to study customer satisfaction level and competitive analysis of hcl cdc

HCL Infosystems Ltd, Pune

AProject Report

On

“Customer Satisfaction Level And Competitive Analysis”

Undertaken For

INFOSYSTEMS LTD

Career Development CentrePune

In Partial Fulfillment ofMaster of Business Administration (MBA)

Submitted To

University Of Pune

Under The Guidance Of

Prof. Prashant Kalaskar

Submitted By

Kishor V. Marvale

Through

Sinhgad Institute Of Business Administration And Computer Application, Lonavala.

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DECLARATION

I here by declare that this project report entitled “To study Customer

Satisfaction Level & Competitive Analysis of HCL CDC” is a bonafide record of the

project work carried out by myself during the academic year 2011-2012, in partial

fulfillment of the requirements for the award of Degree of Master In Business

Administration (MBA) of University of Pune.

This work has not been undertaken or submitted elsewhere in connection

with any other academic course.

KISHOR V. MARVALE

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ACKNOWLEDGEMENT

I would like to take this opportunity to express my sincere thanks and gratitude to Mrs.

Neeta Ganjoo, Business Head of HCL Career Development Centre, Pune for giving

me an opportunity to do my summer training in the esteem organization and it has indeed

been a great learning and enjoyable experience.

I would like to express my deep sense of gratitude and profound thanks to all staff

members of HCL Career Development Centre, Pune, for their kind support and

cooperation which helped me in gaining lots of knowledge and experience to do my

project work successfully.

I would like to acknowledge my sincere gratitude to The Director of my institute Dr.

Parag Kalkar, my Project Guide Prof. Prashant Kalaskar for helping me in this

project and my company project guide Mr. Gaurav Shrivastava.

At last but not the least, I am thankful to my Family and Friends for their moral support,

endurance and encouragement during the course of the project.

KISHOR V. MARVALE

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Executive Summary

“Tree cannot touch the skies, but certainly can have branches.” HCL too believes in this

axiom, and has strong footholds in Hardware, Software’s, and Networking and exists in

all the auras of IT.

Now, HCL Infosystems has ventured into the field of IT career development with an

objective to meet the increasing demand for skilled professionals from organizations

across the country.HCL Career Development Centre (HCL,CDC) courses have been

designed keeping in mind the specific needs of modern day organizations.

To survive and achieve success, new ventures need to understand the dynamics of

competition in their industries and develop skills and capabilities that give them a

competitive advantage. This is especially true among new ventures (companies that have

been in existence for eight years or less).

Customer do not buy services as such, they buy satisfaction, hence service marketers

must be clear about the satisfaction the customer is seeking and check out whether he is

actually getting it.

This report is based on above-mentioned problems i.e. competition in the market and

satisfaction of existing customers. This report is broken down into four main parts, first

its deals with the problem identification and the scope of the research, second explains

the process or methodology adopted under the head research methodology followed by

the review of literature under secondary research and finally concluding by analyzing the

primary research. The whole report is based on satisfaction analysis and competitive

analysis.

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Tables of Contents

Chapter No . Title Page No.

I Introduction

1.1 Organizational Profile1.2 The competitors1.3 SWOT analysis

6

IIResearch Methodology

2.1 Objective2.2 Scope of the study2.3 Methodology2.4 Limitations

20

III Conceptual discussions3.1 Meaning of research3.2 Steps in research process

26

IV Data Analysis4.1 Satisfaction Analysis, Interpretation and Presentation4.2 Competitive Analysis, Interpretation and Presentation

29

V Findings 54

VI Conclusion and Suggestions 56

VII Annexure 59

VIII Bibliography 62

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CHAPTER – I

INTRODUCTION

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Introduction

This project work is essential for the partial fulfillment of Masters In Business

Administration of Pune University. The objective of this project work is to know the

satisfaction level of consumers and to do the competitive analysis.

