class 11 project on business studies

PROJECT

A STUDYON EVALUATION OF CUSTOMER

CENTRICITY AT VALUERELIANCE FRESH STORES

BHIMAVARAM

SUBMITTED BY:NAME: YASH JAIN

ROLL: 09

SUBMITTED TO: Mr.K.S.D.Prasad

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CONTENT

1. Student Undertaking………………………………………………1

2. Company Certificate……………………………………………….3

3. Acknowledgement………………………………………………….4

4. Executive Summary....................................................5

5. Introduction……………………………………………………………8

6. Company Profile……………………………………………………..11

7. Objectives……………………………………………………………….24

8. Research Methodology……………………………………………25

9. Data Analysis and Suggestion………………………………….26

10. Recommendation………………………………………………….43

11. Appendices……………………………………………………………45

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Certificate

This to certify that Mr.Yash Jain of Class XI- A of J.Sikile School, Narsapur, has completed this project under my supervision. He has

taken keen interest and shown utmost sincerity in completion of this project. He has successfully completed the “Project Work in Business

Studies” up to my satisfaction

Mr.K.S.D.Prasad

Ms.nnnnn

(Principal)

J.Sikile School

Narsapur

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ACKNOWLEDGMENT

I would like to convey my thanks to Mr.K.S.D.Prasad, my Business Studies Teacher and Ms.B.Sirisha, Head of Department, J.Sikile School, Narsapur, for their immense help and guidance in the completion of my project. It is only due to their efforts that my project could be completed successfully. This report is submitted as a part of practical examination included in curriculum of CBSE for All India Senior Secondary Examination to be held in the year of 2016-2017.

Yash JainRoll No: 09

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EXECUTIVE SUMMARY

The customers are the only reason why we are in the business, so satisfying them will ultimately lead to profits. There is a need to highlight the importance of a customer service climate in Value format stores. A climate that emphasizes courtesy, competence and a work environment that promotes a strong working relationship and management.

Intention of this “PROJECT RELIANCE RETAIL” is to get assistance from customer feedback not only to identify problems but will also demonstrate customers that we care and always proactive in looking ways to improve the services we provide.

The project work includes collecting data as management trainee at Reliance Value chain. Trainees were assigned 2 stores each. We have to be present at one store every day. We have to interact with at least 8/10 customers document the feedback in prescribed format. Include an open ended, asking them if they have any additional comments or suggestions to make.

Most importantly, I collate report of questionnaires filled on daily basis and submit the same on Monday and Thursday with store observation report.

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My training was gone through different phrases which are following:

PHASE-1: In this phase an extensive training was given to us about basic terminology use in retail work is to be done in any store, which instruments, software’s they use and how they use them.

PHASE-2: The next phase was of to interact with the customers and take their feedback on that questionnaire and send the daily report to Reliance headquarters and along with on other side we are assigned one more project named as “MYSTERY SHOPPING” in which we went to different stores of reliance and of its competitors to find out the difference and some special observation and learning.

PHASE-3: analysis was done on the basis of the questionnaire filled up and the suggestions made by the respondents.

On further analyzing we found this project named “PROJECT RELAINCE RETAIL” was really the worthwhile to understand the retail chain system. Every store is made with particular specialization and we analyzed those stores are coming up to standard or not. If not then why and how can we control those deviations.

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INTRODUCTION

OVER VIEW OF RETAIL INDUSTRIES

The sale of goods or commodities in small quantities directly to the consumers is known as Retailing. Retail involves the process of selling consumer goods or services to customers through multiple channels of distribution to earn a profit.

Retailing in India is one of the pillars of its economy and accounts for about 10 percent of its GDP. The Indian retail market is estimated to be US$ 600 billion and one of the top five retail markets in the world by economic value. India is one of the fastest growing retail markets in the world, with 1.2 billion people.

The Indian retail industry is one of the fastest growing in the world. The retail market was at Rs. 23 lakh crore in 2011-12. According to the study, organized retail, that comprised just seven per cent of the overall retail market in 2011-12, is expected to grow at a CAGR of 24 per cent and attain 10.2 per cent share of the total retail sector by 2016-17.

