are not able to fill their

demand for networking professional. Also according to a estimate by E-Value, there is

an estimated annual demand of around 2 lakes networking professional in the country

while the supply is limited to about 60% only. The deficit is further estimated to grow at

a CAGR of 21% till 2010

The technological changes add further to the demand, leading to not only a gap in

quantity but a huge qualitative gap as well. Hence the realization and the urgent need to


8/94

create a robust and sustainable skilled manpower resourcing framework, has resulted in

the Company setting up HCL CDCs.

HCL Infosystems has announced its latest initiative to create highly skilled IT

professionals across the country.

Under this initiative, the company would offer hardware and networking career

development courses at its career development centers (CDCs) in association with state

technical schools like industrial training institutes (ITIs).It is learnt that HCL CDCs

provide specially designed courses in high-end software, hardware and networking

integration to groom students into industry-ready professionals. HCL CDCs also offer

placement support to all their students who excel in their academics and display a

remarkable performance during the course.

According to Rajendra Kumar, Executive Vice President, HCL Infosystems,

the IT boom in India has caused a severe shortage of high-skilled ICT

engineers. With HCL CDCs, they hope to play a leadership role in enlarging

the talent pool available to organizations deploying IT in India. HCL also

stated that it plans to set up 100 HCL CDCs across the country in the next

12 to 15 months.


9/94

S T M Eswar, Head, HCL CDC, said that HCL CDC courses have been designed

keeping in mind the specific needs of modern day organizations. Their mission is to

transform their students into industry-ready professionals who are ready to take on

enterprise-wide IT deployment and integration assignments from the day one, without

the need for any further training by their prospective employers. Eswar also added that

HCL is offering a three-months full-time and one-year part-time course, titled HCL

Certified Network Engineer (HCNE). The course involves 7 modules, 21 projects and 70

online tests as part of the academic curriculum. Meanwhile, the company has plans for

introducing short-term modular courses to enhance skills of working professionals, who

aspire for faster growth in their respective careers.

At present, there are 25-odd HCL CDCs in the country out of which the company

operates seven centres, namely in Agra, Noida, Pune, Coimbatore, Meerut, Delhi and

Kolkata. HCL recently launched its first centre in the eastern region in Kolkata. Kumar

said, We have targets to churn out some 50,000 industry-ready IT professionals in the

next 3 to 4 years.

Elaborating on its expansion plans, Kumar said, About 90 percent of the centers will be

set up on the partnership (franchisee) model and the balance will be owned and operated

by the Company. We are also exploring the possibilities to set up centers in the overseas

market especially in Africa, Middle-East and the SAARC nations. We will leverage our

three-decades of expertise in the ICT arena in these nations.


10/94

He however declined to divulge investment details or the kind of revenues HCL is

looking from the IT education business at this stage. For setting up an HCL CDC facility

investments to the tune of Rs. 15-20 lakhs are required depending upon the location and

size of the centre.

Commenting on the plans, STM Eswar, Head, HCL Career Development Centre said,

HCL CDC courses have been designed keeping in mind the specific needs of modern

day organizations. Our mission is to transform the students into industry-ready IT

professionals who are ready to take on enterprise-wide IT deployment and integration

assignments from day one.

The company in the first phase will focus on expanding the network of its training

centers. HCL CDC is offering specially designed courses in high-end software,

hardware, network integration and mobile technologies. HCL Infosystems has a long

standing relationship with Nokia.

Quoting a CISCO-IDC study, Eswar said it is estimated that one-third of companies are

not able to fill their demand for networking professionals. It has been estimated that of

the annual demand of around 2 lakh-networking professionals in the country, only 60%

of the demand is presently met. The deficit is further estimated to grow at a CAGR of 21

percent till 2010.

Eswar said, A major chunk of the students will be absorbed by HCL itself and the

balance will be provided placement opportunity. He added that the content for the


11/94

courses has been developed by HCL and the instructors for all the centres will be

appointed by HCL directly.

I have made an effort to find talented students for HCL CDC courses

and have done survey in school and colleges to find out which course

is in demand and and I have design the business model by doing

research for their course content on courses like Wi-fi technology and

notebook technology.

In the process, the aspects which have been looked into are:-

1. History of HCL

2. Industry profile of hcl c.d.c

3. Research problem

4. Research methodology

5. Analysis of facts

6. Conclusions drawn


12/94

CHAPTER 2.0

RESEARCH METHODOLOGY

A Research Methodology defines the purpose of the research, how it proceeds, how to

measure progress and what constitute success with respect to the objectives determined

for carrying out the research study.

2.1 Objective(s)

The objective of my study is to understand and critically analyses the various aspects

related to the strategy of HCL Infosystems c.d.c and to make further suggestion for its

betterment so that they can get more and more data of the students.


13/94

Primary objectivePrimary objective:: To tap potential individuals having ambition and determination to

create a difference in the growth of IT sector.

Secondary objectiveSecondary objective : With so many IT training establishment springing up how

association with HCL will be better in providing knowledge and tools that make career.

2.2 Research Design

The research design is a conceptual structure with in which research is conducted . it

constitutes the blueprint for the collection ,measurement analysis of data .as it includes

an outline of what researcher would do while conducting and implicating the research

and analysis of data.

The appropriate research design formulated is detailed below.

Exploratory research: this kind of research has the primary objective of

development of insights into the problem. It studies the main area where the

problem lies and also tries to evaluate some appropriate courses of action.


14/94

The research methodology for the present study has been adopted to reflect

these realties and help reach the logical conclusion in an objective and

scientific manner.

The present study contemplated an exploratory research.

As our researches in descriptive research which is concerned with describing the

characteristics of a particular individual , or of a group. The research design that we will

make will be having the following characteristics.

We have made a preplanned design for analysis of data collected from various

Institutes such as DU colleges and engineering colleges.

