“The Deep Study of Performance Appraisal Of

Employees at Big Bazaar”

Research Report
Submitted towards partial fulfillment
Of
Master of business management

(Approved byMahamaya Technical University)

Academic session
2011-2013

UNDER THE GUIDANCE OF:

SUBMITTED TO: Mrs. HIMANI GOSWAMI SUBMITTED BY:
(HOD) MBA DEPT. ZARQUA NEYAZ
ROLL NO.-1122270057

ITS ENGINEERING COLLEGE

GREATER NOIDA
 DECLARATION BY STUDENT

I, ZARQUA NEYAZ student of “MBA”, ITS Engineering College, Gr. Noida hereby declares
that all information, facts and findings furnished in this research report are based on my
indigenous work and any resemblance from existing work is purely coincidental in nature.

ZARQUA NEYAZ
(Candidate Name)

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ACKNOWLEDGEMENT

I wish sincere thanks and appreciation to all those ideas that have been helpful in preparing this
Research report.

First of all, I would like to acknowledge my gratitude to the entire staff of BIG BAZAAR for
providing me ample opportunities to learn a lot and to complete my Research Report.

I gratefully acknowledge my deep sense of gratitude to Mr. AMIT BANSAL(HR manager) of

future group, big bazaar- who, very kindly accepted my request for undertaking my Research
report in pursuance of my MBA course approved by MAHAMAYA TECHNICAL
UNIVERSITY and extended his expert guidance in preparing this research report.

Mrs. Himani Goswami

HR Faculty
ITS Engineering College, Gr.Noida

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PREFACE

Research Report is an integral part of our academic curriculum. During the Research a student
gets an opportunity to set the practical aspects of theory. Research makes the concept clear and
it gives the perfect knowledge of the practical life.

This Research Report is the outcome of the Research that I have undergone for “ performance
appraisal in big bazaar”.

Due to short span of time I analyzed a proper number of employees to fulfill my requirements
of the Research work through questionnaire and personal interview.

I offer my courteous thanks to Mr. AMIT BANSAL for h is guidance and help which they
provided me while preparing this Research Report.

ZARQUA NEYAZ

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TABLE OF CONTENTS

Executive Synopsis…………………….......................................................................................7
Preamble………………………………………..…………………………………………….....9

Chapter 1…………………………………………………………………………
Company Profile………………..…………………………………………………................…16
Corporate Governance Report......................................................................................................17
Future Group...............................................................................................................................18
Board of directors........................................................................................................................21
Company history……………………………………………………………………………......22
Future group, vision&mission…………………………………………….………………….....32
Values……………………………………………………………………………………......….33
Customer
Interaction…………………………………………………………….………………………...34
Objectives of study………………………………………………………………………...……44
Organization profile……………………………………………………………………...……..45

Chapter 2…………………………………………………………………………
Research methodology.................................................................................................................47
Research Design...........................................................................................................................47

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Sample Design.............................................................................................................................47
Data collection & Analysis.......................................................................................................48
Tools of Analysis & presentation.................................................................................................49

Chapter 3………………………………………………………………………..
Findings and Analysis ………………………………………………………………………….57

Chapter 4………………………………………………………………………..
Conclusion…………………………………………………………………................................58
Limitations………………………………………………………………………..……….……59

Chapter 5.......................................................................................................
ANNEXURE……………………………………………………………………………………………………..60
Bibliography………………………………………………………………….……………...….74

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EXECUTIVE SYNOPSIS

A performance appraisal (PA) is a systematic and periodic process that assesses an individual
employee’s job performance and productivity in relation to certain pre-established criteria and
organizational objectives. 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. Performance appraisal is necessary to measure the
performance of the employees and the organization to check the progress towards the desired
goals and aims.
The purpose of the report is to study and analyze the motivation of employees and to
Study the impact of the performance appraisal of the employees considering it as a long term
process.
Performance appraisal helps to rate the performance of the employees and evaluate their
contribution towards the organizational goals. If the process of performance appraisals is formal
and properly structured, it helps the employees to clearly understand their roles and
responsibilities and give direction to the Individual’s performance. It helps to align the
individual performances with the organizational goals and also review their performance.
Performance appraisals should focus on three objectives: performance, not personalities; valid,
concrete, relevant issues, rather than subjective emotions and feelings; reaching agreement on
what the employee is going to improve in his performance and what you are going to
do.Employee motivation is a reflection of the level of energy, commitment, and creativity that
7
company'sworkerbring to their jobs. Performance is considered to be a function of ability and
motivation thus:
Job performance =f(ability)(motivation)

Ability in turn depends on education, experience and training and its improvement is a slow and
long process. On the other hand motivation can be improved quickly. There are many options
and an uninitiated manager may not even know where to start. As a guideline, there are broadly
seven strategies for motivation.
Positive reinforcement
Effective discipline and punishment
Treating people fairly
Satisfying employees needs
Setting work related goals
These are the basic strategies, though the mix in the final 'recipe' will vary from workplace
situation to situation. Essentially, there is a gap between an individuals actual state and some
desired state and the manager tries to reduce this gap.
Motivation is, in effect, a means to reduce and manipulate this gap. It is inducing others in a
specific way towards goals specifically stated by the motivator. Naturally, these goals as also
the motivation system must conform to the corporate policy of the organization. The
motivational system must be tailored to the situation and to the organization.

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PREAMBLE

PERFORMANCE APPRAISAL
(Literature review)

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 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 appraisal is necessary to measure the performance of the employees and the
organization to check the progress towards the desired goals and aims.

