Training is the process in which each student of management is to undergo a

training to get a practical knowledge about the institution. I had my training in “BIG
BAZAAR, KALAVASAL, MADURAI”.

1.1 Objectives of the study

➢ To gain practical knowledge apart from academic activities.

➢ To know about the organizational structure of the company.
➢ To experience the real life situation in the organization.
➢ To find out the buying behavior and satisfaction level of the customer’s.
➢ To determine the current status of Big Bazaar.
➢ To identify main competitors of Big Bazaar with regard to services.

1.2 Period of study

The study has been conducted for 45 days starting from the May 2019 to June
2019.

1.3 Chapter Scheme

The present study consist of four chapters

Chapter-I

The first chapter deals with “Introduction of the study, Objective of the
study, Period of the study, Chapter scheme”.

Chapter-II

1
 The second chapter deals with “Industry profile, Company profile and
summary”.

Chapter-III

The third chapter deals with various departments like Operation/Sales

department, Human Resource department, Visual merchandising department, Logistics
department, Billing/Cash department, Customer Service Desk (CSD), Administration,
Maintenance.

Chapter-IV

The fourth chapter deals with the SWOT, Observation, Suggestion and
Conclusion of the study.

2
 CHAPTER-II

PROFILE STUDY

2.1 Introduction

This chapter deals with on Industry profile, Company profile and summary.

2.2 Industry Profile

Retailing is the transaction between the seller and consumer for personal
consumption. It is does not include transaction between the manufacturer, corporate
purchase, government purchase and other wholesale purchase. A retailer stocks the goods
from the manufacturer and then sells the same to the end user for a marginal profit.

Retailing involves all activities incidental to selling to ultimate consumer for their
personnel family and household use. It does this by organizing their availability on a
relatively large scale and supplying them to a customer on a relatively small scale.

Retailer is any person/organization instrumental in reaching the goods or

merchandise or services to the end users. Retailer is a must and cannot be eliminated. The
Indian retailing industry is becoming intensely competitive, as more and more payers are
Vying for the same set of customers. The major retail players are Pantaloon Retail,
Shoppers Stop, Reliance, etc..,

INTRODUCTION TO RETAIL INDUSTRY

He first decade of retail in India has been characterized by a shift from traditional
liana shops to new formats including department stores, specialty stores hypermarkets
and supermarkets and across a range of categories. Order retail formats have
mushroomed in metros and mini and metros. In last few years, modern retail has also
established its presence in the small cities, exposing residents to shopping line never
before. Some of these stores are branded stores (exclusive showrooms either owned

3
franchised out by a manufacturer), specially stores (greater choice to consumer,
comparison between brands is possible), department stores, super markets (one stop shop
catering to various consumer needs), shopping malls (variety of shops available to each
other).

RETAIL INDUSTRY IN INDIA

Challenges Opportunities and Strategies retailing is one of the biggest sectors and
it is witnessing revolution in India. The new entrant in retailing in India signifies the
beginning of retail revolution. India's retail market is expected to grow tremendously in
next few years. According to AT Kearney, The Windows of Opportunity shows that
Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2006.
India's retail market is expected to grow tremendously in next few years. India shows
US$330 billion retail market that is expected to grow 10% a year, with modern retailing
just beginning. India ranks first in 2005. In fact, in 2005 and 2006, India is the most
compelling opportunity for retailers, because now India is in peaking stage. This window
of opportunity is useful for executives who plan their market-specific strategies; the four
stages or the lifecycle of this industry is as follows:

A. Introduction : A rapid penetration strategy is suggested at this Stage i.e. low price and
high promotion.

B. Growth : The strategy of adopting quality and styled products with new models and
shift of advertising from product awareness to product preference Eg ; the big bazaar
advertisement says surf excel is cheaper than the market price. The idea behind adopting
strategy is to strengthen against competitors

C. Maturity : Enter new market segments that is either enter new geographic areas e.g.
vishal megha mart has opened stores in smaller cities tier II and III cities.

D. Decline : The window of opportunity is closing fast and modern retail share is
reaching 40 to 60 percent. Though the opportunity is closing the existing retailers can
enter with new formats such as discount models or non-food formats such as consumer

4
electronics and apparel. Window of opportunity ends for about 5 to 10years before a
market enters the closing phase and reaches saturation level. India for example, was in
the opening stage in 1995 and entered peaking stage in the year 2003 and reached number
1 rank in 2005.

PRESENT INDIAN SCENARIO

• Unorganized market: Rs. 583,000 crores * Organized market: Rs.5, 000 crores *
5X growth in organized retailing between 2000-2005 * Over 4,000 new modern
Outlets in the last 3 years

• Over 5,000,000 sq. ft. of mall space under development * The top 3 modern
retailers control over 750,000 sq. ft. of retail space * Over 400,000 shoppers walk
through their doors every week growth drivers in India for retail sector

• Retail incomes and improvements in infrastructure are enlarging Consumer

markets and accelerating the convergence of consumer tastes. Liberalization of
the Indian economy. Increase in spending Per capita Income. Advent of dual
income families also helps in the growth of retail Sector. Shift in consumer
demand to foreign brands like McDonalds, Sony, Panasonic, etc.

CONSUMER PREFERENCE FOR SHOPPING IN NEW ENVIRONMENTS

The Internet revolution is making the Indian consumer more Accessible to the
growing influences of domestic and foreign retail Chains. Reach of satellite T.V.
channels is helping in creating awareness about global products for local markets.

About 47% of India's population is under the age of 20; and this will increase to
55% by 2015. This young population, which is Technology- savvy, watch more than 50
TV satellite channels, and display the highest propensity to spend, will immensely
contribute to the growth of the retail sector in the country.

Availability of quality real estate and mall management practices. Foreign companies'
attraction to India is the billion-plus Population.

5
 Scope in retailing is clearly the sector that is poised to show the highest growth in
the next five years. The sector is set for a revolution, as both the present players and new
entrants are gearing up to explore the market. This sector contributes 10% of India's GDP
and the current growth rate is 8.5%. The present size of the organized retailing sector is
approximately 3% and is expected to grow to 25-30% by the year 2010. There are about
300 new malls, 1500 supermarkets and 325 departmental stores currently under
construction. Many players are coming up with huge investments, due to which the
present 12 million mom-and-pop shops and kirana stores fear losing their business. Most
predictions say that the sector might reach to US$ 400-600 billion by the year 2010.
Global retail giants such as Wal-Mart, Tesco, Germany's Metro AG and many others are
ready to enter the retail markets. The rising demand of branded products and increase in
purchasing power has lured these companies to enter the market.

Leading Indian Retailers Bata India Ltd, Big Bazaar, Crossword, Ebony Retail
Holdings Ltd., Food Bazaar, Globus Stores Pvt. Ltd., Liberty shoes Ltd., Music World
Entertainment Ltd., Pantaloon Retail India Ltd., Shoppers Stop, Subhiksha, Titan
Industries, Trent and the new entrants penetrating the market soon will include Reliance
Retail Ltd, Wal-Mart Stores etc

Employment opportunities in retail sector in India. India's retail industry is the

second largest sector, after agriculture, which provides employment. According to
Associated Chambers of Commerce and Industry of India (ASSOCHAM), the retail
sector wills Create 50,000 jobs in next few years. Retail companies are starting retail
management courses in Partnership with management institutes, roping in talent from
other Sectors and developing comprehensive career growth and loyalty Plans for existing
employees.
Consider the plans of largest player, The Pantaloon Retail India Ltd, The company has
developed a comprehensive strategy, where in it Expects that in 2years, it will not recruit
any new managers from outside. Trent has also started in-house learning programs and
now goes to under graduate colleges to recruit students. Since, the job market is hugely

6
receptive to this with more and more business schools focusing on the sector and large
retailers setting up retail academics.

