SUMMER TRAINING REPORT SUBMITTED TOWARDS THE

PARTIAL FULFILLMENT OF POST GRADUATE DEGREE IN

INTERNATIONAL BUSINESS

MANAGEMENT INFORMATION
SYSTEM

SUBMITTED BY:
JAYESH KUMAR
MBA (2008-2010)
Roll No. : A30101908095

INDUSTRY GUIDE FACULTY GUIDE

Ms. Miti Sinha Mrs Ritu Sharma
HCL AGBS, NOIDA

AMITY GLOBAL BUSINESS SCHOOL, NOIDA

AMITY UNIVERSITY – UTTAR PRADESH
 TO WHOM IT MAY CONCERN

This is to certify that Jayesh Kumar, a student of Amity Global

Business School, Noida, undertook a project on “MANAGEMENT
INFORMATION SYSTEM” at HCL from 20th June 2009 to 20rd
August 2009.

Jayesh Kumar has successfully completed the project under the

guidance of Mr ANUPAM MISHRA. he is a sincere and hard-
working student with pleasant manners.

We wish all success in his future endeavors.

Signature:
 CERTIFICATE OF ORIGIN

This is to certify that Mr. Jayesh Kumar , a student of Post

Graduate Degree in MBA (2008-2010), Amity Global Business

School, Noida has worked in HCL ,Noida, under the able guidance

and supervision of Mr ANUPAM MISHRA designations MIS,

Company HCL, Noida. The period for which he was on training was

for 8 weeks, starting from 20th June to 20rd August 2009. This

summer Internship report has the requisite standard for the partial

fulfillment the Post Graduate Degree in IT & Marketing. To the best

of our knowledge no part of this report has been reproduced from

any other report and the contents are based on original research.

Signature Signature
 ACKNOWLEDGEMENT

I express my sincere gratitude to my industry guide Mr ANUPAM

MISHRA, Designation MIS Team leader, Company HCL, NOIDA,

for his able guidance, continuous support and cooperation through

my project, without which the present work would not have been

possible.

I would also like to thank the entire team ofHCL, NOIDA, for the

constant support and help in the successful completion of my

project.

Also, I am thankful to my faculty guide Mrs. Ritu Sharma of my

institute, for her continued guidance and invaluable encouragement.

Signature

[Student]
 TABLE OF CONTENTS
Chapter No. Subject

Ch.# 1.0 Executive Summary………………………

Ch.# 2.0 Research Methodology…………………

Ch. # 3.0 Critical Review of Literature……

Ch. # 4.0 Company Profile ………………………
4.1 Industry Profile………………..

Ch. # 5.0 Data………………………………………

5.1 Collection…………………………..
5.2 Primary Data……………………..
5.3 Secondary Data….……………..
Ch. # 6.0 Findings & Analysis………………
6.1 Testing of hypothesis…………
Ch. # 7.0 Recommendations………………………
7.1 Conclusion………………………...
Ch. # 8.0 Bibliography………………………………..
Ch. # 9.0 Annexure…………………………………….

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.

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.

Come experience IT in HCL Infosystems!!!!

CONTACT US

EMAIL I D'S

Company Information /Media Inquiries

email: webhost@hcl.in

Career Related Inquiries

email: career4u@hcl.in

Clients & Prospect Inquiries / Website Feedback

email: webhost@hcl.in

A D D R E S S (Corporate Office)
HCL Infosystems Ltd.
E-4,5 & 6, Sector 11,
NOIDA 201 301, UP
India
TEL & FAX
Tel: 2526518/19, 2520977
Fax: 2550923
Prefix from Delhi: 95120
STD Code: 0120, ISD Code: +91-120
 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

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.
 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 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 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.
 MANAGEMENT HIERARCHY

LEADERSHIP

Shiv Nadar Ajai Chowdhry J V Ramamurthy

Founder HCL, Chairman Co-Founder HCL, Chief Operating
and CEO Chairman and CEO Officer
HCL Technologies HCL Infosystems HCL Infosystems Ltd

Vineet Nayar Ranjit

President: HCL President and CEO of
Technologies the HCL
Technologies (BPO)

History

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. The highlights of the

HCL saga are summarised below:

YEAR HIGHLIGHTS
1976 - Foundation of the Company laid

- Introduces microcomputer-based programmable

calculators with wide acceptance in the scientific /

education community
1977 - Launch of the first microcomputer-based commercial

computer with a ROM -based Basic interpreter

- Unavailability of programming skills with customers

results in HCL developing bespoke applications for their

customers
1978 - Initiation of application development in diverse segments

such as textiles, sugar, paper, cement , transport

1980 - Formation of Far East Computers Ltd., a pioneer in the

Singapore IT market, for SI (System Integration) solutions

1981 - Software Export Division formed at Chennai to support

the bespoke application development needs of Singapore

1983 - HCL launches an aggressive advertisement campaign with

the theme ' even a typist can operate' to make the usage

of computers popular in the SME (Small & Medium

Enterprises) segment. This proposition involved menu-

based applications for the first time, to increase ease of

operations. The response to the advertisement was

phenomenal.

- HCL develops special program generators to speed up the

 development of applications
1985 - Bank trade unions allow computerisation in banks .

However , a computer can only run one application such as

Savings Bank, Current account , Loans etc.

- HCL sets up core team to develop the required software -

ALPM ( Advanced Ledger Posting Machines ) . The team

uses reusable code to reduce development efforts and

produce more reliable code . ALPM becomes the largest

selling software product in Indian banks

- HCL designs and launches Unix- based computers and

IBM PC clones

- HCL promotes 3rd party PC applications nationally

1986 - Zonal offices of banks and general insurance companies

adopt computerization

- Purchase specifications demand the availability of RDBMS

products on the supplied solution (Unify, Oracle). HCL

arranges for such products to be ported to its platform.

- HCL assists customers to migrate from flat-file based

systems to RDBMS
1991 - HCL enters into a joint venture with Hewlett Packard

- HP assists HCL to introduce new services: Systems

Integration, IT consulting, packaged support services

( basicline, teamline )

- HCL establishes a Response Centre for HP products, which

is connected to the HP Response Centre in Singapore.

