1. INTRODUCTION

1.1 Introduction:

What is marketing?

The term has changed and evolved over a period of time, today marketing is based around providing continual benefits to the customer, these benefits will be provided and a transactional exchange will take place.

The Chartered Institute of marketing defines marketing as ‘The management process responsible for identifying, anticipating and satisfying customer requirements profitability.

If we look at this definition in more detail Marketing is a responsibility and should not be solely left to junior members of staff. Marketing requires co-ordination, planning, implementation of campaigns and a competent manager with the appropriate skills to ensure success.

Marketing objectives, goals and targets have to be monitored and met, competitor strategies analyzed, anticipated and exceeded. Though effective use of market and marketing research an organization should be able to identify the needs and wants of the customer and try to delivers benefits that will enhance or add to the customers lifestyle ,while at the same time ensuring that the satisfaction of these needs results in healthy turnover for the organization.

Philip Kotler defines marketing as “satisfying needs and wants through an exchange processes”.

Within this exchange transaction customers will only exchange what they value if they feel that their needs are bring fully satisfied, clearly the greater the benefit provided the higher transactional value an organization can charge.

P. Tailor defines marketing as ‘Marketing is not about providing products or services it is essentially about providing changing benefits to the changing needs and demands of the customer’.

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Role of Marketing in customer satisfaction

It takes careful planning and a comprehensive understanding of the marketplace order to develop a business strategy that will ensure success. The most successful businesses have undoubtedly started with a marketing plan.

Marketing fulfills a vital function. A business owner must be familiar with the business's customer base, as well as the strengths and weaknesses of the business's competitors. These factors, and others, should be identified in a well-prepared marketing plan.

A good plan will outline how a business can attract and retain customers, how it will compete against its competitors, and the budget needed to attain positive results. It should include market research, business location, the target customer group, competition, the product or service being sold, budget, and advertising and promotion.

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Market Research:

An effective marketing plan begins with conducting market research. This will provide relevant data that will help you solve any potential marketing problems. Often, the three most pragmatic ways to conduct market research are by using a direct mail survey, a telephone survey, or by conducting a focus group.

If using a direct mail survey, be sure to keep your questions short, with a total length of no more than two pages. A consumer probably won't voluntarily fill out and mail back a long questionnaire without an incentive. In addition, you should include a postage-paid envelope, so that the respondents don't have to pay for the privilege of helping you. If your budget is sufficient, send a reminder about two weeks after the initial mailing. Keep in mind that direct mail is probably the most costly form of research, with the printing of direct mail pieces, envelopes, postage, and any incentive used, and usually has the least favorable response rate.

Phone surveys are usually the most cost-effective manner in which to conduct a survey, in that you don't have print or mailing costs, and have a better chance of getting an individual to respond than if you simply mail a survey. The main costs are the interviewer's fee, phone charges, and preparation of the questionnaire.

No matter what type of market research you do, your focus should be on gathering enough information to determine who your potential customers are, if there is a demand for your product or service, if there are competitors in your area and, if so, how successful they are in the marketplace.

Customer satisfaction can be achieved by adopting proper marketing strategies and giving due consideration to the customers i.e. selling and marketing the products not just for the purpose of increasing earnings or profit maximization but, also for the satisfaction of customers.

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What is Customer Satisfaction?

Customer satisfaction a state that results when an exchange meets the needs and expectations of the buyer. Exchange the provision transfer of goods, services and ideas in return for something of value customer satisfaction - know that s is s. Consequently, must develop strategies intended to build relationships that result in s returning to make more customer satisfaction.

The degree to which there is match between the customer's expectations of the product and the actual performance of the product customer satisfaction.

The provision of goods or services which fulfill the customer Â's expectations in terms of quality and service, in relation to price paid.

Customer Service Programme

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

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Methods of monitoring customer satisfaction:

An organization must continue to satisfy customers, but let’s be honest; it is very difficult to keep 100% of your customers satisfied all the time.

The main goals are to optimize revenue through improved customer satisfaction via improved interactions at each customer touch point.

