EXECUTIVE SUMMARY

HCL Info systems, 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.

This project is based on different sources customer satisfaction which is followed by IT and

services industries for customers. These sources include different process, methods, research,

approaches etc.

For every organization it is important to have a right process or methods. With reference to

this context, this project is been prepared to put a light on Hcl services.

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

and services’.

HCL Info systems focus 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 Info systems product portfolio covers a range of other office

automation and communication products through alliances with world leaders.

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 LITERATURE REVIEW

Doing training was really an opportunity before me when I could convert my theoretical

knowledge into practical and of real world type. Fortunately, the company I got is a true

follower of the various principles of management and also one of the leading companies in its

segment of the industry. The working environment that I was being provided was

2extraordinary and helped me a lot in delivering my work properly and with full potency of

mine. HCL Info systems Ltd is one of the renowned names in the Software and Hardware

sector of computer industry.

The graph of sales of these respective product lines is the best in the industry as compared to

their competitors. I did my summer training project at HCL Info system Ltd. Pune, where I

found all the professionals are very much committed to their work as well as they were all

professionals enough. This helped me a lot in getting a good deal of exposure. As I had to

consult the Channel partners, I felt myself, in the beginning, in a bit problem. But the

cooperation of my superiors at the work induced confidence in me to deal with my problems

whenever they came.

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 CHAPTER-1

A THEORETICAL FRAMEWORK

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INTRODUCTION TO THE COMPANY

HCL is the leading global Technology and IT enterprises of USS 4 billion The HCL
Enterprise comprises two companies listed in India, HCL Technologies and HCL Info
systems

The 30 year old enterprises, founded in 1976, are one of India’s original IT garage start
ups. Its range of offerings span R&D and Technology Services, Enterprise and Applications
Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems
Integration and Distribution of Technology and Telecom product in India, The HCL term
comprises 45,000 professionals of diverse nationalities, operating across 17 countries
including 360 points of presence in India, HCL has global partnership with several Leading
Fortune 1000 firms, including several IT and Technology majors.

SERVICES PROVIDE

 A M C: Annual Maintenance Contract

 F M S: Facility Management Service

AMC Annual Maintenance Contract

Use Those Person Or Company who have Use HCL Laptop or Desk top.

FMS Facility Management Service

Use Those Person or company who use Other Brand or Assemble

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 HCL Facility Management Service (An Overview)

Our Info support _ Service @ HCL Provide You Q O S – Of Course, with difference .

Q Quick Service

O Open Approach that is independent of vendor / Product – Centric Support

S Single Window

FACILITY MANAGEMENT

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 Multi Plat form on site Support Service

Desktop Management

Technical Help Desk Service

System Administration

Business Recovery: What’s Your Plan?

Asset Management

FM - SCOPE OF WORK

Desktop Management

Description Detail
Desktops Management Support for PC/ Laptops / Peripherals
Installation / coordinating with vendors For new PC / Laptops / Peripherals
Configuring / Troubleshooting For new PC / Laptops / Peripherals
Reinstallation of OS & Application In Case of crash for existing install base
software
LAN troubleshooting Network connections
Desktop Operating Systems / Email Reinstall / install client application software for
Client / Application client / Other existing install base
packages
Support on peripherals Drivers for peripherals etc
Liaison with vendors for support Vendor management
Liaison with vendors for Laptop Support Vendor Management

FUTURE SCOPE

HCL is a pioneer in the IT space with business offerings in Computer Systems, Imaging,
Voice and Data Integration including handset distribution. We have a direct presence in 300
locations in the country with a channel base of over 44000 channel partners. Over the years

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we gained expertise in enabling IT for a wide customer base. We have customers from
various sectors like Government, BFSI, Telecom, Manufacturing, Education,
Pharmaceuticals, IT and more. We have over the years identified opportunity, nurtured talent
and created entrepreneurs for our nation. HCL has given more than 100 CEOs to the Indian
corporate world.

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 Scotch 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

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 The PC market is rocking with branded PC vendors grabbing market share 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.

COMPETITORS OF HCL

S A H A R A CO M P U T E R

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 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 & Mombasa 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 Sewalle, and Afripalm Consortium, a local investment company
chaired by Lazarus Zim.

