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A project report

On

“CUSTOMER SATISFACTION”
At HCL Infosys Products
(A Survey Conducted at New Delhi)

Submitted in partial fulfillment of the requirement for the

award of the degree of


Master of Business Administration

Submitted by

Name: Deepak Kumar


Roll num: 1505006720
Stream: MBA

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DECLARATION

I, Deepak kumar Student of MBA of the Sikkim manipal university hereby declare

that the Project Report entitled, “Customer Satisfaction of HCL Infosys Products – A

Survey Conducted at New Delhi )” is an original work and the same has not been

submitted to any other institution for the award of any other degree.

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ACKNOWLEDGMENT

Sometimes words fall short to show gratitude, the same happened with
me during this project. The immense help and support received from GIL
overwhelmed me during the project.
It is a great opportunity for me to work with HCL infosys, pioneers in
the field of manufacturing Products, a part of HCL Technologies. I am
extremely grateful to the entire team of HCL infosystem ltd, who have shared
their knowledge with me and without whom the completion of this project
would have been virtually impossible.
My sincere gratitude to C Vijay kumar (chief executive officer and
director, HCL Infosys ) for providing me with the opportunity to work with
HCL infosys ltd as a company project guide who has provided me with the
necessary information and his valuable suggestion and comments on bringing
out this report in the best possible way.
I am highly indebted to C Vijay kumar who has provided me the
necessary information and his valuable suggestions and a good support in
understanding the basics of HCL infosys easily.

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TABLE OF CONTENTS

Chapter-I Introduction towards Topic


Chapter-II Industry Profile
Chapter-III Literature Review
Chapter-IV Research Methodology
Chapter-V Data Analysis and Interpretations
 Suggestions
 Annexures
 Questionnaire
 Bibliography

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PREFACE

This is well known saying “knowledge without application is a waste”.

So it is very necessary to provide the practical knowledge along with

the theoretical knowledge. It is very easy to study the fundamental of

management. But is some how to implement them with in the through of the

actual atmosphere of business. No doubt classroom study is in important part

for the knowledge of Business Environment, but practical exposure provide

some extra knowledge about the rhetorical concept.

My project is directed towards “CUSTOMER SATISFACTION”. For

this I have conducted the survey and find out the relevant information.

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CHAPTER-I
INTRODUCTION TO CUSTOMER SATISFACTION

Customer satisfaction is one of the main objectives of any organization.


Every organization tries to know the customer satisfaction about their
products. So a study on customer satisfaction helps the organization as well
as me to gain a vast knowledge over the real world tastes and preferences of
customer

Whether the buyer is satisfied after purchase depends on the offers


performance in relation to the buyer’s expectations. In general satisfaction is
a person’s feelings of pleasure or disappointment resulting from comparing a
products perceived performance in relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived


performance and expectations. If the performance falls short of expectations,
the customer is dissatisfied. If the performance matches the expectations, the
customer is satisfied. If the performance exceeds expectations, the customer
is highly satisfied or delighted. Many companies are aiming for high
satisfaction because customers who are just satisfied still find it easy to
switch when a better offer comes along. Those who are highly satisfied are
much less ready to switch. High satisfaction or delight creates an emotional
bond with the brand, not just a rational preference. The result is high
customer loyalty. Xerox’s senior management believes that a very satisfied or
delighted customer is worth 10 times as much to the company as a satisfied
customer. A very satisfied customer is likely to stay with Xerox many more
years and buy more than a satisfied customer will.

How do buyers form their expectations? From past buying experience,


friends and associates advice and marketers and competitors information and
promises. If marketers raise expectations too high, the buyer is likely to be

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disappointed, For example, Holiday Inn ran a campaign a few years ago
called ‘No Surprises’ Yet hotel guests still encountered a host of problems,
and Holiday Inn had to withdraw the campaign. However, if the company
sets expectations too low, it won’t attract enough buyers (although it will
satisfy those who do buy).

Some of today’s most successful companies are raising expectations and


delivering performances to match. These companies are aiming for TCS-
total customer satisfaction. Xerox for example, guarantees ‘total satisfaction’
and will replace at its expense any dissatisfied customer’s equipment within a
period of three years after purchase. Cigna advertises “Well never be 100%
satisfied until you are, too.” And one of Honda’s ads says: “One reason our
customers are so satisfied is that we aren’t.” Nissan invites potential infinity
buyers to drop in for a “guest drive” (not a “test drive”) because the Japanese
word for customer is “honored guest.” Look at what high satisfaction can do

Saturn In the late 1980s, Saturn (General Motors’ newest car division)
changed the whole buyer – seller relationship with a New Deal for car buyers
There would be a fixed price (none of the traditional haggling); a 30-day
guarantee or money back; salespeople on salary, not on commission (none of
the traditional hard sell). Once a sale is made, the sales staff surrounds the
new owner for commemorative photo, with everyone smiling. The
company’s fifth anniversary celebration at the Tennessee headquarters was
attended by more than 4000 Saturn from all across the country. Said Saturn’s
president: “Saturn is more than a car it’s a whole new way of doing things, of
working with our customers and with one another.”

A customer’s decision to be loyal or to defect is the sum of many small


encounters with the company. Consulting firm Forum Corporation says that
in order for all these small encounters to add up to customer loyalty,

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companies need to create a “branded customer experience”. Here’s how
Canadian Pacific Hotels, a chain with 27 properties, did just that.

1.2.1 Assuring Customer Satisfaction:

"Those who enter to buy, support me. Those who come to flatter, please me.
Those who complain, teach me how I may please others so that more will
come. Only those who hurt me are displeased but do not complain. They
refuse me permission to correct my errors and thus improve my service." -
Marshall Field.

The attitude of the professional is summed up in this statement. It establishes

the customer as the person to whom you are responsible. Customers support

you; therefore, they deserve VIP treatment.

When your customers are happy, you are happy. When they complain, you
are unhappy, but you examine the complaint calmly and see it as an
opportunity to learn as well as satisfy their needs. The quote echoes the fear
that customers will not vocalize their dissatisfaction, but instead take their
business elsewhere.

There's another quote that's even more important to salespeople and


companies immediately upon making a sale--

"The Sale Begins When the Customer Says...Yes."

In the old days, It used to be, "The Sale Begins When the Customer
Says...NO," but that's a totally Inappropriate attitude to embrace in today's
customer-driven business environment.

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1.2.2 Keeping Your Customers Happy

Since your first concern is customer satisfaction you should be aware of some
emotional stumbling blocks in your path: selective perception, user error and
buyer's remorse.

Selective perception is the process in which a person sees only selected


details from the entire picture. This attention to detail is sometimes petty. For
example, a customer may have a new copying machine that works like a
charm, but he is irritated by the sound of the motor. He focuses only on what
is wrong rather than what is right.

