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PROJECT/TRAINING REPORT A report submitted to Delhi Business School, New Delhi as a part of fulfillment of MBA +PGP Post Graduate Program (Industry Integrated) training in

MARKET STRATEGIES OF HP PRODUCTS & SERVICES

i n Submitted to:

v

e

n

t Submitted By:

Director Academics

Gurinder Singh

Delhi Business School

Batch- spring July (08-10)

New Delhi

Semester:- II Roll No.-DBS/08-10/S-139

Internal Guides

Punjab Technical University

Mrs. Sweta Seth Mrs. Sarita Pattnaik

B-11/58 M.C.I.E., Mathura Road, New Delhi Website: www.dbs.edu.in

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ACKNOWLEDGEMENT At the outset, I would like to place on record my gratitude to all those who have been instrumental in shaping up this project with their guidance and inspiration. I express my hearty respect and profound thanks to Mr. V.N. Jatwani (Director, Digitech Services Pvt. Ltd.) for their valuable guidance in completing my project. I am deeply indebted to Mr. Harish (Senior Officer, Digitech-eservice), whose sincere cooperation in directing and guiding me enabled the project to assume its systematic shape. I am also thankful to all the employees of Digitech who guided me on various aspects during the project. I am also grateful to Mr. Prem Kumar (Head of Digitech-eservices) his constant inspiration, supervision and guidance for this work has helped me immensely to present the work in a nice way. Last but not the least I must express my gratitude to my family and various friends who gave moral support for completing this project work.

GURINDER SINGH

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TABLE OF CONTENT 1.INTRODUCTION •

Executive summery of HP company

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History of Company

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Products of company

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2.OBJECTIVE AND MISSION •

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HP corporate objectives and shared values 

Shared Values



HP corporate objectives

•

Technology contributed by HP

•

Mission of company

3. DETAILS OF SERVICES AND ITS FEATURES •

Care pack services

•

Outsourcing services

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4. RESEACH METHODOLOGY

71

5. MARKETING STRATEGIES

73

6. COMPETITORS

76

7. MARKET SHARE POSITIONS

78

8. ACHIEVEMENT

80

9. FUTURE PROSPECTS

81

10. ANALYSIS & INTERPRETATION

83

11. SUGGESTIONS/ RECOMMENDATIONS

90

12. CONCLUSION

91

13. BIBLIOGRAPHY

92

14. ANNEXURE

93

15. QUESTIONNAIRE

101

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PREFACE Marketing should not be looked upon in a vacuum or in isolation. It is an essence taking a view of the whole business organization and its ultimate objective concern for marketing must penetrate all areas of the enterprise. Market survey in today’s competitive world is a must for every organization. This project is a study of market potential of HP invent. The rational behind this particular study is to find out the present market scenario of various brands & to find out the corporate need and perception. It was a pleasurable experience to conduct a research on behalf of DIGITECH SERVICES PVT. LTD. pertaining to the study of the COMPUTER & PRINTERS CAREPACK, CALL LOGGING, DIRECT SELLING. To carry out this research a sample study was pursued where the target was made to the people of Delhi region. Various statistical and analytical tools and techniques are applied to ascertain and depict the present scenario. Conclusion and there by recommendation has been arrived at by proper and justified interpretation of the result derived from the above said analytical tools and techniques.

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1. INTRODUCTION EXECUTIVE SUMMERY OF HP COMPANY HP is a technology company that operates in more than 170 countries around the world. We explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers live and work. No other company offers as complete a technology product portfolio as HP. We provide infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. We offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing. This comprehensive portfolio helps us match the right products, services and solutions to our customers' specific needs.

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Fast facts • HP was founded in 1939. • Corporate headquarters are in Palo Alto, Calif. • Mark Hurd is president and CEO. • HP is among the world's largest IT companies, with revenue totaling $118.4 billion for fiscal 2008. • HP's 2009 Fortune 500 ranking: No. 9. »

Contribution HP strives to be an economic, intellectual and social asset to each country and community in which we do business. Key areas of contribution are electronic waste, raising standards in our global supply chain and increasing access to information technology.

Technology leadership HP's three business groups drive industry leadership in core technology areas: • The Personal Systems Group: business and consumer PCs, mobile computing devices and workstations • The Imaging and Printing Group: inkjet, LaserJet and commercial printing, printing supplies, digital photography and entertainment • The Technology Solutions Group: business products including storage and servers, EDS, managed services and software Growth HP is focused on three technology shifts that have the power to transform our customers' lives and businesses. • Next-generation data center Always on, always connected mobile computing • Ubiquitous printing and imaging

HISTORY OF COMPANY 7

Stanford University classmates Bill Hewlett and Dave Packard founded HP in 1939. The company's first product, built in a Palo Alto garage, was an audio oscillator—an electronic test instrument used by sound engineers. One of HP's first customers was Walt Disney Studios, which purchased eight oscillators to develop and test an innovative sound system for the movie Fantasia.

Follow HP as it View in-depth evolves through the descriptions and years. photos of notable products from the » HP interactive collection of the HP timeline Archives. » Virtual museum

Follow HP's efforts to preserve for future generations its most famous piece of real estate — the HP garage. » HP Garage

PRODUCTS OF HP

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PRINTERS & SERVERS

DESKTOP & LAPTOPS

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2. OBJECTIVE AND MISSION HP corporate objectives and shared values It is necessary that people work together in unison toward common objectives and avoid working at cross purposes at all levels if the ultimate in efficiency and achievement is to be obtained." — Dave Packard

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HP's Corporate Objectives have guided the company in the conduct of its business since 1957, when first written by cofounders Bill Hewlett and Dave Packard.

COMPANY SHARED VALUES • Passion for customers We put our customers first in everything we do.

• Trust and respect for individuals We work together to create a culture of inclusion built on trust, respect and dignity for all.

• Achievement and contribution We strive for excellence in all we do; each person's contribution is critical to our success.

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• Results through teamwork We effectively collaborate, always looking for more efficient ways to serve our customers. Speed and agility We are resourceful and adaptable, and we achieve results faster than our competitors.

• Meaningful innovation We are the technology company that invents the useful and the significant.

• Uncompromising integrity We are open, honest and direct in our dealings.

COMPANY CORPORATE OBJECTIVES •

Customer loyalty: We earn customer respect and loyalty by consistently providing the highest quality and value.

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Profit: We achieve sufficient profit to finance growth, create value for our shareholders and achieve our corporate objectives.

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Growth: We recognize and seize opportunities for growth

that

builds

upon

competencies.

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our

strengths

and

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Market leadership: We lead in the marketplace by developing and delivering useful and innovative products, services and solutions.

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Commitment to employees: We demonstrate our commitment to employees by promoting and rewarding based on performance and by creating a work environment that reflects our values.

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Leadership capability: We develop leaders at all levels who achieve business results, exemplify our values and lead us to grow and win.

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Global citizenship: We fulfill our responsibility to society by being an economic, intellectual and social asset to each country and community where we do business.

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TECHNOLOGY CONTRIBUTION BY HP In 1966, Bill Hewlett and Dave Packard decided to create a central research lab for HP to free scientists from day-to-day business problems so they could focus on ideas that would help shape the company's future. HP Labs has a long history of technical achievements including such well-known early innovations as pocket scientific calculator (1972), thermal inkjet printing (1984) and RISC architecture (1986). In the past two decades, our contributions have ranged from optical sensing technology used in cordless mice (1998), to the world's first molecular logic gate (1999), a fundamental step in the creation 14

of chemically assembled electronic nano computers, to Jena, the most popular toolkit for Semantic Web developers (2000). HP Labs began its pioneering work in what is now known as sustainable IT in 2000, resulting in hundreds of patents and several HP products, including Dynamic Smart Cooling (2006) which reduces data center cooling costs by 25 to 40 percent. » HP Labs timeline (1966-2006) » 40 years of contribution (history)

MISSION OF COMPANY Hewlett-Packard's Mission Statement: •

Customer loyalty :  To provide products, services and solutions of the highest quality and deliver more value to our customers that earns their respect and loyalty.  Underlying beliefs supporting this objective: Our continued success is dependent on increasing the loyalty of our customers.  Listening attentively to customers to truly understand their needs, then delivering solutions that translate into customer success is essential to earn customer loyalty.  Competitive total cost of ownership, quality, inventiveness, and the way we do business drives customer loyalty. 15

•

Profit :  To achieve sufficient profit to finance our company growth, create value for our shareholders and provide the resources we need to achieve our other corporate objectives.  Underlying beliefs supporting this objective:  Profit is the responsibility of all.  Balance of long-term and short-term objectives is key to profitability.  Profit allows us to reinvest in new and emerging business opportunities.  Profit is highly correlated to generating cash, which brings more flexibility to the business at a lower cost.  Profit enables the achievement of our corporate objectives Market leadership

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 To grow by continually providing useful and significant products, services and solutions to markets we already serve-and to expand into new areas that build on our technologies, competencies and customer interests.  Underlying beliefs supporting this objective: There are more places we can contribute than we will be capable of contributing: We must focus.  To be average in the marketplace is not good enough, we play to win.  We must be No. 1 or No. 2 in our chosen fields. • Growth

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 To view change in the market as an opportunity to grow; to use our profits and our ability to develop and produce innovative products, services and solutions that satisfy emerging customer needs.  Underlying beliefs supporting this objective: Growth comes from taking smart risks, based on the state of the industry-that requires both a conviction in studying the trends, but also in inducing change in our industry.  Our size (and diversity of businesses) gives us ability to weather economic cycles and turn them to our favor.

