SUMMER PROJECT

REPORT

Corporate Selling and

Feedback For HCL

SUBMITTED TO: SUBMITTED BY:

SANJAY YADAV

M.B.A./MARKETING
 PREFACE

The M.B.A curriculum is designed in such a way that student

can grasp maximum knowledge and can get practical exposure
to the corporate world in minimum possible time. Business
schools of today realize the importance of practical
knowledge over the theoretical base.
The research report is necessary for the partial fulfillment
of M.B.A. curriculum and it provides an opportunity to the
researcher in understanding the industry with special
emphasis on the development of skills in analyzing and
interpreting practical problems through the application of
management theories and techniques. It is a new platform of
learning through practical experience, which incorporates
survey and comparative analysis. It gives the learner an
opportunity to relate the theory with the practice, to test
the validity and applicability of his classroom learning
against real life business situations.

2
 ACKNOWLEDGEMENT
“Never tell anyone that you are doing special, Going on a diet,
Exercising, taking a course, or quitting smoking. They’ll
Encourage you to death”
--Lynn Johnston

Now having successfully tried all of the above, I must say I

disagree with the quote, especially when it comes to prepare
a project. When we are trying hard to get down to preparing a
project like project on corporate selling & feedback for HCL
after a tiring day at college or Waiting for the dreaded
rejection slip that hangs over every student’s head like a
guillotine during the preparation of final project, at this
time we need all the encouragement we can get. This
encouragement is more effective than other that are given at
another situation. It is very difficult to prepare a project
almost when we are new for this experience. Without any
help or guide it is not easy to achieve given target.
It is my first time to give my report on research that is done by
me. Here was very typical confusing work of it. The research

3
work requires co-operation of many people and this work is no
exception. It is difficult to thank individually all the persons
who patronized this work. The researcher had asked for
favors, borrowed ideas, expressions and facts from so many
that it would require one volume to give credit to all. So,
the researcher wants to thank all the patrons of this report.
I take the opportunity to express my deep gratitude to
Hindustan Computer Limited (HCL). To taking me as a summer
trainee & extending me their full support & co-operation
towards the completion of this project.
First and foremost, I express my deep sense of gratitude to
Mr. P.K. VAISH (Area C.E manager of Hindustan Computers
Limited Allahabad). His helping nature and his enthusiasm has
been source of constant inspiration. His unhitching support
during my work is very admirable. He is the true driving force
behind this work throughout, constantly encouraging us to
do my best and inspiring us to aim higher.
I also would like to give gratitude to Mr. Ashok singh
Shekhawat (Market Developer) for help in project.
I gratitude to Dr. Raghuveer Singh who provide me this
training & give guidelines to complete the project.
I am also very thankful to all the faculty members, the whole
college staff for providing me with necessary facilities and
support, essential for bringing out this work in a short time.

4
We want to thank our friends who extended their cooperation
and were patient at all stages of our work.
Last but not the least, we are thankful to all Retailers who
gave us their precious time and support to fulfill this task,
without their co-operation the study would not have seen the
light of the day & complete.

SANJAY YADAV
M.B.A. SDCMS
MUZAFFARNAGAR

EXECUTIVE SUMMARY

HCL Infosystems, India's premier information enabling and

integration company, has received the ISO 9001:2000
certification specifies requirements for a quality management
system where an organization needs to demonstrate its ability
to consistently provide product and services that meets
customer and applicable regulatory requirements. ISO
9001:2000 also aims to enhance customer satisfaction
through the effective application of the system, including
processes for continual improvement of the system and the
assurance of conformity to customer and applicable
regulatory requirement.

5
We are happy that HCL Infosystem has been able to provide
services of international standard to customers across India.
This Certification will enable us to further excel on the stiff
service targets that we have set for ourselves to achieve.
HCL Infosystem completed acquisition of FEC Singapore Pvt.
Ltd.
The Company’s acquisition strategy, too, maps into building a
long-term and sustainable growth path based on the high-
margin, high value-add IT services sector. In fiscal 2000, the
company’s focus was on organic growth as well as
acquisitions. The next step was expanding its reach globally.
For this, HCL Infosystem has set up five overseas subsidiaries-
in the US, the UK, Singapore, Australia and Malaysia.
The menu of HCL Infosystem global services broadly covers IT
consulting and professional services in the area of vertical
applications, technology integration, ERP implementation and
software development. This also includes a complete
portfolio of systems and network services for development.
This also includes a complete portfolio of systems and
network services for Facilities Management, Helpdesks,
Systems Supports and network and Internet Implementation.
HCL Infosystem’s global customers include Samsung,
Government of Singapore, and AMAL insurance Jurong Port in
Singapore and Malaysian’s BSN commercial bank, SIA, DBS
bank, Maybank life assurance charted semiconductors.

