RAJEEV Summer Training Report Sgi

HCL Infosystems Ltd, Pune

EXECUTIVE SUMMARY:

Today most of the organizations try to cut down their costs either

by outsourcing their non – core activities or by improving their

systems. Few of the HR activities are non-core for an organization

like recruiting people, payroll processing, Annual Maintenance

Contract and Technical Training, etc. These activities are such that

they had become a routine for an organization and they don’t bring

any value addition for a company in terms of either the top line or

bottom line. Also to outsource this HR related activities companies

had to go for different vendors because none of the vendors

provide complete solution. HCL Infosystems Ltd took up this

opportunity and provided one stop solution for all the IT related

services. Already HCL was known for providing the IT services

and hence by providing other kind of IT services HCL has

expanded its scope of work. Today HCL Infosystems is one of the

leading IT service providers in India.

Pune is seeing a huge potential today as many companies are

setting up their plants and offices in and around Pune. There are

many industrial sectors developed by MIDC and also had got the

recognition of being a SEZ area. Pune is also into the building of

Suryadatta Institute of Management and Mass Communication, Pune

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the IT hub at Hinjewadi. Already there IT companies like Infosys,

Wipro and TCS who has set their campuses in Pune which they are

also expanding with the expansion of their business. Pune is also

attracting the auto companies to set up their manufacturing plants

in and around Pune. Already their were major auto companies like

Tata Motors, Bajaj, Force Motors, John Deere, etc. who had set

their plants in Pune.

This new and new companies entering into Pune would require

someone who can help them in carrying out their technical

activities and run their organization smoothly. They would require

registering their companies under ROC and other various

government organizations like PF office, PT office, etc. HCL sees

a huge potential in the Pune market. As on today there are more

than 500 IT companies and more than 3000 Manufacturing

companies in Pune and which keeps on increasing at an incredible

rate. Hence HCL Infosystems wants to tap this Pune market by

offering various IT services.


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INTRODUCTION

This report is about two month’s summer training at HCL

Infosystems Limited as a summer trainee. The title of project was

“Market Potential Estimate for HCL Infosystems -CDC

(Career Development center) in Pune”.

The project profile was as under:

Step 1: Building up database of companies in Pune.

Step 2: Getting the concerned contact person details (like HR

persons Name, E-mail ID, Phone Numbers, etc.)

Step 3: Requesting the concerned person for an appointment.

Step 4: Meeting and introducing them about HCL CDC service

offerings.

This was a kind of Business Development job. I learnt and

understood the process of BD in a service industry. I got an idea of

what all problems arise while selling a service offering to a

prospect in the real business world.


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I was in Business Development team where the main activity is to

generate lead. It was the first time I faced this kind of job profile. I

made my first cold call on a telephone and also made my first

presentation to any company. I gained the knowledge of how to

start sales activity in new market which starts from territory

mapping to managing and handling the clients.


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COMPANY PROFILE

HCL is an established name in the Information Technology world

of India. It’s an establishment which epitomizes the past, present

and future of the IT services in the country. HCL stands for

Hindustan Computers Limited. The very name HCL

communicates and carries the essence of assurance and trust. It

aptly reflects the ethos of an organization anchored on the values

of integrity, transparency, growth, and diversity.

HCL TODAY :

HCL is India’s largest PC manufacturing company. It has grown

by leaps and bounds and emerged as a global one-stop shop for IT

products. Today, the organization has a strong global presence

across Europe, Middle East, South Asia and Southeast Asia, and

offers a diverse range of IT services and IT outsourcing solutions.

HCL Infosystems' manufacturing facilities are ISO 9001 - 2000 &

ISO 14001 certified and adhere to stringent quality standards and

global processes. With the largest installed PC base in the country,

four indigenously developed and manufactured PC brands -

'Infiniti', 'Busybee' 'Beanstalk' and 'Ezeebee' - and its robust

manufacturing facilities, HCL Infosystems aims to further leverage


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its dominance in the PC market. It has been consistently rated as

Top player in PC industry by IDC.

The Channel Business of HCL Infosystems has an extensive

network of over 3000+ resellers across 800 locations. It has

actively promoted the penetration of PCs in the home and the small

office/home office (SOHO) segments.


