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Alliance Business Academy Page 1

PART - A

ORGANIZATIONAL STUDY

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Chapter 1

INDUSTRY PROFILE

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1.1 Introduction

Computers are machines that perform tasks or calculations according to a set of instructions,

or programs. The first fully electronic computers, introduced in the 1940s, were huge machines

that required teams of people to operate. Compared to those early machines, today's computers

are amazing. Not only are they thousands of times faster, they can fit on your desk, in your lap,

or even in your pocket.

Computers work through an interaction of hardware and software. Hardwarerefers to the parts

of a computer that you can see and touch, including the case and everything inside it. The most

important piece of hardware is a tiny rectangular chip inside your computer called the central

processing unit (CPU), or microprocessor. It's the "brain" of your computerthe part that

translates instructions and performs calculations. Hardware items such as your monitor,

keyboard, mouse, printer, and other items are often called hardware devices, or devices.

Softwarerefers to the instructions, or programs, that tell the hardware what to do. A word

processing program that you can use to write letters on your computer is a type of software. The

operating system (OS) is software that manages your computer and the devices connected to it.

Two well-known operating systems are Windows and Macintosh operating system. Your

computer uses the Windows operating system.

1.2 Types of computers

Computers range in size and capability. At one end of the scale are supercomputers, very large

computers with thousands of linked microprocessors that perform extremely complex

calculations. At the other end are tiny computers embedded in cars, TVs, stereo systems,

calculators, and appliances. These computers are built to perform a limited number of tasks.

The personal computer, or PC, is designed to be used by one person at a time. This section

describes the various kinds of personal computers:

Desktops

Laptops

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Handheld computers,

Tablet PCs.

Desktop computers

Desktop computersare designed for use at a desk or table. They are typically larger and more

powerful than other types of personal computers. Desktop computers are made up of separate

components. The main component, called the system unit, is usually a rectangular case that sits

on or underneath a desk. Other components, such as the monitor, mouse, and keyboard, connect

to the system unit.

Laptop computers

Laptop computersare lightweight mobile PCs with a thin screen. They are often

called notebook computersbecause of their small size. Laptops can operate on batteries, so you

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can take them anywhere. Unlike desktops, laptops combine the CPU, screen, and keyboard in a

single case. The screen folds down onto the keyboard when not in use.

Handheld computers

Handheld computers, also called personal digital assistants (PDAs), are battery-powered

computers small enough to carry almost anywhere. Although not as powerful as desktops or

laptops, handhelds are useful for scheduling appointments, storing addresses and phone numbers,

and playing games. Some have more advanced capabilities, such as making telephone calls or

accessing the Internet. Instead of keyboards, handhelds have touch screens that you use with

your finger or a stylus(a pen-shaped pointing tool).

Tablet PCs

Tablet PCsare mobile PCs that combine features of laptops and handhelds. Like laptops, they're

powerful and have a built-in screen. Like handhelds, they allow you to write notes or draw

pictures on the screen, usually with a tablet pen instead of a stylus. They can also convert your

handwriting into typed text. Some Tablet PCs are convertibles with a screen that swivels and

unfolds to reveal a keyboard underneath.

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1.3 Future of IT hardware industry in India

India has witnessed remarkable success in the field of information technology and business

process outsourcing (IT-BPO) over the two decades. Total export revenues earned by IT-BPO

sector have grown to USD 69 billion in FY12, with the overall sector (including hardware)

touching revenues of USD 100 billion. The domestic hardware market comprising desktops,

laptops, servers, printers, storage, networking peripherals is the largest segment within the

domestic IT-BPO market. This segment is expected to reach revenues of nearly USD 13 billion.

This growing market, which is currently sized at USD 13 billion, has been led by BFSI,

Manufacturing and Government, which have the maximum share in hardware spend in India.

Factors such as infrastructure requirement in public sector, capital-intensive nature of

manufacturing firms and increasing need or modernization of banks has been driving the

spending of these three verticals. While these three verticals lead the market in the current

scenario, sectors such as Communications and Media, Financial Services and Healthcare are

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expected to ride the next wave of growth witnessing growth rates of 12 percent, 11.6 percent and

11.4 percent respectively.

Future of IT hardware industry in India

Although the segment is promising and has immense potential, the increasing demand-supply

gap remains to be a cause of concern. While the demand for hardware was estimated to be USD

13 billion in FY12, the production of goods stood merely at USD 6 billion. Growing demand for

hardware fuelled by modernization across verticals, clubbed with the slow rate of increase in

domestic production, is widening the demand-supply gap. While this is seen as a challenge, it is

also unveils a plethora of opportunities for hardware manufacturers, be it global or India, who

can gain significantly while bridging this chasm.

1.4 Growth drivers of the Indian IT hardware ecosystem

The key drivers of the Indian IT hardware ecosystem are:

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Growth in per capita income and corporate spend on hardware: Nearly 10 million households

now have income levels above USD 10,000 per annum in 2012.3 Transformation of IT hardware

from an aspiration to a utilitarian need has made these products more affordable for people

Government focus on digital education: Various state governments in the country, like Tamil

Nadu and Uttar Pradesh, have mandated laptops for all school children. This is driving a massive

spike in the demand for laptops and other computer hardware

Increasing spending from IT services industry: IT and ITES industries continue to drive the

demand for the IT equipment. With Indian firms adopting automation, the demand for IT

equipment is increasing

Need for innovative products at low cost: Innovative low cost products like the Aakash tablet

are also driving demand from both consumers as well as the government.

1.5 Challenges faced by Indian IT hardware manufacturers

Inadequate infrastructure interrupting growth: Lack of power, land acquisitions issues and

poor transport links restrict hardware manufacturing firms

Tax issues: When compared to low cost destinations such as China and Taiwan, Indias current

tax structure makes the final product less competitive

Limited preferential access for local firms: As of now there are no preferential laws or

incentives in place which enforce usage of domestic products to some extent.

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While India has the fastest growing Hardware market, the absolute size of the market is still

small when compared to leading countries such as China and Japan in Asia Pacific. Other

economies such as China, Malaysia and Vietnam have been taking significant steps to enhance

manufacturing capabilities. China has become the worlds manufacturing hub, Vietnam has

turned into an attractive destination for Electronic Manufacturing Services (EMS), and

semiconductors and Original Device Manufacturing (ODM), and Malaysia has also transformed

into an industrialized market.

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In order to drive high growth in the industry, it is imperative for the government to provide

impetus to the domestic IT manufacturing industry. Some of these measures include Convert

existing clusters such as Sriperumbudur and Noida into Centers of excellence; creating a joint

Government-Industry committee to market India and attract investment in India; incentivizing

investments in India by creating a model where the subsidy or rebate given to a manufacturer is

determined on the basis of the value addition; focusing on R&D; and creating a fund to promote

manufacturing, business and growth for the industry.

1.6 Industry AnalysisPEST ANALYSIS

a. Political Factors Influencing Indian PC Industry:-

i. Government Stability

As we know that government instability leads to economical & political hazards like inflation,

dumping share markets, etc. hence government stability is a boon for the growth of any industry.

ii. Environmental Protection Laws

In contemporary world of personal computing, modern PCs are needed to be disposed according

to the local-state and federal laws, to protect the environment.

