“A PROJECT REPORT” on

“ORGANISATION STUDY carried out at

BIG BAZAAR, Bangalore”

This project report is submitted in partial fulfillment for the

Requirement of “Master of Business Administration”

Submitted By:

HARSHA B.N(08KXCM6065)

SURANA COLLEGECENTER FOR POST GRADUATE STUDIES

#17 KENGERI SATELLITE TOWNBANGALORE – 560060

Bangalore University during the year 2009-2010

Internal Guide: External Guide:

Mr. Ramnath. H.R Mr. Karthik Asst Prof Dept of MBA Sales Manager Surana PG Centre Big Bazaar Banashankri

SURANA PG CENTRE

Declaration

I BN. Harsha bearing Reg No 08KXCM6065 do hereby declare that

the Project entitled “Organization Study” carried at “Big Bazaar”,

Bangalore is an original work carried out by me under the guidance

of Prof Ramnath H.R and has not been presented earlier for any other

University for the award of degree in “Master of Business

Administration” of Bangalore University.

Place: Bangalore B.N HARSHA

Date: (08KXCM6065)

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ACKNOWLEDGEMENT

The successful accomplishment of any task is incomplete without

acknowledging the contributing personalities who both assisted and inspired

and lead us to way of success.

At the outset, I would like to express my deep sense of gratitude and sincere

thanks to Dr. V. PRABHUDEV. Director, Surana College P.G Centre,

Bangalore, for providing an opportunity to discover the corporate world from a

close perspective.

I also thank Asst Prof. Ramnath H.R , my internal guide for this project to

whom I am deeply grateful for his constant support and guidance without which

it would not have been possible for me to complete this project .

I take this opportunity to extend my sincere gratitude to Mr. Karthik, Sales

Manager for giving me an opportunity to undertake internship project in the

esteemed organization and for making it a wonderful experience.

I convey my gratitude to all the staff of “BIG BAZAAR” for their kind

cooperation throughout my project. I would also like to thank everyone who

contributed in any manner to this project.

Finally, I thank my dearest PARENTS, FRIENDS for their continued support.

B.N. HARSHA

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Introduction

Industry Profile

Company Profile

Company History

Future Group Vision and Mission

Organization Chart

Product Profile

Functional Departments:

1) HR Dept

2) Finance Dept

3) Marketing Dept

4) Logistics Dept

5) Sales Dept

6) Customer Service Desk

7) Admin Dept

SWOT Analysis

Findings & Conclusions

Bibliography

01-03

04-06

07-16

17-19

20-23

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25-36

37-43

44-48

49-52

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Table of Table of ContentsContents

Chapter-1

INTRODUCTION

1.1 Background of the study

Organisation is set of people working together for accomplishment of a common

objective. The roles and responsibilities are stated clearly without any ambiguity.

The positions occupied by different individuals are presented in the form of

organisation chart. Organizational structure is essential for continuity of the mission

& co-ordinates & controls the business activities. Organization helps management

to perform its actives effectively, optimum use of technological improvement growth

& diversification, creatively, effective use of physical resources & HR.

1.2 Need for the Study

This study is taken up to fulfill the requirement of M.B.A degree course of

Bangalore University. The training is undertaken during July 2009 to August

2009 and the main purpose of the training is to know the application of the

theoretical aspects in our course in the corporate environment and gain

firsthand experience and expose ourselves to corporate policies, ethics, culture,

practices, procedures, facts about the work culture and policies of the

company.

1.3 Objectives of the study

• To understand the organization structure or hierarchy of the company.

• To understand the working of the various departments.

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

• To understand the various responsibilities and duties carried out by each

department.

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• The study is aimed at understanding how an organization practically works

in the real situation.

1.4 Scope of the Study

• This report is based on the study conducted at Big Bazaar, Bangalore.

• It aims at understanding the company’s establishment, organization

structure, departments, techniques, marketing strategies and the advantages

it is having over the competitors.

• An attempt is made to analyze the company’s performance in comparison to

the theoretical aspects.

• It aims to understand the skills of the company in the areas like

technological advancements, competition and in management.

1.5 Limitation of the Study

Time limit is a major constraint.

As per the company rules many information was not disclosed

As the managers are busy in their daily schedules it is not possible for us

to spend more time in interaction and discussion with them.

1.6 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.

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1.7 Sources of Data

• Primary data

• Secondary data

1.7(a) Primary Data

The data collected for the first time through observation and interview method.

The data is collected by observing the working of various departments and also

by interviewing the managers of all the departments. It is also obtained by the

help of staff members.

1.7(b) Secondary Data

The data is collected by secondary sources also. The data is

collected through company manual, product brochure, company website and

annual report.

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Chapter-2

INDUSTRY PROFILE

Retail is India’s largest industry, accounting for over 10 percent of

the country’s GDP and around 8 percent of the employment. Retail

industry in India is at the crossroads. 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, break even is difficult to achieve and many of these

players have not tasted success so far. However the future is

promising; the market is growing, government policies are

becoming more favourable and emerging technologies are

facilitating operations.

