A PROJECT REPORT ON ACHIEVING OPERATIONAL EXCELLENCE TRAINING SUPERVISOR: Sanjay chattarjee General Manager- Operation SUBMITTED BY:Sandeep Kumar

Sharma Enrolment no: - 200915 SESSION: 2009-2011 PGDM- FT + MBA

AMCAP SCHOOL OF MANAGEMENT PREFACE As a part of course curriculum of Masters of business administration we were ask ed to undergo 45 days summer training in any organization so as to give us expos ure to practical management to get us familiar with various activities taking pl ace in the organization. I have put my sincere efforts to accomplish my objectives within the stipulated time. Despite all limitations, obstructs, hurdles and hindrances, I have toiled and worked to my optimum potential to achieve desired goals. Being neophytes in SUMMER TRAINING PROJECT REPORT Reliance Retail Limited the highly competitive world of business. I came across some difficulties to mak e my objective a reality. Anyhow with the kind of help and genuine interest and the guidance of my supervisor. I am presenting this hand carved effort. I tried my level best to conduct a research to gain a thorough knowledge about the proje ct on topic, Study of marketing strategies of Toyota. I put the best of my efforts and have also tried to be justice with available. If anywhere something is foun d unacceptable or unnecessary to the theme. you are welcomed with your valuable suggestions. Thanks and regards, Yours sincerely, Sanded Kumar sharma 2 P ag e

ACKNOWLEDGEMENT I would like to thank Reliance Retail Limited, for constant guidance to conduct the present arduous project and untiring cooperation which they extended to me t hroughout the duration of my summer training. Getting a project ready requires t he work and effort of many people. I would like all those who have contributed i n completing this project. First of all, I would like to send my sincere thanks to MR. SANJAY CHATTARJEE and MS. ROOPALI KASLIWAL for his helpfulhand in the com pletion of my project. I would like to take an opportunity to thank all the peop le who helped me in collecting necessary information and making of the report. I am grateful to all ofthem for their time, energy and wisdom. (SANDEEP KUMAR SHARMA) 3 P ag e

RETAIL SECTOR The Indian retail market, which is the fifth largest retail destination globally , has been ranked the second most attractive emerging market for investment afte r Vietnam in the retail sector by AT Kearney's seventh annual Global Retail Deve lopment Index (GRDI), in 2008. The share of retail trade in the country's gross domestic product (GDP) was between 810 per cent in 2007. It is currently around 1 2 per cent, and is likely to reach 22 per cent by 2010. India retail industry is the largest industry in India, with an employment of around 8% and contributing to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven by strong income growth, changing lifestyles, and favora ble demographic patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 17 5- 200 billion. India retail industry is one of the fastest growing industries w ith revenue expected in 2007 to amount US$ 320 billion and is increasing at a ra te of 5% yearly. A further increase of 7-8% is expected in the industry of retai l in India by growth in consumerism in urban areas, rising incomes, and a steep rise in rural consumption. It has further been predicted that the retailing indu stry in India will amount to US$ 21.5 billion by 2010 from the current size of U S$ 7.5 billion. Shopping in India have witnessed a revolution with the change in the consumer bu ying behavior and the whole format of shopping also altering. Industry of retail in India which have become modern can be seen from the fact that there are mult i- stored malls, huge shopping centers, and sprawling complexes which offer food , shopping, and entertainment all under the same roof. India retail industry is expanding itself demand for real estate is being created. pansion is to expand to other regions and s in a city. It is expected that by 2010, s. 4 P ag e most aggressively, as a result a great Indian retailers preferred means of ex to increase the number of their outlet India may have 600 new shopping center

In the Indian retailing industry, food is the most dominating sector and is grow ing at a rate of 9% annually. The branded food industry is trying to enter the I ndia retail industry and convert Indian consumers to branded food. Since at pres ent 60% of the Indian grocery basket consists of nonbranded items. India retail industry is progressing well and for this to continue retailers as well as the Indian government will have to make a combined effort. A McKinsey report 'The rise of Indian Consumer Market', estimates that the India n consumer market is likely to grow four times by 2025. Commercial real estate s ervices company, CB Richard Ellis' findings state that India's retail market is currently valued at US$ 511 billion. Banks, capital goods, engineering, fast mov ing consumer goods (FMCG), software services, oil marketing, power, two-wheelers and telecom companies are leading the sales and profit growth of India Inc in t he fourth quarter of 2008-09. India continues to be among the most attractive co untries for global retailers. At US$ 511 billion in 2008, its retail market is l arger than ever and drawing both global and local retailers. Foreign direct inve stment (FDI) inflows as on January 2009, in single-brand retail trading, stood a t approx. US$ 25.18 million, according to the Department of Industrial Policy an d Promotion (DIPP). India's overall retail sector is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion by 2018, at a compound annual growth ra te (CAGR) of 10 per cent. As a democratic country with high growth rates, consum er spending has risen sharply as the youth population (more than 33 percent of t he country is below the age of 15) has seen a significant increase in its dispos able income. Consumer spending rose an impressive 75 per cent in the past four y ears alone. Also, organized retail, which accounts for almost 5 per cent of the market, is expected to grow at a CAGR of 40 per cent from US$ 20 billion in 2007 to US$ 107 billion by 2013. 5 P ag e

India has emerged the third most attractive market destination for apparel retai lers, according to a new study by global management consulting firm AT Kearney. It further says that in India, apparel is the second largest retail category, re presenting 10 per cent of the US$ 37 billion retail market. It is expected to gr ow 12-15 per cent per year. Apparel, along with food and grocery, will lead the organized retailing in India. India has one of the largest numbers of retail out lets in the world. A report by Images Retail estimates the number of operational malls to grow more than two-fold, to cross 412, with 205 million square feet by 2010, and a further 715 malls to be added by 2015, with major retail developmen ts even in tier-II and tier-III cities in India. Marks & Spencer Reliance India is planning to open 35 more stores over the next five years, according to Mark Ashman, CEO of the company. The 51:49 joint ventur e between UKs Marks and Spencer and Reliance Retail Ltd already has 15 stores in India.

Future Group has been restructured to test the new rules on FDI under Press Note s 2, 3 and 4 issued in February 2009. The company plans to bring in up to US$ 14 8.7 million in foreign investment. Although FDI is permitted only in single-bran d retail and not permitted in multi-brand retail businesses like Future Group s, the conglomerate has created two layers of operations to take advantage of the three Press Notes that allow FDI up to 49 per cent in operating-cum-investment c ompanies as long as they are owned and controlled by Indians.