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.

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 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.

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 COMPAQ COMPUTER

Compaq Computer Corporation was an American personal computer company

founded in 1982, and now a brand name of 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.

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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

.System pro

This technical leadership and the rivalry with IBM was emphasized 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 (Micro Channel).

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.

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MAJOR PLAYERS IN THE MARKET

o HCL

o DELL

o BENQ

o SAHARA

o IBM

o APPLE

o HP

o ZENITH

o ACER

o INTEX

o SONY

o OTHERS

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14
KEY PARTNERSHIPS

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 CHAPTER-2

COMPANY PROFILE

COMPANY PROFILE

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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 Info systems Ltd is one of the pioneers in the Indian IT market, with its origins
in 1976. For over quarter of a century, we have developed and implemented solutions for
multiple market segments, across a range of technologies in India. We have been in the
forefront in introducing new technologies and solutions.

In the early 70’s a group of young and enthusiastic and ambitious technocrats
embarked upon a venture that would make their vision of IT revolution in India a reality.
Shiv nadir and five of his colleagues got together and 1975 set up a new company
MICROCOMP to start with; they started to capitalize on their marketing skills. Micro comp
marketed calculators and within a few month of starting operation, the company was out
selling its major competitors. On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED
was incorporated as joint venture between the entrepreneurs and UPSCE, with an initial
equity of Rs.1.83 Lacs.

HISTORY

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HCL info system 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 I
introducing new technologies and solutions.

The highlights of the HCL saga are summarized below:

YEAR ACHIEVEMENTS
1976 Hindustan Computer Limited (HCL) born.

1977 Distribution alliance formed with Toshiba fore copiers.

1980 HCL introduce bit sliced, 16 bit processor based micro- computer.

1980 HCL introduce fine grained multi- processor UNIX -3 years ahead of “sun” and “HP

1990 Data Quest marks HCL No.1 amongst top ten computer giants.

1991 HCL Ltd. and Hewlett Packard, USA, partner to from HCL – Hewlett
Packard Ltd.
- Jv develops multi – processor UNIX for HP- heralds HC’s entry into contract
R&D.
1997 HCL Info systems is formed- HCL’s R&D spun- off as HCL Technologies- marks
advent into software services. JV with Perot systems, stake divested in 2003

2001 HCL info systems become largest hard ware company.

2002 - Strong pursuit of nonlinear strategy to widen services portfolio; several JV s and
alliances formed.
- Software businesses of HCL Info systems and HCL Technologies merged.

2004 HCL is India’s No 1PC 4th year in a row.

2005 -HCL sets up first power PC architecture design center outside of IBM.

-HCL integrates all group employees under HCL in domain.

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 -HCL info system launches sub Rs 10,000 PC. Joins hands with AMD, Microsoft to
bridge the digit divide

2006 -75.000+ machines produced in a single month.

-HCL Info systems in partnership with Toshiba its retail presence in India by
unveiling ‘shop Toshiba’

-HCL Info systems and Nokia announce a long term distribution strategy.

-HCL the leader in desktops PCs unveils India’s first segment specific range of
notebooks brands

-‘HCL laptops’’.

-HCL Info system showcases computer solution for the rural Marks in India.

-HCL support wins the DQ channel conducted by IDC.

-HCL info systems in India to launch the New Generation of High performance
Server Platforms powered by Intel Dual- core Xeon 500 Processor’

2008 - HCL Info systems Ltd has announced that the Company has been awarded
one of the most prestigious contracts for establishing the Punjab
State wide Area Network (PAWAN). HCL's specialized expertise in the
e-governance vertical made it the primary choice for setting up this
Backbone infrastructure by Government of Punjab (GOP).

- HCL Info systems has bagged a 23-million dollar deal to implement IT

infrastructure for the Pan-African e-Network Project, which provides
Tele-education and tele-medicine. The project would connect 53

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 African countries into one network.

2009 - HCL Info systems Ltd has informed that Mr. Nikhil Sinha has been
Appointed as an additional Director of the Board of the Company.

- HCL Info systems announced its venture into partnership with BSNL
for offering low-cost broadband-enabled computers in rural areas.