Retailing in India is gradually inching its way toward becoming the

next boom industry. The whole concept of shopping has altered in

terms of format and consumer buying behaviour, ushering in a

revolution in shopping in India. Modern retail has entered India as

seen in sprawling shopping centres, 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

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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 India’s largest industry accounting for over 10 percent

of the country’s GDP and around 8 percent of the employment

• The market size of Indian retail industry is about US $312

billion.

India’s Consumption Cosmos

During the past decade, Private Final Consumption Expenditure has

been the key driver of economic growth in India.

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The $350 Billion Consumption spending provides the single biggest

business opportunity in India and is divided into some key

categories led by food, fashion and home products.

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Chapter-3:

Company Profile

Mr Kishore Biyani

CEO, Future Group

Pantaloon Retail (India) Limited is India’s leading retailer that

operates multiple retail formats in both the value and lifestyle

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segment of the Indian consumer market. Headquartered in Mumbai,

the company operates over 12 million square feet of retail space,

has over 1000 stores across 71 cities in India and employs over

35,000 people.

The company’s leading formats include Pantaloons, a chain of

fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain,

Food Bazaar, a supermarket chain, blends the look, touch and feel of

Indian bazaars with aspects of modern retail like choice, convenience

and quality and Central, a chain of seamless destination malls. Some

of its other formats include Depot, Shoe Factory, Brand Factory,

Blue Sky, Fashion Station, Mobile Bazaar and Star Sitara (Beauty

clinic). The company also operates an online portal,

Futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited,

operates Home Town, a large-format home solutions store, selling

home furniture products and E-Zone focused on catering to the

consumer electronics segment.

Pantaloon Retail was awarded the ‘International Retailer’ of the Year

2007, by the US-based National Retail Federation, the largest retail

trade association and the ‘Emerging Market Retailer’ of the Year

2007 at the World Retail Congress in Barcelona.

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Pantaloon Retail is the flagship company of Future Group, a business

group catering to the entire Indian consumption space.

The group’s subsidiary companies include, Home Solutions Retail

India Ltd, Pantaloon Industries Ltd, Galaxy Entertainment and Indus

League Clothing.

CORPORATE GOVERNANCE REPORT

Corporate Governance indicates transparency, accountability and

reliability on any organisation.

One of the core missions of the organisation is to achieve excellence

in all spheres, be it profitability, growth in market share, superior

quality of products and services to the satisfaction of the stakeholders

through an efficient and effective code of governance.

We aim at providing fairness, clarity and transparency in all our

dealings and increasing the value of all stakeholders of the Company.

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Future Group

Future Group, led by its founder and Group CEO, Mr. Kishore

Biyani, is one of India’s 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 35,000 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.

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In 2008, Big Bazaar opened its 100th store, marking the fastest ever

organic expansion of a hypermarket. The first set of Big Bazaar

stores opened in 2001 in Kolkata, Hyderabad and Bangalore.

The group’s speciality 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.

Future Capital Holdings, the group’s financial arm provides

investment advisory to assets worth over $1 billion that are being

invested in consumer brands and companies, real estate, hotels and

logistics. It also operates a consumer finance arm with branches in

150 locations.

Other group companies include, Future Generali, the group’s

insurance venture in partnership with Italy’s Generali Group, Future

Brands, a brand development and IPR company, Future Logistics,

providing logistics and distribution solutions to group companies and

business partners and Future Media, a retail media initiative.

The group’s presence in Leisure & Entertainment segment is led

through, Mumbai-based listed company Galaxy Entertainment

Limited. Galaxy leading leisure chains, Sports Bar and Bowling Co.

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and family entertainment centres, F123. Through its partner

company, Blue Foods the group operates around 100 restaurants and

food courts through brands like Bombay Blues, Spaghetti Kitchen,

Noodle Bar, The Spoon, Copper Chimney and Gelato.

Future Group’s joint venture partners include, US-based stationery

products retailer, Staples and Middle East-based Axiom

Communications.

Future Group believes in developing strong insights on Indian

consumers and building businesses based on Indian ideas, as

espoused in the group’s core value of ‘Indianness.’ The group’s

corporate credo is, ‘Rewrite rules, Retain values.’

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CONSUMPTION COSMOS

The retail formats are geared to capture Consumption Spending in key

categories in both value and lifestyle segment. And specialised businesses

backed by capital and investments in developing the necessary consumption

infrastructure is helping build a consumption ecosystem.

This empowers Pantaloon Retail to build a comprehensive business model that

can capture a dominant share of the single biggest business opportunity in

India - the consumption space.

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Board of Directors

Mr. Kishore Biyani

Managing Director

Mr. Gopikishan Biyani

Wholetime Director

Mr. Rakesh Biyani

Wholetime Director

Mr. Shailesh Haribhakti

Director

Mr. S. Doreswamy

Director

Dr. Darlie Koshy

Director

Mr. Anil Harish

Director

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Ms. Bala Deshpande

Director

Mr. Vijay Kumar Chopra

Director (Appointed w.e.f. 24-07-2008)

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Organization Profile

“Nobody Sells Cheaper and Better”

Big Bazaar is a chain of department stores in India currently with 100 outlets.

It is owned by Pantaloon Retail India Ltd, Future Group. It works on the same

economy model as Wal-Mart and has been successful in many Indian cities and

small towns. The idea was pioneered by entrepreneur Mr. Kishore Biyani, the

CEO of Future Group. Currently Big Bazaar stores are located only in India. It

is the fastest growing chain of department stores and aims at having 350 stores

by 2010.

