A

PROJECT REPORT ON MARKET RESEARCH FOR INFORMATION COMMUNICATION TECHNOLOGY PRODUCT PORTFOLIO AT HCL INFINET LIMITED VIMAN NAGAR, PUNE

SUBMITTED TO SINHGAD TECHNICAL EDUCATION SOCIETYS SINHGAD INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION, PUNE - 411041 BY PINAKI BANERJEE POST GRADUATE DIPLOMA IN MANAGEMENT 2008-10

DECLARATION

I, the undersigned, hereby declare that the Project Report entitled Market Research For Information Communication Technology (ICT) Product Portfolio written and submitted by me to the Sinhgad Institute Of Management And Computer Application, Pune in partial fulfilment of the requirements for the award of degree of Post Graduate Diploma In Management under the guidance of Mr. Ravi Phadke is my original work and the conclusions drawn therein are based on the material collected by myself.

Place : Pune Date:

Pinaki Banerjee Research Student

ACKNOWLEDGEMENT

It is a humble brief that any project work cannot be carried out with success by a single person. Many other personalities helped me to approach this project and it is my first duty to express my hearty gratitudes to them. I am very thankful to Mis. Bhagyashree( AM ),Mr. Vikrant Bhagat Sir(Key Accounts Manager) and Mr. Shanil Daga (Key Accounts Executive) for every possible help given during my summer training. It would have been difficult to carry out my summer training without their guidance and support. I would like to express my special thanks to them for valuable guidance and entire attention towards me right from the beginning of this assigned work. I am very grateful to Mr. Ravi Phadke for his extreme guidance for the project and giving me an opportunity to complete my project work. I would like to express my indebtedness to all for guiding me for the project development.

With Regards:
Pinaki Banerjee

INDEX
CHAPTER NO. 1 2 3 4 5 CONTENTS PAGE NO. 9-11 12-20 21 22-31 32 33 33 34 35 36 36 37 37 40-46 47 49 50

Executive Summary Introduction to the Topic Objective of the Study Companys Profile Research Methodology 5.1 Research Methodology 5.2 Research Approach 5.3 Research Design 5.4 Sampling Units 5.7 Sampling Size 5.8 Research Tool 5.9 Research Duration 5.8 Data Collection Analysis & Interpretations Project Findings & Recommendations Recommendations Conclusion

6 7 8 9

CHAPTER NO. 10

CONTENTS

PAGE NO.

Annexures 11.1 Questionnaires Bibiliography

52 53

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FIGURE NO. 1 2 3 4

PAGE NO. 15 23 27 30

TABLE NO. 1

PAGE NO. 43

CHART NO. 1 2 3 4 5 6 7 8 9 10 11

PAGE NO. 15 24 28 29 30 41 42 43 44 45 46

EXECUTIVE SUMMARY
The project titled Market Research For Information Communication Technology (ICT) Product Portfolio being carried out for HCL INFINET LIMITED , PUNE HCL Infinet Limited is the part of HCL group of companies. Its an Indias leading system integration organization . The total revenue generated by HCL group is $5 Bn and the net income for a HCL group is approx. $425 Mn. The use of ICT increases rapidly all over the world with continuous improvement in technologies , which is good for HCL INFINET. Now a days ICT has assured to be a great importance . Companies are more inclined towards the use of ICT in every sector because of time saving and security purpose. As far as Research Methodology is concerned a sample of 100 companies has been taken . It is assured that data collected are fresh i.e the data is unbiased. The main objective of this project is to make the company(HCL) aware about various ICT requirement of different other companies to be fulfilled. My responsibilities as a Management Trainee is to make HCL aware about different ICT requirement or uses of

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companies & providing them a contact so that the queries can be handled more efficiently. In this project the great emphasis is given to the areas like Chakan , Hinjewadi , Baner , Aundh where I am able to find large number of companies which suits there requirements. I hope HCL Infinet Limited ,pune will recognize this as well as take more references from this project report .

