Final Rep-Ankit Baghel

8/9/2019 Final Rep-Ankit Baghel

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JAIPURIA INSTITUTE OF MANAGEMENT Page


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ABSTRACT

Big Bazaar caters to every need of customers. With the ever increasing array of private

labels, it has opened the doors into the world of fashion and general merchandise

including home furnishings, utensils, crockery, cutlery, sports goods and much more ateconomical and affordable prices without any compromise on quality.

With this increase in the product lines and product mix, it becomes vital for Big Bazaar to

continuously receive feedback from its customers and also analyzing the consumer

behavior in a city like Agra. Also awareness of Big Bazaar and its various beneficial

events will definitely make consumers final buying decision a lot easier.

Therefore the project is concerned with the study of Consumer behavior and awareness.It is also aimed at generating spokesperson for Big Bazaar, Ratan Mall, Ag ra.

The method adopted for the study is customer visit / customer survey wherein customers

were asked to fill a feedback form. The sampling technique adopted was Random

sampling technique. The respondents were majorly nearby catchment ladies who are

most probably the primary decision makers in a household. The data collected from these

forms has been analyzed which resulted in obtaining Key Factors/Issues (Sectional &

Non sectional) and examining consumer awareness. The report also contains thedetail of activities initiated at Big Bazaar keeping in view results obtained from analysis.

The project also includes a short term project on WAYS OF SHRINKAGE & THEIR

PROTECTING MEASURES AT BIG BAZAAR & FOOD BAZAAR.


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TABLE OF CONTENTS- II


S.NO. CONTENTS PAGE NO.

1. ACKNOWLEDGEMENT 1

2. ABSTRACT 2

3. LIST OF TABLES 8

4. LIST OF FIGURES 9


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TABLE OF CONTENTS- II


S.NO. CONTENTS PAGENO.

CHAPTER 1 INTRODUCTION 10

1.1 INDIAN RETAIL INDUSTRY

1.1.1 Evolution Of Indian Retail Industry

1.1.2 Segments In the Retail Industry

1.1.3 Organized Retail Sector

1.1.4 Top Companies in Organised Retail Sector 1.1.5 Retailing in India: A Forecast

10

10

10-11

11-12

13-14

14

1.2 FUTURE GROUP 15-16

1.3 FUTURE GROUPS VISION 17

1.4 FUTURE GROUPS MISSION 17

1.5 FUTURE GROUPS MANIFESTO 18

1.6 PANTALOONS RETAIL INDIA LIMITED(PRIL) 19-20

1.7 BIG BAZAAR 21

OBJECTIVE AND METHODLOGY

2.1 RESEARCH OBJECTIVE 22


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23

2.1 METHODOLOGY ADOPTED FOR THE

COMPLETION OF THE PROJECT

23-26

2.2 SAMPLING DESIGN 27-28

2.3 SUMMARY OF RESEARCH METHODOLOGY 28

CHAPTER 3 DATA ANALYSIS &INTERPRETATION

29

3.1 KEY FACTORS/ISSUES

3.1.1 Section Wise Major Key Factors/Issues

3.1.2 Non Sectional Wise Major Key Factors/Issues

2930-33

35-39

3.2 CUSTOMER AWARENESS 35-39

CHAPTER 4 RESEARCH FINDINGS ANDLIMITATION

40

4.1 RESEARCH FINDINGS FROM THE DATA

ANALYSIS & INTERPRETATION

4.1.1 Key Issues encountered by Big Bazaar Agra on

daily basis

4.1.2 Level of Customer awareness at Big Bazaar,

Ratan Mall, Agra

4.3 LIMITATIONS DURING THE RESEARCH

WORK

40

40-43

43-45

JAIPURIA INSTITUTE OF MANAGEMENT Page 5


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CHAPTER 5 CONCLUSIONS & SUGGESTIONS 46

5.1 ACTIVITIES UNDERTAKEN SUBSEQUENT

TO RESEARCH FINDINGS46-48

5.3 CONCLUSION

CHAPTER 6 ACTIVITIES UNDERTAKEN 50

6.1 ACTIVITIES UNDERTAKEN SUBSEQUENTTO RESEARCH FINDINGS

50-51

CHAPTER 7 EXTRA ACTIVITIES UNDERTAKEN 52

7.1 EXTRA ACTIVITIES CONDUCTED DURING

INTERNSHIP PROGRAM

7.1.1 Objective of Minor Project

7.1.2 Introduction

7.1.3 Standards for preventing shrinkage

53

53

53-55

55-59


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LIST OF TABLES


CHAPTER 3 CUSTOMER AWARENESS OF EXCHANGE MELA

3.1 Summary of Research Methodology 28

CHAPTER 5 RESEARCH FINDINGS

5.1 Customers Response table for events 44

CHAPTER 9 EXTRA ACTIVITIES UNDERTAKEN

9.1 Table of Standards Operating Procedures for shrinkageprevention

55-58


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LIST OF FIGURES

S.NO. CONTENTS PAGE

NO.CHAPTER 4 KEY FACTORS/ISSUES

4.1 Major Key Factors/Issues of Food Bazaar 30

4.2 Major Key Factors/Issues of BB Fashion 31

4.3 Major Key Factors/Issues of Furniture Bazaar 32

4.4 Major Key Factors/Issues of Electronic Bazaar 32

4.5 Major Key Factors/Issues of Home 334.6 Non Sectional Wise Major Key Factors/Issues 34

4.7 Customer Awareness of Wednesday Bazaar 35

4.8 Customer Awareness of Monthly Bachat Bazaar 36

4.9 Customer Awareness of Sabse Saste 3 Din 37

4.10 Customer Awareness of 5 Din Mahabachat ke 38

4.11 Customer Awareness of Exchange Mela 39


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CHAPTER -1

INTRODUCTION

1.1 INDIAN RETAIL INDUSTRY

1.1 Evolution of Indian retail Industry

Indian Retail Industry is standing at its point of inflexion, waiting for the boom to take place.

The inception of the retail industry dates back to times where retail stores were found in the

village fairs , Melas or in the weekly markets. These stores were highly unorganized. The

maturity of the retail sector took place with the establishment of retail stores in the locality

for convenience. With the government intervention the retail industry in India took a new

shape. Outlets for Public Distribution System, Cooperative stores and Khadi stores wereset up. These retail Stores demanded low investments for its establishment.

The retail Industry in India gathered a new dimension with the setting up of the different

International Brand Outlets Hyper or Super markets, shopping malls and departmental

store.

1.1.2 Segments in the Indian Retail Industry

The retailing sector of India can be split into two segments. They are the informal and theformal retailing sector. The informal retailing sector is comprised of small retailers. For this

sector, it is very difficult to implement the tax laws. There is widespread tax evasion. It is

also cumbersome to regulate the labour laws in this sector. As far as the formal


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retailing sector is concerned, it is comprised of large retailers. Stringent tax and labour laws

are implemented in this sector.

