Computers and Information Technology -

Industry Overview

Information science is the science that investigates the properties and behaviors of information, the forces
governing the flow of information, and the means of processing information for optimum accessibility and
usability. The field is derived from those related to mathematics, logic, linguistic, psychology, computer
technology, graphic arts, management and other fields.

A nation’s development potential depends upon its ability to continuously educate its population and its
ability to create armies if skilled manpower. In particular, use of Information Technology (IT) in acquiring
knowledge and skill has become an essential element in education and training. These IT elements in the
educational process have magical effects.
Higher education without the support of IT makes the lives of learner and teachers equally difficult. A
nation’s intellectual strength depends upon IT support. The use of computing and communication technology
to enhance the efficacy of transaction and productivity is the driving force in this new era of social and
economic transformation in the new society called Information Society.
A strong IT structure can give an institution a competitive advantage for the best students and faculty and an
advantage in competition for absorbing external research and grants to execute studies, research etc. in a
short time and with great resolution.

IT with reference to ‘TECHNOLOGY IN EDUCATION’ encompasses one or more of the following:

 Vocational training tools, such as CBT (Computer Based Training), CAD (Computer Aided Design),
etc.
 Computer and computer-based systems for instructional delivery and management, e.g. CAI
(Computer Aided Instructions) etc.
 Internet/web based education e.g. not only educational information with text, graphics but also
courses are offered by various web sites.
Education forms the backbone of a nation and is one of the most important key indicators of a country’s
growth and development. In fact the rise of knowledge economy at a global level has once again
reinforced education, in all its forms (elementary, secondary, higher, vocational, and adult) , as the key
economic and business driver.

In the past, government was the sole education provider as it was primarily considered a social service.
However, with liberalization and globalization of economy, it has become evident in the last decade or so
that the government cannot alone can bear the cost of the education sector. The private sector has stepped
in to fill the gap and has increasingly enhanced its profile in education over the last decade. This had led
to a growing debate in recent times on India’s Educational Policy and the changes required making the
education sector more vibrant and flexible to meet the rapidly diversifying needs of our growing
economy.

India entered the computer scene at a time when the world was switching over from mainframe
computers to personal computers. In 1990 India caught up swiftly with the technologically advanced
countries to emerge as a key player on the world software map. The presence of hardware giants like the
IBM, HCL and Hewlett Packard ensured instant transfer of hardware technology and we witnessed the
launch of new products simultaneously in India and the west. In a decade India had been acclaimed for
having the best software professionals. This was largely due to the involvement of the world’s major
players who opened software development centers to derive their competitive advantage. At the turn of
this millennium the industry got a steady impetus with convergence technologies initiating jobs in the
service sector. India’s IT industry is worth Rs. 16, 000 or 1.2 billion dollar share in the world market.

The IT growth was, however, faced by critical anomalies. While India boasted of steep progress and
global growth of the industry, it confronted a dismal underdeveloped and overstretched IT infrastructure.
Problems such as poor access and poor service dogged even basic services. This called for a complete
restructuring of basic infrastructure required by the industry. Software technology parks committed to
providing to these critical anomalies facing this sunshine industry were set up. The policy of Indian
government initiated private IT firms to bring the latest technologies which would expand computer
networks. Online education is an outcome of the invasion of computers in education. Numerous
educational courses, references, institutional information, application and admission processes are now
available with the massive computerization of education sector.
 HCL

Company profile and facts

HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 6.5 billion. The HCL
Enterprise comprises two companies listed in India, HCL Technologies and HCL Info systems.

The 3 decade old enterprise, founded in 1976, is one of India's original IT garage start ups. Its range of
offerings span R&D and Technology Services, Enterprise and Applications Consulting, Remote
Infrastructure Management, BPO services, IT Hardware, Systems Integration and Distribution of
Technology and Telecom products in India. The HCL team comprises 63,000 professionals of diverse
nationalities, operating across 23 countries including 360 points of presence in India.

HCL has global partnerships with several leading Fortune 1000, including several IT and Technology
majors.

Along with the swiftly growing software technology industry, HCL, which was hitherto known as the
pioneer in modern computing made the advent into software development.