•

Employee commitment  To help HP employees share in the company's success that they make possible; to provide people with employment opportunities based on performance; to create with them a safe, exciting and inclusive work environment that values their diversity and recognizes individual contributions; and to help them gain a sense of satisfaction and accomplishment from their work.  Underlying beliefs supporting this objective: HP's performance starts with motivated employees; their loyalty is key.

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 We trust our employees to do the right thing and to make a difference.  Everyone has something to contribute: It's not about title, level or tenure. An exciting, stimulating work environment is critical to invention.  A diverse workforce gives us a competitive advantage. Employees are responsible for lifelong learning.

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Leadership capability  To develop leaders at every level who are accountable for achieving business results and exemplifying our values.  Underlying beliefs supporting this objective: Leaders inspire, foster collaboration and turn vision and strategies into action-with focused, clear goals.  Effective leaders coach, relay good news and bad, and give feedback that works.

Leaders demonstrate self-awareness and a willingness to accept feedback and continuously develop.  Leaders speak with one voice and act to eliminate busy work. 

• Global citizenship

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Good citizenship is good business. We live up to our responsibility to society by being an economic, intellectual and social asset to each country and community in which we do business.  Underlying beliefs supporting this objective: The highest standards of honesty and integrity are critical to developing customer and stakeholder loyalty.  The betterment of our society is not a job to be left to a few; it is the responsibility to be shared by all. This objective is essential to delivering on the brand promise. 

3. DETAILS OF SERVICES AND ITS FEATURES CARE PACK SERVICES

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The solution to flexible, reliable IT is simple: HP Care Pack Services. Choose expert advice and personalized IT support across the entire IT lifecycle. It’s good for business, budgets and results, and simply the service that suits you – at a price you can afford.

CARE PACK DETAILS FOR LAPTOP & PRINTERS We are providing hp care pack services for laptop & printers. The price for laptop Rs.6500/- for two years. Physical damage and battery are not included in this service under this situation. We extend warranty of the unit & we provide same services for next two years. Customer can take services in any service centre of hp. This is valid only under the warranty period and a part from this if warranty period has been finished then we look in to the situation and then react as per them.

PRINTERS SERVICES

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For the printers we are also providing care packs under the warranty period but for the printers we do not recover the cartridge Ink and physical damages. We are providing services of printers, laptops and servers on side and off side warranty. Under on side warranty we charge 500 Rs extra to the off side charges.

SUPPORT & SERVICES

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Count on the professionals at HP Services to help you cut the cost and complexity of supporting hardware, software, and network environments across your enterprise. We offer a comprehensive portfolio of business support services and technical support services for environments of all sizes and all types. We can simplify your life with single-point-of-accountability lifecycle support; rapid-response coverage around the clock and around the world; and flexible service plans to suit your needs and budget. HP Services offerings range far beyond standard product support to: deployment services for risk-reducing installation and startup, implementation, and integration; availability services to help you proactively reduce downtime and meet your service-level commitments through industry-leadership in mission critical environments; performance services providing objective technical assistance to help you make the most of your IT investments; and innovative support management services such as HP Integrated Support to complement your internal capabilities with proven multivendor expertise

SEVICES PROVIDE THROUGH 22

HP Care Pack Services by Service Hardware Support Mission-Critical & Proactive » 6-Hour Call-to-Repair Support » 4-Hour 24x7 Same Day » Critical Service » 4-Hour Same Business Day » Proactive 24 » Accidental Damage Protection » HP Proactive Blade System Service » Next Business Day Education Services » Next Business Day Support for » Education Travelers Data Center Project Services » Next Day Exchange » Deployment Services » Return Service » Migration Services » Pick-Up & Return Data Center Operational » Maintenance Kit Replacement Services » Server Operation Services » One-Time Replacement » Storage Operation Services Software Support » Software Operation Services » 24x7 Technical Support Data Center Optimization » Technical Support Services » Software Product Updates » Infrastructure optimization Hardware + Software Support assessment services » Support Plus » IT security & risk assessment » Support Plus 24 services » ITSM Assessment Service » Power & Cooling Assessment services

1. Hardware Support 23

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6-Hour Call-to-Repair Hardware Support

Keep availability high with responsive committed-repair-time service. This cost-effective HP Care Pack Service helps you minimize system downtime due to hardware failure. It features a commitment to resolve hardware problems within 6 hours from the time your service call is received. (Please note repair-time restrictions below.) When you experience system problems, your call is immediately connected to an HP-certified resolution engineer for troubleshooting. If your problem cannot be resolved remotely, an experienced support professional is dispatched to your site to begin hardware repair activities. Choose 6-Hour Call-to-Repair support when you need to: Be confident of efficient hardware repair within a specified timeframe • Boost productivity via increased hardware system uptime • Enjoy consistent hardware support levels across your MPE, HP-UX, Windows NT, NetWare, or mixed environment (limited to Windows NT in the U.S) • Obtain easy-to-buy, easy-to-use extended warranty services • Enhance IT resource planning and IT staff efficiency •

Service highlights 24

Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution. • Onsite hardware support - For critical issues that cannot be resolved remotely, an HP-certified customer engineer is sent to your site to return your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials. • 6-hour repair-time commitment: HP commits to correcting hardware malfunctions in less than 6 hours from your initial call to the HP Response Center; available up to 50 miles (80km) from a primary HP support office; (8-hour commitment for systems located within 51-100 miles (81-160km) of a primary HP support office). • Round-the-clock coverage - Service is available 24x7x365. • Upfront server audit - After you purchase and register your HP Care Pack, HP Services collects key system configuration information and inventories covered equipment to streamline troubleshooting and repair of any future server hardware problems. • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties. •

Optional Defective Media Retention Service - A standard hardware warranty or service contract requires payment for a replacement part if a defective one is not returned to HP. This option lets you protect sensitive data by keeping your defective disk, without paying for the replacement. •

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4-Hour 24x7 Same Day Hardware Support

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Responsive service coverage available whenever you need it. Increase equipment availability and productivity with round-theclock onsite and remote support for your HP hardware, as well as selected multivendor equipment. This flexible HP Care Pack Service covers desktops, workstations, servers, storage systems, and network equipment. Choose 4-Hour 24x7 Same Day Hardware Support when you need to: Extend your hardware warranty coverage with prompt, anytime service for key systems and devices • Obtain easy-to-buy, easy-to-use onsite services • Improve hardware performance and uptime • Increase the return on your HP and multivendor hardware investments • Enjoy consistent service coverage across geographically dispersed sites •

Service highlights Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution. • 4-hour onsite response 24x7x365 - For issues that cannot be resolved remotely, an authorized HP Services representative arrives at your site within 4 hours after your call has been logged. Service is available around-the-clock every day, including all holidays. HP Services returns your covered hardware to operational condition, repairing or replacing •

components or entire units as necessary. Your coverage includes all required parts and materials. 26

Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties. •

Optional Defective Media Retention Service - A standard hardware warranty or service contract requires payment for a replacement part if a defective one is not returned to HP. This option lets you protect sensitive data by keeping your defective disk, without paying for the replacement. •

•

4-Hour Same Business Day Hardware Support

Prompt service coverage during standard or extended business hours Increase equipment availability and productivity with rapidresponse onsite and remote support for your HP hardware, as well as selected multivendor equipment. This flexible HP Care Pack Service covers desktops, workstations, servers, storage systems, network equipment, and printing. Choose 4-Hour Same Business Day Hardware Support when you need to: Extend your hardware warranty coverage with prompt service for key systems and devices • Obtain easy-to-buy, easy-to-use onsite services • Improve hardware performance and uptime • Increase the return on your HP and MultiFinder hardware investments •

•

Enjoy consistent service coverage across geographically dispersed sites •

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Service highlights Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution. • 4-hour onsite response - For issues that cannot be resolved remotely, an authorized HP Services representative arrives at your site within 4 hours after your call has been logged, if this time falls within your contracted service window. HP Services returns your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials. • Coverage window options- Standard business hours, standard business days: Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays - Extended business hours, standard business days: Service is available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties •

•

Accidental Damage Protection

Better-than-insurance coverage for notebooks and handhelds HP Accidental Damage Protection helps you avoid out-of-pocket repair or replacement costs caused by accidents that may occur during normal operation of your mobile computing products.

This easy-to-use HP Care Pack service offers enhanced hardware protection that is far more than “just insurance.” It provides convenient off-site pick-up and return or on-site service*. There is 28

no deductible, no depreciation. And you enjoy prompt return of a working unit. Service Highlights Remote problem diagnosis and support — Local telephone and electronic support using HP remote support tools isolate your problem and help streamline resolution. Parts and materials — Includes all labor and HP-supported parts required to return your covered hardware in operating condition, or replacement of the device if it cannot be repaired. Coverage window — Service is available 8:00 am - 5:00 pm local time Monday through Friday (excluding HP holidays), or during standard business days and hours in the country where service is requested**. PLEASE NOTE: Accidental Damage Protection is not a standalone service. It is designed to complement HP Care Pack hardware maintenance offerings including onsite services and Pick-up and Return Service, which are obtainable separately. *Depending on country-specific capabilities and complementary service purchased *Coverage windows are subject to local availability.

