TRANING REPORT

ON

CUSTOMER RELATIONSHIP MANAGEMENT

Submitted to

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

In partial fulfillment of the requirements

for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

(INDUSTRY INTEGRATED)

(4thSemester)

Submitted by

Name: Baburaj Patel

Reg. No. -1073901778

Roll No.- 1090210525

SKYLINE BUSINESS SCHOOL GURGAON

ELC code- 081023043

122, Institutional Area, Sector 41 Gurgaon, Haryana 122003

1

CERTIFICATE

This is to certify that Baburaj Patel, a student of the MAHARSHI

DAYANAD UNIVERSITY, Rohatak, has prepared his/her Training Report entitled CUSTOMER

RELATIONSHIP MANAGEMENT at RPJ INFOTECH PVT. LTD. under my guidance. He/ She

have fulfilled all requirements leading to award of the degree of MBA (Industry Integrated). This

report is the record of bonafide training undertaken by him/ her and no part of it has been

submitted to any other University or Education Institution for award degree/diploma/fellowship

or similar titles or prizes.

I wish her all success in life.

Signature of Faculty Guide

Name of Faculty Guide

Designation

Qualification

Seal of the ELC

2

I hereby declare that the Training Report conducted at

RPJ INFOTECH PVT. LTD.

D-115, NEW ASHOK NAGAR, DELHI

Under the guidance of

Mr Punit Agrahari

Submitted to partial fulfillment of the requirements for the Degree of

MASTER OF BUSINESS ADMINISTRATION (Industry Integrated)

TO

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

is my original work and the same has not been submitted for the award of any other Degree/Diploma/ fellowship or other similar titles or prizes.

Place: Delhi(NCR)

Date:

Baburaj Patel

3

STUDENT DECLARATION

CERTIFICATE

This is certify that Mr. Baburaj Patel who is pursuing MBA (Industry

Integrated) course of Maharshi Dayanad University, Rohtak, at Skyline Business

School, Gurgaon has undergone management training at our organization from

……………………….. to …………………………. .

His performance during the training period was found to be ………………….

We wish him success for his future endeavours.

Authorized Signatory

Name:

Designation:

4

5

ACKNOWLEDGEMENT

I have taken efforts in this project. However, it would not have been possible without the kind support and help of my superiors. I would like to extend my sincere thanks to all of them.

First of all, I would like to Special thanks to Dr. PRAVEEN PURI & Mr. V.SUBRAMANIAM for giving us the opportunity to study at this renowned institution and his inspiring and constructive support throughout our course.

I would like to thank Ms GURVIDER KAUR KAINTH (training officer NIAM ) to give me a chance and I would like to thank Mr. Punit Agrahari who allowed me to undergo the training in his esteemed Organization and thus helping us to get acquainted with Procedure and working trend in the real industrial World.

Heartfelt thanks to Mr. Punit Agrahari, under whose supervision the training was done.

We are ineffably cheered to place on record our obligations and gratitude to Ms Shuklin and Ms Marshlin for their guidance, keen interest, loving nature and noble advice.

I am highly indebted to our Batch leader Miss. PALLAVI RAVAT for their guidance and constant supervision as well as for providing necessary information regarding the Training & also for their support in completing the Training.

My thanks and appreciations also go to my colleague in developing the project and people who have willingly helped me out with their abilities.

BABURAJ PATEL

6

CONTENTS:

S.NO.

1

2

3 1

1.2

A

B

C

4 2

2.1

2.2

2.3

2.4

2.5

5 3

3.1

3.2

6 4

4.1

4.2

4.3

7 5

5.1

5.2

5.3

CHAPTER TOPIC

Declaration

Acknowledgement

Introduction

General introduction about the sector

Origen of the Industry

Growth and present status of industry

Future of the industry

Profile of the organization

Origin of the organization

Growth and development of the Organization

Function and department of the organization

Organization structure

Product and Service profile of the Organization

Discussions on training

Work profile (Roles and Responsibilities), tool and techniques used. Key learning

Research problem

Research problem

Research objective

Research Design and methodology

Analysis

Analysis of data

Conclusion of the research

Limitation

8

9-10

11-10

21-41

42

43

44

44

44

45-46

46-48

49

50

50-54

55

56

56

56

57

58-59

59

59

7

8

9

10

6 Conclusion

Appendices

Bibliography

60

61

62

8

Chapter: 1

INTRODUCTION

9

1.2: GENERAL INTRODUCTION ABOUT THE SECTOR

Information technology (IT) is concerned with technology to treat information. The Indian

Information Technology sector can be classified into the following broad categories - IT Services, Engineering Services, ITES-BPO Services and E Business. IT Services can further be categorized into Information Services (IS) outsourcing, packaged software support and installation, systems integration, processing services, hardware support and installation and IT training and education. Engineering Services include Industrial Design, Mechanical Design, Electronic System Design (including Chip/Board and Embedded Software Design), Design Validation Testing, Industrialization and Prototyping. IT Enabled Services are services that use telecom networks or the Internet. For example, Remote Maintenance, Back Office Operations, Data Processing, Call Centers, Business Process Outsourcing, etc. IT sector is attracting considerable interest not only as a vast market but also as potential production base by international companies. Therefore India is considered as a pioneer in software development and a favorite destination for IT-enabled services. The rapid growth in the sector is a consequence of access to trained English speaking professionals, cost competitiveness and quality telecommunications infrastructure. Companies operating from India are able to leverage the advantage of the Indian time zone to offer 24 x 7 services to their global customers. Several world leaders including General Electric, British Airways, American Express, and Citibank, have outsourced call center operations to India. E Business (electronic business) is carrying out business on the Internet; it includes buying and selling, serving customers and collaborating with business partners.

The following are some of the strengths of the Indian IT sector: · Highly skilled human resource · Low wage structure · Quality of work · Initiatives taken by the Government (setting up Hi-Tech Parks and implementation of e- governance projects); · Many global players have set-up operations in India like Microsoft, Oracle, Adobe, etc. · Following Quality Standards such as ISO 9000, SEI CMM etc.; · English-speaking professionals; · Cost competitiveness; · Quality telecommunications infrastructure.

The following are some of the weaknesses of the sector: · Absence of practical knowledge; · Dearth of suitable candidates; · Less Research and Development; · Contribution of IT sector to India’s GDP is still rather small; · IT development concentrated in a few cities only.

10

A. Origen of the Industry

Four basic periods Characterized by a principal technology used to solve the input, processing, output and communication problems of the time: 1. Premechanical 2. Mechanical, 3. Electromechanical, and 4. Electronic

The Pre-mechanical Age: 3000 B.C. - 1450 A.D.

1. Writing and Alphabets--communication. 1. First humans communicated only through speaking and picture drawings. 2. 3000 B.C., the Sumerians in Mesopotamia (what is today southern Iraq) devised cuniform 3. Around 2000 B.C., Phoenicians created symbols 4. The Greeks later adopted the Phoenician alphabet and added vowels; the Romans gave the letters Latin names to create the alphabet we use today. 2. Paper and Pens--input technologies. 1. Sumerians' input technology was a stylus that could scratch marks in wet clay. 2. About 2600 B.C., the Egyptians write on the papyrus plant 3. Around 100 A.D., the Chinese made paper from rags, on which modern-day papermaking is based. 3. Books and Libraries: Permanent Storage Devices. 1. Religious leaders in Mesopotamia kept the earliest "books" 2. The Egyptians kept scrolls 3. Around 600 B.C., the Greeks began to fold sheets of papyrus vertically into leaves and bind them together. 4. The First Numbering Systems. 1. Egyptian system: The numbers 1-9 as vertical lines, the number 10 as a U or circle, the number 100 as a coiled rope, and the number 1,000 as a lotus blossom. 2. The first numbering systems similar to those in use today were invented between 100 and 200 A.D. by Hindus in India who created a nine-digit numbering system. 3. Around 875 A.D., the concept of zero was developed.

