SUMMER INTERNSHIP REPORT ON

“METHODS OF PERFORMANCE APPRAISAL”

IN

RELIANCE TRENDS

BERHAMPUR, CHURCH ROAD

Submitted by:

SIDDHARTH KUMAR SAHU

REGISTRATION NO.-: 44130

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Prof. Deeptimayee Dash Mr. Kishore Swain

(Store Manager)

In Partial Fulfilment of award of the degree

Of

BACHELOR OF BUSINESS ADMINSTRATION (BBA)

PRESIDENCY COLLEGE OF BUSINESS ADMINISTRATION

1
 BERHAMPUR

DECLARATION

I the undersigned solemnly declare that the project report PERFORMANCE-

APPRAISAL is based on my own work carried out during the course of our
study under the supervision of Madam Deeptimayee Dash. I assert the
statements made and conclusions drawn are an outcome of my research work. I
further certify that

I. The work contained in the report is original and has been done by me under
the general supervision of my supervisor.

II. The work has not been submitted to any other Institution for any other
degree/diploma/certificate in this College or any other College of India or
abroad.

III. I have followed the guidelines provided by the college in writing the report.

IV. Whenever I have used materials (data, theoretical analysis, and text) from
other sources, I have given due credit to them in the text of the report and giving
their details in the references.

Date:

Place:

SIDDHARTH KUMAR SAHU

2
Dr. SARAT KUMAR PADHY

College of Buisness Administration

Berhampur

GUIDE CERTIFICATE
This is to certify that Mr. SIDDHARTH KUMAR SAHU bearing the Roll No. 44130,
student of BBA under Berhampur University, has successfully completed his project work
entitled “PERFORMANCE-APPRAISAL” under my guidance and supervision.

I wish him all the success

(Dr. SARAT KUMAR PADHY)

PROJECT GUIDE

3
 ACKNOWLEDGEMENT

• Apart from my own efforts, the success of any project depends

largely on the encouragement and guidelines of many others. I
take this opportunity to express my gratitude to the people who
have been instrumental in the successful completion of this
project.

• I would thank the entire Management of Reliance Trends

Limited for giving me the wonderful opportunity to work on a
two-month internship project in their esteemed organization.

• I am highly obliged to Mr. Kishore Swain Store Manager, for

giving me this project and guiding me throughout my summer
internship research. His encouragement, time and effort
motivated me to work sincerely in this project.

• I would also like to thank Prof. Sarath kumar padhy, Director

Presidency College, Berhampur, for their kind cooperation and
providing me with the academic support.

• I would like to thank my project faculty guide Prof.

Deeptimayee Dash for her constant follow-up, support,
encouragement and guidance to complete this project within the
allotted time frame.

4
 PREFACE

Partial knowledge is an impotent suffix to theoretical knowledge; one cannot merely

rely upon the theoretical knowledge. Classroom make the fundamental concept
clear, but practical survey in a firm has significant role to play in a subject of
Business Management to develop managerial skills, it is necessary that they
combine their classroom's learning with the knowledge of real business
environment.

I am extremely happy to place before the esteemed Teachers/Management the

Report of the project entitled "PERFORMANCE APPRAISAL".

It has not only helped me to enhance my knowledge about various fields of Human
Resources & Company responsibilities towards their welfare but also gave new
dimension to my knowledge about psychology & attitude of the Employees towards
the work & their duties.

5
 ABSTRACT

People differ in their abilities and their aptitudes. There is always some
difference between the quality and quantity of the same work on the same job
being done by two different people. Performance appraisals of Employees are
necessary to understand each employee’s abilities, competencies and relative
merit and worth for the organization. Performance appraisal rates the employees
in terms of their performance. Performance appraisals are widely used in the
society. The history of performance appraisal can be dated back to the 20th
century and then to the second world war when the merit rating was used for the
first time. An employer evaluating their employees is a very old concept.
Performance appraisals are an indispensable part of performance measurement.

6
 CONTENTS

LITERATURE REVIEW....................................................................................................................11
Performance Management System..................................................................................................11
Typical outcome of PMS in an organization....................................................................................12
PERFROMANCE APPRAISAL SYSYTEM AT RELIANCE...........................................................39
Objectives........................................................................................................................................39
Performance Appraisal activity (Employee Coverage)....................................................................39
PARTS OF PERFORMANCE APPRAISAL AT RELIANCE...........................................................40
Performance Assessment.................................................................................................................40
Competency and Value Assessment................................................................................................41
Personal Development Plan.............................................................................................................42
PERFORMANCE APPRAISAL PROCESS.......................................................................................43
Pre-Appraisal...................................................................................................................................43
Pre Appraisal Process Steps:............................................................................................................43
Performance Appraisal Process.......................................................................................................44
Employee Self Appraisal Steps........................................................................................................45
Part-Appraiser steps.........................................................................................................................45
Supervisors Steps.............................................................................................................................45
Direct Reports Review & Approval process....................................................................................46
Normalization Steps........................................................................................................................46
Normalization Instance....................................................................................................................47
Performance Review Discussion......................................................................................................48
DATA ANALYSIS AND INTERPRETATION...............................................................................................49
SUMMARY OF THE FINDINGS......................................................................................................62
OUTPUTS OF PERFORMANCE APPRAISAL SYSTEM..............................................................................64
Performance Appraisal....................................................................................................................64
Salary Increments............................................................................................................................64
LIMITATIONS IN RELIANCE FRAMEWORK............................................................................................65
CONCLUSION.......................................................................................................................................66
BIBLIOGRAPHY.....................................................................................................................................67
QUESTIONNAIRE..................................................................................................................................68

7
 INTRODUCTION

Once the employee has been selected, trained and motivated, he is then appraised for his
performance. Performance Appraisal is the step where the Management finds out how
effective it has been at hiring and placing employees. If any problems are identified, steps are
taken to communicate with the employee and remedy them.

“Performance Appraisal is a process of evaluating an employee s performance in terms

of its requirements”.

Performance Appraisal can also be defined as the process of evaluating the performance and
qualifications of the employees in terms of the requirements of the job for which he is
employed, for purposes of administration including placement, selection for promotions,
providing financial rewards and other actions which require differential treatment among the
members of a group as distinguished from actions affecting all members equally

Importance and Purpose

Performance Appraisal has been considered as the most significant an indispensable tool for
an organization, for an organization, for the information it provides is highly useful in making
decisions regarding various personnel aspects such as promotion and merit increases.
Performance measures also link information gathering and decision making processes which
provide a basis for judging the effectiveness of personnel sub-divisions such as recruiting,
selection, training and compensation. Accurate information plays a vital role in the
organization as a whole. They help in finding out the weaknesses in the primary areas.

Formal Performance Appraisal plans are designed to meet three needs, one of the
organization and the other two of the individual namely:

• They provide systematic judgments to back up salary increases, transfers, demotions

or terminations.
• They are the means of telling a subordinate how he is doing and suggesting needed
changes in his behaviour, attitudes, skills or job knowledge. They let him know where
he stands with the Boss.
• Superior uses them as a base for coaching and counselling the individual.

On the basis of merit rating or appraisal procedures, the main objectives of employee
appraisal are:

• To enable an organization to maintain an inventory of the number and quality of all

managers and to identify and meet their training needs and aspirations.
8
 • To determine increment rewards and to provide reliable index for promotions and
transfers to positions of greater responsibility.
• To suggest ways of improving the employee s performance when he is not found to
be up to the mark during the review period.
To identify training and development needs and to evaluate effectiveness of training and
development programmes.

Limitations:
 In view of the limited time available for the study, only the Training and
Development process could be studied.
 The sample size is too small to reflect the opinion of the whole organization.
 The answers given by the respondents have to be believed and have to be taken for
granted as truly reflecting their perception.

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 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE

The primary objective of my study at Reliance Trends to lay down the foundation of the
implementation of Performance appraisal.

SECONDARY OBJECTIVE

The objective of my study about employees Performance appraisal to improve the current
process of employees Performance appraisal at Reliance Trends.

• My another objective is to apply my learning in the area of Human Resources so that I gain
significant practical and Understand the nature and importance of Performance appraisal and
identify the various inputs that should go into any programme.

• Delineate the different stages in a Performance appraisal programme and describe each
step.

• Understand the need for and the ways of Performance appraisal.

