Sie sind auf Seite 1von 53

A SUMMER TRANING PROJECT REPORT

ON
“MARKET POTENTIAL FOR EPABX SYSTEMS,
USE OF DGS&D RATE CONTRACTS AND
LEAD GENERATION THROUGH MAILERS”

Dissertation submitted to the

In partial fulfillment of the requirement for the award of the


Certificate of
“POST GRADUATE DIPLOMA IN MANAGEMENT”

Submitted By:-
Ram Kishore Mis
PGDM (Major) Mark
ID: - 2K8PGD
Session: - 2008-2010
Id: - ram_kishore2103@rediffmail.com

Page | 1
A PROJECT REPORT
ON
“MARKET POTENTIAL FOR EPABX SYSTEMS,
USE OF DGS&D RATE CONTRACTS AND
LEAD GENERATION THROUGH MAILERS”

Dissertation submitted to the


Vishveshwary School of Business Management
In partial fulfillment of the requirement for the award of the
Certificate of
“POST GRADUATE DIPLOMA IN MANAGEMENT”

Submitted By:-
Ram Kishore Mishra
PGDM (core) Marketing
ID: - 2K8PGD021
Session: - 2008-2010

Faculty Guide:- Company Guide:-


Ms. Namita Nath Kumar Mr. S Moorthy
Coordinator, Lecturer Regional Manager (UP)
VSBM, Dadri, Gautam
Buddha nagar Mr. Subodh Nath Tripathi
Territory Manager

Mr. Deepak Tripathi


Sales Executive (Telecom)

Page | 2
DECLARATION

I hereby declare that the dissertation “MARKET POTENTIAL FOR EPABX


SYSTEM, USE OF DGS&D WITH RC AND LEAD GENERATION THROUGH
MAILERS” Submitted for the PGDM Degree at Vishveshwarya School Of
Business Management department of PGDM is my original work and the
dissertation has not formed the basis for the award of any degree, associate ship,
fellowship or any other similar titles.

Ram Kishore Mishra


ID: - 2K8PGD021

Page | 3
PREFACE

These survey reports had been conducted on product EPABX system, use of
DGS&D with RC and lead generation through mailers for HCL INFOSYSTEM
Ltd. in Lucknow. The purpose of this research and preparation of this report are
to find out that how many people in Lucknow are aware about the new
technology IP PBX for business communication.

This project is carried out to the theoretical knowledge of the subject into the
practical field work.

This project is carried out in the PGDM course of the Vishveshwarya School of
Business Management, Dadri, Gautam Buddha Nagar, (utter Pradesh).

Ram Kishore Mishra

ACKNOWLEDGEMENT

Page | 4
“Acknowledgement is an art, one can write glib stanzas without
meaning a word, on the other hand one
can make a simple expression of gratitude.”

Industrial training is an integral part of any PGDM program and for that
purposes I had joined a company what else can be as good as HCL Infosystems
Ltd, India's premier information enabling company.
I take the opportunity to express my gratitude to all of them who in some or
other way helped me to accomplish this challenging project in HCL Infosystems
Ltd. No amount of written expression is sufficient to show my deepest sense of
gratitude to them.
I am very thankful to External Guide, Mr. S Moorthy (Regional manager of
UP) Mr. Subodh Nath Tripathi (territory manager) and Mr. Deepak
Tripathi (Sales Executive-Telecom) of HCL Infosystems Ltd., Lucknow and
very grateful to Dr. A Kumar (Director of VSBM),Ms. Namita Nath Kumar
faculty Department of PGDM ,Vishveshwarya School of Business
Management, Gautam Buddha Nagar for their everlasting support and
guidance on the ground of which I have acquired a new field of knowledge. The
course structure created for this curriculum has benefited with the inclusion of
recent development in the organizational and managerial aspects.
Lastly, I am thankful to all the member of HCL Infosystem Ltd, Lucknow,
which has given me valuable information in the part of my project.

Ram Kishore Mishra


PGDM (core-Marketing)
ID-2K8PGD021

CONTENTS
Title

Page | 5
♦ EXECUTIVE SUMMARY
♦ LITERATURE REVIEW
♦ COMPANY PRIFILE
♦ THE HCL OF TODAY
♦ SCOPE OF THE STUDY
♦ OBJECTIVE OF THE STUDY
♦ INTRODUCTION OF DGS&D
♦ ROLE AND FUNCTION OF DGS&D
♦ ADVANTAGE WITH DGS&D
♦ RATE CONTRACTS OF DGS&D
♦ ADVANTAGE OF RATE CONTRACTS
♦ GENERAL CONDITIONS OF CONTRACTS
♦ IMPORTENCE OF MAILERS
♦ EPABX INTRODUCTION
♦ RESEARCH METHODOLOGY
♦ DATA ANALYSIS &GRAPHICAL INTERPRITATION
♦ MAJOR PLAYER IN MARKET
♦ ROLE OF ADVERRISMENT
♦ MARKETING STRATEGIES
♦ VOICE SOLUTION
♦ MANAGEMENT HIERARCHY
♦ KEY PARTNERSHIP
♦ CONSOLIDATED FINANCIAL RESULTS OF HCL
♦ SEGMENT RESULTS
♦ MARKETING AND SELLING STRATIGIES
♦ THE DECISION MAKING PROCESS
♦ CRM
♦ FINDING AND LIMITATION
♦ SUGGESION AND RECOMMENDAATION

♦ CONCLUSION

♦ BIBLIOGRAPHY

♦ ANNEXORE – QUESTIONNAIRE

Page | 6
EXECUTIVE SUMMARY
HCL Infosystems, India's premier information enabling and integration company, has
received the ISO 9001:2000 certification specifies requirements for a quality management
system where an organization needs to demonstrate its ability to consistently provide product
and services that meets customer and applicable regulatory requirements. ISO 9001:2000 also
aims to enhance customer satisfaction through the effective application of the system,
including processes for continual improvement of the system and the assurance of conformity
to customer and applicable regulatory requirement.

The menu of HCL Infosystem global services broadly covers IT consulting and professional
services in the area of vertical applications, technology integration, ERP implementation and
software development. This also includes a complete portfolio of systems and network
services for development. This also includes a complete portfolio of systems and network
services for Facilities Management, Helpdesks, Systems Supports and network and Internet
Implementation.

HCL Insys’global customers include Samsung, Government of Singapore, and AMAL


insurance Jurong Port in Singapore and Malaysian’s BSN commercial bank, SIA, DBS bank,
Maybank life assurance charted semiconductors.

HCL Insys’ chosen platform of total technology integration lends itself to some very
significant alliances with the global leaders. Among its partner are HP for high end
AISCE/UNIX services and workstation and HP Open view network management solution;
Intel for PC and PC server building blocks; Microsoft,novell and SCO AG solutions; Red hat
;Linux; Samsung; Pivota for CRM solution and ORACLE Sybase and Informix for RDBMS
platform.

Page | 7
Today the company has aligned its operations into five entities that offer seamless linkages
for the customers seeking entry into the wired world through total the. ‘Integration solution
ands services’.

