Customer Loyality

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A

Project Report

On

Human Resource Act iv i ty

In Big B azaar

A STUDY IN BIG BAZAAR

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE

REQUIREMENT OF THE DEGREE

OF

MASTER OF BUSINESS ADMINISTRATION

2009-2011

Submitted To:- Submitted By:-

Mrs. Nidhi P. Pillai Akanksha Goswami

MBA 4th

Bhilai Business School, Chandrakuri Durg

CERTIFICATE

This is to certify that the project work done on Human Resource Activityin Big Bazaar

Submitted to Bhilai Business School, Durg by Akanksha Goswami in partial fulfillment of

the requirement for the award of degree Master of Business Administration is a bonafide


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work carried out by her under my supervision and guidance. This work has not been

submitted anywhere else for any other degree/diploma. The original work was carried out

during 07-05-2011 to 20-06-20111 in Big Bazaar.

DATE: Store ManagerAshis Mohan

Big Bazaar Pandri Raipur

Declaration

I, the student of Master of Business Administration, Bhilai Business School, Durg Chhattisgarh, (2009-

2011), hereby declare that this project reportHuman Resource ActivityIn Big Bazaar prepared, is my

original work, which I had submitted in Big Bazaar to my guideMr. Debasis Rath( People Office)


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All the information and data given in my project are authentic to the best of my knowledge and taken from

reliable sources.

Place: Bhilai Akanksha Goswami

Acknowledgement

I would like to express my sincere gratitude to the management of the BHILAI BUSINESS SCHOOL, for

their support and guidance provided during the MBA program and while doing this project. I specially

thanks to Mrs. NIDHI P. PILLAI (Dean) for her perseverance and attention which she extended to us. I would like to thank my guide Mr.Debasis Rath ,Senior Executive HR and Mr. Ashis Mohan(Store

karta) who helped me to complete this project.This acknowledgement is incomplete without giving special thanks to the persons who are directly or

indirectly associated with the project.Last but not the least I pay my deep regard to my parents and gratitude to God, without whom I was not

able to complete this project.

I do sincerely hope that my report would give value to the organization.


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Akanksha Goswa

CONTENTS

Chapters Title Page No.

Chapter- 1 Introduction

1.1 Company Profile

1.2 Big bazaar promise

1.3 Vision, mission & core values

1.4 Organization Structure

1.5 SWOT Analysis

7 - 16

Chapter-2 Introduction to Human Resource

Management

2.1 Meaning

2.2 Objective

2.3 Key functions

2.4 Recruitment and Selection

2.5 Performance Appraisal

2.6 Training and Development

17 - 47

Chapter- 3 Research Objective 48 49

Chapter- 4 Research Methodology 50 53

Chapter- 5 Data Analysis & Interpretation 54 66

Chapter- 6 Findings & Suggestions 67 70

Chapter- 7 Conclusion

7.1 The cases of satisfaction

7.2 The cases of dissatisfaction

71 74


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Reference

Bibliography 75 76

Appendix

Questionnaire 77 79

Company Profile

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retailformats in both the value and lifestyle segment of the Indian consumer

market. Headquartered in Mumbai (Bombay), the company operates over 16 million

square feet of retail space, has over 1000 stores across 73 cities in India and

employs over 30,000 people.

The companys leading formats include Pantaloons, 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 Brand Factory, Blue Sky, aLL, Top 10 and Star and

Sitara.

Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)

Limited. This entity has been created keeping in mind the growth and the current

size of the companys value retail business, led by its format divisions, Big Bazaar

and Food Bazaar.

The company operates 148 Big Bazaar stores, 169 Food Bazaar stores, among

other formats, in over 70 cities across the country, covering an operational retail

space of over 6 million square feet. As a focussed entity driving the growth of the

group's value retail business, Future Value Retail Limited will continue to deliver

more value to its customers, supply partners, stakeholders and communities across

the country and shape the growth of modern retail in India.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town,


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a large-format home solutions store, Collection i, selling home furniture products and

eZone focused on catering to the consumer electronics segment. Pantaloon Retail is

the flagship company of Future Group, a business group catering to the entire Indian

consumption space.