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 SCOPE OF THE STUDY

The scope of the study includes Lower level employees in the organization. The
study aims at finding out the effectiveness of Performance appraisal methods
and suggests some measures to improve the Performance appraisal system.
Accurate Information plays a vital role in the organization as whole . It is a
formal procedure used in working organization to evaluate the personalities ,
Contributions and potential of group members. Adaptation refers to human
transformation to match with the organization needs. It is an act of changing
one’s behavior to make it suitable for a new purpose.

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 LITERATURE REVIEW

Performance Management System

Performance management is a procedure with the aid of which managers and personnel work
collectively to devise, screen and evaluate an employee’s work targets and general
contribution to the enterprise. Extra than just an annual performance assessment, performance
management is the continuous technique of putting targets, assessing development and
offering on-going education and comments to make certain that employees are meeting their
targets and profession dreams.

A powerful overall performance control system will:

 Be job specific, masking a vast variety of jobs within the business enterprise
 Align along with your agency’s strategic route and tradition
 Provide an accurate image of each employee’s performance
 Encompass a collaborative procedure for placing goals and reviewing performance
based totally on two-manner communicate among the employee and supervisor
 Display and degree outcomes (what) and behaviors (how)
 Include each advantageous comments for a activity nicely finished and constructive
remarks whilst development is wanted
 Ensure that employee paintings plans assist the strategic course of the enterprise
 Discover areas of improvements and establish plans for enhancing overall
performance
 Aid personnel in attaining their work and profession desires through figuring out
education wishes and development possibilities

The establishment of an effective overall performance control system requires time and
sources and therefore, the aid of the board, the executive director and different senior
managers. When developing a brand new performance control manner, a business enterprise
can strike up a committee made of employees, managers and board members to growth
purchase-in, understanding and help for the procedure.

Management support to behave upon the results of the overall performance management
system is also necessary to make sure that proper overall performance is recognized,
inadequate overall performance consequences within the essential aid and/or schooling to
enhance performance and continuously negative overall performance consequences in an
alternate of duties or termination, as appropriate.

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 Typical outcome of PMS in an organization

If overall performance control is applied efficaciously with precise targets tied to the strategic
and operational plan, organizational overall performance results in all likelihood will boom in
no time. For instance, if the CEO asked for a 3% growth in gross margin, this objective could
be cascaded right down to every branch, group and character which can influence the
increase in gross margin. Folks who are successful at accomplishing this objective get a
favorable evaluation, people who couldn't, gets a detrimental overall performance assessment
inside the absence of extenuating occasions. The method of overall performance control
therefore drives organizational performance consequences. Personnel that attain the
organizational goals are rewarded with beneficial critiques and bonuses in step with their
overall performance and contribution to the enterprise.

Communication:

The employee and the manager communicate more often and agree on modified objectives to
fit persevering with adjustments in conditions and priorities. This is an inclusive and
collaborative manner, which ensures that the worker feels he has no longer wasted the year.
The worker works toward specific goals which are relevant. If the employer is the use of a
overall performance management product that has an overall performance diary, both the
manager and worker attend the assessment assembly with copies of their performance diary
notes. This incorporates results to be evaluated. Given that each have content, they feel a
whole lot better prepared and strain is lower than in the event that they have been attending a
meeting no longer aware of the subject rely.

Everyone knows the guidelines:

Where there may be a nicely based performance management machine that is efficiently
communicated, both the employee and supervisor enter the procedure with better tiers of self-
belief as there are procedures to be followed. Personnel are assessed on success of targets
which have been simply diagnosed and agreed to. The final results is that both people have an
knowledgeable discussion and cognizance on success of both private and business goals, now
not on problems which are inappropriate.

Higher Recording Opens Up verbal exchange:

If the organization has a machine with an overall performance diary, then each party are
organized with relevant content material to talk about. This raises self-belief and reduces
pressure levels. Each events feel extra cozy and they could have a content wealthy and actual
discussion approximately performance.

Frequent conversation Reduces stress:

Given that those performance opinions occur greater regularly, the dialogue centers on
overall performance of objectives rather than being ruled via the personnel' wishes. The
needs of the business are mentioned extra regularly to gain particular overall performance

13
effects. This indicates both the employee and manager talk greater successfully and obtain
higher results.

Appraisals emerge as applicable for all with the aid of carrying out extra frequent critiques;
goals may be adjusted and changed to healthy converting business situations.

This dramatically increases the probability that the objectives are applicable and are capable
of being acted upon at some point of the performance period.

By performing common performance critiques, visibility is accelerated dramatically. Areas of

non-overall performance get hold of lots extra consciousness and attention and troubles may
be acted upon plenty faster. Most overall performance management structures offer reporting
as to who has or has now not performed their goals (departments and individuals).
Adjustments to objectives or method can then be made to make sure expectations may be
met. Alternately, expectations can be modified as suitable. By using reviewing extra often, all
managers and personnel start to devise and execute to certainly concept out goals. This
effects in higher resource control and allows managers to work at the enterprise, now not in
the enterprise.

Employee studying and development begins to happen:

Given that most overall performance management structures require managers and employees
to decide to a development plan, personnel enjoy real non-public improvement and end up
greater engaged with the enterprise. They sense a part of the organization and start to
remember the fact that they and the organization are interdependent. The corporation is
growing the worker and the employee is working closer to developing the corporation with
the aid of accomplishing its dreams. The majority of overall performance management
structures are capable of provide graphical compliance reviews. Consequently, the placing of
objectives and improvement plans for personnel can now not be not noted. Employees see
real planning, are concerned in placing significant objectives and feature input into personal
improvement plans which gain both themselves and the corporation. In all, this consequences
in an engaged body of workers who are extraordinarily committed to achieving real results
for the business enterprise.

14
 INTRODUCTION

 The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is India’s largest

private sector enterprise, with business in the energy and materials value chain.
Group’s annual revenues are in excess of U$$ 66 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 comerstone of the evolution and growth of
Reliance. Starting with textiles in the seventies. Reliance pursued a strategy of
backward vertical integration – in polyester, fiber intermediates, plastics,
petrochemicals, petroleum refining and oil and gas exploration and production – to be
fully integrated along the materials and energy value chain.

 The group activities span exploration and production of oil and gas, petroleum
refining and marketing, petrochemicals, textiles, retail, infotel and special economic
zones.

 Reliance enjoys global leadership in its business, being the largest polyster yarn and
fiber 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 its subsidiaries
and Reliance Industrial Infrastructure Limited.

15
 COMPANY PROFILE

Reliance in Retail:-
 Reliance Retail (RRL) is a subsidiary of Reliance
industries limited, which is based in Mumbai. RRL was
set up in 2006 and marks the foray of the Reliance
Group into organised retail.

 RRL has been conceptualized to include growth for farmers, vendor partners,
small shopkeepers and consumers. It is based on Reliance’s backward
integration strategy, to build value chain starting from framers to consumers.

Business Division:-
Reliance Retail Ltd has a number of company-owned outlets along with a franchisee
format that would be in collaboration with Kirana shop owners. Its various divisions are:

1. Reliance Mart:
It is designed to be an all under one roof
supermarket that again caters to household needs.

2. Reliance Fresh:
It was the first amongst various format stores to
be launched by Reliance Retail Ltd. The ideology behind the
initiative has been to bring “Farm to fork” thereby removing
middle men and benefitting both farmer and consumer. The
stores would typically be of an area of around 3,000-5,000 sq
ft. Each store is to provide fresh fruits, vegetables and also products of Reliance select
and other related groceries.

16
Reliance Super:
It will be a smaller version of the
hypermarket format. It is to offer over 10,000 products in
various categories like grocery, home care, stationery,
pharmaceutical products apparels & accessories. FMCG,
Consumer durables & IT, automotive accessories and
lifestyle products. Reliance Super stores are to be large
supermarkets with an area of 4,000 to 10,000 sq ft. And
will not sell fruits and vegetables like Reliance Fresh.

3. Reliance Digital:
It is a consumer electronics concept mega store. It is designed to be a one stop
shop for all technology solutions in the field of consumer electronics, home
appliances, information technology and telecommunications.

• The stores are to cover an area of more than 15,000 sq ft

and offer a variety of over 4,000 products spread across 150
brands along with solution bundles to meet diverse
customer needs. The staff will counsel and guide customers
not only to buy products but also provide complete
solutions to ensure consumers buy the right product at the
right price.