Big Bazaar has democratized shopping in India and is so much more than a

hypermarket. Here you will find over 170,000 products under one roof that

cater to every need of a family, making Big Bazaar India’s favourite shopping

destination.

At Big Bazaar, you will get the best products at the best prices—this is our

guarantee. From apparel to general merchandise like plastics, home

furnishings, utensils, crockery, cutlery, sports goods, car accessories, books and

music, computer accessories and many more. Big Bazaar is the destination

where you get products available at prices lower than the MRP, setting a new

level of standard in price, convenience and quality.

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If you are a fashion conscious buyer who wants great clothes at great prices,

Big Bazaar is the place to be. Leveraging on the company’s inherent strength

of fashion, Big Bazaar has created a strong value-for-money proposition for its

customers. This highlights the uniqueness of Big Bazaar as compared to

traditional supermarkets, which principally revolve around food, groceries and

general merchandise.

Big Bazaar has clearly emerged as the favourite shopping destination for

millions of its customers, across the country, its success is a true testament to

the emotional bonding it has established with the Indian customer , on account

of its value offerings, inspirational appeal and service levels. We believe Big

Bazaar is a true pan-Indian model that can enter into most towns in India and

democratize shopping everywhere.

25, 26 and 27 January, 2009... India’s Sabse Sasta Din

The acceptance and loyalty that Big Bazaar has garnered over the years was

well evident on 26 January 2009.

On the day India celebrates its Republic Day; the company honoured the

consumer by calling it the ‘Maha Savings Day’. Shoppers at all Big Bazaar and

Food Bazaar outlets across the country were offered products at prices never

heard before in the history of shopping.

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The offers were spread across categories from electronics to utensils, from

apparel to furniture and food. This event received tremendous response from the

regular and an entirely new set of shoppers, which resulted in nearly 2 million

people visiting the stores on that day. And most stores were able to post record

sales for a single day.

Company History

1987 Company incorporated as ‘Manz Wear Private Limited’. Launch of

Pantaloons trouser, India’s first formal trouser brand.

1991 Launch of BARE, the Indian jeans brand.

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

1994 The Pantaloon Shoppe – exclusive menswear store in franchisee

format launched across the nation. The company starts the

distribution of branded garments through multi-brand retail outlets

across the nation.

1995 John Miller – Formal shirt brand launched.

1997 Company enters modern retail with the launch of the first 8000

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square feet store, Pantaloons in Kolkata.

2001 Three Big Bazaar stores launched within a span of 22 days in

Kolkata, Bangalore and Hyderabad.

2002 Food Bazaar, the supermarket chain is launched.

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

2005 Group moves beyond retail, acquires stakes in Galaxy Entertainment,

Indus League Clothing and Planet Retail.

Sets up India’s first real estate investment fund Kshitij to build a

chain of shopping malls.

2006 Future Capital Holdings, the company’s financial is formed to

manage over $1.5 billion in real estate, private equity and retail

infrastructure funds. Plans forays into retailing of consumer finance

products.

Home Town, a home building and improvement products retail chain

is launched along with consumer durables format, Ezone and

furniture chain, Furniture Bazaar.

Future Group enters into joint venture agreements to launch

insurance products with Italian insurance major, Generali.

Forms joint ventures with US office stationery retailer, Staples.

2007 Future Group crosses $1 billion turnover mark.

Specialised companies in retail media, logistics, IPR and brand

development and retail-led technology services become operational.

Pantaloon Retail wins the ‘International Retailer of the Year’ at US-

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based National Retail Federation convention in New York and

‘Emerging Retailer’ of the Year award at the World Retail Congress

held in Barcelona.

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

2008 Future Capital Holdings becomes the second group company to make

a successful Initial Public Offering in the Indian capital markets.

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

ever expansion of a hypermarket format anywhere in the world.

Total operational retail space crosses 10 million square feet mark.

Future Group acquires rural retail chain, ‘Aadhar’ present in 65 rural

locations.

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Future Group’s Vision

“To Deliver Everything, Everywhere, Every time, to Every Indian

Customer in the most profitable manner.”

One of the core values at Future Group is, ‘India ness’ and its

corporate credo is – “Rewrite rules, Retain values.”

Future Group’s 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 trendsetters in evolving delivery formats, creating

retail realty, making consumption affordable for all customer

segments – for classes and masses.

• We shall infuse Indian brands with confidence and renewed

ambition.

• We shall be efficient and, cost-conscious and committed to quality

in whatever we do.

• We shall ensure that out 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 and Nurturing Relationships: to build long term

relationships.

Simplicity & Positivity: Simplicity and 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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Future Plans

The Company would continue to pursue its aggressive growth to

strengthen its position as a leading player in the consumption space

in India, with an aim to capture increasing share of the consumer’s

wallet. The Company would continue with its expansion plans and

would continue to increase its presence on a pan-India basis by

opening more retail outlets in tier 2 and tier 3 cities and by further

strengthening its position in key metro cities.

