Integrated Project Report

On
STUDY OF DEPARTMENTAL STORE
SUBMITTED TO
MIT PUNE’S
MIT SCHOOL OF TELECOM MANAGEMENT
BY
ARNAV SHARMA
PRN NO-101008
BATCH-2010-2012
IN PARTIAL FULFILLMENT OF
POST GRADUATE DIPLOMA IN MANAGEMENT
PGDM (T)

MIT PUNE’S MIT SCHOOL OF TELECOM

MANAGEMENT
(MITSOT), PUNE
Table of Contents
Table of Contents....................................................................................................... 2

INTRODUCTION ........................................................................................................3

Need for the Study ................................................................................................. 4

Objectives of the study ...........................................................................................4

Scope of the Study..................................................................................................4

Limitation of the Study ..........................................................................................4

METHODOLOGY ADOPTED FOR THE STUDY ..............................................................5

Sources of Data.....................................................................................................5

INDUSTRY PROFILE.................................................................................................... 5

COMPANY PROFILE ....................................................................................................6

Company History.....................................................................................................6

Future Group’s Vision .............................................................................................7

Future Group’s Mission...............................................................................................7

Core Values ........................................................................................................... 7

ORGANIZATION STRUCTURE ......................................................................................8

DIFFERENT DEPARTMENTS.......................................................................................11

BUSINESS DESCRIPTION...........................................................................................15

Departmental Managers........................................................................................15

FUNCTIONAL DEPARTMENTS....................................................................................16

Finance Department..............................................................................................18

Marketing Department ........................................................................................18

Logistics................................................................................................................ 20

Sales Department ................................................................................................20

Customer Service Desk (CSD)...............................................................................21

Administration....................................................................................................... 22
SWOT ANALYSIS.......................................................................................................22

Strengths.............................................................................................................. 22

Weaknesses...........................................................................................................23

Opportunities .......................................................................................................23

Threats.................................................................................................................. 23

FUTURE PLANS .........................................................................................................23

FINDINGS & CONCLUSIONS.......................................................................................24

REFERENCES............................................................................................................. 25

INTRODUCTION

Background of the study

Organization is set of people working together for accomplishment of a common
objective. The roles and responsibilities are stated clearly without any ambiguity.
The positions occupied by different individuals are presented in the form of
organization chart. Organizational structure is essential for continuity of the
mission & co-ordinates & controls the business activities. Organization helps
management to perform its actives effectively, optimum use of technological
improvement growth & diversification, creatively, effective use of physical
resources & HR.

Need for the Study

This study is taken up to fulfill the requirement of M.B.A degree course of

Bangalore University. The training is undertaken during July 2009 to August 2009
and the main purpose of the training is to know the application of the theoretical
aspects in our course in the corporate environment and gain firsthand experience
and expose ourselves to corporate policies, ethics, culture, practices, procedures,
facts about the work culture and policies of the company.

Objectives of the study

• To understand the organization structure or hierarchy of the company.

• To understand the working of the various departments.
• To enable us to gain an insight into the corporate world.
• To understand the various responsibilities and duties carried out by each
department.
• The study is aimed at understanding how an organization practically works in
the real situation.

Scope of the Study

• This report is based on the study conducted at Big Bazaar, Bangalore.

• It aims at understanding the company’s establishment, organization structure,
departments, techniques, marketing strategies and the advantages it is having over
the competitors.
• An attempt is made to analyze the company’s performance in comparison to the
theoretical aspects.
• It aims to understand the skills of the company in the areas like technological
advancements, competition and in management.

Limitation of the Study

♣ As per the company rules many information was not disclosed

♣ Time limit is a major constraint
♣ As the managers are busy in their daily schedules it is not possible for us to
spend more time in interaction and discussion with them.
 METHODOLOGY ADOPTED FOR THE STUDY
•Observing the working of various departments like finance, safety, human
resource, production, purchasing etc.
• Discussion with the company executives, managers and employees.
• Visiting and surfing websites of the company.