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iii. Special Incentives

Such types of perks are provided to the employees in order to motivate them towards their

contribution and commitment. These special incentives fill exuberance among the employees and

thus increase the CAGR/SAGR of the organization.

iv. Attitude Towards Foreign Companies

Indian government has already opened its doors for the foreign players in this industry.

b. Economical Factors

i. GDP Trends

A country is known by the services it offers. Indian PC Industry contributes 7% of the overall

GDP growth of India.

ii. Inflation Rate

While entire industrys growth rate declined during the global meltdown, Indian PC industry also

experienced the Inflation rate of 11.89%.

iii. Employment Generation

Approximately 10 million people are working in this industry and it is expected to grow at the

rate of 22% in the next decade.

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iv. Pricing Strategy

With the intervention of open market, a revolution emerged, as a result of which major global

player grabbed Indian PC market, which ultimately led to the rapid downfall of PC prices thus

enabling almost all the middle class people to afford computers.

c. Socio-cultural Factors

i. Changing Lifestyles

As we know that human wants are unlimited so, in this changing scenario, computers have

become the essential part of the lifestyle of the contemporary world and in these too, anywhere

and anytime computing has brought a sea change in the trends of carrying a notebook instead of

antiquated desktops.

ii. Career Expectations

With the introduction of PC industry, a revolutionary change is being experienced in every field

of our life, be it education, transportation, business, or even small shopkeepers like groceries,

stationeries, chemists, etc.

iii. Consumer Activism

Several laws like RTI (Right To Information Act 05), Consumer Protection Act, etc. and majorly

the internet accessibility to every door has made the consumers aware of the ifs & buts in all

kinds of transactions.

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iv. Growth Rate of Population

Higher the population more is the demand for PCs and since we (INDIANS) stand at the second

position in the world in terms of population, so there is a wide scope for the growth of this

industry in our country as compared to others, except China.

d. Technological Factors

i. Industry Spending on R & D

Currently the Indian PC industry is spending approximately 7% of their overall revenue i.e. 945

cr in its Research and Development.

ii. Cutting-edge Technologies

Indian PC industry has introduced various innovative features like Green Computing, Noise

control Technology, Aesthetic features, Face recognition technology for convenient login, and

many more which has positioned it in the global market.

iii. Transfer Rate of Technology

Earlier, it used to take more than one year for any new technology to come in the market after

getting developed inside the laboratory. But now, with the intervention of the ready to use

technologies and increased adaptability, this transfer rate (from lab to field) got reduced to only 3

to 4 months.

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iv. Patent Protection

After the Copyright Act 1957 was implemented, Intellectual Property Right regime has covered

the innovative world with patent protection.

1.7 Major Competitors

DELL

Dell Inc.(formerly Dell Computer Corporation) is an Americanmultinational computer

technology company based inRound Rock, Texas,United States, that develops, sells, repairs and

supports computers and related products and services.Bearing the name of its founder,Michael

Dell,the company is one of the largest technological corporations in the world, employing more

than 103,300 people worldwide.[2]Dell is listed at number 51 in theFortune 500list. In 2012 it

was thethird largest PC vendor in the world afterHP andLenovo.

Dell sells personal computers,servers,data storage devices,network switches,software,

computerperipherals,HDTVs,cameras, printers, MP3 players and also electronics built by other

manufacturers. The company is well known for its innovations insupply chain

management andelectronic commerce,particularly its direct-sales model and its "build-to-order"

or "configure to order" approach to manufacturingdelivering individual PCs configured to

customer specifications. Until a few years ago Dell was mainly a pure hardware vendor, but with
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the acquisition ofPerot Systems Dell entered the market for IT services and additional

acquisitions in storage and networking systems allow the company to offer complete solutions

for enterprise customers compare to their original portfolio of computers only[8]

Dell is the sixth largest company in Texas by total revenue, according to Fortunemagazine. It isthe second largest non-oil company in Texas behindAT&T and the largest company in

theGreater Austin area.

Apple Inc.

Apple Inc., formerly Apple Computer, Inc., is an Americanmultinational

corporation headquartered in Cupertino,California that designs, develops, and sellsconsumer

electronics, computer software and personal computers. Its best-known hardware products are

theMac line of computers, theiPod music player, theiPhonesmartphone, and theiPadtablet

computer.Its consumer software includes theOS X andiOSoperating systems,theiTunes media

browser, theSafari web browser, and theiLife andiWork creativity and productivity suites.

The company was founded on April 1, 1976, and incorporated as Apple Computer, Inc. on

January 3, 1977. The word "Computer" was removed from its name on January 9, 2007, the

same day Steve Jobs introduced the iPhone, reflecting its shifted focus towards consumer

electronics.
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Apple is theworld's second-largest information technology companyby revenue afterSamsung

Electronics, and theworld's third-largest mobile phone

maker afterSamsung andNokia.Fortunemagazine named Apple the most admired company in

the United States in 2008, and in the world from 2008 to 2012. However, the company has

receivedcriticism for its contractors' labor practices, and for Apple's own environmental and

business practices.

As of May 2013, Apple maintains 408retail stores in fourteen countries as well as the

onlineApple Store andiTunes Store,[21]the latter of which is the world's largest music

retailer. Apple is the largest publicly traded corporation in the world by market capitalization,

with an estimated value of US$415 billion as of March 2013. As of Sept 29 2012, the company

had 72,800 permanent full-time employees and 3,300 temporary full-time employees

worldwide. Its worldwide annual revenue in 2012 totaled $156 billion. In May 2013, Apple

entered the top ten of theFortune 500 list of companies for the first time, rising 11 places above

its 2012 ranking to take the sixth position.

SONY

Sony Corporation commonly referred to as Sony, is a Japanese

multinationalconglomerate corporation headquartered in KnanMinato,Tokyo,Japan. Its

diversified business is primarily focused on the electronics, game, entertainment and financial

services sectors. The company is one of the leading manufacturers ofelectronicproducts for the

consumer and professional markets. Sony is ranked 87th on the 2012 list ofFortune Global 500.
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The Sony Groupis a Japan-basedcorporate groupprimarily focused on the Electronics (such as

AV/IT products and components), Game (such as PlayStation), Entertainment (such as motion

pictures and music), and Financial Services (such as insurance and banking) sectors. The group

consists of Sony Corporation (holding and electronics),Sony Computer

Entertainment (games),Sony Pictures Entertainment (motion pictures),Sony Music

Entertainment (music),Sony/ATV Music Publishing (music publishing),Sony Financial

Holdings (financial services) andothers.

LENOVO

Lenovo Group Limitedis a Chinesemultinational technology firm with headquarters

inBeijing, China andMorrisville, North Carolina, United States. It sells personal computers,

tablet computers,smartphones,workstations,servers,electronic storage devices, IT managementsoftware and smart televisions. In 2012 Lenovo was theworld's second-largest personal

computer vendorby unit sales. It markets theThinkPad line of notebook computers and

theThinkCentre line of desktops.

Lenovo has operations in more than 60 countries and sells its products in around 160 countries.

