Customer Satisfaction Of Hp 22u2n

HP INTERNSHIP PROGRAMME

GAURAV SEHGAL BBA(GEN) [Pick the date]

INDEX

CONTENTS •

INTRODUCTION Customer Satisfaction •

Company’s Profile

o

History Founding Early Years Facilities Products and organizational structure Snapfish Culture Corporate Social responsibility Brand and Legacy

o o o o o o o o

• • • • • • • • • •

Products and Services Project Description Objectives of the study Research methodology Data analysis and Interpretation Facts and Findings Limitations of the project Suggestions Conclusion Annexure

Acknowledgement 2

First of all, I would like to place on record my gratitude to all the respectable executives of Digitech e services for giving me this opportunity of doing my summer internship at the company. This internship has been a pure learning experience and has enriched and enhanced my knowledge about the corporate life. I would also like to thank Mrs. MANPREET KAUR for giving me the opportunity to undergo summer internship at Digitech e services. I am especially thankful to our mentors Mr.PUNEET MALHOTRA and Mr. VIJAY

for their expert

guidance and cooperation during this internship. But for their help, it would have been very difficult for me to structure this project. I should always be grateful to them for their help and .

Executive Summary The purpose of this report is to summarize the activities I undertook as part of mysummer internship Digitech e services .I had to work in coordination with the company‘s sales team to promote and educate the customers abot HP’s 3

accessories and new launched products. In this report I have given a brief picture of the HP company to demonstrate the potential for growth for computer ries as a player in this field. I have also depicted the current standing of HP on the horizon of Indian hardware industry. I have also narrated my experience of this two months‘ worth of interaction with clients ranging from local vendors to customers corporate in Delhi. I have briefly touched upon various issues that I faced while promoting the brand HP. I, based on my survey, have come up with my own conclusions that I feel might be useful to the company, in whatever little way.

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INTRODUCTION

CUSTOMER SATISFACTION It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings 5

My experience has shown that a client finds it easier to relate to and work with someone they've actually met in person, rather than a voice on the phone or someone typing into an email or messenger program. When you do meet them, be calm, confident and above all, take time to ask them what they need. I believe that if a potential client spends over half the meeting doing the talking, you're well on your way to a sale. 2. Respond to Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it. 3. Be Friendly and Approachable A fellow SitePointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous. 4. Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? 6

5. Attention to Detail (also known as 'The Little Niceties') Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalised confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but to do them. 6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship. "Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able to make use of some in your brochure." 7. Honour Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss.

7

Conclusion Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.

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Company’s Profile

Hewlett-Packard Hewlett-Packard

Company,

commonly referred to as HP, is an American information

multinational technology

corporation headquartered in Palo Alto,

California,

USA.

The

company was founded in a one-car garage in Palo Alto by Bill Hewlett and Dave Packard, and is now one of the world's largest information 9

technology companies, operating in nearly every country. HP specializes in developing and manufacturing computing, data storage, and networking hardware, deg software and delivering services. Major product lines include personal computing devices, enterprise servers, related storage devices, as well as a diverse range of printers and other imaging products. HP markets its products to households, small- to medium-sized businesses and enterprises directly as well as via online distribution, consumer-electronics and office-supply retailers, software partners and major technology vendors. HP's posted net revenue in 2009 was $115 billion, with approximately $40 billion coming from services. In 2006, the intense competition between HP and IBM tipped in HP's favor, with HP posting revenue of US$91.7 billion, compared to $91.4 billion for IBM; the gap between the companies widened to $21 billion in 2009. In 2007, HP's revenue was $104 billion, making HP the first IT company in history to report revenues exceeding $100 billion. In 2008 HP retained its global leadership position in inkjet, laser, large format and multi-function printers market, and its leadership position in the hardware industry. Also HP became #2 globally in IT services as reported by IDC & Gartner. Major company changes include a spin-off of part of its business as Agilent Technologies in 1999, its merger with Compaq in 2002, and the acquisition of EDS in 2008, which led to combined revenues of $118.4 billion in 2008 and a Fortune 500 ranking of 9 in 2009. In November 2009, HP announced the acquisition of 3Com; with the deal closing on April 12, 2010. On April 28, 2010, HP announced the buyout of Palm for $1.2 billion. On July 1, 2010, the acquisition of Palm was final. On September 2, 2010 won its bidding war for 3PAR with a $33 a share offer ($2.07 billion) which Dell declined to match. 10

