ANINTERNSHIPREPORT

SubmittedtotheAnnamalaiUniversityinpartialfulfillmentoftherequirementsforthedegree

MASTEROFBUSINESSADMINISTRATION

SubmittedBySUMANTOSHARAN

(AB–9040)

UndertheGuidanceof

Mr.SivadasNambiar,MBA.

RamaiahInstituteofManagementStudies.

NewBELRoad,MSRITPost,MSRamaiahNagar

Bangalore,Karnataka560054

2009­2010

ACKNOWLEDGEMENT

Iwould like toexpressmydeepsenseofgratitude toouresteemedDirectorMr.RPattabhiram., forprovidingmewithagreatopportunityToundertake thisInternship.

IexpressmysincerethankstoDeanDr.Rajaramandmyguideforhiskindencouragement,guidanceandvaluableinstructionthroughouttheproject.

IexpressmysincerethankstomyGuide,

Mr.SivadasNambiarProfessorofRamaihInstituteOfManagementStudieswhoseguidanceandsupportrenderedthroughoutthisinternship helpedmeinsuccessfulcompletionoftheInternship.

Iwouldliketoextendmyheartfeltthankstoallmyfamilymembersandfriendsfortheirsupportandencouragement,withoutwhichtheinternshipwouldnothavetakenthepresentshape.

IexpressmythankstoMr.SantoshHRofBigBazaar,HebbalandemployeeofBigBazaar for theirkindco‐operationwithoutwhich the internship wouldnothavebeencompleted.IalsothanksthosewhohavehelpedmedirectlyorindirectlytocompletethisInternship.

‐ThankYou‐

EXECUTIVESUMMARY

Pantaloon Retail (India) Limited, is India’s leading retailer thatoperatesmultipleretailformatsinboththevalueandlifestylesegmentoftheIndianconsumermarket.HeadquarteredinMumbai(Bombay), thecompanyoperates over 12 million square feet of retail space, has over 1000 storesacross71citiesinIndiaandemploysover30,000people.

Thecompany’s leadingformats includePantaloons,achainof fashionoutlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, asupermarket chain, blends the look, touch and feel of Indian bazaars withaspects ofmodern retail like choice, convenience and quality and Central, achainofseamlessdestinationmalls.Someof itsotherformats includeBrandFactory,BlueSky,aLL,Top10andStarandSitara.Thecompanyalsooperatesanonlineportal,futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited,operatesHomeTown,alarge‐formathomesolutionsstore,Collectioni,sellinghome furniture products and eZone focussed on catering to the consumerelectronicssegment.

PantaloonRetailwasrecentlyawardedtheInternationalRetailerofthe Year 2007 by the US‐based National Retail Federation (NRF) and theEmergingMarketRetaileroftheYear2007attheWorldRetailCongressheldinBarcelona.

PantaloonRetailistheflagshipcompanyofFutureGroup,abusinessgroupcateringtotheentireIndianconsumptionspace.

As a part of my MBA curriculum I have done my internship

training atPantaloon Retail (India) Ltd –Big Bazaar , Hebbal Bangalore,

India. In this report I amgoing to sharemyexperience in that company for

theperiodof90days fromOctober toDecember.Duringmy internshipmy

projectTitlewas“SystematicOrganizationStudy”.

Need for the Study

This Study is taken up to fulfill the requirement of M.B.A degree course of Annamalai University. The training is undertaken during October 2009 to December 2009 and the main purpose of the training is to know the application of the theoretical aspects in our course in the corporate environment and gain firsthand experience and expose ourselves to corporate policies, ethics, culture, practices, procedures, facts about the work culture and policies of the Organization.

Objectives of the Study 1) To understand the organization structure or hierarchy of the company.

2) To understand the working of the various departments.

3) To enable us to gain an insight into the corporate world.

4) To understand the various responsibilities and duties carried out by each department.

5) The Study is aimed at understanding how an organization practically works in the real situation.

Scope of the Study

This report is based on the study conducted at Big Bazaar - Hebbal, Bangalore. It aims at understanding the company’s establishment, organization structure, departments, techniques, marketing strategies and the advantages it is having over the competitors.

An attempt is made to analyze the company’s performance in comparison to the theoretical aspects.

it aims to understand the skills of the company in the areas like technological advancements, competition and in management.

Methodology adopted for the Study

• Observing the working of various departments like finance, CSD , human resource, Logistics etc.

• Discussion with the company executives, managers and employees.

• Visiting and surfing websites of the company.

Sources of Data

i) Primary data

ii) Secondary data

(a) Primary Data The data collected for the first time through observation and interview method. The data is collected by observing the working of various departments and also by interviewing the managers of all the departments. It is also obtained by the help of staff members.

(b) Secondary Data The data is collected by secondary sources also. The data is collected through company manual, product brochure, company website and annual report.

INDUSTRYPROFILE

INTRODUCTION

Retail means selling goods and services in small quantities directly tocustomers.Retailingconsistsofallactivitiesinvolvedinmarketingofgoodsand

servicesdirectlytoconsumerfortheirpersonnelfamilyandhouseholduse.

The Indian retail market, which is the fifth largest retaildestinationglobally,hasbeenrankedasthemostattractiveemergingmarket for investment in the retail sector by AT Kearney's eighthannualGlobalRetailDevelopmentIndex(GRDI),in2009.Theshareofretail trade in the country's gross domestic product (GDP) wasbetween8–10percentin2007.Itiscurrentlyaround12percent,andislikelytoreach22percentby2010.

Withrisingconsumerdemandandgreaterdisposableincome,theUS$400billionIndianretailsectorisclockinganannualgrowthrateof30 per cent. It is projected to grow to US$ 700 billion by 2010,according to a report by global consultancyNorthbridgeCapital. Theorganisedbusinessisexpectedtobe20percentofthetotalmarketbythen.In2008,theshareoforganisedretailwas7.5percentorUS$300millionofthetotalretailmarket.

A McKinsey report, 'The rise of Indian Consumer Market',estimatesthattheIndianconsumermarketislikelytogrowfourtimesby 2025. Commercial real estate services company, CBRichard Ellis'findingsstatethatIndia'sretailmarkethasmoveduptothe39thmostpreferredretaildestinationintheworldin2009,upfrom44lastyear.

Banks, capital goods, engineering, fast moving consumer goods(FMCG), software services, oil, marketing, power, two‐wheelers andtelecomcompaniesareleadingthesalesandprofitgrowthofIndiaIncinthefourthquarterof2008‐09.Indiacontinuestobeamongthemostattractive countries for global retailers. Foreign direct investment(FDI) inflows as on September 2009, in single‐brand retail trading,stood at approximately US$ 47.43 million, according to theDepartmentofIndustrialPolicyandPromotion(DIPP).

India'soverallretailsectorisexpectedtorisetoUS$833billionby2013andtoUS$1.3trillionby2018,atacompoundannualgrowthrate(CAGR)of10percent.Asademocraticcountrywithhighgrowthrates, consumer spending has risen sharply as the youth population(morethan33percentofthecountryisbelowtheageof15)hasseenasignificantincreaseinitsdisposableincome.Consumerspendingroseanimpressive75percentinthepastfouryearsalone.Also,organisedretail,whichispeggedataroundUS$8.14billion,isexpectedtogrowataCAGRof40percenttotouchUS$107billionby2013.

Theorganisedretailsector,whichcurrentlyaccountsforaround5per cent of the Indian retail market, is all set to witness maximumnumberoflargeformatmallsandbrandedretailstoresinSouthIndia,followed by North,West and the East in the next two years. Tier IIcities like Noida, Amritsar, Kochi and Gurgaon, are emerging as thefavoured destinations for the retail sector with their huge growthpotential.

Further,thissectorisexpectedtoinvestaroundUS$503.2millioninretailtechnologyservicesolutionsinthecurrentfinancialyear.ThiscouldgofurtheruptoUS$1.26billioninthenextfourtofiveyears,ataCAGRof40percent.

Indiahasemergedthethirdmostattractivemarketdestinationforapparel retailers, according to a study by global managementconsultingfirmATKearney.TheNorthbridgeCapitalreportstatesthatapparelisthe"largestorganisedretailcategory",accountingfor39percentoftheorganisedmarket.It isgrowingattherateof12to15percentannually.Organisedapparel retail isprojected to touchUS$200millionby2010fromthecurrentworthofUS$120million,thereportnoted.

Experts agree that apparel, along with food and grocery, isleading thegrowthoforganisedretailing in India.Theresultsof thepastquartersupportthesefindings.

