A PROJECT REPORT ON

EFFECTIVENESS OF RETAILING MIX IN BIG BAZZAR "

SUBMITTED TO PUNJAB TECHNICAL UNIVERSITY JALANDHAR IN THE PA RTIAL FULF ILLM E NT OF TH E DEGRE E OF BACHELORS OF BUSINESS ADMINISTRATION (BBA) SUBMITTED BY : SUBMITTED TO : Gurjit singh Miss Jaspreet kaur BBA-6th Sem. Lecturer in Management Roll No. 7114241309 LIM, Phagwar

SESSION(2007-2010)

Lovely insitute of management phagwara

ACKNOWLEDGEMENT

This project has been possible through the direct and indirect co-operation of various persons to whom I wish to express my appreciation and gratitude .First and foremost, my thanks go to Mrs. JASPREET KAUR whose versatility of creativeness, interest and enthusiasm gave a new dimension to my work with a motto to seek, to strive and not to yield. Her unfailing guidance and

encouragement made me understand the vagaries of appropriation and help to solve my problems. In addition to this, I would like to thank all my respondents, who has spent their valuable time with me and help me in getting the requested information for this project.

GURJIT SINGH

TABLE OF CONTENTS

TABLE OF CONTENTS
S.NO. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Contents Introduction COMPANY PROFILE Group vision, mission and values Organization Structure Management style Strategy Department and Products Objective Research methodology Analysis and Interpretation Findings Recommendations Limitations Bibliography Annexure

INTRODUCTION
A retailer or retail store is any business enterprise whose sales volume comes primarily from Retailing. Retail organizations exhibit great variety and new forms keep emerging. There are Store retailers, non store retailers, and retail organizations. Consumers today can shop for goods And services in a wide variety of stores. The bestknown type of retailer is the department store. Japanese department stores such as Takashimaya and Mitsukoshi attract millions of shoppers Each year. These stores feature art galleries, cooking classes, and childrens playgrounds. A retailer is at the end of the distributive channel. He provides goods and service to the Ultimate consumers. This he does through his small organization, with the help of a few Personnel. In an individual retail store there is not much scope for organization except in the Sense that the shopkeeper has to organize apportions his time and resources. The need for Organization becomes essential as soon as he hires people o enters into partnership or takes the Help of members of his family in running his store. A retailer deals in an assortment of goods to Cater to the needs of consumers. His objective is to make maximum profit out of his enterprise. With that end In view he has to pursue a policy to achieve his objective. This policy is called retailing Mix. A retailing mix is the package of goods and services that store offers to the customers for Sale. It is the combination of all efforts planned by the retailer and embodies the adjustment of The retail store to the market environment. Retailing mix, a communication mix and a Distribution mix. The maximum satisfaction to the customers is achieved by a proper Blend of all three. The success of the retail stores, therefore, depends on customers reaction to the retailing Mix which influences the profits of the store, its volume of turnover, its share of the market, its Image and status and finally its survival.

RETAIL
Retailing is the set of business activities that adds value to the products and services sold to the Consumer for their personal or family use. A "retailer" buys goods or products in large quantities from manufacturers or importers, either Directly or through a wholesaler, and then sells smaller quantities to the end-user. Retail Establishments are often called shops or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the process of retailing as a necessary part of their overall Distribution strategy. The term "retailer" is also applied where a service provider Services the needs of a large number of individuals, such as a public utility, like Electric power. .Retailing is an important institution in our society,

Retailing provides considerable value to consumers while giving people opportunities for Rewarding and challenging careers. Retail formats and companies are now major factors in the industry. The key to successful retailing is offering the right product, at the right price, in the right Place, at the right time, and making a profit. Retailers must understand what customers want and what competitors are offering now And in the future.

The World of Organized Retailing

Retailers are using sophisticated communications and information systems to manage .Their business. The use of new technologies helps retailers reduce their operations costs, While better serving their customers. To compete against non-store retailers, stores are now becoming more than just places to Buy products. They are offering entertaining and educational experiences for their Customers. In this dynamic environment, entrepreneurs are launching new companies and concepts And becoming industry leaders, while traditional firms have had to rethink their Business. Retail managers today must make complex decisions on selecting target markets and Retail locations, determining what merchandise and services to offer, negotiating with Supplier and distributing merchandise to stores, training and motivating sales associates, And deciding how to price, promote and present merchandise.

RETAIL MIX .
The retail mix is the combination of factors retail used to satisfied customer needs and influences Their purchase decision. Its include the type of merchandise and services offered, merchandise Pricing, advertising, promotional programs store design merchandise display, assistance to Customer provided by salespeople, and convenience of the stores location. Retail mix is the term used to describe the various elements and methods required To formulate and execute retail marketing strategy. Retail managers must determine the optimum mix of retailing activities and coordinate The elements of the mix. The aim of such coordination is for each store to have a distinct retail image in Consumers mind.