Sources of Data

• Primary data
• Secondary data

Primary Data The data collected for the first time through observation and
interview method. The data is collected by observing the working of various
departments and also by interviewing the managers of all the departments. It is also
obtained by the help of staff members.

Secondary Data The data is collected by secondary sources also. The data is
collected through company manual, product brochure, company website and
annual report.

INDUSTRY PROFILE

Retail is India’s largest industry, accounting for over 10 percent of the country’s
GDP and around 8 percent of the employment. Retail industry in India is at the
crossroads. It has emerged as one of the most dynamic and fast paced industries
with several players entering the market. But because of the heavy initial
investments required, break even is difficult to achieve and many of these players
have not tasted success so far. However the future is promising; the market is
growing, government policies are becoming more favorable and emerging
technologies are facilitating operations.
Retailing in India is gradually inching its way toward becoming the next boom
industry. The whole concept of shopping has altered in terms of format and
consumer buying behavior, ushering in a revolution in shopping in India. Modern
retail has entered India as seen in sprawling shopping centers, multi-storied malls
and huge complexes offer shopping, entertainment and food all under one roof.
The market size of Indian retail industry is about US $312 billion.
 COMPANY PROFILE

Mr. Kishore Biyani CEO, Future Group Pantaloon Retail (India) Limited is India’s
leading retailer that operates multiple retail formats in both the value and lifestyle
segment of the Indian consumer market. Headquartered in Mumbai, the company
operates over 12 million square feet of retail space, has over 1000 stores across 71
cities in India and employs over 35,000 people. The company’s leading formats
include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian
hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and
feel of Indian bazaars with aspects of modern retail like choice, convenience and
quality and Central, a chain of seamless destination malls. Some of its other
formats include Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station,
Mobile Bazaar and Star Sitara (Beauty clinic). The company also operates an
online portal, Futurebazaar.com. A subsidiary company, Home Solutions Retail
(India) Limited, operates Home Town, a large-format home solutions store, selling
home furniture products and E-Zone focused on catering to the consumer
electronics segment.

Company History

1987 Company incorporated as ‘Manz Wear Private Limited’. Launch of

Pantaloons trouser, India’s first formal trouser brand.
1991 Launch of BARE, the Indian jeans brand.
1992 Initial public offer (IPO) was made in the month of May.
1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format
launched across the nation. The company starts the distribution of branded
garments through multi-brand retail outlets across the nation.
1995 John Miller – Formal shirt brand launched.
1997 Company enters modern retail with the launch of the first 8000 square feet
store, Pantaloons in Kolkata.
2001 Three Big Bazaar stores launched within a span of 22 days in Kolkata,
Bangalore and Hyderabad.
2002 Food Bazaar, the supermarket chain is launched.
2004 Central - India’s first seamless mall is launched in Bangalore.
2005 Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus
League Clothing and Planet Retail. Sets up India’s first real estate investment fund
Kshitij to build a chain of shopping malls.
2006 Future Capital Holdings, the company’s financial is formed to manage over
$1.5 billion in real estate, private equity and retail infrastructure funds.
 2007 Future Group crosses $1 billion turnover mark. Specialized companies in
retail media, logistics, IPR and brand development and retail-led technology
services become operational.

Future Group’s Vision

“To Deliver Everything, Everywhere, Every time, to Every Indian Customer in the
most profitable manner.”

One of the core values at Future Group is, ‘India ness’ and its corporate credo is –
“Rewrite rules, Retain values.”

Future Group’s Mission

• We share the vision and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in the consumption space
leading to economic development.
• We will be the trendsetters in evolving delivery formats, creating retail realty,
making consumption affordable for all customer segments – for classes and
masses.
• We shall infuse Indian brands with confidence and renewed ambition.
• We shall be efficient and, cost-conscious and committed to quality in whatever
we do.
• We shall ensure that out positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.

Core Values

◊ Indianness: confidence in ourselves.

