...Contents Board of Directors 02 Management Team 04 Chairman’s Letter 06 Management Discussion and Analysis 09 Corporate Governance 27 General Shareholder Information 46 Directors’ Report (including Annual Report on CSR activities) 55 Standalone Financial Statements 93 Consolidated Financial Statements 147 Board of Directors Management Auditors Rahul Bajaj Chairman Madhur Bajaj Vice Chairman Rajiv Bajaj Managing Director Sanjiv Bajaj Kantikumar R Podar Shekhar Bajaj D J Balaji Rao D S Mehta J N Godrej S H Khan Ms. Suman Kirloskar (Upto 31.03.2015) Naresh Chandra Nanoo Pamnani Manish Kejriwal P Murari Niraj Bajaj Dr. Gita Piramal (From 01.04.2015) Rahul Bajaj Chairman Dalal & Shah Chartered Accountants Madhur Bajaj Vice Chairman Secretarial Auditor Rajiv Bajaj Managing Director Bankers Pradeep Shrivastava Chief Operating Officer R C Maheshwari President (Commercial Vehicle Business) Central Bank of India State Bank of India Citibank N A Standard Chartered Bank Bank of America ICICI Bank HDFC Bank Rakesh Sharma President (International Business) Registered under the Companies Act, 1956 Eric Vas President (Motorcycle Business) Registered Office Abraham Joseph Chief Technology Officer Audit Committee Nanoo Pamnani, Chairman S H Khan D J Balaji Rao Naresh Chandra Stakeholders Relationship Committee D J Balaji Rao, Chairman ...
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...Customer Relationship Management in Reliance Life Insurance Submitted in partial fulfillment of the requirements for Award of Master of Business Administration With Specialization In Human Resources Submitted by Abhishek Vermani Reg No- MBA-6259 Under the Guidance of COMPANY GUIDE INSTITUTE GUIDE SANTOSH KUMAR B.R ROHITH C KALASKAR CUSTOMER EXECUTIVE SECRETARY GENERAL HET-IMS HUBLI Declaration I hereby declare that the project entitled “CUSTOMER RELATIONSHIP MANAGEMENT” undertaken at RELIANCE LIFE INSURANCE COMPANY LTD,SOLAN submitted in partial fulfillment of the requirement for the award of the degree in Master in Business Administration to the ICDEOL Summer Hill Shimla. It is my original work and is not submitted for the award of any other degree or diploma. Place Date ABHISHEK VERMANI ACKNOWLEDGEMENT As I look back after the completion of my project I feel it would not have been possible without the guidance. I am very grateful to all the people who have lent their precious time and advice for rendering this project successful. I take this opportunity to thank them all. Firstly, I am grateful to “RELIANCE LIFE INSURANCE COMPANY LTD, SOLAN” for giving me an opportunity to...
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...A Project Report On Customer Relationship Management in Reliance Life Insurance KOPPAL Submitted in partial fulfillment of the requirements for Award of Master of Business Administration With Specialization In MARKETING Submitted by SUNIL CHOUDARY.K Reg No- MBA/08/48 Under the Guidance of COMPANY GUIDE INSTITUTE GUIDE SANTOSH KUMAR B.R ROHITH C KALASKAR CUSTOMER EXECUTIVE SECRETARY GENERAL HET-IMS HUBLI Indian Institute of Business Management Shivajinagar, Pune – 411 005 Declaration I hereby declare that the project entitled “CUSTOMER RELATIONSHIP MANAGEMENT” undertaken at RELIANCE LIFE INSURANCE COMPANY LTD,KOPPAL submitted in partial fulfillment of the requirement for the award of the degree in Master in Business Administration to the Indian Institute of Business Management, Pune. It is my original work and is not submitted for the award of any other degree or diploma. Place Date SUNIL CHOWDARY.K ACKNOWLEDGEMENT As I look back after the completion of my project I feel it would not have been possible without the guidance. I am very grateful to all the people who have lent their precious time and advice for rendering this project successful...
