A study on store operations of Wellness Forever

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A Summer Internship Project Report
On
“A STUDY ON STORE OPERATIONS IN WELLNESS FOREVER LIFESTYLE

CHEMIST AND SUPERMARKET”
at
“WELLNESS FOREVER MEDICARE PVT LTD”
By
MANOJ RAMESH NALLA
MBA (Operations)
Batch - 2017-19
Under the guidance of
Prof. Vijayashri Gurme
Submitted to
In partial fulfilment of the requirement for the award of Degree of Master in Business
Administration (MBA)
Submitted Through
MIT-WPU’s Faculty of Management(PG), Pune.

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CERTIFICATE
This is to certify that Mr. Manoj Ramesh Nalla of MIT-WPU’s Faculty of Management has
successfully completed the project work title A Study On Store Operations In Wellness
Forever Lifestyle Chemist and Supermarket in partial fulfilment of requirement for the
award of MBA prescribed by the MIT World Peace University, Pune, from 02-05-2018 to 02-
07-2018
This project is the record of authentic work carried out during the academic year 2018 – 2019
Prof. Vijayashri Prof. Dr. T. J. Vidyasagar Prof. Dr. Sayalee Gankar

Gurme Academic & IQAC Head Dean – Faculty of Management
Internal Project (PG), MITWPU
Guide

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DECLARATION
I, Mr. Manoj Ramesh Nalla hereby declare that this project is the record of authentic work
carried out by me during the academic year 2017-18. This project is plagiarism free and has
not been submitted to any other University or Institute towards the award of any degree.
Manoj Ramesh Nalla

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ACKNOWLEDGEMENTS
I would like to offer my sincere gratitude to MITWPU, Pune for opening an opportunity for
me to work at practical end. I would also like to express my gratitude towards Wellness
Forever Medicare Pvt Ltd to provide me an opportunity to experience working environment
in their Store and do this internship project. I am grateful to my project guide Mr. Sanjay
Shevale for his valuable guidance throughout this project.
I am privileged to work in Warehouse and Floor that really added values to my learning and
helped me to foresee my career path. I would like to thank Area Manager Sanjay Shevale,
Human Resource department (Mr. Irfan Attar sir) and staffs who helped me to complete my
project work.
I would also like to express my gratitude to MITWPU’s Faculty of Management (PG), Prof.
Dr. Sayalee Gankar, Dean – Faculty of Management (PG), and Prof. Dr. T. J. Vidyasagar,
Academic and IQAC Head, Faculty of Management (PG), MITWPU for giving me this
wonderful opportunity to work with Wellness Forever Medicare Pvt Ltd.
I am thankful to Prof.Vijayashri Gurme for guiding me throughout the project and providing
right direction to my work during project period.
Manoj Ramesh Nalla

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TABLE OF CONTENTS
Sr.
Particulars Page No.
No.
1 Executive Summary NA
2 Introduction 1
3 Objectives 3
Scope
4 Industry / sector profile 4

Introduction
5 Company Profile 6
Vision mission 7
Achievements accolades, Ratings 7
Global presence 8
Other details 9
Services / Product profile 11
Top competitors 12
6 Literature review 15
Background sources, internet references, models (if any), any other
supportive information.
7 Research Methodology 16
Statement of Problem, Research Hypothesis, Research Design,
Research Tool, Type of research
Population elements and size, Sampling- Sample Size, Sample
frame, Sampling Element, Sampling Technique
Data –Type of Data with method/sources , Data collection-
Procedure displaying Flow chart
8 Data Analysis and Interpretation 20

9 Findings 30
10 Suggestions 31
11 Conclusions 32
12 Contribution To Host Organization 33
Bibliography NA
Appendices NA
Questionnaire
Plagiarism Summary

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List of Tables
Sr. No. Table No. Title Page No.
1 1 Customer purchase Details 20
2 2 Buying Experience 21
3 3 Product Requirement 22
4 4 Visit Details 23

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5 5 WF Vs Competitor Experience 24
6 6 Suggestion to others to Visit WF 25
7 7 Meeting Requirements 26
8 8 Feedback 27
9 9 One Place To Get Medicines and FMCG 28
10 10 Visiting Again and Again 29
List of Charts
Sr. No. Chart No. Title Page No.
1 1 Customer purchase Details 20
2 2 Buying Experience 21
3 3 Product Requirement 22
4 4 Visit Details 23

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5 5 WF Vs Competitor Experience 24
6 6 Suggestion to others to Visit WF 25
7 7 Meeting Requirements 26
8 8 Feedback 27
9 9 One Place To Get Medicines and FMCG 28
10 10 Visiting Again and Again 29

