SUMMER INTERNSHIP

STORE OPERATIONS - BIG BZAAR

SUBMITTED BY
SANTUN KUMAR NAHAK
MFM/20/869

UNDER THE GUIDENCE OF:

PROF. DR. GOWTAM SAH
FASHION MANAGEMENT 2021-2022
SUBMITTED TO
CONTENT
• BIG BAZAAR- INTRODUCTION
• POJECT BREIF AND INTERNSHIP INTRODUCTION
• ORGANISATION WORK CLUTURE
• STORE HIERARCHY
• STORE TOUCH POINT OF BIG BAZAAR DURING VISIT
• STANDARD OPERATION PROCEDURE (SOP)
• MARKETING MIX
• SWOT ANALYSIS OF BIG BAZAAR
• MISSION VISION & CORE VALUES
• SEGMENTATION, TARGETING & POSITIONING
• BIG BAZAAR PROMISES & OFFER
• WEEK 1&2 PROJECT -HOW TO INCREASE ONLINE ORDER
EFFECIENCY
• WEEK 3&4 PROJECT -HOW TO INCREASE TICKET SIZE AND
PIECES PER BILL.
• WEEK 5&6 PROJECT -BUSSINESS RECOVERY AND GROW IN
COVID PERIOD
• LEARNING OUTCOMES OF THIS SUMMER INTERNSHIP
OBJECTIVES

Objective is to understand the organization structure or hierarchy of the company,

also to understand the working of the various departments and gain some insight
of the corporate world. I understood the various responsibilities and duties carried
out by each department on how-
• To increase online order and sales efficiency
• To increase ticket size and pieces per bill
• To recovery business and grow in Covid period
INTRODUCTION
• Big Bazaar is part of Future Group founded in 2001.• Big Bazaar is a chain of
hypermarket in India.
• There are 214 stores across 90 cities and towns in India covering around 16 million
sq.ft. Of retail space
• Big Bazaar offers a wide range of merchandise including fashion and apparels, food
products, general merchandise, furniture, electronics, books, fast food and leisure
and entertainment sections.
• The store where I did my summer internship was BIG BAZZAR FORUM
MART(Bhubaneswar).
• It was opened in 2004
• Approx. total sales of this store is 15 to 20 lakhs per day
 ORGANISATION STORE
WORK CLUTURE HIERARCHY

• Working with Big Bazaar gives you an

opportunity to be part of a family.
• Drawing from the vision of modern Indian retail, we have built a company

that our people are proud of and our customers and communities' value.

• The Big Bazaar group family includes over 35,000 employees.

• Big Bazaar nurture their employees for the long-term, ensuring their
passion and commitment.

• Big Bazaar believe people give their best when they are satisfied.
STORE TOUCH POINT OF BIG BAZAAR DURING INTERNSHIP
• Parking area-There is a huge parking area
in size of the store.
• For two and four wheelers
• Façade- There is 5 façade which are
visible from main road.
• Store entry-In store entry covid protocol
safety measure are take like, sanitizer,
temperature check etc,
• Big bazaar logo & its tag line visible at
the time of store entry
• Baggage counter –It’s on the left side of
store entrance
• Window display-at front there is an
window display.
• Store guidelines- are at the entrance & it’s
visible from store entry.
• Lifts – lift is inform of customer exit gate
or in front of CSD
• Entry cluster-which is at entrance gate
• CSD- area in which customer can enquiry
about voucher, Big Bazaar profit club,
return/exchange, complaint.
• Emergency contact-Lift and emergency
contacts inside lift & in customer
service.
• Trail room- try before buy with sitting and
mirror facility in the changing room.
• CCTV in each and every floor and
department.
• Customer billing counter-less than 5
quantities, emergency and easy
billing counter, there is 4 billing
counter in each floor.
• Washroom, restroom, emergence
exit, emergency contact Number
baby feeding room, first aid box at
store entrance
• Security check- it’s for employees
which is done at the employee
entrance area
 STANDARD OPERATION PROCEDURE (SOP)
VM-FOOD-HOME-FASHION-CSD-MAINTENCE-SECURITY-COMMERCIAL-ADMIN-WAREHOUSE
• Timely clearance of all vendor related PO, Bills and building a
strong vendor base
• Timely set up and removal of Store & category VM elements, promo offer cycles, event props and materials.
• 100% merchandise presentations as per MPM standards
• Educate Store staff on Visual Merchandising role in sales
• Improve Parking Management & Crowd Control
• Home delivery and transport management
• Proper Monitoring of Customers Trolleys, Baskets, Wheel Chairs and Bags.
• Key Management : Store opening & Closing as per SOP
• Maintenance of all cash room records as per timelines
• Settlements of transaction by EOD & reconciliation on daily basis.
• Achieving the store target in recruiting the customers for BBPC and payback
• Store Cashier Shrinkage % Report to be managed
• Adherence of commercial parameters at CSD
• CSD team to be skilled on managing customer interaction
• Manan Audit score achievement in terms of hygiene & cleanliness
• Daily dump report - to maintain dump in the range of 3-5%
• 100 % availability of items as per menu at any given point of time
• Daily audit score for hygiene & cleaning of kitchen & shop floor
• Shrinkage control
• Department Sales Achievement
• Timely GRN(Good Received Note) to be done for all deliveries
• Store Warehouse Hygiene
• Staff & vendor relationship on resolving operational issues
• Vehicle Turn around - To be cleared with in 2 1/2 hours of reporting
• Recruitment of Band 1 and outsourced within 15 / 07 days
respectively against approved position
• Shift roaster of staff with accuracy
 4 P'S OF BIG BAZAAR
· Utensils · Crockery • Value pricing
PRODUCT · Plastics · Electrical Accessories PRICE • Promotional pricing
· Home décor · Toys • Low interest financing
• Brand • Price
· Luggage · Home Textiles • Psychological discounting
• Features • Discounts
· Footwear · Home Needs • Special event pricing
• Packaging • Bundling deals
· Baby Accessories
· Household Appliances • Differentiated pricing
• Credit terms
· Household Plastics
· Processed food
· Staple
· Stationery
· Farm Fresh
· Cosmetics
· Dairy product