Lenovo was founded inBeijing in 1984 and incorporated inHong Kong in 1988 under its

previous name, Legend. Lenovo is listed on theHong Kong Stock Exchange and is a constituent

of theHang Seng China-Affiliated Corporations Index,often referred to as "Red Chips."
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Samsung

Samsung Electronics Co., Ltd. is a South Koreanmultinationalelectronics company

headquartered inSuwon, South Korea. It is the flagshipsubsidiary of theSamsung Group and

has been theworld's largest information technology companyby revenues since 2009. SamsungElectronics hasassembly plants and sales networks in 88 countries and employs around 370,000

people. For 2012 the CEO is Kwon Oh-Hyun.

Samsung has been the world's largest maker ofLCD panels since 2002, theworld's largest

television manufacturer since 2006, and world's largest manufacturer of mobile phones since

2011. Samsung Electronics displaced Apple Inc. as the world's largest technology company in

2011 and has been a major part of theEconomy of South Korea.

In 2011, Samsung was ranked as India's fifth most trusted brand and in 2012, Samsung was

ranked as India's fourth most trusted brand byThe Brand Trust Report, an annual report

published by Trust Research Advisory. In 2013,The Brand Trust Report, ranked Samsung as

India's second most trusted brand.

Samsung has a powerful influence on South Korea's economic development, politics, media and

culture, and has been a major driving force behind the "Miracle on the Han River". Its affiliate

companies produce around a fifth of South Korea's total exports. Samsung's revenue was equal to

17% of the South Korea's $1082 billion GDP.
http://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Electronicshttp://en.wikipedia.org/wiki/Suwonhttp://en.wikipedia.org/wiki/Subsidiaryhttp://en.wikipedia.org/wiki/Samsunghttp://en.wikipedia.org/wiki/List_of_the_largest_information_technology_companieshttp://en.wikipedia.org/wiki/Assembly_linehttp://en.wikipedia.org/wiki/Liquid-crystal_displayhttp://en.wikipedia.org/wiki/Television#Sales_of_televisionshttp://en.wikipedia.org/wiki/Television#Sales_of_televisionshttp://en.wikipedia.org/wiki/Economy_of_South_Koreahttp://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttp://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/Miracle_on_the_Han_Riverhttp://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttp://en.wikipedia.org/wiki/The_Brand_Trust_Reporthttp://en.wikipedia.org/wiki/Economy_of_South_Koreahttp://en.wikipedia.org/wiki/Television#Sales_of_televisionshttp://en.wikipedia.org/wiki/Television#Sales_of_televisionshttp://en.wikipedia.org/wiki/Liquid-crystal_displayhttp://en.wikipedia.org/wiki/Assembly_linehttp://en.wikipedia.org/wiki/List_of_the_largest_information_technology_companieshttp://en.wikipedia.org/wiki/Samsunghttp://en.wikipedia.org/wiki/Subsidiaryhttp://en.wikipedia.org/wiki/Suwonhttp://en.wikipedia.org/wiki/Electronicshttp://en.wikipedia.org/wiki/Multinational_corporation

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HP

The Hewlett-Packard Companyor HPis an Americanmultinationalinformation

technology corporation headquartered inPalo Alto,California,United States. It provides

products, technologies, software, solutions and services to consumers, small- and medium-sized

businesses (SMBs) and large enterprises, including customers in the government, health and

education sectors.

The company was founded in aone-car garage in Palo Alto byWilliam "Bill" Redington

Hewlett andDave Packard.HP is the world's leading PC manufacturer and has been since 2007,

fending off a challenge by Chinese manufacturerLenovo,according to Gartner. It specializes in

developing and manufacturing computing, data storage, and networking hardware, designing

software and delivering services. Major product lines include personal computing devices,

enterprise and industry standard servers, related storage devices, networking products, software

and a diverse range of printers and other imaging products. HP markets its products to

households, small- to medium-sized businesses and enterprises directly as well as via online

distribution, consumer-electronics and office-supply retailers, software partners and majortechnology vendors. HP also has strong services and consulting business around its products and

partner products. In 2012 it was theworld's largest PC vendorby unit sales.
http://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Palo_Alto,_Californiahttp://en.wikipedia.org/wiki/Californiahttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Small_and_medium_enterprisehttp://en.wikipedia.org/wiki/HP_Garagehttp://en.wikipedia.org/wiki/William_Redington_Hewletthttp://en.wikipedia.org/wiki/William_Redington_Hewletthttp://en.wikipedia.org/wiki/David_Packardhttp://en.wikipedia.org/wiki/Lenovohttp://en.wikipedia.org/wiki/Market_share_of_personal_computer_vendorshttp://en.wikipedia.org/wiki/Market_share_of_personal_computer_vendorshttp://en.wikipedia.org/wiki/Lenovohttp://en.wikipedia.org/wiki/David_Packardhttp://en.wikipedia.org/wiki/William_Redington_Hewletthttp://en.wikipedia.org/wiki/William_Redington_Hewletthttp://en.wikipedia.org/wiki/HP_Garagehttp://en.wikipedia.org/wiki/Small_and_medium_enterprisehttp://en.wikipedia.org/wiki/United_Stateshttp://en.wikipedia.org/wiki/Californiahttp://en.wikipedia.org/wiki/Palo_Alto,_Californiahttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Information_technologyhttp://en.wikipedia.org/wiki/Multinational_corporation

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ACER

Acer Inc. is a Taiwanesemultinational hardware and electronics corporation headquartered

inXizhi,New Taipei City, Taiwan. Acer's products include inexpensivedesktop and laptop

PCs, tablet computers,servers, storage devices, displays,smartphones and peripherals. It also

providese-business services to businesses, governments and consumers. In 2012 Acer was

thefourth largest personal computer vendor in the world.

In the early 2000s, Acer implemented a new business model, shifting from a manufacturer to a

designer, marketer and distributor of products, while performing production processes via

contract manufacturers.

In addition to its core business, Acer also owns the largest franchised computer retail chain

inTaipei,Taiwan.

Acer's subsidiary in India is Acer India (Pvt) Limited, and was incorporated as a wholly owned

subsidiary of Acer Computer International, Ltd. in 1999. It is a notable vendor in key segments

such as education, desktop computers and low profile notebooks for education. The headquarters

are inBangalore,India.
http://en.wikipedia.org/wiki/Multinational_corporationhttp://en.wikipedia.org/wiki/Xizhihttp://en.wikipedia.org/wiki/New_Taipei_Cityhttp://en.wikipedia.org/wiki/Taiwanhttp://en.wikipedia.org/wiki/Desktop_computerhttp://en.wikipedia.org/wiki/Tablet_computerhttp://en.wikipedia.org/wiki/Server_(computing)http://en.wikipedia.org/wiki/Smartphonehttp://en.wikipedia.org/wiki/E-businesshttp://en.wikipedia.org/wiki/Market_share_of_personal_computer_vendorshttp://en.wikipedia.org/wiki/Taipeihttp://en.wikipedia.org/wiki/Taiwanhttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Bangalorehttp://en.wikipedia.org/wiki/Taiwanhttp://en.wikipedia.org/wiki/Taipeihttp://en.wikipedia.org/wiki/Market_share_of_personal_computer_vendorshttp://en.wikipedia.org/wiki/E-businesshttp://en.wikipedia.org/wiki/Smartphonehttp://en.wikipedia.org/wiki/Server_(computing)http://en.wikipedia.org/wiki/Tablet_computerhttp://en.wikipedia.org/wiki/Desktop_computerhttp://en.wikipedia.org/wiki/Taiwanhttp://en.wikipedia.org/wiki/New_Taipei_Cityhttp://en.wikipedia.org/wiki/Xizhihttp://en.wikipedia.org/wiki/Multinational_corporation

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Chapter 2

COMPANY PROFILE

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2.1 INTRODUCTION

HCL Infosystem Ltd. is one of the pioneers in Indian IT market, with its origins in 1976. For

over quarter of a century, HCL have developed and implemented solutions for multiple market

segments, across a range of technologies in India. HCL have been in the forefront in introducing

new technologies and solution.