The mix may vary greatly according to the type of the retailer is in, and the type Of product/services. While many elements may make up a firms retail mix, the essential elements may include: Store location, Merchandise assortments Store ambience, Customer service, Price, Communication with customer Personal selling Store image Store design Sales incentives People Process Physical evidence

Composition of retail mix

Place

Product Price Promotion People Process Physical Environment

Key element
1)Place (store location)

2)Product (merchandise) Product development Product management Product features and Branding Packaging

Target market Channel structure Channel management Benefits Retailer image Retail logistics Retail distribution

3)Price

4)Promotion Developing promotional mix Advertising management Sales promotion Sales management Public relations Direct marketing

Costs Profitability Value for money Competitiveness Incentives Quality Status After-sales services

5)People element

6)Process element Order processing Database management Service delivery

Staff capability Efficiency Availability

Effectiveness Customer interaction Internal marketing

Queuing system Standardisation

Retail mix planning

Retail mix plan consists of: Setting objectives Systematic way of identifying a range of options. Formulation of plans for achieving goals Logical sequence of retailing activities.

Importance of Retail mix planning

Hostile and complex retail environment External and internal retail organisation factors interact Maximising revenue Maximising profit Maximising return on investment Minimising costs Each element has conflicting needs All these variables interact All these variables result in optimum compromise.

Approaches to planning
Top down approach Retail management sets goals and plans for all levels of management Bottom up approach Various units prepare own goals and plans sent up for approval.

It is the effective blending of all the elements of retail mix activities within the retail Organization that determines the success of retail management. Discuss this statement and Explain with retail examples how the elements of retail mix could be blended to ensure the Success of retail operation.

COMPANY PROFILE

Company profile
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stores across 61 cities in India and employs over 30,000 people. The companys leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, bazaar and Star . The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection selling home furniture products and E-Zone focused on catering to the Consumer electronics segment. Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the us-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail Congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. Pantaloon is not just an organization - it is an institution, a centre of learning & development. We believe that knowledge is the only weapon at our disposal and our quest for it is focused, systematic and unwavering. At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling on the road less traveled. Our corporate doctrine Rewrite Rules, Retain Values is derived from this spirit. Over the years, the company has accelerated growth through its ability to lead change. A number of its pioneering concepts have now emerged as industry standards. For instance, the company integrated backwards into garment manufacturing even as it expanded its retail presence at the front end, well before any other Indian retail company attempted this. It was the first to introduce the concept of the retail departmental store for the entire family through Pantaloons in 1997. The company was the first to launch a hypermarket in India with Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, Which was launched in July 2002 in Mumbai. Embracing our leadership value, the company launched all in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plus size men and women. Today we are the fastest growing retail company in India. The number of stores is going to increase many folds year on year along with the new formats coming up. The way we work is distinctly "Pantaloon". Our courage to dream and to turn our dreams into reality that change peoples lives, is our biggest advantage. Pantaloon is an invitation to join

a place where there are no boundaries to what you can achieve. It means never having to stop asking questions; it means never having to stop raising the bar. It is an opportunity to take risks, and it is this passion that makes our dreams a reality.Come enter a world where we promise you good days and bad days, but never a dull moment!

Future Group
Future Group is one of the countrys leading business groups present in retail, asset Management, consumer finance, insurance, retail media, retail spaces and logistics. The groups flagship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, ezone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future General India Indus League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future Capital Holdings, the groups financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels. The groups joint venture partners include Italian insurance major, General, French retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes. Future Groups vision is to, deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner. The group considers Indian-ness as a core value and its corporate credo is- Rewrite rules, Retain values.

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

Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards. At Pantaloon you will work with some of the brightest people from different spheres of industry. We believe its a place where you can live your dreams and pursue a career that reflects your skills and passions.

New discoveries in retail

In the financial year 2006-07, the companys retail businesses discovered new categories across formats, new sets of consumers and fresher and contemporary merchandise. We have been able to offer more in the established businesses and gain favourable acceptance with new concepts. In addition, concerted expansion plans saw retail space increase to over 5.2 million square feet at the end of 2006-07. This expansion mode was characterized by a twopronged approach. By dominating the cities the company was already present in and by bringing the benefits of modern. Retail to towns and cities like Mangalore, Palakkad, Surat, Indore, Kanpur, Haldia, Agra, Coimbatore, Jaipur and Panipat. The company has also undertaken significant private Label initiatives in food, in general merchandise and in the consumer durables and Electronics categories. Strategic alliances have also been forged with established domestic and international brands. However, the most significant development was the internal realignment the company undertook within each of its retail businesses. To embark on a more detailed approach towards value creation and increasing efficiency, the company reviewed its business operations and adopted a more focused approach by creating an integrated support unit or Line of Business. Augmenting the retail front-end team, Line of Business (lob) units have been created in the three most critical businesses food, fashion and general merchandise. Formed during the second half of 2006-07 these business units focus on introducing optimum operational efficiencies. Thus, these units ensure that back - end measures are appropriately taken care of And the right kind of merchandise reaches the stores in the best possible time, at the right price. These teams focus on product consolidation and suitability, margin improvement, and vendor rationalization, thereby ensuring that the sourcing benefits are made available to the front end team. The companys efforts over the next couple of years would entail a combination of expansion and process upgradation and implementation. The emphasis will be on the next discoveries to be made in the retail space that will lead to expansion. At the same time, there will be an increased focus on micro detailing aspects including process, product and operational efficiencies thereby contributing positively to the companys bottom-line.

