A Report on Organizational Study carried out at Big Bazaar, Bangalore.

Is se sasta aur accha kahin nahi !

By:- Sumanto Sharan RIMS, Bangalore

Welcome to
Is se sasta aur accha kahin nahi !
By:- Sumanto Sharan MBAAB9040
Ramaih institute of Management Studies,

Type Founded Headquarters Industry Products store Promoter Parent Ltd. Punch line kahin nahi !

: : : : : : : :

Hypermarket 2001 Jogeshwari, Mumbai Retail Department, Grocery Kishore Biyani Pantaloon Retail India Is se sasta aur accha

Big Bazaar is a chain of department stores in India currently with 120 outlets. It is owned by Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and has been successful in many Indian cities and small towns. The idea was pioneered by entrepreneur Mr. Kishore Biyani, the CEO of Future Group. Currently Big Bazaar stores are located only in India. It is the fastest growing chain of department stores and aims at having 350 stores by 2010.Big Bazaar is the destination where you get products available at prices lower than the MRP, setting a new level of standard in price, convenience and quality.

Big Bazaar is not just another hypermarket. It caters to every need of your family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian customers. At Big Bazaar, you will definitely get the best products at the best prices - thats what we guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping expereince.

Vision
To Deliver Everything, Everywhere, Every time, to Every Indian Customer in the most profitable manner. One of the core values at Future Group is, India ness and its corporate credo is Rewrite rules, Retain values.

Mission
We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segments

Indianness : confidence in ourselves.

Core Values

Leadership: to be a leader, both in thought and business. Respect & Humility: to respect every individual and be humble in our conduct. Introspection: leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity & Positivity: Simplicity and Positivity in our thought, business and work. Adaptability: to be flexible and adaptable, to meet new challenges. Flow: to respect and understand the universal laws of nature.

Awards and Recognition

Most Admired Retailer of the year: Hypermarket - Big Bazaar-2009 Indian Retail Forum Awards 2008 The INDIASTAR Award 2008 Retail Asia Pacific 500 Top Awards 2008 Coca-Cola Golden Spoon Awards 2008 The Reid & Taylor Awards For Retail Excellence 2008 Platinum Trusted Brand Award Images Retail Award 2005,06

Man Behind Big Bazaar

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and Group Chief Executive Officer of Future Group.
He was born in August 1961. Kishore founded Pantaloons in 1997 onsiders Indianness as the core value driving the group

Mr. Kishore has won following awards and honors:

2006 Ernst & Young Entrepreneur of the

Kishore Biyani

Year award. 2006 Lakshmipat Singhania - IIM Lucknow

Board Of Directors

India Large Consumption Cosmos

With over 28 states, 18 major languages, 8 major religions, 4000 different castes and communities celebrating 72 festivals, India is the most diverse country. India at present is a US$ 350 billion consumption market India is set to become a US$ 450 billion market by 2015 Current share of organized retail is estimated to be 45% i.e US$18-20 billion market. It is expected to expand to 14-18% by 2015 i.e US$ 75 billion India is at the brink of a Creative Economy driven by speed and imagination India Opportunity continues to be a very attractive proposition

7 Ps Of

7P Analysis of
7P Marketing Mix is more useful for services industries and knowledge intensive industries. Successful marketing depends on number of key issues. The seven keys issues are explained as: -

Product
Big Bazaar offers a wide range of products which range from apparels, food, farm products, furniture, child care, toys, etc. Products of all the major brands are available at Big Bazaar. Also, there are many in house brands promoted by Big Bazaar. Big Bazaar sold over 300,000 pairs of jeans, 50,000 DVD-players and 25,000 microwave-ovens. In all, the fashion, electronics and travel segments made up about 70% of sales. Last year, these categories made up only about 60%.