Challenges of Retailing in India : In India the Retailing industry has a long way to go,
and to become a truly flourishing industry, retailing needs to cross the following hurdles:

▪ The first challenge facing the organized retail sector is the competition from
unorganized sector.

▪ In retail sector, Automatic approval is not allowed for foreign investment

▪ Taxation, which favors small retail businesses.

▪ Developed supply chain and integrated IT management is absent in retail sector.

▪ Lack of trained work force.

▪ Low skill level for retailing management.

▪ Intrinsic complexity of retailing- rapid price changes, threat of product

obsolescence and low margins.

▪ Organized retail sector has to pay huge taxes, which is negligible for small retail
business.

▪ Cost of business operations is very high in India.

2.3 Company Profile

Kishore Biyani is an Indian businessman. He is the founder and chief executive

officer (CEO) of Future Group and also the founder of retail businesses such as Pantaloon
Retail and Big Bazaar.

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.

7
 The Big Bazaar is one such department store to have set up shop across the
country. Since its first outlet opened in Kolkata in late 2001, the Big Bazaar has spread to
towns and cities at an alarming rate. Currently 106 outlets

These multi-level shopping meccas stock everything from food to fridges, and
cookware to clothes. However, the Big Bazaar isn't your ordinary department store. It's
been especially designed to appeal to the Indian consumer.

Big Bazaar With a slogan of "Is se sasta aur accha kahin nahi!" ("Nowhere
cheaper or better than this!"), the Big Bazaar targets itself directly at the average Indian's
love of following the crowd and scrambling for a good discount.

Parent-Pantaloon Retail India Ltd

Pantaloon Retail (India) Limited, is India’s 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 12 million

square feet of retail space, has over 1000 stores across 71 cities in India and employs over
30,00 people.
The company’s 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 Brand Factory, Blue Sky, all, Top 10 and Star and Sitara. 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 i, 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.

8
 Big Bazaar targets higher and upper middle class customers, the large and growing
young working population is a preferred customer segment, Big Bazaar specifically
targets working women and home makers who are the primary decision makers.

MILESTONES :

❖ 1987
▪ The company is incorporated under the name of Manz Wear Private Ltd.

▪ Pantaloons, one of India's first formal trouser brands, is launched.

❖ 1991
▪ Company's name changed to Pantaloon Fashions (India) Limited

▪ BARE, an Indian denim brand is launched.

❖ 1992

▪ Initial Public Offer (IPO) of shares by the Company

❖ 1994
▪ The Pantaloon Shoppe, our exclusive menswear store in a franchisee format is
launched across the nation.
▪ The company starts distribution of branded garments through multi-brand retail
outlets across the nation.
❖ 1997

▪ Pantaloon Retail enters modern retail with the launch of the first 8000-sq. ft. store
Pantaloons in Kolkata.

❖ 2001
▪ Pantaloon Retail launches three Big Bazaar stores within a span of 22 days in
Kolkata, Bangalore and Hyderabad.
❖ 2002

▪ Food Bazaar, the supermarket chain is launched.

9
❖ 2003

▪ Big Bazaar entered Tier II cities with the launch of its store in Nagpur.
❖ 2004

▪ Pantaloon Retail launches India's first seamless mall, Central, in Bangalore.

❖ 2005
▪ Big Bazaar launched a unique shopping program: the Big Bazaar Exchange Offer,
inviting customers to exchange household junk
❖ 2006
▪ Big Bazaar launched India's most popular shopping festival: Sabse Sasta Din on
26th January
▪ Big Bazaar launched Shakti, India's first credit card program tailored for
housewives
▪ Navaras – the jewellery store launched within Big Bazaar stores
▪ Home Town, the home building and improvement products retail chain, is
launched along with consumer durables format Ezone and furniture chain
Furniture Bazaar.
❖ 2007
▪ Big Bazaar launched its 50th store in Kanpur
▪ Big Bazaar partnered with Futurebazaar.com to launch India's most popular
shopping portal
▪ Big Bazaar initiated the Power of One campaign to help raise funds for the Save
The Children India Fund
▪ Pantaloon Retail wins the International Retailer of the Year award at US-based
National Retail Federation convention in New York, and Emerging Retailer of the
Year award at the World Retail Congress held in Barcelona.
❖ 2008
▪ Big Bazaar dons a new look with a fresh new section, Fashion@Big Bazaar

10
 ▪ Big Bazaar crosses the 100-store mark, marking one of the fastest expansions of
the hypermarket format anywhere in the world.
❖ 2009
▪ Big Bazaar initiated Maha Annasantarpane program at its stores in South India – a
unique initiative to offer meals to visitors and support local social organizations
▪ Big Bazaar captured almost one-third share in food and grocery products sold
through modern retail in India Pantaloon Retail celebrates its first Shopping
Festival across all retail formats in key Indian cities.
❖ 2010
▪ Future Value Retail Limited is formed as a specialized subsidiary to spearhead the
group's value retail business through Big Bazaar, Food Bazaar and other formats
▪ Pantaloons opened its 50th flagship store in New Delhi on 27th November 2010
▪ Pantaloons embarked on its "next gen" journey with the launch of its new 'avatar'
stores
▪ Big Bazaar introduced Family Centre in Kolkata on 27th March 2010
▪ Big Bazaar opened its first store in Jalandar and Amravati
▪ Pantaloons forayed in Allahabad,Bhopal and Aurangabad
▪ Future Group launched 'The Great Indian Shopping Festival'
▪ Future Group announced the launch of mobile telephony services under the brand
name T24 on the GSM platform
❖ 2011
▪ Future Group entered elite gourmet retailing with the launch of its first gourmet
food chain Foodhall in Mumbai on 26th May 2011
▪ Future Innoversity introduced MBA in Supply chain Management
▪ Pantaloons launched its revamped Green Card Loyalty Programme
▪ Pantaloons forayed in Coimbatore, Durgapur and Vizag
▪ Big Bazaar completed 10 glorious years and came up with a new brand identity
and tagline Naye India ka bazaar
▪ Big Bazaar celebrated its 10 years of existence

11
 ▪ Big Bazaar opened its first store in Himachal Pradesh on 21st May 2011.
❖ 2012
▪ On 1st May 2012, the company introduced a new retail initiative – Public Holiday
Sale
▪ Foodhall the premium lifestyle food destination launched its second store in
Bengaluru on 4th May 2012
▪ Big Bazaar redefined the concept of customer service with the launch of the
Rajajinagar Family Centre in Bengaluru with its unique Seva initiative on 24th
February 2012
▪ Future Sharp Skills Ltd. launched its first skill centre in Kolkata with a vision to
train and provide sustainable livelihood to five lakh youth of West Bengal by
2022.
▪ Pantaloons became the first retailer to introduce a reality hunt as it set out on a
countrywide search for their next Fresh Face
▪ Pantaloons launched its first store in Ludhiana, Visakhapatnam, Bilaspur
▪ Future Group started Aadhaar Franchise
▪ Future Supply Chains Express Logistics business became the fastest profitable
Express Business in India
▪ Keeping pace with the ongoing trends Fashion@ Big Bazaar decided to reposition
itself as FBB
▪ Pantaloons joined hands with PAYBACK . Being India's largest and one of the
strongest loyalty programs in Europe, PAYBACK offers were made available to
all Pantaloons customers
▪ Big Bazaar launched its home delivery services in Mumbai
❖ 2013
▪ Foodhall, the premium lifestyle food destination launched in Pune.
▪ First batch of Future India Fellowship program started with 5 selected fellows
across the country. The fellowship aims to create thought leaders of tomorrow.