 - There is a vertical segment focus on Telecom,

Manufacturing and Financial Services

1994 - HCL acquires and executes the first offshore project from

IBM Thailand

- HCL sets up core group to define software development

methodologies
1995 - Starts execution of Information System Planning projects

- Execution projects for Germany and Australia

- Begins Help desk services

1996 - Sets up the STP ( Software Technology Park ) at Chennai

to execute software projects for international customers

- Becomes national integration partner for SAP

1997 - Kolkata and Noida STPs set up

- HCL buys back HP stake in HCL Hewlett Packard

1998 - Chennai and Coimbatore development facilities get ISO

9001 certification
1999 - Acquires and sets up fully owned subsidiaries in USA and

UK

- Sets up fully owned subsidiary in Australia

- HCL ties up with Broadvision as an integration partner

2000 - Sets up fully owned subsidiary in Australia

- Chennai and Coimbatore development facilities get SEI

Level 4 certification

- Bags Award for Top PC Vendor In India

- Becomes the 1st IT Company to be recommended for

latest version of ISO 9001 : 2000

 - Bags MAIT's Award for Business Excellence

- Rated as No. 1 IT Group in India

2001 -Launched Pentium IV PCs at below Rs 40,000

-IDC rated HCL Infosystems as No. 1 Desktop PC Company

of 2001
2002 -Declared as Top PC Vendor by Dataquest

-HCL Infosystems & Sun Microsystems enters into a

Enterprise Distribution Agreement

- Realigns businesses, increasing focus on domestic IT,

Communications & Imaging products, solutions & related

services
2003 - Became the first vendor to register sales of 50,000 PCs in

a quarter

- First Indian company to be numero uno in the commercial

PC market

- Enters into partnership with AMD

- Launched Home PC for Rs 19,999

- HCL Infosystems' Info Structure Services Division

received ISO 9001:2000 certification

- Launches Infiniti Mobile Desktps on Intel Platform

- Launched Infiniti PCs, Workstations & Servers on AMD

platform
2004 - 1st to announce PC price cut in India, post duty

reduction, offers Ezeebee at Rs. 17990

- IDC India-DQ Customer Satisfaction Audit rates HCL as

 No.1 Brand in Desktop PCs

- Maintains No.1 position in the Desktop PC segment for

year 2003

- Enters into partnership with Port Wise to support &

distribute security & VPN solutions in India

- Partners with Microsoft & Intel to launch Beanstalk Neo

PC

- Becomes the 1st company to cross 1 lac unit milestone in

the Indian Desktop PC market

- Partners with Union Bank to make PCs more affordable,

introduces lowest ever EMI for PC in India

- Launched RP2 systems to overcome power problem for

PC users

- Registers a market share of 13.7% to become No.1

Desktop PC company for year 2004

- Crosses the landmark of $ 1 billion in revenue in just nine

months
2005 - Launch of HCL PC for India, a fully functional PC priced at

Rs.9,990/-

- Rated as the No.1 Desktop PC company by IDC India

-Dataquest

- 'Best Employer 2005' with five star ratings by IDC India

-Dataquest.

- 'The Most Customer Responsive Company 2005'

 - IT Hardware Category by The Economic Times -Avaya

Global Connect.

- Top 50 fastest growing Technology Companies in India' &

'Top 500 fastest Growing Technology Companies in Asia

Pacific' by 'Deloitte & Touche'. by 'Deloitte & Touche'

- '7th IETE -Corporate Award 2005' for performance

excellence in the field of Computers & Telecommunication

Systems by IETE.

- 'Best Bhoomi Brand 2005' by 360 magazine

-in the PC category

-in the LCD Monitor category.

- India 's 'No.1 vendor' for sales of A3 size Toshiba Multi

Functional Devices for the year '04 -'05 by IDC.

- Toshiba'Super Award 2005 towards business excellence in

distribution of Toshiba Multifunctional products,

- Strategic Partners in Excellence' Award by Infocus

Corporation for projectors.

- 'Most valued Business Partner' Award for projectors by

Infocus Corporation in 2005

2006 - 75, 000+ machines produced in a single month

- HCL Infosystems in partnership with Toshiba expands its

retail presence in India by unveiling 'shopToshiba'

- HCL Infosystems & Nokia announce a long term

distribution strategy
- HCL the leader in Desktops PCs unveils India's first

segment specific range of notebooks brand - 'HCL

Leaptops'

- IDBI selects HCL as SI partner for 100 branches ICT

infrastructure rollout

- HCL Infosystems showcases Computer Solutions for the

Rural Markets in India

- HCL Support wins the DQ Channels-2006 GOLD Award for

Best After Sales Service on a nationwide customer

satisfaction survey conducted by IDC

- HCL Infosystems First in India to Launch the New

Generation of High Performance Server Platforms Powered

by Intel Dual - Core Xeon 5000 Processor

- HCL Forms a Strategic Partnership with APPLE to provide

Sales & Service Support for iPods in India

- HCL Infosystems rated as number one Desktop PC

Company by IDC, sixth year successively

- HCL Infosystems sustains its commercial Desktop PC

leadership for the fifth consecutive year

- HCL launches "trusted ICT infrastructure platforms" for

the BPO-ITeS segment

- HCL launches India's first High Performance Enterprise

Server Platforms powered by dual core Intel itanium

processors
 - HCL creates Dual Core Xeon Server at a price point of RS.

43,900/-

- HCL completes 30 years in India

- HCL in association with The Music Academy, Madras

brings 'HCL Concert Series' to Chennai City

- Enters into partnership with Casio

- HCL establishes its manufacturing facility at Uttaranchal

- HCL launches Beanstalk 2007 collection. A range of four

new HCL Beanstalk Digilife-enablers, Beanstalk Nano,

Beanstalk Slim, Beanstalk Lifestyle & Beanstalk Dominator

2007 - HCL introduces eco-efficient Notebook PCs complying with

RoHS directive

- HCL unveils initiative to create industry ready ICT

professionals- launches HCL career development centers'