HCL's R&D was spun off as HCL Technologies in 1997 to mark their advent into the software services
arena.

Today, HCL sells more PCs in India than any other brand, runs Northern Ireland's largest BPO operation,
and manages the network for Asia's largest stock exchange network apart from designing zero visibility
landing systems to land the world's most popular airplane. And this it does across 18 countries and across
360 service locations in India.
HCL ENTERPRISES
 HCL Technologies

• HCL Technologies is one of India’s leading global IT Services companies,

providing Software led IT Solutions, remote infrastructure management services
and BPO. The company leverages an extensive global offshore infrastructure and
its global network of offices in 16 countries to deliver solutions across select
verticals including Financial Services, Retail and Consumer, Life Sciences
Aerospace, Automotive, Semiconductors, Telecom and MPE (Media Publishing
and Entertainment). For the ending 31st March 2008, HCL Technologies, along
with its subsidiaries had revenue of US $ 1.7 billion and employed 48, 802
professionals.

HCL TECHNOLOGIES

 HCL TOUCH
 HCL COMNET
 BPO’s
 KPO’s
 HCL Infosystems
.

HCL Infosystems, with revenues of US $ 3.1 billion, is India's premier information

enabling company. Leveraging its 27 years of expertise in total technology solutions,
HCL Infosystems offers value-added services in key areas such as system integration,
networking consultancy and a wide range of support services.

HCL Infosystems is among the leading players in all the segments comprising the
domestic IT products, solutions and related services business, which includes PCs,
servers, networking products, imaging & communication products.

Continuously meeting the ever increasing customer expectations and applications, its
focus on integrated enterprise solutions has strengthened the HCL Infosystems SSO's
(System Support Organization) capabilities in supporting installation types ranging from
single to large, multi-location, multi-vendor & multi-platform spread across India. The
SSO, comprising a direct support force of over 1600+ members, is operational at 170+
locations across the country and is the largest such human resource of its kind in the IT
business.

HCL Infosystems offeres value-added services in key areas such as system integration,
networking consultancy and a wide range of support services. HCL Infosystem
manufacturing facilities are ISO 9001-2000 and ISO 14001 certified and adhere to
stringent quality standards and global processes. It is rated among the leading players in
all the segments, comprising domestic IT products, solutions and related services,
including PC’s, servers, networking products and communication products. HCL
Infosystems owns the brand of ingeniously developed and manufactured, most popular
PC-‘Ezeebee’, ‘Busybee’, Beanstalk’ and ‘Infinity’- and iys robust manufacturing
facilities.

HCL Infosystems has a long standing relationships with world technology leaders such as

 SUN for enterprise computing solutions

 INTEL and AMD for PC’s and pc servers
 MICROSOFT, NOVELL and SCO for operating systems and software solutions
 Toshiba Corp. for business automation equipment
 SAP AG for specialist ERP solutions
 ORACLE, SYBASE and INFORMIX for RDBMS Platform, EMC
 VERTAS for storage solutions.
HISTORY AND MILESTONES
 PARTNERSHIPS

HCL has always prided itself on its partnership engagements. Partner models are also
evolving in the technology industry. Innovation has extended into the ecosystem and
community based engagements are coming into play. HCL has also enhanced its
relationships with partners and is creating a variety of innovative partnership models,
with various approaches to risk-reward sharing. Some of the notable partner
engagements:
 
PRODUCTS
 AWARDS AND ACCOLADES

 3rd most-valuable ICT brand after Microsoft & Intel - by Plan

man Consulting & ICMR Research
 Amongst the top 10 in brand association and brand loyalty - by
Plan man Consulting & ICMR Research
 21st most-valuable brand - by Plan man Consulting & ICMR
Research
 Amongst India’s 100 most Valuable Brands 2007 - by ICMR & 4Ps
 CNBC AWAAZ Consumer Award 2007 for most preferred
personal computer brand
 The most Admired Retailer of the year 2007 - by India Retail
Forum
 Excellence in Quality Management Award by ELCINA -
Dun & Bradstreet for 2006-07
 Best Employer of the year 2007 - by DATAQUEST in
collaboration with IDC India
 Excellence in Environment Management by ELCINA - Dun &
Bradstreet
 HCL Career Development Center

HCL in Training

 The company has ventured into the field of IT training with an

objective to meet the increasing demand for skilled professionals
from organizations across the country.
 HCL Infosystems provide specially designed programs in high-end
Software, Hardware and Networking solutions. There are more
than 130 fully operational HCL training centers in all the major
locations across the country.

