SUMMER INTERNSHIP PROJECT REPORT AT FUTURE GROUP“BIG BAZAAR” A Project Report Submitted In Partial Fulfilment of the Requirements For The Award of the MASTERS IN BUSINESS ADMINISTRATION TO M.S.RAMAIAH MANAGEMENT INSTITUTE BY S ATHAULLAH (13M07742) MBA (UoM) BATCH 2013-15 Under the guidance of Prof. AVINASH B.M. GUIDE NAME Prof.AVINASH B.M. 1
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SUMMER INTERNSHIP PROJECT REPORTAT
FUTURE GROUP“BIG BAZAAR”
A Project Report Submitted In Partial Fulfilment of the RequirementsFor The Award of the
MASTERS IN BUSINESS ADMINISTRATIONTO
M.S.RAMAIAH MANAGEMENT INSTITUTEBY
S ATHAULLAH (13M07742)MBA (UoM) BATCH 2013-15
Under the guidance ofProf. AVINASH B.M.
GUIDE NAMEProf.AVINASH B.M.
M. S. RAMAIAH MANAGEMENT INSTITUTENEW BEL ROAD, BANGALORE-560054
1
CERTIFICATE
This is to certify that the Project Report at FUTURE VALUE RETAIL INDIA LTD. submitted
in partial fulfillment of the requirements for the award of the MASTER OF BUSINESS
ADMINISTRATION to M.S.RAMAIAH MANAGEMENT INSTITUTE is a record of bonafide
training carried out under my supervision and guidance and that no part of this report has been
submitted for the award of any other degree/diploma/fellowship or similar titles or prizes.
GUIDE
Signature:
Name:
Qualifications:
2
STUDENT’S DECLARATION
I hereby declare that the Project Report conducted at FUTURE VALUE RETAIL LIMITED
under the guidance of Prof. AVINASH submitted in partial fulfillment of the requirements for
the MASTER OF BUSINESS ADMINISTRATION (UOM) to M.S. RAMAIAH
MANAGEMENT INSTITUT, is my original work and the same has not been submitted for the
award of any other Degree/Diploma/Fellowship or other similar titles or prizes.
Place: Bangalore (S ATHAULLAH)
Date: Reg. No: 13M07742
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ACKNOWLEDGEMENT
I extend my special gratitude to our beloved Dean Dr. H. Muralidharan and Academic
Head Prof. V. Narayanan and Program Head Dr. Triveni P. for inspiring me to take up
this project.
I wish to acknowledge my sincere gratitude and indebtedness to my project guide Prof.
AVINASH of M.S. RAMAIAH MANAGEMENT MINSTITUTE, Bangalore for his
valuable guidance and constructive suggestions in the preparation of project report.
STUDENT’S NAME
S ATHAULLAH
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TABLE OF CONTENT
Chapter Title Page No
1 INDUSTRY ANALYSIS 2
2 COMPANY ANALYSIS 13
3 DISCUSSION ON TRAINING 25
4ANALYSIS OF RESEARCH UNDERTAKEN
27
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List of Tables
Table No Table name Page No1 Number of Respondents in Gender 35
2 Customer Age groups 36
3 Respondents Marital Status 37
4 Respondents Income Level per month 38
5 Respondents frequently visiting Big Bazaar 39
6 Respondents Main purpose of Purchase at Big Bazaar 40
7 Types of products Purchased by Respondents in Big Bazaar 41
8 Respondents reasons behind Purchase in Big Bazaar 42
9 Respondents asking Assistance from staff while Purchase 43
10 Respondents perception towards the pricing of products 44
11 Respondents preference to shop in Big Bazaar 45
12 Respondents most shopping place in City 46
13 Respondents using facilities of Big Bazaar 47
14 Respondents preferred days to shop in Big Bazaar 48
15 Respondents Overall experience in Big Bazaar 49
16 Respondents suggestion to other to shop at Big Bazaar 50
17 Respondents suggestions to attract Customers 51
18 Respondents sources of Awareness about Big Bazaar 52
19 Advertisements attracted respondents towards Big Bazaar 53
20 Source of advertising that can reach easily to Customers 54
21 Respondents Satisfaction levels 55
21.1 Customer satisfaction level for location 56
21.2 Customer satisfaction level for Operating time 57
21.3 Customer satisfaction level for Cleanness of store 58
21.4 Customer satisfaction level for Spacious shop floor 59
21.5 Customer satisfaction level for Easy to locate any product 60
21.6 Customer satisfaction level for Promotion Offers 61
21.7 Customer satisfaction level for Prices of products 62
21.8 Customer satisfaction level for Flexibility in payments 63
21.9 Customer satisfaction level for Services in CSD 64
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EXECUTIVE SUMMARY
The Indian retail industry, one of the fastest growing industries in the country over the past
couple of years is no exception. There is no doubt that the Indian retail scene is booming.
