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This project report is submitted in partial fulfillment for the Requirement of “Master of Business Administration”
Submitted By: HARSHA B.N (08KXCM6065)
CENTER FOR POST GRADUATE STUDIES #17 KENGERI SATELLITE TOWN
BANGALORE – 560060
Bangalore University during the year 2009-2010
Mr. Ramnath. H.R
Asst Prof Dept of MBA Surana PG Centre
SURANA PG CENTRE
Sales Manager Big Bazaar Banashankri
I BN. Harsha bearing Reg No 08KXCM6065 do hereby declare that the Project entitled “Organization Study” carried at “Big Bazaar”, Bangalore is an original work carried out by me under the guidance of Prof Ramnath H.R and has not been presented earlier for any other University for the award of degree in “Master of Business Administration” of Bangalore University.
Place: Bangalore Date:
B.N HARSHA (08KXCM6065)
The successful accomplishment of any task is incomplete without acknowledging the contributing personalities who both assisted and inspired and lead us to way of success. At the outset, I would like to express my deep sense of gratitude and sincere thanks to Dr. V. PRABHUDEV. Director, Surana College P.G Centre, Bangalore, for providing an opportunity to discover the corporate world from a close perspective. I also thank Asst Prof. Ramnath H.R , my internal guide for this project to whom I am deeply grateful for his constant support and guidance without which it would not have been possible for me to complete this project . I take this opportunity to extend my sincere gratitude to Mr. Karthik, Sales Manager for giving me an opportunity to undertake internship project in the esteemed organization and for making it a wonderful experience. I convey my gratitude to all the staff of “BIG BAZAAR” for their kind cooperation throughout my project. I would also like to thank everyone who contributed in any manner to this project. Finally, I thank my dearest PARENTS, FRIENDS for their continued support.
Table of Contents 1 2 3 4 5 6 7 8 Introduction Industry Profile Company Profile Company History Future Group Vision and Mission Organization Chart Product Profile Functional Departments: 1) HR Dept 2) Finance Dept 3) Marketing Dept 4) Logistics Dept 5) Sales Dept 6) Customer Service Desk 7) Admin Dept 8 9 10 SWOT Analysis Findings & Conclusions Bibliography 37-43 44-48 49-52 53 54-55 56 57 58 59 60 01-03 04-06 07-16 17-19 20-23 24 25-36 - 4- .
practices.B. • To understand the various responsibilities and duties carried out by each department. facts about the work culture and policies of the company. • To understand the working of the various departments. The training is undertaken during July 2009 to August 2009 and the main purpose of the training is to know the application of the theoretical aspects in our course in the corporate environment and gain firsthand experience and expose ourselves to corporate policies. 1. optimum use of technological improvement growth & diversification. ethics. • To enable us to gain an insight into the corporate world. Organization helps management to perform its actives effectively. procedures. culture.Chapter-1 INTRODUCTION 1. Organizational structure is essential for continuity of the mission & co-ordinates & controls the business activities. effective use of physical resources & HR. creatively. The positions occupied by different individuals are presented in the form of organisation chart. - 5- . 1.1 Background of the study Organisation is set of people working together for accomplishment of a common objective. The roles and responsibilities are stated clearly without any ambiguity.A degree course of Bangalore University.2 Need for the Study This study is taken up to fulfill the requirement of M.3 Objectives of the study • To understand the organization structure or hierarchy of the company.
departments. Bangalore. purchasing etc.• The study is aimed at understanding how an organization practically works in the real situation. 1. managers and employees.4 Scope of the Study • • This report is based on the study conducted at Big Bazaar. • Discussion with the company executives.6 Methodology adopted for the Study • Observing the working of various departments like finance. organization structure. 6- . 1. As per the company rules many information was not disclosed As the managers are busy in their daily schedules it is not possible for us to spend more time in interaction and discussion with them. • An attempt is made to analyze the company’s performance in comparison to the theoretical aspects. • It aims to understand the skills of the company in the areas like technological advancements. competition and in management. safety. 1. marketing strategies and the advantages it is having over the competitors. human resource. techniques.5 Limitation of the Study Time limit is a major constraint. production. It aims at understanding the company’s establishment. • Visiting and surfing websites of the company.
1.7 Sources of Data
• Primary data • Secondary data
1.7(a) Primary Data The data collected for the first time through observation and interview method. The data is collected by observing the working of various departments and also by interviewing the managers of all the departments. It is also obtained by the help of staff members. 1.7(b) Secondary Data The data is collected by secondary sources also. The data is
collected through company manual, product brochure, company website and annual report.
Chapter-2 INDUSTRY PROFILE
Retail is India’s largest industry, accounting for over 10 percent of the country’s GDP and around 8 percent of the employment. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced industries with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However the future is promising; the market is growing, government policies are becoming more favourable and emerging technologies are facilitating operations.
Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behaviour, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centres, multi-storeyed malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with average age
of 24 years, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India.
Some Key Facts:
• Retail is India’s largest industry accounting for over 10 percent of the country’s GDP and around 8 percent of the employment • The market size of Indian retail industry is about US $312 billion.
India’s Consumption Cosmos
During the past decade, Private Final Consumption Expenditure has been the key driver of economic growth in India.
fashion and home products.The $350 Billion Consumption spending provides the single biggest business opportunity in India and is divided into some key categories led by food. - 10 - .
