Unde r the supervision of : MR.SOBHAN BANERJEE HR-HEAD Big Bazaar, Ranchi Submitted By: Shiv Mohan Singh PGRM/02/42 SMS, Varanasi In partial fulfillment of the requirement of POST GRADUATE DIPLOMA IN RETAIL MANAGEMENT course Session :2008-10

School of Management Sciences

I hereby declare that the information presented here is true to the best of my knowledge. Also, the report has not been published any where else.

PGDM is the one of the most reputed professional coures in the field of Retail Management.It include theory as well as its practical application.Summer Training is an integral part of PGDM-retail programme, for sucessful completion of this programme require two

months summer training in retail organisation. So after completion of second semester each student at School of Management Sciences,Varanasi need to under go two months training in an organisation. This training serves the purposes of acquainting the student with environment of an organisation in which student have to work hard in future .Only theoretical knowledge is not enough but its practical application is also required to be learned. I was fortunate enough to have an opportunity of doing summer training at BIGBAZAAR,RANCHI. Every trainee was required to prepare a report of his working in the organisation. I was assigned a project on “EFFECTIVENESS OF RETAILING MIX IN BIGBAZAAR.” In this report,all the important findings of the project are included ,over and above an overall profile of the company(PANTALOON) is also given.It is hoped that this report will make the readers familiar with the store and also give the idea about the product and services offered by the company.

The project of this magnitude would not have been completed singly.

Firstly I want to give my hearty thanks to all mighty who made the world and me also. There are many other people without whom the completion of the project would not have been possible. Some have contributed towards this directly while other have provided indirectly. It gives me immense pleasure to thank Mr.Swapline Dutta.(Store Manager) and Mr. Sobhan Banerjee (HR) for providing me summer training in his reputed organization and giving me a chance to have the experience of actual retail operations. I am indebted to Mr.Bishnath jha (Department Manager)of BIG BAZAAR for his guidance and cooperation in completing this project. Last but not the least I would like to convey my heartiest gratitude to all Members of BIG BAZAAR who helped a lot during my summer training. SHIV MOHAN SINGH

S.NO. Contents Page no 1 COMPANY PROFILE 9-25 2 Group vision, mission and values 26-27 3 Organization Structure 28-29 4 Management style 30 5 Strategy 30 6 Department and Products 31-32 7 Introduction 33-40 8 Research Objective 41-42 9 Research methodology 43 10 Analysis and Interpretation 44-61 11 Findings 62-63

The company also operates an online portal. futurebazaar.12 Recommendations 64-65 13 Limitations 66-67 14 Bibliography 68-69 15 Annexure 70-72 16 Location 73-74 17 Competitors 75 COMPANY PROFILE Company profile Pantaloon Retail (India) Limited. selling home furniture products and E-Zone focused on catering to the consumer electronics segment. a uniquely Indian hypermarket chain. We believe that knowledge is the only weapon at our disposal and our quest for it is focused. Some of its other formats include. Top 10. a chain of seamless destination malls. A subsidiary company. Headquartered in Mumbai (Bombay). Shoe Factory. touch and feel of Indian bazaars with aspects of modern retail like choice. is India‟s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. . Blue Sky. the company operates over 10 million square feet of retail space. Home Solutions Retail (India) Limited. a centre of learning & development. Collection i. operates Home Town. systematic and unwavering.000 people. a supermarket chain. Food Bazaar. Big Bazaar. Pantaloon is not just an organization . a chain of fashion outlets. blends the look. Fashion Station. Brand Factory. convenience and quality and Central. The company‟s leading formats include Pantaloons. Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the USbased National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in is an institution. aLL. mBazaar and Star and Sitara. has over 1000 stores across 61 cities in India and employs over 30. a large-format home solutions store. Depot. a business group catering to the entire Indian consumption Pantaloon Retail is the flagship company of Future Group.

Future Group is present in . retail media. Retain Values‟ is derived from this spirit. The group‟s flagship company. Our courage to dream and to turn our dreams into reality – that change people‟s lives. asset management. It means never having to stop asking questions.000 people. a large discount store that it commissioned in Kolkata in October 2001. A number of its pioneering concepts have now emerged as industry standards. is our biggest advantage.000 stores and employs over 30. but never a dull moment! Future Group Future Group is one of the country‟s leading business groups present in retail. The number of stores is going to increase many folds year on year along with the new formats coming up.At Pantaloon. Pantaloon is an invitation to join a place where there are no boundaries to what you can achieve. in travelling on the road less traveled. Our corporate doctrine „Rewrite Rules. it means never having to stop raising the bar. The company was the first to launch a hypermarket in India with Big Bazaar. The way we work is distinctly "Pantaloon". the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end. Embracing our leadership value. which was launched in July 2002 in Mumbai. a unique 'bazaar' within a hypermarket. retail spaces and logistics.Come enter a world where we promise you good days and bad days. insurance. Pantaloon Retail (India) Limited operates over 10 million square feet of retail space. has over 1. Today we are the fastest growing retail company in India. And the company introduced the country to the Food Bazaar. making us the first retailer in India to open a fashion store for plus size men and women. the company launched aLL in July 2005 in Mumbai. and it is this passion that makes our dreams a reality. For instance. It is an opportunity to take risks. Over the years. well before any other Indian retail company attempted this. the company has accelerated growth through its ability to lead change. we take pride in challenging conventions and thinking out of the box. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. consumer finance.

