A Study of

Organizational Behavior
Undertaken at

Guided By: Mr. Rahul Vats. (Faculty- IBS)

Submitted By: Pratik Asnani. (Roll No: 59) Pratik Kotak. (Roll No: 19) Aditya Trivedi (Roll No: 45) Kathit Shah (Roll No: 60 ) Hardiksinh Chavda. (Roll No: 48) Joytsana Chaudhry (Roll No: 52)

Company Profile: Big Bazaar is a chain of department stores in India, currently with 75 outlets. It is owned by the Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and has considerable success in many Indian cities and small towns. The idea was pioneered by entrepreneur Kishore Biyani, the CEO of Future Group. Currently Big Bazaar stores are located only in India. It is the biggest and the fastest growing chain of department store and aims at being 350 stores by the end of year 2010. Food Bazaar Many Big Bazaar stores have a grocery department and vegetable section called the Food Bazaar. Big Bazaar stores in Metros have a gaming area and kids play area for entertainment. Objective: Our aim was to analyze the organizational behavior through out the outlet we visited. Executive Summary: The project was undertaken by five group members. The operating areas were investigated with the set of three questionnaire sets gathering views of certain stakeholders as customers, employees and top management. The questionnaire form & responses obtained during the survey are also attached .The analysis proved efficient functioning of the organization & addressing key issues as retaining employees. The satisfied internal customers (employees) serving the customers are 77.4%. The outlet has maintained satisfaction level of customers visiting once a month for shopping at 91.80%. Analysis of Organizational Behaviour within BIG BAZAAR: y As reported the organization structure at Big Bazaar is tuned to the day scenario where flat organization is preferred over hierarchical system of management. The organization follows decentralized system in the HR department while Centralized system in the Supply chain department which gives human touch and consolidated information for the 120 line employees. The span of control delegated to the ASM (Operations) responsible for profit management of the concern is above 25 people and the reporting structure is through e-mail which is the most efficient, accountable & accurate means of reporting. Moreover employees are rewarded on achieving targets.

In addition, the HR department follows a decentralized system giving employee responsibility, accountability & empowerment. The span of control designated to HR Executive & Department Manager (Apparels) is 10-20 people and the reporting structure is efficient with submitting daily reports. The management is remarkable in maintaining & retaining its workforce through Counseling & Motivation. The best part is that it gives due recognition & compensation for low absenteeism rate. However, as many employees want some additional training programs to be conducted & aid in the education this would be highly appreciated.

Analysis of Employees Feedback: Out of 60 employees we took 20 as our sample size which included 4 team leaders, 9 team members, 2 promoters, 1 head cashier, 2 from security department and 2 from pharmacy department. Overall, 80% of employees who participated in our survey were satisfied and were enjoying their job @ Big Bazaar. Analysis of Customers Feedback: The below analysis proves that the outlet has been successful in attracting a large customer database & satisfactory level is more than 70%. Also 55% customers visit the store twice a month. However, the scope of improvement lies in CRM & addressing billing issues that forms the crucial part of purchase. Also as demanded the store must add some brands like Nike, Adidas, Reebok due to which customers have to visit these stores.

Acknowledgement: We really appreciate the quality time given to us by Ms. Kamna Mehta and Mr. Arjun Kumar. We are really obliged and grateful for the immense support and patience. Thanks to all those who have directly or indirectly contributed in making of this report.

Questions of Questionnaire for Employees and its analysis What motivates you most on the job? About 38% employees are motivated by their designation, 52% by salary and 10% by incentives. There were also some employees who were motivated by extra leave, their job, work knowledge, growth in organization.

10% 38% designation salary incentives 52%

What kind of training are you given? 48% employees are trained in customer handling, 28% in billing and rest 24%in system-stocks handling. Some employees were given SOP (standard operating process), FCRM, product training, self-improvement training, and disaster management training.

24% 48% customer handling billing stock handling 28%

Do you find training appropriate to the organizations requirements? 85% finds training absolutely appropriate to the organizations requirements. While some employees think that training should be given as per the section requirement. Some employees asked for more system training. Also some employees were as such who were already trained.

15% training approprite not appropriate 85%

On what basis do you want promotion? About 33% employees wanted promotion on the basis of their qualification, 45% on their experience, and rest on the basis of their suggestions.

22%

33% qualification experience suggestion 45%

Analysis of Employees Feedback: Out of 20 employees, only 2 were very satisfied with the type of fringe benefits provided to them. 11 were satisfied and 7 employees were not satisfied.

35%

satisfied very satisfied 55% 10% not satisfied

What are the improvements/additions you want in your job profile? 10 employees feel that they should be provided the benefit of job rotation to enhance their job profile, 6 employees want fringe benefits and only 4 employees want to be given more training to improve their job profile.

20% job rotation 50% 30% fringe benefits training

What are the recreational and entertainment facilities you look forward to? Out of total employees surveyed, 9 employees want to have picnic. 8 employees want to have parties at Big Bazaar, 4 want festive celebrations and 2 employees want to have movie tickets.

17% 39%

picnic movie tickets parties

35%

9%

festive celebrations

What is the team building exercises organized in the organization? Out of 20 employees, 14 employees said that games are organized for team building, 4 said that discussions are held and only 2 employees said that job shuffling is done.

20% games 10% 70% job shuf fling discussion

How satisfied are you with your job?

5% 15% satisfied w ith job very satisf ied not satisf ied 80%

Out of 20 employees, 16 employees are satisfied with their job. 3 employees are very satisfied with their job where as only 1 employee was not satisfied with his job.

Questions of Questionnaire for Customers and its analysis

What excites you most for shopping at Big Bazaar? The analysis of feedback of 60 customers revealed that those who appreciate promotional offers (e.g. Buy three gets one free) are 37% & people who appreciate discount offers are 45% & those who opt for both are 20%.
11 22 Promotion Both 27 Discount

What do you usually buy from Big Bazaar? Their purchase consists of FMCG 80%, Utensils 12% & apparels 18%.

11 7 FMCG Utensils Apparels 48

How often do you come at Big Bazaar? The frequency of visits is twice a month at 55%, 15% once a month, for within a week & above one month.

9 Within a week

Fortnight Within 1 month Above 1 month 33

How is your shopping experience at Big Bazaar? The satisfied customers are 73.3%, very satisfied are 18.3% & about 8.3% are unsatisfied.

5 11 Satisfied Very Satisfied Not Satisfied 44

Do you want some additional brands at Big Bazaar? 27 customers want additional brands at store while 33 do not.

45%

Yes

55%

No

The customer demand additional Brands like: Nike, Reebok, Adidas, Van Huesen etc.

Are you satisfied with the quality of the shopping bag given by Big Bazaar? However, 18% are not satisfied with the quality of the shopping bag 76.66 % is satisfied & 5% did not answer.

11 Yes No Not Answered

46

Why do you visit the store? About 66% customers visit the store due to availability of all products, 28% due to low price and 23% due to accessibility.

14

Reachable Low Price

40

17

Availability of all products

Have you ever faced any problem at Big Bazaar? Experience of customers at Big Bazaar was good as 61% did not face any problem, 39% people faced problems out of which 26% were due to billing reasons. Other problems included heavy rush at time of huge discounts offered, sales personnels lack of information & not responding to them, products out of stock.

23 37

Faced problem Billing problem No problem faced

16

When questioned about improvements at Big Bazaar they said sale to be not limited for particular days, also during rush hours provision of more bill counters must be there as waiting in long cues forces them to leave certain products thereby loss of sale to Big Bazaar.