The sampling which we made was basically random sampling as student were

inquired at random and there were no deliberation in picking up of the sample

and there was a equal chance of inclusion or exclusion.

2.3 Nature of the Data :


15/94

Secondary data that is already available and published .it could be internal and

external source of data.

Internal source: which originates from the specific field or area where

research is carried out e.g. publish broachers, official reports etc.

External source: This originates outside the field of study like books,

periodicals, journals, newspapers and the Internet.

Primary data that is collected from the people directly for eg: surveys and

distribution of leaflets etc. we have done surveys in delhi and ncr regions like

noida ,Ghaziabad faridabad ,nithari,chelara etc

2.4 Scope of the Study:

The scope of my study begins with the study of history of HCL Infosystems and it

further extends to various issues related to business development strategy of the

company.


16/94

CHAPTER 3.0

CRITICAL REVIEW OF LITERATURE

HCL has the advantage of leveraging its three decade legacy of industry

expertise, its diverse reservoir of technical insights and its in-house skilled

resource pool of talent. HCL groom young minds with path breaking

knowledge-ware in IT and thereby help them gain a firm foothold in their

chosen sphere and have a flourishing and promising career as the next

generation of information pioneers.

At HCL CDC education is just not a thing from books but from the real

experience of HCL Professionals as the faculties have the opportunity to

work on live projects. It is a complete personality development program


17/94

where students get the chance to interact with leading IT professionals.

Above all our course curriculum is developed and designed by the top HCL

professional who knows industries demand.Thats why we call it Career

Development Program with future ready professionals.

HCL career program equips you to meet emerging industry challenges with

finesse and ease. Opportunities to grow with HCL are limitless, catapulting

you to high level controlling positions in mega corporate.

With top HCL professionals as your trainer, customized career programs,

hands on experience, state of art infrastructure and world class training

program your career graph is bound to follow a steep rise


18/94

CHAPTER 4

COMPANY PROFILE

4.0 INDUSTRY PROFILE

4.1 SWOT ANALYSIS

COMPANY PROFILE

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

multiple market segments, across a range of technologies in India. We have been in the


19/94

forefront in introducing new technologies and solutions. The highlights of the HCL saga

are summarized below:

YEA R H I G H L I G H T S

1976

- Foundation of the Company laid

- Introduces microcomputer-based programmable calculators with wide

acceptance in the scientific / education community

1977

- Launch of the first microcomputer-based commercial computer with a ROM

-based Basic interpreter

- Unavailability of programming skills with customers results in HCL

developing bespoke applications for their customers

1978

- Initiation of application development in diverse segments such as textiles,

sugar, paper, cement , transport

1980

- Formation of Far East Computers Ltd., a pioneer in the Singapore IT market,

for SI (System Integration) solutions

1981

- Software Export Division formed at Chennai to support the bespoke

application development needs of Singapore

1983 - 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


20/94

applications for the first time, to increase ease of operations. The response to

the advertisement was phenomenal.

- HCL develops special program generators to speed up the development of

applications

1985

- Bank trade unions allow computerization in banks . However , a computer

can only run one application such as Savings Bank, Current account , Loans

etc.

- HCL sets up core team to develop the required software - ALPM ( Advanced

Ledger Posting Machines ) . The team uses reusable code to reduce

development efforts and produce more reliable code . ALPM becomes the

largest selling software product in Indian banks

- HCL designs and launches Unix- based computers and IBM PC clones

- HCL promotes 3rd party PC applications nationally

1986

- Zonal offices of banks and general insurance companies adopt

computerization

- Purchase specifications demand the availability of RDBMS products on the


21/94

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

1991

- 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 )

- 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

1994

- HCL acquires and executes the first offshore project from IBM Thailand

- HCL sets up core group to define software development methodologies

1995 - Starts execution of Information System Planning projects

- Execution projects for Germany and Australia


22/94

- Begins Help desk services

1996

- Sets up the STP ( Software Technology Park ) at Chennai to execute

software projects for international customers

- Becomes national integration partner for SAP

1997

- 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

1999

- Acquires and sets up fully owned subsidiaries in USA and UK

- Sets up fully owned subsidiary in Australia

- HCL ties up with Broad vision as an integration partner

2000

- 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

- Becomes the 1st IT Company to be recommended for latest version of ISO


23/94

9001 : 2000

- Bags MAIT's Award for Business Excellence

- Rated as No. 1 IT Group in India

2001

-Launched Pentium IV PCs at below Rs 40,000

-IDC rated HCL Infosystems as No. 1 Desktop PC Company of 2001

2002

-Declared as Top PC Vendor by Dataquest

-HCL Infosystems & Sun Microsystems enters into a Enterprise Distribution

Agreement

- Realigns businesses, increasing focus on domestic IT, Communications &

Imaging products, solutions & related services

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

- Enters into partnership with AMD


24/94

- 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


25/94

- 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

2005

- Launch of HCL PC for India, a fully functional PC priced at Rs.9,990/-

- Rated as the No.1 Desktop PC company by IDC India -Dataquest

- 'Best Employer 2005' with five star ratings by IDC India -Dataquest.

- 'The Most Customer Responsive Company 2005'

-IT Hardware Category by The Economic Times -Avaya Global Connect.


26/94

-Top 50 fastest growing Technology Companies in India' & 'Top 500 fastest

Growing Technology Companies in Asia Pacific' by 'Deloitte & Touche'. by

'Deloitte & Touche'

-'7th IETE -Corporate Award 2005' for performance excellence in the field of

Computers & Telecommunication Systems by IETE.

-'Best Bhoomi Brand 2005' by 360 magazine

-in the PC category

-in the LCD Monitor category.

-India 's 'No.1 vendor' for sales of A3 size Toshiba Multi Functional Devices

for the year '04 -'05 by IDC.

-Toshiba'Super Award 2005 towards business excellence in distribution of

Toshiba Multifunctional products,

-Strategic Partners in Excellence' Award by Infocus Corporation for

projectors.


