A
Project Study Report
On
Training Undertaken at
Titled
“CORPORATE SELLING
&
FEEDBACK”
Submitted in partial fulfilment for the
Award of degree of
Master of Business Administration
Submitted By: - Submitted To:-
Mohd. Imran Gunjan mam
MBAPart II Astt. Prof.
2010-2012
Certificate from the Company
Management & Commerce Institute of Global Synergy, Ajmer
PREFACE
Modern organizations are highly complex and dynamic systems. TheyOperate under very turbulent social economic and political environment. They arerequired to reconcile several incompatible goals. Conflicting roles and divergentinterest they are also fraught with the use risk and uncertainties, hence tactfulmanagement of such organization to plan to execute guide, coordination andcontrol the performance of people to achieve predetermined goals. Managementhas to keep the organization vibrant moving and in equilibrium. It has to achievegoal which themselves are changing it is therefore a problem highly complex andticklish.The marketing research is the process which links to manufacture, dealersand individuals through information in important part of curriculum of PostGraduate Diploma in Management, programme is project taken by the students inany business organization, after completion of third trimester of the programme.The objective of this project is to enable the students to understand theapplication of the academics in the real business life. I am fully confident that thisproject will be extremely useful to the management.
Acknowledgement“Acknowledgement is an art, one can write glib stanzas without meaning a
word, on the other hand one can make a simple expression of gratitude.”
Industrial training is an integral part of any Master of Business Administration program and for that purposes I had joined a company what else can be as good as HCL Infosystems Ltd, India's premier information enabling company.
I take the opportunity to express my gratitude to all of them who in some or other way helped me to accomplish this challenging project in HCL Infosystems Ltd. No amount of written expression is sufficient to show my deepest sense of gratitude to them.
I am very thankful to External Guide, Mr. Pawan kalyani, Front Line Divison, HCL Infosystems Ltd., Ajmer and very grateful to Prof Gunjan, Faculty Department of IT Management,Global Ajmer for their everlasting support and guidance on the ground of which I have acquired a new field of knowledge. The course structure created for this curriculum has benefited with the inclusion of recent development in the organizational and managerial aspects.
Lastly, I am thankful to all the member of HCL Infosystem Ltd, Noida, which has given me valuable information in the part of my project.
I express my sincere thanks to my project guide, Mrs. Gunjan mam, Designation Asst. Prof.,
Dept IT, for guiding me right form the inception till the successful completion of the project. I
sincerely acknowledge him/her/them for extending their valuable guidance, support for
literature, critical reviews of project and the report and above all the moral support he/she/they
had provided to me with all stages of this project.
I would also like to thank the supporting staff MR. Pawan Kalyani sir, Ms Shalini mam (IT&
Marketing) Department, for their help and cooperation throughout our project.
(Signature of Student)
(MOHD. IMRAN)
EXECUTIVE SUMMARY
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
requirements.
The menu of HCL Insys 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, Sysytems 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 corporates include VPNs, ASP offerings, Co Location/
hosting, CDNs, security, corporate internet telephony solutions, technical and consumer help desks,
24/7 Network Operations Centre monitoring and a host of
valu+-------------------------------------------------------*
TABLE OF CONTENTSNo. Title Page No.
1. Introduction to the Industry 1
2. Introduction to the Organization 2
3. Research Methodology 3
3.1 Title of the Study 4
3.2 Duration of the Project 5
3.3 Objective of Study 6
3.4 Type of Research 7
3.5 Sample Size and method of selecting sample 8
3.6 Scope of Study 9
3.7 Limitation of Study 11
4. Facts and Findings 12
5 Analysis and Interpretation 13
6. SWOT 15
7. Conclusion 18
8. Recommendation and Suggestions 19
9. Appendix 34
10 Bibliography 50
1. Introduction to the Industry
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 with in 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, wit an initial equity of Rs.1.83 Lacs.
2. Introduction to the Organization
HCL Technologies Ltd.
Type
Public
Traded as
BSE: 532281
NSE: HCLTECH
Industry IT Services
Founded November 12, 1991
Founder(s) Shiv Nadar
Headquarters Noida, UP, India
Area served Worldwide
Key people Shiv Nadar (Chairman & CSO)
Vineet Nayar (VC & CEO)
Revenue US$ 3.7 billion (2011)
Employees 80,520 (2011)
Parent
HCL Website www.hcltech.com
HCL Technologies Ltd. is an Indian IT major led by its Vice-Chairman and CEO Vineet
Nayar. It is the IT services arm of HCL Enterprise, a US$6.0 billion global Technology and
IT Enterprise. HCL Technologies is fourth largest IT company in India and is ranked 48 in
the global list of IT services providers.[1] HCL Technologies, along with its subsidiaries, had
consolidated revenues of US$3.7 billion, as on 30 Sept 2011 (on LTM basis), and employs
more than 80,520 people of diverse nationalities. HCL Technologies has global network of
offices in 26 countries. The company is listed on the National Stock Exchange and Bombay
Stock Exchange of India.
History
HCL Technologies is one of the two businesses – both of them separately listed in India –
falling under the corporate umbrella of[2], with combined annual 2011 revenues of US$ 6
billion. HCL Enterprise was founded in 1976 and is one of India's original IT garage start
ups.
HCL Technologies is a relatively young company, formed in 1991 when HCL's R&D
business was spun off to focus on the growing IT services industry. During last 15 years,
HCL has expaned its service portfolio in IT applications (custom applications for industry
solutions and package implementation), IT infrastructure management, and business
process outsourcing, while maintaining and extending its leadership in product engineering.
Services
This section may be written like an advertisement. If so, please help rewrite this
section from a neutral point of view. (June 2011)
HCL provides services across SIX Business Lines -
• Engineering and R&D Services (ERS) - offering services in Hardware, Embedded,
Mechanical and Software Product Engineering.
• Enterprise Transformation Services (ETS) - offering services in the areas of Process
Transformation, Data Management, Integration Services, Architecture Services, Disruptive
Technology Services, IT Strategy, and Change Management.
• Business Processing Outsourcing (BPO) - division of HCL Technologies Limited has
delivery offices across India, UK and USA.[3]
• Custom Application Services, - includes customized IT Applications development,
support & maintenance.
• IT Infrastructure Management - focuses on End User Computing Services, Data
Center Services, Cross Functional Services, Enterprise Network Services, Security
Services, Integrated Operation Management, and Mainframe & AS400 Services.
