SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN INTERNATIONAL BUSINESS MANAGEMENT INFORMATION SYSTEM SUBMITTED BY: JAYESH KUMAR MBA (2008-2010) Roll No. : A30101908095 INDUSTRY GUIDE FACULTY GUIDE Ms. Miti Sinha Mrs Ritu Sharma HCL AGBS, NOIDA
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SUMMER TRAINING REPORT SUBMITTED TOWARDS THE PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN
HCL Infosystems, India's premier information enabling and integration company, has received the ISO 9001:2000 certification specifies requirements for a quality management system where an organization needs to demonstrate its ability to consistently provide product and services that meets customer and applicable regulatory requirements. ISO 9001:2000 also aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable regulatory requirement.
The menu of HCL Infosystem global services broadly covers IT consulting and professional services in the area of vertical applications, technology integration, ERP implementation and software development. This also includes a complete portfolio of systems and network services for development. This also includes a complete portfolio of systems and network services for Facilities Management, Helpdesks, Systems Supports and network and Internet Implementation.
HCL Insys’global customers include Samsung, Government of Singapore, and AMAL insurance Jurong Port in Singapore and Malaysian’s BSN commercial bank, SIA, DBS bank, Maybank life assurance charted semiconductors.
HCL Insys’ chosen platform of total technology integration lends itself to some very significant alliances with the global leaders. Among its partner are HP for high end AISCE/UNIX services and workstation and HP Open view network management solution; Intel for PC and PC server building blocks; Microsoft,novell and SCO AG solutions; Red hat ;Linux; Samsung; Pivota for CRM solution and ORACLE Sybase and Informix for RDBMS platform.
Today the company has aligned its operations into five entities that offer seamless linkages for the customers seeking entry into the wired world through total the. ‘Integration solution ands services’.
HCL Infosystems focuses on the ever-growing segment in Imaging, Telecom and Communication products solutions and services. Now it has an exclusive sale and support partnership with Toshiba Corporation, Japan, for sales and servicing of its imaging and photocopier products. HCL Infosystems product portfolio covers a range of other office automation and communication products through alliances with world leaders.
The Managed Network Service offerings for corporate 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 valueadded networking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon calling cards and VoIP telephony devices.HCL over its three decades of leadership in the Indian ICT Market has set new benchmarks and has created newer markets.
Market research for EAPBX and Feedback for it Find out the requirement of EAPBX
RESEARCH DESIGN
PRIMARY DATA is collected through questionnaire, search
and research through place where today's EAPBX systems has
been mostly used.
SECONDARY DATA is being search sites like company
magazines, newspapers, journals, websites and the data has
been collected through other approaches.
DATA COLLECTION
The researcher collected information through the offices of
government organization, official websites, magazines and
journals.
DEVELOPED THE RESEARCH FRAME
This included deciding upon various aspects for the project on which the entire research is based. The research frame included.
NATURE OF STUDY
The project on which the researcher worked is descriptive and
inferential in nature.
DATA SOURCE:
The researcher took the help of both primary as well as secondary
sources. Secondary sources being interaction with various
government organization people of the selected and has been
chosen for the research by the researcher.
Secondary sources being the internet as the medium and the
official sites of the government sectors and corporate selling and
feedback of HCL.
INSTRUMENT USED
The researcher for the research used a Questionnaire cum
Schedule for market research. The Questionnaire was prepared by
the researcher and Schedule was provided by the company in
which the researcher did its research report.
SAMPLE SIZE
The sample size for the research is fixed. It counts to 50 from
different government organization and private originations.
LITERATURE REVIEW
Doing training was really an opportunity before me when I could
convert my theoretical knowledge into practical and of real world
type. Fortunately, the company I got is a true follower of the various
principles of management and also one of the leading companies in
its segment of the industry. The working environment that I was
being provided was extraordinary and helped me a lot in delivering
my work properly and with full potency of mine. HCL Infosystems
Ltd is one of the renowned names in the Telecom, Software and
Hardware sector of computer industry.
The graph of sales of these respective product lines is the best in the industry as compared to their competitors. I did my summer training project at HCL Infosystem Ltd., Noida, where I found all the professionals are very much committed to their work as well as they were all professionals enough. This helped me a lot in getting a good deal of exposure. As I had to consult the Channel partners, I felt myself, in the beginning, in a bit problem. But the cooperation of my superiors at the work induced confidence in me to deal with my problems whenever they came.