This project is segmented into two parts:

1. Satisfaction Analysis

2. Competitive Analysis.

Satisfaction reflects a person’s comparative judgment resulting from a product’s

perceived performance or outcome in relation to his or her expectation. Meeting the ever-

increasing expectation of the service sensitive customer is one of the greatest challenges

facing organizations today.

Effective marketing requires a keen understanding of the macro and microenvironment,

customers and competitors. Competition is becoming intense with every passing year.

Companies need to balance their customers and competitor orientation in order to be

successful in the fast changing environment.

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1.1 ORGANIZATIONAL PROFILE

History

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

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

software services arena. During the last few years, HCL has strengthened its processes

and applied its know - how, developed over 35 years into multiple practices - semi-

conductor, operating systems, avionics, bio-medical engineering, wireless, telecom

technologies, and many more.

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

world and the world was a black box to India. This microcomputer virtually gave birth 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 multi-processor UNIX in 1988, three years ahead of Sun and HP.

Today, HCL has grown rapidly and emerged as a global one-stop shop for IT

products. Today, the organization has a strong global presence across Europe, Middle

East, South Asia and Southeast Asia, and offers a diverse range of IT services and IT

outsourcing solutions.

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

certified and adhere to stringent quality standards and global processes.

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HCL INFOSYSTEMS

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

its 3 decades of expertise in total technology solutions, HCL Infosystems offers value-

added services in key areas such as system integration, networking consultancy and a

wide range of support services.

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

the domestic IT products, solutions and related services, which include PCs, Servers,

Office Automation, Networking Products, TV and FM Broadcasting solutions,

communication solutions, System Integration, Digital lifestyle Solutions and Peripherals.

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

Continuously meeting the ever-increasing customer expectations and applications, its

focus on integrated enterprise solutions has strengthened the HCL Infosystems'

capabilities in supporting installation types ranging from single to large, multi-location,

multi-vendor & multi-platform spread across India. HCL Infosystems, today has a direct

support force of over 2800+ members, is operational at 360+ locations across the country

and is the largest such human resource of its kind in the IT business in India. HCL

Infosystems has pan India presence across metros and non-metros.

HCL Infosystems' manufacturing facilities are ISO 9001 - 2000 & ISO 14001

certified and adhere to stringent quality standards and global processes. It has

consistently rated as Top player in PC industry by IDC. The Channel Business of HCL

Infosystems has an extensive network of over 3000+ resellers across 800 locations.

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Vision Statement of HCL Infosystems

“Together we create the Enterprises

of Tomorrow”

Mission Statement of HCL Infosystems

"To provide world-class Information Technology solutions and services

in order to enable our customers to serve their customers better"

Core values

We shall honor all commitments

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

We shall be responsible corporate citizens

Nothing transforms life like education.

Alliances and Partnerships

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

Microsoft, Bull, Toshiba, Nokia, Sun Microsystems, Ericsson, VIDIA, SAP, Scan

soft, SCO, EMC, VERITAS, CITRIX, CISCO, Oracle, Computer Associates,

RedHat, Infocus, Duplo, Samsung and Novell.

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HCL CAREER DEVELOPMENT CENTRE

HCL dominates the IT space as a leader. 45,000 gifted professionals, a colossal

US $4.5 Billion turnover, an international presence in 18 countries, and most importantly

a deep-rooted commitment to innovate, makes it a true Technology Giant.

As the fountainhead of the most significant pursuit of human mind, HCL

believes, only a leader can transform you into a leader. HCL Infosystems Limited has

launched Career Development Centers (CDC) with an objective to meet the increasing

demand for skilled professionals from organizations across the country.HCL CDC is an

initiative that enables individuals to benefit from HCL’s expertise in the space and

become Industry ready IT professionals...

HCL CDC (Career Development Centre) provides specially designed courses in

high-end Software, Hardware and Networking.

Vision Statement of HCL CDC

"To create industry ready professionals”

Mission Statement of HCL CDC

“To provide world-class information technology solutions

and services in order to enable our customers to serve

their customers better”

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TIMELINE

1976-Hindustan Computers Limited (HCL) born.