This occurs because buyers expect their purchases to be perfect. Regardless


of the purchase price, they figure that for what they spent, they deserve
perfection. When you encounter someone who practices selective perception,
evaluate the situation to determine if the complaint is reasonable or
exaggerated.

If it is exaggerated, try to resolve the problem by pointing out benefits and


features that compensate. Put the negative detail in a different perspective for
your client so that it becomes one small part of the total picture.

Many sales involve the installation of a new system or piece of equipment,


and the buyer or their employees must be trained to use it. Their successful
use of the equipment depends upon the effectiveness of the training, and it is
imperative that the salesperson follows through after the training period to
make sure the client uses the purchase properly.

It is not uncommon for people to forget 75 percent of what they hear after
two days. This can cause "user error", which will significantly affect the
outcome of your test and may prevent your client from reaching his success
criteria.

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Often a client will be unhappy about a purchase and not realize that it is due
to improper operation. The more complex something is, the more training it
requires using it properly. In the interest of implementing the product
quickly, users may settle for incomplete training or become sloppy in their
application of good training. In any case, look for user error whenever a
success criterion is not reached.

"Buyer's remorse" refers to the regret that a buyer feels after making a
purchase. It could be caused by selective perception, user error, or the client's
error. Whatever the reason, the full benefits of the product are not realized.

Buyer's remorse can also be caused by the economics of the purchase: until
the benefits prove themselves to be cost effective, a buyer regrets having
made the purchase. It is the responsibility of the salesperson to assuage these
fears by assuring the client that his investment is wise and sound. Reiterate
some of the selling points that convinced him to buy it originally, present
data, and put him at ease.

1.2.3 Handling Customer Complaints

Whether your customer's complaint is legitimate or not, follow it up with a


service call. Whenever possible, do it personally instead of sending someone
from the customer service department. It provides the personal service that
your customer appreciates and it may obviate the need for a technician or
serviceman to call. As an alternative, both of you can go together to handle
customer complaints. Keep the following guidelines in mind:

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1. Don't procrastinate making the call.

Often the problem is not as serious as it sounds. Some customers "read the
riot act" when they call about a complaint. A delay in responding will only
irritate your client more.

2. Admit mistakes and apologize.

Just because you made the sale does not mean you can become defensive
about your company, product or service. Even the most reputable companies
make mistakes and have problems with their products. You may want to
restate the customer's complaint to show that you are listening and have an
understanding of the problem.

3. Show compassion for your customer.

Whether the complaint proves to be true or false, show your customer that
you are concerned and will investigate the problem immediately. Help the
customer calm down by saying, "I can understand why you feel the way you
do."

4. Actively listen to your customer's complaint.

Talking will make him feel less anxious about it. Let your customer "vent"
his feelings before you react to the situation. Be sympathetic and encourage
the customer to "blow up." Afterward, he'll feel better; this means he'll be in a
better frame of mind.

5. Don't pass the buck to your company or someone else within it.

This may take the blame off you, but it undermines the integrity and
organization of the company, and your customer will lose confidence in your
firm.

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1.2.4 Maintaining Customer Satisfaction

The philosophy behind maintaining your customers is simple; now that you
have them, maintain them. When you consider the amount of time and money
invested in them, you cannot afford to lose them. This investment goes
beyond your personal expenditures. It also includes your firm's advertising
and marketing costs to reach that particular market segment. Your customers,
therefore, should be treated as if the life of your business depended on them -
which it does!

1.2.5 15 Ways to Keep Your Customer Satisfied

1. Show them that you think of them.

Send them helpful newspaper clippings or articles, cartoons related to their


business and "Here's an idea I thought you'd enjoy" notes. Send your clients
Christmas/New Year's cards, birthday cards, and thank you notes.

2. Drop by to show them new products and brochures and offer additional
services.

Always make an appointment before making your call! Respect your clients'
time as you do your own.

3. Offer a sample gift to enhance the use of your product.

See how they are utilizing your product or service and suggest other ways
that they can benefit from it. They may not be realizing its full potential.

4. Offer "customer discounts" on new products or services to encourage


additional business.

5. When new employees are hired, offer to train them free of charge in the
use of your product.

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6. Repay or compensate them for lost time or money caused by problems
encountered with your product.

If you pinch pennies, your customer may do the same.

7. Be personal.

Record details about your client's life and enter these in your file. It's so much
nicer to say to someone, "How is Bob?" rather than, "How's your husband?"

8. Tell the truth.

Lies have a way of coming back to haunt you.

9. Accept returns without batting an eyelash.

In the long run, they are much less expensive than finding a new customer.

10. Be ethical.

Keep all your information about the account confidential.

11. Be certain that your company follows through on its commitment.

This includes delivery, installation, packaging, and so on.

12. Show your appreciation for their referrals by reporting back to them on
the outcome.

13. If your company has a newsletter, obtain permission from your successful
clients to write about them in it.

Naturally, you would send them a copy.

14. Keep track of their results with your product and meet periodically to
review the entire picture (their business, industry, trends, competition, etc.)

15. Keep the lines of communication forever open.

As in any relationship, you must be able to exchange grievances, ideas


praises, losses, and victories.

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What all of this comes down to is that you should be willing to "go the extra
mile" for your accounts. They extra effort you expend now will be repaid
handsomely in the future.

The bottom line in maintaining your clients is service, service and more
service. Be there for your customers and they'll want to stick with you. If you
meet their needs, they'll think twice before switching to another company,
even if they've voiced some serious concerns. "Make new clients, but keep
the old. One is silver and the other gold." Develop the "gold" you have and
the silver may take care of itself.

1.2.6 Customer satisfaction measurement:

In the final phase of the project, research findings will be used to build a
model of customer satisfaction management for each customer segment.
Ultimately, QIC will be able to give its members an objective measurement
of the industry's quality as perceived by the customer. That overall index will
serve as a benchmark on the state of quality for the P/C industry. Members
will also be able to use this information to determine which areas of product
and service performance have the greatest impact on overall quality, and will
be able to target improvement efforts in an informed and efficient manner.
For the first time, the industry as a whole will have addressed customer-
perceived value, as other sectors of the U.S. economy have done.

"Voice of the system" preliminary research results

Surveys and in-depth interviews with industry leaders revealed general


agreement that the market is in a tumultuous state, with pricing very soft for
all but the most catastrophic coverage. As revenue thins, expense concerns
rise. Leaders cite inefficiencies in technology and product delivery both
within and across firms. Coupled with this internal change, customer
demands and expectations for value and service continue to evolve.

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The senior managers expressed genuine concern for customer-perceived
quality and value, as well as the need to better understand and measure it.

