BIGBAZAAR
BIGBAZAAR
BIGBAZAAR
ON
ZAAR "
PROJECT REPORT
Submitted in partial fulfillment of the requirements for the awar
d of the degree
MASTER OF BUSINESS ADMINISTRATION
EIILM UNIVERSITY
By
Priti Pranita Khatua
08/08/081
DECLARATION
Priti Pra
nita Khatua
Company profile
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats i
n both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumba
i (Bombay), the company operates over 10 million square feet of retail space, has over 1000 stor
es across 61 cities in India and employs over 30,000 people.
The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a un
iquely 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 Ce
ntral, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Fact
ory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara. The c
ompany also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutio
ns 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 se
gment.
Pantaloon Retail was recently awarded the International Retailer of the Year 2007 by the US-ba
sed National Retail Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the
World Retail Congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group catering to the entir
e Indian consumption space. Pantaloon is not just an organization - it is an institution, a centre o
f learning & development. We believe that knowledge is the only weapon at our disposal and ou
r quest for it is focused, systematic and unwavering.
At Pantaloon, we take pride in challenging conventions and thinking out of the box, in travelling
on the road less traveled. Our corporate doctrine ‘Rewrite Rules, Retain Values’ is derived from
this spirit.
Over the years, the company has accelerated growth through its ability to lead chang
e. A number of its pioneering concepts have now emerged as industry standards. For
instance, the company integrated backwards into garment manufacturing even as it e
xpanded its retail presence at the front end, well before any other Indian retail company attempt
ed this. It was the first to introduce the concept of the retail departmental store for the entire fam
ily through Pantaloons in 1997. The company was the first to launch a hypermarket in India wit
h Big Bazaar, a large discount store that it commissioned in Kolkata in October 2001. And the c
ompany introduced the country to the Food Bazaar, a unique 'bazaar' within a hypermarket, whi
ch was launched in July 2002 in Mumbai. Embracing our leadership value, the company launch
ed all in July 2005 in Mumbai, making us the first retailer in India to open a fashion store for plu
s size men and women.
Today we are the fastest growing retail company in India. The number of stores is going to incre
ase many folds year on year along with the new formats coming up. The way we work is distinc
tly "Pantaloon". Our courage to dream and to turn our dreams into reality – that change people’s
lives, is our biggest advantage. Pantaloon is an invitation to join a place where there are no boun
daries to what you can achieve. It means never having to stop asking questions; it means never h
aving to stop raising the bar. It is an opportunity to take risks, and it is this passion that makes o
ur dreams a reality.Come enter a world where we promise you good days and bad days, but neve
r a dull moment!
Future Group
Future Group is one of the country’s leading business groups present in retail, asset m
anagement, consumer finance, insurance, retail media, retail spaces and logistics. The group’s fl
agship company, Pantaloon Retail (India) Limited operates over 10 million square feet of retail s
pace, has over 1,000 stores and employs over 30,000 people. Future Group is present in 61 cities
and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaa
r, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, fut
urebazaar.com.
Future Group companies includes, Future Capital Holdings, Future Generali India Indus League
Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and Bowling Co. Future
Capital Holdings, the group’s financial arm, focuses on asset management and consumer credit. I
t manages assets worth over $1 billion that are being invested in developing retail real estate and
consumer-related brands and hotels.
The group’s joint venture partners include Italian insurance major, Generali, French retailer ETA
M group, US-based stationary products retailer, Staples Inc and UK-based Lee Cooper and Indi
a-based Talwalkar’s, Blue Foods and Liberty Shoes.Future Group’s vision is to, “deliver Everyth
ing, Everywhere, Every time to Every Indian Consumer in the most profitable manner.” The gro
up considers ‘Indian-ness’ as a core value and its corporate credo is- Rewrite rules, Retain values.
Major Milestones
1987
20 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermar
01 ket chain launched.
20 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s firs
04 t seamless mall is launched in Bangalore.
At Pantaloon, Empowerment is what you acquire and Freedom at Work is what you get. We beli
eve our most valuable assets are our People. Young in spirit, adventurous in action, with an avera
ge 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 Custom
ers’ 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 and living with the change, a habit.
