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1 Vishwa Vishwani Institute of Systems & Management.
CHAPTER1
INTRODUCTION
OBJECTIVES
NEED FOR THE STUDY LIMITATIONS
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INTRODUCTION
We are living in the world of marketing in this market we can find different kind of
consumers and their behavior. It is very hard for a company to cater whole of the
market and satisfy to all of them. Market dynamics means the factors that effect a
market. From the theory of economics they would be supply, demand, price,
quantity, and other specific terms. From a business standpoint, market dynamics
are the factors that effect the business model which involves the applying party.
For an oil firm the dynamics may be the price of a barrel of crude, total oil
production, total national or international stockpiles of oil, the price of other
energy commodities, and more. For a web 2.0 business, a social network forexample, market dynamics analytics may be the total amount of free time
spent online for both national and international users, amount of money spent
online each year, growth of online advertising, and more.
For a prudent business, market dynamics are included in the market analysis of
their business plan. These factors effect the business so much that it would be
neglectful to exclude them. Market dynamics play an important role in the
marketing plan of a business, though they may also play an important role in
other areas such as cost of goods sold, distribution, logistics, and more
Xerox Corporation, virtually synonymous with photocopying, now touts itself as
The Document Company. In addition to its flagship copiers, Xerox also makes
production publishers, electronic printers, fax machines, scanners, networks,
software, and supplies. The company is also a market leader in the area of
document outsourcing services. Xerox markets its products in more than 130
countries. Its Xerox Limited subsidiary (formerly Rank Xerox, a joint venture with
the Rank Organization Plc of the United Kingdom) distributes Xerox products in
Europe, Africa, the Middle East, and parts of Asia (including Hong Kong, India,
and China). Xerox Co., Limited--a joint venture with Photo Film Company
Limited--develops, manufactures, and distributes document processing products
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in Japan and the Pacific Rim (including Australia, New Zealand, Singapore, and
Malaysia).
Objectives of Project
1. To know the buying process of printing devices of different
organizations -
It is the most interesting work to know what the buying behavior of the
organization is across Hyderabad. The finding is that even some big
organizations are going for rental basis, some with AMC, some from third party
purchasing.
2. To find out factor that influence consumer buying behavior-
Through questionnaire its’ been tried to know what are factors that influences
customers when a purchase decision is taking place, whether it price, quality,
speed or else brand name or something else.
3. To find the potential customers for Xerox products –
The project guide has given the idea & list of the companies, where the potential
customers of Xerox can be found out. So, mainly research is focused on
construction companies, pharmaceutical, engineering companies as they are the
potential market for Xerox products.
4. To find out the need of the office equipments in the market –
Along with knowing the customer perception about Xerox products, the project
work also focused on generating leads for Xerox equipment in market.
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5. To find the customer’s attitude towards Xerox’s products
Through this project work its been tried to know customer perception towards
Xerox equipment and the problems that customers are facing with their
existing Xerox devices
6. To generate the leads for the Xerox products- With knowing the buying
behavior of the different organizations, the project is also focusing on
generating the leads for Xerox products in market.
7. To find out the organizational structure of different organization –The
project work helped the researcher to describe the Xerox products and
services to the customer according to their nature of business & their
organizational structure.
SECONDARY OBJECTIVES
1. To find the potential market of Xerox’s products.
2. To know the competitors of Xerox.
3. To find out the attributes that affects the buying behavior of the Xerox.
4. To find out the customer’s opinion about the equipments of Xerox.
5. To find the satisfaction level of customers
6. To find out the brand image of Xerox.
Area covered-
Daily a territory is allotted & the researcher visited all the companies in that
particular area, during STP. The Geographical areas covered are Somajiguda,
Panjagutta, Banjara hills, Ameerpet, Jubilee hills,& Himayatnagar, Jedi metala,
Cherapalli, S.R nagar, Hi-tech city, Begum pet, Secunderabad.
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NEED FOR THE STUDY-
Today India is the most emerging market in the world; it has indicated a new
boom in the integrated complex machines for day to day life. Xerox is a trusted
brand; with the logo of Xerox it had earned the trust of the people with superior
quality and good warranty period. Its products, which shows the vast possibility of
expansion in this category. Furthermore the most of the market share is in the
possession of PSU. The study aim is to find the mindset of the customers. To
find about the buying behavior of the customers and spread the awareness about
the Xerox products in the market. And this study tends to give the answer that
why people opt the Xerox products and their satisfaction levels with Xerox
products.
SCOPE OF THE STUDY
The study gives the information about the Xerox market in Hyderabad &
Secunderabad.
1. This will helps to identify the customer’s preferences and their complaintstowards the company.
2. The study will helps to the company for identifying the customer’s needs and
wants.
3. They had completed the questionnaire quickly which may yield some inherent
errors.
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LIMITATIONS-
.
1. Lack of Time: - S even weeks time span of such study was insufficient.
2. Lack of awareness of allotted territory:- As I am not much aware about
Hyderabad city so faced problem to find out right bus no. and right
location.
3. Local language problem: - sometimes local language(Telgu) problem
has arises while approaching to any road side people for asking bus no.
and location etc.
4. Lack of Universal application: - Since the study had been conducted
only in a selected region and only in existing customers of Xerox, the
applicability of the study in different region and consumer products are
restricted.
5. Probability based study: - Study is being done with the aid of
Convenience sampling. Hence the entire customers had not been
considered for their feedback and the inference drawn on the basis of
selected sampling.
6.Business of the respondents: - Walk in respondents were busy with their
schedule and hesitate to cooperate with the researcher and because of their
rushing to home or office, so sometime they were not interested or they had
completed the questionnaire quickly which may yield some inherent errors.
7. Data collected from the questioners may not be accurate.
8. Customer’s response is not always true.
9. Information provided by the customers may vary from the actual. 10. Sometimes customers are unwilling to respond to the questionnaires.
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.CHAPTER 2
COMPANY PROFILE
INDUSTRY PROFILE
LITERATURE REVIEW
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“We operate our business in ways through which
Economies grow, socities benefit and environment
Is protected. Some call it the triple bottom line.
We call it the best thing for our business success”
Ursula M. Burns
Chairman& CEO of Xerox Corporation
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Company Profile
Company Name : XEROX CORPORATION
CEO of Company : Ursula M. Burns
Type : Public
Traded as : NYSE: XRX
Industry : Document service, digital imaging, computer
peripherals
Founded In : 1906
Headquarter : 45, Glover Avenue PO Box 4505, Norwalk,
CT 06856 – 4505
Product : Printer, copier, scanner, faxes, projector, display
2010 Revenue : US $ 21.633 billion
2010 Operating income : US $ 2.076 billion
2010 Net income : US $ 1.296 billion
2010 total assets : US $ 30.600 billion
2010 Total equity : US $ 12.159 billion
No. of Employee : 136,500 worldwide
Geographical Scope : Operates in 160 Countries
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About The Company
XEROX CORPORATION LTD.
