Winter Internship Report, Pune Institute of Business Management PANTALOONS CC2 1 WINTER INTERNSHIP REPORT Perception of customer towards the service provided by floor executives at Pantaloons City Center 2 by Bipul Das P15FC181 under the guidance of Dattatrya Nath Store Manager of Pantaloons CC2
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Winter Internship Report, Pune Institute of Business Management
PANTALOONS CC2 1
WINTER INTERNSHIP
REPORT
Perception of customer towards the service provided
by floor executives at Pantaloons City Center 2
by
Bipul Das
P15FC181
under the guidance
of
Dattatrya Nath
Store Manager of Pantaloons CC2
ACKNOWLEDGMENT
This project has been an honest and dedicated attempt to make the analysis on marketing
material as authentic as it could, and I earnestly hope that it provides useful and workable
information and knowledge to any person reading it.
During this period, I had the pleasure of working closely with accomplished organization
people who shared with me their experience and helped me in completion of my research.
I express my sincere thanks to my project guides, my external mentor Dattatreya Nath and
academic guide from Institute Assistant Prof. Payal Trivedi for guiding me.
Lastly but not the least I am grateful to my parents who have been my mentors and motivators.
Signature: Name:
ii.
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PANTALOONS CC2 III
COMPANY CERTIFICATE
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PANTALOONS CC2 IV
CONTENTS
ACKNOWLEDGMENT............................................................................................................ ii
COMPANY CERTIFICATE ................................................................................................... iii
PROJECT SYNOPSIS ............................................................................................................... v
STUDY ON PANTALOONS MISSION HAPPINESS ................................................................... 34
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PANTALOONS CC2 V
PROJECT SYNOPSIS
Project Title: Perception of customer towards the service provided by floor executives of Pantaloons City Center 2. Company Name: Pantaloons Fashions & Retail Ltd.
Student Name: Bipul Das.
Student Roll No: P15FC181
Project Guide Name: Dattatreya Nath.
Project Guide Designation: Store Manager in Pantaloons CC2.
Duration of project: 30 Days From 14/12/2015 To: 23/1/2016
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SECTOR ANALYSIS
The Indian retail industry has emerged as one of the most dynamic and fast-paced industries
due to the entry of several new players. It accounts for over 10 per cent of the country’s Gross
Domestic Product (GDP) and around 8 per cent of the employment. India is the world’s fifth-
largest global destination in the retail space.
Market Size
The Boston Consulting Group and Retailers Association of India published a report titled,
‘Retail 2020: Retrospect, Reinvent, Rewrite’, highlighting that India’s retail market is expected
to nearly double to US$ 1 trillion by 2020 from US$ 600 billion in 2015, driven by income
growth, urbanization and attitudinal shifts.
The report adds that while the overall retail market is expected to grow at 12 per cent per
annum, modern trade would expand twice as fast at 20 per cent per annum and traditional trade
at 10 per cent.
Retail spending in the top seven Indian cities amounted to Rs 3.58 trillion (US$ 57.6 billion),
with organized retail penetration at 19 per cent as of 2014. Online retail is expected to be at par
with the physical stores in the next five years.
India is expected to become the world’s fastest growing e-commerce market, driven by robust
investment in the sector and rapid increase in the number of internet users. India’s e-commerce
market is estimated to expand to over US$ 100 billion by 2020 from US$ 3.5 billion in 2014.
Investment Scenario
The Indian retail industry in the single-brand segment has received Foreign Direct Investment
(FDI) equity inflows totaling US$ 275.4 million during April 2000–May 2015, according to
the Department of Industrial Policies and Promotion (DIPP).
With the rising need for consumer goods in different sectors including consumer electronics
and home appliances, many companies have invested in the Indian retail space in the past few
months.
Paytm plans to set up 30,000–50,000 retail outlets where its customers can load cash
on their digital wallets. The company is also looking to enroll retailers – mostly kirana
stores – as merchants for accepting digital payments.
Mobile wallet company MobiKwik has partnered with Jabong.com to provide mobile
payment services to Jabong’s customers.
DataWind partnered with HomeShop18 to expand its retail footprint in the country.
Under the partnership, HomeShop18 and DataWind would jointly launch special sales
programmes across broadcast, mobile and internet media to provide greater access to
the latter’s tablet range.
FashionAndYou has opened three distribution hubs in Surat, Mumbai and Bengaluru
to accelerate deliveries.
