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Planning means looking ahead and chalking out future courses of action to be followed. It is a preparatory step. It is a systematic activity which determines when, how and who is going to perform a specific job. Planning is a detailed programme regarding future courses of action. It is rightly said ―Well plan is half done‖. Therefore planning takes into consideration available & prospective human and physical resources of the organization so as to get effective coordination, contribution & perfect adjustment. It is the basic management function which includes formulation of one or more detailed plans to achieve optimum balance of needs or demands with the available resources. According to Urwick, ―Planning is a mental predisposition to do things in orderly way, to think before acting and to act in the light of facts rather than guesses‖. Planning is deciding best alternative among others to perform different managerial functions in order to achieve predetermined goals. According to Koontz & O‘Donell, ―Planning is deciding in advance what to do, how to do and who is to do it. Planning bridges the gap between where we are to, where we want to go. It makes possible things to occur which would not otherwise occur‖.

STEPS IN PLANNING FUNCTION PLANNING FUNCTION OF MANAGEMENT INVOLVES FOLLOWING STEPS:1. ESTABLISHMENT OF OBJECTIVES a. Planning requires a systematic approach. b. Planning starts with the setting of goals and objectives to be achieved. c. Objectives provide a rationale for undertaking various activities as well as indicate direction of efforts. d. Moreover objectives focus the attention of managers on the end results to be achieved. e. As a matter of fact, objectives provide nucleus to the planning process. Therefore, objectives should be stated in a clear, precise and unambiguous language. Otherwise the activities undertaken are bound to be ineffective. f. As far as possible, objectives should be stated in quantitative terms. For example, Number of men working, wages given, units produced, etc. But such an objective 1

cannot be stated in quantitative terms like performance of quality control manager, effectiveness of personnel manager. g. Such goals should be specified in qualitative terms. h. Hence objectives should be practical, acceptable, workable and achievable. 2. ESTABLISHMENT OF PLANNING PREMISES a. Planning premises are the assumptions about the lively shape of events in future. b. They serve as a basis of planning. c. Establishment of planning premises is concerned with determining where one tends to deviate from the actual plans and causes of such deviations. d. It is to find out what obstacles are there in the way of business during the course of operations. e. Establishment of planning premises is concerned to take such steps that avoids these obstacles to a great extent. f. Planning premises may be internal or external. Internal includes capital investment policy, management labour relations, philosophy of management, etc. Whereas external includes socio- economic, political and economical changes. g. Internal premises are controllable whereas external are non- controllable. \ 3. CHOICE OF ALTERNATIVE COURSE OF ACTION a. When forecast are available and premises are established, a number of alternative course of actions have to be considered. b. For this purpose, each and every alternative will be evaluated by weighing its pros and cons in the light of resources available and requirements of the organization. c. The merits, demerits as well as the consequences of each alternative must be examined before the choice is being made. d. After objective and scientific evaluation, the best alternative is chosen. e. The planners should take help of various quantitative techniques to judge the stability of an alternative.

4. FORMULATION OF DERIVATIVE PLANS a. Derivative plans are the sub plans or secondary plans which help in the achievement of main plan. b. Secondary plans will flow from the basic plan. These are meant to support and expediate the achievement of basic plans. c. These detail plans include policies, procedures, rules, programmes, budgets, schedules, etc. For example, if profit maximization is the main aim of the 2

it is put into action. 5. future plans can be made more realistic. 3 . b. derivative plans will include sales maximization. This step establishes a link between planning and controlling function. FOLLOW UP/APPRAISAL OF PLANS a. and cost minimization. e. d. it is important to appraise its effectiveness. The follow up must go side by side the implementation of plans so that in the light of observations made. SECURING CO-OPERATION a. Derivative plans indicate time schedule and sequence of accomplishing various tasks. c. This enables the management to correct deviations or modify the plan. This is done on the basis of feedback or information received from departments or persons concerned. b. 6. After the selected plan is implemented. 2) The organization may be able to get valuable suggestions and improvement in formulation as well as implementation of plans. 3) Also the employees will be more interested in the execution of these plans. After choosing a particular course of action. production maximization. d.enterprise. The purposes behind taking them into confidence are :1) Subordinates may feel motivated since they are involved in decision making process. it is necessary rather advisable to take subordinates or those who have to implement these plans into confidence. After the plans have been determined. f.