12
 ▪ Future Group successfully introduced 'Big Bazaar Direct' an assisted shopping
concept where franchises will sell Big Bazaar products through a catalogue on a
'tablet'.
▪ Big Bazaar introduced an exciting occasion for shopping 'April Utsav'.
▪ Future Group officially launched India's largest State of the Art Logistical
Distribution Hub at Nagpur.
▪ Big Bazaar introduced a unique customer membership program 'Big Bazaar Profit
Club.'
▪ Foodhall, the premium lifestyle food destination launched in New Delhi.
▪ Future Sharp, the Future Group arm that trains and develops the skills of youth
opened its new skill centre in Nashik.
❖ 2014
▪ Future Group partnered with the Fortune 500 company and one of the largest
online shopping destination, Amazon
▪ Future Group partnered with world's leading customer science company,
dunnhumby for data analytics services
▪ Future Group announced its strategic tie-up with SAP company hybris, that
delivers Omni Commerce™: state-of-the-art master data management for
commerce and unified commerce processes to its clients.
▪ India's First Mega Food Park was inaugurated by India's Honourable PM Shri
Narendra Modi at Tumkur Karnataka
▪ HomeTown underwent a complete makeover with a new tagline, 'The Art of
Better Living', logo and in-store branding.
▪ Future Group's premium food destination Foodhall launched in Saket, New Delhi.
▪ Big Bazaar and Ezone were voted as one of the Top 50 Most Trusted Brands in the
country in the Brand Equity Survey 2013 conducted by Nielson. The survey also
revealed that Big Bazaar is the 4th Most Trusted Service Brand of the country
▪ FBB ties up with India's largest Beauty Pageant Femina Miss India 2014

13
 ▪ A New Generation Big Bazaar, Big Bazaar Family Centre was launched at Alcove
in Kolkata on January 6, 2014
❖ 2015
▪ FBB became style partner of Asia's largest music festival, Sunburn
▪ Big Bazaar & Ezone made to the Brand Equity's Top Retailer's List
▪ Future Group partnered with India's fastest growing ayurvedic company, Patanjali
Ayurved.
▪ The Miss Universe from Columbia, Paulina Vega launched Jealous 21's limited
edition Miss Universe Collection at Taj Land's End in Mumbai
▪ First Big Bazaar GEN NXT store designed for smart and easy shopping
experience opened in Infinity Mall, Malad, Mumbai
▪ Big Bazaar announced an exclusive tie-up with a leading mobile wallet company,
MobiKwik
▪ The UK based Plymouth City College awarded Future Sharp with a title of 'The
Best International Business Partner'
▪ T24, Future Group's unique telecom service and loyalty program and of India's
first unpaid GSM mobile service completed 5 eventful years
▪ The most affordable fashion destination, fbb signed youth style icons Katrina Kaif
and Varun Dhawan as its brand ambassadors
▪ Bharti Retail joins hands with Future Retail
▪ Future Group forays into M-Commerce with the T24 Mobile App
▪ Big Bazaar redefines weekends with the launch of a never-seen-before campaign,
'Crazy Weekend'.
▪ Future Group launched the new age convenience store format, KB's Conveniently
Yours.
❖ 2016
▪ Big Bazaar Direct tied-up with Oxigen Services to sell the wide assortment of the
franchisees.
▪ Little Foodhall launched in Gurgaon

14
 ▪ Future Group associated with Bajaj Finserv to launch India's first retail EMI card
▪ FBB created Guinness World record for the world's largest photobook of 18 feet
height and 27 feet width
▪ Future Retail Limited approved a proposed consolidation of the retail and allied
businesses of Heritage Foods Limited.
▪ The retail business of Heritage Foods includes the popular Heritage store chain of
124 stores in the three key southern cities of Hyderabad, Bangalore and Chennai.
❖ 2017
▪ Central and SBI Card launched a unique co-branded credit card designed for the
aspirational urban shopper
▪ Future Group launched New Retail 3.0, a digital strategy aimed at making the
group Asia's largest leading integrated consumer company with a trillion dollars in
revenue by 2047.
❖ 2018
▪ Future Group acquires Foodworld Business of FSPL, a supermarket chain with
presence in Bangalore and Hyderabad
▪ Future Retail Ltd. acquired Travel News Services India which holds the license of
global retail brand "WH Smith" in India
▪ Big Bazaar organised one of the world's first 24hrs of Facebook Live Shopping
Carnival to celebrate the 12th anniversary of Sabse Sasta Din
▪ Big Bazaar for the first time ever created a mobile game 'Deal Skyfall – Sabse
Saste 5 Din' that has transformed the shopping experience in India
▪ FBB launched ' Watch Now Buy Now', India's first ever LIVE online fashion
event
▪ Big Bazaar dropped prices of 1,500 Everyday Items with the 'Har Din Lowest
Price' Promise

15
BOARD OF DIRECTORS

2.3.1 Company description

❖ Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the
Group Chief Executive Officer of Future Group.

❖ Mr. Gopikishan Biyani, Wholetime Director

Gopikishan Biyani, is a commerce graduate and has more than twenty years of
experience in the textile business.

❖ Mr. Rakesh Biyani, Wholetime Director

Rakesh Biyani, is a commerce graduate and has been actively involved in category
management; retail stores operations, IT and exports. He has been instrumental in the
implementation of the various new retail formats.

❖ Mr. Vijay Biyani, Wholetime Director

Vijay Biyani has more than twenty years of experience in manufacturing, textiles and
retail industry and has been actively involved in the financial, audit and corporate
governance related issues within the company.

❖ Mr. Vijay Kumar Chopra, Independent Director

V.K.Chopra is a fellow member of The Institute of Chartered Accountants of India

(ICAI) by profession and is a Certified Associate of Indian Institute of Bankers
(CAIIB). His banking career spans over 31 years and he has served senior management
positions in Central Bank of India, Oriental Bank of Commerce, SIDBI, Corporation
Bank and SEBI

16
2.3.2 Location

It is a private limited company. The head office is situated at Mumbai.

2.3.3 Vision

“To Deliver Everything, Everywhere, Every time, to Every Indian customer in the
most profitable manner”.

One of the core values at Future Group is, ‘India ness’ and its corporate credo is
“Rewrite rules, Retain values”.

2.3.4 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.

2.3.5 Quality Policy

All products sold at Big Bazaar are guaranteed to be at good price and of good
quality.