Buoyedbyimprovedconsumerspending,salesoflistedretailersincreasedby12percent in theSeptember2009quartercomparedwith the sameperiod in 2008. This is higher than the 8.2 per centposted in the June 2009 quarter. While the previous quarter sawvalue retailers such as Koutons Retail and Pantaloon leading salesrecovery, this time around, sales of lifestyle and premium retailersled thegrowth trend.Twooutof every three retailersmanagedanincreaseofatleast10percent,comparedtoaboutoneinthreeintheJune2009quarter.

RETAILEROFINDIA1)K.RahejaGroup

Shopper’sstop HomeStop Mothercare Hypercity Crossword PlanetM

2)TataTrent

Westside StarIndiaBazaar Landmark

3)RPGGroup

Spencer’ssupermarket Spencer’sdaily Spencer’shypermarket Musicworld

4)RelianceGroup

Reliancefresh Subhiksha

5)BhartiGroup6)AdityaBirlaGroup7)CaféCoffeeDay8)Pantaloonretail(India)Pvt.Ltd

Pantaloons Bigbazaar Foodbazaar Fashionstation All Bluesky E‐Zone CollectionI HomeTown CentralMall

9)GodrejGroup

GodrejAadhar Nature’sBasket

RETAILININDIATheIndiaRetailIndustryisthelargestamongalltheindustries,accountingforover13percentofthecountry’sGDPandaround8percentoftheemployment.TheRetail Industry in Indiahas come forth asoneof themostdynamic and fastpacedindustries with several players entering the market. But all of them have not yettasted success because of the heavy initial investments that are required to breakeven with other companies and compete with them. The India Retail Industry isgraduallyinchingitswaytowardsbecomingthenextboomindustry.The total concept and idea of shopping has undergone an attention drawingchangeintermsofformatandconsumerbuyingbehavior,usheringinarevolutioninshoppinginIndia.ModernretailinghasenteredintotheRetailmarketinIndiaasisobservedintheformofbustlingshoppingcenters,multi‐storiedmallsandthehugecomplexesthatoffershopping,entertainmentandfoodallunderoneroof.Alargeyoungworkingpopulationwithmedianageof24years,nuclearfamiliesin urban areas, along with increasing workingwomen population and emergingopportunities intheservicessectoraregoingtobethekeyfactors inthegrowthoftheorganizedRetailsectorinIndia.ThegrowthpatterninorganizedretailingandintheconsumptionmadebytheIndianpopulationwillfollowarisinggraphhelpingthenewerbusinessmentoentertheIndiaRetailIndustry.InIndiathevastmiddleclassanditsalmostuntappedretailindustryarethekeyattractiveforcesforglobalretailgiantswantingtoenterintonewermarkets,whichinturnwillhelptheIndiaRetailIndustrytogrowfaster.Indianretailisexpectedtogrow25percentannually.ModernretailinIndiacouldbeworthUS$175‐200billionby 2016. The Food Retail Industry in India dominates the shopping basket. TheMobilephoneRetailIndustryinIndiaisalreadyaUS$16.7billionbusiness,growingatover20percentperyear.ThefutureoftheIndiaRetailIndustrylookspromisingwith the growing of the market, with the government policies becoming morefavorableandtheemergingtechnologiesfacilitatingoperations.

TOP10RETAILERSININDIA

1.PentaloonRetail(India)Ltd.2.K.RahejaGroup3.TataGroup4.RPGGroup5.LandmarkGroup6.PiramalGroup7.Subhiksha8.Bharti–Walmart9.Reliance10.AVBirlaGroup

FUTUREGROUP

FutureGroup, led by its founder andGroupCEO,Mr.KishoreBiyani, is one ofIndia’s leading business houses with multiple businesses spanning across theconsumption space.While retail forms the core business activity of Future Group,group subsidiaries are present in consumer finance, capital, insurance, leisure andentertainment,branddevelopment,retailrealestatedevelopment,retailmediaandlogistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 12millionsquarefeetofretailspacein71citiesandtownsand65rurallocationsacrossIndia.HeadquarteredinMumbai(Bombay),PantaloonRetailemploysaround30,000people and is listed on the Indian stock exchanges. The company follows amulti‐formatretailstartegythatcapturesalmost theentireconsumptionbasketof Indiancustomers. In the lifystyle segment, the groupoperatesPantaloons, a fashion retailchainandCentral,achainofseamlessmalls.Inthevaluesegment,itsmarqueebrand,BigBazaarisahypermarketformatthatcombinesthelook,touchandfeelofIndianbazaarswiththechoiceandconvenienceofmodernretail.

In 2008, Big Bazaar opened its 100th store,marking the fastest ever organicexpansion of a hypermarket. The first set of Big Bazaar stores opened in 2001 inKolkata,HyderabadandBangalore.

The group’s speciality retail formats include, books and music chain, Depot,sportswear retailer, Planet Sports, electronics retailer, Ezone, home improvementchain, Home Town and rural retail chain, Aadhar, among others. It also operatespopularshoppingportal,futurebazaar.com.

Future Capital Holdings, the group’s financial arm provides investmentadvisorytoassetsworthover$1billionthatarebeinginvestedinconsumerbrandsandcompanies,realestate,hotelsandlogistics. Italsooperatesaconsumerfinancearmwithbranchesin150locations.

Othergroupcompaniesinclude,FutureGenerali,thegroup’sinsuranceventureinpartnershipwithItaly’sGeneraliGroup,FutureBrands,abranddevelopmentandIPRcompany,FutureLogistics,providinglogisticsanddistributionsolutionstogroupcompaniesandbusinesspartnersandFutureMedia,aretailmediainitiative.

The group’s presence in Leisure & Entertainment segment is led through,Mumbai‐basedlistedcompanyGalaxyEntertainmentLimited.Galaxyleadingleisurechains,SportsBarandBowlingCo.andfamilyentertainmentcentres,F123.Throughitspartnercompany,BlueFoodsthegroupoperatesaround100restaurantsandfood

courtsthroughbrandslikeBombayBlues,SpaghettiKitchen,NoodleBar,TheSpoon,CopperChimneyandGelato.

Future Group’s joint venture partners include, US‐based stationery productsretailer,StaplesandMiddleEast‐basedAxiomCommunications.

Thegroup’sflagshipcompany,PantaloonRetailwasawardedtheInternationalRetailer of the Year 2007, by the US‐based National Retail Federation, the largestretailtradeassociationandthetheEmergingMarketRetaileroftheYear2007attheWorldRetailCongressinBarcelona.

FutureGroupbelieves in developing strong insights on Indian consumers andbuildingbusinessesbasedonIndian ideas,asespoused inthegroup’scorevalueof‘Indianness.’Thegroup’scorporatecredois,‘Rewriterules,Retainvalues.’

FUTUREGROUPMANIFESTO

“Future” – the word which signifies optimism, growth, achievement, strength,beauty, rewards and perfection. Future encourages us to explore areas yetunexplored,writerulesyetunwritten;createnewopportunitiesandnewsuccesses.Tostriveforagloriousfuturebringstousourstrength,ourabilitytolearn,unlearnandre‐learn,ourabilitytoevolve.

We,inFutureGroup,willnotwaitfortheFuturetounfolditselfbutcreatefuturescenariosintheconsumerspaceandfacilitateconsumptionbecauseconsumptionis development. Thereby, we will effect socio‐economic development for ourcustomers,employees,shareholders,associatesandpartners.

Ourcustomerswillnotjustgetwhattheyneed,butalsogetthemwhere,howandwhentheyneed.

Wewillnotjustpostsatisfactoryresults,wewillwritesuccessstories.

WewillnotjustoperateefficientlyintheIndianeconomy,wewillevolveit.

Wewillnotjustspottrends,wewillsettrendsbymarryingourunderstandingoftheIndianconsumertotheirneedsoftomorrow.

Itisthisunderstandingthathashelpedussucceed.AnditisthisthatwillhelpussucceedintheFuture.Weshallkeeprelearning.Andinthisprocess,dojustonething.

RewriteRules.RetainValues.

GROUPVISION

FutureGroupshalldeliverEverything,Everywhere,EverytimeforEveryIndianConsumerinthemostprofitablemanner.

GROUPMISSION

Weshare thevisionandbelief thatourcustomersandstakeholders shallbeservedonlybycreatingandexecutingfuturescenariosintheconsumptionspaceleadingtoeconomicdevelopment.

