Dummy Report.docx

SUMMER TRAINNING PROJECT REPORT ON RETAIL STORE OPERATIONS AT RELIANCE SMART- SIGNATURE STREET GHAZIABAD

In Partial Fulfillment of BBA (2016-2019) Submitted to CCS Uninersity Under the supervision of: Dr. Shilpi Sarna

Submitted by: Ms. Akanksha Deep

Roll No.169379014

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Semester: 6th Sem

CERTIFICATE

This is to certify that Ms Akanksha Deep

a student of BBA (2016-19 Batch), at IMS

Ghaziabad, University Courses Campus, has undertaken the project on “Reliance Smart Retail Store Operations”. The survey, data collection, & analysis work for preparing the project has been carried out by the student in partial fulfilment of the requirements for the Award of BBA Degree in BBA, under my guidance and supervision.

I am satisfied with the work of Ms Akanksha Deep

Date: 02/03/19

Mentor(s) Name: ………… (Signature)

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Date: ………….

TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. / Ms. ……………………….. a student of BBA (2016-19 Batch), Domain Specialization …………………., at IMS Ghaziabad, University Courses Campus, has undertaken

the

project

on

“-----------------------------”

under

the

guidance

of

Mr./

Ms………………………(Industry Mentor’s Name) for a duration of …………………..weeks, from…….to…………, 20__.

During his/her tenure with us, we found him/her sincere in his outlook towards his work.

We wish him/ her all the very best for future endeavours.

Signature Name Designation Organization seal

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ACKNOWLEDGEMENT

At the onset, I would like to express my heartiest thanks to Mr. Vijendra Tiwari (Head H.R) and then to Mr. Devendra Shukla who gave me an opportunity to undertake a project at RELIANCE RETAIL Ltd. I am most obligated to My guide and my mentor Prof Dr. Shilpi Sharna who provided must need constructive criticism, unending inspiration, valuable and pain taking guidance, encouragement, untiring and constant help, and above all his positive attitude towards my abilities made the achievement of this goal, a challenging enjoyable, and rewarding and stimulation experiences. Lastly I want to pay my hearted thanks to my friends and people who gave to me their valuable suggestion and guidance in completing my project.

Akanksha Deep Roll. No: 169359014

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DECLARATION

I hereby declare that this Specialization Project is my own work and that, to the best of my knowledge and belief, it reproduces no material previously published or written that has been accepted for the award of any other degree of diploma, except where due acknowledgement has been made in the text.

Akanksha Deep Roll. No: 169359014 Date: 02/03/19

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INDEX Sr. No. 1.

Particulars Introduction 1.1 Introduction to the topic

2.

Page No. 7-9

1.2 Company profile

10-16

1.3 Scope and importance of the study

17-18

1.4 Literature Review

19-22

Research Methodology

23

2.1 Objectives of the study

24-25

2.2 Research Design

26-29

a. Research type b. Sample size c. Sampling procedure d. Data collection Techniques e. Time of collection f. Duration of training g. Weekly report 2.3 Data collection techniques 3.

4.

Analysis and findings 3.1

Analysis of Store data

38-47

3.2

Analysis of Customer database

48-50

3.3

MOPR Analysis and Summery

51-109

Summary and conclusions 4.1 Conclusion 4.2 Finding and recommendations 4.3 Limitations of the study

110 111-112 113

4.4 Special Findings

114-116

Annexure

117-120

Bibliography

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30-37

121

INTRODUCTION TO RETAIL 1. INCEPTION OF RETAIL BUSINESS

Retailing is derived from the French word “retaillier” which means

“To cut off a piece or to break bulk”

Retailing consists of the sale of goods or merchandise from a fixed location, such as a department store, boutique or kiosk, or by post, in small or individual lots for direct consumption by the purchaser. Retailing may include subordinated services, such as delivery. Purchasers may be individuals or businesses. A "retailer" buys goods or products in large quantities from manufacturers or importers, either directly or through a wholesaler, and then sells smaller quantities to the end-users / consumers. Retail establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their overall distribution strategy. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as a public utility, like electric power.

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Online retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-shop retailing. Shopping generally refers to the act of buying products. Sometimes this is done to obtain necessities such as food and clothing; sometimes it is done as a recreational activity. Recreational shopping often involves window shopping (just looking, not buying) and browsing and does not always result in a purchase.

2. RETAIL SCENARION IN INDIA Indian 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 favorable demographic patterns. It is expected that by 2016 modern retail industry in India will be worth US$ 175- 200 billion. Indian retail industry is one of the fastest growing industries with revenue expected in 2007 to amount US$ 320 billion and is increasing at a rate of 5% yearly. A further increase of 78% is expected in the industry of retail 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 industry in India will amount to US$ 21.5 billion by 2010 from the current size of US$ 7.5 billion. Shopping in India have witnessed a revolution with the change in the consumer buying 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 multi- stored malls, huge shopping centers, and sprawling complexes which offer food, shopping, and entertainment all under the same roof. Indian retail industry is expanding most aggressively. As a result of this, a great demand for real estate is being created. Indian retailers preferred means of expansion is to expand to other regions and to increase the number of their outlets in a city. It is expected that by 2010, India may have 600 new shopping centers.

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In the Indian retailing industry, food and food products is the most dominating sector and is growing at a rate of 9% annually. The branded food industry is trying to enter the India retail industry and convert Indian consumers to branded food. Since at present 60% of the Indian grocery basket consists of non- branded items. Indian retail industry is progressing well and for this to continue retailers as well as the Indian government will have to make a combined effort.

3. GROWTH OF RETAIL 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 Growth of Retail Companies in India. Growth of Retail Companies in India is still not yet in a matured stage with great potentials within this sector still to be explored. Apart from the retail company like Nilgiri's of Bangalore, most of the retail companies are sections of other industries 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, however the smaller towns are also not lagging behind in this. The retail companies are not only targeting the four metros in India but also is considering the second graded upcoming cities like Ahmedabad, Baroda, Chandigarh, Coimbatore, Cochin, Ludhiana, Pune, Trivandrum, Simla, Gurgaon, and others. The South Indian zone have adopted the process of shopping in the supermarkets for their daily requirements and this has also been influencing other cities as well where many hypermarkets are coming up day to day.

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INTRODUCTION TO COMPANY

1. FOUNDERS

"Growth has no limit at Reliance. I keep revising my vision. Only when you can dream it, you can do it."

Dhirubhai H. Ambani Founder Chairman Reliance Group {December 28, 1932 - July 6, 2002}

Dhirubhai Ambani founded Reliance as a textile company and led its evolution as a global leader in the materials and energy value chain businesses. He is credited to have brought about the equity cult in India in the late seventies and is regarded as an icon for enterprise in India. He epitomized the spirit 'dare to dream and learn to excel'. The Reliance Group is a living testimony to his indomitable will, single-minded dedication and an unrelenting commitment to his goals.

Board Of Directors of Reliance Industries Limited

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.

Mukesh D. Ambani ChairmancumManaging Director

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Nikhil R. Meswani Executive Director

Hital R. Meswani

H.S. Kohli

Executive Director

Executive Director

The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is India's largest private sector enterprise, with businesses in the energy and materials value chain. Group's annual revenues are in excess of US$ 30 billion. The flagship company, Reliance Industries Limited, is a Fortune Global 500 company and is the largest private sector company in India. Backward vertical integration has been the cornerstone of the evolution and growth of Reliance. Starting with textiles in the late seventies, Reliance pursued a strategy of backward vertical integration - in polyester, fibre intermediates, plastics, petrochemicals, petroleum refining and oil and gas exploration and production - to be fully integrated along the materials and energy value chain. Reliance enjoys global leadership in its businesses, being the largest polyester yarn and fibre producer in the world and among the top five to ten producers in the world in major petrochemical products. Major Group Companies are Reliance Industries Limited (including main subsidiaries Reliance Petroleum Limited and Reliance Retail Limited) and Reliance Industrial Infrastructure Limited. Reliance Retail is a subsidiary of Reliance Industries Limited. It is the largest Private sector conglomerate of India.

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Reliance Retail is the retail business of Reliance Industries. There are many brand names under this business such as Reliance I-Store, Reliance Home Kitchens, Reliance Time Out, Reliance Digital, Reliance Wellness, Reliance Trendz etc. Reliance was established as a textile concern in the year 1966 by Dhirubhai H. Ambani. This company followed a diversification strategy since its inception. It vertically integrated. This resulted in formation of many subsidiaries. Reliance Retail is one such subsidiary. Reliance Retail is a part of the Reliance Industries Limited. Reliance industries is actually the largest conglomerate in India. It has an annual turnover of US$35.9 Billion. It is also listed on 206th position in the Fortune Global 500 companies. The company started off as a small textile company around 30 years ago. And now it has expanded vertically and horizontally to be India's Numero-uno. Reliance Retail is actually the retail group of Reliance Industries Limited. It has a number of brands like Reliance Time Out, Reliance Digital, Reliance Wellness. Autozone, Reliance Super, Reliance Mart, Reliance I-Store. Reliance Group was established in 1970's. The Reliance Retail was found in the year 2006 as an operating subsidiary. It has its head office in Mumba

2. GROWTH OF RETAIL 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 Growth of Retail Companies in India. Growth of Retail Companies in India is still not yet in a matured stage with great potentials within this sector still to be explored. Apart from the retail company like Nilgiri's of Bangalore, most of the retail companies are sections of other industries 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, however the smaller towns are also not lagging behind in this. The retail companies are not only targeting the four metros in India but also is considering the second

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graded upcoming cities like Ahmedabad, Baroda, Chandigarh, Coimbatore, Cochin, Ludhiana, Pune, Trivandrum, Simla, Gurgaon, and others. The South Indian zone have adopted the process of shopping in the supermarkets for their daily requirements and this has also been influencing other cities as well where many hypermarkets are coming up day to day.

3. RELIANCE RETAIL

Reliance Retail is the retail initiative of the group and an epicentre of our consumer facing businesses. It has in a short time forged strong and enduring bonds with millions of consumers by providing them unlimited choice, outstanding value proposition, superior quality and unmatched experience across all its retail stores. Since its inception in 2006, Reliance Retail has grown to cater to millions of customers, and thousands of farmers and vendors. Reliance Retail serves over 3.5 million customers every week, and its loyalty programme, Reliance One, has the patronage of more than 30 million customers. Our nationwide network of retail outlets delivers a world-class shopping environment and unmatched customer experience powered by our state-of-the-art technology and seamless supply-chain infrastructure. Reliance Retail has adopted a multi-prong strategy and operates neighbourhood stores, supermarkets, hypermarkets, wholesale cash & carry stores, specialty stores and online stores and has democratized access to all types of products and services across all segments for all Indian consumers. Reliance Retail has achieved the distinction of being the largest retailer in the country. Reliance Retail’s commitment to bettering lives has been embodied in its pursuit to make a difference on social socio-economic issues in India. The initiative has brought large number of farmers and small producers to the forefront of the retail revolution by partnering with them for growth. Deep insight into India’s economic, cultural and consumption diversity drives Reliance Retail’s vision in the retail universe. The operating model is based on customer centricity, while leveraging common centres of excellence in technology, business processes and supply chain.

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More importantly, it has built a strong and unwavering foundation through its extraordinary people. Reliance Retail has emerged as the partner of choice for international brands and has established exclusive partnerships with many revered international brands such as Diesel, Superdry, Hamleys, Ermenegildo Zegna, Marks and Spencer, Paul & Shark, Thomas Pink, Kenneth Cole, Brooks Brothers, Steve Madden, Payless Shoesource, Grand Vision and many more. Reliance Retail operates over 3,300 stores pan India with nearly 13 million square feet of retail space and is growing rapidly

4. RELIANCE SMART IN GHAZIABAD

A reliance store have been newly oppened approx. 3.5 months ago in Govindpuram , Ghaziabad Uttar Pradesh. The Store is named under Reliance SMART located in Basement of Signature Street, PAAC Park Govindpuram. The store is spread in 15000 sqt out of which 11500 sqt is sales area. Accommodating about 6000 articles from all prominent Brands as well as in house brands. It is open from 7am to 10 pm and it takes 40 FT & 38 PT to carry out daily functioning of the store. On an average, turnover of store is 50,000 per day, each store, whereas compared to others cities it is abysmally low. The main aim is to provide good quality products at lower price and strive continually for customer service and satisfaction. According to one of the Reliance Smart Store’s manager, they were satisfying around 75% of customer expectations. There are approx 20 CSA’s i.e.. Customers Service Associates who help the customers in their purchase decision and make them feel at ease. CSA’s normally work on two shifts. First shift is from 6.30 AM to 3.00 PM and second one is from 1.30 PM to 10.30 PM In addition to the above, there are 2 store supervisors for each shift and 1 One Store manager is wholly responsible for major decisions pertaining to the store.

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There in total 16 cash tills for smooth flowing of customers in billing area. There are total 25 categories of products available namely Fruits & Vegetables, Smart food, Beverages, Dairy, Staple, Personal care, Home Care, Baby Care, Home Appliances, Furnishing & Decor, Furniture, Processed Food, Confectionaries & Snacks, House ware, Hardliners, Cosmetics, Fragrances, Sports Equipment, Toys, Stationary, Health, Frozen Food & Luggage.

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IMPORTANCE OF STUDY

1. Online Reviews: With the advent of Internet and smartphones, it is easier for a common man to get other customer feedback on Search Engines, Social Media, and other Review sites before they visit a particular place. 88% of the customers trust online reviews before visiting any restaurant, salon, supermarket or even a hospital? 72% of them get influenced by the positive reviews to take their step forward in visiting these places.

2. Word of mouth: This is one of the oldest factors that impact a business. 18% of your overall consumer sales happen via word-of-mouth. It is also proven to boost your other marketing strategies by a staggering 15%. Word of mouth marketing has a profound effect on your brand. One positive comment from a well-respected person in your industry and opportunities can rain down upon your business. Ensure you provide the best customer experience regardless of the customer and get a positive outlook on them.