On August 6, 2010 CEO Mark Hurd resigned. Cathie Lesjak assumed the role interim CEO, and on September 30, 2010, Léo Apotheker became HP's new permanent CEO and Ray Lane, Managing Partner at Kleiner Perkins Caufield & Byers, was elected to the position of non-executive Chairman. Both appointments are effective November 1, 2010. •

Company history Founding Bill Hewlett and Dave Packard graduated in electrical engineering from Stanford University in 1935. The company originated in a garage in nearby Palo Alto during a fellowship they had with a past professor, Frederick Terman at Stanford during the Great Depression. Terman was considered a mentor to them in forming Hewlett-Packard. In 1939, Packard and Hewlett established Hewlett-Packard (HP) in Packard's garage with an initial capital investment of US$538. Hewlett and Packard tossed a coin to decide whether the company they founded would be called Hewlett-Packard or Packard-Hewlett Packard won the coin toss but named their electronics manufacturing enterprise the "Hewlett-Packard Company". HP incorporated on August 18, 1947, and went public on November 6, 1957.

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Of the many projects they worked on, their very first financially successful product was a precision audio oscillator, the Model HP200A. Their innovation was the use of a small light bulb as a temperature dependent resistor in a critical portion of the circuit. This allowed them to sell the Model 200A for $54.40 when competitors were selling less stable oscillators for over $200. The Model 200 series of generators continued until at least 1972 as the 200AB, still tube-based but improved in design through the years. At 33 years, it was perhaps the longestselling basic electronic design of all time. One of the company's earliest customers was The Walt Disney Company, which bought eight Model 200B oscillators (at $71.50 each) for use in certifying the Fantasound surround sound systems installed in theaters for the movie Fantasia.

Early years The company was originally rather unfocused, working on a wide range of electronic products for industry and even agriculture. Eventually they elected to focus on high-quality electronic test and measurement equipment. From the 1940s until well into the 1990s the company concentrated on making electronic test equipment: signal generators, voltmeters, oscilloscopes, frequency counters, thermometers, time standards, wave analyzers, and many other instruments. A distinguishing feature was pushing the limits of measurement range and accuracy; many HP instruments were more sensitive, accurate, and precise than other comparable equipment. 12

Following the pattern set by the company's first product, the 200A, test instruments were labelled with three to five digits followed by the letter "A". Improved versions went to suffixes "B" through "E". As the product range grew wider HP started using product designators starting with a letter for accessories, supplies, software, and components.

The 1960s Hewlett-Packard's HP Associates division, established around 1960, developed semiconductor devices primarily for internal use. Instruments and calculators were some of the products using these devices. HP partnered in the 1960s with Sony and the Yokogawa Electric companies in Japan to develop several high-quality products. The products were not a huge success, as there were high costs in building HP-looking products in Japan. HP and Yokogawa formed a t venture (Yokogawa-Hewlett-Packard) in 1963 to market HP products in Japan. HP bought Yokogawa Electric's share of Hewlett-Packard Japan in 1999.

The 1970s

13

"The new Hewlett-Packard 9100A personal computer is ready, willing, and able ... to relieve you of waiting to get on the big computer." HP is identified by Wired magazine as the producer of the world's first marketed, mass-produced personal computer, the Hewlett-Packard 9100A, introduced in 1968. HP called it a desktop calculator because, as Bill Hewlett said, "If we had called it a computer, it would have been rejected by our customers' computer gurus because it didn't look like an IBM. We therefore decided to call it a calculator, and all such nonsense disappeared." An engineering triumph at the time, the logic circuit was produced without any integrated circuits; the assembly of the U having been entirely executed in discrete components. With CRT display, magnetic-card storage, and printer, the price was around $5000. The machine's keyboard was a cross between that of a scientific calculator and an adding machine. There was no alphabetic keyboard. The company earned global respect for a variety of products. They introduced the world's first handheld scientific electronic calculator in 1972 (the HP-35), the first handheld programmable in 1974 (the HP-65), the first alphanumeric, programmable, expandable in 1979 (the HP-41C), and the first symbolic and graphing calculator, the HP-28C.

14

The 1980s

The garage in Palo Alto where Hewlett and Packard began their company In 1984, HP introduced both inkjet and laser printers for the desktop. Along with its scanner product line, these have later been developed into successful multifunction

products,

the

most

significant

being

single-unit

printer/scanner/copier/fax machines. The print mechanisms in HP's tremendously popular LaserJet line of laser printers depend almost entirely on Canon's components (print engines), which in turn use technology developed by Xerox. HP 15

develops the hardware, firmware, and software that convert data into dots for the mechanism to print.