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HCL INFOSYSTEMS LTD.

HCL Infosystems is India's premier information enabling

company. Leveraging its 3 decades of expertise in total technology

solutions, HCL Infosystems offers value-added services in key

areas such as system integration, networking consultancy and a

wide range of support services.

HCL Infosystems is among the leading players in all the segments

comprising the domestic IT products, solutions and related

services, which include PCs, Servers, Office Automation,

Networking Products, TV and FM Broadcasting solutions,

communication solutions, System Integration, Digital lifestyle

Solutions and Peripherals.

HCL has a direct sales, channel sales and retail sales network pan

India. Continuously meeting the ever increasing customer

expectations and applications, its focus on integrated enterprise

solutions has strengthened the HCL Infosystems' capabilities in


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supporting installation types ranging from single to large, multi-

location, multi-vendor & multi-platform spread across India. HCL

Infosystems, today has a direct support force of over 2800+

members, is operational at 360+ locations across the country and is

the largest such human resource of its kind in the IT business in

India. HCL Infosystems has pan India presence across metros and

non-metros.

HCL Infosystems' manufacturing facilities are ISO 9001 - 2000 &

ISO 14001 certified and adhere to stringent quality standards and

global processes. With the largest installed PC base in the country,

four indigenously developed and manufactured PC brands -

'Infiniti', 'Busybee' 'Beanstalk' and 'Ezeebee' - and its robust

manufacturing facilities, HCL Infosystems aims to further leverage

its dominance in the PC market. It has been consistently rated as

Top player in PC industry by IDC.

The 'Infiniti' line of business computing products is incorporated

with leading edge products from world leaders such as Intel.

Constant innovation to meet the customized requirements of its

customers has enabled HCL to create the trusted ICT infrastructure

platforms, powerful value adds like HCL Embedded Control &

Continuity (HCL EC2) technology and the future generation of


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digital lifestyle enablers.

The office Automation segment has strategic alliances with

industry leaders to provide services in various domains which

include Audio Video system integration solutions, broadcasting

solutions, imaging products and solutions. The company has

strategic alliances

with world leaders for voice and video conferencing solutions, TV

and FM Broadcasting solutions and for Imaging products and

solutions to provide documentation products like copiers, MFDs,

Duprinters, laser printers and large format printers.

The Channel Business of HCL Infosystems has an extensive

network of over 3000+ resellers across 800 locations. It has

actively promoted the penetration of PCs in the home and the small

office/home office (SOHO) segments.

HCL Infinet Ltd, 100% owned subsidiary of HCL Infosystems Ltd.

is a class A ISP focusing on providing the corporate networking

services like Virtual Private Network, Broadband Internet Access,

Internet Telephony Hosting & Co-location services, designing &


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deploying Disaster Recovery Solutions & Business Continuity

solution, Application Services, Managed Security Services & NOC

Services over its state-of-the-art IP / MPLS network and end-to-

end contact center solutions.

Key Business Associates

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 as 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.


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HCL CDC:

HCL dominates the IT space as a leader. 45,000 gifted

professionals, a colossal US $4 Billion turnover, an international

presence in 17 countries, and most importantly a deep-rooted

commitment to innovate, makes it a true Technology Giant.

As the fountainhead of the most significant pursuit of human mind,

HCL believes, only a leader can transform you into a leader. HCL

CDC is an initiative that enables individuals to benefit from

HCL’s expertise in the space and become Industry ready IT

professionals...


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CHAIRMAN & CEO'S PROFILE

Ajai Chowdhry

Chairman and CEO, HCL Infosystems Ltd.

Founder HCL, Chairman and CEO, HCL Infosystems Ltd.

An engineer by training, Ajai Chowdhry is one of the six founder

members of HCL, India’s premier IT enterprise. HCL, a start-up in

1976, touched $ 4 billion for the last 12 months.

Ajai Chowdhry took over the reins of HCL Infosystems, the

flagship company of the group, as President and CEO in 1994. He

was appointed the Chairman of HCL Infosystems in November

1999. Under his stewardship, the company’s turnover has grown to

$ 2.6 billion for the last 12 months from $ 89 millions in 1994.

With employee strength of over 5000, it has emerged as country’s

information-enabling powerhouse.

