project report (marketing) at hcl

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Summer Internship Project

“Corporate Selling & Feedback” For

Dissertation Submitted to the

Business School of Delhi

In partial fulfillment of the requirement for the award of the Degree of Post Graduate Diploma in Management Approved by AICTE, Ministry of HRD, Govt. of India

Submitted by:- Anup Kumar Dubey PGDM (2008-10) Marketing (sales)

Business School of Delhi

Campus: 28/1, Knowledge Park-III, Greater Noida -201306. (U.P.)

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DECLARATION

I, herby declared to the best of my knowledge and belief that the summer training report entitled as “Corporate Selling & Feedback” for HCL Infosystem being submitted to the partial fulfillment of Business School of Delhi, has not substantially the same one, which has already been submitted for Post Graduate Diploma in Management of any other academic qualification at any other university or examination in India.

I, Anup Kumar Dubey hereby declare that all this work purely done by myself on a primary data and it is totally free from any biasness to any individual or any group of people.

(Anup Kumar Dubey )

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ACKNOWLEDGEMENT ‘Acknowledgement is an art, one can write glib stanzas

without meaning a word on the other hand one

can make a simple expression of gratitude.’

Industrial training is an integral part of any post graduate diploma program and for that purpose I had joined a company what else can be as good as HCL Infosystems 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 Infosystems Ltd . No amount of written expression is sufficient to show this my deepest sense of gratitude to them. I thank my Institute who has given me an opportunity to show my skills. I also

thank all my nearer and dearer ones without whose support this project would not

been possible.

I would like to thank Mr. Joshi Sir , who allow me to do this project in HCL

Infosystems

I am very thankful to external guide Mr. Ajay Rathee , Head – RLB operations , HCL Infosystems Ltd. Noida . I am deeply grateful to Prof. Vijay Anand Dubey, Faculty (Department of Business Management), Business School Of Delhi, Gr. Noida for their everlasting support and guidance on the ground of which I have acquired a new field of knowledge. The course structure created for this curriculum has benefited with the inclusion of recent development in the organizational and managerial aspects.

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I am thankful to all the member of HCL Infosystems Ltd. Noida which has given me valuable information in the part of my project.

Above all I would like to thank all contacted persons of firm who took out

valuable time to answer my queries and gave me full information related to my

project.

I extend my sincere gratitude towards my parents, who have always

encouraged me and gave suggestions as how to work on project. They always

stand by me in solving all my queries. Their support has always motivated me.

Above all it gives me immense pleasure to thank authors of various books who

indirectly helped me in gaining knowledge about insurance industry.

(Anup Kumar Dubey )

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PREFACE

Modern organizations are highly complex and dynamic systems. They operate under very turbulent social economic and political environment. They are required to reconcile several incompatible goals. Conflicting roles and divergent interest they are also fraught with the use risk and uncertainties, hence tactful management of such organization to plan to execute guide, coordination and control the performance of people to achieve predetermined goals. Management has to keep the organization vibrant moving and in equilibrium. It has to achieve goal which themselves are changing it is therefore a problem highly complex and ticklish. The marketing research is the process which links to manufacture, dealers and individuals through information in important part of curriculum of Post Graduate Diploma in Management, programme is project taken by the students in any business organization, after completion of third trimester of the programme. The objective of this project is to enable the students to understand the application of the academics in the real business life. I am fully confident that this project will be extremely useful to the management.

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COMPANY CERTIFICATE

TO WHOM IT MAY CONCERN…..

This is to certify that Anup Kumar Dubey, a student of “Business School of Delhi” undertook a project on “Corporate Selling And Feedback For HCL” at HCL Infosystems Ltd.

Mr. Anup kumar Dubey has successfully completed the project under the guidance of Mr. Ajay Rathee (Head – RLB operations). He is sincere and hard working student with pleasant manners.

We wish all success in him future endeavors.

Signature with date

(Name)

(Designation)

(Company Name)

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CERTIFICATE OF ORIGIN

This is to certify that Mr. Anup Kumar Dubey, a student of Post Graduate Diploma in Management (2008-2010), Business School of Delhi, Gr.Noida has worked in the HCL Infosystems Ltd. under the able guidance and supervision of Mr. Ajay Rathee, (Head -RLB operations).

The period for which he was on training was eight weeks, starting from 18/05/09 to 17/07/09. This summer Internship report has the perquisite standard for the partial fulfillment of the requirement for the Post Graduate Diploma in Management Degree in Business School of Delhi. To the best of our knowledge no part of this report has been reproduced from any other report and the contents are based on original research.

Signature:

Mr. Ajay Rathee (Anup kumar Dubey) (Head -RLB operations)

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INDEX

S.N. Title Page No. 1 Company Profile 8 2 Executive Summary 26 3 Literature Review 28 4 Scope Of The Study 30 5 Objective Of The Study 31 6 Research Methodology 32 7 Data Analysis & Graphical Interpretation 35 8 Major Players In The Market 49 9 Competitors Of HCL 50 10 Role Of Advertisement 60 11 Marketing Strategies 62 12 Future Scope 64 13 Management Hierarchy 66 14 Key Partnership 67 15 Market Share 68 16 Marketing & Selling Strategies 70 17 Changing Trends 72 18 Decision Making Process 77 19 CRM 78 20 SWOT Analysis 81 21 Findings & Limitations 83 22 Suggestions & Recommendation 84 23 Conclusion 85 24 Bibliography 86 25 Annexure - Questionnaire 88

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COMPANY PROFILE The HCL Family

At HCL, people are not just employees but family. So, like an important member of the family should, you get endless freedom to experiment, unlimited empowerment to execute your dreams and the rare opportunity to be an entrepreneur. HCL Infosystems is the progenitor of the HCL Group and is known as the ‘Entrepreneurial Incubator’ in the Indian IT industry. We believe in empowering people to help achieve their goals – goals that are achieved by the coming together of talent and innovation, powered by ownership and freedom to experiment, leading to tremendous growth and gains for the individual and the organization. We pride ourselves in being a pioneer in creating the Indian IT Industry, by pioneering the creation of the people for the industry. Our HR philosophy is “beyond HR Practices and Systems”, where we are ceaselessly creating the ‘HCL Family’, whose DNA is Pride, Passion, Performance and People, with an inexhaustible Spirit of Entrepreneurship.

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Who do we look for?

Our objective has always been to acquire quality people and groom them to become entrepreneurial Leaders. HCLites are people who take pride in continually doing better than their best; people with a passion to succeed; people who have a fire within to perform and realize results….People who want to ‘WIN’ (W –Work hard, I- innovate and N-never giver up).

Why HCL? � Ranked Top 3 Best Employer Survey in IDC-DQ Survey 2006 � Ranked Best Employer in IDC-DQ Survey 2005

We are one of the few IT companies in India that provide a lifetime comprehensive career plan. At HCL, we look at the strengths of a person and accordingly assign future job roles to match those. People can chart their own career options of Entrepreneur or Manager or Technocrat. HCL provides an open canvas of opportunities for each individual, which is how 90% of our top management is from campus (people who joined us as trainees straight from campus).

� Be an Entrepreneur - An organization with a large number of recruitments from campuses all across India, creating entrepreneurs from and for HCL.

� Endless growth opportunities in an open and entrepreneurial environment where your team mates and manager become your best friends.

� A company where the diversity of 360+ locations, languages and cultures blend seamlessly into a challenging work ethos of the HCL Culture that fosters excellence, recognizing and rewarding performance.

� A career with diverse, rewarding & challenging assignments everyday...with the freedom to create, articulate new ideas, collaborate with the sharpest minds and truly realize your potential.

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Learn

� HCL training facility in the city of Hyderabad is spread over a sprawling 16 acres with

� Residential facility to accommodate 165 employees at the same time in training. Equipped with class rooms, labs, canteen, a recreation centre and dedicated faculty with vast experience in the IT industry, we conduct over 25000 man days of internal classroom training every year.

� Classroom trainings are further complimented through Enable Leadership Enrichment and Development - which provides a comprehensive automated learning tool to each employee through various online learning options.

� 360 Degree Feedback for a holistic quality improvement and individual development plans.

� Learn from Leaders who have a three decade rich history of inventions and innovations.

Grow

� ‘iPerform’ , our online Performance Management System tracks result achieved through daily to weekly to monthly to quarterly review system for Career Planning and Position planning.

� Mindia TechXperts, a fast-track career growth programme identifies and groom young

engineers for leadership positions in a short period of 18 months. � We continue to promote Indian traditions and recognize talent in diverse

areas, through he much acclaimed HCL Concert Series - a tribute to excellence in human endeavor.