Leadership is a value that is followed by one and all at Pantaloon. 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 the quest of creating an Indian model of retailing, Pantaloon has ta
ken initiatives to launch many retail formats that have come headed for serve as a benchmark in t
he 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 you will get an opportunity to handle multiple responsibilities, and therein, the groo
ming to play a larger role in the future. Work is a unique mix of preserving our core Indian value
s 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 skil
ls and passions.
The increase in SKUs in existing categories and the introduction of new categories encouraged th
e opening of larger stores or Super Centres, measuring 100,000 square feet or more. There are no
w 5 Big Bazaar Super Centres. Considering this scale of expansion, technology plays a significan
t facilitating role. The introduction of SAP in 2005-06 and its roll out during the year, positively i
mpacted the business.
Big Bazaar has initiated the process of Auto Replenishments Systems, thus improvin
g operational efficiencies and productivity. The company has also rationalized nearly
250 vendors through better vendor management in terms of potential to expand, and for inclusion
and upgradation to the online B2B platform. The company plans to open over 60 stores across In
dia in FY 2008, and the opening of the 100th Big Bazaar store will mark the fastestever expansio
n by a hypermarket format.
Human Resources
Discovering talent diversity
The company strongly believes that its sustainable competitive advantage lies in the values that it
cherishes, the culture that it imbibes and spirit of enterprise that resides within the organization.
Talent management therefore continues to be the core focus for the company. Considering the
multiple businesses and rapid expansion expected across the business, the company saw merit in
taking a fresh guard to the way in which business would run in order to meet the next leg of expa
nsions.
During the year 2006-07, the company conducted an extensive review of in-house talent manage
ment, which involved mapping every managerial position in the organization for their skill sets, c
ompetence and attitudinal aspects as well as taking an inventory check of the existing talent base
and addressing their development needs. Development Centres were created with in-house assess
ors, which further aided in identifying potential resources and helped chalk out post assessment d
evelopment plans.
Continuing with its policy of strategic alliances, the company is collaborating on joint degree pro
grams with 15 management schools, design institutes and institutes of higher learning in areas lik
e food business, supply chain management, design experience management etc. This ‘Seekho’ pr
ogramme for external and internal candidates has ensured a steady stream of mid level, well train
ed retail professionals every year.
The company’s ‘Gurukool’ programme provides the front-end employees an opportunity to imbi
be the company’s values and a sense of ownership to the company. The company has also create
d an Employee Growth Trust Fund that was launched during the last financial year for the senior
management.
Equal Opportunity
The company believes that in order to build a sustainable business environment, the composition
of its talent base needs to reflect the diversity that exists in our country and among its customers.
Therefore the company ensures that the proportional representation of different communities in t
he Indian population is mirrored in its employee profile. The majority of employees in the compa
ny come from socially and economically marginalized sections of the society. Close to 46% of th
e employees in the organization are women and the average age within the organization is 27 yea
rs.
The effectiveness of its talent management initiatives is reflected in the fact that the annual rate o
f attrition is 8.12%, much below industry levels. The company plans to strengthen its employee p
latform to about 30,000 people by FY 08, from nearly 18,000 people as on FY 07.
The program has covered nearly 4,500 employees. The SMILE initiative for training of new Stor
e Manager's has been created and disseminated to over 100 store managers by this team
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 spot trends, we will set trends by marrying our understan
ding of the Indian consumer to their needs of tomorrow.
It is this understanding that has helped us succeed. And it is this that will h
elp us succeed in the Future. We shall keep relearning. And in this process,
do just one thing.
Group Mission
• We share the vision and belief that our customers and stakeholders sha
ll be served only by creating and executing future scenarios in the cons
umption space leading to economic development.
Core Values
Indianness:
Confidence in ourselves.
Leadership:
Openness:
About 1,800 people work for Big bazaar directly. Support and ancillary servic
es comprise another 400 people. A new trainee is put through a basic three d
ay training program before going on the shop floor. Evaluation is done every
six months.
THE STRATEGY
Saving is key to the Indian middle class consumer. The store, which would be
created, had to offer value to the consumer. Keeping this in mind, the concep
t of Big bazaar was created.
