IN THE NAME OF ALLAH THE MOST MERCIFUL THE MOST BENEFICIENT

Today’s business dynamics is very fast, environment is changing. To understand the changing market behaviour the organization has to do a systematic study. A project behaviour is a scientific and systematic study intended to catch the nerves of the problem or issue with the application of management concept and skills. I was assigned to do a competitive market analysis on retail outlets offering consumer electronics. This report has been complied preliminary in partial fulfillment of the requirement for the award of the degree of management studies programme. I have included a brief introduction about consumer electronics in India and my findings.

HASSAN AL BANNA PGPRM 2008-10 COMPETITIVE ANALYSIS ON CONSUMER ELECTRONICS

CONTENT ELECTRONICS IN INDIA………………………………………………….. KEY PLAYERS IN CONSUMER DURABLES SEGMENT………………. CONSUMER ELECTRONIKS INDUSTRY – A CHALLENGE…………... ABOUT BIG BAZAAR…………………………………………………… 7P ANALYSIS OF BIG BAZAAR………………………………………… BRAND EXTENSION AND FUTURE POSSIBILITIES…………………. CONSUMER INSIGHT AND PERCEPTION……………………………... ADVERTISING CONCEPT……………………………………………….. FACTORS THAT SHAPED BIG BAZAAR DURING ITS LIFE CYCLE.. STRATEGIC DECISION TAKEN………………………………………… SWOT OF BIG BAZAAR…………………………………………………. COMPETITIVE STUDY OF THE COMPANIES BIG BAZAAR……………………………………………………………… SPENCER…………………………………………………………………… KHOSLA ELECTRONICS…………………………………………………. GREAT EASTERN…………………………………………………………. E-ZONE……………………………………………………………………... SALES EMPORIUM ………………………………………………………. CAPITAL ELECTRONICS…………………………………………............ HARMONY………………………………………………………………….. FUNDAMENTAL…………………………………………………………… LG SHOPPE…………………………………………………………………. SAMSUNG…………………………………………………………………… SONY WORLD……………………………………………………................. COMPETITIVE ANALYSIS TABLE……………………………………… POSITIVE ASPECTS ………………………………………………………. NEGATIVE ASPECTS……………………………………………………… ELECTRONICS IN INDIA

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Electronics companies in India offer consumer electronics ranging from kitchen appliances to daily utility systems. As the lives of people are gaining speed everything from kitchen to offices have been mechanized to make the work easier and quicker. Daily chores that used to take up hours have now reduced down to just a few minutes of exercise. We can find a large variety of electronic gadgets catering to every demand of our day-to-day life. The electronic shops present kitchen appliances like
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Refrigerators Microwave ovens Oven/toaster/grillers Food processors Juicer/ mixer/grinders Electric chimneys etc In varying sizes, prices and brands. To buy Electronic products and accessories In India, all one needs to do is visit any of the electronic shops or electronics showrooms and check out the entire range available. Electronic gadgets from China are gaining popularity for their affordable price range.

Majority of these companies have their own retail electronics showrooms all over India along with service centers in every city. The electric products for sale are broadly divided into four categories:
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Mobile Phones - GSM, CDMA TV, Video, Audio - Televisions, DVD Player, I pods, Camcorders, Audio systems, Home Theatre systems, Mp3 Players, Mp4 Players, Digital Still Cameras. Information Technology Products - Computers, Laptops, Monitors, Hard Disk Drives, CD/ DVD ROM, CD/DVD Writer, Laser printers and laser based multi functional products, Fax etc.

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Home Appliances - Microwave oven, Air-conditioner, washing machine, refrigerator etc.

Each of these electronic products have their own usage and importance in our lives. Mobile Phones have become a part of our daily wardrobe. Televisions and Audio Systems; Food Processors and Refrigerators; Washing Machines and even Computers have become some of the mandatory items in our lives. DVD Players, Mp3 and Mp4 Players have become toys for teenagers and the still older people have Laptops, I-Pods, Digital Cameras, Camcorders and Home Theatre Systems as their toys. As the population density in the metros is increasing the buildings are clustering together which is eating up the space required for everything. The demand for lighter and more compact electronic gadgets is on a high. Electronics that require minimum space with minimum power utilization and maximum output are high on the priority levels of the buyers. We can find top companies like LG, Samsung, Philips, Panasonic, BPL, Sony etc. offering electronic appliances to suit all pocket and usage needs. The Indian consumer is now aware of the international standards and the Latest electronic items available in the market. Imported electronic goods are breaching the Indian electronics market that has shown a huge appetite to all the imported appliances. China takes the flagship in this case. The middle class accounting to the mass of the Indian population swears by Chinese electronic goods that are far more affordable than their Indian or other international counterparts. Many electronic products manufactured In China are imported and assembled in the local markets. India is one of the largest electronic products markets in Asia with all the latest and quality electronics for sale. Indian electronic companies like BPL; Godrej etc. have shown great potential in the international market and have been expanding their reign across the globe. The consumers chose smartly the electronics satisfying their requirements and providing best value for money.

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KEY PLAYERS IN CONSUMER DURABLES SEGMENT :-

COMPANIES Videocon Industries

PRODUCTS Refrigerator, Washing machine ,Television, Air conditioner, Oven.

Godrej

Refrigerator, Washing machine, Air conditioner, Oven

Whirlpool India

Refrigerator, Washing machine, Air conditioner, Oven

Voltas

Refrigerator, Air conditioner.

Panasonic

Television, DVD players, Air conditioner, Refrigerator.

Sony

Television, Music system/DVD players.