India’s first seamless mall is launched in Bangalore.Rewrite rules. 2004 Central – ‘Shop. Some of its leading retail formats include. . Home Town.” The group considers „Indian-ness‟ as a core value and its corporate credo is. eZone. US-based stationary products Pantaloons. 1991 Launch of BARE. Everywhere. Eat. 2001 Big Bazaar. the company’s financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. ‘Is se sasta aur accha kahi nahin’ . Celebrate In The Heart Of Our City’ . It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. 1997 Pantaloons – India’s family store launched in Kolkata.Future Group‟s vision is to. The group‟s joint venture partners include Italian insurance major. Launch of Pantaloons trouser. Every time to Every Indian Consumer in the most profitable manner. Big Bazaar. futurebazaar. Blue Foods and Liberty Shoes. 2002 Food Bazaar.India’s first hypermarket chain launched.61 cities and 65 rural locations in India. 1992 Initial public offer (IPO) was made in the month of May. Central. 2005 Fashion Station . Future Capital Holdings. Mr. Brew Bar and Bowling Co. The company starts the distribution of branded garments through multi-brand retail outlets across the nation. the Indian jeans brand. the supermarket chain is launched. focuses on asset management and consumer credit. Future Money and online retail format.exclusive stores for plus-size individuals is launched 2006 Future Capital Holdings. the group‟s financial arm. French retailer ETAM group. India’s first formal trouser brand. “deliver Everything. Food Bazaar. Depot. Future Capital Holdings. Kishore Biyani Managing Director (FUTURE GROUP) Major Milestones 1987 Company incorporated as Manz Wear Private Limited.the popular fashion chain is launched aLL – ‘a little larger’ . 1995 John Miller – Formal shirt brand launched. Generali. 1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. Retain values. Future Group companies includes. Staples Inc and UK-based Lee Cooper and India-based Talwalkar‟s. Future Generali India Indus League Clothing and Galaxy Entertainment that manages Sports Bar. Plans forays into insurance and consumer credit.

Pantaloon has taken initiatives to launch many retail formats that have come headed for serve as a benchmark in the industry. new sets of consumers and fresher and contemporary merchandise. knowing that we will be rewarded along the way. Empowerment is what you acquire and Freedom at Work is what you get. but create it. our skilled & qualified professionals work in an environment where change is the only constant. At Pantaloon you will work with some of the brightest people from different spheres of industry. Depot and futurebazaar. making a difference to Customers‟ lives is a Passion and performance is the key that makes it possible. New discoveries in retai l In the financial year 2006-07. the grooming to play a larger role in the future. In the quest of creating an Indian model of retailing. Leadership is a value that is followed by one and all at Pantaloon. with an average age of 27 years. Our culture At Pantaloon. Powered by the desire to create path-breaking practices and held together by values. We have been able .com are launched across the nation. Out of the Box thinking has become a way of life at Pantaloon and living with the change. We do not predict the future. the company‟s retail businesses discovered new categories across formats. Believing in leadership has given us the optimism to change and be successful at it. Shoe Factory. At Pantaloon you will get an opportunity to handle multiple responsibilities. Group enters into joint venture agreements with ETAM Group and Generali.Multiple retail formats including Collection i. work in this people intensive industry is driven by softer issues. a habit. Young in spirit. We believe our most valuable assets are our People. Furniture Bazaar. adventurous in action. stretching to reach the next challenge. Leadership is the quality that motivates us to never stop learning. We believe it‟s a place where you can live your dreams and pursue a career that reflects your skills and passions. In our world. EZone. on par with international standards. and therein. Work is a unique mix of preserving our core Indian values and yet providing customers with a service.

in general merchandise and in the consumer durables and electronics categories. Surat. The company has also undertaken significant private label initiatives in food.end measures are appropriately taken care of and the right kind of merchandise reaches the stores in the best possible time. These teams focus on product consolidation and suitability. Line of Business (LoB) units have been created in the three most critical businesses – food. Jaipur and Panipat.The company‟s efforts over the next couple of years would entail a combination of expansion and process upgradation and implementation. Thus. Strategic alliances have also been forged with established domestic and international brands. This expansion mode was characterized by a twopronged approach. At the same time. the company reviewed its business operations and adopted a more focused approach by creating an integrated support unit or Line of Business. fashion and general merchandise. Formed during the second half of 2006-07 these business units focus on introducing optimum operational efficiencies. the most significant development was the internal realignment the company undertook within each of its retail businesses. Coimbatore. discovering fresh fashion . However. Kanpur. at the right price. and vendor rationalization. concerted expansion plans saw retail space increase to over 5. there will be an increased focus on micro detailing aspects including process. By dominating the cities the company was already present in and by bringing the benefits of modern retail to towns and cities like Mangalore. Palakkad. In addition. Indore.end team. thereby ensuring that the sourcing benefits are made available to the front . To embark on a more detailed approach towards value creation and increasing efficiency. Augmenting the retail front-end team. Haldia. The emphasis will be on the next discoveries to be made in the retail space that will lead to expansion. Agra. product and operational efficiencies thereby contributing positively to the company‟s bottom-line. margin offer more in the established businesses and gain favourable acceptance with new concepts. these units ensure that back .2 million square feet at the end of 2006-07.

