copy of introduction to hcl edited lokesh

A

Project Report on

BRAND AWARENESS AND CUSTOMER SATISFACTION OF

HCL CDC

CONDUCTED ATHCL CDC, CHANDIGARH (HARYANA)

Submitted toKURUKSHETRA UNIVERSITY, KURUKSHETRA

IN PARTIAL FULFILLMENT OF THE REQUIREMENTFOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION (M.B.A)

(SESSION 2010-2011)

Under Supervision of: Submitted by:MR. VIKAS ARORA LOKESH GARG

HOD M.B.A. Dept. Roll No-785

1

DECLARATION

I LOKESH GARG, student of MAHARAJA AGRASEN INSTITUTE OF

MANAGEMENT & TECHNOLOGY , JAGADHRI hereby declare that all the

information, facts and figures furnished in this report are based on my own

findings and experience collected, during my project in HCL CAREER

DEVELOPMENT CENTER. This information has been used for purely

academic purpose.

I hereby declare that material provided in this report is original and has not been

submitted anywhere for any other diploma or degree.

The project report is the result of my own hard work and self belief.

LokeshGarg

2

PREFACE

The present era is that of business and trade, without which probably the world would not

survive for even the second day. Amongst increasing competition, quick thinking, faster

decision making based on a complete knowledge and proper implementation of the decisions

taken has become a must.

Keeping all this into mind, MBA course has been designed to make the students learn the

virtues of how business is to be managed efficiently and effectively, keeping into mind the

long-term objectives of growth as well as profitability.

A part of the completion of the course involves industrial training in the industry, which

helps the students get complete practical exposure to the ways in which business is done and

also get an insight into management practices followed by the industry. My industrial

training gained more significance as I did my training at one of the most professionally and

efficiently managed corporate in India: HCLCAREER DEVELOPMENT CENTER; which

was a tremendous learning experience for me.

The project assigned is under the guidance of Mr. VINOD RAI. I learned a lot regarding

administration of business from Mr. VINOD RAI during my tenure, an experience that

will probably help me a lot when I will join the corporate world.

3

ACKNOWLEDGEMENT

Any work of this magnitude requires the input, efforts and encouragement of people from all

the sides. In this project report I have been fortunate in having got the active co-operation of

many people, whom I would like to thank.

I am deeply indebted to Dr. RAJ KUMAR GOEL (Director) & my worthy thanks to

my training & placement officer Mr. ADARSH AGGARWAL for their valuable contribution

during the academic session & guidance in preparation of this project report.

It gives me great pleasure to express my heartful gratitude to my lecturer DR. SHUCHI

for guiding me through his efforts at each and every step. I humbly submit that without his

efforts this project would have not been conceptualized nor materialized

I would like to thank Mr VINOD RAI for giving me an opportunity to work and

enlightening my ways whenever. I need in completion of this. project. Their able guidance

and support helped me a lot.

LOKESH GARG

4

DECLARATION

I hereby declare that the following documented project report titled “BRAND AWARENESS

AND CUSTOMER SATISFACTION OF HCL CDC “is an authentic work done by me.

The study was undertaken as a part of the course curriculum of MBA full time program

Kurukshetra University, Kurukshetra.

LOKESH GARG

5

TABLES OF CONTENTS

Introduction

Industry overview

HCL Company profile and facts

Significance of study

Objectives of study

Research Methodology

Review of Literature

Research Design

Sample Design

Data

Data Analysis and Interpretation

Findings

Suggestions

Conclusion

Limitations

Bibliography

Appendix

Questionnaire

6

Computers and Information Technology - Industry Overview

Information science is the science that investigates the properties and behaviors of

information, the forces governing the flow of information, and the means of processing

information for optimum accessibility and usability. The field is derived from those related to

mathematics, logic, linguistic, psychology, computer technology, graphic arts, management

and other fields.

A nation’s development potential depends upon its ability to continuously educate its

population and its ability to create armies if skilled manpower. In particular, use of

Information Technology (IT) in acquiring knowledge and skill has become an essential

element in education and training. These IT elements in the educational process have magical

effects.