Product Mix

Shampoo Detergent Soap Liquid Wash Creams Deodrant Home cleaners Utensils Crokery Bundles

Soft drink Packaged juice Milk Items Frozen foods Ice creams

Product Mix Cont

Living Room Bed Room Kitchen Dinning Rooms Kids Room Been Bags Paintings Decorative Items

Price
The tag-line is Is se sasta aur accha aur kahin nahi. They work on the model of economics of scale. There pricing objective is to get Maximum Market Share. The various techniques used at Big Bazaar are: Value Pricing (EDLP - Every Day Low Pricing): Big Bazaar promises consumers the lowest available price without coupon clipping, waiting for discount promotions, or comparison shopping. Promotional Pricing: Big Bazaar offers financing at low interest rate. The concept of psychological discounting (Rs. 99, Rs. 49, etc.) is used as promotional tool. Big Bazaar also caters on Special Event Pricing (Close to Diwali and Durga Pooja). Differentiated Pricing: Time pricing, i.e., difference in rate based on peak and non-peak hours or days of shopping is also a pricing technique used in Indian retail, which is aggressively used by Big Bazaar.

Bundling: Selling combo-packs and offering discount to customers. The combo-packs add
value to customer.

Psychological Pricing

Value & Time Pricing

Place
Big Bazaar stores are located in 50 cities with 116 outlets. Big Bazaar has presence
in almost all the major Indian cities. They are aggressive on their expansion plans.

INDIAN

Number of outlets 116. Located in main city tier I& tier city II. Area 10,000 sq ft 1,20,000 sq ft. High street area of city. Approachable destinations.

Promotion

Big Bazaar started many new and innovative cross-sell and up-sell strategies in Indian retail market. The various promotion techniques used at Big Bazaar include saal ke sabse saste teen din, Future Card (the card offers 3% discount), Shakti Card, Wednesday bazaar.etc,. Brand Endorsement by M. S. Dhoni, Exchange Offer - Junk Swap Offer, Point-ofPurchase Promotions. Advertising has played a crucial role in building of the brand. Big Bazaar advertisements are seen in print media, TV, Radio (FM) and road-side bill-boards.

Promotion

PROMOTIONAL OFFERS

PROMOTIONAL OFFERS

PROMOTIONAL

People
They are one of the key assets for any organization. The salient features of staff of Big Bazaar are: retail.

Well-trained staff, the staff employed by Big-Bazaar are well-suited for modern Well-dressed staff improves the overall appearance of store. Employees are motivated to think out-of-the-box. Retail sector is in growth
stage, so staff is empowered to take innovative steps.

Employs close to 10,000 people and recruits nearly 500 people every month. Use of technology like scenario planning for decision making. Multiple counters for payment, staff at store to keep baggage and security
guards at every gate, makes for a customer-friendly atmosphere.

People

Well trained staff; Appearance; Empowered individual; Encouraged to think out of box Example- Ved Prakash Araya (Chief Operating) officer, Sanjib Agrawal(Head Marketing)

Process
The goods dispatch and purchasing area has certain salient features which include: -

Multiple counters with trolleys to carry the items purchased. Proper display / posters of the place like (DAL, SOAP, etc.). Home delivery counters also started at many places.

Physical Evidence
It deals with the final deliverable or the display of written facts. This includes the current system and available facilities.

Positioning
High Servic e

Low price

High price

Low Servic e

Big Bazaar At BCG Matrix

M A R K E T I N G G R O W T H H I G H

L O W

HIGH

MARKET SHARE

LO W

Life cycle of Big Bazaar

S A L E S

Future Strategy of

Big Bazaar Supercent eres (>75,000 sq ft)

Functional Departments of Human Resource Dept. Finance Dept. Marketing Dept. Logistics Dept. Sales Dept. Customers Service Dept. Administration Dept.

