SUMMER INTERNSHIP PROJECT WORK ON

“STUDY OF OPERATIONAL ASPECT AND ITS IMPACT ON

REVENUE OF ZICOM COMPANY”

THE PROJECT SUBMITTED TO THE

UNIVERSITY OF MUMBAI
IN PARTIAL FULFILLMENT OF THE REQUIREMENT
FOR THE AWARD OF DEGREE OF
MASTER OF MANAGEMENT STUDIES (MMS)

BY
TIWARI PRABHAT BALGOVIND KANCHAN
MMS – FINANCE (BATCH 2018-2020)
F-355

UNDER THE GUIDANCE OF

CA SUNIL PARKAR

PARLE TILAK VIDYALAYA ASSOCIATION’S INSTITUTE OF

MANAGEMENT
VILE PARLE EAST, MUMBAI – 400 057.
2018-2020
COMPANY CERTIFICATE
 INSTITUTE CERTIFICATE

I, CA SUNIL PARKAR hereby certify that Mr. Prabhat Tiwari MMS Student of Parle
Tilak Vidyalaya Associations’ Institute of Management has completed a project titled
“Study of Operational aspect and its impact on revenue of Zicom Company” in the
academic year 2019. The work of the student is original and the information included in the
project is true and fair to the best of my knowledge and belief.

(Signature of Project guide) (Signature of Director)

CA Sunil Parkar Dr. Harish Kumar Purohit

 DECLARATION

I, Mr. Prabhat Tiwari, MMS student of Parle Tilak Vidyalaya Association’s Institute of
Management, hereby declare that I have completed my project titled “Study of Operational
aspect and its impact on revenue of Zicom Company” during the academic year 2019.

The report work is original and the information/data and reference included in the report are
true and correct to the best of my knowledge. Due credit is extended on the work of
Literature/Secondary Survey by endorsing it in the Bibliography as per the prescribed format.

Date: Mr. Prabhat Tiwari

Place:
 ACKNOWLEDMENT

This project has been a great learning experience for me. I would like to thank Zicom
Electronic Security Systems Limited and PTVA’s Institute of Management for giving me
an opportunity to learn and pursue my Summer Internship.

I would like to thank and express my sincere gratitude to CA Sunil Parkar my internal project
guide whose valuable guidance & suggestions made this project possible. His constant
encouragement, valuable insights and attention to detail had this exercise a great learning
experience.

I also express my profound gratitude to Dr. Harish Kumar Purohit, Director of PTVA’s
Institute of Management for giving me the opportunity to work on the project and broaden my
knowledge and experience.

I would like to thank all Staff of Zicom Service Sales Department who were very helpful in
providing insight into company’s information. I would also like to thank PTVA’s Institute of
Management’s staff especially the Library staff who were very helpful in providing books
and articles, I needed for my project.

Last but not least, I am thankful to all those who indirectly extended their cooperation and
invaluable support to me.
 TABLE OF CONTENTS

Sr. No. PARTICULARS Page no.

Executive Summary 1

1. Introduction 2

2. Industry Overview 3

3. Company Profile 5

4. Objective and scope of the study 8

5. Research Methodology 9

6. Products of Zicom 10

7. Findings of the study 12

8. Recommendations 13

9. Limitations of the project 23

10. Conclusions 24

11. Bibliography, References & Websites 25

 LIST OF FIGURES

Figure no. PARTICULARS Page no.

1. ACCESS CONTROL SYSTEM 10

2. BIO-PROXIMITY TIME AND ATTENDANCE SYSTEM 11

3. CCTV SYSTEM 11

4. HDTVI CAMERA 12

5. IP CAMERA 13

6. Network video recorder 14

7. Finger Print Lock 15

8. Video Door Phone 18

LIST OF TABLES

Table no. PARTICULARS Page no.

1. Competitors 4
 1. EXECUTIVE SUMMARY

The reason of the study this is to find out the operational aspects and that’s impact on the
revenue of the company so after doing observation while working and analysing about the
company on the internet and few reviews researcher has found that there is much inefficiency
in the company like- after sales service, quality of the product, unnecessary expenses, customer
care, employees inefficiency etc.

