“analysis on it services for fazar infotech pvt. ltd.”

7/31/2019 Analysis on IT Services for Fazar InfoTech Pvt. Ltd.

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FAZAR INFOTECH PVT LTD (Pune)

Project Report(At SIP of MBA & PGPM Qualification)

Submitted By

Gagandeep Dhiman

May 2011

Swami Sevabhavi Sanathas


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LOTUS BUSINESS SCHOOL (Pune)ACKNOWLEDGEMENT

Every project big or small, is successful largely due to the efforts of a number of

wonderful people, who have always given their valuable advice or helping hand.

I sincerely appreciate the inspiration; support & efforts of all the people who

have helped me in making this project a success.

I would like to express my gratitude to our dean Mr. Sawant Murthy and Prof.

Dewang Joshi for their inspiration to do this project and get a wonderful &

beneficial experience of learning things in an innovative way. By doing this

project & sharing the knowledge, I can gain insight of IT software industry.

I would also like to thank Mr. Sakil Ahmad, MD, Fazar InfoTech Pvt. Ltd. for

giving me opportunity to complete my internship and learn their corporate

culture. I would like to thank Mr. Himanshu Baleshwar, BDM and Mr. Robin

Gehlot Head of Development department in Fazar InfoTech guidance. I express

my gratitude to Mr., Rajneesh Shrivastava, Mr, Parteek, Ms. Richa HR in Fazar

InfoTech .

I would like to thank all the people associated with me for their support which

helped and motivated me to successfully complete this project. Without their

help it could not be a complete project.


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Gagandeep Dhiman

DECLARATION

This is to certify that the Project titled Analysis on IT Services for Fazar

InfoTech Pvt. Ltd. is an original work of Mr. Gagandeep Dhiman and is being

submitted in partial fulfillment for MBA and Post Graduate Program in

Management (PGPM) of Lotus Business School (Pune).

This report or part of this report has not been submitted earlier either to LBS or

to any other University / Institution for the fulfillment of the requirement of a

course of study or published / presented for any other purpose.

Gagandeep Dhiman Name & signature of project guide

Place:

Date:


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Table of Contents

Content Page Number 1. Introduction 12. Executive Summary 2 - 33. Industry Profile 4 - 104. Company Profile 11 - 275. Background of the research project 28 - 306. Research methodology 31 337. Literature survey 34 - 358. Data analysis and findings 36 - 55

9. Conclusions and recommendations 56 - 5710. Learning experience 58 - 5911. Appendices 60 - 6511 (a). Copy of data collection tool/s 61 - 6211 (b). List of tables 6311 C. List of figures 6411 (d) References 65


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LBS Analysis on IT Services

INTRODUCTION

The project titled Analysis on IT Services of Fazar InfoTech Pvt. Ltd. is an

exploratory work which tends to showcase the work done by a company to

acquire top position in Software sale B2B IT sales industry of South India.

This project is a brief analysis of the Analysis of a Pune based company Fazar

InfoTech Pvt. Ltd. This project gives a brief introduction about the companys

sales activities and their competitive advantages which helped them to succeed

in the Maharashtras IT Software sales industry

This study is focused on exploring the sales and analysis efforts of the company

to penetrate Punes B2B market. It also shows a competitive analysis between

the company and its major competitors in terms of their sales efforts.

It will help the company to analyze their sales and analysis cycle and compare it

with their competitors. Also it will help the company to make and refine their

short term and long term goals. This study tends towards exploring the major

factors which are helpful in increasing the companys profitability and growth in

B2B IT Sales market.

Gagandeep Dhiman 7 MBA & PGPM


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EXECUTIVE SUMMARY

This report is an exploratory work which also includes brief competitive analysis

of Analysis system of Fazar InfoTech Pvt. Ltd.

The report gives a brief description about the major players in B2B IT sales

industry in India (mainly Pune market). It mainly covers the companys selling

Pirthvi /Lumax Software products. The main parameters for the competitive

analysis will be sales figures, customer satisfaction levels, support, service,

product availability, delivery terms, credit period given to customers, market

share and reach of the company etc.

The data collection will be done by using interview guides and secondary data

available in the company websites. The different parameters are used to give

rankings to the competitors. The different factors are taken into consideration

depending upon their importance in driving the sales of any company. The

weights and rankings will be decided by interviewing the sales team of Infotech

and analyzing industry sales standards. The experience gained during

internship will play a very important role in deciding the factors and designing

the rating scale.

