copy of introduction to hcl edited lokesh
TRANSCRIPT
A
Project Report on
BRAND AWARENESS AND CUSTOMER SATISFACTION OF
HCL CDC
CONDUCTED ATHCL CDC, CHANDIGARH (HARYANA)
Submitted toKURUKSHETRA UNIVERSITY, KURUKSHETRA
IN PARTIAL FULFILLMENT OF THE REQUIREMENTFOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION (M.B.A)
(SESSION 2010-2011)
Under Supervision of: Submitted by:MR. VIKAS ARORA LOKESH GARG
HOD M.B.A. Dept. Roll No-785
1
DECLARATION
I LOKESH GARG, student of MAHARAJA AGRASEN INSTITUTE OF
MANAGEMENT & TECHNOLOGY , JAGADHRI hereby declare that all the
information, facts and figures furnished in this report are based on my own
findings and experience collected, during my project in HCL CAREER
DEVELOPMENT CENTER. This information has been used for purely
academic purpose.
I hereby declare that material provided in this report is original and has not been
submitted anywhere for any other diploma or degree.
The project report is the result of my own hard work and self belief.
LokeshGarg
2
PREFACE
The present era is that of business and trade, without which probably the world would not
survive for even the second day. Amongst increasing competition, quick thinking, faster
decision making based on a complete knowledge and proper implementation of the decisions
taken has become a must.
Keeping all this into mind, MBA course has been designed to make the students learn the
virtues of how business is to be managed efficiently and effectively, keeping into mind the
long-term objectives of growth as well as profitability.
A part of the completion of the course involves industrial training in the industry, which
helps the students get complete practical exposure to the ways in which business is done and
also get an insight into management practices followed by the industry. My industrial
training gained more significance as I did my training at one of the most professionally and
efficiently managed corporate in India: HCLCAREER DEVELOPMENT CENTER; which
was a tremendous learning experience for me.
The project assigned is under the guidance of Mr. VINOD RAI. I learned a lot regarding
administration of business from Mr. VINOD RAI during my tenure, an experience that
will probably help me a lot when I will join the corporate world.
3
ACKNOWLEDGEMENT
Any work of this magnitude requires the input, efforts and encouragement of people from all
the sides. In this project report I have been fortunate in having got the active co-operation of
many people, whom I would like to thank.
I am deeply indebted to Dr. RAJ KUMAR GOEL (Director) & my worthy thanks to
my training & placement officer Mr. ADARSH AGGARWAL for their valuable contribution
during the academic session & guidance in preparation of this project report.
It gives me great pleasure to express my heartful gratitude to my lecturer DR. SHUCHI
for guiding me through his efforts at each and every step. I humbly submit that without his
efforts this project would have not been conceptualized nor materialized
I would like to thank Mr VINOD RAI for giving me an opportunity to work and
enlightening my ways whenever. I need in completion of this. project. Their able guidance
and support helped me a lot.
LOKESH GARG
4
DECLARATION
I hereby declare that the following documented project report titled “BRAND AWARENESS
AND CUSTOMER SATISFACTION OF HCL CDC “is an authentic work done by me.
The study was undertaken as a part of the course curriculum of MBA full time program
Kurukshetra University, Kurukshetra.
LOKESH GARG
5
TABLES OF CONTENTS
Introduction
Industry overview
HCL Company profile and facts
Significance of study
Objectives of study
Research Methodology
Review of Literature
Research Design
Sample Design
Data
Data Analysis and Interpretation
Findings
Suggestions
Conclusion
Limitations
Bibliography
Appendix
Questionnaire
6
Computers and Information Technology - Industry Overview
Information science is the science that investigates the properties and behaviors of
information, the forces governing the flow of information, and the means of processing
information for optimum accessibility and usability. The field is derived from those related to
mathematics, logic, linguistic, psychology, computer technology, graphic arts, management
and other fields.
A nation’s development potential depends upon its ability to continuously educate its
population and its ability to create armies if skilled manpower. In particular, use of
Information Technology (IT) in acquiring knowledge and skill has become an essential
element in education and training. These IT elements in the educational process have magical
effects.