2.3.6 Objective of the company

Big Bazaar is the flagship hypermarket retail chain from Future Group, having
over 184 stores across the country. With its motto of “Making India Beautiful”, Big
Bazaar ensures that all the products are good quality and offered at the lowest prices.

17
2.3.7 Core Values

Indianness : Confidence in ourselves.

Leadership : to be a leader, both in thought and business.

Respect and 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 and Positivity : Simplicity and Positivity in our thought, business and
work.

Adaptability : to be flexible and adaptable, to meet new challenges.

Flow : to respect and understand the universal laws of nature.

2.3.8 Certification and Awards

➢ CNBC Awaaz Consumer Awards 2009

• Most Preferred Multi Product Chain - Big Bazaar
• Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar
➢ Images Fashion Forum 2009
• Most Admired Fashion Group Of The Year - Future Group
• Most Admired Private Label - Pantaloons, the lifestyle format
• Critics Choice For Pioneering Effort In Retail Concept Creation - Central
➢ Coca-Cola Golden Spoon Awards 2009
• Most Admired Food & Grocery Retailer Of The Year
• Most Admired Food Court
• Most Admired Food Professional
➢ Indian Retail Forum Awards 2008

18
 • Most Admired Retail Company of the year - Future Group
• Retail Face of the Year - Kishore Biyani
• Best Retailer Of The Year ( Hypermarket) - Big Bazaar
• Future Group was awarded the Most Admired Retail Company of the year by the
Indian Retail Forum at a glittering ceremony organized in Mumbai. Mr. Kishore
Biyani also won Retail Face of the Year.
• India Retail Forum (IRF) is a platform for intellectual insights and information
exchange for the retail business in the Indian subcontinent.
• The forum presents the business of retail in the region to a global audience, with
the express aim of facilitating understanding about and encouraging investment in
this massive marketplace.
• Big Bazaar, the value format of Future Group bagged the Best Retailer Of The
Year Hypermarket.
➢ The INDIASTAR Award 2008
• Food Bazaar: Best Packaging Innovation
• Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in
India, for its private label brand Fresh And Pure Chakki Atta.
• INDIASTAR Award is a biennial event which aims to promote and encourage
excellence in packaging design, innovation and technology. The contest was
established in 1972 and is considered as the most popular and premier event for
India’s packaging fraternity. This year there were around 357 entries and the
participants had to submit a sample of their designs for selection.
• With this award, Pantaloon Retail (India) Limited becomes the first Indian
Retailer to win the prestigious INDIASTAR Award.
➢ Retail Asia Pacific Top 500 Awards
• International Retailer of the year-Pantaloon Retail (India) Ltd. The National
retail federation is the largest retail trade association with over 1.4 million

19
 member organizations in the US and across the world. Some of the participants
of this award include Metro AG, Carrefour, Ito-Yokado, Zara and Boticario.
➢ Ernst & YOUNG Entrepreneur of the year Award
• Ernst & Young Entrepreneur of the year (Services)- Kishore Biyani
• Considered to be one of the most prestigious business awards in India, a jury
comprising leading names in Indain business selected the winners based on
courage, creativity, passion, endurance and vision.
➢ Images Retail Awards
• Best value retail store – Big Bazaar
• Best retail destination – Big Bazaar
• Best food & grocery store – Food Bazaar
• Retail face of the year – Kishore Biyani
• The images retail awards are decided through a nationwide consumer &
industry poll and nominations followed by performance assessment by team of
analysts and jury Readers’ Digest Awards.

2.3.9 Main Products

Apparel and Accessories for Men, Women and Children, Baby Accessories,
Cosmetics, Crockery, Dress materials suiting and shirting, Electronics, Footwear, Toys,
Home textiles, Home needs, Grocery and Staples, Fruits and Vegetables, Beverages,
Bread Dairy and Eggs, Personal care, Kids utilities, Household appliances, Household
plastics, Luggage, Linens, Stationery, Utensils and Utilities.

20
 Crockery Toys

Electronics Cosmetics

Footwear

21
PRIVATE LABEL BRANDS :

FASHION BRANDS

FMCG BRANDS

ELECTRONICS BRANDS

22
 2.3.10 Organization structure

FUTURE
GROUP

CAPITAL BRANDS SPACE RETAILS MEDIA LOGISTIC

S

LIFE VALUE
STYLES RETAILING
RETAILING VENTURE

PANTALO CENTRAL BLUE ALL

ONS SKY

BIG FOOD FASHION

BAZAAR BAZAAR STATION

23
 President

Vice
President

Marketing HR Category Finance Operation

Manager Manager Head

Marketing HR Head Category Finance Store

Head Head Manager
Head

24
 Store Manager

Asst Store Manager

Dept HR Marketing Administrati Info Sales

Manager Manage on Manager
r

Asst DM Security
Maintenance Cashier
Visual
CSD
Merchandising

Team House
Leader keeping
Asst DM

Team
Member

25
 CHAPTER-II

DEPARTMENTAL FUNCTIONS

3.1 Introduction

This chapter deals with the various departments like Operation/Sales

department, Human Resource department, Visual merchandising department, Logistics
department, Billing/Cash department, Customer Service Desk (CSD), Administration,
Maintenance.

OPERATIONS/SALES DEPARTMENT

Retail is the sale of goods and services from individuals or businesses to the end-
user. Retailers are part of an integrated system called the supply chain. A retailer
purchases goods or products in large quantities from manufacturers directly or through a
wholesale, and then sells smaller quantities to the consumer for a profit. Retailing can be
done in either fixed locations like stores or markets, door-to-door or by delivery.
Retailing includes subordinated services, such as delivery. The term "retailer" is also
applied where a service provider services the needs of a large number of individuals, such
as for the public. Shops may be on residential streets, streets with few or no houses or in a
shopping mall. Shopping streets may be for pedestrians only. Sometimes a shopping
street has a partial or full roof to protect customers from precipitation. Online retailing, a
type of electronic commerce used for business-to-consumer (B2C) transactions and mail
order, are forms of non-shop retailing.

26
 Part time
Electronic team
DM/ADM TL
s members
full time

Part time
KIDS team
TL
FASHION members
Full time
DM/ADM
Part time
Mens team
TL
Fashion members
full time

Toys, Part time

team
Departments DM/ADM Footwear, TL
members
luggage Full time

Part time
Ladies team
TL
Fashion members
Full time
DM/ADM
Part time
Home team
TL
Fashion members
Full time

Part time
Food team
DM/ADM TL
bazaar members
Full time

DM – DEPARTMENT MANAGER

ADM - ASSISTANT DEPARTMENT MANAGER

TL – TEAM LEADER

Each department will be assigned with targets which have to be achieved within
the assigned period that may be of daily, weekly, monthly and yearly. Each department
has a Department Manager (DM) & Assist DM. Their job is concerned mainly with sales.
They look after customer’s orders delivery, post sale service if any etc. All Dept
managers, ADM, team members work under coordination and cooperation.

