Internship Training Report (1)

INTERNSHIP TRAINING REPORT

INTERNSHIP TRAINING REPORT

ON ON 

Is se

Is sesastasasta_auraur acchaaccha_{kahin nahi !kahin nahi !}

PROMOTIONAL ACTIVITIES & ITS EFFECT ON CUSTOMER PURCHASE PROMOTIONAL ACTIVITIES & ITS EFFECT ON CUSTOMER PURCHASE

Submitted in Partial Fulfillment of the Requirements of 

Submitted in Partial Fulfillment of the Requirements of 

INTERNATIONAL INSTITUTE OF BUSINESS STUDIES

INTERNATIONAL INSTITUTE OF BUSINESS STUDIES

Fo

Fo

_{r the Award}

_{r the Award}

of of 

M

M

_{aster Degree in Business Administration}

_{aster Degree in Business Administration}

Submitted

Submitted

By:-BI

BINOD KUMARNOD KUMAR BHBHARTARTII

Reg

Reg No:

No: 821240130 

821240130 

EXTERNAL

EXTERNAL GUIDE: GUIDE: INTERNAL INTERNAL GUIDE:GUIDE: M

M_{r.Sujanya.R-Arear.Sujanya.R-Area}MM_{anager(HR) anager(HR) PrPr}of of _{. Narayana Prasad. Narayana Prasad} M

M_{r.Vasanth Kumar Gr.Vasanth Kumar G}oo_{wda-Sr.Executive(HR) wda-Sr.Executive(HR) PrPr}of of _{.N.S.R..N.S.R.}MM_urthyurthy M

M_r.r.MM_{anjunatn(Danjunatn(D}MM₎₎

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT

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Binod Kumar Bharti

Binod Kumar Bharti

INTERNATIONAL INSTITU

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT

I express my pr

I express my pr

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_{the almighty my Parents & br}

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_r.Vasant

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N.S.R.

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f f 

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_ully.

Binod Kumar Bharti

Binod Kumar Bharti

DECLARATION

DECLARATION

I hereby declare the internship training report

I hereby declare the internship training report entitled

entitled

´

´

_{PROMOTIONAL ACTIVITIES & ITS EFFECT ON CUSTOMER}

_{PROMOTIONAL ACTIVITIES & ITS EFFECT ON CUSTOMER}

PURCHASEµ

PURCHASEµ

W

W

_{as carried}

_{as carried}

oo

_{ut by}

_{ut by}

Binod Kumar Bharti

Binod Kumar Bharti

During for a period of 4

During for a period of 4

thth

Jan 2010 to Feb 28

Jan 2010 to Feb 28

thth

2010. under the

2010. under the

guidance of 

guidance of 

M

M

_{r.Vasanth Kr. (HR). and}

_{r.Vasanth Kr. (HR). and}

Prof. Narayana Prasad

Prof. Narayana Prasad

Prof. N.S.R.

Prof. N.S.R.

MM

_urthy

_urthy

I assure that this report has not formed a basis for the award of any

I assure that this report has not formed a basis for the award of any

other Degree/Diploma by Punjab Technical University or any other

other Degree/Diploma by Punjab Technical University or any other

university.

university.

BANGALORE:

BANGALORE:

DATE:

DATE:

BINOD KUMAR BHARTI BINOD KUMAR BHARTI

INDUSTRY PROFILE:

Indian Retail Industry is standing at its po_intof _inf _lexio_{n, waiting} fo_{r the b}oo_{m t}o _take

place. The inceptio_n of _{the retail industry dates back t}o _{times where retail st}o_{res were} fo_{und in the village} f _airs, M_elas o_{r in the weekly markets. These st}o_{res were highly}

uno_{rganized. The maturity} of _{the retail sect}o_{r t}oo_{k place with establishment} of _{the retail}

sto_{res in the l}o_cality fo_{r c}o_nvenience. W_{ith the g}o_{vernment interventi}o_{n the retail}

industry in India too_{k a new shape. Outlets} fo_{r Public Distributi}o_{n System, C}o -o_peratio_{n st}o_{res and Khadi st}o_{res were set up. These retail st}o_{res demanded l}o_w

investmentsfo_{r its establishment.}

India has beco_{me syn}o_nymo_{us with retail b}oo_{m. A}f _{ter seeing the m}o_no_po_ly of _Indian

retailers, the market is all set to _welco_{me retailers} f _ro_{m Gul}f _co_{untries wh}o _{are making}

their way to _{invest in the c}o_untry.

RETAIL SPACE:

Retailers in India are the mo_{st aggressive in Asia in expanding their businesses, thus}

creating a huge demand fo_{r real estate. Their pre}f _{erred means} of  _expansio_{n is t}o

increase the number of  o_{utlets in a city, and als}o _{expand t}o o_{ther regi}o_{ns, revealed the}

Jo_{nes Lang LaSalle third annual Retailer Sentiment Survey-Asia.}

Driven by changing lif _{estyles, str}o_{ng inc}o_{me gr}o_{wth and} f _avo_{rable dem}o_graphic

patterns, Indian retail is expanding at a rapid pace. The co_{untry may have 410 new}

sho_{pping centers by 2012.} M_{all space,} f _ro_{m a meager} o_{ne milli}o_{n square} f _{eet in 2002, is}

expected to _to_{uch milli}o_{n square} f _{eet by end} of _{40 square} f _{eet by end} of _{2007 and an}

estimated 60 millio_{n square} f _{eet by end}of _2008.

