A SUMMER INTERNSHIP PROJECT REPORT

FOR
HCL INFOSYSTEM
ON
Consumer Behavior
CONTENTS

PREPARED BY
NAME – RUPESH KUMAR SINGH
REPORT IN PARTIAL FULFILLMENT FOR THE REQUIREMENT
OF THE MBA PROGRAMME
OF
S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT,
DHURWA, RANCHI

UNDER THE GUIDENCE OF

INTERNAL GUIDE COMPANY’S GUIDE

PRO. N.P. SINGH RAMESH SINGH
(DIRECTOR OF SNSIBM) (REGIONAL SALES EXECUTIVE)
PRO. H.P BEHERA PADAM GOPAN CV
(MARKETING FACULTY) (SENIOR SALES EXECUTIVE)

PREFACE

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 1

Industrial training for eight weeks in an organization is an essential part of the MBA,
Business Management’s curriculum in S.N. Sinha Institute of Business
Management, Ranchi.

In the internship programme the management student get into the practicalities of
the learn how to works are done in the real life situation in the organization. It’s
not only a learning process but also experiencing process.

Project work is the best way to practice what we have learnt. The purpose of
including this work in the MBA programmer is to provide us an opportunity to
investigate a problem applying the management concept in a scientific manner.
The essential requirement of a project is that it should entail scientific collection
of data leading to valid conclusions.

It gives me a great pleasure to reveal the fact that I got the opportunity to
undergo my industrial training in one of the best organization, HCL. I was
fortunate enough to get into our internship programmed at HCL Infosystems Ltd
Ranchi.

I have done to the best of my ability and potential throughout the period of
training to collect all the information carefully related to the topic and scrutinize
again and again to avoid risk of biased analysis and to maintain the originality of
report.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 2

CONTENTS

1) Acknowledgement

2) Introduction to project

3) Company Profile:

3.1 Name of Company

3.2 History of the Company

3.3 Board of Director

3.4 Product Profile

3.5 Organisation Chart

3.6 Balance Sheet

3.7 Sales Figure for

6) Findings

7) Recommendation /Suggestion

8) Conclusion

9) References

10) Annexure

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 3

 ACKNOWLEDGEMENT
With immense pleasure, I put on record my heart felt thanks to Prof N.P.Singh,
Director, S.N.Sinha Institute of Business Management, Dhurwa, Ranchi, for
granting me permission to go for summer training. I also express my gratitude to
Prof. P. chattergee, HOD, MANAGEMENT, of SNSIB, RANCHI for all sorts of
help. I also thank our guide Prof H.P.BEHERA of SNSIBM, Dhurwa, Ranchi,
under whose guidance I undertook the project. I also thank my entire faculty
member for the help extended by them as and when sought for.

I also express my thanks to Mr. Ramesh Singh Regional Manager, (HCL

Infosystems Ltd, Ranchi) and my guide Mr. Padma Gopan CV Territory Manager
HCL Infosystems Ltd Ranchi.

Last but not the least, I thank all the Distributors, Retailers, corporate, institution
and Customers of HCL at Ranchi who were kind enough to spare their valuable
time to respond to my questionnaire and helped us to complete the project
successfully.

RUPESH KUMAR SINGH

Roll No: O8MBA02026
4nd Semester
SNSIBM, Ranchi

Introduction to Project

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 4

Business refers marketing as the process of distribution marketing
representing all the business activities involved in the determination, creation
and satisfaction of human wants at the fair price.

Marketing is a comprehensive term and it includes a group of activity in order

to create and promote consume demand and to the final consumer in the
process of distribution.

Marketing, according to American association may be defined as the

performance of the business activity that directs the flow of the goods or
services.
The main objective of study of the marketing activities of the organization is
to visualize the marketing process and to observed the organization is to
visualize the marketing process and to observe the marketing strategy and
decision.
The main objective of the study the marketing activities is to find out the
position of the product in the market.

1. To find out the consumer preference on different brand of product.

2. To find out the sales and growth of the product.
3. To find out how the sale plan is made.
4. To find out how pricing is controlled.
5. To find out how sale target is fixed.
6. To find out technique adapted to increase the sales.

Consumer Behavior

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 5

 DEFINITION:
This may be defined as “the decision process and physical activity individuals
engage in when evaluating, acquiring, using or disposing of goods and services.”

CUSTOMER
The term customer is typically used to refer to someone who regularly purchase
from a particular store or company.

CONSUMER
The term consumer more often refers to anyone engaging in any of the activities
used in definition of consumer behavior.

The term consumer is often used to describe two different kind of

consuming entities.

1) The personal consumer:

Buying goods and services for his/her own use, also referred to as end users or
ultimate consumers.

2) The organizational consumer:

This Includes profit and non profit organization, government agencies (schools,
hospitals etc.) all of which must buy products, equipment and services in order to
run their organization.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 6

The behavioral science disciplines that have most contributed to
our understanding of consumers are.

1) Psychology:
Study of the behavior and mental processes of individuals
2) Sociology:
Study of the collective behavior of peoples of groups .
3) Social Psychology:
Study of how individuals influences and are influenced by group.
4) Economics:
Study of people’s production, exchange, and consumption of goods and services .
5) Anthropology:
Study of people in relation to their culture.

A sound understanding of consumer behavior is essential to the long run success

of any marketing program. In fact, it is seen as a cornerstone of the marketing
concept, an important orientation of philosophy of many marketing managers.
The study of consumer behavior is to study of how individuals make decision to
spend their available resources (time, money, effort) on consumption related
items. It includes;

 What they buy?

 Why they buy the product or services?
 How often they buy the product or services?
 From where they buy the product or services?
 And how often they use it?

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 7

Consider a durable product such as fax machine.

 What kind of consumer buy fax machine for home use?

 What features they look for?
 What benefit they seek?
 What types of document they fax and for what reason?
 How likely are they to replace their old models when new models with
added feature become available?

The answer to these questions can be found through consumer research and
can provide fax machine manufacturer with important input for product
scheduling, design modification, and promotional strategy.

STUDY OF CONSUMER BEHAVIOR:

As ‘consumer’, we benefit from insight into our own consumption related
decision. The study of consumer behavior enables us to become better that is
wiser consumer.