Retail is amongst the fastest growing sectors in the country. Today, only a small part of retail in India is organised. The Indian retail sector is witnessing tremendous growth with the changing demographics and an improvement in the quality of life of urban people.

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The Indian retailing sector is at an inflexion point where the growth of

organised retail and growth in the consumption by Indians is going to adopt a

higher growth trajectory. The Indian population is witnessing a significant

change in its demographics. 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 growth drivers of the organised retail sector.

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INTRODUCTION TO THE TITLE:

“EVALUATION OF CUSTOMER CENTRICITY AT VALUE FORMAT

RELIANCE FRESH STORE.”

Reliance Retail, Ltd. operates retail outlets in India. Its retail outlets offer

foods, groceries, apparel and footwear, lifestyle and home improvement

products, electronic goods, and farm implements and inputs. The company’s

outlets also provide vegetables, fruits, and flowers. It focuses on consumer

goods, consumer durables, travel services, energy, entertainment and leisure,

and health and well-being products, as well as on educational products and

services. The company was founded in 2006 and is based in Mumbai, India.

Reliance Retail, Ltd. operates as a subsidiary of Reliance Industries, Ltd.

Intention of this “PROJECT RELIANCE RETAIL” is to get assistance from

customer feedback for not only identify problem areas but will also

demonstrate to customers that we care and are proactive in looking for ways

to improve the service we provide.

The project work includes collecting data as management trainee at Reliance Value Chain. Trainees were assigned two stores each. We have to be present at one store every day. We have to interact with atleast 8/10 customers document the feedback in prescribed format.

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INTRODUCTION TO THE COMPANY:

Reliance Fresh is the convenience store format which forms part of the retail

business of Reliance Industries of India which is headed by Mukesh Ambani.

Reliance plans to invest in excess of Rs 25000 crores in the next 4 years in their

retail division. The company already has in excess of 560 reliance fresh outlets

across the country. These stores sell fresh fruits and vegetables, staples,

groceries, fresh juice bars and dairy products.

A typical Reliance Fresh store is approximately 3000-4000 square. Feet and

caters to a catchment area of 1-2 km

HISTORY:

Post launch, in a dramatic shift in its positioning and mainly due to the

circumstances prevailing in UP, West Bengal and Orissa, it was mentioned

recently in news Dailies that, Reliance Retail is moving out of stocking fruits

and vegetables. Reliance Retail has decided to minimize its exposure in the

fruit and vegetable business and position Reliance Fresh as a pure play super

market focusing on categories like food, FMCG, home, consumer durables, IT

and wellness, with food accounting for the bulk of the business.

The company may not stock fruit and vegetables in some states. Though

Reliance Fresh is not exiting the fruit and vegetable business altogether, it has

decided not to compete with local vendors partly due to political reasons, and

partly due to its inability to create a robust supply chain.

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When the first Reliance Fresh store opened in Hyderabad last October, not

only did the company said the store’s main focus would be fresh produce like

fruits and vegetables at a much lower price, but also spoke at length about its

“farm-to-fork’’ theory. The idea the company spoke about was to source from

farmers and sell directly to the consumer removing middlemen out of the way.

Reliance Fresh, Reliance Mart, Reliance Digital, Reliance Trends, Reliance

Footprint, Reliance Wellness, Reliance Jewels, Reliance Timeout and 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 iStore, starting with Bangalore.

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Growth through Value Creation

With a vision to generate inclusive growth and prosperity for farmers, vendor

partners, small shopkeepers and consumers, Reliance Retail Limited (RRL), a

subsidiary of RIL, was set up to lead Reliance Group’s foray into organized

retail.

With a 27% share of world GDP, retail is a significant contributor to overall

economic activity across the world. Of this, organized retailing contributes

between 20% to 55% in various developing markets. The Indian retail industry

is pegged at $ 300 billion and growing at over 13% per year. Of this, presently,

organized retailing is about 5%. This is expected to grow to 10% by 2011. RRL

has embarked upon an implementation plan to build state-of-the-art retail

infrastructure in India, which includes a multi-format store strategy of opening

neighborhood convenience stores, hypermarkets, and specialty and wholesale

stores across India.