The latest mantra being followed by organizations across the world being – "get paid according
to what you contribute" – the focus of the organizations is turning to performance management
and specifically to individual performance. Performance appraisal helps to rate the performance
of the employees and evaluate their contribution towards the organizational
Goals. If the process of performance appraisals is formal and properly structured, it helps the
employees to clearly understand their roles and responsibilities and give direction to the

9
Individual’s performance. It helps to align the individual performances with the organizational
goals and also review their performance.
Performance appraisal takes into account the past performance of the employees and focuses
on the improvement of the future performance of the employees. We attempt to provide an
insight into the concept of performance appraisal, the methods and approaches of
performance appraisal, sample performance appraisal forms and the appraisal software’s
available etc.

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Pitfalls to Avoid

When conducting performance appraisals on any level, it is important to keep in mind the
common pitfalls to avoid.
These pitfalls may include but are not limited to:

1. Bias/Prejudice. Race, religion, education, family background, age, and/or sex.

2. Trait assessment. Too much attention to characteristics that have nothing to do with the job
and are difficult to measure.

3. Over-emphasis on favorable or unfavorable performance of one or two tasks which could

lead to an unbalanced evaluation of the overall contribution.

4. Relying on impressions rather than facts.

5. holding the employee responsible for the impact of factors beyond his/her control.

6. Failure to provide each employee with an opportunity for advance preparation (Maddux,
1993)

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Employee Motivation

"The only way to get people to like working hard is to motivate them. Today, people must
understand why they're working hard. Every individual in an organization is motivated by
something different." -Rick Pitino
There are many employee motivation definitions. Personally I like this simple one: “Employee
motivation is a reflection of the level of energy, commitment, and creativity that a company's
workers bring to their jobs.”
I think that’s a clear way to look at it but if that one doesn’t quite work for you, here’s an
alternative employee motivation definition:
"Psychological forces that determine the direction of a person's behavior in an organization, a
person's level of effort and a person's level of persistence. All managers want to motivate their
employees to do well.

Why is employee motivation important?

You can have a lovely shiny car, but it’s worthless if it doesn’t have the power of a great engine
behind it. Your employees are the engines of your organization and like any finely tuned engine
your workforce to operate smoothly and effectively. The fact is employee motivation is directly
linked to business profits, and the more self-motivated your employees are, the more
differentiated and successful you will be as a business.
• Motivated employees look for better ways to do a job.
•Motivated employees care about their customers
• Motivated employees take pride in their work.
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• Motivated workers are more productive.

What motivates employees?

Every person has a different reason for going to work. These reasons are as individual as
whichever person you may ask. But all of the reasons for working share a common thread. We
all obtain something from work we need.

The most effective factors relating to employee motivation are related to intrinsic motivation:
1. Empowerment: Feeling trusted and empowered is a tremendous motivator.
2. Growth: Feeling that they are growing and developing personally
3. Inclusion: ‘To belong’ is a fundamental need, whether as a member of a family, peer group,
network, team or company. It’s human nature to want to be on the inside, not the outside.
4. Purpose: Today people care more about what happens tomorrow, and want to contribute to
ensuring the future of our children, and the health of our communities and planet.
5. Trust: the fabric that holds it all together and makes it real.

Methods and techniques for motivating employees:

Employee motivation through job rotation.

Employee motivation through job enlargement.

Employee motivation through job enrichment.

Employee motivation through job involvement.
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14
CHAPTER 1:

COMPANY PROFILE

Pantaloon retail (India) limited is India’s leading retailer that operates multiple retail format in
both the value and lifestyle of the Indian consumer market in Mumbai, the company operates
over 12 million square feet retail space, has over 35000 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 loop, touch
and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality
and central, chain of seamless destination malls. Some of its others formats include depot, shoe
factory, brand factory, blue sky, fashion station, mobile bazaar and star sitar (beauty clinic). The
company also operates an online portal, futurebazaar.com.
a subsidiary company, home solution retail(India) limited , operates home town, a large –format
home solution store , selling home future products and e-zone focused on category to the
consumer electronics segment.
Pantaloon retail was awarded the international retailer of the year of 2012, by the US based
national retail federation, the largest retail trade association and the ‘emerging market retailer’
of the year of 2012 at the world retail congress in Barcelona.
Pantaloon retail is the flagship company of future group, a business group catering to the entire
Indian consumption space.
The group’s subsidiary companies includes, home solutions retail Indian limited, pantaloon
industries ltd, galaxy entertainment and Indus league clothing.

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Corporate governance report

Corporate governance indicates transparency, accountability and reliability on any organization.

One of the core missions of the organization is to achieve excellence in all spheres, be it
profitability, growth in market share, superior quality of products and services to the
satisfaction of the stakeholders through an efficient and effective code of governance.
We aim to providing fairness, clarity and transparency in all our dealing and increasing the
value of stakeholders of the company.

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Future group

Future group, led by its founder and group CEO, Mr. Kishore Biyani, is one of India’s leading
business houses with multiple businesses spanning across the consumption space. while retail
forms the core business activity of future group, group subsidiaries are present in consumer
finance , capital, insurance, leisure and entertainment brand development , retail real estate
development, retail media and logistics.
Led by its flagship enterprise, pantaloon retail, the group operates over 12 million square feet of
retail space in 71 cities and towns and 65 rural locations across India. Headquartered in Mumbai
(Bombay), pantaloon retail employs around 35,000 people and is listed on the Indian stock
exchanges. The company follows a multi-format retail strategy that captures almost the entire
consumption basket of Indian customers. In the lifestyle segment, the group operates
pantaloons, a fashion retail chain and central, a chain of seamless malls. In the value segment,
its marquee brand, big bazaar is hypermarket formant that combines the look, touch and feel of
Indian bazaars with the choice of convenience of modern retail.