Reliance Footprint:

 It is a specialty footwear store that would offer over 25,000 pairs of formal, casual,
ethnic, party wear and sportswear in men, women and children
footwear. The store is to be spread over 7,500 square feet and be
dedicated to footwear, handbags and accessories.

 The design of footprint was conceptualized by Pavlik of USA which is one of the best
design house in the world keeping in mind the taste and preferences of the Indian
consumer. It shall offer brands from Europe and America like Josef Siebel, Rockport,
Hush puppies, Lee Cooper Clarks, Levis, Nike, Adidas, and more. For kids, Cross and
Disney will be showcased.

17
4. Reliance Jewels:
• It is a stand-alone fine jewellery format. It is to be a one stop shopping destination for
the jewellery. Reliance Retail ventured into gems and jewellery
trade the aim of launching 300 stores all over India within a 3
year time frame. With a growing demand for jewellery and
lower competition.

 The gold jewellery range shall include Kolkata filigree, Rajkot minakari jewellery,
Kundan from jaipur, temple jewellery from Kerala, Jaadu from Amritsar and more. In
Diamond jewellery, Reliance Jewels will offer the finest quality of diamonds and the
widest range of daily wear, party wear and wedding designs.

Reliance Trend:
• It is a specially apparel store that will sell men, women and children’s garments. The
store will carry the best of national and international brands like John players, Peter
England, Indigo Nation, Wrangler, Rebook, and Lee,
apart from in-house brands.

• The store layout is to compliment the evolving taste

and preference of fashion savvy consumers, giving
them an opportunity to view shop with ease, along with well trained customer service
associates, to compliment the entire shopping process. Reliance Trends is operation
with 123 stores across the country, providing employment to so many people and
planning to launch many new stores.

18
 Company Profile

Company : Reliance Retail

Subsidiary Company : Reliance Trends

Founded : 2007

Headquarters : Mumbai

Chairman and Managing Director : Shri Mukesh Ambani

• The Appeals Luggage and accessories division of reliance retail has

announced the launch of their first Apparel speciality store ‘Reliance
Trends”.

• All the Reliance Trends stores located at different places across Bangalore
offer some of the best Indian and International brands with each store’s area
of more than 15,000 sq. Ft. Of shopping area, and has been designed and
furnished by the best of the international design agencies to offer a high style
and lavish experience to the Indian consumer.

• The store layout compliments the evolving tastes and preference of fashion
savvy consumers, giving them an opportunity to view/shop with ease, along
with an army of well trained customer service associates to compliment the
entire shopping process.

• Riding on the tremendous success of Reliance Mart at variuos locations

across India, the apparel division of Reliance Retail is well on track to
democratise and make it attainable to the masses.

• This is being possible by the extraordinary design pool of Indian and

international designers, integrating the international design trends and
preferences of the Indian consumers.

• The company is offering solutions to common maintenance problems

through its state of the art innovative products like Ever White Shirts,
Wrinkle free range of garments, aromatic clothes for infants and quick-dry
sportswear that ensures optimum moisture management.

19
• Product quality has been ingrained into the DNA of Reliance Trend and is
integral to the mission of “Grahak Devo Bhava”. The quality system are
designed, implemented and monitored as per international standards by a
highly competent team of professionals.

• To deliver the customer the best value for their money. Only those products
that demonstrate an exemplary safety and quality meeting both implicit and
explicit needs of the consumer are approved for purchase.

• Some of the quality standards that are being followed are American
Association of textiles, chemists and colourists. American Standard, ISO and
BIS methods.

• For the first time in organised retail, Reliance Trends introducing Made to
Measure tailoring service offering customised fits to all the customers
buying fabric from the store at prices compatible to neighbourhood tailors.

• Reliance Trends offering a homogenous mix of private label of brands

across men’s, women’s, and children’s category to fulfil every customer’s
requirements.

• The Network range of garments comprises of formal office wear and

collection for men and women, while the Netplay range, showcases a smart
casual collection for the evolving workplace. The DNMX range has been
developed with a clear focus on the youth of India, offering them exclusively
crafted fashion garments like Denims, T-shirts etc.

• Sparsh range of Indian wear for women, offers the finest collection of
salwar kurtas, churidars and a fast evolving Mix and Match range of
garments. An exclusive label Panda has been developed for toddlers, while
the FRENDZ range of garments would complement the wardrobes of the
growing generation of boys and girls.

• Apart from this private label, the store is also offering some of the most
renowned brands in the country like Levis Strauss Signature, Peter England,
Indigo Nation, American Tourister, John Players etc. Some designer labels
either directly or through their sub brands most of these exclusively for
Reliance Trends.

• Continuing the tradition of reaching out to the middle class of the country,
the current offering from Reliance Trends is easily affordable to the Indian
consumer. The specific private label called First Class, is designed to cater

20
 to the range of garments cutting across men’s, women’s, and children’s wear
to deliver extreme value to the Indian consumers.

• Taking forward the voice of Shri Mukesh Ambani, Chairman & Managing
Director, Reliance Industries Ltd, Reliance Trends deliver unmatched
affordability, quality and chain of products services to the consumer.

• Reliance Retail continues to fine tune its offering and listening to its
customers and learning from them. This as the Chairman envisions, will be
the beginning of transformation of Indian Retail with benefits for the
consumer.

Private labels by Reliance Trends

External Brand In Reliance Trend

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RELIANCE INDIAN BRAND:-

Private Brand External Brand

AVASA ASHMITA

SIYAHI STYLE BY PRAFUL

WILLOW FASHION TADKA

GO COLOURS

Product Profile

1. Men’s Wear- Men Formal

Private Brand:

• NETPLAY
• NETWORK
• PURIZA

22
External Brand:

• London Bridge
• Vivaldi
• John Players
• Peter England
• Network
• Vimal
• Crimsoune Club
• Turtle

Men’s Casual:-

Private Brand:

• DNMX
• TEAMSPIRIT
• PERFORMAX

External Brand:

• PROLINE
• DUKE
• CLASSIC POLO
• TAANZ
• TWILLS
• FLYING MACHINE
• JOHN PLAYER
• LEE COOPER
• PARX
• KILLER

2. Women’s Wear:-

Private Brand:

• PERFORMAX
• TEAMSPIRIT
• RIO
• HUSS
• DNMX
• AVASA (Indian Wear)
• FUSHION
• GRAPHITE
23
External Brand:

• CRIMSOUNE CLUB
• FUSHION TADKA
• TAANZ
• SIN
• FLYING MACHINE
• MONTE CARLO
• LEE COOPER
• RECAP JEANS
• KRAUS

KID’S Wear:-

BOYS

Private Brand:

• TEAMSPIRIT
• FRENDZ
• DNMX
• POINTCOVE

GIRLS-

Private Brand:

• TEAMSPIRIT
• POINTCOVE
• FRENDZ
• AVASA
24
 SWOT ANALYSIS:-

STRENGTH:
 Lower Price
 Coupons, Voucher
 Promotional Products
 Good Quality
 Value to money
 Understanding the customer needs
 Implementation of the pint theory
 Offer on national holiday like 15 august, 26 jan, 16 june.
 Ultimate offer (offer for the whole year)

WEAKNESS:
 Repeated Collections
 Not Much Collection
 Lack Of Awareness

OPPORTUNITIES:
 New Products: Expanding Beyond Clothing To Include More Shoes, Handbags
25
  Catalogs
 Removing The Products Which Are Not Selling Much

THREATS:

 There Is A Competition From Stores Like Life Style, Pantaloons, Shopper’s Shop Etc.
 Many stores Have To Open.

CUSTOMER SATISFACTION

 Customer service is the provision of services to customer before, during and after aIts
purchase. According to Turban “Customer service is a series of activities designed to
enhance the level of customer satisfaction – that is the feeling that a product or service
has met the customer expectation.”

 Its importance varies by product, industry and customer; defective or broken

merchandise can be exchanged, often only with a receipt and within a specified time
frame. Reliance Trends will often have a desk or counter devoted to dealing with
returns.

 Exchanges and complaints, or will perform related functions at the point of sale; the
perceived success of such interactions being dependent on employees “who can adjust
themselves to the personality of the guest.”

 Customer service plays an important role in an organization’s ability to generate

income and revenue. From that perspective, customer service should be included as
part of an overall approach to systematic improvement. A customer service experience
can change the entire perception customer has of the organization.

 Customer support is a range of customer services to assist customers in making cost

effective and correct use of a product. It includes assistance in planning, installation,
training, trouble shooting, maintenance, upgrading, and disposal of a product.