1.2.7 Customer Satisfaction in 7 Steps


It's a well-known fact that no business can exist without customers. In the
business of Website design, it's important to work closely with your
customers to make sure the site or system you create for them is as close to
their requirements as you can manage. Because it's critical that you form a
close working relationship with your client, customer service is of vital
importance. What follows are a selection of tips that will make your clients
feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a
customer. If you're not used to this sort of thing it can be a pretty nerve-
wracking experience. Rest assured, though, it does get easier over time. It's
important to meet your customers face to face at least once or even twice
during the course of a project.

My experience has shown that a client finds it easier to relate to and work
with someone they've actually met in person, rather than a voice on the phone
or someone typing into an email or messenger program. When you do meet
them, be calm, confident and above all, take time to ask them what they need.
I believe that if a potential client spends over half the meeting doing the
talking, you're well on your way to a sale.

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2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days
for a response to an email or phone call. It might not always be practical to
deal with all customers' queries within the space of a few hours, but at least
email or call them back and let them know you've received their message and
you'll contact them about it as soon as possible. Even if you're not able to
solve a problem right away, let the customer know you're working on it.

A good example of this is my Web host. They've had some trouble with
server hardware which has caused a fair bit of downtime lately. At every step
along the way I was emailed and told exactly what was going on, why things
were going wrong, and how long it would be before they were working again.
They also apologies repeatedly, which was nice. Now if they server had just
gone down with no explanation I think I'd have been pretty annoyed and may
have moved my business elsewhere. But because they took time to keep me
informed, it didn't seem so bad, and I at least knew they were doing
something about the problems. That to me is a prime example of customer
service.

3. Be Friendly and Approachable

A fellow Site Pointer once told me that you can hear a smile through the
phone. This is very true. It's very important to be friendly, courteous and to
make your clients feel like you're their friend and you're there to help them
out. There will be times when you want to beat your clients over the head
repeatedly with a blunt object - it happens to all of us. It's vital that you keep
a clear head, respond to your clients' wishes as best you can, and at all times
remain polite and courteous.

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4. Have a Clearly Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly
defined customer service policy is going to save you a lot of time and effort
in the long run. If a customer has a problem, what should they do? If the first
option doesn't work, then what? Should they contact different people for
billing and technical enquiries? If they're not satisfied with any aspect of your
customer service, whom should they tell?

There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what
to do at each stage of their enquiry should be of utmost importance. So make
sure your customer service policy is present on your site -- and anywhere else
it may be useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalized sign-up confirmation
email for a service that you could tell was typed from scratch? These little
niceties can be time consuming and aren't always cost effective, but
remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers,
it's something. It shows you care; it shows there are real people on the other
end of that screen or telephone; and most importantly, it makes the customer
feel welcomed, wanted and valued.

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6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them
Out

Sometimes this is easier said than done! However, achieving this supreme
level of understanding with your clients will do wonders for your working
relationship.

Take this as an example: you're working on the front-end for your client's
exciting new ecommerce endeavor. You have all the images, originals and
files backed up on your desktop computer and the site is going really well.
During a meeting with your client he/she happens to mention a hard-copy
brochure their internal marketing people are developing. As if by magic, a
couple of weeks later a CD-ROM arrives on their doorstep complete with
high-resolution versions of all the images you've used on the site. A note
accompanies it, which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted
to provide you with large-scale copies of the graphics I've used on the site.
Hopefully you'll be able to make use of some in your brochure."

Your client is heartily impressed, and remarks to his colleagues and friends
how very helpful and considerate his Web designers are. Meanwhile, in your
office, you lay back in your chair drinking your 7th cup of coffee that
morning, safe in the knowledge this happy customer will send several
referrals your way.

7. Honor Your Promises

It's possible this is the most important point in this article. The simple
message: when you promise something, deliver. The most common example
here is project delivery dates.

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Clients don't like to be disappointed. Sometimes, something may not get
done, or you might miss a deadline through no fault of your own. Projects can
be late, technology can fail and sub-contractors don't always deliver on time.
In this case a quick apology and assurance it'll be ready ASAP wouldn't go
amiss.

Conclusion

Customer service, like any aspect of business, is a practiced art that takes

time and effort to master. All you need to do to achieve this is to stop and

switch roles with the customer. What would you want from your business if

you were the client? How would you want to be treated? Treat your

customers like your friends and they'll always come back.

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CHAPTER-II
INDUSTRY PROFILE

In India, there are so many companies, which manufacture IT

Products. The main competitors of HCL are around 5 companies, which

manufacture IT Products. They are as under:

 DELL

 SONY

 SAMSUNG

 LENOVO

 APPLE

Over years competition has increased considerably with

mushrooming of several manufactures in every state consequently resulting

in pressure on profitability.

HCL infosys Limited has introduced completely self-protected

Products again as a part of strategy to fight competition and obtained a

sizable share of market.

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Company profile:

At a time when India had a total of just 250 computers, Shiv Nadar, the
founder of HCL, led a young team of eight people who passionately believed
in the growth of the IT industry. That vision in 1976, born out of a Delhi
“barsaati”, (akin to a garage start-up), resulted three and a half decades later
into a global transformational technology enterprise.

Over the years, HCL witnessed many firsts which legitimized its status as a
pioneer in modern computing providing innovative technology solutions. The
most significant of these was the development of the first indigenous micro-

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computer in 1978 - at the same time as Apple and three years before IBM's
PC. This micro-computer virtually gave birth to the Indian computer industry.
The 80's saw HCL developing several know-hows in multiple areas of
technology. HCL's in-depth knowledge of UNIX led to the development of a
fine grained multi-processor UNIX in 1988 - three years ahead of Sun and
HP.

HCL’s journey of 35 years has been truly transformational with the enterprise
creating valuable Joint Ventures and alliances with marquee partners such as
Hewlett Packard, Cisco, Perot Systems, Deutsche Bank and NEC
Corporation, amongst others, to drive strategic growth.

After a strong focus on manufacturing for over two decades, HCL


Technologies was spun off as the software services and information
technology company of the enterprise, with listing in 1999.

Presently, HCL Enterprise comprises two companies listed in India, HCL


Technologies (www.hcltech.com) and HCL Infosystems
(www.hclinfosystems.in). Over a period of time, both HCL Infosystems and
HCL Technologies have emerged as institutions in their own right with HCL
Technologies emerging as a leading software development company in the IT
services sector.

Today, HCL is a $6.2 billion leading global technology and IT enterprise


comprising two companies listed in India - HCL Technologies and HCL
Infosystems. Founded in 1976, HCL is one of India's original IT garage start-
ups. A pioneer of modern computing, today, HCL is a global transformational
outsourcing company. Its range of offerings includes product engineering,
custom & package applications, BPO, IT infrastructure services, IT hardware,
systems integration, and distribution of information and communications

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technology (ICT) products across a wide range of focused industry verticals.
The HCL team consists of over 95,000 professionals of diverse nationalities,
who operate from 26 countries including over 500 points of presence in India.