- HCL launches ‘datacenter in a box’ - a simplified IT

infrastructure solution in a ‘box’ targeted at small and

medium enterprises

- HCL breaks the one terabyte storage barrier in

computers-launches India’s first ‘one terabyte’ personal

computer

- Kodak and HCL ink agreement to distribute digital

cameras in India

- HCL launches India’s first multilingual POS printer HCL

star - TSP 700, designed exclusively for the needs of rural

 retailers

- HCL unveils enterprise class 16 core server - India’s first

server with 16 computing cores in a 7- inch (4u) form

factor

- Launches a new range of eco-efficient desktop PCs,

complying with RoHS directive

- HCL launches NETMAX; suite of networking products and

solutions expands its portfolio for emerging enterprises

- HCL announces '360-degrees technology refresh

program'- new initiative aimed at capturing latest trends in

technology and delivering them to Indian enterprises

- HCL announces launch of its workstation 2008 series for

MCAD and DCC professionals

2008 - HCL unveils the future of personal computing. Launches

next generation, ultra portable, Sub Rs. 14,000/- laptops

MiLeap Series for the first time in India

- HCL strengthens its BFSI System Integration Portfolio -

Acquires a niche Banking Software Product Company -

 DATA ANALYSIS
& GRAPHICAL DATA INTERPRETATIOIN

1. What type of computers do you use?

a.)Branded
b.)Assembled

Branded 37
Assembled 18

hospitals using branded

computers Using branded computers
hospitals using
Using assembled computers
assembled computers

It was observed that almost 67% of the people use branded

computers or other gadgets for their business purpose. Hence can
be concluded that more people want branded products as they are
not ready to compromise with the quality and services being
provided.
2. What brand computers do you use?
a.) HP
b.) HCL
c.) ACER
d.)Others

Brand used Total Nos.

HP 7
HCL 14
Acer 13
Others 21

HP
HCL
acer
others

This observation showed that HCL is among the top used brands.
Major part under the pie-chart goes to HCL. So HCL should continue
making efforts to attract new market and sustain the existing
market.
3. What is the number of installed desktops?
a.)<15
b.)15-50
c.) 50-75
d.)75-200
e.)200-500

Installed desktops Total Nos.

< 15 19
15-50 21
50-75 11
75-200 3
200-500 1

<1
5
1
5-5
0
5
0-7
5
7
5-2
00
2
00-5
00

Most of the surveyed and found the use of computers within the 15-
55 range. So it can be inferred that the main target market is which
lies in the middle range. Thus we targeted mainly on SME (small
and medium enterprise).
4. What is the number of used servers?
a. 1
b. 2
c. 3-5
d. 5

Servers used Total Nos.

1 10
2 11
3-5 21
 >5 13

1
2
3 to 5
>5

From this observation, it was concluded that number of servers

were directly proportional to the number of desktops used.

5. What is the number of installed laptops?

a.)1-5
b.)5-15
c.) 15-30
d.)>30

Number of laptops Total Nos.

1-5 20
5-15 22
15-30 8
>30 5
 1to5
5to15
15to30
>30

It was observed that maximum computers and laptop users ranging

between 5-25. This area can be focused.

6. What is the brand used for laptops?

a.)HCL
b.)Toshiba
c.) Lennovo
d.)Others

Laptops brand Total Nos.

HCL 11
Toshiba 19
Lennovo 13
Others 12
 HCL
Toshiba
lennovo
others

Observation showed that Toshiba was the major brand used in

laptops. Various other brands like HP and Samsung etc. are also
used. HCL has also a good market share.

7. Do you have AMC?

a.)Yes
b.)No

Total Nos.
Hospitals place having AMC 30
Hospitals place not having AMC 25
 hospitals having AMC

hospitals not having

AMC

According to above graphical data interpretation, that is the most

important places where computer has been used and it has been
observation and showed that less than 60% hospitals have their
AMCs. This area can also be considered.

9. What type of company is having the AMC?

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

Type of AMC company Total Nos.

Authorized regional office 24
Local players 6
 regional office of the
company
any local player

That the above graph shows that the use of AMCs in regional office
and local players prefers authorized regional offices to select for the
service rather than going for a local player.

10.Are you facing any problem with current used product

line?
a.)Yes
b.)No
c.)Not yet

Total Nos.
Facing problem 15
Not facing problem 18
Not faced problems yet 22
 hospitals facing problem

Facing problems
hospitals not facing
problem
Not facing problems
not yet encountered
Not yet encountered

That the above graph shows that the above observation showed
that major number of users are either not facing any problem or
they have not being encountered with any.

11. Are you planning to make any new purchase?

a.) Yes
b.) No
c.) Not yet planned

Planning about new purchase Total Nos.

Planning to purchase 9
No planning 17
Not yet planned 29
 planning to purchase
no planning
not yet planned

That the above graph show that the most of the users have not
planned about making a purchase and a very few are planning to
make a buy.
12. How do you find the HCL products?
a.) OK
b.) Good
c.) Satisfactory
d.) Outstanding
e.) Not tried yet

Reaction about HCL products Total Nos.

OK 3
Good 12
Satisfactory 19
Outstanding 7
Not tried yet 10

OK
good
satisfactory
outstanding
not triedyet

According to above graph shows that the maximum of HCL user are
satisfied with the products and services provided. Very few have not
tried yet HCL on a business scale, but most of them have an
experience about HCL.
13. Do you want to know more about HCL products?
a.)Yes
b.)No

Wanted knowledge about HCL Total Nos.

Yes 42
No 13
 want info about HCL
no info wanted

That the above graph shows that the observation and the most of
the people are interested in knowing more about the brand and
have the urge to buy.
 14. Do you require demo for any product?
a.)Yes
b.)No

Total Nos.
Interested in demo 24
Not interested in demo 31

hospitals interested in
demo interested in demo
hospitals not interested
in demo
interested in demo

This observation showed that almost 45% of the sample was

interested in demo.
 15.Do you want to buy any product? (Commercial proposal)
a.)Yes
b.)No
c.)Not yet decided

Commercial proposal Total Nos.

Yes 8
No 19
Not yet decided 28

hospitals interested in
commercialInterested
proposal in commercial
proposal
hospitals not interested
in commercial proposal
Not interested in
not yet planned
commercial proposal
Not yet planned

That the above graph shows that the above observation showed
that almost a huge chunk of hospitals surveyed either doesn’t want
or they have not planned for any commercial proposal.

SWOT ANALYSIS
STRENGTHS:

HCL’s strengths are many, to mention a few :

a) Global Presence:
• Its collaborations and joint ventures with
international companies such as Perot System, and
partnership with world leaders like Ericsson, Toshiba,
Nokia, Oracle and Microsoft, enable it to bring the best
technology available world wide to its consumers.
• 24 locations in 16 countries.
b) Fast paced and flexible work culture which provides its
employees autonomy to accomplish the task without
much pressure from the higher authorities. Thus,
employees are motivated to give their best to the
organization.
c) The core strength of HCL is the talent and
innovativeness of its people which enables it to provide
the “right solution at the right time.”
d) The mass markets handled through a chain of dealers,
resellers and retailers which helps bring technology
usage closer to the individual. It has very strong
distribution network.
e) Its pool of competencies : Hardware, Software,
Training, Networking, Telecom and System Integration.
f) Ability to understand customer's business and offer right
technology.
g) Long standing relationship with customers.
h) Pan India support & service infrastructure.
i) Best-value-for-money offerings.

