Nikhil EDITEDreport

7/29/2019 Nikhil EDITEDreport

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PART A

INDUSTRY PROFILE:

Indian retail industry overview

The Indian retail industry is the largest among all the industries, accounting for over 10%

of the country GDP and around 8% of the employment. The retail industry in India has

come forth as one of the most dynamic and fast paced industries with several players

entering the market. But all of them have not yet tasted success because of the heavy

initial investments that are required to break even with other companies and compete

with them. The Indian retail industry is gradually inching its way towards becoming the

next boom industry.

A large young working population with median age of 24 years, nuclear families in urban

areas, along with increasing working women population and emerging opportunities in

the services sector are going to be the key factors in the growth of the organized retail

sector in India. The growth pattern in organized retailing and in the consumption made by

the Indian population will follow a rising graph helping the newer businessmen to enter

the Indian retail industry.

Modern retailing has entered into the retail market in India as it is observed in the form ofbustling shopping centers, multi-stored malls and the huge complexes that offer

shopping, entertainment and food all under one roof.

Structure of Retail industry in India

The retail industry continued in India in the form of Kiranas till 1980. Soon, following

the modernization of the retail sector in India, many companies started pouring in the

retail industry in India like Bombay Dyeing, Grasim etc. As has been mentioned earlierthe retail sector in India can be widely split into the organized and the unorganized sector.

The unorganized sector is predominant. We may discuss in detail the different divisions

of the retail sector in India.


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Unorganized Retail sector

The unorganized retail sector basically includes the local Kiranas, hand cart, the vendors

on the pavement etc. This sector constitutes about 98% of the total retail trade. Butforeign Direct Investment in the retail sector is expected to shrink the employment in the

unorganized sector and expand that in the organized one.

Organized Retail Sector

Organized retailing in India represents a small fraction of the total retail market. In 2001,

organized retail trade in India was worth Rs 11,228.7 billion. The modern retail formats

are showing roust growth as several retail chains have established a base in metropolitan

cities, especially in South India and are spreading all over India at a rapid pace. However,

space and rentals are proving to be the biggest constraints to the development of largeformats in metropolitan cities since retailers are aiming at prime locations.

In urban India, families are experiencing growth in income but dearth of time. More and

more women are taking up corporate jobs, which is adding to the familys income andleading to better lifestyles rising incomes has led to an increased demand for better

quality products while lack of time has led to a demand for better quality products while

lack of time has led to a demand for convenience and services.

The demand for frozen, instant, ready-to-eat food has been on the rise, especially in the

metropolitan and large cities in India. There is a strong trend in favor of one-stop shops

like supermarkets and department stores.

Types of Retail Outlets

Department Stores: A department store is a set-up which offers wide range of

products to the end-users under one roof. In a department store, the consumerscan get almost all the products they aspire to shop at one place only. Departmentstores provide a wide range of options to the consumers and thus fulfill all theirshopping needs.


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Discount Stores: discount stores also offer a huge range of products to the end-users but at a discounted rate. The discount stores generally offer a limited rangeand the quality in certain cases might be a little inferior as compared to thedepartment stores.

Supermarket: A retail store which generally sells food productsand householditems, properly placed and arranged in specific department is called asupermarket. A supermarket is an advanced form of the small grocery stores andcaters to the household needs of the consumer. The various food products(meat,vegetables, dairy products, juices etc.) are all properly displayed at theirrespective departments to catch the attention of the customers and for them topick any merchandise depending on their choice and need.

Warehouse Stores: A Retail format which sells limited stock in bulk at adiscounted rate as warehouse store. Warehouse stores do not bother much aboutthe interiors of the store and the products are not properly displayed.

Mom and Pop Store(also called Kiranas store in India): Mom and Pop storesare the small stores run by individuals in the nearby locality to cater to dailyneeds of the consumers staying in the vicinity. They offer selected items and arenot at all organized. The size of the store would not be very big and depends onthe land available to the owner. They wouldnt offer high-end products.

Specialty Stores: As the name suggests, specialty store would specialize in aparticular product and would not sell anything else apart from the specific range.Specialty stores sell only selective items of one particular brand to the consumersand primarily focus on high customer satisfaction.

Malls: Many retail stores operating at one place form a mall. A mall wouldconsist of several retail outlets each selling their own merchandise but at acommon platform.

Dollar Stores: Dollar stores offer selected products at extremely low rates buthere the prices are fixed.


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Growth of Indian Retail:According to the '2012 Outlook: India Retail' report, consumer discretionary income islikely to be lower due to higher inflation and interest rates.

"However, inflation provides a direct fillip to same-store sales growth. Growth will alsobe helped by capital expenditure undertaken by retailers," it said.During the year, margins for most retailers are likely to remain stable."Fitch expects margin pressures created by extended discounting periods to push volumesgrowth, to be mitigated by measures such as recent price hikes and softening in rawmaterial prices [mainly cotton]," it said.

Improvements in operating cost structure (rentals) and increasing the proportion ofprivate labels would also contribute to margins.

Fitch expects most retailers to generate negative cash flow from their operations in 2012.However, the deficit is expected to be lower compared to previous years, backed bystable margins and slightly improved working capital management.

"In 2011, most companies tied up additional space requirements for the next two to threeyears, citing lower availability of space in strategic locations, resulting in a higheroutflow on account of lease deposits," it said.

The outlook could be revised to negative if economic conditions worsen, affectingrevenue growth, leading to margin contraction and adversely impacting retailers' cashflow, Fitch added.

The agency also does not expect any positive triggers in the immediate term for thesector.

Commenting on allowing more FDI into the sector, Fitch said: "If and when foreigndirect investment [FDI] is allowed, it would benefit Indian retailers over the next two tothree years."

The size of India's retail sector is currently estimated at around $450 billion andorganized retail accounts for around 5% of the total market.


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Major Retailers in India:

Reliance

Reliance is one of the biggest players in Indian retailindustry. More than 300 Reliance

Martstores and Reliance mart are quite popular in the Indian retail market.

Pantaloons

Pantaloons are one of the biggest retailers in India with more than 450 stores across the

country. Headquarters in Mumbai, it has more than 5 million sq. ft. retail space located

across the country. In 2001, it launched countrys first hypermarket Big Bazaar. It hasthe following retail segments:

Food & Grocery :Big Bazaar, food Bazaar

Home solutions: Hometown, furniture bazaar

Consumer Electronic: e-zone

Shoes: shoe factory

Books, Music & Gifts: Depot

Health & Beauty Care: star, sitara

Tata group

Tata group is another major player in Indian retail industry with its subsidiary Trent,

which operates Westside and star India Bazaar. Established in 1998, it also acquired the

largest book and music retailer in India Landmark in 2005. Trent owns over 4lakh sq. ft.retail space across the country

RPGGroup

RPGGroup is one of the earlier entrants in the Indian retail market, when it came into

food & grocery retailing in 1996 with its retail food world stores. Later it also opened the

pharmacy and beauty care outlets Health & Glow.


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AV Birla Group

AV Birla Group has a strong presence in Indian apparel retailing. The brands like Louis

Philippe, Allen Solly, VanHeusen, and PeterEngland are quite popular. Its also investingin other segments of retail.

Company Profile:

Background & Inception of the Company:

The launch of Reliance Mart is yet another step by Reliance Retail towards providinginternational shopping experience to all our customers at unmatched affordability,guaranteed quality and choice of products and services. Reliance Mart marked theachievement of another milestone to unleash a retail revolution in India.

Reliance Mart Spread across an area of over 70,000 sq. ft, the hypermart stocks a rangeof over 30,000 products catering to the entire family. The expansive spread of the storemakes it one of the largest hypermarts and presents a complete family shoppingdestination for household needs.