you will definitely get the best products at the best prices – that’s what they guarantee. If one looks at Indian bazaars. At Big Bazaar. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. of event. mandis. utensils. The idea was pioneered by entrepreneur Kishore Biyani. cutlery. sports goods and much more at prices that will surprise you. That was Kishoreji’s strength as a retailer. He had a lot of confidence in what he was doing. The founders of Big Bazaar were from the 4 . And this is just the beginning. creeds and classes can come and shop at the same place. They provide an inclusive environment where men and women from all castes. The idea from the very beginning was to make Big Bazaar very comfortable for the Indian customer. With the ever increasing array of private labels. it has opened the doors into the world of fashion and general merchandise including home furnishings. owned by the Pantaloon Group.RETAIL INDUSTRY: BIG BAZAAR INTRODUCTION TO BIG BAZAAR Big Bazaar is a chain of shopping malls in India currently with 31 outlets. Big bazaar is not just another hypermarket. Big Bazaar plans to add much more to complete their customers shopping experience. melas. crockery. It caters to every need of your family. the head of Pantaloon Retail India Ltd. of place. they are environments created by traders to give shoppers a sense of moment. even though it defied conventional logic.

it is an opportunity to build a relationship and invite the customer to become a part of the transformational scenario. Its no longer about selling products and services alone. In India most of us are not prepared for the consumerism that is setting in this country. so that no customer would feel intimidated with the surroundings. We underestimate how many people are going to fly and that s why our airports get crowded. TARGET CUSTOMERS Big Bazaar targets higher and upper middle class customers because there has been growth in Indian middle class that has so far been used to buying apparel and groceries from small and cluttered neighborhood market shops is fast realizing the joys of visiting malls that have redefined the freedom to shop and 5 . We underestimate how many people will speak on the phone for how many billions of minutes and therefore our cell phone networks are always congested. Nor is it just about completing transactions. They were built to enforce order. Big Bazaarâs all over India attract a few thousand customers on any regular day. Design management is helping us position the customer at the center of every decision we take and also operate with true entrepreneurial spirit. and a lot more if they are offering something extra on each buy. The new macro-differentiator can be design. However. Design is helping companies to sell differentiated experiences and solutions that connect with the consumers emotions. which they normally are! And the sales force at Big Bazaar along with the executives is prepared for them. OBJECTIVE OF BIG BAZAAR The central objective for earlier businesses of Big Bazaar w was to bring in stability and consolidation. But the minds responsible for the huge success of Big Bazaar have captured and understood the force of consumerism that is unfolding. Every time a customer walks in. the dominant theme for businesses needs to be speed and imagination. in the new era where nothing remains constant.beginning very clear that they had to reflect the look and feel of Indian bazaars at their modern outlets.

Eating out. TARGETING YOUNG WORKING CLASS The large and growing young working population is a preferred customer segment for Big bazaar. Consumers are the same everywhere. Big Bazaar specifically target young. we are only bound by our social systems.736). keeping the synergies of business and consumer offerings in mind 6 . working professionals. Indias National Council for Applied Economic Research estimates that the nationâs middle class population currently comprises about 17 million households 90 million people with annual earnings ranging between $4. Therefore.All our alliances and relationships with many company have been built. particularly in the lower and middle-income households. The ongoing boom in sectors such as information technology and business process outsourcing has created a clientele with high disposable income and a increased demand for lifestyle merchandise such as watches. eating out and moving on to processed and convenience foods. This is a much-travelled and brand-savvy urban population.400) and $22. Interestingly. An additional 287 million could be termed as ‘aspirers or those that hope to join the middle class in the near term. These young people are early adopters of most modern product lines. home makers who are primary decision maker.500 (£2. The value for money proposition is so ingrained in the Indian consumers mind that he needs to be shown true value all the time. are impacting retail growth in India as these groups tend to spend more on upgrading and diversifying their lifestyles.000 (£11. an estimated 40-50% of the Indian working woman’s salary is spent on apparel and footwear. Their desires. Rising incomes. mobile phones and accessories make up the other leading spending options. greed’s and needs are similar. VALUE FOR MONEY All our lines of business are consumer centric and I believe that if we are to be in the larger consumer space.entertain. evolving and accordingly be flexible in our business plans. cosmetics and perfumes. all our current and future businesses would necessarily have the common denominator as the consumer. Such malls are the new temples of leisure and weekend entertainment. we would need to keep changing.