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CHAPTER 1
EXECUTIVE SUMMARY
Chemist and Supermarket combination is now a positive demand increasing day by day in
retail industry. Now whenever we talk about opening a new pharmacy it automatically takes
us to think about chemist and supermarket format store as it also called as superstores. So it
keeps a lot of scope and opportunity which becomes a main cause to enter into retail industry.
According to my point of view I think there is a lot of work to do in operation and I was
fortunate enough that I got my project on operation only in Wellness forever Medicare Pvt.
Ltd. That is “Store operation”.
The India Retail Industry is the largest among all the industries, accounting for over ten per
cent of the country’s GDP and around eight per cent of the employment. The Retail Industry
in India has come forth as one of the most dynamic and fast paced industries with several
players entering the market.
This project has been done in Wellness forever lifestyle chemist and supermarket, Pune as
Operations Intern.
The project store operation was all about:
 To study all the content under the function of store operation.
 Analyse what is going on in practice and how it is performed?
 Study the differences and Match all these with the Store operation manual.
 Suggest required changes/ modification, wherever necessary.
 See, will it be helpful for the organization in terms of profit maximization with the
help of more & more DELIGHTED customer

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CHAPTER 2
INTRODUCTION
Typically, when people use the term retail store operations, they’re referring to most of the functions
and jobs in stores. How the term translates for individual operations depends on the type of store
and the specific company’s organizational chart.
So, retail operations can encompass everything about how a store operates each day. If we think
about it linearly, we can see examples of responsibilities. Start with choosing the store’s location
and designing the store. Then think about how the store plans, orders, and adjusts its product
inventory: How it prices items and displays them in the store, under what lighting, in what
arrangement, and with what signs. How it treats its customers throughout the store experience, from
entry to exit. How it handles cash and credit. How it handles returns and refunds. How it handles
price markdowns and sales. How it manages its staff and maintains its premises. How it handles
data about customers, products, sales, and revenue. All of this can fall under the field of retail
operations.
In larger retail businesses, some of the functions may fall outside of what they call their operations
department. For example, they may have departments for finance and/or accounting, marketing,
human resources, and IT. Sometimes those departments exist at the corporate level but less so at
individual stores, where more jobs may fall under operations. At smaller stores, nearly every
position may fall under operations. It all depends on the definitions of the individual business. For
the purposes of this article, we’ll take the widest view of retail operations as a field.
Retail can fall under goods or services. Some stores are both. A retail clothing store is mostly goods.
A dry-cleaner offers a service. A tire store sells both a product (tires) and service (installation).
Traditionally, the term store meant a brick-and-mortar store, but increasingly people blur the
distinction, even referring to online stores. The term retail clearly applies to both physical stores and
online operations. Each year, more and more sales are made online as consumer habits continue to
change, and as the nature of competition changes.
The next six sections provide a more detailed overview of responsibilities that may fall under the
field of retail store operations:
 Design

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 Customer Service
 Cash, Fraud, and Internal Controls
 Product Inventory
 Administration
 Store Management
The need behind selection of the subject Retail and the project topic “Store Operation” is to
Know about the industry that is booming and the operation inside the store and organization.
Under this topic they gave me the training of all about Admin, VM, All Departments, Cash
counter, Supply chain Management, Warehouse Management Etc.
As retailing concept is essentially a customer oriented, companywide approach to developing

and implementing in marketing strategy. It provides guidelines which must be followed by all
retailers irrespective of their size, channel design and medium of selling and processing all
this has to be programmed operationally for this certain procedure and functions are to be
followed which are certainly described under this project as “Store Operation” in Wellness
Forever Medicare Private Limited.
For the store they wanted to know that is all the operation inside the store going in right way
or not?
MARKET SIZE:
India’s retail market is expected to nearly double to us$ 1 trillion by 2020, driven by income
growth, urbanisation and attitudinal shifts. While the overall retail market is expected to grow
at 12 per cent per annum, modern trade world expands twice as fast at 20 per cent per annum
and traditional trade at 10 per cent.
India is expected to become the world’s fastest growing ecommerce market, driven by robust
investment in the sector and rapid increase in the number of internet users. Various agencies
have high expectations about growth of Indian e-commerce markets. The size of modern
retail in India is expected to double to RS 171,800 crore.

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CHAPTER 3
OBJECTIVES
3.1 Objective of project:
Since being a area manager you should know each and everything under the store operation,
so knowledge about each &every area is must as:
1. To study and understand the Customer Profile.
2. To identify the competing retail stores for Wellness Forever.
3. To study and analyse the Shopping experience and the Level of satisfaction at
Wellness Forever store.
4. To provide desired level of customer service, to allow cost-efficient operations, and to

minimize the inventory investment.
3.2 Scope:
1. The Summer report prepared will be useful for the Company for reference & will
work as secondary information
2. This project will give customers an idea about organizational structure of the
company, overall functioning of the company, process of the company, and brief history of
the company.
3. Suggestions provided in the project are best of knowledge of the and can be useful for
company.
3.3 Limitations:
1. Time constraint.
2. Not able to work on cash related data such as Petty cash etc.
3. Not able to work in whole processes of the stores.