COMPANY PROFILE
Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCL developed the first indigenous micro-
computer at the same time as Apple and 3 years before IBM's PC. During this period, India was a black box to the world and the world was a black box to India. This micro-computer virtually gave birth to the Indian computer industry. The 80's saw HCL developing know-how in many other technologies. HCL's in-depth knowledge of Unix
led to the development of a fine grained multi-processor Unix in 1988, three years ahead of Sun and HP.
HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the software services arena. During the last eight years, HCL has strengthened its processes and applied its know-how, developed over 28 years into multiple practices - semi-conductor, operating systems, automobile, avionics, bio-medical engineering, wireless, telecom technologies, and many more.
Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest BPO operation, and manages the network for Asia's largest stock exchange network apart from designing zero visibility landing systems to land the world's most popular airplane.HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976. For over quarter of a century, we have developed and implemented solutions for multiple market segments, across a range of technologies in India. We have been in the forefront in introducing new technologies and solutions.
In the early 70’s a group of young and enthusiastic and ambitious technocrats embarked upon a venture that would make their vision of IT revolution in India a reality. Shiv nadir and five of his colleagues got together and 1975 set up a new company MICROCOMP to start with; they started to capitalize on their marketing skills. Micro comp marketed calculators and within a few month of starting operation, the company was out selling its major competitors.
On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED was incorporated as joint venture between the entrepreneurs and UPSCE, with an initial equity of Rs.1.83 Lacs.
MANAGEMENT HIERARCHY
LEADERSHIP
Shiv NadarFounder HCL, Chairman and CEOHCL Technologies
Ajai ChowdhryCo-Founder HCL, Chairman and CEO HCL Infosystems
J V RamamurthyChief Operating OfficerHCL Infosystems Ltd
Vineet NayarPresident: HCL Technologies
Ranjit President and CEO of the HCL Technologies (BPO)
History
HCL Infosystems Ltd is one of the pioneers in the
Indian IT market , with its origins in 1976. For over
quarter of a century, we have developed and
implemented solutions for multiple market segments, across a
range of technologies in India. We have been in the forefront in
introducing new technologies and solutions. The highlights of the
2007- HCL introduces eco-efficient Notebook PCs complying with
RoHS directive
- HCL unveils initiative to create industry ready ICT
professionals- launches HCL career development centers'
- HCL launches ‘datacenter in a box’ - a simplified IT
infrastructure solution in a ‘box’ targeted at small and
medium enterprises
- HCL breaks the one terabyte storage barrier in computers-
launches India’s first ‘one terabyte’ personal computer
- Kodak and HCL ink agreement to distribute digital
cameras in India
- HCL launches India’s first multilingual POS printer HCL star
- TSP 700, designed exclusively for the needs of rural
retailers
- HCL unveils enterprise class 16 core server - India’s first
server with 16 computing cores in a 7- inch (4u) form factor
- Launches a new range of eco-efficient desktop PCs,
complying with RoHS directive
- HCL launches NETMAX; suite of networking products and
solutions expands its portfolio for emerging enterprises
- HCL announces '360-degrees technology refresh
program'- new initiative aimed at capturing latest trends in
technology and delivering them to Indian enterprises
- HCL announces launch of its workstation 2008 series for
MCAD and DCC professionals
2008- HCL unveils the future of personal computing. Launches
next generation, ultra portable, Sub Rs. 14,000/- laptops
MiLeap Series for the first time in India
- HCL strengthens its BFSI System Integration Portfolio -
Acquires a niche Banking Software Product Company -
DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATIOIN
1. What type of computers do you use?
a.)Branded
b.)Assembled
Branded 37
Assembled 18
hospitals using brandedcomputers
hospitals usingassembled computers
It was observed that almost 67% of the people use branded
computers or other gadgets for their business purpose. Hence can
be concluded that more people want branded products as they are
not ready to compromise with the quality and services being
provided.
2. What brand computers do you use?
a.) HP
b.) HCL
c.) ACER
d.)Others
Brand used Total Nos.