The increasing success of the store brand is evident from the fact that the store‟s loyalty programme. Delhi and the NCR area along with Punjab.It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us to where we are today. The year also witnessed categories like Winter-wear and Ethnic Ladies-wear strengthening their presence in the stores. In addition. The success of this initiative was evident in the increased sales for the „Haldi Gulal‟ range as well as the „Svayam Utsav‟ summer collection that were endorsed by Bipasha and Zayed. Green Card. Ten years later. Chandigarh and Ludhiana will see the next stage of expansion. Pantaloons embarked on a major expansion during the year 2006-07. In order to maintain the top of the mind association with fashion in India.000 new members. The total count of Pantaloons stores as on 30th June 2007 stood at 31 with the total area under retail close to 1 million square feet. The year 2007-08 will witness considerable focus in the North and East regions. The private label apparel share during the year was in excess of 70 percent. Guwahati and Siliguri in the East will also discover Fresh Fashion. Bipasha Basu and Zayed Khan were roped in as brand ambassadors in the month of August 2006.11 Pantaloons stores were opened with 7 of them opening in the single month of March 2007. In 8 cities.000 square feet. Cities like Ranchi. discovering more value In 2006-2007.50 million square feet of retail space and an addition of about 15 stores. additional categories and retail formats. we have launched our largest Pantaloons store in Kankurgachi in Kolkata. Spread across 85. After consolidating its Fresh Fashion positioning. Pantaloons will see a significant expansion during the coming year with an increase of nearly 0. added 200. Pantaloons will look at dominating cities where it has a first entrant advantage and will scale up sizeably with larger stores. Pantaloons continued to be the title sponsor for the Femina Miss India 2007 pageant. more Indians discovered the value of shopping in Big Bazaar. And with the . the store is the first among a series of large format stores that will be launched across the nation.

sourcing. The company plans to open over 60 stores across India in FY 2008. There are now 5 Big Bazaar Super Centres.40 million square feet. The year under review witnessed the company‟s private label programme gaining significant traction. Surat. Food Bazaar also witnessed healthy expansion during the year 2006-07. separate teams have been formed to look into all aspects of new store launches and to manage mature stores. Panipat. it also tapped consumption potential in smaller cities like Agra. The year under review also witnessed realigning of business teams with shared experience in category management. positively impacted the business. Food Bazaar has initiated certain refurbishments and layout design across all stores.000 square feet or more. The brands have been very competitive visàvis the established brands in quality and price terms.launch of each store. As of June 2007. thus improving operational efficiencies and productivity. we discovered more value in terms of operational efficiency. Allahabad. Kanpur and olhapur. While Big Bazaar continued to expand in the large cities. there were 56 Big Bazaar stores across 43 cities. and in cognizance with observations on customer movements and the shopping convenience factor. covering over 1. The intention is to continuously change with the times and demands of the evolving Indian consumer. Coimbatore. making its presence felt in nearly 26 cities and adding 40 stores during the year under review. front-end operations and business planning. This provides more flexibility and focus in expansion plans. Considering this scale of expansion. discovering the new consumer Based on the company‟s in-house consumer data and research. technology plays a significant facilitating role. The total count of Food Bazaars as on 30th June 2007 stood at 86 stores. Big Bazaar has initiated the process of Auto Replenishments Systems. Palakkad. and the opening of the 100th Big Bazaar store will mark the fastestever expansion by a hypermarket format. and have in fact scored better than . The increase in SKUs in existing categories and the introduction of new categories encouraged the opening of larger stores or Super Centres. The introduction of SAP in 2005-06 and its roll out during the year. measuring 100. Big Baazaar launched 27 new stores in 22 cities. and for inclusion and upgradation to the online B2B platform. The company has also rationalized nearly 250 vendors through better vendor management in terms of potential to expand. In addition.

the Tasty Treat brand received a very favorable response in new categories like namkeens and wafers. By the end of FY 07-08.national or international players in certain categories. each with its own uniqueness. Future ideas Discovering new opportunities Future Ideas is the Innovation. frozen peas. Future Ideas rests on a tripod that can be classified as Innovation driven. alternate approaches to an issue. The share of private labels as a percentage of total Food Bazaar revenues has increased significantly and comprise nearly 50 merchandise categories. The resultant ideas are then nurtured within the Incubation cell. USAID and other farm groups in Maharashtra and Madhya Pradesh to source directly from them. the total number of Food Bazaar stores is expected to be 200. While Fresh & Pure brand entered categories like cheese slices. DCM Group. These alliances are expected to drive efficiencies as well as bring better products to consumers.„Protecting and preserving the soul of a small business or enterprise within a large organisation. mentored by the Innovation and Design teams. and brainstorms by using a collaborative and holistic approach. . packaged drinking water and packaged tea. scenario planning activities. In the home care category. this format sells only multipacks and bulk packs of a select range of fast moving categories and caters to price sensitive customers and smaller retailers. Design Management approach and an Incubation chamber. yet with common objectives. Caremate launched aluminum foil and baby diapers while Cleanmate launched detergent bars and scrubbers.‟ Future Ideas deals with the whole aspect of idea creation. A new format „BB Wholesale Club‟ was launched and 4 such stores have been opened so far. A unique initiative in corporate India. Design & Incubation cell within Pantaloon Retail that stems from the core proposition . To be managed by Food Bazaar from the ensuing financial year. honey. The Incubation team comprises of business teams. The Design Management team looks at each observation made by the Innovation team. providing varied outcomes and solutions to a problem and handholding the activity till its success parameters are satisfied. The company has also forged tie-ups with established companies like ITC. Adanis.