6
 HCL Infosystem chosen platform of total technology
integration lends itself to some very significant alliances
with the global leaders. Among its partner are HP for high
end AISCE/UNIX services and workstation and HP Open view
network management solution; Intel for PC and PC server
building blocks; Microsoft,novell and SCO AG solutions; Red
hat ;Linux; Samsung; Pivota for CRM solution and ORACLE
Sybase and Informix for RDBMS platform.
Today the company has aligned its operations into five entities
that offer seamless linkages for the customers seeking entry
into the wired world through total the. ‘Integration solution
ands services’.
HCL Infosystems focuses on the ever-growing segment in
Imaging, Telecom and Communication products solutions and
services. Now it has an exclusive sale and support partnership
with Toshiba Corporation, Japan, for sales and servicing of its
imaging and photocopier products. HCL Infosystems product
portfolio covers a range of other office automation and
communication products through alliances with world
leaders.
The Managed Network Service offerings for corporates
include VPNs, ASP offerings, Co Location/ hosting, CDNs,
security, corporate internet telephony solutions, technical
and consumer help desks, 24/7 Network Operations Centre
monitoring and a host of value added networking services.

7
Consumer services include dialup PSTN/ISDN Internet access,
Valufon calling cards and VoIP telephony devices.

8
 TABLE of CONTENTS

TITLE PAGE

PREFACE

ACKNOWLEDGEMENTS

EXECUTIVE SUMMARY

OVERVIEW ABOUT HCL

 Introduction
 Company History
 Mission &Vision of HCL

RESEARCH METHODOLOGY
 Title of Study
 Object of the work

Objective of Study
 Management Objective
 Research problem
 Research Design
 Data Collection
 Developed the research frame
 Nature of Study
 Data Source
 Instrument Used
 Sample size

DATA ANALYSIS & GRAPHICAL DATA INTERPRETATION

MAJOR PLAYERS IN THE MARKET

9
ROLE OF ADVERTISEMENT

MARKETING STRATEGY

ALLIANCE & PARTNERSHIP

MARKETING & SELLING STRATEGY

THE DECISION MAKING PROCESS

CUSTOMER RELATIONSHIP MANAGEMENT

FINDING & LIMITATION

SUGGESTION & RECOMENDATON

COCLUSION

BIBLIOGRAPHY

QUESTIONAIRES

10
 INTRODUCTION

Evolution in India a reality. Shiv nadir and five of his

colleagues got together and 1975 set up a new company
MICROCOMP to start with; they started to capitalize on their
marketing skills. Micro comp marketed calculators and with in
a few month of starting operation, the company was out
selling its major competitors.
On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED was
incorporated as joint venture between the entrepreneurs and
UPSCE, wit an initial equity of Rs.1.83 Lakhs.
Despite HCL’s rapid success, the company faced many
challenges in growing and expanding its business. Before
long, the company was able to secure a better financial
position for itself and opened two additional offices in
Calcutta and Mumbai .After 8 years, HCL become the largest
computer system and services company in India.

11
 COMPANY 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:
1986 :The company was established on 17th April. The object
of the company is manufacturing of and leading in complete
range of Mini Computers Micro processor based systems,
Electronics Instruments, Micrographic and reprographic
equipment and manufacturing and marketing of electronic
EPABX systems and electronics Teleprinters.
1989: The company entered into an agreement with Hewlett
Packard of US for the sale and leaving of the Super Mini and
Mainframe computers to be manufactured by Hewlett in India.
1996: The performance was adversely affected due to rise in
dollar exchange rate, tight liquidity position in the market,

12
political uncertainty coupled with deferment of capital
expenditure by the Government Departments.
1997: The Company commissioned its second state-of-the-art
manufacturing facility at Sedarpet near Pondicherry. The
Company has the largest network of spare-stocking locations,
supported by Test and Repair Centres which reduces the
inventory level and increases the spares availability at any
time. To meet critical
requirements within 4-5 hours, the company has tied-up with
Indian Airlines to deliver spares in major metro cities.
1998: The Company tied-up with Intel Corporation for Server
technology, resulting in the introduction of the Infiniti
Global Line range of PC Servers which incorporate building
blocks from Intel and are integrated and tested extensively
for Indian condition.
1999: The Board of Directors unanimously appointed Mr. Ajai
Chowdhry as Chairman and Chief Executive Officer with effect
from 5th November.
2000: HCL has launched a new range of PCs (Ultima and Elite
models) under its Beanstalk range of PC's at its Pondicherry
plant. The Company entered into an agreement with US-based
In focus for distribution and technological support of the
latter's data and video projection products in the country.
HCL Infosystems Ltd. has launched the Nokia professional
Centre (NPC) in Chennai as part of the expansion program to