◊ Leadership: to be a leader, both in thought and business.
◊ Respect & Humility: to respect every individual and be humble in our
conduct.
◊ Introspection: leading to purposeful thinking.
◊ Openness: to be open and receptive to new ideas, knowledge and
information.
◊ Valuing and Nurturing Relationships: to build long term relationships.
◊ Simplicity & Positivity: Simplicity and Positivity in our thought, business
and work. Adaptability: to be flexible and adaptable, to meet new
challenges.
◊ Flow: to respect and understand the universal laws of nature.
ORGANIZATION STRUCTURE
Organization structure of Big Bazaar is a little different from other organization. At
the top there is a Store Manager with one assistant store manager. Under them
there are several managers like department manager, sales manager, information
manager, HR manager, etc.
Their main job is to supervise many people which works under them. There are
Store Manager
many other people like cashier, markwting

Asst. Store
Manager

Dept. HR Info Sales

Administratio
Manager Manager n Manager

Visual
Asst.
Merchandisin
DM
g

Maintenance Marketing

Asst.
Team
DM
Organization Structure
Leader

House
Store
Store Manager
Manager
Keeping Cashier

Dept.
Team
Asst. HR Adminis
House Sales
Team Visual
Asst. tration
Merchandisin Security
Info
Security
Manager
Member
Leader
DM CSD Manager Keeping
Maintenanc
Asst. Store Manager
Member CSD
g e
DM
Manager
 Asst. Store
Manager

Dept. HR Adminis Info Sales

tration
Manager Manager Manager

Asst. Visual
Merchandisin
DM g

Maintenanc
Marketing
e

Asst.
Team
DM
Leader

House
Cashier
Keeping

Team
Security
CSD
Member
DIFFERENT DEPARTMENTS

a) Depot b) NBD (New Business Development)

1. General books 1. Watches
2. Office stationary 2. Fashion Jewellery
3. Children stationary 3. Sunglasses
4. Film VCD’s & DVD 4. Auto accessories
5. Car audio systems

c) Gold Bazaar d) Mobile Bazaar

Navras Gold Jewellery 1. All kinds of mobile handsets
(This is a separate unit not related 25000 of ranging from Rs 1000 to Rs. 6555
different companies. to Big Bazaar they 2. All mobile accessories
share profits on percentage basis) 3. All major prepaid sim cards
4. All post paid connections
5. Cordless phones & landline
phones.
e) Star Sitara f) Shringa
1. Cosmetics 1. Bangles
2. Fragrances 2. Jewellery sets
3. Herbals 3. Bracelets
4. Pharmaceuticals 4. Hair Accessories
5. Bindies
6. Chins Plastics
Plastic, Utensil, crockery (PUC)

b) Utensils
a) Plastic 1. Plates, Bowls, Glasses
1. Buckets 2. Non stick cookware
2. Casseroles 3. Kitchen Tools
3. Containers 4. Tiffin Boxes
4. Boxes
5. Flasks
6. Bowls
7. Jugs & sippers
8. Bottles & Mugs

c) Crockery d) Luggage
1. Crockery cutlery 1. Travel bags
2. Table Materials /Napkins 2. Trolleys
3. Dinner sets 3. School & College Bags
4. Wine, Juice Glasses 4. Ladies purse & bags
5. Suitcase