11

1. The First Calculators: The Abacus.

One of the very first information processors.

The Mechanical Age: 1450 - 1840

1. The First Information Explosion. 1. Johann Gutenberg (Mainz, Germany) Invented the movable metal-type printing process in 1450. 2. The development of book indexes and the widespread use of page numbers. 2. The first general purpose "computers" o Actually people who held the job title "computer: one who works with numbers." 3. Slide Rules, the Pascaline and Leibniz's Machine. o Slide Rule.

Early 1600s, William Oughtred, an English clergyman, invented the slide rule Early example of an analog computer.

12

Diagram of interior

One of the first mechanical computing machines, around 1642.

The Electromechanical Age: 1840 - 1940.

The discovery of ways to harness electricity was the key advance made during this period. Knowledge and information could now be converted into electrical impulses.

1. The Beginnings of Telecommunication. 1. Voltaic Battery. Late 18th century. 2. Telegraph. Early 1800s. 3. Morse Code. Developed in1835 by Samuel Morse Dots and dashes.

13

4. Telephone and Radio.

Alexander Graham Bell. 1876 5. Followed by the discovery that electrical waves travel through space and can produce an effect far from the point at which they originated. 6. These two events led to the invention of the radio Guglielmo Marconi 1894

The Electronic Age: 1940 - Present.

1. First Tries. o Early 1940s o Electronic vacuum tubes. 2. Eckert and Mauchly. 1. The First High-Speed, General-Purpose Computer Using Vacuum Tubes: Electronic Numerical Integrator and Computer (ENIAC) The ENIAC team (Feb 14, 1946). Left to right: J. Presper Eckert, Jr.; John Grist Brainerd; Sam Feltman; Herman H. Goldstine; John W. Mauchly; Harold Pender; Major General G. L. Barnes; Colonel Paul N. Gillon

14

Electronic Numerical Integrator and Computer (ENIAC) 1946. Used vacuum tubes (not mechanical devices) to do its calculations. Hence, first electronic computer. Developers John Mauchly, a physicist, and J. Prosper Eckert, an electrical engineer The Moore School of Electrical Engineering at the University of Pennsylvania Funded by the U.S. Army. But it could not store its programs (its set of instructions) 2. The First Stored-Program Computer(s)

o

3. o

o

o

Early 1940s, Mauchly and Eckert began to design the EDVAC - the Electronic Discreet Variable Computer. John von Neumann's influential report in June 1945: "The Report on the EDVAC" British scientists used this report and outpaced the Americans. Max Newman headed up the effort at Manchester University Where the Manchester Mark I went into operation in June 1948-- becoming the first stored-program computer. Maurice Wilkes, a British scientist at Cambridge University, completed the EDSAC (Electronic Delay Storage Automatic Calculator) in 1949-- two years before EDVAC was finished. Thus, EDSAC became the first stored-program computer in general use (i.e., not a prototype).

15

4. The First General-Purpose Computer for Commercial Use: Universal Automatic Computer (UNIVAC).

1. Late 1940s, Eckert and Mauchly began the development of a computer called UNIVAC (Universal Automatic Computer) Remington Rand. First UNIVAC delivered to Census Bureau in 1951. But, a machine called LEO (Lyons Electronic Office) went into action a few months before UNIVAC and became the world's first commercial computer. 2. The Four Generations of Digital Computing. 1. The First Generation (1951-1958).

1. Vacuum tubes as their main logic elements.

16

2. Punch cards to input and externally store data. 3. Rotating magnetic drums for internal storage of data and programs Programs written in Machine language Assembly language Requires a compiler. 2. The Second Generation (1959-1963).

0. Vacuum tubes replaced by transistors as main logic element. AT&T's Bell Laboratories, in the 1940s Crystalline mineral materials called semiconductors could be used in the design of a device called a transistor 1. Magnetic tape and disks began to replace punched cards as external storage devices. 2. Magnetic cores (very small donut-shaped magnets that could be polarized in one of two directions to represent data) strung on wire within the computer became the primary internal storage technology. High-level programming languages E.g., FORTRAN and COBOL

17

3. The Third Generation (1964-1979).

0. Individual transistors were replaced by integrated circuits. 1. Magnetic tape and disks completely replace punch cards as external storage devices. 2. Magnetic core internal memories began to give way to a new form, metal oxide semiconductor (MOS) memory, which, like integrated circuits, used silicon-backed chips. Operating systems Advanced programming languages like BASIC developed. Which is where Bill Gates and Microsoft got their start in 1975

18

4. The Fourth Generation (1979- Present). 0. Large-scale and very large-scale integrated circuits (LSIs and VLSICs) 1. Microprocessors that contained memory, logic, and control circuits (an entire CPU = Central Processing Unit) on a single chip. Which allowed for home-use personal computers or PCs, like the Apple (II and Mac) and IBM PC Apple II released to public in 1977, by Stephen Wozniak and Steven Jobs. Initially sold for $1,195 (without a monitor); had 16k RAM. First Apple Mac released in 1984. IBM PC introduced in 1981. Debuts with MS-DOS (Microsoft Disk Operating System) Fourth generation language software products E.g., Visicalc, Lotus 1-2-3, dBase, Microsoft Word, and many others. Graphical User Interfaces (GUI) for PCs arrive in early 1980s

MS Windows debuts in 1983, but is quite a clunker. Windows wouldn't take off until version 3 was released in 1990

Apple's GUI (on the first Mac) debuts in 1984.

19

Origen of the Industry in India

The journey of Indian IT industry started in 1974, when Burroughs, mainframe manufacturer,

offered Tata Consultancy Services (TCS) to export programmers for the installation of system software for its US client. But the situation was very worse that no local business firm was supported and the policy of Indian Government towards private companies was also very aggressive. The Indian IT industry was started by a Bombay-based corporation which entered the business with the supply of programmers to IT companies located overseas.

Till 1984, IT was not considered as an industry and was not given any subsidies. In 1984,

some strategic reforms were made and considered IT as an industry. In the same year, Indian Government introduced a policy, New Computer Policy (NCP), which consisted of a package of slashed import tariffs on hardware and software. And the policy also recognized the software exports as a ‘delicensed industry’. Delicensed industry is eligible for bank finances, free from the license-permit and to set up offshore units of foreign companies in India.

20

B. Growth and present status of industry

India's IT industry has recorded phenomenal growth over the last decade. During the period from 1992-2001, the compounded annual growth rate of the Indian IT services industry has been over 50%. The software sector in India has grown at almost double the rate of the US software sector.

The statistics of the India's IT industry substantiates the huge momentum acquired by the IT sector in the recent past. During the financial year 2000-2001, the software industry in India accounted for $8.26 billion. The corresponding figure was $100 million 10 years back.