27/94

-'Most valued Business Partner' Award for projectors by Infocus Corporation

in 2005

2006 - 75, 000+ machines produced in a single month

- HCL Infosystems in partnership with Toshiba expands its retail presence in

India by unveiling 'shopToshiba'

- HCL Infosystems & Nokia announce a long term distribution strategy

- HCL the leader in Desktops PCs unveils India's first segment specific range

of notebooks brand - 'HCL Laptops'

- IDBI selects HCL as SI partner for 100 branches ICT infrastructure rollout

- HCL Infosystems showcases Computer Solutions for the Rural Markets in

India

- HCL Support wins the DQ Channels-2006 GOLD Award for Best After

Sales Service on a nationwide customer satisfaction survey conducted by IDC

- HCL Infosystems First in India to Launch the New Generation of High


28/94

Performance Server Platforms Powered by Intel Dual - Core Xeon 5000

Processor

- HCL Forms a Strategic Partnership with APPLE to provide Sales & Service

Support for iPods in India

HCL CDC

As the fountainhead of the most significant pursuit of human mind (IT), HCL strongly

believes, "Only a Leader can transform you into a Leader". HCL CDC is a

formalization of this experience and credo which has been perfected over three

decades.

It is an initiative that enables aspiring individuals to benefit from HCLs longstanding

expertise in the space and become Industry ready IT professionals.


29/94

To join the pampered tribe of IT wiz kids, the career development centre or CDC offers

a number of industry relevant courses.

MCSE

CCNA

RHCE

HCSE

Vision Statement

"To creates industry ready professionals.

Mission Statement

"To provide world-class information technology solutions and services in order to enable

our customers to serve their customers better"


30/94

The HCL edge

Learn industry nitty-gritty from Top HCL professionals

Customized and industry specific career programs

Hands on experience

After HCL CDC certification, leave behind your placement worries!

Core Values

Nothing transforms life like education

We shall honor all commitments

We shall be committed to Quality, Innovation and Growth in every

endeavor

We shall be responsible corporate citizens

Quality Policy


31/94

"We deliver defect-free products, services and solutions to meet the requirements of our

external and internal customers, the first time, every time."

Our Management Objectives

To fuel initiative and foster activity by allowing individuals, freedom of action and

innovation in attaining defined objectives.

Our People Objectives

To help people in HCL Infosystems Ltd., Share Companys success, which they make

possible; to provide job security based on their performance; to recognize their

individual achievements; and help them gain a sense of satisfaction and accomplishment

from their work.


32/94

Our Alliances and Partnerships

To provide world-class solutions and services to all our customers, we have formed

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 us access to best technology & products as well as

enhancing our understanding of the latest in technology. On the other hand they enhance

our product portfolio, and enable us to be one stop shop for our customers.

Key Business Associates

To provide world-class solutions and services to all our customers, we have formed

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


33/94

and Novell.

These alliances on one hand give us access to best technology & products as well as

enhancing our understanding of the latest in technology. On the other hand they enhance

our product portfolio, and enable us to be one stop shop for our customers.

MANAGEMENT TEAM

Ajay Choudhary

Co-Founder HCL, Chairman and CEO - HCL Infosystems An engineer by

training, Ajay Choudhary is one of the six co-founder members of HCL,

India 's premier IT conglomerate.

J V Ramamurthy

Chief Operating Officer HCL Infosystems Ltd J V Ramamurthy has an

engineering degree in Electronics & Communications, from Guindy

Engineering College , and a Masters' degree in Applied Electronics from the

Madras Institute of Technology, both in Chennai.


34/94

Rajendra Kumar

Executive Vice President - Frontline Division HCL Infosystems Ltd. Mr.

Rajendra Kumar has been with HCL for over 30 years and has seen HCL

grow from a start up company to a gigantic conglomerate that it is today.

George Paul

Executive Vice President Marketing, HCL Infosystems. George is a B.Tech

in Electronics and Telecommunications from REC, Suratkul. He joined

HCL in 1983 as a Customer Engineer. In his long stint at HCL, George has

handled a diverse portfolio of responsibilities that has given him a very well

balanced perspective and exposure to IT in business and business of IT.

STM Eswar

Head HCL Career Development Centre. Mr. STM Eswar, a BSc.

(Electronics) Graduate, joined HCL in 1986.Handling complete South,

heading National Channel Management along with HCL Career

Development Centre project are some of his major assignments.


35/94

Virtual tour

HCL is a leading global technology and IT enterprise with annual revenues ofUS $ 3.9

billion. The HCL enterprise comprises of two companies listed in India, HCL

Technologies Ltd. and HCL Infosystems Ltd. It is more than just Indias largest selling

PC brand. HCL is a world leader in aerospace, life sciences, the banking sector and

BPO. There are many diverse and creative things that are happening at HCL. Given the

growing opportunities in the field, education and training is a natural extension .

Abreast with every change in technology, HCL has set up world class Career

Development Centres. Once you join HCL CDC, you are assured of placement through

its dedicated placement cell with HCL and other blue chip companies.

SWOT ANALYSIS

STRENGTHS:

HCL INFOSYSTEMS draws it's strength from 29 years of experience in

handling the ever changing it scenario

HCL has a very strong customer relationships to bank on.


36/94

HCL Infosystems has the ability to provide the cutting edge technology at best-

value-for-money

HCL Infosystems do have an excellent service & support infrastructure.

WEAKNESS:

The company needs to evolve a comprehensive plan & make strategy to inroads

into a part of middle class & upper middle class.

Lack of production centers in India makes the product costlier as most of the

parts have to be imported.

Lack of R & D centers also makes it difficult to launch new products over here.

OPPORTUNITIES:

The present rate of growth of the Information and technology Industry & a large

potential available in these areas provides excellent opportunity for the company

to widen its market.


