INTRODUCTION

Reliance Industries Limited is India's largest private sector conglomerate (by market value) and
second largest in the world, with an annual turnover of US$ 35.9 billion and profit of US$ 4.85
billion for the fiscal year ending in March 2008 making it one of India's private sector Fortune
Global 500 companies, being ranked at 206th position (2008).

It was founded by the Indian industrialist

Dhirubhai Ambani in 1966. Dhirubhai
Ambani founded Reliance as a textile
company and led its evolution as a global
leader in the materials and energy value chain
businesses. Ambani has been a pioneer in
introducing financial instruments like fully
convertible debentures to the Indian stock
markets. Ambani was one of the first
entrepreneurs to draw retail investors to the
stock markets. Critics allege that the rise of
"Growth has no limit at Reliance. I keep
Reliance Industries to the top slot in terms of
revising my vision.
market capitalization is largely due to
Only when you can dream it, you can do
Dhirubhai's ability to manipulate the levers of
it."
a controlled economy to his advantage. The
Reliance Group is a living testimony to his
indomitable will, single-minded dedication
and an unrelenting commitment to his goals.

Though the company's oil-related operations

form the core of its business, it has diversified
its operations in recent years. After severe
differences between the founder's two sons,
Mukesh Ambani and Anil Ambani, the group
was divided between them in 2006. In
September 2008, Reliance Industries was the
only Indian firm featured in the Forbes's list of
"world's 100 most respected companies".
Growth of Reliance through Corporate Governance
Corporate Governance at Reliance is based on the following main principles:

 Constitution of a Board of Directors of appropriate composition, size, varied expertise

and commitment to discharge its responsibilities and duties.

 Ensuring timely flow of information to the Board and its Committees to enable them to
discharge their functions effectively.

 Independent verification and safeguarding integrity of the Company’s financial

reporting.

 A sound system of risk management and internal control.

 Timely and balanced disclosure of all material information concerning the Company to
all stakeholders.

 Transparency and accountability.

 Compliance with all the applicable rules and regulations.

 Fair and equitable treatment of all its stakeholders including employees, customers,
shareholders and investors.

Reliance is in the forefront of implementation of Corporate Governance best practices

 RELIANCE PRODUCT & SERVICES
Reliance Anil Dhirubhai Ambani Group is a group of companies headed by Anil Ambani.
The companies under the group are:

 Reliance Entertainment
o Internet & New Media o Film Entertainment
 BIGFlix.com  BIG Pictures
 BIGADDA.com  BIG Cinemas
 Zapak  Adlabs
 Jump Games  BIG Animation
 BIG Music & Video
 BIG ND Studio
 BIG Synergy
 BIGOYE.com

o Broadcasting o Others
 BIG 92.7 FM  BIG Street
 BIG Broadcasting  BIG Live
 BIG Reach
 BIG Events

 Reliance Capital
o Reliance Capital
o Reliance Life Insurance
o Reliance General Insurance
o Reliance Mutual Fund
o Reliance Money
o Reliance Consumer Finance
o Reliance Asset Reconstruction

 Reliance Communications
o Reliance Globalcom
o Reliance BPO

 Reliance Infrastructure
 Reliance Power
 Reliance Health
 Reliance Natural Resources Limited
 Reliance Technology Ventures
 DA-IICT
Reliance Industries Limited is a group of companies headed by Mukesh Ambani. The
companies under the group are:

 Reliance Petroleum - Reliance Petroleum Limited (RPL) is a subsidiary of Reliance

Industries Limited (RIL) and was created to exploit the emerging opportunities, creating
value in the refining sector worldwide.

 Reliance Life Sciences- Reliance Life Sciences is a diversified and integrated

biotechnology initiative of the Reliance group companies, India's largest private sector
companies.

 Reliance Industrial Infrastructure Limited - Reliance Industrial Infrastructure

Limited (RIIL), a Reliance Group company, is principally engaged in the formation and
operation of industrial infrastructure, involving the leasing and supply with the software
of the computer and data processing.

 Reliance Institute of Life Sciences - Reliance Life Sciences Institute (Rils), established
by Dhirubhai Ambani Foundation, is an institution of higher education in various fields
of life sciences and related technologies.

 Reliance Solar Limited - Initiative for Solar Energy and Reliance Group aims to bring
solar energy systems and solutions primarily to remote and rural areas and bring about a
transformation in the quality of life.

 Reliance Logistics - Reliance Logistics (P) Ltd., a Reliance group company, is a single
window solution provider for all your transportation, distribution, storage, logistics and
supply chain needs.

