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“CUSTOMER SATISFACTION”

At HCL Infosys Products


(A Survey Conducted at New
Delhi)

Submitted by

Name: Deepak Kumar


Roll num: 1505006720
Stream: MBA
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
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 Vijaykumar (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.
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.
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.
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, 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.
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.
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:

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.
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.
• 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.
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.
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.
• 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.

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.

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.
• 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.
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.
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.
AWARDS AND RECOGNITIONS
• 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.

• 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'
• 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’.
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 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
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.
OBJECTIVES OF STUDY
Primary objective:
• To study about the satisfaction of the Customers of HCL
Technologies Limited.

Secondary objective:
• To analyze the awareness of products of HCL Technologies
Limited.
• To study about the price which can attract the consumers?
• To study about the various promotional activities that
influences the consumer.
• To analyze the opinion of customers about storage and
Packing.
PROBLEM OF THE STUDY
AND
REVIEW OF LITERATURE
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 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.
THE MAIN PROBLEM OF THE STATEMENT IS :-
• 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
Infosys Limited.
• It is obvious that the HCL Infosys 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 Infosys 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?
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.
• 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:
• Through observations
• Through discussion ( Department Heads & Executives )
• Through questionnaires
• Through Sampling procedure

• Secondary Data:
• The secondary data is collected from various sources available with in the organization like,
• Organizational web site
• Company Past records
• Library books
• Internet
• Annual reports
• 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

• 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.
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
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.
• This study is useful to analyze the market performance of Products.
• Information about consumer perception on different brands of
Products.
• This study gives information about consumer awareness on HCL
Technologies Limited.
• This study is useful to know the impact of brand advertisement and
consumers.
• To find out market potential based on age and qualification.
• This study is useful to know the satisfaction level with different
attributes of HCL Technologies Limited.
• The study is useful to know the consumer preference and their
reasons to prefer HCL Technologies Limited.
LIMITATIONS OF THE STUDY
• The limitations occur when the project is done at HCL Technologies
Limited.
• Method of data collection was through personal interview and therefore
personal bias becomes a major limitation.
• 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
• The scope of study is restricted only to the twin cities.
• The respondents have answered the questionnaire with their level of
knowledge that may not be indicative of the actual situation.
• Even though enough care was taken to make research error-free some
errors may have crept in.
• Non-availability of the consumers at the time when the survey was
conducted
• The sample size was restricted because of less private buyers.
• Only the Industries are using the Products.
• Not all the respondents answered in an unbiased manner.
• Access to all the records and files of the company were not possible at all
the times.
• Interaction with higher-level officials was limited due to their very busy
schedules.
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.
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