Market research that concentrates on statistics and other numerical data, gathered through opinion polls, customer satisfaction surveys and so on. Compare 'qualitative research'.

Qualified Leads

Qualitative Research

Quantitative Research

CRM - Customer Relationship Management –

Improving interaction with customers with the aim of increasing customer satisfaction and loyalty.

Questionnaire A document that is used to guide what questions are to be asked respondents and in what order, sometimes lists the alternative responses that are acceptable. An excellent research instrument for libraries to assess customer satisfaction.

Just make sure that any mailing list includes instructions on how to "unsubscribe" so that they can remove themselves from the list when they want to. That way you preserve customer satisfaction and still get the advantages of very inexpensive.

Social Responsibility in marketing the recognition by marketers that the well-being of society and customer satisfaction is as important as profits in assessing marketing performance.

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ABOUT THE STUDY

The study reveals the marketing services rendered by HCL laptops. HCL increase having one of the vast networking for computer hardware’s, software, music player and many more.

I have made a research on the various production of HCL including its marketing strategies, customer behavior, financial position etc. I started the research with a problem on how cans a person start manufacturing in its garage and can turn out to be a great winner worldwide. Also, I started thinking on how can a company run such a vast network having spread in more than 47 countries.

With the aim of knowing the minute details of the company and to reveal it with making an in-depth study. I have made the research.

.

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1.2 OBJECTIVE

To study the marketing of multiple products of HCL laptops

To know the awareness of HCL laptops increase among the customer

To know the availability of HCL laptops in market

To know the rating of the HCL laptops

To study rating of cost of laptops

To study the after-sale service offered by the company

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1.3 SCOPE OF THE STUDY

To understand the functioning of the company

To learn how the company runs the widest network world wide

Can learn from it to implement in our work for result

Can take a helping hand from the local network

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1.4 LIMITATIONS OF THE STUDY

Primary data was difficult to collect.

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

Very short time frame for the research work.

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2. RESEARCH METHODOLOGY

Primary Data

In simple world the first hand information or firsthand data is known as primary data.

In LAYMAN’S language, “it is the data which is collected afresh and first time and happened to be the first hand information” is called the PRIMARY DATA.

Also, it can be said “It is the data collected by the researcher directly from the respondents”.

There are various methods of collecting the primary data, few are mentioned below:

OBSERVATION

INTERVIEW

QUESTIONNARIES

SCHEDULE

Observation:

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

Interview:

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

Questionnaire:

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

Schedule:

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

Secondary Data

In simple words the second hands information or second hand data is known as secondary data.

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

Sources:

Referring the “computer technology magazines” from the library.

Taking information from details gathered by somebody else.

Taking information from different website from internet.

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3. COMPANY PROFILE

3.1 Introduction of Company:-

HCL is an Indian group company that focuses on global technology and IT enterprise

services. Today, also known as HCL Enterprise, the company is a holding company

that comprises two publicly listed India companies, HCL Technologies and HCL

Infosystems. HCL was founded in 1976 by Shiv Nadar, Ajay Chowdhary and four of

their colleagues. HCL was focused on addressing the IT hardware market in India for

the first two decades of its existence with some sporadic activity in the global market.

In 1981, HCL seeded a company focused on addressing the computer training industry,

NIIT, though it has currently divested its stake in the company. In 1991, HP took

minority stake on the company (26%) and the company was known as HCL HP for the

five years of the joint venture. On termination of the joint venture in 1996, HCL was

split as HCL Technologies (to address the global IT services market) and HCL

Infosystems (to address the Indian and APAC IT hardware market). HCL has since

then operated as a holding company.

HCL is a leading global Technology and IT enterprises with annual revenues of US$

5.5 billion. The HCL Enterprise comprises two companies listed in India, HCL

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

(http://www.hclinfosystems.in/).

The 30 year old enterprise, founded in 1976, is one of India’s original IT garage start

ups. Its range of offerings span R&D and Technology Services, Enterprise and

Applications Consulting Remote Infrastructure Management, BPO services, IT

Hardware, Systems Integration and Distribution of Technology and Telecom products

in India. The HCL team comprises 77,000 professionals of diverse nationalities,

operating across 29 countries including 500 points of presence in India. HCL has

global partnership with several leading fortune 1000 firms, including several IT and

Technology majors.