DM( Department Managers)

27
 • Sales Target achievement
• Reduce shrinkage (The loss of inventory that can be attributed to factors including
employee theft, shoplifting, administrative error, vendor fraud, damage in transit
or in store and cashier errors that benefit the customer. Shrinkage is the difference
between recorded and actual inventory. )
• Maintain stock of products
• Give ideas to team leaders about floor design.
• Maintain man power in the department
• Give trainings to team members
• Make sure about the profitability of the department.
• Give target to the team leaders.
• Immediate report to the asst. Store kartha/manager about the staff/ employees and
other department details.
• Conduct Saturday meetings with the team members.
• Offer updating in the department for the customers.

ADM (Asst. Department Managers)

• Monthly sales target achievement

• Shrinkage control (The loss of inventory that can be attributed to factors including
employee theft, shoplifting, administrative error, vendor fraud, damage in transit
or in store and cashier errors that benefit the customer. Shrinkage is the difference
between recorded and actual inventory. )
• Give proper on the job training for staff.
• SOP(standard operating plans) happens smoothly in the organisation
• Offer updating for the customer in different products.

TL (Team Leader)

28
 • Opening and closing of departments.(entering daily stock details in team leaders
stock register.)
• Achieve weekly sales targets
• Immediate superior is ADM about the staff or other details about the departments.
• Arrangement of team members leave and off days
• Maintain staff for every single day.
• Overall Control on team members.

HUMAN RESOURCE DEPARTMENT

Human resource management (HRM or simply HR) is the management of an

organization's workforce, or human resources. It is responsible for the attraction,
selection, training, assessment, and rewarding of employees, while also overseeing
organizational leadership and culture, and ensuring compliance with employment and
labour laws. In circumstances where employees desire and are legally authorized to hold
a collective bargaining agreement, HR will also serve as the company's primary liaison
with the employees' representatives (usually a labour union).

HR is a product of the human relations movement of the early 20th century, when
researchers began documenting ways of creating business value through the strategic
management of the workforce. The function was initially dominated by transactional
work such as payroll and benefits administration, but due to globalization, company
consolidation, technological advancement, and further research, HR now focuses on
strategic initiatives like mergers and acquisitions, talent management, succession
planning, industrial and labour relations, and diversity and inclusion.

29
 Store Manager/Kartha Area HR

Store HR

The HR department of Big Bazaar is very dynamic. Employees are the biggest
strength and asset of any organization and the HR dept realises this very well. This is
very evident from the way the HR department handles all its employees. They take
utmost care to select, train, motivate and retain all the employees. They have continuous
developmental programmes for all the employees.

HUMAN RESOUCE FUNCTIONS AND PROCEDURES

1) Recruitment:
Recruitment to band 1 employees is only done by the Store HR. The recruitment is
mainly through walk in interviews, and referrals. A database for future
recruitments are also maintained which mainly contains the bio-data’s of
applicants. Recruitment to band 2 is done through campus recruitments and
promotions which is done by Regional manager and Area Manager.

2) Personal record keeping:

30
 It is the duty of the store HR to maintain all the personal files of employees in the
store. The documents which go into a personal file are:
• Duly filled in application form
• Bio-data
• Interview assessment form
• Offer Letter
• Appointment letter
• Certificates (DOB proof, educational qualification, address proof etc, experience
certificate)
• 8 passport size photos
• KRA
• Confirmation letter
• Increment letter
• Appraisal form
• Warning letters
• Leave letters etc..

3) Training and Development:

Future Learning and Development (FLDL) designs and coordinate the training
program for employees. The training calendar is send to all stores and the store
HR nominates employees for various training programs as required. Various
training programs are: Prarambh, Pragathi Sarathi, Personality development,
Aadhar, etc

4) Performance Appraisal:
Appraisal is done every April, and is done by concerned reporting authority and
reviewed by the next senior officer. When an employee is newly joined he is in
probation period of six months. In this period the employee is appraised by the

31
 concerned department managers and send it to H.R, if he is suitable he will be
confirmed. Otherwise probation period will be extended to two or three months and
again review the performance. Appraisal is done based on KRA’s and the 9 values.
Some of the KRA’s of Team members are Annual Business plan, grooming
standards, attendance etc.

Some of the KRA’s of Department managers are Annual Business plan,

Shrinkage, Department attrition etc.

5) Salary administration:
Salary is processed and credited by the Head office, the store H.R update the
details regarding leaves and no. of working days
Salary of band 1 employees consists of
• Basic pay
• HRA
• Conveyance Allowance
• Adhoc Allowance
Deductions: PF, ESI, Professional Tax,
Time office:
• The store works in two shifts or staggered timings
• Each shift will be 9 hours including one lunch break and tea breaks each for a full
work day
• Normally the store opens at 10 am

Shift timings :

• 2 shifts : 10:00 am to 6:45pm and 12:30pm to 9:30pm

• Every employee should get one day off in a week, mutually agreed by the
SM/ASM/DM on any day between Monday & Friday

• It is compulsory to sign in an attendance register / use the swipe card

32
Process of availing leave

• All applications for leave must be made in advance through the printed form of
Leave Application.

• The application form has to be approved by the employee’s HOD / Immediate

Manager and passed to HR.

• It is an employee’s responsibility to ensure that the duly approved leave is

received by the HR including details on type of leave and reason for leave.

Compensatory off

• All employees authorized to work on their weekly off/declared holidays

• Any compensatory off needs to be availed within 90 days from the eligible date.
Encashment of compensatory off is permissible

Leave

In probation period they have only six leaves. It is known as all purpose leave.
When the employees are confirmed there is no increase in salary. The employees get a
benefit of 30 days leave and other allowances. There is only one week off. The
corresponding DM’s take decision upon weekly off.

• The year for calculation of leave would be the financial year i.e., 1st July

All purpose leave (apl)

• Leave accumulation will be permissible up to a period of 30 days.

• Only 15 days of leave can be carried forward to the next year.

• Encashment of leave is not permissible during the tenure of service.

• Leave can be encashed only at the time of severance / separation from the
company.
33
 • Leave will be encashed at the time of full and final settlement.

6) Employee Benefits:
• Quarterly perk
• Employee Discount Card
• Library
• Gift vouchers( after marriage and child birth)
• Locker Facility
• Uniforms
• Salary advance
• Mobile phones for Store management Team
7) Employee engagement activities:
Various employee engagement activities are coordinated by HR officer, and they
are, In House Games conducted by colours of thunder. These activities are
considered in connection with the Annual day celebration.
8) Discipline:
• In case of any grievance the employee should first report to the immediate
supervisor, and if not redressed to the H.R.
• In case of theft, the employee will be terminated immediately and in other cases a
show cause notice will be issued and then a warning letter
9) Separation:
Seven days prior notice is to be given in case of employees under probation and
permanent employees need to give 30 days prior notice. Full and final settlement is
done by the Store HR and processed by Zonal office.
10) Statutory duties:
• Monthly and Annual returns of P.F
Are outsourced to Synergy Group
• Monthly and half yearly returns of E.S.I
• Renewal of license under Tamil Nadu Shops and Commercial Establishments Act
• Contract Labour registration renewal

34
 • Displaying list of holidays approved by the labour officer
• Submission of Professional Tax
• Submission Worker’s welfare fund

HR INITIATIVES IN BIG BAZAAR

1) HAPPINESS INDEX:

Builds peoples happiness culture through karta empowerment. Happiness through

Lakshmi (material growth), Saraswathi (Intellectual growth), Durga (emotional growth);
ensures that engaged people demonstrate commitment to accomplished organization’s
goals. People engagement and recognition programs, education initiatives and monetary
incentive schemes achieve this.