HP 7
HCL 14
Acer 13
Others 21
Using branded computers
Using assembled computers
HP
HCL
acer
others
This observation showed that HCL is among the top used brands.
Major part under the pie-chart goes to HCL. So HCL should continue
making efforts to attract new market and sustain the existing
market.
3. What is the number of installed desktops?
a.) <15
b.) 15-50
c.) 50-75
d.) 75-200
e.) 200-500
Installed desktops Total Nos.
< 15 19
15-50 21
50-75 11
75-200 3
200-500 1
<15
15-50
50-75
75-200
200-500
Most of the surveyed and found the use of computers within the 15-
55 range. So it can be inferred that the main target market is which
lies in the middle range. Thus we targeted mainly on SME (small and
medium enterprise).
4. What is the number of used servers?
a. 1
b. 2
c. 3-5
d. 5
Servers used Total Nos.
1 10
2 11
3-5 21
>5 13
1
2
3 to 5
>5
From this observation, it was concluded that number of servers
were directly proportional to the number of desktops used.
5. What is the number of installed laptops?
a.) 1-5
b.) 5-15
c.) 15-30
d.) >30
Number of laptops Total Nos.
1-5 20
5-15 22
15-30 8
>30 5
1 to 5
5 to 15
15 to 30
>30
It was observed that maximum computers and laptop users ranging
between 5-25. This area can be focused.
6. What is the brand used for laptops?
a.) HCL
b.) Toshiba
c.) Lennovo
d.) Others
Laptops brand Total Nos.
HCL 11
Toshiba 19
Lennovo 13
Others 12
HCL
Toshiba
lennovo
others
Observation showed that Toshiba was the major brand used in
laptops. Various other brands like HP and Samsung etc. are also
used. HCL has also a good market share.
7. Do you have AMC?
a.) Yes
b.) No
Total Nos.
Hospitals place having AMC 30
Hospitals place not having AMC 25
hospitals having AMC
hospitals not havingAMC
According to above graphical data interpretation, that is the most
important places where computer has been used and it has been
observation and showed that less than 60% hospitals have their
AMCs. This area can also be considered.
9. What type of company is having the AMC?
a.)Regional office of the company
b.) Any other local player
Type of AMC company Total Nos.
Authorized regional office 24
Local players 6
regional office of thecompany
any local player
That the above graph shows that the use of AMCs in regional office
and local players prefers authorized regional offices to select for the
service rather than going for a local player.
10.Are you facing any problem with current used product
line?
a.)Yes
b.)No
c.)Not yet
Total Nos.
Facing problem 15
Not facing problem 18
Not faced problems yet 22
hospitals facing problem
hospitals not facingproblem
not yet encountered
That the above graph shows that the above observation showed
that major number of users are either not facing any problem or
they have not being encountered with any.
11. Are you planning to make any new purchase?
a.) Yes
b.) No
c.) Not yet planned
Planning about new purchase Total Nos.
Planning to purchase 9
No planning 17
Not yet planned 29
Facing problems
Not facing problems
Not yet encountered
planning to purchase
no planning
not yet planned
That the above graph show that the most of the users have not
planned about making a purchase and a very few are planning to
make a buy.
12. How do you find the HCL products?
a.) OK
b.) Good
c.) Satisfactory
d.) Outstanding
e.) Not tried yet
Reaction about HCL products Total Nos.
OK 3
Good 12
Satisfactory 19
Outstanding 7
Not tried yet 10
OK
good
satisfactory
outstanding
not tried yet
According to above graph shows that the maximum of HCL user are
satisfied with the products and services provided. Very few have not
tried yet HCL on a business scale, but most of them have an
experience about HCL.
13. Do you want to know more about HCL products?
a.)Yes
b.)No
Wanted knowledge about HCL Total Nos.
Yes 42
No 13
want info about HCL
no info wanted
That the above graph shows that the observation and the most of
the people are interested in knowing more about the brand and
have the urge to buy.
14. Do you require demo for any product?
a.)Yes
b.)No
Total Nos.
Interested in demo 24
Not interested in demo 31
hospitals interested indemo
hospitals not interestedin demo
This observation showed that almost 45% of the sample was
interested in demo.
interested in demo
interested in demo
15.Do you want to buy any product? (Commercial proposal)
a.)Yes
b.)No
c.)Not yet decided
Commercial proposal Total Nos.
