Big Bazaar Project Final

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Big Bazaar Project Final - Document

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1. Chapter-1 INTRODUCTION 1.1

2. Background of the study

3. Organisation is set of people working together for accomplishment of a common

objective. The roles and responsibilities are stated clearly without any ambiguity.

The positions occupied by different individuals are presented in the form of

organisation chart. Organizational structure is essential for continuity of the

mission & co-ordinates & controls the business activities. Organization helpsmanagement to perform its actives effectively, optimum use of technological

improvement growth & diversification, creatively, effective use of physical

resources & HR.

4. 1.2 Need for the Study

5. This study is taken up to fulfill the requirement of M.B.A degree course of

Bangalore University. The training is undertaken during July 2009 to August 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 company.

6. 1.3 Objectives of the study

7. To understand the organization structure or hierarchy of the company. To

understand the working of the various departments. To enable us to gain an

insight into the corporate world. To understand the various responsibilities and

duties carried out by each department. SURANA PG CENTRE

8. The study is aimed at understanding how an organization practically works in

the real situation.

9. 1.4 Scope of the Study

10. This report is based on the study conducted at Big Bazaar, Bangalore. It aims

at understanding the companys establishment, organization structure,

departments, techniques, marketing strategies and the advantages it is having

over the competitors. An attempt is made to analyze the companys

performance in comparison to the theoretical aspects. It aims to understand

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the skills of the company in the areas like technological advancements,

competition and in management.

11. 1.5 Limitation of the Study

12. Time limit is a major constraint. As per the company rules many information

was not disclosed As the managers are busy in their daily schedules it is not

possible for us to spend more time in interaction and discussion with them

13.. 1.6 Methodology adopted for the Study

14. Observing the working of various departments like finance, safety, human

resource, production, purchasing etc. Discussion with the company executives,

managers and employees. Visiting and surfing websites of the company. - 2-

15.1.7 Sources of Data

16. Primary data

17. Secondary data

18.1.7(a) Primary Data

19.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.

20. 1.7(b) Secondary Data

21.The data is collected by secondary sources also. The data is collected through

company manual, product brochure, company website and annual report. - 3-

22.Chapter-2 INDUSTRY PROFILE

23.Retail is Indias largest industry, accounting for over 10 percent of the countrys

GDP and around 8 percent of the employment. Retail industry in India is at the

crossroads. It has emerged as one of the most dynamic and fast paced

industries with several players entering the market. But because of the heavy

initial investments required, break even is difficult to achieve and many of these

players have not tasted success so far. However the future is promising; themarket is growing, government policies are becoming more favourable and

emerging technologies are facilitating operations. Retailing in India is gradually

inching its way toward becoming the next boom industry. The whole concept of

shopping has altered in terms of format and consumer buying behaviour,

ushering in a revolution in shopping in India. Modern retail has entered India as

seen in sprawling shopping centres, multi-storeyed malls and huge complexes

offer shopping, entertainment and food all under one roof. The Indian retailing

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sector is at an inflexion point where the growth of organized retailing and growth

in the consumption by the Indian population is going to take a higher growth

trajectory. The Indian population is witnessing a significant change in its

demographics. A large young working population with average age - 4-

24.of24 years, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector are going

to be the key growth drivers of the organized retail sector in India.

25.

26.

27.Some Key Facts:

28. Retail is Indias largest industry accounting for over 10 percent of the countrys

GDP and around 8 percent of the employment The market size of Indian retail

industry is about US $312 billion. Indias Consumption Cosmos During the pastdecade, Private Final Consumption Expenditure has been the key driver of

economic growth in India. - 5-

29.The $350 Billion Consumption spending provides the single biggest business

opportunity in India and is divided into some key categories led by food, fashion

and home products. - 6-

30.Chapter-3: Company Profile

31. Mr Kishore Biyani CEO, Future Group Pantaloon Retail (India) Limited is Indias

leading retailer that operates multiple retail formats in both the value andlifestyle - 7-

32.segment of the Indian consumer market. Headquartered in Mumbai, the

company operates over 12 million square feet of retail space, has over 1000

stores across 71 cities in India and employs over 35,000 people. The companys

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 Depot, Shoe Factory, Brand Factory,

Blue Sky, Fashion Station, Mobile Bazaar and Star Sitara (Beauty clinic). Thecompany also operates an online portal, Futurebazaar.com. A subsidiary

company, Home Solutions Retail (India) Limited, operates Home Town, a large-

format home solutions store, selling home furniture products and E-Zone focused

on catering to the consumer electronics segment. 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 Emerging Market

Retailer of the Year 2007 at the World Retail Congress in Barcelona. - 8-

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33.Pantaloon Retail is the flagship company of Future Group, a business group

catering to the entire Indian consumption space. The groups subsidiary

companies include, Home Solutions Retail India Ltd, Pantaloon Industries Ltd,

Galaxy Entertainment and Indus League Clothing.