As a ‘marketer and future marketer’, it is important for us to recognize why and

how individuals make their consumption decisions, so that we can make better
strategic marketing decisions. If marketer understands consumer behavior they
are able to predict how consumers are likely to react upon various informational
and environmental cues, and are able to shift their marketing strategy
accordingly.

As a ‘student’ one is concerned with understanding the consumer behavior with

going insight into why individuals act in certain consumption related ways and
with learning what internal and external influences impel them to act as they do.

CONSUMER BEHAVIOR is typically a subset of human behavior that is factors

affecting individuals in their daily lives also influences their activities. Internal
influences, such as learning and motives, as well as external factors, such as
social expectations and constraints, affects in our role as consumer as well as in
our other capacities.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 8

Modeling Behavior:
The study of consumer behavior can be quiet complex, because of the many
variables involved and their tendency to interact with and influence each other.
Models of consumer behavior have been developed as a means of dealing with
these complexities. Models can help organize our thinking about consumer into a
coherent whole by identifying relevant variables, describing their basic
characteristics, and specifying how the variables relate to each other.

External Environment:
 Cultural influences,
 Sub cultural influences,
 Social class influences,
 Social group influences,
 Family influences, and
 Personal influences.

Individual Determinant:
 Personalities and self concept,
 Motivation and involvement,
 Information processing,
 Learning and memory, and
 Attitude.

Decision Process:
 Problem recognition,
 Information search and evaluation,
 Purchasing process
 Post purchase behavior.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 9

Several major activities can be undertaken by an organization that
is market oriented, these include:
 Market-opportunity analysis,
 Target-market selection, and
 Marketing-mix determination
These include decisions on the proper combination of marketing variables to
offer consumers.

1) Market –opportunities analysis:

This activity involves examines trends and conditions in the market place to
identify consumer needs and wants that are not being fully satisfied. The analysis
begins with the study of general market trends, such as consumer life style and
income level which may suggest unsatisfied wants and needs. More specific
examination involves assessing any unique abilities the company might have in
satisfying identifies consumer desires.

2) Target –Market selection:

The process of reviewing market opportunities often results in identifying distinct
groupings of consumers who have unique wants and needs. This can result in a
decision to approach each market segment with a unique marketing offering. In
some of the cases unique packaging arrangements (container type and size),
point-of-purchase promotions, and another variation are made for each segment.
The marketer may decide to concentrate company efforts on serving only one or
a few of the identified target markets. By segmenting consumers according to
their lifestyle patterns and personalities, the Colgate- Palmolive Company was
able to identify a unique group of consumers in needs of a certain type of
deodorant soap. Development of Irish spring for this target group led to the
capturing of 15 percent of the deodorant-soap market within three years of
introduction.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 10

3) Marketing- mix determination:
This stage involves developing and implementing a strategy for delivering an
effective combination of want satisfying feature to consumers within target
markets.

A series of decisions are made on four major ingredients frequently referred to as

the marketing mix variables:

 Product,
 Price,
 Place, and
 Promotion.

PRODUCT:

The nature of the physical product and services features are of concern here.

Among decisions that are influence by consumer behaviors are:

 What size shape and features should the product have?
 How should be packaged?
 What aspects of services are most important to consumer?
 What type of warranties and service programs should be provided?
 What types of accessories and associated product should be offered?

PRICE:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 11

Marketers must make decision regarding the prices to charge for the company’s
products or services and any modification to those prices. These decisions will
determine the amount of revenue the firm will generate .

A few of the factors involving consumer behavior:

 How price- aware are consumers in the relevant product categories?
 How sensitive are consumer to price differences among brands?
 How large a price reduction is needed to encourage purchase during new-
product introduction and sales promotions?
 What size discount should be given to those who pay with cash?
PLACE:
The place variable involves consideration of were and how to offer products and
services for sale. It also is concerned with the mechanisms for transferring goods
and their ownership to consumers.

Decisions influenced by consumer behavior include:

 What type of retail outlet should sell the firm’s offering?
 Where should they be located and how many should there be?
 What arrangements are needed to distribute products to retailers?
 To what extent is it necessary for the company to own or maintain tight
control over activities of firms in the channel of distribution?
 What image and clientele should the retailer seek to cultivate?

4) PROMOTION:
Of concern here are the goals and methods of communicating aspects of the
firms and its offerings to target consumers.

Consumer-related decisions include:

 What methods of promotion are best for each specific situation?
 What are the most effective means for gaining consumers attention?
 What methods best convey the intended message?
 How often should a given advertisement be repeated

CONSUMER BEHAFIOR TOWARDS HCL:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 12

Consumer behavior consists of a diverse collection of incentive tools mostly long
term designed to stimulate quicker and greater purchase of particular product.
There has been a rapid growth in the use of Consumer behavior tools in the past
years and it is still growing at a fast rate.

There has been a lot of competition because of the large number of brands
entering in the market and so many brands seem similar. Therefore, competitors
are using Consumer behavior more frequently. More over, the consumers are
becoming more price-oriented and therefore, trade demands more deals from
manufacturer, Advertising efficiency has declined because of rising cost, media
clutter and legal restrains.

This dissertation deals with the behavior of the Consumer towards HCL. To get a
general overview of market position of HCL. It involves studying the Consumer
behavior towards HCL and the weightage the company gives to its various
activities. After identifying the passion areas of an Indian consumer the brand
has come on the same attitudinal plane as the consumer. The company has
worked upon so many things like pricing etc. and that is why today it is the major
desktop player in the Indian market.

CONSUMER BEHAVIOR TOWARDS HCL:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 13

Techniques used to know the consumer behavior towards HCL
during summer training:

 Direct contact with customers, corporate and institutions

 Advertising HCL.

 Convincing all the persons whom I met about the after sales service.

 Giving configuration of the systems.

 Explaining deference between home segment and the corporate segment.

 Convincing the customers, corporate and institutions about the purchasing

style.

 Also describing that if you make your purchase with us that mean you are
purchasing directly from the company and there is no one between us.

STUDY OF CONSUMER BEHAVIOR:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 14

As ‘consumer’, we benefit from insight into our own consumption related
decision. The study of consumer behavior enables us to become better that is
wiser consumer.

As a ‘marketer and future marketer’, it is important for us to recognize why and

how individuals make their consumption decisions, so that we can make better
strategic marketing decisions. If marketer understands consumer behavior they
are able to predict how consumers are likely to react upon various informational
and environmental cues, and are able to shift their marketing strategy
accordingly.

