Transcript
Page 1: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

(THE USES OF HCL PRODUCT)

Submitted to

ACCMAN INTITUTE OF MANAGEMENTIn partial fulfillment of

POST GRADUATE DIPLOMA IN MANAGEMENTApproved by AICTE, Ministry of HRD. Govt. of India

Submitted by

VIKRAM KUMARPGDM 2012-14

ACCMAN INTITUTE OF MANAGEMENT

Under the guidence of

Faculty Guide Industry GuideProf. Menka Sharma Mr. Manish RajFaculty Regional Sales ManagerACCMAN INTITUTE OF MANAGEMENT HCL Infosystem Ltd.Greater Noida Patna

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DECLARATION

I, herby declared to the best of my knowledge and belief that the summer

training report entitled as “A STUDY ON CUSTOMER BEHAVIOUR” (The uses of

HCL products) for HCL Infosystem being submitted to the partial fulfillment of

Post Graduate Diploma In Management (PGDM) is my original work and the

projectreport has not formed the basis for the award of any diploma, degree,

associate ship, fellowship or similar other titles. It has not been submitted to any

other university or institution for the award of any degree or diploma.

I, Vikram Kumar hereby declare that all this work purely done by myself on a

primary data and secondary. It is totally free from any biasness to any individual

or any group of people.

Date:

Place: Vikram Kumar

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ACKNOWLEDGEMENT

Industrial training is an integral part of any Management based program and

forthat purposes I had joined HCLInfosystems Ltd., India’s premier information

enabling company.

I take the opportunity to express my gratitude to all of them who in some or

other way helped me to accomplish this challenging project in HCL

InfosystemsLtd. No amount of written expression is sufficient to show my deepest

sense of gratitude to them.

I am very thankful to External Guide, Mr. Manish Raj (Regional Sales Manager),

Office Frontline Devision, HCL Infosystems Ltd., Patna and very grateful to Prof.

Menka Sharma, ACCMAN Institute of Management, Greater Noida for their

everlasting support and guidance on the ground of which I have acquired a new

field of knowledge. Thecourse structure created for this curriculum has benefited

with the inclusion ofrecent development in the organizational and managerial

aspects.

I express my sincere thanks to Mr. Priya Ranjan Sir and all the employees of HCL

Infosystems Ltd. for their kind co-operation during my summer project. I am

thankful to all the member of HCL Infosystem Ltd., Patna, which hasgiven me

valuable information in the part of my project.

Vikram Kumar

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PREFACE

The management as a discipline has attracted attention of the academician and practitioner to

a very great extent. Its importance has been growing day by day because the business

concerns, which have developed, are very large and complex, with many people working

together.

A very essential part of the management education is job training. The aim of jobtraining is

exposure of the management student in the field that is done to test the classroom learning.

Practical training is considered to be an essential part of all the professiona linstitutions and

those who are aspiring for Business Management Programme. This project is done in the field

of marketing.

As aspect of management education, which is receiving attention in the evaluation ofthe

practical training, is to bring actual environment in touch of BusinessManagement. It is rigidly

accepted that the theory widens one‟s thinking horizons viz.concepts of marketing

philosophies, but practice indicates the modern marketing and used in wide variety of settings

of products.

This project work has been done under the kind permission of HCL Infosystems ltd. (Patna). It is

undertaken in Patna (Main area) under the guidance of Mr. Manish Raj, Regional SalesManager

of HCL Infosystem ltd.

The report gives a true picture of the practical activities done by whole group withinthe

jurisdiction. The study area was limited to Patna (Main area). Hence result of the study can be

utilized in Patna (Main area) only.

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Table of Content

SL.No. PARTICULAR PAGE No.

1. EXCUTIVE SUMMERY 6

2. OBJECTIVE OF THE STUDY 7

3. SCOPE OF THE STUDY 8

4. COMPANY PROFILE 9-10

5. VISION & MISSION 11

6. PHILOSOPHY OF QUALITY 12

7. HISTORY 13-17

8. ABOUT HCL INFOSYSTEMS 18-20

9. 6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCL INFOSYSTEMS

21-22

10. BUSINESS MODEL 23

11. ABOUT HCL FRONTLINE DIVISION 24

12. ABOUT HCL OFFICE AUTOMATIONDIVISION 25

13. ALLIANCES & PARTNERSHIPS 26

14. KEY PARTNERSHIPS 27

15. PRODUCT AND SERVICES 28-32

16. COMPETITORS OF HCL FRONTLINE DIVISION 33

17. SWOT ANALYSIS OF HCL INFOSYSTEMS 34-35

18. RESEARCH METHODOLOGY 36-37

19. DATA ANALYSIS 38-43

20. RESULT AND FINDINGS 44

21. ROMMENDATIONS 45

22. CONCLUSION 46

23. BIBLIOGRAPHY 47

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EXECUTIVE SUMMARY

The main purpose of this project is to analyze the IT requirements of the companies, institutes

under a vertical or an industry. This project gives us an idea about the usage of IT and IT related

products in a given industry. It also helps us to get an insight into a given vertical and get to

know about the various pain areas, related to hardware. Since in business, almost all the

companies and their operations are majorly dependent upon information technology, and even

the small base companies are also getting digital, or in other words they are also hiring more

computers and other IT products instead of people. This project gives the information about

how information technology is helping companies to become more efficient and grow faster. It

also talks about the different IT companies which are in picture and are providing services to

various companies under the vertical.