Higher education without the support of IT makes the lives of learner and teachers equally
difficult. A nation’s intellectual strength depends upon IT support. The use of computing and
communication technology to enhance the efficacy of transaction and productivity is the
driving force in this new era of social and economic transformation in the new society called
Information Society.
A strong IT structure can give an institution a competitive advantage for the best students and
faculty and an advantage in competition for absorbing external research and grants to execute
studies, research etc. in a short time and with great resolution.
IT with reference to ‘TECHNOLOGY IN EDUCATION’ encompasses one or more of the
following:
Vocational training tools, such as CBT (Computer Based Training), CAD (Computer Aided
Design), etc.
Computer and computer-based systems for instructional delivery and management, e.g. CAI
(Computer Aided Instructions) etc.
Internet/web based education e.g. not only educational information with text, graphics but
also courses are offered by various web sites.
7
Education forms the backbone of a nation and is one of the most important key indicators of
a country’s growth and development. In fact the rise of knowledge economy at a global level
has once again reinforced education, in all its forms (elementary, secondary, higher,
vocational, and adult) , as the key economic and business driver.
In the past, government was the sole education provider as it was primarily considered a
social service. However, with liberalization and globalization of economy, it has become
evident in the last decade or so that the government cannot alone can bear the cost of the
education sector. The private sector has stepped in to fill the gap and has increasingly
enhanced its profile in education over the last decade. This had led to a growing debate in
recent times on India’s Educational Policy and the changes required making the education
sector more vibrant and flexible to meet the rapidly diversifying needs of our growing
economy.
India entered the computer scene at a time when the world was switching over from
mainframe computers to personal computers. In 1990 India caught up swiftly with the
technologically advanced countries to emerge as a key player on the world software map.
The presence of hardware giants like the IBM, HCL and Hewlett Packard ensured instant
transfer of hardware technology and we witnessed the launch of new products simultaneously
in India and the west. In a decade India had been acclaimed for having the best software
professionals. This was largely due to the involvement of the world’s major players who
opened software development centers to derive their competitive advantage. At the turn of
this millennium the industry got a steady impetus with convergence technologies initiating
jobs in the service sector. India’s IT industry is worth Rs. 16, 000 or 1.2 billion dollar share
in the world market.
The IT growth was, however, faced by critical anomalies. While India boasted of steep
progress and global growth of the industry, it confronted a dismal underdeveloped and
overstretched IT infrastructure. Problems such as poor access and poor service dogged even
basic services. This called for a complete restructuring of basic infrastructure required by the
8
industry. Software technology parks committed to providing to these critical anomalies
facing this sunshine industry were set up. The policy of Indian government initiated private
IT firms to bring the latest technologies which would expand computer networks. Online
education is an outcome of the invasion of computers in education. Numerous educational
courses, references, institutional information, application and admission processes are now
available with the massive computerization of education sector.
9
HCL
Company profile and facts
HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 6.5
billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies and
HCL Info systems.
The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups.
Its range of offerings span R&D and Technology Services, Enterprise and Applications
Consulting, Remote Infrastructure Management, BPO services, IT Hardware, Systems
Integration and Distribution of Technology and Telecom products in India. The HCL team
comprises 63,000 professionals of diverse nationalities, operating across 23countries
including 360 points of presence in India.
HCL has global partnerships with several leading Fortune 1000, including several IT and
Technology majors.
Along with the swiftly growing software technology industry, HCL, which was hitherto
known as the pioneer in modern computing made the advent into software development.
HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the
software services arena.
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. And
this it does across 18 countries and across 360 service locations in India.
HCL ENTERPRISES
10
HCL Technologies
11
• HCL Technologies is one of India’s leading global IT Services companies, providing
Software led IT Solutions, remote infrastructure management services and BPO. The
company leverages an extensive global offshore infrastructure and its global network of
offices in 16 countries to deliver solutions across select verticals including Financial
Services, Retail and Consumer, Life Sciences Aerospace, Automotive, Semiconductors,
Telecom and MPE (Media Publishing and Entertainment). For the ending 31st March 2008,
HCL Technologies, along with its subsidiaries had revenue of US $ 1.7 billion and employed
48, 802 professionals.
