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In partial fulfillment of requirement for the award of the Degree of MBA (Marketing)
(Marketing)
Declaration
India.
I, Dileep Kumar Mishra hereby declare that all this work purely done
and for that purpose I had joined a company what else can be as good
as HCL
Of gratitude to them.
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
project.
(Dileep Kumar
Mishra)
PREFACE
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.
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.
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.
Research Methodology
Research Problem
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
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.
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.
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’
-
• HCL launches India’s first multilingual POS printer HCL star TSP 700, designed
-
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.
-
IN 2010
• HCL Infosystems launches First ‘Made in India’ PVC free notebook India.
HCL among the Top 3 IT companies for the last 3 years, DQ & IDC,Best Employer Survey, 'Best employer
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 Recognition
India's Most Preferred Personal Computer Brand by CNBC AWAAZ Consumer Award 2007
HCL among the Top 3 IT companies for the last 3 years, DQ & IDC,Best Employer Survey, 'Best employer
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
Sample Size-50
Comp
HP aq Acer Dell HCl Sony Apple Lenovo
12 5 4 8 10 3 3 5
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.
24 17 9
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.
7) If you go for repurchase of Laptop /Desktop which Brand will you prefer?
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?
Hard Hard
Ram Conf. Processor Disk Monitor 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 .
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?
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?
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
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
Vineet Nayar(President )
HCL Technologies
HCL Infosystems
Ajai Chowdhry Co-Founder HCL,
Chairman and CEO HCL
Infosystems
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.
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:
Global Presence:
• 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.”
i)Best-value-for-money offerings.
WEAKNESSES:
d) Increasing competition.
e) Tie ups with various MNCs enable to extract their core competencies.
THREATS:
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:
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.
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.
Bibliography
BOOK
♦ Business World
♦ Business Today
♦ 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
d) LOOK______ e) PORTABILITY_______
c) OPEN TENDER_______
______________
e) PERFORMANCE_______
8) What are the Changes would you like to get to improve your
Desktop/Laptop?
____________________
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?
g) PERFORMANCE_____h)DURABILITY_______ i)
PORTABILITY______