The project also deals with the research about the presence of HCL as a brand. This research

also includes finding out the reputation, mind share, trends in buying behavior and also the

market share of HCL brand in the Corporate and Education sector. Research about presence of

other brands has also been done, which has helped in analyzing the competition of HCL with

other IT brands.

While carrying out this research, the emphases have also been laidon the type of IT product is

required in different offices and institutes, time of purchasing, and differences in the buying

behavior of Corporate and Institutes regarding the IT products. Surveys have been carried out

with the help of the questionnaires. Visits were made to various institutes and corporate offices

in Patna (Main area)

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Objective of the study:

To study Customer Satisfaction level towards the usage of HCL Products.

To identify the sources through which the customers were aware of HCL

Products

To identify the financing method used for the purchase of HCL Products.

To analyze the reasons which influence the purchase of HCL products

To find the market share of HCL in IT products.

To compare the use of IT products in institutes and business houses.

To explore the unexplored potential market of HCL

LIMITATIONS OF THE STUDY

The area for the survey was limited in and around PATNA

(Main area) only.

The time allotted for the project was from May 02 – Jul 02,

2013.

Some customers were unwilling to provide information.

Due to bias respondents might have given false information

which might lead to biased conclusions.

This study covers the sample size of 150 Customers for the

above period.

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Scope of the study:

As the data collected from Patna (Main area) city, the result cannot correlate to the entire city,So future researcher may concentrate on other regions.

This project is to improve their efficiency in the field of

marketing and also to

provide best service.

This project is helpful to do project in the concept of

customer service and to

know the information about customer’s expectations and

their needs among the product.

The study covers 150 customers in and around Patna city.

A study of this type could be useful in marketing field.

This helps to analyze the level of satisfaction of business

establishment with

respect to competitors.

This also helps to know for which aspect does customers

give gravity to buy a

computers.

This also included the activity of collecting suggestions from

the customers to

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improve the company’s performance and customer service.

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INTRODUCTION

COMPANY PROFILE

HCL Infosystem Ltd. is one of the pioneers in Indian IT market, with its origins in 1976. For over

quarter of a century, HCL have developed and implemented solutions for multiple market

segments, across a range of technologies in India. HCL have been in the forefront in introducing

new technologies and solution.

HCL Infosystem (HCLI) draws it’s strength from 29 years of experience in handling the ever

changing IT scenario strong customer relationship, ability to provide thecutting edge technology

at best value for money and top of it, an excellent service andsupport infrastructure. Today HCL

is country‟s premier information enablingcompany. It offers one stop shop convenience to its

diverse customers having an equally diverse set of requirements. Be it a large multi location

enterprise, or a small/medium enterprise, or a small office or a home, HCLI has a product range,

sales andsupport capability to service the needs of the customers. Last 29 years a part

fromknowledge and experience have also given us continuity in relationship with the

customers, thereby increasing the customer confidence in us.

Their strength can be summarized as:

Ability to understand customer‟s business and offer right technology.

Long standing relationship with customers

Pan India support and service infrastructure

Best-vale-for money offering

Technology Leadership

HCL Infosystem is known to be the harbinger of technology in the country. Rightfrom their

inception HCL have attempted to pioneer the technology introductions inthe country either

through their R&D or through partnerships with the worldtechnology leaders.

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Using their technology HCL has:

Created their own UNIX & RDBMS capability (80‟s)

Developed firewalls for enterprise & personal system security

Launched their own range of enterprise storage products

Launched their own range of networking products

HCL strive to understand the technology from the view of supporting it postinstallation as well.

This is one of the key ingredients that go into their strategic advantage.

HCL Infosystem has to claim several technology pioneering initiatives.

Some of them are:

Country‟s first Desktop PC-BusyBee in 1985

Country‟s first branded home PC Beanstalk in 1995

Country‟s first Pentium 4 based PC at sub 40k price point

Country‟s first Media Center PC

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Guiding Principles

VISION AND MISSION

VISION STATEMENT

"Together we create the enterprises of tomorrow"

MISSION STATEMENT

"To provide world-class information technology solutions and services to enableour

customers to serve their customers better"

QUALITY POLICY

"We deliver defect-free products, services and solutions to meet the requirements ofour external

and internal customers, the first time, every time"

OBJECTIVES

MANAGEMENT OBJECTIVES

To fuel initiative and foster activity by allowing individuals freedom of actionand

innovation in attaining defined objectives.

PEOPLE OBJECTIVES

To help people in HCL Infosystems Ltd. share in the companys successes, whichthey

make possible; to provide job security based on their performance; torecognize their

individual achievements; and help them gain a sense ofsatisfaction and accomplishment

from their work.

CORE VALUES

We shall uphold the dignity of the individual

We shall honor all commitments

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

We shall be responsible corporate citizens

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Philosophy of Quality

“We deliver defect free products, services and solutions to meet the requirements ofHCL‟s

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

To exist as a market leader in a globally competitive market place, organizations needto adopt

and implement a continuous improvement-based quality policy.

