Internship Project Final

THE EFFECTIVENESS OF THE MAHABACHAT OFFER

ACHARYA INSTITUTE OF MANAGEMENT AND SCIENCES


DECLARATION

I BRIGHT MANJALY hereby declare that the Dissertation report titled “EVALUATION OF

SERVICE QUALITY AT MC DONALDS” is my original work under the guidance of PROF.

RANGANATHAN K and has not been published or submitted for any degree/ diploma by

Mysore University or any other University elsewhere. This has been undertaken for the purpose

of partial fulfilment of Masters of Business Administration at Mc Donalds.

Date: BRIGHT MANJALY Place: Bangalore 12MBAUM12063



CERTIFICATE FROM THE GUIDE

Certified that this Dissertation report titled “EVALUATION OF SERVICE QUALITY AT

MC DONALDS” is based on an original study conducted by BRIGHT MANJALY of IV

semester MBA under my guidance.

This report has not formed the basis for the award of any other degree/ diploma by Mysore

University or any other degree.

Place: Bangalore PROF. RANGANATHAN K

Date: (DEAN)

PROJECT GUIDE



CERTIFICATE

Certified that this Dissertation Report titled “EVALUATION OF SERVICE QUALITY AT

MC DONALDS” is based on the study conducted by BRIGHT MANJALY of IV semester

MBA under the guidance of PROF.RANGANATHAN K.

This Dissertation Report is based on the training under gone by the student and has not

formed the basis for the award of any other degree/diploma by University of Mysore or any other

University.

PROF.VIJAY BHASKAR PROF.KERRON G REDDY

(PROGRAM DIRECTOR) (CEO & PRINCIPAL)

Place: Bangalore Place: Bangalore

Date: Date:



ACKNOWLEDGEMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons who

contributed directly or indirectly for the successful completion of the Dissertation report titled

“EVALUATION OF SERVICE QUALITY AT MC DONALDS”.

While presenting the report of my project, I have great pleasure in acknowledging the help

rendered and guidance given to me by various people during the course of our project.

I would like to thank, Prof. Kerron G Reddy, PRINCIPAL and CEO of AIMS, Bangalore for

giving me the opportunity to do the project.

I choose this moment to acknowledge Prof. Ranganathan K, project mentor for his generous

guidance; constant inspiration and vigilant supervision helped me in the completion of this

project.

I would like to express my sincere thanks and gratitude towards Prof. Vijay Bhaskar, HOD who

monitored my progress and arranged all the facilities.

I would express my sincere gratitude to the Manager of Mc Donalds, who gave me permission

and support throughout my project work in Mc Donalds. I also extend my gratitude to all other

staffs and employees for their valuable advice and support for the preparation of this project.

BRIGHT MANJALY



TABLE OF CONTENT


CHAPTER CONTENTS PAGES

CHAPTER 1

Profiles1.1Introduction

1.2 Industry Profile

1.3Company profile

1.4Products Profile

1.5Competitors Profile

8

9-11

12-15

16-18

19-24

CHAPTER 2 Organization Structure 26

CHAPTER 3 Functional Departments 28-41

CHATPER 4 SWOT Analysis 43-44

CHAPTER 5 Ethical / Best Practices / Policies in the organization

46-47

CHAPTER 6 SPECIAL TASK Introduction Statement of problem Objectives Research Methodology Analysis & Interpretation of

data

4950505151-60

CHAPTER 7 Findings o Special Task-

Findings Conclusion (one on Special

task.) Suggestions

o Special Task- Suggestions

Bibliography & Annexure

62-64

65-66

67-68

69

70

71-73


CHAPTER 1

INTRODUCTION



INTRODUCTION

1.1 INTRODUCTION

The Indian retail sector is witnessing one of the most hectic marketing activities of all times.

The companies are fighting for mind share and heart share which can finally be converted to

market share. There is always a ‘first mover advantage’ in an upcoming sector. In India, that

advantage goes to “Big Bazaar.” It has brought about many changes in the buying habits of

people. It has created formats which provide all items under one roof at low rates, or so it claims.

Big Bazaar’s main competitors are other business houses which are planning to enter the market

as well as long established ‘Kirana’ stores which feel threatened by huge retail chains.

In this project, we will study its marketing strategies on the way it attracts its customers for

various purchase offers and particularly the mahabachat offer which was a failure. Here, we will

study the reasons for the failure of mahabachat, why the sales figure went down, why the

customers didn’t turn up on the mahabchat offer, the rearrangement of particular sections which

gave discomfort to the customers etc.

The Mahabachat offer is designed to provide maximum consumption both in value and

volume around the Independence Day holiday. But, this year the challenge was to instil the

confidence into the hearts of the customers when the weakening rupee was dampening consumer

spending. As a solution to the current consumer angst, they empowered their consumers with a

concrete solution of Mahabachat. The resolve of victory on weakening rupee by participating in

Mahabachat was brought alive through the optimistic call to action- “mehengai par halla

Bol”. Therefore, mahabbachat is a testimony to the companies’ belief in providing maximum

savings and value to the customers.



INDUSTRY PROFILE

1.2 INDUSTRY PROFILE

“Retailing is a distinct, diverse and dynamic sector”. “It is an activity of enormous economic

significance to most developed nations”. It generates revenue and wealth for nation, encourages

investments and brings technological advancements. Stated that “it brings employment and

creates wealth of the economy”. “It is a vibrant part of our changing society and a major source

of employment”

Retailing performs activities at larger level so it requires massive manpower to handle and

manage its operations. Retailing also helps society in general by providing goods and services in

reasonable price and increasing their standards of living. “Retailing activity can be viewed as a

significant contributor to the economy in general”.

Retailing is the set of activities that markets products or services to final consumers for their

own personal or household use. It does this by organizing their availability on a relatively large

scale and supplying them to consumers on a relatively small scale.” Retailing makes products and

services available in large quantities. Retailers produce or order the products/services in bulk so

they can take advantage of economy of scale and thus they can formulate competitive pricing

strategies. Products and services are generally sold through the store or on the internet.

History

The first decade of modern retail in India has been characterized by a shift from traditional

kirana shops to new formats including department stores, specialty stores hypermarkets, and

supermarkets and across a range of categories. Modern retail formats have mushroomed in

metros and mini-metros. In the last few years, modern retail has also established its presence in

the small cities, exposing residents to shopping options like never before.



Some of these stores are branded stores(exclusive showrooms either owned or franchised

out by a manufacturer) , specialty stores(greater choice to consumer, comparison between brands

is possible) , department stores/supermarkets (one stop shop catering to varied consumer needs) ,

hyper-mart (low prices , vast choice available including services such as cafeterias.) , shopping

malls (variety of shops available to each other ).

