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SUMMER TRAINING PROJECT ON
BIG BAZAAR
INTERNATIONAL SCOOL OF BUSINESS AND MEDIA
NOIDA
SUBMITTED BY:-
GURPREET SINGH LAMBA
PGPBM 2008-2010
NO8BM062
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ACKNOWLEDGMENT
I take this opportunity to express my gratitude to the people who have been instrumental in
the successful completion of this project.
. I would like to thankProf. Hari Srivasatava, , PGPBM(Retail) International School of
Business & Media , Noida for his support.
This project is the outcome of the splendid guidance extended to me by my corporate
guide, Mr. Sarvesh Srivastava. The guidance of Mr.Amrit Prasad and Hemant
Srivastava as well as the department managers has all its importance for the successful
completion of this project.Before concluding it would be wrong on my side if I miss to pass my thanks to my project
partner Sanchit Lakhtakia and Nirbhay Bhadouria , who was there at every phase of this
project. At the end it is my duty to pass gratitude to all the respondents who took pain and
gave us time to fill the forms without which this research work was impossible.
I am also indebted to my parents and friends for their immense support and guidance.
All expertise belongs to them, any errors are mine.
Gurpreet Singh Lamba
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INDEX
S.N. Topic
1. Introduction
2. Weekends of big bazaar
3. Hot and Cold spot of the store
4. Customer service desk
5. Various departments in big bazaar
6. Visual merchandising
7. Man power management
8. Theft prevents
9. Offers and Promotion in big bazaar
10. Billing Process
11. Supply chain of the store
12. Project on Catchments Analysis
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INTRODUCTION
Future Group
Future Group is Indias leading business group that caters to the entire Indian consumption space.
Led by Mr. Kishore Biyani.
Apart from Pantaloon Retail, the groups presence in the retail space is complemented by
group companies, Indus League Clothing, which owns leading apparel brands likeIndigo Nation, Scullery
and Urban Yoga, and Galaxy Entertainment Limitedthat operatesBowling Co, Sports Bar, F123 and
Brew Bar.
The groups joint venture partners include French retailerETAM group, US-based
stationary products retailer, Staples and UK-based Lee Cooper. Group Company,Planet Retail, owns and
operates the franchisee of international brands likeMarks & Spencer, Next, Debenhams and Guess in
India. The groups Indian joint venture partners include, Manipal Healthcare, Jaywalkers, Blue Foods
and Liberty Shoes.
Future Capital Holdings, the groups financial arm, focuses on asset management and
consumer credit. It manages assets worth over$1 billion that are being invested in developing retail real
estate and consumer-related brands and hotels. The group has launched a consumer credit and financial
supermarket format, Future Money as well as insurance products through a joint venture with Italian
insurance major, generally together they form future generally.
The group is currently developing over 50 malls and consumption centers across the
country and has formed a joint venture company focusing on mall management with Singapore-based
Capital and, one of Asias largest property companies.
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Future Groups vision is to, deliver Everything, Everywhere, Every time to Every
Indian Consumer in the most profitable manner. The group considers Indian-nessas a core value
and its corporate credo is - Rewrite rules, Retain values.
Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail
formats in both the value and lifestyle segment of the Indian consumer marker. Headquarteredin Mumbai
(Bombay), the company operates over5 million square feetof retail space, has over350 stores across 40
cities in India and employs over18,000 people.
The companys leading formats includePantaloons, 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, all, Top 10, bazaar and Star and Sitara. The company also operates
an online portal,futurebazaar.com.
A subsidiary company,Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, selling home furniture products and one mobile focused on catering to
the consumer mobile segment.
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The US-based National Retail Federation (NRF) awarded the International Retailer of
the Year Pantaloon Retail India ltd and the Emerging Market Retailer of the Year at the World Retail
Congress held inBarcelona.
Pantaloon Retail is the flagship company of Future Group, a business group catering the
entire Indian consumption space.
OWN
-Pantaloon -Central-Big Bazaar -Food Bazaar
-Fashion Station -All
-Loot mart -Blue Sky
-Depot - Books, Stationery & music -One Mobile - Communications
-Star & Sitara -E-tailing
-Chamosa -Home Solutions Reta
P a n t aC e nA LR e f lB l u e
L i f e s t
G a l a x y E n
L e i s u r
E n t e r t a
F o o dB i g BF a s h i o n
V a l u e
C h a
R e s t a u
F o o d B
M e
H o m
S o l u t i
R e t a
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BIG BAZAAR
Format = Hyper Market
Big Bazaar is a hyper market where customers can get most of the things of their daily
need. There are different section for different type of merchandise category like Food Bazaar, clothing
and accessories, Home Linen, Footwear, Depot, communication etc. The backbone of big bazaar isfood
bazaar. Food bazaar is having highest footfall which indirectly helps in increasing the sale of other
sections.
Big Bazaaris both bigand a bazaar. It is unlike, say, a Wal-Mart or even a Food world.
Big Bazaar is almost an air-conditioned version of anyIndian bazaar. There is a huge footfall which can
move in almost any direction. You can buy anything (pretty much everything is available at Big Bazaar).
This is a place if you are serious about your shopping. Sometimes at the checkout counters, the line can
stretch as much as a line for a famousganpati pandalor a cricket match. The perception of Big Bazaar is
that it facilitates some serious savings on grocery shopping. And it works. And make no mistake; it attracts
the well heeled Mr. X as much as it attracts Raju from across the street.
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About Kanpur Big Bazaar
Location:
Big Bazaar Kanpur is located in Rave@Moti Mall, Plot No.117/k/13, Gutaiya,
Kanpur - 208005 (U.P.).
Store Area:
Ground Floor (Carpet area 14235.2 Sq.ft; Chargeable Area 17081 Sq.ft)
First Floor (Carpet area 15206 Sq.ft; Chargeable Area 18247 Sq.ft)
Total Carpet Area 29441 Sq.ft; Total Chargeable Area 35329 Sq.ft
Catchments areas:
-Sarvodaya Nagar -Pandu Nagar
-Swaroop Nagar -Govind Nagar
-Kaka Dev -Arya Nagar
-Gumti No.5 -Geeta Nagar
-Kidwai Nagar -Kalyanpur
-Awadhpuri -Shastri Nagar
-Vijay Nagar -Sharda Nagar
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WEEKENDS OF BIG BAZAAR
Saturdays and Sundays
In weekends footfall is very high and conversion rate too but because of high footfalls store
gets very crowded and most of the time these big days leaves so many dissatisfied customers and loose
potential sales.
In every weekend there are several cases in which customers complaints regarding billing
problems, sales staff and management are not able to assist. Most of the time customers get very
aggressive and not able to be controlled by staff just because of bad treatment and bad services and no pre
planning for the holidays and selling seasons.
Shortage of manpower and inefficient sales force creates big problems on weekends.
Sometimes customers have to wait for more than half an hour to be assist by sales staff. Things can be
changed and become much better if Planning for the holidays and selling season will be done in advance
and it will give more time, greater flexibility and happier customers later.
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HOT AND COLD SPOTS OF BIG BAZAAR
Hot Spot:Mens apparels and Ladies apparels are the hot spots of the store because Mens section is
in front of the entrance. When customers enter in to the store he\she has to pass through these sections,
which increases the chances of sale in these sections.
Cold Spot:
Depot section is the cold space of the store as customers do not find any discount offers in this
section.
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CUSTOMER SERVICE DESK
Signage's
Its a place where customers can get the knowledge of the store and also make their
complaints. To be competitive stores have to provide such services to their customers and especially in
hypermarkets where customers are bit price conscious. Big bazaar is providing good facilities to their
customers through the customer service desk. The staff at customer service desk is very patient and
good in customer handling. Sometimes dissatisfied customers get very aggressive and ask for cash
refund and handling such kind of customers is very challenging job which performed at customer
service desk.