If the retail industry is divided on the basis of retail formats then it can be split into the

modern format retailers and the traditional format retailers. The modern format retailers

comprise of the supermarkets, Hypermarkets, Departmental Stores, Specialty Chains and

company owned and operated retail stores. The traditional format retailers comprise of

Kiranas, Kiosks, Street Markets and the multiple brand outlets.

The retail industry can also be subdivided into the organized and the unorganized sector.

The organized retail sector occupies about 3% of the aggregate retail industry in India.

1.1.3 Organised Retail Sector

In the organised sector trading is undertaken by the licensed retailers who have registered

themselves to sales as well as income tax. The organised retail sector have in their ambit,

corporate backed hypermarkets and retail chains. The private large business enterprises

are also included under the organised retail category.

The organised retail sector can be further subdivided into:

Instore Retailers

This type of retail format is also known as the brick and mortar format. These retail

stores are in the form of fixed point sale outlets. They are specially designed to lure

the customers. There are different types of stores through which the instore retailers

operate.

Branded Stores appear in the form of exquisite showrooms. Here the total range of

a particular brand is available and the quality of the product is certified by the

government.

There are also multi brand specialty stores that sell a series of brands so that the

consumer can choose from the wide array of brands.

Dep artment stores have a large number of brands and products catering to all


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1.1.4 Top Companies In Organised Retail Sector

Bharti Retail a wholly owned subsidiary of Bharti Enterprises. has announced two joint

ventures (JV)with the international retailing behemoth, Wal-Mart. The first JV ensures cash

and carry business, in which 100 percent FDI is permitted and it can sell only to retailersand distributors. The second JV concerns the franchise arrangement. Sunil Mittal,

Chairman of the Bharti Group assured that the ventures will use low prices every day and

best practices for the satisfaction of the customer. Processed foods and vegetables will

be delivered by Bharti Field Fresh, Bharti's JV with Rothschild. Bharti Retail aims to foray

every city with a population exceeding 1 million. It has plans to come up with an investment

of more than $2 billion in convenience stores, supermarkets and hypermarkets spread over

an aggregate 10 million sq. ft. The expansion drive looks ambitious but analysts are

worried that Bharti may face stiff competition from Pantaloon and Reliance as they too

have sanguine plans to flood the markets with thousands of retail outlets in the coming five

years. Bharti Telecom also has plans to offer all its fixed and mobile telecom products and

services from a single window to the SMB (Small and Medium Business) enterprises under

the Bharti Infotel division. Reliance Retail Reliance claimed last year to start a retail

chain that will be unique in size and spread, will lead to the welfare of one and all ranging

from Indian farmers, manufacturers and ultimately consumers. It is known as Reliance

Retail Ltd.(RRL) and is a 100 percent subsidiary of Reliance industries Ltd.(RIL). Soon

after the Bharti-Wal Mart tie up, there was the news that RIL (Reliance Industries Ltd.)

Chairman Mukesh Ambani met Commerce Minister Kamal Nath to discuss the

apprehension of cheap imports from China. Reliance Retail has plans to open 4,000

outlets across 1,500 towns for an investment of $5.6 billion. Reliance is not away from

agro-business. According to Buddhadeb Bhattacharjee, Chief Minister of West Bengal,

Reliance will hold demonstration farming, produce good quality seeds and give inputs to

farmers. Its most significant participation has been in the food procurement business inMadhya Pradesh and Punjab. This has in fact compelled the government to import wheat

this year. Reliance Retail has also been reported to have entered into an agreement with

footwear manufacturer Bata India Ltd. so that they will involve in selling each other's

products.


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DLF Shopping Malls- DLF Retail Developers Ltd. is one of the troikas of the DLF Group.

Besides being India's largest real estate developer, DLF is also of the leaders in innovating

shopping malls in India. It caught public eye when it launched the 2,50,000 sq ft. shopping

mall in Gurgaon. It has brought a dramatic change in the lifestyles and entertainment with

its City Centres and DT Cinemas. DLF has plans to invest Rs. 2000-3000 crore in all the

emerging areas from metros to A class cities in the next two years. Till last year the

company was involved in building 18 malls out of which 10 were in the NCR region. Future

plans of DLF involve opening up of 100 malls(speciality malls, big box retailing and

integrated malls) across 60 cities in next 8-10 years. They are slowly transforming

into 'lease' and 'revenue share' models.

Local players like ITC, the A.V. Birla Group and Tatas have given the hints to enter

organised retail. Frances Carrefour SA and Britains Tesco too were recently in news for

their future plans to explore the Indian retail market.

1.1.5 Retailing in India: a forecast:

Future of organized retail in India looks bright. It will capture a share of 10% of the total

retailing by the end of 2010.

According to the Union Minister of Commerce & Industry the organized retail sector is

expected to grow to a value of Rs. 2,00,000 crore (US$45 billion) and may generate 10to15 million jobs in next 5 years. This can happen in two forms- 2.5 million of these people

may be associated directly with retailing and the rest 10 million people may be gainfully

employed in related sectors that will be pulled up through the strong forward and backward

linkage effects.

However to compete in this sector one needs to have up-to-date market information for

planning and decision making. The second most important requirement is to manage costs

widely in order to earn at least normal profits in face of stiff competition.


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1.2 FUTURE GROUP

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias

leading business houses with multiple businesses spanning across the consumption

space. While retail forms the core business activity of Future Group, group subsidiaries

are present in consumer finance, capital, insurance, leisure and entertainment, brand

development, retail real estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square

feet of retail space in 71 cities and towns and 65 rural locations across India.

Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people

and is listed on the Indian stock exchanges. The company follows a multi-format retail

strategy that captures almost the entire consumption basket of Indian customers. In the

lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a

chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a

hypermarket format that combines the look, touch and feel of Indian bazaars with the

choice and convenience of modern retail.

The group operates through six verticals:

1.Future Retail (encompassing all lines of retail business).

2.Future Capital (financial products and services).

3.Future Brands (all brands owned or managed by group companies).

4.Future Space (management of retail real estate).

5.Future Logistics (management of supply chain and distribution).

6.Future Media (development and management of retail media spaces).

The groups specialty retail formats include, books and music chain, Depot, sportswear

retailer, Planet Sports, electronics retailer, Ezone, home improvement chain, Home Town

and rural retail chain, Aadhar, among others. It also operates popular shopping portal,

futurebazaar.com .
http://futurebazaar.com/http://futurebazaar.com/


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1.5 FUTURE GROUP MANIFESTO

Future the word which signifies optimism, growth, achievement, strength , beauty ,

rewards and perfection . Future encourages us to explore areas yet unexplored, write

rules yet unwritten; create new opportunities and new successes .To strive for a gloriousfuture brings to us our strength , our ability to learn, unlearn and re learn our ability to

evolve.

We, in future group, will not wait for the future to unfold itself but create future

scenarios in the consumer space and facilitate consumption because consumption is

developed. Thereby, we will effect socio-economic development for our

customer,employees, share holders , associates and partners.

