A Report on Organizational

Study
carried out at Big Bazaar,
Bangalore.

Is se sasta aur accha kahin nahi !

By:- Sumanto Sharan

RIMS, Bangalore
Welcome to

Is se sasta aur accha

kahin nahi !

By:- Sumanto
Sharan
MBA-
AB9040
Ramaih institute of
Management Studies,
Type : Hypermarket
Founded : 2001
Headquarters : Jogeshwari, Mumbai
Industry : Retail
Products : Department, Grocery
store
Promoter : Kishore Biyani
Parent : Pantaloon Retail India
Ltd.
Punch line : “Is se sasta aur accha
kahin nahi !”
 Big Bazaar is a chain of department stores in India
currently with 120 outlets. It is owned by Pantaloon
Retail India Ltd, Future Group. It works on the same
economy model as Wal-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
2010.Big Bazaar is the destination where you get
products available at prices lower than the MRP,
setting a new level of standard in price, convenience
and quality.
 Big Bazaar is not just another
hypermarket. It caters to every need of your family.
Where Big Bazaar scores over other stores is its value
for money proposition for the Indian customers.

At Big Bazaar, you will definitely get the

best products at the best prices - that’s what we
guarantee. With the ever increasing array of private
labels, it has opened the doors into the world of
fashion and general merchandise including home
furnishings, utensils, crockery, cutlery, sports goods
and much more at prices that will surprise you. And
this is just the beginning. Big Bazaar plans to add
much more to complete your shopping expereince.
 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.”

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
Indianness : confidence in ourselves.
Core Values
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.

 Awards and
Recognition
 Most Admired Retailer of the year: Hypermarket - Big
Bazaar-2009

 Indian Retail Forum Awards 2008

 The INDIASTAR Award 2008

 Retail Asia Pacific 500 Top Awards 2008

 Coca-Cola Golden Spoon Awards 2008

 The Reid & Taylor Awards For Retail Excellence 2008

 Platinum Trusted Brand Award Images Retail Award 2005,06

 Man Behind Big Bazaar

Kishore Biyani is the Managing

Director of Pantaloon Retail (India)
Limited and Group Chief Executive
Officer of Future Group.

 He was born in August 1961.

Kishore founded Pantaloons in 1997
onsiders ‘Indianness’ as the core value
driving the group

Mr. Kishore has won following

awards and honors:
 2006 Ernst & Young Entrepreneur of the Kishore Biyani
Year award.
 2006 Lakshmipat Singhania - IIM Lucknow
Board Of Directors
 India –Large Consumption Cosmos …
With over 28 states, 18 major languages, 8 major religions,
4000 different castes and communities celebrating 72
festivals, India is the most diverse country.

India at present is a US$ 350

billion consumption market

India is set to become a US$

450 billion market by 2015

Current share of organized

retail is estimated to be 4-
5% i.e US$18-20 billion
market.
It is expected to expand to
14-18% by 2015 i.e US$ 75
billion
India is at the brink of a
Creative Economy driven by
speed and imagination

India Opportunity continues to be a very attractive proposition

7 P’s Of
 7P Analysis of
7P Marketing Mix is more useful for services industries and knowledge
intensive industries. Successful marketing depends on number of key issues. The seven
keys issues are explained as: -

Product

Big Bazaar offers a wide range of products which range from apparels,
food, farm products, furniture, child care, toys, etc. Products of all the major
brands are available at Big Bazaar. Also, there are many in house brands
promoted by Big Bazaar. Big Bazaar sold over 300,000 pairs of jeans, 50,000
DVD-players and 25,000 microwave-ovens. In all, the fashion, electronics and
travel segments made up about 70% of sales. Last year, these categories made
up only about 60%.
Product Mix

•Shampoo
•Detergent
•Soap •Soft drink
•Liquid Wash •Packaged
•Creams juice
•Deodrant •Milk Items
•Home cleaners •Frozen
•Utensils foods
•Crokery •Ice creams
•Bundles
Product Mix Cont…

Living Room
Bed Room
Kitchen
Dinning
Rooms
Kids Room
Been Bags
Paintings
Decorative
Items
 Price

The tag-line is “Is se sasta aur accha aur kahin nahi”. They work on the model of economics
of scale. There pricing objective is to get “Maximum Market Share”. The various techniques
used at Big Bazaar are: -

•Value Pricing (EDLP - Every Day Low Pricing): Big Bazaar promises consumers the lowest
available price without coupon clipping, waiting for discount promotions, or comparison
shopping.

•Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of
psychological discounting (Rs. 99, Rs. 49, etc.) is used as promotional tool. Big Bazaar also
caters on Special Event Pricing (Close to Diwali and Durga Pooja).

•Differentiated Pricing: Time pricing, i.e., difference in rate based on peak and non-peak
hours or days of shopping is also a pricing technique used in Indian retail, which is
aggressively used by Big Bazaar.

• Bundling: Selling combo-packs and offering discount to customers. The combo-packs add
value to customer.
Psychological Pricing
Value & Time Pricing
 Place
• Big Bazaar stores are located in 50 cities with 116 outlets. Big Bazaar has presence
in almost all the major Indian cities. They are aggressive on their expansion plans.

INDIAN •Number of outlets –

116.

•Located in main city

– tier I& tier city II.

•Area 10,000 sq ft –
1,20,000 sq ft.

•High street area of

city.

•Approachable
destinations.
 Promotion

Big Bazaar started many new and innovative cross-sell and up-sell strategies in
Indian retail market. The various promotion techniques used at Big Bazaar include
“saal ke sabse saste teen din”, Future Card (the card offers 3% discount), Shakti
Card, Wednesday bazaar.etc,.

Brand Endorsement by M. S. Dhoni, Exchange Offer - ‘Junk Swap Offer’, Point-of-

Purchase Promotions.

Advertising has played a crucial role in building of the brand. Big Bazaar
advertisements are seen in print media, TV, Radio (FM) and road-side bill-boards.
Promotion
 PROMOTIONAL
OFFERS
 PROMOTIONAL
OFFERS
PROMOTIONAL
 People

They are one of the key assets for any organization. The salient features of staff
of Big Bazaar are: -
• Well-trained staff, the staff employed by Big-Bazaar are well-suited for modern
retail.
• Well-dressed staff improves the overall appearance of store.
• Employees are motivated to think out-of-the-box. Retail sector is in growth
stage, so staff is empowered to take innovative steps.
• Employs close to 10,000 people and recruits nearly 500 people every month.
• Use of technology like scenario planning for decision making.
• Multiple counters for payment, staff at store to keep baggage and security
guards at every gate, makes for a customer-friendly atmosphere.
People

 Well trained staff;

 Appearance;
 Empowered
individual;
 Encouraged to think
out of box
 Example- Ved
Prakash Araya (Chief
Operating) officer,
Sanjib Agrawal(Head
Marketing)
 Process
The goods’ dispatch and purchasing area has certain salient features which include: -
• Multiple counters with trolleys to carry the items purchased.
• Proper display / posters of the place like (DAL, SOAP, etc.).
• Home delivery counters also started at many places.
 Physical Evidence

It deals with the final deliverable or the display of written facts. This includes the
current system and available facilities.
 Positioning

High
Servic
e

Low High
price price

Low
Servic
e
 Big Bazaar At BCG
Matrix

M
A
R H
K I
E G
T H
I
N
G

G
R L
O O
W W
T
H
HIGH LO
MARKET SHARE W
 Life cycle of Big Bazaar

S
A
L
E
S
Future
Strategy of

Big Bazaar
Supercent
eres
(>75,000
sq ft)
Functional Departments of

Human Resource Dept.

Finance Dept.
Marketing Dept.
Logistics Dept.
Sales Dept.
Customers Service Dept.

Administration Dept.
 Human Resource

Selects & recruits employees through various sources

such as consultancy services, walk-ins, Referrals, Campus
recruitment .
Trains & develops employees through its own specialized
training centre known as Gurukul. Motivates all employees
to perform to their best through various monetary and
non-monetary rewards.
 Employees are retained by keeping them happy and
satisfied through various schemes of the Company.
Regular and periodic performance appraisal of all the
 WHAT IS HUMAN RESOURCE
MANAGEMENT?

The effective use of people to achieve both

organizational and individual goals. It is actually effective
recruitment, selection, development, compensation, and
utilization of human resources by organizations.