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Have something to say?
Share With Us!
We welcome your feedback about our products and service.
This will help us offer you a complete shoppingexperience.
The Feedback book and forms are available at our CustomerService Desk.
You can also write to us [email protected]
Thank you for shopping with us!
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The major complaints customer makes are:
Sometimes customer dont get the current offers for which they are entitled because of lack of
awareness about the offers. So in such kind of situations customer can get credit note from
customer service desk.
Sometimes customers find the billing process quite lengthy and dont want to wait for to
long.
Sometimes cashiers scan the products 2-3 times by mistake.
Future card (ICICI) related problems.
Sometimes customer do not find the specific product in the section.
Sometimes fitting of clothes (alteration).
Sometimes for reprint of the lost bills.
Functioning of CSD
-Exchange of the Merchandise
Zero value bill- If piece to piece exchange is being done.
Credit Note- If customer wants to go for some other item apart from the one brought for exchange.
Cash refund- If customer insists for Cash refund instead of credit note, go for it after the authorization
of Head Cashier/Designated manager.
-Baggage Counter -In store announcement
-Telephone calls -Handling free gifts at store
-Home delivery -Helpline
-Gift Wrapping -Alteration
-Share with us -Correction of Bills
Book
Forms
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Alteration Slip
Alteration Register at Alterations Desk
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Tailor Register
Gate Pass
Gift Wrapping Register
Unclaimed Baggage Register
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Lost Token Register
PROBLEM FACED BY CUSTOMERS AT CASH TILLS
Most of the time customers leave their merchandise at billing counter and walks away. The
reason behind this is long queues at billing counters or sometimes system stops working and cashier
request to the customer to join another billing counter which is already having long queue. So sometimes
customer gets frustrated and walks away and leave the merchandise somewhere near billing counter. Such
kind of happenings makes the customers dissatisfied. But sometimes on working days store get crowded
and then customers find the billing process is very lengthy. Because of such kind of uncertain things store
is loosing the customer loyalty and also loosing their potential sale. The merchandise that customers leaves
at billing counter and walks away was potential sale which converted into loss.
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DEPARTMENTS AT BIG BAZAAR
FOOD BAZAAR
BB FASHION
BB GM HOMEWARE
BB GM FASHION COMMUNICATION
DEPOT
ELECTRONICS
SHOP IN SHOP
STAR & SITARA
FUTURE GENERALI
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FOOD BAZAARAb Ghar Chalaana Kitna Aasaan
Food Bazaar invites customers for a shopping experience, unique by its ambience. At Food
Bazaar customers can find a hitherto unseen blend of a typical Indian Bazaar and International
supermarket atmosphere.
Flagged off in April02, Food Bazaar is a chain of large supermarkets with a difference,
where the best of Western and Indian values have been put together to ensure customers satisfaction and
comfort while shopping.
The western values ofconvenience, cleanliness and hygiene are offered through pre packed
commodities and the Indian values of"See-Touch-Feel" are offered through the bazaar-like
atmosphere created by displaying staples out in the open, all at very economical and affordable prices
without any compromise on quality.
The best of everything offered with a seal of freshness and purity will definitely make
customers final buying decision a lot easier.
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DEPOT
Departments
MULTIMEDIA BOOKS
Home Video (DVDs n VCDs, Games) Children
Music (Mp3) Fiction
General
STATIONARIES Reference
Children stationeries Management
Office stationeries Periodical
Fancy stationeries Regional
Stationary books
Writing (pens, markers, highlighters) GIFTS
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MENS SECTION
: Mens Party Wear
: Mens Formals
: Mens T-Shirts
: Mens Jeans
: Mens casual
: Mens Ethnic
: Night suits
: Accessories
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BRANDS
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Mens jeans
Pantaloon
-Dj&cOther Brands
-Ruf and tuff-Thamas
-Pinnacle
-Hammer
-Taundi
Mens Party Wear
Pantaloons
-Studio nyx
Accessories
-Under Garments
-Belts
-Socks
-Handkerchief-Shorts
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Mens jeans
Pantaloon
-Dj&cOther Brands
-Ruf and tuff-Thamas
-Pinnacle
-Hammer
-Taundi
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Accessories
-Under Garments
-Belts
-Socks
-Handkerchief-Shorts
Mens jeans
Pantaloon
-Dj&cOther Brands
-Ruf and tuff-Thamas
-Pinnacle
-Hammer
-Taundi
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Accessories
-Under Garments
-Belts
-Socks
-Handkerchief-Shorts
Mens jeans
Pantaloon
-Dj&cOther Brands
-Ruf and tuff-Thamas
-Pinnacle
-Hammer
-Taundi
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
Mens T-Shirts
Pantaloon
-Dj&c
Other Brands
-T.T Cool-Zenc
-V2 Clothing
-Fashion T-Shirts
-Dx 09
-Sprandi-Hooper-Vintage
Accessories
-Under Garments
-Belts
-Socks
-Handkerchief-Shorts
Mens jeans
Pantaloon
-Dj&cOther Brands
-Ruf and tuff-Thamas
-Pinnacle
-Hammer
-Taundi
Separate Levis section
-Signature
Mens formal
Pantaloons
-Knighthood
Other Brands
-Eternity-Luis London
-Enercia
-Solitaire and sports
Mens EthnicPantaloon
-ShatranjOther brands
-Sultan-Royal Choice
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Visual merchandising
What is Visual Merchandising?
Definition: Visual Merchandising is first and foremost a strategic activity that requires planning and
analysis. Visual Merchandising is arranging items for display.
General Use: Merchandise and store displays, including window dressing.
Visual Merchandising (VM) is the art of presentation, which puts the merchandise in focus. It educates
the customers, creates desire and finally augments the selling process.
Lighting
An often overlooked and underestimated tool available to retailers is store lighting. Studies show that
proper lighting can increase merchandise sales by up to 20%. Yet, all too often we let the importance oflighting go unrecognized. Start with the basics aim your spotlights on the intended products and be
conscientious about replacing light bulbs right away. Customers are definitely not impressed when they
notice several burnt-out bulbs as they walk into a store. It's just a sign of neglect and complacency.
Lighting can be a costly investment and a complete renovation of the current system may not be feasible
for many retailers.
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Signage's
In organized retailing signages are having very significant role and very effective way to
instruct, inform, and educate the customers. In big bazaar, Kanpur the responsible persons to maintain the
signages are DMs, ADMs and visual merchandiser of the store.
There are different types of signages used in big bazaar:
Directional
Informational
Departmental
Instructional
Corporate branding
Supplier signage (Space on hire)
Point of sale
Promotional
Directional Signages
-Used to guide customers to the store facilities such as drinking water, restrooms etc.
Informational Signages
-Used to provide information to the customers to help them buy merchandise from our stores
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E.g. shoe sizes, sizes for kids clothes
Departmental Signages
-Used for identification of different departments in the store
-Should be clearly visible for every department
Instructional Signages
-Carries instruction regarding store policies such as
No smoking
Pets not allowed
Returns & exchange policies
Corporate Branding Signages
-Used for sharing corporate values with customers
E.g. Signages like :Saste Dam Ka Vaada etc.
Promotional Signages
-Used during special promotions initiated by HO or store (Mango mela, monthly bachat,etc)
-Communicates theme of the promotions
Supplier Signages
-Are used by suppliers to help improve the sale of their product
-Display space is negotiated by the HO or store
-For Gondola the dimensions are
Width: 3
Depth: 1
Height: 5
-If the concept docket is sent from corporate VM then the store VM should adhere to guidelines.