HCL TECHNOLOGIES
HCL TOUCH
HCL COMNET
BPO’s
KPO’s
HCL Infosystems12
.
HCL Infosystems, with revenues of US $ 3.1 billion, is India's premier information enabling
company. Leveraging its 27 years 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 business, which includes PCs, servers, networking
products, imaging & communication products.
Continuously meeting the ever increasing customer expectations and applications, its focus
on integrated enterprise solutions has strengthened the HCL Infosystems SSO's (System
Support Organization) capabilities in supporting installation types ranging from single to
large, multi-location, multi-vendor & multi-platform spread across India. The SSO,
comprising a direct support force of over 1600+ members, is operational at 170+ locations
across the country and is the largest such human resource of its kind in the IT business.
HCL Infosystems offeres value-added services in key areas such as system integration,
networking consultancy and a wide range of support services. HCL Infosystem
manufacturing facilities are ISO 9001-2000 and ISO 14001 certified and adhere to stringent
quality standards and global processes. It is rated among the leading players in all the
segments, comprising domestic IT products, solutions and related services, including PC’s,
servers, networking products and communication products. HCL Infosystems owns the
brand of ingeniously developed and manufactured, most popular PC-‘Ezeebee’, ‘Busybee’,
Beanstalk’ and ‘Infinity’- and iys robust manufacturing facilities.
HCL Infosystems has a long standing relationships with world technology leaders such as
SUN for enterprise computing solutions
INTEL and AMD for PC’s and pc servers
MICROSOFT, NOVELL and SCO for operating systems and software solutions
Toshiba Corp. for business automation equipment
SAP AG for specialist ERP solutions
13
ORACLE, SYBASE and INFORMIX for RDBMS Platform, EMC
VERTAS for storage solutions.
HISTORY AND MILESTONES
14
PARTNERSHIPS
15
HCL has always prided itself on its partnership engagements. Partner models are also
evolving in the technology industry. Innovation has extended into the ecosystem and
community based engagements are coming into play. HCL has also enhanced its
relationships with partners and is creating a variety of innovative partnership models, with
various approaches to risk-reward sharing. Some of the notable partner engagements:
PRODUCTS
16
AWARDS AND ACCOLADES
17
3rd most-valuable ICT brand after Microsoft & Intel - by Plan man Consulting & ICMR
Research
Amongst the top 10 in brand association and brand loyalty - by Plan man Consulting &
ICMR Research
21st most-valuable brand - by Plan man Consulting & ICMR Research
Amongst India’s 100 most Valuable Brands 2007 - by ICMR & 4Ps
CNBC AWAAZ Consumer Award 2007 for most preferred personal computer brand
The most Admired Retailer of the year 2007 - by India Retail Forum
Excellence in Quality Management Award by ELCINA - Dun & Bradstreet for 2006-
07
Best Employer of the year 2007 - by DATAQUEST in collaboration with IDC India
Excellence in Environment Management by ELCINA - Dun & Bradstreet
HCL Career Development Center
18
HCL in Training
The company has ventured into the field of IT training with an objective to meet the
increasing demand for skilled professionals from organizations across the country.
HCL Infosystems provide specially designed programs in high-end Software, Hardware and
Networking solutions. There are more than 130 fully operational HCL training centers in all
the major locations across the country.
As the fountainhead of the most significant pursuit of human mind (IT), HCL strongly
believes, "Only a Leader can transform you into a Leader". HCL Career Development
Centre (CDC) is a formalization of this experience and credo which has been perfected over
three decades.
It is an initiative that enables aspiring individuals to benefit from HCL’s longstanding
expertise in the space and become Industry ready IT professionals.
Maintaining Quality - 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.
HCL Edge
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Interview Skills, Mocks, Comm. Skill sessions, Finishing School.
Special session on Stress Management.
Educational Trip to HCL manufacturing Plant on Approval.
HCL Technology and Intellectual Books.
Self - Asset Management System/ Quality Testing before Placement Assistance
Placement Assistance.