It is a simple statement and yet it positioned at the top of Indian customers mind. innovation is a very important aspect of their working strategy. They consider that it is their only duty to keep customer in mind at every step. MERCHANDISE Main objective of the store layout is to maximize the interface between customers and merchandise― It provides easy accessibility to the customers to view the offerings of the store.Is se sasta aur accha kahin nahi! IMAGE Nothing captures the sprit of Big Bazaar better than this one liner. Thus. Layout of the store has been strategically designed in order to make effective use of merchandise and passage to draw customers’ attention on store’s offerings Big Bazaar has a wide range of merchandise they have both branded and unbranded products like : Home lien items: Like bed sheets. They believe in service and value for the customers. It shows that big bazaar was built on the foundation of entrepreneurship and simplicity. The other very important philosophy is that of Indianness. carpets to kitchen utility items like steel utensils and crockery and other minor utility items required in a house 7 . The way Big Bazaar is designed and the way the whole concept has developed reflects a sense of Indianness. pillow covers. All the concepts and formats as well as the way of doing things are very Indian. they go that extra mile and buy directly from source in bulk so that they can get best rates by keeping the margin low Big Bazaar is constantly on the lookout for finding new ways and means to improve the current state of affairs.

vacuum cleaner . is located near commercial areas so that the working class people can drop in and shop house hold items after office hrs.     Electronic items: like refrigerator. Star Sitara: In this section all kinds of cosmetic items are made available Opticians: In this section all brands oand types fashion glasses are available Men Ladies and kids wear: This section includes fashion and casusal wear for men ladies and kids both branded and unbranded. Etc Mobile Zone: A wide range of mobile phones and accessories is available at lowest possible price Furniture: All kinds of furniture is available that one may require to decorate their house. high street Phoenix in Mumbai. One of the distinct feature of their location is that it is easily accessible and they try to locate their outlet in such a location where they can reach a large customer base. Music: A wide collection of CDs DVDs is made available Toys: All kinds of toys for children is available Stationary: all kind of office stationery and stationery for school going kids is available     LOCATION Big bazaar is located has 31 outlets in India .V. Foot wear: In this section footwear for men women and kids is made available. For instance isn’t air conditioned: instead. Unlike office going people in big cities . On the other hand their outlets in sangle is a bit different from what we would see at say . lowerparel mumbai .they adapt themselves to the habits tastes and preferences according to the location.T. people in smaller towns do not restrict their shopping to weekends . vacuum cleaner. The choice of location of Big Bazaar in many ways captures the essence of what they were doing. music system. big bazaar locates itsoutlet near the commercial area and residential complexs so that they can cover all their target customers Eg : their outlet in phoenix mill .also there are many shoppers there on days as an weekends . 8 . there are air coolers installed inside the store . washing machine.

Footwear Dept. All Dept managers. team members work under coordination and cooperation. Ladies Dept. One of the major service provided by them is one stop shop as one could get a whole range of items under one shop and at the most reasonable price. 9 . Home Decor Dept etc. ADM. Each department has a Department Manager (DM) & Assist DM. Each department will be assigned with targets which have to be achieved within the assigned period that may be of daily. They have also given major emphasis to convince for customers in which layout has played a major role. Employee service is often neglected as part of good retail marketing but customer and employee interaction can be used as the significant tool for retail marketing. Men‘s Dept. security. They always have their outlets in such a location where it is easy to commute. Depot dept.SERVICES Big Bazaar provides a wide range of services to its customers like Trial rooms . The layout of the store is so effective that customers find their way out of what they want. post sale service if any etc. Star Sitaradept. Big Bazaar provides good employee service i. trolleys so that one could shop easily They even provide them with after sale services in case of buying electronic items. elevators.e their salesmen are always redy to provide help. Their job is concerned mainly with sales. monthly and yearly. Mobile Bazaar. Furniture Dept. Plastic. car parking . They look after customer‘s orders delivery. baggage counter . weekly. Utensils & Crockery (PUC) Dept. DEPARTMENTAL MANAGERS There are 28 departments in this store like Electronic dept.

