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SUMMER TRAINING REPORT SUBMITTED TOWARDS THEPARTIAL FULFILLMENT OF POST GRADUATE DEGREE ININTERNATIONAL BUSINESS

MANAGEMENT INFORMATIONSYSTEM

SUBMITTED BY:JAYESH KUMARMBA (2008-2010)Ro No! : A"0101#080#$

INDUSTRY GUIDE FA%ULTY GUIDEM&! M'' S'*+ M,& R' S*+,.+H%L AGBS/ NOIDA

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AMITY GLOBAL BUSINESS S%HOOL/ NOIDAAMITY UNIERSITY UTTAR PRADESH

TO WHOM IT MAY CONCERN

This is to certify that Jayesh Kumar, a student of Amity Global

Business School, Noida, undertook a project on MANAGEMENTN!"#MAT"N S$STEM at HCL from 20th June 2009 to 20rd

Auust 2009!

Jayesh Kumar has successfully completed the project under the

%uidance of Mr AN"#AM MI$HRA! he is a sincere and hard&

'orkin% student 'ith pleasant manners(

)e 'ish all success in his future endea*ors(

$%nature&

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CERTIFICATE OF ORIGIN

This is to certify that Mr( Jayesh Kumar , a student of +ost

Graduate e%ree in M'A (200)*20+0,, Amity Global Business

School, Noida has 'orked in HCL-N.%da, under the able %uidance

and super*ision of Mr AN"#AM MI$HRA desi%nations MI$,

-ompany HCL- N.%da( The period for 'hich he 'as on trainin% 'as

for . 'eeks, startin% from 20th June to 20rdAuust 2009( This

summer nternship report has the re/uisite standard for the partial

fulfillment the +ost Graduate e%ree in T 0 Marketin%( To the best

of our kno'led%e no part of this report has been reproduced from

any other report and the contents are based on ori%inal research(

$%nature $%nature

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ACKNOWLEDGEMENT

e1press my sincere %ratitude to my industry %uide MrAN"#AM

MI$HRA, esi%nation MI$ Team /eader, -ompany HCL-NOIA-

for his able %uidance, continuous support and cooperation throu%h

my project, 'ithout 'hich the present 'ork 'ould not ha*e been

possible(

'ould also like to thank the entire team ofHCL- NOIA-for the

constant support and help in the successful completion of my

project(

Also, am thankful to my faculty %uide Mrs( R%tu $harma of my

institute, for her continued %uidance and in*aluable encoura%ement(

$%nature

1$tudent

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TABLE OF CONTENTS

Cha3ter N.! $u45e6t

-h(2 3(4 E1ecuti*e Summary555555555

-h(2 6(4 #esearch Methodolo%y5555555

-h( 2 7(4 -ritical #e*ie' of 8iterature55-h( 2 9(4 -ompany +rofile 555555555

4.1 ndustry +rofile555555((

-h( 2 :(4 ata555555555555555

:(3 -ollection5555555555((:(6 +rimary ata55555555((

:(7 Secondary ata5(55555((-h( 2 ;(4 !indin%s 0 Analysis555555

;(3 Testin% of hypothesis5555-h( 2

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E7EC"TI8E $"MMARY

>-8 nfosystems, ndia?s premier information enablin% andinte%ration company, has recei*ed the S" =443@6444 certificationspecifies re/uirements for a /uality mana%ement system 'here anor%aniation needs to demonstrate its ability to consistently pro*ideproduct and ser*ices that meets customer and applicable re%ulatoryre/uirements( S" =443@6444 also aims to enhance customersatisfaction throu%h the effecti*e application of the system,includin% processes for continual impro*ement of the system and

the assurance of conformity to customer and applicable re%ulatoryre/uirement(

The menu of >-8 nfo system %lobal ser*ices broadly co*ers Tconsultin% and professional ser*ices in the area of *erticalapplications, technolo%y inte%ration, E#+ implementation andsoft'are de*elopment( This also includes a complete portfolio ofsystems and net'ork ser*ices for de*elopment( This also includes acomplete portfolio of systems and net'ork ser*ices for !acilitiesMana%ement, >elpdesks, Systems Supports and net'ork and

nternet mplementation(

>-8 nsys%lobal customers include Samsun%, Go*ernment ofSin%apore, and AMA8 insurance Curon% +ort in Sin%apore andMalaysians BSN commercial bank, SA, BS bank, Maybank lifeassurance charted semiconductors(

>-8 nfosys chosen platform of total technolo%y inte%ration lendsitself to some *ery si%nificant alliances 'ith the %lobal leaders(Amon% its partner are >+ for hi%h end AS-EDNF ser*ices and

'orkstation and >+ "pen *ie' net'ork mana%ement solution ntelfor +- and +- ser*er buildin% blocks Microsoft, no*el and S-" AG

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solutions #ed hat 8inu1 Samsun% +i*ota for -#M solution and"#A-8E Sybase and nformi1 for #BMS platform(

Today the company has ali%ned its operations into fi*e entities thatoffer seamless linka%es for the customers seekin% entry into the

'ired 'orld throu%h total the( Hnte%ration solution ands ser*ices(

>-8 nfo systems focuses on the e*er&%ro'in% se%ment in ma%in%,Telecom and -ommunication products solutions and ser*ices( No' ithas an e1clusi*e sale and support partnership 'ith Toshiba-orporation, Capan, for sales and ser*icin% of its ima%in% andphotocopier products( >-8 nfosystems product portfolio co*ers aran%e of other office automation and communication productsthrou%h alliances 'ith 'orld leaders(

The Mana%ed Net'ork Ser*ice offerin%s for corporate include I+Ns,AS+ offerin%s, -o 8ocationD hostin%, -Ns, security, corporateinternet telephony solutions, technical and

consumer help desks, 69D< Net'ork "perations -entre monitorin%and a host of *alueadded net'orkin% ser*ices( -onsumer ser*icesinclude dialup +STNDSN nternet access, Ialufon callin% cards andIo+ telephony de*ices(>-8 o*er its three decades of leadership in the ndian -T Markethas set ne' benchmarks and has created ne'er markets(

C.me e3er%en6e IT %n HCL In:.systems;;;;

CONTACT "$

E M A I L I u%r%es

email@ 'ebhostJhcl(in

Career Re/ated In>u%r%es

email@ career9uJhcl(in

C/%ents ? #r.s3e6t In>u%r%es = We4s%te @eed4a6

email@ 'ebhostJhcl(in

A R E $ $ K-orporate "fficeL

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HCL In:.systems Ltd!

E&9,: 0 ;, Sector 33,

N"A 643 743, +

ndiaT E L ? @ A 7

Te/&6:6;:3.D3=, 6:64=

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E8ELO#E THE RE$EARCH @RAME

This included decidin% upon *arious aspects for the project on 'hichthe entire research is based( The research frame included(

NAT"RE O@ $T"Y

The project on 'hich the researcher 'orked is descripti*e and

inferential in nature(

ATA $O"RCE&

The researcher took the help of both primary as 'ell as secondary

sources( Secondary sources bein% interaction 'ith *arious%o*ernment or%aniation people of the selected and has been

chosen for the research by the researcher(

Secondary sources bein% the internet as the medium and the

official sites of the %o*ernment sectors and corporate sellin% and

feedback of >-8(

IN$TR"MENT "$E

The researcher for the research used a uestionnaire cum

Schedule for market research( The uestionnaire 'as prepared by

the researcher and Schedule 'as pro*ided by the company in

'hich the researcher did its research report(

$AM#LE $IE

The sample sie for the research is fi1ed( t counts to :4 from

different %o*ernment or%aniation and pri*ate ori%inations(

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LITERAT"RE RE8IEW

oin% trainin% 'as really an opportunity before me 'hen could

con*ert my theoretical kno'led%e into practical and of real 'orld

type( !ortunately, the company %ot is a true follo'er of the *arious

principles of mana%ement and also one of the leadin% companies in

its se%ment of the industry( The 'orkin% en*ironment that 'as

bein% pro*ided 'as e1traordinary and helped me a lot in deli*erin%

my 'ork properly and 'ith full potency of mine( >-8 nfosystems

8td is one of the reno'ned names in the Telecom, Soft'are and

>ard'are sector of computer industry(

The %raph of sales of these respecti*e product lines is the best inthe industry as compared to their competitors( did my summer

trainin% project at >-8 nfosystem 8td(, Noida, 'here found all theprofessionals are *ery much committed to their 'ork as 'ell as they'ere all professionals enou%h( This helped me a lot in %ettin% a%ood deal of e1posure( As had to consult the -hannel partners, felt myself, in the be%innin%, in a bit problem( But the cooperationof my superiors at the 'ork induced confidence in me to deal 'ithmy problems 'hene*er they came(