� 80% of our top management today is people who joined straight from campus

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Own

� Pioneer in IT industry for ESOP started in 80’s.

� Profit Sharing Scheme since 1997 for all employees.

� ‘HCL One Quarterly Awards ’ Night is a gala celebration every quarter when the HCL family gets together to celebrate achievements of individual and team performances.

� Bottom up communication channels providing opportunities for employee opinion.

� HCL Towers - Houses for our employees.

Enjoy your day, everyday, at HCL

A dynamic, fast paced and flexible work environment that nurtures relationships and constantly celebrates our people's happiness, hobbies, achievements, festivities....... At HCL, we make everyday work an enjoyable and fun experience

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Some More Reasons to Smile...

HCL Concert Series Extending the exclusive blend of creativity and excellence from IT to the world of music and dance, The HCL Concert Series is a tribute to excellence in human endeavor. Every month you are invited to enjoy four evenings of soul satisfying music or enrapturing dance performance by some of the best artists in India

Sporting Champions Cricket, Squash or Golf - you can find them all here in HCL – Our intra-organization and inter- organization competitions ensure that even the workaholics are involved in playing or cheering at least. Table tennis in office everyday makes not only the class players pursue their interests, but also helps the amateurs take a break.

Celebrating Festivities Celebrations, frolic, carousing, quizzing are all ingrained in HCL. Be it a festival or commemorating one of us or applauding a team - we do it with a bang - paint the town red. We make Diwali brighter than the lights with stalls, music, antakshiri, dance, mimicry - name it and we have it. Our Christmas is warmer than Christmas puddings with Santa Claus, Xmas trees for all teams and lots of tinsel. Holi or Pongal or Rakshabandhan, all are a way to celebrate our "unity in diversity".

Innovate at HCL Innovation is promoted in every part of the organization and the results are seen in the various examples of innovations that have come from our own employees. Give wings to your ideas with our unique [email protected]

HCL One Awards To commend the achievements of our people, we raise a toast to the achievers and have a frolicking party every quarter. Win the Glittering Trophy, Blue parties. Diamond, or an Acrylic Star for your performance. These rejoicing, reveling moments are not to be missed

Picnics and more at HCL We as a family go to trips, outings, picnics, movies, river rafting - move away from the work environment, from the city towards nature - in the lush green environment to rekindle and refresh our spirit. These adventurous trips help us strengthen our camaraderie

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Culture at HCL

With our open and entrepreneurial environment, every HCLite is synonymous with passion for performance, high need for achievement and commitment to job. Our core value of high integrity with a Never-Say-Die approach is ingrained and visible in all our people, practices and processes.

(A)Diversity and Inclusion

HCL strives to attract and retain the best talent and provide an environment where each individual is given the opportunity to build a rewarding career. With offices in more than 300+ locations, we employ a diverse group of people from different backgrounds, yet all connected by a common sense of the HCL culture. We value the uniqueness of each individual, relying on the diversity to drive our innovation, growth and performance.

(B) HCL’s Community Involvement

Recognizing the important role of business in society, HCL supports and encourages the active involvement of its people in community volunteer initiatives. Employee volunteering programmes at HCL enable you to do much more than routine work through active participation in various causes.

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Case Study 1– New Year celebration with SOS children For New Year 2007 celebrations, we invited to HCL Head Office, fifty two children from an SOS Village for a children’s’ party. Children as young as four years came to meet us. Bright faces with sunny smiles – that is how we remember the kids. From the moment they arrived, it was a memorable few hours of fun, frolic and learning. HCLite generosity also ensured that all children went back with new year gifts along with happy memories, food and drink of the party. Each child was presented a gift, specially chosen and purchased according to the interest of the child, by an HClite desiring to a bring a smile to a little child. Gifts never fell short and everyone ensured that the kids had an evening worth cherishing. So it will be for each one of us HCLites...a happy memory that will continue to warm our hearts as we go through everyday life.

Case Study 2 – Planting Trees at HCL Education Centre

Taking another step towards creating a greener world, HCL has started a new tradition of planting trees. All guests at the HCL Education center, Hyderabad plant saplings. Other Environment friendly initiative include HCL’s E-Waste Recycling facility that provides proper disposal of E-waste. HCL also recently introduced the eco-friendly Desktops and Notebooks.

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Job Openings HCL Infosystems - An ocean of possibilities! Want to explore the possibilities? Check out the following profiles:

� Account Manager � Account Executive

Job oriented Trainings

Customized to the industry requirements our educational services are focused towards technologies related to IT Infrastructure and IT Sales. The two offerings of HCL Education are as follows:

1. HCL’s Job Oriented Training Program in IT Infras tructure Technologies This one year programme for bright Engineering Graduates, provides hi-tech training in the stream of Computer Networks, Network Operating Systems, Security and other IT Infrastructure Services. The programme involves a class-room training followed by On Job Training (with stipend as applicable) at various offices of HCL.

On successfully completion of the programme, candidate would receive a certificate by HCL Training recognizing the candidate as a HCL Certified IT Infrastructure Engineer- a rare breed of individuals who are accepted by the Indian IT industry as trained professionals in their field of IT work.

2. HCL’s Sales & Marketing Training Program

A unique Program for fresh Engineering and Science Graduates who have a passion to achieve. This is a year long program with 3-4 weeks of exhaustive instructor led training conducted by experienced HCL professionals, followed by 11 months of Sales Experience (With Stipend as applicable) at any of HCL offices. The focus is to groom candidates into a new breed of technocrats who are smart business developers who have the right blend of technical know-how. Candidates also have the advantage of being nominated for a company sponsored Executive Management Programme with a reputed Management Institute

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Meet our people Take a look at some HCLites and read their experiences to get an "insider's view" of your potential colleagues.

APS BEDI

A vivacious Punjabi at heart, Amanpreet Singh Bedi has spent 22 years in HCL and now is fondly known by all as APS. He remembers well the morning of 07 July 1986 when he began his journey with HCL as Customer Engineer trainee. Today he feels satisfied that his efforts have been recognized and rewarded.

He feels content to be part of HCL and cherishes every moment he has spent here. “HCL has given me the freedom to work, be creative and develop my entrepreneurial skills.”

MILIND DESHPANDE

A very cool and calm person, Milind has handled diversified jobs with utmost ease, in the last 23years with HCL. Comedy movies are his craze; he watches any movie that can make him laugh and enjoys every moment. No wonder he is considered jovial and approachable by his colleagues. His feel this 23years old journey with HCL has changed his whole personality.

“The empowerment and independence to take decisions given by this company, has instilled in me confidence and pride in calling myself an HCLite”

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History HCL Infosystems Ltd is one of the pioneers in the Indian IT market , with its origins in 1976. For over quarter of a century, we have developed and implemented solutions for multiple market segments, across a range of technologies in India. We have been in the forefront in introducing new technologies and solutions. The highlights of the HCL saga are summarized below: Year Highlights 1976

• Foundation of the Company laid • Introduces microcomputer-based programmable calculators

with wide acceptance in the scientific / education community. 1977

• Launch of the first microcomputer –based computer with a ROM.

• Based Basic interpreter. • Unavailability of programming skill with customer result in

HCL developing bespoke applications for their customers. 1978

• Initiation of application development in diverse segments such as textiles, sugar ,paper, cement, transport.

1980 • Formation of Far East Computers Ltd. a pioneer in the Singapore IT market, for SI(System Integration) solution.

1981

• Software Export Division formed at Chennai to support the bespoke application development needs of Singapore.

1983

• HCL launches an aggressive advertisement campaign with the theme `even a typist can operate` to make the usage of computers popular in the SME (Small & Medium Enterprises) segment. This proposition involved menu-based application for the first time, to increase ease of operations. The response to the advertisement was phenomenal.

• HCL develops special program generators to speed up the development of application.

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1985

• Bank trade unions allow computerization in banks. However, a computer can only run one application such as Saving Bank, Current account, loans etc…

• HCL sets up core team to develop the required software-ALPM(Advanced Ledger Posting Machines). The team uses reusable code to reduce development efforts and produce more reliable code.

• HCL designs and launches Unix –based computers and IBM PC dons.

• HCL promotes 3rd party PC application nationally. 1986 • Zonal offices of banks and general insurance companies adpot

computerization. • Purchase specification demand the availability of RDBMS

products on the supplied (Unify,Orade).HCL arranges for such products to be ported to its platform.

• HCL assists customers to migrate from flat-file based systems to RDBMS.