In 2010, big bazaar opened its 100th store, marking the fastest ever organic expansion of a
hypermarket. The first set of big bazaar stores opened in 2008 in Kolkata, Hyderabad and
Bangalore.

17
The group’s specialty retail formats include books and music chain, depot, sportswear retailer,
planet sports , electronics retailer, ozone , home town and rural retail chain, adhere, among
others. It also operates popular shopping portal, futurebazaar.com.

Future capital holdings, the group’s financial arm provides investment advisory to assets worth
over $1 billion that are being invested in consumer brands and companies, real estate, hotels
and logistics. It also operates a consumer finance arm with branches in 150 locations.

other group companies include , future general, the group’s insurance venture in partnership
with Italy’s general group, future brand’s a brand development and pier company, future
logistics, providing logistics and distribution solutions to group companies and business
partners and future media , a retail media initiative.
The group’s presence in leisure & entertainment segment is led through; Mumbai- based listed
company galaxy entertainment limited. Galaxy leading leisure chains, sports bar and bowling
co.
And family entertainment centers, through its partner company , blue foods the group operates
around 100 restaurants and food courts through brands like Bombay blues, spaghetti kitchen,
noodle bar, the spoon, copper chimney and gelato.
Future group’s joint venture partners include, us-based stationery products retailer, staples and
middle east- based axiom communications.
Future group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the group’s core value of ‘Indianans’. The
group’s corporate credo is, rewrite rules, retain values.

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Consumption cosmos

The retail formats are geared to capture consumption spending in key categories in both value
and lifestyle segment. And specialized businesses backed by capital and investments in
developing the necessary consumption infrastructure is helping build a consumption ecosystem.

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 Board of directors

 Mr. Kishore Biyani

Managing director

 Mr. GopikishanBiyani
Whole time director

 Mr. ShaileshHaribhakti
Director

 Dr. DarlieKoshy
Director

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COMPANY HISTORY
Year events
1987- the company was incorporated on the 12th October, under the name of man wear private
limited.

1991- The company was converted into a public limited company under the name of man wear
limited on 20th September.
-The company name was changed to pantaloon fashions (India) limited vide certificate of
incorporation dated the 25th September.
-The company is engaged in the manufacture and marketing of quality ready- made garments
for men, including trousers, shirts, denims, blazers and sleep suits, at its units located at Andrei
in Bombay.
-The company’s products are being marketed under the brand name “pantaloon” and “bare
necessities” through a network of over 300 dealers spanning the metro and class 1 city in the
country.
-The company is promoted by Shri Kishore Biyani, friends and associates.

1992- The company has successfully launched the “pantaloon” trousers, shirts, denims, sleep
suits and other ready- made garments.

1993- The company recently made a public issue of 25,55,000 equity shares of rs.10/- each for
cash at par in may. The company has allotted 36,57,100 equity shares.
On 28th July in consultation with the stock exchange Bombay.
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1994- The company is launching a new brand of shirts called ‘john miller’ at affordable prices.

1995- Pantaloon fashions (India) limited has launched “john miller” shirts.

1996- Pantaloons fashions (India) ltd. has launched the Yorker to concede with the world cup.

2000- The company has launched women’s wear, children’s wear and household products in the
last few months.
-The company has issued 10,00,000 non- cumulative preference shares Rs.10/- each
aggregating Rs. 1,00,000/- on private placement basis.

2001- The company has introduced “Shristi” range ofSalwaarKameez. The company has also
knitted t-shirts to its range of products.

2003- The company opened a state-of-art family store at prestigious “crossroads” , hajji Ali,
Mumbai, spread over an area of 4,500 sq. ft.
-The name of the company was changed with the approval of the members to pantaloon retail
(India) ltd.
-The company has recently set up a state-of-the-art trouser manufacturing plant in Mumbai with
a capacity of 1,200 pieces per day.
-Entrepreneurial Judea is setting up a joint venture sportswear company with the promoters of
pantaloon retail (India) ltd.

22
2004- The company share transfer committee, have allotted 10, 00,000 no. of equity shares of
Rs. 10/- each at a premium of Rs. 33/- per share on private placement basis to ICICI ltd. a/c.
structured products fund.
-The total paid up capital of the company is 1, 25, 19,413 no. of equity shares of Rs. 10/- each,
ICICI ltd. a/c structured products fund will be holding 7.99% of the enhanced share capital.
Pantaloon retail (India) ltd. has launched stain free with scotch guard, a new range of formal
shirts and trousers.

2005- Retail major pantaloons have forged an alliance with Arvin mills for the supply of fabric
and apparel for its house brands.
-finalized a leasing deal to occupy 50,000 sqft of space for Rs 25 Lakhs.
-Issue of 4 million equity shares of rs.10/- each to the promoters of the company on a
preferential basis at a price as per SEBI guidelines.
-Tied up with Andhra Pradesh handloom weavers’ cooperative society and national institute of
fashion technology.

2006- Pantaloon retail India ltd has informed that the board of directors of the company has
allotted 40 Lakh equity shares to the promoters and their associates on preferential basis at a
price of rs.31.50 per share.
-Promoters sell 584098 shares.
-Pantaloon has launched a range of movie-specific merchandise such as notebooks, folders,
pens, mouse pads etc.

23
-Incidence of fire occurred at one of ATM centre in Maheshwari plaza mall/ big bazaar at
abides, Hyderabad.
-Preferential issue of 8, 65,000 equity shares of Rs.10 each at a premium of rs.40 per share to
promoters and associates.

