Ganesh introduction

1. INTRODUCTION
1.1 Introduction:
What is marketing?

The term has changed and evolved over a period of time, today marketing is based
around providing continual benefits to the customer, these benefits will be provided
and a transactional exchange will take place.
The Chartered Institute of marketing defines marketing as „The management process
responsible for identifying, anticipating and satisfying customer requirements
profitability.
If we look at this definition in more detail Marketing is a responsibility and should not
be solely left to junior members of staff. Marketing requires co-ordination, planning,
implementation of campaigns and a competent manager with the appropriate skills to
ensure success.
Marketing objectives, goals and targets have to be monitored and met, competitor
strategies analyzed, anticipated and exceeded. Though effective use of market and
marketing research an organization should be able to identify the needs and wants of
the customer and try to delivers benefits that will enhance or add to the customers
lifestyle ,while at the same time ensuring that the satisfaction of these needs results in
healthy turnover for the organization.
Philip Kotler defines marketing as “satisfying needs and wants through an exchange
processes”.
Within this exchange transaction customers will only exchange what they value if they
feel that their needs are bring fully satisfied, clearly the greater the benefit provided the
higher transactional value an organization can charge.
P. Tailor defines marketing as „Marketing is not about providing products or services
it is essentially about providing changing benefits to the changing needs and demands
of the customer‟.

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Role of Marketing in customer satisfaction

It takes careful planning and a comprehensive understanding of the marketplace order
to develop a business strategy that will ensure success. The most successful businesses
have undoubtedly started with a marketing plan.
Marketing fulfills a vital function. A business owner must be familiar with the
business's customer base, as well as the strengths and weaknesses of the business's
competitors. These factors, and others, should be identified in a well-prepared
marketing plan.
A good plan will outline how a business can attract and retain customers, how it will
compete against its competitors, and the budget needed to attain positive results. It
should include market research, business location, the target customer group,
competition, the product or service being sold, budget, and advertising and promotion.

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Market Research:
An effective marketing plan begins with conducting market research. This will provide
relevant data that will help you solve any potential marketing problems. Often, the
three most pragmatic ways to conduct market research are by using a direct mail
survey, a telephone survey, or by conducting a focus group.
If using a direct mail survey, be sure to keep your questions short, with a total length of
no more than two pages. A consumer probably won't voluntarily fill out and mail back
a long questionnaire without an incentive. In addition, you should include a postage-
paid envelope, so that the respondents don't have to pay for the privilege of helping
you. If your budget is sufficient, send a reminder about two weeks after the initial
mailing. Keep in mind that direct mail is probably the most costly form of research,
with the printing of direct mail pieces, envelopes, postage, and any incentive used, and
usually has the least favorable response rate.
Phone surveys are usually the most cost-effective manner in which to conduct a
survey, in that you don't have print or mailing costs, and have a better chance of getting
an individual to respond than if you simply mail a survey. The main costs are the
interviewer's fee, phone charges, and preparation of the questionnaire.
No matter what type of market research you do, your focus should be on gathering
enough information to determine who your potential customers are, if there is a
demand for your product or service, if there are competitors in your area and, if so,
how successful they are in the marketplace.
Customer satisfaction can be achieved by adopting proper marketing strategies and
giving due consideration to the customers i.e. selling and marketing the products not
just for the purpose of increasing earnings or profit maximization but, also for the
satisfaction of customers.

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What is Customer Satisfaction?

Customer satisfaction a state that results when an exchange meets the needs and
expectations of the buyer. Exchange the provision transfer of goods, services and ideas
in return for something of value customer satisfaction - know that s is s. Consequently,
must develop strategies intended to build relationships that result in s returning to
make more customer satisfaction.
The degree to which there is match between the customer's expectations of the product
and the actual performance of the product customer satisfaction.
The provision of goods or services which fulfill the customer Â's expectations in terms
of quality and service, in relation to price paid.

Customer Service Programme
Customer satisfaction research or service research conducted to measure overall
satisfaction with a product or service and satisfaction with specific elements of the
product concentrate on continued R&D investment, customer satisfaction activities
(with actionable response and follow-up), product guarantees, innovative promotions
and advertising messages that apolitically support the brand's promise.

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Methods of monitoring customer satisfaction:
An organization must continue to satisfy customers, but let‟s be honest; it is very
difficult to keep 100% of your customers satisfied all the time.
The main goals are to optimize revenue through improved customer satisfaction via
improved interactions at each customer touch point.
Market research that concentrates on statistics and other numerical data, gathered
through opinion polls, customer satisfaction surveys and so on. Compare 'qualitative
research'.