• Enterprise Application Services (EAS) - focuses on areas like in ERP, SCM, CRM,
HCM, EPM, BI and Middleware. This group is now part of HCL AXON, subsidiary of HCL
Technologies, formed after HCL Tech acquired Axon Group plc for £440m cash offer in
2008.[4]
Industries
HCL serves a broad range of industries including Financial Services, Education, Hi-tech &
Manufacturing, Aerospace & Defense, Telecom, Retail & CPG, Life Sciences, Healthcare,
Media & Entertainment, Travel, Transportation & Logistics, Automotive, Government,
Energy & Utilities.
Management Philosophy
In 2005, HCL Technologies commenced on an internal management transformation
program. Vineet Nayar, President in 2005, introduced a new working model & philosophy
'Employees First’, making employees at the center of the change in the organization. The
philosophy recognizes employees as strategic elements of an organization. It democratizes
the company's functions and its way of working. Today, this unique management
philosophy has been recognized and praised worldwide for empowering employees to
become the drivers of growth.
The philosophy has been the subject of a Harvard Business School case study and have
prompted Fortune magazine to characterize the company under his leadership as having
“the world’s most modern management.” HCL has been cited by BusinessWeek as one of
five “most influential emerging companies,” and it was named Best Employer in India by the
global human resources services company Hewitt Associates.
Recently, HCL ws announced as one of the most Democratic Workplaces by WorldBlu.
Acquisitions and Joint Ventures
The company acquired Capitalstream, a US BFSI product company for US$40 million in
February 2008.[5] Capitalstream's FinanceCenter product is an addition to HCL's current
product addressing the BFSI market - Penstock, the product that HCL launched in 2007.[6]
On 15 December 2008, HCLT acquired the UK based AXON Group for US$658 million,
which was
Leadership Team
VINEET NAYAR
Vice Chairman & CEO, HCL Technologies
Vineet Nayar is Vice Chairman and Chief Executive Officer of HCL Technologies Ltd. (HCLT), a $3.5 billion global information technology services company and author of the highly acclaimed management book “Employees First, Customers Second: Turning Conventional Management Upside Down” (Harvard Business Press, June 2010).
He is also an acknowledged management visionary and a radical thinker who architected the company’s “Employee First, Customer Second (EFCS)” strategy, which transformed HCL’s business, starting in 2005. This managerial approach was created to drive an
inverted organizational structure, create transparency and accountability within the organization and to encourage a value-driven culture.
Vineet joined HCLT in 1985 after earning his MBA from XLRI, a leading business management school in Asia. In 1993, he founded Comnet, where he incubated the Remote Infrastructure Management (RIM) industry, which is today a multi-billion dollar IT outsourcing segment. At Comnet, Vineet also developed and implemented many ground policies and practices, which are core to the EFCS philosophy.
In 2005, Vineet became President of HCL Technologies and during the next five years, he led a remarkable turnaround whereby the company expanded its employee base from 30,000 to more than 75,000, while tripling revenues and doubling its market cap. In 2007, Vineet was designated as the company's CEO and, subsequently, its Vice Chairman in November 2010. During that time, HCLT joined Apple, Google, Lenovo and Cognizant as one of five technology companies in the world with revenues above $2 billion to achieve compound annual growth rate (CAGR) of more than thirty percent. Additionally, since 2007, HCLT stock has consistently and significantly outperformed the broader index (Sensex), delivering among the best sector return at more than 34 percent in the last year and greater than 100 percent during the past three years.
Under Vineet’s leadership, HCLT has been named “Best Employer” in India and Asia by Hewitt Associates, a “Best Employer in UK” by CRF Institute, “Workforce Management Optimas Award for HR Innovation” in the U.S. and among the world’s “Most Democratic Workplaces” by WorldBlu.
Vineet has emerged as a global thought leader and has been lauded by government leaders, business publications and influencers worldwide for his visionary strategy, his ability to create an entrepreneurial culture, and his warm-hearted, straight-talking approach. His book “Employees First, Customers Second” received rich praise from influencers like the late C.K. Prahalad, Tom Peters, Gary Hamel, Ram Charan and Victor Fung. BusinessWeek named HCLT as “one of the world’s most influential companies” while Fortune recognized HCL as “the world’s most modern management.” Additionally, the company’s innovative management practices have been presented as case studies at Harvard Business School and London Business School.
Today, Vineet represents HCLT at many prestigious national and international forums. He is a Governor for the ICT Industry and a member of the Global Advisory Board of Women Leader's and Gender Parity Program at the World Economic Forum (WEF). He is also a Community Partner of the Forum of Young Global Leaders at WEF. Vineet has been invited as a ‘Mentor’ (Co-Chair) of WEF’s 2011 Annual Meeting of New Champions conference. He was also invited to join G100, an elite group of CEOs of the world's largest and most significant companies. In addition, Vineet is a member of board of governors of XLRI and Chairman of NASSCOM’s (National Association of Software & Service Companies) Forum on RIM.
Vineet has not restricted his value driven leadership to the corporate world. He established a non-profit organization called SAMPARK in 2004, which has a vision of "creating a million smiles." SAMPARK is working with ill equipped schools in India to improve the quality of education through the “Teach the Teacher” program, investing in basic infrastructure and creating science labs in schools. SAMPARK also funds engineering education for students from these schools by providing scholarship to meritorious students, thereby increasing the opportunity for young and bright minds to pursue education in engineering. Vineet has also
been honored with the “Beacon of Hope” award by the 2009 Asha for Education, NYC/NJ Chapter.
Vineet holds a graduate degree in mechanical engineering and a master’s in business administration. He spends his spare time reading management strategy and writing. He hosts two blogs, one at Harvard Business Review, http://discussionleader.harvardbusiness.org/nayar, and another at http://www.vineetnayar.com
Business Lines
• Business Services
HCL's Business Processing Division (BPO) offers a comprehensive service range... www.hclbpo.com
• Enterprise Application Services
HCL's Enterprise Application Services adopt a platform based approach, fuelling business optimization ...
• Custom Application Services
HCL's application development, maintenance and consulting services help increase productivity, reduce total cost...
• Enterprise Transformation Services
HCL Enterprise Transformation Services (ETS) assists our forward-looking customers...
• Engineering and R&D Services
HCL offers comprehensive range of R&D and Technology services to Component Vendors, OEMs, ODMs and ISVs...