Yes 8
No 19
Not yet decided 28
hospitals interested incommercial proposal
hospitals not interestedin commercial proposal
not yet planned
That the above graph shows that the above observation showed
that almost a huge chunk of hospitals surveyed either doesn’t want
or they have not planned for any commercial proposal.
Interested in commercial proposal
Not interested in commercial proposal
Not yet planned
SWOT ANALYSIS
STRENGTHS:
HCL’s strengths are many, to mention a few :
a) Global Presence: Its collaborations and joint ventures with international companies such as Perot System, and partnership with world leaders like Ericsson, Toshiba, Nokia, Oracle and Microsoft, enable it to bring the best technology available world wide to its consumers. 24 locations in 16 countries.
b) Fast paced and flexible work culture which provides its employees autonomy to accomplish the task without much pressure from the higher authorities. Thus, employees are motivated to give their best to the organization.
c) The core strength of HCL is the talent and innovativeness of its people which enables it to provide the “right solution at the right time.”
d) The mass markets handled through a chain of dealers, resellers and retailers which helps bring technology usage closer to the individual. It has very strong distribution network.
e) Its pool of competencies : Hardware, Software, Training, Networking, Telecom and System Integration.
f) Ability to understand customer's business and offer right technology.
g) Long standing relationship with customers.
h) Pan India support & service infrastructure.
i) Best-value-for-money offerings.
WEAKNESSES:
a) After sales service.b) Less promotional campaigns.
OPPORTUNITIES:
a) IT industry booming at a rate of 45% every year.b) Increasing consumer awareness about IT and its use.c) Tremendous untapped potential of IT products in India.d) Increasing competition.e) Tie ups with various MNCs enable to extract their core
competencies.
THREATS:
a) Local assemblers are biggest menace for the company.b) Entry of MNCs i.e. IBM, Compaq giving direct
competition.c) Govt. instability has a long term repercussions affecting
company’s policies & its growth.d) Technological shift as a result of research &
development. Daily new technologies are emerging.
Concluding the S.W.O.T. analysis in words that prosperity lies ahead for HCL. In order to retain its position as India’s No. 1 IT conglomerate, it has to come out with the state of art as well as futuristic technologies to its consumers well before time.
Guiding Principles
VISION AND MISSION
VISION STATEMENT
"Together we create the enterprises of tomorrow"
MISSION STATEMENT
"To provide world-class information technology solutions and
services to enable our customers to serve their customers better"
QUALITY POLICY
"We shall deliver defect-free products, services and solutions to
meet the requirements of our external and internal customers, the
first time, every time"
OUR OBJECTIVES
OUR MANAGEMENT OBJECTIVES
To fuel initiative and foster activity by allowing individuals freedom
of action and innovation in attaining defined objectives.
OUR PEOPLE OBJECTIVES
To help people in HCL Infosystems Ltd. share in the company's
successes, which they make possible; to provide job security based
on their performance; to recognize their individual achievements;
and help them gain a sense of satisfaction and accomplishment
from their work.
CORE VALUES
We shall uphold the dignity of the individual
We shall honour all commitments
We shall be committed to Quality, Innovation and Growth in
every endeavour
We shall be responsible corporate citizens
Alliances & Partnerships
To provide world-class solutions and services to all our customers,
we have formed Alliances and Partnerships with leading IT
companies worldwide.
HCL Infosystems has alliances with global technology leaders like
Intel, AMD, Microsoft, Bull, Toshiba, Nokia, Sun Microsystems,
Tuning Network Operating System and advise action plan.
SERVICE OFFERINGS
Liaison with networking hardware support provider for all
hardware related problems.
Use the NMS (Network Management Software) tool available
with the customer (if not, then to be made available) to
monitor the functioning of Network.
Use the special device/software tool for monitoring the
port/network traffic and take appropriate action or
recommend preventive actions. (Device / Software tool to be
made available by the customer.)
Co-ordinate with cabling warranty providers for repair of faulty
points / cables and other related issues.
Setup Network File System - NFS - Configuration of files and
folders for sharing across the network.