This project will help the company in making their short term and long term

business strategies. This analysis will provide information to the company about

various factors which are essential to increase the sales and will also showcase



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those factors in which the company have a competitive advantage. These

factors may also help the company to evaluate and redefine their Standard

Operating Procedures to adapt with the changing market requirements.

The accuracy of the project depends upon the data provided by the company

and the secondary data collected. The rating scales and interview guides are

prepared using industrial standards and the practices followed by various

companies in the Bangalore market. The project has a limited scope as it covers

the Pune B2B IT sales market, the major companies having their products and

resellers of those companies.

This is an attempt to fully utilize the available data and prepare a consolidated

report showcasing the factors which can provide a competitive edge to the

company.



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INDUSTRY PROFILE

The Indian IT industry is huge and is showing tremendous development. It is

responsible for about 5% of the countrys GDP. The Indian IT industry includes

IT Software industry.

The Indian information technology (IT) industry has played a major role in

placing India on the international map. The industry is mainly governed by IT

software and facilities for instance System Integration, Software experiments,

Custom Application Development and Maintenance (CADM), network services

and IT Solutions.

India's domestic IT Market over the years has become one of the major driving

forces of the industry. The domestic IT infrastructure is developing contexts of

technology and intensity of penetration.

In the FY 2008-09, the domestic IT sector attained revenues worth US$ 24.3

billion as compared to US$ 23.1 billion in FY 2007-08, registering a growth of

5.4%. Moreover, the increasing demand for IT services and goods by India Inc

has strengthened the expansion of the domestic market with agreements worth

rising up extraordinarily to US$ 100 million. By the FY 2012, the domestic sector

is estimated to expand to US$ 1.7 billion against the existing from US$ 1 billion

The project will only concentrate on the B2B IT Software market in Indias IT

capital Pune. The IT Software market in Pune is dominated by software services



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companies like Coginect, IBM, Wipro, HCL, Adopt, etc. The other companies

having their presence are Microsoft, Kaspersky, Quick Heal,etc.

The classification of Indian IT industry is as follows

1. IT Software

2. IT Hardware

3. ITES (BPO, KPO etc)

IT Hardware Industry

The Indian Hardware Industry has a market size of about US$13 billion in the

fiscal year 2010. The major products which are sold are

Computer Peripherals

Laptops

Desktops

Servers

Services

Networking

Printers

Thin-clients etc.



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Bangalore and Pune being the IT capital of the country is the major market in

terms of both IT hardware and software market. The sales and services of IT

products in Bangalore accounts for about 19% of the total revenue of the Indian

industry and about 40% of the total revenue from India.

Government Initiative

With the formation of a new ministry for IT, Government of India (GOI) has taken

a major step towards promoting the domestic industry and achieving the full

potential of the Indian IT entrepreneurs. Constraints have been

comprehensively identified and steps taken to overcome them and also to

provide incentives. Thus for example, venture capital has been the main source

of finance for software industry around the world. However, majority of the

software units in India is in the small and medium enterprise sector and there is

a critical shortage of venture capital kind of support. In order to alleviate this

situation and to promote Indian IT industry, the Government of India has set up

a National Task Force on IT and Software Development to examine the

feasibility of strengthening the industry. The Task Force has already submitted

its recommendations, which are under active consideration. Norms for the

operations of venture capital funds have also been liberalized to boost the

industry. The Government of India is also actively providing fiscal incentives

and liberalizing norms for FDI and raising capital abroad.



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Recently, an IT committee was set up by the Ministry of Information Technology,

Government of India, comprising Non Resident Indian (NRI) professionals from

the United States to seek expertise and advice and also to step up U.S.

investments in India's IT sector. The committee is chaired by Minister of

Information Technology, Government of India, and the members include

Secretary, Ministry of Information Technology and a large number of important

Indian American IT entrepreneurs.

Electronics and Information Technology is the fastest growing segment of Indian

industry both in terms of production and exports. Today, the electronics industry

is completely delicensed with the exception of aerospace and defence

electronics, and along with the liberalization in foreign investment and export-

import policies of the entire economy, this sector is attracting considerable

interest not only as a vast market but also as potential production base by

international companies.

In recent times, software development and IT enabled services have emerged

as a niche opportunity for India in the global context. The Government is taking

all necessary steps to make India, a Global Information Technology Superpower

and a front-runner in the age of Information Revolution. The Government has

announced promotion of Information Technology as one of the five top priorities

of the country and constituted a National Task Force on Information Technology

and Software Development.