The 1990s

Hewlett-Packard logo used until 2008 In the 1990s, HP expanded their computer product line, which initially had been targeted at university, research, and business s, to reach consumers. HP also grew through acquisitions, buying Apollo Computer in 1989 and Convex Computer in 1995. In 1999, all of the businesses not related to computers, storage, and imaging were spun off from HP to form Agilent. Agilent's spin-off was the largest initial public offering in the history of Silicon Valley. The spin-off created an $8 billion company with about 30,000 employees, manufacturing scientific instruments,

16

semiconductors, optical networking devices, and electronic test equipment for telecom and wireless R&D and production.

The 2000s

HP's recent campaign, The Computer is Personal Again, features several celebrity endorsements, including a TV commercial with Gwen Stefani. On September 3, 2001, HP announced that an agreement had been reached with Compaq to merge the two companies. In May, 2002, after ing a shareholder vote, HP officially merged with Compaq. Prior to this, plans had been in place to consolidate the companies' product teams and product lines. The merger occurred after a proxy fight with Bill Hewlett's son Walter, who objected to the merger. Compaq itself had bought Tandem Computers in 1997 (which had been started by ex-HP employees), and Digital Equipment Corporation in 1998. In the year 2004 HP released the DV 1000 Series, including the HP Pavilion dv 1658 and 1040 two years later in May 2006, HP began its campaign, The 17

Computer is Personal Again. The campaign was designed to bring back the fact that the PC is a personal product. On May 13, 2008, HP and Electronic Data Systems announced that they had signed a definitive agreement under which HP would purchase EDS. The agreement was finalized on August 26, 2008, and it was publicly announced that EDS would be re-branded "EDS an HP company." As of September 23, 2009, EDS is known as HP Enterprise Services. On November 11, 2009, 3Com and Hewlett-Packard announced that HewlettPackard would be acquiring 3Com for $2.7 billion in cash. The acquisition is one of the biggest in size among a series of takeovers and acquisitions by technology.

The 2010s On April 28, 2010, Palm, Inc. and Hewlett-Packard announced that HP would be acquiring Palm for 1.2 billion in cash and debt, the deal officially closed on July 1, 2010. In the months leading up to the buyout it was rumored that Palm was going to be purchased by either HTC, Dell, RIM or HP. The addition of Palm handsets to the HP product line provides some overlap with the current iPAQ mobile products but will significantly increase their mobile presence as those devices have not been selling well. The addition of Palm brings HP a library of valuable patents as well the mobile operating platform known as webOS. On July 1, 2010, the acquisition of Palm was final. On September 2, 2010 won its bidding war for 3PAR with a $33 a share offer ($2.07 billion) which Dell declined to match.

18

On August 6, 2010 CEO Mark Hurd resigned amid controversy and CFO Cathie Lesjak assumed the role of interim CEO. On September 30, 2010, Léo Apotheker was named as HP's new CEO and President.

Facilities

The main entrance to Hewlett-Packard corporate headquarters in Palo Alto, California HP's global operations are directed from its headquarters in Palo Alto, California, USA. Its U.S. operations are directed from its facility in Houston, Texas, USA, the site originally belonging to Compaq, which it acquired. Latin America operations are directed from Miami, Florida, USA, European operations from Geneva, Switzerland, and Asia-Pacific operations from Singapore. It also has large operations in Boise, Idaho, Roseville, California, San Diego, California, and Plano, 19

Texas (the former headquarters of EDS, which HP acquired). In the UK, HP is based out of a large site in Bracknell, Berkshire with offices in various UK locations, including a landmark office tower in London, 88 Wood Street. Its recent acquisition of 3Com will expand its employee base to Marlborough, Massachusetts.

Products and organizational structure HP has successful lines of printers, scanners, digital cameras, calculators, PDAs, servers, workstation computers, and computers for home and small business use computers; many of the computers came from the 2002 merger with Compaq. HP today promotes itself as supplying not just hardware and software, but also a full range of services to design, implement, and IT infrastructure. HP's Imaging and Printing Group (IPG) is "the leading imaging and printing systems provider in the world for printer hardware, printing supplies and scanning devices, providing solutions across customer segments from individual consumers to small and medium businesses to large enterprises." Products and technology associated with IPG include Inkjet and LaserJet printers, consumables and related products, Officejet all-in-one multifunction printer/scanner/faxes, Large Format Printers, Indigo Digital Press, HP Web Jet printer management software, HP Output Management suite of software, LightScribe optical recording technology, HP Photosmart digital cameras and photo printers, HP SPaM, and Snapfish by HP, a photo sharing and photo products service. On December 23, 2008, HP released 20

iPrint Photo for iPhone a free able software application that allows the printing of 4" x 6" photos.

