A Summer Training Project Report

SUMMER TRAINING REPORT ON
TITLE OF PROJECT REPORT

Undertaken at
NAME OF THE ORGANIZATION
Submitted in partial fulfillment of the requirements

for the award of the degree of
MASTER OF BUSINESS
ADMINISTRATION
to
Guru Gobind Singh Indraprastha

University, Delhi
Under the Guidance of

Submitted by
Dr.
Faculty Guide
Shift
Name of Student
MBA-III Sem,
Enrollment No.:
Session 2015 16
Table of Contents
Student Declarationi
Certificate from Company......ii
Certificate from Guide......iii
Acknowledgement...............................................................................................iv
Executive Summary. v
Page no.
CHAPTER - 1:INTRODUCTION
1.1 INTRODUCTION 8-11
1.3 OBJECTIVE OF RESEARCH. 12
CHAPTER 2: LITERATURE REVIEW

2.1 COMPAN OVERVIEW.13-42
2.2 PRODUCT Of XEROX43-54
2.3 ENVIRONMENTAL RECORD & TRADEMARK.55-60
CHAPTER 3:RESEARCH METHODOLOGY

3.1 Research Methodology.60-66
CHAPTER 4:ANALYSIS & INTERPRETATION

4.1 Analysis & Interpretation66-73
CHAPTER 5:FINDINGS & SUGGESTIONS
5.1 Findings 74-75
5.2 Suggestions & Recommendation.76

5.3 SWOT
Analysis77-81
5.4 Corporate Learnings82

5.5 Limitations83
CHAPTER- 6: CONCLUSIONS
6.1 Conclusions 84
BIBLIOGRAPHY
Bibliography........85
ANNEXURES
Annexures 186-87
STUDENT DECLARATION
This to certify that I have completed the project titled To understand the
office automation industry with reference to A3,MFD and explore

the new channel partners under the guidance of ---------- in the partial
fulfillment of the requirement for the award of the degree of Master in Business
Administration from Tecnia Institute of Advanced Studies, New Delhi. This is
an original work and I have not submitted it earlier elsewhere.
Name : ANKUSH KAKKAR

Enrollment: 09217003914
CERTIFICATE
This is to certify that the project titled ------- -------- is an academic work done
by ------------- submitted in the partial fulfillment of the requirement for the
award of the degree of Masters
in Business Administration from Tecnia
Institute of Advanced Studies, New Delhi. under my guidance and direction. To

the best of my knowledge and belief the data and information presented by him in
the project has not been submitted earlier elsewhere.
Dr./Ms.
Asstt. Prof./Associate Prof./Professor
Tecnia Institute Of Advanced Studies
ACKNOWLEDGEMENT
I offer my sincere thanks and humble regards to Tecina Institute Of Advanced
Studies, GGSIP University, New Delhi for imparting us very valuable professional
training in MBA.
I pay my gratitude and sincere regards to Prof./Dr./Ms., my project Guide
for giving me the cream of his knowledge. I am thankful to him/her as he/she has
been a constant source of advice, motivation and inspiration. I am also thankful to
him/her for giving his/her suggestions and encouragement throughout the project
work.
I take the opportunity to express my gratitude and thanks to our computer Lab
staff and library staff for providing me opportunity to utilize their resources for the
completion of the project.
I am also thankful to my family and friends for constantly motivating me to complete
the project and providing me an environment which enhanced my knowledge.
EXECUTIVE SUMMARY
In this competitive market where customer and dealer is the king, it is very
important to analyze the customer as well as dealer perception about the product.
Companies, by conducting various market researches, try to improve their products
and provide customers better and more services.
As without putting customers on the top no company can get success. For achieving
success every company should target customers because the market is totally
market oriented.
The report is prepared for the partial fulfillment of MBA programme and as a part
of curriculum.
The topic of my project is To understand the office automation industry with
reference to A3,MFD and explore the new channel partners.
This exploratory research is being conducted by survey on the people of Delhi &
NCR.
The survey was conducted through questionnaires by personally interviewing each
respondent on a number of queries structured in the questionnaire.
The data thus collected through survey was organized in a database, which could be
referred for future endorsements. The data thus collected was then subjected to
analysis by a mixture of common and advanced statistical technique.
The above mentioned survey was conducted on 100 respondents. The respondents
were selected from different parts of Delhi & NCR city.
INTRODUCTION
A photocopier (or copier) is a machine that makes paper copies of documents and
other visual images quickly and cheaply. Most current photocopiers use a
technology called xerography,a dry process using heat. (Xerographic office
photocopying was introduced by Xerox,in the 1960s, and over the following 20
years it gradually replaced copies made by Verifax, Photostat,carbon copy
mimography machines,and other duplicating machine.The prevalence of its use is
one of the factors that prevented the development of the paperless office heralded
early in the digital revolution.
Photocopying is widely used in business, education, and government. There have
been many predictions that photocopiers will eventually become obsolete as
information workers continue to increase their digital document creation and
distribution, and rely less on distributing actual pieces of paper.
In 1937, Bulgarian physicist Georgi Nadjakov found that, when placed into an
electric field and exposed to light, some dielectrics acquire permanent electric
polarization in the exposed areas. That polarization persists in the dark and is
destroyed in light.Chester Carlson, the inventor of photocopying, was originally a
patent attorney, as well as a part-time researcher and inventor. His job at the patent
office in New York required him to make a large number of copies of important
papers. Carlson, who was arthritic, found this to be a painful and tedious process.
This motivated him to conduct experiments with photoconductivity.
Carlson used his kitchen for his "electrophotography" experiments, and, in 1938, he
applied for a patent for the process. He made the first photocopy using a zinc plate
covered with sulfur. The words "10-22-38 Astoria" were written on a microscope
slide, which was placed on top of more sulfur and under a bright light. After the
slide was removed, a mirror image of the words remained. Carlson tried to sell his
invention to some companies, but failed because the process was still
underdeveloped. At the time, multiple copies
were most commonly made at the point of document origination, using carbon
paper or manual
duplicating machines, and people did not see the need for an electronic machine.
Between 1939 and 1944, Carlson was turned down by over 20 companies, including
IBM and General Electricneither of which believed there was a significant
market for copiers.In 1944, the Battelle Memorial Institute, a non-profit
organization in Columbus, Ohio, contracted with Carlson to refine his new process.
Over the next five years, the institute conducted experiments to improve the process
of electrophotography. In 1947, Haloid Corporation (a small New York-based
manufacturer and seller of photographic paper) approached Battelle to obtain a
license to develop and market a copying machine based on this technology.Haloid
felt that the word "electrophotography" was too complicated and did not have good
recall value. After consulting a professor of classical language at Ohio State
University, Haloid and Carlson changed the name of the process to "Xerography,"
which was derived from Greek words that meant "dry writing.
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" Haloid called the new copier machines "Xerox Machines" and, in 1948, the word
"Xerox" was trademarked. Haloid eventually changed its name to Xerox
Corporation.In 1949, Xerox Corporation introduced the first xerographic copier
called the Model A. Xerox became so successful that, in North America,
photocopying came to be popularly known as "xeroxing." Xerox has actively fought
to prevent "Xerox" from becoming a genericized trademark.
While the word "Xerox" has appeared in some dictionaries as a synonym for
photocopying, Xerox Corporation typically requests that such entries be modified,
and that people not use the term "Xerox" in this way. Some languages include
hybrid terms, such as the widely used Polish term kserokopia ("xerocopy"), even
though relatively few photocopiers are of the Xerox brand.In the early 1950s, Radio
Corporation of America (RCA) introduced a variation on the process called
Electrofax, whereby images are formed directly on specially coated paper and
rendered with a toner dispersed in a liquid.During the 1960s and through the 1980s,
Savin Corporation developed and sold a line of liquid-toner copiers that
implemented a technology based on patents held by the company.
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Prior to the widespread adoption of xerographic copiers, photo-direct copies

produced by machines such as Kodak's Verifax were used. A primary obstacle
associated with the pre-xerographic copying technologies was the high cost of
supplies: a Verifax print required supplies costing USD $0.15 in 1969, while a
Xerox print could be made for USD $0.03 including paper and labor. At that time,
Thermofax photocopying machines in librariescould make letter-sized copies for
USD $0.25 or more (at a time when the minimum wage for a US worker was USD
$1.65).There are many brnads of photocopier machines available in market, but
Xerox is leading brand in photocopier market.
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RESEARCH OBJECTIVE
Research objective is the basic theme on which the survey is conducted and on which the
whole report depends.
The objectives of this survey are:
To study the market of Xerox photocopier machine in Delhi &NCR
To study the growths of Xerox photocopier machine.
To observe the extent of the market.
To find out which type of product and schemes is preferred by the