Carrefour SA, Europes largest retailer, may start wholesale operations in India b y 2010 and plans to set up its first cash-and-carry outlet in the National Capit al Region. Currently, Carrefour exports goods worth US$ 170 million from India t o Europe, UAE, Indonesia, Europe, Thailand, Singapore and Malaysia.

Jewellery manufacturer and retailer, Gitanjali Group and MMTC are jointly settin g up a chain of exclusive retail outlets called ShuddiSampurna Vishwas. The joint venture, which plans to open around 60 stores across India by end of this year, will retail hallmarked gold and diamond jewellery.

Mahindra Retail, a part of the US$ 6.7-billion Mahindra Group, plans to invest U S$ 19.8 million by 2010 to step up its specialty retail concept Mom and Me . Policy Initiatives 6 P ag e

100 per cent FDI is allowed in cash-and-carry wholesale formats. Franchisee arra ngements are also permitted in retail trade. 51 per cent FDI is allowed in singl e-brand retailing. Road Ahead According to industry experts, the next phase of growth is expected to come from rural markets, with rural India accounting for almost half of the domestic reta il market, valued over US$ 300 billion. Rural India is set to witness an economi c boom, with per capita income having grown by 50 per cent over the last 10 year s, mainly on account of rising commodity prices and improved productivity. Accor ding to retail and consumer products division, E&Y India, basic infrastructure, generation of employment guarantee schemes, better information services and acce ss to funding are also bringing prosperity to rural households. The rural market , product design will need to go beyond ideas like smaller sizes (such as single use sachets) to create genuinely new products, according to Ramesh Srinivas, na tional industry director (consumer markets), KPMG India. According to the Invest ment commission of India, the overall retail market is expected to grow from US$ 262 billion to about US$ 1065 billion by 2016, with organised retail at US$ 165 billion (approximately 15.5 per cent of total retail sales). India is expected to be among the top 5 retail markets in the world in 10 years. According to new market research report by RNCOS titled, "Booming Retail Sector in India", organi sed retail market in India is expected to reach US$ 50 billion by 2011. Number of shopping malls is expected to increase at a CAGR of more than 18.9 per cent from 2007 to 2015.

Rural market is projected to dominate the retail industry landscape in India by 2012 with total market share of above 50 per cent.

Organised retailing of mobile handset and accessories is expected to reach close to US$ 990 million by 2010. 7 P ag e

Driven by the expanding retail market, third party logistic market is forecasted to reach US$ 20 billion by 2011. RETAIL SECTOR IN INDIA Retail and real estate are the two booming sectors of India in the present times . And if industry experts are to be believed, the prospects of both the sectors are mutually dependent on each other. Retail, one of Indias largest industries, h as presently emerged as one of the most dynamic and fast paced industries of our times with several players entering the market. Accounting for over 10 per cent of the countrys GDP and around eight per cent of the employment retailing in Ind ia is gradually inching its way toward becoming the next boom industry. As the c ontemporary retail sector in India is reflected in sprawling shopping centers, m ultiplexmalls and huge complexes offer shopping, entertainment and food all unde r one roof, the concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. This has also co ntributed to large scale investments in the real 8 P ag e

estate sector with major national and global players investing in developing the infrastructure and construction of the retailing business. The trends that are driving the growth of the retail sector in India are Low share of organized retailing Falling real estate prices Increase in disposab le income and customer aspiration Increase in expenditure for luxury items Anoth er credible factor in the prospects of the retail sector in India is the increas e in the young working population. In India, hefty pay-packets, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector. These key factors have been the growth drivers of the organized retail sector in India which now b oast of retailing almost all the preferences of life - Apparel & Accessories, Ap pliances, Electronics, Cosmetics and Toiletries, Home & Office Products, Travel and Leisure and many more. With this the retail sector in India is witnessing a rejuvenation as traditional markets make way for new formats such as departmenta l stores, hypermarkets, supermarkets and specialty stores. The retailing configu ration in India is fast developing as shopping malls are increasingly becoming f amiliar in large cities. When it comes to development of retail space specially the malls, the Tier II cities are no longer behind in the race. If development p lans till 2007 is studied it shows the projection of 220 shopping malls, with 13 9 malls in metros and the remaining 81 in the Tier II cities. The government of states like Delhi and National Capital Region (NCR) are very upbeat about permit ting the use of land for commercial development thus increasing the availability of land for retail space; thus making NCR render to 50% of the malls in India. 9 P ag e

India is being seen as a potential goldmine for retail investors from over the w orld and latest research has rated India as the top destination for retailers fo r an attractive emerging retail market. Indias vast middle class and its almost u ntapped retail industry are key attractions for global retail giants wanting to enter newer markets. Even though India has well over 5 million retail outlets, the country sorely lacks anything that can resemble a retailing industry in the modern sense of the term. This pr esents international retailing specialists with a great opportunity. The organiz ed retail sector is expected to grow stronger than GDP growth in the next five y ears driven by changing lifestyles, burgeoning income and favorable demographic outline. Another cap to the retailing industry in India is allowing 51% FDI in s ingle brand outlet. The government is now set to initiate a second wave of refor ms in the segment by liberalizing investment norms further. This will not only f avor the retail sector develop in terms of design concept, construction quality and providing modern amenities but will also help in creating a consumer-friendl y environment. Retail industry in India is at the crossroads but the future of t he consumer markets is promising as the market is growing, government policies a re becoming more favorable and emerging technologies are facilitating operations in India. And this upsurge in the retail industry has made India a promising de stination for retail investors and at the same time has impelled investments in the real estate sector. As foreign investors cautiously test the Indian Markets for investments in the retail sector, local companies and joint ventures are exp ected to be more advantageously positioned than the purely foreign ones in the e volving India s organized retailing industry. Major Players in Retail Industry India is now emerging as a hot spot for global retail chains. India, which held top spot on Global Retail Development Index (GRDI), an annual study of retail in vestment attractiveness among 30 10 P a g e

emerging markets conducted by management consulting firm A.T. Kearney, has yield ed its numero uno position in 2008 to Vietnam among the fastest growing economies in the South East Asia. In 2007, Vietnam was ranked fourth on the index. Worlds largest retail chain walmart is all set to launch. List of current retail players in the market is quite long but following retail chains can be considered to do minate a large portion of Indian organized retail sector. Big Bazaar, Pantaloons , Shopper s Stop, Spencers, reliance, Central, Fabmall, Akbarally s ,Family Mart, Food world, Home Stop, Hyper Mart, Lifestyle International, Marks & Spencer, Sp inach, Subhiksha,Vishal Mega Mart, Westside, Big Apple, Sahara unique(shop for T rend) and 6 ten retail store . COMPANIES IN INDIAN RETAIL SECTOR S. NO. 1. 2. 3. 4. 5. 6. 7. Companies Reliance Retail Aditya Birla Group Future Groups Pantaloons Retail India Ltd. Bat a India Ltd. Shoppers Stop Music World Entertainment Ltd. 11 P a g e