Before few years   New H R Role

HR manager was only
black box. Their role was Coaching
more closely aligned with Policy
personnel and Recommendation
administration functions. Salary and Benefits
• Potent
Team Building
• Recruiting Employee Relations
• Hiring Leadership
• Training
• Organization
Development
• Communication
 Key functions
Human resource management serves these key
functions:
•Recruitment & Selection
•Training and Development (People or
Organization)
•Performance Evaluation and Management
•Promotions
•Redundancy
•Industrial and Employee Relations
•Record keeping of all personal data.
•Compensation, pensions, bonuses etc in liaison
with Payroll
•Confidential advice to internal 'customers' in
relation to problems at work
•Career development
 Big Bazaar People
Management System

Big Bazaar People management system is built on 5

pillars of people based growth:

 Culture Building
 Performance Management through Balanced
Score Card
 People Processes
 Management Processes
 Leadership Excellence
HUMAN RESOURCE DEPARTMENT OF BIG
BAZAAR

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. programmes for all They
have continuous developmental the employees. Currently Big
Bazaar Hebbal (Bangalore) is employing 150 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).
For any HR activity one of the major activity is recruitment
of the employee. The following are the main sources through
which Big Bazaar recruit it 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 behavior 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
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 recognized hospitals with cashless hospitalization with
whom the company has tie-ups.
If a hospital is not recognized, 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.

‘Gurukul’ which is a part of FLDL gives training to all the

employees on various skills like team work, dedication discipline
improving customer service etc to make them more
knowledgeable and productive
 Retention Strategy

We strive to foster a feeling of well-being in our

employees through care and respect, we have several structured
processes including employee mentoring and grievance
management programmes which are intended to facilitate a
friendly and cohesive organisation culture. Off-site activities are
encouraged improve inter-personal relationship. We also
acknowledge the efforts exerted by our employees by organisation
an annual celebration called ‘Pantaloon Day’ where we recognize
employees who have shown exceptional talent, sincerity and
dedication. We have implemented an employee suggesstion
programme called ‘Prerna’ where in the employee can give their
suggestions. Every quarter the best suggestion received per zone
per format is awarded prize called “Golden Cap”.
 Internal controls and Risk Management
The company uses the services of Ernst & Young for process audit
and risk management and the scope of their work covers all the
company’s formats i.e. Pantaloons, Big Bazaar, Food Bazaar and Factory
Outlet.
The objectives are to:
• Gain an understanding of the various Business Processes
• Identify the strengths and weaknesses in the existing systems and
procedures.
• Review use of technology in the function
• Identify key business process risks and review the adequacy of the
controls and mitigate them.
• Test the effectiveness of controls the most significant risks and provide
recommendations to improve controls.
• Identify potential areas for improving process efficiency
• Broadly develop on improvement portfolio and raise the level of
awareness of how business is impacted by inadequately controlled risks
inherent in the business process.
Internal audit of our each store is also undertaken by an
independent audit firm on monthly/quarterly basis.
 WHAT MOTIVATES EMPLOYEES?

The main issue that every manager talks about relating to his
employee is, that he might have better-motivated employee. In Big Bazaar
the scenario is different. Here employees are motivated through various
ways and some of the ways are discussed below.
• Feeling “in” on things.
• Good wages.
• Good working conditions
• Job security
• Full appreciation of work that is done
• Tactful disciplining
• Employer loyalty to employees
• Interesting work

• Promotion and growth in the organization

 Rank
Feeling “in” on things
8
Good wages
1

Good working conditions

4

Job security
2

Full appreciation of work that is done

5

Tactful disciplining
9

Employer loyalty to employees

7

Interesting work
 At Pantaloon Retail, Empowerment is what you acquire and
Freedom at Work is what you get. We believe our most valuable assets are
our People. Young in spirit, adventurous in action, with an average age of
27 years, our skilled & qualified professionals work in an environment
where change is the only constant.
Powered by the desire to create path-breaking practices and held together
by values, work in this people intensive industry is driven by softer issues.
In our world, making a difference to Customers’ lives is a Passion and
performance is the key that makes it possible. Out of the Box thinking has
become a way of life at Pantaloon Retail and living with the change, a
habit. Leadership is a value that is followed by one and all at Pantaloon
Retail. Leadership is the quality that motivates us to never stop learning,
stretching to reach the next challenge, knowing that we will be rewarded
along the way. In the quest of creating an Indian model of retailing,
Pantaloon Retail has taken initiatives to launch many retail formats that
have come to serve as a benchmark in the industry. Believing in leadership
has given us the optimism to change and be successful at it. We do not
predict the future, but create it.
At Pantaloon Retail you will get an opportunity to handle multiple
responsibilities, and therein, the grooming to play a larger role in the
future. Work is a unique mix of preserving our core Indian values and yet
providing customers with a service, on par with international standards .
At Pantaloon you will work with some of the brightest people from different
spheres of industry. We believe it’s a place where you can live your
 Measurement of Customer Satisfaction