Present

Retail is India’s largest industry, accounting for over 10 percent of the country GDP and around 8

percent of the employment. Retail industry in India is at the crossroads. It has emerged as one of

the most dynamic and fast paced industries with several players entering the market. But because

of the heavy initial investment required, break even is difficult to achieve and many of these

players have not tasted success so far.

However the future is promising the market is growing, government policies are becoming more

favourable and emerging technologies are facilitating operations.

Retailing in India is gradually inching its way toward becoming the next boom industry. The

whole concept of shopping has altered in terms of format and consumer buying behaviour,

ushering in a revolution in shopping in India.

Modern retail has entered India as seen in sprawling shopping, entertainment and food all under

one roof. The Indian retailing sector is at an inflexion point where the growth of organized

retailing and growth in the consumption by the Indian population is going to take a higher growth

trajectory.

The of 24 years, nuclear families in urban areas, along with increasing working-women

population and emerging opportunities in the service sector are going to be the key growth

drivers of the organized retail sector in India.



Some key facts:

Retail is India’s largest industry accounting for over 10 percent of the country’s GDP and

around 8 percent of the employment

The market size of Indian retail industry is about US $312 billion.



COMPANY PROFILE

1.3 COMPANY PROFILE

Type Public Industry Retail Founded 2001 Headquarter Mumbai,

Maharashtra(India)

Products Hypermarkets Revenue 11,000 crore Employees 36,000 Parent Future group

Divisions 214

Website: www.pantaloonretail.inPantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats in

both the value and lifestyle segment of the Indian consumer marker. Headquartered in Mumbai

(Bombay), the company operates over 5 million square feet of retail space, has over 450 stores

across 40 cities in India and employs over 18,000people.



The company’s 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, Depot, Shoe

Factory, Brand Factory, Blue Sky, and Fashion Station. The company also operates an online

portal, futurebazaar.com.

Big Bazaar is the largest hypermarket chain in India. As of June 2, 2012 there are 214 stores

across 90 cities and towns in India covering around 16 million sq.ft. of retail space. Big Bazaar is

designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of

merchandise including fashion and apparels, food products, general merchandise, furniture,

electronics, books, fast food and leisure and entertainment sections.

Big Bazaar stores are aimed at providing a local marketplace feel to the shoppers. They offer a

wide variety of household items including retail apparels, food products, general merchandise,

furniture, electronics, books, fast food, etc. Several stores also have leisure and entertainment

sections. The hypermarket chain crossed the 100 store mark in 2008.

Future Group also owns Central Hypermarket, Brand Factory, Pantaloons, eZONE, Hometown,

futurebazaar.com, and KB's Fair Price, apart from Big Bazaar.

Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first

four stores in Kolkata, Indore, Bangalore and Hyderabad within a period of 22 days.

Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling apparel,

cosmetics, accessories and general merchandise. Over the years, the retail chain has included in

its portfolio a wide range of products and services, ranging from grocery to electronics.

The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic

Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire

retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is

popularly known as the ‘Indian Wal-Mart’ today.


http://en.wikipedia.org/wiki/Hypermarket


In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and

launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also

launched at High Street Phoenix mall in Mumbai, marking the retailer’s entry into dedicated food

retail.

In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category

was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its

new store in Gurgaon in the same year.

Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This

phase of growth included the setting up of the Mumbai store in Lower Parel, which registered a

record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big Bazaar

Exchange Offer was launched, which has quickly gained popularity among customers.

In 2006, further changes in loyalty marketing took place with the launch of the housewife-centric

credit card, Shakti. Jewellery store ‘Navaras’ was also launched that year within Big Bazaar

stores which became the first store-in-store concept to be launched by the brand. Another

dedicated retail format launched in 2006 is Furniture Bazaar.

In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail

footprint to 50 stores.

The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big

Bazaar, with the launch of the 101st store. Joining the league of India’s Super brands and voted

among the top ten service brands in the country by the Pitch-IMRB international survey,

Big Bazaar became much more than a household name. The year also saw the launch of the

Monthly Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low

prices and gave discounts on bulk purchases in the first week of the month.

Over the next two years, Big Bazaar carved its own niche in modern retail and became the largest

brand in the hypermarket format. Capturing one-third of the food and grocery market in modern

retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its retail

footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third



consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most

Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop.

For sale to the general public, typically through stock, or through market makers operating

in over the counter markets. Public companies, including public limited companies, can be either

unlisted or listed on a stock exchange depending on their size and local legislation.


http://en.wikipedia.org/wiki/Over-the-counter_(finance)

http://en.wikipedia.org/wiki/Market_makers


1.4 PRODUCT PROFILE

PRODUCT PROFILE


APPARELS

FOOD

FARM PRODUCE CHILL STATION

HOME&PERSONNEL CARE


APPARELS-

a) Denims & t-shirts

b) Fabrics & cut pieces

c) Formal wear

d) Casual wear

e) Party wear

f) Ethnic wear

g) Accessories

h) Under garments

i) Night wear

j) Dress material

k) Sarees

FOOD-

a) Staplesb) Ready to eatc) Ready to cookd) International foode) Spicesf) Imported bazaarg) Tea & coffee

FARM PRODUCE-

a) Fruitsb) Vegetablesc) Imported fruitsd) Dairy products



CHILL STATION-

a) Soft drinksb) Packaged juicesc) Milk itemd) Frozen foodse) Ice creams

HOME & PERSONNEL CARE-

a) Shampoos b) Detergentsc) Soapsd) Liquid washe) Creamsf) Deodorantsg) Home cleanersh) Utensilsi) Plasticsj) Crockery



COMPETITORS PROFILE

1.5 COMPETITORS PROFILE

Mahindra Retail is an extension of the US $16.2 billion Mahindra Group’s trading foray in the

domestic India market. The Group believed that this is the favourable time to extend its

distribution business into direct retailing, when the organized retail market is expanding in India.

Mahindra Retail is part of Mahindra Partners, the $750 Million Private Equity division of the

Mahindra Group. With a vision to accelerate value creation through a diversified portfolio of

emergent businesses of the future, Mahindra Partners adapts the Group's unique strengths of

constant innovation, prudence and creative business models. With a mandate of incubating new

ventures for the Group, the Division provides growth capital to bring our stakeholders diversified

products and services. Apart from Logistics, Mahindra Partners manages portfolio companies in

various industry sectors like Cleantech, Steel, Retail, Vocational Education, Consulting, Media,

Speed Boat Manufacturing, and Conveyor Systems & Luxury Retail.

Apart from distributing toys, games and wellness products under licenses from various

international brands like Disney® and Mattel®, NUK®, Mahindra entered the retail market with a

unique mother child venture called Mom & Me.

As the name suggests, the store caters to the needs of a Mother and her Child. The company’s

initial stores were launched in Ahmedabad and Ludhiana in Jan 2009. In a short span of time,

Mahindra Retail successfully created a strong brand with pan India presence, operating 100+

Mom & Me stores across 45+ cities in India by 2012.