HCL Infosystems focuses on the ever-growing segment in Imaging, Telecom and


Communication products solutions and services. Now it has an exclusive sale and support
partnership with Toshiba Corporation, Japan, for sales and servicing of its imaging and
photocopier products. HCL Infosystems product portfolio covers a range of other office
automation and communication products through alliances with world leaders.

The Managed Network Service offerings for corporate include VPNs, ASP offerings, Co
Location/ hosting, CDNs, security, corporate internet telephony solutions, technical and
consumer help desks, 24/7 Network Operations Centre monitoring and a host of valueadded
networking services. Consumer services include dialup PSTN/ISDN Internet access, Valufon
calling cards and VoIP telephony devices.
HCL over its three decades of leadership in the Indian ICT Market has set new benchmarks
and has created newer markets.

LITERATURE REVIEW

Doing training 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. The working environment that I was being provided was
extraordinary and helped me a lot in delivering my work properly and with full potency of
mine. HCL Infosystems Ltd is one of the renowned names in the Telecom, 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 Ltd., Noida, 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

Page | 8
cooperation of my superiors at the work induced confidence in me to deal with my problems
whenever they came.

COMPANY PROFILE

Born in 1976, HCL has a 3 decade rich history of inventions and innovations. In 1978, HCL
developed the first indigenous micro-computer at the same time as Apple and 3 years before
IBM's PC. During this period, India was a black box to the world and the world was a black
box to India. This micro-computer virtually gave birth to the Indian computer industry. The
80's saw HCL developing know-how in many other technologies. HCL's in-depth knowledge
of Unix led to the development of a fine grained multi-processor Unix in 1988, three years
ahead of Sun and HP.

HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the
software services arena. During the last eight years, HCL has strengthened its processes and
applied its know-how, developed over 28 years into multiple practices - semi-conductor,
operating systems, automobile, avionics, bio-medical engineering, wireless, telecom
technologies, and many more.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest
BPO operation, and manages the network for Asia's largest stock exchange network apart
from designing zero visibility landing systems to land the world's most popular airplane.
HCL Infosystems Ltd is one of the pioneers in the Indian IT market, with its origins in 1976.
For over quarter of a century, we have developed and implemented solutions for multiple
market segments, across a range of technologies in India. We have been in the forefront in
introducing new technologies and solutions.

In the early 70’s a group of young and enthusiastic and ambitious technocrats
embarked upon a venture that would make their vision of IT revolution in India a reality. Shiv
nadir and five of his colleagues got together and 1975 set up a new company MICROCOMP
to start with; they started to capitalize on their marketing skills. Micro comp marketed

Page | 9
calculators and within a few month of starting operation, the company was out selling its
major competitors.

On 11th August, 1976 HINDUSTAN COMPUTERS LIMITED was incorporated as joint


venture between the entrepreneurs and UPSCE, with an initial equity of Rs.1.83 Lacs.

The HCL of Today


This year (2007-08), IT industry is expected to grow by 20% over 2007, as per IDC, which is
amongst the highest rates of growth in the world. With employment to 2.13 crore households
already in place, the National e-Governance Plan (NEGP) is surging ahead with investments
of Rs. 23,000 crores planned for initial five years, for identified core projects.

HCL Infosystems Ltd, with annual revenue of US$ 2.7 Bn (Rs.11,855 crores) is India’s
premier information enabling and ICT System Integration company offering a wide spectrum
of ICT products that includes Computing, Storage, Networking, Security, Telecom, Imaging
and Retail. HCL is a one-stop-shop for all the ICT requirements of an organization.

India’s leading System Integration and Infrastructure Management Services Organization,


HCL has specialized expertise across verticals including Telecom, BFSI, E-Governance &
Power.

HCL has India’s largest distribution and retail network, taking to market a range of Digital
Lifestyle products in partnership with leading global ICT brands, including Nokia, Apple,
Casio, Kodak, Toshiba, Bull, Ericsson, Cisco, Microsoft, Konica Minolta and many more.

HCL today has India’s largest vertically integrated computer manufacturing facility with over
three decades of electronic manufacturing experience HCL desktops is the largest selling
brand into the enterprise space.

With India’s largest ICT services network that reaches to every corner of India, HCL’s award
winning Support Services makes it the preferred choice of enterprise and consumers alike.

HCL Enterprise is a leading global technology and IT enterprise with annual revenues of US
$4.1 Bn (Rs. 17,889 crores). The HCL Enterprise comprises two companies listed in India -

Page | 10
HCL Technologies & HCL Infosystems. The 3-decade-old enterprise, founded in 1976, is
India’s original IT garage start-up. Its range of offerings span Product Engineering,
Technology and Application Services, BPO, Infrastructure Services, IT Hardware, Systems
Integration, and distribution of ICT products. The HCL team comprises over 47,000
professionals of diverse nationalities, who operate from 17 countries including 360 points of
presence in India. HCL has global partnerships with several leading Fortune 1000 firms,
including leading IT and Technology firms.

SCOPE OF THE STUDY

Vision Statement

“It is the most preferred employer and principal taking leading edge IT & Telecom products
and services to the masses through sustained excellence.”

Mission Statement

 “We shall increase the awareness of HCL PALOMINO-IP PBX and increase the sale
of EAPBX product of HCL INFOSYSTEM.
 Advantage of DGS&D
 Finding the needs of customer through mailing

Quality Policy Statement

“We will deliver defect-free products, services and solutions to meet the requirements of our
external and internal customers the first time, every time.”

Page | 11
OBJECTIVES OF THE STUDY

Management Objective

To fuel initiative and foster activity by allowing individuals freedom of action and innovation
in attaining defined objectives.

People Objective

To help HCL Infosystems people share in the company’s success, which they make possible;
to provide job security based on their performance; to recognize their individual
achievements and to help them gain of satisfaction and accomplishment from their work.

Core Values

Page | 12
♦ It is uphold the dignity of individual
♦ It is committed to quality, Innovation and growth in every endeavor
♦ It is responsible Corporate Citizens

DGS&D INTRODUCTION

Background and Organizational Set Up


DGS&D has its origin in the India Stores Department, which was established in the year 1860
in London for purchase of imported stores. In 1922, India Stores Department was established
in India to arrange purchases for Government Civil Departments and Military Purchases. In
1951, the set up of Purchase and Inspection was reorganized and DGS&D was constituted, in
its present form, to handle all government purchases centrally, in tune with the nation
building exercise being undertaken at that time. Since then DGS&D has been functioning as
the ‘Central Procurement Organization’.

For over four decades, DGS&D acted as the sole procurement agency for Government of
India with a minor restructuring in 1974, under which Defence, Railways and P&T were
authorized to purchase items meant for their exclusive use.

With the liberalization of the Indian economy in 1991, DGS&D was required to concentrate
on its core activity of conclusion of rate contracts for all items of common use. Ministries/
Departments were permitted to make ad hoc purchases of specific items. Ministries such as
Ministry of Home Affairs, Ministry of Health & Family Welfare, Ministry of Defence,
Ministry of Railways, Ministry of Information & Broadcasting, Ministry of Urban Affairs &
Ministry of Rural Development etc. were provided with specialist Purchase Officers from
DGS&D to manage such purchase activity efficiently.