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introduction
Market Research call for an understanding of the total ICT uses of the companies , the elements of which includes TYPE OF BROADBAND CONNECIONS , NETWORK MONITORING SYSTEM , MPLS ,VPN , SERVER COLOCATION and BRANCHES OF COMPANY. As a management trainee we are responsible to give all the related information about the various types of ICT uses of the company. ICT uses involves all the information which the particular company recently using or is planning for future. 1) SERVICES OR BASIC THEORETICAL CONCEPTS Before going forward its better to understand some of the services given by HCL Infinet :

1.1) WIRELESS BROADBAND CONNECTION SERVICES.

1.2) MANAGED NETWORK SERVICES.

1.3) WHAT IS MPLS? 1.4) 1.5)

DATA CENTRE COLOCATION SERVICES.

VIRTUAL PRIVATE NETWORK SERVICES

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1.1)

WIRELESS BROADBAND SERVICES

HCL Infinet provides wireless last mile access for its Internet & VPN services. The last mile is used for extending the connectivity from HCL Infinet's Point of Presence from its POPs across India. The provisioning of this last mile is done through HCL INFINET's Wireless Broadband (WBB) base stations located at each POP, which connect to the CPE installed at the customer premises. The CPE is a radio modem given to the customer on a "right to use' model under wireless broadband services. At customer end following components complete the Wireless link - Directional antennae, Mast, Cable, Transceiver, indoor Radio modem (CPE). At our POP end the similar setup is there along with indoor pointto-multipoint BTS with sectoral antennae. Since HCL INFINET uses a licensed band spectrum to provide wireless broadband services, the equipments in that specific band need to be owned by the spectrum license holder (HCL INFINET), therefore the delivery of wireless broadband is a 'service'. The equipment is installed at the customer's location on charging one time rental from the customer. However, the equipments continues to be the property of HCL Infinet, which shall be returned when the link is surrendered.

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1.2)

MANAGED NETWORK SERVICES

IT today is closely aligned with Business objectives. IT is a crucial aspect of most organizational operations. One of the biggest concerns is business continuity; companies rely on its information systems to run its operations. If a system becomes unavailable, company operations may be impaired or stopped completely. It is necessary to have a control over the IT infrastructure and Managed Network Services provides a proactive control in order to minimize any chance of disruption. Network Management Service (NMS) are highly sophisticated tools used by service providers to provide a secure architecture for proactive remote network monitoring and management of various network elements like Links, routers, switches, servers, laptops, PCs, storage, and also high end applications like Exchange, SQL, Oracle etc. A 24x7x365 environment of constant monitoring enables the customers to have a proactive approach to avoid any business critical outage. NMS is capable of giving reports of various trends and incidents in the network by the analysis of which the IT Manager to optimize the network and reduce the huge cost of IT infrastructure and IT manpower. The root cause of any critical incidents in the network causing any business loss can be identified within minimum possible time and prompt action can be taken to put back things into track. NMS helps to maximize the network availability, decrease the likelihood of serious outages, and also provide the information to help optimize network performance. More than just a monitoring tool, Network Management Service (NMS) supplies ongoing, expert reports to the IT manger for analysis of network quality and availability providing vital statistical reports, and proactive network assistance. As an NMS customer, you will decrease the chance of network downtime, reduce recovery time, and optimize network performance.

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FIG NO. 1 Future Of NMS : The Network & IT infrastructure in an organization have come to the fore and have finally been recognized an important part of the overall Business functions. No wonder that the IT budget and plans of enterprises are being aligned to its Core Business Strategy. Almost all the processes in the organization are automated today with more and more number of computers being put on the network. New bandwidth hungry applications like CRM, ERP, Intranet, voice etc are chewing up the bandwidth creating congestion on the network and resulting in service degradation. In this scenario, the only guarantee one can have is that if the network infrastructure is not managed proactively, it will lead to business loss. Since the IT infrastructure has become the backbone of today's business, an outage can cause havoc leading to customer dissatisfaction and revenue loss.
The Major drivers in market present today, making NMS a requirement are

CHART NO. 1
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1.3)

WHAT IS MPLS ?