As a ‘student’ one is concerned with understanding the consumer behavior with

going insight into why individuals act in certain consumption related ways and
with learning what internal and external influences impel them to act as they do.

CONSUMER BEHAVIOR is typically a subset of human behavior that is factors

affecting individuals in their daily lives also influences their activities. Internal
influences, such as learning and motives, as well as external factors, such as
social expectations and constraints, affects in our role as consumer as well as in
our other capacities.

COMPANY PROFILE

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 15

 HCL Infosystems Ltd. is India's premier information enabling company. It is the
one-stop-shop for the requirements of products & services in the areas of
Computers, Laptops, Servers, Storage, Enterprise Networking, Copiers, Digital
Projectors & Communication Devices. This is backed by HCL's service support
infrastructure - the widest in the country.

HCL Infosystems offers its customers technology solutions across multiple

platforms. It has partnerships with some leading global player like Intel, AMD,
Toshiba, Ericsson, Microsoft, Nokia and Sun Microsystems among others.

HCL Infosystems has direct customer services center across 300+ locations and
two ISO 9001 certified state-of-the-art manufacturing facilities. With a mission to
provide world-class information technology solutions and services to enable its
customers to serve their customers better, HCL Infosystems is forever setting
new standards of IT in the country.

HCL Infosystems draws it's strength from 29 years of experience in handling the
ever changing IT scenario , strong customer relationships , ability to provide the
cutting edge technology at best-value-for-money and on top of it , an excellent
service & support infrastructure.

COMPANY NAME : HINDUSTAN COMPUTERS LIMITED(HCL)

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 16

TWO UNITS
1. HCL TECHNOLOGY.
2. HCL INFOSYSTEMS LTD.
COMPANY PROFILE : Deals in Total IT Solution

CORPORATE OFFICE : HCL INFOSYSTEMS LTD

E- 4,5 & 6 , Sector II
NOIDA . 201301, UP,INDIA.
TEL.NO. – 2526518/19 , 2520977
FAX – 2550923
E-mail- [email protected]

MANUFACTURING UNIT : PONDICHERRY

CHATTISHGARH

ZONAL OFFICE : KOLKATA

PRODUCT RANGE : DESKTOP , LEAPTOP , SOFTWARES ,

All Solution for IT.

ESTABLISHED IN : 1976

CURRENT POSITION : No.1.Co.in India. ( Since 6 yrs . quarterly)

CHAIRMAN & CEO PROFILE

HCL INFOSYSTEMS LTD

AJAI CHOWDHARY (Chairman & CEO)

COMPITITORS : HP , COMPAQ , LENEVO , ACER , INFOSYS ,

WIPRO , LG , IBM etc

EMPLOYEE STRENGTH : 3800 +

TOTAL TURNOVER : 3500crore (approx.)

ABOUT COMPANY

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 17

HCL Infosystem is India’s premier information enabling company.
HCL Infosystem is among the leading player in all the segment comprising
the domestic IT products , solution & related services , which including
PC’s , Servers ,Networking products , Imaging & Communication products.

HCL Infosystem today has a direct support force of over 3000+ members, is
operational at 350+ locations across the country & is the largest such human
resources of its kind in the IT business.
manufacturing facilities are ISO 9001 -2000 & 14001 certified & adhere to
stringent quality standards &global processes.
The channel business of HCL Infosystem has an extensive network of over
3200+ resellers across 300 locations.

HCL Infosystem has long standing relationship with world

technologyleaders such as SUN for enterprise computing solutions, Intel &
AMD for PC’s & PC Servers Immediate vision is to grow as no. 1 company.

HCL ADVANTAGE

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 18

Staying competitive in today’s dynamic business environment means finding new ways
to reduce costs while maximizing the value for your technology and personal resources.
More than ever, your ability to “ do more with less” determines how successful your
organization will be.

We make IT possible to save money---------------------------------

We tell you where
As well as time ----------------------------------
We show you how.

6 S Offerings for Business Empowerment

Solutions

Services

Support

Standard

Savings

Satisfaction

STORY

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 19

Vision bravado and grit have seen HCL evolve from a dream of eight youngsters in 1977
to the country’s top IT group today with revenues closing in on Rs. 5000 crore.

“Even a typist can Operate”

1975 : Six young men get together over a cup of coffee and snacks.

And the conversation goes on.

“ Six of them, all with DCM, wanted to start a computer Co. But they didn’t have enough
funds then they decided to establish a calculator company and the journey goes on and
created HINDUSTAN COMPUTERS LTD (HCL)

The name itself had a reason behind it –

It denoted largeness, it was Indian, it was patriotic,
it was perfect ----------------
Two more person joined HCL in 1976.

HCL GROUP :- 83 lacs (US $ 3826.85).

HOW THE DREAM HAS EVOLVED –

1975 :- Shiv Nadar and 5 colleagues start micro computers.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 20

1976 :- HCL promoted with startup capital of Rs. 1 crore (approx).

1980 :- HCl’s first transactional ventures for east computers, established in Singapore.
1981 :- Set up NIIT, India’s first private sector IT education institution.
1985 :- HCL America established with headquarters at Sunnyvale, California.
1991 :- HCL and HP, USA agree to enter into a partnership to from HCL:HP.

1994 :- HCL Technology formed as separate software company.

1996 :- Joint venture with James Martin & Co. and perot systems corporation.

1997 :- HCL Technology uncorporated in UK, Germany, France, Sweden, Belgium, Italy
and Switzerland.

1998 :- Operations started in Japan, Hongkong, Australia & New Zealand.

1999 :- Initial public offering made by HCL.

2000 :- Large deals with Bankers Trust, KLA and Gtech.

2001 :- Acquisition Deutsche Software Acquires Ireland based BPO firm,

Appollo Contact Centre HCL. Enterprise solutions formed as a joint venture with
Comptech Communication Inc., USA.

I did my summer training at HCL Infosystems Limited from 15th June to 15th August
2009(60 days) under
Mr Ramesh Singh (Business Manager)191-c,vidyalaya marg,Ashok
nagar,Ranchi,Jharkhand

HISTORY OF THE COMPANY:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 21

HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its
origins in 1976. For over quarter of a century, it has developed and implemented
solutions for multiple market segments, across a range of technologies in India.
HCL has been in the forefront in introducing new technologies and solutions. The
highlights of the HCL saga are summarized below:

1976: Foundation of the Company laid, introduces microcomputer-based

programmable calculators with wide acceptance in the scientific / education
community.