1991 • HCL enters into a joint venture with Hewlett Packard • HP assists HCL to introduce new services:Systems Integration

,IT consulting, packaged support services (basisline, teamline) • HCL establishes a Response Centre for HP products, which is

connected to the HP Response Centre in Singapore. • There is a vertical segment focus on Telecom ,Manufacturing

and Financial Services. 1994 • HCL acqires and exectes the first offshore project from IBM

Thailand • HCL sets up core group to define software development

methodolagies. 1995 • Starts executinon of Information System Planning projects.

• Execution projects for Germany and Australia. • Begins Help desk services.

1996 • Sets up the STP (Software Technology Park) at Chennai to execute software projects for international customers.

• Becomes national integration partner for SAP.

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1997 • Chennai and Coimbatore development facilities get ISO 9001 certification.

1998 • Kolkata and Noida STPs set up. • HCL buys back HP stake in HCL Hewlett Packard.

1999 • Acquires and sets up fully owned subsidiaries in USAand UK. • Sets up fully owned subsidiary in Australia. • HL ties up with Broadvision as an integration partner.

2000 • Sets up fully owned subsidiary in Australia • Chennai and Coimbatore development facilities get SET level 4

certification. • Bags Award for Top PC Vendor In India. • Becomes the 1st IT Compnny to be recommended for latest

version of ISO 9001:2000. • Bags MAIT,s Award for Business Excellcnces. • Rated as No. 1 IT Group in India.

2001 • Launched Pentium IV PCs at below Rs 40,000 • IDC rated HCL Infosystems as No. 1 Desktop PC Company of

2001. 2002 • Declared as Top PC Vendor by Dataquest.

• HCL Infosystems & Sun Microsystems enters into a Enterprise Distribution Agreement.

2003 • Became the first vendor to register sales of 50.000 PCs in a quarter.

• First Indian company to be numero uno in the commercial PC market.

• Enters into partnershipn with AMD. • Launched Home PC for Rs 19.999 • HCL Infosystems Info Structure Services Division received

ISO 9001:2000 certification. • Launches Infiniti mobile Desktps 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.17,990. • IDC India-DQ Customer Satisfaction Audit rates HCL as No.1

Brand in Desktop PCs.

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• Maintains No. 1 position in the Desktop PC segment for year 2003.

• Enters into partnership with Port Wise to support & distribute security& VPN solution in India.

• Partners with Microsoft & Intel to launch Beanstalk Neo PC. • Becomes the 1st companyn to cross 1 lac unit milestone in the

India Desktop PC market. • 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 billon in revenue in just month.

2005 • Launch of HCL PC for India, a fully functional PC priced at Rs.9,990.

• Rated as the no.1 Desktop PC company by IDC India –Dataquest.

• Best Empolye 2005 with five star rating by IDC India –Dataquest..

• IT Hardware Category by The Economic Time –awata Global Connect.

• 7th IETE –Corporate Award 2005’ for performance excellence in the field of Company &Telecommunication Systems by IETE.

• Best Bhoomi Brand 2005’by 360 magazine: 1. In the PC category. 2. In the LCD Moitor categary.

• India ,s No.1 vendor for sales of A3 size Toshiba Multi

2006 • 75,000+machines produced in a single month. • HCL Infosystem in partnership with Toshiba its retail presence

in India by unveiling shop Toshiba. • HCL Infosystem & Nokia announce a long teamdistribution

strategy. • IDBI selects HCL as SI partner for 100 branches ICT

infrastructure rollout • HCL Infosystems showcases computer Solution for the Rural

market in india.

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• HCL From a strategic Partnership with APPLE to provide Sales &Services Support for IPods in India.

• HCLr Infosystem sustains its commercial Desktop PC leadership for the fifth consecutive year.

• HCL Infosystem rated as number one Desktop PC Company by IDC, Sixth year successively.

• HCL launches “trusted ICT infrastructure platform” for the BPO –IteS segment.

• HCL launches India’s first High Performance Enterprise Server Platforms Powered by dual core Intel inanium.

• HCL completes 30 years in India. • HCL in association with The Music Academy, Madras brings

HCL Concert Series to Chennai City. • Enters into partnership with Casio.

2007 • HCL introduces eco-efficient Notebook PCs Company with RoHS directive.

• HCL unveils initiative to create industry ready ICT professionala- launcges HCL career development centers.

• Kodak and HCL ink agreement to distribute digiter cameres in india.

• HCL LAUNCHS India’s first multilingual POS printers HCL STAR-tsp700, Designed exclusively for thye needs of rural retailers.

• Launches a new range of eco-efficient desktop PCs, with RoHS directive.

• HCL launches NETMAX, suite of networking products and solutions expands its portfolion for emergine enterprises.

• HCL announces launch of its workstation 2008 series for MCAD and DCC professionala.

2008 • HCL unveils that e future of personal computer Launches next generating, ultra portable, sub 14000/laptop Milled series for the first time in India.

• HCL strengthens its BPSI system Integration Portfolio-Acquires a niche banging Software Product Company.

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India's Most Preferred Personal Computer Brand by CNBC AWAAZ Consumer Award 2007

India's 'No. 1 PC Vendor' consecutively for six years. HCL among the Top 3 IT companies for the last 3 years, DQ & IDC,Best Employer Survey, 'Best employer 2005' with Five Star Ratings

'Top 50 in ET Top 500 Companies' Listings for 2006

Top 21 companies in Business Standard 1000 Ranking 2006

'The Most Responsive Company 2005' - IT Hardware Category by The Economic Times - Avaya Global Connect

'7th IETE - Corporate Award 2005' for performance excellence in the field of Computer & Telecommunications Systems

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An engineer by training, Ajai Chowdhry is one of the six founder members of HCL and took over the reins of HCL Infosystems, the flagship company of the group, as President and CEO in 1994. He was appointed the Chairman of HCL Infosystems in November 1999. In recognition of his contribution in championing the cause of the domestic Indian IT industry, Ajai has been conferred the DATAQUEST ‘IT Man of the Year 2007’ Award amongst other awards.

J V Ramamurthy is Chief Operating Officer, HCL Infosystems Ltd. He brings 3 decades of diverse Industry experience and leadership to the company. A technocrat and a man of broad vision, he has spearheaded company’s entry into number of new verticals and partnerships.

Sandeep Kanwar joined HCL in 1988 and in a span of eight years progressed to the position of Chief Financial Officer at the young age of 35. He is well respected amongst colleagues & customers for his financial acumen and management skills.

AJAI CHOWDHRY Chairman & CEO

J V RAMAMURTHY Chief Operating Officer

SANDEEP KANWAR CFO & EVP

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Hari, a BE graduate and alumni of IIM- Bangalore, has been associated with leading companies like Philips, ITI, ETDC and Xerox. He has been instrumental in building up the largest retail network for digital life style products in the country & today heads the Distribution & Marketing Services for HCL.

George Paul, a graduate in Electronics & Telecommunications & joined HCL in 1983. He heads the Marketing Function along with HCL R&D.

Rajeev, an engineering graduate, joined HCL in 1983,. With two decades of industry experience, he heads the Enterprise Solutions & services of HCL.

HARI BASKARAN EVP

GEORGE PAUL EVP

RAJEEV ASIJA EVP

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Rajendra Kumar joined in 1976. With three over decades of industry experience in procurement, manufacturing & channel development, he heads the Retail, SME & Education business for HCL.

M Chandrasekaran joined HCL in 1984. With over two decades of industry experience in sales, support and marketing, he heads the office automation products business for HCL.

Vivek joined HCL in 1986. An engineer by profession with over two decades of industry experience in various functions, he heads the HR function for the company. Credited with innovative HR initiatives that has made HCL among the best companies to work for.

RAJENDER KUMAR EVP

M CHANDRASEKARAN Sr. VP

VIVEK PUNEKAR VP HR

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EXECUTIVE SUMMARY

HCL Infosystems, India’s premier information enabling and integration has received the ISO 9001:2000 certified specifies requirement for a quality management system where an organization needs to demonstrate its ability provide product and service that meets customer and applicable regulatory requirements. ISO 9001:2000 also aims to enhance customer satisfaction through the effective application of the system, including process for continual improvement of the systems and the assurance of conformity to customer and applicable regulatory requirements.

The menu of HCL Infosys global services broadly covers IT consulting and professional services in the area of vertical applications, technology, ERP implementation and software development. This also includes a complete portfolio of systems and network service for development. This also includes a compete portfolio of systems and network service for facilities management, helpdesks, systems supports and network and internet implementation.

HCL insys’ global customer include Samsung, Government of Singapore and AMAL insurance Jurong port Singapore an d Malaysian’s BSN commercial bank, SIA, DBS bank, May bank life assurance charted semiconductors.