HCL Infosystems has a long standing history of being involved ever since the
inception of the IT Industry in the country. When government was seeking
collaboration, HCL Infosystems were one of the first to partner in laying
down the IT infrastructure in India from something as basic as introducing a
computer in the remotest part of the country. In a developing country like
ours where we are leapfrogging to match the pace of developed global
economies, ICT is rapidly becoming the core of any intelligent infrastructure
and HCL Infosystems has developed customised & efficient system
integration solutions designed to fuel the Indian growth engine. With
relentless efforts to fuel the PC market, HCL Infosystems has been acting as a
catalyst for affordable & economical computing.

Today HCL Infosystems has become one of the leading System Integration
Company in the country, implementing several turnkey Systems and
Networking Integration projects nationwide and across most of the vertical
business segments. HCL Infosystems is uniquely poised today in the market
making it the only company with India as its primary focus, offering state of
the art technology solutions to empower a host of Defence, Homeland
Security frameworks, social sectors and government schemes for Nation
building. HCL Infosystems has being powering numerous projects across
sectors like Defence, Homeland Security, Airport & Railways Intelligent
Infrastructure, Telecom, Banking, Public Distribution System, E-governance,
Education, NREGA etc. With global expansion and sharing best practices
with the world and in particular developing markets, the company is today
strategically expanding in markets like Middle East, Southeast Asia and

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Africa. The company has developed more than 30 IP products to serve
different segments of the markets backed by various hardware and software
services.

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,
HCL’s award winning Support Services makes it the preferred choice of
enterprise and consumers alike. HCL Infosystems has a 100% subsidiary that
addresses the physical security technology system integration market. The
subsidiary leverages technology to build a security framework called ‘Safe
State’ that safe guard’s life, infrastructure & society.

COMPANY

Copyright 2015 HCL Infosystems Limited

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VISION AND MISSION STATEMENT

VISION
"To be the technology partner of
choice for forward looking
customers by collaboratively
transforming technology into
business advantage."

Mission
"We will be the employer of
choice and the partner of choice
by focusing on our stated values
of Employees First, Trust,
Transparency, Flexibility and
Value Centricity."

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HCL INFOSYSTEMS LTD.

HCL Infosystems Ltd. is India’s Premier Distribution and IT Services and


Solutions Company. HCL Infosystems’ has one of the largest sales &
distribution network in the country and provides value added distribution for
partners including last mile connect and support in marketing and promotions
for Telecom, IT , Office Automation and Consumer Electronics products
covering more than 15000 towns across 664 districts in India. Our
distribution business has an unparalleled network that reaches more than
100,000 retail outlets, over 800 Direct and Micro Distributors and over 12400
Channel Partners across India.

In the services space the Company has robust services offerings such as a
comprehensive portfolio of Infrastructure Managed Services, Enterprise
Application Services, System Integration Services, Office Automation
Services, Managed Print Services, Life Cycle Services and After-Sales
Support Services. HCL Learning, the Company’s learning solutions business,
serves the entire spectrum of education and training requirements across
schools colleges, individuals and enterprises and offers Digital Content &
Learning Solutions.

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AWARDS AND RECOGNITIONS
Year 2013-14
 Awarded PC Quest Best IT Implementations of the Year 2013 under
the category Best Education Project (Silver) for eNBA. The project
has brought complete transparency and reduced the accreditation
process time from 1.5 years to 4 months for higher educational
institutions seeking accreditation
 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 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.
 Bagged the prestigious Golden Peacock Eco Innovation Award 2013
for 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
 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 India’s first state-of-the-art Border Check Post (BCP)
project undertaken by the Maharashtra Government.

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 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. 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.
 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.
 HCL Digischool wins ‘Best Smart Classroom Solution Provider’ at
the prestigious Shiksha Ratan Award - State Education Summit 2013

Year 2012-13
 HCL My EduTab wins ‘Best Tablet Providers in Education’ Award at
the World Education Awards 2012.
 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.
 Featured among the Top 10 Brands. Ranked over Sony, Apple,
Lenovo, Acer and Toshiba in the Laptop category by Economic Times.
 Bagged the “Winner Award” for driving “Asha Growth” at the Nokia
IMEA Partner Conference in Berlin
 HCL Learning wins 7th eINDIA Jury Award for the 'Best Open and
Distance Learning Practices in Higher Education'

31
 HCL Institute Management System awarded the 'Best Cloud based
Education Institute Management System', at the B-School Excellence
Awards 2012
 HCL Digicampus wins 'Best Technology Based Solution for Higher
Education Institutes' at the National Awards presented by Star News
 HCL Digischool wins 'Best ICT Enabled Content for K 12 Education'
at National Education Awards presented by Star News
 HCL Infosystems ranked No.1 for IT Services in DQ-CMR CSA 2012
 HCL Desktops rated No. 1 in the Dataquest Channels – CyberMedia
Research Channel Satisfaction Survey.

Year 2011-12
 First ever HCL flagship store launched in Delhi-NCR
 Launches India’s first BEE-Star compliant laptop
 Launches its new sleek Next-Gen ME Tablet, the X1
 Rated No. 20 in the Great Place to Work Survey
 Wins Skoch Digital Inclusion Award in the Technology in Service
Delivery category for successful implementation of Kohlapur
Municipal Corporation e-Governance Project
 'No. 1 Employer of the Year’ by DQ-CMR Best Employer Survey –
2011
 Wins DDI’s ‘Grow your own Leaders’ award for overall management
culture and effectiveness of the organization’s talent management
system.
 Bags the VARIndia 2011 award for ‘Best Projector DLP (Infocus)’,
‘Best PC Indian Brand’ and ‘No. 1 Distributor’.

32
33
CHAPTER-III

LITERATURE REVIEW

Doing the survey, it was really an opportunity before me when I could


convert my theoretical knowledge into practical and of real world type.
Fortunately, the company I got is a true follower of the various principles of
management and also one of the leading companies in its segment of the
industry. HCL Infosystems Ltd is one of the renowned names in the Software
and Hardware sector of computer industry.

The graph of sales of these respective product lines is the best in the industry
as compared to their competitors. I did my summer training project at HCL
Infosystem, where I found all the professionals are very much committed to
their work as well as they were all professionals enough. This helped me a lot
in getting a good deal of exposure. As I had to consult the Channel partners, I
felt myself, in the beginning, in a bit problem. But the cooperation of my
superiors at the work induced confidence in me to deal with my problems
whenever they came.