34. CORPORATE GOVERNANCE REPORT

35.Corporate Governance indicates transparency, accountability and reliability on

any organisation. One of the core missions of the organisation is to achieve

excellence in all spheres, be it profitability, growth in market share, superior

quality of products and services to the satisfaction of the stakeholders through

an efficient and effective code of governance. We aim at providing fairness,

clarity and transparency in all our dealings and increasing the value of all

stakeholders of the Company. - 9-

36.Future Group

37.Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of

Indias 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 35,000 people and is listed on the Indian stock

exchanges. The company follows a multi-format retail strategy that captures

almost the entire consumption basket of Indian customers. In the lifestylesegment, 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. - 10 -

38.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 groups 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 groups 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 groups insurance venture in

partnership with Italys Generali Group, Future Brands, a brand development and

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IPR company, Future Logistics, providing logistics and distribution solutions to

group companies and business partners and Future Media, a retail media

initiative. The groups presence in Leisure & Entertainment segment is led

through, Mumbai-based listed company Galaxy Entertainment Limited. Galaxy

leading leisure chains, Sports Bar and Bowling Co. - 11 -

39.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 Groups joint venture partners include, US-based

stationery products retailer, Staples and Middle East-based Axiom

Communications. Future Group believes in developing strong insights on Indian

consumers and building businesses based on Indian ideas, as espoused in the

groups core value of Indianness. The groups corporate credo is, Rewrite rules,

Retain values. - 12 -

40.CONSUMPTION COSMOS

41. The retail formats are geared to capture Consumption Spending in key

categories in both value and lifestyle segment. And specialised businesses

backed by capital and investments in developing the necessary consumption

infrastructure is helping build a consumption ecosystem. This empowers

Pantaloon Retail to build a comprehensive business model that can capture a

dominant share of the single biggest business opportunity in India - the

consumption space. - 13 -

42.Board of Directors

43. Mr. Kishore Biyani Managing Director Mr. Gopikishan Biyani Wholetime

Director Mr. Rakesh Biyani Wholetime Director Mr. Shailesh Haribhakti

Director Mr. S. Doreswamy Director Dr. Darlie Koshy Director Mr. Anil

Harish Director - 14 -

44. Ms. Bala Deshpande Director

45. Mr. Vijay Kumar Chopra Director (Appointed w.e.f. 24-07-2008) - 15 -

46.Organization Profile

47. Nobody Sells Cheaper and Better Big Bazaar is a chain of department storesin India currently with 100 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 has democratized

shopping in India and is so much more than a hypermarket. Here you will find

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over 170,000 products under one roof that cater to every need of a family,

making Big Bazaar Indias favourite shopping destination. At Big Bazaar, you will

get the best products at the best pricesthis is our guarantee. From apparel to

general merchandise like plastics, home furnishings, utensils, crockery, cutlery,

sports goods, car accessories, books and music, computer accessories and many

more. Big Bazaar is the destination where you get products available at priceslower than the MRP, setting a new level of standard in price, convenience and

quality. - 16 -

48.If you are a fashion conscious buyer who wants great clothes at great prices, Big

Bazaar is the place to be. Leveraging on the companys inherent strength of

fashion, Big Bazaar has created a strong value-for-money proposition for its

customers. This highlights the uniqueness of Big Bazaar as compared to

traditional supermarkets, which principally revolve around food, groceries and

general merchandise. Big Bazaar has clearly emerged as the favourite shopping

destination for millions of its customers, across the country, its success is a true

testament to the emotional bonding it has established with the Indian customer ,

on account of its value offerings, inspirational appeal and service levels. We

believe Big Bazaar is a true pan-Indian model that can enter into most towns in

India and democratize shopping everywhere. 25, 26 and 27 January, 2009...