Xerox Corporation is US based multinational company.
Xerox Corporation aims to lead the digital revolution in
offices through its wide range of color products
multifunctional devices & offices services. “The smarter
document management by XEROX is a key in
improving productivity & optimizing people process &
infrastructure, thereby increasing the saving of a
company by 30-40%.
XEROX INDIA LTD.
Xerox India Ltd. Is a part of Xerox Corporation .It was incorporated in 1983.
Over the past 20 years Xerox India Ltd. has shaped the document
management industry in India by using world’s best document processing
products & bringing innovative value added concepts to cater the customer
needs. Xerox has deployed “Lean Six Sigma” in its corporate culture to achieve
the major goals of leadership development & Cultural Change. Initially Xerox
India Ltd. was a Modi Xerox. Modi Xerox was a outcome of one man vision Dr.
Bhupendra Kumar Modi during 1960’s to 1970’s. Modi Xerox experiences the
first hand the power of Xerography & discovered the simple joy of copying
reference study material at the touch of a button. With the joint venture
partnership of Xerox corporations, Modi Xerox has renamed as “XEROX INDIALTD.” It gives to Indian offices new level of productivity & efficiency in business
management.
Brief History of Xerox- Chester Carlson, a patent attorney and part-time
inventor, made the first xerographic image in his makeshift laboratory in Astoria,
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Queens, in New York City, on Oct. 22, 1938. He spent years trying to sell his
invention without success. Business executives and entrepreneurs didn't believe
there was a market for a copier when carbon paper worked just fine. And the
prototype for the copier was unwieldy and messy. Some 20 companies, IBM and
General Electric among them, met his invention with what Carlson called "an
enthusiastic lack of interest."
The Xerox India Limited story can be divided into
1. The Start-up years (1983 - 86)
2. The Take-off Phase (1986 - 89)
3. Maturing of the Partnership (1989 - 91)
4. Evolution into The Document Company (1991 - 95)
5. Gearing up for Globalization & Knowledge Growth (1995 - 99)
6. 2000 & Beyond : Leading the Digital Document Revolution
Today Xerox is much more than ; fulfilling the needs of all types of customers
with product ranging from analog to digital and monochrome to color. The
product are consistently rated among the world’s best by independent testing
organization since 1980 Xerox has won 25 national quality awards in 20
countries. Xerox is a company that is founded on and thrives on- innovation. The
Xerox innovation group explores the unknown, invents next generation
technologies and creates new business and shareholder value through its five
worldwide research centers and associated operational. Haloid coined the word
"Xerox" for the new copiers, and in 1948, the word Xerox was trademarked.
Inspired by the early, modest success of its Xerox copiers, Haloid changed its
name in 1958 to Haloid Xerox Inc. The company became Xerox Corporation in
1961 after wide acceptance of the Xerox 914, the first automatic office copier to
use ordinary paper. September 2004 marked the 45th anniversary of the Xerox
914. More than 200,000 units were made around the world between 1959 and
1976, the year the company stopped production of the 914.
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In 1963, Xerox announced its first desktop plain paper copier. Ten years later in
1973, a color copier was introduced. In 1971, Gary Stark weather a researcher
tried to modify a Xerox copier which resulted in the evolution of the first laser
printer in 1977.
Xerox was revived in the 1980s and 1990s with better quality in design and
enhanced product line. It was in the 1980s that Apple considered purchasing
Xerox. However, not able to strike a deal, Apple copied the GUI idea of Xerox for
its own personal computers.
Xerox's case was dismissed as it had passed the three year statute limitation and
was too late to file the suit. The 1990s saw a complete new look to its product
line. High quality printers, scanners, etc made Xerox a market leader. In the year
2000, Xerox bought Tektronix color printing and imaging division for US$925
million. Four years later in September 2004, Xerox proudly celebrated the 45th
anniversary of Xerox 914. After selling over 200,000 units across the globe from
1959 to 1976, the product was finally called off by the end of 1976. Today, Xerox
914 is a part of American History as an aircraft in Smithsonian Institution.
To whom Xerox serve-
Xerox India Limited provides document management solutions to government,
education, and commercial and other public sector customers. It offers printing
and publishing systems; digital multifunction devices; digital copiers; laser and
ink printers; fax machines; document-management software; and supplies, such
as toner, paper, and ink. The company also provides software and solutions that
are used by businesses to print books, create personalized documents, and scanand route digital information. In addition, it offers document management
services, such as operating in-house production centers, developing online
document repositories, and analyzing how customers create and share
documents
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Color Printer
This Color Printer from Xerox India Limited Gives and Excellent Image Quality
Compared To, the others.
Black & White Printer
The Four New Black And White Printer Introduced By Xerox India Limited Are
In Models.
Color Laser Printer
These Features Of This Color Laser Printer From Xerox India Limited Include,
Color Is Up.
Work Centre For Office
Xerox India Limited Presents A Versatile Work Centre That Gives Print, Copy,
Scan And It Company a good position.
.PRODUCT PORTFOLIO-
Networked Office Printers
Phaser 3124
Phaser 3150
Phaser 3500
Phaser 4500
Phaser 4510
Phaser 5500
Phaser 6110
Phaser 6120
Phaser 6130
Phaser 6180
Phaser 6300
Phaser 6350
Phaser 6360
Phaser 7400
Multi Functional Device
DocuColor 240/250
DocuColor 242 Printer/Copier
DocuColor 252 Printer/Copier
DocuColor 260 Printer/Copier
FaxCentre F110
FaxCentre F116
FaxCentre 2121
FaxCentre 2218
Phaser 3200MFP
Phaser 6110
Phaser 6115MFP
Phaser 6180MFP
Phaser 8560MFP
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Phaser 7760
Phaser 8500
Phaser 8550
Phaser 8560
Phaser 8860
Xerox 4110
Phaser 8860MFP
WorkCentre 133
WorkCentre 232/238/245/255/265/275
WorkCentre 4118
WorkCentre 4150
WorkCentre 5600
WorkCentre 7132
WorkCentre 7232/7242
WorkCentre 7328
WorkCentre 7335
WorkCentre 7345
WorkCentre 7665
WorkCentre 7675
WorkCentre C2424
WorkCentre M15/M15i
WorkCentre M20/M20i
Steps of sales – SPANCO
Sales approach should be SPANCO which could be further elaborated into
Suspect, Prospect, Approach,
Negotiate, Close the Call and finally get the Order. The various steps are
explained below:
1- Suspect- Fact Finding Mission Record all contacts
2- Prospect- Validation and Classification – H/W/C. Time Table preparation,
Initiating Next Steps
3- Approach-- Contacting the M.A.N. Submission of the Proposal
4- Negotiation- Demonstration. Submission of fresh proposal
5- Closing- Collecting the order
6- Order- Processing the order, Delivery, Installation and KOT. Collection
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Suspect
The sales cycle starts from a suspect. The suspect is a new door. To be sure that
the new door has a suspect behind it, the salesman must go and see for himself.