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Indian Software Market

The demand of software, including net books rose by almost 42 percent in the

third quarter of the current fiscal.

Software sales got bigger by almost by 27 percent at 1.35 million units.

Networks and notebooks clocked a sale of 6.6 lakh units, growing almost by 90

percent respectively, as opposed to the previous fiscal, stated the

Manufacturers Association for Information Technology (MAIT) in its quarterly

report.

All departments of the IT software industry Software, computers, peripherals,

and networking products clocked a striking growth rate in the third quarter. The

corporate sector which had demonstrated a great caution in IT spending over

the past five quarters broke off their chains and led the growth in consumption.

Telecom, banking, education, IT-enabled services and the e-governance

initiatives of the central and state governments led to the upsurge in sales.

Again the industry seems to be very optimistic in the fourth quarter. The overall

PC sale for 2009-10 is expected to cross 7.3 million, clocking a 7 percent annual

growth.



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In the software market, sale of unbranded systems accounted for 35 percent of

the sales while branded products registered 65 percent.

MNC brands sold in greater numbers almost 52 percent of the market, while

Indian brands accounted 13 percent.

Even laser printers registered an impressive growth of 70 percent.

Contribution of Electronics and Hardware Industry in India GDP growth has

been significant. India offers abundant opportunities for electronic

instrumentation manufacturing. The estimated production for the year 2015 is

worth US$ 155 billion. The growth of the electronics and hardware consumers

makes certain the growth of the industry.

Porters Five Force Analysis for IT industry

1. Threat from New Entrants : In this booming industry,

there is a constant threat from the new entrants who emphasize on

the low price structures in order create a market for themselves. The

new entrants like Zenith PC, Acer India have adopted this strategy.



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2. Threat of Buyers : Due to the high

availability of various products & tight competition the consumers

have a lot of options to select as per their requirements.

3. Threat of Suppliers : Company like E-commerc

website and ERP are supplying the website and software to the

maximum market which helps them to dominate the software market.

4. Threat of Substitute s : Now with the developing

technology & constant innovations the software industry is also facing

threat. Like substitute for PCs are laptops, & Floppy is substituted by

CDs & Pen drives, mini laptops and ipads are becoming threat for

existing PCs..

5. Threat of Internal Competition : The competition is

growing rapidly in this industry segment. Companies like IBM, , Wipro

etc. are facing competition from the new entrants like Acer, Zenith &

HCL in PC as well as other hardware sectors.

COMPANY POFILE



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Fazar InfoTech Pvt Ltd

About FAZAR InfoTech Pvt. Ltd.

FAZAR InfoTech Pvt. Ltd. is an emerging IT consulting company providing anend-to-end business .solutions and software development services, which

combines cutting-edge technology with keen business acumen to deliver highquality, "innovative Web solutions and business process automation tools forglobal enterprises. Our primary focus is to provide affordable software solutionsfor our clientele with an edge of technological advancement and change drivenideology. FAZAR InfoTech has consulting practice and service oriented deliverywith experienced IT professionals in Software Engineering, Business processtransformation, software quality assurance, Off-the-shelf technology solutionson a case by case basis to satisfy specific requirements of our clients. FAZARInfoTech is a leading software development company in India providingOffshore Software Development Services & solutions with services such asoutsourcing software development in India. We leverage our proven expertise in

developingtechnology to drive business efficiency and productivity to satisfy customersincreasingly demanding requirement to improve operational efficiency, higheremployee productivity, faster go-to market, and maximized customersatisfaction.

Behind every successful business lies a reliable IT infrastructure solution

provider.

It provides all the IT related solutions to the organizations. It mainly deals with

SMB( Small and Medium Businesses), apart from that it deals with individual



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customers also. It deals with business organizations, hospitals, educational

institutes, government institutes etc.

Companys Background:

Fazar Infotech was started in 2008 under the guidance of Mr. Sakil Ahmad, who

is the C.E.O. of the company. In the beginning it dealt with system integration

and peripherals. They slowly grew in the area of services which had enabled

them to deal in SMBs.

Currently Fazar Infotech is company operating in Pune. Recently they had

opened a new office in Rajasthan and Aurangabad .

Companys Mission:

To provide utmost technology services to customers to get the mostfrom their investment in technology deriving optimal performanceduring its life cycle and to make our customer delighted.

To provide the best of services to our clients with the highest service

standards.

To be a leader in the field of IT Infrastructure development and

maintenance.