Point of Sale Signages are used for
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-Highlighting
Price
Special Feature
Promotional Merchandise
-Informing customers on measurements or specifications
Standardization of POS Signage
-Standard signage formats are available at all stores
-Only these formats should be used
-The formats are available in various sizes
A5
A4
A3
POS Signage Small Shelf Talkers
-To be used for usual promotion offers in the respective sections
-To be placed on the shelves
-Dimensions of the strip
6 x 2.498
Special Promotional Signages
-Signage format would be provided to the store during special central themes initiated from HO
Timely Display & Removal of Signages
-The POS signages to be put up as soon as the promotion starts-TLs to get the signages from the store VM.
-Respective section to ensure that signage is removed when promotion ends
Guidelines for POS Signage
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Points to remember
-All signages to be placed with proper fixtures & on correct location
-A3 signages to be used only on floor stacks or else in promo area
-No poster to be stuck on walls, pillars or tables
-All information should be accurate & relevant to offer
Points to remember
-Poster or shelf talkers must be displayed using relevant fixtures
-Offer should be prominent & should not be cluttering on the signage
-For temporary requirement to display signages on any wall, SM should approve the same
-No spelling mistakes
Points to remember
-A3 / A4 signages should not be allowed on wall units
-Double sided tapes should not be used on any pillars, walls, fixtures as these lead to damages to paint or
adhesive left behind on wall
-All frames & fixtures to be cleaned at all times
-The VM in-charge needs to maintain at least 5% extra stock of all VM fixtures to ensure broken fixtures
are replaced immediately.
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SOME OF THE VM WHICH I DID
maniquines at the main window display
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maniquines at the main window display
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utensil section
CHOCOLATE SECTION AT FOOD BAZAAR
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Eye catchy vm at the entrance
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maniquin between mens&ladies
ethnic section
STORE MANAGEMENT IN
BIG BAZAAR
Strategic Importance of Store Management
Opportunity to Build Strategic Advantage
Difficult to Have Unique, Compelling Merchandise
Customer Loyalty Based on Customer Service
Store Managers Responsibilities
Entrepreneur
P & L Responsibility
Manage People
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Responsible for Two Critical Assets
People Sales/Employees
Space Sales/Square Foot
Controlling Costs
Increasing labor and productivity
Reducing maintenance & energy cost
Reducing inventory losses
JOB PURPOSE
To efficiently manage the store operations by conforming to all prescribed operating
disciplines, customer service standards as well as people management standards and achieve the
established sales goals.
PRINCIPLE ACCOUNTABILITIES
List of the expected end results that must be achieved in order to fulfill the job purpose and
the activities that help in achieving these results are
REVENUE GENERATION
Preparation of budget.
Achieving sales targets/ABP & ensuring profitability of the store.
Achieving budgeted numbers on Conversions, Bill Size, Value per Customer.
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Implementing measures for Cost Control.
Achieving PBDIT.
Developing new avenues for promoting the business.
OPERATIONS
Ensuring all activities during store opening and store closing.
Ensuring that all Cash tills are functioning optimally and minimum manual bills
are
prepared.
Co-ordinating with IT on issues relating to cataloguing, cashiering, schemes etc.
Co-ordinating with Category Management team to ensure proper running of the
schemes.
Oversees outsourced functions of Housekeeping and Security, with a view to
optimize
their utilization.
MARKETING
Create/maintain a brand image of Big Bazaar.
Co-ordinate with marketing department at Zonal Office for implementing
marketing
strategies/promotions.
SPACE MANAGEMENT
Analyze space allocation category-wise and subcategory-wise with respect to the
Sales
generated, stock capacity and seasons.
Increase or decrease space allocation and make alteration of fittings on the basis of
such analysis.
PEOPLE MANAGEMENT
Providing on the job training to staff.
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Imparting training to ASM, DMs, ADMs on Product Knowledge, Merchandising,
Inventory Management, Sales Planning, Sales Budgeting in co-ordination with the HR,
Ensures that all employees are disciplined and adhere to the stores policies.
Inspects staff grooming
Develops & maintains a motivated and enthusiastic team who would achieve and
exceed targets.
Creates a professional environment for internal as well as external customers.
Boosting staff morale and developing the right attitude and team spirit in them.
Discipline and decorum maintenance.
Identification of potential people for higher responsibilities.
Building relationships with institutes in and around the store for recruitment and
for promotions.
Succession planning.
Responsible for Grooming and development of staff for future roles.
Optimize employee productivity through effective communication and
transparency.
Minimize attrition.
Ensure team should get incentives based on their targets.
SHOP IN SHOP
Appointment of shop in shops.
Monitoring the performance through various reports.
Space selling for advertisements, displays, and promotions
CUSTOMER SERVICE
Resolving customer complaints.
Interacting with customers & obtaining their feedback.
Monitoring activities of CSD.
Formulating policies and processes to make CSD more customer friendly and
effective
in its purpose.
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Addresses concerns and queries of customers by being personally available to them
Customer Relations Management.
INVENTORY MANAGEMENT
Approves the Good Receipt Note (GRN) for Big Bazaar.
Co-ordinates with Warehouse In charge for stock movement both inward &
outward.
Ensures that all the departments through an efficient ordering system maintain
optimum
stock levels.
Ensures that no good moves out of the store without proper delivery challan.
LIAISONING
Liaison with various Govt. bodies for permissions and licenses required for
smooth operations of the Store.
Liaison with Corporate and Institutions for bulk sales to them.
Maintain cordial relation with mall management authorities.
COMPETITION MAPPING
Develop awareness about the organized, unorganized retailing segments and
identifying their strengths and weaknesses.
Identifying competitors in each and every category. Comparing their prices, their
suppliers with that of ours.
Comparing the physical appearances, fixtures, lighting and area allocation per
category of competitors vis--vis those of Big Bazaar.
SWOT analysis of all the major surrounded authorities.
PRODUCT UPDATES
Updates the merchandising team of the latest trends in the market.
Update the merchandising team of the fast movers/slow movers and making
marketing strategy in coordination with category to ensure desired stock turnover.
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CONTROLLING PILFERAGE
Develops systems to control pilferage/shoplifting.
Identification of the merchandise likely to be pilfered.
Identifying areas in the store where security is to be beefed up.
SUPPORT NEW STORE OPENING
Provide assistance to the project team in terms of liaisoning with Govt.
bodies,
compliance issues, and setting up of systems & processes.
Identifying staffs that have expertise in their functional areas, and
assigning them the
responsibility of guiding the new project team in setting up the systems & processes.
GENERAL MAINTENANCE
Supervising the fixed assets in the store.
Handling the local purchases of materials for maintenance as and when
needed.
Monitoring electricity and AC usage and ensuring optimum utilization of
energy,
thereby resulting in Cost Reduction.
MAJOR CHALLENGES
Staff motivation/ transparency to reduce attrition.
Achieve bottom line with top line.
Retail in detail, involving deeply at micro level of merchandise customer issues.
KEY DECISIONS
Cost rationalization, ensuring spending every penny should deliver the desired results.
Best utilization of entire team/human resources by considering strengths and weaknesses.
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Responsibilities of HR
Managing Store Employees
Recruiting & selecting
Internal disputes handling
Store Manager
Assistant Store
Manager
Department
Manager
Department
Manager
Department
Manager
AssistantDepartment
Manager
AssistantDepartment
Manager
AssistantDepartment
Manager
Team
Leader
Team
Leader
Team
Leader
Team Member
& Teammembertrainee.
Assistant Store
Manager
Team Member
& Teammembertrainee.
Team Member
& Teammembertrainee.
Team Member
& Teammembertrainee.