MPLS is a packet-forwarding technology, which uses labels to make data forwarding decisions. Label inspection drives subsequent packet forwarding. Devices that function as ingress (packet in) and/or egress (packet out) routers are often called PE (Provider Edge) routers. Devices that function only as transit routers are similarly called P (Provider) routers. MPLS addresses both problems. In essence, it provides for ATMlike traffic engineering across an all-IP backbone, eliminating the cell tax and reducing the number of networks that must be managed - both net gains for service providers. Additionally, MPLS by design does not interfere with user address space. This means that, unlike in a "pure" routed IP network, users can maintain their addresses, even using private (net10) addresses. Again, this feature was and is available over a frame relay or ATM network; the difference in this case is that it's available across an IP one. All that said, MPLS isn't a complete panacea. Ensuring the scalability and security of MPLS networks is something of a black art, requiring sophisticated network design. But overall, MPLS gives service providers increased control over their networks - and that can only translate to better service quality for users.

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1.4)

DATA CENTRE COLOCATION SERVICES

IT is today closely aligned with Business objectives. IT is a crucial aspect of most organizational operations. One of the biggest concerns is business continuity; companies rely on its information systems to run its operations. If a system becomes unavailable, company operations may be impaired or stopped completely. It is necessary to provide a reliable infrastructure for IT operations, in order to minimize any chance of disruption. HCL's Managed Co-location services allow you to enjoy the many facilities available at our Tier 3++ data centre at almost a fractional cost of owning one. We will co-locate your server and enable it to seamlessly connect your business to the World Wide Web or your private network. Information security is always a concern, and for this reason data has to be placed in a secure environment which minimizes the chances of a security breach. The HCL Tier 3++ data centre therefore keeps high standards for assuring the integrity and functionality of its hosted computer environment. We Especially specialize in

offering

An End-to-End Network and Co-location solution. Disaster Recovery solutions Co-location services with huge Internet bandwidth requirement ECommerce portals to especially cater B2C market We have demonstrated expertise in providing the most reliable Disaster Recovery Solutions and Data Centre Solutions. We have deployed few of the most robust VPN and Colocation infrastructure for some of the largest blue-chip corporate house in the country. Strategically located in select key commercial centers around India, HCL Infinet Tier 3++ Data centres are built in thousands of square

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feet and are designed to meet the demanding uptime needs of today's common and critical applications. HCL Infinet provides the ideal solution for national and multinational corporations having one or a combination of the following needs:

Outsourcing the complete IT infrastructure. Outsourcing the server infrastructure only. Connectivity between the organization's WAN and the Data Center site at HCL Infinet premises. Monitoring and maintenance of the IT infrastructure like servers, routers etc. Creating a Disaster Recovery site at HCL Infinet Data centre premises. With 24/7/365 customer support, security and power protection, our Co-location centres provide a safe and secure environment for your equipment.

Service Portfolio... Our vast portfolio of Managed Data Center Services comprised of: Managed Co-location Services Co-locate your servers and other critical equipments hosting mission critical applications in a safe and secure environment to yield maximum uptime. With great pool of bandwidth available customers connect as much users as possible to any of the centrally located and easily accessible Data Centers. HCL Infinet with its state of art facility ensures solution reliability and scalability for future growth. The facilities of the data center are ranked to Tier 3++ based on standards of TIA and Uptime Institute. The Data Centre has facilities to match the global standards such as :

Planned Physical Layout with caged Hosting area and Separate Console room, UPS room and Mux room.

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Strategic Placement of rack to separate Hot Aisle and Cold Aisle Structured Cabling in racks High Volume Precision ACs in redundant mode Redundant Power Architecture with multiple routes to co-located chips High standard Security Features as High Standard Security Features as : Biometric scan access Access Cards Fire Supression and Alarm System Early Smoke Detection System Water Leak Detection Pest Repellent

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1.5)

VIRTUAL PRIVATE NETWORK SERVICES

Enterprise networking has become a lifeline for Enterprises in the new economy. In today's business environment, enterprises are constantly evolving and so are enterprise applications that have led to a surge of wide array of application traffic in enterprise networks In this prevailing situation, organizations face some prominent network challenges:

Extending beyond the Intranet to include partners, suppliers and customers Rolling out converged applications Facing budgetary constraints Catering to every business division/ department's network requirements Managing the ever expanding network and more than anything else.aligning IT with Business objectives. Organizations today realize that using a traditional network approach to respond to these newer challenges requires considerable time, expertise and resource management, which entail substantial investments. Therefore, organizational strategies need to be realigned to face these new challenges. At HCL Infinet, we offer the customers a valued proposition for varied managed connectivity needs. We have a pan-India presence of 63 Managed POPs reaching 224 in a few months. This is coupled with the trust of around 350 corporate customers bestowed on us. HCL Infinet VPNs offer the manageability, expandability, scalability, and flexibility required by today's networked business enterprises.