Apparels Department

e) Ladies Wear f) Men’s Wear

1. Sarees
2. Dress Materials
3. Under garments
4. Nightwear
5. Western wear’s
1. Formal Shirts & Pants
2. Casual Shirts & Pants
3. Party Wears
4. Fabrics [cut pieces]
5. Other Accessories
6. Suits & Blazers
7. Levi’s Signature Garments
8. Ties
9. Jeans Pants
10. Belts, Handkerchiefs
Kids Department
g) Infants Section h) Boy’s Section
1. Shirts
2. Baniyans
3. Jhabas
4. Vests
5. Bibs feedings
6. Bed items
7. Baba suits, Frocks
8. Diapers, Pampers
9. Other baby accessories
i) Girls Section j) Toys Department
1. Cotton Frocks
2. Cotton Frocks
3. Co-ordinates
4. Western wears
5. Sweaters
k) Footwear Department l) Furniture Bazaar
1. Sports shoes
2. Casual shoes
3. Formal shoes
4. Men’s sandals
5. Ladies sandals
6. Ladies casuals
7. Ladies Fancy slippers
8. Children shoes
9. Children sandals
1. T-shirts, trousers, jeans
2. Cotton shirts, Cod raw pants
3. Ethnic wears
4. Co-ordinates
5. Rain coats
1. Soft Toys
2. Board games
3. Dolls
4. Educational toys
5. Remote Cars , bikes
6. Sports items: Cricket bats,
balls, badminton & tennis
rackets, hockey bats etc
7. Cycles
8. Carom Board
1. Dining Table
2. Bedroom Accessories
3. Hall Accessories (Sofa sets,
Chairs, Tables etc)
4. Mattresses
5. Computer Table
6. Dressing Table
7. Wardrobe, Almirah etc
m) Home Linen Department n) Home Décor
1. Bed sheets, Bed spreads,
Pillows, Pillow covers Blanket
etc
2. Towels, napkins, Yellow
duster.
3. Curtains, Mats, Table mats,
mosquito nets etc.
4. Carpets, Cushion covers,
Razai.
5. Shopping bags, Fridge covers,
Washing machine covers,
Micro woven covers, T.V
covers, Saree covers, C.D
Pouch, Shoe Covers.
o) Food Bazaar
i. Beverages
1. Soft drinks
2. Mineral water
3. Health drinks
4. Fruit Juices
5. Frozen items
ii. Staples Dept
1. Dals, Rice, Wheat, Ragi etc,
All kinds of fruits and
vegetables at the lowest
2. Atta, Rava items, Sugar, Salt
etc prices.
3. Cooking Oils, Masala items
4. Dry fruits
5. Ready to cook foods & mixes
6. Spices
1. Flower Vase
2. Artificial Flowers
3. Candle stand
4. Umbrellas
5. Photo Frames Foot mats, etc
6. Frame & Wall Paintings
7. Assorted Color Stones etc
8. Water Falls (artificial)
9. Birthday items
iii. Fruits & Vegetables
All kind of fruits and
vegetables at cheapest price.
iv. Process Dept
1. Breakfast Cereals
2. Health drinks
3. Ready to eat
4. Corn flakes, Chips
5. Soups, Bread items, Pickle
6. Instant mixes
7. Spreads
v. Confectionaries
1. All kinds of Chocolates and
Confectionaries.
2. Cakes and other sweets
 g) Home Care h) Electronic Bazaar
1. Phenyl, Detergents etc. 1. Televisions, DVD Players
2. Washing powder etc. 2. Home Theatre Systems,
3. Dish wash. Audio Systems.
4. Tissue papers. 3. Refrigerators.
5. Scratch, Shoe cases, Fresh 4. Washing Machines.
wrap. 5. Microwave Owen.
6. Mixers, Irons & Grinders.
7. Computers, Laptops, Printers.
8. Juicers.
9. Computer accessories etc.

p) Personal Care
All the product like cosmetics, deodorants, body lotion, hair oil, shampoo&
conditioners, etc were available.

BUSINESS DESCRIPTION
The company’s principal activity is to operate chain retail stores in names of Big
Bazaar, Food Bazaar, Central and Pantaloons. The Big Bazaar is the discount store,
which offers a wide range of products under one roof. The products include
apparels and non-apparels such as utensils, sports goods and footwear. The
company also has its presence into gold retailing by launching Gold Bazaar. The
company’s Food Bazaar provides a range of food and grocery products ranging
from fresh fruits and vegetables, staples, FMCG products and ready to cook
products. The Central offers a chain of stores including books and music stores,
global brands in fashion, sports and lifestyle accessories, grocery store and
restaurants. The Pantaloon retail stores focus largely on apparels and accessories.

Departmental Managers

There are 28 departments in this store like Electronic dept, Depot dept, Mobile
Bazaar, Star Sitara dept, Plastic, Utensils & Crockery (PUC) Dept, Ladies Dept,
Men’s Dept, Furniture Dept, Footwear Dept, Home Decor Dept etc. Each
department will be assigned with targets which have to be achieved within the
assigned period that may be of daily, weekly, monthly and yearly. Each department
has a Department Manager (DM) & Assist DM. Their job is concerned mainly
with sales. They look after customer’s orders delivery, post sale service if any etc.
All Dept managers, ADM, team members work under coordination and
cooperation.