Qualified Leads
Qualitative Research
Quantitative Research

CRM - Customer Relationship Management –
Improving interaction with customers with the aim of increasing customer satisfaction
and loyalty.
Questionnaire A document that is used to guide what questions are to be asked
respondents and in what order, sometimes lists the alternative responses that are
acceptable.An excellent research instrument for libraries to assess customer
satisfaction.
Just make sure that any mailing list includes instructions on how to "unsubscribe" so
that they can remove themselves from the list when they want to. That way you
preserve customer satisfaction and still get the advantages of very inexpensive.
Social Responsibility in marketing the recognition by marketers that the well-being of
society and customer satisfaction is as important as profits in assessing marketing
performance.

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ABOUT THE STUDY

The study reveals the marketing services rendered by HCL laptops. HCL increase
having one of the vast networking for computer hardware‟s, software, music player
and many more.
I have made a research on the various production of HCL including its marketing
strategies, customer behavior, financial position etc. I started the research with a
problem on how cans a person start manufacturing in its garage and can turn out to be
a great winner worldwide. Also, I started thinking on how can a company run such a
vast network having spread in more than 47 countries.
With the aim of knowing the minute details of the company and to reveal it with
making an in-depth study. I have made the research.

.

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1.2 OBJECTIVE

 To study the marketing of multiple products of HCL laptops

 To know the awareness of HCL laptops increase among the customer

 To know the availability of HCL laptops in market

 To know the rating of the HCL laptops

 To study rating of cost of laptops

 To study the after-sale service offered by the company

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1.3 SCOPE OF THE STUDY

 To understand the functioning of the company

 To learn how the company runs the widest network world wide

 Can learn from it to implement in our work for result

 Can take a helping hand from the local network

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1.4 LIMITATIONS OF THE STUDY

 Primary data was difficult to collect.

 Have to depend on mostly secondary data and some primary data.

 Very short time frame for the research work.

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2. RESEARCH METHODOLOGY

Primary Data
In simple world the first hand information or firsthand data is known as primary data.
In LAYMAN‟S language, “it is the data which is collected afresh and first time and
happened to be the first hand information” is called the PRIMARY DATA.
Also, it can be said “It is the data collected by the researcher directly from the
respondents”.
There are various methods of collecting the primary data, few are mentioned below:
 OBSERVATION
 INTERVIEW
 QUESTIONNARIES
 SCHEDULE
Observation:

I have collected the information from many sources are undergoing many different
methods of data collecting. I have deep observed the market and have concluded that
market is having big demand and expectation from the company. While the observed
as many factors as possible and important for the research.
Interview:

I have interview the manager in pune who has the authorized dealership of the product
and have got good and appreciating results in favor of products and also military area
in pune. This process or method of data collection through interview helped me a lot to
collect the relevant data or authentic information and the market credibility of the
company.
Questionnaire:

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I had prepared the list of dozen questions and have asked around 50 people using the
products of this company who are happy with the result the product have given. During
the questionnaires session I have covered almost all there relevant areas and have
asked thereafter only. Questionnaires results given a clear picture of the credibility and
abilities of the product.

Schedule:

During interview session and other session of the product. I have information
indirectly from the consumers which I have noted down all the important point and
have shown them in the research.
Secondary Data

In simple words the second hands information or second hand data is known as
secondary data.
In Layman‟s language “The information or the details reused by someone who is
gathered by someone else to solve the purpose or aim or objective or requirements to
solve the problem of research” is known as a secondary information or data.

Sources:

 Referring the “computer technology magazines” from the library.

 Taking information from details gathered by somebody else.

 Taking information from different website from internet.

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3. COMPANY PROFILE

3.1 Introduction of Company:-
HCL is an Indian group company that focuses on global technology and IT enterprise
services. Today, also known as HCL Enterprise, the company is a holding company
that comprises two publicly listed India companies, HCL Technologies and HCL
Infosystems. HCL was founded in 1976 by Shiv Nadar,Ajay Chowdhary and four of
their colleagues. HCL was focused on addressing the IT hardware market in India for
the first two decades of its existence with some sporadic activity in the global market.
In 1981, HCL seeded a company focused on addressing the computer training industry,
NIIT, though it has currently divested its stake in the company. In 1991, HP took
minority stake on the company (26%) and the company was known as HCL HP for the
five years of the joint venture. On termination of the joint venture in 1996, HCL was
split as HCL Technologies (to address the global IT services market) and HCL
Infosystems (to address the Indian and APAC IT hardware market). HCL has since
then operated as a holding company.

HCL is a leading global Technology and IT enterprises with annual revenues of US$
5.5 billion. The HCL Enterprise comprises two companies listed in India, HCL

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Technologies (http:www.hcltech.com/) and HCL
Infosystems(http://www.hclinfosystems.in/).

The 30 year old enterprise, founded in 1976, is 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 products
in India. The HCL team comprises 77,000 professionals of diverse nationalities,
operating across 29 countries including 500 points of presence in India. HCL has
global partnership with several leading fortune 1000 firms, including several IT and
Technology majors.