Infrastructure sharing @ 15% with the college.
HCL CDC ADVANTAGE
20
PARTIAL LIST OF CUSTOMER
21
HCL GLOBAL EDUCATION PARTNER About HCL CDC
22
23
It is an initiative that enables aspiring individuals to benefit from HCL’S longstanding expertise in the space and become Industry ready professionals. As the fountainhead of the most significant pursuit of human mind (IT), HCL strongly believes “Only a leader can transform you into a leader”. HCL CDC is a formalization of this experience and credo which has been perfected over three decades.
24
A pioneer in IT industry and a leader of 31 years, HCL has been on the forefront of most of the innovations in the Information Technology. With strengths in hardware, software and networking technologies, HCL has emerged as a global leader in IT space. To enhance its market reach and strength, HCL has tied up with global technology leader’s viz. Microsoft, Oracle, Cisco, Red Hat, IBM and Thomson Prometric. These alliances will help students learn the contemporary technologies through different modes of learning.
COURSES OFFERED
25
PROGRAMMES OFFERED
26
CAREER PROGRAMS
These are the programs which are of long duration.
HCNA (HCL Certified Network Associate) : 1 year durationHCNP (HCL Certified Network Professionals) : 2 year durationHCNE (HCL Certified Network Engineer) : 3 year duration
MODULAR PROGRAMS
These are the modules which are of short duration:
Implementing Windows Application using VB.NET(2 Months) – 80 Hrs. Implementing Windows Application using C# (2 Months) – 80 Hrs. Core Java 1.5 (2 Months) – 80 Hrs. Advance Java 1.5 (2 Months) – 80 Hrs. Oracle DBA (4 Months) – 160 Hrs.
INTRODUCTION OF THE PROJECT
Project Name
27
Brand Awareness and Customer Satisfaction
Significance of the Study
Project will focus on potential of big companies in the given vertical & to create more brand
awareness of HCL CDC as a brand & also to create a new market in the given vertical which
is still unexplored also understand the mindset of students while joining the course for their
future development and other things they keep in mind at that time regarding their future
prospects. It will also recommend the points to HCL CDC to improve upon to increase its
market share in education industry and to increase the satisfaction of the customer.
RESEARCH OBJECTIVE
The team was assigned with the task of predicting the customer behavior towards HCL
CDC Courses in education Industry as a part of the summer training curriculum. The entire
project was divided into two parts:
a) To know the satisfaction of customers about HCL CDC.
b) To know the HCL’S position in the market with respect to its competitors.
c) To study the factors affecting the courses offered by HCL CDC and suggestions.
Based on the Market research conducted the team was expected to submit a project report on the same.
RESEARCH METHODOLOGY
RESEARCH DESIGN
28
As mentioned above that HCL started its career development center two years ago
only .Consequently, people are not much aware about HCL’s presence in education industry.
So, to check the brand awareness among people and the satisfaction of students who are
persuing courses from HCL CDC or have completed their course, a research was conducted.
STATEMENT OF THE PROBLEM
Are people aware about the HCL’S presence in providing computer education?
When people hear about HCL, only HCL Technologies and HCL Info systems strike their
mind. Most of the people till date are not aware about HCL’S presence in computer
education. It means people are not much aware of HCL’S Career Development Centers. So,
HCL needs to make more efforts to promote its Career Development Centers. Also HCL
CDC needs to achieve the maximum customer satisfaction to stay in the long run in
education industry.
TYPE OF RESEARCH : Descriptive studies
Descriptive research studies are those studies where the problem is partially known and we
do the detailed analysis of the problem. Descriptive studies help in understanding and
assessing the critical issues of problems. In short, descriptive research can be used to draw
results.
SOURCE OF DATA : Primary data & Secondary data
Primary data was collected from students through a structured questionnaire comprising of
various questions for analyzing brand awareness and customer satisfaction . The resumes of
the students who apply for job and the databases already lying with HCL CDC are used as
secondary data. Also I took the help of internet for data collection.