1977: Launch of the first microcomputer-based commercial computer with a

ROM -based Basic interpreter.

1978: Initiation of application development in diverse segments such as textiles,

sugar, paper, cement, transport.

1980: Formation of Far East Computers Ltd., a pioneer in the Singapore IT

market, for System Integration solutions.

1981: Software Export Division formed at Chennai to support the bespoke

application development needs of Singapore .

1983: HCL launches an aggressive advertisement campaign with the theme '
even a typist can operate'.

1985: Bank trade unions allow computerization in banks. HCL sets up core team
to develop the required software - ALPM (Advanced Ledger Posting Machines).
ALPM becomes the largest selling software product in Indian banks.

1991: HCL enters into a joint venture with HP; HP assists HCL to introduce new
services: Systems Integration, IT consulting. HCL establishes a Response
Centre for HP products, which is connected to the HP Response Centre in
Singapore.

1994: HCL acquires and executes the first offshore project from IBM Thailand,
HCL sets up core group to define software development methodologies.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 22

1995: Starts execution of Information System Planning projects, Execution
projects for Germany and Australia, begins Help desk services.

1996: Sets up the STP (Software Technology Park) at Chennai to execute

software projects for international customers, becomes national integration
partner for SAP.

1997: Kolkata and Noida STPs set up, HCL buys back HP stake in HCL Hewlett
Packard.

1998: Chennai and Coimbatore development facilities get ISO 9001

certification.

1999: Acquires and sets up fully owned subsidiaries in USA and UK, Sets up
fully owned subsidiary in Australia, HCL ties up with Broadvision as an
integration partner.

2000: Becomes the 1st IT Company to be recommended for latest version of

ISO 9001: 2000, bags MAIT's Award for Business Excellence, rated as No. 1 IT
Group in India.

2001: Launched Pentium 4 PCs at below Rs 40,000, IDC rated HCL Info as No.
1 Desktop PC Company of 2001.

2002: Declared as Top PC Vendor by Dataquest.

2003: Became the first vendor to register sales of 50,000 PCs in a quarter,
Enters into partnership with AMD, HCL Infosystems Info Structure Services
Division received ISO 9001:2000 certification, Launched Infiniti PCs,
Workstations & Servers on AMD platform, Launches Infiniti Mobile Desktops on
Intel Platform, and Launched Home PC for Rs 19,999.

2004: First to announce PC price cut in India, post duty reduction, offers
Ezeebee at Rs. 17990, IDC India-DQ Customer Satisfaction Audit rates HCL as
No.1 Brand in Desktop PCs, Maintains No.1 position in the Desktop PC segment

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 23

for year 2003. Becomes the 1st company to cross 1 lacks unit milestone in the
Indian Desktop PC market, registers a market share of 13.7% to become No.1
Desktop PC company for year 2004, Crosses the landmark of $ 1 billion in
revenue in just nine months.

GUIDING PRINCIPLES:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 24

 Vision and mission:

Vision Statement
"Together we create the enterprises of tomorrow"

Mission Statement
"To provide world-class information technology solutions and services to enable
our customers to serve their customers better"

6 ‘S’ Offerings for Business Empowerment:

SOLUTIONS:
The one stop shop solution center for all the IT needs, customized to meet and

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 25

 scale with ones unique Business Needs.

SERVICES:
A range of value added services in IT infrastructure operations and management.

SUPPORT:
Pan-India footprint of support and logistics locations. Over 260 Direct service
support locations. Technically sound workforce of over 1700 certified
professionals.

STANDARDS:
World Class Quality standards maintained for PPP (People, Processes &
Performance). Alliance with global technology leaders

SAVINGS:
helps to find new ways to reduce costs & "do more with less" by maximizing the
value of your technology and personal resources, thereby reducing the total cost
of ownership (TCO).

SATISFACTION:
Complete Satisfaction for the customers through the HCL 6S offering that
enables one to maximize system uptime through rapid response and resolution
services, thereby optimizing ones IT investments.

QUALITY AT HCL INFOSYSTEMS LTD

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 26

PHILOSOPHY OF QUALITY:
"We deliver defect-free products, services and solutions to meet the
requirements of our external and internal customers, the first time, every
time."

The history of structured quality implementation in HCL Infosystems began in the

late 1980s with the focus on improving quality of its products by using basis QC
tools and Failure Reporting and Corrective Active Systems (FRACAS). HCL also
employed concurrent engineering practices including design reviews, and
rigorous reliability tests to uncover latent design defects.

In the early 90s, the focus was not merely on the quality of products but also the
process quality systems. HCL manufacturing unit at NOIDA was certified initially
to ISO 9002:1994 by BVQI in 1994 and later on to ISO 9001:1994 in 1997. As of
now, all our manufacturing units are certified by BVQI as per ISO 9001:2000

In early 1995, a major quality initiative was launched across the company based
on Philip B. Crosby's methodology of QIPM (Quality Improvement Process
Management). This model was selected to because it considered the need and
commitment by an organization to improve but more importantly, the individual's
need towards better quality in his personal life. Under HCL Quality Education
System program, we train our employees on the basic concepts and tools of
quality.

A number of improvement projects have been undertaken by our employees,

whereby process deficiencies and bottlenecks are identified, and Corrective
Action Projects (CAPs) are undertaken. This reduces defect rates and improves
cycle times in various processes, including personal quality.

HCL has received MAIT's 'Level II recognition for Business Excellence' for
the initiatives in the Information Technology Industry, adding another
commendation to HCL fold. MAIT's Level II recognition is based on the
'European Foundation for Quality Management' (EFQM), for gaining quality
leadership and business competitiveness.

HCL certifications / awards in 2003 include ISO 9001-2000 by BVQI for our
InfoStructure Services and award of First Prize by ELCINA (Electronic
Component Industries Association) for Quality, 2002-03. The ELCINA award

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 27

criteria consider two aspects. (1) Enablers (Leadership & Management
commitment, Resource Management, Product Realization, Measurement
Analysis & Improvement) and Results (Product Quality, Customer / Stake holder
satisfaction , Business results).