DGS&D, the Central Purchase Organization of Government of India is now an attached


office of Department of Commerce (Supply Division), Ministry of Commerce & Industry.
DGS&D has two professional cadres namely the ‘Indian Supply Service’ and the ‘Indian
Inspection Service’ for carrying out procurement and quality assurance work. These services

Page | 13
were constituted in 1961. The officers of these cadres are recruited through combined
Engineering Services Examination conducted by UPSC. The functions of DGS&D are carried
out through its Supply wing & Quality Assurance (QA) wing. Supporting services are
provided by Administration, Vigilance, Complaints and Public Relations, Planning & Co-
ordination, Internal Work Study Unit, Management Information Services, Registration,
Litigation, Import & Shipping and Computerization & Training Directorates.

Address of Director General of Supply and Disposal


DGS&D Head Qrs, New Delhi
5, Parliament Street, New Delhi – 1
Tel. Phone No.23362983.

OBJECTIVE OF DGS&D

1. Meeting the procurement needs of government organization.


2. Facilitate & provide service in the government purchases.
3. Reduce the time in the government purchases.

Role and Function of DGS&D

DGS&D comprises the following main wing –

 Supply wing.

 Inspection wing.

 Disposal wing.

 Other supporting division such as management information system, planning and


development, coordination and work study unit, legal and finance wing etc.

1. Supply Wing
The Supply or Purchase wing is the main functionary, which carries out procurement
action for conclusion of Rate Contract (R/C) and ad-hoc purchases. The activities
of this wing includes processing of individual indents by calling tenders, analysis of
offers, taking purchase decisions, issue of amendments, placement of contracts, and
pursuing them etc. There are Regional Supply Offices at Mumbai, Chennai &
Kolkata, which have been set up due to large concentration of particular industries at
these places. The Purchase Directorates at Headquarters handle the procurement of

Page | 14
centralized items of stores. The Regional Supply Offices at Kolkata, Mumbai &
Chennai procure items allotted to them. The Regional Offices also entertain ad-hoc
indents from the Indenting Departments as per the territorial jurisdiction of each office
with exception of Jute, Coir and Textiles.

2. Inspection Wing
Quality Assurance Wing of DGS&D (formally known as Inspection Wing) is the
Inspection Agency of the Govt. of India and is a technical arm of DGS&D providing
complete support in purchase activity by laying down specifications, assessing the
vendors, technical evaluation of bids & assuring quality of stores for their conformity.
QA wing is headed by Additional Director General (QA) who is part of the
Organization of DGS&D at New Delhi and consists of a team of professionally
qualified experts, trained in India & abroad in various disciplines of engineering. QA
wing has officers in four zones and each of the zones is headed by a Deputy Director
General (QA) with two to three Directorates and further sub-offices in each zone. In
all there are 28 field offices across the country including NI circle at Delhi, covering
all major centers of Industrial activities, for handling the field activities.

Advantages in Associating with DGS&D

To Suppliers

• Its REGISTRATION is held in high esteem by all Govt. Department/Agencies.


• Award of rate contract lends respectability & image enhancement.
• Marketing effort requires is nominal.
• Consistent & uniform purchase policies & procedures.
• Availability of technical guidance for upgrading manufacturing processes & for
building product quality.
• Uniform Quality Assurance techniques lead to standardization.
• Registered suppliers are given prior intimation about tenders.

To Buyers

• Facility of bulk purchase of lowest competitive price.


• Enables buying as & when required.

Page | 15
• Saves effort involved in tedious & frequent tendering.
• Just in Time availability of supplies for inventory management.
• Availability of quality goods with full quality assurance back-up.

Disadvantage with DGS&D

The major disadvantage with DGS&D is limited company for purchasing. Because limited
companies are registered with DGS&D and they have limited no of product. So the choice for
the customer in purchasing is limited. This is the main disadvantage with DGS&D.

TENDER

• It is a bidding process that is open to all qualified bidder and the sealed bids are
opened usually in public for security and chosen on the basis of price and quality.
• It is also called competitive tender or public tender.

RATE CONTRACTS OF DGS&D

The present role of the DGS&D is mainly to conclude the rate contracts to be operated by the
consuming departments of the Government for items of common use. DGS&D has been
identifying such items, whose anticipated annual purchase by Government Organizations is
normally more than Rs. 25 lakhs a year, and bringing such items on rate contract. The
purchase policy envisages according preference to indigenously produced stores vis-à-vis
imported stores. DGS&D concludes rate contracts with manufacturers, as a matter of policy.
Only where manufacturer himself does not market his products, DGS&D entertains sole
distributor/ selling agent in lieu. For imported stores, DGS&D may deal with stockiest/
suppliers of imported stores provided they have proven relationship with the foreign
manufacturer with guarantee of after sale service and supply of spares. Such entities are
required to have adequate infrastructure for after sale service in India.

The DGS&D undertakes pre-dispatch inspection of stores on orders placed by civil indenters
on rate contracts. This ensures that stores actually supplied are strictly as per rate contract
specifications & are of proper quality. The Quality Assurance Wing of the DGS&D also
undertakes inspection of the stores being purchased by Government Departments outside rate

Page | 16
contracts on payment of fees, as also inspection for State Governments/ PSUs & other
Government Organizations.

The paying authority in respect of the rate contracts is the Chief Controller of Accounts
(CCA(S)), Department of Commerce (Supply Division). Subject to adequate safeguards,
advance payment upto 98% of the value of the stores is given to the suppliers on submission
of bills in the Offices of the CCA(S). The policy of making advance payment facilitates cash
flow for the industrial units.

Advantages of The Rate Contract Scheme:

To Buyers:

• Facility of bulk rate at lowest competitive price.


• Saves time and effort in tedious and frequent tendering at multiple user
locations.
• Enables buying as and when required.
• Just in time availability of supplies reduces inventory carrying cost.
• Availability of quality goods with full quality assurance back up.

To Suppliers

• Access to large volume of purchase without going through tendering and follow
up at multiple user locations – saving in administrative and marketing efforts
and overheads.
• Rate contract lends respectability and image enhancement.

GENERAL CONDITIONS OF CONTRACT:

i. This Rate Contract and Supply Orders placed against the Rate Contract shall be
governed by the General Conditions of the Contract as contained in Form No.
DGS&D-68 (Revised) as amended upto date: Special Conditions governing Rate
Contract contained in Form No. DGS&D-69 and Instructions to Tenders quoting
against Tender Enquiries issued by the DGS&D contained in Form No. DGS&D-229;
and also the conditions set out herein, unless otherwise stated in Special Conditions of
Contract contained in "SCHEDULE "B" The rate contract and the supply orders shall
be issued for and on behalf of Purchasers as indicated below:
• President of India
• Governor(s) of State(s) as mentioned in the Constitution of India
• Heads of Union Territories
• Officers of Public Sector Undertakings/Bodies & Corporations.