Wewillbethetrendsettersinevolvingdeliveryformats,creatingretailrealty,making consumption affordable for all customer segments – for classes and formasses.

WeshallinfuseIndianbrandswithconfidenceandrenewedambition.

Weshallbeefficient,cost‐consciousandcommittedtoqualityinwhateverwedo.

Weshallensurethatourpositiveattitude,sincerity,humilityanduniteddeterminationshallbethedrivingforcetomakeussuccessful.

COREVALUE

Indianness:confidenceinourselves. Leadership:tobealeader,bothinthoughtandbusiness. Respect & Humility: to respect every individual and behumbleinourconduct.

Introspection:leadingtopurposefulthinking. Openness: to be open and receptive to new ideas,knowledgeandinformation.

Valuing and Nurturing Relationships: to build long termrelationships.

Simplicity & Positivity: Simplicity and Positivity in ourthought,businessandwork.

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

Flow: to respect and understand the universal laws ofnature.

MAJORMILESTONE1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser,

India’s first formal trouser brand

1991 Launch of BARE, the Indian jeans brand.

1992 Initial public offer (IPO) was made in the month of May.

1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation.

1995 John Miller – Formal shirt brand launched.

1997 Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in Kolkata.

2001 Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and Hyderabad.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central - India’s first seamless mall is launched in Bangalore.

2005

Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and Planet Retail.

Sets up India’s first real estate investment fund Kshitij to build a chain of shopping malls.

2006

Future Capital Holdings, the company’s financial is formed to manage over $1.5 billion in real estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer finance products.

Home Town, a home building and improvement products retail chain is launched along with consumer durables format, Ezone and furniture chain, Furniture Bazaar.

Future Group enters into joint venture agreements to launch insurance products with Italian insurance major, Generali.

Forms joint ventures with US office stationery retailer, Staples.

2007

Future Group crosses $1 billion turnover mark.

Specialised companies in retail media, logistics, IPR and brand development and retail-led technology services become operational.

Pantaloon Retail wins the International Retailer of the Year at US-based National Retail Federation convention in New York and Emerging Retailer of the Year award at the World Retail Congress held in Barcelona.

Futurebazaar.com becomes India’s most popular shopping portal.

2008

Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets.

Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world.

Total operational retail space crosses 10 million square feet mark.

Future Group acquires rural retail chain, Aadhar present in 65 rural locations.

Type:Hypermarket

Founded:2001

Headquarters:Jogeshwari,Mumbai

Industry:Retail

Products:Department,Furniture,grocery

&FashionStores.

Promoter:KishoreBiyani

Parent:PantaloonRetailIndiaLtd.

Punchline:“Issesastaauracchakahinnahi!”

Currently120outlets

BIGBAZAAR

BigBazaarisachainofdepartmentstoresinIndiacurrentlywith120outlets.ItisownedbyPantaloonRetailIndiaLtd,FutureGroup.ItworksonthesameeconomymodelasWal‐Martandhasbeen successful inmany Indian cities and small towns. The ideawas pioneered by entrepreneur Mr. Kishore Biyani, the CEO ofFutureGroup.CurrentlyBigBazaarstoresarelocatedonlyinIndia.It is the fastest growing chain of department stores and aims athaving350storesby2010.BigBazaaristhedestinationwhereyougetproductsavailableatpriceslowerthantheMRP,settinganewlevelofstandardinprice,convenienceandquality.

BigBazaarisnotjustanotherhypermarket.Itcaterstoeveryneedofyourfamily.WhereBigBazaarscoresoverotherstoresisitsvalueformoneypropositionfortheIndiancustomers.

AtBigBazaar,youwilldefinitelygetthebestproductsatthebest prices ‐ that’s what we guarantee.With the ever increasingarray of private labels, it has opened the doors into theworld offashion and general merchandise including home furnishings,utensils, crockery, cutlery, sports goodsandmuchmoreatpricesthat will surprise you. And this is just the beginning. Big Bazaarplanstoaddmuchmoretocompleteyourshoppingexperience.

VISION

“To Deliver Everything, Everywhere, Every time, to EveryIndianCustomerinthemostprofitablemanner.”

OneofthecorevaluesatFutureGroupis, ‘Indianess’anditscorporatecredois–“Rewriterules,Retainvalues.”

MISSION

Weshare thevisionandbelief thatour customersandstakeholders shall be served only by creating andexecuting future scenarios in the consumption spaceleadingtoeconomicdevelopment.

Wewillbethetrendsettersinevolvingdeliveryformats,creating retail realty, making consumption affordableforallcustomersegments

STORE STUDY

BigBazaar

No.52/3,BatarayanapuraCMC

MarutiArcade,NagashettyHalli

Hebbal, Bangalore - 560094

PhoneNo:08066479100

This store is of 4 flour and divided into 5 levels based on the

natureofproducts.Thereare24departmentsinthisstoreand120Human

Resourceemployed.

As this store isbigenoughwith5 levelsand24departmentshas

long product range and product depth. Once a customer get inside the

store hewill find all kinds of products available thatmay be Food item,

Cosmetic,Electronic,Garments,Furnitureetc.

Becauseofthesefeaturesithasaverygoodreputationinthatareaandcustomerswho are residing far away and in other areas they also visit thestore.

LEVEL­1

Departments with their Products

1)Depot:

Generalbooks

Officestationary

Childrenstationary

FilmVCD’s&DVD

Majorbrandsinthisdepartment

ForVCD’s&DVD’sMoserbearAnandAudio

T‐seriesShankar

YashRajFilmsSaryotham

2)NBD(NewBusinessDevelopment)

Thisisthedepartment,whichisintroducedbecausethespaceisavailable

in the store after making arrangement for other department and this

departmentconsistsoftheproducts,whicharenotintroducedandarenot

regulargoods.

WristWatches

FashionJewelry

Sunglasses

Autoaccessories

MajorBrandsinthisdepartment

ForWristWatches

Escort

Lumax

3)GoldBazaar

NavarasGoldJewelry

ThisistheseparateunitnotrelatedtoBigBazaartheyshareprofitson

percentagebasis

4)MobileBazaar

AllkindsofHandsetsrangingfromRs1000to25000ofdifferent

companies

Mobileaccessories

Coddlesphones&landlinephones

MajorBrandsinthisdepartment

Nokia Sony Ericson

MotorolaSamsung

BeetalPacetel

5)StarSitara

Cosmetics

Fragrances

Herbals

Pharmaceuticals

6)Shringar

Bangles

Jewelrysets

Bracelets

HairAccessories

Bindies

Chains

7)Plastics,Utensils,Crockery(PUC)a)Plastics

Buckets

CasserolesContainersBoxes

FlasksBowlsJug&Sippers

Bottle&MugPlasticschair

Majorbrandsinthisdepartment

Milton

Dream Line

Cello

Poly set

Chetan

b)Utensils

Plates,Bowls,Glasses

Non‐stickCookware’s

Kitchentools

TiffinBoxes

c)CrockeryCrockerycutlery

TableMaterials/Napkins

Casseroles

Dinnersets

Wine, Juice Glasses

8)LUGGAGE

TravelbagsTrolleys

Bags:Schools,CollageLadiespurseSuitcase

VIP American Tourist

AristocratSafari

Milestone

LEVEL–2

1)LadiesDepartmentSarees Jeans

DressmaterialsBretni

UndergarmentsDJ&C

NightwearsRuff&Tuff

WesternwearsGelluse

MajorbrandsinthisdepartmentAccessories

Shila Johnson and Johnson

ShristhiParisbeauty

KalakruthiVIP

MSIL

LondonDreams

2)Men’sDepartmentFormals(Shirts&Pants)

Casuals(Shirts&pants)

Partywears

JeansT‐Shirts

OthersAccessories(LungiDhotietc)

Fabrics(Cutpieces)

Suits&Blazers

Levi’sSignaturegarments

Majorbrandsinthisdepartment

DJ&CLondonDreamsMatrix

LevisknighthoodBuffalo

ShatranjSpunkAFL

LEVEL–3

1)Furniture’sDepartment

DiningTable

BedroomAccessories

Hallaccessories(Sofasets,Chairs,Computertableetc)

Mattresses

2)FootwearBazzar

SportsShoesLadiesSandals

FormalShoesLadiesCasuals

CasualShoesLadiesChapple

Men’sSandalsLadiesfancySleepers

LadiesSportsshoe

Majorbrandsinthisdepartment

Reebok Nike

PumaLoto

VanhussainHallensolly

Newbalance

3)HomeDecor

FlowervasePhotoFrames

ArtificialFlowersBirthdayitems

ReligiousgiftsWaterfalls(artificial)