13
open Nokia centers in India which will enable customers to
choose the right model and accessories suiting their life
style.
HCL Infinet, the Internet start-up of HCL Infosystems, and
media group, Asian Age, have set up a joint venture called
Asian Age Infinet. HCL Infosystems Ltd has launched in India
the Swedish major Ericsson's Generation X Business
communication too, "Next Call Centre". HCL Infinet Ltd., the
Internet services subsidiary of HCL Infosystems, has tied up
with UBS Publishers' Distributors Ltd., one of the largest
distributors of books in the country, to sell books online
through its soon-to-be-launched portal. - HCL Infosystems has
entered into a tie-up with Broad Vision for providing
personalized e-business applications to is clients.
2001:HCL Infosystems and Intel have jointly launched an e-
business solutions program, targeting new market
opportunities in segments such as Internet service providers,
application service providers, banking and finance.
HCL InfiNet Ld., the Internet services subsidiary of HCL
Infosystems, has launched an authenticated payment gateway
for its portal, www.hclinfinet.com, in association with
Citibank to enable customers to carry out secure
transactions online including buying Internet access.
HCL Infosystems is setting up a managed off-shore
development centre at its NOKIA software development

14
facility for Stretch Systems -- the Singapore-based IT systems
and technology developer.
2002: HCL Infosystem joins hands with Sun Microsystems India
to provide end-to-end solutions to business. HCL Infosystem
says it is the No.1 PC Co in India in 2001.
2003: HCL Infosystem receives the project to completely
automate the Value Added Services (VAT) of Andhra Pradesh.
2004: HCL Infosystem forays into digital entertainment sector
HCL touches one lakh milestone in desktop sales
HCL Infosystem ties up with Union Bank
2005: HCL Launches Micro Balanced Technology Extended
(BTX) Form Factor for desktops in India on February 10, 2005.
HCL Infosystem unveils PC for Rs.12, 99

MISSION AND VISION OF HCL

VISION STATEMENT

"Together we create the enterprises of tomorrow"

MISSION STATEMENT

"To provide world-class information technology solutions and

15
services to enable our customers to serve their customers

better"

16
 HCL

HCL HCL
TECHNOLOGY INFOSYSTEM

HCL Infosystem having its another three branch. Which is

being mention below

17
 HCL
INFOSYSTEM

D.S.O. FRONTLINE S.S.O.

Project Report
18
 MY ACHIEVEMENTS

I had a nice moments with HCL Infosystem during my five

week’s summer training. Firstly I got summer placement for
enjoying my summer training from HCL Infosystem. It was good
news for me. It was golden time to know the real corporate
world. Before that every moment I had only bookish
knowledge about the organization, corporate and about the
organization culture. It was the time when one can apply the
theoretical knowledge for the practical purpose.

19
These one and half months with HCL are unforgettable for
me. The experience which I got during these days was
tremendous. I have made good relation with so many people in
frontline division where I did my project & other division.
Everybody over there I found nice & helping. I also made some
good friends trainee there. We also had the facility to play
table tennis during lunch time but I never got that
opportunity.
Really, the experience I have got from my project will be very
helpful to enrich and nourish my career.

RESEARCH METHODOLOGY

Title of Study
The title of the study is “Marketing Strategy of HCL for
ALLAHABAD Region an analysis & prognosis”.
According to the title the research problem is “What are
marketing strategy & sales promotion techniques of HCL for
retailers in market”.

20
Type of Research
Exploratory Because I am this research I am exploring the
strategies of company.

Object of the work

Use of computers has increased tremendously in India. Every
age of group like it, now days it become a household
necessary item. In field of marketing many kind of surveys are
conducted by HCL team time to time. This is end & last
feedback for any kind of organization.
By the specific survey, which was conducted by HCL
infosystem want to know about the right picture of market of
Allahabad region? This work study provides extensive
information about the position of company’s brand in
Allahabad.

OBJECTIVES OF THE STUDY

Management Objective

21
To fuel initiative and foster activity by allowing individuals
freedom of action and innovation in attaining defined
objectives.

People Objective
To Help HCL Insys people share in the company’s success,
which they make possible; to provide job security based on
their performance; to recognize their individual achievements
and to help them gain of satisfaction and accomplishment
from their work.

