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 Reliance Industries to the top slot in terms of market capitalization is largely due to Dhirubhai's ability to manipulate the levers of 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.

"Growth has no limit at Reliance. I keep revising my vision.

Only when you can dream it, you can do it."

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

BIGFlix.com BIGADDA.com Zapak Jump Games

o Film Entertainment BIG Pictures BIG Cinemas Adlabs BIG Animation BIG Music & Video BIG ND Studio BIG Synergy BIGOYE.com

o Broadcasting BIG 92.7 FM BIG Broadcasting

o Others BIG Street 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 records2. Competence, such as knowledge, skills, experience, and qualifications3. 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)

3.403.503.603.703.803.904.004.104.204.304.404.50

NetworkCoverage

Easyavailability

voice quality customercare

Billingsystem

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

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

Reliance

Airtel

BPL

Idea

Hutch

BSNL

Tata indicom

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

Network Coverag

e

Easy availabili

ty

voice quality

customer care

Billing system

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 Limited

Subsidiary of Reliance Retail 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 Subsidiary of Reliance Retail Limited

Reliance Gems and Jewels Limited Subsidiary of Reliance Retail Limited

Delight Proteins Limited Subsidiary of Reliance Retail Limited

Reliance F&B Services Limited Subsidiary of Reliance Retail Limited

Reliance Agri Products Distribution Limited Subsidiary of Reliance Retail Limited

Reliance Leisures Limited Subsidiary of Reliance Retail Limited

Reliance Retail Securities and Broking Company Limited Subsidiary of Reliance Retail Limited

Reliance Home Store Limited Subsidiary of Reliance Retail Limited

Reliance Trade Services Centre Limited Subsidiary of Reliance Retail Limited

Reliance Food Processing Solutions Limited Subsidiary of Reliance Retail Limited

Reliance Supply Chain Solutions Limited Subsidiary of Reliance Retail Limited

Reliance Loyalty & Analylitics Limited Subsidiary of Reliance Retail Limited

Reliance Digital Media Limited Subsidiary of Reliance Retail Limited

Reliance-GrandOptical Private Limited Subsidiary of Reliance Retail Limited

Reliance Vantage Retail Limited Subsidiary of Reliance Retail Limited

Reliance People Serve Limited Subsidiary of Reliance Retail Limited

Reliance Infrastructure Management Services Limited Subsidiary of Reliance Retail Limited

Reliance One Enterprises Limited Subsidiary of Reliance Retail Limited