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HCL Technologies is India’s fourth largest Indian Services Companies, providing

software-led IT solutions, remote infrastructure management services and BPO.

Having made foray into the global IT landscape in 1999 after its IPO, HCL

Technology focuses on Transformation Outsourcing, working with clients in areas that

impact and re-define the core of their business. The company leverages an extensive

global offshore infrastructure and its global network of offices in 16 countries to

deliver solutions across select verticals including financial services, Retail &

Consumer, Life Sciences Aerospace, Automotive, Semiconductors, Telecom and MPE

(Media Publishing & Entertainment) For the quarter ending 31st December 2006, HCL

Technologies, along with its subsidiaries had revenue (TTM) of US $ 1.155 billion

(Rs. 5220 crore) and employed more than 38,000 professionals.

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HCL Infosystems Ltd, a listed subsidiary of HCL is an India-based hardware and

systems integrator. It claims a presence in 170 location and 300 service centers. Its

manufacturing facilities are based in Chennai, Pondicherry and Uttarakhand and the

company is headquartered in Noida.

Business Model:

The HCL Enterprise comprises two companies listed in India, HCL Technologies and

HCL Infosystems HCL Technologies is the IT and BPO services arm focused on

global markets, While HCL Infosystems is the IT, Communication Office Automation

Products & System Integration arm focused on the Indian market. Together, these

entities have uniquely positioned HCL as an enterprise with service offerings spanning

the IT Services and product spectrum.

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HCL DNA:

The TIME magazine has referred to HCL as an "intellectual clean room where its

employees could imagine endless possibilities". The fact is, over the last thirty years

that HCL has been operational, the company has stood by its values and corep

Fueled by the entrepreneurial zeal of its founders, HCL developed the first indigenous

micro-computer in 1978, at the same time as Apple. Since then, HCL has had a 3

decade rich history of inventions and innovations. Entrepreneur is the term that best

describes the HCL employees. Ever since HCL has entered into an alliance in 1970s,

partnerships and HCL have been inseparable. Bonds have been forged with partners to

co - create value.

Strong inorganic growth is a testimony to the spirit of partnerships.This entrepreneurial

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

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ABOUT HCL INFOSYSTEMS

HCL Infosystems Ltd. with annual revenues of US$ 2.7 Billion (Rs. 11,855 crores) is

India’s premier information enabling and ICT system Integration company offering a

wide spectrum of ICT products that including computing storage, Networking,

Security, Telecom, Imaging and Retail. HCL is a one- stop- shop for all the ICT

requirements of an organization.

India’s leading system Integration and Infrastructure Management Services range of

Digital Lifestyle products in partnership with leading global ICT brands, Including

Nokia, Apple, Kodak, Toshiba, Bull, Ericsson, Cisco, Microsoft, Konica Minolta and

many more.

HCL today has India’s largest vertically integrated computer manufacturing facility

with over three decades of electronic manufacturing experience HCL desktops is the

largest selling brand into the enterprise space. With India’s largest ICT services

network that reaches to every corner of India’s HCL’s award winning support services

make it the preferred choice of enterprise and consumers alike.

HCL Infosystems, India’s premier information enabling and integration company

offers its customers technology solutions across multiple platforms. It has partnership

with some leading global player like Intel, AMD, Toshiba, Ericsson, Microsoft, Nokia,

Apple and Zee among other. HCL Infosystems has direct customer services center

across 400+locations and two ISO 9001 certified state of the art manufacturing

facilities. With a mission to provide world- class information technology solutions and

services to enable its customers to serve their customers better, HCL Infosystems is

forever setting new standards of IT in the country.