Core Values
It uphold the dignity of individual
It honour all commitments
It is committed to quality, Innovation and growth in every
endeavor
It is responsible corporate Citizens.

Research Problem
• HCL Corporate selling and feedback and market share of
HCL and compared to other IT companies.

• The business of HCL and the company through its

researchers wants to know the potential in order to
expand and retain its market share.

Research Design
• Determined the Information Sources: The researcher
gathered data through secondary sources.

• PRIMARY DATA is collected through questionnaire,

search and research through place where today’s
computer has been mostly used.

22
 • SECONDARY DATA is being search sites like magazines,
newspapers, journals websites and the data has been
collected through other approaches.

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

Developed the research frame

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

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

Data Source
The researcher took the help of both primary as well as
secondary sources. Secondary sources being interaction with
various IT people of the selected and has been chosen for
the research by the researcher. Secondary sources being the
internet as the medium and the official sites of the companies
of IT sectors and corporate selling and feedback of HCL.

Instrument Used
The researcher for the research used a Questionnaire cum
Schedule for market research for both the segments
horizontal and vertical. The Questionnaire was prepared by
the researcher and Schedule was provided by the company in
which the researcher did its research report.

Sample Size

23
Sample size for the research is fixed. It counts to 55. That is
the HCL companies and corporate selling and feed of HCL in
comparison between other IT sectors.

DATA ANALYSIS AND

GRAPHICAL DATA INTERPRETATION

SAMPLE SIZE:55

1. What type of computers do you use?

i) Branded

ii) Assembled

Branded 37
Assembled 18

It was observed that almost 67% of the people use branded

computers or other gadgets for their business purpose. Hence
can be concluded that more people want branded products as
they are not ready to compromise with the quality and
services being provided.

24
 2. What brand computers do you use?
i) HP

ii) HCL

iii) ACER

iv) Others

Brand used Total nos.

HP 7
HCL 14
ACER 13
Others 21

This observation showed that HCL is among the top used

brands. Major part under the pie-chart goes to HCL. So HCL
should continue making efforts to attract new market and
sustain the existing market.

3. What is the number of installed desktops?

i) Less than 15

25
 ii) 15 – 50

iii) 75 – 200

iv) 200 – 500

Installed desktops Total nos.

<15 19

15 – 50 21

50 – 75 11

75 – 200 3

200 – 500 1

Most of the surveyed and found the use of computers within

the 15 – 55 range. So it can be inferred that the main market
is which lies in the middle range. Thus we targeted mainly on
SME(Small and Medium Enterprise).

4. What is the number of used servers?

i) 1

ii) 2

26
 iii) 3–5

iv) 5

Servers used Total nos.

1 10
2 11
3–5 21
>5 13

From this observation, it was concluded that number of

server were directly proportional to the number of desktops
used.

5. What is the number of installed laptops?

i) 1–5

ii) 5 – 15

iii) 15 – 30

iv) >30

Number of laptops Total nos.

1–5 20

5 – 15 22

15 – 30 8

27
 >30 5

It was observed that maximum computers and laptop users

ranging between 5- 25.
This area can be focused.

6. What is the brand used for laptops?

i) HCL

ii) Toshiba

iii) Lenovo

iv) Others

Laptops brand Total nos.

HCL 11
Toshiba 19
Lenovo 13
Others 12

28
Observation showed that Toshiba was the major brand used in
laptops. Various other brands like HP and Samsung etc. are
also used. HCL has also a good market share.

7. Do you have AMC?

i) Yes

ii) No

Total nos.
Hospitals place having AMC 30
Hospitals place not having 25
AMC

29
According to above graphical data interpretation, that is the
most important places where computer has been used and it
has been observation and shoed that less that 60% hospitals
have their AMCs. This area can also be considered.

30
 MAJOR PLAYER IN THE MARKET

1) Accord Communications Ltd.

2) BPL Telecom Private Ltd.
3) Matrix Telecom Private Ltd.
4) HCL Infosystems Ltd.
5) Coral Telecom Ltd.
6) Bharti Teletech Ltd.
7) Intellicon Private Ltd.

Accord Communications Ltd.

Incepted in the year 1990, at Accord our mission is to reach
business excellence through value-based communication
services and uncompromising quality. Involved in the core
business of Manufacturing, Marketing / Exports & Servicing of
PABX / KTS Systems, we are recognized experts in our field as
we conquer new thresholds in Communication Technology.

Today approx. above 1.0 Million Ports are in operation & being
maintained by us. The company attributes its overwhelming
success to the dedicated team, who sees its vision, believes in
it and helps it achieve its goals. Our Business Objective is to
attain Customer Satisfaction followed with Repeat Sales &
Transparent working.