2010 PC maker HCL Info systems on March 26 unveiled its new 'ME Series
40' notebook, priced at Rs. 41,500, on the occasion of Earth Hour
2010. The notebook has BFR concentrations of less than 0.1 per cent,
which makes the product 100 per cent recyclable and
Environment-friendly.

MARKETING AND SELLINE 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.

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 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, I-station, or the much-talked about handheld device, the
Computers—all brilliant concepts that have not quite made it commercially yet.

The company net core 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 realizes 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 commoditization 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.

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 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 standardized on 80 GB HDDs.

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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 specter 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.

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 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.

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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.

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ROLE OF ADVERTISEMENT

Advertisement plays an important impact on consumers to purchase desktop 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 India Times InfoTech on
March 21, 2007.

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 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. India Times 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 STRATEGY

MARKETING STRATEGIES OF EACH COMPANY TO ATTRACT CUSTOMERS

Now days every companies playing strategies so as to attract customers and increase
revenues and also customer base. Pent-up demand, attractive price points and economic
stability propelled PC growth. PCs are acting as entertainment centers with TV functionality,
supported by the digital sound experience and large screen displays

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.

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 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.

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MARKET SHARES OF VARIOUS PLAYERS IN THE INDIAN PC MARKET (98-99)

HCL
Compaq
8.4% Zenith

7.9% IBM
Acer
57.5% 7.0%
Hewlett-Packard
4.2% Wipro
3.7% Vintron
Siemens Nixdorf
1.0% 3.5%
1.6% 3.3% Dell
1.9%
Others*

From the above graph it is clear that in Indian Hardware Industry the HCL Info systems 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
unorganized 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.

29
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.

30
 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.

31
 MANAGEMENT HIEARARCHY

LEADERSHIP

Shiv Nadar Ajai Chowdhry J V Ramamurthy

Founder HCL, Chairman and Co-Founder HCL, Chairman and Chief Operating
CEO CEO Officer
HCL Technologies HCL Info systems HCL Info systems Ltd

Vineet Nayar Ranjit

President: HCL Technologies President and CEO of the
HCL Technologies (BPO)

32
 CHAPTER-3
RESEARCH METHODOLOGY

MARKET RESEARCH

Research is defined as “systematic investigation towards increasing the sum of knowledge in

existing stock of knowledge”. Research methodology not only involves research methods but
also the logic behind the method we use in context of our research. The subject of market
research is the result of consumer oriented marketing. Now-a-days it has became necessary to

33
study systematically the different aspects relating to the marketing process with the regard to
fulfilling the expectation and the need of the consumer by introducing the right product at the
right time and at the right place. In simple words, marketing research is concerned with all
those factors, which have direct impact upon the marketing of products and services. It links
the organization with the marketing environment.
Since the focus of this project was to analysis the roles of 7Ps and relationship marketing in
creation of customer loyalty of Crabtree product, therefore while the questionnaire was
formalized to obtain and record specified and relevant information with accuracy as much as
possible and completeness was kept in mind.
An attempt was made in designing a clear questionnaire which would include the responsible
to co-operate and respond in correct manner with the respondent.

TYPES OF RESEARCH:

 Explanatory: It is conducted when the researcher does not know how and why
certain phenomenon occurs; for example how does the customer evaluate the quality
of the bank, hotel or an airline.

 Descriptive Research: it is carried out to describe s phenomena or market

characteristic. For example, study to understand buyer behavior and describe the
characteristics of the target market is descriptive research.

 Causative Research: it is done to establish a cause and effect relationship, for

example, the influence of outcome.

Research purpose
The purpose of my research is to understand how organizations maintain customer loyalty
and I tried to gather as much information as possible within the specific problem area. The
research is primary descriptive since research question aims at describing “how strategies are
used to maintain customer loyalty” and “what are the benefits of keeping MARKET
POTIENTIAL”.

34
Research approaches
Surveys are concerned with describing, recording, analyzing and Interpreting conditions that
are either exist or existed. Survey may either be Census or sample survey.

Research strategy
There are five strategies which is being used up in this research
 Experiment
 Surveys
 Archival analysis
 History and
 Case studies

Research process
It involves problem recognition, description of the research design which includes data
collection, sampling methods and principles, data analysis, interpretations of the result or
outcome of the research.