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

and when they need. We will not just post satisfactory results, we will write success

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

not just post spot trends , we will set trends by marrying our understanding of the Indian

consumer to their needs of tomorrow

It is this understanding that has helped us succeed. And it is this that will help us

succeed in the future. We shall keep relearning and in this process , do just one thingrewrite rules retain values.


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1.6 PANTALOON RETAIL INDIA LIMITED (PRIL)

The organized retail industry in India did not evolve till the early 1990s. Until then, the

industry was dominated by the unorganized sector. It was a sellers market, with a limited

number of brands, and little choice available to customers. Lack of trained manpower, taxlaws and government regulations all discouraged the growth of organized retailing in India

during that period. Lack of consumer awareness and restrictions over entry of foreign

players into the sector also contributed to the delay in the growth of organized retailing.

This allowed the unorganized sector to rule the Indian retailing industry. It was during this

time that the foundation of PRIL was laid by Mr. Kishore Biyani.

Mr. Biyani is a commerce graduate with a post-graduate diploma in marketing. After

spending five years in managing his family business of trading textile and yarn, he started

with apparel manufacturing in the mid-1980s. In 1987, he launched Manz Wear Pvt. Ltd.

for making the country's first readymade trousers with 'Pantaloon' as the brand name. In

1989, the company launched its first jeans brand, 'Bare'. On September 20, 1991, Manz

Wear Pvt. Ltd., went public and on September 25, 1992, it changed its name to

'Pantaloon Fashions (India) Limited' (PFIL).

Today Pantaloon Retail (India) Limited is India's leading retail company with presence

across multiple lines of businesses. Pantaloon Retail is the flagship company of Future

Group, a business group catering to the entire Indian consumption space. The

Company owns and manages multiple retail formats that cater to a wide cross-section of

the Indian society and is able to capture almost the entire consumption basket of the

Indian consumer. . Headquartered in Mumbai (Bombay), the company operates over 7

million square feet of retail space, has over 1000 stores across 53 cities in India and

employs over 25,000 people.

Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion retail

chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain that

combines the look and feel of Indian bazaars, with aspects of modern retail, like choice,


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convenience and hygiene. This was followed by Food Bazaar, food and grocery chain

and launched Central, a first of its kind seamless mall located in the heart of major Indian

cities. Some of its other formats include, Collection (home improvement products), E-

Zone (consumer electronics), Home Town (A one-stop destination for every need of the

aspirational Indian home-owner), Depot (books, music, gifts and stationary), aLL (fashion

apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky (fashion

accessories). It has recently launched its e-tailing venture, futurebazaar.com .

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town (a

large-format home solutions store), Collection i (selling home furniture products) and E-

Zone (focused on catering to the consumer electronics segment).

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

US-based National Retail Federation (NRF) and the Emerging Market Retailer of the Year

2007 at the World Retail Congress held in Barcelona.
http://futurebazaar.com/http://futurebazaar.com/


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1.7 BIG BAZAAR

Big Bazaar, the "Indian Wal-Mart", is the modern Indian family's favorite store. A

hypermarket chain, started in 2001, which combines the look and feel of Indian bazaars,

with aspects of modern retail, like choice, convenience and hygiene. Big Bazaar is not just

another hypermarket. Its like an Indian bazaar or mandi or mela, the environment created

by traders to give shoppers a sense of moment. It caters to every need of your family. BigBazaar scores over other stores on its value for money proposition for the Indian customers.

At Big Bazaar, customers will get the best products at the best prices, this is their guarantee.

From apparel to general merchandise like plastics, home furnishing, utensils, crockery, cutlery

sports goods, car accessories, books and music, computer accessories and many, many more.

Big bazaar is the destination where customers get products available at prices lower than theMRP, setting a new level of standard in price, convenience and quality.

Big Bazaar has democratized shopping in India and is so much more than a hypermarket. Here,

one will find over 170,000 products under one roof that cater to every need of a family, making Big

Bazaar Indias favorite shopping destination. Leveraging on the companys inherent strength of

fashion, Big Bazaar has created a strong value for money propositions for its customers. This

highlights the uniqueness of Big Bazaar as compared to traditional hypermarkets, which

principally revolve around food, groceries and general merchandise.

Boasting of an impressive array of private labels, Big Bazaar is continually striving to provide

customers with a complete look. So be it mens wear, womens wear, kids wear, sportswear or

party wear, Big Bazaar fashion has it all!


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CHAPTER 2

A Study of Consumer Behavior & Awareness and Generating Spokesperson for Big Bazaar

2.1 RESEARCH OBJECTIVE

The objective of research is as follows:

To study the Consumer Behavior in terms of product & services, liking & disliking

of nearby customers and examining the Key factors/issues to work upon, for better

customer service & satisfaction.

To study Customer awareness about the Offers/Discounts events of Big Bazaar.

These events are properties of Big Bazaar.

Finally methods of generating Spokesperson for Big Bazaar, Ratan Mall through

direct channels of communication. Example- Survey, Personal interaction.


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CHAPTER 2

R E S E A R C H M E T H O D O L O G Y

2.2 METHODOLOGY ADOPTED FOR THE COMPLETION OF PROJECT

The project basically deals with the study of Customer behavior for Big Bazaar, Ratan

Mall, Agra and their awareness about Big Bazaar and its different aspects. For the

successful completion of this project a methodology was adopted which is explained below:

a. PRELIMINARY TASK- First of all a thorough understanding of Big Bazaar was

taken. This included taking note of all the sections of Big Bazaar like: Food Bazaar,

Mens, Ladies, Kids Home Dcor, Crockery, Lenin, Electronics, Furniture Sectionetc., Products available in each sections, Major Offers available in each section.

Also understanding the different properties of Big Bazaar like: Wednesday Bazaar,

MBB(Monthly Bachat Bazaar), SS3D(Sabse Saste 3 Din), 5 Din Maha-Bachat Ke

and Exchange Offer.

b. DEVELOPMENT OF QUESTIONNAIRE- Further to study the Consumer Behavior

& Awareness about Big Bazaar a questionnaire was developed under the

supervision of Store manager. The questionnaire aims at genuine feedback from

the surveyed customers about the Sections visited by them, level of interaction

with employees, their awareness about different offers and discount periods which

are part of Big Bazaar etc. The questionnaire was basically named as Customer

Feedback Form.

c. DATA COLLECTION- Customers Data was now collected from CSD(Customer

Service Desk). This is the data which usually customers leave after purchasing on

discounts, availing different offers, filling up Share with Us form, exchanging

products etc.


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d. The data collected was a blend of Customers from diverse areas of Agra and

nearby region. This data therefore was arranged Area Wise each day. This was

done to focus on a particular area on a given day which saved wastage of time and

energy.

e. TARGETED AREA FOR SURVEY- As stated above the survey was conducted

Area wise in Agra. The main target area was the nearby Catchment area.

Catchment is the area surrounding any store of Big Bazaar. The nearby Catchment

area of Big Bazaar, Ratan mall includes Doctors, Service Class people,

Businessmen etc.