FOOD RETAIL:

Foo_{d d}o_{minates the sh}o_{pping basket in India. The US $6.1 billi}o_{n Indian}foo_{ds industry,}

which fo_{rms 44 percent} of _{the entire} FM_{CG sales, is gr}o_{wing at 9 percent and has set}

the gro_{wth agenda} fo_{r m}o_{dern trade} fo_{rmats. The pr}o_spect fo_{r gr}o_wth of _{the branded}

segment is huge, as nearly 60 percent of _{average Indian gr}o_{cery basket still c}o_mprises

no_{n-branded items. O}f _{the 12 milli}o_{n retail} o_{utlets (which is the largest in the w}o_rld), o_{ver a 5 milli}o_{n sell} foo_{d related pr}o_{ducts. S}o_me of  _{large players in this market are}

Kisho_{re Biyani¶s} Foo_{d Bazaar,} M_{ukesh Ambani¶s Reliance} F_{resh, G}o_{drej Agr}o_vet,

Aditya Birla Gro_up¶s Mo_{re and the TATA Gr}o_{up (which acquired 70 percent stake}

_in

The Mobile Revolution:

The retail market fo_{r m}o_{bile ph}o_{nes-handset, access}o_{ries and airtime- is already an} o_{ver US $17.33 billi}o_{n market gr}o_{wing at the year ended(and 600 milli}o_{n by 2011),} M_{any players have been chalking} o_{ut aggressive plans:}

y Spice Group plans to invest US $123.8 million in the next 2 years in its telecom

retail venture.

y HotSpot Retail Essar Group plans to invest US $278.56-334.24 million over the

next three years in its teleco_{m retail venture.}

y Hypermarket Chains like Subhiksha have started exclusive stores for mobile

retail- Subhiksha Mo_{bile and Big Bazaar with} Mo_{bile Bazaar.}

KIDS RETAIL:

y When it comes toIndian children, retailers are busy bonding- and branding. y Monalisa, the Versace of kids, is coming toIndian.

y Global lif estyle brand Nautia is bringing Nautica Kids.

y International brand Zapp tied up with Raymond to foray into kids¶ appearel. y Disney launched exclusive chains which stock character-based stationery.

y Pantaloon¶s joint venture with Gini & Jony will set-up a retail chain to market

kids¶ appearel.

y Swiss kidswear brand Milou is collaborating with Tirupur-based Sreeja

Ho_sieries.

y Turner International India Pvt Ltd, with Launch Cartoon Network Townsville

and Planet.

POGO- two_{theme parks designed ar}o_{und its channels- In the Nati}o_{nal Capital Regi}o_n.

COMPANY PROFILE:

Pantaloo_{n Retail (India) Limited, is India¶s leading retailer that} o_{perates multiple retail} fo_{rmats in b}o_{th the value and li}f _{estyle segment} of  _{the Indian c}o_nsumer

market. Headquartered in M_{umbai (B}o_{mbay), the c}o_mpany o_perates o_{ver 12 milli}o_n

square f _eet of _{retail space, has} o_{ver 1000 st}o_{res acr}o_{ss 71 cities in India and empl}o_ys o_{ver 35,000 pe}o_ple.

The co_{mpany¶s leading} fo_{rmats include Pantaloons, a chain} of  f _ashio_n o_{utlets, Big}

So_meof _itso_ther fo_{rmats includeBrand Factory, Blue Sky, all, T}o_{p 10 and Star and}

Sitara.The co_{mpany als}o o_{perates an} o_{nline p}o_rtal, f _{uturebazaar.c}o_m.

Future Value Retail Limitedis a who_lly o_{wned subsidiary} of _Pantaloon

Retail (India) Limited. This entity has been created keeping in mind the gro_wth

and the current size of  _{the c}o_{mpany¶s value retail business, led by its} fo_rmat

divisio_{ns, Big Bazaar and Food Bazaar.}

The co_mpany o_perates121 _{Big Bazaar stores,} 170 _{Food Bazaar stores,} amo_ng o_ther fo_{rmats, in} o_ver 71 _{cities acr}o_{ss the c}o_{untry, c}o_{vering an} o_peratio_nal

retail space of  o_{ver6 million square feet. As a} fo_{cussed entity driving the gr}o_wth of _the

gro_{up's value retail business, Future Value Retail}

Limited will co_{ntinue t}o _{deliver m}o_{re value t}o _{its cust}o_{mers, supply partners,}

stakeho_{lders and c}o_{mmunities acr}o_{ss the c}o_{untry and shape the gr}o_wth of  _mo_dern

retail in India.

A subsidiary co_{mpany, H}o_{me S}o_lutio_{ns Retail (India) Limited,} o_{perates H}o_{me T}o_{wn, a}

large-fo_{rmat h}o_{me s}o_lutio_{ns st}o_{re, C}o_llectio_{n i, selling h}o_me f _{urniture pr}o_{ducts and}

eZo_nefo_cussedo_{n catering t}o _{the c}o_{nsumer electr}o_{nics segment.}

Future Group

F_{uture Gr}o_{up, led by its} fo_{under and Gr}o_{up CEO,} M_{r. Kish}o_{re Biyani, is} o_neof _India¶s

leading business ho_{uses with multiple businesses spanning acr}o_{ss the c}o_nsumptio_n

space. W_{hile retail} fo_{rms the c}o_{re business activity} of  F_{uture Gr}o_{up, gr}o_{up subsidiaries}

are present in co_nsumer f _{inance, capital, insurance, leisure and entertainment, brand}

develo_{pment, retail real estate devel}o_{pment, retail media and l}o_gistics.