Setup Network Information Service - NIS
Setup Domain Name Service - DNS
Setup Heterogeneous Networking
Setup Dynamic Host Configuration Protocol - DHCP
Provide detail documentation for all the above-mentioned
activities.
Facilities Management
Today IT assets have become widely distributed
and less visible. Many organizations are spending a
very high portion of their technology budget on
"soft costs" like purchasing, installing, managing,
administration, troubleshooting, training, recruitment, etc for
supporting the IT Hardware and Software. So if your systems are
critical to the operation of your business, downtime can have a
disastrous impact on production, customer satisfaction and
revenues.
We are in the business of helping customers to use their equipment
better. Our Facilities Management Services are a comprehensive set
of services that helps customers to fully utilize their IT investments
by improving availability, reliability and performance. We achieve
this by offering a complete portfolio of customized services and
expertise, from planning and design to procurement, installation,
integration, migration assistance to system management, telephone
support and on-site hardware and software fixes.
Through our Total Facilities Management Solution, we offer a range
of service options, customized to the specific requirements of yours.
These include:
- 365x24x7 Support for mission critical sites
- Value added Support Services
- System Administration
- Helpdesk Services
- Network Consulting
- Network Implementation and Management
- Asset Management etc.
All this helps customer in deriving maximum value from the
investment in IT hardware and software.
Our longstanding association with Global leaders like Intel,
Microsoft, Hewlett-Packard, Cisco, Lucent, Novell, Oracle, SAP etc.
has helped us gain immense technical knowledge allowing us to
offer direct support to large installation across diverse platforms,
through its committed professionals, even in the remotest of
locations.
The MIS field
The field of management information systems (MIS) is about all this information, how it is collected, stored, retrieved, and manipulated. MIS professionals make sure that the right information gets to the right humans at the right time, so they can do their jobs. MIS professionals spend most of their time on computerized information handling.
MIS is a field of study. What does that mean? There are people working in thousands of firms doing MIS work for their particular companies. Although the details vary from firm to firm, they all face more-or-less the same problems, think about more-or-less the same concepts, and use more-or-less the same methods.
It makes sense for MIS people to share information with each other. They form professional communities, like the Society for Information Management .
There are standard skills that MIS people in lots of different companies use. Entity-relationship modeling is an example. You'll learn about it later. There are lots more skills, like systems analysis, documentation, network design, programming, etc.
Information systems
Among other things, MIS people build information systems. An information system (IS) is a collection of software, hardware, data, and other things that supports tasks. It helps people do their jobs.
Suppose you want to take university classes. You use a registration system to choose your classes. That's an IS. It helps you with the task of registration.
You buy a burger from Soylent Green Fast Food (motto: serving
customers since 1973). A highly skilled checkout person - the one who says "Do you want finger..., er, fries with that?" - takes your order using an IS. Part of this IS is in the cash register thingy. This IS shows your order to the cooking humans. The IS helps Soylent Green with the task of selling a burger.
You're buying a car. You create an Excel spreadsheet, comparing different cars on reliability, safety, performance, and cost. That's an IS. It helps you with the task of choosing a car.
So, MIS is a field of study. It's about creating IS, which help people (and evil dolls) get the information they need to do their jobs. That's two terms - MIS and IS. There's another one.
Information technology
Information technology (IT) is the techy stuff, like programs and computers and networks. It's what computer geeks like to mess with. IS are made from IT bits and pieces.
Many humans think that MIS is about IT. Silly humans. MIS professionals fit business and IT together.
Look at it this way.
There are business humans on one side. They know the tasks that need to be done, and how to do them. But they don't know how to use IT to get the right information to the right place at the right time.
There are computer geeks on the other side. They know the software, computers, networks, and such. But they don't know what all the techy stuff is supposed to be actually used for.
Connecting the two are the MIS humans. They know business, but not as well as the business humans. They know IT, but not as well as the computer geeks. It's the MIS humans who create the IS that blend business and IT.
Maybe you like to do things with computers, though don't really care about how all the insides work. And maybe you like business, but don't want to be an accountant.
Maybe you should think about being an MIS human.
That's what MIS is all about.
Here are the three terms again:
Information technology (IT): computers, software, networks, and other techie things.