37/94

With the fast growing economy the pricing strategy needs to be tackled with care

as it can decide upon long term decisions of the company.

Globalization is yet another opportunity, if followed effectively & promptly.

THREATS:

It is natural that threats from the existing as well as new entrants will affect the present

turnover & Market share. The nearest competitors having the identical product range are

the greatest threat to the company.


38/94

C O R P O R A T E O F F I C E OF HCL

HCL Infosystems Ltd.

E-4,5 & 6, Sector 11,

NOIDA 201 301, UP

India

Tel: 2526518/19, 2520977

Fax: 2550923

Prefix from Delhi: 95120

STD Code: 0120, ISD Code: +91-120

Email:[email protected]
mailto:[email protected]:[email protected]


39/94

HCL - SALES OFFICES

Location STD

Code

Tel Fax

Ahmedabad

Bangalore

Baroda

Bhopal

Bhubeneshwar

Chandigarh

Chennai

Cochin

Coimbatore

Guwahati

Hyderabad

Indore

Jaipur

Kanpur

Kolkata

Kozhikode

079

080

0265

0755

0674

0172

044

0484

0422

0361

040

0731

0141

0512

033

0495

26577800, 26579759,

26579709

25584138, 25584575,

25584012

2333490, 2341416

2469197, 2469198,

2469203

2535343, 2535353

2709781, 2708088,

2708072

28295527, 28295529,

28291243,

28295719

2340618, 2340612,

2340619,

2383222

2216318,2213619-21

2667974 , 2668165

27765200 - 204

26576467

25584061

2342812

2469202

2535343

2704961

28291765, 28290911

2353386

2218348

2667974

27765263, 27765175

2707047

2546871 (PP)

22401945, 22807368


40/94

Lucknow

Madurai

Mumbai

Nagpur

Noida

Patna

Pune

Raipur

Ranchi

Thiruvananthapuram

Trichy

Vijaywada

Vishakapatnam

0522

0452

022

0712

0120

0612

020

0771

0651

0471

0431

0866

0891

2431650, 9826321975

2707047, 5112999

2534714, 2557332

22476120, 22471787,

22401938,

22471564, 22479892

2725403 , 2725432

2325238, 2328158,

2325214

2586070, 2586311

22620169/71, 22626984,

24947690,

24923165,

28571462/1069/0435

2232408, 2233407,

2239586

2522700 , 2549871-75

2270050, 2270051,

2278019

26123406, 26130843 ,

26130849

5089964, 5037163

2325205

22622090, 22625674,

28571458/3195/6407

2233407

2522354, 2522324

26121357

5089959

2242218

2729844

2522488


41/94

2242216/17/18

2729844, 2727458

2463011, 2464629

5512304, 5512307

2522488, 2522499


42/94

STRATEGIC COMPANY ALLIANCES & PARTNERSHIPS OF HCL

(A RESULT OF SMART MARKETING POLICY)

1) To provide world-class solutions and services to all our

customers, we have formed Alliances and Partnerships with

leading IT companies worldwide.

2) 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.

3) These alliances on one hand give us access to best technology & products as well

enhancing our understanding of the latest in technology. On the other hand they

enhance our product portfolio, and enable us to be one stop shop for our customers.


43/94

Recent Alliances:

HCL & Nokia decide on longer term strategy to further penetrate Indian market

Gist of Q&A with callers/ investors/ shareholders on the announcement relating to the

long term Agreement with Nokia.Toshiba in partnership with HCL Infosystems expands

its retail presence in India by unveiling 'shopToshiba' HCL forms a strategic alliance

with Bull to aunch a new range of Scalable Enterprise Class Servers on Open

Architecture. AMD & IT Ministry unveil affordable computer to promote 50x15 vision

in India.

HCL ADVANTAGES AND EDGE OVER ITS COMPETITORS

HCL Infosystems ( HCLI) draws it's strength from 29 years

of experience in handling the ever changing IT scenario ,

strong customer relationships , ability to provide the cutting

edge technology at best-value-for-money and on top of it , an excellent service &

support infrastructure. Today HCL is country's premier information enabling

company . It offers one-stop-shop convenience to its diverse customers having an

HCL Infosystems ( HCLI) draws it's strength from 29 years of experience in

handling the ever changing IT scenario , strong customer relationships , ability to

provide the cutting edge technology at best-value-for-money and on top of it , an

excellent service & support infrastructure.
http://www.hclinfosystems.com/excl-news.htmhttp://www.hclinfosystems.com/excl-news2.htmhttp://www.hclinfosystems.com/excl-news2.htmhttp://www.hclinfosystems.com/news44.htmhttp://www.hclinfosystems.com/news44.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news37.htmhttp://www.hclinfosystems.com/news37.htmhttp://www.hclinfosystems.com/excl-news.htmhttp://www.hclinfosystems.com/excl-news2.htmhttp://www.hclinfosystems.com/excl-news2.htmhttp://www.hclinfosystems.com/news44.htmhttp://www.hclinfosystems.com/news44.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news38.htmhttp://www.hclinfosystems.com/news37.htmhttp://www.hclinfosystems.com/news37.htm


44/94

Today HCL is country's premier information enabling company . 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 &

support capability to service the needs of the customer. Last 29 years apart from

knowledge & experience have also given us continuity in relationship with the

customers, thereby increasing the customer confidence in us.

OUR STRENGTHS CAN BE SUMMARIZED AS:

- Ability to understand customer's business and offer right technology

- Long standing relationship with customers

- Pan India support & service infrastructure

- Best-vale-for-money offerings

Technology Leadership

HCL Infosystems is known to be the harbinger of technology in the country.

Right from our inception we have attempted to pioneer the technology

introductions in the country either through our R&D or through partnerships with

the world technology leaders.


45/94

Using our own R&D we have

- Created our own UNIX & RDBMS capability (in 80s)

- developed firewalls for enterprise & personal system security

- launched our own range of enterprise storage products

- launched our own range of networking products

We strive to understand the technology from the view of supporting it post

installation as well. This is one of the key ingredients that go into our strategic

advantage.