RRL launched its first store in November 2006 through its convenience store

format ‘Reliance Fresh’. Since then RRL has rapidly grown to operate 590

stores across 13 states at the end of FY 2007-08. RRL launched its first ‘Reliance

Digital’ store in April 2007 and its first and India’s largest hypermarket

‘Reliance Mart’ in Ahmedabad in August 2007. This year, RRL has also launched

its first few specialty stores for apparel (Reliance Trends), footwear (Reliance

Footprints), jewellery (Reliance Jewels), books, music and other lifestyle

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Products (Reliance Timeout), auto accessories and service format (Reliance

AutoZone) and also an initiative in the health and wellness business through

‘Reliance Wellness’. In each of these store formats, RRL is offering a unique set

of products and services at a value price point that has not been available so

far to the Indian consumer. Overall, RRL is well positioned to rapidly expand its

existing network of 590 stores which operate in 57 cities.

During the year, RRL also focused on building strong relationships in the agri-business value chain and has commenced marketing fruits, vegetables and staples that the company sources directly to wholesalers and institutional customers. RRL provides its customers with high quality produce that has better shelf life and more consistent quality than was available earlier. RRL has made significant progress in establishing state-of-the-art staples processing centers and expects to make them operational by May 2008.

Recognizing that strategic alliances are going to be a key driver to its retail

business, in FY 2007-08, RRL established key joint ventures with international

partners in apparel, optical and office products businesses. Further, RRL will

continue to seek synergistic opportunities with other international players as

well. This year, RRL will continue its focus on rapid expansion of the existing

and other new formats across India.

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Retailing formats in India

Malls:

The largest form of organized retailing today. Located mainly in metro

cities, in proximity to urban outskirts. Ranges from 60,000 sq ft to 7,00,000 sq

ft and above. They lend an ideal shopping experience with an amalgamation of

product, service and entertainment; all under a common roof. Examples

include Shoppers Stop, Piramyd, and Pantaloon.

Specialty Stores:

Chains such as the Bangalore based Kids Kemp, the Mumbai books

retailer Crossword, RPG's Music World and the Times Group's music chain

Planet M, are focusing on specific market segments and have established

themselves strongly in their sectors.

Discount Stores:

As the name suggests, discount stores or factory outlets, offer discounts

on the MRP through selling in bulk reaching economies of scale or excess stock

left over at the season. The product category can range from a variety of

perishable/Non-perishable goods

Department Stores:

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Large stores ranging from 20000-50000 sq. ft, catering to a variety of

consumer needs. Further classified into localized departments such as clothing,

toys, home, groceries, etc.

Hypermarts/Supermarkets:

Large self service outlets, catering to varied shopper needs are termed

as Supermarkets. These are located in or near residential high streets. These

stores today contribute to 30% of all food & grocery organized retail sales.

Super Markets can further be classified in to mini supermarkets typically 1,000

sq ft to 2,000 sq ft and large supermarkets ranging from of 3,500 sq ft to 5,000

sq ft. having a strong focus on food & grocery and personal sales. Examples Big

Bazaar, Reliance hypermart.

Convenience Stores:

These are relatively small stores 400-2,000 sq. feet located near

residential areas. They stock a limited range of high-turnover convenience

products and are usually open for extended periods during the day, seven days

a week. Prices are slightly higher due to the convenience premium.

MBO’s :

Multi Brand outlets, also known as Category Killers, offer several brands

across a single product category. These usually do well in busy market

places and Metros.

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PROFILE OF COMPANY:

Reliance Retail, Ltd. operates retail outlets in India. Its retail outlets offer

foods, groceries, apparel and footwear, lifestyle and home improvement

products, electronic goods, and farm implements and inputs. The company’s

outlets also provide vegetables, fruits, and flowers. It focuses on consumer

goods, consumer durables, travel services, energy, entertainment and leisure,

and health and well-being products, as well as on educational products and

services. The company was founded in 2006 and is based in Mumbai, India.

Reliance Retail, Ltd. operates as a subsidiary of Reliance Industries, Ltd.