FDI in Retail Sector Retailing is the largest private sector industry in the world economy with the g lobal industry size exceeding $6.6 trillion and a latest survey has projected In dia as the top destination for retail investors. And the further upsurge is anti cipated in the retail sector as the Government of opened up 51% FDI in single br and retail outlets. And as the government is in a process to initiate a second p hase of reforms, it is cautiously exploring the avenues for multi-brand segment. The Government is seeking for these options keeping in view the existing social framework of India and the will ensure that the entry of global retail giants d o not displace the existing employment in the retail business. Industry experts are sensitive to the point that local markets have an edge over the retail inves tors in India as they have unique advantages such as an understanding of local n eeds and extended service like home delivery. As the FDI influence on the Indian retail sector sets in, the total size of the retail trade is expected to grow e xtensively in the coming years and the consumer segments patronizing the big mal ls will create frenzy for organized retailing predicting a growth of 25-30 per c ent per annum over the next decade. Moreover, Indian retail chains would get int egrated with global supply chains since FDI will bring in technology, quality st andards and marketing thereby, leading to new economic opportunities and creatin g more employment generation. Industry trends for retail sector indicate that or ganized retailing has major impact in controlling inflation because large organi zed retailers are able to buy directly from producers at most competitive prices . World Bank attributes the opening of the retail sector to FDI to be beneficial for India in terms of price and availability of products as it would give a boo st to food products, textiles and garments, leather products, etc., to benefit f rom large-scale procurement by international chains; in turn, creating jobs oppo rtunities at various levels. As foreign investors exploring their potentials in the retail sector, are keen on developing malls in India, the size of organized retailing is expected to touch $30 billion by 2010 or approximately 10 per cent of the total. This has initiated market-entry announcement from some retailers a nd 12 P a g e

has signaled to international retailers about Indias seriousness in promoting the sector. While there are reports of international retailers like Wal-Mart analyz ing business opportunities in India; Reliance, the largest Indian conglomerate i s investing $3.4 billion to become Indias largest contemporary retailer. There ar e also reports of investments for Hypercity Retail by K.Raheja Group to establish 55 hypermarkets by 2015. All these factors will contribute in taking Indian reta il business to unexpected growth based on the consumer preference for shopping i n congenial environs and also availability of quality real estate. GROWTH OF RETAIL COMPANIES IN INDIA Growth of Retail Companies in India exhibits the boom in the retail industry in India over the years. The increase in the purchasing power of the Indian middle classes and the influx of the foreign investments have been encouraging in the G rowth of Retail Companies in India. Growth of Retail Companies in India Growth o f Retail Companies in India is still not yet in a matured stage with great poten tials within this sector still to be explored. Apart from the retail company lik e Nilgiri s of Bangalore, most of the retail companies are sections of other ind ustries that have stepped in the retail sector for a better business. The Growth of Retail Companies in India is most pronounced in the metro cities of India, h owever the smaller towns are also not lagging behind in this. The retail compani es are not only targeting the four metros in India but also is considering the s econd graded upcoming cities like Ahmedabad, Baroda, Chandigarh, Coimbatore, Coc hin, Ludhiana, Pune, Trivandrum, Simla, Gurgaon, and others. The South Indian zo ne have adopted the process of shopping in the supermarkets for their daily requ irements and this has also been influencing other cities as well where many hype rmarkets are coming up day to day. Reasons for the fast Growth of Retail Compani es in India The retail companies are found to be rising in India at a remarkable speed with the years and this have brought a revolutionary change in the shoppi ng attitude of the Indian customers. The 13 P a g e

Growth of Retail Companies in India is facilitated by certain factors like existing Indian middle classes with an increased purchasing power rise of upcomi ng business sectors like the IT and engineering firms change in the taste and at titude of the Indians effect of globalization heavy influx of FDI in the retail sectors in India EMERGINE TRENDS IN INDIAN ORGANIZED RETAIL SECTOR The emerging trends in the Indian organized retail sector would help the economi c growth in India. There is a fantastic rise in the Indian organized retail sector in a very short period of time between 2001 and 2006. Eventually, out of the shadows of the unor ganized retail sector, India has a chance of tremendous economic growth, both in India and abroad. 14 P a g e

The emerging trends in the Indian organized retail sector are also adding up to the development of the Indian organized retail sector. The relaxation by the gov ernment on regulatory controls on foreign direct investments has added to the pr ocess of the growth of the Indian organized retail sector. The infrastructure of the retail sector will evolve radically in the recent futu re. The emergence of shopping malls are increasing at a steady pace in the metro s and there are further plans of expansion which would lead to 150 new ones comi ng up in India by 2008. As the count of super markets is going up much faster th an rate of growth in retail sector, it is taking the lions share in food trade. The growth of the Indian organized retail sector is anticipated to be heavier th an the growth of the gross domestic product. Alterations in people's lifestyle, growth in income levels, and encouraging conventions of demography are proving f avorable for the new emerging trends in the Indian organized retail sector. The success of this retail sector would also lie in the degree of penetration in to the lower income strata to tap the possible customers in the lowest levels of society. The demands of the buyers would also be enhanced by more access to cre dit facilities. With the arrival of the Transnational Companies (TNC), the Indian retail sector will undergo a transformation. At present the Foreign Direct Investments(FDI) is not encouraged in the Indian organized retail sector but once the TNC'S get in they inevitably try to oust their Indian counterparts. This would be challenging to the retail sector in India. The trends to follow in the future: The Indian Organized retail sector will grow up to 10% of total retailing by 201 0. No one single format can be assumed as there is a huge difference in cultures 15 P a g e