• IT Infrastructure Management
HCL's Infrastructure Services Division (ISD) is India's leading IT services provider.www.hclisd.com
Industry Sectors
• Aerospace and Defense
Avionics, Engineering Design, Defense, IT Applications, Manufacturing Services
• Energy and Utilities
Electric, Water, Waste and Recycling Management
• Healthcare
Providers, Payers Pharmaceuticals
• Medical Devices
Concept, Design, Prototype and Validation, Clinical Trials
• Semiconductors
Hardware Product Engineering Services, Embedded Engineering Services, Electrical Engineering & Prototyping, Mechanical Engineering Services
• Travel, Transportation & Logistics
Travl, Logistics, Railroads
• Automotive
Sub-system Experience and Services, Engineering Services, Testing Services , IT Services, Enterprise Application Services
• Financial Services
Retail & Corporate Banking, Capital Market Services, Insurance
• Independent Software Vendors
Powering Revenue Growth, Transforming R&D, Transforming Business Operations, Enterprise Application Services, Enterprise Transformation Services, Infrastructure Services, Business Aligned IT Framework
• Media & Entertainment
Publishing, Business Information Services, Gaming ,New Media
• Servers and Storage
Servers and Storage Services, BAIT Business Aligned IT Framework, Managed Services, Enterprise Application Services, Infrastructure Services, BPO Services
• Hospitality
Reservation & Bookings, Customer Acquisition & Retention, Revenue Management System, Sales Incentive Management System, Key Account Management System, Mobility
• Consumer Electronics
Service Offerings
• Government
Capability and Offerings, HCL Differentiators, iGOVERN Solutions
• Industrial Manufacturing
Manufacturing and Execution Systems, Enterprise Application Services, Infrastructure Services, Enterprise Transformational Services, Lean Manufacturing, Business Aligned IT Framework
• Retail & Consumer
Planning, Merchandising and Demand Intelligence, Supply Chain Management, In-Store and Corporate Systems
• Telecom
Engineering Cost Optimization, Ticket Life Cycle Management, Advanced Technologies Empowerment Services
Everything HCL
• Geo Spread
Australia & New Zealand, China, Europe, Hong Kong, India, Japan, Latin America, Malaysia, Middle East, Singapore, US
• About Us
The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage start-ups. Its range of offerings...
• Investors
The trust and confidence our stakeholders exhibited in us is fundamental to our business. In an endeavor to build on...
• Partners
EMC, Microsoft, SAP, TIBCO, Oracle
• Services +
'Services +' focuses on some of the future looking and business oriented services of HCL aimed at creating more...
• Careers
At HCL, we believe in 'EMPLOYEES FIRST'...we have a Five Fold Path to Individual Enlightenment....
• Analysts & Advisors
Register and share the latest presentations on HCL's strategic direction, key service propositions and alerts....
• News & Media
See How HCL is making strides in Media and News...
• Events
Meet at HCL's enlightened individuals in the upcoming events.
• Webinars
Listen and share your views with industry experts in our upcoming webinars...
3. RESEARCH METHODOLOGY
RESEARCH PROBLEM
• HCL Corporate selling and feedback and market share of HCL and compared to other IT
companies.
• The business of HCL and the company through its researchers wants to know the
potential in order to expand and retain its market share.
RESEARCH DESIGN
• Determined the Information Sources: The researcher gathered data through secondary
sources.
• PRIMARY DATA is collected through questionnaire, search and research through place
where today's computer has been mostly used.
• SECONDARY DATA is being search sites like magazines, newspapers, journals,
websites and the data has been collected through other approaches.
DATA COLLECTION
The researcher collected information through the 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 IT 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
companies of IT sectors and corporate selling and feedback of HCL.
INSTRUMENT USED
The researcher for the research used a Questionnaire cum Schedule for market research for
both the segments horizontal and vertical. The Questionnaire was prepared by the researcher
and Schedule was provided by the company in which the researcher did its research report.
RESEARCH PROBLEM
• HCL Corporate selling and feedback and market share of HCL and compared to other IT
companies.
• The business of HCL and the company through its researchers wants to know the
potential in order to expand and retain its market share.
RESEARCH DESIGN
• Determined the Information Sources: The researcher gathered data through secondary
sources.
• PRIMARY DATA is collected through questionnaire, search and research through place
where today's computer has been mostly used.
• SECONDARY DATA is being search sites like magazines, newspapers, journals,
websites and the data has been collected through other approaches.
DATA COLLECTION
The researcher collected information through the 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 IT 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
companies of IT sectors and corporate selling and feedback of HCL.
INSTRUMENT USED
The researcher for the research used a Questionnaire cum Schedule for market research for
both the segments horizontal and vertical. The Questionnaire was prepared by the researcher
and Schedule was provided by the company in which the researcher did its research report.
SAMPLE SIZE
Sample size for the research is fixed. It counts to 55. That is the HCL companies and corporate
selling and feed of HCL in comparison between other IT sectors.
DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATIOIN
SAMPLE SIZE : 55
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.
Using branded computers
Using assembled computers
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
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
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
Laptops brand Total Nos.
HCL 11
Toshiba 19
Lennovo 13
Others 12
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.
Facing problems
Not facing problems
Not yet encountered
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
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
3.1 TITLE OF THE STUDY
Corporate Selling and Feedback for HCL
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 requirements.
The menu of HCL Insys 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, Sysytems Supports and network and Internet Implementation.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.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 corporates include VPNs, ASP offerings, Co Location/ hosting, CDNs, security, corporate internet telephony solutions, technical and consumer help desks, 24/7 Network Operations Centre monitoring and a host of value added networking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon calling cards and VoIP telephony devices. Objectives:Management ObjectiveTo fuel initiative and foster activity by allowing individuals freedom of action and innovation in attaining defined objectives.People ObjectiveTo help HCL Insys people share in the company’s success, which they make possible; to provide job security based on their performance; to recognize their individual achievements and to help them gain of satisfaction and accomplishment from their work.Core Values¨ It is uphold the dignity of individual¨ It is honour all commitments¨ It is committed to quality, Innovation and growth in every endeavor¨ It is responsible Corporate Citizens. Recommendations & Suggestions:
• Ø 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.
• Ø Company executive should visit dealers on regular basis.• Ø They Should pay proper attention towards checking of various components of PC before end
user delivery. Otherwise it tends towards defame of brand name in comparison to rivals.
• Ø Need to expend customer care center as the consumer base of HCL Infosystem is increasing with tremendously fast pace.
• Ø Proper attention should be paid for advertisement planning otherwise it may lead to problem for dealer as well as for company.
• Ø Company should tie up with some event management company to organize various promotional activities like canopy, Carnival.
• Ø Company should make policy for fixed end user price for all dealers so that fair game will be played & dealer would not to compromise on their margin.