For example: A list of Customers only from Professor Colony was contacted on a

particular day. So like this only the Professor Colony customers were visited for

survey on the day they were contacted and day by day other areas were covered.

f. ENSURING WALK-INNS Apart from this an Invitation Card for the Customers

was also designed. There were Invitations cards used during the entire survey.

one was general Invitation card which was used after the Anniversary Celebrations

got over. card consisted of Offers/ Discounts for the Visited customers. The

invitation card had discounts/offers only for visited customers. The invitation cards

also carried BB WORKS HARD concept which made them aware how Big Bazaar

strive for customer satisfaction.

These Invitation cards were primarily developed with the objective of

ensuring the revisit of the surveyed customers to Big Bazaar. Also it aimed at giving

loyal customers (who were surveyed) a sense of proud that they are special for Big

Bazaar.

g. Now all the customers who has to be surveyed were contacted to retrieve their proper address. Inviting customers for the Offers/Discounts at Big Bazaar by


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providing them Invitation card was the main agenda for retrieving the address, over

phone calls, by all the customers.

h. GENERATION OF SPOKESPERSON- The targeted customers for the survey were

Ladies as they are the mostly visited customers at Big Bazaar and also the keydecision maker in a family. So in view of that all the Customer Feedback Forms

included option that whether they are members of any Club/Kitty or any other social

group.

In case a lady has marked Yes for such social groups then they were

contacted at regular interval for conducting Kitty Parties/ Birthday Parties/ Club

Meetings or Parties etc. at CHOWPATTY- Food Court at Big Bazaar. The idea

behind this was that if a lady customer is taken care during survey like; provided

lucrative offers, listened regularly and taken feedback etc. will proved to be a

spokesperson for Big Bazaar. And she can also influence others for conducting

social parties/meetings/gathering at Big Bazaars Food Court. In this way she will

bring 20-25 ladies at Big Bazaar and hence it will result in more and more

customers being aware of Big Bazaar and the regular lucrative offers /discounts.

i. The entire survey was conducted for 45 days. There were 136 respondents or

customers who were covered.

j. Now for the interpretation & analysis a Microsoft Excel sheet was prepared. This

sheet primarily included Name, Address, Contact no.,Visit Frequency of all the

visited customers, All the Section Wise feedback of customers like: Food bazaar,

BB Fashion, GM Home etc., Overall feedback of customers i.e. Big Bazaar as a

whole. The sheet also included information of all the customers who are part of any

Club/ Kitty/ Social group in Agra city.

k. Then diagrammatical representation of Section wise feedback of customer is made

in Pie-Chart form. Also to interpret results about Customer Awareness,

diagrammatical representation of Questionnaire data is made in form of 3D Pie

Chart.


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l . The survey resulted in some of the major findings like Section Wise Key

Factors/Issues, Overall key Factors/Issues, Customer Awareness Data etc.


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2.3 SAMPLING DESIGN

As its stated above that for completion of our Research work we conducted a Survey. For

conducting this survey selecting appropriate sample size was an imperative task.

Moreover the most important aspect of the research work is selecting the right customers

for the successful completion of the project. Therefore for accurate results those

customers who are basically from nearby catchment area of Big Bazaar, Ratan Mall were

selected.

Following is the description of the Sample Design considered for survey:

SAMPLE UNIT:

Sampling unit is lady customer of Big Bazaar who are most probably the primary decisionmakers in a household for the purchasing of Food, Apparels, Home needs, different

accessories etc.

SAMPLE SIZE:

The sample size, which is taken for the project, is 100. This sample size combines

customers from different backgrounds like Homemakers, professionals, retired people etc.

All of those who make part of Big Bazaar retail format.

SAMPLING TECHNIQUE:

The sampling technique used in the study is random sampling technique. The

respondents were chosen Area wise and were visited by us.

COLLECTION OF THE DATA:

The method of Data collection used in the study is Survey/ Feedback methods. As

discussed above that the respondents were visited and asked to fill the Customer

Feedback Form.


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CHAPTER 3

DATA ANALYSIS & INTERPRETATION

3.1 KEY FACTORS/ISSUES

After the survey the Reponses to open-ended questions of all questionnaires were

arranged with the help of Microsoft Excel sheet for examining Key Factors/Issues. These

Key factors/ Issues consist of different responses from visited customers or respondents

which they faced during shopping experience at Big Bazaar, Ratan mall. For example a

Key issue of Sales Executive problem includes responses like Sales exe dont have

proper knowledge of products, they are unaware of offers, Sales executives didnt careabout customers, they are not informative etc. Like this all the Key Factors/Issues have

different responses.

Following are the diagrammatically representation of Major Key factors/Issues Sectional

and Non-sectional collected from the respondents


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Sales Exe Problems

Absence of products

36%Unsatisfied with S.K.U Quality

Service Issues3.1.1 Sectional Wise Major Key Factors/Issues

FOOD BAZAAR -

Total No. Responses - 40

Figure 3.1 Major Key Factors/Issues of Food Bazaar

The Pie-chart above shows the Major Key factors/Issues

in Food Bazaar Section of Big Bazaar and whatpercentage of customers out of Total Responses reported

about the respective Key factor. For example- 39% out of

all the total responses reported that they are Unsatisfied

with S.K.U Quality. There were other Key factors/Issues

like Absence of Price Tags, Time Consuming Shopping,

Expensive Products etc.


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BB FASHION-


Unsatisfied withS.K.U ualit

Absence of Brandedstuff

Figure 3.2 Major Key Factors/Issues

of BB Fashion

The Pie-chart above shows the Major Keyfactors/Issues in BB Fashion Section of Big Bazaar

and what percentage of customers out of Total

responses to the section reported about the respective

Key factor. For example 61% of Total responses are

Unsatisfied with the S.K.U Quality. The other key

factors in BB Fashion are Sales Executive problem,

Expensive products.


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50%

Service issue Absence of Variety

50%

33%

Absence of Product Service Issue

67%

FURNITURE BAZAAR-


Figure 3.3 Major Key Factors/Issues of

Furniture Bazaar

ELECTRONIC BAZAAR-

Total No.

Responses - 38

Figure 3.4 Major Key Factors/Issues of Electronic


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Billing Problems

Sales Exe. Problems

Service Issues

Expensive Product

Crowd Problem

Absence of branded stuff

20%17%

20%

3.1.2 Non Sectional Wise Major Key Factors/Issues

Following is the diagrammatical representation of the Key factors/Issues Irrespective of

any section.


Figure 3.6 Non Sectional Wise Major Key Factors/Issues


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68%

Yes No

32%

3.2 CUSTOMER AWARENESS

Apart from Key Issue findings, the Feedback form or the questionnaire was also used to

have an idea about the customer awareness in the nearby catchment. The Customer

awareness which is to be examined is about the Offers/Discounts events of Big Bazaar.