2008- Allotment of 8,65,000 equity shares to the promoters and their associates on preferential
basis at a price of rs.50/- per shares as approved by the members of the company at their
meeting held on December 20, 2002.
-Change of registered office from ‘pantaloon house’, g-11, midi, cross road a, Andrei (east),
Mumbai- 400093 to ‘knowledge house’, off. Jogeshwari- Vikhroli link road, shy am Nagar,
Jogeshwari (e), Mumbai- 400060 i.e. January 31, 2003.
-Acquires the trademark and exclusive licensing rights for apparel brand nodules in India, from
us- based nodules Inc.
-Forged an alliance with ICICI Lombard to offer one year free insurance cover to customers
acquiring gold from gold bazaar.
-Teams up with Italian apparel behemoth mode and musical to market its casual sportswear
brand umm in domestic market.
-Received a letter from ICICI venture funds management company limited, in which they have
stated that they have sold 2,71,083 shares aggregating to 2.04% of the total paid-up capital of
the company as on September 12, 2003.
-ICICI venture funds management company ltd. sells 279900 equity shares of the company,
bring down the stake in the company to 3.37% (449017 shares).

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-Board approves a proposal to allot 9.5 Lakh shares (of Rs 10 each) to promoters and associates
at premium of Rs. 102 per share.
-Promoters sell 4.6% stake of the company.
-Pantaloon industries ltd. acquires 3, 00,000 shares aggregating to 1.57% of the paid up equity
share capital of the company.
-American funds insurance series global small capitalization fund have acquired 2, 09,500
shares of pantaloon retail India ltd. representing 1.1525 of the total paid up capital of the
company.

2009- Pantaloon retail (i) ltd. enters into strategic alliance with Arvin brands ltd.
-Pantaloon retail calls off strategic alliance with arcos ltd.
-Appoints Mr. Veda PrakashArya as chief operating officer. Mr. Arya will take charge of the
retail operations of the company.
-Ties up Arvin brands ltd for ruff and tuff brand at its big bazaar outlets across the country.
-Pantaloonretail(India) ltd has signed a memorandum of understanding (MOU) with K.J.
Somiya institute of management and research studies to offer a specialized course in retail
management.
-Pantaloon joins hands with Unitech for home stores chain.

2010- the pantaloon retail has made an offer under regulation 10 of the SEBI (sass) regulations
to the public shareholders of galaxy entertainment corporation ltd (“target company”) to acquire
up to 2,542,400 fully paid equity shares of Rs 10/- each, representing in
the aggregate 20% of the post issue voting capital at a price of Rs 51/- (rupees fifty one only0
per share (“the offer price”) payable in cash subject to the terms and conditions mentioned.
25
-Pantaloons set up restaurant at Bangalore central hall.

2011- Pantaloon retail enters into an agreement with CapitaLand Singapore.

-Pantaloon retail join hands with management schools across the country.
-Pantaloon retail India ltd has launched its newest retail venture ‘depot’.
-Pantaloon retail- strategic alliance agreement with ruche soya industries.
-Pantaloon retail signed MOU with blue foods on July 31, 2006.
-Pantaloon retail signs MOU with Mani pal health systems on august 05, 2006.
2007- pantaloon retail India ltd has entered into a 50:50 joint venture (JV) with axiom telecom
LLC, UAE, to do sourcing and wholesome distribution of mobile handsets, accessories and
setting ape service centers and authorized after sales service centers for mobile handsets in
India.
2011- Pantaloon retail (India) ltd. has appointment Mr. Deepak Tanana as deputy company
secretary and he shall be compliance officer with immediate effect.
-Pantaloon retail has inked a 50-50 joint venture pact with French apparel firm Celia to add to
its garment retailing in India.
-The company has issued bonus shares in the ratio of 1:10.
-Pantaloon retail joins hand with French firm.

26
 Strategy
3-C Theory

According to Kishore Biyani's 3-C theory, Change and Confidence among the entire population
is leading to rise in Consumption, through better employment and income which in turn is
creating value to the agricultural products across the country. Big Bazaar has divided India into
three segments:
India one: Consuming class which includes upper middle and lower middle class (14% of
India's population).
India two: Serving class which includes people like drivers, household helps, office peons,
liftmen, washermen, etc. (55% of India's population) and
India three: Struggling class (remaining 31% of India's population).
While Big Bazaar is targeted at the population across India one and India two segments,
Aadhaar Wholesale is aimed at reaching the population in India three segment. With this,
Future Group emerged as a retail destination for consumers across all classes in the Indian
society.

27
Operations:

The Big Bazaar Store in Chaudhary Mall Ghaziabad.

Most Big Bazaar stores are multi-level and are located in stand-alone buildings in city centers as
well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of
categories led primarily by fashion and food products.
Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is now
present within every Big Bazaar as well as in independent locations. A typical Big Bazaar is
spread across around 50,000 square feet (4,600 m2) of retail space. While the larger
metropolises have Big Bazaar Family centres measuring between 75,000 square feet (7,000 m2)
and 160,000 square feet (15,000 m2), Big Bazaar Express stores in smaller towns measure
around 30,000 square feet (2,800 m2).
Big Bazaar has the facility to purchase products online through its official web page, and offers
free shipping on some of their products.

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 Innovations
Wednesday Bazaar
Big Bazaar introduced the Wednesday Bazaar concept and promoted it as “HafteKaSabseSasta
Din”. It was mainly to draw customers to the stores on Wednesdays, when least number of
customers are observed. According to the chain, the aim of the concept is "to give home makers
the power to save the most and even the stores in the city don a fresh look to make customers
feel that it is their day".