Abu Dhabi-based Lulu Group plans to invest Rs 2,500 crore (US$ 402.0 million) in a
fruit and vegetable processing unit, an integrated meat processing unit, and a modern
shopping mall in Hyderabad, Telangana.
Aditya Birla Retail, a part of the US$ 40 billion Aditya Birla Group and the fourth-
largest supermarket retailer in the country, acquired Total hypermarkets owned by
Jubilant Retail.
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With an aim to strengthen its advertising segment, Flipkart acquired mobile ad network
Adequate, which has a history of mobile innovations and valuable experience in the ad
space.
US-based Pizza chain Sbarro plans an almost threefold increase in its store count from
the current 17 to 50 over the next two years through multiple business models.
Amazon, the world's largest online retailer, is readying a US$ 5.0 billion war chest to
make India its biggest market outside the US.
Wal-Mart India Private Ltd, a wholly owned subsidiary of Wal-Mart Stores Inc., plans
to open 500 stores in India in the next 10–15 years.
British retail major Tesco invested Rs 850 crore (US$ 133.8 million) in multi-brand
retail trading by forming an equal joint venture with Tata group company Trent; to form
the joint venture, Tesco purchased 50 per cent stake in Trent Hypermarket Ltd (THL).
THL operates the Star Bazaar retail business in India.
Government Initiatives
The Government of India has taken various initiatives to improve the retail industry in India.
IKEA, the world’s largest furniture retailer, bought its first piece of land in India in
Hyderabad, the joint capital of Telangana and Andhra Pradesh, for building a retail
store. IKEA’s retail outlets have a standard design and each location entails an
investment of around Rs 500–600 crores (US$ 80.4–96.5 million).
The Government of India has accepted the changes proposed by Rajya Sabha select
committee to the bill introducing Goods and Services Tax (GST). Implementation of
GST is expected to enable easier movement of goods across the country, thereby
improving retail operations for Pan-India retailers.
The Government has approved a proposal to scrap the distinctions among different
types of overseas investments by shifting to a single composite limit, which means
portfolio investment up to 49 per cent will not require government approval nor will it
have to comply with sectoral conditions as long as it does not result in a transfer of
ownership and/or control of Indian entities to foreigners. As a result, foreign
investments are expected to be increase, especially in the attractive retail sector.
The Road Ahead
E-commerce is expanding steadily in the country. Customers have the ever increasing choice
of products at the lowest rates. E-commerce is probably creating the biggest revolution in the
retail industry, and this trend would continue in the years to come. Retailers should leverage
the digital retail channels (e-commerce), which would enable them to spend less money on real
estate while reaching out to more customers in tier-2 and tier-3 cities.
Both organized and unorganized retail companies have to work together to ensure better
prospects for the overall retail industry, while generating new benefits for their customers.
Nevertheless, the long-term outlook for the industry is positive, supported by rising incomes,
favorable demographics, entry of foreign players, and increasing urbanization.
Exchange Rate Used: INR 1 = US$ 0.016 as on July 20.
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COMPANY ANALYSIS
Company profile
1.1 Introduction
The India Retail Industry is the largest among all the industries, accounting for over 10 per cent
of the country’s GDP and around 8 per cent of the employment. The Retail Industry in India has
come forth as one of the most dynamic and fast paced industries with several players entering
the market. But all of them have not yet tasted success because of the heavy initial investments
that are required to break even with other companies and compete with them. The India Retail
Industry is gradually inching its way towards becoming the next boom industry.
ADITYA BIRLA GROUP
A US $40 billion corporation, the Aditya Birla Group is in the League of Fortune 500. It is
anchored by an extraordinary force of over 136,000 employees belonging to 42 different
nationalities. The Group has been ranked Number 4 in the global 'Top Companies for Leaders'
survey and ranked Number 1 in Asia Pacific for 2011. 'Top Companies for Leaders' is the most
comprehensive study of organizational leadership in the world conducted by Aon Hewitt,
Fortune Magazine, and RBL (a strategic HR and Leadership Advisory firm). The Group has
topped the Nielsen's Corporate Image Monitor 2012-13 and emerged as the Number 1
corporate, the 'Best in Class' 50 per cent of the Aditya Birla Group's revenues flow from its
overseas operations. The Group operates in 36 countries - Australia, Austria, Bangladesh,
Brazil, Canada, China, Egypt, France, Germany, Hungary, India, Indonesia, Italy, Ivory Coast,
Japan, Korea, Laos, Luxembourg, Malaysia, Myanmar, Philippines, Poland, Russia, Singapore,
South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania, Thailand, Turkey, UAE, UK,
USA, and Vietnam.