regionally. The most encouraging format now would be the hypermarts. The hypermart format wo uld be further encouraged with the entry of the TNCs. SCOPE OF THE INDIAN RETAIL MARKET The scope of the Indian retail market is immense for this sector is poised for t he highest growth in the next 5 years. The India retail industry contributes 10% of the countrys GDP and its current growth rate is 8.5%. In the Indian retail ma rket the scope for growth can be seen from the fact that it is expected to rise to US$ 608.9 billion in 2009 from US$ 394 billion in 2005. The organized retailing sector in India is only 3% and is expected to rise to 25 - 30% by the year 2010. There are under construction at present around 325 depar tmental stores, 300 new malls, and 1500 supermarkets. This proves that there is a tremendous scope for growth in the Indian retail market. SS The growth of scope in the Indian retail market is mainly due to the change in t he consumers behavior. For the new generation have preference towards luxury com modities which have been due to the strong increase in income, changing lifestyl e, and demographic patterns which are favorable. The scope of the Indian retail market have been seen by many retail giants and t hats the reason that many new players are entering the India retail industry. Th e major Indian retailers are: Pantaloons Retail India Ltd 16 P a g e

Shoppers Stop Bata India Ltd Music World Entertainment Ltd Judging the scope for growth in the India retail industry many global retail gia nts are also entering the Indian retail market. They are : Tesco Metro AG Wal- Mart The scope for growth in the Indian retail market is seen mainly in the following cities: Mumbai Delhi Pune Ahmedabad Bangalore Hyderabad Kolkata Chennai The scope of the Indian retail market is very vast. And for it to reach its full potential the government and the Indian retailers will have to make a determine d effort. 17 P a g e

CHALLENGS FACING THE INDIAN ORGANIZED RETAIL SECTOR The challenges facing the Indian organized retail sector are various and these a re stopping the Indian retail industry from reaching its full potential. The beh avior pattern of the Indian consumer have undergone a major change. This have ha ppened for the Indian consumer is earning more now, western influences, women wo rking force is increasing, desire for luxury items and better quality. He now wa nts to eat, shop, and get entertained under the same roof. All these have lead t he Indian organized retail sector to give more in order to satisfy the Indian cu stomer. The biggest challenge facing the Indian organized retail sector is the lack of r etail space. With real estate prices escalating due to increase in demand from t he 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 effecting their overall profitability in retail. Trained manpower shortage is a challenge facing the organized retail sector in I ndia. The Indian retailers have difficulty in finding trained person and also ha ve to pay more in order to retain them. This again brings down the Indian retail ers profit levels. The Indian government have allowed 51% foreign direct investment (FDI) in the In dia retail sector to one brand shops only. This have made the entry of global re tail giants to organized retail sector in India difficult. This is a challenge b eing faced by the Indian organized retail sector. But the global retail giants l ike Tesco, Wal-Mart, and Metro AG are entering the 18 P a g e

organized retail sector in India indirectly through franchisee agreement and cas h and carry wholesale trading. Many Indian companies are also entering the India n organized retail sector like Reliance Industries Limited, Pantaloons, and Bhar ti Telecoms. But they are facing stiff competition from these global retail gian ts. As a result discounting is becoming an accepted practice. This too bring dow n the profit of the Indian retailers. All these are posing as challenges facing the Indian organized retail sector. The Hidden Challenges Modern retailing is all about directly having "first hand experience" with customers, giving them such a satiable experience that they wou ld like to enjoy again and again. Providing great experience to customers can ea sily be said than done. Thus, challenges like retail differentiation, merchandis ing mix, supply chain management and competition from supplier's brands are the talk of the day. In India, as we are moving to the next phase of retail developm ent, each endeavor to offer experiential shopping. One of the key observations b y customers is that it is very difficult to find the uniqueness of retail stores . The problem: retail differentiation. The next problem in setting up organized retail operations is that of supply chain logistics. India lacks a strong supply chain when compared to Europe or the USA. The existing supply chain has too man y intermediaries: Typical supply chain looks like:- Manufacturer - National dist ributor - Regional distributor - Local wholesaler - Retailer - Consumer. This im plies that global retail chains will have to build a supply chain network from s cratch. This might run foul with the existing supply chain operators. In additio n to fragmented supply chain, the trucking and transportation system is antiquat ed. The concept of container trucks, automated warehousing is yet to take root i n India. The result: significant losses/damages during shipping. Merchandising p lanning is one of the biggest challenges that any multi store retailer faces. Ge tting the right mix of product, which is store specific across organization, is a combination of customer insight, allocation and assortment techniques. 19 P a g e

The private label will continue to compete with brand leaders. So supplier's bra nd will take their own way because they have a established brand image from last decades and the reasons can be attributed to better customer experience, value vs. price, aspiration, innovation, accessibility of supplier's brand. 20 P a g e

FORMATS IN INDIAN ORGANIZED RETAIL SECTOR This site provides detail information on Formats in Indian Organized Retail Sect or. The site also focuses on the current structure of Indian retail industry. Formats in Indian Organized Retail Sector and its subsequent successful operatio n is credited to India Economic System reform earnest in July 1991. Formats in I ndian Organized Retail Sector is at its nascent stage. The Central Government ha ve ultimately realized the need to remove the insulation out of the Indian retai l sector. Skeptics opines opening up Indian retail industry would jeopardize way of income for the poor small retailers. In fact, the actual story is quite hear tening for the small time retailer and its vendors. It is the second fastest growing economy of the world Potential to be the third largest economy in terms of GDP in next few years It ranks high amongst the top 10 FDI destinations of the world Fastest growing tourist market in Asia World ba nk states, India to be worlds second largest economy after China by the year 2050

Stable and investor friendly Central Government at the helm of affairs Introduct ion of Value Added Tax or VAT and tax reforms High degree of professionalism and corporate ethics Excellent Investment opportunities in Indian retail sector and in allied sectors; sure and high returns on investments

To invest US $130 billion for the development of infrastructure, by year 2010 To attract US $ 10 billion FDI for infrastructure development by the end of year 2 008 Bullish stock markets Hordes of foreign investors are thronging in to invest in Indian retail markets Highly educated English speaking young workforce Vibra nt and multi cultured cities 21 P a g e