As per the report of a study undertaken by NASSCOM-McKinsey, the software export from Indian IT industry is likely to reach 50 billion US dollars in the year 2008. This growth rate of the software sector for the year 2008 has been projected on the basis of the 35% per year growth rate achieved in the last couple of years.

Export of software and services from India is expected to add almost 41 billion US dollars to the annual revenue of the Indian government in the current year. The share of technology industry in India's GDP is expected to reach 5.5% in 2008; while the corresponding figure in 1998 was as small as 1.2%.The study of NASSCOM has revealed that the growth of India's IT industry has prompted the growth of Indian exports by almost 36%. Another favorable effect of India's IT boom is the expansion of opportunities of employment. By the end of fiscal year 2008, the IT sector of India is expected to employ around 2 million skilled Indian youths.

The growth of India's IT sector has brought about many other positive changes in the Indian economy. The purchasing power of a large section of Indian population has increased dramatically. This has resulted in an increase in the average standard of living of the majority of population of the country. The increase in purchasing power of the common people has propelled the growth rate of the other sectors of the economy as well.

There has been considerable increase in the amount of fund available for venture capitalism and equity financing.

India is now home to a number of IT giants. The operations of IT firms like Wipro, Infosys, Accenture, Cap Gemini, Tata Consultancy Services and many more in different locations of India have changed the entire scenario of the Indian job market. The ITES sector has also come up to complement the growth of Indian IT sector.

The economic effect of the technologically inclined services sector in India—accounting for 40% of the country's GDP and 30% of export earnings as of 2006, while employing only 25% of its workforce—is summarized by Sharma (2006):

21

The share of IT (mainly software) in total exports increased from 1% in 1990 to 18% in 2001. IT-enabled services such as back office operations, remote maintenance, accounting, public call centres, medical transcription, insurance claims, and other bulk processing are rapidly expanding. Indian companies such as HCL, TCS, Wipro, and Infosys may yet become household names around the world.

Today, Bangalore is known as the Silicon Valley of India and contributes 33% of Indian IT Exports. India's second and third largest software companies are head-quartered in Bangalore, as are many of the global SEI-CMM Level 5 Companies.

Mumbai too has its share of IT companies that are India's first and largest, like TCS and well established like Reliance, Patni, LnT Infotech, i-Flex, WNS, Shine, Naukri, Jobspert etc. are head-quartered in Mumbai. And these IT and dot com companies are ruling the roost of Mumbai's relatively high octane industry of Information Technology.

Such is the growth in investment and outsourcing, it was revealed that Cap Gemini will soon have more staff in India than it does in its home market of France with 21,000 personnel+ in India.

On 25 June 2002 India and the European Union agreed to bilateral cooperation in the field of science and technology. A joint EU-India group of scholars was formed on 23 November 2001 to further promote joint research and development. India holds observer status at CERN while a joint India-EU Software Education and Development Center is due at Bangalore.

22

India's IT industry (in USD bn)

Particulars FY 2004

FY 2005

FY 2006

FY 2007

FY 2008

IT Services 10.4 13.5 17.8 23.5 31.0

- Exports 7.3 10.0 13.13 18.0 23.1

- Domestic 3.1 3.5 4.5 5.5 7.9

ITES-BPO 3.4 5.2 7.2 9.5 12.5

- Exports 3.1 4.6 6.3 8.4 10.9

- Domestic 0.3 0.6 0.9 1.1 1.6

Engineering services, R&D and Software products 2.9 3.9 5.3 6.5 8.6

- Exports 2.5 3.1 4.0 4.9 6.4

- Domestic 0.4 0.7 1.3 1.6 2.4

Hardware 5.0 5.9 7.0 8.5 12.0

23

- Exports 0.5 0.5 0.6 0.5 0.5

- Domestic 4.4 5.1 6.5 8.0 11.5

Total IT industry (including hardware) 21.6 28.4 37.4 48.0 64.

24

Major IT Hubs

Ranking City

1 Bangalore

Description

Popularly known as the capital of the Silicon Valley of India is currently leading in Information Technology Industries in India.

It is the Second largest exporter of Software next to Bangalore. It has the largest operations for Indias top software company TCS, Infosys ( has world's largest development center with 25,000 employers in Mahindra world city at Baranur near Chengalpattu, and many centres in IT corridor), and other software companies like Wipro, CTS, Patni, L&T InfoTech and many companies have major operations in IT corridor, Ambattur and other places in Chennai

2 Chennai

3

Hyderabad called as Cyberabad, which has good infrastructure and good government support is also a good technology base in India. The Hyderabad Government of AP Has built a separate township for IT Industry called the HITEC City.

Pune Pune, a major industrial point in India. 4

5

It is the Manchester of South India. Among major metro-markets Coimbatore (up 38%) MAY 11 (Bangalore showed the slowest rate of Coimbatore annual growth at 4 percent driven by reduced demand in the BPO/ITES sector),It Become an Upcoming Major IT hub of India

The National Capital Region of India comprising Delhi, Gurgaon, Faridabad, Noida, Greater Noida and Ghaziabad are having ambitious projects and are trying to do every possible thing for this purpose.

Popularly known as the commercial, entertainment, financial capital of India, This is one city that has seen tremendous growth in IT and BPO industry, it recorded 63% growth in 2008. TCS, Patni, LnT Infotech, I- Flex WNS and other companies are headquartered here.

Kolkata is a major IT hub in eastern India. All major IT companies are present here. The city has tremendous potential for growth in this sector

6 NCR

7 Mumbai

8 Kolkata

25

with upcoming areas like Rajarhat.

Trivandrum is the capital of Kerala. GOK provides a good platform for IT Trivandrum development in the city with India's largest IT park Technopark and dedicated Technocity SEZs.

This rapidly growing industrial hub houses a lot of IT/ITES and BPO giants. Genpact, Connexions IT services, Deutsche Bank and EXL BPO, Infosyss, Tech Mahindra, and Wipro are here. There are plans to build the largest IT SEZ in India by Mahindra under the Mahindra World City.

9

10 Jaipur

List of software companies in India

AGN Software Consultants 3Com India Pvt. Ltd

3DPLM Software Solution Ltd (Geometric Ltd)

4G Identity Solutions Pvt Ltd

7Seas Technologies Ltd

A1 Future Technologies

a2z Infotech Pvt. Ltd

A4 Creations Pvt Ltd

Aabsys IT Pvt Ltd

Aakit Technologies Pvt Ltd

Aapna Infotheek

Aavanor Systems Pvt. Ltd

3Di Systems India Pvt Ltd

3S Technologies

7hills Business Solutions Ltd

A Niche Infotech Solutions Pvt.Ltd

A1Books India

A3logics

AAA Technologies Pvt Ltd

Aadya IT Solutions

Aalpha Information Systems India Pvt Ltd

Aartech Solonics Limited

26

AB Infosoft

Abacus Desk IT Solutions Pvt. Ltd

Abacus Peripherals Pvt Ltd

Abbas Business Solutions

ABCON Engineering & Systems Pvt. Ltd

ABM Knowledgeware Limited

ABS Infotech Pvt Ltd

ABSTech Logiks Private Limited

Academy for Integrated Systems & Solutions

Accel Transmatic Limited

AccelTree Software

Accent Overseas Pvt. Ltd.