services and holistic health . in many cities. Some of the formats that are now being incubated by this team include Top10. Along with its expansion in major cities. Depot. Depot has launched 6 stand-alone stores and 50 cut-ins. the total Depot footprint should cross over 100 stores. the beauty products cut-ins and Star & Sitara Salons. is the first modern retailer in books and music and the response has been overwhelming. The largest format. The Health. services and holistic health care formats Multiple formats operate in this segment. They remain at Future Ideas till project completion stage when the success parameters for running the business are met. including Tulsi. strong regional range. Beauty Free offers unique combination of products. have been associated with the company. the pharmacy chain and Star & Sitara. At any point of time Future Ideas would work on about 20 varied projects within the Future Group. Star & Sitara and Talwalkars‟ Fit & Active. colorful and vibrant stores. to co-publish a series of toddlers‟ interactive books. affordability and a private label publishing program . Vadodara. Thrissur. In FY 200708. keeping in mind the new genre of aspirational Indians. The team is also working on ideas around small format nofrills stores. cookery.They are people who are released from their original businesses or concepts and made part of the entire ideation process at Future Ideas. Beauty & Wellness business opened 35 new outlets in the beauty products.Depot Exclusives. rural retailing. Small World. regional literature etc. The Depot Exclusives (released solely inDepot) catalogue expanded rapidly with over 100 titles across genres like children‟s books. Palakkad and Tiruvanantharam. The core differentiators of Depot are its young. fashion for the masses and on projects involving women and selfhelp groups. Depot has also tied-up with the UK based publisher of children‟s books. Reputed authors/ imprints like Nita Mehta and Sanjeev Kapoor in cookery. Haldia. Future Ideas draws inspiration for most of its activities and projects.. In its first year of operation. Depot debuted in smaller towns like Rajkot. D iscovering new segments Depot. Disney in children‟s books etc.

To capture the increasing consumption spend on wellness and preventive health care. the company saw merit in taking a fresh guard to the way in which business would run in order to meet the next leg of expansions.offerings. by increasing its presence to nearly 50 such centers in the near future. design experience management etc. This „Seekho‟ programme for external and internal candidates has ensured a steady stream of mid level.200 square feet. the company is collaborating on joint degree programs with 15 management schools. Spread over 5. the company conducted an extensive review of in-house talent management. fitness and gym services within a modern retail and consumption environment. the joint venture between Pantaloon Retail (I) Limited and Talwalkar Better Value Fitness opened its first „Talwalkars Fit & Active‟ health centre at Orchid City Centre. Talent management therefore continues to be the core focus for the company. supply chain management. Mumbai in April 2007. Development Centres were created with inhouse assessors. it is the country‟s first health centre to offer health. Continuing with its policy of strategic alliances. well . The venture is also looking at innovative value added offerings in the fitness space as well as developing a Spa model for the Fit & Active brand across the country. the culture that it imbibes and spirit of enterprise that resides within the organization. Considering the multiple businesses and rapid expansion expected across the business. Human Resources Discovering talent diversity The company strongly believes that its sustainable competitive advantage lies in the values that it cherishes. which further aided in identifying potential resources and helped chalk out post assessment development plans. During the year 2006-07. which involved mapping every managerial position in the organization for their skill sets. design institutes and institutes of higher learning in areas like food business. competence and attitudinal aspects as well as taking an inventory check of the existing talent base and addressing their development needs.

training. driven through the 'The Pantaloon People Management System'. Therefore the company ensures that the proportional representation of different communities in the Indian population is mirrored in its employee profile. The majority of employees in the company come from socially and economically marginalized sections of the society. This is built on 5 pillars of people based growth.000 people as on FY 07.000 people by FY 08. The vision is "To provide an environment that creates happy people who have a meaningful life and add value to business and society. The company has also created an Employee Growth Trust Fund that was launched during the last financial year for the senior management. Human Resource Initiatives Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be the people who are part of the organization. People Processes. The company plans to strengthen its employee platform to about 30. the Company prides itself on being a young and energetic organization. Equal Opportunity The company believes that in order to build a sustainable business environment." With over 18000 employees at an average age of 27 years. from nearly 18.12%. Management Processes and Leadership .Culture Building. Close to 46% of the employees in the organization are women and the average age within the organization is 27 years. The effectiveness of its talent management initiatives is reflected in the fact that the annual rate of attrition is 8. the composition of its talent base needs to reflect the diversity that exists in our country and among its customers. Being in service industry. The company‟s „Gurukool‟ programme provides the front-end employees an opportunity to imbibe the company‟s values and a sense of ownership to the company.trained retail professionals every year. namely . the Company places a lot of focus is placed on attracting. Performance Management through Balanced Scorecard. incentivising and retaining talent. much below industry levels.

in Future Group. associates and partners. Group Vision Future Group shall deliver Everything. but also get them where. To strive for a glorious future brings to us our strength. rewards and perfection. we will write success stories. The emphasis is on creating product and process knowledge through well defined programs like Praarambh and Parikrama. employees. Skills & Attitude areas. write rules yet unwritten.500 employees. And in this process. the Company's unique outbound residential training program Gurukool focuses on integrating the mind. do just one thing. our ability to evolve. strength. focusing on primary and secondary research into various aspects of retail and assessment of training needs across Knowledge. The SMILE initiative for training of new Store Manager's has been created and disseminated to over 100 store managers by this team Future Group Manifesto “Future” – the word which signifies optimism. create new opportunities and new successes. we will evolve it. We will not just post satisfactory results. achievement. Retain Values. shareholders. Training A competent Learning & Development Team is responsible for training employees at all the levels across the countr y. Future encourages us to explore areas yet unexplored. how and when they need. For the critical front line staff. It is this understanding that has helped us succeed. We will not just spot trends. We will not just operate efficiently in the Indian economy. body and soul and brings about measurable attitudinal and behavioral changes. our ability to learn.Brilliance. We. Everywhere. The program has covered nearly 4. Our customers will not just get what they need. Thereby. unlearn and re-learn. we will effect socio-economic development for our customers. growth. . We shall keep relearning. we will set trends by marrying our understanding of the Indian consumer to their needs of tomorrow. And it is this that will help us succeed in the Future. Every time for Every Indian Consumer in the most profitable manner. beauty. Rewrite Rules. will not wait for the Future to unfold itself but create future scenarios in the consumer space and facilitate consumption because consumption is development.