Indias Sabse Sasta Din The acceptance and loyalty that Big Bazaar has garnered

over the years was well evident on 26 January 2009. On the day India celebrates

its Republic Day; the company honoured the consumer by calling it the Maha

Savings Day. Shoppers at all Big Bazaar and Food Bazaar outlets across the

country were offered products at prices never heard before in the history of

shopping. - 17 -

49.The offers were spread across categories from electronics to utensils, from

apparel to furniture and food. This event received tremendous response from the

regular and an entirely new set of shoppers, which resulted in nearly 2 million

people visiting the stores on that day. And most stores were able to post record

sales for a single day.

50.Company History

51. 1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, Indias first formal trouser brand.

52. 1991 Launch of BARE, the Indian jeans brand.

53.1992 Initial public offer (IPO) was made in the month of May.

54.1994 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.

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55.1995 John Miller Formal shirt brand launched.

56. 1997 Company enters modern retail with the launch of the first 8000 - 18 -

57.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 - Indias 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 Indias

first real estate investment fund Kshitij to build a chain of shopping malls. 2006

Future Capital Holdings, the companys 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.2007 Future Group crosses $1 billion turnover mark. Specialised companies in

retail media, logistics, IPR and brand development and retail-led technology

services become operational. Pantaloon Retail wins the International Retailer of

the Year at US- - 19 -

58.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 Indias 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 formatanywhere 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. - 20 -

59.Future Groups Vision

60. 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. Future Groups

Mission: We share the vision and belief that our customers and stakeholders

shall be served only by creating and executing future scenarios in theconsumption 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 masses.

We shall infuse Indian brands with confidence and renewed ambition. We shall

be efficient and, cost-conscious and committed to quality in whatever we do.

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We shall ensure that out positive attitude, sincerity, humility and united

determination shall be the driving force to make us successful. - 21 -

61.Core Values 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. - 22 -

62.Future Plans The Company would continue to pursue its aggressive growth to

strengthen its position as a leading player in the consumption space in India,

with an aim to capture increasing share of the consumers wallet. The Company

would continue with its expansion plans and would continue to increase its

presence on a pan-India basis by opening more retail outlets in tier 2 and tier 3cities and by further strengthening its position in key metro cities. The Company

has planned to increase its operating retail space from around 8 million square

feet currently to around 12 million square feet by FY08-09. The various

subsidiary companies of the Company, which have been created to cater to

various consumption categories, are currently in initial set-up phase. Most of

them will come into their own, pursuing aggressive growth plans to achieve

scale and garner increasing market share. The Company will also be able to

unlock value out of these businesses by listing these subsidiary companies, and

partnering with strategic partners in them, at an appropriate time. The

Company, operating in the consumption space, has added IT services and

education to its portfolio of businesses, apart from the existing consumer

finance, insurance, media, logistics and brand businesses. All these businesses

will help in capitalizing on the synergies with the retail business to further

enhance shareholders wealth. - 23 -

63.Retail Footprint - 24 -

64.Chapter-4 Organization Chart Store Manager Asst Store Manager Dept Sales HR

Administrat Info Manager Manager Manager ion Visual Asst Merchandising DM

Marketing Maintenance Maintenanc Team Leader Asst DM House wre keeping

Team Security Cashier Member CSD Different products dealt in Big Bazaar - 25 -

65.a) Depot b) NBD (New Business Development) 1) General books 1) Watches 2)

Office stationary 2) Fashion Jewellery 3) Children stationary 3) Sunglasses 4)

Film VCDs & DVD 4) Auto accessories 5) Car audio systems c) Gold Bazaar: d)

Mobile Bazaar: Navras Gold Jewellery 1) All kinds of mobile handsets ranging

from Rs 1000 to Rs (This is a separate unit not related 25000 of different

companies. to Big Bazaar they share profits on percentage basis). 2) All mobile

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accessories 3) All major prepaid sim cards 4) All post paid connections 5)

Cordless phones & landline phones. - 26 -

66.e) Star Sitara: f) Shringar: 1) Cosmetics 1) Bangles 2) Fragrances 2) Jewellery

sets 3) Herbals 3) Bracelets 4) Pharmaceuticals 4) Hair Accessories 5) Bindies 6)

Chins Plastics, Utensils, Crockery (PUC) h) Utensils: g) Plastics: 1) Plates, Bowls,Glasses 1) Buckets 2) Non stick Cookwares 2) Casseroles 3) Kitchen Tools 3)

