A PROJECT REPORT ON SALES AND CUTOMER SATISFACTION OF LAPTOP USERS

SUBMITTED BY K V RAGHU RAM ROLL NUMBER: 09154 BATCH XVII-2009-2011

SUBMITTED TO IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF

POST GRADUATE DEPLOMA IN MANAGEMENT (PGDM)

VIGNANA JYOTHI INSTITUTE OF MANAGEMENT

(APPROVED BY AICTE, MINISTRY OF HRD, GOVT OF INDIA)

BACHUPALLY, HYDERABAD
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DECLARATION

I hereby declare that this Project Report titled A PROJECT REPORT ON SALES AT HCL INFOSYSTEMS LIMITED AND A RESEARCH STUDY ON THE CUSTOMER SATISFACTION OF LAPTOP USERS submitted by me is a bonafide work undertaken by me and it is not submitted to any other Institution or University for the award of any degree/diploma certificate or published any time before.

NAME OF THE STUDENT

SIGNATURE OF THE STUDENT

ACKNOWLEDGEMENT I hereby convey my deep acknowledgement to all those who made it possible for me to complete this project, by extending their support and continuous co-operation. I would like to acknowledge the consistent encouragement extended by Dr. Kamal Ghosh Ray, Director and Dr. Ch. S. Durga Prasad, Dean-Academic Planning of Vignana Jyothi Institute of Management. I would also like to thank my faculty members and my guide Mr A. Ramesh. I sincerely thank to Mr. Joby John (General Manager, HCL Info system) for giving me this opportunity to work in their esteemed organization and helping me for completing the project in a successful manner. My sincere gratitude to my project guide Mr. Shiv Ramakrishna, whose constant guidance, efforts, heartfelt support, suggestions and consideration helped me in the successful completion of this project. My sincere gratitude to Ms Shivani, for her continuous support during my project work. I also extend my humble thanks to all staff members of HCL for their full hearted support and assistance during my stay at HCL. Finally, I would like to thank all my friends, batch mates and staff members without whom this dissertation work would not have been successfully completed.

Table of Contents
Table of Contents..................................................................................................................................4 EXECUTIVE SUMMARY..................................................................................................................6 INTRODUCTION................................................................................................................................9
LEADERSHIP.......................................................................................................................................10 VISION AND MISSION OF HCL........................................................................................................10 QUALITY POLICY..............................................................................................................................10 HCL CORE VALUES...........................................................................................................................11 OBJECTIVES.......................................................................................................................................11 ADVANTAGE HCL ...................................................................................................................11 ..........................................................................11 HCL DNA.............................................................................................................................................13 BUSINESS STREAMS.........................................................................................................................14 HISTORY AND MILESTONES...........................................................................................................16 AWARDS..............................................................................................................................................24 PARTNERSHIPS..................................................................................................................................26 CORPORATE GOVERNANCE...........................................................................................................28 INITIATIVES.......................................................................................................................................29 HCL'S ENVIRONMENT MANAGEMENT POLICY UNDER HCL ECOSAFE................................30 HCL INFOSYSTEMS PRODUCTS.....................................................................................................30 CAT6 UTP JACK PANEL....................................................................................................................33 CAT6 UTP Patch Cord..........................................................................................................................34 HCL INFOSYSTEMS SERVICES.......................................................................................................35 QUALITY AT HCL INFOSYSTEMS LTD..........................................................................................39 4

INVESTOR RELEASE

.........................................................40

A PROJECT REPORT ON SALES AT HCL INFOSYSTEMS LTD..............................................41

OBJECTIVE..........................................................................................................................................41 SCOPE OF THE STUDY......................................................................................................................41 SAMPLE CHARECTERISTICS ..........................................................................................................42 LIMITATIONS OF THE STUDY.........................................................................................................42 METHODOLOGY FOR SALES..........................................................................................................42 PROSPECTING....................................................................................................................................43 THE INITIAL SALES CONTACT.......................................................................................................44 SALES PRESENTATION....................................................................................................................45 QUOTATION ......................................................................................................................................46 HANDLING OBJECTIONS ................................................................................................................46 CLOSING THE SALE .......................................................................................................................46 MY LEARNING...................................................................................................................................47 MY ACHIEVEMENTS.........................................................................................................................48 MY CONTRIBUTION TO THE COMPANY......................................................................................48 RECOMMENDATIONS.......................................................................................................................48 CONCLUSION.....................................................................................................................................49 APPENDICES.......................................................................................................................................50

VERTICALS WHAT I HAVE COVERED .....................................................................................50

BIBLIOGRAPHY.................................................................................................................................52

A RESEARCH STUDY ON THE CUSTOM SATISFACTION OF LAPTOP USERS....53 CUSTOMER SATISFACTION.........................................................................................................53

INTRODUCTION.................................................................................................................................53 OBJECTIVE..........................................................................................................................................54 5

SCOPE OF THE STUDY ...................................................................................................................54 LIMITATIONS OF THE STUDY.........................................................................................................55 METHODOLOGY................................................................................................................................55 RESEARCH DESIGN.......................................................................................................................55

SAMPLING TECHNIQUE................................................................................................................56
JUDGEMENTAL SAMPLING.............................................................................................................56 DATA COLLECTION..........................................................................................................................57 DATA SOURCE...................................................................................................................................57 INSTRUMENT USED..........................................................................................................................57

ANALYSIS AND INTERPRETATION...........................................................................................57

Z -TEST.................................................................................................................................................60 ASSUMPTION .....................................................................................................................................61

RECOMMENDATIONS...................................................................................................................63 CONCLUSION...................................................................................................................................64 APPENDICES....................................................................................................................................65 COMPANIES APPROACHED FOR THE SURVEY......................................................................68 BIBLIOGRAPHY..............................................................................................................................70 Jeffrey Gitomer, Customer Satisfaction is Worthless, Customer Loyalty is Priceless 5th Edition, Wiley Publishing, Canada. ...............................................................................................................70

EXECUTIVE SUMMARY

The HCL

Enterprise

is

one

of India's

largest electronics, computing and information

technology company. Based in Noida, near Delhi, the company comprises two publicly listed Indian companies, HCL Technologies and HCL Infosystems. HCL was founded in 1976 by Shiv Nadar, Arjun Malhotra, Subhash Arora, Ajai Chowdhry, DS Puri, & Yogesh Vaidya. 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. On termination of the joint venture with HP in 1996, HCL became an enterprise which comprises 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. In 1976, Shiv Nadar, quit an executive job with Delhi Cloth Mills (DCM) along with five of his friends (Arjun Malhotra, Subhash Arora, Badam Kishore Kumar, T.V Bharadwaj & Arun Kumar H) to start a new 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. HCL Infosystems Ltd.,[5] a listed subsidiary of HCL, is an India-based hardware and systems integrator. It has a presence in 170 locations and 300 service centers throughout India. Its manufacturing facilities are based in Chennai, Pondicherry and Uttarakhand. It is headquartered at Noida. HCL Peripherals (a unit of HCL Infosystems Ltd.), founded in the year 1983, has established itself as a leading manufacturer of computer peripherals in India, encompassing Display Products, Thin Client solutions, Information and Interactive Kiosks and a wide range of Networking products & Solutions. HCL Peripherals has two Manufacturing facilities, one in Pondicherry (Electronics) and the other in Chennai (Mechanical).The company has been accredited with ISO 9001:2000, ISO 14001, The study consists of two parts