With a vision to generate inclusive growth and prosperity for farmers, vendor partners, small

shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL, was set up to

lead Reliance Group’s foray into organized retail.

Since its inception in 2006, Reliance Retail Limited (RRL) has grown into an organisation that

caters to millions of customers, thousands of farmers and vendors. Based on its core growth

strategy of backward integration, RRL has made rapid progress towards building an entire value

chain starting from the farmers to the end consumers.

Reliance Retail continued to expand presence of its value and specialty formats. During the year,

Reliance Retail opened 90 new stores spanning across 'value' and 'specialty' segments. In-store

initiatives, wider product choice and value merchandising enabled the business to achieve robust

growth during this period.

Its presence in the optics business is in partnership with Grand Vision. 51 new stores were added

during FY-11 taking the total presence to 100 stores across key markets in the country. The retail

chain offers single brand optical products including Vision Express frames, lenses, contact lenses,

sunglasses, solutions and accessories.

For the very first time, consumers in India got the opportunity to experience Ham leys, which is

considered to be the world's most wonderful toy shop. The brand was launched in India with

opening up of 2 stores during the year. The I-Store by Reliance Digital is a one-stop-shop for all

Apple products and services. There are 17 such stores currently operational.

Reliance Brands also announced exclusive licensing arrangement with two leading international

brands: Steve Madden & Quicksilver. Across India, Reliance Retail serves over 2.5 million

customers every week. Its loyalty programme, "Reliance One", has the patronage of more than

6.75 million customers.



Fabindia is India's largest private platform for products that are made from traditional techniques,

skills and hand-based processes. The Fabindia Head Office is located in New Delhi.Fabindia

links over 80,000 craft based rural producers to modern urban markets, thereby creating a base

for skilled, sustainable rural employment, and preserving India's traditional handicrafts in the

process. Fabindia's products are natural, craft based, contemporary, and affordable.

Fabindia was founded with the strong belief that there was a need for a vehicle for marketing the

vast and diverse craft traditions of India and thereby help fulfil the need to provide and sustain

employment. We blend indigenous craft techniques with contemporary designs to bring aesthetic

and affordable products to today’s consumers.

Our endeavour is to provide customers with hand crafted products which help support and

encourage good craftsmanship. Fabindia opened first retail store in New Delhi in 1976. Today,

Fabindia has 170 retail stores across India, 3 stores in Mauritius, 2 stores in Dubai and 1 store

each in Italy, Nepal and Singapore.

The product range consists of garments for men, women, children and infants; garment

accessories; home furnishings – bed, bath, table and kitchen linen, upholstery fabric, curtains,

floor coverings and a range of non-textile products like furniture, lights, lamps and stationery. In

addition to handcrafted clothing and home furnishings, Fabindia’s product line includes organic

foods and Personal care products.

Our products are sourced from all over India. Fabindia works closely with artisans by providing

various inputs including design, quality control, access to raw materials and production

coordination. The vision continues to be to maximize the handmade element in our products,

whether it is hand woven textiles, hand block printing, hand embroidery or handcrafting home

products.



Bharti Retail Limited, a wholly owned subsidiary of Cedar Support Services Limited which

belongs to the Bharti Group of companies, one of India’s leading business groups, owns and

operates neighbourhood stores called easy day and compact hypermarket stores called easy day

Market. These stores provide consumers immense value and wide choice with products of great

quality at affordable prices. easy day and easy day Market stores promise Sabse Kam Daam Har

Din and offer an extensive product mix at everyday low prices (EDLP), which are substantially

lower on customers’ ‘monthly basket of products’ vis-à-vis similar stores. Inspired by its mission

to ‘Enable India Live Better’, Bharti Retail’s goal is to establish a pan-India footprint and become

India’s most-preferred multi-brand retailer.

Easy day stores are one-stop shops that cater to every family’s day-to-day needs. They bring

together a wide range of relevant goods, high quality products and great in-store experience and

service, all under one roof. These neighbourhood format stores offer more than 3,000 products at

the lowest prices. The wide assortment of goods include personal care products, stationery,

household articles, hosiery items, as well as daily-need groceries including staples, processed

foods, bakery and dairy products, meat and poultry and fresh produce.

The Market provides customers everything a great market offers, bringing together a potent

combination of the familiar and the innovative, all under one roof. These stores range up to

55,000 sq. ft. and offer thousands of products displayed in a consumer-friendly manner that

brings both entertainment and ease to the shopping trip. These include items ranging from apparel

for men, women and kids, home furnishings, home ware, cosmetics, a wide range of kids’ toys,

small appliances, mobile phones and stationery. These stores also have live bakery; meat, poultry

and fish; farm fresh fruits and vegetables; grocery and general merchandise.

Sourcing: Bharti Retail sources high-quality products from Bharti Wal-Mart Pvt. Ltd, to ensure a

robust supply chain for Bharti Retail’s stores. Bharti Wal-Mart also sources and supplies products

sold in easy day and easyday Market stores. All private labels in Bharti Retail stores are also

supplied by Bharti Wal-Mart.



Pan-India Footprint: The first easy day store was launched in Ludhiana and easyday Market in

Jalandhar in 2008. Currently, there are over 210 stores in cities across Punjab, Haryana, Uttar

Pradesh, Uttarakhand, Madhya Pradesh, Rajasthan, Himachal Pradesh, Chhattisgarh, NCR Delhi,

Jammu & Kashmir, Maharashtra and Karnataka.

The Group's foray into the retail sector began in December 2006 when it acquired Trinethra, the

chain of stores based in south India. May 2007 saw Aditya Birla Retail Limited (ABRL) launch

their own brand of stores called 'More.' ABRL's vision is "to consistently provide the Indian

consumer complete and differentiated shopping experiences and be amongst India's top retailers

while delivering superior returns to all stakeholders".

Currently, there are over 512 supermarkets and 16 hypermarkets. All the supermarkets are

branded 'More.' and the hypermarkets are branded 'More Megastore'. The hypermarkets are self-

service super-stores offering value and range in food and non-food products and services at a

single location. Hypermarkets are located in large catchment areas and encourage mass

consumption with discount prices and substantial depth of assortment with an average store size

of 55,000 sq ft shopping area.

In May 2009 Aditya Birla Retail introduced a value proposition for its supermarkets and

encapsulated it into a promise of giving its customers "Hamesha Extra" which has resonated with

the consumer. "Hamesha Extra" is the core essence of more. It means customers will always feel

that they have got something extra while shopping at more. Within a short span of less than three

years, more has a strong membership base of over 3 million members as part of its loyalty

program. More has also launched a huge range of private labels in food and grocery, staples and

apparel which have already obtained a significant share of category as well as salience with the

consumer. Aditya Birla Retail Ltd was presented with the "Master Brand Award 2012" by the

World Brand Congress on 14th February 2012 in Mumbai.