Organization.
To study the different facilities of photocopier machine(MFD) given by Xerox

companies.
To study the market strategy of Xerox.
To study the organization structure of Xerox India ltd.
To study the different product ranges of Xerox.
To study the, what is the opportunity for Xerox in Indian market.
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Company Overview
Address:
800LongRidgeRoad
Stamford,Connecticut06904
U.S.A.
Telephone: (203) 968-3000
Toll Free: 800-828-6396
Fax: (203) 968-4312
http://www.xerox.com
Statistics:
Public Company
Incorporated: 1906 as The Haloid Company
Employees: 91,400
Sales: $18.17 billion (1997)
Revenue: US$17.2 billion(2007)
Stock Exchanges: New York Midwest Boston Cincinnati Pacific Philadelphia London Basel
Berne Geneva Lausanne Zrich.
TickerSymbol: XRX
C.E.O. - Anne M.Mulcahy
SICs: 3577 Computer Peripheral Equipment, Not Elsewhere Classified; 3579 Office
Machines, Not Elsewhere Classified; 5044 Office Equipment; 7374 Computer Processing &
Data Preparation Services; 7375 Information Retrieval Services; 7379 Computer Related
Services, Not Elsewhere Classified.
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Xerox Corporation (NYSE: XRX; name pronounced /zirks/) is a global document

management company which manufactures and sells a range of color and black-and-white
printers, multifunction systems, photo copiers, digital production printing presses, and related
consulting services and supplies. Xerox is headquartered in Norwalk, Connecticut (moved
from Stamford, Connecticut in October 2007), though its largest population of employees is
based in and around Rochester, New York, the area in which the company was founded.
History
The Xerox 914 was the first one-piece plain paper photocopier, and sold in the
thousands.Xerox was founded in 1906 in Rochester, New York as "The Haloid Company",
which originally manufactured photographic paper and equipment. The company
subsequently changed its name to "Haloid Xerox" in 1958 and then simply "Xerox" in 1961.
The company came to prominence in 1959 with the introduction of the Xerox 914, the first
plain paper photocopier using the process of xerography developed by Chester Carlson. The
914 was so popular that by the end of 1961, Xerox had almost $60 million in revenue. By
1965, revenues leaped to over $500 million. Before releasing the 914, Xerox had also
introduced the first xerographic printer, the "Copyflo" in 1955.
The company expanded substantially throughout the 1960s, making millionaires of some
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long-suffering investors who had nursed the company through the slow research and
development phase of the product. In 1960, the "Wilson Center for Research and
Technology" was opened in Webster, New York, a research facility for xerography. Then in
1961, the company changed its name to "Xerox Corporation". Xerox common stock (XRX)
was listed on the New York Stock Exchange in 1961 and on the Chicago Stock Exchange in
1990.
In 1963, Xerox introduced the Xerox 813, the first desktop plain-paper copier, bringing
Carlson's vision of a copier that could fit on anyone's office desk into a reality. Ten years later
in 1973, a color copier followed.
In 1969, Xerox acquired Scientific Data Systems [SDS], and produced the Sigma line of 32bit mainframe computers in the 1960s and 1970s.
The laser printer was invented in 1969 by Xerox researcher Gary Starkweather by modifying
a Xerox copier. This development resulted in the first commercially available laser printer,
the Xerox 9700, being launched in 1977. Laser printing eventually became a multi billion
dollar business for Xerox. Archie McCardell was named president of the company in 1971.
During his tenure, Xerox introduced its first color copier. During McCardell's reign at Xerox,
the company announced record revenues, earnings and profits in 1973, 1974, and 1975. John
Carrol became a backer, later spreading the company throughout North America.
Following these years of record profits, in 1975 Xerox resolved an anti-trust suit with the
Federal Trade Commission (FTC), which at the time was under the direction of Frederic M.
Scherer.
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The Xerox consent decree resulted in the forced licensing of the companysentire patent
portfolio, mainly to Japanese competitors. This action marked the start of an activist approach
to managing competition by the FTC and U.S. Department of Justice (DOJ). It resulted in the
forced licensing of tens of thousands of patent from some of America's leading companies,
including IBM, AT&T, DuPont, Bausch & Lomb, and Eastman Kodak. Within four years of
the consent decree, Xerox's share of the U.S. copier market dropped from nearly 100% to less
than 14%. Between 1950 and 1980 Japanese companies consummated more than 35,000
foreign licensing agreements, mostly with U.S. companies, for free or low-cost licenses made
possible by the FTC and DOJ.
In 1970, under company president Charles Peter McColough, Xerox opened the Xerox PARC
(Xerox Palo Alto Research Center) research facility. The facility developed many modern
computing technologies such as the mouse and the graphical user interface (GUI). From these
inventions, Xerox PARC created the Xerox Alto in 1973, a small minicomputer similar to a
modern workstation or personal computer. This machine can be considered the first true
personal computer, given its versatile combination of a cathode-ray-type screen, mouse-type
pointing device, and a QWERTY-type alphanumeric keyboard. But the Alto was never
commercially sold, as Xerox itself could not see the sales potential of it. In 1979, several
Apple Computer employees, including Steve Jobs, visited Xerox PARC, interested in seeing
their developments. Jobs and the others saw the commercial potential of the GUI and mouse,
and redirected development of the Apple Lisa to incorporate these technologies. In 1980,
Steven Jobs invited several key PARC's researchers to join his company in order that they
would be able to fully develop and implement their ideas.
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The Xerox Alto workstation was developed at Xerox PARC. Xerox later released a similar
system to the Alto, the Xerox Star in 1981 as a workstation. It was the first commercial
system to incorporate various technologies that today have become commonplace in personal
computers, including a bit-mapped display, a window-based GUI, mouse, Ethernet
networking, file servers, print servers and e-mail. The Xerox Star, despite its technological
breakthroughs, did not sell well due to its high price, costing $16,000 per unit. A typical
Xerox Star-based office would have cost $100,000.In the mid 1980s, Apple considered
buying Xerox; however, a deal was never reached. Apple instead bought rights to the Alto
GUI and adapted it into to a more affordable personal computer, aimed towards the business
and education markets. The Apple Macintosh was released in 1984, and was the first personal
computer to popularize the GUI and mouse amongst the public.The company was revived in
the 1980s and 1990s, through improvement in quality design and realignment of its product
line. Development of digital photocopiers in the 1990s and a revamp of the entire product
range essentially high-end laser printers with attached scanners which were able to be
attached to computer
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networks again gave,Xerox a technical lead over its competitors. Xerox worked to turn its
product into a service, providing a complete "document service" to companies including
supply, maintenance, configuration, and user support. To reinforce this image, the company
introduced a corporate signature, "The Document Company" above its main logo and
introduced a red "digital X". The "digital X" symbolized the transition of documents between
the paper and digital worlds.
In 2000, Xerox acquired Tektronix color printing and imaging division in Wilsonville,
Oregon, for US$925 million. This led to the current Xerox Phaser line of products as well as
Xerox solid ink printing technology.
In September 2004, Xerox celebrated the 45th anniversary of the Xerox 914. More than
200,000 units were made around the world between 1959 and 1976, the year production of
the 914 was stopped. Today, the 914 is part of American history as an artifact in the
Smithsonian Institution.
Xerox's turnaround was largely led by Anne M. Mulcahy, who was appointed president in
May 2000, CEO in August 2001 and chairman in January 2002. [8] Mulcahy launched an
aggressive turnaround plan that returned Xerox to full-year profitability by the end of 2002,
along with decreasing debt, increasing cash, and continuing to invest in research and
development. In November, 2006 Xerox completed the Acquisition of XMPie Press Release.
In October 2008, Xerox Canada Ltd. was named one of Greater Toronto's Top Employers by
Mediacorp Canada Inc., which was announced by the Toronto Star newspaper.
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On May 21, 2009 it was announced that Ursula Burns would succeed Anne Mulcahy as CEO
of Xerox as of July 1st, 2009 and hence would become the first African American to head a
company the size of Xerox.
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The Corporate Milestones