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...from the earliest civilizations. This quest for security has led to the concept of insurance. Insurance is a contract between two parties whereby one party called insurer undertakes, in exchange for a fixed sum called premium to pay the other party an assured sum of money on the occurrence of a certain event. Life insurance protects against the economic loss in the event of death. A family is generally dependent for its food, clothing and shelter on the income brought by the bread earner of the family. So long as he lives, that family secure but the death of the person may put the family in a very difficult situation. Uncertainty of death is inherent in human life. It is this uncertainty that gives rise to the necessity for some form of protection against the financial loss arising from death. Life insurance substitutes this uncertainty by certainty. Insurance sector plays a very important role in the development of any economy also, as it provides long term funds for infrastructure development and at the same time strengthens the risk taking ability. Insurance is a contract between the insurance company (insurer) and the policyholder (insured). In return for a consideration (the premium), the insurance company promises to pay a specified amount to the insured on the happening of a specified event. Meaning of Customer Buying Behaviour: Before business can develop marketing strategies, they must understand what factors influence buyer‘s behavior and how they make...
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...GENERAL INSURANCE 'Looks to the future with confidence and optimism' 1. Brief the history of General Insurance. In India General Insurance business started, Marine Insurance started on the later part of the 17th century. Before nationalization in 1947 we have 147 insurance companies, foreign and Indian both. But during there nationalization, in 1973 we have 107 companies that merge into four companies, i.e. taken over by Government. General Insurance Corporation of India (GIC) was set up in 1973 as a holding company, with four subsidiary operating companies- National Insurance co. Ltd., New India Assurance Co. Ltd., New India Assurance Co. Ltd., oriental Insurance co. Ltd. and United India Insurance Co. Ltd., with a clear cut mission as set out in the Act. 2. What is the overall scenario in the insurance market in India after nationalisation? GIC and its subsidiaries function through a vast country - wide network of around 4100 offices spread across the length and breadth of the country, GIC has taken the benefit of insurance to almost every district, across hilly terrain and often inaccessible areas of the country. The customer- interface is made easy through a network of agents, development officers and employees at Branch, Divisional and Regional offices as well as at the corporate level. The GIC and its subsidiaries have a workforce of approximately 86,000 in 1973 tainted at various levels through in house training institutions. Now the total number of employees...
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...has a bearing on the achievement of the organisation’s goals. (Johnson, 1996. P 13 to 18) This paper seeks to discuss the new role of the Human Resource element that has emerged in the organisation. This role will be discussed through the use of the following categories: - Business Partner - Change Manager - Monitor - Innovator. These four categories are most basic to the functioning of the modern day organisation. The human resource or human capital element in the organisation ahs emerged as one that perpetuates this role at every level of the organisation through an effective integration of personal and organisational goals. (Johnson, 1996. P 13 to 18) Business Partner The first role of the human resource in today’s organisation is that of a business partner. This has come to the fore with the emergence of various service oriented companies that provide intensive marketing services along with the products that are being produced. The emergence of a marketing network has been crucial to companies like Bajaj Allianz Life Insurance, Oriflame Cosmetics and many others. (Green, 2002. P 111) The business partner method operates along the following lines, as depicted in the diagram below: Branch Manager ↑ Sales Team Manager ↑ Team of Business Partners (Sales...