India’s retailing boom is the result of rapid globalization and the recognition of being a very
potential market by big giants and foreign companies making the market more competitive.
This has caused existing retailer’s tore-tailor their strategies to suit the new landscapes.
This retail industry deals Food Bazaar and various sections which help the society with their
daily needs. After interaction with customers I found that they are more satisfied with the
food bazaar rather than any other products.
While working on this project various topics and concepts came to the knowledge which was
unheard and unknown before. A survey was also conducted for this project which mainly
focuses on the consumer behaviour towards Big Bazaar. It would also help in knowing the
various factors that are influence consumer behaviour and understand consumer behaviour
towards Big Bazaar. Big Bazaar has brought about many changes in the buying habits of
people.
It has created formats, which provide all items under one roof. Big Bazaar has maintained
that uniqueness& succeeded in attracting customers.
Big Bazaar is not just another hypermarket. It caters to every need of your family. Big Bazaar
scores over other stores is its value for money proposition for Indian Customers. With the
ever-increasing array of private labels, it has opened doors in the world of fashion and
general merchandise, including home furnishings, utensils, crockery, sport goods and much.
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1. INDUSTRY PROFILE
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Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers
are part of an integrated system called the supply chain. A retailer purchases goods or products in
large quantities from manufacturers directly or through a wholesale, and then sells smaller
quantities to the consumer for a profit. Retailing can be done in either fixed locations like stores
or markets, door-to-door or by delivery. Retailing includes subordinated services, such as
delivery. The term "retailer" is also applied where a service provider services the needs of a large
number of individuals, such as for the public. Shops may be on residential streets, streets with
few or no houses or in a shopping mall. Shopping streets may be for pedestrians only. Sometimes
a shopping street has a partial or full roof to protect customers from precipitation. Online
retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and
mail order, are forms of non-shop retailing.
Shopping generally refers to the act of buying products. Sometimes this is done to obtain
necessities such as food and clothing; sometimes it is done as a recreational activity.
Recreational shopping often involves window shopping (just looking, not buying) and browsing
and does not always result in a purchase Etymology.
Retail comes from the Old French word trailer, which means "to cut off, clip, pare, divide" in
terms of tailoring (1365). It was first recorded as a noun with the meaning of a "sale in small
quantities" in 1433 (from the Middle French retail, "piece cut off, shred, scrap, paring"). [1] Like
in French, the word retail in both Dutch and German also refers to the sale of small quantities of
items.
Types of retail outlets
San Juan de Dios Market in Guadalajara, Jalisco
Inside a supermarket in Russia
Walnut Market in Katra, Jammu & Kashmir, India
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A marketplace is a location where goods and services are exchanged. The traditional market
square is a city square where traders set up stalls and buyers browse the stores. This kind of
market is very old, and countless such markets are still in operation around the whole world.
In some parts of the world, the retail business is still dominated by small family-run stores, but
this market is increasingly being taken over by large retail chains.
Retail is usually classified by type of products as follows:
Food products
Hard goods or durable goods ("hardliner retailers") - appliances, electronics, furniture, sporting
goods, etc. Goods that do not quickly wear out and provide utility over time.
Soft goods or consumables - clothing, apparel, and other fabrics. Goods that are consumed after
one use or have a limited period (typically under three years) in which you may use them.
There are the following types of retailers by marketing strategy:
Department stores - very large stores offering a huge assortment of "soft" and
"hard goods; often bear a resemblance to a collection of specialty stores. A
retailer of such store carries variety of categories and has broad assortment at
average price. They offer considerable customer service.
Discount stores - tend to offer a wide array of products and services, but they
compete mainly on price offers extensive assortment of merchandise at affordable
and cut-rate prices. Normally retailers sell less fashion-oriented brands.
Warehouse stores - warehouses that offer low-cost, often high-quantity goods
piled on pallets or steel shelves; warehouse clubs charge a membership fee;
Variety stores - these offer extremely low-cost goods, with limited selection;
Demographic - retailers that aim at one particular segment (e.g., high-end
retailers focusing on wealthy individuals).
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Mom-And-Pop: is a small retail outlet owned and operated by an individual or
family. Focuses on a relatively limited and selective set of products.