Accentia Technologies Ltd

Access Automation Pvt Ltd

Access Infotech Pvt. Limited

ACCESS STB Labs Private Limited

Access Technology

Accord Software & Systems Pvt. Ltd

AB Innovative Software Pvt.Ltd

Abacus Infotech

Abacus Softech Ltd

ABC Infosoft Pvt. Ltd

ABM Infotech Ltd

Abra Technologies Pvt Ltd

Absolute Infotech Pvt Ltd

Abyss Enterprises Pvt. Ltd

Accel Frontline Limited

Accelrys Software Solutions Pvt Ltd

Accent Consulting

Accentia Technologies Limited

Accenture Services Pvt Ltd

Access Information Technology

Access Net IT Solutions Pvt. Ltd

Access Systems

Accord Fintech Pvt Ltd

Accrescent Infotech Private Limited

27

Accudata Tech Solutions Pvt. Ltd

Accurate Infomedia Pvt. Ltd

Accuversa

Ace Software Exports Ltd

Aceast Technologies Pvt Ltd

Acer India (Private) Limited

Acesoft Labs Pvt Ltd

ACI Worldwide Solutions Private Limited

ACL Wireless Limited

Acme Digitek Solutions Pvt.Ltd

ACPL Systems Pvt. Ltd.

ACS Infotech Pvt. Ltd.

Acsys Software India Pvt. Ltd

ActiProcess Business Solutions Pvt Ltd.

Active Brains Ltd

Activecubes

Acty System India Pvt. Ltd

ACULIS Pvt Ltd

Accurate Info Soft Pvt Ltd.

Accusol Technologies Pvt. Ltd

Ace Infoway India

ACE Software Solutions Pvt. Ltd.

Acenet Web Solutions Pvt Ltd.

Acer Softwares

ACG Infotech Limited

Acism Software Private Limited

Acma Computers Ltd

Acorn Embedded Systems Private Limited

Acropetal Technologies Ltd

ACS Technologies Ltd

Actiance India Pvt. Ltd.

Activa Softech Ltd

Active Technologies

Acto Information Systems India Pvt Ltd

Acuity IT Solutions Pvt. Ltd

Acumen Consultancy Services Pvt Ltd

28

Acuminous Software

Acuvate Software Pvt Ltd

ADA Software Technologies Pvt Ltd

Adapt International Pvt Ltd

Adapt Solutions

Adapto Technologies Pvt Ltd

Adasoft India Pvt Ltd

Addonix Technologies Pvt Ltd

Addvu Software Technologies Pvt Ltd

ADG Online Solutions Pvt Ltd

Adiance Technologies Pvt. Ltd.

Aditech Infotech Pvt Ltd

Adiva Systems Pvt Ltd

Adnet Infosystems India Pvt Ltd

Adore Infotech Pvt Ltd

Adox solutions

Adroit Infotech Pvt Ltd

Adroitec Information Systems Pvt Ltd

Acute Softwares Pvt Ltd

Ad Kraft India

Adaequare Inc

Adapt Software India Pvt Ltd

Adaptek Automation Technology

Adas Technologies Pvt Ltd

ADCC Infocad Pvt Ltd

Addsoft Technologies Pvt Ltd

Adeptia India Pvt Ltd

Adi Innovative Solutions Pvt Ltd

Adit Microsys Pvt Ltd

Aditri Infotech Pvt Ltd

AdJug Media Pvt Ltd

Adnig Technologies Pvt Ltd

Adorn Consultants Pvt Ltd

Adrenalin eSystems Limited

Adroit Techno Solutions

Adsin Media Pvt Ltd

29

Advaita Solutions Advanced Energy Software(AES) Solution Pvt Ltd

Advanced Software Development Associates(ADA)India

Advent InfoSoft Pvt Ltd

Advt Software Services

Adya Systems and Software Pvt Ltd

AEC Promag Consultancy Pvt Ltd

Aeicorp Technologies Pvt Ltd

AeroSoft Corp

Affarsstrategerna Think Tech Technologies Pvt Ltd (A3TL)

Aforeserve.com Ltd

Aftek Limited

Agape Inc

AGC Networks Limited

Agile Labs Pvt Ltd

Agile Technosys

Agilis International Inc

Agmatel India Pvt Ltd

Advanced Micronic Devices Ltd(AMDL)

Advent Global Solutions Inc

Advik Compware Pvt. Ltd.

Adweb Techno-Trade Pvt Ltd

Ae Telelink Systems Ltd

AEGIS IT Solutions India Pvt Ltd

Aero Infotech India Pvt Ltd

AES Technologies India Pvt Ltd

Affordable Business Solutions Pvt Ltd

AFour Technologies

AG Technologies Pvt Ltd

Agaram Instruments Pvt Ltd

Agile Infoways Pvt Ltd

Agile Learning Pvt Ltd

Agilent Technologies India Pvt Ltd

Agl Technologies Ltd

30

Agni Software Pvt Ltd

Agnisys Inc

American Megatrends India Private Limited

Applabs Technologies

Artech Infosystems Private Limited

Asian CERC Information Technology Limited

Agnicient Technologies

AGNITY India Technologies Pvt Ltd

Apara Enterprise Solutions Private Limited

Aptech Limited

Ashtech Infotech Private Limited

ASM Technologies Limited

Aspire Systems (India) Private Limited Assam Electronics Development Corporation Limited

AV Systems

Bahwan CyberTek Private Limited

Brij Infotech Private Limited

C3I Support Services Pvt Ltd

CADD Info Solutions Pvt. Ltd

Calix Technologies

Cambridge Solutions Limited

Canarys Automations Pvt Ltd

Canon India Private Limited

Carbonon Tech Pvt Ltd

Aurionpro Solutions Limited

Aztecsoft Limited

BNA Technology Consulting Limited

C-MOTS Infotech Pvt Ltd

Cachet Software Solutions Pvt Ltd

Calance Corporation

Calypso

Cambridge Technology Enterprises

Candid Software Pvt Ltd

CAPUS Technology Solutions

31

CashTech Solutions India Limited

Catabatic Automation Technology Pvt Ltd

CBO Technologies Pvt Ltd

CCE Software Pvt Ltd

CDC Global Services

CEI India Pvt Ltd

Central Systems & Technologies

CereBrums Software Solutions Pvt Ltd

CES Ltd

CG Vak Software & Exports Ltd

Chandel Technologies Pvt Ltd

Chimera Technologies Pvt Ltd

CIBER Pvt Ltd

Cipra Info Services India Pvt Ltd

Citagus Software Pvt Ltd

Citytech Software Pvt Ltd

Clearpath Technology

CMC Limited

CAT Technologies Ltd

Cavium Networks Pvt ltd

CBT Infotech Pvt Ltd

CCS Technologies Pvt Ltd

Cedar Solutions

Celstream Technologies Pvt Ltd

Cepios Software Solutions (India) P Ltd

Cerulean Information Technology Pvt Ltd

Cetana eSolutions Pvt Ltd

Chakkilam Infotech Ltd

Changepond Technologies.

Chrisranjana Software Solutions Pvt Ltd

Cimcon Software India Pvt Ltd

CircleSource

CitiXsys Technologies Pvt. Ltd.

Clarion Technologies Pvt Ltd

ClearTrail Technologies Pvt Ltd

CMC Ltd

32

CMS Computers Ltd

Cogentsoft Solutions

Color Chips New Media Ltd

Codewalla Software Development Pvt Ltd

Cognizant Technology Solutions

Comart

Computer Generated Solutions India Pvt Ltd

Computer Ware India Pvt Ltd

ComSpark Info India Pvt Ltd

ConEdify Technologies Pvt. Ltd

CONRAD Technologies Pvt Ltd

Consolidated Cybernetics Company Pvt Ltd

Convergent Technologies

Compulink Systems Ltd.