Samsung

Television, DVD players, , Air conditioner, Refrigerator, Washing machine, Oven. Television, DVD players, Refrigerator, Washing machine, Air conditioner , Oven.

LG

Electrolux

Refrigerator, Vacuum cleaner, Washing machine, Air conditioner, Oven.

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Bajaj electronics

Geysers, Toaster, Juicer/mixer, Electric fan.

Eureka forbes

Vacuum cleaner, Water purifier.

Philips

Television, Oven, DVD players, Juice/mixer, Iron.

Onida

Television, Oven, Air conditioner, DVD players.

Hitachi

Refrigerator, Washing machine, Air conditioner.

Haier

Refrigerator, Washing machine, Television, Music system.

Others

Sharp- Television, Refrigerator. Blue Star – Air conditioner. IFB- Washing machine, Oven. Morphy- Oven, Toaster, Iron. Sanyo- Television, Refrigerator, Washing machine. Kenstar- Water purifier, Juicier/mixer, Oven. Usha- Fans, Juicer/mixer. Glen- Chimney.

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CONSUMER ELECTRONICS INDUSTRY – A CHALLENGE Driven by factors including a rise in disposable income among the rapidly growing middle class and increasing acceptance of newer technologies and products among the masses, the Indian consumer-electronics industry reached $3.4 billion in 2005, up 14 percent from $3 billion in 2004, according to iSuppli Corp. iSuppli projects that the Indian consumer-electronics industry will expand at a Compound Annual Growth Rate (CAGR) of 11 percent through 2010, when it will exceed $5.8 billion. Figure 4 presents iSuppli's forecast of India's domestic consumer-electronics industry. Figure 4: India Consumer Electronics Industry Forecast (Revenue in Millions of U.S. Dollars)

Source : iSuppli Corp. | Jan 2009 Video boom "An estimated 90 percent of India's consumer-electronics market is being driven by demand for video products, including color TVs, set-top boxes and DVD players," said Jagdish Rebello, principal analyst with iSuppli.

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"iSuppli expects this robust growth to continue through the next few years. The Indian economy is expanding strongly, with GDP growth projected at a healthy rate of between 7 and 8 percent annually. This economic growth is causing a rise in disposable incomes, especially among the middle class." Giving credit The credit culture also is starting to gain traction among India's middle class, Rebello noted. Higher consumer confidence is leading to greater credit uptake, which now is at its highest level in history, resulting in increased sales of consumer electronics products. Manufacturers are taking advantage of the increased propensity for credit buying by teaming with financial institutions to offer attractive loans to consumers. Manufacturing momentum Domestic manufacturing of electronics within India also is gaining momentum. In product categories like televisions, DVD players and set-top boxes, there have been tremendous increases in the proportion of products that are locally manufactured and/or assembled. Domestic manufacturing is allowing companies to tackle price erosion, and to gain flexibility in order to cater to local demand as well as to the export market. However, iSuppli believes that manufacturing in India of digital consumer products, such as Digital TVs (DTVs), will not increase significantly in the immediate future. India now lacks the infrastructure for sophisticated electronics manufacturing. Consumer challenges Despite the growth projected for the consumer-electronics industry in India, significant challenges remain for companies targeting the nation's market. New players are entering the market and existing OEMs and Electronics Manufacturing Services (EMS) providers are increasing their manufacturing capacity. This is spurring a glut in supply which, together with aggressive price wars, is adversely affecting the margins and profitability of companies.

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Furthermore, although the industry has been experiencing healthy growth over the past few years, the penetration of consumer electronics products has been low, especially in rural India. In order to tap the rural markets, which are growing at a good pace, companies will need to strengthen their distribution networks in semi-urban and pastoral areas. These channel expansions will be expensive and the Return On Investment (ROI) will be lower, especially at the start. This will be a significant challenge for players to judiciously plan their expansions to increase their sales. Finally, new product launches tend not to catch on quickly among a large portion of the population in India. This is because of a lack of awareness about products or technologies, although a consumer base exists for them. Companies will need to develop ways to popularize these products. Given the Indian consumers' aversion to new products, this aspect becomes important. Higher uptake of newer technologies will help companies to improve their top line. Despite these challenges, India remains an attractive market for multinational players in the consumer-electronics industry. Consumer Durables: Industry size, growth and trends During FY08, volume share of the single largest consumer durable was colour TVs at 30%, followed by refrigerators and air conditioners at 18% and 13% respectively. Washing machines and other assorted consumer durables captured a share in the total volume by 5% and 34% respectively.

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Source : supply Corp. | Jan 2008 Television Sets: Growth in sales FY08 witnessed the highest number of TV sets being sold when compared to the previous two corresponding years. As per CMIE, growth in sale of TV sets was slower at 14.3% during FY08 when compared to a 21% growth in the previous year. On the demand side, domestic consumption of refrigerators declined by almost 4% between FY05 and FY08, while imports climbed. The imposition of anti-dumping duties on import of colour picture tubes will hit the manufacturing costs of CTVs produced in India. Further, the reduction in the general rate of excise duty (CENVAT) from 16% to 14% as proposed in the Union Budget for FY09 will not have any effect on the selling price of colour TVs. This is because the combined effect of rising input costs and a higher interest burden will negate the effect of such reduction. Sales of Consumer Electronics Companies The consumer electronic goods industry underwent a slowdown during the last quarter of FY08. According to CMIE, the industry witnessed a slower 10.5% growth in the Mar 08

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quarter compared to a substantial 17.4% growth in the previous corresponding quarter. Domestic consumer electronic companies together reported a subdued sales growth of almost 17% in FY07, on the back of a robust 40.5% growth in FY06.