Higher education without the support of IT makes the lives of learner and teachers equally

difficult. A nation’s intellectual strength depends upon IT support. The use of computing and

communication technology to enhance the efficacy of transaction and productivity is the

driving force in this new era of social and economic transformation in the new society called

Information Society.

A strong IT structure can give an institution a competitive advantage for the best students and

faculty and an advantage in competition for absorbing external research and grants to execute

studies, research etc. in a short time and with great resolution.

IT with reference to ‘TECHNOLOGY IN EDUCATION’ encompasses one or more of the

following:

Vocational training tools, such as CBT (Computer Based Training), CAD (Computer Aided

Design), etc.

Computer and computer-based systems for instructional delivery and management, e.g. CAI

(Computer Aided Instructions) etc.

Internet/web based education e.g. not only educational information with text, graphics but

also courses are offered by various web sites.

7

Education forms the backbone of a nation and is one of the most important key indicators of

a country’s growth and development. In fact the rise of knowledge economy at a global level

has once again reinforced education, in all its forms (elementary, secondary, higher,

vocational, and adult) , as the key economic and business driver.

In the past, government was the sole education provider as it was primarily considered a

social service. However, with liberalization and globalization of economy, it has become

evident in the last decade or so that the government cannot alone can bear the cost of the

education sector. The private sector has stepped in to fill the gap and has increasingly

enhanced its profile in education over the last decade. This had led to a growing debate in

recent times on India’s Educational Policy and the changes required making the education

sector more vibrant and flexible to meet the rapidly diversifying needs of our growing

economy.

India entered the computer scene at a time when the world was switching over from

mainframe computers to personal computers. In 1990 India caught up swiftly with the

technologically advanced countries to emerge as a key player on the world software map.

The presence of hardware giants like the IBM, HCL and Hewlett Packard ensured instant

transfer of hardware technology and we witnessed the launch of new products simultaneously

in India and the west. In a decade India had been acclaimed for having the best software

professionals. This was largely due to the involvement of the world’s major players who

opened software development centers to derive their competitive advantage. At the turn of

this millennium the industry got a steady impetus with convergence technologies initiating

jobs in the service sector. India’s IT industry is worth Rs. 16, 000 or 1.2 billion dollar share

in the world market.

The IT growth was, however, faced by critical anomalies. While India boasted of steep

progress and global growth of the industry, it confronted a dismal underdeveloped and

overstretched IT infrastructure. Problems such as poor access and poor service dogged even

basic services. This called for a complete restructuring of basic infrastructure required by the

8

industry. Software technology parks committed to providing to these critical anomalies

facing this sunshine industry were set up. The policy of Indian government initiated private

IT firms to bring the latest technologies which would expand computer networks. Online

education is an outcome of the invasion of computers in education. Numerous educational

courses, references, institutional information, application and admission processes are now

available with the massive computerization of education sector.

9

HCL

Company profile and facts

HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 6.5

billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies and

HCL Info systems.

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups.

Its range of offerings span R&D and Technology Services, Enterprise and Applications

Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems

Integration and Distribution of Technology and Telecom products in India. The HCL team

comprises 63,000 professionals of diverse nationalities, operating across 23countries

including 360 points of presence in India.

HCL has global partnerships with several leading Fortune 1000, including several IT and

Technology majors.

Along with the swiftly growing software technology industry, HCL, which was hitherto

known as the pioneer in modern computing made the advent into software development.

HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the

software services arena.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest

BPO operation, and manages the network for Asia's largest stock exchange network apart

from designing zero visibility landing systems to land the world's most popular airplane. And

this it does across 18 countries and across 360 service locations in India.