Human Resource

Selects & recruits employees through various sources such as consultancy services, walk-ins, Referrals, Campus recruitment . Trains & develops employees through its own specialized training centre known as Gurukul. Motivates all employees to perform to their best through various monetary and non-monetary rewards. Employees are retained by keeping them happy and satisfied through various schemes of the Company. Regular and periodic performance appraisal of all the

WHAT IS HUMAN RESOURCE MANAGEMENT?

The effective use of people to achieve both organizational and individual goals. It is actually effective recruitment, selection, development, compensation, and utilization of human resources by organizations.

Before few years

HR manager was only black box. Their role was more closely aligned with personnel and administration functions. Potent Recruiting Hiring Training Organization Development Communication

New H R Role

Coaching Policy Recommendation Salary and Benefits Team Building Employee Relations Leadership

Key functions
Human resource management serves these key functions: Recruitment & Selection Training and Development (People or Organization) Performance Evaluation and Management Promotions Redundancy Industrial and Employee Relations Record keeping of all personal data. Compensation, pensions, bonuses etc in liaison with Payroll Confidential advice to internal 'customers' in relation to problems at work Career development

Big Bazaar People Management System

Big Bazaar People management system is built on 5 pillars of people based growth: Culture Building Performance Management through Balanced Score Card People Processes Management Processes Leadership Excellence

HUMAN RESOURCE DEPARTMENT OF BIG BAZAAR

The HR department of Big Bazaar is very dynamic. Employees are the biggest strength and asset of any organization and the HR dept realises this very well. This is very evident from the way the HR department handles all its employees. They take utmost care to select, train, motivate and retain all the employees. programmes for all They have continuous developmental the employees. Currently Big Bazaar Hebbal (Bangalore) is employing 150 full time and 60 part time employees. There are two shifts for the employees. The first shift employees arrive at 10AM in the morning and leave at 7.30 in the evening, while the second shift employees report at 12.30 in the afternoon and leave at the time of Store closing (10pm). For any HR activity one of the major activity is recruitment of the employee. The following are the main sources through which Big Bazaar recruit it employees.

a) Consultancy Services: For top level management, employees are recruited through private consultants. They are usually appointed as Departmental Managers. b) Walk-ins: This is the main source through which Big Bazaar recruits its employees. People seeking job usually themselves approach the HR department for job vacancy. Employees usually selected from this source are appointed at the entry level as team members. c) Employee Referrals: This is the other main source through which employees are selected. Candidates who have given their previous employer as referrals are first interviewed and from their previous employer, opinion is taken about their behavior and performance in the job. If they receive a positive opinion from their previous employer they are selected. d) Campus Recruitment: Young people bring new ideas and fresh enthusiasm. Therefore Big Bazaar visits some of the reputed educational institutions to hire some of the most talented and promising students as its employees. Selection Procedure The

i) Interview: For entry level jobs, the candidates are interviewed by a HR person. They are asked a few basis questions about their education, previous work experience if any, languages known etc. This is done to evaluate the candidates ability to communicate freely and also other skills. ii) Psychometric Tests: For higher and top level jobs, candidates are asked to answer a few questions which basically test their sharpness, analytical ability, ability to handle stress, presence of mind etc. This is done as Managers are required to work under stress all the time and still maintain a cool head to make some vital decisions. iii) Group Discussion: In campus recruitment students are involved in a Group Discussion, where they will be given a topic on which the group has to deliberate, discuss and arrive at a solution or a decision which is accepted by the whole group. Along with the G D they are also given a written aptitude test. Finally a formal interview will be conducted to assess the overall skills of the student.

Induction
New employees selected will be given a 13 day induction and training program. They will be given information about the companys business, different departments etc. They will be informed of their roles, duties and responsibilities. They will also be informed about the HR policies and rules of the company. The new employees will be on probation for a period months. After this period the HR period along with department manager will review the performance of employee. If the employees performance is good encouraging, the employees services will be confirmed. of 6 the the and

Compensation & Rewards

The employees are rewarded suitably with attractive pay packages. The salary of an employee includes basic pay. HRA, special allowance, PF,ESI, Mediclaim etc. Annual bonus will be given at the time of Diwali. The employees and their dependents are also entitled for medical treatment in recognized hospitals with cashless hospitalization with whom the company has tie-ups. If a hospital is not recognized, the amount spent by the employee will be reimbursed. Along with these all the employees are given a card known as Employee Discount card (EDC) through which they can buy any product at Big Bazaar at a special discount of 20-30 %.