Source : supply Corp. | Jan 2007 While the larger companies reported robust growth in sales, it was the smaller ones whose sales were negatively affected that eventually brought down the industry sales growth. Industrial Growth The industrial sector grew in moderation during FY08 at 8.5% on the back of a comparatively higher growth of 11.5% during the previous fiscal. The country’s real GDP grew by 9% during FY08; a tad lower than 9.6% in the previous fiscal.

Source : supply Corp. | Jan 2008 11

The consumer durables segment witnessed a fall in production particularly for items where consumer preferences have shifted towards newer products. Shifting in the consumption pattern coupled with rising input costs of steel, iron ore etc, may further affect the production levels of these goods. On the supply side newer variants of consumer durables on the back of technological advancements have flooded the market, whereas on the demand side it is the prospering middle class and consumerism which have led to changing demand patterns. Foreign Direct Investment

Source : supply Corp. | Jan 2008 The net Foreign Direct Investment (FDI) inflows to India increased from US $ 22 bn in FY07 to US $ 32.3 bn in the following fiscal. During 2007 and 2008, the share of FDI in the electronic goods segment remained flat at 0.2%, coming on the back of a 1.5% share in CY06.

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ABOUT BIG BAZAAR Big Bazaar is Indian personification of retail. It’s like an Indian bazaar or Mandy or meal, the environment created by traders to give shoppers a sense of moment. Its personality is of being an entity away from fancy or pretty and being authentically "nofrills". Inshore Binyamin never hired any foreign consultant for Big Bazaar which is evident from Indian-specific personality of the brand. The brand’s personality is selfexplanatory by its tag-line only. This statement places Big Bazaar at the top of customer’s mind. It reflects that entrepreneurship and simplicity are the essence of character of Big Bazaar. To use predatory pricing is not in the personality of Big Bazaar, they never sell goods below the price they have purchased it. Big Bazaar, the "Indian Wal-Mart", is the modern Indian family's favorite store. Big Bazaar symbolizes modern retail, the business which isn’t looked up to in our country, is now in the eyes of many multi-national biggies. Big Bazaar has shown a robust growth in recent years.

Source :- economic times 2008 Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, you will definitely get the best products at the best prices - that’s what we guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping experience. 13

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7P Analysis of Big Bazaar 7P Marketing Mix is more useful for services industries and knowledge intensive industries. Successful marketing depends on number of key issues. The seven keys issues are explained as: Product Big Bazaar offers a wide range of products which range from apparels, food, farm products, furniture, child care, toys, etc. Products of all the major brands are available at Big Bazaar . Also, there are many in house brands promoted by Big Bazaar. Big Bazaar sold over 300,000 pairs of jeans, 50,000 DVD-players and 25,000 microwave-ovens. In all, the fashion, electronics and travel segments made up about 70% of sales. Last year, these categories made up only about 60%. Price The tag-line is "Is se siesta aura ache aura chain nail". They work on the model of economics of scale. There pricing objective is to get "Maximum Market Share". The various techniques used at Big Bazaar are: • Value Pricing (EDLP - Every Day Low Pricing): Big Bazaar promises consumers the lowest available price without coupon clipping, waiting for discount promotions, or comparison shopping. • Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of psychological discounting (Rest. 99, Rest. 49, etc.) is used as promotional tool. Big Bazaar also caters on Special Event Pricing (Close to Dial, Guido Padua, and Durra Poona). • Differentiated Pricing: Time pricing, i.e., difference in rate based on peak and non-peak hours or days of shopping is also a pricing technique used in Indian retail, which is aggressively used by Big Bazaar. • Bundling: Selling combo-packs and offering discount to customers. The combopacks add value to customer.

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Place Big Bazaar stores are located in 50 cities with 75 outlets. Big Bazaar has presence in almost all the major Indian cities. They are aggressive on their expansion plans. Promotion Big Bazaar started many new and innovative cross-sell and up-sell strategies in Indian retail market. The various promotion techniques used at Big Bazaar include "saal ke sabse saste teen din", Future Card (the card offers 3% discount), Shakti Card, Brand Endorsement by M. S. Dhoni, Exchange Offer - ‘Junk Swap Offer’, Point-ofPurchase Promotions. Advertising has played a crucial role in building of the brand. Big Bazaar advertisements are seen in print media, TV, Radio (FM) and road-side bill-boards. People They are one of the key assets for any organization. The salient features of staff of Big Bazaar are: Well-trained staff, the staff employed by Big-Bazaar are well-suited for modern retail. Well-dressed staff improves the overall appearance of store. Employees are motivated to think out-of-the-box. Retail sector is in growth stage, so staff is empowered to take innovative steps. Employs close to 10,000 people and recruits nearly 500 people every month. Use of technology like scenario planning for decision making. Multiple counters for payment, staff at store to keep baggage and security guards at every gate, makes for a customer-friendly atmosphere.

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Process The goods' dispatch and purchasing area has certain salient features which include: • • • Multiple counters with trolleys to carry the items purchased. Proper display / posters of the place like (Television, Oven, etc.). Home delivery counters also started at many places.

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

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Brand extensions and Future possibilities Future Group is planning to split Big Bazaar into two entities. One will be front-end consumer-oriented entity and other will be for back-end operations. Back-end entity may enter into joint venture with leading international cash and carry retailers. Foreign partners like Carrefour, Metro, Costco, etc., are in the race, and their role will be to improve efficiency in sourcing and logistics, which will help drive down prices and boost margins.