Future Group Pantaloon Retail (India) Limited is India’s leading retailer that operates multiple retail formats in both the value and lifestyle 11 - .Chapter-3: Company Profile Mr Kishore Biyani CEO.
Some of its other formats include Depot. the company operates over 12 million square feet of retail space. convenience and quality and Central. by the US-based National Retail Federation. Futurebazaar. Shoe Factory. a large-format home solutions store. Fashion Station. The company also operates an online portal. selling home furniture products and E-Zone focused on catering to the consumer electronics segment. has over 1000 stores across 71 cities in India and employs over 35. A subsidiary company. - 12 - . touch and feel of Indian bazaars with aspects of modern retail like choice.000 people. the largest retail trade association and the ‘Emerging Market Retailer’ of the Year 2007 at the World Retail Congress in Barcelona. a chain of seamless destination malls. Mobile Bazaar and Star Sitara (Beauty clinic). blends the look.segment of the Indian consumer market. Brand Factory. Big Bazaar.com. a chain of fashion outlets. a supermarket chain. Blue Sky. Pantaloon Retail was awarded the ‘International Retailer’ of the Year 2007. Headquartered in Mumbai. operates Home Town. Home Solutions Retail (India) Limited. a uniquely Indian hypermarket chain. Food Bazaar. The company’s leading formats include Pantaloons.
We aim at providing fairness. The group’s subsidiary companies include. superior quality of products and services to the satisfaction of the stakeholders through an efficient and effective code of governance. Galaxy Entertainment and Indus League Clothing. Home Solutions Retail India Ltd. One of the core missions of the organisation is to achieve excellence in all spheres. clarity and transparency in all our dealings and increasing the value of all stakeholders of the Company. CORPORATE GOVERNANCE REPORT Corporate Governance indicates transparency.Pantaloon Retail is the flagship company of Future Group. growth in market share. - 13 - . Pantaloon Industries Ltd. be it profitability. accountability and reliability on any organisation. a business group catering to the entire Indian consumption space.
its marquee brand. 14 - . the group operates over 12 million square feet of retail space in 71 cities and towns and 65 rural locations across India. While retail forms the core business activity of Future Group. a fashion retail chain and Central. brand development.000 people and is listed on the Indian stock exchanges. Pantaloon Retail employs around 35. Kishore Biyani. Big Bazaar is a hypermarket format that combines the look. group subsidiaries are present in consumer finance. In the lifestyle segment. Led by its flagship enterprise. The company follows a multi-format retail strategy that captures almost the entire consumption basket of Indian customers. insurance. Pantaloon Retail.Future Group Future Group. the group operates Pantaloons. touch and feel of Indian bazaars with the choice and convenience of modern retail. Mr. In the value segment. leisure and entertainment. Headquartered in Mumbai (Bombay). retail real estate development. capital. led by its founder and Group CEO. retail media and logistics. a chain of seamless malls. is one of India’s leading business houses with multiple businesses spanning across the consumption space.
Future Brands. The group’s presence in Leisure & Entertainment segment is led through. Galaxy leading leisure chains. Planet Sports. electronics retailer.In 2008. futurebazaar. sportswear retailer. Ezone. among others. Sports Bar and Bowling Co. the group’s financial arm provides investment advisory to assets worth over $1 billion that are being invested in consumer brands and companies. The group’s speciality retail formats include. It also operates a consumer finance arm with branches in 150 locations. The first set of Big Bazaar stores opened in 2001 in Kolkata. Aadhar. It also operates popular shopping portal. hotels and logistics. marking the fastest ever organic expansion of a hypermarket. real estate.com. a brand development and IPR company. Hyderabad and Bangalore. 15 - . Depot. Future Capital Holdings. Future Logistics. Future Generali. books and music chain. Other group companies include. home improvement chain. a retail media initiative. Mumbai-based listed company Galaxy Entertainment Limited. the group’s insurance venture in partnership with Italy’s Generali Group. providing logistics and distribution solutions to group companies and business partners and Future Media. Home Town and rural retail chain. Big Bazaar opened its 100th store.
as espoused in the group’s core value of ‘Indianness. US-based stationery products retailer. Spaghetti Kitchen.’ - 16 - . Retain values.’ The group’s corporate credo is. Noodle Bar. Blue Foods the group operates around 100 restaurants and food courts through brands like Bombay Blues. ‘Rewrite rules. Staples and Middle East-based Axiom Communications. Through its partner company. Future Group’s joint venture partners include. F123. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas.and family entertainment centres. The Spoon. Copper Chimney and Gelato.
the consumption space. This empowers Pantaloon Retail to build a comprehensive business model that can capture a dominant share of the single biggest business opportunity in India .CONSUMPTION COSMOS The retail formats are geared to capture Consumption Spending in key categories in both value and lifestyle segment. And specialised businesses backed by capital and investments in developing the necessary consumption infrastructure is helping build a consumption ecosystem. - 17 - .
Kishore Biyani Managing Director Mr. Doreswamy Director Dr. Anil Harish Director 18 - . Shailesh Haribhakti Director Mr.Board of Directors Mr. Darlie Koshy Director Mr. Gopikishan Biyani Wholetime Director Mr. Rakesh Biyani Wholetime Director Mr. S.
f. 24-07-2008) - 19 - . Vijay Kumar Chopra Director (Appointed w. Bala Deshpande Director Mr. Ms.e.