Future Group

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of

Indias leading business houses with multiple businesses spanning across the

consumption space. While retail forms the core business activity of Future Group,

group subsidiaries are present in consumer finance, capital, insurance, leisure and

entertainment, brand development, retail real estate development, retail media and

logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 millionsquare feet of retail space in 73 cities and towns and 65 rural locations across India.

Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000

people and is listed on the Indian stock exchanges. The company follows a multi-

format retail strategy that captures almost the entire consumption basket of Indian

customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail

chain and Central, a chain of seamless malls. In the value segment, its marquee

brand, Big Bazaar is a hypermarket format that combines the look, touch and feel of

Indian bazaars with the choice and convenience of modern retail.

The groups speciality retail formats include supermarket chain - Food Bazaar,

sportswear retailer - Planet Sports, electronics retailer - eZone, home improvement

chain -Home Town and rural retail chain - Aadhaar, among others.


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Future Group believes in developing strong insights on Indian consumers and

building businesses based on Indian ideas, as espoused in the groups core value of

Indianness. The groups corporate credo is, Rewrite rules, Retain values.

BIG BAZAAR

Big bazaar is the companys foray into the world of hypermarket discount stores, the

first of its kind in India. Price and the wide array of products are the USPs in Big

Bazaar. Close to two lack products are available under one roof at prices lower by 0

to 60 per cent over the corresponding market prices. The high quality of service,

good ambience, implicit guarantees and continuous discount offers have helped in

changing the face of the Indian retailing industry. A leading foreign broking house

compared the rush at Big Bazaar to that of a local suburban train.

Big Bazaar is a chain of shopping malls in India, owned by the Pantaloon Group and

which work on Wal-Mart type economies of scale. They have had considerable

success in many Indian cities and small towns. Big Bazaar provides quality items but

at an affordable price. It is a very innovative idea and this hypermarket has almost

anything under one roof.Apparel, Footwear, Toys, Household Appliances and

more.

The ambience and customer care adds on to the shopping experience.

Is Se Sasta Aur Accha Kahin Nahin !


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THE BIG BAZAAR PROMISES:

1. MANUFACTURERS WARRANTIES ON ALL PRODUCTS:

Big Bazaar promises to sell only the original products from the authorized dealers; so

that all applicable products carry the original manufacturers warranty. To serviceany product purchased at Big Bazaar, customer can visit the authorized service

centre of the manufacturer. The invoice accompanying the product is the warranty

document.

2. GUARANTEED DELIVERY:

Big Bazaar guarantees to deliver the exact product that has selected, without

defects. In case of receiving a different product, or if the product is damaged in

transit, the customer should contact it within the stipulated time period and Big

Bazaar will ensure that it is replaced or refunded.

3. SECURE PAYMENT:

It commits to ensure that no payment misuse happens, so we work with banks and

payment gateways to ensure that your information is protected. Payments are

protected both by it and by the policies of customers bank, and the chances of fraud

in these channels are actually very low. Big Bazaar openly publishes its office

addresses and is part of Indias largest retail company with a presence all over India

so you know how to contact us in person, if required.

4. OUR SIMPLE 7-DAYS RETURN POLICY:

If customer has purchased something at Future Bazaar and the product did not meet

its expectations or does not fit to his needs, then it can return the product to us; no

questions asked, as long as it is in its original packaging and accompanied by its

invoice. We will even make the return process simple for you just contact our

customer support and well arrange to pick up the product from your home.

Alternately, you can drop it off at the nearest Big Bazaar.

5. PROMPT CUSTOMER SUPPORT:


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Our customer support is manned by dedicated call centre personnel, who can take

decisions and resolve your problems. They are eager to solve your problems and

are aware of the processes and means to handle them. In case they cannot solve

the problem at their end, they will trigger the required action on your behalf or advise

you the best possible method to a successful fulfillment of all your queries/issues.

Be assured that when you call us, your call is being taken seriously.


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GROUP VISION:

Future Group shall deliver Everything, Everywhere, Every time for Every Indian

Consumer in the most profitable manner.

GROUP 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 for classes and for masses.

We shall infuse Indian brands with confidence and renewed ambition.

We shall be efficient, cost- conscious and committed to quality in whatever we do.