BPL Telecom Private Ltd

BPL Telecom Private Ltd. provides cutting-edge solutions,
services and products in the broader areas of Consumer
Telecom Products, Enterprise Communications Products,
Power Line Communication Equipments for the Power utility
segment, with a dedicated focus towards hardware and
software solutions for highly competitive global markets.
Specific offerings span the areas of Consumer Telecom
Products, Enterprise Communication Products, Power Line

31
Communication Equipments and Products for the Enterprise &
Utility
BPL Telecom produces a wide range of innovative, high-tech
customer premises equipment, including Push Button
Telephones, Cordless phones, Speaker phones, FM Radio
Phones, answering machines etc.

Matrix Telecom Private Ltd

Matrix is competitor of HCL Infosystem ltd in telecom market.
As an innovative, technology driven and customer focused
organization, the company is committed to keeping pace with
revolutions in the telecom industry. This has resulted in
bringing forth of cutting edge products like Digital PBXs,
Digital and ISDN Key Phone Systems, GSM FCTs, GSM Gateways,
VoIP Products, Voice Messaging Products, Intercom Security
Products and PLCC EPAXs. With over 1,000,000 line units
installed and growing by over 1000 line units per day, the
installed base of Matrix connects over 10,000,000 calls
every day. Thus, Matrix has gained the trust and admiration of
users representing the entire spectrum of industries. No
wonder, Matrix has won awards for the Best PBX and Key
Phone System Company.

Coral Telecom Ltd

Coral Telecom’s portfolio of solutions cover the full range
of communication needs, delivering highly flexible, reliable
and cost effective solutions to suite the various needs of its
customers with extensive scalability for investment.
The company exports its products to 14 countries across the
globe with a strong presence in UAE, South Africa and East
Africa. Its products are approved by the telecom regulatory
authorities of South Africa, Sri Lanka, Kenya, Tanzania, UAE
and other.

32
Bharti Teletech Ltd
Established in 1985, Bharti Teletech is a subsidiary of India’s
leading business conglomerate, Bharti Enterprises. The
Company is currently engaged into distribution & marketing of
wide range of products that include Smart Phones, high
quality cordless phones, modems, audio / video conferencing
products, Free To Air Set Top Boxes, Fixed Cellular Phones &
Fixed Wireless Terminals. The alliances are with Blackberry,
Apple, ASUS, Polycom, Transcend, Logitech, Huawei, Samsung,
Aastra, Panasonic and Sanyo. Apart from this, Bharti Teletech
is also engaged into manufacture of high quality landline
telephones at its manufacturing operations Ludhiana under
Beetel brand for Airtel, BSNL / MTNL as well as retail market
& exports to over 30 countries across more than 5
continents.

Bharti Teletech currently commands a leading share in retail

as well as the telecom service provider segments. Buoyed by
its experience & success in distribution & marketing as well as
the changing sphere of Indian economy, the Company plans to
offer a high range of products to the consumers, going
forward.

Intellicon Private Ltd

Intellicon began its telecom operations in 1988,
manufacturing C-DOT based Digital EPABX Systems. By
1991-92, The Company quickly progressed to become the
largest manufacturer in this product range, duly recognized
with a prestigious Productivity Award from C-DOT.
The product was customized to suit various niche markets
such as Police, Defense and Electricity Boards, Networking
Projects, Railways, Group EPABX Systems for DOT Franchisees
etc. The Call Management Package along with Terminal based
33
Console (Termcon) became extremely popular among cost
conscious corporate and attracted a large private market.

ROLE OF ADVERRISMENT

Consumerism is the new word of today’s market. Market

belongs to the consumers and he is the king. His tastes and
preferences have undergone a big change. When a new
product enters the market it needs a lot of promotion.
Promotion can be done by different ways. For promoting a
product whether it is raw material or finished product, a lot
of things have to be done like free offers, introduction of
products in the market. In old days, people generally have a
very limited choice. There was no much variety. There were
also limited means of advertisements. Technology was not
much developed. The only means of advertisement was
through radios or newspapers. Now, more modern means like
television and computer have come in every house. This is a
great means to advertise articles whether it is clothes,
television, consumers good or any other accessories. An
advertisement is a means to promote a thing. There are
various ways of advertisements like putting hoardings on the
walls near residential areas or ad on radios or television.
The budget and the sources decide which will the best medium
to advertise for a company.