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CHAPTER 4
INDUSTRY/ SECTORE PROFILE
4.1 INTRODUCTION
Wellness forever is just not a pharmacy, but it fulfils the needs of community pharmacy with
wide range of medicines along with product categories like Wellness, Beauty personal care
and other daily necessity.
Round the clock services, availability of qualified pharmacist and experiences customer care
executives to council the customers are among the few qualities which sets apart Wellness
Forever from other service providers in the category.
Retail chain pharmacy is considered as a sunrise service industry in India. It is still in its
nascent stage and has tremendous scope to grow in the future. At present in India, there are
approximately 25 chains with total outlets aggregating to 3000.
“Retail chain pharmacy has bright future since the customers can get all the required
medicines at reasonable rates.”
By easing FDI norms in multi-brand retail and opening up door to global chains such as
Walmart and Tesco, India to see an exponential growth in retail chain pharmacy sector.
Worldwide there is remarkable changes in disease pattern from the last two decades where in
number of patients are on higher side in lifestyle disease category as compared to infectious
or general diseases.
As now, the disposable income is gradually increasing; young generation is spending a huge
amount of their income in personal care and wellness products.
Indian being a developing country, the economic growth is rapidly increasing and multiple
kinds of businesses are emerging which makes an ideal platform for retail companies to grow
and have booming business.
In India, Wellness Forever is first one and unique Retail Pharmacy model, which stock &
sells wide range of Pharmaceutical & Wellness products in customer friendly self browsing
format.

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Traditionally local pharmacies in the size of 150 to 300 Sq. ft having their limitations in terms
of number of products which cannot fulfil all the requirements in pharmaceutical and
wellness category. So why, organised retail chains keeping their pharmacy sizes ranging from
500 to 1000 Sq. ft. to keep wide range of medicines and other wellness products under one
roof.
Today after six years of inception, Wellness Forever stands tall with the network of 110 retail
pharmacy outlets which includes 102 convenient pharmacies and 8 hospital pharmacies.
All 110 Wellness Forever retail pharmacies being professionally and efficiently managed by
pool of 2000 skilled and talented professionals which includes 300 qualified and registered
pharmacists.

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CHAPTER 5
COMPANY PROFILE
The India Retail Industry is the largest among all the industries, accounting for over 10 per
cent of the country’s GDP and around 8 per cent of the employment. The Retail Industry in
India has come forth as one of the most dynamic and fast paced industries with several
players entering the market. But all of them have not yet tasted success because of the heavy
initial investments that are required to break even with other companies and compete with
them. The India Retail Industry is gradually inching its way towards becoming the next boom
industry.
Headquartered in Mumbai, Wellness Forever is a one-stop-shop for a comprehensive range of

pharma, medical, lifestyle, wellness and FMCG products, as well as medical devices. With a
store count of 70 outlets, the retailer currently operates a chain of 24 x 7 day and night stores
in Mumbai, Pune, Nashik, Belgaum, and rest of Maharashtra. Recently, Wellness Forever
raised Rs 200 million in a maiden equity round and has also launched its Zero Error
Distribution Centre, state-of-the-art warehousing facility for pharma, lifestyle, wellness and
FMCG products. Gulshan Bakhtiani, Co-Founder and Director-Finance & Strategy, Wellness
Forever talks to Point-of-Purchase about strengthening its retail strategy to cater to a greater
customer base.
Wellness Forver was established in Feb 2008 by three directors Ashraf Biran, Gulshan
Bakhtiani, Mohan Chavan.
[ CITATION www18 \l 16393 ]

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5.1 MISSION AND VISION
MISSION – “To create India’s most respected chain of Pharmacies & Wellness Stores by the
year 2020”
VISION – Our vision is to create a chain of branded pharmacies (Including Hospital

Pharmacies), which will deliver to the unmatched performance in
• Availability of products.
• Lowering healthcare cost.
• Value added services
• A human approach to business.
5.2 ACHIEVEMENTS
 “Retail Leadership Award for Marketing Excellence” by Indira Group of institutes, Pune
in 2013.
 “Most Admired Pharmacy of the year “Award by CBME India in 2014.
 Best achiever award premium label , best achiever award business & best achiever
leadership award

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5.3 GLOBAL PRESENCE
Company Name WELLNESS FOREVER MEDICARE PVT LTD
Year of Establishment 2008

Nature of Business Retail
Reg. Office Palai Plaza, 401, 4th floor, Plot no.09, C.S. No.30/10,
Opp. Pritam Hotel, Dadar Matunga Division, Kohinoor
Road, Dadar (East), Mumbai, 400014, India
Contact No. 020-26169713/14
Branch Office Office no.124, Akshay Complex, Dhole Patil Road,
Pune-411001

