1

Internship Report
On
An Organizational Study
At
Big Bazaar, Old Madras Road, Bangalore
Submitted to
Bangalore University, Bangalore

In partial fulfillment for the award of the degree of
MASTER OF BUSINESS STUDIES
By
S. ARSIYA ANJUM
(Reg. No 10TUMBS003)



School of Business Studies
Bangalore University,
Bangalore 560 001.
August-2013

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DECLARATION


I, S. Arsiya Anjum (Reg.No. 10TUMBS003), sixth semester student of M.B.S. in School of Business
Studies, Bangalore University, Bangalore do hereby declare that the internship report titled An
Organizational Study at Big Bazaar, Old Madras Road has been submitted by me in partial
fulfillment of the requirement for the award of the degree of Master of Business Studies by Bangalore
University, Bangalore during the academic year 2013-14.

This report is a bonafide work carried out by me and has not been submitted to any other University for
the award of any Degree or Diploma.





Place: Bangalore
Date: S. ARSIYA ANJUM





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ACKNOWLEDGEMENT


I would like to express my sincere gratitude to all those who were instrumental in the preparation of this
Internship report.

I express my profound gratitude to Dr. Muninarayanappa, Co-ordinator, School of Business Studies,
Bangalore University, Bangalore for his inspired guidance, and also the faculty members of the School of
Business Studies for their valuable suggestions and help.

I am grateful to Mr. DIKSHITH M.A, Assistant Manager HR of Big Bazaar, Old Madras Road, for
having provided me an opportunity to undertake this study and all the staff of Big Bazaar, OMR in
helping me with information and guidance to understand the organization more clearly.

I express my heartfelt thanks to my parents and friends for their continued encouragement, assistance and
support.



Place: Bangalore S. ARSIYA ANJUM
Date:



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CONTENTS

SL.
No
TITLE
Page
No
1 Introduction 5
2 Industry Profile 7
3 Company Profile 12
4 Suggestions 56
5 Recommendations 57
6 Conclusion 58
7 Bibliography 59










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INTRODUCTION

The main purpose of carrying out this internship was for the partial fulfillment for the award of
the degree Master of Business Studies offered by Bangalore University. The internship was
carried out at Big Bazaar, OMR. The main objective of the internship was to turn academic
experience and theoretical knowledge into a professional, multi-cultural experience and to apply
the same 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 company. The internship provides us with a practical real world experience, enables us to
compare theoretical ideas learnt in the classroom and teaches professional behavior.
Big Bazaar is a flagship retail chain of Future Group and a wholly owned subsidiary of Future
Value Retail Limited (FVRL). Its a chain of hypermarket in India with more than 200 outlets
across 90 cities and towns in India. With more than ten years of existence in the retail industry it
has become the market leader.
The main reason for choosing Big Bazaar for my internship was because Big Bazaar which is a
part of FVRL is the leading Retailer in India. The annual turnover of Big Bazaar is 10,000 crores
approximately. It contributes around US$ 4 billion to the revenue of the Future Group which
intern contributes to the GDP of the country. The workgroup of Big Bazaar is very professional
and work environment is also very good. Big Bazaars pricing strategies and innovative
promotional techniques which have attracted thousands of customers was another reason for
choosing Big Bazaar for my internship.

Objectives of the study
To enable us to gain insight into the corporate world.
To understand the organization structure or hierarchy of the company.
To understand the working of the various departments.
To understand the various responsibilities and duties carried out by each department.
The study is aimed at understanding how an organization practically works in real
situation.




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Scope of the study
The report is based on the study conducted at Big Bazaar, OMR, Bangalore.
It aims at understanding the companys establishment, organization structure, functional
departments, techniques; marketing strategies and advantages the company is having over
its competitors.
An attempt is made to analyze the Strength and Weakness of the company.
An attempt is made to know the current status and position of the organization in the
industry.

Limitations of the study
Time limit is a major constraint.
As per the company rules all information was not disclosed.
As the Store and Department managers are busy in their work it is not possible for us to
spend more time in interacting and discussing with them.

Methodology adopted for the study
Observing the working of various departments like finance, safety, human resource,
production, purchasing etc.
Discussion with the company executives, managers and employees.
Visiting and surfing websites of the company.

Sources of Data
Primary Data: The data is collected by observing the working of various
departments and also by interviewing the managers of all departments. It is also
obtained by the help of staff members.
Secondary Data: The data is collected through company manual, product
brochure, company website and annual report.


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INDUSTRY PROFILE

Retailing means the sale of goods from a single point (malls, markets, department stores etc.)
directly to the consumer in small quantities for his end use. In a laymans language, retailing is
nothing but transaction of goods between the seller and the end user as a single unit (piece) or in
small quantities to satisfy the needs of the individual and for his direct consumption.
Retail is Indias largest industry, accounting for over 13% of the countrys GDP and around 8%
of employment. Retail Industry in India is at the cross roads. It has emerged as one of the most
dynamic and fast paced industries with several players entering the market. But because of the
heavy initial investments required, breakeven is difficult to achieve and many of these players
have not tasted success so far. However the future seems promising, the market is growing,
government policies are becoming more favorable and emerging technologies are facilitating
operations.
Retailing in India is gradually inching its way towards becoming the next boom industry. The
whole concept of shopping has altered in terms of format and consumer buying behavior,
ushering in a revolution in shopping in India. Modern retail has entered India as seen in
sprawling shopping centers, multi storeyed malls and huge complexes offer shopping,
entertainment and food all under one roof. The Indian retailing sector is at an inflexion point
where the growth of organized retailing and growth in the consumption by the Indian population
is going to take a higher growth trajectory. The Indian population is witnessing a significant
change in its demographics. A large young working population with average age of 24 years,
nuclear families in urban areas, along with increasing working women population and emerging
opportunities in the services sector are going to be the key growth drivers of the organized retail
sector in India.


Some Key Facts

Retail is Indias largest industry accounting for over 10% of the countrys GDP and
around 8% of the employment.
The market size of Indian Retail Industry is about US $312 billion.