When a product is further improved, even then the

advertisement is needed. Advertisement plays a great role in

34
making a good popular as it makes people aware of the
product, its benefits and price. In today’s world, when we go
to the market, we find wide variety of goods. Even a small
thing like soap has too many varieties and brands. There are a
large number of companies manufacturing the product. So it is
the consumer who decides the final choice he has made. It is
the consumer who is decision maker of any product. When a
new product is launched, it needs some media through which it
can be promoted. So, distributing pamphlets, advertisement in
newspapers, television play a great role in promoting it.
Technology has further improved ways to advertise a thing;
internet in computer has become a one of big source to
promote a thing.
Now it is not always a product which needs popularity. If any
new website or a business or any upcoming institution which
has been just launched, it needs to be introduced to the
consumers. Proper and clear flow of information plays a
great role in today’s business world. The more precise and
meaningful is the message contained in the advertisements,
the more effective it would be. The type of classifieds has
also changed. More and more techniques are now coming in
add world. The more use of colors and graphics have made ad
world more effective. Digital techniques have given
classifieds a new spice. Multimedia is the new in thing. Here is
something for the people who wish to advertise. This website
can provide you with a solution to your problems. We provide
you various offers so that you can advertise through this
website. There are very effective templates and designs you
can select for your advertisements. Very cheap rates for any
kind of classified advertisements will be charged.

35
 MARKETING STRATEGY

Mr. Paul added, "As part of our strategy to sustain the

number one slot, we plan to introduce new products that
have been designed bearing the customer needs in mind. We
hold numerous user meets across the country every year to
get customer feedback and these new launches are a result
of this painstaking, yet rewarding exercise,"

HCL Insys, a technology integrator, offers its customers

technology solutions across multiple platforms. This is as a
result of its expertise in developing state-of-the-art
indigenous enterprise solutions; understanding of the
networking technology; its design capabilities in product
engineering; integrating diverse hardware components and its
access to specialised technology for turnkey projects
through partnerships with various world class players. With
a definite and distinct focus on enterprise solutions and

36
personal computers, HCL Infosystems (HCL Insys) has direct
customer service centres at 143 locations, 6 software export
factories and a state-of-the-art manufacturing facility.

HCL Insys has five overseas business entities in US, UK,

Australia, Singapore and Malaysia. HCL Insys manufacturing
process are ISO 9001 certified, while its software
development processes have achieved SEI CMM Level 4. The
company has recently set up an Internet subsidiary called HCL
Infinet Limited that will provide value added Internet services
in the B2B and B2C areas. With a mission statement to provide
world-class information technology solutions and services to
enable its customers to serve their customers better, HCL
Insys is setting new standards of information technology in
India

MANAGEMENT HIERARCHY

LEADERSHIP

37
Shiv Nadar
Founder HCL, Chairman and CEO
HCL Technologies
Ajai Chowdhry
Co-Founder HCL, Chairman and CEO
HCL Infosystems
J V Ramamurthy
Chief Operating Officer
HCL Infosystems Ltd

38
Vineet Nayar
President: HCL Technologies
Ranjit
President and CEO of the
HCL Technologies (BPO)

KEY PARTNERSHIPS

39
40
 ALLIANCE AND PARTNERSHIP
To provide world-class solutions and services to all our
customers, we have formed Alliances and Partnerships with
leading IT companies worldwide.

HCL Infosystems has alliances with global technology

leaders like Intel, AMD, Microsoft, IBM, Bull, Toshiba, Nokia,
Sun Microsystems, Ericsson, NVIDIA, SAP, Scansoft, SCO, EMC,
Veritas, Citrix, CISCO, Oracle, Computer Associates, RedHat,
Infocus, Duplo, Samsung and Novell.

These alliances on one hand give us access to best

technology & Products as well enhancing our understanding
of the latest in technology. On the other hand they enhance
our product portfolio, and enable us to be one stop shop for
our customers.

41
 MARKETING AND SELLING STRATEGI

Now days every companies playing strategies so as to attract

customers and increase revenues and also customer base.
Pent-up demand, attractive price points and economic stability
propelled PC growth. PCs are acting as entertainment centers
with TV functionality, supported by the digital sound
experience and large screen displays.
At present in the market many of telecom companies are
running their business. They introduce their product forcibly,
in this way HCL Infosystem Ltd. Differentiate itself with their
successful marketing strategy. HCL Infosystem Ltd. telecom
technology's position relative to these drivers:

• Price: HCL Infosystem Ltd adopts a strategy to sell

their product on DGS&D rate contract these are the
government approved rate contract. So there is no
doubt in government purchases.

• Features: Within the given product module, company

introduce best business communication technology ie.
IP PBX. it consist number of feature.
• Service Offering: HCL Infosystem is only a company to
provide direct customer services to their customer. In
this way company provide best services to their
customer.

