GROUP ASSIGNMENT SUBMISSION SectionA: Group Details: Assignment No.

: Batch: Session Day & Time: II Group Colour: SectionB: Assignment Details: Assignment Topic: Training Topic & Session: Submission Date & Time: SectionC: Group Members: No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. Remarks: Name Div. & Roll No. PC PN AB Grade E.g. Functional Matrices E.g. Negotiation - I E.g. Tuesday - 01:00 p.m. E.g. A1 / A2 / A3 / A4 E.g. ISCS/IICS E.g. Mon I/ Mon E.g. Green / Fl. Pink

Submission Norms: All assignments to be submitted in .pdf format. When you submit any assignment, you will have to fill in all the above details, and attach the previous page as the first page in your .pdf document. The subject of your e-mail will be the following details in the sameorderand format: i.e. Assignment No / Batch / Session Day - Time / Group Colour. E.g. A1 / ISCS / SUN - I / GREEN All referencing to session times will be in the format of I and II, where I is a morning / pre-lunch session, and II is an afternoon / post-lunch session. It takes considerable time and effort to download, categorize and evaluate a large number of assignments per week. Ensure that the above details are all entered and the email subject is in the right format. You will always submit ONLY ONE document per assignment. If you are given 2 assignments in a week, or if your assignment consists of 2 parts, then categorize / separate those parts with headings / sub headings, but send only ONE document as attachment. Multiple attachments will not be considered. If you wish to send the e-mail with attachment twice, to ensure that it reaches, make sure the second mail is also sent from the same e-mail id. If the same assignment is sent from different e-mail ids, then your assignment will be disregarded and zero marks will be awarded. When you submit an assignment, ensure you have: o Written the subject as per the format above o Written a salutation, a short mail and a sign off in the body of the e-mail, o Attached the assignment Assignments must reach before the designated deadline, irrespective of when it is sent. During the course of the session, some students may be asked to discontinue the session / some members may be added to / removed from your group. In order to identify who all worked on EACH assignment, you will enter the names of the group members who are a part of your group for that particular assignment, in Section C of the above page, irrespective of whether they contributed or came or not. In the next column you will tick mark the appropriate box to identify which members attended, contributed or were absent for that assignment. o PC = Present & Contributed, o PN = Present & Did NOT Contribute, o AB = Absent for the Discussion o E.g. Name Ankit Sinha Div. & Roll No. C 05 PC PN AB Grade B

The above details will be entered for each assignment. Group members need to check this data prior to submission. Once submitted, no changes will be accepted. It is not the

responsibility of the group leader to locate group members and show them the list, it is the responsibility of each group member to check it at the time of solving and submitting the assignment. Grades will be allotted in the last column for each assignment. Once submitted, grades cannot be changed. Grades are to be allotted as follows:
o A: Member attends group meeting, and actively participates & contributes to the discussion

o B: Member attends group meeting, and contributes, but does not add value to the discussion o o C: Member attends group meeting, and does not contribute D: Member is absent for group meeting.

Do not try to be popular and assign high grades to all members. Doing so, has a counterproductive effect. If you give high grades to members who do not contribute, it encourages them not to contribute even in the future. Later, when the work load becomes quite heavy, and these members do not contribute, then your complaints will NOT be entertained. In the REMARKS field, you can enter any additional information that you think is relevant to the assignment. For e.g. special notes about visiting establishments and gaining first hand information, group members not attending repeatedly, etc. In case of any disagreements over grades, the issue has to be discussed during the upcoming session of the CDP. Queries about previous assignments and grades will not be entertained.