1983
Joint Venture agreement signed with Rank Xerox.
September 2: Modi Xerox incorporated.
November 11: Rampur Plant foundation stone laid.
1984
The maiden Public issue oversubscribed.
Major Branch Offices established in 22 cities across the country.
1985
February 13: The first 1045 copier rolls off the assembly line.
May 1: Commercial production begins.
December 20: 1000th Copier manufactured.
Modi Xerox sets up the largest dedicated service network in the country 140
service engineers.
1986
The new 1025 copier helps grow the market.
Fully integrated manufacturing facilities operational.
Photoreceptor Unit and toner-developer plant - first of its kind in India
Commissioned.
Leadership Through Quality formally adopted by Modi Xerox.
Dayawati Modi Academy, Rampur begins first academic session.
Record export order for 1065 & 1075 copiers bagged.
10,000th machine rolls out of Rampur.
The 1025 copier becomes the largest selling copier in India.
Copier volumes cross 800 million.
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1988
Customer Satisfaction Benchmarking initiated.
Employee training of 4.9 man-days per employee reaches International
benchmarks.
1989
Market share touches 40%.
Over 3,000 mid-volume copiers exported to U.K.
1038 upper mid-volume copier launched.
Principles of Quality cascaded throughout Modi Xerox.
1990
Value-engineered 1025 ST launched, the only copier of its kind in Xerox
Entry into the low-volume segment with the 5012 copier
Overall Customer Satisfaction rating of 90% achieved
'Teamwork 90', the first Quality event, showcases 36 Quality Projects
1991
Export of parts and components to Xerox plants initiated
2.2 million accident-free hours at Rampur, amongst the best in the Xerox world
Modi Xerox wins National HRD Award
Korea Xerox adopted as Benchmarking Partner.
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1992
Modi Xerox becomes The Document Company with its entry into the laser printer
and fax markets
ISO 9002 Certification attained
Modi Xerox evolves - Laser Printers, fax machines and Quality Office Supplies
launched
Over 25,000 photoreceptors and 450,000 toner bottles exported to Xerox
customers in Europe and USA
1993
Modi Xerox completes 'First 10 Years'
First time Business Excellence Certification achieved
New products, New technologies introduced: Colour with Xerox MajestiK digital
colour copier and printer series, Heavy duty Xerox 1040, Xerox 5331, 2515
Engineer Plan Printers
Entry into low volume copier market with the Modi Xerox 5212 value engineered
by Rampur
50,000th machine rolls out of Rampur
Repro market share crosses 50% mark
Suppliers' Total Quality Strategy initiated.
1994
Plain paper fax and inkjet printer technologies introduced.
Rampur wins 1993 Xerox Significant Safety achievement Award & National safety
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Award.
First ever patent for Selenium Waste Disposal field.
Xerox quality services launched.
Xerox software development commences.
1995
New corporate identity, The Document Company Modi Xerox , and digitised X
cut-in.
Product MIF crosses the 100000 mark.
Colour offering expended; new Work Group rises, high- ended Xerox Printing
systems introduced.
Complete Waste Free Factory Status : 100% Reuse & Recycling of waste by
Rampur.
2 out of five Xerox Earth Award Won.
1996
Tie up with Rank Xerox Technical Centre to boost service operations
British Safety Award received for the fifth time
Benchmark 2.97 composite defects per hundred machines, normalised for 1000
drawings
3 Xerox Earth Awards won - a benchmark performance
Industry No.1 in Overall Customer Satisfaction. Rated No.1 on After Sales Service
by A&M and Marg Survey. 95% Satisfaction rating on Key Accounts achieved
Over 55% copier market share achieved
20 new products launched, from low-end copiers to high-end Printing Systems
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Single Integrated Customer Data Base introduced & through VSATs link the
CBUs were linked with National Warehouses, Rampur plant and Xerox
First Xerox Document Center opens in Delhi
1997
India identified as key Emerging Market for Xerox
ISO 14001 Certification attained for complete Environment Management System
June 26 - 100,000th Copier rolls out from Rampur plant.
3.8 million Accident free man-hours logged as on 30th September 1997.
Suppliers Total Quality Certification for 43 Suppliers. 20 ISO certified
New Digital, Networked products launched - Xerox DocuColor 40, the worlds
Fastest digital color production system and Xerox DocuTech 135 digital
publishing system
Xerox awards won: Global Accounts Marketing Pioneer Award, Xerox Channels
Group Award, Contract Penetration and Cost of Rental Programs identified as
Best Practices by Xerox Emerging Markets Customer Operations (EMCO)
First Modi Xerox Supplier, M/s Indal Electronics, certified as Xerox worldwide
Supplier
4 Xerox Earth Awards won
90% CSS employees part of SMWG work way - 74 teams across 50 locations
QuickJit, a patented Xerox process launched.
CMM Level 3 Certification for software development from Carnegie Melons
Software Engineering Institute, USA Exciting digital products launched Docuprint N40, Xerox 8830 DDS Engineering Plan Printer
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1998
Digital transition initiated DigIT Certification launched. 50% people trained in
digital technology
Value Added Partner Program initiated Second Xerox Document Center set up in
Bangalore
Customer Service Support part of Eureka, Xerox worldwide Service Support
database
Highest ever 4.7 million accident free hours clocked at Rampur
7 Xerox Earth Awards won and 3 Honourable Mentions
Benchmark 97% Toner yield across Xerox
Supplies Manufacturing Operations achieves Zero Deficiency Level certification
from Xerox
First time direct exports to SAARC; Fax Rolls to South East Asia and
photoreceptors to Xerox Shanghai
Y2K compliance on all products manufactured at Rampur
Open Learning Centre established at Rampur
1999
Integral part of Xerox Developing Markets Operations (DMO)
Business Restructuring successfully concluded
Xerox Management Model & the Managing For Results (MFR) process
revitalized
New Convenience Copier series engineered and launched by Rampur. 55%
National Integration achieved
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Channels Premier Club for Extended Sales Promotion Agents

ISO 14001 Surveillance Audit successfully concluded
Outsourcing Servicing Agents (OSA) activity successfully initiated
Export Excellence Award won. First ever copier export to Iraq under UN Oil for
Food Program.
Benchmark Asset Recovery in the Xerox world for fifth consecutive year
DMO Assessment rates XMC No. 1 in Digital & Network Knowledge. No. 2 in
Color.
XMC rated industry No. 1 in Customer Satisfaction for 5th consecutive year
New Document Solutions cut in for Telecom, Graphics Arts, Education, Banking
& Finance and Manufacturing
2000
Merger of Modi Xerox Limited & Modi Xerox Financial Services into Xerox
Modicorp Limited (XMC) concluded
Tektronix Colour Printing & Imaging Division (CPID) in India integrates with
Xerox Modicorp's Channels Business
7th Employee Day celebrated. Company Merit Awards instituted
Knowledge Sharing at work initiative announced
Open Door Policy launched
Modi Xerox wins 1999 Golden Peacock innovative Product/Service Award from
World Congress on Total Quality
Teleweb enabled business intensified
omes The Document Company enters laser printer, fax and supplies markets.
ISO 9002 Certification attained.
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A record of 25,000 photoreceptors & 2,50,000 toner bottles were exported to Xerox.
What Xerox Promises
The Document Company Xerox Modicorp in India demonstrates its
leadership in
market position.
Wide array of high-end production & printing systems; engineering plan
printers,
colour, digital & networked products.
Document solutions for telecom, banking & finance, graphic arts,
education,
manufacturing & government.
Industry No. 1 in overall Customer Satisfaction and service. Nationwide

distribution & reach.
Widespread coverage and strong dealer network for plug & play products
and
supplies.
Benchmark Manufacturing & Supply Chain operations.