The tryst for continuous quality improvement is never-ending in HCL

Infosystems. We always strive to maintain high quality standards, which help us
fulfill our mission to provide world-class information technology solutions and
services, to enable our customers to serve their customers better.

HCL OBJECTIVES:

Our Management Objectives:

To fuel initiative and foster activity by allowing individuals freedom of action and
innovation in attaining defined objectives.

Our People Objectives:

To help people in HCL INFOSYSTEMS Ltd. share in the company's successes,
which they make possible; to provide job security based on their performance; to
recognize their individual achievements; and help them gain a sense of
satisfaction and accomplishment from their work.

Core Values:

 We shall uphold the dignity of the individual

 We shall honor all commitments.
 We shall be committed to Quality, Innovation and Growth in every
endeavor.
 We shall be responsible corporate citizens.

ALLIANCES AND PARTNERSHIPS:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 28

To provide world-class solutions and services to all our customers, we have
formed Alliances and Partnerships with leading IT companies worldwide.

HCL Infosystems has alliances with global technology leaders like Intel, AMD,
Microsoft, Bull, Toshiba, Nokia, Sun Microsystems, Ericsson, nVIDIA, SAP,
Scansoft, SCO, EMC, Veritas, Citrix, CISCO, Oracle, Computer Associates,
RedHat, Infocus, Duplo, Samsung and Novell.

These alliances on one hand give us access to best technology & products as
well enhancing our understanding of the latest in technology. On the other hand
they enhance our product portfolio, and enable us to be one stop shop for our
customers.

Recent Updates:
 HCL & Nokia decide on longer term strategy to further penetrate Indian
market.
 Gist of Q&A with callers/ investors/ shareholders on the announcement
relating to the long term Agreement with Nokia
 Toshiba in partnership with HCL Infosystems expands its retail presence in
India by unveiling 'shopToshiba'.
  HCL forms a strategic alliance with Bull to launch a new range of Scalable
Enterprise Class Servers on Open Architecture
 AMD & IT Ministry unveil affordable computer to promote 50x15 visions in
India.

PEOPLE AT HCL INFOSYSTEM LTD:

HCL Infosystems believes in "Leadership based on Trust". HCL is the
progenitor of the HCL Group and is known as the "Entrepreneurial Incubator"

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 29

in the Indian IT industry. Our institutionalized, consistent model to "Catch them
young & set their minds on fire", has made it extremely successful in all HCL
ventures, thereby creating entrepreneurs from and for HCL. HCL believe that
ideas stem out of expertise - and expertise is the coming together of talent and
experimentation which has led to tremendous growth for all. HCL take pride in
creating IT skills in India, further strengthening the HR philosophy.

4.3 Organizational chart of HCL Infosystem ltd:

Name Designation Category

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 30

Ajay Chowdhry Chairman & CEO Promoter and ED

J.V. Ramamurthy Head of Operation Executive

T.S. Purushothaman Director Non Executive Director

Ravi Thurnboochetty Whole time Director Executive Director

R.P.Khosla Director Independent Non-ED

S.Bhattacharya Director Independent Non-ED

D.S.Puri Director Promoter

E.A. Kshirsagar Director Independent Non-ED

Anita Ramachandran Director Independent Non-ED

PRODUCTS Profile
HCL Infosystems portfolio of products covers the entire spectrum of the IT needs
of its customers.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 31

By virtue of the immense diversity of markets and customers that it addresses,
HCL Infosystems products offerings include everything from high end enterprise
level servers for mission critical applications to multimedia home computers.
It may be a large multi-location company exploring solutions to e-enable the
organization or it may be a new born rising star looking for someone for IT
planning or setting up your the Infrastructure, HCL Infosystems has a solution
tailor-made for it.

 DESKTOPS & NOTEBOOKS:

 Business PCs
 Home PCs
 HCL leaptops

 WORKSTATIONS:
HCL Infosystems, India's premier technology integration company, offers 'Infiniti
Challenger Workstations' which harness the amazing new capabilities offered by
the next generation Intel® Pentium® 4 Processor. The customers are constantly
demanding more and more power and functionality from their systems and these
new workstations address this need

INTEL WORKSTATIONS:
 Infiniti Challenger Workstations  SUN Workstations

AMD WORKSTATIONS:
 Infiniti Xcel Line 2200NL  Infiniti Xcel Line 2200SY

 SERVERS:
In today's competitive business environment, these servers are your foundation
for a dependable network- helping you reduce costs and boost profits and
keeping you ahead of competition. If you are investing in computer technology,
invest in these servers and get a new level of dependability and productivity. HCL
presents power packed performance through its wide range of servers to choose
from. The wide range of servers is designed to respond to your changing
business needs.
They provide the perfect building block necessary to run your business, today
and tomorrow.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 32

INTEL SERVERS:
 Infiniti Global Line Servers  IGL Entry Level Servers
 IGL True Enterprise Servers  IGL Blades Servers  IGL Itanium
Servers  Infiniti Solutions

AMD OPTERON SERVERS:

 Infiniti Xcel Line 2200AT  Infiniti Xcel Line 2200MI
 Infiniti Xcel Line 2200AZ  Infiniti Xcel Line 4200TL

OTHER SERVERS
 SUN Servers  HP Risc Servers & Workstations

 THIN CLIENTS:
 Winbee Thin Clients  SUN Thin Clients

 DISPLAY PRODUCTS:

 NETWORKING PRODUCTS:
 WinSmart Switch  SNMP Managed Switch

 SECURITY PRODUCTS:
 HCL InfoWall  HCL InfoSecuAccess
 HCL InfoVPNe  HCL InfoSecuMon
 HCL InfoNetMon  HCL InfoSurveillance
 HCL InfoSmartCard  HCL InfoLoadBalancer
 HCL InfoDashboard  HCL InfoSMS
 HCL InfoSecuDesk - Biometric Logon
 HCL InfoSecuDesk - SmartCard Logon
 HCL InfoAttendance - BN model
 HCL InfoAttendance - SN model

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 33

 STORAGE SOLUTIONS:
 HCL IGL NAS Servers  IGL NAS 1400 BT
 IGL NAS 2700 SP  IGL NAS 2700 BD
 SUN Storage Solutions  EMC Storage Solutions
 HCL Infiniti SAN ARRAY 2502FC

 TOSHIBA NOTEBOOKS
 Product Line-up

 SOLUTIONS
 Infostructure Services  Networking Services
 Domestic Hardware Services  Security Services
 Facilities Management Services

 SOFTWARE LICENSES
HCL Infosystems, India's premier technology integration company has the
capability to deliver end-to-end implementations for its clients across regions and
segments. To provide end-to-end solutions to the customers, HCL has partnered
with many leading companies to provide software licenses like:

 Oracle
 SAP
 BroadVision
 Microsoft
 Novell
 Linux/SCO
 Computer Associates
 Citrix
 Veritas
Besides, HCL can support these products and develop solutions on these
products.

