Summer Internship Report

On

“TO ANALYZE SALES POTENTIAL OF PRODUCTS PROVIDED BY HCL IN THE

EMERGING & EXISTING MARKET”

By
Amit Singhal
A0102209142
MBA Class of 2011

Under the Supervision of

Vikram Bawa
Professor
Department of M&S

In Partial Fulfillment of Award of Master of Business Administration

AMITY BUSINESS SCHOOL

AMITY UNIVERSITY UTTAR PRADESH
SECTOR 125, NOIDA - 201303, UTTAR PRADESH, INDIA
2010

1
 AMITY BUSINESS SCHOOL

AMITY UNIVERSITY UTTAR PRADESH

DECLARATION

I hereby declare that the dissertation “To analyze sales potential in the emerging & existing
organisations” submitted for the MBA Degree at Amity Business School, AUUP Department
of Business Management in Marketing & Sales, is my original work and the dissertation has
not formed the basis for the award of any degree, associate ship, fellowship or any other similar
titles.

Place: Noida

Date:

(Amit Singhal)

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 COMPANY CERTIFICATE

TO WHOM IT MAY CONCERN…..

This is to certify that Amit Singhal, a student of “Amity Business School, Noida” undertook a
project on “To analyze sales potential in the emerging & existing organisations” at HCL
Infosystems Ltd.

Mr. Amit Singhal has successfully completed the project under the guidance of Mr. Harsh
Pandey (Deputy Regional Manager - Sales). He is sincere and hard working student with
pleasant manners.

We wish all success in him future endeavors.

Signature with date

(Name)

(Designation)

(Company Name)

Acknowledgement

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 “Acknowledgement is an art, one can write glib stanzas without meaning a word, on the other
hand one
can make a simple expression of gratitude.”

Industrial training is an integral part of any Master of Business Administration program and for
that purposes I had joined a company what else can be as good as HCL Infosystems Ltd, India's
premier information enabling company.

I take the opportunity to express my gratitude to all of them who in some or other way helped me
to accomplish this challenging project in HCL Infosystems Ltd. No amount of written expression
is sufficient to show my deepest sense of gratitude to them.

I am very thankful to external guide, Mr. Harsh Pandey, Deputy Regional Manager (Sales),
HCL Infosystems Ltd., Noida and very grateful to Prof. Vikram Bawa, Faculty Department
of Marketing & Sales, Amity Business School, AUUP, Noida, for their everlasting support and
guidance on the ground of which I have acquired a new field of knowledge. The course structure
created for this curriculum has benefited with the inclusion of recent development in the
organizational and managerial aspects.

Lastly, I am thankful to all the member of HCL Infosystem Ltd, Noida, which has given me
valuable information in the part of my project.

AMIT SINGHAL

MBA (M&S)

ROLL NO. : 309E - 30

TABLE OF CONTENTS

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S. NO. PARTICULARS PAGE NO.

i) Certificate 3

ii) Acknowledgement 4

1) Introduction 6

1.1 Company Origin 8

1.2 Various timelines of the company 11

1.3 HCL 3 Decades of Evolution 12-14

1.4 About HCL Infosystem Ltd. 15-23

2) Literature Review 26-50

1.5 Promoters of the company 26

1.6 Taxation policy of the company 27

1.7 Various achievements of the company 27-28

1.8 Sales & Marketing Policies 28-32

1.9 Featurs of the various products 33-50

3) Data Analysis, collection, interpretation 50-61

3.1 Problem Identification 50

-52
3.2 Research Objective
53

3.3 List of needed information 54

3.4 Desigining the data collection 55

56
3.5 Sampling
57-65
3.6 Questionaire data collection

4) Learning & Findings 66-67

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5) Conclusion & Limitations of the study 68-69

6) Suggestions and Recommendations 70

7) Bibliography 71

8) Annexures 72-76

Introduction

COMPANY PROFILE

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 Company Origin

HCL COMPANY

7
FOUNDER: SHIV NADAR

DATE OF BIRTH: 1945

NATIONALITY: INDIAN

PROFILE: CHIEF EXECUTIVE OFFICER

DREAMER, WEAVER, AND A MAN WHO LOVE’S TECHNOLOGY

Chief Executive Officer of Hindustan Computers Limited (HCL), India's largest infotech
conglomerate.

Shiv Nadar is the Chief Executive Officer of Hindustan Computers Limited (HCL), India's
largest infotech conglomerate. He figures in the Forbes list of Indian billionaires.

Originally hailing from Moolaipozhi Village,Trichendur,Tutocorin District, Tamil Nadu, Shiv

Nadar moved to Delhi in 1968. He worked as an engineer with DCM Ltd. But the entrepreneur in
Shiv Nadar wanted to set up his own business. Therefore, he along with six of his colleagues
launched a firm making office products like copiers.

In late 1970s, when IBM quit India, Shiv Nadar's HCL stepped in to fill the vacuum. In 1982,

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HCL came out with its first computer. Today, HCL derives 80% of its revenue from computers
and office equipment. HCL has also been spreading its global reach. Its Singapore subsidiary,
Far East Computers, achieved a breakthrough in imaging technology, which, among other
applications, enables computers to read handwritten tax returns.

HCL has adopted innovative practices to achieve growth. In the U.S, a software subsidiary, HCL
America, has reaped huge dividends by taking advantage of global time zones. Every morning,
the company's Chennai office receives software assignments from the U.S, just after work stops
there for the night. A team of Indian engineers, with salaries much lower than those of their
American counterparts, complete the jobs and send them back in the evening.

In a short span of time, Shiv Nadar has reached pinnacle of success by his hardwork, vision, and
entrepreneurial spirit

PROFILE

Industry Advisor

Diamondhead Ventures

Chairman and Chief Executive Officer

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HCL Enterprise Solutions Inc.

Founder and Chairman of the Board

HCL Corporation Private Limited

1993-Present

Chairman, Chief Strategy Officer, Chairman of Nominations Committee, Member of

Compensation Committee, Member of Employees Stock Option Allotment Committee and
Member of Shareholders Committee

HCL Technologies Ltd.

1993-2007

Chairman, Chief Strategy Officer, Chairman of Nominations Committee, Member of

Compensation Committee, Member of Employees Stock Option Allotment Committee and
Member of Shareholders Committee

Awards And Achievement

In 2008, Government of India awarded Shiv Nadar with Padma Bhushan, the third highest
civilian award for his contribution to IT industry.

In 2007, Madras University awarded him honorary doctorate degree (D Sc) for his contributions
in promoting software technology. Nadar was also recognized as E&Y Entrepreneur of the Year
2007 (Services).

In October 2006, Shiv Nadar received an honorary fellowship from All India Management
Association - AIMA

TIME LINE OF THE COMPANY

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11
HCL -3 DECADES OF EVALUATION

First decade - Startup to India's No 1 IT company

Along with

Ajay Choudhry (Chairman, HCL Infosystems),

Arjun Malhotra (CEO and Chairman, Headstrong),

Subhash Arora, Yogesh Vaidya and DS Puri, Shiv Nadar started Micro comp to sell teledigital
calculators in the Indian market. under the brand name "Televista.

HCL was founded later in 1976 with an investment of Rs 187,000 from the 6 founders and added
Uttar Pradesh government as a 26% equity partner. While the company focused on building a
microcomputer from scratch, it received an unexpected boon when foreign companies like IBM
left the country due to the policies adopted by the then Industrial minister George Fernandes in
1977 creating a market space for the microcomputer in India.