1977- HCL successfully ships in-house designed micro-computer at the same time as

Apple. The Indian computer industry is born.

1980- HCL introduces bit sliced, 16-bit processor based micro-computer.

1983- Indigenously develops an RDBMS, a Networking OS and a Client Server

architecture, at the same time as global IT peers.

1986- HCL becomes the largest IT company in India.

1988- HCL introduces fine-grained multi-processor Unix-3 years ahead of “Sun” and

“HP”.

1990- Data Quest marks HCL No.1 amongst top ten computer giants.

1991- HCL Ltd. and Hewlett Packard, USA, partner to form HCL-Hewlett Packard Ltd.

- JV develops multi-processor Unix for HP-heralds HCL’s entry into contract R&D.

1994- Distribution alliances formed with Ericsson Switches and Nokia Cell phones

1997- HCL Infosystems is formed.

- HCL's R&D spun-off as HCL Technologies- marks advent into software services.

- JV with Perot Systems, stake divested in 2003.

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1999- Initial Public Offering made by HCL Technologies Ltd.

- Formation of Global Board of Directors.

2000- Large contracts won from Bankers Trust, KLA Tencor, Cisco, GTech, NEC among

others.

2001-JV with Deutsche Bank- DSL software formed.

- HCL BPO Incorporated.

- Acquired British Telecom’s Apollo’s contact center in Belfast, Northern Ireland.

- HCL Infosystems becomes largest hardware company.

2002- Strong pursuit of nonlinear strategy to widen services portfolio; several JVs and

alliances formed.

- 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- Largest BPO order ever outsourced to an Indian BPO firm, won from British

Telecom.

- Landmark deals signed with Airbus and AMD.

- HCL crosses the benchmark of 20,000 employees around the globe.

2004- Accorded leader status by Meta Group in Offshore Outsourcing.

- HCL is India’s No.1 PC 4th year in a row.

2005- HCL signs Software Development Agreement with Boeing for the 787 Dream liner program.- JV with NEC, Japan.

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- HCL sets up first Power PC architecture design centre outside of IBM.

- Completes buy-out of JVs with Deutsche Bank and British Telecom's Apollo Contact

center

- HCL integrates all group employees under hcl.in domain.

- Sets up a dedicated Offshore Design Center for leading Tier-1 Aerospace supplier,

Hamilton Sundstrand.

- HCL Infosystems launches sub Rs.10, 000 PC. Joins hands with AMD, Microsoft to

bridge the digital divide.

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

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

unveiling “shop Toshiba”

- HCL Infosystems & Nokia announce a long-term distribution strategy.

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

notebooks brand - 'HCL Leap tops'.

- HCL Infosystems highlight Computer Solutions for the Rural Markets in India.

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

on a nationwide customer satisfaction survey conducted by IDC.

- HCL AND ZEE - Dish TV team up to take DTH TV to its next level of growth in India

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

Server Platforms Powered by Intel Dual - Core Xeon 5000 Processor.

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

iPods in India.

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PRODUCT PROFILE

HCL Career Development Centre offers following courses: HCNE (HCL Certified Network Engineer) HCNP (HCL Certified Network Professional) HCNA (HCL Certified Network Associate) HCHP (HCL Certified Hardware Professional) COMBO (CCNA,MCSE,RHCE)

HCNE HCNPDuration:3 months – Full Time12 months – Part Time

Module – 1Computer hardware and networking

Module – 2Advance Networking

Module -3Server

Module – 4Security

Module – 5CCNA

Module – 6MCSE

Module – 7RHCE

Duration:3 months – Full Time8 months – Part Time



Module – 3CCNA

Module – 4MCSE

Module – 5RHCE

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HCNA HCHPDuration:3 months – Full Time12 months – Part Time



Module -3Server

Module – 4Security

Module – 5CCNA

Module – 6MCSE

Module – 7RHCE

Duration:3 months

Module – 1Computer hardware

Module – 2Networking Fundamentals

Module -3MCP ( 2 Papers )

COMBO NOTEBOOKS

Duration:3 months – Full Time5 months – Part Time

Module – 1 MCSE Module – 2CCNA

Module -3RHCE

Duration:45 days

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THE MANAGEMENT TEAM

HCL Infosystems

Ajai Chowdhry

Co-Founder of HCL, Chairman and CEO of HCL Infosystems An engineer by training, Ajai Chowdhry is one of the six co-founder members of HCL, India 's premier IT conglomerate.