We shall ensure that our positive attitude, sincerity, humility and united determination

shall be the driving force to make us successful.


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CORE VALUES:

Indianans: confidence in ourselves.

Leadership: to be a leader, both in thought and business.

Respect & Humility: to respect every individual and be humble.

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 action.

Adaptability: to be flexible and adaptable, to meet challenges.

Flow: to respect and understand the universal laws of nature.


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Organization structure

Store Manger

Asst. Store Manager

Dept. ManagerHuman Resources

Visual Merchandising

Marketing Manager Administration

CSD

Asst. DM

Team Leader

Team Member

Maintenance

Housekeeping

Ware House


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SWOT Analysis

STRENGTHS

Through understanding of the needs of Indian consumers.

Vast range of products under one roof.

Benefit of being pioneer in the Indian retail industry.

Superior quality goods are available at reasonable prices.

Fast growing Indian middle class with reasonably good purchasing power.

It has a good brand name.

One stop shop for variety of products, increasing customer time and available

choices.

WEAKNESSES

Unable to meet store opening target so far. Falling revenue per square feet.

Stiff competition from traditional (unorganized sector)

OPPORTUNITIES

Potential rural markets.

Can enter into production of various products due to its in depth

understanding of customers taste and preferences

Scope of expansion in smaller cities as there is a lot of opportunities.

There remains a large future scope for the retail industry in India, as incomes

rise and consumption increases

The opportunity for widening the business all over India because Big Bazaar

opens new stores in untapped market.

THREATS

Government Policies encouraging the unorganized sector will affect adversely

the big players.

High taxes in India suppress consumption

Smaller specialty shops and informal shops are sometimes able to avoid

taxes, offering lower total prices to customers.


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What is Loyalty?

The degree to which customers are predisposed to stay with one

company and resist competitive offers

Six Ways in Building Customer Loyalty

1. SERVICE NETWORK

The mantra for marketing professionals is service, service and more service!

Thats right! One of the best ways of ensuring your customers keep coming

back to you is providing impeccable service. This includes everything from

service at the point of sale to after-sales service, which builds a lasting

relationship with the customer. Most manufacturers of white goodsunderstand relationship marketing like no one else. The peculiarity lies in the

product itself, where it might need to be serviced long after it is bought.

Moreover, the purchase might have taken place somewhere different from

where the service is required. Companies like Eureka Forbes and

Whirlpool pride themselves on superb customer service satisfaction

levels.


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country. Remember, the customer is smart. He will judge your

company even on small things like whether the salesperson reached in time.

If he is late, the customer will never trust any claims of zero error

quality made by you. So, watch out for service, the buzzword of the industry.

2. QUALITY CONTROL

You never get a second chance to make a first impression was the

tagline for Head and Shoulders shampoo years ago. Impeccable

service too cannot save you if you do not deliver a good quality product each

and every time. This is true especially for restaurants, where the food

served has to be of the same quality time and again to keep customers

coming back to you. Here, quality is conveyed via word-of- mouth. One bad

experience is enough to ruin the impression forever. Another good way of

assuring customers value the quality of your product is to get an outside

agency or someone else to endorse the results. For instance, Colgate

Toothpaste continually reminds the customer that it is endorsed by IDA,

the Indian Dental Association and it is the brand trusted by most dentists.

HLL gets customers to talk about their Ponds Age Miracle range of

cosmetics and Dove soaps in their television ads, to endorse the quality of

their products. That is also the psyche behind prompting a customer to try

out the product. If a Vim Bar is a good dishwashing bar for Mrs X, a

housewife, it has to be good for you too! If others say that your product is

good, its gotta be good!


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3. CONSTANT INNOVATION

Once a customer, always a customer, is no longer true in these days

of fluctuating brand usage. Customers now have more choices than

before and are more willing to try out new brands. This fickle-minded buying

warrants a constant focus on the changing mindset of the customer. The

brand too has to change with customer tastes. Nestle India does it best with

its brand of Maggi food products. They now have variants for their instant

noodles like Dal Atta Noodles and Rice Noodle Mania. Their

competitors in the food segment, HLL (Hindustan Lever Limited, now

called Hindustan Unilever Limited) tickled the Indian palate by making

multiple variants of the traditional Tomato Ketchup in flavors like mint,

tamarind and chilli. Amul, which has a strong presence in the ice-cream

segment, sensed the need to keep the health-conscious customer in its kitty

by adding the new Probiotic range of sugar free ice-creams! Kelloggs

Chocos are now available in a new flavour Chocos Toffee to keep the

children happy and dedicated! Innovation is the name of the game and

timing is everything!