To create delight and long lasting relationships with the Enterprises we

deal with.



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To be admired and respected by peers in the industry delivering state of

the art infrastructure.

Companys Values

Driven by Knowledge

Ability to innovate.

Constantly striving hard to deliver Quality service without any substitutes,

aesthetically.

It is these values which drive the business at Fazar and keeps them growing to

meet the demands of an ever changing market by resetting standards of service

levels and delighting their clients by meeting their end to end demands.

Our STRENGTHS and IT forte :

Unmatchable Quality Assurance

_ Best Support

_ Customer Focused

_ Reliable and Robust Services

_ 24 x 7 Web-Based Support

_ Innovative Leadership

_ Holistic Solutions

_ Diverse Employee Talent Pool

_ Best in Industry Pricing



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_ Money-back guaranteed services

_Creativity and Innovative Approach

_ Software Quality Testing

_ Pre and Post Sales Services

IT Infrastructure Support and Services

Installation and Maintenance

Annual Maintenance Contracts

Facilities Management Services.

Warranty Support.

Work-Culture At Fazar Services Pvt. Ltd.

Employment at Fazar is synonymous with growth. Over the ages, it is

information, the access to it and the ability to process it that has dictated change

in our world. By constantly offering innovative solutions, Fazar has created an

expansive plan to grow at a fast pace in the field of Software Industry..

To help achieve their ambitious growth plans, they invite applications from

dynamic & self-motivated Engineers with relevant experience and excellent

track record. Computer proficiency is a must for all the positions.



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Fazar Infotech Private Limited is an equal opportunity employer.

Our Core Values

At the core of the Companys philosophy lies its focus on fulfilling the role of aresponsible service provider, committed to best practices. The Companyunderstands that in order to realize this vision it needs to achieve industryleading benchmarks in corporate governance, delivery excellence andemployee satisfaction.

Life at Fazar Services:

Members of the Fazar Team thrive on working with challenges and cutting edge

technology assignments that span a wide variety of client profiles. They believe

in hiring the very best and then providing a learning driven, collaborative and fun

environment to ensure that both the organization and the individuals are poised

to continuously move up to the next level.

Their belief is:

If being constantly challenged and living life on the technological edge are

your cup of tea, come join us

Area of Operation

Fazar InfoTech Pvt Ltd is the basically a regional company. It had been

operating successfully in Pune for last 3 years. Recently they have opened their

one more branch in Rajasthan. They are planning to open their branches in

different locations like Canada, Dehradun etc. which will enable them for

providing services to the consumer.



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Figure 1

Fig 2. Business Expansion Plan of Fazar Infotech Pvt. Ltd.

Fig 3. Departmentalization in Fazar Infotech Pvt. Ltd.

Organizational Structure



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Fazar InfoTech Pvt. Ltd. is a company started by Mr. Sakil Ahmad. He is the

CEO of the company. Mr. Gorav Kumar is the Sales Manager. Under the

supervision of CEO and the Sales Manager, the company has shown

tremendous growth.

Fig 4. Organizational Stucture of Fazar InfoTech Pvt. Ltd.

The company can be departmentalized as

(a) Sales Department.

(b) Finance Department.



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(c) FMS Department.

(d) Service Department.

(e) HR Department

Sales Department

Hence Fazar InfoTech has a separate sales team for performing the sale of IT

products. The Sales team structure of Fazar InfoTech Pvt Ltd Is as follows:

Mr. Sakil Ahemad (C.E.O. of the company)

Mr. Satendra Kumar ( Manager Director)

Ms. Richa Gunthey (HR)

Mr Himanshu Baiswar. ( BDM)

Mr. Kunvar Gourav Singh (BDM)

Mr. Sharad Sikarwar (BDM)

Mr. Rajneesh Srivastava (Sales Co-ordinator).

Mr. Robin Gehlot (Head of Development )



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Mr. Parteek ( Development Executive)

Ms.Adarsh Tomar (Sales Executive)

Mr. Jay Singh( Sales Manager)

Ms. Meenakshi Srivastava (Back office Analyst)

Fig 5. Sales Department Structure of Fazar Infotech

Sales Department is headed by Mr. sakil Ahmad who is the C.E.O of the

organization. . The sales team work under the leadership and guidance of

Mr.Himanshu who is the Sales Manager of the organization. Different Business

Development Executives (B.D.E.) works under his guidance.