The Company has planned to increase its operating retail space

from around 8 million square feet currently to around 12 million

square feet by FY08-09. The various subsidiary companies of the

Company, which have been created to cater to various consumption

categories, are currently in initial set-up phase. Most of them will

come into their own, pursuing aggressive growth plans to achieve

scale and garner increasing market share. The Company will also be

able to unlock value out of these businesses by listing these

subsidiary companies, and partnering with strategic partners in

them, at an appropriate time.

The Company, operating in the consumption space, has added IT

services and education to its portfolio of businesses, apart from the

existing consumer finance, insurance, media, logistics and brand

businesses. All these businesses will help in capitalizing on the

synergies with the retail business to further enhance shareholder’s

wealth.

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Retail Footprint

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Chapter-4

Organization Chart

Different products dealt in Big Bazaar

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Asst Store Manager

Store Manager

Asst DM

Dept Manager

Team Leader

wre

Team Member

CSD

HR Manager

Visual Merchandising

Asst DM

Administration

Maintenance Maintenanc

House keeping

Info

Security

Marketing

Sales Manager

Cashier

a) Depot

1) General books

2) Office stationary

3) Children stationary

4) Film VCD’s & DVD

b) NBD (New Business Development)

1) Watches

2) Fashion Jewellery

3) Sunglasses

4) Auto accessories

5) Car audio systems

c) Gold Bazaar:

Navras Gold Jewellery

(This is a separate unit not related to Big Bazaar they share profits on percentage basis).

d) Mobile Bazaar :

1) All kinds of mobile handsets ranging from Rs 1000 to Rs 25000 of different companies.

2) All mobile accessories

3) All major prepaid sim cards

4) All post paid connections

5) Cordless phones & landline phones.

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e) Star Sitara:

1) Cosmetics

2) Fragrances

3) Herbals

4) Pharmaceuticals

f) Shringar :

1) Bangles

2) Jewellery sets

3) Bracelets

4) Hair Accessories

5) Bindies

6) Chins

Plastics, Utensils, Crockery (PUC)

g) Plastics:

1) Buckets

2) Casseroles

3) Containers

4) Boxes

5) Flasks

6) Bowls

7) Jugs & sippers

8) Bottles & Mugs

h) Utensils :

1) Plates, Bowls, Glasses

2) Non stick Cookware’s

3) Kitchen Tools

4) Tiffin Boxes

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i) Crockery:

1) Crockery cutlery

2) Table Materials /Napkins

3) Dinner sets

4) Wine, Juice Glasses

j) Luggage :

1) Travel bags

2) Trolleys

3) School & College Bags

4) Ladies purse & bags

5) Suitcase

Apparels Department

a) Ladies Wear :

1) Sarees

2) Dress Materials

3) Under garments

4) Nightwear

5) Western wear’s

b) Men’s Wear :

1) Formal Shirts & Pants

2) Casual Shirts & Pants

3) Party Wears

4) Fabrics [cut pieces]

5) Other Accessories

6) Suits & Blazers

7) Levi’s Signature Garments

8) Ties

9) Jeans Pants

10)Belts, Handkerchiefs

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Kid’s Department:

c) Infants Section:

1) Shirts

2) Baniyans

3) Jhabas

4) Vests

5) Bibs feedings

6) Bed items

7) Baba suits, Frocks

8) Diapers, Pampers

9) Other baby accessories

d) Boy’s Section :

1) T-shirts, trousers, jeans

2) Cotton shirts, Codraw pants

3) Ethnic wears

4) Co-ordinates

5) Rain coats

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a) Girls Section:

1) Cotton Frocks

2) Ethnic wears

3) Co-ordinates

4) Western wears

5) Sweaters

f) Toys Department:

1) Soft Toys

2) Board games

3) Dolls

4) Educational toys

5) Remote Cars , bikes

6) Sports items: Cricket bats, balls, badminton & tennis rackets, hockey bats etc

7) Cycles

8) Carrom Board

a) Footwear Department :

1) Sports shoes

2) Casual shoes

3) Formal shoes

4) Men’s sandals

5) Ladies sandals

6) Ladies casuals

7) Ladies Fancy slippers

8) Children shoes

9) Children sandals

b) Furniture Bazaar:

1) Dining Table

2) Bedroom Accessories

3) Hall Accessories (Sofa sets, Chairs, Tables etc)

4) Mattresses

5) Computer Table

6) Dressing Table

7) Wardrobe, Almirah etc

c) Home Linen Department:

1) Bed sheets, Bed spreads, Pillows, Pillow covers Blanket etc

2) Towels, napkins, Yellow duster

3) Curtains, Mats, Table mats, mosquito nets etc

4) Carpets, Cushion covers, Razai Footmats, etc

5) Shopping bags, Fridge covers, Washing machine covers, Micro woven covers, T.V covers, Saree covers, C.D Pouch, Shoe Covers etc

e) Personal Care:

1) Bath Soaps, Toothpaste,

d) Home Decor:

1) Flower Vase

2) Artificial Flowers

3) Candle stand

4) Umbrellas

5) Photo Frames

6) Frame & Wall Paintings

7) Assorted Color Stones

8) Water Falls (artificial)

9) Birthday items

Food Bazaar

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a) Beverages:

1) Soft drinks

2) Mineral water

3) Health drinks

4) Fruit Juices

5) Frozen items

b) Staples Dept :

1) Dals, Rice, Wheat, Ragi etc,

2) Atta, Rava items, Sugar, Salt etc

3) Cooking Oils, Masala items

4) Dry fruits

5) Ready to cook foods & mixes

6) Spices

7) Breakfast Cereals

c) Fruits & Vegetables:

All kinds of fruits and vegetables at the lowest prices.

d) Process Dept:

1) Health drinks

2) Ready to eat

3) Corn flakes, Chips

4) Soups, Bread items, Pickle

5) Instant mixes

6) Spreads

e) Confectionaries:

1) All kinds of Chocolates and Confectionaries.