Containers 4) Tiffin Boxes 4) Boxes 5) Flasks 6) Bowls 7) Jugs & sippers 8) Bottles

& Mugs - 27 -

67.i) Crockery: j) Luggage: 1) Crockery cutlery 1) Travel bags 2) Table Materials

/Napkins 2) Trolleys 3) Dinner sets 3) School & College Bags 4) Wine, Juice

Glasses 4) Ladies purse & bags 5) Suitcase Apparels Department a) Ladies Wear:

b) Mens Wear: 1) Sarees 1) Formal Shirts & Pants 2) Dress Materials 2) Casual

Shirts & Pants 3) Under garments 3) Party Wears 4) Nightwear 4) Fabrics [cut

pieces] 5) Western wears 5) Other Accessories 6) Suits & Blazers 7) Levis

Signature Garments 8) Ties 9) Jeans Pants 10)Belts, Handkerchiefs - 28 -

68.Kids Department: c) Infants Section: d) Boys Section: 1) Shirts 1) T-shirts,

trousers, jeans 2) Baniyans 2) Cotton shirts, Codraw pants 3) Jhabas 3) Ethnic

wears 4) Vests 4) Co-ordinates 5) Bibs feedings 5) Rain coats 6) Bed items 7)

Baba suits, Frocks 8) Diapers, Pampers 9) Other baby accessories - 29 -

69.a) Girls Section: f) Toys Department: 1) Cotton Frocks 1) Soft Toys 2) Ethnic

wears 2) Board games 3) Co-ordinates 3) Dolls 4) Western wears 4) Educational

toys 5) Sweaters 5) Remote Cars , bikes 6) Sports items: Cricket bats, balls,

badminton & tennis rackets, hockey bats etc 7) Cycles 8) Carrom Board a)

Footwear Department: b) Furniture Bazaar: 1) Sports shoes 1) Dining Table 2)Casual shoes 2) Bedroom Accessories 3) Formal shoes 3) Hall Accessories (Sofa

sets, Chairs, Tables etc) 4) Mens sandals 4) Mattresses 5) Ladies sandals 5)

Computer Table 6) Ladies casuals 6) Dressing Table 7) Ladies Fancy slippers 7)

Wardrobe, Almirah etc 8) Children shoes 9) Children sandals c) Home Linen

Department: d) Home Decor: 1) Bed sheets, Bed spreads, Pillows, 1) Flower Vase

Pillow covers Blanket etc 2) Artificial Flowers 2) Towels, napkins, Yellow duster 3)

Candle stand 3) Curtains, Mats, Table mats, mosquito nets etc 4) Umbrellas 4)

Carpets, Cushion covers, Razai 5) Photo Frames Footmats, etc 6) Frame & Wall

Paintings 5) Shopping bags, Fridge covers, Washing machine covers, Micro 7)

Assorted Color Stones woven covers, T.V covers, Saree covers, C.D Pouch, Shoe

Covers - 30 - etc 8) Water Falls (artificial) e) Personal Care: 9) Birthday items

70.Food Bazaar a) Beverages: 1) Soft drinks 2) Mineral water 3) Health drinks 4)

Fruit Juices 5) Frozen items b) Staples Dept: c) Fruits & Vegetables: 1) Dals, Rice,

Wheat, Ragi etc, All kinds of fruits and vegetables at the lowest 2) Atta, Rava

items, Sugar, Salt etc prices. 3) Cooking Oils, Masala items 4) Dry fruits 5) Ready

to cook foods & mixes 6) Spices d) Process Dept: 7) Breakfast Cereals 1) Health

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drinks 2) Ready to eat 3) Corn flakes, Chips 4) Soups, Bread items, Pickle 5)

Instant mixes 6) Spreads e) Confectionaries: 1) All kinds of Chocolates and

Confectionaries. - 31 - 2) Cakes and other sweets

71.Home Care: 1) Phenyl, Detergents etc 1) Washing powder etc 2) Dish wash,

Tissue papers 3) Scratch, Shoe cases, Fresh wrap Electronic Bazaar 1)Televisions, DVD Players 2) Home Theatre Systems, Audio Systems 3)