FUNCTIONAL DEPARTMENTS

Human Resource Department

The HR department of Big Bazaar is very dynamic. Employees are the biggest
strength and asset of any organization and the HR dept realises this very well.
This is very evident from the way the HR department handles all its employees.
They take utmost care to select, train, motivate and retain all the employees. They
have continuous developmental programmes for all the employees. Currently Big
Bazaar Banashankri is employing 220 full time and 60 part time employees. There
are two shifts for the employees. The first shift employees arrive at 10AM in the
morning and leave at 7.30 in the evening, while the second shift employees report
at 12.30 in the afternoon and leave at the time of Store closing (10pm). Sources of
Recruitment The following are the main sources through which Big Bazaar recruits
its employees.

a) Consultancy Services: For top level management, employees are recruited

through private consultants. They are usually appointed as Departmental
Managers.

b) Walk-ins:
This is the main source through which Big Bazaar recruits its employees. People
seeking job usually themselves approach the HR department for job vacancy.
Employees usually selected from this source are appointed at the entry level as
team members.

c) Employee Referrals: This is the other main source through which employees
are selected. Candidates who have given their previous employer as referrals are
first interviewed and from their previous employer, opinion is taken about their
behaviour and performance in the job. If they receive a positive opinion from their
previous employer they are selected.
d) Campus Recruitment: Young people bring new ideas and fresh enthusiasm.
Therefore Big Bazaar visits some of the reputed educational institutions to hire
some of the most talented and promising students as its employees.

Selection Procedure The following is the selection procedure that the HR

department practices to hire its employees.

I. Interview: For entry level jobs, the candidates are interviewed by a HR

person. They are asked a few basis questions about their education, previous
work experience if any, languages known etc. This is done to evaluate the
candidate’s ability to communicate freely and also other skills. –

II. Psychometric Tests: For higher and top level jobs, candidates are asked to
answer a few questions which basically test their sharpness, analytical
ability, ability to handle stress, presence of mind etc. This is done as
Managers are required to work under stress all the time and still maintain a
cool head to make some vital decisions.

III. Group Discussion: In campus recruitment students are involved in a Group

Discussion, where they will be given a topic on which the group has to
deliberate, discuss and arrive at a solution or a decision which is accepted by
the whole group. Along with the G D they are also given a written aptitude
test. Finally a formal interview will be conducted to assess the overall skills
of the student.

Induction: New employees selected will be given a 13 day induction and training
program. They will be given information about the company’s business, different
departments etc. They will be informed of their roles, duties and responsibilities.
They will also be informed about the HR policies and rules of the company. The
new employees will be on probation for a period of 6 months. After this period the
HR period along with the department manager will review the performance of the
employee. If the employee’s performance is good and encouraging, the employee’s
services will be confirmed.

Compensation & Rewards: The employees are rewarded suitably with attractive
pay packages. The salary of an employee includes basic pay. HRA, special
allowance, PF,ESI, Mediclaim etc. Annual bonus will be given at the time of
Diwali. The employees and their dependents are also entitled for medical treatment
in recognised hospitals with cashless hospitalisation with whom the company has
tie-ups. If a hospital is not recognised, the amount spent by the employee will be
reimbursed. Along with these all the employees are given a card known as
‘Employee Discount card’ (EDC) through which they can buy any product at Big
Bazaar at a special discount of 20-30 %.

Leaves and other rules: An employee during his probationary period is entitled
for 7 days of leave. A confirmed employee is entitled for 30 days of leave in a
year. There is only one type of leave the employees can take which is known as All
Purpose Leave (APL). All the employees will be given identity cards which they
have to wear and also swipe while at the time of entering and leaving the Store.

Performance Appraisal: The HR department conducts performance appraisal of

all the employees annually in the month of April. Based on their performance
increments will be given in their pay. In addition to this if an employee achieves or
exceeds the target given to along with their team members will be provided with
attractive cash and other incentives.