Source :- Buyer Behavior: buyerbehaviour.blogspot.com The front-end operations will be further divided in three categories, Big Bazaar Express with store area less than 40,000 sq. ft., Standard Big Bazaar with store area between 40,000 to 75,000 sq. ft., and Big Bazaar Supercentres with store area more than 75,000 sq. ft.. Future Group is also planning to distribute financial products like consumer loans and insurance through Big Bazaar outlets.

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Consumer insights and perceptions Big Bazaar is based on 3-C theory of Inshore Binyamin. The 3-C symbolize Change, Confidence and Consumption, and according to this theory, "Change and confidence is leading to rise in Consumption". They divided Indian customers in three categories: India One Consuming class, constitutes only 14% of Indian population. They are upper middle class and most of customers have substantial disposable income. India Two Serving class which includes people like drivers, house-hold helps, office peons, washermen, etc. For every India One, there are at least India Two and have around 55% of Indian population. India Three Struggling class, remaining population of India. Cannot afford to inspire for better living, have hand-to-mouth existence. Needs cannot be addressed by current business models. The potential customers of Big Bazaar are India One and India Two. The customer insights were developed by close observation of the target set. The insights that came out were: • The clean and shiny environment of modern retail stores creates the perception that such store are too expensive and exclusive, and are not meant for India Two.

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India Two finds moves and find a lot of comfort in crowds, they are not individualistic. They prefer to be in queues. Indian-ness is not about swadeshi, it’s about believing in Indian ways of doing things. Indian customers prefer to purchase grains, grams, etc., after touching them, so it’s better not to sell in polythene packs. Big Bazaar has counters where you can touch wheat, rice, sugar, etc., before purchasing.

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Advertisements about schemes and offers through local newspapers, radio in local languages, inspires customer more than the traditional ways. The guards, salesman at the Big Bazaar outlets should not look smarter than customer, so they prefer not to have tie, etc., in their uniform. Hypermarkets in India should be situated in city unlike western countries where they are located away from city. Purchased bags / goods should be sealed at check-out as customer can enter and exit multiple times. For Indians, shopping is an entertainment; they come in groups, with families so Big Bazaar should offer something for every section of family. That also led separate section for clothes, vegetables, food, etc., that is multiple clusters within a bazaar.

Developed a diversity tracing cell to cater local patterns, demands, festivals, as every region of customers has unique demands.

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Advertising concept Advertising is an essential component of brand building. The advertisement and brand building is done through various ways, the techniques used are: Tag-line: Big Bazaar tag-lines are the key components of advertising. These tag-lines are modified according to demographic profile of customers. These catch-phrases appeared on hoardings and newspapers in every city where Big Bazaar was launched. Everybody understood and connected easily with these simple one-liners. The catch-liners include "Hindi - Chane ke bhaw kaaju", "Bengali - Rui er dame illish", "Hindi - Stall ke bhaw balcony", etc. Print Ads: Big Bazaar newspaper advertisements are present just before launch of any new scheme. This creates aura about the Big Bazaar brand in the minds of customers. TV Ads: Inshore Binyamin spends a lot of money in brand building exercise. Big Bazaar commercials are shown on various channels in India. Presently, Fashion@Big Bazaar commercial is aired. Road-side Advertisements: Big Bazaar bill-boards are displayed on prime locations in various cities as a brand building exercise. They display the catch-phrases now-a-days. Radio Ads: This technique is used in cities like Sangli (Tier 1 / Tier 2 cities). Now-adays, it is replaced by advertisements on FM channels. This informs customers about all new happenings at Big Bazaar. Fashion Shows: "FASHION @ BIG BAZAAR - Desh Badla, Bhesh Badlo" is the latest invention of the Indian iconic brand. In an effort to take the Fashion to the masses, Big Bazaar, the flagship hypermarket brand of retail chain of Future Group, organized a three-day Fashion Show on the streets of Bandra, Mumbai. Brand Endorsement by Celebrity: Big Bazaar is always associated with celebrities for advertising and marketing of its brand name—M S DHONI, ASIN .

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Factors that Shaped Big Bazaar During its Life Cycle The Big Bazaar brand name is in its growth stage. Pantaloon Group faced various small and large scales troubles in the introductory stage of the brand. Present years are the high growth years in retail sphere as market has high potential to sustain growth. The sales are increasing, more and more firms are coming to market, foreign players are entering into retail sector, and pie of organized retail is increasing in retail sector.

The factors that shaped the brand during its life cycle are: Influence of Sarvana Stores Located in Theyagraya Nagar, Chennai Many people think that Big Bazaar was inspired by Wall-Mart but the truth is that Inshore Binyamin and his team members are neither inspired by US ways of doing retailing nor they have been to US much. The credit for foundation and inspiration goes to Saravana Store, a family-run 25-years-old store, whose philosophy was - low margin, high turnover. In that store, food, groceries, clothes, everything had a separate section. It had around 120 people just to manage crowd. The single shop was doing business of more than INR 200 Crore per year. This shop was the template for Big Bazaar.

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Observing Customers Regularly Regular customer feedback is also an influential factor for the success of Big Bazaar. The Big Bazaar has a separate team that looks for customer’s purchasing pattern and how they like or dislike products, how they approach particular products. For example, unlike other stores where the most expensive and catchy item is placed at the front display, Big Bazaar places the "Value for Money" items at check-out points. Imbibed Entrepreneurial Spirit in Organization Decision making power is given to every level of employees at Big Bazaar. Inshore Binyamin has given risk-taking power, which led to exposure of entrepreneurial spirit in every employee. Everybody in Big Bazaar operates with speed and confidence when it comes to decision making. Building on Core Values Core values of Indian-ness, valuing and nurturing relationships, and simplicity shaped the brand. Inshore Binyamin always believes in long-term relationships, with customers, suppliers and employees. Once thinking about offering gifts to employees close to Dial, Inshore Binyamin suggested giving them wall-paints to keep their house clean. The paint is used in Indian culture to keep house clean and brings freshness. The motive behind this was to keep everything clean and bring freshness in organization.