The Master Brand Award is conferred upon those brands that appeal to a large set of consumers

from premium to mass while constantly keeping in mind a consumer centric approach. Aditya

Birla Retail Limited was presented the prestigious "Retail Best Employer of the Year" award by

the global jury of the Asia Retail Congress 2012 in Mumbai.

The Asia Retail Congress is Asia's single most important global platform to promote world-class

retail practices. These awards are aimed at honouring the best, in the Asian retail scenario. The

Asia Retail Congress is represented by 100 countries across the world.

Shoppers Stop believes in a world of limitless possibilities. It always set benchmarks, cross

limits, achieves the impossible and celebrate our successes. Innovation being their key driver,

they have adopted a new philosophy of "Start Something New" to give retail a new dimension.

With an unparalleled assortment of the leading international and national brands in clothing for

men, women, and kids; accessories, fragrances, cosmetics, footwear; home furnishing and decor

products, the stores aim to provide shoppers a truly international shopping destination.

Shoppersstop.com offers a truly remarkable shopping experience on the Internet. With an

unparalleled assortment of the leading international and national brands in men’s clothing,

women’s apparel, and kids clothes, gifts and fashion accessories like ladies watches, men's

watches, artificial jewellery, fine jewellery, handbags, fragrances, cosmetics, men's footwear,

women's footwear, home furnishing and decor products, they are an online shopping destination

of choice.

Shopper stop customer centricity and relentless pursuit to set new benchmarks in retail has made

it the leading chain of department stores in India.



CHAPTER 2

ORGANISATION STRUCTURE



ORGANISATION STUDY



CHAPTER 3

FUNCTIONAL DEPARTMENTS



FUNCTIONAL DEPARTMENTS

HUMAN RESOURCE

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. They continuous

developmental programs for all the employees.

Currently Big Bazaar malleshwaram is employing 500. There are four shifts for the

employees. The first shift employees arrive at 9:30 in the morning and leave at 6:30 in the

evening, while the second shift employees report at 8:30 in the morning and leave at 5:30.

Then there is shift from7:30 to 4:30and then from 10:30 to 7:30 and finally the last shift starts

from 1:30 in the afternoon and goes on till the time of store closing I.e.10 :00 in the evening.

The following are the main source though which Big Bazaar recruits its employees are

recruited through private consultants. They are usually appointed as Department Managers.

Walk In

This is the main source through which Big Bazaar recruits its employees. People seeing 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.


Source of recruitment


Employee Referrals:

This is the other main source through which employees are selected.

Candidates who have given their previous employer as referrals are interviewed and from

their previous employer, opinion is taken about their behaviour and performance in the job. If

they receive a positive opinion from their previous employer they are selected.

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 following is the selection procedure that the HR department practices to hire its

employees.

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 employee.

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.

Group Discussion



In campus recruitment students are involved in a Group Discussion, where they will be a

given a topic on which the group ahs 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

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 a probation period of 6

months the performance of the employee. If the employee’s performance is good and

encouraging, the employee’s services will be confirmed

Compensation & Rewards:

The employees are rewarded suitably with attractive packages.

The salary of an employee includes basic pay, HRA, special allowance, OF, ESI, Med claim

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 the 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 theses 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%.



Leave 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

employee can take which is known as All Purpose Leave (APL).

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



MARKETING DEPARTMENT

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. This maintaining good relationship with the customers is the

customers is the key to business success and hence the concept relationship marketing.

Traditionally, marketers have located their target market segments, presented their offer, and

made the sales. It always has 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.


HR


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.

The marketing department is responsible for marketing of Big Bazaar product 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

company 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 the 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.

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. Focusing on categories

also held to achieve a level of perfection within the specific segments.



PRODUCT MIX

PRICING

Value pricing(EDLP)

Promotional pricing

o Psychological discounting

o Special event pricing

Differentiated pricing time pricing

Bundling



PLACE

Initially identifies future/ potential development areas.

Acquisition such areas at an early phase before the real estate value boom

Located at high traffic areas.

Designed to look crowded

PROMOTION

“Saal ka Sabse sasta 6 din”

Pay back card

Advertising ( print ads, TV ads , radio)

Exchange offer

Weekend discounts

Points of purchase promotion

SOME OF THE OFFERS AT BIG BAZAAR

Wednesday Bazaar

The concept of Wednesday Bazaar was promoted as ‘Hafte Ka Sabse Sasta Din’ (Cheapest

Day of the Week). Initiated in January 2007, the idea behind this scheme was to draw

customers to stores on Wednesdays, the day when consumer presence is usually less.

According to the chain, the aim of the concept was ‘to give homemakers the power to save

the most.

Sab se Sasta 6 Din

Big Bazaar introduced ‘Sabse Sasta Din’ (Cheapest Day) with the intention of attaining a

sales figure of Rs 26 crore in a single day. The concept became such a hit that the time period

for the offer had to be increased from one day to three days in 2009 (January 24 to 26) and to

five days in 2011 (January 22 to 26).



MahaBachat

The concept of ‘MahaBachat’ (Mega Saving) was introduced in the year 2006 as a single day

campaign with attractive promotional offers across the company outlets. Over the years, the

concept has grown to become a six-day biannual campaign. During this campaign, attractive

offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic

Bazaar and Furniture Bazaar.

The Great Exchange Offer

Introduced on February 12, 2009, ‘The Great Exchange Offer’ allows customers to exchange

their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand

new goods from Big Bazaar outlets across the nation.



FINANCE DEPARTMENT

The department consists of one Finance manager, one Assistant Finance manager, four

Department Finance Heads who also play role of team Leader sand there are 26 cashiers in

the store who are working in two shifts. Finance is the life blood of any business. The

Finance department is also responsible for collecting and depositing the cash received in the

company‘s bank account daily.

LOGISTICS DEPARTMENT

Logistics is a very important department of Big Bazaar. It is responsible for procuring the

stock of all the products of the different departments. The logistics department receives the

goods from the warehouse. The Warehouse of Big Bazaar for the entire South zone is located

at Hosakote, Karnataka. The logistics department receives the stock of different goods and

verifies the quantity and quality of the goods with the particulars given in the Goods

Received Statement which it receives along with the stock. Then it checks for any damage in

the stock received. If there is no damage in the stock, after recording it in the Stock Inward

Register dispatches the goods to the specific department taking the signature of the

Departmental Manager. 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 in the Stock Outward Register and

sends it back to the warehouse along with a Goods Returned Note giving full information

regarding the reason for returning back the goods and the defect or damage in the goods.

The logistics department receives two truckloads of stock every day. It is the respective

departmental Managers who place an order to the Zonal head office through e-mail for stock

of goods when they feel that the stock has to be replenished. The logistics department works

in complete coordination with all the other departments to ensure that the stocks are received

and maintained properly continuously for the smooth functioning of Big Bazaar and avoid

any inconvenience to the customers.

