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A Report On Big Bazaar - Pantaloon Retail (india) Ltd.


 
 AN
INTERNSHIP
REPORT
ON BIG BAZAAR - PANTALOON RETAIL (INDIA) LTD

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 AN
INTERNSHIP
REPORT
 Submitted
to
the
Annamalai
University
in
partial
fulfillment
of
the
 requirements
for
the
degree
 MASTER
OF
BUSINESS
ADMINISTRATION
 Submitted
By
 SUMANTO
SHARAN
 (AB
–
9040)
 Under
the
Guidance
of
 Mr.
Sivadas
Nambiar
,MBA.
 
 Ramaiah
Institute
of
Management
Studies.
 New
BEL
Road,
MSRIT
Post,MS
Ramaiah
Nagar
 Bangalore,
Karnataka
560054
 2009
­
2010
 
 
 ACKNOWLEDGEMENT
 
 










I
 would
 like
 to
 express
 my
 deep
 sense
 of
 gratitude
 to
 our
 esteemed
 Director
 Mr.
 R
 Pattabhiram.,
 for
 providing
 me
 with
 a
 great
 opportunity
 To
 undertake
 
 this
 Internship.
 
 









I
express
my
sincere
thanks
to

Dean
Dr.
Rajaram



and
my
guide
for
his
kind
 encouragement,
guidance
and
valuable
instruction
throughout
the
project.
 
 









I
express
my
sincere
thanks
to
my
Guide,
 Mr.
Sivadas
Nambiar
Professor
of
Ramaih
Institute
Of
Management
Studies
whose
 guidance
and
support
rendered
throughout
this
internship

helped
me
in
successful
 completion
of
the
Internship.
 
 








I
would
like
to
extend
my
heartfelt
thanks
to
all
my
family
members
and
friends
 for
their
support
and
encouragement,
without
which
the
internship

would
not
have
 taken
the
present
shape.
 
 








I
express
my
thanks
to
Mr.
Santosh
HR
of
Big
Bazaar,
Hebbal
and
employee
 of
 Big
 Bazaar
 for
 their
 kind
 co‐operation
 without
 which
 the
 internship
 
 would
 not
 have
been
completed.
I
also
thanks
those
who
have
helped
me
directly
or
indirectly
 to
complete
this
Internship.
 
 
 
 
 ‐Thank
You‐
 
 
 
 EXECUTIVE
SUMMARY
 



















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
30,000
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
 eZone
 focussed
 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.
 Pantaloon
Retail
is
the
flagship
company
of
Future
Group,
a
business
 group
catering
to
the
entire
Indian
consumption
space.
 




















As
 a
 part
 of
 my
 MBA
 curriculum
 I
 have
 done
 my
 internship
 training
 at
 Pantaloon
 Retail
 (India)
 Ltd
 –Big
 Bazaar
 ,
 Hebbal
 Bangalore,
 India.
 In
 this
 report
 I
 am
 going
 to
 share
 my
 experience
 in
 that
 company
 for
 the
 period
 of
 90
 days
 from
 October
 to
 December.
 During
 my
 internship
 my
 project
Title
was
“Systematic
Organization
Study”.
 
 
 
 Need for the Study This Study is taken up to fulfill the requirement of M.B.A degree course of Annamalai University. The training is undertaken during October 2009 to December 2009 and the main purpose of the training is to know the application of the theoretical aspects in our course in the corporate environment and gain firsthand experience and expose ourselves to corporate policies, ethics, culture, practices, procedures, facts about the work culture and policies of the Organization. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Objectives of the Study 1) To understand the organization structure or hierarchy of the company. 2) To understand the working of the various departments. 3) To enable us to gain an insight into the corporate world. 4) To understand the various responsibilities and duties carried out by each department. 5) The Study is aimed at understanding how an organization practically works in the real situation. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Scope of the Study  This report is based on the study conducted at Big Bazaar - Hebbal, Bangalore. It aims at understanding the company’s establishment, organization structure, departments, techniques, marketing strategies and the advantages it is having over the competitors.  An attempt is made to analyze the company’s performance in comparison to the theoretical aspects.  it aims to understand the skills of the company in the areas like technological advancements, competition and in management. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 Methodology adopted for the Study • Observing the working of various departments like finance, CSD , human resource, Logistics etc. • Discussion with the company executives, managers and employees. • Visiting and surfing websites of the company. Sources of Data i) Primary data ii) Secondary data (a) Primary Data The data collected for the first time through observation and interview method. The data is collected by observing the working of various departments and also by interviewing the managers of all the departments. It is also obtained by the help of staff members. (b) Secondary Data The data is collected by secondary sources also. The data is collected through company manual, product brochure, company website and annual report. 
 
 
 
 
 
 
 
 
 
 
 
 INDUSTRY
PROFILE
 

 INTRODUCTION
 Retail
 means
 selling
 goods
 and
 services
 in
 small
 quantities
 directly
 to
 customers.
Retailing
consists
of
all
activities
involved
in
marketing
of
goods
and
 services
directly
to
consumer
for
their
personnel
family
and
household
use.

 
 






The
 Indian
 retail
 market,
 which
 is
 the
 fifth
 largest
 retail
 destination
globally,
has
been
ranked
as
the
most
attractive
emerging
 market
 for
 investment
 in
 the
 retail
 sector
 by
 AT
 Kearney's
 eighth
 annual
Global
Retail
Development
Index
(GRDI),
in
2009.
The
share
of
 retail
 trade
 in
 the
 country's
 gross
 domestic
 product
 (GDP)
 was
 between
8–10
per
cent
in
2007.
It
is
currently
around
12
per
cent,
and
 is
likely
to
reach
22
per
cent
by
2010.
 









With
rising
consumer
demand
and
greater
disposable
income,
the
 US$
400
billion
Indian
retail
sector
is
clocking
an
annual
growth
rate
of
 30
 per
 cent.
 It
 is
 projected
 to
 grow
 to
 US$
 700
 billion
 by
 2010,
 according
 to
 a
 report
 by
 global
 consultancy
 Northbridge
 Capital.
 The
 organised
business
is
expected
to
be
20
per
cent
of
the
total
market
by
 then.
In
2008,
the
share
of
organised
retail
was
7.5
per
cent
or
US$
300
 million
of
the
total
retail
market.
 
 









A
 McKinsey
 report,
 'The
 rise
 of
 Indian
 Consumer
 Market',
 estimates
that
the
Indian
consumer
market
is
likely
to
grow
four
times
 by
 2025.
 Commercial
 real
 estate
 services
 company,
 CB
 Richard
 Ellis'
 findings
state
that
India's
retail
market
has
moved
up
to
the
39th
most
 preferred
retail
destination
in
the
world
in
2009,
up
from
44
last
year.
 









 
 Banks,
 capital
 goods,
 engineering,
 fast
 moving
 consumer
 goods
 (FMCG),
 software
 services,
 oil,
 marketing,
 power,
 two‐wheelers
 and
 telecom
companies
are
leading
the
sales
and
profit
growth
of
India
Inc
 in
the
fourth
quarter
of
2008‐09.
India
continues
to
be
among
the
most
 attractive
 countries
 for
 global
 retailers.
 Foreign
 direct
 investment
 (FDI)
 inflows
 as
 on
 September
 2009,
 in
 single‐brand
 retail
 trading,
 stood
 at
 approximately
 US$
 47.43
 million,
 according
 to
 the
 Department
of
Industrial
Policy
and
Promotion
(DIPP).
 








 










India's
overall
retail
sector
is
expected
to
rise
to
US$
833
billion
 by
2013
and
to
US$
1.3
trillion
by
2018,
at
a
compound
annual
growth
 rate
(CAGR)
of
10
per
cent.
As
a
democratic
country
with
high
growth
 rates,
 consumer
 spending
 has
 risen
 sharply
 as
 the
 youth
 population
 (more
than
33
percent
of
the
country
is
below
the
age
of
15)
has
seen
a
 significant
increase
in
its
disposable
income.
Consumer
spending
rose
 an
impressive
75
per
cent
in
the
past
four
years
alone.
Also,
organised
 retail,
which
is
pegged
at
around
US$
8.14
billion,
is
expected
to
grow
 at
a
CAGR
of
40
per
cent
to
touch
US$
107
billion
by
2013.
 







The
organised
retail
sector,
which
currently
accounts
for
around
5
 per
 cent
 of
 the
 Indian
 retail
 market,
 is
 all
 set
 to
 witness
 maximum
 number
of
large
format
malls
and
branded
retail
stores
in
South
India,
 followed
 by
 North,
 West
 and
 the
 East
 in
 the
 next
 two
 years.
 Tier
 II
 cities
 like
 Noida,
 Amritsar,
 Kochi
 and
 Gurgaon,
 are
 emerging
 as
 the
 favoured
 destinations
 for
 the
 retail
 sector
 with
 their
 huge
 growth
 potential.
 






Further,
this
sector
is
expected
to
invest
around
US$
503.2
million
 in
retail
technology
service
solutions
in
the
current
financial
year.
This
 could
go
further
up
to
US$
1.26
billion
in
the
next
four
to
five
years,
at
 a
CAGR
of
40
per
cent.
 
 






India
has
emerged
the
third
most
attractive
market
destination
for
 apparel
 retailers,
 according
 to
 a
 study
 by
 global
 management
 consulting
firm
AT
Kearney.
The
Northbridge
Capital
report
states
that
 apparel
is
the
"largest
organised
retail
category",
accounting
for
39
per
 cent
of
the
organised
market.
It
is
growing
at
the
rate
of
12
to
15
per
 cent
 annually.
 Organised
 apparel
 retail
 is
 projected
 to
 touch
 US$
 200
 million
by
2010
from
the
current
worth
of
US$
120
million,
the
report
 noted.
 


 







Experts
 agree
 that
 apparel,
 along
 with
 food
 and
 grocery,
 is
 leading
 the
 growth
 of
 organised
 retailing
 in
 India.
 The
 results
 of
 the
 past
quarter
support
these
findings.
 







