dinesh kataria

8/2/2019 DINESH Kataria

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PROJECT REPORT

ON

CUSTOMER AREA MAPPING

Submitted in the Partial Fulfillment for the Award of

the Degree of Post Graduate Degree in management

FOR

Guru Gobind Singh Idraprastha University

Submitted by:

Rahul

Dubey

Under the Supervision of

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Divya Verma maam

University School of Business Studies, 2010-12

INDEX

Acknowledgement 3

Preface 4

Declaration 5

Executive summary 6

Industry profile 7

About the company 8

Boards of directors 12

Culture 14Mission &Vision 16

Pantaloons India ltd 17

Future group Limited 19

Achievements 21

Competitors 24

SWOT Analysis 38

Objective of Report 37

Recommendations 39

Case study 40

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Conclusion 42

Bibliography 43

ACKNOWLEDGEMENT

There are a few things that come in the life of a person, may be for a short span of time,

but leaves on ever shining impression in to the mind. My summer training is one of the

events, which will be evergreen in my life.

As I have been placed in MORE, Rohini, Delhi. I shared the real operational skills and

knowledge from their experienced, enthusiastic and cordial executives, without whom I

would have not been able to achieve my aim.

First of all I would like to express my thanks to Mr. Ashish Upadhayay (marketing

head) ofMORE, Delhi for permitting me to do the training at his concern. I am also

very grateful to KAPIL SHARMA for sharing valuable experience and suggestions

regarding training and preparation of report.

I would like to convey special thanks to my mentor for providing me help and co-

operation needed.

I also owe sincere gratitude to my family members whose love, affection, co-operation

and moral support have provided me the strength to carry out this project.

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PREFACE

As part of my curriculum of PGDM- SIP (Summer internship project) , I joined Foodbazaar, Rohini, Delhi for 45 days internship, I worked with its marketing departmentincluding the floor staff and the management team on area mapping, competitors

benchmark to gain knowledge about the working of retail industry, how these organizedstores are managed and how the strive for maximum customer satisfaction.

My learning from this project will be a great help in future as practical experience is farmore useful than knowledge of 1000 good books. As the retail industry is marchingwith gushing speed towards the horizon, Pantaloons Retail Ltd is also heading withgreat speed to keep pace with the basic FMCG, grocery, home ware, etc.

In P.G.D.M we are taught above the subjects, which if not applied properly is a simplewaste of time. At Pantaloons Retail Ltd I got a chance to apply my theory to the latesttechnological, general management and operational environment

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DECLARATION

I, DINESH KATARIA student ofJAIPUR NATIONAL UNIVERSITY, JAIPUR

do hereby declare that the project report titled ARCUSTOMER AREA MAPPING

is the record of authentic work carried out by me during the academic year 2009-2011

and has not been submitted to any other university or Institute towards the award of any

degree. An attempt has been made by me to provide all relevant and important details

regarding the topic to support the theoretical edifice with concrete research evidence.

This will be helpful to clean the fog surrounding the various aspect of the topic.

I hope that this project will be beneficial for the Organization.

Date:

Place:

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EXECUTIVE SUMMARY

The report outline the aspect related to Marketing activities of the store. The emphasisis given on customer area mapping through eliminating point of errors to find out thepotential customers near by 5 km radius of the store. In the report after introducing thetopic, an overview of retail industries is given so as to understand the current scenarioof organized retail in India.

In company profile an overview about the company is given. It also includes the historyand achievements of future group. It also includes its manifesto, vision, mission andvalues.

As I was working on area mapping, I worked upon different aspects, such as in the

beginning of my internship I looked after the areas in the 5 kms radius and dividedthem into bricks. Then through various sources I had gathered information aboutnumber of people living in the areas.

I have pointed out the problem areas in the case study. Finally the report concludedwith suggestions and recommendations.

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INDUSTRY PROFILE

The India retail story

Liberalisation of the Indian economy and rationalisation of business procedures haveensured a high economic growth with a rapidly expanding base for the manufacturingand hi-end services sectors. Fresh avenues for gainful employment to a predominantlyyoung and talented population have created high disposable incomes that translate intohigher consumption and thus better opportunities for all verticals of retail to flourish.

The country's dynamic retail landscape presents a unique opportunity to investors fromacross the globe, to use India as a strategic business hub. Currently, the India retailmarket is US $332.8 billion (Rs1,330,000 crore) strong, growing at the rate of 10.8

percent per annum, as per Images F&R Research estimates. Of this, the share of

organised retail in 2007 was estimated to be only 5.9 percent, which is US $19.6 billion(Rs 78,300 crore). However this modern retail segment grew at the rate of 42.4 percentin 2007, and is expected to maintain a faster growth rate over the next three years,especially in view of the fact that major global players and Indian corporate houses areseen entering the fray in a big way. Even at the going rate, organised retail is expectedto touch US $57.5 billion (Rs 2,300 crore) by 2010, constituting roughly 13 percent ofthe total retail market.