Information system (IS): an IT system that helps people perform tasks.
Management information systems (MIS): the study and use of IT to help meet business goals.
Transactions and TPSThe information systems Toby and Lucretia use help them process transactions. A transaction is a routine business operation, like taking an order, shipping an order, paying employees, and so on. In a college, examples of transactions are enrolling for a course, getting a grade report, and paying tuition.
Transaction: a routine business operation.
Transaction processing: activities that complete a transaction.
An IS that does transaction processing is sometimes called a:
Transaction processing system (TPS): an IS that processes transactions.
The term "transaction processing system" is misleading if taken too literally. Transaction processing is a function that an IS does, not a category of IS.
I'll use the term TPS as a convenient shorthand for an IS that mainly processes business transactions. It's a common term in the MIS field. But don't think there are strict boundaries between IS that process transactions and IS that do other things. One IS can do lots of different things.
TPS are designed to match business processes. For example, the post office needs to know Ann's address to deliver her package. That means her address needs to go on the shipping label. That means that the address needs to be in the database (so the printing program can put it on the label). That means that that Toby needs to enter the address in the database. So someone writes a program that shows a screen like that in Figure 1.
Creating a good TPS isn't just a matter of knowing the technology, but knowing the business processes as well. In fact, the most common reason that TPS projects fail is that they don't match the business processes they were supposed to support. A key to IS success is that the people who know the technology have to work closely with the people who know the business processes.
Automation
Let's go back to processes. Here's something important:
Many business processes are partly or completely automated.
Suppose you want to register for classes at a university. In the Olden Days, it was a paper process. You might be given a time slot for registration, maybe 4-5pm on Tuesday. This would be the time you could enter the registration center. The registration process would often take longer than one hour.
You would go to some large space, like a gym, that had been temporarily converted to a registration center. You'd stand in line at the gym entrance. Eventually, you'd be given an enrollment form.
Each department (sociology, mathematics, etc.) would have its own desk. At the desk would be people from the department: professors, secretaries, grad students... anyone they could find. The university would also hire part-time people just for registration.
You'd take the enrollment form to a desk. A worker would have a sheet of paper for each class. If there was room in the class, the
worker would check that you had the prerequisite courses. That might involve a trip to a file cabinet in a bank of cabinets along one wall, to get your transcript. If you had the prerequisite courses, the worker would add your name to the list, and fill in and sign your enrollment form. Then you'd go to the next desk.
Once you'd got the classes you needed, you would stand in line at another desk, where someone would check your enrollment form. If all was OK, the form would be dropped into a basket for processing. If not, back you go to the desks.
Registration was expensive and painful for everyone in those days.
Today, registration is online. You register from home, a coffee shop, or wherever you like. Start your Web browser, and go to the registration system. Log in, and select your classes. You will not be able to select classes that are full. The registration software will check your prereqs. If all is OK, you confirm your selections, and log off. That's it.
The registration IS has dramatically changed the business process. No need for a registration center. No need for faculty to become temporary registration workers. Faster, easier, cleaner, and cheaper.
Notice what's going on. The registration process is now embedded in the registration software. The software does things like checking for prereqs. It all happens without any attention from anyone.
Also, knowledge about how to register students is now embedded in the registration software.
Later in the book, we'll talk a lot about automating processes. The point here is that businesses come to rely on IS like the registration system. They cannot do without them.
If you want to understand the business you run or work for, you need to understand the processes embedded in the IS. Not all the technology necessarily, but the processes. If you work in student registration at a university, how can you understand registration if you don't understand prereq checking? If you work in a mortgage bank, how can you understand mortgage approval if you don't know what the mortgage approval IS does?
Even when an IS automates a business process, you can't understand that part of the business if you don't understand what business decisions the IS is making.
1. My wife and business partner, Ann, says that the old registration process had a big advantage. When you were standing in line, you go to meet people, and make dates. Everything's a trade off.
Try a TPS
You can try a TPS. It's been installed on MIS-Book.Com for you to mess with. Look at the list of demonstration software, and select Badger. It's a simple personal finance application.
Badger lets you handle routine transactions. Here's a screen for a deposit:
Figure 1. Deposit screen
It's not a complex program. You use it record a transaction, then the next one, then the next one, then the next one...
