CONTENTS

Chapter 1
1.1
1.2
1.3
1.4
1.5
1.6
1.7
Chapter 2

PART A - ORGANISATIONAL STUDY

Industry Profile
Introduction
Types of computers
Future of IT hardware industry in India
Growth drivers of the Indian IT hardware ecosystem
Challenges faced by Indian IT hardware manufacturers
PEST Analysis
Major Competitors
Company Profile

2.1
2.2
2.2.1
2.2.2
2.2.3
2.2.4
2.3
2.4
2.5
2.6

Introduction
Guiding Principles
Vision & Mission
Quality Policy
Objectives
Philosophy of Quality
Organization Structure
History
About HCL Infosystems
The 6 S

22
23
23
23
23
24
25
27
33
36

2.7

Business Model

37

2.8
2.9

About HCL Frontline Division

About HCL Office Automation Division

40
40

2.10
2.11
2.12
2.13
2.14
2.15
2.16
2.17

Alliances & Partnerships

Key Partnerships
Product and Services
Awards & Recognition
PC market share
HCL Globe
Financial Highlights
SWOT Analysis

41
42
43
47
47
48
50
50

3
3
6
7
8
10
14

Chapter 3
3.1

PART B - STUDY OF PROBLEM

Research Design
Statement of the problem

54

3.2
3.3
3.4
3.5
3.6
3.7

Title of the Project

Objectives of the Study
Scope of the study
Operational Definitions
Research Methodology
Limitations of Study

54
54
54
55
56
57

Chapter 4

Data Analysis

4.1

Business Customers

59

4.2

Channel Partners

75

Chapter 5
5.1
5.2
5.3
Chapter 6

Findings, Suggestions & Conclusion

Findings
Suggestions/Recommendations
Conclusions
My Learning
Bibliography
Annexure

91
94
95
96

List of Tables
Business Customers
Table.4.1

Showing purchase behavior of business customer in past three 59

years.

Table.4.2
Table.4.3

Showing brands purchased by business customers in past 3 years

60
Showing attributes preferred by customers while buying laptops & 61
desktops.

Table.4.4
Table.4.5
Table.4.6
Table.4.7
Table.4.8
Table.4.9

Showing satisfaction level of customers towards SONY laptops &

desktops
Showing satisfaction level of customers towards Samsung laptops
& desktops
Showing satisfaction level of customers towards HCL laptops &
desktops
Showing satisfaction level of customers towards Lenovo laptops &
desktops
Showing satisfaction level of customers towards HP laptops &
desktops
Showing satisfaction level of customers towards Dell laptops

63
65
66
68
69
71

Table.4.10
Table.4.11

&desktops
Showing awareness of HCL's laptop and desktop computers
72
Showing customers recommendations of HCL Computers to their 73
friends and relatives.

Table.4.12

Channel Partners
Showing preference of dealers for laptops & desktops

75

Table.4.13

Showing attributes preferred by dealers

76

Table.4.14

Showing satisfaction level towards SONY laptops & desktops.

78

Table.4.15

Showing satisfaction level towards Samsung laptops & desktops.

79

Table.4.16

Showing satisfaction level towards HCL laptops & desktops.

81

Table.4.17

Showing satisfaction level towards Lenovo laptops & desktops.

83

Table.4.18

Showing satisfaction level towards HP laptops & desktops.

84

Table.4.19

Showing satisfaction level towards Dell laptops & desktops.

86

Table.4.20

Showing awareness of HCL's laptop and desktop computers.

87

Table.4.21

Showing acceptance of dealership by dealers

88

List of Graphs
Business Customers
Graph.4.1

Showing purchase behavior of business customer in past three 59

years.

Graph.4.2
Graph.4.3

Showing brands purchased by business customers in past 3 years

60
Showing attributes preferred by customers while buying laptops & 62
desktops.

Graph.4.4
Graph.4.5
Graph.4.6
Graph.4.7
Graph.4.8
Graph.4.9

Showing satisfaction level of customers towards SONY laptops &

desktops
Showing satisfaction level of customers towards Samsung laptops
& desktops
Showing satisfaction level of customers towards HCL laptops &
desktops
Showing satisfaction level of customers towards Lenovo laptops &
desktops
Showing satisfaction level of customers towards HP laptops &
desktops
Showing satisfaction level of customers towards Dell laptops

64
65
67
68
70
71

Graph.4.10
Graph.4.11

&desktops
Showing awareness of HCL's laptop and desktop computers
72
Showing customers recommendations of HCL Computers to their 73
friends and relatives.

Graph.4.12

Channel Partners
Showing preference of dealers for laptops & desktops

75

Graph.4.13

Showing attributes preferred by dealers

77

Graph.4.14

Showing satisfaction level towards SONY laptops & desktops.

78

Graph.4.15

Showing satisfaction level towards Samsung laptops & desktops.

80

Graph.4.16

Showing satisfaction level towards HCL laptops & desktops.

83

Graph.4.17

Showing satisfaction level towards Lenovo laptops & desktops.

83

Graph.4.18

Showing satisfaction level towards HP laptops & desktops.

85

Graph.4.19

Showing satisfaction level towards Dell laptops & desktops.

86

Graph.4.20

Showing awareness of HCL's laptop and desktop computers.

87

Graph.4.21

Showing acceptance of dealership by dealers

88