4. DIVERSIFICATION INTO SIMILAR PRODUCT LINES

If a customer feels that Dove Soap is the best for her skin, why not make

her think the same way about shampoos as well? Thats exactly why the

brand name has now been extended to shampoos in the Indian market.

Stretch the loyalty and benefits associated with a brand to include other

similar products.

Lotus Herbals, for instance, makes chemical-free skincare products

like creams, lotions and sunscreens. It has a strong base of happy

customers because of its USP - herbal ingredients. Now, it has also launched

its herbal range of cosmetics on the shelves. So the same IBSAR Pune


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customers have a choice of using herbal preparations for their lipsticks

and eye shadows as well. Chances are, they will be only too eager to try them

out! Even when it comes to food products, brand loyalties can be stretched

further. Knorr Soups, manufactured by HLL, extended their instant soup

powder mixes to include instant make-a-meal powders for Chinese

recipes. They now offer instant Chinese Manchurian, Hot & Sour, Chilli

and other preparations for a quick meal at home. Amul too capitalized

on its distribution network to deliver different products to its customers.

They started from milk and now provide butter, ghee, cheese and even ice-

creams.

5. STRONG DISTRIBUTION CHAINS


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If I want to buy a product, it must simply be available. For fast moving

consumer items, it means availability at the nearest grocer. From personal

experience, I can tell you how important this is. I like Nestles Munch

chocolate a lot, but many a time I end up coming home with a Cadburys Perk

in hand, due to unavailability of the other brand. Perk tastes just as good, and

pretty soon I ended up asking for Perk at the local grocery shop instead of

Munch. This shows how just availability or lack of it can affect the

customers brand choices forever. For a long period Amul faced a similar

problem with its products. Originating from Gujarat, the availability of

its products was restricted to the home state and a few neighboring

ones. Consciously, after a lot of effort Amul successfully expanded its

distribution chains throughout IBSAR


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the country. An effective media campaign helped pass this advantage

on to the customers. If you want people to keep buying your brands, make

sure the grocery store around the corner stocks it.

6. REINFORCE THE DECISION

Lastly, after people have tried your product, tell them that they have made

the right decision. What better example to give you than the Pepsi ad

which said, Yehi hee hai right choice baby, aha! You will have

customers hanging on to you forever. The human mind looks for signals to

reinforce the decision made by it, to tell itself that yes, you were correct! Its

no wonder then that the LOreal ad shows Aishwarya Rai spouting the phrase

Because youre worth it!

Customer loyalty towards your brand can give you the advantage of decreased

cost of advertising. You can also increase the price of your brand to capitalize

on the same. So, go ahead and take the plunge into the world of brand

loyalty!

Benefits

Customer loyalty towards your brand can give you the advantage of

decreased cost of advertising.

You can also increase the price of your brand to capitalize on the

same.

Loyalty Sales % = Sales through the Loyalty Card X 100

Total Sales


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Customer Loyalty programs need to stay fresh, be easy to administer, and

tightly integrate with the central price file and all the customer touch points.

Successful Loyalty programs pinpoint value to a specific


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group of consumers. The continuous change in programs keeps

consumers engaged and avoids the attitude of entitlement.

The Retalix customer loyalty application suite, however, is not your run-

of-the-mill solution. It is comprehensive, easy to administer, and effective.

Retalix Loyalty is a real time, online, centralized system that manages the

Loyalty and Promotional marketing campaigns for Grocery and

Convenience Store Retailers.

Coupled with the Retalix 1-to-1 Targeted Marketing Analysis tool, a

retailer can easily reward customers according to their specific taste and

loyalty level via a multitude of reward programs to keep it fresh and fun.

Moreover, through a tight integration with the Pricebook, POS and Fuel

Pumps, electronic rewards can be fulfilled for the consumer right at their

purchase location.