Refrigerators 4) Washing Machines 5) Microwave Owen 6) Mixers, Irons &

Grinders 7) Computers, Laptops, Printers & - 32 -

72.Computer accessories 8) Juicers etc Famous Brand Of 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 mens formalwear brand witharrange that includes formal shirts, trousers, suits, blazers and basic mens

accessories like ties and handkerchiefs. DJ&C - 33 -

73.Indias 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. Shatranj The mens ethnic wear range consists of kurtas,

kurta pyjamas sets and sherwani sets. Shyla True to its tagline what women

want, Shyla offers a complete range of formal/ semi-casual line of ladies tops,

trousers, skirts, etc. - 34 -

74.Srishti The complete ethnic wear range offering a range of traditional designs for

ladies encompasses both salwar kameez sets and mix & match/ fusion 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.

STUDIO NYX It is a range of mens party wear. - 35 -

75.CTEE Mens T- shirts Business Description: Pantaloon Retail (India) Ltd. The

companys principal activity is to operate chain retail stores in names of Big

Bazaar, Food Bazaar, Central and Pantaloons. The Big Bazaar is the discountstore, which offers a wide range of products under one roof. The products

include apparels and non-apparels such as utensils, sports goods and footwear.

The company also has its - 36 -

76.presence into gold retailing by launching Gold Bazaar. The companys Food

Bazaar provides a range of food and grocery products ranging from fresh fruits

and vegetables, staples, FMCG products and ready to cook products. The Central

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offers a chain of stores including books and music stores, global brands in

fashion, sports and lifestyle accessories, grocery store and restaurants. The

Pantaloon retail stores focus largely on apparels and accessories. Departmental

Managers: There are 28 departments in this store like Electronic dept, Depot

dept, Mobile Bazaar, Star Sitara dept, Plastic, Utensils & Crockery (PUC) Dept,

Ladies Dept, Mens Dept, Furniture Dept, Footwear Dept, Home Decor Dept etc.Each department will be assigned with targets which have to be achieved within

the assigned period that may be of daily, weekly, monthly and yearly. Each

department has a Department Manager (DM) & Assist DM. Their job is concerned

mainly with sales. They look after customers orders delivery, post sale service if

any etc. All Dept managers, ADM, team members work under coordination and

cooperation. Chapter-5 Functional Departments: 1.Human Resource Department

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. -

37 -

77.This is very evident from the way the HR department handles all its employees.

They take utmost care to select, train, motivate and retain all the employees.

They have continuous developmental programmes for all the employees.

Currently Big Bazaar Banashankri is employing 220 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). Sources of Recruitment The following are the main sources

through which Big Bazaar recruits its employees. a) Consultancy Services: For

top level management, employees are recruited through private consultants.

They are usually appointed as Departmental Managers. b) Walk-ins : - 38 -

78.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 behaviour 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 hiresome 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

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done to evaluate the candidates ability to communicate freely and also other

skills. - 39 -

79.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 arerequired 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

companys 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 - 40 -

80.the performance of the employee. If the employees performance is good and

encouraging, the employees 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 recognised

hospitals with cashless hospitalisation with whom the company has tie-ups. If a

hospital is not recognised, 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. - 41 -

81.Performance Appraisal: The HR department conducts performance appraisal ofall 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

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training to all the employees on various skills like team work, dedication

discipline improving customer service etc to make them more knowledgeable

and productive. - 42 -

82.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 valuableassets 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 - 43 -

83.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 its a

place where you can live your dreams and pursue a career that reflects your

skills and passions. - 44 -

84.2 . 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, Banashankri performs a few

basic functions, such as preparing the Stores 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 isalso responsible for collecting and depositing the cash received in the companys

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. - 45 -

85.Income from operations went up from Rs.3236.74 Crores in FY06-07 to

Rs.5048.91 Crores in FY07-08, recording a growth of 55.98 percent.PBDIT stood

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at Rs.464.29 Crores in FY07-08, an increase of 113 percent over the preceding

year. PAT for FY07-08 was Rs.125.97 Crores. This amounts to an increase of 111

percent over the preceding year as the Net Profit of Rs.119.99 Crores in FY06-07

included an extraordinary income, of profit from sale of investments, of Rs.88.87

Crores. The Company increased its retail presence from around 5 million square

feet in 42 cities to approximately 8 million square feet in 63 cities during FY07-08. - 46 -

86.- 47 -

87.- 48 -

88.- 49 -

89.- 50 -

90.3. Marketing Department Marketing concept is a customer orientation backed by

integrated marketing aimed at generating customer satisfaction as the key tosatisfying 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. This

maintaining good relationship with the customers is the key to business success

and hence the 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. - 51 -

91.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 Bazaars productsthrough 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 companys 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

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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 brandmerchandising 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 mens formal wear, womens

western wear or a casual wear, - 52 -

92.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. - 53 -

93.Customers enjoying their shopping experience - 54 -

94.4. Logistics Logistics is a very important department of Big Bazaar. It isresponsible for procuring the stock of all the products of the different

departments. The logistics department receives the goods from the warehouse.

