Final Project Report

“Government Survey on IT products and Services”

Dissertation submitted to the

Cosmic Business School

In partial fulfillment of requirement for the award of the Degree of MBA (Marketing)

Submitted By: - Dileep Kumar Mishra

MBA (2009-2011)

(Marketing)

Declaration

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

Summer training report entitled as “Government Survey on IT products and Services’’ for

HCL Infosystem being submitted to the partial fulfillment of Cosmic Business School New Delhi, has not substantially the same one, which has already

Been submitted for MBA of any

Other academic qualification at any other university or examination in

India.

I, Dileep Kumar Mishra 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.

(Dileep Kumar Mishra)

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. Umesh Gaur Sir, who allow me to do this project in HCLInfosystems

I am very thankful to external guide Mr. Sunil Samdani and Mr. Rajesh Kashyap ,HCL Infosystems Ltd. Noida .

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.

(Dileep Kumar Mishra)

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.

INDEX

Sno. Title Page no.1 Company profile 7

2 Research Methodology 93 History of HCL 104 Awards won by HCL 155 Data Analysis and Graphical

Interpretation18

6 Major Players in the market 337 Competitors of HCL 338 Marketing Strategies 349 Future Scope 3510 Management Hierarchy 3611 Key Partnership 3812 CRM 3913 SWOT Analysis 4114 Findings & Limitations 4215 Suggestions & Recommendation 4316 Conclusion 4417 Bibliography 4518 Annexure-Questionnaire 46

Company Profile

HCL Infosystems is India's premier information enabling company. Leveraging its 27 years of expertise in total technology solutions, HCL Infosystems offers value-added services in key areas such as system integration, networking consultancy and a wide range of support services.

HCL Infosystems is among the leading players in all the segments comprising the domestic IT products, solutions and related services business, which includes PCs, servers, networking products, imaging & communication products.

Continuously meeting the ever increasing customer expectations and applications, its focus on integrated enterprise solutions has strengthened the HCL Infosystems SSO's (System Support Organization) capabilities in supporting installation types ranging from single to large, multi-location, multi-vendor & multi-platform spread across India. The SSO, comprising a direct support force of over 1600+ members, is operational at 170+ locations across the country and is the largest such human resource of its kind in the IT business. A majority of the SSO members have been specially trained in a variety of supporting solutions, the company's key focus area.

HCL Infosystems ' manufacturing facilities are ISO 9001 - 2000 & ISO 14001 certified and adhere to stringent quality standards and global processes. With the largest installed PC base in the country, four indigenously developed and manufactured PC brands - 'Infiniti', 'Busybee' 'Beanstalk' and the 'Ezeebee' - and its robust manufacturing facilities; HCL Infosystems aims to further leverage its dominance in the PC market. It has been consistently rated as Top player in PC industry by IDC .The 'Infiniti' line of business computing products is incorporated with leading edge products from world leaders such as Intel. A fully integrated and business-ready family of servers and workstations, the 'Infiniti Global Line' is targeted at medium and large companies to help them to manage their enterprise-related applications. It has considerable dominance in verticals like finance, government, and education & research.

The Frontline Division of HCL Infosystems has an extensive network of over 1000 resellers across 300 cities. Frontline Division has actively promoted the penetration of PCs in the home and the small office/home office (SOHO) segments, through Beanstalk PCs, Toshiba Laptops & Dragon Speech Recognition Systems.

Constant evolution with changing times has helped HCL Infosystems retain its leadership and profitability for all stakeholders. In 1992, HCL formed a joint venture company, HCL HP, with the international computer giant, Hewlett-Packard (HP), and precipitated a technological leap by achieving world class manufacturing expertise in the country for HP's RISC/UNIX based business servers and workstations. In 1997, HCL and its joint venture partner, HP, re-organized their joint business activities in India through the buying back of HP's 26 per cent of equity in HCL HP by the HCL promoters.

Last year, HCL entered into an alliance with SUN Microsystems to be their Enterprise Distributor for entire range of SUN products. Combing the latest technology & best-practices from SUN, with 27 years of customer relationship and pan Indian sales & service expertise of HCL, it aims to leverage the relationship to offer complete spectrum of IT to the end user.