HCL Infosystem (HCLI) draws its strength from 29 years of experience in handling the ever

changing IT scenario strong customer relationship, ability to provide the cutting edge technology

at best value for money and top of it, an excellent service and support infrastructure. Today HCL

is countrys premier information enabling company. It offers one stop shop convenience to itsdiverse 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, HCLI has a product range,

sales and support capability to service the needs of the customers. Last 29 years apart from

knowledge and experience have also given us continuity in relationship with the customers,

thereby increasing the customer confidence in us.

Their strength can be summarized as:

Ability to understand customers business and offer right technology.

Long standing relationship with customers

Pan India support and service infrastructure

Best-vale-for money offering

Technology Leadership

HCL Infosystem is known to be the harbinger of technology in the country. Right from their

inception HCL have attempted to pioneer the technology introductions in the country either

through their R&D or through partnerships with the world technology leaders.

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Using their technology HCL has:

Created their own UNIX & RDBMS capability (80s)

Developed firewalls for enterprise & personal system security

Launched their own range of enterprise storage products

Launched their own range of networking products

HCL 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 their strategic advantage.

HCL Infosystem has to claim several technology pioneering initiatives.

Some of them are:

Countrysfirst Desktop PC-BusyBee in 1985

Countrys first branded home PC Beanstalk in 1995

Countrys first Pentium 4 based PC at sub 40k price point

Countrys first Media Center PC

2.2 Guiding Principles

2.2.1 VISION AND MISSION

VISION STATEMENT

"Together we create the enterprises of tomorrow"

MISSION STATEMENT

"To provide world-class information technology solutions and services to enable our

customers to serve their customers better"

2.2.2 QUALITY POLICY

"We deliver defect-free products, services and solutions to meet the requirements of our external

and internal customers, the first time, every time"

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2.2.3 OBJECTIVES

MANAGEMENT OBJECTIVES

To fuel initiative and foster activity by allowing individuals freedom of action and

innovation in attaining defined objectives.

PEOPLE OBJECTIVES

To help people in HCL Infosystems Ltd. share in the companys successes, which they

make possible; to provide job security based on their performance; to recognize their

individual achievements; and help them gain a sense of satisfaction and accomplishment

from their work.

CORE VALUES

We shall uphold the dignity of the individual

We shall honor all commitments

We shall be committed to Quality, Innovation and Growth in every endeavor

We shall be responsible corporate citizens

2.2.4 Philosophy of Quality

We deliver defect free products, services and solutions to meet the requirements of HCLs

external and internal customers, the first time, every time.

To exist as a market leader in a globally competitive market place, organizations need to adopt

and implement a continuous improvement-based quality policy.

One of the key elements to HCLs success is its neverending pursuit of superior quality in all

its endeavors.

HCL infosystem believes in the Total Quality Management philosophy as a means for

continuous improvement, total employee participation in the quality improvement and customer

satisfaction. Its concept of quality addresses people, processes and products.

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Over the last 20 years, we have adapted to never and better Quality standards that helped us

effectively tie Quality with Business Goals, leading to the customer and employee satisfaction.

2.3 Organization Structure

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2.4 HISTORY

Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCL

developed the first indigenous micro-computer at the same time as Apple and 3 years before

IBMs PC. During this period, India was a black box to the world and the world was a black box

to India. This micro-computer virtually gave birth to the Indian computer industry. The 80s saw

HCL developing know-how in many other technologies. HCLs in-depth knowledge of UNIX led

to the development of a fine grained multi-processor UNIX in 1988, three years ahead of Sun

and HP.

HCL R&D was spun off as HCL Technologies in 1997 to mark their advent into the software

services arena. During the last eight years, HCL has strengthened its processes and applied its

know-how, developed over 28 years into multiple practices -semi-conductor, operating systems,

automobile, avionics, bio-medical engineering, wireless, telecom technologies, and many more.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland s largest BPO

operation, and manages the network for Asias largest stock exchange network apart from

designing zero visibility landing systems to land the worldsmost popular airplane.

TIMELINE YEAR

1976 - Foundation of the Company laid - Introduces microcomputer-based programmable

calculators with wide acceptance in the scientific / education community - Launch of the first

microcomputer-based commercial computer with a ROM -based Basic interpreter

1977- Unavailability of programming skills with customers results in HCL developing bespoke

applications for their customers - Distribution alliance formed with Toshiba for copiers. -

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

transport

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1978 - HCL successfully ships in-house designed micro-computer at the same time as Apple.

The Indian computer industry is born. - Formation of Far East Computers Ltd., a pioneer in the

Singapore

1980 IT market, for SI (System Integration) solutions - HCL introduces bit sliced, 16-bit

processor based micro-computer. - Software Export Division formed at Chennai to support the

bespoke

1981 application development needs of Singapore - 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.

1983- HCL develops special program generators to speed up the development of applications -

Indigenously develops an RDBMS, a Networking OS and a Client Server architecture, at the

same time as global IT peers. - Bank trade unions allow computerization in banks. However, a

computer can only run one application such as Savings Bank, Current account, Loans etc.

1985- HCL sets up core team to develop the required software - ALPM (Advanced Ledger

Posting Machines). The team uses reusable code to reduce development efforts and produce

more reliable code. ALPM becomes the largest selling software product in Indian banks - HCL

designs and launches Unix- based computers and IBM PC clones - HCL promotes 3rd party PC

applications nationally HCL becomes the largest IT Company in India.

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 - HCL enters into a joint venture with HewlettPackard - HP assists HCL to introduce new services: Systems Integration, IT consulting,

packaged support services (basic line, team line)

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1991 - 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 - HCL acquires and executes the first offshore project from IBM Thailand

1994 - HCL sets up core group to define software development methodologies - Distribution

alliances formed with Ericsson Switches and Nokia Cell phones. - Starts execution of

Information System Planning projects

1995 - Execution projects for Germany and Australia - Begins Help desk services - Sets up the

STP (Software Technology Park) at Chennai to execute software projects for international

customers

1996- Becomes national integration partner for SAP HCL Infosystems is formed. - HCLs R&D

spun-off as HCL Technologies- marks advent into software services.

1997 JV with Perot Systems, stake divested in 2003. - 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 - Acquires and

sets up fully owned subsidiaries in USA and UK

1999 - Sets up fully owned subsidiary in Australia - HCL ties up with Broad vision as an

integration partner - 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

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

MAITs Award for Business Excellence - Rated as No. 1 IT Group in India -Launched Pentium

IV PCs at below Rs 40,000.

2001-Declared as Top PC Vendor by Dataquest. IDC rated HCL Infosystems as No. 1 Desktop

PC Company of HCL BPO Incorporated.