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Evolution of Retail industry
The history of retail business is as old as 1800. In the early 18th century in the United States the
concept of retail was limited to a general store where by people would go and shop for articles of
necessity. A specialty store was only where the population exceeded 5000. The general store
since was a place of necessity there was not much required in a store. It already has a customer
base. Also the reason for the striving success of these general stores then was "necessity". The
people around had no other options but to go for the general store.
The Pre-Modern Period (pre-1945) -during this era, mom and pop stores and general stores
operated throughout the world. They were family run businesses that served the needs of the
townspeople. The period from 1945-1975 was known as retail development era.The development
of store chains took place and bigger discount and department stores opened. The period from
1975-1990 was known for the tremendous expansion of discounters such as Wal-Mart and
Kmart. It also saw the introduction of specialty stores category killers. These chains introduced
specialty stores that covered an entire category. The period from 1990-2000 was marked by rapid
industry consolidation in all retail channels, where the big chains got bigger. The latter half of
the 20
th
century has seen the emergence of the supermarkets and hypermarkets as the dominant
retail forms.

Global Retail Scenario
Retail is the worlds largest private industry ahead of financial industries. It is also home to a
number of the worlds largest enterprises. Over fifty of the Fortune 500 companies and around
25 of the Asian top 500 companies are retailers. The industry accounts for over 8% of the GDP
in western economies. The US retail industry is the worlds largest retail industry and its still
growing. Countries like South Africa, UAE, Singapore, India, Russia and Brazil are looked at as
emerging fashion markets today. Major fashion houses are expanding their presence in the
emerging markets of Asia, Middle East and Latin America.





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Indian Retail Scenario
India is the second fastest growing economy in the world. It is third largest economy in the world
in terms of GDP and fourth largest economy in terms of Purchasing Power Parity.The Indian
retail market, the fifth largest retail destination globally, has been ranked as the most attractive
emerging market for investment in the retail sector for third year in a row by AT Kearney's latest
annual Global Retail Development Index (GRDI). According to a study conducted by the Indian
Council for Research on International Economic Relations (ICRIER), the retail sector is
expected to contribute to 22% of India's GDP by 2012. At present, the retail industry in India is
estimated at US$ 400 billion industry. With rising consumer demand and greater disposable
income, it is projected to grow to US$ 700 billion by 2012 with an expected annual growth rate
of 30% according to a report by global consultancy Northbridge Capital. Further, the retail sector
is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion by 2018, at a compound
annual growth rate (CAGR) of 10%, which is quite lucrative. Retailing as a whole contributes
almost 12% of Indias GDP and employs almost 8% of Indias employable population.
The retail sector of Indian economy is categorized into two segments such as organized retail
sector and unorganized retail sector with the latter holding the larger share of the retail market.
Organized retail segment grew at the rate of 42.4 % and is expected to maintain a much faster
growth in next three years. As of now the organized sector accounts for a mere 6.5% indicating a
huge potential market opportunity that is lying in the waiting for the consumer-savvy organized
retailer. Retailing in India is gradually inching its way towards becoming the next boom industry.
The Indian retailing sector is at an inflexion point where the growth of organized retailing and
growth in the consumption by the Indian populations going to take a higher growth trajectory.
Large Indian players like Reliance, K. Rahejas, Bharti, Pantaloons and many others are making
significant investments in this sector leading to emergence of big retailers who can bargain with
suppliers to reap economies of scale. International retailers see India as the best place for
business. However, Indian Government restrictions on the FDI are creating ripples among the
international players like Wal-Mart, Tesco and many other retail giants struggling to enter Indian
markets. As of now the government has allowed only 51% FDI in the sector to one brand shops
lie Nike, Reebok etc. However other international players are taking alternative routes to enter
the Indian retail market indirectly via strategic licensing agreement and cash and carry wholesale
trading (since 100% FDI is allowed in wholesale trading.



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The face of India retail sector is changing; new & innovative business models are being adopted.
The formats prevalent in retail sector are:

1. Hyper Markets Hypermarkets offer a large basket of products, ranging from grocery, Fries
& processed food, beauty & healthcare products etc. Example: Spencers, Big Bazaar
2. Cash and Carry These are large B2B focused retail formats, buying & selling in bulk for
various commodities and carry several thousand stock-keeping. Example: Mito, a Germany
based C&G.
3. Department Stores - Department stores have a large layout with a wide range of merchandise
mix, usually in cohesive categories, such as showed towards garments. Example: Ebony,
Shoppers stop, Westside.
4. Specialty Stores Specialty stores are single category, focusing on individuals and group
clusters of the same class with high product loyalty. Example: Footwear stores, gift stores etc.
Example: Archies, Woodland etc.
5. Discount Stores A discount store is a retail store offering a wide range of products, mostly
branded, at discounted prices or apparel or footwear brands. Example: Subhiksha, Koutons,
Nike, Levis.
6. Convenient Stores A convenience store is a relatively small retail store located near a
residential area (closer to consumer), open long hours, 7 days a week and carrying a limited
range of staples and groceries. Example: In& Out, Safal, 6ten
7. Category Killers A large retail chain store that is dominant in its product category. It is also
known as big box stores. These type of stores generally offers an extensive selection of
merchandise at prices so low that smaller stores cannot compete. Example: Best Buy, Reliance
Digital, Croma.



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CHALLENGES BEING FACED BY RETAIL SECTOR IN INDIA
The retail industry in India is growing at a significant pace. However, there are several problems
faced by the industry. The major challenges for the retail sector include:
1. The tax structure in India favors small business
2. Lack of adequate infrastructure facilities
3. High cost of real estate
4. Dissimilarity in consumer groups
5. Restrictions in Foreign Direct Investment
6. Shortage of retail study options
7. Shortage of trained manpower
8. Low retail management skill

FACTORS DRIVING THE GROWTH OF RETAIL SECTOR IN INDIA
Indian economy is growing at the rate of 8%. The consistent economic growth resulted in a
decent rise in income level of the middle class. The thickening of the pocket of the consumer
resulted in a revolution of the retail industry. Many international brands have entered the market.
With the growth in organized retailing, unorganized retailers have brought drastic changes in
their business model; many factors are responsible for the growth of retail sector. They are:
Increase in disposable income
Increase in number of dual income nuclear families
Changing lifestyle and Consumer Behavior
Experimentation with formats
Store design


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COMPANY PROFILE

Company Big Bazaar
Founded 2001
Headquarters Shyamnagar, Jogeshwari, Mumbai
Industry Retail
Type Hypermarket
MD&CEO Kishore Biyani
Parent Company Future Value Retail Limited (FVRL), Future Group
Punch line Naye India Ka Bazaar (New Indias Bazaar)
Website www.bigbazaar.com, www.futurebazaar.com (online portal)

Big Bazaar is the largest hypermarket chain in India. As of June 2, 2012 there are 214 stores
across 90 cities and towns in India covering around 16 million sq.ft. Of retail space. Big Bazaar
is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range
of merchandise including fashion and apparels, food products, general merchandise, furniture,
electronics, books, fast food and leisure and entertainment sections.
Big Bazaar stores are aimed at providing a local marketplace feel to the shoppers. They offer a
wide variety of household items including retail apparels, food products, general merchandise,
furniture, electronics, books, fast food, etc. Several stores also have leisure and entertainment
sections. The hypermarket chain crossed the 100 store mark in 2008.
Future Group also owns Central Hypermarket, Brand Factory, Pantaloons, eZONE, Home Town,
futurebazaar.com, and KB's Fair Price, apart from Big Bazaar.