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5.4 OTHER DETAILS
5.4.1 Strengths & Benefits
Training and development.
Technological advantage.
350+ qualified pharmacists.
ZEDC – A Hi-tech 100,000 sqft logistics and warehousing facility to procure, store and
dispatch medicines and wellness products round the clock in the most efficient manner.
5.4.2 ABOUT DIRECTORS
Mr. Ashraf Mohammed Biran
Director
Mr. Ashraf Biran is a pharmacist and has been in the pharmacy business since 1980. Having
started his pharma journey with a small outlet, Ashraf has grown his enterprise through
building expertise in retail operations. Managing retail as well as in house hospital
pharmacies is his core strength. In the recent few years he has grown his operations by virtue
of bringing a turnaround for loss making pharmacy stores and adding new stores across
Mumbai.
Mr. Gulshan Haresh Bakhtiani
Director
Mr. Gulshan Bakhtiani is a science graduate and started his pharma career as a medical
representative. Gulshan, before starting his retail store was the Area Sales Manager with a
leading Indian pharmaceutical company. He has built his operations by carving a niche in bio
medical products and hospital supplies. Gulshan has more than 20 years of retailing
experience and has an extensive knowledge in orthopaedic implants and diagnostic products.

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Mr. Mohan Ganpat Chavan
Director
Mr. Mohan Chavan having started his career as a sales representative, in 1985, is now a key
pharmaceutical distributor in western India. Mohan started his enterprise through wholesale
of medicines and today has the logistics and distribution rights of more than 50 leading
pharma companies. Mohan brings in the expertise of large supplies and has successfully
turnaround two wholesale units.
5.4.3 CSR ACTIVITIES
WOMAN’S DAY 2015
We had a activity for Women’s day with Cetaphil, activity details are as follows:
We had kept a drop box with many cards. The Women Customers can write “the best
compliment they have ever received” on the card and puts it in drop box.
On women’s day (end of the day 7th March, in the evening) the store manager had selected
the best answer /compliment and call the winner congratulating for winning the award.
The winner had got a Cetaphil Hamper.
ASTITVA EVENT AT SNDT COLLEGE, JUHU
JDBIMS Holds an Annual Management Symposium ‘ASTITVA’ based on a relevant and

contemporary theme. This year it will be held on March 14, 2015, and the theme is ‘Ethics
and Professions’.
Eminent speakers from various professions such as HR, Law, Global Management, Medicine
and Accounting has participated. Students from various management institutes located in
Mumbai has attend this event.
We have provided a sponsorship of Rs. 10,000 /- for organizing the symposium.
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5.5 SERVICE AND PRODUCT PROFILE
LIFESTYLE PRODUCTS
Beverages
Processed Food
Food Supplements
Personal Care
Hair Care
Skin Care
Baby Care
Feminine Hygiene
Men’s Grooming
Home Care
PHARMACY PRODUCTS
Medicines
Diagnostics
Surgical
Re Habitation Products
Life Saving Drugs
Ayurveda Medicines
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5.6 TOP COMPETITORS
1. 1mg.com
1mg is an online pharmacy that allows users to order prescription-based medicines, protein
supplements, medical devices and personal care products.
1mg's headquarters is in Gurgaon, Haryana. 1mg has a revenue of $3M, and 387 employees.
1mg has received funding from investors such as HBM Healthcare Investments, Sequoia
India, and Maverick Capital Ventures. 1mg's main competitors are Pharm Easy, NetMeds and
CareOnGo. As of May 2018, 1mg has 170.6K fans on Facebook and 2.3K followers on
Twitter.
2. netmeds.com
NetMeds is an online pharmacy that allows users to buy prescription medicines and
healthcare products.
NetMeds's headquarters is in Chennai, Tamil Nadu. NetMeds has a revenue of $1M, and 279
employees. NetMeds has received a total of $64M in funding. NetMeds's main competitors
are 1mg, HealthSaverz and CareOnGo. As of March 2017, NetMeds has 242.6K fans on
Facebook and 1.8K followers on Twitter.
3. pharmeasy.in
Pharm Easy is a mobile application that allows users to order medicines, schedule diagnostic
tests and set dosage reminders.
Pharm Easy is a Private company. Dharmil Sheth is the Co-Founder of Pharm Easy and has
an approval rating of 63 from Owler members. Bessemer Venture Partners, Orio’s Venture
Partners, and Manipal Group are some of PharmEasy's investors. PharmEasy's top competitor
is NetMeds, led by Pradeep Dadha, who is their Founder & CEO. Pharm Easy has 2,092
followers on Owler.
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4. medidart.com
Medidart is an online pharmacy that offers home delivery of both prescription and non-
prescription medications.
Medidart's headquarters is in Robertson pet, Karnataka. Kiran Diva Karan is the Founder of
Medidart. Medidart's main competitors are Plus, NetMeds and Quikpills. Medidart has 39
followers on Owler.
5. careongo.com
CareOnGo is an online pharmacy store that delivers medicines, generics, baby care, women
care, pet care, Ayurveda and general health products.
CareOnGo's headquarters is located in New Delhi, Delhi. Aditya Kandoi is the Co-Founder of
CareOnGo and has an approval rating of 67 from Owler members. CareOnGo has received a
total of $300K in funding. CareOnGo's top competitor is NetMeds, led by Pradeep Dadha,
who is their Founder & CEO. CareOnGo has 965 followers on Owler.
6. healthsaverz.com
HealthSaverz is a mobile based application platform that helps users to order medicines from
pharmacies.
HealthSaverz is a Private company. HealthSaverz has a revenue of $1M, and 66 employees.