Badger will show simple reports, with things like current balances.
Simple, repetitive business transactions. Not the most exciting thing in the world. But you must track this information.
Decision support
Structured process: a process where the steps needed to complete a task are known ahead of time.
That means that the people writing the programs to support the task know (in principle) what the programs have to do, before they start writing them. It also means that the dudes training Toby and Lucretia know what they should train them to do. Of course, things don't go smoothly in practice, but let's keep things easy for the moment.
Not all tasks are as straightforward.
Unstructured process: a process where the steps needed to complete the process are not known before it is begun.
Decision support toolkit: A collection of software that helps business people make decisions. It's a toolkit, rather than an integrated system.
Different people have their own toolkits, depending on what task they do, their particular skills, and their preferences.
There is another term you'll see: decision support system (DSS). I prefer the term DST, since the word "system" in DSS implies an integrated package you buy to support decision tasks. DST aren't like that. Instead, you collect the tools you need. For example, for your job, you might use Microsoft Excel, Microsoft Access, the statistical package SAS, Crystal Reports, and a Web browser.Types of MIS jobs
There are lots of different MIS jobs. Here are the main ones.
Systems analyst. Their job it is to understand, document, and design business processes. They connect business strategies and IT. Systems analysis is one of the most important MIS jobs.
Developers. These are the people who create software, or adapt existing software to meet changing business goals. They write programs, create databases, and other things. When they write programs, they focus on programs that serve business needs. They tend not to mess around with the guts of the technology.
User support. These people help users get the most from a company's IT investment. They man help desks, do training, troubleshoot problems, write user manuals, and other things.
Technical support. These people help keep computers, software, and networks running. They plan software upgrades, do some security work, and other things. There are some MIS people here, but this is where computer science graduates really shine.
Many MIS professionals work in a company's central IT department. However, these days some MIS professionals work in functional
areas as well. It's not unusual for, say, the accounting department to have its own MIS people, separate from the main IT department. They get to know the accounting function well, and can offer better
support.
The bottom line is that MIS professionals are in demand, and will continue to be. Because MIS jobs are a mix of business and IT, they
are hard to move offshore.
MARKETING AND SELLING STRATEGIES
Now days every companies playing strategies so as to attract customers and increase revenues and also customer base. Pent-up demand, attractive price points and economic stability propelled PC growth. PCs are acting as entertainment centers with TV functionality, supported by the digital sound experience and large screen displays.Mr. Paul added, "As part of our strategy to sustain the number one slot, we plan to introduce new products that have been designed bearing the customer needs in mind. We hold numerous user meets across the country every year to get customer feedback and these new launches are a result of this painstaking, yet rewarding exercise," HCL Insys, a technology integrator, offers its customers technology solutions across multiple platforms. This is as a result of its
expertise in developing state-of-the-art indigenous enterprise solutions; understanding of the networking technology; its design capabilities in product engineering; integrating diverse hardware components and its access to specialised technology for turnkey projects through partnerships with various world class players. With a definite and distinct focus on enterprise solutions and personal computers, HCL Infosystems (HCL Insys) has direct customer service centres at 143 locations, 6 software export factories and a state-of-the-art manufacturing facility.
HCL Insys has five overseas business entities in US, UK, Australia, Singapore and Malaysia. HCL Insys manufacturing process are ISO 9001 certified, while its software development processes have achieved SEI CMM Level 4. The company has recently set up an Internet subsidiary called HCL Infinet Limited that will provide value added Internet services in the B2B and B2C areas. With a mission statement to provide world-class information technology solutions and services to enable its customers to serve their customers better, HCL Insys is setting new standards of information technology in India
At present in the market many of telecom companies are running their business. They introduce their product forcibly, in this way HCL Infosystem Ltd. Differentiate itself with their successful marketing strategy. HCL Infosystem Ltd. telecom technology's position relative to these drivers:
Price: HCL Infosystem Ltd adopts a strategy to sell their product on DGS&D rate contract these are the government approved rate contract. So there is no doubt in government purchases. Features: Within the given product module, company introduce best business communication technology ie. IP PBX. it consist number of feature. Service Offering: HCL Infosystem is only a company to provide direct customer services to their customer. In this way company provide best services to their customer. Product Flexibility: HCL Telecom Technology will strive to maintain a lead in the ability of the operator to easily add schemes and re-configure the system. In addition, HCL Telecom Technology will maintain an open environment. HCL technology is easy to install & easy to use.Vendor Experience: HCL Infosystem Ltd. will follow a stepped strategy to be sure we under-commit and over-deliver to our customers. HCL Infosystem Ltd has a joint
venture with best vendor and suppliers of like Aastra, tadiran Coral etc.