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Next Business Day Hardware Support

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Expert next-day service - with your choice of coverage windows Increase equipment availability and productivity with high-quality onsite and remote support for your HP hardware, as well as selected multivendor equipment. This flexible HP Care Pack packaged service covers desktops, workstations, servers, notebooks and laptops, network equipment, and printing. Choose Next Business Day Hardware Support when you need to: Extend your hardware warranty coverage for key systems and devices • Obtain easy-to-buy, easy-to-use onsite services • Improve hardware performance and uptime • Increase the return on your HP and multivendor hardware investments • Enjoy consistent service coverage across geographically dispersed sites •

Service highlights Remote problem diagnosis and support - HP Services uses electronic remote support tools to isolate your problem and facilitate resolution. • Next business day onsite response - For issues that cannot be resolved remotely, an authorized HP Services representative arrives at your site the next day after your call has been logged and for which you have a contracted service window. HP Services returns your covered hardware to operational condition, repairing or replacing components or entire units as •

necessary. Your coverage includes all required parts and materials. 30

Coverage window options- Standard business hours, standard business days: Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays - Extended business hours, standard business days: Service is available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays - 24x7: Service is available round-the-clock, including all holidays • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties. •

Optional Defective Media Retention Service - A standard hardware warranty or service contract requires payment for a replacement part if a defective one is not returned to HP. This option lets you protect sensitive data by keeping your defective disk, without paying for the replacement. •

•

Next Business Day Hardware Support for Travelers

Obtain multi-country coverage with a single support package. HP Next Business Day Hardware Support for Travelers gives mobile computer users a one-stop solution for prompt, reliable remedial services in more than 85 countries around the world.

This easy-to-use HP Care Pack Service offers local-language remote problem diagnosis and next-business-day onsite response times. Coverage spans HP and Compaq branded mobile hardware 31

products and HP-supplied internal components, plus attached accessories purchased with the main product. Service highlights Remote problem diagnosis and support — Local telephone and electronic support using HP remote support tools isolate your problem and help streamline resolution. •

Next business day onsite response — For issues that cannot be resolved remotely, an HP-authorized representative arrives at your site the next business day after your call has been logged and for which you have a contracted service window*. Your covered hardware is returned to operational condition, with components or entire units replaced as necessary. Your coverage includes all required parts and materials. •

Parts and materials — HP provides HP-supported parts and materials needed to maintain your covered hardware in operating condition, including parts and materials for recommended engineering improvements. •

Coverage window — Service is available 8:00 am - 5:00 pm local time Monday through Friday (excluding HP holidays), or during standard business days and hours in the country where service is requested**. •

*Response times are contingent on distances from HP support offices and subject to local availability. *Coverage windows are subject to local availability.

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Next Day Exchange Hardware Support

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A convenient, cost-effective alternative to onsite hardware repair Replace failed hardware units quickly and conveniently with HP Services' reliable next-day exchange service. This easy-to-use HP Care Pack extended warranty service gives you a cost-efficient alternative to onsite repair for HP products. A permanent replacement unit is shipped overnight via premium airfreight to your location. Shipping charges - for both the returned and replacement products - are prepaid by HP. Replacement units are new or refurbished to like-new condition.

Next Day Exchange is particularly suitable for products that do not carry critical data or in instances when your data can readily be restored from back-up devices. Choose Next Day Exchange Hardware Support when you need to: Replace defective hardware the day after it goes down • Take advantage of convenient door-to-door pick-up and delivery • Rapidly access over-the-phone problem diagnosis and technical support • Find a cost-saving alternative to onsite hardware support •

Service Highlights Remote problem diagnosis and support - HP Services works with you to isolate hardware problems and help with •

Product installation, resolution.

configuration,

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setup,

and

problem

Next-day exchange - If the problem cannot be resolved remotely, we replace your failed product with a new or equivalent-to-new product free of major cosmetic defects. Nextday delivery of replacement products is available for calls received before 2:00 pm local time. Your permanent replacement unit will be delivered by 10:30 am the following business day in most areas within the continental US. Service within 1 to 2 days is available in selected areas of Alaska and Hawaii. • Standard business hours coverage - Remote telephone support is available 8:00 am-5:00 pm Monday through Friday, excluding holidays. Extended telephone support may be available for selected products. •

•

Hardware Return Service

A value-priced repair or replacement solution This easy-to-use HP Care Pack solution offers quality return-to-HP service with remote telephone support and offsite repair at an HPdesignated repair center. One low price covers equipment repair or replacement, all parts, labor, and return shipment to you. A choice of service levels gives you flexible shipment options. Choose Hardware Return Service when you need: A cost-saving, reliable support solution for products in noncritical business and home environments •

• •

Over-the-phone problem diagnosis and technical support Expert offsite support for HP products

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Service highlights Remote problem diagnosis and support - HP Services professionals work with you to isolate hardware problems and help with product installation, configuration, setup, and problem resolution. • Repair center services - For issues that cannot be resolved remotely, an HP-authorized representative at an HP-designated repair center provides technical support on the failed hardware product, repairing or replacing components or the entire unit as necessary. Your coverage includes all required parts and materials. • Service-level options - HP offers two alternatives for delivering your failed unit to the HP designated repair center: - you deliver or ship the failed equipment yourself - an HP-authorized courier picks up your failed equipment at your site and delivers it to the HP-designated repair facility; calls must be received before 12:00 pm local time for same-day pick-up • Return shipment - An HP-authorized courier returns the repaired or replaced equipment to your location. Return shipment is by first-class ground transportation and usually takes 3-7 days. You may request accelerated delivery for the actual additional cost of the shipment. • Standard business hours coverage - Service is available 8:00 am - 5:00 pm Monday through Friday, excluding holidays. •

• Pick-Up & Return Service

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High-quality door-to-door service This value-priced HP Care Pack offering provides high-quality door-to-door hardware service. It includes telephone support; pickup of your failed HP branded hardware unit; repair or replacement at an HP-designated repair center; and return of the operational unit to you. In addition, the service's Accidental Damage Protection helps you avoid repair or replacement costs due to mishaps that occur during normal operation of your mobile and desktop devices. Choose Pick-Up and Return Service when you need to: Quickly access remote problem diagnosis and technical support • Improve uptime and productivity with prompt repair services • Enhance your standard warranty with Accidental Damage Protection coverage • Obtain consistent, expert hardware support backed by HP •

Service highlights Remote problem diagnosis and support - HP Services professionals work with you to isolate hardware problems and help with product installation, configuration, setup, and problem resolution. • Repair center services - For issues that cannot be resolved remotely, an HP-authorized representative at an HP-designated repair center provides technical support on the failed hardware product, repairing or replacing components or the entire unit as •

necessary. Your coverage includes all required parts and materials. 36

Pick-up by HP - An HP-authorized courier picks up your failed equipment at your site and delivers it to the HPdesignated repair facility. • Return shipment - An HP-authorized courier returns the repaired or replaced equipment to your location. Return shipment is by first-class ground transportation and usually takes between 3 and 7 days. You may request accelerated delivery for the actual additional cost of the shipment. • Standard business hours coverage - Service is available 8:00 am - 5:00 pm Monday through Friday, excluding holidays. • Accidental Damage Protection - Examples of accidental damage against which you are protected include: liquid spills, drops, falls, collisions, electrical surges, damaged or broken LCD, or any accidental breakage. Your unit may have to be repaired or replaced at an HP- designated location, as not all replacement parts may be available locally. •

• Maintenance Kit Replacement

The best preventive medicine for your HP printer When it's time to replace the maintenance kit on your laser printer, you want the peace of mind that comes from knowing the job will be done right. Call on HP Services to make the change quickly and professionally.

An HP-trained technician replaces the kit, cleans your printer, and provides you with a checklist of performed actions. You are 37

quickly back up-and-running with the print quality you've come to expect from HP. Choose HP Maintenance Kit Replacement Service when you need: Properly performed kit replacement that maintains high print quality and lengthens the life of your printer • No-hassle professional replacement and cleaning, scheduled at your convenience • Security that an HP-trained technician will do the job right • One fixed fee - helping you avoid unexpected expenses •

Service highlights • • • •

Per-incident service scheduled at your convenience Next-day onsite response Replacement of maintenance kit and cleaning of printer Checklist of performed tasks

• One-Time Replacement Service Guard against business disruptions caused by printer failures. Protect your increasingly critical printing devices with this innovative HP Care Pack safety-net service. A cost-saving alternative to “unlimited” support programs, it provides for a onetime complete replacement of any covered printer, as well as expert HP telephone support.

This no-hassle service package is quick and easy to use. You enjoy direct access to responsive over-the-phone support during the two38

year service term or until you exercise the replacement option. If a problem occurs, HP support specialists attempt to resolve it remotely. If this effort is not successful, HP arranges to have your defective printer exchanged for a permanent replacement. Replacement products are new or equivalent to new, and free of major cosmetic defects. Coverage is available for selected HP LaserJet printers. It expires after two years, or after your one-time replacement option is exercised. Choose HP One-Time Replacement Care Pack Service to: Protect your business in the event of a printer failure • Rapidly access HP Services over-the-phone problem diagnosis and technical support • Enjoy the convenience of door-to-door product delivery and prepaid return shipping •

Service highlights Telephone technical support - Assistance is available during standard business hours. • Prompt printer replacement - If your problem cannot be resolved remotely, HP ships a replacement unit to your location via premium airfreight carrier free of charge. • Prepaid return shipping - Just pack the defective printer in the shipping box and send it back to HP. •

2. Software Support 39

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24x7 Software Technical Support

All day, every day problem resolution - plus cost-saving software updates HP 24x7 Software Technical Support provides comprehensive round-the-clock services and cost-saving updates to help you enhance the performance and availability of software from HP and other leading vendors. This convenient HP Care Pack service gives your IT team direct access to HP IT Response Centers. Experienced Response Center engineers provide trustworthy advice on issues such as software features and use, problem diagnosis and resolution, and software defect identification. Any member of your IT staff can electronically access essential product and support information. In addition, 24x7 Software Technical Support brings you software updates at substantial subscription savings. This includes new versions of HP and selected third-party software products, patches, and documentation, as well as licensing to use and copy these versions. Choose 24x7 Software Technical Support when you need to: Improve the productivity of system managers and operators Improve system performance and reduce downtime due to software defects

Expedite problem resolution through expert-level technical resources available whenever you need them 40

Enjoy consistent service coverage across geographically dispersed sites Update HP and selected third-party software at a predictable cost Take advantage of subscription savings on software updates Keep your license compliancy up-to-date Service highlights 24x7x365 access to technical resources - Connect with HP Response Center engineers via telephone, electronic communication, or FAX for assistance in resolving software implementation or operations problems. Service is available around the clock every day, including all holidays. • Problem analysis and resolution - HP Services provides corrective support to resolve identifiable and reproducible software product problems, and to help you identify problems that are difficult to reproduce. You can also receive assistance in trouble-shooting problems and setting configuration parameters. • Software features and operational support - HP provides information on the latest product features and known problems and solutions, plus operational advice and assistance. • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties. • Installation advisory - Advisory support is available for help with installation and updating of standalone applications or products installed in a network environment. •

Software updates and licensing - Complete HP and selected third-party software product and documentation updates are available to your system manager. You receive a license to use •

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and copy software product updates for all systems covered by the original software license. • Electronic software information - Access HP's electronic support facility for software patches, a symptom-solution database, product descriptions, specifications, technical literature, and more.