CandlestandFramePaintings

UmbrellasAssortedcolorStones

4)Homeline

bedsheets,Pillows,bedspreads

Towels,Yellowdust

Razai,Carpets,Cushioncovers

Chairbags

Majorbrandsinthisdepartment

RivieraSameera

OrientalOrchid

HomecollectionHomeexpression

HomestyleSweetdreams

5)ToysDepartment

Softtoys

Educationaltoys

Boardgames,Actionfigures

Dolls

Majorbrandsinthisdepartment

FunschoolVenus

MitashiCreatives

UnitedShadilal&Sons

Flamingo

6) Kids department

Boy’ssectionGirlsSection

T‐Shirts,Trousers,jeansEthicwears

Cottonshirts,Cargo,CodrawCo‐ordinates

EthicwearsCottonfrocks

CoordinatesWesternwears

Raincotes

Majorbrandsinthisdepartment

Tara Rum Pum collection

Disney

PinkAndBlue

Powerranges

Promo

7)Infants

JhablasBeditems

VestsBibsfeedings

BabasuitsFrocks

LEVEL­4

FOODBAZAAR1)Beverages

Softdrinks

Mineralwater

Juices

Healthdrinks

2)Confectionaries

AllkindsofChocolates&Confectionaries

3)Fruits&Vegetables

4)staples

Dal,Rice,Atta,RavaitemsSpicyitems

Oil’s,MasalaitemsDryfruits

ReadymealsBreakfastcereals

5)ProcessDept

HealthdrinksInstantMixes

ReadytoeatSoups,BreadItems,Pickles

Cornflaks,ChipsSpreads

Majorbrandsinthisdepartment

ForBeveragesForconfectionaries

MaazaDairyMilk

SliceNestle

BisleriParle

CocacolaForStaples

PepsiAshirwad

ThumpsupPillsbury

AppyDhara

Sunflower

Non – Food Items

6) Home care

Phenyl,Detergents

Dishwash,Tissuepapers,Scratch

Shoecases,Freshwrap

7)Personalcare

Soaps,toothpaste,Shampoo

Deodorants,Bodyspry

Babyfood,Talcumpowder

Men’sapparel

Majorbrandsinthisdepartment

Lysole HUL

Nirma Colgate

Pepsodent Parachute

LuxInternational

LEVEL–5

ElectronicsBazaar

TelevisionsIrons,Mixers&Grinder

SoundSystemRefrigerators

WashingmachinesMicrowave

RicecookersJuicers

Majorbrandsinthisdepartment

KoryoPhilips

SonySamsung

VideoconOnida

LGSanyo

PanasonicHaier

AWARDSANDRECOGNITION

MOSTADMIREDRETAILEROFTHEYEAR:HYPERMARKET‐BIGBAZAAR­2009

INDIANRETAILFORUMAWARDS2008

THEINDIASTARAWARD2008

RETAILASIAPACIFIC500TOPAWARDS2008

COCA‐COLAGOLDENSPOONAWARDS2008

THEREID&TAYLORAWARDSFORRETAILEXCELLENCE2008

PLATINUMTRUSTEDBRANDAWARDIMAGESRETAILAWARD2005,06

BOARDOFDIRECTORS

Mr.KishoreBiyani‐ManagingDirector

Mr.GopikishanBiyani‐WholetimeDirector Mr.RakeshBiyani‐WholetimeDirector Mr.VijayBiyani‐WholetimeDirector

Mr.VijayKumarChopra‐IndependentDirector Mr.ShaileshHaribhakti‐IndependentDirector Mr.SDoreswamy‐IndependentDirector

Dr.DOKoshy‐IndependentDirector Ms.BalaDeshpande‐IndependentDirector Mr.AnilHarish‐IndependentDirector

INDIA–LARGECONSUMPTIONCOSMOS

With over 28 states, 18 major languages, 8 major religions, 4000 different castes and communities celebrating 72 festivals, India is the most diverse country.

India is at the brink of a Creative Economy driven by speed and imagination

It is expected to expand to 14-18% by 2015 i.e US$ 75 billion

Current share of organized retail is estimated to be 4-5% i.e US$18-20 billion market.

India is set to become a US$ 450 billion market by 2015

Shopping basket of average Indian ranges from US$7-10 lower than international average is expected to increase

India is one of the youngest consumer markets in the world. Over 50% of the population is below the age of 25 years

India’s working population to be 68% in FY2020 from 63% in Y2008

Self employed people form a majority of consumers in India (organized sector accounts for less than 10% of jobs)

I

ORGANIZATIONSTRUCTURE(Zonal)

VicePresident

CategoryMgr

Mkt.Mgr

President

HR OperationHead

HRHead

FinanceMgr

StoreMgr

FinanceHead

Mkt.Head

CategoriesHead

STORE STRUCTURE

StoreManager

Asst.DeptMgr

Info

TeamLeaderAsst.DM

Maintenance

Administration

HouseKeeping

CSDMkt.MgrDeptMgr HRMgr

Visual

Merchandising

Ass.StoreMgr

Cashier

Security

7P’sofBigBazaar

7PAnalysisOfBigBazaar

7P Marketing Mix is more useful for services industries andknowledge intensive industries. Successful marketing depends onnumberofkeyissues.Thesevenkeysissuesareexplainedas:‐

PRODUCTBig Bazaar offers a wide range of products which rangefromapparels,food,farmproducts,furniture,childcare,toys,etc.ProductsofallthemajorbrandsareavailableatBigBazaar.Also,there are many in house brands promoted by Big Bazaar. BigBazaarsoldover300,000pairsof jeans,50,000DVD‐playersand25,000microwave‐ovens.Inall,thefashion,electronicsandtravelsegmentsmadeupabout70%ofsales.Lastyear,thesecategoriesmadeuponlyabout60%.

PRODUCTMIXOFBIGBAZAAR

FASHION FOOD

•Formalwear

•Casualwear

•Nightwear

•T‐shirt

•Jeans

•Sarees

•Dressmaterials

•Ethnicwears

•Partywears

•Readytoeat

•Readytocook

•Spices

•Staples

•Internationalfoods

•Tea&Cofee

CHILLSTATION FASHION&JEWELLERY

•Softdrink

•Packagedjuice

•MilkItems

•Frozenfoods

Icecreams

•FootwearBazaar

•BeautyCare

•Navara

•StarParivar

•MeenaBindre

HOME&PERSONALCARE ELECTRONICSBAZAAR

•Shampoo

•Detergent

•Soap

•LiquidWash

•Creams

•Deodrant

•Homecleaners

•Utensils

•Crokery

Bundles

•Televisionsets

•WashingMachines

•Refrigerator

•PersonalCare

•mBazaar

•Microwaves

•SmallAppliances

•Laptops

•ComputerAccessories

•KitchenAppliances

FURNITURESBAZAAR OTHERSSERVICES

• LivingRoom

• BedRoom

• Kitchen

• DinningRooms

• KidsRoom

• BeenBags

• Paintings

• DecorativeItems

•Mr.right

•Bakery

•LootMart

•Tulsi

•FutureMoney

•FutureGenerally

PRICE

The tag‐line is “Is se sasta aur accha aur kahin nahi”. Theyworkonthemodelofeconomicsofscale.Therepricingobjectiveistoget“MaximumMarketShare”.ThevarioustechniquesusedatBigBazaarare:‐

ValuePricing (EDLP ­EveryDayLowPricing):BigBazaarpromises consumers the lowest available price withoutcoupon clipping, waiting for discount promotions, orcomparisonshopping.

Promotional Pricing: Big Bazaar offers financing at lowinterest rate. The concept of psychological discounting (Rs.99,Rs.49, etc.) isusedaspromotional tool.BigBazaaralsocaters on Special Event Pricing (Close to Diwali and DurgaPooja).

Differentiated Pricing: Time pricing, i.e., difference in ratebasedonpeakandnon‐peakhoursordaysofshoppingisalsoa pricing technique used in Indian retail, which isaggressivelyusedbyBigBazaar.

Bundling: Selling combo‐packs and offering discount tocustomers.Thecombo‐packsaddvaluetocustomer.

PLACE

BigBazaarstoresarelocatedin50citieswith116outlets.BigBazaarhaspresenceinalmostallthemajorIndiancities.Theyareaggressiveontheirexpansionplans.

PROMOTION

•Numberofoutlets–116.

