(THE USES OF HCL PRODUCT)

Submitted to
ACCMAN INTITUTE OF MANAGEMENT
In partial fulfillment of
POST GRADUATE DIPLOMA IN MANAGEMENT
Approved by AICTE, Ministry of HRD. Govt. of India

Submitted by
VIKRAM KUMAR
PGDM 2012-14
ACCMAN INTITUTE OF MANAGEMENT

Under the guidence of

Faculty Guide
Prof. Menka Sharma
Faculty
ACCMAN INTITUTE OF MANAGEMENT

Greater Noida

Industry Guide
Mr. Manish Raj
Regional Sales Manager
HCL Infosystem Ltd.
Patna

DECLARATION
I, herby declared to the best of my knowledge and belief that the summer
training report entitled as A STUDY ON CUSTOMER BEHAVIOUR (The uses of
HCL products) for HCL Infosystem being submitted to the partial fulfillment of
Post Graduate Diploma In Management (PGDM) is my original work and the
projectreport has not formed the basis for the award of any diploma, degree,
associate ship, fellowship or similar other titles. It has not been submitted to any
other university or institution for the award of any degree or diploma.
I, Vikram Kumar hereby declare that all this work purely done by myself on a
primary data and secondary. It is totally free from any biasness to any individual
or any group of people.

Date:
Place:

Vikram Kumar

ACKNOWLEDGEMENT
Industrial training is an integral part of any Management based program and
forthat purposes I had joined HCLInfosystems Ltd., Indias premier information
enabling company.
I take the opportunity to express my gratitude to all of them who in some or
other way helped me to accomplish this challenging project in HCL
InfosystemsLtd. No amount of written expression is sufficient to show my deepest
sense of gratitude to them.
I am very thankful to External Guide, Mr. Manish Raj (Regional Sales Manager),
Office Frontline Devision, HCL Infosystems Ltd., Patna and very grateful to Prof.
Menka Sharma, ACCMAN Institute of Management, Greater Noida for their
everlasting support and guidance on the ground of which I have acquired a new
field of knowledge. Thecourse structure created for this curriculum has benefited
with the inclusion ofrecent development in the organizational and managerial
aspects.
I express my sincere thanks to Mr. Priya Ranjan Sir and all the employees of HCL
Infosystems Ltd. for their kind co-operation during my summer project. I am
thankful to all the member of HCL Infosystem Ltd., Patna, which hasgiven me
valuable information in the part of my project.

Vikram Kumar

PREFACE
The management as a discipline has attracted attention of the academician and practitioner to
a very great extent. Its importance has been growing day by day because the business concerns,
which have developed, are very large and complex, with many people working together.
A very essential part of the management education is job training. The aim of jobtraining is
exposure of the management student in the field that is done to test the classroom learning.
Practical training is considered to be an essential part of all the professiona linstitutions and
those who are aspiring for Business Management Programme. This project is done in the field
of marketing.
As aspect of management education, which is receiving attention in the evaluation ofthe
practical training, is to bring actual environment in touch of BusinessManagement. It is rigidly
accepted that the theory widens ones thinking horizons viz.concepts of marketing
philosophies, but practice indicates the modern marketing and used in wide variety of settings
of products.
This project work has been done under the kind permission of HCL Infosystems ltd. (Patna). It is
undertaken in Patna (Main area) under the guidance of Mr. Manish Raj, Regional SalesManager
of HCL Infosystem ltd.
The report gives a true picture of the practical activities done by whole group withinthe
jurisdiction. The study area was limited to Patna (Main area). Hence result of the study can be
utilized in Patna (Main area) only.

Table of Content
SL.No.

PARTICULAR

PAGE No.

1.

EXCUTIVE SUMMERY

2.

OBJECTIVE OF THE STUDY

3.

SCOPE OF THE STUDY

4.

COMPANY PROFILE

9-10

5.

VISION & MISSION

11

6.

PHILOSOPHY OF QUALITY

12

7.

HISTORY

13-17

8.

ABOUT HCL INFOSYSTEMS

18-20

9.

21-22

10.

6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCL

INFOSYSTEMS
BUSINESS MODEL

11.

ABOUT HCL FRONTLINE DIVISION

24

12.

ABOUT HCL OFFICE AUTOMATIONDIVISION

25

13.

ALLIANCES & PARTNERSHIPS

26

14.

KEY PARTNERSHIPS

27

15.

PRODUCT AND SERVICES

28-32

16.

COMPETITORS OF HCL FRONTLINE DIVISION

33

17.

SWOT ANALYSIS OF HCL INFOSYSTEMS

34-35

18.

RESEARCH METHODOLOGY

36-37

19.

DATA ANALYSIS

38-43

20.

RESULT AND FINDINGS

44

21.

ROMMENDATIONS

45

22.

CONCLUSION

46

23.