•

Software Technical Support

Rapid problem resolution - plus cost-saving software updates HP Software Technical Support provides comprehensive services and cost-saving updates to help you enhance the performance and availability of software from HP and other leading vendors. Available standard business hours on standard business days, this convenient HP Care Pack service gives your IT team direct access to HP IT Response Centers. Experienced Response Center engineers provide trustworthy advice on issues such as software features and use, problem diagnosis and resolution, and software defect identification. Any member of your IT staff can electronically access essential product and support information. In addition, HP Software Technical Support brings you software updates at substantial subscription savings. This includes new versions of HP and selected third-party software products, patches, and documentation, as well as licensing to use and copy these versions.

Choose Software Technical Support when you need to: •

Improve the productivity of system managers and operators 42

Improve system performance and reduce downtime due to software defects • Expedite problem resolution through expert-level technical resources • Enjoy consistent service coverage across geographically dispersed sites • Update HP and selected third-party software at a predictable cost • Take advantage of subscription savings on software updates • Keep your license compliancy up-to-date •

Service highlights Ready access to technical resources - Connect with HP Response Center engineers via telephone, electronic communication, or FAX for assistance in resolving software implementation or operations problems. • Problem analysis and resolution - HP Services provides corrective support to resolve identifiable and reproducible software product problems, and to help you identify problems that are difficult to reproduce. You can also receive assistance in trouble-shooting problems and setting configuration parameters. • Software features and operational support - HP provides information on the latest product features and known problems and solutions, plus operational advice and assistance. • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-parties. •

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Installation advisory - Advisory support is available for help with installation and updating of standalone applications or products installed in a network environment. • 9x5 coverage - Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays. • Software updates and licensing - Complete HP and selected third-party software product and documentation updates are available to your system manager. You receive a license to use and copy software product updates for all systems covered by the original software license. • Electronic software information - Access HP's electronic support facility for software patches, a symptom-solution database, product descriptions, specifications, technical literature, and more. •

•

Software Product Updates

Enhance user productivity with the latest software versions. HP Software Product Updates support brings you new versions of HP and selected HP-supported third-party software products, patches, and technical manuals. This convenient HP Care Pack service also includes licensing to use and copy the new versions. Updates for third-party and selected HP software products are automatically forwarded to you. You'll be notified when new versions of other HP software products become available, allowing you to choose whether you wish to receive updates. Subscriptionbased purchasing gives you substantial savings vs. the cost of individual software updates. Choose Software Product Updates when you need to:

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Update HP and selected third-party software at a predictable cost • Take advantage of subscription savings on software updates • Have your system managers automatically notified of new software releases • Keep your license compliancy up-to-date •

Service highlights Updates - Complete HP and selected third-party software product and documentation updates are made available to your system manager. For certain products, you may have a choice of delivery media type. Software technical manuals may be available on media instead of paper. • Licensing - You receive a license to use and copy software product updates for all systems covered by your original software license. • Electronic software information - Access HP's electronic support facility for software patches, a symptom-solution database, product descriptions, specifications, technical literature, and more. •

3. Hardware + Software Support •

Support Plus

Single-source hardware and software services - plus costsaving software updates and more HP Support Plus helps you increase the performance and availability of your IT infrastructure with comprehensive,

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consistent hardware and software services. Working with your IT team, HP Services engineers deliver onsite hardware support and over-the-phone software support 13 hours per day, 5 days per week. Service coverage encompasses HP products and selected multivendor hardware and software. In addition, this convenient HP Care Pack packaged service makes software updates available to you at substantial savings. Choose Support Plus when you need to: Improve uptime with responsive hardware and software services • Cost-effectively obtain expert multivendor support • Enjoy consistent service coverage across geographically dispersed sites • Update HP and selected third-party software at a predictable cost • Take advantage of subscription savings on software updates •

Service highlights Telephone software support - An HP IT Response Center engineer provides problem-analysis and problem-resolution support within 2 hours after your call is logged. The Center also offers help with trouble-shooting problems and setting configuration parameters, as well as usage assistance for applications, operating systems, and utilities. • 4-hour response onsite hardware support - For issues that cannot be resolved remotely, HP Services delivers onsite technical support to return your covered hardware products to operational condition, repairing or replacing components or entire units as necessary. An HP authorized representative •

•

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arrives at your site within 4 hours after your call is logged. Your coverage includes all required parts and materials. Extended business hours coverage - Onsite and remote services are available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays. Calls received outside this service window will be logged on the next standard business day. • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-party hardware and software vendors. • Software updates and licensing - Complete HP and selected third-party software product and documentation updates are available to your system manager. You receive a license to use and copy the updates to all systems covered by your original software license. Subscription-based service gives you substantial savings vs. the cost of individual updates. • Electronic support - Access HP's electronic support facility for software patches, a symptom-solution database, product descriptions, specifications, technical literature, and more. •

•

Support Plus 24

24x7x365 hardware and software services - plus cost-saving software updates and more HP Support Plus 24 helps you increase performance and availability with comprehensive, consistent hardware and software services. Working with your IT team, HP Services engineers deliver onsite hardware support and over-the-phone software support around-the-clock 365 days per year. Service coverage

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encompasses HP products and selected multivendor hardware and software. In addition, this convenient HP Care Pack packaged service makes software updates available to you at substantial savings. Choose Support Plus 24 when you need to: Improve uptime with responsive hardware and software services available anytime • Cost-effectively obtain expert 24x7 multivendor hardware and software support • Enjoy consistent service coverage across geographically dispersed sites • Update HP and selected third-party software at a predictable cost • Take advantage of subscription savings on software updates •

Service highlights Telephone software support - An HP Response Center engineer provides problem-analysis and problem-resolution support within 2 hours after your call is logged. The Center also offers help with trouble-shooting problems and setting configuration parameters, as well as usage assistance for applications, operating systems, and utilities. • 4-hour response onsite hardware support - For issues that cannot be resolved remotely, HP Services delivers onsite technical support to return your covered hardware products to operational condition, repairing or replacing components or entire units as necessary. An HP authorized representative arrives at your site within 4 hours after your call is logged. Your coverage includes all required parts and materials. •

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24x7x365 coverage - Onsite and remote services are available around the clock, including all holidays. • Escalation management - Established escalation procedures enlist specialized expertise from HP and selected third-party hardware and software vendors. • Software updates and licensing - Complete HP and selected third-party software product and documentation updates are available to your system manager. You receive a license to use and copy the updates to all systems covered by your original software license. Subscription-based service gives you substantial savings vs. the cost of individual updates. • Electronic support - Access HP's electronic support facility for software patches, a symptom-solution database, product descriptions, specifications, technical literature, and more. •

Integrated problem environments

resolution

for

HP

Blade

System

A Support plus 24 versions for the Blade System c7000 and Blade System c3000 enclosures combines 24x7 4-hour response hardware supports with 24x7 2-hour response support for HP Insight Control Environment management software and software updates.

4.

Mission-Critical & Proactive Support

• Critical Service Reduce downtime risks with the perfect blend of proactive and reactive support.

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HP Critical Service brings you the best of both worlds: expert proactive services to keep your mission-critical multivendor hardware and software available 24x7 - plus fast reactive support for seamless resolution whenever unforeseeable problems crop up. This HP Care Pack service helps you understand and avoid the causes of downtime, meet your availability-level commitments, and enjoy the multiple benefits of collaboration with a true IT support partner. Proactive services Your assigned support team of HP-certified experts first conducts an assessment of where you are today. This is used to design a strategy to bring your IT commitments in line with your business goals. Your team meets with you quarterly to discuss progress and ongoing alignment with your goals. The team also provides you with custom-tailored change management guidance and advice. Working closely with your IT staff and management, your team can identify and manage delivery of technical services for improvements in areas such as availability, capacity management, change planning, and security. Leading-edge remote technologies and tools monitor your environment's stability, minimize downtime, enhance performance, and increase the return on your IT investments. Reactive services If a critical problem occurs, HP Services helps you address it quickly via accelerated recovery and restoration processes. You're immediately connected with experienced support specialists for prompt troubleshooting and resolution. HP Services commits to resolve your hardware problems in 6 hours, although most problems are resolved even faster.