HealthSaverz's top competitor is mChemist, led by Rajiv Gulati, who is their Founder.
HealthSaverz has 1,462 followers on Owler.
7. mchemist.com
mChemist is an online pharmacy to buy prescription medicines in India.
mChemist is headquartered in New Delhi, Delhi. Rajiv Gulati is the Founder of mChemist.
mChemist's main competitors are 1mg, Buy drug and Mera Pharmacy. As of May 2018,
mchemist has 28.8K fans on Facebook and 29 followers on Twitter.
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8. clickoncare.com
ClickOnCare is an online marketplace that allows users to shop for nutrition supplements,
skin and hair care products.
ClickOnCare's headquarters is located in Bangalore, Karnataka. For every employee,

ClickOnCare generates $148K in revenue. ClickOnCare's top competitor is Health Kart, led
by Sameer Mahesh Wari, who is their Managing Director. ClickOnCare has 861 followers on
Owler.
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CHAPTER 6
LITERATURE REVIEW
Thompson & Chen (1998), Retail store image is shown to play an important role in store
patronage, and it is widely accepted and approved that psychological factors have a
significant role in store image formation. Past research has often involved the measurement
of a tangible attributes, or links between store images and consumers’ self-images. This study
was undertaken to move to the next stage by exploring the link between perceived store
image and the personal values which underlie behavioural choices and expectations. The
relating to pleasure values of enjoyment and happiness and quality of life were found to be
the terminal values most sought by consumers in association with store image. These were
linked through the consequence nice feeling to the tangible attributes of price, quality and
reputation. The study clarifies something by giving an application of means-end methodology
in a retail environment, and the results provide a platform for fashion store image and
positioning strategies. Suggestions and recommendations for further research are made.
Steve & Carralero (2000), To prove that for many retailers, competitive advantage in the
home market has been based upon the development of strong store and corporate images as
retailers strive to develop themselves as brands in their own right. The formation of store
image, comprising both tangible and intangible dimensions, compounds problems of moving
into international markets as consumers in the host environment are less familiar with the
intangible dimensions of image, which have been built upon time with exposure to the retail
company. Retail companies therefore need to fully study and understand the importance of
image in competitive positioning and the components of store image before attempting to
replicate this image and positioning overseas. Exploring these issues with reference to Marks
& Spencer and the company’s entry into the Spanish market. A survey of customer
perceptions of a range of store image attributes in the UK and Spain reveals differences and
similarities in perceptions, which must be managed if a standard manner position is to be
sought in the host market.
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CHAPTER 7
RESEARCH METHODOLOGY
Research methodology is to discover answer to question through the Application of scientific

procedures the main aim of research is to find out the truth which is hidden and which has not
been discovered as yet. Marketing research is the careful analysis of a business situation by
scientifically analysing it and using various statistical applications to the subject of study.
Research is the process of finding a solution through the use of scientific tools and
techniques. Marketing research is a methodical and purposeful study conducted to obtain
solution for specific marketing problem.
As far as method is concerned, I preferred personal interview or face to face meeting to

ensure accurate information and encourage frank response to questions. At the same time
telephone was not possible.
While framing the questionnaire, I tried to list a series of question, which could elicit the
needed information for proposed study. Questions, which were of no particular value for the
study objectives, were not included. I also tried to keep in mind the respondents’
understanding capacity, ability to recall the information and his experience limits. I didn’t
include those.
Questions in the questionnaire, which could have raised misconception and promoted non-
cooperation on their part.
However, in the questionnaire I used simple words, which were easy to understand, and
beyond any doubt. In the same way ambiguous questions were not included and questions
were arranged in a logical order.
7.1 Sources of Data
1. Primary Data-
Data observed or collected directly from first-hand experience. Primary data is data that has
not been previously published i.e. data is derived from a new or original research study and
collected at the source. An advantage of using primary data is that researchers are collecting
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information for the specific purpose of their study. Researchers collect the data themselves,
using surveys, interviews and direct observations.
In this project primary data is collected for calculation and observation of whole production
process such as cycle time of machine, number of operators, scrap %, OEE, downtime, etc by
using sources such as
 Interviews
 Observation
2. Secondary data-
Secondary data refers to data that was collected by someone else. Common sources of
secondary data include government websites, organizational records, research papers, etc.
In this project secondary data is used to understand the concept of value stream mapping and
Kanban system. This data is obtained from different sources such as
 Magazines
 Pamphlets
 Sales Report
 Broachers
7.2 Research design-
There are three types of research designs as follows
1. Exploratory research: The objective of exploratory research is to gather preliminary