Training & Development: Future group has its own training division for all its
employees, known as ‘Future Learning & Development Limited’ (FLDL). All the
employees are given training for 20 days in a year spread over different periods.

Finance Department

Finance is the life blood of any business. The South Zone Head office located at
Jayanagar, performs most of the financial functions and therefore the Finance
department of Big Bazaar, Banashankri performs a few basic functions, such as
preparing the Store’s ‘Income and Expenditure Statement’ giving full particulars of
all items. It also prepares the budget for expenditure at various levels on different
items. This department is also responsible for deciding and giving the weekly,
monthly and yearly sales targets and the margins for all the departments separately.
The Finance department is also responsible for collecting and depositing the cash
received in the company’s bank account daily.

Marketing Department

Marketing concept is a customer orientation backed by integrated marketing

aimed at generating customer satisfaction as the key to satisfying organizational
goals. For a firm in order to implement the marketing concept it has to focus its
attention on the consumer, ascertain his/her needs, discuss and wants before Every
Brand appeals to individual customers in different ways. Good customer service is
the life blood of any business. Good customer service is all about attending to
existing and potential customers. This maintaining good relationship with the
customers is the key to business success and hence the concept relationship
marketing. Relationship marketing looks at customers and clients over a longer
term. It takes into account the lifetime value of a customer.
Many experts think it costs anywhere from six to ten times as much, to find a new
customer, than to sell to an existing one. Relationship marketing is based on the
idea that people prefer to do business with people who they know and like. After
all, it's easier to buy from a friend, than from someone you've never heard of
before. It's a matter of building trust. It's said that people need to hear an offer at
least seven times before they buy. That concept certainly works against the single
step marketing method. The Marketing department is responsible for marketing of
Big Bazaar’s products through different media like TV, radio, newspapers,
banners, placards etc. The marketing department has to decide and identify the
most effective medium to attract the customers to Big Bazaar thereby increasing
the sales.

The department has to design creative and attractive advertisements through which
the company’s products can be promoted to the customers. The company has to
visit different companies and has to enter in tie-ups for all its advertisement
campaign. The marketing department also consists of another separate department
which is known as ‘Visual Merchandising’. Visual merchandising is an art by
which a retailer makes the store talk to its customers. The colours, signage, lights,
look and feel, everything is taken into account. It is very important to figure out
what is the story, the picture, the idea that is being sold to the customers. Another
concept that was incorporated in Big Bazaar from the beginning was that of
‘Category management’ as opposed to the brand merchandising practice that is
followed by many retailers. Category management is based on the belief that a
customer walks into a store looking for party shirt or a formal trouser, rather than a
particular brand. Therefore the store is designed according to the categories like
men’s formal wear, women’s western wear or a casual wear, etc.
Within the organization too, teams were divided according to the categories that
they managed, rather than the brands. The objective was to create ‘traffic drivers’
within the Store rather than make brands compete with each other. Focussing on
categories also helped to achieve a level of perfection within the specific segments.
This department is responsible for the attractive product arrangement in the Store
with respect to their nature. The basic function of this department is it divides the
Store into some departments based on the nature of the product and also within the
department it decides how the products should be arranged keeping in mind the
customers taste. It also arranges the products to attract the customers and also
ensure easy availability of products.

Logistics

Logistics is a very important department of Big Bazaar. It is responsible for

procuring the stock of all the products of the different departments. The logistics
department receives the goods from the warehouse. The Warehouse of Big Bazaar
for the entire South zone is located at Hosakote, Karnataka. The logistics
department receives the stock of different goods and verifies the quantity and
quality of the goods with the particulars given in the ‘Goods Received Statement’
which it receives along with the stock. Then it checks for any damage in the stock
received. If there is no damage in the stock, after recording it in the ‘Stock Inward
Register’ dispatches the goods to the respective department taking the signature of
the Departmental Manager. On the other hand if there is a damage in the goods or
if the goods do not match the details given in the Goods Received Statement, it
enters in the Stock Outward Register and sends it back to the warehouse along with
a Goods Returned Note giving full information regarding the reason for returning
back the goods and the defect or damage in the goods. The logistics department
receives two truckloads of stock every day. It is the respective departmental
Managers who place an order to the Zonal head office through e-mail for stock of
goods when they feel that the stock has to be replenished. The logistics department
works in complete coordination with all the other departments to ensure that the
stocks are received and maintained properly continuously for the smooth
functioning of Big Bazaar and avoid any inconvenience to the customers.