WEAKNESSES:

a) After sales service.

b) Less promotional campaigns.

OPPORTUNITIES:

a) IT industry booming at a rate of 45% every year.

b) Increasing consumer awareness about IT and its use.
c) Tremendous untapped potential of IT products in India.
d) Increasing competition.
e) Tie ups with various MNCs enable to extract their core
competencies.

THREATS:

a) Local assemblers are biggest menace for the company.

b) Entry of MNCs i.e. IBM, Compaq giving direct
competition.
c) Govt. instability has a long term repercussions affecting
company’s policies & its growth.
d) Technological shift as a result of research &
development. Daily new technologies are emerging.

Concluding the S.W.O.T. analysis in words that prosperity lies

ahead for HCL. In order to retain its position as India’s No. 1 IT
conglomerate, it has to come out with the state of art as well as
futuristic technologies to its consumers well before time.

Guiding Principles

VISION AND MISSION

VISION STATEMENT

"Together we create the enterprises of tomorrow"

MISSION STATEMENT

"To provide world-class information technology solutions and

services to enable our customers to serve their customers better"

QUALITY POLICY
"We shall deliver defect-free products, services and solutions to

meet the requirements of our external and internal customers, the

first time, every time"

OUR OBJECTIVES

OUR MANAGEMENT OBJECTIVES

To fuel initiative and foster activity by allowing individuals freedom

of action and innovation in attaining defined objectives.

OUR PEOPLE OBJECTIVES

To help people in HCL Infosystems Ltd. share in the company's

successes, which they make possible; to provide job security based

on their performance; to recognize their individual achievements;

and help them gain a sense of satisfaction and accomplishment

from their work.

CORE VALUES

• We shall uphold the dignity of the individual

• We shall honour all commitments

• We shall be committed to Quality, Innovation and Growth in

every endeavour

• We shall be responsible corporate citizens

Alliances & Partnerships

To provide world-class solutions and services to all our customers,

we have formed Alliances and Partnerships with leading IT

companies worldwide.

HCL Infosystems has alliances with global technology leaders like

Intel, AMD, Microsoft, Bull, Toshiba, Nokia, Sun Microsystems,

Ericsson, NVIDIA, SAP, Scansoft, SCO, EMC, Veritas, Citrix, CISCO,

Oracle, Computer Associates, RedHat, Infocus, Duplo, Samsung and

Novell.

These alliances on one hand give us access to best technology &

products as well enhancing our understanding of the latest in

technology. On the other hand they enhance our product portfolio,

and enable us to be one stop shop for our customers.

Recent Updates:

HCL is a certified partner of Oracle for Technology and Application

products. HCL is also one of five ATS Renewal Partners of Oracle.

HCL & Nokia decide on longer term strategy to further penetrate

Indian market Gist of Q&A with callers/ investors/ shareholders on

the announcement relating to the long term Agreement with Nokia

Toshiba in partnership with HCL Infosystems expands its retail

presence in India by unveiling 'shopToshiba' HCL forms a strategic

alliance with Bull to launch a new range of Scalable Enterprise Class

Servers on Open Architecture AMD & IT Ministry unveil affordable

computer to promote 50x15 vision in India.

List of Q&A relating to the long term agreement with Nokia

HCL Advantage

HCL Infosystems ( HCLI) draws it's strength from 30 years of

experience in handling the ever changing IT scenario , strong

customer relationships, ability to provide the cutting edge

technology at best-value-for-money and on top of it , an excellent

service & support infrastructure.

Today HCL is country's premier information enabling company . It

offers one-stop-shop convenience to its diverse customers having

an equally diverse set of requirements. Be it a large multi-location

enterprise, or a small/medium enterprise, or a small office or a

home, HCLI has a product range, sales & support capability to

service the needs of the customer.

Last 30 years apart from knowledge & experience have also given

us continuity in relationship with the customers, thereby increasing

the customer confidence in us.

Our strengths can be summarized as:

 - Ability to understand customer's business and offer right

technology

- Long standing relationship with customers

- Pan India support & service infrastructure

- Best-vale-for-money offerings

Technology Leadership

HCL Infosystems is known to be the harbinger of technology in the

country. Right from our inception we have attempted to pioneer the

technology introductions in the country either through our R&D or

through partnerships with the world technology leaders.

Using our own R&D we have

- Created our own UNIX & RDBMS capability (in 80s)

- developed firewalls for enterprise & personal system

security

- aunched our own range of enterprise storage products

- launched our own range of networking products

We strive to understand the technology from the view of supporting

it post installation as well. This is one of the key ingredients that go

into our strategic advantage.

HCL Infosystems has to its claim several technology pioneering

initiatives. Some of them are:

 - Country's first DeskTop PC - BusyBee in 1985

- Country's first branded home PC - Beanstalk in 1995

- Country's first Pentium 4 based PC at sub 40k price

point

- Country's first Media Center PC

Quality

Philosophy of Quality

"We shall deliver defect-free products, services and solutions

to meet the requirements of our external and internal

customers, the first time, every time."

To exist as a market leader in a globally competitive marketplace,

organizations need to adopt and implement a continuous

improvement-based quality policy.

One of the key elements to HCL's success is its never-ending

pursuit of superior quality in all its endeavors.

HCL INFOSYSTEMS believes in the Total Quality Management

philosophy as a means for continuous improvement, total employee

participation in quality improvement and customer satisfaction. Its

concept of quality addresses people, processes and products.

Over the last 30 years, we have adapted to newer and better

Quality standards that helped us effectively tie Quality with

Business Goals, leading to customer and employee satisfaction.

QUALITY AT HCL INFOSYSTEMS LTD

The history of structured quality implementation in HCL Infosystems

began in the late 1980s with the focus on improving quality of its

products by using basis QC tools and Failure Reporting and

Corrective Active Systems (FRACAS). We also employed concurrent

engineering practices including design reviews, and rigorous

reliability tests to uncover latent design defects.