Limitations:Every project has some limitations even the researcher came across some limitations while working on the project which made the analysis a little inappropriate at times. Some of the basic limitations faced during the research are listed below:l Only limited number of authorized, companies and other areas where it has been found 55 players was covered in the study.l Most of the research was based on cold calls, so then visited many places i.e. authorized and local areas and where it had not responded much.l There was a bias on the part of the respondents.l Companies that were contacted through telephone at times did not give correct information to the researcher.l The IT manager or the person heading the IT Department did not have the rights to give the authorized official information to people other then the members of the official itself and the high officials.l At times there was a problem of non response from the hospitals, companies and other authorized and unauthorized areas which affected the result of the project being done by the researcher. Conclusion:Marketing is a very crucial activity in every business organization. Every product produced within an industry has to be marketed other wise it will remain as unsold stock, which will be of no value. I have realized this fact after completion of my summer training project. Despite of various difficulties and limitations faced during my summer training project on the topic “Corporate Selling and Feedback ”. I have tried my level best to find out the most relevant information for the organization to complete the assignment that was given to me. After completion of my summer training project I have gained several experiences in the field or sales marketing. I have got the opportunity to meet various people, which fluctuate in different situation and time. This summer training project has given me the opportunity to have first experience in the corporate world. Theoretical knowledge of a person remains dormant until it is used and tested in the practical life. The training has given to me the chance to apply my theoretical knowledge that I have acquired in my classroom to the real business world. I have completed my summer training project in which are involved in its successful completion. In spite of few limitations and hindrance in the summer training project I found that the work was a challenge and fruitful. It gives enough knowledge about the computers market and the distribution process undertaken by an organization. This summer training project has enabled my capability in order to manage business effectively and in my career in future.
3.2 Duration of the Project
Duration of the summer internship training project report was 45 days
I worked at Ajmer HCL info system at the V. K. Traders (Authorized dealer) and got
Summer internship training from here Manager Mr. K. L. Sharma Guided me
For this he gave me project title and instructed for 45 days and worked according to his guidance.
I m very much thank full of him. And also thank full of Mrs. Gunjan Madam Faculty of IT
management . And also Mr. Pawan kalyani sir Faculty of IT Management Global College Ajmer.
3.3 OBJECTIVES OF THE STUDY3.3 OBJECTIVES OF THE STUDY
Management Objective
To fuel initiative and foster activity by allowing individuals freedom of action and innovation in
attaining defined objectives.
People Objective
To help HCL Insys people share in the company’s success, which they make possible; to provide
job security based on their performance; to recognize their individual achievements and to help
them gain of satisfaction and accomplishment from their work.
Core ValuesCore Values
♦ It is uphold the dignity of individual
♦ It is honour all commitments
♦ It is committed to quality, Innovation and growth in every endeavor
♦ It is responsible Corporate Citizens.
3.4 Type of Research
3.5 SAMPLE SIZE
Sample size for the research is fixed. It counts to 55. That is the HCL companies and corporate
selling and feed of HCL in comparison between other IT sectors.
3.6 SCOPE OF THE STUDY
Vision Statement
“It is the most preferred employer and principal taking leading edge IT products and services to the
masses through sustained excellence.”
Mission Statement
“We shall increase the shareholders value by improving the PAT through free cash flow, reducing
the BR cycle, inventory levels, wastage.”
Quality Policy Statement
“We will deliver defect-free products, services and solutions to meet the requirements of our
external and internal customers the first time, every time.”
MAJOR PLAYERS IN THE MARKET
HCL
DELL
IBM
SAHARA
APPLE
HP-COMPAQ
ZENITH
ACER
INTEX
SONY
OTHERS
COMPETITORS OF HCL
SAHARA COMPUTER
Established in 1997 Sahara Computers assembles and markets computers & peripherals
through a global distribution network that covers established and emerging markets. The company
is owned by Sahara Holdings, a fully Broad-Based Black Economic Empowered entity, and is based
in Johannesburg, South Africa. It is the official distributor and Original Equipment Manufacturer
(OEM) for a variety of top international vendors.
An accredited member of the Proudly South African campaign, the Sahara business network
stretches across South Africa to include Cape Town, Durban & Port Elizabeth. The company has
established a strong presence globally, with offices across EMEA, including Nairobi & Mombassa in
Kenya and Botswana, Dubai, the U.K and China.
Sahara Computers is currently the largest operation of its kind in Southern Africa. Owned by
Sahara Holdings group, company boast an annual turnover over 1.4 billion Rand. Sahara Holdings
strictly adheres to the principles of Broad-Based Economic Empowerment and established itself
among the frontrunners of empowered organizations within the ICT sector when it confirmed its
participation in an empowerment deal valued at R640 million in 2006.
For the deal Sahara Holdings sold 27% of their shares to a newly established consortium
represented by mining and mineral resource Group Mvelaphanda Holdings (Pty) Ltd. chaired by
Tokyo Sexwale, and Afripalm Consortium, a local investment company chaired by Lazarus Zim.
The deal incorporates subsidiaries and associates of Sahara Holdings including Sahara
Computers Pty Ltd., Sahara Systems Pty Ltd., Sahara Consumables Pty Ltd., Sahara Distribution
Pty Ltd. and Annex Distribution Pty Ltd.
This venture signals a new era in the transference of the benefit and value associated with
technology, through to communities and individuals. It also reinforces Sahara’s pledge to provide
access to high quality, affordable communication technology and infrastructure. It is the competency
and dynamic attribute of Sahara Computers that has won it the confidence of many major IT
suppliers, representing key product and component ranges.
These Include Internationally Renowned Leading Brand Names Such As:
Microsoft, the global leader in software, services and peripherals; Foxconn, a leading
manufacturer of connectors and cable assemblies in the world; Samsung, technology giant,
Creative Labs, global leader in PC entertainment products, Intel, world’s leader in PC
microprocessors; AMD, the fastest growing CPU vendor; SMC, total network solutions provider;
Maxtor, leading hard disk and storage solutions provider; Symantec, world leader in internet
security; and Epson and Lexmark, high quality printing industry giants.
Thus, With vast expansion goals set to by the Sahara team, and a strategic roadmap plan
for expansion this multinational group of companies is set to be an explosive force in the future of IT
in Africa and Asia. Indeed aiming to be ‘The ultimate in PCs’.