HCL Insys’ chosen platform of total technology integration lends itself to some very significant alliances with the global leaders. Among its partner are HP for high end AISCE/UNIX services and workstation and HP open view network management solution; Intel for PC and PC server building block Microsoft novell and SCOag SOLUTION. Red hat, Linux, Samsung, Pivota for CRM solution and ORACLE Sys. base and Information for RDBMS platform.

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Today the company has aligned its operation into five entities that offer seamless linkage for the customers seeking entry into the wired world through total the ‘Integration solution and services.’

HCL Infosystems focuses on the ever-growing segment in imaging, Telecom and Communication products solution and services. Now it has an exclusive sale and support partnership with Toshiba Corporation, Japan for sales and services of its imaging and photocopier products. HCL Infosystems products portfolio covers a range of other office automation and communication products through alliances with world leaders.

The Management network service offering for corporate include VPNs, ASP offering, CO Location hosting, CDNs, security corporate internet telephony solution, technical and consumer help desks, 24/7 network operating centre monitoring and a host of value added networking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon calling cards and Voip telephony devices.

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LITRATURE REVIEW

Doing training was really an opportunity before me when I could convert my theoretical knowledge into practical and of real world type. Fortunately, the company I got is a true follower of the various principle of management and also one of the leading companies in its segment of the industry. The working environment that I was being provided was extraordinary and helped me a lot in delivering my work properly and with of mine. HCL Infosystems Ltd. Is one of the renowned names in the Software and Hardware sector of computer industry?

The graph of sales of these respective product lines is the best in the industry as compared to their competitors. I did my summer training project at HCL Infosystems Ltd. Noida where I found all the professionals are very much commited to their work as well as they were all professionals enough. This helped me a lot in getting a good deal of exposure. As I had to consult the channel partners, I felt in the beginning in a bit problem. But the cooperation of my superiors at the work induced confidence in me to deal with my problems whenever they came.

Born in 1976, HCL has a 3 decade rich history of inventions and innovation. In 1978, HCL developed the first indigenous micro-computer at the same time as Apple and 3 years before IBM’s PC. During this period India was a black box to the Indian computer industry. The 80’s saw HCL developing know how in many other technologies. HCL’s in depth knowledge of UNIX led to the development of a fine grained-processor UNIX in 1988, three years ahead of Sun and HP.

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HCL’s 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 its processes 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 Ireland’s largest BPO operation and manages the network for Asia’s stock exchange network apart from designing zero visibility landing systems to the world’s most popular airplane.

Today, HCL sells more PCs in India than any other brand runs Northern Irelands 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.

HCL Infosystems Ltd. Is one of the pioneers in the Indian IT market, with its origin in 1976. For over quarter of a century, we have developed and implemented solutions for multiple markets, across a range of technologies in India. We have been in the forefront in introducing new technologies and solutions.

In the early 70’s a group of young and ambitious technocrats embarked upon a venture that would make their vision of IT revolution in India a reality. Shiv nadir and five of his colleagues got together and 1875 set up a new company MICROCOMP to start with they started to capitalize on their marketing skills. MICROCOMP marketed calculators and with in a few month of starting operation the company was out selling its major competitors.

On 11th August 1976 HINDUSTAN COMPUTERS LIMITED was incorporated as joint venture between the entrepreneurs and UPOSCE, with an initial equity of Rs.1.83 lacks.

[31]

SCOPE OF THE STUDY

Vision Statement

“It is the most preferred employer and principal taking leading edge IT product and service to the masses through sustained excellence.”

Mission Statement

“We shall increase the shareholder value by improving the PAT through free cash flow, reducing the BR cycle, inventory levels, wastage.”

Quality Policy Statement

“We shall deliver defect- free products, services and solution to meet the requirements of our external and internal customers the first time, every time’

[32]

Objective of The Study

Management Objective

To fuel initiative and foster activity by allowing individuals of action and innovation in attaining defined objectives.

People Objective

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

Core Values

It is uphold the dignity of individual It is honor all commitments It is committed to quality, innovation and growth in every endeavor It is responsible corporate citizens

[33]

RESEARCH PROBLEM

�HCL Corporate selling and feedback and market share of HCL and

compared to other IT companies

�The business of HCL and the company through its researchers wants to

know the potential in order to expand and retain its market share

RESEARCH DESIGN

� Determined the Information Sources: The researcher gathered data

through secondary sources

� PRIMARY DATA is collected through questionnaire, search and research

through place where today's computer has been mostly used

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

journals, websites and the data has been collected through other

approaches

[34]

DATA COLLECTION

The researcher collected information through the official websites, magazines

and journals.

DEVELOPED THE RESEARCH FRAME:

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

research is based. The research frame included:

NATURE OF STUDY

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

nature.

DATA SOURCE:

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

Secondary sources being interaction with various IT people of the selected and

has been chosen for the research by the researcher. Secondary sources being the

internet as the medium and the official sites of the companies of IT sectors and

corporate selling and feedback of HCL.

[35]

INSTRUMENT USED

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

research for both the segments horizontal and vertical. The Questionnaire was

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

which the researcher did its research report.

SAMPLE SIZE

Sample size for the research is fixed. It counts to 55. That is the HCL

companies and corporate selling and feed of HCL in comparison between other

IT sectors.

DATA ANALYSIS & GRAP

INTERPRETATIOIN

SAMPLE

1. Whicht type of computers do you use?

a) Branded

b) Assembled

It was observed that almost 67% of the people use branded computers or other

gadgets for their business purpose. Hence can be concluded that more people want

branded products as they are not ready to compromise with the quality and services

being provided.

Branded

Assembled

[36]

DATA ANALYSIS & GRAP HICAL DATA

INTERPRETATIOIN

SAMPLE SIZE: 55

t type of computers do you use?




Branded

Assembled

37

18

HICAL DATA




Branded

Assembled

[37]

2. Which brand computers do you use?

a) HP

b) HCL

c) ACER

d) Others

Brand used Total Nos.

HP 7

HCL 14

Acer 13

Others 21

This observation showed that HCL is among the top used brands. Major part

under the pie-chart goes to HCL. So HCL should continue making efforts to attract

new market and sustain the existing market.

HP

HCL

acer

others

[38]

3. What is the number of installed desktops?

a) <15

b) 15-50

c) 50-75

d) 75-200

e) 200-500

Installed desktops Total Nos.

< 15 19

15-50 21

50-75 11

75-200 3

200-500 1

Most of the surveyed and found the use of computers within the 15-55 range. So

it can be inferred that the main target market is which lies in the middle range.

Thus we targeted mainly on SME (small and medium enterprise).

<15

15-50

50-75

75-200

200-500

[39]

4. What is the number of used servers?

a. 1

b. 2

c. 3-5

d. >5

Servers used Total Nos.

1 10

2 11

3-5 21

>5 13

From this observation, it was concluded that numbers of servers were directly

proportional to the number of desktops used.

1

2

3 to 5

>5

[40]

5. What is the number of installed laptops?

a.) 1-5

b.) 5-15

c.) 15-30

d.) >30

Number of laptops Total Nos.

1-5 20

5-15 22

15-30 8

>30 5

It was observed that maximum computers and laptop users ranging between 5-25.

This area can be focused.

1 to 5

5 to 15

15 to 30

>30

[41]

6. What is the brand used for laptops?

e.) HCL

f.) Toshiba

g.) Lenovo

h.) Others

Observation showed that Toshiba was the major brand used in laptops.

Various other brands like HP and Samsung etc. are also used. HCL has also a good

market share.

HCL

Toshiba

lennovo

others

Laptops brand Total Nos.

HCL 11

Toshiba 19

Lenovo 13

Others 12

7. Do you have AMC?

i.) Yes

j.) No

Company place having AMC

Company place not having AMC

According to above graphical data interpretation, that is the most important places

where computer has been used and it has been observation and showed that less

than 60% hospitals have their AMCs. This area can also be considered.

[42]

Total Nos.

place having AMC 30

place not having AMC 25



pitals have their AMCs. This area can also be considered.

Company place having

AMC

Company place not

having AMC



pitals have their AMCs. This area can also be considered.

Company place having

Company place not

[43]

8. What type of company is having the AMC?

a.)Regional office of the company

b.) Any other local player

Type of AMC company Total Nos.

Authorized regional office 24

Local players 6

That the above graph shows that the use of AMCs in regional office and local

players prefers authorized regional offices to select for the service rather than

going for a local player.

regional office of thecompany

any local player

[44]

9. Are you facing any problem with current used product line?

a.)Yes

b.)No

c.)Not yet

Total Nos.