information that will help define problems and suggest hypotheses.
2. Descriptive research: The objective of descriptive research is to describe the

characteristics of various aspects, such as the market potential for a product or the
demographics and attitudes of consumers who buy the product.
3. Causal research: The objective of causal research is to test hypotheses about cause-
and-effect relationships. If the objective is to determine which variable might be
causing a certain behavior, i.e. whether there is a cause and effect relationship
between variables, causal research must be undertaken. In order to determine
causality, it is important to hold the variable that is assumed to cause the change in the
other variable(s) constant and then measure the changes in the other variable(s).
In this project Exploratory Research design is used
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Exploratory research is research conducted for a problem that has not been studied more
clearly, intended to establish priorities, develop operational definitions and improve the final
research design. Exploratory research helps determine the best research design, data-
collection method and selection of subjects. It should draw definitive conclusions only with
extreme caution. Given its fundamental nature
Exploratory research often relies on techniques such as:
 secondary research - such as reviewing available literature and/or data

 informal qualitative approaches, such as discussions with consumers, employees,
management or competitors
 formal qualitative research through in-depth interviews, focus groups, projective
methods, case studies or pilot studies
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RESESRCH INSTRUMENT
The research instruments generally used to collect primary data are questionnaires and
mechanical instrument. Some of these are;
• Questionnaire: - Questionnaire are formal sets of questions, prepare to collect the

require information. this is one of the most effective and popular technique used in survey.
Questionnaire is a tool which provides right information.
• Sampling: - Proper sampling design is essential in marketing research so the sample

has to be collecting in such a way that it represents the entire population. My project is based
on consumer awareness so I am taking sample of those people who shop regularly.
• Sample unit: - The portion of the population that researcher need to target and that
represent the entire population is known as a sample unit. So I am targeting those customers
who shop regular and visit store regularly
• Collecting of data: - In dealing with customers it is often found that data, at hand are
inadequate, and hence it became necessary to collect data that are appropriate and adequate.
There are two ways of collecting the appropriate data: -
• By observation: This method implies the collection of information by investigator’s

own observation, without interviewing the respondents’. In survey many times I observed
that is what the reason to damages and shortage of goods are.
• Personal interview: I have also collected my data through Personal interview. I made
a well-structured questionnaire and asked them what the reason of damages and shortages
are.
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CHAPTER 8
DATA ANALYSIS AND INTERPRETATION
Questionnaire
Q,1 Do you like to purchase in Wellness Forever?
PARAMETERS YES NO
RESPONSES 85% 15%
Table no. 1 - Customer Purchase Details
Chart no. 1- Customer Purchase Details
Interpretation: According to the survey 85% people like to purchase at Wellness Forever
where as 15% people don’t like to purchase.
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Q.2 How was your buying experience?
PARAMETERS BEST GOOD AVERAGE NOT GOOD

RESPONSES 40% 50% 10% 0%
Table no. 2- Buying Experience
Chart no. 2- Buying Experience
Interpretation: According to the survey, 40% people felt best buying experience, 50%
people felt good buying experience, 10% people felt average and no one felt bad experience.
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Q.3 Do you get every time what you require ?
PARAMETERS YES NO
RESPONSES 55% 45%
Table no. 3- Product Requirement
Chart no. 3- Product Requirement
Interpretation: At every visit of customer they get 55% what they require and 45% don’t get
what they require.
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Q.4 How frequently you visit Wellness Forever?
PARAMETERS Daily 2-3 times a 3-4 times a 4-5 times a

week month year
RESPONSES 10% 35% 45% 10%
Table no. 4- Visit Details
Chart no. 4- Visit Details
Interpretation: There are 10% of people who visit daily and 4-5 times a year and 45% who
visit 3-4 times a month and 35% who visit 2-3 times in a week.
Q.5 As compared to other retail stores how you feel experience at Wellness Forever?
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PARAMETERS BEST GOOD AVERAGE NOT GOOD

RESPONSES 40% 40% 20% 0%
Table no. 5- WF Vs Competitor Experience
Chart no. 5- WF Vs Competitor Experience
Interpretation: The experience as compared to other competitors’ customer felt 40% best,
40% good, 20% average and no one felt bad.
Q.6 Do you suggest others to visit Wellness Forever?
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PARAMETERS YES NO
RESPONSES 90% 10%
Table no. 6- Suggestion to others to Visit WF
Chart no. 6- Suggestion to others to Visit WF
Interpretation: The people who are regular visitors to store are 90% interested in giving
suggestions to others to visit our store and only 10% are not interested.
Q.7 How well does our products meets your needs?
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PARAMETERS VERY WELL WELL FINE BADLY

