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HCL: HINDUSTAN COMPUTERS LIMITED HCL is a global technology and IT Enterprise that operates in 31 countries. Its headquarters are in Noida, India. The company comprises two publicly listed companies, HCL Technologies and HCL Infosystems. HCL was focused on addressing the IT hardware market in India for the first two decades of its existence with some activity in the global market. On termination of the joint venture with HP in 1996, HCL became an enterprise comprising HCL Technologies (to address the global IT services market) and HCL Infosystems (to address the Indian and APAC IT hardware market). HCL has since then operated as a holding company.

EVOLUTION OF HCL In 1976, Shiv Nadar,Arjun Malhotra, Subhash Arora, Badam Kishore Kumar, T.V Bharadwaj,& Arun Kumar H started Microcomp Limited. The focus of the company was design and manufacturing of scientific calculators. The venture provided its founders money to start a company that focused on manufacturing computers. The company name "HCL" used to stand for "Hindustan Computer Limited" but now HCL is the only one name that the company goes by. HCL received support from the Uttar Pradesh government to set up manufacturing in Noida In 1981, NIIT was to cater to the increasing demand in computer education. By early 2000s, Nadar divested his stake in this venture. HCL was also ranked as the 29th success Brand Trust Report in 2011.

HCL INFOSYSTEMS LTD. HCL Infosystems Ltd., a listed subsidiary of HCL, is an India-based hardware and systems integrator with a focus on emerging markets. It has a presence in 170 cities and 505 points of presence reaching 4000 towns throughout India and operations in emerging markets including South Asia, Middle East & Africa. It has a strong distribution network of 93,000 outlets in over 9,000 towns in India. Its manufacturing facilities are based in Chennai, Pondicherry and Uttarakhand. It is headquartered at Noida.

HCL Infosystems Ltd is one of the pioneers in the Indian IT market , with its origins in 1976. For over quarter of a century, they have developed and implemented solutions for multiple market segments, across a range of technologies in India. They have been in the forefront in introducing new technologies and solutions.

HCL Infosystems ( HCLI) draws it's strength from 35 years of experience in handling the ever changing IT scenario , strong customer relationships , ability to provide the cutting edge technology at best-value-for-money and on top of it , an excellent service & support infrastructure.The company operates under three primary segments namely Computer Systems and related products and services, Telecommunication & Office Automation and Internet and related services.

Computer Systems and related products and services: The segment operations comprise of manufacturing of computer hardware systems, providing comprehensive Systems Integration, Roll out and Infrastructure Management solutions in different industry verticals, providing IT services including maintenance & facility management and ICT training. The subsidiary HCL Insys Pte Limited, Singapore and its step down subsidiary HCL Infosystems MEA, Dubai along with its subsidiaries form part of the Computer Systems segment.

Telecommunication & Office Automation: The segment operations comprise of distribution of telecommunication and other digital lifestyle products, office automation products and related comprehensive maintenance and allied services. The subsidiary HCL security Limited and HCL Investment Pte Limited, with its joint venture Techmart Telecom Distribution FZCO, Dubai, form part of Telecommunication & Office Automation segment.

Internet and Related Services: The segment provides Internet related services through the company's wholly owned subsidiary HCL Infinet Limited to business enterprises. The offerings include Internet access services, virtual private network and other connectivity services.

HCL Infosystems has alliances with global technology leaders like Intel, AMD, Toshiba, Ericsson, Microsoft, Nokia and Sun Microsystems, SAP, Scansoft, SCO, EMC, Veritas, Citrix, CISCO, Oracle, Computer Associates, RedHat, Infocus, Duplo, Samsung, Novell. Today HCL is country's premier information enabling company . It offers one-stop-shop

convenience to its diverse customers having an equally diverse set of requirements. Be it a large multi-location enterprise, or a small/medium enterprise, or a small office or a home, HCLI has a product range, sales & support capability to service the needs of the customer. Last 35 years apart from knowledge & experience have also given us continuity in relationship with the customers, thereby increasing the customer confidence in us.