•Locatedinmaincity–tierI&tiercityII.

•Area10,000sqft–1,20,000sqft.

•Highstreetareaofcity.

•Approachabledestinations.

INDIA

BigBazaarstartedmanynewandinnovativecross‐selland up‐sell strategies in Indian retail market. Thevarious promotion techniques used at Big Bazaarinclude“saalkesabsesasteteendin”,FutureCard(thecard offers 3% discount), Shakti Card, Wednesdaybazaar.etc,.

Brand Endorsement by M. S. Dhoni, Exchange Offer ‐‘JunkSwapOffer’,Point‐of‐PurchasePromotions.

Advertisinghasplayedacrucialroleinbuildingofthebrand. Big Bazaar advertisements are seen in printmedia,TV,Radio(FM)androad‐sidebill‐boards.

BelowthelinePromotion AbovethelinePromotion

Coupon Discount, more ofthe products at normalprice, gift with purchase,competitions and prizes,money back offers andexchange offers, specialoccasions

Giving advertisement innews papers, TV, Internet,(own website which givesonlineshopingservices)

Partnershipwith Bigflix, BigFM92.7

PEOPLE

They are one of the key assets for any organization. The salientfeaturesofstaffofBigBazaarare:‐

Well‐trained staff, the staff employedbyBig‐Bazaar arewell‐suitedformodernretail.

Well‐dressedstaffimprovestheoverallappearanceofstore.

Employeesaremotivatedtothinkout‐of‐the‐box.Retailsectoris in growth stage, so staff is empowered to take innovativesteps.

Employscloseto10,000peopleandrecruitsnearly500peopleeverymonth.

Useoftechnologylikescenarioplanningfordecisionmaking.

Multiple counters forpayment, staff at store tokeepbaggageand security guards at every gate, makes for a customer‐friendlyatmosphere.

PROCESS

Welltrainedstaff;

Appearance;

Empoweredindividual;

Encouragedtothinkoutofbox

Example‐VedPrakashAraya(ChiefOperating)officer,SanjibAgrawal(HeadMarketing)

The goods’ dispatch andpurchasing areahas certainsalientfeatureswhichinclude:‐ Multiple counters with trolleys to carry the itemspurchased.

Proper display / posters of the place like (DAL,SOAP,etc.).

Homedeliverycountersalsostartedatmanyplaces.

PHYSICALEVIDENCE

It deals with the final deliverable or the display ofwritten facts. This includes the current system andavailablefacilities.

POSITIONINGOFBIGBAZAAR

Highservices

Lowservices

LowPrice

HighPrice

BIGBAZAARATBCGMATRIX

M

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RH

KI

EG

TH

G

R L

O O

W W

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HIGHLOW

MARKETSHARE

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LIFECYCLEOFBIGBAZAAR

SALES

FUNCTIONALDEPARTMENTOFBIGBAZAAR

1.HumanResourcesDept

2.FinanceDept

3.MarketingDept

4.LogisticsDept

5.SalesDept

6.CustomersserviceDept

7.AdministrationDept

HumanResourcesDept

Selects & recruits employees through varioussources such as consultancy services, walk‐ins,Referrals,Campusrecruitment.

Trains & develops employees through its ownspecialized training centre known as Gurukul.Motivates all employees to perform to their bestthrough various monetary and non‐monetaryrewards.

EmployeesareretainedbykeepingthemhappyandsatisfiedthroughvariousschemesoftheCompany.

Regular and periodic performance appraisal of alltheemployeesisconductedandsuitablyrewarded.

WHATISHUMANRESOURCEMANAGEMENT?

Theeffectiveuseofpeopletoachievebothorganizationaland individual goals. It is actually effective reruitment,selection, development, compensation, and utiization ofhumanresourcesbyorganizations.

BeforefewyearsHRmanagerwasonlyblackbox.Theirrolewasmorecloselyalignedwithpersonnelandadministrationfunctions.

•Potent

•Recruiting

•Hiring

•Training

•OrganizationDevelopment

•Communication

NewHRRole

• Coaching

• PolicyRecommendation

• SalaryandBenefits

• TeamBuilding

• EmployeeRelations

• Leadership

Keyfunctions

Humanresourcemanagementservesthesekeyfunctions:

•Recruitment&Selection

•TrainingandDevelopment(PeopleorOrganization)

•PerformanceEvaluationandManagement

•Promotions

•Redundancy

•IndustrialandEmployeeRelations

•Recordkeepingofallpersonaldata.

•Compensation,pensions,bonusesetcinliaisonwithPayroll

•Confidential advice to internal 'customers' in relation toproblemsatwork

•Careerdevelopment

BigBazaarPeopleManagementSystem

BigBazaarPeoplemanagementsystemisbuilton5pillarsofpeoplebasedgrowth:

• CultureBuilding

• PerformanceManagementthroughBalancedScoreCard

• PeopleProcesses

• ManagementProcesses

• LeadershipExcellence

HUMANRESOURCEDEPARTMENTOFBIGBAZAAR

The HR department of Big Bazaar is very dynamic.Employees are the biggest strength and asset of anyorganizationandtheHRdeptrealisesthisverywell.

This is very evident from the way the HR departmenthandlesallitsemployees.Theytakeutmostcaretoselect,train,motivateandretainalltheemployees.programmesforallTheyhave continuous developmental the employees. Currently BigBazaar Hebbal (Bangalore) is employing 150 full time and 60part time employees. There are two shifts for the employees.The first shift employees arrive at 10AM in the morning andleave at 7.30 in the evening,while the second shift employeesreportat12.30 in theafternoonand leaveat the timeofStoreclosing(10pm).

ForanyHRactivityoneof themajoractivity isrecruitmentof the employee. The following are themain sources throughwhichBigBazaarrecruititemployees.

SourcesofRecruitmenta)ConsultancyServices:Fortoplevelmanagement,employeesare recruited through private consultants. They are usuallyappointedasDepartmentalManagers.

b)Walk­ins:ThisisthemainsourcethroughwhichBigBazaarrecruits its employees. People seeking job usually themselvesapproachtheHRdepartmentforjobvacancy.Employeesusuallyselected from this source are appointed at the entry level asteammembers.

c)EmployeeReferrals:This is theothermainsource throughwhichemployeesareselected.Candidateswhohavegiventheirprevious employer as referrals are first interviewed and fromtheirpreviousemployer, opinion is takenabout theirbehaviorand performance in the job. If they receive a positive opinionfromtheirpreviousemployertheyareselected.

d) Campus Recruitment: Young people bring new ideas andfresh enthusiasm. Therefore Big Bazaar visits some of thereputed educational institutions to hire some of the mosttalented and promising students as its employees. SelectionProcedureThefollowingistheselectionprocedurethattheHRdepartmentpracticestohireitsemployees.

i) Interview: For entry level jobs, the candidates areinterviewed by a HR person. They are asked a few basisquestions about their education, previous work experience ifany, languages known etc. This is done to evaluate thecandidate’s ability to communicate freely and also other skills.

ii) Psychometric Tests: For higher and top level jobs,candidatesareaskedtoanswerafewquestionswhichbasicallytest their sharpness, analytical ability, ability to handle stress,presenceofmindetc.This isdoneasManagersarerequiredtoworkunderstressallthetimeandstillmaintainacoolheadtomakesomevitaldecisions.

iii) Group Discussion: In campus recruitment students areinvolvedinaGroupDiscussion,wheretheywillbegivenatopicon which the group has to deliberate, discuss and arrive at asolution or a decision which is accepted by the whole group.AlongwiththeGDtheyarealsogivenawrittenaptitudetest.

Finally a formal interview will be conducted toassesstheoverallskillsofthestudent.

Induction

Newemployeesselectedwillbegivena13dayinductionandtrainingprogram.Theywillbegiveninformationaboutthecompany’s business, different departments etc. They will beinformed of their roles, duties and responsibilities. They willalso be informed about the HR policies and rules of thecompany.

Thenewemployeeswillbeonprobationforaperiodof6months. After this period the HR period along with thedepartment manager will review the performance of theemployee. If the employee’s performance is good andencouraging,theemployee’sserviceswillbeconfirmed.

Compensation&Rewards

The employees are rewarded suitably with attractive paypackages.

The salary of an employee includes basic pay. HRA, specialallowance,PF,ESI,Mediclaimetc.

AnnualbonuswillbegivenatthetimeofDiwali.

The employees and their dependents are also entitled formedical treatment in recognized hospitals with cashlesshospitalizationwithwhomthecompanyhastie‐ups.