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3.2 HISTORY

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

YEAH I G H L I G H T

1976

- Foundation of the Company laid

- Introduces microcomputer-based programmable calculators with wide acceptance in the scientific / education community

1977

- Launch of the first microcomputer-based commercial computer with a ROM -based Basic interpreter - Unavailability of programming skills with customers results in HCL developing bespoke applications for their customers

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

1980- Formation of Far East Computers Ltd., a pioneer in the Singapore IT market, for SI (System Integration) solutions

1981- Software Export Division formed at Chennai to support the bespoke application development needs of Singapore

1983

- HCL launches an aggressive advertisement campaign with the theme ' even a typist can operate' to make the usage of computers popular in the SME (Small & Medium Enterprises) segment. This proposition involved menu-based applications for the first time, to increase ease of operations. The response to the advertisement was phenomenal.

- HCL develops special program generators to speed up the development of applications

1985 - Bank trade unions allow computerization in banks . However, a computer can only run one application such as Savings Bank, Current account, Loans etc.

- HCL sets up core team to develop the required software -

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ALPM (Advanced Ledger Posting Machines). The team uses reusable code to reduce development efforts and produce more reliable code. ALPM becomes the largest selling software product in Indian banks

- HCL designs and launches Unix- based computers and IBM PC clones

- HCL promotes 3rd party PC applications nationally

1986

- Zonal offices of banks and general insurance companies adopt computerization

- Purchase specifications demand the availability of RDBMS products on the supplied solution (Unify, Oracle). HCL arranges for such products to be ported to its platform.

- HCL assists customers to migrate from flat-file based systems to RDBMS

1991

- HCL enters into a joint venture with Hewlett Packard

- HP assists HCL to introduce new services: Systems Integration, IT consulting, packaged support services (basic line, team line.)

- HCL establishes a Response Centre for HP products, which is connected to the HP Response Centre in Singapore.

- There is a vertical segment focus on Telecom, Manufacturing and Financial Services

1994

- HCL acquires and executes the first offshore project from IBM Thailand

- HCL sets up core group to define software development methodologies

1995

- Starts execution of Information System Planning projects

- Execution projects for Germany and Australia

- Begins Help desk services

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1996

- Sets up the STP ( Software Technology Park ) at Chennai to execute software projects for international customers

- Becomes national integration partner for SAP

1997- Kolkata and Noida STPs set up

- HCL buys back HP stake in HCL Hewlett Packard

1998- Chennai and Coimbatore development facilities get ISO 9001 certification

1999

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

- Sets up fully owned subsidiary in Australia

- HCL ties up with Broad vision as an integration partner

2000

- Sets up fully owned subsidiary in Australia

- Chennai and Coimbatore development facilities get SEI Level 4 certification

- Bags Award for Top PC Vendor In India

- Becomes the 1st IT Company to be recommended for latest version of ISO 9001 : 2000

- Bags MAIT's Award for Business Excellence

- Rated as No. 1 IT Group in India

2001

-Launched Pentium IV PCs at below Rs 40,000

-IDC rated HCL Infosystems as No. 1 Desktop PC Company of 2001

2002

-Declared as Top PC Vendor by Dataquest

-HCL Infosystems & Sun Microsystems enters into a Enterprise Distribution Agreement

- Realigns businesses, increasing focus on domestic IT, Communications & Imaging products, solutions & related services

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2003

- Became the first vendor to register sales of 50,000 PCs in a quarter

- First Indian company to be numero uno in the commercial PC market

- Enters into partnership with AMD

- Launched Home PC for Rs 19,999

- HCL Infosystems' Info Structure Services Division received ISO 9001:2000 certification

- Launches Infiniti Mobile Desktops on Intel Platform

- Launched Infiniti PCs, Workstations & Servers on AMD platform

2004

- 1st to announce PC price cut in India, post duty reduction, offers Ezeebee at Rs.17990.

- IDC India-DQ Customer Satisfaction Audit rates HCL as on No.1 Brand in Desktop PCs.

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

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

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

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

- Launched RP2 System to overcome power problem for PC users.

-Registers a market Share of 13.7% to become No.1 Desktop PC company for year 2004.

-Crosses the landmark of $1 Billion in revenue in just nine months.

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2005

- Launch of HCL PC for India, a fully functional PC priced at Rs.9, 990/-.