SabseSasta Din
With a desire to achieve sales of Rs 26 Crore in a one single day, Big Bazaar introduced the
concept of "SabseSasta Din". The idea was to simply create a day in a year that truly belonged
to Big Bazaar. This was launched on January 26, 2013 and the result was exceptional that police
had to come in to control the mammoth crowd. The concept was such a huge hit that the offer
was increased from one day to three days in 2013 (24 to 26 Jan) and to five days in 2013 (22-26
Jan).

MahaBachat
MahaBachat was started off in 2013 as a single day campaign with attractive promotional offers
across all Big Bazaar stores. Over the years it has grown into a 6 days biannual campaign. It has
attractive offers in all its value formats such as Big Bazaar, Food Bazaar, Electronic Bazaar and
Furniture Bazaar - catering to the entire needs of a consumer.

29
The Great Exchange Offer
On February 12, 2013 Big Bazaar launched "The Great Exchange Offer", through with the
customers can exchange their old goods in for Big Bazaar coupons. Later, consumers can
redeem these coupons for brand new goods across the nation.

30
 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.”

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 our positive attitude, sincerity, humility and united determination shall be
the driving force to make us successful.

31
 Core values:
Indian Ness: confidence in ourselves.
Leadership: to be a leader, both in thought and business.
Respect and 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 and 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.

32
 Customer Interaction

Our business largely encourages a self-service culture among our customers. Everything
is well communicated and displayed in the store, and this helps the customers to shop on
their own. However, customers would still like to get help when they need from somebody who
is courteous, helpful & effective.
Every customer interaction is an opportunity for us to contribute to the customer’s
satisfaction. The customer maybe looking for something specific, or have a question
about our products, our store or our policies. Or the customer may just be looking around
sometimes a customer could have dissatisfaction against our system, have experienced.
Some incident where we went wrong, or have a suggestion for us to improve.
At all these times, effective and courteous interactions with all our customers go a long
Way in ensuring the success of our store. An effective customer interaction is about
Communication and problem solving. If we are able to provide a solution to them, we win
A loyal customer for life.
The following procedures have been put together to enable effective & courteous
Customer interactions between staff from our various sections and customers walking into
Our stores.

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 Grooming

A well-groomed person is a pleasure to be around. There is a natural liking felt for

such a person and a certain amount of respect also follows. Every person who is part
of the Future Group family should strive to be seen as a well-groomed person.

The customers entering our stores are looking forward to a shopping experience that
is easy, friendly and pleasant. They would like to shop in a place which is easy on
their senses, and not offensive in any manner. Meeting well-groomed staff will
definitely add to her pleasant experience.
Hence, it is important that all our staff members come across as clean & neat in
appearance& courteous in their behavior.

The following standards, when maintained, will go a long way in ensuring that the in store
experience for the customer is pleasant & enjoyable.

These standards apply to all people working in-the-store including floor sales staff,
floor supervisory staff, back-office staff, security & housekeeping personnel.

34
Appearance

􀂃 Present a neat & clean appearance.

􀂃 Prescribed uniform(incl. shirt, trousers, shoes & socks) must be worn clean &

Ironed
.
􀂃 No stains, broken buttons, or loose thread on uniform
.
􀂃 Shoes to be clean & polished.

􀂃 No sandals/slippers/sports shoes to be worn while on duty.

􀂃 Nails must be clean & cut.

􀂃 when in store premises, even during off-duty hours, a well dressed appearance

Needs to be maintained

􀂃 Hair to be combed before commencing duty, never in front of customers.

35
Specifically for Men

􀂃 Hair must be short, clean & tidy

􀂃 Incase of long hair, it must be tied

􀂃Must be clean-shaven

􀂃 Incase of beards/moustaches, must be trimmed, neat & tidy

􀂃 Earrings & bracelets not to be worn on the floor

􀂃Only black socks & black belts are allowed

Specifically for Women

􀂃 Long hair must be tied

􀂃 No flowers on the head

􀂃 No bright colored nail polish

36
􀂃 Minimum, non-flashy jeweler can be worn

􀂃 Dangling earrings, noisy anklets & bangles must not be worn on the floor

􀂃Only very light make-up to be applied (lipstick of very light shades only)

􀂃 Socks & belts, if worn, must be black in color.

Personal Hygiene

􀂃 Hands to be clean at all times

􀂃 Body odor & bad breath to be under control as they are offensive to the
Customer.

􀂃 Chewing gum / eating are not allowed on the floor.

Presenting Self

􀂃 Straight & upright posture to be maintained

􀂃Slouching on the floor to be avoided

37
􀂃 Hands in pockets & hands on the hips is not courteous to the customer &

hence to be avoided.

􀂃 Cell phones are to be carried on the floor only by employees duly authorized

by Area Manager with a written permission. However, the use of cell phones

is strictly prohibited while interacting with the customers on shop floor.

Dress Code / Uniform

􀂃Besides being trained and competent, it is important for staff to be properly

groomed and presentable at all times at work. The Uniforms provided play a

major role in the same

􀂃 Personnel in Band 2 and above to be in prescribed uniform, without exception

􀂃During working hours, entire store staff to be in complete prescribed uniform

(includes shirts/t-shirt, trousers, socks & shoes, belt & ID card, gloves for staff
38
handling edible foodstuff and caps for staff at Your Kitchen & Live Bakery)
The Store HR will issue Uniforms to all staff & will provide the following sets
of uniforms to each employee:

􀂃 Frontline staff – Band 1 – Co-coordinators: 3 shirts/t-shirts (BB Shirt/ FB T-shirt),

2 pairs of black trousers and 1 pair of formal black shoes every year.
Winter wear, for stores in the zones where applicable – 2 jerseys every 2
years.