Descriptive research design

In descriptive research design the researcher must be able to define clearly, what he wants to
measure and find adequate method for measuring it along with a clear cut definition of
“population”. Since the aim to obtain complete and accurate information in said studies, the
procedure to be used must be carefully planned. The research design must take enough
provision must take enough provision for protection against bias and must maximize
reliability with due concern for the economical completion of the research study.

The data was collected from primary and secondary sources. The sample was further divided
in to different locations namely

 PIMPRI

 CHINCHWAD

35
 NIGDI

 BHOSARI

 MIDC

 BAWDHAN

 KOTHRUD

 VIMAN NAGAR

 WAKAD

 CHAKAN

 KALEWADI

 HINZEWADI

 KATRAJ

INTRODUCTION

The present study focuses on the market potential for HCL services offered by HCL info
system limited, Arena building, Viman nagar, Pune, Maharashtra. It is a descriptive study
based on primary and secondary data collected through various sources from “15th May 2010

36
to 25th June from the IT services users of various corporate sectors. The study offers insight
into the market potentiality for Services of HCL info system.

UTILITY OF THE STUDY

The study has benefited a lot of people.

Firstly, it benefited us as we got lots of learning from this such as questionnaire design, data
collection and analysis. We also got to know a lot about HCL Services and its Product.

Secondly, this study also helps us to learn the different ways and means of branding and
promotion.

Thirdly, it will also help our company to understand the market potential of HCL services in
Pune IT market. It also leads to the problem identification that was present in the system.

NEED FOR THE STUDY

The main purpose of the study is to give an in depth view of the services. HCL Info system
Ltd is playing a major role in the market. It has strategies and plans to enhance its market
users and customers base and alongside the customer perceptions about the service provider.

SCOPE OF THE STUDY

Vision Statement

37
“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.”

OBJECTIVES OF STUDY

 To determine the Market Potential of HCl Services in Pune IT Market.

38
 To determine the competitor of HCl Services in the market.

 To increase the Brand Awareness among the users.

 To study the consumer perception about the brand HCl.

 To study the various problems faced by the users while trading in HCl product &
Services.

NATURE OF STUDY

The project on which the researcher worked is descriptive and inferential in nature.

DATA COLLECTION

The researcher collected information through the official websites, magazines and
journals.

DATA PRESENTATION

39
 n
D
iv
b
stm
E
e
S
ca
rP
p
ti
q
lu
h
fy
fi
.d
o
Data collected are presented in the form of tables and graphs so that the data can be easily
read and understood.

RESEARCH PROBLEM

 HCL Corporate selling and feedback and market share of HCL and compared to
other IT companies.

40
  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 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 Market potential of HCL.

INSTRUMENT USED
The researcher for the research used a Questionnaire 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 50. That is the HCL
companies and market potential of HCL in comparison between other IT sectors.

SWOT ANALYSIS OF HCL INFO SYSTEM

41
SWOT analysis is a tool for auditing an organization and its environment. It is the first stage
of planning and helps marketers to focus on key issues. SWOT stands for strength,
weaknesses, opportunities and threats. SWOT analysis consists of an analysis of the external
and internal environment.

Environment Scan

Internal External
Analysis Analysis

Strength Weaknesses Opportuniti Threats

es

STRENGTHS:

HCL’s strengths are following:

 Many products in the product line.
 Broad market coverage.
 Cost advantages.
 24 locations in 16 countries.
 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.
 The core strength of HCL is the talent of its people which enables it to
provide the “right solution at the right time.”
 Ability to understand customer's business and offer right technology.
 Long standing relationship with customers.
 Best-value-for-money offerings.

42
WEAKNESSES:

 After sales service.

 Less promotional campaigns.

OPPORTUNITIES:

 Cost differentiates advantage.

 Increasing consumer awareness about IT and its use.

 R&D Skills in new areas.

 Increasing competition.

THREATS:

 Local assemblers are biggest menace for the company.

 Entry of MNCs i.e. IBM, Compaq giving direct competition.
 New or substitute product.
 New regulations, increased trade barriers.

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.

43
LIMITATIONS

Some of the basic limitations faced during the research are listed below:

 Only limited number of authorized, companies was covered in the study.