One of the key elements to HCL’s success is its never–ending pursuit of superiorquality in all its

endeavors.

HCL infosystem believes in the Total Quality Management philosophy as a means forcontinuous

improvement, total employee participation in the quality improvement andcustomer

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

Over the last 20 years, we have adapted to never and better Quality standards that helped us

effectively tie Quality with Business Goals, leading to the customer and employee satisfaction.

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HISTORY

Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCL

developed the first indigenous micro-computer at the same time as Appleand 3 years before

IBMs PC. During this period, India was a black box to the worldand the world was a black box to

India. This micro-computer virtually gave birth to the Indian computer industry. The 80s saw

HCL developing know-how in many othertechnologies. HCLs in-depth knowledge of UNIX led to

the development of a finegrained multi-processor UNIX in 1988, three years ahead of Sun and

HP.

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

services arena. During the last eight years, HCL has strengthened itsprocesses and applied its

know-how, developed over 28 years into multiple practices -semi-conductor, operating

systems, automobile, avionics, bio-medical engineering,wireless, telecom technologies, and

many more.

Today, HCL sells more PCs in India than any other brand, runs Northern Irelandslargest BPO

operation, and manages the network for Asias largest stock exchangenetwork apart from

designing zero visibility landing systems to land the worlds mostpopular airplane.

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TIMELINE YEAR

1976 - Foundation of the Company laid - Introduces microcomputer-based programmable

calculators with wide acceptance in the scientific / education community - Launch of the first

microcomputer-based commercial computer with a ROM -based Basic interpreter

1977 - Unavailability of programming skills with customers results in HCL developing bespoke

applications for their customers - Distribution alliance formed with Toshiba for copiers. -

Initiation of application development in diverse segments such as textiles, sugar, paper,

cement, transport

1978 - HCL successfully ships in-house designed micro-computer at the same time as Apple.

The Indian computer industry is born. - Formation of Far East Computers Ltd., a pioneer in the

Singapore

1980 IT market, for SI (System Integration) solutions - HCL introduces bit sliced, 16-bit

processor based micro-computer. - Software Export Division formed at Chennai to support the

bespoke

1981 application development needs of Singapore - HCL launches an aggressive advertisement

campaign with the theme even a typist can operate to make the usage of computers popular in

the SME (Small & Medium Enterprises) segment. This proposition involved menu-based

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

was phenomenal.

1983 - HCL develops special program generators to speed up the development of applications -

Indigenously develops an RDBMS, a Networking OS and a Client Server architecture, at the

same time as global IT peers. - Bank trade unions allow computerisation in banks. However, a

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

1985- HCL sets up core team to develop the required software - ALPM (Advanced Ledger

Posting Machines). The team uses reusable code to reduce development efforts and produce

more reliable code. ALPM becomes the largest selling software product in Indian banks - HCL

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designs and launches Unix- based computers and IBM PC clones - HCL promotes 3rd party PC

applications nationally HCL becomes the largest IT Company in India.

1986 - Zonal offices of banks and general insurance companies adopt computerization -

Purchase specifications demand the availability of RDBMS products on the supplied solution

(Unify, Oracle). HCL arranges for such products to be ported to its platform. - HCL assists

customers to migrate from flat-file based systems to RDBMS - HCL enters into a joint venture

with Hewlett Packard - HP assists HCL to introduce new services: Systems Integration, IT

consulting, packaged support services ( basicline, teamline )

1991 - HCL establishes a Response Centre for HP products, which is connected to the HP

Response Centre in Singapore. - There is a vertical segment focus on Telecom, Manufacturing

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

1994 - HCL sets up core group to define software development methodologies - Distribution

alliances formed with Ericsson Switches and Nokia Cell phones. - Starts execution of

Information System Planning projects

1995 - Execution projects for Germany and Australia - Begins Help desk services - Sets up the

STP (Software Technology Park) at Chennai to execute software projects for international

customers

1996 - Becomes national integration partner for SAP HCL Infosystems is formed. - HCLs R&D

spun-off as HCL Technologies- marks advent into software services.

1997 JV with Perot Systems, stake divested in 2003. - Kolkata and Noida STPs set up - HCL buys

back HP stake in HCL Hewlett Packard

1998 - Chennai and Coimbatore development facilities get ISO 9001 certification - Acquires and

sets up fully owned subsidiaries in USA and UK

1999 - Sets up fully owned subsidiary in Australia - HCL ties up with Broadvision as an

integration partner - Sets up fully owned subsidiary in Australia - Chennai and Coimbatore

development facilities get SEI Level 4 certification - Bags Award for Top PC Vendor In India

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2000 - Becomes the 1st IT Company to be recommended for latest version of ISO 9001 : 2000 -

Bags MAITs Award for Business Excellence - Rated as No. 1 IT Group in India -Launched Pentium

IV PCs at below Rs 40,0002001 -IDC rated HCL Infosystems as No. 1 Desktop PC Company of HCL

BPO Incorporated.

2001- Declared as Top PC Vendor by Dataquest

2002 -HCL Infosystems & Sun Microsystems enters into an Enterprise Distribution Agreement -

Strategic alliance forged with Jones Apparel Group, Inc. a fortune 500 company. Infrastructure

services division launched to address emerging global needs. Software businesses of HCL

Infosystems and HCL Technologies merged.