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2)

objective OF THE STUDY

It is fundament for any organization to have some of the well managed ICT infrastructure to balance the costs , for security purpose and also to serve end users quickly .

The project was conducted for the following objectives : To study the value of uses of ICT in various companies. To know the purpose of different companies for using ICT . To know the various devices used by an organization to get connected with each other. To check the awareness of the company for the new devices available in the market. To get the knowledge about how they monitor their network. To provide valuable suggestions to the company. To know he users of MPLS, VPN, NMS and INTERNET Of different IT companies in Hinjewadi, Chakan, Baner and Aundh.

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Profile of an HCL :

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HCL divided into two divisions :

group

of

companies

mainly

1. HCL TECHNOLOGIES 2. HCL INFOSYSTEMS

FIG NO. 2 HCL technologies focuses on global market whereas HCL infosystems focuses on indian market as you seen in the figure above.

To get a brief knowledge about HCL organization lets take a look on the given chart.

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CHART NO. 2 The above given chart shows global presence of the HCL group with a sound financial stability. Some of facts about HCL group are : Largest Manufacturer of PCs in India Indias Largest Direct Sales Organization Indias Largest ICT Services Organization India's Leading System Integration Organization HCL Career Development Centers Training for the real world India's Largest Distribution & Retail Network

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KEY BUSINESS ASSOCIATES OF HCL :

This are the various key business associates in different sectors of HCL organizations which includes : Computing Software Security Networking Office automation Telecom Broadcasting

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Unmatched direct support infrastructure :

The Point of Presence of HCL group is spread all over India which helps them to provide their different types of services overall inside the country. There are huge no. of engineers working for them to solve their problems and also the problems of their customers. Some other features as: Established Automated Call management Systems & ERP enabled Logistic Support Systems Largest pool of trained manpower handling 2.5 mn support incidents per annum Support base of over 3 Million assets in 75000+ sites Established Escalation & Management Process ISO9001-2000 for ICT Services & System Integration This is all about HCL Group of organization and now something about HCL INFINET under which I have done my summer internship.

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HCL INFINET
HCL Infinet Ltd. is the network services arm of the HCL Group All India NLD, ISP and ITSP Operator License Widespread presence in 300+ PoPs across the country Expanding to 800+ PoPs Backbone powered by Cisco MPLS Technology 9 Tier-III Data Centers Flexible choice of Wireless/Wired Last Mile Unique end to end service delivery model Ideal network outsourcing partner for Enterprises SPECTRUM OF SERVICES :

FIG NO. 3 These are the major services provided by HCL infinet and other value added services as well.

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UNMATCHED INFINET :

SERVICE

INFRASTRUCTURE

OF

HCL

HOW HCL INFINET IS AGNOSTIC?

CHART NO. 3

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HCL INFINET DOMESTIC BACKBONE NETWORK :

PROVIDING QUALITY SERVICES :

CHART NO. 4

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NETWORK EXPENSION :

CHART NO. 5 VALUE ADDED COLOCATION OFFERING :

FIG NO. 4

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OUR OEM PARTNERS :

There is one more OEM partner for both Local and Long distance access is BHARAT SANCHAR NIGAM LIMITED.

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Research Methodology:Research can be defined as systemized effort to gain new knowledge. A research is carried out by different methodologies which have their own pros and cons. Research methodology is a way to solve research in studying and solving research problem along with logic behind them are defined through research methodology. Thus while talking about research methodology we are not only talking of research methods but also considered the logic behind the methods. Research has its special significance in solving various operational and planning problem of business and industry. Research methodology is the way to systematically solve the research problem. Research Approach Qualitative as well as Quantitative approach has been used for this research . But the stress was basically on the quantitative approach.

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Quantitative Apporach Quantitative data involves the generation of data in a quantitative form which can be subjected to rigorous analysis in a formal and rigid fashion . Qualitative approach : It is concerned with subjective assessment of opinions and behavior.