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Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first
four stores in Kolkata, Indore, Bangalore and Hyderabad within a period of 22 days.
Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling apparel,
cosmetics, accessories and general merchandise. Over the years, the retail chain has included in
its portfolio a wide range of products and services, ranging from grocery to electronics.
The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic
Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire
retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is
popularly known as the Indian Walmart today.
In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and
launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also
launched at High Street Phoenix mall in Mumbai, marking the retailers entry into dedicated
food retail.
In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category
was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its
new store in Gurgaon in the same year.
Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This
phase of growth included the setting up of the Mumbai store in Lower Parel, which registered a
record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big
Bazaar Exchange Offer was launched, which has quickly gained popularity among customers.
In 2006, further changes in loyalty marketing took place with the launch of the housewife-centric
credit card, Shakti. Jewellery store Navaras was also launched that year within Big Bazaar
stores which became the first store-in-store concept to be launched by the brand. Another
dedicated retail format launched in 2006 is Furniture Bazaar.
In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail
footprint to 50 stores.

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The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big
Bazaar, with the launch of the 101st store. Joining the league of Indias Super brands and voted
among the top ten service brands in the country by the Pitch-IMRB international survey, Big
Bazaar became much more than a household name. The year also saw the launch of the Monthly
Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low prices and
gave discounts on bulk purchases in the first week of the month.
Over the next two years, Big Bazaar carved its own niche in modern retail and became the
largest brand in the hypermarket format. Capturing one-third of the food and grocery market in
modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its
retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third
consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most
Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop.
2010 to present
On successful completion of 10 years in the Indian retail industry, in 2011, Big Bazaar came up a
new logo with a new tag line: Naye India Ka Bazaar(New Indias Market), replacing the earlier
one: 'Isse Sasta Aur Accha Kahin Nahin' (Nothing is cheaper and better than here).
In 2012, Big Bazaar signed a multi-million dollar deal with Cognizant Technology Solutions for
the development of an IT infrastructure, encompassing Future Groups entire network of stores,
warehousing and data centres.
Recently, Big Bazaar announced its plans to add more retail services to its portfolio such as
grinding, de-seeding and cutting of fruits and vegetables.


15


Mr. Kishore Biyani
CEO, Future Group





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VISION:

We shall deliver,
Everything
Everywhere
Every time for,
Every Indian Consumer in the most profitable manner.

MISSION:

We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development.
We will be the trend setters in evolving delivery formats, creating retail reality, making
consumption affordable for all customer segments for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united determination shall be
the driving force to make us successful.


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CORE VALUES:

Indianness: 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 & Nurturing relationships: To build long term relationships.

Simplicity & Positivity: Simplicity & Positivity in our thought, business and
work.

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

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






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MAJOR MILESTONES

1987 The company is incorporated under the name of Manz Wear
Private Limited.
Pantaloons, one of Indias first formal trouser brands, are
launched.

1991 o BARE, an Indian denim brand is launched.
1992 o Pantaloon Retail India Ltd makes an Initial public offer
(IPO).
1994 The Pantaloon Shoppe, Future Groups exclusive menswear store
in a franchisee format is launched across the nation.
The company starts distribution of branded garments through
multi-brand retail outlets across the nation.
1995 Future Group launches John Miller, a brand for Formal shirts.
1997 Future Group enters modern retail with the launch of the first
8000-sq. ft. store Pantaloons in Kolkata.
2001 Future Group launches three Big Bazaar stores within a span of
22 days in Kolkata, Bangalore and Hyderabad.
2002 Food Bazaar, the supermarket chain is launched.
2004 Future Group launches Indias first seamless mall, Central, in
Bangalore.
2005 Future Group moves beyond retail and acquires a stake in Galaxy
Entertainment, Indus League Clothing and Planet Retail.
Future Group sets up Kshitij, Indias first real estate investment
fund, to build a chain of shopping malls.


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2006 Future Capital Holdings, the groups financial arm, is formed to
manage over $1.5 billion in real estate, private equity and retail
infrastructure funds.
Home Town, the 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.
Future Group forms joint ventures with US office stationery
retailer Staples.

2007 Future Group crosses the $1 billion turnover mark.
Specialized 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 award
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.
Online portal Futurebazaar.com becomes Indias most popular
shopping portal.

2008 Future Capital Holdings becomes the second group company to
make a successful Initial Public Offering (IPO) in the Indian
capital market.
Big Bazaar crosses the 100-store mark, marking one of the fastest
expansions of the hypermarket format anywhere in the world.
Total operational retail space crosses the 10 million square feet

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mark.
Future Group acquires rural retail chain Aadhar from the Godrej
Group, which has a presence in 65 rural locations.

2009 Future Group celebrates its first Shopping Festival across all retail
formats in key Indian cities.
Future University starts its campuses in Ahmadabad, Bangalore
and Kolkata to offer degree programs through a tie-up with
IGNOU.
Future Group partners with Hong Kong-based Li & Fung Group
to strengthen its supply chain and logistics network across the
country.

2010 Future Group launches its telecom brand T24 in partnership with
Tata Teleservices to provide additional loyalty benefits to its
customers.
Future Group launches products in key FMCG categories through
Sach, a brand co-created with Sachin Tendulkar.
Future Group connects over 4000 small and medium Indian
manufacturers and entrepreneurs with consumers.