At the heart of the India growth story is its population, the generators of wealth, both asproducers and consumers. With the largest young population in the world - over 890million people below 45 years of age, India indeed makes a resplendent market. The

country has more English-speaking people than in the whole of Europe taken together.Its 300 million-odd middle class, the 'real' consumers, has attracted the attention of theworld, and as the economy grows so does India's middle class. It is estimated that 70million Indians earn a salary of over US $19,500 a year, a figure that is set to rise to 140million by 2011. The number of effective consumers is expected to swell to over 600million by this time - sufficient to establish India as one of the largest consumermarkets of the world.

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THE RETAIL REVOLUTION

In this land of 15 million retailers, most of themowning small mom and pop outlets, we also have a

modern retail flourishing like never before. There islittle room for conflict as evidenced from the factthat India presents a unique case of consumption-driven economy: while the US reels underrecession, where supply clearly outstrips demand,India confronts inflation, where industry andretailers are as yet unable to provide what theconsumer demands.

With several states in the country permitting retailers to purchase produce directly fromfarmers, the farmers too, are adapting to the new opportunity to cultivate assigned crops

and take special care of the same. This gets them instant credit at higher prices thanwhat they received from the erstwhile traders/middlemen. Corporate retailers like ITC,Godrej, Reliance, AV Birla and many others have already established the farm linkages.Indian farmers are finally making good money, after centuries of social and economicexploitation. The Indian government too has chipped in with a massive loan waiverworth Rs 60,000 crore to lighten the farmers' debt burden.

The urban market undoubtedly continues to grow but with most of the retail initiativesconcentrated in the metropolitan and tier-I and tier-II cities, these markets are fast

becoming saturated. Realizing this, most of the big retail companies have startedtargeting the tier-III cities and the rural towns to spur their growth. The 'bottom of the

pyramid' market is now looking attractive for companies wanting to explore new turf.DCM Hariyali Kisan Bazaars and Godrej Aadhars have already set up rural retail hubs,ITC Choupal Sagar has done the same and so have Tata Kisan Sansars, Reliance Fresh,and others like the Naya Yug Bazaar

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COMPANY PROFILE

Future Group India was established in 1994 with a vision to provide diverse services in

Indian and Global markets. The business areas of Future Group cover BPO (BusinessProcess Outsourcing), New Media, Security Management, and Construction. Throughtheir strategic investment and services, the future of Future Group shows a rising star inthe business sky of India.

Future Group India was established in 1994 with a vision to provide diverse services inIndian and Global markets. The business areas of Future Group cover BPO (BusinessProcess Outsourcing), New Media, Security Management, and Construction. Throughtheir strategic investment and services, the future of Future Group shows a rising star inthe business sky of India.



Joint Ventures with International Brands

o Indus League Clothing that owns leading apparel brands like Indigo Nation,

Scullers and Urban Yogao Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 and

Brew Baro French retailer ETAM group, US-based stationary products retailer, Staples and

UK-based Lee Cooper.o

Franchisee of international brands like Marks & Spencer, Next, Debenhams andGuess in India

Indian Joint Venture Partners

o Manipal Healthcare

o Talwalkar's

o Blue Foods

o Liberty Shoes.

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FUTURE CAPITAL HOLDINGS

The financial services of Future Group are taken care by Future Capital Holdings.These include:

o Asset Management and consumer credit are the prime focus financial services.

Around 1 billion USD have been invested in retail real estate and consumerbrands outlets and hotels.

o Future Money - It is a financial supermarket format providing consumer credit

o Joint venture with Italian insurance major Genaral Insurance for providing

general insurance services.o Venture Capital Funds and Private Equity Funds through kshitijfund.com

BPO (BUSINESS PROCESS OUTSOURCING)

Future Group has made major investments in BPO industry as a venture into theInformation Technology Enabled services (ITES) industry. Future Group hassubsidiaries offering IT based solutions. These include:

o Language Services

o Software Development

o Content Engineering

NEW MEDIA

Future Group has invested in digital media and computer technology for creatinginnovative and interactive multimedia presentations. These include:

o Multimedia Production

o Broadcasting

o Publishing

o Designing

SECURITY MANAGEMENT

Future Group is considered as a reliable tailor-made business and security servicesprovider. They develop their own software and machines for security services. Theseinclude:

o Access Control Systems

o Time Attendance Systems

o CCTV

o Alarm Management Systems

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CONSTRUCTION

Future Group bring to you're their past experience in quality construction for buildingand renovating buildings for leasing to business. Future Group is also involved in thedesigning, financing and legal considerations of the project undertaken. The

construction activities of Future Group in India include:

o Leasing

o Landscaping

o The latest business activity of Future Group is an investment of Rs. 140 crores

in the next three years in cricket-related marketing. The CEO of Future GroupMr. Kishore Biyani has planned out association with cricket and to encash the

popularity of cricket in India and globally. Future Group has also organizedone-day international cricket series between India and Australia called "TheFutureCup".