BIBLIOGRAPHY

47

23

EXECUTIVE SUMMARY
The main purpose of this project is to analyze the IT requirements of the companies, institutes
under a vertical or an industry. This project gives us an idea about the usage of IT and IT related
products in a given industry. It also helps us to get an insight into a given vertical and get to
know about the various pain areas, related to hardware. Since in business, almost all the
companies and their operations are majorly dependent upon information technology, and even
the small base companies are also getting digital, or in other words they are also hiring more
computers and other IT products instead of people. This project gives the information about
how information technology is helping companies to become more efficient and grow faster. It
also talks about the different IT companies which are in picture and are providing services to
various companies under the vertical.
The project also deals with the research about the presence of HCL as a brand. This research
also includes finding out the reputation, mind share, trends in buying behavior and also the
market share of HCL brand in the Corporate and Education sector. Research about presence of
other brands has also been done, which has helped in analyzing the competition of HCL with
other IT brands.
While carrying out this research, the emphases have also been laidon the type of IT product is
required in different offices and institutes, time of purchasing, and differences in the buying
behavior of Corporate and Institutes regarding the IT products. Surveys have been carried out
with the help of the questionnaires. Visits were made to various institutes and corporate offices
in Patna (Main area)

Objective of the study:

To study Customer Satisfaction level towards the usage of HCL Products.
To identify the sources through which the customers were aware of HCL
Products
To identify the financing method used for the purchase of HCL Products.

To analyze the reasons which influence the purchase of HCL products

To find the market share of HCL in IT products.

To compare the use of IT products in institutes and business houses.

To explore the unexplored potential market of HCL

LIMITATIONS OF THE STUDY

The area for the survey was limited in and around PATNA (Main area) only.
The time allotted for the project was from May 02 Jul 02, 2013.
Some customers were unwilling to provide information.
Due to bias respondents might have given false information which might lead
to biased conclusions.

This study covers the sample size of 150 Customers for the above period.

Scope of the study:

As the data collected from Patna (Main area) city, the result cannot correlate to the
entire city,So future researcher may concentrate on other regions.
This project is to improve their efficiency in the field of marketing and also to
provide best service.
This project is helpful to do project in the concept of customer service and to
know the information about customers expectations and their needs among
the product.

The study covers 150 customers in and around Patna city.

A study of this type could be useful in marketing field.

This helps to analyze the level of satisfaction of business establishment with
respect to competitors.
This also helps to know for which aspect does customers give gravity to buy a
computers.
This also included the activity of collecting suggestions from the customers to
improve the companys performance and customer service.

INTRODUCTION
COMPANY PROFILE
HCL Infosystem Ltd. is one of the pioneers in Indian IT market, with its origins in 1976. For over
quarter of a century, HCL have developed and implemented solutions for multiple market
segments, across a range of technologies in India. HCL have been in the forefront in introducing
new technologies and solution.
HCL Infosystem (HCLI) draws its strength from 29 years of experience in handling the ever
changing IT scenario strong customer relationship, ability to provide thecutting edge technology
at best value for money and top of it, an excellent service andsupport infrastructure. Today HCL
is countrys premier information enablingcompany. It offers one stop shop convenience to its
diverse customers having an equally diverse set of requirements. Be it a large multi location
enterprise, or a small/medium enterprise, or a small office or a home, HCLI has a product range,
sales andsupport capability to service the needs of the customers. Last 29 years a part
fromknowledge and experience have also given us continuity in relationship with the
customers, thereby increasing the customer confidence in us.
Their strength can be summarized as:

Ability to understand customers business and offer right technology.

Long standing relationship with customers

Pan India support and service infrastructure

Best-vale-for money offering

Technology Leadership

HCL Infosystem is known to be the harbinger of technology in the country. Rightfrom their
inception HCL have attempted to pioneer the technology introductions inthe country either
through their R&D or through partnerships with the worldtechnology leaders.

Using their technology HCL has:

Created their own UNIX & RDBMS capability (80s)

Developed firewalls for enterprise & personal system security

Launched their own range of enterprise storage products

Launched their own range of networking products

HCL strive to understand the technology from the view of supporting it postinstallation as well.
This is one of the key ingredients that go into their strategic advantage.
HCL Infosystem has to claim several technology pioneering initiatives.
Some of them are:

Countrys first Desktop PC-BusyBee in 1985

Countrys first branded home PC Beanstalk in 1995

Countrys first Pentium 4 based PC at sub 40k price point

Countrys first Media Center PC

10

Guiding Principles
VISION AND MISSION

VISION STATEMENT
"Together we create the enterprises of tomorrow"

MISSION STATEMENT
"To provide world-class information technology solutions and services to enableour
customers to serve their customers better"

QUALITY POLICY
"We deliver defect-free products, services and solutions to meet the requirements ofour external
and internal customers, the first time, every time"