SALES DEPARTMENT

This department is responsible for the collection of sales amount i.e., cash sales. There are 9

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

customer’s 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.

ADMINISTRATION DEPARTMENT

In this department the Team Members may be the maintenance, housekeeping, security. 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. 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 employee‘s attendance register, stock register, and 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 good stock minimizes 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.



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.

CUSTOMER SERVICE DESK

The customer service desk is for the helping the customer at every need. It provides facilities

like free home delivery, free gift wrapping, free alteration, exchange counter, customer help

line, announcement and customer help desk.



CHAPTER 4

SWOT ANALYSIS



SWOT ANALYSIS

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 to the scale of business

.

Weaknesses:

High cost of operation due to large fixed costs.

Failing revenue/sq.ft

Unable to meet store targets

Unavailability of popular brands

Opportunities:

Lot of potential in the rural market.

Can enter into production of various products due to its in depth understanding of customer’s tastes and preferences.



Can expand the business in smaller cities as there is a lot of opportunity. Evolving consumer preference in recent years Organized retail is just 4.15% of the total pie chart

Threats:

High business risk involved.

Lot of competitors coming up to tap the market potential.

Margin of business reducing all the time.

Unorganized retail sector of India

Customers losing their trust in the company due to supply of substandard products

Many major players are foraying into the retail sector like Wal-Mart, Reliance; D-mart etc.which may hamper their margins.



CHAPTER 5

ETHICAL POLICIES IN THE ORGANISATION



ETHICAL POLICIES IN THE ORGANISATION

Ethics in retailing pose certain critical issues. Retailers may use certain ethical standards that

guide decision making when confronting questionable situations that may not be covered by

law. Retail sales have been selected as an important frame of reference as the retail

salespeople are likely to encounter situations that could be ethically troublesome. Big Bazaar

is an organization where customers are considered as God and they themselves consider as

Temple. This proves how well they treat and value their customers. They try to provide

superior services to the end users in terms of products and after sale. They even focus on

procurement of products based on community around.

Big Bazaar never compromise on the quality of products been offered to the customers.

Especially the F&V department ensures that they bring in fresh stocks every day. Big Bazaar

also does not serve customers with products close to expiry unlike other retailers.

Big Bazaar strongly believes in tradition and culture of India, thus adopting much of the

elements from the same. Apart from the ‘Temple and God’ this has been shown in the

designations even, the unit manager is known to be the ‘Karta’.

The organization has their set of policies to inculcate a common culture among the staffs. The

staffs are managed well with reasonable packages and allowances. They have their time for

enjoyment and pleasure trips. They even conduct programs among themselves which has the

involvement of every individual irrespective of their designations. The management also

provides an opportunity to the staffs every day, to meet the Karta on any of grievances they

face. This is to ensure the internal issues in the organization among employees.

The organization ensures Equality and Justice for the employees and makes them feel that

they are much concerned and respected. The organization strictly focuses on the grooming of

every staffs so as to create a good reputation. This is being monitored on a regularly basis.

The head officials do give opportunity to employees to make decisions. Apart from these the

management makes sure that employees are not over loaded with the work.



There is a set of policies and ethics followed in transfer of information from one department

to another as well as to the external players like suppliers that make sure of accuracy helping

to take right actions if necessary. The organization focus on individual honesty and ethics in

their conduct, including ethical handling of actual or apparent conflicts of interest between

personal and professional relationships.

As a part corporate social responsibility the management also protects the company assets

that in turn protect the interests of the stakeholders. This increase company image and value

in them.

The pricing standard also plays a very crucial role in any retailing. Big Bazaar set their

pricing considering various economic aspects apart from the cost of acquiring the products.

They have a specified standard that ensures customer satisfaction more than the profit.

With all its policies and practices, Big Bazaar strictly follows the rules and regulations

prescribed by the government and helps in the economic growth as a whole.

Thus Big Bazaar has got a set of policies and principles that supports ethics, values,

responsibility towards its stakeholders to run the organization smoothly and effectively.



CHAPTER 6

SPECIAL TASK



SPECIAL TASK CONDUCTED ON THE FAILURE OF MAHABACHAT AT BIG BAZAAR

Introduction:

In the broadest sense, Big Bazaar is the pioneer of organized retailing in India and has been

successful in creating many new consumption occasions, which offer unbeatable value to the

Indian middle class people. One of such landmark properties is the Mahabachat, which has

been designed to spur consumption both in value and in volume around the Independence

Day holiday. This year the challenge was to instil confidence into the hearts of the customers

when the weakening rupee was dampening consumer spending. Over the years, the effect of

inflation had moved beyond the kitchen to oil prices, fashion, education and entertainment,

leading to an increase in the cost of living. At the same time consumer aspirations were also

on the rise, resulting in an overall state of dissatisfaction. As a solution to the current

consumer angst, they empowered their consumers with a concrete solution of Mahabachat.

The resolve of victory on weakening rupee by participating in Mahabachat was brought alive

through the optimistic call to action- “mehengai par halla Bol”. With the prices of everything

going up, what you get for your money today is lesser. The monthly budgets are getting

tighter; your shopping bags are getting lighter. But these 6 days of Mahabachat in Big Bazaar

from 10th to 15th August, will be an opportunity for the customers to maximize the power of

their money by filling their shopping carts with great products at unbeatable prices, i.e. from

electronics to household items, food & grocery items to fashion apparel, kitchenware to home

décor, Big Bazaar’s Mahabachat will help customers to reap maximum saving with

unbelievable offers and discounts.

Therefore, all in all Mahabachat is a testimony to the companies’ belief in providing

maximum savings and value to the customers. The major concern among the people is the

weakening of the Indian rupee which directly affects the prices of regularly purchased

products and monthly budget of every household. So this year’s Mahabachat is about

maximizing the power of your rupee and giving customers much more within their budget.

The idea is to help our customers to shop and stock in bulk during big sale days like

Mahabachat.



TOPIC/STATEMENT OF THE PROBLEM:

Study on the Effectiveness of the Mahabachat Scheme to increase the sales.

Objectives:

Effectiveness of the Mahabachat Scheme.

To familiarize with the large retailing business organizations.

To understand the practicalities of organising & launching an event like Mahabachat.

METHODOLOGIES:

The modus operandi included constant interaction with the manager and staffs. The study

includes the survey with the aid of questionnaire, taking the customers as the respondents.

The secondary data were collected from the company’s website, official booklets, magazines

etc.

SOURCE OF DATA:

Primary data was the only source used to complete this project. So, all the data are collected

with help of primary sources only.

PRIMARY DATA

Primary data are those data collected by the investigator directly from the respondents.