In the early 90s, the focus was not merely on the quality of

products but also the process quality systems. Our manufacturing

unit at NOIDA was certified initially to ISO 9002:1994 by Bureau

Veritas Certification in 1994 and later on to ISO 9001:1994 in 1997.

As of now, all our manufacturing units are certified by Bureau

Veritas Certification as per ISO 9001:2000 and ISO 14001: 2004

In early 1995, a major quality initiative was launched across the

company based on Philip B. Crosby's methodology of QIPM (Quality

Improvement Process Management). This model was selected to

because it considered the need and commitment by an organization

to improve but more importantly, the individual's need towards

better quality in his personal life.

Under our Quality Education System program, we train our

employees on the basic concepts and tools of quality. A number of

improvement projects have been undertaken by our employees,

whereby process deficiencies and bottlenecks are identified, and

Corrective Action Projects (CAPs) are undertaken. This reduces

defect rates and improves cycle times in various processes,

including personal quality.

We have received MAIT's 'Level II recognition for Business

Excellence' for our initiatives in the Information Technology

Industry, adding another commendation to our fold. MAIT's Level II

recognition is based on the 'European Foundation for Quality

Management' (EFQM), for gaining quality leadership and business

competitiveness.

Our certifications / awards in 2003 include ISO 9001-2000 by

Bureau Veritas Certification for our InfoStructure Services and

award of First Prize by ELCINA (Electronic Component Industries

Association) for Quality, 2002-03. The ELCINA award criteria

considers two aspects. (1) Enablers (Leadership & Management

commitment, Resource Management, Product Realisation,

Measurement Analysis & Improvement) and Results (Product

Quality, Customer / Stake holder satisfaction , Business results).

The tryst for continuous quality improvement is never-ending in

HCL Infosystems. We always strive to maintain high quality

standards, which help us fulfill our mission to provide world-class

information technology solutions and services, to enable our

customers to serve their customers better.

Quality

AWARDS AND ACCOLADES

• HCL received The Platinum Certificate of Excellence

Award in August 2008 from HDFC Standard Life Insurance Co

Ltd. in appreciation of its contribution & efforts towards

continued success of HDFC SLI.

• HCL won Top Market Share Award for highest market share

amongst all countries.

• HCL won Gold Partner Award for achieving a sizable

business revenue INFOCUS has recognized HCL as its

Strategic Partner.

• HCL won Emerald Award for Best All round Performance

Over the Years.

• HCL won The Most Innovative Franchisee Award by

Franchise Plus in Feb 08.

• HCL won The Most Supportive Franchisor Award by

Franchise Plus in Feb 08

• Mr. Ajai Chowdhry, Chairman & CEO of HCL Infosystems

Limited, honoured with 'CEO of the year 2008 ' award by IT

People Awards for excellence in IT.

• Mr. Ajai Chowdhry, Chairman & CEO of HCL Infosystems

Limited, was declared ‘IT Person of the Year 2007’ by

Dataquest.

• HCL won The Best Retailer Award in Consumer Durables

category by Asia Retail Congress in Dec 07

• HCL won awards in ‘Environment Management’ and

‘Quality’ categories at the Elcina-Dun & Bradstreet

Awards for Excellence in Electronics, 2006-07.

• India’s Most Preferred Personal Computer Brand by

CNBC AWAAZ Consumer Award 2007.

• HCL received three Channels Choice 2007 awards for

Relationship Management, After Sales Support & Commercial

Terms from DQ Channels, based on an IDC channel

satisfaction survey.

• HCL Infosystems won Brand-of-Excellence Award at

VARIndia Forum 2007.

• HCL bagged IMM 'Top Organization Award 2007' for

Excellence at 34th World Marketing Congress.

• HCL was awarded ‘Amity Corporate Excellence Award

2007’ for its distinct vision, innovation, competitiveness and

sustenance.

• HCL won ‘Toshiba Colour Copier Champion Award 2007’

for improving overall customer approach and better technical

capability.

• HCL won the ‘Best Indian Branded PC’ & ‘Best IT Retail

Company’ award at the 6th VARIndia Star Nite Awards

2007.

• HCL has been recognized by Nokia, consecutively for last two

years with the ‘Nokia Excellence Award’ for Sales &

Distribution, Asia Pacific 2007.

• HCL Digilife retail chain won the 'Most Admired Retailer of

the Year' award in Consumer Durables and Electronics

category at the 2007 IMAGES Retail Awards.

• HCL received “Best In Category Award” for HCL Digilife

Stores and Special Award for “Innovation and Technology”

for its’ ePOS division at the Franchise and Star Retailer

Awards 2007

• HCL Infosystems was presented with the ‘Top Organization-

2006’ award by Institute of Marketing Management

 (IMM) in recognition of its innovation in marketing

management.

• HCL Infosystems has been voted as the ‘No. 1 PC Vendor’

consecutively for last six years by IDC – Dataquest.

• HCL bagged the Dun & Bradstreet Awards 2006 for ‘Top

Performance In The Computer Hardware & Peripherals

Sector’.

• HCL won the 'Amity Corporate Excellence Award 2006' in

the Computer hardware category.

• HCL among the Top 3 IT companies for the last 3 years,

DQ & IDC, Best Employer Survey, ‘Best employer 2005’

with Five Star Ratings.

• ‘Top 3 IT Hardware Companies’ ranked in India’s 100

Most Valuable Brands by Planman Consulting & ICMR

Research.

• HCL was ranked among the top Fast 500 Asia Pacific 2006

program by Deloitte Technology, Media &

Telecommunications.

• Business Standard ranked HCL at no. 21 in BS 1000

ranking in 2006.

• ET ranked HCL amongst, ‘Top 50 in ET Top 500

Companies’ Listings for 2006.

• HCL has been ranked amongst the ‘Top 5 Groups’ in the DQ

Top 20 and ‘Top 3 Most Preferred Brands’ in CNBC

Awaaz Survey, 2006.

• HCL ranked amongst the Top Three Major Players on VPN

Service Provider by Avaya GlobalConnect.

• India’s ‘No. 1 Vendor’ for sales of A3 size Toshiba Multi

Functional Devices for the year 2005-06 by IDC

Dataquest.

• ‘The Most Responsive Company 2005’ – IT Hardware

Category by The Economic Times – Avaya GlobalConnect.

• Strategic Partners in Excellence Award by InFocus

Corporation for projectors.

• ‘Most Valued Business Partner’ Award for Projectors in

2005.