J V Ramamurthy

Chief Operating Officer of HCL Infosystems Ltd J V Ramamurthy has an engineering degree in Electronics & Communications, from Guindy Engineering College, and a Masters' degree in Applied Electronics from the Madras Institute of Technology, both in Chennai

Rajendra Kumar

Executive Vice President of Frontline Division HCL Infosystems Ltd. Mr. Rajendra Kumar has been with HCL for over 35 years and has seen HCL grow from a start up company to a gigantic conglomerate that it is today.

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1.2 THE COMPETITORS

The main competitors of HCL CDC in Pune are:

I. CMS Computer Institute:

Mr. K Prasad is the Director of CMS Computers Limited, which is said to be

India’s first Computer maintenance company.

CMS Computers Limited took birth in 1976.CMS Computer Institute was

launched in 1991.They have training centers in 13 states across India,5 out of which are

in Pune. They achieved ISO 9001:2000 certification for training in 2003.

II. Jetking School Of Electronic Technology:

Mr. Suresh G Bharwani is the Chairman & Managing Director of Jetking

Infotrain Ltd. which is said to be India’s pioneering Computer Hardware and Networking

Institute.

Jetking Group took birth in 1947.Jetking School Of Electronic Technology was

launched in 1990. They have a turnover of 67 crores. They have 85 training Institutes in

20 states across India, out of which they have 3 training centers in Pune. They have ISO

9001:2000 certification since 2003.

III. Karrox Technologies Ltd:

Karrox Technologies is a Mumbai based training Organization which offers training

in Software, Hardware networking and IT Security. It has 4 training centers in Pune.

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1.3 SWOT ANALYSIS

STRENGTH WEEKNESS

Established Brand name

35 years of rich experience in IT Industry.

Presence of the company in 18 countries.

World class IT infrastructure.

Trainers from industry.

Original courseware from Microsoft, Cisco & Red Hat.

Lack of awareness of HCL CDC(carrier development center) among the people

Perception of the masses that HCL is a computer manufacturing company

Lack of manpower

OPPORTUNITIES THREATS

Pune is one of the IT hubs of the country and there are so many companies other than IT companies, which are growing day by day, where there is requirement of skilled IT professionals.

Pune is a city known for education so it is full of students who are from different parts of the country so there is a huge potential for HCL CDC.

Too many competitors who are already established in the market.

A bad performance of HCL CDC can affect the name of parent company and vice versa.

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CHAPTER – II

RESEARCH METHODOLOGY

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2.1 RESEARCH OBJECTIVES

To analyze the customer satisfaction level of HCL CDC in Pune.

To study where HCL CDC stands in comparison to its competitors.

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2.2 SCOPE OF RESEARCH

This research study will help the company to know its competitors in the market,

the kind of strategies used by its competitors. This study will also help the company to

know the requirements and expectations of the customers and to determine whether the

customers are satisfied with the services.

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2.3 RESEARCH METHODOLOGY

Redman and Mory define research as a, “systematized efforts to gain

new knowledge” Research methodology is a way to systematically solve the research

problem. Research methodology not only includes research methods but also consider the

logic behind the methods we use in the context of our research study and explain why we

are using a particular method or technique so that research results are capable of being

evaluated by researcher himself or others.

Type of Universe:

Here, type of universe is finite universe, because we can count the number of

sample unit.

Sampling Unit:

Here sampling units are students of HCL Career Development centre.

Sample Size:

Here sample size is 100

Type of Sample Design:

It is a type of probability sampling, it is also known as random sampling – under

this sampling design every item of the universe has an equal chance of including in the

sample. It is, so to say, a lottery method in which individual units are picked up from the

whole group not deliberately but by some mechanical process.