29
RESEARCH INSTRUMENT : Structured questionnaire
A structured questionnaire, is one in which the questions asked are precisely decided in
advance. When used as an interviewing method, the questions are asked exactly as they are
written, in the same sequence, using the same style, for all interviews. Nonetheless, the
structured questionnaire can sometimes be left a bit open for the interviewer to amend to suit
a specific context.
SAMPLING PLAN
SAMPLING METHOD : probability sampling (Convenient)
Convenience sampling is the selection of units from the population based on their easy
availability and accessibility to the researcher is known as convenient sampling.
SAMPLE UNIT : Students
SAMPLE SIZE : : 100
AREAS COVERED : Punjab University, Sec. 34 Chandigarh.
Market Area, Sec. 17.
PLAN OF DATA ANALYSIS:
The primary data collected through the survey was analyzed step by step in the following
manner:
30
The information thus obtained from the questionnaire was put into the excel sheet.
Bar diagrams were used to make comparisons among institutes.
Finally, findings, suggestions and conclusion were derived.
FIELD WORK
The field work for research was conducted, which involved face to face interview with the
respondents. During the survey, feedbacks have been taken regarding the HCL Career
Development Centers from the respondents.
COMPARISON OF HCL CDC, NIIT& JET KING
31
INSTITUTES HCL CDC NIIT JET KING
HEADQUARTER NOIDA NEW DELHI MUMBAI
YEAR OF
ESTABLISHMENT
1976 1981 1990
PRESENCE IN
COUNTRIES
19 30 01
ADVERTISEMENT NIL TV +
NEWSPAPERS
TV+
NEWSPAPERS
CERTFICATIONS HCL+
INTERNATIONAL
CERTIFICATIONS
NIIT
CERTIFICATES
JETKING
CERTIFICATES
FEE STRUCTURE VERY HIGH REASONABLE REASONABLE
ANALYSIS ON THE BASIS OF STRENGTHS
HCL CDC’S STRENGTHS
32
Brand value
HCL’S worth of mouth
Deals with all parts of IT which none other institutes do.
Placements through centralized HR department
Dual certifications provided
Seven gold partners
NIIT’S STRENGTHS
Good infrastructure
Wide product portfolio starting from the BASICS to high- tech programs
Strong promotion through TV and Newspapers.
Long time of establishment(1981)
Reasonable cost
Good courseware
JETKING’S STRENGTHS
Leader in Hardware and Networking
Good infrastructure
Reasonable cost
Branding strategies like seminars etc. specially in regions like Himachal Pradesh.
INTERPRETATION
33
Analyzing the strengths of HCL CDC, NIIT and JETKING, we can interpret that while
promoting its brand in computer education, HCL CDC can leverage its strengths. HCL CDC
can focus on the weight age of the certifications provided at its career development centers.
The first certificate is provided by HCL Company itself. The second certificate is provided
by international companies like Microsoft, Red hat, Cisco, Oracle, Prometric, SDI, IBM etc.
These are the seven gold partners of HCL CDC. HCL CDC conducts test for certifications by
these companies at its Prometric centers. The other benefit attached to it is that HCL CDC
provides vouchers (i.e. discount coupons) for these tests which is 20-30% of the total fees for
the test. The facility of certification by so companies is not provided by NIIT or Jet king. If
the student clears the test then he is provided the clearance certificate of the respective
international company. But if the is not able to clear the test then he/she is provided with
participation certificate. These certifications are valid globally. Both the certificates provided
by HCL CDC are of immense value and gives advantage to the students.
Apart from certification, HCL CDC provides hands on experience to the students through the
live projects. This facility is not available in either of NIIT or Jet king.
Certifications provided and the skills gained through live projects make an industry ready IT
professional. HCL CDC provides 100% job assistance to these fresh professionals.
Moreover, HCL is a well established brand so it does not require much advertisement. But to
sustain in the market and to grow HCL CDC needs good word of mouth. This can be ensured
if the students completing the programs are satisfied. The commitments given to the students
in terms of the courseware, duration of the program, facilities etc. should be met by the
company. This is so because these students would carry with themselves the image of HCL
CDC. They would go in the market and act as a promotional tool for HCL CDC.