To convert the suspect into a prospect, the salesman requires information. The
information can only be gained with the eyes and so the salesman must go and
look. Most of the salesman’s information will however come from asking
questions of the people he meets when he calls on the suspect.
Prospect
The suspect is identified as a M.A.N. and qualifies as a prospect. The business
of a prospect will need the services and solutions offered by Xerox. We need to
make the prospect recognize these needs and educate him on the same.
Approach
The prospect is approached at this stage of SPANCO sales process. The
approach is done through a business appointment that is convenient to the
prospect. Even the prospect is open for a Demo of the product through which hisneed can be met. At the end of this step a proposal of business is submitted to
the identified prospect which includes the primary quotation.
Negotiation
Negotiation is your opportunity to demonstrate your commitment (and your
company's) to long-term relationships to maximize value for both parties (for
those who sell to businesses, value is ultimately synonymous with profit).
Negotiation in sales can be a formal event, at a specific time and on a specific
date, or it can be an ongoing theme at different points of the sales process.
Negotiation is beyond price. Negotiation includes the entire value proposition. As
a sales
Professional you're seeking mutually beneficial relationships with prospects and
customers which means you're going to seek a true win/win solution. Practiced
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and applied, negotiation skills can increase the level of trust and credibility you
and your company have with your prospects and customers.
Closing
Closing is defined as obtaining the customer commitment.
The Art of Closing:
1. Closing stage of a skillfully run and executed sales process.
2. Natural culmination of everything in sale that has preceded it.
3. Successful closing depends on a sales person’s ability to effectively
investigate customer needs and demonstrate the machine capability and ability
to effectively seek and obtain customer commitment.
The Closing Process
1. Summarize the benefits the customer accepted during the call.
2. Formulate an action point requiring customer commitment.
Example-
Customer: This machine is perfect to our requirement.Salesperson: We have agreed that the machine we have offered offers excellent
copy quality and correctly fits into your budget. Let’s go and complete the paper
work right now.
Order
This is the final step of SPANCO sales process. In this stage the order is
processed within the turnaround time assured by the company. The delivery is
made during this stipulated time period and the machine is installed at the
customer site for productivity. The Order stage is followed by the collection as
per the agreement made during the negotiation stage
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Sales force-
Xerox has mainly 5 managers operating in Somajiguda.
1) Central govt.
2) State govt.
3) Smb.
4) Major accents
5) Graphic arts.
All these managers operate in their own region.
Xerox use following methods for promotion-
1 MRE activities
2 Road shows conduct
3 Advertisements
4 Invitations
5 Maintaining activities
Customer service-For high end Customer Company sell their equipments
through channel. Xerox has appointed Authorized service provider (Tricom
telecom) for any services. After sale also Tricom telecom is providing services tothe customer directly.
Distribution network- It is operating through tier -1 distributors i.e, Redington,
Esys, Global. And tier-2 consists of dealers, they finally distribute to the
customer.
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Xerox SWOT analysis
Strengths:
Xerox is a technology and services corporation. Xerox has a strong corporate
brand, which is synonymous with its products i.e. copiers, printers, fax
machines which it provides a range of document equipment, software solutions
and services. In addition the company provides paper services offering its
customers 100% recycled paper
They develop efficient working solutions for companies worldwide, both by
providing technical support and environmental initiatives helping companies to
meet their environmental targets
The company has a strong environmental focus which it has developed
internally into a strategy of operations focused on environmental initiatives
which has saved the company hundreds of millions of dollars.
It invests heavily in Research and Development to keep up with market
requirements for ever evolving products featuring both environmental and
technological benefits and features
The organization has a reputation for innovation and high quality management
The company has developed an internal policy of recycling copiers and other
equipment i.e. toners, paper etc, which it also offers the benefits of these
environmental solutions to its customers
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Weaknesses:
The company operates in an ever changing, fast paced market dynamic which
puts an increasing pressure on product development focusing on innovative
feature design
As a Group they only invest 1 – 2 % of Research and Development budget on
environmental developments on their product line, choosing to focus more on
the main driver of the market which is feature advancement
Opportunities:
Competitive edge could be gained in the marketplace through more focus on
research and development centered on the environmental features of products,
meeting higher environmental product grade
Xerox as a Group already offer support for companies to meet their
environmental commitments. These could be added more as a benefits
package for companies to manage their environmental stratagem.
Threats:
Growing pressure on companies to become carbon neutral and have efficient
and tangible environmental strategies in operation impact on every level of the
supply and demand chain in every business. This in turn may lead to Xerox
having to invest more in the research and development of environmentally
focused products and components which may determine and provide them with
greater competitive edge in attracting tomorrow’s customer.
Due to the economic conditions being experienced in all business sectors at
the present and indeed the foreseeable future, companies and corporations are
seeking to reassess, realign and streamline their operations, seeking to reduce
the operating costs of their practices thus as a consequence reducing budgets
across the board, this in turn may impact on the purchase of office solutions,
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office equipment and technical support. This combined with environmental
commitments companies may choose to reuse and recycle as opposed to
renewing current products
Financial constraints due to a downturn in sales and new business may put
pressure on and restrict budgets for innovation, design and development of
new product features and environmental research and development which are
issues and features that are becoming more important to today’s corporate and
retail consumer as the emphasis on all products going to market are on both its
technical features and its capacity to be recycled and reused.
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INDUSTRY OVERVIEW
Key players
Canon
Incorporated in 1997, Canon India Pvt. Ltd. is a 100% subsidiary of CanonSingapore Pvt. Ltd. a world leader in imaging technologies. Canon today has
offices spread across 7 cities in India with an employee strength of over 700
people and markets 140 comprehensive ranges of sophisticated and
contemporary digital imaging products in the country. These include
photocopiers, multi-functional peripherals, fax-machines, inkjet and laser printers,
scanners, All-in-ones, digital cameras, digital camcorders and multimedia
projectors, cable id printers, semiconductors and card printers.