These events are Wednesday Bazaar, Monthly Bachat Bazaar, Sabse Saste Teen Din, 5

Din Maha Bachat ke and Exchange Mela. All these events are properties of Big Bazaar.

Following is the diagrammatical representation of Close-ended questions of questionnaire

related to awareness of these events:

WEDNESDAY BAZAAR


Figure 3.7 Customer Awareness of Wednesday Bazaar

The 3D Pie-Chart above shows that what percent of respondents out of total responses

are aware of Wednesday Bazaar. 68% out of total know about Wednesday Bazaar and32% are unaware of this day at Big Bazaar.


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21%

MONTHLY BACHAT BAZAAR


79%

Figure 3.8 Customer Awareness of Monthly Bachat Bazaar

The 3D Pie-Chart above shows that what percent of respondents out of total are aware of

Monthly Bachat bazaar.


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25%

Yes No

SABSE SASTE 3 DIN


75%

Figure 3.9 Customer Awareness of

Sabse Saste 3 Din

The 3D Pie-Chart above shows that what percent of

respondents out of total are aware of Sabse Saste 3Din.


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Yes No

5 DIN MAHABACHAT KE


83%

Figure 3.10 Customer Awareness of 5

Din Mahabachat ke


respondents out of total are aware of 5 DinMahabachat ke Offer.


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44%

Yes No

EXCHANGE MELA


56 %

Figure 3.11 Customer Awareness of

Exchange Mela


respondents out of total are aware of Exchange Mela.


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Masala Range, Kohinoor basmati rice; Idly maker, and certain other minor

products availability of which is essential for Big Bazaar for sustaining their

dominance in Organized Retail format.

e. Absence of Branded stuff Big Bazaar at Agra is surrounded by not only

fashion conscious people but also brand conscious people. These customers

also demand value for money. Non availability of the brands in some of the

sections like BB Fashion is a major issue for Big Bazaar.

f. Crowd Problem Big Bazaar works on the concept of an Indian Bazaar.

There is large mix of products that are offered on discounted prices which

makes Big Bazaar a profitable destination. Thats why Big Bazaar encounters a

large number of footfalls on huge offers, discounts and other events. This

further gives chances of criticism that there is crowd problem at Big Bazaar.Although there are only 11% of total responses for Non Sectional customers

who reported so (see Figure 2.1). The challenge for Big Bazaar is crowd

management and distribution of population on different days.

g. Billing problem Cash Tills are an important touch point for providing good

customer service in our stores. A well managed Cash Till ensures that more

products can be billed and every product leaving the store is billed in the most

efficient manner. But Billing issues and problems are turning to be major

problem for Big Bazaar. These are directly related with the training and

knowledge aspects of cashiers and everyone in Big Bazaar, as they should

also be aware of cash iering.

Big Bazaar is divided into floors and further into sections on each floor. This is done to

serve customers in best possible way and to compose an organized environment in Big

Bazaar to shop. These sections include Food Bazaar, Mens Section, Ladies Section,

Kids Section, GM Home, Electronic Bazaar, Furniture Bazaar etc.After all the Key issues were framed, Section wise and Non Sectional

Feedback was derived. This made it clear that what are the Key Issues of different

sections and Issues which are general in nature i.e. apart from all the sections. Following

are the Section wise findings from the data accumulated:


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Food Bazaar As its clear from the Figure 1.1 above that most of the people who

have responded for Food Bazaar have reported Quality as major issue in this

section. 39% of the responded customers of Food Bazaar are Unsatisfied with

some of the S.K.Us of Food bazaar. Another major Key Issue is Sales Executive

problem. Absence of products remains the lowest reported issue by customers. BB Fashion Dissatisfaction with the present quality of S.K.Us is one of the major

issue for BB Fashion. Nearly 61% of the respondents for BB Fashion customers

are found to do report the same. Moreover Apparels happens to be mostly

criticized S.K.U related to quality. Absence of Branded Stuff (22%) and Service

issues (17%) are another two Key Issues related to BB Fashion (see Figure 1.2). Furniture Bazaar The two major Key issues of furniture bazaar are Service

Issues (50%) & Absence of Product (50%). Service issues are mostly related toafter sales service.

Electronic Bazaar 67% of 38 respondents for Electronic Bazaar had problem with

Non availability of product. Remaining had criticized service provided by

Electronics Bazaar. G.M Home Absence of products and Sales Executive problems are the major

issues with G.M Home. The major problem of Non availability of S.K.U is with

Utensils, Plastics etc.

Findings from Non Sectional feedback is as follows Apart from all the sections Billing problems (21% out of 68 responses) are a matter

of concern for Big Bazaar. These problems occur mostly due to inefficiency of

cashiers to handle large footfall situations, mistakes by warehouse employees,

delay in upgrading of schemes/offers etc. Sales executives problems and Service issues are another major problem in Big

Bazaar irrespective of sections. Both the issues have 20% responses out of 68

people.


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Crowd problem as discussed previously happens to be a criticized area by some of

the respondents. But crowd situations are generally a part of Retail formats. What

remains on the part of Big Bazaar is how efficiently they can manage this crowd.

4.1.2 Level of Customer awareness at Big Bazaar, Ratan Mall, Agra

There are various offers and discounts occasions at Big Bazaar. These Offers/Discount

events are the property of Big Bazaar. These includes Wednesday Bazaar, Monthly

Bachat Bazaar, Sabse Saste 3 Din, Exchange offer etc. For Big Bazaar these Occasions/

Events are differentiating factors and therefore it becomes essential that customers

should get aware of these initiatives by Big Bazaar.

This project also aimed at analysis of customer awareness of these Events/Occasions at

Big Bazaar. The table of findings for these is as follows:

S.No Event/Occasion Yes No Total No. of

Responses1. Wednesday Bazaar 39 83 122

2. Monthly Bachat Bazaar 29 97 126

3. Sabse Saste 3 Din 31 92 123

4. 5 Din Maha Bachat Ke 21 103 124

5. Exchange Mela 54 68 122

Table 4.1 Customers Response table for events


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Some of the observations regarding Customer Awareness were

Customers visited for Big Bazaar, Ratan Mall, Agra are not much aware of certain

Important events like Wednesday Bazaar, MBB etc. The main problem is that

customers are purchasing on these days but are not aware about the concept and

benefits of purchasing on these Offer/Discount periods. For example: MBB says

that Plan for commodities and products which are priority for every household at the

start of each month.

For building long term loyalty with customers its imperative that they should

know about the motives behind these events and how they and their family can

benefit from them. Creating spokesperson is also up to a great extent depends on the familiarity of

Spokesperson with the concept on which Big Bazaar works. Knowledge about

different events which are properties of Big Bazaar can go a long way in creating

such entities and growth in loyal customers. For events like 5 Din Mahabachat Ke customer awareness is exceptionally low. The

main reason for this probably is that Big Bazaar, Ratan Mall, Agra for, which

awareness study was done, started in November 2008. So when 5DMBK will be

celebrated, it will be first instance for Nearby Catchment and loyal customers of BigBazaar, Ratan Mall to come across such an event in this mall.