SERVICES:
1) Infostructure Services:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 34

In the emerging net economy, IT infrastructure Plays the role of a Powerful
business enabler to improve business processes, to help focus on goals and
strategies and more importantly, to help serving customers better. IT
Infrastructure demands constant change latest technology, reliable operations
and high availability. Leaders, in the process of selecting the best of breed in
technology, require integrating different solutions from various vendors. Thus a
situation where one need a strong reliable and trusted partner committed to
deliver beyond just services.
2) Networking Services:
Network Management involves Network Monitoring of Bandwidth Utilization,
Network Errors / Collisions, Network Troubleshooting, Day-to-day Network
Operations, Network performance monitoring, Tuning Network Operating System
and advice action plan.
Service Offerings
 Liaison with networking hardware support provider for all hardware related
problems.
 Use the NMS (Network Management Software) tool available with the
customer (if not, then to be made available) to monitor the functioning of
Network.
 Use the special device/software tool for monitoring the port/network traffic
and take appropriate action or recommend preventive actions. (Device /
Software tool to be made available by the customer.)
 Co-ordinate with cabling warranty providers for repair of faulty points /
cables and other related issues.
 Setup Network File System - NFS - Configuration of files and folders for
sharing across the network.
 Setup Network Information Service - NIS
 Setup Domain Name Service - DNS
 Setup Heterogeneous Networking
 Setup Dynamic Host Configuration Protocol - DHCP
 Provide detail documentation for all the above-mentioned activities.

3) Facilities Management:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 35

Facilities Management Services are a comprehensive set of services that helps
customers to fully utilize their IT investments by improving availability, reliability
and performance. HCL achieve this by offering a complete portfolio of
customized services and expertise, from planning and design to procurement,
installation, integration, migration assistance to system management, telephone
support and on-site hardware and software fixes. Through Total Facilities
Management Solution, HCL offer a range of service options, customized to the
specific requirements of yours.

Service Offerings
- 365x24x7 Support for mission critical sites
- Value added Support Services
- System Administration
- Helpdesk Services
- Network Consulting
- Network Implementation and Management
- Asset Management etc.

All this helps customer in deriving maximum value from the investment in IT
hardware and software.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 36

IkjhAx9016-HCL Leaptop Z9912 C2D+Vista
Intel centrino Duo Mobile Technology
Intel core 2 duoprocessor T5300with Intel 64 architecture
2MB cache,1.73 GHz, 533MHz FSB
Intel 945GM chipset
Intel PRO/Wireless 3945 Network 802.11b/g
Genuine Window Vista Home Wasic Edition
Microsoft Works 8.5
Anti virus with 12 months updates
1GB DDR2SDRAM upgradeable upto 2GB
160GBSATA Hard Disk Drive,DVD super Multi Drive
14.0” WXGA Wide Screen TFT (1280X768)
4 in 1Card Reader,Express Card Slot
86 Key+5 Hot Keyboard
Li-ion Battery (6 cell) Approx.3 Hrs 10 min
Approx. 2.5 Kg weight without Adaptor
100 Hour Sify Internet Pack
10/100/1000 mbps Ethernet ,56K Modem, Inbuilt Speaker System
ACPI2.0 Power Management with intel speedstep technology
Ports:3USB,1*IEEE1394,1*External MIC Input,1*External
AudioOut,1*External
SPDIF OUT
One year warranty
Leaptop Companion DVD
Targus Carry Bag

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 37

Product code ;AX009016+GC000758
CPTP:-46,990+Tax

AX9015-HCL Leaptop X9912 C2D+Vista

Intel centrino Duo Mobile Technology
Intel core Duo processor T2250,
2MB cache,1.73 GHz, 533MHz FSB
Intel 915GM chipset
Intel PRO/Wireless 3945 Network 802.11b/g
Genuine Window Vista Home Wasic Edition
Microsoft Works 8.5
Anti virus with 12 months updates
512MB DDR2SDRAM upgradeable upto 2GB
120GBSATA Hard Disk Drive,DVD super Multi Drive
14.0” WXGA Wide Screen TFT (1280X768),with view perfect technology
4 in 1Card Reader,Express Card Slot
86 Key+5 Hot Keyboard
Li-ion Battery (6 cell) Approx.3 Hrs 10 min
Approx. 2.5 Kg weight without Adaptor
100 Hour Sify Internet Pack
10/100/1000 mbps Ethernet ,56K Modem, Inbuilt Speaker System
ACPI2.0 Power Management with intel speedstep technology
Ports:3USB,1*IEEE1394,1*External MIC ,1*External AudioOut,1*External
SPDIF OUT
One year warranty
Leaptop Companion DVD

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 38

Targus Carry Bag
Product code ;AX009015+GC000758
CPTP:-36,490+Tax

AX8008-HCL Leaptop D9904

Intel centrino Duo Mobile Technology
Intel core Duo processor T2250,
2MB cache,1.73 GHz, 533MHz FSB
Intel 915GM chipset
Intel PRO/Wireless 3945 Network 802.11b/g
Genuine Window Vista Home Wasic Edition
Linux preloaded
Anti virus with 12 months updates
512MB DDR2SDRAM upgradeable upto 2GB
120GBSATA Hard Disk Drive,DVD super Multi Drive
14.1” WXGA Wide Screen TFT (1280X768),with view perfect technology
4 in 1Card Reader,Express Card Slot
86 Key+5 Hot Keyboard
Li-ion Battery (6 cell) Approx.3 Hrs 10 min
Approx. 2.5 Kg weight without Adaptor
100 Hours Sify Internet Pack
10/100/1000 mbps Ethernet on Board ,56K Modem, Inbuilt Speaker System
ACPI2.0 Power Management with intel speedstep technology