Buoyed
by
improved
consumer
spending,
sales
of
listed
retailers
 increased
 by
 12
 per
 cent
 in
 the
 September
 2009
 quarter
 compared
 with
 the
 same
 period
 in
 2008.
 This
 is
 higher
 than
 the
 8.2
 per
 cent
 posted
 in
 the
 June
 2009
 quarter.
 While
 the
 previous
 quarter
 saw
 value
 retailers
 such
 as
 Koutons
 Retail
 and
 Pantaloon
 leading
 sales
 recovery,
 this
 time
 around,
 sales
 of
 lifestyle
 and
 premium
 retailers
 led
 the
 growth
 trend.
 Two
 out
 of
 every
 three
 retailers
 managed
 an
 increase
of
at
least
10
per
cent,
compared
to
about
one
in
three
in
the
 June
2009
quarter.
 
 
 
 
 
 
 
 
 
 
 
 
 
 RETAILER
OF
INDIA
 

 
 1)
K.
Raheja
Group

 
  Shopper’s
stop

 Home
Stop

 Mother
care

 Hyper
city

 Crossword

  Planet
M

     
 2)
Tata
Trent

 
    Westside

 Star
India
Bazaar

 Landmark
 
 3)
RPG
Group

 
  Spencer’s
supermarket

 Spencer’s
daily

 Spencer’s
hypermarket

    Music
world

 

 4)
Reliance
Group

 
   Reliance
fresh

 Subhiksha
 

 5)
Bharti
Group

 
 6)
Aditya
Birla
Group
 

 7)
Café
Coffee
Day

 
 8)
Pantaloon
retail
(India)
Pvt.
Ltd

 









           Pantaloons


 Big
bazaar

 Food
bazaar

 Fashion
station

 All

 Blue
sky

 E‐Zone


 Collection
I

 Home
Town

 Central
Mall
 

 
 9)
Godrej
Group

 
   
 
 
 
 
 
 
 
 Godrej
Aadhar

 Nature’s
Basket

 
 
 
 
 RETAIL
IN
INDIA
 









The
India
Retail
Industry
is
the
largest
among
all
the
industries,
accounting
for
 over
13
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.



 
 









The
 total
 concept
 and
 idea
 of
 shopping
 has
 undergone
 an
 attention
 drawing
 change
in
terms
of
format
and
consumer
buying
behavior,
ushering
in
a
revolution
in
 shopping
in
India.
Modern
retailing
has
entered
into
the
Retail
market
in
India
as
is
 observed
in
the
form
of
bustling
shopping
centers,
multi‐storied
malls
and
the
huge
 complexes
that
offer
shopping,
entertainment
and
food
all
under
one
roof.


 
 








A
large
young
working
population
with
median
age
of
24
years,
nuclear
families
 in
 urban
 areas,
 along
 with
 increasing
 workingwomen
 population
 and
 emerging
 opportunities
in
the
services
sector
are
going
to
be
the
key
factors
in
the
growth
of
 the
organized
Retail
sector
in
India.
The
growth
pattern
in
organized
retailing
and
in
 the
consumption
made
by
the
Indian
population
will
follow
a
rising
graph
helping
the
 newer
businessmen
to
enter
the
India
Retail
Industry.


 
 






In
India
the
vast
middle
class
and
its
almost
untapped
retail
industry
are
the
key
 attractive
forces
for
global
retail
giants
wanting
to
enter
into
newer
markets,
which
 in
turn
will
help
the
India
Retail
Industry
to
grow
faster.
Indian
retail
is
expected
to
 grow
25
per
cent
annually.
Modern
retail
in
India
could
be
worth
US$
175‐200
billion
 by
 2016.
 The
 Food
 Retail
 Industry
 in
 India
 dominates
 the
 shopping
 basket.
 The
 Mobile
phone
Retail
Industry
in
India
is
already
a
US$
16.7
billion
business,
growing
 at
over
20
per
cent
per
year.
The
future
of
the
India
Retail
Industry
looks
promising
 with
 the
 growing
 of
 the
 market,
 with
 the
 government
 policies
 becoming
 more
 favorable
and
the
emerging
technologies
facilitating
operations.
 
 
 
 
 
 
 
 
 TOP
10
RETAILERS
IN
INDIA
 
 1.
Pentaloon
Retail
(India)
Ltd.
 2.
K.
Raheja
Group
 3.
Tata
Group
 4.
R
P
G
Group
 5.
Landmark
Group
 6.
Piramal
Group
 7.
Subhiksha
 8.
Bharti
–
Walmart
 9.
Reliance
 10.
A
V
Birla
Group
 
 
 
 
 
 
 
 
 
 
 FUTURE
GROUP
 
 









Future
 Group,
 led
 by
 its
 founder
 and
 Group
 CEO,
 Mr.
 Kishore
 Biyani,
 is
 one
 of
 India’s
 leading
 business
 houses
 with
 multiple
 businesses
 spanning
 across
 the
 consumption
 space.
 While
 retail
 forms
 the
 core
 business
 activity
 of
 Future
 Group,
 group
 subsidiaries
 are
 present
 in
 consumer
 finance,
 capital,
 insurance,
 leisure
 and
 entertainment,
 brand
 development,
 retail
 real
 estate
 development,
 retail
 media
 and
 logistics.


 









Led
 by
 its
 flagship
 enterprise,
 Pantaloon
 Retail,
 the
 group
 operates
 over
 12
 million
square
feet
of
retail
space
in
71
cities
and
towns
and
65
rural
locations
across
 India.
Headquartered
in
Mumbai
(Bombay),
Pantaloon
Retail
employs
around
30,000
 people
 and
 is
 listed
 on
 the
 Indian
 stock
 exchanges.
 The
 company
 follows
 a
 multi‐ format
 retail
 startegy
 that
 captures
 almost
 the
 entire
 consumption
 basket
 of
 Indian
 customers.
 In
 the
 lifystyle
 segment,
 the
 group
 operates
 Pantaloons,
 a
 fashion
 retail
 chain
and
Central,
a
chain
of
seamless
malls.
In
the
value
segment,
its
marquee
brand,
 Big
Bazaar
is
a
hypermarket
format
that
combines
the
look,
touch
and
feel
of
Indian
 bazaars
with
the
choice
and
convenience
of
modern
retail.

 

 
 
 
 
 
 In
 2008,
 Big
 Bazaar
 opened
 its
 100th
 store,
 marking
 the
 fastest
 ever
 organic
 expansion
 of
 a
 hypermarket.
 The
 first
 set
 of
 Big
 Bazaar
 stores
 opened
 in
 2001
 in
 Kolkata,
Hyderabad
and
Bangalore.


 









The
 group’s
 speciality
 retail
 formats
 include,
 books
 and
 music
 chain,
 Depot,
 sportswear
 retailer,
 Planet
 Sports,
 electronics
 retailer,
 Ezone,
 home
 improvement
 chain,
 Home
 Town
 and
 rural
 retail
 chain,
 Aadhar,
 among
 others.
 It
 also
 operates
 popular
shopping
portal,
futurebazaar.com.


 










Future
 Capital
 Holdings,
 the
 group’s
 financial
 arm
 provides
 investment
 advisory
to
assets
worth
over
$1
billion
that
are
being
invested
in
consumer
brands
 and
companies,
real
estate,
hotels
and
logistics.
It
also
operates
a
consumer
finance
 arm
with
branches
in
150
locations.

 









Other
group
companies
include,
Future
Generali,
the
group’s
insurance
venture
 in
partnership
with
Italy’s
Generali
Group,
Future
Brands,
a
brand
development
and
 IPR
company,
Future
Logistics,
providing
logistics
and
distribution
solutions
to
group
 companies
and
business
partners
and
Future
Media,
a
retail
media
initiative.

 

 
 
 
 
 
 The
 group’s
 presence
 in
 Leisure
 &
 Entertainment
 segment
 is
 led
 through,
 Mumbai‐based
listed
company
Galaxy
Entertainment
Limited.
Galaxy
leading
leisure
 chains,
Sports
Bar
and
Bowling
Co.
and
family
entertainment
centres,
F123.
Through
 its
partner
company,
Blue
Foods
the
group
operates
around
100
restaurants
and
food
 courts
through
brands
like
Bombay
Blues,
Spaghetti
Kitchen,
Noodle
Bar,
The
Spoon,
 Copper
Chimney
and
Gelato.
 















Future
 Group’s
 joint
 venture
 partners
 include,
 US‐based
 stationery
 products
 retailer,
Staples
and
Middle
East‐based
Axiom
Communications.


 














The
group’s
flagship
company,
Pantaloon
Retail
was
awarded
the
International
 Retailer
 of
 the
 Year
 2007,
 by
 the
 US‐based
 National
 Retail
 Federation,
 the
 largest
 retail
trade
association
and
the
the
Emerging
Market
Retailer
of
the
Year
2007
at
the
 World
Retail
Congress
in
Barcelona.


 













Future
 Group
 believes
 in
 developing
 strong
 insights
 on
 Indian
 consumers
 and
 building
businesses
based
on
Indian
ideas,
as
espoused
in
the
group’s
core
value
of
 ‘Indianness.’
The
group’s
corporate
credo
is,
‘Rewrite
rules,
Retain
values.’ 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 FUTURE
GROUP
MANIFESTO
 
 “Future”
 –
 the
 word
 which
 signifies
 optimism,
 growth,
 achievement,
 strength,
 beauty,
 rewards
 and
 perfection.
 Future
 encourages
 us
 to
 explore
 areas
 yet
 unexplored,
write
rules
yet
unwritten;
create
new
opportunities
and
new
successes.
 To
strive
for
a
glorious
future
brings
to
us
our
strength,
our
ability
to
learn,
unlearn
 and
re‐learn,
our
ability
to
evolve.
 We,
in
Future
Group,
will
not
wait
for
the
Future
to
unfold
itself
but
create
future
 scenarios
in
the
consumer
space
and
facilitate
consumption
because
consumption
 is
 development.
 Thereby,
 we
 will
 effect
 socio‐economic
 development
 for
 our
 customers,
employees,
shareholders,
associates
and
partners.
 Our
customers
will
not
just
get
what
they
need,
but
also
get
them
where,
how
and
 when
they
need.
 We
will
not
just
post
satisfactory
results,
we
will
write
success
stories.
 We
will
not
just
operate
efficiently
in
the
Indian
economy,
we
will
evolve
it.
 