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Method of Data collection

Here, Method of Data collection is Questionnaire Method

No of questions: 10 questions excluding profile

Type of questions: Open ended questions

Primary Data Sources:

I did the survey to collect data from the respondents. The survey I conducted in the HCL

Career Development Centre was the primary source of information.

Secondary Data Sources:

The company’s website, product leaflets, newspaper, information provided by the

marketing team of HCL Career Development Centre was my secondary sources of

information.

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2.4 LIMITATIONS

Language barrier was a problem in some cases.

Appropriate data was not available for competitive analysis.

A few respondents were not cooperative.

Time constraint was a problem.

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CHAPTER – III

CONCEPTUAL DISCUSSIONS

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3.1 MEANING OF RESEARCH

Research in common parlance refers to a search for knowledge. Once can also

define research as a scientific and systematic search for pertinent information on a

specific topic. In fact, research is an art of scientific investigation.

The Advanced Learner’s Dictionary of Current English lays down the

meaning of research as “a careful investigation or inquiry specially through search for

new facts in any branch of knowledge.”

Research is an academic activity and as such, the term should be used in a

technical sense.

According to Clifford Woody research comprises defining and redefining

problems, formulating hypothesis or suggested solutions; collecting, organizing and

evaluating data; making deductions and reaching conclusions; and at last carefully testing

the conclusions to determine whether they fit the formulating hypothesis.

D. Slesinger and M. Stephenson in the Encyclopedia of Social Sciences define

research as “the manipulation of things, concepts or symbols for the purpose of

generalizing to extend, correct or verify knowledge, whether that knowledge aids in

construction of theory or in the practice of an art.”

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3.2 STEPS IN RESEARCH PROCESS:

1. Formulating the Research Problem

2. Extensive Literature Review

3. Developing the objectives

4. Preparing the Research Design including Sample Design

5. Collecting the Data

6. Analysis of Data

7. Generalization and Interpretation

8. Preparation of the Report or Presentation of Results-Formal writes ups of

conclusions reached.

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CHAPTER – IV

DATA ANALYSIS

4.1 Satisfaction Analysis, Interpretation and Presentation

4.2 Competitive Analysis, Interpretation and Presentation

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4.1 SATI SFACTION ANALYSIS

1. On asking how did they come to know about HCL CDC?

Posters &

Banners

Internet

Seminars Reference Workshop Customer end calls by

company

Any other

20 1 25 45 3 5 1

35%

20%15%

10%

10% 10% 1% Posters & BannerInternetSeminarsReferenceWorkshopCustomr end calls by companyAny other

Interpretation:

Maximum Respondents came to know about HCL through reference. 45 % respondents came to know about HCL CDC through Reference 20 % from posters and banners and 25 % from Seminars. Rest of the respondents came to know about HCL CDC through internet,

workshops and some other reasons

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2. On asking what is the main reason behind taking admission in HCL CDC?

Brand Name

Reviews from ex-students

Course Contents

Facilities Quality of Service

Performance & results

35 20 15 10 10 10

Interpretation:

Most of the students have taken admission because of the brand name of HCL. 35 % students have taken admission because of brand name of HCL. 20 % students have taken admission because of reviews from ex-students. 15 % students have taken admission because of course content. 10 % students have taken admission because of quality of service provided in

HCL CDC. 10 % students have taken admission because of facilities provided in HCL CDC. 10 % students have taken admission because of performance and result.

3. On asking in which course they have taken admission?

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35%

20%15%

10%

10%10%

Brand NameReviews from ex-studentsCourse ContntsFacilitiesQuality of ServicePerformance and result


HCNE HCNP HCNA HCHP Combo Modular

20 42 10 5 15 8

20%

42%10%

8%

15%5%

HCNE

HCNP

HCNA

HCHP

COMBO

MODULAR

Interpretation:

Most of the students opt for HCNP and after that HCNE. 42 % students have taken admission in HCNP. 20 % students have taken admission in HCNP 15 % students have taken admission in COMBO 10 % students have taken admission in HCNA 8 % students have taken admission in HCHP. 5 % students have taken admission in MODULAR courses.