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Choose HP Critical Service when you need to: Boost business productivity through increased server, storage, networking, and applications availability • Minimize business losses caused by IT downtime • Reduce risk and improve efficiency by proactively managing changes across your IT environment • Resolve complex problems quickly through direct access to HP Services expertise and hands-on assistance • Rapidly access single-source support from a team familiar with your business and technology infrastructure • Free your IT staff to focus on strategic business issues •

Service highlights Service-level management - Assigned HP-certified customer support team - Remote monitoring of your environment's stability - Quarterly onsite support planning and activity review meetings - Two HP technical services engagements • Availability management - Site environmental survey - Availability checkup to assess your IT environment against your availability objectives • Configuration, change, and release management - Quarterly operating systems patch analysis and management - Quarterly firmware updates and micro-code recommendations - Remote monitoring, analysis, and management • Incident and problem management - 24x7 coverage - Dedicated mission-critical phone number for problem resolution •

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- Immediate connection to experts and intervention for critical hardware and software problems - Immediate dispatch of an engineer for critical hardware problems - Accelerated escalation management

• Proactive 24 Service Proactively enhance your environment's stability, effectiveness, and efficiency. HP Proactive 24 Service is an integrated hardware and software support solution that combines efficient problem prevention with responsive technical assistance whenever you need it. This HP Care Pack extended warranty service not only improves the effectiveness of technologies across your IT infrastructure. It establishes a collaborative relationship between you and HP that strengthens your IT team and gives you rapid access to our expertise as issues arise. An assigned HP account manager serves as your primary contact for proactive services and access to our broad base of technical resources. Your account manager works closely with your IT staff to understand your environment and goals, document all the components of your infrastructure, recommend changes to improve performance and stability, and monitor ongoing operations through state-of-the-art remote tools. When problems occur, your Proactive 24 solution delivers comprehensive assistance around the clock. It offers a 2-hour

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response time for software issues and a 4-hour onsite response commitment for hardware issue resolution. Choose Proactive 24 Service when you need to: Enhance operational effectiveness with proactive problem identification and solutions recommendations • Partner with technical experts who help coordinate support, provide hands-on assistance, and share knowledge and knowhow with your staff • Rapidly access single-source support and expertise spanning your environment from servers to storage to networking • Obtain personalized services tailored to your business environment and objectives • Take advantage of remote monitoring • Anticipate necessary change - and execute it correctly the first time • Efficiently manage infrastructure resources to meet your performance objectives •

Service highlights Service-level management - Assigned account manager - Account support plan - Onsite support planning meetings - Quarterly activity reviews - One HP technical service engagement for selected hardware environments • Availability management - Site environmental survey - System health check assessment for your central server •

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Configuration, change and release management - Semi-annual operating systems patch analysis and management - Semi-annual storage firmware update recommendations - Remote monitoring for event notification • Incident and problem management - 24x7 coverage - 2-hour callback on software issues - Phone number for problem resolution - 4-Hour onsite response for hardware •

• HP Proactive Blade Services Increase the business benefits of your investment in HP Blade System technology and tools. Leverage your blade infrastructure to drive better business value. HP Proactive Blade Services help you: Align blade performance, reliability and asset utilization with your operational objectives • Simplify operational procedures via HP best practices • Cost-effectively manage your blade solution with ongoing advice from HP technical experts • Augment your staff skills through targeted HP technical or training services •

Service coverage spans HP blade servers; storage, network and SAN devices; and the management software suite in your blade enclosure.

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Onsite Blade System expertise Serving as your primary service contact, an HP-assigned account support manager works with your staff to understand your goals and objectives, assess your current operational capabilities and offer recommendations for improvements. The support manager uses data gathered during the assessment to analyze your current utilization of HP management software. So you gain better insight into, and tighter control over, your Blade System infrastructure. HP technical or educational services HP Proactive Blade Services include a selection of HP technical support or education offerings. Choose from technical consulting on topics that are particularly relevant to Blade System implementations, such as power and cooling, virtualization, security and ITSM best practices; a variety of installation and startup services; and diverse HP education courses. Periodic progress reviews During periodic meetings with your team, your account support manager reviews progress and delivers an HP Blade System technology bulletin with version and usage advice for your HPsupplied management software, firmware and drivers.

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5.

Education Services

• Education Expert training to help your people stay in step with technology and business change In a business environment that changes at Internet speed, the ability to learn about and adapt to new technologies, as well as the new processes they support, is critical to your competitive success. And nobody can train your people to make the most of these fastevolving technologies and processes better than the seasoned experts at HP Services. Our convenient HP Care Pack Services for education cover all your training needs from palmtop to Non Stop ,Microsoft to HPUX. Training some 200,000 students per year, our 1,500 instructors offer more than 200 classroom courses and 3,000 online courses in more than 160 countries. By giving your employees the knowledge and know-how they need to stay ahead of the curve, we can help you: • • • • •

Streamline technology adoption Enhance user productivity Shorten your time-to-return on technology investments Cut costs by keeping uptime high Increase staff motivation and retention

Choose from two HP Care Pack Education Services packages. HP Care Pack total education - Offering the ultimate in flexibility, this simple, economical way to purchase training provides you with credits you can use for any scheduled courses •

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offered at HP education centers and online at our IT Resource Center. Technology- and level-specific HP Care Pack Services Designed to meet today's most urgent enterprise training needs, these packaged Education Services are available for HP-UX; Open View OVO and NNM; Microsoft 2000 and .NET; ProLiant servers; Linux; storage systems; and more. •

Our instructors can assess your people's requirements and leverage advanced technologies such as the Web-based HP Virtual Room to provide your organization with the best possible training program. Uniquely qualified to help your employees know and grow HP Services offers the broadest and deepest product and technical training available anywhere. Garnering consistently high praise from students, our classes feature award-winning quality, accredited instructors, and proven course materials. Most important, your employees will be learning from highly trained professionals with extensive real-world experience in today's key technologies, industries, and vertical markets.

6.

Data Center Project Services

• Deployment Services Streamline installation and startup. Speed time-to-results. Deploying new data center equipment and technologies can mean higher productivity, faster time-to-market and more efficient operations. But if your IT organization is already working at 57

capacity, change can bring serious resource issues, complex configuration and integration challenges, business interruptions and customer-service shortfalls. Collaborate with HP Services to take time, risk and worry out of the deployment process — and free your IT people to focus on what they do best. From preliminary planning and delivery to installation, configuration, integration, testing, migration and staff orientation, our highly trained professionals can help ensure a rapid, trouble-free deployment. A complete portfolio of proven data center deployment solutions HP Factory Express — A wide array of factory-customized, factory-configured and factory-integrated solutions deployed ready-to-roll at your data center site. •

Onsite Installation — An HP-certified engineer conducts basic installation and turn-on of your hardware and software products. •

Onsite Installation and Startup — In addition to basic hardware and software installation activities, an HP-certified engineer manages the installation, advanced configuration and turn-on of more complex solutions. •

Onsite Implementation — HP provides comprehensive management of multifaceted deployment initiatives, including project management of the entire service engagement and extensive knowledge transfer. •

Custom Deployment — Professional setup and coordination services for complex multinational, multivendor initiatives where traditional deployment models do not provide the flexibility required to meet high-end needs. •

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Choose HP Deployment Services when you need to: Accelerate your time-to-ROI • Enjoy high performance right from the start • Minimize downtime during installation and start-up • Mitigate risks to critical business processes • Cost-effectively obtain specialized expertise for complex, one-time tasks • Free your IT staff for more strategically central functions •

•

Data Center Services - Migration Services

Simplify technology transition. Are you considering a move to a new computing platform, a new operating system version, a new application? Or are you planning to transfer data between storage platforms? Look to HP Migration Services to help streamline your transition, save time and costs associated with assigning internal staff to manage these procedures, reduce migration-related risks and implement key IT upgrades with complete confidence. End-to-end migration savvy and support HP offers proven experience and expertise spanning data, server and application migration, as well as operating system updates. We deliver end-to-end Migration Services all the way from migration planning and execution to post-migration activities and detailed reporting and testing. Equipment supported includes HPbranded servers, workstations, thin clients, storage devices and 59

networking and software products, as well as HP-supported hardware and software from other vendors. Rely on HP Migration Services to help you: Launch a new business solution • Move to a new Storage Area Network (SAN) platform • Redistribute data across existing storage resources • Transition storage platforms from development to production • Migrate applications that do not run effectively on your current platforms • Test live data in disaster recovery scenarios •

7.

Data Center Operational Services

•

Server Operation Services

Services and skills for enhanced server performance Addressing the entire range of server platforms, HP Server Operation Services help you predict, monitor and improve server performance across your data center. Draw on HP Services expertise to complement your in-house resources and skill sets in areas including capacity planning, performance tuning, patch management and availability. Performance tuning An HP Services specialist works with you to determine your needs through data gathering, analysis and service implementation planning. The specialist then tunes your server system to optimized performance levels and verifies that tuning results satisfy your pre60

determined objectives. A comprehensive report documents service outcomes and offers recommendations for maintaining your system at the tuned performance levels. Choose this service to: Increase server performance, availability and stability • Gain a detailed profile of system performance • Identify performance bottlenecks and proactive solutions • Measure your servers’ ability to meet your performance and business demands • Get objective performance data for improved capacity planning •

Custom operation services HP can meet your unique IT and business needs with specially tailored assessment, capacity planning, software update management, system resilience, performance tuning — virtually any type and level of one-time or ongoing server operation service you may require. •

Storage Operation Services

Make the most of your critical storage technology. Maximize your day-to-day storage operations efficiency and contain costs by drawing on as-you-need-it assistance in areas such as capacity planning, SAN design, solution configuration, data backup and recovery, and data replication. HP has the experience and expertise to deliver the precise service types and levels you require. 61