HCL has closely seen the IT industry rise from scratch, and has actively participated in its progress. During the twenty-seven year journey, it has picked up valuable lessons in serving the IT needs of the Indian customer and gathered domain expertise to successfully service various businesses.

HCL InfiNet,our 100% subsidiary focuses on the ever-growing segment in Imaging, Telecom and Communication products, solutions and services. HCL InfiNet's product portfolio covers a range of other office automation and communication products through alliances with world leaders - including mobile communication products from Nokia, Duprinters from Duplo, LCD projectors from InFocus, Mass Mailing solutions from Pitney Bowes and voice and telecommunication solutions from Ericsson. It has exclusive sales and support partnership with Toshiba Corporation, Japan, for sales and servicing of its imaging and photocopier products.

The Managed Network Service offerings for corporates include VPNs, ASP offerings, Co Location/ hosting, CDNs, security, corporate internet telephony solutions, technical and consumer help desks, 24/7 Network Operations 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.

As a leading information enabler, HCL Infosystems has long standing relationships with world technology leaders such as SUN for enterprise computing solutions, Intel and AMD for PCs and PC Servers; Microsoft, Novell and SCO for operating systems and software solutions; Toshiba Corp. for business automation equipment; and Oracle, Sybase and Informix for RDBMS platform, EMC, Veritas for storage solutions. The aim is to straddle the entire landscape of information enabling technology far more comprehensively, effectively and competitively.

Indeed, a vision to create enterprises of tomorrow.

Research Methodology

Research Problem

Government different department data collection and conducting a IT survey to retain Company market value and clients.

The business of HCL and the company through its researchers want to know the potential in order to expand and retain its market share.

Research design

Primarily Collected data from various Government sites.

Secondary information about IT product is generated from primary data through Questionnaire.

Nature of the Study

The project on which the Researcher worked is descriptive and inferential in nature.

Data Source

Data and all information is collected from both primary and secondary resources, information is collected through Different Delhi government sites to collect their contact details and occupied designation to get relevant information from them through phone call. Secondry interaction of People working for Delhi government in Different ministries departments.

Instrument used

Survey is done for market research on IT product in Delhi government various department through Questionnaire.

History of HCL

IN 1976

• Foundation of the Company laid. Introduces microcomputer-based programmable calculators with wide acceptance

in the scientific I education community.

IN 1977 • Launch of the first microcomputer-based commercial computer with a ROM. • Based Basic interpreter. • Unavailability of programming skills with customers results in HCL developing bespoke applications for their customers

IN 1978 • Initiation of application development in diverse segments such as textiles, sugar, paper, cement, transport.

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

IN 1981

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

IN 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 applications 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 applications.

IN 1985 • Bank trade unions allow computerization in banks. However, a computer can only run one application such as Savings 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. ALPM becomes the largest selling software product in Indian banks. • HCL designs and launches Unix- based computers and IBM PC clones. HCL promotes 3rd party PC applications nationally.

NI 1986 • Zonal offices of banks and general insurance companies adopt computerization. Purchase specifications demand the availability of RDBMS products on the supplied solution (Unify, Oracle). HCL arranges for such products to be ported to its platform. HCL assists customers to migrate from flat-file based systems to RDBMS.

IN: 1991

• HCL enters into a joint venture with Hewlett Packard • HP assists HCL to introduce new services: Systems Integration, IT consulting, packaged support services (basicline, teamline) • 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

IN 1994 • HCL acquires and executes the first offshore project from IBM Thailand. • HCL sets up core group to define software development methodologies.

IN 1995 • Starts execution of Information System Planning projects. • Execution projects for Germany and Australia. • Begins Help desk services.

IN 1996 • Sets up the STP (Software Technology Park) at Chennai to execute software projects for international customers. Becomes national integration partner for SAP.

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

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

IN 1999 • Acquires and sets up fully owned subsidiaries in USA and UK.

• Sets up fully owned subsidiary in Australia. • HCL ties up with Broadvision as an integration partner.