Discovering fresh fashion

It was the first Pantaloons store in Kolkata that set off a chain of discoveries that have led us to where we are today. Ten years later, we have launched our largest Pantaloons store in Kankurgachi in Kolkata. Spread across 85,000 square feet, the store is the first among a series of large format stores that will be launched across the nation. After consolidating its Fresh Fashion positioning, Pantaloons embarked on a major expansion during the year 2006-07. In 8 cities,11 Pantaloons stores were opened with 7 of them opening in the single month of March 2007. The total count of Pantaloons stores as on 30th June 2007 stood at 31 with the total area under retail close to 1 million square feet. In order to maintain the top of the mind association with fashion in India, Pantaloons continued to be the title sponsor for the Femina Miss India 2007 pageant. In addition, Bipasha Basu and Zayed Khan were roped in as brand ambassadors in the month of August 2006. The success of this initiative was evident in the increased sales for the Haldi Gulal range as well as the Svayam Utsav summer collection that were endorsed by Bipasha and Zayed. The private label apparel share during the year was in excess of 70 percent. The year also witnessed categories like Winter-wear and Ethnic Ladies-wear strengthening their presence in the stores. The increasing success of the store brand is evident from the fact that the stores Loyalty programme, Green Card, added 200,000 new members. Pantaloons will see a significant expansion during the coming year with an increase of nearly 0.50 million square feet of retail space and an addition of about 15 stores. Pantaloons will look at Dominating cities where it has a first entrant advantage and will scale up sizeably with larger Stores, additional categories and retail formats. The year 2007-08 will witness considerable focus In the North and East regions. Delhi and the NCR area along with Punjab, Chandigarh and Ludhiana will see the next stage of expansion. Cities like Ranchi, Guwahati and Siliguri in the East will also discover Fresh Fashion.

Big bazaar

Discovering more value

In 2007-2008, more Indians discovered the value of shopping in Big Bazaar. And with the Launch of each store, we discovered more value in terms of operational efficiency. Big Baazaar Launched 27 new stores in 22 cities, covering over 1.40 million square feet. As of June 2007, There were 56 Big Bazaar stores across 43 cities. While Big Bazaar continued to expand in the Large cities, it also tapped consumption potential in smaller cities like Agra, Allahabad, Coimbatore, Surat, Panipat, Palakkad, Kanpur and olhapur. The year under review also witnessed realigning of business teams with shared Experience in category management, sourcing, front-end operations and business planning. In Addition, separate teams have been formed to look into all aspects of new store launches and to Manage mature stores. This provides more flexibility and focus in expansion plans. The increase in skus in existing categories and the introduction of new categories encouraged The opening of larger stores or Super Centres, measuring 100,000 square feet or more. There are Now 5 Big Bazaar Super Centres. Considering this scale of expansion, technology Plays a significant facilitating role. The introduction of SAP in 2005-06 and its roll Out during the year, positively impacted the business. Big Bazaar has initiated the process of Auto Replenishments Systems, thus improving Operational efficiencies and productivity. The company has also rationalized nearly 250 vendors Through better vendor management in terms of potential to expand, and for inclusion and Upgradation to the online B2B platform. The company plans to open over 60 stores across India In FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever expansion By a hypermarket format.

Food bazaar

Discovering the new consumer

Based on the companys in-house consumer data and research, and in cognizance with Observations on customer movements and the shopping convenience factor, Food

Bazaar has Initiated certain refurbishments and layout design across all stores. The intention is to Continuously change with the times and demands of the evolving Indian consumer. Food Bazaar also witnessed healthy expansion during the year 2006-07, making its presence felt In nearly 26 cities and adding 40 stores during the year under review. The total count of Food Bazaars as on 30th June 2007 stood at 86 stores. The year under review witnessed the companys Private label programme gaining significant traction. The brands have been very competitive vis- -vis the established brands in quality and price terms, and have in fact scored better than National or international players in certain categories. The share of private labels as a percentage of total Food Bazaar revenues has increased Significantly and comprise nearly 50 merchandise categories. While Fresh & Pure brand entered categories like cheese slices, frozen peas, honey, packaged Drinking water and packaged tea, the Tasty Treat brand received a very favorable response in New categories like namkeens and wafers. In the home care category, Caremate launched Aluminum foil and baby diapers while Cleanmate launched detergent bars and scrubbers. A new format BB Wholesale Club was launched and 4 such stores have been opened so Far. To be managed by Food Bazaar from the ensuing financial year, this format sells only multipacks And bulk packs of a select range of fast moving categories and caters to price sensitive Customers and smaller retailers. The company has also forged tie-ups with established companies like ITC, Adanis, DCM Group, USAID .