3. Satisfactory Quotient: If your business has to be rated by a customer with a rating system, only the customers who give a 5-star rating are found out to be your loyal customers. Even the ones who had rated you with a

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4-star would tend to incline to your competitors over a period of time if there’s a fractional advantage. And this holds absolutely true if you give it a thought. Delighting your customer until they are satisfied enough to rate you with a 5-star is one way to improve your bunch of loyal customer base.

4. Acknowledgement: This tends to be one of the most underestimated factors of them all. Letting customers know that they are being listened to, gives plenty of scopes for them to come forward with valuable feedback every single time. It gives you an opportunity to know your business from an outsider’s angle giving you ample scope to improve in various areas. Acknowledging the feedback in person or with a mail/SMS would make the customer feel special. A bad review can be followed up with an SMS giving a 10% discount on the customer’s next visit, which would make them come back. An opportunity to serve them better and convert the unhappy to a happy customer.

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LITERATURE REVIEW

1. SUMMARY The project entitled “RETAIL STORE OPRATIONS” carried out, was the result of extensive study of the RELIANCE SMART store situated in Govindpuram. My subject of study was analyzing DAILY WORK OF CSA, MOPR, ANALYSIS OF CUSTOMER FOOTFALL of the store.

1. Analysis of coustomer A store must keep check on it’s customer satisfaction and their feedback can be very valuable to company. I was appointed with a questionnaire to interact with customers and grow databse.

2. MOPR Monthly Operation Protocall Report is a checklist of parameters on which a store has to follow in order to fuction as well as to gain bonus for employees. I participated in MOPR as well as did my own MOPR.

3. Daily work of CSAs CSAs are the employee at ground level they are responsiple for safekeeping and running of the organisation. I worked with some CSA to get an insight of ground work in a store.

The scope of project allows a two way approach to learn about the functioning of Reliance Smart outlets. Firstly, it provides an opportunity to know about in and out of the functioning of the retail store which serves both as the frontline of operations and the revenue earner for the organization engaged in the business of organized retailing. The retail store which serves as the point of interaction and transaction between the organization and the customers is the biggest stakeholder in determining the level of success of the business. Operations set that Page | 19

regulate the entire workings of a store thus have a pivotal role. Thus while being engaged in a project work in an retailing organization, to develop knowledge about the retail store operations provides a kind of completeness to the task of understanding the trade.

On the other hand factors like counts of footfall, the value of ticket size etc. are ultimate determiners in the extent of success that the retail organization has achieved. These determinants are in a sort litmus tests about the correctness of the strategy and the positioning in order to reach the consumer groups. All the working procedure as well as the planning is usually so organized as to ensure the maximum business both in terms of volume and value. The first level facilitator for this purpose achievement is the footfall figures of the stores under observation. By simple logic it can be deciphered that more number of people entering the store means more amount of revenue. The arrival of consumer hordes can be a near to sure indictor of acceptability of the business model of the organization. But the approach to determine outcome of a retail business model on footfall alone can unfailingly lead to fallacies. So in order to reinforce the element of surety in the task of analysis a more trustful approach of taking eye to the ticket size is desirable.

2. FINDINGS These 6 weeks of my internship was a good learning experience for me. I was exposed to the practical aspects of Marketing and Retailing. The major findings are: 1.

Visibility of the products should be increased.

2.

There must be more sales promotion and advertising activities.

3.

There is an imminent need of betterment of Customer Support Services of Reliance Smart Store.

4.

Close link should be established with customers through customer relations programs and try to meet their requirement regarding product and services and to make them aware about both product and promotions.

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5.

Promote the peculiar areas where Reliance Smart stores, have an upper hand like correct weight and measures, values packs of goods, quality service and ambience.

6.

Rightsizing is desired in certain stores. A large area is occupied by categories like appliances which have very limited sales but rent has to be paid for the area.

7.

Long queues too often discourage people to shop in Reliance Smart store especially the customers who purchase smaller quantities of good (say Rs. 10.00 bread). So number of tills in each store should be between depending upon factors like and stateside. In rush hours

8.

Innovativeness is the mantra for success. Brainstorming sessions must be conducted for generation of new innovative ideas.

3. CONCLUSION Finally analyzing all the factors responsible for increasing sales and the no. of customers in Reliance Smart Store, I came to the conclusion that the Reliance Retail Group has a major focus on achieving customer needs and their satisfaction level and not to those who made it possible i.e. the Sales Force. There are multitudinous programs and events taking place to attract a large amount of crowd from the respective locations. But the industry should also keep in mind the integrated efforts made by the team i.e. the CSA’s, Store Supervisors, Store Manager and the people involved in store activities for the enhancement customers attraction by the store and finally maximization of revenue.

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4. LIST OF ABBREVIATIONS CSA

- Customer Service Associates.

CSD

- Customer Service Department.

FIFO

- First In First Out.

LIFO

- Last In First Out.

POG

- Planogram.

POP

- Point Of Purchase.

POS

- Point Of Sale.

SEL

- Shelf Edge Label.

LSM

- Self Learning Module

MOPR

- Monthly Operations Performance Report

YTD

- Year Till Date

NA

- Not Applicable

PT

- Part Timer

FT

- Full Timer

GM

- General Merchandise

SM

- Store Manager

F&V

-

DC

- Distribution Center

PI

- Physical Inventory

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Fruits & Vegetables

RESEARCH METHORDOLOGY

Research Methodology is the master plan for conducting the research study. It should be noted that a Research Methodology is unique to a Research Design. As the project undertaken by me primarily emphasizes on the Store Operations of Reliance Fresh Store, Hinoo so I took help of Descriptive Research Studies. Descriptive Research involves the description of the characteristics of the variable, description of the extent of association between variables and it allows the researcher to infer about the variables. Like in this case, the variables were analyzing Foot-fall, Catchment Area and the Average Ticket Size of the customers. Another reason was that I worked on the data provided by the store i.e. it was secondary data (total footfall, total sales, total no. of customers etc.) for a month and I knew which parameters to work upon. Also I interviewed the customers and observed their behavior towards Store. The project’s data collection was through Primary and Secondary sources. Primary data was the one where I interviewed and observed the customers and gave them questionnaires to fill for the purpose of Customer feedback. Secondary data included the analysis part through the data given by the Store. I gathered data of one month from the Reliance Store as the Sample Size. It included Total Footfall, Total Sales, Daily sales, Ticket size and Conversion Ratio. For the questionnaire filling I took a sample of 50 people daily as I interviewed those who visited the store regarding the Store Ambiance, Assortments of products and services provided. The type of Sampling Procedure which I have chosen is Convenience Sampling. Convenience sampling is a generic term that covers wide variety of Ad-hoc procedures for selecting respondents. Since sampling units were accessible, convenient, easy to measure, co-operative and articulate, I used Convenience Sampling. I interviewed the customers and analyzed the given data through my own convenience and expertise.

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RESEARCH OBJECTIVE

1. MANAGERIAL PROSPECTIVE

Reliance Smart is the retail chain division of Reliance Industries Ltd. which is headed by Mukesh D. Ambani. As of now, Reliance Smart has shown a phenomenal presence in the Indian subcontinent with almost all major cities coming under its purview. Reliance had entered into this segment by opening new retail stores in all metropolitan cities and other cosmopolitan cities of India. Reliance plans to invest Rs.25000 Crores in the next four years in their retail division and plans to begin retail stores in 784 cities across the country. In addition to this, Reliance is also poised to mark its presence in sub urban and rural India. The Reliance Smart supermarket chain is RIL’s Rs.25,000 Crores venture and it plans to add more stores across different areas, and eventually have a pan-India footprint by year 2011. The super marts will sell not only fruits and vegetables, staples, groceries, juice bars and dairy products but will also sport a separate enclosure and supply-chain for non-vegetarian products. Besides, the stores would provide direct employment to 5 Lakh young Indians and indirect job opportunities to over a million people, according to the company sources. The company also has plans to train students and housewives in customer care and quality services for part-time jobs. Now, my area of study was Reliance Smart Store, Govindpuram and I was given the task of analyzing the customers and the store operations of that location. I was given this task so as to study what are the current and emerging trends of the Store, I also sought to gain a fair idea about Indenting, Checking of Delivery in Distribution Channel, Receiving Goods in Store, Markdown etc. These activities are done so as to prevent pilferage or any stock out situation of Fruits and Vegetables. As this store is mainly known for its Smartness and so there are customers who are mostly attracted towards the Smart fruits and vegetables. Out of 50 people surveyed 36 preferred to purchase Fruits and Vegetables from local market , 8 from Reliance Smart and 6

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from both. Thus reliance Smart needs to concentrate more on this category to attract greater customer base, however people didn’t opted either for spencer or big bazaar.

2. RESEARCH PROSPECTIVE Research is one of the most vital part of the survey and is related to collection of information and knowledge. Marketing Research is defined as the systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing the company. My objective behind this study as a whole was to Understand the exact modus operandi of operations of the Reliance Smart Store, Govindpuram. My main research objectives were as follows: 1.

Building knowledge base on customers, competitors and markets for Reliance store and transferring that knowledge between strategic business unit and among key managers.

2.

Conducting primary market research for Reliance Smart Govindpuram to ensure that projects meet there objectives, are cost effective and avoid duplication of other work.

3.

To measure the no. of customers visiting Reliance Smart and their conversion ratio.

4.

To explore the catchment area of Reliance Smart, Govindpuram.

5.

To calculate the average amount of purchasing/day of the customers.

6.

To get the concept of retailing and other related terms in context with Reliance store.

7.

To understand the consumer response and their preferences.

8.

To understand the method of dissemination of information in the various management stratas of Reliance Smart.

9.

To anticipate prospective consumers for the store.

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RESEARCH METHORDOLOGY It is the specification of the methods and procedures used for acquiring the information needed. In short, it is the master plan for conducting the research study. It should be noted that a Research Methodology is unique to a Research Design.

It includes: ●

Research Type:

●

Sample Size:

●

Sampling Procedures:

●

Data Collection Techniques:

●

Time of Collection:

●

Limitations of Research:

1. RESEARCH TYPE As my project focused majorly on the Store Operations of Reliance store and not the customer taste and preferences so I took help of DESCRIPTIVE RESEARCH STUDIES. Descriptive Research involves the description of the characteristics of the variable, description of the extent of association between variables and it allows the researcher to infer about the variables. Like average sales, MOPR, Database Preparation.

Descriptive studies provides a sound basis for the solution of the problem; even though they do not explain the relationship among the variables.

I took the base of DESCRIPTIVE RESEARCH because I worked on the data provided by the store i.e. it was secondary data for a month and half I knew which parameters to work upon. Also I interviewed the customers and observed their buying behavior towards Store. As Descriptive research design are used when the researcher has a substantial data about the problem and of the

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variables that are to be measured. In this case I knew which all areas need to be covered up and analyzed thoroughly.

2. SAMPLE SIZE I gathered data of one month from the Reliance Store as the Sample Size. It included Total Footfall, Total Sales, Daily sales, Ticket size and Conversion Ratio. For the questionnaire filling I took a sample of 50 people daily as I interviewed those who visited the store regarding the Store Ambiance, Assortments of products and services provided

3. SAMPLING PROCEDURE For the purpose of determining population characteristics instead of enumerating entire population, the individual in the sample are only observed. Then the sample characteristics are utilized to approximately to determine the population. The type of Sampling Procedure which I have choosen is Convenience Sampling . Convenience sampling is a generic term that covers wide variety of Adhoc procedures for selecting respondents. Convenience Sampling means that the sampling units are Accessible, Convenient, easy to measure, co-operative and articulate. Considering the accessibility factor I selected Govindpuram area for the study . I interviewed the customers and analyzed the given data through my own convenience and expertise.

4. DATA COLLECTION TECHNIQUES The project’s data collection was through Primary and Secondary sources. Primary where I interviewed and observed the customers and also gave them questionnaires to fill for the purpose of Customer review.

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It was Secondary when I carried out the analysis part through the data given by the Store. The analysis part included: 1.

Observation Based Technique- Descriptive Analysis.

2.

Correlation Analysis.

3.

Regression Analysis.

4.

Testing of hypothesis.

The two type technique which were used are : Communication Based Technique: In this technique data was collected by asking a set of question and receiving a response. Two people are necessarily involved.Like –Questionnaire.

Observation Based Technique:In this technique data was collectedby studying the objects of interest like wise my object of interest were the customers and their buying pattern and what they perceive about the store. I observed them on a daily basis for apprx 30-35 mints.

Also customers were interviewed regarding the availability of products and services, layout of the store etc.(as mentioned in the questionnaire).

5. TIME OF COLLECTION Time of collection of my research study was 1.5 month of analysis the CSA work, MOPR and Feedback of the Customers. In one month time I was able to understand the trend of the Store and also how various store related activities like dumping, indenting, markdown, assortments of the products were done.

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6. EXECUTIVE SUMMARY/ DURATION OF TRAINNING

I was doing my summer internship in Reliance Smart: Signature Street Ghaziabad. Joining date: 7th June 2018(Thursday) Ending date: 18th July 2018(Wednesday) Duration: 6 weeks Reporting Head: Mr Devendra Shukla

7. WEEKLY REPORT

Week 1(7th June-13th June): Basic customer interaction, self observation and orientation Week 2(14th June- 20th June): Customer feedback taking, Self learning module training Week 3(21th June- 27th June): Basic store functions training (POP making, CSA file Making, Planogram buildups), Customer feedback and Self learning module training and flyer distribution Week 4(28th June- 4th July): Advanced store functions (budget categorising, Participation in Company Visit) and customer interaction and flyer distribution Week 5 (5th July- 11th July); Self learning module training, Customer database set up, Attending customers, Telecalling, Monthly Audit attending and flyer distribution Week 6 (12thJuly- 18th July); Data collection and Report submission

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DATA COLLECTION TECHNIQUES

1. COUSTOMER INTERACTION Types of Customers I encounter Existing Customers: the ones who you already know and are actively serving. New Customers: the ones who have not yet invested, but are extremely likely to do so . Past Customers: the ones who have discontinued doing business with you. Prospective Customers: these are your future customers.