Huge opportunity exists, especially in semi-rural and rural areas Till date the second largest employer after agriculture sector, for the huge semi-skilled Indi an population

Offers highest shop density in the whole world Having almost 1,20,000 shops, acr oss the length and breadth of the country In a nascent stage of development as a n organized industry Formats in Indian Organized Retail Sector Supermarkets Hypermarkets Department Stores Modern format individual retailers S hopping malls Specialty Chains INTRODUCTOIN OF RELIACE INDUSTARY :Reliance Industries Limited (RIL) is Indias la rgest private sector company on all major financial parameters with a turnover o f Rs. 2,00,400 crore (US$ 42.69 billion), cash profit of Rs. 33,041 crore (US$ 7 .04 billion), net profit (excluding exceptional income) of Rs. 16,236 crore (US$ 3.46 billion) and total assets of Rs. 245,706 crore (US$ 52.34 billion) as of M arch 31, 2010. RIL is the first private sector company from India to feature in the Fortune Global 500 list of Worlds Largest Corporations and ranks 103rd amongst the worlds Top 200 companies in terms of profits. RIL is amongst the 30 fastest c limbers ranked by Fortune. RIL features in the Forbes Global list of the worlds 4 00 best big companies and in the FT Global 500 list of the worlds largest compani es. RIL ranks amongst the Worlds 25 Most Innovative Companies as per a list compil ed by the US financial publication-Business Week in collaboration with the Bosto n Consulting Group. 22 P a g e

Reliance Industries Limted Type Public BSE: LSE: RIGD Industry Conglomerate Founded 1966 As Reliance Commercial Corporation Founder(s) Dhirubhai Ambani Headquarters Mumbai, Maharashtra, India Area served Worldwide Key people Mukesh Ambani (Chairman & MD) Products Petroleum Natural gas Petrochemicals Retail stores 23 P a g e

Polymers Polyesters Chemicals Textile Telecommunications Revenue Rs 200,400 crore (US$ 42.69 billion)(2010)[1] Operating income Rs 33,041 crore (US$ 7.04 billion)(2010)[2] Net income Rs 16,236 crore (US$ 3.46 billion)(2010)[3] Total assets Rs 245,706 crore (US$ 52.34 billion)(2009)[4] Total equity Rs 146,328 crore (US$ 31.17 billion)(2009)[5] Employees 24,679 (2009)[6] Subsidiaries Reliance Petroleum Reliance Life Sciences Reliance Industrial Infrastructure Lim ited Reliance Institute of Life Sciences Reliance Logistics Reliance Clinical Re search Services Reliance Solar Relicord Infotel Broadband Website RIL.com 24 P a g e

RELIANCE RETAIL LIMITED:Reliance Retail Limited (RRL), a subsidiary of Reliance Industries Limited opene d its first retail store in November 2006 and today operates over 800 stores in 60 cities, spanning 14 states with over 3.8 million Sq ft. RRL is a multi-format retailer that operates Reliance Fresh a neighborhood store concept, Reliance Di gital a consumer durables and information technology concept, Reliance Mart - a hyper market concept, Reliance Trends - an apparel specialty concept, Reliance W ellness a health, wellness & beauty concept , iStore by Reliance Digital- an App le specialty store concept, Reliance Footprint -a footwear concept, Reliance Jew els a jewellery concept, Reliance Time-Out- a books, music & entertainment conce pt, Reliance Super- a Minimart concept, Reliance Living Homeware a household uti lities specialty store concept, Reliance Home Kitchen, a kitchens solution specia lty store format and Reliance AutoZone an automotive specialty concept. Reliance is gearing up to revolutionize the retailing industry in India. Towards this en d, we are aggressively working on introducing a pan-India network of retail outl ets in multiple formats. A world class shopping environment, state of art techno logy, a seamless supply chain infrastructure, a host of unique value-added servi ces and above all, unmatched customer Experience, is what this initiative is all about. The retail initiative of Reliance will be without a parallel in size and spread and make India proud. Ensuring better returns to Indian farmers and manu facturers and greater value for the Indian consumer, both in quality and quantit y, will be an integral feature of this project. By creating value at all levels, we will actively endeavor to contribute to India s growth. The project will boa st of a seamless supply chain infrastructure, unprecedented even by world standa rds. Through multiple formats and a wide range of categories, Reliance is aiming to 25 P a g e

touch almost every Indian customer and supplier. To provide western-style retail facility Reliance Mart will sell a range of 95,000 types of items includes consum er durable products (clothing, stationery, toys, medicines, home furnishings, fo otwear etc), FMCG, IT, automotive accessories, apparel accessories, fine jewelry and fashion jewelry under one roof. For this Reliance will set up a series of 5 00 hypermarkets across the country by 2010 while the recent next hypermarket wil l be established in Jamnagar in Gujarat and in the NCR by next month with a plan ning to open 30 such marts by the end of this year includes six in National Capi tal Delhi, five each in Punjab and Andhra Pradesh, three in Gujarat and two in B angalore, informed RIL president and CEO (Operation and Strategy) Raghu Pillai o n the occasion of first hypermarket in Ahmedabad on Monday. They will be better than the best in the market. We would ensure that our products would be cheapest on the consumers wallet and would match the lowest price in the market with the best quality as benchmark, said Pillai. Reliance has set up the first hypermarke t in 1,65,000 sq ft area worth Rs. 4.25 crore approximately for selling grocerie s to general merchandising in Reliance Mart. Reliance had announced last year to invest Rs. 25,000 crore in its retail store and expected to spend Rs. 2,500-3,0 00 per square fit for establishing 500 hypermarkets in 784 towns by next five ye ars. Since then Reliance has been looking for deserving lands across the country to fulfill its dream project. Mukesh Ambani, the Chairman and Managing Director of Reliance Mukesh Dhirubhai Group said, Organized retail has the potential to t rigger socio-economic transformation on an unprecedented scale in our country an d will bring about enormous spin-off benefits to the Indian economy and its vari ous constituents. The launch of Reliance Mart is yet another step by Reliance Reta il towards providing an international shopping experience to all our customers a t unmatched affordability, guaranteed quality and choice of products and service s. He was speaking on inauguration ceremony of first ever hypermarket in Ahmadaba d. 26 P a g e