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HCL Technologies is India‟s fourth largest Indian Services Companies, providing
software-led IT solutions, remote infrastructure management services and BPO.
Having made foray into the global IT landscape in 1999 after its IPO, HCL
Technology focuses on Transformation Outsourcing, working with clients in areas that
impact and re-define the core of their business. The company leverages an extensive
global offshore infrastructure and its global network of offices in 16 countries to
deliver solutions across select verticals including financial services, Retail &
Consumer, Life Sciences Aerospace, Automotive, Semiconductors, Telecom and MPE
(Media Publishing & Entertainment) For the quarter ending 31st December 2006, HCL
Technologies, along with its subsidiaries had revenue (TTM) of US $ 1.155 billion
(Rs. 5220 crore) and employed more than 38,000 professionals.

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HCL Infosystems Ltd, a listed subsidiary of HCL is an India-based hardware and
systems integrator. It claims a presence in 170 location and 300 service centers. Its
manufacturing facilities are based in Chennai, Pondicherry and Uttarakhand and the
company is headquartered in Noida.

Business Model:

The HCL Enterprise comprises two companies listed in India, HCL Technologies and
HCL Infosystems HCL Technologies is the IT and BPO services arm focused on
global markets, While HCL Infosystems is the IT, Communication Office Automation
Products & System Integration arm focused on the Indian market. Together, these
entities have uniquely positioned HCL as an enterprise with service offerings spanning
the IT Services and product spectrum.

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HCL DNA:

The TIME magazine has referred to HCL as an "intellectual clean room where its
employees could imagine endless possibilities". The fact is, over the last thirty years
that HCL has been operational, the company has stood by its values and corep
Fueled by the entrepreneurial zeal of its founders, HCL developed the first indigenous
micro-computer in 1978, at the same time as Apple. Since then, HCL has had a 3
decade rich history of inventions and innovations. Entrepreneur is the term that best

describes the HCL employees. Ever since HCL has entered into an alliance in 1970s,
partnerships and HCL have been inseparable. Bonds have been forged with partners to
co - create value.

Strong inorganic growth is a testimony to the spirit of partnerships.This entrepreneurial
and win-win relationship driven culture continues to guide HCL in all its endeavors.

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ABOUT HCL INFOSYSTEMS

HCL Infosystems Ltd. with annual revenues of US$ 2.7 Billion (Rs. 11,855 crores) is
India‟s premier information enabling and ICT system Integration company offering a
wide spectrum of ICT products that including computing storage, Networking,
Security, Telecom, Imaging and Retail. HCL is a one- stop- shop for all the ICT
requirements of an organization.

India‟s leading system Integration and Infrastructure Management Services range of
Digital Lifestyle products in partnership with leading global ICT brands, Including
Nokia, Apple, Kodak, Toshiba, Bull, Ericsson, Cisco, Microsoft, Konica Minolta and
many more.

HCL today has India‟s largest vertically integrated computer manufacturing facility
with over three decades of electronic manufacturing experience HCL desktops is the
largest selling brand into the enterprise space. With India‟s largest ICT services
network that reaches to every corner of India‟s HCL‟s award winning support services
make it the preferred choice of enterprise and consumers alike.

HCL Infosystems, India‟s premier information enabling and integration company
offers its customers technology solutions across multiple platforms. It has partnership
with some leading global player like Intel, AMD, Toshiba, Ericsson, Microsoft, Nokia,
Apple and Zee among other.HCL Infosystems has direct customer services center
across 400+locations and two ISO 9001 certified state of the art manufacturing
facilities. With a mission to provide world- class information technology solutions and
services to enable its customers to serve their customers better, HCL Infosystems is
forever setting new standards of IT in the country.

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3.2 HISTORY

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

YEAR HIGHLIGHT

- Foundation of the Company laid
1976
- 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

- Initiation of application development in diverse segments
1978
such as textiles, sugar, paper, cement , transport
- Formation of Far East Computers Ltd., a pioneer in the
1980
Singapore IT market, for SI (System Integration) solutions
- Software Export Division formed at Chennai to support the
1981
bespoke 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
1983 applications for the first time, to increase ease of operations.
The response to the advertisement was phenomenal.

- HCL develops special program generators to speed up the
development of applications
- Bank trade unions allow computerization 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

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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
- Zonal offices of banks and general insurance companies
adopt computerization

- Purchase specifications demand the availability of RDBMS
1986 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 (basic
line, team line.)
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
- 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

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- Kolkata and Noida STPs set up
1997
- HCL buys back HP stake in HCL Hewlett Packard
- Chennai and Coimbatore development facilities get ISO
1998 9001 certification

- Acquires and sets up fully owned subsidiaries in USA and
UK

1999 - Sets up fully owned subsidiary in Australia

- HCL ties up with Broad vision 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 MAIT's Award for Business Excellence

- Rated as No. 1 IT Group in India
-Launched Pentium IV PCs at below Rs 40,000
2001
-IDC rated HCL Infosystems as No. 1 Desktop PC Company
of 2001
-Declared as Top PC Vendor by Dataquest

-HCL Infosystems& Sun Microsystems enters into a
Enterprise Distribution Agreement
2002
- Realigns businesses, increasing focus on domestic IT,
Communications & Imaging products, solutions & related
services
- Became the first vendor to register sales of 50,000 PCs in a
quarter
2003
- First Indian company to be numerouno in the commercial

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PC market

- Enters into partnership with 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

- 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
on No.1 Brand in Desktop PCs.