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...of Health in India: Public and Private expenditure — Need for financial protection. Chapter 3 – Health Insurance in India Development of Insurance in India—Evolution of Health Insurance in India— Current Perspective. Chapter 4 – Need For Reforms In Health Insurance Existing Regulatory provisions- Need for Reforms from the Senior Citizens’ perspective Chapter 5 - Access To Health Insurance For Senior Citizens Products currently available for Senior Citizens—Underwriting practices of insurers—Affordability and accessibility Chapter 6- Product Design Proper product design—Design mechanisms: Insured persons; Providers; Insurers --- Basic, Standard, Enhanced products—Policy clauses—Health Insurance data—The ‘age’ factor— Overseas Travel Insurance— Government Subsidized and Low Cost Health Insurance Plans for Senior Citizens---Recommendations. Chapter 7– Risk Based Underwriting And Pricing Pricing adequacy and equity—Pricing of the mandatory cover for Senior Citizens—Underwriting based on health status-Affordability -Recommendations. Chapter 8 - Expanding The Coverage Of Health Insurance Socio-economic scenario in India—Penetration of Health Insurance in India—Health insurance for the elderly—Reaching out to Senior Citizens; Reaching the Elderly through Family clinicsRecommendations. Chapter 9 - Procedural Aspects Chapter 10 - Government Intervention Chapter 11 - Role Of Insurance Regulatory And Development Authority Chapter 12 – Summary of Recommendations Chapter 13 - Terms Of Reference...
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...The PRESIDENT Dr. H. R. Subramanya VICE PRESIDENT Pravakar Mohanty MEMBERS Dr. Sanjiban Bandyopadhyay, A. S. Durga Prasad, M. Gopalakrishnan, K. G. Goyal, D. V. Joshi, V. C. Kothari, Bibhabananda Majumder, B. M. Sharma, Rakesh Singh, Chandra Wadhwa, Dr. D. Jagannathan, N. K. Prasad, B. C. Malu, S.G.Y.Narayanan SECRETARY Dr. Debasis Bagchi DIRECTORS Examinations Chandana Bose cbicwai@vsnl.net Studies Swapan Dey sdicwai@vsnl.net Technical A. P. Kar icwai@vsnl.com Administration & Finance R. N. Pal rnicwai@vsnl.net Research & Journal Siddhartha Sen ssicwai@vsnl.net EDITOR Siddhartha Sen ssicwai@vsnl.net Editorial Office & Headquarters 12, Sudder Street, Kolkata-700 016 Phone : 2252-1031, 2252-1034, 2252-1035, 2252-1602, 2252-1492 Gram : STANDCOST, website : www.myicwai.com/www.icwai.org Membership Deptt. : kbicwai@vsnl.net Fax No. : 91-33-22527993/2252-1026 Delhi Office ICWAI Bhawan 3, Institutional Area, Lodi Road New Delhi-110003 Phone : 24631532, 24618645, 24643273, 24622156 Gram : STANDCOST, Fax : 91-11-24622156, 24631532, 24618645 E-mail : icwai@vsnl.com E-mail CEP : icwaiprgm@vsnl.net.in E-mail Journal Dept. : icwaijournal@hotmail.com « Official Organ of The Institute of Cost and Works Accountants of India Management Accountant Executive Digest Book Scan For Attention of Members For Attention of Practising Members Region & Chapter News Volume 40 No. 5 May 2005 Editorial & Communique Editorial : The miracle of free trade 341 ......................................
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...ANNUAL REPORT 2010 -11 TECHNO_LOGICAL TECHNO_LOGICAL In many ways, satisfying the Indian customer is probably much more challenging than satisfying a customer in another market. The country has an obsession for fuel efficiency, when it comes to choosing automobiles (and rightly so, since about three-fourths of India’s crude oil requirement is imported). Extracting more mechanical energy for the car from every drop of fuel is a designer’s challenge. But it is vital for the consumer, the economy and the planet. At the same time, a fast growing, young and upwardly mobile, speed conscious India demands pick-up and instant response at the accelerator pedal. There is normally a trade-off between performance and fuel efficiency. A third requirement is space efficiency, as customers want the car to be compact to cope with congestion on roads and parking lots. Yet another requirement is of minimizing emissions. The Company’s next generation, K-series engines employ a plethora of state-of-theart technologies to deliver on all these fronts. Technologies deployed could be as sophisticated as fine atomization to achieve fuel droplet diameter in microns for optimised combustion. Or, they could be as practical as using engineering polymers instead of metal in certain engine parts for weight reduction. Quite like packing more performance in a handheld smartphone as opposed to a traditional laptop. India’s road and dust conditions, the rains and driving safety considerations similarly...