Future ideas

Discovering new opportunities

Future Ideas is the Innovation, Design & Incubation cell within Pantaloon Retail that stems from The core proposition - Protecting and preserving the soul of a small business or Enterprise within a large organisation. Future Ideas deals with the whole aspect of Idea creation, scenario planning activities, alternate approaches to an issue, providing Varied outcomes and solutions to a problem and handholding the activity till its success Parameters are satisfied. A unique initiative in corporate India, Future Ideas rests on a tripod that can Be classified as Innovation driven, Design Management approach and an Incubation chamber, Each with its own uniqueness, yet with common objectives. The Design Management team looks At each observation made by the Innovation team, and brainstorms by using a collaborative and Holistic approach. The resultant ideas are then nurtured within the Incubation cell. The Incubation team comprises of business teams, mentored by the Innovation and Design teams. They are people who are released from their original businesses or concepts and made part of

the Entire ideation process at Future Ideas. They remain at Future Ideas till project completion stage When the success parameters for running the business are met. Future Ideas draws inspiration for most of its activities and projects, keeping in mind the new Genre of aspirational Indians. At any point of time Future Ideas would work on about 20 varied Projects within the Future Group. Some of the formats that are now being incubated by this team include Top10, Depot, Star & Sitara and Talwalkars Fit & Active. The team is also working on ideas around small format nofrills Stores, rural retailing, fashion for the masses and on projects involving women and self-help Groups.

Discovering new segments

Depot, in many cities, is the first modern retailer in books and music and the Response has been overwhelming. The core differentiators of Depot are its young, colorful and Vibrant stores, strong regional range, affordability and a private label publishing program Depot Exclusives. In its first year of operation, Depot has launched 6 stand-alone stores and 50 cut-ins. Along with its expansion in major cities, Depot debuted in smaller towns like Rajkot, Vadodara, Haldia, Thrissur, Palakkad and Tiruvanantharam. The Depot Exclusives (released solely indepot) catalogue expanded rapidly with over 100 titles Across genres like childrens books, cookery, regional literature etc. Reputed authors/ imprints Like Nita Mehta and Sanjeev Kapoor in cookery, Disney in childrens books etc., have been Associated with the company. Depot has also tied-up with the UK based publisher of Childrens books, Small World, to co-publish a series of toddlers interactive books. In FY 2007- 08, the total Depot footprint should cross over 100 stores. The Health, Beauty & Wellness business opened 35 new outlets in the beauty products, services And holistic health care formats Multiple formats operate in this segment, including Tulsi, the Pharmacy chain and Star & Sitara, the beauty products cut-ins and Star & Sitara Salons. The Largest format, Beauty Free offers unique combination of products, services and holistic health Offerings. To capture the increasing consumption spend on wellness and preventive health care, the joint Venture between Pantaloon Retail (I) Limited and Talwalkar Better Value Fitness opened its first Talwalkars Fit & Active health centre at Orchid City Centre, Mumbai in April 2007. Spread Over 5,200 square feet, it is the countrys first health centre to offer health, fitness and gym Services within a modern retail and consumption environment. The venture is also looking at innovative value added offerings in the fitness space as well as Developing a Spa model for the Fit & Active brand across the country, by increasing its presence To nearly 50 such centers in the near future.

Human Resources
Discovering talent diversity
The company strongly believes that its sustainable competitive advantage lies in the values that it Cherishes, the culture that it imbibes and spirit of enterprise that resides within the Organization. Talent management therefore continues to be the core focus for the Company. Considering the Multiple businesses and rapid expansion expected across the business, the company saw merit in Taking a fresh guard to the way in which business would run in order to meet the next leg of Expansions. During the year 200607, the company conducted an extensive review of in-house talent Management, which involved mapping every managerial position in the organization for their Skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing Talent base and addressing their development needs. Development Centres were created with inhouse Assessors, which further aided in identifying potential resources and helped chalk out post Assessment development plans. Continuing with its policy of strategic alliances, the company is collaborating on joint degree Programs with 15 management schools, design institutes and institutes of higher learning in areas Like food business, supply chain management, design experience management etc. This Seekho Programme for external and internal candidates has ensured a steady stream of mid level, well Trained retail professionals every year. The companys Gurukool programme provides the front-end employees an opportunity to Imbibe the companys values and a sense of ownership to the company. The company has also Created an Employee Growth Trust Fund that was launched during the last financial year for the Senior management.