motivate and retain all the employees.FUNCTIONAL DEPARTMENTS PLANNING . 3. They are usually appointed as Departmental Managers. CONSULTANCY SERVICES: For top level management.HUMAN RESOURCE DEPARTMENT The HR department of Big Bazaar is very dynamic.30 in the evening. There are two shifts for the employees. 2. Candidates who have given their previous employer as referrals are first interviewed and from their previous employer. People seeking job usually themselves approach the HR department for job vacancy. employees are recruited through private consultants. opinion is taken about their behaviour and performance 10 . WALK-INS :This is the main source through which Big Bazaar recruits its employees. Currently Big Bazaar Banashankri is employing 220 full time and 60 part time employees. This is very evident from the way the HR department handles all its employees. The first shift employees arrive at 10AM in the morning and leave at 7. Employees usually selected from this source are appointed at the entry level as team members. train. They have continuous developmental programmes for all the employees. They take utmost care to select.30 in the afternoon and leave at the time of Store closing (10pm). while the second shift employees report at 12. SOURCES OF RECRUITMENT THE FOLLOWING ARE THE MAIN SOURCES THROUGH WHICH BIG BAZAAR RECRUITS ITS EMPLOYEES:- 1. Employees are the biggest strength and asset of any organization and the HR dept realises this very well. EMPLOYEE REFERRALS: This is the other main source through which employees are selected.

discuss and arrive at a solution or a decision which is accepted by the whole group. This is done to evaluate the candidate‘s ability to communicate freely and also other skills. ability to handle stress. They are asked a few basis questions about their education. the candidates are interviewed by a HR the job. previous work experience if any. If they receive a positive opinion from their previous employer they are selected 4. Along with the G D they are also given a written aptitude test. CAMPUS RECRUITMENT: Young people bring new ideas and fresh enthusiasm. where they will be given a topic on which the group has to deliberate. presence of mind etc. Finally a formal interview will be conducted to assess the overall skills of the student. Therefore Big Bazaar visits some of the reputed educational institutions to hire some of the most talented and promising students as its employees. candidates are asked to answer a few questions which basically test their sharpness. Selection Procedure The following is the selection procedure that the HR department practices to hire its employees a) INTERVIEW: For entry level jobs. analytical ability. languages known etc. c) GROUP DISCUSSION: In campus recruitment students are involved in a Group Discussion. 11 . b) PSYCHOMETRIC TESTS: For higher and top level jobs. 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.

The salary of an employee includes basic pay. special allowance. They will also be informed about the HR policies and rules of the company. COMPENSATION & REWARDS: The employees are rewarded suitably with attractive pay packages. After this period the HR period along with the department manager will review the performance of the employee. Along with these all the employees are given a card known as ‗Employee Discount card‘ 12 .ESI.MOTIVATION INDUCTION: New employees selected will be given a 13 day induction and training program. If the employee‘s performance is good and encouraging. Mediclaim etc. PF. If a hospital is not recognised. HRA. They will be informed of their roles. Annual bonus will be given at the time of Diwali. The new employees will be on probation for a period of 6 months. different departments etc. duties and responsibilities. the employee‘s services will be confirmed. They will be given information about the comp any‘s business. The employees and their dependents are also entitled for medical treatment in recognised hospitals with cashless hospitalisation with whom the company has tie-ups. the amount spent by the employee will be reimbursed.