􀂃 Store Management – Band 2 & above: 3 Yarn-dyed-stripes Shirt and 2 Navy

Blue trousers (both with Future Group logo) every year. Winter wear – 2 Navy
blue jerseys every 2 years.

􀂃 Flexi & Part timers will be provided with company apron/appropriate clothing
as decided.

􀂃 Promoters & SIS Staff : either Brand uniforms or standard Store Uniforms
with their Brand logo or prescribed dress code

􀂃 Security & Housekeeping staff to wear uniforms as provided by their

employers i.e. Contract agency as per agreement with us.

Replacement of Uniforms

39
Replacement of uniforms will be done by Store-HR, in case of:
􀂃 Defect and / or damage

􀂃 Mismatch with indented size

􀂃 Wear-and-tear ( Store HR to assess the need for such replacement and

recommend )

􀂃 Incase of separation - resignation or otherwise, the employee to return the

Uniforms to the Store HR.

􀂃If the employee loses the Uniform or leaves the company within 6 months of
joining, a sum of Rs. 450 for lady employees and Rs. 650 for male employees
will be recovered from their full and final settlement.

40
Fun Zone

A Staff Room is the only space in the workplace, which belongs to the staff,
where they can unwind without any hesitations. They can regain their energy, get
refreshed and get all geared up for the work.
It is our responsibility to provide a healthy working environment for the Staff. The
project ‘Our Fun Zone’ must ensure Staff Room (Our Fun Zone) in every store.
Besides the basic facilities that need to be there, the space must be exciting for the
Staff.

41
Responsibility

It is the responsibility of the Store Manager to ensure that this process is

adhered to at the store without any deviation.

The Store HR must carry out the process set forth in this SOP and ensure
that there is no deviation. Store HR to also appoint a Fun Zone Team
consisting of four members to assist him/her in the Fun Zone operations

Requirements in the Fun Zone

Ambience

Ideally 250 sqft for every 100 employees in the Store

Bright color walls with themes. For e.g. Big Bazaar Colors

Eye – catching display of Company Vision, Mission and Values

Proper ventilation & cooling system

Enough Ceiling space

42
OBJECTIVES OF PROJECT

 To study and analyze the motivation of employees.

 To study the impact of the performance appraisal of the employees considering it as a
long term process.
 To understand the needs and the areas of improvement in the employees working
procedure.

43
Organization profile

Big bazaar is a chain of department store in India currently with 100 outlets. It is owned by
pantaloons India ltd., future group. it works on the same economy model as wall-mart and has
been successful in many Indian cities and small towns. The idea was pioneered by entrepreneur
Mr. Kishore Biyani, the CEO of future group. Currently big bazaar stores are located only in
India. It is the fastest growing chain of department stores and aims at having 350 stores by
2012.
Big bazaar has democratized shopping in India and is so much more than a hypermarket. Here
you will find over 17000 products under one roof that cater to every need of a family, making
big bazaar India’s favorite shopping destination.

At big bazaar, you will get the best products at the best prices- this is our guarantee. from
apparel to general merchandise like plastics, home furnishings, utensils, crockery, cutlets,
sports goods, car accessories, books and music , computer accessories and many more. Big
bazaar is the destination where you get products available at prices lower than map, setting a
new level of standard in price , convenience and quality.
If you are as fashion conscious buyer who wants great clothes at great prices, big bazaar is the
place to be. Leveraging on the company’s inherent strength of fashion, big bazaar has created a

strong- value-for money propositions for its customers. This highlights the uniqueness of big
bazaar as compared to traditional supermarkets, which principally revolve around food,
groceries and general merchandise.

44
Big bazaar has clearly emerged as the favorite shopping destination for millions of its
customers, across the country, its success is a true testament to the emotional bonding it has
established with the Indian customer, on account of its value offerings, inspirational appeal and
service levels. We believe big bazaar is a true pan-Indian model that can enter into most towns
in India and democratize shopping everywhere.

45
CHAPTER 2:

RESEARCH METHODOLOGY

The methodology used in the study report by using both primary & secondary data. The primary
data has been collected with the help of unstructured questionnaire as well as personal
observation book, magazine; journals have been referred for secondary data.

Research Design:-
Research Design is the basic framework, which provides guidelines for the rest of research
process. . The foundation of research design is to ensure that the required data is accurate and
economical.
In this project research used:-Descriptive research

Descriptive design is used when the subject matter of the research topic is neither absolutely
ambiguous nor absolutely certain.

Sample Design:-
Sampling can be defined as the section of some part of an aggregate or totality on the
basis of which judgment or an inference about aggregate or totality is made.

Sample Unit:- Sampling unit was the employees of big bazaar.

46
Sample Size:-
The sample consists of 70 employees of the store including the managers as well as store
manager.

Sample Technique:-The technique of sampling is non- probability sampling.

Sampling area:- The area of sampling is big bazaar

Data Collection and Analysis:-

Data Collection: Information has been collected from both Primary and Secondary
Sources of data collection.

Secondary sources- Secondary data are those, which have already been collected by someone
else, which already had been passed through the statistical process. Secondary data had been
collected through websites, newspapers and journals. The research is mainly based on
secondary research .The secondary data is collected from various databases, websites .

Primary sources- Primary data are those, which are collected are fresh and for the first time
and thus happen to be original in character. The questionnaire was given to the employees for
responses. The questionnaire consisted on the theory Maslow’s need hierarchy needs theory.

Tools:- Tools were questionnaire and journals.