Equal Opportunity
The company believes that in order to build a sustainable business environment, the composition Of its talent base needs to reflect the diversity that exists in our country and among its customers. Therefore the company ensures that the proportional representation of different communities in The Indian population is mirrored in its employee profile. The majority of employees in the Company come from socially and economically marginalized sections of the society. Close to 46% of the employees in the organization are women and the average age within the Organization is 27 years. The effectiveness of its talent management initiatives is reflected in the fact that the annual rate Of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee Platform to about 30,000 people by FY 08, from nearly 18,000 people as on FY 07.

Human Resource Initiatives

Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be The people who are part of the organization. Being in service industry, the Company places a lot Of focus is placed on attracting, training, incentivising and retaining talent. The vision is "To Provide an environment that creates happy people who have a meaningful life and add value to Business and society." With over 18000 employees at an average age of 27 years, the Company Prides itself on being a young and energetic organization, driven through the 'The Pantaloon People Management System'. This is Built on 5 pillars of people based growth, namely - Culture Building, Performance Management Through Balanced Scorecard, People Processes, Management Processes and Leadership Brilliance. Training A competent Learning & Development Team is responsible for training Employees at all the levels across the countr y, focusing on primary and secondary research into Various aspects of retail and assessment of training needs across Knowledge, Skills & Attitude Areas. The emphasis is on creating product and process knowledge through well defined Programs like Praarambh and Parikrama. For the critical front line staff, the Company's Unique outbound residential training program Gurukool focuses on integrating the mind, body And soul and brings about measurable attitudinal and behavioral changes. The program has covered nearly 4,500 employees. The SMILE initiative for training of new Store Manager's has been created and disseminated to over 100 store managers by this team.

Future Group Manifesto

Future the word which signifies optimism, growth, achievement, strength, beauty, Rewards and perfection. Future encourages us to explore areas yet unexplored, write rules yet Unwritten; create new opportunities and new successes. To strive for a glorious future brings To us our strength, our ability to learn, unlearn and re-learn, our ability to evolve. We, in Future Group, will not wait for the Future to unfold itself but create future scenarios In the consumer space and facilitate consumption because consumption is development. Thereby, we will effect socio-economic development for our customers, employees, Shareholders, associates and partners.

Our customers will not just get what they need, but also get them where, how and when they Need We will not just post satisfactory results, we will write success stories. We will not just operate efficiently in the Indian economy, we will evolve it. We will not just spot trends, we will set trends by marrying our understanding of the Indian. Consumer to their needs of tomorrow. It is this understanding that has helped us succeed. And it is this that will help us succeed in The Future. We shall keep relearning. And in this process, do just one thing.

Group Vision Group Mission Values

Group Vision
Future Group shall deliver Everything, Everywhere, Every time For Every Indian Consumer in the most profitable manner.

Group Mission
We share the vision and belief that our customers and stakeholders shall be served only By creating and executing future scenarios in the consumption space leading to economic Development. We will be the trendsetters in evolving delivery formats, creating retail realty, making Consumption affordable for all customer segments for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We Shall ensure that our positive attitude, sincerity, humility and united determination shall Be the driving force to make us successful.

Core Values
Indianness: Confidence in ourselves. Leadership: To be a leader, both in thought and business. Respect & Humility: To respect every individual and be humble in our conduct. Introspection: Leading to purposeful thinking. Openness: To be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: To build long term relationships. Simplicity & Positivity: Simplicity and positivity in our thought, business and action. Adaptability: To be flexible and adaptable, to meet challenges. Flow: To respect and understand the universal laws of nature.

ORAGANATION STRUTURE

ORAGANATION STRUTURE
SALES PERSONS Or PROMOTERS

MANAGEMENT STYLE
The organization structure for Big bazaar is flat in nature. For Big bazaar, the divisions are Apparel, non apparel and the new business division, which includes gold, footwear and the shopping- Shops. For Food Bazaar, a separate teem has been created which again works independently. About 1,800 people work for Big bazaar directly. Support and ancillary services comprise Another 400 people. A new trainee is put through a basic three day training program before going On the shop floor. Evaluation is done every six months.

THE STRATEGY
Saving is key to the Indian middle class consumer. The store, which would be created, had to Offer value to the consumer. Keeping this in mind, the concept of Big bazaar was created. In India, when a customer needs some thing for the home, a typical thought is to seek it from the Bazaar. A bazaar is a place where a complete range of products is always available to the Consumer. This is true across India. As the store would offer a large mix of products at a Discounted price, the name Big bazaar was finalized. The idea was to re-create a complete Bazaar, with a large product offering (at times modified to suit local needs) and to offer a good Depth and width in terms of range. The mind to market for the first store was just six months. Price was the basic value proposition at Big bazaar. The Big bazaar outlets sold a variety of Products at prices, which were 5 to 60 percent lower than the market price. The line Isse sasta aur achha kahin nahin emphaised this.