Led by its f _{lagship enterprise, Pantal}oo_{n Retail, the gr}o_up o_perates o_{ver 12 milli}o_n

square f _eet of _{retail space in 71 cities and t}o_{wns and 65 rural l}o_catio_{ns acr}o_{ss India.}

Headquartered in M_{umbai (B}o_{mbay), Pantal}oo_{n Retail empl}o_{ys ar}o_{und 30,000 pe}o_ple

and is listedo_{n the Indian st}o_{ck exchanges.}

The co_mpany fo_llo_{ws a multi-}fo_{rmat retail strategy that captures alm}o_{st the entire}

co_nsumptio_{n basket} of _{Indian cust}o_{mers. In the li}f _{estyle segment, the gr}o_up o_perates

Pantaloo_{ns, a} f _ashio_{n retail chain and Central, a chain} of _{seamless malls. In the value}

segment, its marquee brand, Big Bazaar is a hypermarket fo_{rmat that c}o_{mbines the}

In 2008, Big Bazaar o_{pened its 100}th _sto_{re, marking the} f _{astest ever} o_{rganic expansi}o_n of  _{a hypermarket. The} f _{irst set} of  _{Big Bazaar st}o_res o_{pened in 2001 in K} o_lkata,

Hyderabad and Bangalo_re.

Other gro_{up c}o_{mpanies include,} F_{uture Generali, the gr}o_{up¶s insurance venture in}

partnership with Italy¶s Generali Gro_up, F_{uture Brands, a brand devel}o_{pment and IPR} 

co_mpany, F_{uture L}o_{gistics, pr}o_{viding l}o_{gistics and distributi}o_{n s}o_lutio_{ns t}o _gro_up

co_{mpanies and business partners and} F_utureM_{edia, a retail media initiative.}

The gro_up¶sf _{lagship c}o_{mpany, P antal}oo_{n Retail was awarded the Internati}o_nal

Retailerof _{the Year 2007, by the US-based Nati}o_{nal Retail}F_ederatio_{n, the largest retail}

trade asso_ciatio_{n and the Emerging} M_{arket Retailer} of _{the Year 2007 at the} Wo_rld

Retail Co_{ngress inBarcelona.}

VISION

Our Visio_{n is t}o _{emerge as the best and the m}o_{st pr}of _{itable retailer in INDIA.}

MISSION

W_{e share the visi}o_{n and the belie}f  _{that by impr}o_ving o_{ur per}fo_{rmance thr}o_ugh

inno_{vative spirit and dedicati}o_{n, we shall serve cust}o_{mers and stakeh}o_lders

satisf _acto_rily. W_{e shall be the trend setter in} f _ashio_{n and} off _{er a} f _{air deal t}o _all o_{ur cust}o_{mers. The c}o_{mpany shall strive t}o _{be the INDIAN retailing}

CONGLOM_{ERATE, an e}ff _{icient and l}o_{w c}o_st o_perato_{r with a c}o_{mmitment t}o

QUALITY. Our po_{sitive attitude arising} f _ro_m o_{ur dev}o_tio_{n, sincerity and united}

determinatio_{n shall be the driving} fo_{rce t}o _{make us gl}o_{bally CO}M_PETITIVE.

Core-Ideology

Core Value

Indianess:

Co_nf _{idence in}o_urselves.

Leadership:

To _{be a leader, b}o_{th in th}o_{ught and business.}

Respect and Humility:

To_{respect every individual and be humble in} o_ur

co_nduct.

Introspection:

Leading to _purpo_sef _{ul thinking.}

Openness:

To_beo_{pen and respective t}o _{new ideas, kn}o_{wledge and in}fo_rmatio_n.

Valuing and nurturing Relationship:

To _{build l}o_{ng term relati}o_nships.

Simplicity and Positivity:

Simplicity and po_{sitivity in}o_{ur th}o_{ught, business}

and actio_n.

Adaptability:

To_bef _{lexible and adaptable, t}o _{meet challenges.}

Flow:

To _{respect and understand the universal laws} of _Nature.

Major milestones:

1987 co_{mpany inc}o_rpo_{rated as} M_anzW_{ear Pvt.ltd. launch} of _Pantaloo_{ns tr}o_user,

India¶s f _irstfo_{rmal tr}o_{user brand.}

1991 launchof _{BARE, the Indian jeans brand.}

1992 Initial public off _{er (IPO) was made in the m}o_nthof  M_ay.

1994 The Pantaloo_{n Sh}o_{ppe - exclusive menswear st}o_{re in}f _ranchisefo_rmat

launched acro_{ss the Nati}o_{n. The c}o_{mpany starts the distributi}o_nof _{branded garments}

thro_{ugh multi- brand retail} o_{utlets acr}o_{ss the Nati}o_n.

1995 Jo_hnM_iller-Fo_{rmal shirts brand launched.}

1997 Pantaloo_{n- India¶s} f _{amily st}o_{re launched in K} o_lkata.

2001 Big Bazar, ´_{Is se sasta aur accha kahi nahinµ} 2002 Foo_{d Bazar, the supermarket chain is launched.}

2004 Central- µSho_{p, Eat, Celebrate in the Heart} of  o_ur

City¶-India¶s f _{irst seamless mall is launched in Bangal}o_re.

2005 F_ashio_{n Stati}o_{n- the p}o_pularf _ashio_{n chain is launched all.}

2006 F_{uture capital H}o_{ldings, the c}o_mpany¶s f _{inancial arm launches real estate} f _{unds Kshitij and H}o_rizo_{n and private equity} f _{und in divisi}o_{n. Plans}fo_{rays int}o

insurance and co_{nsumer credit.}

2007 Intro_ductio_nof  W_{ednesday Bazar especially} fo_{r w}o_men.

Major operation·s of Big Bazar 

Logistics

 G_{RN (}G_{ood Receipt No.)}

 V_{endor Scheduling}

 Stock Keeping

 Space management



Stock receiving

 STO/RSTO

 PO (Purchase order no.)

CSD (customer Service Department)

 Exchange counter 

 Handling customer quarries and issues

 Announcement  G_{ift Wrapping} Operation  Department Hygiene  Cleanliness  Parking

 Cash till management

 Profile Protection Management

 SOP

 Trolly Management

 Damage and Shrinkage control Merchandise

 MPM (merchandise Presentation manual)

 FPP (First price point)

 Core

 Core Fashion

 Deals

 Signage

 Pattern wise size Display

Atmospherics:

Can be described as an environment that stimulates the perceptual and emotional responses of the customers through t.