- Maintains No.1 Position in Desktop PC Segment for year
2003.

- Enters into partnership with Port Wise to Support &
Distribute Security & VPN Solution in India.

- Partners with Microsoft & Intel to launch Beanstalk Neo
2004 PC.

- Becomes the 1st company to cross 1 lac unit milestone in
the Indian Desktop PC Market.

- Launched RP2 System 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.

- Launch of HCL PC for India, a fully functional PC priced
at Rs.9, 990/-.
2005
- Rated as the No.1 Desktop PC Company by IDC India -
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Dataquest.

- The Most Customer Responsive Company 2005.

- IT Hardware Category by the Economic Times -Avaya
Global Connect.

- Top 50 fastest growing Technology Companies in India &
Top 500 fastest Growing Technology Companies in Asia
Pacific by Deloitte & Touch.

- 7th IETE - Corporate Award 2005 for Performance
excellence in the field of Computers & Telecommunication
Systems by IETE.

- Best Bhoomi Brand 2005 by 360 Magazines. In the PC
Category. In the LCD Monitor Category

- India's No.1 Vendor for sales of A3 size Toshiba Multi
Functional Devices for the year 04-05 by IDC.

- Toshiba Super Award 2005 towards business excellence in
Distribution of Toshiba Multifunctional Products.

- Strategic Partner in Excellence Award by In focus
Corporation for Projectors.

- Most valued Business Partner Award for projectors by In
focus Corporation in 2005.

- 75,000+ machines produced in a single month.

- HCL Infosystems in partnership with Toshiba expands its
retail presence in India by unveiling 'Shop Toshiba'.

- HCL Infosystems& Nokia announce a long term
distribution Strategy.
2006
- HCL the Leader in Desktop PCs unveils India's first
segment specific range of notebook brand -'HCL Laptops'.

- IDBI select HCL as SI partner for 100 branches ICT
infrastructure rollout.

- HCL Infosystems showcases Computer Solution for Rural
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Markets in India.

- HCL Support wins the DQ Channel-2006 GOLD Award
for Best After Sales Service on a national wide customer
satisfaction survey conducted by IDC.

- HCL Info system first in India to Launch the New
Generation of High Performance Server Platforms Powered
by Intel Dual - Core Xeon 5000 Processor.

- HCL Forms a Strategic Partnership with APPEL to provide
Sales & Service Support for iPods in India.

- HCL Infosystems rated as number one Desktop PC
Company by IDC, Sixth year Successively.

- HCL Infosystem sustains its commercial Desktop PC
Leadership for fifth consecutive Year.

- HCL launches "Trusted ICT infrastructure platforms" for
the BPO-ITeS segment.

- HCL launches India's first High Performance Enterprise
Server Platforms powered by dual core titanium processors.

- HCL creates Dual Core Xeon Server at a price point of Rs.
43,900/-.

- HCL Completes 30 years India.

- HCL in association with The Music Academy, Madras
brings 'HCL Concert Series' to Chennai City.

- Enters into partnership with Casio.

- HCL establishes its manufacturing facility at Uttaranchal.

- HCL launches Beanstalk 2007 collection. A range of four
new HCL Beanstalk Digilife-
enablers,BeanstalkNano,Beanstalk Slim, Beanstalk Lifestyle
& Beanstalk Dominator.

- HCL introduces eco-efficient Notebooks PCs Complying
2007 with RoHS Directive.

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- HCL unveils initiative to create industry ready ICT
professionals- Launches HCL career Development centers.

- HCL launches 'Datacenter in a Box' - a Simplified IT
infrastructure solution in a 'box' targeted at small & medium
enterprises.

- HCL breaks the one terabyte storage barrier in computers-
launches India's first 'One terabyte' personal computer.

- Kodak and HCL ink agreement to distribute digital cameras
in India.

- HCL launches India's first multilingual POS printer HCL
star - TSP 700,Designed exclusively for the needs of rural
retailers.

- HCL unveils enterprise class 16 core server - India's first
server with 16 computing cores in a 7-inch (4u) form factor.

- Launches a new range of eco-sufficient desktop PCs,
Complying with RoHC directive.

- HCL Launches NETMAX; suite of networking products
and solutions expands its portfolio for emerging enterprises.

- HCL announces '360-degrees technology refresh program'-
new initiative aimed at capturing latest trends in technology
and delivering them to Indian enterprises.

- HCL announces launch of its workstation 2008 series for
MCAD and DCC professionals.