SAHARA PROFESSIONAL PC:-
DT-7120FE
Processor AMD Athlon64 ™ 3500+ 939-Pin
OS Genuine Windows® XP Professional Edition
Memory 512MB PC400 DDR
VGA & Graphics
Hard Drive 160GB 7200rpm
Optical Drive 16X Dual Layer DVD Writer
SAHARA WINDOW PC’S:-
ProcessorIntel LGA775 541, 3.2GHz HT
CPU 800FSB
AMD Athlon64 ™ 3500+ 939-
Pin
Intel P4 - 630 ® 3.0GHz CPU -
LGA775 2MB
+XD+EIST+EM64T
OSGenuine Windows® Media
Centre Edition
Genuine Windows® XP
Professional Edition
Genuine Windows® XP
Professional Edition
Memory 512MB PC533 DDR2 Memory 512MB PC400 DDR 512MB PC400 DDR
Hard Drive160GB SATA 7200 rpm hard
drive160GB 7200rpm 160GB 7200rpm
Optical Drive 16X Dual Layer DVD Writer 16X Dual Layer DVD Write
SAHARA AMD PC’S:-
Models
Processor
OS
Memory
VGA & Graphics
Hard Drive
Optical Drive
AMD Athlon64 ™ 3500+ 939-Pin
Genuine Windows® XP Professional
Edition
512MB PC400 DDR
160GB 7200rpm
16X Dual Layer DVD Writer
DT7120-FC
AMD Athlon64 3500+ 939-Pin
Genuine Windows® XP Home
Edition
512MB PC400 DDR
160GB 7200rpm
16X Dual Layer DVD Writer
SAHARA VALUE PC’S:-
Models
Processor
OS
Memory
VGA &
Graphics
Hard Drive
Optical Drive
DT2510-C2
Intel Celeron-D 331J 2.66Ghz CPU - LGA775-
EMT64T
Linux
256MB PC400 DDR
40GB 7200 rpm
52X CD-RW Drive
DT7120-FC
AMD Athlon64 3500+ 939-Pin
Genuine Windows® XP Home
Edition
512MB PC400 DDR
160GB 7200rpm
16X Dual Layer DVD Writer
DELL COMPUTER
Dell Inc. listens to customers and delivers innovative technology and services they trust and
value. Uniquely enabled by its direct business model, Dell sells more systems globally than any
computer company, placing it No. 25 on the Fortune 500. Dell's climb to market leadership is the
result of a persistent focus on delivering the best possible customer experience by directly selling
standards-based computing products and services. Revenue for the last four quarters totaled $57.9
billion and the company employs approximately 78,700 team members around the globe.
Dell was founded in 1984 by Michael Dell, the longest-tenured executive to lead a company
in the computer industry. The company is based on a simple concept: by selling computer systems
directly to customers, Dell could best understand their needs and efficiently provide the most
effective computing solutions to meet those needs. This direct business model eliminates retailers
that add unnecessary time and cost, or can diminish Dell's understanding of customer expectations.
The direct model allows the company to build every system to order and offer customers
powerful, richly-configured systems at competitive prices. Dell also introduces the latest relevant
technology much more quickly than companies with slow-moving, indirect distribution channels,
turning over inventory in just five days on average.
The Dell Effect
For more than 20 years, Dell has revolutionized the industry to make computing accessible to
customers around the globe, including businesses, institutional organizations and individual
consumers. Because of Dell's direct model—and the industry's response to it—information
technology is more powerful, easier to use and more affordable, giving customers the opportunity to
take advantage of powerful new tools to improve their businesses and personal lives.
Dell has demonstrated this effect time and again as it enters new, standardized product
categories, such as network servers, workstations, mobility products, printers and other electronic
accessories. Nearly one out of every five standards-based computer system sold in the world today
is a Dell. This global reach indicates our direct approach is relevant across product lines, regions
and customer segments.
COMPAQ COMPUTER
Compaq Computer Corporation was an American personal computer company founded in
1982, and now a brand name of Hewlett-Packard.The company was formed by Rod Canion, Jim
Harris and Bill Murto — former Texas Instruments senior managers. The name "COMPAQ" was
derived from "Compatibility and Quality", as at its formation Compaq produced some of the first IBM
PC compatible computers.
Once the largest supplier of computing systems in the world, previously regarded as
perhaps the most reputable manufacturer of mid-range hardware it existed as an independent
corporation until 2002, when it merged with Hewlett-Packard.
1980s
Compaq was founded in February 1982 by Rod Canion, Jim Harris and Bill Murto, three senior
managers from semiconductor manufacturer Texas Instruments. Each invested $1,000 to form the
company. Their first venture capital came from Ben Rosen and Sevin-Rosen partners. Like many
small startups with unique beginnings, the original Compaq PC was first sketched out on a placemat
by the founders while dining in a local Houston restaurant, House of Pies.
In November 1982 Compaq announced their first product, the Compaq Portable, a portable
IBM PC compatible personal computer. It was released in March 1983 at $2995, considerably more
affordable than competitors at the time. The Compaq Portable was one of the progenitors of today's
laptop. It was the second IBM PC compatible, being capable of running all software that would run
on an IBM PC.
Deskpro
On June 28th 1984 Compaq Released the Compaq Deskpro, a 16-bit desktop computer using an
Intel 8086 microprocessor running at 7.14MHz. It was considerably faster than an IBM PC and was,
like the Compaq Portable, also capable of running IBM software. This was the first of the Compaq
Deskpro line of computers.
Deskpro 286
In 1985, Compaq released the Compaq Deskpro 286, a 16-bit desktop computer using an
Intel 80286 microprocessor running at 8 MHz and capable of supporting up to 7 MB of RAM. It cost
$2000 for the 40-MB hard disk model. It was considerably faster than an IBM PC AT which ran at
6MHz at that time and was, like the Compaq Portable, also capable of running IBM software.
Deskpro 386
When in 1986 Compaq introduced the first PC based on Intel's new 80386 microprocessor,
the Compaq Deskpro 386 [1] , they began a period of increasing performance leadership over IBM,
who were not yet using this processor. An IBM machine eventually reached the market seven
months later, but by that time Compaq was the 386 supplier of choice and IBM had lost its image of
technical leadership
.Systempro
This technical leadership and the rivalry with IBM was emphasised when the Systempro
server was launched in late 1989 - this was a true server product with standard support for a second
CPU and RAID, but also the first product to feature the EISA bus which was designed in reaction to
IBM's MCA (MicroChannel Architecture).
1990s
At the same time as they began to dominate the server market, in the early 1990s Compaq
entered the retail computer market with the Presario, and was one of the first manufacturers in the
mid-1990s to market a sub-$1000 PC. In order to maintain the prices it wanted, Compaq became
the first first-tier computer manufacturer to utilize CPUs from AMD and Cyrix. The price war resulting
from Compaq's actions ultimately drove numerous competitors, most notably IBM and Packard Bell,
from this market.
PC Products
Compaq Armada M300
Compaq Portable
Compaq Deskpro
Compaq LTE
Compaq Presario
Compaq ProLinea
Compaq ProLiant
Compaq Armada
Compaq Evo
iPAQ
Compaq Professional Workstation AP400
Tc1000, a tablet notebook
ROLE OF ADVERTISEMENT
Advertisement plays an important impact on consumers to purchase destop pc’s of brands.