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CHAPTER 4

LIMITA TIONS

4.2 LIMITATIONS DURING THE RESEARCH WORK

There were certain constraints and limitations encountered during the summer project

completion at Big Bazaar. These Limitations/Constraints are listed as below:

For the successful completion of the project it was imperative to visit customers and to

have a genuine sample size for conducting research work. But visiting time was one of

the major problems faced during the survey. Mostly the customers were visited

between 11:30 A.M to 4:00 P.M. and not in the evening as this time was leisure time

for most of the customers. Moreover customers were also contacted before visiting

their home but still they tend to get frustrated when visited for survey.

As the project is basically concerned with customer behavior and generating

spokesperson for Big Bazaar. There was less learning from some major areas of Big

Bazaar like: Various aspects of Warehouse which included Inventory Management,

SAP operations, Generating Purchase Order. The reason was that Warehouse is an

area which required full time presence.


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CHAPTER 5

CONCLUSION & SUGGESTIONS

5.1 SUGESSTIONS

Based on the analysis of the survey and the work done at Big Bazaar Ratan Mall some

suggestions/ recommendations were given which are stated as under: Analysis of the survey conducted informed Big Bazaar that most of the nearby

catchment customers are still unaware of the Offer/Discount events at Big Bazaar.

Big Bazaar should have medium of communication for customers. This medium

can reach surveyed customers, Data base customers etc. The medium of

communication can be a 4-5 page magazine, pamphlets, newspaper

advertisements, fliers etc. Food Bazaar employees can play an important role in educating the employees not

only about various events but can also guide them to other sections. Though each

and every employee play an important role in educating and guiding customers but

Food Bazaar is a main interaction point at Big Bazaar Ratan Mall due to the

preference of customers and structure of Big Bazaar Ratan Mall.

A regular monthly or fortnight test with name Know Your Section for all theemployees of Big Bazaar was recommended as it will advance the knowledge of

each employee whether they are promoters, full timers or part timers. The test

should carry questions according to the section employees is accustomed. A marketing team should continue this same survey of visiting the customers and

extracting feedback from customers of not only near by catchment but far areas of

Agra. This will help the management to keep a track of the demands of customers

regarding products and services offered by Big Bazaar and various other aspects

of customer behavior and awareness. This will also assist Big Bazaar in creating

long term relations with the existing loyal customers and new customers.


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Another activity which will help Big Bazaar in terms of maintaining admirable Customer

relations will be conducting dinner of Store Manager, Assistant Store Manager Etc with 10-

12 families of Agra which criticize Big Bazaar the most. These families should be influential

families of Agra and can be chosen on the basis of feedback provided by them in this

survey. The rational behind this is that the most criticizing families are generally bold

enough to influence the group of people they meet daily, weekly or so. So the dinner with

managers can remove their misconceptions about Big Bazaar, can create a positive image

of Big Bazaar and hence can convert these customers into satisfied customers or most

satisfied customers of Big Bazaar. This activity can be carried out monthly on different days

according to the number of customers invited for dinner.

A magazine including information about Offers/Discount events of Big Bazaar was

recommended for customers. The main reason behind it is the lack of customer awarenessabout these special revenue generating Offers/Discounts of Big Bazaar. The magazine

basically includes detail explanation (reason behind these events, benefits from these

events to customers etc.) of Offer/Discounts events. The magazine will target the

positioning of these events in the mind of customers. It also includes advertisements of

Food Court and Star & Sitara Saloon at Big Bazaar. Finally the magazine has been

designed and this proposed design has been sent to Zonal Head office for further

confirmation.


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5.2 CONCLUSION

Big Bazaar is a hypermarket chain which combines the looks and feel of an Indian Bazaar. This

type of format is not new for Agra now as Big Bazaar Ratan Mall is the second store in Agra.

But the catchment area which this Big Bazaar caters to is entirely different from the one

situated at Pacific Mall. Though majority of the customers have accepted Big Bazaar for their

daily needs and are already accustomed to this organized retail format. The biggest advantage

with Big Bazaar is the closing down of Subhiksha and Spencers retail operations in Agra.

The challenge for Big Bazaar is to gradually draw customers attention from far away areas of

Agra and to sustain current growth they had in these initial months. This can be done with

superior service and best products at reasonable price offering. Another challenge is the

successful positioning of events of Big Bazaar in the mind of customers. The more familiarity

customer will have with Big Bazaar, more they can benefit from Big Bazaar, then more will bethe loyalty and hence more profits for Big Bazaar.


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CHAPTER 6

ACTIVITIES UNDERTAKEN

6.1 ACTIVITIES UNDERTAKEN SUBSEQUENT TO RESEARCH FINDINGS

There are a number of activities undertake during the course of summer internship for Big

Bazaar, Ratan Mall, Agra. These activities involve the initiatives taken during the survey

and some after the results of survey were deduce.

Following are the list of activities conducted during the course of internship:

1. Focus Group Activity: The first activity included engaging surveyed customers for

Kitty Parties/ Club Parties/ Birthday Parties at Big Bazaars Food court Chowpatty.The whole idea behind this was that if a customer, primarily ladies, will be

influenced for conducting a Kitty/Club/Birthday party or any other social group

activity, then this will boost word of mouth publicity for Big Bazaar, Agra. Also it will

make other customers aware of Big Bazaar and other aspects related to it like;

Offer/discount events, different sections and finally will facilitate their shopping

experience at Big Bazaar.

There were in all 6 Kitty parties and 2-3 birthday parties conducted as a result of

survey. Also other visited customers are contacted regularly for celebrating these

parties.

Also after every party or celebration a Talk with Manager session was kept on the

approval of party members. This conversation with the manger included overall

feedback, any problems they faced, improvement areas, clearing misconceptions

etc. for party as well as Big Bazaar. This post activity after parties made them freely

interact with Manager about any minor or major problem they have faced at Big

Bazaar, Ratan Mall, Agra and will further evolve They Care positioning in the mindof customers.

2. Designing Invitation Cards: All the surveyed customers were provided with an

Invitation card. There were two invitation cards used for the survey. This Invitation

card contains Offer/Discounts for the customers, which can further


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Further Chowpatty was decided as the venue as this will give word of mouth

publicity to even far distance places of Agra. The Prizes and Certificates were distributed next Wednesday i.e.

Wednesday Bazaar again was selected for promotion and large footfall. Another event was taken as dance competition for:

Increase footfall.

Promotion of kids & toys section.

Increase sales of that section.


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Directly eats into our profits and thus affects each & thus effects each and every one of

us. While we think that our store is extremely profitable , we are actually losing precious

lakhs trough shrinkage.

Causes Of Shrinkage

Customer Theft (Shoplifting).

Employee theft.

Damages, Spoilage, Breakage.

Vendor over billing.

Paperwork errors.

Contributors of Inventory Shrinkage:

~ Employee Theft For a retail store it is a term that is used when an

employee steals merchandise, food, cash, or supplies while on the job.