If a hospital is not recognized, the amount spent by theemployeewillbereimbursed.

Alongwiththesealltheemployeesaregivenacardknownas‘EmployeeDiscountcard’(EDC)throughwhichtheycanbuyanyproductatBigBazaarataspecialdiscountof20‐30%.

Leavesandotherrules

An employee during his probationary period is entitledfor7daysofleave.Aconfirmedemployeeisentitledfor30daysofleaveinayear.ThereisonlyonetypeofleavetheemployeescantakewhichisknownasAllPurposeLeave(APL).

AlltheemployeeswillbegivenidentitycardswhichtheyhavetowearandalsoswipewhileatthetimeofenteringandleavingtheStore.

PerformanceAppraisal

TheHRdepartmentconductsperformanceappraisalofalltheemployeesannuallyinthemonthofApril.

Based on their performance increments will be given intheirpay.Inadditiontothisifanemployeeachievesorexceedsthe target given to along with their team members will beprovidedwithattractivecashandotherincentives

Training&Development

Futuregrouphasitsowntrainingdivisionforallitsemployees,knownas ‘FutureLearning&DevelopmentLimited’(FLDL).Allthe employees are given training for 20 days in a year spreadoverdifferentperiods.

‘Gurukul’whichisapartofFLDLgivestrainingtoalltheemployees on various skills like team work, dedicationdiscipline improving customer service etc tomake themmoreknowledgeableandproductive

RetentionStrategy

We strive to foster a feeling of well‐being in ouremployeesthroughcareandrespect,wehaveseveralstructuredprocesses including employee mentoring and grievancemanagement programmes which are intended to facilitate afriendlyandcohesiveorganisationculture.Off‐siteactivitiesareencouraged improve inter‐personal relationship. We alsoacknowledge the efforts exerted by our employees byorganisationanannualcelebrationcalled‘PantaloonDay’wherewe recognize employees who have shown exceptional talent,sincerity and dedication. We have implemented an employeesuggesstion programme called ‘Prerna’where in the employeecan give their suggestions. Every quarter the best suggestionreceived per zone per format is awarded prize called “GoldenCap”.

InternalcontrolsandRiskManagement

ThecompanyusestheservicesofErnst&Youngforprocessauditandriskmanagementandthescopeof theirworkcoversall the company’s formats i.e. Pantaloons, Big Bazaar, FoodBazaarandFactoryOutlet.

Theobjectivesareto:

GainanunderstandingofthevariousBusinessProcesses

Identify the strengths and weaknesses in the existingsystemsandprocedures.

Reviewuseoftechnologyinthefunction

Identify key business process risks and review theadequacyofthecontrolsandmitigatethem.

Testtheeffectivenessofcontrolsthemostsignificantrisksandproviderecommendationstoimprovecontrols.

Identifypotentialareasforimprovingprocessefficiency

Broadly develop on improvement portfolio and raise thelevel of awareness of how business is impacted byinadequately controlled risks inherent in the businessprocess.

Internal audit of our each store is also undertaken byanindependentauditfirmonmonthly/quarterlybasis.

WHATMOTIVATESEMPLOYEES?

Themain issue that everymanager talks about relating tohisemployeeis,thathemighthavebetter‐motivatedemployee.InBig Bazaar the scenario is different. Here employees aremotivated through various ways and some of the ways arediscussedbelow.

•Feeling“in”onthings.

•Goodwages.

•Goodworkingconditions

•Jobsecurity

•Fullappreciationofworkthatisdone

•Tactfuldisciplining

•Employerloyaltytoemployees

•Interestingwork

•Promotionandgrowthintheorganization

WHATMOTIVATESEMPLOYEES?

Rank

Feeling“in”onthings8

Goodwages1

Goodworkingconditions4

Jobsecurity2

Fullappreciationofworkthatisdone5

Tactfuldisciplining9

Employerloyaltytoemployees7

Interestingwork3

Promotionandgrowthintheorganization6

WorkCultureatBigBazaar

At Pantaloon Retail, Empowerment is what you acquireand Freedom at Work is what you get. We believe our mostvaluableassets areourPeople.Young in spirit, adventurous inaction,withanaverageageof27years,ourskilled&qualifiedprofessionalsworkinanenvironmentwherechangeistheonlyconstant.

Powered by the desire to create path‐breaking practices andheldtogetherbyvalues,workinthispeopleintensiveindustryisdriven by softer issues. In our world, making a difference toCustomers’ lives is a Passion and performance is the key thatmakesitpossible.OutoftheBoxthinkinghasbecomeawayoflife at Pantaloon Retail and living with the change, a habit.LeadershipisavaluethatisfollowedbyoneandallatPantaloonRetail.Leadershipisthequalitythatmotivatesustoneverstoplearning,stretchingtoreachthenextchallenge,knowingthatwewill be rewarded along the way. In the quest of creating anIndianmodelofretailing,PantaloonRetailhastakeninitiativesto launch many retail formats that have come to serve as abenchmarkintheindustry.Believinginleadershiphasgivenusthe optimism to change and be successful at it. We do notpredictthefuture,butcreateit.

At Pantaloon Retail you will get an opportunity to handlemultiple responsibilities, and therein, the grooming to play alargerroleinthefuture.Workisauniquemixofpreservingourcore Indianvaluesandyetprovidingcustomerswithaservice,onparwithinternationalstandards.

At Pantaloon youwillworkwith some of the brightest peoplefromdifferentspheresofindustry.Webelieveit’saplacewhereyoucanliveyourdreamsandpursueacareerthatreflectsyourskillsandpassions.

MeasurementofCustomerSatisfactionWe have devised a model called CEM‐ CustomerExperience Management Model to measure customersatisfaction in our stores. The Customer ExperienceManagement Model focuses on the customer’s experience atevery touch point in the store ranging from their firstimpression of the store, to their experience at the trial rooms,toilets,withourstaff throughvariousprocessessuchasbillingandexchanges.WehavehiredaresearchagencycalledMACROMarketAnalysisandConsumerResearchOrganization.

This agency sends people who are called ‘MysteryShoppers’ to visit the stores and then their experience isdocumentedonafeedbackform,whichisthensenttous.Basedonthefeedbackformedanalysisisdoneandthestoresaregivenscores. This allows us to track performance on customerexpectationatoverall,formatandstorelevels,determinecriticalimprovementareasarealllevelsandalsoidentifyopportunitiesthatwecanleverageupon.

Besides,wehavealsostartedanin‐houseinitiativecalled‘Pragati’ whereby one person from the head office operationsteam visits the stores and observes the storeswith respect tocertain pre‐parameters like store exteriors, baggage window,customerservice,storeambienceetc.Thisactivityisdoneonaquarterly basis and three best stores under each format areannounced.Thisencouragesthestorestoimprovetheefficiencyoftheirstoreoperations.

FINANCEDEPARTMENT

Finance is the life blood of any business. The South ZoneHeadofficelocatedatJayanagar,performsmostofthefinancialfunctionsandthereforetheFinancedepartmentofBigBazaar,Hebbal performs a fewbasic functions, such as preparing theStore’s ‘Income and Expenditure Statement’ giving fullparticulars of all items. It also prepares the budget forexpenditure at various levels on different items. Thisdepartment is also responsible for deciding and giving theweekly,monthlyandyearlysalestargetsandthemarginsforallthe departments separately. The Finance department is alsoresponsible for collecting and depositing the cash received inthecompany’sbankaccountdaily.ReviewofPerformance:Thecompany crossed $1 billion turnover mark during the yearunder review, having recorded a robust growth in both thetoplineaswellasinbottomline.

Preparesthebudgetforexpenditureatalllevels.

Decidesandgivesthesalestargetsforall thedepartmentsperiodically.