In 1980, HCL ventured into the international market with the opening of Far East Computers in
Singapore to sell IT hardware. The venture reported Rs 1 million revenue in the first year and
continued to address the Singapore operations.[11] In 1981, Rajendra Pawar, Vijay Thadani, S
Rajendran started NIIT with Nadar playing the role of investor to address the then fast growing
computer education market. Nadar remained the largest shareholder without retaining any
management control. Nadar retained his shareholding in NIIT through 2003 at least.

Through 1984, the company focused on designing microcomputers and writing custom
applications for clients on these systems. When the Indian government liberalized regulations for
import of technology, the computer market was in effect opened for adopting new global
technologies. HCL utilized the opportunity to develop Personal computers solutions (called
Busybee) and UNIX platform based solutions. In the IT hardware business, the company opened
a subsidiary called HCL office Automation that quickly became India's leader in office solutions.
By 1987, HCL recorded revenue of Rs 100 crores and featured as India's number 1 company

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Second decade - Transition to software services business

Shiv Nadar looked at marking a place in the global arena after having captured Indian IT
leadership. HCL America was setup in 1989. However the move backfired as Shiv Nadar and
HCL miscalculated the requirements of the market and the venture didn't succeed in the world's
largest market. However in India, HCL consolidated its market position in the early part of its
second decade reaching an inflexion point in 1991 when the government liberalized the economy
to provide a level playing field for foreign players. HCL joined HP and created a JV - HCL HP
Limited. The JV built solutions to address the local computing market as well as gave HCL its
first experience in outsourced R&D. In the mid '90s, Shiv Nadar added sale agreement with
Ericsson and Nokia to distribute their products in India. In 1995, Nadar set a target of Rs 100
billion as target for the HCL Group, a target his group will fall short.[12]

By 1995, HCL became a complex organization with over 40 subsidiaries and Nadar quickly
realized that global IT services was the way forward rather than IT hardware. HCL Consulting
was formed to address the IT services and the R&D division of HCL-HP was merged into HCL
Consulting.[12] The company was renamed HCL Technologies in 1996, the same year the JV with
HP broke off.

By early 1998, Nadar had consolidated his business into five entities - HCL Technologies (global
IT service company), HCL Infosystems (Indian IT hardware leader), HCL comnet (network
services company), HCL Perot (IT applications) and NIIT (education services).

Third decade - Global IT service company

Shiv Nadar took HCL Technologies public in 1999. At the time of IPO, HCL was the second
largest IT company with revenue of Rs. 7.23 billion behind TCS (Rs 16.52 billion) but ahead of
Wipro (Rs 6.32 billion) and Infosys (Rs. 5 billion) and with the Internet boom in full swing, HCL
decided to put complete focus in R&D services to product engineering companies while paying
scant attention to the Y2K. When the Internet bubble burst in 2000, HCL was left behind by its
competitors because of their headstart in Enterprise application services.

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Nadar made an effort to bootstrap HCL with acquisitions in 2001. HCL acquired Apollo Contact
center from BT and Deutsche Software Limited (Deutsche Bank's Indian captive software
company) to address the BPO and Financial services market. Still HCL continued to
underperform competitors through 2005.

By 2004, the number of companies in HCL was consolidated from five to two - HCL
Technologies and HCL Infosystems. Shiv's shareholding in NIIT was recognized as personal
investment and HCL Comnet became a subsidiary of HCL Technologies. HCL Perot was sold
back to partner Perot Systems for $105 million in December 2003. S Raman, COO & President,
HCL Technologies retired in early 2005 and Nadar promoted Vineet Nayar as President of HCL
Technologies and revive HCL's sagging fortunes in the IT services spectrum.

In 2007, Shiv passed the mantle of CEO of HCL Technologies to Vineet Nayar. Shiv remains
Chairman of HCL Technologies and its largest shareholder.

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 Corporate Profile

1. HCL Corporate Profile

HCL is one of The Largest IT groups in India with a turnover of over 5.5 Billion and employs
over 64000 professionals worldwide. HCL’s focus on IT, digital imaging, communications and
System Integration makes it an undisputed leader in its market domain.

HCL has long standing relationships with world technology leaders to provide convergence
between IT, digital imaging and communications through its products and services.

With over 30 years of domain expertise in serving the Indian market, HCL is able to combine the
best of global technologies with a mature service backup evolved over the years to suit local
needs.

HCL’s reach of over 170 offices and 505 service centers coupled with world class, leading edge
technology products market it an ideal choice.

2. About HCL

HCL is one of the leading global Technology and IT enterprises with annual revenues of US$ 5.5
billion.

HCL is a $5.5 billion leading global Technology and IT Enterprise that comprises two companies
listed in India, HCL Technologies (www.hcltech.com) and HCL Infosystems
(www.hclinfosystems.in). The 3-decade-old Enterprise, founded in 1976, is one of India's
original IT garage start-ups. Its range of offerings spans Product Engineering, Custom & Package
Applications, BPO, IT Infrastructure Services, IT Hardware, Systems Integration, and
distribution of ICT products. The HCL team comprises over 64,000 professionals of diverse
nationalities, who operate from 20 countries including over 505 points of presence in India. HCL
has global partnerships with several leading Fortune 1000 firms, including leading IT and
Technology firms. For more information, please visit www.hcl.in

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3. About HCL Infosystems

HCL Infosystems Ltd, with revenue (LTM) of $2.8 billion (Rs. 12,439 crores) is India's premier
information enabling and ICT System Integration company offering a wide spectrum of ICT
products that includes Computing, Storage, Networking, Security, Telecom, Imaging and Retail.
HCL is a one-stop-shop for all the ICT requirements of an organization.

India's leading System Integration and Infrastructure Management Services Organization, HCL
has specialized expertise across verticals including Telecom, BFSI, E-Governance & Power.

HCL has India's largest distribution and retail network, taking to market a range of Digital
Lifestyle products in partnership with leading global ICT brands, including Apple, Cisco,
Ericsson, Kingston, Kodak, Konica Minolta, Microsoft, Nokia, Toshiba, and many more.

HCL today has India's largest vertically integrated computer manufacturing facility with over
three decades of electronic manufacturing experience & HCL desktops is the largest selling
brand in the enterprise space.

With India’s largest ICT services network that reaches every corner of India, HCL’s award
winning Support Services make it the preferred choice of enterprise and consumers alike.

HCL Infosystems has a 100% subsidiary that addresses the physical security technology system
integration market. The subsidiary leverages technology to build a security framework called
‘Safe State’ that will safeguard life, infrastructure & society. For more information please visit us
at www.hclinfosystems.in

16
At

HCL Info systems manufacturing facilities are ISO 9001:2000 & ISO 14001:2004 certified and
adhere to stringent quality standards and global processes. We have two manufacturing units, one
being at Uttaranchal & the other one in Pondicherry.

HCL Infosystems has a direct support force of over 2100 technical members, is operational at
330+ locations across the country and is the largest such human resource of its kind in the IT
business.

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18
3. HCL System Integration Group

HCL’s System Integration (SI) Group services enable clients to identify, develop, and implement
the most appropriate solutions for their varied technology needs in a project.

System Integration is a critical area for companies due to various factors:

 Multiple systems for various functions that need integration

 New product implementations require integration with the other existing systems
 Need to maximize existing investments while delivering new solutions and increased
business value
 New business ownerships require systems & network integration
 Integrating with business partners, suppliers & customers to decrease inventory
 Reduce manual interactions

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HCL SI Group product and services offerings span a wide spectrum of technology needs and
help the clients to establish a world-class infrastructure to run its business and offer services to
its valued customers in a seamless manner.

HCL has also tied up with world leaders to provide cutting edge products and services here in
India. HCL’s vast resource-pool of technical manpower and more three decades experience of
servicing the needs of Indian market give it the enviable edge of bringing world class technology
at an affordable price.