2) Cakes and other sweets

Home Care:

1) Phenyl, Detergents etc1) Washing powder etc2) Dish wash, Tissue papers3) Scratch, Shoe cases, Fresh wrap

Electronic Bazaar

1) Televisions, DVD Players

2) Home Theatre Systems, Audio

Systems

3) Refrigerators

4) Washing Machines

5) Microwave Owen

6) Mixers, Irons & Grinders

7) Computers, Laptops, Printers &

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Computer accessories

8) Juicers etc

Famous Brand Of Big Bazaar:

Big Bazaar has gradually introduced private labels in fashion over the last

few years. Every year, new, private labels are introduced to increase their

share over other brands. These are known as ‘In House brands’ which

are exclusively promoted by Big Bazaar in its stores.

It is very important to promote and sell these brands aggressively, since they

contribute to higher margins thereby contributing heavily to the bottom line.

Knighthood

It is the men’s formalwear brand with arrange that includes formal shirts,

trousers, suits, blazers and basic men’s accessories like ties and

handkerchiefs.

DJ&C

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India’s cool answer to international brands is positioned for the 20-35 year

age group. It targets both men and ladies and the range includes designer

denims, casuals, street-wear.

DJ&C Sports

This is a unisex sportswear range for the age group of 20-40 years.

Shatranj

The men’s ethnic wear range consists of kurtas, kurta pyjamas sets and

sherwani sets.

Shyla

True to its tagline ‘what women want’, Shyla offers a complete range of

formal/ semi-casual line of ladies tops, trousers, skirts, etc.

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Srishti

The complete ethnic wear range offering a range of traditional designs for

ladies encompasses both salwar kameez sets and mix & match/ fusion wear.

Pink & Blue

The kids’ brand range created to celebrate the spirit of childhood, has the blue

range for boys and pink for girls. There is an infant line also available as well.

Pink & Blue covers the entire apparel needs of kids across t-shirts, shirts,

jeans, trousers, shorts, dresses and ethnic-wear/ occasion-wear.

STUDIO NYX

It is a range of men’s party wear.

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CTEE

Men’s T- shirts

Business Description:

Pantaloon Retail (India) Ltd. The company’s principal activity is to operate

chain retail stores in names of Big Bazaar, Food Bazaar, Central and

Pantaloons. The Big Bazaar is the discount store, which offers a wide range

of products under one roof. The products include apparels and non-apparels

such as utensils, sports goods and footwear. The company also has its

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presence into gold retailing by launching Gold Bazaar. The company’s Food

Bazaar provides a range of food and grocery products ranging from fresh

fruits and vegetables, staples, FMCG products and ready to cook products.

The Central offers a chain of stores including books and music stores, global

brands in fashion, sports and lifestyle accessories, grocery store and

restaurants. The Pantaloon retail stores focus largely on apparels and

accessories.

Departmental Managers:

There are 28 departments in this store like Electronic dept, Depot dept,

Mobile Bazaar, Star Sitara dept, Plastic, Utensils & Crockery (PUC) Dept,

Ladies Dept, Men’s Dept, Furniture Dept, Footwear Dept, Home Decor Dept

etc. Each department will be assigned with targets which have to be achieved

within the assigned period that may be of daily, weekly, monthly and yearly.

Each department has a Department Manager (DM) & Assist DM. Their job is

concerned mainly with sales. They look after customer’s orders delivery, post

sale service if any etc. All Dept managers, ADM, team members work under

coordination and cooperation.

Chapter-5

Functional Departments:

1.Human Resource Department

The HR department of Big Bazaar is very dynamic. Employees are the biggest

strength and asset of any organization and the HR dept realises this very well.

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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 programmes for all the

employees.

Currently Big Bazaar Banashankri is employing 220 full time and 60 part time

employees. There are two shifts for the employees. The first shift employees

arrive at 10AM 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).

The following are the main sources through which Big Bazaar recruits its

employees.

a) Consultancy Services:

For top level management, employees are recruited through private

consultants. They are usually appointed as Departmental Managers.

b) Walk-ins :

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Sources of Recruitment

This is the main source through which Big Bazaar recruits its employees.

People seeking job usually themselves approach the HR department for job

vacancy. Employees usually selected from this source are appointed at the

entry level as team members.

c) Employee Referrals:

This is the other main source through which employees are selected.

Candidates who have given their previous employer as referrals are first

interviewed and from their previous employer, opinion is taken about their

behaviour and performance in the job. If they receive a positive opinion from

their previous employer they are selected.

d) Campus Recruitment:

Young people bring new ideas and fresh enthusiasm. Therefore Big Bazaar

visits some of the reputed educational institutions to hire some of the most

talented and promising students as its employees.