Ajai has been a key force in driving the growth of HCL

Infosystems. The credit of setting up HCL's overseas operations,

starting with Singapore in 1980, goes to him. During this tenure he

extensively covered South Asian Markets including Malaysia,


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Thailand, Hong Kong, Indonesia, and the People's Republic of

China, expanding business operations, which paved the way

towards enhancing HCL's core competencies in bringing the best

international technologies to domestic market.

Driving the thrust on IT, Telecom and Imaging, Ajai perceives the

role of his company as that of enabling information. Credited with

providing momentum to key IT phenomena - within the company

as well as in the industry - he has constantly added newer and

cutting edge technology skills to the company's portfolio. Under

his leadership, several new projects have been undertaken in the

company that have had a lasting impact - getting into IT retailing,

spearheading the company wide Quality movement, and the very

recent low cost PC initiative and IT for masses are some examples.

An absolute stickler for customer focus, he himself spends

significant time, personally listening to customers.

Ajai sensed an emerging opportunity early in telecom and imaging

category and today HCL Infosystems is poised to exploit this

opportunity to offer a richer bouquet to its customers.

It is recognition of his visionary status that Ajai was part of the IT

Hardware Task Force, set up by the Prime Minister of India to give


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shape to the country's IT strategy. Ajai has repeatedly championed

the cause of improving PC penetration in the country. He has

worked closely with many Government bodies to take IT for

masses agenda forward. Presently he is a part of several

government committees to take forward the course of IT and

Hardware in India. He was awarded with 'IT Man of the Year' by

The Skoch Consultancy and 'Best IT Man of the Year' by The

Foundation of Indian Industry and Economists. Recently, he has

been awarded with ‘Corporate Ratna –IT Industry of the

Millennium’ Award by Wisitek Foundation and ‘Electronics Man

of the Year - 2006’ Award by EFY for his pivotal role in HCL’s

breakthrough innovations. Currently he Chairs the CII National

Committee on IT/ITES/E-Commerce.

Ajai has a bachelor's degree in electronics and communication

engineering, and attended the Executive Program at the School of

Business Administration at the University of Michigan, US.

Ajai is an avid reader and is fond of Jazz and the fine arts. He and

his wife Kunkun live in New Delhi.


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HEAD OFFICES

E M A I L I D'S

Company Information /Media Inquiries email: [email protected]

Career Related Inquiriesemail: [email protected]

Clients & Prospect Inquiries / Website Feedbackemail: mailto:[email protected] D D R E S S (Corporate Office)

HCL Infosystems Ltd.E-4,5 & 6, Sector 11,NOIDA 201 301, UPIndia

T E L & F A X

Tel: 2526518/19, 2520977Fax: 2550923Prefix from Delhi: 95120 STD Code: 0120, ISD Code: +91-120


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mailto:[email protected]




C O R P O R A T E O F F I C E

HCL Infosystems Ltd.

E-4,5 & 6, Sector 11,NOIDA 201 301, UPIndiaLocation STD Code Tel FaxAhmedabadBangaloreBarodaBhopalBhubeneshwarChandigarhChennai

Cochin

CoimbatoreGuwahatiHyderabadIndoreJaipurKanpurKolkata

KozhikodeLucknowMaduraiMumbai

0790800265075506740172044

0484

04220361040073101410512033

049505220452022

26576467 255840612342812 24692022535343270496128291765, 28290911

2353386

2218348266797427765263, 27765175

27070472546871 (PP)22401945, 22807368

2325205

22622090, 22625674,28571458/3195/6407


16


NagpurNoidaPatnaPuneRaipurRanchiThiruvananthapuramTrichyVijaywadaVishakapatnam

071201200612020077106510471043108660891

22334072522354, 2522324

26121357508995922422182729844

2522488

VISION AND MISSION

VISION AND MISSIONVISION STATEMENT"Together we create the enterprises of tomorrow"

MISSION STATEMENT"To provide world-class information technology


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solutions and services to enable our customers to serve their customers better"

QUALITY POLICY

"We 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.