Infostructure Offering - Our Integrated Approach

AVIATION & RAILWAYS ROADS & PORTS &

AIRPORT AND MRTS HIGHWAYS SHIPPING

HCL Solution Stacks Expertise

System Integration
Infostructure Solutions Infostructure Services
Operation Control Centers Strategic
AVSI Solution Alliances
Security & Surveillance Solution
with
World
Kiosk Leaders
Computing & Network Infrastructure

Factors, budget and corporate image needs.

HCL Infosystems Limited is Channel partner of various International Brands i.e.

1. HITACHI : LCD Projector, LCD & Plasma TV, Interactive White

Board & Interactive Panel
2. TOSHIBA : LCD TV, Photocopier
3. CHRISTIE : 3 Chip & Single Chip DLP & LCD Projectors, Video Wall
4. POLIVISION : Interactive White Board & Panel
5. DUPLO : Duplicator
6. POLYCOM : Video Conferencing System
7. TANDNBERG : Video Conferencing System

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 8. JBL : Speakers
9. CROWN : Amplifier, Microphones
10. AKG : Microphones
11. Soundcraft : Mixers
12. DBX : Processors
13. EXTRON : Audio Video Processors
14. CRESTRON : Sound & Light Control Systems
15. LUTRON : Dimmers & Light Control Systems
16. LG : LCD TV’S & Plasma TV’s

Today, the Information Technology market is drawn against a brand new business landscape.
The very definition of the traditional business model for equipment vendors has changed. Being
competitive in this new business reality, it is imperative for equipment manufacturers to
efficiently manage this shift of interests. This entails strategic partnerships engagements with
trusted partner, who possesses the best fit of products for specific client need and extensive
business experience of overcoming the new challenges.

HCL SI Group provides technology solutions and product engineering services are offered in a
wide spectrum of Operation Control Centers, AVSI Solutions, Security & Surveillance,
Computing and Network solutions and convergence technology areas defining the next
generation infrastructure.

5. HCL Infrastructure Management Services

Our Infrastructure Management Services are a comprehensive set of services that helps
customers to fully utilize their investments in technology infrastructure by improving
availability, reliability and performance. We achieve this by offering a complete portfolio of
customized services and expertise, from planning and design to procurement, installation,
integration, migration assistance to system management, telephone support and on-site hardware
and software fixes.

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HCL’s Infrastructure Management Services provide support for critical components of the
infrastructure by providing inbuilt redundancies in the system and keeping stocks of important
spare parts. The list of minimum spares to be stocked at site to achieve maximum uptime of the
system is provided in the commercial section.

HCL’s Services provide Superior customer support through:

• Qualified and trained engineers

• 24x7X365 service window coverage option

HCL warrants that qualified service engineers will perform the services in a professional manner
conforming to accepted industry standards and practices for the full term of the contracted
period.

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6. Project Execution Methodology

All projects in HCL are executed within the framework of its Quality Management System
(QMS). The QMS requires the a Project to be broken up into the following phases;

• Project Start-up
• Requirement Analysis
• Solution Design
• System Delivery and Configuration
• Unit Testing
• Integration Testing
• User Acceptance Testing
• Warranty and Maintenance Support

The diagram below shows the overall process.

Startup

Requirement
Analysis

Solution Design

Delivery and Configuration

Unit & Integration Testing

Acceptance
Testing

7. Quality Management Systems

Quality has been a continuous journey at HCL Infosystems. In keeping with this objective, HCL
Insys adopted the Philip Crosby’s methodology of Quality Improvement Process Management
(QIPM).

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Under this initiative, majority of the people have been already trained on quality tools &
concepts and a number of improvements have been carried out. Our manufacturing facilities are
ISO 9001:2000 and 14001:2004 certified.

Philosophy of Quality

”We shall deliver defect-free products, services and solutions to meet the requirements of
our external and internal customers, the first time, every time.”

8. Why HCL

LEADERS IN CONVERGENCE TECHNOLOGY

With voice, data and image technologies converging on the primary IT computing and
network backbone, HCL, the leading IT Company with 3 decade of experience and vendor
agnostic approach, is a partner of choice for system integration projects.

ONE-STOP-SHOP FOR ALL YOUR ICT NEED

HCL provides entire spectrum of the information technology needs of its customers

WIDEST INDUSTRY EXPERIENCE

Practical consulting fine-tuned for different industries with up-tp-date understanding of the latest
in technology

BEST-OF-BREED TECHNOLOGY PARTNERSHIPS

Preferred technology partnerships with leading technology partners such as Intel, AMD,
Microsoft, Bull, Toshiba, Nokia, Sun Microsystems, Ericsson, SAP, EMC, Veritas, Citrix,
CISCO, Oracle, Infocus, Barco, Samsung, Tyco, HID, Nortel, ISS

LARGEST SUPPORT TEAM WITH WIDEST REACH

 More than 505 direct service locations in India

 2800 Direct Service Engineers on field

 Established Automated Call Management System

 More than 30 Years of Direct Support Experience

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25
 Literature Review

Promoters of the company

Till 1994-95, the HCL Group (including NIIT) was primarily hardware-oriented. Over four
years, it virtually reversed its ratio of hardware to software and services turnover from 83:17 to
38:62 during 1997-98. Today, this ratio has gone down to 23:77 (including NIIT).

The Major Six promoters of HCL are

1. Shiv Nadar has been able to drive the group through this paradigm shift
seamlessly, and quietly.
2. In the process, Arjun Malhotra and Subhash Arora, two of the six original
promoters.
3. Mr. DS Puri is a Co founder of HCl Enterprise. Mr puri serves as a Non executive
Director of HCL info system Limited.

Ever since Nadar initiated this change, the group has been constantly moving up the DQ Top 20
list of giants—from seventh in 1997-98 to number two in 1998-99 and to the top slot a year ago.
This year, HCL is number one for the second time running, for 2000-01.

This past year was stable: no big shifts or change of guard.

Nadar stayed focused on HCL Technologies (HCLT) as chairman and CEO.

4. Ajai Chowdhry, also one of the six original promoters, is HCL Infosystems’
(HCLI) chairman and CEO.
5. NIIT has Rajendra S Pawar as chairman and Vijay K Thadani as CEO. NIIT is a
group company only in an informal sense. It "spun off" from HCL—its founders
were HCL employees, funded by Nadar, who now has about 20% of the equity. In
fact, Nadar has been categorical in saying that except for HCLT, he is not
involved in the other two companies’ operations.

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 TAXATION POLICY-:

Normally in telecom products the tax charged is called VAT i.e value added tax. The vat charged
in telecom products is 4% where as in other equipments the tax charged is 10.36%

If the goods are carried from one state to another the tax charge is 2%.

The sale tax is normally charged at 12.2%.

AWARDS & ACHIEVEMENTS:-

HCL Infosystem won many prestigious awards such as customer satisfaction and electronics
company award for being the electronics company of the year

May 25-09 HCL info bags large BSNL IT Deal.

May 04-09 HCL in talks with banks to supply handheld terminals.

Apr 23-09 HCL info net profit at Rs 58.20 cr.

Apr 23-09 HCL info reports constant revenue of Rs 3023.8 cr.

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Feb28-09 HCL to enter security equipments production soon.

Oct 31-09 HCL bags order from Delhi Police.

Jan 28-09 HCl and Nokia enter into a joint venture to sell mobile entertainment.

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 Sales & Marketing
Industry Challenges

Increasing market share and launching new products efficiently is a key activity for the Medical
Device Manufacturers. From strategies for launching new products to increasing market share;
from targeting the right professionals and to identifying and influencing decision makers, the
sales and marketing activity list is long and demanding, as are its demands on the technology
infrastructure. Marketing is challenged with the need to produce the right marketing message.

