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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
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
SURANA PG CENTRE
• 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.
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
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
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
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
India’s Consumption Cosmos
During the past decade, Private Final Consumption Expenditure has
been the key driver of economic growth in India.
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.
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
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
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,
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.
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
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.
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.
- 10 -
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,
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
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.
- 11 -
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
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.’
- 12 -
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.
- 13 -
Board of Directors
Mr. Kishore Biyani
Mr. Gopikishan Biyani
Mr. Rakesh Biyani
Mr. Shailesh Haribhakti
Mr. S. Doreswamy
Dr. Darlie Koshy
Mr. Anil Harish
- 14 -
Ms. Bala Deshpande
Mr. Vijay Kumar Chopra
Director (Appointed w.e.f. 24-07-2008)
- 15 -
“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
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.
- 16 -
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
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.
- 17 -
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.
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
- 18 -
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
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-
- 19 -
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
- 20 -
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
• 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
• 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
- 21 -
Indianness: confidence in ourselves.
Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be humble in
Introspection: leading to purposeful thinking.
Openness: to be open and receptive to new ideas, knowledge and
Valuing and Nurturing Relationships: to build long term
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.
- 22 -
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
- 23 -
Asst Store Manager
HR Administrat Info
Leader Asst DM House
Team Security Cashier
Different products dealt in Big Bazaar
- 25 -
a) Depot b) NBD (New Business
1) General books
2) Office stationary
2) Fashion Jewellery
3) Children stationary
4) Film VCD’s & DVD
4) Auto accessories
5) Car audio systems
c) Gold Bazaar: d) Mobile Bazaar:
Navras Gold Jewellery 1) All kinds of mobile handsets
ranging from Rs 1000 to Rs
(This is a separate unit not related
25000 of different companies.
to Big Bazaar they share profits on
percentage basis). 2) All mobile accessories
3) All major prepaid sim cards
4) All post paid connections
5) Cordless phones & landline
- 26 -
1) Soft drinks
2) Mineral water
3) Health drinks
4) Fruit Juices
5) Frozen items
b) Staples Dept: c) Fruits & Vegetables:
1) Dals, Rice, Wheat, Ragi etc, All kinds of fruits and
vegetables at the lowest
2) Atta, Rava items, Sugar, Salt etc prices.
3) Cooking Oils, Masala items
4) Dry fruits
5) Ready to cook foods & mixes
d) Process Dept:
7) Breakfast Cereals
1) Health drinks
2) Ready to eat
3) Corn flakes, Chips
4) Soups, Bread items, Pickle
5) Instant mixes
1) All kinds of Chocolates and
- 31 -
2) Cakes and other sweets
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.
It is the men’s formalwear brand with arrange that includes formal shirts,
trousers, suits, blazers and basic men’s accessories like ties and
- 33 -
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.
This is a unisex sportswear range for the age group of 20-40 years.
The men’s ethnic wear range consists of kurtas, kurta pyjamas sets and
True to its tagline ‘what women want’, Shyla offers a complete range of
formal/ semi-casual line of ladies tops, trousers, skirts, etc.
- 34 -
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.
It is a range of men’s party wear.
- 35 -
Men’s T- shirts
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
- 36 -
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
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.
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.
- 37 -
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
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
a) Consultancy Services:
For top level management, employees are recruited through private
consultants. They are usually appointed as Departmental Managers.
b) Walk-ins :
- 38 -
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.
The following is the selection procedure that the HR department practices to
hire its employees.
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.
- 39 -
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
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 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
- 40 -
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
If a hospital is not recognised, the amount spent by the employee will be
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.
- 41 -
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
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
‘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.
- 42 -
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
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
- 43 -
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.
- 44 -
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
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.
- 45 -
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.
- 46 -
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
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
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,
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etc. 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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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,
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
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
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
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
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.
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.
Better understanding of customers helping the company to serve them
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
High cost of operation due to large fixed costs.
Very thin margin.
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High attrition rate of employees
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.
High business risk involved.
Lot of competitors coming up to tap the market potential.
Margin of business reducing all the time.
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
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
• Kishore Biyani (2007), It Happened In India (1st Edition), Rupa
• 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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