Customer satisfaction is an ambiguous and abstract concept and the actual


manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the organizations
products. Because satisfaction is basically a psychological state, care should

34
be taken in the effort of quantitative measurement. These ten domains of
satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of Access,
Environment, Inter-departmental Teamwork, Front line Service Behaviors,
Commitment to the Customer and Innovation. These factors are emphasized
for continuous improvement and organizational change measurement and are
most often utilized to develop the architecture for satisfaction measurement
as an integrated model. The basis for the measurement of customer
satisfaction is by using the gap between the customers expectation of
performance and their perceived experience of performance. This provides
the measurer with a satisfaction "gap" which is objective and quantitative in
nature customer satisfaction equals perception of performance divided by
expectation of performance. Marketers in recent times have realized the
importance of marketing orientation, and this is being reflected in the
application of marketing mix elements. Consumer’s needs are fundamental to
the formulation of any marketing strategy, from developing a communication
plan. It may be worthwhile to explore the intricate aspects of Customer
satisfaction level which focuses on ‘consumer needs’. These concepts enable
marketers to analyze the acceptability of strategies planned by them.
Even though we cannot know everything that is to be known, we do need
some in depth knowledge about the consumers, starting with who is he. Is
there a real Indian customer or there is a set of stereotype. All the
conventional wisdom in market research tends to favor the view that that
there are distinct types, and we need to isolate them according to some
parameter and label them. Customer satisfaction as the key element for
success in business is a major concern for any industry. In this paper I have
tried to propose a how customer satisfaction level can affect the performance
of an organization. Customer satisfaction, a business term, is a measure of
how products and services supplied by a company meet or surpass customer

35
expectation. It is seen as a key performance indicator within business and is
part of the four perspectives of a Balanced Scorecard. In a competitive
marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of
business strategy. There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms. Measuring
customer satisfaction Organizations are increasingly interested in retaining
existing customers while targeting non-customers; measuring customer
satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace. Selecting Target
Market A review of marketing opportunities often helps in identifying
distinct consumer segments with very distinct wants and needs. Identifying
these groups, learning how they behave and how they make their purchase
decisions enables the marketer to design and market products or services
particularly suited for their wants and needs.

36
OBJECTIVES OF STUDY

Primary objective:

 To study about the satisfaction of the Customers of HCL

Technologies Limited.

Secondary objective:

1. To analyze the awareness of products of HCL Technologies

Limited.

2. To study about the price which can attract the consumers?

3. To study about the various promotional activities that influences the

consumer.

To analyze the opinion of customers about storage and Packing.

37
38
CHAPTER-IV

RESEARCH METHODOLOGY

Research is defined as human activity based on intellectual application


in the investigation of matter. The primary aim for applied research is
discovering, interpreting, and the development of methods and systems for
the advancement of human knowledge on a wide variety of scientific matters
of our world and the universe. It is exploratory and often driven by the
researcher’s curiosity, interest, and intuition. It is conducted without any
practical end in mind, although it may have unexpected results pointing to
practical applications.
“Research means search for knowledge” some times it may refer to a
scientific and systematic search for pertinent information on a specific topic.
In fact research is an art of scientific investigation.

Red men and man define research as a


“Systematized effort to gain knowledge”.

TYPES OF RESEARCH:
To accomplish the objective of the study, descriptive research design is
adopted to collect the data from the consumers of the different brands.
Descriptive research simply describes things such as demography
characteristics of consumers who use the product. The descriptive study is
typically concerned with determining frequency with which same thing
occurs. This study is typically guided by initial hypothesis.

39
DATA COLLECTION METHODS:
To accomplish the objective of the study, descriptive research design
is adopted to collect the data from the consumers of the different brands.
Descriptive researches simply describe things such as demography
characteristics of consumers who use the product. The descriptive study is
typically concerned with determining frequency with which same thing
occurs. This study is typically guided by initial hypothesis.
For any research these two types of data are necessary:
1. Primary data
2. Secondary data
Primary Data:

For this project the primary data is collected in four ways:

a) Through observations

b) Through discussion ( Department Heads & Executives )

c) Through questionnaires

d) Through Sampling procedure

Secondary Data:
The secondary data is collected from various sources available with
in the organization like,

a) Organizational web site

b) Company Past records

c) Library books

d) Internet

e) Annual reports

40
f) Consulting administrative staff.

g) Consulting marketing Managers

SAMPLING:
“Sampling may be defined as the selection of an aggregate or totally
on the basis of which a judgment of reference about the aggregate of totally
is made. “Sampling is used in conducting surveys and in studying various
problems concerning production management, time and motion studies,
market research, various areas of accounting and finance and the like.
 Sample size:
For the project 50 customers were taken into consideration and they
were selected on the random basis.
 Method of sampling:
The method of sampling, which selected, is “non probability
convenience sampling “. In this method the sample insights are chosen
primarily on basis of my convenience.
The sample technique adopted for carrying out the survey is
stratified random.

STATISTICAL TOOLS:
Statistical techniques are to obtain findings and average information
in logical sequence from the raw data collected. After tabulation of data
research have used the following quantitative technique.

 Percentage analysis
 Charts

41
 PERCENTAGE ANALYSIS
Percentage refers to special kind of ratio. This method is used as
making comparsion between two or more services of data. Persenatage are
used to decidable relationship. Persentage can also used to compare thge
relative terries, the distribution of two or more services of data
 CHARTS
Bar charts and pie charts are used to get a clear look at the tabulated
data.

42
NEED FOR THE STUDY

The need for the study of HCL Technologies Ltd taken place of consumer
perception will help the organization in determining their products as well as
promotion programs.
The project work is concerned with the study of market potential of HCL
Technologies Limited.
It is obvious that the HCL Technologies Limited, products are used in
various places with in the country. The various features established for the Products
are more important.
The Products are used in various places viz. Industries, State Electricity
Boards, Railways etc. Majority of the HCL Technologies Products are exported to
various states in the country.
Marketing research takes very vital role in knowing and understanding
customer needs and behaviors. Keeping in view the importance of customer
satisfaction in creating and monitoring the potential and present customers. So it
made to undertake the study of the industrial profile, especially satisfaction towards
Products in various electricity boards.
So the survey deals with this every aspect of finding the reasons for
unacceptability of HCL Products. Whether the factors assessed by the management
have any influence on its failure and if so to what extent?

43
The need for the study of HCL Technologies Ltd taken place of consumer
perception will help the organization in determining their products as well as
promotion programs.
The project work is concerned with the study of market potential of HCL
Technologies Limited.
It is obvious that the HCL Technologies Limited, products are used in
various places with in the country. The various features established for the Products
are more important.
The Products are used in various places viz. Industries, State Electricity
Boards, Railways etc. Majority of the HCL Technologies Products are exported to
various states in the country.
Marketing research takes very vital role in knowing and understanding
customer needs and behaviors. Keeping in view the importance of customer
satisfaction in creating and monitoring the potential and present customers. So it
made to undertake the study of the industrial profile, especially satisfaction towards
Products in various electricity boards.
So the survey deals with this every aspect of finding the reasons for
unacceptability of HCL Products. Whether the factors assessed by the
management have any influence on its failure and if so to what extent The
scope of the study includes current market potential of Products with
special reference to HCL Technologies Limited. The research is useful
for the company to take necessary steps for maintaining and improving
Products market.
1. This study is useful to analyze the market performance of Products.
2. Information about consumer perception on different brands of
Products.
3. This study gives information about consumer awareness on HCL
Technologies Limited.