Specialty stores: A typical speciality store gives attention to a particular category
and provides high level of service to the customers. A pet store that specializes in
selling dog food would be regarded as a specialty store. However, branded stores
also come under this format. For example if a customer visits a Reebok or Gap
store then they find just Reebok and Gap products in the respective stores.
Boutiques or Concept stores are similar to specialty stores. Concept stores are
very small in size, and only ever stock one brand. They are run by the brand that
controls them. An example of brand that distributes largely through their own
widely distributed concept stores is L'OCCITANE en Provence. The limited size
and offering of L'OCCITANE's stores are too small to be considered a specialty
store proper.
General store : a rural store that supplies the main needs for the local
community;
Convenience stores: is essentially found in residential areas. They provide
limited amount of merchandise at more than average prices with a speedy
checkout. This store is ideal for emergency and immediate purchases as it often
works with extended hours, stocking every day;
Hypermarkets: provides variety and huge volumes of exclusive merchandise at
low margins. The operating cost is comparatively less than other retail formats.
Supermarkets: is a self-service store consisting mainly of grocery and limited
products on non-food items. They may adopt a Hi-Lo or an EDLP strategy for
pricing. The supermarkets can be anywhere between 20,000 and 40,000 square
feet (3,700 m2). Example: SPAR supermarket.
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Malls: has a range of retail shops at a single outlet. They endow with products,
food and entertainment under a roof.
Category killers or Category Specialist: By supplying wide assortment in a
single category for lower prices a retailer can "kill" that category for other
retailers. For few categories, such as electronics, the products are displayed at the
centre of the store and sales person will be available to address customer queries
and give suggestions when required. Other retail format stores are forced to
reduce the prices if a category specialist retail store is present in the vicinity.
E-tailors: The customer can shop and order through internet and the merchandise
are dropped at the customer's doorstep. Here the retailers use drop shipping
technique. They accept the payment for the product but the customer receives the
product directly from the manufacturer or a wholesaler. This format is ideal for
customers who do not want to travel to retail stores and are interested in home
shopping. However it is important for the customer to be wary about defective
products and non-secure credit card transaction. Example: Amazon, Pennyful and
eBay.
Vending Machines: This is an automated piece of equipment wherein customers
can drop the money in the machine and acquire the products.
Some stores take a no frills approach, while others are "mid-range" or "high end",
depending on what income level they target.
Other types of retail store include:
Automated Retail stores are self-service, robotic kiosks located in airports, malls and grocery
stores. The stores accept credit cards and are usually open 24/7. Examples include ZoomShops
and Redbox. Big-box stores encompass larger department, discount, general merchandise, and
warehouse stores.
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Retailers can opt for a format as each provides different retail mix to its customers based on their
customer demographics, lifestyle and purchase behaviour. A good format will lend a hand to
display products well and entice the target customers to spawn sales.
Global top five retailers
Worldwide Top Five Retailers
Retail Sales Rank Company Country of Origin
1. Walmart US
2. Carrefour France
3. Tesco UK
4. Kroger US
5. Metro AG Germany
Operations
Retail pricing
The pricing technique used by most retailers is cost-plus pricing. This involves adding a markup
amount (or percentage) to the retailer's cost. Another common technique is suggested retail
pricing. This simply involves charging the amount suggested by the manufacturer and usually
printed on the product by the manufacturer.
In Western countries, retail prices are often called psychological prices or odd prices. Often
prices are fixed and displayed on signs or labels. Alternatively, when prices are not clearly
displayed, there can be price discrimination, where the sale price is dependent upon who the
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customer is. For example, a customer may have to pay more if the seller determines that he or
she is willing and/or able to. Another example would be the practice of discounting for youths,
students, or senior citizens.
Staffing
Because patronage at a retail outlet varies flexibility in scheduling is desirable. Employee
scheduling software is sold which, using known patterns of customer patronage, more or less
reliably predicts the need for staffing for various functions at times of the year, day of the month
or week, and time of day. Usually needs vary widely. Conforming staff utilization to staffing
needs requires a flexible workforce which is available when needed but does not have to be paid
when they are not, part-time workers; as of 2012 70% of retail workers in the United States were
part-time. This may result in financial problems for the workers, who while they are required to
be available at all times if their work hours are to be maximized, may not have sufficient income
to meet their family and other obligations.
Transfer mechanisms
There are several ways in which consumers can receive goods from a retailer:
Counter service, where goods are out of reach of buyers and must be obtained from the seller.