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...Serving our consumers, today and tomorrow Hindustan Unilever is India's largest Fast Moving Consumer Goods Company. We meet everyday needs of millions of Indians, right from the morning cup of tea to brushing at bedtime. Our brands touch the lives of more than 700 million Indians. It is this relationship with our consumers that we would like to build upon and strengthen. We will continue to straddle the consumer price pyramid to meet the needs and aspirations of diverse consumers across India. Our stated strategy is to grow our business competitively, profitably and sustainably. The key pillars to achieving this are: Winning Winning Winning Winning with brands and innovation in the market place through continuous improvement with people During the year, we have made significant progress on each of these thrust areas. We are well placed to leverage the tremendous opportunity in a fast growing market like India by serving and delighting our consumers. Annual Report 2009-10 01 Chairman’s Letter Dear Shareholders, My warm greetings to all of you. The year 2009-10 has been yet another challenging year for the global markets. The resilience shown by the Indian economy in this challenging context is particularly heartening. This bodes well for the long-term growth prospects of India which continues to be amongst the high growth economies in the world today. However, there are still some pressure points which need to be addressed to sustain this high growth. One of the...
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...Together good things happen... Bharti Airtel Annual Report 2009-10 Airtel centre The Airtel Centre – Inaugurated on November 13, 2009 Centre of excellence that houses more than 3,000 employees, 13 offices and spread over 600,000 sq.ft. Table Bharti Airtel Annual Report 2010 of contents 1 Corporate information 2 Corporate history and Top 30 shareholders 3 Performance at a glance 4 Awards & honours 5 Chairman’s message 6 Board of directors 7 CEO (International) & JMD’s message 8 CEO (India & South Asia)‘s message 9 Together good things happen 10 Corporate social responsibility 11 Directors’ report 12 Management discussion & analysis 13 Report on corporate governance 14 Secretarial audit report 15 Standalone financial statements with Auditors’ report 16 Consolidated financial statements with Auditors’ report 17 Notice of annual general meeting 2 3 4 5 6 8 12 14 18 24 32 40 46 63 64 115 159 1 Corporate Board of directors Sunil Bharti Mittal Chairman and Managing Director information Group General Counsel & Company Secretary Vijaya Sampath Statutory Auditors Manoj Kohli CEO (International) & Joint Managing Director Non-executive directors Ajay Lal Akhil Gupta Arun Bharat Ram Chua Sock Koong Craig Edward Ehrlich Lim Chuan Poh N. Kumar Nikesh Arora Pulak Chandan Prasad Rajan Bharti Mittal Rakesh Bharti Mittal Tan Yong Choo CEO (India & South Asia) Sanjay Kapoor S.R. Batliboi & Associates, Chartered Accountants Auditors – US GAAP Ernst & Young...
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...CONTENTS CORPORATE OVERVIEW (1-31) Board of Directors Senior Management Corporate Information Chairman’s Statement Designed to Deliver Product Range Global Presence Milestones Winners From Tata Motors Customer Satisfaction Green Mobility Human Resources Corporate Social Responsibility FINANCIAL HIGHLIGHTS (32-45) Pace in Performance Summarised Balance Sheet and Statement of Profit and Loss (Standalone & Consolidated) Fund Flow Statement Subsidiary Companies: Financial Highlights Financial Statistics STATUTORY REPORTS (46-122) Notice Directors’ Report Management Discussion and Analysis Report on Corporate Governance Awards and Achievements FINANCIALS Standalone Financials (123-168) Auditors’ Report Balance Sheet Profit and Loss Statement Cash Flow Statement Notes to Accounts Consolidated Financials (169-206) Auditors’ Report Balance Sheet Profit and Loss Statement Cash Flow Statement Notes to Accounts Attendance Slip and Proxy Form ANNUAL GENERAL MEETING Date: Friday, August 10, 2012 Time: 3.00 p.m. Venue: Birla Matushri Sabhagar, 19, Sir Vithaldas Thackersey Marg, Mumbai 400 020. 2 6 7 8 12 14 16 18 20 22 24 26 28 Tata Motors began operations in 1945. Since that time, we have remained committed to our values and our stakeholders. We have maintained a consistent focus on strengthening our organisation, and expanding our presence. Today, through our subsidiaries and associate companies, we already operate in the UK, South Korea, Thailand, Spain and South Africa. Our forays...