000 products destination. From apparel to general merchandise like plastics. under one roof that cater to every need of a family. It is owned by Pantaloon Retail India Ltd. convenience and quality. Here you will find over 170. cutlery. It works on the same economy model as Wal-Mart and has been successful in many Indian cities and small towns. sports goods. Future Group. The idea was pioneered by entrepreneur Mr. car accessories. Big Bazaar has democratized shopping in India and is so much more than a hypermarket. crockery. setting a new level of standard in price. - 20 - . you will get the best products at the best prices—this is our guarantee.Organization Profile “Nobody Sells Cheaper and Better” Big Bazaar is a chain of department stores in India currently with 100 outlets. 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. making Big Bazaar India’s favourite shopping At Big Bazaar. utensils. computer accessories and many more. books and music. the CEO of Future Group. home furnishings. Kishore Biyani.
- 21 - . Big Bazaar has created a strong value-for-money proposition for its customers.If you are a fashion conscious buyer who wants great clothes at great prices. the company honoured the consumer by calling it the ‘Maha Savings Day’. 26 and 27 January. 25. which principally revolve around food. We believe Big Bazaar is a true pan-Indian model that can enter into most towns in India and democratize shopping everywhere. 2009. inspirational appeal and service levels. across the country. On the day India celebrates its Republic Day. its success is a true testament to the emotional bonding it has established with the Indian customer .. Big Bazaar has clearly emerged as the favourite shopping destination for millions of its customers. groceries and general merchandise. on account of its value offerings. Big Bazaar is the place to be. Shoppers at all Big Bazaar and Food Bazaar outlets across the country were offered products at prices never heard before in the history of shopping. India’s Sabse Sasta Din The acceptance and loyalty that Big Bazaar has garnered over the years was well evident on 26 January 2009.. This highlights the uniqueness of Big Bazaar as compared to traditional supermarkets. Leveraging on the company’s inherent strength of fashion.
Initial public offer (IPO) was made in the month of May.The offers were spread across categories from electronics to utensils. Launch of Pantaloons trouser. from apparel to furniture and food. The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. which resulted in nearly 2 million people visiting the stores on that day. 1995 1997 John Miller – Formal shirt brand launched. 1991 1992 1994 Launch of BARE. Company History 1987 Company incorporated as ‘Manz Wear Private Limited’. The company starts the distribution of branded garments through multi-brand retail outlets across the nation. And most stores were able to post record sales for a single day. This event received tremendous response from the regular and an entirely new set of shoppers. the Indian jeans brand. Company enters modern retail with the launch of the first 8000 - 22 - . India’s first formal trouser brand.
Specialised companies in retail media. Staples. the company’s financial is formed to manage over $1. Future Group enters into joint venture agreements to launch insurance products with Italian insurance major. IPR and brand development and retail-led technology services become operational.India’s first seamless mall is launched in Bangalore. Generali. Sets up India’s first real estate investment fund Kshitij to build a chain of shopping malls. Central . a home building and improvement products retail chain is launched along with consumer durables format. Pantaloons in Kolkata. private equity and retail infrastructure funds. Forms joint ventures with US office stationery retailer. 2006 Future Capital Holdings. Indus League Clothing and Planet Retail. 2001 Three Big Bazaar stores launched within a span of 22 days in Kolkata. 2007 Future Group crosses $1 billion turnover mark. acquires stakes in Galaxy Entertainment.5 billion in real estate. Ezone and furniture chain. 2002 2004 2005 Food Bazaar. Home Town. Pantaloon Retail wins the ‘International Retailer of the Year’ at US23 - . Group moves beyond retail. Bangalore and Hyderabad. Plans forays into retailing of consumer finance products.square feet store. logistics. the supermarket chain is launched. Furniture Bazaar.
Futurebazaar. ‘Aadhar’ present in 65 rural locations. marking one of the fastest ever expansion of a hypermarket format anywhere in the world. Total operational retail space crosses 10 million square feet mark.com becomes India’s most popular shopping portal. Future Group acquires rural retail chain. 2008 Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets.based National Retail Federation convention in New York and ‘Emerging Retailer’ of the Year award at the World Retail Congress held in Barcelona. - 24 - . Big Bazaar crosses the 100-store mark.
Every time.Future Group’s Vision “To Deliver Everything. Everywhere.” Future Group’s Mission: • We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. sincerity. cost-conscious and committed to quality in whatever we do. making consumption affordable for all customer segments – for classes and masses. ‘India ness’ and its corporate credo is – “Rewrite rules. Retain values. - 25 - . • We shall infuse Indian brands with confidence and renewed ambition. humility and united determination shall be the driving force to make us successful. • We shall be efficient and. • We will be the trendsetters in evolving delivery formats. to Every Indian Customer in the most profitable manner. • We shall ensure that out positive attitude. creating retail realty.” One of the core values at Future Group is.
both in thought and business. Adaptability: to be flexible and adaptable. Respect & Humility: to respect every individual and be humble in our conduct. Introspection: leading to purposeful thinking. Simplicity & Positivity: Simplicity and Positivity in our thought. Leadership: to be a leader. Valuing and Nurturing Relationships: to build long term relationships. knowledge and information. Flow: to respect and understand the universal laws of nature. business and work. - 26 - . Openness: to be open and receptive to new ideas. to meet new challenges.Core Values Indianness: confidence in ourselves.