This type of retail is common for small expensive items (e.g. jewelry) and controlled items like
medicine and liquor. It was common before the 1900s in the United States and is more common
in certain countries like India.
Delivery, where goods are shipped directly to consumer's homes or workplaces. Mail order from
a printed catalogue was invented in 1744 and was common in the late 19th and early 20th
centuries. Ordering by telephone was common in the 20th century, either from a catalog,
newspaper, television advertisement or a local restaurant menu, for immediate service (especially
for pizza delivery), remaining in common use for food orders. Internet shopping - a form of
delivery - has eclipsed phone-ordering, and, in several sectors - such as books and music - all
other forms of buying. Direct marketing, including telemarketing and television shopping
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channels, are also used to generate telephone orders. Started gaining significant market share in
developed countries in the 2000s.
Door-to-door sales, where the salesperson sometimes travels with the goods for sale.
Self-service, where goods may be handled and examined prior to purchase.
Digital delivery or Download, where intangible goods, such as music, film, and electronic books
and subscriptions to magazines, are delivered directly to the consumer in the form of information
transmitted either over wires or air-waves, and is reconstituted by a device which the consumer
controls (such as an MP3 player; see digital rights management). The digital sale of models for
3D printing also fits here, as do the media leasing types of services, such as streaming.
Second-hand retail
Some shops sell second-hand goods. In the case of a nonprofit shop, the public donates goods to
the shop to be sold. In give-away shops goods can be taken for free.
Another form is the pawnshop, in which goods are sold that were used as collateral for loans.
There are also "consignment" shops, which are where a person can place an item in a store and if
it sells, the person gives the shop owner a percentage of the sale price. The advantage of selling
an item this way is that the established shop gives the item exposure to more potential buyers.
Challenges
To achieve and maintain a foothold in an existing market, a prospective retail establishment must
overcome the following hurdles:
Regulatory barriers including
Restrictions on real estate purchases, especially as imposed by local governments
and against "big-box" chain retailers;
Restrictions on foreign investment in retailers, in terms of both absolute amount
of financing provided and percentage share of voting stock (e.g., common stock)
purchased;
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Unfavourable taxation structures, especially those designed to penalize or keep
out "big box" retailers (see "Regulatory" above);
Absence of developed supply chain and integrated IT management;
High competitiveness among existing market participants and resulting low profit
margins, caused in part by Constant advances in product design resulting in
constant threat of product obsolescence and price declines for existing inventory;
Lack of properly educated and/or trained work force, often including
management, caused in part by Lack of educational infrastructure enabling
prospective market entrants to respond to the above challenges.
Sales techniques
Behind the scenes at retail, there is another factor at work. Corporations and independent store
owners alike are always trying to get the edge on their competitors. One way to do this is to hire
a merchandising solutions company to design custom store displays that will attract more
customers in a certain demographic. The nation's largest retailers spend millions every year on
in-store marketing programs that correspond to seasonal and promotional changes. As products
change, so will a retail landscape. Retailers can also use facing techniques to create the look of a
perfectly stocked store, even when it is not.
A destination store is one that customers will initiate a trip specifically to visit, sometimes over a
large area. These stores are often used to "anchor" a shopping mall or plaza, generating foot
traffic, which is capitalized upon by smaller retailers.
Customer service
Customer service is the "sum of acts and elements that allow consumers to receive what they
need or desire from your retail establishment." It is important for a sales associate to greet the
customer and make himself available to help the customer find whatever he needs. When a
customer enters the store, it is important that the sales associate does everything in his power to
make the customer feel welcomed, important, and make sure he leaves the store satisfied. Giving
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the customer full, undivided attention and helping him find what he is looking for will contribute
to the customer's satisfaction.[4] For retail store owners, it is extremely important to train
yourself and your staff to provide excellent customer service skills. By providing excellent
customer service, you build a good relationship with the customer and eventually will attract
more new customers and turn them into regular customers. Looking at long term perspectives,
excellent customer skills give your retail business a good ongoing reputation and competitive
advantage.
Statistics for national retail sales
United States
The United States retail sector features the largest number of large, lucrative
retailers in the world. A 2012 Deloitte report published in STORES magazine
indicated that of the world's top 250 largest retailers by retail sales revenue in
fiscal year 2010, 32% of those retailers were based in the United States, and those
32% accounted for 41% of the total retail sales revenue of the top 250.[6]
U.S. Monthly Retail Sales, 1992–2010
Since 1951, the U.S. Census Bureau has published the Retail Sales report every
month. It is a measure of consumer spending, an important indicator of the US
GDP. Retail firms provide data on the dollar value of their retail sales and
inventories. A sample of 12,000 firms is included in the final survey and 5,000 in
the advanced one. The advanced estimated data is based on a subsample from the
US CB complete retail & food services sample.