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Strategic Decisions Taken Real Estate Game For a retailer, location is one of the most important things. According to Inshore Binyamin, real estate cost should be less than 5% of total sales of store in order to provide maximum benefits to customer. The strategic decisions to secure spaces before other retailers join in have resulted in cost-saving. Also, it has created early presence in market. Nurturing Relationships Inshore Binyamin follows strategy to develop trust and nurture relationships with suppliers. This trust led to strategically correct decisions most of the time. Whoever works with Future Group, either leaves in initial deals or continues forever. Use of Technology, Scenario-Planning & Story-Telling Big Bazaar planning and design used advance technologies like scenario-planning and story-telling. These techniques were mainly used for store-design layout, store-location selection. The strategy to use user-focused, prototype-based development tool made the brand adapt to the fast-changing external environment. Design Management Design-led thinking helped Big Bazaar to achieve ‘customer-first’ objective and ultimately led to better financial performance. Big Bazaar strategy to focus on design led to creation of Idiom, an independent design and consultancy firm, based in Bangalore. They are one of the few organizations in India having economists, ethnographers and sociologists working across various teams as a part of Design Management team.

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Back-end Operations, Supply Chain Harvard Business School just did a case study on Pantaloons' Supply Chain and it says that Pantaloons' is the most cost-effective supply chain in the world. India may not have a modern supply chain but it definitely has a cost-effective one. Retailers have made use of the existing supply chain. SWOT OF BIG BAZAAR • • • • STRENGTH High brand equity in evolving retail markets. State of art infrastructure of the Big Bazaar outlet. All major brands under one roof. Variety of products under one roof increases customer time and available choices. OPPORTUNITY Organized retail is just 4.15 % of total pie of Indian retail market. Evolving customer preference in recent years. • • • WEAKNESS Unable to meet store opening target till now. Product prices are high in comparison to other retail outlets. Falling revenue per square feet.

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THREATS Unorganized retail market of India. Great promotional offers by it competitors- khosla, Spencer, Harmony. Discounted product offered by its competitors- Great eastern, Sales emporium, Spencer. Vast product range from Great Eastern and Spencer. Free services and free gifts provided by its competitors- Khosla and Spencer.

The SWOT Analysis of current strategy of Big Bazaar elaborates the core competencies and areas of improvement.

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Company name :-

BIG BAZAR.

Company location :- LIC building. Company format :- Hyper market. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Fan, Vacuum cleaner, Water purifier, Geyser, Toaster, Juicer/Mixer/Grinder, Iron, Rice cooker . Brands available:LG, Samsung, Koryo, Onida, Kenstar, Whirlpool, Morphy, Bajaj, IFB, Panasonic, Philips, Sensei, Sharp, Sony, Eureka forbes, Jaipan, Inalsa, Usha, Kenwood, BPL, Kent. What’s hot:What’s not:The most number of brands and products available under one roof. Product Air conditioner Brand Panasonic, Videocon, Godrej, Electrolux, Blue star, Hitachi , Haier, Voltas. Refrigerator Washing machine Television Music system/DVD Chimney Oven Laptops Panasonic, Godrej, Voltas, Samsung, LG, Electrolux, Hitachi, Haier, Sharp. Godrej, Electrolux, Hitachi, Haier Videocon, Sony, Haier, Sanyo, Akai, TCL, Thomson, Toshiba, Aiwa. Panasonic, Samsung, Onida, Haier. Glen Videocon, Godrej, Electrolux, Philips, IFB. HCL, Lenevo, Sony, HP, Samsung, LG, Compaq, Acer. Other information:- In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and Bangalore.

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Company name :-

SPENCER.

Company location :- South city. Company format :- Hyper market. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Fan, Vacuum cleaner, Water purifier, Toaster, Juicer/Mixer/Grinder, Iron, Rice cooker . Brands available:LG, Samsung, Gerat, Onida, Kenstar, Whirlpool, Morphy, Bajaj, IFB, Panasonic, Philips, Videocon, Voltas, Electrolux, Kenwood, Sony, Eureka forbes, Maharaja, Inalsa, Usha, Kent, Godrej. What’s hot:What’s not:Free instillation of Split AC. Videocon 21’ slim Rest. 4900/Product Air conditioner Refrigerator Washing machine Television Music system/DVD Chimney Oven Laptops Water purifier Brand Panasonic, Videocon, Blue star, Hitachi , Haier. Panasonic, Voltas, Hitachi, Haier, Sharp. Hitachi, Haier Panasonic, TCL, BPL, Akai, Aiwa, Thomson, Toshiba, Haier, Sanyo. Onida, Haier. Glen Electrolux, Philips. HCL, Lenevo, Sony, HP, Compaq, LG, Samsung, Acer. Whirlpool.

Other information:- Spencer’s Retail Limited is one of India’s largest and fastest growing multi-format retailer with 400 stores, including 32 large format stores across 66 cities in India. Free dinner set 20p with Videocon Washing machine. Maharaja Nano Mixer grinder Rest. 1075/-

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Company name :-

KHOSLA ELECTRONICS.