47
Tools of Analysis &Presentation

Data Analysis
Can the variables (d1-d4) be represented by a reduced set of variables

Factor Analysis

Mean Std. Deviation

Visibility 1.46 .584

Work recognized 1.12 .323
Status 2.36 1.071
Satisfaction 2.13 .662

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling

.627
Adequacy.
Bartlett's Test of Approx. Chi-Square 3.875
Sphericity df 6
Sig. .694

48
Communalities

Initial Extraction

Visibility 1.000 .117

Work recognized 1.000 .581
Status 1.000 .927
Satisfaction 1.000 .632

Total Variance Explained

Extraction Sums of Rotation Sums of Squared

Initial Eigenvalues Squared Loadings Loadings

% of Cumulative % of Cumulative % of Cumulative

Component Total Variance % Total Variance % Total Variance %

1 1.234 30.847 30.847 1.234 30.847 30.847 1.234 30.847 30.847

2 1.023 25.573 56.419 1.023 25.573 56.419 1.023 25.573 56.419
3 .984 24.607 81.026
4 .759 18.974 100.000

49
50
Component Matrix

Component
1 2

Satisfaction -.773
Work recognized .720
Visibility .342
Status .962

51
Rotated Component Matrix

Component
1 2

Satisfaction -.772
Work recognized .721
Visibility .342
Status .962

52
Component Score Coefficient Matrix

Component

1 2

Visibility .277 -.024

Work recognized .585 .241
Status -.019 .941
Satisfaction -.626 .185

Bartlett’s test of sphericity is significant at 5% level of significance. Thus, sample size is

appropriate and
KMO value is .627>.05Therefore, factor analysis is appropriate for analyzing the correlation
matrix.
Here 2 factors are extracted with Eigen value>1 which accounts for 56.419% of the total
variance.
Factor 1 explains the variance of 1.234, which is 30.847% of total variance of 4 variables, factor
2.
Explains a variance of 1.023, which is 25.57% of the total variance.
The amount of variance accounted for by the factors is 5.6419 and the remaining together
accounts for 342.58% of the total variance. Therefore, by the loss of 43.58% of the information
we can trust on these 2 factors.

53
Inferences

On an average, respondents have given .611 score to the factor 1. Therefore, respondents are
neutral towards (factor 1 visibility and responsibility).
Factor 2 has an average score of .962. This implies respondents agree with (factor 2 status)
mean rating for the company is .786. This implies that as whole respondents are satisfied with
the company.

54
CHAPTER 3:

Findings and Analysis

Future group is one of India’s leading business houses with multiple businesses spanning across
the consumption space. Pantaloon retail employs around 35,000 people and is listed on the
Indian stock exchanges. The company follows a multi-format retail strategy that captures almost
the entire consumption basket of Indian customers.

The group’s specialty retail formats include books and music chain, depot, sportswear retailer,
planet sports , electronics retailer, ozone , home town and rural retail chain, adhere, among
others. It also operates popular shopping portal, futurebazaar.com.

Future group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the group’s core value of ‘Indianans’.
Big bazaar has democratized shopping in India and is so much more than a hypermarket. Here
you will find over 17000 products under one roof that cater to every need of a family, making
big bazaar India’s favorite shopping destination.

Big bazaar has clearly emerged as the favorite shopping destination for millions of its
customers, across the country, its success is a true testament to the emotional bonding it has
established with the Indian customer, on account of its value offerings, inspirational appeal and
service levels.

55
CHAPTER 4:

CONCLUSION

As the report study was on the Study of Performance Appraisal of Employees of Big Bazaar
through Employee Motivation. Through the Summer Training the study was drawn on the
above topic and the primary data was collection from the employees. By the help of primary
data the conclusion was drawn on the Performance Appraisal of Employees of through
Employee Motivation.

The purpose of the report was to study the impact of the performance appraisal of the
employees considering it as a long term process and to understand the needs and the areas of
improvement in the employees working procedure.

Some statistical tools have also been applied on the primary data collected through the
questionnaire. SPSS tools were used to draw some analysis and interpretation on the data.
Factor analysis is used as a statistical tool to reduce the data and make them specific and
meaningful.

56
 LIMITATIONS OF THE STUDY

This study suffers from various limitations because of various problems I encountered during
the study.
First and foremost difficulty was that, the published was not available for which I wanted to
study.
Though I tried to collect some primary data but they were too inadequate for the purpose of
study.
One more limitation of this project was the ample size , which represents the population had the
sample size more than what has been taken, the findings would have been more authenticated.
Finally whatever limitations the published had, also creep into my studies.
Since the sample for the study consists of only the employees of big bazaar, generalization may
not be accurate enough for the student community in general. Further the validity and
generalization of the results may hold good only for big bazaar.
The chance of non sampling error may prove to be a limitation as respondents may not give
accurate information and even employees bias while collecting the data should be considered.
Questionnaire used as the only instrument of the primary data.

57
CHAPTER 5:

Annexure

QUESTIONNAIRE ON PERFORMANCE APPRAISAL THROUGH EMPLOYEE

MOTIVATION

Section: A- Personal Details

Name: _________________

Gender: Male Female

Age Group: Below 18 Above 18

Date of joining the company: ____________

Department: ______________
Date of joining the department: ______________
Designation: _______________

Section: B- Professional Details

Rating scale answer choices as:

1) Strongly agree__

58
2) Agree__
3) Neither agree nor disagree__
4) Disagree__
5) Strongly disagree__

PSYCHOLOGICAL:

Questions Rating (1 to 5)
1. The quality of the relationships in the informal workgroup is quite
important to me.

1 2 3 4 5
2.I am satisfied with the support from the HR department.

1 2 3 4 5

3. In this organization there is fair amount of team spirit

1 2 3 4 5

4. I feel more motivated while participating in activities done here like dumb
sharads, NachBaliye, blind folded.
1 2 3 4 5

59
SAFETY:

Questions Rating (1 to 5)
1. Good physical working conditions are provided in the organization.