OBJECTIVES

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

PEOPLE OBJECTIVES
To help people in HCL Infosystems Ltd. share in the companys 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

11

Philosophy of Quality
We deliver defect free products, services and solutions to meet the requirements ofHCLs
external and internal customers, the first time, every time.
To exist as a market leader in a globally competitive market place, organizations needto adopt
and implement a continuous improvement-based quality policy.
One of the key elements to HCLs success is its neverending pursuit of superiorquality in all its
endeavors.
HCL infosystem believes in the Total Quality Management philosophy as a means forcontinuous
improvement, total employee participation in the quality improvement andcustomer
satisfaction. Its concept of quality addresses people, processes and products.
Over the last 20 years, we have adapted to never and better Quality standards that helped us
effectively tie Quality with Business Goals, leading to the customer and employee satisfaction.

12

HISTORY
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 Appleand 3 years before
IBMs PC. During this period, India was a black box to the worldand the world was a black box to
India. This micro-computer virtually gave birth to the Indian computer industry. The 80s saw
HCL developing know-how in many othertechnologies. HCLs in-depth knowledge of UNIX led to
the development of a finegrained multi-processor UNIX in 1988, three years ahead of Sun and
HP.
HCLs 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 itsprocesses 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 Irelandslargest BPO
operation, and manages the network for Asias largest stock exchangenetwork apart from
designing zero visibility landing systems to land the worlds mostpopular airplane.

13

TIMELINE YEAR
1976 - Foundation of the Company laid - Introduces microcomputer-based programmable
calculators with wide acceptance in the scientific / education community - Launch of the first
microcomputer-based commercial computer with a ROM -based Basic interpreter

1977 - Unavailability of programming skills with customers results in HCL developing bespoke
applications for their customers - Distribution alliance formed with Toshiba for copiers. Initiation of application development in diverse segments such as textiles, sugar, paper,
cement, transport

1978 - HCL successfully ships in-house designed micro-computer at the same time as Apple.
The Indian computer industry is born. - Formation of Far East Computers Ltd., a pioneer in the
Singapore

1980 IT market, for SI (System Integration) solutions - HCL introduces bit sliced, 16-bit
processor based micro-computer. - Software Export Division formed at Chennai to support the
bespoke

1981 application development needs of Singapore - HCL launches an aggressive advertisement

campaign with the theme even a typist can operate to make the usage of computers popular in
the SME (Small & Medium Enterprises) segment. This proposition involved menu-based
applications for the first time, to increase ease of operations. The response to
theadvertisement was phenomenal.

1983 - HCL develops special program generators to speed up the development of applications Indigenously develops an RDBMS, a Networking OS and a Client Server architecture, at the
same time as global IT peers. - Bank trade unions allow computerisation in banks. However, a
computer can only run one application such as Savings Bank, Current account, Loans etc.

1985- HCL sets up core team to develop the required software - ALPM (Advanced Ledger
Posting Machines). The team uses reusable code to reduce development efforts and produce
14

more reliable code. ALPM becomes the largest selling software product in Indian banks - HCL
designs and launches Unix- based computers and IBM PC clones - HCL promotes 3rd party PC
applications nationally HCL becomes the largest IT Company in India.

1986 - Zonal offices of banks and general insurance companies adopt computerization Purchase specifications demand the availability of RDBMS products on the supplied solution
(Unify, Oracle). HCL arranges for such products to be ported to its platform. - HCL assists
customers to migrate from flat-file based systems to RDBMS - HCL enters into a joint venture
with Hewlett Packard - HP assists HCL to introduce new services: Systems Integration, IT
consulting, packaged support services ( basicline, teamline )

1991 - HCL establishes a Response Centre for HP products, which is connected to the HP
Response Centre in Singapore. - There is a vertical segment focus on Telecom, Manufacturing
and Financial Services - HCL acquires and executes the first offshore project from IBM Thailand

1994 - HCL sets up core group to define software development methodologies - Distribution
alliances formed with Ericsson Switches and Nokia Cell phones. - Starts execution of
Information System Planning projects

1995 - Execution projects for Germany and Australia - Begins Help desk services - Sets up the
STP (Software Technology Park) at Chennai to execute software projects for international
customers

1996 - Becomes national integration partner for SAP HCL Infosystems is formed. - HCLs R&D
spun-off as HCL Technologies- marks advent into software services.

1997 JV with Perot Systems, stake divested in 2003. - 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 - Acquires and
sets up fully owned subsidiaries in USA and UK

15

1999 - Sets up fully owned subsidiary in Australia - HCL ties up with Broadvision as an
integration partner - Sets up fully owned subsidiary in Australia - Chennai and Coimbatore
development facilities get SEI Level 4 certification - Bags Award for Top PC Vendor In India

2000 - Becomes the 1st IT Company to be recommended for latest version of ISO 9001 : 2000 Bags MAITs Award for Business Excellence - Rated as No. 1 IT Group in India -Launched Pentium
IV PCs at below Rs 40,0002001 -IDC rated HCL Infosystems as No. 1 Desktop PC Company of HCL
BPO Incorporated.