Hewlett Packard India Sales Pvt. Ltd. – (HP)
Established in 1988, India is one of the largest and most diverse sites for HP
outside of thus. The company 25,000+ employees are spread over 45 locations.
The businesses represented in HP India include: Technology Solutions Group
(TSG) - In addition to Enterprise Systems, Storage and Software, TSG includes
Managed Services, Consulting & Integration and Technology Services. The
products and services from this organization serve Enterprise, Public Sector and
SMB Customers. Imaging and Printing Group (IPG) - is the leading provider of
printing and imaging solutions for both business and consumers - printer
hardware, all-in-ones, digital imaging devices such as cameras and scanners.
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Personal Systems Group (PSG) - focuses on providing simple, reliable and
affordable personal computing solutions and devices for home and business use,
including desktop and notebook PCs, workstations, smart handhelds, personal
storage and access devices. Global Delivery India Centre (GDIC): The Global
Delivery Application Services Center (GDAS) India is a service under GDIC.
GDAS India is the flagship centre for HPs strategy for global delivery of
application services.
Other competitors are-
1. Ricoh
2. Panasonic
3. Brothers
4. Samsung
5. Sharp
6. Toshiba
THE CUSTOMERS-
Xerox mainly deal with construction industries, Pharmaceutical Companies,
Laboratories, IT consultancies, Software developers, BPOs, Engineering
companies. The construction companies mainly use A0 size photocopier for their
using purposes, Pharmaceutical goes for A3 size, engineering companies also
use A3 & laboratories goes for A3 & A4 both according to their nature of the
business.
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LITERATURE REVIEW
Doing my Internship program it was really an opportunity for me, when I had a
chance to convert my theoretical knowledge into practical and of real world type.
Fortunately, the company I got is a true follower of the various principles of
management and also one of the leading companies in its segment of the
industry. The working environment that I was being provided was extraordinary
and helped me a lot in delivering my work properly and with full potency of mine.
Xerox India Limited is one of the renowned names in the Office documentation
solution industry. The graph of sales of these respective product lines is the best
in the industry as compared to their competitors. I did my summer training project
at Xerox India Limited Somajiguda Hyderabad (A.P), where I found all the
professionals are very much committed to their work as well as they were all
professionals enough. This helped me a lot in getting a good deal of exposure.
As I had to consult the Channel partners, I felt myself, in the beginning, in a bit
problem. But the Cooperation of my superiors at the work induced confidence in
me to deal with my problems whenever they came.
CONSUMER BUYING BEHAVIOR
Consumer Buying Behavior refers to the buying behavior of the ultimate
consumer. A firm needs to analyze buying behavior for:
Buyers reactions to a firms marketing strategy has a great impact on the
firms success.
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The marketing concept stresses that a firm should create a Marketing Mix
(MM) that satisfies (gives utility to) customers, therefore need to analyze
the what, where, when and how consumers buy.
Marketers can better predict how consumers will respond to marketing
strategies.
STAGES OF CONSUMER BUYING PROCESS
There are 5 stages of consumer buying process:
PROBLEM RECOGNITION : Perceiving a Need
1. Perceiving a difference between a person's ideal and actual situations big
enough to trigger a decision.
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2. Can be as simple as noticing an empty milk carton or it can be activated
by marketing efforts
INFORMATION SEARCH : Seeking Value The information search stage clarifies
the options open to the consumer and may involve
two steps of
information
search
INTERNAL
SEARCH
1. Scanning one’s memory to recall
previous experiences with products or
brands.
2. Often sufficient for frequently
purchased products.
EXTERNAL
SEARCH
3. When past experience or knowledge is
insufficient
4. The risk of making a wrong purchase
decision is high
5. The cost of gathering information is
low.
The primary sources of external information
are:
1. Personal sources, such as friends and
family.
2. Public sources, including various
product-rating organizations such as
Consumer Reports.
3. Marketer-dominated sources, such asadvertising, company websites, and
salespeople
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ALTERNATIVE EVALUATION: Assessing Value The information search clarifies
the problem for the consumer by
1. Suggesting criteria to use for the purchase.
2. Yielding brand names that might meet the criteria
3. Developing consumer value perception.
A consumer's evaluative criteria represent both
o the objective attributes of a brand (such as locate speed on a
portable CD player)
o the subjective factors (such as prestige).
These criteria establish a consumer's evoked set
o the group of brands that a consumer would consider acceptable
from among all the brands in the product class of which he or she is
aware
PURCHASE DECISION : Buying Value
Three
possibilities
FROM WHOM
TO BUY
which depends on such considerations
1. Terms of sale
2. Past experience buying from the seller
3. Return policy.
WHEN TO
BUY
which can be influenced by
1. store atmosphere
2. time pressure
3. a sale
4. pleasantness of the shopping
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experience.
DO NOT BUY
POSTPURCHASE BEHAVIOR: Value in Consumption or Use
1. After buying a product, the consumer compares it with expectations and is
either satisfied or dissatisfied.
2. Satisfaction or dissatisfaction affects
a. consumer value perceptions
b. consumer communicationsc. Repeat-purchase behavior.
3. Many firms work to produce positive post purchase communications
among consumers and contribute to relationship building between sellers
and buyers.
4. Cognitive Dissonance. The feelings of post purchase psychological
tension or anxiety a consumer often experiences
5. Firms often use ads or follow-up calls from salespeople in this post
purchase stage to try to convince buyers that they made the right decision.
3 general problem-solving variations exist in the consumer purchase decision
process:
Routine ProblemSolving
1. Virtually a habit
2. Involves little effort seeking external information and
evaluating alternatives.3. Typically used for low-priced, frequently purchased
products.
Limited Problem 1. Involves the use of moderate information-seeking
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Solving efforts.
Often used when the buyer has little time or effort to
spend.
Extended Problem
Solving
1. Each stage of the consumer purchase decision
process is used
2.
3. Considerable time and effort on
4.
o external information search and in identifying
o evaluating alternatives.
o
5. Used in high-involvement purchase situations.
Involvement and
Marketing Strategy
1. Low and high consumer involvement has important
implications for marketing strategy, which differs for
products that are market leaders from their
challengers.
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SITUATIONAL INFLUENCES
PSYCHOLOGICAL INFLUENCES ON CONSUMER BEHAVIOR
Concepts such as motivation and personality; perception; learning; values,
beliefs and attitudes; and lifestyle are useful for interpreting buying processes
and directing marketing efforts.