Leaves and other rules

An employee during his probationary period is entitled for 7 days of leave. A confirmed employee is entitled for 30 days of leave in a year. There is only one type of leave the employees can take which is known as All Purpose Leave (APL). All the employees will be given identity cards which they have to wear and also swipe while at the time of entering and leaving the Store.

Performance Appraisal
The HR department conducts performance appraisal of all the employees annually in the month of April. Based on their performance increments will be given in their pay. In addition to this if an employee achieves or exceeds the target given to along with their team members will be provided with attractive cash and other incentives

Training & Development

Future group has its own training division for all its employees, known as Future Learning & Development Limited (FLDL). All the employees are given training for 20 days in a year spread over different periods. Gurukul which is a part of FLDL gives training to all the employees on various skills like team work, dedication discipline improving customer service etc to make them more knowledgeable and productive

Retention Strategy

We strive to foster a feeling of well-being in our employees through care and respect, we have several structured processes including employee mentoring and grievance management programmes which are intended to facilitate a friendly and cohesive organisation culture. Off-site activities are encouraged improve inter-personal relationship. We also acknowledge the efforts exerted by our employees by organisation an annual celebration called Pantaloon Day where we recognize employees who have shown exceptional talent, sincerity and dedication. We have implemented an employee suggesstion programme called Prerna where in the employee can give their suggestions. Every quarter the best suggestion received per zone per format is awarded prize called Golden Cap.

Internal controls and Risk Management

The company uses the services of Ernst & Young for process audit and risk management and the scope of their work covers all the companys formats i.e. Pantaloons, Big Bazaar, Food Bazaar and Factory Outlet. The objectives are to: Gain an understanding of the various Business Processes Identify the strengths and weaknesses in the existing systems and procedures. Review use of technology in the function Identify key business process risks and review the adequacy of the controls and mitigate them. Test the effectiveness of controls the most significant risks and provide recommendations to improve controls. Identify potential areas for improving process efficiency Broadly develop on improvement portfolio and raise the level of awareness of how business is impacted by inadequately controlled risks inherent in the business process. Internal audit of our each store is also undertaken by an independent audit firm on monthly/quarterly basis.

WHAT MOTIVATES EMPLOYEES?

The main issue that every manager talks about relating to his employee is, that he might have better-motivated employee. In Big Bazaar the scenario is different. Here employees are motivated through various ways and some of the ways are discussed below. Feeling in on things. Good wages. Good working conditions Job security Full appreciation of work that is done Tactful disciplining Employer loyalty to employees Interesting work Promotion and growth in the organization

Rank
Feeling in on things 8 Good wages 1 Good working conditions 4 Job security 2 Full appreciation of work that is done 5 Tactful disciplining 9 Employer loyalty to employees 7 Interesting work

At Pantaloon Retail, Empowerment is what you acquire and Freedom at Work is what you get. We believe our most valuable assets are our People. Young in spirit, adventurous in action, with an average age of 27 years, our skilled & qualified professionals work in an environment where change is the only constant. Powered by the desire to create path-breaking practices and held together by values, work in this people intensive industry is driven by softer issues. In our world, making a difference to Customers lives is a Passion and performance is the key that makes it possible. Out of the Box thinking has become a way of life at Pantaloon Retail and living with the change, a habit. Leadership is a value that is followed by one and all at Pantaloon Retail. Leadership is the quality that motivates us to never stop learning, stretching to reach the next challenge, knowing that we will be rewarded along the way. In the quest of creating an Indian model of retailing, Pantaloon Retail has taken initiatives to launch many retail formats that have come to serve as a benchmark in the industry. Believing in leadership has given us the optimism to change and be successful at it. We do not predict the future, but create it. At Pantaloon Retail you will get an opportunity to handle multiple responsibilities, and therein, the grooming to play a larger role in the future. Work is a unique mix of preserving our core Indian values and yet providing customers with a service, on par with international standards . At Pantaloon you will work with some of the brightest people from different spheres of industry. We believe its a place where you can live your