Representative HP Storage Operation Services include: XP/EVA Performance Analysis Enhance the return on your storage investments by gaining indepth understanding of the performance level your disk array is delivering. HP Performance Analysis for the Storage Works XP/EVA Disk Arrays provides automated data collection, detailed I/O analysis and expert recommendations for throughput improvement. It offers a quick, convenient way to: Optimize XP/EVA performance, stability and availability by identifying potential bottlenecks and effective solutions for avoiding them • Establish a baseline for future performance analysis and change management • Make sound proactive decisions on XP/EVA system capacity planning • Minimize the need for costly reactive upgrades •

Data Sanitization When you're retiring systems, upgrading storage and servers, returning leased equipment or redeploying storage devices, it is critical to protect the company information they contain. But simply erasing your used disks isn't enough to make your data permanently inaccessible. HP Data Sanitization Service provides skilled resources and tools to help you address this important but often overlooked security

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risk. Using specialized software techniques, a certified HP Services storage specialist helps ensure that data cannot be reconstructed or retrieved from hard disk media in HP Storage Works storage devices. •

Software Operation Services

Helping you drive day-to-day operations success Managing your operating environments and key business applications means putting the right resources in the right place at the right time. That is why it makes sense to fill your skills and resources gaps with software operation services from HP. We offer extensive expertise with our own operating and management software as well as products from Microsoft, Oracle, SAP, BEA and other industry leaders. Cluster Consistency Service — A comprehensive one-time diagnosis that helps identify potential disruptions to clusterbased applications. •

Change Alert Service — Ongoing monitoring, tracking and logging to alert you to configuration changes between clusters over time. •

Competent Cluster Service — specially designed for Microsoft Windows Server users looking for a high-availability SAP solution. •

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HP Open View Operational Service — Make the most of your IT management solution’s operational environment and keep your HP Software up-to-date. Experienced HP service engineers work with your IT team to target and address areas for improvement. •

Microsoft Operations Service — HP specialists deliver diverse planning, optimization and design services for both Microsoft operating environments and business-critical Microsoft applications. •

Performance Analysis for SAP — State-of-the-art monitoring tools and methodologies provide a revealing snapshot of your SAP performance levels, identify sources of bottlenecks and uncover potential trouble spots. •

Transaction Volume Measurement Service — accurately gauges your SAP transaction quality and frequency. This service helps you collect and analyze comprehensive demand data for an SAP system running on any software and hardware platform. •

8.

Data Center Optimization Services

• Infrastructure Optimization Assessments Make the most of key data center technologies. Maximizing the return on your infrastructure investments means working with a service partner experienced in evaluating your complex data center environment. Rely on HP to help you analyze

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and optimize core technologies and processes that power business success. VMware Capacity Planner Assessment Get a head-start on more efficient use of your infrastructure. HP VMware Capacity Planner Assessment Service automatically captures and tracks data over a 30-day span. HP Services specialists consult with you on the results of the assessment and offer consolidation and virtualization recommendations. HP Service guard Audit Maintain an optimal configuration of your Service guard environment over time. An HP Services consultant evaluates the operation of your Service guard implementation, and then proposes strategies for resolving issues identified by the audit and appropriate next steps. System Health check Identify system-related security, performance, and configuration and availability issues before they affect your critical operations. A software tool collects and analyzes system-specific data including operational procedures, configuration details and performance characteristics. A report documents results and recommendations. Four service levels are available. SAN Assessment Get customized technical and operational guidance for optimizing your SAN infrastructure. An HP proprietary toolset analyzes the configuration of your storage devices and SAN topology. Findings are compared with HP best practices and industry standards. A 65

comprehensive report summarizes recommendations for improving SAN availability and management. Cluster Consistency Monitoring An HP Services engineer installs and configures HP's CCmon tool for spotting and diagnosing potential disruptions to SAP and other cluster-based mission-critical applications. CCmon continuously checks for configuration differences, automatically triggering alarms when changes occur and generating reports that warn you of potential failures.

• IT Security & Risk Assessments Identify data center security vulnerabilities. HP provides expert services to evaluate your security strategy, identify the strengths and weaknesses of your current security posture, gauge the risks to your IT infrastructure and business data and show you how to address potentially damaging vulnerabilities. Security Quick Assessment Gain an awareness of security risks across your environment and get expert recommendations for remedying them. HP security consultants direct key members of your staff through a facilitated security self-assessment. The consultants then analyze your responses and report back to you on any weaknesses in your security management systems, plus suggested avenues for improvement.

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Custom Security Assessment Get an in-depth picture of your unique security risks. Coverage can include the status of your security management policies and procedures; the security posture of your servers, storage, operating systems, applications and databases; and the configuration and management of your physical environment. A final report highlights threats and vulnerabilities, and offers improvement recommendations. System Security Health check This assessment uses a host-based approach to detect platform security weaknesses that are not visible to network scanning. Your system-specific security risks are identified, analyzed and prioritized. And you receive expert recommendations for implementing appropriate corrective actions. Database Security Health check Obtain vital information for improving data integrity, availability, and access control and security management. Your database is scanned for security vulnerabilities — without affecting your production environment. A summary report provides a vulnerability analysis and security policy recommendations based on industry best practices. Intranet Security Health check This service delivers a vulnerability assessment of business-critical systems connected to your intranet — including servers, network switches and routers. Automated detection and analysis tools identify security holes. HP Services professionals help you

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understand your risks and identify the steps required to harden your infrastructure.

• ITSM Assessment Services Evaluate and improve your service management practices. Meeting today’s heightened expectations means transforming your IT organization to a proactive provider of strategic business services. HP ITSM Assessment Services can smooth your transition and help you move more quickly and efficiently to realize your service management and business goals. See how to enhance IT agility and service quality — while driving costs down. Choose from four levels of assessment: Quick Assessment — An HP-facilitated workshop helps you compare your service management processes against your business goals and industry best practices. Ideal when you want to understand basic ITSM concepts gain a high-level evaluation of your current service management position and begin creating actionable improvement plans. •

Intermediate Assessment — A more in-depth review of core service management processes that identifies major areas of risk to your delivery of quality business services and develops riskmitigation recommendations. •

Comprehensive Assessment — A thorough review of issues such as strategic business-to-IT alignment, operational •

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processes and the adequacy of your systems and software to meet your service-level objectives. A smart choice if you are seeking to improve the availability, cost-effectiveness and/or quality of an IT service; embarking on a formal service management plan; or preparing for external certification such as BS 15000/ISO 20000 or HP SP Signature status. •

Custom Assessment — A flexible service that can be tailored to address your unique issues and concerns. Recommended if you are looking to implement individual serviceimprovement initiatives as part of a corporate service management program , need in-depth advice and guidance in specific areas or are striving for the highest levels of service quality and availability.

ITSM assessment for SAP environments A dedicated HP-SAP Joint Solution Assessment Service couples an expert evaluation of your SAP environment with an Intermediate Assessment of your service management processes and practices.

•

Power & Cooling Assessment services

Strategy, design, transition and management spanning every data center domain

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Today’s data centers face unprecedented challenges. Many are experiencing a capacity crisis as they reach the limits of older facilities and legacy infrastructures. Space is tight. Power and cooling resources are over-burdened. Meanwhile, your customers are demanding wider access to information, transactions and services. And your organization is under growing pressure to evolve from cost center to strategic business enabler. HP can help alleviate all of these stress-points as you create a simpler, smarter, next-generation data center that forms the foundation for delivering better services and driving better business outcomes. Lifecycle-spanning, multi-domain transformation Unlike vendors who can address only localized data center issues, HP delivers comprehensive, truly transformative approaches. Our data center transformation services encompass every major domain: facilities, infrastructure, applications and management/operations. And they extend across the lifecycle from strategy, planning and design through transition, continuous improvement and education and support. In addition, we offer the option to purchase transformative technology infrastructure as a service, with no capital outlays. Driving competitive advantage with next-generation capabilities HP's facilities-level services are helping enterprises around the globe build and optimize highly automated, energy-efficient nextgeneration data centers. Delivered by experienced EYP Mission 70

Critical Facilities (EYP MCF) professionals, HP Critical Facilities Services address diverse strategic planning, design and operations needs.

OUTSOURCING SERVICES Outsourcing services from HP can reduce IT complexity while helping to lower costs, mitigate risk and accelerate business growth. Leverage HP innovation and global IT expertise to boost overall competitive success--while you focus on your core competencies. Outsourcing Special Report: Find out more about what makes a good outsourcing partner, discover how the top outsourcing firms compare and learn from other successful outsourcing partnerships.

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4.RESEARCH METHODOLOGY The section includes the overall research design, the sampling procedure, the data collection method, the field method, and analysis and procedure. Research design:For this research project descriptive method is used . Data collection method:The data collect for the research can be classified as primary data and secondary data. Primary data:- The data collected for first time is known as primary data. It is by visiting existing customer and expected customer of Digitech Services pvt. Ltd. And making them fill up the questionnaire Secondary data:- The data which has been already collected by some source is known as secondary data. Is collected from internet, books, etc.