Types of Customer Interactions I have done General Interactions: These are usual interactions with business through SMS and Phone calls Predictable Interactions: These interactions are predictable and can happen from time to time, thus making them easy to plan for in advance. Like a daily customer Unpredictable Interactions: These interactions, as the name implies, are unpredictable in nature and can't be planned in advance like a complaining customer comes to CSD for refund Unwanted Interactions: These interactions have the potential to damage a company's reputable, and thus, are unwanted. An interesting thing to note is that these customers here are highly engaged, so ignoring them is not an option like an abusive customer

Skills shown for Customer Interaction Management Empathetic with customers and sympathize with them. Page | 30

Don't focus on the negative, focus on the positive. Attentive, friendly and listen to what your customers are saying. Patient and calm.

2. CUSTOMER FEEDBACK Questions Taking Customer feedback on daily basis and entering the data in excel sheet, I used to ask following question from 50 customers daily. The conversation goes as following; 1. Hello, may i know your good name? 2. How many times you have been to our store? 3. Where do you reside here? 4. How do you get to know about our promotional offers? 5. How much on the scale of 1 to 5 would you rate our customer services, if say 5 is excellent and 1 is very bad? 6. And how about our product range? 7. and our pricing strategy? 8. May I have your number, just for feedback purposes? 9. Any additional remark which you want to add?

Conclusion 1. Check on promotional strategy 3. Check our feedback in regards of the stated parameters? Page | 31

4. Getting number for telecalling 5. Getting constructive feedback

3. SLF LEARNING MODULE Self Learning Module Training is a mandatory training for all full timers and part timers of the store, The Training consist of Quizzes that have questions regarding basic functioning of the store to get make them more specialised in their respective jobs. After fully completion of LMS accompanied with best performance on sales floor CSAs are provided promotions. My motive was to gain exquisite knowledge through LMS so I did about 60-70 quizzes daily. The employee Ids which i used were Deepak Kumar 60401843 Gaurav Bhatti 60402102 Ajeet Kumar 60403932 Shubham Jha 60403969 Santosh Kumar 60403970 Anuj Kumar 60404322 Prashant Kumar60413387 Mansha Kumari 60402391 Shankar Bhandari 60403212 Nitin Kumar 60403214 Priyanka Kumari 60418869 Devendar Shukla 50027178

Page | 32

Pooja 60417845 Nitin 60404059

STEPS INVOLVED: Step 1 Log in to rconnect.ril and enter the employee ID and password

Step 2 After entering the portal click on mandatory training

Step 3 Chose the topic of your interest and get started, Alt quiz ending a timer and accuracy level is shown, you only pass the test when you score above 90%

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4. STORE FUNCTION TRAINNING a) CSA flie Making All CSAs are assigned particular section and they have to maintain the record of all available products and check their POP Slips and promo offers. They also have to arrange the products according to the POG mentioned in file. I helped them to fill the file on daily basis also taking LIFO or FIFO in consideration.

b) POP Slip Making POP Slips are those slips on which communicate offers available on the product to the customer. In some sections like Fruits and Vegetables it had to be changed daily otherwies there is a monthly promo cycle for all other items. I learned how to make it and how to replace it

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c) POG Setup POG is predetermined plan to be followed in order to set up a particular bay, Beside setting up bay is also need to be refilled and should be dusted to be free from dust. I helped in setting up floor stacks. I observed that thge floor stacks are used for bulky products or those products that need promotion. End cap are the small shelf at the end of each bay used to display products with offers. I also observed that more popular and medium sized products are kept on eye level to attract customer attention.

5. CUSTOMER DATABASE SETUP After i collected all information through customer feedback, i prepared a excel sheet which will serve the purpose of a database of customers and further in telecalling. I observed that most complaints were about long billing lines and No SMS from the store regarding promotional offers. When I looked in locality mostly local residents come to store on daily basis, and we need Page | 35

to target more on other residential areas cross the city. When studding Source of information about promotional offers, I observed that there is a good footfall from first timers due to word of mouth. And our promotional strategy does seem to be weak because most of the customer said that they did not get to know about the offers prevailing in stores until the visit the store. There were about 240 entries.

6. TELECALLING On weekend of 7th- 8th July 2018 I took out all the contact no. from my customer database and tellecalled every customer to invite them to our store. I gathered all the information regarding prevailing promotional offers before calling for easy transmission of message, i used the telephone of CSD. “Hello Sir/ Ma’am, I am calling from Reliance Smart Govindpuram. I am pleased to inform you that our store has very interesting offers this weekend. There is Rs 90 off on Bicanno Namkeen, Rs 100 off on Taj Mahal Tea, There is Buy 1 get 1 on shampoos and various other products are available in 49 & 99 only categories Please visit our store, we’ll be happy to have you! Thank You” This is the message I conveyed to every customer. About 80% of them give a positive response and came to store, 20% either didn’t listen and hung up or didn’t pick up the call.

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7. FLYER DISTRIBUTION I was assigned a task to distribute flyers in Guar Homes Residence Society; Ghaziabad my target was to distribute one thousand flyers. I linked up with Mr Kuldeep who is official newspaper vendor in the society, they charged Rs 300 for single ply flyers and Rs 500 for double ply flyers and distribute them along with newspaper every weekend morning.

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DATA ANALYSIS OF STORE

1. MONTHLY SALES REPORT

Monthly report of Reliance Smart from 1st June 2018 to 30st June 2018

Page | 38

As we can observe the Net Sales for the mouth June 2018 is Rs 1.63 cr. Net sales is the income of store after GST and other taxes are deducted from Gross Sales i.e Rs 2.06 cr. The total tax was amounting Rs 42 lac. Number of token is Number of bills being generated i.e 26370 that make our Average Bill Value of Rs 621/- that is very low as compared to company’s expectation of Rs 800- 1000 of AVB. Now taking the categories we can see that staples contribute the most to sales with 20.51% as the store is located in residential area this buying behaviour is natural, while Smart Food and Fragrances contribute the least with only 0.1% & 0.4% respectively. We can also observe the inspire of having a good 13.92% in sales Personal Care products are highly taxed with Rs 22.8 lac. From the above information i can depict that store need to focus more on promoting sales of Fruits & Vegetables, Beverages, Snacks and Processed food as there is a growth potential there because the store is located in residential areas, localities can be more temped to but the good for daily use. The average income from the store to the company is about Rs 1425.43 as the Selling Area is 11500 sqt in this store.

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Current mounth’s sale uptill 14th july

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2. MONTHLY PROMOTIONAL CYCLE

Promotional offers on Hair Shampoo As we can see the promotional cycle starts at 27th June and will end on 24th July. There is a policy of company to provide at least a 5% discount on every product but these promotional offers are for selected products only. There we can see that there are different kind of offers on all products, but the most eye catching offer is BUY 1 GET 1 FREE on 450 ml of Head and Shoulders as well as Pantene, Considering the amount of sales offered by personal care is second highest i.e 13.92% There were categories like personal care, baby care, fem care, home care and toiletries

Then there was sub categories in each category like hair conditioner, hair shampoo, hair oil, hair colour, deo and oral care Page | 41

There we can select brand for which we want to see promotions for, there we about 40 options to choose from.

Once chosen a brand of your choice all offers and other details related to it would be displayed, this system can be useful for POP slip making/ SEL making.

Now we can see there are various promotional offers on variants of Pantene shampoos that are applicable from 27th June to 24th July only, on every 25th of the mount the promotional cycle ends and a new cycle start in a couple of days.

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3. MOPR Monthly Operations Performance Report (MOPR) was conducted in store on 11th July 2018, MOPR is a quarterly test conducted by third party to check weather a store is fit on the company’s parameter of hygiene, safety and operations. There were in total 122 Check points which have further description, if a store fails to meet any point then that point gets deducted from their dashboard. A MOPR dashboard is green above 90%, amber from 90-80% and red from below 80%, the main objective to conduct MOPR is to check the store’s position to the set standards of company, it affects the incentive of staff as well. There were 122 check points with main headings like Grooming, Staff Training, Till Operation, Support Office, Store opening, Store Finance, Security, Sales Floor, Receiving, Promotions, Product & Pricing, POP Slip, Merchandise Insurance, IT Equipment, Fire Safety, Employee Safety, Dump Audit, Customer Service Desk, Cleanliness, BOH Management, Asset Management. If a store fails to meet the set standard for any of these points that point is deducted from overall points.

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MOPR Checklist Categories & Sub- Categories

MOPR Column division

This MOPR Checklist was from Crown Interiors Mall, used as a reference list for Signature Street Store. As we can see that there were 106 points out of 122 points that were scored by the store, all the NA points are not counted while taking out the final percentage and that point is nuteralized after that, The store have 12 NAs i.e their final percentage was calculated out of 110 ponts out of which 4 points were deducted, that resulted in marking of the store’s MOPR Dashboard to be 96.36% that is a good condition and the rating for the store was given green.

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The store got only 4 red marks that were due to lack of self help on sales floor, fonding of open or used bottles, incorrect FIFO & LIFO and violation of Top-Top guidelines. The Not Applicable points on the store was bakery section, Frozen and chillers rooms, fire hydrant, DG maintenance, receiving process, reliance membership procedure, Parking area, Ewaste and closing and opening of store that reduced the checklist points to 110 from 122.

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4. STORE DASTBOARD ANALYSIS

Store Dashboard is like the result of the store, where it is given rating and percentage. This is the Dashboard of Reliance Smart Signature Street and here we can see that the dashboard is red and the score obtained by the store is 66.94%. Here we can see that there is a methodology for rating a store that changes with each measurement. There are 15 parameters of measurement namely Open checkouts, Sales to Budget, Profit to Budget, non F&V Shrink, non F&V Dump, F&V Shrink and Dump, PT

Page | 46

Associate %, PT Attrition, FT Attrition, Work Smart Certificate, MOPR, Mystery Shopping, Date check by SLP, R1 Ticket Participation, Item Scan per minute. There are only 4 Green points in the Dashboard i.e Always Open Checkouts, Non F&V Dump are in check in relation with the sales occurred only 0.10 percent can be dumped, FT Attrition is in check that means there is employee satisfaction and R1 ticket participation is performed by cashiers religiously. There is one Amber in dashboard i.e item scanned per minute which is 8 item per minute, there is a full scope of improve. We can see that there are two Not Applicable conditions in dash board as well that is MOPR and Mystery Shopping, MOPR was conducted on 11th of July and results are still not out yet, Mystery Shopping is a hidden audit where a third party person that is hired by company will shop in store as a regular customer and will check all the performances of store secretly, that is also not conducted yet. Now coming to red points we can see that there is 8 point that comes under this category that makes the Dashboard of the store to go down. The YTD Sales to the given target was not met that leads to being YTD Profit to the target given to be replenished as well. Date check at store by SLP was not done that deducted the marks, The WorkSmart Certificate has to been accumulated, PT Attrition is less that means part timers are unsatisfied here and switch repeatedly. Non F&V Shrink and F&V Shrink and dump are both making the Dashboard red which means that there is more the allowed dump and shrink being made in these sections. We can also observe that the final score of 66.94% is out of from 80% not from 100% because of two Not Applicable thus there is a lot scope of improvement after these two NAs are being added on.

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DATA ANALYSIS OF CUSTOMER DATABASE

1. PROMOTIONAL COMMUNICATION

No of People

Mthord of promotion Flyer Word Of Mouth Banner SMS Visit

22 16 4 27 169

Here we can seethe are 238 entiries in the customer database that i collected through my questionnaire and here we are discussing how customers get to know about the offers prevailing in the stores.

No of People Flyer

Word Of Mouth

Banner

9%

SMS

Visit

7% 2% 11%

71%

And we can see that a big amount of people still don’t know about hte offers prevailing in the store until they personally visit the store, which shows a lack of proper advertising communication. Page | 48

2. COMPLAINTS no of complaint

type of complaint No SMS Lack of Attendance Billing Time Home Delivery

6 8 9 1

Here we can see the numbers of complaining customer is 24 out 0f 238 which is a good sign as per consumer satisfaction rates that is only about 10% of customers are having problems in their buying experience.

no of complaint No SMS

Lack of Attendance

Billing Time

Home Delivery

4%

25% 38%

33%

But a repeated pattern is noticed i.e there are certain problems which are overlooked such as Lack of communication through SMS, Lack of attendance from CSAs and Along billing time.

3. CUSTOMER SERVICE Customer service rating

no. 3 4 5

Page | 49

11 45 182

Here we can see that according to questionnaire I asked customers about the customer service in the store, that includes CSAs behaviour, billing time, ambiance. As we can see most customers like the services provided by Reliance Smart store.

4. PRODUCT RANGE Product Range Review

No. 3 4 5

8 33 197

Here we can see according to the questionnaire I asked customers about the product range available in the store, though there are many satisfied customers but I encounter a lack of fresh fruits & vegetable in the store. Some common items in demand are chicken, strawberries and bakery.

5. PRICE RANGE Price Range

No. 3 4 5

7 40 191

Here I enquired customer about two things: 1. Was the price less than it’s competitive stores? 2. Was price good enough for their satisfaction? Although we can see a good response by customers, but many said BIG BAZZAR was offering way less price on same commodity .

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MOPR & SUMMARY

1. MOUNTHLY OPERATION PROTOCALL REPOERT: I performed my own MOPR and visited the store to inspect every trivial checklist point present in store, the report was as following. 1. A store will be evaluated of of 122 points. 2. For every No or Not Applicable one point will be deducted. 3. A store must operate at 90% of operational efficiency. 4. There are monthly reports to be made to check efficiency.

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S Type r of . Chec k N o . 1 Exteri or and Forec ourt

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What to Check

Is immediate Store surrounding, Store branding, Store entrance clean and free of litter?