Business to Business Selling Customer satisfaction of Laptop users

For six weeks I did Business to Business sales. I have covered four verticals during my tenure of the project. I started with Education sector in which I covered International Schools, Engineering Colleges, B-Schools, Pharmacy Colleges and Techno-Schools. I went on with Medi Care (Multi Specialty Hospitals), Media and Software Companies. I used to sort out the companies which are located in one area so that I can cover the maximum from the data base given to me. I met the IT Managers of these verticals and used to give them a demo regarding the different series of laptops and desktops what HCL is into. I used to promote printers and servers of HCL also. I used the concepts in sales process when I went on a sales call. I used to carry a quotation given by the company which will have the information regarding the product, price, delivery and payment mode. I was successful in giving good leads to the company. For the last two weeks I did Marketing Research on the customer satisfaction of Laptop users. I mainly focused on the attributes what makes a customer feel satisfied when he looks for a product like Laptop. I have identified seven attributes which a customer will mainly look for. For this I framed a questionnaire and went to software companies and got the questionnaire filled. I compared different Brands based on these attributes. From the study I came to know that the customer will look mainly for the Price and Service and these are the two important attributes which makes a customer feel more satisfied.

INTRODUCTION HCL is a leading global technology and IT enterprise with annual revenues of US $ 5 billion. The HCL Enterprise consists of two companies listed in India, HCL Technologies and HCL Infosystems. The three decade old Enterprise, founded in 1976, is one of the Indias original IT garage start ups. Its range of offerings span R&D and Technology services, enterprise and application consulting, Remote infrastructure management, BPO services, systems Integration and Distribution of Technology and Telecom products in India. The HCL team comprises 62,000 professionals of diverse nationalities operating over 26 countries including 500 points of present in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

LEADERSHIP

At a time when India had a total of 250 computers, Shiv Nadar led a young team

which

passionately believed in and bet on the growth of the IT industry. That vision in 1976, born out of a Delhi "barsaati", akin to a garage start-up, has resulted 3 decades later in a $5 billion global transformational technology enterprise today. From designing India's first PC at the same time as global IT peers in 1978 to working on the Boeing Dreamliner's Flight Management Systems now, HCL has stayed a true Pioneer of Modern Computing. HCLs range of offerings spans Product Engineering, Custom & Package Applications, BPO, IT Infrastructure Services, IT Hardware, Systems Integration, and distribution of ICT products - across a wide range of focused industry verticals. The HCL team comprises over 60,000 professionals of diverse nationalities, who operate from 26 countries including over 500 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including leading IT and Technology firms. VISION AND MISSION OF HCL
VISION

A global corporation enriching lives and enabling business transformation for our customers, with leadership in chosen technologies and markets. Be the first choice for employees and partners, with commitment to sustainability. MISSION We enable business transformation and enrichment of lives by delivering sustainable world class technology Products, Solutions & Services in our chosen markets thereby creating superior shareholder value.

QUALITY POLICY
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We shall deliver defect free products, services and solutions to meet the requirements of our external and internal customers the first time, every time. HCL CORE VALUES We shall uphold the dignity of the individual.

We shall honor all commitments. We shall be responsible corporate citizens. We shall be committed to quality, innovation and growth in every endeavor.

OBJECTIVES
MANAGEMENT OBJECTIVES

To fuel initiative and foster activity but allowing individuals freedom of action 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.

ADVANTAGE HCL
1. TOUCHING LIVES

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How far can technology go? To space? Further? And how deep? Right into your skin for pain relief? HCL work on varied applications of technology right from the aerospace industry to medicine and BPO. There are no boundaries with which HCL operate. Be it in technology that helps one of the world's biggest aircraft manufacturers navigate and land aircrafts in poor visibility or designing futuristic computer chips, HCL believe that technology touches each ones life.

2. FUTURE-PROOFING THE WORLD One of the pioneers in modern computing, HCL expertise spans globally and makes a difference.
Myriad Hues

A sunrise is one of the most glorious of sights. The myriad hues that travel the sky and penetrate the earth transforms each and every life it touches. At a very quick pace and it touches everyone. Just like that, we believe that technology is transforming lives across the world today. HCL today makes a difference to the way corporations across the world operate. Outcome-based pricing, multi-service delivery and the creation of new services like Remote Infrastructure Management and Enterprise Transformation Services are some of these innovative strategies which help companies stay steps ahead.

3. PIONEERING HERITEDGE Usually the word heritage is associated with one's roots - the very foundation from which anything springs up. To HCL, the roots are the qualities of pioneering spirit and guts. The guiding principles always remain and help the company stay on top - and the heritage of the company is converted
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into 'heritegde' and allows people to grow and work in an environment that will always provide the cutting edge.

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 core philosophy. Fueled by the entrepreneurial zeal of its founders, HCL developed the first indigenous microcomputer 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 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.

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This entrepreneurial and win-win relationship driven culture continues to guide HCL in all its endeavors.

BUSINESS STREAMS
HCL TECHNOLOGIES

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Global Market Focus Product Engineering and Technology Development Applications Infrastructure BPO

HCL INFOSYSTEMS

IT Hardware Services Networking And Network Integration Distribution: Telecom and Imaging Products Retail

Geographic Spread Covering over 26 countries globally, the IT services division is the fastest growing among the top 5 IT companies in India. HCL
HCL Technologies
Product Engineering and R&D, Enterprise and Custom Applications, Enterprise Transformation Services Infrastructure Management & BPO Services

Financials
Total Revenues $5 billion EBITDA $ 600 mn

HCL Infosystems
Hardware, System Integration

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Employees 62,000

HISTORY AND MILESTONES The Initial Years

01

Developed the first indigenous micro-computer at the same time as Apple and 3 years before IBM's PC in 1978. This micro-computer virtually gave birth to the Indian computer industry. HCL's in-depth knowledge of UNIX led to the development of a fine grained multi-processor UNIX in 1988, three years ahead of Sun and HP.

02 THE GROWTH PHASE

Along with the swiftly growing software technology industry, HCL, which was hitherto known as the pioneer in modern computing made the advent into software development. HCL's R&D was spun off as HCL Technologies in 1999 to mark their advent into the software services arena.

03 THE WORLD PHASE

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest BPO operation, and manages the network for Asia's largest stock exchange network apart from designing zero visibility landing systems to land the world's most popular airplane. And this it does across 23 countries and across 360 service locations in India.

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Year 1976

HIGHLIGHTS

-Foundation of the company laid. - Introduces microcomputer based programmable calculators with wide acceptance in the scientific.

1977
-Launch of the first microcomputer-based commercial computer with a ROM. -Based basic interpreter. -Unavailability of programming Skills with customers results in HCL developing bespoke application for their customers.

1978
-Initiation of application development in diverse segments such as textiles, sugar, paper, cement, transport.