HCL ENTERPRISES

10

HCL Technologies

11

• HCL Technologies is one of India’s leading global IT Services companies, providing

Software led IT Solutions, remote infrastructure management services and BPO. The

company leverages an extensive global offshore infrastructure and its global network of

offices in 16 countries to deliver solutions across select verticals including Financial

Services, Retail and Consumer, Life Sciences Aerospace, Automotive, Semiconductors,

Telecom and MPE (Media Publishing and Entertainment). For the ending 31st March 2008,

HCL Technologies, along with its subsidiaries had revenue of US $ 1.7 billion and employed

48, 802 professionals.

HCL TECHNOLOGIES

HCL TOUCH

HCL COMNET

BPO’s

KPO’s

HCL Infosystems12

.

HCL Infosystems, with revenues of US $ 3.1 billion, is India's premier information enabling

company. Leveraging its 27 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 business, 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 SSO's (System

Support Organization) capabilities in supporting installation types ranging from single to

large, multi-location, multi-vendor & multi-platform spread across India. The SSO,

comprising a direct support force of over 1600+ members, is operational at 170+ locations

across the country and is the largest such human resource of its kind in the IT business.

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

networking consultancy and a wide range of support services. HCL Infosystem

manufacturing facilities are ISO 9001-2000 and ISO 14001 certified and adhere to stringent

quality standards and global processes. It is rated among the leading players in all the

segments, comprising domestic IT products, solutions and related services, including PC’s,

servers, networking products and communication products. HCL Infosystems owns the

brand of ingeniously developed and manufactured, most popular PC-‘Ezeebee’, ‘Busybee’,

Beanstalk’ and ‘Infinity’- and iys robust manufacturing facilities.

HCL Infosystems has a long standing relationships with world technology leaders such as

SUN for enterprise computing solutions

INTEL and AMD for PC’s and pc servers

MICROSOFT, NOVELL and SCO for operating systems and software solutions

Toshiba Corp. for business automation equipment

SAP AG for specialist ERP solutions

13

ORACLE, SYBASE and INFORMIX for RDBMS Platform, EMC

VERTAS for storage solutions.

HISTORY AND MILESTONES

14

PARTNERSHIPS

15

HCL has always prided itself on its partnership engagements. Partner models are also

evolving in the technology industry. Innovation has extended into the ecosystem and

community based engagements are coming into play. HCL has also enhanced its

relationships with partners and is creating a variety of innovative partnership models, with

various approaches to risk-reward sharing. Some of the notable partner engagements:

PRODUCTS

16

AWARDS AND ACCOLADES

17

3rd most-valuable ICT brand after Microsoft & Intel - by Plan man Consulting & ICMR

Research

Amongst the top 10 in brand association and brand loyalty - by Plan man Consulting &

ICMR Research

21st most-valuable brand - by Plan man Consulting & ICMR Research

Amongst India’s 100 most Valuable Brands 2007 - by ICMR & 4Ps

CNBC AWAAZ Consumer Award 2007 for most preferred personal computer brand

The most Admired Retailer of the year 2007 - by India Retail Forum

Excellence in Quality Management Award by ELCINA - Dun & Bradstreet for 2006-

07

Best Employer of the year 2007 - by DATAQUEST in collaboration with IDC India

Excellence in Environment Management by ELCINA - Dun & Bradstreet

HCL Career Development Center

18

HCL in Training

The company has ventured into the field of IT training with an objective to meet the

increasing demand for skilled professionals from organizations across the country.

HCL Infosystems provide specially designed programs in high-end Software, Hardware and

Networking solutions. There are more than 130 fully operational HCL training centers in all

the major locations across the country.

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 Career Development

Centre (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 HCL’s longstanding

expertise in the space and become Industry ready IT professionals.

Maintaining Quality - One of the key elements to HCL's success is its never-ending

pursuit of superior quality in all its endeavors.

HCL Infosystems -believes in the Total Quality Management philosophy as a means for

continuous improvement, total employee participation in quality improvement and customer

satisfaction. Its concept of quality addresses people, processes and products.

HCL Edge

19

Interview Skills, Mocks, Comm. Skill sessions, Finishing School.

Special session on Stress Management.

Educational Trip to HCL manufacturing Plant on Approval.

HCL Technology and Intellectual Books.