The First in industry to achieve ISO 9002 for Manufacturing and
Marketing /
Customer Service Support.
It also endeavored to be among the first 10 companies in India to obtain
ISO
14001 for complete environment management systems World class
facility for
manufacture of copiers, consumables and parts.
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It is also amongst the top 10 networked companies in India and has been
adjudged
the most successful joint venture of the decade.
Vision and Mission
OUR VISION
Xerox India Ltd, the Document Management Company, will be the leader in the document
market in India , helping improve our customer work processes, positively impacting
productivity and Costs while digitally empowering them to transform their work.
In other words:
Helping people find better ways to do great work
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OUR MISSION:
Our strategic intent is to help people find better ways to do great workby constantly
leading in document technologies, products and services that improve our customers work
processes and business results.
We are
30
31
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142 on the Fortune 500 List

Business Groups
Xerox Office
Production Services
Xerox Global Services
The Group: $25 Billion in Sales
Xerox Corporation: $16 Billion
FUJI XEROX Ltd: $9 Billion
33
Operations Groups
United States and Canada
Europe (Western Europe)
Developing Market Operations
Latin America
Eastern Europe
Russia / CIS
India
Middle East and Africa
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Xerox India Limited ((XIL)
Overview
Incorporated in 1983, Xerox India Limited (XML) is a part of Xerox Corporation (NYSE:
XRX), the US$15.7 billion, Fortune 500 global document management company. Over the
past 20 years, Xerox Indiahas shaped the Document Management industry in India by
ushering in the world's best documentprocessing products and bringing innovative valueadded concepts to cater to customer needs. XeroxIndia has successfully transitioned three
major movements in India since its inception, from copying toprinting, black and white to
colour and stand-alone analog to digital, networked products.
Xerox India's Strategic Intent
To become the leader in the document market in India by helping improve the
customer workprocesses, positively impacting productivity and costs while digitally
empowering them totransform their work. In other words 'helping people find better
ways to do great work.
Xerox India Limited, erstwhile Modi Xerox was the outcome of one man's vision to usher
white-collarproductivity in India. In the 1960s and 1970s Dr Bhupendra Kumar Modi,
erstwhile founder Chairmanand President, Modi Xerox experienced first hand the power of
xerography and discovered the simple joyof copying reference study material at the touch of
a button.
Through a tie up with Rank Xerox, a member of the worldwide Xerox family in UK, Dr
Modi founded Modi Xerox, a joint venture partnership and brought to Indian offices a new
level of productivity and efficiency in business management.
35
The Xerox India Limited story can be divided into the following phases:
o The Start-up years (1983 - 86)
o The Take-off Phase (1986 - 89)
o Maturing of the Partnership (1989 - 91)
o Evolution into The Document Company (1991 - 95)
o Gearing up for Globalization & Knowledge Growth (1995 - 99)
o 2000 & Beyond : Leading the Digital Document Revolution
Through its three business groups - Production Systems Group (PSG), New Office Group,
Consulting/Outsourcing business group - XIL caters to its three primary markets of high-end
production environments, networked offices (small to large) and document management
services.
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New Office Group

The New Office Group of Xerox caters to the requirements of large and mid-sized and small
enterprises, providing them with analog copiers, digital copiers, copiers-printers, advanced
multifunction devices, color copiers-printers and engineering copiers. These offerings are
marketed through "Two-Tier distribution model. Xerox reaches out to its customers through
its network of three national distributors (Ingram, eSys and Redington) and two regional
distributors (Micromax and Ansatta). The company has network of 1500 channel partners that
are supported by a team of qualified and trained indirect sales personnel.
Production Systems Group
The Xerox Production Systems Group caters to three main production environments Publishing, Transaction Printing, and Enterprise-wide Printing through its multiple product
categories. The group also offers total document solutions and services that can scan, view,
manage and produce documents as wells a variety of pre-press and post press workflow
options to fully meet customer demands. The group markets its product portfolio through
both direct and indirect model.
Xerox Global Services
Xerox Global Services brings device and document management services to the marketplace.
It enables Xerox to be a fully integrated document solutions company by providing a total
end-to-end solution.
Xerox Global Services helps clients reduce costs and create value by making smarter
connections between people processes and technology.
37
Contribution of Office Groups:

It sells office products and contributes over 70% of the companys revenue in India.
Revenue from India in the financial year of 2004-05 has been Rs.500crores
We have set the target of Rs.800crores by the end of 2008.
As of now we have around 620 channel partners and over 1000 resellers.
Recognitions achieved:
First in industry to achieve ISO 9002 for both Manufacturing and Customer Service
Support.
Among first 10 companies in India to obtain ISO 14001 for complete environment
management systems.
National HRD Award
Quality training programs and Best Practices imbibed and shared within Xerox (Egypt
and
SaudiXerox) as well as lead management bodies in India.
Export Achievement Awards 1996-97 & 1997-98.
1999 Golden Peacock Award for Value Engineering new Modi Xerox 5216 copier
variant.
38
OPPORTUNITY
India Market The Facts
Market Available for you..
1. Mono Laser Printers 6 Lakh Printers
2. Color Laser MFDs 40 Thousand Printers
3. Mono MFDs A3 45 Thousand Units
4. Mono MFDs A4 1 Laks 20 Thousand Units
5. 500 Cr. consumables Opportunity
6. 2000 Cr. Paper Opportunity
7. Rs.4500 CR. Software Industry
39
The Document Company Xerox streamlined structure
There are four regional directors in the marketing wing to over see
operations. These are
North, South, East and West. Our study furthered on the operations from
the north which
is headed by Graham Wing.
ISO stands for Industrial Solution organization which covers the major/key
accounts of
40
Xerox. GMO stands for General Marketing Organization which entails

channel trade
partners. Channel activities cover sales through dealer/ channel networks.
The North operations cover the state of Uttaranchal and Uttar Pradesh
with 14 towns as
major business focus. The operations are a three tier system with the
second line at the
operational level reporting to the respective regional director stationed at
New Delhi.
Regional Channel Structure
41
The categorization of the cities is based on A, B and C classification.

A: Usually 3-4 channel partners averaging turnover from 60-75 lacks per
annum
B: Usually 2-3 channel partners averaging turnover from 40-60 lacks per
annum
C: Usually 1-2 channel partners averaging turnover less than equal to 40
lacks per annum
Marketing Strategy
Steps of Sale SPANCO
Sales approach should be SPANCO which could be further elaborated into Suspect, Prospect,
Approach, Negotiate, Close the Call and finally get the Order. The various steps are explained below:
1- Suspect- Fact Finding Mission Record all contacts
2- Prospect- Validation and Classification H/W/C. Time Table preparation, Initiating Next Steps
3- Approach-- Contacting the M.A.N. Submission of the Proposal
4- Negotiation- Demonstration. Submission of fresh proposal
5- Closing- Collecting the order
6- Order- Processing the order, Delivery, Installation and KOT. Collection
Suspect:
42
The sales cycle starts from a suspect. The suspect is a new door. To be sure that the new door has a
suspect behind it, the salesman must go and see for himself. To convert the suspect into a prospect, the
sales man requires information. The information can only be gained with the eyes and so the sales
man must go and look. Most of the salesmans information will however come from asking questions
of the people he meets when he calls on the suspect.
Prospect:
The suspect is identified as a M.A.N. and qualifies as a prospect. The business of a prospect will need
the services and solutions offered by Xerox. We need to make the prospect recognize these needs and
educate him on the same.
Approach:
The prospect is approached at this stage of SPANCO sales process. The approach is done through a
business appointment that is convenient to the prospect. Even the prospect is open for a Demo of the
product through which his need can be met. At the end of this step a proposal of business is submitted
to the identified prospect which includes the primary quotation.
Negotiation:
Negotiation is your opportunity to demonstrate your commitment (and your company's) to

long term relationships to maximize value for both parties (for those who sell to businesses,
value is ultimately synonymous with profit). Negotiation in sales can be a formal event, at a
specific time and on a specific date, or it can be an ongoing theme at different points of the
sales process.
Negotiation is beyond price. Negotiation includes the entire value proposition. As a sales
Professional you're seeking mutually beneficial relationships with prospects and customers
which means you're going to seek a true win/win solution. Practiced and applied, negotiation
skills can increase the level of trust and credibility you and your company have with your
prospects and customers.
43
Closing:
Closing is defined as obtaining the customer commitment.
The Art of Closing:
1. Closing stage of a skillfully run and executed sales process.
2. Natural culmination of everything in sale that has proceeded it.
3. Successful closing depends on a sales persons ability to effectively investigate customer
needs
and demonstrate the machine capability and ability to effectively seek and obtain customer
commitment.
The Closing Process
1. Summarize the benefits the customer accepted during the call.
2. Formulate an action point requiring customer commitment.
Example-
Customer: This machine is perfect to our requirement.