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Research instrument The instrument use for data collection is structured questionnaire. Question is open and close ended depending upon the information that needed to be elicited. I am also using the scaling technique to assess the attitude of the customer. Sampling plan:Keeping all the constrains in mind a sample size of 150 people .The sampling procedure is systematic sampling

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5. MARKETING STRATEGY HP, the biggest user of Siebel CRM and marketing resource management (MRM) tools, underwent a massive marketing transformation in the wake of its merger with Compaq two years ago. When it began, there were 86 different marketing departments, each with its own budget and resources and the company had no idea of the total marketing spend, Winkler said. So HP set about remaking its marketing operation under a new approach toward resultsbased, data-driven, customer-centric marketing. When you get to the point of marketing running strategy, then you're on your way to being a customer-driven enterprise. ”Mike Winkler Chief Marketing Officer, Hewlett Packard”

"It's led to a focus on the customer we've never had before," Winkler said. Winkler cited a Gartner study that suggests that by 2007, companies that have devoted 50% of their time to customer-centric marketing approaches will receive a 30% greater ROI than their peers. In part, customer-centric marketing means looking beyond an organization's market share and at different market segments a company can own, Winkler said. HP has customers ranging from 1,000 worldwide companies to small and medium-sized businesses to millions of consumers, and the company's consumer side is driving marketing and serving as an example to the

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SMB and enterprise initiatives, Winkler said. With the Siebel MRM initiative, all segments are speaking the same language when it comes to campaigns, initiatives and programs, he added. "There was a view that marketing never gets any respect," Winkler said. "The reason marketing never gets any respect is that marketing is not held to the same standards as someone like the product management group." To bring respect to marketing, Winkler suggests, companies should provide ways to measure marketing success and hold the department accountable to goals. MRM coupled with analytics have helped HP achieve this goal. Analytics increased the accuracy of forecasted expenses and measured a program's effectiveness by showing ROI. "The other thing MRM does is it makes you friends with the CFO who used to be your arch enemy," Winkler said. "There's nothing the CFO likes more than measurement." Following the merger with Compaq, HP was faced with multiple platforms, legacy systems and a lack of continuity between marketing departments. The company went through a 100-day "Achieve More with Less" initiative to consolidate systems and redundancy. In one example, HP went from using 106 different ad agencies to two, Winkler said. Similarly, the company underwent "Operation One Voice" taking marketing to all customer touch points of the company, thereby reinforcing the company's brand. And, as Winkler noted in his address, no matter what survey you read, brand is invariably in the top three factors that drive loyalty. In September 2003, HP elected to use Siebel Marketing 7.5.3 and implementation began in March. IT welcomed the project because

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it simplified its life with just one system, Winkler said. In fact, spending on the MRM platform is less than 1% of the $3 billion spent on marketing, he said. HP is also on track to completely integrate the CRM and MRM tools by December, which will prove particularly helpful with Sarbanes-Oxley compliance, he added. The operation has reduced total spending by more than 10% while doubling spending on brand building and demand creation, Winkler said. In the past two years, HP's brand has improved by 21%, according to New York-based Interbrand Corp., a brand measurement firm. The "One Voice" initiative eliminated 600 vendors and saved the company $100 million.

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6. COMPETITORS HP outperforms IBM and Dell, capturing top honors among IT service providers in Technology Business Research survey. HP today announced that it earned the No. 1 ranking in customer satisfaction among vendors of corporate information technology (IT) service and support, according to the newly released Technology Business Research Inc.'s Corporate IT Service and Support survey covering the first quarter of 2004.(1)The results demonstrate HP's service excellence in providing the highest level of customer satisfaction in the IT industry. "Customers ranked HP as among the best in class vendors across all categories in our Corporate IT Service and Support survey, with special distinction in the category of phone support where HP performed much better than its competitors," said Julie Perron,

manager of Primary Research, Technology Business Research Inc. "HP Services' consistent performance with regards to phone support is impressive in an area where customers have become particularly demanding." The study surveyed 688 mid-size to large companies in North America finding that HP ranked No. 1 over competitors IBM and Dell based on the weighted satisfaction index, a measure of the total customer satisfaction experience with IT services. The study covers satisfaction with on-site support (break/fix), remote support

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services (phone and Web support), hardware deployment, software support and training services. "The TBR survey results confirm HP's commitment to delivering the best total customer experience through a combination of people, processes and technology," said Mike Rigodanzo, senior vice president, Customer Support, HP Services. "Customers are recognizing HP's portfolio of customer support services and our ability to provide a complete customer support experience as key elements in allowing them to synchronize business and IT to capitalize on change." This announcement caps a string of customer satisfaction awards for HP across its global business. Recent awards include: •

• •

• •

No. 1 in customer satisfaction among vendors - Corporate IT Buying Behavior & Customer Satisfaction Study: Intel-based Servers - First Quarter 2004, Technology Business Research Inc. "Ten Best Web Support Sites" - Association of Support Professionals (ASP), 2004 No. 1 in customer satisfaction - Enterprise IT Vendors: Cost, Expectation, and Satisfaction, InterUnity Group and Computerworld Survey, May 2004 No. 1 for the third consecutive year in online customer respect - Customer Respect Group, 2004 "Technology Supplier of the Year," recognizing excellence in customer service, product performance and pricing - WalMart, 2003

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7. MARKET SHARE POSITION Hewlett-Packard (HP) has retained its number one position in terms of market share of total PC (personal computer — both desktops and notebooks) shipments in the first quarter of calendar year 2009, according to research firm IDC. In the January-March of CY2009, HP captured 18.2 per cent of the India PC market in terms of unit shipments, while HCL Info systems, with a market share of 9.8 per cent of overall PC shipments, regained the second spot. Dell, which jumped to the second position for the first time in the October-December CY2008 quarter, slipped back to the third spot in the quarter under consideration. While Acer’s market share dipped marginally from 7.7 per cent in the fourth quarter of CY2008 to 7.3 per cent now, Lenovo’s share showed a more pronounced drop of 1.9 points, according to the IDC India study. HP has been the number one vendor in the India PC market consistently every quarter over the last four years from 2005 to 2008. “Moving forward, hardware in general and PC shipments in particular will continue to remain under pressure. Winners would gain a market share and improve profitability through the right price/volume mix and optimal exploitation of supply chain efficiencies,” IDC India’s Country Manager Kapil Dev Singh said. The report said that, in the short term over the next two quarters, vendor positions in the India PC market would be largely

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determined by how well they are able to exploit the opportunities presented by the consumer, education and government segments.

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8. ACHIEVEMENT • • • • • • •

•

• • • •

HP Software Awards of Excellence 2006 - EMEA - HP BTO Software HP receives Volkswagen Group Award HP and Citrix Win Outstanding Excellence Award HP Software customer awards - HP - BTO Software HP ranked No. 1 in worldwide distributed system management software market share - HP - BTO Software HP Software Awards of Excellence 2007 – EMEA - HP BTO Software HP Open View Award of Excellence 2006 – HP – BTO Software. No. 1 in customer satisfaction among vendors - Corporate IT Buying Behavior & Customer Satisfaction Study: Intel-based Servers - First Quarter 2004, Technology Business Research Inc. "Ten Best Web Support Sites" - Association of Support Professionals (ASP), 2004 No. 1 in customer satisfaction - Enterprise IT Vendors: Cost, Expectation, and Satisfaction, InterUnity Group and Computerworld Survey, May 2004 No. 1 for the third consecutive year in online customer respect - Customer Respect Group, 2004 "Technology Supplier of the Year," recognizing excellence in customer service, product performance and pricing - WalMart, 2003

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9. FUTURE PROSPECTS Hewlett-Packard's (NYSE: HPQ) board approved a $4 billion share repurchase. This is in addition to the $3 billion repurchase program approved. When a company is so aggressive in repurchasing its stock, it is usually a sign that management has great prospects on the horizon and wants the company and its senior shareholders to reap the majority of the benefit. By repurchasing stock, the company may reduce its cash balance, but it can dramatically increase its earnings per share. The reason: As the number of shares outstanding is reduced, net income is spread out over fewer shares. With very strong third-quarter results, it's not surprising that HP is in a position to reduce its shares outstanding even further. HP management said it would repatriate $14.5 billion in foreign earnings. Those earnings do reduce net income through taxation, but they have put HP in a position of strength with regard to cash flow. S to face rigid competition from Dell (NASDAQ: DELL) and IBM (NYSE: IBM), and new CEO Mark Hurd has had to make tough decisions, including the trimming of 14,500 jobs in a restructuring effort. While Wall Street has applauded this decision, it should serve as a reminder that not too long ago the company was struggling against the competition. Nevertheless, I hold out hope for HP. In an attempt to stay on the forefront of new technologies, it announced a plan to invest $150 million in radio frequency identification technology (RFID). In developing RFID chips with Hitachi (NYSE: HIT), HP plans to remain competitive against Sun Microsystems (NASDAQ: SUNW) and Symbol Technologies (NYSE: SBL), the current leaders in this emerging technology. 82

Now $150 million is just a tiny chunk of HP's $80 billion operating budget. If RFID technology grows at the dynamic rate that many analysts are predicting, then HP's small investment will be returned in spades. HP already provides RFID chips for the printers and computers it supplies to Wal-Mart (NYSE: WMT) and other retailers. While RFID is but one example of HP's future prospects, I believe that the share buyback, when viewed alongside Mark Hurd's aggressive leadership, shows that HP is going to be a serious contender in the years to come.

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10. ANALYSIS & INTEPRETATION 1. Are you using printer? Yes

No Using Printer

100%

85%

80% 60% 40% 15%

20% 0%

Yes

No

Interpretation: Out of total 100 respondents 85% says they are using printer while rest 15%are not using printer.

2. Which company printer you are using? HP

Canon

Epson

Umax

Other 84

Printer Sales Comparison

HP Canon Epson Umax Others

The above mentioned graph represents the various brands of printer that emerged out of the survey. 1. Of the total 150 respondents,130 Show their believe in hp. 2.

Responses were very low for the lower range. Most of the other reason accounted for gifts as a reason.

3. For the three players as Cannon, Epson, Umax the main reasons were again the Poor quality, high ink consumption. 4. out of 100 respondents, 90 say that brand name matters 5. out of 95 respondents , 85 are satisfied. 6. 90 say price matters 35 say quality matters 25 says brand name matters.

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7. 30 say that after sale services is good, 22 says no.