26
  A multi-task position drawing on extensive CUSTOMER SERVICE experience to
advance a proven track record for developing and maintaining key accounts and
improving department efficiencies.

Obejectives of Customer Services

 Provide customers and staff with clear standards and expectations.
 Ensure all the customers contact reaches appropriate conclusions.
 minimize incidences of repeat contact
 Seek to provide a seamless service for customers.
 Provide equal and easy access to our services at a time, place and channel that meet
the needs of residents, businesses and other stakeholders.
 Cater for customers needs irrespective of age, gender, physical or financial ability,
ethnic, origin, race, religion or geographical location.
 Provide a prompt, courteous and knowledgeable response to all customer enquiries.
 Equip our staff to provide customers with an excellent standard of service.

 Enable our customers to provide feedback easily, through complaints, customer

surveys, etc.
 Use customer compliments, comments and complaints to drive improvements to
service.
 Improve the speed, quality and consistency of response to enquiries by having our
information in a format that can be easily accessed.

Customer Segmentation of Reliance Trends:--

27
  Reliance trends target higher & upper middle class customers.

 The large and growing young working population is a preferred customer segment.

 Reliance trends specially targets working women & home markets who are the
primary decision maker.

 Reliance also targets on the young population of the country as they will follow
fashion mostly and of reliance promotes itself as the India’s largest fashion destination.

 Good customer service is the lifeblood of any business. You can offer promotions and
slash prices to bring in as many new customers as you want, but unless you can get
some of those customers to come back, your business won’t be profitable for long.

 Good customer service is all about bringing customers back. And about sending them
away happy – happy enough to pass positive feedback about your business along to
others, who may then try the product or service you offer for themselves and in their
turn become repeat customers.

 Customer Satisfaction, business term of how the products and the services supplied by
the company meet or surpass the customer expectation. It is the key performance
indicator within the business. Customer satisfaction can greatly achieved by imparting
Customer Relationship management (CRM) in the company.

BUSINESS TECHNIQUES OF CUSTOMER SATISFACTION:-

 One of the key customer satisfaction techniques is the need to provide front line
employees with the ability to respond to customer situations quickly without the end
to ask for permission.

 Innovation drives customers’ satisfaction. As customers needs keep changing, an

innovation-driven company is capacitated to exceed customer’s expectations.

 To provide after sale services.

 Listen actively and carefully.

 Anticipate that the customer will be asking questions. They may be easy, they may be
hard.

28
  But encourage them anyway. If you can’t provide an answer, promise to find out the
answer from someone who can.

 Be patient, look from the customer’s point of view and work from there. This point
of view will always give you the best outlook on the situation.

 Always keep a smile on your face when dealing with customers which can lead to
customer satisfaction. This positive attitude can ruub off and turn a potentially
negative situation into a positive experience.

RECENT METHODS THAT TODAYS FIRM ADOPT TO INCREASE

THE CUSTOMER SATISFACTION:--
In order to stay competitive and remain profitable, businesses have to focus on the quality of
their customer service. Companies that invest time, energy and money into developing and
nurturing quality so customers can have a

satisfactory experience are going to be more profitable and better likely to experience more
sustained growth over the long-term.

Customer Care:
 Something which is done even after the product is purchased. Many companies
are interested is knowing the reasons why consumers have purchased the goods
and services or even the goods are not purchased.

 Managers interested in customer care try to collect a database as to why the

customers have purchased the competitors product and service and what will be
the level of satisfaction if it is introduced in our product or service.

Customer Focus:
 When everyone in the organization make efforts to focus the activities towards
the satisfaction of the customers right from the stage of new product planning
and to product modification to the stage of elimination of the goods and
services everything revolves around the customers.

29
Customer Service Training:
 Another strategy to improve customer satisfaction is to invest in customer
service training. All employees should be on board with how to treat customers
and help them gain a valued experience.

 The experience the people have received is the most important aspect in selling
pure services or services with tangible goods. Once the customer is satisfied
with the service his loyality towards that product or company is at its peak.

Communication:
Communication with customers is also important. It’s a good idea to always
provide customers with ways they can contact you and offer ways to contact them. Offering
e-mail, telephone line, web contact or other ways for customers to offer comments and
complaints is of value.

Customer Relationship Management (CRM) software:-

 Customer Relationship management is a process of managing detail
information about individual customer and carefully all the customers
touch point with the aim of maximizing customer satisfaction and
customer loyality.

 Customer Relationship management has become a strategy many

companies employ to help increase customer satisfaction. Through using
CRM tools and accompanying philosophy, business can examine and
analyze what customers want and strive to meet this demand before they
even walk in the door.

BENEFITS:-
 CRM aims at individual customers. It tries to develop customers’ relationship by
looking into his needs and requirements.

 CRM helps in two way communications by understanding the message of the

customers and responding to it.

 CRM helps to customize the products and thereby reducing the rate of customer
defection.

30
  CRM tells the company what product or services the customer needs today and
what it will need in future.

Ask For Feedback:

 Being interested in customer feedback is always a valuable practice to engage
in to increase customer satisfaction. What better strategy and technique to find
out how to satisfy customers than to ask them?
 Talking to customers as they shop, and then following up with calls or e-mails
are all good ways to get feedback.

Creating Customer Delight:

 Customer delight is when the standard of the goods and services are much
higher than the expectations of the customers; this not only satisfies them
but surprise and delights them.

 Customer delight depends on the reliability factor of the company. This is

the ability to perform what has been promised to the customer. Companies
who focus on customer delights should be dependable and have accuracy
in delivering the services to the customers.

Promotional Strategies:-
 Product Promotion is one of the necessities for getting your brand in front of the
public and attracting new customers.

 The promotion strategy is the most visible marketing strategy.

 It is designed to get the attention of prospective customers and convince them to buy
from your business.

31
  Promotion is communication intended to persuade, inform, or remind a target
audience about a business or its products.

 The promotion strategy

involves planning,
determining the right
promotional mix, and
selecting specific promotional
activities.

Promotional Objectives:
Promotional Objectives is part of an overarching marketing strategy. Creating a
brand identity with imagery, and slogans is the first stage of a marketing campaign, followed
by expanded messaging, either directly through personal email marketing communications or
through social media.

Promotional Budget:-
A specified amount of money set aside to promote a business' or organization's products
or beliefs. Promotional budgets are created to anticipate the essential costs associated with
growing a business or maintaining a brand name.

Promotional Mix:
Promotional mix the combination of different promotional elements that a company
uses to reach and influence potential customers.

Advertising:
The paid non personal presentation of ideas, goods, or services directed at a mass audience by
an identified sponsor by means of print and broadcast.

Types of Advertising-

32
  Specialty items
 Internet
 Radio
 Television
 Outdoor advertising
 Magazines
 Newspapers

Publicity:
 Means calling attention to yourself and your business. Placement in the media of
newsworthy items about a company, product, or person.

 Public relations may generate unsolicited publicity when such activities are
reported by the media. Public relations activities designed to create goodwill
toward a business or control damage done by negative publicity.

Personal Selling:
 Personal selling is where business use people to sell the product after
meeting face-to-face with the customer. The sellers promote the product
through their attitude, appearance and specialist product knowledge. They
aim to inform and encourage the customer to buy, or at least trial the
product.

 Personal selling is the most traditional method, devised by manufactures,

for promotion of the sales of their products.

 Personal selling used to be the only method used by manufacturers for

promotion of sales.

Need for personal selling:

 Requirements of product demonstration
 Illiterate prospects
 Traditional necessity of personal selling
 Emergence of an entirely new type of product
 Need to develop relations with customers
 Source of marketing research data
 To remove misconceptions caused by competitive advertising

33
Sales Promotion:-
 One type of sales promotion may be to include a premium with a purchase.

 Premium any item of value that a customer receives in addition to the

good or service purchased; designed to attract new customers or build
loyalty among existing customers, they may include coupons and gifts.

 Some companies give a rebate on purchases. Rebate a return of part of

the purchase price of a product used as an incentive for customers to
purchase the product.

Types of Sales Promotion:

 Displays
 Premiums
 Rebates
 Samples
 Sweepstakes and contests

Promotional Activities by Reliance Trend:-

 Reliance Trends is doing different types of promotional activities with a main aim
bringing in more customers into the stores.

 Reliance is focusing on attracting customers through different types of walk in driven

activities.