4. On asking why they have opted for this course?

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Interest in this field

Career Opportunities

For promotion in job

For diversifying the career

5 60 10 25

5%

60%

10%

25%

Interst in this field

Career Opportunities

For promotion in job

For divrifying the creer

Interpretation:

Most of the students opt for these courses to grasp career opportunities. 60 % of the respondents opt for this course for career opportunities. 25 % of the respondents opt for this course for diversifying their career. 10 % of the respondents opt for this course to get promotion in their job. 5 % of the respondents opt for this course because of their interest in this field.

5. On asking what thy feel about the faculty performance?

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Excellent Very Good

Good Average Below average

Bad

87 10 2 1 0 0

87%

10%2% 1%

Excellent

Very Good

Good

Average

Below Average

Bad

.

Interpretation:

Most of the respondents feel that faculty performance is excellent in HCL CDC. None of them feels that they are even below average or bad.

87 % of the respondents feel that faculty performance is excellent. 10 % of the respondents feel that faculty performance is very good. 2 % of the respondents feel that faculty performance is good. 1 % of the respondents feel that faculty performance is average.

6. On asking what are their views on the study material that they get in HCL CDC?

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Excellent Very Good


Bad

45 25 30 0 0 0

45%

25%

30%Excellent

Very Good

Good

Average

Below Average

Bad

.

Interpretation:

Maximum number of the respondents thinks that study material provided to them is excellent and rest of them find it very good.

85 % of the respondents find the study material provided to them at HCL CDC is excellent.

15 % of them find it very good.

7. On asking what are their views on the infrastructure of HCL CDC?

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Excellent Very Good


Bad

10 75 15 0 0 0

10%

75%

15%Excellent

Very Good

Good

Average

Below Average

Bad

.

Interpretation:

Most of the students have a view that infrastructure of HCL CDC IS very good. 75 % of the students find the infrastructure of HCL CDC very good. 15 % of the students find the infrastructure of HCL CDC good. 10 % of the students find the infrastructure of HCL CDC excellent.

8. On asking are you satisfied with the facilities that you get in HCL CDC?

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Highly Satisfied Satisfied Not Satisfied

12 86 2

12%

86%

2%

Highly Satisfied

Satisfied

Not Satisfied

.

Interpretation:

Most of the respondents are satisfied with the facilities that they get in HCL CDC. 86 % of the respondents are satisfied with the services that they get in HCL CDC. 12 % of the respondents are highly satisfied with the services that they get in

HCL CDC. 2 % of the respondents are not satisfied with the services that they get in HCL

CDC.

9. On asking what are their views on the fee structure of HCL CDC?

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Very High High Average Low

11 73 16 0

11%

73%

16%

Very High High

Average Low

Interpretation:

Most of the Respondents find the fee structure of HCL CDC high. 73 % of respondents have a view that fee structure of HCL CDC is high. 16 % of respondents have a view that fee structure of HCL CDC is average. 11 % of respondents have a view that fee structure of HCL CDC is very high.

10. On asking what is their overall satisfaction level in HCL CDC?

Very High High Average Below Low Very Low

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Average5 79 16 0 0 0

5%

79%

16%Very High

High

Average

Below Average

Low

Very Low

.

Interpretation:

Maximum respondents are having high level of satisfaction. None of them have less than average level of satisfaction.

79 % respondents have a high level of satisfaction. 16 % respondents have a average level of satisfaction. 5 % respondents have very high level of satisfaction.

4.2 COMPETETIVE ANALYSIS

1. Number of courses offered (Hardware & Networking)

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HCL CMS JETKING KARROX8 4 7 3

HCL CMS JETKING KARROX0

1

2

3

4

5

6

7

8

9

.