Centrally located within the premises of Bangalores busy ascendas park square mall, thishyper market will present a never before shopping experience to the residents ofBangalore. Shoppers have the option to choose from a wide array of products in everycategory ranging from food & Martproduce to grocery, consumer electronics to stationery& toys, from personal care products like fragrances & cosmetics to auto accessories, fromapparel to furniture & furnishings, from home ware & kitchenware to luggage and travelaccessories etc.

The specialty of the store is the Martfruits and vegetables section which brings in the bestproduce from the farms to the consumers basket. A live bakery counter section providesshoppers with the unique option of buying freshly baked breads and cakes, a welcomechange from the traditional pre-baked and packed products. A distinct shop-in-shop fornon-vegetarian products and the extensive grocery range adds to the experience ofshopping for daily needs. 'Reliance Mart' also boasts of a host of Reliance's private labelbrands in select categories which offer superior quality products at affordable prices.

In addition to shopping for their daily needs, consumers can also shop from a wide rangeof fashion products as well as home & kitchenware. Also available is an auto accessoryspecialty corner, Reliance AutoZone, which offers product and service solutions for theautomobile needs of the consumers. Shoppers can give their vehicles a Martlook, add a


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new audio system or get the tyres checked & replaced at this section while they shop fortheir other household needs.

Adding to shopper's delight is a quick service food court that offers ready to eat, ready toheat and ready to cook meals to the customers. Members of the family can enjoy a range

of delicacies from Continental & Indian cuisines while the lady of the house shops.Customers also have the option to take-away semi-cooked or fully-cooked foods for adelightful meal at home.

The store layout and ambience has been designed specifically to provide customerscomfort and ease of shopping. The hypermart is equipped with highly skilled and trainedcustomer sales representatives, wide aisles that display products as per category andseveral checkout counters aimed at reducing the customer shopping and waiting time.

In addition, Reliance Mart provides its customers with "Reliance One," a membershiployalty program, designed to deliver customized benefits to frequent shoppers. Under thisscheme, customers can earn Reliance One Points on all shopping in the store which canbe redeemed after accumulation. The scheme already has a membership base of morethan 9mn customers.

Reliance Mart also offers some unique services to the shoppers like tailoring, shoe repair,watch repair, a photo shop, gift services and laundry services, all within the store. Thestore also houses its own Martbakery, serving hot, off-the-oven bread and breadproducts throughout the day and local savories, an ice-cream train for the kids, a chakki,ready-made batter and loose tea and pickle for the housewives. Reliance Mart will also

sell fine jewellery and fashion jewellery as part of its lifestyle section.

Nature of Business Carried out

Reliance Retail Limited (RRL), a subsidiary of RIL, was set up to a lead Reliance

Groups foray into organized retail. Though this year, RRL increased its footprint to morethan 900 stores in 80 cities across 14 states in India. RRL added new formats to its

spectrum in the last year. Reliance Fresh, Reliance Mart, Reliance Digital, Reliance

Trend, Reliance Footprint, Reliance wellness, Reliance Jewels, Reliance Timeout&

Reliance super are various formats that Reliance has rolled out. In addition, Reliance

retail has entered into an alliance with Apple for setting up a chain of Apple Specialty

Stores branded as store, starting with Bangalore.


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Reliance Retail Limited (RRL), a subsidiary of Reliance Industries Limited opened its

first retail store in November 2006 and today operates more than 1000 stores in over 86

cities, spanning 14 states and serving over 2.5 million customers every week.

RRL is a multi-format retailer that operates in-

Value Format Specialty Format Life Style Format

Value Format

It consists of the following

Reliance MartStore- A neighborhood concept. Reliance Mart- A hyper market concept. Offers some unique services to

the shoppers like tailoring, shoe repair, watch repair, a photo shop, giftservices.

Reliance AutoZone- An automotive specialty concept. Reliance Living- A Furniture, Furnishing, Home ware and Home Kitchen

concept. Reliance Delight- A non-vegetarian offering. Reliance MFT Business- A membership cards, Insurance policies. Reliance Super- a Super mart concept will be a smaller version of the

hypermarket format. It is to offer over 10,000 products in variouscategories like grocery, home care, stationery, pharmaceutical products,apparels & accessories, FMCG, consumer durables & IT, automotiveaccessories and lifestyle products.

Specialty Format:It consists of the following-

Reliance Trends An apparel specialty concept. It is a specialty apparelstore that will sell men, women and children garments. The store will

carry the best of national and international brands like John Players, PeterEngland, Indigo Nation, Wrangler, Reebok and Lee. Reliance Footprint- A footprint concept. It is a specialty footwear that

would offer over 25,000 pairs of formal, casual, ethnic, party wear andsportswear in men, women and for children.

Reliance Digital A consumer durables and information technologyconcept


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Life Style FormatIt consists of the following-

Reliance timeout- A books, music& entertainment concept. It offers customer anextensive range of merchandise in books, music, stationery, toys and gifts

Reliance Jewels- A jewelry concept. Is a standalone fine jewelry format. It is tobe a one stop shopping destination for fine jewelry. Reliance Jewels will offer thefinest quality of diamonds and the widest range of daily wear, party wear andwedding designs.

ORGANISATION STRUCTURE

The organization structure of Reliance MartLtd is hierarchical in nature. In a hierarchical

organization employees are ranked at various levels the organizations, each level is one

above the other. At each stage in the chain, one person has a number of workers directlyunder them within their span of control.

A traditional hierarchical structure clearly defines each employee s role in

organization and defines the nature of their relationship with other employees .Hierarchal

organizations are often tall with narrow spans of control which gets wider as we move

down the structure. They are often centralized with the most important decisions being

taken by senior management.

Advantages of the Hierarchal Organizations

Authority and responsibilities clearly defined.

Clearly defined promotion path.

Vertical communications in the organization in the organization will be excellent.

Disadvantages of Hierarchical Organization

The organization can be bureaucratic and respond slowly to changing customer needs

and the market with which the organization operates.

Communication across section can be poor especially horizontal communication


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Vision & Mission & Quality Policy

Vision

Through sustainable measures, create value for the nation,

enhance quality of life across the entire socio-economic

spectrum and help spearhead India as a global leader in

the domains where we operate.

Mission

Create value for all stakeholders

Grow through innovation

Lead in good governance practices

Use sustainability to drive product development and enhance operational efficiencies

Ensure energy security of the nation

Create value for all stakeholders

Foster rural prosperity

Quality Policy

Reliance is committed to meeting customer requirements through continual improvementof its quality management systems. Reliance shall sustain organizational excellencethrough visionary leadership and innovative efforts.


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Products offered by Reliance Fresh

1. Martfruits and vegetables: This is the specialty of the store as

Martfruits and vegetables are provided at a much lower rate than the market

price.

2. Processed Food:All the premier brands. Examples are- Biscuits, Chips and

Maggie, etc.

3. Staples:The in-house brand of Reliance, i.e. Reliance Select is promoted in

addition to other brands.