• Coupons, discount, more of the • Number of outlet 264+

PROMOTION product at normal price, gift PLACE • Located mainly at tier 1 &
with purchase, competition tier 2
• Ads • Stores
and prizes, money back offer, • 10,000 sq. ft. to 15,000 sq.
• PR • Website
exchange offer, special ft. approx.
• Social Media • Online
occasion. • Available at approachable
• Video • Marketplace
• Giving advertisement in destination
newspaper television internet
own website
• Partnership with big fm
 STRENGTHS WEAKNESSES
S • High brand equity enjoyed by Big Bazaar
• Unable to meet store opening targets on time
W
• State of the art infrastructure

• Falling revenue per sq ft

• A vast variety of stuff available under one roof

O
• General perception: ‘Low price = Low quality’
• Everyday low prices, which attract customers

• Overcrowded during offers

• Maximum percent of footfalls converted in sales

T
• Long lines at billing counters which are time consuming
• Huge investment capacity

• Biggest value retail chain in India • Limited only to value offering low price products. A no of branded products are still missing from Big Bazaar’s line of products. E.g. Jockey, Van heusen,

• It offers a family shopping experience, where entire family can visit together.

• Available facilities such as online booking and delivery of goods

A
N
A
THREATS
L OPPORTUNITIES • Competition from other value retail chains such as Shoprite,
Y • A lot of scope in Indian organized retail as it stands Reliance (Fresh and trends), Hypercity and D mart.
at approximately 4%.
S
• Unorganized retail also appears to be a threat to Big Bazaar’s business. A large population still prefers to visit local convenient stores for daily purchases

• Increasing mall culture in India. • Changing Government policies

I • More people these days prefer to visit big stores where they can find large variety under one roof
• International players looking to foray India

S
 MISSION, VISION & CORE VALUES
GROUP VISION:
• Future Group shall deliver Everything, Everywhere, Every time
for Every Indian Consumer in the most profitable manner.
GROUP MISSION:
• We share the vision and belief that our customers and
stakeholders shall be served only by creating and executing
future scenarios in the consumption space leading to
economic development.
• We will be the trendsetters in evolving delivery formats,
creating retail realty, making consumption affordable for all
customer segments – for classes and for masses. We shall
infuse Indian brands with confidence and renewed ambition.
• We shall be efficient, cost- conscious and committed to quality
in whatever we do.
• We shall ensure that our positive attitude, sincerity, humility
and united determination shall be the driving force to make us
successful.
CORE VALUES:
• Indianans: confidence in ourselves.
• Leadership: to be a leader, both in thought and business.
• Respect Humility: to respect every individual and be humble.
Introspection: leading to purposeful thinking.
• Openness: to be open and receptive to new ideas, knowledge
and information.
• Valuing and Nurturing Relationships: to build long term
relationships.
• Simplicity Positivity: Simplicity and positivity in our thought,
business and action.
• Adaptability: to be flexible and adaptable, to meet challenges.
Flow: to respect and understand the universal laws of nature.
 SEGMENTATION TARGETING POSITIONING

SEGMENTATION TARGETING POSITIONING

• Big Bazaar provides all items in one roof • Targeting is generally by evaluating • Big Bazaar generally Positioned itself
at low rates. market segments, Level of competitors, as a low-cost retail outlet and believed
• Big bazaar is giving b est possible deals to consumers." Power of buyers and suppliers. in low pricing strategy. This has been a
• The segment which Big Bazaar caters to is middle class consumer. • Generically it targets price conscious customers. main factor in attracting the
• It sets its marketing, prices and products for this consumer the image that it creates is being cheap with quality. • It targets semi-urban population with its placement of stores,. customers.
• Big Bazaar started off with metro cities Kolkata, Hyderabad, Bangalore and eventually has moved to Tier-2 and Tier-3 cities .The Indian middle class • Big Bazaar has found that children and women are primary decision

consumer is more price-sensitive than service-sensitive makers and it specifically targets that category.