Selection Procedure

The following is the selection procedure that the HR department practices to

hire its employees.

i. Interview:

For entry level jobs, the candidates are interviewed by a HR person.

They are asked a few basis questions about their education, previous work

experience if any, languages known etc. This is done to evaluate the

candidate’s ability to communicate freely and also other skills.

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ii. Psychometric Tests:

For higher and top level jobs, candidates are asked to answer a few questions

which basically test their sharpness, analytical ability, ability to handle stress,

presence of mind etc. This is done as Managers are required to work under

stress all the time and still maintain a cool head to make some vital decisions.

iii. Group Discussion:

In campus recruitment students are involved in a Group Discussion, where

they will be given a topic on which the group has to deliberate, discuss and

arrive at a solution or a decision which is accepted by the whole group.

Along with the G D they are also given a written aptitude test.

Finally a formal interview will be conducted to assess the overall skills of the

student.

Induction:

New employees selected will be given a 13 day induction and training

program. They will be given information about the company’s 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 6 months.

After this period the HR period along with the department manager will review

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the performance of the employee. If the employee’s performance is good and

encouraging, the employee’s services will be confirmed.

Compensation & Rewards:

The employees are rewarded suitably with attractive pay packages.

The salary of an employee includes basic pay. HRA, special allowance,

PF,ESI, Mediclaim etc.

Annual bonus will be given at the time of Diwali.

The employees and their dependents are also entitled for medical treatment in

recognised hospitals with cashless hospitalisation with whom the company has

tie-ups.

If a hospital is not recognised, the amount spent by the employee will be

reimbursed.

Along with these all the employees are given a card known as ‘Employee

Discount card’ (EDC) through which they can buy any product at Big Bazaar

at a special discount of 20-30 %.

Leaves and other rules:

An employee during his probationary period is entitled for 7 days of leave.

A confirmed employee is entitled for 30 days of leave in a year.

There is only one type of leave the employees can take which is known as All

Purpose Leave (APL).

All the employees will be given identity cards which they have to wear and

also swipe while at the time of entering and leaving the Store.

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Performance Appraisal:

The HR department conducts performance appraisal of all the employees

annually in the month of April.

Based on their performance increments will be given in their pay.

In addition to this if an employee achieves or exceeds the target given to along

with their team members will be provided with attractive cash and other

incentives.

Training & 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 for 20 days in a year spread over different

periods.

‘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.

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Work Culture at Big Bazaar:

At Pantaloon Retail, Empowerment is what you acquire and Freedom at Work

is what you get. We believe our most valuable assets are our People. Young in

spirit, adventurous in action, with an average age of 27 years, our skilled &

qualified professionals work in an environment where change is the only

constant.

Powered by the desire to create path-breaking practices and held together by

values, work in this people intensive industry is driven by softer issues. In our

world, making a difference to Customers’ lives is a Passion and performance is

the key that makes it possible. Out of the Box thinking has become a way of

life at Pantaloon Retail and living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloon Retail.

Leadership is the quality that motivates us to never stop learning, stretching to

reach the next challenge, knowing that we will be rewarded along the way. In

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the quest of creating an Indian model of retailing, Pantaloon Retail has taken

initiatives to launch many retail formats that have come to serve as a

benchmark in the industry. Believing in leadership has given us the optimism

to change and be successful at it. We do not predict the future, but create it.

At Pantaloon Retail you will get an opportunity to handle multiple

responsibilities, and therein, the grooming to play a larger role in the future.

Work is a unique mix of preserving our core Indian values and yet providing

customers with a service, on par with international standards.

At Pantaloon you will work with some of the brightest people from different

spheres of industry. We believe it’s a place where you can live your dreams and

pursue a career that reflects your skills and passions.

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2 . Finance Department

Finance is the life blood of any business. The South Zone Head office located

at Jayanagar, performs most of the financial functions and therefore the

Finance department of Big Bazaar, Banashankri performs a few basic

functions, such as preparing the Store’s ‘Income and Expenditure Statement’

giving full particulars of all items.

It also prepares the budget for expenditure at various levels on different items.

This department is also responsible for deciding and giving the weekly,

monthly and yearly sales targets and the margins for all the departments

separately.

The Finance department is also responsible for collecting and depositing the

cash received in the company’s bank account daily.

Review of Performance:

The company crossed $1 billion turnover mark during the year under review,

having recorded a robust growth in both the topline as well as in bottom line.

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Income from operations went up from Rs.3236.74 Crores in FY06-07 to

Rs.5048.91 Crores in FY07-08, recording a growth of 55.98 percent.PBDIT

stood at Rs.464.29 Crores in FY07-08, an increase of 113 percent over the

preceding year. PAT for FY07-08 was Rs.125.97 Crores. This amounts to an

increase of 111 percent over the preceding year as the Net Profit of Rs.119.99

Crores in FY06-07 included an extraordinary income, of profit from sale of

investments, of Rs.88.87 Crores.

The Company increased its retail presence from around 5 million square feet in

42 cities to approximately 8 million square feet in 63 cities during FY07-08.