Retalix Loyalty includes:

Integrated POS and Pump interface to collect data, print Loyalty

program information on the receipt, display messages to the cashier

and customer, discount items, and redeem e-gift certificates, tender

credits, and loyalty points

Net-based online communications architecture

Multiple set of basic programs (Charity, Continuity,

Sweepstakes, e-Coupons, Points)

Tiered pricing rewards (electronic discounts) including fuel, according

to loyalty levels

Reports to measure loyalty not only by gross spending but also


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90

80

70

60

50

40

30

20

10

0

I II III IV V VI VII VIII

Loyalty Sales %


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There was a questioner, which was filled by me from the customer to knowthe feedback of the customer about the Cut Fruits & Vegetables

which was put in the chiller section of the store.

The format of questioner is as follows:


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Findings of the questionnaire

Quality of Product Of BIG BAZAAR

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%

20%

40%

30%

10%

Excellent Good Average Poor


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Are you getting all the products, which you want?

60%

50%

40%

30

30%

20%

10%

1

0%

Yes Almost No


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Are you consuming our packed Fruits & Vegetable?

90%

80%

70%

60%

50%

40%

30%

20%

10% 5%

0%

15%

80%

Regular Not Regular No


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Why you are not buying cut F & V?

100%

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%

88%

5% 7%


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The result of the survey is that, any of the customers no like to buy cut F & V

from BIG BAZAAR. Major reasons for this are Quality, Indian Culture &

Price.


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CUSTOMER INFORMATION CHANGE REQUEST

If customer wants to change his Postal address, Telephone Number or Email

ID then customer have to fill the Customer Information Change

request.

Process to be followed for change of Customer Information Take a

printout of the Customer Information Change Request form. The customer

has fill up all the required details mentioning his Reliance One

Membership card number. The customer has to sign the request form and

hand it over to the MSR. The MSR checks for the following on the form

Reliance One membership number

First Name

Last Name

Information regarding change request

Date

Customer Signature

The MSR then fills up the information in the FOR OFFICE USE

space. The format for request ID is store code- date in DDMYY- serial

number stating from 0001. The MSR fills up the MSR code and signs in

the space provided. This entire request should be filled separately and

kept at the store under lock and key. Once the system for making these

changes is live, all these forms have to be sent to the data entry center for

the processing. The data for dispatch will be notified later. The format of


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UNDERSTANDINGPLANOGRAM

A planogram is a diagram of fixtures and products that illustrates how and

where retail products should be displayed, usually on a store shelf in order

to increase customer purchases. It is an arrangement of different

products in the most appropriate order with optimum utilization of

available space. It also shows the exact quantity of each product in the

store as well as its position on a particular bay & shelf. They may also be

referred to as plannograms, plano's, plano-grams, plan-o-grams,

schematics (archaic) or POGs. A planogram is often received before a

product reaches a store, and is useful when a retailer wants multiple store

displays to have the same look and feel. Often a consumer packaged goods

manufacturer will release a new suggested planogram with their newproduct, to show how it relates to existing products in said category.

Planograms differ significantly by retail sector. Fast-moving consumer

goods organizations and supermarkets largely use text and box based

planograms that optimize shelf space, inventory turns, and profit margins.

Apparel brands and retailers are more focused on presentation and

use pictorial planograms that illustrate "the look" and also identify each

product.

Since the purpose of a planogram is to communicate how to set the

merchandise to increase customer purchases, much research often goes

into the layout of a planogram. Attention is given to adjusting the visibility,

appearance and presence of products to make them look


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more desirable, or to ensure sufficient inventory levels on the shelf or

display. There are some consulting firms which specilize in retail space

layout and planogramming. Some chain stores and wholesalers also

create and maintain planograms for their stores.

Planogramming is a skill developed in the fields of merchandising and

retail space planning. A person with this skill can be referred to as a

planogrammer.

Scop

e

To study and re-engineer the existing Planogram.

Purpos

e

To communicate how to set the merchandise.

To increase customer purchases.

To adjusting the visibility, appearance and presence of products

To make them look more desirable.

To ensure sufficient inventory levels on the shelf or display.

To use space effectively whether floor, page or virtual.