CE region
In 2011 the grocery market in six Central European [disambiguation needed] (CE)
countries was worth nearly €107bn, 2.8% more than the previous year when
expressed in local currencies. The increase was generated foremost by the
discount stores and supermarket segments, and was driven by the skyrocketing
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prices of foodstuffs. This information is based on the latest PMR report entitled
Grocery retail in Central Europe 2012[8]
Consolidation
Among retailers and retails chains a lot of consolidation has appeared over the last
couple of decades. Between 1988 and 2010, worldwide 40,788 mergers &
acquisitions with a total known value of 2.255 trillion USD have been announced.
[9] The largest transactions with involvement of retailers in/from the United
States have been: the acquisition of Albertson's Inc. for 17 bill. USD in 2006, [10]
the merger between Federated Department Stores Inc. with May Department
Stores valued at 16.5 bill. USD in 2005[11] - now Macy's, and the merger
between Kmart Holding Corp and Sears Roebuck & Co with a value of 10.9 bill...
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2. COMPANY ANALYSIS
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HISTORY
Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first
four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22 days.
Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling apparel,
cosmetics, accessories and general merchandise. Over the years, the retail chain has included in
its portfolio a wide range of products and services, ranging from grocery to electronics.
The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic
Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire
retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is
popularly known as the ‘Indian Walmart’ today.
In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and
launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also
launched at High Street Phoenix mall in Mumbai, marking the retailer’s entry into dedicated
food retail.
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In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category
was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its
new store in Gurgaon in the same year.
Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This
phase of growth included the setting up of the Mumbai store in Lower Parel, which registered a
record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big
Bazaar Exchange Offer was launched, which has quickly gained popularity among customers.
In 2006, further changes in loyalty marketing took place with the launch of the housewife-centric
credit card, Shakti. Jewellery store ‘Navaras’ was also launched that year within Big Bazaar
stores which became the first store-in-store concept to be launched by the brand. Another
dedicated retail format launched in 2006 is Furniture Bazaar.In 2007, Big Bazaar partnered with
a shopping portal Futurebazaar.com and expanded its retail footprint to 50 stores.
The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big
Bazaar, with the launch of the 101st store. Joining the league of India’s Super brands and voted
among the top ten service brands in the country by the Pitch-IMRB international survey, Big
Bazaar became much more than a household name. The year also saw the launch of the Monthly
Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low prices and
gave discounts on bulk purchases in the first week of the month.
Over the next two years, Big Bazaar carved its own niche in modern retail and became the
largest brand in the hypermarket format. Capturing one-third of the food and grocery market in
modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its
retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third
consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most
Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop.
ABOUT THE COMPANY:
MARKET SHARE IN RETAIL INDUSTRY
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Various formats and store concept
Most Big Bazaar outlets are multi-levelled stores and are located in stand-alone buildings in city
centres as well as within shopping malls. These stores have more than 2,00,000 Stock Keeping
Units (SKU) in a wide range of categories, led primarily by fashion and food products. The retail
space of these stores in the metros range between 50,000 and 1,60,000 sq. ft.
Since its launch in 2001 in metro cities like Kolkata, Bengaluru and Hyderabad, Big Bazaar is
the largest Hypermarket chain with presence in 90 cities and towns across the country.
CSR activities
As a part of Future Group, Big Bazaar is involved in various social activities that include green
initiatives for the community, blood donation camps, Diwali celebrations with orphanages, visits
to orphanages and other NGOs helping underprivileged children. These activities usually involve
all members of the management as well as staff of Big Bazaar.
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In September 2011, Future Group signed a strategic partnership with the
Himachal Pradesh Government to directly source, market and promote the state’s
products and services through its Big Bazaar stores under the brand ‘Himachal’.
The aim of this partnership is to aid the development of various ‘source-to-
market’ initiatives to enhance livelihoods for more than 25,000 families in the
state.
Big Bazaar created a platform called Yatra to provide women of self-help groups
across various towns and regions of Maharashtra and Gujarat the opportunity to
market their wide assortment of indigenous food and non-food products. As part
of the programme, women from over 30 regional self-help groups were invited,
encouraged and helped to set up stalls to exhibit their products at Big Bazaar
stores.