 V_{isual Communications}  Fragrance  Lighting  Colors  Music

Store Security:

 Customer Theft  Employee Theft  Supplier Pilferage

Credit Management:

Almost all retailers have started to accept credit cards or credit purchases. However retailer should be very cautious while handling credit or credit cards, as many of these can be stolen or fictitious cards.

Some of the precautionary measures

Tallying the signature of the card holder on the credit slip with that on the credit card.

Checking the authenticity of the individual carrying the card

Seeking the approval from finance provider if the sale through credit card is over a certain amount.

Visual Merchandising:

Techniques of V_{M for its stores are}

 Idea oriented presentation

 Style or item oriented presentation

 Color presentation  Price lining  V_{ertical merchandising}  Tonnage merchandising  Frontal presentation  Size presentation

ORGANIZATION STRUCTURE

HIERARCHY

Fo

_ll

o

_{wing are}

o

_rganizati

o

_{nal hierarchy in Big Bazaar}

1_{. STORE MANAGER}

This is the highest po_sitio_{n in the st}o_{re. He is the}f _{ather and head} of _thef _{amily. He is the}

decisio_{n maker} fo_{r the st}o_{re. The st}o_{re manager is the resp}o_nsible fo_{r b}o_{th the t}o_{p line}

respo_{nsibility is sales and the b}o_tto_{m line resp}o_{nsibility is pr}of _it.

Role of Store Manager involves³ 

Ensuring smoo_tho_peratio_nsof _{the st}o_re.

M_{aking plans t}o _{ensure highest pr}of _itfo_{r the st}o_re.

Pro_{per executi}o_nof _plans.

Decidingo_noff _er/dealsfo_{r clearance} of _pro_ducts.

Co_{nducting meeting} fo_{r pr}o_{per c}o_mmunicatio_nf _lo_w

2_{. ASSISTANT STORE MANAGER}

There are three ASM_{¶s in the st}o_{re. Each AS}M _loo_{ks a}f _{ter 1 t}o _{2 department} of _the

sto_{re. The main} f _unctio_nof _{the AS}M _{is t}o _{assist the S}M_{in his targets and help achieve}

him the same.

3. DEPARTMENT MANAGER

This designatio_{n is present} fo_{r b}o_th f _unctio_{nal departments as well as the st}o_re

department. A def _{inite sales target is set} fo_{r each department and it is resp}o_nsibility of 

each DM_to _{achieve the same. The D}M_¶s of _the f _unctio_{nal department are resp}o_nsibility of _{the sm}oo_tho_peratio_nof _{their respective departments.}

4. ASSISTANT DEPARTMENT MANAGER

As the name suggests, the main ro_le of _{the AD}M_{¶s is t}o _{assist the D}M_{¶s in their w}o_rk.

There are 8 ADM_{¶s in the st}o_re.

5_{. TEAM LEADER}

So_{metimes department is divided int}o _sectio_{ns and there are di}ff _{erent teams app}o_inted

to_loo_{k a}f _{ter these secti}o_{ns. Team leaders are the heads} of _{such teams.}

6. TEAM MEMBERS

These co_mprise of  _almo_{st 80%} of  _to_{tal sta}ff _{. They are the actual cust}o_mer f _acing

members and their key ro_{le is t}o _pro_{vide best service t}o _{the cust}o_{mer. Pleasing}

perso_{nality, g}oo_{d c}o_mmunicatio_{n skills and} o_{verall pr}o_{duct kn}o_{wledge are the main}

requirementfo_{r this p}o_st.

FUNCTIONAL DEPARTMENT

The sto_re o_peratio_{ns are divided int}o _vario_us o_peratio_{ns which are carried} o_{ut by the}

respectivef _unctio_{nal departments.}

1. Human Reso_{urce Department (HR).}

3. Co_{mmerce Department.}

4. LT Department. 5. I.T Department.

6. M_{aintenance and} F_{acility Department.}

7. Administratio_{n Department.}

8. Visual M_{erchandising Department (V}M_).

1

_{) Human Resource Department.}

Human reso_{urce devel}o_{pment deals with the} fo_llo_wing:

1. M_anpo_{wer recruitment.}

2. M_anpo_{wer Training and devel}o_pment.

3. M_{aintaining pers}o_{nal rec}o_rdof _emplo_yees.

4. Deciding salaries and wages. 5. Emplo_{yee wel}f _are.

Manpower Recruitment:

Recruitment fo_{r the p}o_sitio_n of  _{team members, team leaders and s}o_{metimes even}

Assistant Department M_{anagers is d}o_{ne at the st}o_{re by HR head, St}o_re M_{anager and}

Assistant Sto_re M_{anager. H}o_wever fo_{r recruitment} of  _{higher p}o_{sts like Department} M_{anager, the selecti}o_{n is d}o_{ne at z}o_naloff _ice.

Manpower Training and Development.

The main idea behind this pro_{gram is t}o _develo_{p kn}o_{wledge, skill and attitude required}

by an individual to_perfo_{rm adequately a given task.}

This training pro_{gram has been success}f _{ully impr}o_{ving the per}fo_rmance of  _the

emplo_{yee and which in turn has enhanced the} o_rganizatio_{n al per}fo_rmance.

Vario_{us training pr}o_{grams al}o_{ng with the written test at each} of _{the training levels have}

been designed. They are cashiering training, gro_{up phil}o_so_{phy, training} o_{n retail}

business, values, sales trainee, po_{licies, pr}o_{duct kn}o_{wledge etc}

Maintaining Employee Records.