- Rated as the No.1 Desktop PC Company by IDC India -Dataquest.

- The Most Customer Responsive Company 2005.

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

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

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

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

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

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

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

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

2006 - 75,000+ machines produced in a single month.

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

- HCL Infosystems & Nokia announce a long term distribution Strategy.

- HCL the Leader in Desktop PCs unveils India's first segment specific range of notebook brand -'HCL Laptops'.

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

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

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

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

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

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

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

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

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

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

- HCL Completes 30 years India.

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

- Enters into partnership with Casio.

- HCL establishes its manufacturing facility at Uttaranchal.

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

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Dominator.

2007

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

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

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

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

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

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

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

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

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

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

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

2008 - HCL unveils the future of personal computing, Launches next generation, ultra portable, Sub Rs.14,000/- leap tops MiLeap Series for the first time in India.

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- HCL Strengthens its BFSI System Integration Portfolio - Acquires a niche Banking Software Product Company

HCL Infinet

HCL InfiNet is a 100% subsidiary of HCL Infosystems Ltd. India’s premier

information enabling company. HCL InfiNet focuses on the ever-growing segment in

Imaging, Telecom and communication productions and services. Now it has an

exclusive sale and support partnership with Toshiba Corporation, Japan for sales and

servicing of its imaging and photocopier products. HCL InfiNet’s product portfolio

covers a range of other office automation and communication products through

alliances with world leaders- including mobile communication product from Nokia,

Duprinters from Duplo, LCD projectors from in focus, Mass Mailing solutions from

Pitney Bowes and voice and telecommunication solution from Ericsson.

The Managed Network service offerings for corporate including VPN’s ASP offerings,

Co Location/hosting CDNs’ security, corporate internet telephone solutions, technical

and consumer help desks, 24/7 Network Operations centre monitoring and a host of

value added networking services. Consumer services including dialup PSTN/ISDN

Internet access, Valadon calling cards and VOIP telephony devices.

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3.3 THE COMPANY

In 1976 Nadar quit an executive job with Delhi Cloth Mills (DCM) along with five of

his friends to start a company, Micro comp Limited, The focus of the company was

design and manufacturing of scientific calculators. The venture provided its founders

money to start a company that focused on manufacturing computers. The company was

renamed as Hindustan computers Limited (HCL) and received support from the Uttar

Pradesh government to setup their manufacturing in Noida. The founders put together

Rs 2 million in the venture. In 1981, NIIT was started to cater to the increasing demand

in computer education. By early 2000s, Nadar divested his stake in this venture.

Government policy shaped HCL as was the all Indian companies of those eras. In 1977

polices of Indian industries minister George Fernandez meant that global giants like

IBM left India creating a major void in the computers industry (even coca-Cola left

India during this timeframe opposing the polices of the minister). HCL designed and

shipped microcomputers to address this gap, around the same time Apple introduced

personal computers in USA. HCL had many more accomplishments in the next half

decade, introducing 16 bit processor computer in 1981 and relational data base

management system, Networking operating system and client server architecture

solutions by 1983, In the days of Indira Gandhi government a radical police shift

changed the landscape of the computer industry by permitting the import of

technology. HCL utilized the opportunity to launch its first brand of personal

computers Busybee. By 1986 HCL became the largest IT Company in India. When

Manmohan Singh opened the Indian economy in 1991 as the finance minister, HCL

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entered in to a partnership with HP to from HCL limited. HP picked up 26% stake in

the company to leverage on HCL’s sales and distribution channels to sell its products

in India as well utilize the R&D team of HCL to customize its products to the Indian

environment. In 1994 HCL looked beyond PCs and tied up with Nokia for mobile

phone distribution and Ericsson for telephone switch distribution.

HCL had always tried to address the global market and initially with mixed result. In

1979 the company set up a subsidiary in Singapore- Far East computers focused on

selling its computer products in the APAC region. In 1989 on the basis of a joint with

McKinney, HCL ventured into the US computer market with SCI roped in as

manufacturing partners. HCL America was born but in the words of the founder, “the

project fell flat on its face” HCL had failed to follow a very crucial step necessary to

enter the US market; The computer didn’t get environmental clearances.