Maintains the books of accounts Collects & deposits thecash received daily through sales in the Company’s bankaccount

Profit&LossSummary

percentage of

sale Particulars (Rs .in Crs)

09-Jun

08-Jun

YOY IN DEC 09-Jun 08-Jun

Net Sales / Income from Operation 6342 5049 25.6 100 100 Other Income 6 4 61.3 0.1 0.1 PBDIT 674 464 45.3 10.6 9.2 Depreciation 140 83 67.9 2.2 1.7 PBIT 534 381 40.3 8.4 7.5 Interest 318 185 71.8 5 3.7 PBT 216 196 10.5 3.4 3.9 Tax 76 70 8.6 1.2 1.4 PAT 141 126 11.6 2.2 2.5 Cash Profit 281 209 34 4.4 4.1

BalanceSheetSummary

Amount (Rs in Cr) Particulars 2009 2008

Source of Funds Net Worth 2286 1847 Loan Funds 2850 2192 Deferred Tax 116 68 Total 5252 4106 Application of Funds Fixed Assets 1569 1198 CWIP 345 331 Investment 954 587 Current Asset 3283 2629 Current Liablities 898 638 Net Working Capital 2384 1991 Total 5252 4106 Debt / Equity Ratio 1.25 1.19

CashFlowSummary

Particulars (Rs in Crs) 09-Jun 08-Jun Source of Fund Opening Cash 121 163 Share Capital 299 690 Retained Earnings 326 155 Increase / (decrease) in Borrowing 659 892 Total 1405 1900 Application Of Fund Fixed Assets & CWP 523 801 Inc / Dec In Working Capital 405 643 Investment 368 335 Closing Cash 109 121 Total 1405 1990

MarketingDepartmentMarketing concept is a customerorientationbackedbyintegratedmarketingaimedatgeneratingcustomersatisfactionasthekeytosatisfyingorganizationalgoals.Forafirminordertoimplementthemarketingconceptithastofocusitsattentionon the consumer, ascertain his/her needs, discuss and wantsbeforeEveryBrandappealstoindividualcustomersindifferentways.

Goodcustomerserviceisthelifebloodofanybusiness.Good customer service is all about attending to existing andpotential customers. concept relationship marketing.Traditionally, marketers have located their target marketsegments,presentedtheiroffer,andmadethesales.It'salwaysbeen a single step process. Relationship marketing looks atcustomersandclientsovera longer term. It takes intoaccountthe lifetime value of a customer. Many experts think it costsanywherefromsixtotentimesasmuch,tofindanewcustomer,than to sell to an existingone.With those financial realities inmind, the approachmakes some sense, and some real dollars.Relationshipmarketing isbasedon the idea thatpeopleprefertodobusinesswithpeoplewhotheyknowandlike.Afterall,it'seasier to buy from a friend, than from someone you've neverheardofbefore.It'samatterofbuildingtrust.

It'ssaidthatpeopleneedtohearanofferatleastseventimesbeforetheybuy.Thatconceptcertainlyworksagainstthesingle step marketing method. The Marketing department isresponsible for marketing of Big Bazaar’s products throughdifferent media like TV, radio, newspapers, banners, placardsetc. Themarketing department has to decide and identify themost effectivemedium to attract the customers toBigBazaarthereby increasing the sales. The department has to designcreative and attractive advertisements through which the

company’s products can be promoted to the customers. Thecompanyhastovisitdifferentcompaniesandhastoenterintie‐upsforallitsadvertisementcampaign.

The marketing department also consists of anotherseparatedepartmentwhichisknownas‘VisualMerchandising’.Visual merchandising is an art by which a retailer makes thestoretalktoitscustomers.Thecolours,signage,lights,lookandfeel, everything is taken into account. It is very important tofigure outwhat is the story, the picture, the idea that is beingsoldtothecustomers.

AnotherconceptthatwasincorporatedinBigBazaar fromthebeginningwasthatof‘Categorymanagement’asopposedtothebrandmerchandisingpracticethatisfollowedbymanyretailers.Category management is based on the belief that a customerwalks into a store looking for party shirt or a formal trouser,rather thanaparticularbrand.Therefore the store isdesignedaccording to the categories like men’s formal wear, women’swesternwearoracasualwear,etc.

Within the organisation too, teams were dividedaccording to thecategories that theymanaged, rather than thebrands. Big Bazaar wanted to have a complete bouquet ofproducts in each category at different price‐points, design,fabric, size and colour. The objective was to create ‘trafficdrivers’withintheStoreratherthanmakebrandscompetewitheach other. Focussing on categories also helped to achieve alevelofperfectionwithinthespecificsegments.Thisdepartmentis responsible for the attractive product arrangement in theStore with respect to their nature. The basic function of thisdepartmentisitdividestheStoreintosomedepartmentsbasedonthenatureof theproductandalsowithinthedepartment itdecideshowtheproducts shouldbearrangedkeeping inmindthecustomerstaste.Italsoarrangestheproductstoattractthecustomersandalsoensureeasyavailabilityofproducts.

Customersenjoyingtheirshoppingexperience

LogisticsDepartment

Is responsible for procuring the stock of alltheproductsofthedifferentdepartments.

Receives the goods from the warehouselocatedatHosakateandthenverifieswhetheritadherestotheparticularsgivenintheGoodsreceivedstatement.

Despatches the goods to the respectivedepartment after recording it in the Goodsinward register If there is a damage in thegoodsorifthegoodsdonotmatchthedetailsgiven in the Goods Received Statement, itenters in the Stock Outward Register andsends it back to the warehouse alongwith aGoodsReturnedNote.

SupplyChainManagement

An indentwill be kept by the front end teamof aparticular department to category team of centraloffice.

The category teamwill raise a STOCK TRANSFEROUT(STO) and send it to the DELIVARYCENTRE(DC)orWAREHOUSE.

TheDCwillgeneratestockpicksandstartspicking. DC will generate STOCK TRANSFER NOTE(STN)andGatepass.

DCwilltransferthestocktostores. Herestartsthepartoflogistics.

LogisticsLogistics is a part of supply chainmanagementwhichdealswith the Inwardingandoutwardingofgoodsaswellasnonsalableitems.RECEPTIONOFGOODSFROMDC: Assoonaswereceivethegoodswecheckforsealcondition and number as mentioned in the gatepass,deliverynote.

Thenthesecurityinthelogisticsdepartmentwillrandomlycheckthenumberofcartons.

Then we will inform the particular departmentregardingthereceptionofgoods.

wewillchecktheitemsinfrontofthatparticulardepartment’s team member in stock transfernumberwise.

Withthehelpofdepartmentmemberwewillfindout any discrepancy(shortage/damage/expiry)andinformittosupplysite.

Therewillbeainwardregisterinwhichweenterallthedetailsofinwarding,theentrywillalsobedoneinthesystem.

Thenthedepartmentmemberwillmovethestockstothefloor.

ReceptionofgoodsfromtheVendorIf the goods are from vendor we willcheckfor TAX INVOICEand PURCHASEORDER

Here the vendor himself has to go to therespective department and has to takepermission for the submission of goods inlogistics.After thatwewill prepare (GRN) GoodsReceiveNoteofthreecopies. i.e. for logistics, forrespectivedepartmentandforD.Corvendor.FinallyitisthedutyofthedepartmenttoCollecttheirrespectivegoodsfromlogistics.

Alltheaboveprocessisforinwarding.Therearesomefewcasesbelowinwhichoutwardingisdone. Homedelivery Storetostoretransfer. Damageorexpirystocksreturntowarehouseorvendor.

Returnofnonsaleableitems.

REGISTERSMAINTAINEDBYLOGISTICSINBIGBAZAAR

Foodbazaaroutward Bigbazaaroutward Vendorscheduleregister Barcoderegister Freegiftregister. Scrapregister. Bigbazaarvendorsecurityinwardregister. Big bazaar ware house security inwardregister

SomeinterestingFacts

PRODUCT COSTPRICE SELLINGPRICE

RevelonEyeliner 206 380

Leecooper 937 2285

Leecooper 812 1985

SoapBox 2.30 9.50

Bucket 28 72

SalesDepartmentThisdepartmentisresponsibleforthecollectionofsalesamounti.e.,cashsales.Thereareinall25cashcountersintheStore.There isaHeadCashiertowhomall thecahiersreport and submit the total sales amount collectedthroughout thedayby thecashiers. Inaddition tocashallleading credit and debit cards are accepted at no extracharge.AlsoBigBazaarvouchersandSodexhocouponsarealso accepted. A cashier at the time of opening his billingcounterwill be given an opening balance of Rs.1000. Thecashier has to ensure that all the offers applicable onrespective products are given to the customer in his/ herbill.Also if any free itemsaregivenonsomepurchases, itshouldbeinformedtothecustomerclearly.Afterthebillingis done, the cashier has to pack the products neatly in aplasticcoveraccordingtothecustomer’sneeds.

At the time of closing the billing counter, thecashierhastogiveastatementofcash,withallparticularsof different denominations of cash, amount collectedthrough credit cards, amount collected in debit cards,amount collected in Sodexho coupons & Big BazaarvouchersandalsoamountcollectedthroughCreditNotes.