The Warehouse of Big Bazaar for the entire South zone is located at Hosakote,

Karnataka. The logistics department receives the stock of different goods and

verifies the quantity and quality of the goods with the particulars given in the

Goods Received Statement which it receives along with the stock. Then it

checks for any damage in the stock received. If there is no damage in the stock,

after recording it in the Stock Inward Register despatches the goods to the

respective department taking the signature of the Departmental Manager. On

the other hand if there is a damage in the goods or if the goods do not matchthe details given in the Goods Received Statement, it enters in the Stock

Outward Register and sends it back to the warehouse along with a Goods

Returned Note giving full information regarding the reason for returning back the

goods and the defect or damage in the goods. The logistics department receives

two truck loads of stock every day. It is the respective departmental Managers

who place an order to the Zonal head office through e-mail for stock of goods

when they feel that the stock has to be replenished. The logistics department

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works in complete coordination with all the other departments to ensure that the

stocks are received and maintained properly - 55 -

95.continuously for the smooth functioning of Big Bazaar and avoid any

inconvenience to the customers. 5. Sales Department This department is

responsible for the collection of sales amount i.e., cash sales. There are in all 25cash 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 customers 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 - 56 -

96.products. Customers arrive in large numbers as they realise that it is on

Wednesday that products are offered at the lowest prices. Recently Big Bazaar

Banashankri celebrated its 8th anniversary. Big Bazaar celebrated this occasion

by having the 8th anniversary sale from 12-16th July. Good discounts and offers

were provided on products to celebrate this occasion along with the customers

who were the prime reason for its success. 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 Stores environment. - 57 -

97.6. Customer Service Desk (CSD) 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

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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 (products price). The customer can then 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 onthe 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. - 58 -

98.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. 7. Administration 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. - 59 -

99.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.Chapter-6 SWOT Analysis: 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.

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Weaknesses: High cost of operation due to large fixed costs. Very thin

margin. - 60 -

100. High attrition rate of employees 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 businessin 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. Chapter-7: Findings & Conclusions 1. Big Bazaar

is undoubtedly the number one retailer in India. It has built a very emotional and

cordial relationship with its customers. It is also very intending to build long term

relationship with all its stakeholders which is very essential for a successful

business venture. 2. It is observed that the organisation hierarchy is professional

as all the departmental Managers directly report to the Store Manager who in

turn reports to the Zonal Head. 3. Big Bazaar, with 25 years of experience in the

field of weaving fabrics, is the leading Apparels and fashion design fabric

company. - 61 -

101.4. There exist a healthy and positive relationship between employees and

managers. 5. The employees accept their responsibilities wholeheartedly, accept

that it is their responsibility to carry out a part of the activities of the company

and they will be held accountable for the quality of their work. 6. It is found that

more than 60% of employees are of the age group of 20-35. From this it reveals

that company is having young and energetic workforce who are very creative,

enthusiastic and also very determined to grow in their career and in turn helping

the company to grow. 7. Working environment is good and also the various

facilities provided helps in motivating the employees. 8. The company is

reaching out to all the sections of the society as it is creating a hypermarket

where not only the rich people shop but also the middle and the lower class

customers come to enjoy the whole shopping experience. BIBLIOGRAPHY BOOKS

Kishore Biyani (2007), It Happened In India (1st Edition), Rupa Publications.

Stephen Covey (1994), The Seven Habits Of Highly Effective People (6th Edition),

Simon & Schuster UK Ltd. Anthony Robbins (1992), Awaken The Giant Within

You (1st Edition), Simon & Schuster UK Ltd. Robbins, Stephen P. (2004),

Organizational Behavior (10th Edition), - 62 -

102.Prentice-Hall India Websites www.Pantaloon.com www.Futuregroup.com -

63 -

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