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3 . Marketing Department

Marketing concept is a customer orientation backed by integrated marketing

aimed at generating customer satisfaction as the key to satisfying

organizational goals. For a firm in order to implement the marketing concept it

has to focus its attention on the consumer, ascertain his/her needs, discuss and

wants before

Every Brand appeals to individual customers in different ways. Good customer

service is the life blood of any business. Good customer service is all about

attending to existing and potential customers. This maintaining good

relationship with the customers is the key to business success and hence the

concept relationship marketing.

Traditionally, marketers have located their target market segments, presented

their offer, and made the sales. It's always been a single step process.

Relationship marketing looks at customers and clients over a longer term. It

takes into account the lifetime value of a customer.

Many experts think it costs anywhere from six to ten times as much, to find a

new customer, than to sell to an existing one. With those financial realities in

mind, the approach makes some sense, and some real dollars.

Relationship marketing is based on the idea that people prefer to do business

with people who they know and like. After all, it's easier to buy from a friend,

than from someone you've never heard of before. It's a matter of building trust.

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It's said that people need to hear an offer at least seven times before they buy.

That concept certainly works against the single step marketing method.

The Marketing department is responsible for marketing of Big Bazaar’s

products through different media like TV, radio, newspapers, banners, placards

etc.

The marketing department has to decide and identify the most effective

medium to attract the customers to Big Bazaar thereby increasing the sales.

The department has to design creative and attractive advertisements through

which the company’s products can be promoted to the customers.

The company has to visit different companies and has to enter in tie-ups for all

its advertisement campaign.

The marketing department also consists of another separate department which

is known as ‘Visual Merchandising’.

Visual merchandising is an art by which a retailer makes the store talk to its

customers. The colours, signage, lights, look and feel, everything is taken into

account. It is very important to figure out what is the story, the picture, the idea

that is being sold to the customers.

Another concept that was incorporated in Big Bazaar from the beginning was

that of ‘Category management’ as opposed to the brand merchandising practice

that is followed by many retailers. Category management is based on the belief

that a customer walks into a store looking for party shirt or a formal trouser,

rather than a particular brand. Therefore the store is designed according to the

categories like men’s formal wear, women’s western wear or a casual wear, etc.

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Within the organisation too, teams were divided according to the categories

that they managed, rather than the brands.

Big Bazaar wanted to have a complete bouquet of products in each category at

different price-points, design, fabric, size and colour. The objective was to

create ‘traffic drivers’ within the Store rather than make brands compete with

each other. Focussing on categories also helped to achieve a level of perfection

within the specific segments.

This department is responsible for the attractive product arrangement in the

Store with respect to their nature. The basic function of this department is it

divides the Store into some departments based on the nature of the product and

also within the department it decides how the products should be arranged

keeping in mind the customers taste. It also arranges the products to attract the

customers and also ensure easy availability of products.

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Customers enjoying their shopping experience

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4 . Logistics

Logistics is a very important department of Big Bazaar. It is responsible for

procuring the stock of all the products of the different departments.

The logistics department receives the goods from the warehouse.

The Warehouse of Big Bazaar for the entire South zone is located at Hosakote,

Karnataka.

The logistics department receives the stock of different goods and verifies the

quantity and quality of the goods with the particulars given in the ‘Goods

Received Statement’ which it receives along with the stock.

Then it checks for any damage in the stock received. If there is no damage in

the stock, after recording it in the ‘Stock Inward Register’ despatches the

goods to the respective department taking the signature of the Departmental

Manager.

On the other hand if there is a damage in the goods or if the goods do not

match the details given in the Goods Received Statement, it enters in the Stock

Outward Register and sends it back to the warehouse along with a Goods

Returned Note giving full information regarding the reason for returning back

the goods and the defect or damage in the goods.

The logistics department receives two truck loads of stock every day. It is the

respective departmental Managers who place an order to the Zonal head office

through e-mail for stock of goods when they feel that the stock has to be

replenished.

The logistics department works in complete coordination with all the other

departments to ensure that the stocks are received and maintained properly

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continuously for the smooth functioning of Big Bazaar and avoid any

inconvenience to the customers.

5 . Sales Department

This department is responsible for the collection of sales amount i.e., cash

sales. There are in all 25 cash counters in the Store. There is a Head Cashier to

whom all the cahiers report and submit the total sales amount collected

throughout the day by the cashiers. In addition to cash all leading credit and

debit cards are accepted at no extra charge. Also Big Bazaar vouchers and

Sodexho coupons are also accepted.

A cashier at the time of opening his billing counter will be given an opening

balance of Rs.1000. The cashier has to ensure that all the offers applicable on

respective products are given to the customer in his/ her bill. Also if any free

items are given on some purchases, it should be informed to the customer

clearly.

After the billing is done, the cashier has to pack the products neatly in a plastic

cover according to the customer’s needs.

At the time of closing the billing counter, the cashier has to give a statement of

cash, with all particulars of different denominations of cash, amount collected

through credit cards, amount collected in debit cards, amount collected in

Sodexho coupons & Big Bazaar vouchers and also amount collected through

Credit Notes.

Wednesday Bazaar is a very important and popular event in Big Bazaar. Every

Wednesday fabulous offers and great discounts are given on most of the

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products. Customers arrive in large numbers as they realise that it is on

Wednesday that products are offered at the lowest prices.

Recently Big Bazaar Banashankri celebrated its 8th anniversary. Big Bazaar

celebrated this occasion by having the 8th anniversary sale from 12-16th July.