RESPONSES 30% 50% 20% 0%
Table no. 7- Meeting Requirements
Chart no. 7- Meeting Requirements
Interpretation: According to survey, 30% people very well satisfied, 50% people are well
satisfied, 20% people are fine satisfied and 0% are badly satisfied for meeting their
requirements in terms of our products.
Q.8 How easy it is to find our website in terms of giving suggestions and feedbacks?
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PARAMETERS VERY DIFFICULT DIFFICULT REGULAR EASY VERY EASY

RESPONSES 5% 15% 40% 30% 10%
Table no. 8- Feedback
Chart no. 8- Feedback
Interpretation: In terms of giving suggestions and feedbacks our website is 5% very

difficult, 15% difficult, 40% regular, 30% easy and 10% very easy to find.
Q.9 To what extend do you agree with the following statement: The company made it easy to
get medicine and FMCG at one place?
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PARAMETERS STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

RESPONSES 25% 55% 10% 5% 5%
Table no. 9- One Place To Get Medicines and FMCG
Chart no. 9- One Place To Get Medicines and FMCG
Interpretation: According to survey, 25% strongly agreed, 55% agreed, 10% neutral, 5%
disagreed and 5% strongly disagreed with the statement of ‘The company made it easy to get
medicines and FMCG at one place’.
Q.10 Do you like to visit Wellness Forever again and again for your needs?
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PARAMETERS YES NO MAY BE

RESPONSES 60% 0% 40%
Table no. 10- Visiting Again and Again
Chart no. 10- Visiting Again and Again
Interpretation: 60% people are interested in visiting again and again to our store and 40%
people may visit if they require anything in future.
CHAPTER 9
FINDINGS
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• First of all it was taught me what Retailing is all about.
• Working with various department gave us an excellent opportunity to know, learn and
understand various process and how to deal with different type of people/ various age group,
in such a way so as to achieve our goals.
• In order to get some information of some work done out of somebody it is very
important to highlight his interest in the whole affair.
• The communication skills were improved a great deal upon.
• The exposure to the field, taught how to deal with the difficulties and limitations of
the power.
• How to identify and understand the needs of the customers.
• How to interact in the corporate world.
• Last, but not the least it made me realize what an opportunity lies ahead of me in the
retail Industry specially in the field of operation management.
The project “Store operation” for Wellness Forever Medicare Pvt Ltd.” has been mainly
conceived with a view to have a insight of Retail sector & to provide the company the
differences which was plasticizing in daily work by going off the track of what their Store
operation manual says.
It has been observed that almost all the department is doing as per the instruction of the store
operation manual. In some area I found a little bit of differences like in Cashiering, Incentive
policy, Which I have mentioned in my suggestion. There was limitation of my work, but that
did not affect my training at all. After completion of 2 months of my training in Wellness
Forever I learnt about all the basic work which is necessary like tagging, Ironing, Selling,
Doing alignment, maintenance etc.
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CHAPTER 10
SUGGESTIONS
• There should be a gift (Non-monetary) for the employee who achieves much than the
given target. (Will increase employee satisfaction which is not up to the par.)
• Can keep a register so that it will easy to know how many of their customer are not
doing shopping due to any reason (Which we can resolve.).
• Employees should try to keep FIFO process as the goods which are purchased earlier
are kept at backend and it lays in shop till it expires.
• Should try to catch the Rural retail. This is growing just double the rate of urban
retail.
• Cash counters needs more attention.
• EDC machine most of time takes much time.
• Cashier should be recruited.
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CHAPTER 11
CONCLUSION
Following conclusions can be made based on the study and analysis conducted for the
project:
• Company’s which doesn’t have inventory management system will get problems
when check whether the products known from the brands are available or not. Besides that, in
the day today activity, without inventory management system, sometimes employee needs to
check to warehouse especially if the products are out of stocks in all 17 shops and remember,
checking to the warehouse will take longer time so it wouldn’t be efficient at all.
• Benefit of inventory management system for shop day to day activity are list the
product that still available in database whether by reducing the number of stocks available if
the product has been sold or adding the number of stock if there were products comes from
the distributor or zedc.
• Beside that, Inventory Management system will help employees in warehouse