Snapfish

HP owns and operates the photo sharing site Snapfish. Snapfish was launched in April 2000 by entrepreneurs Rajil Kapoor, Suneet Wadhwa, Shripati Acharya, and Bala Parthasarathy and is based in San Francisco, California. In 2004, Snapfish opened a physical retail store in Alexandria, Virginia, but since they were purchased by HP in 2005, they currently do not maintain any retail stores. Snapfish offers free hip with unlimited photo storage. can use their ed photos to share and to create photo products. Snapfish allows to low resolution copies of the images they ed for free. 21

However, if want to high resolution, as opposed to the low resulotion copies, or even original copies of their own ed images, Snapfish charges a per-image fee for each .

Culture The founders, known to friends and employees alike as Bill and Dave, developed a unique management style that has come to be known as The HP Way. In Bill's words, the HP Way is "a core ideology ... which includes a deep respect for the individual, a dedication to affordable quality and reliability, a commitment to community responsibility, and a view that the company exists to make technical contributions for the advancement and welfare of humanity." The following are the tenets of The HP Way: 1.

We have trust and respect for individuals.

2.

We focus on a high level of achievement and contribution.

3.

We conduct our business with uncompromising integrity.

4.

We achieve our common objectives through teamwork.

5.

We encourage flexibility and innovation.

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Corporate social responsibility In July 2007, the company announced that it had met its target, set in 2004, to recycle one billion pounds of electronics, toner and ink cartridges. It has set a new goal of recycling a further two billion pounds of hardware by the end of 2010. In 2006, the company recovered 187 million pounds of electronics, 73 percent more than its closest competitor. In 2008, HP released its supply chain emissions data – an industry first. In September 2009, Newsweek ranked HP #1 on its 2009 Green Rankings of America's 500 largest corporations. According to environmentalleader.com, "Hewlett-Packard earned its number one position due to its greenhouse gas (GHG) emission reduction programs, and was the first major IT company to report GHG emissions associated with its supply chain, according to the ranking. In addition, HP has made an effort to remove toxic substances from its products, though Greenpeace has targeted the company for not doing better." HP took the top spot on Corporate Responsibility Magazine's 100 Best Corporate Citizens List for 2010. The list is cited by PR Week as one of America's most important business rankings. HP beat out other Russell 1000 Index companies because of its leadership in seven categories including environment, climate changes and corporate philanthropy. In 2009, HP was ranked fifth.

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Fortune magazine named HP one of the World’s Most ired Companies in 2010, placing it No. 2 in the computer industry and No. 32 overall in its list of the top 50. This year in the computer industry HP was ranked No. 1 in social responsibility, long-term investment, global competitiveness, and use of corporate assets. In April 2010, HP released its latest Global Responsibility report covering accomplishments during 2009. The report claims that in 2009, HP decreased its total energy use by 9 percent compared with 2008. HP recovered a total of 118,000 tonnes of electronic products and supplies for recycling in 2009, including 61 million print cartridges. In an April 2010 San Francisco Chronicle article, HP was one of 12 companies commended for "deg products to be safe from the start, following the principles of green chemistry." The commendations came from Environment California, an environmental advocacy group, who praised select companies in the Golden State and the Bay Area for their efforts to keep our planet clean and green. In May 2010, HP was named one of the World’s Most Ethical Companies by Ethisphere Institute. This is the second year in a row HP has made the list. Ethisphere reviewed, researched and analyzed thousands of nominations in more than 100 countries and 35 industries to create the 2010 list. HP was one of only 100 companies to earn the distinction of top winner and was the only computer hardware vendor to be recognized. Ethisphere honors firms that promote ethical business standards and practices by going beyond legal minimums, introducing innovative ideas that benefit the public.

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Brand and legacy According to a Business Week Study, HP is currently the world´s 11th most valuable brand. Since its creation, the HP Logo has remained largely the same. Because of its extreme simplicity, the logo is recognized all over the world.