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 39

Ports:3USB,1*IEEE1394,1*External MIC input ,1*External
AudioOut,1*External
SPDIF OUT
One year warranty
Leaptop Companion DVD
Leaptop Carry Bag
Product code ;AX008008+DT00098
CPTP:-35,990+Tax

AX7011-HCL Leaptop C9504

Intel centrino Mobile Technology
Intel Pentium M processor 755,
2MB cache,1.73 GHz, 533MHz FSB
Intel 915GM chipset
Intel mini PCI Wireless LAN
Linux Preloaded
512MB DDR2SDRAM expanable upto 2GB
60GB Hard Disk Drive, Dual DVD Layer Writer
12.1” XGA TFT Screen (1O24x768 pixel),with view perfect technology
4 in 1Card Reader,Express Card Slot
84 Keys Keyboard including Funtional Keys
Li-ion Battery (6 cell) Approx.3 Hrs 45 mins
Approx. 2.5 Kg weight without Adaptor
100 Hour Sify Internet Pack
10/100/1000 mbps Ethernet ,56K Modem, Inbuilt Touch pad with 2click
buttons
Ports:3USB,1*IEEE394,*External MIC input ,one*External AudioOut,1*

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 40

One year warranty +2 year Additional Warranty
Leaptop Bag for 12’ Light weight
Product code ;AX007011+GC00071+WEO10301EN
CPTP:-37,990+Tax

SOME KIND OF MODELS

DESKTOPS & NOTEBOOKS Home Notebooks

 Business PCs
 Home PCs
 Business Notebooks

TOSHIBA NOTEBOOKS

Product Line-up

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 41

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 42
DEALERS
Our Brand Image speaks for itself. Complementing the marketing team is our
strong and vast dealer network – the backbone of our vital marketing
operations.

Recent initiative have been launched by HCL in the field of business-to-

business(B2B) as well as business-to-consumer(B2C) cooperation with
dealers. Our dealer network works on the “ 3S ” fundamentals of SALES
SERVICE & SPARE PARTS under one roof. With a strongly dedicated team
of sales and service engineers, HCL targets the fulfillment of customer needs.
Every single customer matters to us. Together the 3S operate in tandem to
serve our customer and forge an everlasting bond with them.

CUSTOMER SATISFACTION is our motto and we remain steadfast in our

commitment to our valued customer.
Offering nothing but the very BEST to Them .

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 43

 DEALER OF HCL IN RANCHI

Exel International.
Mc.s
Micro-sys
Chokhani
Computer network
Quality Computer
La-vision
Tej Computer
Master Computer
Agarwal Computer
Ranjan Electronics
Sidhi Vinayak
Technocrat

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 44

 P/L & Balance Sheet

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 45

DIRECTORS’ REPORT

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 46

Nineteenth Annual Report with the Audited Accounts for the financial year ended
30th June, 2005.

Details of Shareholding of entities/persons more than 1% of the share.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 47

 METHODOLOGY

The present market survey project report, as submitted gas been completed on
the basis of primary data and the secondary data.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 48

The survey has been performed on the basis of the questionnaire as prepared
in accordance to the customer need and preference. The questions were asked
on the basis of the Customer Relationship Management. A random sampling
was done by interviewing the various categories of the customer.

The secondary data has been collected on the basis of the various journals
published by the company and various magazine issued in this interest.

DESIGN:

Research design is the plan, structure and strategy of investigation conceived. So

as to obtain answers to research questions and to control variance and it is design
specifies the methods and procedures for conducting a particular study.

METHOD:
Survey method has been adopted to collect primary data from the respondents at
Ranchi City and the secondary data collected from the Magazines, Journals, News
papers and company reports. Retailer responses are conducted with the help of a
prepared schedule. Sample is taken at various zones of Ranchi City.

DCUMENTARY OBSERVATION

We consulted Secondary sources like Books, Magazines and Websites. (Published

and unpublished materials, annual reports).

MAJOR COMPETITORS FOR HCL:

1) IBM
2) COMPAQ

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 49

 3) HP

IBM OPERATION:
IBM started operations in India in early 1990s, but the real boost came after 2003
when it began making India a key base to support services for clients around the
globe.
IBM has operations in 14 Indian cities and its network of 2,500 business partners
covers 40 cities. IBM is the largest multinational software services exporter from
India. IBM's workforce in India is the firm's largest outside the US.

India is one of the six countries to host an IBM research lab. The unit employs
100 out of the total 3,000 spread across the globe. During the first quarter, IBM's
business in India grew 61% compared to the same period a year ago, the fastest
among emerging economies including Brazil, China and Russia

Computer giant IBM has announced plans to invest nearly $6bn (£3.2bn) in India
over three years on the back of strong growth in business outsourcing

Price in India (Delhi market)

IBM 8291-Q2A 27850

IBM LENOVO 3000 H 100 (8789Q6) 31300

COMPAQ OPERATION:
Compaq was founded in 1982 by Joseph R. (“Rod”) Canion, James M. Harris,
and William H. Murto, all former employees of Texas Instruments, Incorporated,
for the purpose of building a portable computer that could use all of the software

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 50

and peripheral devices (monitors, printers, modems) created for the IBM PC. In
1983, its first full year of production and the year Compaq became a publicly
traded corporation, the company shipped 53,000 portable PCs for more than
$111 million in revenues—at the time the most by any first-year company in U.S.
business history.

This would not be Compaq's only business record. It reached the list of Fortune
500 companies (1986) faster than any organization before or since—less than
four years after its founding. It was also the youngest company to reach $1 billion
in annual sales (1987).
In 1986 Compaq makes the Fortune 500 list. Introduces its first Intel 80386-
based PC

Price in India (Delhi market)

Compaq Compaq Presario SR1722IL Desktop PC 27500

1730IL/ 3.06GHZ/ 256MB DDR2 / 80GB/16X DVD
Compaq 32990
WRITER/

HP OPERATION:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 51

HP delivers vital technology for business and life. The company's solutions span
IT infrastructure, personal computing and access devices, global services and
imaging and printing for consumers, enterprises and small and medium business.