Our strengths can be summarized as: Ability to understand customer's business and offer right technology Long standing relationship with customers Pan India support & service infrastructure Best-vale-for-money offerings

Technology Leadership HCL Infosystems is known to be the harbinger of technology in the country. Right from our inception they have attempted to pioneer the technology introductions in the country either through our R&D or through partnerships with the world technology leaders. Using our own R&D we have i. ii. iii. iv. Created our own UNIX & RDBMS capability (in 80s) developed firewalls for enterprise & personal system security launched our own range of enterprise storage product launched our own range of networking products

We strive to understand the technology from the view of supporting it post installation as well. This is one of the key ingredients that go into our strategic advantage. HCL Infosystems has to its claim several technology pioneering initiatives. Some of them are: Country's first DeskTop PC - BusyBee in 1985 Country's first branded home PC - Beanstalk in 1995 Country's first Pentium 4 based PC at sub 40k price point Country's first Media Center PC


The segment operations comprise of distribution of telecommunication and other digital lifestyle products, office automation products and related comprehensive maintenance and allied services.

Documentation Products and Solutions (DPS)

Office Automation

Presentation Products and Solutions (PPS)



Documentation Products and Solutions (DPS)

In office automation (Division of HCL Infosystem), trading of two types of DPS is done which are as follows: Single Function Devices Multi-Function Devices (MFDs)

Single Function Devices deals with printing only, both in mono and colour mode. These devices print on A4 size paper only. HCL is an exclusive distributor of Lexmark in this category. Lexmark

Multi-Function Devices (MFDs) deals with scanning, photo-copying, fax and printing. Here devices cover a wide range of paper sizes which includes A3, A4, A0 and other sizes as well. HCL targets SMEs& Commercial Enterprises through MFDs. HCL is a distributor of Toshiba, Lexmark, Konica Minolta, Duplo, Kyocera Mita, Epson &Contex Devices in MFDs section. In Digital Duplicator HCL has a tie up with Duplo.


Digital Duplicators Konica Minolta Laser Printers Konica Minolta Production Printers Kyocera Mita-Wide Format MFDs Toshiba MFDs Context Scanner

Presentation Products and Solution (PPS)

This system is divided into three categories which are as follows: 1. Projectors,Visual Presentors and Smart boards 2. AVSI (Audio Visual System Integration) 3. Virtual Reality HCL provides projectors in both low end and high end frames. Hitachi has tie up with HCL for high end projectors distribution and Infocus for low cost projectors. HITACHI Projectors- CP-X3021WN, CP-X2521WN, CP-X2021WN. INFOCUS Projectors- IN100 Series.

Through AVSI, HCLprovides customized end to end solution to its clients.

Telecom division, a part of HCL Infosystems Ltd deals in Voice, Videoconferencing, Audio Conferencing and Broadcast solutions It provides the customized solutions from small to big business houses. Partnering with the major players in the industry HCL provides the state of art solutions for the enterprises in communication, video conferencing and audio. Telecom division has the following subdivisions:

Voice Solutions Video Conferencing Solution Broadcast Solutions


MPS- Avenue for growth:

With the overall economic environment becoming harder to predict and business dynamics changing every now and then, firms are looking to make do with lesser, growing but keeping costs in check, expanding their portfolio and geographical reach but in few additions in manpower- all this even as they strain to execute projects faster in an attempt to stay ahead of the competition. Effective management of print and electronic information help activate these key business requirement. From internal document workflow and print management to managing external communication with customers or stake holders, everything needs to be well managed and organized. Managed Print Services or MPS as it is called helps facilitate document management, in a way that they are printed and shared in accordance with the business needs of a company. As part of this model, copiers, printers, fax machines and devices are used under the management of a single vendor. Although MPS as a concept has been in existence for quite some time, companies have just started to adopt it on a larger scale. With the adoption of MPS, CIOs are free to focus on more strategic issues and also are able to reduce cost at the same time. With more organizations continuing with the practice of corporate cost cutting, MPS is fast becoming a popular option for CIOs to consider as it improves workflow efficiency and reduces IT costs. Lately, there has been a significant increase in campaigns run by vendor companies to increase the adoption of MPS. Over the past couple of years, MPS has become a hot topic among companies in the imaging as well as government sector, including resellers, software developers, aftermarket vendors and OEMs. The current economic situation has provided an incentive for companies to cut costs wherever they can. Companies incur huge expenses on document printing and MPS programs can help these businesses track printing costs and devices and get printers back online faster when a malfunction occurs. According to available industry figures, the MPS market grew 30-35% in 2011 with revenues growing to about Rs 600 crores. Bhaskar Joshi, Marketing Manager, Multifunctional Devices, Office Imaging Solutions (OIS) Division, Canon India, said, Last year proved to be a good year for Canon as it added about 21 new clients to its MPS business. For the industry too, we saw about 30-35% growth. MPS was a

major focus for office automation companies. The market that is divided into two segments transactional or bill printing and corporate. Given the situation, there has been some growth in the industry though for vendors it has been more of vertical growth than horizontal; meaning the existing customers added on to their portfolio but there were not many new companies coming on board. "MPS is not purely about services and hardware. Rather, its a combination of both these aspects along with value-added services in software." Most hardware vendors and their end users define the service they deliver or receive as MPS, but what they are referring to is the traditional hardware agreement with a bit of management. The majority of MPS suppliers still believe that if they have software deployed at the client and if they intelligently handle deployment of assets, it makes it an MPS solution. MPS has also seen some new customers especially from retail and manufacturing.

Road Ahead: Prediction for the year 2012-2014

MPS would be driven by the increased awareness and adoption of the Cloud. Within the printing industry, the saving of information on a server and access and sharing via the Internet points to the need for increased collaboration within a company, especially from a print management perspective. "MPS offers solutions through smart printing devices that allow companies to transfer files and collaborate online." -- ShailendraAragula,Country Manager, Lexmark India As the need for the management and sharing of content becomes a necessity, MPS offers a host of solutions through intelligent printing devices that allow companies to transfer files and collaborate online in a more effective manner. This has accelerated the uptake of MPS as a result of the managed print services utility-based model. We expect it to pick up exponentially this year, said ShailendraAragula, Country Manager, Lexmark India. Another key driver for the use of MPS is the increasing awareness among organizations that they need to move beyond rudimentary print solutions and focus on data management and protection. As issues like the security of information within an organization become pertinent, the management of content from print devices is now a priority, further driving demand for MPS capabilities like software maintenance and professional services. Joshi of Canon said, We are looking at almost 30% growth in 2012 and the entire large enterprise segment in India will be moving from CAPEX to OPEX model owing to cost cutting

and this would fuel growth in the MPS segment. Competition too is gearing up and many new things are expected to happen. Currently, MPS in India is restricted to only printing pages. Going forward more value-added services (VAS) will be offered including mailroom services, wherein when a company gives a print command it not just prints the document but will also mail the same to the customer and subsequently gets a receipt from him that ensures that the bill has been received. According to the Asia Pacific Managed Print Services 2010-2014 Forecast and Analysis: New Challenges in a New Economy, IDC predicts that the Asia Pacific (excluding Japan) or APEJ MPS market will grow at a compound annual growth rate of 17 percent in the period 2010-2014. The market will surpass US$990 million in 2014.