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BOARDS OF DIRECTORS

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Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India)Limited and the Group Chief Executive Officer of Future Group. T

Mr. Gopikishan Biyani, Wholetime Director

Gopikishan Biyani, is a commerce graduate and has more than twenty yearsof experience in the textile business.

Mr. Rakesh Biyani, Wholetime Director

Rakesh Biyani, is a commerce graduate and has been actively involved incategory management; retail stores operations, IT and exports. He has beeninstrumental in the implementation of the various new retail formats.

Mr. Vijay Biyani, Wholetime DirectorVijay Biyani has more than twenty years of experience in manufacturing,textiles and retail industry and has been actively involved in the financial,audit and corporate governance related issues within the company.

Mr. Vijay Kumar Chopra, Independent Director

V.K.Chopra is a fellow member of The Institute of Chartered Accountantsof India (ICAI) by profession and is a Certified Associate of Indian Instituteof Bankers (CAIIB). His banking career spans over 31 years and he has

served senior management positions in Central Bank of India, OrientalBank of Commerce, SIDBI, Corporation Bank and SEBI.

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, anda Certified Internal Auditor. He is the Deputy Managing Partner of

Haribhakti & Co., Chartered Accountants and past president of Indianmerchant Chambers. He is on the Board of several Public LimitedCompanies, including Indian Petrochemicals Corporation Ltd., AmbujaCement Eastern Ltd. etc. He is on the Board of Company since June 1,1999.

Mr. S Doreswamy, Independent Director

S. Doreswamy, is a former Chairman and Managing Director of CentralBankofIndia and serves on the board of DSP Merrill Lynch Trustee Co andCeat Limited among others.

Dr. D O Koshy, Independent Director

Dr. Darlie Koshy, a PhD from IIT Delhi and rank holder in MBA headedNID Ministr of Commerce GOI as Director for 2 terms of office rior to

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OUR CULTURE

Passion for Retail is why we are here.

At Pantaloon Retail, Empowerment is what you acquire and Freedom at Work is whatyou get. We believe our most valuable assets are our People. Young in spirit,adventurous in action, with an average age of 27 years, our skilled & qualified

professionals work in an environment where change is the only constant.

Powered by the desire to create path-breaking practices and held together by values,work in this people intensive industry is driven by softer issues. In our world, making adifference to Customers lives is a Passion and performance is the key that makes it

possible. Out of the Box thinking has become a way of life at Pantaloon Retail Retailand living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloon Retail. Leadership isthe quality that motivates us to never stop learning, stretching to reach the nextchallenge, knowing that we will be rewarded along the way. In the quest of creating anIndian model of retailing, Pantaloon Retail has taken initiatives to launch many retailformats that have come to serve as a benchmark in the industry. Believing in leadershiphas given us the optimism to change and be successful at it. We do not predict thefuture, but create it.

At Pantaloon Retail you will get an opportunity to handle multiple responsibilities, andtherein, the grooming to play a larger role in the future. Work is a unique mix of

preserving our core Indian values and yet providing customers with a service, on parwith international standards.

At Pantaloon you will work with some of the brightest people from different spheres ofindustry. We believe its a place where you can live your dreams and pursue a careerthat reflects your skills and passions.

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VALUES

Indians: confidence in ourselves.

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

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

Introspection: leading to purposeful thinking.

Openness: to be open and receptive to new ideas, knowledge and information.

Valuing and Nurturing Relationships: to build long term relationships.

Simplicity & Positivity: Simplicity and positivity in our thought, business andaction.

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

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

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MISSION

We share the vision and belief that our customers and stakeholders shall be served onlyby creating and executing future scenarios in the consumptionWe will be the trendsetters in evolving delivery formats, creating retail realty, makingconsumption affordable for all customer segments for classes and for masses.

We shall infuse Indian brands with confidence and renewed ambition.

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

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

shall be the driving force to make us successful.

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Pantaloon retail India ltd.

Pantaloon Retail (India) Limited, is Indias leadingretailer that operates multiple retail formats in both thevalue and lifestyle segment of the Indian consumermarket. Headquartered in Mumbai (Bombay), thecompany operates over 12 million square feet of retailspace, has over 1000 stores across 71 cities in India andemploys over 30,000 people.

The companys leading formats include Pantaloons, achain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food

Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars withaspects of modern retail like choice, convenience and quality and Central, a chain ofseamless destination malls. Some of its other formats include Brand Factory, BlueSky, aLL, Top 10 and Star and Sitara. The company also operates an online portal,futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates HomeTown, a large-format home solutions store, Collection i, selling home furniture

products and eZone focused on catering to the consumer electronics segment.

Pantaloon Retail was recently awarded the International Retailer of the Year 2007

by the US-based National Retail Federation (NRF) and the Emerging MarketRetailer of the Year 2007 at the World Retail Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business group cateringto the entire Indian consumption space.