4. Beverages: Beverages include juice, soft drinks, hot drinks etc.

5. Refrigerated products: includes frozen food.

Area of operations (National)

Reliance MartLimited

Retail Concepts & Services (India) Limited

Reliance Retail Insurance Broking Limited

RESQ Limited

Reliance Digital Retail Limited

Reliance Financial Distribution and Advisory Services Limited Reliance Retail Finance Limited

Reliance Retail Travel & Forex Services Limited

Reliance Trends Limited

Reliance Wellness Limited

Reliance Brands Limited

Reliance Footprint Limited

Reliance F&B Services Limited

Strategic Manpower Solutions Limited

Reliance Gems and Jewels Limited

Reliance Integrated Agri Solutions Limited

Reliance Universal Ventures Limited Reliance Lifestyle Holdings Limited

Reliance Autozone Limited

Delight Proteins Limited

Reliance Supply Chain Solutions Limited

Reliance Leisures Limited

Reliance Home Store Limited

Reliance Agri Products Distribution Limited
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Reliance Food Processing Solutions Limited

Reliance Trade Services Centre Limited

Reliance Digital Media Limited

Reliance Loyalty & Analytics Limited

Reliance Retail Securities and Broking Company Limited

Reliance Vantage Retail Limited Reliance Infrastructure Management Services Limited

Reliance People Serve Limited

Reliance Personal Electronics Limited

Reliance One Enterprises Limited

Reliance-Grand Optical Private Limited

Reliance Review Cinema Limited

Reliance Replay Gaming Limited

Reliance Nutritional Food Processors Limited

Reliance Petro Marketing Limited

LPG Infrastructure (India) Limited

Reliance Office Solutions Private Limited Reliance Home Products Limited

Reliance Style Fashion India Limited

Reliance Styles India Limited
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Organization Structure Of Reliance Retail

CEO

Head

Administrator

Manager

Commercial

Manager

Asst. Manager

Executive

Operational

Cluster

Manager

Stort Manager

Asst. Store

Manager

C&A

Senior CSA

CSA

Junior CSA

HR

HR Manager

Asst. HR

Manager

Executive HR

Manager

SLP

Manager

Officer

Guard

Marketing

Manager

Executive

D&L

DC Manager

Inbound

Logistics

Outbound

Logistics

Executive

Other Income

Manager

CS

Manager

Executive

EPI

Manager

Executive


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ORGANIZATION STRUCTURE OF RELIANCE FRESH

OFFICE STR

OPERATIO

HR MARKETINGD&L MERCHANDISINGT&D

CLUSTER

MANAGERCOMMERCIAL

ACCOUNTS

SLP

STORE

MANAGER

DAIRY &

FROZEN

STAPLES

RECRUITMENT

& TALENT

ACQUISION

HR

OPERATIONS

F&V

SUPERVISO

FMCGNON-FOOD

FMCG

FOOD


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COMPETITORS INFORMATION

Auchan hypermarket

Auchan hypermarket pronounced as o-shaan situated in bannerghatta road, near

diary circle, Bangalore.

Max Hypermarket India(MHI), a part of Dubai based Landmark Group,

discontinued its eight year partnership with Dutch retailer SPAR and now has tie

up with the Auchan Group, which is the 12th largest food retailer.

MHI has undertook a rebranding exercise of its stores from SPAR to Auchan.

They have 616 Hypermarkets in 13 countries.

Currently they have 13 hypermarkets in India.

They have plans to open 12-15 new stores in various geographies in India.

Hypercity

Hyper CITY has 12 stores operating across 9 cities viz. Mumbai, Pune, Amritsar,

Jaipur, Bengaluru, Bhopal, Ludhiana, Ahmedabad & Hyderabad.

It offers a wide range of product in categories like Martproduce, Foods and

Grocery, Home, Bakery, electronics, Furniture, Sports, Toys & Apparel.

Hyper city has been awarded the MOST ADMIRED RETAILER in the

Hypermarket category at the Images Retail Forum Awards held on the 11th of Oct

2012.

I have selected store located in royal meenakshi mall, bannerghatta road,

Bangalore.


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Total retail

TOTAL hypermarket & mall is the retail venture of the Jubilant Group. Launched

in November 2006, TOTAL has three stores in Bangalore, at Madiwala, Mysore

Road and now at Sarjapur Road.

The hypermarket offers the best variety and value on products such as Apparel &

footwear, Consumer electronics & IT products, MartFruits & Vegetables,

MartFish, Meat & Poultry, Staples & Groceries, Bakers Factory - MartBakery,MartHome Made Food , FMCG - Processed Foods & Non Foods, Furniture,

Home furnishings etc.

More Mega Store

More is a pan-India retail chain operated by the Aditya Birla Group company,

Aditya Birla Retail Ltd.

Currently it has 540 supermarkets and nine hypermarkets across the country. It

plans to increase it to 1,300 supermarkets and 65 hypermarkets respectively by

2016.

It sells a range of Martfruits & vegetables, groceries, personal care, home care,

general merchandise & a basic range of apparels.

Aditya Birla Retail Limited provides customers products under its own labels.Private label Food Brands include Feasters, Kitchen's Promise, and Best of India.

I have selected the outlet situated in 4th block Jayanagar, BMTC Bangalore.

Food World

Food world previously known as spencers daily, is a chain of supermarket stores.

In august 1999 it became a separate company.

Currently it operates 73stores in Bangalore, Hyderabad, Coimbatore and Chennai.


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Godrej nature basket

Godrej nature basket is the retail venture of Godrej Group and is today the Indiasforemost retail destination for fine foods from across the world.

Currently it operates 25 stores in various places such as Mumbai, New Delhi,Gurgaon, Pune, Hyderabad and Bengaluru.

International cuisine selection- a huge variety of delicious cheeses of all kinds

from France and Italy, Martand spicy ingredients from Thailand etc.

Mr. Mohit Khattar is the present managing director of Godrej Nature Basket.

Hopcoms

The Horticultural Co-operative Marketing and Processing Society Ltd or

HOPCOMS are established with the principal objective of establishing a proper

system for the marketing of fruits and vegetables.

Hopcoms is a facilitator between the grower and the consumer.

The operation of the society covers five districts-Bangalore urban, Bangalore

rural, kolar, Ramanagar and chikkaballapura districts.

Presently, HOPCOMS handles around 100M.T of fruits and vegetables everyday.


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Infrastructural Facilities

The store has a 3 stored building of 3000sqt ft as the parking facility for thecustomers.

The total area of the store is 7500 sq ft. It is a three 3 stored building plusbasement.

Drinking facility available at all floors of the store.

The store has a centralized Air conditioning system.

The store has 3 cold storage units of 500 sq ft each.

The store also has a canteen facility for the employees.

Awards and achievements

Corporate rankings and ratings:

RIL continues to be featured, for the sixth consecutive year, in the Fortune Global500 list of the World's Largest Corporations, ranking for 2010 is as follows:

Ranked 175 based on Revenues Ranked 100 based on Profits

RIL is ranked 68th in 2010, in the Financial Times' FT Global 500 list of theworld's largest companies (up from previous year's 75th rank).

RIL has been ranked at 20th position, on the basis of sales, in the ICIS Top 100Chemicals Companies list. RIL is the only Indian company in the world's Top 20chemical companies in the global ranking. RIL has also been named as the 8thbiggest gainer in the list in terms of operating profits

RIL is the only Indian company to get a perfect score from CLSA Asia-PacificMarkets (CLSA) in a list of Asia's best companies in terms of CSR and termed theCompany as the region's 'Corporate Good Guy'. In its 'Ethical Asia' 2010 report,

CLSA has named RIL among its top picks for providing very good data and goingwell beyond required disclosure.


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RIL is rated as the 33rd 'Most Innovative Company in the World' in a surveyconducted by the US financial publication- Business Week in collaboration withthe Boston Consulting Group (BCG). Further, in 2010, BCG has ranked RILsecond amongst the world's 10 biggest, 'Sustainable Value Creators', companiesfor creating the most shareholder value for the period 2000 to 2009.

Retail

Reliance Footprint received the Retailer of the Year Award in the Non Appareland Footwear category at Asia Retail Congress 2010.

Reliance TimeOut received the Retailer of the Year Award in the LeisureCategory at Asia Retail Congress 2010.