2002-HCL Infosystems & Sun Microsystems enters into an Enterprise Distribution Agreement -

Strategic alliance forged with Jones Apparel Group, Inc. a fortune 500 company. Infrastructure

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services division launched to address emerging global needs. Software businesses of HCL

Infosystems and HCL Technologies merged.

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 - Landmark deals signed with Airbus

and 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 No.1 Brand in Desktop PCs -

Maintains No.1 position in the Desktop PC segment for year 2003 - Enters into partnership with

Port Wise to support & distribute security & VPN solutions 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 - Partners with Union Bank to make PCs more affordable, introduces

lowest ever EMI for PC in India - Launched RP2 systems 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 - Accorded leader status by

Meta Group in Offshore Outsourcing. HCL is Indias No.1 PC 4th year in a row.

2005 -HCL completes buy-out of JVs with Deutsche Bank with British Telecom. Boeing Inks

787 Dream liner Design deal with HCL. HCL Infrastructure ranked No.1 service provider- CMP.

HCL Infosystems ties ups with Apple for iPod distribution.

2006- HCL Technologies signs largest ever software services deal with DSG. HCL as an

enterprise crosses the $4 billion watermark. HCL announces opening of its second European

outsourcing facility in June with the establishment of a delivery center in Krakow, Poland.

2007- HCL enters a US$30 mn partnership with Konica Minolta Group (KM), to providesoftware Services. This is one of the largest engagements in the country, with a Japanese

company.

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2008- Unveils the future of personal computingnext generation, ultra-portable, sub Rs. 1,400/-

laptops for the first time in India. Connect India-Africa to implement IT infrastructure for

prestigious Pan-African e-network project for Tele-education & Tele-medicine. Equips Delhi

Police with technology to fight crime

2009- Nokia Corporation announces a joint venture with HCL Infosystems to sell mobile value

added services directly to consumers in India. Nokia Corporation announces a joint venture with

HCL Infosystems to sell mobile value added services directly to consumers in India.

2011- Wins Skoch Digital Inclusion Award in the Technology in Service Delivery category for

successful implementation of Kohlapur Municipal Corporation e-Governance Project. Rated No.

20 in the Great Place to Work Survey. Launches its new sleek Next-Gen ME Tablet, the X1.

Launches Indias first BEE-Star compliant laptop. First ever HCL flagship store launched in

Delhi-NCR

2012- HCL Digischool wins 'Best ITC Enabled Content for K 12 Education' at National

Education Awards presented by Star News. HCL Digicampus wins 'Best Technology Based

Solution for Higher Education Institutes' at the National Awards presented by Star News.

Featured among the Top 10 Brands. Ranked over Sony, Apple, Lenovo, Acer and Toshiba in theLaptop category by Economic Times. Bagged Mee Seva Award for Excellence in Delivery from

the Government of Andhra Pradesh. HCL Infosystems was awarded the honor for its outstanding

contribution in the successful implementation of Mee Seva, an integrated service delivery

initiative.

2013- HCL Digischool wins Best Smart Classroom Solution Providerat the prestigious

Shiksha Ratan Award - State Education Summit 2013. Office Automation (OA) Business

bagged the Silver Award for Technical Proficiency in Color Category at the 15th Quality Service

Campaign conducted by Toshiba-APAC among 29 participants from various countries. Bagged

Partner of the Year Award for the Asia Pacific & Japan region as part of CA Technologies

Partner for Impact Awards, held at the Annual User Conference, CA World '13 in Las Vegas.

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HCL Infosystems was honored for its commitment and expertise in taking CA Technologies

solutions portfolio to market, and its efforts in driving new contracts and business opportunities.

Bagged Corporate - Best Government to Citizens (G2C) Initiative of the Year award at

the e-Maharashtra Summit 2013. HCL Infosystems was awarded the honor for implementing

turnkey ICT solutions in design, supply, installation, automation, integration, and subsequent

maintenance of Indias first state-of-the-art Border Check Post (BCP)project undertaken by

theMaharashtra Government. Bagged the prestigious Golden Peacock Eco Innovation

Award 2013for eNBA project during the 15th World Congress on Environment

Management .HCL was honored for providing IT Solutions to National Board of Accreditation

which resulted in eco innovation, cost saving and transparency in the accreditation process.

Awarded PC Quest Best IT Implementations of the Year 2013 under the category Project

with Maximum Social Impact for Financial Inclusion project of Bank of Baroda. The

project aims at providing easy access to affordable financial services to those who are deprived

of it so far thereby bringing the unbanked and under banked villages into the formal financial

stream. Won eINDIA Public Sector Enterprises Award 2013 for the project eProcurement

by Indian Railways. HCL was honored for automating the tendering process of Indian

Railways which reduced the procurement cycle time of material from 23 days to instantaneous

Awarded PC Quest Best IT Implementationsof the Year 2013 under the category Best

Education Project (Silver) for eNBA. The project has brought complete transparency andreduced the accreditation process time from 1.5 years to 4 months for higher educational

institutions seeking accreditation.

2.5 ABOUT HCL INFOSYSTEMS

HCL Infosystems, an information enabler, offers its customers technology solutions across

multiple platforms. This is as a result of its expertise in developing state-of-the-art enterprise

solutions; understanding of the networking technology; its design capabilities in product

engineering; integrating diverse solution components and its access to specialized technology for

turnkey projects through partnerships with various world class players.

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With a definite and distinct focus on end-to-end enterprise solutions and personal computers,

HCL Infosystems (HCL Insys) has direct customer service centers at 151 locations, 3 software

export facilities and state-of-the-art manufacturing facilities. HCL Insys has six overseas

business entities in US, UK, Australia, Singapore, Malaysia and Canada. HCL Insys

manufacturing processes are ISO 9001 certified, while its software development processes have

achieved SEI CMM Level 4.The company has an Internet subsidiary - HCL InfiNet Limited, a

leading Network Services Provider. With a mission to provide world-class information

technology solutions and services to enable its customers to serve their customers better,

HCLInsys is setting new standards of information technology in India.

HCL Infosystems are Indias premier information enabling company. Leveraging its29 years of

expertise in total technology solutions, HCL Infosystems offers value added services in key areas

such as system integration, networking consultancy and a wide range of support services.

HCL Info systems is among the leading players in all the segments comprising the domestic IT

products, solutions and related services which include PCs, servers, networking products,

imaging and communication products.

Contentiously meeting the ever increasing customer expectations and applications, its focus on

integrated enterprise solutions has strengthened the HCL Infosystems capabilities in supporting

installation types ranging from single to large, multi-location, multi-vendor and multi-platform

spread across India. HCL Infosystems, today has a direct support force of over 1700+ members

and is operational at 260+locations across the country and is the largest such human resource of

its kind in the IT business. A majority of the team members have been specially trained in a

variety of supporting solutions, the companys key focus area.

HCL Infosystems manufacturing facilities are ISO-9001-2000 & ISO 14001 certified and

adhere to stringent quality standards and global processes. With the largest installed PC base in

the country, four indigenously developed PC brands Infinity, Busybee, BeanStalk and

EzeeBee- and its robust manufacturing facilities. HCLInfosystems aims to further leverage its

dominance in the PC market. It has consistently rated as top player in the PC industry by IDC.