Now a day we see that each and every company endorsing brand ambassadors so that to attract
customers and make their customer base more & more. IBM has signed Saif Ali Khan to endorse
his products Shahrukh khan was endorsed by compaq so that more & more computes can be sold
out.
Indian PC Market to Show Double Growth than the World
PC market in India will likely grow at 20%, almost double of global PC market this year, as
per Gartner, the research firm. However, the growth in Indian PC market will be five percentage-
points lower in comparison to what it was last year (2006).
Gartner forecasts that PC makers will ship 255.7 million units worldwide this year, a 10.5%
increase from 2006. Revenue, on the other hand, is projected to increase only 4.6% to US$213.7
billion, as average selling prices continue to drop.
In 2007, worldwide shipments of PCs are expected to increase 10.5% from last year to
reach 255.7 Million units. On the other hand, the revenues are anticipated to grow just 4.6% and
reach US$ 213.7 Billion with continuous decline in average selling prices. Emerging markets will
play a key role in this growth.
“Emerging markets and mobile PCs will continue to provide growth. However, falling average
selling prices (ASPs), slowing replacement activity, and further declines in mature market desk-
based PC shipments will keep PC vendors under pressure to rationalize their operations or exit the
market,” as per George Shiffler, research director with Client Platforms Markets Group of Gartner
Dataquest. The statement appeared in IndiaTimes Infotech on March 21, 2007.
As said by IDC, PC shipments in India increased 25% in 2006. “The consumer and the SMB
segments will be the major drivers of the Indian market. High demand for mobile PCs bolstered the
growth, overtaking sales in the desk-based segment. In addition, with a greater focus given to e-
governance, the government spend is expected to propel the market further”, said Gartner India’s
principal analyst, Diptarup Chakraborti while commenting on Indian market. IndiaTimes Infotech
published this statement on March 21, 2007.
As per the RNCOS report “Portable Electronics Market - Worldwide (2006)”, “A fundamental
move toward mobile computing going on in the market is making significant contribution to the top
line growth.”
MARKETING STRATEGIES
Marketing Strategies of Each company to attract Customers
Now a 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 centres with TV functionality, supported by
the digital sound experience and large screen displays
Some Of The Strategies They Are Playing
Vista and Office 2007 hit the market
Microsoft has opened the doors for consumers to purchase
its latest Operating System, Windows Vista, and Office 2007 with a
grand launch across 70 countries.
Microsoft released the latest version of its operating system
Windows Vista and Office 2007 for corporate customers in
November 2006. Now it has launched the software for the
masses, i.e. non corporate consumers. The consumer launch took
place on 30th January across 70 countries. Windows Vista is the first major Windows launch by
Microsoft since the launch of Windows XP in 2001.
These products are launched to ‘wow’ customers with features like enhanced security, better
search, improved parental control and an all new interface. According to Ravi Venkatesan,
Chairman, Microsoft India, “This is the launch of the decade for Microsoft and the biggest for us in
India, with the design of this product we have dealt with the security issues.” In India, OEMs
including HCL, HP, Lenovo, Sahara, Wipro and Zenith are launching Vista compatible PCs.
Windows Vista and Office 2007 will be made available to the public in several editions. The
consumer editions are Windows Vista Ultimate, Windows Vista Home Premium, Windows Vista
Home Basic and Windows Vista Starter. Vista is being shipped in 18 languages including Hindi.
Extending the Indian language support, Microsoft will have 13 more Indian languages including
Telugu and Marathi and support for these is expected by early 2008. Office 2007 comes in two
consumer editions—Office Home & Student 2007 and Office Basic 2007.
FUTURE SCOPE
On the commercial front, Munglani feels that decision cycles are still slow, but there is a definite
increase in queries and tenders. He feels that government funded projects need to increase, and
points to the recent Andhra Pradesh schools project, which pulled in more than 5,000 units, as a
good example of what government enthusiasm for IT can do.In conclusion, going by what the
industry feels and what the numbers reveal, recovery is definitely taking place in the industry,
though caution is still the prevailing sentiment.
However, the bottom line is that the days of super growth seem to be over. While IDC has
predicted 22.3 percent growth in 2003, not everyone in the industry seems to be ready to join in the
chorus. HP’s Sai Chandrasekhar says that their assessment is an expectation of 10-15 percent
growth, which he feels is very realistic. “It is unlikely that the market will return to the heady days of
30 percent growth,” he explains. Kochhar of Skoch seconds that when he says, “We can no longer
look at heady growth rates like 40 percent or 60 percent...the market has been growing more in
single digit to low two digit growth rates.”
And that seems to be the future that India’s PC brigade faces-but well, surely even low two
digit growth rates are better than negative growth, and that’s the reason for the cautious smiles on
the faces of PC vendors. Hopefully, the next quarter will bring even broader smiles.
PARTY TIME FOR BRANDED PC PLAYERS
The PC market is rocking with branded PC vendors grabbing marketshare from the assembled
players, says Kusum Makhija
The overall market for desktop personal computers registered a 28.2
percent growth during calendar year 2004 as compared to the
previous year. What is significant is that branded PCs continue to
make impressive gains against the grey market. According to IDC,
the share of branded PCs grew from 36.2 percent in 2003 to 49.2
percent in 2004, registering an impressive growth rate of 74.3
percent. Interestingly, the grey market remained flat, registering a
growth of 2.2 percent, while the total desktop PC market registered a
growth of 28.2 percent.
MANAGEMANT HIERARCHYMANAGEMANT HIERARCHY
LEADERSHIP
Shiv Nadar
Founder HCL, Chairman and CEO
HCL Technologies
Ajai Chowdhry
Co-Founder HCL, Chairman and CEO
HCL Infosystems
J V Ramamurthy
Chief Operating Officer
HCL Infosystems Ltd
Vineet Nayar
President: HCL Technologies
Ranjit
President and CEO of the
HCL Technologies (BPO)
KEY PARTNERSHIPS
57.5%
8.4%
7.9%
7.0%
4.2%
3.7%
1.0% 3.5%
3.3%1.6%1.9%
HCL
Compaq
Zenith
IBM
Acer
Hewlett-Packard
Wipro
Vintron
Siemens Nixdorf
Dell
Others*
From the above graph it is clear that in Indian Hardware Industry the HCL
Infosystems Ltd. share is highest in all branded companies. But still very high portion about
57.5% is in favour of unbranded local companies, which is still a challenge towards all.
The share of the unorganised sector has been falling steadily with the fall in price of
branded PCs. A recent phenomenon has been the increasing share of Tier 2 towns and
cities in the PC sales thereby indicating increased PC penetration into the hinterland.