Future Plans The Company would continue to pursue its aggressive growth to strengthen its position as a leading player in the consumption space in India. insurance. media. has added IT services and education to its portfolio of businesses. The Company will also be able to unlock value out of these businesses by listing these subsidiary companies. The various subsidiary companies of the Company. 27 - . The Company. at an appropriate time. operating in the consumption space. All these businesses will help in capitalizing on the synergies with the retail business to further enhance shareholder’s wealth. with an aim to capture increasing share of the consumer’s wallet. apart from the existing consumer finance. The Company would continue with its expansion plans and would continue to increase its presence on a pan-India basis by opening more retail outlets in tier 2 and tier 3 cities and by further strengthening its position in key metro cities. are currently in initial set-up phase. Most of them will come into their own. The Company has planned to increase its operating retail space from around 8 million square feet currently to around 12 million square feet by FY08-09. pursuing aggressive growth plans to achieve scale and garner increasing market share. and partnering with strategic partners in them. logistics and brand businesses. which have been created to cater to various consumption categories.
Retail Footprint - 28 - .
Chapter-4 Organization Chart Store Manager Asst Store Manager Dept Manager HR Manager Visual Merchandising Administrat ion Info Sales Manager Asst DM Marketing Maintenance Maintenanc Team Leader wre Team Member CSD Asst DM House keeping Security Cashier Different products dealt in Big Bazaar 29 - .
a) Depot b) NBD (New Business Development) 1) General books 2) Office stationary 3) Children stationary 4) Film VCD’s & DVD 1) Watches 2) Fashion Jewellery 3) Sunglasses 4) Auto accessories 5) Car audio systems c) Gold Bazaar: d) Mobile Bazaar: Navras Gold Jewellery (This is a separate unit not related to Big Bazaar they share profits on percentage basis). - 30 - . 2) All mobile accessories 3) All major prepaid sim cards 4) All post paid connections 5) Cordless phones & landline phones. 1) All kinds of mobile handsets ranging from Rs 1000 to Rs 25000 of different companies.
Utensils. Crockery (PUC) g) Plastics: h) Utensils: 1) Plates.e) Star Sitara: f) Shringar: 1) Cosmetics 2) Fragrances 3) Herbals 4) Pharmaceuticals 1) Bangles 2) Jewellery sets 3) Bracelets 4) Hair Accessories 5) Bindies 6) Chins Plastics. Bowls. Glasses 1) Buckets 2) Casseroles 3) Containers 4) Boxes 5) Flasks 6) Bowls 7) Jugs & sippers 8) Bottles & Mugs 2) Non stick Cookware’s 3) Kitchen Tools 4) Tiffin Boxes - 31 - .
Handkerchiefs - 32 - .i) Crockery: j) Luggage: 1) Crockery cutlery 2) Table Materials /Napkins 3) Dinner sets 4) Wine. Juice Glasses 1) Travel bags 2) Trolleys 3) School & College Bags 4) Ladies purse & bags 5) Suitcase Apparels Department a) Ladies Wear: b) Men’s Wear: 1) Sarees 2) Dress Materials 3) Under garments 4) Nightwear 5) Western wear’s 1) Formal Shirts & Pants 2) Casual Shirts & Pants 3) Party Wears 4) Fabrics [cut pieces] 5) Other Accessories 6) Suits & Blazers 7) Levi’s Signature Garments 8) Ties 9) Jeans Pants 10)Belts.
Codraw pants 3) Ethnic wears 4) Co-ordinates 5) Rain coats - 33 - . jeans Shirts Baniyans Jhabas Vests Bibs feedings Bed items Baba suits. Frocks Diapers. trousers. Pampers Other baby accessories 2) Cotton shirts.Kid’s Department: c) Infants Section: 1) 2) 3) 4) 5) 6) 7) 8) 9) d) 1) Boy’s Section: T-shirts.
balls.a) Girls Section: 1) Cotton Frocks 2) Ethnic wears 3) Co-ordinates 4) Western wears 5) Sweaters f) Toys Department: 1) Soft Toys 2) Board games 3) Dolls 4) Educational toys 5) Remote Cars . hockey bats etc 7) Cycles 8) Carrom Board a) Footwear Department: b) Furniture Bazaar: 1) Dining Table 2) Bedroom Accessories 3) Hall Accessories (Sofa sets. Fridge covers. Micro 7) Assorted Color Stones woven covers. Yellow duster 3) Curtains.V covers. Almirah etc 1) Sports shoes 2) Casual shoes 3) Formal shoes 4) Men’s sandals 5) Ladies sandals 6) Ladies casuals 7) Ladies Fancy slippers 8) Children shoes 9) Children sandals c) Home Linen Department: 1) Bed sheets. Table mats. Washing machine covers. bikes 6) Sports items: Cricket bats. Razai Footmats. Pillow covers Blanket etc 2) Towels. Saree 34 covers. T. etc d) Home Decor: 1) Flower Vase 2) Artificial Flowers 3) Candle stand 4) Umbrellas 5) Photo Frames 6) Frame & Wall Paintings 5) Shopping bags. Chairs. Mats. napkins. mosquito nets etc 4) Carpets. Pillows. Bed spreads. Shoe Covers-etc . C. Cushion covers. badminton & tennis rackets.8) Water Falls (artificial) e) Personal Care: 9) Birthday items .D Pouch. Tables etc) 4) Mattresses 5) Computer Table 6) Dressing Table 7) Wardrobe.