Department and Products

LINE OF BUSINESS
Line of Business BB-Fashion Sub Department BF-Childrens BF-Kids Acc BF-Ladies BF-Ladies Acc BF-Mens BB-GM-Fashion BF-Mens Acc Fashion Accessories Footwear GF-Luggage GF-New Business GF-Sport Goods GF-Toys BB-GM-Home ware GH-Home dcor GH-Household crockery GH-householdplastic GH-Household outensil Beauty & health One Mobile(communication SS-personalgrooming CM-Accessories CM-Carriers CM-Hardware CC-nonprescription CC-Prescription DP-Book DP-Multimedia DP-Stationery EE-Cd&e Accessories EE-Computer &Acces EE-Consumer Durable EE-Electronics EE-Personal Electro Under the Brand BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR ONE MOBILE ONE MOBILE ONE MOBILE SIS SIS DEPOT DEPOT DEPOT HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR

Cure &care Depot

Electronics

Food Bazaar

FB-Chef Zone FB-Chill Station FB-Fabricleen FB-Fruits & Vegetable FB-Golden Harvest FB-Head to toe FB-Hungry kya

FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR SIS FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR FOOD BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR HOME BAZAAR BIG BAZAAR BIG BAZAAR BIG BAZAAR Navras SIS

Furniture Home Fashion Home Improvement

Lootmart

FB-Spic N Span FR-Furniture Home Fashion HI-Carpentry HI-Electricals HI-Improvement Ladies Mens Mens Accessories NR-Precious Jeweelle BB SIS Fashion Accessories

Navras SIS

OBJECTIVE

OBJECTIVE
PRIMARY OBJECTIVE :
To study the effectiveness of retailing mix in the store.

SECONDARY OBJECTIVE S :
1. To identify the performance of store operations. 2. To understand the quality of services maintained in the store. 3. To determine the performance of sales persons in the store. 4. To understand the availability of products in the store. 5. To identify the effectiveness of atmospherics in the store.

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
INTRODUCTION :
The first and foremost step in the research process consists of problem identification. One the problem is defined, the next is the research design becomes easier. The research design is the basic framework, which provides guideline for the rest of the research process. The research design specifies the methods of data collection and analysis. The methodology of the study is classified into the following steps. I. Collection of primary data II. Collection of secondary data III. Sampling Procedure

I. Collection of Primary Data:

Communication and observation are the two basic means used for collecting primary data. Communication involves questioning the respondents to secure the desired information by using data collection instrument called Questionnaire. The questionnaire used in my study is consisting of closed-end questions and one open ended question.

Closed-end questions:
Fixed alternative questions are used in the questionnaire. This consists of, A. Dichotomous Questions: The respondent is given a choice between only two alternatives. B. Multiple-choice Questions: The respondents are given a set of alternatives to answer. Open-ended question: The customers are asked to give suggestions to improve the service of Big bazzar in the form of open-ended question at the end of the questionnaire.

II. Collection of Secondary Data:

Internal and external secondary data is collected for the purpose of study. Internal secondary data is collected within the company. This data includes company records, previous research reports and other relevant

information. External secondary data is generated from outside. This data includes publications, government records and Internet etc.,

Type of research
Descriptive

Type of data
Primary data

Data collection method

Data is collected through structured Questionnaire.

Samplisng
Convenient sampling

Sample size
100

Data analysis technique

Quantitative

Data analysis tool

Pie charts.

ANALYSIS AND INTERPRETATION

ANALYSIS AND INTERPRETATION

Q1. In a month how many times you visit big bazaar? A) Once B) Twice C) Thrice D) More than thrice E) As per requirement 7 23 8 25 37

times you visit big bazaar

Once Twice Thrice More than thrice As per requirement

INTERPRETATION:
Out of 100 respondent, 37% people visit the store when they have some requirement and 25% Are visited more than thrice, 23% visited two times in month and 7% & 8% people visited one And three times in a month respectively. Most of them regularly visit big bazaar. Maximum number of people visited store frequently.

Q2. Your shopping experience in big bazaar is always! A) outstanding B) Excellent C) Good D) Average E) Bad 1 21 43 32 3

shopping experience

outstanding excellent good average bad

INTERPRETATION:
Out of 100 respondent, 43% people has good shopping experience in big bazaar,32% has Average and 21% people has excellent. But 1% has outstanding shopping experience and 3% has Bad shopping experience.

Maximum numbers of people has a better experience of shopping in big Bazaar.

Q3. Brands and products availability in big bazaar is ! A) outstanding B) Excellent C) Good D) Average E) Bad 3 28 44 22 3

brands and Products awailability

outstanding excellent good average bad

INTERPRETATION:
Out of 100 respondents, Over all 31% customer are satisfied by the availability of brand and Products in big bazaar,66% customer product availability is average rest said it is bad. Some people think there is no good brands and products availability in big bazaar. Especially in Apparels.