to meet challenges. Openness: To be open and receptive to new ideas. Adaptability: To be flexible and adaptable. sincerity.Group 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. Valuing and Nurturing Relationships: To build long term relationships. humility and united determination shall be the driving force to make us successful. both in thought and business. Respect & Humility: To respect every individual and be humble in our conduct. Simplicity & Positivity: Simplicity and positivity in our thought.conscious and committed to quality in whatever we do. creating retail realty. We shall ensure that our positive attitude. Flow: To respect and understand the universal laws of nature. • We shall infuse Indian brands with confidence and renewed ambition. making consumption affordable for all customer segments – for classes and for masses. Leadership: To be a leader. Core Values Indianness: Confidence in ourselves. ORAGANATION STRUTURE ORAGANATION STRUTURE STORE MANAGER ASSISTANT STORE MANAGER DEPARTMENT MANAGER . business and action. • We shall be efficient. knowledge and information. • We will be the trendsetters in evolving delivery formats. Introspection: Leading to purposeful thinking. cost.

THE STRATEGY Saving is key to the Indian middle class consumer. A new trainee is put through a basic three day training program before going on the shop floor. Keeping this in mind. This is true across India. with a large product offering (at times modified to suit local needs) and to offer a good depth and width in terms of range. Support and ancillary services comprise another 400 people. . footwear and the shopinshops. For Food Bazaar. Price was the basic value proposition at Big bazaar. the concept of Big bazaar was created.ASSISTANT DEPARTMENT MANAGER TEAM LEADER SALES PERSONS Or PROMOTERS MANAGEMENT STYLE The organization structure for Big bazaar is flat in nature. which includes gold.800 people work for Big bazaar directly. A bazaar is a place where a complete range of products is always available to the consumer. which were 5 to 60 percent lower than the market price. had to offer value to the consumer. a typical thought is to seek it from the bazaar. which would be created. For Big bazaar. the name Big bazaar was finalized. The Big bazaar outlets sold a variety of products at prices. a separate teem has been created which again works independently. The idea was to re-create a complete bazaar. when a customer needs some thing for the home. As the store would offer a large mix of products at a discounted price. Evaluation is done every six months. The mind to market for the first store was just six months. About 1. In India. the divisions are apparel. The line “Isse sasta aur achha kahin nahin” emphaised this. non apparel and the new business division. The store.

LINE OF BUSINESS Line of Business Sub Department Under the Brand BB-Fashion BF-Children‟s BIG BAZAAR BF-Kids Acc BIG BAZAAR BF-Ladies BIG BAZAAR BF-Ladies Acc BIG BAZAAR BF-Men‟s BIG BAZAAR BF-Men‟s Acc BIG BAZAAR BB-GM-Fashion Fashion Accessories BIG BAZAAR Footwear BIG BAZAAR GF-Luggage BIG BAZAAR GF-New Business BIG BAZAAR GF-Sport Goods BIG BAZAAR GF-Toys BIG BAZAAR BB-GM-Home ware GH-Home décor BIG BAZAAR GH-Household crockery BIG BAZAAR GH-Household Plastic BIG BAZAAR GH-Household utensil BIG BAZAAR Beauty & health SS-Personal Grooming BIG BAZAAR One Mobile(communication ) CM-Accessories ONE MOBILE CM-Carriers ONE MOBILE CM-Hardware ONE MOBILE cure &care CC-Non Prescription SIS CC-Prescription SIS Depot DP-Book DEPOT DP-Multimedia DEPOT DP-Stationery DEPOT Electronics EE-Cd&e Accessories HOME BAZAAR EE-Computer &Acces HOME BAZAAR EE-Consumer Durable HOME BAZAAR .

The need for . Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers each year.EE-Electronics HOME BAZAAR EE-Personal Electro HOME BAZAAR Food Bazaar FB-Chef Zone FOOD BAZAAR FB-Chill Station FOOD BAZAAR FB-Fabricleen FOOD BAZAAR FB-Fruits & Vegetable SIS FB-Golden Harvest FOOD BAZAAR FB-Head to toe FOOD BAZAAR FB-Hungry kya FOOD BAZAAR FB-Spic N Span FOOD BAZAAR Furniture FR-Furniture HOME BAZAAR Home Fashion Home Fashion HOME BAZAAR Home Improvement HI-Carpentry HOME BAZAAR HI-Electricals HOME BAZAAR HI-Improvement HOME BAZAAR Lootmart Ladies BIG BAZAAR Mens BIG BAZAAR Mens Accessories BIG BAZAAR Navras NR-Precious Jeweelle Navras SIS BB SIS Fashion Accessories SIS INTRODUCTION A retailer or retail store is any business enterprise whose sales volume comes primarily from retailing. with the help of a few personnel. These stores feature art galleries. The best-known type of retailer is the department store. There are store retailers. and children‟s playgrounds. This he does through his small organization. Consumers today can shop for goods and services in a wide variety of stores. cooking classes. and retail organizations. non store retailers. He provides goods and service to the ultimate consumers. A retailer is at the end of the distributive channel. In an individual retail store there is not much scope for organization except in the sense that the shopkeeper has to organize apportions his time and resources. Retail organizations exhibit great variety and new forms keep emerging.