2001- Declared as Top PC Vendor by Dataquest

2002 -HCL Infosystems & Sun Microsystems enters into an Enterprise Distribution Agreement Strategic alliance forged with Jones Apparel Group, Inc. a fortune 500 company. Infrastructure
services division launched to address emerging global needs. Software businesses of HCL
Infosystems and HCL Technologies merged.

2003 - Became the first vendor to register sales of 50,000 PCs in a quarter - First Indian
company to be numero uno in the commercial PC market - Landmark deals signed with Airbus
and AMD. - Launched Home PC for Rs 19,999 - HCL Infosystems Info Structure Services Division
received ISO 9001:2000 certification - Launches Infiniti Mobile Desktops on Intel Platform Launched Infiniti PCs, Workstations & Servers on AMD platform

2004- 1st 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 for year 2003 - Enters into partnership with Port Wise
to support & distribute security & VPN solutions in India - Partners with Microsoft & Intel to
launch Beanstalk Neo PC - Becomes the 1st company to cross 1 lac unit milestone in the Indian
Desktop PC market - Partners with Union Bank to make PCs more affordable, introduces lowest
ever EMI for PC in India - Launched RP2 systems to overcome power problem for PC users 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 - Accorded leader status by Meta
Group in Offshore Outsourcing. HCL is Indias No.1 PC 4th year in a row.
16

2005 -HCL completes buy-out of JVs with Deutsche Bank with BritishTelecom.Boeing Inks 787
Dream liner Design deal with HCL. HCL Infrastructure ranked No.1 service provider- CMP. HCL
Infosystems ties ups with Apple for iPod distribution.

2006- HCL Technologies signs largest ever software services deal with DSG. HCL as an
enterprise crosses the $4 billion watermark. HCL announces opening of its second European
outsourcing facility in June with the establishment of a delivery centre in Krakow, Poland.

2007- HCL enters a US$30 mn partnership with Konica Minolta Group (KM), to provide
software Services. This is one of the largest engagements in the country, with a Japanese
company.

17

ABOUT HCL INFOSYSTEMS

HCL Infosystems, an information enabler, offers its customers technology solutionsacross
multiple platforms. This is as a result of its expertise in developing state-of-the-art enterprise
solutions; understanding of the networking technology; its designcapabilities in product
engineering; integrating diverse solution components and itsaccess to specialized technology
for turnkey projects through partnerships with various world class players.
With a definite and distinct focus on end-to-end enterprise solutions and personalcomputers,
HCL Infosystems (HCL Insys) has direct customer service centers at 151 locations, 3 software
export facilities and state-of-the-art manufacturing facilities.HCL Insys has six overseas business
entities in US, UK, Australia, Singapore, Malaysia and Canada. HCL Insys manufacturing
processes are ISO 9001 certified,while its software development processes have achieved SEI
CMM Level 4.The company has an Internet subsidiary - HCL InfiNet Limited, a leading
NetworkServices

Provider.

With

mission

to

provide

world-class

information

technologysolutions and services to enable its customers to serve their customers better,
HCLInsys is setting new standards of information technology in India.
HCL Infosystems are Indias premier information enabling company. Leveraging its29 years of
expertise in total technology solutions, HCL Infosystems offers valueadded services in key areas
such as system integration, networking consultancy and a wide range of support services.
HCL Info systems is among the leading players in all the segments comprising thedomestic IT
products, solutions and related services which include PCs, servers,networking products,
imaging and communication products.
Contentiously meeting the ever increasing customer expectations and applications, itsfocus on
integrated enterprise solutions has strengthened the HCL Infosystemscapabilities in supporting
installation types ranging from single to large, multi-location, multi-vendor and multi-platform
spread across India. HCL Infosystems, today has a direct support force of over 1700+ members
and is operational at 260+locations across the country and is the largest such human resource