Vision Express was bestowed the 'Award 2010' for its contribution by theNetherlands India Chamber of Commerce and Trade in 2010.

Reliance Trends received the 'Retail Marketing Campaign of the Year Award' atthe Asia Retail Congress 2010.

Reliance Trends received the 'Impactful Retail Design and Visual Merchandisingof the Year Award' at the Asia Retail Congress 2010.

Work Flow Model of Reliance Fresh

A workflow consists of a sequence ofconcatenated (connected) steps. Emphasis is onthe flow paradigm, where each step follows the precedent without delay or gap and endsjust before the subsequent step may begin. This concept is related to non overlappingtasks of single resources.

It is a depiction of a sequence of operations, declared as work of a person, a group ofpersons, an organization of staff, or one or more simple or complex mechanisms.Workflow may be seen as any abstraction of real work. For control purposes, workflowmay be a view on real work under a chosen aspect,[2]thus serving as a virtualrepresentation of actual work. The flow being described may refer toa document orproduct that is being transferred from one step to another.

Workflow concepts are closely related to other concepts used to describe organizational

structure, such as silos, functions, teams, projects, policies and hierarchies. Workflows

may be viewed as one primitive building block of organizations. The relationships amongthese concepts are described later in this entry.
http://en.wikipedia.org/wiki/Sequencehttp://en.wikipedia.org/wiki/Chainhttp://en.wikipedia.org/wiki/Flowhttp://en.wikipedia.org/wiki/Paradigmhttp://en.wikipedia.org/wiki/Resourcehttp://en.wikipedia.org/wiki/Workflow#cite_note-2http://en.wikipedia.org/wiki/Workflow#cite_note-2http://en.wikipedia.org/wiki/Workflow#cite_note-2http://en.wikipedia.org/wiki/Documenthttp://en.wikipedia.org/wiki/Product_(business)http://en.wikipedia.org/wiki/Information_silohttp://en.wikipedia.org/wiki/Teamhttp://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Policyhttp://en.wikipedia.org/wiki/Hierarchical_organizationhttp://en.wikipedia.org/wiki/Hierarchical_organizationhttp://en.wikipedia.org/wiki/Policyhttp://en.wikipedia.org/wiki/Projecthttp://en.wikipedia.org/wiki/Teamhttp://en.wikipedia.org/wiki/Information_silohttp://en.wikipedia.org/wiki/Product_(business)http://en.wikipedia.org/wiki/Documenthttp://en.wikipedia.org/wiki/Workflow#cite_note-2http://en.wikipedia.org/wiki/Resourcehttp://en.wikipedia.org/wiki/Paradigmhttp://en.wikipedia.org/wiki/Flowhttp://en.wikipedia.org/wiki/Chainhttp://en.wikipedia.org/wiki/Sequence


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The term workflow is used in computer programming to capture and develop human-to-machine interaction.

Workflow is a term used to describe the tasks, procedural steps, organizations or peopleinvolved, required input and output information, and tools needed for each step in abusinessprocess. A workflow approach to analyzing and managing a business process

can be combined with an object-oriented programming approach, which tends to focus ondocuments and data. In general, workflow management focuses on processes rather thandocuments.

A number of companies make workflow automation products that allow a company tocreate a workflow model and components such as online forms and then to use thisproduct as a way to manage and enforce the consistent handling of work. For example, aninsurance company could use a workflow automation application to ensure that a claimwas handled consistently from initial call to final settlement. The workflow applicationwould ensure that each person handling the claim used the correct online form andsuccessfully completed their step before allowing the process to proceed to the nextperson and procedural step.

A workflow engine is the component in a workflow automation program that knows all

the procedures, steps in a procedure, and rules for each step. The workflow engine

determines whether the process is ready to move to the next step. Some vendors sell

workflow automation products for particular industries such as insurance and banking or

for commonly-used processes such as handling computer service calls. Proponents of the

workflow approach believe that task analysis and workflow modeling in them are likely

to improve business operations.
http://searchcio.techtarget.com/definition/workflowhttp://searchsoa.techtarget.com/definition/object-oriented-programminghttp://searchdatamanagement.techtarget.com/definition/datahttp://searchdatamanagement.techtarget.com/definition/datahttp://searchsoa.techtarget.com/definition/object-oriented-programminghttp://searchcio.techtarget.com/definition/workflow


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Farmers & RMC Yard, Companies, Suppliers, etc. The

company purchases goods from the farmers, AMPC yards,

companies & Suppliers

From the yard the goods are moved to the collection centers,

where the goods are graded according to the standards

From the collection center the goods are moved to the

Distribution Centers where the goods are again graded, given a

bar code and acked.

The packed and graded goods are then moved to the stores

according to their needs. The orders from the store for the

re uired roducts should be intended two da s rior.

Then the products are displayed in lounges & shelves with their

respective SELs and POPs.

Next, the customers pick the desired products and move to theweighing counter, where only the fruits and vegetables are weighed

and price tags are pasted on the bags.

Now the customers move to the billing counters situated at theexit point of the store where, the customers need to pay the

billed amount .

The home delivery services are provided to the customers if

their residence is within 5 kms radius from the store. With

certain conditions a lied.


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McKensys7Ss Model for Reliance Fresh:

The rationalized plan for effective leadership and management for Starbucks Corporation

is best presented through McKinsey 7S Framework. It has to be noted that the essence

of McKinseys 7S model is that a firm is the comprehensive sum of its parts, and that the

internal dynamics of an organization clearly determine that organizations ability to

compete, the premise being that both the strategy and the structure of the organization

determine managements effectiveness.

The 7Ses of the framework are divided into hard and soft elements. Strategy, structure

and systems are considered to be hard elements of the framework, whereas, soft elements

consist of shared values, skills, style and staff. Reliance Mart management has direct

influence and control over the hard elements of the framework, whereas the soft elements

are usually influenced by corporate culture, and therefore they are more difficult to

control.

Hard Elements:

Strategy: Reliance Mart has to be concentrating on the quality of its products at the sametime offering excellent level of customer services. The main strategy for the company isto increase revenues through effectively positioning Reliance Mart stores as third placeenvironment.

Structure: Flat management structure needs to be achieved through de-layering.Specifically, the positions of assistant department managers needs to be eliminated withinthe stores, after which there will be only four levels of managementstore manager,department manager, supervisor and customer service associates (CSAs), thusconsiderable amount of costs can be saved and organizational efficiency can beincreased.

Systems: Rather than daily roles among customer assistant being appointed by shiftsupervisors, the rotation system of duties needs to be introduced that will reduce thepotential of conflicts among the workforce, and the workprocess would be moreinteresting.
http://research-methodology.net/starbucks-mckinsey-7s-framework/http://research-methodology.net/starbucks-mckinsey-7s-framework/


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Soft Elements:

Shared values: Currently effective set of values are being promoted by management atReliance Fresh, however, more effective initiatives and programs need to be devised thatwould ensure these values being shared and appreciated by all members of the workforce.

Skills: Necessary training and development programs need to be organized in asystematic manner and thus it has to be ensured that all members of the workforce areequipped with skills necessary to achieve a high level of customer satisfaction.

Style: Management style within stores should be changed from Laissez Faire toParticipative management so that all the work force can be motivated to take part inDecision Making. In this way a greater number of the workforce can be effectivelymotivated for higher performances with less financial resources.