With that end in view he has to pursue a policy to achieve his objective. A retailer deals in an assortment of goods to cater to the needs of consumers. its image and status and finally its survival. at the right price. in the right place. such as a public utility. Retailing mix. a "retailer" buys goods or products in large quantities from manufacturers or importers. therefore. • Retail formats and companies are now major factors in the industry. This policy is called retailing mix. The maximum satisfaction to the customers is achieved by a proper blend of all three. RETAIL Retailing is the set of business activities that adds value to the products and services sold to the consumer for their personal or family use. Retailers are at the end of the supply chain. • The key to successful retailing is offering the right product.organization becomes essential as soon as he hires people o enters into partnership or takes the help of members of his family in running his store. Retail establishments are often called shops or stores. It is the combination of all efforts planned by the retailer and embodies the adjustment of the retail store to the market environment. The success of the retail stores. The World of Organized Retailing . His objective is to make maximum profit out of his enterprise. and making a profit. depends on customers‟ reaction to the retailing mix which influences the profits of the store. its share of the market. Manufacturing marketers see the process of retailing as a necessary part of their overall distribution strategy. and then sells smaller quantities to the end-user. at the right time. • Retailing provides considerable value to consumers while giving people opportunities for rewarding and challenging careers. • Retailers must understand what customers want and what competitors are offering now and in the future. its volume of turnover. A retailing mix is the package of goods and services that store offers to the customers for sale. The term "retailer" is also applied where a service provider services the needs of a large number of individuals. • Retailing is an important institution in our society. a communication mix and a distribution mix. either directly or through a wholesaler. like electric power.

promote and present merchandise. stores are now becoming more than just places to buy products. price. while better serving their customers. Its include the type of merchandise and services offered. customer service. The mix may vary greatly according to the type of the retailer is in. • To compete against non-store retailers. The use of new technologies helps retailers reduce their operations costs. merchandise assortments Store ambience. training and motivating sales associates. Retail mix is the term used to describe the various elements and methods required to formulate and execute retail marketing strategy. entrepreneurs are launching new companies and concepts and becoming industry leaders. while traditional firms have had to rethink their business. Retail managers must determine the optimum mix of retailing activities and coordinate the elements of the mix. advertising. and convenience of the store‟s location. RETAIL MIX . .• Retailers are using sophisticated communications and information systems to manage their business. merchandise pricing. and deciding how to price. • Retail managers today must make complex decisions on selecting target markets and retail locations. negotiating with supplier and distributing merchandise to stores. determining what merchandise and services to offer. promotional programs store design merchandise display. the essential elements may include: Store location. • In this dynamic environment. While many elements may make up a firm‟s retail mix. The aim of such coordination is for each store to have a distinct retail image in consumers‟ mind. The retail mix is the combination of factors retail used to satisfied customer needs and influences their purchase decision. assistance to customer provided by salespeople. and the type of product/services. They are offering entertaining and educational experiences for their customers.

Communication with customer Personal selling Store image Store design Sales incentives People Process Physical evidence Composition of retail mix Place Product Price Promotion People Process Physical Environment Key element 1)Place (store location) 2)Product (merchandise) Target market Product development Channel structure Product management Channel management Product features and benefits Retailer image Branding Retail logistics Packaging Retail distribution 3)Price 4)Promotion Costs Developing promotional mixes Profitability Advertising management Value for money Sales promotion Competitiveness Sales management Incentives Public relations Quality Direct marketing Status After-sales services 5)People element 6)Process element .

OBJECTIVE OBJECTIVE . It is the effective blending of all the elements of retail mix activities within the retail organization that determines the success of retail management.Staff capability Order processing Efficiency Database management Availability Service delivery Effectiveness Queuing system Customer interaction Standardisation Internal marketing Retail mix planning Retail mix plan consists of: Setting objectives Systematic way of identifying a range of options. Approaches to planning Top down approach Retail management sets goals and plans for all levels of management. Importance of Retail mix planning Hostile and complex retail environment External and internal retail organisation factors interact – Maximising revenue – Maximising profit – Maximising return on investment – Minimising costs Each element has conflicting needs All these variables interact All these variables result in optimum compromise. Formulation of plans for achieving goals Logical sequence of retailing activities. Bottom up approach Various units prepare own goals and plans sent up for approval. Discuss this statement and explain with retail examples how the elements of retail mix could be blended to ensure the success of retail operation.

To understand the quality of services maintained in the store. In a month how many times you visit big bazaar? a) Once 7 b) Twice 23 c) Thrice 8 d) More than thrice 25 . RESEARCH METHODOLOGY • Type of research Descriptive • Type of data Primary data • Data collection method Data is collected through structured questionnaire. pie charts. To determine the performance of sales persons in the store. 3. To understand the availability of products in the store. • Sampling Convenient sampling • Sample size 100 • Data analysis technique Quantitative • Data analysis tool Bar charts. 4. To identify the effectiveness of atmospherics in the store. 2. ANALYSIS AND INTERPRETATION ANALYSIS AND INTERPRETATION Q1. To identify the performance of store operations. 5.PRIMARY OBJECTIVE : To study the effectiveness of retailing mix in the store. SECONDARY OBJECTIVE S : 1.