Salesperson: We have agreed that the machine we have offered offers excellent copy quality
and correctly fits into your budget. Lets go and complete the paper work right now.
Order:
44
This is the final step of SPANCO sales process. In this stage the order is processed within the
turn around time assured by the company. The delivery is made during this stipulated time
period and the machine is installed at the customer site for productivity. The Order stage is
followed by the collection as per the agreement made during the negotiation stage.
Product of Xerox
Office product of Xerox
Color Multifunction
A complete line of office color laser multifunction printers that copy, print, scan, and fax all
in one.
(A) Phaser 6128MFP
45
Print, copy, scan, fax, email

Best for small, frequent jobs in a small work team or personal environment
Color: up to 12 ppm
Black: up to 16 ppm
Standard paper capacity: 251 sheets
Maximum paper capacity: 251 sheets
(B) Phaser 6115MFP
Print, copy, scan, fax

Best for small, frequent print jobs in a workgroup or personal environment
Color: up to 5 ppm
Black: up to 20 ppm
(C) Phaser 8860MFP

Color output for the price of black-and-white
46
Cartridge-free solid ink technology

Black: up to 30 ppm
Color: up to 30 ppm
Maximum paper capacity: 1,675 sheets
(D) Phaser 6180MFP

Best for small, frequent print jobs
Workgroup: Up to 10 users
Color: up to 20 ppm
Black: up to 31 ppm
(E) WorkCentre 6400
47
New! Trade-up Rebate!

Print, Copy, Scan, Fax, Email
Best for everyday office use in small to medium workgroups
Color: up to 32 ppm
Black: up to 37 ppm
(F) WorkCentre 7425/7428/7435
New!
Print, copy with optional scan, fax, email
Best for everyday jobs in color or black and white
Color: up to 20 / 28 / 35 ppm
Black: up to 25 / 28 / 35 ppm
(G) WorkCentre 7232/7242
48

Best for black-and-white jobs with color when you need it
Color: up to 10 ppm
Black: up to 32 / 40 ppm
(H) WorkCentre 7328/7335/7345/7346
Print, Copy with optional Scan, Fax, Email

Color: up to 26 / 31 / 35 / 40 ppm
(I) ColorQube 9201/9202/9203
49
New!
Print, copy, scan, email and optional fax
Choose flexible pricing plans to pay less for color pages
Cartridge-free solid ink technology
Best for high-volume color usage
Print and copy up to 50 ppm (with flexible print speeds from 38 to 85 ppm) on ColorQube
9203
Standard paper capacity: 3,300 sheets
(J) WorkCentre 7655/7665/7675
Copy with optional Print, Scan, Fax, Email

Best for high-volume jobs of any size with great color when you need it
Color: up to 40 / 50 ppm
Black and White Multifunction

Black-and-white multifunction printers that output at speeds up to 30 pages per minute.
(A) WorkCentre PE120/PE120i
50
Copy, Print, Scan, Fax

Best for small jobs in a personal use or small workgroup environment
50 Sheet Automatic Document Feeder
(B) WorkCentre 4118
Copy, Print, Scan, Fax

Best for small jobs in a workgroup or small office environment
Speed: up to 18 ppm
(C) WorkCentre M20/M20i
51
Copy, print, fax, scan, email

Best for small copying, printing, faxing and scanning jobs
50 page duplex automatic document feeder
Speed: up to 22 ppm
(D) Phaser 3300MFP

Best for everyday use on small work teams (2-10 users)
50-sheet Automatic Document Feeder
Speed: up to 30 ppm
(E) WorkCentre 3210/3220

52
New!
Print, Copy, Scan, Fax (and Email on WorkCentre 3220)
Best for personal use or small workteams (1-5 users)
50-sheet Automatic Document Feeder
Speed: up to 24 / 30 ppm
(F) WorkCentre 5222
Copier or Printer/Copier with optional scan and fax

Best for everyday usage for small- and medium-size jobs
Speed: up to 22 ppm
(G) WorkCentre 5225

53
Copier or Printer/Copier with optional scan and fax

Speed: up to 25 ppm
(H) WorkCentre 5030/5050
Copy, with optional Print, Scan, Fax, Email

Advanced Multifunction
54
High-performance multifunction printers with advanced scan, fax, security, and accounting
solutions
(A) WorkCentre 7655/7665/7675
Copy with optional Print, Scan, Fax, Email

Best for high-volume jobs of any size with great color when you need it
Color: up to 40 / 50 ppm
(B) WorkCentre 5665/5675/5687

Best for heavy office use or in-house production
Speed: up to 65 / 75 / 87 ppm
(C) WorkCentre 5632/5638

55

Best for frequent usage for small to medium jobs
(D) WorkCentre 7232/7242

Color: up to 10 ppm
Black: up to 32 / 40 ppm
(E) WorkCentre 4150

56
Print, Copy, Email, Fax, Scan

Best for heavy usage of small to medium jobs
Speed: up to 45 ppm
(F) WorkCentre 7328/7335/7345/7346
Print, Copy with optional Scan, Fax, Email