ANALYSIS ON THE BASIS OF WEAKNESS
34
HCL CDC’S WEAKNESSES
Time of establishment
Lesser advertisement
High fees
NIIT’S WEAKNESSES
Placements are not that good
Parametric centers
JET KING’S WEAKNESSES
Brand value Does not provide high-tech programs in software programming Placements
INTERPRETATION
35
As HCL started its career development centers in 2006, so it is taking time in spreading
awareness about these centers and its presence in providing computer education. So, time of
establishment of HCL CDC is responsible for lesser extent of brand awareness among the
students. Moreover, if HCL has taken the initiative of providing the computer education to
the students, so it should cater to the needs of all kinds of students as NIIT is doing by
providing programs starting from BASICS to high tech programs. So, HCL CDC should
widen their product portfolio. High fee structure is also one of the problems for HCL CDCs.
HCL being a brand charges high fee for its programs. HCL CDC has to charge high fees
because of its high brand value, certifications and other facilities. These are students who are
interested in learning a program from HCL CDC but cannot afford its high fees.
Although HCL CDC gives a chance to the students to avail the benefit of scholarship and get
some financial relief. The scholarship test conducted by HCL CDC is known as YPSE i.e.
Your Pratibha Scholarship Exam. This exam is conducted in either August or September
every year. The top 10% of the students are provided scholarships.
But this scholarship program cannot help all the financial driven students and hence effect
the business of HCL CDC. Here HCLCDC’S competitors i.e. NIIT and Jet king enjoy an
advantage of cost.
Market Share of Different Institutes
36
We can also compare the institutes on the basis of the market share captured by them.
Market share of NIIT : 37%
Market share of Jet king : 25%
Market share of HCL CDC : 27%
Others : 11%
37%
25%
27%
11%
NIIT
NIITJet kingHCL CDCOthers
37
Questionnaire of Brand Awareness
Towards
HCL CDC Courses
DATA ANALYSIS
38
INTEREST IN IT
Q.1: Do you have an interest in IT for the future growth or just learning sake?
Yes No
Particulars No. of respondents %
Interested in IT 52 52
Not interested in IT 48 48
Total 100 100
52
48
INTERESTED IN IT
Interested in ITNot interested in IT
INTERPRETATION
39
From the pie chart it can be interpreted that 52 students out of a sample of 100 are interested
in IT for their future growth or just for purpose of learning. This is so because of the fact that
IT has become has a necessity these days as it is involved in almost every field. This fact is
also mentioned by HCL CDC in its website.
This interpretation is in support of the chart shown before which shows the trend of increasing number of engineering graduates and IT professionals. Rests 48% do not want to make their career in IT. This segment of people comprises of medical students, students pursuing courses lake aviation programs, hospitality etc.But the whole gist of the interpretation boils down to the print that more than 50% students want to make their career in IT. It is an appreciable figure. It is the good news of the institutes like HCL CDC which aims at providing technical knowledge to the students and to make them industry ready professionals.
40
CAREER OPTIONS IN IT
Q.2: If yes, in which field you would like to make their career?
HARDWARE SOFTWARE NETWORKING OTHERS
Particulars No. of respondents %
Hardware 11 11
Software 54 54
Networking 31 31
Others 04 04
Total 100 100
INTERPR ETATION
41
11
54
31
4
SOFTWARE
HardwareSoftwareNetworkingOthers
It can be interpreted from the pie chart that 54% students who want to make their career in IT
want to go for software programming, 31% for networking, 11% for hardware programs and
only 4% for any other program like web designing, CAD etc.
EXTENT OF BRAND AWARENESS
Q.3: Are you aware about HCL CDC?
YES NO
In this analysis the extent of brand awareness is checked percentage of respondents were
aware about HCL’S Career Development Centers?
Particular No. of respondents %
Aware about HCL CDC 49 49
Not Aware about HCL CDC 51 51
Total 100 100
42
4951
NOT AWARE ABOUT HCL CDC
Aware about HCL CDCNot Aware about HCL CDC
INTERPRETATION
From the pie chart it can be interpreted that Out of the 100 respondents, 49% were aware
about HCL’S Career Development Centers. This means HCL needs to promote its Centers at
a large scale. This can be done through various promotional tools like TV, Newspapers etc.