Researcher has found that company doesn’t follow their contract of TAT, because of that they
pay hefty penalties, Quality of the product has reduced the goodwill and trust in the company,
under AMC (Annual Maintenance Contract) company change the faulty products for free so it
incurs transport and maintenance cost, ATM and Fire alarm system sometime gives false alerts
that shows inefficiency of the service and products and due to that it incurs unnecessary cost,
complaints are still pending from many days due to less engineers in company, sometimes
company doesn’t have enough stock to replace and to provide new customers.

Researcher has recommendation for the company that it should follow the TAT mention in the
contract, improve the quality of the product, avoid unnecessary expenses, improve after sales
service, should have enough stock to replace and to give new customers.

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 2. INTRODUCTION

Today’s market is very competitive in nature, every business Organization need to survive in
the Market. Every organisation is having competitive advantage on each other & they are more
focusing on Customer Satisfaction. Customers is a king of market and every business activity
is evolving around the customer.

Operational efficiency and coordination with the customers are very important. The way
company provides the after sales service, make coordination with the customers and the way
resolve the complaints of the company that shows the effectiveness of the company and it
creates the goodwill of the company in the market and in the minds of the customers so they
would be loyal to the company and recommend others as well.

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 3. INDUSTRY OVERVIEW

The security and surveillance industry has grown owing to the importance placed on safety and
well-being, both in residential and commercial sectors. Significant rise in security threats has
propelled the governments to prioritise the development and adoption of advanced surveillance
techniques. Growing crime rates and increasing instances of security breaches across the
country, leading to massive loss of human life and assets, are the major drivers of the electronic
security market.
Rising security requirements lead innovators to create solutions to suffice the need of safe
environments in the country. Similarly, technological innovations in products and services, like
IoT, SaaS and Machine-to-Machine will impact consumer choices creating greater demand in
the electronic security, in India. Even though the Indian electronic security is in its nascent
stage, one can witness a sea change in people's attitude. With rising disposable incomes and
rising incidence of crime and an all-round sense of insecurity in the social scenario people are
becoming more conscious about their physical security and hence investing in security products
and services. People start with purchase of video door phones and then home alarm systems
and then finally graduating to CCTVs.
This gives an immense opportunity to a company like Zicom to grow. Though the current
market size of electronic security system is Rs.30 billion, it is envisaged to be as large as Rs.45
billion by 2025. In the last five years, the electronic security industry witnessed a growth of
25% and is expected to grow at 18% in the coming years, doubling its size by 2020.
The electronic security industry is in the midst of a paradigm shift and technology is playing a
key role in the industry's development. With technology like Internet of Things and SaaS, the
home security sector is creating a demand, justifying the need of secured homes and offices. In
the Indian scenario, the Tier-1 and Tier-2 cities are expected to create a demand for electronic
security, as the real-estate markets flourish and government initiatives towards smart
homes/cities are implemented. This will also trickle down to Tier-3 cities and create newer
demands for the home and workspace security.

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COMPETITORS:

Company Leadership Revenue Employees

SYGNOVATE Dinesh Aggarwal $19.6M 350

(CEO)
NEON Z INDIA Manas Madan $5.1M 150
(CEO)
INTERLOGIX Ken Boyda $2M 120
(President & CEO)
GODREJ SECURITY Vivek Gambhir $4.2M 250
SOLUTIONS (Managing Director)
CP PLUS Aditya Khemka $6M 1500
(Managing Director)
SECURENS Manoj Nair $2M 620
(CEO)
POLIXEL Kamal Kumar Singh $2.5M 100
(Director)
ADI GLOBAL Rob Aarnes $4.5B 13000
DISTRIBUTION (President)

(Source: The figures in above tables are retrieved from

https://www.owler.com/company/zicom,
https://www.crunchbase.com/organization/zicom/owler/owler_summary )