HCL Infosystems has to its 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


46/94

5. DATA

5.1 COLLECTION

5.2 PRIMARY DATA

5.3 SECONDARY DATA


47/94

5.1 Collection

5.25.2 PRIMARY DATAPRIMARY DATA: Primary data is collected by telecalling , e-mails, personals and: Primary data is collected by telecalling , e-mails, personals and

by preparing questionnaire for the survey which is closed ended.by preparing questionnaire for the survey which is closed ended.

5.35.3 SECONDARY DATASECONDARY DATA: Secondary data is collected from various books , journals: Secondary data is collected from various books , journals

and through online information about engineering colleges and coaching institutes .and through online information about engineering colleges and coaching institutes .


48/94

MAJOR PLAYER IN THE MARKET

Accord Communications Ltd.

BPL Telecom Private Ltd.

Matrix Telecom Private Ltd.

HCL Infosystems Ltd.

Coral Telecom Ltd.

Bharti Teletech Ltd.

Intellicon Private Ltd.

Accord Communications Ltd.

Incepted in the year 1990, at Accord our mission is to reach business excellence through value-

based communication services and uncompromising quality. Involved in the core business of

Manufacturing, Marketing / Exports & Servicing of PABX / KTS Systems, we are recognized

experts in 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 Customer Satisfaction followed with Repeat Sales & Transparent


49/94

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

focus towards hardware and software solutions for highly competitive global markets.

Specific offerings span the areas of Consumer Telecom Products, Enterprise

Communication Products, Power Line Communication Equipments and Products for the

Enterprise & Utility

BPL 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.

Matrix Telecom Private Ltd


50/94

Matrix is competitor of HCL Infosystem ltd in telecom market. As an innovative,

technology driven and customer focused organization, the company is committed to

keeping pace with revolutions 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, GSM Gateways, VoIP Products, Voice Messaging Products, Intercom Security

Products and PLCC EPAXs. 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 has gained the trust and admiration of users representing the

entire spectrum of industries. No wonder, 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 its customers with extensive scalability for investment.

The company exports its products to 14 countries across the globe with a strong presence

in UAE, South Africa and East Africa. Its products are approved by the telecom

regulatory authorities of South Africa, Sri Lanka, Kenya, Tanzania, UAE and other.

Bharti Teletech Ltd


51/94

Established in 1985, Bharti Teletech is a subsidiary of Indias leading business

conglomerate, Bharti Enterprises. The Company is currently engaged into distribution &

marketing of wide range of products that include Smart Phones, high quality cordless

phones, modems, audio / video conferencing products, Free To Air Set Top Boxes,

Fixed Cellular Phones & Fixed Wireless Terminals. The alliances are with Blackberry,

Apple, ASUS, Polycom, Transcend, Logitech, Huawei, Samsung, Aastra, Panasonic and

Sanyo. Apart from this, Bharti Teletech is also engaged into manufacture of high quality

landline telephones at its manufacturing operations 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 well as 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

EPABX Systems. 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.


52/94

The product was customized to suit various niche markets such as Police, Defense and

Electricity Boards, Networking Projects, Railways, Group EPABX Systems for DOT

Franchisees 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 is the king. His tastes and preferences have undergone a big change. When a new

product enters the 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 be done like free offers, introduction of products in the market. In

old days, people generally have 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 was through radios or newspapers. Now, more modern

means like television and computer have come 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 promote a 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 will the best medium to advertise

for a company.


53/94

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 large number of companies manufacturing the product. So it is the consumer

who decides the final choice 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 become a 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

the consumers. 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 more effective it would be. The type of classifieds has also changed.

More and more techniques are now coming in add world. The more use of colors and

graphics have made ad world more effective. Digital techniques have given classifieds a

new spice. Multimedia is the new in thing. Here is something for the people who wish to

advertise. This website can provide you with a solution to your problems. We provide

you various offers so that you can advertise 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.


54/94

MARKETING STRATEGI

Mr. Paul added, "As part of our strategy to sustain the number one slot, we plan to

introduce new products that have been designed bearing the customer needs in mind. We

hold numerous user meets across the country every year to get customer feedback and

these new launches 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

indigenous enterprise solutions; understanding of the networking technology; its design

capabilities in product engineering; integrating diverse hardware components and its

access to specialised technology for turnkey projects through partnerships with various

world class players. With a definite and distinct focus on enterprise solutions and


55/94

personal computers, HCL Infosystems (HCL Insys) has direct customer service centres

at 143 locations, 6 software export factories and 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 Internet subsidiary called HCL Infinet Limited that will provide value added

Internet services in the B2B and B2C areas. With a mission statement to provide world-

class information technology solutions and services to enable its customers to serve their

customers better, HCL Insys is setting new standards of information technology in India


56/94

ANALYTICAL COMPARISON

OF

DATA COLLECTION

589

No of days

No ofDatacollected


57/94

6.0 FINDING AND ANALYSIS

ESTIMATED DEMAND FOR THEESTIMATED DEMAND FOR THE

SOFTWARE PROFESSIONALS IN INDIA:-SOFTWARE PROFESSIONALS IN INDIA:-


58/94

HCLS INITIATIVE IN THE FIELD OF EDUCATION

HCL's Educational Services

In HCLs tryst to enable quality training to ouryoungcountry, we have started

customized training and education services to produce

employable manpower. Customized to the industry

requirements our educational services are focused

towards technologies related to IT Infrastructure and IT Sales.

The two offerings of HCL Education are as follows:


59/94

HCLs Job Oriented Training Program in IT Infrastructure

Technologies

The Program focuses on providing hi-tech Training as per the curriculum to

the selected candidates in the stream of Computer Networks, Network

Operating System, Security and other IT Infrastructure Services. The

intention is to produce candidates who will have capabilities to be

productive in such areas of IT services where such

training is successfully completed

HCLs Sales & Marketing Training Program

The program focuses on preparing a new breed of technocrats who would be

smart business developers also having a right blend of technical know-how. The

year long training would be mentored by the vastly experience HCL employees.