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Employees welfare activities
Promotion and appraisal of the employees
Socializing & training
Motivating
Evaluating & providing constructive feedback
Rewarding & compensating
THEFT PREVENTS
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Shrinkage or shoplifting is a biggest problem in retail stores and one of the major
causes for loss. Its true that customer steels the merchandise and sell it outside somewhere and sometime
return to another branch for cash refund. Many shoplifters steal with the express intent of returning the
merchandise to the store, the same or another branch, for a cash refund. But this is also the fact that most
of the stealing or shrinkage is done by staff only. The ratio of shoplifters within staff is very high. The
reason behind this is, staffs members are very much aware from the steps taken for prevent theft and
knows the way of safe stealing.
To prevent theft big bazaar takes follows steps:
Hard Tags
Soft Tags
Sting Tags
Closed Circuit Television Cameras (CCTV)
Separate entry and exit for staff members
Staff members checking by guards while exit
Member of theft prevention committee on floor
What else can be done?
Loyalty programs for staff
Strict action against the section whose merchandise is missing
Make the staff realize that this is your business and loyalty is the best policy that must be
adopted to get promoted.
Placement of the salesperson should be at the point from where he/she can watch the
customers properly.
Offers and Promotion in Big Bazaar
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Bank's tie-up card with hypermarket chain Big Bazaar is easily one of the most popular cards the
bank offers. Big bazaar is having a tie-up with ICICI. The customers get utility cards from ICICI and these
cards helps in providing discounts on next purchase to the card holders. Big Bazaaris more of a utilities
card, and not a woman's card. It makes shopping simple and a day-to-day affair, rather than a splurge once
in three months.
Big Bazaar offers good prices. Really good prices. Prices that tempt. Apart from simple price
shopping, there are deals (2 for the price of 1 or prices reduced on a combination etc). Big bazaar
frequently changes their offers to increase the sales and to achieve the target while maintaining margin.
The offers in big bazaar are very attractive and helps in increasing the sale while making their customers
satisfy. Basically the discount offers attracts customers towards big bazaar.
There is a paging system in big bazaar, which is operated from customer service desk and
repeatedly makes announcements regarding the offers going on in big bazaar and its time period validity.
Such paging systems really help in making customers aware from the schemes and offers.
Promotional Schemes in big bazaar
Big bazaar is a right place it introduce a new launched product because promotion of any
product can be done more effectively in big bazaar. Big bazaar offers promotional prices of new launched
products like 2 for the price of 1 or prices reduced on a combination etc.
There are ways of pricing:
Bundle Pricing (Buy 2 Get 1 Free)
Billing Process In Big Bazaar
Now in organized retailing I.T is having a very significant role, most of the retailers are
using the retail module of sap for their billing process and to maintain an efficient supply chain. Big
Bazaar uses REM (Retail Enterprise Management) as billing software. Big bazaar is also using SAP for
certain processes like making STOs (Stock transfer order), POs (Purchase order), in warding, out warding
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etc. Sap is very high-tech software and it is installed in all big bazaars across the country. Sap is quit
expensive so it difficult for low-level retailers to get installs sap at their stores.
Supply Chain In Big Bazaar
In todays scenario when organized retailing is creating difference in market and
competition is on peak the supply chain is playing the role of backbone for any store format whether it is
hypermarket or specialty store. Having an efficient supply chain is a dream of every retailer to meet the
demand of customers and to increase the profitability of the store. There are very few retail stores, which
are having efficient supply chain, and big bazaar is one of them.
The demanded merchandise and new merchandise ordered basically by department managers and
sometimes by team leaders. The merchandise, which is more, is demand and increasing the sale of the
store mostly reordered.
Department managers and team leaders are basically responsible for making purchase order (PO)
and stock transfer order (STO).
There are three points where order can be placed.
Category
Central distribution center
Vendors
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There are three ways to place order.
By making purchase order (PO)
By making stock transfer order (STO)
By making sales order (SO)
Once ordered merchandise arrives at store guard enters an in warding register number and
receives the paper and handover that papers to the responsible person of the staff from supply chain at
store. Supply chain manager from store in wards the ordered merchandise and finally gets the Goods
receiving number (GRN) which is the identification that goods have been received at store and then goods
receiving number have to be signed by department manager or team leader.
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PROJECT ON CATCHEMENT
ANALYSIS
INTRODUCTION
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Purpose of this project is to carry out a catchment study and determine the preference of the
customers towards shop into get an insight into what should be the proper strategy which will
attract the customers to the store from different places of Kanpur. The study tries to list down the
factors which the target customers consider while going for shopping into a store.
About Catchment:
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Area which lies with in the radius of 6 km. from rave moti mall was chosen for data
collection. These areas are swaroop Nagar,vikas nagar, kakadeo, gumti, sarvodya nagar,
primary information about these areas is as follows:
Big Bazaar is anchor store of rave moti Mall which is situated near rawatpur.
Swaroop nagar is newly developed area of kanpur. It ranges 0 to 3 km. from rave moti
mall. It is one of the largest and upcoming areas of kanpur. swaroop Nagar is an organized
settlement developed by KANPUR Development Authority (KDA). . Communities in
swaroop Nagar are mainly Hindus; main festivals which the people celebrate are Diwali ,
Holi and Durga Puja. In some places like gumti people celebrate Lohdi also as most of the
people located there are punjabi. People usually attend events of Malls near arya nagar and
kakadeo. As per their social economic class people of swaroop Nagar lies into upper class
i.e. there monthly house hold income is more than 30000Rs.
P-RoadWhole sale market for ladies
apparels. Mix of both Branded
& Unbranded stuff available.
80 ft Road & GumtiApparels for ladies & Kids ,
Branded & unbranded both
available. Bargaining done
Govind NagarMix of all categories, Bara Devi
Mix of all categories, being
patronized by mainly by lower
Class,
Naveen MarketMostly exclusive Brand shops
present. Caters to the Upper
Middle Class of Kanpur 1
Main Markets of
Kanpur 1
& Kanpur 2
Research methodology
To understand the consumer behavior a primary research methodology of getting the
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questionnaires filled were adopted. The whole procedure was divided into five broad
points .1.Distance of Catchment area
.2 Number of house holds.3 Walk in from catchement
4 Segmentation of household
5 Area wise segmentation
Customers to be included were identified and categorized on the basis of following;-
1Demographic parameters
2Age Group3Gender
4 Family size
5 Qualification
6 Occupation7 Location
8 Monthly House Hold Income
Research Work Areas:
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For the research work, I choose the catchment area (six simple workable areas) which was
within the radius of 6 Kms, ranged from the targeted area (rave moti Mall) and inside store
also. Then I collected the primary information about the area which was basically based on
SEC distribution. Information regarding number of house hold, distance from big bazaar
also identified for data collection through questionnaire.
Primary Information of Area:
Information about the social economic class of people, distance of area from the big bazaar
, there local market, main festival and events of area were collected through visiting the
area and by meeting with concerned person like Avas Vikash Office etc. Areas covered for
primary information are swaroop Nagar,vikas nagar, kakadeo, gumti, sarvodya nagar
govind nagar.
Data collected through questionnaire into catchment areas:
Information collected about the catchment areas was very help full in data collection
through questionnaire. It helped in data collection through right person and also saved time.
Sample size 895
Catchment areas: 120 from each
Swaroop nagar 120
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kakadeo 120
govind nagar 120
vikas nagar 120
sarvodya nagar 120
gumti 120
Total sample from areas 720
To further assess the feasibility of our proposition we conducted a survey by randomly
selecting people. We designed a questionnaire comprising 12 questions and the detailsfollow.