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PRODUCTS

FAZAR Infotech Pvt. Ltd. specializes in plethora of interconnected services thatare offered to clients aiming to get on top of their Industry. Our Companysatisfies all kinds of thin and thick solution to clients from individual needs to,

firm, and to corporate enterprise necessity and as a result we welcome you withboth hands if you want to hire us.

_ Desktop Application Development

_ Complete Web Solution

_ E-Commerce Application Development

_ Website Designing

_ Web Development

_ Domain Registration

_ SEO (Search Engine Optimization)

_ Multimedia Design and Development

_ Client Server Application Development _ Website Consultation/Strategic Development

_ Content Management/Copywriting

_ Logo & Corporate Identity Design

_ Architectural Visualization

_ 2D, 3D, Flash Animation

_ Web Hosting

_ Online Catalogue

_ Graphic Design

SWOT Analysis of the Company

SWOT ( Strength, Weakness, Opportunity and Threat )- These are the core

competitive characteristics that are used to find determine the overall

performance of the company in the market. Depending on these characteristics

the future strategies are designed for the company. As per my analysis the

Strength, Weakness, Opportunity and Threats of Fazar Infotech may be:



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Can also become the official partner of Microsoft.

Expansion of the industries in the region

Changing technology

Consumer going for customer service instead of only price

Expansion of the business by increasing the product portfolio and

maintaining it according to the market trends

Threats

Competition from other vendors.

Ever fluctuating dollar- rupee exchange rate.

Availability of goods

Credit policy of the partners and suppliers

Improper market segmentation

Inadequate market coverage

Our Services

FAZAR Infotech specializes in plethora of services ranging from the desktopbased software development to high-end Web-based ERP Solution provider.

Programming LanguagesC, C++, Java, C#, VB and J2e

RDBMS (Relational Database Tools)MS-SQL Server 2000/2005/2008 MS-Access, MySQL and Oracle 10g

Operating SystemsUNIX, LINUX ES 3.0, Microsoft Windows



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Web ServerApache 1.3, IIS 5.0 and IIS 6.0

ERP (Enterprises Resource Planning)

ERP 2.0 Consultation, Installation and Support Services

Software Development

FAZAR Infotech Technologies Pvt. Ltd. is a full-fledge software consultancy andweb solution firm, provide plethora of interconnected desktop and internettechnologies. FAZAR Infotech has a profession dedicated highly experiencedand skilled team to deliver services in form of designing, implementing, andmodifying software so that it is of higher quality, more affordable, maintainable,and faster to build. FAZAR Infotech is a leading customized process-driven

software solutions provider based in India. FAZAR Infotech communicationsprovides bespoke technological solutions to many entrepreneurs, enterprisesand start up ventures, to help them gain maximum ROI for theirFAZARInfotech to meet the most challenging IT requirements, while ensuringsuperior quality,higher efficiency, lower costs and overall competitive advantage.Headquartered in Pune, FAZAR Infotech remains the trusted consultantand technology strategist.

Content Management System Development

Do you have an existing web site and need the ability to add and updateyour own content and images?

Click On Web Design offer tailored development of content managementsystems to meet you companys specific needs. All our CMS systems are easyto use, allowing non-technical people within your company to easily update orchange the web sites content, add new categories and pages and uploadimages, documents or presentations. We design every system with searchengine optimization in mind, allowing you to implement on-page and off-pagesearch engine optimization features as well subsequent messaging as a result,increases the scale and effectiveness of the online campaign.

BACKGROUND OF THE PROJECT



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This research is intended to explore the factors which are responsible for the

success of a company doing reseller business.

I have successfully completed y internship working as a Business Analyst in

Fazar Infotech Pvt. Ltd. I have learnt the basics of sales in B2B market and

experienced various difficulties while doing this job. I came through various

situations where we had lost deals to our competitors. These incidents made me

think about the core competencies of Systech as well as its competitors.

This idea helped me to carry out a research t find out the major factors affecting

the sales of any company.

Objective of the research

This project will try to cover following points

To find out various factors giving competitive advantage to the players

To rank these factors according to their needs, relevance and importance

during sales

To rank Fazar and its competitors on the basis of these factors

To evaluate Fazars performance

To decide the factors giving competitive advantage to the company

Suggestions based on the study



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Significance of the study

This study will help me to understand the concept of competition. It helped me

to understand the measures taken by different companies to distinguish it from

others in this competitive world.

This study will help the company to understand their core competencies and will

give them an idea about their competitor.

It may help the company to analyze their current competency, evaluate the

factors giving them competitive advantage and plan their strategies accordingly.