Self - Asset Management System/ Quality Testing before Placement Assistance

Placement Assistance.

Infrastructure sharing @ 15% with the college.

HCL CDC ADVANTAGE

20

PARTIAL LIST OF CUSTOMER

21

HCL GLOBAL EDUCATION PARTNER About HCL CDC

22

It is an initiative that enables aspiring individuals to benefit from HCL’S longstanding expertise in the space and become Industry ready professionals. 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.

24

A pioneer in IT industry and a leader of 31 years, HCL has been on the forefront of most of the innovations in the Information Technology. With strengths in hardware, software and networking technologies, HCL has emerged as a global leader in IT space. To enhance its market reach and strength, HCL has tied up with global technology leader’s viz. Microsoft, Oracle, Cisco, Red Hat, IBM and Thomson Prometric. These alliances will help students learn the contemporary technologies through different modes of learning.

COURSES OFFERED

25

PROGRAMMES OFFERED

26

CAREER PROGRAMS

These are the programs which are of long duration.

HCNA (HCL Certified Network Associate) : 1 year durationHCNP (HCL Certified Network Professionals) : 2 year durationHCNE (HCL Certified Network Engineer) : 3 year duration

MODULAR PROGRAMS

These are the modules which are of short duration:

Implementing Windows Application using VB.NET(2 Months) – 80 Hrs. Implementing Windows Application using C# (2 Months) – 80 Hrs. Core Java 1.5 (2 Months) – 80 Hrs. Advance Java 1.5 (2 Months) – 80 Hrs. Oracle DBA (4 Months) – 160 Hrs.

INTRODUCTION OF THE PROJECT

Project Name

27

Brand Awareness and Customer Satisfaction

Significance of the Study

Project will focus on potential of big companies in the given vertical & to create more brand

awareness of HCL CDC as a brand & also to create a new market in the given vertical which

is still unexplored also understand the mindset of students while joining the course for their

future development and other things they keep in mind at that time regarding their future

prospects. It will also recommend the points to HCL CDC to improve upon to increase its

market share in education industry and to increase the satisfaction of the customer.

RESEARCH OBJECTIVE

The team was assigned with the task of predicting the customer behavior towards HCL

CDC Courses in education Industry as a part of the summer training curriculum. The entire

project was divided into two parts:

a) To know the satisfaction of customers about HCL CDC.

b) To know the HCL’S position in the market with respect to its competitors.

c) To study the factors affecting the courses offered by HCL CDC and suggestions.

Based on the Market research conducted the team was expected to submit a project report on the same.

RESEARCH METHODOLOGY

RESEARCH DESIGN

28

As mentioned above that HCL started its career development center two years ago

only .Consequently, people are not much aware about HCL’s presence in education industry.

So, to check the brand awareness among people and the satisfaction of students who are

persuing courses from HCL CDC or have completed their course, a research was conducted.

STATEMENT OF THE PROBLEM

Are people aware about the HCL’S presence in providing computer education?

When people hear about HCL, only HCL Technologies and HCL Info systems strike their

mind. Most of the people till date are not aware about HCL’S presence in computer

education. It means people are not much aware of HCL’S Career Development Centers. So,

HCL needs to make more efforts to promote its Career Development Centers. Also HCL

CDC needs to achieve the maximum customer satisfaction to stay in the long run in

education industry.

TYPE OF RESEARCH : Descriptive studies

Descriptive research studies are those studies where the problem is partially known and we

do the detailed analysis of the problem. Descriptive studies help in understanding and

assessing the critical issues of problems. In short, descriptive research can be used to draw

results.

SOURCE OF DATA : Primary data & Secondary data

Primary data was collected from students through a structured questionnaire comprising of

various questions for analyzing brand awareness and customer satisfaction . The resumes of

the students who apply for job and the databases already lying with HCL CDC are used as

secondary data. Also I took the help of internet for data collection.