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Big Bazaar

Big Bazaar is not just another hypermarket. It caters to every need of your family.

Where Big Bazaar scores over other stores is its value for money proposition for theIndian customers.

At Big Bazaar, you will definitely getthe best products at the best prices -thats what they guarantee. With theever increasing array of privatelabels, it has opened the doors intothe world of fashion and generalmerchandise including home

furnishings, utensils, crockery,cutlery, sports goods and much more at prices that will surprise you. And this is just thebeginning. Big Bazaar plans to add much more to complete your shopping expereince.

Big Bazaar is the flagship hypermarket retail chain from Future Group, having 116stores across the country. With its motto of Isse sasta aur accha kahin nahin, BigBazaar ensures that all the products are of good quality and offered at the lowest prices.Promising 'more for less', Big Bazaar, offers 1.6-lakh mass-market product ranges thatare sought by a majority of Indian consumers. It also offers a host of value-addedservices. The special discounts and promotional offers, which are available at regularintervals, makes the format very unique and distinct. The consumer experiences a new

level of standard in price, convenience, comfort, quality and store service levels.

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Future Group Manifesto

Future the word which signifies optimism, growth, achievement, strength, beauty,rewards and perfection. Future encourages us to explore areas yet unexplored, writerules yet unwritten; create new opportunities and new successes. To strive for aglorious future brings to us our strength, our ability to learn, unlearn and re-learn ourability to evolve.

We, in Future Group, will not wait for the Future to unfold itself but create futurescenarios in the consumer space and facilitate consumption because consumption isdevelopment. Thereby, we will effect socio-economic development for our customers,employees, shareholders, associates and partners.

Our customers will not just get what they need, but also get them where, how andwhen they need.

We will not just post satisfactory results, we will write success stories.

We will not just operate efficiently in the Indian economy, we will evolve it.

We will not just spot trends; we will set trends by marrying our understanding of theIndian consumer to their needs of tomorrow.

It is this understanding that has helped us succeed. And it is this that will help ussucceed in the Future. We shall keep relearning. And in this process, do just one thing.

Rewrite Rules. Retain Values.

AFFILIATED COMPANIES

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Home Solutions Retail (India) Limited

Future Brands Limited

Future Media (India) Limited

Future Logistic Solutions Limited

Future Axiom Telecom Limited

Pantaloon Food Product (India) Limited

Future Knowledge Services Limited

Future Capital Holdings Limited

Future Generali India Insurance Company Limited

Future Generali India Life Insurance Company Limited

Future bazaar India Limited

Staples Future Office Products Private Limited

ACHIVEMENTS

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Big Bazaar and p an ta loons were r anked among th e top 10 b rands inre ta i l /L e i sure ca tegory in Ind ia s mos t t rus t ed b rands 20 0 7 l i s t byBrand E qui ty , E conomic T imes .

Whi le B ig Bazaa r was vo ted as th e Mos t T rus ted Brand , bea t ing

the l ikes o f P izza Hut , Mc Dona ld s and V isha l Mega Mar t ,Pan ta loons a t the no . 7 sp o t r anked h igher than o the r l i f e s ty lefash ion fo rmats l ike Shop p ers S top and L i fes ty le .

Images Reta i l Awards:

Best Value Reta i l Store Big BazaarBest Reta i l Dest inat ion Big BazaarBest Food & Grocery Store Food BazaarRetai l Face of the Year Kishore Biyan iRetai l Entrepreneur of the Year Kishore Biyan i

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Company Timeline

Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch ofPantaloons trouser, Indias 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 formatlaunched across the nation. The company starts the distribution of brandedgarments 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 feetstore, 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 - Indias first seamless mall is launched in Bangalore.

2005 Group moves beyond retail, acquires stakes in Galaxy Entertainment, IndusLeague Clothing and Planet Retail.

Sets up Indias first real estate investment fund Kshitij to build a chain ofshopping malls.

2006 Future Capital Holdings, the companys financial is formed to manage over$1.5 billion in real estate, private equity and retail infrastructure funds. Plansforays into retailing of consumer finance products.

Home Town, a home building and improvement products retail chain islaunched 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 developmentand retail-led technology services become operational.

Pantaloon Retail wins the International Retailer of the Year at US-basedNational Retail Federation convention in New York and Emerging Retailer

of the Year award at the World Retail Congress held in Barcelona.

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Futurebazaar.com becomes Indias most popular shopping portal.

2008 Future Capital Holdings becomes the second group company to make asuccessful Initial Public Offering in the Indian capital markets.

Big Bazaar crosses the 100-store mark, marking one of the fastest everexpansion 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 rurallocations.