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. All the employees are given training for 20 days in a year spread over different periods. ‗Gurukul‘ which is a part of FLDL gives training to all the employees on various skills like team work. In addition to this if an employee achieves or exceeds the target given to along with their team members will be provided with attractive cash and other incentives. TRAINING & DEVELOPMENT: Future group has its own training division for all its employees. LEAVES AND OTHER RULES: An employee during his probationary period is entitled for 7 days of leave. 13 . known as ‗Future Learning & Development Limited‘ (FLDL). There is only one type of leave the employees can take which is known as All Purpose Leave (APL). PERFORMANCE APPRAISAL: The HR department conducts performance appraisal of all the employees annually in the month of April. A confirmed employee is entitled for 30 days of leave in a year. Based on their performance increments will be given in their pay. dedication discipline improving customer service etc to make them more knowledgeable and productive.(EDC) through which they can buy any product at Big Bazaar at a special discount of 20-30 %.

WORK CULTURE AT BIG BAZAAR At Pantaloon Retail. At Pantaloon you will work with some of the brightest people from different spheres of industry. Leadership is the quality that motivates us to never stop learning. Work is a unique mix of preserving our core Indian values and yet providing customers with a service. We believe our most valuable assets are our People. Pantaloon Retail has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. Leadership is a value that is followed by one and all at Pantaloon Retail. a habit. In the quest of creating an Indian model of retailing. stretching to reach the next challenge. and therein. Out of the Box thinking has become a way of life at Pantaloon Retail and living with the change. Young in spirit. with an average age of 27 years. We believe it‘s a place where you can live your dreams and pursue a career that reflects your skills and passions. knowing that we will be rewarded along the way. In our world. 14 . but create it. Powered by the desire to create path-breaking practices and held together by values. on par with international standards. the grooming to play a larger role in the future. making a difference to Customers‘ lives is a Passion and performance is the key that makes it possible. adventurous in action. At Pantaloon Retail you will get an opportunity to handle multiple responsibilities. Empowerment is what you acquire and Freedom at Work is what you get. Believing in leadership has given us the optimism to change and be successful at it. work in this people intensive industry is driven by softer issues. We do not predict the future. our skilled & qualified professionals work in an environment where change is the only constant.

an increase of 113 percent over the preceding year. The Finance department is also responsible for collecting and depositing the cash received in the company‘s bank account daily.91 Crores in FY07-08. monthly and yearly sales targets and the margins for all the departments separately.FINANCE DEPARTMENT Finance Department Finance is the life blood of any business. having recorded a robust growth in both the topline as well as in bottom line. Income from operations went up from Rs.99 Crores in FY06-07 included an extraordinary income. of profit from sale of investments.5048. Banashankri performs a few basic functions. PAT for FY07-08 was Rs.74 Crores in FY06-07 to Rs.29 Crores in FY07-08.88. such as preparing the Store‘s ‗Income and Expenditure Statement‘ giving full particulars of all items.87 Crores.3236.125.98 percent. This amounts to an increase of 111 percent over the preceding year as the Net Profit of Rs. 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 FY07-08.97 Crores. This department is also responsible for deciding and giving the weekly. recording a growth of 55. It also prepares the budget for expenditure at various levels on different items.PBDIT stood at Rs. The South Zone Head office located at Jayanagar.464. of Rs.119. 15 . performs most of the financial functions and therefore the Finance department of Big Bazaar. REVIEW OF PERFORMANCE: The company crossed $1 billion turnover mark during the year under review.