We have devised a model called CEM- Customer Experience

Management Model to measure customer satisfaction in our stores. The
Customer Experience Management Model focuses on the customer’s
experience at every touch point in the store ranging from their first
impression of the store, to their experience at the trial rooms, toilets, with
our staff through various processes such as billing and exchanges. We
have hired a research agency called MACRO Market Analysis and
Consumer Research Organization.
This agency sends people who are called ‘Mystery Shoppers’
to visit the stores and then their experience is documented on a feedback
form, which is then sent to us. Based on the feedback formed analysis is
done and the stores are given scores. This allows us to track performance
on customer expectation at overall, format and store levels, determine
critical improvement areas are all levels and also identify opportunities
that we can leverage upon.

Besides, we have also started an in-house initiative called

‘Pragati’ whereby one person from the head office operations team visits
the stores and observes the stores with respect to certain pre-parameters
like store exteriors, baggage window, customer service, store ambience
etc. This activity is done on a quarterly basis and three best stores under
each format are announced. This encourages the stores to improve the
 Finance Department

Prepares the budget for expenditure at all

levels.
Decides and gives the sales targets for all
the departments periodically.
 Maintains the books of accounts Collects &
deposits the cash received daily through sales
in the Company’s bank account
 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, Hebbal 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. Review of Performance: The company
crossed $1 billion turnover mark during the year under review,
having recorded a robust growth in both the topline as well as in
bottom line.
Profit & Loss Summary…..
Balance Sheet Summary
Cash Flow Summary .......
Subsidiaries Performance FY09
 Marketing Department

Designs creative and attractive advertisements through

which the company’s products can be promoted to the
customers.
Decides the different marketing channels to be used to
increase the sales.
Creates a very pleasant and feel good environment in
the Store to attract more customers.
 Also responsible for the arrangement of products in
 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. concept relationship marketing.
Traditionally, marketers have located their target market
segments, presented their offer, and made the sales. It's always
been a single step process. 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. With those financial realities in
mind, the approach makes some sense, and some real dollars.
Relationship marketing is based on the idea that people prefer to
do business with people who they know and like. After all, it's
 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 organisation too, teams were divided according to
the categories that they managed, rather than the brands. Big
Bazaar wanted to have a complete bouquet of products in each
category at different price-points, design, fabric, size and colour. 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
 Customers enjoying their
shopping experience
 Logistic Department

Is responsible for procuring the stock of all the products

of the different departments.
 Receives the goods from the warehouse located at
Hosakate and then verifies whether it adheres to the
particulars given in the Goods received statement.
Despatches the goods to the respective department
after recording it in the Goods inward register 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
 Supply Chain
Management

 An indent will be kept by the front end team of a

particular department to category team of central
office.

The category team will raise a STOCK TRANSFER

OUT(STO) and send it to the DELIVARY CENTRE(DC) or
WAREHOUSE.

The DC will generate stock picks and starts picking.

DC will generate STOCK TRANSFER NOTE(STN) and

Gate pass.

DC will transfer the stock to stores.

LOGISTICS

Logistics is a part of supply chain management

which deals with the In warding and out warding of goods
as well as non salable items.

RECEPTION OF GOODS FROM DC:

As soon as we receive the goods we check for seal condition and
number as mentioned in the gate pass, delivery note.
Then the security in the logistics department will randomly
check the number of cartons.
Then we will inform the particular department regarding the
reception of goods.
we will check the items in front of that particular department’s
team member in stock transfer number wise.
With the help of department member we will find out any
discrepancy(shortage/damage/expiry) and inform it to supply site.
There will be a inward register in which we enter all the details
of in warding ,the entry will also be done in the system.
ception of goods from the Vendor

If the goods are from vendor we will check for

TAX
 INVOICE and
 PURCHASE
ORDER.

Here the vendor himself has to go to the respective

department and has to take permission for the submission
of goods in logistics.

After that we will prepare (GRN) Goods Receive

Note of three copies. i.e. for logistics, for respective
department and for D.C or vendor.