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COMPETITORS

1. MORE

2. BIG BAZAAR

3. SPENCERS

4. EASY DAY(WALMART)

5. 6TEN

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OUR PROJECTS

1. AREA MAPPING OFFOOD BAZAAR, ROHINI.

2. AREA MAPPING CITY CENTRE MALL, ROHINI

3. CUSTOMERS PROFILING, FOOD BAZAAR, ROHINI

4. COMPETITORS BENCHMARK

1. Project on Area mapping for Food bazaar

AREA MAPPING: Any study conducted concerning attitudes of consumers, productcomparisons, or marketing evaluations, or any combination of marketing factors, wherethe results are charted on a graph to show a correspondence among variables (whereinone variable is dependent on another and a change in one will effect a change in theother).

Food Bazaar

Vikas Surya Shopping Mall, Manglam Place, Plot No. 18, Sector 3, Rohini, New

Delhi 110085D 011-27947720How to Reach / Landmark

Near M2K Multiplex

Web References

http://www.pantaloon.com

Key Offerings

Fresh Foods

Brands Offered

Pantaloon

Products and Services

Grocery, fresh and packed fruits & vegetables, dairy products etc.

Merchant Comments

Food Bazaar invites you for a shopping experience, unique by its ambience. At FoodBazaar you will find a hitherto unseen blend of a typical Indian Bazaar and

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International supermarket atmosphere. Flagged off in April02, Food Bazaar is a chainof large supermarkets with a difference, where the best of Western and Indian valueshave been put together to ensure your satisfaction and comfort while shopping.h Thewestern values of convenience, cleanliness and hygiene are offered through pre packedcommodities and the Indian values of "See-Touch-Feel" are offered through the

bazaar-like atmosphere created by displaying staples out in the open, all at veryeconomical and affordable prices without any compromise on quality.

ROHINI

Rohini is a 20-year-old residential sub city inNorth West Delhiin India. Rohini is

second largest sub city in Asia afterDwarka Sub City inSouth West Delhi.

Location: West of Delhi

This is one of a popular region of west Delhi. The region mainly encompasses DDA

flats - LIG (Lower Income Group), MIG (Middle Income Group). Sprawling parks

accompany the residential colonies here and adjacent bus stands.

Rohini has been divided into various sectors, each sector having a market of its own.

You will find commodities of daily use at these markets. There are some well

developed markets as well that are situated here. There are designer show rooms and

brand outlets at these markets. Parking facility is also there which makes this place even

more convenient.

Being the farthest from actual Delhi city, you will find property rate comparatively less

over here. There are few kothis in the region, but then actual posh region yet has to

develop. Punjabis mainly inhabits the area.

AccessibilityDistance between New Delhi Railway Station to Rohini is approximately 18 kms

Distance between Nehru Palace and Rohini is approximately 31 kms.

Distance between ISBT and Rohini is 15 kms.

Distance between ITO and Rohini is approximately 21 kms

Neighborhoods

The neighboring areas arePitampura, Mangol Puri, Badli village, Mukarba chowk,

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http://en.wikipedia.org/wiki/North_West_Delhihttp://en.wikipedia.org/wiki/North_West_Delhihttp://en.wikipedia.org/wiki/North_West_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Dwarka_Sub_Cityhttp://en.wikipedia.org/wiki/South_West_Delhihttp://en.wikipedia.org/wiki/South_West_Delhihttp://en.wikipedia.org/wiki/Pitampurahttp://en.wikipedia.org/wiki/Pitampurahttp://en.wikipedia.org/wiki/North_West_Delhihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Dwarka_Sub_Cityhttp://en.wikipedia.org/wiki/South_West_Delhihttp://en.wikipedia.org/wiki/Pitampura


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Shahbaad Daulatpur (Delhi College of engineering) and Bawana.

Metro Connectivity

Delhi metro network, as it will look by 2009

It has three stations on Red Line of Delhi Metro Line 1 which connects to Dilshad

Garden, Kashmere Gate: Rohini East, Rohini West and Rithala Stations.

Sectors

Sprawling parks accompany the residential colonies here and adjacent bus stands.

Colonies like Rajeev Nagarare developing colonies in Rohini. However the land prices

are increasing every fortnight here. It has more than 50 sectors. Sector 3 is the biggest

sector and sector 2 is the smallest sector in Rohini Sub City.

Parks, malls, business centres and multiplexes

Mangalam Place Sector-3, Rohini is a hub for shopping arcades and office complexes.

It has many famous stores like Ritu Wears, , Croma, and Food Bazaar. The Famous

Bittu Tikki Wala has an outlet right here. RING ROAD Mall, W Mall, Vardhman

Towers are some other Malls in Mangalam Place. RG Complex is a famous business

community centre in Sector-8 Rohini. DC CHOWK Complex, Sector-13 is another

business centre Lots of other shopping malls are also there and many coming up inhere.

AREA SURROUNDED BY FOOD BAZAAR IN ROHINI: -

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FOOD BAZAAR

SECTOR-: 8SECTOR-: 7

SECTOR-: 6

SECTOR-: 9

SECTOR: -3
http://en.wikipedia.org/wiki/Bawanahttp://en.wikipedia.org/w/index.php?title=Rajeev_Nagar&action=edit&redlink=1http://en.wikipedia.org/wiki/Bawanahttp://en.wikipedia.org/w/index.php?title=Rajeev_Nagar&action=edit&redlink=1


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2. CUSTOMER AREA MAPPING

This report is based on areas nearby city centre, Rohini sector 10.