1. MOTIVATION
1. is the energizing force that causes behavior that satisfies a need.
2. Needs are hierarchical
3. Once basic physiological needs are met, people seek to satisfy learned
needs.
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A
From lowest to highest the hierarchy is:
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2. PERSONALITY
1. A person's consistent behavior or responses to recurring situations.
2. Research suggests that key traits affect brand and product-type
preferences.
3. Cross-cultural analysis also suggests that residents of different
countries have a national character, or a distinct set of personality
characteristics common among people of a country or society.
4. Personality characteristics are often revealed in a person’s self -
concept, which is the way people see themselves and the way they
believe others see them.
3. PERCEPTION:
1. The process by which an individual uses information to create a
meaningful picture of the world by
a. selecting,
b. organizingc. interpreting
2. Perception is important because people selectively perceive what they
want and it affects how people see risks in a purchase.
SELECTIVE PERCEPTION:
Selective
perception
1. Filtering
a. exposure,
b. comprehension, and
c. retention
2. in the human brain’s attempt to organize and interpret
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information.
Selective
exposure
1. Consumers can pay attention to messages that are
consistent with their own attitudes and beliefs
2. Consumers can ignore messages that are inconsistent.
Selective
comprehension
1. Involves interpreting (distorting?) information so that it
is consistent with a person's attitudes and beliefs.
Selective
retention
1. Consumers do not remember all the information they
see, read, or hear.
Subliminal
Perception
1. Consumers see or hear messages without being aware
of them.
2. This is a hotly debated issue with more popular appeal
than scientific support.
3. Research suggests that such messages have limited
effects.
PERCEIVED RISK:
1. Anxieties felt:
o Consumes cannot anticipate the outcomes of a purchase
o Believe that there may be negative consequences.
2. Marketers try to reduce a consumer's perceived risk and encourage
purchases by strategies such as providing
3. Free trial of a product
4. Securing endorsements from influential people
5. Providing warranties and guarantees.
4. LEARNING :
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1. Those behaviors that result from
o Repeated experience
o Thinking.
2. The process of developing automatic responses to a situation built up
through repeated exposure to it.
Behavioral Learning
3. The process of developing automatic responses to a situation built up
through repeated exposure to it.
4. Marketers use two concepts from behavioral learning theory:
5. Stimulus
generalization
6. Occurs when a response elicited by one
stimulus (cue) is generalized to another.
7. Using the same brand name for different
products is an application of this concept
8. Stimulus
discrimination
9. Refers to a person's ability to perceive
differences in stimuli.
10. The advertising for Bud Light beer is an
example of this concept.
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ATTITUDE FORMATION
Attitude
A learned predisposition to respond to an object or class of
objects in a consistently favorable or unfavorable way.
Shaped by our values and beliefs which are learned.
Values
Personally or socially preferable modes of conduct or states of
existence that are enduring.
Beliefs
Consumer’s subjective perception of how well a product or brand
performs on different attributes.
ATTITUDE CHANGE
Approaches
to try to
change
consumer
attitudes
Changing beliefs about the extent to which a brand hascertain attributes.
Changing the perceived importance of attributes.
Adding new attributes to the product.
LIFESTYLE
Lifestyle is a mode of living that is identified by
activities How a person spends time and resources
interests What a person considers important in the environment
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opinions what a person thinks of self and the world
Psychographics
1. The analysis of consumer lifestyle
2. Helps to segment and target consumers for new and existing products.
Values and Lifestyles (VALS) Program
1. Developed by SRI International
2. Identified eight interconnected categories of adult lifestyles
3. Based on a person’s self -orientation and resources.
Self-orientation Resources
Three patterns of attitudes and activities that help people reinforce their social
self-image.
1. The three patterns are oriented toward
o principles,
o status,
o action.
2. income
3. education
4. self-confidence
5. health
6. eagerness to buy
7. intelligence
8. .energy level
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CHAPTER 3
RESESRCH METHODOLOGY
THEORETICAL CONCEPY
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Descriptive research:-
The research study is conducted through descriptive research. Descriptiveresearch design is a scientific method which involves observing and describing
the behavior of a subject without influencing it in any way or to identify the cause
of something that is happening. For instance, this research could be used in
order to find out what companies are buying a particular Brand of the product,
where a company’s market share differs between geographical region or to
discover how many competitors a company has in their conducting the research
must comply with strict research requirement in order to obtain the most accurate
figures / results possible.
Research design -A research design is the determination and statement of the
general research approach or strategy adopted for the particular project.
Sample size-The number of sample is 115 from Hyderabad & Secunderabad
city, which fulfills the requirement. Each respondent is treated as a case of
detailed analysis
Sampling design
Convenience sampling is used for this study. Convenience sampling is used in
exploratory research where the researcher is interested in getting an inexpensive
approximation of the truth. As the name implies, the sample is selected because
they are convenient. This non probability method is often used during preliminary
research efforts to get a gross estimate of the results, without incurring the cost
or time required to select a random sample
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CHAPTER 4
DATA COLLECTION
ANALYSIS & INTERPRETATION
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For the accumulation of data the sources were primary and secondary data. Primary Data:
These data are raw material. They are the measurement observed and recorded
as a part of original study. They are original in character. The investigator or
researcher directly collects this data. The basic form of obtaining this data is by
observing and questioning. The Primary data was a detailed interview schedule
with the help of a detailed questionnaire. The samples were drawn purposively
from various areas for the relevance of the study.
Secondary Data:
They are not originally drawn by the researcher as fresh data. These are
collected by some other person for this purpose and published. These types of
data can be collected through various sources. For this study no secondary data
used.
Tools and techniques of analysis -Percentage analysis and General statistical
tools were used in the study
Location and Duration of the study The study was conducted among the
customers of Hyderabad & Secunderabad. The duration of the project study was
45 days.
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DATA ANALYSIS
Market share of key players: in printer market in Hyderabad.
Brand name No. of printers % share
HP 97 67%
Canon 42 29%
Xerox 02 01%
Other 05 07%
[Figure No1.10]
INTERPRETATION – From the above pie chart HP is market leader in printer
market with 67% share and Canon is in the second position with 29% market
share. The market share of Xerox is only 1%.
67%
29%
1% 3%
Market share in printer market
HP
Canon
Xerox
Other
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Market share of key players: in separate scanner market in Hyderabad.
Brand name No. of scanners % share
HP 20 57%
Canon 15 43%
Xerox 0 0%
Others 0 0%
[Figure No1.11]
INTERPRETATION – From the above pie chart it interpreted that HP is market
leader with maximum market share of 57% and Canon having 43% market
share.