Research Design: This call for developing the most efficient plan for gathering the necessary information design a research plan , decision on the data source , research approaches , research instrument , sampling plan & contact methods . According to the research design researcher have performed the following step in the project 1. Deciding objective and sub- objective of the research . 2. To determine the most suitable method of research . In this project Descriptive research is used and under which Cross sectional studies is being done .

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Sampling Sampling is one of the most fundamental concepts underlying any research work . Most research studies attempt to make generalization or draw inferences regarding the population , based on their study of a part of the population that is the sample . The sample data enables the researcher to correctly estimate the population parameters. While doing sampling I Considered Chakan , Hinjewadi , Baner and Aundh . Sampling Unit Sample Unit used for research purpose are : 1. IT firms 2. Manufacturing firms. 3. Others firms. Sample Size For Research purpose sample size is 100 There are two method of sampling. 1. Probability Method 2. Non Probability Method

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In this research the non probability sampling technique is used and in Non- probability sampling is used . Sampling size:Large sample gives reliable result than small sample. However, it is not feasible to target entire population or even a substantial portion to achieve a reliable result. So, in this aspect selecting the sample to study is known as sample size. Hence, for my project my sample size was 100.The Sample Size of 100 is not enough to draw a conclusion but as per the time assigned it was difficult to take a sample size more than 100.The Sample Size consist of various companies in around pune. Research Tool : A structured questionnaire was used as an instrument in gathering the required information from current office automation user . It is a systematic compilation of questions. The questions were defined and mostly were closed ended question because of which concern person will not have to stress on their mind. The reason why the questionnaire was preferred. Stratified as well as Convenience

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Research Duration: The duration of research was 2 months. EXECUTION OF PROJECT It is very essential in the research process to know the accuracy of the findings which depends on how systematically the study has been carried out so that it can make sense. We have executed the project after prior discussion with our guide and structured in the following steps : a) Preparation of a questionnaire b) The focal point of the designing the questionnaire was to comprehend the current investment scenario c) This questionnaire was primarily aimed according to the companies point of view. d) The questionnaires were discussed through personal interface with the respondents COLLECTION OF DATA: This research is solely based on primary research done by means of questionnaires targeted to respondents . The sample size is 100. a. Sampling Methods: A sample is the representative of the populations which will predict the behaviors of the whole universe b. The sampling size put under 2 categories: Probability Sampling and Non Probability Sampling.

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SOURCES OF DATA COLLECTION:

After determining the Methodology and limitation of the study the next step is to analyze the Data being collected for the study. Data is being collected from various sources like: Questionnaire Personal visit Telephonic Information etc.

QUESTIONAIRE:Questionnaire is a written form being given to the prospective investor to give feedback about the services provided to them and also to find the satisfaction level of the investor for a particular investment product .Questionnaire is an easy and simple way of collecting a data . After filling up of form the next step is to evaluate the form in different dimensions and draw a conclusion. It is difficult to get a Questionnaire filled by corporate because of time they dont have time to fill the Questionnaire so at the time of

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meeting them personally or after that the Questionnaire is filled by us. The Sample size taken for this study is 100 which is not enough to draw a conclusion but due to time limitation only this much size has been taken into consideration.

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DATA INTERPRETATION:
From the data collected through the questionnaire, analysis of perception & preference of companies are as follows: 1. Types of companies in the sample :

COMPANIES

21% 33% IT MANUFACTURING OTHERS

46%

CHART NO. 6 From the above pie chart we can understand that manufacturing companies are more as compare to other two. Thus , the conclusions which we get is according to these companies.

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2. No. of users do they have in their companies?

100 90 EMPLOYEE PERCENTAGE 80 70 60 50 40 30 20 10 0 NON USERS USERS IT 40 60 MANUFACT URING 70 30 OTHERS 90 10

CHART NO. 7

The above chart shows that the uses of INFORMATION COMMUNICATION TECHNOLOGY mainly takes place in IT companies as compare to manufacturing and others. Thus , the major target of ICT provider companies like HCL INFINET is IT companies.

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3. Branches of different companies in each IT , Manufacturing and Others .