The Infinity line ofbusiness computing products is incorporated with leading edge products is

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incorporated with leading edge products from world leaders such as Intel. A fully integrated and

business ready family of servers and workstations, the Infinity. Global Line is targeted at

medium and large companies to help them to manage their enterprise related applications. It has

considerable dominance in verticals like Finance, Government and Education & Research.

The Channel Business of HCL Infosystems has an extensive network of over 2500+resellers

across 300 locations. It has actively promoted the penetration of PCs in the home and the small

office/home office (SOHO) segments, through Beanstalk, Ezeebee and Busybee PCs and

Toshiba Laptops.

HCL Infosystems has two focused business units while HCL Infosystems concentrates on the

IT products, solutions and related services business, HCL InfiNet focuses on the rapidly growing

communication and imaging products, solutions and services industries.

HCL InfiNet, with a presence in more than 35 cities, has the ability to serve around250 cities in

its catchment area. It provides corporate networking services like virtual private network,

broadband internet access, hosting and co-location services, designing and deploying Disaster

Recovery Solutions and business continuity solution, application.

Services, managed security services and NOC services over its state of the art IP network to

over 200 corporate. With office automation (OA) division being part of HCL.

HCL InfiNet now has an exclusive sales and support partnership with Toshiba Corp., Japan, for

its photocopier products. The product portfolio covers a range of other office automation and

communication products through alliances with world leadersincluding Duprinters from Duplo,

Data projectors from In Focus, Telecommunication Solutions from Samsung and Ericssion and

mobile communication products from Nokia.

HCL InfiNet has a strong and dedicated retail network of Nokia Professional Centers, Nokia

Priority dealers, Re-Distribution stockiest and Nokia Care centers across the country.

HCL has closely seen the IT industry right from the scratch, and has actively participated in its

progress. During the 29 year journey, it has picked up valuable lessons in serving the IT needs of

the Indian customer and gathered domain expertise to successfully service various business.

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As a leading information enabler, HCL Infosystems has long standing relationships with world

technology leaders such as SUN for enterprise computing solutions, Intel and AMD for PCs and

servers, Microsoft, Novell and SCO for operating systems and software solutions, Toshiba Corp.

for business automation equipment, SAP AG for specialist ERP solutions and Oracle, Sybase

and Informix for RDBMS platform, EMC and Vertis for storage solutions. The aim is to straddle

the entire landscape of information enabling technology far more comprehensively, effectively

and competitively. Indeed, a vision to create enterprise of tomorrow.

HCL is a leading global Technology and IT enterprises with annual revenues of US$4 billion.

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

Infosystems .The 3 decade old enterprise, founded in 1976, is one of Indias original IT garage

startups. 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 45,000professionals of diverse nationalities, operating across 17

countries including 360 points of presence in India. HCL has global partnerships with several

leading Fortune1000 firms, including several IT and Technology majors.

2.6 6S OFFERING FOR BUSINESS EMPOWERMENT OF HCL

INFOSYSTEMS

NEED

In the emerging net economy,IT infrastructure Plays the role of a Powerful business enabler to

improve your business processes, to help you focus on your goals and strategies and more

importantly, to help you serve your customers better. IT Infrastructure demands constant change

latest technology, reliable operations and high availability. Leaders like you, in the process of

selecting the best of breed in technology, require integrating different solutions from various

vendors. Thus a situation where you need a strong reliable and trusted partner committed to

deliver beyond just services.

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ADVANTAGE

Staying competitive in todays dynamic business environment means finding new ways to

reduce costs while maximizing the value of your technology and personal resources. More than

ever, your ability to "do more with less" determines how successful your organization will be.

Thats why HCL Insys helps you achieve. By channeling our in-depth expertise gained from

over 28 years of IT Domain experience. We provide a full bandwidth of services specifically

designed to meet your complete IT needs. And as a single window for completing business

solutions wherever you are located....... We make IT possible to save money......WE TELL YOU

WHERE as well as time ......WE SHOW YOU HOW

The 6 S

SOLUTIONS:

The one stop shop solution center for all your IT needs, customized to meet and scale with

your unique Business Needs.

SERVICES:

A range of value added services in IT infrastructure operations and management.

SUPPORT:

Pan-India footprint of support and logistic locations. Over 260 Direct service support locations.

Technically sound workforce of over 1700 certified professionals.

STANDARDS:

World Class Quality standards maintained for PPP (People, Processes &Performance).

Alliance with global technology leaders.

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SAVINGS:

We help you find new ways to reduce costs & "do more with less" by maximizing the value of

your technology and personal resources, thereby reducing your total cost of ownership (TCO).

SATISFACTION:

Complete Satisfaction for the customers through the HCL 6S offering that enables one to

maximize system uptime through rapid response and resolution services, thereby optimizing your

IT investments.

2.7 BUSINESS MODEL

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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 hardware and 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. Source:www.hcl.in

HCL Snapshot
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2.8 ABOUT HCL FRONTLINE DIVISION

The HCL Frontline Division of HCL Infosystems Ltd. focuses on providing solutions and value-

added services to small and medium corporate, the small office/home office and the home buyer.

Involved in marketing and distributing national and international brands of computer systems

and peripherals, the Frontline Division evolves innovative channel strategies to widen its market

reach, and offers value added support services to users. The extensive distribution network

established by the Division encompasses more than 800 resellers and close to 300 retail outlets

across300 cities. Using its unmatched strength in distribution, Frontline has big plans to increase

penetration of notebooks in SOHO/SME segments. The organization plans to use its already

established retail network in big way for this. It has proved its distribution might in the PC

segment already where it has pioneered on several fronts, with retail being just one.

The Divisions singular mission has been to continuously anticipate and explore technologies that

have emerged as strong trends and established market standards in the computing world globally,

and bringing these to the Indian user in as short a time as possible. Widely recognized for

opening up several frontiers of the world of computing to Indian users, the Division has

partnered Dragon Systems, Inc., the worldsleading supplier of speech and language technology,

to introduce speech recognition tools in the country.

In Kerala the Frontline Division is represented by its state franchisee Team Frontline Pvt. Ltd. It

is an ISO 9001 certified company and an extremely customer focused IT provider.

2.9 ABOUT HCL OFFICE AUTOMATION DIVISION

HCL Insys Office Automation Division (OA Division) is poised to leverage the convergence

between IT, communications and office automation through its product and service offerings.

The OA Division has an exclusive sales and support partnership with Toshiba Corporation, Japan

for its photocopier products. Its product portfolio covers a range of other office automation and

communication products through alliances with world leadersincluding mobile communication

products from Nokia, Duprinters from Duplo, data projectors from InFocus, Digital Mail

Inserting Systems from Pitney Bowes and telecommunication solutions from Samsung and

Ericsson. Its network has 65 independent dealers, who stock and sell consumables for peripheral

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and devices. It also offers direct field support spanning 85 locations, through 15regional offices

and 20 area offices assisting 74 service locations. The service is also extended to a large base of

installed products through its Test and Repair Centers (TRCs). These TRCs are manned by 450

customer engineers and 68 managers located across India, with a head office at Noida and a

Spare TRC at Chennai. The centers also provide upgrades to existing customers, keeping them

abreast of cutting edge technology at all times. Finally, the division also offers Bring-In-

Maintenance services for a range of products such as Nokia mobile phones and accessories, and

HP Peripherals.