THE DECISION MAKING PROCESS
Decision makers, who are used to depending on their past experiences, must make decisions and take actions in the rapidly changing world we face today. In this turbulent environment, the ability to successfully view the current situation through the traditional "good judgment" viewpoint is weakened through increasing external noise (a multitude of information sources on multiple topics) and changing.
B u y e r b e h a v i o r - D e c i s i o n - M a k i n g P r o c e s s
Research suggests that customers go through a five-stage decision-making process in any purchase.
This model is important for anyone making marketing decisions. It forces the marketer to consider the whole buying process rather than just the purchase decision (when it may be too late for a business to influence the choice!)
The model implies that customers pass through all stages in every purchase. However, in more routine purchases, customers often skip or reverse some of the stages.
A customer can obtain information from several sources:
Public sources: newspapers, radio, television, consumer organizations; specialist magazines.
Experiential sources: handling, examining, using the product
Research suggests that customer’s value and respect personal sources more than commercial sources (the influence of “word of mouth”). The challenge for the marketing team is to identify which information sources are most influential in their target markets.The final stage is the post-purchase evaluation of the decision. It is common for customers to experience concerns after making a purchase decision. This arises from a concept that is known as “cognitive dissonance”. The customer, having bought a product, may feel that an alternative would have been preferable. In these circumstances that customer will not repurchase immediately, but is likely to switch brands next time.
To manage the post-purchase stage, it is the job of the marketing team to persuade the potential customer that the product will satisfy his or her needs. Then after having made a purchase, the customer should be encouraged that he or she has made the right decision
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Customer Relationship Management (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way.
CRM is a term that is often referred to in marketing. However, there is no complete agreement upon a single definition. This is because CRM can be considered from a number of perspectives. In summary, the three perspectives are:
1. CRM from the Information Technology Perspective.From the technology perspective, companies often buy into
software that will help to achieve their business goals. For many, CRM is far more than a new software package, the renaming of traditional customer services, or an IT-based customer management system to support sales people. However, IT is vital since it underpins CRM, and has the payoffs associated with modern
technology, such as speed, ease of use, power and memory, and so on.
2. CRM from the Customer Life Cycle (CLC) Perspective.The Customer Life Cycle (CLC) has obvious similarities with
the Product Life Cycle (PLC). However, CLC focuses upon the creation of and delivery of lifetime value to the customer i.e. looks at the products of services that customers need throughout their lives. It is marketing orientated rather than product orientated. Essentially, CLC is a summary of the key stages in a customer's relationship with an organization.
3. CRM from the Business Strategy Perspective.The Business Strategy perspective has most in common with
many of the lessons and topics contained on this website, and indeed within the field of marketing itself. The diagram below shows the Marketing Teacher Model of CRM and Business Strategy. Our model contains three key phases - customer acquisition, customer retention and customer extension, and three contextual factors - marketing orientation, value creation and innovative IT.
CRM MODEL
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.
SUGGESION AND RECOMMENDAATION
HCL is having large number of channel partners but it is not supporting & taking care all of them equally which results in
increasing discontentment among new channel partners because its not possible for company to support all of them equally. Company should take some positive action against it.
Company executive should pay proper attention towards checking of various components of PC and telecom before end user delivery. Otherwise it tends towards defame of brand name in comparison to rivals.
Need to expend customer care center as the consumer base of HCL Infosystems is increasing with tremendously fast pace.
Proper attention should be paid for advertisement planning otherwise it may lead to problem for dealer and customer as well as for company.
Company should tie up with some event management company to organize various promotional activities like canopy, Carnival.
BIBLIOGRAPHY
Modern Applications of Life Insurance by H. C. Mehta and R. C.