- HCL unveils the future of personal computing, Launches
next generation, ultra portable, Sub Rs.14,000/- leap tops
MiLeap Series for the first time in India.
2008
- HCL Strengthens its BFSI System Integration Portfolio -
Acquires a niche Banking Software Product Company

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HCL Infinet

HCL InfiNet is a 100% subsidiary of HCL Infosystems Ltd. India‟s premier
information enabling company. HCL InfiNet focuses on the ever-growing segment in
Imaging, Telecom and communication productions 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 InfiNet‟s product portfolio
covers a range of other office automation and communication products through
alliances with world leaders- including mobile communication product from Nokia,
Duprinters from Duplo, LCD projectors from in focus, Mass Mailing solutions from
Pitney Bowes and voice and telecommunication solution from Ericsson.

The Managed Network service offerings for corporate including VPN‟s ASP offerings,
Co Location/hosting CDNs‟ security, corporate internet telephone solutions, technical
and consumer help desks, 24/7 Network Operations centre monitoring and a host of
value added networking services. Consumer services including dialup PSTN/ISDN
Internet access, Valadon calling cards and VOIP telephony devices.

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3.3 THE COMPANY

In 1976 Nadar quit an executive job with Delhi Cloth Mills (DCM) along with five of
his friends to start a company, Micro comp Limited, The focus of the company was
design and manufacturing of scientific calculators. The venture provided its founders
money to start a company that focused on manufacturing computers. The company was
renamed as Hindustan computers Limited (HCL) and received support from the Uttar
Pradesh government to setup their manufacturing in Noida. The founders put together
Rs 2 million in the venture. In 1981, NIIT was started to cater to the increasing demand
in computer education. By early 2000s, Nadar divested his stake in this venture.

Government policy shaped HCL as was the all Indian companies of those eras. In 1977
polices of Indian industries minister George Fernandez meant that global giants like
IBM left India creating a major void in the computers industry (even coca-Cola left
India during this timeframe opposing the polices of the minister). HCL designed and
shipped microcomputers to address this gap, around the same time Apple introduced
personal computers in USA. HCL had many more accomplishments in the next half
decade, introducing 16 bit processor computer in 1981 and relational data base
management system, Networking operating system and client server architecture
solutions by 1983, In the days of Indira Gandhi government a radical police shift
changed the landscape of the computer industry by permitting the import of
technology. HCL utilized the opportunity to launch its first brand of personal
computers Busybee. By 1986 HCL became the largest IT Company in India. When
Manmohan Singh opened the Indian economy in 1991 as the finance minister, HCL
entered in to a partnership with HP to from HCL limited. HP picked up 26% stake in
the company to leverage on HCL‟s sales and distribution channels to sell its products
in India as well utilize the R&D team of HCL to customize its products to the Indian
environment. In 1994 HCL looked beyond PCs and tied up with Nokia for mobile
phone distribution and Ericsson for telephone switch distribution.

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HCL had always tried to address the global market and initially with mixed result. In
1979 the company set up a subsidiary in Singapore- Far East computers focused on
selling its computer products in the APAC region. In 1989 on the basis of a joint with
McKinney, HCL ventured into the US computer market with SCI roped in as
manufacturing partners. HCL America was born but in the words of the founder, “the
project fell flat on its face” HCL had failed to follow a very crucial step necessary to
enter the US market; The computer didn‟t get environmental clearances.

By 1996 Nadar realized that fellow companies TCS, Wipro and Infosys had
successfully entered the global software services market and realized the immense
opportunity. When the partnership of HCL was ended in 1996 HCL was split into
companies –HCL Technologies and HCL Infosystems. HCL Technologies was created
from the R&D division of erstwhile HCL HP and was to focus on providing third party
engineering and software services to global companies while HCL Infosystems would
focus on manufacture and sale of computer hardware in the Indian market.

Why HCL?

HCL Infosystems (HCL) draws it's strength from 30 years of experience in handling
the ever changing IT scenario , strong customer relationships, ability to provide the
cutting edge technology at best-value-for-money and on top of it, an excellent service
& support infrastructure. Today, HCL is country's premier information enabling
company. 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, HCL has a product range, sales & support capability to service the needs of
the customer.

Last 30 years apart from knowledge & experience have also given us continuity in
relationship with the customers, thereby increasing the customer confidence in us. Our
strengths can be summarized as:

 Ability to understand customer's business and offer right technology.
 Long standing relationship with customers.
 Pan India support & service infrastructure.
 Best-value-for-money offerings.

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Technology Leadership

HCL Infosystems is known to be the harbinger of technology in the country. Right
from our inception we have attempted to pioneer the technology introductions in the
country either through our R&D or through partnerships with the world technology
leaders.