Page | 17
ii. This rate contract will be operated by the officer’s authorized by DGS&D, to be called
as the Direct Demand Officer (DDO), in addition to the Officers of the DGS&D. The
list of DDOs can be obtained from the concerned Purchase Directorate. DGS&D may
add or remove any officer from the list at any time during the currency of the rate
contract.
iii. The Indenting Officers who are not authorized to operate the Rate Contract may place
indents in the prescribed form to one of the following offices.
• Directorate General of Supplies and Disposals,
Jeewan Tara" Building, 5, Sansad Marg,
New Delh - 110 001.
• Office of Deputy Director General of Supplies & Disposals New CGO
Complex, New Marine Lines,
Mumbai - 400 020.
• Office of Deputy Director General of Supplies & Disposals 6, Esplanade East,
CALCUTTA - 700 069.
• Office of Deputy Director General of Supplies & Disposals, Shastri Bavan, 35
Haddows Road, Chennai - 600 006.

iv. DDO should preferably act on the copies of rate contracts obtained from DGS&D
only. If under special circumstances they have to act on copies of RC obtained from
the firms they should act on only such copies which are certified by an officer not
below the level of G.M. of the firm that the copies provided are complete, along with
all amendments since issued without deleting or altering any provisions of the rate
contract and also subject to the condition that the same officer signs each page of the
copy of the R.C. However, in such cases, DGS&D will not be responsible for any acts
of omission or commission by the firms.

IMPORTENCE OF MAILERS

We believe that Corporate Mailers are some of the most effective marketing tools of today.
Today many MNC’s use this technique to identify the customers need and requirement of
product . Mailers are helpful to advertise the new line of products or services in a better way.

Company designing a mailer exclusively for each our client, keeping in mind their specific
requirements and targeted audiences in mind.
Company believe that every time they launch a new line of products or services their
corporate mailer designs would play the key role in promoting them to their customers in the
most efficient manner.

Advantage to customer

Page | 18
• Easy to know about the product line and services of company
• Easy to communicate with company because mailers have full information about
company.

Advantage to organization
• It is cheapest way to communicate with customer in compression to advertisement on
media and mobile services.
• Postcard mailers have full data base of product or brand so no need to deliver the
information in other way like media.

EPABX INTRODUCTION
EPABX - Electronic Private Automatic Branch Exchange

EPABX-a telephone exchange that is owned by a private business, as opposed to one owned
by a common carrier or by a telephone company.

“Electronic Private Automatic Branch Exchange” .This is a mini exchange in which you can
input 2/3/4/more telephone lines and can take out so many outputs. This feature depends
upon the model that you choose.

The EPABX system is a Digital Microprocessor based stored program control with latest
Software Version. It has facility to connect Computer Terminal, Telephone, and Paging
System through suitable Interface common to all such devices.
PBXs make connections among the internal telephones of a private organization — usually a
business — and also connect them to the public switched telephone network (PSTN)
via trunk lines. Because they incorporate telephones, fax machines, modems, and more, the
general term "extension" is used to refer to any end point on the branch.

PBXs are differentiated from "key systems" in that users of key systems manually select their
own outgoing lines, while PBXs select the outgoing line automatically. Hybrid systems
combine features of both.

Initially, the primary advantage of PBXs was cost savings on internal phone calls: handling
the circuit switching locally reduced charges for local phone service. As PBXs gained
popularity, they started offering services that were not available in the operator network, such

Page | 19
as hunt groups, call forwarding, and extension dialing. In the 1960s a simulated PBX known
as Centrex provided similar features from the central telephone exchange.

System components

• The PBX’s internal switching network.


• Microcontroller or microcomputer for arbitrary data processing, control and logic.
• Logic cards, switching and control cards, power cards and related devices that
facilitate PBX operation.
• Stations or telephone sets, sometimes called lines.
• Outside Telco trunks that deliver signals to (and carry them from) the PBX.
• Console or switchboard allows the operator to control incoming calls.
• Uninterruptible Power Supply (UPS) consisting of sensors, power switches
and batteries.
• Interconnecting wiring.
• Cabinets, closets, vaults and other housings

REASEARCH METHODOLOGY
RESEARCH PROBLEM

• Market research for EAPBX and Feedback for it


• Find out the requirement of EAPBX

RESEARCH DESIGN

• PRIMARY DATA is collected through questionnaire, search and research through


place where today's EAPBX systems has been mostly used.

• SECONDARY DATA is being search sites like company magazines, newspapers,


journals, websites and the data has been collected through other approaches.

DATA COLLECTION

Page | 20
The researcher collected information through the offices of government organization,
official websites, magazines and journals.

DEVELOPED THE RESEARCH FRAME

This included deciding upon various aspects for the project on which the entire research is
based. The research frame included.

NATURE OF STUDY

The project on which the researcher worked is descriptive and inferential in nature.

DATA SOURCE:

The researcher took the help of both primary as well as secondary sources. Secondary
sources being interaction with various government organization people of the selected and
has been chosen for the research by the researcher.
Secondary sources being the internet as the medium and the official sites of the government
sectors and corporate selling and feedback of HCL.

INSTRUMENT USED

The researcher for the research used a Questionnaire cum Schedule for market research. The
Questionnaire was prepared by the researcher and Schedule was provided by the company in
which the researcher did its research report.

SAMPLE SIZE

The sample size for the research is fixed. It counts to 50 from different government
organization and private originations.

Page | 21
DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATIOIN

Sample Size = 50

1. Do you use intercom for business communication?


a) Yes b) no

Yes 42
No 8

Page | 22
After research on market it was observed that most of the government organization using
intercom for their business communication.

2. What type of system do you use?


a) Analog EPABX
b) Digital EPABX
c) Hybrid EPABX
d) IP PBX

Analog EPABX 12
Digital EPABX 24
Hybrid EPABX 08
IP PBX 06

It was observed that major part of government organization used Digital EPABX and Analog
EPABX. But the market of IP PBX also exists in the market.

3. How many ports do you use?


a) 0<20
b) 20-30
c) 30-40
d) 40-above
0<20 06
20-30 14
30-40 10
40-above 20

Page | 23
It was observed that most of the government organization have 40-above ports or extension
but at the time of research the researcher found that some organization was using 300-above
port.

4. What are the facilities do you use in the system?


a) call transfer
b) call waiting
c) video/audio conferencing
d) all above

Call transfer 32
Call waiting 08
Video/audio conferencing 04
All above 06

It was observed that most of the organization using call transfer, call waiting facilities in their
system. Because they have no requirement for that system. But some organizations are using
advance technology because they want better service and technology.

5. Are you satisfied with the system which you are using?

Page | 24
a) Yes b) no

yes 32
no 18

36%

yes
no

64%

It was observed that major parts of government organization are satisfied with their system. The
region behind it that most have newly installed system or some have in warranty period.
6) If not satisfied, what is the cause of your dissatisfaction?
a) Poor service
b) High maintenance
c) Poor performance
d) Unwanted features

Poor service 28
High maintenance 07
Poor performance 05
Unwanted feature 10

The major part of dissatisfaction is poor service of the system. High maintenance is also is
cause of dissatisfaction. So the20%
final result is that customer wants a good service for their
Poor service
system. High maintenance
10% Poor perf ormance
56%
7) What type of company is having the AMC support?
14% Unw anted f eature

a) Regional office of the company


b) Any other local player
Regional office of the company 27
Any other local player 23

Page | 25
Major part of customer wants AMC of regional office of the company. So that they can get a
good service in a short time.