New customized solutions - based on demanding technologies - are critical to gain the necessary
competitive edge. Nevertheless, the current technology infrastructure is often an amalgamation
of soloed homegrown systems and disparate packaged applications. Maintenance and support is
expensive, delivery is late, but nevertheless the pressure to reduce costs and deliver faster is ever
increasing.

HCL's Solution

HCL offers customized solutions across the whole gamut of the S&M area starting from field
service support, sales support, market intelligence and general solutions. With rich experience of
working with & out 0f top 10 medical device companies, HCL has key business understanding of
domain.

We have dedicated CoE for CRM which will address all our clients Sales & Marketing IT needs.
Our Regulatory and Compliance practice provide domain specific expertise to Medical device
manufacturers. Our Technology Agnostic approach allows us to find innovative solutions for
business problems and then apply client selected technologies to implement the change. We have
a strong quality focus through our robust quality processes in Quality Management System
(QMS). HCL has strong expertise in Knowledge Management and Transitioning of IT
Applications from client or other Vendors to HCL.

HCL's Transformational Services provide potential benefits such as:

• Better Physician/Payor/Patient Interaction

29
 • Better Decision Making
• Tangible ROI
• Improved Workforce Productivity
• Reduced Marketing Spend

HCL can offer unique and customized business solutions to handle:

Consulting Services: HCL helps its customers to improve performance through analysis of
existing business problems and development of Roadmaps and Business Strategies. Our
management consulting services bring formal frameworks and methodologies to identify
business problems or suggest more effective or efficient ways of performing business tasks.

Sales support solutions: Companies are adopting automated customer services capabilities such
as Customer Interaction Hub (CIH) for better interactions. HCL has an expertise in services like
Customer contract management, account management to quickly access, modify and gain insight
from sales data.

Marketing Management: HCL's Marketing Automation services have helped companies obtain
20% higher ROI on marketing activities through cost reduction and revenue enhancement.

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Sales Force management: HCL's Sales Force Management IT Services help pharma companies
streamline operations and improve ROI.

Packaged Applications: HCL's capabilities cover Enterprise and niche packaged applications like
Siebel, SAP, Filenet, Documentum, Aprimo, Unica, Dendrite, Siperian.

Business Benefits

31
 Products and features
PROJECTORS

LCD projector

An LCD projector is a type of video projector for displaying video, images or computer data on
a screen or other flat surface. It is a modern analog of the slide projector or overhead projector.
To display images, LCD (liquid crystal display) projectors typically send light from a Metal
halide lamp through a prism that separates light to three poly silicone panels – one each for the
red, green, and blue components of the video signal. As polarized light passes through the panels
(combination of polarizer, LCD panel and analyzer), individual pixels can be opened to allow
light to pass or closed to block the light. The combination of open and closed pixels can produce
a wide range of colors and shades in the projected image.

Metal Halide lamps are used because they output an ideal color temperature and a broad
spectrum of color. These lamps also have the ability to produce an extremely large amount of
light within a small area: current projectors average about 2,000-15,000 ANSI lumens.

Other technologies, such as DLP and LCOS are also becoming more popular in modestly priced
video projection.

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Throw

A projector's throw ratio is used when installing projectors to control the size of the projected
display. For example, if the throw ratio is 2.0 and the projector is 14' away from the screen, then
the display width will be 7'.

Currently the only remaining manufacturers of the LCDs for LCD projectors are Japanese
imaging companies Epson and Sony. Epson owns the technology and has branded it as "3LCD".
To market 3LCD projector technology, Epson also set up a consortium called the "3LCD Group"
in 2005 with other projector manufacturer licensees of 3LCD technology that use it in their
projector models.

Early LCD systems were used with existing overhead projectors. The LCD system did not have a
light source of its own: it was built on a large "plate" that sat on top of the projector in place of
the transparencies. This provided a stop-gap solution in the era when the computer was not yet
the universal display medium, creating a market for LCD projectors before their current main use
became popular.

In 2004 and 2005, LCD front projection has been enjoying a come-back because of the addition
of the dynamic iris which has improved perceived contrast up to the levels of DLP.

The basic design of an LCD projector is frequently used by hobbyists who build their own DIY
projection systems. The basic technique is to combine a high CRI HID lamp and ballast with a
condenser and collector fresnel, an LCD removed from a common computer display and a triplet

Digital Light Processing

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Digital Light Processing (DLP) is a trademark owned by Texas Instruments, representing a
technology used in some TVs and video projectors. It was originally developed in 1987 by Dr.
Larry Hornbeck of Texas Instruments.

DLP is used in DLP front projectors (small standalone projection units) and DLP rear projection
television.

DLP, along with LCD and L CoS, are the current display technologies behind rear-projection
television, having supplanted CRT rear projectors. These rear-projection technologies compete
against LCD and plasma flat panel displays in the HDTV market.[1]

The single-chip version of DLP and 3LCD are the two main technologies used in modern
color digital projectors, with the two technologies being used in over 95% of the projectors
sold in 2008.

DLP is also one of the leading technologies used in digital cinema projection.

Technology and networking involved in projectors

3LCD technology employs three high-temperature poly silicon liquid crystal displays (HTPS
LCDs). Here's how it works: White light is divided into red, green, and blue using two dichroic
mirrors that transmit light with a certain wavelength. Each color is then passed through a
dedicated LCD before being combined with the other colors in a prism. Then the vibrant,
full-color image passes through a lens and is projected onto a screen.

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Amazing Color

The 3LCD Projector uses a 3-chip design to deliver incredibly bright, true-to-life images with
high color light output.

Incredible Detail

Smooth, seamless color combined with an unparalleled grayscale range produces incredible
detail in every image.

The 3LCD Projector prevents color breakup to produce brilliant on-screen colors and sharp
images, offering comfort while viewing.

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Networking
All Hitachi Network Projectors feature embedded HTML pages that allow you to access, control
and schedule events and arrange e-mail notifications via a web browser. This means that you can
access any projector on the network from any location on the network

E-mail alerts can be sent to notify administrators when reactive and routine maintenance are
necessary. An e-mail can also be immediately sent to an administrator if the projector has been
disconnected, which helps to ensure anti-theft capability.

The PJMan software also produces real-time and accumulated status reports as well as individual
projector logs. Using PJMan, an AV/IT administrator can monitor the status of a single or
multiple projectors from one location.

Control Application

Hitachi's PJCtrl Projector Control Application allows the user to control the functions of a
Hitachi projector via a toolbar on their desktop or laptop PC as an alternative to a physical

36
remote. Since all of the functions for controlling the projector are on the PC, PJCtrl can help to
reduce costs associated with lost remote controls and battery replacement.
Using the PJCtrl software, the administrator can control up to five of the same Hitachi model
projectors at the same time, which can be customized to suit the user's preferences and needs.
The Advanced Control menu is ideal for installation and maintenance.

Hitachi's PJSetup Projector Setup Tool is a software application that allows you to pre-configure
common and sequential settings for a fleet of projectors on a PC and then copy them to the
projector. PJSetup can also copy the settings of a master projector and then make clones of
additional projectors. PJSetup can help you save time and resources when deploying multiple
projectors.

.Three-chip projectors

A three-chip DLP projector uses a prism to split light from the lamp, and each primary color of
light is then routed to its own DLP chip, then recombined and routed out through the lens. Three
chip systems are found in higher-end home theater projectors, large venue projectors and DLP
Cinema projection systems found in digital movie theaters.