Scope of the Study

This study is targeted to evaluate the core competencies of a Pune based

reseller firm Fazar InfoTech Pvt. Ltd. This study is intended to list down all the

factors which may provide competitive advantage to the company.

The limitations of this study are

The scope of the study is limited to Pune market only.



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This study is purely based on the data gathered during my internship in

Fazar and my interactions with the sales team.

The company may or may not provide accurate information about their

strategies and competitors.

The rankings and factor selection were done by me on the basis of my

experience during my internship.

RESEARCH METHODOLOGY

Research Design & Data Collection

This research is conducted to find the factors providing competitive advantage

to the company along with a competitive analysis of the companys sales

system.

The research will be carried out using interview guides. This interview guide will

be used to collect information about various factors which provides competitive

advantage to the company



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The interview guide consists of questions asking the person to rank and rate

Fazar and its competitors on the following parameters. These parameters are

taken into consideration after consulting with the sales team and collecting

information from secondary sources i.e. Internet, discussion with colleagues,

books.

The parameters are -

Sales Approach

Service

Customer satisfaction level

Response time

Credit period

Support

Availability of goods

Delivery schedules

Employee satisfaction level



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Infrastructure

Market Coverage

Payment terms

Manpower (Size of the Sales team)

The data is collected by interacting with the members of the sales team of

Fazar. The data collection is done in such a way that none of the samples came

to know about the purpose of the interview. This is done to avoid manipulation

of the answers.

Instrumentation

Interview guide is used for data collection in this research. The data is collected

in the form of ranks given to different companies under different parameters.

Sampling

This research is carried out inside a single organization. The data collection is

also done within the boundaries of that organization. The sample size is limited

to 6 which is the total number of members in the sales team of Fazar Infotech.



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Procedure/ Tools of data analysis

The data will be collected in the form of ranks given to different companies

under different parameters. The parameters were also ranked according to their

need, importance and relevance. The ranks given to the companies under these

parameters will be combined to get the overall rank of each company.

The rankings will be used to decide the strengths & weakness of the company.

Their rankings under different parameters will enable Fazar to understand their

current competency level, to analyze their strengths & weaknesses. It will also

provide an opportunity for internal assessment of the company by the

employees without their formal knowledge.

LITERATURE SURVEY

The research is based on the competitive analysis of sale system of an

organization. The keyword for the research is COMPETITION.



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Merriam-Webster defines competition in business as "the effort of two or more

parties acting independently to secure the business of a third party by offering

the most favorable terms".

Because of this competition only, competitors always remain busy in finding new

ways to create a differentiation. The specialty of doing a set of things better and

differently than others helps a company in gaining competitive advantage.

This project is carried out by analyzing the competencies of a reseller firm and

its competitors.

Competitor analysis in sales & marketing is an assessment of the strengths and

weaknesses of current and potential competitors. This analysis provides both an

offensive and defensive strategic context through which to identify opportunities

and threats. Competitor profiling coalesces all of the relevant sources of

competitor analysis into one framework in the support of efficient and effective

strategy formulation, implementation, monitoring and adjustment.

Here the analysis is based on the sales system or sales process of the

company. It evaluates the sales system on the basis of certain factors which

directly or indirectly affect sales performance of the company.



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A sales process is a systematic approach to selling a product or service.

Specific steps or stages in a sales process vary from company to company but

generally include the following elements -

1. New Opportunity

2. Initial Communication

3. Fact Finding

4. Develop Solution

5. Propose Solution

6. Solution Evaluation

7. Negotiation

8. Sales Order

9. Account Maintenance

The sales process or sales system is a systematic approach but it is affected by

several internal & external factors related o the organization. This study is based

on those internal & external factors which influence the sales performance of the

organization.

DATA ANALYSIS AND FINDINGS



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The data analysis is based upon the data collected by interacting with the

member of the sales team. The parameters are first ranked according to their

need, importance and relevance to the sales performance. The factors are

1. Sales Approach Effectiveness

2. Service

3. Support

4. Response time

5. Credit period

6. Customer Satisfaction

7. Availability of goods

8. Delivery schedules

9. Employee satisfaction

10. Infrastructure facility

11.Market Coverage

12.Payment terms

13.Manpower (Size of the Sales team)

13. Rankings for Customer Satisfaction



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The criteria of customer satisfaction involve the ranking of companies according

to their overall customer satisfaction. A satisfied customer is an asset to the

company and the customer satisfaction is earned through proper customer

support & service.