It's always been a single step process. The marketing department also consists of another separate department which is known as ‗Visual Merchandising‘. it's easier to buy from a friend. radio. marketers have located their target market segments. The colours. It's said that people need to hear an offer at least seven times before they buy. It's a matter of building trust. For a firm in order to implement the marketing concept it has to focus its attention on the consumer. the idea that is being sold to the customers. ascertain his/her needs. After all. lights. presented their offer. It is very important to figure out what is the story. Good customer service is all about attending to existing and potential customers. than from someone you've never heard of before. to find a new customer. The Marketing department is responsible for marketing of Big Bazaar‘s products through different media like TV. This maintaining good relationship with the customers is the key to business success and hence the concept relationship marketing. Many experts think it costs anywhere from six to ten times as much. Another concept that was incorporated in Big Bazaar from the beginning was that of ‗Category management‘ as opposed to the brand merchandising practice that is followed by many retailers. Category management is based on the 16 . signage. banners. the picture. look and feel. and some real dollars. Visual merchandising is an art by which a retailer makes the store talk to its customers. The company has to visit different companies and has to enter in tie-ups for all its advertisement campaign. Traditionally. placards etc. That concept certainly works against the single step marketing method. and made the sales. The department has to design creative and attractive advertisements through which the company‘s products can be promoted to the customers. The marketing department has to decide and identify the most effective medium to attract the customers to Big Bazaar thereby increasing the sales. newspapers. everything is taken into account.MARKETING DEPARTMENT Marketing concept is a customer orientation backed by integrated marketing aimed at generating customer satisfaction as the key to satisfying organizational goals. Relationship marketing is based on the idea that people prefer to do business with people who they know and like. Relationship marketing looks at customers and clients over a longer term. the approach makes some sense. than to sell to an existing one. Good customer service is the life blood of any business. It takes into account the lifetime value of a customer. With those financial realities in mind. discuss and wants before Every Brand appeals to individual customers in different ways.

There are in all 25 cash counters in the Store. There is a Head Cashier to whom all the cahiers report and submit the total sales amount collected throughout the day by the cashiers.. design.etc. Big Bazaar wanted to have a complete bouquet of products in each category at different price-points.e. size and colour. rather than the brands. teams were divided according to the categories that they managed. Focussing on categories also helped to achieve a level of perfection within the specific segments. The objective was to create ‗traffic drivers‘ within the Store rather than make brands compete with each other. rather than a particular brand. 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. women‘s western wear or a casual wear. cash sales. Customers enjoying their shopping experience SALES DEPARTMENT This department is responsible for the collection of sales amount i. Therefore the store is designed according to the categories like men‘s formal wear. In addition to cash all leading credit and debit 17 .belief that a customer walks into a store looking for party shirt or a formal trouser. Within the organisation too. fabric. This department is responsible for the attractive product arrangement in the Store with respect to their nature. It also arranges the products to attract the customers and also ensure easy availability of products.

It is very crucial in retailing to make customers relate to every product that is being sold. Every Wednesday fabulous offers and great discounts are given on most of the products. Good discounts and offers are also provided to attract more number of customers. Wednesday Bazaar is a very important and popular event in Big Bazaar. the cashier has to give a statement of cash. Recently Big Bazaar Banashankri celebrated its 8th anniversary. Also if any free items are given on some purchases. amount collected through credit cards. amount collected in debit cards. but because they want to go through an experience. At the time of closing the billing counter. Good discounts and offers were provided on products to celebrate this occasion along with the customers who were the prime reason for its success. the cashier has to pack the products neatly in a plastic cover according to the customer‘s are accepted at no extra charge. it should be informed to the customer clearly. Also Big Bazaar vouchers and Sodexho coupons are also accepted. They arrive along with their family to enjoy the shopping experience. 18 . Customers arrive in large numbers as they realise that it is on Wednesday that products are offered at the lowest prices. Big Bazaar celebrated this occasion by having the 8th anniversary sale from 12-16th July. as well as the Store‘s environment. amount collected in Sodexho coupons & Big Bazaar vouchers and also amount collected through Credit Notes. Retailing is not just about selling products —it is about selling an idea. with all particulars of different denominations of cash. On Saturday and Sunday also the customer turnout is high. Why do people in shop when they are bored or depressed? It is not just because they have the money to buy. A cashier at the time of opening his billing counter will be given an opening balance of Rs.1000. as it is on the weekends that most of the customers find time for shopping. After the billing is done. The cashier has to ensure that all the offers applicable on respective products are given to the customer in his/ her bill.

Margin of business reducing all the time.  Diversified business operating all over India in various retail formats.  Can enter into production of various products due to its in depth understanding of customers‘ tastes and preferences. Opportunities:  Lot of potential in the rural market.    Threats: High business risk involved. Strengths:  Better understanding of customers helping the company to serve them better. Very thin margin.  Vast range of products under one roof helping in attracting customer and their family to shop together and enjoy the experience. Lot of competitors coming up to tap the market potential. D.  Ability to get products from customers at discounted price due to the scale of business. B. High attrition rate of employees C.SWOT ANALYSIS A.    Weaknesses: High cost of operation due to large fixed costs. 19 .  Benefit of early entry into the retail industry.  Can expand the business in smaller cities as there is a lot of opportunity.