 Using our own R&D we have:
 Created our own UNIX & RDBMS capability (in 80s).
 Developed firewalls for enterprise & personal system security.
 Launched our own range of enterprise storage products.
 Launched our own range of networking products.
 We strive to understand the technology from the view of supporting it post installation
as well. This is one of the key ingredients that go into our strategic advantage.

HCL Infosystems has to its claim several technology pioneering initiatives. Some of
them are:

 Country's first Desktop PC - BusyBee in 1985.
 Country's first branded home PC - Beanstalk in 1995.
 Country's first Pentium 4 based PC at sub 40k price point.
 Country's first Media Center PC

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3.4 HCL Support& Service

Walk-in centers: Reaching out to over 4000 plus towns HCL Touch has 505 HCL owned
and manned service locations across the country. Bring HCL service convenient and
close to you. Multilingual remote support- 11 vernacular languages.
All HCL Laptops come with a Standard Warranty that covers repairs or replacement of
any defective part during the warranty period in case of any genuine failure of the parts.
HCL also extends the warranty to reinstallation of all pre-loaded software.

HCL Touch 24*7*365 days support

With HCL Touch you are just a call away; anytime, anywhere. HCL Touch 24*7
Response center provides you a ticket number and registers your support request on
HCL Laptops. HCL Touch provides you the convenience of remotely solving your
problem through an experienced team of technical experts. These experts in the
hardware and software fields will access your Laptop over secure links and remotely
diagnose and resolve the problem. This service is available 24 hours a day; further
HCL Touch has the facility to provide support in 11 vernacular languages of our
country.

HCL Touch Bring-in Support/Walk-in Support

HCL Touch caters to over 4000 towns pan India with a footprint of Company owned
brick and mortar offices in over 505 locations. These HCL Touch service centers are a
direct company owned walk-in points for customers.

HCL Touch Data Security

Your HCL Laptop contains your precious data and personal information. With HCL
touch you are assured that you are handing over your HCL Laptop into the trusted
hands of HCL employees at company owned outlets. Robust processes implemented at
HCL Touch assure you that your data is in safe hands and safely returned to you.

HCL Touch Onsite support

31

HCL Touch onsite support offers you the convenience of Onsite support at your office
or at home. This service is available pan India, where the service engineer will visit
customer site for repair and maintenance of your laptop. Option of Express service and
delivery is also available with HCL Touch in select towns.

HCL Touch International Warranty

With HCL Touch you are assured of support, where ever you may be on the globe.
Through HCL‟s 24*7*365 days support, you are just a call away where ever you may
be.

HCL Touch Pick and drop facility

HCL Touch offers customers the option of pick and drop of their HCL Leaptops for
repair and maintenance across the country.

HCL Touch Data Recovery

Depending on customer‟s requirement, HCL Touch can

Restore deleted files
Repair corrupted files
Recover data from crashed/corrupted hard disk and corrupt partitions
Recover data loss due to Accidental formatting,
Recover data loss due to Virus corruption,
Recover data loss due to OS corruption,
Recover data loss due to Database corruption,
Repair damages due to handling and power fluctuations.

HCL Touch Anti Virus
HCL Touch undertakes installation, cleaning and up-gradation of antivirus software. A
customer care specialist guide customers for online purchase from antivirus portals and
assists them through installation. HCL can undertake the process through physical
handing over of HCL Laptops at any of the service centers for those not very
comfortable with technology.

HCL Touch tracking services
Under this unique service offered by HCL Touch ensures that the customer is
automatically updated through an SMS/email against theft or unauthorized access of

32

HCL Laptops.

HCL Touch Health check
HCL believes in “prevention is better than cure” and recommends regular check up of
HCL Laptops for optimizing performance, and screening against security threats. This
service is available both as a remote support or onsite service. You can also undertake
the health check up by physically handing over the HCL Laptop to any of the 505
service locations.

HCL Touch Fortressing
under the HCL Touch fortressing services specialized HCL Touch engineers study the

general condition of the HCL Laptop of the customer - performance, fine tuning and
up-gradations required for better performances and help customers to install Anti
spam, Anti-virus and personal firewall software

HCL Touch Operating System and software support

HCL Touch will assist customers on re-installing, maintaining and repairing of pre-

loaded licensed OS/software in HCL Laptops at the time of purchase.

HCL Touch Peripherals Installation and Configuration services *
HCL Touch understands that hardware accessories and peripherals are a way of life as
HCL Laptops have become a very personalized product. HCL Touch assists customers
in installing peripherals like printer/scanner/MFD along with HCL Laptops.

Wireless LAN support and Internet mail
HCL Laptop users are mobile, they are always on the go, traveling across cities pan
India. Therefore it is important that one has the system compatibility across networks,
33

LAN, Wi-Fi and internet mail options. HCL Touch assists customers in connecting to
wireless LAN and Internet mail operations in a cloud of various available networks.

Data card/broadband support
To avoid any issue related to compatibility of broadband and data cad connections,
HCL Touch assists customers in configuring the system to the available broadband and
data card connections.