Big Bazaar Mysore started offering a free wholesome meal to all its customers,
who in return contribute ‘Shraddha Anussar’ for a community cause. In other
words, the customers donate any amount for the meal which would be used for a
local, regional or topical cause.
Schemes and innovations
The introduction of ‘Sabse Sasta Din’ (Cheapest Day) in the year 2005 was a turning point for
the Big Bazaar franchise. As part of this effort, the Republic Day holiday was used to ensure that
consumers visited Big Bazaar outlets across the country in large numbers to get required
household items at cheaper rates.
Taking cue from this highly successful concept, another initiative was introduced, named the
‘Purana do aur naya lo’ (give old and get new) scheme. In this scheme, consumers were asked to
bring and sell old clothes, utensils and other household items in exchange of discount coupons.
The concept proved to be a success yet again as people from across the country responded
spontaneously, in spite of the different preconditions associated with it.
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The franchise further inaugurated the concept of ‘Hafte ka sabse sasta din’ (Cheapest Day of the
Week), wherein Wednesday was designated to be the day when special discounts were offered to
consumers during a week.
Wednesday Bazaar
The concept of Wednesday Bazaar was promoted as ‘Hafte Ka Sabse Sasta Din’ (Cheapest Day
of the Week). Initiated in January 2007, the idea behind this scheme was to draw customers to
stores on Wednesdays, the day when consumer presence is usually less. According to the chain,
the aim of the concept was ‘to give homemakers the power to save the most.
Big Bazaar introduced ‘Sabse Sasta Din’ (Cheapest Day) with the intention of attaining a sales
figure of Rs 26 crore in a single day. The concept became such a hit that the time period for the
offer had to be increased from one day to three days in 2009 (January 24 to 26) and to five days
in 2011 (January 22 to 26).
Maha Bachat
The concept of ‘Maha Bachat’ (Mega Saving) was introduced in the year 2006 as a single day
campaign with attractive promotional offers across the company outlets. Over the years, the
concept has grown to become a six-day biannual campaign. During this campaign, attractive
offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic Bazaar
and Furniture Bazaar.
Introduced on February 12, 2009, ‘The Great Exchange Offer’ allows customers to exchange
their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand
new goods from Big Bazaar outlets across the nation.
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VISION
To deliver everything, everywhere, every time to every Indian customer in the
most possible manner.
One of the core value of future group is Indian ness and is cooperate credo is
rewrite rules –retain value.
MISSION
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We Share the vision and belief that our customer and stakeholder shall be served
only by creating and executing future scenario in the consumption space leading
to economic development.
We will be the trendsetter in evolving delivery formats creating retail making
consumption affordable for all customer segment –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.
We shall ensure that out positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.
CORE VALUES
Indianans confidence in ourselves.
Leadership: to be a leader, both in thought and business.
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 understood the universal laws of nature.
ORGANISATIONAL HEIRARCHY
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AREA MANAGER
HEAD STORE MANAGER
ASSISTANT STORE MANAGER
ROLE OF AREA MANAGER
Area Managers are too valuable to be thrown in at the deep end. They need the best initial
training possible. This is the ideal ‘covering the very basics’ workshop. The focus is on the Area
Manager Function, the tasks required of the job and the qualities required to ‘lead’ rather than
just ‘manage’.
Thinking ahead, analyzing the current situation, and formulating a written business development
strategy is an essential starting point for all newly appointed Area Managers. On completion of
this workshop your area managers will have started formulating a strategic development plan for
their areas and discussed methods of communicating the plan to all managers within their areas
of responsibility.
ROLE OF HEAD STORE MANAGER
HEAD Store managers can be found in all shops as they are the main cog in its running. They
are employed to ensure that the day-to-day operation of the shop is efficient and effective, with
the main aim of bringing in the maximum profit possible. They are responsible for all employees
within the store and are present to ensure the shop runs without hitch.
Every shop needs a store manager, making it a very versatile job that is widely in demand. The
retail sector employs around 11% of the UK’s total workforce, so there are many opportunities
available in this field
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FLOOR MANAGER
ACCOUNT MANAGER
ASSISTANT STORE MANAGER
Trains store staff by reviewing and revising orientation to products and sales training materials;
delivering training sessions; reviewing staff job results and learning needs with retail store
manager; developing and implementing new product training.
Evaluates competition by visiting competing stores; gathering information such as style,
quality, and prices of competitive merchandise.
Purchases inventory by researching emerging products; anticipating buyer interest;
negotiating volume price breaks; placing and expediting orders; verifying receipt.