Sales of notebooks have averaged around 50,000 in the past two years. Printers
have been traditionally the fastest growing segment of the PC peripherals market. Even
when PC sales were increasing by 39%, printer sales increased by 41%. The slowdown
affected printer sales too and in 2001-02, the increase was just 1%. In that year, 836,122
printers were sold and that included inkjet, laser and dot matrix. The momentum is
expected to pick up in 2002-03 and the printer market would grow at 8% to reach 900,000
printers. Due to falling prices, Laser printer sales are growing fastest.
In future, HCL’s hardware sales to the institutional segment are likely to remain
stable, with sustained hardware spending by all the verticals, especially the banking and
financial services sector. Besides, in retail hardware sales, a continued reduction of price
points, facilitated in part by the recent reduction in excise duties on PCs, is likely to reduce
the price advantage of the small assemblers, and augur well for branded PC manufacturers
like HCL. In the medium term, HCL’s margins, despite its sales tax advantages, may be
affected by the likely removal of duty protection on manufactured PCs from the year 2005.
With imported PCs becoming cheaper, it may be critical for HCL to establish an alternate
supply chain based on imports of finished PCs. Nonetheless, its financial risks are mitigated
by its low gearing, substantial liquid investments and unutilised working capital limits.
IDC declared its numbers for the Indian PC market for financial year 2005-06 today. The
year recorded an impressive growth in terms of unit shipments - the market grew 30% over financial
year 2004-05 to exceed the 4.6 million-mark, according to IDC's India Quarterly PC Market Tracker,
1Q 2006, May 2006 preliminary release.
MARKETING & SELLING STRATEGY
REVISITING THE LOW-COST PC MARKET
A computer at nearly one-third of current prices is a dream for most Indians. And yet, buyers
are not holding their breath for these devices. For experience has proved that expectations are
seldom met. However, this time around, those propagating low-cost computing solutions have taken
a different route. Chris Ann Fichardo elaborates on the difference .
The buzz is in the air again. PC manufacturers are excited. Users are expectant. Even
institutions like the IITs are enthusiastic. The reason: India’s dream of an affordable PC (priced
below Rs 10,000) is ready to hit the market. For nearly a decade this dream has struggled to
become a reality. India Inc. has made many noteworthy attempts in the past to introduce low-cost
computing solutions, but in vain. Be it Wipro’s Janata PC, iNabling Technologies’ e-mail device,
iStation, or the much-talked about handheld device, the Simputer—all brilliant concepts that have
not quite made it commercially yet.
The company netcore is doing groundbreaking work to make possible the Rs 5,000 PC
(5KPC), says that if the price point of a PC comes down between Rs 5,000 to 10,000 per user, India
has the ability to absorb 10-20 million PCs a year for the next several years. This potential gains
further significance when one realises that the present market size is just two million PCs a year! In
the last 20 years the installed base has barely crossed six million PCs in India.
According to Richard Brown, director for International Marketing at VIA attributes this sudden
interest by vendors to the "real growth potential" of the low-cost PC market. "I remember five to
seven years ago when the first $1,000 PC appeared (introduced by Compaq), people wondered if
the price point was for real. And since then there has been a continuous push down in the price
points for PCs, which is a sign of commoditisation of the industry. For a long time the industry has
resisted moving to lower price points, and now they are actually seeing that there is demand in that
space and they are buying into it," he says.
CHANGING TRENDS IN PC MARKET
With prices of PCs being slashed, the education sector is expected to see a high demand for
personal computers.
Consumers are shifting their focus of PC computing from an average system to one that is closer
to a high-end system and upwards.
The need for the most powerful multimedia computers is increasing.
Linux might gain ground in the government and defense sectors.
Customers, both in the consumer as well as in the commercial space will demand better service
levels from vendors.
Service and support is going to be a critical aspect of vendor strategy.
Depreciation period of IT products should be reduced to further boost growth.
The desktop space will see more and more entertainment-oriented features getting integrated into
the normal PC.
The enterprise space will witness more stress on security, TCO, manageability and multiple levels
of redundancy, among others
Companies, which will offer affordable innovation will gain market share.
Unicode will drive PC penetration into rural markets
SME will continue to be a major segment.
The industry has standardised on 80 GB HDDs.
Trends Expected In 2009
In the future, with more duty cuts expected, analysts believe branded PC players will gain further
against assembled players. Retail may get a renewed thrust. Observes Raj Saraf, Chairman and
Managing Director, Zenith Computers, “We have1300 retail outlets today, which we hope to grow to
15000 by the end of 2009.”
While vendors are bundling in Linux to bring down costs, analysts see desktop Linux confined to
the government and education sector. Linux on the desktop is unlikely to make inroads in the
enterprise. Prices of computers have been falling rapidly, but vendors do not think prices of PCs will
fall significantly in 2009.
While 2007 saw strong demand emerging from select sectors such as the government and BPO
outfits, 2008 could be relatively flat as most BPO firms are in the process of consolidation and not
growth.
PC MARKET: TOP TRENDS
PC market revival may happen in second half of this year. Post-Budget PC prices will remain
constant or rise marginally. Indian brands will survive, but they need to decide on an unambiguous
competitive pitch. Thrust into the B & C class towns will be aggressive, by Indian and MNC players
alike. The notebook market will show significant gains in 2002-03. If you want to know what the
future holds for the Indian PC industry, the one fact you cannot afford to ignore is the current
slowdown not just falling growth, or a gentle trough, but the horrible spectre of negative growth.
The near panic the industry witnessed in the wake of this terrible time was reflected in the price
slashes and bundling offers anything to kick start stagnating sales graphs was acceptable. And that
took the PC to almost commodity status in India.
But then, that’s history. And in business, history is not what sells; promises of a rosier future
do. According to industry association MAIT’s president Vinnie Mehta, sales have picked up in the
JFM quarter, which is traditionally a high sales quarter, and as of now, they’re hoping that this will
be a sustained phenomenon in spite of a lackluster Budget that did almost nothing to push up
demand for PCs.
PRICES DO AN ABOUT-TURN
Immediately after this year’s Budget, most PC vendors said PC prices would remain constant, and
some even pointed out that prices would rise, thanks to increasing memory prices. That should be
one of the key differentiators between last year and the financial year ahead PC prices are not likely
to come down, and in all probability, will actually see marginal rises.
Says Vasu Srinivas of IDC India, “While the initial response to the slowdown was to slash prices,
when it began to hurt, PC vendors began to take a profitability approach. They are now seeking out
the more profitable deals and aiming for better prices with lower volumes.”