2) FUN ZONE:

Is the space to unwind, recharge and to interact with the store teams and the
organization at large. It is a space for people to celebrate their achievements, to air their
ideas and to learn the latest happenings around the group. In short, a space where store
people can set their rules and where they are in charge.

3) STORE GURU:

Are responsible to deliver training on process excellence and product knowledge

in the store and helps the store kartas to turn the store into a centre of excellence for retail
knowledge and skills, building self-sufficiency at the store level.

4) KARMABHALA:

Is the annual performance and development review process. The emphasis is on

building a performance driven culture in order to achieve organizational goals, nurture
and realize peoples career aspirations, through development needs identification and
delivery, it aims at meaningful and engaging work continuously exceeding targets and
achieving more from less.
35
6) PRERANA:

It is the suggestion box. Best suggestion is given award

7) SPARSH:

The “People office factory” economies of scale and drives cost efficiency in the
people office operations. It ensure that some of the critical functions and processes like-
employee life cycle management, compensation and benefits, excellence in data
management and performance management administration run with precision and
predictability.

8) PRARAMBH:

This is designed to induct all new people into retail business. It helps participants
gain an overview of the business and gain interpersonal as well as customer service skills.
I not only equips them with the require product and process knowledge but also the
mindset require to provide customers with an unforgettable experience.

9) PRAGATHI:

Is the training program through which a team leader becomes Assistant

Department Manager.

10) SARATHI:

Is the training process through which a Team Member becomes Team Leader.

11) GURUKUL:

Is an initiative to build self-esteem of people to live life better through the

synchronization of body mind and soul. Gurukool is instrumental to discover the inner
potential and to help enhance self-image or self-respect of people to renew commitment
to self and towards the organization.

36
12) SHIKSHA:

Future Innoversity’s Shiksha is an initiative for all budding professionals working

in various retail formats of the future group to acquire a graduate degree. Shiksha is a
distant learning program offering benefits like convenient timings to suit people’s work
schedule, easy and affordable fee payment options, access to proven practices in Indian
retail and a recognized BBA degree

13) SEEKHO:

Is an MBA/PGPRM program, to encourage employees to complete their higher

education and to develop an internal talent pool for specific roles and responsibilities. It
also encourage and reward consistent and productive employee by aiding with career
development through appreciate higher education.

14) EMPLOYEE OF THE MONTH:

Based on

• Attendance
• Punctuality
• Grooming
• Team work
• Customer Orientation
• Ownership

Employee of the month will be provided with a badge, photo will be displayed in the Fun
Zone, Gift voucher worth 1000 rupees and a trophy.

15) BEST CASHIER

16) TOUR

17) FAMILY MEET OF EMPLOYEES

37
18) WEEKLY VISIT BY DOCTOR

19) EMPLOYEE DISCOUNT CARD

20) ANNUAL DAY CELEBRATIONS

DUTIES & RESPONSIBILITIES

• HR mainly looks employees problems. This department performs the functions

like recruitment, Selection, Training and Development.
• HR check the proper grooming and avail uniform of employees.
• To approve the leave to the employees.
• Maintain the files like Employees attendance, Audit file, Statutory files, etc..
• They conduct various training programs are Prarambh, Pragathi, Sarathi,
Personality development, etc..
• They handle employee relations, payroll, Insurance, benefits and training, ID
cards.
• They also maintain Time office. They used Biometric machine. Employee should
not come after 5 minutes. Monthly 3 times employee will came late.
• This department conducts performance appraisal of all the employees annually in
the month of April.

VISUAL MERCHANDISING DEPARTMENT

“VM is everything the customer sees, both exterior and interior. That create a
positive image of the business and results in attention, interest , desire and action on part
of the cutomer.”

38
 Store
Manager/Ka Regional VM
rtha

Store VM

The Marketing department is responsible for marketing of Big Bazaar’s products

through different media like TV, radio, newspapers, banners, placards etc. The marketing
department has to decide and identify the most effective medium to attract the customers
to Big Bazaar thereby increasing the sales. The department has to design creative and
attractive advertisements through which the company’s products can be promoted to the
customers. The company has to visit different companies and has to enter in tie-ups for
all its advertisement campaign. The marketing department also consists of another
separate department which is known as ‘Visual Merchandising’. Visual merchandising is
an art by which a retailer makes the store talk to its customers. The colours, signage,
lights, look and feel, everything is taken into account. It is very important to figure out
what is the story, the picture, the idea that is being sold to the customers.

Another concept that was incorporated in Big Bazaar from the beginning was that
of ‘Category management’ as opposed to the brand merchandising practice that is
followed by many retailers. Category management is based on the belief that a customer
walks into a store looking for party shirt or a formal trouser, rather than a particular
brand. Therefore the store is designed according to the categories like men’s formal wear,
women’s western wear or a casual wear.

39
 Within the organization too, teams were divided according to the categories that
they managed, rather than the brands. Big Bazaar wanted to have a complete bouquet of
products in each category at different price-points, design, fabric, size and colour. The
objective was to create ‘traffic drivers’ within the Store rather than make brands compete
with each other. Focussing on categories also helped to achieve a level of perfection
within the specific segments. This department is responsible for the attractive product
arrangement in the Store with respect to their nature. The basic function of this
department is it divides the Store into some departments based on the nature of the
product and also within the department it decides how the products should be arranged
keeping in mind the customers taste. It also arranges the products to attract the customers
and also ensure easy availability of products.

Components of VM

There certain thing which a retailer need to take care while proceeding while
displaying their products. These components combined together in a proper ratio will
make a successful outcome.

1. Make merchanting the focal points

The products which are new arrivals or offer products going to be displayed
should be displayed on major areas of the store. The displays should be placed
where the customer’s eye can catch very easily.
2. Right choice of the color is vital
Color is associated with emotions, special occasion and gender. Colors attract
attention and pull more customers to store.
3. Display themes should be appropriately support the products
A theme is a display of sale items of similar categories. Eg:- display of kitchen
accessories. It’s essential to have themes for all retail displays they can be
romantic, wild and capture people imagination.
4. Display and complement with the retailer’s other strategies

40
 If the retailer’s has a specific logo the color of display can reflect the same color of
logo. For eg:- the color is same blue and orange as in Big Bazaar’s logo.
5. Cleanliness
Effective cleaning of showcases and display fixture is required
6. Change the display settings in frequent intervals
Changing the arrangement of the display in regular intervals will initiate ne intrest
about the products in the minds of the customers.

Process of promo work

• Receiving promo from head office

• Consulting with concerned department
• Selecting suitable place for promo
• Sending purchase order to Store Manager and Area Manager
• Placing order to printing worker
• Implementing the promo

Receiving promo from head office

Consulting with concerned department

Selecting suitable place for promo

Sending purchase order to Store Manager and Area Manager

Placing order to printing worker

Implementing tha promo

41
LOGISTICS DEPARTMENT

Logistics is the management of the flow of resources between the point of origin
and the point of consumption in order to meet some requirements, for example, of
customers or corporations. The resources managed in logistics can include physical
items, such as food, materials, equipment, liquids, and staff, as well as abstract items,
such as time, information, particles, and energy. The logistics of physical items usually
involves the integration of information flow, material handling, production, packaging,
inventory, transportation, warehousing, and often security. The complexity of logistics
can be modeled, analyzed, visualized, and optimized by dedicated simulation software.
The minimization of the use of resources is a common motivation.