Attracts customers by originating display ideas; following display suggestions or
schedules; constructing or assembling prefabricated display properties; producing
merchandise displays in windows and showcases, and on sales floor.
Promotes sales by demonstrating merchandise and products to customers.
Helps customers by providing information; answering questions; obtaining merchandise
requested; completing payment transactions; preparing merchandise for delivery.
Prepares sales and customer relations reports by analyzing and categorizing sales
information; identifying and investigating customer complaints and service suggestions.
FLOOR MANAGER
Retail Floor Manager Jobs have a responsibility for the day-to-day management of a department
or store in accordance with overall company policy.
The main focus of any Retail floor manager jobs is to improve the commercial performance of
the store by increasing its turnover and maximizing profitability. Achieving performance
objectives will require action in one of the main areas of retail activity: store operations; human
resources; finance; buying; customer care; marketing; logistics; information technology; and
administration.
28
Major parts of the retail floor manager jobs on a day-to-day basis include managing staff, finding
new ways to improve sales, and meeting customer demand.
ACCOUNT MANAGER
An account manager is a person who works for a company and is responsible for the
management of sales, and relationship with particular customers. The account manager does not
manage the daily running of the account itself. They manage the relationship with the client of
the account(s) they are assigned to. Generally, a client will remain with one account manager
throughout the duration of hiring the company. Account managers serve as the interface between
the customer service and the sales team in a company. They are assigned a company's existing
client accounts. The purpose of being assigned particular clients is to create long term
relationships with the portfolio of assigned clients. The account manager serves to understand the
customer's demands, plan how to meet these demands, and generate sales for the company as a
result.
SWOT ANALYSIS
Strengths:
1. Big Bazaar is one of the largest retail hypermarket in India with 214 stores (as on
June12’) located all over India.
2. It is owned by Future group, which owns other retail brands like Central
Above Table shows 20% of customers belong to income level of less than 10000 per month &
26% of customers belong to 20000-30000 income per month & 25% of customers belong to
30000-40000 income per month & 5% of customers belong to income per month of 40000-
50000 per month and reaming 8% of customers belong to 50000 and above
Chart No4 – Showing Respondents Income Level per month
Less than 10000 10000-20000 20000-30000 30000-40000 40000-50000 50000 and above
0
5
10
15
20
25
30
20%
26%25%
16%
5%8%
Income per Month
Sample size: 100
INTERPRETATION
From the above graph we can interpret that majority of respondents belong to income level of
10000-20000 per month & 20% belong to less than 10000. Hence we conclude the company
should focus on targeting customers belong to income level of less than 30000
Q5) How frequently do you visit Big Bazaar?
Table No5 – Respondents frequently visiting Big Bazaar
Frequent visit No of Customers Percentage
45
Twice in a week 13 13%Once in a week 30 30%Once in 15days 20 20%Once in month 18 18%
As and when required 25 25%Sample size: 100
Analysis
Above Table shows that 13% of respondent visit twice in a week & 30% of respondents visit
once in a week & 20% visit once in 15days & 18% of respondents visit once in month and
remaining 25% of respondents visit as and when required
Chart No5 –Showing Respondents frequently visiting Big Bazaar
13%
30%
20%
18%
25%
Visitors to Bigbazaar
Twice in a week Once in a week Once in 15 daysOnce in Month As and when required
Sample size: 100
INTERPRETATION
Above Graph shows that majority of customers visit once in a week & 25% visit as and when
required & 20% visit once in 15days, we conclude that majority of customers visit as and when
required and once in a week. Hence company should increase visitors by providing more
promotion offers and create awareness about the offers to customers
Q6) What is the main purpose of Purchase?
Table No6 – Respondents main purpose of Purchase at Big Bazaar
Purpose of Purchase No of Customers Percentage
46
Personal usage 55 44%To Gift 16 13%
Regular home Usage 50 39%Events and Celebrations 5 4%
Sample size: 100
Analysis
Above Table shows that 44% respondents purchase for personal usage & 13% to gift & 39% purchase for regular home usage and remaining 4% purchase for events and celebrations
Chart No6 – Showing Main purpose of Purchase at Big Bazaar
percentage0
5
10
15
20
25
30
35
40
45
44%
13%
39%
4%
Purpose of purchase
Personal Usage To Gift Regular home usage Events and Celebrations
Sample size: 100
INTERPRETATION
From the above Graph we can see that 44% of the respondents purchase for personal usage &
39% purchase for regular home usage and remaining to gift & events and celebrations, we
conclude majority of customer purchase for personal and home usage.