HP established a presence in Asia Pacific in 1963 when the first office was set up
in Japan. Today it has more than 36,000 employees in this region with operations
in 14 countries – Australia, China, Hong Kong, India, Indonesia, Japan, Korea,
Malaysia, New Zealand, Philippines, Singapore, Taiwan, Thailand and Vietnam.
In addition, there are 158 customer service centers in Asia Pacific, providing
warranty and after sales support of HP technologies. HP presence in the region
also consists of 12 manufacturing sites located across Australia, China, India,
Japan, Malaysia, Singapore and Thailand. HP manufactures the following
products in Asia Pacific for the global market: PCs, notebooks, Pocket PCs,
workstations, servers, storage, networking products, printers, scanners, inkjet
cartridges and inks.

HP Labs in Bangalore, India was set up to create a world-class research lab,

focusing on the needs of emerging markets such as India. It is one of seven HP
Labs sites worldwide. The mission of this lab is to generate technology
innovations for the benefit of the world's emerging economies by understanding
relevant social, cultural, economic and technological drivers. Research here is
focused on language technology; low-cost Internet and computing access
devices; communication concepts and techniques for developing countries; and
new models for human interaction with IT equipment and software.

MERGER OF HP WITH COMPAQ:

The 2002 merger with Compaq Computer Corporation forged a dynamic,
powerful team of 140,000 employees with capabilities in 178 countries doing

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 52

business in more than 40 currencies and more than 10 languages. Revenues for
the combined companies were $72 billion for the fiscal year that ended October
31, 2002. Chairman and CEO Mark Hurd leads HP, which has corporate
headquarters in Palo Alto, California.

Price in India (Delhi market)

HP COMPAQ SG 1008IL 2.4GHz / 128 MB / 40GB / 48X CD-R 22390

HP HP D260- P4 3.0/256/15"TFT/ 80GB/ KB/MOUSE 34800

SURVEY GRAPGH:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 53

 COMPAQ
IBM
HCL
OTHER

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 54

Survey conducted on approx 320 systems and 100 customers.

COMPAQ 4.53%

IBM 11.65%

HCL 19.74%

OTHER 64.08%

IBM constitutes 11.65%

COMPAQ & HP constitutes 4.53%
HCL constitutes 19.74%

Rest include Zenith, Acer, Wipro, Assembled and it constitutes

64.08% in which assembled computers constitutes 53.39%.

SWOT ANALYSIS:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 55

 STRENGTH:

 High quality product

 Premier information enabling company.

 HCL Infosystems is among the leading players in all the segments

comprising the domestic IT products, solutions and related services,
which include PCs, servers, networking products, imaging &
communication products.

 HCL Infosystems manufacturing facilities are ISO 9001 - 2000 & ISO
14001 certified.

 Top desktop vendor in the market.

 Maintains very good customer relation.

 Low cost and very best product.

 WEAKNESS:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 56

  Takes very long delivery time, normally twenty to twenty five days.

 There is no advertisement of the company.

 In home segment there is a great problem of after sales service.

 Like other company is giving installment there has been no provision

for any installment schemes.

 OPPORTUNITY:

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 57

  In home segment HCL is one of the best player in the market, so by
giving good after sales service it can promote the product in wide
range and hence increase its market share.

 It can increase penetration in rural areas with effective distribution

network because villages are going to be the next buzz word in the
computer segment.

 As the competitors are providing installment schemes, the company

can also provide installment to its customers.

 Through better advertisement campaigns the company can capture

the market.

 THREATS:
 Local vendors are eating the market, IBM and COMPAQ is the major
threat for the company.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 58

  People are becoming more price-oriented and going for assembled
system for higher configuration.

 IBM and COMPAQ is the major competitor in the market and they are
selling systems on installment to its customers, but there has been no
provision for installment schemes in the company.

7 FINDING
After extensive market survey & analysis of data ,it has been observed that
there are many brand of computer & Laptop in Ranchi market.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 59

 On the hardware parts of Microsoft market there is tough
competition between HCL & other competitor but after analysis the whole
thing I came to the conclusion that HCL has attain the good market in the
fast changing market.

(1) The high volume of HCL is due to the following reason:

 Good quality
 Reasonable price.

(1) In the market problem relation to HCL were :-

 Avoiding problem
 Some other brands are available especially foreign brand are
providing same quality in lesser price or by providing some more
margin to the customers or distributors.

As a part of competition of the project on sales promotion & competition

of the company , I visited different market of Ranchi ,in my survey I
found……………
What are the other brands available?
What is the market share of different brands?
What are the offer’s with the product ?
What are the consumer’s feedback as per dealers?

8 SUGGESTION

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 60

 - Market research and advertising of goods.

- Planning of sales execution of order and dispatch the

same in time.

- Open more branch offices in key towns and also in the

world market.

- HCL is well recognized company in the country. For its

improvement, the following recommendations are offered.

* HCL is the pride of our ration comparable to any

organization in its line.

* Its aim is not only to earn profit but to get best out
of it for the nation.

CONCLUSION

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 61

The study through the survey report and project training at Ranchi, the capital
city of Jharkhand, has enabled me to understand various aspects of the
Consumer behavior of HCL product to establish a better environment between
the customer and the organization. This not only enhances my practical
knowledge about the customer but also helps me to know about the CRM
programmes in the organization and its important.

The interaction with customer and dealers of different companies were very
interesting and it helped me consolidate my theoretical knowledge with my
practical experience.

This practical experience has helped me on improving my personal attributes

also. I sincerely accept that this survey and training will go long way in
shaping my career.

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 62

References:
 Hclinfosystems.com

 www.dqindia.com/content/dqtop202k3/giants/

 www.google.co.in

 Marketing Management by Philip Kotler

 Consumer Behavior

 India Today

 Business Today

 Marketing Management -- Philip Kotler

 Marketing Management -- V.S.Ramaswamy
S.Namakumari

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 63

Annexure

PROJECT ON CONSUMER BEHAVIOR TOWARDS

HCL:

QUESTIONAIRE:

 Name of the customer:

 Name of the organization:

 Name of the institution:

 Address of the contacted person:

 Post of the contacted person:

 Of which company the customer uses system?

 When did the customer made his/her purchase?

 From where did the customer made his/her purchase?

 Total number of systems?

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 64

  What is the purpose to use system?

 How important is brand image when you make your purchase.

 How is the performance of the system?

 Would the customer like to have any additional feature?

 How is the after sales service?

 Any feedback?

 Any suggestion for improvement?

Contact number :

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-------------------THE
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S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 65

S.N.SINHA INSTITUTE OF BUSINESS MANAGEMENT, DHURWA RANCHI. 66