In India, when a customer needs some thing for the home, a typical thought
is to seek it from the bazaar. A bazaar is a place where a complete range of p
roducts is always available to the consumer. This is true across India. As the
store would offer a large mix of products at a discounted price, the name Big
bazaar was finalized. The idea was to re-create a complete bazaar, with a lar
ge product offering (at times modified to suit local needs) and to offer a good
depth and width in terms of range. The mind to market for the first store was
just six months.
Price was the basic value proposition at Big bazaar. The Big bazaar outlets so
ld a variety of products at prices, which were 5 to 60 percent lower than the
market price. The line
INTRODUCTION
A retailer or retail store is any business enterprise whose sales volume com
es primarily from retailing. Retail organizations exhibit great variety and new
forms keep emerging. There are store retailers, non store retailers, and retail
organizations. Consumers today can shop for goods and services in a wide va
riety of stores. The best-known type of retailer is the department store. Japan
f shoppers each year. These stores feature art galleries, cooking classes, and
children’s playgrounds.
A retailer is at the end of the distributive channel. He provides goods a
nd service to the ultimate consumers. This he does through his small organiz
ation, with the help of a few personnel. In an individual retail store there is no
t much scope for organization except in the sense that the shopkeeper has to
organize apportions his time and resources. The need for organization becom
help of members of his family in running his store. A retailer deals in an assor
called retailing mix. A retailing mix is the package of goods and services that
store offers to the customers for sale. It is the combination of all efforts plann
ed by the retailer and embodies the adjustment of the retail store to the mar
all three.
tion to the retailing mix which influences the profits of the store, its volume o
f turnover, its share of the market, its image and status and finally its surviva
l.
RETAIL
Retailing is the set of business activities that adds value to the products and
services sold to the consumer for their personal or family use.
importers, either directly or through a wholesaler, and then sells smaller qua
ntities to the end-user. Retail establishments are often called shops or stores.
Retailers are at the end of the supply chain. Manufacturing marketers see the
The term "retailer" is also applied where a service provider services the need
ems to manage their business. The use of new technologies helps retai
lers reduce their operations costs, while better serving their customers.
than just places to buy products. They are offering entertaining and ed
ies and concepts and becoming industry leaders, while traditional fir
RETAIL MIX.
The retail mix is the combination of factors retail used to satisfied customer n
eeds and influences their purchase decision. Its include the type of merchand
• Retail mix is the term used to describe the various elements and metho
• The aim of such coordination is for each store to have a distinct retail i
• The mix may vary greatly according to the type of the retailer is in, an
While many elements may make up a firm’s retail mix, the essential element
s may include:
• Store location,
• merchandise assortments
• Store ambience,
• customer service,
• price,
• Personal selling
• Store image
• Store design
• Sales incentives
• People
• Process
• Physical evidence
• Place
• Product
• Price
• Promotion
• People
• Process
• Physical Environment
Key element
ise)
• Retail distribution
3)Price 4)Promotion
• Status
• After-sales services
• Internal marketing
• Setting objectives
− Maximising revenue
− Maximising profit
− Minimising costs
Approaches to planning
• Retail management sets goals and plans for all levels of management.
Bottom up approach
• Various units prepare own goals and plans sent up for approval.
It is the effective blending of all the elements of retail mix activities wit
hin the retail organization that determines the success of retail management.
Discuss this statement and explain with retail examples how the elements of
PRIMARY OBJECTIVE :
SECONDARY OBJECTIVES :
RESEARCH METHODOLOGY
• Type of research
Descriptive
• Type of data
Primary data
• Data collection method
Data is collected through structured questio
nnaire.
• Sampling
Convenient sampling
• Sample size
100
• Data analysis technique
Quantitative
• Data analysis tool
INTERPRETATION:
Out of 100 respondent, 37% people visit the store when they have some req
uirement and 25% are visited more than thrice, 23% visited two times in mon
th and 7% & 8% people visited one and three times in a month respectively.
Most of them regularly visit big bazaar.
Maximum number of people visited store frequently.
Out of 100 respondent, 43% people has good shopping experience in big baz
aar,32% has average and 21% people has excellent. But 1% has outstanding
shopping experience and 3% has bad shopping experience.
Out of 100 respondents, Over all 31% customer are satisfied by the availabili
ty of brand and products in big bazaar,66% customer product availability is a
verage rest said it is bad.