Interpretation:

HCL is offering maximum number of courses in Hardware and Networking i.e. eight courses but Jetking is very close by offering seven courses.

2. Number of Centers in Pune


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1

2

3

4

5

6

.

Interpretation:

HCL have only three centres in Pune while other competitors have at least three centers in Pune.

3. Fee Structure for CCNA

HCL CMS JETKING KARROXRs.11,000 Rs.9500 Rs.12,000 Rs.10,000

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2000

4000

6000

8000

10000

12000

14000

.

Interpretation:

Jetking is charging highest for CCNA as compare to others, HCL is charging second highest fee for CCNA.

4. Fee Structure for MCSE

HCL CMS JETKING KARROXRs.18,000 Rs.14,607 Rs.20,000 Rs.15,000

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5000

10000

15000

20000

25000

.

Interpretation:

Jetking is charging highest for MCSE as compare to others, HCL is charging second highest fee for.

5. Fee Structure for RHCE or LINUX

HCL CMS JETKING KARROXRs.15,000 Rs.10,000 15,000 Rs.15,000

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2000

4000

6000

8000

10000

12000

14000

16000

.

Interpretation:

HCL is charging equal to Karrox and Jetking, CMS is charging very low amount for this course.

6. Fee Structure for A+ or Computer Hardware


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1000

2000

3000

4000

5000

6000

7000

8000

.

Interpretation:

HCL is charging highest for A+ course among all institutes.

7. Fee Structure for N+ or Advance Networking course


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1000

2000

3000

4000

5000

6000

7000

8000

.

Interpretation:

HCL is charging highest for N+ course among all institutes.

8. Duration for A+ or Computer Hardware course

HCL CMS JETKING KARROX30 days 30 days 90 days 45 days

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Category 1 Category 2 Category 3 Category 40

10

20

30

40

50

60

70

80

90

100

.

Interpretation:

Duration for A+ course in HCL and CMS is same i.e. 30 days while KAROX takes 45 days time an Jetking takes 90 days time.

9. Duration for N+ or Advance networking course


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10

20

30

40

50

60

70

.

Interpretation:

Duration for A+ course in HCL and CMS is same i.e. 30 days while KAROX takes 45 days time an Jetking takes 90 days time.

10. Duration for MCSE

HCL CMS JETKING KARROX75 day 60 days 90 days 180 days

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Category 1 Category 2 Category 3 Category 40

20

40

60

80

100

120

140

160

180

200

.

Interpretation:

Duration for MCSE in HCL is neither very high nor less as compared to its competitors.

11. Duration for CCNA


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10

20

30

40

50

60

.

Interpretation:

Duration for CCNA course in HCL is less as compared to all its competitors.

12. Duration for RHCE or LINUX


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10

20

30

40

50

60

70

.

Interpretation:

Duration for RHCE in HCL is 45 days, which is less than KAROX who is the only competitor of HCL for this particular course.

13. Strength of students


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100

200

300

400

500

600

.

Interpretation:

HCL has the high strength of student as compare to other competitor.

Note: Except HCL’s strength, all the figures are approximate figures.

14. Unique Selling Prepositions

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HCL CMS

35 Years of experience in IT Industry in India and across the world

Established Brand Name

ISO 9001: 2000 certified Institution

Placements

JETKING KARROX

Brand Awareness 100 % Job Guarantee within 3

months after completion of course

Brand Name Placements

.

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CHAPTER – V

FINDINGS

FINDINGS

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Firstly, talking about the types of programs being taught at the HCL CDC centre,

they are very much in accordance with the demand of the industry. All these three

spheres, that is, software, hardware and electronics, are in great demand and a lot

number of professionals are needed in all these spheres.

The study of sources of information reveals that HCL CDC has a good word of

mouth, and is among the top preferred companies in the various colleges and

universities. This is clear from the data interpretation.

The maximum number of respondents opted for either rank 1 or rank 2 in case of

technical specifications. This means that the technical infrastructure of the

company is sound and it can very easily carry on all the training programs.