29

RESEARCH INSTRUMENT : Structured questionnaire

A structured questionnaire, is one in which the questions asked are precisely decided in

advance. When used as an interviewing method, the questions are asked exactly as they are

written, in the same sequence, using the same style, for all interviews. Nonetheless, the

structured questionnaire can sometimes be left a bit open for the interviewer to amend to suit

a specific context.

SAMPLING PLAN

SAMPLING METHOD : probability sampling (Convenient)

Convenience sampling is the selection of units from the population based on their easy

availability and accessibility to the researcher is known as convenient sampling.

SAMPLE UNIT : Students

SAMPLE SIZE : : 100

AREAS COVERED : Punjab University, Sec. 34 Chandigarh.

Market Area, Sec. 17.

PLAN OF DATA ANALYSIS:

The primary data collected through the survey was analyzed step by step in the following

manner:

30

The information thus obtained from the questionnaire was put into the excel sheet.

Bar diagrams were used to make comparisons among institutes.

Finally, findings, suggestions and conclusion were derived.

FIELD WORK

The field work for research was conducted, which involved face to face interview with the

respondents. During the survey, feedbacks have been taken regarding the HCL Career

Development Centers from the respondents.

COMPARISON OF HCL CDC, NIIT& JET KING

31

INSTITUTES HCL CDC NIIT JET KING

HEADQUARTER NOIDA NEW DELHI MUMBAI

YEAR OF

ESTABLISHMENT

1976 1981 1990

PRESENCE IN

COUNTRIES

19 30 01

ADVERTISEMENT NIL TV +

NEWSPAPERS

TV+

NEWSPAPERS

CERTFICATIONS HCL+

INTERNATIONAL

CERTIFICATIONS

NIIT

CERTIFICATES

JETKING

CERTIFICATES

FEE STRUCTURE VERY HIGH REASONABLE REASONABLE

ANALYSIS ON THE BASIS OF STRENGTHS

HCL CDC’S STRENGTHS

32

Brand value

HCL’S worth of mouth

Deals with all parts of IT which none other institutes do.

Placements through centralized HR department

Dual certifications provided

Seven gold partners

NIIT’S STRENGTHS

Good infrastructure

Wide product portfolio starting from the BASICS to high- tech programs

Strong promotion through TV and Newspapers.

Long time of establishment(1981)

Reasonable cost

Good courseware

JETKING’S STRENGTHS

Leader in Hardware and Networking

Good infrastructure

Reasonable cost

Branding strategies like seminars etc. specially in regions like Himachal Pradesh.

INTERPRETATION

33

Analyzing the strengths of HCL CDC, NIIT and JETKING, we can interpret that while

promoting its brand in computer education, HCL CDC can leverage its strengths. HCL CDC

can focus on the weight age of the certifications provided at its career development centers.

The first certificate is provided by HCL Company itself. The second certificate is provided

by international companies like Microsoft, Red hat, Cisco, Oracle, Prometric, SDI, IBM etc.

These are the seven gold partners of HCL CDC. HCL CDC conducts test for certifications by

these companies at its Prometric centers. The other benefit attached to it is that HCL CDC

provides vouchers (i.e. discount coupons) for these tests which is 20-30% of the total fees for

the test. The facility of certification by so companies is not provided by NIIT or Jet king. If

the student clears the test then he is provided the clearance certificate of the respective

international company. But if the is not able to clear the test then he/she is provided with

participation certificate. These certifications are valid globally. Both the certificates provided

by HCL CDC are of immense value and gives advantage to the students.

Apart from certification, HCL CDC provides hands on experience to the students through the

live projects. This facility is not available in either of NIIT or Jet king.

Certifications provided and the skills gained through live projects make an industry ready IT

professional. HCL CDC provides 100% job assistance to these fresh professionals.

Moreover, HCL is a well established brand so it does not require much advertisement. But to

sustain in the market and to grow HCL CDC needs good word of mouth. This can be ensured

if the students completing the programs are satisfied. The commitments given to the students

in terms of the courseware, duration of the program, facilities etc. should be met by the

company. This is so because these students would carry with themselves the image of HCL

CDC. They would go in the market and act as a promotional tool for HCL CDC.