34

3.5 BOARD OF DIRECTORS

SHIV NADAR
Founder–HCL Chairman & Chief Strategy Officer,
HCL Technologies

AJAI CHOWDHRY
Founder - HCL
Chairman & CEO - HCL Infosystems

VineetNayar, CEO, HCL Technologies

Directors

T S R SUBRAMANIAN

ROBIN ABRAMS

PROBIR CHANDRA SEN

Mr. SUBROTO BHATTACHARY

35

4. Data Analysis

Q1. What is your age?

A) 18-22 B) 22-30 C) 30-40 D) 40 above

AGE 18-22 22-30 30-40 ABOVE
4
0
PERCENTAGE 44 33 14 9

50

40

30
PERCENTAGE
20

10

0
18-22 22-30 30-40 ABOVE 40

ANSWER:

The age of (18-22) is 44%
(22-30) is 33%
(30-40) is 14%
(Above 40) is 9%
36

Q2. What is your gender?

A) MALE B) FEMALE

GENDER MALE FEMALE
PERCENTAGE 66 34

70
60
50
40
30
20
10
0
MALE FEMALE

ANSWER:

Male is 66% and female is 34%.

37

Q3. Are you aware of HCL laptops?

A) Yes B) No

AWARENESS YES NO
PERCENTAGE 99 1

100
90
80
70
60
50
40
30
20
10
0
YES NO

ANSWER:

99% Yes and 1% no were aware HCL laptops.

38

Q4. Which laptops do you use ?

A) Apple B) Len novo C) HCL D) Other

USE APPL LENNOV HC OTHE
E O L R
PERCENTAG 12 19 30 39
E

40
35
30
25
PERCENTAGE 20
15
10
5
0
APPLE LENNOVO HCL OTHER

ANSWER:

12% apple, 19% Lenovo, HCL 30%, 39% other is used laptops.

39

Q5. Are the HCL laptops easily available in the market?

A) Yes B) No

AVAILABLITY YES NO
PERCENTAGE 92 8

100

80

60
PERCENTAGE
40

20

0
YES NO

ANSWER:

HCL laptops easily available in the market 92% yes and 8% no.

40

Q6. Why do you use HCL laptops?

A) Stylish B) Economical C) Usefulness

USER STYLISH ECONOMICAL USEFULNESS
PERCENTAGE 33 18 49

50

40

30
PERCENTAGE
20

10

0
STYLISH ECONOMICAL USEFULNESS

ANSWER:

HCL laptops use because 33% stylish, 18% economical, 49% usefulness.

41

Q7. How do you rate the HCL lapyops?

A) Good B) V. Good C) Average D) No Comments

RATE G V.G AVR NO CO
PERCENTAGE 19 28 45 8

50

40

30
PERCENTAGE
20

10

0
GOOD V.GOOD AVERAGE NO COMMENTS

ANSWER:

The rate of HCL laptops is 19%good, 28% verygood,45% average and 8% no
comments.

42

Q8. Is the HCL laptops user friendly?

A) Yes B) No

FRIENDLY USER YES NO
PERCENTAGE 77 23

80
70
60
50
40
30
20
10
0
YES NO

ANSWER:

The HCL laptops user friendly is 77% yes and 23% no.
43

Q9.Are the HCL laptops easily to maintain?

A) Yes B) No

ANSWER:

MAINTAINANCE YES NO
PERCENTAGE 77 23

80

60

PERCENTAGE
40

20

0
YES NO

77%Yes and 23%no is maintaining HCL laptops.

44

Q10. Do you like sound quality?

A) Yes B) No

SOUND QUALITY YES NO
PERCENTAGE 72 28

80
70
60
50
PERCENTAGE
40
30
20
10
0
YES NO

ANSWER:

72% yes and 28% don‟t like sound quality.

45

Q11. Are you satisfied with the picture graphic quality?

A) Yes B) No

GRAPHIC YES NO
QUALITY
PERCENTAGE 83 17

100

80

60
PERCENTAGE
40

20

0
YES NO

ANSWER:

The picture graphic quality is 83% yes and 17% no.

46

Q12. Are you happy with power backup provided by
HCL laptops?

A) Yes B) No

POWER BACKUP YES NO
PERCENTAGE 23 77

80
70
60
50
PERCENTAGE
40
30
20
10
0
YES NO

ANSWER:

The power backup provided by HCL laptops is 23%yes and 77% no.

47

Q13. Does the HCL hardware supports better multimedia
Software?

A) Yes B) No

BETTER YES NO
MULTIMED
IA
SOFTWARE
PERCENTAGE 68 32

ANSWER:

The hardware supports better multimedia software is 68%yes and 32% no.

48

Q14. Are you happy with the after sales services
Provided by HCL Company?

A) Yes B) No

SALES SERVICE‟S YES NO
PERCENTAGE 79 21

YES

NO

ANSWER:

The after sale services provided by HCL company is 79%yes and 21% no.
49

Q15. What types of features do you like most in HCL
Laptops?