 Media plan
 Trend stylish
 Seasonal offers.

1. Media Plan:-
Media plan involves communication through different media such as
 Print media
 social media
34
  Radio
 Cinema
 Outdoor communication.

Print Media:
Reliance trends is using the print media as one of its promotional activities, Reliance
spends lot of money in printing its advertisements in the most major new dalies. The
advertisement will be printed mostly on the weekends (Friday, Saturday and Sundays)
in such a way that the advertisements
will grab the reader’s attention and
making them to come into the stores,
which will not only increase the football
of the store but also increase the revenue
by attracting the people to make a
purchase.

Social Media;-
 With the ever increasing usage of internet in the country, most of the population using
the social networking sites such as Facebook, twitter.

 Reliance is having its own brand

pages and groups in the facebook with
the help of which Reliance is doing
some campaigns in the social
networking sites for promoting its
brands, new offers and creating brand
awareness to the people.

Radio:
 Reliance trends is having own radio
channel called Radio trends which will
announce the offers in the stores all

35
 the time, making the customers who enter the store to know about all the
offers.

 Other than its own radio channel Reliance trends is using some other radio
channels for its promotions. In the radio channels like Radio mirchi, big fm,
radio city etc.

Cinema:-

 Reliance trends is using cinema plan

as one of its promotional activities,
they are selecting the best multiplexes
and single screen theatres in the
catchment areas where the
multiplexes and the single screen
theatres are popular and more people
will be visiting these multiplexes.

Outdoor Communication:-

 Reliance trends are using banners and Hoardings as the outdoor communication.
Reliance is placing the attractive banners and Hoardings with its offers in the best
catchment where the flow of population was very high.

 Reliance trends also uses cluster boarding’s in the key traffic junctions in the main
cities in the way it will dominate the location and catch the attention of the people
who are passing by the way.

Trend stylish:-

36
  Reliance will hire 2 or 3 volunteers for engaging the crowd in the malls and
the catchment locations.

 The volunteers will find out the well dressed, good walking, good looking
person and stylish person and
immediately will give that
person discount voucher and
announce them as the Trends
Stylish by announcing them
as Trends Stylish.
 All the people who got the
discount voucher will come
back to the stores to redeem
the coupons.

Seasonal offers:-

Reliance will also do more promotions for

the seasonal festivals like children day,
Fathers day, Valentine’s Day, Mothers day,
Independence Day etc with different types of
discounts and offers related to that specific
day of festivals for bringing in more
customers into the stores.

The Reliance One Card (“the Card”) is issued by and remains the property of
Reliance Fresh Limited (“Reliance”).

1. Reliance One Membership Program

(“Program”) upon Reliance
37
 accepting the application form overleaf duly filled in by the applicant with
true, accurate and complete information and submitted at the retail outlets of
Reliance’s affiliate participating in the Program (“Store”), along with all
necessary documents as specified by Reliance.

2. A person’s application for enrolment in the Program or use of the Card shall
be deemed to be acceptance of the terms and conditions set out herein and
additional terms and conditions specified by Reliance from time to time
(“Additional Terms and Conditions”) and available at the Store upon request.

3. The applicant/ the user of the Card (“Member”) hereby acknowledges that
he/she has understood and accepts the terms and conditions set out herein and
the terms and conditions available at the Store and agrees that the same will be
binding upon him/her and he/she shall not dispute the same.

4. Members shall be entitled to earn the points only at the Stores on purchase of
goods and/or services from such Stores, and payment in respect thereof, in
accordance with policies and/or schemes introduced or prevailing at the time
of use of Card (“Points”).

5. Card should be presented to the cashier or authorized personnel before billing

or completion of transaction to earn Points, failing which points will not be
credited and Reliance shall not be responsible for the same.

6. Detailed Terms for use of Card, accumulation of Points, validity of Points and
process of redeeming the same are set out in the Additional Terms and
Conditions (available on request at the Store) and the policies and/or schemes
introduced or prevailing at the time of use of the Card.

7. Reliance will not be responsible for any loss of Points due to loss or misuse of
the Card.

8. Points cannot be encased

9. a ) To any affiliate/associates/partners/group companies/agent/ sub-contractor

of Reliance and/or to any person or entity for developing or communicating
any offers or services, unless otherwise duly informed by the cardholder at the
designated customer service helpline of Reliance.

38
10. To the extent required to be disclosed by operation of law, any regulatory
authority or any binding judgment, order or requirement of any court or other
competent authority. Cardholder hereby unconditionally permits such
disclosures.

11. Reliance reserves the right to change/amend/add/delete/modify, without

assigning any reasons therefore terms and conditions of the Program including
without limitation the rate of awarding Points, the rate of redeeming Points,
validity of Points are the qualifying purchases from time to time.

39
 RESEARCH METHODOLOGY
MEANING OF RESEARCH:-

Research as “ the manipulation of things, concepts of symbols for the purpose of generalizing
to extend, correct or verify knowledge, whether that knowledge aids in construction of theory
or in the practice of an art.” The Research Methodology followed for further work can be
primarily classified into two stages namely Exploratory and Descriptive. The stepwise details
of the research are as follows:

Stage - I

Exploratory Study: Since we always lack a clear idea of the problems one will meet during
the study, carrying out an exploratory study is particularly useful. It helped develop my
concepts more clearly, establish priorities and in improve the final research design.
Exploratory study will be carried out by conducting:

Secondary data analysis which included studying the website (www.wikipedia.com) of the
company and also going through the various articles published in different sources
(magazines, books, internet, newspapers) on Small and Medium Scale Enterprises and
Performance Appraisal process. Experience surveys also conduct with Assistant-Manager
Human Resources and the General Manager of Reliance Trends to gain knowledge about the
nature of Performance Appraisal process followed in the organization.

Stage – II

Descriptive Study: After carrying out initial Exploratory studies to bring clarity on the
subject under study, Descriptive study will be carried out to know the actual Performance
Appraisal method being followed. The knowledge of actual Performance Appraisal process is
needed to document the process and suggest improvements in the current system to make it
more effective. The tools used to carry out Descriptive study included both monitoring and
Interrogation.

Sample Selection : To know the Performance Appraisal process of the Reliance Trends, for
identifying through Exploratory and Observational studies that the Assistant Manager Human
Resources, the General Manager at Head office and The Esteemed Managing Director of the
company are the right persons who provides training to the employees.

Research has shown specific benefits that a business receives from its workers, including:

• Increased productivity.

• Reduced employee turnover.

• Increased efficiency resulting in financial gains.

40
 PERFROMANCE APPRAISAL SYSYTEM AT RELIANCE

Employees want to be appreciated for the hard work they have put in and a tool like
performance evaluation provides the mechanism for creating a pay-for-performance culture
within an organization which further ensure creating a loyal, result oriented and motivated
workforce

At Reliance Retail, Performance Evaluation is the formal process through which an

employee’s contribution (performance, competencies) is appreciated with reference to
established goals undertaken over a period of time to establish the employee’s performance,
his developmental needs and suggest improvements through a structured process

Objectives

 To assess the performance of employees’ against set goals and objectives

 To identify the Performance Appraisalal needs of the employees
 Create employee performance data base which would aid the organization in making
various people related decisions

Performance Appraisal activity (Employee Coverage)

The annual Performance appraisal cycle at Reliance covers the following employees:
 All Confirmed Employees as on 31st November 2021
 For people who have joined before 31st November 2021 and are not confirmed, this
online‐appraisal will act as Annual Appraisal plus Appraisal before confirmation as
well. Hence no need of a separate Appraisal before Confirmation.
 Employees who have been transferred from RIL Group Companies to Reliance Retail
on or before 31st November, 2021

41
 PARTS OF PERFORMANCE APPRAISAL AT RELIANCE

Performance appraisal at Reliance consists of:

Performance Assessment

Performance of an individual is evaluated against set goals and objectives during the
concerned year under consideration.

All the employees will be assessed on a minimum of 5 goals and objectives on a 5‐pointrating
scale ranging from:
1 – Does Not Meet Performance Expectations’ to ‘5 –Significantly Exceeds Performance
Expectations’, which will be converted to a 3point scale for the Overall Performance Rating
by the system.
The logic behind the conversion is a simple average of the ratings:
 Average up to 2.5 (including 2.5) ‐ Overall rating is Below Plan
 Average between 2.6 ‐ 4.5 the Overall rating is On Plan
 Average between 4.6 ‐ 5 the Overall rating is Significantly Above Plan
However, the supervisor has the rights to recommend a different overall rating than the
oneprovided by the system with adequate justification.
This overall performance rating forms one of the inputs to the contribution rating.