According to DLP.com, the three-chip projectors used in movie theaters can produce 35 trillion
colors, which many suggest is more than the human eye can detect. The human eye is suggested
to be able to detect around 16 million colors, which is theoretically possible with the single chip
solution. However, this high color precision does not mean that three-chip DLP projectors are

37
capable of displaying the entire gamut of colors we can distinguish (this is fundamentally
impossible with any system composing colors by adding three constant base colors). In contrast,
it is the one-chip DLP projectors that have the advantage of allowing any number of primary
colors in a sufficiently fast color filter wheel, and so the possibility of improved color gamuts is
available.

Light source

The main light source used on DLP-based rear screen projection TVs is based on a replaceable
high-pressure mercury-vapor metal halide arc lamp unit (containing a quartz arc tube, reflector,
electrical connections, and sometimes a quartz/glass shield), while in some newer DLP
projectors high-power LEDs or LASERs are used as a source of illumination.

Manufactutrers And Marketers

Texas Instruments remains the primary manufacturer of DLP technology, which is used by many
licensees who market products based on T.I.'s chipsets. The Fraunhofer Institute of Dresden,
Germany, also manufactures Digital Light Processors, termed Spatial Light Modulators, for use
in specialized applications. For example, Micronic Laser Systems of Sweden utilizes
Fraunhofer's SLMs to generate deep-ultraviolet imaging in its Sigma line of silicon mask
lithography writers.

DLP technology has quickly gained market share in the front projection market and now holds
roughly 50% of the worldwide share in front projection. Over 30 manufacturers use the DLP
chipset to power their projectors.

Pros

• Smooth (at 1080p resolution), jitter-free images.

• Perfect geometry and excellent grayscale linearity achievable.
• Usually great ANSI contrast.
• No possibility of screen burn-in.
• Less "screen-door effect" than with LCD projectors.

38
 • DLP rear projection TVs generally have a smaller form factor than comparable CRT
projectors.
• DLP rear projection TVs are considerably cheaper than LCD or plasma flat-panel
displays and can still offer 1080p resolution.
• The use of a replaceable light source means a potentially longer life than CRTs and
plasma displays (this may also be a con as listed below).
• The light source is more-easily replaceable than the backlights used with LCDs, and on
DLPs is often user-replaceable.
• New LED and LASER DLP TVs and projectors eliminate the need for lamp replacement.
• Using two projectors, one can project full color stereoscopic images using polarized
process (because beams can be polarized).
• Lighter weight than LCD and plasma televisions.
• Unlike their LCD and plasma counterparts, DLP screens do not rely on fluids as their
projection medium and are therefore not limited in size by their inherent mirror
mechanisms, making them ideal for increasingly larger high-definition theater and venue
screens.
• DLP Projectors can process up to 7 separate colors giving them strong color performance
• DLP projectors do not suffer from “Color Decay” often seen with LCD
projectors in which the image on the screen turns yellow after extended
periods of usage.

Cons

• Some viewers are bothered by the "rainbow effect," explained above.

• Not as thin as LCD or plasma flat-panel displays (although approximately comparable in
weight), although some models as of 2008 are becoming wall-mountable (while still
being 10" to 14" thick
• Replacement of the lamp / light bulb. The average life span of a TV light source averages
2000-5000 hours and the replacement cost for these range from $99 – $350, depending on
the brand and model. After replacing the bulb a few times the cost can easily exceed the
original purchase price of the television itself. Newer generations units use LEDs or

39
 LASERs which effectively eliminates this issue, although replacement LED chips could
potentially be required over the extended lifespan of the television.
• Some devices may have fan noise.
• Dithering noise may be noticeable, especially in dark image areas. Newer (post ~2004)
chip generations have less noise than older ones.
• Error-diffusion artifacts caused by averaging a shade over different pixels, since one pixel
cannot render the shade exactly.
• Response time in video games may be affected by up scaling lag. While all HDTVs have
some lag when upscaling lower resolution input to their native resolution, DLPs are
commonly reported to have longer delays. Newer consoles such as the Xbox 360 do not
have this problem as long as they are connected with HD-capable cables.
• Reduced viewing angle as compared to direct-view technologies such as CRT, plasma,
and LCD.

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Interactive whiteboard

An interactive whiteboard or IWB, is a large interactive display that connects to a computer

and projector. A projector projects the computer's desktop onto the board's surface where users
control the computer using a pen, finger or other device. The board is typically mounted to a wall
or floor stand.

They are used in a variety of settings, including classrooms at all levels of education, in
corporate board rooms and work groups, in training rooms for professional sports coaching, in
broadcasting studios and more.

Uses for interactive whiteboards include:

• Operating any software that is loaded onto the connected PC, including web browsers and
proprietary software
• Using software to capture notes written on a whiteboard or whiteboard-like surface

41
 • Controlling the PC (click and drag), markup (annotating a program or presentation) and
translating cursive writing to text (not all whiteboards)
• In some instances, the Interactive Whiteboard may be provided with an integrated
Audience Response System so presenters can carry out polls and quizzes and capture the
feedback on the Interactive Whiteboard

General Operation

The interactive whiteboard (IWB) device is connected to a computer through a wired medium
such as (USB or a serial port cable), or via a wireless connection (Bluetooth)and 2.4 GHz
wireless which is more secure.

A device driver software is usually installed onto the attached computer where it enables the
interactive whiteboard to act as a Human Input Device (HID), like a mouse. An image from the
computer is then projected onto the interactive whiteboard surface from a digital projector
connected to the host computer's video output.

The interactive whiteboard usually becomes active once connected and the driver is running. At
that point, the user can calibrate the system (align the pointer with the image) if necessary, and
activate programs, buttons and menus as they would with a mouse. For any text input that is
needed the user can either invoke an on-screen keyboard or utilize handwriting recognition.
These input options circumvent the need to return to the computer to enter text into programs.

The combination of mouse and keyboard emulation allows the user to control the computer
display almost exclusively from the Interactive Whiteboard.

To maximize the interaction opportunities, most IWBs are supplied with software that provides
tools and features specifically designed to enhance the use of the IWB. These generally include
the ability to create virtual versions of paper flipcharts with pen and highlighter options and in
some cases virtual tools such as rulers and protractors and compasses to emulate traditional
classroom teaching tools.

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Common types of operation

Interaction between the user and the content that is projected onto the interactive whiteboard
primarily takes the form of a either a digital pen or stylus (Electromagnetic) or a finger or other
form of token pen (Resistive). The vast majority of Interactive Whiteboards currently sold
globally fall into one of these three categories.

Operation of a resistive touch-based interactive whiteboard

In touch-based systems a finger or other simple pointing device is used. In the most common
resistive system, a membrane stretched over the surface deforms under pressure to make contact
with a conducting backplate. The touch point location can then be determined electronically and
registered as a mouse event. For example, when a finger is pressed on the surface, it is registered
as the equivalent of the left mouse click. Supporters of resistive IWBs claim that the resistive
system is easy and natural to use and is not dependent on a specific pen - the interactive
whiteboard can be used with different types of pointers, e.g., a stick, pointer or sylus.

Operation of an electromagnetic pen-based interactive whiteboard

Electromagnetic pen-based interactive whiteboards feature an array of wires embedded behind

the solid board surface that interacts with a coil in the stylus tip to determine the (X,Y)
coordinate of the stylus. In the most common electromagnetic system, pens are passive and alter
electrical signals produced by the board but contain no batteries or other power source. As the
pen is brought near the surface of the board, the mouse pointer will track it. Pressing the pen tip
to the board will activate a switch in the pen that will signal a mouse click to the computer. The
pen will invariably also have a right click button. This type of IWB is effectively a scaled-up
version of the Graphics Tablet used by professional digital artists and designers. Supporters of
electromagnetic IWBs claim the system is more accurate at emulating a mouse (accuracy, mouse
over and right click options), offers a natural pen action that will not malfunction if a user leans
on the board while writing and has the in-built ability to offer multiple input using multiple pens.