44
4. This study is useful to know the impact of brand advertisement and
consumers.
5. To find out market potential based on age and qualification.
6. This study is useful to know the satisfaction level with different
attributes of HCL Technologies Limited.
7. The study is useful to know the consumer preference and their
reasons to prefer HCL Technologies Limited.

45
LIMITATIONS OF THE STUDY

The limitations occur when the project is done at HCL Technologies


Limited.

1. Method of data collection was through personal interview


and therefore personal bias becomes a major limitation.

2. Due to the time constraints only a sample of 100 were


interviewed, hence the data collected may not be a representative of
the entire population

3. The scope of study is restricted only to the twin cities.

4. The respondents have answered the questionnaire with their level of


knowledge that may not be indicative of the actual situation.

5. Even though enough care was taken to make research error-free some
errors may have crept in.
6. Non-availability of the consumers at the time when the survey was
conducted

7. The sample size was restricted because of less private buyers.

8. Only the Industries are using the Products.

9. Not all the respondents answered in an unbiased manner.

10.Access to all the records and files of the company were not possible
at all the times.

11.Interaction with higher-level officials was limited due to their very


busy schedules.

46
47
CHAPTER-V

DATA ANALYSIS AND INTERPRETATIONS

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Quality of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 32 64%

Good 13 26%

Fair 5 10%

Poor - -

Total No. of Respondents 50 100%

Analysis:

From the above it can be observed that

64% of the customers are feeling that the quality is Excellent,

26% of the customers feel that the quality is good,

10% of the customers feel that the quality is fair,

None of them are there to say Quality is not good.

Inference:

The above analysis depicts that the majority of the customers feel that the

quality of HCL infosystem Limited Products is Excellent.

48
CHART ANALYSIS:
No of respondents

Excellent Good Fair Poor

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents

No’ of respondents.

Inference:

The above analysis depicts that the majority of the customers feel that the

quality of HCL infosystem Limited Products is Excellent.

Conclusion:

As most of the customers of the firm perceive the quality of the

products to be excellent, the firm should ensure to maintain the same standards.

This action will increase the loyalty of the customers towards the firm and its

products

49
1. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Features of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 31 62%

Very Good 11 22%

Good 8 16%

Poor - -

Total No. of Respondents 50 100%

Analysis:

From the above it can be observed that,

62% of the custmers are feeling that the features of Insulators is Excellenet,

22% of customers are feeling that the features of Insulators is very good, and

16% of them are the opinion that the features of Products is good. However, there

are no respondents to quote the features of Products are poor.

Inference:

The above analysis depicts that majority of the customers feel that the

overall efficiency of HCL infosystem Ltd Products is satisfactory.

50
CHART ANALYSIS:

No of respondents

Excellent Good Fair Poor

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that majority of the customers feel that the

overall efficiency of HCL infosystem Limited Products is satisfactory.

Conclusion:

As most the customers are of the opinion that the efficiency of the firms

products is good, the company should ensure to continue the same standards of

efficiency further.

51
2. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Packing of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 18 36%

Good 21 42%

Satisfaction 9 18%

Dissatisfaction 2 4%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

36% are feeling that HCL Technologies packaging is Excellent,

42% are feeling that the HCL Technologies packing is good,

18% are feeling that the HCL Technologies Packaging is Satisfactory and

4% of the customers are dissatisfied with the packing.

Inference:

The above analysis depicts that the majority of customers feel that the

packaging of HCL infosystem Limited Products is good.

52
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

packaging of HCL infosystem Limited Products is good.

Conclusion:

The firm should take certain necessary steps to give even better packaging

than the existing one to completely wipe out the dissatisfied customers. However

by giving better packaging to products customers will be satisfied to the hilt.

53
3. AWARENESS ON ALL PRODUCTS OF PRODUCTS.

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Awareness of all HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Well aware 22 44%

More aware 16 32%

Few known 12 24%

Don’t know - -

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

44% are well aware about the HCL Technologies products,

32% are more aware about the HCL Technologies products,

18% are few known about the HCL Technologies products, and

No one has in the list of Don’t about HCL products.

Inference:

The above analysis depicts that the majority of customers aware about the

HCL infosystem Limited Products.

54
CHART ANALYSIS:

No of respondents

Well aware More aware Few known Don’t know

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers awre about the

HCL infosystem Limited Products.

Conclusion:

Firm should aware the people about our products. This will improves the

firms credibility as well as it will changes the most known customers to well known

customers. Then automaticlly it will leads to sales promotion.

55
4. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR

PRODUCTS ON THE MARKET

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Ranking of HCL

infosystem Ltd Products on the market.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 22 44%

Good 16 32%

Satisfaction 10 20%

Dissatisfaction 2 4%

Total No. of Respondents 50 100%

Analysis:

From the above we can observed that,

44% are feeling that HCL Technologies Ranking in market is Excellent,

32% are feeling that the HCL Technologies Ranking in market is good,

20% are feeling that HCL Technologies Ranking in market is Satisfactory and

4% of the customers are dissatisfied with the Ranking in market.

Inference:

The above analysis depicts that the majority of customers feel that the

Ranking of HCL infosystem Limited Products is Excellent.

56
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Ranking of HCL infosystem Limited Products is Excellent.

Conclusion:

The firm should take certain necessary steps to give even better Ranking

than the existing one to completely wipe out the Market standards. However by

giving better Ranking to products customers will be satisfied to the hilt.

57
5. HOW ABOUT THE RELIABILITY TO OUR PRODUCTS?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Reliability of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 20 40%

Good 20 40%

Satisfaction 8 16%

Dissatisfaction 2 4%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

36% are feeling that Reliability on HCL Technologies products are Excellent,

42% are feeling that Reliability on HCL Technologies products are good,

18% are feeling that Reliability on HCL Technologies products are fair, and

4% of the customers are dissatisfied with the Reliability.

Inference:

The above analysis depicts that the majority of customers feel that the

packaging of HCL infosystem Limited Products is good.

58
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority are feel that the Reliability of

HCL infosystem Limited Products is Excellent & Good.

Conclusion:

The firm should take certain necessary steps to give even better Reliability

than the existing one to completely wipe out the dissatisfied customers. However

by giving better Reliability to products customers will be satisfied to the hilt.