Measurement of Customer Satisfaction

We have devised a model called CEM- Customer Experience Management Model to measure customer satisfaction in our stores. The Customer Experience Management Model focuses on the customers experience at every touch point in the store ranging from their first impression of the store, to their experience at the trial rooms, toilets, with our staff through various processes such as billing and exchanges. We have hired a research agency called MACRO Market Analysis and Consumer Research Organization. This agency sends people who are called Mystery Shoppers to visit the stores and then their experience is documented on a feedback form, which is then sent to us. Based on the feedback formed analysis is done and the stores are given scores. This allows us to track performance on customer expectation at overall, format and store levels, determine critical improvement areas are all levels and also identify opportunities that we can leverage upon. Besides, we have also started an in-house initiative called Pragati whereby one person from the head office operations team visits the stores and observes the stores with respect to certain pre-parameters like store exteriors, baggage window, customer service, store ambience etc. This activity is done on a quarterly basis and three best stores under each format are announced. This encourages the stores to improve the

Finance Department

Prepares the budget for expenditure at all levels. Decides and gives the sales targets for all the departments periodically. Maintains the books of accounts Collects & deposits the cash received daily through sales in the Companys bank account

Finance is the life blood of any business. The South Zone Head office located at Jayanagar, performs most of the financial functions and therefore the Finance department of Big Bazaar, Hebbal performs a few basic functions, such as preparing the Stores Income and Expenditure Statement giving full particulars of all items. It also prepares the budget for expenditure at various levels on different items. This department is also responsible for deciding and giving the weekly, monthly and yearly sales targets and the margins for all the departments separately. The Finance department is also responsible for collecting and depositing the cash received in the companys bank account daily. Review of Performance: The company crossed $1 billion turnover mark during the year under review, having recorded a robust growth in both the topline as well as in bottom line.

Profit & Loss Summary..

Balance Sheet Summary

Cash Flow Summary .......

Subsidiaries Performance FY09

Marketing Department

Designs creative and attractive advertisements through which the companys products can be promoted to the customers. Decides the different marketing channels to be used to increase the sales. Creates a very pleasant and feel good environment in the Store to attract more customers. Also responsible for the arrangement of products in

Marketing concept is a customer orientation backed by integrated marketing aimed at generating customer satisfaction as the key to satisfying organizational goals. For a firm in order to implement the marketing concept it has to focus its attention on the consumer, ascertain his/her needs, discuss and wants before Every Brand appeals to individual customers in different ways. Good customer service is the life blood of any business. Good customer service is all about attending to existing and potential customers. concept relationship marketing. Traditionally, marketers have located their target market segments, presented their offer, and made the sales. It's always been a single step process. Relationship marketing looks at customers and clients over a longer term. It takes into account the lifetime value of a customer. Many experts think it costs anywhere from six to ten times as much, to find a new customer, than to sell to an existing one. With those financial realities in mind, the approach makes some sense, and some real dollars. Relationship marketing is based on the idea that people prefer to do business with people who they know and like. After all, it's

It's said that people need to hear an offer at least seven times before they buy. That concept certainly works against the single step marketing method. The Marketing department is responsible for marketing of Big Bazaars products through different media like TV, radio, newspapers, banners, placards etc. The marketing department has to decide and identify the most effective medium to attract the customers to Big Bazaar thereby increasing the sales. The department has to design creative and attractive advertisements through which the companys products can be promoted to the customers. The company has to visit different companies and has to enter in tie-ups for all its advertisement campaign. The marketing department also consists of another separate department which is known as Visual Merchandising. Visual merchandising is an art by which a retailer makes the store talk to its customers. The colours, signage, lights, look and feel, everything is taken into account. It is very important to figure out what is the story, the picture, the idea that is being sold to the customers.