2011 April 2011 KBs Fair price celebrates opening its 200 stores in
India
May 2011 Future Supply Chains becomes ISO certified




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AWARDS AND RECOGNITION
2003
Indian Express Award
Indusland Bank (India Brand Summit)

2004
Images Retail Awards 2004
Reid & Taylor and DLF Awards

2005
Images Retail Awards 2005
Voted by Business Today magazine as one of the
o Top 20 Companies in India to watch in 2005

2006
Retail Asia Pacific Top 500 Awards, Singapore
Asia money Awards
Ernst & Young Entrepreneur of the Year Award
CNBC Indian Business Leaders Awards
Lakshmipat Singhania IIM Lucknow National Leadership
Awards
CNBC Awaaz Consumer Awards
Images Retail Awards
Readers Digest Awards
Reid & Taylor Awards for Retail Excellence

2007
Images Retail Awards
National Retail Federation, New York
World Retail Congress, Barcelona

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Hewitt Best Employers 2007
PC World Indian Website Awards
Readers Digest Trusted Brands Platinum Awards

2008
Indian Retail Forum Awards 2008
The INDIASTAR Award 2008
Retail Asia Pacific 500 Top Awards 2008
Coca-Cola Golden Spoon Awards 2008
The Reid & Taylor Awards for Retail Excellence 2008
CNBC Awaaz Consumer Awards 2008

2009
CNBC Awaaz Consumer Awards 2009
Images Fashion Forum 2009
Indian Retail Forum 2009
Asia Retail Congress 2009
Golden Spoon Awards 2009
The Gurukul Awards
Indian Merchant Chambers and Asian Centre for Corporate
Governance and Sustainability
In-Store Asia 2009

2010
Images Fashion Awards 2010
Images Retail Awards 2010
Coca-Cola Golden Spoon Awards 2010
CNBC Awaaz Consumer Awards
Golden Spoon Awards 2010
Exchange4media Radio Advertising Awards (ERAA)2010
Asias Best Employer Brand Awards

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2011
Designomics Awards 2011 - Recognizing Businesses that build
value through Design
CNBC AWAAZ Consumer Awards 2011
Brand Equitys Most Trusted Brands 2011 awards
Images Retail Awards 2011
Excellence Awards & Recognition 2011 for Finance &
Accounting Transformation through Shared Services
Golden Spoon Awards 2011
Marketing Excellence Awards 2011 held by Indira Group of
Institutes
DNA and Stars of the Industry Group Innovative B-school
Awards
ACE (Awards for Customer Excellence) 2011
Franchise India Expo 2011
Industry Institute Partnership Symposium
Star News Brand Excellence (B.E.) Awards
ICAI Awards 2011
Food Retail & SCM and Agro Logistics: Summit & Awards
2011

2012
CISO Award 2012
Golden Spoon Awards 2012
Images Fashion Awards (IFA) 2012
ET Retail Awards 2012
Recognition by CMO Council, USA and CMO Asia
Bloomberg UTV B-School Excellence Award


24


BOARD OF DIRECTORS

Kishore Biyani Founder and Group CEO, Future Group
Anshuman Singh Managing Director & CEO, Future supply Chain
Solutions Ltd
B.Anand Director Finance, Future Group
Damodar Mall Director, Integrated Food Strategy, Future Group
Kailash Bhatia Director & CEO, Pantaloon Retail
K.K.Rathi CEO, Future Ventures India Ltd
Sanjay Jog Chief People Officer, Future Group
Santosh Desai Managing Director & CEO, Future Brands India Ltd
Sumit Dabriwala Managing Director, Agre Developers Ltd
V.Vaidyanathan Vice Chairman & MD of Future Capital Holdings Ltd




25


ORGANIZATION STRUCTURE (ZONAL)

















President



Vice President



MktgMgr HR Mgr Category
Mgr
Finance
Mgr
Operation
Head
Mktg Head HR Head Categories
Head

Finance
Head
Stores Mgr

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ORGANIZATION STRUCTURE (STORE LEVEL)





















Store Manager
Assistant Store Manager
HR
Manager
Admin
Department
Manager(DM)
Info Commercial
Assistant DM
Team Leader
Team
Member
Maintenance
Department
House
Keeping
Security
Head
Cashier
Cashier
Marketing
Department
Visual
Merchandising
Customer
Service
Desk
Assistant DM

27

MAJOR SECTIONS AND SUB SECTIONS AT BIG BAZAAR
Big Bazaar is divided into different sections and sub sections in order to make shopping easier
and attractive to customers. Different sections of Big Bazaar are
Food Bazaar
Food Bazaar which contributes 60% of revenue to Big Bazaar is a one stop destination for all
kinds of food products right from groceries, fruits and vegetables, snacks to imported or
international food. Food Bazaar is further divided into subsections called Staples, Food, and
Non-food, F&V(fruits and vegetables).
Fashion Bazaar
Fashion Bazaar deals with all kinds of apparels and fashion products like Mens Wear, Ladies
Wear, Party Wear, Watches etc. At present there is Kalamandir as a part of SIS (shop in shop)
concept which exclusively sells ordinary, fashion and silk saris.
Electronics Bazaar
Electronic Bazaar consists of all electronic items like Television, Music Systems, Refrigerators,
Ovens, Computer accessories etc.
Furniture Bazaar
Few years back Big Bazaar started Furniture Bazaar to cater to the needs of the customers and
was selling all types of furniture for home. But recently it has started a SIS (shop in shop)
concept with its own groups Home Solutions Retail Private Ltd venture called Home Town
Express. Home Town express operates as a retailer of electronics, consumer durables, furniture
and furnishings, and home improvement products.
Kala Mandir
Big Bazaar has replaced Gold Bazaar with Navaras. Navaras is again a SIS concept which sells
gold jewellery and owned by Star Parivaar. The Star Parivaar Collection of Exquisite Gold and
Gems studded Jewellery is specially designed to celebrate moments that are special forever.

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MARKETING MIX OF BIG BAZAAR- THE 7 Ps





















7
P
Process
Product
Price
Promotion Place
People
Physical
Evidence

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1. PRODUCT
Big Bazaar offers a wide range of products which range from apparels, food, farm products,
furniture, child care, toys etc. Products of all the major brands are available at Big Bazaar. Also
there are many in house brands promoted by Big Bazaar.