By 1996 Nadar realized that fellow companies TCS, Wipro and Infosys had

successfully entered the global software services market and realized the immense

opportunity. When the partnership of HCL was ended in 1996 HCL was split into

companies –HCL Technologies and HCL Infosystems. HCL Technologies was created

from the R&D division of erstwhile HCL HP and was to focus on providing third party

engineering and software services to global companies while HCL Infosystems would

focus on manufacture and sale of computer hardware in the Indian market.

Why HCL?

 HCL Infosystems (HCL) draws it's strength from 30 years of experience in handling the ever changing IT scenario , strong customer relationships, ability to provide the cutting edge technology at best-value-for-money and on top of it, an excellent service & support infrastructure. Today, HCL is country's premier information enabling company. It offers one-stop-shop convenience to its diverse customers having an equally diverse set of requirements.

Be it a large multi-location enterprise, or a small/medium enterprise, or a small office or a home, HCL has a product range, sales & support capability to service the needs of the customer.

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

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

Technology Leadership

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

Using our own R&D we have: Created our own UNIX & RDBMS capability (in 80s). Developed firewalls for enterprise & personal system security. Launched our own range of enterprise storage products. Launched our own range of networking products. We strive to understand the technology from the view of supporting it post installation

as well. This is one of the key ingredients that go into our strategic advantage.

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

Country's first Desktop PC - BusyBee in 1985.

Country's first branded home PC - Beanstalk in 1995.

Country's first Pentium 4 based PC at sub 40k price point.

Country's first Media Center PC

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3.4 HCL Support& Service

Walk-in centers: Reaching out to over 4000 plus towns HCL Touch has 505 HCL owned

and manned service locations across the country. Bring HCL service convenient and

close to you. Multilingual remote support- 11 vernacular languages.

All HCL Laptops come with a Standard Warranty that covers repairs or replacement of

any defective part during the warranty period in case of any genuine failure of the parts.

HCL also extends the warranty to reinstallation of all pre-loaded software.

HCL Touch 24*7*365 days support

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

HCL Touch Bring-in Support/Walk-in Support

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

HCL Touch Data Security

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

HCL Touch Onsite support

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

HCL Touch International Warranty

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

HCL Touch Pick and drop facility

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

HCL Touch Data Recovery

Depending on customer’s requirement, HCL Touch can

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

HCL Touch Anti Virus

HCL Touch undertakes installation, cleaning and up-gradation of antivirus software. A

customer care specialist guide customers for online purchase from antivirus portals and

assists them through installation. HCL can undertake the process through physical

handing over of HCL Laptops at any of the service centers for those not very

32

comfortable with technology.

HCL Touch tracking services

Under this unique service offered by HCL Touch ensures that the customer is

automatically updated through an SMS/email against theft or unauthorized access of

HCL Laptops.

HCL Touch Health check

HCL believes in “prevention is better than cure” and recommends regular check up of

HCL Laptops for optimizing performance, and screening against security threats. This

service is available both as a remote support or onsite service. You can also undertake

the health check up by physically handing over the HCL Laptop to any of the 505

service locations.

HCL Touch Fortressing

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

general condition of the HCL Laptop of the customer - performance, fine tuning and

up-gradations required for better performances and help customers to install Anti

spam, Anti-virus and personal firewall software

HCL Touch Operating System and software support

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

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

HCL Touch Peripherals Installation and Configuration services *

HCL Touch understands that hardware accessories and peripherals are a way of life as

HCL Laptops have become a very personalized product. HCL Touch assists customers 33

in installing peripherals like printer/scanner/MFD along with HCL Laptops.

Wireless LAN support and Internet mail

HCL Laptop users are mobile, they are always on the go, traveling across cities pan

India. Therefore it is important that one has the system compatibility across networks,

LAN, Wi-Fi and internet mail options. HCL Touch assists customers in connecting to

wireless LAN and Internet mail operations in a cloud of various available networks.