1 2 3 4 5
2. The employees in the organization feel secured in their job.

1 2 3 4 5

3. The retirement benefits available are sufficient

1 2 3 4 5

4. The medical benefits provided in the organization are satisfactory.

1 2 3 4 5

60
BASIC NEEDS:

Questions Rating (1 to 5)
1. The salary increments given to employees who do their jobs very well
motivates them.
1 2 3 4 5

2. Financial incentives motivates me more than non financial incentives.

1 2 3 4 5

3. I am satisfied with the salary I draw at present.

1 2 3 4 5

4. I am satisfied with the lunch break, rest breaks and leaves given in the
organization.
1 2 3 4 5

61
ESTEEM:

Questions Rating (1 to 5)

1. Visibility with top management is important to me.

1 2 3 4 5
2. I feel that my superior always recognizes the work done by me.

1 2 3 4 5

3. I feel that the job I do gives me a good status.

1 2 3 4 5

4. I am satisfied with the responsibility and role that I have in my work.

1 2 3 4 5

62
SELF ACTUALIZATION:
Questions Rating (1 to 5)

1. I want to be the best at my own job.

1 2 3 4 5

2. I generally like to schedule my own work and to make job-related

decisions with a minimum of supervision.
1 2 3 4 5

3. I find opportunities for advancement in this organization.

1 2 3 4 5

4. My aim is self-knowledge and enlightenment. The most important thing to

me is realizing my ultimate personal potential.
1 2 3 4 5

63
Checklist: Grooming

To be used by Department Managers & Security at Staff room/Fun Zone to

ensure adherence to Grooming Standards:

Please tick Appropriately Yes\ No:

Appearance

1. Neat & Clean Appearance____

2. Uniform clean & ironed_____

3. Black Shoes clean & polished____

4. Nails clean & cut short_____

5. Hair combed____

6. No stains, broken buttons, loose threads on the uniform____

7. No sandals, slippers, sports shoes____

64
Men

1. Hair to be short, clean & tidy

2 .If long hair, must be tied

3. Must be clean-shaven

4. In case of beards/moustaches : they must be trimmed, neat & tidy

5. Earrings & bracelets not to be worn on the floor

Women

1. Long hair must be tied

2. No flowers on the head

3. No bright nail polish colored

4. Only minimum, non-flashy jewellery to be worn

65
5. No dangling earrings, noisy anklets & bangles

6. Only very light make-up to be applied

Personal Hygiene

1. Hands to be clean at all times

2. No body odor or bad breath

Presenting Self

1. Straight & upright posture to be maintained

2. No slouching on the floor

3. No hands in pockets or hips when on the floor

Dress Code

1.Prescribed uniform to be worn.

66
2. All direct & indirect staff always to display ID card.

3. Staff handling edible foodstuff to wear clean gloves.

Audit Sheet

Store Manager and Area / Zonal Business Manager to ensure adherence to

grooming standards in respective stores

Audit Includes

Appearance

1.Neat& Clean Appearance Yes / No

2.Uniform clean & ironed Yes / No

3.Black Shoes clean & polished Yes / No

4.Nails clean & cut short Yes / No

5. Hair combed Yes / No

67
6. No stains, broken buttons, loose threads on the uniform Yes / No

7. No sandals, slippers, sports shoes Yes / No

Men

8. Hair to be short, clean & tidy Yes / No

9. Must be clean-shaven Yes / No

10. In case of beards/moustaches : they must be trimmed, neat & tidy Yes / No

11. Earrings & bracelets not to be worn on the floor Yes / No

12. Only black socks & black belts. Yes / No

Women

13. Long hair must be tied Yes / No

14. No flowers on the head Yes / No

15. No bright colored nail polish Yes / No

68
16.Only minimum, non-flashy jewellery to be worn Yes / No

17.No dangling earrings, noisy anklets & bangles Yes / No

18.Only very light make-up to be applied Yes / No

19.Socks or Belts, if worn, must be black in color Yes / No

Personal Hygiene

20.Hands to be clean at all times Yes / No

21.No body odor or bad breath Yes / No

22.Staff not Eating / chewing Gum on Floor? Yes / No

Presenting Self

23.Straight& upright posture to be maintained Yes / No

24.No slouching on the floor Yes / No

69
25.No hands in pockets or hips when on the floor Yes / No

26.Cell Phone being carried only by authorized personnel (only after written
permission by Area Manager) Yes / No

27.Cell Phone not being used during customer interaction on the shop floor Yes / No

Dress Code

26.Prescribed uniform to be worn Yes / No

27.All direct & indirect staff always to display ID card Yes / No

28.Staff handling edible foodstuff to wear clean Gloves and Caps. Yes / No

29.Only black socks & black belts. Yes / No

30.Are Part Time and Flexi staff wearing Apron / Approved Uniform/Black
Shoes Yes / No

31.Are Promoters and SIS wearing Brand Uniform or Store Uniform with Brand
Logo or prescribed dress code? Yes / No

32.Housekeeping, Security & other contractual staff to wear the approveduniforms. Yes / No
70
Documentation

33.Daily Grooming Audit done by every department's respective DM/ TL? Yes / No

34.Weekly Audit done by SM / ASM? Yes / No

35.Is Store HR maintaining data on Uniforms Issued? Yes / No

Remarks
Audited By Store Manager
Date:

71
Bibliography

 www.future group.co. in
 www.google.com
 http://en.wikipedia.org/wiki/ performance appraisal
 http://en.wikipedia.org/wiki/performance appraisal
 Newspaper

72