PREFERRED MEDIUM FOR UPDATION
Q.4: If we want to update you about latest in IT, how would you like to get information?
E-MAIL TELEPHONE SEMINAR HOUSE VISIT
Particulars No. of respondents %
E-mail 39 39
Telephone 24 24
Seminars 30 30
House visit 07 07
43
Total 100 100
39
24
30
7
E-mailTelephoneSeminarsHouse visit
Every organization or company needs to spread awareness and update the people about their
products. For this purpose different modes can be used like e-mails, seminars, etc. Seminars
can be conducted if we need to spread the message among the mass. Telephone calls can be
made to have two-way interaction so that all the queries of the receiver can be met. This
encourages better delivery of the message. House visit is another mode when the other means
fails.
INTERPRETATION
From the pie chart it can be interpreted that 39% people want to update through e-mails. This
also shows that internet or IT has become a part of their daily life. E-mail is the response of
the majority of the respondent’s because informing through mails does not disturb their daily
life. They can check the mails whenever they get time. But other means like telephone and
seminar affect their daily routine and ask for sometime from their busy schedules.
44
This chart also shows that 39% people want to be updated through e-mails, 30% through
seminars, 24% through telephone and only 7% through house visit.
POTENTIAL AREA FOR BUSINESS
Q.5: Which area do you belong to?
CHANDIGARH HIMACHAL PRADESH PUNJAB OTHERS
Particulars No. of respondents %
Chandigarh 57 57
Himachal Pradesh 06 06
Punjab 27 27
Others 10 10
Total 100 100
45
57
6
27
10
CHANDIGARH
ChandigarhHimachal pradeshPunjabOthers
INTERPRETATION
This chart shows that out of a sample of 100, 57% students were belong to Chandigarh, 27%
students from Punjab, 6% from himachal Pradesh and 10% of the students were come from
other states.
From the pie chart we can be interpreted that HCL CDC is situated in Chandigarh. So,
maximum business will come from the same area only. Although students from other areas
like Punjab and Himachal Pradesh are also interested in learning some computer program
from HCL CDC but due to demographic problem they find it difficult to join HCL CDC. So,
we can conclude that maximum efforts should be put in promoting the brand in Chandigarh
and its nearby areas like Mohali, Panchkula, etc.
Q.6: How did you come to know about HCL CDC? FRIENDS NEWSPAPERS INTERNET
46
Particulars No. of respondents %
Friends 50 50
Newspapers 35 35
Internet 15 15
Total 100 100
50
35
15
FRIENDS
FriendsNewspapersInternet
INTERPRETATION
50% of the respondents said that they come to know about HCL CDC through friends, 35%
of them said that newspapers & 15% of the respondents said that they come to know about
HCL CDC through internet.
From the pie chart it can be interpreted that out of sample size of 100, 48 respondents came
to know about HCL CDC through friends. This interpretation puts emphasis on the fact a
word of mouth of company is a great promotional tool, so companies should try to eliminate
negative word of mouth and create a positive word of mouth.
47
Q.7: Did you know that HCL CDC was also offering the same program as NIIT & JET
KING?
YES NO
Particulars No. of respondents %
Yes 48 48
No 52 52
Total 100 100
4852
NO
YesNo
INTERPRETATION
From the pie chart, it can be interpreted that out of a sample of 100, 52 respondents didn’t know that HCL CDC offering the same program and 48 respondents know about the programs offered by the HCL CDC.
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Questionnaire of Customer Satisfaction
Towards HCL CDC courses
ABOUT THE USAGE
Q1. Are you HCL CDC student currently?
Yes No
Particulars No. of Respondents %age of Respondents
YES 30 30
NO 70 70
Total 100 100
33
67
NO
YES NO
INTERPRETATION
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This chart shows that only 33% of the students are doing courses from HCL CDC, and rest
67% Of the students are not doing courses from HCL CDC.