 As the fountainhead of the most significant pursuit of human

mind (IT), HCL strongly believes, "Only a Leader can
transform you into a Leader". HCL Career Development Centre
(CDC) is a formalization of this experience and credo which has
been perfected over three decades.
 It is an initiative that enables aspiring individuals to benefit
from HCL’s longstanding expertise in the space and become
Industry ready IT professionals.
 Maintaining Quality - One of the key elements to HCL's success is its never-ending
pursuit of superior quality in all its endeavors.

HCL INFOSYSTEMS believes in the Total Quality Management

philosophy as a means for continuous improvement, total employee
participation in quality improvement and customer satisfaction. Its concept
of quality addresses people, processes and products.
 HCL Edge

 Interview Skills, Mocks, Comm. Skill sessions, Finishing School.

 Special session on Stress Management.

 Educational Trip to HCL manufacturing Plant on Approval.

 HCL Technology and Intellectual Books.

 Self - Asset Management System/ Quality Testing before Placement

Assistance

 Placement Assistance.

 Infrastructure sharing @ 15% with the college.

 HCL CDC ADVANTAGE

PARTIAL LIST OF CUSTOMERS

 HCL GLOBAL EDUCATION PARTNER
About HCL CDC
It is an initiative
that enables aspiring
individuals to benefit from HCL’S longstanding expertise
in the space and become Industry ready professionals. As the
fountainhead of the most significant pursuit of human mind (IT), HCL strongly
believes “Only a leader can
transform you into a
leader”. HCL CDC
is a formalization of this experience and credo which
has been perfected over three decades.

A pioneer in
IT industry
and a leader of
31 years,
HCL has been
on the forefront
of most of
the
innovations in the Information Technology. With strengths in hardware, software and
networking technologies, HCL has emerged as a global leader in IT space. To enhance its
market reach and strength, HCL has tied up with global technology leader’s viz.
Microsoft, Oracle, Cisco, Red Hat, IBM and Thomson Prometric. These alliances will
help students learn the contemporary technologies through different modes of learning.

COURCES OFFERED
 Programmes Offered

CAREER PROGRAMS

These are the programs which are of long duration.

HCNA (HCL Certified Network Associate) : 1 year duration

HCNP (HCL Certified Network Professionals) : 2 year duration
HCNE (HCL Certified Network Engineer) : 3 year duration

MODULAR PROGRAMS

These are the modules which are of short duration:

 Implementing Windows Application using VB.NET(2 Months) – 80 Hrs.

 Implementing Windows Application using C# (2 Months) – 80 Hrs.
 Core Java 1.5 (2 Months) – 80 Hrs.
 Advance Java 1.5 (2 Months) – 80 Hrs.
  Oracle DBA (4 Months) – 160 Hrs.

Introduction of the Project

Project Name
Brand Awareness and Customer Satisfaction

Significance of the Study

Project will focus on potential of big companies in the given vertical & to create more
brand awareness of HCL CDC as a brand & also to create a new market in the given
vertical which is still unexplored also understand the mindset of students while joining
the course for their future development and other things they keep in mind at that time
regarding their future prospects. It will also recommend the points to HCL CDC to
improve upon to increase its market share in education industry and to increase the
satisfaction of the customer.
 Research Objective

The team was assigned with the task of predicting the customer behavior towards HCL
CDC Courses in education Industry as a part of the summer training curriculum. The
entire project was divided into two parts:

a) To know the brand awareness about HCL CDC.

b) To know the HCL’S position in the market with respect to its competitors.

c) To know that weather the students are Satisfied with the courses offered by HCL
CDC and suggestions.