A) Display B) Sound quality C) Battery backup
D) Other

HP DISPLA SOUND BATTE OTHE
FEAT Y Q R R
URES U Y
A BACKU
L P
I
T
Y
PERCENTA 41 30 6 23
GE

50

40

30
PERCENTAGE
20

10

0
DISPLAY SOUND QUALITY BATTERY BACKUP OTHER

50

ANSWER:The features like most in HCL laptops is display 41%, sound quality 30%,
battery backup 6%, other 23%.
Q16. Which color of HCL laptops do prefer most?

A) Silver B) Black C) Black-silver D) Other

COLOUR SILVE BLAC BLACK OTHE
R K - R
S
I
L
V
E
R
PERCENTAG 12 66 18 4
E

70
60
50
40
PERCENTAGE
30
20
10
0
SILVER BLACK BLACK-SILVER OTHER

ANSWER:

51

The color of Hp laptops mostly prefer is silver 12%, black 66%, black-silver 18% and
other 4%
Q17. Where do you rate HCL laptops 10 year down the line?

A) Excellent B) No Improvement

10 YEAR DOWN EXCELLENT NO
LINE IMPROVEM
ENT
PERCENTAGE 93 7

100
80
60
PERCENTAGE
40
20
0
EXCELLENT NO IMPROVEMENT

EXCELLENT NO IMPROVEMENT

ANSWER:

The rate of HCL laptops 10 year down the line is 93% excellent and 7% no
improvement.

52

5. CONCLUSION

HCL has many products catering to different categories catering to different
categories of the electronic and I.T. industry . HCL has wide range of desktops,
laptops, peripherals, software‟s and serves with different models in relation to the
price, looks and technicality. With time HCL has innovated and modified its products
as per the customer demands.

HCL has products for all the income group. It is only brand which has come up with a
combination of many classy features bringing them on the touch of your finger by
introducing a revolutionary and a pioneer product in the category making them one of
the leading brands in the category.

HCL presently has over many retail stores spread in over many countries and outside
countries. ONE of the famous marketing strategy what HCL uses in its retail stores is
that of „‟HANDS s USE‟‟,where in the customer is allowed to actually operate and feel
analyses the product. This practice of theirs has lead to a lot of satisfied, repetitive and
also new customers.

53

6. FINDINGS

1. The market share of HCL now days increase.
2. HCL believes in maintaining the product quality rather than the price.
3. The store locations are very selective and the company retail stores are not located
everywhere.
4. The HCL retail stored has a fixed store layout.
5. The company has increased its sales as compared to early years.
6. HCL has catering to different categories catering to diff. Categories of the electronic
and I.T. industry
7. With time HCL has innovated and modified its products as per the customer demands.
8. One of the famous marketing strategy what hp uses in its retail stores is that of
”HANDS ON USE”, wherein the customer is allowed to actually operate and feel and
analyses the product.

54

7. SUGGESTION

1. HCL can reduce the price of the products so that can increase the market share by
increasing the sales.
2. HCL shall introduce some offers to stay with prices and also increase the sales.
3. Marketing of the products should be done more aggressively to increase the awareness
of the features within the buyers.
4. The demographics and the geographic figures of the population near the store location
should be considered individually to market the appropriate products.

55

8. BIBLOGRAPHY

www.hcl.com

www.sbi.co.in

www.google.com

WIKIPEDIA

56

9. ANNEXURES

Q1. NAME
Q2. AGE
Q3. GENDER
Q4. ADDRESS
Q5. PHONE NO.
Q6. Are you aware of HCL laptops?
a) Yes b) No
Q7. Which laptops do you use?
a) Apple b) Lenovo c) HCL d) other
Q8. Are the HCL laptops easily available in the
Market?

Q9. Why do you use HCL laptops?
a) Stylish b) Economical c)Usefulness

Q10. How do you rate the HCL laptops?
a) Good b) Very Good C) Average d) No Comments

Q11. Is the HCL laptops user friendly?

a) Yes b) No
Q12. Are the HCL laptops easy to maintain?
a) Yes b) No

57

Q13. Are you satisfied with the picture graphic quality?
a) Yes b) No

Q14. Are you happy with power backup provided by HCL
Laptops?
a) Yes b)No
Q15. Does the HCL hardware supports better
Multimedia software?

a) Yes b) No

Q16. Are you happy with the after sales services
Provided by HCL company?

a) Yes b) No

Q17. What types of features do you like most in HCL
Laptops?

a) Display b) sound quality c) battery-backup
d) Others
Q18. Which color HCL laptops do you prefer most?

a) Silver b) black c) black-silver d) other

Q19. Where do you rate HCL laptops 10 year down
the line?

a) Excellent b) No improvement

58

REFERANCES:

PHILIP KOTLER
RESEARCH METHODOLOGY- KOTHARI

59

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