Good discounts and offers were provided on products to celebrate this occasion

along with the customers who were the prime reason for its success.

On Saturday and Sunday also the customer turnout is high, as it is on the

weekends that most of the customers find time for shopping. They arrive along

with their family to enjoy the shopping experience. Good discounts and offers

are also provided to attract more number of customers.

Retailing is not just about selling products —it is about selling an idea. Why do

people in shop when they are bored or depressed? It is not just because they

have the money to buy, but because they want to go through an experience. It

is very crucial in retailing to make customers relate to every product that is

being sold, as well as the Store’s environment.

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6 . Customer Service Desk (CSD)

As the name suggests this is the separate dept which mainly focuses on

customer service like if a customer finds difficulty in finding any product, if

there are any customer complaints, they are also looked into, any customer

assistance etc. is also provided.

There is also an Exchange Counter where if a customer is dissatisfied or wants

to exchange the product he/ she has purchased for any reason , the customers

can exchange them within 7 days of their purchase.

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

(product’s price). The customer can then purchase any product for that amount

or just take back the money by encashing the credit note at a cash counter. If

the customer buys a product less than the amount in the credit note, the

difference amount will be returned to the customer and on the other hand if a

customer buys a product more than the amount in the credit note, the customer

will be asked to pay the difference amount.

This department is also responsible for announcing all the offers running in the

store on different products throughout the day. This dept also does gift

wrapping for any product if the customer wants it at free of cost.

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The dept also collects customers’ opinion / feedback for continuous

improvement in their service.

The ultimate aim of this department is to help and satisfy the customer in every

possible manner and makes the customers’ experience memorable.

7. Administration

The Store administration comes under the Store Manager. Its functions are

store maintenance, housekeeping, security etc.

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.

The Housekeeping is concerned with keeping all the departments of the Store

clean and neat all the time. Covers and other wastes should be properly

cleaned and the floor is swept regularly to keep it clean.

The Security section is concerned with the security of the entire store. Security

department keeps a vigilant check on all the people entering and departing at

the various entry and exit points in the store.

They also maintain all the registers like employees’ attendance register, stock

register, visitors’ register etc. They check all customers’ bill before letting

them out of the store.

They ensure orderliness in the store and prevent shrinkage or pilferage of

goods to minimise the loss arising out of it.

The housekeeping and security are outside agencies employed by the store on a

contract basis to take care of the respective functions.

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The Administration department also has a separate section known as

‘Information Technology’. This department is responsible for the maintenance

of all the systems of the Store, all billing machines their functioning

networking with the master machine etc. If there is any problem with the

machine in any department in the store, then this department comes into

function. This dept integrates all the systems in the store and properly

maintains all of them.

Chapter-6

SWOT Analysis:

Strengths:

Better understanding of customers helping the company to serve them

better.

Vast range of products under one roof helping in attracting customer and

their family to shop together and enjoy the experience.

Benefit of early entry into the retail industry.

Diversified business operating all over India in various retail formats.

Ability to get products from customers at discounted price due to the scale

of business.

Weaknesses:

High cost of operation due to large fixed costs.

Very thin margin.

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High attrition rate of employees

Opportunities:

Lot of potential in the rural market.

Can enter into production of various products due to its in depth

understanding of customers’ tastes and preferences.

Can expand the business in smaller cities as there is a lot of opportunity.

Threats:

High business risk involved.

Lot of competitors coming up to tap the market potential.

Margin of business reducing all the time.

Chapter-7:

Findings & Conclusions

1. Big Bazaar is undoubtedly the number one retailer in India. It has built a

very emotional and cordial relationship with its customers. It is also very

intending to build long term relationship with all its stakeholders which

is very essential for a successful business venture.

2. It is observed that the organisation hierarchy is professional as all the

departmental Managers directly report to the Store Manager who in turn

reports to the Zonal Head.

3. Big Bazaar, with 25 years of experience in the field of weaving fabrics,

is the leading Apparels and fashion design fabric company.

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4. There exist a healthy and positive relationship between employees and

managers.

5. The employees accept their responsibilities wholeheartedly, accept that

it is their responsibility to carry out a part of the activities of the

company and they will be held accountable for the quality of their work.

6. It is found that more than 60% of employees are of the age group of 20-

35. From this it reveals that company is having young and energetic

workforce who are very creative, enthusiastic and also very determined

to grow in their career and in turn helping the company to grow.

7. Working environment is good and also the various facilities provided

helps in motivating the employees.

8. The company is reaching out to all the sections of the society as it is

creating a hypermarket where not only the rich people shop but also the

middle and the lower class customers come to enjoy the whole shopping

experience.

BIBLIOGRAPHY

BOOKS

• Kishore Biyani (2007), It Happened In India (1st Edition), Rupa

Publications.

• Stephen Covey (1994), The Seven Habits Of Highly Effective People

(6th Edition), Simon & Schuster UK Ltd.

• Anthony Robbins (1992), Awaken The Giant Within You (1st Edition),

Simon & Schuster UK Ltd.

• Robbins, Stephen P. (2004), Organizational Behavior (10th Edition),

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Prentice-Hall India

Websites

www.Pantaloon.com

www.Futuregroup.com

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