• Growing young working professionals and Middle class category is

also a preferred category.

BIG BAZAAR PROMISES & OFFER
1. MANUFACTURER’S WARRANTIES ON ALL PRODUCTS: • WEDNESDAY BAZAAR
• Big Bazaar promises to sell only the original products from the • Big Bazaar introduced the Wednesday Bazaar concept and
authorized dealers. promoted it as “Hafte Ka Sabse Sasta Din”.
2. GUARANTEED DELIVERY: • SABSE SASTA DIN

• Big Bazaar guarantees to deliver the exact product that has • Big Bazaar introduced the concept of "Sabse Sasta Din".

selected, without defects. • The idea was to simply create days in a year that truly belonged to Big Bazaar.

3. SECURE PAYMENT: • MAHA BACHAT

• It commits to ensure that no payment misuse happens. • Campaign with attractive promotional offers across all Big Bazaar stores.
4. OUR SIMPLE 7-DAYS RETURN POLICY: • It has attractive offers such as Big Bazaar, Food Bazaar, Electronic Bazaar

• If customer has purchased something at Future Bazaar and the • THE GREAT EXCHANGE OFFER

product did not meet its expectations or does not fit to his • Customers can exchange their old goods in for Big Bazaar coupons.

needs, then it can return the product to us; no questions asked, • Later, consumers can redeem these coupons for brand new goods across the nation.

as long as it is in its original packaging and accompanied by its

invoice.
5. PROMPT CUSTOMER SUPPORT:
• Our customer support is manned by dedicated call center
personnel, who can take decisions and resolve your problems.
ONLINE ORDER EFFICIENCY

On time Picking On time Delivery Order defect rate

• Customer retention. • Customer satisfaction. • Prevent Sale Loss.
• On time delivery. • Repeated orders. • Increase Ticket size.

• Time management • Customer trust. • Improve order fulfill ratio.

• Maximize Slot availability for Customers. • Marketing through Customer with • Increase order frequency of Customer

• Increase sale & Ticket size.

Minimize the Picker Load. service/Face value.
• Acquisition of New customer.
• Proper replenishment of the product. • Increase AOV.

• Sales & Order growth.

Current Week 13 -Week 16 Coming Week 17 -Week 18
Target Target
 FINDINGS OF ONLINE ORDER
EFFICIENCY

On time Picking On time Delivery Order defect rate

• Some day order was higher side & • Rider was not taken above 10 KMs
Picker efficiency was lower side. orders.
• Some orders coming after 2 days which shown as placed & that order was delay • Order was hold due to packing issue.
picking. • Order was hold due to slab offer products.
• Picker team not picked with in slot wise. • Order was delayed due to rain issue.
• Someday network issue or Picker app issue picking was delay. • Orders delay due to customer non
available or OTP issue.
• Order assigned issue faced some days.
• ODR -Pickers without approval removed
products.
• ODR – F&V stock connected after 12pm.
• ODR – Milk/Bakery products connective
issue.
• ODR- Stock non Availability but Online order
reflecting.
• ODR- Due to GAP posting issue –Repeated
order.
• ODR- threshold Qty in SAP but products
visibility.
 AVERAGE TICKET SIZE AND
PIECES per bill

ATS How to calculate ATS

• The average ticket size refers to the total The total value of each of you transaction from a
rupees amount of sales per consumer. designated period divided by total number of
• The mean, which is derived as total sales divided by the number of clients, is used to establish average ticket

size.
transactions your business had dusring the same time
• In their sales and profitability analyses, many businesses employ average ticket computations. frame
• The average ticket size data is frequently tracked by brokerage firms, credit card issuers, and merchants.

For example, let’s say you want to calculate your ATV

for one month. If you had a total of Rs.100,000 in
revenue and 25 transactions within the month, then
you would divide Rs.100,000 by 25. Rs.100,000 / 25 =
Rs.4,000. Your ATV is rs.4,000.
HOW TO INCREASE TICKET SIZE AND PIECES PER
BILL
Up-Sell Your Products Offer a Great Customer Service Offer Flexible Payment Options
Experience
• Big Bazaar has knowledge of the customer’s

product selection. • Communication is key with • Big Bazaar offer flexible payment solutions to

• There idea is to show a customer that by increasing your ATV. merchants

spending a little more on a higher quality item, • In addition to having your associates familiar with your product • They accept all kind of UPI payments
they will get a lot more value out from their selection, train them on the latest promotions and a best-in-class • Gift vouchers

purchase and a better product. customer service experience.