A Hewlett-Packard sponsored Porsche 997 GT3 Cup

The company sponsors the HP Pavilion at San Jose, home to the NHL's San Jose Sharks. HP has many sponsorships. One well known sponsorship is of Walt Disney World's Epcot Park's Mission: SPACE. Others can be found on Hewlett-Packard's website.[67] From 1995 to 1999 they were the shirt sponsor of Premier League club Tottenham Hotspur. They also sponsored the BMW Williams Formula 1 team until 2006 (a sponsorship formerly held by Compaq), and as of 2010 sponsor Renault 25

F1. Hewlett-Packard also has the naming rights arrangement for the HP Pavilion at San Jose, home of the San Jose Sharks NHL hockey team. Agilent Technologies, not HP, retains the direct product legacy of the original company founded in 1939. Agilent's current portfolio of electronic instruments are descended from HP's very earliest products. HP entered the computer business only after its instrumentation competencies were well-established. When Agilent was spun off, items in the Corporate Archives were split-up along product lines, with Agilent retaining almost all of the original HP archives - only where there was duplication of material, was HP given early Test and Measurement material. Both companies retained an original 200A Audio Oscillator. After the acquisition of Compaq in 2002, HP has maintained the "Compaq Presario" brand on low-end home desktops and laptops, the "HP Compaq" brand on business desktops and laptops, and the "HP ProLiant" brand on Intelarchitecture servers. (The "HP Pavilion" brand is used on home entertainment laptops and all home desktops.) HP uses DEC's "StorageWorks" brand on storage systems; Tandem's "NonStop" servers are now branded as "HP Integrity NonStop".

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PRODUCTS & SERVICES Products of HP » Laptop, Tablet & Notebook PCs » Desktop & All-in-one PCs » Printers & All-in-ones » Ink, Toner & Paper » Monitors » Accessories & Software » Scanners » Smartphones & Handhelds » Calculators » Storage » Home Servers

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RENOWNED PRODUCTS OF

HP

Laptop Computers for Home & Home Office

•

»Everyday computing

•

Laptops and notebooks for movies, music, photos and multitasking in your home or home office

For everyday tasks, this 15" laptop delivers classic style and great features at an affordable, budget friendly price. •

Genuine Windows 7 Home 64-bit

•

AMD V-Series(TM) Processor for Notebook PCs V140 (2.3GHz, 512KB L2 Cache)

•

2GB DDR3 System Memory (2 Dimm)

•

FREE 320GB 5400RPM Hard Drive

•

Wireless-N Card

28

•

»High performance

•

Laptops and notebooks for cutting-edge entertainment and gaming

•

Genuine Windows 7 Home 64-bit

•

AMD Turion(TM) II Dual-Core Mobile Processor P540 (2.4GHz, 2MB L2 Cache)

•

Dolby(TM) audio + Altec Lansing speakers

•

»Ultra-portable

•

Laptops, notebooks, and tablet PCs for on-the-go personal productivity and connectivity

Our lightest HP Pavilion laptop; great for road warriors who need a lightweight but powerful PC •

Genuine Windows 7 Home 64-bit

29

•

AMD Athlon(TM) II Neo K125 (1.7GHz, 1M L2 cache) + ATI Mobility Radeon(TM) HD 4225 Graphics

•

FREE 3GB DDR3 System Memory (1 Dimm)

•

250GB 7200RPM Hard Drive with HP ProtectSmart Hard Drive Protection

•

Wireless-N Card

•

Up to 5.0 hours of battery life (6 cell)+++

Laptops for business

• •

»EliteBook laptops HP's best-in-class, packed with features, functionality and premiere

design

for

the

most

discerning

business

professional •

Choose from notebook PCs designed for powerful computing, as well as demanding workstation applications and essential security

•

• Optional HP Mobile Broadband delivers convenient access to the Internet and email 30

•

• Aircraft-inspired construction designed for a business rugged lifestyle for those needing maximum reliability and durability

•

• Displays range in size from 12.1-inch to 17-inch diagonal displays

•

• Industry-leading battery life on select systems

»ProBook laptops •

Stylish and affordable laptops and notebooks for small business.

•

HP's best combination of business features, functionality and value for mainstream business applications

•

Protect your data, applications and network with a broad range of easy-to-use, essential security solutions

•

Optional HP Mobile Broadband delivers convenient access to the Internet and email

•

Affordable notebooks with stylish color options and a starting weight of only 3.79 lbs (1.72 kg)

•

Displays range in size from 13.3-inch to 17.3-inch diagonal displays 31

•

Enjoy entertainment features like HD displays and audio to view your movies and pictures

» H

HP Deskjet printers are highly versatile and great all-around home printers. They can easily

print

everything

from

photos

to

documents with amazing professional results. They’re designed for fast, easy setup and use, and fit in small spaces. HP Deskjets have an impressive range of paper-handling and connectivity options, making them ideal for economical,

general

home

printing.