HP
57%
Canon
43%
Xerox
0%
Others
0%
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Market share of key players in separate MFP market in Hyderabad
Brand name No. of MFP % share
HP 24 41%
Canon 19 32%
Xerox 03 05%
Sharp 04 07%
Samsung 09 15%
[Figure No.1.12]
INTERPRETATION – From the above pie chart, HP is the market leader of MFP
segment with 41% market share and Canon is having 32% market share,
Samsung is15% share, Xerox is having 5% market share and sharp is having 7%
market share.
41%
32%
5%
7% 15%
No. of MFP
HP Canon Xerox Sharp Samsung
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-Market share of key players in separate fax market
Brand name No. of faxes % share
HP 06 46%
Canon 02 15%
Xerox 01 08%
Others 04 31%
[Figure No1.13]
INTERPRETATION - From above pie chart HP is in No.1 position with 46%
market share, Canon on second position with 15 %, and Xerox on third position
with 8% market share catering to market. But other brands like Sharp, Brother,
Toshiba etc appearing in market with 31% market share.
46%
15%
8%
31%
Market share in faxes
HP
Canon
Xerox
Others
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Market share of key players in separate photocopier market
Brand name No. of copiers % share
HP 0 0%
Canon 09 69%
Xerox 04 31%
[Figure No.1.14]
INTERPRETATION – From above pie chart [Figure No.1.14] it is interpreted that,
Canon is the market leader with 69% market share and Xerox on the second
position with 31 % market, there is no other market player appearing in this
segment.
0%
69%
31%
Chart Title
HP
Canon
Xerox
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Q.3- Influencing factor when making a purchase decision-
Factor No. of customers %
Price 11 10%
Quality 82 71%
Speed 05 04%
Brand name 17 15%
[Figure- 1.16]
INTREPRETATION- From the above pie chart 71% of customers consider
quality of device, 10% consider price, 15% consider brand name and only 4%
customers consider speed of devices.
10%
71%
4% 15%
No. of customers
Price
Quality
Speed
Brand name
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Q.4 (A)- Overall satisfaction level on following factors on existing printing
devices.
(1)Ease of use. (2) Service response time. (3) After sales service.
(4) Quality of repairing. (5) Frequency of break down in a month. (6) Quality of
printing. (7) Running cost.
Satisfaction level No. of customer %
Satisfied 95 82%
Very satisfied 18 15%
Neither S. nor D.S 01 01%Dissatisfied 01 01%
Very dissatisfied 01 01%
[Graph No. 1.17]
INTERPRITATION- As pie chart is indicating that 82% of customers are satisfied
with their existing devices, 15% customers are very satisfied and only 1%
customers are dissatisfied with their existing printing devices.
82%
15%
1%
1%1%
No. of customers
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.4(C)- Service response time on existing devices-
Satisfaction level No. of customer %
Satisfied 76 66%
Very satisfied 10 09%
Neither S. nor D.S 17 15%
Dissatisfied 12 10%
Very dissatisfied 0 0%
[Graph No. 1.18]
INTREPRITATION- From the above pie chart [Graph No. 1.18] for the service
response time - 66% of customers are satisfied, 9% of customers are very
satisfied, 15 % are neither satisfied nor dissatisfied and 10 of the customer are
dissatisfied..
66%9%
15%
10%
0%
No. of customer
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.4 (D)- Satisfaction level on after sales service.
Satisfaction level No. of customer %
Satisfied 09 08%
Very satisfied 82 73%
Neither S. nor D.S 12 11%
Dissatisfied 09 08%
Very dissatisfied 0 0%
[Figure No.1.18]
INTERPRETATION – As per above pie chart 8% of customers are satisfied,
73% of customers are very satisfied with after sales service with their existing
brand’s devices, and only customers 8% are dissatisfied. The common inference
is that maximum no. of customers are very satisfied with after the sales service.
8%
73%
11%8%
0%
No. of customer
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.4 (E)- Satisfaction level on frequency of break down in a
month.
Satisfaction level No. of customer %
Satisfied 99 86%
Very satisfied 06 05%
Neither S. nor D.S 09 08%
Dissatisfied 0 0%
Very dissatisfied 01 01%
[Figure No.1.19]
INTERPRETATION – As per above pie chart 86% of customers are satisfied with
frequency of breakdown, 6% very satisfied, 8% of customers are neither satisfied
nor dissatisfied.
86%
5%8%
0% 1%
No. of customer
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.4 (E)- Satisfaction faction level for quality of printing with existing
devices.
Satisfaction level No. of customer %
Satisfied 88 77%
Very satisfied 21 18%
Neither S. nor D.S 01 01%
Dissatisfied 04 03%
Very dissatisfied 01 01%
[Figure No. 1.20]
INTERPRETATION – As per above pie chart 77% of the customers are satisfied
with print quality and 3% of customers are dissatisfied with their existing devices.
77%
18%
1%
3%
1%
No. of customer
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.4 (F)- Satisfaction level for running cost.
Satisfaction level No. of customer %
Satisfied 95 83%
Very satisfied 07 06%
Neither S. nor D.S 08 07%
Dissatisfied 05 04%
Very dissatisfied 0 0%
[Figure No. 1.21]
INTERPRETATION – From the above pie chat 83% customers are satisfied, 6%
are very satisfied, 7% neither satisfied nor dissatisfied and 4% of customers are
dissatisfied with running cost of their existing devices.
83%
6%7%
4% 0%
No. of customer
Satisfied
Very satisfied
Neither S. nor D.S
Dissatisfied
Very dissatisfied
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Q.5- Does your organization have any expansion plan?
Option No. of customers %
Yes 37 32%
No 78 68%
[Figure no.1.22]
INTERPRETATION – From the above pie chart [Figure no.1.22] 32%
organizations are having expansion plan and 68% of the organizations are nothaving any expansion plan.
32%
68%
No. of customers
Yes
No
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Q.6. Do you have plan to purchase any new devices?
Option No. of customers %
Yes 46 37%
No 78 63%
[Figure No. 1.23]
INTERPRETATION –
As per pie chart 37% organizations are indented to purchase new devices and
remaining 63% organization doesn’t have any purchase plan.
Q.7. If, Yes then which device you are willing to purchase?
37%
63%
No. of customers
Yes
No
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Devices No. of plan to purchase
Photocopy machine 0
Printer 15
Scanner 05
MFP(all in one) 23
[Figure No.1.24]
INTERPRETATION –
As per pie chart 53% of the customer are willing to purchase MFP and 35 % want
only printer , 12% are willing to purchase scanner and there is no demand for
photocopier. The common inference is that now a day’s customers are focusing
on MFP devices.