Y es / N o/ N A Y

Das hbo ard Par ame ter

Im pac t On

Stak ehol der

Cust Hyg Stor ome iene e r Ops

How to Check

1. Visual Inspection for Cleanliness should commence from the time when the store is opened for Customers 2. Cleanliness to be checked from the RR pavement blocks onwards 3.Recent bills made of that day found lying on floor may be ignored. 4. check that the store signage board is clean, not broken & all lights are functional 5. Check that the Totem Pole (if available) is clean and in order and timings are properly displayed and Lights working 6. In case store signage board / Totem pole is broken, check that the call is logged or the same has been escalated to Support office 7. Plant(s) and lawns, Beautification (Such as fountain) if any, are maintained in order 8. Check the overall exterior appearance of the store 9. Garbage Bins not overflowing 10. Is site perimeter

Remark

free of all fire hazards such as accumulation of combustible material, waste cartons, scrap etc. 11. Rate the store "No" if any of the above is not followed

2

Custo mer Entry

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Are the security checks at customer entry points adequate?

N A

Exe cuti on

Sec urit y

SLP

check all customer entry points at basements & main entrance for following 1. Security team should have a functional Door Frame Metal Detector (DFMD) , Hand Held Metal Detector (HHMD), table for checking bags, zip locks for sealing bags and a small cabin to screen ladies 2. Check that DFMD and HHMD are in working condition, incase they are not working, check if store has logged a call or escalated issue. 3. Check above points, rate the store "No" if any of the above is not followed

3

Custo mer Entry

Is the Security associate well groomed, has correct customer orientation and performs his/her duty properly ?

Y

Peo ple

4

Custo mer Entry

Is Baggage counter clean, good for use and baggage tokens available ?

N

Cust Hyg Stor ome iene e r Ops

5

Exteri Are trolleys & or and Baskets clean? Forec ourt

Y

Cust Hyg Stor ome iene e r Ops

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Cus tom er Ser vice

Stor e Ops

1. Security associate in uniform, shoes, Beret, belt, haircut, shave, nail trimming 2. carries Job routine card (not applicable for Mumbai & Maharashtra stores) 3. Greets the customer with Namaste 4. Opens / closes store door for customer or Hands over the basket to customer (either of the two) when not engaged with checking of customer bills or any other duty 5. Checks the customer bills at exit 6. Says Thank you after stamping the bill 7. Helps customers with baggage in pigeon hole 1. No dirt is accumulated 2. Security Registers stored in pigeon hole. 3. Tokens used for Baggage counter are clean and not made from makeshift cardboard or plastic pieces. 4. Rate the store "No" if any of the above is not followed 1. Check baskets from bottom of the stack and trolleys at random, are they clean and free of dirt 2. Are unusable baskets and trollies removed 3. Rate the store "No"

Use of cardboard slips instedd of tokens

if more than 2 baskets / trolleys are found dirty 6

Sales Floor Clean liness & Ambi ence

Are all glass windows/ Doors clean & signs in good shape ?

Y

Cust Hyg Stor ome iene e r Ops

7

Custo mer Entry

Is the Air curtain functional and switched on at all time?

Y

Exe cuti on

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Hyg Stor iene e Ops

1. Are Windows clean ? 2. Are signs clean and not damaged ? 3. Check that the Automatic door opening/ closing mechanism (if available) is in working condition 4. Besides rating the store on cleanliness also rate the Store "No" if signage's / notifications (if any) pasted on the Front glass are not in order ( i.e. not aligned or torn etc.) 5. Check that tape-up guidelines are followed whenever a signage is pasted on the doors / windows using a tape, (i.e. check that the tape is folded and pasted on the backside of the signage in such a way that the tape is not visible from the front) 6. Rate the store "No" if any of the above is not followed 1. Is the Air curtain on ? 2. Can you feel air when you place your palm underneath the air curtain ? 3. If the Air curtain is non-functional / not available , check if store has logged call or

8

Sales Floor Clean liness & Ambi ence

Is music being played at the store ?

Y

Cust Cus ome tom r er Ser vice

Stor e Ops

9

Sales Floor Clean liness & Ambi ence

Is the AC functional in the store and maintains temperature of 27 degrees ?

Y

Cust Cus ome tom r er Ser vice

Stor e Ops

1 0

Custo mer Servic e Desk Opera tions

Are the following registers maintained at CSD? (a) Credit note register (b) Customer feedback / Complaint register

Y

Exe cuti on

Stor e Ops

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Stor e Ope rati ons

escalated same to Support Office. Rate store "Yes" incase call is logged / issue escalated 4.Rate store "No" if any of above is not followed 1. Is Music playing in the store ? 2. If the PA system is not functional, check if store has logged a call. Rate the store "Yes" if call has been logged for non-functional PA system 3. Rate the store "No" if any of above is not followed 1. Is cooling in the stores OK ? 2. If AC is not functional, check if store has logged a call. Rate Store "Yes" if call has been logged for non functional Air Conditioner 3. Rate the store "No" if any of the above is not followed Rate the store "No" if any of the mentioned registers in not maintained. Write the name of the register not maintained in remarks

1 1

Custo mer Intera ction Show That You Care

Are all Y customer complaints mentioned in register and received at call centre are being regularly addressed by SM or CM?

Cust Cus ome tom r er Ser vice

Stor e Ops

1 2

Till Opera tions/ Billin g

Is the POS well managed?

Exe cuti on

Stor e Ops

Page | 57

Y

Cus tom er Ser vice

1. Check Customer Feedback Register is available 2. Check that the updated Mobile numbers of SM, CM & ZBM are available on the first page of customer complaint register 3. Have all the complaints been actioned ? 4. Check status of pending customer complaints from the "Pending customer complaints report" sent daily by support office 5. Verify that for every complaint, SM / ASM has mentioned resolution and signed in register 6. Rate the store "No" if any of the above guidelines are not followed 1. Check that all tills are sequentially numbered, and signage is visible 2. Open/ Closed till has appropriate signage. 3. All equipment's at the POS such as POS touch screen, scanner plate , flat bed scanner , Online EFT, handheld scanner , EDC machines, printer are clean & in working condition & no dust / dirt is accumulated 4. In case of non working equipment,

1 3

Store Finan ce

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Do all the operating tills show an opening float cash balance of Rs. 1,500 ?

Y

Sale s

Cus tom er Ser vice

Stor e Ops

rate the store "Yes" if the call has been logged by the store 5. Paper rolls are available in EDC machines & Printer 6. All types of carry bags available at the POS 7. Customer display is working & pointing towards customer so that the customer can see billing amount properly 8. Check that the cash till mechanism is working (i.e. Cash till is opening automatically during the transaction & cashier is not manually opening the cash till with Keys) 9. No unwanted materials are kept at POS (except for free SKUs ,Child SKUs and SKUs kept as a part of few Rupees more program) 10. Check that laminated cashier card is displayed at cash till for Cashiers 11. Check above points at all POS, rate the store "NO" if any of the above points is not followed 1. X-read report should show add loan amount. 2. Check that all denominations available 3. Is Cash Till free

1 4

Till Opera tions/ Billin g

1 5

Till Opera tions/ Billin g

1 6

Store Finan ce

Page | 59

Does the N cashier ask the customer for loyalty card at the start of the billing transaction? Does the Y cashier greet the customer at the start of the transaction and say "thank you" after handing over the bill and/or balance cash?

Peo ple

Cus tom er Ser vice

Stor e Ops

Peo ple

Cus tom er Ser vice

Stor e Ops

Staff knows Y how to identify fake notes?

Peo ple

Stor e Ope rati ons

Stor e Ops

from any candies kept inside 4. Rate the store "No" if any of the above is not followed At random observe 5 transactions and check if the cashier is asking customer for Loyalty card before start of billing At random observe 5 transactions & verify below points: 1. Cashier Greets the customer at the start of transactions 2. Cashier announces cash while receiving and returning change 3. Cashier handles customer queries and complaints at the POS 4. Cashier has to highlight (circling) the savings on the bill 5. Rate the store if any of the above point are not followed 1.Interview 02 cashiers and verify their knowledge on detecting fake notes using security features available in currency notes 2. Rate the store "No" if any one of the two interviewed cashiers are not aware about security features in currency notes

No asking for loyality card or points

1 7

Till Opera tions/ Billin g

Confirm that cashier scheduling is done in a manner such that no. of POS kept open for customers are as per guidelines based on Yellow & Green highlighted time intervals

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

1 8

Till Opera tions/ Billin g

Staff knows how to use POS system for various Transactions ?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1 9

Till Opera tions/ Billin g

Confirm that the SKUs kept on POS for Sales as part of "few rupees more programme" are as per guidelines

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

Page | 60

1. Refer to the communication issued by Support Office on achieving faster checkout by cashier scheduling during peak time intervals 2. Ensure that POS kept operational are in such a manner that: i. “Green” highlighted time intervals have 75% of their POS operational during this time ii. “Yellow” highlighted time intervals have all POS Operational during this time Observe 5 transactions at the POS / Interview 2 cashiers to verify below points: 1. Staff knows how to use POS for various tenders such as Cash, Credit Card, Meal Vouchers, Gift Vouchers, Cheque, Credit Note. 2.Staff is aware about bagging standards, and the same are followed 3. Staff know how load money in the Reliance One Card Check that the SKUs are kept on POS as per guidelines of" Few Rupees More Programme" issued by support office

issued by Support Office 2 0

Staff - Is the staff Moral available as e per the latest staffing matrix?

Y

Peo ple

Stor e Ope rati ons

Stor e Ops

2 1

Unifo rm and Groo ming Stand ards

Are all staff groomed, wearing prescribed uniform & carrying ID card ?

Y

Peo ple

Cus tom er Ser vice

Stor e Ops

2 2

Store Famil iarity, Job Famil iarity and Produ ct Know ledge Store Famil iarity, Job Famil iarity and

Staff Knows Y what she/ he is supposed to be doing at this time of the day

Peo ple

Stor e Ope rati ons

Stor e Ops

All Staff knows store areas and customer amenities in the store: for e.g. Billing

Peo ple

Cus tom er Ser vice

Stor e Ops

2 3

Page | 61

Y

1. Carry latest copy of Staffing Matrix provided by Zonal HR 2. Is the store staffed per matrix 3. Has the headcount gap been submitted to Support Office 1. Well groomed & tidy hair 2. Nails are trimmed 3. Uniform is of prescribed standard, neat & tidy 4. Staff have displayed ID cards 5. If store Staff does not have ID card/ Uniform, verify if staff has applied for it 6. No chewing of Pan or tobacco 7. Rate the store "No" if any of the above points is not followed Interview 2 CSAs & verify with their daily routine

Interview 2 CSAs

Produ ct Know ledge

2 4

2 5

2 6

Counter, CSD, Bag Drop Counter, Particular Department, Drinking Water, Toilets, Seats,etc. Depar Staff is aware N tment about sales A Specif process of Jio ic SIM & Jio Qualit recharge plans. y C&A Comp depositing Jio liance Sales cash -Jio along with Retalix sales cash. Sales Are the Walls, Y Floor ceilings & Floors of sales Clean area, BOH liness clean? & Ambi ence Sales Aisles/passage Y Floor clear for movement Clean without liness blockage & (products, Ambi MHEs, MHUs, ence fixture components, packaging materials, consumables)

Page | 62

Sale s

Stor e Ope rati ons

Stor e Ops

Interview identified eKYC associates and C&A

Cust Hyg Stor ome iene e r Ops

Check if walls & floors are clean, No seepage or dirt marks or cobwebs

Exe cuti on

1. Visual Inspection 2. Are customers able to shop in aisle when associates are stocking ?

Cus tom er Ser vice

Stor e Ops

2 7

Sales Floor Clean liness & Ambi ence

Page | 63

Are all products, display fixtures clean and are all Wall Racks bolted to the walls?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

1. Randomly check 4 bays each of staples, non food, beverages, personal care, Home categories for cleanliness. Rate the store "NO" even if one product is not clean 2. Check that gift articles in display are not damaged 3. Check all toys are in saleable condition i.e. No damaged air lock of inflatable toys , Toy Keys available with the toy and no discoloured .dirty toys 4. Check 5 fixtures each (or as available ) from Bays, End caps, Power wings, Promo bins, clip strips, floor stacks for cleanliness. Rate the store "No" even if 1 out of 5 fixtures is not clean 5. Products and Fixtures must be clean, free from dust, free from spillage , free from Stains, free from cobwebs and in good condition 6. Check that the Wall Racks are bolted to the walls 7. Rate the store "No" if any of the above points are not followed

2 8

Statut ory Comp liance s

Are FSSAI rules being followed

Y

Cust Cus ome tom r er Ser vice

Stor e Ops

2 9

Sales Floor Clean liness & Ambi ence

Are F&V loungers, shelves and crates clean ?

N

Cust Cus ome tom r er Ser vice

Stor e Ops

Page | 64

1. Check that all the declarations on the label are clear and legible. 2. All Labels are intact and there are no multiple labels on the product 3. Following information is clearly visible on the product: a. Manufactured / packed on Date b. Best Before / Use by / Expiry Date c. MRP: Rs_ _ _ (Inclusive of all Taxes) d. Nutritional Information e. List of Ingredients f. Date of Import: (for Imported products) 1. Check 5 F&V loungers and 15 F&V black crates for cleanliness. Rate the Store "No" even if 1 out of 5 loungers or 2 out of 15 crates are found not clean 2. No accumulated dirt or deposits 3. Check that there are no breakages 4. Confirm that weekly deep cleaning of F&V loungers & shelves are carried out 5. Lower floor of F&V shelves /crates to be removed and checked for cleanliness 6. Rate the store "No" if any of the above is not followed

Dirty crates found

3 0

Sales Floor Clean liness & Ambi ence

Is alive at 5 programme being followed?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

3 1

Sales Floor Clean liness & Ambi ence

Is Weekly & Daily Shelf Help process followed ?

N

Cust Stor ome e r Ope rati ons

Stor e Ops

3 2

Sales Floor Clean liness & Ambi ence

Is the glue pad / Fly catcher clean & free from flies & insect?