ANALYSIS ON THE BASIS OF WEAKNESS

34

HCL CDC’S WEAKNESSES

Time of establishment

Lesser advertisement

High fees

NIIT’S WEAKNESSES

Placements are not that good

Parametric centers

JET KING’S WEAKNESSES

Brand value Does not provide high-tech programs in software programming Placements

INTERPRETATION

35

As HCL started its career development centers in 2006, so it is taking time in spreading

awareness about these centers and its presence in providing computer education. So, time of

establishment of HCL CDC is responsible for lesser extent of brand awareness among the

students. Moreover, if HCL has taken the initiative of providing the computer education to

the students, so it should cater to the needs of all kinds of students as NIIT is doing by

providing programs starting from BASICS to high tech programs. So, HCL CDC should

widen their product portfolio. High fee structure is also one of the problems for HCL CDCs.

HCL being a brand charges high fee for its programs. HCL CDC has to charge high fees

because of its high brand value, certifications and other facilities. These are students who are

interested in learning a program from HCL CDC but cannot afford its high fees.

Although HCL CDC gives a chance to the students to avail the benefit of scholarship and get

some financial relief. The scholarship test conducted by HCL CDC is known as YPSE i.e.

Your Pratibha Scholarship Exam. This exam is conducted in either August or September

every year. The top 10% of the students are provided scholarships.

But this scholarship program cannot help all the financial driven students and hence effect

the business of HCL CDC. Here HCLCDC’S competitors i.e. NIIT and Jet king enjoy an

advantage of cost.

Market Share of Different Institutes

36

We can also compare the institutes on the basis of the market share captured by them.

Market share of NIIT : 37%

Market share of Jet king : 25%

Market share of HCL CDC : 27%

Others : 11%

37%

25%

27%

11%

NIIT

NIITJet kingHCL CDCOthers

37

Questionnaire of Brand Awareness

Towards

HCL CDC Courses

DATA ANALYSIS

38

INTEREST IN IT

Q.1: Do you have an interest in IT for the future growth or just learning sake?

Yes No

Particulars No. of respondents %

Interested in IT 52 52

Not interested in IT 48 48

Total 100 100

52

48

INTERESTED IN IT

Interested in ITNot interested in IT

INTERPRETATION

39

From the pie chart it can be interpreted that 52 students out of a sample of 100 are interested

in IT for their future growth or just for purpose of learning. This is so because of the fact that

IT has become has a necessity these days as it is involved in almost every field. This fact is

also mentioned by HCL CDC in its website.

This interpretation is in support of the chart shown before which shows the trend of increasing number of engineering graduates and IT professionals. Rests 48% do not want to make their career in IT. This segment of people comprises of medical students, students pursuing courses lake aviation programs, hospitality etc.But the whole gist of the interpretation boils down to the print that more than 50% students want to make their career in IT. It is an appreciable figure. It is the good news of the institutes like HCL CDC which aims at providing technical knowledge to the students and to make them industry ready professionals.

40

CAREER OPTIONS IN IT

Q.2: If yes, in which field you would like to make their career?

HARDWARE SOFTWARE NETWORKING OTHERS


Hardware 11 11

Software 54 54

Networking 31 31

Others 04 04

Total 100 100

INTERPR ETATION

41

11

54

31

4

SOFTWARE

HardwareSoftwareNetworkingOthers

It can be interpreted from the pie chart that 54% students who want to make their career in IT

want to go for software programming, 31% for networking, 11% for hardware programs and

only 4% for any other program like web designing, CAD etc.

EXTENT OF BRAND AWARENESS

Q.3: Are you aware about HCL CDC?

YES NO

In this analysis the extent of brand awareness is checked percentage of respondents were

aware about HCL’S Career Development Centers?

Particular No. of respondents %

Aware about HCL CDC 49 49

Not Aware about HCL CDC 51 51

Total 100 100

42

4951

NOT AWARE ABOUT HCL CDC

Aware about HCL CDCNot Aware about HCL CDC

INTERPRETATION

From the pie chart it can be interpreted that Out of the 100 respondents, 49% were aware

about HCL’S Career Development Centers. This means HCL needs to promote its Centers at

a large scale. This can be done through various promotional tools like TV, Newspapers etc.