The logistics department receives two truck loads of stock every day. It is the respective departmental Managers who place an order to the Zonal head office through e-mail for stock of goods when they feel that the stock has to be replenished. Then it checks for any damage in the stock received. The logistics department works in complete coordination with all the other departments to ensure that the stocks are received and maintained properly continuously for the smooth functioning of Big Bazaar and avoid any inconvenience to the customers 20 . It is responsible for procuring the stock of all the products of the different departments. Karnataka. The logistics department receives the goods from the warehouse. 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 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. If there is no damage in the stock. after recording it in the ‗Stock Inward Register‘ despatches the goods to the respective department taking the signature of the Departmental Manager.LOGISTICS Logistics is a very important department of Big Bazaar. The Warehouse of Big Bazaar for the entire South zone is located at Hosakote. 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.

When a customer brings a product for exchange. the customers can exchange them within 7 days of their purchase. The ultimate aim of this department is to help and satisfy the customer in every possible manner and makes the customers‘ experience memorable. 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.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. This dept also does gift wrapping for any product if the customer wants it at free of cost. There is also an Exchange Counter where if a customer is dissatisfied or wants to exchange the product he/ she has purchased for any reason . The dept also collects customers‘ opinion / feedback for continuous improvement in their service. they are also looked into. 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. If it is in an acceptable condition. the product is first received and checked if it is used or deliberately damaged or tampered with. If the customer buys a product less than the amount in the credit note. 21 . any customer assistance etc. if there are any customer complaints. the customer will be asked to pay the difference amount. 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. is also provided.

They ensure orderliness in the store and prevent shrinkage or pilferage of goods to minimise the loss arising out of it. The Store administration comes under the Store Manager.ADMINISTRATION DEPARTMENT The Administration department also has a separate section known as ‗Information Technology‘. then this department comes into function. The Security section is concerned with the security of the entire store. The housekeeping and security are outside agencies employed by the store on a contract basis to take care of the respective functions. 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. housekeeping. The store maintenance is concerned with the proper running of the store in co-ordination with all the departments. It also has to ensure proper back –up power supply in times of power cuts. If there is any problem with the machine in any department in the store. 22 . This dept integrates all the systems in the store and properly maintains all of them. They check all customers‘ bill before letting them out of the store. Its functions are store maintenance. stock register. all billing machines their functioning networking with the master machine etc. They also maintain all the registers like employees‘ attendance register. The Housekeeping is concerned with keeping all the departments of the Store clean and neat all the time. security etc. This department is responsible for the maintenance of all the systems of the Store.

enthusiastic and also very determined to grow in their career and in turn helping the company to grow. 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.CONCLUSIONS Big Bazaar is undoubtedly the number one retailer in India. It has built a very emotional and cordial relationship with its customers. It is also very intending to build long term relationship with all its stakeholders which is very essential for a successful business venture. From this it reveals that company is having young and energetic workforce who are very creative. 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. with 25 years of experience in the field of weaving fabrics. Working environment is good and also the various facilities provided helps in motivating the employees. is the leading Apparels and fashion design fabric company.It is found that more than 60% of employees are of the age group of 20-35. The employees accept their responsibilities wholeheartedly. There exist a healthy and positive relationship between employees and managers. 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 . 23 . Big Bazaar.

Simon & Schuster UK Ltd. 24 . • Anthony Robbins (1992). Organizational Behavior (10th Edition).BIBLIOGRAPHY  BOOKS • Kishore Biyani (2007). • Stephen Covey (1994). Awaken The Giant Within You (1st Edition).The Seven Habits Of Highly Effective People (6th Edition). (2004). • Robbins. Rupa Publications. Stephen P. It Happened In India (1st Edition). Simon & Schuster UK Ltd.