We
will
not
just
spot
trends,
we
will
set
trends
by
marrying
our
understanding
of
the





 Indian
consumer
to
their
needs
of
tomorrow.


 It
is
this
understanding
that
has
helped
us
succeed.
And
it
is
this
that
will
help
us
succeed
 in
the
Future.
We
shall
keep
relearning.
And
in
this
process,
do
just
one
thing.

 
Rewrite
Rules.
Retain
Values. 
 
 
 
 
 
 
 
 GROUP
VISION
 
 Future
Group
shall
deliver
Everything,
Everywhere,
Everytime
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
VALUE
 
  Indianness
:

confidence
in
ourselves.

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


  Respect
 &
 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
 &
 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.
 
 
 
 
 
 
 
 
 
 MAJOR

MILESTONE
 






1987
 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, India’s first formal trouser brand
 







1991
 Launch of BARE, the Indian jeans brand.
 







1992
 Initial public offer (IPO) was made in the month of May.
 







1994
 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation.
 






1995
 John Miller – Formal shirt brand launched.
 






1997
 Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in Kolkata.
 






2001
 Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and Hyderabad.
 






2002
 Food Bazaar, the supermarket chain is launched.
 






2004
 Central - India’s first seamless mall is launched in Bangalore.
 
 2005
 Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and Planet Retail. Sets up India’s first real estate investment fund Kshitij to build a chain of shopping malls.
 
 
 
 





2006
 Future Capital Holdings, the company’s financial is formed to manage over $1.5 billion in real estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer finance products. Home Town, a home building and improvement products retail chain is launched along with consumer durables format, Ezone and furniture chain, Furniture Bazaar. Future Group enters into joint venture agreements to launch insurance products with Italian insurance major, Generali. Forms joint ventures with US office stationery retailer, Staples.
 
 Future Group crosses $1 billion turnover mark. 
 Specialised companies in retail media, logistics, IPR and brand development and retail-led technology services become operational. 2007
 Pantaloon Retail wins the International Retailer of the Year 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. Futurebazaar.com becomes India’s most popular shopping portal.
 
 
 2008
 Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets. Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world. Total operational retail space crosses 10 million square feet mark. Future Group acquires rural retail chain, Aadhar present in 65 rural locations.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 











 
 

Type





















:


Hypermarket

 




Founded














:

2001

 
Headquarters




:

Jogeshwari,
Mumbai

 
Industry














:


Retail

 



Products













:

Department,
Furniture,
grocery

 








































&
Fashion
Stores.
 



Promoter












:

Kishore
Biyani

 
Parent


















:

Pantaloon
Retail
India
Ltd.

 
Punch
line










:

“Is
se
sasta
aur
accha
kahin
nahi
!”
 

 Currently
120
outlets
 
 
 
 
 
 
 
 BIG
BAZAAR
 
 






Big
Bazaar
is
a
chain
of
department
stores
in
India
currently
 with
120
outlets.
It
is
owned
by
Pantaloon
Retail
India
Ltd,
Future
 Group.
It
works
on
the
same
economy
model
as
Wal‐Mart
and
has
 been
 successful
 in
 many
 Indian
 cities
 and
 small
 towns.
 The
 idea
 was
 pioneered
 by
 entrepreneur
 Mr.
 Kishore
 Biyani,
 the
 CEO
 of
 Future
Group.
Currently
Big
Bazaar
stores
are
located
only
in
India.
 It
 is
 the
 fastest
 growing
 chain
 of
 department
 stores
 and
 aims
 at
 having
350
stores
by
2010.Big
Bazaar
is
the
destination
where
you
 get
products
available
at
prices
lower
than
the
MRP,
setting
a
new
 level
of
standard
in
price,
convenience
and
quality.
 









Big
Bazaar
is
not
just
another
hypermarket.
It
caters
to
every
 need
of
your
family.
Where
Big
Bazaar
scores
over
other
stores
is
 its
value
for
money
proposition
for
the
Indian
customers.
 
 










At
Big
Bazaar,
you
will
definitely
get
the
best
products
at
the
 best
 prices
 ‐
 that’s
 what
 we
 guarantee.
 With
 the
 ever
 increasing
 array
 of
 private
 labels,
 it
 has
 opened
 the
 doors
 into
 the
 world
 of
 fashion
 and
 general
 merchandise
 including
 home
 furnishings,
 utensils,
 crockery,
 cutlery,
 sports
 goods
 and
 much
 more
 at
 prices
 that
 will
 surprise
 you.
 And
 this
 is
 just
 the
 beginning.
 Big
 Bazaar
 plans
to
add
much
more
to
complete
your
shopping
experience.

 
 
 










































 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.”
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 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

 
 
 
 
 
 
 
 
 
 
 
 
 STORE STUDY 










Big
Bazaar
 










No.
52/3,
Batarayanapura
CMC
 









Maruti
Arcade,
Nagashetty
Halli
 Hebbal, Bangalore - 560094 









Phone
No:
08066479100
 
















This
 store
 is
 of
 4
 flour
 and
 divided
 into
 5
 levels
 based
 on
 the
 nature
of
products.
There
are
24
departments
in
this
store
and
120
Human
 Resource
employed.

 














As
 this
 store
 is
 big
 enough
 with
 5
 levels
 and
 24
 departments
 has
 long
 product
 range
 and
 product
 depth.
 Once
 a
 customer
 get
 inside
 the
 store
 he
 will
 find
 all
 kinds
 of
 products
 available
 that
 may
 be
 Food
 item,
 Cosmetic,
Electronic,
Garments,
Furniture
etc.
 











Because
of
these
features
it
has
a
very
good
reputation
in
that
area
and
 customers
 who
 are
 residing
 far
 away
 and
 in
 other
 areas
 they
 also
 visit
 the
 store.

 
 
 
 LEVEL
­
1
 Departments with their Products 
 1)
Depot:
 General
books
 Office
stationary
 Children
stationary
 Film
VCD’s
&
DVD
 
 Major
brands
in
this
department
 
 For
VCD’s
&
DVD’s
 Moser
bear










































Anand
Audio
 T‐
series















































Shankar
 Yash
Raj
Films




































Saryotham
 
 
 
 
 
 2)
NBD
(New
Business
Development)
 This
is
the
department,
which
is
introduced
because
the
space
is
available
 in
 the
 store
 after
 making
 arrangement
 for
 other
 department
 and
 this
 department
consists
of
the
products,
which
are
not
introduced
and
are
not
 regular
goods.
 Wrist
Watches
 Fashion
Jewelry
 Sunglasses Auto
accessories


 Major
Brands
in
this
department
 For
Wrist
Watches
 Escort
 Lumax
 
 
 
 
 3)
Gold
Bazaar
 Navaras
Gold
Jewelry

 This
is
the
separate
unit
not
related
to
Big
Bazaar
they
share
profits
on
 percentage
basis
 
 4)
Mobile
Bazaar
 All
kinds
of
Handsets
ranging
from
Rs
1000
to
25000
of
different
 companies
 Mobile
accessories

 Coddles
phones
&
land
line
phones
 
 Major
Brands
in
this
department
 Nokia Sony Ericson Motorola


































Samsung
 Beetal








































Pacetel
 
 
 


5)
Star
Sitara
 








Cosmetics
 







Fragrances

 






Herbals
 






Pharmaceuticals
 


6)
Shringar

 








Bangles

 








Jewelry
sets
 







Bracelets
 






Hair
Accessories
 






Bindies
 





Chains

 
 
 
 
 7)
Plastics,
Utensils,
Crockery
(PUC)
 a)
Plastics
 Buckets

 Casseroles
 Containers
 Boxes
 Flasks
 Bowls
 Jug
&
Sippers
 Bottle
&
Mug
 Plastics
chair
 
 Major
brands
in
this
department
 Milton Dream Line Cello Poly set Chetan
 
 
 b)
Utensils
 

Plates,
Bowls,
Glasses
 

Non‐stick
Cookware’s
 

Kitchen
tools
 
Tiffin
Boxes
 
 c)
Crockery 
 




Crockery
cutlery

 




Table
Materials
/
Napkins
 




Casseroles

 




Dinner
sets
 Wine, Juice Glasses 
 
 
 
 
 
 8)
LUGGAGE
 
 Travel
bags



























































Trolleys
 Bags:
Schools,
Collage
Ladies
purse













Suitcase


 VIP American Tourist Aristocrat





























































Safari
 Milestone 
 
 
 
 
 
 
 
 
 
 
 LEVEL
–
2
 
 1)
Ladies
Department
 Sarees






























































 Jeans





 Dress
materials

















































Bretni
 Under
garments
















































DJ
&
C
 Night
wears
























































Ruff
&
Tuff
 Western
wears


















































Gelluse
 Major
brands
in
this
department










Accessories
 Shila Johnson and Johnson Shristhi






























































Paris
beauty
 Kalakruthi

























































VIP
 MSIL
 London
Dreams
 
 
 2)
Men’s
Department
 
 




Formals
(Shirts
&
Pants)
 




Casuals
(Shirts
&
pants)
 




Party
wears
 




Jeans
T‐Shirts




 



Others
Accessories
(Lungi
Dhoti
etc)
 



Fabrics
(Cut
pieces)
 



Suits
&
Blazers
 



Levi’s
Signature
garments
 
 Major
brands
in
this
department










 
 
 DJ
&
C


















London
Dreams
















Matrix
 Levis




















knight
hood























Buffalo
 Shatranj













Spunk



































AFL
 LEVEL
–
3
 1)
Furniture’s
Department
 Dining
Table
 Bedroom
Accessories

 Hall
accessories
(Sofa
sets,
Chairs,
Computer
table
etc)
 Mattresses
 2)
Footwear
Bazzar
 Sports
Shoes








































Ladies
Sandals
 Formal
Shoes






































Ladies
Casuals
 Casual
Shoes







































Ladies
Chapple
 Men’s
Sandals




































Ladies
fancy
Sleepers

 Ladies
Sports
shoe
 
 
 