 Reliance Clinical Research Services - Reliance Clinical Research Services (RCRS), a

Reliance group company, is a contract research organization (CRO) and its wholly
owned subsidiary of Reliance Life Sciences, which aims to provide world-class services
for clinical research, pharmaceuticals, biotechnology companies and medical equipment.

 Relicord - Relicord, a Reliance Life Sciences (RLS) initiative, offering services of cord
blood banking is supported by Reliance Group, India's largest business house.

 Reliance Retail
 Quality Management
Quality management can be considered to have three main components: quality control,
quality assurance and quality improvement. Quality management is focused not only on
product quality, but also the means to achieve it. Quality management therefore uses quality
assurance and control of processes as well as products to achieve more consistent quality.

Quality control

The company-wide quality approach places an emphasis on three aspects:

1. Elements such as controls, job management, defined and well managed processes,
performance and integrity criteria, and identification of records
2. Competence, such as knowledge, skills, experience, and qualifications
3. Soft elements, such as personnel integrity, confidence, organizational culture,
motivation, team spirit, and quality relationships.
The quality of the outputs is at risk if any of these three aspects is deficient in any way.

Quality assurance

Quality assurance, or QA for short, refers to a program for the systematic monitoring and
evaluation of the various aspects of a project, service, or facility to ensure that standards of
quality are being met.

It is important to realize also that quality is determined by the program sponsor. QA cannot
absolutely guarantee the production of quality products, unfortunately, but makes this more
likely.

Two key principles characterize QA: "fit for purpose" (the product should be suitable for the
intended purpose) and "right first time" (mistakes should be eliminated). QA includes
regulation of the quality of raw materials, assemblies, products and components; services
related to production; and management, production and inspection processes.

It is important to realize also that quality is determined by the intended users, clients or
customers, not by society in general: it is not the same as 'expensive' or 'high quality'. Even
goods with low prices can be considered quality items if they meet a market need.
Quality improvement

There are many methods for quality improvement. These cover product improvement, process
improvement and people based improvement. In the following list are methods of quality
management and techniques that incorporate and drive quality improvement:

1. ISO 9004:2008 — guidelines for performance improvement.

2. ISO 15504-4:2005 — information technology — process assessment — Part 4:
Guidance on use for process improvement and process capability determination.
3. QFD — quality function deployment, also known as the house of quality approach.
4. Kaizen — 改善, Japanese for change for the better; the common English term is
continuous improvement.
5. Zero Defect Program — created by NEC Corporation of Japan, based upon statistical
process control and one of the inputs for the inventors of Six Sigma.
6. Six Sigma — 6σ, Six Sigma combines established methods such as statistical process
control, design of experiments and FMEA in an overall framework.
7. PDCA — plan, do, check, act cycle for quality control purposes. (Six Sigma's DMAIC
method (define, measure, analyze, improve, control) may be viewed as a particular
implementation of this.)
8. Quality circle — a group (people oriented) approach to improvement.
9. Taguchi methods — statistical oriented methods including quality robustness, quality
loss function, and target specifications.
10. The Toyota Production System — reworked in the west into lean manufacturing.
11. Kansei Engineering — an approach that focuses on capturing customer emotional
feedback about products to drive improvement.
12. TQM — total quality management is a management strategy aimed at embedding
awareness of quality in all organizational processes. First promoted in Japan with the
Deming prize which was adopted and adapted in USA as the Malcolm Baldrige National
Quality Award and in Europe as the European Foundation for Quality Management
award (each with their own variations).
13. TRIZ — meaning "theory of inventive problem solving"
14. BPR — business process reengineering, a management approach aiming at 'clean slate'
improvements (That is, ignoring existing practices).
15. OQM — Object Oriented Quality Management, a model for quality management.
 Reliance Communication
Reliance Communications is an integrated, convergent high capacity digital network,
connecting people at affordable rates. This company is the realization of the founder’s dream to
bringing about a digital revolution that will provide every Indian with affordable means of
communication and a ready access to information, this telecommunication services Company
was a Dhirubhai Ambani brain child.

Reliance Communications is India’s largest information and communications service provider

with over 38 million subscribers. Ranked #846 in 2008 Forbes Global 2000 list of companies.
It offers a complete range of integrated telecom services. These include mobile and fixed line
telephony; broadband, national and international long distance services, data services and a
wide range of value added services and applications aimed at enhancing the productivity of
enterprises and individuals. Reliance Communication was the India’s 1st company to provide
free incoming services.