Reliance will provide some innovative and unique services to the shoppers such a s tailoring, shoe repair, watch repair, a photo shop, gifting services and laund ry services all within the store under one roof. The facility of owned fresh bak ery service will be all time available under brand name of ''hot off the oven''. Vimal, a well-known fabric brand of Reliance Industries Ltd. will also relaunch its products that will have a store within its hypermarkets and will offer cust om-tailoring services, said Parimal Nathwani, the Group President of Corporate A ffairs. Besides this, Reliance Retail is building a vigorous and state-of-the-ar t supply chain infrastructure in parallel to cover the entire country along with setting up its own cold storage chain discretely. It is expected to generate dir ect employment for half-a-million people and indirect employment to two million, said Pillai. To woo the customers, Reliance Mart will keep on offering versatile offers to all its customers such as Reliance One, a common membership and loyalty programme across all its formats, which follows the philosophy of Earn Anywher e, Spend Anywhere . Reliance Mart will also provide easy and attractive finance op tions, including zero percent financing for the purchases on some selected produ cts. PRODUCTS OF RELIANCE STORES FMCG Reliance Atta,Reliance premium white sugar, Reliance sugar fese store ,Reli ance flour (basen),Reliance dry fruits, Reliance grocery, Reliance whole wheat, Reliance long grain rice, Reliance wheat lokvan,Reliance Iodized Salt, Reliance Pulses (like moong, arhad, rajma etc) Garments Reliance Mens Wear, Reliance Womens Wear, Reliance Undergarments, Reliance gravity socks, T-Shirts Jeans, Tie, Reli ance cotton plus shirts range. Foot Wear 27 P a g e

Reliance Mon Mn sport shoes, Reliance Zig Mn Casuals, Reliance Hia Mn Casuals, R eliance Zig Zac casuals, Reliance Mon Mn leather shoes, Reliance Mon Mn kids ran ge. OPERATIONAL EXCELLENCE Operational Excellence is a philosophy of leadership, teamwork and problem solvi ng resulting in continuous improvement throughout the organization by focusing o n the needs of the customer, empowering employees, and optimizing existing activ ities in the process. Operational Excellence stresses the need to continually im prove by promoting a stronger teamwork atmosphere. Safety and quality improvemen ts for employees and customers lead towards becoming a better enterprise. VISUAL MERCHANDISING Visual merchandising is the activity of promoting the sale of goods, especially by their presentation in retail outlets.(New Oxford Dictionary of English, 1999, Oxford University Press). This includes combining products, environments, and s paces into a stimulating and engaging display to encourage the sale of a product or service. It has become such an important element in retailing that a team ef fort involving the senior management, architects, merchandising managers, buyers , the visual merchandising director, designers, and staff is needed. Visual merc handising starts with the store building itself. The management then decides on the store design to reflect the products the store is going to sell and how to c reate a warm, friendly, and approachable atmosphere for its potential customers. Many elements can be used by visual merchandisers in creating displays, includi ng colour, lighting, space, product information, sensory inputs such as smell, t ouch, and sound as well as technologies such as digital displays and interactive installations. Visual merchandising is not a science; there are no absolute rul es. It is more like an art in the sense that there are implicit rules but that t hese also exist to be broken for striking effects. The main principle of visual merchandising is that it is intended to increase sales, which is not the case wi th a "real" art. 28 P a g e

Visual merchandising is one of the final stages in trying to set out a store in a way that customers will find attractive and appealing and it should follow and reflect the principles that underpin the stores image. Visual merchandising is t he way one displays goods for sale in the most attractive manner with the end purpose of making a sale. "If it does not sell, i t is not visual merchandising." Especially in todays challenging economy, people may avoid designers/ visual merchandisers because they fear unmanageable costs. But in reality, visual merchandisers can help economise by avoiding costly mista kes. With guidance of a professional, retailer can eliminate errors, saving time and money. It is important to understand that the visual merchandiser is there, not to impose ideas, but to help clients articulate their own personal style. V isual merchandising is the art of implementing effective design ideas to increas e store traffic and sales volume. VM is an art and science of displaying merchan dise to enable maximum sale. VM is a tool to achieve sales and targets, a tool t o enhance merchandise on the floor, and a mechanism to communicate to a customer and influence his decision to buy. VM uses season based displays to introduce n ew arrivals to customers, and thus increase conversions through a planned and sy stematic approach by displaying stocks available. Recently visual merchandising has gained in importance as a quick and cost effective way to revamp retail stor es. PURPOSE Retail professionals display to make the shopping experience more comfor table, convenient and customer friendly by: Making it easier for the shopper to locate the desired category and merchandise. Making it easier for the shopper to self-select. Making it possible for the sho pper to co-ordinate & accessorize. Informing about the latest fashion trends by highlighting them at strategic locations. Merchandise presentation refers to most basic ways of presenting merchandise in an orderly, understandable, easy to shop and find the product format. This easier fo rmat is especially implemented in fast fashion retailers. VM helps in: educating the customers about the product/service in an effective and creative w ay. 29 P a g e

establishing a creative medium to present merchandise in 3D environment, thereby enabling long lasting impact and recall value. setting the company apart in an exclusive position. establishing linkage between fashion, product design and mar keting by keeping the product in prime focus. combining the creative, technical and operational aspects of a product and the business.

drawing the attention of the customer to enable him to take purchase decision wi thin shortest possible time, and thus augmenting the selling process. Variances Planogram A Planogram allows planning of the arrangement of merchandise on a given fixture configuration to support sales through proper placement of merchandise by Style , Option, Size, Price points, etc. It also enables a chain of stores to have the same merchandise displayed in a coherent and similar manner across the chain. T he main purpose is to support ease of applicability to the merchandiser while al so increasing selection & enhancing the merchandise display in a neat and organi zed manner. Window Displays A retailer's window is the most controllable element in relation to image and mu st match their merchandise's target demographic. Windows may communicate style, content, and pr ice point. They can be seductive, exciting or based on emotional stimulus throug h stimulation, or evocation of all five senses. Another direction taken by retai lers who rely on volume sold is price-based selling. These clearly emphasize val ue for money with easy and obvious ticketing. The best store windows can generat e great excitement and are a talking point. They contribute to the environment b y entertaining pedestrians, while simultaneously communicating the products and services on offer. For a retailer willing to exploit the full potential that a w indow gives, the image-building process can be exciting and have enormous potent ial. A fashion retailer, for instance, will often change a window weekly to show the latest items on offer. A glance into a shop's window by a passerby establis hes the time of the year and, very likely, a timely contemporary 30 P a g e