Company location :- Park circus. Company format :- Retailer. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Water purifier, Iron, Juicer/Mixer/Grinder. Brands available:LG, Samsung, Onida, Kenstar, Whirlpool, Bajaj, Philips, Sharp, Sony, IFB, Voltas, Electrolux, Hitachi, Haier, Videocon, Kenwood, BPL. What’s hot:What’s not:Free gifts, exchange offer and low priced goods. Product Air conditioner Refrigerator Television Music system/DVD Oven Laptops Water purifier Brand Panasonic, Blue star. Panasonic, Voltas, Sharp. Panasonic, TCL, Toshiba, Thomson, Sanyo Panasonic. Videocon, Philips, IFB. HCL, Lenevo, Smasung, LG, Sony, HP, Compaq, Acer. Kent, Whirlpool, Eureka forbes.

Other information:- Khosla has less number of brands to offer to its customer. But the best buy price of its product is less compared to any retail outlet. The technical know how of its employees makes it easier of its customer to make the purchase. The customers can easily rely on the information provided by its employees. Free gift worth Rest 7000 with 22” LCD – Tatasky connection, Holiday package. Free gift worth Rest 12000 with 26” LCD – HD DVD player, Holiday package. Free gift worth Rest 20000 with 32” LCD –10.2 MP camera with 5X optical zoom. DVD player, Holiday package, 2GB+ carry case Free gift worth Rest 25000 with Refrigerator- 10.2 MP camera with 5X optical zoom.

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DVD player, Holiday package, 2GB+ carry case Fully auto washing machine. Company name. :GEAT EASTERN. Company location :- Dalhousie. Company format :- Retailer/Dealer. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Fan, Vacuum cleaner, Water purifier, Toaster, Juicer/Mixer/Grinder, Iron, Rice cooker. Brands available:LG, Samsung, Onida, Whirlpool, IFB, Indiset, Haier, Hitachi, Mosabear, Philips, Sanyo, Videocon, Sansui, Sharp, Sony, Aquasure, Supremo, Glen, Godrej, Electrolux. What’s hot:What’s not:A huge range of product to choose from. Product Air conditioner Brand Panasonic, Videocon, Godrej, Electrolux, Blue star, Hitachi , Haier, Voltas. Refrigerator Washing machine Television Music system/DVD Oven Laptops Water purifier Panasonic, LG, Sharp. Hitachi. Haier, TCL, BPL, Onida, Aiwa, Akai, Toshiba, Thomson, Panasonic, LG. Panasonic, LG, Onida, Haier. Videocon, LG. Sony, LG, Samsung, Acer. Kent, Philips, Whirlpool, Eureka forbes.

Other information:- Located at Ultadanga, the outlet has the widest range of products to offer. The outlet also has its own service center at Chandni. The service space is bigger than that of Big Bazaar and the products offered are relative cheap. The outlet doesn’t invest exclusively on promotions.

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Company name :-

E-ZONE.

Company location :- E-Mall. Company format :- Hyper market. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Fan, Water purifier, Rice cooker, Laptops, Toaster, Juicer/Mixer/Grinder, Iron. Brands available:LG, Samsung, Koryo, Onida, Kenstar, Whirlpool, Morphy, Bajaj, IFB, Philips, Sensei, Sharp, Sony, Eureka forbes, Hitachi, Godrej, Inalsa, Usha, Kenwood, HP, HCL, Lenevo, Acer, Compaq, Maharaja, Whirlpool. What’s hot:What’s not:A huge product range. Customer friendly attitude. Highest number of Brands. Product Air conditioner Refrigerator Washing machine Television Music system/DVD Oven Water purifier Brand Panasonic, Videocon, Electrolux, Blue star. Panasonic, Voltas, Electrolux, Videocon. Electrolux. Videocon, Panasonic, Toshiba, Akai, TCL, Aiwa, Thomson, BPL, Onida. Panasonic, Onida, Haier. Electrolux. Kent, Philips.

Other information:- Unlike Big Bazaar, Ezone also has the maximum brands under one roof. It also has a wide range of product to chose from. The few things that distinguishes between the two companies are its product display, product segmentation and physical evidence.

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Company name :

SALES EMPORIUM.

Company location :- Lansdowne. Company format :- Retailer. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Water purifier, Laptops. Brands available:What’s hot:What’s not:LG, Samsung, Onida, Whirlpool, Panasonic, Philips, Videocon, Electrolux, Sanyo, Hitachi, HCL, LG, Godrej, Sony. Products available at easy installment. Spot finance for credit holder Product Air conditioner Refrigerator Washing machine Television Music system/DVD Chimney Oven Laptops Water purifier Brand Blue star, Voltas. Voltas, Hitachi, Haier, Videocon, Sharp. Haier, IFB. Videocon, Philips, Sharp, Toshiba, TCL, Akai, BPL, Sansui, Thomson, Aiwa. Haier, Onida, Sony. Glen Videocon, Morphy, Philips, IFB. Lenevo, Sony, HP, Compaq, Acer. Kent, Eureka forbes, Whirlpool.

Other information:- Sales Emporium has been providing its services for over 45 years now and is one of the few retailers providing Panasonic Split AC and other Panasonic products along with Harmony. The service space is less compared to that of Big Bazaar. Unlike Khosla, Sales emporium also has free gifts to offer to its customer and the prices of its product are relatively lower than that of Big Bazaar.

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Company name :-

CAPITAL ELECTRONICS.