To optimize short- and long-term returns on investment into retail

space.

To provide a logical, convenient and inspiring product-customer

interface.

To make right selection of products available.


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PROCEDURE OF REPLENISHMENT OFSTOCK

The whole system of BIG BAZAAR is connected through an ERP SOFTWARE

i.e. SAP and the replenishment procedure is based on auto indenting &

manual indenting.

Auto Indenting

MBQ of each SKU is already stored in the system of DISTRIBUTION

CENTRE. (D.C. is the place from where the required quantity of stock is

sent to the respective stores.)

As & when sales of a particular SKU takes place it is automatically

recorded in the system.

Within 3 days D.C. dispatches the required quantity of each SKU to the

store, to maintain the MBQ level of each shelf.

Manual Indenting

Before closing the store daily CSA of each category identify therequirement

of each SKU and communicate it to supervisor and finally it is feed to

SAP or mailed to Distribution Centre (D.C.) to

maintain the required level of inventory


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Research Objective

To know human resource functions of Big Bazaar.

To know training methods used in Big Bazaar.

Determining and evaluating the effectiveness of the training methods ..

To know training and development can help store to achieve its target.

To know the performance appraisal system of Big Bazaar. To know the recruitment and selection procedure of Big Bazaar.

To know benefits provided to employees.


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Research Methodology

The study is based on personal decision, interview schedules, documentary

observation; the data has been collected from the executives of the organization and

through the published sources. The study is based on the outcomes of personal

interviews and documentary observation. But the extreme care has been taken to

involve the constructive suggestion from the executives. The success of research

basically depends upon the method, which is adopted to solve the research problem

i.e.

A. To collect desired information and data in a systematic manner.

B. Appropriate selection of method is necessary.


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Method of collection

Questionnaire:-

Questionnaire I have prepared consists of a number of questions printed or typed in

definite order on a form. Questionnaire is filled by respondents who are expected to

read & understand the questions & write down the reply in the space meant for

purpose in questionnaire itself. Questionnaire contains simple & straight forward

questions for the respondents.

Survey:-

Survey I have done is concerned with describing, recording, analyzing & interpreting

conditions that either existed or exist. Surveys are example of field research.

Sample Unit:-

Sample size I have taken is the representative unit of the population. It is feasible to

cover entire population so; the sample size taken 58.


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Source of Data

Primary Data:

Direct Personal Interview with my project guide at Big Bazaar

Direct Oral Investigation, survey reports and other concerned employees atBig Bazaar.

Secondary Data:

Published data about Future Group through newspapers, magazines, journals

and books.

Company information from Future group official website.


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DATA ANALYSIS & INTERPRETATION

1. Do you like your job and your organization where you work?

Interpretation

In the survey of 55 samples all employees like their job and there organization.

Employees

Yes

No


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2. Did you get induction from company?

INTERPRETATION:

In the survey of 55 samples out of which 49% of the employees get induction by the

company.

Employees

Yes

No


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3. Are you aware of performance appraisal of the company?

INTERPRETATION

In survey of 55 samples 89% of employees are aware of performance appraisal of

the company.

Yes

No


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4. If you get an opportunity would you like to change your section?

INTERPRETATION

In survey of 55 samples 67% of the employee doesnt want to change their section.

Employee

Yes

No


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5. Did you get salary at right time?

INTERPRETATION

In survey of 55 samples 100% employees said that they get salary at right time.

Employees

Yes

No


47/60

6. Do you think your grievance are properly handled and redressed?

INTERPRETATION

In survey of 55 samples 89% of the employees said that their grievance are properly

handled and redressed.

Employees

Yes

No


48/60

7. Are aware of training program of the organization?

INTERPRETATION

In survey of 55 samples 83% of the employees know the training program of the

organization.

Employees

Yes

NO


49/60

8. Did you get any motivation from training program?

INTERPRETATION

In survey of 55 samples 90% of employees said that they get motivation from

company training and development program.

Employees

Yes

No


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9. Are you aware of your salary structure?

INTERPRETATION

In survey of 55 samples 81% of the employees know the salary structure of the

company.

Employees

Yes

No


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10. Are you getting any career development program by your company?