Though the sector has seen some high double digit growth but then it is also marred by a few challenges. To begin with the gray market machines that come to India pose a threat to the established players with their cheap pricing. Secondly, expectations of large enterprises are increasing leading to a rush in developing affordable solutions. Companies want affordable solutions given the economic conditions in the country, said Joshi of Canon. Security remains in question. The faith in such software is yet to develop. Further, like any other IT deployment, this too is plagued by concerns on RoI. People want a quicker RoI and want to have shorter agreements with SLAs ranging from one to two years or even shorter. Companies across India have placed a consistent focus on efficiency and doing more with less cost expenditures. This is not expected to change in the near future. The trend to offset unnecessary expenses is set to drive the popularity of MPS. In line with this expectation, companies need to continuously develop intelligent document solutions and innovative software that enables a business to optimize processes in a sustainable and scalable manner. To do more with less, vendors also need to extend their capabilities to provide content management services. This year, it is expected that people would go for solutions that would help them reduce their printing budgets. The sluggish economy helped fuel the growth and acceptance of managed print services. Although many aspects of MPS have been available for a decade or more, end users are beginning to understand the concept. The prospect of saving money by using managed print

services has convinced many businesses to consider trying these services, and vendors need to know what aspects of MPS appeal to these companies. Lastly, with growing Internet penetration it is expected that there will be more physical data and hence the need to organize and digitize them would prove to be a boon for MPS.

HCL SMART CLICK SERVICE Smart Click is the name given by HCL to its managed print service that it provides to its client. After making significant investments in business systems over the last decade, enterprises find themselves spending a large part of their IT budgets and resources on managing, maintaining and supporting these systems. By outsourcing some of these activities, companies can free up resources for investments in strategic projects and value-added activities in their core competencies. HCLs Managed Services helps you outsource the maintenance, upgrades, ongoing user training and end-user support of your business system and underlying infrastructure. Leading companies have selected HCLs Managed Services to leave the job of running their systems to the supply chain experts while they focus on other business-critical activities. HCL Smart Click is more than basic printing and imaging needs of an office such as equipment, supplies or management of the print fleet. Smart Click adopts a dedicated, long term approach to streamlining the entire document process. This includes data capturing, document archiving, document workflow, data security and environmental management.

HCL Smart Click is a three step process 1. ASSESSMENT In assessment, detailed analysis of your organizations current output and document environment, the efficiency and current recurring cost by specialized software tools. Through interviews and surveys, individual needs and workflows are determined as well. 2. OPTIMIZATION On the basis of data collected in the previous phase, a tailor made output management concept is developed which will fully takes your companys internal demands into account- technical, economic and organizational.


3. MANAGEMENT After the optimization phase, we provide continuous management to ensure that everything works together smoothly and effectively. Proactive actions are taken to ensure that performance stays at peak levels. Regular reporting to management and continuous improvements to meet your changing needs ensures that efficiency is maintained.

Benefits to customers Cost Saving Paper reduction Access restrictions- limit, access control Cost analysis, tracking, graphic report Security Physical- get access to documents Data- jobs on the server Scanning- who made the scan? Convenience Follow- me, web interface, and central management Integration Standardization integration with common standards


Introduction Research is an art of scientific investigation through search for new facts in any branch of knowledge. It is a moment from known to unknown. Research always starts with a question or a problem. Its purpose is to find answers to questions through the application of the scientific method. It is a systematic and intensive study directed towards a more complete knowledge of the subject studied. As marketing does not address itself to basic or fundamental question, it does not qualify as basic research. On the contrary, it tackles problems, which seem to have immediate commercial potential. In view of the major consideration, marketing research should be regarded as applied research. We may also say that marketing research is of both types problem solving and problem oriented. Marketing research is as systematic and objectives study of the problems pertaining to the marketing of the goods and services. It may be emphasized that it is not restricted to any particular area of marketing, but is applied to all the phases and aspects.