 Companies that were contacted through telephone at times did not give correct
solution.

 The IT manager or the person heading the IT Department did not have the rights to
give the authorized official information to people other than the members of the
official itself and the high officials.

 At times there was a problem of non response from the companies and other
authorized and unauthorized areas which affected the result of the project.

44
 CHAPTER-4
DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATION

45
 DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATIOIN
SAMPLE SIZE: 50

1. What type of computers do you use?

a.) Branded
b.) Assembled

Branded 35
Assembled 15

Types of Desktops

use

Assembled
30%

Branded
70%

It was observed that almost 70% of the people use branded computers or other gadgets for
their business purpose. Hence it can be concluded that more people want branded products as
they are not ready to compromise with the quality and services being provided.

2. Which combination of branded computers do you use in your organization?

a.) HP

46
 b.) HCL
c.) DELL
d.) Others

Brand used Total Nos.

HP 6
HCL 11
DELL 13
Others 20

Brand of Computer

%Sales
HP HCL DELL OTHER

12%
40%
22%

26%

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. How many number of laptops/desktops used by different Companies?

a.) 1-5
b.) 5-15
c.) 15-30

47
 d.) >30

Number of laptops Total no. of Company

1-5 17
5-15 20
15-30 7
>30 6

No. of Laptops

12%
34%
14%

1 to 5
5 to 15
15 to 30
> 30

40%

It was observed that maximum laptop users ranging between 5-15. This area can be focused.

4. Which brand of laptop is used by your organization?

a.) HCL
b.) HP
c.) Dell
d.) Others

48
 Laptops brand Total Nos.
HCL 11
HP 17
Dell 12
Others 10

Pie chart of Laptop brands

20% 22%

HCL
HP
DELL
OTHERS
24%

34%

Observation showed that HP was the major brand used in laptops. Various other brands like
Dell and Samsung etc. are also used. HCL has also a good market share.

5. How do you maintain your IT equipments?

a.) Self
b.) Through IT companies

Prefer Total no.

Self 15

Through IT company 35
49
 Pie chart of maintenance of equipments

30%

Self
Through IT company

70%

According to above graphical data interpretation, it has been observed and seen that more
than 70% companies have maintain their IT equipments through IT companies.

6. Do you have AMC (Annual maintenance contract)?

a.) Yes
b.) No

Feedback Total no. of Companies

YES 35
NO 15

Having AMC

50
 30%

YES
NO

70%

According to above graphical data interpretation, i found that more than 70% companies have
their AMCs.

7. How many company have taken AMC plan from?

a.) Regional office of the HCL
b.) Any other local player

Type of AMC company Total no. of Companies.

Authorized regional office of HCL 29
Local players 6

Types of AMC

51
 17%

Authorized regional office

Local players

83%

From the above pie chart it is seen that most of the user of AMC plan prefer authorize
regional office of HCL.

8. Do you have any problem with current AMC?

a.) Yes
b.) No

Perception Total no. of Companies

Facing problem 12
Not facing problem 23

52
 Problem with current AMC

34%

facing problem
not facing problem
not faced problem yet

66%

From above graph it is seen that 66% users are not facing any problem. Means that maximum
users are satisfied with this AMC plan.

9. What do you think about HCL products?

a.) OK
b.) Good
c.) Satisfactory
d.) Outstanding
e.) Not tried yet

Reaction about HCL products Total Nos.

OK 3

53
 Good 11
Satisfactory 18
Outstanding 8
Not tried yet 10

Thinking about HCL

20%
6%
22%

OK
GOOD
SATISFACTORY
16%
OUTSTANDING
NOT TRIED YET

36%

Above graph shows that the maximum user are satisfied with the products and services
provided by HCL. Very few have not tried yet HCL on a business scale, but most of them
have an experience with HCL.

10. Do you want to know more about HCL products?

a.) Yes
b.) No

Want to knowledge about HCL Total Nos.

Yes 38
No 12

% as awareness about HCL product

54
 24%

YES
NO

76%

From the above graph it shows that the most of the people are interested in knowing more
about the brand and want to take it in the future.