 Major
brands
in
this
department











 Reebok Nike 




Puma















































Loto
 




Van
hussain

































Hallen
solly
 




New
balance
 3)
Home
Decor
 Flower
vase













































Photo
Frames
 Artificial
Flowers



































Birthday
items
 Religious
gifts








































Water
falls
(artificial)
 Candle
stand










































Frame
Paintings
 Umbrellas















































Assorted
color
Stones
 
 
 
 4)
Home
line
 bed
sheets,
Pillows
,
bed
spreads
 Towels,
Yellow
dust

 Razai
,
Carpets,
Cushion
covers
 Chair
bags
 Major
brands
in
this
department











 Riviera




















































Sameera
 Oriental


















































Orchid
 Home
collection


































Home
expression
 Home
style












































Sweet
dreams
 5)
Toys
Department
 Soft
toys
 Educational
toys
 Board
games,
Action
figures

 Dolls

 
 Major
brands
in
this
department
 Fun
school











































Venus
 Mitashi


















































Creatives
 United



















































Shadilal
&
Sons
 Flamingo
 6) Kids department 
Boy’s
section


































Girls
Section
 T‐Shirts,
Trousers,
jeans






















Ethic
wears
 Cotton
shirts,
Cargo,
Cod
raw













Co‐
ordinates
 Ethic
wears















































Cotton
frocks
 Co
ordinates













































Western
wears
 Rain
cotes
 

 
 
 Major
brands
in
this
department
 Tara Rum Pum collection Disney
 Pink
And
Blue
 Power
ranges
 Promo
 7)
Infants
 Jhablas







































Bed
items
 Vests










































Bibs
feedings
 Baba
suits

































Frocks 
 
 
 
 
 LEVEL

­
4
 FOOD
BAZAAR
 1)
Beverages
 





Soft
drinks
 




Mineral
water
 




Juices
 




Health
drinks
 2)
Confectionaries
 




All
kinds
of
Chocolates
&
Confectionaries

 3)
Fruits
&
Vegetables
 4)
staples
 





Dal,
Rice,
Atta,
Rava
items

















Spicy
items
 




Oil’s,
Masala
items































Dry
fruits
 




Ready
meals










































Breakfast
cereals
 5)
Process
Dept
 Health
drinks





























Instant
Mixes
 Ready
to
eat































Soups,
Bread
Items,

Pickles
 Corn
flaks,
Chips























Spreads
 Major
brands
in
this
department
 For
Beverages



































For
confectionaries
 Maaza



































































Dairy
Milk
 Slice






































































Nestle
 Bisleri



































































Parle
 Coca
cola



























































For
Staples
 Pepsi



































































Ashirwad
 Thumps
up























































Pillsbury
 Appy




































































Dhara
 














































































Sunflower
 Non – Food Items 6) Home care 






Phenyl,
Detergents
 






Dish
wash,
Tissue
papers,
Scratch
 






Shoe
cases,
Fresh
wrap

 7)
Personal
care

 






Soaps,
toothpaste,
Shampoo

 






Deodorants,
Body
spry

 






Baby
food,
Talcum
powder
 






Men’s
apparel
 Major
brands
in
this
department
 Lysole HUL Nirma Colgate Pepsodent Parachute Lux
International
 LEVEL
–
5
 Electronics
Bazaar
 












Televisions
































Irons,
Mixers
&
Grinder
 











Sound
System




























Refrigerators
 











Washing
machines


















Microwave
 











Rice
cookers






























Juicers
 
 






Major
brands
in
this
department
 










Koryo










































Philips
 









Sony












































Samsung
 









Videocon




































Onida
 

 









LG

















































Sanyo
 









Panasonic


































Haier
 
 
 AWARDS
AND
RECOGNITION
 
  MOST
ADMIRED
RETAILER
OF
THE
YEAR:
HYPERMARKET
‐
 BIG
BAZAAR­2009
 
  INDIAN
RETAIL
FORUM
AWARDS
2008

 
  THE
INDIASTAR
AWARD
2008
 
  RETAIL
ASIA
PACIFIC
500
TOP
AWARDS
2008

 
  COCA‐COLA
GOLDEN
SPOON
AWARDS
2008
 
  THE
REID
&
TAYLOR
AWARDS
FOR
RETAIL
EXCELLENCE
2008
 
  PLATINUM
TRUSTED
BRAND
AWARD
IMAGES
RETAIL
AWARD
 2005,06
 
 
 
 
 
 
 BOARD
OF
DIRECTORS
 
 
 Mr.
Kishore
Biyani











‐
Managing
Director
 Mr.
Gopikishan
Biyani




‐
Wholetime
Director
 Mr.
Rakesh
Biyani












‐
Wholetime
Director
 Mr.
Vijay
Biyani

















‐
Wholetime
Director
 Mr.
Vijay
Kumar
Chopra
‐
Independent
Director
 Mr.
Shailesh
Haribhakti

‐
Independent
Director
 Mr.
S
Doreswamy














‐
Independent
Director
 Dr.
D
O
Koshy





















‐
Independent
Director
 Ms.
Bala
Deshpande








‐
Independent
Director
 Mr.
Anil
Harish


















‐
Independent
Director
 
 
 
 
 
 
 
 
 














INDIA
–LARGE
CONSUMPTION
COSMOS
 
 
 With over 28 states, 18 major languages, 8 major religions, 4000 different castes and communities celebrating 72 festivals, India is the most diverse country. 
 
 I is set to become a US$ 450 billion market by India 2015
 
 
 Current share of organized retail is estimated to be 4-5% i.e US$18-20 billion market. India’s working population to be 68% in FY2020 from 63% in Y2008 Self employed people form a majority of consumers in India (organized sector accounts for less than 10% of jobs) India is one of the youngest consumer markets in the world. Over 50% of the population is below the age of 25 years 
 
 
 
 
 India is at the brink of a Creative Economy driven by speed and imagination It is expected to expand to 1418% by 2015 i.e US$ 75 billion
 Shopping basket of average Indian ranges from US$7-10 lower than international average is expected to increase 
 ORGANIZATION
STRUCTURE
(Zonal)
 
 
 
 President
 
 
 Vice
 President
 
 
 
 
 Mkt.
 Mgr
 HR
 Category
 Mgr
 Financ e
Mgr
 Operatio n
Head
 
 
 
 Mkt.
 Head
 HR
Head
 Categories
 Head
 
 
 
 Finance
 Head
 Store
 Mgr
 
 
 
 STORE STRUCTURE 
 
 Store


Manager
 
 
 
 
 
 Dept
Mgr
 Mkt.
Mgr
 Ass.
Store
Mgr
 H
R
Mgr
 CSD
 Visual
 
 Asst.
Dept
Mgr
 
 
 Cashier
 Merchandising
 
 Info
 Administration
 Team
Leader
 Asst.
D
M
 Security
 Maintenance
 
 
 
 
 
 House
Keeping
 
 
 
 7
P’s
of
Big
Bazaar
 
 
 
 
 
 7
P
Analysis
Of
Big
Bazaar
 










 


7P
 Marketing
 Mix
 is
 more
 useful
 for
 services
 industries
 and
 knowledge
 intensive
 industries.
 Successful
 marketing
 depends
 on
 number
of
key
issues.
The
seven
keys
issues
are
explained
as:
‐

 
 
 
 PRODUCT
 














Big
 Bazaar
 offers
 a
 wide
 range
 of
 products
 which
 range
 from
apparels,
food,
farm
products,
furniture,
child
care,
toys,
etc.
 Products
of
all
the
major
brands
are
available
at
Big
Bazaar.
Also,
 there
 are
 many
 in
 house
 brands
 promoted
 by
 Big
 Bazaar.
 Big
 Bazaar
sold
over
300,000
pairs
of
jeans,
50,000
DVD‐players
and
 25,000
microwave‐ovens.
In
all,
the
fashion,
electronics
and
travel
 segments
made
up
about
70%
of
sales.
Last
year,
these
categories
 made
up
only
about
60%.

 
 
 
 
 
 
 
 
 
 PRODUCT
MIX
OF
BIG
BAZAAR
 
 FASHION
 FOOD
 •Formal
wear
 •Ready
to
eat
 •Casual
wear
 •Ready
to
cook
 •Night
wear
 •Spices
 •T‐shirt
 •Staples
 •Jeans
 •International
foods
 •Sarees
 •Tea
&
Cofee
 •Dress
materials
 
 •Ethnic
wears
 •Party
wears
 
 CHILL
STATION
 FASHION
&
 JEWELLERY
 •Soft
drink
 •Footwear
Bazaar

 •Packaged
juice
 •Beauty
Care

 •Milk
Items
 •Navara

 •Frozen
foods
 •Star
Parivar

 Ice
creams

 •Meena
Bindre

 
 
 
 HOME
&
PERSONAL
CARE
 ELECTRONICS
BAZAAR
 •Shampoo
 •Television
sets

 •Detergent
 •Washing
Machines

 •Soap
 •Refrigerator

 •Liquid
Wash
 •Personal
Care

 •Creams
 •mBazaar

 •Deodrant
 •Microwaves

 •Home
cleaners
 •Small
Appliances

 •Utensils
 •Laptops

 •Crokery
 •Computer
Accessories

 Bundles

 •Kitchen
Appliances

 
 FURNITURES
BAZAAR
 OTHERS
SERVICES
 • Living
Room

 •Mr.
right

 • Bed
Room

 •Bakery

 • Kitchen

 •Loot
Mart

 • Dinning
Rooms

 •Tulsi

 • Kids
Room

 •Future
Money

 • Been
Bags

 •Future
Generally

 • Paintings

 
 • Decorative
Items

 
 PRICE
 
 








The
 tag‐line
 is
 “Is
 se
 sasta
 aur
 accha
 aur
 kahin
 nahi”.
 They
 work
on
the
model
of
economics
of
scale.
There
pricing
objective
 is
to
get
“Maximum
Market
Share”.
The
various
techniques
used
at
 Big
Bazaar
are:
‐
 
  Value
 Pricing
 (EDLP
 ­
 Every
 Day
 Low
 Pricing):
 Big
 Bazaar
 promises
 consumers
 the
 lowest
 available
 price
 without
 coupon
 clipping,
 waiting
 for
 discount
 promotions,
 or
 comparison
shopping.
 