• Toshiba ‘Super Award 2005’ & ‘Platinum’ Award 2004

towards business excellence in distribution of Toshiba

Multifunctional products consecutively for 3 years in a

row.

• India’s 'No. 1 vendor' for sales of A3 size Toshiba Multi

Functional Devices for the year 2004-05 by IDC

Dataquest.

• ‘7th IETE – Corporate Award 2005’ for performance

excellence in the field of Computer & Telecommunications

Systems.
 • 'No. 1 Vendor’ of Infocus MM Projectors by Pacific Media

Associates Survey 2005.

• ‘Best Bhoomi Brand 2005’ by 360 magazine in the PC

Category and in the LCD Monitor Category.

PRODUCTS & SOLUTIONS

HCL recommends Windows Vista® Business

HCL Infosystems' portfolio of products covers the entire spectrum of

the information technology needs of its customers.

By virtue of the immense diversity of markets and customers that it

addresses, HCL Infosystems' products offerings include everything

from high end enterprise level servers for mission critical

applications to multimedia home computers.

You may be a large multi-location company exploring solutions to e-

enable your organization or you may be a new born rising star

looking for someone for IT Planning or setting up your IT

Infrastructure, HCL Infosystems has a solution tailor-made for you.

PRODUCTS & SOLUTIONS

DESKTOPS & NOTEBOOKS

• Business PCs

• Home PCs

• Business Notebooks

• Home Notebooks

WORKSTATIONS

• Infiniti Challenger Workstations

SERVERS

Overview of Servers

Intel Servers
 Back-end Datacenter Servers

 HCL Datacenter in a Box

 Rack Optimized Server Solutions

 Pedestal Server Solutions

 Entry Level Servers

Infiniti Xcel Line Servers

 Infiniti Xcel Line 1200 PR with nVIDIA geforce 6150 chipset

 Infiniti Xcel Line 2200 YA with nVIDIA MCP 55 Pro chipset

 Infiniti Xcel Line 2200AT with AMD 8131/8111 chipset

 Infiniti Xcel Line 2200SY with Nvidia nForce Proffesional 2200

chipset

 Infiniti Xcel Line 4200TL with AMD 8131/8111 chipset

HP Risc Servers & Workstations

TECHNOLOGY PRODUCTS

• WINBee Thin Clients

o WINBee 3000VX

o WINBee 4000BV

o WINBee 4000BVX

o WINBee 5000VX

• HUTS
 o HUTS-8000 V2

• Terminals

o Turboterm 2000

o Turboterm 2000E

o Turboterm 2020C

o Turboterm 2020E

o Turboterm 2020R

o Graphterm

• POET

o MLT2000

o Multilingual Terminal 2000

o Turboterm 2020R

DISPLAY PRODUCTS

• HCM 580M

• HCM 985RFM

• HCM 510LSA

• HCM 582
NETWORKING PRODUCTS

HCL Passive Products

HCL Active Products

HCL Wireless Products

HCL Gateway Products

HCL DSL Products

HCL Media Converters

SECURITY PRODUCTS

 HCL InfoWall

 HCL InfoSecuAccess

 HCL InfoVPNe

 HCL InfoSurveillance

 HCL InfoSecuDesk - Biometric Logon

 HCL InfoSecuDesk - SmartCard Logon

 HCL InfoLoadBalancer

 HCL InfoAttendance

• HCL InfoAttendance - Biometric BNx Series

• HCL InfoAttendance - Smart Card SNx Series

• HCL InfoAttendance - Biometric BNx-SC Series

 HCL InfoVMS

 HCL Smart Library Management System

 HCL Asset Management

 HCL EAS System (Electronic Article Surveillance)

 HCL Stand Alone Door Access Solution - (NDL 600)

 HCL Stand Alone Door Access Solution - (NDL 100)

 HCL Hand Geometry Recognition

 HCL Hand Geometry with Smart Card

 HCL Smart Card Reader

 HCL Dual Interface Smart Card Combi Readers

STORAGE SOLUTIONS

HCL Storage Solutions

 HCL FDA 1500

 HCL NAS 2700 SO

 HCL ECO Stor SCSI-SATA RAID Array

 HCL Infostor SCSI JBOD

Quantum Storage Solutions

Library

o PX 502 Tape Library

o Scalar 24

o Scalar i500

o PX720
 Autoloader

o Superloader3

Standalone Drivers

o LTO Gen III

o LTO Gen II

Qlogic Storage Solutions(HBA Cards)

 QLA 2460

 QLE 2460

 QLA 2462

Ingrasys NAS Storage Solutions

 8420 R

 4420 R

Brocade Switches

 200 E

 4100

EMC Storage Solutions

TOSHIBA NOTEBOOKS

Product Line-up
SOLUTIONS

 Infostructure Services

 Networking Services

 Security Services

 Facilities Management Services

 Domestic Hardware Services

SOFTWARE LICENSES

Overview

Infostructure Services

THE NEED

In the emerging net economy, IT infrastructure Plays the role of a

Powerful business enabler to improve your business processes, to

help you focus on your goals and strategies and more importantly,

to help you serve your customers better. IT Infrastructure demands

constant change latest technology,reliable operations and high

availability. Leaders like you, in the process of selecting the best of

breed in technology, require integrating different solutions from

various vendors. Thus a situation where you need a strong reliable

and trusted partner committed to deliver beyond just services.

HCL ADVANTAGE

Staying competitive in today's dynamic business environment

means finding new ways to reduce costs while maximizing the value

of your technology and personal resources. More than ever, your

ability to "do more with less" determines how successful your

organization will be. That's whay HCL Insys helps you achieve. By

channeling our in-depth expertise gained from over 28 years of IT

Domain experience. We provide a full bandwidth of services

specifically designed to meet your complete IT needs. And as a

single window for completing business solutions wherever you are

located.......

We make IT possible to save money......WE TELL YOU WHERE

as well as time ......WE SHOW YOU HOW

6 S Offerings for Business Empowerment (to the power n)

SOLUTIONS:

The one stop shop solution center for all your IT needs, customized

to meet and scale with your unique Business Needs.

SERVICES:

A range of value added services in IT infrastructure operations and

management.

SUPPORT:

Pan-India footprint of support and logistics locations. Over 260

Direct service support locations. Technically sound workforce of

over 1700 certified professionals.

STANDARDS:

World Class Quality standards maintained for PPP (People,

Processes & Performance). Alliance with global technology leaders.