whether the products are available in store or not. By using Inventory Management system, it
will be easier for employees to check the products based on quantity, quality and price. So
that the activity of employee will be more effective and more efficient.
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Chapter 12
Contribution To Host Organization
 In terms of Discount systems used to attract customers we can use the free Health
Awareness Movement to each and every customer who visit Wellness Forever.
 Start using a book in which each and every employee write the detailed work done for
the day in the end.
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APPENDIX
BIBLIOGRAPHY
Journals: -
 Baker, J., Grewal, D.and Parasuraman, A. (1994). The Effect of Store Atmosphere on
Consumer Quality Perceptions and Store Image. Journal of the Academy of Marketing
Science, 23-34.
 Bitner, M.J. (1992). Services capes: the impact of physical surroundings on customers
and employees. Journal of Marketing, Vol.56, 57-71.
 Kerfoot, S., Davis, B., Ward, p. (2003). Visual merchandizing and the creation of
discernible retail brands. International journal of Retail and Distribution Management,
Vol. 31,143-152.
 Kotler, P. (1974). Atmospherics as a marketing tool. Journal of Retailing, Vol.49, 48-
64.
 Marsh, H. (1999). Pop Stars of the Retail World. Marketing, January, pp 20 – 32.
 Mattson, B.E. (1982). Situational influences on store choice. Journal of Retailing,
Vol.58
Websites: -
 www.wellnessforever.in
 www.corporate.wellnessforever.in
 https://www.linkedin.com/company/wellness-forever-medicare-private-limited/?
originalSubdomain=in
 https://www.owler.com/company/wellnessforever
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APPENDICES
Annexure
Questionnaire
Q-1 Do you like to purchase in wellness forever?
o yes
o no
Q-2 How was your buying experience?
o best
o good
o average
o not good
Q-3 Do you get every time what you require?
o yes
o no
Q-4 How frequently you visit wellness forever?
o daily
o 2-3 times a week
o 3-4 times in a month
o 4-5 times in a year
Q-5 As compared to other retail stores how you feel experience at wellness forever?
o best
o god
o average
o not good
Q-6 Do you suggest others to visit wellness forever?
o yes
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o no
Q-7 How well does our product meets your needs?
o very well
o well
o fine
o badly
Q-8 How easy it is to navigate our website in terms of giving suggestions and feedback?
o very difficult
o difficult
o regular
o easy
o very easy
Q-9 To what extent do you agree with the following statement: the company made it easy to
get medicine and fmcg at one place.
o strongly agree
o agree
o neutral
o disagree
o strongly disagree
Q-10 Do you like to visit wellness forever again and again for your needs?
o yes
o no
o may be
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Plagiarism Data
Plagiarism is checked online through a website named plagiarismsoftware.org.
Plagiarism is checked section wise as this website supports 1500 words at a time.
This report is 93.42% Plagiarism free.
Following is the Plagiarism check for particulars:
SR No. Particulars Plagiarism Free

1 Executive Summary 91%
2 Introduction 82%
3 Objectives 100%
4 Industry/Sector Profile 100%
5 Company Profile 78%
6 Literature Review 86%
7 Research Methodology 84%
8 Data Analysis and Interpretation 100%
9 Findings 100%
10 Suggestions 100%
11 Conclusions 100%
12 Contributions To Host Organization 100%
Total 93.42%
1. EXECUTIVE SUMMARY
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2. INTRODUCTION
3. OBJECTIVES
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4. INDUSTRY/SECTOR PROFILE
5. COMPANY PROFILE
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6. LITERATURE REVIEW
7. RESEARCH METHODOLOGY
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8. DATA ANALYSIS AND INTERPRETATION
9. FINDINGS
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10. SUGGESTIONS
11. CONCLUSIONS
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12. CONTRIBUTIONS TO HOST ORGANIZATION
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computer networks (Savitribai Phule Pune University)

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A Summer Internship Project Report

“A STUDY ON STORE OPERATIONS IN WELLNESS FOREVER LIFESTYLE

“WELLNESS FOREVER MEDICARE PVT LTD”

MANOJ RAMESH NALLA

Under the guidance of

Prof. Vijayashri Gurme

MIT-WPU’s Faculty of Management(PG), Pune.

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Prof. Vijayashri Prof. Dr. T. J. Vidyasagar Prof. Dr. Sayalee Gankar

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Manoj Ramesh Nalla

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Manoj Ramesh Nalla

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4 Industry / sector profile 4

8 Data Analysis and Interpretation 20

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Sr. No. Table No. Title Page No.

1 1 Customer purchase Details 20

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6 6 Suggestion to others to Visit WF 25

9 9 One Place To Get Medicines and FMCG 28

10 10 Visiting Again and Again 29

Sr. No. Chart No. Title Page No.

1 1 Customer purchase Details 20

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6 6 Suggestion to others to Visit WF 25

9 9 One Place To Get Medicines and FMCG 28

10 10 Visiting Again and Again 29

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The project store operation was all about:

 To study all the content under the function of store operation.

 Analyse what is going on in practice and how it is performed?

 Suggest required changes/ modification, wherever necessary.

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 Cash, Fraud, and Internal Controls

As retailing concept is essentially a customer oriented, companywide approach to developing

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3.1 Objective of project:

1. To study and understand the Customer Profile.

2. To identify the competing retail stores for Wellness Forever.

4. To provide desired level of customer service, to allow cost-efficient operations, and to

3. Not able to work in whole processes of the stores.

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INDUSTRY/ SECTORE PROFILE

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Headquartered in Mumbai, Wellness Forever is a one-stop-shop for a comprehensive range of

[ CITATION www18 \l 16393 ]

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5.1 MISSION AND VISION

VISION – Our vision is to create a chain of branded pharmacies (Including Hospital

• Lowering healthcare cost.

• Value added services

• A human approach to business.