59
6. WHAT ABOUT THE COMPATIBILI OF OUR PRODUCTS?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Compatibility of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 22 44%

Good 20 40%

Satisfaction 8 10%

Dissatisfaction 0 0%

Total No. of Respondents 50 100%

Analysis:

From the above we can observe that,

36% are feeling that HCL Technologies Compatibility is Excellent,

42% are feeling that the HCL Technologies Compatibility is good,

18% are feeling that the HCL Technologies Compatibility is Satisfactory and

4% of the customers are dissatisfied with the Compatibility.

Inference:

The above analysis depicts that the majority of customers feel that the

Compatibility of HCL infosystem Limited Products is Excellent.

60
CHART ANALYSIS:
No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Compatibility of HCL infosystem Limited Products is good.

Conclusion:

The firm should take certain necessary steps to give even better

Compatibility than the existing one to completely wipe out the dissatisfied

customers. However by giving better Compatibility to products customers will be

satisfied to the hilt.

61
7. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Pricing of HCL

infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Very High 23 46%

High 15 30%

Reasonable 12 24%

Low - -

Total No. of Respondents 50 100%

Findings:

From the above graph we can be observed that,

46% of the custmers are feeling that product price is very high,

30% of them feel that the price of the product is high,

24% of them feel that the price is reasoable &

None of them are of the opinion that the price is low.

Inference:

The above analysis depicts that majority of the customers feel that price of

the product is abnormal or very high.

62
CHART ANALYSIS:

No .of Respondents

Very High High Reasonable Low

Opinion of the respondents

In the above graph, x-axis represents opinion and y-axis represents No. Of

respondents.

Inference:

The above analysis depicts that majority of the customers feel that price of

the product is abnormal or very high.

Conclusion:

Since most of the customers strongly feel that the prices of the products are

high, the firm should reduce the prices to affordable level. This will lead to increase

in sales and will enhance the customer satisfaction levels.

63
8. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO

YOU?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Distributing channels

of HCL infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Most available 16 32%

More available 18 36%

Available 10 20%

Not available 6 12%

Total No. of Respondents 50 100%

Analysis:

From the above we can observe that,

32% Distributing channels are Most available to the customers,

36% Distributing channels are More available to the customers,

20% Distributing channels are Available to the customers and

12% Distributing channels are Not available to the customers.

Inference:

The above analysis depicts that the majority of customers feel that the

Distributing channels are More available.

64
CHART ANALYSIS:

No of respondents

Most available More available Available Not available

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Distributing channels are More available.

Conclusion:

The firm should take certain necessary steps to give even better Distributing

channels than the existing one to completely wipe out the dissatisfied customers.

However by giving better Distributing channels to customers will be satisfied to

the hilt.

65
9. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND

OUR COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Delivery rate of Time

performance & Commitment.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 18 36%

Good 21 42%

Satisfaction 9 18%

Dissatisfaction 2 4%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

36%, Delivery rate of Time performance & Commitment is Excellent,

42%, Delivery rate of Time performance & Commitment is Good,

18%, Delivery rate of Time performance & Commitment is Satisfied, and

4%, Delivery rate of Time performance & Commitment is Dissatisfied,

Inference:

The above analysis depicts that the majority of customers feel that the

Delivery rate of Time performance & Commitment is good.

66
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Delivery rate of Time performance & Commitment is good.

Conclusion:

The firm should take certain necessary steps to give even better Delivery

rate of Time performance & Commitment than the existing one to completely wipe

out the dissatisfied customers. However by giving better Delivery rate of Time

performance & Commitment to customers will be satisfied to the hilt.

67
10. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Working nature of

HCL infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 30 60%

Good 15 30%

Satisfaction 5 10%

Dissatisfaction - -

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

60% are feeling that Working nature products are Excellent,

30% are feeling that Working nature products are good,

10% are feeling that Working nature products are Satisfactory and

No customers are dissatisfied with the Working nature.

Inference:

The above analysis depicts that the majority of customers feel that the

Working nature of HCL infosystem Limited Products is good.

68
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Working nature of HCL infosystem Limited Products is good.

Conclusion:

The firm should take certain necessary steps to give even better Working

nature than the existing one to completely wipe out the dissatisfied customers.

However by giving better Working nature to products customers will be satisfied

to the hilt.

69
11. DO YOU FELL THE STYLE AND ATTRACTIVENESS TO OUR

WEBSITE?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Style &

Attractiveness of HCL infosystem Ltd Website.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 18 36%

Good 16 32%

Satisfaction 9 18%

Dissatisfaction 7 14%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

36% are feeling that Style & Attractiveness of HCL s Website is Excellent,

32% are feeling that Style & Attractiveness of HCL s Website is Good,

18% are feeling that Style & Attractiveness of Website is Satisfactory and

14% of the customers are dissatisfied with the Style & Attractiveness of Website.

Inference:

The above analysis depicts that the majority of customers feels that the Style

& Attractiveness of Website is Excellent.

70
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feels that the Style

& Attractiveness of Website is Excellent.

Conclusion:

The firm should take certain necessary steps to give even better Style &

Attractiveness of Website than the existing one to completely wipe out the

dissatisfied customers. However by giving better Style & Attractiveness of

Website to customers will be satisfied to the hilt.

71
12. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION

THAT YOU NEED?

PERCENTAGE ANALYSIS:

This table shows the customers opinion concerning the Information provided

by the Website of HCL Technologies.

OPINION NO. Of RESPONDENTS PERCENTAGE

Excellent 25 50%

Good 20 40%

Satisfaction 5 10%

Dissatisfaction 0 0%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

50% are feeling that Information provided by the HCL s Website is Excellent,

40% are feeling that Information provided by the HCL s Website is Good,

10% are feeling that Information provided by the HCL s Website is Fair and

None of them are bad about the Information provided by the HCL s Website.

Inference:

The above analysis depicts that the majority of customers feel that the

Information provided by the HCL s Website is Excellent.

72
CHART ANALYSIS:

No of respondents

Excellent Good Satisfaction Dissatisfaction


Opinion of the respondents:

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that the

Information provided by the HCL s Website is Excellent.

Conclusion:

The firm should take certain necessary steps to give even better providing

information in the Website than the existing one to completely wipe out the

dissatisfied customers. However by giving better providing information in the

Website to customers will be satisfied to the hilt.

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13. DO YOU NEED TECHNICAL IMPROVEMENT TO PRODUCTS

PRODUCTS?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the need of technological

improvement of HCL infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Lot of need 8 16%

More need 6 12%

Fair need 20 40%

No need 16 32%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

16% are feeling that there is lot of need in technological improvement,

12% are feeling that there is more need in technological improvement,

40% are feeling that there is fair need in technological improvement, and

32% of them are felt that there is no need in technolgical improvement.

Inference:

The above analysis depicts that the majority of customers feel that there is

some fair need in technolgical improvement.

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CHART ANALYSIS:

No of respondents

Lot of need More need Fair need No need

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers feel that there is some

fair need in technolgical improvement.