The perso_{nal in}fo_rmatio_n of  _{each empl}o_{yee is maintained in the SAP. In}fo_rmatio_n

related to _{leaves, pr}o_vident f _{und, gratuity, empl}o_{yee state insurance, b}o_{nus, salary,}

perso_{nal l}o_{an etc, is maintained by the HR department.}

Deciding Salary and Wages

The salary isf _{inalized c}o_{nsidering the} fo_llo_wingf _acto_rs:  Current salary level.

 Qualif _icatio_{n and Experience.}  Level at which the jo_{b is}off _ered.

 Existing salary levels in the o_rganizatio_n.  M_{arket trends.}

Vario_{us leaves are available t}o _{the empl}o_{yees like casual leave, sick leave, earned leave,}

maternity leave, all purpo_{se leave, paid h}o_{liday, c}o_mpensato_ry off _{and week} off _{. Any}

changes in the salary are made o_{n the basis} of  _{appraisal and} o_{verall rating} of  _the

emplo_yees.

Employee Welfare

Every o_rganizatio_{n c}o_{nducts wel}f _{are activities} fo_{r its empl}o_{yees. The wel}f _{are activities}

 Culture activities to_pro_{vide sc}o_pefo_{r their hidden talents.}  Lo_{ng term service awards.}

 Birthday celebratio_ns.

 Extra benef _its fo_{r night shi}f _{t empl}o_yees.

 2) LOGISTICS DEPARTMENT

The invento_{ry levels}of _{the st}o_{re have t}o_{be maintained t}o _avo_{id any st}o_ck o_{uts. L}o_gistics

department is mainly co_{ncerned with the st}o_{ck management in the st}o_{re. They maintain}

supply f _lo_w of  _{required st}o_{ck. The} fo_cus of  _lo_{gistics department in} o_{n rem}o_ving

ineff _{icient in}f _ulf _{illing cust}o_{mer demand in real time.}

Role of logistics department

 Saf _{e and reliable transp}o_{rt in as much l}o_{w price as p}o_ssible.

 M_{aintain c}o_{ntact with distributi}o_{n teams (trucks, trains«) and track where the}

material is.

 Partnership with transpo_rtatio_n f _{irm s}o _{that c}o_{st and transp}o_rtatio_{n can be}

shared do_{es n}o_t o_{ccupy the wh}o_{le truck space.}

 M_{erchandise received} f _ro_{m the central wareh}o_use o_{r vend}o_{rs are taken t}o _the

sto_{re a}f _{ter underg}o_{ing the inward pr}o_{cess. The excess merchandise displayed} o_n

the f _loo_{r gets s}o_ld o_{ut. It re}f _{ers t}o _{the e}ff _{ective and cauti}o_{us way} of _mo_{ving the}

merchandise f _ro_{m st}o_{re wareh}o_{use t}o _{respective secti}o_{n inside the st}o_{re where}

they have to _{be displayed and s}o_{ld t}o_{the cust}o_mers.

PRODUCT PROFILE:

G_round

Floor:-Food Bazar 

Fruits &V_egetables

Bakery Items Crockery

Dal, Rice, Atta, Rave, Oils, Masala items Dry fruits Ready meals Breakfast cereals Soft drinks Cosmetics Herbal Confectionery

Non-Food Dept

Cash Counter  Announcement Dep. Detergents, phenyl

Dish wash, tissue papers, scratch, Soap, tooth paste, shampoo,

Deodorants, body spray. Talcum powder.

Level 1

Stainless Steel Utensils Plastics

 G_{enerel Books}

 Childern Stationary

 Office Stationary

 G_amesV_{CD's & D}V_D's

NBD (New Business Development)

 G_{ift items}

 Car & Motor Cycle Covers

 Bed sheet, towel, curtain,

 Q_{uilt, pillow}

 Bags, trolley bags

 Saints & Perfumes

 Home Decor 

Toys and sports Dept

 i)Soft Toys

 ii)Hard Toys Home Line

 Bed Sheets,Pillows,Bed Spreads

 Towels,Yellow dust

 Carpets,Cushion Covers

 Chair Bags Footwear Bazar 

LEV_{EL 2}

Clothes Dept

 1 .Ladies sarees

 2. G_{irls Dress Materials}

 3. Kids Wear 

 Ladies Accessories

 Mens Formals & Casuals Wears

 Mens Accessories  Belts  Fabrics  J_ewelery Baby cares Diapers

Cities where stores are located:

Agra, Ahmedabad, Allahabad, Ambala, Asansol, Bangalore, Mysore, Hubli,

Bhubaneshwar, Chennai, Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, G_ajiabad, G_{urgaon, Hyderabad, Indore, Lucknow, Kanpur, Man galore, Mumbai, Nagpur, Nasik,}

Panipath, Pune, Rajkot Surat, Thane, Thiruvananthpuram & V_ishakapatnam

_.

Awards and Achievements

2009

CNBC Awaaz Co_{nsumer Awards 2009}

y Most Pref erredMulti Product Chain - Big Bazaar

y Most Pref erredMulti BrandFood & Beverage Chain - Big Bazaar

Images Fashion Forum 2009

y Most AdmiredFashion Group Of The Year -Future Group y Most Admired Private Label - Pantaloons, the lif estyleformat

y Critics Choice For Pioneering Effort In Retail Concept Creation

-Central

Coca-Cola Golden Spoon Awards 2009

y Most AdmiredFood & Grocery Retailer Of The Year y Most AdmiredFood Court

y Most AdmiredFood Prof essional

2008

Indian Retail Forum Awards 2008

y Most Admired Retail Company of the year -Future Group y RetailFaceof the Year - Kishore Biyani

y Best Retailer Of The Year ( Hypermarket) - Big Bazaar

F_{uture Gr}o_{up was awarded the} Mo_{st Admired Retail C}o_mpany of _{the year by}

the Indian Retail Fo_{rum at a glittering cerem}o_ny o_{rganised in} M_umbai. M_r

Kisho_{re Biyani als}o _wo_{n Retail} F_ace of _{the Year. India Retail} Fo_{rum (IR} F_{) is a}

platfo_rm fo_{r intellectual insights and in}fo_rmatio_{n exchange} fo_{r the retail}

business in the Indian subco_ntinent.