18

of its kind in theIT business. A majority of the team members have been specially trained in a
varietyof supporting solutions, the companys key focus area.
HCL Infosystems manufacturing facilities are ISO-9001-2000 & ISO 14001 certifiedand adhere to
stringent quality standards and global processes. With the largestinstalled PC base in the
country, foru indigenously developed PC brands - Infinity,Busybee, BeanStalk and
EzeeBee- and its robust manufacturing facilities. HCLInfosystems aims to further leverage its
dominance in the PC market. It hasconsistently rated as top player in the PC industry by IDC.
The Infinity line ofbusiness computing products is incorporated with leading edge products
isincorporated with leading edge products from world leaders such as Intel. A fullyintegrated
and business ready family of servers and workstations, the Infinity.Global Line is targeted at
medium and large companies to help them to manage theirenterprise related applications. It
has considerable dominance in verticals likeFinance, Government and Education & Research.
The Channel Business of HCL Infosystems has an extensive network of over 2500+resellers
across 300 locations. It has actively promoted the penetration of PCs in thehome and the small
office/home office (SOHO) segments, through Beanstalk, Ezeebeeand Busybee PCs and
Toshiba Laptops.
HCL Infosystems has two focused business units while HCL Infosystemsconcentrates on the IT
products, solutions and related services business, HCL InfiNetfocuses on the rapidly growing
communication and imaging products, solutions andservices industries.
HCL InfiNet, with a presence in more than 35 cities, has the ability to serve around250 cities in
its catchment area. It provides corporate networking services like virtualprivate network,
broadband internet access, hosting and co-location services, designing and deploying Disaster
Recovery Solutions and business continuity solution, application.
Services, managed security services and NOC services over its state of the art IP network to
over 200 corporate.With office automation (OA) division being part of HCL.
HCL InfiNet now has an exclusive sales and support partnership with Toshiba Corp., Japan, for
its photocopier products. The product portfolio covers a range of otheroffice automation and

19

communication products through alliances with world leaders including Duprinters from
Duplo, Data projectors from In Focus, TelecommunicationSolutions from Samsung and Ericssion
and mobile communication products fromNokia.
HCL InfiNet has a strong and dedicated retail network of Nokia Professional Centers,Nokia
Priority dealers, Re-Distribution stockiest and Nokia Care centers across thecountry.
HCL has closely seen the IT industry right from the scratch, and has activelyparticipated in its
progress. During the 29 year journey, it has picked up valuable lessons in serving the IT needs of
the Indian customer and gathered domain expertiseto successfully service various business.
As a leading information enabler, HCL Infosystems has long standing relationshipswith world
technology leaders such as SUN for enterprise computing solutions, Inteland AMD for PCs and
servers, Microsoft, Novell and SCO for operating systems andsoftware solutions, Toshiba Corp.
for business automation equipment, SAP AG forspecialist ERP solutions and Oracle, Sybase and
Informix for RDBMS platform, EMC and Vertis for storage solutions. The aim is to straddle the
entire landscape ofinformation enabling technology far more comprehensively, effectively
andcompetitively. Indeed, a vision to create enterprise of tomorrow.
HCL is a leading global Technology and IT enterprises with annual revenues of US$4 billion. The
HCL Enterprise comprises two companies listed in India, HCLTechnologies and HCL Infosystems
.The 3 decade old enterprise, founded in 1976, isone of Indias original IT garage start ups. Its
range of offerings span R&D andTechnology Services, Enterprise and Applications Consulting,
Remote InfrastructureManagement, BPO services, IT Hardware, Systems Integration and
Distribution ofTechnology and Telecom products in India.
The HCL team comprises 45,000professionals of diverse nationalities, operating across 17
countries including 360 points of presence in India. HCL has global partnerships with several
leading Fortune1000 firms, including several IT and Technology majors.

20

6 S OFFERING FOR BUSINESS EMPOWERMENT OF HCL INFOSYSTEMS

NEED
In the emerging net economy, IT infrastructure Plays the role of a Powerful businessenabler to
improve your business processes, to help you focus on your goals andstrategies and more
importantly, to help you serve your customers better. ITInfrastructure demands constant
change latest technology, reliable operations andhigh availability. Leaders like you, in the
process of selecting the best of breed intechnology, require integrating different solutions from
various vendors. Thus asituation where you need a strong reliable and trusted partner
committed to deliverbeyond just services.

ADVANTAGE
Staying competitive in todays dynamic business environment means finding newways to
reduce costs while maximizing the value of your technology and personal resources. More than
ever, your ability to "do more with less" determines howsuccessful your organization will be.
Thats why HCL Insys helps you achieve. Bychanneling our in-depth expertise gained from over
28 years of IT Domainexperience. We provide a full bandwidth of services specifically designed
to meetyour complete IT needs. And as a single window for completing business
solutionswherever you are located....... We make IT possible to save money......WE TELL YOU
WHERE as well as time ......WE SHOW YOU HOW

21

The 6 S
SOLUTIONS:
The one stop shop solution center for all your IT needs, customized to meet and scalewith your
unique Business Needs.

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

SUPPORT:
Pan-India footprint of support and logistic 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:
We help you find new ways to reduce costs & "do more with less" by maximizing thevalue of
your technology and personal resources, thereby reducing your total cost ofownership (TCO).