• When you provide a great customer experience, you have the

opportunity to increase your sales.

BUSSINESS RECOVERY AND GROW IN
COVID PERIOD

• During Pre COVID situation our Business was completely in physical selling retailer model but now looking at this

Pandemic situation we had already shifted to Online and offline both.

• During this period the sale goes down along with the profitability of the store. So it is getting very difficult to manage cost which cant be reduce more than the current cost.

So,
• Increasing in sales directly impact the better profitability of the store.
• Increase of the sales impact the trust level of the customer also.
• Increase of the sales reduce the losses of the store( DAD ,Shrink & Dump).
• Increase in Sale Boost up the Team confidence also.
ACTION PLAN
Food
• The merchandise as per First in First
Out method of stocking with MPM.
• Avoiding In Store Stock Damages.
• Big Bets of Top 300 articles should be
displayed in abundance on End
Caps/Thappi showing Largeness.
• Celebrate “PRODUCT OF THE DAY”
• Fresh category to be celebrated as
Mandi sale
• Bays/ fixtures have been scheduled
for Expiry Check for every day.
• Random check Oil section and clear
oil leaks if any
• Proper offer signage update
• Sampling consumption booking done
for the day.
• Focus on Sell through of Own Brands
• Creating a Single promo cluster in
Prominent location in the store of
High discounted Products
• Avoiding In Store Stock Damages.
Fashion
• Every week training on Execution
excellence i.e MPM.
• Daily Dressing of Mannequins
( Window, Cluster & Focal Point).
• Brand wise display as per
MPM(Merchandise presentation
manual).
• Season code wise display
• Cut size merchandise been taken
on one browser at the end of
section with the signage ''LAST OF
THE BEST
• Popup signage implementation
• Color wise/Set wise starting from
Small to XXL should be displayed
any time on the floor.
• Color wise/Set wise starting from
Small to XXL should be displayed
any time on the floor
• Proper daily replenishment of each
and every products Size wise.
Home
• Rs. 99 Zone to created near high
traffic area.
• Liquidation products should be
treated as special display and
sale focus
• Demo and products knowledge
session for Customer.
• Endcap treatment should be done
as per the season.
• Maximum range of products
should be displayed in same
Product group.
• Neat Display and with 100%
signage.
• Every day celebration in New
themes. i.e Bath day, Dinning Day,
Kitchen Day, Cleaning Day etc.
• Special Tracker for Liquidation
below 99/High value products
and all special promotion.
• Focus on Weekly offer and
liquidation offer
CATEGORY WISE
RECOVERY
PERCENTAGE
AND BILL
PENETRATION
FOR WEEK 13-
WEEK 16
 Learned about the
• organization structure, hierarchy, insight into the corporate world and how work is done in the various departments

and their responsibilities and duties carried out by each department.

• What are store operating parameter

• How to recover sales during Covid-19 with the help of ecommerce site of Big Bazaar and home

delivery of the products within limited period of time which is maximum 2 hours.

• How to do upselling, cross merchandising, on time delivery

MY
to increase ticket size and pieces per bill

• 100% merchandise presentations.

• Timely clearance of all vendor related PO, Bills and to build a strong vendor base.
• Staff & vendor relationship on resolving operational issues
LEARNING •
•
How to handle customer and fulfill there requirement.
For online order how to use PICKER & GRAB APPLICATION for online order.
• How to control shrinkage and damages.
• How to make customer understand, if any product which is placed online is out of stock.
• Learned about VM elements like how to take care of façade, focal point, cluster, signage,
fixtures, gondola,
CITATION

• Group, F. (2001). The future GROUP: Shaping India's Consumption journey. The Future Group |
Shaping India's consumption journey. Retrieved September 30, 2021, from
https://www.futuregroup.in/.
• Singh, A. (2015). Report on big bazar. Scribd. Retrieved September 30, 2021, from
https://www.scribd.com/doc/56600151/Report-on-Big-Bazar.
• Sharma, J. (2016). Big Bazar Internship Report (2) J. Scribd. Retrieved September 30, 2021, from
https://www.scribd.com/document/295888401/Big-Bazar-Internship-Report-2-j-Copy.
• Sharon, S. (2009). A report on Big bazaar - Pantaloon RETAIL (INDIA) LTD. ID:5c6db8e1648fb.
Retrieved September 30, 2021, from https://baixardoc.com/documents/a-report-on-big-bazaar-
pantaloon-retail-india-ltd-5c6db8e1648fb.
• Group, F. (2001). About us: The future group company profile. About Us | The Future Group
Company Profile. Retrieved September 30, 2021, from https://www.futuregroup.in/aboutus.