Based on the Market research conducted the team was expected to submit a project
report on the same.
 Research Methodology

RESEARCH DESIGN
As mentioned above that HCL started its career development center two years ago
only .Consequently, people are not much aware about HCL’s presence in education
industry. So, to check the brand awareness among people and the satisfaction of students
who are persuing courses from HCL CDC or have completed their course, a research was
conducted.

STATEMENT OF THE PROBLEM

Are people aware about the HCL’S presence in providing computer education?
When people hear about HCL, only HCL Technologies and HCL Info systems strike their
mind. Most of the people till date are not aware about HCL’S presence in computer
education. It means people are not much aware of HCL’S Career Development Centers.
So, HCL needs to make more efforts to promote its Career Development Centers. Also
HCL CDC needs to achieve the maximum customer satisfaction to stay in the long run in
education industry.
TYPE OF RESEARCH : Descriptive studies
Descriptive research studies are those studies where the problem is partially known and
we do the detailed analysis of the problem. Descriptive studies help in understanding and
assessing the critical issues of problems. In short, descriptive research can be used to
draw results.

SOURCE OF DATA : Primary data & Secondary data

Primary data was collected from students through a structured questionnaire comprising
of various questions for analyzing brand awareness and customer satisfaction . The
resumes of the students who apply for job and the databases already lying with HCL
CDC are used as secondary data. Also I took the help of internet for data collection.

RESEARCH INSTRUMENT : Structured questionnaire

A structured questionnaire, is one in which the questions asked are precisely decided in
advance. When used as an interviewing method, the questions are asked exactly as they
are written, in the same sequence, using the same style, for all interviews. Nonetheless,
the structured questionnaire can sometimes be left a bit open for the interviewer to amend
to suit a specific context.

SAMPLING PLAN

 SAMPLING METHOD: probability sampling (Convenient)

Convenience sampling is the selection of units from the population based on their easy
availability and accessibility to the researcher is known as convenient sampling.

 SAMPLE UNIT: Students

 SAMPLE SIZE: 100

 AREAS COVERED: Punjab University, Sec. 34 Chandigarh.

Market Area, Sec. 17.

PLAN OF DATA ANALYSIS:

 The primary data collected through the survey was analyzed step by step in the
following manner:
 The information thus obtained from the questionnaire was put into the excel
sheet.
 Bar diagrams were used to make comparisons among institutes.
 Finally, findings, suggestions and conclusion were derived.

FIELD WORK

The field work for research was conducted, which involved face to face interview with
the respondents. During the survey, feedbacks have been taken regarding the HCL Career
Development Centers from the respondents.
 COMPARISON OF HCL CDC, NIIT& JET KING

INSTITUTES HCL CDC NIIT JET KING

HEADQUARTER NOIDA NEW DELHI MUMBAI
YEAR OF 1976 1981 1990
ESTABLISHMENT
PRESENCE IN 19 30 01
COUNTRIES
ADVERTISEMENT NIL TV + TV+
NEWSPAPERS NEWSPAPERS
CERTFICATIONS HCL+ NIIT JETKING
INTERNATIONAL CERTIFICATES CERTIFICATES
CERTIFICATIONS
FEE STRUCTURE VERY HIGH REASONABLE REASONABLE
 ANALYSIS ON THE BASIS OF STRENGTHS
HCL CDC’S STRENGTHS
 Brand value
 HCL’S worth of mouth
 Deals with all parts of IT which none other institutes do.
 Placements through centralized HR department
 Dual certifications provided
 Seven gold partners

NIIT’S STRENGTHS
 Good infrastructure
 Wide product portfolio starting from the BASICS to high- tech programs
 Strong promotion through TV and Newspapers.
 Long time of establishment(1981)
 Reasonable cost
 Good courseware

JETKING’S STRENGTHS
  Leader in Hardware and Networking
 Good infrastructure
 Reasonable cost
 Branding strategies like seminars etc. specially in regions like Himachal Pradesh.