8) are you facing any problem with current use product line?
a) yes b) no
Yes 14
No 36

The above pie chart show that maximum part of customer are satisfied with their system
because of Extended warrenty, and sevice.

9) Do you need up gradation in your system?


a) yes b) no
Yes 12
No 38

Page | 26
It was found that only 24% customer want to chang theire system because they want
technology with good service.

10) What is the brand used for business communication system?


a) Ericssion
b) Tadrian Coral
c) HCL Palomino IP BX
d) Other
Ericssion 22
Tadrian 16
HCL Palomino IP PBX 05
Other 07

Most of the market cover by ericssion ie. Digital EPABX . but IP PBX also sastain in the
market.

11) What was the offer that you got when you bought your system?
a) Prices Discount
b) Extended Warranty
c) Freebies
d) Other
Prices Discount 24
Extended Warranty 18
Freebies 06
Other 02

Page | 27
Maximum customer wants prices discount and extended warrenty at the time of purchasing
the product. They also want a good service and freebies of the product.

12) The basis of buying or upgrading your communication system is….


a) Chang in Technology
b) On requirement basis
c) Sales & Promotion Offer
d) Predefined Timeframe

Chang in Technology 18
On requirement basis 28
Sales & Promotion Offer 04
Predefined Timeframe 10

Most of the government organization purchase the system when they have requirement.but
some of the organization purchase the system when technology had been changed like poloce
organization, defence and railway etc.

13) Where do you get the information about the latest offer?
a) Company Mailers
b) Sales Executive of Company
c) News Paper
d) Magazine

Company Mailers 20
Sales Executive of Company 25
News Paper 03
Magazine 02

Page | 28
In the customer point of view they know about the latest offer through company excutive,
company mailers. Because they have full information about the project which they have
newly launch.

14) In what way you have to purchase your product?


a) On DGS&D Rate Contracts
b) Direct Purchasing
c) By Tender

On DGS&D Rate Contracts 31


Direct Purchasing 05
By Tender 14

Most of the customers wants to purchase their system on DGS&D rate contracts ( 62%
customer ). these rate are allready testd by government of india inspectiopn team.

Page | 29
MAJOR PLAYER IN THE MARKET

1) Accord Communications Ltd.


2) BPL Telecom Private Ltd.
3) Matrix Telecom Private Ltd.
4) HCL Infosystems Ltd.
5) Coral Telecom Ltd.
6) Bharti Teletech Ltd.
7) Intellicon Private Ltd.

Accord Communications Ltd.


Incepted in the year 1990, at Accord our mission is to reach business excellence through value-based
communication services and uncompromising quality. Involved in the core business of
Manufacturing, Marketing / Exports & Servicing of PABX / KTS Systems, we are recognized experts
in our field as we conquer new thresholds in Communication Technology.

Today approx. above 1.0 Million Ports are in operation & being maintained
by us. The company attributes its overwhelming success to the dedicated team, who sees its vision,
believes in it and helps it achieve its goals. Our Business Objective is to attain Customer
Satisfaction followed with Repeat Sales & Transparent working.

BPL Telecom Private Ltd

BPL Telecom Private Ltd. provides cutting-edge solutions, services and products in the
broader areas of Consumer Telecom Products, Enterprise Communications Products, Power
Line Communication Equipments for the Power utility segment, with a dedicated focus
towards hardware and software solutions for highly competitive global markets.
Specific offerings span the areas of Consumer Telecom Products, Enterprise Communication
Products, Power Line Communication Equipments and Products for the Enterprise & Utility
BPL Telecom produces a wide range of innovative, high-tech customer premises equipment,
including Push Button Telephones, Cordless phones, Speaker phones, FM Radio Phones,
answering machines etc.

Page | 30
Matrix Telecom Private Ltd

Matrix is competitor of HCL Infosystem ltd in telecom market. As an innovative, technology


driven and customer focused organization, the company is committed to keeping pace with
revolutions in the telecom industry. This has resulted in bringing forth of cutting edge
products like Digital PBXs, Digital and ISDN Key Phone Systems, GSM FCTs, GSM
Gateways, VoIP Products, Voice Messaging Products, Intercom Security Products and PLCC
EPAXs. With over 1,000,000 line units installed and growing by over 1000 line units per day,
the installed base of Matrix connects over 10,000,000 calls every day. Thus, Matrix has
gained the trust and admiration of users representing the entire spectrum of industries. No
wonder, Matrix has won awards for the Best PBX and Key Phone System Company.

Coral Telecom Ltd

Coral Telecom’s portfolio of solutions cover the full range of communication needs,
delivering highly flexible, reliable and cost effective solutions to suite the various needs of its
customers with extensive scalability for investment.
The company exports its products to 14 countries across the globe with a strong presence in
UAE, South Africa and East Africa. Its products are approved by the telecom regulatory
authorities of South Africa, Sri Lanka, Kenya, Tanzania, UAE and other.

Bharti Teletech Ltd

Established in 1985, Bharti Teletech is a subsidiary of India’s leading business conglomerate,


Bharti Enterprises. The Company is currently engaged into distribution & marketing of wide
range of products that include Smart Phones, high quality cordless phones, modems, audio /
video conferencing products, Free To Air Set Top Boxes, Fixed Cellular Phones & Fixed
Wireless Terminals. The alliances are with Blackberry, Apple, ASUS, Polycom, Transcend,
Logitech, Huawei, Samsung, Aastra, Panasonic and Sanyo. Apart from this, Bharti Teletech is
also engaged into manufacture of high quality landline telephones at its manufacturing
operations Ludhiana under Beetel brand for Airtel, BSNL / MTNL as well as retail market &
exports to over 30 countries across more than 5 continents.

Bharti Teletech currently commands a leading share in retail as well as the telecom service
provider segments. Buoyed by its experience & success in distribution & marketing as well
as the changing sphere of Indian economy, the Company plans to offer a high range of
products to the consumers, going forward.

Intellicon Private Ltd

Intellicon began its telecom operations in 1988, manufacturing C-DOT based Digital EPABX
Systems. By 1991-92, The Company quickly progressed to become the largest manufacturer
in this product range, duly recognized with a prestigious Productivity Award from C-DOT.

Page | 31
The product was customized to suit various niche markets such as Police, Defense and
Electricity Boards, Networking Projects, Railways, Group EPABX Systems for DOT
Franchisees etc. The Call Management Package along with Terminal based Console
(Termcon) became extremely popular among cost conscious corporate and attracted a large
private market.

ROLE OF ADVERRISMENT

Consumerism is the new word of today’s market. Market belongs to the consumers and he is
the king. His tastes and preferences have undergone a big change. When a new product enters
the market it needs a lot of promotion. Promotion can be done by different ways. For
promoting a product whether it is raw material or finished product, a lot of things have to be
done like free offers, introduction of products in the market. In old days, people generally
have a very limited choice. There was no much variety. There were also limited means of
advertisements. Technology was not much developed. The only means of advertisement was
through radios or newspapers. Now, more modern means like television and computer have
come in every house. This is a great means to advertise articles whether it is clothes,
television, consumers good or any other accessories. An advertisement is a means to promote
a thing. There are various ways of advertisements like putting hoardings on the walls near
residential areas or ad on radios or television. The budget and the sources decide which will
the best medium to advertise for a company.