2003 - Became the first vendor to register sales of 50,000 PCs in a quarter - First Indian

company to be numero uno in the commercial PC market - Landmark deals signed with Airbus

and AMD. - Launched Home PC for Rs 19,999 - HCL Infosystems Info Structure Services Division

received ISO 9001:2000 certification - Launches Infiniti Mobile Desktops on Intel Platform -

Launched Infiniti PCs, Workstations & Servers on AMD platform

2004- 1st to announce PC price cut in India, post duty reduction, offers Ezeebee at Rs. 17990 -

IDC India-DQ Customer Satisfaction Audit rates HCL as No.1 Brand in Desktop PCs - Maintains

No.1 position in the Desktop PC segment for year 2003 - Enters into partnership with Port Wise

to support & distribute security & VPN solutions in India - Partners with Microsoft & Intel to

launch Beanstalk Neo PC - Becomes the 1st company to cross 1 lac unit milestone in the Indian

Desktop PC market - Partners with Union Bank to make PCs more affordable, introduces lowest

ever EMI for PC in India - Launched RP2 systems to overcome power problem for PC users -

Registers a market share of 13.7% to become No.1 Desktop PC company for year 2004 - Crosses

the landmark of $ 1 billion in revenue in just nine months - Accorded leader status by Meta

Group in Offshore Outsourcing. HCL is India’s No.1 PC 4th year in a row.

2005 -HCL completes buy-out of JVs with Deutsche Bank with BritishTelecom.Boeing Inks 787

Dream liner Design deal with HCL. HCL Infrastructure ranked No.1 service provider- CMP. HCL

Infosystems ties ups with Apple for iPod distribution.

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2006- HCL Technologies signs largest ever software services deal with DSG. HCL as an

enterprise crosses the $4 billion watermark. HCL announces opening of its second European

outsourcing facility in June with the establishment of a delivery centre in Krakow, Poland.

2007- HCL enters a US$30 mn partnership with Konica Minolta Group (KM), to provide

software Services. This is one of the largest engagements in the country, with a Japanese

company.

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ABOUT HCL INFOSYSTEMS

HCL Infosystems, an information enabler, offers its customers technology solutionsacross

multiple platforms. This is as a result of its expertise in developing state-of-the-art enterprise

solutions; understanding of the networking technology; its designcapabilities in product

engineering; integrating diverse solution components and itsaccess to specialized technology

for turnkey projects through partnerships with various world class players.

With a definite and distinct focus on end-to-end enterprise solutions and personalcomputers,

HCL Infosystems (HCL Insys) has direct customer service centers at 151 locations, 3 software

export facilities and state-of-the-art manufacturing facilities.HCL Insys has six overseas business

entities in US, UK, Australia, Singapore, Malaysia and Canada. HCL Insys manufacturing

processes are ISO 9001 certified,while its software development processes have achieved SEI

CMM Level 4.The company has an Internet subsidiary - HCL InfiNet Limited, a leading

NetworkServices Provider. With a mission to provide world-class information

technologysolutions and services to enable its customers to serve their customers better,

HCLInsys is setting new standards of information technology in India.

HCL Infosystems are India‟s premier information enabling company. Leveraging its29 years of

expertise in total technology solutions, HCL Infosystems offers valueadded services in key areas

such as system integration, networking consultancy and a wide range of support services.

HCL Info systems is among the leading players in all the segments comprising thedomestic IT

products, solutions and related services which include PC‟s, servers,networking products,

imaging and communication products.

Contentiously meeting the ever increasing customer expectations and applications, itsfocus on

integrated enterprise solutions has strengthened the HCL Infosystems‟capabilities in supporting

installation types ranging from single to large, multi-location, multi-vendor and multi-platform

spread across India. HCL Infosystems, today has a direct support force of over 1700+ members

and is operational at 260+locations across the country and is the largest such human resource

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of its kind in theIT business. A majority of the team members have been specially trained in a

varietyof supporting solutions, the company‟s key focus area.

HCL Infosystems manufacturing facilities are ISO-9001-2000 & ISO 14001 certifiedand adhere to

stringent quality standards and global processes. With the largestinstalled PC base in the

country, foru indigenously developed PC brands - „Infinity‟,„Busybee‟, „BeanStalk‟ and

„EzeeBee‟- and its robust manufacturing facilities. HCLInfosystems aims to further leverage its

dominance in the PC market. It hasconsistently rated as top player in the PC industry by IDC.

The „Infinity‟ line ofbusiness computing products is incorporated with leading edge products

isincorporated with leading edge products from world leaders such as Intel. A fullyintegrated

and business ready family of servers and workstations, the „Infinity‟.Global Line is targeted at

medium and large companies to help them to manage theirenterprise related applications. It

has considerable dominance in verticals likeFinance, Government and Education & Research.

The Channel Business of HCL Infosystems has an extensive network of over 2500+resellers

across 300 locations. It has actively promoted the penetration of PC‟s in thehome and the small

office/home office (SOHO) segments, through Beanstalk, Ezeebeeand Busybee PC‟s and

Toshiba Laptops.