Company location :- Ultadanga. Company format :- Hyper market. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD, Vacuum cleaner, Water purifier, Laptops, Toaster, Juicer/Mixer/Grinder, Iron, Rice cooker. Brands available:LG, Samsung, Koryo, Onida, Kenstar, Whirlpool, Akai, TCL, Hyundai, Bajaj, IFB, Toshiba, Philips, Sansui, Sharp, Sony, Eureka forbes, Acer, HP, HCL, Zenith, BPL, Haier, Videocon. What’s hot:What’s not:LG steam washer dryer :- WD 1457ERD. Product Air conditioner Refrigerator Washing machine Television Music system/DVD Chimney Oven Laptops Water purifier Brand Panasonic, Electrolux, Blue star, Hitachi , Haier, Voltas. Panasonic, Voltas, Hitachi, Haier, Electrolux, Sharp. Electrolux, Hitachi. Sanyo. Panasonic. Glen Electrolux, Philips, IFB. Lenevo, Sony, LG, Samsung. Kent, Whirlpool.

Other information:- The company offers easy installment facility for almost all items. It has a similar sales strategy to that of sales emporium. The brands hugely missing are Electrolux and Panasonic. The outlet has a wide range of products to choose from. The outlet has its own service center located at Chandni which is an added plus point for the outlet.

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Company name :Company format :-

HARMONY. Retailer. Music system/DVD, Water purifier.

Company location :- Park street. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Brands available:What’s hot:What’s not:Samsung, Onida, Panasonic, Philips, Sharp, Sony, Eureka forbes, Voltas, TCL, Mosabear, kent. Panasonic split AC---At the lowest possible price. Product Air conditioner Brand LG, Godrej, Electrolux, Blue star, Hitachi , Haier, Voltas. Refrigerator Washing machine Television Music system/DVD Chimney Oven Laptops Water purifier Godrej, Voltas, Samsung, LG, Electrolux, Hitachi. LG, Godrej, Electrolux, Hitachi, Haier Videocon, Haier, LG, Sanyo, TCL, BPL, Akai, Aiwa, Toshiba, Thomson, Onida. Samsung, Onida, Haier. Glen Videocon, Godrej, LG, Philips, IFB. HCL, Lenevo, Sony, HP, Compaq, Acer. Eureka forbes, Philips, Whirlpool.

Other information:- The outlet is providing three huge offers :• • Super 6 offer---free gifts. Voucher, free holiday-India/international. Super pack 1—Refrigerator + oven.

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Super pack 2--- Refrigerator + steel burner.

The brand missing is LG and Videocon. The outlet has a poor product display and non availability of various products and brands. Company name :FUNDAMENTAL.

Company location :- South city. Company format :- Retailer. Products available:- Refrigerator, Washing machine ,Television, Air conditioner, Oven, Music system/DVD. Brands available:What’s hot:What’s not:LG, Samsung, Whirlpool, Sony, Hitachi. The outlet has good display of products. Product Air conditioner Brand Panasonic, Godrej, Electrolux, Blue star, Haier, Onida, Voltas. Refrigerator Washing machine Television Panasonic, Godrej, Voltas, Electrolux, Hitachi, Haier, Videocon, Sharp. Godrej, IFB, Sanyo, Electrolux, Hitachi, Haier Videocon, Panasonic, Philips, Onida, Toshiba, Thomson, TCL, BPL, Akai, Sharp, Haier, Sanyo. Music system/DVD Chimney Oven Laptops Water purifier Panasonic, Philips, Onida, Haier. Glen Videocon, Godrej, Morphy, Onida, Philips, IFB. HCL, Lenevo, Sony, HP, Compaq, Acer. Kent, Philips, Whirlpool, Eureka forbes.

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Other information:- The only brands available are LG, Samsung, Whirlpool, Sony, Hitachi. Non availability of products and brands are its negativity. The outlet offers no discount on products and the price of products are comparatively high than that of most retailer. The outlet makes no effort towards promotion of products/brands.

Company name :-

LG SHOPPE.

Company location :- E-Mall. Company format :- Stand alone outlet. Products available:- Television, Washing Machine, Air conditioner, Oven, Mobile, Refrigerator, Music system/DVD. Brands available:What’s hot:LG LG LCD--- Scarlet, Jazz. LG Front Loader---- WD-1437*FD--- LG Steam Direct Drive washing machine gives you the benefit of energy and water saving. It also provides Steam Refresh function which effectively removes wrinkles and odors with hundreds of steam particles in high temperature. Showcase your child's talent in the LG Lead XI Contest and fly to England along with your child. This June ICC Twenty20 World Cup in England is going to witness something unique in the history of Cricket. LG together with ICC takes pride to introduce a new concept of singing the National Anthem before beginning of the game. LG is looking for eleven talented children who will handhold the Indian Cricket Stars in England and the world will watch them leading the cricketers to the ground. What’s not:Poor after sales service. Delivery of product may take more than 48 hrs depending on availability of product. Poor after sales service and non availability of products. http://www.consumercomplaints.in/?search=LG

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Other information:- In November 2002, LG Electronics India (LG), one of the leading consumer durables companies in India, launched advertising campaigns featuring cricketers. LG announced that it would release 22 ad films featuring world-class cricketers to strengthen its association with cricket. The campaign, 'Cricket First,' which featured captains of the 14 teams participating in World Cup 2003, highlighted the spirit of cricket with a tagline, 'Captains of Cricket World, for the Captain of Consumer Electronics and Home Appliances. The company announced that it would spend around Rest 400-500 million on advertising during the World Cup. Analysts felt that LG might reap rich benefits by associating itself with cricket in a cricket crazy country like India. Since 1997, when LG entered India, it has emphasized on marketing. Analysts felt that LG was trying to sell a brand of consumer durables using an FMCG marketing model, and was trying to create a mass market for a brand, which had a premium image. Like the marketing of FMCG products, LG's marketing was heavily dependent on advertising. Its ad spend to sales ratio at 5-6% of sales was very close to that of FMCG giant HLL. By 2002, LG was the market leader in Colour Televisions (CTVs), air conditioners, microwave ovens, semi automatic washing machines and frost-free refrigerators

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Company name :-

SAMSUNG.