1980
-Formation of far East Computers Ltd., a pioneer in the Singapore IT market, for SI (System Integration) solutions. -software Export Division formed at Chennai to support the bespoke application development needs of Singapore.

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1981
-HCL launches an aggressive advertisement campaign with the theme even a typist can operate to make the usage of computers popular in the SME segment. This proposition involved menu based applications for the first time, to increase ease of operations. The response to advertisement was phenomenal. -HCL develops special program generators to spend up the development of applications.

1983
-Bank trade unions allow computerization in banks. However a computer can only run on application such as savings bank, current account, Loans etc. -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 more reliable code. ALPM becomes the largest selling software product in Indian banks. -HCL designs and launches Unix-based computers and IBM PC clones.

1985
-HCL promotes 3rd party PC applications nationally.

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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 system to RDBMS.

1991
-HCL enters into a joint venture with Hewlett Packard. -HP assists HCL to introduce new services: Systems Integration. IT consulting, packaged support services (baseline, team line). -HCL establishes a Response centre for HP products, which is connected to HP Response Centre in Singapore. -There is a vertical segment focus on Telecom, manufacturing and financial services.

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

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1995
-Starts execution of Information System Planning projects -Execution projects for Germany and Australia. -Begins Help desk services.

1996
-sets up the STP (software Technology Park) at Chennai to execute software projects for international customers. -Becomes national integration partner for SAP.

1997
-Kolkata and Noida STPs set up -HCL buys back HP stake in HCL Hewlett Packard

1998
-Chennai and Coimbatore development facilities get ISO 9001 certification.

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1999
-Acquires and sets up fully owned subsidiaries in USA and UK. -set up fully owned subsidiary in Australia. -HCL ties up Broad vision as an integration partner.

2000
-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. -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.

2001
-Launched Pentium IV PCs at below Rs 40,000 -IDC rated HCL Infosystems as No.1 Desktop PC company of 2001

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2002
-Declared as Top PC Vendor by Dataquest -HCL Infosystems & Sun Micro system enters into Enterprise Distribution Agreement. -Realigns business, increases focus on domestic IT. Communication & Imaging products, solution & related services.

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 -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

2004
-1st to announce PC price cut in India, post duty reduction, offers Ezeebee at Rs17990. -IDC India DQ customers satisfaction Audit rates HCL as No.1 Brand in Desktops PCs

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-Maintains No.1 position in the Desktop PC segments for year 2003

2005

-Launched RP2 systems to overcome power problem for PC users -Crosses the landmarks of $1 billion in revenue in just nine months

-Launch of HCL PC for India a fully functional PC priced at Rs 9,900/-Read as the No.1 Desktop PC company by IDC India Dataquest -Best Employer 2005 with five star ratings by IDC India-Dataquest -The most customers Responsive company2005 -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 & Touche. -Indias No1 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 Multifunction products -strategies Partners in excellence Award by Infocus Corporation for projectors

2006

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

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-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 -HCL the leader in Desktop PCs unveils India first segment specific range of notebooks brand HCL Leaptops. -IDBI selects HCL as SI partner for 100 branches ICT infrastructure rollout -HCL Infosystems showcases Computers Solutions for the rural markets in India -HCL supports wins the DQ channels-2006 GOLD award for best after sales services on a nationwide customers satisfaction survey conducted by IDC -HCL Infosystems first in India to launch the new generation of high performance server Platforms powered by Intel Dual-core Xeron 5000 Processor. -HCL forms a strategic partnership with APPLE to provide sales &services support for iPods in India.

AWARDS

24

 AWAAZ Consumer Award 2007.

Indias most preferred Personal Computer Brand by CNBC

Indias No 1 PC Vendor consecutively for six years.

HCL among the top 3 IT companies for the last three years, DQ and IDC, Best Employer

Survey, Best Employer 2005 with Five Star Ratings.

Top 50 in ET Top 500 companies Listings for 2006. Top 21 companies in Business Standard 1000 ranking 2006.

Top 50 Fastest Growing Technology Companies in India & Top 500 Fastest growing

Technology Companies in Asia Pacific by Deloitte and Touche.

The most responsive company 2005-IT Hardware Category by the Economic Times- Avaya

Global Connect.

7th IETE- Corporate Award 2005 for performance

excellence in the field of Computer & Tele

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PARTNERSHIPS HCL has always prided itself on its partnership engagements. Partner models are also evolving in the technology industry. Innovation has extended into the ecosystem and community based engagements are coming into play. HCL has also enhanced its relationships with partners and is creating a variety of innovative partnership models, with various approaches to risk-reward sharing. Some of the notable partner engagements.

1977 TOSHIBA
Leading position on office automation and laptops in India.

1981 INTEL

Scripting an era of computing across the Microprocessor.

1985 MICROSOFT
Strategic relationship that has seen the computer evolve from a computing device.
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1996 NOKIA
Dominant position in mobile handset market in India. HCL partnered with Nokia to distribute their mobile phones in the burgeoning Indian market. Nokia today has more than 70% market share and the best service network in the country.

2005 AMD
Partnering in computing and providing IT Services

JOINT VENTURES

1991-96 HP

Created the HP brand for computers in India.

1996-2003 PEROT SYSTEMS

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Significant IT services with quarter billion dollar enterprise value

2001-2005 BT
First Indian BPO Global Delivery Centre, currently employing 2000 UK Nationals.

2001-2005 DEUTSCHE BANK

First Indian BPO Global Delivery Centre, currently employing 2000 UK Nationals.

2005 NEC

First Japan- India hi-tech JV for Product Engineering Service.

CORPORATE GOVERNANCE HCL believes that strong corporate governance practices should be integral to all activities of its Group Companies to ensure efficient conduct of the affairs of the Companies, while upholding the core values of transparency, integrity, honesty, and accountability. The annual Directions meet where the CEO of HCL Technologies interacts with all employees and arrive at the strategic direction the company needs to take, and the HCL Global Meet where its customers, investors, analysts all interact together in a free flowing discussion, are just two examples of how transparency become a part of HCL Enterprise culture. has

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The HCL corporate governance practices have matured over the 32 year journey of the Enterprise; and are in compliance with the requirement of the revised guidelines on corporate governance stipulated in Clause 49 of the Listing Agreement with the Stock Exchanges. The company firmly believes that good corporate governance practices should be enshrined in all activities of the Companies to ensure efficient conduct of the affairs of the Company while upholding the core values of transparency, integrity, honesty, and accountability. This would also help the Company in its goal to maximize value for all its stakeholders. The Companys activities are carried out in accordance with good corporate governance practices and company is constantly striving to improve them and adopt the best practices.

INITIATIVES HCL on Environment Management - Our Commitment to Social Responsibility We at HCL believe in building a symbiotic relationship between us the manufacturers, the consumers and the recyclers with the aim to promote integration and sustainability in our operations to have least stress on the environment. HCL over the years has integrated and innovated products for its customer's giving key emphasis on product life cycle management, commencing from sourcing, manufacturing to installation and recovery at the end-of-life of the product to ensure protection of the environment, health and safety of all stake holders. In building a system to identify, develop and sustain the maintenance of an environment management system at corporate level we have formulated a program that we proudly refer as HCL's ecosafe.