Y

Cust Hyg Stor ome iene e r Ops

Page | 65

1.Check that entire F&V department is 100% reset at 5pm as it was at 7am 2. Black crates are cleaned , F & V are misted, culled, and rotten/fungus infested/spoiled F&V products are removed & dumped 1. Check that Shelf Not proper Help Bay Slips are Self Help Bay pasted on top left-hand Slips corner of each bay 2. Each Shelf Help Bay Slip is updated with Bay ID, Bay Owner, Shelf Help Day, Next Shelf Help, No. of Promotions 3. Refer to bay-by-bay shelf help checklist & verify that: a. Shelf help for 100% of the fixtures on sales floor, including chillers & Freezers is carried out every week between Monday to Friday. b. Shelf help for Open Chiller & fixtures of eggs, bread, loose staples & marked down is carried out daily Check all in store and should not be cluttered with flies & insects

3 3

Sales Floor Clean liness & Ambi ence

Is store free from rodent or any other pest ?

Y

Cust Hyg Stor ome iene e r Ops

3 4

Statut ory Comp liance s

Confirm that all food products displayed in the store are in saleable condition

N

Exe cuti on

Page | 66

Cus tom er Ser vice

Stor e Ops

1. Store / Cupboards / Lockers is free from pest like rodents, lizards, cockroaches, flies etc. 2. Physical verification, rodent smell, left overs of rodent eaten / visual check of rodent damage 3. Remove three tetra pack of juice from lower most shelve and check for leakage to know the rat menace problems 4. Check in F&V section & BOH for damaged merchandise by rats 5. If there is a rodent issue in store, check if the store has logged a call or escalated the issue to support office 6. Is pest control effective 7. Check that the pest control schedule is followed by Pest control agency Check as per below guidelines: 1. Randomly inspect 15 food products displayed in store for Fungus or contamination on preliminary verification of the product, or are rotten or expired, damaged, or infested (bug ridden) 2. Confirm that "Products off the shelf" as highlighted by

Flyes are found in F&V and on loose sugar

3 5

Produ ct and Pricin g compl iance

Confirm that there are NO Opened, used products (e.g. creams, tubes, bottles, lotions, etc.)?

N

Exe cuti on

Cus tom er Ser vice

Stor e Ops

3 6

Produ ct and Pricin g compl iance

Is FIFO / N FEFO / date code check process followed correctly on the sales floor?

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Page | 67

Support office communications are not displayed in store 3. Confirm no insect/s (living/dead) are noticed in the bin of loose staple products (such as sugar, rice, wheat, Dal etc.) 4. Near expiry products are removed and kept in markdown area as per markdown policy and with clear customer communication 5. Food and Non food Products are displayed separately 6. Rate the store "No" if any of the above points is not found 1. Visual Inspection 2. Check packaged products / butter/cheese for torn packing 3. Check Deo bottles for missing caps 4. Check testers are available for deo / fragrances 5. Rate "NO" any of the above points is found 1. Randomly pick 10 SKUs 2. Check that older products are kept in the front facing & new ones are at the back 3. Check that no Expired article found on shelf 4. Check that 100% date rotation of all products in Chiller &

Doe bottels found without cap

Expiry iteam found in dairy

3 7

Produ ct and Pricin g compl iance

Do all SEL's reflect correct price and description of the product?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

3 8

Planogram compl iance

Is regular shelf replenishment done?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

3 9

Planogram compl iance

Are Top-Top guidelines being followed?

Y

Exe cuti on

Saf ety

Stor e Ops

Page | 68

Freezers, eggs, bread, loose staples & marked down products is done daily. 5. Rate the store "No" even if FIFO/ FEFO is not followed in 1 out of 5 selected SKUS 1. Check that SELs are displayed only in Staples & BWS categories 2. Check that standard 2% & 10% discount strip is displayed in all data strips 1. Inspect 5 out-ofstock items 2. Check system stock 3. Check BOH and Top-top 4. Rate the store "No" even if one item is found somewhere else 1. View all Top Top to ensure that they are balanced side to side 2. Products of pack size greater than 1 kg / 1 Litre, are not allowed on top-top. 3. Stock on top top section should not be beyond 1 foot in height 4. Every product on top-top should have at least one facing & should not lie hidden behind another product 5. Top-top stock must be in compliance with FIFO / FEFO 6. Rate the store "No" if any of above points is not found

4 0

POP and Signa ge compl iance

Are all promotional POPs printed as per Support office communicatio n and displayed ?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

1. Check the Support Office communication for current promo cycle & verify that the POPs are printed and displayed as per support office communication 2. Verify that none of the POP fixtures on sales floor are broken 3. Confirm that there are no unauthorized ( i.e. locally made ) signages in the store. Rate the Store "NO" even if one locally made / expired signage is available in the store 4. All expired promotional signages / POPs are removed 5. If printing locally then use prescribed font and size 6. Check all above points, rate the store "No" if any of the above point is not found

4 1

POP and Signa ge compl iance

Are all Price and Promo communicatio ns as per POS guidelines?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. POP fixtures for floor stacks & Promotion bin are at eye level ( 4.5 feet) 2. Standee with telescopic stand with A4 jacket is placed exactly in centre of the bin 3. SEL, wherever applicable, (1) is in place for the product (2) is left-aligned (3) is in good condition (4) is readable (visual inspection of 10

Page | 69

4 2

Planogram compl iance

Page | 70

Has the latest Planogram been implemented at the store?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

SKUs). 4. POPs are aligned in the centre of the product 5. Affix cello tape on back side of Shelf talker and paste on data strip 6. Shelf talker is placed in the center of the product 7. POP received from support office, is placed inside the shelf talker 8. F&V have price communication written on slates with a neat and clear handwriting which is readable. Loose staples have price communication by using A4 acrylic telescopic stand. 9. Rate the store "No" if any of the above points is not found Randomly Inspect 4 Bays: 1. Print Block POG of bays 2. Minimum 3 shelves in a bay to be checked 3. Articles which are deleted from Block POG can continue to be on shelf till the stock of such article is available in store 4. Rate "NO" even if one case of noncompliance to Block POG is observed

4 3

Produ ct and Pricin g compl iance

4 4

Produ ct and Pricin g compl iance

4 5

Prom otions

Page | 71

Are the clearance stocks (NIP) displayed on sales floor as per support office communicatio n? Are all SKUs getting scanned at POS ?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Verify from NIP report circulated by Support office as & when 2. Check randomly 10 articles to ensure they are displayed and have sign

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

Are all promotions reflecting in the system / POS ?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

1. Randomly check 5 SKUs from Food and 5 SKUs from Non-food FMCG & GM 2. If any of the SKUs are not getting scanned at POS, check if the store has logged a call. Rate the store "Yes" if all scanned OR if it does not scan, but call has been logged or issue has been escalated, else rate as "No" 1. Select 5 products from end cap 2. Check on training mode whether promos are firing correctly 3. If promos are not firing correctly, check if store has logged a call. Rate the store "Yes" in case call has been logged else rate as "No" 4. Check that the product for which promo is not firing in the system, have been removed for display 5. Rate the store "No" if any of the above points are not followed

4 6

Prom otions

Are the store staff aware about promos in operation and are aware about product features

Y

Peo ple

Cus tom er Ser vice

Stor e Ops

4 7

Prom otions

Do bundled promotional SKUs received from DC have Child SKUs available ?

Y

Cust Cus ome tom r er Ser vice

Stor e Ops

4 8

Prom otions

Whether after the end of promotions all SKUs have changed RR Price at the POS?

Y

Exe cuti on

Stor e Ops

Page | 72

Stor e Ope rati ons

1. Take list of Top 5 promos from SM on reaching the store 2. Query two staff for their awareness on promos 3. Questions on promo should be asked to respective CSAs for their departments only 4. Check that the latest advertisement leaflet / catalogue is available with SM and CSAs 5. Rate the store "No" if any of the above is not found 1. Check physical stock of 3 such SKUs which are in promo plan 2. In case child SKUs are not available at stores, verify if the store has logged a call or escalated the issue to Support office 3. Rate the store "Yes" if the call has been logged, else rate as "No" 1. Carry promo cycle communication of support office for previous and current cycle 2. Randomly pick 5 SKUs which are not part of current promo cycle, but were in previous promo cycle. 3. check In training mode for the promo discontinuation at the POS , POPs removed & SEL (wherever applicable) is correct

4 9

FM Equip ment

Are chillers, freezers functioning properly?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

5 0

IT Equip ment

Does the store have 100 kg weighing scale and it is in working condition?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Page | 73

4. In case price is not changed in system after promo is over, check that store has logged a call or escalated the Issue. Rate the store "Yes "if call has been logged else rate as "No" 5. Rate the store "No" if any of the above is not found 1. Check for equipment functionality. In case of non-working equipment's check if the store has logged a call. Rate the store "Yes" if call has been logged else rate as "No" 2. Check that the chillers and freezers are set at desired temperature :- for Chiller +4 to +8 degree C & for Freezer is -18 to -21 degree C 3. Check that there is no foul smell in chillers and freezers 4. If chiller / freezer not in use ensure it is unplugged 5. Rate the store "No" if any of the above is not followed 1. Check for availability of 100 Kg weighing scale, if 100kg weighing scale is not available, check if the store has escalated the issue to support office. Rate the store "Yes" if issue is

5 1

IT Equip ment

Page | 74

Are all weighing scales at mettler / POS in working condition?

Y

Cust Cus ome tom r er Ser vice

Stor e Ops

escalated else rate it as "No" 2. Check that the 100 Kg weighing scale is in working condition. 3. If the weighing scale is not in working condition, check if the store has logged a call. Rate the store "Yes" if the call for nonfunctional 100 kg has been logged by store else rate as "No" 4. Rate the store "No" if any of the above is not found 1. All weighing scales are in working condition 2. All weighing scales are calibrated on daily basis and records maintained in balance calibration register 3. Seal for each Weighing Scale is intact and not broken 4. Stamping Plate is available for every Weighing Scale 5. All weighing scales have valid COV (certificate of verification ) present in the file 6. All Weighing Scales in the Store have valid COV present in the file [Certification of Verification] 7. Serial number of the Weighing Scale mentioned in the COV is exactly same as the serial number available

5 2

IT Equip ment

Check that all Labels being printed from Mettlers/ Essae does not have any date on it

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

5 3

Depar tment Specif ic Qualit y Comp liance Loose Staple s

Is the Loose Staples Section Well Managed ?

N

Exe cuti on

Cus tom er Ser vice

Stor e Ops

Page | 75

on the Weighing Scale 8. Check if the store has logged a call for any of the above noncompliances. If the call has been logged or issue highlighted to Support office , rate the store "Yes" else rate it as "No" 9. Check all the above points at all weighing scales in the store, rate the store "No" if any of the above is not followed 1. Print a label from each Mettler / Essae machine as a sample 2. Check that the label being printed does not contain any date on it 3. If the date is being printed then check whether the store has logged the call with the IT team. Ensure that the scale is removed from FOH 4. Rate the store "No" in case any of the above points is not followed 1.Confirm no insect/s (living/dead) are noticed in the bin of loose staple products (such as sugar, rice, wheat, Dal etc.) 2. Sampling bowls / urns clean 3. No Spilt grains on the floor 4. Replenishment of contents of Sampling Bowls / Urns being

Flyes are found in F&V and on loose sugar

5 4

Baker y

Page | 76

Is the Bakery N section follows A prescribed cleanliness & hygiene processes and standards?

Exe cuti on

Hyg Stor iene e Ops

recorded 5. Staff knows how to operate weighing scale and generate barcode label 6.Randomly check price of 5 SKus on weighing scale to check that Weighing Scale is updated with all articles currently sold at the store. 7. Rate the store "No" if any of the above points are not followed 1. All Cooks and helpers in the bakery are as per prescribed dress 2. All staff wearing cap and Hand gloves while handling food 3. Check that the Kitchen, Utensils, & all the Production equipment's are clean 4. check Personal Hygiene standards All nails trim properly, short hair, clean hands, No eating , spitting , nose cleaning or use of tobacco in any form or chewing betel leaves 5. Soap & / or Soap Dispensers are available to wash hands after touching dirty surface, products, items etc. 6. All bakery products have "Best Before Date" mentioned on all packages 7. Confirm that there are no Expired articles

found in display 8. Oil is not repeatedly used more than 3 times for deep frying 9. Rate the store "No" incase any of the above points are not followed

5 5

Baker y

Page | 77

Is the Bakery N section follows A prescribed processes

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Check whether 100% Micro check is being done for DSD receipt & weight is measured against each receipt. 2..Check all DSD– GRN are recorded in SAP as per receipt. 3. All Inter Store Transfer entries are completed as per register ( MART to Bakery & Hub & SPOKE to fresh if applicable) 4. Check Store records for daily usage of Raw Material for Bakery 5. Check if the Production Tracker is duly verified by Production In charges . 6.. Production Entries & Excise entries are done in SAP till previous day's production in Bakery. 7. All Dump Recorded for Bakery Raw Material at EOD. 8. All Dump Recorded for Bakery Finished

5 6

Chille r/ Froze n Room

Is the Chiller / Frozen room well managed ?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

5 7

Conv ex Mirro rs

Confirm that the Convex mirrors (where installed) are not obstructed by placement of products in front of it?

N A

Exe cuti on

Sec urit y

Stor e Ops

Page | 78

SKU at EOD. 9.Check randomly on Actual Weight vs. Production pack size for Bakery. 10. Are finished products testing reports and Water POTABILITY test certificates available for inspection 11. Are toppings/creams are kept in glass/food grade containers at desired temp. with proper lid 12.Rate the store "No" in case any of the above points are not followed 13. Rate the store "NA" in case bakery is not available at store 1. Temperature at F&V chiller , Dairy chiller and Frozen room is correctly maintained 2. Confirm, No leafy vegetables are stored in chiller room 3. Confirm that No Non-veg material is stored in frozen room 4. Confirm that there is no foul smell in the chiller / frozen room Check

5 8

Fire Are fire exits Safety clearly marked, easily identifiable and free from obstruction?