Bread items. Sugar. Masala items 4) Dry fruits 5) Ready to cook foods & mixes 6) Spices d) Process Dept: 7) Breakfast Cereals 1) Health drinks 2) Ready to eat 3) Corn flakes. 2) Cakes and other sweets - 35 - . Ragi etc. Rava items. Pickle 5) Instant mixes 6) Spreads e) Confectionaries: 1) All kinds of Chocolates and Confectionaries. Rice. 1) Dals. 2) Atta. Wheat.Food Bazaar a) Beverages: 1) Soft drinks 2) Mineral water 3) Health drinks 4) Fruit Juices 5) Frozen items b) Staples Dept: c) Fruits & Vegetables: All kinds of fruits and vegetables at the lowest prices. Salt etc 3) Cooking Oils. Chips 4) Soups.
Fresh wrap Electronic Bazaar 1) Televisions. Irons & Grinders 7) Computers. Audio Systems 3) Refrigerators 4) Washing Machines 5) Microwave Owen 6) Mixers. Laptops. Detergents etc 1) Washing powder etc 2) Dish wash. DVD Players 2) Home Theatre Systems. Tissue papers 3) Scratch. Shoe cases.Home Care: 1) Phenyl. Printers & 36 - .
Computer accessories 8) Juicers etc Famous Brand Of Big Bazaar: Big Bazaar has gradually introduced private labels in fashion over the last few years. Knighthood It is the men’s formalwear brand with arrange that includes formal shirts. DJ&C 37 - . These are known as ‘In House brands’ which are exclusively promoted by Big Bazaar in its stores. private labels are introduced to increase their share over other brands. It is very important to promote and sell these brands aggressively. new. since they contribute to higher margins thereby contributing heavily to the bottom line. Every year. blazers and basic men’s accessories like ties and handkerchiefs. trousers. suits.
skirts. DJ&C Sports This is a unisex sportswear range for the age group of 20-40 years. casuals. It targets both men and ladies and the range includes designer denims. Shyla offers a complete range of formal/ semi-casual line of ladies tops.India’s cool answer to international brands is positioned for the 20-35 year age group. kurta pyjamas sets and sherwani sets. trousers. Shyla True to its tagline ‘what women want’. street-wear. etc. Shatranj The men’s ethnic wear range consists of kurtas. - 38 - .
There is an infant line also available as well. Pink & Blue covers the entire apparel needs of kids across t-shirts. has the blue range for boys and pink for girls. trousers. STUDIO NYX It is a range of men’s party wear. - 39 - .Srishti The complete ethnic wear range offering a range of traditional designs for ladies encompasses both salwar kameez sets and mix & match/ fusion wear. dresses and ethnic-wear/ occasion-wear. shirts. Pink & Blue The kids’ brand range created to celebrate the spirit of childhood. shorts. jeans.
Central and Pantaloons. The products include apparels and non-apparels such as utensils. which offers a wide range of products under one roof.shirts Business Description: Pantaloon Retail (India) Ltd. The Big Bazaar is the discount store. Food Bazaar.CTEE Men’s T. sports goods and footwear. The company also has its 40 - . The company’s principal activity is to operate chain retail stores in names of Big Bazaar.
presence into gold retailing by launching Gold Bazaar. Utensils & Crockery (PUC) Dept. The Pantaloon retail stores focus largely on apparels and accessories. weekly. The Central offers a chain of stores including books and music stores. FMCG products and ready to cook products. Ladies Dept. 41 - . monthly and yearly. Depot dept. Furniture Dept. The company’s Food Bazaar provides a range of food and grocery products ranging from fresh fruits and vegetables. Home Decor Dept etc. Footwear Dept. Human Resource Department The HR department of Big Bazaar is very dynamic. team members work under coordination and cooperation. grocery store and restaurants. Men’s Dept. ADM. Plastic. staples. They look after customer’s orders delivery. Their job is concerned mainly with sales. sports and lifestyle accessories. Departmental Managers: There are 28 departments in this store like Electronic dept. Employees are the biggest strength and asset of any organization and the HR dept realises this very well. post sale service if any etc. Mobile Bazaar. Each department has a Department Manager (DM) & Assist DM. Star Sitara dept. All Dept managers. Chapter-5 Functional Departments: 1. Each department will be assigned with targets which have to be achieved within the assigned period that may be of daily. global brands in fashion.
30 in the afternoon and leave at the time of Store closing (10pm). They have continuous developmental programmes for all the employees. Sources of Recruitment The following are the main sources through which Big Bazaar recruits its employees. b) Walk-ins : - 42 - . while the second shift employees report at 12. motivate and retain all the employees. Currently Big Bazaar Banashankri is employing 220 full time and 60 part time employees. a) Consultancy Services: For top level management. The first shift employees arrive at 10AM in the morning and leave at 7.30 in the evening.This is very evident from the way the HR department handles all its employees. They take utmost care to select. There are two shifts for the employees. They are usually appointed as Departmental Managers. train. employees are recruited through private consultants.