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 4. COMPANY PROFILE

Incorporated in the year 1994, Zicom listed on BSE, is a pioneer in field of electronic security
in India. With a history of offering high quality products and solutions to the most complex
projects in the country, the name Zicom has now become synonymous with electronic security
in India. Zicom currently is present in 4 countries and over 1100 cities in India, securing over
a million happy customers. In less than two decades, Zicom has established itself as a leader in
the security domain, introducing distinct innovations that the rest of the industry has followed.
Zicom is the first Indian Electronic Security Systems company that was listed on the Indian
Bourses in 1995; Introduced 24x7 Zicom Command Centre (ZCC) in 1995; Introduced wireless
security equipment in the home and retail segment; Introduced Security Services called SaaS
The Company’s new initiative, electronic e- SaaS has two business verticals: MYCS and
Business Enterprise. Under its flagship campaign Make Your City Safe (MYCS), it launched
electronic security services for housing societies on a nominal monthly service fees. Housing
societies can now install electronic security without having to invest or manage; Zicom
supplements the Manpower Security in cooperative housing by becoming the Electronic
Security Guard. Under the e – SaaS Enterprise business, it has launched five new services all
aimed at Security Resource Planning (SRP) for BSFI, Retail, Educational Institutes,
Commercial Complexes, etc.
Alongside its operations within the country, the company has also started looking out for
business opportunities to grow its operations overseas. Zicom has acquired 80% economic
stake in Unisafe Fire Protection Specialists LLC, Dubai, a leading fire protection company in
UAE, in 2007. It acquired business of Phoenix International WLL, the leading fire protection
brand of Qatar for $ 15 million in 2012. It further commenced its overseas operations in Brazil
in 2012 through its joint venture company, CIAO-ZICOM Security Systems SA. The JV has
been founded with the aim of setting up a comprehensive communication network and
surveillance system solution for Brazilian cities. Under the JV, the company intends to set up
a manufacturing plant in Brazil.
Zicom's corporate structure includes its wholly owned subsidiaries such as Zicom SaaS, Zicom
Retail Products (ZRPPL), Unisafe Fire Protection Specialists LLC, Dubai; Unisafe Fire
Protection Specialists India; Zicom Security Projects; and another company, Unisafe Fire
Protection Specialists Singapore.

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Zicom’s array of products and services which are state-of-the-art, reliable, high quality
products and solutions such as CCTV Surveillance System, Access Control System, Fire
Alarm System, Multi Apartment Video Door Phones, Intruder Alarm Systems,
Fingerprint Locks and Remote Managed Services (RAM) using the power of cloud. From
quality products to professional after sales services, Zicom has driven the markets with
customer centric focus. Zicom are fortunate to have the most admired brand in the electronic
security business, hence products will be retailed through multiple retail formats like LFR,
Electrical stores, IT stores, etc. The consumers opt for low cost products not because of their
buying capacity but because of the unorganized market which looks attractive sometimes for
multiple reasons, including their visibility. The bigger reality is that consumers are now shifting
towards branded products because they come with good services. A big player like Zicom not
only sells/leases its products but also provides technology-led back-up services.

Zicom look into more details about newer technological and innovative security products &
services, its current market size, future projection, and initiatives taken for increasing
awareness level, besides many more things.

Leadership:
Mr. Pramoud Rao – Managing Director & Promoter of Zicom group
Mr. Manohar Bidaye – Chairman and Cofounder of Zicom

Zicom’s Aim:
World Class Security for your World Class Needs.

Zicom’s Vision:
 To be the Company you Trust the most.
 To protect what you Value the most.

Zicom’s Mission Statement:

Zicom is committed to providing safety to customers by consistently developing and
delivering new technology with innovative products and one-stop solutions. We nurture our
channel partners by providing profitable avenues for growth and fulfil the responsibilities
towards our shareholders by achieving a steady growth in the shareholder’s value. We aim to
promote fair practices in all our dealings with employees and business partners.

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MILESTONES:

1994 – Zicom Electronic Security System was incorporated.

