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CONTENTS

PART A - ORGANISATIONAL STUDY

Chapter 1 Industry Profile

1.1 Introduction 3

1.2 Types of computers 3

1.3 Future of IT hardware industry in India 6

1.4 Growth drivers of the Indian IT hardware ecosystem 7

1.5 Challenges faced by Indian IT hardware manufacturers 8

1.6 PEST Analysis 10

1.7 Major Competitors 14

Chapter 2 Company Profile

2.1 Introduction 22

2.2 Guiding Principles 23

2.2.1 Vision & Mission 23

2.2.2 Quality Policy 23

2.2.3 Objectives 23

2.2.4 Philosophy of Quality 24

2.3 Organization Structure 25

2.4 History 27

2.5 About HCL Infosystems 33

2.6 The 6 S 36

2.7 Business Model 37

2.8 About HCL Frontline Division 402.9 About HCL Office Automation Division 40

2.10 Alliances & Partnerships 41

2.11 Key Partnerships 42

2.12 Product and Services 43

2.13 Awards & Recognition 47

2.14 PC market share 47

2.15 HCL Globe 48

2.16 Financial Highlights 50

2.17 SWOT Analysis 50

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PART B - STUDY OF PROBLEM

Chapter 3 Research Design

3.1 Statement of the problem 54

3.2 Title of the Project 54

3.3 Objectives of the Study 54

3.4 Scope of the study 54

3.5 Operational Definitions 55

3.6 Research Methodology 56

3.7 Limitations of Study 57

Chapter 4 Data Analysis

4.1 Business Customers 59

4.2 Channel Partners 75

Chapter 5 Findings, Suggestions & Conclusion

5.1 Findings 915.2 Suggestions/Recommendations 94

5.3 Conclusions 95

Chapter 6 My Learning 96

Bibliography

Annexure

List of Tables

Business Customers

Table.4.1 Showing purchase behavior of business customer in past three

years.

59

Table.4.2 Showing brands purchased by business customers in past 3 years 60

Table.4.3 Showing attributes preferred by customers while buying laptops &

desktops.

61

Table.4.4 Showing satisfaction level of customers towards SONY laptops &

desktops

63

Table.4.5 Showing satisfaction level of customers towards Samsung laptops& desktops

65

Table.4.6 Showing satisfaction level of customers towards HCL laptops &

desktops

66

Table.4.7 Showing satisfaction level of customers towards Lenovo laptops &

desktops

68

Table.4.8 Showing satisfaction level of customers towards HP laptops &

desktops

69

Table.4.9 Showing satisfaction level of customers towards Dell laptops 71

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&desktops

Table.4.10 Showing awareness of HCL's laptop and desktop computers 72

Table.4.11 Showing customers recommendations of HCL Computers to their

friends and relatives.

73

Channel PartnersTable.4.12 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

years.

59

Graph.4.2 Showing brands purchased by business customers in past 3 years 60

Graph.4.3 Showing attributes preferred by customers while buying laptops &

desktops.

62

Graph.4.4 Showing satisfaction level of customers towards SONY laptops &

desktops

64

Graph.4.5 Showing satisfaction level of customers towards Samsung laptops

& desktops

65

Graph.4.6 Showing satisfaction level of customers towards HCL laptops &

desktops

67

Graph.4.7 Showing satisfaction level of customers towards Lenovo laptops &

desktops

68

Graph.4.8 Showing satisfaction level of customers towards HP laptops &

desktops

70

Graph.4.9 Showing satisfaction level of customers towards Dell laptops 71

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&desktops

Graph.4.10 Showing awareness of HCL's laptop and desktop computers 72

Graph.4.11 Showing customers recommendations of HCL Computers to their

friends and relatives.

73

Channel PartnersGraph.4.12 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