55
11. Do you require demo for any product of HCL?
a.) Yes
b.) No

Criteria Total no. of Companies

Interested in demo 15
Not interested in demo 35

% require demo for HCL product

30%

Interested in demo
Not interested

70%

This graph shows that almost 30% of the sample was interested in demo.

56
 12. Do you want to buy any product? (Commercial proposal)
a.) Yes
b.) No
c.) Not yet decided

Commercial proposal Total Nos.

Yes 5
No 20
Not yet decided 25

% as customer response

10%

50% yes
NO
Not yet decided
40%

It is clear from the above graph that almost a huge chunk of companies either don’t want or
they have not planned for any commercial proposal.

57
 CHAPTER-5

FINDINGS, SUGGESTION AND CONCLUSION

58
FINDINGS AND SUGGESTION

While getting questionnaire filled up by respondents, we asked comments and suggestions of

respondents. They were allowed to comment freely what they think about Hcl product &
services. Is it capturing the major portion of the market.
There were so many comments and suggestions given by respondents. Some of the Unique
and Common comments are following:-

FINDING

 There was a opposite opinion regarding HCL product & services availability and
Serviceability in the users.

There is a need to understand what actually customers wants from a particular

organization.

 Some of the respondent have raised their objection on the older cases.

 There is no system for measuring customer satisfaction is developed.

 There were some cases, where the users got bad experience with the company and they
were not interested to begin a new relation with the company.

 Most of the respondent have expressed the support from company.

 Some of the respondent have suggested to increase the timely responsible.

 Mostly respondent pleasure through product line of HCL.

 Some of the unique and out of the box suggestions was provided by Pr. RAJAN UMAP,
who have given us with his precious time and his thoughtful wits. He suggested providing

59
gifts in term of material which have a lower motion in the market not in the traditional way
by providing cash discount or foreign trips.

SUGGESTION

Company executive should visit organization on just in time basis.

 The company should come up with the schemes for any organization in which product
and services is provided with some discount in term of company’s material as like collect 20
empty packages system of take 1 free.

 Developing Customer relationship management as a technique to support organizational

performance improvement in improving customer retention. Customer satisfaction and
customer value.

 There is a need to complete customer centric business processing whereby all business
processes and all individuals are focused on identifying and meeting the needs of customers.

 It needed to develop a customer-centric innovation process that could be used by the

entire organization.

 A customer-centric six sigma is should be archived new directions in quality management.

60
 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
“An exploration of market potential of HCL services in Pune”. 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 second 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 successfully. In spite of few limitations and trouble 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.

61
BIBLIOGRAPHY

62
BIBLIOGRAPHY

BOOK

 Marketing Management (By-Philip Kotler, A.Koshy, M. Jha)

 Market Research (By-J.C Beri)
 Consumer behavior (by-Suja Nair)

MAGAZINES / JOURNALS / NEWSPAPERS

 Business World
 Business Today
 The Financial Express
 The Times of India

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

63
ANNEXTURE

64
 QUESTIONNAIRE
Name ____________________________________
Designation ____________________________________
Address ____________________________________
Contact No. ____________________________________

1. What type of computers do you use?

a.) Branded
b.) Assembled

2. Which combination of branded computers do you use in your organization?

a.) HP
b.) HCL
c.) Acer
d.) Others

3. How many number of Laptops/desktops used in different Companies?

a.) <15
b.) 15-50
c.) 50-75
d.) 75-200

4. What is the brand used for laptops?

a.) HCL
b.) Toshiba
c.) Lenovo
d.) Others

5. How do you maintain your IT equipments?

a.) 1
b.) 2

65
 c.) 3-5
d.) >5

6. Do you have AMC?

a.) Yes
b.) No

7. How many companies have taken AMC plan from?

a.) Regional office of the company
b.) Any other local player

8. Do you have any problem with current AMC?

a.) Yes
b.) No

9. What do you think about HCL products?

a.) OK
b.) Good
c.) Satisfactory
d.) Outstanding
e.) Not tried yet

10. Do you want to know more about HCL products?

a.) Yes
b.) No

11. Do you require demo for any product of HCL?

a.) Yes
b.) No

12. Do you want to buy any product? (Commercial proposal)

a.) Yes
b.) No

66
c.) Not yet decided

67