1996 – First company to be listed on the Indian Bourses in the domain of Electronic Security

1997 – First company to set up 24 x 7 Command & Control Centre (ZCC)

1998 – Pioneered wireless security equipment for home and retail.

1999 – ZESSL widens its 24 x 7 Online Alerts to various cities.

2003 – It was first company in Electronic Security Industry in India to start a Toll Free Number:
1600 22 4567

2004 – The company became the first to launch service scheme ‘Z-Security’.

2007 – Company increased its capacity by acquiring UNISAFE Fire Protection Specialists
LLC, Dubai.

2008 – Company formed a Joint Venture with CNA group to form Zicom CNA Automation,
an expert in Integrated Building Management System and connected real estate.

2011 – Pioneered IoT based security services called ‘SaaS’ - Security as a Service

2013 – Zicom pioneered a unique concept called SaaS (Security as a Service) offering a host
of Internet of things (IOT) enabled security services which offers return on investment.
It improves cash flows with customers not having to invest in any capital investment
nor hassle on managing their security systems. IOT is making the world smarter and
better than ever before.

2019– Pioneered ‘PaaS’ Platform as a Service– Powered by AI & IoT.

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 5. OBJECTIVE OF THE STUDY

 To study the operational aspect of the Zicom SaaS Pvt Ltd.

 To identify how operational inefficiencies will impact the revenue of the company.

6. SCOPE OF THE STUDY

 The area of the study has been confined to its topic – study of Operational aspects and
its impact on the revenue of the company.
 The study was made in the organization named as Zicom SaaS Pvt Ltd.
 The study has sole reference from the observation made by the researcher in the
organisation for two months.

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 7. RESEARCH METHODOLOGY

Source of data

The study is based on secondary data. Data has been collected from various newspaper articles,
informative websites under study.
The secondary data is also collected from brochures of Zicom, research papers and related
reading materials published by number of Indian and Foreign researchers.

The expertise of project guide has been used as a tool to gain further insights and improve
quality of the information gathered.

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 8. Products of Zicom

1. ACCESS CONTROL SYSTEM:-

Figure: 1

Access control provides security by giving flexible control over who is allowed to enter your
premise and when. Our Access Control System recognizes, authenticates and authorizes entry
to the premise thereby ensuring ultimate protection for your premise, staff and assets.

Zicom specializes in Access Control System, after all we were the first in this country to design
and manufacture an Indigenous Access Controller and access software’s that suited the Indian
business houses. The Access Control System not only permits entry, it also tracks and records
data of Visitors and Employees through its Access Software. The Attendance Software can be
integrated with any existing payroll software to offer you with automated, system generated
Attendance System thereby saving time and resources in recording manual attendance leading
to increase in productivity and profitability of your organization.

Biometric Access Control System - The Biometric Access Control System is a professional
fingerprint access and time attendance control system. It uses fingerprint instead of card system
for access. This can be widely used in confidential places for its easy installation and high
security. It's the best choice for you today, to secure your life tomorrow.

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2. BIO-PROXIMITY TIME AND ATTENDANCE SYSTEM:-

Figure: 2.1

Model : Z.AC.R.BIO.M8.TA
Model : Z.AC.RC.BIRO.Z21.ZA Figure: 2.2

The Biometric Access Control System is a professional fingerprint access and time attendance
control system. It uses fingerprint instead of card system for access. This can be widely used
in confidential places for its easy installation and high security. It's the best choice for you
today, to secure your life tomorrow. The Attendance Software can be integrated with any
existing payroll software to offer you with automated, system generated Attendance System
thereby saving time and resources in recording manual attendance leading to increase in
productivity and profitability of your organization.

3 CCTV SYSTEM:-

A digital video recorder (DVR) is an electronic device that records video in a digital format
to a disk drive, USB flash drive, SD memory card, SSD or other local or networked mass
storage device. The term includes set-top boxes with direct to disk recording, portable media
players and TV gateways with recording capability, and digital camcorders.[1] Personal
computers are often connected to video capture devices and used as DVRs; in such cases
the application software used to record video is an integral part of the DVR. Many DVRs are
classified as consumer electronic devices.