  Promotional
 Pricing:
 Big
 Bazaar
 offers
 financing
 at
 low
 interest
 rate.
 The
 concept
 of
 psychological
 discounting
 (Rs.
 99,
 Rs.
 49,
 etc.)
 is
 used
 as
 promotional
 tool.
 Big
 Bazaar
 also
 caters
 on
 Special
 Event
 Pricing
 (Close
 to
 Diwali
 and
 Durga
 Pooja).
 
  Differentiated
 Pricing:
 Time
 pricing,
 i.e.,
 difference
 in
 rate
 based
on
peak
and
non‐peak
hours
or
days
of
shopping
is
also
 a
 pricing
 technique
 used
 in
 Indian
 retail,
 which
 is
 aggressively
used
by
Big
Bazaar.
 
  Bundling:
 Selling
 combo‐packs
 and
 offering
 discount
 to
 customers.
The
combo‐packs
add
value
to
customer.
 
 
 
 
 PLACE
 
 







Big
Bazaar
stores
are
located
in
50
cities
with
116
outlets.
Big
 Bazaar
has
presence
in
almost
all
the
major
Indian
cities.
They
are
 aggressive
on
their
expansion
plans.
 
 
 
 
 INDIA
 •Number

of
outlets
–
116.
 
 •Located
in
main
city
–
tier
I&
 tier
city
II.
 
 •Area
10,000

sq
ft
–
1,20,000
sq
 ft.
 
 •High
street
area
of
city.
 
 •Approachable
destinations.
 
 
 
 PROMOTION
 
  Big
Bazaar
started
many
new
and
innovative
cross‐sell
 and
 up‐sell
 strategies
 in
 Indian
 retail
 market.
 The
 various
 promotion
 techniques
 used
 at
 Big
 Bazaar
 include
“saal
ke
sabse
saste
teen
din”,
Future
Card
(the
 card
 offers
 3%
 discount),
 Shakti
 Card,
 Wednesday
 bazaar.etc,.
  Brand
 Endorsement
 by
 M.
 S.
 Dhoni,
 Exchange
 Offer
 ‐
 ‘Junk
Swap
Offer’,
Point‐of‐Purchase
Promotions.
  Advertising
has
played
a
crucial
role
in
building
of
the
 brand.
 Big
 Bazaar
 advertisements
 are
 seen
 in
 print
 media,
TV,
Radio
(FM)
and
road‐side
bill‐boards.
 
 
 Below
the
line
Promotion
 Above
the
line
Promotion
  Coupon
 Discount,
 more
 of
  Giving
 advertisement
 in
 the
 products
 at
 normal
 news
 papers,
 TV,
 Internet,
 price,
 gift
 with
 purchase,
 (own
 website
 which
 gives
 competitions
 and
 prizes,
 online
shoping
services)
 money
 back
 offers
 and
  Partnership
 with
 Bigflix,
 Big
 exchange
 offers,
 special
 FM
92.7
 occasions
 
 
 
 
 
 PEOPLE
 
 They
 are
 one
 of
 the
 key
 assets
 for
 any
 organization.
 The
 salient
 features
of
staff
of
Big
Bazaar
are:
‐
  Well‐trained
 staff,
 the
 staff
 employed
 by
 Big‐Bazaar
 are
 well‐ suited
for
modern
retail.
  Well‐dressed
staff
improves
the
overall
appearance
of
store.
  Employees
are
motivated
to
think
out‐of‐the‐box.
Retail
sector
 is
 in
 growth
 stage,
 so
 staff
 is
 empowered
 to
 take
 innovative
 steps.
  Employs
close
to
10,000
people
and
recruits
nearly
500
people
 every
month.
  Use
of
technology
like
scenario
planning
for
decision
making.
  Multiple
 counters
 for
 payment,
 staff
 at
 store
 to
 keep
 baggage
 and
 security
 guards
 at
 every
 gate,
 makes
 for
 a
 customer‐ friendly
atmosphere.
  Well
trained
staff;

  Appearance;

  Empowered
individual;

  Encouraged
to
think
out
of
 box
 
 
  Example‐
Ved
Prakash
 Araya
(Chief
Operating)
 officer,
Sanjib
 Agrawal(Head
Marketing)

 
 PROCESS
 The
 goods’
 dispatch
 and
 purchasing
 area
 has
 certain
 salient
features
which
include:
‐
  Multiple
 counters
 with
 trolleys
 to
 carry
 the
 items
 purchased.
  Proper
 display
 /
 posters
 of
 the
 place
 like
 (DAL,
 SOAP,
etc.).
  Home
delivery
counters
also
started
at
many
places.
 
 













 
 
 
 
 
 PHYSICAL
EVIDENCE
 









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














 
 
 
 POSITIONING
OF
BIG
BAZAAR
 
 
 
 
 High
 services
 
 
 


















 

























 
 
 Low
 Price
 High
 Price
 
 
 
 
 
 
 
 
 Low
 services
 
 
 
 
 BIG
BAZAAR
AT
BCG
MATRIX
 
 
 
 M
 A
 R





















H
 K





















I
 E





















G
 
 T





















H
 
 
 G
 R
 L
 O
 O
 W
 W
 T
 

? 





















































 









 












































 
 

































 
 






















 
 
 H





 









































HIGH








































LOW

















 
 
 



























M


A

R

K


E



T







S



H




A



R


E









 
 
 LIFE
CYCLE
OF
BIG
BAZAAR
 
 
 
 
 S
 A
 L
 E
 S
 
 
 
 
 
 
 
 





FUNCTIONAL
DEPARTMENT
OF
BIG
BAZAAR
 
 
 
 1.
Human
Resources
Dept
 2.
Finance
Dept
 3.
Marketing
Dept
 4.
Logistics
Dept
 5.
Sales
Dept
 6.
Customers
service
Dept
 7.
Administration
Dept
 
 
 
 
 
 
 
 
 Human
Resources
Dept
 
 
  Selects
 &
 recruits
 employees
 through
 various
 sources
 such
 as
 consultancy
 services,
 walk‐ins,
 Referrals,
Campus
recruitment
.
  Trains
 &
 develops
 employees
 through
 its
 own
 specialized
 training
 centre
 known
 as
 Gurukul.
 Motivates
 all
 employees
 to
 perform
 to
 their
 best
 through
 various
 monetary
 and
 non‐monetary
 rewards.
  Employees
are
retained
by
keeping
them
happy
and
 satisfied
through
various
schemes
of
the
Company.
  Regular
 and
 periodic
 performance
 appraisal
 of
 all
 the
employees
is
conducted
and
suitably
rewarded.
 
 



WHAT
IS
HUMAN
RESOURCE
MANAGEMENT?
 
 
The
effective
use
of
people
to
achieve
both
organizational
 and
 individual
 goals.
 It
 is
 actually
 effective
 reruitment,
 selection,
 development,
 compensation,
 and
 utiization
 of
 human
resources
by
organizations.

 




 


Before
few
years

 





HR
manager
was
only
black
box.
Their
role
was
more
closely
 aligned
with
personnel
and
administration
functions.

 



•
Potent
 
•
Recruiting

 
•
Hiring
 
•
Training
 
•
Organization
Development
 
•
Communication
 

New
H
R
Role

 • Coaching
 • Policy
Recommendation
 • Salary
and
Benefits

 • Team
Building
 • Employee
Relations
 • Leadership
 
 
 Key
functions
 
 Human
resource
management
serves
these
key
functions:

 
 •Recruitment
&
Selection

 •Training
and
Development
(People
or
Organization)

 •Performance
Evaluation
and
Management
 •Promotions

 •Redundancy

 •Industrial
and
Employee
Relations

 •Record
keeping
of
all
personal
data.
 •Compensation,
pensions,
bonuses
etc
in
liaison
with
Payroll
 •Confidential
 advice
 to
 internal
 'customers'
 in
 relation
 to
 problems
at
work

 •Career
development
 





 

Big
Bazaar
People
Management
System
 Big
Bazaar
People
management
system
is
built
on
5
pillars
of
people
based
 growth:

 
 • Culture
Building

 • Performance
Management
through
Balanced
Score
Card

 • People
Processes

 • Management
Processes
 • Leadership
Excellence
 
 HUMAN
RESOURCE
DEPARTMENT
OF
BIG
BAZAAR
 
 






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.
programmes
for
all
They
 have
 continuous
 developmental
 the
 employees.
 Currently
 Big
 Bazaar
 Hebbal
 (Bangalore)
 is
 employing
 150
 full
 time
 and
 60
 part
 time
 employees.
 There
 are
 two
 shifts
 for
 the
 employees.
 The
 first
 shift
 employees
 arrive
 at
 10AM
 in
 the
 morning
 and
 leave
 at
 7.30
 in
 the
 evening,
 while
 the
 second
 shift
 employees
 report
 at
 12.30
 in
 the
 afternoon
 and
 leave
 at
 the
 time
 of
 Store
 closing
(10pm).

 






For
any
HR
activity
one
of
the
major
activity
is
 recruitment
 of
 the
 employee.
 The
 
 following
 are
 the
 main
 sources
 through
 which
Big
Bazaar
recruit
it
employees.
 
 
 Sources
of
Recruitment
 
 a)
Consultancy
Services:
For
top
level
management,
employees
 are
 recruited
 through
 private
 consultants.
 They
 are
 usually
 appointed
as
Departmental
Managers.
 
 b)
Walk­ins:
This
is
the
main
source
through
which
Big
Bazaar
 recruits
 its
 employees.
 People
 seeking
 job
 usually
 themselves
 approach
the
HR
department
for
job
vacancy.
Employees
usually
 selected
 from
 this
 source
 are
 appointed
 at
 the
 entry
 level
 as
 team
members.
 
 c)
 Employee
 Referrals:
 This
 is
 the
 other
 main
 source
 through
 which
employees
are
selected.
Candidates
who
have
given
their
 previous
 employer
 as
 referrals
 are
 first
 interviewed
 and
 from
 their
 previous
 employer,
 opinion
 is
 taken
 about
 their
 behavior
 and
 performance
 in
 the
 job.
 If
 they
 receive
 a
 positive
 opinion
 from
their
previous
employer
they
are
selected.

 
 d)
 Campus
 Recruitment:
 Young
 people
 bring
 new
 ideas
 and
 fresh
 enthusiasm.
 Therefore
 Big
 Bazaar
 visits
 some
 of
 the
 reputed
 educational
 institutions
 to
 hire
 some
 of
 the
 most
 talented
 and
 promising
 students
 as
 its
 employees.
 