Candidates could also be nominated for a Executive Management Program from

an Management Institute of good repute


60/94

COST BENEFIT ANALYSIS:--COST BENEFIT ANALYSIS:--

A cost benefit analysis finds, quantifies, and adds all the positive factors. These are the

benefits. Then it identifies, quantifies, and subtracts all the negatives, the costs. The

difference between the two indicates whether the planned action is advisable. The real

trick to doing a cost benefit analysis well is making sure you include all the costs and all

the benefits and properly quantify them.

Should we hire an additional sales person or assign overtime? Is it a good idea to

purchase the new stamping machine? Will we be better off putting our free cash flow

into securities rather than investing in additional capital equipment? Each of these

questions can be answered by doing a proper cost benefit analysis.

WE HAVE NOT INCLUDED THE FIXED COSTWE HAVE NOT INCLUDED THE FIXED COST..

DESCRIPTION

CO

DATA PERIOD COST

IMRB 5000 15 DAYS 1,00,000

HCL 5000 15 DAYS 20,000


61/94

7.0 RECOMMENDATIONS7.0 RECOMMENDATIONS

In the world of high and cutting edge technology that we live on today , the students do

not have the capabilities on leading edge technology which is so very critical to build the

ICT infrastructure in the country. While a lot of emphasis is laid on availability of

software engineering it is estimated that the Indian ICT market is over 84,000 crores

today out of which 60-70% is hardware and infrastructure software.

A study by Cisco-IDC estimates that one-third of companies are not able to fill their

demand for networking professionals. Also according to an estimate by E- value, there is

an estimated annual demand of around 2 lakh networking professionals in the country

while the supply is limited to about 60% only. The deficit is further estimated to grow at

a CAGR of 21% till 2010.

With an objective to meet the increasing demand for skilled professionals from

organizations across the country, HCL is expanding its new initiative to create Industry

ready ICT professionals through the Career Development Centres.


62/94

The company unleashed the 1st Career Development Centre in West Bengal, at Kolkatta

on the 29th of March 07 . The centre was inaugurated by the State IT Minister Dr.

Debesh Das. The Center would offer specially designed courses in hardware,

middleware and networking to the young students in West Bengal. HCL to open 10

CDCs in West Bengal in the next 15 months.

HCL plans to open 10 CDCS in West Bengal in upcoming year.

HCL plans to open 100 CDCS nationwide in next 15 months and looking

forward to join hands with business partners to carry forward this initiative.

HCL is looking forward for collaboration with MS, Oracle to provide value

added courses.


63/94

INDIAN IT SECTOR: GROWTHINDIAN IT SECTOR: GROWTH

OFOF

KNOWLEDGE PROFESSIONALS:--KNOWLEDGE PROFESSIONALS:--

Professionals EmployedSource Nasscom


64/94

DEMAND - SUPPLY GAP IN THE IT LABOUR MARKET IN INDIADEMAND - SUPPLY GAP IN THE IT LABOUR MARKET IN INDIA

Despite the availability of training manpower, a demand supply gap still exists in the IT

manpower market. In order to stay in the global competition, Indias IT software and

services sector will have to educate at least 3.7 million additional knowledge workers over

the next 8 years. Though the quantity of workers is important, it is the quality of this

knowledge base that will ultimately play a crucial role in deciding the fate of the IT industry

in India. Even at the supply level of predicted 885,000 professionals in 2008, this shortfall

has been assessed, because of the envisaged growth in outsourcing and domestic demand.


65/94

FACTORS CONTRIBUTED TO THE LABOURFACTORS CONTRIBUTED TO THE LABOUR

DEMAND IN THE IT SECTORDEMAND IN THE IT SECTOR

HCL CDC SHOULD ALSO CONSIDER THESE POINTS :HCL CDC SHOULD ALSO CONSIDER THESE POINTS :

1. Expansion and Proliferation of Multinational IT companies in India have

accelerated the labor demand in the IT sector.

2. Corporate giants in U.S., Europe and Japan are increasingly looking towards India

for cost effective and high quality software solutions.

3. A world bank study reported that India is considered as number one destination for

outsourcing. For example, international banks such as the Citibank, Barclays

Bank, Hong Kong and Shanghai Bank have outsourced their ATM operations to

Indian companies.


66/94

4. Even British Airways, Singapore Airlines, American Airlines, Swiss Air etc.

outsource their operations to Indian companies.

5. A list of software multinationals operating from India reads like a who's who of

global software giants-IBM, Microsoft, Novell, Computer Associates, Oracle,

AT&T, Fujitsu, Motorola, EDS, Computer vision, Digital, Hewlett Packard..


67/94

7.0 BIBLIOGRAPHY

Financial press release of HCL Infosystems

Executive journal of ICFAI University press

Electronics for you

Business and economy

Business today


68/94

REFERENCES

WEB SITES

http://www.hclcdc.in

http://www.hcltech.com

http://www.texas400.com

http://publib.boulder.ibm.com
http://www.hcltech.com/http://www.texas400.com/http://publib.boulder.ibm.com/http://www.hcltech.com/http://www.texas400.com/http://publib.boulder.ibm.com/


69/94

GENERAL

MANAGER

B.D.M B.D.M

A.B.D.M

MKTG

EXEC.

A.B.D.M

MKTG

EXEC.