2.10 Alliances & Partnerships

To provide world-class solutions and services to all our customers, HCL has formed Alliances

and Partnerships with leading IT companies worldwide.

HCL Infosystems has alliances with global technology leaders like Intel, AMD, Microsoft, Bull,

Toshiba, Nokia, Sun Microsystems, Ericsson, nVIDIA, SAP, Scansoft, SCO, EMC, Veritas,

Citrix, CISCO, Oracle, Computer Associates, RedHat, Infocus, Duplo, Samsung and Novell.

These alliances on one hand give HCL access to best technology & products as well enhancing

our understanding of the latest in technology. On the other hand they enhance the product

portfolio, and enable us to be one stop shop for our customers.

HCL has always prided itself on its partnership engagements. Partner models are also evolving in

the technology industry. Innovation has extended into the ecosystem and community based

engagements are coming into play. HCL has also enhanced its relationships with partners and is

creating a variety of innovative partnership models, with various approaches to risk-reward

sharing. Some of the notable partner engagements:

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2.11 KEY PARTNERSHIPS

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2.12 Product and Services

HCL Infosystems portfolio of products covers the entire spectrum of the information technology

needs of its customers.

By virtue of the immense diversity of markets and customers that it addresses, HCL Infosystems

products offering include everything from high-end enterprise level servers mission critical

applications to multimedia home computers.

Need of customers may vary from person to person. One can give importance to cost of the

product and for the other features are more important. Use may be different as someone is using

it for office purpose, someone for home use, and others for business purpose. Needs of customers

are different hence requirement may also be different .HCL Infosystem fulfills all therequirements of its customers and has tailor made solution for them.

HCL Infosystems Product Portfolio

DESKTOPS AND NOTEBOOKS

Business PCs

Home PCs

HCL Laptops

Intel WORKSTATIONS

Infiniti challenger workstations

SUN Workstations

AMD WORKSTATIONS

Infiniti Xcel Line 2200NL

Infiniti Xcel Line 2200SY

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SERVERS

Intel Servers

Infiniti Global Line Servers IGL Entry Level Servers

IGL True Enterprise Servers

IGL Blades Servers

IGL Itanium Servers

Infiniti Solutions

AMD Optrons Servers

Infiniti Xcel Line 2200AT

Infiniti Xcel Line 2200MI

Infiniti Xcel Line 2200AZ

Infiniti Xcel Line 4200TL

Other Servers

SUN Servers HP Risc Servers & Workstations

THIN CLIENTS

Winbee Thin Clients

SUN Thin Clients

DISPLAY PRODUCTS

SUN Thin Clients

NETWORKING PRODUCTS

WinSmart Switch

SNMP Managed Switch

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SECURITY PRODUCTS

HCL Info Wall

HCL InfoSecuAccess

HCL InfoVPNe

HCL InfoNetMon

HCL InfoSurveillance

HCL InfoSecuDesk - BiometricLogon

Hcl InfoSecuDeskSmartCardLogon

HCL InfoSmartCard

HCL InfoLoadBalancer

HCL InfoSMS

HCLInfoDashboard

HCL InfoAttendence

HCL InfoAttendanceBN model

HCL InfoAttendanceSN model

STORAGE SOLUTIONS

HCL Storage Solutions

HCL Infiniti SAN ARRAY 2502FC

HCL IGL NAS Servers IGL NAS 1400 BT

IGL NAS 2700 SP IGL NAS 2700 BD

SUN Storage Solutions

TOSHIBA NOTE BOOKS

SOLUTIONS

Infrastructure Services

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Networking Services

Security Services

Facilities Management Services

Domestic Hardware Services

SOFTWARE LICENSES

PRESENTATION PRODUCTS AND SOLUTIONS

Projectors

Hitachi

Toshiba

Infocus Plasma/LCD

Hitachi

Toshiba Interactive Presentation System

Hitachi FX Series Starboard

Hitachi T17SLX Interactive Panel

Polyvision Walk and Talk Interactive Panel

Polyvision TS Series interactive Whiteboard

Polyvision Walk and Talk Interactive Whiteboard Visual Presenters

MVP-732

MVP-738DOCUMENTATION PRODUCTS AND SOLUTION Digital Duplicators

Folder

Digital Printing System Konica Minolta Laser Printers. Konica Minolta Production

Printers

bizhub PRO C6501

bizhub PRO 950 Kyocera Mita-Wide Format MFDs

KM3650W

KM4850W Toshiba MFDs

e-STUDIO167/207

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e-STUDIO351c/451c

e-STUDIO2820c/3520c/4520c

e-STUDIO232/282

e-STUDIO352/452

e-STUDIO600/720/850

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2.13 Awards & Recognition

Jaipur Development Centre received CMMI ML5 SCAMPI Class A Certification from

Software Engineering Institute (SEI), Camegie Mellon.

Ranked No.1 Employer of the year by DQ-CMR Best Employer Survey 2011

Ranked No.1 in IT Services Customer Survey by the prestigious DQ CMR CSA Award.

Regained the second spot for the Greenest companies as per the Greenpeace Survey

Guide to Greener Electronics, November 2011.

Bagged DDIs Grow your Own Leaders Award for overall management culture &

effectiveness of the organizations talent management system.

Bagged Skoch Digital Inclusion Award in technology in Service Delivery category for

successful implementation of Kolhapur Municipal corporation E-governance project.

Bagged VARIndia 2011 award for Best Projector DLP (Infocus), Best PC Indian Brand

and No.1 Distributor.

Voted bt the channel partners as the Most Trusted Company in System Integration

category at the 10thVARIndia IT Forum 2012.

Pondicherry plant bagged an award in the large scale category at the FICCI Quality

System Excellence Awards 2011.

The Repair Facility of HCL Infosystems was rated as the best repair facility in the world

by NOKIA Corporation With 4 & star rating.

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2.14 PC market share

IDC has recently shared the PC market share vendor list for the second quarter of 2013. HP leads

the Indian PC market share list with 34.1 percent. Dell is in second position with 11 percent.

Acer is in the third position with 10.4 percent PC market share. Lenovo has 9.3 percent market

share, while HCLs share in the Indian PC market is 3.2 percent.

IDC India PC Forecast

July remained upbeat and IDC is noticing that the growth is continuing into August too.

Consumer sentiments have peaked at the right time as they begin to reconcile with the market

reality on inflation and related pressures. Retail walk-ins have improved and share of consumer

wallet looks to move back to PCs, which is an encouraging sign for the consumer PC vendors.

34.1

11

10.4

9.3

3.2

32

PC Market Share

HP

Dell

Acer

Lenovo

HCL

Others

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The PC business continues to thrive on wafer thin margins and it is still early to comment on the

success of new form factors, which were anticipated to drive the overall value of this business.

Also, outside special projects, demand from enterprises and government remain largely

suppressed painting a gloomy scenario on commercial PC business, in the near future.

2.15 HCL Globe

HCL Infosystems Limited launched its Middle East and Africa (MEA) operations HCL

Infosystems MEA, to further expand the geographical reach, establishing a beachhead to fully

implement its expansion plans in the Middle East and Africa.