SAVINGS:

We help you find new ways to reduce costs & "do more with less" by

maximizing the value of your technology and personal resources,

thereby reducing your total cost of ownership(TCO).

SATISFACTION:

Complete Satisfaction for the customers through the HCL 6S

offering that enables one to maximize system uptime through rapid

response and resolution services, thereby optimizing your IT

investments.

Networking Services
Networks are multiplying day by day in

every organization. Systems are becoming

more & more dependent on the availability

of data resources of various departments /

divisions / locations of an organization and

thereby increasing the load and requirements of Networks. The well

known networked applications such as Email, Internet / Intranet,

GroupWare solution, Relational Databases render the users

completely in-effective services, in the event of network shutdowns.

Network Management involves Network Monitoring of Bandwidth

Utilization, Network Errors / Collisions, Network Troubleshooting,

Day-to-day Network Operations, Network performance monitoring,

Tuning Network Operating System and advise action plan.

SERVICE OFFERINGS

• Liaison with networking hardware support provider for all

hardware related problems.

• Use the NMS (Network Management Software) tool available

with the customer (if not, then to be made available) to

monitor the functioning of Network.

• Use the special device/software tool for monitoring the

port/network traffic and take appropriate action or

 recommend preventive actions. (Device / Software tool to be

made available by the customer.)

• Co-ordinate with cabling warranty providers for repair of

faulty points / cables and other related issues.

• Setup Network File System - NFS - Configuration of files and

folders for sharing across the network.

• Setup Network Information Service - NIS

• Setup Domain Name Service - DNS

• Setup Heterogeneous Networking

• Setup Dynamic Host Configuration Protocol - DHCP

• Provide detail documentation for all the above-mentioned

activities.

Facilities Management

Today IT assets have become widely distributed

and less visible. Many organizations are spending a

very high portion of their technology budget on

"soft costs" like purchasing, installing, managing,

administration, troubleshooting, training, recruitment, etc for

supporting the IT Hardware and Software. So if your systems are

critical to the operation of your business, downtime can have a

disastrous impact on production, customer satisfaction and

revenues.
We are in the business of helping customers to use their equipment

better. Our Facilities Management Services are a comprehensive set

of services that helps customers to fully utilize their IT investments

by improving availability, reliability and performance. We achieve

this by offering a complete portfolio of customized services and

expertise, from planning and design to procurement, installation,

integration, migration assistance to system management, telephone

support and on-site hardware and software fixes.

Through our Total Facilities Management Solution, we offer a range

of service options, customized to the specific requirements of yours.

These include:

- 365x24x7 Support for mission critical sites

- Value added Support Services

- System Administration

- Helpdesk Services

- Network Consulting

- Network Implementation and Management

- Asset Management etc.

All this helps customer in deriving maximum value from the

investment in IT hardware and software.

Our longstanding association with Global leaders like Intel,

Microsoft, Hewlett-Packard, Cisco, Lucent, Novell, Oracle, SAP etc.

has helped us gain immense technical knowledge allowing us to

offer direct support to large installation across diverse platforms,

through its committed professionals, even in the remotest of

locations.

The MIS field

The field of management information systems (MIS) is about all this
information, how it is collected, stored, retrieved, and manipulated.
MIS professionals make sure that the right information gets to the
right humans at the right time, so they can do their jobs. MIS
professionals spend most of their time on computerized information
handling.

MIS is a field of study. What does that mean? There are people
working in thousands of firms doing MIS work for their particular
companies. Although the details vary from firm to firm, they all face
more-or-less the same problems, think about more-or-less the
same concepts, and use more-or-less the same methods.

It makes sense for MIS people to share information with each other.
They form professional communities, like the Society for
Information Management .

There are standard skills that MIS people in lots of different

companies use. Entity-relationship modeling is an example. You'll
learn about it later. There are lots more skills, like systems analysis,
documentation, network design, programming, etc.

Information systems
Among other things, MIS people build information systems. An
information system (IS) is a collection of software, hardware, data,
and other things that supports tasks. It helps people do their jobs.

Suppose you want to take university classes. You use a registration

system to choose your classes. That's an IS. It helps you with the
task of registration.

You buy a burger from Soylent Green Fast Food (motto: serving
customers since 1973). A highly skilled checkout person - the one
who says "Do you want finger..., er, fries with that?" - takes your
order using an IS. Part of this IS is in the cash register thingy. This
IS shows your order to the cooking humans. The IS helps Soylent
Green with the task of selling a burger.

You're buying a car. You create an Excel spreadsheet, comparing

different cars on reliability, safety, performance, and cost. That's an
IS. It helps you with the task of choosing a car.

So, MIS is a field of study. It's about creating IS, which help people
(and evil dolls) get the information they need to do their jobs.
That's two terms - MIS and IS. There's another one.

Information technology
Information technology (IT) is the techy stuff, like programs and
computers and networks. It's what computer geeks like to mess
with. IS are made from IT bits and pieces.

Many humans think that MIS is about IT. Silly humans. MIS
professionals fit business and IT together.

Look at it this way.

There are business humans on one side. They know the tasks that
need to be done, and how to do them. But they don't know how to
use IT to get the right information to the right place at the right
time.

There are computer geeks on the other side. They know the
software, computers, networks, and such. But they don't know what
all the techy stuff is supposed to be actually used for.
Connecting the two are the MIS humans. They know business, but
not as well as the business humans. They know IT, but not as well
as the computer geeks. It's the MIS humans who create the IS that
blend business and IT.

Maybe you like to do things with computers, though don't really

care about how all the insides work. And maybe you like business,
but don't want to be an accountant.

Maybe you should think about being an MIS human.

That's what MIS is all about.

Here are the three terms again:

• Information technology (IT): computers,

software, networks, and other techie things.
• Information system (IS): an IT system that
helps people perform tasks.
• Management information systems (MIS):
the study and use of IT to help meet business
goals.

Transactions and TPS

The information systems Toby and Lucretia use help them process
transactions. A transaction is a routine business operation, like
taking an order, shipping an order, paying employees, and so on. In
a college, examples of transactions are enrolling for a course,
getting a grade report, and paying tuition.

• Transaction: a routine business operation.

• Transaction processing: activities that complete a

transaction.

An IS that does transaction processing is sometimes called a:

 • Transaction processing system (TPS): an IS that
processes transactions.

The term "transaction processing system" is misleading if taken too

literally. Transaction processing is a function that an IS does, not a
category of IS.