NATIONALHEAD

VICEPRESIDENT

RETAILINST.ALLIANCE

8.0 ANNEXURE8.0 ANNEXURE

HCLS CDC BUSINESS MODEL:--HCLS CDC BUSINESS MODEL:--


70/94


71/94


72/94


73/94


74/94


75/94


76/94


77/94

HCLS BUSINESS MODELHCLS BUSINESS MODEL

Source: hclinfosystem.com

KEY ALLIANCESKEY ALLIANCES


78/94


79/94

RECOGNIZING THE ACHIVEMENTS OF HCL

CASE- STUDY


80/94

CASE- STUDY - 1

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 multiple market segments, across a range of

technologies in India. We have been in the forefront in introducing new

technologies. HCL Infosystems is India's premier information enabling company.

Leveraging its 28 years of expertise in total technology solutions, HCL

Infosystems offers value-added services in key areas such as system integration,

networking consultancy and a wide range of support services.

HCL Infosystems is among the leading players in all the segments comprising

the domestic IT products, solutions and related services, which includes PCs,

servers, networking products, imaging & communication products.

Continuously meeting the ever increasing customer expectations and

applications, its focus on integrated enterprise solutions has strengthened the

HCL Infosystems' capabilities in supporting installation types ranging from

single to large, multi-location, multi-vendor & multi-platform spread across

India. HCL Infosystems, today has a direct support force of over 2000+

members, is operational at 300+ locations across the country and is the largest


81/94

such human resource of its kind in the IT business. A majority of the team

members have been specially trained in a variety of supporting solutions, the

company's key focus area.

HCL Infosystem manufacturing facilities are ISO 9001 - 2000 & ISO 14001

certified and adhere to stringent quality standards and global processes. With the

largest installed PC base in the country, four indigenously developed and

manufactured PC brands - 'Infiniti', 'Busybee' 'Beanstalk' and 'Ezeebee' - and its

robust manufacturing facilities; HCL Infosystems aims to further leverage its

dominance in the PC market. It has been consistently rated as Top player in PC

industry by IDC .The 'Infiniti' line of business computing products is

incorporated with leading edge products from world leaders such as Intel. A fully

integrated and business-ready family of servers and workstations, the 'Infiniti

Global Line' is targeted at medium and large companies to help them to manage

their enterprise-related applications. It has considerable dominance in verticals

like Finance, 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

PCs in the home and the small office/home office (SOHO) segments, through

Beanstalk, Ezeebee & Busybee PCs and Toshiba Laptops.


82/94

HCL Infosystems has two focused business units. While HCL Infosystems

concentrates on the IT products, solutions and related services business, HCL

InfiNet focuses on the rapidly growing communication and imaging products,

solutions and services industry.

HCL InfiNet, with a presence in more that 35 cities, has the ability to service

around 250 cities in its catchment area. It provides corporate networking services

like Virtual Private Network, Broadband Internet Access, Hosting & Co-location

services, designing & deploying Disaster Recovery Solutions & Business

Continuity solution, Application Services, Managed Security Services & NOC

Services over its state-of-the-art IP network to over 200 corporates. With the

Office Automation (OA) Division being part of it, HCL InfiNet now has an

exclusive sales and support partnership with Toshiba Corporation, Japan, for its

photocopier products. The product portfolio covers a range of other office

automation and communication products through alliances with world leaders -

including Duprinters from Duplo, data projectors from InFocus,

Telecommunication solutions from Samsung and Ericsson and mobile

communication products from Nokia. HCL Infinet Ltd. has a strong and

dedicated retail network of Nokia Professional Centres, Nokia Priority Dealers

and Re-distribution Stockist across the country.

HCL has closely seen the IT industry rise from scratch, and has actively

participated in its progress. During the twenty-eight year journey, it has picked


83/94

up valuable lessons in serving the IT needs of the Indian customer and gathered

domain expertise to successfully service various businesses. As a leading

information enabler, HCL Infosystems has long standing relationships with

world technology leaders such as SUN for enterprise computing solutions, Intel

and AMD for PCs & PC Servers; Microsoft, Novell and SCO for operating

systems and software solutions; Toshiba Corp. for business automation

equipment; SAP AG for specialist ERP solutions; and Oracle, Sybase and

Informix for RDBMS platform, EMC, Veritas for storage solutions. The aim is to

straddle the entire landscape of information enabling technology far more

comprehensively, effectively and competitively. Indeed, a vision to create

enterprises of tomorrow.

The ChallengeeLoyalty's client, a fast-growing local exchange carrier (LEC) provides

telecommunications services to suburban and rural customers in more than 20 states

scattered throughout the United States. The company maintains more than 2.4 million

local access lines, making it one of the 10 largest local exchange carriers in the United

States. The company's residential offerings include local phone, long-distance, dial-up

Internet access, DSL Internet access, as well as various calling features such as

voicemail and caller ID.

The company's marketing efforts were historically driven by product line, with each

running campaigns independent of one another. With every product line driven to


84/94

aggressive acquisition targets, concurrent marketing campaigns were developed and

some customers were contacted up to six different times in a given month. Knowing that

campaigns were managed independently, the company suspected that their marketing

might not be as effective as possible and that, in aggregate, they might have a negative

impact on the customer's experience.

As senior management placed pressure on controlling operational costs, the marketing

organization was faced with the further challenge of shrinking marketing budgets.

Further, the launch of the federal Do Not Call list put at risk the effectiveness of the

company's telemarketing contact channel, which was responsible for nearly 30% of their

overall product sales.

Given these challenges, the marketing organization had a question they needed

answered: Was it possible to decrease the amount of marketing touches and decrease

costs, while improving the customer's experience and continuing to meet growth targets?

The Plan

The company decided to seek outside help to evaluate and redesign their marketing

approach. Recognizing eLoyalty's expertise in optimizing customers' experiences, the

company chose eLoyalty as a partner to help them develop a customer contact strategy.


85/94

In order to meet the client's needs, the resulting strategy would need to balance the

customer experience with the goals of marketing, enabling greater campaign efficiency

and minimizing the risks of over-marketing to key customer segments.