INSIDE STORE SURVEY
AGE GROUP
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Question1:
Most preferred thing of Big Bazaar
a) ambience b) variety of products c) customer service d) offers
Hence 49% customers comes to the store only because of offers
Question2:
How frequently you visit Big Bazaar
a) weekly b) monthly c) quarterly d) half yearly
3 5 0 0
Hence this shows that 62% customers visit once in a month
Question3:
Which day of the week you usually prefer to shop
a) mon/tue/wed b)thu/fri c) sat/sun
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Hence this shows that this age group usually come in the week days as most of the crowd is
of students and shop mostly on wed as it is sabse sasta din of Big Bazaar.
Question4:
Where do you shop for apparels/clothing.a) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
This age group does their shopping for apparels as this is mainly the crowd of the students
and do not compromise with the quality
Question5:
When do you prefer to buy clothes
a) occasionally b)marriage/party c) religious festival d) sale/offer
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This shows that this age group group generally purchase the clothes occasionally
Question6:
Which section of Big Bazaar you like the most
a) food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
This shows that this age group generally shop for cloth in Big Bazaar.
Question7:
What is the level of involvement in purchasing goods from Big Bazaar
a) high b) moderate c ) low
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This shows that this age group do not involve themselves majorly for shopping
Question8:
The offers which are promoted are really given?a) yes b) no c) cant say
Mostly people are not sure but 29% people do confirm that they really avail the offers
Question9:
Where do you shop for electronicsa) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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Good amount of people purchase it from big bazaar as Big Bazaar gives them in wholesale
rates.
Question10:
Where do you shop for furniture ?
a) Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
Mostly people purchase it from the near by market in kanpur as furniture sales are not soaggressive here.
Question11:
Where do you shop for Gold ?
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a) Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
www
According to this the sale of navaras is not boosted as people do not buy gold from BigBazaar.
Question12:
Trend of clothes available in Big Bazaar is
a) unique b) common c) easily available in market d) cant say
Most of the people say that trend of the clothes available in Big Bazaar is unique
AGE GROUP 20-24
Question1:
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Most preferred thing of Big Bazaar
b) ambience b) variety of products c) customer service d) offers
most preferred thing of bigambienc
27%
varietycustom
offer
33%
This shows that 33% of customers in Big Bazaar usually shop because of offers
Question2:
How frequently you visit Big Bazaar
b) weekly b) monthly c) quarterly d) half yearly
how frequently you visit big
39
41
515 weekly
monthly
quaterly
half year
This shows that mostly people visit the store in a month but good amount of people docome to the store weekly
Question3:
Which day of the week you usually prefer to shop
b) mon/tue/wed b)thu/fri c) sat/sun
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day of the week you usually prefer
to shopMon/Tue/wed
20%
THU/FRI
28%
SAT/sun
52%
This shows that 52% of people shop on the weekends.
Question4:
Where do you shop for apparels/clothing.b) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
shop for apparels
big bazaar48%
vishal mega
pantaloons
24%
local market
25%
This shows that 48% of people shop in Big Bazaar for apparels.
Question5:
When do you prefer to buy clothesa) occasionally b)marriage/party c) religious festival d) sale/offer
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prefer to buy clothes
occasionally51%
marriage/party
religious
festivals
sale/offer
33%
This shows that max people i.e 51% prefer to buy clothes occasionally
Question6:
Which section of Big Bazaar you like the mosta) food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
section of big bazaar you like the
mostfood
13%
cloth
22%
furniture/electr
onicstoys and gift
all of the above
53%
This shows that 53% people like each and every section in Big Bazaar.
Question7:
What is the level of involvement in purchasing goods from Big Bazaar
a) high b) moderate c ) low
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level of involvement in purchasing
goods from big bazaar
high
52%
moderate
24%
low
24%
This shows that 52 % of customers level of involvement of purchasing goods from
Big Bazaar is high.
Question8:
The offers which are promoted are really given?b) yes b) no c) cant say
are the offers really given
yes
44%
no
cant say
37%
44% of customers are satisfied as they say that the offers which are promoted inside the
store are really given.
Question9:
Where do you shop for electronics
b) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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\
where do you shop for electronicsbig bazaar
15% vishal mega
mart6%
nearby market
37%
wholesalemarket
42%
This shows that 42% of people purchase electronis from wholesale market as it is the highvalue product.
Question10:
Where do you shop for furniture ?a) Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
where do you shop for furniturebig bazaar4%
vishal megamart
4%
nearby market
23%
wholesale
market
69%
This shows that max i.e 69% 0f customers purchases the furniture from the wholesalemarket.
Question11:
Where do you shop for Gold ?a)Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
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where do you shop for goldbig bazaar0%
tanishq
22%
d dmas
7%geetanjali
6%
nearby jewelers
65%
This shows that 65% of people purchase the gold from the mear by jewelers as it is a highvalue product.
Question12:
Trend of clothes available in Big Bazaar isa)unique b) common c) easily available in market d) cant say
trends of clothes available in big
bazaar
unique
46%
common
27%
easily available
in market
13%
cant say
14%
This shows that 46% 0f people have believe that the trends of clothes available in Big
Bazaar is unique
AGE GROUP 25-29
Question1:
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Most preferred thing of Big Bazaar
c) ambience b) variety of products c) customer service d) offers
13%variety
produc
13%
customer serv
25%
offer
49%
ambience
variety of prod
customer servi
offers
This shows that offers which are promoted inside the store attrascts max no of customers.
Question2:
How frequently you visit Big Bazaar
a)weekly b) monthly c) quarterly d) half yearly
weekly
21%
monthly
14%
quaterly
57%
8%
weekly
monthlyquaterly
half yearly
This shows that people of this age group i.e 57% of people usually prefer to visit store
quaterly .
Question3:
Which day of the week you usually prefer to shop
a)mon/tue/wed b)thu/fri c) sat/sun
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9%
THU/F
26%
SAT/su
65%
Mon/Tue/wed
THU/FRI
SAT/sun
This shows that the max people usually shop on the weekends.
Question4:
Where do you shop for apparels/clothing.
a) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
big bazaar
14%
vishal mega mart
8%
pantaloons
22%
local market
56%
big bazaar
vishal mega mart
pantaloons
local market
This age groups max people people purchases their apparels from the local market
Question5:
When do you prefer to buy clothesb) occasionally b)marriage/party c) religious festival d) sale/offer
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occasionally
41%
marriage/party
6%religious
sale/offer
39%occasionally
marriage/party
religious festivals
sale/offer
This shows that 41% of people purchase clothes occasionally as compared to the other
people.
Question6:
Which section of Big Bazaar you like the mosta)food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
oo
12%cloth
7%furniture/electr
onics
7%
toys and gift
section
14%
the above
60%
food
cloth
furniture/electronics
toys and gift section
all of the above
This shows that 50% of customers like each and every section Big Bazaar.
Question7:
What is the level of involvement in purchasing goods from Big Bazaarc) high b) moderate c ) low
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6%
moderate32%
low
62%
high
moderate
low
This shows that this age group usually contribute less involvement in purchasing of goods
from Big Bazaar.
Question8:
The offers which are promoted are really given?
a)yes b) no c) cant say
yes
13
no
20
cant sa
67%
yes
no
cant say
This shows that the people are not really confirmed about it.Question9:
Where do you shop for electronicsb) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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1%
mar
5%
nearby market
64%
wholesale
market
30%big bazaar
vishal mega mart
nearby market
wholesale market
this shows that 62% of customers purchases the electronic product as it is a high value
product.
Question10:
Where do you shop for furniture ?a)Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
1%
mar
0% nearby market
22%
wholesale
market
big bazaar
vishal mega mart
nearby market
wholesale market
This shows that the max no of people i.e 77% of customers purchases furniture from thewholesale market.
Question11:
Where do you shop for Gold ?a)Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
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g azaar
6% tanishq
8%
d dmas21%
geetanjali
7%
jewelers
8%
big bazaar
tanishqd dmas
geetanjali
nearby jewelers
This shows that max customers purchases gold from near by jewelers as compared to Big
Bazaar.