When a product is further improved, even then the advertisement is needed. Advertisement
plays a great role in making a good popular as it makes people aware of the product, its
benefits and price. In today’s world, when we go to the market, we find wide variety of
goods. Even a small thing like soap has too many varieties and brands. There are a large
number of companies manufacturing the product. So it is the consumer who decides the final
choice he has made. It is the consumer who is decision maker of any product. When a new
product is launched, it needs some media through which it can be promoted. So, distributing
pamphlets, advertisement in newspapers, television play a great role in promoting it.
Technology has further improved ways to advertise a thing; internet in computer has become
a one of big source to promote a thing.
Now it is not always a product which needs popularity. If any new website or a business or
any upcoming institution which has been just launched, it needs to be introduced to the
consumers. Proper and clear flow of information plays a great role in today’s business world.
The more precise and meaningful is the message contained in the advertisements, the more
effective it would be. The type of classifieds has also changed. More and more techniques are
now coming in add world. The more use of colors and graphics have made ad world more
effective. Digital techniques have given classifieds a new spice. Multimedia is the new in
thing. Here is something for the people who wish to advertise. This website can provide you
with a solution to your problems. We provide you various offers so that you can advertise

Page | 32
through this website. There are very effective templates and designs you can select for your
advertisements. Very cheap rates for any kind of classified advertisements will be charged.

MARKETING STRATEGI

Mr. Paul added, "As part of our strategy to sustain the number one slot, we plan to introduce
new products that have been designed bearing the customer needs in mind. We hold
numerous user meets across the country every year to get customer feedback and these new
launches are a result of this painstaking, yet rewarding exercise,"

HCL Insys, a technology integrator, offers its customers technology solutions across multiple
platforms. This is as a result of its expertise in developing state-of-the-art indigenous
enterprise solutions; understanding of the networking technology; its design capabilities in
product engineering; integrating diverse hardware components and its access to specialised
technology for turnkey projects through partnerships with various world class players. With a
definite and distinct focus on enterprise solutions and personal computers, HCL Infosystems
(HCL Insys) has direct customer service centres at 143 locations, 6 software export factories
and a state-of-the-art manufacturing facility.

HCL Insys has five overseas business entities in US, UK, Australia, Singapore and Malaysia.
HCL Insys manufacturing process are ISO 9001 certified, while its software development
processes have achieved SEI CMM Level 4. The company has recently set up an Internet
subsidiary called HCL Infinet Limited that will provide value added Internet services in the
B2B and B2C areas. With a mission statement to provide world-class information technology
solutions and services to enable its customers to serve their customers better, HCL Insys is
setting new standards of information technology in India

Page | 33
VOICE SOLUTION

Following products are available in Voice Solutions in HCL Infosystem Ltd.

1. AASTRA

2. TADIRAN

3. SAMSUNG

AASTRA

Previously known as Ericcson and bought by AASTRA a UK based company provides the
communication solutions from small, medium to big enterprises. Products handled by
AASTRA are:

Business Phone 250 also known as BP 250 creates the best communication system for small
to medium sized enterprises. Whether you need 8 or 300 extensions you can benefit from
high quality, IP Based communication for voice, data and multimedia traffic.

Page | 34
WHY BUSINESS PHONE 250

BP 250 helps in deploying Better Communications thru:


• Computer Telephony and data integration
• Add business class IP Telephony by combination with CT
• Get benefits from Unified Messaging
• Effectively integrate with standard tools, like MS Outlook
• Add communication services, like profiles, presence and group collaboration

IP Phones

IP Phones works on the principle of using IP/Data networks for signaling and voice media
transport. These phones provide a rich set of features compared to those available with PSTN
phones. IP Phones can be used with both wore-line and wireless interfaces and can be
deployed for enterprise as well as residential applications. Wide range of SIP based IP end
terminals can work with any standard based IP Switch/IPPBX/Network bringing you business
class voice.

Page | 35
MANAGEMENT HIERARCHY

LEADERSHIP

Page | 36
Shiv Nadar
Founder HCL, Chairman and CEO
HCL Technologies

Ajai Chowdhry
Co-Founder HCL, Chairman and CEO
HCL Infosystems

J V Ramamurthy
Chief Operating Officer
HCL Infosystems Ltd

Page | 37
Vineet Nayar
President: HCL Technologies

Ranjit
President and CEO of the
HCL Technologies (BPO)

Page | 38
KEY PARTNERSHIPS

Page | 39
CONSOLIDATED FINANCIAL RESULTS OF HCL

The company has reported consolidated revenue of Rs 3130.4 crores during the
quarter ended September 30, 2007 as against Rs 2824.0 crores in the
corresponding quarter of the previous year, a growth of 11%.

Profit before tax was reported at Rs 105.6 crores during the quarter ended September 30,
2007 as against Rs 93.5 crores in the corresponding quarter of the previous year, a growth of
13%.

Profit after tax was reported at Rs 72.1 crores during the quarter ended September 30, 2007 as
against Rs 67.1 crores in the corresponding quarter of the previous year, a growth of 8%.

Earnings per share:

Basic EPS for the quarter ended September 30, 2007 was Rs. 4.3 per share of Rs. 2/- each as
against Rs 4.0 per share in the corresponding period of the previous year.

Dividend:

The Board of Directors has recommended Interim dividend of Rs. 2/- per fully paid up share
(100% on an equity share of par value of Rs 2/- each).

Page | 40
SEGMENT RESULTS
Telecommunication & Office Automation:
Telecommunication & Office Automation business revenue for the quarter was Rs. 2365.7
crores as against Rs 2254.4 crores in the corresponding quarter of the previous year.

PBIT for the quarter was Rs. 66.9 crores as against Rs 62.3 crores in the corresponding
quarter of the previous year.

This quarter saw a high-powered trade promotion activity organized jointly by HCL and
Nokia, extended to its trade partners, the qualifying members of which got an opportunity to
be a part of Twenty 20 world cup matches in South Africa.
HCL’s Imaging business saw a steady growth in the previous quarter and continued to do
well. HCL won several prestigious orders. The quarter saw HCL foray into production
printing segment with a significant order from a progressive and fast growing major in the
south of India, requiring high speed, high capacity solution for its large volume utility bill
printing project. Another multi-crore win was a large order from a credit company to connect
its branches via MPLS & VPN.
The unique ‘HCL Digital Signage’ offering was very well received by Large/Medium
Format Retail Chains. This cost-effective solution meets the specific needs of the retailers by
enabling them to customize their digital signage contents to individual screens from remote
location. It helps retailer’s productivity and responsiveness, enabling secure access to
network resources and applications.
HCL also consolidated its Media & Entertainment business during the quarter with two
prestigious orders from Cable MSOs (Multiple Service Operators) in Bangalore and Mumbai.
HCL also announced its entry into Cable Set Top Boxes (STBs) for Conditional Access
System with new orders from MSOs in Kolkata and Bangalore. The company won several
new orders from prestigious Television and Radio channels, including Doordarshan. HCL is
leveraging its partnerships with global leaders in Media & Entertainment hardware, including
Sony*, BlueFish444*, Playbox* and Clyde Broadcast* among others to offer high-
performance solutions for the fast-growth broadcasting industry.