Thefo_{rum presents the business} of _{retail in the regi}o_{n t}o _{a gl}o_{bal audience, with}

the express aimof  f _{acilitating understanding ab}o_{ut and enc}o_{uraging investment}

in this massive marketplace.

Big Bazaar, the value fo_rmat of  F_{uture Gr}o_{up bagged the Best Retailer O}f _The

Year(Hypermarket).

The INDIASTAR Award 2008

Food Bazaar: Best Packaging Innovation

Foo_{d Bazaar bagged the INDIASTAR Award} fo_{r Best Packaging Inn}o_vatio_{n in}

India,fo_{r its private label brand} F_{resh And Pure Chakki Atta.}

INDIASTAR Award is a biennial event which aims to _pro_mo_{te and enc}o_urage

excellence in packaging design, inno_vatio_{n and techn}o_lo_{gy. The c}o_{ntest was}

established in 1972 and is co_{nsidered as the m}o_{st p}o_{pular and premier event} fo_r

India¶s packaging f _{raternity. This year there were ar}o_{und 357 entries and the}

participants had to _{submit a sample} of _{their designs} fo_{r selecti}o_n.

W_{ith this award, Pantal}oo_{n Retail (India) Limited bec}o_{mes the} f _{irst Indian}

Retailer to_{win the prestigi}o_{us INDIASTAR Award}

_.

Retail Asia Pacific 500 _{Top Awards} 2008

y Gold Winner - Top Retailer 2008 Asia Pacific

Retail Asia Publishing Pte, the instituto_r of _{these awards, aims t}o _{set a plat}fo_rm

that appraise, raises and reco_{gnizes the devel}o_{pment and gr}o_wth of  _retailing

thro_ugho_{ut the Asia Paci}f _{ic regi}o_n.

Coca-Cola Golden Spoon Awards 2008

y Most Admired Food & Grocery Retail Visionary of the Year: Kishore

Biyani

y Most Admired Food & Grocery Retailer of the Year ± Supermarkets:

Foo_{d Bazaar}

y Most Admired Food & Grocery Retailer of the Year - Hypermarkets:

y Most Admired Retailer of  the Year - Dynamic Growth in Network 

Expansio_{n acr}o_ssFoo_{d, Beverages & Gr}o_cery: F_{uture Gr}o_up

y Most Admired Food & Grocery Retailer of  the Year - Consumer's

Cho_{ice: Big Bazaar}

The Co_ca-Co_{la G}o_{lden Sp}oo_{n Awards 2008, were given away} fo_{r the} f _{irst time}

as a culminatio_nof _{the µ}Foo_dFo_{rum India 2008¶ ± a tw}o _{day c}o_nventio_{n, which}

saw the participatio_nof _{leading brands, retailers & retail supp}o_rt o_rganizatio_ns f _ro_{m acr}o_{ss the gl}o_{be. The awards were presented t}o _ho_no_{ur enterprise,}

inno_vatio_{n and achievement in the} foo_{d retailing business as a benchmark}  of 

excellence.

The Reid & Taylor Awards For Retail Excellence 2008

y Retail Leadership Award: Kishore Biyani

y Retail Best Employer of the Year: Future Group

y Retailer of  The Year: Home Products and Off ice Improvements:

Ho_meTo_wn

The Reid & Taylo_{r Awards} fo_{r Retail Excellence are an imp}o_rtant f _eature of 

the Asia Retail Co_{ngress, Asia¶s single m}o_{st imp}o_{rtant gl}o_{bal plat}fo_{rm t}o

pro_mo_{te w}o_{rld-class retail practices. These awards are aimed at h}o_no_{uring the}

best, in the Asian Retail scenario_{. India played h}o_{st t}o _{Asia Retail C}o_ngress

2008.

2007

Images Retail Awards

Mo_{st Admired Retail}F_aceof _{the Year: Kish}o_{re Biyani}

Mo_{st admired retailer} of _{the year: Large}fo_{rmat, multi pr}o_{duct st}o_{re: Big}

Bazaar

Mo_{st admired retailer} of _{the year:}Foo_{d and Gr}o_cery:Foo_{d Bazaar}

Mo_{st admired retailer} of _{the year: H}o_{me &}off _{ice impr}o_{vement: H}o_meTo_wn Mo

_{st admired Retail C}

o

_mpany

of 

_{the year: Pantal}

oo

_{n Retail (India) Ltd.}

y Images Retail Forum followed strict international benchmarks in

deciding the to_{p h}o_no_ursfo_{r Images Retail Awards ¶07, with IRIS as}

kno_{wledge partner and gl}o_{bal c}o_nsulting f _{irm AT Kearney as the}

Pro_{cess Appr}o_ver

_.

National Retail Federation Awards

Internatio_{nal Retailer}fo_{r the Year 2007 ± Pantal}oo_{n Retail (India) Ltd}

y The National Retail Federation is the world¶s largest retail trade

asso_ciatio_{n with}o_{ver 1.4 milli}o_{n members in the US and acr}o_{ss the}

wo_{rld. S}o_meof _{the past winners} of _{the award include} M_etro _AG

(Germany), Carrefo_{ur (}F_{rance), Zara (Spain), B}o_ticario_{(Brazil) and It}o

Yo_kado _{(Japan). The award was presented at the Retail¶s Big Sh}o_{w held}

in January 2007 in New Yo_rk.