42
Competency and Value Assessment

Competency is the combination of knowledge, skill, and attitude, behavior that are essential
to perform a job effectively and diligently and differentiate superior performers from average
performers.

In the current Performance Appraisal Activity an individual will be assessed on RR’s current
8 generic competencies applicable for a career group. These competencies have been arrived
at through extensive research and deliberated discussion.

Each competency has 2 parts:

a) Definition – the generic definition of the competency, which remains common across all
domains

b) Behavioral Descriptors –the behavioral manifestations of the competency. These are

observable and an employee is assessed on the frequency at which he displays these
behaviors.

Each behavioral descriptor is rated on a 5‐point frequency scale ranging from ‘Never’
to‘Always’. The ratings for a particular competency are averaged to give an Overall Rating
for the Competency on a 3‐pointscale (1 – Needs Improvement, 2 – Meets Expectations, 3 –
Exceeds Expectations). All competencies that have a rating of 1 will get added into the areas
of improvement in the PDP
The Overall Competency Assessment is on a 3‐point Scale –
 Needs Improvement,
 Meets Expectations
 Exceeds Expectations.

This rating forms the second input to the contribution rating.

43
Value Assessment

To create a culture of trust, ownership and achievement, it is essential that every employee
strives to live up to the organizational value. Organizational values are critical to the success
of the Reliance and form an important part of the Performance Management System.
Value Orientation is rated on a 2‐point Scale – Lives the Values & Does Not Live the Values.

Personal Development Plan

The Personal Development Plan (PDP) captures the identified development gaps and the plan
of action for the employee. The PDP is mutually arrived at by the employee and his/her
supervisor. It forms the basis for identifying the Performance Appraisal plan for the
employee.

The inputs for the PDP primarily come from the Performance Review Committee/ Discussion
between the Supervisor & the Employee. The plan may be in terms of Project
reassignment/Job rotation, coaching and Training that may be required to improve
performance. This rating forms the third input to the contribution rating.

44
 PERFORMANCE APPRAISAL PROCESS

This is the point at which the execution of the employee is surveyed and talked about in
intensive subtle element, with the supervisor imparting the shortcomings and qualities seen in
employee thus, furthermore recognizing open doors for the representative to grow
professionally.

Pre-Appraisal
It’s very important to enter the system so as to avoid any kind o discrepancies in future. It
validates the whole performance appraisal process

Link for PMS for employee

Employee informs the OMS

NO
Validation Manager for correction of data
of date

YES

Link for PMS for employee

Pre Appraisal Process Steps:

1) Employee signs onto RConnect and clicks on the PMS link

2S/he proceeds with validation of basic information, for example, Name of the appraisee and
that of the R1

3) If any errors in the data are observed, the respective TE manager is informed about the
same. The data is corrected and a new form with correct details is sent

4) Employee then begins with the Self Appraisal

45
Performance Appraisal Process

At this stage Reliance Industries has unique step to conduct self-appraisal first and part
appraiser if required in the process. Only after getting confirmation from the Supervisor’s
supervisor the normalization process begins
Completion of self-Appraisal by
employee

Submit Form

Involvement of
part appraiser

Formality completion by Part

Supervisor conducts Performance Appraiser on concerned project
Review discussion with employee YES

Provision of overall scoring and

rating by supervisor

NO
NO Update Ratings if needed
Validation of
congruency between
performance rating and
contribution Norm in
Organisation
Submission of Form
YES

Supervisor’s supervisor approval on Supervisor updates according to

performance ratings orders
Revert

Approval
Normalization Process begins

46
Employee Self Appraisal Steps

 Employee has to fill in at least 5 goals and objectives in the space provided
 Employee provides rating to each of the goals and objectives in relation to the his/her
performance on various parameters after having an overview of the rating
 Employee can attach documents or provide comments in section of employee
comments
 Proceeding further the employee on completion of the Part-1 of Appraisal Form in
Performance Assessment, He/she then moves to Competency Assessment
 In competency Assessment he/she gives rating under the eight competencies as per
Rating scale
 Competencies should be well supported by critical incidents
 Employee entails the training needs accomplished and mentions perceived
development plan to improve performance
 He/she can select a Part Appraiser (Up to 4): Part Appraisers are supervisor other than
the current superior which the employee would have worked during the assessment
period

Part-Appraiser steps

 The Appraiser logs on the PMS link provided

 Part appraiser assess according to the goals and objectives of the employee.
He/she may use self-rating so as to anchor his/her own rating
 He/she submits the form which henceforth forwarded to the supervisor which is
conducting the appraisal

Supervisors Steps

 Superior logs on the PMS link

 He/she gives rating to all the goals and objectives of the employee, in this process he
may use self-rating to anchor his/her ratings
 In Competency Assessment part , the supervisor r gives rating to each of the eight
descriptive competencies
 Henceforth discussion with supervisors direct report , wherein they discuss
 Goals and objectives of employees
 Competency rating
 Employee Development Plan
 Arrival of training program as per the Appraisal Form
 On completion of the all the appraisals of the superior , the PMS Manager will start
on the normalization process with the help of report form SAP in relation to ratings
for all employee under the concerned superior
PMS Manager checks that the Normalization Norm is being met thoroughly

47
Direct Reports Review & Approval process

 Direct Reports logs on PMS Links

 Reviews the form and the rating provided by supervisor
 Entail justification in following areas:
 Comparison between employee Self Rating and Supervisor rating
 Comparison between part appraiser and supervisor rating
 Comparison of system generated rating and supervisor rating
 Revert the form in case of any discrepancies
 Closure in cases where approval is given by the rater

Normalization Steps

It is the relative ranking phase. The superior signs off normalization at state level and at
business function level for people in corporate roles

 Post completion of the PMS system by all the employees in the state – State HR Head
initiates normalization process
 Here the PMS Manager provides the supplementary documents such as the excel
summary to facilitate normalization process

48
Normalization Instance

In scenario of 1oo employees in a state this how the normalization will be preceded

49
Performance Review Discussion

It is a description outlay of the performance of appraisee with the appraiser

 It will have feedback mechanism

 Resolve any problems if there on board
 Outcome should be Development & performance management

Illustration of a Performance Management System

50
 DATA ANALYSIS AND INTERPRETATION
1) Have you worked in any other Company prior to joining this Organization?
35

30

25

20

15

10

0
YES NO

DATA

1) YES-32
2) NO-18
Analysis
Thirty-two employees (i.e. 64%) have some amount of prior work experience before joining
Reliance Trends. Most of them are diploma holders in animation and were not aware of the
existence of such an industry. They came to know about the same only after seeing the
advertisements of the company in the newspaper. This also means that even though most of
them have worked prior to joiningReliance Trends, they do not have any hands-on experience
of the kind of work carried out by Reliance Trends. This fact can also be interpreted as
having no valid work experience at all prior to joining the Organization.

2) Were you informed about the Performance Appraisal model, used in the Organization,
during your induction?

51
 27

23

1 0 0 2

Data

1) Yes-27
2) No-23

Analysis

Due to the fact that most of the employees have got no experience in this sector before,
they did not ask about the Performance Appraisal model used in the Organization. The
respondents that said that they were informed of the model during the interview were told
so at the discretion of the interviewer. The company has however made it a point to inform
the employee about the model before he signs the acceptance letter. This prevents any
ambiguities and misunderstanding about what is expected of the employee before he joins
the Organization.

3) How do you find the Performance Appraisal Model in this Organization?

52
 37

33
32

18
17

13

1 2 3 4 5 6

Data

1) Simple-37 2) Complicated-13 3) objective-17

4) Subjetive-33 5) Efficient-32 6) Inefficient-18

Analysis

From the above chart it can be inferred that, a majority of the sample respondents have
found the Appraisal Model to be simple and efficient on one hand but also subjective on
the other hand. The Appraisal model has been thoroughly dealt with during the training so
the employees know exactly what is expected of them. The HR department follows an open
door policy which ensures that any queries regarding the policy can be clarified to the
employee s satisfaction. But the employees are of the opinion that the subjective nature of
the Appraisal system is one of the main disadvantages. The fact remains that due to the
kind of work carried out by Reliance Trends, it becomes quite irrelevant to appraise on an
objective basis.