Question12:
Trend of clothes available in Big Bazaar isa)unique b) common c) easily available in market d) cant say
unique
16%
common
19%
easily available
in market
nt say39% unique
common
easily available in market
cant say
AGE GROUP 30-34
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Question1:
Most preferred thing of Big Bazaar
a) ambience b) variety of products c) customer service d) offers
13%
variety of
products
20%
customer
offers
47%
ambience
variety of products
customer service
offers
47% of customers said, they prefer to shop only because of the offers
Question2:
How frequently you visit Big Bazaar
a)weekly b) monthly c) quarterly d) half yearly
\
weekl
36%
month
57 %
7%
0%
weekly
monthly
quaterly
hal f yea
This shows that people of this age group frequently visit monthly in the store.
Question3:
Which day of the week you usually prefer to shop
a) mon /tue/ wed b)thu / fri c) sat/sun
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Mon/Tue/wed
31%
THU/FRI
19%
SAT/sun
50%
Mon/Tue/wed
THU/FRI
SAT/sun
50% customers said that they shop usually on the weekends,31% visits on the weekdays
and 19% on thu/fri. This shows that Big Bazaar usually holds nice amount of crowd.
Question4:
Where do you shop for apparels/clothing.
a) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
13%v s a m
mart
6%
pantaloo
31%
local mar
50%
big bazaarvisha l mega
pantaloons
local market
50% people said that they shop for apparels from the local market,while only
13% purchases from Big Bazaar.
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Question5:
When do you prefer to buy clothesa) occasionally b)marriage/party c) religious festival d) sale/offer
occasional
55%
marriage/pa
15%
religiou
festival
15%
15%
occasionally
marriage/part
religious festiv
sale/offer
This shows that 55% of customers usually shop for clothes occasionally.
Question6:
Which section of Big Bazaar you like the most
a) food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
food
59%
cloth
0%
furniture/electr
onics
toys and gift
section
0%
ll of the above
33%
food
cloth
furniture/electronics
toys and gift section
all of the above
In this 59% of respondents like the food bazaar section the most,while 33% says all of the
above
Question7:
What is the level of involvement in purchasing goods from Big Bazaard) high b) moderate c ) low
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14%
moderate
57%
low
29%
high
moderatelow
29% of respondents involvement in shopping is low ,
while 57% have the moderate .
Question8:
The offers which are promoted are really given?
a) yes b) no c) cant say
yes
29%
no
21%
cant say
50%
yes
no
cant say
In this 50% customers said that they cant say anything about the offers,
While 29% said that they get the offers that are promoted
Question9:
Where do you shop for electronicsa) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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14%
mart
0%
nearby mar
market
29% big bazaar
visha l mega mnearby market
wholesal e ma
mostly customer said they purchases from near by , 37% from wholesale market ,while
only 14% Purchases from Big Bazaar.
Question10:
Where do you shop for furniture ?a)Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
0%
0%
nearby market
36%
wholesale
market
64%
big bazaar
vishal mega mart
nearby market
wholesale market
64% customers said they purchase from the wholesale market and 36% from near bymarket , which leads down the sale of furniture section ofBig Bazaar from this age group.
Question11:
Where do you shop for Gold ?
a) Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
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a) ambience b) variety of products c) customer service d) offers
13% variety of
products13%
customer
service
offers
49%
ambiencevariety of products
customer service
offers
Here 49% of customers said that they prefer to shop only because of offers.This shows that
the offers which are promoted plays very important role.
Question2:
How frequently you visit Big Bazaar
a)weekly b) monthly c) quarterly d) half yearly
weekl
25%
monthl
quaterl
25%
0%
weekly
monthlyquaterly
half yearl
50% customers said they prefer to shop usually once in a month , while 25%customers enjoy shopping weekly.
Question3:
Which day of the week you usually prefer to shop
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a) mon /tue/ wed b)thu / fri c) sat/sun
Mon/Tue/we
40%
THU/FRI
40%
SAT/su
20%
Mon/Tue/wed
THU/FRI
SAT/sun
20% customers said they shop on the weekends, while 40% customers preferred
to shop on the weekdays.
Question4:
Where do you shop for apparels/clothing.b) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
17%
vishal meg
mart
33%pantaloon
local mark
33% big bazaar
vishal mega ma
pantaloons
local market
33% respondents said they prefer to shop in the local market whereas only 17%
customers shoped in Big Bazaar
Question5:
When do you prefer to buy clothes
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a) occasionally b)marriage/party c) religious festival d) sale/offer
occasionally
25%
marriage/party
13%
religious
festivals
sale/offer
49%
occasionally
marriage/party
religious festivals
sale/offer
Here 49% of customers said they prefer to shop whenever the sale/offer is applied,While 25% people shop occasionally.
Question6:
Which section of Big Bazaar you like the most
a) food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
food
29%
cloth
14%
urniture/electr
onics
43%
sect on
14%
foodcloth
furniture/electronics
toys and gift section
Here customers gave their preference to furniture/electronics section ,
This shows that they maintain a good range of high value products .
Question7:
What is the level of involvement in purchasing goods from Big Bazaara) high b) moderate c ) low
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g
17%
moderate
33%
low50%
high
moderatelow
Here 50% customers said that their level of involvement is low,whereas
Only 17% of customers only involve highly.
Question8:
The offers which are promoted are really given?
a) yes b) no c) cant say
yes
29
no
14%
cant say
57%
yes
no
cant say
57% customers said that they cant say , whereas only 29%customers only said
that the offers which are promoted are really given
Question9:
Where do you shop for electronics
a) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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13% vishal meg
mart
13%
nearby mark
37%
wholesal
market
37%
big bazaar
vishal mega mar
nearby marketwholesale mark
Here 37% of customers said that they buy electronics product mostly fromThe wholesale market or nearby market, while only 13% of customers prefer
Big Bazaar.
Question10:
Where do you shop for furniture ?a)Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
10%
vishal meg
mart
20%
nearby mark
wholesal
market
30% big bazaar
vishal mega ma
nearby marketwholesale mark
Here 40% customers said that they prefer to for furniture in the nearby &Wholesale market , whereas only 10% of customers shop in Big Bazaar
Which is very low.
Question11:
Where do you shop for Gold ?b) Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
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8%
tanishq
23%
d dmas
15%
geetanjali
31%
nearby jewelers
23%
big bazaar
tanishq
d dmas
geetanjali
nearby jewelers
This shows that the customers are equally divided into the different shops
But Big Bazaar has less amount of customers in gold bazaar because customer
Still have a mind set that they get good quality of gold in outside market.
Question12:
Trend of clothes available in Big Bazaar is
a)unique b) common c) easily available in market d) cant say
yes
57%
no
29%
cant say
14%
yes
no
cant say
We get a good response from this section as the company is now more fashion
Oriented which can be seen in the survey as 57% customers say that the stuffWhich we serve in Big Bazaar is unique.
AGE GROUP>40
Question1:
Most preferred thing of Big Bazaar
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a) ambience b) variety of products c) customer service d) offers
ambience
27%
variety of products
customer service
13%
13%
ambience
variety of products
customer service
offers
This shows that 27% of customers like the ambience whereas 47% people like the variety
Of products as this age group is the main earning person of the family who usually spends.
Question2:
How frequently you visit Big Bazaar
a)weekly b) monthly c) quarterly d) half yearly
weekly
31%
monthly
quaterly
15%
8%
weekly
monthly
quaterly
half yearly
c
This shows that mostly people visit monthly to the store but a huge amount of customers
were seen who comes weekly to the store.
