Informtn Big Bazaar Dept
Content
y 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. y 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. y 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. 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). Sources of Recruitment 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 : 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. - 39 y 40. 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 - 40 y 41. 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 µEmployee 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 y 42. 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 µFuture Learning & Development Limited¶ (FLDL). All the employees are given training for 20 days in a year spread over different periods. µGurukul¶ 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 y 43. 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 - 43 y 44. 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 y 45. 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 µIncome 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. - 45 y 46. 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 y 47. - 47 y 48. - 48 y 49. - 49 y 50. - 50 ± y 51. 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. - 51 y 52. 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 µVisual 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 µCategory 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, - 52 y 53. 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 µtraffic 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. - 53 ± y 55. 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 µGoods 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 µStock 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 55 y 56. 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 Ba y 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 - 56 y 57. 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 ²it 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. - 57 y 58. 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. - 58 y 59. 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 coordination 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. - 59 y 60. The Administration department also has a separate section known as µInformation 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. - 60 y High attrition rate of employees61. 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. 61 ±
Different PPT
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 expansions. During the year 2006-07, the company conducted an extensive review of in house talent management, which involved mapping every managerial position in the organization for their skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing talent base and addressing their development needs. Development Centres were created within house assessors, which further aided in identifying potential resources and helped chalk out post assessment development plans. Continuing with its policy of strategic alliances, the company is collaborating on joint degree programs with 15 management schools, design institutes and institutes of higher learning in areas like food business, supply chain management, design experience management etc. This µSeekho¶ programme for external And internal candidates has ensured a steady stream of mid level, well trained retail professionals every year. The company¶s µGurukool¶ programme provides the front-end employees an opportunity to imbibe the company¶s values and a sense of ownership to the company. The company has also created 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 the Indian population is mirrored in its employee profile. The majority of employees in the company come from socially and economically marginalized sections of the society. Close to 46% of the employees in the organization are women and the average age within the organization is 27years. The effectiveness of its talent management initiatives is reflected in the fact that the annual rate of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee platform to about30,000 people by FY 08, from nearly 18,000 people as on FY 07.
Human Resource Initiatives Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be the people who are part of the organization. Being in service industry, the Company places a lot of focus is placed on attracting, training, incentivising and retaining talent. The vision is "To provide an environment that creates happy people who have a meaningful life and add value to business and society." With over 18000 employees at an averageage of 27 years, the Company prides itself on being a young and energeticorganization, driven through the The Pantaloon People ManagementSystem. This is built on 5 pillars of people based growth, namely CultureBuilding, Performance Management through Balanced Scorecard, PeopleProcesses, Management Processes and Leadership Brilliance. Training Acompetent Learning & Development Team is responsible for trainingemployees at all the levels across the countr y, focusing on primary andsecondary research into various aspects of retail and assessment of trainingneeds across Knowledge, Skills & Attitude areas. The emphasis is oncreating product and process knowledge through well defined programs likePraarambh and Parikrama. For the critical front line staff, the Companysunique outbound residential training program Gurukool focuses onintegrating the mind, body and soul and brings about measurable attitudinaland behavioral changes.The program has covered nearly 4,500 employees. The SMILE initiative fortraining of new Store Managers has been created and disseminated to over100 store managers by this team.
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. 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). Sources of Recruitment 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 : 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. - 39 y 40. 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 - 40 y 41. 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 µEmployee 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 y 42. 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 µFuture Learning & Development Limited¶ (FLDL). All the employees are given training for 20 days in a year spread over different periods. µGurukul¶ 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 y 43. 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 - 43 y 44. 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 y 45. 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 µIncome 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. - 45 y 46. 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 y 47. - 47 y 48. - 48 y 49. - 49 y 50. - 50 ± y 51. 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. - 51 y 52. 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 µVisual 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 µCategory 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, - 52 y 53. 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 µtraffic 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. - 53 ± y 55. 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 µGoods 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 µStock 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 55 y 56. 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 Ba y 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 - 56 y 57. 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 ²it 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. - 57 y 58. 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. - 58 y 59. 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 coordination 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. - 59 y 60. The Administration department also has a separate section known as µInformation 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. - 60 y High attrition rate of employees61. 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. 61 ±
Different PPT
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 expansions. During the year 2006-07, the company conducted an extensive review of in house talent management, which involved mapping every managerial position in the organization for their skill sets, competence and attitudinal aspects as well as taking an inventory check of the existing talent base and addressing their development needs. Development Centres were created within house assessors, which further aided in identifying potential resources and helped chalk out post assessment development plans. Continuing with its policy of strategic alliances, the company is collaborating on joint degree programs with 15 management schools, design institutes and institutes of higher learning in areas like food business, supply chain management, design experience management etc. This µSeekho¶ programme for external And internal candidates has ensured a steady stream of mid level, well trained retail professionals every year. The company¶s µGurukool¶ programme provides the front-end employees an opportunity to imbibe the company¶s values and a sense of ownership to the company. The company has also created 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 the Indian population is mirrored in its employee profile. The majority of employees in the company come from socially and economically marginalized sections of the society. Close to 46% of the employees in the organization are women and the average age within the organization is 27years. The effectiveness of its talent management initiatives is reflected in the fact that the annual rate of attrition is 8.12%, much below industry levels. The company plans to strengthen its employee platform to about30,000 people by FY 08, from nearly 18,000 people as on FY 07.
Human Resource Initiatives Pantaloon Retail believes that one of its sustainable competitive advantages will continue to be the people who are part of the organization. Being in service industry, the Company places a lot of focus is placed on attracting, training, incentivising and retaining talent. The vision is "To provide an environment that creates happy people who have a meaningful life and add value to business and society." With over 18000 employees at an averageage of 27 years, the Company prides itself on being a young and energeticorganization, driven through the The Pantaloon People ManagementSystem. This is built on 5 pillars of people based growth, namely CultureBuilding, Performance Management through Balanced Scorecard, PeopleProcesses, Management Processes and Leadership Brilliance. Training Acompetent Learning & Development Team is responsible for trainingemployees at all the levels across the countr y, focusing on primary andsecondary research into various aspects of retail and assessment of trainingneeds across Knowledge, Skills & Attitude areas. The emphasis is oncreating product and process knowledge through well defined programs likePraarambh and Parikrama. For the critical front line staff, the Companysunique outbound residential training program Gurukool focuses onintegrating the mind, body and soul and brings about measurable attitudinaland behavioral changes.The program has covered nearly 4,500 employees. The SMILE initiative fortraining of new Store Managers has been created and disseminated to over100 store managers by this team.