Color: up to 26 / 31 / 35 / 40 ppm
Environmental Record
U.S. office workers print an average of 10,000 pages per year. However, developing and
designing printers consumes thousands of reams of paper a day. This is not usually seen by
the general public but needs to be disclosed nonetheless. According to Xerox, around 40
percent of the pages printed out by people are only viewed once before being thrown away.
57
Xerox is making attempts at reducing that number with erasable paper. This new type of
paper is embedded with chemicals that are sensitive to light. When different wavelengths of
light touch its surface, the paper darkens, and this in turn gives the printed text or image
look. The images stay on the paper for between 16 and 24 hours before dissolving, and this
allows the paper to be used again in the future.
The average American emits 9.44 tons of carbon dioxide a year. To help offices realize their
environmental impact, Xerox released the sustainability calculator in late March 2008. The
calculator has been created as a method to measure the environmental benefits so we can use
that in our reports and marketing materials says Patty Calkins, who is the vice president of
environment, health, and safety at Xerox, as well as to optimize the office equipment. Since
the 1990s, Xerox, has been an innovator in the domain of the eco-friendly or the green
corporation. Its mission statement on the environment states At Xerox, sustainability is our
way of doing business. We strive to maintain the highest standards to preserve our
environment and protect and enhance the health and safety of our employees and
communities. In fact, Xerox has managed to create environmentally friendly products that
are also save millions of dollars per year. In 1993, Xerox created a product stewardship
program that began by reprocessing still functioning parts from old office
equipment into new parts. This is called the end-of-life take-back program. In 1990, Xerox
introduced its waste-free packaging system where it created two different extendable boxes
that would be used to transport and take back equipment and would then be reprocessed after
its life cycle. In 2006, Xerox introduced the re-usable or erasable paper, its biggest innovation
yet.Xerox created a product stewardship program in 1993 whose keystone program was the
end-of-life equipment take-back program. This program was first developed in Europe.
Whenever possible, Xerox would take back machines that it had previously sold to
58
companies and reprocessing them into new parts. Previously, companies would specify that
new items must be created from 100% new virgin materials. However, Xerox found that
equipment that was not useful anymore still had parts that were still functioning. The process
was as follows: Xerox would Carefully dismantle equipment down to the base-unit level and
then inspect and clean it in the base-unit-preparation stage. Thorough analysis determines
each components remaining life. The company reprocesses re-usable components and test
them to ensure that they meet Xeroxs standards and puts them back into the same assembly
lines as virgin parts. The company would then test the product thoroughly in an environment
that resembles its final location. In 1997, Xerox reprocessed 3.8 million parts from 160,000
pieces of equipment. This process has been emulated over the years by a number of
corporations.Environmental benefits from this process include an end-of-use collection
process for customers, reduction of waste to landfills, the avoidance of raw material
purchases and the associated use of energy, and the ability to produce environmentally sound
equipment. As well, parts reprocessing process is labor intensive and Xerox hired 400
additional staff. In addition, net savings totaled over 80$ million in Europe since disposal
costs were transformed into revenue. To combat consumer hesitancy in procuring items that
are not made from 100% virgin materials, Xerox offered 3 year guarantee on these products
made from recycled materials, the same as its completely new materials. Xeroxs approach
was to build customer confidence. For example, Xerox Europe always maintained its focus
on total customer satisfaction by combining environmental responsibility with stringent
control over manufacturing processes. It offered a total three-year satisfaction guarantee on
equipment containing reprocessed parts to demonstrate its confidence in its products, the
same as that given on new equipment. Finally, Xerox, stopped distinguishing its products as
new or built from manufactured parts and promised to have all new products created with
both 100% new and manufactured or reprocessed parts.A second eco-friendly innovation was
59
the waste-free packaging program created in 1990. Xerox created two standard returnable
boxes, one steel and one wood, that replace its 25 different disposable packaging boxes.
These new, reusable boxes can be reused up to 25 times but were manufactured to last 10
cycles and can be extended to suit past, present and future products. At the end of their life
cycle, Xerox will fix the wooden boxes and will reprocess the steel boxes. These totes
reduce disposal costs, increase operational productivity and reduce inventory. In addition,
using re-usable packaging reduces the cost to the consumer by 15$ and its estimated annual
savings in Europe were approximately 3.5 million $.
The program has been widely
popular.Xerox most current eco-friendly innovation is its creation of an erasable form of

paper for copiers. The product has yet to be released for commercial use but Xerox believes
that it may do so in the next few years. Brinda Dalal, an anthropologist at the Xerox Palo Alto
Research Center estimates that, Of the 1,200 pages the average office worker prints per
month, 44.5 percent are for daily use assignments, drafts or e-mail. In her research,
scouring the waste produced by office workers, she found that 21 percent of black-and-white
copier documents were returned to the recycling bin on the same day they were produced.
That is why Xerox began developing a new technology that would allow paper to become reusable. The new system produces documents on special yellow paper; the ink has no toner
and is a purple tint. The ink then disappears within 16 hours and the process can be hastened
by heating the paper. Currently, individual pieces of paper can be printed on up to 50 times
but this number is only limited by the paper; if Xerox could create a type of paper that does
not lose quality over time, then a paper could then be reprinted on indefinitely. Xerox has
not yet decided whether it will commercialize its technology, but the goal is to create a
system where the specially coated paper costs between two and three times standard copier
paper, making the total cost of the system substantially less than conventional paper when
paper is reused repeatedly. The biggest challenge to this new technology will be to find a
60
market. It is very promising and would reduce the amount of deforestation occurring in all the
worlds forests by reducing the amount of paper being consumed.
Xerox continues to be an innovator in the areas of reducing waste and reducing the
consummation of paper worldwide. It has also been a leader in allowing other companies to
follow its lead in a shift to green consumerism. The erasable paper is by far its greatest
achievement, one that will surely catch on in the future due greater demands from consumers
to reduce waste and reduce deforestation by reducing the amount of paper consumed
worldwide.
Trademark:
The word "xerox" is commonly used as a synonym for "photocopy" (both as a noun and a
verb) in many areas; for example,"I xeroxed the document and placed it on your desk." or
"Please make a xeroxed copy of the articles and hand them out a week before the exam".
Though both are common, the company does not condone such uses of its trademark, and is
particularly concerned about the ongoing use of Xerox as a verb as this places the trademark
in danger of being declared a generic word by the courts. The company is engaged in an
61
ongoing advertising and media campaign to convince the public that Xerox should not be
used as a verb.
To this end, the company has written to publications that have used Xerox as a verb, and has
also purchased print advertisements declaring that "you cannot 'xerox' a document, but you
can copy it on a Xerox Brand copying machine". Xerox Corporation continues to protect its
trademark diligently in most if not all trademark categories. Despite their efforts, many
dictionaries continue to mention the use of "xerox" as a verb, including the
Oxford English Dictionary.In India, Parle Agro's "Kaccha Mango Bite" candy ran a tagline
claiming "Kacche Aam Ka Xerox" which means "Xerox of the raw mango". The tag was later
modified to "Kacche Aam Ki Copy", which means "Copy of the Raw Mango."
In 2008, Xerox changed its logo to a red sphere with a white X with three grey stripes. The
change is meant to reflect less on the photo copying duties Xerox has carried out and instead
to refocus on document management and solutions across the world for companies.
RESEARCH METHODOLOGY
Research methodology is used to search answers of the research questions. An attempt has
been made to describe the nature of the people of Lucknow city by the study of the samples.
Methodology in common parlance refers to a search for knowledge. The advanced learners
dictionary of current English lays down the meaning of research as a careful investigation
or enquiry especially through search for new facts in any branch of knowledge. Some
people consider research as a movement, movements from known to unknown. It is actually a
62
voyage of discovery. We all posses the vital instinct of inquisitiveness for, when the unknown
confront us, we wonder and our inquisitiveness makes us probe and attain full and fuller
understanding of the unknown. This inquisitiveness is the mother of all the knowledge and
the method, which man employs for obtaining the knowledge of whatever the unknown, can
be termed as research.
Methodology is a way to systematically solve the research problem. It may be understood as
a science of studying how research is done scientifically.
Learning more about the consumer and about marketing is the heart of the research
methodology. The research methodology has many dimensions and research methods to
constitute a part of the research methodology.
RESEARCH PROCESS
Problem Formulation
Research Design
63
Sample Design
Data Collection Technique
Field Work
Analysis and Interpretation and Research Report
In the planning of the project and survey, the entire schedule of work was divided into 13
steps which are as follows-
1. Defining the objectives

2. Defining the population
3. Frame the sample units
4. Data collection
5. Questionnaire
6. Methods of collecting data
7. Non-respondent classification
64
8. Selection of proper sample size

9. Organizing the field work
10.
Execution of the project
11.
Summery and analysis
12.
Information gathered for the further survey
13.
Preparation of the report
Let us understand all the above 13 steps in detail:
1. DEFINING THE OBJECTIVE: The main objective is to find out the dealer
perception of fresher and walked out dealer from Xerox photocopier machines. This
survey is conducted to depict the behavior of the dealer in making investment,
especially in insurance.
2. DEFINING THE POPULATION: Population refers to the total items about which
the information is desired. Here in this project I have considered finite population that
is we are taking one single individual as single unit which is fixed the 100
questionnaires, each separately by the single individual.
3. FRAME THE SAMPELING UNITS: The elementary units or the group of such
units may form the basis of sampling process, which are called as sampling units. A
list containing all such sampling frames consists of a list of items from which the
sample is to be drawn. It is often impossible to draw a sample directly from the
population. In case of this project I simply located the different areas of Lucknow and
conducted a survey by taking the information in the form of questionnaire.
4. DATA COLLECTION: There are several ways of collecting the data which differ
considerably in context of money, cost, time and other resources. In this project the
65
data which was required gave details about the behavior of dealer who make
investments in Paint Industry and Construction Industry, etc.
5. QUESTIONNAIRE: To develop an effective questionnaire following points should

be kept in mind:
a. Keep in view the problem to be studied.

b. Questions should be appropriate and simple and must be constructed with a
view to their forming a logical part of a well thought out tabulation plan.
c. Proper sequencing of questions.
d. Should be examined properly and if error found, should be removed.
6. METHODS OF COLLECTING DATA: Normally there are 2 methods of collecting

the data:
Primary data
Secondary data
In this project we require data which is necessary to obtain the secondary data. We
have collected the information by directly communicating with the respondents
through questionnaires.
66
7. NON-RESPONDENT CLASSIFICATION: It is very necessary to classify the

respondents from the sample who didnt give proper reply while conducting the
research. The reason for doing this is that it may create a systematic
8. SELECTION OF PROPER SAMPLE SIZE: A sample design is a definite
plan for obtaining a result from the given population. In this project the sample size is
of 100.
9. ORGANISING THE FIELD WORK: Fieldwork is done in this project individually

with no biasness. The field work comprises of filling of questionnaire by different
sector individuals.
10. EXECUTION OF THE PROJECT: Proper execution of the projects important.