Sales Department

This department is responsible for the collection of sales amount i.e., cash sales.
There are in all 25 cash counters in the Store. There is a Head Cashier to whom all
the cahiers report and submit the total sales amount collected throughout the day
by the cashiers. In addition to cash all leading credit and debit cards are accepted at
no extra charge. Also Big Bazaar vouchers and Sodexho coupons are also
accepted. A cashier at the time of opening his billing counter will be given an
opening balance of Rs.1000. The cashier has to ensure that all the offers applicable
on respective products are given to the customer in his/ her bill. Also if any free
items are given on some purchases, it should be informed to the customer clearly.
After the billing is done, the cashier has to pack the products neatly in a plastic
cover according to the customer’s needs. At the time of closing the billing counter,
the cashier has to give a statement of cash, with all particulars of different
denominations of cash, amount collected through credit cards, amount collected in
debit cards, amount collected in Sodexho coupons & Big Bazaar vouchers and also
amount collected through Credit Notes. Wednesday Bazaar is a very important and
popular event in Big Bazaar. Every Wednesday fabulous offers and great discounts
are given on most of the products. Customers arrive in large numbers as they
realise that it is on Wednesday that products are offered at the lowest prices.
Recently Big Bazaar Banashankri celebrated its 8th anniversary. Big Bazaar
celebrated this occasion by having the 8th anniversary sale from 12-16th July.
Good discounts and offers were provided on products to celebrate this occasion
along with the customers who were the prime reason for its success. On Saturday
and Sunday also the customer turnout is high, as it is on the weekends that most of
the customers find time for shopping. They arrive along with their family to enjoy
the shopping experience. Good discounts and offers are also provided to attract
more number of customers. Retailing is not just about selling products —it is about
selling an idea. Why do people in shop when they are bored or depressed? It is not
just because they have the money to buy, but because they want to go through an
experience. It is very crucial in retailing to make customers relate to every product
that is being sold, as well as the Store’s environment.

Customer Service Desk (CSD)

As the name suggests this is the separate dept which mainly focuses on customer
service like if a customer finds difficulty in finding any product, if there are any
customer complaints, they are also looked into, any customer assistance etc. is also
provided. There is also an Exchange Counter where if a customer is dissatisfied or
wants to exchange the product he/ she has purchased for any reason , the customers
can exchange them within 7 days of their purchase. When a customer brings a
product for exchange, the product is first received and checked if it is used or
deliberately damaged or tampered with. If it is in an acceptable condition, then the
customer is issued a Credit Note for that amount (product’s price). The customer
can then purchase any product for that amount or just take back the money by
encashing the credit note at a cash counter. If the customer buys a product less than
the amount in the credit note, the difference amount will be returned to the
customer and on the other hand if a customer buys a product more than the amount
in the credit note, the customer will be asked to pay the difference amount. This
department is also responsible for announcing all the offers running in the store on
different products throughout the day. This dept also does gift wrapping for any
product if the customer wants it at free of cost. The dept also collects customers’
opinion / feedback for continuous improvement in their service. The ultimate aim
of this department is to help and satisfy the customer in every possible manner and
makes the customers’ experience memorable.