Facing problem 15

Not facing problem 18

Not faced problems yet 22

That the above graph shows that the above observation showed that major number

of users are either not facing any problem or they have not being encountered with

any.

facing problem

not facing problem

not faced problems yet

[45]

10. Are you planning to make any new purchase?

a.) Yes

b.) No

c.) Not yet planned

Planning about new purchase Total Nos.

Planning to purchase 9

No planning 17

Not yet planned 29

That the above graph show that the most of the users have not planned about

making a purchase and a very few are planning to make a buy.

planning to purchase

no planning

not yet planned

[46]

11. How do you find the HCL products?

a.) OK

b.) Good

c.) Satisfactory

d.) Outstanding

e.) Not tried yet

Reaction about HCL products Total Nos.

OK 3

Good 12

Satisfactory 19

Outstanding 7

Not tried yet 10

According to above graph shows that the maximum of HCL user are satisfied with

the products and services provided. Very few have not tried yet HCL on a business

scale, but most of them have an experience about HCL.

OK

good

satisfactory

outstanding

not tried yet

[47]

12. Do you want to know more about HCL products?

a.)Yes

b.)No

Wanted knowledge about HCL Total Nos.

Yes 42

No 13

That the above graph shows that the observation and the most of the people are

interested in knowing more about the brand and have the urge to buy.

want info about HCL

no info wanted

[48]

13. Do you require demo for any product?

a.)Yes

b.)No

Total Nos.

Interested in demo 24

Not interested in demo 31

This observation showed that almost 45% of the sample was interested in demo.

interested in demo

not interested in demo

14. Do you want to buy any product? (Commercial proposal)

a.)Yes

b.)No

c.)Not yet decided

Commercial proposal

Yes

No

Not yet decided

That the above graph shows that

chunk of hospitals surveyed either doesn’t want or they have not planned for any

commercial proposal.

[49]

Do you want to buy any product? (Commercial proposal)

c.)Not yet decided

Total Nos.

8

19

28

That the above graph shows that the above observation showed that almost a huge


Yes

No

Not yet decided

Do you want to buy any product? (Commercial proposal)

the above observation showed that almost a huge


Not yet decided

[50]

MAJOR PLAYERS IN THE MARKET

� HCL � DELL � IBM � SAHARA � APPLE � HP-COMPAQ � ZENITH � ACER � INTEX � SONY � OTHERS

[51]

SAHARA COMPUTER

Established in 1997 Sahara Computers assembles and markets computers & peripherals through a global distribution network that covers established and emerging markets. The company is owned by Sahara Holdings, a fully Broad-Based Black Economic Empowered entity, and is based in Johannesburg, South Africa. It is the official distributor and Original Equipment Manufacturer (OEM) for a variety of top international vendors.

An accredited member of the Proudly South African campaign, the Sahara business network stretches across South Africa to include Cape Town, Durban & Port Elizabeth. The company has established a strong presence globally, with offices across EMEA, including Nairobi & Mombassa in Kenya and Botswana, Dubai, the U.K and China.

Sahara Computers is currently the largest operation of its kind in Southern Africa. Owned by Sahara Holdings group, company boast an annual turnover over 1.4 billion Rand. Sahara Holdings strictly adheres to the principles of Broad-Based Economic Empowerment and established itself among the frontrunners of empowered organizations within the ICT sector when it confirmed its participation in an empowerment deal valued at R640 million in 2006.

For the deal Sahara Holdings sold 27% of their shares to a newly established consortium represented by mining and mineral resource Group Mvelaphanda Holdings (Pty) Ltd. chaired by Tokyo Sexwale, and Afripalm Consortium, a local investment company chaired by Lazarus Zim.

[52]

The deal incorporates subsidiaries and associates of Sahara Holdings including Sahara Computers Pty Ltd., Sahara Systems Pty Ltd., Sahara Consumables Pty Ltd., Sahara Distribution Pty Ltd. and Annex Distribution Pty Ltd.

This venture signals a new era in the transference of the benefit and value associated with technology, through to communities and individuals. It also reinforces Sahara’s pledge to provide access to high quality, affordable communication technology and infrastructure. It is the competency and dynamic attribute of Sahara Computers that has won it the confidence of many major IT suppliers, representing key product and component ranges.

These Include Internationally Renowned Leading Brand Names Such As

Microsoft, the global leader in software, services and peripherals; Foxconn, a leading manufacturer of connectors and cable assemblies in the world; Samsung, technology giant, Creative Labs, global leader in PC entertainment products, Intel, world’s leader in PC microprocessors; AMD, the fastest growing CPU vendor; SMC, total network solutions provider; Maxtor, leading hard disk and storage solutions provider; Symantec, world leader in internet security; and Epson and Lexmark, high quality printing industry giants.

Thus, With vast expansion goals set to by the Sahara team, and a strategic roadmap plan for expansion this multinational group of companies is set to be an explosive force in the future of IT in Africa and Asia. Indeed aiming to be ‘The ultimate in PCs’.

[53]

SAHARA PROFESSIONAL PC:- DT-7120FE

Processor AMD Athlon64 ™ 3500+ 939-Pin

OS Genuine Windows® XP Professional Edition

Memory 512MB PC400 DDR

VGA & Graphics

Hard Drive 160GB 7200rpm

Optical Drive

16X Dual Layer DVD Writer

Processor AMD Athlon64 ™ 3500+ 939-Pin

OS Genuine Windows® XP Professional Edition

Memory 512MB PC400 DDR

VGA & Graphics

Hard Drive 160GB 7200rpm

Optical Drive


[54]

SAHARA WINDOW PC’S: -

Processor Intel LGA775 541, 3.2GHz HT CPU 800FSB

AMD Athlon64 ™ 3500+ 939-Pin

Intel P4 - 630 ® 3.0GHz CPU - LGA775 2MB +XD+EIST+EM64T

OS Genuine Windows® Media Centre Edition

Genuine Windows® XP Professional Edition

Genuine Windows® XP Professional Edition

Memory 512MB PC533 DDR2 Memory

512MB PC400 DDR 512MB PC400 DDR

Hard Drive 160GB SATA 7200 rpm hard drive

160GB 7200rpm 160GB 7200rpm

Optical Drive


16X Dual Layer DVD Write

SAHARA AMD PC’S:-

Models

DT7120-FC

Processor AMD Athlon64 ™ 3500+ 939-Pin AMD Athlon64 3500+ 939-

Pin

OS Genuine Windows® XP

Professional Edition Genuine Windows® XP Home

Edition

Memory 512MB PC400 DDR 512MB PC400 DDR

VGA & Graphics

Hard Drive 160GB 7200rpm 160GB 7200rpm

Optical Drive 16X Dual Layer DVD Writer 16X Dual Layer DVD Writer

[55]

SAHARA VALUE PC’S:-

Models

DT2510-C2

DT7120-FC

Processor Intel Celeron-D 331J 2.66Ghz CPU

- LGA775-EMT64T AMD Athlon64 3500+

939-Pin

OS Linux Genuine Windows® XP

Home Edition

Memory 256MB PC400 DDR 512MB PC400 DDR

VGA &

Graphics

Hard Drive 40GB 7200 rpm 160GB 7200rpm

Optical Drive

52X CD-RW Drive 16X Dual Layer DVD

Writer

[56]

DELL COMPUTER

Dell Inc. listens to customers and delivers innovative technology and services they trust and value. Uniquely enabled by its direct business model, Dell sells more systems globally than any computer company, placing it No. 25 on the Fortune 500. Dell's climb to market leadership is the result of a persistent focus on delivering the best possible customer experience by directly selling standards-based computing products and services. Revenue for the last four quarters totaled $57.9 billion and the company employs approximately 78,700 team members around the globe.

Dell was founded in 1984 by Michael Dell, the longest-tenured executive to lead a company in the computer industry. The company is based on a simple concept: by selling computer systems directly to customers, Dell could best understand their needs and efficiently provide the most effective computing solutions to meet those needs. This direct business model eliminates retailers that add unnecessary time and cost, or can diminish Dell's understanding of customer expectations.

The direct model allows the company to build every system to order and offer customers powerful, richly-configured systems at competitive prices. Dell also introduces the latest relevant technology much more quickly than companies with slow-moving, indirect distribution channels, turning over inventory in just five days on average.

[57]

The Dell Effect For more than 20 years, Dell has revolutionized the industry to make computing accessible to customers around the globe, including businesses, institutional organizations and individual consumers. Because of Dell's direct model—and the industry's response to it—information technology is more powerful, easier to use and more affordable, giving customers the opportunity to take advantage of powerful new tools to improve their businesses and personal lives.

Dell has demonstrated this effect time and again as it enters new, standardized product categories, such as network servers, workstations, mobility products, printers and other electronic accessories. Nearly one out of every five standards-based computer system sold in the world today is a Dell. This global reach indicates our direct approach is relevant across product lines, regions and customer segments.