Another factor that will contribute to stable prices is the move by the big distributors to cut credit
periods down the line from 30 to 15 days. This move, coming in the wake of big defaults among IT
channels, will discourage speculative and rash pricing and margin policies that result in price wars
the industry can ill afford.
TRIUMPH OF THE MNC BRIGADE
In recent times, one of the most important trends in the Indian PC business is the sight of
MNC vendors turning leaders. Yes, HCL Infosystems, the leader in the desktop segment, is as
Indian as they come, and the company’s leadership position seems in no immediate danger, but it’s
not insurmountable either.
All it will take is the HP-Compaq deal going through in the United States, and HCL will
become No 2 to an MNC behemoth that will then control almost double of HCL’s market share,
which currently stands at 8.6 percent, according to George Paul, head-marketing, HCL Infosystems.
While everyone admits that the market share of MNC brands has gone up, and mostly at the
expense of Indian brands, this issue generates a lot of heat and passionate arguments.
BIG BUYERS MATTER
While the move to B & C class cities attracted attention, the biggest buyers of PCs pretty much
remained constant, and they’re expected to continue to be the saviours of the beleaguered PC
industry this year too. The honours go to the government both at the Centre and the states, and the
banking and financial sector mainly PSU banks. Another segment expected to contribute
significantly to PC buying this year is the telecom sector.
Retail’s still in vogue
MOBILE COMPUTING, ANYONE
Mobile computing is also expected to have some effect on the PC market in the coming
year. And in many ways, this may just be the beginning of things to come in the Indian PC market.
OUTLOOK
When will the good times start rolling again? The pundits have differing opinions. IDC India
says the PC industry is expected to grow by 5.1 percent in 2002, and adds that PC buying is
expected to revive in 2003, when a growth rate of 20 percent is forecasted. Kochhar of Skoch says
this year will see some revival, though he warns that heady growth rates will not return without
policy measures like 100 percent depreciation from the government. MAIT is hoping that the slight
upturn in the JFM quarter is a portend of things to come, even though it revised industry sales
projections for 2001-02 downwards from 2.45 million units to 1.65 million units.
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.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM).
WHAT IS CUSTOMER RELATIONSHIP MANAGEMENT (CRM)?
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.
4. FINDINGS & LIMITATIONS
Every project has some limitations even the researcher came across some
limitations while working on the project which made the analysis a little
inappropriate at times. Some of the basic limitations faced during the research
are listed below:
Only limited number of authorized, companies and other areas where it
has been found 55 players was covered in the study.
Most of the research was based on cold calls, so then visited many
places i.e. authorized and local areas and where it had not responded
much.
There was a bias on the part of the respondents.
Companies that were contacted through telephone at times did not give
correct information to the researcher.
The IT manager or the person heading the IT Department did not have
the rights to give the authorized official information to people other then
the members of the official itself and the high officials.
At times there was a problem of non response from the hospitals,
companies and other authorized and unauthorized areas which affected
the result of the project being done by the researcher.
6. SWOT ANALYSIS OF HCL
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.
7. CONCLUSION
Marketing is a very crucial activity in every business organization. Every product produced within an
industry has to be marketed otherwise it will remain as unsold stock, which will be of no value. I
have realized this fact after completion of my summer training project. Despite of various difficulties
and limitations faced during my summer training project on the topic “ Corporate Selling and
Feedback ”. I have tried my level best to find out the most relevant information for the organization
to complete the assignment that was given to me. After completion of my summer training project I
have gained several experiences in the field or sales marketing. I have got the opportunity to meet
various people, which fluctuate in different situation and time. This summer training project has
given me the opportunity to have first experience in the corporate world.
Theoretical knowledge of a person remains dormant until it is used and tested in the practical life.
The training has given to me the chance to apply my theoretical knowledge that I have acquired in
my classroom to the real business world. I have completed my summer training project in which are
involved in its successful completion. In spite of few limitations and hindrance in the summer
training project I found that the work was a challenge and fruitful. It gives enough knowledge about
the computers market and the distribution process undertaken by an organization. This summer
training project has enabled my capability in order to manage business effectively and in my career
in future.
8.8. SUGGESTION AND RECOMMENDATIONSSUGGESTION AND RECOMMENDATIONS
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 visit dealers on regular basis.
They Should pay proper attention towards checking of various components of PC 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 Infosystem is increasing
with tremendously fast pace.
Proper attention should be paid for advertisement planning otherwise it may lead to problem for
dealer as well as for company.
Company should tie up with some event management company to organize various
promotional activities like canopy, Carnival.
Company should make policy for fixed end user price for all dealers so that fair game will be
played & dealer would not to compromise on their margin.
9. ANNEXURE
QUESTIONNAIRE
Name ____________________________________
Designation ____________________________________
Address ____________________________________
Contact No. ____________________________________
1. Do you use computers for your business purpose?
a.)Yes
b.)No
2. What type of computers do you use?
a.)Branded
b.)Assembled
3. What brand computers do you use?
a.)HP
b.)HCL
c.) Acer
d.)Others
4. What is the number of installed desktops?
a.)<15
b.)15-50
c.) 50-75
d.)75-200
e.)200-500
5. What is the number of used servers?
a.)1
b.)2
c.) 3-5
d.)>5
6. What is the number of installed laptops?
a.)1-5
b.)5-15
c.) 15-30
d.)>30
7. What is the brand used for laptops?
a.)HCL
b.)Toshiba
c.) Lenovo
d.)Others
8. Do you have AMC?
a.)Yes
b.)No
9. What type of company is having the AMC?
a.)Regional office of the company
b.)Any other local player
10.Are you facing any problem with current used product line?
a.)Yes
b.)No
c.) Not yet
11. How do you find the HCL products?
a.) OK
b.) Good
c.) Satisfactory
d.) Outstanding
e.) Not tried yet
12. Do you want to know more about HCL products?
a.)Yes
b.)No
10. BIBLIOGRAPHY BIBLIOGRAPHY
BOOK
AUTHOR: KOTLER PHILIP
TITLE: MARKETING MANAGEMENT
PLACE OF PUBLICATION: DELHI
PUBLISHER: TATA MC GRAW HILLS PUBLISHING CO.
LTD
MAGAZINES / JOURNALS / NEWSPAPERS
♦ Business World
♦ Business Today
♦ The Financial Express
♦ The Times of India
♦ The Hindu
WEBSITES :
♦ www.hcl.in
♦ www.indiainfoline.com
♦ www.google.co.in
♦ www.hp.com
♦ www.saharacomputer.com
♦ www.acer.com
♦ www.dell.com
♦ www.ibm.com
♦ www.hclinfosystem.in
♦ www.altavista.com
♦ www.khoj.com