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

22

BUSINESS MODEL

The HCL Enterprise comprises two companies listed in India, HCL Technologies andHCL
Infosystems. HCL Technologies is the IT and BPO services arm focused onglobal markets, while
HCL Infosystems is the IT hardware and system integrationarm focused on the Indian market.
Together, these entities have uniquely positionedHCL as an enterprise with service offerings
spanning the IT Services and Productspectrum. Source: www.hcl.in

23

ABOUT HCL FRONTLINE DIVISION

The HCL Frontline Division of HCL Infosystems Ltd. focuses on providing solutions and valueadded services to small and medium corporate, the small office/home officeand the home
buyer. Involved in marketing and distributing national and international brands of computer
systems and peripherals, the Frontline Division evolves innovative channel strategies to widen
its market reach, and offers value addedsupport services to users. The extensive distribution
network established by theDivision encompasses more than 800 resellers and close to 300
retail outlets across300 cities. Using its unmatched strength in distribution, Frontline has big
plans toincrease penetration of notebooks in SOHO/SME segments. The organization plans
touse its already established retail network in big way for this. It has proved itsdistribution
might in the PC segment already where it has pioneered on several fronts,with retail being just
one.
The Divisions singular mission has been to continuously anticipate and exploretechnologies that
have emerged as strong trends and established market standards inthe computing world
globally, and bringing these to the Indian user in as short a timeas possible. Widely recognised
for opening up several frontiers of the world ofcomputing to Indian users, the Division has
partnered Dragon Systems, Inc., theworlds leading supplier of speech and language technology,
to introduce speechrecognition tools in the country.
In Kerala the Frontline Division is represented by its state franchisee Team FrontlinePvt. Ltd. It is
an ISO 9001 certified company and an extremely customer focused ITprovider.

24

ABOUT HCL OFFICE AUTOMATIONDIVISION

HCL Insys Office Automation Division (OA Division) is poised to leverage the convergence
between IT, communications and office automation through its productand service offerings.
The OA Division has an exclusive sales and support partnership with Toshiba Corporation, Japan
for its photocopier products. Its product portfolio covers a range of other office automation and
communication

products

throughalliances

with

world

leaders

including

mobile

communication products from Nokia,Duprinters from Duplo, data projectors from InFocus,
Digital Mail Inserting Systemsfrom Pitney Bowes and telecommunication solutions from
Samsung and Ericsson. Itsnetwork has 65 independent dealers, who stock and sell consumables
for peripheraland devices. It also offers direct field support spanning 85 locations, through
15regional offices and 20 area offices assisting 74 service locations. The service is alsoextended
to a large base of installed products through its Test and Repair Centers(TRCs). These TRCs are
manned by 450 customer engineers and 68 managers locatedacross India, with a head office at
Noida and a Spare TRC at Chennai. The centersalso provide upgrades to existing customers,
keeping them abreast of cutting edgetechnology at all times. Finally, the division also offers
Bring-In-Maintenanceservices for a range of products such as Nokia mobile phones and
accessories, and HP Peripherals.

25

Alliances & Partnerships

To provide world-class solutions and services to all our customers, HCL hasformed 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 HCL access to best technology & products aswell enhancing
our understanding of the latest in technology. On the other handthey enhance the product
portfolio, and enable us to be one stop shop for ourcustomers.
HCL has always prided itself on its partnership engagements. Partner models are alsoevolving in
the technology industry. Innovation has extended into the ecosystem andcommunity based
engagements are coming into play. HCL has also enhanced itsrelationships with partners and is
creating a variety of innovative partnership models, with various approaches to risk-reward
sharing. Some of the notable partnerengagements:

26

KEY PARTNERSHIPS

27

Product and Services

HCL

Infosystems

portfolio

of

products

covers

the

entire

spectrum

of

the

informationtechnology needs of its customers.

By virtue of the immense diversity of markets and customers that it addresses,
HCLInfosystems products offering include everything from high-end enterprise levelservers
mission critical applications to multimedia home computers.
Need of customers may vary from person to person. One can give importance to costof the
product and for the other features are more important. Use may be different assomeone is
using it for office purpose, someone for home use, and others for businesspurpose. Needs of
customers are different hence requirement may also be different.HCL Infosystem fulfills all the
requirements of its customers ans has tailor madesolution for them.