Page | 79

Y

Exe cuti on

Saf ety

Stor e Ops

1. Check that the Fire Exit are marked and are clearly visible & unobstructed 2. Emergency escape route i.e. area leading from fire exit door towards the assembly point is free from obstruction 3. Check that 1 meter area in front of fire exit doors and electrical panel is highlighted with florescent strips 4. Check that no stock is kept within the highlighted area. 5. Are all pipelines like LPG, hot water, fire hydrant, raw water, drinking water identified with different colour coding 6.Check that manual call points are easily accessible and not obstructed by placement of products 7.Check that No material is kept on inverter or batteries which may be a fire safety hazard 8. Is there a clear demarcated storage place for LPG cylinders with proper ventilation, warning signage like 'No smoking','LPG Bank' with restricted / controlled access and Are LPG pipelines painted to protect it from rusting.

9. Are LPG pipelines (fixed and flexible tube) inspected once in three months for any cut, wear & tear, leakages etc. 10. Is appropriate staircase / non slippery slopes are provided along the exit route for safe evacuation 11. Store Entry / Exit Gates are also fire exit gates and must be kept free from any obstruction. 12. Rate the store "No" if compliance to any of the above point is not found 5 9

Fire Are fire Safety extinguishers available & in working condition?

Page | 80

N

Exe cuti on

Saf ety

Stor e Ops

1. Check that fire extinguishers are available in the store 2. Check that the fire extinguishers are wall mounted at a height of 750 MM from the floor or trolley mounted 3. Check that all the fire extinguishers are reachable and not obstructed 4. check the arming key pad for any faults shown in the system. 5. Is the fire alarm audible in the entire premise including the remote / enclosed areas of the sites such as managers cabin etc. Test the alarm for auditability with help from site SLP team 6. Check that the fire extinguishers have a

Fire Extingushers are kept on ground

valid refilling / next inspection date. i.e. the refilling / re inspection date must be a future date as compared to the date of Audit

6 0

Fire Is the fire Safety hydrant provided and working?

N A

Exe cuti on

Saf ety

Stor e Ops

6 1

Fire Are the Safety telephone numbers of emergency services clearly displayed?

N

Exe cuti on

Saf ety

Stor e Ops

Page | 81

1. Test fire hydrant to confirm its working. Incase fire hydrant is non-functional , check if the store has logged a call or escalated the issue. Rate "Yes" in case call is logged / issue escalated else rate as "No". 2. Rate NA if Fire Hydrant is not provided. Check No display found

6 2

Fire Are there Y Safety regular fire evacuation briefings/practi ces and record maintained?

Page | 82

Exe cuti on

Saf ety

SLP

1. Does the site have a copy of valid Fire NOC 2. Check for records maintained in security register 3. Is site specific Evacuation Plan displayed onsite citing location of fire extinguishers, manual call points, emergency exit(s), assembly area with a "You are here" mark 4. Is the fire alarm system maintained under AMC and periodic service records are available for inspection 5. Confirm that fire incharges have been nominated and trained 6.Check whether all CSA are trained on usage of fire extinguishers / Are Manual Call Points, Break Glass Units, Panic Buttons and Fire Alarm panels are free from obstruction, easily accessible & staff are trained on how to operate in case of an emergency. 7. Interview 2 staff members to check whether they are aware about the location of assembly point 8. Are the contents of Fire hose box intact and easily accessible (check for availability of hammer, keys for

hose box, hose reel, Nozzle etc.) 9. Does the site practice evacuation mock drill at least once in 3 months and records the observation (time taken to evacuate, no. of staff evacuated, challenges etc.) in the register 10. Rate the store "No" if any of the above is not found

6 3

First AID

Page | 83

Are first aid kits fully stocked & readily available?

Y

Exe cuti on

Saf ety

Stor e Ops

1. Check the First Aid kit / Box is available and all staff are aware about the location of First Aid Kit / Box 2. First Aid box contains the medicines only as per the standard list circulated by Support Office 3. All contents of first aid box are valid and are not expired 4. A register is maintained to record the consumption of medicines 5. Are there nominated and trained first Aiders available in each shift. Does the first aiders have a first aid treatment certificate recognised by state govt. 6. Rate the store "NO" if any of the above is

not followed

6 4

Empl oyee Safety Shelf Stocki ng & Stock rooms

Are employee safety processes followed during stacking products ?

Y

Peo ple

Saf ety

6 5

BOH Mana geme nt

Is store BOH clean ?

Y

Exe cuti on

Hyg Stor iene e Ops

Page | 84

Stor e Ops

1. Carts used to move heavy items 2. Carts or pallet jacks used to keep lifts at waist height 3. Gloves used for handling cold items 4. Ladders are used for replenishing the products at height 5. Check above points and rate the store "No" if any of the above is not followed 1. Floor free from dirt & litter, sinks clean, clean crockery 2. Clean BOH PC, HHT, Printer, Server, Safe 3. No IT Scrap or EPC Scrap material lying in the store. If Scrap material is lying check if store has highlighted the issue to support office. Rate "Yes" if issue is highlighted else rate "No" 4. Garbage is being cleared on daily basis 5. Check that all stocks in BOH are in packed boxes and no loose pieces lying around 6. Rate store "No" if any of the above

guidelines is not followed

6 6

Statut ory Comp liance s

Whether Damages, Expiry and off the shelf products are kept segregated and labelled in the back room?

Y

Exe cuti on

Cus tom er Ser vice

Stor e Ops

6 7

BOH Mana geme nt

N

Exe cuti on

Stor e Ope rati ons

Stor e Ops

6 8

BOH Mana geme nt

Are all staff lockers clean, well maintained & free from any store material? Is the SM room clean?

Y

Exe cuti on

Hyg Stor iene e Ops

Page | 85

1. Are the expired/ damaged/ infested/ fungus infected products stored in BOH and kept in designated crates / fixtures clearly labelled as “Not for Sale” for subsequent dump 2. check that such crates/ bins meant for putting “dump” products are kept only in BOH and not on the sales floor 3. Rate the store "No" in case any of the above guidelines is not followed Check Not properly maintained

1. SM room should be clean & free from any material stock 2. All files/documents in Back Office arranged properly 3. No cash or documents should be left on table 4. Rate the store "No" if any of the above is not found

6 9

7 0

BOH Mana geme nt Statut ory Comp liance s

Page | 86

Is SM / ASM daily routine pasted on the door of SM's cabin Does the store maintain Licenses, Abstracts , Permissions are per regulatory guidelines?

N

Exe cuti on

Y

Exe cuti on

Stor e Ope rati ons Stor e Ope rati ons

Stor e Ops

Stor e Ops

SM/ASM Daily Routine poster to be fixed on SM’s Cabin door from outside (Visible for store view 1. Grey colour L.A.P. file is present in the store with SM 2. Grey L.A.P. file contains all licenses, Abstracts and Permissions according to the Checklist in the License File 3. All licenses in the Grey L.A.P File valid (not expired) 4. All expired licenses marked as “Applied for renewal” 5. Licenses required to be displayed as per the checklist in grey file are on display. 6. Licenses on display are valid (not expired) 7. Abstracts displayed separately on Notice Board 8. SM knows the name if PFA nominee of the store 9. Rate the store "No" if any of the above guidelines are not followed

Not found

7 1

Statut ory Comp liance s

Check that Medical Fitness Certificate is available for all food handlers in the store

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

7 2

IT Are the Equip equipment's ment's such as Computers , Printers , Servers, UPS , HHTs functioning properly?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Page | 87

1. Valid Medical Fitness certificate for all CSAs handling Food must be available in store 2. Food handlers include all CSAs who are dealing with F&V, Loose Staples, Live Bakery 3. Medical Fitness Certificate must be Valid. i.e. not date expired 4. In case Medical fitness certificate is not available in store or if the certificate is not valid, check if the store has raised the issue to support office 5. Rate the store "NO" in case medical certificate is not available / not valid however, rate the store "Yes" in case the issue is highlighted to support office 1. Check all devices such as servers, computers, Printers, Scanners , HHTs etc. are functioning properly 2. For computers check all devices such as Keyboard, Mouse , Monitor are functioning properly 3. For any nonfunctional equipment , check if the store has logged a call, in case call has been logged for non-functional

equipment, rate the store as "Yes" else rate as "No" 4. Rate the store "No" if any of the above is not found 7 3

7 4

7 5

7 6

Suppo rt Office Com munic ation Comp liance Key Mana geme nt Proce ss Comp liance

Whether Store has performed the task communicated by the support office?

Key Mana geme nt Proce ss Comp liance Key Mana geme nt Proce ss Comp liance

Page | 88

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Is the cash safe Y being operated through lock & digital code?

Sale s

Stor e Ope rati ons

Stor e Ops

Is Key register being maintained?

N

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Is the safe key Y handled by SM / ASM & C&A only?

Sale s

Stor e Ope rati ons

Stor e Ops

1. Check the Mail records of the store for last 2 days support office communication 2. Check that the task in the mail (if any) has been completed as per the details in the mail 1. Check both code & lock are functional. If non-functional, check if the call has been logged. Rate the store "Yes" if call has been logged, else rate it as "No" 2. In case of No dual mode than rate as per existing safe available. Check

1. Verbal interaction with SM/ ASM / C&A 2. Check that 3 sets of Key are available for the store

Register not maintained

7 7

7 8

Acces s Violat ions in Cash / Mana gers room Store Finan ce

Page | 89

Are the Access N cards of A authorized persons mapped to the Cash / Manager room?

Peo ple

Stor e Ope rati ons

SLP

Check individual staff cards at managers cabin SRT to verify that only SM, ASM & C&As cards are working at Managers cabin SRT

Is the Cash & Banking Processes followed correctly ?

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Check that Cashier declaration (i.e. cashier wise reconciliation of all tenders done by the cashier) for the previous day is completed 2. PIS is generated for the cash collections for previous day is generated 3. CMS representatives entry / exit are recorded in visitor register and frisking is done 4. ID card of CMS representative is verified against the list provided by CMS. 5. Scratch card number matching from Part 'A' brought by CMS person with Part 'B', available at cash office is done before handing over the cash to CMS representative 6. Cash bag of CMS representative is sealed after the cash is kept in cash bag 7. Acknowledgement of CMS representative is obtained on PIS copy (Sign with Stamp) 8. PIS is posting is

Y

done in the system

7 9

Store Finan ce

Does the CMS Y collect cash on daily basis and coupons are collected by authorised agencies as per redemption schedule ?

Exe cuti on

Stor e Ope rati ons

Stor e Ops

8 0

Store Finan ce

Is C & A Y having record of past three months of Cashier Movement Summary from Retalix and Manual Cashier declaration ?

Sale s

Stor e Ope rati ons

Stor e Ops

Page | 90

1. verify with security register & C&A records 2. If CMS does not collect cash on daily basis, has the store highlighted the same to support office. Rate the store "yes" if issue is highlighted else rate as "No" 3.Check that the Sodexo and accor coupons are collected by the authorised agency as per the redemption schedule 4. Rate the store "No" if any of the above is not found Check

8 1

Store Finan ce

8 2

Store Finan ce

8 3

Store Finan ce

8 4

Store Finan ce

8 5

Store Finan ce

8 6

Consu Is Consumable mable PI count being PI done every week ?

Page | 91

Is surprise float cash check done by SM/C&A and recorded Is the Credit notes are maintained ?

Y

Sale s

Stor e Ope rati ons Stor e Ope rati ons Stor e Ope rati ons

Stor e Ops

Check

Y

Sale s

Stor e Ops

Check that last 3 months records are maintained by C&A

Are all the Y used coupons/redem ption being stamped as used and checked on daily basis? Are the Y Imprest guidelines followed?

Sale s

Stor e Ops

Records with C&A

Sale s

Stor e Ope rati ons

Stor e Ops

Y

Sale s

Stor e Ops

Y

Exe cuti on

Stor e Ope rati ons Stor e Ope rati ons

1. Store Money plus card is available with the store Manager 2. Petty expenses incurred are recorded in the Petty Cash Book 3. All supporting Vouchers are kept neatly in the file with the corresponding SAP generated voucher number 4. Physical Cash balance matched with the petty cash book balance 1. Check from SAP whether electricity bill has been scrolled

Is the electricity bill being scrolled in SAP ?

Stor e Ops

1. Check from SAP if the store is carrying out Consumable PI every Monday 2. Check that the consumables are properly stored in BOH

and are not wasted by the store 8 7

FM Equip ment

Page | 92

Is the DG set functional and diesel for DG set accounted properly

N A

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Does the site have a copy of DG Installation certificate from the State Electrical Inspectorate 2. Does the site have a copy of consent for operating DG Set from State Pollution Control Board (SPCB) 3. Is the stack height for the DG set emission discharge is as per consent conditions issued by State Pollution Control Board 4. Is the DG Set area free from oil spillage or Diesel leakage 5. There should be no provision of storage of extra diesel in barrel / cans and the diesel purchased should be emptied directly into the DG set tank 6. Check DG functionality set by operating it 7. Check Preventive Maintenance records 8. Check DG set running Hrs. against diesel consumption from records of DG Register 9. If DG set is nonfunctional, check if store has logged a call. Rate the store "Yes" in case call is logged, else rate it as "No"

10. Rate the store "No" if any of the above is not followed

8 8

Asset Mana geme nt

Is Asset register maintained and asset management processes followed ?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

8 9

Relia nce One Servic es

Are Reliance One membership processes followed correctly ?

N A

Exe cuti on

Cus tom er Ser vice

Stor e Ops

Page | 93

1. Verify that Asset Management register is available and updated 2.Record of asset issued to the concerned department is maintained in a register. 3. Any asset leaving store premises for repair on a returnable basis carry Returnable Gate Pass (ETN) 1. Sufficient stock of Reliance One membership form is available at the store 2. All Reliance One membership forms are sent for Data Entry on a regular basis. 3. Case-wise file/ folder/ records is maintained containing all necessary details and papers. 4. Interview 2 CSAs to check that Staff knows the redemption process. 5. Rate the store "No"

if any if the above is not followed

9 0

Produ ct and Pricin g compl iance

9 1

Dump Is the dump Audit posted as per guidelines and matches with the SAP posted document?