Q7) Which type of products do you Purchase more in Big Bazaar?
Table No7 – Types of products Purchased by Respondents in Big Bazaar
Types of Products No of Customers Percentage
47
Process food and staples 40 21%Clothing/Fashion 60 32%
Home fashion 20 11%Vegetables and fruits 42 23%
Electronics 19 10%Utensils and Crockery 6 3%
Sample size: 100
ANALYSIS
The above table shows that 21% of respondents purchase process food and staples & 32%
purchase clothing/fashion & 11% purchase home fashion & 23% purchase vegetables and fruits
& 10% purchase electronics and remaining 3% purchase utensils and crockery
Chart No7 – Showing Types of products Purchased by Respondents in Big Bazaar
21%
32%11%
23%
10%3%
Products Purchased more
Process food and StaplesClothing/FashionHome FashionVegatables and FruitsElectronicsUtensils and Crockery
Sample size: 100
INTERPRETATION
From the above Graph we can see that majority 32% of customers purchase clothing/
Fashion & 21%-23% of customers purchase process food, staples, vegetables and fruits and
remaining purchase home fashion, electronics, utensils and crockery
Q8) What is the reasons behind Purchase in Big Bazaar?
Table No8 – Respondents reasons behind Purchase in Big Bazaar
Reasons of Purchase No of Customers Percentage
48
Satisfaction of Products 16 11%Reasonable price 39 27%
More and good Offers 65 46%Extra facilities provided by Big Bazaar 23 11%
Sample size: 100
ANALYSIS
The above table shows that 11% of respondents say they purchase because of satisfaction of
products & 27% because of reasonable price & 46% for more and good offers and remaining
11% purchase because of extra facilities
Chart No8 – Showing Reasons behind Purchase in Big Bazaar
Satisfaction of Products
Reasonable Price
More and good Offers
Extra Facilities
0 5 10 15 20 25 30 35 40 45 50
11%
27%
46%
16%
Reasons behind Purchase
Sample size: 100
INTERPRETATION
From the above Graph we can see that majority of the respondents purchase because of more
and good offers & 27% purchase because of reasonable price and remaining purchase because of
extra facilities and satisfaction of products
Q9) How often do you ask for Assistance from staff while purchase?
Table No9 – Respondents asking Assistance from staff while purchase
Assistance from staff No of Customers PercentageAlmost always 9 9%
49
Frequently 25 25%Sometimes 54 54%
Never 12 12%Sample size: 100
ANALYSIS
The above table shows that 9% of customers take assistance from staff almost always & 25%
take frequently & 54% of customers take assistance some times and remaining 12% never
Chart No9 – Showing Customers Assistance from staff while purchase
Almost Always Frequently Sometimes Never0
10
20
30
40
50
60
9%
25%
54%
12%
Assistance from staff
Sample size: 100
INTERPRETATION
From the above Graph we decide that 9% of the customers take assistance from staff always &
where as 25% take help frequently & 54% have taken assistance sometimes and 12% will not
depend on others. From the collected data, we can say that the minority of customers take
assistance from the store staff sometimes
Q10) How do you feel the pricing of products in Big Bazaar?
Table No10 – Respondents perception towards the pricing of products in Big Bazaar
Pricing of Big Bazaar No of Customers PercentageExpensive 5 5%
The above table shows 17% of respondents are highly satisfied with the services in customer seva desk & 43% of respondents are satisfied with the services in customer seva desk & 29% are dissatisfied and 11% none
Chart No21.9– Showing Customer Satisfaction levels for Services in customer Seva desk
Highly Satisfied Satisfied Dissatisfied None0
5
10
15
20
25
30
35
40
45
17
43
29
11
Satisfaction level based onServices in customer
Sample size: 100
INTERPRETATION
From the above graph we can interpret that 17% of customers are Highly satisfied with the
services in customer seva desk at Big Bazaar & 43% of customers are satisfied with the services
in customer seva desk at Big Bazaar & 29% of are dissatisfied and remaining 11% customers
none. Hence 29% of customers are dissatisfied we conclude that Big Bazaar should improve the
services at customer seva desk
Questionnaire
Dear Sir/Madam,
71
I, Mr.Athaullah, perusing 2nd year MBA in M.S. Ramaiah Management Institute, conducting a research survey on study of “Consumer behavior towards Big Bazaar” as part of partial fulfilment of my MBA course. I request you to spare few minutes of valuable time in filling the questionnaire. Your response in this regard shall be of great input for the act of which I shall be thankful to you.