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Classroom Usage

Interactive whiteboards are used in many schools as replacements for traditional whiteboards or
flipcharts, or video/media systems such as a DVD player and TV combination. Users can also
connect to a school network digital video distribution system using an interactive whiteboard.
Interactive whiteboards can also interact with online shared annotation and drawing
environments in the form of interactive vector based graphical websites. There are now several
studies showing the effect of interactive whiteboards on student learning.

1. Compilation of research

The software supplied with the interactive whiteboard will usually allow the teacher to keep
notes and annotations as an electronic file for later distribution either on paper or through a
number of electronic formats.

In addition, some interactive whiteboards allow teachers to record their instruction as digital
video files and post the material for review by students at a later time. This can be a very
effective instructional strategy for students who benefit from repetition, who need to see the
material presented again, for students who are absent from school, for struggling learners, and for
review for examinations. Brief instructional blocks can be recorded for review by students —
they will see the exact presentation that occurred in the classroom with the teacher's audio input.
This can help transform learning and instruction.

Many companies and projects now focus on creating supplemental instructional materials
specifically designed for interactive whiteboards.

Recently interactive whiteboards are being used for shared reading lessons. Mimic books are one
such resource which is being used for shared reading and allows teachers to project children's
books onto the interactive whiteboard to mimic books.

According to this research some of the ways interactive whiteboards have the ability to transform
classrooms are:

• Variation of texts to meet different ability levels

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 • Comparison of material for higher level thinking
• Immediate display of material
• Work share
• Pace, interactivity, multimodality
• Technology use is shaped by a teachers pedagogic target
• Immediate use of flipcharts, hyperlinks, diagrams, graphs, tables, drop and drag, cover
and reveal
• The ability to co-construct knowledge and understanding
• The capacity of IWBs to transform existing pedagogic practice in addition to embedding
the use of the IWB inexisting knowledge and practices given time to reflect and plan
appropriate use of the technology.

Interactive Whiteboard Technologies

Interactive whiteboards may use one of several types of sensing technology to track interaction
on the screen surface: resistive, electromagnetic, infrared optical, laser, ultra-sonic, and camera-
based (optical).

• Resistive — Resistive touchscreens are composed of two flexible sheets coated with a
resistive material and separated by a microthin air gap. When contact is made to the
surface of the touchscreen, the two sheets are pressed together, registering the precise
location of the touch. This technology allows one to use a finger, a stylus, or any other
pointing device on the surface of the board.

• Electromagnetic — These interactive whiteboards feature an array of wires embedded

behind the board surface interacts with a coil in the stylus tip to determine the (X,Y)
coordinate of the stylus. Styli are either active (require a battery or wire back to the
whiteboard) or passive (alter electrical signals produced by the board, but contain no
batteries or other power source). In other words, there are magnetic sensors in the board
that react and send a message back to the computer when they are activated by a
magnetic pen.

45
• Capacitive — Just like the electromagnetic type, the capacitive type works with an array
of wires behind the board. In this case however the wires interact with fingers touching
the screen. The interaction between the different wires (laminated in a patented X- and Y-
axis manner) and the tip of the finger is measured and calculated to a (x, y) coordinate.

• Optical:

1. Infrared light curtain — When pressed to the whiteboard surface, the finger or marker
sees the infrared light. Software then manipulates the information to triangulate the
location of the marker or stylus. This technology allows whiteboards to be made of any
material; with this system no dry-erase marker or stylus is needed.
2. Laser light curtain — An infrared laser is located in each upper corner of the whiteboard.
The laser beam sweeps across the whiteboard surface—much like a lighthouse sweeps
light across the ocean—by using a rotating mirror. Reflectors on the stylus or marker
reflect the laser beam back to the source and the (X,Y) position can be triangulated. This
technology may be combined with a hard (usually ceramic on steel) surface, which has
long life and erases cleanly. Markers and styli are passive, but must have reflective tape
to work.
3. Frustrated Total Internal Reflection — Infrared light bounces within a flexible and
transparent surface. When the surface is deformed through a finger press the internal
reflection is disrupted and the light escapes the surface where it is then sensed by
cameras. Image processing software turns the light spots observed by the cameras into
mouse or pointer movements.
4. Camera Pen and Dot Pattern – These interactive whiteboards have a microscopic dot
pattern embedded in the writing surface. A wireless digital pen contains an infrared
camera that reads the dot pattern to determine the exact location on the board. The digital
pen uses this pattern to store the handwriting and upload it to a computer. The accuracy is
high since the coordinates are usually fixed at about 600 dots per inch. With the
electronics in the pen, the whiteboard is passive (containing no electronics or wiring).
This is licensed as Anoto technology.
5. Wii Remote IWB — A Wii Remote is connected to a computer through its Bluetooth
connection capabilities. Using open-source software and an IR-Pen (a pen made with a

46
 momentary switch, power source and an Infrared Led) any surface
(desk/floor/wall/whiteboard/LCD) can be turned into an Interactive Whiteboard. The Wii
Remote has a very accurate Infrared Light tracking camera. Once calibrated, the Wii
Remote detects a mouse click at the screen location of the IR-Pen. The Wii remote was
first adapted for use as an interactive whiteboard by Johnny Chung Lee. [3]

• Ultrasonic:

1. Ultrasonic only — These devices have two ultrasonic transmitters in two corners and two
receivers in the other two corners. The ultrasonic waves are transmitted by the
whiteboard surface. Some little marks in the whiteboard borders create reflecting waves
for each ultrasonic transmitter at different and recognizable distances. Touching with a
pen or even the finger in the whiteboard causes these point waves to be suppressed, and
the receivers communicate the fact to the controller.
2. Hybrid Ultrasound and Infrared — When pressed to the whiteboard surface, the marker
or stylus sends out both an ultrasonic sound and an infrared light. Two ultrasonic
microphones receive the sound and measure the difference in the sound's arrival time, and
triangulate the location of the marker or stylus. This technology allows whiteboards to be
made of any material, but requires a suitably adapted active dry-erase marker or stylus.

Potential issues:

Interactive whiteboards have some issues similar to regular whiteboards. Permanent markers and
use of regular dry erase markers, for example, can create problems on some interactive
whiteboard surfaces. Punctures, dents and other damage to surfaces are a risk, but do not
typically occur in the normal course of classroom use.

Front and rear projection

Interactive whiteboards are generally available in two forms: front projection and rear projection.

• Front-projection interactive whiteboards have a video projector in front of the

whiteboard. The only disadvantage to these boards is that the presenter must stand in

47
 front of the screen and their body will cast a shadow. Presenters quickly learn to
compensate for the shadow by slightly extending their arm with or without a stylus. This
disadvantage is mitigated when using an Ultra-Short-Throw (UST) projector, which casts
its beam from above and just in front of the IWB surface, removing the presenter from
the beam's path.

• Rear-projection interactive whiteboards locate the projector or emmisive display behind

the whiteboard sensing surface so that no shadows occur. Rear-projection boards are also
advantageous because the presenter does not have to look into the projector light while
speaking to the audience. The disadvantages of these systems are that they are generally
more expensive than front-projection boards, are often very large, and cannot be mounted
flush on a wall; however, in-wall installations are possible.

Some manufacturers also provide an option to raise and lower the display to accommodate users
of different heights.