PREFERRED MEDIUM FOR UPDATION

Q.4: If we want to update you about latest in IT, how would you like to get information?

E-MAIL TELEPHONE SEMINAR HOUSE VISIT


E-mail 39 39

Telephone 24 24

Seminars 30 30

House visit 07 07

43

Total 100 100

39

24

30

7

E-MAIL

E-mailTelephoneSeminarsHouse visit

Every organization or company needs to spread awareness and update the people about their

products. For this purpose different modes can be used like e-mails, seminars, etc. Seminars

can be conducted if we need to spread the message among the mass. Telephone calls can be

made to have two-way interaction so that all the queries of the receiver can be met. This

encourages better delivery of the message. House visit is another mode when the other means

fails.

INTERPRETATION

From the pie chart it can be interpreted that 39% people want to update through e-mails. This

also shows that internet or IT has become a part of their daily life. E-mail is the response of

the majority of the respondent’s because informing through mails does not disturb their daily

life. They can check the mails whenever they get time. But other means like telephone and

seminar affect their daily routine and ask for sometime from their busy schedules.

44

This chart also shows that 39% people want to be updated through e-mails, 30% through

seminars, 24% through telephone and only 7% through house visit.

POTENTIAL AREA FOR BUSINESS

Q.5: Which area do you belong to?

CHANDIGARH HIMACHAL PRADESH PUNJAB OTHERS


Chandigarh 57 57

Himachal Pradesh 06 06

Punjab 27 27

Others 10 10

Total 100 100

45

57

6

27

10

CHANDIGARH

ChandigarhHimachal pradeshPunjabOthers

INTERPRETATION

This chart shows that out of a sample of 100, 57% students were belong to Chandigarh, 27%

students from Punjab, 6% from himachal Pradesh and 10% of the students were come from

other states.

From the pie chart we can be interpreted that HCL CDC is situated in Chandigarh. So,

maximum business will come from the same area only. Although students from other areas

like Punjab and Himachal Pradesh are also interested in learning some computer program

from HCL CDC but due to demographic problem they find it difficult to join HCL CDC. So,

we can conclude that maximum efforts should be put in promoting the brand in Chandigarh

and its nearby areas like Mohali, Panchkula, etc.

Q.6: How did you come to know about HCL CDC? FRIENDS NEWSPAPERS INTERNET

46


Friends 50 50

Newspapers 35 35

Internet 15 15

Total 100 100

50

35

15

FRIENDS

FriendsNewspapersInternet

INTERPRETATION

50% of the respondents said that they come to know about HCL CDC through friends, 35%

of them said that newspapers & 15% of the respondents said that they come to know about

HCL CDC through internet.

From the pie chart it can be interpreted that out of sample size of 100, 48 respondents came

to know about HCL CDC through friends. This interpretation puts emphasis on the fact a

word of mouth of company is a great promotional tool, so companies should try to eliminate

negative word of mouth and create a positive word of mouth.

47

Q.7: Did you know that HCL CDC was also offering the same program as NIIT & JET

KING?

YES NO


Yes 48 48

No 52 52

Total 100 100

4852

NO

YesNo

INTERPRETATION

From the pie chart, it can be interpreted that out of a sample of 100, 52 respondents didn’t know that HCL CDC offering the same program and 48 respondents know about the programs offered by the HCL CDC.

48

Questionnaire of Customer Satisfaction

Towards HCL CDC courses

ABOUT THE USAGE

Q1. Are you HCL CDC student currently?

Yes No

Particulars No. of Respondents %age of Respondents

YES 30 30

NO 70 70

Total 100 100

33

67

NO

YES NO

INTERPRETATION

49

This chart shows that only 33% of the students are doing courses from HCL CDC, and rest

67% Of the students are not doing courses from HCL CDC.