Computer Systems & Other Related Products:

Page | 41
Computer Systems business revenues for the quarter was Rs. 764.6 crores as against Rs 563.6
crores in the corresponding quarter of the previous year, a growth of 36%.

PBIT of Computer Systems business for the quarter was Rs. 51.9 crores as against Rs 31.2
crores in the corresponding quarter of the previous year, a growth of 66%.

Computer Systems & Other Related Products:


This quarter witnessed another breakthrough win by HCL for the execution of a customized
infrastructure solution including computing and security solutions for the largest regulatory
body of the country. Another highlight of the quarter was the execution of a major hardware
deal by HCL as part of the large System Integration project for UP State Wide Area Network
undertaken by a government consultancy.
After the successful conclusion of the pilot phase conducted in 2006- 07 this quarter saw the
implementation of CIPA (Common Integrated Police Application) by HCL in more than 421
police stations covering Maharashtra, Haryana, Punjab, West Bengal, Meghalaya, A.P.,
Sikkim and Delhi.

In a drive to empower its regional executives with the unique power of mobility, a major
finance outfit present across 400 locations in the country placed with the company a large
order of HCL Leaptops in the last quarter.

Earlier in the quarter, HCL became the first Indian company to break the One Terabyte
storage barrier in PCs with the launch of HCL 1TB PC. A boon for the enterprise customers
undertaking data-intensive projects in graphic designing, animation, publishing and video
editing etc. one terabyte capacity allows consumers to store 56,000,000 pages of letter-sized
text, 333,000 high-resolution (3MB each) jpeg images, 1,000,000 e-Books, 250,000 MP3
songs (4MB each), 500 standard-definition movies, 125 high-definition movies.

The last quarter further reiterated HCL’s quest to bring in the latest technology for the Indian
enterprise customers as the company heralded the era of quad-core computing in the high-end

Page | 42
server market. HCL launched its first Quad- Socket High -End Enterprise server, HCL IGL
4700 FC based on Intel’s latest 7300 series of Quad core Xeon MP Processors. This quad-
socket server can handle a virtualized application environment with up to 16 virtual
Machines, allowing it to single-handedly cater to all infrastructure requirements of emerging
businesses.
Next in the series was the launch of HCL Infiniti Xcel Line 2200 LY and 2200 YA Servers,
based on Quad-Core AMD Opteron processor, coinciding with the global launch of the
processor. The performance versatility offered by HCL’s new server line-up makes it the
perfect fit for frequency-intense application workloads in multi-threaded, multi-tasked
environments, typically experienced in HPC (High Performance Computing), Virtualization,
Web Serving, Defence/Military and EDA/CAD/CAE applications. Designed to deliver
increased energy efficiency, performance and virtualization support, the new HCL servers
powered by Quad-Core AMD OpteronTM processor are targeted at banks, scientific and
research labs, animation studios and software solution companies.

HCL also leveraged Toshiba’s superior technology advantage in notebooks with the launch of
two new Thin & Light and Ultraportable models – Portege M600 and Portege R500
respectively. The company also moved towards enhanced market penetration for Toshiba by
covering 25 (additional) cities across India, apart from ensuring presence of Toshiba’s
notebook range in all major Large Format Retail Chains – Croma, Next, Jumbo, Vijay Sales,
Max Hypermarket, Staples and IT Junction.

Gearing up for the up coming festival season, customized marketing strategies based on
unique target customer segments were aimed to create consumer awareness about HCL
Leaptops & HCL Ezeebee desktops. 10 HCL branded Vans branded as ‘Carnival on Wheels’
carried these products pan India. An innovative, one of its kind, six-week campaign
‘Monsoon Double Dhamaka’ was launched across the country. Customers who bought Intel
Core2Duo powered HCL PCs got a scratch card giving them an opportunity to win 45 gold
coins, six holidays in Singapore or Malaysia or the mega prize of one holiday in Switzerland
for a couple. This doubled the excitement in the market, drawing more customers to
experience the superior value offered by HCL desktop and notebook PCs.

Page | 43
MARKETING AND SELLING STRATEGI

Now days every companies playing strategies so as to attract customers and increase
revenues and also customer base. Pent-up demand, attractive price points and economic
stability propelled PC growth. PCs are acting as entertainment centers with TV functionality,
supported by the digital sound experience and large screen displays.

At present in the market many of telecom companies are running their business. They
introduce their product forcibly, in this way HCL Infosystem Ltd. Differentiate itself with
their successful marketing strategy. HCL Infosystem Ltd. telecom technology's position
relative to these drivers:

• Price: HCL Infosystem Ltd adopts a strategy to sell their product on DGS&D rate
contract these are the government approved rate contract. So there is no doubt in
government purchases.
• Features: Within the given product module, company introduce best business
communication technology ie. IP PBX. it consist number of feature.
• Service Offering: HCL Infosystem is only a company to provide direct customer
services to their customer. In this way company provide best services to their
customer.
• Product Flexibility: HCL Telecom Technology will strive to maintain a lead in
the ability of the operator to easily add schemes and re-configure the system. In
addition, HCL Telecom Technology will maintain an open environment. HCL
technology is easy to install & easy to use.
• Vendor Experience: HCL Infosystem Ltd. will follow a stepped strategy to be
sure we under-commit and over-deliver to our customers. HCL Infosystem Ltd has
a joint venture with best vendor and suppliers of like Aastra, tadiran Coral etc.

THE DECISION MAKING PROCESS

Page | 44
Decision makers, who are used to depending on their past experiences, must make decisions
and take actions in the rapidly changing world we face today. In this turbulent environment,
the ability to successfully view the current situation through the traditional "good judgment"
viewpoint is weakened through increasing external noise (a multitude of information sources
on multiple topics) and changing.

Buyer behavior - Decision-Making Process


Research suggests that customers go through a five-stage decision-making process in any
purchase. This is summarised in the diagram below:

Page | 45
This model is important for anyone making marketing decisions. It forces the marketer to
consider the whole buying process rather than just the purchase decision (when it may be too
late for a business to influence the choice!)

The model implies that customers pass through all stages in every purchase. However, in
more routine purchases, customers often skip or reverse some of the stages.

A customer can obtain information from several sources:

• Personal sources: family, friends, neighbors etc.

• Commercial sources: advertising; salespeople; retailers; dealers; packaging; point-of-


sale displays.

• Public sources: newspapers, radio, television, consumer organizations; specialist


magazines.

• Experiential sources: handling, examining, using the product

Research suggests that customer’s value and respect personal sources more than commercial
sources (the influence of “word of mouth”). The challenge for the marketing team is to
identify which information sources are most influential in their target markets.
The final stage is the post-purchase evaluation of the decision. It is common for customers to
experience concerns after making a purchase decision. This arises from a concept that is
known as “cognitive dissonance”. The customer, having bought a product, may feel that an
alternative would have been preferable. In these circumstances that customer will not
repurchase immediately, but is likely to switch brands next time.