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COM#ANY #RO@ILE

Born in 3=-8 has a 7 decade rich history of in*entions andinno*ations( n 3=-8 de*eloped the first indi%enous micro&computer at the same time as Apple and 7 years before BM?s +-(urin% this period, ndia 'as a black bo1 to the 'orld and the 'orld'as a black bo1 to ndia( This micro&computer *irtually %a*e birth tothe ndian computer industry( The .4?s sa' >-8 de*elopin% kno'&

ho' in many other technolo%ies( >-8?s in&depth kno'led%e of ni1led to the de*elopment of a fine %rained multi&processor ni1 in3=.., three years ahead of Sun and >+(

>-8?s #0 'as spun off as >-8 Technolo%ies in 3==< to mark theirad*ent into the soft'are ser*ices arena( urin% the last ei%ht years,>-8 has stren%thened its processes and applied its kno'&ho',de*eloped o*er 6. years into multiple practices & semi&conductor,operatin% systems, automobile, a*ionics, bio&medical en%ineerin%,'ireless, telecom technolo%ies, and many more(

Today, >-8 sells more +-s in ndia than any other brand, runsNorthern reland?s lar%est B+" operation, and mana%es the net'orkfor Asia?s lar%est stock e1chan%e net'ork apart from desi%nin% ero*isibility landin% systems to land the 'orld?s most popular airplane(>-8 nfosystems 8td is one of the pioneers in the ndian T market,'ith its ori%ins in 3=

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Technolo%ies KB+"L

H%st.ry

>-8 nfosystems 8td is one of the pioneers in the

ndian T market , 'ith its ori%ins in 3=-8 sa%a are summarised belo'@

$ E A #> G > 8 G > T S

3=-8 de*elopin% bespoke applications for their

customers

3=

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3=.4& !ormation of !ar East -omputers 8td(, a pioneer in the

Sin%apore T market, for S KSystem nte%rationL solutions

3=.3 & Soft'are E1port i*ision formed at -hennai to support

the bespoke application de*elopment needs of Sin%apore

3=.7& >-8 launches an a%%ressi*e ad*ertisement campai%n 'ith

the theme ? e*en a typist can operate? to make the usa%e of

computers popular in the SME KSmall 0 Medium

EnterprisesL se%ment( This proposition in*ol*ed menu&

based applications for the first time, to increase ease of

operations( The response to the ad*ertisement 'as

phenomenal(

& >-8 de*elops special pro%ram %enerators to speed up the

de*elopment of applications

3=.:& Bank trade unions allo' computerisation in banks (

>o'e*er , a computer can only run one application such as

Sa*in%s Bank, -urrent account , 8oans etc(

& >-8 sets up core team to de*elop the re/uired soft'are &

A8+M K Ad*anced 8ed%er +ostin% Machines L ( The team

uses reusable code to reduce de*elopment efforts and

produce more reliable code ( A8+M becomes the lar%est

sellin% soft'are product in ndian banks

& >-8 desi%ns and launches ni1& based computers and

BM +- clones

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& >-8 promotes 7rd party +- applications nationally

3=.;& Oonal offices of banks and %eneral insurance companies

adopt computeriation

& +urchase specifications demand the a*ailability of #BMS

products on the supplied solution Knify, "racleL( >-8

arran%es for such products to be ported to its platform(

& >-8 assists customers to mi%rate from flat&file based

systems to #BMS

3==3& >-8 enters into a joint *enture 'ith >e'lett +ackard

& >+ assists >-8 to introduce ne' ser*ices@ Systems

nte%ration, T consultin%, packa%ed support ser*ices

K basicline, teamline L

& >-8 establishes a #esponse -entre for >+ products, 'hich

is connected to the >+ #esponse -entre in Sin%apore(

& There is a *ertical se%ment focus on Telecom,

Manufacturin% and !inancial Ser*ices

3==9& >-8 ac/uires and e1ecutes the first offshore project from

BM Thailand

& >-8 sets up core %roup to define soft'are de*elopment

methodolo%ies

3==:& Starts e1ecution of nformation System +lannin% projects

& E1ecution projects for Germany and Australia

& Be%ins >elp desk ser*ices

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3==;& Sets up the ST+ K Soft'are Technolo%y +ark L at -hennai

to e1ecute soft'are projects for international customers

& Becomes national inte%ration partner for SA+

3==-8 buys back >+ stake in >-8 >e'lett +ackard

3==.& -hennai and -oimbatore de*elopment facilities %et S"

=443 certification

3===& Ac/uires and sets up fully o'ned subsidiaries in SA and

P

& Sets up fully o'ned subsidiary in Australia

& >-8 ties up 'ith Broad*ision as an inte%ration partner

6444& Sets up fully o'ned subsidiary in Australia

& -hennai and -oimbatore de*elopment facilities %et SE

8e*el 9 certification

& Ba%s A'ard for Top +- Iendor n ndia

& Becomes the 3st T -ompany to be recommended for

latest *ersion of S" =443 @ 6444

& Ba%s MAT?s A'ard for Business E1cellence

& #ated as No( 3 T Group in ndia

6443&8aunched +entium I +-s at belo' #s 94,444

&- rated >-8 nfosystems as No( 3 esktop +- -ompany

of 6443

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6446&eclared as Top +- Iendor by ata/uest

&>-8 nfosystems 0 Sun Microsystems enters into a

Enterprise istribution A%reement

& #eali%ns businesses, increasin% focus on domestic T,

-ommunications 0 ma%in% products, solutions 0 related

ser*ices

6447& Became the first *endor to re%ister sales of :4,444 +-s in

a /uarter

& !irst ndian company to be numero uno in the commercial

+- market

& Enters into partnership 'ith AM

& 8aunched >ome +- for #s 3=,===

& >-8 nfosystems? nfo Structure Ser*ices i*ision

recei*ed S" =443@6444 certification

& 8aunches nfiniti Mobile esktps on ntel +latform

& 8aunched nfiniti +-s, )orkstations 0 Ser*ers on AM

platform

6449& 3st to announce +- price cut in ndia, post duty

reduction, offers Eeebee at #s( 3-8 as

No(3 Brand in esktop +-s

& Maintains No(3 position in the esktop +- se%ment for

year 6447

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& Enters into partnership 'ith +ort )ise to support 0

distribute security 0 I+N solutions in ndia

& +artners 'ith Microsoft 0 ntel to launch Beanstalk Neo

+-

& Becomes the 3st company to cross 3 lac unit milestone in

the ndian esktop +- market

& +artners 'ith nion Bank to make +-s more affordable,

introduces lo'est e*er EM for +- in ndia

& 8aunched #+6 systems to o*ercome po'er problem for +-

users

& #e%isters a market share of 37(-8 +- for ndia, a fully functional +- priced at

#s(=,==4D&

& #ated as the No(3 esktop +- company by - ndia

&ata/uest

& ?Best Employer 644:? 'ith fi*e star ratin%s by - ndia

&ata/uest(

& ?The Most -ustomer #esponsi*e -ompany 644:?

& T >ard'are -ate%ory by The Economic Times &A*aya

Global -onnect(

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& Top :4 fastest %ro'in% Technolo%y -ompanies in ndia? 0

?Top :44 fastest Gro'in% Technolo%y -ompanies in Asia

+acific? by ?eloitte 0 Touche?( by ?eloitte 0 Touche?

& ?-8 nfosystems 0 Nokia announce a lon% term

distribution strate%y

& >-8 the leader in esktops +-s un*eils ndia?s first

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se%ment specific ran%e of notebooks brand & ?>-8 8eaptops?