event. It might combine seasonal and festive points of the year such as Back-toschool, Spring, Summer, Easter, Christmas, New Year approaching, Diwali, Valenti ne's Day, Mother's Day etc. At other times the propping may be based on color sc hemes, materials or cultural themes. Food Merchandising Restaurants, Grocery Sto res, and C-stores are using visual merchandising as a tool to differentiate them selves in a saturated market. With Whole Foods leading the way, many are recogni zing the impact that good food merchandising can have on sales. If a food mercha ndising strategy considers the 5 senses, it will keep customers lingering in the store, and help them with the buying decision process. Aroma, if pleasant, can be used to help sell product and visual graphics on the boxes and packaging can make them look as good as they taste. Texture can be utilized to entice customers to touch, and samples are the best form of food advertising. Especially for larg e quantity items, the ability to experience the product before committing to the purchase is critical. Food merchandising should educate customers, entice them to buy, and create loyalty to the store. Executive summary In this project my task was to do the audit of various reliance retail store in jaipur region based upon some retail benchmarking and to rank the store on vario us parameter. The parameters of ranking are 1. 2. 3. RED- if the store scores poor. AMBER- if the store scores good and better. GREEN - if the store scores excellent. POINTS ON WHICH STORES WERE RANKED:1. CLEAN PARKING AREA. 31 P a g e

2. CLEAN FRONT FASCADE / CLADDING. 3. CLEAN ONNING. 4. CLEAN GLASS DOOR / FRONT GLAZING / NO PASTING ON FRONT GLAZING. 5. CLEAN BAGGAGE COUNTER. 6. CLEAN- FLOOR , UNDER FIXTURE / BATS, CORNER. 7. CLEAN WALLS NO SIGNAGE / PASTING ON WALL. 8. FREE AISLE SPACE AND WALKING SPACE FOR CUSTOMER. 9. TOILETS- CLEAN BASIN, WC, MI RROR, FLOOR, TILES, DRAIN. 10. CHECK FOR WATER SUPPLY AND WC WORKING. 11. CLEAN BASKET AND TROLLEYS. 12. BAYS- CLEAN BAYS AND DATA STRIPS. 13. BAYS- DUST FREE M ERCANDISE, TALKERS IN SLEVES AND STAPLE ONLY. 14. CLEAN AND ORGANIZED CSD DESK. 15. ZERO ARTICLES AT TILL. 16. MANAGER ROOM- CLEAN AND ORGANIZED. 17. MANAGER RO OM- ALL FILES STACKED PROPERLY. 18. OPENING TIME- 05:30 19. CLOSING TIME- 11:00 20. GRAHAK DEVO BHAVA. 21. MORNING BRIEFING. 22. EVENING BRIEFING. 23. ACTIVITY FOR THE DAY. 24. CHECK FOR COMPLETION OF ALL MORNING ACTIVITY. 25. CHECK FOR TIM ELY INDEND. 26. CHECK FOR NEAR EXPIRY AND DAMAGED PRODUCT. 32 P a g e

27. ALL LICENCES DISPLAYED. 28. SUPPORT OFFICE COMMUNICATION FILE, COMMERCIAL FI LE, DAD. 29. DEMARKED BRIEFING AREA. 30. BRIEFING BOARD- DUTY ROASTER, STAFF GRO OMING GUIDELINE, VM DISPLAY GUIDELINE, BRIEFING SHEET, STAR OF THE MONTH, BAY WI SE CSA ALLOCATION SHEET, STORE ACHIEVEMENT. 31. SEGREGETED- FRESH N DAMAGE, FRES H, CONSUMABLE. 32. 4 AGENDA ADHERENCE. 33. ALL CASH TILL IN WORKING CONDITION. 3 4. 40% FNV, 40% DAIRY, 20% BEV. 35. CHILLERS- CLEAN AND ORGANIZED, NO FLIES, ZER O STAGNANT WATER INSIDE. 36. VERTICAL STACKING. 37. LOOSE BINS- CLEAN / FULL WIT H SELS. 38. STAFF IN UNIFORM AND WELL GROOMED. 39. PUNCTUALITY. 40. PROMO AWARENE SS, BAY NO. ALLOCATION. 41. SECURITY GUARD HANDLING BASKET AND TROLLY. 42. LOYAL ITY % 43. SPEED MORE THAN 8. 44. COMPLAINT REGISTER, FOLLOW UP WITH CUSTOMER AND UPDATED. 45. NAMASTE WITH SMILE. 46. SELS ON ALL PRODUCT. 47. 200+ TALKERS. 48. FOLLOW DAILY CHECKLIST ON TALKERS COUNT. 49. END CAPS- ONLY 2 SKUS/ FAMILY / THEM E WITH SIGNAGE 50. PROMO ANNOUNCEMENT SCRIPTS 51. RED DOT SKU AND HHT CORRECTION . 33 P a g e

52. PROPER DISPLAY/ FACING/ EXCESS STOCK N TOP- TOP 34 P a g e

store:- vaishali nagar manager:- MR. prashant red amber green 6 8 39 Chart Title red 11% amber 15% green 74% Recommendation: (1) this store need to focus on clean floor, under fixture (2) t his store need to focus on promo awareness (3) Namaste with smile need to be fol lowed. 35 P a g e

store:- BSM manager:- jitender rathore red amber green 5 1 47 Chart Title red 9% amber 2% green 89% Recommendation:(1) This store could be considered best among all. (2) Need to fo llow Namaste with smile. (3) Need to run promo announcement script. (4) need to focus on dust free merchandize. 36 P a g e

store:- khatipura manager:- yitendra singh red amber green 9 5 39 Chart Title red 17% amber 9% green 74% Recommendation:(1) store need to focus on dust free merchandize. (2) need to foc us on vertical stacking. (3) need to follow daily checklist on talker count. (4) this store could be considered partially green. 37 P a g e

store:- NSR manager:- Bhupesh khatri red amber green 8 7 38 Chart Title red 15% amber 13% green 72% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on chiller hygiene. (3) need to follow daily checklist on talker count. (4) t his store could be considered partially green. 38 P a g e

store:- khirni phatak manager:- MR. jitender red amber green 9 5 39 Chart Title red 17% amber 9% green 74% Recommendation:(1) Need to display all licenses. (2) Need to check daily checkli st on talkers count. (3) File need to be stacked properly. (4) need to focus on dust free merchandize. 39 P a g e