Page | 11
 HDTVI DIGITAL VIDEO RECORDER 04/08/16 CH

Figure: 3.1

STANDALONE DIGITAL VIDEO RECORDER

04/08/16/ CH

Figure: 3.2

HDTVI DIGITAL VIDEO RECORDER 16 CH

HDTV72SH

Figure: 3.3

4. HDTVI CAMERA

Infrared Bullet Cameras. All IR bullets that we supply are weatherproof so that they can be
used for indoor or outdoor video surveillance. CCTV Camera Pros has simple fixed lens
models as well as high-end varifocal cameras with sens-up, WDR, and on-screen display
controls.

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Dome CCTV Cameras. Dome Security Cameras are named for their dome-like shape. Dome
cameras are commonly used in surveillance systems inside of homes, casinos, retail stores,
and restaurants. A varifocal dome camera gives you the flexibility to adjust the focal distance
of the camera lens to exactly where you need it.
:

Figure: 4.1
Figure: 4.2

IR Bullet Camera IR Dome Camera

5. IP CAMERA

An Internet Protocol camera, or IP camera, is a type of digital video camera that receives
control data and sends image data via the Internet. They are commonly used for surveillance.
Unlike analog closed-circuit television (CCTV) cameras, they require no local recording
device, but only a local area network. Most IP cameras are webcams, but the term IP camera
or netcam usually applies only to those used for surveillance that can be directly accessed over
a network connection.

Some IP cameras require support of a central network video recorder (NVR) to handle the
recording, video and alarm management. Others are able to operate in a decentralized manner
with no NVR needed, as the camera is able to record directly to any local or remote storage
media. The first centralized IP camera was Axis Neteye 200, released in 1996 by Axis
Communications.
Zicom IP cameras also include Bullet cameras & Dome cameras.

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 Figure: 5.1 Figure: 5.2

IP DOME CAMERA IP BULLET CAMERA

6. Network video recorder:-

A network video recorder (NVR) is a specialized computer system that includes a software
program that records video in a digital format to a disk drive, USB flash drive, SD memory
card or other mass storage device. An NVR contains no dedicated video capture hardware.
However, the software is typically run on a dedicated device, usually with an embedded
operating system. Alternatively, to help support increased functionality and serviceability,
standard operating systems are used with standard processors and video management software.
An NVR is typically deployed in an IP video surveillance system.

Network video recorders are distinct from digital video recorders (DVR) as their input is from
a network rather than a direct connection to a video capture card or tuner. Video on a DVR is
encoded and processed at the DVR, while video on an NVR is encoded and processed at the
camera, then streamed to the NVR for storage or remote viewing. [citation needed] Additional
processing may be done at the NVR, such as further compression or tagging with meta data.
Hybrid NVR/DVR surveillance systems exist which incorporate functions of both NVR and
DVR; these are considered a form of NVR.
NVR home surveillance systems are generally wireless, tend to be easy to set up, can be
accessed through a web browser, and allow the user to be notified by email if an alarm is
triggered.

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Zicom’s NVR products are:-
✔ NVR 4CH/8CH
✔ NETWORK VIDEO RECORDER 04CH
✔ NETWORK VIDEO RECORDER 08 CH
✔ NETWORK VIDEO RECORDER 16 CH

Figure: 6.2
Figure: 6.1

7. Finger Print Lock :-

FINGER PRINT LOCK - Z.FP.LO.BIO.DIY.3398

Figure: 7.1

Page | 15
Features:-
● Optical Fingerprint Sensor
● Unlocking Modes : Fingerprint, Password & Mechanical Key
● Saves Up to 120 Fingerprints & 1 Password
● Most Modern Way to keyless Security
● No Possibility of Key Duplication
● High Level of Resistance to Friction
● Easy Installation and Operation
● Reversible Handle
● Suitable for 30mm - 60mm door thickness