& B selects >-8 as S partner for 344 branches -T

infrastructure rollout

& >-8 nfosystems sho'cases -omputer Solutions for the

#ural Markets in ndia

& >-8 Support 'ins the -hannels&644; G"8 A'ard for

Best After Sales Ser*ice on a nation'ide customer

satisfaction sur*ey conducted by -

& >-8 nfosystems !irst in ndia to 8aunch the Ne'

Generation of >i%h +erformance Ser*er +latforms +o'ered

by ntel ual & -ore Feon :444 +rocessor

& >-8 !orms a Strate%ic +artnership 'ith A++8E to pro*ide

Sales 0 Ser*ice Support for i+ods in ndia

& >-8 nfosystems rated as number one esktop +-

-ompany by -, si1th year successi*ely

& >-8 nfosystems sustains its commercial esktop +-

leadership for the fifth consecuti*e year

& >-8 launches trusted -T infrastructure platforms for

the B+"&TeS se%ment

& >-8 launches ndia?s first >i%h +erformance Enterprise

Ser*er +latforms po'ered by dual core ntel itanium

processors

& >-8 creates ual -ore Feon Ser*er at a price point of #S(

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97,=44D&

& >-8 completes 74 years in ndia

& >-8 in association 'ith The Music Academy, Madras

brin%s ?>-8 -oncert Series? to -hennai -ity

& Enters into partnership 'ith -asio

& >-8 establishes its manufacturin% facility at ttaranchal

& >-8 launches Beanstalk 644< collection( A ran%e of four

ne' >-8 Beanstalk i%ilife&enablers, Beanstalk Nano,

Beanstalk Slim, Beanstalk 8ifestyle 0 Beanstalk ominator

644-8 introduces eco&efficient Notebook +-s complyin% 'ith

#o>S directi*e

& >-8 un*eils initiati*e to create industry ready -T

professionals& launches >-8 career de*elopment centers?

& >-8 launches Hdatacenter in a bo1 & a simplified T

infrastructure solution in a Hbo1 tar%eted at small and

medium enterprises

& >-8 breaks the one terabyte stora%e barrier in

computers&launches ndias first Hone terabyte personal

computer

& Podak and >-8 ink a%reement to distribute di%ital

cameras in ndia

& >-8 launches ndias first multilin%ual +"S printer >-8

star & TS+

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retailers

& >-8 un*eils enterprise class 3; core ser*er & ndias first

ser*er 'ith 3; computin% cores in a S directi*e

& >-8 launches NETMAF suite of net'orkin% products and

solutions e1pands its portfolio for emer%in% enterprises

& >-8 announces ?7;4&de%rees technolo%y refresh

pro%ram?& ne' initiati*e aimed at capturin% latest trends in

technolo%y and deli*erin% them to ndian enterprises

& >-8 announces launch of its 'orkstation 644. series for

M-A and -- professionals

644.& >-8 un*eils the future of personal computin%( 8aunches

ne1t %eneration, ultra portable, Sub #s( 39,444D& laptops

Mi8eap Series for the first time in ndia

& >-8 stren%thens its B!S System nte%ration +ortfolio &

Ac/uires a niche Bankin% Soft'are +roduct -ompany &

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DATA ANALYSIS

& GRAPHICAL DATA INTERPRETATIOIN

3( )hat type of computers do you use

a(LBrandedb(LAssembled

Branded 7-8 is amon% the top used brands(

Major part under the pie&chart %oes to >-8( So >-8 should continue

makin% efforts to attract ne' market and sustain the e1istin%

market(

7( )hat is the number of installed desktops

a(LU3:

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b(L3:&:4

c(L:4&

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6 33

7&: 63

V: 37

!rom this obser*ation, it 'as concluded that number of ser*ers

'ere directly proportional to the number of desktops used(

:( )hat is the number of installed laptops

a(L3&:

b(L:&3:

c(L3:&74

d(LV74

Number of laptops Total Nos(

3&: 64

:&3: 66

3:&74 .

V74 :

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t 'as obser*ed that ma1imum computers and laptop users ran%in%

bet'een :&6:( This area can be focused(

;( )hat is the brand used for laptops

a(L>-8

b(LToshiba

c(L8enno*o

d(L"thers

8aptops brand Total Nos(

>-8 33

Toshiba 3=

8enno*o 37

"thers 36

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"bser*ation sho'ed that Toshiba 'as the major brand used in

laptops( Iarious other brands like >+ and Samsun% etc( are also

used( >-8 has also a %ood market share(

ospitals place ha*in% AM- 74

>ospitals place not ha*in% AM- 6:

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Accordin% to abo*e %raphical data interpretation, that is the most

important places 'here computer has been used and it has been

obser*ation and sho'ed that less than ;4Q hospitals ha*e their

AM-s( This area can also be considered(

=( )hat type of company is ha*in% the AM-

a(L#e%ional office of the company

b(LAny other local player

Type of AM- company Total Nos(

Authoried re%ional office 69

8ocal players ;

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That the abo*e %raph sho's that the use of AM-s in re%ional office

and local players prefers authoried re%ional offices to select for the

ser*ice rather than %oin% for a local player(

34(Are you facin% any problem 'ith current used product

line

a(L$es

b(LNo

c(LNot yet

Total Nos(

!acin% problem 3:Not facin% problem 3.

Not faced problems yet 66

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That the abo*e %raph sho's that the abo*e obser*ation sho'ed

that major number of users are either not facin% any problem or

they ha*e not bein% encountered 'ith any(

33( Are you plannin% to make any ne' purchase

a(L $es

b(L No

c(L Not yet planned

+lannin% about ne' purchase Total Nos(

+lannin% to purchase =

No plannin% 3o' do you find the >-8 products

a(L "P

b(L Good

c(L Satisfactory d(L "utstandin%

e(L Not tried yet

#eaction about >-8 products Total Nos(

"P 7

Good 36

Satisfactory 3=

"utstandin% -8 Total Nos(

$es 96

No 37

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That the abo*e %raph sho's that the obser*ation and the most of

the people are interested in kno'in% more about the brand and

ha*e the ur%e to buy(

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39( o you re/uire demo for any product

a(L$es

b(LNo

Total Nos(

nterested in demo 69

Not interested in demo 73

This obser*ation sho'ed that almost 9:Q of the sample 'as

interested in demo(

interested in demo

interested in demo

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3:(o you 'ant to buy any product K-ommercial proposalL

a(L$es

b(LNoc(LNot yet decided

-ommercial proposal Total Nos(

$es .

No 3=

Not yet decided 6.

That the abo*e %raph sho's that the abo*e obser*ation sho'ed

that almost a hu%e chunk of hospitals sur*eyed either doesnt 'ant

or they ha*e not planned for any commercial proposal(

SWOT ANALYSIS

Interested in commercial

proposal

Not interested incommercial proposal

Not yet planned

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STRENGTHS:

>-8s stren%ths are many, to mention a fe' @

a, B/.4a/ #resen6e&

ts collaborations and joint *entures 'ith

international companies such as +erot System, andpartnership 'ith 'orld leaders like Ericsson, Toshiba,Nokia, "racle and Microsoft, enable it to brin% the besttechnolo%y a*ailable 'orld 'ide to its consumers(

69 locations in 3; countries(

4, !ast paced and fle1ible 'ork culture 'hich pro*ides its

employees autonomy to accomplish the task 'ithoutmuch pressure from the hi%her authorities( Thus,employees are moti*ated to %i*e their best to theor%aniation(

6, The core stren%th of >-8 is the talent andinno*ati*eness of its people 'hich enables it to pro*idethe ri%ht solution at the ri%ht time(W

d, The mass markets handled throu%h a chain of dealers,resellers and retailers 'hich helps brin% technolo%yusa%e closer to the indi*idual( t has *ery stron%

distribution net'ork(e, ts pool of competencies @ >ard'are, Soft'are, Trainin%,

Net'orkin%, Telecom and System nte%ration(

:, Ability to understand customer?s business and offer ri%httechnolo%y(

, 8on% standin% relationship 'ith customers(

h, +an ndia support 0 ser*ice infrastructure(

%, Best&*alue&for&money offerin%s(

WEAKNE$$E$&

a, After sales ser*ice(

4, 8ess promotional campai%ns(

O##ORT"NITIE$&

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a, T industry boomin% at a rate of 9:Q e*ery year(