store:- pareek college road manager:- yogesh soni red ambe r green 4 4 45 Chart Title red 7% amber 8% green 85% Recommendation (1) this store could be considered one of the good store. (2) thi s store need to maintain loyalty. (3) need to focus on talkers. (4) need to repl ace damage data strips. 40 P a g e

store:- Raja park manager:- MR. pradeep red amber green 8 8 37 Chart Title red 15% amber 15% green 70% Recommendation:(1) need to focus on vertical stacking. (2) need to chech daily c hecklist on talkers count. (3) promo awareness was poor among employee. (4) need to focus on dust free merchandize. 41 P a g e

store:- vidhyadhar nagger manager:- sharvan rathore red amber green 14 8 31 Chart Title red 26% green 59% amber 15% Recommendation:(1) this store could be considered one of the poor store. (2) thi s store need to focus on VM. (3) need to follow punctuality. (4) need to focus o n dust free merchandize. (5) need to focus on vertical stacking. (6) need to fol low daily checklist on talkers count. 42 P a g e

store-: adarsh nagger manager-kamal Sharma red amber green 5 11 37 Chart Title red 9% amber 21% green 70% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on vertical stacking. (3) need to follow daily checklist on talker count. (4) this store could be considered partially green. 43 P a g e

store-: barkat nagger manager- Mr. amna red amber green 6 9 40 red amber green Recommendation (1) this store could be considered one of the good store. (2) thi s store need to maintain loyalty. (3) need to focus on talkers. (4) need to repl ace damage data strips. 44 P a g e

store-: gopalpura manager- dishant god red amber green 4 13 36 Chart Title red 8% amber 24% green 68% Recommendation:(1) Need to follow Namaste with smile (2) Need to run promo annou ncement script. (3) need to focus on dust free merchandize. 45 P a g e

store-: Haldiya plaza manager- yashasvi divedi red amber green 8 8 37 Chart Title red 15% amber 15% green 70% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on vertical stacking. (3) need to follow daily checklist on talker count. (4) this store could be considered partially green. 46 P a g e

store-: jawahar nagar manager-: mr. dheeraj red amber green 9 10 34 Chart Title red 17% amber 19% green 64% Recommendation: (1) this store need to focus on clean floor, under fixture (2) t his store need to focus on promo awareness 3) Namaste with smile need to be foll owed. 47 P a g e

store-: kaleen red amber green 8 14 31 Chart Title red 15% green 59% amber 26% Recommendation:(1) need to focus on vertical stacking. (2) need to chech daily c hecklist on talkers count. (3) promo awareness was poor among employee. (4) need to focus on dust free merchandize. 48 P a g e

store-; kishanpol bazar manager- amar singh red amber green 7 10 36 Chart Title red 13% amber 19% green 68% Recommendation:(1) this store could be considered one of the poor store. (2) thi s store need to focus on VM. (3) need to follow punctuality. (4) need to focus o n dust free merchandize. (5) need to focus on vertical stacking. 49 P a g e

store-: maharani farm manager- anurag shukla red amber green 5 9 40 Chart Title red 9% amber 17% green 74% Recommendation:(1) need to chech daily checklist on talkers count. (2) file need to be stacked properly. (3) need to focus on dust free merchandize. 50 P a g e

store-: mahesh nagger managar- MR. jitendra red amber green 6 12 35 Chart Title red 11% amber 23% green 66% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on chiller hygiene. (3) need to follow daily checklist on talker count. (4) t his store could be considered partially green. 51 P a g e

store-: sanganer manager- abhijeet yadav red amber green 6 8 39 Chart Title red 11% amber 15% green 74% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on chiller hygiene. (3) need to follow daily checklist on talker count. (4) t his store could be considered partially green. 52 P a g e

store-: shipra path manager- abhishek saini red amber green 7 13 33 Chart Title red 13% amber 25% green 62% Recommendation:(1) store need to focus on dust free marchandize. (2) need to foc us on chiller hygiene. (3) need to follow daily checklist on talker count. (4) t his store could be considered partially green. 53 P a g e

store-: subhash chowk manager- ajay dixit red amber green 7 15 31 Chart Title red 13% green 59% amber 28% Recommendation: (1) this store need to focus on clean floor, under fixture (2) t his store need to focus on promo awareness (3) Namaste with smile need to be fol lowed. 54 P a g e

store-: vijay path red amber green 7 11 35 Chart Title red 13% amber 21% green 66% Recommendation:(1) This store could be considered best among all. (2) Need to follow Namaste wi th smile. (3) Need to run promo announcement script. (4) need to focus on dust f ree merchandize. 55 P a g e

store-: jhotwara manager- jitendra dixit red amber green 5 8 40 Chart Title red 9% amber 15% green 76% Recommendation:(1) need to display all licences. (2) need to chech daily checkli st on talkers count. (3) file need to be stacked properly. (4) need to focus on dust free merchandize. 56 P a g e

store-: murlipura manager- vikram singh red amber green 5 9 39 Chart Title red 9% amber 17% green 74% Recommendation (1) This store could be considered one of the good store. (2) Thi s store needs to maintain loyalty. (3) Need to focus on talkers. (4) Need to rep lace damage data strips. 57 P a g e

store-: shastri nagger manager- rajeev Sharma red amber green 5 7 41 Chart Title red 10% amber 13% green 77% Recommendation:(1) Need to focus on vertical stacking. (2) Need to check daily c hecklist on talkers count. (3) promo awareness was poor among employee (4) Need to focus on dust free merchandize. 58 P a g e

CONCLUSION: STRENGTH: 1. 2. Man power and Resources are the biggest strength that stores are equipped with. Team work is also a one of the powerful tool that stores have with them.

WEAKNESS : 1. 2. 3. Customer care is one of the weak points of the store. Promo announcement script and Namaste with smile. Dust free merchandize.

OPPORTUNITY: 1. 2. Star of the month award is one of the powerful tool gives the staff an opportuni ty to show their skill. Marked down zone is also an opportunity to stores that t hey can use to lure new customer and increase their sales.

THREAT: 1. 2. Expiry is one of the kinds of threat that shrink the store profit and shelf spac e. Strong supply chain management of other retail house that helps them in provi ding some goods at cheaper rate than Reliance. 59 P a g e