FINGER PRINT LOCK - Z.FP.LO.S.R.NA Z.FP.LO.S.L.NA

Figure: 7.2

Page | 16
Features:
● Optical Fingerprint Sensor
● 4 Unlocking Modes : Fingerprint, Mifare Card, Password & Mechanical
Key Saves Up to 120 Fingerprints & 1 Password
● Most Modern Way to keyless Security
● No Possibility of Key Duplication
● High Level of Resistance to Friction
● Flip top protection
● Easy Installation and Operation
● Suitable for 38mm - 48mm door thickness

FINGER PRINT LOCK Z.FP.LO.BIO.NA.8908

Figure: 7.3

Features:
● Optical Fingerprint Sensor
● Unlocking Modes : Fingerprint, Password & Mechanical Key
● Saves Up to 120 Fingerprints & 1 Password
● Most Modern Way to keyless Security
● No Possibility of Key Duplication
● High Level of Resistance to Friction
● Easy Installation and Operation
● Suitable for 40mm - 67mm door thickness

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 8. Video Door Phone

Zicom’s Video Door Phone gives you the authority to decide who is allowed in and who is not.
Put your fear to rest and take no stress to answer the doorbell. You can be sure of who is at
your door by interacting through the Video Door Phone. Reserve the right to know your visitor
before you let him in.
The Indoor Monitor can be easily installed anywhere in the house, giving you the convenience
of viewing the visitors, unlocking the door and viewing any suspicious activity - All at the
press of a button, without having to walk up to the door.
Allows automatic Audio Video Recording function which records and plays back along with
time and date.

7" VDP (Colour) Handsfree with Automatic Audio Video Recording

Figure: 8.1

Features:

● 7" Handsfree Colour TFT Screen

● Supports Audio Recording
● Supports Motion based Video Recording
● In-built - 4 GB, Expandable up to 16 GB
● Choose from 16 different ringtones

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● Records Playback with time and date
● Touch Panel
● Two Way Communication
● Perpetual Calendar and Digital Lock
● Built-in Night Vision Pinhole Camera
● Vandal Proof Metal Cover
 Intruder Alarm Monitoring Services: In today’s time, cases of theft are on the rise. Banks,
their ATMs are very cash rich and easy targets for the robbers. So, in this banking sector even
a small Intrusion can lead to an unfortunate situation. So Zicom have a product called Intruder
Alarm monitoring Services to protect these cash rich organizations from any theft and robbery.

How it Works?

So as shown in the above figure, there are various Sensors and Detectors are installed in the
Banks and ATMs such as Motion Sensor, Glass Break Detector, Magnetic Door Sensor, A

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remote keyfob etc. These Sensors and Detectors are directly connected to a Main Intruder
Control Panel which is placed in the Safe Room of Banks and ATMs. These Sensor and
detectors are set at a particular frequency. If the frequency is not between the pre-set frequency,
then these sensors and detectors becomes active and sends a trigger to main control panel. Main
Control Panel is connected to Zicom Command Centre through an Internet Connectivity using
PSTN (Public Switched Telephone Network) or using a GSM Sim Card. ZCC immediately
informs to Bank Manager or designated person about the incident. ZCC also informs to State
Owned Emergency Services (Police Force) to investigate and lodge a Complaint and FIR about
the incident. The Alert of the same incident has sent to the Customer’s Registered Mobile
Number.

ATM Monitoring Services: This is Zicom’s whole new concept and it is only available to
ATMs throughout the India. ATM monitoring Services is a combination of all the products
offered by Zicom. This service is USP for the company. This service includes E – Surveillance
Monitoring Services, Intruder Alarm Monitoring Services, Fire Alarm Services etc.

How it Works?