Data card/broadband support

To avoid any issue related to compatibility of broadband and data cad connections,

HCL Touch assists customers in configuring the system to the available broadband and

data card connections.

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3.5 BOARD OF DIRECTORS

SHIV NADAR

Founder–HCL Chairman & Chief Strategy Officer,

HCL Technologies

AJAI CHOWDHRY

Founder - HCL

Chairman & CEO - HCL Infosystems

Vineet Nayar, CEO, HCL Technologies

Directors

T S R SUBRAMANIAN

35

ROBIN ABRAMS

PROBIR CHANDRA SEN

Mr. SUBROTO BHATTACHARY

4. Data Analysis

Q1. What is your age?

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

AGE 18-22 22-30 30-40 ABOVE 40

PERCENTAGE

44 33 14 9

18-22 22-30 30-40 ABOVE 400

5

10

15

20

25

30

35

40

45

PERCENTAGE

36

ANSWER:

The age of (18-22) is 44%

(22-30) is 33%

(30-40) is 14%

(Above 40) is 9%

Q2. What is your gender?

A) MALE B) FEMALE

GENDER MALE FEMALE

PERCENTAGE 66 34

MALE FEMALE0

10203040506070

ANSWER:

Male is 66% and female is 34%.

37

Q3. Are you aware of HCL laptops?

A) Yes B) No

AWARENESS YES NO

PERCENTAGE 99 1

YES NO0

102030405060708090

100

38

ANSWER:

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

Q4. Which laptops do you use ?

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

USE APPL LENNOVO

HC OTHER

PERCENTAGE

12 19 30 39

APPLE LENNOVO HCL OTHER0

5

10

15

20

25

30

35

40

PERCENTAGE

ANSWER:39

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

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

A) Yes B) No

AVAILABLITY YES NO

PERCENTAGE 92 8

YES NO

0

20

40

60

80

100

PERCENTAGE

ANSWER:

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

40

Q6. Why do you use HCL laptops?

A) Stylish B) Economical C) Usefulness

USER STYLISH ECONOMICAL USEFULNESS

PERCENTAGE

33 18 49

STYLISH ECONOMICAL USEFULNESS0

10

20

30

40

50

PERCENTAGE

ANSWER:

41

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

Q7. How do you rate the HCL lapyops?

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

RATE G V.G AVR NO CO

PERCENTAGE

19 28 45 8

GOOD V.GOOD AVERAGE NO COMMENTS

05

1015202530354045

PERCENTAGE

ANSWER:

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

42

Q8. Is the HCL laptops user friendly?

A) Yes B) No

FRIENDLY USER YES NO

PERCENTAGE 77 23

43

YES NO0

10

20

30

40

50

60

70

80

ANSWER:

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

Q9. Are the HCL laptops easily to maintain?

A) Yes B) No

ANSWER:

MAINTAINANCE YES NO

PERCENTAGE 77 23

44

YES NO

0

20

40

60

80

PERCENTAGE

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

Q10. Do you like sound quality?

A) Yes B) No

SOUND QUALITY YES NO

PERCENTAGE 72 28

45

YES NO0

1020304050607080

PERCENTAGE

ANSWER:

72% yes and 28% don’t like sound quality.

Q11. Are you satisfied with the picture graphic quality?

A) Yes B) No

GRAPHIC QUALITY

YES NO

PERCENTAGE 83 17

46

YES NO0

102030405060708090

PERCENTAGE

ANSWER:

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

Q12. Are you happy with power backup provided by

HCL laptops?

A) Yes B) No

POWER BACKUP YES NO

PERCENTAGE 23 77

47

YES NO0

1020304050607080

PERCENTAGE

ANSWER:

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

Q13. Does the HCL hardware supports better multimedia

Software?

A) Yes B) No

BETTER MULTIMEDIA

YES NO

48

SOFTWARE

PERCENTAGE 68 32

ANSWER:

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

Q14. Are you happy with the after sales services

Provided by HCL Company?

A) Yes B) No

SALES SERVICE’S YES NO

PERCENTAGE 79 21

49

YES

NO

ANSWER:

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

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

Laptops?