Apparels
1. Denims & T-Shirts
2. Fabric & Cut pieces
3. Formal Wear
4. Casual Wear
5. Party Wear
6. Ethnic Wear
7. Accessories
8. Under Garments
9. Night Wear
10. Dress Materials
11. Sarees



Food
1. Staples
2. Ready to Eat
3. Ready to Cook
4. International Food
5. Spices
6. Confectionaries


Farm Products
1. Fruits
2. Vegetables
3. Exotic Fruits
4. Dairy Products


Chill Station
1. Soft Drinks
2. Packaged Juices
3. Milk Items
4. Frozen Foods
5. Ice Creams



Home and Personal Care
1. Shampoos
2. Detergents
3. Soaps
4. Liquid Wash
5. Creams
6. Deodorants
7. Home Cleaners
8. Utensils
9. Plastics
10. Crockery
11. Sundries

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Electronics Bazaar
1. Television Sets
2. Washing Machines
3. Refrigerator
4. Personal Care
5. Mobile Bazaar
6. Microwave Owens
7. Computer Accessories
8. Kitchen Appliances

Fashion & Jewellery
1. Footwear Bazaar
2. Beauty Care
3. Navaras
4. Star Parivaar


Home Town Express
1. Paintings
2. Bean bags
3. Decorative items
4. Living Room
5. Furniture and Furnishings

Stationary
1. Note Books
2. Files
3. Pens and Pencils
4. Other office accessories

Kids Section
1. Kids Wear
2. Toys
3. Child Care



31





A
P
P
A
R
E
L
S



Formal wear
Casual wear
Night wear
T-shirt
Jeans
Sarees
Dress
materials
Ethnic wears
Party wears
F
O
O
D

Ready to eat
Ready to cook
Spices
Staples
International
foods
Tea & Cofee
H
O
M
E

&

P
E
R
S
O
N
A
L

C
A
R
E

Shampoos
Detergents
Soaps
Liquid wash
Creams
Deodorants
Home
cleaners
Utensils
Plastics
Crockery
Sundries
C
H
I
L
L


S
T
A
T
I
O
N
S

S

Soft Drinks
Packaged
Juices
Milk Items
Frozen Foods
Ice Creams
E
L
E
C
T
R
O
N
I
C
S



B
A
Z
A
A
R


Television
sets
Washing
Machines
Refrigerator
Personal Care
mBazaar
Microwaves
Small
Appliances
Laptops
Computer
Accessories
Kitchen
Appliances

F
A
S
H
I
O
N


&


J
E
W
E
L
L
E
R
Y


Footwear
Bazaar
Beauty Care
Navara
Star Parivar
Meena
Bindre
F
U
R
N
I
T
U
R
E

B
A
Z
A
A
R

Living Room
Bed Room
Kitchen
Dinning
Rooms
Kids Room
Been Bags
Paintings
Decorative
Items
O
T
H
E
R
S

S
E
R
V
I
C
E
S



Mr. right
Bakery
Loot Mart
Tulsi
Future
Money
Future
Generally

32


2. PRICE
Big Bazaar works on the model of economics of scale. Their pricing objective is to get
maximum market share and attract customers to make bulk purchases. The tagline is Isse
Sasta aur accha kahin nahi. They work on the model of economies of scale. Their pricing
objective is to get maximum market share. The various techniques used at Big Bazaar are:
1. Value Pricing (EDLP - Every Day Low Pricing) Big Bazaar promises consumers the
lowest available price without coupon clipping, waiting for discount promotions, or
comparison shopping.
2. Promotional Pricing - Big Bazaar offers financing at low interest rate. The concept of
psychological discounting (Rs. 99, Rs. 49, etc.) is also used to attract customers. Big
Bazaar also caters on Special Event Pricing (Close to Diwali, Gudi Padva, and Durga
Pooja).
3. Differentiated Pricing - Differentiated pricing i.e. difference in rate based on peak and
non-peak hours or days of shopping is also a pricing technique used in Indian retail,
which is aggressively used by Big Bazaar. Example: Wednesday Bazaar
4. Bundled Pricing- It refers to selling combo-packs and offering discount to customers.
The combo-packs add value to customer and lead to increased sales. Big Bazaar lays a lot
of importance on bundling. Example: 3 Good Day family packs at Rs 60 (Price of 1 pack
=Rs 22), 5kg oil + 5kg rice + 5kg sugar for Rs 599.








33


Value Pricing Psychological Pricing


Differentiated Pricing Bundling


34

3. PLACE
The Big Bazaar stores are operational across three formats hypermarkets spread over 40,000-
45,000 sq.ft. The Express format over 15,000-20,000 sqft and the Super Centers set up over 1
lakh sq. ft. Currently Big Bazaar operates in over 90 cities and towns across India with 214
stores. Apart from the Metros these stores are also doing well in the tier II cities. These stores are
normally located in high traffic areas. Big Bazaar aims at starting stores in developing areas to
take an early advantage before the real estate value booms. In order to gain a competitive
advantage Big Bazaar has also launched a website www.futurebazaar.com, which helps
customers to orders products online which will be delivered to their doorstep. This helps in
saving a lot of time of its customers.

Number of out
let- 104;
Located at main
city-tier I & tier
city-II;
Area-10,000sq
ft- 120000 sqft;
High street area
of city; &
Approachable
destination.

35

4. PROMOTION
Big Bazaar has many new and innovative cross selling and up-sell strategies in Indian retail
market. Its promotional techniques have been very effective in attracting the customers and are a
headache for its rivals.
Issue of Pay Back Card as a part of loyalty program
Shakthi card, Future Card which offers 3% discount
Brand Endorsement by M.S.Dhoni and Asin
Point of Purchase Promotions
Weekend discounts
Profit Club Card- Pay 10,000 and shop for 12,000

1. The Great Exchange Offer Big Bazaar announced The Great Exchange Offer with a
Bring anything old and take anything new concept which started from the 16
th
of February
2008.Under the exchange offer the customers were given exchange coupons and they were
valid up to a particular date.







36

2. Sabse Saste Din (Big Days) or Public Holiday Sale On 26
th
January a National Holiday,
Big Bazaar gave a new thought in 2006 as they started a new shopping festival i.e. Sabse
Saste Teen Din. Since then Big Days have become more profitable to Big Bazaar.

3. Hafte Ka Sabse Sasta Din (Wednesday Bazaar) In January 2007, Big Bazaar introduced a
Wednesday Bazaar concept called Hafte Ka Sabse Sasta Din with an aim to give
homemakers the power to save the most on this day of the week.

4. Monthly Savings Bazaar Big Bazaar gives huge discounts for first 10 days of every
month in the name of Monthly Savings Bazaar.