IN 2000 • Sets up fully owned subsidiary in Australia. Chennai and Coimbatore development facilities get SEI Level 4 certification. Bags Award for Top PC Vendor In India. Becomes the 1st IT Company to be recommended for latest version of ISO 9001 2000. Bags MAlTs Award for Business Excellence. • Rated as No. 1 IT

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

IN 2002 • Declared as Top PC Vendor by Dataquest. • HCL Infosystems & Sun Microsystems enters into a Enterprise Distribution Agreement. • Realigns businesses, increasing focus on domestic IT, Communications & Imaging products, solutions & related services.

IN 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 partnership 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 PC5, Workstations & Servers on AMD platform.

IN 2004• 1st to announce PC price cut in India, post duty reduction, offers Ezeebee at Rs. 17990. IDC India-DQ Customer Satisfaction Audit rates HCL as No.1 Brand in Desktop PCs. Maintains No.1 position in the Desktop PC segment for year 2003. Enters into partnership with Port Wise to support & distribute security & VPN solutions in India. Partners with Microsoft & Intel to launch Beanstalk Neo PC.

‘ Becomes the 1st company to cross 1 lac unit milestone in the Indian Desktop PC market. Partners with Union Bank to make PCs more affordable, introduces lowest ever EMI for PC in India. ‘ Launched RP2 systems to overcome power problem for PC users. • Registers a market share of 13.7% to become No.1 Desktop PC company for year 2004. • Crosses the landmark of $

IN 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 Employer 2005’ with five star ratings by IDC India -Dataquest. ‘The Most Customer Responsive Company 2005’. IT Hardware Category by The Economic Times -Avaya Global Connect. ° Top 50 fastest growing Technology Companies in India’ & ‘Top 500 fastest Growing Technology Companies in Asia Pacific’ by ‘Deloitte & Touche’. ‘7th IETE -Corporate Award 2005’ for performance excellence in the field of Computers & Telecommunication Systems by JETE. ‘Best Bhoomi Brand 2005’ by 360 magazine: In the PC category. In the LCD Monitor category. • India ‘s ‘No.1 vendor’ for sales of A3 size Toshiba Multi Functional Devices for the year ‘04 -‘05 by IDC. Toshiba’Super Award 2005 towards business excellence in distribution of Toshiba Multifunctional products. o Strategic Partners in Excellence’ Award by Infocus Corporation for projectors. e: ‘Most valued Business Partner’ Award for projectors by Infocus Corporation in 2005.

1 billion in revenue in just nine months.

IN 2006 • 75, 000+ machines produced in a single month. • HCL Infosystems in partnership with Toshiba expands its retail presence in India by unveiling ‘shopToshiba’. • 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 Leaptops’. IDBI selects HCL as SI partner for 100 branches ICT infrastructure rollout. • HCL Infosystems showcases 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 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. • HCL Infosystems rated as number one Desktop PC Company by IDC, sixth year

successively. • HCL Infosystems sustains its commercial Desktop PC leadership for the fifth consecutive year. • HCL launches “trusted ICT infrastructure platforms” for the BPO-ITeS segment. • HCL launches India’s first High Performance Enterprise Server Platforms powered by dual core Intel itanium

IN 2007 • HCL introduces eco-efficient Notebook PCs complying with Rol-IS directive. • HCL unveils initiative to create industry ready ICT professionals- launches HCL career development centers’. • HCL launches ‘datacenter in a box’ - a simplified IT infrastructure solution in a ‘box’ targeted at small and medium enterprises. • HCL breaks the one terabyte storage barrier in computers-launches India’s first ‘one terabyte’ personal computer. ‘ Kodak and HCL ink agreement to distribute digital cameras in India.

• HCL launches India’s first multilingual POS printer HCL star - TSP 700, designed exclusively for the needs of rural retailers. • HCL unveils enterprise class 16 core server - India’s first server with 16 computing cores in a 7- inch (4u) form factor. Launches a new range of eco-efficient desktop PCs, complying with RoHS directive. • HCL launches NETMAX; suite of networking products and solutions expands its portfolio for emerging enterprises. HCL announces ‘360-degrees technology refresh program’- new initiative aimed at capturing latest trends in technology and delivering them to Indian enterprises. • HCL announces launch of its workstation 2008 series for MCAD and DCC professionals.