Printers

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A laser printer is a common type of computer printer that rapidly produces high quality text and
graphics on plain paper. As with digital photocopiers and multifunction printers (MFPs), laser
printers employ a xerographic printing process but differ from analog photocopiers in that the
image is produced by the direct scanning of a laser beam across the printer's photoreceptor.

Overview

A laser beam projects an image of the page to be printed onto an electrically charged rotating
drum coated with selenium or, more common in modern printers, organic photoconductors.
Photoconductivity removes charge from the areas exposed to light. Dry ink (toner) particles are
then electrostatically picked up by the drum's charged areas. The drum then prints the image onto
paper by direct contact and heat, which fuses the ink to the paper.

Unlike impact printers, laser printer speed can vary widely, and depends on many factors,
including the graphic intensity of the job being processed. The fastest models can print over 200

49
monochrome pages per minute (12,000 pages per hour). The fastest colour laser printers can
print over 100 pages per minute (6000 pages per hour). Very high-speed laser printers are used
for mass mailings of personalized documents, such as credit card or utility bills, and are
competing with lithography in some commercial applications.

The cost of this technology depends on a combination of factors, including the cost of paper,
toner, and infrequent drum replacement, as well as the replacement of other consumables such as
the fuser assembly and transfer assembly. Often printers with soft plastic drums can have a very
high cost of ownership that does not become apparent until the drum requires replacement.

A duplexing printer (one that prints on both sides of the paper) can halve paper costs and reduce
filing volumes. Formerly only available on high-end printers, duplexers are now common on
mid-range office printers, though not all printers can accommodate a duplexing unit. Duplexing
can also give a slower page-printing speed, because of the longer paper path.

In comparison with the laser printer, most inkjet printers and dot-matrix printers simply take an
incoming stream of data and directly imprint it in a slow lurching process that may include
pauses as the printer waits for more data. A laser printer is unable to work this way because such
a large amount of data needs to output to the printing device in a rapid, continuous process. The
printer cannot stop the mechanism precisely enough to wait until more data arrives, without
creating a visible gap or misalignment of the dots on the printed page.

Instead the image data is built up and stored in a large bank of memory capable of representing
every dot on the page. The requirement to store all dots in memory before printing has
traditionally limited laser printers to small fixed paper sizes such as letter or A4. Most laser
printers are unable to print continuous banners spanning a sheet of paper two meters long,
because there is not enough memory available in the printer to store such a large image before
printing begins.

LCD

50
A liquid crystal display (LCD) is a thin, flat electronic visual display that uses the light
modulating properties of liquid crystals (LCs). LCs do not emit light directly.

They are used in a wide range of applications including: computer monitors, television,
instrument panels, aircraft cockpit displays, signage, etc. They are common in consumer devices
such as video players, gaming devices, clocks, watches, calculators, and telephones. LCDs have
displaced cathode ray tube (CRT) displays in most applications. They are usually more compact,
lightweight, portable, and less expensive. They are available in a wider range of screen sizes than
CRT and other flat panel displays.

LCDs are more energy efficient and offer safer disposal than CRTs. Its low electrical power
consumption enables it to be used in battery-powered electronic equipment. It is an
electronically-modulated optical device made up of any number of pixels filled with liquid
crystals and arrayed in front of a light source (backlight) or reflector to produce images in colour
or monochrome. The earliest discovery leading to the development of LCD technology, the
discovery of liquid crystals, dates from 1888. By 2008, worldwide sales of televisions with LCD
screens had surpassed the sale of CRT units.

51
In colour LCDs each individual pixel is divided into three cells, or subpixels, which are coloured
red, green, and blue, respectively, by additional filters (pigment filters, dye filters and metal
oxide filters). Each subpixel can be controlled independently to yield thousands or millions of
possible colours for each pixel. CRT monitors employ a similar 'subpixel' structures via
phosphors, although the electron beam employed in CRTs do not hit exact subpixels.

52
 Data Collection and Analysis
Problem Definition

Defining the problem is the most important part of the market research, because wrong
definition misdirects research.

The type of research to be carried out, the question to be raised, & the sampling
procedure to be followed & the data to be collected, all depends on the current
understanding of the problem.

HCL is having tough competition in the market with other players, these players are
assemblers & branded. There are many factors which influence the customer to buy a
certain product or solution.

For the purpose of my study, I have opted for the descriptive study. This covers research
design that are intended to produce accurate description of variables relevant to the
decision being faced, without demonstrating that some relationship exists between
variables.

According to me, as I have visited more than 150 places during my internship &
observed various things.. Like from customer point of view how do they feel about after
sales service of HCL.. how do they feel about the quality of various products like
projectors, mfd’s, digital duplicators, printers, etc.

It seems consumers really wants the company to improve its after sales service.. HCL is
presently having its service centers over 4000 locations.. & this process is still on in
order to combat this common problem of after sales service. The most recent example is
HCL has not opened 24*7 customer care center for it’s leap top customers. Now the
customers don’t have to face problems even when their leap tops start posing problems
during midnight. Now they can call customer care at any point of time.

But company still has to diversify its customer care centers because they came up with
the solution for its desktop & laptop customers. But if we talk about other divisions like

53
 office automation & telecommunication where people use AVSI products, if customer
face any problem during the usage of a particular device than he has to consult first the
vendor, provided that if the vendor is involved otherwise if we need to take any sort of
help from company site than it’s a long process. There is not any quick solution to hear
problem which I feel needs to be solved. Than the other problem which I came across
during my visits & after spending sometime with the customers, is that they are not
satisfied with price label of some of the products. For an instance, if we talk about
projectors. So, I think the company can do something or can revise its price policy for
it’s some of the products.

Here, I am using cross sectional design to produce a picture of the phenomenon in

which the decision maker is interested. Example, the market share of various firms,
consumer preferences regarding home PCs offered by HCL, etc.

RESEARCH OBJECTIVE

Identifying a potential opportunity is similar to the situation concerned with describing an apparent
problem when research is being carried out with the hope of identifying a potential opportunity, the
researcher often have only some general notion about what opportunities might be uncovered.

Thus, objective of the research may be more specific than to identify new ideas that might be
applicable to product usage, product feature, packaging & communicating about the product.

My objective of the research is to determine the sales potential of HCL’s in various areas, in or
near NCR. Here, I try to determine the requirement of devices which are mostly used in the
educational or training institutes. These instruments include interactive white boards, projectors,
printers, etc. On the basis of the information collected after talking to the customer, I decide
whether the institute of or the company does have the potential to buy these expensive devices…
once the response is positive. The company is clearly having the sales potential at that particular
location. The company initially does have the proposal that there is requirement of such device in
the nearby future. This we call as CASE & when we get the requirement we call it as LEAD
GENERATION & when the demand of the customer is fulfilled, we call it CASE CLOSED. This
helps us in determining the potential of sales in a particular area.

54
LIST OF NEEDED INFORMATION

1) Need to know about the areas to be visited.

2) How many areas or locations to be visited in a day?
3) Whom to meet in an organization?
4) Whether the company or institute is really having the requirement?
5) Brochure’s of various devices to be taken along with
6) Need to be well aware about the price level of various devices?
7) Need to be thorough with important details of the particular device in which the
customer is having the requirement.
8) Important information may include details of warranty, after sales services,
installation charges, etc.
9) About the various products of the company along with the company profile.
10) Time of research should be taken care of.
11) Whether the market has to be segmented or not?
12) Whether to go for primary or secondary research?
13) What would eb the sample size?

These items of information are stated in rather general terms because the company did not have
any specific new product or packaging ideas that they wanted the consumers to evaluate. These
are some of the important information which you need to have before going for a survey or to
determine the sales potential.