Late Dhirubhai Ambani had a vision of making tools of communication available to

commoners thereby allowing them to overcome barriers of mobility. Likewise, Reliance
Communications is capable of delivering services covering entire gamut of information and
communication value chain. Their products and services include infrastructure setting,
applications and consultancy.

The flagship company of the Reliance – ADA Group, Reliance Communications was set up as
Reliance Infocomm in 1999 and from 2000 onwards laying of optical fibers started in
Maharashtra, Gujarat and Andhra Pradesh. Reliance Infocomm was inaugurated in 2002 and
first of interconnect (POI) was established in New Delhi in same year. Also in that year,
Reliance Communications commissioned their 1st optic fiber backbone. In 2005, this company
launched global roaming facility and CDMA services. Reliance Communications was formed
in 2006 and listed in Bombay and National stock exchanges. The Company Reliance
Communications Limited in order to provide the best quality of services to its customers laid
down 60,000 kilometers of optic fiber all across India.

Reliance Communications Company's total revenue amounted to Rs.35, 260 million in 2005-
2006 and the next year, this figure stood at Rs.45, 785 million. The net profit of the company
amounted to Rs.7, 023 million and the next year, this figure increased to Rs.13, 046 million.
This shows that the company Reliance Communications Limited's total revenue and net profit
has registered a significant growth in one year. The company is listed on the Bombay Stock
Exchange and National Stock Exchange. The company Reliance Communications Limited
added a record number of subscribers in December 2006 that is 1.4 million.
 Products and services
Reliance Communications services may be differentiated into ‘consumer’ service and
‘enterprise’ service.

Consumer services

Reliance Mobile
 Postpaid
 Prepaid

Reliance Hello
 Wireless Phone
 Landline Phone

Internet & Broadband connection

BlackBerry

Reliance IPTV & Big TV

Reliance Globalcom
 Enterprise services

Reliance World
 Audio & Video conference

Office Centrex

Internet data center (IDC)

BlackBerry

Broadband services

Public call operator

Product & Service Quality of Reliance Mobile (CDMA) & Reliance Hello

Reliance uses C.D.M.A. (Code Division Multiple Access) technology for its wireless
communication service which is used for Mobile as well as Fixed line services. C.D.M.A. is
known for better voice quality and higher data throughput across the air interface at low
operating cost.
When we talk about the quality of any telecom service we basically focus on following aspects:
Voice quality: The Voice quality in CDMA based Networks is much superior as compared to
GSM Networks. Therefore Reliance WLL has a technological edge over its GSM counterparts.
Data Transfer Rate: The Data rates throughput available to a WLL user using a 3G handset,
being provided by Reliance is much higher than the data rates provided by the GSM Operators
using GPRS, a 2.5 G technology inferior to Reliance 3rd Gen technology. So for a layman, it
may mean that watching a Video Clipping or a multimedia application on a CDMA Handset
will be much more fun as compared to the present day GPRS Services
Strong Optical Backbone: Reliance, being an operator with Pan India presence, and
possessing a strong optical Backbone spread across the country, is expected to deploy and
provide next generation telecom services quicker and cheaper than any other private operator in
the country.
Appearance: Appearance and design, however, still remains the user's first turn-on trigger.
Reliance WLL phone come as a refuge to the market as they are targeting the various segments
of the society. The low end model starts for as low as Rs. 2000 and the range goes up to Rs.
30000. The various phone models available are quality phones being manufactured by the top
firms like Nokia, Motorola, Samsung and LG etc.
Brand: Reliance Communications is the outcome of the late visionary Dhirubhai Ambani's
(1932-2002) dream to herald a digital revolution in India by bringing affordable means of
information and communication to the doorsteps of India's vast population. Reliance
Communications Ltd., an Anil Dhirubhai Ambani Enterprises group company, is India's largest
private information and communications services provider, with a subscriber base of over 11
million. Reliance Communications has established a pan-India, high-capacity, integrated
(wireless and wire line), convergent (voice, data and video) digital network, to offer services
spanning the entire Communications value chain.
Service: Reliance Communications network is a pan India, high capacity, integrated (wireless
and wire line) and convergent (voice, data and video) digital network, designed to offer
services that span the entire Communications value chain - infrastructure, services for
enterprises and individuals, applications and consulting. The network is designed to deliver
services that will foster a new way of life for a New India.
Support: The major focus for any company in the service sector is how satisfied their customer
is with the service being provided by the company. The service doesn’t end with by selling the
phone to the customer but also solving the concern, difficulties, queries and complaints of the
customer. Reliance Communications has some innovative features like R-World apart from the
usual customer support services being provided by other telecom players. Reliance has a 24 by
7, 365 days a year, customer service in ten regional languages to ensure consumers have a
smooth experience.