Page | 94

IS the (-)ve On-hand correction done timely?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Generate list of -ve Stock SKUS from System 2. Check with SM whether he has done count correction of these -ve Stock SKUs 3. Verify the date of count correction done Check following points: 1. check that all physical & system dump activity is carried out ONLY in the BOH and not on the sales floor or outside the store 2. Check that barcodes of all products that are being dumped are strike off with a black permanent marker, so that these products cannot be scanned 3. F&V Dump is posted on daily basis 4. Non -F&V dump is posted on every Monday, Wednesday and Friday 5. Dump register is maintained by the store 6. Check that entries in dump register match with SAP entries for five articles 7. Rate the store "No"

if any of the above guidelines are not followed

9 2

Mark down Sales

Page | 95

Is markdown done as per guidelines ?

N

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1. Check that Markdown price limit and trigger time are adhered for non-F&V near expiry stock (refer markdown matrix) 2. check that under no circumstances, expired, rotten/ fungus, buginfested or any nonsaleable products are sold on markdown 3. check that Markdown sticker are pasted on packaged products such that it does not hide printed MRP or Manufacturing/ BBD date / Expiry / Use by date or Imported on date of the product 4. Also ensure that the markdown label does not hide list of Ingredients or Nutritional Information of the product 5. Ensure date rotation done daily for products in markdown area 6. Markdown is done through portal and reason for markdown is mentioned in portal

7. Check that SPCT software in not available in system and is not used for markdown 8. Rate the store "No" if any of the above is not followed

9 3

Daily Count Proce ss

9 4

Crate Mana geme nt

9 5

SLP Syste m Status

Page | 96

Is daily count of TOP 50 SKUs followed as per process and resolution done for variations revealed? Is Crate movement taking place through System generated documents? Are the critical SLP systems working properly?

Y

Sale s

Stor e Ope rati ons

Stor e Ops

Check the records maintained by store

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Check

Y

Exe cuti on

Sec urit y

Stor e Ops

SM to confirm the working of below SLP systems from ALPMs 1. All Entry, Exit and managers cabin cameras are in working condition 2. All Smoke detectors are in working condition 3. Store arming system is working properly 4. Panic button is in working condition 5. Attendance System is in working condition

9 6

Amen ity Areas

Page | 97

Is safe drinking / potable water available?

Y

Peo ple

Stor e Ope rati ons

Stor e Ops

6. electro-magnetic lock on the door of cash / managers room working 7. check that the power supply for DVSR is on 8. Check that battery backup available for SLP Systems 9. In case of Nonfunctional equipment's , check if the store has logged a call, rate the store "Yes" else rate it as "No" 10. Check all above points, rate the store "No" if any of the above is found noncompliant 1.Check water filter and glass is available for drinking water. 2. Does the site has necessary / required permission in case of using Ground Water using bore well 3. If not available check if store has logged a call or highlighted the issue to support office. In case call has been logged or issue highlighted rate the store as "Yes" else rate as "No" 4. Rate the store "No" if any of the above is not found

9 7

Sales Floor Clean liness & Ambi ence

Is daily housekeeping checklist followed and record maintained?

Y

Exe cuti on

9 8

Clean liness in Toilet s

Is the toilet clean, free of odour & well ventilated?

N

Cust Cus ome tom r er Ser vice

Page | 98

Hyg Stor iene e Ops

Stor e Ops

1. Inspect HK checklist 2. Is the material safety data sheet (MSDS) for housekeeping chemicals available at site and all staff members are aware about the responses for accidental inhalation, absorption etc. 3. Are the containers used for housekeeping chemicals appropriately labelled with mention of the contents 4. Also check that the chemicals used for House cleaning are stored in a secure place and not stored along with the food products. 5. Is "No Smoking" signage prominently displayed at the store entrance 1. Toilet Flooring, Unhygenic seats, Sink and wall conditions are clean and free from found damages 2. Toilet flush is functioning 3. Running water available in the taps 4. Confirm that there is no water leakage, seepage or no water accumulation inside the facility Temporary water storage clean ( where provided) 5. For ventilation check whether window or exhaust fan is functional

9 9

Recei ving

Page | 99

Is the Material receiving process followed correctly?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

6. ventilation or exhaust is free from accumulated dirt 7. Soap &/or soap dispensers available in toilets and in Wash basin 8. Rate the store "No" if any of the above is not found Observe following points during DC delivery: 1. Security associate notes vehicle entry time in the register 2. Security associate checks the seal number from trip sheet & matches with physical seal no. 3. Check that only SM/ASM putting / Removing the seal on the vehicle 4. Vehicle is being checked in general for any malicious damage 5. frisking of drivers / loaders is carried out by security associate 6. Driver’s cabin is being checked by security associate before/after the DC delivery 7. Temperature check in case of chilled/ frozen product delivery is conducted 8. Ramp is being used where available 9. Merchandise is directly taken to the store sales area from the delivery vehicle

1 0 0

Recei ving

1 0 1

Recei ving

Page | 100

Whether stamped Invoice / Delivery challan copy has been handed over to the vendor in case of DSD SKUs? Are GRN's done on timely basis for both DC and DSD deliveries ?

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

and not kept outside the store 10. Micro count of high value articles carried out 11. In case of Short/Damaged/Expire d HU - check if SM / ASM has highlighted the HU no. on the trip sheet and the same has been signed by SM/ASM , Driver & Security Associate 12.Check all above points, rate the store "No" if any of the above guidelines is not followed 13. In case there is no DC delivery during audit, rate the store as "NA" Delivery Details to be checked.

1. Check for Pending GRN report in SAP, verify with inward register & STN with the store. 2. Check the reason for not doing GRN with SM, whether it is non receipt of Stock or any discrepancy in dc delivery 3. Rate the store Yes / NO based on SM

feedback 4. For DSD Deliveries - random check with the invoice, physical verification & SAP entry 1 0 2

Recei ving

1 0 3

Recei ving

1 0 4

Home Deliv ery

Page | 101

Whether Store Y is in possession of the second copy of the GRDC and POD of GRN ( trip sheet) document ? Is movement Y of all material from the store carried out with proper documentation ?

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Check records available with store

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Is proper process followed for Home Delivery (where Home Delivery exists) ?

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1.Check 5 entries in outward register. 2.Merchandise should have SAP entries 3.Non Merchandise to have gate pass 4. Rate the store "No" if any of the above is not found 1. All Cashier have pin up Home Delivery offer card on the uniform 2. Home delivery register is being maintained 3. All home delivery items checked 100% as per the bill by Security associate 5. Check that the no. of home deliveries mentioned in the home delivery register are matching with the actual no. of home delivery tickets in the system. Note: No. of Home deliveries in the system

N A

1 0 5

Recei ving

1 0 6

Recei ving

1 0 7

Statut ory Comp liance s

Page | 102

Receiving bay gates and shutters are in working condition. Open door is always manned by Security? MHEs and MHUs are not damaged and are in working condition Do the Loss Prevention Associates & Site in charge (SM /ASM) know the critical incident reporting process?

can be identified by Article code 600011391. Every home delivery ticket will contain this article code. 6. Check all above points, rate "NO" even if any one of the above guidelines not followed 7. Rate "NA" if home delivery does not exits in store 1. Visual Inspection 2. check that all gates & shutters are in working condition & have proper locking arrangement

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Y

Exe cuti on

Stor e Ops

Inspection

Y

Exe cuti on

Stor e Ope rati ons Stor e Ope rati ons

Stor e Ops

Interview Security Associate / SM

1 0 8

SLP Syste m Status

Is the store security compliant?

Y

Exe cuti on

Sec urit y

Stor e Ops

1 0 9

Store Openi ng / Closi ng/Ni

Is the store opening/ Closing process followed

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Page | 103

1. Staff frisking and declaration carried out during each entry / exit 2. All staff are their punching attendance card 3. Security registers such as Store opening/closing register, Material Inward/Outward, Staff declaration, Lost & Found, Visitor, Home delivery register well maintained and signed by all stakeholders 4. All pages of the registers are serially numbered 5. All registers covered with brown paper, tidy and properly labelled 6. Security Associate shift compliance is adhered to 7. No Major cases of variations ( More that Rs. 1000) in Safe , POS , Markdown audits are reported (check records maintained by Store SLP) 8. Staff purchases are checked 100% against bills 9. Check all above points. Rate the store "NO" if any of the above points is not followed check last 7 days records for: 1. Store opening/ closing/Night shift carried out by

ght shift

correctly?

1 1 0

Staff - Are employee Moral and e community connect initiatives being conducted ?

Y

Peo ple

Stor e Ope rati ons

Stor e Ops

1 1 1

Traini ng Store Staff

Y

Peo ple

Stor e Ope rati ons

Stor e Ops

Page | 104

Have all Part Timers completed their 7 days mandatory

authorised staff 2. Opening / closing registers maintained & signed by all stakeholders 3. Opening / Closing happening as per laid down timings 4. Rate the store "No" if any of the above is not followed 1. Take feedback from 2 CSA & check records for following colleagues connect activities: a. Star of the Month b. Cashier of the Month c. Birthday celebrations d. Quarterly Incentives e. F&V Growth Incentive Scheme f. MOPR Incentive Scheme g. Monthly EBIDTA/ Sales Incentive Program h. Profitability Growth Incentive 2. Check if the store has conducted community connect initiative as per communication issued by support office 3. Rate the store "No" if any of the above activates are not performed at store 1. Check that all part timers have completed their 7 days mandatory LMS modules form the PT LMS report

LMS Modules

1 1 2

Traini ng Store Staff

Everyone in the store is trained on Cashiering

N A

Peo ple

Stor e Ope rati ons

Stor e Ops

1 1 3

Traini ng Store Staff

Have all full time employees completed BSG Certification as per defined timelines

Y

Peo ple

Stor e Ope rati ons

Stor e Ops

Page | 105

circulated by Support office 2. Newly joined part timers who have not completed 7 days may be ignored 3. In case there is no new joinee Part timer, rate the store as NA 1. Check for all Part Timer as well as Full Timer who have completed at least 15 days in store by checking following points: a. Make the new associate to bill 7 products including F&V in training mode b. Enquire to check the ability to accept various modes of payments? c. Check understanding about R-One redemption and Loyalty Program? 4. Rate the store Yes/No based on the outcome of all above 3 points 1. Check the Completion percentage of BSG Certification report circulated by support office 2. Rate the store "Yes" if the completion percentage is more that 50% else rate store as No 3. Check that the BSG certified associate is wearing BSG Badge

1 1 4

Parki ng Area

1 1 5

Parki ng Area

1 1 6

Merc handi se Insura nce Value

1 1 7

Elevat Is the Elevator or working Safety properly?

Page | 106

Are the parking wardens correctly dressed and equipped to perform their duty? Is the basement parking clear of garbage and necessary signages available and visible ?

N A

Peo ple

Cus tom er Ser vice

SLP

N A

Exe cuti on

Hyg Stor iene e Ops

Is the Store Merchandise Insurance Value sheet filed in the Store Manager’s Book

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

N A

Exe cuti on

Stor e Ope rati ons

Stor e Ops

Check at least one Traffic Warden per floor for Reflective Jacket, Traffic Baton and Whistle.

1. Check parking area specially corners for dust, debris, garbage etc. 2.Check at least two signages per parking floor for visibility, cleanliness, damage, faded or smudged etc. 3. Rate the store if any of the above points is not followed 1. Physically check the Store Manager’s Book. It Should contain the printed sheet of Store Merchandise Insurance Value 2. Also check that the Store Code mentioned on the insurance value sheet is correct and corresponds to the same store 1. Check the following points for elevator safety a. Automatic door closing mechanism is working properly b. All lights in the lifts are working including emergency lights c. When the elevator stops, there is no level difference between elevator floor and the store floor level

1 1 8

Fire Confirm that Safety electrical fixtures are in order

Page | 107

Y

Exe cuti on

Saf ety

Stor e Ops

d. Elevator Hooter is working properly & the same is checked once every month e. Communication device if installed is working properly 2. Store has logged a call in case any of the above points is found to be non-functioning / not in order 1. Check if any of the electrical socket has come out of its place 2. Check for any Loose / hanging electrical wires which may be a safety hazard 3. Electrical insulation mats confirming to IS 15652 are placed in front of the electrical panel / in electrical rooms 4. If non-compliance is noted in points 1 to 3, check if store has logged a call for rectification. Rate the store "Yes" in case call is logged else rate it as "No" 5. Rate the store "No" if any of the above is not found

1 1 9

Fire Is proper Safety process followed for Electrical Safety

Page | 108

N

Exe cuti on

Saf ety

Stor e Ops

1. Is the entry to electrical panel room restricted to authorised person and a list of Authorized Persons is displayed 2. Is danger notice provided on the mains electrical panel. Also check if notice is conspicious and displayed in local language 3. Is the electric shock treatment chart available & displayed near the electrical panel and staff are aware about the procedure on the chart 4. Is there any water seepage, damp spot near electrical panel / Is the area surrounding electrical panel free from any water accumulation 5. Are there any temporary connections or temporary extensions used at the site, if any used, is the call logged to provide a permanent connection 6. Is the metal ladder being used at site, stored away from the electrical panel 7. Are there any damaged electrical sockets, cables or plugs , if yes is the call is logged for rectification of the same 8. Are battery terminals guarded to avoid

contact and Is adequate ventilation available in the inverter /UPS / battery area to avoid accumulation of harmful / dangerous gases 9 . Is the DG Set area free from oil spillage or Diesel leakage / There should be no provision of storage of extra diesel in barrel / cans and the diesel purchased should be emptied directly into the DG set tank 10. Are all staff aware about the location of main switch for electrical Isolation to be used in case of an emergency 11. Is an updated and approved Single Line Diagram (SLD) available and displayed in electrical panel room / Are freezers, chillers kept at-least 6 inches away from the wall for adequate heat dissipation and for proper air circulation 12. Rate the store "No" if any of the above is not found