» H

HP Photosmart printers are specifically designed for printing photos. With them, it’s easy to print 32

professional-quality photos and creative projects at home. You can print photos without a PC directly from your camera's memory card using the color image display, or directly from your PictBridgeenabled camera using the front USB port.

» H

Ideal for 4x6 or 5x7 photo printing, especially for people on the go, this compact, stylish little printer weighs less than three pounds. Take it with you to parties, picnics, kids' soccer games and on vacation for fun, beautiful prints wherever you are and whenever you like.

» HP

Officejet

All-in-

Ones

33

Perfect for a home-office environment, HP Officejet All-in-Ones produce laser-quality prints

at

breakthrough

speeds,

plus

provide the speed and convenience of faxing, copy and scan features. These HP All-in-Ones cost less than four separate standalone devices, take up less space and use less energy. They’re ideal for cost-conscious

home

» H

34

offices.

These

renowned

business

printers

high-volume breaking

HP

home-office

create

documents

your

budget.

and

high-impact, fast—without

Count

on

HP

LaserJet printers for sharp monochrome and

color

print

quality,

strong

performance capabilities and unparalleled ease

of

35

use.

PROJECT DESCRIPTION

36

Overview As part of the business development exercise of HP, I was assigned to interact with prospective clients, document their requirements and and suggest ways to increase the customer base of HP accessories. The activities I undertook and my findings are delineated hereunder: Initially, I was intimated of the HP product’s sales and the schemes. I also went to the retailers, dealers that sold products to take stock of the things. I used to go to the Digitech e services office to get a rough idea of the modus operandi of the company. For the next couple of weeks, I compiled a sector-wise database of various companies mainly nationalized companies. I also went to various companies and took their telephone numbers and details. I thus compiled a database of those companies. I called those companies and tried to fix up appointments with people concerned. I met with the persons concerned and intimated them of our company and our corporate offers, demonstrated the product to the interested clients, and took their and ascertained their requirements. After taking their and requirements, I offered them customized deals to attract them to our product. I again called them and revisited them in course of follow up. I also mailed the proposals to the concerned companies who asked me to do so. Apart from that I also went to retailers and distributors with the customized offers and schemes and convinced a few to promote our products. I also met with the 37

retailers and distributers that were already keeping our product and took their and tried to resolve the issues, if any, they had with our product and services.

Digitech e services is a private company categorized under Computer Consultants and located in Rama Road, New Delhi. It is an authorized service partner oh HP which deals in servicing of HP’s warranty and non warranty’s products. Besides this it also deals in HP’s products and accessories sales. My co-op experience has been amazing and I would recommend students to take the opportunity and do a co-op or internship experience prior to searching for a job. The methods I am learning in the classroom have gone hand in hand with things I am learnt on the job, which has helped me apply my knowledge in both areas. The work experience will also help build an excellent resume (including relevant work experience) for when I am out of the classroom and searching for a job. This was my first experience and I was a Sales co-ordinator. I dealt with sales and sales department. My work was to fulfill queries of the customers regarding their HP’s accessorie’s requirements and faults. I also highlighted them about new launched HP accessories. While working in this company I achieved my target of Rs 10,000 per month, as per given to me by my senior, Ms.Manpreet Kaur, BRANCH SALES MANAGER.

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OBJECTIVES OF THE STUDY “TO Analyse the Need of the customers regarding HP’S Accessories product and to provide them maximum satisfaction”

1.

To Analyse the needs and requirement regarding product accessories.

2.

To Educate the customer regarding the same

3. To handle the customer grievances . 4. To meet the sales target.

5.

To conduct a need survey.

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and

RESEARCH METHODOLOGY The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find the truth which is hidden.

TYPES OF RESEARCH DESIGNED USED This is the main task of researcher, to prepare a research design, i.e., he will have to state the conceptual structure within which research would be conducted. Descriptive and Diagnostic Research Design is conveniently used :-



Descriptive and Diagnostic Research Design: descriptive research studies are those studies which are concerned with describing the characteristics of a particular individual, or of a group whereas diagnostic research studies determine the frequency with which something occurs or its association with something else. As against this, studies concerned with specific predictions, with narration of some facts and characteristics concerning 40

individual, group or situation are all examples of descriptive research studies. The said design can be appropriately referred to as a survey design since it takes into all the steps involved in a survey concerning a phenomenon to be studied.