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As Shown in the above figure, various Zicom Devices Such as Vibration Sensor, Smoke
Detectors, Glass Break Sensors, Door Sensors, Panic Switch, Motion Sensors, CCTV Cameras,
Heat Sensors, Shutter Sensors, Mic and Speakers are installed in the ATM Room. Some
Sensors are placed in the opening door of the ATM, Some Sensors are installed within and
inside the room whereas some sensors are placed into the ATM Cash Withdrawing Machine,
Cheque and Cash Deposit Machine. All the Sensors and detectors are connected to ATM
Machine and Main Control Panel which is installed inside the Machine as well in the Safe room
of ATM. All the machines are connected to Zicom Command Centre as well to the Banks
through a network backbone called as MPLS Network i.e. (Multi-Protocol Label Switching
Network). So if any of these sensors or detectors gets active, it sends a trigger to the Main
Control Panel followed by ZCC. ZCC immediately informs to Bank Manager or designated
person about the incident. ZCC also informs to State Owned Emergency Services (Police
Force) to investigate and lodge a Complaint and FIR about the incident. The Alert of the same
incident has sent to the Customer’s Registered Mobile Number.

Standard Diagram for ATM Solution is as below:

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 9. FINDINGS OF THE STUDY

 Found most of the time products (CCTV, DVRs) are faulty. Due to this, customers are
complaining about the quality of the products, So Company losing their Goodwill and
Income due to this.
 Found that the customer care of Zicom is very inefficient in nature.
 Found that ATM Monitoring service sometime gives false alerts and sometimes stops
working completely.
 Within the study duration of two months, Researcher found that most of the time the
CCTV Cameras are out of stock. As we know that Banks and ATMs or any other
organizations providing Financial Services are very Cash Rich in nature. These
organizations can not compromise on their security. So due to non-availability of the
stock, these organizations have to choose products and services offered by competitors.
Due to this the sales revenue of the company came down.
 Banks and other Non-banking institutions have taken AMC package i.e. Annual
Maintenance Contract Packages. So due to this Zicom have to replace all faulty
products for free and in given TAT i.e. Turn Around Time mentioned in the Contract.
 Due to many complaints coming from PAN India, company facing difficulties to
resolve the complaints within the TAT. The TAT of contract is 48 Working Hours from
the date of complaint. So due to this Zicom paying hefty penalties for not following the
contract.
 Found that the Transportation Cost is also increasing due to the Faulty Products.
Engineers from PAN India have to submit all faulty products to the Warehouse, which
is based in Vasai, Maharashtra.
 Found that many complaints are still pending to resolve because of less engineers and
inefficient after sales services.
 Found that most CCTV Cameras which are installed in the Banks and NBFCs are not
recording and showing any video footage. So continuous repairs and maintenance have
to take place and due to this manpower cost increases.
 Found that FAS i.e. Fire Alarm System gives continuous false alerts and sometimes it
stops working. It requires unnecessary support and maintenance which leads to increase
in costs. These unnecessary costs reducing profit.

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 10. RECOMMENDATIONS

 The service department should have enough stocks of the product to tackle the shortage
of the product.
 Improve the after sales service.
 Follow the TAT (Turn Around Time) strictly which is mention in contract to avoid
penalties.
 Improve the quality of the product to sustain in the market.
 Try to avoid unnecessary costs to increase the profits.

11. LIMITATIONS OF THE STUDY

 Due to organisations confidential policy, I do not have access to all data available
through oracle system database.
 The data on which the researcher worked is limited to a single Department (Service
Department).
 The duration of the study is of Two months i.e. from May 2019 to July 2019.

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 12. CONCLUSION

Even though the Indian electronic security is in its nascent stage, one can witness a see change
in people's attitude as they are becoming more conscious about their security and investing in
security products and services. Zicom renowned the name in the electronic security industry.

There are wide range of products available to customer. The company need to focus on the
service which they are providing to their customer. If customers are not happy with the services
which they are providing to the customer that directly affects the brand name of the company.

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 13. BIBLIOGRAPHY

Weblinks:

https://www.business-standard.com/company/zicom-electron-12371/peer-
comparisons/competition/4

https://www.kenresearch.com/defense-and-security/security-devices/india-electronic-security-
market-research-report/476-16.html#details

http://www.businessworld.in/article/Impact-of-Technology-on-Electronic-Security-Market-in-
India/13-05-2018-148962/

Other Sources:

Website of Zicom: https://zicom.com

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