[58]

Compaq Computer Corporation was an American personal computer company founded in 1982, and now a brand name of Hewlett-Packard.The company was formed by Rod Canion, Jim Harris and Bill Murto — former Texas Instruments senior managers. The name "COMPAQ" was derived from "Compatibility and Quality", as at its formation Compaq produced some of the first IBM PC compatible computers.

Once the largest supplier of computing systems in the world, previously regarded as perhaps the most reputable manufacturer of mid-range hardware it existed as an independent corporation until 2002, when it merged with Hewlett-Packard.

1980s Compaq was founded in February 1982 by Rod Canion, Jim Harris and Bill Murto, three senior managers from semiconductor manufacturer Texas Instruments. Each invested $1,000 to form the company. Their first venture capital came from Ben Rosen and Sevin-Rosen partners. Like many small startups with unique beginnings, the original Compaq PC was first sketched out on a placemat by the founders while dining in a local Houston restaurant, House of Pies.

In November 1982 Compaq announced their first product, the Compaq Portable, a portable IBM PC compatible personal computer. It was released in March 1983 at $2995, considerably more affordable than competitors at the time. The Compaq Portable was one of the progenitors of today's laptop. It was the second IBM PC compatible, being capable of running all software that would run on an IBM PC.

[59]

Deskpro On June 28th 1984 Compaq Released the Compaq Deskpro, a 16-bit desktop computer using an Intel 8086 microprocessor running at 7.14MHz. It was considerably faster than an IBM PC and was, like the Compaq Portable, also capable of running IBM software. This was the first of the Compaq Deskpro line of computers. Deskpro 286

In 1985, Compaq released the Compaq Deskpro 286, a 16-bit desktop computer using an Intel 80286 microprocessor running at 8 MHz and capable of supporting up to 7 MB of RAM. It cost $2000 for the 40-MB hard disk model. It was considerably faster than an IBM PC AT which ran at 6MHz at that time and was, like the Compaq Portable, also capable of running IBM software.

Deskpro 386

When in 1986 Compaq introduced the first PC based on Intel's new 80386 microprocessor, the Compaq Deskpro 386[1], they began a period of increasing performance leadership over IBM, who were not yet using this processor. An IBM machine eventually reached the market seven months later, but by that time Compaq was the 386 supplier of choice and IBM had lost its image of technical leadership .Systempro

This technical leadership and the rivalry with IBM was emphasised when the Systempro server was launched in late 1989 - this was a true server product with standard support for a second CPU and RAID, but also the first product to feature the EISA bus which was designed in reaction to IBM's MCA (MicroChannel Architecture).

[60]

1990s

At the same time as they began to dominate the server market, in the early 1990s Compaq entered the retail computer market with the Presario, and was one of the first manufacturers in the mid-1990s to market a sub-$1000 PC. In order to maintain the prices it wanted, Compaq became the first first-tier computer manufacturer to utilize CPUs from AMD and Cyrix. The price war resulting from Compaq's actions ultimately drove numerous competitors, most notably IBM and Packard Bell, from this market.

PC Products Compaq Armada M300 Compaq Portable Compaq Deskpro Compaq LTE Compaq Presario Compaq ProLinea Compaq ProLiant Compaq Armada Compaq Evo iPAQ Compaq Professional Workstation AP400 Tc1000, a tablet notebook

[61]

ROLE OF ADVERTISEMENT

Advertisement plays an important impact on consumers to purchase destop pc’s of brands. Now a day we see that each and every company endorsing brand ambassadors so that to attract customers and make their customer base more & more. IBM has signed Saif Ali Khan to endorse his products Shahrukh khan was endorsed by compaq so that more & more computes can be sold out.

Indian PC Market to Show Double Growth than the World

PC market in India will likely grow at 20%, almost double of global PC market this year, as per Gartner, the research firm. However, the growth in Indian PC market will be five percentage-points lower in comparison to what it was last year (2006).

Gartner forecasts that PC makers will ship 255.7 million units worldwide this year, a 10.5% increase from 2006. Revenue, on the other hand, is projected to increase only 4.6% to US$213.7 billion, as average selling prices continue to drop.

In 2007, worldwide shipments of PCs are expected to increase 10.5% from last year to reach 255.7 Million units. On the other hand, the revenues are anticipated to grow just 4.6% and reach US$ 213.7 Billion with continuous decline in average selling prices. Emerging markets will play a key role in this growth.

“Emerging markets and mobile PCs will continue to provide growth. However, falling average selling prices (ASPs), slowing replacement activity, and further declines in mature market desk-based PC shipments will keep PC vendors under pressure to rationalize their operations or exit the market,” as per George Shiffler, research director with Client Platforms Markets Group of Gartner Dataquest. The statement appeared in IndiaTimes Infotech on March 21, 2007.

[62]

As said by IDC, PC shipments in India increased 25% in 2006. “The consumer and the SMB segments will be the major drivers of the Indian market. High demand for mobile PCs bolstered the growth, overtaking sales in the desk-based segment. In addition, with a greater focus given to e-governance, the government spend is expected to propel the market further”, said Gartner India’s principal analyst, Diptarup Chakraborti while commenting on Indian market. IndiaTimes Infotech published this statement on March 21, 2007.

As per the RNCOS report “Portable Electronics Market - Worldwide (2006)”, “A fundamental move toward mobile computing going on in the market is making significant contribution to the top line growth.”

[63]

Marketing Strategies of Each company to attract Customers

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

Some of the Strategies They Are Playing

Vista and Office 2007 hit the market

Microsoft has opened the doors for consumers to Purchase its latest Operating System, Windows Vista and Office 2007 with a grand launch across 70 countries. Microsoft released the latest version of its operating system Windows Vista and Office 2007 for corporate customers in November 2006. Now it has launched the software for the masses, i.e. non corporate consumers. The consumer launch took place on 30th January across 70 countries. Windows Vista is the first major Windows launch by Microsoft since the launch of Windows XP in 2001.

[64]

These products are launched to ‘wow’ customers with features like enhanced security, better search, improved parental control and an all new interface. According to Ravi Venkatesan, Chairman, Microsoft India, “This is the launch of the decade for Microsoft and the biggest for us in India, with the design of this product we have dealt with the security issues.” In India, OEMs including HCL, HP, Lenovo, Sahara, Wipro and Zenith are launching Vista compatible PCs.

Windows Vista and Office 2007 will be made available to the public in several editions. The consumer editions are Windows Vista Ultimate, Windows Vista Home Premium, Windows Vista Home Basic and Windows Vista Starter. Vista is being shipped in 18 languages including Hindi. Extending the Indian language support, Microsoft will have 13 more Indian languages including Telugu and Marathi and support for these is expected by early 2008. Office 2007 comes in two consumer editions—Office Home & Student 2007 and Office Basic 2007.

[65]

On the commercial front, Munglani feels that decision cycles are still slow, but there is a definite increase in queries and tenders. He feels that government funded projects need to increase, and points to the recent Andhra Pradesh schools project, which pulled in more than 5,000 units, as a good example of what government enthusiasm for IT can do.In conclusion, going by what the industry feels and what the numbers reveal, recovery is definitely taking place in the industry, though caution is still the prevailing sentiment.

However, the bottom line is that the days of super growth seem to be over. While IDC has predicted 22.3 percent growth in 2003, not everyone in the industry seems to be ready to join in the chorus. HP’s Sai Chandrasekhar says that their assessment is an expectation of 10-15 percent growth, which he feels is very realistic. “It is unlikely that the market will return to the heady days of 30 percent growth,” he explains. Kochhar of Skoch seconds that when he says, “We can no longer look at heady growth rates like 40 percent or 60 percent...the market has been growing more in single digit to low two digit growth rates.”

And that seems to be the future that India’s PC brigade faces-but well, surely even low two digit growth rates are better than negative growth, and that’s the reason for the cautious smiles on the faces of PC vendors. Hopefully, the next quarter will bring even broader smiles.

[66]

PARTY TIME FOR BRANDED PC PLAYERS

The PC market is rocking with branded PC vendors grabbing marketshare from the assembled players, says Kusum Makhija

The overall market for desktop personal computers registered a 28.2 percent growth during calendar year 2004 as compared to the previous year. What is significant is that branded PCs continue to make impressive gains against the grey market. According to IDC, the share of branded PCs grew from 36.2 percent in 2003 to 49.2 percent in 2004, registering an impressive growth rate of 74.3 percent. Interestingly, the grey market remained flat, registering a growth of 2.2 percent, while the total desktop PC market registered a growth of 28.2 percent.