HCL Infosystems Product Portfolio

DESKTOPS AND NOTEBOOKS

Business PCs

Home PCs

HCL Laptops

Intel WORKSTATIONS

Infiniti challenger workstations

SUN Workstations

AMD WORKSTATIONS

Infiniti Xcel Line 2200NL

28

Infiniti Xcel Line 2200SY

SERVERS
Intel Servers

Infiniti Global Line Servers

IGL Entry Level Servers

IGL True Enterprise Servers

IGL Blades Servers

IGL Itanium Servers

Infiniti Solutions

AMD Optrons 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

SUN Thin Clients

29

NETWORKING PRODUCTS

WinSmart Switch

SNMP Managed Switch

SECURITY PRODUCTS

HCL Info Wall

HCL InfoSecuAccess

HCL InfoVPNe

HCL InfoNetMon

HCL InfoSurveillance

HCL InfoSecuDesk - BiometricLogon

Hcl InfoSecuDesk SmartCardLogon

HCL InfoSmartCard

HCL InfoLoadBalancer

HCL InfoSMS

HCLInfoDashboard

HCL InfoAttendence

HCL InfoAttendance BN model

HCL InfoAttendance SN model

STORAGE SOLUTIONS
HCL Storage Solutions

HCL Infiniti SAN ARRAY 2502FC

HCL IGL NAS Servers IGL NAS 1400 BT

IGL NAS 2700 SP IGL NAS 2700 BD

30

SUN Storage Solutions

TOSHIBA NOTE BOOKS

SOLUTIONS

Infrastructure Services

Networking Services

Security Services

Facilities Management Services

Domestic Hardware Services

SOFTWARE LICENSES
PRESENTATION PRODUCTS AND SOLUTIONS

Projectors

Hitachi

Toshiba

Infocus Plasma/LCD

Hitachi

Toshiba Interactive Presentation System

Hitachi FX Series Starboard

Hitachi T17SLX Interactive Panel

Polyvision Walk and Talk Interactive Panel

Polyvision TS Series interactive Whiteboard

Polyvision Walk and Talk Interactive Whiteboard Visual Presenters

MVP-732

MVP-738DOCUMENTATION PRODUCTS AND SOLUTION Digital Duplicators

Folder

Digital Printing System Konica Minolta Laser Printers. Konica Minolta Production Printers

bizhub PRO C6501

31

bizhub PRO 950 Kyocera Mita-Wide Format MFDs

KM3650W

KM4850W Toshiba MFDs

e-STUDIO167/207

e-STUDIO351c/451c

e-STUDIO2820c/3520c/4520c

e-STUDIO232/282

e-STUDIO352/452

e-STUDIO600/720/850

e-STUDIO166/206

32

COMPETITORS OF HCL FRONTLINE DIVISION:

DELL

IBM

APPLE

LENOVO

HP-COMPAQ

ACER

SAHARA

ZENITH

INTEX

SONY

ASSEMBLED

OFFICE AUTOMATION DIVISION:

XEROX

CANON

RICOH

SHARP

KILLBURN

IE&CS

SAMSUNG

PANASONIC

COPYSTAR

OKIDATA

33

SWOT ANALYSIS OF HCL INFOSYSTEMS

STRENGTHS

29 years of experience in handling the ever changing IT scenario.

Ability to understand customers business and offer right technology Excellent service &
support infrastructure

Long standing relationship with customers

Pan India support & service infrastructure

Ability to provide the cutting edge technology at best-value-for- money Technology

Leadership

Proved to be an innovator and leader in technology

Its collaborations and joint ventures with international companies such as Perot System,
and partnership with world leaders like Ericsson, Toshiba, Nokia, Oracle and Microsoft,
enable it to bring the best technology available worldwide to its consumers.

24 locations in 16 countries

Fast paced and flexible work culture, which provides its employees autonomy to
accomplish the task without much pressure from the higher authorities. Thus,
employees are motivated to give their best to the organization.

The mass markets handled through a chain of dealers, resellers and retailers which help
bring technology usage closer to the individual. It has very strong distribution network.

Its pool of competencies: Hardware, Software, Training, Networking, Telecom and

System Integration.

34

WEAKNESSES

Poor Human Resource management system

No proper marketing channels and strategies

Awareness of complete line of products offered is not there in the market Perception of
customers is that HCL is a local brand and is inferior to the global brands

After sales services are not customers satisfactory

Poor customer relationship

Lack of HCL service centers in SMB cluster areas

Less promotional campaigns

OPPURTUNITIES

Expanding disposable income of people

A large number of Untapped SMBs are realizing the importance of I.T solutions to gain
an edge in their business.

IT industry booming at a rate of 45% every year

Increasing consumer awareness about IT and its use

Tremendous untapped potential of IT products in India

Increasing competition

Tie-ups with various MNCs enable to extract their core competencies

THREATS

Less franchise models

Local assemblers are biggest menace for the company

Advent of global players entering into India and setting up their manufacturing plants

Entry of MNCs i.e. IBM, Compaq giving direct competition

Inaccurate government database

35

RESEARCH METHODOLOGY
RESEARCH PROBLEM

HCL product feedback and market share of HCL and compared to other IT companies.

Company wants to know the satisfaction level of customer with its products

The business of HCL, The Company wants to know the potential market for its different
product in order to expand and retain its market share.

RESEARCH DESIGN

Determined the Information Sources: The data has been gathered through secondary
sources.

PRIMARY DATA is collected through questionnaire, search and research through place
where todays computer and office automation products has been mostly used.