I'll use the term TPS as a convenient shorthand for an IS that

mainly processes business transactions. It's a common term in the
MIS field. But don't think there are strict boundaries between IS
that process transactions and IS that do other things. One IS can do
lots of different things.

TPS are designed to match business processes. For example, the

post office needs to know Ann's address to deliver her package.
That means her address needs to go on the shipping label. That
means that the address needs to be in the database (so the printing
program can put it on the label). That means that that Toby needs
to enter the address in the database. So someone writes a program
that shows a screen like that in Figure 1.

Creating a good TPS isn't just a matter of knowing the technology,

but knowing the business processes as well. In fact, the most
common reason that TPS projects fail is that they don't match the
business processes they were supposed to support. A key to IS
success is that the people who know the technology have to work
closely with the people who know the business processes.

Automation
Let's go back to processes. Here's something important:

Many business processes are partly or completely automated.

Suppose you want to register for classes at a university. In the

Olden Days, it was a paper process. You might be given a time slot
for registration, maybe 4-5pm on Tuesday. This would be the time
you could enter the registration center. The registration process
would often take longer than one hour.

You would go to some large space, like a gym, that had been
temporarily converted to a registration center. You'd stand in line at
the gym entrance. Eventually, you'd be given an enrollment form.

Each department (sociology, mathematics, etc.) would have its own

desk. At the desk would be people from the department: professors,
secretaries, grad students... anyone they could find. The university
would also hire part-time people just for registration.

You'd take the enrollment form to a desk. A worker would have a

sheet of paper for each class. If there was room in the class, the
worker would check that you had the prerequisite courses. That
might involve a trip to a file cabinet in a bank of cabinets along one
wall, to get your transcript. If you had the prerequisite courses, the
worker would add your name to the list, and fill in and sign your
enrollment form. Then you'd go to the next desk.

Once you'd got the classes you needed, you would stand in line at
another desk, where someone would check your enrollment form. If
all was OK, the form would be dropped into a basket for processing.
If not, back you go to the desks.

Registration was expensive and painful for everyone in those

days.

Today, registration is online. You register from home, a coffee shop,

or wherever you like. Start your Web browser, and go to the
registration system. Log in, and select your classes. You will not be
able to select classes that are full. The registration software will
check your prereqs. If all is OK, you confirm your selections, and
log off. That's it.

The registration IS has dramatically changed the business process.

No need for a registration center. No need for faculty to become
temporary registration workers. Faster, easier, cleaner, and
cheaper.

Notice what's going on. The registration process is now embedded

in the registration software. The software does things like checking
for prereqs. It all happens without any attention from anyone.

Also, knowledge about how to register students is now embedded in

the registration software.

Later in the book, we'll talk a lot about automating processes. The
point here is that businesses come to rely on IS like the registration
system. They cannot do without them.

If you want to understand the business you run or work for, you
need to understand the processes embedded in the IS. Not all the
technology necessarily, but the processes. If you work in student
registration at a university, how can you understand registration if
you don't understand prereq checking? If you work in a mortgage
bank, how can you understand mortgage approval if you don't know
what the mortgage approval IS does?

Even when an IS automates a business process, you can't

understand that part of the business if you don't understand what
business decisions the IS is making.

1. My wife and business partner, Ann, says that the old registration
process had a big advantage. When you were standing in line, you
go to meet people, and make dates. Everything's a trade off.
Try a TPS
You can try a TPS. It's been installed on MIS-Book.Com for you to
mess with. Look at the list of demonstration software, and select
Badger. It's a simple personal finance application.

Badger lets you handle routine transactions. Here's a screen for a

deposit:

Figure 1. Deposit screen

It's not a complex program. You use it record a transaction, then

the next one, then the next one, then the next one...

Badger will show simple reports, with things like current balances.
 Figure 2. Balances

Simple, repetitive business transactions. Not the most exciting thing

in the world. But you must track this information.

Decision support

• Structured process: a process where the steps needed to

complete a task are known ahead of time.

That means that the people writing the programs to support the
task know (in principle) what the programs have to do, before they
start writing them. It also means that the dudes training Toby and
Lucretia know what they should train them to do. Of course, things
don't go smoothly in practice, but let's keep things easy for the
moment.

Not all tasks are as straightforward.

• Unstructured process: a process where the steps needed to

complete the process are not known before it is begun.

Decision support toolkit: A collection of software that helps

business people make decisions. It's a toolkit, rather than an
integrated system.

Different people have their own toolkits, depending on what task

they do, their particular skills, and their preferences.

There is another term you'll see: decision support system (DSS). I

prefer the term DST, since the word "system" in DSS implies an
integrated package you buy to support decision tasks. DST aren't
like that. Instead, you collect the tools you need. For example, for
your job, you might use Microsoft Excel, Microsoft Access, the
statistical package SAS, Crystal Reports, and a Web browser.
Types of MIS jobs
There are lots of different MIS jobs. Here are the main ones.

• Systems analyst. Their job it is to understand, document, and

design business processes. They connect business strategies
and IT. Systems analysis is one of the most important MIS
jobs.

• Developers. These are the people who create software, or

adapt existing software to meet changing business goals. They
write programs, create databases, and other things. When they
write programs, they focus on programs that serve business
needs. They tend not to mess around with the guts of the
technology.

• Usersupport. These people help users get the most from a

company's IT investment. They man help desks, do training,
troubleshoot problems, write user manuals, and other things.

• Technical support. These people help keep computers,

software, and networks running. They plan software upgrades,
do some security work, and other things. There are some MIS
people here, but this is where computer science graduates
really shine.

Many MIS professionals work in a company's central IT department.

However, these days some MIS professionals work in functional
areas as well. It's not unusual for, say, the accounting department
to have its own MIS people, separate from the main IT department.
They get to know the accounting function well, and can offer better
support.

The bottom line is that MIS professionals are in demand, and will
continue to be. Because MIS jobs are a mix of business and IT, they
are hard to move offshore.

MARKETING AND SELLING STRATEGIES

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.
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

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

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:

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

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
 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.

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.

• 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.
 BIBLIOGRAPHY

• Modern Applications of Life Insurance by H. C. Mehta and R.

C. Chadha.

• Business standard

• Business Today

• The Economics Times

• Research Methodology by C.R. Kothari.

• Marketing Management by Philip Kotler

• www.hclinfosystems.com

• www.google.co.in

• www.wikipedia.org