INTERPRETATION
Analyzing the strengths of HCL CDC, NIIT and JETKING, we can interpret that while
promoting its brand in computer education, HCL CDC can leverage its strengths. HCL
CDC can focus on the weight age of the certifications provided at its career development
centers. The first certificate is provided by HCL Company itself. The second certificate is
provided by international companies like Microsoft, Red hat, Cisco, Oracle, Prometric,
SDI, IBM etc. These are the seven gold partners of HCL CDC. HCL CDC conducts test
for certifications by these companies at its Prometric centers. The other benefit attached
to it is that HCL CDC provides vouchers (i.e. discount coupons) for these tests which is
20-30% of the total fees for the test. The facility of certification by so companies is not
provided by NIIT or Jet king. If the student clears the test then he is provided the
clearance certificate of the respective international company. But if the is not able to clear
the test then he/she is provided with participation certificate. These certifications are
valid globally. Both the certificates provided by HCL CDC are of immense value and
gives advantage to the students.
Apart from certification, HCL CDC provides hands on experience to the students through
the live projects. This facility is not available in either of NIIT or Jet king.
Certifications provided and the skills gained through live projects make an industry ready
IT professional. HCL CDC provides 100% job assistance to these fresh professionals.
Moreover, HCL is a well established brand so it does not require much advertisement.
But to sustain in the market and to grow HCL CDC needs good word of mouth. This can
be ensured if the students completing the programs are satisfied. The commitments given
to the students in terms of the courseware, duration of the program, facilities etc. should
be met by the company. This is so because these students would carry with themselves
the image of HCL CDC. They would go in the market and act as a promotional tool for
HCL CDC.

ANALYSIS ON THE BASIS OF WEAKNESS

HCL CDC’S WEAKNESSES

 Time of establishment
 Lesser advertisement
 High fees

NIIT’S WEAKNESSES
 Placements are not that good
 Prometric centers

JET KING’S WEAKNESSES

  Brand value
 Does not provide high-tech programs in software programming
 Placements

INTERPRETATION
As HCL started its career development centers in 2006, so it is taking time in spreading
awareness about these centers and its presence in providing computer education. So, time
of establishment of HCL CDC is responsible for lesser extent of brand awareness among
the students. Moreover, if HCL has taken the initiative of providing the computer
education to the students, so it should cater to the needs of all kinds of students as NIIT is
doing by providing programs starting from BASICS to high tech programs. So, HCL
CDC should widen their product portfolio. High fee structure is also one of the problem
for HCL CDCs. HCL being a brand charges high fee for its programs. HCL CDC has to
charge high fees because of its high brand value, certifications and other facilities. These
are students who are interested in learning a program from HCL CDC but cannot afford
its high fees.
Although HCL CDC gives a chance to the students to avail the benefit of scholarship and
get some financial relief. The scholarship test conducted by HCL CDC is known as
YPSE i.e. Your Pratibha Scholarship Exam. This exam is conducted in either August or
September every year. The top 10% of the students are provided scholarships.
But this scholarship program cannot help all the financial driven students and hence
effect the business of HCL CDC. Here HCLCDC’S competitors i.e. NIIT and Jet king
enjoy an advantage of cost.

Market Share of Different Institutes

We can also compare the institutes on the basis of the market share captured by them.

Market share of NIIT : 37%

Market share of Jet king : 25%
Market share of HCLCDC : 27%
Others : 11%
 NIIT

11%
37%
NIIT
27% Jet king
HCL CDC
Others

25%

Questionnaire of Brand Awareness

Towards

HCL CDC Courses

 DATA ANALYSIS

INTEREST IN IT
Q.1: Do you have an interest in IT for the future growth or just learning sake?
Yes No
Particulars No. of respondents %
Interested in IT 52 52
Not interested in IT 48 48
Total 100 100
 INTERESTED IN IT

48 Interested in IT
52 Not interested in IT

INTERPRETATION

From the pie chart it can be interpreted that 52 students out of a sample of 100 are
interested in IT for their future growth or just for purpose of learning. This is so because
of the fact that IT has become has a necessity these days as it is involved in almost every
field. This fact is also mentioned by HCL CDC in its website.
 CAREER OPPORTUNITIES

Hospitality
Banking and
Manufacturing Insurance

Govt and
Entertainment Information and Technology Public Sector
IT

Education
Health Care

NO INDUSTRY CAN EXIST WITHOUT IT !