37




38

5. PEOPLE
Well trained staff at stores to help people with their purchases
Employees close to 35000
Well-dressed staff improves the overall appearance of store.
They use scenario planning as a tool for quick decision making
Multiple counters for payment, staff at store to keep baggage and security guards at every
gate, makes for a customer-friendly atmosphere.
Employees are motivated to think out of box. Retail sector is in growth stage, so staff is
empowered to take innovative steps.
6. PROCESS

The goods dispatch and purchasing area has certain salient features which include:
Multiple counters with trolleys to carry the items purchased.
Proper display/posters of appropriate items.
Home delivery counters also started at many places.


39


7. PHYSICAL EVIDENCE


It deals with the final deliverable or the display of written facts. This includes the current system
and available facilities.


40


FUNCTIONAL DEPARTMENTS




Human Resource Department
Finance Department
Marketing Department
Logistics Department
Sales Department
Customer Service Department
OR
Customer Seva Desk (CSD)

Administration Department

41

1. HUMAN RESOURCE DEPARTMENT (PEOPLE OFFICE)



Selects and recruits employees through various sources such as consultancy services,
Walk-ins, Referrals, Campus Recruitment.
Trains and develops employees through its own specialized training centre known as
Gurukul. Motivates all employees to perform to their best through various monetary
and non- monetary rewards.
Employees are retained by keeping them happy and satisfied through various schemes of
the company.
Regular and periodic performance appraisal of all the employees is conducted and
suitably rewarded.

42

In any retail organization, the people who deal with the customers at a one to one level are
considered the face of the organization. Thus, people who work at the store level are important.
Hiring the persons with right attitude is important as in the case of most retail stores, the
employees need to work long hours, and also need to work when the rest of the people may be on
a holiday e.g. on Sundays or on occasions like Diwali, Christmas etc. Secondly the retailer needs
to have the persons with the right skill sets taking care of functions like buying and
merchandising, as the product is the key in a retail set up.
The HR department at Big Bazaar is called as People Office. The HR department of Big Bazaar
is very dynamic. This is very evident from the way the HR department handles all its employees.
They take utmost care to select, train, motivate, and retain all the employees. They have
continuous developmental programs for all the employees. Currently Big Bazaar, OMR is
employing 256 full time employees and 60. There are two shifts for the employees. The first shift
arrive at 10 AM in the morning and leave at 7:30 in the evening, while the second shift
employees report at 12:30 in the afternoon and leave at the time of Store closing (10pm).

People Management System at Big Bazaar
Big Bazaar People Management System is built on five pillars of people based growth:
Culture Building
Performance Management through balanced score card
People Processes
Management Processes
Leadership Excellence

Functions of HR in Big Bazaar
Identifying various roles in Big Bazaar
Recruiting the persons with right attitude to fit the jobs at Big Bazaar
Training and development
Motivation of employees
Evaluation of employee performance and Performance Appraisal
Issue of ID cards and uniforms to employees

43

Sending the details about the targets achieved by all departments and recommending
perks for the concerned employees or teams
Maintaining personal records of all employees
Payroll Processing
Staff IN/OUT Management

Sources of Recruitment
The main sources of recruitment through which Big Bazaar recruits its employees are
A. Consultancy Services
For top level management, employees are recruited through private consultants. This source is
usually used to recruit Department Managers.
B. Walk-ins
This is the main source of recruitment through which Big Bazaar recruits its employees. People
seeking job usually themselves approach the HR department for job or in response to the ads
given in newspapers. Employees usually selected from this source are appointed for entry level
jobs like team members.
C. Campus Recruitment
Big Bazaar visits some of the reputed educational institutions to hunt or hire some of the most
talented and promising students as its employees. But this is not always preferred as the cost of
recruitment becomes high.
D. Employee Referrals
Employees are assets of Big Bazaar as they are the ones who can create good impression in the
minds of customers and help to increase sales. Hence they are given importance in recruitment
process also. The candidates referred by the employees are given importance during the process
of recruitment.
E. In-House Data Banks
Big Bazaar maintains In-House Data Banks which consists of information like Candidates
name, contact number, qualification, current employer, previous employer etc. During
recruitment HR officials make use of these data banks.


44

SELECTION PROCEDURE AT BIG BAZAAR
















Induction process
The new employees selected will be given a 13 day induction and training program known as
Prarambh. They will be given information about the companys business, different departments
etc. They will be informed of their roles, duties and responsibilities. They will also be informed
about the HR policies and rules of the company.
The new employees will be on probation for a period of six months. After this period the HR
along with the department manager will review the performance of the employee. If the
employees performance is good and encouraging, the employees service will be confirmed.
Receiving applications/Resumes
Initial Screening of Applications
s
Interview
HRs Decision
sS
Initial Job offer
Final offer/ letter of appointment
Induction

45



Training and development
Future Group has its own training division for all its employees known as Future Learning &
development Limited (FLDL). All the employees are given training frequently.
Gurukul which is a part of FLDL gives training to all the employees on various skills like
Team Work, Dedication, Discipline, Improving Customer service etc.. to make them more
knowledgeable and productive. The company is also in the process of establishing a training
Centre at each zone that will be equipped with extensive and up-to date facilities and which
offers relevant training programs.




46


Welfare Policies

Employee Insurance Company provides all its employees with group insurance. It also
provides medical insurance coverage for employees who are not covered under ESIC
(Employee State Insurance Corporation).
EDC (Employee Discount Card) All employees are given EDC through which they get
20-30% of extra discount on all products.
Employee Provident Fund (PF) will be provided to the employees on their retirement
from the job.
Gratuity will be provided to employees who have completed 5 years or more of service.