Computer Home Pvt Ltd

CompuTree Infotech Ltd.

Comtel Technologies Pvt. Ltd.

Connoisseur Infotech Pvt Ltd

Consindia Pvt Ltd

Contata Solutions Pvt Ltd

Convergys Information Management India Pvt. Ltd.

Core Projects & Technologies Ltd

CoreTech InfoSystems Pvt Ltd

Cosmic IT Services Pvt Ltd

Couth Infotech Pvt Ltd

Cranes Software International Limited

Creative IT India Pvt Ltd

Cordiant Technologies Pvt Ltd

CoreObjects India Pvt Ltd

Coromandel Infotech India Ltd

Cosmonet Solutions Pvt Ltd

Covetus Technologies Pvt Ltd

CRB Innovative Solutions Pvt Ltd

Creative Web Designers India Pvt Ltd

33

Creative Web Mall India Pvt Ltd

Cressanda Solutions Ltd

Cross Country Infotech Pvt Ltd

CSS Corp Pvt Ltd(Cybernet-Slashsupport)

Cube Software Pvt Ltd

Cvent India Pvt Ltd

Cyber Ash Softech Pvt Ltd

Cyberframe Solutions Pvt Ltd

Cybermate Infotek Limited,

Cyberscape Multimedia Ltd

Cybervox Network Ltd

CYGNET Software

Cyquator Technologies Ltd(Essel Group Enterprise)

D-Link India Limited

Daffodil Software Ltd

Credence Software Technologies

Crest Animation Studios Limited

Crystal Software Solutions

CSS Technergy Ltd

Cubic Computing Pvt Ltd(Minitab)

Cybage Software Pvt Ltd

Cyber Tech Systems and Software Ltd

Cyberindigo Net Pvt Ltd

Cybernet Software Systems Pvt Ltd (CSS)

Cybersurf India Pvt Ltd

Cygnet Infotech Pvt Ltd

Cympac Software Solutions Pvt Ltd

Cyret Technologies(I) Pvt. Ltd

Dachi Technologies Pvt Ltd

Damco Solutions Ltd

Data Software Research Company International Pvt Ltd

Dataman Computer Systems Pvt Ltd

Data Infocom Ltd

Datacore Technologies India Pvt Ltd

34

Datamate Infosolutions Pvt Ltd

Datapings Software Pvt Ltd

DbyDx Software Pvt Ltd

Deftsoft Informatics

Descon Ltd

DesignTech Systems Ltd.

Dexterity

Dharne Systems Pvt Ltd

Diaspark Inc

Digiknots Web Enabled Services Pvt Ltd

DigiNet Software and Communications Ltd

Digital Mesh Softech India Pvt Ltd

Dilithium Software Technologies India (P) Ltd.

Directi Information Private Limited

Dnyandeep Infotech Pvt. Ltd

Dotsquares India

Dreamajax Technologies Pvt Ltd

Datamatics Global Services Ltd

Davlin Software Pvt Ltd

Deft Infosystems Pvt Ltd

DelhiNet Group of Companies

Designscape

Devanshee Systems Pvt Ltd

Dharma Systems Pvt Ltd

Dhithi Infoserve Pvt Ltd

digiBlitz Technologies Pvt Ltd

Digimetrix Technologies Pvt Ltd

Digital Domain India Pvt Ltd

Diksha Technologies Pvt Ltd

Dimension India Networks Pvt Ltd

Direction Software Solutions

Dotcom Services India Pvt Ltd

Doyen Infosolutions Pvt Ltd

DreamSoft IT Solutions Pvt Ltd

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Dreamz Net Solutions Drish Infotech Ltd

DSS Systems & Software Technologies Ltd

Dynamic Vertical Software Pvt. Ltd

e-Emphasys Infotech Pvt Ltd

E-Spectra Solutions

Eagle Software India Pvt Ltd

Eastern Software Systems Pvt Ltd

Ebot IT Services Pvt Ltd

EchoLogix

eConcept Technologies

Ecotech IT Solutions Pvt Ltd

Educomp Solutions Ltd

Embee

Drivestream India Pvt Ltd

DVS Technologies

E Dynamic Softech Solutions Pvt Ltd

E-novy IT Services

e-Zest Solutions Pvt Ltd

EarlySail Software Pvt. Ltd

EATON POWER QUALITY PVT. LTD.

Ec Software

Eclipse Systems Pvt Ltd

eCosmos India Pvt Ltd

Edify Technologies India Pvt Ltd

Elitecore Technologies Ltd.

Emerson Network Power (India) Private Limited

FCS Software Solutions Limited

Four Soft Ltd

Future Focus Infotech Pvt Ltd

Estel Technologies Private Limited

Financial Technologies (India) Limited.

Fulcrum Logic (I) Pvt. Ltd.

GAVS Technologies Private Limited

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Gemini Communication Ltd.

Geometric Limited

Glodyne Technoserve Limited

Great Eastern Impex Private Limited

Genesys International Corporation Limited

GlobalLogic, Inc

Goldstone Technologies

HCL Infosystems Ltd.

Helios & Matheson Information Technology Limited

Hexaware Technologies

Honeywell Technology Solutions Lab

I Flex Solutions Ltd.