4, ncreasin% consumer a'areness about T and its use(

6, Tremendous untapped potential of T products in ndia(

d, ncreasin% competition(e, Tie ups 'ith *arious MN-s enable to e1tract their core

competencies(

THREAT$&

a, 8ocal assemblers are bi%%est menace for the company(4, Entry of MN-s i(e( BM, -ompa/ %i*in% direct

competition(

6, Go*t( instability has a lon% term repercussions affectin%companys policies 0 its %ro'th(

d, Technolo%ical shift as a result of research 0de*elopment( aily ne' technolo%ies are emer%in%(

-oncludin% the S()("(T( analysis in 'ords that prosperity liesahead for >-8( n order to retain its position as ndias No( 3 Tcon%lomerate, it has to come out 'ith the state of art as 'ell asfuturistic technolo%ies to its consumers 'ell before time(

Bu%d%n #r%n6%3/es

8I$ION AN MI$$ION

8I$ION $TATEMENT

To%ether 'e create the enterprises of tomorro'

MI$$ION $TATEMENT

To pro*ide 'orld&class information technolo%y solutions and

ser*ices to enable our customers to ser*e their customers better

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F"ALITY #OLICY

)e shall deli*er defect&free products, ser*ices and solutions to

meet the re/uirements of our e1ternal and internal customers, the

first time, e*ery time

O"R O'JECTI8E$

O"R MANABEMENT O'JECTI8E$

To fuel initiati*e and foster acti*ity by allo'in% indi*iduals freedom

of action and inno*ation in attainin% defined objecti*es(

O"R #EO#LE O'JECTI8E$

To help people in >-8 nfosystems 8td( share in the company?s

successes, 'hich they make possible to pro*ide job security based

on their performance to reco%nie their indi*idual achie*ements

and help them %ain a sense of satisfaction and accomplishment

from their 'ork(

CORE 8AL"E$

)e shall uphold the di%nity of the indi*idual

)e shall honour all commitments

)e shall be committed to uality, nno*ation and Gro'th in

e*ery endea*our

)e shall be responsible corporate citiens

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A//%an6es ? #artnersh%3s

To pro*ide 'orld&class solutions and ser*ices to all our customers,

'e ha*e formed Alliances and +artnerships 'ith leadin% T

companies 'orld'ide(

>-8 nfosystems has alliances 'ith %lobal technolo%y leaders like

ntel, AM, Microsoft, Bull, Toshiba, Nokia, Sun Microsystems,

Ericsson, NIA, SA+, Scansoft, S-", EM-, Ieritas, -itri1, -S-",

"racle, -omputer Associates, #ed>at, nfocus, uplo, Samsun% and

No*ell(

These alliances on one hand %i*e us access to best technolo%y 0

products as 'ell enhancin% our understandin% of the latest in

technolo%y( "n the other hand they enhance our product portfolio,

and enable us to be one stop shop for our customers(

Re6ent "3dates&

>-8 is a certified partner of "racle for Technolo%y and Application

products(>-8 is also one of fi*e ATS #ene'al +artners of "racle(

>-8 0 Nokia decide on lon%er term strate%y to further penetrate

ndian marketGist of 0A 'ith callersD in*estorsD shareholders on

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the announcement relatin% to the lon% term A%reement 'ith Nokia

Toshiba in partnership 'ith >-8 nfosystems e1pands its retail

presence in ndia by un*eilin% ?shopToshiba?>-8 forms a strate%ic

alliance 'ith Bull to launch a ne' ran%e of Scalable Enterprise -lass

Ser*ers on "pen Architecture AM 0 T Ministry un*eil affordable

computer to promote :413: *ision in ndia(

List of Q&A relating to the long term agreement with Nokia

HCL AdDantae

HCL In:.systems K >-8L dra's it?s stren%th from 74 years of

e1perience in handlin% the e*er chan%in% T scenario , stron%

customer relationships, ability to pro*ide the cuttin% ed%e

technolo%y at best&*alue&for&money and on top of it , an e1cellent

ser*ice 0 support infrastructure(

Today >-8 is country?s premier information enablin% company ( t

offers one&stop&shop con*enience to its di*erse customers ha*in%

ane/ually di*erse set of re/uirements( Be it a lar%e multi&location

enterprise, or a smallDmedium enterprise, or a small office or a

home, >-8 has a product ran%e, sales 0 support capability to

ser*ice the needs of the customer(

8ast 74 years apart from kno'led%e 0 e1perience ha*e also %i*en

us continuity in relationship 'ith the customers, thereby increasin%

the customer confidence in us(

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"ur stren%ths can be summaried as@

& Ability to understand customer?s business and offer ri%ht

technolo%y

& 8on% standin% relationship 'ith customers

& +an ndia support 0 ser*ice infrastructure

& Best&*ale&for&money offerin%s

Te6hn./.y Leadersh%3

>-8 nfosystems is kno'n to be the harbin%er of technolo%y in the

country( #i%ht from our inception 'e ha*e attempted to pioneer the

technolo%y introductions in the country either throu%h our #0 or

throu%h partnerships 'ith the 'orld technolo%y leaders(

sin% our o'n #0 'e ha*e

& -reated our o'n NF 0 #BMS capability Kin .4sL

& de*eloped fire'alls for enterprise 0 personal system

security

& aunched our o'n ran%e of enterprise stora%e products

& launched our o'n ran%e of net'orkin% products

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)e stri*e to understand the technolo%y from the *ie' of supportin%

it post installation as 'ell( This is one of the key in%redients that %o

into our strate%ic ad*anta%e(

>-8 nfosystems has to its claim se*eral technolo%y pioneerin%

initiati*es( Some of them are@

& -ountry?s first eskTop +- & BusyBee in 3=.:

& -ountry?s first branded home +- & Beanstalk in 3==:

& -ountry?s first +entium 9 based +- at sub 94k price

point

& -ountry?s first Media -enter +-

Fua/%ty

#h%/.s.3hy .: Fua/%ty

GWe sha// de/%Der de:e6t*:ree 3r.du6ts- serD%6es and s./ut%.ns

t. meet the re>u%rements .: .ur eterna/ and %nterna/

6ust.mers- the :%rst t%me- eDery t%me!G

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To e1ist as a market leader in a %lobally competiti*e marketplace,

or%aniations need to adopt and implement a continuous

impro*ement&based /uality policy(

"ne of the key elements to >-8?s success is its ne*er&endin% pursuit

of superior /uality in all its endea*ors(

>-8 N!"S$STEMS belie*es in the Total uality Mana%ement

philosophy as a means for continuous impro*ement, total employee

participation in /uality impro*ement and customer satisfaction( ts

concept of /uality addresses people, processes and products(

"*er the last 74 years, 'e ha*e adapted to ne'er and better

uality standards that helped us effecti*ely tie uality 'ith Business

Goals, leadin% to customer and employee satisfaction(

F"ALITY AT HCL IN@O$Y$TEM$ LT

The history of structured /uality implementation in >-8 nfosystems

be%an in the late 3=.4s 'ith the focus on impro*in% /uality of its

products by usin% basis - tools and !ailure #eportin% and

-orrecti*e Acti*e Systems K!#A-ASL( )e also employed concurrent

en%ineerin% practices includin% desi%n re*ie's, and ri%orous

reliability tests to unco*er latent desi%n defects(

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n the early =4s, the focus 'as not merely on the /uality of

products but also the process /uality systems( "ur manufacturin%

unit at N"A 'as certified initially to S" =446@3==9 by Bureau

Ieritas -ertification in 3==9 and later on to S" =443@3==9 in 3==

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reco%nition is based on the ?European !oundation for uality

Mana%ement? KE!ML, for %ainin% /uality leadership and business

competiti*eness(

"ur certifications D a'ards in 6447 include S" =443&6444 by

Bureau Ieritas -ertification for our nfoStructure Ser*ices and

a'ard of !irst +rie by E8-NAKElectronic -omponent ndustries

AssociationL for uality, 6446&47( The E8-NA a'ard criteria

considers t'o aspects( K3L Enablers K8eadership 0 Mana%ement

commitment, #esource Mana%ement, +roduct #ealisation,

Measurement Analysis 0 mpro*ementL and #esults K+roduct

uality, -ustomer D Stake holder satisfaction , Business resultsL(

The tryst for continuous /uality impro*ement is ne*er&endin% in >-8

nfosystems( )e al'ays stri*e to maintain hi%h /uality standards,

'hich help us fulfill our mission to pro*ide 'orld&class information

technolo%y solutions and ser*ices, to enable our customers to ser*e

their customers better(

Fua/%ty

AWAR$ AN ACCOLAE$

>-8 recei*ed The #/at%num Cert%:%6ate .: E6e//en6e

Aardin Au%ust 644. from >!- Standard 8ife nsurance -o

8td( in appreciation of its contribution 0 efforts to'ards

continued success of >!- S8(

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>-8 'on T.3 Maret $hare Aardfor hi%hest market share

amon%st all countries(

>-8 'on B./d #artner Aard for achie*in% a siable

business re*enue IN@OC"$ has reco%nied >-8 as its

Strate%ic +artner(

>-8 'on Emera/d Aard for Best All round +erformance

"*er the $ears(

>-8 'on The M.st Inn.Dat%De @ran6h%see Aard 4y

@ran6h%se #/usin !eb 4.(

>-8 'on The M.st $u33.rt%De @ran6h%s.r Aard 4y

@ran6h%se #/usin !eb 4.