Administration

The Store administration comes under the Store Manager. Its functions are store
maintenance, housekeeping, security etc. The store maintenance is concerned with
the proper running of the store in co-ordination with all the departments. It also has
to ensure proper back –up power supply in times of power cuts. The Housekeeping
is concerned with keeping all the departments of the Store clean and neat all the
time. Covers and other wastes should be properly cleaned and the floor is swept
regularly to keep it clean. The Security section is concerned with the security of the
entire store. Security department keeps a vigilant check on all the people entering
and departing at the various entry and exit points in the store. They also maintain
all the registers like employees’ attendance register, stock register, visitors’ register
etc. They check all customers’ bill before letting them out of the store. They ensure
orderliness in the store and prevent shrinkage or pilferage of goods to minimize the
loss arising out of it. The housekeeping and security are outside agencies employed
by the store on a contract basis to take care of the respective functions. The
Administration department also has a separate section known as ‘Information
Technology’. This department is responsible for the maintenance of all the systems
of the Store, all billing machines their functioning networking with the master
machine etc. If there is any problem with the machine in any department in the
store, then this department comes into function. This dept integrates all the systems
in the store and properly maintains all of them.

SWOT ANALYSIS
Strengths

1. Better understanding of customers helping the company to serve them better.

2. Vast range of products under one roof helping in attracting customer and
their family to shop together and enjoy the experience.
3. Benefit of early entry into the retail industry.
4. Diversified business operating all over India in various retail formats.
 5. Ability to get products from customers at discounted price due to the scale
of business.

Weaknesses

1. High cost of operation due to large fixed costs.

2. Very thin margin.
3. High attrition rate of employees

Opportunities

1. Lot of potential in the rural market.

2. Can enter into production of various products due to its in depth
understanding of customers’ tastes and preferences.
3. Can expand the business in smaller cities as there is a lot of opportunity.

Threats

1. High business risk involved.

2. Lot of competitors coming up to tap the market potential.
3. Margin of business reducing all the time.

FUTURE PLANS

The Company would continue to pursue its aggressive growth to strengthen its
position as a leading player in the consumption space in India, with an aim to
capture increasing share of the consumer’s wallet. The Company would continue
with its expansion plans and would continue to increase its presence on a pan-India
basis by opening more retail outlets in tier 2 and tier 3 cities and by further
strengthening its position in key metro cities. The Company has planned to
increase its operating retail space from around 8 million square feet currently to
around 12 million square feet by FY08-09. The various subsidiary companies of
the Company, which have been created to cater to various consumption categories,
are currently in initial set-up phase. Most of them will come into their own,
pursuing aggressive growth plans to achieve scale and garner increasing market
share. The Company will also be able to unlock value out of these businesses by
listing these subsidiary companies, and partnering with strategic partners in them,
at an appropriate time. The Company, operating in the consumption space, has
added IT services and education to its portfolio of businesses, apart from the
existing consumer finance, insurance, media, logistics and brand businesses. All
these businesses will help in capitalizing on the synergies with the retail business
to further enhance shareholder’s wealth

FINDINGS & CONCLUSIONS

1. Big Bazaar is undoubtedly the number one retailer in India. It has built a very
emotional and cordial relationship with its customers. It is also very intending to
build long term relationship with all its stakeholders which is very essential for a
successful business venture.

2. It is observed that the organization hierarchy is professional as all the

departmental Managers directly report to the Store Manager who in turn reports to
the Zonal Head.

3. Big Bazaar, with 25 years of experience in the field of weaving fabrics, is the
leading Apparels and fashion design fabric company.

4. There exist a healthy and positive relationship between employees and

managers.

5. The employees accept their responsibilities wholeheartedly, accept that it is

their responsibility to carry out a part of the activities of the company and they will
be held accountable for the quality of their work.

6. It is found that more than 60% of employees are of the age group of 20-35. From
this it reveals that company is having young and energetic workforce who are very
creative, enthusiastic and also very determined to grow in their career and in turn
helping the company to grow.
7. Working environment is good and also the various facilities provided helps in
motivating the employees.

8. The company is reaching out to all the sections of the society as it is creating a
hypermarket where not only the rich people shop but also the middle and the lower
class customers come to enjoy the whole shopping experience.

REFERENCES
1. Big Bazaar, Powai, Mumbai.

2. www.bigbazzar.com

3. www.google.com

4. Kishore Biyani (2007), It Happened In India (1st Edition), Rupa

Publications.