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HCL'S ENVIRONMENT MANAGEMENT POLICY UNDER HCL ECOSAFE AIM The aim is to encapsulate knowledge, awareness, and key developments on all environmental issues faced by today's world and to incorporate these in HCLs operations assuring our commitment in delivering quality products, solutions and services.

OBJECTIVE The key objective under HCL ecoSafe is targeted at integrating environmental management procedures into its business processes thereby protecting the environment, health, and safety of all its stakeholders. HCL commits to manufacture products that are environment friendly in all respects and are free from hazardous chemicals.

HCL INFOSYSTEMS PRODUCTS

30

COMPUTING PRODUCTS
CONSUMER / HOME AND HOME OFFICE

Home PCs Home Notebooks

ENTERPRISE BUSINESS / PUBLIC SECTOR, HEALTH AND EDUCATION

Business PCs Business Notebooks Business Netbook Business Workstations Neutron PC Trim Top Servers Thin Clients

HCL PERIPHERALS

Key boards, display products, Technology Products, Networking Products and Racks and Kiosks
DISPLAY PRODUCTS
HCL 15.6 TFT/LCD Wide Color Monitor

The HCL 15.6-inch Widescreen LCD Monitor offers great performance and state-of-the-art features. Designed for energy and cost savings along with excellent viewing, the 15.6-inch diagonal wide - aspect screen is truly a master piece in its class.

HCL 17.0 TFT - LCD Color Monitor

31

The HCL Flat Panel Monitor offers excellent performance and sharp pictures on a stunning 17-inch square-aspect screen well suited for designers, content creators, and professionals working on high graphical visualization.

HCL 18.5TFT - LCD Wide Color Monitor

For those who enjoy viewing on large screens, the HCL 18.5 inch widescreen monitor is an ultimate choice. It offers outstanding views of anything and everything you can think of! Watch crisp clear pictures, sharp viewing angles and more HCLs 18.5 widescreen monitor.

HCL 19.0TFT - LCD WIDE COLOR MONITOR

The HCL 19-inch Widescreen LCD Monitor offers superior performance and connectivity features for power and workstation users as well as designers who appreciate expansive widescreen presentation of their graphics, video and graphic projects. Enjoy excellent visual clarity for high-end graphics along with a host of other demanding state-of-the-art features.

HCLS DIGITAL LIFESTYLE PRODUCTS & SOLUTIONS

HCL offers a complete range of Digital Lifestyle Products & Solutions through its various distribution channels and vast warehousing and logistics operations. Our digital lifestyle solutions are perfectly aimed to launch and distribute the best in technology state-of-the-art latest gadgets and gizmos to different retailers.
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HCL core business activities and achievements:

27 Warehouses across 24 states Proven ability to manage Large Scale Operations 700 plus Re-Distribution Stockists 93,000 Outlets 11,000 plus Towns

The range of HCL digital lifestyle products encompass:

Apple HCL IT Peripherals Kingston Nintendo ME Gaming Console Nokia Plantronics Sandisk

NETWORKING PRODUCTS
HCL CAT5E CABLE AND ACCESSORIES

The unshielded twisted pair cable finds its application in the Horizontal Cabling (HC) System or in the Backbone Cabling System. In the horizontal system, it functions as a connecting medium between the horizontal cross - connect and the wall outlet.
CAT6 UTP JACK PANEL

33

HCL Category 6 TIA/EIA 568-B.2 compliant and PCB based offers modular patch panels for termination of horizontal and backbone cabling. It has a robust construction. The RJ-45 module jacks give the design an unmatched modularity and elegance.
CAT6 UTP Patch Cord

HCL Patch cords are designed to comply with the TIA 568-B.2-1 and ISO 11801:2002 Category 6 specification. They exceed the minimum Performance requirements for horizontal cable as specified under Category-6 TIA/EIA 568B.2. They are over- moulded with snag-less, elastomer polyolefin strain relief boots. They come in 1m, 2m, 3m and customizable lengths.

HCL ANNOUNCES ENVIRONMENT-FRIENDLY RANGE OF LAPTOPS Introduces Eco Efficient Note book PCs Complying with ROHS Directive Achieving a major milestone in introducing environment-friendly computers in India, HCL Infosystems Limited, India's premier information enabling company and the largest manufacturer of personal computers in the country, today announced the introduction of a complete lineup of eco-efficient consumer and business notebooks that are compliant with the RoHS (Restriction of Hazardous Substances) directive. As a result of this compliance, these HCL notebooks are completely safe for environment and users.
THE NEW RANGE OF ROHS COMPLIANT HCL NOTEBOOKS INCLUDES:

High Performance HCL Leaptop Z & U Series based on Intel Core2 Duo processors. Super Efficient HCL Leaptop X & D Series based on Intel Centrino Duo technology. Dual Core HCL Notebook K & P series based on Intel Pentium Dual Core. Value for Money HCL Notebook S & L Series based on Intel Celeron processors.
HCL ME NETBOOK HCL ME LAPTOP AE1VO555-1 34

HCL ME LAPTOP N4503

HCL MI LEAP

HCL INFOSYSTEMS SERVICES

SYSTEM INTEGRATION

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HCL Infosystems Limited is Indias premier IT System Integration company, with a strong legacy and over thirty years of experience in this domain, HCL offers System Integration services as a single-window turnkey solution, that integrate best-in-class products and solutions to meet the business needs of enterprise. The challenges of IT system integration have grown over years with increasing complexities in IT technologies, products and solutions. The technology specialization of diverse set of manufacturers in distinct products and solutions- PCs, servers, networking, OS, middleware and application software has resulted in solutions which call for great expertise in ensuring mutual compatibility and interoperability to function as a single cohesive IT infrastructure unit, meeting the requirements of an enterprise. These complexities have further necessitated the need for an experienced integrator who understands and is familiar with all these diverse solutions.
BFSI SI VERTICAL

HCL Infosystems Ltd. is your one-stop-shop for products & Infrastructure Solutions in the areas of IT, Communication, Office Automation, Enterprise Networking, VPN Services, Software services and System Integration. This is backed by HCL's DIRECT service support infrastructure the widest in the country. You may be a large multi-location company exploring solutions to e-enable your organization or you may be a new born rising star looking for someone for IT planning or setting up your IT Infrastructure, HCL Infosystems has a solution tailor-made for you. HCL is the preferred partner for many BFSI customers and its clientele has all major banks and insurance companies and is a trusted System Integrator with an ISO 9001 certification.
BUSINESS INTELLIGENCE

HCL has a strategic Business Intelligence Unit (BIU) to address the business intelligence requirements of the clients.
DATA WARE HOUSING

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HCLs BIU has data warehouse specialists who have the expertise in handling most Data ware house platforms and ETL tools to build dependable data warehouses on the above methodology.
DATA MINING

Once the Data ware house is built, Data Mining Techniques like (OLAP) are performed using Data Mining to fetch data intelligently or in other words demonstrate Business Intelligence. 1. Defense SI Vertical
Industry background of the Defense vertical The current scenario in India Growth Perspectives

In the union budget 2007 2008, Rs. 96,000 crores has been earmarked for expenditure related to Defense. Out of this sum, Rs 41,922 crore is under the capital head and is expected to be spent on acquisitions, which means buying new weapons, systems and equipment. Of the remaining Rs. 54,078 crores which is earmarked under the revenue head, a major chunk is expected to be spent on purchases, related to buying of spares for maintenance, general stores, fuel, clothing, food and medical stores etc. According to recent industry estimates total defense spending over acquisition and purchases for the next five years would be approximately Rs 1,88,000 crores and has a large potential to contribute to the economy.