IN 2008 • HCL Infosystems announces a pioneering initiative in the Indian ICT sector to further strengthen its customer care services. • HCL Introduces Safe State the launch of a l00% subsidiary to provide system Integration solutions for security & surveillance. • HCL introduces “Leaptop Series 39” with excellent thermals, Energy Star 4.0 compliance and imprint designs customized for Indian consumers. • HCL Equips Delhi Police with Technology to Fight Crime. • HCL launches the first ever Desktops Powered by AMD’s Triple Core Processor in the Indian market. o HCL launches MiLeap MH 04. • HCL Infosystems and Echelon Partner to Bring Smart Metering to India -Improving Electricity Supply and Reducing Energy Theft are Key Goals. HCL Infosystems to connect India — Africa -To Implement IT Infrastructure for Prestigious Pan-African eN etwork Project for Tele-education & Tele- medicine. • HCL strengthens its BFSI System Integration Portfolio- Acquires a niche Banking Software Product Company. • HCL unveils the future of personal computing unveils next generation, ultra

portable, sub Rs.14000/- laptops for the first time in India.

IN 2009 • HCL Infosystems Kick Starts Green Bag Campaign to Facilitate eWaste collection. • HCL Infosystems Bags Large BSNL IT Deal - A System Integration Project worth Rs. 240 Crs for Implementation & Support. • HCL Infosystems announces a tie-up with Korean major Nautilus Hyosung, to provide complete ATM solutions for Indian banks across the country. Nokia Corporation announces to set up a joint venture with HCL Infosystems to sell mobile value added services directly to consumers in

IN 2010 • HCL Infosystems launches First ‘Made in India’ PVC free notebook India.

Awards Won By HCL

Bottom of Form

Top of Form                                                                

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

   

Top 50 Fastest Growing Technology Companies in India & 'Top 500 Fastest Growing Technology Companies in Asia Pacific' by 'Deloitte & Touché'

   

'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

Global RecognitionTop of Form

                                                                  

Bottom of Form

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

   

Top 50 Fastest Growing Technology Companies in India & 'Top 500 Fastest Growing Technology Companies in Asia Pacific' by 'Deloitte & Touché'

   

'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

Cover story on HCL in Forbes Asia in June 2007

   

'The world's most modern management " with reference to Employee First

   

HCL Technologies ranks 76 in the list of Fastest Growing Global Technology Companies

   

 

Case study on HCL is now taught at Harvard.

   

The case study focuses on HCL's unique transformation over the last 2 years, and highlights HCL's Employee First philosophy.

   

The TIME magazine has referred to HCL as an "intellectual clean room where its employees could imagine endless possibilities."

Data Analysis and Graphical Interpretation

Sample Size-50

1) Which is your most Preferred Brand for Desktop/laptop?

HP Compaq Acer Dell HCl Sony Apple Lenovo

12 5 4 8 10 3 3 5

It can be observed that in case of most preferred brand HP is given preference more than other market players. And the second preferred brand in market is HCL for desktop or laptops.24% Market is covered by HP and 20% is covered by HCL. So in market two major players are HP and HCL for laptop and desktops.

2) What is preference for the buying of computer/laptop?

Brand value Cost Configuration Look Portability

8 12 17 8 5

As it is observed from survey that most of the customer make their buying decision for IT product on basis of Cost and configuration which they are getting. Look and portability minerly effect their buying decisions. Most of the decisions depend on configuration which they are getting then cost which they are going two pay.

3) What is your mode of purchase for IT product?

OPEN QUOTATION OPEN TENDERRATE CONTRACTS-DGS&D OR NICSI

24 17 9

In Delhi government most of the business is done by open Quotation, then on Tenders.

4) According to you what is effective range for IT product?

20-25 25-30 30-35 35-40 40-45 45-50 9 12 14 7 5 3

According to given data for range of buying IT product most of the buyers will to invest between 30-40 thousand on IT product for laptop /desktops.