SPENCERS INTRODUCTION: Since 1863, Spencers has been a part of the Indian retail landscape. Originally owned by a British gentleman, Mr. John William Spencer. it acquired Indian ownership in the 1960s, and became part of the RPG Group in 1989. Customers are generally from middle class and upper middle class. The average foot `fall daily is 600 -700 and NOV is 500 600. Memorable 360 shopping experiences for consumers:

Products they offer the widest range of food and lifestyle (fashion, home, entertainment) brands, with a special expertise in food. Quality they lay a huge emphasis on all-round quality: in products, stores, service standards, and customer engagement programs and that too since our inception at 1863. Heritage they are Indias oldest retailer, with many firsts to our credit Multiple Formats from daily to weekly and specialty shopping, they fulfill every need and provide maximum convenience Promotions they seek to offer the right products at the right time at the right price, with promotions carefully designed to suit the buying cycle and shopping basket of the consumers Brand Imagery our stores and staff seek to make our customers feel right at home, being international, contemporary, accessible, empathetic and trusted

How do company collect info?

 Feedback form is given to the customer at billing counter and customer is asked to fill it and feedback form is collected back. Staff interaction with the customer. Customer can directly go and tell their views to the staff. Smart Reward Card. Also on bill there is some space for the suggestion. Online Feedback.

What they collect? The information collected is Personal information: Name of the customer, Address, Phone number, Occupation. About the shop and workforce: How the ambiance was in the shop? How was the staffs behavior? Was the staff readily available to help customer whenever needed? About the products and schemes: Were all the products available? Was there huge range for selection of product? Was it convenient to find the desired product? What all the schemes that they liked? Which new product they want, to be added in shop? What more they expect i.e. suggestions? Which schemes/products the customer did not like?

What information does customer do not like to provide? Generally customers like to provide all the information except their personal information.

How does the company use this information? The information collected is analyzed and the behavior of customer is studied, according to that various offers are placed. The products which the customer didnt like are generally not kept in the shop or are kept in lesser quantities and vice-versa i.e. the product which are liked more are kept in large quantities. There are some seasonal offers also.

Do they purchase the info from infomediary? No.

PART B
Spencers has a good position in the retail sector in the current scenario. However, we as future managers would like to give our opinions & suggestions for its further development. In this context the following questions are answered:What more information should be collected from the customers? On which specific products customers want offers other than food products. On which day of the week they generally come for shopping. What could be the ways of getting closer to the customers? Using Culture of each state to add personal touch. Eg: In Rajasthan all staff members wearing pagadis Spencers can send customers greeting cards on birthdays and anniversaries.

What could be the improvements brought about in the services provided? Home delivery services, Baggage counter, enhancement in ambience.

What can be done to use information more effectively? The information like email id can be used to send emails to customers about latest offers. Spencers can call customers randomly who have purchased products recently and ask about their feedback.

Part C: To build an infomediary for retail sector and to make hypothetical

revenue model: The infomediary we will launch will be targeting to the retail sector and the name of our infomediary will be RetailValue

RetailValue Infomediary

Spencer

Customer

The functions of the infomediary and the benefits provided to the customers and the company are as follows:

CUSTOMERS SPENCERS
Benefits: Will know about individual customer behavior Will know how to improve service and product range Will increase loyalty of the customers Benefits: We will pay them in cash of Rs 50 each or give them gifts worth Rs 50 Will give them special discounts Will give them information on latest offers To maintain the privacy of the information given to the infomediary Special services like cheap interest rates on loans for big products

RetailValue Infomediary
Functions: To Collect general information like phone number, address, email Consumer behavior information like what product an individual purchases more, buying of products which have special offers like buy 2 get 1 free and payment details like cash or credit card payment Will ask about how service should be and ambiance like music etc

To Give Information to company for money

To build strong personal relationships with customers Benefits: Will get Rs 90 for each customer information from the company To take information by giving money and discounts

Revenue Model for Infomediaries (in Quarterly) Income Income received from companies(30000 customers *Rs. 90) Total Expenditure Advertisement Gift to customers (10000 customers * Rs. 50) Cash to customers(20000 customers * Rs. 50) Electricity Rent Maintenance Salary To Employees Total Net profit 2,00,000 5,00,000 10,00,000 30,000 45,000 15,000 3,00,000 20,90,000 6,10,000 27,00,000