HCL Infosystems has two focused business units while HCL Infosystemsconcentrates on the IT

products, solutions and related services business, HCL InfiNetfocuses on the rapidly growing

communication and imaging products, solutions andservices industries.

HCL InfiNet, with a presence in more than 35 cities, has the ability to serve around250 cities in

its catchment area. It provides corporate networking services like virtualprivate network,

broadband internet access, hosting and co-location services, designing and deploying Disaster

Recovery Solutions and business continuity solution, application.

Services, managed security services and NOC services over its state of the art IP network to

over 200 corporate.With office automation (OA) division being part of HCL.

HCL InfiNet now has an exclusive sales and support partnership with Toshiba Corp., Japan, for

its photocopier products. The product portfolio covers a range of otheroffice automation and

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communication products through alliances with world leaders –including Duprinters from

Duplo, Data projectors from In Focus, TelecommunicationSolutions from Samsung and Ericssion

and mobile communication products fromNokia.

HCL InfiNet has a strong and dedicated retail network of Nokia Professional Centers,Nokia

Priority dealers, Re-Distribution stockiest and Nokia Care centers across thecountry.

HCL has closely seen the IT industry right from the scratch, and has activelyparticipated in its

progress. During the 29 year journey, it has picked up valuable lessons in serving the IT needs of

the Indian customer and gathered domain expertiseto successfully service various business.

As a leading information enabler, HCL Infosystems has long standing relationshipswith world

technology leaders such as SUN for enterprise computing solutions, Inteland AMD for PCs and

servers, Microsoft, Novell and SCO for operating systems andsoftware solutions, Toshiba Corp.

for business automation equipment, SAP AG forspecialist ERP solutions and Oracle, Sybase and

Informix for RDBMS platform, EMC and Vertis for storage solutions. The aim is to straddle the

entire landscape ofinformation enabling technology far more comprehensively, effectively

andcompetitively. Indeed, a vision to create enterprise of tomorrow.

HCL is a leading global Technology and IT enterprises with annual revenues of US$4 billion. The

HCL Enterprise comprises two companies listed in India, HCLTechnologies and HCL

Infosystems .The 3 decade old enterprise, founded in 1976, isone of India’s original IT garage

start ups. Its range of offerings span R&D andTechnology Services, Enterprise and Applications

Consulting, Remote InfrastructureManagement, BPO services, IT Hardware, Systems Integration

and Distribution ofTechnology and Telecom products in India.

The HCL team comprises 45,000professionals of diverse nationalities, operating across 17

countries including 360 points of presence in India. HCL has global partnerships with several

leading Fortune1000 firms, including several IT and Technology majors.

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6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCL INFOSYSTEMS

NEED

In the emerging net economy, IT infrastructure Plays the role of a Powerful businessenabler to

improve your business processes, to help you focus on your goals andstrategies and more

importantly, to help you serve your customers better. ITInfrastructure demands constant

change latest technology, reliable operations andhigh availability. Leaders like you, in the

process of selecting the best of breed intechnology, require integrating different solutions from

various vendors. Thus asituation where you need a strong reliable and trusted partner

committed to deliverbeyond just services.

ADVANTAGE

Staying competitive in today’s dynamic business environment means finding newways to

reduce costs while maximizing the value of your technology and personal resources. More than

ever, your ability to "do more with less" determines howsuccessful your organization will be.

That’s why HCL Insys helps you achieve. Bychanneling our in-depth expertise gained from over

28 years of IT Domainexperience. We provide a full bandwidth of services specifically designed

to meetyour complete IT needs. And as a single window for completing business

solutionswherever you are located....... We make IT possible to save money......WE TELL YOU

WHERE as well as time ......WE SHOW YOU HOW

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The 6 S

SOLUTIONS:

The one stop shop solution center for all your IT needs, customized to meet and scalewith your

unique Business Needs.

SERVICES:

A range of value added services in IT infrastructure operations and management.

SUPPORT:

Pan-India footprint of support and logistic locations. Over 260 Direct service support locations.

Technically sound workforce of over 1700 certified professionals.

STANDARDS:

World Class Quality standards maintained for PPP (People, Processes &Performance). Alliance

with global technology leaders.

SAVINGS:

We help you find new ways to reduce costs & "do more with less" by maximizing thevalue of

your technology and personal resources, thereby reducing your total cost ofownership (TCO).

SATISFACTION:

Complete Satisfaction for the customers through the HCL 6S offering that enablesone to

maximize system uptime through rapid response and resolution services,thereby optimizing

your IT investments.

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BUSINESS MODEL

The HCL Enterprise comprises two companies listed in India, HCL Technologies andHCL

Infosystems. HCL Technologies is the IT and BPO services arm focused onglobal markets, while

HCL Infosystems is the IT hardware and system integrationarm focused on the Indian market.