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...ANNUAL REPORT 2012-13 MAKING SUSTAINABLE LIVING COMMONPLACE ABOUT HUL OUR PURPOSE TO MAKE SUSTAINABLE LIVING COMMONPLACE. We work to create a better future every day, with brands and services that help people feel good, look good and get more out of life. Our first priority is to our consumers – then customers, employees, suppliers and communities. When we fulfil our responsibilities to them, we believe that our shareholders will be rewarded. EXAMPLES OF OUR PURPOSE-DRIVEN BRANDS In 2012, over 60% of tomatoes used in Kissan Ketchup in India were from sustainable sources. Significant progress made in reducing the amount of salt, calories and trans fat in our portfolio. By the end of 2012, 66% of our Foods portfolio (by volume) was compliant with the 5 g per day salt target. More than 60% of our children’s ice cream portfolio in India contains 110 kilocalories or fewer per portion. More than 45 million people gained access to safe drinking water from Pureit globally by end of 2012. About 47 million people reached through Lifebuoy hand washing programmes by end of 2012. OUR BRANDS IN ACTION HINDUSTAN UNILEVER IS KNOWN FOR SOME OF THE MOST LOVED BRANDS. TO FIND OUT MORE, GO TO WWW.HUL.CO.IN/BRANDS-IN-ACTION/ CONTENTS OVERVIEW 02 04 05 06 07 08 09 10 12 14 16 18 20 Operational Highlights Financial Performance Performance Trends Chairman’s Letter Board of Directors Management Committee Our Business Model Unilever Sustainable Living Plan Winning with Brands and Innovation...
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...ANNUAL REPORT 2012-13 MAKING SUSTAINABLE LIVING COMMONPLACE ABOUT HUL OUR PURPOSE TO MAKE SUSTAINABLE LIVING COMMONPLACE. We work to create a better future every day, with brands and services that help people feel good, look good and get more out of life. Our first priority is to our consumers – then customers, employees, suppliers and communities. When we fulfil our responsibilities to them, we believe that our shareholders will be rewarded. EXAMPLES OF OUR PURPOSE-DRIVEN BRANDS In 2012, over 60% of tomatoes used in Kissan Ketchup in India were from sustainable sources. Significant progress made in reducing the amount of salt, calories and trans fat in our portfolio. By the end of 2012, 66% of our Foods portfolio (by volume) was compliant with the 5 g per day salt target. More than 60% of our children’s ice cream portfolio in India contains 110 kilocalories or fewer per portion. More than 45 million people gained access to safe drinking water from Pureit globally by end of 2012. About 47 million people reached through Lifebuoy hand washing programmes by end of 2012. OUR BRANDS IN ACTION HINDUSTAN UNILEVER IS KNOWN FOR SOME OF THE MOST LOVED BRANDS. TO FIND OUT MORE, GO TO WWW.HUL.CO.IN/BRANDS-IN-ACTION/ CONTENTS OVERVIEW 02 04 05 06 07 08 09 10 12 14 16 18 20 Operational Highlights Financial Performance Performance Trends Chairman’s Letter Board of Directors Management Committee Our Business Model Unilever Sustainable Living Plan Winning with Brands and Innovation...
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