WednesdayBazaarisaveryimportantandpopularevent inBigBazaar.EveryWednesday fabulousoffersandgreat discounts are given on most of the products.Customersarriveinlargenumbersastheyrealizethatitison Wednesday that products are offered at the lowestprices.

OnSaturdayandSundayalsothecustomerturnoutishigh,asitisontheweekendsthatmostofthecustomersfindtimeforshopping.Theyarrivealongwiththeirfamilyto enjoy the shopping experience. Good discounts andoffers are also provided to attract more number ofcustomers.Retailing isnot justaboutsellingproducts—itisaboutsellinganidea.Whydopeopleinshopwhentheyareboredordepressed?Itisnotjustbecausetheyhavethemoney to buy, but because they want to go through anexperience.Itisverycrucialinretailingtomakecustomersrelate to every product that is being sold, as well as theStore’senvironment.

CustomersServicesDepartment

As the name suggests this is the separatedeptwhichmainlyfocusesoncustomerservicelikeifacustomerfindsdifficultyinfindinganyproduct,ifthereareanycustomercomplaints,theyarealsolookedinto,any customer assistance etc. is also provided. There isalso an Exchange Counter where if a customer isdissatisfied or wants to exchange the product he/ shehas purchased for any reason , the customers canexchangethemwithin7daysoftheirpurchase.Whenacustomerbringsaproduct forexchange, theproduct isfirst received and checked if it is used or deliberatelydamaged or tampered with. If it is in an acceptablecondition,thenthecustomerisissuedaCreditNoteforthat amount (product’s price). Then customer canpurchaseanyproductforthatamountorjusttakebackthe money by encashing the credit note at a cashcounter. If the customer buys a product less than theamountinthecreditnote,thedifferenceamountwillbereturned to the customer and on the other hand if acustomerbuysaproductmore than theamount in thecredit note, the customer will be asked to pay thedifferenceamount.

This department is also responsible forannouncing all the offers running in the store ondifferent products throughout the day. This dept alsodoes gift wrapping for any product if the customerwantsitatfreeofcost.

The dept also collects customers’ opinion /feedback for continuous improvement in their service.The ultimate aim of this department is to help andsatisfy the customer in every possible manner andmakesthecustomers’experiencememorable.

AdministrationDepartment

The Store administration comes under theStoreManager.Itsfunctionsarestoremaintenance,housekeeping, securityetc.Thestoremaintenanceis concernedwith theproper runningof the storein co‐ordination with all the departments. It alsohas to ensure proper back –up power supply intimes of power cuts. The Housekeeping isconcernedwithkeepingallthedepartmentsoftheStorecleanandneatallthetime.Coversandotherwastesshouldbeproperlycleanedandthefloorissweptregularlytokeepitclean.TheSecuritysectionisconcernedwiththesecurity of the entire store. Security departmentkeeps a vigilant check on all the people enteringanddepartingat thevariousentryandexitpointsinthestore.Theyalsomaintainalltheregisterslikeemployees’ attendance register, stock register,visitors’registeretc.Theycheckallcustomers’billbeforelettingthemoutofthestore.They ensure orderliness in the store andpreventshrinkageorpilferageofgoodstominimisethe loss arising out of it. The housekeeping andsecurity are outside agencies employed by thestore on a contract basis to take care of therespectivefunctions.

The Administration department alsohas a separate section known as ‘InformationTechnology’. This department is responsible forthemaintenanceofallthesystemsoftheStore,allbillingmachinestheirfunctioningnetworkingwiththe master machine etc. If there is any problemwith themachine in any department in the store,then this department comes into function. Thisdept integrates all the systems in the store andproperlymaintainsallofthem.

SWOTAnalysisOfBigBazaar

Strengths Better understanding of customers helping thecompanytoservethembetter.

Vastrangeofproductsunderoneroofhelping inattracting customer and their family to shoptogetherandenjoytheexperience.

Benefitofearlyentryintotheretailindustry. Diversified business operating all over India invariousretailformats.

Ability to get products from customers atdiscountedpriceduetothescaleofbusiness

Weaknesses

Highcostofoperationduetolargefixedcosts. Verythinmargin. Highattritionrateofemployee.

Opportunities

Lotofpotentialintheruralmarket. Canenterintoproductionofvariousproductsduetoitsindepthunderstandingofcustomers’tastesandpreferences.

Canexpandthebusinessinsmallercitiesasthereisalotofopportunity.

Threats Highbusinessriskinvolved. Lotofcompetitorscominguptotapthemarketpotential.

Marginofbusinessreducingallthetime.

BrandsInBigBazaar

Big Bazaar has gradually introduced privatelabelsinfashionoverthelastfewyears.Everyyear,new,privatelabelsareintroducedtoincreasetheirshare over other brands. These are known as ‘InHouse brands’which are exclusively promoted byBigBazaarinitsstores.It is very important to promote andsell these brands aggressively, since theycontribute to highermargins thereby contributingheavilytothebottomline.

Itisthemen’sformalwearbrandwitharrangethatincludesformalshirts,trousers,suits,blazersandbasicmen’saccessoriesliketiesandhandkerchiefs.

KNIGHTHOOD

The complete ethnic wear range offering arange of traditional designs for ladies encompassesboth salwar kameez sets and mix & match/ fusionwear.

Themen’sethnicwearrangeconsistsofkurtas,kurtapyjamassetsandsherwanisets.

SRISHTI

SHATRANJ

India’scoolanswertointernationalbrandsispositioned for the20‐35yearagegroup. It targetsboth men and ladies and the range includesdesignerdenims,casuals,street‐wear.

This isaunisexsportswearrange for theagegroupof20‐40years.

Truetoitstagline‘whatwomenwant’,Shylaoffersacomplete range of formal/ semi‐casual line of ladiestops,trousers,skirts,etc.

DJ&C

DJ&CSports

SHYLA

Itisarangeofmen’spartywear.

The kids’ brand range created to celebrate thespiritofchildhood,hasthebluerangeforboysandpinkfor girls. There is an infant line also available as well.Pink & Blue covers the entire apparel needs of kidsacrosst‐shirts,shirts,jeans,trousers,shorts,dressesandethnic‐wear/occasion‐wear.

STUDIONYX

PINK&BLUE

Men’sT­shirts

Big Bazaar, India's largest hypermarket chain, apart of the Future Group, announced the launch of theexclusive Fashion@Big Bazaar ‘LondonDreams’ FashionCollection,arangeofexclusiveapparel,whichcapturesthestyle statement of the ‘London Dreams’ cast. Big Bazaarstores across the countrywill showcase the very youthfulapparel and fashion specially created for the stars ofLondon Dreams. With an intention to fulfil the dream ofdressing up the youth, and ‘Fashion jo Star bana de’promise, Fashion@Big Bazaar will have the youthfulcollection.

CTEE

LONDONDREAMS

OTHERSBRANDSATBIGBAZAAR

WORK EXPERIENCE

ROLES AND RESPONSIBILITIES HANDLED:

My role was customer service associate. I did sales in department like general merchandise. PUC

department in particular, in fashion department, and Electronics department then I met with the

customers and got the feedback.

DESCRIPTION OF LIVE EXPERIENCE

When I was in Fashion department I learnt how to serve the customer, specifications of the

product in Fashion department. I learnt about private labels of pantaloon retail India ltd. Then I

moved to Electronics Department @ big bazaar, met with the customers to know about the

customer’s opinion on Electronics products at big bazaar.

conclusion

Indian retail sector is witnessing one of the most hectic Marketing activities of all

times. The companies are fighting to win the hearts of customer who is God said by the

business tycoons. 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 less than one roof

at low rates.

The consumer’s preferences are changing & they are moving from Traditional

Kirana stores to Modern Retail outlet. It’s the main challenge to the Modern retail outlets

to attract the customers towards them from that of competitors. To attract more customers

companies have to carry out the promotional activities in unique way. BIG BAZAAR has

maintained that uniqueness & has succeeded in attracting customers.

The promotional activity of the company, which famous as Less Price than others

as it says ‘Nobody Sells Cheaper and Better!’ is made its place in minds of customer. As

the competition is becoming stiff in the market the activities conducted by the company

are unique, that have brought fruitful result to the company. Among them sales

Promotions is one of the leading activity or unique among all other activities & has high

influence on the customer walk-in.

BIBLIOGRAPHY

Websites:

www.pantaloon.com

www.indiaretailing.com

www.google.com

Books, magazine & newspaper

Image retail, business line, economic times etc,.