Together, these entities have uniquely positionedHCL as an enterprise with service offerings

spanning the IT Services and Productspectrum. Source: www.hcl.in

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ABOUT HCL FRONTLINE DIVISION

The HCL Frontline Division of HCL Infosystems Ltd. focuses on providing solutions and value-

added services to small and medium corporate, the small office/home officeand the home

buyer. Involved in marketing and distributing national and international brands of computer

systems and peripherals, the Frontline Division evolves innovative channel strategies to widen

its market reach, and offers value addedsupport services to users. The extensive distribution

network established by theDivision encompasses more than 800 resellers and close to 300

retail outlets across300 cities. Using its unmatched strength in distribution, Frontline has big

plans toincrease penetration of notebooks in SOHO/SME segments. The organization plans

touse its already established retail network in big way for this. It has proved itsdistribution

might in the PC segment already where it has pioneered on several fronts,with retail being just

one.

The Divisions singular mission has been to continuously anticipate and exploretechnologies that

have emerged as strong trends and established market standards inthe computing world

globally, and bringing these to the Indian user in as short a timeas possible. Widely recognised

for opening up several frontiers of the world ofcomputing to Indian users, the Division has

partnered Dragon Systems, Inc., theworlds leading supplier of speech and language technology,

to introduce speechrecognition tools in the country.

In Kerala the Frontline Division is represented by its state franchisee Team FrontlinePvt. Ltd. It is

an ISO 9001 certified company and an extremely customer focused ITprovider.

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ABOUT HCL OFFICE AUTOMATIONDIVISION

HCL Insys‟ Office Automation Division (OA Division) is poised to leverage the convergence

between IT, communications and office automation through its productand service offerings.

The OA Division has an exclusive sales and support partnership with Toshiba Corporation, Japan

for its photocopier products. Its product portfolio covers a range of other office automation and

communication products throughalliances with world leaders – including mobile

communication products from Nokia,Duprinters from Duplo, data projectors from InFocus,

Digital Mail Inserting Systemsfrom Pitney Bowes and telecommunication solutions from

Samsung and Ericsson. Itsnetwork has 65 independent dealers, who stock and sell consumables

for peripheraland devices. It also offers direct field support spanning 85 locations, through

15regional offices and 20 area offices assisting 74 service locations. The service is alsoextended

to a large base of installed products through its Test and Repair Centers(TRCs). These TRCs are

manned by 450 customer engineers and 68 managers locatedacross India, with a head office at

Noida and a Spare TRC at Chennai. The centersalso provide upgrades to existing customers,

keeping them abreast of cutting edgetechnology at all times. Finally, the division also offers

Bring-In-Maintenanceservices for a range of products such as Nokia mobile phones and

accessories, and HP Peripherals.

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Page 28: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

Alliances & Partnerships

To provide world-class solutions and services to all our customers, HCL hasformed Alliances and

Partnerships with leading IT companies worldwide.

HCL Infosystems has alliances with global technology leaders like Intel, AMD,Microsoft, Bull,

Toshiba, Nokia, Sun Microsystems, Ericsson, nVIDIA, SAP,Scansoft, SCO, EMC, Veritas, Citrix,

CISCO, Oracle, Computer Associates, RedHat,Infocus, Duplo, Samsung and Novell.

These alliances on one hand give HCL access to best technology & products aswell enhancing

our understanding of the latest in technology. On the other handthey enhance the product

portfolio, and enable us to be one stop shop for ourcustomers.

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

the technology industry. Innovation has extended into the ecosystem andcommunity based

engagements are coming into play. HCL has also enhanced itsrelationships with partners and is

creating a variety of innovative partnership models, with various approaches to risk-reward

sharing. Some of the notable partnerengagements:

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Page 29: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

KEY PARTNERSHIPS

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Product and Services

HCL Infosystem‟s portfolio of products covers the entire spectrum of the

informationtechnology needs of its customers.

By virtue of the immense diversity of markets and customers that it addresses,

HCLInfosystem‟s products offering include everything from high-end enterprise levelservers

mission critical applications to multimedia home computers.

Need of customers may vary from person to person. One can give importance to costof the

product and for the other features are more important. Use may be different assomeone is

using it for office purpose, someone for home use, and others for businesspurpose. Needs of

customers are different hence requirement may also be different.HCL Infosystem fulfills all the

requirements of its customers ans has tailor madesolution for them.

HCL Infosystems Product Portfolio

DESKTOPS AND NOTEBOOKS

Business PCs

Home PCs

HCL Laptops

Intel WORKSTATIONS

Infiniti challenger workstations

SUN Workstations

AMD WORKSTATIONS

Infiniti Xcel Line 2200NL

Infiniti Xcel Line 2200SY

SERVERS

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Page 31: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