Mr! A5a% Ch.dhry, -hairman 0 -E" of >-8 nfosystems

8imited, honoured 'ith ?CEO .: the year 200) ? a'ard by T

+eople A'ards for e1cellence in T(

Mr! A5a% Ch.dhry, -hairman 0 -E" of >-8 nfosystems

8imited, 'as declared HIT #ers.n .: the Year 200 by

ata>uest(

>-8 'on The 'est Reta%/er Aard %n C.nsumer ura4/es

cate%ory by As%a Reta%/ C.nressin ec 4-8 'on a'ards in HEnD%r.nment Manaement and

HFua/%ty cate%ories at the E/6%na*un ? 'radstreet

Aards :.r E6e//en6e %n E/e6tr.n%6s- 200*0!

Ind%as M.st #re:erred #ers.na/ C.m3uter 'rand by

-NB- A)AAO -onsumer A'ard 644

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>-8 recei*ed three Channe/s Ch.%6e 200 aards for

#elationship Mana%ement, After Sales Support 0 -ommercial

Terms from F Channe/s, based on an - channel

satisfaction sur*ey(

>-8 nfosystems 'on 'rand*.:*E6e//en6e Aard at

8ARInd%a @.rum 200(

>-8 ba%%ed IMM -8 'as a'arded HAm%ty C.r3.rate E6e//en6e Aard

200 for its distinct *ision, inno*ation, competiti*eness and

sustenance(

>-8 'on HT.sh%4a C./.ur C.3%er Cham3%.n Aard 200

for impro*in% o*erall customer approach and better technical

capability(

>-8 'on the H'est Ind%an 'randed #C 0 H'est IT Reta%/

C.m3any a'ard at the th 8ARInd%a $tar N%te Aards

200(

>-8 has been reco%nied by Nokia, consecuti*ely for last t'o

years 'ith the HN.%a E6e//en6e Aard for $a/es ?

%str%4ut%.n- As%a #a6%:%6 200(

>-8 i%ilife retail chain 'on the ?M.st Adm%red Reta%/er .:

the Year? a'ard in -onsumer urables and Electronics

cate%ory at the 200 IMABE$ Reta%/ Aards(

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>-8 recei*ed 'est In Cate.ry AardW for >-8 i%ilife

Stores and Special A'ard for Inn.Dat%.n and Te6hn./.yW

for its e#O$ d%D%s%.n at the @ran6h%se and $tar Reta%/er

Aards 200

>-8 nfosystems 'as presented 'ith the HT.3 Oran%at%.n*

200 a'ard by Inst%tute .: Maret%n Manaement

(IMM, in reco%nition of its inno*ation in marketin%

mana%ement(

>-8 nfosystems has been *oted as the HN.! + #C 8end.r

consecuti*ely for /ast s% years 4y IC ata>uest(

>-8 ba%%ed the un ? 'radstreet Aards 200 for HT.3

#er:.rman6e In The C.m3uter Hardare ? #er%3hera/s

$e6t.r(

>-8 'on the -8 'as ranked amon% the t.3 @ast 00 As%a #a6%:%6 200

pro%ram by e/.%tte Te6hn./.y, Media 0

Telecommunications(

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ndias ?N.! + Dend.r? for sales of A7 sie T.sh%4a Mu/t%

@un6t%.na/ eD%6es for the year 200P*0 by IC

ata>uest(

th IETE C.r3.rate Aard 200 for performance

e1cellence in the field of -omputer 0 Telecommunications

Systems(

-8 nfosystems? products offerin%s include e*erythin%

from hi%h end enterprise le*el ser*ers for mission critical

applications to multimedia home computers(

$ou may be a lar%e multi&location company e1plorin% solutions to e&

enable your or%aniation or you may be a ne' born risin% star

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lookin% for someone for T +lannin% or settin% up your T

nfrastructure, >-8 nfosystems has a solution tailor&made for you(

#RO"CT$ ? $OL"TION$

E$KTO#$ ? NOTE'OOK$

Business +-s

>ome +-s

Business Notebooks

>ome Notebooks

WORK$TATION$

nfiniti -hallen%er )orkstations

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$ER8ER$

"*er*ie' of Ser*ers

Inte/ $erDers

Back&end atacenter Ser*ers

>-8 atacenter in a Bo1

#ack "ptimied Ser*er Solutions

+edestal Ser*er Solutions

Entry 8e*el Ser*ers

In:%n%t% 76e/ L%ne $erDers

nfiniti Fcel 8ine 3644 +# 'ith nIA %eforce ;3:4 chipset

nfiniti Fcel 8ine 6644 $A 'ith nIA M-+ :: +ro chipset

nfiniti Fcel 8ine 6644AT 'ith AM .373D.333 chipset

nfiniti Fcel 8ine 6644S$ 'ith N*idia n!orce +roffesional 6644

chipset

nfiniti Fcel 8ine 9644T8 'ith AM .373D.333 chipset

H# R%s6 $erDers ? W.rstat%.ns

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TECHNOLOBY #RO"CT$

WIN'ee Th%n C/%ents

o )NBee 7444IF

o )NBee 9444BI

o )NBee 9444BIF

o )NBee :444IF

H"T$

o >TS&.444 I6

Term%na/s

o Turboterm 6444

o Turboterm 6444E

o Turboterm 6464-

o

Turboterm 6464E

o Turboterm 6464#

o Graphterm

#OET

o M8T6444

o Multilin%ual Terminal 6444

o Turboterm 6464#

I$#LAY #RO"CT$

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>-M :.4M

>-M =.:#!M

>-M :348SA

>-M :.6

NETWORKINB #RO"CT$

>-8 +assi*e +roducts

>-8 Acti*e +roducts

>-8 )ireless +roducts

>-8 Gate'ay +roducts

>-8 S8 +roducts

>-8 Media -on*erters

$EC"RITY #RO"CT$

>-8 nfo)all

>-8 nfoSecuAccess

>-8 nfoI+Ne

>-8 nfoSur*eillance

>-8 nfoSecuesk & Biometric 8o%on

>-8 nfoSecuesk & Smart-ard 8o%on

>-8 nfo8oadBalancer

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>-8 nfoAttendance

Y >-8 nfoAttendance & Biometric BN1 Series

Y >-8 nfoAttendance & Smart -ard SN1 Series

Y >-8 nfoAttendance & Biometric BN1&S- Series

>-8 nfoIMS

>-8 Smart 8ibrary Mana%ement System

>-8 Asset Mana%ement

>-8 EAS System KElectronic Article Sur*eillanceL

>-8 Stand Alone oor Access Solution & KN8 ;44L

>-8 Stand Alone oor Access Solution & KN8 344L

>-8 >and Geometry #eco%nition

>-8 >and Geometry 'ith Smart -ard

>-8 Smart -ard #eader

>-8 ual nterface Smart -ard -ombi #eaders

$TORABE $OL"TION$

HCL $t.rae $./ut%.ns

>-8 !A 3:44

>-8 NAS 6-8 nfostor S-S CB"