The use of ICT in the detection of enemy presence, processing of target information, command decision-making and related engagements has become possible, through creation of collaborative networking amongst sensors, command and control elements and weapons. The Armed Forces of our country have also appreciated this need to keep pace with the various changes taking place in the ICT domain and the need to induct new equipment and systems. A significant portion of the above mentioned figures are therefore expected to be spent on ICT related projects. Future Projects like Defense Communication Network (DCN), Battlefield Management System (BMS), Tactical Communication System (TCS) etc. are apt examples of the same. Besides such projects large business is also expected from the substantial work share emerging out of the Direct Defense Offset(s) obligations of a foreign supplier, as enumerated in the latest Defense Procurement Procedures.

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2. CL - System Integration Education HCL Infosystems is a leading Systems Integrator providing end-toend turnkey advanced education solutions to schools, institutions and universities across the country in the government and private sector. As part of HCL E (Education Everywhere) initiative, we have designed HCL Digi School and HCL Digi Campus for schools and colleges. HCL's Digi School solutions are designed and customized as per Indian school curriculum including all K12 boards. HCL DigiSchool offers students an opportunity to learn according to the curriculum and improve their IT competency. The key feature that this solution offers is the digital multimedia asset library, covering all major aspects in K12 category. HCL's DigiSchool also offers the School Management Software that fits the unique needs of the departments of the school thus improving overall functioning and efficiency of the system. HCL Digi Campus offers a wide range of solutions keeping in mind the requirements of large campus and universities. Key offerings include Campus Infrastructure Solution, University Resource Planning, Online Distance Learning/e-Learning Programme and Tele Education. IT INFRASTRUCTURE CONSULTANCY The rollout of a large corporate IT infrastructure can be major task. Its many complexities involve technical assets, people and suppliers, so strong, experienced management is vital to ensure delivery on time and on budget. HCLs Consulting Group has extensive experience of working with corporate and public sector organizations on such implementations experience we can bring to bear effectively on the rollout of your technology infrastructure transforming the recommendations for technical change into true business benefits. A significant strength of HCL when implementing an IT infrastructure is the experienced project management resources that we can offer: consultants who appreciate the realities of running a business while implementing a technology infrastructure roll-out in parallel. Such experience and business acumen helps to avoid potential hiccups while focusing on the early delivery of business
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benefits. The experience HCL has gained through working with many different organizations enables us to implement and enhance IT infrastructure that is appropriate to the specific business needs of our clients. ERP CONSULTING & SERVICES Purchasing an ERP system represents a substantial investment and one of the most important decisions a company can make, so selecting the right system is crucial. The key elements of a successful selection process are knowledge of your business processes, a clear idea of what you want to achieve and an understanding of what various ERP systems are offering. HCL has strategic associations with Oracle, SAP, Microsoft and other Software & ERP companies help us to provide customers:

A consultative approach to ERP selling due to wide range of choices offered, rather than, I have ONLY this to offer and therefore I believe this will meet your requirements, approach.

HCLs ISO certified software development & project management teams has strategic alliances with Best-of-breed implementers across India to implement all most all popular ERPs based on customers line-of-business & resources available.

HCLs consultants would assist customers to choose ERP based on - Required Functionalities, Available Budgets, Staff input surveys & polling, Help choose - Out-ofthe-box or template driven? EOI / RFP preparation, Future-proof of investments.

Due to HCLs wide-spread geographical reach across India (direct presence in 400+ locations) we are able to support & maintain applications either centrally hosted or distributed.

QUALITY AT HCL INFOSYSTEMS LTD

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The history of structures quality implementation in HCL Infosystems began in the late 1980s with the focus on improving quality of its products by using basis QC told and failure Reporting and correctives active systems .We also employed concurrent engineering practices including design reviews and rigor reliability test to uncover latent design defects. In the early 90s the focus was not on the quality of products but also the process quality systems. Our manufacturing unit at NOIDA was certified initially to ISO 9002:1994 by Bureau vertas Certification in 1994 and later on ISO 9001:1994 in 1997 .As of now all our manufacturing units are certified by bureau Vertas Certification as per ISO 9001:2000 and ISO 1400:2004. In early 1995 a major quality initiative was launched across the company based on Philip B.Crosbys methodology of QIPM .This model was selected to because it considered the need and commitment by organization to improve but more importantly the individuals need towards better quality in his personal life. HCL has received MAITs Level II recognition for business excellence for our initiatives in the Information technology industry, adding another commendation to our fold. MAITs Level II recognition is based on the European Foundation for quality Managements (EFQM) for gaining quality leadership and business competitiveness. HCL certifications / awards in 2003 include ISO 9001-2000 by Bureau Verticals certifications for our Info structure Services and award of first prize by ELICINA for quality ,2002-03 .The ELCINA award criteria considers two aspects. The tryst for continuous quality improvements is never ending in HCL Infosystems. We always strive to maintain high quality standards which help us fulfill our mission to provide world class information technology solutions and services to enable our customers to serve their customers better. INVESTOR RELEASE

QUARTERLY HIGHLIGHTS

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Consolidated Revenue at Rs 3130.4 crores ,up 11% Y-o-Y Profit before tax at Rs 105.6 crores up 13% Y-o-Y Profit after tax at Rs 72.1 crores up 8% Y-o-Y

Computer systems Revenue at Rs 764.6 crores up 36% Y-O-Y. PBIT at 51.9 crores up 66%. Telecommunications & office Automation Revenue at Rs 2365.7 crores PBIT at Rs 66.9. Interim dividend of Rs 2/- per share declared for the quarter.

A PROJECT REPORT ON SALES AT HCL INFOSYSTEMS LTD

OBJECTIVE To know about the various steps involved in the process of sales. To know how sales managers close final deals with customers.

SCOPE OF THE STUDY The study mainly deals with an in depth understanding of the various steps involved in the process of selling in HCL Infosystems Ltd. It also deals with how a sales call will be attended. The approach what HCL Infosystems Ltd will make in the case of a sales call. As a project trainee I used to go to clients belonging to different verticals like International schools, Engineering Colleges, Pharmacy Colleges, MBA Colleges, Multi Specialty Hospitals, Software Companies and Media. I used to give them a demo about the products what HCL Infosystems deals with. I used to explain the configurations of the latest laptops and desktops of HCL. I used to find out if there is any requirement there and I had collected the information regarding what the client want. My main job over there is to give sales lead to the company.