A: - CITY

CENTER

MALL

B: - ROHINI

WEST

METRO

STATION

C: - RITHALAMETRO

STATION

SECTOR 10: -This sector is not fullydeveloped till now, andis a full commercial area, which includes Metro walk adventurous Islands, D mall, Citycentre mall, Swarna Jayanti Park etc Major part of this sector is vacant till now.

SECTOR 9: -

This sector is divided into more than 50 plots and each Plot is constructed as apartmentand each apartment has Several Flats i.e. 150 approx. And in each flat 4-5 membersLive.

This sector is completely divided into apartments were where around 65% upper middleand 35% middle class lives.

SECTOR 13: -

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A

BC

SECTOR

9

SECTOR

13SECTOR

11

SECTOR10

SECTOR 15 SECTOR 13

BABA SAHEB AMBEDKARHOSPITAL

SECTOR

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This sector is dived into 49 plots and each plot is Constructed into apartments. Eachapartment has several flats i.e. 125 flats approx. And in Each flat average of 3-4members live.

This sector is also based on the same theme where only apartments exists, here around60% upper middle and 40% middle class people lives.

Sector 15: -This sector is divided into 7 blocks i.e From a to g. And all these blocks have Several

pockets. And every block contains 250 houses approx.

Here in sector 15 mainly middle class, economic class and lower class lives (janta

flats). Around 45% middle class, 55%economic and lower class.

Sector 16

This sector is divided into 10 blocks i.e from a to j. This sector also belongs to lowerincome group and middle income group, and very little upper middle. In this sectorevery block contains 200 houses approx.

Delhi development authority develops sector 16 mainly for government workers andlower class people.

Sector 11

This sector is divided into 8 blocks i.e from a to h. This sector belongs to middle class,upper middle and very few high class. Here in this sector every block contains 350houses approx.

In sector 11 apart from c1, b5, e1, and e2 upper middle and middle class peopleundertake all other sectors.

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3. CUSTOMER PROFILING:3. CUSTOMER PROFILING:

Under customer profiling our major work was to know theUnder customer profiling our major work was to know the

whether the people living nearbywhether the people living nearby

ROHINI knows about the regular Offers and schemes of FOODROHINI knows about the regular Offers and schemes of FOOD

BAAZAR or not.BAAZAR or not.

FOR THIS PURPOSE WE HAVE PREPARED A QUESTIONNAIRE ANDFOR THIS PURPOSE WE HAVE PREPARED A QUESTIONNAIRE ANDAPPROACHED AROUNDAPPROACHED AROUND

100 PEOPLE.100 PEOPLE.

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QUESTIONNAIREQUESTIONNAIRE

1. NAME: -

2. GENDER: -MALE ( ) FEMALE ( )

3. AGE GROUP: -(a) 18-25 (b) 25-30 (c) 30-40 (d) 40-50 (e) 50+

4. EDUCATION QUALIFICATION: -(a) Metric (b) Intermediate (c) Graduate(d) PG (e) Professional Degree

5. ADDRESS: -

6. PHONE NUMBER: -7. DO YOU REGULARLY VISIT TO FOOD BAZAAR?

(a) YES (b) NO

8. ARE YOU AWARE ABOUT WEDNESDAY BAZAAR?(a) YES (b) NO

9. WHAT DO YOU GENERALLY BUY FROM US?(a) Food & grocery (b) GM (crockery, utensils)

(c) Others

10. ARE YOU AWARE OF MONTHLY BACHAT BAZAAR (MBB)?(a) YES (b) NO

11. WHERE DO YOU BUY THESE THINGS FROM, IF NOT FROM US?

12. HOW OFTEN DO YOU BUY GROCERY?(a) Daily (b) Weekly(c) Fortnightly (d) Monthly

13. HOW MUCH YOU GENERALLY SPEND ON FOOD & GROCERY EVERYMONTH?

(a) 500 (b) 500-1000 (c) 1000-2000(d) 2000-3000 (e) 3000+

14. DO YOU GET REGULAR INFORMATION ABOUT THEOFFERS /DISCOUNTSRUNNING AT FOOD BAZAAR?(a) YES (b) NO

15. IF YES, THEN THROUGH WHICH MEDIUM?(a) Newspaper (b) Leaflets (c) TV

(d) Banner (e) SMS (f) Telecasting(g) Activity vehicle (i) Friends and relatives

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4. Area mapping Kirti nagar

This study is done for opening a new store at Moments mall near Kirti Nagar

metro station.

AREAS SURROUNDINGMOMENTS MALL

A) KIRTI NAGAR;

B) MOTI NAGAR;

C) NEW MOTI NAGAR;

D) KARAMPURA;

E) RAMA ROAD;

F) PATEL NAGAR;

G) NEW PATEL NAGAR;

F) KIRTI NAGAR INDUSTRIAL AREA.