0%
35%
12%
53%
No. of plan to purchase
Photocopy machine
Printer
Scanner
MFP(all in one)
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Q.9. When you are intend to purchase?
Intend to purchase No of customer %
<30 days 01 02%
<60 days 02 05%
<90 days 02 05%
After 90 days 35 88%
[Figure No. 1.25]
INTERPRETATION – As per pie chart 88% percent of the customers are intent
to purchase after three months, 2% in less than 30 days, 5% less than 60 days
and again 5% customers are willing to purchase devices less than three months.
2% 5%5%
88%
No of customer
<30 days<60 days
<90 days
After 90 days
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Q.10. Awareness of latest product and services o offered by Xerox India
limited.
Options No. awareness %
Yes 34 30%
No 81 79%
[Figure No. 1.26]
INTERPRETATION - As per above pie chart 70% of the customers are not
aware about latest products and services offered by Xerox India Limited, only
30% of the customers are aware.
30%
70%
No. awareness
Yes
No
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Q.10. No. of customers willing to meet Xerox representatives to discussing
and implementing a cost effective document solution.
Option No. of customers %
Yes 51 44%
No 64 56%
[Figure No. 1.27]
INTERPRETATION –
As above pie chart is indicating that 44% customers are willing to meet Xerox
representatives to implement and discuss the effective document solution within
organization .And 56% are not willing to meet.
44%
56%
No. of customers
Yes
No
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CHAPTER5 FINDINGS
RECOMMENDATIONS
CONCLUSIONS
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FINDINGS
1 -: Most of the customers are not aware about the products and services offered
by Xerox India Limited. Even most of the people don’t know that Xerox is the
brand name, Xerox is the company, they think that Xerox means only photocopy.
I met a customer he said just before some days I purchase a Xerox machine of
Canon brand, that means name is Xerox but instead of it Canon machine is
being sell.
2-: After survey the customers are giving priority to quality, price is not a
consideration, even though they are hesitating to purchase Xerox products, is the
reason behind Xerox products usage or word of mouth for Xerox is not good.
Compare to HP and Canon products, Xerox products are not displayed widely in
market.
3-: HP is the market leader in each of its offered printing product in market
whether it printer, scanner, fax or else MFP device, excepted photocopier.
4-: Canon is market leader in photocopier segment.
5-: Customers are willing to purchase quality product. Price is not a
consideration.
6-: Now day’s customers are not giving that much importance to brand name.
7-: Xerox has appeared in the market like an English vocal.
8-: Existing customers of XEROX are not satisfied with service quality.
9-: customers are happy with their existing brand devices.
.
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RECOMMEANDTIONS-
Market awareness- Xerox needs advertisement and promotional strategy to
create awareness of its product and services.
Concentrate on pricing strategy – Xerox need to focus on pricing strategy
because of competitors pricing strategy.
Retaining to existing customers - Xerox must retain its existing customers by
giving best service quality.
After sale service- Xerox after sale service is very poor, if they improve on this
ground, then it will recover its market share again. the customers are switching
over to other companies due to this reason only.
Measuring customer satisfaction- Xerox is lagging behind in the market
because of this reason. If they focus on measuring customer satisfaction, then
they can again achieve its position.
Complaint department- Xerox should introduce a complaint department. As it is
having only servicing centers they are not responding properly as said by the
customers. So they should make a point on this.
New offers time to time- Xerox being a brand, never allow any discounts or
offers. To make customers, or sell the products, they must introduce some offers
or discount plans to increase sales graph.
Attracting to new customers- Company can give attractive gifts to attract new
customers.
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Learning’s
During my 42 days STP I have learnt the following things-
How to prepare formal questionnaire for market research.
It gives me a great opportunity to develop my management skill,
knowledge and my positive attitude.
I learnt how to talk, how to walk and how to behave in the organization.
How to approach and convince to right person within a short period of time
for responding.
How to convince different people to collect information.
Strategy Adopted By Me During The Course of Training :
1. Preparing a questionnaire-
It was the first step taken by me. After forming the questionnaire, i started
collecting the data in Hyderabad.
2. Finding out right person in the organizational –
After forming the questionnaire, I had started to visit in allotted territory to
meet the IT manager or else Admin manager regarding collecting the
certain data.
3. Gathering information about existing machine in organization-
By doing this we are getting information about the competitors of Xerox,
here I used to asked details about the existing machines, how long they
have purchased that, what about their satisfactory level & other related
questions.
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4. If I found there is a requirement so I suggested them to replace that
machine or exchange it with new one-
If I was getting opportunity related to new purchase there, I suggested
Xerox.
5. I focused on MFDs & Laser Printer of Xerox India Ltd-
Some companies are still there who are not having MFDs, there I mainly
focusing on them to purchase MFDs
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Conclusion
According to my survey I conclude following things -
H.P. is the market leader in Printer, fax, and M.F P’s market in Hyderabad.
Canon is the market leader in photocopier segment.
This research helps me to improve my hidden potential to succeed in my
carrier.
It helps me to use my theoretical knowledge in practical.
On a personal side it gives me a chance to understand different peoplemindset and different kinds of consumer behavior.
From this project I learn how to prepare Questionnaires and how to search
loyal customers for our company.
I learnt how to convince customers for purchase of Xerox products.
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CHAPTER
6QUESTIONNAIRE
VISITED COMPANIES LIST
BIBLIOGRAPHY
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sQUESTIONNAIRE ON MARKET DYNAMICS AND CUSTOMERS SATISFACTION
1. Are you using any of the following devices?
Sl. No. Name of Devices Name of Brand Model No. Year of Purchase
1 Photocopier
2 Printer
3 Scanner
4 Fax Machine
5 MFD
2. What is your AMPV (average monthly printing/copy volume)?
< 5000 5000-10000 10000-15000 >15000
Black & white
Color
Average photocopy volume
< 5000 5000-10000 10000-15000 >15000
Black & white
Color
3. Please rate the following factors in the order of preference while making a decision?
Priority of the following [rank them from 1-4]
A. Price
B. Quality
C. Speed
D. Brand Name
Respondent Name
Company
Address
Telephone No
e-mail of the Organization
Average print volume
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4. Mark the following according to your satisfaction level on your current devices.