Page | 109

1 2 0

Sales Floor Clean liness & Ambi ence

Page | 110

Is proper process followed for Pest Control

N

Exe cuti on

Hyg Stor iene e Ops

1. Has pest control vendor provided a copy of licence to operate pest control services 2. Does site have a copy of Material Safety Data sheet(MSDS) for all chemicals used in during the pest control services 3. Are all staff aware & trained on the action to be taken in case of accidental contact with the pest control chemicals (same is provided in the MSDS) 4. Are staff aware about location of rodent bait stations placed and is the same mapped on the site layout and displayed in BOH / prominently 5. Are rodent bait stations affixed to the floor (using double side tape) and inspected daily for any catches 6. Is the call logged for closing any openings in the sites / ducts where the birds such as pigeons, sparrows visit 7. Are the Bird repellents installed (in case of large sites where food processing is done) to prevent birds such as pigeons, sparrows etc. from entering the site 8. Rate the store "No" if any of the above is not found

1 2 1

Statut ory Comp liance s

Is proper process followed for E-Waste

Y

Exe cuti on

Stor e Ope rati ons

Stor e Ops

1 2 2

FM Equip ment

Is the store Workplace are safe to work

Y

Exe cuti on

Saf ety

Stor e Ops

Page | 111

1. Is site disposing off any e-waste at site level? In case, it does, then is it done through the authorised vendors listed by the state govt. and maintaining relevant records 2. Rate the store "No" if above process not followed. 1. Are all floor tiles levelled, in good condition, free from oil / liquid spillages and Are the level differences in the floors highlighted appropriately 2. Are the caution signs placed during wet mopping of floors / cleaning spillages 3. Are all staff trained on manual material handling and records maintained and Are all material handling equipment's routinely inspected for damages and if the same are rectified 4. Is the false ceiling in good condition with no damages / dampness / leakage / cracks / other defects 5. Is the surrounding area barricaded while carrying out maintenance / repair works on the floor and Are the material stacked with proper racking system, in absence of a racking

system, is the stacking height restricted to 5 ft. only 6. Are there any sharp edges, protruded angles of racks, data strips, floor display which shall lead to injury 7. Is the staff aware about guidelines for safe usage of step ladder and Is the ladder stored at the designated location in the BOH after use 8. Is the site staff aware how to raise an alarm in case of an emergency / fire and aware about responses for various emergency scenarios (including contract employees) 9. Does the emergency response team (ERT) know their roles and responsibilities in case of an emergency 10. Has the site maintained an updated next of kin information for all staff working at the site (including third party service provider)

Page | 112

2. SUMMERY 1. I find out ther were 16 criteria which were not being fulfilled by the store thus was considered in ‘N’ category. Matters such as clean customer entrance, pest control, electronic safety, clean toilets, key register maintenance, markdown as per pricing, fire extinguisher, emergency contact numbers, clean lockers, management of loose staples, wellkeeping of racks according to the guidelines and opened and used product on racks were found.

2. There are many ‘NA’ which means these parameters doesn’t apply to this particular store. There were 13 such cases of Non Applicability. Such as Bakery Section, Security Check, Convex/ concave mirrors, CSAs being aware about JIO recharge plans, fire hydrant, elevator & DG set safekeeping, Home Delivery and parking lot are not provided by the store.

SUMMARY YES NO NOT APPLICABLE APPLICABLE TOTAL PERCENTAGE

91 18 12 109 122 83.40%

3. The table showed the number of YES, No, Not Applicable. We can see that there were total 122 points in total and the store earned 109. Which sums up to 83.40% by according to guidelines a store must be above 90% so we can say that Reliance Smart store in Govindpuram in suffering a big operational crisis now.

Page | 113

CONCLUSION

Finally analyzing all the factors responsible for increasing sales and the no. of customers in Reliance Smart Stores, through various data analysis like correlation and regression analysis, I came to a conclusion that Reliance Retail should give emphasis on the measures taken to increase the Footfall or Customer satisfaction. Reliance does not provide any Advertisement about its products and Services whereas its main competitor Big Bazaar does. So, the company should focus on the tools present to analysis its customer and various other factors.

Also the Reliance group has a major focus on achieving customer needs and their satisfaction level and not to those who made it possible. There are multitudinous programs and events taking place to attract a large amount of crowd from the respective locations. But the industry should also keep in mind the integrated efforts made by the team i.e. the CSA’s, Store Supervisors, Store Manager and the people involved in store activities for the enhancement customers attraction by the store and finally maximization of revenue. Because, ultimately it is the sales personnel of any background upon whom the future of the organization depends.

Page | 114

FINDINGS AND RECOMMENDATIONS

These 6 weeks of my internship was a good learning experience for me. I was exposed to the practical aspects of Marketing and Retailing. While carrying out this project work at Delhi NCR, I got the opportunity to gain a substantial knowledge about the Retail market Scenario. After completing this project, there were certain suggestions and recommendations in my mind which would help in the promotion of the product in a better way. They are: 1. Visibility of the products should be increased. Since not much promotional activity is undertaken by the Company, product and brand awareness is very low among the masses. There are no promotional advertisements on television. While it’s major competitor BIG BAZAR had very earlier aired its advertisements on television. Proper promotional activity should be undertaken in order to enhance the visibility of the product.

2. Advertisements should be given on the high circulation newspapers of the region. 3. Services of Reliance should be improved. As per the customers’ feedback, many of the people were not satisfied with product as well as the customer service provided by the Reliance. This was one of the few reasons, why people were reluctant to buy Reliance product.

4. Close link should be established with customers through customer relations programs and try to meet their requirement regarding product and services and to make them aware about both product and promotions.

Page | 115

5. Come with more promotional offers in categories like staples and FMCGs which are the most selling goods in store.

6. Come with promotion in vernacular languages. 7.

In order to counter challenges of home delivery service by local retailers, channelize among customers the idea of getting acquainted with more variety of products when they visit store. And come with more promotional offers on weekends and holidays.

8. Promote the areas where Reliance Smart stores, have an upper hand like correct weight and measures, values packs of goods, quality service and ambience.

9. In minds of consumers, “Reliance Smart” has two basic features: The products (F&V; daily) are fresh.  The price is lower when compared with the local markets and other competitors. 10. Rightsizing is desired in certain stores. A large area is occupied by categories like apparels which have very limited sales but rent has to be paid for the area.

11. Long queues too often discourage people to shop in Reliance Fresh store especially the customers who purchase smaller quantities of good (say Rs. 10 bread). So number of tills in each store should be between depending upon factors like and stateside. In rush hour i.e.. between 6pm – 8pm reserve at least one till (bill counter) for small quantity purchases.

12. Differentiate the Reliance Fresh stores in clusters themselves in their appearance (i.e.. Colour combination store furniture etc.) in order to generate consumer interest. Also keep on changing after certain time.

Page | 116

LIMITATION OF RESEARCH The major limitations which I faced during my project were: 1. A particular store’s trend cannot be generalized over the entire shows in Ranchi. 2. Authenticity of the response of the customer cannot be ascertained. 3. Most of the consumer prefer to go for local market 4. There was limited consumer base. 5. Advertising strategy is not good in Ranchi. 6. People are at times hesitant to respond to surveys. 7. Research based on Ranchi city. 8. Lack of expertise. 9. Finally the time constraint.

Page | 117

SPECIAL FINDINGS

1. Company Visit There are 20 promoters working the store, their company also do some surprise visits/ planned visits every month to check their work in store. Company like NEVA, Unicharm, Marico, Saffola, Rajdhani, VLCC, Boutique, Mc Cane, QwalityWalls, P&G, VIP Bags have their company visits monthly. Firstly they check the facing of all the products from the company, their display according to POG, maintenance POP Slips, promotional offers displayed. Then they check the log book of the promoters who right their daily sales, no of products sold; share in self and out of stock items. The head may also check the promoter’s grooming, his knowledge about the product, his attendance and can even get their feedback from their Section Head/ Store Manager. These visits add up to the promoter’s incentives and their sales target.

2. Cluster Manager’s Visit The Cluster Manager of the store Mr Rajesh Dhaiya visited on 11th July to check the GM section of the store, this was a surprise visit. There he checked all the CSA files of GM section, checked POP Slips, Self Help Slips, Display according to POG, asked CSA about promotional offers and did a deep inspection on the arrangement of stock on gondolas. GM section excludes food and personal care & baby care products He further checked sales report of GM section, followed by Shrink & Dump procedure. He then adviced SM on how the store can increase their sales.

3. Zonal Manager Visit Page | 118

On 21st June 2018 the Zonal Manager of Reliance Retail Mr Kamdev Mohan visited the store. He inspected CSA file of every section, checked SEL, FIFO; LIFO, markdown products and took a round in whole store for having a better look at the functioning of the store. CSAs started preparing for his visit a couple of days before, they did self help, refilling, facing and make sure that there was no cartoon or crate on the sales floor. Everybody was perfectly groomed that day and sampling of namkeen and lassi was done. At that time I was assigned customer feedback, when he asked me my role i explained my job role for the day.

4. Target Achievement of 8th July We achieved a sales of Rs 12 lac on 8th July i.e Sunday. Signature Street was on 1st position in sales of Addolin roomSmartner & football that day. Tremendous pressure was put on SM to increase the AVB to Rs 800-1000 and at the end of the day ABV was Rs 845 The store did extensive promotion that weekend, they hire additional staff to distribute flyers in neighbouring residential areas, I helped in flyer distribution in Gaur Homes, as well as i did telecalling to the customers. The CSAs did drive on Football, Addonil roomSmartner, Namkeen, Lassi, Apple, ProtineX, Nestea and Ice Cream. Cashier did drive on Scotch brite, 5 Star 3D, Plastic Containers and Buckets.

5. Big Day Preparation ( 15th August ) There are 3 Big Days celebrated in Reliance Retail on of which is 15th August, the store have already started preparing Special offers will be provided to customers, ads will be given on TV & Radio alongside flyers. The store have already started to reduce the good that will be sold less and are making space for the goods that will be delivered to them from DC.

Page | 119

PI have been conducted in order to check the inventory and order the goods accordily so that there is no shortage of goods around the Big Day Sale.

Page | 120

ANNEXURE

QUESTIONNAIRE

NAME - _________________________________________________ AGE - _______________ SEX - ________________ ADDRESS _____________________________________________________________________ Approx. Distance from Reliance smart Store ___________________________________________

Q1. Income level – i) 20,000 per month. ii) 20,000 – 50,000 per month. iii) 50,000+ per month. Q2. How often you purchase from Reliance Smart Store ? a.

More than 8 times a month.

b.

6-8 times a month.

c.

3-5 times a month.

d.

1-2 times a month.

e.

Less than once a month.

Page | 121

Q3. What segment of product do you buy/prefer buying from Reliance Smart Stores? Q4. And which of those segment you think is the best in your perspective ? Q3.

Q4.

a.

Food and beverages

( )

( )

b.

Fruits and Vegetables

( )

( )

c.

Dairy Products

( )

( )

d.

Toiletries and cosmetics

( )

( )

e.

Home Ware

( )

( )

f.

Health Care

( )

( )

g.

Processed food

( )

( )

Q5. While Shopping at Reliance Smart how frequently do the customer service associates interact with you? a.

Frequently.

b.

Rarely.

c.

Never.

d.

On requirement.

Q6. As compared to other stores, what do you think of the pricing of the products of Reliance Smart ? a.

Very low.

b.

Low

c.

Almost Same.

d.

High.

e.

Very high.

Q7. In your experience, how long is the time taken for the billing ? a.

<2 mints.

Page | 122

b.

2 – 5 mints.7

c.

6 – 10 mints.

d.

>10 mints.

Q8. How do you get to know about the offers in the Reliance Smart Stores ? ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ Q9. And Which in your opinion needs improvement? Q8.

Q9.

a.

Availibility of Products and Services

( )

( )

b.

Freshness of Products

( )

( )

c.

Environment of the Store

( )

( )

d.

Packaging of Products and services

( )

( )

e.

Range of products available

( )

( )

f.

The layout of the store.

( )

( )

g.

Quality of the products available

( )

( )

h.

Discount and Incentives on the products

( )

( )

Q 10. On the scale of 1-5 , please indicate your satisfaction with various aspects of Reliance Smart. a.

Very much Satisfied.

(1)

b.

Satisfied.

(2)

c.

Neither Satisfied nor Dissatisfied.

(3)

d.

Dissatisfied.

(4)

e.

Very much Dissatisfied.

(5)

1) Coustomer Service Page | 123

________

2) Product Range

________

3) Pricing Strategy

________

Q 11. Would you recommend Reliance Smart Store to your near ones.? a.

Yes

b.

No

c.

Not sure.

Q 12. What perception do you hold about Reliance Smart store Govindpuram ? a.

Is the best.

b.

Among the good ones.

c.

Not upto the mark.

d.

Not at all good.

Q 13. Any suggestions or Complaints…. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ _________

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BIBLIOGRAPHY

1. Rconnect.ril.com 2. Zmail.ril.com 3. PDF- 61407. TPoojathapad 4. PDF- p-1723-RETAIL-STORE-OPERATIONS 5. Retailanalytivs.ril.com 6. Value.ril.com 7. Servicedesk.ril.com 8. Gupta, S.P & Gupta, M.P, (2007), Measures of Central Tendency, Business Statistics,14th edition, a. pp 82-99.S 9.

Sharma, J.K, (2008), Analysis of Variance, Business Statistics, 2nd edition, pp 421 – 446.

10. Sharma, J..K, (2208), Correlation analysis, Business Statistics, 2nd edition, pp 447- 480. 11. Sharma, J.K, (2008), Regression analysis, Business Statistics, 2nd edition, pp 481- 512. 12. Sharma, J.K, (2008), Hypothesis testing, Business Statistics, 2nd edition, pp 327-380. 13. Hawkins, Del I. & Tull, .Donald S, (2004), Marketing Research in Practice, Marketing ResearchMeasurement and Method, 6th edition, pp 1-4.

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