A Presentation Of Service Management. On The Topic Of Retail Industry With Reference To Star Bazaar.

Submitted To Baxis Sir.

By Ravi Singh, Akash Shah, Bhavik Shah, Sweety Ratawa, Pooja Shukla.

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Introduction To Retail Industry In India.

Retail is the sale of goods and services from individuals or businesses to the end-user.

Retail sector includes all the shops that sell goods to the ultimate customer, who buys them for personal and not business use.
India is fifth preferred destination globally in retail sector. The size of the Indian Retail market is currently estimated at Rs.704 crores which accounts for a meager 3 % of the total retail market. Retail sector is contributing 10-14% to GDP employing over 7-8% of total work force.

The organized retail which currently has only 3% of the total market share will acquire 15-20 % of the market share by the year 2010.
The retail sales are growing at a rate of 8.3% per annum.
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Introduction To Star Bazaar.

Star Bazaar, the hypermarket format retail chain
of Trent Ltd. one of the two retailing arms of Tata group. Star Bazaar, believes in providing an ample assortment of products at the lowest prices, exemplifying its motto Chota Budget ,

Lambi Shopping.
High quality products made available at extremely low prices in the country.

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Characteristics of Star Bazaar.

INTANGIBLILTY: Star bazaar makes use of tangible product like trolleys, elevators,
proper display of products with price tags, billing counters, etc. INSEPRATIBILITY: Star bazaar deal with the problems of inseparability by strong selection and training programs for its employees who would be dealing with customers. VARIABILITY: Star Bazaar stress upon standardization and performances in services. PERISHABILITY: Demand forecasting a creative planning for capacity utilization. LACK OF TRNASFER OF OWNERSHIP: In relation to star bazaar, lack of transfer of ownership can be explained with the help of trolleys that customers uses to collect their product, elevator used, changing rooms, etc.

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Services Management at Star Bazaar.

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Pricing Strategies.
Star bazaar use cost plus prising strategy. Cost-plus pricing helps to promote the creation of a situation where the originator makes a profit and remains competitive with companies that offer similar goods and services. Star bazaar purchase in bulk from the producer and sell it to the customer.

Star Power Rewards Program.

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Levels of Channel of Distribution.

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Role of Customer In Service Delivery.

Customers as productive resources.
Customers as contributors to service quality and satisfaction.

Customers as competitors.

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Services Marketing Communication Mix.

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Employees Role In Services Delivery.

Employee roles: Parking of the vehicle. Submission of hand bag at the counter. Asking to the employee for the desire sector. Collecting information from the employee about the product. Announcement regarding todays offer. Bill counter. Checking of the bill invoice and punching of the bill.

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Services Blueprint

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Servicescape model
Identifies the main dimensions in a service environment and views them holistically Customers and employee responses classified under, cognitive, emotional and psychological which would in turn lead to overt behaviour towards the environment. Key to effective designs is how well each individual dimension fits together with everything else.

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