Headquarters: Bombay Area, India

Industry : Retail

Type : Public Company

Status : Operating Subsidiary

Company Size: 35,000 or more employees

Founded : 2006

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Organizational Structure:

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ZONAL MANAGER

CLUSTER MANAGER

AREA MANAGER

STORE MANAGER

ASSISTANT STORE MANAGER

SUPERVISOR

COMMERCIAL ASSOCIATE

CUSTOMER SERVICE ASSOCIATE

Popular Profiles at Reliance Retail:

Madhumita Mohanty: Deputy General Manager

Abhijit Sanyal: EVP & CE - Reliance Home Products Pvt Ltd

Prashant Narula: General Manager

Devendra Chawla: Vice - President - Business Head, Merchandising Head

Prasun Bhadani: Manager - Store operations and NSO

Sriram Mahadevan: Concept Head - Reliance Marts & Supers

Rakesh Mehta: Commercial Head – North

Nageswaran c k: VP, Operations

Kanwar Bhawani Singh: Business Head – Reliance Wellness Stores

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Food Retail Chain at Reliance Fresh:

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COMPETITORS OF RELIANCE FRESH:

1. BIG APPLE

2. MORE

3. SABKA BAZAAR

4. FAIR PRICES

5. SUBHIKSHA

6. SPENCERS

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Future Plans:

The company's flagship chain Reliance Fresh sells staples and food items under

Reliance Select

Nearly 30 months ago, Reliance Industries announced an ambitious plan to

invest Rs 25,000 crore (Rs 250 billion) to expand its stores in the country to

take the advantage of organised retail in the country.

Initially, the company was planning to open 2,000 stores by 2008, and 5,000

stores by 2010, but due to a delay in delivery of properties, economic

downturn and demand slump the company had to scale back its expansion

plans.

Reliance Retail runs over 850 stores, which include stores for food and grocery,

consumer durables, beauty and wellness, jewellery, footwear, among others.

Its formats such as apparel chain Reliance Trends, beauty and wellness format

Reliance Wellness, consumer durable chain Reliance Digital have private labels

or are in the process of launching private labels.

"The whole idea of private labels is based on pricing and retailers get enough

volumes on their shelf at marginal costing. Retailers have an opportunity to sell

their private labels to kirana stores.

But it depends on their strategy on pricing and marketing right products," said

Naimish Dave, a director with OC & C Strategy Consultants.

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Challenges facing the Indian Organized Retail sector:

The challenges facing the Indian organized retail sector are various and these are stopping the Indian

retail industry from reaching its full potential.

I) Changing Consumer Purchasing Patterns:

The behaviour patterns of the Indian consumer have undergone a major change. This has happened

for the Indian consumer is earning more now, western influences, women working force is

increasing, desire for luxury items and better quality. He now wants to eat, shop, and get

entertained under the same roof. All these have lead the Indian organized retail sector to give more

in order to satisfy the Indian customer.

II) Lack of Retail Space:

With real estate prices escalating due to increase in demand from the Indian organized retail sector,

it is posing a challenge to its growth. With Indian retailers having to shell out more for retail space it

is affecting their overall profitability in retail.

III) Shortage of Trained Man Power:

The Indian retailers have difficulty in finding trained person and also have to pay more in order to

retain them. This again brings down the Indian retailers profit levels.

IV) Poor Supply Chain

It is the supply chain that ensures to the customer in all the various offerings that a company decides

for its customers, be it cost, service, or the quickness in responding to ever changing tastes of the

customer.

The infrastructure in India in terms of road, rail, and air links are not sufficient. This make a poor

supply chain and companies have to depend upon warehousing

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OBJECTIVES:

1. To get a sense of how well your company is serving customers.

2. To quickly reveal customer service problems that needs to be addressed.

3. To evaluate the proactiveness of management in daily problems.

4. To evaluate their sales promotions and working mechanism.

5. To find potential opportunities for serving your clients that you may be missing.

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RESEARCH METHODOLOGY:

SAMPLE SIZE:

In this research, we have to interact with customer comes in the store. On the basis of particular

questionnaire. We interacted with more than 150 customers but due to unavailability of all the

responses we taken into consideration the responses of 90 respondents.

PRIMARY DATA:

I collected primary data as I collected responses through QUESTIONNAIRE. So it was the primary

source of data collection. Moreover I interacted with customer and interviewed them. So this was

the primary data that I have collected.