Staff: Only capable and promising candidates need to be employedby Reliance Mart andemployees have to be provided growth potential. It refers to employees and their need fordevelopment and motivation. Maslows Hierarchy of Needs (1943) is considered to be aneffective theoretical framework needed to be taken into account when dealing withemployee motivation issue. Maslow divides human needs into different levelspsychological, safety, belonging, esteem and self-actualization. Accordingly, RelianceMart management is recommended to identify and focus on immediate needs of eachemployee when trying to motivate them. Moreover, employee motivational tools used by

Reliance Mart management should include both, tangible and intangible rewards.
http://research-methodology.net/starbucks-mckinsey-7s-framework/http://research-methodology.net/starbucks-mckinsey-7s-framework/


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SWOT Analysis

Strengths:

Wide range of products both Indian and imported fruits.

Best parking facility. (CPS)

Location advantage.(residential area)

Visibility advantage.

Good store atmosphere.(Music and Odor in the store)

Weaknesses:

Customers have many complaints regarding the billing counters and loyalty

programs of hyper city.

Lack of training to employees.

Low awareness of the international brands.

Operates in India only.


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Opportunities:

Indias fast growing retail sector.

Growth in Indias middle class.

Countrys rapid urbanization.

Demand for western style goods.

High potential market.

Huge untapped market.

25% annual growth in retail sector.

Invention of new technologies.

Increase in the expenditure on luxury items.

Nuclear families in urban areas.

Threats Competition of existing or potential retailers.

Difficulty in choosing POD (Pint of Difference).

Shift in consumer tastes.

Continuous change in market demand.

Environmental effects.

New Government regulations.

Price increases by suppliers.

Shifts in consumer behavior.


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Analysis of Financial Statements

Particulars Mar 2012 Mar 2011 Mar 2010 Mar 2009 Mar 2008

Operational & Financial Ratios

Earnings Per Share (Rs) 61.27 61.98 49.64 97.29 133.88

CEPS(Rs) 96.10 103.56 81.74 65.15 83.62

DPS(Rs) 8.50 8.00 7.00 13.00 13.00

Book NAV/Share(Rs) 498.22 446.30 392.51 727.78 542.83

Tax Rate(%) 22.17 19.63 20.98 16.95 15.44

Margin Ratios

Core EBITDA Margin(%) 9.89 14.60 14.92 15.87 16.03

EBIT Margin(%) 8.36 10.66 11.25 13.79 17.30

Pre Tax Margin(%) 7.58 9.76 10.25 12.60 16.52

PAT Margin (%) 5.90 7.84 8.10 10.46 13.97

CashProfitMargin (%) 9.25 13.10 13.34 14.01 17.45

Performance Ratios

ROA(%) 6.91 7.57 6.54 7.74 14.57

ROE(%) 12.97 14.78 13.37 15.83 27.77

ROCE(%) 12.77 13.63 11.89 13.21 23.36

Asset Turnover(x) 1.17 0.97 0.81 0.74 1.04
http://money.livemint.com/IID64/F100325/Financial/Ratios/Company.aspxhttp://money.livemint.com/IID64/F100325/Financial/Ratios/Company.aspxhttp://money.livemint.com/IID64/F100325/Financial/Ratios/Company.aspxhttp://money.livemint.com/IID64/F100325/Financial/Ratios/Company.aspx


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Sales/Fixed Asset(x) 1.59 1.18 1.10 1.15 1.37

Working Capital/Sales(x) 5.35 10.19 6.59 6.69 6.29

Efficiency Ratios

Fixed Capital/Sales(x) 0.63 0.84 0.91 0.87 0.73

Receivable days 19.26 20.53 14.78 13.47 13.05

Inventory Days 35.33 40.08 38.08 36.27 34.57

Payable days 44.80 57.79 70.13 76.48 59.77

Valuation Parameters

PER(x) 12.21 16.91 21.65 7.83 8.46

PCE(x) 7.79 10.12 13.15 11.69 13.54

Price/Book(x) 1.50 2.35 2.74 2.09 4.17

Yield(%) 1.14 0.76 0.65 0.85 0.57

EV/Net Sales(x) 0.83 1.54 2.08 2.05 2.71

EV/Core EBITDA(x) 6.87 9.31 12.12 11.48 12.49

EV/EBIT(x) 9.63 13.91 17.76 14.44 15.00

EV/CE(x) 0.93 1.35 1.60 1.19 2.41

M Cap / Sales 0.74 1.38 1.83 1.69 2.47

Growth Ratio

Net Sales Growth(%) 32.93 28.95 35.68 6.30 19.47

Core EBITDA Growth(%) -3.32 24.63 30.22 -12.31

40.98


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EBIT Growth(%) 3.07 22.29 11.73 -16.23 53.33

PAT Growth(%) -1.21 24.95 6.05 -21.32 62.92

EPS Growth(%) -1.15 24.85 -48.97 -27.33 56.17

Financial Stability Ratios

Total Debt/Equity(x) 0.42 0.46 0.49 0.65 0.46

Current Ratio(x) 1.92 1.36 1.75 1.61 1.92

Quick Ratio(x) 1.40 0.94 1.08 1.20 1.33

Interest Cover(x) 10.66 11.84 11.29 11.56 22.36

Total Debt/Mcap(x) 0.28 0.20 0.18 0.62 0.22

Learning Experience

Understood the aspects of delegation of authority, responsibility, co-ordination,and team work.

Understood the behavior and culture of an organization.

The company is maintaining the quality of the products.

Understood the customers attitude towards purchasing of products.

Understood the operations of the store.

Learnt the preparing of F&V indent, doing Dump entry, working on mettler and

cash counters.


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PART B

General introduction:

Customer is a person who demands for the products or services offered by the marketer or

supplier. Whereas the term consumer refers to the end user of the product or service. They may or

may not be the customer.

Customer Satisfaction

Satisfaction is a persons feeling of pleasure or disappointment resultingfrom comparing aproducts perceived performance (or outcome) with theperformance he expects of it.

Complete customer satisfaction is achieved by understanding

customer requirement and delivering superior quality of goods and

services.

Defining customer value and satisfaction. Over 38 years ago, Peter Dhuker observed

that a companys first task is To create customers However, customers face a vast arrayof products and brand choices, price and suppliers. How do they make their choices?

We believe that our customers estimate which offer will deliver the most value.Customer value maximizes within the bounds rich costs and limited knowledge, whether

or not the offer lives up to value expectation affects both satisfaction and repurchase

probability.


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Customer perceived value

Our premise is that customer will buy from the firm that they see as offering

the highest perceived value (cpv) is the difference between the prospective customersevaluation of all the benefits and all the costs of an offering & the perceived alternatives.

Total customer value is the perceived monetary value of the bundle of economic

functional and psychological benefits customers expect from a given market offering.

Total customer cost is the bundle of costs customers expect to incur in

evaluating, obtaining, using and disposing of the given market offering.

Total customer satisfaction:

Whether the buyer is satisfied after the purchase depends on the offersperformance in relation to the buyers expectation. In general satisfaction is a persons feeling of

pleasure or disappointment resulting from compiling a products perceived

Performance (or outcome) in relation to his or her expectations. If the performance falls short of

expectations, performance matches the expectation, the customer is satisfied. If the performance

exceeds expectations the customer is highly satisfied or delighted.

The link between customer satisfaction and customer loyalty is not proportional. Suppose

customer satisfaction is rated on a scale from one to five at a very low level of customer

satisfaction (that is at level one), customers are likely to abandon the company and even bad

mouth it. At levels two to four, customer are fairly satisfied but still find it easy to switch when a

better offer comes along. At level five, the customer is very likely to repurchase and even spread

good word or delight creators an emotional bond with the brand or company not just a rationalpreferences.

Measuring satisfaction although the customer centered firm seeks to create high customer

satisfaction that is not its main goal. If the company increases customer satisfaction by lowering

its service the result may be lower profits.