[67]

LEADERSHIP

Shiv Nadar Founder HCL, Chairman and CEO HCL Technologies

Ajai Chowdhry Co-Founder HCL, Chairman and CEO HCL Infosystems

J V Ramamurthy Chief Operating Officer HCL Infosystems Ltd

Vineet Nayar President: HCL Technologies

Ranjit President and CEO of the HCL Technologies (BPO)

[68]

KEY PARTNERSHIPS

From the above graph it is clear that in Indian Hardware Industry the HCL

Infosystems Ltd. share is highest in all branded companies. But still very high portion about 57.5% is in favour of unbranded local companies, which is still a challenge towards all.

The share of the unorganizedprice of branded PCs. A recent phenomenon has been the increasing share of Tier 2 towns and cities in the PC sales thereby indicating increased PC penetration into the hinterland.

[69]

From the above graph it is clear that in Indian Hardware Industry the HCL is highest in all branded companies. But still very high

portion about 57.5% is in favour of unbranded local companies, which is still a

unorganized sector has been falling steadily with the fall in d PCs. A recent phenomenon has been the increasing share of Tier 2

towns and cities in the PC sales thereby indicating increased PC penetration into

From the above graph it is clear that in Indian Hardware Industry the HCL is highest in all branded companies. But still very high

portion about 57.5% is in favour of unbranded local companies, which is still a

sector has been falling steadily with the fall in d PCs. A recent phenomenon has been the increasing share of Tier 2

towns and cities in the PC sales thereby indicating increased PC penetration into

[70]

Sales of notebooks have averaged around 50,000 in the past two years. Printers have been traditionally the fastest growing segment of the PC peripherals market. Even when PC sales were increasing by 39%, printer sales increased by 41%. The slowdown affected printer sales too and in 2001-02, the increase was just 1%. In that year, 836,122 printers were sold and that included inkjet, laser and dot matrix. The momentum is expected to pick up in 2002-03 and the printer market would grow at 8% to reach 900,000 printers. Due to falling prices, Laser printer sales are growing fastest.

In future, HCL’s hardware sales to the institutional segment are likely to remain stable, with sustained hardware spending by all the verticals, especially the banking and financial services sector. Besides, in retail hardware sales, a continued reduction of price points, facilitated in part by the recent reduction in excise duties on PCs, is likely to reduce the price advantage of the small assemblers, and augur well for branded PC manufacturers like HCL. In the medium term, HCL’s margins, despite its sales tax advantages, may be affected by the likely removal of duty protection on manufactured PCs from the year 2005. With imported PCs becoming cheaper, it may be critical for HCL to establish an alternate supply chain based on imports of finished PCs. Nonetheless, its financial risks are mitigated by its low gearing, substantial liquid investments and unutilized working capital limits.

IDC declared its numbers for the Indian PC market for financial year 2005-06 today. The year recorded an impressive growth in terms of unit shipments - the market grew 30% over financial year 2004-05 to exceed the 4.6 million-mark, according to IDC's India Quarterly PC Market Tracker, 1Q 2006, May 2006 preliminary release.

[71]

REVISITING THE LOW-COST PC MARKET

A computer at nearly one-third of current prices is a dream for most Indians. And yet, buyers are not holding their breath for these devices. For experience has proved that expectations are seldom met. However, this time around, those propagating low-cost computing solutions have taken a different route. Chris Ann Fichardo elaborates on the difference.

The buzz is in the air again. PC manufacturers are excited. Users are expectant. Even institutions like the IITs are enthusiastic. The reason: India’s dream of an affordable PC (priced below Rs 10,000) is ready to hit the market. For nearly a decade this dream has struggled to become a reality. India Inc. has made many noteworthy attempts in the past to introduce low-cost computing solutions, but in vain. Be it Wipro’s Janata PC, iNabling Technologies’ e-mail device, iStation, or the much-talked about handheld device, the Simputer—all brilliant concepts that have not quite made it commercially yet.

The company netcore is doing groundbreaking work to make possible the Rs 5,000 PC (5KPC), says that if the price point of a PC comes down between Rs 5,000 to 10,000 per user, India has the ability to absorb 10-20 million PCs a year for the next several years. This potential gains further significance when one realizes that the present market size is just two million PCs a year! In the last 20 years the installed base has barely crossed six million PCs in India.

[72]

According to Richard Brown, director for International Marketing at VIA attributes this sudden interest by vendors to the "real growth potential" of the low-cost PC market."I remember five to seven years ago when the first $1,000 PC appeared (introduced by Compaq), people wondered if the price point was for real. And since then there has been a continuous push down in the price points for PCs, which is a sign of commoditization of the industry. For a long time the industry has resisted moving to lower price points, and now they are actually seeing that there is demand in that space and they are buying into it," he says.

[73]

CHANGING TRENDS IN PC MARKET

� With prices of PCs being slashed, the education sector is expected to see a high demand for personal computers.

� Consumers are shifting their focus of PC computing from an average system

to one that is closer to a high-end system and upwards. � The need for the most powerful multimedia computers is increasing. � Linux might gain ground in the government and defence sectors. � Customers, both in the consumer as well as in the commercial space will

demand better service levels from vendors. � Service and support is going to be a critical aspect of vendor strategy. � Depreciation period of IT products should be reduced to further boost growth. � The desktop space will see more and more entertainment-oriented features

getting integrated into the normal PC. � The enterprise space will witness more stress on security, TCO,

manageability and multiple levels of redundancy, among others � Companies, which will offer affordable innovation will gain market share. � Unicode will drive PC penetration into rural markets

� SME will continue to be a major segment.

� The industry has standardized on 80 GB HDDs.

[74]

Trends Expected In 2009

� In the future, with more duty cuts expected, analysts believe branded PC players will gain further against assembled players. Retail may get a renewed thrust. Observes Raj Saraf, Chairman and Managing Director, Zenith Computers, “We have1300 retail outlets today, which we hope to grow to 15000 by the end of 2009.”

� While vendors are bundling in Linux to bring down costs, analysts see desktop Linux confined to the government and education sector. Linux on the desktop is unlikely to make inroads in the enterprise. Prices of computers have been falling rapidly, but vendors do not think prices of PCs will fall significantly in 2009.

� While 2007 saw strong demand emerging from select sectors such as the government and BPO outfits, 2008 could be relatively flat as most BPO firms are in the process of consolidation and not growth.

PC MARKET: TOP TRENDS

PC market revival may happen in second half of this year. Post-Budget PC prices will remain constant or rise marginally. Indian brands will survive, but they need to decide on an unambiguous competitive pitch. Thrust into the B & C class towns will be aggressive, by Indian and MNC players alike. The notebook market will show significant gains in 2002-03. If you want to know what the future holds for the Indian PC industry, the one fact you cannot afford to ignore is the current slowdown not just falling growth, or a gentle trough, but the horrible spectre of negative growth.

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The near panic the industry witnessed in the wake of this terrible time was reflected in the price slashes and bundling offers anything to kick start stagnating sales graphs was acceptable. And that took the PC to almost commodity status in India.

But then, that’s history. And in business, history is not what sells; promises of a rosier future do. According to industry association MAIT’s president Vinnie Mehta, sales have picked up in the JFM quarter, which is traditionally a high sales quarter, and as of now, they’re hoping that this will be a sustained phenomenon in spite of a lackluster Budget that did almost nothing to push up demand for PCs.

PRICES DO AN ABOUT-TURN

Immediately after this year’s Budget, most PC vendors said PC prices would remain constant, and some even pointed out that prices would rise, thanks to increasing memory prices. That should be one of the key differentiators between last year and the financial year ahead PC prices are not likely to come down, and in all probability, will actually see marginal rises.

Says Vasu Srinivas of IDC India, “While the initial response to the slowdown was to slash prices, when it began to hurt, PC vendors began to take a profitability approach. They are now seeking out the more profitable deals and aiming for better prices with lower volumes.”

Another factor that will contribute to stable prices is the move by the big distributors to cut credit periods down the line from 30 to 15 days. This move, coming in the wake of big defaults among IT channels, will discourage speculative and rash pricing and margin policies that result in price wars the industry can ill afford.

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TRIUMPH OF THE MNC BRIGADE

In recent times, one of the most important trends in the Indian PC business is the sight of MNC vendors turning leaders. Yes, HCL Infosystems, the leader in the desktop segment, is as Indian as they come, and the company’s leadership position seems in no immediate danger, but it’s not insurmountable either.

All it will take is the HP-Compaq deal going through in the United States, and HCL will become No 2 to an MNC behemoth that will then control almost double of HCL’s market share, which currently stands at 8.6 percent, according to George Paul, head-marketing, HCL Infosystems. While everyone admits that the market share of MNC brands has gone up, and mostly at the expense of Indian brands, this issue generates a lot of heat and passionate arguments.