Employees usually selected from this source are appointed at the entry level as team members. If they receive a positive opinion from their previous employer they are selected. Interview: For entry level jobs. d) Campus Recruitment: Young people bring new ideas and fresh enthusiasm. c) Employee Referrals: This is the other main source through which employees are selected. - 43 - . They are asked a few basis questions about their education. the candidates are interviewed by a HR person. previous work experience if any. This is done to evaluate the candidate’s ability to communicate freely and also other skills. languages known etc.This is the main source through which Big Bazaar recruits its employees. Therefore Big Bazaar visits some of the reputed educational institutions to hire some of the most talented and promising students as its employees. Selection Procedure The following is the selection procedure that the HR department practices to hire its employees. Candidates who have given their previous employer as referrals are first interviewed and from their previous employer. i. opinion is taken about their behaviour and performance in the job. People seeking job usually themselves approach the HR department for job vacancy.
duties and responsibilities. ability to handle stress. After this period the HR period along with the department manager will review - 44 - . Psychometric Tests: For higher and top level jobs. candidates are asked to answer a few questions which basically test their sharpness. 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. where they will be given a topic on which the group has to deliberate. Along with the G D they are also given a written aptitude test. The new employees will be on probation for a period of 6 months. analytical ability. iii. They will also be informed about the HR policies and rules of the company. different departments etc.ii. Group Discussion: In campus recruitment students are involved in a Group Discussion. Induction: New employees selected will be given a 13 day induction and training program. They will be given information about the company’s business. They will be informed of their roles. Finally a formal interview will be conducted to assess the overall skills of the student. discuss and arrive at a solution or a decision which is accepted by the whole group. presence of mind etc.
Leaves and other rules: An employee during his probationary period is entitled for 7 days of leave. The salary of an employee includes basic pay. Mediclaim etc. There is only one type of leave the employees can take which is known as All Purpose Leave (APL). special allowance. 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 %. 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. PF. Compensation & Rewards: The employees are rewarded suitably with attractive pay packages.the performance of the employee. 45 - . A confirmed employee is entitled for 30 days of leave in a year.ESI. If the employee’s performance is good and encouraging. If a hospital is not recognised. the amount spent by the employee will be reimbursed. the employee’s services will be confirmed. Annual bonus will be given at the time of Diwali. HRA. The employees and their dependents are also entitled for medical treatment in recognised hospitals with cashless hospitalisation with whom the company has tie-ups.
dedication discipline improving customer service etc to make them more knowledgeable and productive. known as ‘Future Learning & Development Limited’ (FLDL). ‘Gurukul’ which is a part of FLDL gives training to all the employees on various skills like team work. All the employees are given training for 20 days in a year spread over different periods. - 46 - . Based on their performance increments will be given in their pay. Training & Development: Future group has its own training division for all its employees. 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.Performance Appraisal: The HR department conducts performance appraisal of all the employees annually in the month of April.
a habit. Young in spirit. In 47 - . Leadership is a value that is followed by one and all at Pantaloon Retail. Empowerment is what you acquire and Freedom at Work is what you get. with an average age of 27 years. We believe our most valuable assets are our People. Out of the Box thinking has become a way of life at Pantaloon Retail and living with the change.Work Culture at Big Bazaar: At Pantaloon Retail. making a difference to Customers’ lives is a Passion and performance is the key that makes it possible. Powered by the desire to create path-breaking practices and held together by values. Leadership is the quality that motivates us to never stop learning. knowing that we will be rewarded along the way. work in this people intensive industry is driven by softer issues. our skilled & qualified professionals work in an environment where change is the only constant. stretching to reach the next challenge. adventurous in action. In our world.
the quest of creating an Indian model of retailing. on par with international standards. the grooming to play a larger role in the future. Pantaloon Retail has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. but create it. and therein. We believe it’s a place where you can live your dreams and pursue a career that reflects your skills and passions. - 48 - . Work is a unique mix of preserving our core Indian values and yet providing customers with a service. At Pantaloon Retail you will get an opportunity to handle multiple responsibilities. At Pantaloon you will work with some of the brightest people from different spheres of industry. We do not predict the future. Believing in leadership has given us the optimism to change and be successful at it.
monthly and yearly sales targets and the margins for all the departments separately. 49 - . Banashankri performs a few basic functions.2 . Review of Performance: The company crossed $1 billion turnover mark during the year under review. performs most of the financial functions and therefore the Finance department of Big Bazaar. The Finance department is also responsible for collecting and depositing the cash received in the company’s bank account daily. It also prepares the budget for expenditure at various levels on different items. The South Zone Head office located at Jayanagar. This department is also responsible for deciding and giving the weekly. having recorded a robust growth in both the topline as well as in bottom line. such as preparing the Store’s ‘Income and Expenditure Statement’ giving full particulars of all items. Finance Department Finance is the life blood of any business.