• Product Flexibility: HCL Telecom Technology will strive

to maintain a lead in the ability of the operator to
easily add schemes and re-configure the system. In
addition, HCL Telecom Technology will maintain an
open environment. HCL technology is easy to install &
easy to use.

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 • Vendor Experience: HCL Infosystem Ltd. will follow a
stepped strategy to be sure we under-commit and over-
deliver to our customers. HCL Infosystem Ltd has a
joint venture with best vendor and suppliers of like
Aastra, tadiran Coral etc.

THE DECISION MAKING PROCESS

Decision makers, who are used to depending on their past

experiences, must make decisions and take actions in the
rapidly changing world we face today. In this turbulent
environment, the ability to successfully view the current
situation through the traditional "good judgment" viewpoint is
weakened through increasing external noise (a multitude of
information sources on multiple topics) and changing.

43
Buyer behavior - Decision-Making Process
Research suggests that customers go through a five-stage
decision-making process in any purchase. This is summarized in
the diagram below:

This model is important for anyone making marketing decisions.

It forces the marketer to consider the whole buying process
rather than just the purchase decision (when it may be too
late for a business to influence the choice!)
The model implies that customers pass through all stages in
every purchase. However, in more routine purchases,
customers often skip or reverse some of the stages.
A customer can obtain information from several sources:
• Personal sources: family, friends, neighbors etc.

• Commercial sources: advertising; salespeople; retailers;

dealers; packaging; point-of-sale displays.

• Public sources: newspapers, radio, television, consumer

organizations; specialist magazines.

• Experiential sources: handling, examining, using the

product

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Research suggests that customer’s value and respect
personal sources more than commercial sources (the
influence of “word of mouth”). The challenge for the
marketing team is to identify which information sources are
most influential in their target markets.
The final stage is the post-purchase evaluation of the
decision. It is common for customers to experience concerns
after making a purchase decision. This arises from a concept
that is known as “cognitive dissonance”. The customer, having
bought a product, may feel that an alternative would have
been preferable. In these circumstances that customer will
not repurchase immediately, but is likely to switch brands
next time.
To manage the post-purchase stage, it is the job of the
marketing team to persuade the potential customer that the
product will satisfy his or her needs. Then after having made
a purchase, the customer should be encouraged that he or
she has made the right decision

45
 CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
Customer Relationship Management (CRM) refers to the
methodologies and tools that help businesses manage
customer relationships in an organized way.
CRM is a term that is often referred to in marketing.
However, there is no complete agreement upon a single
definition. This is because CRM can be considered from a
number of perspectives. In summary, the three perspectives
are:

1. CRM from the Information Technology Perspective.

From the technology perspective, companies often buy
into software that will help to achieve their business goals.
For many, CRM is far more than a new software package, the
renaming of traditional customer services, or an IT-based
customer management system to support sales people.
However, IT is vital since it underpins CRM, and has the
payoffs associated with modern technology, such as speed,
ease of use, power and memory, and so on.

2. CRM from the Customer Life Cycle (CLC) Perspective.

The Customer Life Cycle (CLC) has obvious similarities
with the Product Life Cycle (PLC). However, CLC focuses upon
the creation of and delivery of lifetime value to the
customer i.e. looks at the products of services that
customers need throughout their lives. It is marketing
orientated rather than product orientated. Essentially, CLC

46
 is a summary of the key stages in a customer's relationship
with an organization.

3. CRM from the Business Strategy Perspective.

The Business Strategy perspective has most in common
with many of the lessons and topics contained on this website,
and indeed within the field of marketing itself. The diagram
below shows the Marketing Teacher Model of CRM and
Business Strategy. Our model contains three key phases -
customer acquisition, customer retention and customer
extension, and three contextual factors - marketing
orientation, value creation and innovative IT.

CRM MODEL

A commonly cited definition of CRM is that of CRM (UK) Ltd

(2002), as follows:
Customer Relationship Management is the establishment,
development, maintenance and optimization of long-term
mutually valuable relationships between consumers and
organizations. The relationship delivers value to customers,
and profits to companies. The relationship is supported (but
not driven) by cutting edge IT. The business strategy is based
upon the recruitment, retention and extension of products,

47
services, solutions or experiences to customers. This is the
core of CRM.

FINDINGS & LIMITATIONS

Every project has some limitations even the researcher came
across some limitations while working on the project which
made the analysis a little inappropriate at times. Some of the
basic limitations faced during the research are listed below:
Only limited number of government organization and banks
where it has been found 50 players was covered in the study.
• Most of the research was based on cold calls.
• There was a bias on the part of the respondents.
• The research is based on Lucknow market.