LIMITATION:

- The main constrain was jus interaction with the people who comes to the store.

- I was provided with a questionnaire, so scope of some open ended response was limited.

- I was assigned just two stores, so responses and learning was limited.

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Data Analysis and Suggestion1. Was the store entrance welcoming?

YES

NO

0 10 20 30 40 50 60 70

ATTRACTIVE ENTRANCE

ATTRACTIVE ENTRANCE

ANALYSIS AND SUGGESTION:

About entrance 63% people are agree that entrance is attractive and 47 %

people give negative response.

Entrance is the area which is an essential factor affect the footfall in the store.

It must be clean and litter free to attract the customers. Entrance must be like

an invitation to the customer to eagously enter in the store

In my Reliance Fresh Store, Entrance area was little unacceptable feel to the

customers. Sometimes I see a lot of trolleys resting there but nobody cares.

Moreover, there must be some attention generating advertisements or

promotion which could provoke customer to come in.

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2. Was a shopping cart or basket readily available on entering the store?

YES

NO

0 10 20 30 40 50 60 70 80

CART/BASKETS AVAILABILITY

CART/BASKETS AVAILABILITY


About baskets/carts availability, 80% gave positive response and 20 % gave

negative response.

For ease to carry the products, carts and baskets must be in the reach of the

customers. Most of the customer’s complaint that almost every basket

contains some dust and litter

They must be clean on daily basis, it is mandatory….but nobody cares.

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3. Was the shop free of odor?

YES NO0

10

20

30

40

50

60

70

STORE IS FREE OF ODORS

STORE IS FREE OF ODORS


65 % respondents were agreeing that store in free from odor but 35 % against

this point of view.

Some of the customers complained that a lot of junk of garbage type

vegetables were there. Unfresh Fruits and Vegetables are the main reason of

odor in the store. A person doesn’t want to even stand on that place where

unusual smell comes and from here they purchase food item, we can imagine

the impact of the store’s reputation after this incident.

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4. Were the floors clean?

YES

NO

0 10 20 30 40 50 60 70

CLEAN FLOOR

CLEAN FLOOR


Floor area defines the key ambience of the store.

54 % people agree that floor area was clean and 46% people deny this point of

view.

Floor area is very important aspect from the point of view of ambience. A

customer wants to see him at a right place for shopping. If floors will be full of

dust then, what is the differentiation we are creating in our stores and local

market shop.

Spot fill during the shopping hour is the main reason that a customer point out

for a lot of unwanted and unsettled product on the floor.

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5. Were the shelves & displays clean?

CLEAN SHELVES AND DISPLAY

YESNO


61% people disagreed that shelves and display were clean and 39 % people

denied this point of view.

Clean Display of product and shelves create a differentiation in a store. Most of

the customers accept that shelves and the products have a layer of dust on

them. Not proper dusting of the store took place on daily basis.

Even Back store room got its dusting at the time of auditing by the head office.

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6. Were the products fresh/not expired?

YES NO0

10

20

30

40

50

60

70

FRESH PRODUCTS

FRESH PRODUCTS


30% of the total respondents agree that fresh products are available but 70%

denied that.

Fresh product must be available to the consumer because he is paying for that.

According to our

Research fresh means products must be of 15 days before the expiry date.

If it comes to fresh products, most of the consumers said they are not satisfied

with the Freshness of products. In F & V Section, most of the vegetable and

fruits show the lack of freshness.

They don’t put fresh vegetables on daily basis.

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7. Were the prices marked clearly and accurately?

YES NO0

10

20

30

40

50

60

70

80

PRICE MARKED CLEARLY AND ACCURATELY

PRICE MARKED CLEARLY AND ACCURATELY


62 % of the people agree with the display of price is quite understandable.

Every customer can’t provide an employee from the company to guide them

on the detail of price of each and every product. So, an effective display of

[price is better option but it must be in that manners which is quite

understandable to the customers.

Somewhere a problem like non-display of the price happens. In reliance fresh

stores, every product is provided with SEL (Shelf Edge Label) which carries

price, date of that label’s attachment and the ENR no of the product.

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8. Were the promotion well displayed?