Results/Analysis: The basic need for buying a Printer is primarily Saving Time and printing quality. This need should be addressed in any correspondence with the customer in the company’s promotional activities. The later part of the report also checks the believability aspect of each correspondence with the customer and this prediction is further concentrated in that part. The HP customers seem to have gone by the general trend and share the same values.

3.Are you satisfied with hp Printers? Yes 80% 70%

No 70%

60% 50% 40%

30%

30% 20% 10% 0% Yes

No

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Interpretation: Out of the sample size of 80, 70% respondents says that they are satisfied with HP while 30% says they are not satisfied.

4.What according to you helps us take any decision? Price factor

Quality of printing

Per page cost

all the factors

Decision Taking 40%

40% 30% 20%

25% 20% 15%

10% 0%

Price factor

Quality of Per page printing cost

All the factors

Interpretation: 40% respondents says par page cost helps us taking the decision,25%says quality of printing helps,20%says price factor helps while rest 15% says all the above mentioned factors helps us in taking the decision.

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5. At present, are you satisfied with hp’s after sales services? Yes

No

Interpretation: In the analysis done 60%respondents says they are satisfied with the after sale services while rest 40% says they are not satisfied.

6. Do you think brand equity plays any role? Yes

No

Interpretation: Out of the sample size of 70, 65%says brand equity plays role while rest 35% says they are not in favor of brand equity.

7. What according to you hp’s edge over its competitors ? Price

Brand name

Cost / page

other factor

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Competitors 50%

45%

40% 30%

25%

20%

20% 10%

10% 0%

Price

Brand Name

Cost Perpage

Other Factors

Interpretation: In the analysis done 45% says cost percentage helps HP to have an edge over its competitors, 25%says its price, 20% says its brand name and rest 10% opt for other factors.

8. Which company according to you is providing all the facilities? HP

Canon

Umax

EPSON

Others

89

Facilities 35% 30% 25% 20% 15% 10% 5% 0%

35% 30% 20% 10% 5% HP

Canon

Umax

EPSON

Others

Interpretation: In the analysis we took CANON, UMAX, EPSON and others with HP to compete with. In this 35%says HP provides all the facilities,30% vote for Canon,10% vote for Umax,20%vote for Epson and rest 5% vote for others.

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11. SUGGESTION AND RECOMMENDATIONS Marketing Support: - More marketing support is required to create awareness in the market about the policies of the company as done by the close competitors. It was observed that people are really very conscious about the advertisement run by the company, and it can affect the sales of the company. While appointing employees this problem was faced as they questioned about the less marketing support by the company. Good Attractive Brochures: -Good attractive Brochures are required to have a good impact on the customers because once the care pack is communicated by the employee to the customer the brochure remains the key representative of the company. Hence employees require good more attractive brochures. Service Satisfaction: - Service satisfaction is very important in the service industry and HP as a group has a good name in rendering quality services but due to some loopholes in some branches the services get affected and hence have wrong impact on customers mind about the whole group hence service has to be given the utmost important to create goodwill in the market. Continuous up gradation: - Employees wants a continuous up gradation about the offers of the company. They should be continuously upgraded as HP does and this point should be highlighted while offering the job.

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12. CONCLUSION Today marketing must be understand not in the old sense of making a sale “telling and selling”-but in the new sense of satisfying customer needs. While selling life insurance one does not sell any tangible product that’s why it becomes very essential to understand customer needs, which will help to distribute and promote the product effectively and it will be easy to sell the products. HP product services are all about selling life of any system, for which one should be very realistic and practical because it’s a matter of a system’s life. Selling of care pack is not an easy job it is all about convincing people, winning their confidence and assuring them for a safe future of their system. HP is most respected company. It has won the confidence of people because of its unique features like good services and promising future in IT sector. While working on this project I came to know facts about HP product services, that there is a cutthroat competition and every company is trying its best to sell the products. Hence it is required to strengthen the selling chain so as to compete in the market, as a part of my project I have tried to strengthen the chain by selling care packs for the company with a desired profile. I have discussed various issues in the project, which should be taken care of while selling care packs.

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13. BIBLIOGRAPHY WWW.GOOGLE.COM WWW.HP.COM Company Brochures Product Manual Data from the Company

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14. ANNEXURE 1. What does HP do? HP delivers vital technology for business and life. The company's solutions span IT infrastructure, personal computing and access devices, global services and imaging and printing for consumers, enterprises and small and medium business. Our $4 billion annual R&D investment fuels the invention of products, solutions and new technologies, so that we can better serve customers and enter new markets. We invent, engineer and deliver technology solutions that drive business value, create social value and improve the lives of our customers. HP has a dynamic, powerful team of 150,000 employees with capabilities in 170 countries doing business in more than 40 currencies and more than 10 languages. Revenues were $104.3 billion for the fiscal year that ended October 31, 2007. 2. When was HP established? HP co-founders Bill Hewlett and Dave Packard established the company in 1939 after successfully launching their first product,

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an audio oscillator, from a small garage in Palo Alto. For more information, see a detailed history of HP.

3. Where can I find information on HP's CEO and other executives? Visit our executive team page to learn more about other HP executives. 4. How I can find out about current HP strategies? Press releases and executive speeches are both excellent sources of insight into HP's strategies. Beyond what you can find in such public documents, most strategy information is restricted information and cannot be shared with the public. 5. What are HP's subsidiaries? A comprehensive list of HP subsidiaries can be retrieved at Edgar Online , a Securities and Exchange Commission online resource for company documents. 6. Which companies have strategic alliances with HP? HP press releases are the best way to keep up with company alliances. 95

7. How can I get a copy of HP's current annual report, proxy statement, earnings statements or 10K? There are a few ways to get these documents. You can view them online in our Investor Relations section. You can also request online to have recent annual reports. 8. What is HP's market share in printers? What about PCs? You can find information about the performance of HP's various businesses by reading the financial overviews and revenue segment data we publish in our quarterly results section. HP doesn't talk publicly about product shipments or the profitability of individual product lines. 9. Where can I learn more about HP's corporate philosophy and objectives? For the most detailed explanation of HP's approaches to business, people and processes, read the book The HP Way: How Bill Hewlett and I Built Our Company, written by HP co-founder David Packard. It is available in many libraries and through online

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booksellers. On the HP web site, read about HP's corporate objectives .

10. What are HP's goals regarding the environment? HP is committed to providing customers with inventive, high quality products and services that are environmentally sound and to conduct our operations in an environmentally responsible manner. That commitment continues to be one of our guiding principles that are deeply ingrained in our values. It is from this history and these values that HP has become a leader in delivery of environmentally sustainable solutions for the common good.

11. What are HP's employee benefits? HP's employee compensation and benefits program puts us among the leaders in our industry. See Working at HP for more information. HP’s compensation and benefits program both encourages and rewards employees by linking compensation to individual, business organization and company performance.

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12. How can I get an internship at HP? You can find information about HP's various internship opportunities on our web site. A small number of research internships are available at HP Labs. 13. Does HP offer any kind of certification or technical training? HP offers a number of technical courses and training programs through HP Education Services . In addition, HP Education Services also offers IT certification programs, designed to provide rigorous technical training for specific job roles in complex environments. 14. How can I get a computer or other product donation for my school or myself? HP is recognized as a leading giver among U.S.-based corporations. While we don't donate to individuals, schools do receive considerable philanthropic support from HP. You can get 98

information about HP's philanthropic activities and instructions on how to apply for an HP grant in the Philanthropy section of HP's web site. The Academic Purchasing Program offers discounts on

HP products for teachers, faculty and higher education students. .

15. What scholarship opportunities or financial assistance does HP offer students? For the most part, HP does not offer assistance to individuals. Instead, HP makes substantial philanthropic contributions through education grants to schools. HP also has partnerships with universities and school districts in four urban U.S. communities through our Diversity in Education Initiative . Each year, HP selects a limited number of HP Scholars from each of these four communities for scholarships and other aid as they enter their freshman year of engineering school. 16. Can I set up an interview with an HP executive or manager?

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Due to the number of interview requests HP receives from the press and public, we are unable to grant personal interviews with students.

17. Where can I send a questionnaire or survey for my research project? Due to the volume of requests we receive, we are not able to answer questionnaires or participate in surveys. 18. Does HP have videos, product brochures, posters or other promotional items that it can send free of charge to include in my presentation? Unfortunately, no. However, you can browse the online HP Company Store to shop for logo items such as T-shirts, pens, mugs, posters and so on. While we do have product information on our web site, product brochures are not available. 19. Is there HP information I cannot have access to? Unfortunately, yes. HP is restricted by both legal and business reasons from disclosing a number of types of internal information.

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Please read our Information Restrictions for details. If the information one of

you

need

is

not

listed

in

our frequently asked questions. You can send your

question through our online form . Your message is important to us. We try to answer as many messages as we can, as soon as we

can. However, if you're under a tight deadline, you may not get your answer as quickly as needed, especially if your request is not general in nature. Please be aware that we cannot answer questions about specific products. In addition, we cannot answer questions that deal with restricted information .

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15. QUESTIONNAIRE FOR POTENTIAL CUSTOMERS Name ( optional ): Address ( optional ): Phone No. ( optional ): 1. Are you using printer? Yes

No

2. Which company printer you are using? HP

Canon

Epson

Umax

Other

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3. Are you using original cartridge? Yes

No

4. What according to you helps us take any decision? Price factor

Quality of printing

Per page cost

All the factors

2. At present, are you satisfied with hp’s after-sales services ? Yes

No

6. Do you think brand equity plays any role? Yes

No

7. What according to you hp’s edge over its competitors? Price Cost per page

Brand name Other factor

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8.Which company according to you is providing all the facilities? HP

Canon

Umax

EPSON

Others

9. Suggestions (if any)

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