Rankings Customer Satisfaction

1 Fazar Infotech Pvt. Ltd.

Table 13 Ranking for Customer Satisfaction

Fazar Infotech Rank - 1

Fazar services stands on the top of the list because of its customer service and

support. This index is an overall measurement of the companys performance

which will reflect its market reputation.

14. Overall Ranking of the Company

This question was asked to check the impression of the company and its

competitors. The ranking given are -

Rankings Company Ranking1 Fazar Infotech Pvt. Ltd.

Table 14 Overall Ranking



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Key Findings

The following rankings are given to Systech in this study

Parameter for Ranking Systechs Rank

Sales Approach Effectiveness 3Service 1Support 1Response Time 2Credit Period 2Stock Availability 2Delivery Schedule 2Employee Satisfaction UnpredictableInfrastructure facility 4

Market Coverage 3Payment terms 1Manpower 4Customer Satisfaction 1

Table 14 - Systechs ranking

The overall data helps us to understand the performance of the company by

plotting it in a graph.



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Fig 6. Pie chart showing systechs rank distribution

The above data shows the performance of Fazar as very good. Fazar has very

good competitive advantage in some parameters which made it a market leader

for sales of IT products. If you consider overall sales of all the products sold by

Fazar, it stands in 3 rd position in the market.



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The rankings are represented in form of relative factors, the representations are

as follows -



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Rank 1

Rank 2

Rank 3

Rank 4 Unpredictable -

Fig 7. Radial Diagram showing Fazars rank distribution with parameters

The overall ranking for the performance of the companies in the market is as

follows


Cust.

Satisfact

ion

ManPower

Payment

Terms

Mkt.

Coverge

Infra.Facility

Emp.

Satisfaction Delivery

Stock

Availability

CreditPeriod

Response Time

Support

Service

Sales

Appr.

Systech

Services


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Parameter for Ranking Company a the top

Sales Approach Effectiveness Fazar Infotech

Service Fazar Infotech

Support Fazar Infotech

Response Time Fazar InfotechCredit Period Fazar Infotech

Stock Availability Fazar Infotech

Delivery Schedule Fazar Infotech

Employee Satisfaction Fazar Infotech

Market Coverage Fazar Infotech

Payment terms Fazar Infotech

Manpower Fazar Infotech

Customer Satisfaction Fazar Infotech

Table 16 Toppers in each parameter

The graph shows the overall performance ratings for different companies under

13 parameters. The graph is as follows

The core competencies of Fazar Services depending on my studies are as

follows



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Fig 9. Radial diagram showing Fazars competencies

The highlighted parameters are those parameters in which Fazar Infotech is

having competitive advantage. The other factors are those factors in which the

company needs to improvise and work hard to increase their sales profitability.

CONCLUSIONS AND RECOMMENDATIONS


FlexiblePayment

terms

Overall

Customer

Satisfaction

Employee

Satisfaction

Credit PeriodResponse

Time

Stock

Availability

Delivery

Schedule

CustomerSupport

Customer

Service

CoreCompetencie

s of

Systech


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The research conducted has helped me to understand the major internal &

external factors affecting sales directly or indirectly. This study may help the

organization to reconstruct their short term goals and policies. It may also help

them to design their expansion plans.

This research has the following outcomes

1. Fazar InfoTech stood at the top position after the analysis.

2.The competitive strength of Fazar lies in its services, support, payment

terms flexibility and employee motivation.

3. Fazar Infotech is performing very well in the market but it needs to

improve on other factors also so as to retain its market value and

position.

4. Fazar InfoTech is optimally utilizing the available resources; it helped

them to capture market with limited resources available.

Recommendations to the company are -

1. Fazar is facing very tough competition so they should seek alternative

measures to gain a competitive advantage over its competitors.

2. The company may take the help of the parameters given in the study to

design their revised plans for gaining competency.



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3. The company should concentrate more on market coverage & increasing

employee satisfaction. The study has revealed that Systech services may

face problems of attrition and inadequate market coverage in future.

4. The company should concentrate more on their current competencies

and in the same time they should seek additional factors to crate

differentiation in the market.

5. The factors in which the company should work upon are Increasing Man

power, Delivery schedules, Sock availability, Market coverage etc.

6. The company should always keep on evaluating & revising its

competitive strategy so that I can cope up with the changing business

environment.

This study may help the company to increase is competitive strength and

increase its profitability. The accuracy of the report depends upon the data

gathered through various sources, so it is advisable for the company to review

the factors before practically implementation of any suggestions.