Your shopping experience in big bazaar is always! a) outstanding 1 b) Excellent 21 c) Good 43 d) Average 32 e) Bad 3 INTERPRETATION: Out of 100 respondent. Especially in apparels. 37% people visit the store when they have some requirement and 25% are visited more than thrice. Maximum numbers of people has a better experience of shopping in big bazaar. Over all 31% customer are satisfied by the availability of brand and products in big bazaar. 43% people has good shopping experience in big bazaar. Brands and products availability in big bazaar is ! a) outstanding 3 b) Excellent 28 c) Good 44 d) Average 22 e) Bad 3 INTERPRETATION: Out of 100 respondents.66% customer product availability is average rest said it is bad. Q2. Ambience & atmosphere inside the store is ! a) outstanding 5 b) Excellent 27 c) Good 41 . But 1% has outstanding shopping experience and 3% has bad shopping experience. Q4. Most of them regularly visit big bazaar. Maximum number of people visited store frequently. 23% visited two times in month and 7% & 8% people visited one and three times in a month respectively. Q3. Some people think there is no good brands and products availability in big bazaar.32% has average and 21% people has excellent.e) As per requirement 37 INTERPRETATION: Out of 100 respondent.

But 27% customers are not satisfied by the ambience & atmosphere inside the store of big bazaar. Location 0f big bazaar in your city is ! a) outstanding 29 b) Excellent 32 c) Good 22 d) Average 13 . Home delivery services of big bazaar is ! a) outstanding 7 b) Excellent 19 c) Good 38 d) Average 28 e) Bad 8 INTERPRETATION: Out of 100 respondents.e. Atmosphere is really good. Due to much noisy and unpleasant environment some of the customer irritates. Discounts and offers served in the big bazaar are excellent.d) Average 21 e) Bad 6 INTERPRETATION: Out of 100 respondents. Q5. 32% feel it is excellent and only 7% feel outstanding. Q7. Discounts and offers served in big bazaar is ! a) outstanding 7 b) Excellent 32 c) Good 36 d) Average 23 e) Bad 2 INTERPRETATION: Out of 100 respondents. 27% feel it is excellent and only 3% feel outstanding.(Especially in Big day) Q6. Maximum Customers are satisfied by Discounts and offers served in the big bazaar. Ambience & atmosphere inside the store is good feel by 41% customers. Discounts and offers served in big bazaar is good said by 36% customers. 64% is satisfied by Home delivery services of big bazaar rest 36% is not satisfied. Some customer never used this facility. Maximum number of respondent i. But 25% customers are not satisfied by Discounts and offers served in the big bazaar.

25% has average and 29% people has excellent. Product display and signage in the store is ! a) outstanding 8 b) Excellent 36 c) Good 40 d) Average 14 e) Bad 2 INTERPRETATION: Product display and signage in the store is highly satisfactory according to 44% of the respondent. Q9. Customers are satisfied with Product display and signage in the store. 61% is highly satisfied with location of big bazaar in city. But 3% has outstanding shopping experience and 4% has bad shopping experience.e) Bad 4 INTERPRETATION: Out of 100 respondents. 39% people has good shopping experience in big bazaar. 22% is satisfied and only 17% is not satisfied. It is situated central business district (CBD). Q8. Maximum numbers of people has a better experience of shopping in offer days. Location of big bazaar is outstanding. satisfactory according 40% of the respondent rest 16% are not satisfied with it. In offer days the shopping experience in the store is! a) outstanding 3 b) Excellent 29 c) Good 39 d) Average 25 e) Bad 4 INTERPRETATION: Out of 100 respondent. Q10. Some customer do not enter in store due to heavy rush. How do you feel about sales persons and promoters? a) Outstanding 4 b) Excellent 21 c) Good 49 d) Average 23 e) Bad 3 .

Sales persons and promoters behave well with customer.INTERPRETATION: 74% of the respondents are satisfied by the sales persons and promoters in the store rest 26% respondents are not satisfied by the sales persons and promoters in the store. 82% feels that cleanliness and hygiene maintained in the store is up to the mark rest 18% feel it is not up to the mark. Q11.The parking facility in bag bazaar is! a) outstanding 17 b) Excellent 29 c) Good 32 d) Average 17 e) Bad 5 INTERPRETATION: 78% of the respondents are satisfied by the parking facility in bag bazaar. Q12. Q14. Are you satisfied with the billing facility at the store? .e. rest 74% are said the quality of the products in big bazaar is averaged. Maximum customer satisfied with the parking facility in bag bazaar. only 5% said its not good. rest 22% respondents are not satisfied by the parking facility in bag bazaar. Cleanliness and hygiene maintained in the store is up to the mark. The quality of the product served by big bazaar is! a) outstanding 3 b) Excellent 19 c) Good 47 d) Average 26 e) Bad 5 INTERPRETATION: 21% of the respondents are highly satisfied with the quality of the products at big bazaar. Q13. Maximum number of people is not satisfied with quality of the product. The cleanliness and hygiene maintained in the store is ! a) outstanding 13 b) Excellent 41 c) Good 28 d) Average 13 e) Bad 5 INTERPRETATION: According to maximum number of respondent i.

Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer? a) YES 63 b) NO 37 INTERPRETATION: According to 63% of the respondents they feel that shopping in big bazaar has made more knowledgeable conscious and aware customer. FINDINGS FINDINGS . Is it easy to move with the trolley in the store? a) YES 74 b) NO 26 INTERPRETATION: According to 74% of the respondents it is easy to move in the store with trolley only 26% said it is not. 85% of the respondents feel that big bazaar provide you value for money. Q16.a) YES 72 b) NO 28 INTERPRETATION: 72% of the respondents are satisfied by the billing facility in the store. “discovering more value” The above statement is true spotted by the above data. rest 28 % are not satisfied. Some customer are not satisfied by billing facility(Especially in offer day and rush hours ). and 37% they are already knowledgeable conscious and aware customer. Q15. “Big bazaar has made customer a more knowledgeable conscious and aware customer” Q17.Do you feel that big bazaar provide you value for money? a) YES 85 b) NO 15 INTERPRETATION: Out of 100 respondent. The space management in the store is up to mark. 15% feel not.

✔ Home delivery services are not used by customer. RECOMMENDATIONS RECOMMENDATIONS ➢ Create awareness & manage home delivery services properly. ✔ Discounts and offers doing well in the store. ➢ No. ✔ Cleanliness and hygiene maintained in the store is up to the mark “discovering more value” The above statement is true spotted by the above data. ➢ Cleanliness and hygiene should be maintained regularly. ➢ Quality in products should be increased up to mark. Air conditioning is really good. ✔ Product display and signage is good. ✔ Quality in products is not up to the mark. ➢ Proper training should be provided to sales person so that they can deal with the customer efficiently. ✔ Location of big bazaar is outstanding. ➢ Proper signage should be there so that customer can locate the products easily. ✔ In offer days the store management is good. It is situated central business district (CBD) ✔ Parking facility in big bazaar is good. ✔ Noisy and unpleasant environment is irritates customer. ➢ Various schemes and offers can be provided to them and attract new customers (Use pull strategy). ✔ Big bazaar provides better shopping experience.✔ Store performing well in attracting the customers. ➢ There should be proper assortment of various product categories. Especially in apparels. of cash counter needs to be increased keeping in view customer traffic intensity. . ✔ Brands and products availability in big bazaar is not up to the mark.

Please provide relevant information by filling this questionnaire to make my survey more comprehensive. All details from your part will be kept confidential.………………………………………………………… Q1. The survey was conducted in very general way as no other variable such as their education ANNEXURE QUESTIONNAIRE PERSONAL INFORMATION Dear sir/ Madam. BIBLIOGRAPHY BIBLIOGRAPHY BOOK REFERRED: Research methodology (C.…………………………………………………………. Kothari) Retailing Management (Levy & weitz) WEB SITES: www. 4. Some respondents replied half heartedly. occupation and sex.R. 5. Time limit is the major constraint. 3.pantaloon. I Shiv Mohan Singh student of School of management sciences. Your shopping experience in big bazaar is always! a) Outstanding b) Excellent c) Good d) Average e) Bad Q3.a) Male b) Female Contact no. Discounts and offers served in big bazaar is ! a) Outstanding b) Excellent c)Good . Name:. 2. Sex:.:. Some respondents refuse to co-operate. Varanasi conducting a survey on “Effectiveness of retailing mix in Big Bazaar‟‟ This survey is a part of my partial fulfillment of PGDM (RM) course. In a month how many times you visit big bazaar ? a) Ones b) twice c) Thrice d) more than thrice e) As per requirement Q2. Brands and products availability in big bazaar is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q4. Some respondents gave incomplete information.. Ambience & atmosphere inside the store is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q5.LIMITATION Limitations of the study 1.

Tower. In offer days the shopping experience in the store is! a) Outstanding b) Excellent c)Good d) Average e) Bad Q11. J. C.Do you feel that bag bazaar provide you value for money? a)yes b)No (Signature) Thanking you for filling up this questionnaire LOCATION LOCATION Ranchi 0ffice : Big Bazaar. The quality of the product served by big bazaar is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q15. How do you feel about sales persons and promoters ? a) Outstanding b) Excellent c)Good d) Average e) Bad Q13. Kadru More. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer? a) Yes b) no Q17. The cleanliness and hygiene maintained in the store is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q12. Are you satisfied with the billing facility at the store ? a) Yes b) No Q10. Main Road. Ranchi Jharkhand Pin : 834001 Phone : 0651–3052032 . Home delivery services of big bazaar is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q7.The parking facility in bag bazaar is! a) Outstanding b) Excellent c)Good d) Average e) Bad Q14. Location 0f big bazaar in your city is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q8. Is it easy to move with the trolley in the store? a) Yes b) No Q16. Product display and signage in the store is ! a) Outstanding b) Excellent c)Good d) Average e) Bad Q9.d) Average e) Bad Q6.

Action Area . Jogeshwari-Vikhroli Link Road.700 156 Tel: +91 033-3091 7500/51 Fax: +91 033-3091 7502 e-mail: east.New Town.O. Regd. India Ph +91 22 66442200. Mumbai 400060. (Near Indian Oil Petrol Pump) Kolkata .Block No . P.region@pantaloon. Fax +91 22 66442201 COMPITATORS VISHAL MEGA MART RELENCE MART & FRESH SOME LOCAL STROES TOO . Jogeshwari East. Office : Knowledge House.Fourth Floor.1B. Block By Block Shopping Mall.BG. Plot No.5. Off. Shayam Nagar. .Zonal Office : Pantaloon Retail (India) Limited.

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