YES NO0

10

20

30

40

50

60

70

PROMOTION WELL DISPLAYED

PROMOTION WELL DISPLAYED


72 % of the total respondent satisfied with the promotions of the Reliance Fresh.

Promotions are the main reason a person comes in the store. Some people came just for the

purchase the promotional items.

Promotion must be quite understandable, acceptable and effective. There are more spaces for the

promotion. There is not much of the promotion of the products.

Some promotional ways used by the store are “MANGALWAR KI MANDI”, “MANGO MELA” etc.

These are effective but not proper implementation of these promotions makes them fail.

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9. Were the promotions easy to understand?

YES

NO

0 10 20 30 40 50 60

PROMOTION EASY TO UNDERSTAND

PROMOTION EASY TO UN-DERSTAND


61% of the respondents agreed on that promotion in the stores are easy to

understand.

Promotion is only then beneficial if it is understandable if it is not then space

and money both are waste.

There were a lot of promotion but to make them aware to the customers need

employees assistance. Employees must take charge to tell the customer about

the ongoing promotions.

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10.Did you get all the products what you want, if not then what?

YES NO39

40

41

42

43

44

45

46

47

48

49

PRODUCT AVAILABILITY

PRODUCT AVAILABILITY


52% were agreed that their entire needed products are available in the store.

A store can’t provide each and every product to the customers but still there

was a lack of different brand and packaging options in the store.

Sometimes if a customer demand a particular product then, most of the times

he does not find its demanded product available after his request.

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11.Were you given a correct receipt?

YES

NO

0 10 20 30 40 50 60 70 80 90

CORRECT RECIEPT

CORRECT RECIEPT


88 % of the respondent said they got correct receipt from the cashier.

Most of the time customers get correct receipts but sometimes a little mistake

of CSA creates big trouble. I see a lot of quarrel due to this reason.

A little change in the receipt even in some paisa’s create customer

uncomfortable. Some customer’s complaint that due to the lack proper

knowledge of CSA they get incorrect receipt.

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12.Did the cashier tender back exact change?

YES NO0

10

20

30

40

50

60

70

80

90

EXACT CASH BACK

EXACT CASH BACK


83% of the respondents were agreed that they got exact cash from the counter

of billing.

Most of the customer complaint that they did not get exact cash because the

person on till didn’t have change. So, they try to put bill in Zero figure.

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13.Did the cashier Thank You while handling the bill?

GREETING BY CASHIER

YESNO


62 % of the respondent said they are not greeted by the cashiers.

First person who interact with the customer at entrance is watchman who

must greet to the customers which is not happening. A cashier must give vote

of thanks to the customers for shopping in their store.

Greeting is an expression which is like an invitation to the customers to come

again and again.

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14.Time spent waiting in the queue?

LESS THAN 5 MIN.

LESS THAN 10 MIN. BUT MORE

THAN5 MIN.

LESS THAN15 MIN. BUT MORE THAN 10 MIN.

MORE THAN 15 MIN.

0

5

10

15

20

25

30

35

TIME WASTED IN QUEUE

TIME WASTED IN QUEUE


34 % of the respondent spent more than 15 minutes in the queue waiting for

their billing.

The customers just hate to be there in the queue. As every product comes

under the barcode decoder for their price detection, it takes a lot of time for

making a bill.

In this case, if a customer comes with a product, then he has to wait for a long

time for billing. There is the function in the software in that particular situation

but cashier doesn’t knows that how to use that function of software. So

training of employees is also a mean to solve this problem.

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15.Did you get help from CSA when asked for?

YES NO0

10

20

30

40

50

60

HELP FROM CSA

HELP FROM CSA


60 % of the respondent agrees that CSA provide the assistance.

A customer comes in the store to purchase a product or even for just enquiry

about something if a CSA can’t escort him but he has to provide him assistance

to solve their query.

Most of the customer doesn’t purchase the product because of not getting

assistance from any employee of the store.

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16.Were the staffs in dress code and wearing a name badge?

YES NO0

10

20

30

40

50

60

70

WELL GROOMED STAFF

WELL GROOMED STAFF


31 % of the respondent agree that staff is not walk groomed.