COLLECTION OF DATA Data can be well classified into TWO TYPES:-

PRIMARY DATA SECONDARY DATA

PRIMARY DATA comprises of Interviewing and Questionnaire. It basically provide Fresh n effective data. A well structured questionnaire was generated comprised of open-end and closed-end question.

SECONDARY DATA is information extracted from primary data and used by the researcher. It contains business magazines , website, journals, company publications etc.

SAMPLING UNIT: 41

Working and Non-Working Respondents . No age Bar.

SAMPLING SIZE:The sample size was restricted to only 50, which comprised of mainly people of different ages (working & non-working).

DATA ANALYSIS & INTERPRETATION

42

TABLE 1 PERCENTAGE OF PEOPLE USING LAPTOP

LAPTOP

PERCENTAGE

YES

85%

NO

15%

TOTAL

100%

GRAPHICAL REPRESENTATION OF PEOPLE USING LAPTOP

LAPTOP

1st Qtr 2nd Qtr

p 43

Analysis: - From the above table and graph it can be seen that only 15% of the people are not using laptop while the other 93% have laptops. This data is presented in both the table and graphical presentation.

Interpretation: So we can conclude that most of the people use laptop for different reasons like for office purpose, routine work, entertainment source etc.

TABLE 2 PEOPLE PREFERANCE FOR DIFFERENT COMPANIES OF LAPTOP COMPANY

PERCENTAGE

HP

30

LENOVO

25

SONY

22

DELL

20

OTHERS

3

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Analysis: - From the former table and graphs we can see people generally prefer HP laptops (30%), 25% prefer Lenovo laptop, 22% goes for Sony laptops, 20% for Dell and only 3 % prefers other company’s product.

Interpretation: It is concluded here that HP has its popularity of having a large no. consumers in the studied area for its best service in the field of laptop. TABLE 3 TIME SPENDING OF PEOPLE ON COMPUTER PER DAY TIME 1 HR.

S 10%

1- 4 HRS.

40%

4-8 HRS.

45%

MORE THAN 8 HRS.

5%

TOTAL

100%

GRAPHS

S

1 HR. 1-4 HRS. 4-8 HRS. MORE THAN 8 HRS.

Analysis: Above table and graph shows that most of the respondents use laptop or computer for 4-8 hrs. i.e. 45%. Beyond this, 40% of s use computer or laptop for more than 1hr but less than 4 hrs. There are 10% of s who are using computer or laptop for 1 hr. only 5% uses computer or laptop for more than 8 hrs. 45

Interpretation: This means there are many respondents who use laptop or computer for more than 1 hr to 8 hrs i.e. 85% on per day basis.

TABLE 4 PREFERANCE OF LAPTOP OVER COMPUTER

PREFERANCE

RESULT

LAPTOP

55%

COMPUTER

45%

TOTAL

100%

Analysis: Above table and graph shows that 55 % of respondents prefer laptop over computer. But there are still 45% of s using computer. Interpretations: It is here concluded that there is only marginal result of people preferring laptop over computer. There are still many people using computer these days. 46

TABLE 5 RATING OF PRODUCT OF HP RATING FAIR GOOD SATISFACTORY EXCELLENT SUPERB TOTAL

RESULT 5 25 35 25 10 100%

GRAPHICAL REPRESENTATION

Analysis: 5% of the respondents get fair performance, 25% are feeling good by the HP product, 35% are satisfied by the product, 25% get excellent performance while 10% are indicating the product as superb.

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Interpretation: Above table and graph depicts that the performance of the laptop of HP was satisfactory. TABLE 6 DO YOU LIKE HP PRODUCT RESPONSE YES NO TOTAL

RESULT 92.5% 7.5% 100%

Analysis: 92.5% of people are satisfied and liked HP product while only 7.5% do not like to use HP product. Interpretation: Above table and graph depicts that most of the respondents like using HP product.

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TABLE 7 RATING FOR HP SEVICES RATING VERY GOOD GOOD FAIR POOR VERY POOR TOTAL

RESULT 43% 30% 25% 2% 0% 100%

Analysis: 43% of respondents rate HP service as very good, 30% of people are finding HP service as good, 25% are rating it as fair. Only 2% of the respondents are considering HP service as poor. Interpretation: Above table and graph depicts that most of the respondents feel good in taking HP service. This shows that HP has good reputation in the market. 49

TABLE 8 DOES HP PRODUCT NEED IMPROVEMENT? RESPONSE STRONGLY AGREE AGREE NEITHER AGREE NOR DISAGREE DISAGREE STRONGLY DISAGREE TOTAL

RESULT 2% 10% 30% 30% 28% 100%

Analysis: Only 2% of people strongly agree that HP product needs improvement, 10% agrees that there should be improvement, 30% do not say anything regarding this, 30% disagree to the improvement, and 28% strongly disagree for improvement. Interpretation: Above table and graph depicts that most of the respondents feel that there is no need of improvement in HP product. This shows that HP has good reputation in the market.