INTERPRETATION

In survey of 55 samples 92% said they get career development program by

company.

Employees

No

Yes


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11. Did you get any incentive when you achieve target?

INTERPRETATION

In survey of 55 samples 96% of the employees said they get incentive when they

achieve target.

Yes

No


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12. Do you feel performance appraisal is motivating factor for you?

Interpretation

In survey of 55 samples 87% of the employees said that they get motivation from

performance appraisal.

Employees

Yes

No


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SWOT Analysis

Findings

After Data Analysis & Interpretation, I find that:-

Strength Weakness

Employee is considering as biggest

asset of the company.

Regular training program.

Salary is provided at right time.

Good atmosphere to work.

Policy followed by the company is

very good.

Company is very strict about is

policy.

Training is provided to each

employee but not in regular basis.

Employee get bore by doing same

kind of work.

Salary is less and working hour is

more.

Lack of motivating factor.

Opportunities Threats

Targeting more employees for

development.

Career progression by Shiskha,

seekho, PRISM More training program for

employees.

Increase the standard of manpower.

Many competitors are there.

Employee resists change by

company policy.


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100% of the employees like their job and organization.

89% of the employees are aware of performance appraisal of the company.

67% of the employee doesnt want to change their section.

100% of the employee said that they get salary at right time.

89% of the employee said their grievance are properly handled and

redressed.

83% of the employees are aware of the training program of the Organization.

90% of the employee said that get motivation from the training.

81% of the employees are aware of their salary structure.

92% said they are getting career development program by their company.

96% of the employees said they get incentive when they achieve their target.

87% of the employees said they get motivation from performance appraisal.

Apart from this my finds are:

Department manager and team member daily try to achieve their target.

Employees are happy with atmosphere of the Big Bazaar.

Employees like the work environment of the company.

Suggestions

Company should more focus on the training program of the employees.

Training should be provided in every quarterly to each employee.

Training provided by the store Guru should be more motivational.

Employees performance improvement should be judge after training program.

Employees section should keep on changing.

Quality of manpower should increase.

In store training should be provided by trained trainer.

Induction should be given every employee.


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Conclusion

Future Group promises a glowing future for itself and the countrys development in

order to improve the benefit and the standard of living of the people of the state and

the country. The company is reaching out to all the sections of the society as it is

creating a hypermarket where not only the rich people shop but also the middle and

the lower class customer come to enjoy the whole shopping experience. After 45

days of vocational training I came to the conclusion that the employees of the future

group are satisfied with their training and dissatisfied in few other ar

The Cases of satisfaction are

Employees are satisfied with the training and development program.

Employees are satisfied with their work environment.

Employees are satisfied with the facilities there provided at the time of

training.


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BIBLIOGRAPHY & WEBLIOGRAPHY

BIBLIOGRAPHY

Essentials of Human Resource Management

And industrial Relation: P.Subba Rao

Training and Development of Employees: Raymond A.Noe

WEBLIOGRAPHY

www.citehr.com

www.futuregroup.com

www.futurebytes.com

www.managementparadise.com

ANNEXURE
http://www.citehr.com/http://www.citehr.com/http://www.futuregroup.com/http://www.futuregroup.com/http://www.futurebytes.com/http://www.futurebytes.com/http://www.managementparadise.com/http://www.managementparadise.com/http://www.managementparadise.com/http://www.futurebytes.com/http://www.futuregroup.com/http://www.citehr.com/


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QUESTIONNAIRE

Name:

1. Quality of Product in Big Bazaar

a. Excellent b. Good c. Average d. Poor


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2. If the answer of question no. 1 is C or D then name the product not

satisfying you.

3. Are you getting all the products, which you want?

a. Yes b. Almost c. No

4. If the answer of question no. 2 is B or C then name the products

which is not satisfying you

a. Fruits & Vegetables b. Processed Foods c. F.M.C.G. d.Dairy e. Bakery

5. Whether we are fulfilling your requirement timely.

a. Always b. Not Every time c. No


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6. If the answer of question no. 6 is B or C then why you are not getting

the product at right time.

a. Not available in the store b. Bad quality c. Price d. Any

other

Customer Loyality

Documents

Transcript of Customer Loyality