A) Display B) Sound quality C) Battery backup

D) Other

HP DISPLA SOUND BATTE OTHE

50

FEATURES

Y QUALITY

RY

BACKUP

R

PERCENTAGE

41 30 6 23

DISPLAY SOUND QUALITY BATTERY BACKUP

OTHER

05

1015202530354045

PERCENTAGE

ANSWER:The features like most in HCL laptops is display 41%, sound quality 30%, battery backup 6%, other 23%.

Q16. Which color of HCL laptops do prefer most?

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

COLOUR SILVER

BLACK

BLACK-SILVE

OTHER

51

R

PERCENTAGE

12 66 18 4

SILVER BLACK BLACK-SILVER OTHER0

10

20

30

40

50

60

70

PERCENTAGE

ANSWER:

The color of Hp laptops mostly prefer is silver 12%, black 66%, black-silver 18% and other 4%

Q17. Where do you rate HCL laptops 10 year down the line?

A) Excellent B) No Improvement

10 YEAR DOWN LINE

EXCELLENT NO IMPROVEMENT

PERCENTAGE 93 7

52

EXCELLENT NO IMPROVEMENT

0

20

40

60

80

100

10 YEAR DOWN LINE

PERCENTAGE

ANSWER:

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

5. CONCLUSION

HCL has many products catering to different categories catering to different categories of the electronic and I.T. industry . HCL has wide range of desktops, laptops, peripherals, software’s and serves with different models in relation to the price, looks and technicality. With time HCL has innovated and modified its products as per the customer demands.

53

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

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

6. FINDINGS

1. The market share of HCL now days increase.2. HCL believes in maintaining the product quality rather than the price.3. The store locations are very selective and the company retail stores are not located

everywhere.4. The HCL retail stored has a fixed store layout.5. The company has increased its sales as compared to early years.6. HCL has catering to different categories catering to diff. Categories of the electronic

and I.T. industry 7. With time HCL has innovated and modified its products as per the customer demands.

54

8. One of the famous marketing strategy what hp uses in its retail stores is that of ”HANDS ON USE”, wherein the customer is allowed to actually operate and feel and analyses the product.

7. SUGGESTION

1. HCL can reduce the price of the products so that can increase the market share by increasing the sales.

2. HCL shall introduce some offers to stay with prices and also increase the sales.3. Marketing of the products should be done more aggressively to increase the awareness

of the features within the buyers.4. The demographics and the geographic figures of the population near the store location

should be considered individually to market the appropriate products.

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8. BIBLOGRAPHY

www.hcl.com

www.sbi.co.in

56

www.google.com

WIKIPEDIA

9. ANNEXURES

Q1. NAME

Q2. AGE

Q3. GENDER

Q4. ADDRESS

Q5. PHONE NO.

57

Q6. Are you aware of HCL laptops?

a) Yes b) No

Q7. Which laptops do you use?

a) Apple b) Lenovo c) HCL d) other

Q8. Are the HCL laptops easily available in the

Market?

Q9. Why do you use HCL laptops?

a) Stylish b) Economical c)Usefulness

Q10. How do you rate the HCL laptops?

a) Good b) Very Good C) Average d) No Comments

Q11. Is the HCL laptops user friendly?

a) Yes b) No

Q12. Are the HCL laptops easy to maintain?

a) Yes b) No

Q13. Are you satisfied with the picture graphic quality?

a) Yes b) No

Q14. Are you happy with power backup provided by HCL

Laptops?

a) Yes b) No

Q15. Does the HCL hardware supports better

Multimedia software?

a) Yes b) No

Q16. Are you happy with the after sales services

Provided by HCL company?58

a) Yes b) No

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

Laptops?

a) Display b) sound quality c) battery-backup

d) Others

Q18. Which color HCL laptops do you prefer most?

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

Q19. Where do you rate HCL laptops 10 year down

the line?

a) Excellent b) No improvement

REFERANCES:

PHILIP KOTLER

RESEARCH METHODOLOGY- KOTHARI

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