47

2. MARKETING DEPARTMENT
The marketing department is responsible for the success of Big Bazaar. It has lot of unique
functions. It is responsible for marketing or sale of Big Bazaar products through different media
like Newspapers, Television advertisements, Radio, Banners and Hoardings etc. The department
plans, decides, identifies effective medium and makes unique strategies to attract the customers
to Big Bazaar in order to increase the sales and profitability. It is responsible for designing
creative advertisements through which the companys products can be promoted to the
customers.
The marketing department consists of another specialized department known as visual
Merchandising. Visual merchandising is an art by which a retailer makes the store talk to its
customers.
Aim of Visual Merchandising (VM) department is to
Make it easier for the customer to locate the desired category and to locate the desired
category and merchandise
Make it easier for the customer to self-select
Make it possible for the shopper to co-ordinate and accessorize
Recommend, highlight and demonstrate particular products at strategic locations
Educate the customer about the product in an effective and creative way
Make proper arrangements in such a way to increase the sales of unsought goods
Boost sales per square feet
Functions of VM department are
Knowing what items are to be displayed and where it should be done
Making sketches of visual displays
Making innovative and attractive designs to attract customers and Category Management
Communicating with store managers to work out the floor layout and display points
Educating and the staff about the designs and teach them how to arrange the VM
materials

48

Providing merchandise planning manuals
Identifying focal points or hot spots for visual merchandising
Planning for window display
Communication of offers
Execution of promotions etc.
Visual Merchandising at Big Bazaar



49


3. LOGISTICS DEPARTMENT

Logistics is a very important department of Big Bazaar which is responsible for procuring the
goods of all the departments. It receives majority of goods from the warehouse and some goods
directly from the vendor. The warehouse of Big Bazaar for the entire South Zone is located at
Hosakote, Karnataka.

Functions of Logistics Department are
In-warding of stock
Out-warding of stock
Maintenance of various registers relating to in-wording and out-warding of stock
Preparation of STO (Stock Transfer order), RSTO (Return Stock Transfer order),CDN
(Centralized Discrepancy Note), GRN(Goods Received Note) etc.



50


4. COMMERCIAL DEPARTMENT
Commercial department at big bazaar is responsible mainly for cash related functions. It is also
responsible for some of the financing functions as there is no finance department at Big Bazaar
stores. It is only present at the zonal level. The commercial department carries out some finance
related functions like preparation of budget for day to expenses at various levels, responsible for
communicating weekly, monthly and yearly sales targets and margins for all the department
managers.







There is an Assistant Manager under whom there is Head Cashier and then the Cashiers. All the
cashiers report to Head Cashier who in turn reports to the Assistant Manager.
Functions of Commercial Department
Cash Till Operations
Handling Cash
Allocation of Till wise Cashiers
Accepting different modes of Payments
Registration or activation of Payback applications
Distribution and Maintenance of HHTs (Hand Held Terminals)
Treatment of Shortage or Excess cash etc.
Assistant Manager
Head Cashier
Cashier Cashier Cashier Cashier

51


5. ADMINISTRATION DEPARTMENT
The Store administration comes under the Store Manager. Its functions are store maintenance,
housekeeping, security etc. Admin Department is subdivided into Maintenance, Housekeeping,
Security, Information Technology or Info departments.
The store maintenance is concerned with the proper running of the store in co-ordination with all
the departments. It also has to ensure proper back-up power supply in times of power cuts. It
takes care about the proper operation of elevators, Air conditioners, lighting etc..
The House keeping is concerned with keeping all the departments of the store clean and tidy all
the time. It is very important as the look and feel of the store attracts more customers and
improves the business. Its functions include supplying of snacks to employees in the evening,
cleaning and mopping the floor, Rest rooms, windows etc.
The information technology is a separate section. This department is responsible for the
maintenance of all the computer systems, billing machines, networking, communication etc.
Functions of Information Technology section
Scheme updation
Repair Maintenance of Software and Hardware components
SAP maintenance
Networking etc.
The Security section is an outside agency and recruited on contract basis. It is concerned with the
security of the entire store. Security department keeps a vigilant check on all people entering and
leaving at various entry and exit points in the store. The security personnel at entry locations will
have counting machines to keep track of customer foot falls. They also check the bills of all
customers before letting them out.
The Admin department also maintains different registers like Customer Foot Fall Register,
Attendance Register, Visitors Register, and Management Trainee Register etc. During the
closing of the Store Admin will check all the Cash Counters, Exchange and Baggage Counters
and locks all the departments.

52


6. CUSTOMER SERVICE DESK (CSD)
Customer is the king in retail world. Customer satisfaction leads to increased profitability.
Keeping in view of this Big Bazaar has separate department called Customer Service Desk
(CSD). As the name suggests this department focuses mainly on customer service.

Functions of CSD
Assisting customers in finding the products
Customer grievance handling
Maintaining various Registers like Gift Wrapping Register, Alteration Register,
Announcement Register, Payback Register, Telephone Complaints & Product Enquiry
Register, First Aid record, Lost & Found Register etc.
Providing first aid and medicines in case of emergencies
Co-operating with the customer during Product Exchange
Making announcements about the latest offers and paging for staffs
Raising Credit Notes
Facilitating Retro Credit for Payback Card holders
Helping the store during promotions and promotional events
Gift Wrapping
Giving Home Delivery
Customer Service is the main motto of CSD. CSD helps customers in various ways. It creates
awareness in customers about the products that are available in Store and gives details about all
the products and offers to the customers who call the desk. It handles the grievances of
customers like billing problems, exchange related problems and queries etc. It is responsible for
making announcements about the latest offers running in the store on products throughout the
day.


53


It provides free gift wrapping facilities for the customers who shop at Big Bazaar. It raises Credit
Notes. For example when a customer brings a product for exchange, the product is first received
and checked if it is used or deliberately damaged or tampered with. If it is in an acceptable
condition, then the customer is issued a Credit Note for that amount (products price).
The customer can then purchase any product for that amount or just take back the money by
encashing the Credit Note at the exchange counter. If the customer buys a product less than the
amount in the Credit Note, the difference amount will be refunded and on the other hand if a
customer buys a product more than the amount in Credit Note, the customer will be asked to pay
the difference amount. CSD helps the Store management in promotions by educating the
customers about the new products and benefits. It also handles functions of customer loyalty
program like making retro credit to the Payback Card holders.
CSD maintains Lost & Found register, keeps Lost & Found things in the department and returns
it to the particular customers who approach the CSD saying that they had lost their things at the
Store.
Its gives free home delivery for customers who shop for more than Rs.1500. The department also
collects customers opinion/feedback for continuous improvement in their service.
The department also provides free alteration of apparels and fashion items for customers. A tailor
is specially appointed to carry out this function.
The ultimate aim of this department is to help and satisfy the customers in every possible manner
and to make the customers experience memorable which attracts him to shop at Big Bazaar.