Internal pilferage of this nature accounts for the biggest chunk of inventory

shrinkage.

~ Shoplifting This occurs when a person enters the store as a

customer and steals. The customers may device creative methods to steal

the products on the shop floor and by pass the security systems. However

shoplifting is more of an impulse phenomenon.

~ Paperwork errors This generally happens due to negligence in

following standard operating processes such as proper documentation and

system of inwarding & outwarding of goods.

~ Vendor Fraud This phenomenon generally takes place in

conjunction with an employee as an accomplice. The Vendor may ploy with

an


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employee and provide fraudulent inwards. i.e. under delivery or over

delivery of products.

7.1.3 Standards for preventing shrinkage

Tagging Should Be Done Keeping In Mind the following Standard Principals:-Table 9.1

Table of Standards Operating Procedures for shrinkage prevention


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Sr.No.

Category Item Detail Tag type Where

1. Apparel

Bottoms (with orwithout Loo s

All items aboveRs.299

Hard tags Seam of thearment ri ht

(Trousers, Skirts,hand side on

theShorts, Jog Pants,Denim Jeans, all inLadies, Kids andGents)

Tops

Seam of thegarment lowerright end sideof

(Blouses, shirts, All items abovethe garment allthe time.

kurtis, Rs.300T-shirts, tops)

Bottoms without BeltLoops

All items belowRs.300

Hard tags Seam of thegarment right

Bottoms with Belt

hand side ontheupper hip area

On the right Loops loop.

(Trousers, Skirts,Shorts, Jog Pants,

Denim Jeans, all inLadies, Kids andGents)

String tags

Tops pique polo t-shirts

Below Rs.300 String tags Second button

Tops blouses, Kurtiswith buttonholes

Below Rs.300 String tags Last buttonhole

Tops & tops withoutcollar

Below Rs.300 String tags Label of thegarment

Shirts Above Rs 300. Hard tags Between thesecond andthirdbuttonhole

Shirts Below Rs 300. String tags Last buttonhole

Folded t-shirts Above Rs 300 Hard Tags Right sideJAIPURIA INSTITUTE OF MANAGEMENT Page

55


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Sr.No.


Socks, briefs,handkerchiefsetc

Soft tags With the backpaper intact-inside the sock

Ties String tags On the loopbehind the tie

Belts String tags On the buckle

Ladies Scarves String tags On a foldedcorner

Belts String tags On the buckle

Ladies-Camisoles,undergarment

Above Rs.150 Hard tags On the rearstrap

Ladiesundergarments

Below Rs.150 String tags Around the rearstrap

Packed pieces Menand Women

All Soft tags On the back of the box

Luggage & Purses, handbags,pouches, sportsbags, laptop bags,portfolios, and allother bags.

Above Rs.150 Hard tagswhere everpossibleother wisestring tags

On the zip striptop right handside

Purses, handbags,pouches, sportsbags, laptop bags,portfolios, and allother bags

Below Rs.150 String tags On the strap orthrough theholein the zip topright hand side

Wallets All Softtag/Stringtag

Inside the coinpocket with theback paperon/without thestring-just thecapsule

5. LadiesAccessories

Bracelets,necklaces,

Above Rs.150 StringTags


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Sr.No.


Toy cars, boardgames, batteryoperated toys,

sports

Above Rs.75 Soft tags Behind the boxpreferably on aplastic coating

Soft toys withStitched labels

Above Rs.75 Hard tagswhere everpossibleother wisestring tags

On the label

7. Stationery All stationary items. Above Rs.100 Soft tags

8. Sports Goods Cricket bats,racquets, sportsgoods

Above Rs.150 String tags Through anyavailable hole

/on the handles

Feeding bottles,packed products,diapers

Above Rs.100 Soft tags On thepackaging orplastic cover

Adherence to Tagging norms is critical to ensure prevention of pilferage of store

inventory. Tagging must be done as per the Tagging Standard Guidelines as shrinkage of

merchandise has significant effect on the Store P& L.

There are three types of Tags:

Soft tags

Hard tags

String tags

In order to ensure that the merchandise is tagged without any damage, the TaggingStandards Principles to be strictly adhered to. Every Department Manager to get an

approval from the Store Manager for the requisition of the tags before placing an order to

the Store LPC Team for the tags required for his/her department. Based on the

Requisitions received from the Department Manager, LPC Team to ensure sufficient


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stock levels at all times. The Store LPC Team to procure the security tags from the HO

LPC Team. The Department Managers to train their staff to look for any loose or detached

tags that may be lying on the floor/Trial Room. The loose or detached tags collected to be

deposited with the LPC Team.

Security tags ensure safety of merchandise, securing these tags is a responsibility, which

plays a vital role.

While tagging soft tags on the merchandise, care to be taken to avoid smudging or hiding

statutory information as this may result in violating Labelling requirements stipulated

under Law. In order to ensure effectiveness of the Tagging Process, proper installation of

devices such as antennae at the store entrance, deactivating pads, and detachers at the

cash counter is required. LPC Team member to check the functioning of SecurityEquipment on a regular basis at the time of Store Opening.

All shop in shop will not be tagged. All apparel of thin, flimsy, synthetic fabric like chiffon,

georgettes etc should be tagged with string tags as hard tags may damage the fabric.

7.2 METHODOLOGY & MEASURES ADOPTED

7.2.1 Methodology

1. First of all a thorough study of Standard Operating Procedures(SOP) related to

shrinkage was done. Like:Shoplifting, Tagging Standards etc.

2. In order to identify all possible ways of shrinkage in sections like GM

Fashion,GM Home, BB Fashion, Food bazaar etc. a complete understanding

was taken with the help of Store Manager, Assistant Store Manager,

Departmental Manager, Team Leader, Team Members, Security Staffs etc.

3. The short term project targeted primarily Apparels(Ladies, Mens, Kids, Infants)

and Food Bazaar.

4. Tagging sheet was prepared in order to cross check the status of tagging

standards in particularly three sections ladies, mens, kids. Wherein number of

untagged articles are noted down on the sheet for the period of one week. The


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procedure was to note the number of untagged articles on a given day and these

untagged articles were informed to Team Leader or Team Member. This was done

in order to have all the articles tagged which will increase safety and decrease

shrinkage.

5. Then a cross check on alternative days was done that whether the untagged

articles were tagged or not in that particular section. If again the number of

untagged articles were found nearly same then it was reported to Departmental

Manager or Assistant Store manager.

6. Similarily in GM Home tagging standards were checked and studied with the help

of Team Leader.

7. Now for controling shrinkage at Food Bazaar a list of MB 52 stock i.e. top 52

shrinkage S.K.U was taken. This sheet of 52 stock included shrinkage S.K.U fromall the sections of Food Bazaar like Staples, FMCG Food, FMCG Non Food etc.

The motive of sheet was to calculate the variance in the Top 52 shrinkage products

and then takng control measures for these high variance products.