World Retail Congress Awards

Emerging M_{arket Retailer} of _{the Year 2007 ± Pantal}oo_{n Retail (India) Ltd}

y The inaugural World Retail Congress held in Barcelona, Spain in

M_{arch 2007 attracted}o_vero_{ne th}o_{usand retail pr}of _essio_nals f _ro_mo_ver

sixty co_{untries. The awards were decided by a multinati}o_{nal Grand}

Jury. W_{inners in}o_{ther categ}o_{ries included Inditex,} M_allof _Emirates, M_{arks & Spencer and IKEA.}

Hewitt Best Employers 2007

Best Emplo_{yers in India (Rank 14th) ± Pantal}oo_{n Retail (India) Ltd}

y Leading human resources consultancy, Hewitt Associates conducts an

annual survey of _{the best empl}o_{yers in India, as part} of _{its gl}o_bal

initiative. It is based o_{n CEO interview, Pe}o_{ple Practices Invent}o_{ry and}

Emplo_{yee Opini}o_{n Surveys. Pantal}oo_{n Retail became the} o_{nly retailer t}o f _{eature am}o_{ng the twenty-}f _{ive best empl}o_{yers in India.}

PC World Indian Website Awards

PCWo_{rld, a leading c}o_{nsumer techn}o_lo_{gy magazine selected the best Indian}

websites in vario_{us categ}o_{ries based} o_{n use}of _techno_lo_gyfo_{r delivering}

so_lutio_{ns, in}fo_rmatio_{n being presented in an intuitive and c}o_{ncise manner and} o_{verall experience aided by design.}

Reader·s Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award ( Supermarket Category) ² Big Bazaar

y The Reader¶s Digest awards are based on surveys done among

co_{nsumers by independent research agency, Nielsen} M_{edia Research.}

This is the seco_{nd c}o_{nsecutive time Big Bazaar has w}o_{n this award.} 200₆

Retail Asia Pacific Top 500 _Awards

Asia Pacif _{ic Best} of _{the Best Retailers ± Pantal}oo_{n Retail (India) Ltd}

Best Retailer in India ± Pantaloo_{n Retail (India) Ltd}

y The Retail Asia publication in association with EuroMonitor and

KPM_{G h}o_no_{urs the best retailers in 14 c}o_{untries acr}o_{ss the Asia}

Pacif _{ic regi}o_{n. The awards were presented in Singap}o_{re in}

Octo_{ber, 2006.}

Asiamoney Awards

Best M_{anaged C}o_{mpany in India (}M_{id-cap) ± Pantal}oo_{n retail (India)}

Ltd.

The Asiamo_{ney publicati}o_{n c}o_{nducts a p}o_{ll am}o_ngf _{und manages and}

investo_{rs and d}o_{es a quantitative analysis}of  f _{inancial per}fo_{rmance t}o

select best managed co_{mpanies in Asian c}o_untries.

Ernst & Yo_{ung Entrepreneur} of _{the Year Award- Ernst & Y}o_ung

CNBC Indian Business Leaders Awards

TheF_{irst Generati}o_{n Entrepreneur} of _{the Year ± Kish}o_{re Biyani}

y Organized by CNBC-TV18, the twelve awardees in various

catego_{ries are decided by a high pr}of _{ile jury, al}o_{ng with research}

partners - The University of _Chicago _{Graduate Sch}oo_lof 

Business, Develo_{pment Dimensi}o_{ns Internati}o_{nal (DDI) and AC}

Neilso_{n ORG}M_ARG.

Lakshmipat Singhania ² IIM Lucknow National Leadership Awards

y

Y

o

ung Business Leader ± Kish

o

re Biyani

The award reco_{gnizes and h}o_no_{rs individuals wh}o _{have c}o_ntributed

co_{nsistently t}o_{the betterment} of  o_{ur c}o_{untry thr}o_{ugh their pursuit} of 

excellence. The awards were presented in New Delhi by the Prime

M_{inister Dr.}M_anmo_{han Singh in December, 2006.}

Images Retail Awards

Best Value Retail Sto_{re ± Big Bazaar Best Retail Destinati}o_{n ± Big}

Bazaar

Best Foo_{d & Gr}o_{cery St}o_{re ±} Foo_{d Bazaar}

Retail F_ace of _{the Year ± Kish}o_{re Biyani}

The Images Retail Awards are decided thro_{ugh a nati}o_{nwide c}o_nsumer

& industry po_{ll and n}o_minatio_nsfo_llo_{wed by per}fo_{rmance assessment by}

teamof _{analysts and jury.}

Readers¶ Digest Awards

Platinum Trusted Brand Award - Big Bazaar

The Reader¶s Digest awards are based

o

_{n surveys d}

o

_{ne am}

o

_ng

c

o

_{nsumers by independent research agency, Nielsen}

M

_edia

CNBC Awaaz Consumer Awards

Mo_{st Pre}f _{erred Large} Foo_{d & Gr}o_{cery Supermarket ± Big Bazaar}

y Conducted in association with AC Nielsen-ORG Marg across 21

majo_{r cities, nearly 10,000 c}o_{nsumers were asked t}o _choo_{se their}

mo_{st pre}f _{erred brands.}

Reid & Taylor Awards for Retail Excellence

Retail Entrepreneur

of 

_{the Year ± Kish}

o

_{re Biyani}

2005

Images Retail Awards 2005

y PRIL-Most Admired Retailerof the Year

y Food Bazaar- Retailer of the Year(Food and Grocery) y Big Bazaar-Retailer of the Year(Value Retailing) y Central-Retail Launch of the Year

Voted by Business Today magazine as one of the

y Top 20 Companies in India to watch in 2005

y India¶s most investor-f riendly companies in the top 75 y India¶s Biggest wealth creators in the top 100

DAKS London

PRIL- Brand Builder of _{the Year} 2004

Images Retail Awards 2004

y PRIL- Most Admired Retailer of the Year Food Bazaar- Retailer of the

Year(Foo_{d and Gr}o_cery)

y Big Bazaar-Retailer of the Year(Value Retailing) y Central-Retail Launch of the Year

PRIL - Retailer of _{the year}

y

y

200₃

Indian Express Award

y PRIL ± Marketing Excellence and Excellence in Brand Building

Indusland Bank (India Brand Summit)

SWOT ANALYSIS

STRENGTHS

 High brand-Equity in evo_{lving retail markets.}

 Stateof _{art in}f _rastructureof _{the Big Bazaar} o_utlets.  Po_int of _{purchase pr}o_mo_tio_{ns t}o_{increase the purchase.}

 Varietyof _stuff _{under single r}oof _{increasing cust}o_{mer time and available ch}o_ices.  Lo_{w price}

 Custo_{mer service desk.}  Advertisement.