Intel Servers

Infiniti Global Line Servers

IGL Entry Level Servers

IGL True Enterprise Servers

IGL Blades Servers

IGL Itanium Servers

Infiniti Solutions

AMD Optrons Servers

Infiniti Xcel Line 2200AT

Infiniti Xcel Line 2200MI

Infiniti Xcel Line 2200AZ

Infiniti Xcel Line 4200TL

Other Servers

SUN Servers

HP Risc Servers & Workstations

THIN CLIENTS

Winbee Thin Clients

SUN Thin Clients

DISPLAY PRODUCTS

SUN Thin Clients

NETWORKING PRODUCTS

WinSmart Switch

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SNMP Managed Switch

SECURITY PRODUCTS

HCL Info Wall

HCL InfoSecuAccess

HCL InfoVPNe

HCL InfoNetMon

HCL InfoSurveillance

HCL InfoSecuDesk - BiometricLogon

Hcl InfoSecuDesk – SmartCardLogon

HCL InfoSmartCard

HCL InfoLoadBalancer

HCL InfoSMS

HCLInfoDashboard

HCL InfoAttendence

HCL InfoAttendance –BN model

HCL InfoAttendance – SN model

STORAGE SOLUTIONS

HCL Storage Solutions

HCL Infiniti SAN ARRAY 2502FC

HCL IGL NAS Servers IGL NAS 1400 BT

IGL NAS 2700 SP IGL NAS 2700 BD

SUN Storage Solutions

TOSHIBA NOTE BOOKS

SOLUTIONS

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Infrastructure Services

Networking Services

Security Services

Facilities Management Services

Domestic Hardware Services

SOFTWARE LICENSES

PRESENTATION PRODUCTS AND SOLUTIONS

Projectors

Hitachi

Toshiba

Infocus Plasma/LCD

Hitachi

Toshiba Interactive Presentation System

Hitachi FX Series Starboard

Hitachi T17SLX Interactive Panel

Polyvision Walk and Talk Interactive Panel

Polyvision TS Series interactive Whiteboard

Polyvision Walk and Talk Interactive Whiteboard Visual Presenters

MVP-732

MVP-738DOCUMENTATION PRODUCTS AND SOLUTION Digital Duplicators

Folder

Digital Printing System Konica Minolta Laser Printers. Konica Minolta Production Printers

bizhub PRO C6501

bizhub PRO 950 Kyocera Mita-Wide Format MFDs

KM3650W

KM4850W Toshiba MFDs

e-STUDIO167/207

e-STUDIO351c/451c

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e-STUDIO2820c/3520c/4520c

e-STUDIO232/282

e-STUDIO352/452

e-STUDIO600/720/850

e-STUDIO166/206

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Page 35: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

COMPETITORS OF HCL FRONTLINE DIVISION:

DELL

IBM

APPLE

LENOVO

HP-COMPAQ

ACER

SAHARA

ZENITH

INTEX

SONY

ASSEMBLED

OFFICE AUTOMATION DIVISION:

XEROX

CANON

RICOH

SHARP

KILLBURN

IE&CS

SAMSUNG

PANASONIC

COPYSTAR

OKIDATA

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Page 36: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

SWOT ANALYSIS OF HCL INFOSYSTEMS

STRENGTHS

29 years of experience in handling the ever changing IT scenario.

Ability to understand customers business and offer right technology Excellent service &

support infrastructure

Long standing relationship with customers

Pan India support & service infrastructure

Ability to provide the cutting edge technology at best-value-for- money Technology

Leadership

Proved to be an innovator and leader in technology

Its collaborations and joint ventures with international companies such as Perot System,

and partnership with world leaders like Ericsson, Toshiba, Nokia, Oracle and Microsoft,

enable it to bring the best technology available worldwide to its consumers.

24 locations in 16 countries

Fast paced and flexible work culture, which provides its employees autonomy to

accomplish the task without much pressure from the higher authorities. Thus,

employees are motivated to give their best to the organization.

The mass markets handled through a chain of dealers, resellers and retailers which help

bring technology usage closer to the individual. It has very strong distribution network.

Its pool of competencies: Hardware, Software, Training, Networking, Telecom and

System Integration.

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Page 37: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

WEAKNESSES

Poor Human Resource management system

No proper marketing channels and strategies

Awareness of complete line of products offered is not there in the market Perception of

customers is that HCL is a local brand and is inferior to the global brands

After sales services are not customers satisfactory

Poor customer relationship

Lack of HCL service centers in SMB cluster areas

Less promotional campaigns

OPPURTUNITIES

Expanding disposable income of people

A large number of Untapped SMBs are realizing the importance of I.T solutions to gain

an edge in their business.

IT industry booming at a rate of 45% every year

Increasing consumer awareness about IT and its use

Tremendous untapped potential of IT products in India

Increasing competition

Tie-ups with various MNCs enable to extract their core competencies

THREATS

Less franchise models

Local assemblers are biggest menace for the company

Advent of global players entering into India and setting up their manufacturing plants

Entry of MNCs i.e. IBM, Compaq giving direct competition

Inaccurate government database

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Page 38: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

RESEARCH METHODOLOGY

RESEARCH PROBLEM

HCL product feedback and market share of HCL and compared to other IT companies.

Company wants to know the satisfaction level of customer with its products

The business of HCL, The Company wants to know the potential market for its different

product in order to expand and retain its market share.

RESEARCH DESIGN

Determined the Information Sources: The data has been gathered through secondary

sources.

PRIMARY DATA is collected through questionnaire, search and research through place

where today’s computer and office automation products has been mostly used.

SECONDARY DATA has been collected through magazines, newspapers, journals, and

websites and through other approaches.

DATA COLLECTION

The data has been collected by gathering information through the officialwebsites, magazines

and journals.

DEVELOPED THE RESEARCH FRAME:

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

based. The research frame included:

SAMPLING TECHNIQUE: The samples were taken on the basis of simple random and

convenient sampling. The tools used for the analysis are chi-squaretest, Friedman test,

weighted average method, bar graphs, pie-charts etc.