Company location :- E-Mall. Company format :- Stand alone outlet. Products available:- Television, Washing Machine, Air conditioner, Oven, Mobile, Refrigerator, Music system/DVD, Notebook. Brands available:What’s hot:SAMSUNG Upgrade offers on Samsung Flat TV. The company offers its sleek J700 multimedia phone with every Samsung notebook. What’s not:Delivery of product may take more than 48 Hrs depending on availability of product. Poor after sales service and non availability of products. http://www.complaintsboard.com/?search=smasung Other information:- In 1998, South Korea's leading consumer electronics major, Samsung Electronics Corporation (Samsung), entered into an agreement with the International Olympic Association to sponsor the 1998 Seoul Olympics. According to company sources, Samsung wanted to sponsor Olympics to establish itself as a global brand. Analysts felt that by associating itself with the Olympics, Samsung would increase its brand visibility and brand recall among its consumers worldwide. They also pointed out that to become the next Sony (Refer Exhibit I) of the consumer electronics market, Samsung would have to invest heavily in marketing.

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In the late 1990s, Samsung entered into various marketing alliances with companies worldwide and sponsored events to enhance its brand awareness. Due to its marketing efforts, its brand value appreciated by 200% from $3.1 billion in 1999 to $8.3 billion in 2002. Consequently, in 2002, Samsung emerged as the only non-Japanese brand from Asia to be listed in the global top 100 brands valued by Interbrand . The company was ranked 34th in Interbrand's list of the world's top 100 brands.

Main approaches to sustainability at Samsung

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Company name :-

SONY WORLD.

Company location :- Park street.. Company format :- Stand alone outlet. Products available:- Television, Music system/DVD, Play station, Digital Camera, Mobile, Laptops. Brands available:What’s hot:What’s not:SONY Sony BRAVIA ,Play station 3, Free 2 GB memory card with Sony Cyber shot. High priced products. VAIO Digital Studio PCV-RX590G is technically obsolete---replaced by PCV-RX690G. Other information:- One of the most recognized brand names in the world today, Sony Corporation, Japan, established its India operations in November 1994, focusing on the sales and marketing of Sony products in the country. In a span of 12 years Sony India has exemplified the quest for excellence in the world of digital lifestyle becoming the country’s foremost consumer electronics brand. With relentless commitment to quality, consistent dedication to customer satisfaction and unparalleled standards of service, Sony India is recognized as a benchmark for new age technology, superior quality, digital concepts and personalized service that has ensured loyal customers and nationwide acclaim in the industry. With brands names such as BRAVIA, Xplod, Sony hi-fi, Handycam, Cybershot‚ WEGA, VAIO, Walkman, Memory stick‚ PlayStation an AIWA, Sony has

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established it self as a value leader across its various product categories of Audio/Visual Entertainment products. In India, Sony has its footprint across all major towns and cities through a distribution network comprising of over 7000 channel partners, 215 Sony World and Sony Exclusive outlets and 21 direct branch locations. Sony India also has a strong service presence across the country with 21 company owned and 172 authorized service centers. A distinctive feature of Sony’s service is its highly motivated and welltrained staff that provides the kind of attentive and sensitive service that is rare today.

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POSITIVE ASPECTS • • • • • • Variety – Big Bazaar offers a wide variety of products of different prices and different qualities satisfying most of its customers. Quality – Providing quality at low prices and having different types of products for all income group is another advantage. Price – As noted the prices and offers in Big Bazaar have been one of the main attractions and reason for its popularity. Location – The location of Big Bazaar LIC is in the heart of the city. It is one of the most prime location and easy access to transport. Advertisement – Big Bazaar has endorsed very popular figure like M.S. Dhoni and other famous personalities which have attracted a lot of customers. Middle class appeal – Considering the fact that there are a lot of middle class families in India, Big Bazaar has had a huge impact on the middle class section of India. The prices,quality and sales strategy has helped in getting the middle income groups getting attracted towards Big Bazaar. • • Brand Availibility - Big Bazaar has the most number of brands available than any other electronics retail outlet. Product Availibility – Big bazaar has a wide range of products to choose from--Iron to oven, Television to Air conditioner.

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NEGATIVE ASPECTS • • • • • As mentioned above, the main customers are middle income and a few high income groups. The elite do not like to shop at Big Bazaar. Big Bazaar is not know for high class service. The staff recruited is not very well trained and the billing takes a long time to move. This irrates customers. Despite its prime location people find it harder to pak their own vehicle. Lack of parking fascility hinders the growth of the company. Big Bazaar prices of electronic goods are more compared to most of the electronics retail outlet. The competitors of Big Bazaar have better promotional offers :1 – Harmony comes up with three big offers --- super six, super pack 1 and super pack 2. It has provides Panasonic split AC(all models) at the lowest price. 2 – Khosla which is considered to be one of the biggest competitor provides goods at the cheapest price and also offers products with free gifts. Despite the fact that it has lesser number of brands and product to choose from. 3 – Prices at Spencer are also less compared to that of Big Bazaar. It also Provides free instillation for AC(window/split). 4 – Prices at Great eastern and Capital Electronics are also less compared to that of Big Bazaar. The product range is also very high than that of Big Bazaar. • Non availability of some of the bigger brands in most products are a serious drawback—Sony LCD, Videocon and Panasonic split AC Are some of the brands that are missing.

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