Q4. Ambience & atmosphere inside the store is ! A) outstanding B) Excellent C) Good D) Average E) Bad

5 27 41 21 6

ambition and atmosphere

outstanding Excellent Good Average Bad

INTERPRETATION:
Out of 100 respondents, Ambience & atmosphere inside the store is good feel by 41% customers, 27% feel it is excellent and only 3% feel outstanding. But 27% customers are not satisfied by the Ambience & atmosphere inside the store of big bazaar. Due to much noisy and unpleasant environment some of the customer irritates. Atmosphere is really good.

Q5. Discounts and offers served in big bazaar is ! A) outstanding B) C) D) E) Excellent Good Average Bad

7 32 36 23 2

Discount and Offers

outstanding Excellent Good Average Bad

INTERPRETATION:
Out of 100 respondents, Discounts and offers served in big bazaar is good said by 36% Customers, 32% feel it is excellent and only 7% feel outstanding. But 25% customers are not Satisfied by Discounts and offers served in the big bazaar. . Maximum Customers are satisfied by Discounts and offers Served in the big bazaar. . Discounts and offers served in the big bazaar are Excellent.(Especially in Big day)

Q6. Home delivery services of big bazaar is ! A) outstanding B) Excellent C) Good D) Average E) Bad

7 19 38 28 8

services delivery

outstanding Excellent Good Average Bad

INTERPRETATION:
Out of 100 respondents, Maximum number of respondent i.e. 64% is satisfied by Home delivery Services of big bazaar rest 36% is not satisfied. Some customer never used this facility.

Q7. Location 0f big bazaar in your city is ! A) outstanding B) Excellent C) Good D) Average E) Bad 29 32 22 13 4

Location

outstanding Excellent Good Average Bad

INTERPRETATION:
Out of 100 respondents, 61% is highly satisfied with location of big bazaar in city, 22% is Satisfied and only 17% is not satisfied. Location of big bazaar is outstanding. It is situated central business district (CBD).

Q8. Product display and signage in the store is ! A) outstanding B) Excellent C) Good D) Average E) Bad

8 36 40 14 2

Product display and signage

outstanding Excellent Good Average Bad

INTERPRETATION:
Product display and signage in the store is highly satisfactory according to 44% of the Respondent, satisfactory according 40% of the respondent rest 16% are not satisfied with it. Customers are satisfied with Product display and signage in the store.

Q9. In offer days the shopping experience in the store is! A) outstanding B) Excellent C) Good D) Average E) Bad

3 29 39 25 4

shopping experience

outstanding Excellent Good Average Bad

INTERPRETATION:
Out of 100 respondent, 39% people has good shopping experience in big bazaar, 25% has Average and 29% people has excellent. But 3% has outstanding shopping experience and 4% has Bad shopping experience.

Maximum numbers of people has a better experience of shopping in offer Days.

Some customer do not enter in store due to heavy rush.

Q10. How do you feel about sales persons and promoters? A) B) C) D) E) Outstanding Excellent Good Average Bad 4 21 49 23 3

feel about sales persons and promoters

Outstanding Excellent Good Average Bad

INTERPRETATION:
74% of the respondents are satisfied by the sales persons and promoters in the store rest 26% Respondents are not satisfied by the sales persons and promoters in the store. Sales persons and promoters behave well with customer.

Q11.The parking facility in bag bazaar is! A) outstanding B) Excellent C) Good D) Average E) Bad

17 29 32 17 5

parking facility

outstanding Excellent Good Average Bad

INTERPRETATION:
78% of the respondents are satisfied by the parking facility in bag bazaar, rest 22% respondents Are not satisfied by the parking facility in bag bazaar. Maximum customer satisfied with the parking facility in bag bazaar.

Q12. The quality of the product served by big bazaar is! A) outstanding B) Excellent C) Good D) Average E) Bad

3 19 47 26 5

quality of the product

outstanding Excellent Good Average Bad

INTERPRETATION:
21% of the respondents are highly satisfied with the quality of the products at big bazaar, rest 74% are said the quality of the products in big bazaar is averaged, only 5% said its not good. Maximum number of people is not satisfied with quality of the product.

Q13. The cleanliness and hygiene maintained in the store is ! A) outstanding B) Excellent C) Good D) Average E) Bad 13 41 28 13 5

The cleanliness and hygiene maintained in the store

outstanding Excellent Good Average Bad

INTERPRETATION:
According to maximum number of respondent i.e. 82% feels that cleanliness and hygiene Maintained in the store is up to the mark rest 18% feel it is not up to the mark.

Cleanliness and hygiene maintained in the store is up to the mark.

Q14. Are you satisfied with the billing facility at the store? A) YES B) NO

72 28

satisfied with the billing facility

YES NO

INTERPRETATION:
72% of the respondents are satisfied by the billing facility in the store, rest 28 % are not satisfied. Some customer are not satisfied by billing facility (Especially in offer day and rush hours ).