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The company may be able to increase its profitability by means of other than increased

satisfaction (for example, by improving manufacturing processes or investing more in research

and development). Also the company has many stake holders including employers, dealers,

suppliers and stock holder spending more to increase Customer Satisfaction might divert funds

from increasing the satisfaction of their partners. Ultimately, the company must operate on thephilosophy that it is trying to deliver a high level of customer satisfaction subject to delivering

accepting levels of satisfaction to the other stakeholders, given its total resources.

Attracting customers

Today customers are becoming harder to please. They are smarter, more price

conscious, more demanding, less forgiving and they are approached by many more competitors

with equal or better offers. The challenge, according to Jeffery gitomer is not to produce

statistical customers, several competitors can do this. The challenge is to produce delighted and

loyal customers.

Companies seeking to expand their profits and sales have to spend considerable time

and resources searching for new customer. To generate leads the company develops ads and

places them in media that will reach new prospects, it sends direct mail and makes phone calls to

possible new prospects , its sales people participate in shows and exhibitions where they might

find new leads and so on. All this activity produces a list of suspects.

To motivate its employees to serve the customers well it displays the following

poster prominently around its office.

WHO IS A CUSTOMER?

A customer is the most important person ever in this office.. In personal by mail.A customer is not dependent on us .. We are dependent on him.A customer is not an interruption at our work.. he is the purpose of it.


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We are not doing a favor by serving him. He is doing a favor by giving us theopportunity to do so.A customer is not someone to argue, or match wins with.Nobody ever won an argument with the customer.

A customer is a person who brings us his wants. Its our job to handle them profitably and to

ourselves.

Forming strong customer bonds: the basics

Companies that want to form strong customer bonds need to attend to the followingbasics.

Get cross- departmental participation in planning and managing the customer satisfactionand retention process.

Integrate the voice of the customers in all business decisions.

Create superior products, services, and experiences for the target market.

Organize and make accessible a database of information on individual customer needs,preferences, contacts, purchase frequency and satisfaction.

Make it easy for customer to reach appropriate company personnel and express theirneeds perceptions and complaints.

Tools for tracking and measuring customer satisfaction

Complaint and suggestion systems:

A customer- centered organization makes it easy for customer to register suggestion

and complaints. Some customer centered companies like P&G, general electric and whirlpool

establish hotlines with toll free numbers. Companies are also using web & E-mail for quicktwo way communication.


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Customer satisfaction surveys:

Studies show that although customers are dissatisfied with one out of every four

purchases, less than 5% will complain, most customers will buy test or switch suppliers.

Responsive companys measure customer satisfaction directly by conducting periodic surveyswhile collecting customer satisfaction data, it is also useful to ask additional questions to

measure repurchase intention to measure the likelihood or willingness to recommend the

company and the brand to others.

Lost customer analysis:

Companies should contact customers who have switched to another supplier to learn why

this happened. Not only this, it is also important to conduct exit interviews when

customers first stop buying, it is also necessary to monitor the customer lost rate.

Statement of the problem:

A study of consumer satisfaction level at Reliance Mart, Whitefield, Bangalore.

Objectives of the study:

To find out customers satisfaction about the products and services available at

store and also find out their expectations (if any).

To measure the specific reason for satisfaction and dissatisfaction.

To know the perception of the customers wrt to Reliance Mart.

To know the service issues/ areas that needs improvement.

To know the closest competitors.

To know the factors influencing the customers to enter Reliance Mart.


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NEED AND SCOPE OF THE STUDY

This study covers customers of Reliance Mart. The study makes effort to ascertain the

satisfaction level of customers of Reliance Mart through survey. So that company would

be able to come up to the expectation level of its customer. The company can come up to

the expectation only by finding out the problem that customer are facing during their

purchase from Reliance Mart. The subject has been taken for the research as it plays key

role in the success of retail sector.

No company can think of selling their product without having proper marketing

strategies. No company can survive in long run without coming up to the expectation

level of customer. So it becomes easy to come up with various strategies if they know the

customer satisfaction level of the customers.

In Reliance Mart, the knowledge about the satisfaction of customers and their

preferences will help in improving the profitability and sales of the organization. The

study will also help in understanding the expectations of the customers and that will help

in providing the appropriate products and services according to the preference and tastes

of customers while they are visiting the store. So understanding the satisfaction level of

customers is important for the growth of the organization

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It

may be understood as a science of studying how research is done scientifically. In it we

study the various steps that are generally adopted by a researcher in studying his research

problem along with the logic behind them

Research design-


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Research design is the conceptual structure within which research is conducted; it

constitutes the blueprint for the collection, measurement and analysis of data. As such the

design includes an outline of what the researcher will do from writing the hypothesis and

its operational implications to the final analysis of data. A research design is purely and

simply a frame work or plan for a study that guides the collection and analysis of the

data.

There are three types of researches are used for the preparation of this project

1) Descriptive research:

In this project descriptive type of research is done. It includes surveys and fact-

findings enquiries of different kinds. The main purpose of descriptive research is

description of the state of affairs, as it exists at present.

The main characteristics of this method are that the researcher has no control over

the variables. He can only report what has happened or what is happening.

2) Analytical research

In analytical research on the other hand, the researcher has to use facts orinformation already available, and analyze these to make a critical evaluation of the

material.

3) Casual Research

The objective of causal research is to test hypotheses about cause -and-effect

relationships.

RESEARCH APPROACH


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Survey is the most commonly used method of primary data collection in

marketing research. Survey is the systematic gathering of data from respondents through

personal interview or questionnaire. The survey method was used to achieve the

objectives of the study.

RESEARCH INSTRUMENTA structured non-disguised questionnaire having multiple choice questions was

used as research instrument. Data is collected through the structured questionnaire. A

questionnaire is a formal list of questions to be answered in the survey. Most of the

questions used were closed ended.

SAMPLE DESIGN

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample fromthe universe to know about its characteristics.

Sampling Units: Customers of Reliance Mart.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

Sample Size: 100

DATA ANALYSIS TECHNIQUE


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Quantitative technique is used for the data analysis.

DATA COLLECTION

The success of any project or market survey depends heavily on the data collection and

analysis. It is necessary that the data collected is a reliable data in order to achieve the

research objective. All data sources can be classified into two:

1. Primary Data

2.

Secondary Data

PRIMARY DATA

The primary data are those which are collected aMartand for the first time and thus

happen to be original in character.

1.Personal Interview

2.Questionnaires

3.Observation

BY OBSERVATION

This method implies the collection of information by way of investigators own

observation, without interviewing the respondents. The information obtained relates to

what is currently happening and is not complicated by either the past behavior or future

intentions or attitudes of respondents. The information provided by this method is also

very limited. As such this method is not suitable in inquiries where large samples are

concerned.


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INTERVIEW

Interview is one of the chief means of collecting data in research process. The

investigator follows a rigid procedure and seeks answers to a set of pre-conceived

questions through personal interviews. Interview may be defined as a systematic

conversation initiated for a specific purpose and focus on certain content areas.

SURVEYS

There are mainly three types of surveys, depending upon the method of data

gathering used: Personal surveys and Questionnaire.

Advantages of Surveys

1. Wider Distribution

2. Less Distribution bias

3. Thoughtful reply

The primary data under processing is collected from both direct filling the questionnaires.

SECONDARY DATA

The secondary data are those which have already been collected by someone else

and which have already been passed through the statistical process. Secondary data also

used for find out some facts regarding reliance retail ltd.

Secondary data is collected from

a) Internet

b) Books and journals

c) Companys website and training material from reliance retail ltd.


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TOOLS FOR DATA ANALYSIS

1)Percentage method

In survey research refers to the number of people who answered the survey

divided by the number of people in the sample. It is usually expressed in the form of a

Percentage.