SL. NO. FACTORS Very
satisfied
Satisfied Neither S.
nor D.S
Dissatisfied Very Dissatisfied
1 Overall satisfaction
2 Ease of use
3 Response time
4 After Sales Service
5 Quality of repairing
6 Frequency of break down
7 Quality of printing
8 Running cost
5. Does your organization have any expansion plans?
a. Yes b. No
q
6. Do you have any plan to purchase any new devices?
a. Yes b. No
7. If yes, then which devices?
a. photocopy machine b .printer c. scanner d. MFP
8. When do you intend to purchase?
a. <30 days b. <60 days c. <90 days d. after 90 days
9. Do you prefer to have demo before purchase of devices?
a. Yes b. No
10. Are you aware of products & services offered by Xerox India ltd?
a. Yes b. b. No
11. If No, would you like to meet the Xerox Representatives…………………………….s
Customer Remarks....................................................................................................
12. Organization Structure
POSITION MD Head of Finance Head of purchase Head of Admin Head of MIS
NAME
Remarks……………………………………………………………………………………………
(Signature of Respondent) (Signature of Interviewer)
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During STP the fallowing companies has been visited for collecting data.
1. ITC S.A road secunderabad 040-452345454
2. Bharathi Cement ,Banajara hills Hyderabad
3. Bheema cement
4. Wikisoft technology LTD 040-64564440
5. Green India ltd. 040-6464400
6. Dreams media solution,Ameerpet 9885790434
7. Tradewell commodities PVT.LTD 040-23541256
8. Vikram Hospital Cyberabad 040-2311123
9. High Radios 9000830389
10. Oriental bank of commerce Madhpur 040-23100400
11. Soma software solution 040-31902789
12. Aquamall water solution 040-23073108
13. Anjani supply chain solutions, Kukatpalli 040-6450383
14. Narayana college, Kukatpalli 040-2342893515. Radio city 91.9 FM, Bajara Hills 040-66991100
16. MYK Laticrete, Banjara Hills 9393432440
17. Shri Aparajita Developers LTD, Banjara Hills 040-23386369
18. Bharathi Cement 07702301968
19. Sameer Pramoters& Resort 040-66100731
20. R.L.P Securities 040-27125983
21. Life Style, Banajara Hills 040-65402353
22. Wiki Instruments LTD 040-65219954
23. Muthhoot Finance, Bajara Hills
24. M/S. Traxun towers India LTD 040-64521056
25. Metlife, S.R nagar 040-66291700
26.
27. Urban Development Research Institute 040-40119927
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28. Lumini Construction 040-23310497
29. Kirloskar Electronic company LTD 040-23310497
30. Pitti Lamination, Somajiguda 040-2331768
31. VISU International LTD, Somajiguda 040-23399241
32. Halcyon Technology 040-30784550
33. Bheema Cement LTD, Somajiguda 040-23423270
34. M.Bhask Rao&Company, Somajiguda 040-23311245
35. Survanshi Spining LTD 040-30512700
36. JSW steel Limited,S.P.Road Paitany 040-27846679
37. JNTU University, Kukatpalli 04027846679
38. Allana LTD,Paitany 040-2781154
40. TATA Steel, Patany
41. Ramky Reclamation&Recyling LTD. Patany 040-27848861882
42. Sufair Express cargo& Logistic,Begumpet 040-64528752
43. Ashok Layland ,S.D road Secunderabad 040-40662000
44. IFFCO TOKIO, S.D.Road secunderabad 040-277189
45. Uniglobe Travels Ltd,S.D road Secunderabad 040-2780681
46. NCC Infra, Banjara Hills Hyderabad 040-23328446
47. INDOTEQ office automation system,
Begumpet
040-27767666
48. Capital fortune private limited, Banjara Hills 040-23302212/6/7/8
49. Techno Brain, Banjara Hills 040-30990202
50. Sika Distribution 07396506961
51. SIDDI VINAYAK PVT LTD, AMEERPET, HYD 040-66446991
52. CMC limited 040-66758595
53. I Logic technologies 040-6662646
54. Sri sai karthikaya Pvt Limited 040-66841414
55. Bhashyam Developer 040-665564442
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56. Welly technologies 040-400358559
57. Dream India solutions 040-66686818
58. Data warehousing technologies 040-6646988
59. I CON inc 040-40201063
60. Acer engineering Pvt.Limite, Jubli hills Hyd. 040-2355030
61. Vinsy technology, Madhpur Hyd. 040-6534475
62. Bridge consulting, Madhpur Hyd. 040-6456434
63. New era consulting, Madhpur Hyd. 040-439679
64. Genex technologies Pvt Ltd. Madhpur Hyd. 040-56778
65. BDO consulting, Madhpur Hyd. 040-42007771
66. Uniscript solution, Kukat palli Hyd. 040-2007771
67. Shrike group of companies 040-2784666
68. Cauvery iron & steel Ltd. S.P. road Hyd. 040-2784173
69. Surya laxmo cotton mills Ltd. Secunderabad. 040-2782985
70. Reliance communication Ltd. 040-3033106
71. Vijay iron Ltd.Prasanti nagar Hyderabad 040-2307535
72. Squide design system Ltd. S.R, nagar Hyd. 040-4011976
73. NIIT S,R nagar Hyderabad 040-27136492
78. Bajaj Allianz insurance.A.S rao nagar Hyd. 040-64520082
79. Osis instruments company 040-4002529
80. Sahara travels Lakadi ka pool Hyd. 040-2329848
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BIBILIOGRAPHY
1. Dr Kothari C R (2008) Research Methodology: Methods and Techniques Wishwa
Prakashan Publishers ,Delhi
2. Philip Kotler and Kevin Lane Keller (2005), Marketing Management Twelfth
Edition, Prentice Hall, Delhi.s
3. Martin Tina; Sam Manaberi, Vol 2 [2005] distribution channel , Indian Journals
4. Jim Blythe (1999) The Essence of distribution channel , Prentice Hall PTR
5. The ICFAI Journals of Service Marketing (March 2008) Vol. 6,No.1, pp. 40 – 50,
India.
6. Bolton, R.N, Kannan, P.K.Bramlett, M.D (2002), Implications of loyalty program
membership and service experiences for customer retention and value, Journals
of the Academy of Marketing Science.
7. Singh J,(2002), Customer Satisfaction and Loyalty judgment, Journals of
Academy od Marketing Management, pp.18-35
8. Payne Adrian (1998) Marketing Plans For Service Business
9. Sharma N, Sharp A,(1999), the impact of communication effectiveness and
service quality on relationship commitment in consumer, professional services,
The Journal of Marketing Management.
10 . www.TRAI.com
11. www.wikipedia.com/ xeroxindiapvt.ltd.
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