ICSA India Limited

INFOSYS

Infotech Enterprises

Infotrek Syscom Ltd - Mumbai India

Intellvisions Software Limited Mumbai

Intex Technologies (India) Limited New Delhi

HCL Technologies Limited

HEXAWARE

Hiox India

Hughes Systique India Private Limited

IBM

Igate Global Solutions Ltd

Infosys Technologies Ltd

Infotech Limited

Infrasoft Technologies Limited

Interra Software India Private Limited Noida

IT Secure Software Private Limited- Mumbai

Iteamic Private Limited Bangalore

Jeevan Technologies India Private Limited

ITC Infotech India Limited Kolkata

J K Technosoft Limited New Delhi

Jetking Infotrain Limited Mumbai

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Chennai

Kernex Microsystems (India) Limited Hyderabad

KLG Systel Ltd

Lanco Global Systems Limited Hyderabad

Kale Consultants Limited Pune

KLG Systel Limited Gurgaon

KPIT Cummins Infosystems Limited Pune

Larsen & Toubro Infotech Limited Mumbai

Lauren Information Technologies Private Limited Mumbai

LearningMate Solutions Private Limited Mumbai

Lifetree Convergence Limited Gurgaon

MAARS Software International Limited Chennai

Maharashtra Knowledge Corporation Limited Mumbai

Marlabs Software Private Limited Bangalore

Mastek Limited Mumbai

Megasoft Limited Chennai

Micro Technologies (India) Ltd

Mindlogicx Infotech Limited

Laser Soft Infosystems Limited Chennai

LDS Infotech Private Limited Mumbai

Leon Computers Private Limited Pune

Logix Microsystems Limited Bangalore

Magna Infotech Private Limited Hyderabad

Manthan Software Services Private Limited Bangalore

Mascon Global Limited Chennai

Maveric Systems Limited Chennai

Melstar Information Technologies Limited

Microsense Private Limited

Mindteck (India) Limited

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MindTree Consulting Limited

Momentum Infocare Private Limited

Motherson Sumi Infotech & Designs Limited

Nagarro Software Private Limited

NIIT Limited

Northgate Technologies Limited

Omnitech InfoSolutions Limited

Onward Technologies Limited

PAC Computers Limited

PCS Technology Limited

People Infocom Private Limited Mumbai

Photon Infotech Private Limited Chennai

Mistral Solutions Private Limited

Moser Baer India Limited

Mphasis Limited

Nelito Systems Limited

NIIT Technologies Limited

Nucleus Software Exports Limited

Ontrack Systems Limited

Orient Technologies Private Limited

Patni Computer Systems Limited

Pecon Software Limited

Persistent Systems Limited Pune

Polaris Software Lab Limited Chennai

Prithvi Information Solutions Limited Hyderabad

Quinnox Consultancy Services Mumbai

R S Software (India) Limited Kolkata

Ramco Systems Limited Chennai

S K International

Prescient Infotech Private Limited Mumbai

Pyro Networks Private Limited Hyderabad

Quintegra Solutions Limited Chennai

R Systems International Limited Noida

Rolta India Limited

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S P Software Private Limited Hyderabad

Sasken Communication Technologies Limited Bangalore

Scientech Technologies Private Limited Indore

Saksoft Limited

Satyam Computer Services Limited Secunderabad

SCM Microsystems (India) Private Limited Chennai

Sierra Atlantic Software Services Limited Hyderabad

SoftSol India Limited Hyderabad

Semantic Space Technologies Limited

Silicon Interfaces Private Limited Mumbai

Software Technology Group International Limited New Delhi

Spanco Telesystems and Solutions Limited Mumbai

Sonata Software Limited Mumbai

Spark Technologies Limited New Delhi

SQL Star International Limited Hyderabad Stellar Information Systems Limited New Delhi

Sumeru Software Solutions Private Limited Bangalore Subex Azure Limited Bangalore

Synechron Technologies Private Limited Pune Systime Computer Systems Limited

Tanla Solutions Limited Hyderabad Tata Consultancy Services Limited Mumbai

TCS

Teledata Informatics Limited Chennai

Trimax Computers Limited Mumbai

Tata Elxsi Limited

Tech Mahindra Limited Pune

Tera Software Limited Hyderabad

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Tulip IT Services Limited New Delhi

TVS Electronics Limited Chennai

Vakrangee Softwares Limited Mumbai

Tutis Technologies Limited Mumbai

UBICS Technologies Private Limited Pune

Veeras Infotek Private Limited Chennai

Virinchi Technologies Limited Secunderabad

VXL Instruments Limited Bangalore

West Bengal Electronics Industry Development Corporation Limited, Kolkata

Wipro Limited Bangalore

Vertex Software Private Limited Pune

Visesh Infotecnics Limited New Delhi

WebSource Technologies Limited Pune

WIPRO

World Fashion Exchange India Private Limited Gurgaon

Zenith Infotech Limited Mumbai

Zensar Technologies Limited Pune

Zylog Systems Limited Chennai

Zen Technologies Limited Hyderabad

Zenith Software Limited Bangalore

Zeus Systems Private Limited Mumbai

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C. Future of the industry

T he current scenario in the IT industry of India and the tremendous growth registered in recent years has generated much optimism about the future of the Indian Information technology industry. Analysts are upbeat about the huge potential of growth in the Information Technology industry in India.

The major areas of benefit that the future growth in the IT industry can generate for the Indian economy are –

Exports - The IT industry accounts for a major share in the exports from India. This is expected to grow further in coming years. The information technology industry is one of the major sources of foreign currency or India.

Employment - The biggest benefit of the IT industry is the huge employment it generates. For a developing country like India, with a huge population, the high rate of employment in the IT sector is a big advantage. The IT industry is expected to generate employment of 2.2 million by the end of 2008 which is expected to increase significantly in coming years.

FDI (Foreign Direct Investment) - High inflow of FDI in the IT sector is expected to continue in coming years. The inflow of huge volumes of FDI in the IT industry of India has not only boosted the industry but the entire Indian economy in recent years.

The Nasscom - McKinsey report on the IT industry of India projects that the Indian IT industry will reach 87 billion US Dollars by the end of 2008. 2.2 million Employment is expected to be created in the IT industry according to this report. The report also projects 50 billion US Dollars of IT exports from India by the end of 2008. Software exports from India are expected to grow in coming years. New markets for software exports from India have opened up in the Middle East, South and Southeast Asia, Africa, and Eastern Europe. The reputation that India has earned as a major destination for IT outsourcing has opened further possibilities. Many developing countries are now using the Indian model for growth in the IT sector. Another important area of future growth for the IT industry of India is the domestic market. While exports dominate the IT industry at present, there is huge scope of growth in the domestic market which can be tapped in the future.

The US recession has had its share of negative impacts on the Indian IT industry. However, the industry has faced the challenges posed by the global market and is sustaining its rate of growth. The focus for the future is to ensure that the benefits of the IT industry percolate to the grassroots levels.

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Chapter: 2

Profile of the organization

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2.1 Origin/Profile of the organization

Science 2010 Type of the organization = Partnership Co-Founder= PUNIT AGRAHARI Industry= Information Technology Adders= D-115, NEW ASHOK NAGAR, DELHI

Contact = +919015756533

2.2 Growth and development of the Organization

RPJ INFOTECH Pvt Ltd is New Generation Information Technology Company; provide complete Software Development, IT Consulting, professional Website Design & Development, Internet Marketing and Real Estate ERP support. RPJ INFOTECH Pvt Ltd offers a range of strategic business solutions. Dynamic in style, Comprehensive in structure, elobrate in execution, our service portfolio is designed to provide complete end-to-end solutions for our clients.

RPJ INFOTECH Pvt Ltd is an offshore software development company that offers programming, design, and consulting services to a wide range of industries and business areas. Working with you continuously, we are able to execute a project from a mere concept to the final, polished solution. Our highest quality services are driven by the customer's comfort, cost benefits, schedule and budget targets, and confidentiality and security issues.

RPJ INFOTECH Pvt Ltd provides bespoke software development services using web technologies. We work in areas such as E-commerce website development, web enablement, product development, product migrations, web applications etc. Our solutions enable businesses to leverage leading-edge technology to gain sustainable competitive advantage in today's marketplace.

We are an ethical company that values commitment, excellence, independence, teamwork and satisfaction for our clients and ourselves.

Our team is a hybrid set of individuals with a wide experience in the planning, design and operations of web-enabled solutions and the underpinning technologies and equipment. This experience and professionalism is evident in all our work.

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2.3 Function and department of the organization

Function of the organization: RPJ INFOTECH Pvt Ltd is an offshore software development company that offers programming, design, and consulting services to a wide range of industries and business areas. Working with you continuously, we are able to execute a project from a mere concept to the final, polished solution. Our highest quality services are driven by the customer's comfort, cost benefits, schedule and budget targets, and confidentiality and security issues.

Our nearshore software development outsourcing services leave our clients free to focus on their core business, while customised, turnkey industry solutions provide clients with a vital competitive advantage.