Headquartered in Dubai, HCL Infosystems MEA follows customized approach to build solutions

for its partners enabling them to meet their business goals by conceptualizing and developing IT

strategy, ICT policy development, ICT Infrastructure Solutions, Business Critical Applications,

Managed Services, Education Services, System, Integration, Web Development, Cloud and

Green Hardware.

HCL Infosystems MEA is the next generation Global ICT Partner enabling growth, enhancing

customer delight and delivering best practices in System Integration and services

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2.16 Financial highlights

2.17 SWOT ANALYSIS OF HCL INFOSYSTEMS

STRENGTHS

29 years of experience in handling the ever changing IT scenario.

Pan India support & service infrastructure

Ability to provide the cutting edge technology at best-value-for- money Technology

Leadership

Proved to be an innovator and leader in technology

Its collaborations and joint ventures with international companies such as Perot System,

and partnership with world leaders like Ericsson, Toshiba, Nokia, Oracle and Microsoft,

enable it to bring the best technology available worldwide to its consumers.

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24 locations in 16 countries.

Its pool of competencies: Hardware, Software, Training, Networking, Telecom and

System Integration.

WEAKNESSES

Poor Human Resource management system

No proper marketing channels and strategies

Awareness of complete line of products offered is not there in the market Perception of

customers is that HCL is a local brand and is inferior to the global brands

After sales services are not customer satisfactory

Poor customer relationship

Lack of HCL service centers in SMB cluster areas

Less promotional campaigns

Less franchise models

OPPORTUNITIES

Expanding disposable income of people.

A large number of Untapped SMBs are realizing the importance of I.T solutions to gain

an edge in their business.

IT industry booming at a rate of 45% every year

Increasing consumer awareness about IT and its use

Tremendous untapped potential of IT products in India

Tie-ups with various MNCs enable to extract their core competencies

THREATS

Advent of global players entering into India and setting up their manufacturing plants

Entry of MNCs i.e. IBM, Compaq giving direct competition

Inaccurate government database

Increasing competition

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PART - B

STUDY OF THE PROBLEM

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3.1 Statement of the problem

What are the satisfaction levels of business customers and channel partners (or dealers) towards

laptop and desktop computers made by major manufacturers, including HCL?

3.2 Title of the study

Customer Satisfaction towards HCL's and its Major Competitors' Laptop and Desktop

Computers

3.3 Objectives of the study

To know the buying preferences of business customers and dealers for various brands of

laptop and desktop computers.

To learn the degree of importance given to buying attributes (or factors) by the business

customers and channel partners for laptop and desktop computers.

To understand satisfaction levels of business customers and dealers towards major brands

of computers.

To suggest areas of improvements to HCL for laptop and desktop computers.

3.4 Scope of the study

As the data collected from Bangalore (Main area) city, the result cannot correlate to the entire

city, So future researcher may concentrate on other regions.

This project is to improve HCL Infosystems efficiency in the field of marketing and also

to provide best service.

This project is helpful to do project in the concept of customer service and to know the

information about customers expectations and their needs among the product.

The study covers 30 channel partners & 30 business customers in and around Bangalore

city.

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A study of this type could be useful in marketing field.

This helps to analyze the level of satisfaction of business establishment with respect to

computers.

This also helps to know for which aspects customers give importance to buy a computers.

3.5 Operational Definitions

Definitions of Customer Satisfaction

The degree to which a Consumer's expectations are fulfilled or surpassed by a product.

Philip Kotler defines Satisfaction as follows:Satisfaction is a persons feeling of pleasure or disappointment resulting from comparing a

products perceived performance in relation to his or her expectation

Brown defines Consumer Satisfaction as the state in which consumer needs, wants and

expectation throughout the product or service life are met or exceeded resulting in repeat

purchase, loyalty and favorable word of mouth

Consumer satisfaction is a difficult concept to define. However, the following ideas are usually

considered to be fundamental in achieving consumer satisfaction.The product or service must meet consumer needs, wants and expectation for quality and

functionality. It doesnt matter how much advertisement is done or after sales support provided.

A shoddy product that doesnt work or falls apart will disappoint. Service delivered by an

unenthusiastic, moody employee will leave the consumer feeling let down.

Brand

A distinguishing symbol, mark, logo, name, word, sentence or a combination of these items that

companies use to distinguish their product from others in the market. Once a brand has created

positive sentiment among its target audience, the firm is said to have built brand equity. Some

examples of firms with brand equity - possessing very recognizable brands of products - are

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Microsoft, Coca-Cola, Ferrari, Sony, The Gap, HCL and Nokia.

Legal protection given to a brand name is called a trademark.

Business customers

Business customers, also known as industrial customers, purchase products or services to use in

the production of other products. Such industries include agriculture, manufacturing,

construction, transportation, and communication, among others. They differ from consumer

markets in several respects

3.6 RESEARCH METHODOLOGY

The success of the research study depends on the methodology adopted for the study.

Methodology means the science of methods used by the researcher to collect, analyze and

present the information.

And methodology is collection of information which is restored through the primary and

secondary data, interviewing consumer and discussing with the personnel, going through past

records, files of the organization journals, books.

a) Sources of Data

1) Primary Data:The study was carried out in Bangalore. Both qualitative and quantitative

data was useful for interpreting the findings. Primary data sources were useful generally for

implementation of data for various programs and for practical usage. Questionnaires were

prepared which include both open-ended and closed-ended questions. Questionnaires were

administrated personally. The sample size of 60 was chosen for the survey. Use of simple

statistical technique like simple tabulation was used analyzing data, which was tabulated and

classified. It was collected by sample survey of dealers, companies and institutes for computer

products by using structured questionnaire.

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2) Secondary Data: Secondary data source were used for getting information on consumer

satisfaction for which internal records like books, journal, internet and annual reports were used.

b) Type of Research: Exploratory and Descriptive (survey) methods

c) Sampling plan:

1) Sampling units: Dealers, companies and institutes of HCL and competitors laptop &

desktops.

2) Sample size: 30 dealers + 30 business customers.

3) Sampling technique:Nonprobability convenience and Judgment sampling methods

4) Research Instrument: Structured questionnaire.

5) Methods of contact: Personal Interviews

3.7 LIMITATIONS OF THE STUDY

The area for the survey was limited in and around Bangalore (Main area) only.

Limited time allotted for the project was from August 01September 06, 2013.

Some customers were unwilling to provide information.

Due to bias respondents might have given false information which might lead to biased

conclusions.

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Chapter 4

DATA ANALYSIS

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For Business Customers

1. Have you purchased laptop and / or desktop computers in the past three years?

( a ) Yes , Laptop; ( b ) Yes, desktop; ( c ) No, none of the above computers

Table.4.1: Showing purchase behavior of business customer in past three years.

Sl.No Options No of Respondents Percentage

1 Yes , Laptop 24 80%

2 Yes, desktop 28 93%

3

No, none of the above

computers 1 3%

Total Responses= 30

Source: Data compiled from field questionnaire

Note: Multiple responses received from the respondents, hence the total % is more than 100.

Graph.4.1: Showing purchase behavior of business customer in past three years.

Interpretation: From the above table among 30 respondents, 80% of the respondents bought

laptops, 93% of them bought desktops and 3% did not purchase computers in past 3 years

80%

93%

3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes , Laptop Yes, desktop No, none of the abovecomputers

Q1: Have you purchased laptop and / or desktop computers in the past three

years

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