Another concept that was incorporated in Big Bazaar from the beginning was that of Category management as opposed to the brand merchandising practice that is followed by many retailers. Category management is based on the belief that a customer walks into a store looking for party shirt or a formal trouser, rather than a particular brand. Therefore the store is designed according to the categories like mens formal wear, womens western wear or a casual wear, etc. Within the organisation too, teams were divided according to the categories that they managed, rather than the brands. Big Bazaar wanted to have a complete bouquet of products in each category at different price-points, design, fabric, size and colour. The objective was to create traffic drivers within the Store rather than make brands compete with each other. Focussing on categories also helped to achieve a level of perfection within the specific segments. This department is responsible for the attractive product arrangement in the Store with respect to their nature. The basic function of this department is it divides the Store into some departments based on the nature of the product and also within the

Customers enjoying their shopping experience

Logistic Department

Is responsible for procuring the stock of all the products of the different departments. Receives the goods from the warehouse located at Hosakate and then verifies whether it adheres to the particulars given in the Goods received statement. Despatches the goods to the respective department after recording it in the Goods inward register If there is a damage in the goods or if the goods do not match the details given in the Goods Received Statement, it enters

Supply Chain Management An indent will be kept by the front end team of a particular department to category team of central office.

The category team will raise a STOCK TRANSFER OUT(STO) and send it to the DELIVARY CENTRE(DC) or WAREHOUSE. The DC will generate stock picks and starts picking. DC will generate STOCK TRANSFER NOTE(STN) and Gate pass. DC will transfer the stock to stores.

LOGISTICS Logistics is a part of supply chain management which deals with the In warding and out warding of goods as well as non salable items.

RECEPTION OF GOODS FROM DC:

As soon as we receive the goods we check for seal condition and number as mentioned in the gate pass, delivery note. Then the security in the logistics department will randomly check the number of cartons. Then we will inform the particular department regarding the reception of goods. we will check the items in front of that particular departments team member in stock transfer number wise. With the help of department member we will find out any discrepancy(shortage/damage/expiry) and inform it to supply site. There will be a inward register in which we enter all the details of in warding ,the entry will also be done in the system.

ception of goods from the Vendor

If the goods are from vendor we will check for

TAX INVOICE and PURCHASE ORDER.

Here the vendor himself has to go to the respective department and has to take permission for the submission of goods in logistics. After that we will prepare (GRN) Goods Receive Note of three copies. i.e. for logistics, for respective department and for D.C or vendor. Finally it is the duty of the department to Collect their respective goods from logistics.

All the above process is for inwarding. There are some few cases below in which out warding is done.
Home delivery Store to store transfer. Damage or expiry stocks return to warehouse or vendor. Return of non saleable items.

REGISTERS MAINTAINED BY LOGISTICS IN BIG BAZAAR

Food bazaar out ward Big bazaar outward Vendor schedule register Bar code register Free gift register. Scrap register. Big bazaar vendor security inward register. Big bazaar ware house security inward register

Some interesting Facts

PRODUCT Revelon Eye liner Lee cooper Lee cooper Soap Box Bucket COST PRICE 206 937 812 2.30 28 SELLING PRICE 380 2285 1985 9.50 72