KIRTI NAGAR: -Kirti nagar is the area with maximum number of potential customers.Most of the families living in this area are categorized into middle and upper middleclass.

Kirti nagar is divided into 14 blocks, named from A to N. In each block number ofhouses varies from 100 to 150.

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In Kirti Nagar 10% belongs to higher class,60% belongs to upper middle

class and remaining 30% to middle class.

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MOMENTS MALL

J-BLOCKK-BLOCKDLF INDUSTRIALAREA, KIRTI

NAGAR

N-BLOCK M-BLOCK L-BLOCK I-BLOCKD-BLOCK H-BLOCK G-BLOCKA-BLOCK

B-BLOCK

PATEL ROAD

SHIV

AJI

MARG

KIRTI

NAGA

R

IND.

ROAD


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MOTI NAGAR: -

Moti nagar is a very wide area covering New Moti nagar and Karampura.

Moti nagar is divided into 6 blocks i.e. from A to F.

Block A is consists of double story houses from 1 to 24 section. Each section carries atleast 55 houses. Further Moti nagar is divided into 5 blocks i.e. from B to F. Each blockcarries 50 to 150 houses.

Only 25% people belongs to upper middle in Moti nagar and rest 75% are in middleand lower class.

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DOUBLE STORY HOUSES1 TO 24 BLOCKS

BLOCK-B BLOCK-C BLOCK-D

BLOCK-EBLOCK-F

PAT

EL

ROAD

MOTI NAGAR METRO STATION, SHIVAJI MARG

DLF INDUSTRIAL AREA, MOTI NAGAR

FUNCINEMAS, MOTI

NAGAR


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In A block there are 24 sectors and in each sector there are approx 60 houses i.e. approx1400 flats, where lower class families lives.

Here in Moti Nagar 45% belongs to lower class,30% belongs to middle class and 25% to upper middle class.

New Moti Nagar: -

New Moti Nagar and Karampura are parts of Moti Nagar, New Moti Nagar is dividedinto blocks from 1 to 42 and each block consists of 16 to 25 houses. Here also mainlymiddle and lower class families live.

Karampura consists of 9 blocks i.e. from A to I, in these blocks houses varies from 140to 180. Mostly 60% families here are from middle class, 20% belongs to upper middleclass and rest 20% to lower class.

In New Moti Nagar there are 42 blocks and each block contains approx 16 houses i.e.approx670 houses.

Here approx. 60% belongs to middle class and remaining 40% belongs to lower class.

RAMA ROAD: - It is in front of Moments mall.

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NEW MOTI NAGAR

MILAN CINEMAS

PATEL ROAD

RAMA

ROAD

KARAMPURA


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PATEL NAGAR: - It is a very wide area covering so many localities. It starts afterKirti Nagar metro station covering Shadipur metro station and Patel Nagar East metrostation. Patel Nagar divides into East, West, North, South and New Patel Nagar. It alsoincludes areas like Ranjit Nagar, Baljit Nagar, Shadi kampur, and many more.

New patel nagar is near to Kirti nagar metro station. In this area mainly middle classfamilies are there. This area also includes juggies basti where a lower class person lives.

In west Patel Nagar mainly middle class families lives while in East Patel Nagar high-

class or upper middle class families holds the maximum area.

In West Patel Nagar mainly families belongs to upper middle and middle class.

While in East Patel Nagar majority of people belong to higher class and upper middleclass.

In Shadi Kampur mainly middle and lower class lives.

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IT IS A COMPLETELY INDUSTRIAL AREA

HERE ONLY LABOUR CLASS LIVES.


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OBJECTIVE OF THE PROJECT

To study the accounting process of Future Group Ltd. & to find out how company

maintain its accounts & is it being fair with all the stakeholders of the company like

shareholders, vendors, customers, etc. And to see whether they are disclosing their

accounts fairly to all the interested groups or not.

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SWOT Analysis of Food Bazaar, Rohini

STRENGTH WEAKNESS

Presence of private label in BBazaar & F Bazaar.

Location.

Rich experience.

Absence of computer accessories,goggles, female accessories, dailyuse products such as comb, nailcutter etc.

Lack of manpower

Visibility of the store in the mall

Time consuming billing process

OPPORTUNITY THREAT

Large untapped customer.

Increase in foot fall

Improved merchandise

Awareness of food

Bazaarin the customers mind.

Threat from existing hypermarketand supermarket chain such asMORE, Reliance fresh, Easy day

Parking charges.

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Recommendations

It is observed that many of the customers complain about the offers which are notgiven to them or sometimes they had complained about more charging for the productwhich is very embarrassing to the store as well as to the customers. This thing willcreate negative impact to the customers mind about the store. This is the problemrelated to IT but TL\TM should be given extra responsibility for checking the schemeof their product. This can be done mainly in the morning with opening some morecounters. This should we specially done for the offer product.