Software Development Services Client Server Application Development Distributed Application Development Enterprise Wide Solution Component Based Application Development System Programming

Web Development Services Website Design Website Maintenance Website Templates Website Development Web Hosting E-Commerce

Wireless Services SMS Based Solution Mobile Commerce Solution Payments on Mobile

Testing Software System Testing Quality Assurance Testing

ERP Solution India Microsoft Dynamics SAP Solution India

Database Development Services Database Development(MS SQL, MySQL, Oracle) Information Architecture Requirements Gathering & Documentation Database Design/Redesign Consultation Business Needs Analysis

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Departments of the organization

Departments of the organization are as follows:

Top Management

IT Department

HR Department

Marketing Department

Finance Department

2.5 Product and Service profile of the Organization:

DREAM LAND

DREAM LAND is a fully automated and advance version, DREAM LAND manages not only multiple companies and projects with their Pre-Launch sales, Post-Launch sales, payment schedule, unit status, customer information but also manages broker information and detail of enquiry by the customer. Dream Land allows for scalability, reliability, efficient data processing, quick decision making, best utilization of company's manpower and reduced maintenance and overheads.

PRE-LAUNCH SALES is the stage where the company accepts money as booking amount from their prospective customers on account of their future projects.

POST-LAUNCH SALES after the launch of the projects are directly allotted the unit number. It maintains all details of a project along with associated clients.

Advance Features of DREAM LAND Manages multiple companies with their set up (Project Type, Area, Currency, Profession, Customer Bank, Company Bank, Customer Classification). Reduce complexity because of flow of data related to the selected company. Manages multiple projects. Facility of selection of Tower & Plot/Villa type both or individually in the project

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Maintain all the detail of employee. Authentication of employee individually. Option of creation of different types of role. Registration process of employee with user name & password and allocate appropriate role.

Maintains complete details of the projects as per different parameters : Unit Type, Tower, Floor, Unit.

Rule based pricing for PLC, Other charge, Alteration, Extra Charge and IFMS.

Multiple Payment Plans for Basic, PLC and additional Services based on predefined as well as undefined dates.

Automatic or manual Approval of Application Form of customers.

Facility to Generate Unique Receipt No. and Registration No. for every customer automatic or manual.

Customer application form Shows Only Available Unit for normal booking. It contains Multiple Applicant Facility and the fields, which is required to store customer detail just like PLC, Other Charges, Contact Detail, Bank Loan Information etc.

Facility to define Different Discount Types that may be given at many stage of the project.

Auto Generated unit address and Editable for individual unit.

Unit Wise Pre Allocation of PLC and other charges.

Comprehensive Customer Detail (Individuals & Non-Individuals) with applicant payment file.

Allotment process only after the approval of booking and facility to view all the allotment within a duration.

Payment Plans are editable for individual customers.

Fund Transfer facility from one customer to another within or across the projects.

Facility to Credit and Debit for an individual customer.

Facility to Payment Refund and also view all the payment refund detail of the customer.

Shows Various Alerts on home page just like Booking waiting for approval, Pending Cheques, Bounce Cheques, Today s Due etc.

Auto Interest Calculation for delayed payments, which can be Global, Installment Wise & Customer Wise.

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Designed to Explore the Units available / unapproved / booked / Allotted / on-hold through various reports.

Reports available across various Projects for sales, collection, Outstanding etc.

Functionality of Change of Rate of unit types.

Manages Multiple Transfers and Surrender of unit with detailed history of transferors and transferees.

Enquiry Module designed to provide all the information about the customer and unit type which is enquired by the customer. It manages Follow Up detail also.

Provide the detail information of the enquiry either it is ongoing, successful or dump.

Shows Alert on home for today s follow up.

Transfer of Enquiry from one employee to another employee.

Detail Reports of the enquiry.

Broker Module manages complete Multi level Broker Hierarchy.

Customer application form Shows Only Hold Unit in the case of booking for unit which is hold by Broker.

Flexible Discount options by the broker. Broker's discount is adjusted with their brokerage payable.

Manages Hold and Unhold of unit by broker.

Other Features of DREAM LAND

Designed for Faster and Accurate data entry.

Highly Secured, strict user role base access.

Fully Menu driven and highly User Friendly.

Very Flexible, in confirmation with the requirements of real estate industry.

All reports are available in MS Excel. All Reports available for any Flexible Duration.

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Chapter: 3

(Discussions on training)

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3.1 Work Profile

Preparing presentation and present at the front of the client Maintaining relationship Participates in the promotional activities Taking feedback with the help of e-mail

3.2 Key learning

What is the mean of the customer relationship management and which is the best way to maintain customer relationship in IT industry?

My key learning is that relationship with customer helps to increase brand loyalty and it’s a long term strategy which helps to increase sales revenue year by year. The aim of CRM is to establish a relationship with one’s customers through affinities, personalized communications, and product/service offerings. For CRM to work effectively, a database is required. While CRM relies on technology specifically designed for managing customer relationships, there are overlapping characteristics of CRM and database marketing. Suffice it to say at this point that many of the techniques employed in database marketing are necessary to develop an effective CRM program. Numerous other companies have established comprehensive databases on existing and potential customers both in the United States and internationally. IMC Perspective 14-1 provides additional examples. Database marketing has become so ubiquitous that many people are concerned about invasion of privacy. Direct marketers are concerned as well. The Direct Marketing Association (DMA), the trade association for direct marketers, has asked its members to adhere to ethical rules of conduct in their marketing efforts. It points out that if the industry does not police itself, the government will.

CRM becomes more important because its increase the awareness of the organization and with the help of feedback forms we can improve the quality service. We can customize our product as the preferences of the customer. It’s difficult because customers had unlimited need and want and not easy to satisfy him/her.

Because of this reason I suggested my mentor that Sir first we have make a certain criteria which we can improve according to consumer needs. My mentor told me that face to face interaction more important as compare virtual interaction. But in B2B business clients has not enough time so we are put a mail in the mailbox of the client and weight for positive response of the client.

What is the ERP? When you search for "ERP" on the web, the sheer amount of information that comes up can be overwhelming—not to mention a little confusing. Every website seems to have its own definition of ERP, and one ERP implementation can vary widely from the next. These differences, however, underscore the flexibility that can make ERP such a powerful business tool.

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To get a deeper understanding of how ERP solutions can transform your business, it helps to get a better sense of what ERP actually is and how it works. Here's a brief introduction to ERP and why it seems like everyone's talking about it. ERP is an acronym for Enterprise Resource Planning, but even its full name doesn't shed much light on what ERP is or what it does. For that, you need to take a step back and think about all of the various processes that are essential to running a business, including inventory and order management, accounting, human resources, customer relationship management (CRM), and beyond. At its most basic level, ERP software integrates these various functions into one complete system to streamline processes and information across the entire organization.

The central feature of all ERP systems is a shared database that supports multiple functions used by different business units. In practice, this means that employees in different divisions—for example, accounting and sales—can rely on the same information for their specific needs.

ERP software also offers some degree of synchronized reporting and automation. Instead of forcing employees to maintain separate databases and spreadsheets that have to be manually merged to generate reports, some ERP solutions allow staff to pull reports from one system. For instance, with sales orders automatically flowing into the financial system without any

manual re-keying, the order management department can process orders more quickly and accurately, and the finance department can close the books faster. Other common ERP features include a portal or dashboard to enable employees to quickly understand the business' performance on key metrics.

A Brief History of ERP

The term ERP was coined in 1990 by Gartner1, but its roots date to the 1960s. Back then, the concept applied to inventory management and control in the manufacturing sector. Software engineers created programs to monitor inventory, reconcile balances, and report on status. By the 1970s, this had evolved into Material Requirements Planning (MRP) systems for scheduling production processes.