 Large vo_lume of _{capital investment.}  Disco_unt.

WEAKNESSES

 Unable to _{meet st}o_reo_{pening targets.}  F_allingof _{revenue per square}f _eet.  Less sto_{re space.}

 Unavailabilityof _{branded items.}  Inadequate Sto_ck.

 So_{me pr}o_{ducts are very c}o_stly.

OPPORTUNITY

 Organized retail is just 8% of _to_{tal pie}of _{Indian market.}  Evo_{lving c}o_{nsumer pre}f _{erence in recent years.}

 Huge co_mplexesoff _{er sh}o_pping.

THREATS

 Co_mpetito_{rs, Gl}o_{bal big players planning t}o fo_{ray int}o _{the markets.}  Go_{vernment p}o_{licies are n}o_{t well-de}f _{ined in emerging markets like India.}  Uno_{rganized retail market} of _India.

FINDINGS

y Various service quality f actors. y Convenience f actor

y Storef actor y System

y Customer relationship y Eff iciency

y Accessibility

y There is signif icant association between Gender and service quality.

y There is a signif icant association between Age and store f actor, system,

eff _iciency f _acto_rs.

y There is signif icant association between education and store f actor. System

and eff _iciency f _acto_r.

y There is a signif icant association between prof ession and convenience, system

and eff _iciency f _acto_r.

y There is an association between martial status and convenience, customer

relatio_nshipf _acto_rs.

y There is an association between monthly income and convenience, system,

custo_{mer relati}o_nship.

y There is an association between household type and system, customer

relatio_nship.

y There is an association between monthly expenditure and convenience, store

f _acto_{r system.}

CONCLUSION

This study has basically helped to _kno_{w the service quality and cust}o_{mer gap between}

exceptio_{n and percepti}o_{n and what in}f _{luence pe}o_{ple t}o _sho_{p at big bazaar.} Mo_st of _the

custo_{mers are in}f _{luenced by the} off _{ers in Big Bazaar have great} off _ers fo_{r there}

custo_{mers that acts as the m}o_tivatingf _acto_{r which brings the cust}o_{mers t}o_{Big Bazaar.}

Custo_{mers sh}o_{p m}o_{re in the} foo_{d bazaar and the men¶s wear department in Big Bazaar.}

Custo_mers f _{eel that Big Bazaar has variety} of  _pro_{ducts available in vari}o_us

departments.

The display of _pro_{ducts (Ki}o_{sk) in Big Bazaar is very g}oo_{d and the cust}o_mers f _{eel that it}

is very easy fo_{r them t}o f _{ind any pr}o_{duct in the st}o_{re. The ambience is als}o _{very g}oo_d

but ho_{wever it needs t}o _{be impr}o_{ved still} fo_{r better cust}o_{mer satis}f _actio_n. Mo_st of _the

custo_{mers are n}o_{t aware} of _{the H}o_{me-Delivery pr}o_{vided by the Big Bazaar. I believe}

that Big Bazaar has the po_{tential t}o _satisf _{y its cust}o_{mers and retain them. And it has its}

brand name to _reck o_{n with in the market.}

The custo_{mers are very much satis}f _{ied with the retail} o_{utlets as these} o_{utlets maintain}

and pro_{vide g}oo_{d quality, service, p rice, ambience, display} of  _{the pr}o_ducts

inf _{rastructure. The cust}o_{mers are greeted and respected very well by the empl}o_yees of 

the o_{utlets as t}o_{day¶s business is driven by c}o_{nsumers and the cust}o_{mer is called as the}

king in the market.

Objectives

 To_study o_{n Pr}o_mo_tio_{nal strategies in Big Bazaar.}

 To _{create awareness by pr}o_mo_{ting and m}o_{tivating them t}o _{buy the}

pro_{ducts in Big Bazaar.}

 To _pro_{vide the bene}f _{its by creating/building new strategies up}o_{n the}

needs of _custo_mers.

 To _{bring an Big Bazaar pr}o_{duct int}o _{a visual}fo_{rm thr}o_{ugh media.}  To _identif _{y the cust}o_{mer emerging needs and their requirements.}

 To _{suggest new pr}o_mo_{ting strategies} fo_{r the pr}o_{duct s}o _{that they may}

implementfo_{r pr}o_mo_{ting the pr}o_duct.

 To _{suggest Big Bazaar empl}o_{yees t}o _{achieve the target} of  _{selling the}

pro_ducts.

 To _{make Big Bazaar t}o_{succeed in the market by p}o_sitio_{ning the brand.}  To _identif _{y the p}o_{tential pr}o_mo_tio_naloff _er.

 To _{determine the} f _acto_{rs, that in}f _{luences cust}o_{mer purchase at Big}

Bazaar.

 To _pro_{vide valuable suggesti}o_{ns that can in}f _{luence the sale at Big Bazaar.}  To _kno_{w the cust}o_{mer expectati}o_{n t}o_{wards Big Bazaar.}

COMPETITORS INFORMATION

1. Spencer 2. Lif _eStyle 3. Go_palan M_all 4. Star Bazaar 5. Mo_re 6. Reliance F_resh 7. Vishal M_egamart