48
• At the time of research several time most of the
Administrative officers were not present in their
departments.
• At the time of research most of the administrative
officers did not sincerely respond to the researcher.

SUGGESTION AND RECOMMENDAATION

• HCL is having large number of channel partners but it is

not supporting & taking care all of them equally which
results in increasing discontentment among new channel
partners because its not possible for company to support
all of them equally. Company should take some positive
action against it.

• Company executive should pay proper attention towards

checking of various components of PC and telecom

49
 before end user delivery. Otherwise it tends towards
defame of brand name in comparison to rivals.

• Need to expend customer care center as the consumer

base of HCL Infosystems is increasing with tremendously
fast pace.

• Proper attention should be paid for advertisement

planning otherwise it may lead to problem for dealer
and customer as well as for company.

• Company should tie up with some event management

company to organize various promotional activities like
canopy, Carnival.

CONCLUSION
Marketing is a very crucial activity in every business
organization. Every product produced within an industry has
to be marketed otherwise it will remain as unsold stock,
which will be of no value. I have realized this fact after

50
completion of my summer training project. Despite of various
difficulties and limitations faced during my summer training
project on the topic “MARKET POTENTIAL FOR EPABX
SYSTEMS, USE OF DGS&D RATE CONTRACTS AND LEAD
GENERATION THROUGH MAILERS” . I have tried my level best
to find out the most relevant information for the
organization to complete the assignment that was given to me.
After completion of my summer training project I have gained
several experiences in the field or sales marketing. I have got
the opportunity to meet various people, which fluctuate in
different situation and time. This summer training project has
given me the opportunity to have first experience in the
corporate world.

Theoretical knowledge of a person remains dormant until it is

used and tested in the practical life. The training has given to
me the chance to apply my theoretical knowledge that I have
acquired in my classroom to the real business world. I have
completed my summer training project in which are involved in
its successful completion. In spite of few limitations and
hindrance in the summer training project I found that the
work was a challenge and fruitful. It gives enough knowledge
about the computers market and the distribution process
undertaken by an organization. This summer training project
has enabled my capability in order to manage business
effectively and in my career in future.

51
 BIBLIOGRAPHY

BOOK
AUTHOR : KOTLER PHILIP
TITLE : MARKETING MANAGEMENT
PLACE OF PUBLICATION : DELHI
PUBLISHER : TATA MC-GRAW HILLS
PUBLISHING LTD.

MAGAZINES / JOURNALS / NEWSPAPERS

♦ Business Today
♦ The Financial Express
♦ The Times of India
♦ Company Annual Magazine

WEBSITES:
♦ www.hcl.in
♦ www.indiainfoline.com
♦ www.google.co.in
♦ www.hp.com
♦ www.saharacomputer.com
♦ www.acer.com
♦ www.dell.com
♦ www.ibm.com

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♦ www.hclinfosystem.in

QUESTIONNAIRE

Name
____________________________________
Designation
____________________________________
Address
____________________________________
Contact No.
____________________________________

1) Do you use Intercom for business communication?

a) yes b) no

2) What type of system do you use ?

a) Analog EPABX
b) Digital EPABX
c) Hybrid EPABX
d) IP PBX

2) Which type of trunk do you use?

a) Analog
b) Digital

3) How much port do you use?

a) 10-20
b) 20-30
c) 30-40
d) 40-above
5) What are the facilities do you use in the system?
a) Call transfer

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 b) Call waiting
c) Video/Audio Conferencing
d) Others
6) Are you satisfied with the system which you are using?
a) Yes
b) No
7) If not satisfied, what is the cause of your dissatisfaction?
a) Poor service
b) High maintenance
c) Poor performance
d) Unwanted features
e) Other reason

8) Do you have AMCs?

a) yes
b) no

9) What type of company is having the AMC support?

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

10)Are you facing any problem with current used product line?
a) yes
b) no

11)Do you need up gradation in your system?

a) yes
b) no

12)What is the brand used for business communication system?

a) Ericssion
b) Tadrian coral
c) HCL Palomino IP PBX
d) Any other

13)What was the offer that you got when you bought your system?
a) Prices discount
b) Extended warranty

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 c) Freebies
d) Other

14)The basis of buying or upgrading your communication system is..

a) Chang in technology
b) On requirement basis
c) Sales and Promotional offers
d) Predefined timeframes

15)Where do you get the information about the latest offer?

a) News paper
b) Magazine
c) Television & Radio
d) Other

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