In the 1980s, MRP grew to encompass more manufacturing processes, prompting many to call it MRP-II or Manufacturing Resource Planning. By 1990, these systems had expanded beyond inventory control and other operational processes to other back-office functions like accounting and human resources, setting the stage for ERP as we've come to know it.

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Today, ERP has expanded to encompass business intelligence (BI) while also handling "front- office" functions such as sales force automation (SFA), marketing automation and ecommerce. With these product advancements and the success stories coming out of these systems, companies in a broad range of industries—from wholesale distribution to ecommerce—use ERP solutions.

Moreover, even though the "e" in ERP stands for "enterprise," high-growth and mid-size companies are now rapidly adopting ERP systems. Software-as-a-Service (SaaS) solutions— also referred to as "cloud computing"—have helped fuel this growth. Cloud-based solutions not only make ERP software more affordable, they also make these systems easier to implement and manage. Perhaps even more importantly, cloud ERP enables real-time reporting and BI, making them even valuable to executives and staff seeking visibility into the business.

As a result, companies of all sizes and a wide range of industries are transitioning to cloud ERP systems. In fact, Forrester predicts that SaaS-based ERP adoption will rise 21 percent annually through 2015.2 When you stop to consider the benefits of ERP, it's easy to see why it's become so popular and why its use will continue to grow so rapidly.

The Business Value of ERP

At its core, ERP helps employees do their jobs more efficiently by breaking down barriers between business units. More specifically, an ERP solution:

Gives a global, real-time view of data that can enable companies to address concerns proactively and drive improvements

Improves financial compliance with regulatory standards and reduces risk

Automates core business operations such as lead-to-cash, order-to-fulfillment, and procure-to-pay processes

Enhances customer service by providing one source for billing and relationship tracking.

When you add up these advantages, the value of ERP—particularly cloud ERP—is clear. With an ERP solution, employees have access to accurate information that enables them to make better decisions faster. Not only that, but ERP software helps to eliminate redundant processes and systems, dramatically lowering the cost of doing business overall.

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How ERP work?

ERP combines several innovative and conventional regulatory tools in a repeating process to improve or sustain overall sector performance. Compliance assistance materials explain what facilities need to do, facility certifications state that they are doing it, and agency inspections of a representative sample of facilities document and verify overall sector performance. Performance data, in turn, inform and help states improve the next round of compliance assistance and better target enforcement actions.

The figure below shows the typical steps in an ERP cycle using all ERP tools. Because states have adapted ERP for a variety of circumstances, they sometimes pick and choose from the full set of ERP tools or steps depending on a particular sector’s circumstances. In addition, many states have successfully implemented ERPs with voluntary submission of self-certifications, when mandatory certification was not feasible.

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Chapter: 4

(Research Problem)

55

4.1 Research Problem Satisfaction level of clients of RPJ Infotech Pvt Ltd. for Dream Land (Enterprises resource planning) software in Delhi (NCR)

4.2 Research Objective To find out the satisfaction level of the clients in Delhi (NCR)

4.3 Research Design: The research methodology used here is an explorative approach.

Target Audience:

Data collection method:

Realstate organization

Secondary research: Data was complied, and objective was framed to administer

primary research. Primary research: The main objective of the research was carried out in this stage, which include field work and collection of data that exist through questionnaires. With the help of e-mail

Questionnaire Construction

Keeping the project objective in mind questionnaire was prepared covering all the essentials of getting information both from duct

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CHAPTER-5

(ANALYSIS)

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5.1 Analysis of data

Rate following (1 for best and 5 for worst)

1

Processing speed

Cost of the software

Outcome quality

Complexity

6

4

11

21

2

17

7

19

7

3

12

27

7

8

4

4

2

3

3

5

1

0

0

1

Total

40

40

40

40

Processing speed: Out of 40 clients, 6 peoples are satisfied with the speed of the Dream Land software and other 17 people are not completely satisfied but they processing speed of the Dream Land was good, 12 people told that its speed average and rest of the 5 people are not satisfied.

Cost of the software: Out of 40 clients, 4 peoples are completely satisfied with the cost of the software and 7 peoples are slightly agreed that the cost of the software fine as the comparison of competitor. 27 peoples told that the software cost not high or not low its average and rest of the 2 peoples told that the cost of the software was bad for this reason we concluded that the cost of the software is good . Good means affordable in price.

Outcome quality: Out of 40 clients, 11 peoples are completely satisfied with the outcome of the dream land and 19 peoples were slightly satisfied with the outcome of the software, 7 peoples are told that outcome of the Dream Land average hence we comes on that result outcome quality of the was good.

Complexity: Out of 40 clients, 21 people told that it was complex and 7 people told that it’s slightly complex i.e. 1/3 of the people told that its complex as compare than their expectation hence we have to reduce the complexity of the dream Land.

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5.2 Conclusion of the research:

With the help of web chart I try to conclude my research which helps to know about the

processing speed 30

25

20

15

10

5

complexity 0 cost of the software

1

2

3

4

5

outcome quality

I find out that complexity of Dream Land is high Cost of the software average Outcome quality of the Dream Land software good and clients satisfied with the outcome of the software Processing speed of the software good but required to improve processing speed

5.3 Limitation

Sampling was a bit confined to certain regions more areas could have been touched. Limited time frame restricted most of the visit. Less number of patients visits the hospitals. Because of less power most of the potential zones were left untouched.

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Conclusion

In conclusion, there were many things that I have experience and learned during

my winter Training at RPJ Infotech Pvt Ltd. The whole training period was very interesting,

instructive and challenging. I found a great potential of ERP software in IT industry . Through

this training I was able to gain new insights and more comprehensive understanding about how

to prepare feedback form and conduct market research and also presenting presentations at the

front of clients. The 45 days training also has provided me the opportunities to develop and

improve my communication skills and interpersonal skills. I had gained a good experience

talking with the patients as well as with the clients. As my internship, I found out that ERP

software acts much important part in Realstate industry and complexity creates problems at the

front of customers. ERP helps to maintain Just in time in organization. Internship also the best

ways to prepare student in facing the real working life, As a result of the program now I am more

confident to enter the employment world and build my future career.

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Appendices

ERP Feedback form (online form)

First name*

Last name*

Company

E-mail address*

Software name *

Version*

Rate following (1 for best and 5 For worst)

1

Processing speed Cost of the software Outcome quality Complexity

2 3 4 5

Description of software *

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Bibliography

1. Origen of Indian industry : http://bestbizx.wordpress.com/tag/origin-and-history-of- indian-it-industry 2. Growth and present status of industry: http://www.economywatch.com/india-it- industry/growth.html 3. Kenneth C. Laudon, Carol Guercio Traver, Jane P. Laudon, Information Technology and Systems, Cambridge, MA: Course Technology, 1996. 4. Stan Augarten, BIT By BIT: An Illustrated History of Computers (New York: Ticknor & Fields, 1984). 5. R. Moreau, The Computer Comes of Age: The People, the Hardware, and the Software, translated by J. Howlett (Cambridge: MIT Press, 1984). 6. Telephone History Web Site. http://www.cybercomm.net/~chuck/phones.html, accessed 1998. 7. Microsoft Museum. http://www.microsoft.com/mscorp/museum/home.asp, accessed 1998. 8. www.rpjtech.com

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