54


SWOT ANALYSIS

Strengths:
Experienced workforce
Vast range of products under one roof helping in attracting customer and their family to
shop together and enjoy the experience
Emphasis on providing total customer satisfaction
State of the art infrastructure
Huge investment capacity
Maximum percentage of footfalls converted into sales
Point of Purchase promotions
Good Employer- Employee relation
Ability to get products from customers at discounted price due to the scale of business
ELDP (Every Day Low Pricing) and innovative Promotional ideas like Big Days which
attracts customers
Part of a retail chain which has an experience of more than 25 years in the industry

Weaknesses:
Unable to meet store opening targets on time
Falling revenue per sqft
General perception: Low price = Low quality
Overcrowded during offers
Long lines at billing counters which are time consuming
Limited only to value offering low price products. A number of branded products are still
missing from Big Bazaars line of products. E.g. Jockey, Van Heusen.


55


Opportunities:
A lot of scope in Indian organized retail as it stands at approximately 4%.
Increasing mall culture in India.
More people these days prefer to visit big stores where they can find large variety under one
roof.

Threats:
Competition from other value retail chains such as Shoprite, Reliance (Fresh and trends),
Hypercity and D mart.
Unorganized retail also appears to be a threat to Big Bazaars business. A large population
still prefers to visit local convenient stores for daily purchases
Changing Government policies
International players looking to foray India













56


FINDINGS:

Generally youth and women are the main customers at big bazaar.
Electronic media has a great impact on customers. Electronic media help in
making people aware about new products and offers
The availability of all products under one roof of GM and nearby their house helps customer
to shop weekly and shop fresh every time.
Mega events like great Indian shopping festival has great impact in attracting
customer to purchase more and more
Customer are more attracted toward discount and offer including gift .
Signage and display helps in attracting customer to purchase more and more.
Offers and promotional scheme helps in add on sales.
Availability of branded and private level brand like Milestone, Spunk, Dreamline helps in
catering every section of people.










57


SUGGESTIONS:

Ge n e r a l me r c h a n d i s e c o n s t i t u t e n u mb e r o f d e p a r t me n t s s o c a s h
counter should be added up in the section to reduce problem of billing.
Queue process management should be made good.
During weekend customer often feel problem of trolleys so trolley should be
properly managed to get rid of trolley problem.
Damaged product should be replaced because it gives bad impact to other product
kept on the shelf
Big bazaar should include more of branded products in its product c a t e g o r y
s o a s t o a t t r a c t t h e b r a n d c h o o s y p e o p l e t o c o me i n t o b i g bazaar.
Employee should be given training time to time. The service of the sales person is
needed to be improved. Personal care should be taken by the sales person for the customers
so that the customers feel good.
It was observed most of the customers were not aware about the offer and scheme going
in the store .so proper communication should be made to make customer aware about the
offer and discount
Customer often face problem of unavailability of product like shoes, folder,
different size of pressure cooker etc. so product should be made available in stock
so that customer should not face problem of stock out.









58


RECOMMENDATIONS:

It is recommended that Big Bazaar must develop effective CRM tool
tos u r v i v e i n t h e ma r k e t a n d t o a t t r a c t mo r e a n d mo r e c u s t o me r f
o r exampl e i f GM of Bi g baz aar i s l aunchi ng new t r ol l ey or s hoes t hen
i t should be informed to customer about the particular product.
Bi g Ba z a a r mu s t p e r f o r m d e mo n s t r a t i o n n e w p r o d u c t s t o ma k e cu
stomers aware and create trust among them.
General merchandise has number of departments so staff number should be
increased to serve customer during weekend and big days.
Often many of the product are not sold because of low visibility, high price so, the
product should be properly displayed and discount should be given to attract the
customer to purchase the product. For example many products present in stationary
department are placed at the corner which is not purchased by customer due to high price.
P r o p e r s i g n a g e s h o u l d b e t h e r e s o t h a t c u s t o me r c a n l o c a t e t h e
products easily
To increase more footfalls more promotional activities must be carried out either offer more
discount or increase advertisement.
Promotion of big bazaar should be made in society by conducting free distribution of sample
and other activity.
P r i v a t e l e v e l b r a n d e d s h o u l d b e d u r a b l e a n d g i v e v a l u e t o t h e
customer money.
Allowing more space between the entrance of store and product allow customer to spend
more time and buy more.
Exhibit their new line of footwear, luggage, and utensil through events like
fashion show.
Make some arrangement for any new scheme or offer such as queue system management so
crowd can be controlled during big days.
Waiting time should be short enough.
During the off peak hours big bazaar should provide some offers to its customers
so that people would be encouraged to come to big bazaar during off peak hours. The
customers who are present in the mall during t he of f peak hour s of bi g baz aar
wi l l def i ni t el y go i n t o bi g baz aar i f surprise offers are made at that time.
Customer care department is needed to take proper care of customer complaints and queries.
For example: - warranty on certain product like non- stick cookware, shoes.



59


CONCLUSION

Big Bazaar has become a major shopping destination for todays price and quality conscious
customers. It has a good reputation in retail industry. It has positioned itself in the market as
hypermarket but it also acts as a discount store by giving good offers. It holds a huge customer
base. The majority of customers belong to middle class family. Its strength to provide wide range
of products at reasonable prices makes it a tough competitor and a market leader.
In Big Bazaar I was able to gain hands on experience and knowledge about all the functional
departments like HR., Marketing, and Logistics etc. I had the opportunity to work in all the
above mentioned departments and understood the process and workflow of the respective
departments. In every department they first told me about the importance of the department and
then I was educated about the process, principles and procedures that were followed by them.
The department Managers and the Store Manager gave me few assignments related to each
department which gave good insight about the retail industry. Then I understood the work flow
models of the respective departments. I also took part in the promotional programs like The
Great Indian Kitchen Festival, Payback Redemption drive, Wednesday bazaar etc.










60


BIBLIOGRAPHY

Websites:
http://www.bigbazaar.com/
http://www.futuregroup.in/
http://www.greaterkashmir.com/news/2012/Feb/23/marketing-indian-
scenario-12.asp
http://bigbazaar.net.in/
http://big-consultants.com/publication/
http://www.indiabulls.com/securities/market/Useful_Information/budget/bud
get12-
13/BudgetHeiglights.aspx?strTitle=Retail%20Sector%20:%20Seeks%20ind
ustry%20status
http://en.wikipedia.org/wiki/Big_Bazaar
http://www.livemint.com/Companies/DKzVsOkD1fa7qVCLX6wGdP/Big-
Bazaar-hopes-customized-fare-will-drive-growth.html