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SATISFACTION OF QUALITY EDUCATION
Q. 2 Are you satisfied with the quality of education provided at HCL CDC centres?
Particulars No. of respondents %
Highly Satisfied 20 20
Satisfied 45 45
Neither STS Nor DSTS 15 15
Dissatisfied 08 08
Highly Dissatisfied 12 12
Total 100 100
INTERPRETATION
Above diagram shows that most of the students are satisfied with the quality of education
provided at HCL CDC centers . but we cannot ignore those who are dissatisfied, which
constitutes 20% of the total respondents.
51
20
45
15
8 12
Satisfied
Highly satisfiedSatisfiedN.S.N.D.DissatisfiedHighly dissatisfied
NEED OF IMPROVEMENT
Q.3 Do you feel that there is a need of some improvement in the technique and quality of
education provided at HCL CDC centres.
Particulars No. of Respondents %age of Respondents
YES 25 25
NO 67 67
Can’t Say 8 8
Total 100 100
25
67
8
NO
YesNoCan't Say
INTERPRETATION
Above chart shows that most of the students don’t feel that there is any need of some
improvement in the tech. and quality of education provided at HCL CDC centres . yet
there are some students who feel some kind of improvement in quality. And 8 % student
can’t say anything about this.
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RECOMMENDATION
Q .4 would you like to recommend your friend to join HCL CDC in future?
Particulars No. of Respondents %age of Respondents
YES 82 82
NO 13 13
Can’t Say 5 5
Total 100 100
82
135
YES
YesNoCan't Say
INTERPRETATION
Above chart shows that most of the students will recommend or advise to their friends to
Join HCL CDC Courses in future. It shows that HCL is going in the right direction. And 5%
students can’t say anything about this.
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FINDINGS
More than half of the respondents were interested in IT.
54% respondents are interested in making their career in software and 31% are
interested in networking.
Only 49% respondents were aware about HCL CDC.
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39% respondents prefer e-mail as a medium for updation, while 30 prefer seminars.
57% respondents were belonging to Chandigarh. It shows that Chandigarh is the
potential area for business.
50% respondents came to know about HCL CDC through their friends. It shows that
HCL CDC should concentrate on student satisfaction.
52% students don’t know that HCL CDC is also offering the same courses as NIIT
and JETKING. It shows that students are not aware about HCL CDC courses.
Only 33% respondents were the students of HCL CDC.
45% respondents were satisfied with the quality of education provided at HCL CDC,
while 20 % were highly satisfied.
67% respondents don’t feel that there is a need of improvement in technique and
quality of education provided at HCL CDC.
82% students would like to recommend their friends to join HCL CDC.
SUGGESTIONS Most of the respondents were not aware about the HCL CDC. So, HCL needs to
promote its Centers at a large scale through various promotional tools like TV,
Newspapers etc.
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HCL CDC needs to spread awareness and update the people about latest in IT through
e-mails & seminars.
Chandigarh is the potential area for generating the business of HCL CDC. So,
maximum efforts should be put in promoting the brand in Chandigarh and its nearby
areas.
HCL should try to eliminate negative word of mouth and create a positive word of
mouth because maximum no. of respondents come to know about HCL CDC through
their friends.
We feel that less emphasis is given on Hardware courses as compared to Software
courses. Hardware courses must also be given priority.
Regular touch with the mass should be maintained in forms of journals and
publishing in daily newspapers and magazines. This will put an impact on the
consumers mind.
Reason of dissatisfaction should be asked to those students who are dissatisfied with
HCL CDC.
Suggestions about the improvement should be taken from the students time to time.
CONCLUSION
The conclusion can be drawn as that the Technical Knowledge has become necessity these
days as 52 students out of 100 are interested in IT future growth or just for the purpose of
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learning. This means these students must have felt the need of computer education
somewhere.
HCL being a heavy brand does not need heavy advertisement but it needs to make efforts to
spread awareness about their Career Development Centers. HCL can be use Newspaper and
TV to promote their brand in computer education.
HCL because of its location in Chandigarh can generate good business out of Chandigarh.
Also,
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