SECONDARY DATA has been collected through magazines, newspapers, journals, and
websites and through other approaches.

DATA COLLECTION
The data has been collected by gathering information through the officialwebsites, magazines
and journals.

DEVELOPED THE RESEARCH FRAME:

This included deciding upon various aspects for the project on which theentire research is
based. The research frame included:

SAMPLING TECHNIQUE: The samples were taken on the basis of simple random and
convenient sampling. The tools used for the analysis are chi-squaretest, Friedman test,
weighted average method, bar graphs, pie-charts etc.

36

NATURE OF STUDY
The project on which work is done is descriptive and inferential in nature.

DATA SOURCE:
I took the help of both primary as well as secondary sources. Primary sources being interaction
with various IT people of the selected company and institutes and filling up questionnaire by
them. Secondary sources being the Internet as the medium and the official sites of the
companies of IT sectors and corporate selling and feedback of HCL

INSTRUMENT USED
A Questionnaire cum personal interview was used for market research for both the segments
horizontal and vertical. The company in which the research is done provided the Questionnaire
and an idea of its prospective clients.
SAMPLE SIZE Sample size for the research is fixed. It counts to 150. It includes both corporate
offices and institutes.

37

Responds according to the Product

Satisfaction of HCL
products.

35%

17%
Unsatisfied

48%

Very Satisfied
Satisfied

38

21%

8%
30%

41%

Very
Satisfactory
About
Average
Some what
satisfactory

39

3%

13%

9%

23%Much better
Somewhat
Equivalent
Equivalent

52%

Some what worse

The following table shows no. of responds according to

competitors. Out of 150 respondents.
Factors

No of Respondents

Percentage

Much Better

13

9%

Some what Equivalent

35

23%

Equivalent

78

52%

Somewhat worse

3%

Dont know or never used

19

13%

40

Overall quality

14%
9%

30%

Value

Purchase
Experience

47%

Usages
Experience

41

AN INSTITUTIONAL DEMAND REPORT

Short Analysis
I have visited 150 institutions for the demand of HCL Laptop and Desktop.

Among them only 65 institutes are given positive response towards

HCL to buy its product in future.

Institutional Demand

Positive
43%
Negative
57%

INFERENCE
Out of 150 Respondents 57% of them are given negative response, 37% of
them are given positive response towards HCL to buy its product in future.

42

Responds according to the institutional demand of

HCL products
Institutional responds towards HCL

2% 5% 3%

33%

Agree
Disagree

57%

Strongly agree
May be
Can't say

INFERENCE
Out of 150 Respondents 33% of them are agree, 57% of them are disagree,
2% of them are strongly agree, 5% of them are given may be and 3% of
them are given cant say responds for purchase of HCL products.

43

 While purchasing the machine majority of consumers are

influenced by the price and quality
Some consumers are giving more importance to the brand image.
Many consumers are only almost satisfied with product and
services but not fully satisfied. The reason is customer expects good
and more services.
After sales service of the product is poor.
The customers need to be trained to manage the minor repairs of
the Machine.
Most of the consumers are unaware of the other products of HCL.

44

ROMMENDATIONS

1. In order to maintain top positions in the market the company should design flexible
schemes like exchange components.
2. The power consumption of the equipment should be reduced.
3. The after sales service should be improved by highly skilled service engineers at
time, so that it can continue as the market leader.
4. Steps have to be taken to make customers know in detail about the product and if
possible rectify small repairs. This would help incase of any emergency because they
cannot wait until the service people come from office.
5. The direct selling is very much appreciated by the owners of HCL, so this is the
best method to sell the duplicators. Therefore, the company can fully concentrate
over this method to make it to be more effective.
6. Since most of the customers are satisfied with the quality, brand and service of the
product, the company can introduce more and more products and services by keeping
the product line.
7. Media centre edition software is a popular product of HCL, which is most invited
by the HCL customers, similar software products of this kind could be launched for
HCL customers.

45

CONCLUSION

This project was carried out to study the customer satisfaction of HCL products and
services and also to find the customers expectations and needs of the products. This
also enabled to understand the dealers and customers relationship. During this
research various types of users and customers were met.
The Results and findings of this research study clearly exemplifies the fact that an
indepth market study has been conducted and all the objectives set for this research
work has been fully accomplished and the analysis has been performed.
Owing my thanks for HCL infosystems - Frontline division, for offering me a
wonderful opportunity to explore basics of Customer Relationship Management
(CRM) & finally to conclude the researcher states that this project has given him a
very good experience about the Customers.
I hope that this opportunity would be highly helpful for me in my career.

46

BIBLIOGRAPHY
1. Marketing Management by Dr. Philip Kotler.
2. HCL web site:
www.hcl.com
www.hclinfosystem.com
www.hcltech.com
3. Other web site:
www.wikipedia.com
www.slideshare.com
www.indiainformation.com

47