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LEARNING EXPERIENCE

Internship Experience

Internship is a phase where students get chance to learn the practices of

corporate world by working with them. Its a learning phase which provides

hands on learning to the students.

This internship helped me to know my weaknesses and strengths. I got to know

the exact requirement of the corporate and their expectations from a fresher. I

have been exposed to B2B sales & marketing during my internships

thus enabling me to understand the basics of sales and marketing at all levels.

It helped me to improve my skills and develop the additional skills required by

the corporate.

Learning from the project done

Project work allows a student to understand the real world problem, analyze it

and give solutions to the problem. In this project, I have tried to analyze the

factors affecting the competency of a reseller firm selling IT products of

companies.



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I have practically used all the management concepts like planning, organizing,

executing, analyzing the problems etc. This project gave me an exposure to

analyze a real world situation which can affect the competency & overall

profitability of the company.

This project has helped me to practically understanding & implementing the

management concepts to analyze the real time problems and exploring the

measures of improvements.

Significance of the internship & project done

Internship & project work are two phases which provide a chance to practically

understand and implement the management principles which I have learnt in

theory.

They helped me to understand the real life problems and the way

They are solved in todays business environment. I have faced various ups and

downs during my internship & project. It enabled me to understand the tough

environment of the business world. It also helped me in preparation for my entry

in to the corporate world.



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APPENDICES

Copy of data collection tool/s

List of tables

List of figures

References



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Data Collection Tools

The data collection tools for this research include interview guides which

includes the questions in very casual way.

Questionnaire

1. Who are the major competitors of Fazar?

2. What do you think is best in Fazar?

3. Would u mind ranking Fazar and its competitors with respect to few

parameters?

The Parameters are

1. Sales Approach Effectiveness

2. Service

3. Support

4. Response time

5. Credit period

6. Customer Satisfaction



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7. Availability of goods

8. Delivery schedules

9. Employee satisfaction

10.Infrastructure facility

11.Market Coverage

12.Payment terms

13. Manpower (Size of the Sales team)

4. Are you satisfied with the company?

5. What is the overall ranking of Fazar in the market?

6. What should Fazar do to become market leader?



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List of Tables

1. Ranking for Sales Approach Page No. 37

2. Ranking for Service Page No. 38

3. Ranking for Support Page No. 39

4. Ranking for Response Time Page No. 40

5. Ranking for Credit Period Page No. 41

6. Ranking for Stock Availability Page No. 42

7. Ranking for Delivery Schedule Page No. 43

8. Ranking for Employee Satisfaction Page No. 44

9. Ranking for Infrastructure facility Page No. 45

10. Ranking for Market Coverage Page No. 46

11. Ranking for Payment Terms Page No. 47

12. Ranking for Manpower Page No. 48

13. Ranking for Customer Satisfaction Page No. 48

14. Overall ranking Page No. 49

15. Systechs ranking Page No. 50

16. Toppers in each parameter Page No. 53



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List of Figures

1. Sales & Service partners of Systech Services (Pg. No. 14 )

2. Business Expansion Plan of Systech Services Pvt. Ltd. (Pg. No. 17 )

3. Departmentalization in Systech Services Pvt. Ltd. (Pg. No. 18 )

4. Organizational Structure of Systech Services Pvt. Ltd. (Pg. No.19 )

5. Sales Department Structure of Systech Services (Pg. No. 21 )

6. Pie chart showing Systechs rank distribution (Pg. No. 50 )

7. Radial Diagram showing Systechs rank distribution with parameters (Pg.

No. 52 )

8. Pie Chart showing individual companys top rank (Pg. No. 54 )

9. Radial diagram showing Systechs competencies (Pg. No. 55 )



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References

www.wikipedia.org

www.fazarinfotech.com

www.google.com

Presentations and information provided by Fazar during my internship

http://www.wikipedia.org/http://www.fazarinfotech.com/http://www.google.com/http://www.wikipedia.org/http://www.fazarinfotech.com/http://www.google.com/


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POINTS TO CORRECT

1. Kindly change the name of the employees in thetable of sales department .

2. At many points and in many sentences insteadof Fazar InfoTech. Systech is written, kindly gothrough it and correct it.

3. Add few more questions related to your survey.

4. Add the name of few books in your referencesection.

5.Atlast kindly go through the whole project againand thoroughly analyse the error and correct itand also take care of spacing and page format.

“analysis on it services for fazar infotech pvt. ltd.”

Documents