Primary data for this study was collected directly from managers and staffs by means of

questionnaire and discussions and direct observations. Secondly the sampling technique

(Simple Random Sampling) was also applied.

ANALYSIS AND DATA INTERPRETATIONACHARYA INSTITUTE OF MANAGEMENT AND SCIENCES


1. Who are my customers?

AGE GROUP

25-35 20-25 35-45 45-55 55+0

5

10

15

20

25

Series1Series2

AGE GROUP

RESPONDENT

PERCENTAGE

25-35 20 29%20-25 19 27%35-45 18 26%45-55 11 16%55+ 2 3%Total 70 100%

Inference-The chart above shows that majority of the customers i.e. 75% belong to

the age group of 25-45 and they are the actual customers of big bazaar who visits

frequently and make the purchases.

2. How far do you stay from the store?



3-6kms 0-3kms 6-10kms 10-15kms 15+kms0

5

10

15

20

25

30

Series1Series2

3-6kms 28 40%0-3kms 26 37%6-10kms 10 14%10-15kms 5 7%15+kms 1 1%Total 70 100%

Inference-In the above chart, it shows that there are about 80% of people i.e. majority

of the customers are staying within the radius of 0-6kms from Big Bazaar hence, it’s

understood that it’s easier for them to come and shop at Big Bazaar.

3. Frequency of visiting the store?

Wednesday Weekends Once a month twice a month Rarely0

5

10

15

20

25

30

35

Series1Series2



Wednesday 32 46%Weekends 29 41%Once a month 6 9%twice a month 1 1%Rarely 2 3%Total 70 100%

Inference-Here, the chart shows that near about 90% of people make sure that they

visit the store on Wednesday as there is a special offer on every Wednesday i.e. “hafte

ka sabse sasta din” which attracts most of the people so, they try to visit mainly on

these days but there are also people who makes visits on weekends as there are offers

on weekends also which makes them to visit on weekends and moreover its week off

for the people who are working so, that itself proves it.

4. How did you come to know about mahabachat?

Newspaper Word of Mouth

TV radio Others0

5

10

15

20

25

30

35

Series1Series2

Newspaper 31 44%Word of Mouth 23 33%TV 7 10%radio 7 10%Others 2 3%Total 70 100%

Inference-This chart shows that most of the people i.e. 80% of people came to know

about the mahabachat offer from the newspaper as well as from word of mouth as



they used to read the newspapers regularly so this made them to know about the

mahabachat offer.

5. Are you satisfied with the offers and discounts on products?

1 20

10

20

30

40

50

60

Not SatisfiedSatisfied

Not Satisfied 49 70%

Satisfied 21 30%Total 70 100%

Inference-The data shows that majority of the customers i.e. 70% of people were

dissatisfied with the offers and discounts on products the reason given was they were

not happy with store arrangement particularly the apparel section and staples which

was very congested and people were feeling claustrophobic as there were no space to

walk even. And the most important the offers didn’t feel much satisfying according to

them most of the offers focused to family and didn’t paid any attention to the single

living people who were searching for some good offers buy get any. The cash

counters were not managed properly and which caused lot of confusions. The queue at

the counter was also a sign of dissatisfaction.

6. Do you find a better purchase offers on any other stores?



1 20

5

10

15

20

25

30

35

40

45

50

YesNo

Yes 44 63%

No 26 37%Total 70 100%

Inference-The above table shows that nearly 63% of people said yes and found better

offers on other stores like brand factory and reliance and even online also had better

purchase offers so, this was the statement given by the respondents on being asked for

the reason going for other options.

7. Which section did you spend most of your time while shopping?

F&V Staples Fashion Electronics Others0

5

10

15

20

25

30

35

Series1Series2



F&V 32 46%

Staples 18 26%Fashion 15 21%

Electronics 3 4%

Others 2 3%

Total 70 100%

Inference-The above chart shows that about 90% of people visited the (fruits and

vegetables) F&V section while shopping, the reason given was most of the people

said like F&V is the most essential among the others and its needed everyday so, that

makes them to visit and buy more than others and the prices of F&V are also quite

good compared to other stores.

8. The monsoon disrupts the shopping decision.

Agree Strongly Agree Disagree Strongly Disagree

0

5

10

15

20

25

30

35

Series1Series2

Agree 29 41%Strongly Agree 21 30%



Disagree 13 19%Strongly Disagree 7 10%Total 70 100%

Inference-The above table depicts that near about 70% of people agrees to the fact

that they didn’t visited the store because of the monsoon as it was difficult for them to

get out at the time of rain so, most of the people decided to stay back at home and

dropped their plan to shop.

9. It was easy to reach the products-arrangements in the shelf.

Disagree Agree Strongly Disagree

Strongly Agree0

5

10

15

20

25

30

35

Series1Series2

Disagree 30 43%

Agree 21 30%Strongly Disagree 12 17%Strongly Agree 7 10%Total 70 100%

Inference- The chart above shows that majority i.e. 43% of people disagrees to the

question that the products were easy to reach as the people found it difficult in

reaching the products that they wanted and moreover, it was messy and congested so,

there was not much space to walk.

10. Was the salesperson helpful in conveying the details of the products?



Strongly Disagree

Disagree Agree Strongly Agree

0

5

10

15

20

25

30

35

Series1Series2

Strongly Disagree 29 41%Disagree 28 40%Agree 11 16%Strongly Agree 2 3%Total 70 100%

Inference-The above chart shows that nearly 41% of people strongly disagrees to the

fact that the salesperson was helpful in conveying the product details to them as the

salesperson was not having much of the product knowledge and was finding difficult

to convey it to the customers and also the communication skill was also not good

while talking to the customers which the customers think has to be improved.

11. Prices were less compared to other stores?



Disagree Strongly Disagree

Agree Strongly Agree0

5

10

15

20

25

30

Series1Series2

Disagree 26 37%

Strongly Disagree 21 30%Agree 14 20%

Strongly Agree 9 13%

Total 70 100%

Inference-The table above shows that most of the people i.e. 70% of people disagrees

to the question that the prices were less compared to other stores as many better deals

were there in other stores like reliance, brand factory and even online.

12. Were you satisfied with the choice/brands available for the following?



De-part-

ments

F&V Apparels Home Fashion

Staples PUC Furniture0

10

20

30

40

50

60

70

80

Series1Series2Series3Series4

Departments Yes No Total F&V 48 22 70 Apparels 12 58 70 Home Fashion 17 53 70 Staples 42 28 70 PUC 33 37 70 Furniture 15 55 70 Electronics 17 53 70

Inference-In the above shown chart most of the people spend time in shopping the F&V section and i.e near about 48 of respondents and were satisfied while 58 people didn’t even visited the apparel section which also supported by 53 people who didn’t spend any time in the home fashion section. But, on the other hand, in staples section quite a number of people visited and made purchases while in the PUC section it was dicey as the people visited and also not visited but never the less some bought some didn’t make any purchase. On the flipside, the furniture section was in a deserted look as nobody even thought of visiting the furniture section because of lack of new designs so, many people i.e. near about 55 repondents were dissatisfied with the choice/brands available and for the electronics section it was understood that without new models and brands no person is going to come as people are more of tech savvy these days so, people more of dissatisfied with the choice and brands available in the stores.