Q15. Is it easy to move with the trolley in the store? A) YES B) NO

74 26

Is it easy to move with the trolley in the store?

YES NO

INTERPRETATION:
According to 74% of the respondents it is easy to move in the store with trolley only 26% said it Is not. The space management in the store is up to mark.

Q16. Do you feel that shopping in big bazaar has made you a More knowledgeable conscious and aware customer? A) YES B) NO

63 37

Do you feel that shopping in big bazaar has made you a more knowldgeable

YES NO

INTERPRETATION:
According to 63% of the respondents they feel that shopping in big bazaar has made more Knowledgeable conscious and aware customer, and 37% they are already knowledgeable Conscious and aware customer. Big bazaar has made customer a more knowledgeable conscious and aware customer

Q17.Do you feel that big bazaar provide you value for money? A) YES 85 B) NO 15

value for money

YES NO

INTERPRETATION:
Out of 100 respondent, 85% of the respondents feel that big bazaar provide you value for money,15% feel not.

discovering more value

The above statement is true spotted by the above data.

FINDINGS

FINDINGS
Store is performing well in attracting the customers. Big bazaar provides better shopping experience. Brands and products availability in big bazaar is not up to the mark. Noisy and unpleasant environment irritates customer. Air conditioning is really good. In offer days the store management is good. Home delivery services are not used by customer. Product display and signage is good. Quality in products is not up to the mark. Location of big bazaar is outstanding. It is situated central business district Parking facility in big bazaar is good. Cleanliness and hygiene maintained in the store is up to the mark

RECOMMENDATIONS

RECOMMENDATIONS
Create awareness & manage home delivery services properly. There should be proper assortment of various product categories. Proper signage should be there so that customer can locate the products easily. Cleanliness and hygiene should be maintained regularly. Proper training should be provided to sales person so that they can deal with the customer Efficiently. Various schemes and offers can be provided to them and attract new customers (Use pull Strategy). No. Of cash counter needs to be increased keeping in view customer traffic intensity. Quality in products should be increased up to mark.

LIMITATION

Limitations of the study

1. 2. 3. 4. Time limit is the major constraint. Some respondents refuse to co-operate. Some respondents replied half heartedly. Some respondents gave incomplete information.

BIBLIOGRAPHY

BIBLIOGRAPHY
BOOK REFERRED: Research methodology (C.R. Kothari) Retailing Management (Levy & weitz) WEB SITES: Www.pantaloon.com

ANNEXURE

QUESTIONNAIRE
PERSONAL INFORMATION Dear sir/ Madam, I am Gurjit Singh conducting a Survey on Effectiveness of retailing mix in Big Bazaar This survey is a part of my partial fulfillment of BBA course. Please provide relevant Information by filling this questionnaire to make my survey more comprehensive. All details from your part Will be kept confidential.

Name:- .. Sex:a) Male b) Female Contact no.:-

Q1. In a month how many times you visit big bazaar ? A) Ones D) more than b) twice c) Thrice e) As per requirement

Q2. Your shopping experience in big bazaar is always! A) Outstanding b) Excellent c) Good D) Average e) Bad Q3. Brands and products availability in big bazaar is ! A) Outstanding b) Excellent c)Good D) Average e) Bad

Q4. Ambience & atmosphere inside the store is ! A) Outstanding b) Excellent c)Good D) Average e) Bad Q5. Discounts and offers served in big bazaar is ! A) Outstanding b) Excellent c)Good D) Average e) Bad Q6. Home delivery services of big bazaar is ! A) Outstanding b) Excellent D) Average e) Bad

c)Good

Q7. Location 0f big bazaar in your city is ! A) Outstanding b) Excellent D) Average e) Bad Q8. Product display and signage in the store is ! A) Outstanding b) Excellent D) Average e) Bad

c)Good

c)Good

Q9. In offer days the shopping experience in the store is! A) Outstanding b) Excellent c)Good D) Average e) Bad Q11. How do you feel about sales persons and promoters ? A) Outstanding b) Excellent c)Good D) Average e) Bad Q13.The parking facility in bag bazaar is! A) Outstanding b) Excellent D) Average e) Bad

c)Good

Q14. The quality of the product served by big bazaar is ! A) Outstanding b) Excellent c)Good D) Average e) Bad Q15. The cleanliness and hygiene maintained in the store is ! A) Outstanding b) Excellent c)Good D) Average e) Bad Q12. Are you satisfied with the billing facility at the store ? A) Yes b) No Q10. Is it easy to move with the trolley in the store? A) Yes b) No Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable conscious and aware customer? A) Yes b) no Q17.Do you feel that bag bazaar provide you value for money?

A)yes

b)No

(Signature)

Thanking you for filling up this questionnaire

Location
Location: G.T.Road The Souk Mall, Village Qadian, Near Hotel Amaltas, G.T Road, Ludhiana, Punjab 141005 Contact: (91)161-3001100