Store Area Manager

Manager/Kartha for logistics

Store
Logistics

DUTIES & RESPONSIBILITIES

• Logistics is a very important department of Big Bazaar. It is responsible for

procuring the stock of all the products of the different departments.
• The logistics department receives the goods from the warehouse. The
Warehouse of Big Bazaar for the entire South zone is located at Hosakote,
Karnataka.
• The logistics department receives the stock of different goods and verifies
the quantity and quality of the goods with the particulars given in the

42
 ‘Goods Received Statement’ which it receives along with the stock. Then it
checks for any damage in the stock received. If there is no damage in the
stock, after recording it in the ‘Stock Inward Register’ dispatches the goods
to the respective department taking the signature of the Departmental
Manager.
• On the other hand if there is a damage in the goods or if the goods do not
match the details given in the Goods Received Statement, it enters in the
Stock Outward Register and sends it back to the warehouse along with a
Goods Returned Note giving full information regarding the reason for
returning back the goods and the defect or damage in the goods.
• The logistics department receives two truck loads of stock every day. It is
the respective departmental Managers who place an order to the Zonal head
office through e-mail for stock of goods when they feel that the stock has to
be replenished.
• The logistics department works in complete coordination with all the other
departments to ensure that the stocks are received and maintained properly.

BILLING /CASH DEPARTMENT

• This department is responsible for the collection of sales amount i.e., cash
sales. There are in all 5 cash counters in the Store.
• There is a Head Cashier to whom all the cahiers report and submit the total
sales amount collected throughout the day by the cashiers.
• In addition to cash all leading credit and debit cards are accepted at no extra
charge. Also Big Bazaar vouchers and Sodexho coupons are also accepted.

43
 Store Manager/
kartha

Head cashier

Cashier/team
members

• A cashier at the time of opening his billing counter will be given an

opening balance of Rs.1000.
• The cashier has to ensure that all the offers applicable on respective
products are given to the customer in his/ her bill. Also if any free items
are given on some purchases, it should be informed to the customer clearly.
After the billing is done, the cashier has to pack the products neatly in a
plastic cover according to the customer’s needs.
• At the time of closing the billing counter, the cashier has to give a
statement of cash, with all particulars of different denominations of cash,
amount collected through credit cards, amount collected in debit cards,
amount collected in Sodexho coupons & Big Bazaar vouchers and also
amount collected through Credit Notes.

Wednesday Bazaar is a very important and popular event in Big Bazaar. Every
Wednesday fabulous offers and great discounts are given on most of the products.
Customers arrive in large numbers as they realize that it is on Wednesday that products
are offered at the lowest prices On Saturday and Sunday also the customer turnout is
high, as it is on the weekends that most of the customers find time for shopping. They
arrive along with their family to enjoy the shopping experience. Good discounts and

44
offers are also provided to attract more number of customers. Retailing is not just about
selling products - it is about selling an idea. Why do people in shop when they are bored
or depressed? It is not just because they have the money to buy, but because they want to
go through an experience. It is very crucial in retailing to make customers relate to every
product that is being sold, as well as the Store’s environment.

CSD/T24(CUSTOMER SERVICE DESK)

Store Manager/
kartha

Asst.Store
Manager

CSD Head

Team
Members

• This is the separate dept which mainly focuses on customer service like if a
customer finds difficulty in finding any product, if there are any customer
complaints, they are also looked into, any customer assistance etc. is also
provided.
• There is also an Exchange Counter where if a customer is dissatisfied or
wants to exchange the product he/ she has purchased for any reason , the
customers can exchange them within 7 days of their purchase.
• When a customer brings a product for exchange, the product is first
received and checked if it is used or deliberately damaged or tampered
with. If it is in an acceptable condition, then the customer is issued a Credit
Note for that amount (product’s price).

45
 • The customer can then purchase any product for that amount or just take
back the money by en cashing the credit note at a cash counter.
• If the customer buys a product less than the amount in the credit note, the
difference amount will be returned to the customer and on the other hand if
a customer buys a product more than the amount in the credit note, the
customer will be asked to pay the difference amount.
• This department is also responsible for announcing all the offers running in
the store on different products throughout the day. This dept also does gift
wrapping for any product if the customer wants it at free of cost.
• The dept also collects customers’ opinion / feedback for continuous
improvement in their service.
• The ultimate aim of this department is to help and satisfy the customer in
every possible manner and makes the customers’ experience memorable.

ADMINISTRATION DEPARTMENT

Store
Manager/kartha

Adimininistrative

Security House keeping

46
 • The Store administration comes under the Store Manager. Its functions are
store maintenance, housekeeping, security etc.
• The store maintenance is concerned with the proper running of the store in
co-ordination with all the departments. It also has to ensure proper back –
up power supply in times of power cuts.
• The Housekeeping is concerned with keeping all the departments of the
Store clean and neat all the time. Covers and other wastes should be
properly cleaned and the floor is swept regularly to keep it clean.
• The Security section is concerned with the security of the entire store.
Security department keeps a vigilant check on all the people entering and
departing at the various entry and exit points in the store.
• They also maintain all the registers like employees’ attendance register,
stock register, visitors’ register etc.
• They check all customers’ bill before letting them out of the store.
• They ensure orderliness in the store and prevent shrinkage or pilferage of
goods to minimize the loss arising out of it.
• The housekeeping and security are outside agencies employed by the store
on a contract basis to take care of the respective functions.

MAINTENANCE DEPARTMENT

Retail maintenance (RM) differs from other segments of the industry because its
focus is on maintaining and managing retail stores, distribution centers, outlets, lifestyle
centers, strip malls and stand-alone locations supporting retail commerce. RM covers a
wide gamut of functions from general maintenance/repair to disaster preparedness to
preventative maintenance inside and out of the structures’ walls as well as the trades
(heating, electrical, lighting and plumbing, etc.).

The management of retail facilities differs from other segments of the maintenance
industry as it typically consists of hundreds of stores located in multiple sites with a

47
similar footprint to follow brand consistency standards rather than a single location
consisting of a single footprint. A store’s footprint may range from 500 sq. ft. to 50,000
square feet compared to other commercial buildings which can be over 100,000 square
feet.

The retail facilities industry is always challenged to initiate improvements that will
control costs. While the department is a cost center, it is equally an expense reduction
center responsible for identifying innovative ways to reduce expenses and gain
operational efficiencies. Consequently, the FM Department is an integral part of any
retail organization working closing with its stakeholders to provide excellent customer
service.

Generally, retailers’ use three business models to manage their facilities

functions: In-Sourcing; Co-Sourcing and Outsourcing. The In-Sourcing model, which is
the least common today, consists of a retailer having A to Z responsibility for
maintenance from high level fiscal management to general maintenance repair staff
handling the service calls at stores. The Co-Sourcing mode, which is most prevalent
today, consists of the decision making and fiscal management responsibilities residing
with the retailer’s in-house department and the daily maintenance and repair being
outsourcing to third party vendors with specific trade expertise. The Outsourcing model,
which is being adopted by some retailers today, calls for the fiscal management and FM
related decisions along with the general maintenance work to be handed off to a third
party provider. Each model has its pros and cons and used based on the individual
strategies of the retailer.