Fuantum $t.rae $./ut%.ns

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TO$HI'A NOTE'OOK$

+roduct 8ine&up

$OL"TION$

nfostructure Ser*ices

Net'orkin% Ser*ices

Security Ser*ices

!acilities Mana%ement Ser*ices

omestic >ard'are Ser*ices

$O@TWARE LICEN$E$

"*er*ie'

In:.stru6ture $erD%6es

THE NEE

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n the emer%in% net economy, T infrastructure +lays the role of a

+o'erful business enabler to impro*e your business processes, to

help you focus on your %oals and strate%ies and more importantly,

to help you ser*e your customers better( T nfrastructure demands

constant chan%e latest technolo%y,reliable operations and hi%h

a*ailability( 8eaders like you, in the process of selectin% the best of

breed in technolo%y, re/uire inte%ratin% different solutions from

*arious *endors( Thus a situation 'here you need a stron% reliable

and trusted partner committed to deli*er beyond just ser*ices(

HCL A8ANTABE

Stayin% competiti*e in today?s dynamic business en*ironment

means findin% ne' 'ays to reduce costs 'hile ma1imiin% the *alue

of your technolo%y and personal resources( More than e*er, your

ability to do more 'ith less determines ho' successful your

or%aniation 'ill be( That?s 'hay >-8 nsys helps you achie*e( By

channelin% our in&depth e1pertise %ained from o*er 6. years of T

omain e1perience( )e pro*ide a full band'idth of ser*ices

specifically desi%ned to meet your complete T needs( And as a

sin%le 'indo' for completin% business solutions 'here*er you are

located(((((((

)e make T possible to sa*e money(((((()E TE88 $" )>E#E

as 'ell as time (((((()E S>") $" >")

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$ "fferin%s for Business Empo'erment Kto the po'er nL

$OL"TION$&

The one stop shop solution center for all your T needs, customied

to meet and scale 'ith your uni/ue Business Needs(

$ER8ICE$&

A ran%e of *alue added ser*ices in T infrastructure operations and

mana%ement(

$"##ORT&

+an&ndia footprint of support and lo%istics locations( "*er 6;4

irect ser*ice support locations( Technically sound 'orkforce of o*er

3

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response and resolution ser*ices, thereby optimiin% your T

in*estments(

Net.r%n $erD%6es

Net'orks are multiplyin% day by day in

e*ery or%aniation( Systems are becomin%

more 0 more dependent on the a*ailability

of data resources of *arious departments D

di*isions D locations of an or%aniation and

thereby increasin% the load and re/uirements of Net'orks( The 'ell

kno'n net'orked applications such as Email, nternet D ntranet,

Group)are solution, #elational atabases render the users

completely in&effecti*e ser*ices, in the e*ent of net'ork shutdo'ns(

Net'ork Mana%ement in*ol*es Net'ork Monitorin% of Band'idth

tiliation, Net'ork Errors D -ollisions, Net'ork Troubleshootin%,

ay&to&day Net'ork "perations, Net'ork performance monitorin%,

Tunin% Net'ork "peratin% System and ad*ise action plan(

$ER8ICE O@@ERINB$

8iaison 'ith net'orkin% hard'are support pro*ider for all

hard'are related problems(

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se the NMS KNet'ork Mana%ement Soft'areL tool a*ailable

'ith the customer Kif not, then to be made a*ailableL to

monitor the functionin% of Net'ork(

se the special de*iceDsoft'are tool for monitorin% the

portDnet'ork traffic and take appropriate action or

recommend pre*enti*e actions( Ke*ice D Soft'are tool to be

made a*ailable by the customer(L

-o&ordinate 'ith cablin% 'arranty pro*iders for repair of

faulty points D cables and other related issues(

Setup Net'ork !ile System & N!S & -onfi%uration of files and

folders for sharin% across the net'ork(

Setup Net'ork nformation Ser*ice & NS

Setup omain Name Ser*ice & NS

Setup >etero%eneous Net'orkin%

Setup ynamic >ost -onfi%uration +rotocol & >-+

+ro*ide detail documentation for all the abo*e&mentioned

acti*ities(

@a6%/%t%es Manaement

Today T assets ha*e become 'idely distributed

and less *isible( Many or%aniations are spendin% a

*ery hi%h portion of their technolo%y bud%et on

soft costs like purchasin%, installin%, mana%in%,

administration, troubleshootin%, trainin%, recruitment, etc for

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supportin% the T >ard'are and Soft'are( So if your systems are

critical to the operation of your business, do'ntime can ha*e a

disastrous impact on production, customer satisfaction and

re*enues(

)e are in the business of helpin% customers to use their e/uipment

better( "ur !acilities Mana%ement Ser*ices are a comprehensi*e set

of ser*ices that helps customers to fully utilie their T in*estments

by impro*in% a*ailability, reliability and performance( )e achie*e

this by offerin% a complete portfolio of customied ser*ices and

e1pertise, from plannin% and desi%n to procurement, installation,

inte%ration, mi%ration assistance to system mana%ement, telephone

support and on&site hard'are and soft'are fi1es(

Throu%h our Total !acilities Mana%ement Solution, 'e offer a ran%e

of ser*ice options, customied to the specific re/uirements of yours(

These include@

& 7;:1691< Support for mission critical sites

& Ialue added Support Ser*ices

& System Administration

& >elpdesk Ser*ices

& Net'ork -onsultin%

& Net'ork mplementation and Mana%ement

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& Asset Mana%ement etc(

All this helps customer in deri*in% ma1imum *alue from the

in*estment in T hard'are and soft'are(

"ur lon%standin% association 'ith Global leaders like ntel,

Microsoft, >e'lett&+ackard, -isco, 8ucent, No*ell, "racle, SA+ etc(

has helped us %ain immense technical kno'led%e allo'in% us to

offer direct support to lar%e installation across di*erse platforms,

throu%h its committed professionals, e*en in the remotest of

locations(

The MI$ :%e/d

The field of mana%ement information systems KMSL is about all this

information, ho' it is collected, stored, retrie*ed, and manipulated(MS professionals make sure that the ri%ht information %ets to theri%ht humans at the ri%ht time, so they can do their jobs( MSprofessionals spend most of their time on computeried informationhandlin%(

MS is a field of study( )hat does that mean There are people'orkin% in thousands of firms doin% MS 'ork for their particularcompanies( Althou%h the details *ary from firm to firm, they all facemore&or&less the same problems, think about more&or&less the

same concepts, and use more&or&less the same methods(

t makes sense for MS people to share information 'ith each other(They form professional communities, like the Society fornformation Mana%ement (

There are standard skills that MS people in lots of differentcompanies use( Entity&relationship modelin% is an e1ample( $ou?lllearn about it later( There are lots more skills, like systems analysis,documentation, net'ork desi%n, pro%rammin%, etc(

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In:.rmat%.n systems

Amon% other thin%s, MS people build information systems( Aninformation system KSL is a collection of soft'are, hard'are, data,and other thin%s that supports tasks( t helps people do their jobs(

Suppose you 'ant to take uni*ersity classes( $ou use a re%istrationsystem to choose your classes( That?s an S( t helps you 'ith thetask of re%istration(

$ou buy a bur%er from Soylent Green !ast !ood Kmotto@ ser*in%customers since 3=

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-onnectin% the t'o are the MS humans( They kno' business, butnot as 'ell as the business humans( They kno' T, but not as 'ellas the computer %eeks( t?s the MS humans 'ho create the S thatblend business and T(

Maybe you like to do thin%s 'ith computers, thou%h don?t reallycare about ho' all the insides 'ork( And maybe you like business,but don?t 'ant to be an accountant(

Maybe you should think about bein% an MS human(

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That

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The term transaction processin% system is misleadin% if taken tooliterally( Transaction processin% is a functionthat an S does, not acate%ory of S(

?ll use the term T+S as a con*enient shorthand for an S thatmainly processes business transactions( t?s a common term in theMS field( But don?t think there are strict boundaries bet'een Sthat process transactions and S that do other thin%s( "ne S can dolots of different thin%s(

T+S are desi%ned to match business processes( !or e1ample, thepost office needs to kno' Ann?s address to deli*er her packa%e(That means her address needs to %o on the shippin% label( That

means that the address needs to be in the database Kso the printin%pro%ram can put it on the labelL( That means that that Toby needsto enter the address in the database( So someone 'rites a pro%ramthat sho's a screen like that in !i%ure 3(