Limitations of the study:

The study is only for reliance Mart to a particular location and a very small sample of

respondents. Hence the findings cannot be treated as representative of the entire retail

industries

Respondents may be given biased answers for the required data. Some of the respondents

did not like to respond.

Respondents tried to escape some statements by simply answering neither agree nordisagree to most of the statements. This was one of the most important limitations faced,as it was difficult to analyze and come at a right conclusion.

In our study we have included 100 customers because of the time limit.

It is assumed that the respondents understood the questions in the questionnaires as they

were supposed to. The chances of misunderstanding were remote but it cannot be ruled

out.

It is assumed that the information given by the respondents is true as per their knowledge

and hence the chances of biased information is remote but definitely cannot be ruled out.

Due to the limited number of respondents, the finding may not be the same for the whole

population.


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Data Interpretation & Analysis

1. How often do you purchase from Reliance mart?

a. More than 8 times a month

b. 4 to 8 times a monthc. 1 to 4 times a month

d. Less than once a month

Interpretation:

In the survey, 20% of respondents revealed that they visit more than 8 times in amonth & 65% of customers visit 4 to 8 times in a month which shows their

loyalty towards the store. 12% of the respondents visits 1 to 4 times and 3% visitless than 1 time in a month.

more than 8

times

20%

4 to 8 times

65%

1 to 4

times

12%

less than 1 time

3%

more than 8 times

4 to 8 times

1 to 4 times

less than 1 time


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2. Which of these segments you think is the best in your perspective?

a. Apparels

b. Footwear

c. Personal care

d. Home care

e. Lifestyle(stationery, music and movies, sporting goods)

f. Food products (fruits and vegetables, bakery, beverages).

g. Consumer Durable Information Technology(Electronic goods)

Interpretation:

47% of the respondents feel food section is best in their perspective & 23% of them feel

apparel section is the best. Next to that is home care for which 18% respondents feel

good. Following with CDIT 9% & personal care 3%. Nobody responded well to footwear

and lifestyle section.

Apparels

23%

Footwear

0%

Personal Care

3%

Home Care

18%

Lifestyle

0%

Food Products

47%

CDIT

9%

Sales

Apparels

Footwear

Personal Care

Home Care

Lifestyle

Food Products

CDIT


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3. On the scale of 1 to 5, please indicate your satisfaction with various aspects of

Reliance mart (1 is )

Highly Satisfied Satisfied Average Dis-satisfied Highly Dis-Satisfied

Parking

Welcoming

Display of products

Offers & Discounts

Quality & Variety

Behavior of the Staff

Trolley Facility

Ambiance &Cleanliness

Billing Counter speedduring rush hours

Variety of mode ofpayment

Home Delivery

Handling of Complaints


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Interpretation:

From the pie chart depicted above of the 100 respondents who answered thequestionnaire, 80% of respondents are highly satisfied with the parking and 10% aresatisfied. Following with 10% average and none of the respondents are dissatisfied andhighly dissatisfied.

Interpretation:

From the pie chart depicted above of the 100 respondents who answered thequestionnaire, none of the respondents are highly satisfied on the aspect of welcoming ofthe store and 34% are satisfied. 17% of respondents are average satisfied following with28% dissatisfied and 21% highly dissatisfied.

80%

10%

10%

0% 0%

Parking

Highly Satisfied

Satisfied

Average

Dis-Satisfied

Highly Dis-Satisfied

0%

34%

17%

28%

21%

Welcoming

Highly Satisfied

Satisfied

Average

Dissatisfied

Highly Dissatisfied


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Interpretation:

From the pie chart depicted above of the 100 respondents who answered the

questionnaire, 13% of respondents are highly satisfied and 29% are satisfied with the

display of products. 19% are average satisfied, 27% are dissatisfied and remaining 12%

of respondents are highly dissatisfied.

Interpretation:


questionnaire, 3% are highly satisfied and 42% are satisfied with the offers and discounts.

47% of respondents are average satisfied, 8% are dissatisfied and none of the respondents

are highly dissatisfied.

13%

29%

19%

27%

12%

Display of Products

Highly Satisfied

Satisfied

Average

Dis satidfied

Highly Dis-satisfied

3%

42%

47%

8%

0%

Offers and Discounts

Highly Satisfied

Satisfied

Average

Dis-satisfied



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Interpretation


questionnaire, 13% are highly satisfied and 56% are satisfied with the quality & variety.

27% of respondents are average satisfied, 4% are dissatisfied and none of the respondents

are highly dissatisfied.

Interpretation:


questionnaire, none of the respondents are highly satisfied and 35% are satisfied with the

staff behavior. 32% of respondents are average satisfied, 22% are dissatisfied and 11% of

the respondents are highly dissatisfied.

13%

56%

27%

4% 0%

Quality &Variety

Highly Satisfied

Satisfied

Average

Dis-satisfied


0%

35%

32%

22%

11%

Staff Behavior

Highly Satisfied

Satisfied

Average

Dis-satisfied



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Interpretation:


questionnaire, 28% of the respondents are highly satisfied and 56% are satisfied with the

trolley facility. 16% of respondents are average satisfied & none of the respondents are

dissatisfied and highly dissatisfied.

Interpretation:



ambiance and cleanliness. 24% of respondents are average satisfied, none of the

respondents are dissatisfied and highly dissatisfied.

28%

56%

16%

0% 0%

Trolley Facility

Highly Satisfied

Satisfied

Average

Dis-Satisfied


12%

64%

24%

0% 0%

Ambiance & Cleanliness

Highly Satisfied

Satisfied

Average

Dis-Satisfied



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Interpretation:


questionnaire, none of the respondents are highly satisfied and 22% are satisfied with the

billing counters speed during rush hours. 23% of respondents are average satisfied, 38%

are dissatisfied and 17% of the respondents are highly dissatisfied.

Interpretation:



variety of mode of payments. 24% of respondents are average satisfied, 23% are

dissatisfied and 12% of the respondents are highly dissatisfied.

0%

22%

23%38%

17%

Billing Counters speed during Rush Hours

Highly Satisfied

Satisfied

Average

Dis-Satisfied


9%

32%

24%

23%

12%

Variety of Mode of Payment

Highly Satisfied

Satisfied

Average

Dis-Satisfied



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Interpretation:



home delivery. 14% of respondents are average satisfied, 33% are dissatisfied and none

of the respondents are highly dissatisfied.

Interpretation:

From the pie chart depicted above of the 100 respondents who answered thequestionnaire, 4% of the respondents are highly satisfied and 54% are satisfied on the

aspect of handling of complaints. 12% of respondents are average satisfied, 30% are

dissatisfied and none of the respondents are highly dissatisfied.

21%

32%14%

33%

0%

Home Delivery

Highly Satisfied

Satisfied

Average

Dis-Satisfied


4%

54%12%

30%

0%

Handling of Compliants

Highly Satisfied

Satisfied

Average

Dis-Satisfied



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4. What needs improvement?

a. Availability of products and services

b. Freshness of food section

c. Billing and weighing counter

d. Promotional tools

e. Environment of the store

f. Packaging of product and services

g. The layout of the store

h. Quality of products available

i. Post sale services

Interpretation:

In the survey, 31% respondents feel billing and weighing counters speed and accuracy

needs improvement. 28% of respondents feel promotional tools needs to be improved.

13% of respondents feel post sales service and availability of products should be

improved. 6% & 7% feel freshness of food section and quality of products should be

improved.