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% IT MANUFACTURING HAVING BRANCH NO BRANCH OTHERS 84 86 68 16 14 32

CHART NO. 8 It helps us to understand

OUT OF IT COMPANIES MANUFACTURING OTHERS 33 46 21

HAVING PERCENTAGE BRANCHES 28 84% 40 86% 15 68%

TABLE NO. 1

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4. Number of companies uses MPLS/VPN system .

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% IT

13

89 87

98

11 MANUFACTURING USERS NONUSER

2 OTHERS

CHART NO. 9

The above chart explains us that MPLS/VPN used mainly by IT companies whereas in both manufacturing and others the use of MPLS/VPN is used only by a very large organization. This MPLS/VPN helps the companies to transfer data quickly and with a high security as it has a private network line.

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5. Number of companies uses NETWORK MONITORING SERVICES.

100 90 80 70 60 50 40 30 20 10 0 IT

11 34 69 89 66 31

MANUFACTURING USERS NON USERS

OTHERS

CHART NO. 10

NMS is commonly used services used by every type of companies but as we all know the use of ICT basically takes place in IT companies as proved by above research . The above graph percentage shows the uses of NMS in various sector by various companies .

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6. Comparision between companies using both MPLS/VPN and NMS.

100 90 80 70 60 50 40 30 20 10 0 IT

12

37

62 83 2

51 36 17 0 MANUFACTURING MPLS USER NMS USER OTHERS NON USER

Chart No.11 The graph depicts that the users of MPLS NMS of ICT companies, MANUFACTURING companies and OTHERS.

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PROJECT FINDINGS

1. There are number of companies in the market who wants to have a strong ICT infrastructure, which means an organized security systems with updated software installation.

2. As we moved forward with our research we found that the maximum companies of ICT have a strong security systems keeping themselves update with other companies to maintain equal competition.

3. The most of the companies use network monitoring systems to keep the systems update and to check the systems are working properly.

4. Every company has a knowledge about HCL company but there are some products which companies are still unaware of. 5. Proper Advertisement of HCL products can make the companies aware of it.

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RECOMMENDATIONS HCL is one of the old companies of computers in India but it need more attention in increasing its Horizon.

There should be more transparency between all departments so that we can provide our service on time and fulfill the customer satisfaction.

To increase Productivity, Company need to replace old machine.

Use advance technology.

Net based advertisements: There will be more sites involved in adds and promotion of HCL brand.

Company should organize refreshment day for staff members and workers to rejuvenate them such as sport competition, get together party etc.

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CONCLUSION

1. In the globalised market where multinational company are operating there business in different domain and the external environment of economy and country is changing very rapidly the market research which was unorganized earlier is gaining importance day by day. This provides an ample opportunity to HINDUSTAN COMPUTER LTD to diversify and position itself as leading computer company in India. 2. HCL India is providing option to their customer to choose since it manufactured varieties of computers. 3. Market Research play an important role in the company to help, support and grow together. Order receiving, discussion with every department to check the availability, planning, production, Quick delivery are the important tools of market research .
4.

But at the same time HCL has to keep itself going with other industry with innovative style of working with modern tools . As every business is based on document, HCL also keep concern about documentation. Such as for export procedure lot of document is required eg: Letter of credit, packing list, origin of certificate, commercial invoice etc.

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QUESTIONAIRE TO KNOW IT INFRASTRUCTRE OF DIFFERENT COMPANIES

1) How many computers do you have in your premises? 2) Out of them how many are connected with internet? 3) What type of internet do you use leased line, broadband or other? 4) Who is your internet service provider for different type of connectivity? 5) How many branches do you have globally? 6) How will you able to connect with your other branches regarding transfer of data and monitoring? 7) Do you have MPLS/VPN? 8) If yes, then who is your service provider? 9) What type of security do you prefer while transferring the data? 10) Where is your Server located? 11) What kind of Network Management Services do you use to check whether your all devices working properly or to see what going on your other branches?

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BIBLIOGRAPHY
WWW.HCL.CO.IN WWW.HCLINFINIT.CO.IN WWW.SCRIBD.COM WWW.WIKIPEDIA.COM

MAGAZINE
BUISNESS OUTLOOK

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