Some customer complaint that nobody provides assistance to them in the

store. Most of the customer use to indulge in the silly talk.

They didn’t even think what customer will think, they just talk about the

defects in the stores and about the management and that create the negative

impact on store’s image.

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OVERALL SHOPPING EXPERIENCE WITH RELIANCE FRESH:

EXCELLENT GOOD AVERAGE POOR0

5

10

15

20

25

30

35

CUSTOMER EXPERIENCE

CUSTOMER EXPERIENCE


11% of the customers gave the Reliance Fresh Services Excellent Rating.

23% of the customers gave the Reliance Fresh Services Poor Rating.

35 % of the customers gave the Reliance Fresh Services Average Rating.

31 % of the customers gave the Reliance Fresh Services Good Rating.

Different type of customer conveys their different experience in the store.

Some feel it’s a good experience, some thinks it’s pathetic all depends on the

service part of our store, only that makes the difference.

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RECOMMENDATION:

Nobody will ring a bell and tell you to attention the facts that you are entering

into such a transition. It’s a gradual process. The characteristics of business

begin to change. Only the beginning and the ends are clear.

In the market there are some potential customer also giving a punch like FAIR

PRICE. Infrastructure and ambiance are not at par but their location is just in

front of Reliance Fresh store, Their prices are much lesser, So that is a potential

competitor.

Things if happen or something has changed, then business needs to respond

on that.

INFLECTION POINT NEW

HEIGHTS

DECLINE

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RELIANCE FRESH is at its inflection point.

An inflection point occurs when the old strategic picture did developed and

gives way to new heights. We need to navigate our business.

An inflection point comes when we doubt on yourself that where we are going

aren’t we lost?

Where growing dissonance between corporate statement and operational

action. That hints more than normal chaos. Misalignment between what your

company think it is doing and what is actually happening inside the box of

organization.

So, timing is everything, if you undertake these changes while your company is

still healthy in which you can experiment with new ways of doing business so

that you can save much more of your company’s strength , your employee and

your strategic position.

When any business got into Inflection point, what is most important that is our

judgment. Your judgment got you in tough position but it can also get you out.

It’s just a question of training your instinct to pick up a different set of signals.

The Inflection Point is a time to wake up and listen.

We need to find out the possibilities that what our business is doing can be

done in some different way. That different way we have to find.

It’s like we need a new paint on the business of same color but little shiny.

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APPENDICES:

RELIANCE RETAIL CUSTOMER SERVICE

1. ENTRANCE : Front Signage-Reliance Fresh

Was the store entrance welcoming?(free of dust, not and if visit is after

6PM,lights working.)

2. CARTS/BASKET :Was a shopping cart or basket readily available on entering the store?

3. STORE-CLEANLINESS :Was the shop free of odor?

Were the floors clean?

Were the shelves & displays clean?

4. PRODUCTS :Were the products fresh/not expired?

Were the prices marked clearly and accurately?

Were the promotion well displayed?

Were the promotions easy to understand?

Did you get all the products what you want, if not then what?

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5. CHECKOUT:Were you given a correct receipt?

Did the cashier tender back exact change?

Did the cashier Thank You while handling the bill?

Time spent waiting in the queue..(Specify time in minutes.)

6. SERVICE:Did you get help from CSA when asked for?

Were the staffs in dress code and wearing a name badge?

ANY SPECIFIC OBSERVATION/SUGGESTION YOU LIKE TO SHARE :

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

YOU’RE OVERALL SHOPPING EXPERIENCE WITH RELIANCE FRESH--

(Tick whichever is applicable)

A) Excellent B) Good C) Average D) Poor

Name and Signature of Customer: _______________________

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Contact No. :_________________________________________

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BIBLOGRAPHY:www.slideshare.com

www.wikipedia.com

www.ibef.org

http://www.ril.com/html/business/business_retail.html

http://en.wikipedia.org/wiki/Reliance-Retail

TEACHER REFERENCE: Mr.K.S.D.Prasad

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http://en.wikipedia.org/wiki/Reliance-Retail

http://www.ril.com/html/business/business_retail.html

http://www.ibef.org/

http://www.wikipedia.com/

http://www.slideshare.com/

class 11 project on business studies

Education