 Selection
 Procedure
The
following
is
the
selection
procedure
that
the
HR
 department
practices
to
hire
its
employees.
 
 i)
 Interview:
 For
 entry
 level
 jobs,
 the
 candidates
 are
 interviewed
 by
 a
 HR
 person.
 They
 are
 asked
 a
 few
 basis
 questions
 about
 their
 education,
 previous
 work
 experience
 if
 any,
 languages
 known
 etc.
 This
 is
 done
 to
 evaluate
 the
 candidate’s
 ability
 to
 communicate
 freely
 and
 also
 other
 skills.
 
 
 ii)
 Psychometric
 Tests:
 For
 higher
 and
 top
 level
 jobs,
 candidates
are
asked
to
answer
a
few
questions
which
basically
 test
 their
 sharpness,
 analytical
 ability,
 ability
 to
 handle
 stress,
 presence
of
mind
etc.
This
is
done
as
Managers
are
required
to
 work
under
stress
all
the
time
and
still
maintain
a
cool
head
to
 make
some
vital
decisions.
 
 
 
 
iii)
 Group
 Discussion:
 In
 campus
 recruitment
 students
 are
 involved
in
a
Group
Discussion,
where
they
will
be
given
a
topic
 on
 which
 the
 group
 has
 to
 deliberate,
 discuss
 and
 arrive
 at
 a
 solution
 or
 a
 decision
 which
 is
 accepted
 by
 the
 whole
 group.
 Along
with
the
G
D
they
are
also
given
a
written
aptitude
test.

 

















 






















Finally
 a
 formal
 interview
 will
 be
 conducted
 to
 assess
the
overall
skills
of
the
student.
 
 Induction
 
 











New
employees
selected
will
be
given
a
13
day
induction
 and
training
program.
They
will
be
given
information
about
the
 company’s
 business,
 different
 departments
 etc.
 They
 will
 be
 informed
 of
 their
 roles,
 duties
 and
 responsibilities.
 They
 will
 also
 be
 informed
 about
 the
 HR
 policies
 and
 rules
 of
 the
 company.
 













The
new
employees
will
be
on
probation
for
a
period
of
6
 months.
 After
 this
 period
 the
 HR
 period
 along
 with
 the
 department
 manager
 will
 review
 the
 performance
 of
 the
 employee.
 If
 the
 employee’s
 performance
 is
 good
 and
 encouraging,
the
employee’s
services
will
be
confirmed.
 
 
 Compensation
&
Rewards
 
 The
 employees
 are
 rewarded
 suitably
 with
 attractive
 pay
 packages.

 The
 salary
 of
 an
 employee
 includes
 basic
 pay.
 HRA,
 special
 allowance,
PF,ESI,
Mediclaim
etc.
 
Annual
bonus
will
be
given
at
the
time
of
Diwali.
 
The
 employees
 and
 their
 dependents
 are
 also
 entitled
 for
 medical
 treatment
 in
 recognized
 hospitals
 with
 cashless
 hospitalization
with
whom
the
company
has
tie‐ups.
 If
 a
 hospital
 is
 not
 recognized,
 the
 amount
 spent
 by
 the
 employee
will
be
reimbursed.

 










Along
with
these
all
the
employees
are
given
a
card
known
 as
‘Employee
Discount
card’
(EDC)
through
which
they
can
buy
 any
product
at
Big
Bazaar
at
a
special
discount
of
20‐30
%.
 
 Leaves
and
other
rules
 
 













An
 employee
 during
 his
 probationary
 period
 is
 entitled
 for
7
days
of
leave.
A
confirmed
employee
is
entitled
for
30
days
 of
leave
in
a
year.
There
is
only
one
type
of
leave
the
employees
 can
take
which
is
known
as
All
Purpose
Leave
(APL).
 
All
the
employees
will
be
given
identity
cards
which
they
have
 to
wear
and
also
swipe
while
at
the
time
of
entering
and
leaving
 the
Store.
 
 
 
 Performance
Appraisal
 
 










The
HR
department
conducts
performance
appraisal
of
all
 the
employees
annually
in
the
month
of
April.

 








Based
 on
 their
 performance
 increments
 will
 be
 given
 in
 their
pay.
In
addition
to
this
if
an
employee
achieves
or
exceeds
 the
 target
 given
 to
 along
 with
 their
 team
 members
 will
 be
 provided
with
attractive
cash
and
other
incentives

 
 
 Training
&
Development
 
 
 








 

Future
group
has
its
own
training
division
for
all
its
employees,
 known
as
‘Future
Learning
&
Development
Limited’
(FLDL).
All
 the
 employees
 are
 given
 training
 for
 20
 days
 in
 a
 year
 spread
 over
different
periods.

 
 















‘Gurukul’
which
is
a
part
of
FLDL
gives
training
to
all
the
 employees
 on
 various
 skills
 like
 team
 work,
 dedication
 discipline
 improving
 customer
 service
 etc
 to
 make
 them
 more
 knowledgeable
and
productive

 
 Retention
Strategy
 
 
















We
 strive
 to
 foster
 a
 feeling
 of
 well‐being
 in
 our
 employees
through
care
and
respect,
we
have
several
structured
 processes
 including
 employee
 mentoring
 and
 grievance
 management
 programmes
 which
 are
 intended
 to
 facilitate
 a
 friendly
and
cohesive
organisation
culture.
Off‐site
activities
are
 encouraged
 improve
 inter‐personal
 relationship.
 We
 also
 acknowledge
 the
 efforts
 exerted
 by
 our
 employees
 by
 organisation
an
annual
celebration
called
‘Pantaloon
Day’
where
 we
 recognize
 employees
 who
 have
 shown
 exceptional
 talent,
 sincerity
 and
 dedication.
 We
 have
 implemented
 an
 employee
 suggesstion
 programme
 called
 ‘Prerna’
 where
 in
 the
 employee
 can
 give
 their
 suggestions.
 Every
 quarter
 the
 best
 suggestion
 received
 per
 zone
 per
 format
 is
 awarded
 prize
 called
 “Golden
 Cap”.
 
 
 Internal
controls
and
Risk
Management
 
 







The
company
uses
the
services
of
Ernst
&
Young
for
process
 audit
and
risk
management
and
the
scope
of
their
work
covers
 all
 the
 company’s
 formats
 i.e.
 Pantaloons,
 Big
 Bazaar,
 Food
 Bazaar
and
Factory
Outlet.

 The
objectives
are
to:
  Gain
an
understanding
of
the
various
Business
Processes

  Identify
 the
 strengths
 and
 weaknesses
 in
 the
 existing
 systems
and
procedures.
  Review
use
of
technology
in
the
function
  Identify
 key
 business
 process
 risks
 and
 review
 the
 adequacy
of
the
controls
and
mitigate
them.

  Test
the
effectiveness
of
controls
the
most
significant
risks
 and
provide
recommendations
to
improve
controls.
  Identify
potential
areas
for
improving
process
efficiency

  Broadly
 develop
 on
 improvement
 portfolio
 and
 raise
 the
 level
 of
 awareness
 of
 how
 business
 is
 impacted
 by
 inadequately
 controlled
 risks
 inherent
 in
 the
 business
 process.
 
















Internal
 audit
 of
 our
 each
 store
 is
 also
 undertaken
 by
 an
independent
audit
firm
on
monthly/quarterly
basis.
 
 WHAT
MOTIVATES
EMPLOYEES?
 
 











The
 main
 issue
 that
 every
 manager
 talks
 about
 relating
 to
 his
employee
is,
that
he
might
have
better‐motivated
employee.
In
 Big
 Bazaar
 the
 scenario
 is
 different.
 Here
 employees
 are
 motivated
 through
 various
 ways
 and
 some
 of
 the
 ways
 are
 discussed
below.

 




•
Feeling
“in”
on
things.
 




•
Good
wages.

 




•
Good
working
conditions
 




•
Job
security
 




•
Full
appreciation
of
work
that
is
done

 




•
Tactful
disciplining

 




•
Employer
loyalty
to
employees
 




•
Interesting
work
 



•
Promotion
and
growth
in
the
organization

 
 WHAT
MOTIVATES
EMPLOYEES?
 
 
 




































































































































































Rank

 
Feeling
“in”
on
things





























































8
 
Good
wages















































































1





















 
Good
working
conditions






















































4

































 
Job
security
















































































2

































 
Full
appreciation
of
work
that
is
done































5
































 

Tactful
disciplining


































































9
































 
Employer
loyalty
to
employees












































7
































 
Interesting
work







































































3

































 
Promotion
and
growth
in
the
organization






















6
 Work
Culture
at
Big
Bazaar
 
 












At
 Pantaloon
 Retail,
 Empowerment
 is
 what
 you
 acquire
 and
 Freedom
 at
 Work
 is
 what
 you
 get.
 We
 believe
 our
 most
 valuable
 assets
 are
 our
 People.
 Young
 in
 spirit,
 adventurous
 in
 action,
 with
 an
 average
 age
 of
 27
 years,
 our
 skilled
 &
 qualified
 professionals
work
in
an
environment
where
change
is
the
only
 constant.
 