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SAMPLE CHARECTERISTICS I met IT managers and Computer Incharge in the verticals I covered. In some colleges and in corporate we were successful in getting the permission for a canopy for displaying our products. LIMITATIONS OF THE STUDY The project time is for a period of two months so I was confined with the International schools, Engineering colleges, Hospitals, Software companies and Media which are there in Hyderabad. Some of the addresses that were given in the data base were incorrect because some software companies did not exist now at that address.

METHODOLOGY FOR SALES A sales process is a systematic approach to selling a product or service. A growing body of published literature approaches the sales process from the point of view of an engineering discipline. Reasons for having a well thought-out sales process include seller and buyer risk management, standardized customer interaction in sales, and scalable revenue generation. A major advantage of approaching the subject of sales from a "process point of view" is that it offers a host of well-tested design and improvement tools from other successful disciplines and process oriented industries. In turn, this offers potential for quicker progress. Quality expert Joseph Juran observed, "There should be no reason our familiar principles of quality and process engineering would not work in the sales process". A sales team's fundamental job is to move a greater number of larger deals through the sales process in less time.

The selling process has six key steps. Virtually every sales interaction will follow these steps, whether it lasts several minutes or several months:

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Prospecting Initial Contact Sales Presentation Handling Objections Closing the Sale Follow-Up and Service after the Sale

Let us discuss these steps in detail PROSPECTING Finding qualified prospects for our products or services is a necessary first step in the sales process. We need to have someone to sell to before we make a sale. But, making certain that there is a good possibility that they will buy is what makes them "qualified prospects." Once we've identified prospects, we will want to learn all we can before we approach them. Contacting each prospect takes a lot of time and energy so look at each potential prospect carefully to:

Determine our sales approach and plan your sales calls. Determine which products and services best suit particular prospects. Uncover reasons why you should not pursue some prospects, saving you valuable time and resources.

HOW IT WENT ON IN HCL INFOSYSTEMS I used to surf the internet to know the qualified prospects for the products of HCL Infosystems. I used to sort down the database what I have depending on area wise. I have covered five verticals
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starting with Education Sector (International schools, Engineering Colleges, Pharmacy colleges, MBA Colleges), Multi specialty Hospitals, Media and Software companies. I used to plan which type of products I have to explain to the customer depending on the vertical he belongs to. For example when I went to Educational Institutions I mainly concentrated on Desktops, Laptops, Printers and Servers. When I went to Media I concentrated mainly on Desktops and Laptops. When I spoke to some customers I observed they are not interested to make a deal with HCL. I didnt waste my time by calling them again. THE INITIAL SALES CONTACT
One of the most common initial contacts is a "cold call" conducted by phone or in person. A cold

call refers to a contact made with prospects who have not indicated they desire the call. It's obviously much more efficient - and most say more successful - to conduct cold calls on the telephone rather than to drive around town, but you might have a reason that warrants an in-person cold call on occasion. Make an appointment, giving them choices of appointment times and meeting locations. Here are some ideas to help turn cold calls into warm prospects:

First, determine your objective and the purpose of your call. Your purpose may be to make an appointment, to inform, to question, to talk to a certain person, and to sell. Additionally, determine if you want to close the sale on the first call or simply pave the way for a later call or sales presentation.

Try to do a little homework before the call. If you know someone who may have insight or information about the prospect, call them. When you're ready to make the call, make sure you have all the materials you need at hand. For example, if the purpose of your call is to make an appointment, have your appointment book open and a working pen or pencil in front of you.

State your purpose quickly - within 15 seconds.

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Get prospects interested by asking questions that make them think. Make statements that build rapport and confidence. Use humor - people love to laugh. Be sincere. Be friendly - people like to buy from people they like. Keep your eye on the prize - never lose sight of your objective, regardless of the outcome of the call.

HOW IT WENT ON IN HCL INFOSYSTEMS Before going to the customer directly I used to call them to take prior appointment especially in the case of Media, Software companies and Multi Specialty Hospitals. I used to call the IT Manager or the concerned Computer Head and I used to say that I am from HCL Infosystems and I want to talk on the models launched by HCL.I tried to explain what are all the benefits the customer is going to get if he opts for HCL. I used to fix the appointment with the customer at his feasible time. SALES PRESENTATION Many sales people feel the most exciting part of the sales process is presenting products or services to prospects. Finally, the vast amount of knowledge you have about your products, services and your company comes into play. HOW IT WENT ON IN HCL INFOSYSTEMS At the time of sales presentation I used to carry the brochures, pamphlets and quotations given by the company. The brochures and pamphlets will have the information regarding what are the products the company is giving and what are the unique features those products are having. The company used to give us quotations also.

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QUOTATION A quotation is a formal proposal which carries information regarding the price of the product, Configuration of the product, Delivery time, Payment mode. In the quotation what we carried it used to have the configurations of laptops and desktops. In some colleges I used to give demo to the Chairman or Principal about the unique features what the product is offering. I used to listen what the customer requires and used to note down them. HANDLING OBJECTIONS During the sales process, you will most likely meet objections. Objections are prospects' comments about the reasons why they don't plan to buy your product or service. It may be something like "I already buy those products from ABC Company and am happy with their product." HOW IT WENT ON IN HCL INFOSYSTEMS When I met some customers who are already the clients of HCL, they used to complain about the services or the quality of the product. Especially when I went to Indo American Cancer Hospital which is there in Banjara Hills Hyderabad the IT manager Mr. Dattatreya was not even interested to speak to me when I told him that I am from HCL he complained that the service of HCL is not good and the service executives are not responding properly. I handled this situation by giving the examples of some people who are well satisfied with the services of HCL. I convinced him at last and was able to bring in a deal for the company. CLOSING THE SALE Although we should never be shy about asking for business, prospects will probably give us some signals when they are ready to become customers. Here are some signals that suggest they are ready to buy:

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Asking about availability Asking specific questions about rates, prices or affordability Asking about features, options, quality, guarantees or warranties Asking positive questions about your business Asking for something to be repeated

HOW IT WENT ON IN HCL INFOSYSTEMS When I met customers some customers got impressed and they used to ask me about the price of the product if they are taking in bulk and about the price if they are taking one or two. They used to enquire about the payment mode and about how much time it will take for the company to deliver the goods. Some customers asked to give a demo in their institution so that they can get a better understanding about the product. MY LEARNING I came to know what a customer looks in for a product like laptop or a desktop. From the customers I met they mainly focused on the price and the discount offers what the company is going to give. Service is very important in case of a product like laptop. Service is what that differentiates our brand with that of the brand of a competitor. A sales man should be a good listener. He should not boost about his product all the time. He should listen to what the customer says and what the customer needs. A sales person should have an in depth knowledge about the product he is dealing with so that he can explain batter about the unique features what the product is having. A sales person should be sympathetic but not empathetic.

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MY ACHIEVEMENTS I was responsible for getting permission from the IT Department HOD for putting up a canopy at J B Institute of Engineering And Technology. I was responsible for getting permission for putting up a canopy from the chief manager, Times of India. MY CONTRIBUTION TO THE COMPANY My team gave a sales lead of 11 crore to HCL Infosystems. Gave the idea of promoting ME Laptop by putting up an advertisement on the front side of Satyam Learning Centre at Begumpet.