Sales Department
This department is responsible for the collection of sales amount i.e., cash sales. There are in all 25 cash counters in the Store. There is a Head Cashier(Mr. Ravi) to whom all the cahiers report and remit the total sales amount collected. Wednesday Bazaar is a very important and popular event in Big Bazaar. Every Wednesday fabulous offers and great discounts are given on most of the products. Weekends attract most of the customers as such good offers and discounts are given . Big Bazaar celebrated Independence Day by having Maha Bacchat Sale from August 12-16 and did a business of 1.5 Crores

This department is responsible for the collection of sales amount i.e., cash sales. There are in all 25 cash counters in the Store. There is a Head Cashier to whom all the cahiers report and submit the total sales amount collected throughout the day by the cashiers. In addition to cash all leading credit and debit cards are accepted at no extra charge. Also Big Bazaar vouchers and Sodexho coupons are also accepted. A cashier at the time of opening his billing counter will be given an opening balance of Rs.1000. The cashier has to ensure that all the offers applicable on respective products are given to the customer in his/ her bill. Also if any free items are given on some purchases, it should be informed to the customer clearly. After the billing is done, the cashier has to pack the products neatly in a plastic cover according to the customers needs. At the time of closing the billing counter, the cashier has to give a statement of cash, with all particulars of different denominations of cash, amount collected through credit cards, amount collected in debit cards, amount collected in Sodexho coupons & Big Bazaar vouchers and also amount collected through Credit Notes.

Wednesday Bazaar is a very important and popular event in Big Bazaar. Every Wednesday fabulous offers and great discounts are given on most of the products. Customers arrive in large numbers as they realize that it is on Wednesday that products are offered at the lowest prices. On Saturday and Sunday also the customer turnout is high, as it is on the weekends that most of the customers find time for shopping. They arrive along with their family to enjoy the shopping experience. Good discounts and offers are also provided to attract more number of customers. Retailing is not just about selling products it is about selling an idea. Why do people in shop when they are bored or depressed? It is not just because they have the money to buy, but because they want to go through an experience. It is very crucial in retailing to make customers relate to every product that is being sold, as well as the Stores environment.

Customer Service Department

As the name suggests this is the separate department which mainly focuses on customer service like if a customer finds difficulty in finding any product, if there are any customer complaints, they are also looked into. There is also an Exchange Counter where if a customer is dissatisfied or wants to exchange the product he/ she has purchased for any reason , the customers can exchange them within 7 days of their purchase This department is also responsible for announcing all the offers running in the store on different products throughout the day. This dept also does gift wrapping for any product if the customer wants it at free of cost. The dept also collects customers opinion / feedback for continuous improvement in their service.

As the name suggests this is the separate dept which mainly focuses on customer service like if a customer finds difficulty in finding any product, if there are any customer complaints, they are also looked into, any customer assistance etc. is also provided. There is also an Exchange Counter where if a customer is dissatisfied or wants to exchange the product he/ she has purchased for any reason , the customers can exchange them within 7 days of their purchase. When a customer brings a product for exchange, the product is first received and checked if it is used or deliberately damaged or tampered with. If it is in an acceptable condition, then the customer is issued a Credit Note for that amount (products price). Then customer can purchase any product for that amount or just take back the money by encashing the credit note at a cash counter. If the customer buys a product less than the amount in the credit note, the difference amount will be returned to the customer and on the other hand if a customer buys a product more than the amount in the credit note, the customer will be asked to pay the difference amount.

This department is also responsible for announcing all the offers running in the store on different products throughout the day. This dept also does gift wrapping for any product if the customer wants it at free of cost. The dept also collects customers opinion / feedback for continuous improvement in their service. The ultimate aim of this department is to help and satisfy the customer in every possible manner and makes the customers experience memorable.