Question3:
Which day of the week you usually prefer to shop
a) mon /tue/ wed b)thu / fri c) sat/sun
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18%
THU/FRI
18%SAT/sun
64%
Mon/Tue/wed
THU/FRI
SAT/sun
When we asked this question to this age group people then mostly people said on the
Weekends as they usually get time in the weekends.
Question4:
Where do you shop for apparels/clothing.c) Big Bazaar b) Vishal mega mart c) Pantaloon d) Local market
7%
vishal mega mart
33%
pantaloons
local market
27% big bazaar
vishal mega mart
pantaloons
local market
Here people have given equal weightege to the different stores in comparison to Big Bazaar
which was very low.
Question5:
When do you prefer to buy clothesb) occasionally b)marriage/party c) religious festival d) sale/offer
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occasionally
33%
marriage/party
religious festivals
17%
17%
occasionally
marriage/party
religious festivals
sale/offer
Here we saw that mostly people use to buy in the marriages/party or occasionally
Question6:
Which section of Big Bazaar you like the mosta) food b) cloth c) furniture/electronics d) toys&gift section e ) all of the above
oo
17%
cloth
34%furniture/electr
toys and giftsection
ll of d above
33% food
cloth
furniture/electronics
toys and gift section
all of d above
\
Here it was seen that every section was liked by almost every people as the sections in the
Big Bazaar are designed in a way so that when customers get inside the store goes
Through every section.
Question7:
What is the level of involvement in purchasing goods from Big Bazaara) high b) moderate c ) low
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0%
moderate
67%
low
33%high
moderate
low
Here it shows that the involvement of shopping of this age group is moderate
i.e not so high not so low.
Question8:
The offers which are promoted are really given?a) yes b) no c) cant say
yes
42%
no
0%
cant say58%
yes
no
cant say
Here 58% is not sure whereas 42% of people says that they do get the offers
Which are promoted inside the store.
Question9:
Where do you shop for electronicsb) Big Bazaar b) Vishal mega mart c) Near by market d) Wholesale market
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17%vishal mega
mart
8%
nearby market
wholesale
market
42%
big bazaar
vishal mega mart
nearby market
wholesale market
Here it shows that the people of this age group generally purchases the electronics
Items from the wholesale or the near by market as it is a high value item.
Question10:
Where do you shop for furniture ?
a)Big Bazaaar b) Vishal mega mart c) Nearby market d) Wholesale market
9%vishal mega
mart
18%
nearby market
27%
wholesale
market
46%
big bazaar
vishal mega mart
nearby market
wholesale market
Here also it shows that the people of this age group generally purchases the
Furniture from the wholesale market or nearby market as it is again a high
Value product.
Question11:
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Where do you shop for Gold ?
a) Big Bazaar b) Tanishq c) Ddamas d) Geetanjali e) nearby jewelers
0% tanishq
31%
d dmas
geetanjali
46%
big bazaar
tanishq
d dmas
geetanjali
Here when we asked this age group about this then mostly people shop from
The other stores as they said that they have a trust factor on them.
Question12:
Trend of clothes available in Big Bazaar is
a)unique b) common c) easily available in market d) cant say
8%common
8%
easily available
in market
38%
cant say
46%
unique
common
easily available in market
cant say
Here mostly some people said that they are not sure , some said easily available
Whereas very few no. of people was satisfied with the trend of clothes available
In Big Bazaar.
OUTSIDE STORE SURVEY
Total areas of the which was surveyed was impossible to show here so I have taken a
collective data of outside and inside store here.
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To make the questionnaire understandable and analysis easy, slabs weregiven for each element:
Age group 40
Gender Male Female
NO. of family
members
4
Qualification High
school
Diploma or
pre-
graduate
Graduate Post
graduate or
higher
Professional
course
Occupation Student Gov.
service
Pvt.
Employee
Self-
employed
House-wife Retired
Location swaroo
p
Nagar
Kakadeo Vikas
nagar
Govind
nagar
Gumti Sarvodya
nagar
O
Type of house
hold
Own
house
Apartments Bungalow Rented
House hold
income in Rs.
(Per month)
Less
than
20000
20001-
30000
30001-
40000
40000-
50000
More than
50000
The data collected from each question through the market survey has been tabulated andanalyzed on the basis of these demographic elements predefined in the questionnaire.
However, the number of respondents from each slab of various demographic elements
is not equal and this is quite visible from the results of the study and this was due the
limitation of time.
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Age Group Wise:
Highest number of respondents who were interviewed belonged to the age group of (35-39)
yrs. This age group is mainly consisting of independent working class. This age slab is not
the only target segment but it carries the most lucrative consumer base. Next in the survey
comes the population aged (
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During the survey data is taken from both type of gender i.e. male and female out
of 595 samples there are 300 male and 295 female which is very clear from the
chart.
.
Family Size Wise Distribution:
Family size ranges from4 Out of 595 respondent size of 16 families is 4 member
into their family. So the most prominent family size is 3-4 members
Qualification Wise Distribution:
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Kanpur is a well developing city and education facilities are very good. So the people are
well educated according to their age group. Which is very clear from the data? Maximum
number of people is post graduate. Others have High school, Diploma, Graduate and
professional course. Respondent lies in to the category of graduate and post graduate
because into the sample most people lies between the age bracket of (35-39) and (20-24).
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Occupation Wise Distribution:
Since the population of the location under study (kanpur) in general is consist of working
class in which some are in government service, some in private service and some are self
employed the highest numbers of respondents are student (34%) because during data
collection response of questionnaire was coming mainly from student. Over all working
class is consist of government employee, private employee and self employee in overall it
forms 55%.Since the highest percentage of population (working class) surveyed included
private employee, government employee and self employed group. House wife also forms
11% of population.
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Area Wise Distribution:
Area under study was mainly vikas nagar, govind nagar, sarvodya nagar, gumti These are
basically catchment areas for big bazaar rave moti. Data is collected from the people of
different area and number of people from different area is same. Sample is also collected
inside the store for knowing that which area is giving maximum foot fall to the big bazaar
and this area is KAKADEO (21%) as well as other areas from where customer comes. In
others option people were from various areas (VIKAS NAGAR, GOVIND NAGAR,
SARVODYA NAGAR, GUMTI ) and even lucknow as well. It was their first visit into big
bazaar which overall forms 5% of chart under other.
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House Hold Income Wise Distribution:
To know the social and economic status (SEC distribution) of population living intocatchment, their house hold income was taken in terms of month (i.e. monthly
house hold income). As per analysis it was found that major population comes
under SEC B+ or above. These areas are govind nagar, vikas nagar and kakdaeo.
Their monthly house hold income lies between (30,000-40,000) Rs. / month and
another major portion of population come under SEC A or above. These areas are
swaroop nagar and govind nagar. Their monthly house hold income lies between
(40,000-50,00) Rs. / month which indicates high disposable income in the hands of
the target market, i.e., high purchasing power where in price is not an issue for the
customers targeted.
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Type of House Wise Distribution:
According to data analysis major population has their own house this result was
found by taking response from people of different areas. It was found that in all
areas most of the people (75%) have their own house while some people also live
into the apartment and some live in bungalow a small part of population live on rent
i.e. dont have their own house into kanpur.
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Findings:
People prefer their shopping destination on the basis of brands,
service and family preference:
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By analyze data it is finding that customers who go to shop mainly lies into the age
bracket of (20-39) and they mainly consider brands, then after consider service and
family preference equally. Fourth most important factor which they consider before
going to shop is advertisement which is very close to service and family preference
i.e. advertisement is also an important factor which they consider before going to
shop. By looking the chart it is very clear that people in the catchment areas are
brand conscious not the price conscious (9%).