4)In your opinion, does the Performance Appraisal System give a proper assessment of
your contribution to the Organization?

53
 28

27
27

26

25

24

23
23

22

21
1 2

Data

1) Yes-27
2) No-23

Analysis

About 54% of the respondents say that the Performance Appraisal System does give a
true and fair view of their contribution to the Organization. This does include employees
who think that their rating does not always turn up to be correct as per their opinion. The
group of respondents who have replied in the negative, also include candidates who say
that the appraisal does not turn out to be right most of the times but do show a fair view
sometimes. Since the appraisal is done o a quarterly basis and most of the candidates have
not gone through more than 2-3 rounds of appraisals, the data may not be entirely
sufficient to reach any conclusions.

5) How often does your Performance assessment match to your expectations?

54
 20

13

8
7

2
1 2 3 4 5

Data

1) Never-2 2) Rarely-8 3) Sometimes-13

4)Often-20 5) Everytime-7

Analysis

This question was purposely put into the questionnaire to validate the answers for the
previous question. The breakup of the data clearly shows that 4% of the entire sample
state that their appraisal have never shown a fair view of their performance. If this can be
combined with those who are of the opinion that their appraisal rarely matches up to their
expectations, this figure goes up to consist about 20% of the population. That shows that
80% are satisfied with the present system even though this includes satisfaction in
varying degrees like the appraisal matches up to the respondents expectations sometimes,
often or every time.

This does show that the satisfaction level of the employees in this system is quite high
and that there is a general feeling of likeability among the respondents.

6) According to you, how often should the Performance Review take place?

55
 17

14

12

4
3

1 2 3 4 5

Data

1) Once in a week-14 2) Once a month-17 3) Every 3 months-12

4)Every 6 months-3 5)Once a year-4

Analysis

Performance appraisal review is a constant process and lesser the frequency between
the appraisals, the better. The majority want (i.e. 86% which includes the first 3
options only) the frequency of the appraisal to less than 3 months. The employees say
that the longer the frequency between appraisals, the more the chances of the
appraisal not matching up to their expectations because many performances get
overlooked. If the appraisal is done on a more frequent basis, the employee has a
chance to find out the gaps in his / her performance on a more regular basis which
will help them to improve more on their performance and thereby eliminate waste.
The appraisal does not necessarily have to be a formal one. Even informal
performance appraisals done between formal appraisals but on a more frequent level
will most certainly help and go a long way in improving performance.
7) What is your Satisfaction level with the current Appraisal System?

56
 28

13

5
4

01 2 3 4 5

Data

1) Very low-0 2) low-4 3) Average-13

4)High-28 5) Very High-5

Analysis

The satisfaction level of the Appraisal system is quite high as can be seen from the graph.
This is a good sign as increased level of satisfaction is the main emphasis of any appraisal
system. The curve tops at the rating of high and this includes about 56% of the population.
The bell curve shows that 92% have rated the Appraisal system as average , high or very
high . The high Satisfaction level in the System could also be due to various reasons like
monetary or non-monetary incentives or growth parameters. The satisfaction level also
brings to light the efficiency of the management in devising an acceptable Appraisal system.

8) Which are the areas that should be improved upon?

57
 25
23

12

1 2 3 4

Data

1) Standards-12 2) Monetary Incentives-25

3) freq of Appraisal-23 4) Appraiser-3

Analysis
This question breaks up the different phases of the appraisal system and tries to come to
derive a conclusion as to the areas of improvement in the process of evaluation. Fifty
percent of the respondents say that there should be a change on the aspect of monetary
incentives. This does not refer to an increase in the monetary incentives but a more
reasonable incentive structure that will properly reward increased and efficient
performance. The frequency of appraisal is another aspect that needed review. The
present system is a quarterly one and the general opinion is that informal appraisals
should be held on a more regular basis. Standards of performance (i.e. benchmarks)
should be improved according to 24% of the respondents. Only 6% have stated the there
should be change in the appraiser, which is an inevitable sign of the operational
efficiency of the system.

9) How important do you think is Performance Appraisal to your Performance?

58
 22

14
12

2
01 2 3 4 5

Data

1) Not-Important-0 2) Less important-2 3) Important-14

4)Very important-22 5) Most Important-12

Analysis

This question was put in to find out and analyze the importance of the Appraisal system to
the productivity of the employee. The data clearly shows that the recognition of the employee
s performance does have a direct impact on his / her efficiency.A vast majority of the
respondents (i.e. 68% which includes ratings of very important or most important) affirm that
their performance is directly influenced by recognitions of their performance by the appraisal
system. None of the respondents have stated that the appraisal system had no effect on their
productivity

This points out to the fact that the Appraisal system goes a long way in determining the
productivity of the employees in an Organization. Therefore it is very important for any
Organization to devise their Performance Appraisal System carefully.

10) Do you think the One on One sessions are effective in ironing out problems in the work
environment?

59
 27

23

1 2

Data

1) Yes-23
2) No-27

Analysis

One on one sessions are conducted by Reliance Trends during the appraisal system phase to
tell the employee on an individual level as to the rating given to him / her. Each session lasts
between 10 30 minutes. The team leader tries to justify his reasons on why he had given a
particular rating to an employee. Sixty four percent of the employees responded by saying
that the one on one sessions are not efficient in ironing out problems mainly because since
they are done on a formal basis so most employees consider it just as a formality which the
appraiser uses to impose the rating he has already given to an employee. The employee
therefore does not expect the rating to change after a one on one session with the supervisor.

11) Transparency Rating of the Performance Appraisal system?

60
 Transparency Rating

16

10
9
8

1 2 3 4 5 6

Data

1) 4 Points-10 2) 5 Points-16 3) 6 Points-9

4)7 Points-8 5) 8 Points-5 6) 9 Points-2

Analysis

This question is an attempt to analyze the perceived transparency of the rating among the
employees of the Organization. A majority of the employees have given a transparency rating
of 5. The perception of the employees is since the appraisal is done on a quarterly basis, the
employee is not in a position to actually evaluate the basis of the rating he / she has received.
This causes a lot of ambiguity in the ratings. This is the primary concern due which almost 70
% have given a rating of 6 and below. The respondents who have given a rating of 7 and
above have mostly given this rating because they have got good ratings in the past and feel
that there is not much required in terms of transparency as long as they get good ratings
themselves.

12) Do you feel comfortable discussing any difference of opinion about your Performance
Rating with your appraiser?

61
 29

21

1 2

Data

1) Yes-21
2) No-29

Analysis

The major reason for the decreased transparency rating might be due to the fact that 58 % of
the respondents did not feel free to express their displeasure, if any, to the rating given to
them. This can be due to decreased comfort levels with the appraiser. The appraisal system
can only be efficient if it takes into consideration the employee s side of the appraisal. There
might be various aspects that the appraiser might have accidentally overlooked or certain
circumstances misinterpreted which can be clarified if the employee is more open and
comfortable with the employer.

13) Performance Appraisal Model Rating

62
 Overall Rating

16

14

12

1 2 3 4 5

Data

1) 5 Points-2 2) 6 Points-6 3) 7 Points-14

4) 8 Points-16 5) 9 Points-12

Analysis

The respondents were specifically told to rate the Appraisal system by setting aside any
kind of human intervention present in it by just evaluating its inherent structure and not
efficiency in its execution. This helps to ascertain whether there are any flaws in the
Performance Appraisal system. About 80 % of the sample has given a rating of 7 points and
above. This shows the system is generally acceptable to the employees and is a good sign
for Reliance Trends. The concern of the Organization should be to find out why the
remaining 20 % are not very highly satisfied with the system and find out ways and means
to increase their acceptability of the system.

63
 SUMMARY OF THE FINDINGS

1. The choice of a store location has a profound effect on the entire business life of a retail
operation. A bad choice may all but guarantee failure, a good choice, and success.

2. Choosing a retail location is, at best, a risky undertaking. Considering the consequences
of choosing a location that proves to be unsuitable, it pays to get as much assistance as
possible. According to a survey more than 60% of the customer prefers to shop in a
retail store which is easily accessible to them.

3. Advertising plays a very important role in achieving growth for any retail company.
This is evident from the fact that Advertising by Retail Industry registered a rise of 12
percent during September - November 2021 over September - November 2021.