1) Data to be collected. Data includes facts and figures, which are required to be collected to achiever the objectives of the project. In order to determine the present position and satisfaction of customer of kotak Mahindra Life Insurance.

a) Primary Data The data that is being collected for the first time or to particularly fulfill the objectives of the project is known as primary data. These types of data were, - The market share of HCL Infosytem. - The market share of other brands available in the market. - Responses of consumer. - Identifying pros and cons of the brand. The above primary data were collected through responses of consumer was conducted through questionnaires prepared for them.

b) Secondary Data Secondary data are that type of data, which are already assembled and need not to collected from outside. These types of data were i) Company Profile ii) Product Profile iii) Competitors Profile The aforesaid data were collected through Internet and company s financial report.

2) Data Collection Method For given project, the primary data, which needed to collect for the first time, were much significant. This type of information gathered through Survey technique, which is the most popular and effective technique for correct data collection. The survey was completed with the use of questionnaires.

- Questionnaire for consumer. 3) Sampling Sample is the small group taken under consideration from the total group. This small group represents the total group. In the project the market research, which was ask to be studied was pune market but as it was possible to approach all the respondent s customer of the city, hence a sample was selected which represents the whole city. The areas selected for the sample are present further in the appendix. Sample size of customer list was taken from HCL Infosystems customer database.

4) Data Evaluation The data so collected were not simply accepted because it contained unnecessary information and over or under emphasized facts. Therefore only relevant data were included in the report, which helped in achieving the objectives of the project.


According to the research, it has been found that medium and large enterprises are very much interested in Managed print services and solutions. Since these enterprises focus on continuously developing intelligent document solutions and innovative software that enables a business to optimize processes in a sustainable and scalable manner, and with less cost. And MPS is considered as the best alternative for these firms. Most of the organizations arent aware of the MPS, so, another key driver for the use of MPS is the increasing awareness among organizations that they need to move beyond rudimentary print solutions and focus on data management and protection In coming years, it is expected that people would go for solutions that would help them reduce their printing budgets. MPS has also seen some new customers especially from retail and manufacturing. The project is the outcome of our continual teamwork. The regular guidance and constant watch never let me frivolous and kept me aware of what was going on in other parts of the department and the world. In the end, I would once again thank all the persons who made such kind of project work possible for me.


BOOKS: Research Methodology by K. Chakraworthy WEBSITES: as on 26/06/2012


ANNEXTURE Survey Questionaire

Date: __/ __/ 2012 Name Company : : Title E-mail Id : :

1. Which segment your company works in: Manufacturing I.T. Financing Real Estate Others, do mention: _________________

2. Location of the company: __________________________________

3. How much is your companys annual turnover: < 10 lacs 10-20 lacs 20-40 lacs >40 lacs

4. In your company, do you have a use of imaging or printing devices? Yes No

5. How many documents does your company prints in a day (approx..) 0-200 200-400 400-800 Above 800

6. Which brand of printing devices your company has: __________________________

7. Which size of paper you use for printing? A4 A3 A0 Other, do mention ______________________________________

8. After how many months, you get your printer serviced: Every month 2-4 months 4-6 months 6-9 months

9. According to your company, the cost of printing the documents is: Economical Moderate Costly 10. Are you satisfied with the printing quality ? Yes No

11. Are you aware of Managed Print Services (MPS)? Yes No


12. If yes, have you ever used this service and from which company ___________________________________________________________________________ ___________________________________________________________________________ 13. Are you satisfied with it : Yes No

14. Are you willing to know about MPS that HCL offers? Yes No

15. Are you looking forward to avail smart click services of Hcl in near future? Yes No

16. If yes, then which plan would you like to opt for Rental basis Pay per click system

17. If you are not likely to use our service, why not? Do not need a service like this Do not want a service like this Satisfied with the existing service Cannot pay for a service like this Not willing

18. What do you like most about our smart click service: ___________________________________________________________________________ ___________________________________________________________________________


19. What changes you want in our smart click service: ___________________________________________________________________________ ___________________________________________________________________________ 20. How likely would you be to recommend it to others: Extremely Very likely Moderately Slightly Not at all

Any other feedback or suggestions: ______________________________________________________________________________ ____________________________________________________________________

Thanks for taking the time to complete the survey form.