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Page 39: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

NATURE OF STUDY

The project on which work is done is descriptive and inferential in nature.

DATA SOURCE:

I took the help of both primary as well as secondary sources. Primary sources being interaction

with various IT people of the selected company and institutes and filling up questionnaire by

them. Secondary sources being the Internet as the medium and the official sites of the

companies of IT sectors and corporate selling and feedback of HCL

INSTRUMENT USED

A Questionnaire cum personal interview was used for market research for both the segments

horizontal and vertical. The company in which the research is done provided the Questionnaire

and an idea of its prospective clients.

SAMPLE SIZE Sample size for the research is fixed. It counts to 150. It includes both corporate

offices and institutes.

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Page 40: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

17%

48%

35%

Responds according to the Product Satisfac-tion of HCLproducts.

UnsatisfiedVery SatisfiedSatisfied

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Data Analysis and Interpretation:

Interpretation: Out of 150 respondents

Unsatisfied 25 (17%)

Very Satisfied 72 (48%) and Satisfied 53

(35%)

Page 41: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

30%

41%

21%8% Very Satis-

factoryAbout Av-erageSome what satisfactoryUnsatisfied

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Responds according to the Service Experience of HCL

products.

Interpretation: Out of 150 respondents about average satisfied 62 (41%) very Satisfactory 45 (30%) Some what satisfactory 31 (21%) Unsatisfied 12 (8%)

Page 42: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

9%

23%

52%

3% 13% Much betterSomewhat Equiva-lentEquivalentSome what worseDon't know or never used

The following table shows no. of responds according to competitors. Out of 150 respondents.

Factors No of Respondents Percentage

Much Better 13 9%

Some what Equivalent 35 23%

Equivalent 78 52%

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Responds according to the Demo of HCL products Compared to the

competitors.

Page 43: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

Somewhat worse 5 3%

Don’t know or never used 19 13%

30%

47%

9%

14%

Overall quality

Value

Purchase Ex-perience

Usages Expe-rience

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Responds according to the Purchase Experience of HCL

products.

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AN INSTITUTIONAL DEMAND REPORT

Short Analysis

I have visited 150 institutions for the demand of HCL Laptop and Desktop.

Among them only 65 institutes are given positive response towards

HCL to buy its product in future.

Positive43%

Negative57%

Institutional Demand

INFERENCE

Out of 150 Respondents 57% of them are given negative response, 37% of them are given positive response towards HCL to buy its product in future.

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Responds according to the institutional

demand of HCL products

33%

57%

2% 5% 3%

Institutional responds towards HCL

AgreeDisagreeStrongly agreeMay beCan't say

INFERENCE

Out of 150 Respondents 33% of them are agree, 57% of them are disagree, 2% of them are strongly agree, 5% of them are given may be and 3% of them are given can’t say responds for purchase of HCL products.

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Page 47: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

• While purchasing the machine majority of

consumers are influenced by the price and quality

• Some consumers are giving more importance to

the brand image.

• Many consumers are only almost satisfied with

product and services but not fully satisfied. The

reason is customer expects good and more

services.

• After sales service of the product is poor.

• The customers need to be trained to manage the

minor repairs of the Machine.

• Most of the consumers are unaware of the other

products of HCL.

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RESULTS AND FINDINGS

Page 48: Hcl summer internship project A STUDY ON CONSUMER BEHAVIOR

ROMMENDATIONS1. In order to maintain top positions in the market the company

should design flexible schemes like exchange components.

2. The power consumption of the equipment should be reduced.

3. The after sales service should be improved by highly skilled

service engineers at time, so that it can continue as the market

leader.

4. Steps have to be taken to make customers know in detail

about the product and if possible rectify small repairs. This

would help incase of any emergency because they cannot wait

until the service people come from office.

5. The direct selling is very much appreciated by the owners of

HCL, so this is the best method to sell the duplicators. Therefore,

the company can fully concentrate over this method to make it to

be more effective.

6. Since most of the customers are satisfied with the quality,

brand and service of the

product, the company can introduce more and more products

and services by keeping the product line.

7. Media centre edition software is a popular product of HCL,

which is most invited by the HCL customers, similar software

products of this kind could be launched for HCL customers.

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CONCLUSIONThis project was carried out to study the customer satisfaction of

HCL products and services and also to find the customers’

expectations and needs of the products. This also enabled to

understand the dealers and customers relationship. During this

research various types of users and customers were met.

The Results and findings of this research study clearly

exemplifies the fact that an indepth market study has been

conducted and all the objectives set for this research work has

been fully accomplished and the analysis has been performed.

Owing my thanks for HCL infosystems - Frontline division, for

offering me a wonderful opportunity to explore basics of

Customer Relationship Management (CRM) & finally to conclude

the researcher states that this project has given him a very good

experience about the Customers.

I hope that this opportunity would be highly helpful for me in my

career.

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BIBLIOGRAPHY

1. Marketing Management by Dr. Philip Kotler.

2. HCL web site:

www.hcl.com

www.hclinfosystem.com

www.hcltech.com

3. Other web site:

www.wikipedia.com

www.slideshare.com

www.indiainformation.com

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