Economic feasibility of any program is very important to carry on with it. The

programs being taught at HCL CDC are very economical in accordance to all the

facilities provided to the students. This is clear from the data, that most of the

respondents feel that all the courses are economical.

Scheduling of the classes, distribution of day-to-day schedule determines whether

the programs are well managed and organized. The satisfaction level in both the

cases is high and we can say that there is proper management of the programs

internally. This leads to greater satisfaction level of the customers, which further

leads to good word of mouth.

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CHAPTER – VI

CONCLUSIONS AND SUGGESTIONS

CONCLUSIONS

Most of the respondents came to know about HCL CDC through Reference.

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Maximum number of respondents has joined HCL CDC because of the Brand

name of HCL.

Among all the courses in HCL CDC, HCNP is the one most of the respondents

have joined.

Most of the respondents have joined the course because of career opportunities.

Maximum number of respondents feels that faculty performance is excellent.

Maximum number of respondents feels that study material provide to them at

HCL CDC is excellent.

Maximum number of respondents feels that infrastructure of HCL CDC is very

good.

Most of the respondents are satisfied with the facilities that they get in HCL CDC.

Maximum number of respondents feels that fee structure of HCL CDC is very

high.

Overall satisfaction level of maximum students is high.

HCL CDC offers maximum number of courses in hardware and networking.

Fee structure of HCL CDC courses is almost highest amongst all.

Duration of courses in HCL CDC is lowest amongst all.

Strength of HCL CDC is very low as compared to others.

SUGGESTIONS

It was found in the survey that most of the people join HCL because of brand

name, so more and more campaigning of its brand name should be done.

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HCL CDC should come up with its branches in Pune. HCL CDC has only three

centers in Pune which is one of the major drawbacks of CDC.

Fee structure should be reduced a little or should add extra-certified course in

existing fees.

Duration for courses of HCL CDC is less as compare to other competitors so

proper scheduling should be maintained and organized.

Instead of spending, more and more money on advertizing customer’s satisfaction

level should be increased continuously as mouth publicity has more impact on

customer’s mind.

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ANNEXTURE

HCL Career Development Centre, Pune

Questionnaire

“Satisfaction Analysis”

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Personal Information of the respondents:Name: ____________________________________Age: ______________

Gender: Male FemaleOccupation: ____________________________Qualification: __________________________Contact Number: ________________________ Address________________________________________________________________________________________________________________________________________________________________________________________________________________

1. How did you come to know about HCL CDC?

a).Posters & Banners b).Internet c).Seminar

d).Reference e). Workshop f).Customer end calls by company

g) Any other, please specify

2. What is the main reason behind taking admission in HCL CDC?

a).Brand name b).Review from ex-Student c).Course contents

d).Facilities e).Quality of service f).Performance & Result

3. In which course you have taken admission?

a).HCNE b).HCNP c).HCNA d).HCHP e).Combo f).Modular 4. Why you have opted for this course?

a).Interest in this field b).Career opportunities c).For promotion in job d).For diversifying your career

5. What do you feel about the faculty performance?

a).Excellent b).Very good c).Good d).Average e).Below average f).Bad

6. What are your views on the study material you get in HCL CDC?

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7. What are your views on the infrastructure of HCL CDC?


8. Are you satisfied with the facilities that you get in HCL CDC?

a).Highly satisfied b).Satisfied c).Not satisfied

9. What are your views on the fee structure of the HCL CDC?

a).Very High b).High c).Average d).Low

10. What is your overall satisfaction level in HCL CDC?

a).Very high b).High c).Average d).Below Average e).Low f).Very low 11. Any suggestions for HCL CDC? ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

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BIBLIOGRAPHY

Books:

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Marketing Management by Kotler and Keller (Twelfth Edition)

Marketing Research by Naresh Malhotra (Fifth Edition)

Websites:

www.google.com

www.hcl.in

www.hclcdc.in

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http://www.hclcdc.in/

http://www.hcl.in/

http://www.google.com/

to study customer satisfaction level and competitive analysis of hcl cdc

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