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CORE VALUES

We shall uphold the dignity of the individual

We shall honor all commitments

We shall be committed to Quality, Innovation and Growth in

every endeavor

Top Executives - Chiefs

It has been observed across all corporate that the biggest winning

teams have always been lead from the front by men of substance

and integrity. Men whose quality vision, high standards and sheer

determination to turn dreams to reality have helped HCL to

withstand the tests of time and become one of the biggest players

in the IT industry. They are a thinker whose leadership skill have

not only helped the company yield profits but has also inspired co-

workers to put in their 'unstoppable' best.


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PRODUCT & SERVICES PROFILE (HCL CDC):

HCNE HCNP HCNA


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HCL Certified Network Engineer [HCNE]

COURSE DETAILS DURATION COURSE DETAILS DURATION Module – 1 100 Hrs / Module - 6 150 Hrs

Computer Hardware & Networking 2 Months MCSE 3 Months

1Introduction to Basic Electronics

Network Systems - Core Exams

2 Number Systems 1070-290 - Managing & Maintaining

3 Computer Architecture a Microsoft Windows

4PC Assembling & Disassembling Server 2003 Environment

5PC Maintainance & Troubleshooting 2

070-291 - Implementing, Managing &

6Peripheral Devices & Troubleshooting

Maintaining a Microsoft Windows

7 PC Communication Server 2003 Network Infrastructure

8 PC Operating System 3070-293 - Planning & Maintaining

9 Basics of Networking a Microsoft Windows Server 2003

Network Infrastructure

Module – 2 80 Hrs / 4070-294 - Planning, Implementing &

Advance Networking 1.5 Months Maintaining a Microsoft Windows

1 Basics of Networking Server 2003 Active Directory

2Network Architecture & Technology Infrastructure

3 Network Operating 5 CLIENT OPERATING


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Systems SYSTEMS

4Network Support & Implementation

070-270 - Installing, Configuring &

5 Wireless Technology Administering Microsoft Windows

XP Professional Module – 3 80 Hrs / 6 DESIGN

Server 1.5 Months 070-297 - Designing a Microsoft

1 Server Technology Windows Server 2003 Active Directory

2 Server Operating System And Network Infrastructure 3 Server Administration 7 ELECTIVE EXAM

4 Server Troubleshooting 070-298 - Designing Security for a

5 Sisaster Recovery Microsoft Windows Server 2003

Network Module – 4 50 Hrs / Security 1 Month Module - 7 100 Hrs / 1 Introduction to Serurity RHCE 2 Months

2 Security Techniques 1RH-033 - Red Hat Linux Essentials

3 Security Infrastructure 2 RH-133 - Red Hat Linux 4 Protocols / Topologies System Administration

5 Infrasture Management 3RH-253 - Red Hat Linux Network

And Security Module – 5 50 Hrs / CCNA 1 Month

1640-821 - Introduction to

CISCO Networking Technologies


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2640-811 - Interconnecting

CISCO Networking Devices

SWOT ANALYSIS OF COMPANY

STRENGTH

Customize solutions to support varying client requirements


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Automate business practices in line with world-class

standards.

Institutionalize best practices across industry through

continuous learning.

Company has 59 branches in India and also its presence in 14

nations globally.

WEAKNESS

Lack of awareness about the HCL’s services amongst the

companies. Most of the companies and institutions relate HCL as

one of the Computer manufacturing company. They are not much

aware about other services that HCL is into.

Since HCL is providing customized services as per the clients

requirement there is no standard fixed price for this services. The

cost will vary according to the scope of work required to be done

by HCL.

OPPORTUNITY


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Because of the boom in economy, there is rapid growth in the

number of new companies entering in the Pune. More and more

areas are developed under the development scheme of SEZ. Also

Pune is serving as the IT hub on the map of India. The

manufacturing sector is no where lying behind. All the major Auto

firms had established their plants in and around Pune. The need of

Technical Training related services is being pronounced by the

companies due to this growth which is going to continue for at

least next 5 to 7 years. There is a lot of untapped market in the

region for HCL. HCL group companies are in the market since

1976 and it has already fixed up its roots so HCL CDC has an

advantage to widen its market and make its presence.

THREAT

As this is booming industry, there are many new entries in the

market which increases the competition.

There are various services that can be offered like SAP, Embedded

services, Network outsourcing.


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So new players or existing players offer customer this services.