Conclusion:

The firm should take certain necessary steps to give better Technology than

the existing one to completely wipe out the dissatisfied customers. However by

giving better Technology to products customers will be satisfied to the hilt.

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14. WHICH ADVERTISING MEDIA IS ATTRACTED TO YOU MOST?

PERCENTAGE ANALYSIS:

This table shows the customer opinion concerning the Attracted Advertising

Media of HCL infosystem Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

Journals 12 24%

Newsletters 13 26%

Own Website 11 22%

B2B Portals, Other famous sites 14 28%

Total No. of Respondents 50 100%

Analysis:

From the above we can be observed that,

24% are Attracted by the Journals of HCL Technologies,

26% are Attracted by the Newsletters of HCL Technologies,

22% are Attracted by the Own Website of HCL Technologies, and

28% are Attracted by the B2B Portals & Other famous sites.

Inference:

The above analysis depicts that the majority of customers Attracted by the

B2B Portals & Other famous sites like Alibaba, Google.

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CHART ANALYSIS:
No of respondents

Journals Newsletters Own Website B2B Portals,


Other famous sites

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the majority of customers Attracted by the

B2B Portals & Other famous sites like Alibaba, Google.

Conclusion:

The firm should take certain necessary steps to attract by the even better

Advertising Media than the existing one to completely wipe out the dissatisfied

customers. However by improving better Advertising media to customers will be

satisfied to the hilt.

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15. DOES OUR MATERIALS IN OUR HCL INFOSYSTEM LTD BE KEPT

MOST UP-TO-DATE?

PERCENTAGE ANALYSIS:

This table shows the customers who need the Up to date of HCL infosystem

Ltd Products.

OPINION NO. Of RESPONDENTS PERCENTAGE

WHO NEED

Technology 14 28%

Advertising 18 36%

Testing 9 18%

Storing 2 4%

Packaging 8 16%

Analysis:

From the above we can observe that,

28% are needed of Technology of HCL Technologies products,

36% are needed of Advertising of HCL Technologies products,

18% are needed of Testing of HCL Technologies products and

4% are needed of Storing on HCL Technologies products.

16% are needed of Packaging on HCL Technologies products

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CHART ANALYSIS:

No of respondents

Technology Advertising Testing Storing Packaging

Opinion of the respondents

In the above graph, X-axis represents opinion and Y-axis represents No. of

respondents.

Inference:

The above analysis depicts that the minority of customers only feels that the up-to-

date is needed of HCL infosystem Limited Products.

Conclusion:

The firm should take certain necessary steps to give better up-to-date than

the existing one to completely wipe out the dissatisfied customers. However by

giving better up-to-date to products then customers will be satisfied to the hilt.

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SUGGESTIONS

 HCL is having large number of channel partners but it is not supporting & taking care
all of them equally which results in increasing discontentment among new channel
partners because its not possible for company to support all of them equally. Company
should take some positive action against it.

 Company executive should visit dealers on regular basis.

 They Should pay proper attention towards checking of various components of PC


before end user delivery. Otherwise it tends towards defame of brand name in
comparison to rivals.

 Need to expend customer care center as the consumer base of HCL Infosystem is
increasing with tremendously fast pace.

 Proper attention should be paid for advertisement planning otherwise it may lead to
problem for dealer as well as for company.

 Company should tie up with some event management company to organize various
promotional activities like canopy, Carnival.

 Company should make policy for fixed end user price for all dealers so that fair game
will be played & dealer would not to compromise on their margin.

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QUESTIONNAIRE

Please tick ( ) the appropriate block of your options for the questionnaire

given below

1. OPINION OF CUSTOMERS ON PRODUCT AVAILABILITY.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

2. CUSTOMERS OPINION ON FEATURES OF PRODUCTS.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

3. OPINION OF THE CUSTOMERS ON QUALITY OF PRODUCTS.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

4. OPINION OF CUSTOMERS ON PACKAGING OF PRODUCTS.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

5. AWARENESS ON ALL PRODUCTS OF PRODUCTS.

Well aware More aware


Few known Don’t know

6. WHAT IS OUR RANKING COMPARED WITH THE SIMILAR PRODUCTS ON

THE MARKET.

Excellent ( ) Good ( )

Fair ( ) Poor ( )

7. HOW ABOUT THE RELIABILITY (BEING WRITTEN ON EACH BURNER)

TO OUR PRODUCTS?

81
Excellent ( ) Good ( )

Fair ( ) Poor ( )

8. WHAT ABOUT THE COMPATIBILITY (PLAY BACK SUCCESSFULLY) OF

OUR PRODUCTS?

Excellent ( ) Good ( )

Fair ( ) Poor ( )

9. OPINION OF CUSTOMERS ON PRICE OF THE PRODUCT

Very High ( ) High ( )

Reasonable ( ) Low ( )

10. HAVE THESE DISTRIBUTING CHANNELS ARE AVILABLE TO YOU?

Most available ( ) More available ( )

Available ( ) Not available ( )

11. HOW DO YOU RATE OUR DELIVERY ON TIME PERFORMANCE AND OUR

COMMITMENT TO MEET YOUR DELIVERY EXPECTATIONS?

Excellent ( ) Good ( )

Fair ( ) Poor ( )

12. CAN OUR COMOSITE INSULATORS WORKING PROPERLY?

Excellent ( ) Good ( )

Fair ( ) Poor ( )

13. DO YOU FEEL THE STYLE AND ATTRACTIVENESS TO OUR WEBSITE?

Excellent ( ) Good ( )

Fair ( ) Poor ( )

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14. DOES OUR WEBSITE PROVIDE THE KIND OF INFORMATION THAT YOU

NEED?

Excellent ( ) Good ( )

Fair ( ) Poor ( )

15. DO YOU NEED TECHNICAL IMPROVEMENT TO PRODUCTS PRODUCTS?

Lot of need ( ) More need ( )

Fair need ( ) No need ( )

16. WHICH ADVERTISING MEDIA IS ATTRACTED TO YOU MOST?

Journals ( ) Newsletters ( )

Own Website ( ) B2B Portals,


Other famous sites ( )

17. DOES OUR MATERIALS IN OUR HCL INFOSYSTEM LTD BE KEPT MOST

UP-TO-DATE?

Technology ( ) Advertising ( )

Testing ( ) Storing ( )

83
BIBLIOGRAPHY

Reference Books

 Marketing Management by Philip Kolter

 Research methodology by C.R.KOTHARI

MAGAZINES / JOURNALS / NEWSPAPERS

 Business World
 Business Today
 The Financial Express
 The Times of India
 The Hindu

Search Engines

 Company Website: www.HCLpower.com

 Company Manuals (News papers)

 www.google.com

 www.hclinfosystem.in

 www.hcltech.com

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