Some people think there is no good brands and products availability in big ba
zaar. Especially in apparels.
INTERPRETATION:
Out of 100 respondents, Ambience & atmosphere inside the store is good fee
l by 41% customers, 27% feel it is excellent and only 3% feel outstanding. Bu
t 27% customers are not satisfied by the ambience & atmosphere inside the
store of big bazaar.
INTERPRETATION:
Out of 100 respondents, Discounts and offers served in big bazaar is good sai
d by 36% customers, 32% feel it is excellent and only 7% feel outstanding. B
ut 25% customers are not satisfied by Discounts and offers served in the big
bazaar.
INTERPRETATION:
Out of 100 respondents, 61% is highly satisfied with location of big bazaar in
city, 22% is satisfied and only 17% is not satisfied.
INTERPRETATION:
Product display and signage in the store is highly satisfactory according to 44
% of the respondent, satisfactory according 40% of the respondent rest 16%
are not satisfied with it.
Customers are satisfied with Product display and signage in the stor
e.
Out of 100 respondent, 39% people has good shopping experience in big baz
aar, 25% has average and 29% people has excellent. But 3% has outstanding
shopping experience and 4% has bad shopping experience.
INTERPRETATION:
74% of the respondents are satisfied by the sales persons and promoters in t
he store rest 26% respondents are not satisfied by the sales persons and pro
moters in the store.
78% of the respondents are satisfied by the parking facility in bag bazaar, res
t 22% respondents are not satisfied by the parking facility in bag bazaar.
21% of the respondents are highly satisfied with the quality of the products a
t big bazaar, rest 74% are said the quality of the products in big bazaar is av
eraged, only 5% said its not good.
INTERPRETATION:
72% of the respondents are satisfied by the billing facility in the store, rest 2
8 % are not satisfied.
According to 74% of the respondents it is easy to move in the store with troll
ey only 26% said it is not.
INTERPRETATION:
According to 63% of the respondents they feel that shopping in big bazaar ha
s made more knowledgeable conscious and aware customer, and 37% they a
re already knowledgeable conscious and aware customer.
Out of 100 respondent, 85% of the respondents feel that big bazaar provide y
ou value for money, 15% feel not.
FINDINGS
s.
• Noisy and unpleasant environment is irritates customer. Air conditioning is really good.
• Proper signage should be there so that customer can locate the produc
ts easily.
• Proper training should be provided to sales person so that they can dea
ffic intensity.
5. The survey was conducted in very general way as no other variable such as their educatio
BOOK REFERRED:
WEB SITES:
www.pantaloon.com
QUESTIONNAIRE
PERSONAL INFORMATION
This survey is a part of my partial fulfillment of PGDM (RM) course. Please provide
relevant information by filling this questionnaire to make my survey more comprehensive. All det
ails from your part will be kept confidential.
Name:- …………………………………………………………..
a) Outstanding b) Excellent c)
Good
d) Average e) Bad
d) Average e) Bad
d) Average e) Bad
d) Average e) Bad
d) Average e) Bad
d) Average e) Bad
a) Yes b) No
d) Average e) Bad
Q12. Are you satisfied with the billing facility at the store ?
a) Yes b) No
d) Average e) Bad
d) Average e) Bad
d) Average e) Bad
Q16. Do you feel that shopping in big bazaar has made you a more knowledgeable c
onscious and aware customer?
a) Yes b) no
Q17.Do you feel that bag bazaar provide you value for money?
a)yes b)No
(Signature)
LOCATION
k
Big Bazaar, Jail road Buxi Bazaar
Pin : 753005
Phone : 0681–3052032
Zonal Office :
Pantaloon Retail (India) Limited,
03-097,Fourth Floor,Block No - BG, Plot No.5,
Action Area - 1B, Block By Block Shopping Mall,
P.O. - New Town, (Near Indian Oil Petrol Pump)
Kolkata - 700 156
Tel: +91 033-3091 7500/51
Fax: +91 033-3091 7502
e-mail: east.region@pantaloon.com
Regd. Office :
Knowledge House, Shayam Nagar,
Off. Jogeshwari-Vikhroli Link Road,
Jogeshwari East, Mumbai 400060. India
Ph +91 22 66442200, Fax +91 22 66442201
s