50

SATISFACTION OF QUALITY EDUCATION

Q. 2 Are you satisfied with the quality of education provided at HCL CDC centres?


Highly Satisfied 20 20

Satisfied 45 45

Neither STS Nor DSTS 15 15

Dissatisfied 08 08

Highly Dissatisfied 12 12

Total 100 100

INTERPRETATION

Above diagram shows that most of the students are satisfied with the quality of education

provided at HCL CDC centers . but we cannot ignore those who are dissatisfied, which

constitutes 20% of the total respondents.

51

20

45

15

8 12

Satisfied

Highly satisfiedSatisfiedN.S.N.D.DissatisfiedHighly dissatisfied

NEED OF IMPROVEMENT

Q.3 Do you feel that there is a need of some improvement in the technique and quality of

education provided at HCL CDC centres.


YES 25 25

NO 67 67

Can’t Say 8 8

Total 100 100

25

67

8

NO

YesNoCan't Say

INTERPRETATION

Above chart shows that most of the students don’t feel that there is any need of some

improvement in the tech. and quality of education provided at HCL CDC centres . yet

there are some students who feel some kind of improvement in quality. And 8 % student

can’t say anything about this.

52

RECOMMENDATION

Q .4 would you like to recommend your friend to join HCL CDC in future?


YES 82 82

NO 13 13

Can’t Say 5 5

Total 100 100

82

135

YES

YesNoCan't Say

INTERPRETATION

Above chart shows that most of the students will recommend or advise to their friends to

Join HCL CDC Courses in future. It shows that HCL is going in the right direction. And 5%

students can’t say anything about this.

53

FINDINGS

More than half of the respondents were interested in IT.

54% respondents are interested in making their career in software and 31% are

interested in networking.

Only 49% respondents were aware about HCL CDC.

54

39% respondents prefer e-mail as a medium for updation, while 30 prefer seminars.

57% respondents were belonging to Chandigarh. It shows that Chandigarh is the

potential area for business.

50% respondents came to know about HCL CDC through their friends. It shows that

HCL CDC should concentrate on student satisfaction.

52% students don’t know that HCL CDC is also offering the same courses as NIIT

and JETKING. It shows that students are not aware about HCL CDC courses.

Only 33% respondents were the students of HCL CDC.

45% respondents were satisfied with the quality of education provided at HCL CDC,

while 20 % were highly satisfied.

67% respondents don’t feel that there is a need of improvement in technique and

quality of education provided at HCL CDC.

82% students would like to recommend their friends to join HCL CDC.

SUGGESTIONS Most of the respondents were not aware about the HCL CDC. So, HCL needs to

promote its Centers at a large scale through various promotional tools like TV,

Newspapers etc.

55

HCL CDC needs to spread awareness and update the people about latest in IT through

e-mails & seminars.

Chandigarh is the potential area for generating the business of HCL CDC. So,

maximum efforts should be put in promoting the brand in Chandigarh and its nearby

areas.

HCL should try to eliminate negative word of mouth and create a positive word of

mouth because maximum no. of respondents come to know about HCL CDC through

their friends.

We feel that less emphasis is given on Hardware courses as compared to Software

courses. Hardware courses must also be given priority.

Regular touch with the mass should be maintained in forms of journals and

publishing in daily newspapers and magazines. This will put an impact on the

consumers mind.

Reason of dissatisfaction should be asked to those students who are dissatisfied with

HCL CDC.

Suggestions about the improvement should be taken from the students time to time.

CONCLUSION

The conclusion can be drawn as that the Technical Knowledge has become necessity these

days as 52 students out of 100 are interested in IT future growth or just for the purpose of

56

learning. This means these students must have felt the need of computer education

somewhere.

HCL being a heavy brand does not need heavy advertisement but it needs to make efforts to

spread awareness about their Career Development Centers. HCL can be use Newspaper and

TV to promote their brand in computer education.

HCL because of its location in Chandigarh can generate good business out of Chandigarh.

Also,

57

copy of introduction to hcl edited lokesh

Documents