CHAPTER 7

FINDINGS, CONCLUSIONS, AND SUGGESTIONS



FINDINGS

ORGANISATIONAL STUDY

Big Bazaar is a place which provides good shopping experience to the customers that make

them a good retail image but on the contrary, there are some shortcomings that pull down the

company which has been founded and they are as under:

OPERATION DEPARTMENT

1. The store is located at the heart of the city making it easier for the customers to come

and make the purchase.

2. Big bazaar has a very strong logistics department where the products are brought very

carefully and they are verified twice and thrice and then it is sent to the respective

stores.

3. The inventories are not managed properly by the employees working there rather

they are handled very roughly which causes damage to the products which causes lot

of losses to the company and are considered as shrinkage.

4. The merchandising of the products are done properly and seems to be effective as

customers are happy with the products arranged though at times rearrangement causes

lot of disturbance to the customers.

5. Availability of brands is very less compared to the other store which pulls down the

sales of the customers.

6. Home delivery services in Big Bazaar seem to have failed to reach the mass people.

7. Queue at the cash counter is another issue that creates a mess and wastes time.

HUMAN RESOURCE DEPARTMENT

1. The employees are paid very low compared to the other stores which is also a reason

for the employees for not doing the work efficiently and effectively as it seems that

the employees are not satisfied with the salaries that they are paid.



2. For a healthy functioning of any organisation it is very much necessary for companies

to motivate their employees whenever needed which was not to be seen and which is

also one reason for the downfall of big bazaar.

3. The rules and regulations are not followed by the employees when it comes to timings

and the code of conduct as they were more seen doing the things they shouldn’t be

doing particularly the dress code, language, and the behaviour.

4. The grievances were not heard properly by the HR department and moreover they

were dealt roughly.

MARKETING DEPARTMENT

1. Apart from weekends, Wednesday has the significance in pulling the customers and in

increasing the sales, Wednesday being declared as “sabse sastha din”.

2. Over 60% of Wednesday sales come from the F&V (Fruits & Vegetables) section and

also some is contributed by the Food Bazaar.

3. The salesperson is found to be less productive; they lack the product knowledge and

communication skills that affect the sales badly.

4. The music and the announcement made does not suit the store environment in fact

disappoints the customers.

5. Big Bazaar focus on merchandising greatly especially on public holidays that attract

the customers.

CULTURE & VALUES

1. Big Bazaar strongly believes in tradition and culture of India, thus adopting much of

the elements from the same. Apart from the ‘Temple and God’ this has been shown in

the designations even, the unit manager is known to be the ‘Kartha’.

2. The organization has their set of policies to inculcate a common culture among the

staffs. The staffs are managed well with reasonable packages and allowances. They

have their time for enjoyment and pleasure trips. They even conduct programs among

themselves which has the involvement of every individual irrespective of their

designations. The management also provides an opportunity to the staffs every day, to



meet the Kartha on any of grievances they face. This is to ensure the internal issues in

the organization among employees.

3. The organization ensures Equality and Justice for the employees and makes them feel

that they are much concerned and respected.

4. Products are stored and made available based on the community outside.

5. During the festival seasons, the offers are promoted according to the culture and

community around to attract most of the customers.

CORPORATE SOCIAL RESPONSIBILITY

1. Big Bazaar tries to ensure customer satisfaction on every transaction of products

considering the ethical aspects of pricing, quality etc.

2. CSR activities like conducting exhibitions promotes students at the school level to come

up with creative ideas

3.



FINDINGS

SPECIAL TASK

1. Majority of the customers are youngsters and they are the actual customers of Big Bazaar

Thus, proving that youth are the main target customers who visits frequently.

2. From the study, it was found that most of the customers stay within the radius of 3- 6kms

and were keener to come and shop at big bazaar as it’s nearby to their place of residence.

3. The research made it clear that most of the customers make sure that they visit on

Wednesdays and weekends as there are many offers on Wednesdays and weekends which

attracts many customers.

4. It was also found that the offers particularly the mahabachat offers are reaching to the

customers whatever be the sources be it the newspapers, hoardings, TV, or be it the word

of mouth.

5. The study also gave light to the fact that 70% of people were dissatisfied with the offers

and discounts on products, reason being the mismanagement inside the store particularly

at the cash counter and the product arrangements. There were sections particularly the

staples where the offers limited to family purchases. Lack of sales person at service. Lack

of sizes on men’s apparels etc.

6. It was also found that most of the customers had better purchase options on other stores

like at reliance, brand factory, and online.

7. From the study, it was clear that customers mostly visited the F&V (Fruit & Vegetable)

section because of the necessity and the prices which were also good.

8. The research also made it clear that monsoon was one of the main factors which pulled

down the sales volume of big bazaar during the mahabachat offer period as the monsoon

took a toll on the customers but nevertheless some people somehow managed to make the

visit at big bazaar.

9. The research also made it clear that the products were not reachable to the customers as it

was messy and congested and had stains and dust on them.

10. It was found that most of the customers were dissatisfied with the salesperson in

conveying the details of the products.



11. The study also cleared the air about the prices which were said to be much lesser

compared to other stores which is not true as other stores had better deals for instance,

like brand factory, reliance and even the online stores etc.

12. From the study, it was found that most of the customers had inclination towards the

F&V(Fruit &Vegetable) and Staples section compared to other sections as they did better

sales than other section though other sections contributed to some extent but at the end of

the day F&V and Staples managed to get some figures to big bazaar.



CONCLUSION


After my study at big bazaar I have come to the conclusion that big bazaar is known for its

great sales and offers that attracts most of the customers of big bazaar. And this attractive sale

generates figures for the big bazaar but the only problem is these sales or the offers are

mostly family centric rather single living. And considering the fact that there are a lot middle

class families in India, Big bazaar has a huge impact on the middle class section of India, the

prices, quality and sales strategy has helped in getting the middle income groups getting

attracted towards Big Bazaar.

The location of Big Bazaar has been mainly in the heart of the city which automatically

increases the sales of the store. The prices of the products are also competitive to some extent

which is also an attraction for the customers. Providing quality at low prices and having

different types of products for different income groups is also another advantage to the store.

Though Big Bazaar had wide variety of offers on products with different prices and different

qualities but the study suggests that 70% of people are dissatisfied with those offers as they

were mostly family centric and didn’t concentrated on single living and prices were not much

attractive which pulled down the sales volume particularly on mahabachat.