To manage the post-purchase stage, it is the job of the marketing team to persuade the
potential customer that the product will satisfy his or her needs. Then after having made a
purchase, the customer should be encouraged that he or she has made the right decision

Page | 46
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Customer Relationship Management (CRM) refers to the methodologies and tools that
help businesses manage customer relationships in an organized way.
CRM is a term that is often referred to in marketing. However, there is no complete
agreement upon a single definition. This is because CRM can be considered from a number
of perspectives. In summary, the three perspectives are:

1. CRM from the Information Technology Perspective.


From the technology perspective, companies often buy into software that will help to
achieve their business goals. For many, CRM is far more than a new software package, the
renaming of traditional customer services, or an IT-based customer management system to
support sales people. However, IT is vital since it underpins CRM, and has the payoffs
associated with modern technology, such as speed, ease of use, power and memory, and so
on.

2. CRM from the Customer Life Cycle (CLC) Perspective.


The Customer Life Cycle (CLC) has obvious similarities with the Product Life Cycle
(PLC). However, CLC focuses upon the creation of and delivery of lifetime value to the
customer i.e. looks at the products of services that customers need throughout their lives. It is
marketing orientated rather than product orientated. Essentially, CLC is a summary of the key
stages in a customer's relationship with an organization.

3. CRM from the Business Strategy Perspective.


The Business Strategy perspective has most in common with many of the lessons and
topics contained on this website, and indeed within the field of marketing itself. The diagram
below shows the Marketing Teacher Model of CRM and Business Strategy. Our model
contains three key phases - customer acquisition, customer retention and customer extension,
and three contextual factors - marketing orientation, value creation and innovative IT.

CRM MODEL

Page | 47
A commonly cited definition of CRM is that of CRM (UK) Ltd (2002), as follows:

Customer Relationship Management is the establishment, development, maintenance and


optimization of long-term mutually valuable relationships between consumers and
organizations. The relationship delivers value to customers, and profits to companies. The
relationship is supported (but not driven) by cutting edge IT. The business strategy is based
upon the recruitment, retention and extension of products, services, solutions or experiences to
customers. This is the core of CRM.

FINDINGS & LIMITATIONS

Every project has some limitations even the researcher came across some limitations while
working on the project which made the analysis a little inappropriate at times. Some of the
basic limitations faced during the research are listed below:
Only limited number of government organization and banks where it has been found 50
players was covered in the study.
• Most of the research was based on cold calls.
• There was a bias on the part of the respondents.
• The research is based on Lucknow market.
• At the time of research several time most of the Administrative officers were not
present in their departments.
• At the time of research most of the administrative officers did not sincerely respond to
the researcher.

SUGGESION AND RECOMMENDAATION

• 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.

Page | 48
• Company executive should pay proper attention towards checking of various
components of PC and telecom 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 Infosystems is
increasing with tremendously fast pace.

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

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

CONCLISION

Marketing is a very crucial activity in every business organization. Every product produced
within an industry has to be marketed otherwise it will remain as unsold stock, which will be
of no value. I have realized this fact after completion of my summer training project. Despite
of various difficulties and limitations faced during my summer training project on the topic
“MARKET POTENTIAL FOR EPABX SYSTEMS, USE OF DGS&D RATE
CONTRACTS AND LEAD GENERATION THROUGH MAILERS” . I have tried my
level best to find out the most relevant information for the organization to complete the
assignment that was given to me. After completion of my summer training project I have
gained several experiences in the field or sales marketing. I have got the opportunity to meet
various people, which fluctuate in different situation and time. This summer training project
has given me the opportunity to have first experience in the corporate world.

Theoretical knowledge of a person remains dormant until it is used and tested in the practical
life. The training has given to me the chance to apply my theoretical knowledge that I have
acquired in my classroom to the real business world. I have completed my summer training
project in which are involved in its successful completion. In spite of few limitations and
hindrance in the summer training project I found that the work was a challenge and fruitful. It
gives enough knowledge about the computers market and the distribution process undertaken
by an organization. This summer training project has enabled my capability in order to
manage business effectively and in my career in future.

Page | 49
BIBLIOGRAPHY

BOOK

AUTHOR: KOTLER PHILIP

TITLE: MARKETING MANAGEMENT

PLACE OF PUBLICATION: DELHI

PUBLISHER: TATA MC GRAW HILLS


PUBLISHING CO. LTD

MAGAZINES / JOURNALS / NEWSPAPERS

♦ Business Today
♦ The Financial Express
♦ The Times of India
♦ Company Annual Magazine

WEBSITES:

♦ www.hcl.in
♦ www.indiainfoline.com
♦ www.google.co.in

Page | 50
♦ www.hp.com
♦ www.saharacomputer.com
♦ www.acer.com
♦ www.dell.com
♦ www.ibm.com
♦ www.hclinfosystem.in

ANNEXURE
QUESTIONNAIRE

Dear Respondent,
We are conducting a survey of product EPABX for business communication.
This survey would help us in serving you better. Please fill the questionnaire with due
care and attentiveness and to the best of your knowledge to help us gauge your likes and
dislikes. The questionnaire has instructions to facilitate you while filling up the
questionnaire. Please feel free to ask though, wherever necessary.

Name ____________________________________
Designation ____________________________________
Address ____________________________________
Contact No. ____________________________________

1) Do you use Intercom for business communication?


a) yes b) no

2) What type of system do you use ?


a) Analog EPABX
b) Digital EPABX
c) Hybrid EPABX
d) IP PBX

Page | 51
3) Which type of trunk do you use?
a) Analog
b) Digital

4) How much port do you use?


a) 10-20
b) 20-30
c) 30-40
d) 40-above
5) What are the facilities do you use in the system?
a) Call transfer
b) Call waiting
c) Video/Audio Conferencing
d) Others
6) Are you satisfied with the system which you are using?
a) Yes
b) No
7) If not satisfied, what is the cause of your dissatisfaction?
a) Poor service
b) High maintenance
c) Poor performance
d) Unwanted features
e) Other reason

8) Do you have AMCs?


a) yes
b) no

9) What type of company is having the AMC support?


a) Regional office of the company
b) Any other local player

10) Are you facing any problem with current used product line?
a) yes
b) no

11) Do you need up gradation in your system?


a) yes
b) no

12) What is the brand used for business communication system?


a) Ericssion
b) Tadrian coral
c) HCL Palomino IP PBX
d) Any other

13) What was the offer that you got when you bought your system?

Page | 52
a) Prices discount
b) Extended warranty
c) Freebies
d) Other

14) The basis of buying or upgrading your communication system is..


a) Chang in technology
b) On requirement basis
c) Sales and Promotional offers
d) Predefined timeframes

15) Where do you get the information about the latest offer?
a) News paper
b) Magazine
c) Television & Radio
d) Other

Thanks for filling up the questionnaire and for your valuable time.
Have a great day !!!

Page | 53