Powered
 by
 the
 desire
 to
 create
 path‐breaking
 practices
 and
 held
together
by
values,
work
in
this
people
intensive
industry
is
 driven
 by
 softer
 issues.
 In
 our
 world,
 making
 a
 difference
 to
 Customers’
 lives
 is
 a
 Passion
 and
 performance
 is
 the
 key
 that
 makes
it
possible.
Out
of
the
Box
thinking
has
become
a
way
of
 life
 at
 Pantaloon
 Retail
 and
 living
 with
 the
 change,
 a
 habit.
 Leadership
is
a
value
that
is
followed
by
one
and
all
at
Pantaloon
 Retail.
Leadership
is
the
quality
that
motivates
us
to
never
stop
 learning,
stretching
to
reach
the
next
challenge,
knowing
that
we
 will
 be
 rewarded
 along
 the
 way.
 In
 the
 quest
 of
 creating
 an
 Indian
model
of
retailing,
Pantaloon
Retail
has
taken
initiatives
 to
 launch
 many
 retail
 formats
 that
 have
 come
 to
 serve
 as
 a
 benchmark
in
the
industry.
Believing
in
leadership
has
given
us
 the
 optimism
 to
 change
 and
 be
 successful
 at
 it.
 We
 do
 not
 predict
the
future,
but
create
it.
 At
 Pantaloon
 Retail
 you
 will
 get
 an
 opportunity
 to
 handle
 multiple
 responsibilities,
 and
 therein,
 the
 grooming
 to
 play
 a
 larger
role
in
the
future.
Work
is
a
unique
mix
of
preserving
our
 core
 Indian
 values
 and
 yet
 providing
 customers
 with
 a
 service,
 on
par
with
international
standards
.
 At
 Pantaloon
 you
 will
 work
 with
 some
 of
 the
 brightest
 people
 from
different
spheres
of
industry.
We
believe
it’s
a
place
where
 you
can
live
your
dreams
and
pursue
a
career
that
reflects
your
 skills
and
passions.
 
 Measurement
of
Customer
Satisfaction
 
 















We
 have
 devised
 a
 model
 called
 CEM‐
 Customer
 Experience
 Management
 Model
 to
 measure
 customer
 satisfaction
 in
 our
 stores.
 The
 Customer
 Experience
 Management
 Model
 focuses
 on
 the
 customer’s
 experience
 at
 every
 touch
 point
 in
 the
 store
 ranging
 from
 
 their
 first
 impression
 of
 the
 store,
 to
 their
 experience
 at
 the
 trial
 rooms,
 toilets,
 with
 our
 staff
 through
 various
 processes
 such
 as
 billing
 and
exchanges.
We
have
hired
a
research
agency
called
MACRO

 Market
Analysis
and
Consumer
Research
Organization.

 
 



















This
 agency
 sends
 people
 who
 are
 called
 ‘Mystery
 Shoppers’
 to
 visit
 the
 stores
 and
 then
 their
 experience
 is
 documented
on
a
feedback
form,
which
is
then
sent
to
us.
Based
 on
the
feedback
formed
analysis
is
done
and
the
stores
are
given
 scores.
 This
 allows
 us
 to
 track
 performance
 on
 customer
 expectation
at
overall,
format
and
store
levels,
determine
critical
 improvement
areas
are
all
levels
and
also
identify
opportunities
 that
we
can
leverage
upon.

 



















 












Besides,
we
have
also
started
an
in‐house
initiative
called
 ‘Pragati’
 whereby
 one
 person
 from
 the
 head
 office
 operations
 team
 visits
 the
 stores
 and
 observes
 the
 stores
 with
 respect
 to
 certain
 pre‐parameters
 like
 store
 exteriors,
 baggage
 window,
 customer
service,
store
ambience
etc.
This
activity
is
done
on
a
 quarterly
 basis
 and
 three
 best
 stores
 under
 each
 format
 are
 announced.
This
encourages
the
stores
to
improve
the
efficiency
 of
their
store
operations.
 
 
 
 FINANCE
DEPARTMENT
 
 








Finance
 is
 the
 life
 blood
 of
 any
 business.
 The
 South
 Zone
 Head
office
located
at
Jayanagar,
performs
most
of
the
financial
 functions
and
therefore
the
Finance
department
of
Big
Bazaar,
 Hebbal
 
 performs
 a
 few
 basic
 functions,
 such
 as
 preparing
 the
 Store’s
 ‘Income
 and
 Expenditure
 Statement’
 giving
 full
 particulars
 of
 all
 items.
 It
 also
 prepares
 the
 budget
 for
 expenditure
 at
 various
 levels
 on
 different
 items.
 This
 department
 is
 also
 responsible
 for
 deciding
 and
 giving
 the
 weekly,
monthly
and
yearly
sales
targets
and
the
margins
for
all
 the
 departments
 separately.
 The
 Finance
 department
 is
 also
 responsible
 for
 collecting
 and
 depositing
 the
 cash
 received
 in
 the
company’s
bank
account
daily.
Review
of
Performance:
The
 company
 crossed
 $1
 billion
 turnover
 mark
 during
 the
 year
 under
 review,
 having
 recorded
 a
 robust
 growth
 in
 both
 the
 topline
as
well
as
in
bottom
line.

 
 
  Prepares
the
budget
for
expenditure
at
all
levels.

  Decides
and
gives
the
sales
targets
for
all
the
departments



 periodically.
  Maintains
 the
 books
 of
 accounts
 Collects
 &
 deposits
 the
 cash
 received
 daily
 through
 sales
 in
 the
 Company’s
 bank
 account

 
 
 
 Profit
&
Loss
Summary
 
 
 YOY 08- IN Jun DEC Particulars 09(Rs .in Crs) Jun Net Sales / Income from Operation 6342 5049 25.6 Other Income 6 4 61.3 PBDIT 674 464 45.3 Depreciation 140 83 67.9 PBIT 534 381 40.3 Interest 318 185 71.8 PBT 216 196 10.5 Tax 76 70 8.6 PAT 141 126 11.6 Cash Profit 281 209 34 
 
 
 
 
 
 
 
 percentage of sale 09-Jun 08-Jun 100 0.1 10.6 2.2 8.4 5 3.4 1.2 2.2 4.4 100 0.1 9.2 1.7 7.5 3.7 3.9 1.4 2.5 4.1 
 Balance
Sheet
Summary
 
 
 Amount (Rs in Cr) 2009 2008 Particulars Source of Funds Net Worth Loan Funds Deferred Tax Total Application of Funds Fixed Assets CWIP Investment Current Asset Current Liablities Net Working Capital Total Debt / Equity Ratio 
 
 
 
 
 
 2286 2850 116 5252 1847 2192 68 4106 1569 345 954 3283 898 2384 5252 1.25 1198 331 587 2629 638 1991 4106 1.19 
 Cash
Flow
Summary
 
 
 Particulars (Rs in Crs) Source of Fund Opening Cash Share Capital Retained Earnings Increase / (decrease) in Borrowing Total Application Of Fund Fixed Assets & CWP Inc / Dec In Working Capital Investment Closing Cash Total 
 
 
 
 
 09-Jun 08-Jun 121 299 326 163 690 155 659 1405 892 1900 523 801 405 368 109 1405 643 335 121 1990 
 Marketing
Department
 














Marketing
 concept
 is
 a
 customer
 orientation
 backed
 by
 integrated
marketing
aimed
at
generating
customer
satisfaction
 as
the
key
to
satisfying
organizational
goals.
For
a
firm
in
order
 to
implement
the
marketing
concept
it
has
to
focus
its
attention
 on
 the
 consumer,
 ascertain
 his/her
 needs,
 discuss
 and
 wants
 before
Every
Brand
appeals
to
individual
customers
in
different
 ways.
 














Good
customer
service
is
the
life
blood
of
any
business.
 Good
 customer
 service
 is
 all
 about
 attending
 to
 existing
 and
 potential
 customers.
 concept
 relationship
 marketing.
 Traditionally,
 marketers
 have
 located
 their
 target
 market
 segments,
presented
their
offer,
and
made
the
sales.
It's
always
 been
 a
 single
 step
 process.
 Relationship
 marketing
 looks
 at
 customers
 and
 clients
 over
 a
 longer
 term.
 It
 takes
 into
 account
 the
 lifetime
 value
 of
 a
 customer.
 Many
 experts
 think
 it
 costs
 anywhere
from
six
to
ten
times
as
much,
to
find
a
new
customer,
 than
 to
 sell
 to
 an
 existing
 one.
 With
 those
 financial
 realities
 in
 mind,
 the
 approach
 makes
 some
 sense,
 and
 some
 real
 dollars.
 Relationship
 marketing
 is
 based
 on
 the
 idea
 that
 people
 prefer
 to
do
business
with
people
who
they
know
and
like.
After
all,
it's
 easier
 to
 buy
 from
 a
 friend,
 than
 from
 someone
 you've
 never
 heard
of
before.
It's
a
matter
of
building
trust.

 















It's
said
that
people
need
to
hear
an
offer
at
least
seven
 times
before
they
buy.
That
concept
certainly
works
against
the
 single
 step
 marketing
 method.
 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,
etc.
 













Within
 the
 organisation
 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.
 
 
 
 
 
 
 Customers
enjoying
their
shopping
experience
 
 
 
 
 Logistics
Department
 
 
 
  Is
 responsible
 for
 procuring
 the
 stock
 of
 all
 the
products
of
the
different
departments.
  Receives
 the
 goods
 from
 the
 warehouse
 located
at
Hosakate
and
then
verifies
whether
 it
adheres
to
the
particulars
given
in
the
Goods
 received
statement.

  Despatches
 the
 goods
 to
 the
 respective
 department
 after
 recording
 it
 in
 the
 Goods
 inward
 register
 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.
 
 Supply
Chain
Management
 
  An
 indent
 will
 be
 kept
 by
 the
 front
 end
 team
 of
 a
 particular
 department
 to
 category
 team
 of
 central
 office.

  The
 category
 team
 will
 raise
 a
 STOCK
 TRANSFER
 OUT(STO)
 and
 send
 it
 to
 the
 DELIVARY
 CENTRE(DC)
or
WAREHOUSE.

  The
DC
will
generate
stock
picks
and
starts
picking.

  DC
 will
 generate
 STOCK
 TRANSFER
 NOTE(STN)
 and
Gate
pass.

  DC
will
transfer
the
stock
to
stores.

  Here
starts
the
part
of
logistics.

 
 Logistics
 














Logistics
 is
 a
 part
 of
 supply
 chain
 management
 which
 deals
 with
 the
 In
 warding
 and
 out
warding
of
goods
as
well
as
non
salable
items.

 RECEPTION
OF
GOODS
FROM
DC:

  As
soon
as
we
receive
the
goods
we
check
for
seal
 condition
 and
 number
 as
 mentioned
 in
 the
 gate
 pass,
delivery
note.