Finally it is the duty of the department to Collect

their respective goods from logistics.
All the above process is for inwarding. There are some few
cases below in which out warding is done.

Home delivery
Store to store transfer.
Damage or expiry stocks return to
warehouse or vendor.
Return of non saleable items.

REGISTERS MAINTAINED BY LOGISTICS

IN BIG BAZAAR
Food bazaar out ward
 Big bazaar outward
Vendor schedule register
Bar code register
Free gift register.
Scrap register.
 Big bazaar vendor security inward
register.
 Big bazaar ware house security
inward register
Some interesting
Facts
PRODUCT COST PRICE SELLING
PRICE
Revelon Eye 206 380
liner
Lee cooper 937 2285

Lee cooper 812 1985

Soap Box 2.30 9.50

Bucket 28 72
 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(Mr. Ravi) to whom all the cahiers report and remit the
total sales amount collected.

 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.

Weekends attract most of the customers as such good offers

and discounts are given .

Big Bazaar celebrated Independence Day by having ‘Maha

Bacchat Sale’ from August 12-16 and did a business of 1.5 Crores
 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 realize that it is on Wednesday that
products are offered at the lowest prices.
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 Department

As the name suggests this is the separate department 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.

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

 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.
 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). Then customer can 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 Department
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.

 The Housekeeping is concerned with keeping all the

departments of the Store
clean and neat all the time .

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

 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 minimise 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
Of
Big Bazaar
 Strengths
Better understanding of customers helping the company to
serve them better.

Vast range of products under one roof helping in attracting

customer and their family to shop together and enjoy the
experience.

 Benefit of early entry into the retail industry.

Diversified business operating all over India in various retail

formats.

Weaknesses
Ability to get products from customers at discounted price due
to the scale of business
High cost of operation due to large fixed costs.

Very thin margin.

 High attrition rate of employee.

Lot of potential in the rural market.
Opportuniti
es of various products due to its in depth
Can enter into production
understanding
of customers’ tastes and preferences.

 Can expand the business in smaller cities as there is a lot of

opportunity .

Threats

High business risk involved.

Lot of competitors coming up to tap the market potential.

Margin of business reducing all the time.

Brands In Big Bazaar
 Big Bazaar has gradually introduced private
labels in fashion over the last few years. Every year, new, private
labels are introduced to increase their share over other brands.
These are known as ‘In House brands’ which are exclusively
promoted by Big Bazaar in its stores.

It is very important to promote and sell these

brands aggressively, since they contribute to higher margins
thereby contributing heavily to the bottom line.

Knighthood

It is the men’s formalwear brand with arrange that

includes formal shirts, trousers, suits, blazers and basic men’s
accessories like ties and handkerchiefs.
 Srishti

The complete ethnic wear range offering a range of

traditional designs for ladies encompasses both salwar kameez sets and
mix & match/ fusion wear.

Shatranj

The men’s ethnic wear range consists of kurtas, kurta pyjamas sets
and sherwani sets.
 DJ & C
India’s cool answer to international brands is
positioned for the 20-35 year age group. It targets both men and
ladies and the range includes designer denims, casuals, street-
wear.
DJ&C Sports
This is a unisex sportswear range for the age group
of 20-40 years.

Shyla

True to its tagline ‘what women want’, Shyla offers a

complete range of formal/ semi-casual line of ladies tops, trousers,
skirts, etc.
 Studio NYX

It is a range of men’s party wear.

Pink & Blue

The kids’ brand range created to celebrate the spirit of
childhood, has the blue range for boys and pink for girls. There is
an infant line also available as well. Pink & Blue covers the entire
apparel needs of kids across t-shirts, shirts, jeans, trousers, shorts,
dresses and ethnic-wear/ occasion-wear.
 CTEE

Men’s T- shirts

Big Bazaar, India's largest hypermarket chain, a part of the Future Group,
announced the launch of the exclusive Fashion @ Big Bazaar ‘London Dreams’
Fashion Collection, a range of exclusive apparel, which captures the style
statement of the ‘London Dreams’ cast. Big Bazaar stores across the country will
showcase the very youthful apparel and fashion specially created for the stars of
London Dreams. With an intention to fulfil the dream of dressing up the youth, and
‘Fashion jo Star bana de’ promise, Fashion@Big Bazaar will have the youthful
collection.
Others Brand @
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