CUSTOMER SATISFACTION
We were more concerned about the factors that influence the consumer before choosing any
new connection or switching from the present connection. We rated the different attributes on
the scale of (1-5). We found the following results.

Attribute importance (1-5)

4.50
4.40
4.30
4.20
4.10
4.00
3.90
3.80
3.70
3.60
3.50
3.40
Network Easy voice quality customer Billing
Coverage availability care system

The Network Coverage was the factor that concerned the people to the greatest extent.
However the factors like the Billing System and the Voice Quality were also important. These
factors were the desired attributes by any user.
 Calculated Ratings on 5 Point Scale

4.50
4.00
3.50 Reliance
3.00 Airtel
2.50 BPL
Idea
2.00
Hutch
1.50 BSNL
1.00 Tata indicom
0.50
0.00
Network Easy
voice customer Billing
Coverag availabili
quality care system
e ty
Reliance 3.75 3.56 2.50 3.88 2.81
Airtel 3.64 3.46 2.46 3.93 3.08
BPL 4.00 3.00 3.00 4.00 3.00
Idea 3.20 3.60 3.80 3.80 4.00
Hutch 3.80 3.80 3.40 3.00 3.75
BSNL 4.16 3.89 3.05 2.89 3.53
Tata indicom 4.00 3.00 4.00 3.00 2.00
This showed that Voice Quality and Billing System were the two areas where Reliance had
performed pretty badly against its competitors. We came to know that the Billing System by
Reliance is said to have many discrepancies. Here Reliance really needs to work upon.
Compliance rendered against Reliance Communication

Complaint against poor service

This complains is regarding poor service provided reliance by communications contact

center/call center Bangalore (Cox town/bharat nagar) division. I bought reliance GSM sim
bearing phone no. 95******** some one month back (i.e. in the month of April 2009). I use
this number for outgoing purpose only; to my shock I discover that my number has been barred
and they dint provide me any notice regarding same. Then I call up at contact center to enquire
about same, they told that my number has been barred because my address is not verified and
told me to resubmit the application once again with supporting document. so I submitted the
application form with Xerox copy of my driving license and college id there at reliance world
(banaswadi main road) branch on 12th may 2009, representative over there told me that my no.
will get activate within 48 hours so I waited to 48 hours but it dint get resolved. After waiting
for 48 hours, once again I raised the same issue once again by calling up there at their contact
point but to my disappointment representative over there keep on giving fake reason, sometime
by saying that the SERVER is down and sometime by saying they have sent the issue to
concern technical department and so on. Not only this, some of their representative used
ABBUSIVE language too and slam down the phone like anything.After all this drama once
again they finally told me to wait for another 7-8 hours so I did but they still dint resolve my
problem’s finally lose my patience and went there at reliance world (banawasdi main road)
branch once again regarding same and to my surprise they simply turn down my problem by
saying their part of work is over and they can’t do anything about it., they don’t even bother to
call up their technical department regarding delaying at least for customer relieve. Actually its
shame for management of reliance communication to recruit such an irresponsible staff.

RELIANCE Net connect Broadband+ BILLING FRAUD

I have bought the Reliance Net connect Broadband+ device for Rs.3500/-
I have received the attached bill where they generated twice in a month. As per the plan, I can
use 10GB bandwidth at a monthly rental of Rs.1099/- and beyond that they will charge @ Rs.2
per 1 MB. But in my bill, they just gave 7443 MB and didn't even charge full monthly rental
(calculated on daily basis) and remaining bandwidth charged at Rs. 2 per MB.
It’s clearly mentioned that my credit limit is Rs.1900 and I got the bill for Rs. 11394 /- .
 Reliance Retail
With a vision to generate inclusive growth and prosperity for farmers, vendor partners, small
shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL, was set up to
lead Reliance Group’s foray into organized retail. Since its inception in 2006, Reliance Retail
Limited (RRL) has grown into an organization that caters to millions of customers, thousands
of farmers and vendors.

Based on its core growth strategy of backward

integration, RRL has made rapid progress
towards building an entire value chain starting
from the farmers to the end consumers.
Through this year, RRL increased its footprint
to more than 900 stores in 80 cities across 14
states in India. Keeping in sync with its multi-
format store strategy, RRL added new formats
to its spectrum in the last year.