-reatin% a %ood T+S isn?t just a matter of kno'in% the technolo%y,but kno'in% the business processes as 'ell( n fact, the mostcommon reason that T+S projects fail is that they don?t match thebusiness processes they 'ere supposed to support( A key to Ssuccess is that the people 'ho kno' the technolo%y ha*e to 'ork

closely 'ith the people 'ho kno' the business processes(

Aut.mat%.n

8et?s %o back to processes( >ere?s somethin% important@

Many business processes are partly or completely automated(

Suppose you 'ant to re%ister for classes at a uni*ersity( n the"lden ays, it 'as a paper process( $ou mi%ht be %i*en a time slotfor re%istration, maybe 9&:pm on Tuesday( This 'ould be the time

you could enter the re%istration center( The re%istration process'ould often take lon%er than one hour(

$ou 'ould %o to some lar%e space, like a %ym, that had beentemporarily con*erted to a re%istration center( $ou?d stand in line atthe %ym entrance( E*entually, you?d be %i*en an enrollment form(

Each department Ksociolo%y, mathematics, etc(L 'ould ha*e its o'ndesk( At the desk 'ould be people from the department@ professors,secretaries, %rad students((( anyone they could find( The uni*ersity

'ould also hire part&time people just for re%istration(

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$ou?d take the enrollment form to a desk( A 'orker 'ould ha*e asheet of paper for each class( f there 'as room in the class, the'orker 'ould check that you had the prere/uisite courses( Thatmi%ht in*ol*e a trip to a file cabinet in a bank of cabinets alon% one'all, to %et your transcript( f you had the prere/uisite courses, the

'orker 'ould add your name to the list, and fill in and si%n yourenrollment form( Then you?d %o to the ne1t desk(

"nce you?d %ot the classes you needed, you 'ould stand in line atanother desk, 'here someone 'ould check your enrollment form( fall 'as "P, the form 'ould be dropped into a basket for processin%(f not, back you %o to the desks(

#e%istration 'as e3ens%De and 3a%n:u/ for e*eryone in thosedays(

Today, re%istration is online( $ou re%ister from home, a coffee shop,or 'here*er you like( Start your )eb bro'ser, and %o to there%istration system( 8o% in, and select your classes( $ou 'ill not beable to select classes that are full( The re%istration soft'are 'illcheck your prere/s( f all is "P, you confirm your selections, and lo%off( That?s it(

The re%istration S has dramatically chan%ed the business process(No need for a re%istration center( No need for faculty to become

temporary re%istration 'orkers( !aster, easier, cleaner, and cheaper(

Notice 'hat?s %oin% on( The re%istration process is no' embeddedin the re%istration soft'are( The softwaredoes thin%s like checkin%for prere/s( t all happens 'ithout any attention from anyone(

Also, kno'led%e about ho' to re%ister students is no' embedded inthe re%istration soft'are(

8ater in the book, 'e?ll talk a lot about automatin% processes( The

point here is that businesses come to rely on S like the re%istrationsystem( They cannot do 'ithout them(

f you 'ant to understand the business you run or 'ork for, youneed to understand the processes embedded in the S( Not all thetechnolo%y necessarily, but the processes( f you 'ork in studentre%istration at a uni*ersity, ho' can you understand re%istration ifyou don?t understand prere/ checkin% f you 'ork in a mort%a%ebank, ho' can you understand mort%a%e appro*al if you don?t kno''hat the mort%a%e appro*al S does

E*en 'hen an S automates a business process, you can?t

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understand that part of the business if you don?t understand 'hatbusiness decisions the S is makin%(

3( My 'ife and business partner, Ann, says that the old re%istration

process had a bi% ad*anta%e( )hen you 'ere standin% in line, you%o to meet people, and make dates( E*erythin%?s a trade off(

Try a T#$

$ou can try a T+S( t?s been installed on MS&Book(-om for you tomess 'ith( 8ook at the list of demonstration soft'are, and selectBad%er( t?s a simple personal finance application(

Bad%er lets you handle routine transactions( >ere?s a screen for adeposit@

!i%ure 3( eposit screen

t?s not a comple1 pro%ram( $ou use it record a transaction, thenthe ne1t one, then the ne1t one, then the ne1t one(((

Bad%er 'ill sho' simple reports, 'ith thin%s like current balances(

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!i%ure 6( Balances

Simple, repetiti*e business transactions( Not the most e1citin% thin%in the 'orld( But you musttrack this information(

e6%s%.n su33.rt

$tru6tured 3r.6ess@ a process 'here the steps needed to

complete a task are kno'n ahead of time(

That means that the people 'ritin% the pro%rams to support thetask kno' Kin principleL 'hat the pro%rams ha*e to do, before theystart 'ritin% them( t also means that the dudes trainin% Toby and8ucretia kno' 'hat they should train them to do( "f course, thin%sdon?t %o smoothly in practice, but let?s keep thin%s easy for themoment(

Not all tasks are as strai%htfor'ard(

"nstru6tured 3r.6ess@ a process 'here the steps needed tocomplete the process are not kno'n before it is be%un(

e6%s%.n su33.rt t../%t@ A collection of soft'are that helpsbusiness people make decisions( t?s a toolkit, rather than aninte%rated system(

ifferent people ha*e their o'n toolkits, dependin% on 'hat taskthey do, their particular skills, and their preferences(

There is another term you?ll see@ decision support system KSSL( prefer the term ST, since the 'ord system in SS implies aninte%rated packa%e you buy to support decision tasks( ST aren?tlike that( nstead, you collect the tools you need( !or e1ample, foryour job, you mi%ht use Microsoft E1cel, Microsoft Access, thestatistical packa%e SAS, -rystal #eports, and a )eb bro'ser(Ty3es .: MI$ 5.4s

There are lots of different MS jobs( >ere are the main ones(

Systems analyst( Their job it is to understand, document, and

desi%n business processes( They connect business strate%ies

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and T( Systems analysis is one of the most important MSjobs(

e*elopers( These are the people 'ho create soft'are, or

adapt e1istin% soft'are to meet chan%in% business %oals( They'rite pro%rams, create databases, and other thin%s( )hen they'rite pro%rams, they focus on pro%rams that ser*e businessneeds( They tend not to mess around 'ith the %uts of thetechnolo%y(

ser support( These people help users %et the most from a

company?s T in*estment( They man help desks, do trainin%,troubleshoot problems, 'rite user manuals, and other thin%s(

Technical support( These people help keep computers,

soft'are, and net'orks runnin%( They plan soft'are up%rades,do some security 'ork, and other thin%s( There are some MSpeople here, but this is 'here computer science %raduatesreally shine(

Many MS professionals 'ork in a company?s central T department(

>o'e*er, these days some MS professionals 'ork in functionalareas as 'ell( t?s not unusual for, say, the accountin% departmentto ha*e its o'n MS people, separate from the main T department(They %et to kno' the accountin% function 'ell, and can offer bettersupport(

The bottom line is that MS professionals are in demand, and 'illcontinue to be( Because MS jobs are a mi1 of business and T, theyare hard to mo*e offshore(

MARKETINB AN $ELLINB $TRATEBIE$

No' days e*ery companies playin% strate%ies so as to attractcustomers and increase re*enues and also customer base( +ent&updemand, attracti*e price points and economic stability propelled +-%ro'th( +-s are actin% as entertainment centers 'ith TIfunctionality, supported by the di%ital sound e1perience and lar%escreen displays(Mr( +aul added, As part of our strate%y to sustain the number oneslot, 'e plan to introduce ne' products that ha*e been desi%nedbearin% the customer needs in mind( )e hold numerous user meets

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across the country e*ery year to %et customer feedback and thesene' launches are a result of this painstakin%, yet re'ardin%e1ercise,

>-8 nsys, a technolo%y inte%rator, offers its customers technolo%y

solutions across multiple platforms( This is as a result of itse1pertise in de*elopin% state&of&the&art indi%enous enterprisesolutions understandin% of the net'orkin% technolo%y its desi%ncapabilities in product en%ineerin% inte%ratin% di*erse hard'arecomponents and its access to specialised technolo%y for turnkeyprojects throu%h partnerships 'ith *arious 'orld class players( )itha definite and distinct focus on enterprise solutions and personalcomputers, >-8 nfosystems K>-8 nsysL has direct customerser*ice centres at 397 locations, ; soft'are e1port factories and astate&of&the&art manufacturin% facility(

