HCL Technologies: A Case Study

Contents
Introduction........................................................................................................... 2
Business domain.................................................................................................... 2
Service standards............................................................................................... 2
Values................................................................................................................. 2
Culture................................................................................................................ 2
Goods and services............................................................................................ 2
SLA..................................................................................................................... 2
Clients.................................................................................................................... 2
Service Needs..................................................................................................... 2
Level of service................................................................................................... 3
Opportunities......................................................................................................... 3
Benefits to client................................................................................................. 3
Benefits to business........................................................................................... 3
Conclusion............................................................................................................. 4
References............................................................................................................. 4

Introduction
HCL technologies is a consulting form that guides companies into developing
their IT systems as well as provides support in actual development and
implementation of infrastructure solutions. This report explores the case of HCL
technologies which is an IT organization in the consulting space.
Business domain
Service standards
Service standards define customer expectations so that employees could know
the obligations
Values
Core values of HCL technologies include team thinking, innovation in technology,
adding values, and doing the right thing.
Culture
HCL is a flat organization with a culture of cooperation in which employees work
in collaboration on projects. The company practices transparency and has
centralized systems accessible to all their workforce based on the project they
are working on. The company is employee driven and solution oriented. It has
aligned HR practices that consider the performance of employees and give
appreciations based on that. The company encourages talented people in the
organization and run team development and people development programs to
refine their learning and help them perform better at work(CIPD, 2011).
Goods and services
Key products and services of HCL include infrastructure systems, web
applications, engineering and business services. They also provide some support
services in addition to their core offers such as self-help resources, remote
support for issue resolution, online ticket creation for incidences, and extended
support for expiring products(Cliff Consulting., 2007).
SLA
SLAs are prepared between HCL and its clients that provide commitment to
desired levels of services in the form of an agreement signed between the two
parties.
Clients
Service Needs
Service needs of HCL tech clients include(HCL, 2019)
 The customers need solutions to be highly secure so that their business
operations and data are protected
 Customers look for professional services that have capability to enable
higher productivity in the workforce and serve their customers better by
giving them more satisfaction
 Companies often go through stages of crisis when they assistance from a
consulting organization. Thus, any client of HCl would need HCl to provide
them assistance in such resolutions.