RECOMMENDATIONS The sales team in HCL should effectively convert the sales lead into sale without negating it. If there is any requirement the sales team should try to grab the deal as soon as possible because the customer has many options available in the market. The sales team should work as a team in trying to build up the company image. They should not look for individual targets.

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CONCLUSION Sale is the pinnacle activity involved in selling products or services in return for money or other compensation. It is an act of completion of a commercial activity. A sale is completed by the seller or the provider of the goods or services to an acquisition or appropriation or request followed by the passing of title (property or ownership) in the item and the application and due settlement of a price, the obligation for which arises due to the seller's requirement to pass ownership, being a price he is happy to part with ownership of or any claim upon the item. The purchaser, though a party to the sale does not execute the sale, only the seller does that. To be precise the sale completes prior to the payment and gives rise to the obligation of payment. If the seller completes the first two above stages (consent and passing ownership) of the sale prior to settlement of the price, the sale is still valid and gives rise to an obligation to pay. Despite of difficulties and limitations faced during my summer training project on the topic A PROJECT REPORT ON SALES AT HCL INFOSYSTEMS. 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.

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I have covered four verticals starting with Education Sector (includes International Schools, Engineering Colleges, B-Schools and pharmacy colleges), Medi Care (Multi Specialty Hospitals), Media and Software Companies. I met the IT managers and Computer Head and used give them a demonstration about the products what HCL is into. I used to know from them whether they have any requirement and used to collect their contact information. I was successful in giving good leads to the company.

APPENDICES
VERTICALS WHAT I HAVE COVERED EDUCATION SECTOR

Sri International School, Narayanaguda, Hyderabad Spring Dale Academy, Tirumala Hills, Dilsukhnagar Aurabindo International School, Nallakunta, Hyderabad Royal Concord International School, Hyderabad Rishi Public School, Basheerbhag, Hyderabad Moghul Group of Institutions, Chandrayanagutta, Hyderabad Presidency School of Management and Computer Science, Falknama, Hyderabad St Anns College for Women, Mehdipatnam, Hyderabad. Green Forte Engineering College, Bandlaguda, Near Charminar, Hyderabad. Islamia College of Engineering and Technology for Women, Chandrayanagutta, Hyderabad. Mahaveer Institute of Technology, Chandrayanagutta, Hyderabad. Nova Group of Institutions, Hayathnagar, Hyderabad.
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Avanthi Group of Institutions, Hayathnagar, Hyderabad. Arjun College of Engineering and Technology, Hayathnagar, Hyderabad. J B Institute of Engineering and Technology, Near Chilkur Balaji Temple, Hyderabad. ISI Tech Business School, Miyapur, Hyderabad. Rishi UBR College for women, Nizampet Road, Hyderabad. G Pulla Reddy College of Pharmacy, Mehadipatnam, Hyderabad. Rai Business School, Punjagutta, Hyderabad. Viswa Bharathi College of Engineering and Technology, Miyapur, Hyderabad.

MULTISPECIALTY HOSPITALS

Medcity Hospital, Opposite to secretariat, Hyderabad. Fernandes Hospital, ABIDS, Hyderabad. Medwin Hospital, ABIDS, Hyderabad.

Asian Institute of Gastrology, Khairatabad, Hyderabad. Image Hospital, Ameerpet, Hyderabad.

Indo American Cancer Hospital, Jubilee Hills, Hyderabad.

Rainbow Childrens Hospital, Banjara Hills, Hyderabad. Apollo Emergency Hospital, Jubilee Hills, Hyderabad.

MEDIA

TV9, Banjara Hills, Hyderabad. Sakshi, Banjara Hills, Hyderabad. Gemini, Banjara Hills, Hyderabad. Times of India, Banjara Hills, Hyderabad.
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SOFTWARE COMPANIES

Softpal Technologies Pvt Ltd Saahi Systems Ltd Quad One Technologies Pvt. Ltd. InteQ Software Pvt. Ltd Build Infotech Solutions Pvt Ltd Gd Microsystems Pvt Ltd Shaster Technologies Private Limited System Soft Technologies India Pvt Ltd

BIBLIOGRAPHY Joseph F. Hair, Rolph E. Anderson, Rajiv Mehta, Barry J. Babin, Sales Management.

Naresh K.Malhotra, Satyabhushan Dask, Marketing Research An Applied Orientation, 5th Edition, 2009, Pearson Education, New Delhi. Philip Koetler, Marketing Management, 7th Edition, 2009,Pearson Education, New Delhi. Linda Richardson, Stop Telling, Start Selling: How to Use Customer-Focused Dialogue to Close Sales, McGraw Hill, 1997.

WEBSITES

http://managementhelp.org/sales/sales.htm Sales-techniques.industrialego.com http://communication.howstuffworks.com/sales-technique.htm www.hcl.in

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www.hclinfosystems.in

A RESEARCH STUDY ON THE CUSTOM SATISFACTION OF LAPTOP USERS

CUSTOMER SATISFACTION INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In todays competitive market place its hard to differentiate your product and service offerings from your competition. The technology available to both you and your competitors has made it easier to duplicate each others products and services. Because of this, its difficult to rely on features alone to differentiate your company from the competition. Excellent customer service is one of the few ways to achieve a sustainable competitive advantage.

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Consider this, only 4% of all customers with problems complain. The average customer with a problem eventually tells nine other people. The value of satisfaction is often underestimated. An essential part of assessing satisfaction includes identifying dissatisfaction. Dissatisfied customers and prospects often hold the information you need to succeed. Understanding when and why dissatisfaction occurs helps you implement changes to gain new customers and retain old ones. It doesnt matter what type of business you are in, surveys are an important tool to help you collect the information you need to understand and evaluate customer and prospect satisfaction.

OBJECTIVE To know the satisfaction levels of the customers using Laptops of various brands. To identify the attributes what a customer will look for while purchasing a Laptop.

SCOPE OF THE STUDY I did research on the customer satisfaction of HCL Laptops. For this I prepared a questionnaire and went to International schools, Software Companies, Multi specialty hospitals and media. I met IT managers there and made a complete study on what they look for while purchasing a laptop. I have selected seven attributes and analyzed which brand is doing better based on these seven attributes.

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Quality Price Customization Finance Options Payment mode Delivery mode Service

LIMITATIONS OF THE STUDY The project time is for a period of two months so I was confined with the

International schools, Engineering colleges, Hospitals, Software companies and Media which are there in Hyderabad.

METHODOLOGY
RESEARCH DESIGN

The research design is the master plan specifying the methods and procedures for collecting and analyzing the needed information. There are three traditional categories of research design: Exploratory Descriptive and Causal

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The choice of appropriate design depends largely on the objectives of research and how much is known about the problem and these objectives. The Researcher followed Descriptive in the present study. Descriptive study helps the researcher in determining, evaluating and selecting the best course of action to take in a given situation. The researcher referred to secondary data to get more insights and to identify attributes relating to the customer satisfaction. The attributes then formed the basis for framing the questionnaire. The questionnaire is then executed to quantify the results and to select the best course of action in a given situation.