This interpretation is in support of the chart shown before which shows the trend of
increasing number of engineering graduates and IT professionals. Rests 48% do not want
to make their career in IT. This segment of people comprises of medical students,
students pursuing courses lake aviation programs, hospitality etc.
But the whole gist of the interpretation boils down to the print that more than 50%
students want to make their career in IT. It is an appreciable figure. It is the good news of
the institutes like HCL CDC which aims at providing technical knowledge to the students
and to make them industry ready professionals.
 CAREER OPTIONS IN IT

Q.2: If yes, in which field you would like to make their career?
HARDWARE SOFTWARE NETWORKING OTHERS

Particulars No. of respondents %

Hardware 11 11
Software 54 54
Networking 31 31
Others 04 04
Total 100 100

SOFTWARE

4 11

Hardware
31 Software
Networking
Others

54
INTERPR ETATION
It can be interpreted from the pie chart that 54% students who want to make their career
in IT want to go for software programming, 31% for networking, 11% for hardware
programs and only 4% for any other program like web designing, CAD etc.

EXTENT OF BRAND AWARENESS

Q.3: Are you aware about HCL CDC?

YES NO

In this analysis the extent of brand awareness is checked percentage of respondents were
aware about HCL’S Career Development Centers?

Particular No. of respondents %

Aware about HCL CDC 49 49
Not Aware about HCL 51 51
CDC
Total 100 100
 NOT AWARE ABOUT HCL CDC

Aware about HCL

CDC
49 Not Aware about
51
HCL CDC

INTERPRETATION
From the pie chart it can be interpreted that Out of the 100 respondents, 49% were aware
about HCL’S Career Development Centers. This means HCL needs to promote its
Centers at a large scale. This can be done through various promotional tools like TV,
Newspapers etc.

PREFERRED MEDIUM FOR UPDATION

Q.4: If we want to update you about latest in IT, how would you like to get
information?
E-MAIL TELEPHONE SEMINAR HOUSE VISIT

Particulars No. of respondents %

E-mail 39 39
Telephone 24 24
Seminars 30 30
House visit 07 07
Total 100 100

E-MAIL

E-mail
39 Telephone
30
Seminars
House visit

24

Every organization or company needs to spread awareness and update the people about
their products. For this purpose different modes can be used like e-mails, seminars, etc.
Seminars can be conducted if we need to spread the message among the mass. Telephone
calls can be made to have two-way interaction so that all the queries of the receiver can
be met. This encourages better delivery of the message. House visit is another mode
when the other means fails.

INTERPRETATION
From the pie chart it can be interpreted that 39% people want to update through e-mails.
This also shows that internet or IT has become a part of their daily life. E-mail is the
response of the majority of the respondent’s because informing through mails does not
disturb their daily life. They can check the mails whenever they get time. But other
means like telephone and seminar affect their daily routine and ask for sometime from
their busy schedules.

This chart also shows that 39% people want to be updated through e-mails, 30% through
seminars, 24% through telephone and only 7% through house visit.

POTENTIAL AREA FOR BUSINESS

Q.5: Which area do you belong to?

CHANDIGARH HIMACHAL PRADESH PUNJAB OTHERS

Particulars No. of respondents %

Chandigarh 57 57
Himachal Pradesh 06 06
Punjab 27 27
Others 10 10
Total 100 100
 CHANDIGARH

10

Chandigarh
Himachal pradesh
27
Punjab
57 Others

INTERPRETATION
This chart shows that out of a sample of 100, 57% students were belong to Chandigarh,
27% students from Punjab, 6% from himachal Pradesh and 10% of the students were
come from other states.
From the pie chart we can be interpreted that HCL CDC is situated in Chandigarh. So,
maximum business will come from the same area only. Although students from other
areas like Punjab and Himachal Pradesh are also interested in learning some computer
program from HCL CDC but due to demographic problem they find it difficult to join
HCL CDC. So, we can conclude that maximum efforts should be put in promoting the
brand in Chandigarh and its nearby areas like Mohali, Panchkula, etc.