PAT for FY07-08 was Rs. This amounts to an increase of 111 percent over the preceding year as the Net Profit of Rs.87 Crores.99 Crores in FY06-07 included an extraordinary income.88. of Rs. recording a growth of 55. of profit from sale of investments.PBDIT stood at Rs.5048.91 Crores in FY07-08.125.119.98 percent.74 Crores in FY06-07 to Rs. - 50 - .97 Crores.3236.464.29 Crores in FY07-08. The Company increased its retail presence from around 5 million square feet in 42 cities to approximately 8 million square feet in 63 cities during FY07-08. an increase of 113 percent over the preceding year.Income from operations went up from Rs.
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With those financial realities in mind. It's always been a single step process. marketers have located their target market segments. than to sell to an existing one. Marketing Department Marketing concept is a customer orientation backed by integrated marketing aimed at generating customer satisfaction as the key to satisfying organizational goals. ascertain his/her needs. Traditionally. It's a matter of building trust. and made the sales. Many experts think it costs anywhere from six to ten times as much. Relationship marketing looks at customers and clients over a longer term. than from someone you've never heard of before. It takes into account the lifetime value of a customer. concept relationship marketing. This maintaining good relationship with the customers is the key to business success and hence the - 55 - . discuss and wants before Every Brand appeals to individual customers in different ways. After all. Relationship marketing is based on the idea that people prefer to do business with people who they know and like. the approach makes some sense. Good customer service is the life blood of any business. and some real dollars. to find a new customer.3. For a firm in order to implement the marketing concept it has to focus its attention on the consumer. presented their offer. it's easier to buy from a friend. Good customer service is all about attending to existing and potential customers.
look and feel. radio. It is very important to figure out what is the story.It's said that people need to hear an offer at least seven times before they buy. lights. 56 - . Category management is based on the belief that a customer walks into a store looking for party shirt or a formal trouser. signage. 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. The Marketing department is responsible for marketing of Big Bazaar’s products through different media like TV. women’s western wear or a casual wear. the picture. banners. rather than a particular brand. placards etc. The marketing department also consists of another separate department which is known as ‘Visual Merchandising’. The department has to design creative and attractive advertisements through which the company’s products can be promoted to the customers. The colours. everything is taken into account. Visual merchandising is an art by which a retailer makes the store talk to its customers. The marketing department has to decide and identify the most effective medium to attract the customers to Big Bazaar thereby increasing the sales. Therefore the store is designed according to the categories like men’s formal wear. newspapers. That concept certainly works against the single step marketing method. the idea that is being sold to the customers. etc. The company has to visit different companies and has to enter in tie-ups for all its advertisement campaign.
Big Bazaar wanted to have a complete bouquet of products in each category at different price-points.Within the organisation too. rather than the brands. This department is responsible for the attractive product arrangement in the Store with respect to their nature. - 57 - . size and colour. fabric. Focussing on categories also helped to achieve a level of perfection within the specific segments. teams were divided according to the categories that they managed. The basic function of this department is it divides the Store into some departments based on the nature of the product and also within the department it decides how the products should be arranged keeping in mind the customers taste. The objective was to create ‘traffic drivers’ within the Store rather than make brands compete with each other. design. It also arranges the products to attract the customers and also ensure easy availability of products.
Customers enjoying their shopping experience - 58 - .
after recording it in the ‘Stock Inward Register’ despatches the goods to the respective department taking the signature of the Departmental Manager. Karnataka.4. On the other hand if there is a damage in the goods or if the goods do not match the details given in the Goods Received Statement. it enters in the Stock Outward Register and sends it back to the warehouse along with a Goods Returned Note giving full information regarding the reason for returning back the goods and the defect or damage in the goods. The logistics department receives two truck loads of stock every day. Logistics Logistics is a very important department of Big Bazaar. The Warehouse of Big Bazaar for the entire South zone is located at Hosakote. The logistics department receives the stock of different goods and verifies the quantity and quality of the goods with the particulars given in the ‘Goods Received Statement’ which it receives along with the stock. Then it checks for any damage in the stock received. If there is no damage in the stock. The logistics department receives the goods from the warehouse. The logistics department works in complete coordination with all the other departments to ensure that the stocks are received and maintained properly 59 - . It is the respective departmental Managers who place an order to the Zonal head office through e-mail for stock of goods when they feel that the stock has to be replenished. It is responsible for procuring the stock of all the products of the different departments.
the cashier has to pack the products neatly in a plastic cover according to the customer’s needs. it should be informed to the customer clearly. There is a Head Cashier to whom all the cahiers report and submit the total sales amount collected throughout the day by the cashiers. with all particulars of different denominations of cash. Every Wednesday fabulous offers and great discounts are given on most of the - 60 - .e. amount collected through credit cards. cash sales. Wednesday Bazaar is a very important and popular event in Big Bazaar. After the billing is done. amount collected in Sodexho coupons & Big Bazaar vouchers and also amount collected through Credit Notes. Sales Department This department is responsible for the collection of sales amount i. In addition to cash all leading credit and debit cards are accepted at no extra charge. Also if any free items are given on some purchases. Also Big Bazaar vouchers and Sodexho coupons are also accepted..continuously for the smooth functioning of Big Bazaar and avoid any inconvenience to the customers.1000. amount collected in debit cards. There are in all 25 cash counters in the Store. At the time of closing the billing counter. A cashier at the time of opening his billing counter will be given an opening balance of Rs. The cashier has to ensure that all the offers applicable on respective products are given to the customer in his/ her bill. 5. the cashier has to give a statement of cash.