There are companies which have divided this offering and they are

offering only a part of it i.e. they have specialized in only one or

two of the particular services. So they all are the competitor of the

company who takes away the share from market. HCL has one

advantage that it can offer all the above services.

HCL Infosystems Ltd is also working in the same premises. In any

case if it is not offering its services well; it will surely affect the

business of HCL CDC. This can be seen as the other way round

also i.e. if HCL CDC is not serving well to its clients than it would

affect the parent company.

PROJECT PROFILE:

TERRITORY MAPPING

ESTABLISHING CONTACT WITH THE HEAD HR OF


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THE COMPANY & REQUESTING FOR AN

APPOINTMENT

MEETING CLIENTS

TERRITORY MAPPING:

Under my project I had collected & validated existing as well as

new data that I was to collect. I had mapped various areas like

Sanaswadi, Ranjangaon & also Hinjewadi. By mapping this areas I

actually came to know which all companies to target and which to

not, which all companies are existing which are actually present

and so. By actually visiting the areas like this reveals actual and

true information of the company. This is not like the data available

from the internet which would not be updated for years. Although I

had took lot of help of the internet and local helpline services to

get the required data. Actually their was one existing data base on

the STPI website for the IT companies of Pune which I had

validated and done necessary changes in it. Some companies are

too small, either in terms of the number of employees or in terms

of their turnover to avail our services so I sorted out such

companies also so that one doesn’t waste time in such companies. I

had covered industries like chemical, construction, auto

components manufacturer, BPO, Courier Company, and other IT

& manufacturing companies.


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I had made a database which describes details such as

Name of the company,

Contact Details

Contact person details like name & email ids, etc.

ESTABLISHING CONTACT WITH THE HEAD HR OF

THE COMPANY & REQUESTING FOR AN

APPOINTMENT:

Establishing contact with the head HR of the company was one of

the steps that I took before actual meeting with him. I use to get in

touch with head HR of the company before meeting to take an

appointment with him or to brief them about our offerings.

Many companies thought that HCL is only into PC manufacturing

as per their knowledge. In such cases I explained the company that

we are the same group company but different SBU all together.

HCL CDC had a different management that from HCL

Technologies.

Sometimes few Companies had a bad experience with HCL, in that

case I handled them very care fully and explained them we have

different management and we have nothing to do from HCL

Technologies.


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Generally companies send email, do phone call or send brochure

for introduction of the offerings and to establish relationship with

the clients. In that they just tell briefly about all offerings and when

they meet they discuss the offerings in which the client is

interested.

For my work I used to make calls in the company, get connected to

the HR person through the board line, ask the HR for their details

like name and e-mail id. This was not all I used to brief the HR

about our service offerings and ask him/her for an appointment so

that I could make a detailed presentation and could know about the

requirements of the prospects. Most of the times HR person used to

give their e-mail id and asked me to first send details regarding the

company and what it has to offer. Their were few HR persons also

who already knew about the company and so they would either

gave the appointment or asked me to call later next week to get an

appointment as that week was too busy for them. I mostly used to

send e-mail to the HR before meeting him/her so as to make

him/her aware about offerings.

This e-mail was giving only the brief introduction about our

offerings. I could have sent very well full details of company but I

didn’t because we have to create demand. In many companies we

need to make them realize that your company needs outsourcing.


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There are many resistances but still we make it happen. If we send

full detail mail in beginning probably the person may not

understand it or over estimate it. To not let this happen I use to

send only introduction letter. One advantage of sending brief e-

mail is that if customer wants to know about any of our services he

has to approach us and that time we can pitch the clients for the

services. It was to establish the contact with the clients primarily so

When I meet the client it is based on some relationship which gives

friendly relationship with client.

In doing this work many times I face problem of not getting

appointment, the assistant of HR does not pass the e-mail to the

concern person and directly says we are not interested, he does not

even pass the phone call to him so that at that time any how we

need to keep on following up for the meeting.

The best part of it is if the person has gone through the e-mail than

we need not explain him/her everything and we can directly

discuss the offering in which he/she was interested.

The learning in this part is that always try to make friendly relation

with your customer so as to understand them more.

MEETING CLIENTS:


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Meeting clients was the most fascinating part of my work. The

ultimate aim of the meeting was to associate with the client

company and get business for the HCL-CDC.