The Execution

eLoyalty conducted a rigorous assessment of the current marketing processes and of two

quarters of campaign data. The analyzed data included:

Customer response and conversion rates

Creative content and product offers

Campaign financial data

Customer surveys

From this information, a complete view of the customer experience could be constructed

to expose relevant patterns of customer response and identify possible areas for

improvement.

This analysis allowed eLoyalty to segregate key attributes of both responding and non-


86/94

responding customers in order to build a model for behavioral segmentation of targeted

customers. The resulting multi-dimensional segmentation model blended aspects of

customer lifecycle, product purchase pattern, and message preference.

This model was then applied to the company's existing customer database to allow

specific improvements in the marketing process that would leverage only existing

information retained about the customer. In this way, eLoyalty's recommendations could

be rapidly integrated into current business practices.

Once a future segmentation and contact strategy was developed, eLoyalty used the

collected historical campaign performance data to test the probable effectiveness of the

recommendations. A simulation model was used to predict response and conversion

rates using the new contact strategy. Multiple iterations of this model were run to make

modifications to contact frequency and touch point in order to optimize the desired

outcome.

The Results


87/94

Applying the optimized contact strategy, the customer is expected to experience the

following impact to their campaign productivity:

A reduction in total customer touches of 17%

A reduction in telemarketing touches of 63%

A decrease in marketing costs of 23%

An increase in new customer gross additions attributable to marketing of 9%

An increase in the customer experience due to decreased touches and utilization of less intrusive

channels eLoyalty further modeled the financial impact of these changes to demonstrate a predicted

savings of $5M annually in marketing expense and over $4M annually in revenue from additiona

sales.


88/94

CASE STUDY - 2

Case study on System Integration projects

HCLInfosystems Ltd. has implemented several Turnkey Systems and Networking

Integration projects across the country and across all the vertical business segments in

partnership with HP, Sun Microsystems, EMC, Unisys, Microsoft, Oracle, Cisco, 3COM

& Intel. Few case studies are discussed herein where we have performed as Systems

Integrators.

Industry

Federal project on Food & Drug Administration

Objective

The objective is to answer the Information Technology needs of the client for its existing

operations, to reduce the time for existing activities, increase efficiency and provide a


89/94

vast database of information at its fingertips. In addition to the above, the client decided

to keep additional information about manufacturers, sellers and their activities.

Solution

The client is able to get information about products / ingredients, manufacturers like

products manufactured, their brand names, plant and machinery details, import / supplier

details, distributor details, CGMP information etc.

Through this solution, the client able to cater to the requirements of various sections /

departments like Food, Allopathic, Indian medicines, Biologics, Medical devices /

equipment & Pathological labs, Cosmetics and Veterinary.

Industry

Federal Project on Driving License Issuance

Objective

The objective is to produce high quality driving licenses, to prevent issue of multiple

licenses to a driver, to issue licenses to the public who approach any of the 9 Zonal

Offices (earlier, the public had to visit a specific Zonal Office which covered their


90/94

geography) and reduction of cycle time

Solution

The cllient is provided with front-end commissioning & operations part at all 9 zones.

HCL configured / architected the solution which had products / services from multiple

vendors. The salient features of the solution included capturing of

Text/Photo/Sign/Fingerprint at the Zonal Office and printing of Text/Photo/Sign/Ultra

Violet Logo on card so that licenses cannot be easily duplicated. The new system offered

several benefits to the Transport Department such as On-line information , Electronic

Approval,Process re-engineering to improve speed, single visit to MLO for getting a

license, hence resulting in public convenience, no waiting for card lamination, same day

issuance of renewal / duplicate copy of driving license.

Industry

Project on branch connectivity of one of the country's largest public sector banks

through WAN

Objective

The objective is to implement anywhere banking countrywide. The client's requirement

is to computerize & connect their 250 branches, so that their customers having account

in any of the 250 branches can walk in to any of the other branches for Banking

(withdraw / Deposit / DD making etc..).


91/94

Solution

All the branches of a city were linked through Leased line/ISDN link to Regional

Computer Center which inturn was part of the back bone network with linkages to 14

cities. This enabled the customer for centralized system administration for all the

branches. Gateway is also provided for other RO connectivity via VSAT and leased

lines.

Besides managing the entire facility at all the centers and the providing of maintenance

support for the Networking equipments, liaisoning with the product manufacturers for

the post installation support for the spares was also provided.

Industry

Centralized & Anywhere Banking Infrastructure for a leading private sector bank

Objective

The objective is to set up a world class DATA Center for the client's Anywhere Banking

operations and consolidation exercise. The client has more than 312 branches and 38

extension counters across the country.

Solution

HCL Infosystems developed a complete wide area network solution including design,

implementation and integration while connecting their branches, regional offices and

Head Office.


92/94

Industry

One of South India's Leading Banks

Objective

The objective is to provide Network Consultancy & Implementation for Centralized

Banking

Solution

The client is provided with interconnectivity of the branches for their centralized

banking project. Besides installing, integrating & commissioning of the project, HCL

infosystems has maintained a help desk & network management station.

Industry

India's leading International telecommunication service provider

Objective

The objective is to implement Gateway Electronic Data Interchange System

Solution

A centralised EDI server is set-up for the client, through which all international telecom


93/94

traffic is routed. The project scope included conceptualising the solution, commissioning

the necessary hardware and software, and user training.

Industry

Data Center Solution to a leading private financial services company

Objective

The objective is to establish centralised enterprise storage centre

Solution

Established a Data Center for the client to manage its 56 branches spread all over the

country

Industry

A leading joint venture company dealing in telecommunication carrier services in

the Asia Pacific region

Objective

Implementation & customisation of Billing & Customer Care software

Solution

A complete billing and customer care is provided to a cellular phone provider in


94/94

Kolkata, India. The project included solution configuration, supply and comissioning of

hardware and software, interface to the switch, customizing application software, and

user training.

analysis of various strategies of hcl infosystems c.d.c program

Documents