48
 Store
manager/kar
tha

Manitananc
e

Senior
Executive

Team
Members

• This department is responsible for the maintenance of all the systems of the
Store; all billing machines their functioning networking with the master
machine etc.
• If there is any problem with the machine in any department in the store,
then this department comes into function. This department integrates all
the systems in the store and properly maintains all of them.

CHAPTER – IV

SWOT ANALYSIS, FINDINGS, SUGGESTION AND CONCLUSION

4.1 INTRODUCTION

This chapter deals with SWOT Analysis, Findings, Suggestion and Conclusion.

4.2 SWOT ANALYSIS

4.2.1 Strengths
• Maximum number of varieties
49
 People prefer those places where they can get the maximum products they
need and Big Bazaar provides vast range of products under one roof helping in
attracting customer and their family to shop together and enjoy the experience.
• High brand equity
Big Bazaar has created high brand equity through its promotions and
marketing it has created a different image for its products as the cheap and best.
• Largest chain of retail marketing in India
Big Bazaar is the first retail chain to be started in India and is the largest
and successful until now.
• High capacity investment
Big Bazaar offers 1,70,000 products and owns more than 100 retail stores
all over India and has the strong financial background as being the subsidiary of
future groups which owns the pantaloons which is one of the biggest the industries
in men’s wear in India and have its work is spread all over India. Future group is
one of the leading groups in India.
• Everyday new promotions and schemes of low prices and discounts
Big Bazaar always offers new schemes of low prices and gives discounts in
products like Big Bazaar offers the sabse saste 3 din ( the cheapest 3 days) in
which it offers the lowest of prices than other days. Facilities like online booking
and delivery of goods: It is not just a chain of retail shopping but also provides
online shopping facility to the consumers.
4.2.2 Weaknesses
• Overcrowded
During offers, promotions and even on weekends the place is overcrowded
with people and sometime even there is the situation of closing the store due to it.
• Perception of low price=low quality
Generally people think that if any product has low price then the quality of
the product will be low as they think quality comes with price.

50
 • Targets at the middle class and upper middle class only
It targets at the middle and upper middle class due to which it ignores the
upper and elite class people as they are the cream of the society who are ready to
pay any price for the quality and product they need.
4.2.3 Opportunities:
• Big Bazaar can plan to expand globally by tie-ups
• Entering into high premium segment
• Opportunity to expand into financial services catering to huge segment
• Increased rural penetration can also benefit Big Bazaar

4.2.4 Threats:
• High business risk involved
Big Bazaar investment is very large so it is obvious that there is High
business risk involved.
• Lot of competitors
There are a lot of countries which are planning to enter the Indian market
like Wal-Mart, Carrefour and Tesco which is a big threat to Big Bazaar.
• Less Parking Space
Customers are not satisfied with the parking space availability provided by
Big Bazaar. Hence it’s a threat of Big Bazaar as it may loose its customers because
of less parking space availability. In holidays it will be very difficult for customers
to park their vehicle in Big Bazaar.
• Unorganized retailing
Unorganized retail stores are a threat to the business of big bazaar as now
also people prefer to go to the local stores which are convenient enough for them.

4.3 FINDINGS

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• Big Bazaar is undoubtedly the number one retailer in India. It has built a very
emotional and cordial relationship with its customers.
• It is also very intending to build long term relationship with all its stakeholders which
is very essential for a successful business venture.
• The consumer walk-in, in big bazaar is very high during the offer periods.

• 81% of the customers prefer to visit Big Bazaar due to the availability of the variety
of products.

• 63% of customers of big bazaar expect good offers from big bazaar.

• Most of the customers are satisfied by the quality of the products at Big Bazaar

• Working environment is good and also the various facilities provided helps in
motivating the employees.
• The company is reaching out to all the sections of the society as it is creating a
hypermarket where not only the rich people shop but also the middle and the lower
class customers come to enjoy the whole shopping experience.
• It is found that more than 60% of employees are of the age group of 20-35. From this
it reveals that company is having young and energetic workforce who are very
creative, enthusiastic and also very determined to grow in their career and in turn
helping the company to grow.
• Generally youth and women’s are the main customers at big bazaar.
• Groceries are the main items purchased by the customers and they are aware about big
bazaar brands and mostly are satisfied with them.
• All the customers want that their time should not waste after shopping, number of
cashiers should be increased, waiting process management should be made good.
• Due to availability of all products under one roof and near by their house helps
customers to shop weekly and shop fresh every time.
• Cleanliness and hygienic environment is also the major concern for Big Bazaar.

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• Store layout should also be developed in an efficient manner so that customer can get
things easily.
• According to research I found that most of the people were affected and attracted with
offers and schemes.
• We can also say that location, variety conveniences and economical products are not
the only thing which attract the customer but good customer service is one of the
crucial factor that attract customers. Big Bazaar provide good customer service.
• The highest sales of these products are generated on Wednesday, Saturdays and
Sundays.

4.4 SUGGESTIONS

• Big Bazaar needs to focus more on Customer Relationship Management {CRM} and
improved in-store assistance (Building loyal customers base and developing a more
profitable – loyalty cycle).

• Customer Care Centre to guide and counsel about customer loyalty programs.

• Training must be provided to sales personnel not only of managing there own
counters but for other functions also. Job rotation and training will enhance their
knowledge, job profile and further boost the morale of employees to effectively
perform their duties and responsibilities.

• Exchange offers must be made more simpler as the consumers are often not clear
about how to use them.

• Seating arrangements and child amusement areas can be made available for
customers.

• Customers usually face problem in billing their purchased goods. Waiting in long
queues forces them to leave certain products midway thereby causing loss of sale to
Big Bazaar. So billing counters must be increased and employees at the billing should

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 be given training so that they could bill the products in more efficient fashion in much
lesser time.

• Employees at the billing stations should have the information about the special offers
and the events that are being conducted at the store so they commit lesser mistakes.

• One solution can be that employees can be made wireless billing terminals available
so they can generate bill for the customers anywhere in the store rather than only at
the exit terminals so as to make the exits less crowded .

• Care to be taken to maintain proper inventory levels and the varieties at all times and
offer the customer what is needed rather than offering what is available.

• Stress Buster Exercises can be organized for employees during evenings in sessions as
employees have to stand all throughout the day.

• Offer Home Delivery at a charge below certain billing limit and free of cost above
certain billing limit.

• Offer easy credit facility for frequent customers.

• Offer discounts to frequent customers.

4.5 CONCLUSION

In my summer internship I found importance of all management operations. My

targets like sales at Big Bazaar it is opportunity to know how to interact the
customers. In that time I know the customers different type of mentality. This
summer internship project is useful in so many ways. It helps to have a extent
growth in practical world. This report reveals that there is huge scope for the growth
of organized retailing and improvement of Big Bazaar. It helps to enhance and

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develop my practical skills. The activities that I had learned during training really are
useful for me in future to face challenges in a working environment.

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