8. The procedure for calculating the variance or shrinkage in these top 52 products is

stated as below: The MB 52 stock sheet included coloums of Floor quantity, Warehouse quantity,

SAP quantity and Variance. Floor quantity and warehouse quantity of mentioned

products has to be filled by team members/ Employees of Food Bazaar and SAP

quantity of mentioned S.K.U. filled by Warehouse employees. Now daily the sheet was distributed to the employees of Food Bazaar section wise.

Then any employee of that section has to fill the floor quantity,warehouse quantity

of the products from their section. Like: If MB52 sheet included Himalya Face

Wash from Head To Toe section then they have to fill the floor quantity of

Himalya Face Wash and Warehouse quantity also. Then the sheet was provided to

Warehouse employees for calculating SAP quantity or System quantity of Himalya

Face Wash.


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Finally the floor quantity and warehouse quantity of Himalya Face Wash was added

and sustracted from SAP quantity. This gives the variance occurred in any

particular product or shrinkage in any given product.

7.2.2 Measures adopted

Now protective measures were taken in top vaiance products. These measures

included Soft tagging, Hard tagging etc.These measures upto an extent ensured

security lapses, Shoplifting cases etc. Some of the measures dopted are:

~ Soft tagging was done on 100 gm & 500 gm packet of Kaju,Almonds, Raisins etc as they were high shrinkage products of Food Bazaar.

~ Soft tagging was also done on the entire range of Gillete shaving

gel, Gillete After shave lotion, Lakme sunscream, Garnier Roll-on etc. Each

of these products costed above Rs.150 per unit. Damage, Pilferage or

Shoplifting of these products highly contributed in exceeding shrinkage limit. ~ Any particular highly shrinkage product was taken and was put into

the pocket under the supervisin of manager. Then exit was made from

customer exit gate for checking the security vigilance. This was done 3

alternative days in a week. ~ FA soap which was free with Philips CFLs were attached with the help

of tape. This restricted shoplifting, pilferage of FA soaps.


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Apart from the statements stated above, further recommendations were given which are

stated as under;

1) Cashiers need to be regularly trained so that they know all the new system updating

and offers also , it will help in reducing the shrinkage.

2) There should be a deadline for the new stock to be tagged

2)

3) There should be a clear specification about the packed merchandise whether they

should be tagged or not.

4) There should be a visitor I D card given to all visitors at staff entrance gate.

5) Tagging should be done in the warehouse and than only the merchandise should be

sent on the floor so that there should be no untagged article on the floor.

6) Items which cannot be tagged, there packing should be tapped properly to prevent

damage and shrinkage.

7) Items returned by the customers should be kept separately and should not be

allowed without tagging on the floor.

8) Regular training of the guards related to shrinkage is must for the store.


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A P P E N D I C E S

Appendix 1 QUESTIONNAIRE

PERSONAL INFORMATIONNAME: ADDRESS:

CONTACT: CLU B/KITTEY:

1. Have you visited BIG BAZAAR, Ratan Mall, Agra?

Yes

No

2. What is the frequency of your visit?

Once in a month

Twice in month

Thrice in a month

Every weak

3. Which is the most visited section by you? You can tick mark more than one section.

Apparels ( Mens, ladies, kids clothing )

Food and vegetable

Electronic bazaar (Microwave Owen, Juicers, Grinders, Iron)

Plastics, Utensils, crockery, Home decor etc.

Furniture Bazaar

4. Any specific reason for not visiting other sections?


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5. Hows your interaction with sale executive?

Very good

Good

Average

Below average

6.Tick mark suitable answer according to you for the following:

VERY GOOD GOOD AVERAGE BELOW AVG

SERVICE

TRUST ON BIG BAZAAR

MERCHANDISE QUALITY

7. Are you aware of:

Wednesday bazaar

Monthly Bachat Bazaar

Sabse Saste 3 Din( 26 th Jan)

5 Din Mahabachat(15 th Aug)

Yes/No

Yes/No

Yes/No

Yes/No

Yes/No

8.Any Other Feedback:

9.Any specific reason for not visiting Big Bazaar?

Appendix 2: Information Page for Customer Awareness

66


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Hum sabki hoti hai roz ki choti badi jaruratein, unhe pura karne ke liyehumkarte hai alag-alag jagah se shopping.

Kya hum iss tarah ki shopping se bachat kar patein hai???

SHAYAD NAHI.

Dhayan dijiye, hum hafte bhar ki zaruraton ke liye jate hai alag alagmarketsaur khote hai apna kimati Waqt, Petrol, Din bhar ki Urja.

bhi BIG BAZAAR se jaha sab kuch milta hai ek hi chhat ke niche.

So Dear Customers,Wednesday Bazaar kare matlab

Monthly Bachat Bazaar Every Month First 8 Days

Har mahina lata hai jaruratein, Isliye hota hai sabse jayda kharchamahine ki shuruwat mein.

Sawal hai ki har mahine ke kharcho se Kaise kare Bachat???So Dear Customers , Big Bazaar ne socha aapke liye aur shuruwatkari MONTHLY BACHAT BAZAAR ki.

Ab karidiye sabse sasta tab,

Hum Diwali, Holi, Raksha bandhan aur dusre kayi Tayohar manate hai. Lekin Aazadi Kyo Nahi?

Big bazaar inn sabke saath manata hai aapki aazadi ko bhi, ji haan 26th January par Big Bazaardeta hai aapko SABSE SASTE 3 DIN aur 15 th August ko 5 DIN MAHABACHAT ke taki aapko milsake apne liye khul kar kharidne ki Aazadi.

So Dear customer, Aayein Big Bazaar aur l e jaye Daily household needs ke food items aur groceryse lekar apparels, footwear, toys, luggage,kitchenware, bed and bath ware, home dcor,furniture,

JAIPURIA INSTITUTE OF MANAGEMENT


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Appendix 3(a): Invitation Card front face


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Appendix 3(b): Invitation Card back face


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BIBLIOGRAPHY

www.bigbazaar.com
http://www.bigbazaar.com/http://www.bigbazaar.com/


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www.futurebazaar.com

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

www.pantaloon.com

http://business. mapsofindia.com/india-retai l-industry

www.ibef.org/industry/retail.aspx

http://www.economywatch.com/business-and-economy/i ndian-retail-

industry.html
http://www.futurebazaar.com/http://en.wikipedia.org/wiki/Big_Bazaarhttp://www.pantaloon.com/http://business.mapsofindia.com/india-retaihttp://business.mapsofindia.com/india-retaihttp://www.ibef.org/industry/retail.aspxhttp://www.economywatch.com/business-and-economy/ihttp://www.economywatch.com/business-and-economy/ihttp://www.futurebazaar.com/http://en.wikipedia.org/wiki/Big_Bazaarhttp://www.pantaloon.com/http://business.mapsofindia.com/india-retaihttp://www.ibef.org/industry/retail.aspxhttp://www.economywatch.com/business-and-economy/i

Documents

Final Rep-Ankit Baghel