as well as the Store’s environment. - 61 - . Customers arrive in large numbers as they realise that it is on Wednesday that products are offered at the lowest prices. Why do people in shop when they are bored or depressed? It is not just because they have the money to buy. On Saturday and Sunday also the customer turnout is high. Big Bazaar celebrated this occasion by having the 8th anniversary sale from 12-16th July. They arrive along with their family to enjoy the shopping experience. as it is on the weekends that most of the customers find time for shopping.products. Good discounts and offers are also provided to attract more number of customers. but because they want to go through an experience. Good discounts and offers were provided on products to celebrate this occasion along with the customers who were the prime reason for its success. Retailing is not just about selling products —it is about selling an idea. Recently Big Bazaar Banashankri celebrated its 8th anniversary. It is very crucial in retailing to make customers relate to every product that is being sold.
When a customer brings a product for exchange. the customers can exchange them within 7 days of their purchase. 62 - . is also provided. If the customer buys a product less than the amount in the credit note. any customer assistance etc. This dept also does gift wrapping for any product if the customer wants it at free of cost. 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. Customer Service Desk (CSD) As the name suggests this is the separate dept which mainly focuses on customer service like if a customer finds difficulty in finding any product. they are also looked into. if there are any customer complaints. then the customer is issued a Credit Note for that amount (product’s price). This department is also responsible for announcing all the offers running in the store on different products throughout the day. the product is first received and checked if it is used or deliberately damaged or tampered with.6. The customer can then purchase any product for that amount or just take back the money by encashing the credit note at a cash counter. 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 . If it is in an acceptable condition.
The Security section is concerned with the security of the entire store. It also has to ensure proper back –up power supply in times of power cuts. 7. They also maintain all the registers like employees’ attendance register. They ensure orderliness in the store and prevent shrinkage or pilferage of goods to minimise the loss arising out of it. Administration The Store administration comes under the Store Manager. They check all customers’ bill before letting them out of the store. The housekeeping and security are outside agencies employed by the store on a contract basis to take care of the respective functions. 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 dept also collects customers’ opinion / feedback for continuous improvement in their service. Its functions are store maintenance. Covers and other wastes should be properly cleaned and the floor is swept regularly to keep it clean. visitors’ register etc. Security department keeps a vigilant check on all the people entering and departing at the various entry and exit points in the store. stock register. - 63 - . housekeeping. security etc. The ultimate aim of this department is to help and satisfy the customer in every possible manner and makes the customers’ experience memorable.
then this department comes into function. Chapter-6 SWOT Analysis: Strengths: Better understanding of customers helping the company to serve them better. Weaknesses: High cost of operation due to large fixed costs. This dept integrates all the systems in the store and properly maintains all of them. This department is responsible for the maintenance of all the systems of the Store. Vast range of products under one roof helping in attracting customer and their family to shop together and enjoy the experience. - 64 - . Diversified business operating all over India in various retail formats. Very thin margin. 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. Ability to get products from customers at discounted price due to the scale of business. Benefit of early entry into the retail industry.The Administration department also has a separate section known as ‘Information Technology’.
with 25 years of experience in the field of weaving fabrics. High attrition rate of employees Opportunities: Lot of potential in the rural market. Threats: High business risk involved. 2. Big Bazaar is undoubtedly the number one retailer in India. Big Bazaar. 65 - . Can enter into production of various products due to its in depth understanding of customers’ tastes and preferences. Can expand the business in smaller cities as there is a lot of opportunity. Chapter-7: Findings & Conclusions 1. Lot of competitors coming up to tap the market potential. It is also very intending to build long term relationship with all its stakeholders which is very essential for a successful business venture. Margin of business reducing all the time. is the leading Apparels and fashion design fabric company. It is observed that the organisation hierarchy is professional as all the departmental Managers directly report to the Store Manager who in turn reports to the Zonal Head. 3. It has built a very emotional and cordial relationship with its customers.
It Happened In India (1st Edition). Robbins. BIBLIOGRAPHY BOOKS • Kishore Biyani (2007). There exist a healthy and positive relationship between employees and managers. It is found that more than 60% of employees are of the age group of 2035. The Seven Habits Of Highly Effective People (6th Edition). 5. accept that it is their responsibility to carry out a part of the activities of the company and they will be held accountable for the quality of their work. Anthony Robbins (1992). Awaken The Giant Within You (1st Edition). Rupa Publications. 66 - • • • . enthusiastic and also very determined to grow in their career and in turn helping the company to grow. From this it reveals that company is having young and energetic workforce who are very creative.4. Organizational Behavior (10th Edition). Stephen Covey (1994). Working environment is good and also the various facilities provided helps in motivating the employees. Simon & Schuster UK Ltd. Stephen P. 6. The employees accept their responsibilities wholeheartedly. Simon & Schuster UK Ltd. The company is reaching out to all the sections of the society as it is creating a hypermarket where not only the rich people shop but also the middle and the lower class customers come to enjoy the whole shopping experience. 7. (2004). 8.
Pantaloon.Futuregroup.com - 67 - .com www.Prentice-Hall India Websites www.
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