 
  Then
the
security
in
the
logistics
department
will
 randomly
check
the
number
of
cartons.

  Then
 we
 will
 inform
 the
 particular
 department
 regarding
the
reception
of
goods.
  we
will
check
the
items
in
front
of
that
particular
 department’s
 team
 member
 in
 stock
 transfer
 number
wise.

  With
the
help
of
department
member
we
will
find
 out
 any
 discrepancy(shortage/damage/expiry)
 and
inform
it
to
supply
site.

  There
will
be
a
inward
register
in
which
we
enter
 all
the
details
of
in
warding
,the
entry
will
also
be
 done
in
the
system.

  Then
the
department
member
will
move
the
 stocks
to
the
floor.

 
 Reception
of
goods
from
the
Vendor
 If
 the
 goods
 are
 from
 vendor
 we
 will
 check
for

  TAX

  INVOICE
and

  PURCHASE
ORDER

 
 
 Here
 the
 vendor
 himself
 has
 to
 go
 to
 the
 respective
 department
 and
 has
 to
 take
 permission
 for
 the
 submission
 of
 goods
 in
 logistics.













 















After
 that
 we
 will
 prepare
 (GRN)
 Goods
 Receive
Note
of
three
copies.
i.e.
for
logistics,
for
 respective
department
and
for
D.C
or
vendor.

 














Finally
it
is
the
duty
of
the
department
to
 Collect
their
respective
goods
from
logistics.

 
 














All
the
above
process
is
for
inwarding.
 There
are
some
few
cases
below
in
which
out
 warding
is
done.
 
  Home
delivery

  Store
to
store
transfer.

  Damage
or
expiry
stocks
return
to
warehouse






 or
vendor.

  Return
of
non
saleable
items.
 
 
 
 REGISTERS
MAINTAINED
BY
LOGISTICS
IN
BIG
BAZAAR
 
  Food
bazaar
out
ward
  Big
bazaar
outward

  Vendor
schedule
register

  Bar
code
register
  Free
gift
register.

  Scrap
register.
  Big
bazaar
vendor
security
inward
register.
  Big
 bazaar
 ware
 house
 
 security
 inward
 register
 
 Some
interesting
Facts
 
 
 PRODUCT
 COST

PRICE
 SELLING
PRICE
 Revelon
Eye
liner
 206
 380
 Lee

cooper
 937
 2285
 
 Lee
cooper
 812
 1985
 
 Soap
Box
 2.30
 9.50
 Bucket

 28
 72
 
 
 Sales
Department
 





This
department
is
responsible
for
the
collection
of
sales
 amount
i.e.,
cash
sales.
There
are
in
all
25
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.
 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
 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.
 
 
 
 
 
 
 
 
 
 
 
 
 
 Customers
Services
Department
 























As
 the
 name
 suggests
 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).
 Then
 customer
 can

 purchase
any
product
for
that
amount
or
just
take
back
 the
 money
 by
 encashing
 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
 









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
minimise
 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.

 
 





















The
 Administration
 department
 also
 has
 a
 separate
 section
 known
 as
 ‘Information
 Technology’.
 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
 dept
 integrates
 all
 the
 systems
 in
 the
 store
 and
 properly
maintains
all
of
them.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 SWOT
 Analysis
Of
 Big
Bazaar
 
 
 
 Strengths
  Better
 understanding
 of
 customers
 helping
 the
 company
to
serve
them
better.
  Vast
range
of
products
under
one
roof
helping
in
 attracting
 customer
 and
 their
 family
 to
 shop
 together
and
enjoy
the
experience.
  Benefit
of
early
entry
into
the
retail
industry.
  Diversified
 business
 operating
 all
 over
 India
 in
 various
retail
formats.

  Ability
 to
 get
 products
 from
 customers
 at
 discounted
price
due
to
the
scale
of
business
 
 
 Weaknesses
 
  High
cost
of
operation
due
to
large
fixed
costs.
  Very
thin
margin.
  High
attrition
rate
of
employee.

 
 
 
 
 
 Opportunities
 
  Lot
of
potential
in
the
rural
market.
  Can
enter
into
production
of
various
products
due
 to
its
in
depth
understanding
of
customers’
tastes
 and
preferences.
  Can
expand
the
business
in
smaller
cities
as
there
 is
a
lot
of
opportunity
.
 
 
 Threats
 
  High
business
risk
involved.
  Lot
of
competitors
coming
up
to
tap
the
market
 potential.

  Margin
of
business
reducing
all
the
time.

 
 
 
 
 
 
 
 
 
 
 
 Brands
In
Big
Bazaar
 
 
 
 
 
 
 
 






Big
 Bazaar
 has
 gradually
 introduced
 private
 labels
in
fashion
over
the
last
few
years.
Every
year,
 new,
private
labels
are
introduced
to
increase
their
 share
 over
 other
 brands.
 These
 are
 known
 as
 ‘In
 House
 brands’
 which
 are
 exclusively
 promoted
 by
 Big
Bazaar
in
its
stores.
 



























It
 is
 very
 important
 to
 promote
 and
 sell
 these
 brands
 aggressively,
 since
 they
 contribute
 to
 higher
 margins
 thereby
 contributing
 heavily
to
the
bottom
line.
 
 
 
 KNIGHTHOOD
 
 







It
is
the
men’s
formalwear
brand
with
arrange
 that
includes
formal
shirts,
trousers,
suits,
blazers
 and
basic
men’s
accessories
like
ties
and
 handkerchiefs.
 
 
 
 
 SRISHTI
 








 
 











The
 complete
 ethnic
 wear
 range
 offering
 a
 range
 of
 traditional
 designs
 for
 ladies
 encompasses
 both
 salwar
 kameez
 sets
 and
 mix
 &
 match/
 fusion
 wear.
 
 
 
 
 SHATRANJ
 








 The
men’s
ethnic
wear
range
consists
of
kurtas,
 kurta
pyjamas
sets
and
sherwani
sets.
 
 
 
 
 DJ
&
C
 
 










India’s
cool
answer
to
international
brands
is
 positioned
 for
 the
 20‐35
 year
 age
 group.
 It
 targets
 both
 men
 and
 ladies
 and
 the
 range
 includes
 designer
denims,
casuals,
street‐wear.

 DJ
&
C
Sports
 
 
 









This
 is
 a
 unisex
 sportswear
 range
 for
 the
 age
 group
of
20‐40
years.
 
 
 
 
 SHYLA
 








True
to
its
tagline
‘what
women
want’,
Shyla
offers
a
 complete
 range
 of
 formal/
 semi‐casual
 line
 of
 ladies
 tops,
trousers,
skirts,
etc.

 
 
 
 STUDIO
NYX
 
 It
is
a
range
of
men’s
party
wear.
 
 
 
 
 PINK
&
BLUE
 
 














The
 kids’
 brand
 range
 created
 to
 celebrate
 the
 spirit
of
childhood,
has
the
blue
range
for
boys
and
pink
 for
 girls.
 There
 is
 an
 infant
 line
 also
 available
 as
 well.
 Pink
 &
 Blue
 covers
 the
 entire
 apparel
 needs
 of
 kids
 across
t‐shirts,
shirts,
jeans,
trousers,
shorts,
dresses
and
 ethnic‐wear/
occasion‐wear.
 
 
 
 
 
 CTEE
 Men’s
T­
shirts
 
 
 
 LONDON
DREAMS
 
 















Big
 Bazaar,
 India's
 largest
 hypermarket
 chain,
 a
 part
 of
 the
 Future
 Group,
 announced
 the
 launch
 of
 the
 exclusive
 Fashion
 @
 Big
 Bazaar
 ‘London
 Dreams’
 Fashion
 Collection,
a
range
of
exclusive
apparel,
which
captures
the
 style
 statement
 of
 the
 ‘London
 Dreams’
 cast.

 Big
 Bazaar
 stores
 across
 the
 country
 will
 showcase
 the
 very
 youthful
 apparel
 and
 fashion
 specially
 created
 for
 the
 stars
 of
 London
 Dreams.

 With
 an
 intention
 to
 fulfil
 the
 dream
 of
 dressing
 up
 the
 youth,
 and
 ‘Fashion
 jo
 Star
 bana
 de’
 promise,
 [email protected]
 Bazaar
 will
 have
 the
 youthful
 collection.
 
 OTHERS
BRANDS
AT
BIG
BAZAAR
 
 
 








 
 






 



 







 
 





 





 





 



 







 
 








 
 
 
 
 






 





 


 


 

 
 WORK EXPERIENCE ROLES AND RESPONSIBILITIES HANDLED: My role was customer service associate. I did sales in department like general merchandise. PUC department in particular, in fashion department, and Electronics department then I met with the customers and got the feedback. DESCRIPTION OF LIVE EXPERIENCE When I was in Fashion department I learnt how to serve the customer, specifications of the product in Fashion department. I learnt about private labels of pantaloon retail India ltd. Then I moved to Electronics Department @ big bazaar, met with the customers to know about the customer’s opinion on Electronics products at big bazaar. 
 
 
 
 
 
 
 
 
 
 
 
 conclusion Indian retail sector is witnessing one of the most hectic Marketing activities of all times. The companies are fighting to win the hearts of customer who is God said by the business tycoons. There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to “BIG BAZAAR”. It has brought about many changes in the buying habits of people. It has created formats, which provide all items less than one roof at low rates. The consumer’s preferences are changing & they are moving from Traditional Kirana stores to Modern Retail outlet. It’s the main challenge to the Modern retail outlets to attract the customers towards them from that of competitors. To attract more customers companies have to carry out the promotional activities in unique way. BIG BAZAAR has maintained that uniqueness & has succeeded in attracting customers. The promotional activity of the company, which famous as Less Price than others as it says ‘Nobody Sells Cheaper and Better!’ is made its place in minds of customer. As the competition is becoming stiff in the market the activities conducted by the company are unique, that have brought fruitful result to the company. Among them sales Promotions is one of the leading activity or unique among all other activities & has high influence on the customer walk-in. 
 
 
 
 BIBLIOGRAPHY Websites: www.pantaloon.com www.indiaretailing.com www.google.com Books, magazine & newspaper Image retail, business line, economic times etc,.