Facts & findings 50

1) Customers are fully satisfied with the products of HP. 2) Mostly organization preferring computers or laptops from Hewlett-Packard i.e HP. 3) Customers are particularly satisfied with the extra benefits given by the HP 4) HP products are improving their quality day by day to satisfy their customers. 5) A few customers liked the product but were reluctant to switch over to it as they were satisfied with their present brand’s products. They may consider our brand in case or future need.

Limitations of the project 1. Difficulty in the collection of Primary Data. 2. The study is predominantly based on Secondary Data which constitutes limitations. 51

3. Building up of an Effective data led to Time consuming. As generation of data consumed lots of time. 4. Identifying and analyzing of data made the study costly. 5. Difficulty in analyzing and interpreting the needs, mood and interest of the customer. 6. Difficult to explain the Questionnaire of need survey to customers.

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SUGGESTIONS

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OPPORTUNITIES & MARKET

Opportunities for the company Latest technology and low cost advantage: HP can enjoy its latest technology and low cost advantage. The number of cities, towns and villages it has covered already works to its advantage as putting more base stations for cellular coverage in these areas comes with negligible marginal 54

cost. Besides such cost advantages, it has also other cost advantages for the latest cellular technology.

Huge market: The cellular telephony market is presently expanding at a phenomenal rate every year and there is still vast scope for HP to enter & expand in this market. Besides there is a vast rural segment where the cellular services have not made much headway and many customers are looking towards HP for providing the service to them. With its presence even in the remotest areas, HP can gain a big market share in this segment.

Other opportunities: India is the second-largest telecommunications market in of sheer numbers of potential subscribers, and one of the fastest growing in the world. HP can cover all the 22 telecom circles of India through its adequate strategies and investment in network coverage.

Market : •

Most of the dealers were already using products of other companies. They couldn‘t switch as it was against their companies‘ contract with those companies which was binding on them.

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•

A few customers liked the product but were reluctant to switch over to it as they were satisfied with their present brand’s products. They may consider our brand in case or future need.

•

A few customers were clearly satisfied and bought our product.

•

Most of the customers wished to compare our products and services with that of our peers . We have mailed our products and plans to the customers concerned.

•

Customers with new needs are more likely to consider our product.

•

Appointment were very hard to get as many people who oversaw these matters in their companies didn‘t have time nor any interest in switching over to a new company.

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CONCLUSION

My learning Practical insights into the life and work in a corporate. How to apply the management learning and soft skills while working at the coalface. How to approach companies with a proposal. 57

Interacting with various institutes from IT retailers to B-schools to companies. Various details on deal negotiation and closures. Exposure to the fierce competition and the struggle, where only the fittest survive. How to remain patient and composed in the face of anxiety and pressure. 

Accepting negative and listening to ’NO‘ but still finding a way out.

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ANNEXURE

QUESTIONNAIRE Q1. Are you employed?

YES

Q2. Have you ever experienced HP’s product? NO

NO YES

Q3. Do you require a computer for your office work? NO

YES

Q4. How much time you spend on a computer per day? 1 hr. Less than 4 hrs. more than 8 hrs.

4-8hrs.

Q5. Will you prefer laptop over computer? YES MAY BE

NO

Q6. From where did you heard ? Q7. Is this your first visit?

YES

NO

If no, when did you visit our outlet last time? Q8. Is your product under warranty? 59

YES

NO

Q9. Do you find the product beneficial? Q10. What are the gadgets that you cannot live without? Cell Phone Digital Camera

Laptop

PDA

Ipod

Q11. How would you rate the product of HP? Fair Excellent

Good

Satisfactory Superb

Q12. Co-effective services are: Extremely Important Important

Very Important

Not very Important

Somewhat

Not at all important

Q13. Hp products have to improve on quality? Strongly agree Agree Disagree Strongly disagree Q14. Do you like HP product?

Neither agree nor disagree YES

NO

Q15. How would you rate the service of HP? Very good poor

good

fair

poor

very

Q16. State your opinion about HP’s products and services.

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Bibliography 1.

http://en.wikipedia.org/wiki/Hewlett-Packard

2.

www.hp.com 61

3.

hp max

4.

mail today

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