Newspaper is the best medium of advertisement which helps them
most in deciding their shopping destination:
People in catchment are very educated and advertisement into the news paper helps
them a lot in deciding their shopping destination. Hoardings are also an effective
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medium of advertisement. From the above chart it is clear that friend advice (12%)
is also helpful in deciding where to shop which is a medium of advertisement i.e.
word of mouth and from this chart it is clear that word of mouth (25%) is another
effective medium of advertisement after newspaper and hoarding which helps to
customer in deciding where to shop
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Shopping malls and neighborhood markets are the favorite
shopping destinations of the population targeted:
Maximum number of the target surveyed preferred to shop in shopping malls and
neighborhood markets. As per the above analysis people are mainly brand
conscious not the price conscious and shopping malls are the suitable place for such
kind of customer. The residential of catchment preferred shopping at rave moti
mall, rave 3 and south x mall. People also prefer to shop in their neighborhood
market and multi brand outlet.
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Largest percentage of sample surveyed is satisfied with their
shopping destinations because they provided wide availability of
brand and good service :
Almost respondents seemed to be satisfied with their current shopping destinations.
The reasons that emerged out after the analysis that customer in catchment area
consider the factor like brand and service in deciding their shopping destination and
for maximum people shopping malls are their first preference for shopping.
Shopping malls are best place on the basis of these two factors. Shopping malls are
best place which give satisfaction to customer. Price though does not pinch the
customers if the other mentioned factors are dealt closely however; it still plays an
important role in shopping and this issue has to be addressed carefully because
other competitors and neighborhood market also try to provide the products at
same or lower prices to sweep away the customers.
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People generally go for shopping on weekends:
People in catchment generally go for shopping. Along with shopping they also
prefer multiplex as well as eating out and all these activity people get under one
roof in shopping mall. So it is good thing for shopping mall. Preference of shopping
and eating is good for big bazaar because rave moti has food court inside the mall
also so it is an advantage for big bazaar. On combining the activity like multiplex,
eating out and shopping covers 69% of pie chart which means Shopping mall is the
most favorite destination on the weekends.
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Family shops together:
66% respondent prefers to shop with their
family. Mainly female and male of age more than
25 yrs. prefer to shop with their family while
male below 25 yrs. Prefer to shop with their
friends which means customer comes in group
means there is huge chance for store to sell more
items at a time. So store should utilize this
opportunity. This would ultimately increase the ticket size of the buyers in
the store when they shop with family members. The next highest percentage of
people surveyed were youth and preferred to shop with friends which means that
one customer would bring in more new prospects. The referrals would increase if
stress is put on customer satisfaction and making the store loyal.
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Average time spent while shopping is 1hr. to 2hr.
45% of respondent spent 1hr. to 2hr. on an average while shopping and 39% people
spent more than two hour while shopping. As people majorly shop with their family
which is one of the main reason for spending time more than 1hr. in shopping.
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Average money spend is Rs. 1000-3000
88% people spend 1000-3000 Rs. on shopping as most of the customer prefers to
shop with family due to which bill value increases as they do bulk shopping. It is
good opportunity for the store. Another range is 3000-5000Rs. in these only 9%
customers come. In this range mainly those family comes which family size is (3-4)
or more than four. Those customers who prefer to shop with there friend they
mainly lies into the range of (
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Cash is the most popular mode of payment:
63 % of the population preferred cash to be the mode of payment. However, 37 %
of the sample preferred cash and credit card both to be the mode of payment. Thus,
it is evident that more than 50 % of the population transacts by cash. There is a
wide scope of promoting impulsive products and be used for transaction purpose
which would act as a mutual benefit for customers and store; providing discounts to
the customers and increasing loyal customer base for the store.
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People visit rave@moti mall mainly due to big bazaar:
29% people come to rave moti mall because of big bazaar. 18% of target customer
come to rave mall due to food court their eating habit is an advantage for big bazaar
because they have a food section also that is tiwari sweets,ice cream corner. So it is
a competitive advantage for big bazaar over other. 19% people come to rave mall
due to multiplex and 19% people come to rave mall for window shopping and 15%
due to individual store. So over all big bazaar is first preference of people for
coming rave moti mall.
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Frequency of visiting big bazaar is less than one month:
65% of target customers give their visit to the store with in month which means
store gets good footfall of there target customer most of the time. 34% people of
target customer give their visit to the store once in three month store should covert
their frequency from once in three month to less than one month. Monthly visit to
big bazaar for shopping covers broadly all family members who indicate that of all
age groups and genders will be profitable for the store as it would be easy for the
customer to purchase merchandise for any family member, thereby increasing the
ticket size and adding to stores revenue.
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Most preferred thing of big bazaar is its customer service:
38% of target customer comes to big bazaar because of its customer service which
gives them satisfaction. For providing best service big bazaar has customer service
desk and availability of drinking water inside the store.. 33% people prefer big
bazaar because of its ambience these people lies between age ranges of 20 yrs. To
25 yrs. They are getting attract mainly because of attractive ambience of the store.
In cosmetic section there is good fragrance which creates pleasant atmosphere.29%
people come to big bazaar due to variety of merchandise.
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SWAROOP NAGARgives highest percentage of sale to the store:After the mathematical calculation of the data it is clear that maximum revenue is
coming from swaroop nagar(76%). It is mainly because big bazaar is situated into
rave moti mall which is situated just 2 km from swaroop nagar. Their frequency of
visiting the store is less than one month and mainly they come with family. Over all
due to these factors big bazaar gets maximum revenue from swaroop nagar. After
swaroopnagar kakadeo and govind nagar is the next areas which give good
percentage sale to the store. While 53% sale comes from other areas which include
vikas nagar, sarvodya nagar, gumti, etc. and from places near to kanpur-lucknow
also.
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RECOMENDATION
Open at least two extra billing counters every day to handle customers if the store get crowded
Customised billing (Having name & contact number on the bill) makes consumer feels special
as well as maintaining database. We can even start customer loyalty programs.
Sending E-Mail to customers about the new offers and on going schemes running in the store
in the form of E-Mail Pamphlet.
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Some seating arrangements for old people within the store.
Poly bags should not be sealed, as the customer cannot re-use it and also, it may also prove to
be a constant reminder in the mind of the customers. Poly bags are the best way of free promotion
of the store.
Order on phone and free home delivery should be started.
Sometimes offers are vague and difficult to understand.
Quality of vegetables should be improved as it is a very common complaint of the consumers.
Security staff lacks training & behavioral skills.
We do not have dustbins on the floor.
We need more space for electronic section as electronics have a good range and we are unable
to keep it. Electronic section is a hot spot and may generate better revenue.
Sales staff should be well trained
We find so many complaints like-Offers are given on the newspaper but the product was not
available at the store.
Ambience and merchandise on the floor must be change on regular basis
For positive word of mouth store must be always high on customer service
Learnings beside Project Work during the Training
Selling skills.
Queue management.
Crowd management during big days.
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Cashiering.
Analysis of consumer behavior through catchment analysis for the store.
Inviting corporate to our store in big days.
Execution of orders from corporate clients for diwali gifting. Customer purchasing pattern in food bazaar.
Working on SAP.
Understanding the SOP.
Knowledge of different line of business.
Disaster management.
Safety and security issues.
Visual merchandising
Basic store activities like grooming, instore training, opening and closing down
activities, space selling and morning briefing by SM and DMs.
Stock related issued like stock inwarding, outwarding , stock take handling damages
and vendor scheduling
Various tasks at CSD like customer problem handling related to exchange, alterations
and bill related issues.
MILESTONE DURING MY PROJECT
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Above mentioned are the deals which I cracked
OCompany Name Contact Person Product
Quantity
MRPFinalPrice
offered
Kays jewels Mr. ravi kapoor Avon stlrolleys 100 499 460
R C Hospital Mr. babli multi prod