>-8 nsys has fi*e o*erseas business entities in S, P, Australia,Sin%apore and Malaysia( >-8 nsys manufacturin% process are S"=443 certified, 'hile its soft'are de*elopment processes ha*eachie*ed SE -MM 8e*el 9( The company has recently set up annternet subsidiary called >-8 nfinet 8imited that 'ill pro*ide *alueadded nternet ser*ices in the B6B and B6- areas( )ith a missionstatement to pro*ide 'orld&class information technolo%y solutionsand ser*ices to enable its customers to ser*e their customers better,>-8 nsys is settin% ne' standards of information technolo%y in

ndia

At present in the market many of telecom companies are runnin%their business( They introduce their product forcibly, in this 'ay >-8nfosystem 8td( ifferentiate itself 'ith their successful marketin%strate%y( >-8 nfosystem 8td( telecom technolo%y?s position relati*eto these dri*ers@

#r%6e&>-8 nfosystem 8td adopts a strate%y to sell theirproduct on GS0 rate contract these are the %o*ernmentappro*ed rate contract( So there is no doubt in%o*ernment purchases(@eatures&)ithin the %i*en product module, companyintroduce best business communication technolo%y ie( ++BF( it consist number of feature($erD%6e O::er%n&>-8 nfosystem is only a company topro*ide direct customer ser*ices to their customer( n this'ay company pro*ide best ser*ices to their customer(#r.du6t @/e%4%/%ty&>-8 Telecom Technolo%y 'ill stri*e tomaintain a lead in the ability of the operator to easily add

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schemes and re&confi%ure the system( n addition, >-8Telecom Technolo%y 'ill maintain an openen*ironment( >-8 technolo%y is easy to install 0 easy touse(8end.r E3er%en6e& >-8 nfosystem 8td( 'ill follo' a

stepped strate%y to be sure 'e under&commit and o*er&deli*er to our customers( >-8 nfosystem 8td has a joint*enture 'ith best *endor and suppliers of like Aastra,tadiran -oral etc(

THE ECI$ION MAKINB #ROCE$$

ecision makers, 'ho are used to dependin% on their paste1periences, must make decisions and take actions in the rapidlychan%in% 'orld'e face today( n this turbulent en*ironment, theability to successfully *ie' the current situation throu%h thetraditional %ood jud%ment *ie'point is 'eakened throu%hincreasin% e1ternal noise Ka multitude of information sources onmultiple topicsL and chan%in%(

' u y e r 4 e h a D % . r * e 6 % s % . n * M a % n # r . 6 e s s

#esearch su%%ests that customers %o throu%h a fi*e&sta%e decision&

makin% process in any purchase(

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This is summarised in the dia%ram belo'@

This model is important for anyone makin% marketin% decisions( tforces the marketer to consider the 'hole buyin% process ratherthan just the purchase decision K'hen it may be too late for abusiness to influence the choiceZL

The model implies that customers pass throu%h all sta%es in e*erypurchase( >o'e*er, in more routine purchases, customers oftenskip or re*erse some of the sta%es(

A customer can obtain information from se*eral sources@

+ersonal sources@ family, friends, nei%hbors etc(

-ommercial sources@ ad*ertisin% salespeople retailers

dealers packa%in% point&of&sale displays(

+ublic sources@ ne'spapers, radio, tele*ision, consumer

or%aniations specialist ma%aines(

E1periential sources@ handlin%, e1aminin%, usin% the product

#esearch su%%ests that customers *alue and respect personalsources more than commercial sources Kthe influence of 'ord ofmouthWL( The challen%e for the marketin% team is to identify 'hichinformation sources are most influential in their tar%et markets(The final sta%e is the post&purchase e*aluation of the decision( t is

common for customers to e1perience concerns after makin% apurchase decision( This arises from a concept that is kno'n as

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co%niti*e dissonanceW( The customer, ha*in% bou%ht a product, mayfeel that an alternati*e 'ould ha*e been preferable( n thesecircumstances that customer 'ill not repurchase immediately, but islikely to s'itch brands ne1t time(

To mana%e the post&purchase sta%e, it is the job of the marketin%team to persuade the potential customer that the product 'illsatisfy his or her needs( Then after ha*in% made a purchase, thecustomer should be encoura%ed that he or she has made the ri%htdecision

C"$TOMER RELATION$HI# MANABEMENT (CRM,

Cust.mer Re/at%.nsh%3 Manaement K-#ML refers to themethodolo%ies and tools that help businesses mana%e customerrelationships in an or%anied 'ay(

-#M is a term that is often referred to in marketin%( >o'e*er,there is no complete a%reement upon a sin%le definition( This isbecause -#M can be considered from a number of perspecti*es( nsummary, the three perspecti*es are@

+! CRM :r.m the In:.rmat%.n Te6hn./.y #ers3e6t%De!!rom the technolo%y perspecti*e, companies often buy into

soft'are that 'ill help to achie*e their business %oals( !or many,

-#M is far more than a ne' soft'are packa%e, the renamin% oftraditional customer ser*ices, or an T&based customer mana%ementsystem to support sales people( >o'e*er, T is *ital since itunderpins -#M, and has the payoffs associated 'ith modern

technolo%y, such as speed, ease of use, po'er and memory,and so on(

2! CRM :r.m the Cust.mer L%:e Cy6/e (CLC, #ers3e6t%De!The -ustomer 8ife -ycle K-8-L has ob*ious similarities 'ith

the +roduct 8ife -ycle K+8-L( >o'e*er, -8- focuses upon the

creation of and deli*ery of lifetime *alue to the customer i(e( looksat the products of ser*ices that customers need throu%hout theirli*es( t is marketin% orientated rather than product orientated(Essentially, -8- is a summary of the key sta%es in a customer?srelationship 'ith an or%aniation(

! CRM :r.m the 'us%ness $tratey #ers3e6t%De!The Business Strate%y perspecti*e has most in common 'ith

many of the lessons and topics contained on this 'ebsite, andindeed 'ithin the field of marketin% itself( The dia%ram belo' sho'sthe Marketin% Teacher Model of -#M and Business Strate%y( "urmodel contains three key phases & customer ac/uisition, customer

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retention and customer e1tension, and three conte1tual factors &marketin% orientation, *alue creation and inno*ati*e T(

CRM MOEL

A 6.mm.n/y 6%ted de:%n%t%.n .: CRM %s that .: CRM ("K, Ltd(2002,- as:.//.s&

-ustomer #elationship Mana%ement is the establishment,

de*elopment, maintenance and optimiation of lon%&term mutually*aluable relationships bet'een consumers and or%aniations( Therelationship deli*ers *alue to customers, and profits to companies(The relationship is supported Kbut not dri*enL by cuttin% ed%e T( Thebusiness strate%y is based upon the recruitment, retention ande1tension of products, ser*ices, solutions or e1periences tocustomers( This is the core of -#M(

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$"BBE$ION AN RECOMMENAATION

>-8 is ha*in% lar%e number of channel partners but it is notsupportin% 0 takin% care all of them e/ually 'hich results inincreasin% discontentment amon% ne' channel partnersbecause its not possible for company to support all of theme/ually( -ompany should take some positi*e action a%ainst it(

-ompany e1ecuti*e should pay proper attention to'ardscheckin% of *arious components of +- and telecom before end

user deli*ery( "ther'ise it tends to'ards defame of brandname in comparison to ri*als(

Need to e1pend customer care center as the consumer baseof >-8 nfosystems is increasin% 'ith tremendously fast pace(

+roper attention should be paid for ad*ertisement plannin%other'ise it may lead to problem for dealer and customer as'ell as for company(

-ompany should tie up 'ith some e*ent mana%ementcompany to or%anie *arious promotional acti*ities likecanopy, -arni*al(

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'I'LIOBRA#HY

Modern Applications of 8ife nsurance by >( -( Mehta and #(

-( -hadha(

Business standard

Business Today

The Economics Times

#esearch Methodolo%y by -(#( Pothari(

Marketin% Mana%ement by +hilip Potler

'''(hclinfosystems(com

'''(%oo%le(co(in

'''('ikipedia(or%