55
DESIGNING THE DATA COLLECTION PROJECT

Ideas regarding potential opportunity are often solicited from consumers, so the data collection
projects that are used typically involve some members of the consuming public because
researcher would like to hear any or all the ideas that the consumers might have.

Here I opted for the exploratory research because research projects concerned with trying to
identify potential opportunity such as new ways to promote or use a product are commonly called
as exploratory research.

The exploratory research I conducted involves various methods or approach to collect the data.
Here I went for both primary as well as secondary data. Primary data can be collected in
following 4 ways:

1) Talking to people about the company’s product & profile.

2) One on one depth interviews
3) Surveys
4) Behavioral data
5) Interviews

RESEARCH DESIGN

The research design used here is EXPLORATORY RESEARCH because the objective of the
exploratory research is to find new ideas. It is important to give respondent the greatest possible
freedom to response. It is a part of qualitative research, when applied to consumers; such research
is generally aimed at finding the thoughts, feelings, attitudes that influences consumer behavior.
The technique involved in research conducted is one on one interview.

SCALING TECHNIQUE

Scaling technique used here is LIKERT & DICHOTOMOUS scaling. Likert Scaling
involves a list of statements related to the attitude in question. In Likert scaling, we check
the degree of agreement & disagreement. Each degree is rated on a scale of 1 to 5. Score
is calculated by summing up these scores from all the statements.

56
SAMPLING

Here I have stratified random sampling & judgmental sampling because the colleges &
the corporates have be classified separately. There are two reasons for using this
sampling technique. Firstly, the marketers often want the information about the
component parts of universe. Secondly, stratified random sampling increases the
precision of sampling activities.

57
 Data Analysis
After collecting the data through Questionnaire and preparing the database of the
Institutes/Corporate visited during the Training. I did the analysis through SPSS and built in
certain Graphs which can be conclusive of what actually are the customer responses and what
actually do they think about the Companies image and value.

Questionnaire Analysis

Do you know about HCL products that cater for office automation?

1.Yes 2.No

Fig (i) – Depiction about the awareness of Office Automation products offered by HCL. 66.15%
of the clients responded that they are not aware of the products in office automation provided by
HCL.

58
 From the following please tick which statement is favorable for the
Company/institute :-

1.Your Company is in the Expansion Phase.

2. Your Company is in the stable phase

Fig (ii) – Representation of clients in expansion phase VS clients in stable phase

59
What is your average annual spending on office automation products by your
Company/Institute?

1) Less than or equal to 10 lacs

2) Between 10 and 50 lacs.

Fig (iii) – Annual expenditure on Office Automation products. 58.46% spend less than or
equal to 10 lacs

60
How many branches your company/institute is having in NCR Region?

Ans: 1. Less than or equal to 2.

2. Between 2 to 5.

3. More than 5.

Fig (iv) – No. of branches present in NCR region, of the clients

61
Are you using any of the HCl products for imaging purposes currently?

Ans: 1.Yes 2.No

Fig (v) – Percentage of clients using HCL products currently

62
 If no then which brand are you using currently?

1) Sony

2) Dell

3) Canon

4) Panasonic

5) Others

Fig (vi) – Various brands used by the customers

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 The Pricing of HCL products is Satisfactory.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Fig (vii) – Satisfaction level about the HCL’s pricing policy

64
 The Durability of HCL products is Satisfactory.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Fig (viii) – Client satisfaction about the product durability

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 The Customer Support Service of HCL products is Satisfactory.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Fig (ix) – Satisfaction level about the customer support service of HCL

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 LEARNING FROM THE STUDY

It was a great opportunity for us to do our internship in HCL info system ltd. Which is one of the
prestigious companies in India. It was starting for us to get the knowledge of real corporate
world. Today expertise and knowledge of things is much more important than the degrees in
hand. Although the learning were numerous in number but We have concluded a few major
learning and they are as follows:

1) We got a opportunity to do my project at HCL info system ltd, which gave us the
opportunity to meet various people in the corporate as well as government offices.
Before this we have visited a few organization but the expertise of these visit have been
and will be of tremendous help in my career. We came to know how to tackle people of
different attitude and of different mindsets, which will help us in the future.

2) Planning a day in advance and the activities that we are going to perform during that gave
us confidence in my planning and implementation.

3) We learnt how to make proposals and how to communicate through non verbal means in
corporate world.

4) We learned real sales experience during this time period. We learnt how to make good
relationship with customers, channel partners as well as colleagues. The practical aspects
of marketing theories are materialized during the course of this study.

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FINDINGS

• People are not very much aware about another offerings like software
development networking, internet services, facility management and high end
solutions, they only know that HCL deals in Desktops, Laptops and servers.
• Most people think that HCL is a typical hardware and has no relation with
software development.
• Cost and quality are the two major factors that are taken into consideration by
people while making a purchase.
• In technology and quality HCL hold the second position after HP and Compaq
combined.
• Corporate image of HCL is pretty good. It is equivalent to IBM, Compaq and HP.
• Sale potential for HCL is enormous in the Ghaziabad, Faridabad and Mathura
road of Delhi. Its because there are several colleges which are in direct
competitions of each other, so they equipment for improvement in its
infrastructure.

LIMITATIONS OF THE STUDY

• Many questions remained unanswered by the respondents.

• We have not taken into consideration the vast unorganized sector of company in Office
Automation.
• Getting the appointment of the IT manager and Procurement head was also very difficult.
• A strong unwillingness on the part of the owners of the respondents, to participate and aid
the research.
• The sampling area was also restricted to the national capital region only which may not
be able to get the perfect result.

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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. We have realized this fact after completion of our summer training project. Despite of
various difficulties and limitations faced during our summer training project on the topic “To
analyze sales potential of HCL in the emerging and the existing organizations”. We have tried
our level best to find out the most relevant information for the organization to complete the
assignment that was given to us. After completion of our summer training project we have
gained several experiences in the field of sale or marketing. We have got the opportunity to meet
various people, which fluctuate in different situation and time. This summer training project has
given to us the opportunity to have first experience in the corporate world.

During our training we conclude that the HCL is having very good network even in the remote
areas thanks to its presents in over 4000 locations across India. While analyzing the sales
potentials we realized that company has such huge product line that even customer don’t know
about it, but at some of the places or in the organization we found that customers are not satisfied
with the after sale services.

When we visited several organizations we realized that HCL is facing tough competition from
other companies like Panasonic and Sony as far a projectors are concerned.

Rest HCL is quiet focused in its approach whether it be an end user client or a big deal with a big
corporate or institution or organization.

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SUGGESTIONS AND RECOMMENDATIONS
• Company should give equivalent important to its customers whether the customer
is having small order or a large orders.
• Company should offer various schemes along with their products in order to
increase its sale potential.
• There should be one centralized data base in which information related to various
daily reports must be maintained, because what happened co-incidentally many
marketing executive make a call to the same customer, as a result customer also felt
quiet odd, because everything he/she has to handle different people from the same
company.
• When ten different people make a call to the same place and customer ask them to
send the quotation, they will send there quotation indigenously, as a result there will be
price difference in the product offered by the same company.

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BIBLIOGRAPHY
1) www.hcl.in/annualreport
2) www.scribd.com/projectreport/1106
3) Text book G. C. BERI (lesson: Introduction to sampling, Types of Research)
4) Text book NARESH K MALHOTRA
5) www.extron.com/officeautomationproducts
6) www.wikipedia.org/promotershcl
7) www.hclinfosystem.in
8) Qtr%20Press%20Release%20-%20JFM%2010_USD
9) HCLI-Release-Q3-FY-10
10) Directors report of HCL

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