4. The right location, trained manpower, software assistance, product with a distinct
differentiation, a strong value proposition, efficient supply chain management - these are
the factors that influence the success of a retail outlet. With competition in this segment
increasing, differentiation and a strong value proposition assume significance. Retail
chains are realizing that they cannot be another ‘me-too’ store. The differentiation today
among the 5-6 retail chains has come through private labels, which in some cases
account for as much as 70 per cent of the total merchandise in the outlet.

5. Variety offered by any retail store is of very much important to attract all type of
customers in the stores. A large variety of products caters to each segment of customers.

6. Shopping experience within a store also has a great impact on selecting a product from a
particular retail store. Overall ambience includes infrastructure facilities provided by the
store such as air conditioners, lighting etc.

7. Pricing is in fact a dramatic controller of at least 3 key strategic elements to any

company's success: Company’s image, the product and services company sells and
consumer behavior. The Importance of Pricing their Products' will give them an insight
into developing appropriate costing methods and the impact of getting it wrong in
today's competitive creative market. This topic should be of interest to anyone who is
unsure if they are getting it right. Remember the difference between over or under-
64
 pricing their work can mean a very short future for any business. Approximately 60%
customers think that Price is the most important factor while they go for shopping in a
retail stores.

8. Quality in everyday life and business, engineering and manufacturing has a pragmatic
interpretation as the non-inferiority, superiority or usefulness of something. This is the
most common interpretation of the term. The quality of a product or service refers to the
perception of the degree to which the product or service meets the customer's
expectations. Quality has no specific meaning unless related to a specific function
and/or object. Quality is a perceptual, conditional and somewhat subjective attribute.
And in addition to that, more than 90% of customers place quality as the most important
factor than anything else in the list to shop in a retail store.

9. More than 70% of customers place variety as an important factor to shop in a particular
retail store.

65
 OUTPUTS OF PERFORMANCE APPRAISAL SYSTEM

Performance Appraisal
After the completion of appraisal process there is always a need for conducting training need
analysis for each and every employee of the organization

As per the performance assessment and comp gaps the training programs are drafted which
can be cat into three stages

 Job rotation/Job reassignment: He/she is given a period of a week to perform diff

roles in relation to their current job profile so as to make them competent to perform
new role and adjust with new environment
 Coaching: This type of formal/informal training is essential for entry level/ mid level
employees which entails a healthy and competitive environment for work inside the
organization.
 Training Programs/seminars: These programs helps in motivating employees to
perform at par and develop the required skillset which will enhance their current and
future performances

Salary Increments
As per the performance review and discussion with the supervisor(s) the employees on the
basis of positioning on the contribution matrix are given some monetary benefits which and
extended with additional rewards.

66
 LIMITATIONS IN RELIANCE FRAMEWORK

 Forced distribution system

Employee’s caliber is not dependent on results achieved but the presence amongst the
peers and it can degrade teamwork spirit and creativity which will critically impact
the organizational performance.
 Bias by the direct reportee since there is no mechanism to check if there is any
discrepancies or any kind of prerequisites in the mind of the manager
 Part Appraiser bias
This is a clear case of “Halo effect” on the mind of the employee
 Post discussion stage there is no discussion of the results with the employees because
of which they are unknown to their performance ratings

67
 CONCLUSION

The findings in this project have confirmed that it's far vital to have a powerful performance
appraisal system. The system need to be unfastened from bias in order that employees are
afforded the risk to get a truthful appraisal. It shows that if appraisals aren't honest, then a
worker could now not be privy to their authentic performance stage. This will have an effect
on their opportunity for advancement of their jobs in the future. It could also have an effect
on personnel’ moral as correct appraisal effects encourage personnel to paintings even
tougher. Consequently misguided ratings results in frustrated employees, irrelevant rewards
and punishment.

An effective performance appraisal system is vital in any organization as this is a way on

which managers’ base crucial decisions on employees’ career development.

Accountability would enhance effectiveness; hence managers need to be held accountable for
their actions, so as to ensure that they conduct appraisals free from bias due to friendship and
favoritism. In the event that their rating is challenged, they should be able to show clearly
how they arrived at such a grade. Bias appraisals can affect the morale of other hard working
employees, resulting in mediocre performance. It can also give the employees who receive
the bias appraisals a false sense of security.

In end, the overall performance system that the firm intends to enforce will permit it to meet
the expectancies of its stakeholders in the end. The firm will follow all important stages
which are associated with the new approach to make certain the machine is aligned to the
long term imaginative and prescient that publications its operations within the industry. extra
importantly, overall performance management structures carried out via the firm will
awareness on commencing up decision making procedures to allow personnel to broaden
their professional talents in the long time.

As a result, this could allow personnel to make contributions to the long time achievement of
the business enterprise with the aid of providing valuable ideas which will improve the fine
of effects attained. Appraisal structures which the employer will use will enable it to be
honest to all its personnel to inspire them to attain precise outcomes in their respective
workstations.

68
 BIBLIOGRAPHY

 http://www.ril.com/OurBusinesses/Retail.aspx (Accessed: 20 February 2022).

 http://www.ril.com/DownloadFiles/SustainiabilityReports/ril_sr2013_14.pdf•
(Accessed: 20 February 2022)
 http://www.theguardian.com/small-business-network/2015/feb/26/startup-of-the-year-
2014-refme
 Bibliography:Pty, P. (2013) Explain what is employee performance
management ? Available at: http://www.peoplestreme.com/what-is-performance-
management.shtml (Accessed: 20 February 2022).
 Bibliography: Ghosh, G. (2007) Fei Liang. Available at:
http://www.slideshare.net/gautam/performance-management-24014?
next_slideshow=1 (Accessed: 20 February 2022).
 Bibliography: (No Date) Available at: http://https://www.google.co.in/url?
sa=t&rct=j&q=&esrc=s&source=web&cd=10&cad=rja&uact=8&ved=0ahUKEwiKm
Kj7yafMAhVHExoKHbrtAVAQFghgMAk&url=http%3A%2F%2Fhrcouncil.ca
%2Fhr-toolkit%2Fkeeping-people-performance-
management.cfm&usg=AFQjCNESZzBGX5UsRxDDTyuxqBIAg_3Psw (Accessed:
20 February 2022).
 Bibliography: (No Date) Available at:
http://https://www.coursehero.com/file/p7glt2m/Conclusion-Performance-
Management-System-8-In-conclusion-the-performance/ (Accessed: 20 February
2022).

69
 QUESTIONNAIRE

1) Have you worked in any other Company prior to joining this Organization?

A) YES
B) NO

2) Were you informed about the Performance Appraisal model, used in the
Organization, during your induction?

A) YES
B) NO

3) How do you find the Performance Appraisal Model in this Organization?

A) SIMPLE
B) COMPLICATED
C) OBJECTIVE
D) SUBJECTIVE
E) EFFICIENT
F) INEFFICIENT

4) In your opinion, does the Performance Appraisal System give a proper assessment
of your contribution to the Organization?

A) YES
B) NO

5) How often does your Performance assessment match to your expectations?

A) NEVER
B) RARELY
C) SOMETIMES
D) OFTEN
E) EVERYTIME

70
 6) According to you, how often should the Performance Review take place?

A) ONCE IN A WEEK
B) ONCE A MONTH
C) EVERY 3 MONTHS
D) EVERY 6 MONTHS
E) ONCE A YEAR

7) What is your Satisfaction level with the current Appraisal System?

A) VERY LOW
B) LOW
C) AVERAGE
D) HIGH
E) VERY HIGH

8) Which are the areas that should be improved upon?

A) STANDARDS
B) MONETORY INCENTIVES
C) FREQ OF APPRAISAL
D) APPRAISER

9) How important do you think is Performance Appraisal to your Performance?

A) NOT IMPORTANT
B) LESS IMPORTANT
C) IMPORTANT
D) VERY IMPORTANT
E) MOST IMPORTANT

10) Do you think the One on One sessions are effective in ironing out problems in the
work environment?

A) YES
B) NO

11) Transparency Rating of the Performance Appraisal system?

A) 4 POINTS
B) 5 POINTS
C) 6 POINTS
D) 7 POINTS
E) 8 POINTS
71
 F) 9 POINTS

12) Do you feel comfortable discussing any difference of opinion about your
Performance Rating with your appraiser?

A) YES
B) NO

13) Performance Appraisal Model Rating?

A) 5 points
B) 6 points
C) 7 points
D) 8 points
E) 9 points

72