5) What is your current year Budget for IT product or services? (Average)

It is observed from the data if it is concerned to IT budget for current year number of not Specified people are higher and on an average 5-6 lacks can be considered as current year IT budget for any particular department.

6) On Which Basis mostly do you make your buying decision?

It is observed from the given chart that major priority is given to configuration while taking decision to purchase any IT product. Then price is considered as it can be seen in cart sales or brand has given low ranking most of the area is covered by configuration and price.

7) If you go for repurchase of Laptop /Desktop which Brand will you prefer?

HP Compaq Acer Dell HCl Sony Apple Lenovo

12 5 3 7 10 5 3 5

It is considered from the data that most of the parson are willing to Repurchase Hp laptop they are giving second priority to HCL, It is observed that people are taking this decision due to there After sales Service price or configuration being provided by HP.

8) What are the Changes would you like to get to improve your Desktop/Laptop?

Ram Conf. Processor Hard Disk Monitor Hard ware Upgradation

8 12 4 7 4 3 12

It is considered that most of the person will to upgrade or change their current configuration .

9) What is Drawback of your Desktop /Laptop?

Ranking 1 2 3 4 5 6 7

Price 13 12 9 6 4 1 5

Conf. 17 10 7 5 3 4 4

ASS 2 5 6 9 11 17

Brand 6 4 7 9 15 4 5

Add 1 2 5 9 15 19

Performance 4 8 5 10 7 13 3

Size 3 4 6 8 17 6 6

Portability 2 2 12 9 7 5 13

Durability 1 8 5 9 10 17

It can be observed from the chart that most of the people has given preference as drawback to their systems configuration and price which is being or been charged to them and the least one is advertisement for product it means buying decisions is affected by configuration or price not buy market share and add.

10) What do you think are the more memorable attributes of Laptop /Desktop and for which brand?

HP Dell Acer Lenovo HCL Sony Compaq

Price 8 3 5 6 4 9 2

Conf. 13 11 6 8 4 8 4

Hard Disk 8 9 7 7 7 6 5

Brand 6 6 2 5 9 2 2

Processar 4 4 2 3 11 1 8

Performance 7 7 7 9 5 1 7

Size 5 5 9 8 5 6 7

Portability 3 6 9 7 7 3 9

Durability 3 6 7 7 8 5 9

It is considered from the data the most memorable attribute is highest for HP in case of price,durebility and for configuration and for brand name HCl .

11) How likely you are to buy from the same brand again?

Ranking 1 2 3 4 5 6 7

HP 16 9 8 7 7 1 2

Sony 5 4 6 9 9 17

Acer 1 5 4 4 7 13 16

Dell 2 17 3 9 9 10

HCl 16 9 8 5 3 4 5

Lenovo 6 8 9 11 9 7

Apple 3 1 7 6 8 8 17

As is observerd from the chart HP,HCL,Dell are the most consedared brand to purchase Due to their price After sales Service and configuration ,Brand name ,and least priority in market is given to sony and acer due to their cost.

12) How likely are you to recommend the same product/service to others?

Ranking 1 2 3 4 5 6 7

HP 12 6 7 13 6 3 3

Sony 8 7 3 1 9 9 13

Acer 9 8 8 6 6 13

Dell 9 12 17 3 4 5

HCl 12 6 9 9 5 9

Lenovo 2 5 5 7 8 8 15

Apple 1 5 4 7 9 9 15

It is observed from the data that most recommended brand in the market are dell and HCL, but Dell’s main Drawback is its High Price least recommendation is given to Sony and Acer due to their Performance and Configuration, Portability.

13) According to you the Major Key feature which make your current brand different from others?

Price Conf. Brand Add Performance ASS Durability Upgradation

7 12 6 2 7 5 2 9

It is observed from the data that most for the person like their brand product due to their brand configuration, price and performance. After configuration most recommendation is given to Upgradation of product, and after sales Service.

14) Rank your current sales service on scale of 1 to 10?