Visibility and promotion of private label should be increased andawareness in customer should be spread about the private brand and its pricewhich is less than other brands.

Increase in sale of private brand will directly increase the margins and customerloyalty.

It is observed that our major customer base has purchasing from local market & momand pop store so we can easily convert them as our regular customers by offeringgood service and offers along with quality product. This will help us to growcustomer base. This will be helpful for us when the major retailers will come to themarket.

Top up schemes was liked by the customers & it is true that it is also helped us toincrease ticket size but many of the customers complained about the presence of thatgifted article in the bill. We can do one thing at least we can write one line in the billthat the top up discount is distributed across the different article.

Gift items which we are giving to our customer such as rice, bucket etc may not beliked by many of our customer due to quality problem, instead of it we can offer

branded merchandise other things which we are giving to our customer is generallyliked by our customer such as bottle set, noodles.

Manual billing should be done in the section where the toffee product is placedotherwise it will increase pilferage. And it is helpful to the customer because they canuse it if they required after manual billing.

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Case study

Positioned as 'India's family store,' a Pantaloons departmental store (Pantaloons)targeted the middle and upper middle class urban population of the country and offered

a wide range of garments, accessories and life style products to meet the specificrequirements and preferences of all age groups.

In 2001, PRIL opened its first 'Big Bazaar,' a 30,000 square feet store in Kolkata. Themajor USP of the 'Big Bazaar,' store was low pricing. These stores offered the best

price proposition to customers.

As part of this, the stores focused less on branded items and more on unbrandedproducts with the same quality as branded ones, at a much cheaper rate. Commentingon this, Biyani said, "We are not in the business of selling ambience, but in the businessof giving the best possible deals to our consumers."

Food Bazaars represent PRIL's foray into yet another value retailing business, focusingon food and grocery products. These stores were designed based on PRIL'sunderstanding of the emotional and rational needs of Indian customers.

As it is said big bazaar provides value for money but customers have to devote hugetime at big bazaar not for selecting the merchandise but to get it billed. There are huge

billing queues which keeps the customer waiting and other type of errors that furtherslow down the billing procedure such as missing barcodes, problem in offer updation,merchandise not uploaded in system, etc.

Big bazaar has number of promotions and offer running simultaneously but these offersare not managed and worked upon properly. These offers have to be carefully uploadedin the system and rechecking should be done whether the offer is uploaded in thesystem. Missing barcodes have to be checked continuously and 100% barcoding should

be done every week. Merchandise without being uploaded in the system should not bekept on floor.

Less number of cash till are open in the store, in rush hours more cash till should beopened for customers convenience. Big bazaar, MGF mall, Jaipur is facing an acuteshortage of manpower. Two and half years back when the store was opened it had totalmanpower of approx. 165 employees which has been reduced to 78 employees till date,increasing the sections(furniture bazaar, electronic bazaar). Number of cashiers, housekeeping helpers is less then the requirement and thats the route cause of inefficientcashiering.

Cashiering efficiency is what is lacking at big bazaar, MGF mall, Jaipur with otherproblems mentioned above and in an organized retail store these problems cancontribute to high customer dissatisfaction.

Big bazaar format is a value format and should provide value for not only money butalso time to the customers. People come to shop at big bazaar for necessity goods and

not for leisure shopping and therefore efficient flawless services is what they look for inminimum time and maximum savings.

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Q. As a customer would you prefer to waste time in billing when u know you can getsame product at small mom n pop shop in few minutes.

Q. Does your first bad shopping experience at a store aback you to visit the store again?

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Conclusion

In the market there are bread and butter for everyone but what are the differentiating

factors among the successful and failed business?

Certainly the most important factor is customers faith, which makes a businesssuccessful, gaining faith in customers is not an easy task it is the time-tested relation.

The success of retailers is mainly depends on their customers specially their regularcustomers. This is the reason why all major retailers running customer loyalty Program.

Understanding of the customer satisfaction level is not easy some of the customerexpresses their feelings but majority of the customer is not expressing their view they

just roam around the store and leave the store unsatisfied.

Every regular customer is having more expectation from the store & knowing theirexpectation is again tough because they are generally not expressive about what theyare expecting from us.

Many offer, discounts, promotions take place at big bazaar through out the year butproper communication is essential to make the promotions successful. Forcommunication clear and reliable information of customer catchment should becollected so that they can focus on high catchment areas lowering theexpenses.Conversion rate and bill size when increases will automatically increase theturnover, so plans should be worked out on these aspects.

Big bazaar has loyal customers but it should strive for maximum customer satisfaction

and loyalty in a long run as in retail industry there is tough competition and customerare attracted to better quality, service, and post purchase experiences.

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Bibliography

www.pantaloon.com

www.wikipedia.org

www.futuregroup.in

www.google.com

www.retailasia.com

www.indiaretailing.com

dinesh kataria

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