Q.6: How did you come to know about HCL CDC?

FRIENDS NEWSPAPERS INTERNET

Particulars No. of respondents %
Friends 50 50
Newspapers 35 35
Internet 15 15
Total 100 100

FRIENDS

15

Friends
Newspapers
50 Internet

35

INTERPRETATION
50% of the respondents said that they come to know about HCL CDC through friends,
35% of them said that newspapers & 15% of the respondents said that they come to know
about HCL CDC through internet.
From the pie chart it can be interpreted that out of sample size of 100, 48 respondents
came to know about HCL CDC through friends. This interpretation puts emphasis on the
fact a word of mouth of company is a great promotional tool, so companies should try to
eliminate negative word of mouth and create a positive word of mouth.
Q.7: Did you know that HCL CDC was also offering the same program as NIIT &
JET KING?

YES NO

Particulars No. of respondents %

Yes 48 48
No 52 52
Total 100 100

NO

48 Yes
52 No

INTERPRETATION
From the pie chart, it can be interpreted that out of a sample of 100, 52 respondents didn’t
know that HCL CDC offering the same program and 48 respondents know about the
programs offered by the HCL CDC.
Questionnaire of Customer Satisfaction
Towards
HCL CDC courses
ABOUT THE USAGE
Q1. Are you HCL CDC student currently?
Particulars No. of Respondents %age of Respondents
YES 30 30
NO 70 70
Total 100 100

NO

33

YES
NO
Total

67

INTERPRETATION
This chart shows that only 33% of the students are doing courses from HCL CDC, and
rest 67% Of the students are not doing courses from HCL CDC.
SATISFACTION OF QUALITY EDUCATION

Q. 2 Are you satisfied with the quality of education provided at HCL CDC centres?

Particulars No. of respondents %

Highly Satisfied 20 20
Satisfied 45 45
Neither STS Nor DSTS 15 15
Dissatisfied 08 08
Highly Dissatisfied 12 12
Total 100 100

Satisfied
20
8 12

Highly satisfied
Satisfied
N.S.N.D.
Dissatisfied
15 Highly dissatisfied

45

INTERPRETATION

Above diagram shows that most of the students are satisfied with the quality of education
provided at HCL CDC centers . but we cannot ignore those who are dissatisfied, which
constitutes 20% of the total respondents.
NEED OF IMPROVEMENT

Q.3 Do you feel that there is a need of some improvement in the technique and quality
of education provided at HCL CDC centres.

Particulars No. of Respondents %age of Respondents

YES 25 25
NO 67 67
Can’t Say 8 8
Total 100 100

NO
25
8

Yes
No
Can't Say

67

INTERPRETATION

Above chart shows that most of the students don’t feel that there is any need of some
improvement in the tech. and quality of education provided at HCL CDC centres . yet
there are some students who feel some kind of improvement in quality. And 8 % student
can’t say anything about this.

RECOMMENDATION

Q .4 would you like to recommend your friend to join HCL CDC in future?

Particulars No. of Respondents %age of Respondents

YES 82 82
NO 13 13
Can’t Say 5 5
Total 100 100

YES
13
5

Yes
No
Can't Say

82

INTERPRETATION
Above chart shows that most of the students will recommend or advise to their friends
to Join HCL CDC Courses in future. It shows that HCL is going in the right direction.
And 5% students can’t say anything about this.
FINDINGS

FINDINGS
 Most of the respondents were interested in IT.

 Students interested in IT want to make their career in software

Programming.

 Less awareness of HCL’S Career Development Centers.

 Most of the respondents want to update their information in IT through e-mails

 Chandigarh is the potential area for generating maximum business of HCL CDC.

 NIIT and Jet king are the main competitors.

 Most of the respondents came to know about HCL CDC through their friends.

 Newspaper is appeared as an effective tool of advertisement by majority of people.

 Students were like to do the computer program from HCL CDC.

 Brand name of HCL attracts the students to join HCL CDC.