HP INTERNSHIP

PROGRAMME

GAURAV SEHGAL
BBA(GEN)
[Pick the date]
INDEX

CONTENTS
• INTRODUCTION

Customer Satisfaction

• Company’s Profile

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

• 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
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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 support.

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
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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
accesories 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

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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 contact 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 contact different people for billing and technical enquiries?
If they're not satisfied with any aspect of your customer service, who should they
tell?

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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 sign-up 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 remember 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.

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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 multinational
information 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
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technology companies, operating in nearly every country. HP specializes in
developing and manufacturing computing, data storage, and networking hardware,
designing 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.

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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 longest-
selling 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.

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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 joint 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

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"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 CPU
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.

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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
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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 users, 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,

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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 passing 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
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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 Hewlett-

Packard 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.

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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,

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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 support 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 Jetadmin 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
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iPrint Photo for iPhone a free downloadable 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 membership with unlimited photo storage. Members can use
their uploaded photos to share and to create photo products. Snapfish allows
members to download low resolution copies of the images they uploaded for free.
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However, if members want to download high resolution, as opposed to the low
resulotion copies, or even original copies of their own uploaded images, Snapfish
charges a per-image fee for each download.

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 Admired 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 "designing 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

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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 Intel-
architecture 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 Premium 64-bit

• AMD V-Series(TM) Processor for Notebook PCs V140 (2.3GHz,

512KB L2 Cache)

• 2GB DDR3 System Memory (2 Dimm)

• FREE Upgrade to 320GB 5400RPM Hard Drive

• Wireless-N Card

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 • »High performance
• Laptops and notebooks for cutting-edge entertainment and
gaming

• Genuine Windows 7 Home Premium 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 Premium 64-bit

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

• FREE Upgrade to 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

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• • 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

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

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.

HP Photosmart printers are specifically designed for

printing photos. With them, it’s easy to print
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 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 PictBridge-
enabled camera using the front USB port.

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

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 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 offices.

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These renowned HP home-office and
business printers create high-impact,
high-volume documents fast—without
breaking your budget. Count on HP
LaserJet printers for sharp monochrome
and color print quality, strong
performance capabilities and unparalleled
ease of use.

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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 feedback 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 contact 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 feedback and ascertained their requirements. After taking
their feedback 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
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retailers and distributers that were already keeping our product and took their
feedback 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.

38
OBJECTIVES OF THE STUDY

“TO Analyse the Need of the customers regarding HP’S Accessories and
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.

39
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 account 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 USER PERCENTAGE

YES 85%

NO 15%
TOTAL 100%

GRAPHICAL REPRESENTATION OF PEOPLE USING LAPTOP

LAPTOPUSER

1st Qtr
2nd Qtr

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

44
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 USERS
1 HR. 10%
1- 4 HRS. 40%
4-8 HRS. 45%
MORE THAN 8 HRS. 5%
TOTAL 100%

GRAPHS

USERS

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 users use computer or laptop for more than 1hr but less
than 4 hrs. There are 10% of users who are using computer or laptop for 1 hr. only 5% user 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 users 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 RESULT
FAIR 5
GOOD 25
SATISFACTORY 35
EXCELLENT 25
SUPERB 10
TOTAL 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.

47
Interpretation: Above table and graph depicts that the performance of the laptop of HP was
satisfactory.

TABLE 6

DO YOU LIKE HP PRODUCT

RESPONSE RESULT
YES 92.5%
NO 7.5%
TOTAL 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.

48
 TABLE 7

RATING FOR HP SEVICES

RATING RESULT
VERY GOOD 43%
GOOD 30%
FAIR 25%
POOR 2%
VERY POOR 0%
TOTAL 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 RESULT
STRONGLY AGREE 2%
AGREE 10%
NEITHER AGREE NOR DISAGREE 30%
DISAGREE 30%
STRONGLY DISAGREE 28%
TOTAL 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.

52
SUGGESTIONS

53
 OPPORTUNITIES

&

MARKET FEEDBACK

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 terms 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 feedback:

• 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.

55
• 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.

56
 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 feedback and listening to ’NO‘ but still finding a way
out.

58
 ANNEXURE

QUESTIONNAIRE
Q1. Are you employed? YES NO

Q2. Have you ever experienced HP’s product? YES

NO

Q3. Do you require a computer for your office work? YES

NO

Q4. How much time you spend on a computer per day?

1 hr. Less than 4 hrs. 4-8hrs.

more than 8 hrs.

Q5. Will you prefer laptop over computer? YES NO

MAY BE

Q6. From where did you heard about us?

Q7. Is this your first visit? YES NO

If no, when did you visit our outlet last time?

Q8. Is your product under warranty? YES NO

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Q9. Do you find the product beneficial?

Q10. What are the gadgets that you cannot live without?

Cell Phone Laptop PDA Ipod

Digital Camera

Q11. How would you rate the product of HP?

Fair Good Satisfactory

Excellent Superb

Q12. Co-effective services are:

Extremely Important Very Important Somewhat

Important

Not very Important Not at all important

Q13. Hp products have to improve on quality?

Strongly agree Agree Neither agree nor disagree

Disagree Strongly disagree

Q14. Do you like HP product? YES NO

Q15. How would you rate the service of HP?

Very good good fair poor very

poor

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

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3. hp max
4. mail today

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