Administration Department
The Store administration comes under the Store Manager. Its functions are store maintenance, housekeeping, security etc. The store maintenance is concerned with the proper running of the store in coordination with all the departments. The Housekeeping is concerned with keeping all the departments of the Store clean and neat all the time . The Security section is concerned with the security of the entire store. Security department keeps a vigilant check on all the people entering and departing at the various entry and exit points in the store. They also maintain all the registers like employees attendance

The Store administration comes under the Store Manager. Its functions are store maintenance, housekeeping, security etc. The store maintenance is concerned with the proper running of the store in co-ordination with all the departments. It also has to ensure proper back up power supply in times of power cuts. The Housekeeping is concerned with keeping all the departments of the Store clean and neat all the time. Covers and other wastes should be properly cleaned and the floor is swept regularly to keep it clean. The Security section is concerned with the security of the entire store. Security department keeps a vigilant check on all the people entering and departing at the various entry and exit points in the store. They also maintain all the registers like employees attendance register, stock register, visitors register etc. They check all customers bill before letting them out of the store.

They ensure orderliness in the store and prevent shrinkage or pilferage of goods to minimise the loss arising out of it. The housekeeping and security are outside agencies employed by the store on a contract basis to take care of the respective functions. The Administration department also has a separate section known as Information Technology. This department is responsible for the maintenance of all the systems of the Store, all billing machines their functioning networking with the master machine etc. If there is any problem with the machine in any department in the store, then this department comes into function. This dept integrates all the systems in the store and properly maintains all of them.

SWOT Analysis Of Big Bazaar

Strengths
Better understanding of customers helping the company to serve them better. Vast range of products under one roof helping in attracting customer and their family to shop together and enjoy the experience. Benefit of early entry into the retail industry. Diversified business operating all over India in various retail formats. Ability to get products from customers at discounted price due Weaknesses to the scale of business High cost of operation due to large fixed costs. Very thin margin. High attrition rate of employee.

Lot of potential in the rural market.

Opportuniti Can enter into production of various products due to its in depth es
understanding of customers tastes and preferences.

Can expand the business in smaller cities as there is a lot of opportunity .

Threats
High business risk involved. Lot of competitors coming up to tap the market potential. Margin of business reducing all the time.

Brands In Big Bazaar

Big Bazaar has gradually introduced private labels in fashion over the last few years. Every year, new, private labels are introduced to increase their share over other brands. These are known as In House brands which are exclusively promoted by Big Bazaar in its stores. It is very important to promote and sell these brands aggressively, since they contribute to higher margins thereby contributing heavily to the bottom line.

Knighthood

It is the mens formalwear brand with arrange that includes formal shirts, trousers, suits, blazers and basic mens accessories like ties and handkerchiefs.

Srishti The complete ethnic wear range offering a range of traditional designs for ladies encompasses both salwar kameez sets and mix & match/ fusion wear.

Shatranj

The mens ethnic wear range consists of kurtas, kurta pyjamas sets and sherwani sets.

DJ & C

Indias cool answer to international brands is positioned for the 20-35 year age group. It targets both men and ladies and the range includes designer denims, casuals, streetwear.
DJ&C Sports

This is a unisex sportswear range for the age group of 20-40 years.

Shyla

True to its tagline what women want, Shyla offers a complete range of formal/ semi-casual line of ladies tops, trousers, skirts, etc.

Studio NYX

It is a range of mens party wear.

Pink & Blue

The kids brand range created to celebrate the spirit of childhood, has the blue range for boys and pink for girls. There is an infant line also available as well. Pink & Blue covers the entire apparel needs of kids across t-shirts, shirts, jeans, trousers, shorts, dresses and ethnic-wear/ occasion-wear.

CTEE

Mens T- shirts

Big Bazaar, India's largest hypermarket chain, a part of the Future Group, announced the launch of the exclusive Fashion @ Big Bazaar London Dreams Fashion Collection, a range of exclusive apparel, which captures the style statement of the London Dreams cast. Big Bazaar stores across the country will showcase the very youthful apparel and fashion specially created for the stars of London Dreams. With an intention to fulfil the dream of dressing up the youth, and Fashion jo Star bana de promise, Fashion@Big Bazaar will have the youthful collection.

Others Brand @

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