RRL now operates not only 'value' formats such as Reliance Fresh (neighborhood store),
Reliance Mart (all under one roof supermarket) & Reliance Super (mini-mart), which offer a
range of products for daily household usage; but also specialty formats, such as Reliance
Digital (consumer durables & information technology), Reliance Trends (apparel &
accessories), Reliance Wellness (health, wellness & beauty), iStore (Apple products), Reliance
Footprint (footwear), Reliance Jewels (jewellery), Reliance TimeOut (books, music &
entertainment), Reliance AutoZone (automotive products & services) and Reliance Living
(homeware, furniture, modular kitchens, furnishings). Keeping in line with its commitment of
providing customers with best quality products, RRL has forged strategic partnerships with
world-class companies such as Marks and Spencer (apparel and accessories), Office Depot
(office stationery), Pearle Europe (optical products) and Hamleys (toys).

RRL has a direct engagement with over 5 million customers following a loyalty programme
'Reliance One' which was offered from the first day of its operation. During the year, RRL
continued to bolster its agribusiness & dairy value chain to support its rapidly expanding store
footprint. By sourcing directly at the farmer's doorstep, RRL ensures fair and timely payments
to the farmers, reduction in spoilage through its stateof-the art supply chain and logistics
network and high quality produce to its customers. In the coming year, RRL will focus on
continuously innovating to enrich customer's shopping experience through customized offers,
private labels and 'value-formoney' merchandise. RRL is also committed to foster relationships
with partners that will create new avenues of value enhancement for its customers.
Reliance is gearing up to revolutionize the retailing industry in India. Towards this end,
Reliance is aggressively working on introducing a pan-India network of retail outlets in
multiple formats.
A world class shopping environment, state of art technology, a seamless supply chain
infrastructure, a host of unique value-added services and above all, unmatched customer
experience, is what this initiative is all about. The retail initiative of Reliance will be without a
parallel in size and spread and make India proud. Ensuring better returns to Indian farmers and
manufacturers and greater value for the Indian consumer, both in quality and quantity, will be
an integral feature of this project. By creating value at all levels, we will actively endeavor to
contribute to India's growth.

The project will boast of a seamless supply chain infrastructure, unprecedented even by world
standards. Through multiple formats and a wide range of categories, Reliance is aiming to
touch almost every Indian customer and supplier.
RIL's Retail Project will be through the following companies:

Reliance Retail Limited Subsidiary of RIL

Reliance Fresh Limited Subsidiary of Reliance Retail Limited
Retail Concepts and Services (India) Limited Subsidiary of Reliance Retail Limited
Reliance Retail Insurance Broking Limited Subsidiary of Reliance Retail Limited
Reliance Dairy Foods Limited Subsidiary of Reliance Retail Limited
Reliance Retail Finance Limited Subsidiary of Reliance Retail Limited
RESQ Limited Subsidiary of Reliance Retail Limited
Reliancedigital Retail Limited Subsidiary of Reliance Retail Limited
Reliance Financial Distribution and Advisory Services
Subsidiary of Reliance Retail Limited
Limited
Reliance Hypermart Limited Subsidiary of Reliance Retail Limited
Reliance Retail Travel & Forex Services Limited Subsidiary of Reliance Retail Limited
Reliance Brands Limited Subsidiary of Reliance Retail Limited
Reliance Wellness Limited Subsidiary of Reliance Retail Limited
Reliance Footprint Limited Subsidiary of Reliance Retail Limited
Reliance Integrated Agri Solutions Limited Subsidiary of Reliance Retail Limited
Reliance Trends Limited Subsidiary of Reliance Retail Limited
Reliance Lifestyle Holdings Limited Subsidiary of Reliance Retail Limited
Reliance Universal Ventures Limited Subsidiary of Reliance Retail Limited
Reliance Autozone Limited Subsidiary of Reliance Retail Limited
Strategic Manpower Solutions Limited
Reliance Gems and Jewels Limited
Delight Proteins Limited
Reliance F&B Services Limited
Reliance Agri Products Distribution Limited
Reliance Leisures Limited
Reliance Retail Securities and Broking Company Limited
Reliance Home Store Limited
Reliance Trade Services Centre Limited
Reliance Food Processing Solutions Limited
Reliance Supply Chain Solutions Limited
Reliance Loyalty & Analylitics Limited
Reliance Digital Media Limited
Reliance-GrandOptical Private Limited
Reliance Vantage Retail Limited
Reliance People Serve Limited
Reliance Infrastructure Management Services Limited
Reliance One Enterprises Limited
Reliance Personal Electronics Limited
Reliance Review Cinema Limited
Reliance Replay Gaming Limited
Reliance Nutritional Food Processors Limited
Reliance Petro Marketing Limited
LPG Infrastructure (India) Private Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited
Subsidiary of Reliance Retail Limited