Steps should be taken to ensure that the survey is under statistical control so that the
collected information is in accordance with the pre-defined standard of accuracy.
11. SUMMARY AND ANALYSIS OF DATA: Once the data is collected the next task is
to analyze it. The raw data should be classified into some purposeful usable
categories. For example: tabulation, coding, etc. Analysis work, after tabulation, is
generally based on the computation of various percentages, coefficients, etc. by
applying various well defined statistical formulae. Here in this report it is found that
the investment pattern of people in private insurance companies is not satisfactory.
12. PREPARATION OF THE REPORT: Final report is prepared according to the work
done. Following points must be kept in mind in this regard:
67
The layout
Report should be concise and simple.
Proper graphs and charts must be used for the explanation.
Limitations in the report should be clearly mention
Data Analysis and Interpretation
Q1: Which brand of photocopier machine you use?

Satisfaction level
Respondent (No.)
Canon
25
Ricoh
15
Sharp
20
68
Xerox
40
Interpretation:
During market analysis we find that mostly organization use the Xerox photocopierMachine
in Delhi & NCR. Its indicate that the percentage of Xerox photocopier machine In Delhi &
NCR high than other copier machine.
Q2: Does brand name influence your purchasing behaviour while installing the photocopier
Machines?
Satisfaction level
Yes
Respondent (No.)
80
No
20
69
Interpretation:
During market analysis mostly peoples who work in organization said that brand name
influence the purchasing behaviour while installing the photocopier machines.
Q3: How printing cost influence your installation decision?
Satisfaction level
Disagree
Respondent (No.)
25
No answer
15
Agree
60
70
Interpretation:
By market analysis of copier used in office ,we analyze that 60% of people said that Printing
cost influence installation decision and 25% peoples are disagree , 15% People was not gave
the answer.
Q4: Does power consumption of machines is a considerable factor while choosing a

machine?
Satisfaction level
Yes
Respondent (No.)
85
No
15
71
Interpretation:
By market analysis of copier used in office ,we analyze that 85% of people said that Power
consumption influence installation decision and 15% peoples are disagree.
Q5: The speed of a machine (ppm-paper per minute) is considerable factor while choosing a
Machine?
Satisfaction level
Disagree
Respondent (No.)
28
No answer
15
Agree
57
72
Interpretation:
By market analysis of copier used in organization ,we analyze that 57% of people said that
speed of a machine (ppm-paper per minute) is considerable factor while choosing a machine
and 28% peoples are disagree, 15% people was not gave the answer.
Q6: Does other feature like MFD(multi function device) play a significant role when you
purchasing photocopier machine?
Satisfaction level
Disagree
Respondent (No.)
35
No answer
15
73
Agree
50
Interpretation:
By market analysis of copier used in organization ,we analyze that 50% of people said that
MFD play a significant role when you purchasing copier machine and 35% people disagree
and 15%was not gave the answer.
Q7: Does print quality is considerable factor while choosing a machine?

Satisfaction level
Disagree
Respondent (No.)
15
No answer
10
Agree
75
74
Interpretation:
By market analysis of copier used in organization ,we analyze that 75% people said that print
quality is considerable factor while choosing a machine ,15% was disagreeand 10% was not
given answer.
Q8: Does price factor affect the buying behaviours?

Satisfaction level
Disagree
Respondent (No.)
20
No answer
10
Agree
70
75
Interpretation:
By market analysis of copier used in organization ,we analyze that 70% people said that price
factor affect the buying behaviours and 20% people was disagree, 10% was not give the
answer.
Findings
The aim of the research was to find out the To understand the office automation industry
with reference to A3,MFD and explore the new channel partners. All the due efforts
were made to find out the appropriate and confide results. Following are the various findings
of the research:
76
Mostly organization and institution said that brand name play a important role when
we purchase sing the machine.
After analysis we finding that the printing cost of photocopier machine play a
important role. Mostly organizations are satisfied with Xerox, because the printing
cost is low in comparison to other photocopier machine.
After data analysis we finding that power consumption of Xerox is better than other
photocopier machine.
During data analysis we finding that page print per minute is considerable factor
while chosen the machine Mostly people of organization said that the page print per
minute is better than the other photocopier machines.
After data analysis we finds that mostly people satisfied with MFD (multi functional
devices) of Xerox photocopier machine.
Print quality of Xerox photocopier machines is better. Mostly people satisfied with
this statement.
During data analysis we find that the mostly people said that, the price of Xerox
photocopier is higher than other photocopier machines
77
Suggestion and Recommendation
On the basis of survey done by me following are the some of points that could be suggested
to the dealer of the company so as to increase the sales of products.
78
On time delivery of the products is the important area that is to focused on.
Brand name of Xerox is very well known in Photocopier market and it is associated
with quality thus this has to be maintained in all spheres of the selling and marketing.
Another suggestion would be that Xerox should also encourage direct selling a part of
from depending fully on dealers.
There could be some changes in the products of Xerox according to consumer needs
and purchasing power of consumer.
There may be improvement in the after sales services of the Xerox photocopier.
SWOT ANALYSIS
Xerox considers itself the global leader in the document management business, stating they
offer the widest array of products, services and solutions in the industry. Since the early
79
1990s. Xerox has reinvented itself from a predominantly black-and-white, light-lens copier
company into a digital, color and document solutions company.
Xerox Mission Statement says, Our strategic intent is to help people find better ways to
do great work -- by constantly leading in document technologies, products and services
that improve our customers' work processes and business results.
Xerox states that since the creation of their company they have operated under the guidance
of six core values. These are the belief that:
They succeed through satisfied customers;
They value and empower employees;
They deliver quality and excellence in all they do;
They provide superior return to their shareholders;
They use technology to deliver market leadership;
They behave responsibly as a corporate citizen.
Strengths:
80
The greatest strength that Xerox had in the market place was the recognition of its
brand name. The Xerox Company designed and developed the original technology for
the first office copiers in 1959.
Xerox supplied an entire range of copiers catering to all markets, from low volume
users making fewer than 5,000 copies per month at a purchase cost below $4000, to
high volume markets with copiers costing over $60,000. They were the only company
to provide a comprehensive line of copying devices.
Complementarily, the clients of Xerox ranged from individuals to Fortune 500

companies, a demonstration of Xeroxs scalability and ability to adapt to client
specific requirements.
Xeroxs dedication to measurably increasing customer satisfaction and offering new

strategies to both management and operations were heavily marketed and the public
was aware of these strengths.
The company declared customer satisfaction to be its highest corporate priority

having identified it as the means through which they would regain and maintain their
market dominance.
Weaknesses:
81
Xerox also suffered a number of weaknesses within the company and within the
industry. Although Xerox enjoyed a well-established brand name, their ability to
diversify was limited because of the markets perception that Xerox created only
copiers.
As stated above, in the 1980s, competitors were able to sell their products close to
the price at which Xerox was producing similar units. Consequently, Xerox suffered
eroded market share (greater than 60%) as they faced cost issues.
Following the revisions within Xerox, weakness still existed related to how the
company measured and assessed its position regarding customer satisfaction.
Xerox measured customer satisfaction via four methods:

1. Periodic customer surveys;
2. Post-installation surveys;
3. Focused surveys following the installation of new product lines;
4. Benchmarking against their competitor;
Xerox performed most poorly in the general market, where it received the greatest
deviation from its targeted customer satisfaction rate. Finally, one of Xeroxs
strengths, its seniority in the industry, also had a downside. Xerox had an install
base of customers that were operating with older equipment that was more likely to
breakdown and require more costly service.
Opportunities:
82
In the early 1990s Xerox faced several opportunities. The technology in the copying
field was advancing. Digital copying was expected to surpass the traditional light/lens
technology and the emerging color copying technology represented another prospect
for Xerox. Multi-modality machines combining copying, faxing, scanning and
printingi offered a potential for expanding the market and providing customers with
more bang for their buck.
Xerox addressed many of these issues when it
refocused its document-processing line, complimenting its original copying

business.
The greatest opportunity Xerox faced at this time was the potential to market itself as
it achieved the lofty goals it had defined. The successful increases in customer
satisfaction and perceived satisfaction, formally recognized by the prestigious awards
Xerox won, provided a very powerful advertising and sales tool.
Threats:
83
Xerox also dealt with threats from its rivals in the industry. There were twenty-three
companies in the copier market, all vying for market share. Many of these other firms
were hungry for business and produced very targeted products for niche markets,
placing the large, bureaucratic, monolithic Xerox with its broad product range at a
disadvantage.
Corporate Learning
84
To be a part of Xerox was the best opportunity for me to have:

A practical exposure of corporate world.
Independently handling of clients.
Came to known the problem of clients.
Learn the technical procedures and analysis of various research system, such as
marketing research and equity research.
Learnt the corporate culture.
85
LIMITATIONS
In the research conducted all the due efforts are made with full effort and diligence but still
their might be some error due to the following reasons:
Human behavior is too complex to determine. So the information disclosed by them

may not be very accurate.
This research is conducted on a very small sample size, so it might be possible that
the information given by such respondents may not match with the reply of the whole
public of Delhii & NCR.
There was a time constraint while conducting the report.
It might be possible that the answers given by the respondents are full of biasness.
Some of the respondents were not willing to reply the questions.
As the questionnaire is in English language, some respondents found it difficult to

understand it, even many refused.
86
CONCLUSION
As it has been discussed, Today Xerography Industry has a very high growth in market. Post
liberalization, the industry; institution has been growing at a rapid pace in terms of its assets
under management.
The study aimed at finding out the market shares of Xerox photocopier machine. It was found
that mostly organization prefer the Xerox photocopier machine, because the services,
facilities of MFD, power saving, print quality is better than other photocopier company
machines. On the behalf of this study the market of photocopier machine in India is bright.
The project analysis of the Delhi & NCR market is shown very clear picture that today Xerox
is the market leader of the Delhi & NCR market for better market creditability in comparison
to other photocopier company.
So if Xerox want to shown their strong presence in Delhi & NCR market. They should have
better creditability system, better services, best financial transaction, high margin growth.
These are some factor which help to Xerox in making leader of the Delhi & NCR market
87
BIBLOGRAPHY
Journals:
Vasilika, K. and Besa, S. (2013). Entrepreneurial Characteristics amongst
University Students in Albania. European Scientific Journal June 2013
edition vol.9, No.16, pp206-225.
Reynolds P D (1991). Sociology and Entrepreneurship: Concepts and
Contributions. Entrepreneurship Theory and Practice, Winter, pp. 47-70.
Books:
Name of the author (Last name first), Title of the book, Edition, Year of
publication, No. of Vol. (If any) Name and Place of Publisher. For eg.:
Kothari, C.R. (1997). Research methodology, 3rd edition, 1997, Vikas
Publishing House Pvt. Ltd, New Delhi
Webliography:
Alphabetically arranged.
Name of the Author, Title /Topic, Date and time of referring the Website,
Name of Website. For eg.:
Srivastava M. and Sinha A.K. (2007). Individual Characteristic for Managerial
Effectiveness in a Competitive Environment: An Exploration. Retrieved October
25, 2013 from www. dspace.iimk.ac.in/bitstream/2259/448/1/119-131+.pdf
88
Annexure
Format of Questionnaire
Name:
Age:
Gender:
(a) Male
(b) Female
Organization:
(a) Public sector
(b) Private sector
(c) Institutions
(d) Other sector
Contact No:
Location:
Q1: Which brand of photocopier machine you use?

(a) Xerox
(b) Canon
(c) Richo
(d) Sharp
Q2: Does brand name influence your purchasing behaviour while installing
Photocopier machine?
(a) Yes
(b) No
Q3:How printing cost influence your installation decision?

Low
High
89
Q4: Does power consumption of machine is a considerable factor while choosing a machine?
Negligible
Significant
Q5: The speed of machine (paper per minute) is considerable factor while choosing a
machine.
SD
SA
Q6: Does other factor (MFD) are significant in purchasing decision.

SD
SA
Q7: Does print quality is considerable factor?

SD
SA
Q8: Does price factor affect the buying behaviours?

SD
SA
Q9: Your comment about Xerox machine.
...
...
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SUMMER TRAINING REPORT ON

TITLE OF PROJECT REPORT

Submitted in partial fulfillment of the requirements

Guru Gobind Singh Indraprastha

Under the Guidance of

CHAPTER 2: LITERATURE REVIEW

2.2 PRODUCT Of XEROX43-54

2.3 ENVIRONMENTAL RECORD & TRADEMARK.55-60

CHAPTER 3:RESEARCH METHODOLOGY

CHAPTER 4:ANALYSIS & INTERPRETATION

5.2 Suggestions & Recommendation.76

5.4 Corporate Learnings82

office automation industry with reference to A3,MFD and explore

Name : ANKUSH KAKKAR

in Business Administration from Tecnia

Institute of Advanced Studies, New Delhi. under my guidance and direction. To

Prior to the widespread adoption of xerographic copiers, photo-direct copies

The objectives of this survey are:

To study the market of Xerox photocopier machine in Delhi &NCR

To study the growths of Xerox photocopier machine.

To observe the extent of the market.

To find out which type of product and schemes is preferred by the

To study the different facilities of photocopier machine(MFD) given by Xerox

To study the market strategy of Xerox.

To study the organization structure of Xerox India ltd.

To study the different product ranges of Xerox.

To study the, what is the opportunity for Xerox in Indian market.

Xerox Corporation (NYSE: XRX; name pronounced /zirks/) is a global document

The Corporate Milestones

Channels Premier Club for Extended Sales Promotion Agents

The Document Company Xerox Modicorp in India demonstrates its

Wide array of high-end production & printing systems; engineering plan

Document solutions for telecom, banking & finance, graphic arts,

Industry No. 1 in overall Customer Satisfaction and service. Nationwide

Benchmark Manufacturing & Supply Chain operations.

It also endeavored to be among the first 10 companies in India to obtain

Vision and Mission

Helping people find better ways to do great work

142 on the Fortune 500 List

Xerox Global Services

The Group: $25 Billion in Sales

Xerox Corporation: $16 Billion

FUJI XEROX Ltd: $9 Billion

Middle East and Africa

Xerox India Limited ((XIL)

New Office Group

Contribution of Office Groups:

SaudiXerox) as well as lead management bodies in India.

Export Achievement Awards 1996-97 & 1997-98.

India Market The Facts

Market Available for you..

1. Mono Laser Printers 6 Lakh Printers

2. Color Laser MFDs 40 Thousand Printers

3. Mono MFDs A3 45 Thousand Units

4. Mono MFDs A4 1 Laks 20 Thousand Units

5. 500 Cr. consumables Opportunity

6. 2000 Cr. Paper Opportunity

7. Rs.4500 CR. Software Industry

The Document Company Xerox streamlined structure

Xerox. GMO stands for General Marketing Organization which entails

The categorization of the cities is based on A, B and C classification.

Negotiation is your opportunity to demonstrate your commitment (and your company's) to

Customer: This machine is perfect to our requirement.

Print, copy, scan, fax, email