The Aditya Birla Group is an Indian multinational conglomerate named after Aditya Vikram
Birla, headquartered in the Aditya Birla Centre in Worli, Mumbai, India.
The Aditya Birla Group is the world's largest producer of Viscose Staple Fiber industry. It
operates from India, Laos, Thailand, Malaysia and China. It owns the Birla Cellulose brand.
Apart from viscose staple fiber, the group also owns acrylic fiber businesses in Egypt and
Thailand, viscose filament yarn businesses and spinning mills in India and South East Asia.
The group has pulp and plantation interests in Canada and Laos. It's two companies i.e. Aditya
Birla Nuvo Ltd. and Grasim Bhiwani Textiles Ltd. which is a subsidiary of Grasim Industries
are in textile business.
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Company’s Vision
To be a premium global conglomerate, with a clear focus on each of the businesses.
Company’s Mission
To deliver superior value to our customers, shareholders, employees and society at large.
Values:
Integrity: We believe in growth of the organization with the growth of our people. People are our investors, partners (Vendors), employees, customers and stakeholders of the companies.
Commitment:
Aditya Birla is a name known for higher value and good quality. We do what we commit
to our people.
Our excellence in every field of business and promise to provide the best shows the passion
Passion: of the organization.
Seamlessness: We work beyond limits; we go one step ahead of others to serve and to benefit.
Speed: Growth is important but timely growth is the key to success. We believe to act early.
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Hindalco
Grasim
Aditya Birla Nuvo
Ultratech
Idea
Novelis
Aditya Birla Nuvo Ltd.
Aditya Birla Nuvo Ltd. (ABNL) is a US$ 4 billion premium conglomerate. It is part of the
Aditya Birla Group, a US$ 40 billion Indian multinational operating in 36 countries in six
continents.
Investing in promising sectors
Building leadership in businesses
A platform to drive synergy of resources
Delivering best value to all the stakeholders to be a responsible corporate citizen.
Over the years, Aditya Birla Nuvo has transformed itself from a manufacturing company
to a diversified conglomerate.
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The razor-sharp focus on each business has made it a leading player in most segments, including
viscose filament yarn, branded garments, agribusiness, textiles and insulators. Over the past few
years, Aditya Birla Nuvo, through its subsidiaries and joint ventures, has made successful forays
into life insurance, asset management and other financial services, telecom, business process
outsourcing (BPO) and IT services.
Financial Services
Asset
Management
Life Insurance
NBFC Private Equity,
Broking, Wealth Management,
General Insurance Advisory
Telecom
Fashion and Lifestyle
Madura
Pantaloons
Textiles
IT-ITeS
Manufacturing
Agriculture
Rayon
Insulators
With an optimum mix of revenue and profit streams, the company is in a strong position to
maximize long-term shareholder gains.
Market Position:
Financial Services: ABNL is among top 5 fund managers (excl. LIC)
Fashion & Lifestyle: Largest premium branded apparel player, largest manufacturer of linen
Telecom: Among top 3 cellular operators by revenue market share
IT-ITeS : Among the top 10 BPO companies by revenue size
Agriculture business: Second-best energy efficient urea plant
Rayon: Second largest manufacturer of VFY
Insulators: Largest manufacturer of insulators.
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Among Aditya Birla Nuvo’s (ABNL) joint ventures and subsidiary companies are:
Idea Cellular Limited, which is among the top three cellular operators in India, in terms of
revenue market share.
Birla Sun Life Insurance Co. Ltd., which is among the top five private sector life insurance
companies in India, in terms of new business premium.
Birla Sun Life Asset Management Co. Ltd., which is the fourth largest asset management
company in India, in terms of assets under management.
Aditya Birla Minacs Worldwide Limited, which is the sixth largest Indian BPO company by
revenue size.
1.2. PANTALOONS FASHION AND RETAIL LTD.
Pantaloons Fashion & Retail Limited is an Indian premium clothing retail chain. The first
Pantaloons store was launched in Gariahat, Kolkata in 1997. As of November 2013, there are
76 Pantaloons stores in 44 cities. Pantaloons was previously controlled by the Future Group,
but has now been taken over by Aditya Birla Nuvo Limited (ABNL).