Ranking 1 2 3 4 5 6 7

HP 15 9 7 7 5 3 4

Sony 12 8 9 6 5 7 3

Acer 5 7 7 8 7 8 8

Dell 16 9 9 8 4 2 2

HCl 15 9 8 7 5 3 3

Lenovo 12 7 7 8 7 5 4

Apple 17 7 7 8 5 3 3

Others 9 8 10 5 7 5 6

It is considered from the data most of the people get best service from Dell, Apple, HCL and from HP, and least in Acer.

Major Players in the market HCL

IBM

DELL

ACER

LENOVO

HP-COMPAQ

SAHARA

SONY

ZENITH

INTECH

OTHERS

Major Competitor

Dell

HP

Sony

Lenovo

Acer

Market Strategy

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 display.

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 30thJanuary across 70 countries. Windows Vista is the first major Windows launch by Microsoft since the lunch of windows XP in 2001.

The 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.

Future Scope

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.

Management Hierarchy

Shiv Nadar (Founder HCL CEO,Chairman)

HCL Technologies LTD.

Vineet Nayar(President )

HCL Technologies

J V Ramamurthy Chief Operating Officer

HCL Infosystems

Ajai Chowdhry Co-Founder HCL, Chairman andCEO HCL Infosystems

Ranjit President and CEO

HCL Technologies (BPO)

Key Partnership

CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

WHAT IS CUSTOMER RELATIONSHIP MANAGEMENT (CRM)?

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.

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.

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.

SWOT Analysis of HCL

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 worldwide 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.

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.

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.

Suggestions & Recommendation

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.

Conclusion

Marketing is a very crucial activity in every business organization. Every product produced within an industry has to be marketed otherwise 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.

BibliographyBOOK

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

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

Annexure-Questionnaire

1) Which is your most Preferred Brand for Desktop?

a) DELL_____ b) HCL_____ c) COMPAQ______ d) ACER ______

e) LENOVO _____f) HP_____ g) APPLE______ h) ANY OTHER_______

2) What is preference for the buying of computer/laptop?

a) BRAND VALUE_______ b) COST______ c) CONFIGURATION______

d) LOOK______ e) PORTABILITY_______

3) What is your mode of purchase for IT product?

a) OPEN QUOTATION_______ b) RATE CONTRACTS-DGS&D OR NICSI _______

c) OPEN TENDER_______

4) According to you what is effective range for IT product?

______________

5) What is your current year Budget for IT product or services?

________________

6) On Which Basis mostly do you make your buying decision?

(Rank all 1-Most ...2...3...4...5...6...Least)

a) PRICE______ b) CONFIURATION______ c) BRAND NAME______

d) AFTER SALE SERVICE_______ d) ADVERTISEMENT______

e) PERFORMANCE_______

7) If you go for repurchase of Laptop /Desktop which Brand will you prefer?

a) DELL_____ b) HCL_____ c) COMPAQ______ d) ACER ______

e) LENOVO _____f) HP_____ g) APPLE______ h) ANY OTHER_______

8) What are the Changes would you like to get to improve your Desktop/Laptop?

____________________

9) What is Drawback of your Desktop /Laptop? (Rank all 1-Most ...2...3...4...5...6...Least)

a) PRICE ________ b) CONFIGURATION_________ c) BRAND NAME________

d) AFTER SALES SERVICE________e) ADVERTISEMENT______ f) SIZE_____

g) PERFORMANCE_____h )DURABILITY_______ i) PORTABILITY______

10) What do you think are the more memorable attributes of Laptop /Desktop and for which brand?

___________________

11) How likely you are to buy from the same brand again (Rank between 1to 5)?

____________________

12) How likely are you to recommend the same product/service to others (Rank 1 to 5?)

____________________

13) According to you the Major Key feature which make your current brand different from others?

a) PRICE ________ b) CONFIGURATION_________ c) BRAND NAME________

d) AFTER SALES SERVICE________e) ADVERTISEMENT______ f) SIZE_____

g) PERFORMANCE_____h)DURABILITY_______ i) PORTABILITY______

14) Rank your current sales service on scale of 1 to 10?

a) DELL_____ b) HCL_____ c) COMPAQ______ d) ACER ______

e) LENOVO _____f) HP_____ g) APPLE______ h) ANY OTHER_______