Big Bazaar is not known for high class service. The staffs recruited is not very well trained

and the billing queues take a long time to move, this irritates customers which makes them

visit the store more seldom. As mentioned above, the main customers are middle income and

a few high income groups, the elite do not like to shop at Big Bazaar as the quality of goods

is lower and they would prefer a higher price and get a better brand, this decreases sales from

the elite class. The store layout and the assortment of goods is not the best at Big Bazaar, as

the quantity of goods sold is more, the arrangement and assortment of goods in the store is

the greatest. Hence, at times customers find it hard to find what they require; this leads to

dissatisfaction of customers.

Therefore, all in all big bazaar has to work on all the departments and aspects to get

through the downfall that it has been going through all along.



CONCLUSION

SPECIAL TASK

The study on “The Effectiveness of the Mahabachat Scheme” was conducted in the Big

Bazaar, Malleshwaram, Bangalore taking a sample of 70 customer’s feedback. The study

could analyze the customer response to the effectiveness of Mahabachat Scheme. The

research could find the techniques, policies and measures adopted by the company to ensure

that the Mahabachat is not a failure. The study has also analyzed the response and satisfaction

that the customers have throughout their shopping. The research helped to know the

preparation and implementation of planogram over the floors, especially at the time of

festival days, that let the sales go up.

The Mahabachat Scheme was not effective due to frequent Re-arrangement of products

which disturbs the customers and makes them difficult to shop thereby proving non-efficient

use of the floor space. Here, the products are not accessible to the customer which makes

them difficult to reach their choice of brands and products and more over the place is more

like congested which make it difficult for the customers to walk through the store. The open

space in the floor creates a comfortable and pleasant shopping experience for the customers

though this space could be used for making new cash counters to reduce the queue and

confusions.

Thus, the research study over the topic helped to explore the knowledge on the retailing

business that keenly focuses to pull customer’s eyes towards their products.



SUGGESTIONS


1. Advertising is the basic and most prominent tool to increase the awareness of the

product. So, Big Bazaar should use this tool to increase their share in the market.

2. Retail business is successful only when they have a good customer services. Customer

loyalty can only be gain by providing good or satisfied services to the customers.

3. Sometimes customers take on the spot decision of buying different products because

of the various attractive products displays. So, pretty combination with good services

should be done to retain customers.

4. Quality plays a major role because customers want a quality product and that’s also

the one of the reason for most of the customers sticking to particular brand.

5. Sales person has to be trained and educated well to deal with the customers and clear

their confusions thereby persuading them to make the purchase.

6. More variety and brands have to be introduced in different sections to attract more

and more customers as customer taste and preferences changes day by day.

7. More cash counters to be introduced so that the queue and crowd at the front could be

reduced thereby minimizing the chaos and confusions occurred.

8. Discount offer days like Mahabachat have to be organized considering the season,

Monsoon being a lazy period for people to come out and shop.

9. Maintenance department has to make sure the products on shelves are dust/stain free.

10. The discounts and offers over the products must not be family centric alone, instead

should focus on single living.

11. Frequent rearrangement of products on the floors disturbs the regular visitors and thus

has to be taken care of.

12. This is an age where people look for the product to reach them on their need and not

vice versa. Thus the Home delivery service offered by Big Bazaar has to reach in

every people around.



SUGGESTIONS

SPECIAL TASK

1. As the customers are considered to be the king therefore, it must be noted that more

and more new customers must be brought in to increase the sales rather focusing on

one particular age group.

2. Advertising is the basic and most prominent tool to increase the awareness of the

product. Thus, Big Bazaar must use this tool to bring in more new customers from

other parts of Bangalore.

3. The offers has to be focused more on single persons rather than being family centric

offers.

4. The offers are reaching to the customers but there are certain benefits like the home

delivery system which is not known to many of the customers so, this has to

strengthened.

5. More cash counters to be introduced so that the queue and crowd at the front could be

reduced thereby minimizing the chaos and confusions occurred.

6. Better purchase offers have to be introduced to compete with the competitors like

brand factory, reliance and online sites to attract more new customers.

7. Like the F&V section the customers must be persuaded to spend more time in other

section as well like electronics, PUC, Fashion etc.

8. Discount offer days like Mahabachat have to be organized considering the season,

like monsoon being a lazy period for people to come out and shop.

9. The products has to be arranged properly in the shelves and must be accessible to the

customers so that it could reach maximum number of customers and also these

products has to be kept dust and stain free.

10. The sales persons must be educated about grooming and on how to carry themselves

at the store as well to be courteous towards each other rather being involved in any

kind of verbal fights which is quiet common at the store.

11. The prices of the products have to be much more competitive compared to other

stores to be in the market.



BIBLIOGRAPHY

BOOKS REFERRED-

Retailing Management, Barton Weitz

WEBSITES REFERRED-

www.futurebazaar.com www.futuregroup.in www.wikipedia.com


http://www.wikipedia.com/

http://www.futuregroup.in/

http://www.futurebazaar.com/


ANNEXURE

These are few questions that would not take more than 5 minutes of your time. I hope the

response would be honest and unbiased.

Tick whichever option you find appropriate

1. Who are my customers?#Age group-a) 20-25b) 25-30c) 30-35d) 35-45e) 45-55f) 55+

2. How far do you stay from the store?a) 0-3kmsb) 3-6kmsc) 6-10kmsd) 10-15kmse) 15+ kms

3. Frequency of visiting store?a) Wednesdayb) Weekendsc) Once a monthd) Twice a monthe) Rarely

4. How did you come to know about Mahabachat?a) Newspaperb) TVc) Mouth to Mouthd) Radioe) others

5. Are you satisfied with the offers and discounts on products?a) Satisfiedb) Not satisfied

6. Do you find a better purchase offers in any other stores?a) Yesb) No



7. Which section did you spend most of your time while shopping?a) Fashion b) F&Vc) Staplesd) Electronicse) others

8. The monsoon disrupts your shopping decision.a) Strongly agreeb) Agreec) Disagreed) Strongly disagree

9. It was easy to reach the products- arrangements in the shelf.a) Strongly agreeb) Agreec) Disagreed) Strongly disagree

10. Was the salesperson helpful in conveying the details of the products?a) Strongly agreeb) Agreec) Disagreed) Strongly disagree

11. Prices were less compared to other stores.a) Strongly agreeb) Agreec) Disagreed) Strongly disagree

12. Were you satisfied with the choice/brands available for the following?

Feedback about the mahabachat “Big Day” (10-15th august)?

.......................................................................................... …………………………………………………………………..

………………………………………………………………...... ACHARYA INSTITUTE OF MANAGEMENT AND SCIENCES

Departments Yes NoF&VApparelsHome FashionStaplesPUCFurnitureElectronics

Internship Project Final

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Transcript of Internship Project Final