BIG BUYERS MATTER

While the move to B & C class cities attracted attention, the biggest buyers of PCs pretty much remained constant, and they’re expected to continue to be the saviours of the beleaguered PC industry this year too. The honours go to the government both at the Centre and the states, and the banking and financial sector mainly PSU banks. Another segment expected to contribute significantly to PC buying this year is the telecom sector.

Retail’s still in vogue

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MOBILE COMPUTING, ANYONE

Mobile computing is also expected to have some effect on the PC market in the coming year. And in many ways, this may just be the beginning of things to come in the Indian PC market.

OUTLOOK

When will the good times start rolling again? The pundits have differing opinions. IDC India says the PC industry is expected to grow by 5.1 percent in 2002, and adds that PC buying is expected to revive in 2003, when a growth rate of 20 percent is forecasted. Kochhar of Skoch says this year will see some revival, though he warns that heady growth rates will not return without policy measures like 100 percent depreciation from the government. MAIT is hoping that the slight upturn in the JFM quarter is a portend of things to come, even though it revised industry sales projections for 2001-02 downwards from 2.45 million units to 1.65 million units.

THE DECISION MAKING PROCESS

Decision makers, who are used to depending on their past experiences, must make decisions and take actions in the rapidly this turbulent environment, thethrough the traditional "good judgment" viewpoint is weakened through increasing external noise (a multitude of information sources on multiple topics) and changing.

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THE DECISION MAKING PROCESS

Decision makers, who are used to depending on their past experiences, must make decisions and take actions in the rapidly changing worldthis turbulent environment, the ability to successfully view the through the traditional "good judgment" viewpoint is weakened through increasing

(a multitude of information sources on multiple topics) and

Decision makers, who are used to depending on their past experiences, must changing world we face today. In

ability to successfully view the current situation through the traditional "good judgment" viewpoint is weakened through increasing

(a multitude of information sources on multiple topics) and

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CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

WHAT IS CUSTOMER RELATIONSHIP MANAGEMENT (C RM)?

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

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

will help to achieve their business goals. For many, CRM is far more than a new software package, the renaming of traditional customer services, or an IT-based customer management system to support sales people. However, IT is vital since it underpins CRM, and has the payoffs associated with modern technology, such as speed, ease of use, power and memory, and so on.

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

Life Cycle (PLC). However, CLC focuses upon the creation of and delivery of lifetime value to the customer i.e. looks at the products of services that customers need throughout their lives. It is marketing orientated rather than product orientated. Essentially, CLC is a summary of the key stages in a customer's relationship with an organization.

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

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

CRM MODEL

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

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

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STRENGTHS:

HCL’s strengths are many, to mention a few:

a) Global Presence: • 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 world wide to its consumers. • 24 locations in 16 countries.

b) 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.

c) The core strength of HCL is the talent and innovativeness of its people which enables it to provide the “right solution at the right time.”

d) The mass markets handled through a chain of dealers, resellers and retailers which helps bring technology usage closer to the individual. It has very strong distribution network.

e) Its pool of competencies : Hardware, Software, Training, Networking, Telecom and System Integration.

f) Ability to understand customer's business and offer right technology. g) Long standing relationship with customers. h) Pan India support & service infrastructure. i) Best-value-for-money offerings.

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WEAKNESSES:

a) After sales service. b) Less promotional campaigns.

OPPORTUNITIES:

a) IT industry booming at a rate of 45% every year. b) Increasing consumer awareness about IT and its use. c) Tremendous untapped potential of IT products in India. d) Increasing competition. e) Tie ups with various MNCs enable to extract their core competencies.

THREATS:

a) Local assemblers are biggest menace for the company. b) Entry of MNCs i.e. IBM, Compaq giving direct competition. c) Govt. instability has a long term repercussions affecting company’s

policies & its growth. d) Technological shift as a result of research & development. Daily new

technologies are emerging.

Concluding the S.W.O.T. analysis in words that prosperity lies ahead for HCL. In order to retain its position as India’s No. 1 IT conglomerate, it has to come out with the state of art as well as futuristic technologies to its consumers well before time.

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FINDINGS & LIMITATIONS

Every project has some limitations even the researcher came across some

limitations while working on the project which made the analysis a little

inappropriate at times. Some of the basic limitations faced during the research are

listed below:

� Only limited number of authorized, companies and other areas where it has

been found 55 players was covered in the study.

� Most of the research was based on cold calls, so then visited many places i.e.

authorized and local areas and where it had not responded much.

� There was a bias on the part of the respondents.

� Companies that were contacted through telephone at times did not give

correct information to the researcher.

� The IT manager or the person heading the IT Department did not have the

rights to give the authorized official information to people other then the

members of the official itself and the high officials.

� At times there was a problem of non response from the hospitals, companies

and other authorized and unauthorized areas which affected the result of the

project being done by the researcher.

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� HCL is having large number of channel partners but it is not supporting & taking care all of them equally which results in increasing discontentment among new channel partners because its not possible for company to support all of them equally. Company should take some positive action against it.

� Company executive should visit dealers on regular basis.

� They should pay proper attention towards checking of various components of PC before end user delivery. Otherwise it tends towards defame of brand name in comparison to rivals.

� Need to expend customer care center as the consumer base of HCL Infosystem is increasing with tremendously fast pace.

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

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

� Company should make policy for fixed end user price for all dealers so that fair game will be played & dealer would not to compromise on their margin.

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Marketing is a very crucial activity in every business organization. Every product produced within an industry has to be marketed other wise it will remain as unsold stock, which will be of no value. I have realized this fact after completion of my summer training project. Despite of various difficulties and limitations faced during my summer training project on the topic “ Corporate Selling and Feedback ”. I have tried my level best to find out the most relevant information for the organization to complete the assignment that was given to me. After completion of my summer training project I have gained several experiences in the field or sales marketing. I have got the opportunity to meet various people, which fluctuate in different situation and time. This summer training project has given me the opportunity to have first experience in the corporate world.

Theoretical knowledge of a person remains dormant until it is used and tested in the practical life. The training has given to me the chance to apply my theoretical knowledge that I have acquired in my classroom to the real business world. I have completed my summer training project in which are involved in its successful completion. In spite of few limitations and hindrance in the summer training project I found that the work was a challenge and fruitful. It gives enough knowledge about the computers market and the distribution process undertaken by an organization. This summer training project has enabled my capability in order to manage business effectively and in my career in future.

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BOOK

AUTHOR: KOTLER PHILIP

TITLE: MARKETING MANAGEMENT

PLACE OF PUBLICATION: DELHI

PUBLISHER: TATA MC GRAW HILLS PUBLISHING CO. LTD

MAGAZINES / JOURNALS / NEWSPAPERS

♦ Business World

♦ Business Today

♦ The Financial Express

♦ The Times of India

♦ The Hindu

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WEBSITES:

♦ www.hcl.in

♦ www.indiainfoline.com

♦ www.google.co.in

♦ www.hp.com

♦ www.saharacomputer.com

♦ www.acer.com

♦ www.dell.com

♦ www.ibm.com

♦ www.hclinfosystem.in

♦ www.altavista.com

♦ www.khoj.com

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ANNEXURE QUESTIONNAIRE

Name ____________________________________

Designation ____________________________________

Address ____________________________________

Contact No. ____________________________________

1. Do you use computers for your business purpose? a.) Yes b.) No

2. What type of computers do you use? a.) Branded b.) Assembled

3. What brand computers do you use? a.) HP b.) HCL c.) acer d.) Others

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4. What is the number of installed desktops? a.) <15 b.) 15-50 c.) 50-75 d.) 75-200 e.) 200-500

5. What is the number of used servers? a.) 1 b.) 2 c.) 3-5 d.) >5

6. What is the number of installed laptops? a.) 1-5 b.) 5-15 c.) 15-30 d.) >30

7. What is the brand used for laptops? a.) HCL b.) Toshiba c.) Lennovo d.) Others

8. Do you have AMC? a.) Yes b.) No

9. What type of company is having the AMC? a.) Regional office of the company b.) Any other local player

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10. Are you facing any problem with current used product line? a.) Yes b.) No c.) Not yet

11. How do you find the HCL products?

a.) OK

b.) Good

c.) Satisfactory

d.) Outstanding

e.) Not tried yet

12. Do you want to know more about HCL products?

a.) Yes b.) No

project report (marketing) at hcl

Business

anup kumar

visibility

post graduate

fully owned

heady growth

digit growth

customer life

coimbatore