INFORMATION SOURCES: The researcher gathered data through secondary sources. PRIMARY DATA is collected through questionnaire, search and research through place where Laptops have been mostly used. SECONDARY DATA is being search sites like websites and the data has been collected through other approaches. The researcher collected information through the official websites and magazines.

SAMPLING TECHNIQUE
JUDGEMENTAL SAMPLING

The Researcher has selected Judgmental sampling technique. Judgmental sampling is a form of convenience sampling in which the population elements are purposely selected based on the Judgment of the researcher. The Researcher being a student chose Judgmental sampling as it is low cost, convenient, and quick.
SAMPLING FRAME: Names and contact numbers of IT managers SAMPLE SIZE: 40 SAMPLING UNIT: IT managers of all software companies

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DATA COLLECTION

The researcher collected information through the official websites and Questionnaires.

DATA SOURCE The researcher took the help of both primary as well as secondary sources. Primary 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 various software companies INSTRUMENT USED The researcher for the research used the Questionnaire as an Instrument. The Questionnaire was prepared by the researcher and Schedule was provided by the company in which the researcher did its research report.

ANALYSIS AND INTERPRETATION

When asked for which brand is giving best quality product, HP is ranked first then comes DELL.

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When asked for which brand gives best value for price HP was ranked first followed by DELL

In terms of Service DELL was ranked first then followed by HP and HCL.

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In terms of customization DELL comes first, HCL ranked second followed by DELL

When asked for which brand delivers the product with in the stipulated time, HP was ranked first then followed by DELL.

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Z -TEST A Z-test is any statistical test for which the distribution of the test statistic under the null hypothesis can be approximated by a normal distribution. Due to the central limit theorem, many test statistics are approximately normally distributed for large samples. Therefore, many statistical tests can be performed as approximate Z-tests if the sample size is not too small. In addition, some statistical tests, such as comparisons of means between two samples, or a comparison of the mean of one sample to a given constant, are exact Z-tests under certain assumptions.

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ASSUMPTION

H0: HCL Laptop users are more satisfied than HP users. My intention here is to compare HCL with the market leader. Variable N Mean Standard Deviation HP HCL 40.000 22.275 1.961 40.000 19.350 2.007

Mean Difference 95.00% Confidence Interval Z Variable HP HCL 2.925 Lower Limit Upper Limit 2.056 3.794

p-Value

6.594 0.000

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In the Z test I compared HCL with the market Leader HP. I assumed HCL customers are more satisfied than HP customers. I got a Z-Value which is greater than the P value. My assumption was wrong. Most of the customers gave positive ratings for HP in terms of price, quality, service, customization, delivery period, payment mode and finance assistance.

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RECOMMENDATIONS On the basis of above findings the researcher has mentioned the following recommendations Customer satisfaction is one that helps in retaining the old customers and also helps in acquiring new customers. It is the responsibility of the company to keep its customers satisfied.

Service is one which gives a competitive edge over others. The company should be ready to listen to the customer grievances and should try to solve them at the earliest.

The company should provide finance options. It should tie up with financial institutions so that the customer will have an option of having financial assistance. If the company provides financial option then there are more chances to acquire a loyal customer.

The delivery time should be minimized. If the company is able to deliver the goods with in the stipulated time then the customer will becomes loyal.

The company should listen to what the customer says, should take the feedback and modify the product according to the customer specifications.

The company should provide options to the customer in terms of payment. It should give the customer to go for payment in EMI mode (Only for the customers who purchase in bulk).

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The company should be more innovative. Companies like HP, DELL they are more innovative when compared to HCL. Dell came up with the latest processor core i5 where HCLs latest processor being Core i3.

CONCLUSION Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace like laptops where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

Despite of difficulties and limitations faced during my summer training project on the topic A Research Study on the customer satisfaction of laptop users. 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.

I have learnt what attributes makes a customer satisfy when he is looking for a product like laptop. I came to know about these attributes when I interacted with IT managers belonging to various verticals. I came to know that it is very easy to make an Indian customer loyal by making him a satisfied customer. What the company has to do is listening to their complaints and taking their feedback and making them feel that they are very important for the companys existence.

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APPENDICES
CUSTOMER SATISFACTION LAPTOPS

1. Name Of The Respondent

2.

Name Of The Organization

3.

Designation And Department

4. Contact Details

5. Could you please tell me do you use a laptop

a) Yes

b)No

6. Could you please tell me which brand you are currently using? 65

a) HP b) Dell c) Acer d) Toshiba others (please specify)..

e) HCL

f) Lenovo

g) Sony

h)

7. Could you please rate the following brands on the attributes listed (1---------Poor 5------------Excellent) Quality a) HP b) DELL c) HCL d) SONY e) TOSHIBA f) ACER g) LENOVO Delivery Mode a) HP b) DELL c) HCL d) SONY e) TOSHIBA f) ACER g) LENOVO Financial Assistance Price customization service Payment mode

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8. Could you please tell me which of the following brand will take into account the customer feed back and modify their products accordingly

a) HP

b) DELL

c) HCL

d) ACER

e)LENOVO

f) TOSHIBA

g)SONY

9. Could you please tell me according to you from which of the following brand the products/services provided will surpass your expectation

10. Could you please tell me which of the following branded laptops are user friendly

a)HP

B) DELL

C) HCL

D) ACER

e)LENOVO f) TOSHIBA g) SONY

11. Could you please tell me which of the following brands are good at communication (Communication includes the information regarding the availability of personnel, Response time and the quality of responses for either hardware or software support)

a)HP

B) DELL

C) HCL

D) ACER

e)LENOVO f) TOSHIBA g) SONY

12. Could you please tell me if you want to recommend a laptop to you friend which brand you will recommend? a) HP b) DELL c) HCL 67

d) ACER e) LENOVO f) TOSHIBA g) SONY THANK YOU

COMPANIES APPROACHED FOR THE SURVEY

Lynx Softek Pvt Ltd M&M Software solutions Mani Software Solutions Medhassu e Solutions Pvt. Ltd.

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Mindshare Software Solutions MNC Software Solutions Private Limited New Horizon Cybersoft Ltd Next Sphere Technologies India Private Limited Nihar Info Global Limited Nordic Infosoft Pramati Technologies Quark Tech Techno Brain Ltd Yash technologies Warangal Technologies (P) limited Yasmesoft tech Pvt Ltd Media Tek Liquid Hub Trendz Information Technologies Keane India Limited Virtusa Corporation Pramathi Technologies Private Limited CAT Technologies Limited

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BIBLIOGRAPHY

Naresh K.Malhotra, Satyabhushan Dask, Marketing Research An Applied Orientation, 5th Edition, 2009, Pearson Education, New Delhi. Philip Koetler, Marketing Management, 7th Edition, 2009,Pearson Education, New Delhi. Karen Leland, Customer Service for Dummies,3rd Edition,2006,Wiley publishing,Canada.

Jeffrey Gitomer, Customer Satisfaction is Worthless, Customer Loyalty is Priceless 5th Edition, Wiley Publishing, Canada.

WEBSITES

www.customersatisfaction.com www.howstuffworks.com Articles.sitepoint.com www.hcl.com www.hclinfosystems.in www.enidhi.net

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