Generally the meeting would take place at the client place. The aim

of any meeting was to bring business to the company. In meetings

I used to present the company’s brochure and the visiting card to

the HR person and give a presentation of the HCL services. It was

the first face to face interaction of client and service provider so

service provider should be completely prepared to answer the

client.

The format of power point presentation is as given below:

Introduction of the company

Introduction/list of the offerings

Details of each offering

Product or service differentiation

Advantages over other service provider

Existing client list

Meeting seems very interesting but it needs lots of home work.

Before sales person go for a meeting he/she must understand all

the offerings of the company. He should also know the offerings of

competitors, company’s strength, weakness, differential advantage

over competitors, and prices offerings of company as well of


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competition. It is important to know all this because customer

always contacts many sellers before buying any product or service.

So as to be at par or better than competition person should be

aware of the industry status.

Before going to meeting I understood all my offerings from my

senior, from company’s site and from company’s brochure.

HCL-CDC is purely service provider firm and also it provides

customized services to its client, so we were to be very conscious

about pricing. We would never tell the exact pricing of any of our

offerings to the clients since it would depend on number of factors

such as the scope of the job, number of employees, etc. Pricing

part would be revealed to the client only in the proposal. This

proposal could be made only after knowing the prospects

requirements and the scope of work involved. The proposal was

then sent to the prospect and then he/she would decide taking the

concern of the company’s directors to go and hire the services or

not.

I met different types of prospects. Some prospects are genuinely

interested in doing the business. Such prospects talk to the point

and do not waste time. If these prospects are properly followed up

they can become customer of the company. Many prospects are not

much interested, so this type of prospects needs to be taken care of.


32


There are few prospects also who are not interested in the offerings

but just wanted to pass their time.

After meetings, clients need to be followed up properly, who ever

requires proposal I send them proposal and we also need to keep

track of the dates of the contract getting over of the prospects with

other company so that we can do follow up with them.

Learning from the meetings was the highest. I learned how to

present myself as well HCL’s service offerings. Companies would

always be interested in knowing the cost part of our service

offerings. As this is service industry there is not much

differentiation in the offerings and if at all it is not visible so

generally the bargaining power of the client Increases. In many

companies clients are asking for list of existing customers so that

he can decide our company’s potential.

My communication skill was poor when I started my project but at

the end I was more confident and clear.

Patients were the most important thing in meeting. Many times I

had to wait for client in his office & many times after getting an

appointment also the client does not meet. In this situation I needed

to be patient. I always follow one principle which is “customer is

always right”.


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If meeting was positive then there was lot of work and calculation

that needed to be done to make the proposal & send to the client.

Here the next step starts which is buying back business.

LEARNING:

Improvement in communication skill

How to identify the potential customers

Locate the concern person for association with the company

Drafting of professional documents


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Handling the client

Generating the data base

How to start up sales activity in new market

Got the actual implementation of what I have learnt

RECOMMENDATIONS:

HCL-CDC could increase the awareness for their services. Still the

market knows HCL as a Hardware manufacturing company. So

HCL-CDC could try to focus on making a corporate presence. This

could be done by organizing and sponsoring various activities such


35


as NHRD meets, etc. The company can also give their articles and

ads in the leading Business Magazines.

Since more and more companies are setting up their units in and

around Pune region, HCL could try and pitch these companies.

There are many SEZ areas also which are bringing huge

investment in the Pune region. HCL can keep an eye on these new

companies and target them.

LIMITATIONS

The main limitations of the study are:

Time constraint

Due to so much competition in the market corporate people

did not easily ready to give any type of information.


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Some companies are New in the market so they don’t have

enough Experience of behavior of consumers in market.

Mostly retailers don’t want to give information and act

rudely. Some even refuse to give response.

Some of the company employs told to trainee all information

could be given by our head office.

Consumers also not easily ready for gave the answers.

BIBLIOGRAPHY

1. Philip KotlerMarketing Management

2. Peter M. ChinsalThe Essence of Service Marketing


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3. www.google.com

4. www.hcl.com

5. www.hcl infosystems.com

AN OVERVIEW


38

http://www.ruchihealth.com/

http://www.ruchigroup.com/

http://www.google.com/

Documents

RAJEEV Summer Training Report Sgi