13%

7%

31%28%

0%

0%

2%6%

13%

Availability of products andservices

Freshness of food section

Billing and Weighing counters

Promotional tools

Environment of the Store

Packaging of products and

servicesLayout of the store

Quality of products available

Post sales services


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5. What factor influences you to enter Reliance Mart?

a. Location

b. Availability of products and services

c. Price and quality of the products.

d. Offers and discounts

e. others

Interpretation:

In the survey, 48% respondents said location is the main factor which influences them to

enter the mart. Next to that, 23% respondents revealed offers and discount influences

them. Following with 16% are agreed that price and quality of products influenced them

to enter the mart & 13% revealed availability of products motivates to enter.

opt A

48%

opt B

13%

opt C

16%

opt D

23%

opt E

0%

motivational factor

opt A

opt B

opt C

opt D

opt E


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6. What perception do you hold about Reliance mart?

a. Is the best

b. Among the good ones

c. Not up to the mark

d. Not at the good

Interpretation:


questionnaire, 62% of respondents agreed Reliance Mart is the best compare

to others and 27% feels it is among the good. 11% revealed it is not up to the

mark & none of the respondents feel Reliance Mart is not at the good.

Is the Best

62%

Among the good

ones

27%

Not up

to the

mark

11%

Not at

the

good

0%

Perception

Is the Best

Among the good ones

Not up to the mark

Not at the good


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7. What is your overall satisfaction level rate towards Reliance mart?

a. Highly satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

e. Highly dissatisfied

(If your answer is (a or b) go to question no.8 else go to question no.9)

Interpretation:

On the parameter of overall satisfaction level towards the Reliance Mart, 22% of respondents

are highly satisfied & 54% are satisfied. 18% are neutrally satisfied, 6% are dissatisfied & none of

the respondents are highly dissatisfied.

Highly Satisfied

22%

Satisfied

54%

Neutral

18%

Dis-satisfied

6%


0% Satisfaction Level

Highly Satisfied

Satisfied

Neutral

Dis-satisfied



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8. State the reason for your satisfaction?

a. Price and services of the products.

b. Promotional activities

c. Availability and performance of the products

d. Post sales services

e. If others specify

Interpretation:

Out of 76% satisfied customers, 43% of respondents said price and quality of the

products is the reason for their satisfaction which should be maintained. Next to that is

28% of respondents are satisfied due to promotions. Following with 17% of respondents

revealed availability and performance of the products is the reason for their satisfaction.

12% of respondents are satisfied because of post sales services.

Opt A

43%

Opt B

28%

Opt C

17%

Opt D

12%

Opt E

0%

Satisfaction Level

Opt A

Opt B

Opt C

Opt D

Opt E


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9. Who do you think is the closest competitor to Reliance mart?

a. Total

b. Auchan

c. Hypercity

d. Big Bazaar

e. Others

Interpretation:

31% of respondents feel that Big Bazaar is the closest competitor to the Reliance Mart &

27% feel hyper city is the closest competitor and 23% feel there are other competitors.

Next to this, 11% and 8% of respondents feel Total and Auchan are the closest

competitor to the Reliance Mart.

Total

8%

Auchan

11%

Hypercity

27%Big Bazaar

31%

Others

23%

Competitors

Total

Auchan

Hypercity

Big Bazaar

Others


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11. Would you recommend Reliance mart to your near ones?

a. Yesb. No

c. Not sure

Interpretation:

From the pie chart depicted above who answered the questionnaire, 92% of respondents

told they will recommend to their near ones to buy in Reliance Mart, none of the respondents

marked no and 8% of respondents are not sure whether they are going to inform to their near

ones.

Yes

92%

No

0%

Not sure

8% 0%

Sales

Yes

No

Not sure


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Hypothesis Testing of customer satisfaction:

Let p denote the proportion of satisfied customers.

H0: claim is justified. i.e; p 0.8

H1: claim is false. i.e; p < 0.8

The sample proportion p = 76/100 = 0.76

Z= pp

p[(1-p)/n]


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Findings

Most of the people satisfied with billing process but some of having grievances

with billing that may be in some time there is long queue sometimes there is no

attendant.

Major percent of respondent are overall satisfied with the store.

Customers are enjoying the shopping in reliance fresh.

47% of the customers think food section is the best among the available segments.

85% of customers visit the store more than 4 times in a month which is very

helpful to increase the sales. Major percent of the respondent revealed Reliance Mart is the best which shows

that it is the number one retailer.

Big Bazaar and Hyper city is the closest competitor.

Major percent of the respondents are satisfied due to the price and quality of the

products available in the store which should be maintained.

54% of the respondents are not satisfied with the staffs behavior which should befocused by the management and immediate preventive measures should be taken.

Location plays a very important role to influence the customers to enter the store.

Most of the respondents are satisfied on the aspects such as trolley facilities, mode

of payments, parking, handling complaints etc which is very beneficial to the

company.


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Suggestions

Staff behavior should be improved. CSAS are not providing the information tothe customers. This is due to the lack of training or unfavorable attitude of the

CSAS. The company should arrange the training on spoken English programs as most of

the customers in white field are IT employees and foreigners.

Customers feel difficulty in finding the products in the store. So the product

should be placed in a permanent place in the store. Some of the customers are not finding the expected products such as frozen foods

etc which should be provided.

They should arrange certain promotional programs to increase the footfalls in

CDIT section.

The speed and accuracy of the billing and mettler machines should be

concentrated.

Sometimes in billing counters, they dont accept card payments (only cashpayments) due to the server problems which lead to the dissatisfaction of

customers. The company should discuss with the IT team and ensure the properconnection.

The range of products and services in the footwear, personal care & lifestyle

section should be improved. As most of the respondents revealed that they dontfind the variety in these sections.

As Big Bazaar and Hyper City are the closest competitors, the company should

have updated information about the strategies of both.


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Conclusions:

The report reveals that there is a huge scope for the growth of organized retailing in

Bangalore. With the rapid changing of lifestyle, modernization and westernization of the

people, there exists a huge scope for the growth of Reliance Mart store. Reliance Mart

store is able to provide almost all categories of items related to food, health, beauty

products, clothing, footwear and durable goods so it has become quite easier for the

customer to buy from one shop and hence it is a convenient way of shopping when

compared to the unorganized retailing.

Majority of the customers are satisfied with the products and services offered by the

Reliance Mart.


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ANNEXURES

Dear customers,

It has always been our earnest endeavor to serve you better. The following

Questionnaire is aimed to find out the Satisfaction level towards the Reliance Mart. You are

requested to respond fairly to the questions and guide us in developing strategies for serving you

better. We assure you that information provided by you will be kept confidential .

Name:

Age:

Gender:

Contact no:

Email id:

1. How often do you purchase from Reliance mart?

a. More than 8 times a month

b. 6 to 8 times a month

c. 3 to 5 times a month

d. 1 to 2 times a month

e. Less than once a month

2. Which of these segment do you think better in your perspective?

a. Apparels

b. Footwear

c. Personal care

d.

Home caree. Lifestyle(stationery, music and movies, sporting goods)

f. Food products (fruits and vegetables, bakery, beverages).

g. Consumer Durable Information Technology(Electronic goods)


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3. On the scale of 1 to 5, please indicate your satisfaction with various aspects of

Reliance mart?

a. Parking

b. Welcoming

c. Display of products

d. Offers and discounts

e. Quality and variety

f. Staffs behavior

g. Trolley facilities

h. Ambience and cleanliness

i.

Billing counter speed during rush hoursj. Variety of mode of payments

k. Home delivery systems

l. Handling of complaints

4. What needs improvement?

a. Availability of products and services

b. Freshness of food section

c. Billing and weighing counter

d. Promotional tools

e. Environment of the storef. Packaging of product and service

g. The layout of the store

h.

Nikhil EDITEDreport

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